Professional Documents
Culture Documents
KAHL
.4.y
66-C4
002230
THE WAITER AND WAITRESS
TRAINING MANUAL
SONDRA J. DAHMER
KURT W. KAHL
Canteo
mntAcl
r*T131151:11_2
Librera Turstica
PACHUCA 134 - lo. PISO COL.
CONDESA
SECTUR -BIBLIOTECA
Jule Wilkinson, Editor
211.9
2019
Printing(last digit): ro
Copyright 1974 by Cahners Publishing Company, Inc.
MI rights reserved. This book or parts thereof may not be reproduced in any form without permission of the publisher.
TABLE OF CONTENTS
PREFACE AND ACKNOWLEDGMENTS
FOREWORD
Chapter
1 THE WAITER AND WAITRESS
ADVANTAGES OF THE POSITION
QUALIFICATIONS FOR THE JOB
APPEARANCE ON THE JOB
THE RESTAURANT ORGANIZATION
TEAMWORK WITH CO-WORKERS AND
SUPERVISORS
QUESTIONS
PROJECTS
vii
1
1
2
3
6
8
9
9
10
10
13
15
15
19
20
21
23
24
24
3 SIDEWORK
STATION ASSIGNMENTS
DINING ROOM PREPARATION
STUDYING THE MENU
CLOSING THE DINING ROOM
QUESTIONS
PROJECTS
25
25
27
30
38
39
40
Chapter
4 INITIATING THE SERVICE
41
SEATING GUESTS
41
APPROACHING THE GUESTS
42
TAKING ORDERS
44
ANSWERING QUESTIONS
49
MAKING SUGGESTIONS
50
TIMING THE MEAL
51
PLACING THE ORDER IN THE KITCHEN
52
PICKING UP ORDERS FROM THE KITCHEN 52
QUESTIONS
55
PROJECTS
56
5 SERVING THE MEAL
SERVING TABLES AND BOOTHS
EFFICIENCY WHEN SERVING
HANDLING UNUSUAL CIRCUMSTANCES
SAFETY, AND REPORTING HAZARDS
SANITATION RESPONSIBILITIES
THE GUEST CHECK AND PAYMENT
ACCEPTING THE TIP
QUESTIONS
PROJECTS
57
57
61
62
65
68
69
72
73
74
75
75
76
84
89
91
92
93
GLOSSARY
98
SELECTED REFERENCES
101
INDEX
102
vi
S. J. D.
K. W. K
FOREWORD
But slogans and buttons alone will not achieve the results
we want. Trainingorganized, continuous and budgeted for in
terms of both time and moneyis necessary to make "We're
Glad You're Here" known to the customer. Specific training for
waiters and waitressesthe key people who actually meet the
publicis necessary if our guests are to want to return. Guests
must be served better, more courteously and more efficiently.
Waiters and waitresses who know how to do their jobs, who recognize the importance of the customer, and whose own importance is recognized in formal training by management are crucial
in implementing the "We're Glad You're Here" feeling.
There is, of course, no one training program for all restaurants, nor is there one book which has universal application. The
Waiter and Waitress Training Manual, however, should be of substantial value to many foodservice operations as well as in school
programs preparing young people and adults for their important
work of serving the eating-out-publicand doing it well.
Chester G. Hall, Jr., Ph. D.
Executive Vice President
National Institute for the
Foodservice Industry
CHAPTER ONE
The Waiter
and Waitress
The waiter and waitress are restaurant employees who wait
on the guests by making them feel welcome and confortable,
taking their orders, serving the meal, clearing the area and setting
the table for the next party of guests. The server also maintains
the service arcas of the dining room and kitchen so that everything is ready for smooth, efficient service. Chapter I discusses
the advantages of a waiter's or waitress's job, the qualifications
necessary to become a server, the personal appearance of the
server on the job and the waiter's or waitress's position in the
organizational structure of the restaurant. In addition to these,
a server's job encompasses total tearnwork with fellow employees
and supervisora.
ADVANTAGES OF THE POSITION
You will make new friends among people of all ages and from
all walks of life.
You are also fortunate that a waiter or waitress needs only
a minimal investment in clothes for work. Whereas jobs in an
office require a large investment in business clothing, waiter's or
waitress's jobs require only a few uniforms and confortable
shoes.
It is also advantageous to some people to work in pleasant
surroundings. Many restaurants have very elaborate decor and
atmosphere.
Finally, you will gain personal satisfaction from doing a job
exceptionally well. Compliments and tips from the guests and
words of praise from your manager are your rewards for giving
good service.
QUALIFICATIONS FOR THE JOB
Your appearance on the job influences the first and, consequently, the lasting impressions that a customer has of the restaurant.
Since you may be one of the few members of the restaurant staff
a guest sees, a customer may judge the restaurant largely by your
appearance and service.
The Uniform. A uniform is a garment that identifies the
occupation of the wearer such as that of the nurse, policeman,
sailor, pilot or waiter and waitress. The appearance of your
waiter's or waitress's uniform leaves an impression on the guests.
If it is clean and neat, you project a sanitary image of the restaurant. If your uniform is soiled or wrinkled, you will not impress
the guests favorably and the guests, deciding that the uniform reflects the standards of the whole operation, may never return.
The uniform should fit well; if it is too tight, it will restrict
your movement. A waitress's uniform should have a fashionable
hem length, but not be so short that-you feel conspicuous when
reaching or bending.
Waiters must be sure slacks are properly pressed and that
jackets and ties are clean and neat.
Waiters and waitresses should wear a clean uniform for each
work day and keep an extra one at work in case of emergency.
Most uniforms today are made of synthetic fiber blends that are
easy to maintain. If you do spill food on the uniform, remove
the stains as soon as possible and launder according to manufacturer's directions.
Uniforms that are in disrepair are as unattractive as soiled
uniforms. Repair torn hems and seams and replace buttons before you wear the uniform again.
Shoes are a part of the uniform and should have attention
daily. Buy sturdy waiter's or waitress's shoes with arch supports.
Have worn heels and soles repaired and be sure shoes are clean
and polished for work.
Waitresses might consider support hose for comfort and
pantyhose for good appearance, especially since the serving job
requires reaching and bending. Keep an extra pair of hose in
your locker or purse in case of a run.
Plain wedding bands may be worn but engagement rings
and watches cannot be worn since a stone or a part of a watch
BUS BOYS
Teamwork means cooperating and working together with coworkers and the supervisor of the dining room to serve the public. A serving team is like a football team working toward a common goal. Whether the goal is a touchdown or a satisfied customer, the principles are the same.
Arrive at work with a positive attitude. Leave your personal
problems at home and do not discuss them with co-workers or
guests. Be cheerful and happy in your work; this attitude will
spread to other workers and to the guests. If you have problems
on the job, work them out or discuss them with your supervisor
instead of co-workers. Work can be pleasant or painful depending on your attitude toward it.
Avoid raising your voice to any co-worker or the chef when
problems arise. Instead try to handle the situation calmly.
