Edward Sanders,
Marcella Giannasio
Professional Server, The
A Training Manual
Paperback Engels 2017 9780134552750Levertijd ± 8 werkdagen
Gratis verzonden
Past door de brievenbus
Samenvatting
For undergraduate Culinary and Hospitality courses that focus on dining room service training, and banquet, catering, and buffet service training Complete coverage of all aspects of dining room service, with real-life examples and updated information on technology in the industry. In The Professional Server, students get an introduction to the many aspects of being a professional server, and experienced servers get an excellent reference to consult for various techniques and service situations they face in their day-to-day work. This popular resource features easy-to-read, self-contained chapters, which flow in a logical sequence and allow flexibility in teaching and learning. Coverage includes areas such as professional appearance, guest communication, table settings, food, wine, and beverage service, and current technologies. Restaurant Reality stories and step-by-step photographs give students an insider’s look into what makes an effective server.
Specificaties
ISBN13:9780134552750
Taal:Engels
Bindwijze:paperback
Uitgever:Pearson Education
Verschijningsdatum:12-5-2017
Hoofdrubriek:Economie
Lezersrecensies
Wees de eerste die een lezersrecensie schrijft!
Inhoudsopgave
1
The Professional Server
The Economic Importance of the Restaurant Industry
Advancement Opportunities
Income Opportunities
Tipping Standard
Getting Stiffed (Left With No Tip)
Tip Credit
Non-Tipping Restaurants
Occupational Advantages for Professional Servers
Occupational Disadvantages for Professional Servers
Challenges for the Restaurant Industry
Job Qualifications
Restaurant Reality
Never judge a book by its cover
Summary
Discussion Questions and Exercises
2
Professional Appearance
Server Health
Grooming Standards
Grooming Guidelines
Body Language, Poise, and Posture
Uniforms and Aprons
Shoes
Restaurant Reality
When how you look and perform your duties is noticed
Summary
Discussion Questions and Exercises
3
Table Service, Table Settings, and Napkin Presentations
Table Service
American Service (Individual Plate Service)
Butler Service
English Service
Modified English Service
Russian Service
French Service
Other Types of Service
The Professional Server
The Economic Importance of the Restaurant Industry
Advancement Opportunities
Income Opportunities
Tipping Standard
Getting Stiffed (Left With No Tip)
Tip Credit
Non-Tipping Restaurants
Occupational Advantages for Professional Servers
Occupational Disadvantages for Professional Servers
Challenges for the Restaurant Industry
Job Qualifications
Restaurant Reality
Never judge a book by its cover
Summary
Discussion Questions and Exercises
2
Professional Appearance
Server Health
Grooming Standards
Grooming Guidelines
Body Language, Poise, and Posture
Uniforms and Aprons
Shoes
Restaurant Reality
When how you look and perform your duties is noticed
Summary
Discussion Questions and Exercises
3
Table Service, Table Settings, and Napkin Presentations
Table Service
American Service (Individual Plate Service)
Butler Service
English Service
Modified English Service
Russian Service
French Service
Other Types of Service
Family Service
Counter Service
Banquet Service
Room Service
Salad Bars
Dessert Tables and Trays
Setting a Table
Bread and Butter
Side Dishes and Condiments
Flatware Placement
Glassware
Cup and Saucer
Table Settings
Breakfast Table Setting
Lunch Table Setting
Dinner Table Setting
Formal Dinner Table Setting
Napkin Presentations
Restaurant Reality
What is happening with tabletop place settings?
Summary
Discussion Questions and Exercises
4
Service Readiness
Responsibilities that Support Good Service
Opening and Closing Side-Work
Closing Procedures
The Dining Room
The Menu
Breakfast Menu
Lunch Menu
Dinner Menu
Dessert Menu
Tablet Menus
Wine List
The Guest and the Menu
The Server and the Menu
Restaurant Reality
Work Smart or Work Hard?
