Waiter and Waitress PDF

SONDRA J. DAHMER & KURT W.
KAHL
.4.y
66-C4
002230
THE WAITER AND WAITRESS

TRAINING MANUAL
SONDRA J. DAHMER
KURT W. KAHL
r*T131151:11_2
méntAcl°
Canteo
Librería Turística
PACHUCA 134 - lo. PISO COL. CONDESA
MtX140 06140, D. f. ¡El 286-67-15
1. f. C. 111111 580225 CID. [kW. 1151111
SECTUR -BIBLIOTECA
Jule Wilkinson, Editor
CBI PUBLISHING COMPANY, INC.

51 Sleeper Street
Boston, Massachusetts 02210
211.9
2019
We wish to express our appreciation to those who assisted
in providing the following illustrations:
Angelica Uniform Co.—pp. 4, 5; The Abbey, Fontana, Wis.,
William T. O'Brien, photographer—p. 11; The Abbey, Wally
E. Schulz, photographer—pp. 14, 26, 43, bottom 53, 58, 60,
66, 67, 82; The Abbey—p. 22; Playboy Club, Lake Geneva,
Wis., p. 20; Lakeside Manufacturing, Inc., p. 29; Magic Chef
Inc., p. 36; Court Yard Inn, Elkhorn, Wis., William T.
O'Brien, photographer—pp. 44, top 60, 70; Marc's Big Boy,
Kenosha, Wis.—p. 47; National Cash Register, pp. 48, top
71; Burlingshire, Burlington, Wis., Wally E. Schulz, photog-
rapher—pp. 51, 63, 72; Traveler Coffee Shops Inc., Elkhorn,
Wis.—p. 53; Ray Radigan's, Kenosha, Wis.—p. 78.
Printing(last digit): ro
Copyright © 1974 by Cahners Publishing Company, Inc.
MI rights reserved. This book or parts thereof may not be re-
produced in any form without permission of the publisher.
ISBN 0-8436-0575-8 (Paper)
Library of Congress Catalog Card No. 73-83574
Printed in the United States of America

TABLE OF CONTENTS
PREFACE AND ACKNOWLEDGMENTS

FOREWORD vii
Chapter
1 THE WAITER AND WAITRESS 1
ADVANTAGES OF THE POSITION 1
QUALIFICATIONS FOR THE JOB 2
APPEARANCE ON THE JOB 3
THE RESTAURANT ORGANIZATION 6
TEAMWORK WITH CO-WORKERS AND
SUPERVISORS 8
QUESTIONS 9
PROJECTS 9
2 TYPES OF TABLE SERVICE AND SETTINGS 10

FRENCH SERVICE 10
RUSSIAN SERVICE 13
ENGLISH SERVICE 15
AMERICAN SERVICE 15
BANQUET SERVICE 19
FAMILY STYLE SERVICE 20
BUFFET 21
SMO RGASBORD 23
QUESTIONS 24
PROJECTS 24
3 SIDEWORK 25
STATION ASSIGNMENTS 25
DINING ROOM PREPARATION 27
STUDYING THE MENU 30
CLOSING THE DINING ROOM 38
QUESTIONS 39
PROJECTS 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 57

SERVING TABLES AND BOOTHS 57
EFFICIENCY WHEN SERVING 61
HANDLING UNUSUAL CIRCUMSTANCES 62
SAFETY, AND REPORTING HAZARDS 65
SANITATION RESPONSIBILITIES 68
THE GUEST CHECK AND PAYMENT 69
ACCEPTING THE TIP 72
QUESTIONS 73
PROJECTS 74
6 WINE AND BAR SERVICE 75

SIGNIFICANCE OF SERVING WINE,
LIQUOR AND BEER 75
WINE SERVICE 76
LIQUOR SERVICE 84
BEER SERVICE 89
QUESTIONS 91
PROJECTS 92
WAITER AND WAITRESS QUIZ 93
GLOSSARY 98
SELECTED REFERENCES 101
INDEX 102
PREFACE AND ACKNOWLEDGMENTS
Approximately one-third of the meals consumed in the