Give co-workers assistance when they are in need of help
and you are not busy. For example, help them carry trays of
food when they are serving an especially large party. If a guest
in a co-worker's station asks you for service, either cheerfully
render the service or inform the guest's server. Remember, coworkers may return the favor when you are busy.
Refrain from chatting or gossiping with co-workers in the
dining room. Your responsibility lies with your guests when you
are on duty. If you have spare time, use it productively to check
your station, polish glasses, fill condiment containers and replenish the sidestand.
If you are ill, notify your supervisor as soon as possible.
Absenteeism without proper notification may mean that a coworker must assume your duties along with his own if a replacement is unobtainable.
QUESTIONS:
CHAPTER TWO
Types of Table
Service and Settings
Several different types of service are used in restaurants.
Most forms of service originated in private honres of European
nobility and over the years have been modified for restaurant
use. Today each type retains particular distinguishing features,
although some restaurants have combined features of two or
more serving styles to accommodate the menu, facilities and image of the restaurant. The four traditional forms of service discussed in this chapter are French, Russian, English and American.
Other popular types of service explained in this chapter are
the banquet, family style, buffet and smorgasbord.
In addition to the distinguishing features, serving responsibilities, advantages and disadvantages of different forms of service, the table setting or cover of each is described. A cover is
the arrangement of china, silverware, napkin and glassware at
each place setting.
FRENCH SER VICE
the food and carries it to the dining room, serves the plates as
dished up by the chef de rang, clears the dishes and stands ready
to assist whenever necessary. All food is served and cleared from
the right of the guests except for butter, bread and saladwhich
should be placed to the left side of the guests.
Finger bowls, bowls of warm water with roce petals or
lemon slices in them, are served with all finger foodssuch as
chicken and lobsterand at the end of the meal. The finger bowl
is placed on a doily on a small plate called an underliner and
placed with a clean napkin in front of the guests.
Soiled dishes are cleared only when all guests have completed their meal.
French Table Setting. The French cover includes an hors
d'oeuvre plate, napkin, dinner fork, dinner knife, soup spoon,
butter plate, butter spreader, dessert fork and spoon and water
or wine glass. Here is the French arrangement of serviceware:
Advantages and Disadvantages of French Service. The advantages of French service are that guests receive a great deal of
attention and the service is extremely elegant. The disadvantages are that fewer guests may be served, more space is necessary for service, many highly professional waiters are required,
and service is time consuming.
RUSSIAN SER VICE
When serving food from a pan or platter, the server uses a serving spoon
and fork in one hand to place food and juices on the guest's plate.
ENGLISH SERVICE
As food is served for the American Breakfast and Lunch, the dishes are
placed in specific locations of the cover as diagrammed on the facing page.
They are positioned as shown: (1) plate for breakfast toast or luncheon
salad, (2) entree plate, (3) cup and saucer.
itself in the center of the cover. The two dinner forks are to the
left of the napkin. The dinner knife is to the immediate right of
the napkin, then, in order, are the bread-and-butter spreader and
two teaspoons. The blades of the knives face the napkin. The
water glass is placed directly abo ye the bread-and-butter spreader.
The bread-and-butter plate is centered aboye the forks. The initial American dinner cover is shown on the following page.
As a meal is served using the American Din ner Cover, the dishes are added
as follows: (1) salad plate, (2) service plate, (3) cup and saucer.
BANQUET SERVICE
421
A banquet set-up often features a head table for officials, speakers and
honored guests. Head table is usually raised abo ye level of other tables.
Family style service is an informal modification of American service. All necessary preparation, such as cooking foods and slicing
meats, is done in the kitchen. The food is then dished up in large
bowls and on platters and is properly garnished. The waiter or
waitress serves the bowls and platters by placing them in the center of the table. The food is passed around the table by the
guests who help themselves to the portions desired.
The amount of service required of the waiter or waitress is
minimized since the server simply sets the food on the table,
In buffet service, the guests either help themselves from an attractive arrangement of food or are served by chefs standing behind the buffet table.
A chef is usually responsible for carving roasts.
time. But guests receive less personal attention than in table service.
SMORGASBORD
QUESTIONS:
PROJECTS:
CHAPTER THREE
Sidework
"Sidework" is a term designating all the duties the waiter or
waitress performs other than those directly related to serving the
guests. Sidework includes the opening duties such as setting up
work areas, preparing the dining room and studying the menu,
as well as leaving the work area in proper order upon completion of the shift.
STATION ASSIGNMENTS
The proper way of arranging the tablecloth is so that the edges of the cloth
just touch the seats of the chairs. Guests approaching the table get a favorable impression of the meal to come as they observe the even arrangement
of the cloth, napkins and place settings.
Sidework 27
station to see that the general area is presentable and ready to set
up for service. Set up enough tables to accommodate the reservations and the average number of persons without reservations
who are expected.
Using a clean cloth or sponge in a solution of mild detergent
and warm water, thoroughly wash the tables before you set them.
Check the seats, dusting off crumbs and cleaning sticky areas.
If tablecloths are used, select the appropriate size and spread
the cloth on the table so that all four corners hang evenly and
the edges of the tablecloth just touch the seats of the chairs.
(See picture facing page.) Often a padding or second tablecloth
called a silencer is placed beneath the top cloth. The silencer
gives the table a better appearance ande softens the clanking noise
of the serviceware.
A professional way of placing the cloth on the table is to
place the centerfold at the center of the table and to simply open
the cloth to cover the table top. This method assures a quick,
well centered placement of the cloth. It may be used to replace
soiled cloths while guests are present.
When condiments, candles and ashtray are on the table and
the soiled cloth must be changed, move the items to one half of
the tablecloth; gather up the soiled cloth, exposing one half of
the table or silencer; then place the center items on the table or
silencer. Remove the rest of the soiled cloth completely, enclosing the crumbs so they do not fall on the seats and floor.
Replacing the cloth is the reverse operation. With center
items remaining at the edge of the table, place the centerfold of
the tablecloth at the center of the table. Fold up the top half so
the center items may be placed on the surface of the cloth. Then
open the cloth completely and arrange the condiments, centerpiece, ashtray, etc. (See drawings on following page.)
If placemats are used, it is a simple matter to arrange them
neatly on the clean tables.
After the tablecloths or placemats are arranged properly,
set up the covers. A cover consists of the china, silverware, napkins and glassware at each place setting. The amount of serviceware and the arrangement depend on the type of service and the
meal to be served (See Chapter 2).
Carry supplies of chinaware, glassware, silverware and napkins to the table on clean trays. Handle china by the edges, glassware by the bases or stems and silverware by the handles as you
set up the covers. Check and set aside any serviceware that is
damaged or still soiled, and return it to the kitchen. Glasses and
cups should be inverted until the time of service, but be sure the
glasses are inverted on only clean tablecloths and placemats so
the rims remain sanitary.
After the covers have been set, check to see that all centerpieces are fresh and clean, that candles are replaced and that
lights are in working order. If your establishment has printed
matchbook covers, place one book in each ashtray. When table
tent menus are used, place them uniformly on all tables.
