Professional Server, The: A Training Manual, 3rd Edition Solution Manual

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1Online Instructor’s ManualforTheProfessional ServerTHIRDEditionEdward E. SandersNew York City College of TechnologyMarcella GiannasioJohnson & Wales University

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3TABLE OFCONTENTS1The Professional Server7SummaryLearning ObjectivesDiscussion Questions and Exercises2.Professional Appearance17SummaryLearning ObjectivesDiscussion Questions and Exercises3.Tables Service,Table Settings, andNapkin Presentations23SummaryLearning ObjectivesDiscussion Questions and Exercises4.Service Readiness32SummaryLearning ObjectivesDiscussion Questions and Exercises5.Serving Food and Beverages43SummaryLearning ObjectivesDiscussionQuestions and Exercises

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46.Beverages and Beverage Service61SummaryLearning ObjectivesDiscussion Questions and Exercises7.Guest Communication73SummaryLearning ObjectivesDiscussion Questions and Exercises8.TheTechnology of Service87SummaryLearning ObjectivesDiscussion Questions and Exercises9.Dining Room Management95SummaryLearning ObjectivesDiscussion Questions and Exercises10.Banquet, Catering, and BuffetManagement102SummaryLearning ObjectivesDiscussion Questions and Exercises

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5PREFACEEach chapter in this Instructor’s Manual contains: 1) a chapter summary, 2) restatementof the learning objectives from the text, and 3) restatement of the discussion questions andexercises from the text along with answers.The bookis written in such a way that the chapters flow in a logical sequence, establishinga step-by-step procedure for understanding and learning appropriate server skills. The chapters arealso self-contained, so that the reader can go directly to any chapterfor specificinformation.Therefore, the bookcan be used as a training guide or a reference manual for specific servicequestions.Chapter 1—The Professional Server—introduces the studenttothe economic importanceof therestaurant industryalong withincomeand advancementopportunitiesfor servers. Thetipping standard, tip credit, and tip income reporting to the Internal Revenue Service are explained.Also, the advantages and disadvantages of non-tipping restaurants are presented with a non-tippingmenu example. Occupational advantagesand disadvantages are identified along with the basic jobqualifications.Chapter 2—Professional Appearance—discusses the importance of server health and themany aspects of grooming standards and guidelines. Correct body language, poise, and posture arepresented along with the types of uniforms and aprons that may be used and the value of safeshoes.Chapter 3—Table Service, Table Settings, and Napkin Presentations—begins with detailedexplanations for the specific types of table service, which includes the following: American service(individual plate service), butler service, English service, modified English service, Russian

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6service, and French Service. The other types of service are also explained, such as family service,counter service, banquet service, and room service; and in addition the effective use of salad barsand dessert tables and trays is presented. Setting a table and the basic table settings for breakfast,lunch, dinner, and formal dinner along with the appropriate wine and beverage settings areexplained. The use of place mats and the correct placement of salt and pepper shakers, sugar andcreamers, rolls and butter, and side dishes are discussed. Napkin presentations and various foldingprocedures are clearly illustrated.Chapter 4—Service Readiness—presents the responsibilities of a server that support goodservice, which include opening and closingside-work as well asclosing procedures. The chapterfurther discusses breakfast,brunch,lunch, and dinner menus, along with tablet menus andwinelists. The importance ofgainingmenu knowledge by the server is emphasized along with the roleof the server in helping the guest understand the menu and menu terms.Chapter 5—Serving Food and Beverages—explains proper table service and serviceetiquette that include the technique of carrying multiple plates, carrying glasses, and also thecorrect procedures for loading and carrying trays. The role of the bartender/server is also discussed.Service priorities and timing, along with effectively handling difficult situations, are identified andsupported with positive responses. Table bussing is detailed with procedures for using a cart ortray, as well as the procedure for setting up with the use of a tray, along with identifying additionalserver’s assistant/busser responsibilities.Chapter6—Beverage and Beverage Service—begins with responsible alcohol servicebeing reviewed and emphasized. The proper temperatures for serving winesare identifiedalongwith the correct procedures for using an ice bucket. The presentation and service of wine is