United States are eaten away from home, and indications are
that this number will increase. A growing population, more
money to spend and an increase in travel are important factors
in bringing about this trend. A major portion of the meals con-
sumed away from home are eaten in restaurants. New restau-
rants are opening and established restaurants are expanding their
services to accommodate the increase in restaurant patronage.
As a resulta there will be many opportunities available for per-
sons interested in becoming waiters or waitresses.
Purpose of This Book. The Waiter and Waitress Training
Manual is a practical guide for those who want to learn how to
properly serve food in a restaurant. It is addressed to potential
and actual waiters and waitresses, and it is designed also for man-
agers or supervisors who tra n the servers in a restaurant. The
manual contains six chapters hich discuss the responsibilities of
a waiter or waitress and the techniques of proper service. Also
included are helpful pictures and photographs. Questions and
projects at the end of each chapter help the trainee review and
apply the material presented. The book also contains a quiz for
final review, a glossary of definitions and an index for quick
vi WAITER AND WAITRESS TRAINING MANUAL
reference to specific serving procedures.

Suggestions to Trainers. Use this manual as a textbook in a
classroom or for training waiters and waitresses in a restaurant.
Assign chapters, questions and relevant projects from the manual,
and build competencies through group discussion and practice.
The quiz may be used to evaluate the trainees' knowledge of
serving procedures.
Suggestions to the Waiter, Waitress or Trainee. Use this
manual as a self training aid for learning how to serve or for in-
creasing your serving knowledge and skills. After reading the
chapters, answer the questions, complete as many of the projects
as possible and take the quiz for a review of proper serving pro-
cedures.
We would like to acknowledge the help of Mary Lou Sheffer,
Jane Christiansen, William T. O'Brien, Maria Anna Kahl, Joe
Dahmer and many others whose talents, time and encouragement
made this manual possible.
S. J. D.
K. W. K
FOREWORD
Probably the most successful public r9ations program in

National Restaurant Association history has been the nationwide
"We're Glad You're Here" promotion which started in 1971.
Its purpose has been to motivate all of us in foodservice and
lodging—the Hospitality Industry—to improve the way we treat
our guests. We all know Americans are eating out more often
every day. "We're Glad You're Here" aims at insuring that they
enjoy the experience by showing that we in the industry want
them to enjoy it. Needless to say we want them to feel so wel-
come that they'll want to come back for more of our good food-
and more of our warm hospitality.
More than 18 million coasters, 9 million placemats and in
excess of 1.5 million buttons have been distributed to date, all
bearing the campaign slogan. Governors, mayors, travel organi-
zations and industry suppliers have endorsed it, and "We're Glad
You're Here," with or without attribution to the NRA, graces
posters and signs in airports, convention halls and offices as well
as restaurants. In addition to waiters and waitresses, airline tick-
et agents, hotel bellmen, salesmen and ushers wear the slogan's
button. If a slogan could do the job, we should be confident
that a spirit of hospitality now reigns in our industry and is vis-
ible to every guest.
But slogans and buttons alone will not achieve the results
we want. Training—organized, continuous and budgeted for in
terms of both time and money—is necessary to make "We're
Glad You're Here" known to the customer. Specific training for
waiters and waitresses—the key people who actually meet the
public—is 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 rec-
ognize the importance of the customer, and whose own impor-
tance 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 restau-
rants, nor is there one book which has universal application. The
Waiter and Waitress Training Manual, however, should be of sub-
stantial 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-public—and 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 every-
thing 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

There are several advantages to making serving a career. One of
the advantages of being a waiter or waitress is that you may be
compensated well for rendering service to guests in a restaurant.
In some elegant restaurants, a waiter or waitress who gives good
service can make more money in tips and wages than a cook,sec-
retary, policeman or airline stewardess.
Another advantage of being a waiter or waitress is that you
are serving the public and can meet many interesting people.
2 WAITER AND WAITRESS TRAINING MANUAL
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