Preparing the Sidestand. A sidestand is a storage and service unit located close to serving areas. It eliminates the need for
waiters and waitresses to make frequent trips to the kitchen for
supplies.
Sidework 29
A sidestand like this placed close to serving areas puts items needed in easy
distance of the guests and reduces the number of trips that must be made
to the kitchen. See following page for list of supplies usually kept in the
sidestand for use in the dining room.
Sidework 31
1.75
75
85
00
75
o/4.4 ad
8.90
4.50
Finelychopped sirloin planked&serued with mushroontsil mashed potatoes
8.95
Broiled petite (del and broiled Lobster BOL Server( with d'aten butter
7.95
8.75
FILET MIGNON
7.95
Ot
ala,(4
SLICED TOMATO, Sauce Vinaigrette
MARION DELUXE
Onenge, A pocado, Sponish Onion
Marinated m Irme Vinnuar
SPINACR SALAD,SweeLSourDreming,topped
Sauteed Muehroonia...1.25
90
L25
French Pa.....50
1.50
Sidework 33
Q4
With The Following Entrees We Are Serving
Tossed Salad With Os, Own Dressing
Entrees Are Also Serued With
Your Choice of Potatoes, Freshly Baked Rolla With Butter
Choice of Beverage
LOBSTER A LA MAISON
6.50
0.25
5.75
8.95
(S
G(;(Zftd,
BREAST OF CHI
Q,//e7
N, ABBEY STYLE
5.75
6.25
Baked toa crisp in its Natural Juico, served with Saute'ed Wild Rice,
Fresh Mushrooms and Bacon
5.25
6.50
6.50
WIENER SCHNITZEL
5.60
THE ABBEY
tensively. Some of the more common categories are steaks, seafood, meats and poultry, sandwiches, salads and specialties. The
dessert listings usually include pies, ice cream, sherbet, sundaes
and specialties of the area. Beverages include coffee, tea, milk
and other drinks. Cocktails and wines may also be listed on the
food menu.
The types of foods and the number of selections in each
grouping will vary from one extreme to the other. Exclusive
restaurants will list gourmet foods while family restaurants will
list honre-style foods. Some restaurants still feature a large number of selections while others have followed the current trend
toward limiting choices to cut costs.
A special of the day may be attached to the menu. A special
is a food that may be a leftover, a seasonal dish or a chef's specialty. Usually the price of the special is low if it is a leftover or
a seasonal item. It is best not to mention that the special is a
leftover, or made from leftovers, since customers will feel the
food selection is inferior. Remember, the product may taste as
good or better than when it was first prepared if it is properly
handled by the chef.
A seasonal special is attached to the menu when there is an
abundant supply of a particular food available at a low price. A
chef's special is a dish that the chef prepares exceptionally well.
A good waiter or waitress knows the ingredients in every
food item on the menu. Often you will be asked how spicy certain foods are, what ingredients the specials contain, and what
food selections would fit finto a guest's diet. Learn food ingredients from the chef, and always ask him about new iteras added
to the menu.
Methods of Food Preparation. Since guests will ask how
foods on the menu are prepared, you should know the more
common preparation methods, as follows:
a. BakedCooked by dry, continuous heat in an oven.
b. BoiledCooked in liquid at the boiling temperature of
2120F. at sea level, so that bubbles rise to the surface and
break.
c. BraisedBrowned in a small amount of fat, then cooked
slowly in a little liquid in a covered pan.
d. BroiledCooked by direct heat, either under the source of
Sidework 35
Sidework 37
Sidework 39
QUESTIONS:
PROJECTS:
1. List the opening duties for your restaurant or a local restaurant, and divide them among the servers who work the
morning hours. You may want to rotate groups of duties
so the waiters and waitresses can be responsible for a variety
of jobs on different days.
2. Ask one trainee to demonstrate how to place a tablecloth
on a table in a professional manner. Repeat this procedure
with the center items on the table. Then have the trainee
demonstrate how to remove the tablecloth with and without center items on the table. Have all trainees try this procedure.
3. Study several menus from local restaurants. Identify the
following parts:
a. Those items which are a la carte
b. Those items which are table d'hote
c. The various groupings of foods and the number and
kind of selections in each group
The "special" attachment or the place where a
"special" may be attached when there is one
4. Study a menu and consult with a chef in order to do the
following:
a. Identify the main ingrediente of each food item
b. Describe the method of food preparation for each
food item
c. Identify the preparation time necessary to cook or
prepare each food item
d. Name the meal accompaniments that go with each
food item
5. List all the closing duties that you can think of, or that must
be done in your restaurant if you are already employed.
Post these in the kitchen and make a regular habit of checking them off at the end of the day.
CHAPTER FOUR
Initiating the service means beginning the service. It includes meeting and seating the guests, taking the order, placing
it and picking up the order in the kitchen. Answering questions
and making suggestions are also important parts of the initial
service.
SEATING GUESTS
Who Seats Guests. Guests may be met and seated by the maitre
d'hotel, hostess, headwaiter or headwaitress. This process can
make the guests feel welcome immediately and give them a good
first impression of the restaurant. It also allows the maitre
d'hotel or hostess to control the traffic flow of guests in the dining room. In some restaurants, however, guests are allowed to
select their own table, booth or counterspace.
Where to Seat Guests. Common sense dictates where parties of guests should be placed in the dining room. Utilize tables
according to party size. For example, seat large families at large
round tables and couples at smaller tables for two, called deuces.
Loud, noisy parties may be placed in private rooms or toward the back of the dining room so they will not disturb other
guests. Elderly or handicapped persons may wish to be near the
entrance to the room so they do not have far to walk. Young
couples like quiet corners and good views. Well dressed parties,
who are an asset to your restaurant decor, may be placed in central positions. Of course, if the guests request a specific location,
try to accommodate them.
How to Seat Guests. Approach the guests with words of
greeting such as, "Good evening." Guests will inform you when
they have reservations. When they do not have reservations, ask
them, "How many are in your party?" When there appears to be
one person ask, "Table for one?" instead of, "Are you alone?"
Take clean menus and lead the guests to the table.
When there are ladies in the party, a maitre d'hotel or head
waiter seats one or more of them in seats with the best view. (See
picture facing page.) Usually the men in the party will assist in
seating the other ladies present. A hostess or head waitress generally puls out the ladies' seats indicating where they may be
seated, but does not actually seat them. When patrons will be
placed at wall tables with sofa seats on one side, the tables may
be pulled away from the seats by the maitre d'hotel or hostess
so guests may be seated easily. Open menus are presented to
each guest, and friendly conversation is carried on throughout
this initial service.
At this time, remove table settings that will not be used,
bring junior chairs or high chairs and supply missing serviceware.
Fill water glasses or have them filled by a busboy.
Controlling Seating. To control the traffic flow in the restaurant, avoid seating two groups of guests in the same station at
the same time. Instead, seat parties in different stations so a
waiter or waitress will not be overburdened with two new parties
simultaneously, and guests will receive better service.
