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Presenting Service


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Table of Contents

ix Preface 1 A Historical Overview of Service 2 Introduction 2 The Age of Service 3 Service: A Total Concept 6 A Historical Overview of Service 16 Chapter Summary 17 Chapter Review 17 Case Studies 2 The Professional Server 20 Introduction 20 Finding Work 20 Looking Professional 21 Demeanor and Attitude of Successful Servers 24 Learning Skills 24 Product Knowledge 24 Suggestive Selling 25 Organization 28 Tips 29 Unions 30 Laws Affecting Servers 33 Chapter Summary 34 Chapter Review 34 Case Studies 3 Exceeding People's Needs 36 Introduction 36 Managing Guest Complaints 39 Serving Guests with Special Needs 42 Chapter Summary 43 Chapter Review 43 Case Study 4 Service Mise en Place 46 Introduction 47 Getting Ready 62 Clearing and Resetting Tables 63 Ending the Meal 64 Quick-service Mise en Place 65 The Cash Bank 67 Chapter Summary 68 Chapter Review 68 Case Study 5 Service in Various Industry Segments 70 Introduction 70 Banquet Service 77 Service for Specific Meals 79 Buffet Service 82 Other Service 86 Chapter Summary 87 Chapter Review 87 Case Studies 6 Service Areas and Equipment 92 Introduction 92 Dining Area Equipment 97 Table Service Equipment 100 Menus 102 Service Staff 105 Chapter Summary 106 Chapter Review 107 Case Study 7 Classic Service Styles 110 Introduction 110 French Service 115 Russian Service 116 American Service 118 English Service 119 Chinese Service 121 Chapter Summary 122 Chapter Review 123 Case Study 8 Serving the Meal 126 Introduction 126 Steps in Serving 126 Greeting and Seating the Guests 129 General Rules and Procedures for Serving 133 Taking the Order 138 Serving the Guests 140 Clearing Tables 141 Presenting the Check and Saying Goodbye 143 Closing 143 Formal Dining 144 The Busperson's Role 146 Chapter Summary 148 Chapter Review 148 Case Studies 9 Bar and Beverage Service 152 Introduction 153 Some Important Facts about Beverage Alcohol 155 Knowing Spirits 158 Knowing Wine 163 Knowing Beer 165 Knowing Nonalcoholic Beverages 168 Hospitality Behind the Bar 169 Serving Spirits 171 Serving Wine 173 Serving Sparkling Wine 174 Serving Beer 174 Serving Nonalcoholic Drinks 175 Serving Alcohol Responsibly 179 Chapter Summary 181 Chapter Review 185 Case Studies 10 Management's Role in Service 188 Introduction 188 Establishing Service Standards 189 Management Functions 193 Motivating Servers 198 Scheduling Servers 199 Dining Room Arrangement 199 Kitchen Arrangement 199 Training Servers 202 Reservations 205 Chapter Summary 206 Chapter Review 207 Case Studies 11 Table Etiquette 212 Introduction 212 A History of Table Etiquette 213 Principles of Public Dining Etiquette 220 Tipping 221 Dining Etiquette of Various Cultures 225 Chapter Summary 226 Chapter Review 227 Case Studies 229 Glossary 237 Appendix: Duties of Service Workers 243 Index

About the Author

Lendal H. Kotschevar, PhD, FMP, is Professor Emeritus at Florida International University. Valentino Luciani, CHE, is a former lecturer in the William F. Harrah College of Hotel Administration at the University of Nevada, Las Vegas.

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