In order to qualify for a position as a waiter or waitress you
must be:
a. Reliable. Management must be able to depend on you to
fulfill the responsibilities for which you were hired. You must
report to work on time, serve the customers properly and com-
plete all tasks assigned.
b. Cooperative. You must be willing to work with other
co-workers in a common effort toward completing work assign-
ed. You must also adapt to the policies of management.
c. Personab/e. A waiter or waitress should take the initia-
tive to be friendly, patient and courteous to guests, co-workers
and management. However, never be "familiar" with customers
nor use terms such as "folks" or "honey" when addressing guests.
d. Healthy. Since a serving job requires the server to be in
close contact with guests, co-workers and food, you must be
healthy to avoid spreading disease and to maintain a good ap-
pearance. A healthy server looks good and has the energy to
perform his job properly.
e. Know/edgeable. A good waiter or waitress must learn
appropriate serving methods and how to apply them in a smooth,
efficient manner. You must have an extensive knowledge of the
food items on the menu. A working knowledge of basic math is
necessary to properly calculate the guest's check.
The Waiter and Waitress 3
APPEARANCE ON THE JOB

Your appearance on the job influences the first and, consequent-
ly, 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 restau-
rant. If your uniform is soiled or wrinkled, you will not impress
the guests favorably and the guests, deciding that the uniform re-
flects 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 manu-
facturer's directions.
Uniforms that are in disrepair are as unattractive as soiled
uniforms. Repair torn hems and seams and replace buttons be-
fore 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
Y ou are the first restaurant

employee the customer sees
so be sure your uniform is
clean and neat. Y our appear-
ance can help to create a good
impression for the entire oper-
ation.
Good grooming, clean shirts,

well pressed slacks, and neatly
buttoned jacketS sét the stage
for good service.
Shoes are an important part of

your appearance and should
always be clean and polished
with heels in good repair.
Women will find low heels
more comfortable and, for
safety, rubber heels are rec-
ommended.
or crystal could drop into food. Decorative jewelry does not

look professional nor is it very sanitary when you are working
with food.
Grooming. Careful attention must be given to your personal
hygiene and grooming since you are working with the public. In
order to look well physically, you must have the proper amount
of rest each night. Bathe daily and wear an anti-perspirant to
prevent body odors. Brush your teeth, use a mouth wash and
see a dentist twice a year. Use breath mints or breath sprays at
work. Never smoke or chew gum in front of guests.
Wear your hair in a simple, stylish manner, never in a high
or extreme coiffure. Be sure it is clean and combed. Wear hair
spray, a hair net or a cap or hat to prevent hair from getting in
the food. State laws and management policy regulate the use of
hair nets. If you are asked to wear one, try the invisible hair nets
available today which will not detract from your appearance.
Waiters and waitresses should be sure hands and nails are
clean since they are often on display. Scrub the nails and trim
them to a short, even length. Waitresses may wear a conservative-
ly colored or clear nail polish.
Waiters must be cleanly shaven, and waitresses should use a
minimum of make-up to enhance their appearance. Waitresses
may wear a conservative application of eye make-up and lipstick.
Strong perfumes or colognes should not be worn since they do
not enhance food aromas.
Keep your hands away from your hair and face. Wash your
hands with soap after using the restroom, and as often as pos-
sible after clearing soiled dishes or handling money.
Check your total appearance in the mirror before you start
work. Ask yourself this question, "If I were in the restaurant
business for myself, would I give myself a job?"
THE RESTAURANT ORGANIZATION

The restaurant organization is the structure of personnel whose
activities are necessary to reach the goals of the establishment.
These activities are assigned to the employees so that no work
will be duplicated or omitted, and the goals will be achieved ef-
ficiently.
The goals of a restaurant are to satisfy the customers and
to make a profit. Your job is to assist the management to reach

its goals by cooperating and working with the organization—giv-
ing good service, being efficient, avoiding waste and following
the rules and regulations set up by management. Remember,
you may not have a job if the restaurant does not achieve its
goals.
Knowing how you fit finto the organization will help you
have the proper attitude toward your job. The owner or owners
are at the top of the organization structure. The manager and
assistant manager usually have authority over the bar, dining
room and kitchen. In the dining room, the hostess and maitre
d'hotel may report to a dining room manager and the head
waitress and head waiter may report to the hostess or maitre
d'hotel. Waiters and waitresses usually report to their immediate
supervisor who may be a head waitress or head waiter. Busboys
or busgirls assist the servers. In small restaurants, several of the
aboye positions may be assumed by the same person. For in-
stance, your immediate supervisor may be a maitre d'hotel or
hostess who also assumes the head server's job.
The chart below shows a traditional organization structure
in a restaurant.
OWNER
RESTAURANT MANAGER
HOSTESS OR MAITRE'D HOTEL
HEAD WAITER OR HEAD WAITRESS
WAITERS &WAITRESSES BUS BOYS
The relationship of the personnel in a traditional dining room is shown in