On a busy day, many restaurants will be so popular that
guests will have to wait for a table. Be sure guests are seated in
order of their arrival and registration with you, giving preference
to guests with reservations at their appointed times.
APPROACHING THE GUESTS
Approach the guests after they have had time to look at the
menu. If they were seated by a maitre d'hotel or hostess, greet
them with a friendly, "Good evening" and, "Would you like a
cocktail?" or, "May I take your order?" If you seated them,
The maitre d'hotel or headwaiter seats the ladies in a party of guests although the men in the party may assist some of the ladies themselves.
approach them again with a pleasant, "Are you ready to order
now?"
If you can identify the host, approach him first from his
left because he may wish to order for his guests. If he does not,
begin taking an order from the guest at his right or a female
member of the group.
When a man and a woman are together, approach the man
and ask him if they are ready to order. It is customary for a man
to order for his companion, so give him this opportunity.
Sometimes a woman may be a man's boss or have him as
her guest. In this case, she may indicate this situation to you or
may allow him to pay and refund money to him later.
If you are busy with another table when the newest party
of guests is seated in your station, approach the new group and
tell them you will be with them shortly. They will appreciate
your attention and will not feel ignored.
TAKING ORDERS
Technique of Taking Orders. Stand erect to the left of the guest
with the order pad supported in the palm of your hand and a
sharp pencil ready. Never place your book or order pad on the
table to take the order.
When taking the order, the waiter or waitress stands to the left of the guest,
holding the order pad in the palm of the hand. Using a sharp pencil makes
orders easy to read.
Tossed Salad -
French Fries -
French Dressing -
Strip Steak -
k 4,44(2.
Hamburger - .474"
Chopped Steak -
Casserole - e<2.64-
Rare cooked -
T e t ra zzini -
Coffee -
Well cooked -
Menu abbreviations like these should be agreed upon for use by the servers
and kitchen staff. Using them will speed up writing the order.
Station
Break Waitr.
Waitr.
Seat
'e.ti-
Customers
SDW.G_HIS
.70
.80
.85
HAM/E99
TUNA
i
.85
B.L.T.
STEAK SANO.
BIG BOY
BRAWNY LAD
SWISS MISS
FISH SANO.
HAM
171
.55
.85
.85
.65
.85
1.10
LUNCHEON
1.35
GR. RD./M.S.
C5
SHRIMP SNACK
CHICKEN SNACK
1.10
COMBINATIONS
/13.5, .60
B.B. COMBO
8.1. COMBO
.50,
S.M. COMBO
.25
FISH COMBO
1.25
HASH BROWNS
.35
IDDIE
LITTLE BOY
L.B. W/Cheese
.55
NUGGET'S FANCY
.50
SPAGHETTI
.50
INNERS
REG. CHICKEN
1.95
SHRIMP
1.15
FISH
1.45
SPECIAL STEAK
2.25
SPAGHETTI
1.45
Vs LB. Gr. RD.
1.65
HAM STEAK
1.65
W.M.S.
1.85
PANCAKES
ROLLS
PLAIN
.65
BLUEBERRIES
.85
W/Ham,Bac.,Sau./Egg 1.15
W/Ham,Bac.,Sau./Egg 1.35
STRAWBERRY
.95
TOAST
.20
MUFFIN
HEATED BOLL
.25
.30
SALADS
PINE. SALAD
.95
CHEF SALAD
1.35
HAM & CHEESE
1.25
_ TOSSED SALAD
.30
CHILI DISHES AND SOUP
CHILI & BEANS
.75
SOUP
.35
SPAG. & CHILI
.90
DESSORTS
STR. W/C PIE
.55I
APPLE PIE
.35
CHOC. PIE
.40
Ala Mode
.15
PECAN PIE
.45
ICE CREAM
.25
CHEESE PIE
DONUT
.30
.20
FOUNTAIN
SHAK E C V S .45
SODA
CH. ST.
.50
1111 FDG. SUN.
.55
FLOAT RB. CK.
.45
STRAWB. SUN.
.55
CHOC. SUN.
.55
KIDDIE
JR. SUNOAE
.30
JR. HOT PDS
1 .35
BEVERAGES
COFFEE
.20
.25
SANKA
.20 /
MILK
..20
HOT CHOC.
.25
HOT TEA
.20
LEMONADE
.25 .35
ICE TEA
.251
ROOT BEER
.20 .30
ORANGE/TOM.J.
.30
.20 .30
COKE 15i each addl. fl
(IDO E
COKE
ROOT B
.10
JR. MILK
TOTAL
:13,u,4om
2 08 7
769
TOTAL
65
70
50
50
15
11. 50
18
1/
68
A waiter or waitress only needs to indicate the quantity of each item selected and extend the amount of the charge on a checklist order like this.
..,
CAUTION
881132
'TM 1 4, /.2 y
lb! ..71"
/'
1'
,.., Alce.
a."...
l'
/.'7s
ceaa&
.2..25f /5-
BEVERAGES
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The server should always write the order neatly and legibly on the guest
check. This helps to insure that it is filled correctly.
rewritten on paper for the kitchen staff, and the original order
is retained by the waiter or waitress, who uses it to serve cocktails, appetizers, salads and other items. After the meal, the
waiter or waitress summarizes the order on a guest check and
presents the check to the guest for payment.
This way of taking the order is advantageous when the menu
contains principally table d'hote selections and the waiter and
waitress are responsible for dishing up some courses, such as
soups, salads and desserts, and serving them in proper order.
This way of taking the order is also used when there is a multiunit kitchen consisting of a separate area and chef for steamtable foods (stews, soups), grilled foods (eggs, steaks, chops), and
cold foods (salads, appetizers).
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ANSWERING QUESTIONS
As a waiter or waitress you will be asked questions about the
food, the restaurant, the community and even the state. Prepare
yourself to answer questions by reading and listening. Be knowledgeable so you can answer questions intelligntly and "suggestion sell" (discussed in next section).
You should also know the following information about
your restaurant:
a. The hours and the address of the restaurant.
b. The menu and the ingrediente in every dish served. Know
the special of the day. Also know the general menu of
other dining rooms and coffee shops on the premises and
the hours they are open.
51
Whet the appetite of the customer by suggesting specific foods, such as hot
apple pie a la mode.
53
In many restaurants food orders are attached to a rotating wheel and then
filled by the chef in turn.
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One of several ways in which the waiter or waitress is notified that the order
is ready is this new electronic "beeper" which can be carried in the server's
pocket. This location makes it easy to hear.
55
QUESTIONS:
PROJECTS:
1.
2.
Meet with service and kitchen personnel and agree upon abbreviations for food items on the menu. Make a list and
post them in the kitchen. Or, as a trainee group, make a list
of common abbreviations from a menu. Discuss the necessity of uniform use of abbreviations by all personnel.
3.
4.
Describe the method of order taking used in your restaurant. Or, as a trainee group, select a familiar restaurant
and discuss its order taking methods.
5.
6.
