Introduction -- Chapter 1 -- The Serving Staff -- How to Hire a Good Service Staff -- What Makes a Good Server? -- Job Lists -- Server Job List -- Bus Person Job List -- Providing Great Service -- Service - What Not To Do! -- Chapter 2 -- Types of Service and Table Settings -- Types of Restaurants -- Chapter 3 -- Hosting -- Duties of the Restaurant Host/Hostess -- Inspecting the Dining Room -- Providing Excellent Service -- Supervising the Service -- The Nature of Host Work -- Performing Clerical Work -- Making Arrangements for Special Parties -- Serving Special Parties -- Receiving Customers -- Chapter 4 -- Table Service -- American Service -- French Service -- English Service -- Russian Service -- Buffet Service -- Family-Style -- Left or Right? -- Table Side Service -- Table Settings -- Setting the Table -- General Rules for Table Service -- Setting an Elegant Table -- Folding Napkins -- Centerpieces -- Chapter 5 -- Taking Orders -- Giving and Collecting Orders -- Approaching the Table -- Giving a Friendly Greeting -- Giving Prompt Attention -- Taking a Drink Order -- Serving the Drinks -- Explaining the Menu -- Taking the Food Order -- Delivering the Food -- Checking Back -- Dessert -- Presenting the Check -- Clearing the Table -- Serving Multiple Tables -- Tips for Serving Customers -- Chapter 6 -- Carrying Trays -- Food Trays -- Loading Trays -- Cocktail Trays -- Arm Service -- Bussing -- Chapter 7 -- Suggestions and Suggestive Selling -- Suggesting Selections to the Customer -- Making Substitutions -- Purposes of Suggestive Selling -- Suggesting Additional Items -- Suggesting Higher-Priced Items -- Value-Added Service -- Chapter 8 -- Take Care of the Kids -- Speedy Service -- Kid-Friendly Menus -- Healthy Choices -- Kids' Specials -- Kid-Friendly Cups -- Games and Play Spaces -- Talk to the Kids -- Seats -- Keep an Eye out for Messes.

Changing Stations -- Step Stools -- Chapter 9 -- Server Side-Work Duties -- Setting Up Coffee Service -- Setting Up Bread Baskets -- Handling Customer Complaints -- Dealing with Difficult Customers -- Remember These Golden Rules: -- Handling Problems -- Chapter 10 -- Menu Knowledge -- Cooking Terms and Methods on Preparation -- Chapter 11 -- Restaurant Technology -- New Technology -- Electronic Ordering -- Handling Money -- Writing Orders -- Presenting the Check -- Problems -- Guest Tickets and the Cashier -- Getting Orders to the Kitchen -- Chapter 12 -- Tipped Employees -- The Tip Rate Determination and Education Program -- Additional Information on Tip-Reporting -- Employee Tip-Reporting Frequently Asked Questions -- Tips-Reporting Policies -- Chapter 13 -- Beverage Service -- Alcohol Sales Policies -- Alcohol Safety -- How to Serve Alcohol -- Types of Alcohol -- Bar Terms -- Wine -- Bottle Sizes -- Wine Language -- Helping a Customer Choose Wine -- Serving Wine -- Pronunciation -- Wine and Food -- Wine Resources -- Wine Labels -- Tasting Tips -- Describing Wine -- Glassware -- Serving Wine -- Pouring Procedures -- Free-Pouring -- Pouring Draft Beer -- Common Beer-Pouring Problems -- Real Whipped Cream -- Freshly Squeezed Juices -- Garnishes -- Enhancing Drink Quality -- Chapter 14 -- Bussing -- Chapter 15 -- Sanitation and Safety -- Red Cross -- Fire department -- OSHA -- Preventing Accidents -- Strains -- Slipping and Falling -- Fires -- Choking -- Exposure to Hazardous Chemicals -- How to Read the MSDS: -- What is HACCP? -- Avoid Bacterial Cross-Contamination -- Online Information Resources -- Bacteria Primer -- Dangerous Forms of Bacteria -- Controlling Bacteria -- Hygiene -- Conclusion -- Glossary -- Bibliography.