Presenting service : the ultimate guide for foodservice professionals / Lendal H. Kotschevar, Valentino Luciani.

ISBN:

9780471475781

Title:

Author:

Kotschevar, Lendal Henry, 1908-

Personal Author:

Kotschevar, Lendal Henry, 1908-

Edition:

2nd ed.

Publication Information:

Hoboken, NJ : John Wiley & Sons, 2006.

Physical Description:

x, 255 p. : ill. ; 28 cm.

Contents:

1. A historical overview of service -- 2. The professional server -- 3. Exceeding people's needs -- 4. Service mise en place -- 5. Service in various industry segments -- 6. Service areas and equipment -- 7. Classic service styles -- 8. Serving the meal -- 9. Bar and beverage service -- 10. Management's role in service -- 11. Table etiquette.

Subject Term:

Food service.

Food service employees -- Training of.

Added Author:

Luciani, Valentino.

Format:

Books

Electronic Access:

Publisher description http://www.loc.gov/catdir/enhancements/fy0626/2005056823-d.html

Publication Date:

2006

Publication Information:

Hoboken, NJ : John Wiley & Sons, 2006.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
642.6 KOT	Book	1	Standard shelving location	Searching... Unknown

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Summary

Serving people is difficult and demanding work, but the rewards outweigh the challenges. Education, training, and a professional atti-tude are the ingredients needed to harvest those rewards. Presenting Service, 2E educates servers, supervisors, and managers in the techniques and demeanor of professional service. This book pays special attention to the historical context of service, the manager's role in good service including hiring and managing employees, how to become a good server, and the various types of service in food-service operations. There is an art to good service that can be trained and taught, and Presenting Service provides the manager with the skills to create a good dining experience through good service.

Author Notes

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

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

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Bound With These Titles

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Summary

Summary

Author Notes

Table of Contents