CHAPTER FI VE
All foods should be served from the left of the guest and dishes should be
placed with the server's left hand.
cocktail, oysters on the half shell, fruit or juice. This first course
is placed on a small plate called an underliner and centered before
the guest. A seafood fork is brought with the shrimp cocktail
and oysters. It is either placed on the right hand edge of the
underliner or inverted into the bowl of the outside spoon.
Soup may be served in place of the appetizer or as a second
course. It is served in a small, handleless cup on a saucer. A soup
spoon must be provided if not furnished with the table setting.
Serve the soup in the center of the cover with the soup spoon on
the right side of the saucer.
The salad is the next food served. It is placed to the left of
When pouring beverages, the server should leave the glass or cup on the table and pour with his or her right hand from the right of the guest.
When serving guests seated in booths, serve each guest with the hand farthest from his seat; guests at the server's right with the left hand; guests at
the left with the right hand.
walk back to the kitchen empty handed. Take dirty dishes back
to the ktchen on your way to pick up food. This will make a
traystand available to you when you come out with your order.
By cutting down your time serving guests, you not only increase the number of persons you can serve, but you increase
your efficiency. An increase in the number of guests served and
faster service will increase your tips.
Maintaining Food Quality. Serve hot foods hot and cold
foods cold. Pick up and serve foods in the order that will maintain this temperature quality. For example, when serving several
tables, pick up salads and crackers first and hot soups or cold ice
cream last on the same tray. Likewise, serve the hot soup or
cold ice cream first and the salad and crackers last.
Attention to Guests. There is no excuse for avoiding the
guest. Allow little delay between courses and keep your eye on
the guests as you serve others in your station. Guests will indicate they need you by a look, gesture or remark, and you should
respond promptly to their needs.
Special attention should be given after you have served the
entree. When the guests begin to eat the main course, check back
to be sure that all entrees are as ordered, are satisfactory and
complete. Mistakes can be remedied easily at this time and the
guest will not be angered. It is too late to adjust a complaint at
the end of a meal.
HANDLING UNUSUAL CIRCUMSTANCES
Your Behavior Toward All Guests. A good waiter or waitress
strives to serve all guests equally well. Thousands of satisfied
customers are necessary to run a restaurant successfully, and a
waiter or waitress cannot be particular about whom he serves.
Most guests will be appreciative of your efforts while some will
be difficult to please. Handle each situation, no matter how unusual or unpleasant, with genuine interest in serving the guest the
best way you know how.
Handling Guests with Special Needs. Occasionally, you will
encounter customers who need special handling such as very
young, intoxicated, handicapped or ll guests.
Very Young Guests. If your assigned party of guests
a.
his problem and assisting him properly and discreetly wi11 help
him enjoy his meal.
A guest in a wheelchair may wish to be pushed up to the
table. Be sure he is out of the aisle.
A blind person will need the most attention of all handicapped people, but be careful not to offend him by being oversolicitous. Hang up his coat and belongings and gently lead him
to his seat. Discreetly move objects so he will not upset them.
Quietly ask if you may acquaint him with the menu. Then let
him select hs meal; he wll select items he can handle. Do not
fill glasses too full. As you serve him, inform him where the
food and beverage items are being placed.
A deaf person may be able to give you his order verbally
like any other guest. Some, however, prefer to write out or point
to their choice. Be alert to the fact that the deaf speak with
hand movements. If you are concerned about an accident, gently touch the person on the right or left shoulder, indicating you
are serving him from that side.
d. III Guests. Remain calm if a guest becomes ill. Remember, your immediate responsibility is to the welfare of the
guest, and knowing first aid techniques may be a valuable asset
at ths time. If the guest faints or falls, do not move him; call
the manager for help.
A common incident in restaurants is choking on food such
as large pieces of speak. The guest may turn blue, stop speaking,
and indicate he is choking by grasping his throat. He may also
collapse. You may have to check his mouth or throat for food.
Any food must be removed immediately. This may be done by
a simple procedure called the Heimlich Maneuver: stand behind
the victim and wrap your arms around his waist; place your fist
thumb-side against his abdomen slightly aboye the navel but
below the rib cage; grasp your fist with your other hand and
press into the victim's abdomen with a quick upward thrust.
Repeat several times if necessary to expel the food.
Be sure to watch the guest's belongings. Possessions such as
purses, parcels and coats should be kept in a safe place until the
guest is better.
Handling Complaints. Complaints arise when a customer
does not get the food and service he feels he deserves. In general,
the better the table service, the fewer the complaints. Do not
take offense, however, when customers do complain. Valid complaints are the restaurant's feedback and should be used to improve service for those who come to the restaurant in the future.
Some complaints can be prevented before they occur. For
example, if a customer orders Roquefort salad dressing, mention
that there is an extra charge for this specialty. Or, when the order is delayed in the kitchen, reassure the guest that he has not
been forgotten.
By all means, avoid arguing with the customer. Use tact
and courtesy, and respect his opinion.
A valuable procedure for handling complaints is as follows:
a. Listen to the details of his complaint.
b. Restate his complaint briefly to show you understand.
c. Agree to a minor point truthfully such as, "You are
right to bring that up." This puts you on his side
looking at the complaint with him.
d. Handie the complaint promptly. Make an immediate
adjustment or correction if you can. Treat your customer as you would like to be treated if you were in
his position.
SAFETY: REPORTING HAZARDS
Always check for briefcases, purses and parcels that have been placed on
the floor as they cause accidents.
es to a reasonable height. This will avoid the hazardous juggling act that so often results in breakage and injury.
h. Lift a stacked tray from a traystand or counter by bending
your knees, placing your left hand (non-serving hand) under
the center of the tray and lifting it to shoulder height.
Bending your knees and lifting with your leg muscles will
prevent back strain.
Lifting a tray this way prevents back strain. Follow the procedure described
on facing page to keep lifting easy, reduce fatigue.
SANITATION RESPONSIBILITIES
e.
f.
g.
When the guests indicate they have finished, complete the check
and present it to the left of the host. This may be done in one of
two ways. First, the check may be placed face down on the table.
Thank the guest and make brief departure remarks like, " You
may pay the cashier" and, "Come back again soon." The guest
will then pay the cashier. (See illustration following page.)
Second, the check may be presented face up on a tip tray
and the host will pay you. When the host pays you, take the tray,
check, and payment to the cashier, and return all change on the
tray (coins anchoring the bills) to the table. Then thank the
guests and invite them back again.
Today payment is often made by personal check or credit
card in lieu of cash. Personal checks may be accepted for the
amount of the guest check (plus any additional amount for tip
the guest may wish to add). Read all parts of the check to be
sure they are accurate and complete. Ask for acceptable identification such as a driver's license, and have the check authorized
by your supervisor. Take precautions to avoid accepting a
fraudulent check. (See page 71 for properly made out check.)
Credit cards such as Master Charge, Diner's Club, American
Express and Bank Americard are also used extensively in our mobile society. These cards should be signed by the cardholder.