this organization chart.
To avoid causing problems within the organization, follow

the organization structure. When you have questions or prob-
lems concerning the rules, regulations or policies, report them to
your immediate supervisor.
TEAMWORK WITH CO-WORKERS AND SUPERVISORS

Teamwork means cooperating and working together with co-
workers and the supervisor of the dining room to serve the pub-
lic. A serving team is like a football team working toward a com-
mon goal. Whether the goal is a touchdown or a satisfied cus-
tomer, 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 depend-
ing 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, co-
workers 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 re-
plenish the sidestand.
If you are ill, notify your supervisor as soon as possible.
Absenteeism without proper notification may mean that a co-
worker must assume your duties along with his own if a replace-
ment is unobtainable.
QUESTIONS:
1. What advantages of a serving position can you list other than
those which have been mentioned in Chapter I?
2. What qualifications of a serving position can you narre other
than those which have been mentioned in Chapter I?
3. Why should a waiter or waitress have a knowledge of the or-
ganization chart in a restaurant?
4. What part does teamwork play in the operation of a restau-
rant?
PROJECTS:
1. Design a waiter or waitress self-evaluation sheet. List both
personality and appearance qualifications for a serving posi-
tion down the left side of the paper, adding other qualifica-
tions you think of to those usted in the chapter. At the top
of the right hand side, list a rating scale of Poor, Fair, Good
and Excellent. Rate yourself by checking the appropriate
column for each qualification. Set a goal to improve your-
self in all areas not marked Good or Excellent.
2. Observe the waiters or waitresses in a restaurant of your
choice and note whether the appearance of the servers is
satisfactory or unsatisfactory.
3. Draw an organization chart of a restaurant of your choice.
Indicate who would be your immediate supervisor if you were
a server there.
4. Have a group discussion and decide the best course of action
to handle the following situations:
a. The chef has made a mistake on your order.
b. You have come down with a bad cold the night before
you have to go to work.
c. You are an above-average server and feel the policy of
sharing tips equally with fellow workers is unfair.
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 im-
age of the restaurant. The four traditional forms of service dis-
cussed 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 responsi-
bilities, advantages and disadvantages of different forms of ser-
vice, 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

French service is a formal type of service originated for European
nobility and presently enjoyed by a few who can afford the time
and expense of meals served in this manner.
French service is distinguished by the fact that food is
cooked or completed at a side table in front of the guests. The
food is brought from the kitchen to the dining room on heavy
silver platters and placed on a cart called a guéridon. A small
Types of Table Service and Settings 11
In French service, food is cooked in front of the guests. Here, Suzettes,

a favorite French dessert, are (lamed with liquor on a side table while the
guests watch.
spirit stove called a réchaud is used to keep the food warm. The
food is completed by cooking, deboning, slicing and garnishing
as necessary and served to the guests on heated platel. Only
those foods that can be cooked, assembled or completed in a
reasonably short time are prepared in front of the guests. Typi-
cal specialties that may be served in the French style are La
Salade César (Caesar salad), Le Tournedos au Poivre (pepper
steak), and Les CrPpes Suzettes (crepes in orange sauce).
French service employs two waiters working together to
serve the meal and may include a captain to seat guests and a
wine steward to serve wine. The principal waiter is the chef de
rang (or experienced waiter) who seats the guests when a captain
is not present, takes the order, serves the drinks, prepares some
of the food with flourish at the guests' table and presents the
check for payment. His assistant is the commis de rang, who
takes the order from the chef de rang to the kitchen, picks up
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 salad—which
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 foods—such as
chicken and lobster—and 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 com-
pleted 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:
Serviceware in French service includes: (1) butter plate,