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7illustrated step by step, beginning with presenting a bottle of wine to a guest, properly opening it,and the appropriate method of pouring the wine. The reasons and the procedure for decanting wineare also discussed. The various shapes of wine glasses are shown, identifying their appropriate usefor the type of wine being served. Wine varietals are introducedand explained so that the studentgains a basic understanding of wine, along with food and wine pairing.Spirits and cocktails arediscussed, alongwith popular spirit brands, cocktail choices, and related terms the server shouldknow. Beers, lagers, and ales are defined, and the correct procedure for serving beer is explained.The correct procedure for serving bottled waters is discussed. Coffee drinks that include espresso,café lattes, cappuccino, mochas, and the application of coffee with a spirit beverage are explained,along with the use of the French Press for coffee service. Tea varieties and service are alsopresented.Chapter 7—Guest Communication—begins with the server personally connecting with theguest through an individual sense of enthusiasm. Varieties of possible guest types are discussed,along with tips for anticipating the guest’s needs and how to look for nonverbal cues and prompts.Suggestive selling is detailed, with techniques for upselling to the guest, suggesting related menuitems, new menu items or the chef’s specialties, items for special occasions, and take-home items.The guidelines for suggestive selling are presented and illustrated. The correct procedure for takingthe guest’s order is discussed, as is the guest check and the importance of service timing. Correctreaction in a professional manner to emergency situations is also addressed.Chapter8—The Technology of Service—identifies the basic benefits of technology andtechnology applications.Handheld touch-screen tablets,product management applications, andtabletop tablets are illustrated and explained, along with an example of a kitchen production screen.Handheld pay-at-the-table devices as well as an alert manager application and CRM (Customer

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8Relationship Management) application are discussed; and the convenience of employee schedulingand communication including training with technology Table management applications, guestpaging, and online table reservations and restaurant websites are further reviewed.Chapter 9—Dining Room Management—begins with discussing theresponsibilities of themaître d’ or host, followed by managing reservations, effectively greeting guests, and tableselection. Menu meetings, professional courtesies, responding to complaints, taking telephonereservations and “take-out” orders, server supervision, and server training are all detailed in thediscussion of the important functions of dining room management.Chapter 10, "Banquet, Catering and Buffet Service," defines the three distinct types ofservice. The importance and value of an Event Plan Details work sheet is clearly explained in amanner that covers all of the essential details for any planned banquet,catered, or buffet serviceevent. Such details as knowing the difference between "approximate, guaranteed, and confirmed"number of guests; the differences between an open bar, cash bar, and open–cash combination bar;understanding how to calculate a room's capacity for comfortable seating; and a knowledge of thevarious accessory details that can be added to an event are discussed.The Glossarieshave been designed to provide the studentwith a quick reference source forcommon menu terms;and wine, beer, spirits, and beverage terms.We Welcome Your CommentsWe would like to know your thoughts about professional table service and welcome yourcomments on thisthirdedition ofThe Professional Server: A Training Manual.Please addresscomments to Marcella Giannasio, Associate Professor, Johnson & Wales University, 801 WestTrade Street, Charlotte, NC 28202, marcella.giannasio@JWU.edu

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9CHAPTER 1The Professional ServerSummaryThe restaurant industry is an integral and growing part of American life, as shown by theimpressive facts and figuresthat describe the industry, such as over $780 billion in annual salesand employing over 14 million people in 1 million restaurant locations.As a result, the number ofopportunities for the professional server continues to grow.A wide selection of advancementopportunities exists within the restaurant industry, ranging from entry-level positions to actualownership. For individuals with the interest, talents, and enthusiasm, along with the willingness tomake a commitment to theindustry, the income and professionaldevelopment can be excellent.Thelevel of income that a professional server can earn will be increased or decreased by thenumber of hours they arewilling to work, and by the type of restaurant operation(ranging fromthe fast-paced casual,casualtable service to fine-diningtable service).The nature of the work allows the server to develop and exercise entrepreneurial skills byoffering a personalized service to customers. In addition, it advances one’s marketing talentsthrough the merchandising and upselling of food and beverage items.Servers may also have theopportunity to be employed by a non-tipping restaurant that provides an equitable compensationfor all employees.The advantages of being a server are many and include the following: time flexibility toaccommodate one’s lifestyle; flexible income;high potential hourly earnings; career and job