Summary
Discussion Questions and Exercises
5
Serving Food and Beverages
Proper Table Service
Service Etiquette
Removing Dishes and Flatware
Booth Service
The Bartender / Server
Loading and Carrying a Tray
Carrying Glasses
Service Priorities and Timing
Server’s Assistant (or Busser) Responsibilities
Table Bussing
Customer Complaints and Issues
Restaurant Reality
Complaints are not always reasonable but always have a solution
Summary
Discussion Questions and Exercises
6
Beverages and Beverage Service
Responsible Alcohol Service
Incident Report
Wine and Wine Service
Proper Temperatures for Serving Wines
Ice Bucket Usage
Wine Presentation and Service
Opening Champagne or Sparkling Wine
Decanting Wine
Wine Glasses
Styles of Wine
Grape Varietals
Notable Wine Varietals and Food Pairings
Food and Wine Pairing
Distilled Spirits and Cocktails
Beers, Lagers, and Ales
Bottled Waters
Coffee
Types of Roasts
Baristas and Barista Training
Types of Coffee Drinks
Spirited Coffee Drinks
Tea
Restaurant Reality
A feeling of being welcome at home with hospitality and specialized drinks
Summary
Discussion Questions and Exercises
7
Guest Communication
Getting to Know Your Guests
Taking the Guest’s Order
Server Enthusiasm
Different Types of Guests
Guests with Special Needs
Anticipating the Guest’s Needs
Nonverbal Cues and Prompts
Suggestive Selling
Guidelines for Suggestive Selling
Servers Incentives
Showmanship sells suggestively
Service Timing
Emergency Situations
Connecting to the Guest to Create Guest Loyalty
Restaurant Reality
A welcoming greeting and personalized service creates loyal guests
Summary
Discussion Questions and Exercises
8
The Technology of Service
Benefits of Technology
Technology Applications
Handheld Touch-Screen Tablet
Product Management Applications
Tabletop Tablets
Kitchen Production Screen
Handheld Pay-At-The-Table Devices
Alert Manager Application
CRM (Customer Relationship Management) Application
Employee Scheduling and Communication
Training with Technology
Online Table Reservation Applications
Table Management Applications
Web Presence
Restaurant Reality
We only have 30 minutes for lunch
Summary
Discussion Questions and Exercises
9
Dining Room Management
Responsibilities of the Maître d’ or Host
Menu Meetings
Managing Reservations
Taking Telephone Reservations and “Take-Out” Orders
Greeting Guests
Table Selection
Professional Courtesies
Responding to Complaints
Server Training
Restaurant Reality
How to recover from disappointing circumstances
Summary
Discussion Questions and Exercises
10
Banquet, Catering, and Buffet Management
The Event Plan
Event Management
Customer Information
Date and Time Schedule
Number of Guests
Service Presentation
Menu
Bar Service
Open Bar
Cash Bar
Open Bar — Cash Bar Combination
Room Location
Room Floor Plan
Table Setup
Table Sizes
Length/Width/Seating
Table Arrangements
Head Table
Table Numbers
Accessories
Estimated Charges
Service Fee
Deposit Amounts and Payments
Restaurant Reality
The helpful service and details from a banquet/catering manager
Summary
Discussion Questions and Exercises
Glossary Common Menu Terms
Glossary Wine, Beer, Spirits, and Beverage Terms
Counter Service
Banquet Service
Room Service
Salad Bars
Dessert Tables and Trays
Setting a Table
Bread and Butter
Side Dishes and Condiments
Flatware Placement
Glassware
Cup and Saucer
Table Settings
Breakfast Table Setting
Lunch Table Setting
Dinner Table Setting
Formal Dinner Table Setting
Napkin Presentations
Restaurant Reality
What is happening with tabletop place settings?
Summary
Discussion Questions and Exercises
4
Service Readiness
Responsibilities that Support Good Service
Opening and Closing Side-Work
Closing Procedures
The Dining Room
The Menu
Breakfast Menu
Lunch Menu
Dinner Menu
Dessert Menu
Tablet Menus
Wine List
The Guest and the Menu
The Server and the Menu
Restaurant Reality
Work Smart or Work Hard?
