Table of Contents
Introduction 11
Chapter 1 Why Should I Be a Server? 13
What Makes A Good Server? 15
Effective communicator 16
High energy 16
Flexibility 16
Can handle stress 17
Cooperative 18
Courteous 18
Desire to please others 18
Empathic 18
Neat and clean appearance 19
Giving Awesome Service 20
Smile 20
Keep yourself updated 21
Recognition 22
Listen to your customers 23
Make eye contact 23
Learn shorthand codes 24
Rules of the road 24
Rules of recovery 24
Be courteous 25
Be knowledgeable 25
Acknowledge the customer quickly 25
Up-selling 26
Be on good terms with the back of the house 26
Show gratitude 27
Types of Restaurants 27
Fine dining 28
Bistro/Trattoria 29
Family 29
Staff Positions and Duties 29
General Manager 29
Dining Room Manager 30
Captain 30
Host 30
Wine Steward 31
Head Waiter 31
Server 32
Bus Person/Server Assistant 32
Chapter 2 Your First Day 33
Know Your Schedule 34
Don't Show Up Late 34
Pick Up the Pace 35
Don't Be a Gossiper 36
Get Ready For Side Work 36
Don't Ask Lame Questions 37
Chapter 3 Hosting and Welcoming Guests 39
Duties of the Restaurant Host/Hostess 41
Seating questions 41
Serving questions 42
Kitchen questions 42
Large party questions 43
Inspecting the Dining Room 45
Providing Excellent Service 46
Making Arrangements for Special Parties 47
Serving Special Parties 48
Receiving Customers 50
Chapter 4 Giving Great Service 53
Anticipate Your Guests' Needs 53
Are they done? 54
Little things to just know 55
Approaching the Table 56
Giving a friendly greeting 56
Giving prompt attention 57
Drink orders 59
Give Great Table Service 59
Setting the table 63
Folding napkins 65
Centerpieces 65
Breakfast Service 67
Order of breakfast service 68
Lunch Service 69
Order of lunch service 69
Dinner Service 71
Order of dinner service 71
Carrying Trays 71
Loading trays 72
Cocktail trays 73
Arm service 74
Bussing 74
Taking Care of Children 74
Keep them occupied 74
Speedy service 75
Keep an eye out for messes 76
Chapter 5 Taking Orders 79
Giving and Collecting Orders 81
Timing the order 82
Explaining the menu 82
Taking the food order 83
Delivering the food 83
Checking back 84
Dessert 84
Presenting the check 84
Serving Multiple Tables 86
General Tips for Serving Customers 86
Approach the table 86
Get guests settled 87
Take drink order 87
Serve drinks 87
Tell about specials 87
Check back for second drink order and appetizer order 88
Take food order 88
Meeting special requests 89
Deliver salads and appetizers 90
Serving food and picking up food 90
Preparing the table for serving and clearing dishes 91
Delivering food 91
Dessert 92
Clearing the table 93
Paying the check 94
Chapter 6 Suggestive Selling 97
Suggesting Selections to the Customer 99
Making Substitutions 100
Purposes of Suggestive Selling 100
Meeting the Needs of the Customer 101
Upselling Items 103
Promoting Specials 104
Suggesting Higher-Priced Items 105
Timing of Suggestions 105
Value-Added Service 106
Make recommendations 107
Remember guests' likes and dislikes 107
Be willing to customize 107
Suggest alternatives 107
Single diners 108
Reinforce a guest's choice 108
Make personal recommendations 109
Bring extra napkins 109
Anticipate needs 109
Coffee refills 110
"Doggie" bags 110
Keep an eye on your tables 110
Mindful of the disabled 111
Older guests 111
Adding festivity 111
Tell the cooks good news 111
Make your movements in-visible 111
Talk it up 112
Chapter 7 Dealing with the Dark Side 113
Handling Customer Complaints 114
Dealing with Difficult Customers 115
Handling Problems 117
The drunk customer 117
The rowdy table 119
Pets 119
The well-known guest 120
Accidents 120
Chapter 8 Understanding Alcohol 123
How to Serve Alcohol 127
Tequila 135
Bar Terms 138
Wine 140
Serving wine 141
Tasting tips 143
Chapter 9 Restaurant Safety 147
Preventing Accidents 147
Strains 149
Slipping and Falling 150
Choking 150
Avoid Bacterial Cross-Contamination 151
Bacteria Primer 154
Dangerous forms of bacteria 156
Hygiene 158
Conclusion 163
Appendix: FAQs About Tips 165
Glossary 169
Appendix 173
Bibliography 173
Index 177