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10mobility; a meal provided during aworkshift; physical exercise to keep fit; and the opportunity tomeet interesting people. The disadvantages often discourage people from entering the occupation,and include the following: working weekends, nights,and holidays; physical, mental,andpsychological stress associated with the work; andin some casesthe absence of good employeebenefits.The qualifications of a successful serverinclude competencies in the following areas: productknowledge with a sound understanding of food and beverage items; service knowledge in beingable to provide each guestwith a personalized service; a good sense of timing in serving theordered items; a pleasant personality with a likable manner and positive attitude; the ability tosupport co-workers; a sense of humor coupled with the ability to handle the stress of the work; andanhonest and reliable work ethic.Learning ObjectivesAs a result of successfully completing this chapter, readers willbe able to:1.Understand theeconomic importance of the restaurant industry.2.Recognize the advancement opportunities within a restaurant and related career tracks.3.Analyze incomeopportunities.4.Know the range for a tipping standard.5.Understand what “Getting Stiffed” means.6.Understand how tip credit is applied.7.Identify the factors associated with non-tipping restaurants.

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118.Understand the occupationaladvantagesfor professional servers.9.Understand the occupational disadvantages for professional servers.10.Recognizethe challenges for the restaurant industry.11. Identify professional server job qualifications.12. Recognize the value of not making an incorrect judgement based upon a guest’sappearance.Discussion Questions and Exercises1.Discuss the economic importance of the restaurant industry by identifying some statisticsthat were compiled by the National Restaurant Association.The restaurant industry is the second largest private sector industry in the United Statesand is responsible for generating over $780 billion in annual sales, employing over 14 millionpeople in 1 millionrestaurant locations and outpacing the national average in job growth. Theindustry is expected to create 1.7 million new jobs by 2026.2.Discusspotentialcareeradvancementopportunitieswithinatypicalrestaurantoperation.Refer to Table 1.1, Available AdvancementPositions, which reflects the availableadvancement positions in a typical full-service restaurant.3.Identify 10 different restaurant-related career track options.Refer to Table 1.2, Restaurant-Related Career Tracks.4.Namethe two sources of income for a professional server.

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12Wages and tips.5.What are the three critical variables that the server controls that directly impact theirearnings?1. The desire to serve—genuinely and sincerely wanting to create apleasant dining experiencefor all your guests. Reading what your guest needs from you, through observation andtimeliness.2. Personalized service—consistently creating and delivering a distinctively personalizedservice that increase tippercentages through perceived value.3. Marketing skills—suggestively selling items such as appetizers, beverages, and desserts toincrease the dollar amount of guest checks. Guiding guest through the offerings of therestaurant and exceeding expectations.6.If the average daily total guestchecksales for a server in a fine-diningtable servicerestaurant is $2,400 and a server worked 5 days, 40 hours per week at minimum wageandwith tip credit applied and earned a 15percent tip average, what would beherannual income? Refer to Table 1.4, Potential Server Earnings.$2,400 x 5 days a week = $12,000 per week x 50 weeks = $600,000 Annual Sales$600,000 x 0.15 percent tip average = $90,000 Annual Tip Income40 hours per week x 50 weeks = 2,000 Annual Hours$90,000 ÷ 2,000 = $45.00 per hour in tips+ $2.13 per hour in wages = $47.13 Per Hour$47.13 per hour x 2,000 annual hours =$94,260 Annual Income with Tip Credit Applied

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137.Identify threefactors that can affect a server’s income.1. Working more or fewer hours.2. Shifts worked: breakfast, lunch, or dinner.3. Weekday or weekendshifts that are typically busier.4.Banquet or special functions.5.Weather conditions that slow business.6.Holidays such as Mother’s Day or Valentine’s Day.7.Seasonal fluctuations in customer counts.8.Tip pooling. This (where legally allowed) occurs when all tips go into one pot and aredivided equally among the servers and server’s assistants/bussers.9.Tipping out other positions. Under this system, a percentage or specific amount goes toany one or a mix of the following positions: host, bartender, cocktail servers, or server’sassistants/bussers.8.What is the current national tipping standard range for table service?15–20 percent of the meal’s cost, excluding taxes. Tipping over 15 percent is quite acceptableand in certain establishments can average 20–30 percent.9.Explain what happens when aserver experiences the “penalty” of getting stiffed.A server does not receive a tip as a result of a guest’s dissatisfaction.10. What is the minimum cash wage per hour when the federal minimum wage is applied foremployee tip credit?