Summary
Discussion Questions and Exercises
5
Serving Food and Beverages
Proper Table Service
Service Etiquette
Removing Dishes and Flatware
Booth Service
The Bartender / Server
Loading and Carrying a Tray
Carrying Glasses
Service Priorities and Timing
Server’s Assistant (or Busser) Responsibilities
Table Bussing
Customer Complaints and Issues
Restaurant Reality
Complaints are not always reasonable but always have a solution
Summary
Discussion Questions and Exercises
6
Beverages and Beverage Service
Responsible Alcohol Service
Incident Report
Wine and Wine Service
Proper Temperatures for Serving Wines
Ice Bucket Usage
Wine Presentation and Service
Opening Champagne or Sparkling Wine
Decanting Wine
Wine Glasses
Styles of Wine
Grape Varietals
Notable Wine Varietals and Food Pairings
Food and Wine Pairing
Distilled Spirits and Cocktails
Beers, Lagers, and Ales
Bottled Waters
Coffee
Types of Roasts
Baristas and Barista Training
Types of Coffee Drinks
Spirited Coffee Drinks
Tea
Restaurant Reality
A feeling of being welcome at home with hospitality and specialized drinks
Summary
Discussion Questions and Exercises
7
Guest Communication
Getting to Know Your Guests
Taking the Guest’s Order
Server Enthusiasm
Different Types of Guests
Guests with Special Needs
Anticipating the Guest’s Needs
Nonverbal Cues and Prompts
Suggestive Selling
Guidelines for Suggestive Selling
Servers Incentives
Showmanship sells suggestively
Service Timing
Emergency Situations
Connecting to the Guest to Create Guest Loyalty
Restaurant Reality
A welcoming greeting and personalized service creates loyal guests
Summary
Discussion Questions and Exercises
8
The Technology of Service
Benefits of Technology
Technology Applications
Handheld Touch-Screen Tablet
Product Management Applications
Tabletop Tablets
Kitchen Production Screen
Handheld Pay-At-The-Table Devices
Alert Manager Application
CRM (Customer Relationship Management) Application
Employee Scheduling and Communication
Training with Technology
Online Table Reservation Applications
Table Management Applications
Web Presence
Restaurant Reality
We only have 30 minutes for lunch
Summary
Discussion Questions and Exercises
9
Dining Room Management
Responsibilities of the Maître d’ or Host
Menu Meetings
Managing Reservations
Taking Telephone Reservations and “Take-Out” Orders
Greeting Guests
Table Selection
Professional Courtesies
Responding to Complaints
Server Training
Restaurant Reality
How to recover from disappointing circumstances
Summary
Discussion Questions and Exercises
10
Banquet, Catering, and Buffet Management
The Event Plan
Event Management
Customer Information
Date and Time Schedule
Number of Guests
Service Presentation
Menu
Bar Service
Open Bar
Cash Bar
Open Bar — Cash Bar Combination
Room Location
Room Floor Plan
Table Setup
Table Sizes
Length/Width/Seating
Table Arrangements
Head Table
Table Numbers
Accessories
Estimated Charges
Service Fee
Deposit Amounts and Payments
Restaurant Reality
The helpful service and details from a banquet/catering manager
Summary
Discussion Questions and Exercises
Glossary Common Menu Terms
Glossary Wine, Beer, Spirits, and Beverage Terms
Afgekapt op 60 regels
Rubrieken
- advisering
- algemeen management
- coaching en trainen
- communicatie en media
- economie
- financieel management
- inkoop en logistiek
- internet en social media
- it-management / ict
- juridisch
- leiderschap
- marketing
- mens en maatschappij
- non-profit
- ondernemen
- organisatiekunde
- personal finance
- personeelsmanagement
- persoonlijke effectiviteit
- projectmanagement
- psychologie
- reclame en verkoop
- strategisch management
- verandermanagement
- werk en loopbaan