An excellent training tool for both hospitality programs and working restaurant managers, Restaurant Service Basics, 2nd Edition considers the entire dining experience in situations ranging from formal to casual. Step-by-step instructions guide readers through service functions. Different types of service: French, American, English, Russia, Family-style, and Banquet are explained in detail, along with universally important safety, sanitation, and emergency procedures. This Second Edition features end-of-chapter projects that incorporate real-life situations, as well as enhanced coverage of point-of-service and other technology use in restaurants.

Table of Contents:
Preface ix Chapter 1: The Server 1 Objectives 1 Service and Hospitality 2 Advantages of Being a Server 2 Qualifications for the Job 4 Personal Appearance on the Job 6 The Uniform 6 Hygiene and Grooming 8 Your Role in the Restaurant Organization 8 Teamwork with Coworkers and Supervisors 9 Issues Regarding Restaurant Employment 11 Respecting the Diversity of All People 11 Preventing Harassment on the Job 12 Keeping Violence and Drugs out of the Workplace 12 Safety and Preventing Accidents 13 Taking Sanitation Seriously 13 Key Terms 14 Review 14 Projects 14 Case Problem 15 Chapter 2: Types of Establishments, Types of Service, and Table Settings 17 Objectives 17 Types of Establishments 18 Types of Table Service 18 French Service 18 Russian Service 21 English Service 22 American Service 22 Banquet Service 25 Family-Style Service 28 Buffets 28 Salad Bars, Oyster Bars, and Dessert Tables 30 Key Terms 33 Review 33 Projects 34 Case Problem 34 Chapter 3: Before the Guests Arrive 35 Objectives 35 Station Assignments 36 Reservations 36 Dining Room Preparation 38 Preparing the Tables 38 Folding the Napkins 41 Preparing the Sidestand 41 Studying the Menu 46 What Is a Menu? 46 Why Study the Menu? 46 Types of Menus 48 Content of the Menu 48 Methods of Food Preparation 53 Preparation Time 54 Meal Accompaniments 55 Closing the Dining Room 56 Key Terms 58 Review 58 Projects 59 Case Problem 59 Chapter 4: Initiating the Service 61 Objectives 61 Seating Guests 62 Who Seats Guests? 62 Where to Seat Guests 62 How to Seat Guests 63 Controlling Seating 64 Approaching the Guests 65 Taking Orders 65 Technique of Taking Orders 65 Methods of Taking Orders 67 Appropriate Topics of Conversation 70 Answering Questions 70 Making Suggestions and Increasing Sales 71 Timing the Meal 73 Placing Orders in the Kitchen 73 Picking up Orders from the Kitchen 75 Key Terms 76 Review 76 Projects 77 Case Problem 77 Chapter 5: Serving the Meal 79 Objectives 79 Serving Tables and Booths 80 Serving Each Course 80 Serving Beverages 82 Serving at Booths 84 Clearing Dishes from the Table 84 Efficiency When Serving 86 Minimizing Steps 86 Maintaining Food Quality 86 Attending to Guests 86 Giving Special Amenities 86 Handling Unusual Circumstances 87 Your Behavior toward All Guests 87 Handling Guests with Special Needs 87 Handling Complaints 89 The Guest Check and Payment 90 Receiving the Tip 92 Increasing the Tip 95 Reporting Tips 95 Key Terms 97 Review 97 Projects 98 Case Problem 98 Chapter 6: Safety, Sanitation, and Emergency Procedures 99 Objectives 99 Safety: Preventing Accidents 100 Food Safety and Sanitation Responsibilities 103 Emergency Procedures 107 Fire 108 Severe Weather 108 Electrical Blackouts 109 Injury or Serious Illness 109 Key Terms 113 Review 113 Projects 113 Case Problem 114 Chapter 7: Handling Service Using Technology 115 Objectives 115 Computers in Restaurants 116 Components of a POS System 118 Office Computer 118 Server Terminal with Touch Screen Monitor 118 Printer 120 Cash Drawer 120 Magnetic Card Reader 120 Handheld Order Terminal 121 Taking Orders Using a POS System 122 Getting Orders to and from the Bar and Kitchen 124 Completing Each Transaction 124 Closing at the End of the Day 126 Advantages of a POS System 128 Advantages and Disadvantages of Handheld Order Terminals 129 Restaurant Reservations and Table Management 130 Advantages of Restaurant Reservation and Table Management Software 130 Guest Paging 131 Advantages of Guest Paging 132 Key Terms 134 Review 134 Projects 134 Case Problem 135 Chapter 8: Wine and Bar Service 137 Objectives 137 Significance of Serving Wine, Beer, and Liquor 138 The Concern about Serving Alcohol in Restaurants 139 Wine Service 141 Wine Merchandising 141 Characteristics of Wine 141 Types of Wines 143 Temperature of Wine 143 Wines and Foods that Complement Each Other 145 The Amount of Wine to Order 145 Wine Glasses 145 Wine Lists and Wine Charts 147 Taking the Wine Order 148 Procedure for Opening and Serving Wine 148 Beer Service 154 Types of Beer 154 Types of Beer Glasses 155 Procedure for Serving Beer 156 Liquor Service 156 Types of Liquor 156 Temperature of Drinks 157 Liquor Glassware 157 Popular Cocktails and Mixed Drinks 158 Procedure for Serving Drinks 158 Nonalcoholic Drinks 161 Key Terms 163 Review 163 Projects 164 Case Problem 165 Resource A: Definitions of Key Terms from the Text 167 Resource B: Definitions ofMenu and Service Terms 177 Resource C: Recommended Resources for Further Information 189 Index 191