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14$2.13per hour.11.Who is responsible for IRS tip income reporting?The restaurant owner.12. List three advantages of non-tipping restaurants.1. Servers will have a higher hourly wage.2. Servers will be able to budget more accuratelybecause of a consistent wage.3. Eliminating IRS Tip Reporting.4. Rewards senior staff, who can earn promotions and wage increases.5. Compensates all restaurant employees equitably for their work.13. List three disadvantages of non-tipping restaurants.1. Servers do not have as much control of their income.2. Servers will be paid the same regardless of sales and work load (busy or slowdays/shifts).3. Standards of service must be maintained through measureable standards andongoingtraining.4. Servers are not immediately rewarded for their hard work14.Identify sevenoccupational advantages for professional servers.1.Time flexibility2. High hourly wages3. Job mobility

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154. Minimal clothing expense5. Meal benefit6. Physical fitness7. Opportunity to meet interesting people8. Entrepreneurial experience9. Work unity10. Sales training15.List three occupational disadvantages of professional servers.1.Working weekends, nights, and holidays2.Work stress3.Limited employee benefits4.Lost income16.What remains the biggest challenge for the restaurant industry?The employee turnover rate remains quite high, topping over 70 percent forhourly wage andsalary positions according to the National Restaurant Association.17.Describe 10 qualities within the list of job qualifications thatan individual should haveinorder to be a successful server.1.Education—the ability to quickly learn on the job.2.Intelligence—the ability to be alert and mentally sharp at all times.3.ProductKnowledge—to understand the menu descriptions of the food

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16and beverage items in order to guide guests through menu selections.4.ServiceKnowledge—requires training (usually on the job) andexperience to gain practice at understanding and exceeding basic tasks.5.Timing andAttention toDetails—requires the conscious ability toalways be observing the table with a mental checklist of items that a guest mayneed.6.Personality—a pleasant manner and enjoy people.7.Initiative—a take charge ability of the station (tables) and recognizewhen and what kind of service customers need and perform that service with asense of urgency in every detail.8.PositiveAttitude—a positive “professional attitude” can generatepositive, wonderful results.9.TeamworkAbility—a willingness to work cooperatively with othersin a fast-paced work environment that supports a common goal of providing thehighest quality of guest service.10.GoodManners—the understanding and ability to demonstrate thesocial skills of being polite, courteous, and respectful to coworkers and guests.11.Professional Appearance—which begins with a uniform that is clean, pressed,and fits properly.12.Honesty—when handling guest payment transactions, when sharingtips, and when equally sharing work responsibilities.

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1713.Sense ofHumor—in order to survive the daily stresses of the job.14.Reliability—begins with being on tome for work, providing promptservice to guests, and completing all assigned tasks.18.Among the job qualifications for a professional server is timing and attention to details.Explain exactly what is required to be effective with appropriate timing and identifyseveral of the details that a professional server must attend to.There is nothing more important than timing and attention to detail when serving tables.It begins with getting ready on time. There needs to be a sense of urgency the minute aservice employee walks in the door. Every detail must be finished and double-checkedprior to opening for a shift. All work should be completed fully and accurately to ensure asuccessful meal period. If corners are cut or time is neglected, a shift can be chaotic andservice will suffer. Every detail, regardless of how small, contributes to a positive guestexperience. Table service itself should flow in a naturalsequence and feel effortless. Ittakes training and practice to acquire the proper skills of timing during the diningexperience. Observation skills can be extremely important while servicing a meal. Itallows the server to accommodate a guest needs without verbal interaction.19.What are the consequences when a server inappropriately judges a guest’s appearance?Refer to Restaurant Reality: Never Judge a Book by Its Cover. There is the possibility oflosing customersby alienating them and there can be a missed opportunity to earn an aboveaverage tip.20.Think about an unpleasant experience froma server that you may have encountered, andthen describe how youhadreacted to that experience.

