Professional Server, The

1
The Professional Server 

The Economic Importance of the Restaurant Industry 

Advancement Opportunities 

Income Opportunities 

Tipping Standard 

Getting Stiffed (Left With No Tip) 

Tip Credit 

Non-Tipping Restaurants 

Occupational Advantages for Professional Servers 

Occupational Disadvantages for Professional Servers 

Challenges for the Restaurant Industry 

Job Qualifications 

Restaurant Reality 
Never judge a book by its cover
Summary 
Discussion Questions and Exercises 
2
Professional Appearance 

Server Health 

Grooming Standards 

Grooming Guidelines

Body Language, Poise, and Posture 

Uniforms and Aprons 

Shoes 

Restaurant Reality 
When how you look and perform your duties is noticed
Summary 
Discussion Questions and Exercises 
3
Table Service, Table Settings, and Napkin Presentations 

Table Service 
American Service (Individual Plate Service) 
Butler Service 
English Service 
Modified English Service
Russian Service 
French Service 

Other Types of Service 
Family Service
Counter Service 
Banquet Service 
Room Service 

Salad Bars 

Dessert Tables and Trays 

Setting a Table 

Bread and Butter 

Side Dishes and Condiments

Flatware Placement 

Glassware

Cup and Saucer

Table Settings

Breakfast Table Setting

Lunch Table Setting 

Dinner Table Setting 

Formal Dinner Table Setting

Napkin Presentations 

Restaurant Reality
What is happening with tabletop place settings?
Summary 
Discussion Questions and Exercises 
4
Service Readiness 

Responsibilities that Support Good Service 

Opening and Closing Side-Work 

Closing Procedures 

The Dining Room

The Menu 
Breakfast Menu 
Lunch Menu 
Dinner Menu 
Dessert Menu
Tablet Menus
Wine List 

The Guest and the Menu 

The Server and the Menu 

Restaurant Reality
Work Smart or Work Hard?
Summary 
Discussion Questions and Exercises 
5
Serving Food and Beverages 

Proper Table Service

Service Etiquette

Removing Dishes and Flatware

Booth Service

The Bartender / Server

Loading and Carrying a Tray 

Carrying Glasses 

Service Priorities and Timing 

Server’s Assistant (or Busser) Responsibilities

Table Bussing

Customer Complaints and Issues

Restaurant Reality 
Complaints are not always reasonable but always have a solution
Summary 
Discussion Questions and Exercises 
6
Beverages and Beverage Service 

Responsible Alcohol Service 
Incident Report

Wine and Wine Service 

Proper Temperatures for Serving Wines 

Ice Bucket Usage 

Wine Presentation and Service 

Opening Champagne or Sparkling Wine 

Decanting Wine 

Wine Glasses 

Styles of Wine  

Grape Varietals
Notable Wine Varietals and Food Pairings 

Food and Wine Pairing

Distilled Spirits and Cocktails 

Beers, Lagers, and Ales 

Bottled Waters 

Coffee 

Types of Roasts
Baristas and Barista Training 
Types of Coffee Drinks 
Spirited Coffee Drinks

Tea 

Restaurant Reality
A feeling of being welcome at home with hospitality and specialized drinks
Summary 
Discussion Questions and Exercises 
7
Guest Communication 

Getting to Know Your Guests 

Taking the Guest’s Order

Server Enthusiasm 

Different Types of Guests 

Guests with Special Needs 

Anticipating the Guest’s Needs 

Nonverbal Cues and Prompts 

Suggestive Selling 

Guidelines for Suggestive Selling 

Servers Incentives 

Showmanship sells suggestively 

Service Timing 

Emergency Situations 

Connecting to the Guest to Create Guest Loyalty

Restaurant Reality
A welcoming greeting and personalized service creates loyal guests
Summary 
Discussion Questions and Exercises 
8
The Technology of Service 

Benefits of Technology 

Technology Applications 

Handheld Touch-Screen Tablet 

Product Management Applications 

Tabletop Tablets 

Kitchen Production Screen 

Handheld Pay-At-The-Table Devices 

Alert Manager Application 

CRM (Customer Relationship Management) Application 

Employee Scheduling and Communication 

Training with Technology 

Online Table Reservation Applications

Table Management Applications

Web Presence

Restaurant Reality
We only have 30 minutes for lunch
Summary 
Discussion Questions and Exercises 
9
Dining Room Management 

Responsibilities of the Maître d’ or Host 

Menu Meetings 

Managing Reservations 

Taking Telephone Reservations and “Take-Out” Orders 

Greeting Guests 

Table Selection 

Professional Courtesies  

Responding to Complaints 

Server Training 

Restaurant Reality
How to recover from disappointing circumstances
Summary 
Discussion Questions and Exercises 
10
Banquet, Catering, and Buffet Management 

The Event Plan 

Event Management

Customer Information
Date and Time Schedule
Number of Guests

Service Presentation 

Menu

Bar Service
Open Bar
Cash Bar
Open Bar — Cash Bar Combination

Room Location 
Room Floor Plan 
Table Setup 
Table Sizes 
Length/Width/Seating 
Table Arrangements 
Head Table 
Table Numbers

Accessories 

Estimated Charges
Service Fee
Deposit Amounts and Payments

Restaurant Reality
The helpful service and details from a banquet/catering manager
Summary 
Discussion Questions and Exercises 

Glossary Common Menu Terms 

Glossary Wine, Beer, Spirits, and Beverage Terms