To use the card, place it in the addresser or stamping machine
with the credit slip on top, and slide the bar over both to imprint the slip. List dinners, tax and bar total on the slip and total the amount. It is up to the cardholder to add on a tip if he
desires. Bring a pen and have him check and sign the slip. Then
compare the signature with the one on his card to be sure they
are identical, and return his credit card. (See page 71 for properly made out credit slip.)
The check should be presented to the left of the host either face down, if
the guest is to pay the cashier, or face up, if the guest is to pay the server.
Many types of credit cards (center, facing pagel are often used instead of cash
for a restaurant meal. Card is imprinted on sales slip (bottom, facing page l.
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Check all parts of a personal check carefully to make sure the date, restaurant name, both the numerical and written amounts and the signature are
correct. With practice, this can be done quickly.
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When the server takes cash in payment of a guest check, the change should
be returned with the coins placed on top of the bilis on a tip tray. The
guest leaves a tip as a monetary reward for courteous and efficient service.
QUESTIONS:
PROJECTS:
1.
2.
3.
4.
5.
6.
7.
8.
CHAPTER SIX
Wine and
Bar Service
The proper service of alcoholic beverages has become increasingly important since many restaurants are merchandising
drinks to satisfy the demand of guests and to increase profits.
The waiter's or waitress's correct service of alcoholic beverageswine, liquors and beersdepends not only on knowing the procedure for serving, but on the knowledge of types of drinks, glassware, beverage temperature and garnishes. Also a server should
know which beverages go well with particular foods so he may
offer suggestions when necessary.
SIGNIFICANCE OF SERVING WINE, LIQUOR AND BEER
Specifically asking whether the guest would like drinks and being
especially knowledgeable about serving drinks will add to your
merchandising efforts (see Chapter 4Making Suggestions).
WINE SERVICE
Types of Wines. Wines are identified by color, taste, type and
narre. As a waiter or waitress, you should be knowledgeable
about wines and be able to distinguish one wine from another
for your guests.
Wines are either white or red. White wines range from almost white to gold color, and red wines range from pink to red
in color.
The flavor of each wine ranges from very dry (not sweet) to
very sweet, and this characteristic determines when the wine is
served during the meal (see this ChapterWines and Foods that
Complement Each Other).
Wines are grouped into four basic types. These types are
the table wines, the sparkling wines, the fortified wines and the
aromatized wines as follows:
a. Table Wines. The majority of wines, both white and red,
are considered table wines and are consumed with the meal.
These wines are fermented grape juice.
b. Sparkling Wines. Sparkling wines, often used for special
occasions, contain carbon dioxide to make thern effervescent.
Champagne is a well known sparkling wine.
c. Fortified Wines. Some wines are combined with brandy
to retain more flavor. Dry fortified wines, such as sherry, are
often served before dinner, and sweet fortified wines, such as
port, are often served after dinner.
d. Aromatized Wines. A few wines are lightly fortified and
flavored with herbs and spices. Aromatized wines, such as vermouth, are often served in combination with other alcoholic
beverages as cocktails.
Wines may be identified on their labels by their varietal
names (names of the grape ingredient), their generic narre (European wines they resemble), or by their place of origin (place
where they are produced). Wines are often numbered on wine
lists since names of wines are sometimes difficult to pronounce.
Wines are produced in many countries. France and Italy
77
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Wines should be stored horizontally in a cool, dark location similar to this
area in a Wisconsin foodservice operation.
Type of Wine
Wine
Appetizer Wines
Dry Sherry
Vermouth
Appetizers
Sauterne
Rhine
and other medium
dry white table wines
Burgundy
Pinot Noir
Claret
and other red
table wines
Ros
Sparkling Wines
Champagne
Sparkling Burgundy
Cold Duck
Anytime
Dessert Wines
Port
Cream Sherry
Tokay
Muscatel
Red dinner wine, such as Chianti, complements spaghetti and other highly
seasoned Italian dishes. For other popular wine and food combinations
see list on preceding page.
Amount of Wine to Order. Most bottles of wine are fifths
(25.6 ounces). The number of servings per fifth depends on the
size of the wine glass used. Generally, a fifth will be enough for
6 four-ounce servings. Wines in restaurants are also sold in half
bottles (splits) and by the glass. Knowing the approximate number of servings will enable you to suggest the appropriate amount
for your party of guests to order.
Wine Glasses. A wine glass is traditionally a stemmed, tulip-
81
shaped glass. The stemmed feature allows the guests to hold the
glass by the stem so the wine will not be warmed by the hect of
their hands. The glass should be large enough to allow the guests
to swirl the wine and smell the aroma (bouquet)which is part
of the pleasure of wine drinking.
Usually the restaurant will have several kinds of wine glasses suitable for serving different types of wine. Appetizer and
dessert wines are often served in a 3 to 5 ounce stemmed glass.
Dinner wines are served in a larger glass ranging from 6 to 10
ounces. Sometimes the red wine glass will be larger than the
white wine glass. Although traditionally champagne was served
in a saucer-shaped stemmed glass, today a narrow tulip-shaped
glass is preferred because it allows the wine to generate bubbles
longer. A 7 ounce tulip-shaped glass is an all purpose wine glass
suitable for all types of wine.
Wine glasses may vary in shape and design depending on the
decor of the restaurant and the preferences of management.
Some of the traditional wine glasses used in restaurants are
shown below:
The bottle of wine should be carefully carried to the table and presented
to the host so he may read the label.
When wine is ordered, obtain the wine of the right temperature and carefully carry it to the table. Chilled wines are
brought to the table in a bucket of crushed ice, which is placed
on a stand to the right of the host. Present the bottle to the
host by showing him the label. State the name of the wine, such
as, "The Reisling you ordered, sir." Wait for his approval. Then
place the chilled wine back in the ice bucket or the unchilled
wine on the table.
Wine glasses are brought next so guests may anticipate the
wine service. Set each wine glass on the table to the right and
slightly below the water glass. When serving several wines, either
place the glasses in a line to the right of the water glass or place
one wine glass below the other as shown top of facing page.
a. Serving Table Wines. Open the wine at the table in
83
Pour a taste for the host and wait for his approval. Then pour
a glass for the lady at the host's right and continue counterclockwise serving all the ladies in the party. Then serve the men,
serving the host last. Leaving the glass on the table, fill the glasses one-half to two-thirds full, twisting the bottle a quarter turn
to prevent dripping.
Place the chilled wine in an ice bucket or the unchilled
wine on the table to the right of the host. Be available to refill
glasses. Turn the bottle upside down in the bucket when it is
empty, or remove the bottle from the table.
b. Serving Sparkling Wines. As with table wines, open the
bottle of sparkling wine in front of the guest. Wrap the bottle in
a cloth napkin to maintain the chilled temperature of the wine
and to protect your hands from possible glass breakage. Twist
the loop of wire until it breaks open. Remove the safety wire
and the foil covering the cork. Grasp the cork in your left hand
while holding the bottle at a 45 0 angle and pointing it away from
guests. Continue holding the cork and twist the bottle. Gradually allow the pressure in the bottle to force the cork out gently
without a pop or fizz.
Remove the napkin from the bottle and serve the host a
taste. With his approval, serve the rest of the guests as you did
with the table wines.