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18Solicit student responses in classdiscussion or as a written assignment.21.Visit the National Restaurant Association website (www.restaurant.org) and report thestatistics that support the restaurant industry in being a champion of diversity.The up-to-date statistics will be found in the Industry Impact section of the website.Employing America category will highlight the most recent activities and reports on the annualFaces of Diversity Awardsprogram.22.Discuss an example of personalized service that you have experienced or observed froma professional server.Solicit student responses in class discussion or as a written assignment.23.Interview a professional server and ask what they like and dislike about the occupation.Write down the responses and report totheclass.To responses may vary according to the type of restaurantand the level of service rendered.24.Has your opinion of theprofessionalserver occupation changed after having read thischapter? If so, describe the change.Solicit student responses in class discussion or as a written assignment.

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19CHAPTER 2Professional AppearanceSummaryServers must always be in good health. No server, while infected with acommunicable disease,should be allowed to work in a restaurant establishment in any capacity.The potential tocontaminate food and food-contact surfaces, and to transmit the disease to other persons, is toogreat.The server is in contact with customers atall times; therefore, theirpersonal appearance isimportant. A good appearance is necessary to project the image of good service, quality food, anda pleasant atmosphere, which begins with taking proper care of oneself. The followingpersonalgrooming standards are basic for servers: bathing and deodorants, hair care, skin care, cosmetics,beards and moustaches, teeth and breath, hands and fingernails,andfoot care.The server should always convey positive body language, and stand and walk withpoise andself-confidence. Poor posture detracts from the server’s appearance. The way that a server walksand carries themselvesis almost as important as the way they speak and look.Most restaurants require servers to wear a special uniform and/or apron. If the restaurant doesnot require a specific uniform or apron, the server should select the type of clothing that projectsa professional image. The server should have enough uniforms to allow for daily changes. A clean,fresh uniform is essential for good sanitation.Shoes are a significant part of the server uniform and should be selected for style, appearance,safety, and most of alltotal comfort. Slip-resistant footwear is increasingly popular, as the number

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20of slips and falls hasbeen reduced with these types of shoes. An investment in a pair of good-quality shoes pays for itself in a very short period of time.Learning ObjectivesAs a result of successfully completing this chapter, readers will beable to:1.Learn guidelines for maintaining good professional server health.2.Learn good personal grooming standards for improving on-the-job professionalserver appearance.3.Identify the personal grooming guidelines that are basic for servers.4.Understand thevalue and importance of good body language, poise, and posture.5.Knowthe importance of always wearing a clean fresh uniform each day.6.Know the characteristics of a quality pair of work shoes.Discussion Questons and Exercises1.Why isserver health so important for the restaurant industry?The health of servers is critical. Poor health in the restaurant industry can create a food-borne illness outbreak that may require a hospital stay or even be fatal.2.What does a server’spersonal appearance reveal to guests?Your personal appearance will reveal important characteristics of your personality andattitude, because while you are in contact with your guests, they will be judging you.Remember, as a server, you are on stage at all times.

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213. How does a server ensure good grooming?The way to ensure good grooming is to check yourself in the mirror.4.List10basicgrooming guidelines that should be followed byservers.1.Bathing andDeodorantsGood personal hygiene begins with daily bathing and the useofunscenteddeodorantsorantiperspirants.Offensivebodyodorscausedbypoorpersonal hygiene can cause coworkers and guests to complain to the management.Offended guests may choosenever to return.2.HairCareThe server should always have clean and fresh-smelling hair that is controlledin order to prevent hair from contacting or falling into food or onto food-contact surfaces.Servers should avoid fixing or touching their hair while in view of customers, and shouldwash their hands after coming in direct contact with their hair.3.SkinCareWhen experiencingproblems with skin—acne, or dry or oily skin—the servershould take appropriatemeasures to control them. Servers should never scratch dryor itchy areasof the body in view of guests.Proper care of the skin requires cleanlinessand protection.4.CosmeticsThe proper use of cosmetics can enhance one’s appearance andoveruse candetract from it.If theappropriate selection and application of cosmetics becomes a concern,the server should consult a cosmetic specialist.5.FragrancesThe use of any fragrance may be offensive to some coworkers and guests, andmakethose who suffer from severe allergies sick. Fragrances can also distract from thenaturalaromas of the food being served andshould not be used while at work.6.Beards and MoustachesA well-shaped clean beard or moustache can be very attractive

