Service at Its Best Waiter-Waitress Training

ISBN-10: 0130926264

ISBN-13: 9780130926265

Edition: 2002

List price: $102.40
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For undergraduate Hospitality/Travel/Tourism courses that focus on waiter/waitress training and service of food. Ideal as a competency-based training guide or simply as a reference manual for specific service questions, this all-inclusive book explains the key aspects and responsibilities of today's food servers. It contains broad and in-depth coverage on everything a good waiter or waitress will need to know to be successful in this very competitive and dynamic professionfrom restaurant industry statistics to how tips are calculated, the importance of poise and posture, the use of place settings, menu knowledge, the presentation of wine, recognizing the nonverbal cues and prompts of guests, understanding guest paging systems and touch-screen terminals, handling complaints, and much more. Self-contained chapters flow in a logical sequence and establish a step-by-step procedure for understanding and learning appropriate server skills.
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Book details

List price: $102.40
Copyright year: 2002
Publisher: Prentice Hall PTR
Publication date: 10/23/2001
Binding: Paperback
Pages: 199
Size: 8.00" wide x 10.50" long x 0.50" tall
Weight: 1.100
Language: English

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