Open a bottle of sparkling
wine by first removing the
wire and foil. Then grasp the
cork and tilt the bottle away
from the guests. While holding the cork firmly, twist the
bottle to allow the interna!
pressure to push the cork out.
LIQUOR SERVICE
Types of Liquor. Cocktails, mixed drinks and straight drinks are
made from brandy, whiskey, vodka, gin, rum, cordials and other
liquors or spirits. As a server, you should be familiar with the
following spirits which are those most frequently ordered:
Frequently used liquor glasses from left to right: cocktail, jigger, highball,
collins, sour, brandy snifter, old fashioned and cordial glasses.
ginger ale, etc.), a different liquor than traditionally used, or a
special garnish. For example, a guest may order a vodka gimlet
instead of a gin gimlet, or he may order a twist instead of an
olive in his dry martini.
After you have properly taken the bar order, submit it to
the bartender at the service bar, which is an area of the bar for
server and bartender use only. You may be required to assist the
bartender in preparing the drinks by setting the appropriate
glasses on the cocktail tray, icing the glasses when required, adding the mixers or garnishing the cocktails. In some restaurants,
Drink
Manhattan
Glass
cocktail
Ingredients
Garnish
Ice
stir with whiskey
maraschino
ice, then sweet vermouth cherry
strain finto glass
Dry Manhat-
tan
cocktail
whiskey
dry vermouth
olive
Dry Martini
cocktail
gin
dry vermouth
olive
Bloody Mary
highball
cubes in vodka
glass
tomato juice
hot pepper
sauce
Worcestershire
Daiquiri
cocktail
blend
with ice
rum
sugar
lime juice
lime or
filbert
Gimlet
cocktail
stir with
ice, then
strain finto glass
gin
lime juice
lime or
filbert
cubes in
glass
whiskey
sugar
bitters
orange
slice
maraschino
cherry
Screwdriver
highball
cubes in
glass
vodka
orange juice
Tom Collins
collins
blend
with ice
gin
lemon juice
powdered
sugar
1A. orange
slice
maraschino
cherry
Whiskey Sour
sour
blend
with ice
whiskey
lemon juice
sugar
% orange
slice
maraschino
cherry
it is the policy to set up ingredients for highballs, drinks on-therocks and straight drinks at the service bar which will be combined later at the table in front of the guests.
When drink ingredients are combined in front of the guests
at the table, pour the measured liquor into the proper glass, then
add the proper am ount of mixer designated by the guest. When
on-the-rocks drinks are prepared in front of the guests, pour the
liquor over the ice in the glass.
When drinks are ready to serve, apply the ordinary rules of
serving beverages. Serve from the right with the right hand, and
serve Jadies first. Place the drink to the right and slightly below
the water glass. Remove drink glasses when empty. Ask the
guests if they would like another cocktail before ordering the
meal.
After the guests complete the entree or dessert and soiled
dishes are cleared, suggest an after dinner drink such as brandy
or a cordial. Serve them in the same manner as you serve other
cocktails and mixed drinks.
BEER SERVICE
Types of Beer. Beer is a generic term referring to a brewed alcoholic beverage made from fermented barley malt and other cereal grains and flavored with hops. The United States produces
a malt beverage called beer and a higher quality beverage called
premium beer.
Other forms of beer are lager, ale and bock. Lager is an aged
beer that is dry and sparkling. Ale is made from the same ingredients as beer but in different proportions. It is usually heavier
and more bitter than other beers. Bock beer is a beer brewed in
the winter for use in the spring. It is generally a full-bodied,
dark, sweet beer.
Types of Beer G/asses. Beer may be served in a mug, pilsner,
goblet, schooner, tumbler, shell, stein or hourglass tumbler. Pictured on the next page are the footed pilsnera tall, narrow, 7
ounce glass with a short stem, and a steina heavy glass with a
handle.
Procedure for Serving Beer. Beer goes well with almost any
food served in a restaurant except sweets. Beer may be served be-
fore the meal with the appetizer, during the meal, and as a beverage any time. The taste of the beer will be at its best at about
40F.
The glass is placed on the table to the right and below the
water glass and the beer is poured for the guest. Do not tip the
glass or pick it up from the table, but pour directly into the center of the glass to release the carbon dioxide and form a head of
foam. Most of the rules for serving beverages apply to serving
beer (see Chapter 5 Serving Beverages).
QUESTIONS:
PROJECTS:
1.
2.
3.
4.
20. The process of sweeping loose food particles into your hand
with a clean, folded napkin to make the table look more
presentable is called
21. Stack dishes on trays so they are
22. Wines that are not sweet are
wines.
Quiz 95
Quiz 97
(c) face up on the table and face down on the tip tray,
(d) face down on the table and face up on a tip tray.
18. Fortified wines are produced by adding (a) vodka, (b)
whiskey, (c) brandy, (d) vermouth.
19. White wines and sparkling wines should be served at (a) 32
F., (b) 35-40F., (c) 45-50F., (d) 55-60F.
20. A wine which traditionally complements an entree such as
Broiled Australian Lobster Tail is (a) dry sherry, (b)
cream sherry, (c) claret, (d) rhine wine.
21. Fill the wine glasses (a) 1/4 to 1/3 full, (b) 1/3 to 1/2
full, (c) 1/2 to 2/3 full, (d) to the rim.
22. A cloth napkin is wrapped around the bottle of sparkling
wine when opening it to (a) maintain the wine's temperature and protect your hands, (b) hide the label from view,
(c) keep your hands from getting cold, (d) protect the
wine from the light.
23. A' liquor distilled from the sediment of wine and considered
a wine by-product is (a) gin, (b) whiskey, (c) rum,
(d) brandy.
24. An example of an after dinner drink is a: (a) whiskey
sour, (b) manhattan, (c) dry sherry, (d) creme de
menthe.
25. The ingredients in a daiquiri are: (a) gin and seltzer,
(b) scotch and soda, (c) rum and lime, (d) whiskey
and lime.