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22and can enhance a man’s appearance, but it needs to be washed and trimmed daily.7.Teeth and BreathGood oral hygiene is maintained by frequent tooth-brushing andflossing.A smile is always complemented by clean teeth and fresh breath. Breathfresheners should be used as needed. The chewing of gum should be avoided in order tomaintain a professional image. Smoking should not be permitted during working hours.The smell of smoke in clothes and on one’s breath can be offensive to guests.8.Hands and FingernailsThe handsand fingernailsof a server should always beimmaculately cleanand properly maintained.Servers must thoroughly wash their hands andthe exposed portions of their arms with soap and warm water for at least 20 seconds beforestarting work, during work as often as necessary to keep them clean, andafter handling dirtydishes andutensils, eating,drinking,using the toilet, or after performing a nonfoodserviceactivity. During busy periods when ahand washingsink may not be available, an alternativemay be the use of a health department–approved hand sanitizer.9.Foot CareThe correct type of shoes will minimize footfatigue. The server walks manymiles during the course of each shift. Therefore, it is essential to have well-fitting andcomfortable shoes.Rubber heels and soles are best for reducing slips and skids on wetfloors. Shoes should always be cleaned or polished and have clean laces. Clean socks forthe menand clean hoseor tights for the womenshould be worn daily, free of runs, and ina color that complements the uniform. The server may also find comfort in wearing supporthose designed to help relieve leg stress. Support stockings or hose are available in basicblack, brown, and navy blue formen and in a variety of shades for women.10.JewelryThe jewelry worn by a server should be simple and should not interfere withthe performanceof job functions. A plain watch, smooth ring, or small earrings are

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23acceptable and reflect a conservative imagethat does not bring attention to the serverwearing it. When jewelry is large, ornate, or dangling, it becomes awkward and potentiallyhazardousif coming into contact with food or restaurant equipment. Such jewelry may bedispleasing to somerestaurant guests.5.What are some of the proper procedures a server should follow for maintaining theirhair?When hair is uncontrolled, it can be difficult to manage and distracting when servingfood.The professional server will haveher hair styled and the hairstylist canrecommend a hairstylethat is attractiveand easy to take care of. The hair should not be too long and preferably notgo below the shirt collar. However, long hair should berestrainedinaponytail,twist,orhairnet.6.Discuss the importance of good body language, poise, and posture.Body language can convey positive or negative impressions to the guest. A server shouldalways be aware of their nonverbal communication. It is very easy for a guest to read a server’swillingness and enthusiasm to serve them, through their body language.The guest’s perceptionof a server is critical to a pleasant dining experience and repeat business; therefore, it isimportant to be aware of body language.The professional server is always on display and should stand and walk with poise andself-confidence. By moving more gracefully, confidently, and efficiently, the server willnot only make a better impression, butalso conserve energyfor a hardworking day ahead.7.What is an adequate number of uniforms and aprons for a server working five days aweek?

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24The server should have enough uniforms and aprons to allow for daily changes. If a serveris scheduled to work five days each week, then three uniforms and aprons would beappropriate, allowing the server to wear a clean uniform each day.8.What should the server look for when purchasing a quality pair of work shoes?Shoes should be selected for style, appearance, safety, andmost of all totalcomfort.Shoesthat have ergonomically designed shock-absorbent cushioned insoles, slip resistant outsoles toprevent slips and falls, and full-grain leather uppers are readily available and competitivelypriced.9.If a server comes to work with a cough, and occasional sneeze, how should managementrespond?A server cannot successfully work with a coughing and sneezing problem in viewofcustomers, and should not be allowed to serve food.If a server suffers during an allergyseason, the coughing andsneezing must be controlled with the proper allergy medication.“A server cannotsuccessfully work with a coughing and sneezing problem inview ofguests.”10.Discuss a positive or negative grooming issue thatas a restaurant guestaffected yourdining experience.Solicit student responses in class discussion or as a written assignment.11.Name three restaurants within your community that are noted for a professional serverstaff and impressive server uniformsand aprons.Solicit student responses in class discussion or as a written assignment.12. Visit a restaurant of your choice and observe the servers in relation to what you have

