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| Foreword | |
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| Perspective | |
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| Acknowledgments | |
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| Organization of Text | |
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| An Effective Waiter--Waitress (Server) | |
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| A Professional Association | |
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| From the Authors | |
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| About the Authors | |
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| The Professional Waiter--Waitress | |
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| Learning Objectives | |
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| United States Restaurant Industry Statistics | |
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| Income Opportunities | |
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| Tip Credit | |
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| The Saturday Market Theory of Waiting Tables | |
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| Tipping | |
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| Getting Stiffed | |
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| Tipping and the Internal Revenue Service (IRS) | |
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| Occupational Advantages | |
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| Occupational Disadvantages | |
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| Job Qualifications | |
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| Advancement Opportunities | |
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| Overview | |
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| Discussion Questions and Exercises | |
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| Professional Appearance | |
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| Learning Objectives | |
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| Grooming Standards | |
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| Poise and Posture | |
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| Uniforms and Aprons | |
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| Shoes | |
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| Server Health | |
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| Overview | |
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| Discussion Questions and Exercises | |
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| Table Settings, Napkin Presentations, and Table Service | |
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| Learning Objectives | |
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| Preset Breakfast and Lunch Table Setting | |
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| Preset Dinner Table Setting | |
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| Wine and Beverage Setting | |
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| Placemats | |
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| Salt and Pepper, Sugar and Creamer | |
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| Rolls and Butter | |
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| Napkin Presentations | |
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| Tablecloths | |
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| Table Service | |
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| Other Types of Service | |
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| Salad Bars | |
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| Dessert Tables and Carts | |
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| Overview | |
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| Discussion Questions and Exercises | |
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| Serving Food and Beverages | |
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| Learning Objectives | |
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| Twenty-Five Tips for Proper Table Service | |
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| Loading and Carrying a Tray | |
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| Carrying Multiple Plates | |
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| Carrying Glasses | |
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| Service Priorities and Timing | |
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| Handling Difficult Situations | |
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| Customer Complaints--A Unique Opportunity for the Server | |
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| Table Bussing | |
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| Overview | |
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| Discussion Questions and Exercises | |
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| Service Preparedness | |
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| Learning Objectives | |
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| The Menu | |
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| The Guest and the Menu | |
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| The Server and the Menu | |
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| Responsibilities that Support Good Service | |
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| Service Teams | |
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| Closing Procedures | |
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| Overview | |
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| Discussion Questions and Exercises | |
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| Wine and Beverage Service | |
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| Learning Objectives | |
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| Proper Temperatures for Serving Wines | |
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| Ice Bucket Usage | |
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| Presentation and Service | |
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| Decanting Wine | |
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| Wine Glasses | |
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| Wine Varietals | |
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| Spirits and Cocktails | |
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| Terms to Know | |
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| Beers, Lagers, and Ales | |
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| Responsible Alcohol Service | |
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| Bottled Waters | |
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| Coffee | |
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| Tea | |
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| Overview | |
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| Discussion Questions and Exercises | |
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| Guest Communication | |
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| Learning Objectives | |
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| A Personal Connection | |
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| Server Enthusiasm | |
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| Different Types of Guests | |
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| Anticipating the Guest's Needs | |
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| Nonverbal Cues and Prompts | |
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| Suggestive Selling | |
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| Taking the Guest's Order | |
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| Service Timing | |
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| Emergency Situations | |
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| Overview | |
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| Discussion Questions and Exercises | |
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| The Technology of Service | |
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| Learning Objectives | |
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| Basic Point-of-Sale (POS) Terms | |
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| Technology Applications | |
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| Benefits of Technology | |
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| Restaurant Websites | |
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| E-mail or Fax | |
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| Training with Technology | |
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| Overview | |
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| Discussion Questions and Exercises | |
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| The Host/Hostess | |
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| Learning Objectives | |
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| Greeting Guests | |
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| Table Selection | |
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| Professional Courtesies | |
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| Handling Complaints | |
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| Taking Telephone Reservations and "To Go" Orders | |
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| Server Supervision | |
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| Menu Meetings | |
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| Overview | |
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| Discussion Questions and Exercises | |
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| Waiter--Waitress Profiles | |
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| Learning Objective | |
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| Profiles | |
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| About AIMHIRE Software | |
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| Illustrative Example | |
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| AIMHIRE Tutorial Program | |
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| Overview | |
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| Discussion Questions and Exercises | |
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| Common Menu Terms | |
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| Wine Terminology: General, Sight, Smell, and Taste | |
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| Spirit Brands and Related Cocktails | |
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| Ales, Lagers, and Non-Alcoholic Beers | |
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| Index | |