GLOSSARY
LA (ah-lah): Prepared in a particular manner
LA KING: Food served in a white sauce with mushrooms,
green peppers and pimentos
A LA MODE (ah-lah-MOHD): Usually dessert with ice cream;
sometimes style of the day
AMANDINE (ah-mahn-DEEN): With almonds added
AMBROSIA (am-BROH-zha): Fruit dessert consisting of oranges, bananas and shredded coconut
ANTIPASTO (ahn-tee-PAHS-toh): Italian appetizer which always includes raw vegetables, fish, meat and
salami
AU GRATIN (ah-GRAH-tin): Prepared with a sauce and baked
with a topping of bread crumbs and cheese
AU JUS (oh-ZHUE): With unthickened natural juices
BAKED ALASKA: Ice cream on cake, covered with meringue
and baked in an oven until the merigue browns
BARNAISE SAUCE (bair-NEZ): Sauce, similar to ollandaise,
containing tarragon
BISQUE (bisk): Rich cream soup made with fish
BORDELAISE (bohr-dih-LAYZ): Sauce made with onions, carrots, celery and seasonings
BORSCH or BORSCHT (borsh or borsht): Russian or Polish
soup made with beets
BOUILLABAISSE (boo-yah-BAYS): Several varieties of fish
fixed as a stew
BOURGUIGNONNE (boor-gee-NYOHN): With onions and burgundy wine
BOUILLON (BULL-yon): Meat broth
BROCHETTE (broh-SHET): Meat broiled on a skewer
CACCIATORE (caht-chah-TOH-rih): With wine sauce containing tomatoes, onions, garlic and herb spices
CAESAR SALAD (SEE-zer): Green salad with anchovies, croutons, parmesan cheese, coddled eggs and garlic
CANAP (kan-a-PAY): Spicy food mixture spread on crackers,
toast or bread
CARTE DU JOUR (kart-du-zhoor): Menu of the day
Glossary 99
and chicken
CLUB SANDWICH: Sandwich made with three layers of bread
101
SELECTED REFERENCES
Dietz, Susan M. The Correct Waitress. New York: Ahrens Publishing Company, Inc., 1952.
Grossman, Harold J. Practical Bar Management. New York:
Ahrens Publishing Company, Inc., 1959.
Harris, Ellen Adeline. Professional Restaurant Service. Toronto:
McGraw-Hill Company of Canada, Limited, 1966.
Lehrman, Lewis. Dining Room Service. New York: ITT Educational Services, Inc., 1971.
Mira, Linda. Guide to Good Service. Lake Worth: Florida Printing Company, 1968.
School of Hotel Administration. The Essentials of Good Table
Service. Ithaca: The Cornell Hotel and Restaurant Administration Quarterly, 1960.
Stokes, John W. How to Manage a Restaurant. Dubuque, Iowa:
Wm. C. Brown Company Publishers, 1967.
Wine Advisory Board. Wine Handbook Series. San Francisco,
California. n. d.
INDEX
A la Carte
31
45
Abbreviations on Orders
Absenteeism
8
Accompaniments
18, 30, 36-37, 59
Addresser
69
15-18, 57-74
American Service
Answering Questions (see Questions,
answering guests')
Appearance, personal
3-6
Appetizer
31
Serving of
57-58
4244
Approaching the Guests
Aquavit
85
7
Assistant Manager, restaurant
Attitude
8
Banquet Service
19-20
Bar Orders
46-48, 86-89
Beer
Glasses for
89-90
Serving
89-90
Significance
75-76
of serving
Types
of
89
34
Beverages
Serving beer
89-90
Serving of
59,65
Serving liquor
84-89
Serving
wine
81-84
Bouquet
81
Brandy
85, 89
21-22
Buffet
Busboys or Busgirls
7, 30, 42
Checklist Order
46-47
Chef de Rang
11-12
Children (see Very Young Guests)
Clearing Dishes
59-61
Closing the
38
Dining Room
Cocktails
86
(see also Liquors)
Cognac
85
Commis de Rang
11
Complaints, handling
64-65
Condiments
21, 27,36,59
Cordials
85
Corkscrew
83
Cover
10, 27, 59
Credit Cards
69, 71
Crumbing
61
Dessert
31
Serving
of
59
Deuces
41
Dining Room Manager
7
61-62
Efficiency
41
Elderly Persons, seating of
15
English Service
31
Entree
Serving of
59,62
20-21
Family Style Service
80
Fifths
12
Finger Bowls
34-35
Food Preparation, methods of
62
Food Quality, maintaining
10-13
French Service
30, 36
Garnishes
85
Gin
6-7
Goals, restaurant
6, 68
Grooming
13
Gueridon
30, 46, 69-70
Guest Check
62
Guests, attention to
Guests with Special Needs
63-64
Handicapped
64
Ill
63
Intoxicated
62-63
Very young
46
Guest-Written
Order
6,68
Hair Care
Hair Net
6, 68
63-64
Handicapped Guests
41
Seating of
Head Waiter or Head Waitress
7, 41
Host of a Party of Guests
43
Approaching
Present check to
69
Presenting
wine
to
82-84
7, 41, 50
Hostess
77, 82, 84
Ice Bucket
64
Ill Guests
Illness (see Absenteeism)
63
Intoxicated Guests
(see also Loud, noisy parties,
seating of)
Jewelry
Large Families, seating of
Liqueurs (see Cordials)
Liquor
Glasses for
Popular drinks
Serving
Significance of serving
Temperature of
Types of
Loud, noisy parties, seating of
(see also Intoxicated Guests)
3-4
41
86
86-88
86-89
75-76
85-86
84-85
41
Index
7, 41-42, 50
Maitre d'Hotel
Make-up
6
Manager, restaurant
7
Meeting, staff
50
Menus
Content of
31-34
Presenting
42
Types of
31, 63
30-34
Why study
Microwave Oven
36
On-the-Rocks, cocktails served
86
Opening Duties
28-30
Preparing the sidestand
27-28
Preparing the tables
Studying the menu
30-37
Orders
Methods of taking
46-49
Placing
52
52-54
Picking up
Technique
of taking
44-46
51-52
Timing
6-8
Organization, restaurant
Owner, restaurant
7
Payment of Check
69
Personal Check
69, 71
Placemats
27, 30, 63
Preparation Time
35-36
(see also Timing the Meal)
103
Serving booths
59
57-59
Serving
each
course
72
Tip
Settings
(see Table Settings)
3, 5, 65
Shoes
50
Side Orders
28,30
Sidestand, preparation of
8, 2540
Sidework
27
Silencer
22
Smorgasbord
Sommelier,
wine
81
18,31
Soups
Serving
of
58, 65
34
Special
(see Liquor)
Spirits
80
Splits
Station
25-26
Assignments
Definition of
25
50-51, 75, 89
Suggestions, making
27
Tablecloths
31
Table d'Hote
Table Settings
15-18
For American service
for American breakfast
15-16
and lunch
19-20
For banquet
service
For buffet
21
20-21
For family style service
For French service
10-13
13
For Russian
service
31
Table Tents
26
Tables, numbering
27-28
Tables,
preparation
of
69
Tax
8
Teamwork
85
Tequila
51-52
Timing the Meal
(see also Preparation Time)
30, 69
Tip Trays
Tips
72
Accepting
50, 62, 75
Increasing
-
69
On charge slip
Trays
61, 65
Balancing
dishes on
65-66
Lifting
Underliner
58
3-6,68
Uniform
86
Up, cocktals served
62-63
Very Young
Guests
77
Vintage
85
Vodka
104
Amount to order
Foods and
Glasses for
Serving of
Significance of serving
Storage of
Temperature of
Types of
Vintage
Where produced
Wine Lists
Wine Menus asee Wine Lists)
Young Couples, seating of
80
79
80-81
82-84
75-76
77-78
77
76-77, 79
77
76-77
31
41
CEDOC-SECTUR
111111111111111111111111111
002230
LIB
613.2
D34
1974
CEDOC - SECTOR
002230
Dahmer, Sandra J.
The waiter and waltress t