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Textbook
Presenting Service: The Ultimate Guide for the Foodservice Professional, 2nd EditionMarch 2006, ©2007
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1 A Historical Overview of Service.
Introduction.
The Age of Service.
Service: A Total Concept.
A Historical Overview of Service.
Chapter Summary.
Chapter Review.
Case Studies..
2 The Professional Server.
Introduction.
Finding Work.
Looking Professional.
Demeanor and Attitude of Successful Servers.
Learning Skills.
Product Knowledge.
Suggestive Selling.
Organization.
Tips.
Unions.
Laws Affecting Servers.
Chapter Summary.
Chapter Review.
Case Studies.
3 Exceeding People’s Needs.
Introduction.
Managing Guest Complaints.
Serving Guests with Special Needs.
Chapter Summary.
Chapter Review.
Case Study.
4 Service Mise en Place.
Introduction.
Getting Ready.
Clearing and Resetting Tables.
Ending the Meal.
Quick-service Mise en Place.
The Cash Bank.
Chapter Summary.
Chapter Review.
Case Study.
5 Service in Various Industry Segments.
Introduction.
Banquet Service.
Service for Specific Meals.
Buffet Service.
Other Service.
Chapter Summary.
Chapter Review.
Case Studies.
6 Service Areas and Equipment.
Introduction.
Dining Area Equipment.
Table Service Equipment.
Menus.
Service Staff.
Chapter Summary.
Chapter Review.
Case Study.
7 Classic Service Styles.
Introduction.
French Service.
Russian Service.
American Service.
English Service.
Chinese Service.
Chapter Summary.
Chapter Review.
Case Study.
8 Serving the Meal.
Introduction.
Steps in Serving.
Greeting and Seating the Guests.
General Rules and Procedures for Serving.
Taking the Order.
Serving the Guests.
Clearing Tables.
Presenting the Check and Saying Goodbye.
Closing.
Formal Dining.
The Busperson’s Role.
Chapter Summary.
Chapter Review.
Case Studies.
9 Bar and Beverage Service.
Introduction.
Some Important Facts about Beverage Alcohol.
Knowing Spirits.
Knowing Wine.
Knowing Beer.
Knowing Nonalcoholic Beverages.
Hospitality Behind the Bar.
Serving Spirits.
Serving Wine.
Serving Sparkling Wine.
Serving Beer.
Serving Nonalcoholic Drinks.
Serving Alcohol Responsibly.
Chapter Summary.
Chapter Review.
Case Studies.
10 Management’s Role in Service.
Introduction.
Establishing Service Standards.
Management Functions.
Motivating Servers.
Scheduling Servers.
Dining Room Arrangement.
Kitchen Arrangement.
Training Servers.
Reservations.
Chapter Summary.
Chapter Review.
Case Studies.
11 Table Etiquette.
Introduction.
A History of Table Etiquette.
Principles of Public Dining Etiquette.
Tipping.
Dining Etiquette of Various Cultures.
Chapter Summary.
Chapter Review.
Case Studies.
Glossary.
Appendix: Duties of Service Workers.
Index.
Valentino Luciani, CHE, is a former lecturer in the William F. Harrah College of Hotel Administration at the University of Nevada, Las Vegas.
- A full chapter on Bar and Beverage Service is new and includes coverage of specialty coffees, cocktails, wine service, and table etiquette as well as important information on serving alcohol responsibly specialty
- Classic Service Styles including the techniques of French, Russian, American, English, and Chinese service are described in a separate new chapter.
- A new chapter on Table Etiquette contains a historical perspective as well as a complete description of etiquette rules concerning special foods and various cultures such as European, Chinese Indian and Middle Eastern Dining.
- Features Customer Service and Foodservice Security boxes that convey tips and best practices for handling customer and security issues throughout the book.
- An expanded new glossary that includes additional key terms for bar and beverage service, table etiquette, and classic service styles.
- Includes a new appendix: Duties of Some Service Workers that explains the responsibilities of the frontline staff including the host, server, bus person, and bar server.
- Features Internet sources at the end of each chapter that provides websites for additional information presented in the chapter.
- Provides students with the skills to create a good dining experience through good service.
- Includes helpful pedagogy throughout, such as learning objectives, key terms, chapter summaries, chapter reviews, and boxes covering such key topics as customer service, foodservice security, and sanitation
- Filled with checklists that easily walk the server and manager through good service practices
- Case studies are included throughout, which give students exposure to real world scenarios