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25learned in this chapter. Write a one-page summary of yourobservations.Review written assignments and return to students with appropriate comments.CHAPTER 3TableService, TableSettings,andNapkinPresentationsSummaryThere are five distinctively different methods of serving food. Thesemethods are often referred toas service styles, and are as follows: American Service, Butler Service, English Service, RussianService, and French Service. It is important to recognize that many restaurants have developedtheir own service style that includes various features fromthedifferent methods. This is typicallydonein order to accommodate the menu, atmosphere, image of the restaurant, and the nature ofthe clientele. Therefore, many contemporary service styles have evolved in today’s restaurantenvironment. Other types of service include family service, counter service, banquet service, androom service.The knowledge of the various items that could be included in salad bars along with howdesserts could be presented on dessert tables and trays is essential for the server. To correctly placeand position a tablecloth, and when place mats are used (along with the correct number of salt andpepper shakers and sugar and creamers to bring to a table) are all the details a server must know.The different ways of serving bread and butter should also be understood.Server training begins with an understanding and demonstrated abilityof howto prepare

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26correct table settings for breakfast, lunch,dinner,and a formal dinnerprior to and as a meal isserved. Also, the correct sanitary handling of flatware, glassware, and cups must be understoodand adhered to.Napkin folding is an integral part of a server’s functions; therefore, the server should beacquainted with the most commonly used napkin folds and have a demonstrated ability to performthe folds.Learning ObjectivesAs a result of successfully completing this chapter, readers willbe able to:1.Understand andexplain the five distinctive methods ofservice styles.2.Explain how “service teams” function in fine-dining restaurants.3.Describe the functions of family service, counter service, banquet service, androom service.4.Know the range of foods that can be offered on salad bars.5.Explain how dessert tables and trays function.6.Explain the proper placement of a tablecloth on a table being prepared to serveguests.7.Understand when place mats are used.8.Determine how many salt and pepper shakers to place at each table andwhen theyshould be removed, along with how many sugar and creamer sets to place on the

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27table and when to place them, whenever coffee or tea is served.9.Explain the different ways that bread and butter can be served.10.Understand how to place side dishes and condiments on a table.11.Explain and demonstrate correct flatware placement.12.Describe and demonstrate correct glassware placement.13.Explain traditional breakfast, lunch, dinner, and formal dinner table settings.14.Demonstrate a range of napkin folds.Discussion Questions and Exercises1.Contrast the similarities and differences between the five distinct methods of servingfood, often referred to as service styles.Refer to Table3.1, Comparison of Services.2.Howmany tables would a server usually be responsible for in a casual-stylerestaurant with American Service?Four to six tables.3.Explain the typical functionsof a service team in a fine-dining restaurant.When applying this type of service, servers have specifically defined jobs to givebroad coverage to the dining room. A service team can consist of three or more servers.There is commonly a front and a back server and a server’s assistant; there may be aSommelier who would be responsible for wine or a Barista responsible for specialty

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28coffees, espresso, and spirited coffee drinks. Simply stated, the front server is assigned allthe tasks that require full guest contact, including taking an order, suggesting menu items,and interacting with the guest so that all their expectations are met. The back server willpick up drinks from the bar, deliver food from the kitchen, and place any flatware that isnecessary prior to each course being served. The server’s assistant, often referred to as theSA, pours water, brings or serves bread, and removes plates from the table as guests finisheating.4.When is Butler Service used?This type of service is provided during a cocktail party or during the cocktail portion of abanquet or catered event.5.Explain the difference between English Service and Modified English Service.English Service:The host carves and passes the plate to the co-host or closest guest. Thefood is served on platters or in soup tureens.Modified English Service:A server carves protein for the guest, and the guest then serveshimself the sides. The food is placed by the server to the guest’s left. The food is served ona plate.6.When is aguéridoncart used by a server?Theguéridoncart is used so that a server can cook and plate food in front of the guest.7.Explain how counter service functions.The counter server will typically be assigned 12-18 seats depending upon the menu andhow quickly the seats turn over. The table settings will vary from no setting at all until thecustomer arrives or orders to a paper napkin with a fork, knife (blade turned toward fork), and

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29teaspoon placed on top of the napkin and to the right of the counter seat as the customer wouldbe seated. The buss tubs are usually placed under the counters. The service pace is typicallyfast and the server is required to be conscious of keeping the condiments full and wiped clean.The guest check is given to the customer face down once the meal is served.8.Describe the service procedure for room service.The guests select from a room service menu and place their orderthrough the hotel’swebsite or over the telephone. The order is delivered to the room typically with 10-30 minutesfrom the time the order is placed. The food is placed on a service tray or rolling table cart as shownin Figure 3.3 and brought to the roomfrom the kitchen by a server. Hot food plates are alwayscovered to keep the food warm. When the server arrives at the room, they knock on the door andannounce, “Room Service.” The server, once having been admitted to the room, will typically setthe table and serve the food.9.When would Family Service typically be used?This type of service is when the guests place their order and the food is served onplatters, in bowels, or in tureens that are placed on the table. Guests make theirselectionand serve themselves using service utensils provided.This type of service can be used in acausal setting such as a Chinese restaurant. It can also be applied to a more formal settingsuch as a Classic Afternoon Tea or elegant Tapas with the use of a tiered three-plate stand.10.List 10 different items that may be included on a salad bar.Salads bars may include: 1.lettuce, 2.fresh vegetables, 3. fresh fruits, 4. slicedand gratedcheeses,5.a variety of prepared salads,6. anchovies, 7. pickled herring, 8.seasoned croutons,9.bacon bits,10.assorted crackers,and 11.bread sticks.

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3011. Explain two different ways that desserts can be presented on a dessert table.Desserts may be plated or dessert plates may beat the dessert table for guests to plate thedessert item they select.12.How is a tablecloth placed on a table that is ready to be set for serving guests?The tablecloth should always properly fit the table and drape approximately 1 inch abovethe chairs where guests will be seated. Before table settings are placed, the tableclothmustbe clean and free of any spots or stains.The seam should face in.13.When would place mats be used?Place mats may be used for breakfast to clear andreset tables quickly or in casual diningrooms.14.How many salt and pepper shakers would be place on a table set for eight people?Explain the general rule regarding the number of salt and pepper shakers to be set on atable and when they should be removed.A table set for eight peoplewould require two sets of salt and pepper shakers.Asa generalrule, one set of salt and pepper shakers per four to six persons, depending upon the menu.Typically, they are removed after the main course.15.When would sugar and creamers be placed on a table? How many would normallybe set?Sugar bowls and creamers are placed just prior to coffee or tea being served. As a generalrule, a sugar bowl and creamer would be set for four to six persons having coffee or tea.16.Describe three different ways that rolls and butter could be served to guests.

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311.A roll and slice of butter placed on a breadand butter plate for each guest priorto their arrival.2.Rolls in a basket and butter slices or balls in a dish for guests to servethemselves. The rolls may be served warm.3.Rolls and butter served to each guest by the server. This is typically done sothat the rolls can be served hot.4.A small loaf of bread served on a cutting board with a bread knife,accompanied by a dish with butter slices.17.How would the side dishes and condiments typically be placed on a table?Side dishes and condiments may be placed in aconvenient location on the table whenserved.18.Describe the flatware placement for a formal dinner.Forksare placed on the left of the place setting.Knives and spoonsare placed on the right of the place setting; the blade of the knife facesin.Specialty knives for steak and fishare placed to the right of the knife, followed by thespoons; the blade of the knife faces in.Butter knifeis placed in the vertical position (parallel to the fork) on the right half of thebread plate; the blade of the butter knife faces left (outward) from the place setting.Dessert Flatwareis placed on the top of the place setting with the fork on the bottom andthe spoon on the top. The handles face in the direction in which the flatware would be placed

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