(2) butter spreader, (3) dinner fork, (4) dinner knife, (5)
soup spoon, (6) dessert spoon, (7) dessert fork, (8) hors
d'oeuvre plate, (9) napkin, ( 10) water glass.
Advantages and Disadvantages of French Service. The ad-

vantages of French service are that guests receive a great deal of
attention and the service is extremely elegant. The disadvan-
tages are that fewer guests may be served, more space is neces-
sary for service, many highly professional waiters are required,
and service is time consuming.
RUSSIAN SER VICE

Russian service is similar to French service in many respects. It
is very formal and elegant, and the guest is given considerable
personal attention. It employs the use of heavy silver service-
ware, and the table setting is identical to the French set-up. The
two major differences are that only one waiter is needed to serve
the meal and food is fully prepared in the kitchen.
The food is attractively arranged on silver platters in the
kitchen. The waiter picks up the platters of food and heated
plates and carries them to the dining room on a large tray which
he places on a sidestand. Then he places a plate before each guest
from the right side, going around the table clockwise.
Standing to the left of the guest and holding the platter of
food in his left hand, the server shows each guest the food and
then, using a large spoon and fork, he dishes up the desired por-
tion on the guest's plate. (See picture of Russian service on the
following page.) He continues serving counterclockwise around
the table and then returns the unserved food to the kitchen.
As in French service, finger bowls and napkins are served
with the meal, and soiled dishes are cleared when all guests have
completed the meal.
Advantages and Disadvantages of Russian Service. The ad-
vantages of Russian service are that only one waiter is needed
and service is as elegant as French service, yet faster and less ex-
pensive. No extra space.is needed for special equipment, such as
the guéridon.
The disadvantages of Russian service are the large investment
in silver serviceware and the number of platters needed when
every guest orders a different selection. Another disadvantage is
that the last guest served must select from the unappetizing food
remaining.
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
English service is used occasionally for a special dinner served in
a private dining room of a restaurant, but it is more typical of a
meal served by servants in a private home.
The food on platters and the heated plates are brought from
the kitchen and placed before the host at the head of the table.
The host carves the meat, if necessary, and dishes up the entree
and vegetable on individual plates. He hands the plates to the
waiter standing to his left, who serves the hostess, guest of honor
and all other guests. Dessert may also be served in this manner.
All sauces and side dishes and, in some cases, the vegetables are
on the table to be passed by the guests.
AMERICAN SERVICE
American service is less formal than French, Russian or English
and is the most prevalent style in restaurants.
American service is distinguished by the fact that food is
dished up on plates in the kitchen. Except for the salad and the
bread and butter, most of the food is placed on the entree plate.
Only one waiter or waitress serves the meal. Food is served from
the left of the guest, beverages are served from the right and
soiled dishes are cleared from the right. The remainder of this
manual explains American Service in detail (See Chapters 3, 4,
5 and 6).
The American breakfast and lunch table setting differs from
the American dinner setting. Breakfast and lunch are simple
meals and require only a limited amount of serviceware. Dinner
involves more courses and more serviceware.
American Breakfast and Lunch Cover. Serviceware for the
American breakfast and lunch cover includes a dinner fork,
dinner knife, teaspoon, napkin, bread-and-butter plate, butter
spreader (optional) and water glass.
The breakfast and lunch cover is placed approximately one
inch from the edge of the table. The napkin is in the center of
the cover. To the left of the napkin is the fork, and to the right
of the napkin is the knife with the blade facing toward the nap-
kin. The teaspoon is to the right of the knife. The water glass
is placed aboye the tip of the knife. The bread-and-butter plate
In the American Breakfast and

Lunch Cover, at the start of
the service, these items are
used: (1 ) bread and butter
plate, (2) dinner fork, (3) din-
ner knife, (4) teaspoon, (5)
napkin, (6) water glass. A but-
ter spreader may be placed on
the bread and butter plate
though it is not often done.
is placed aboye the tines of the fork. Traditionally, a small butter

spreader is placed on the rim of the bread-and-butter plate, but
today it is used by only a few restaurants. Abo ye is the initial
American breakfast and lunch cover.
When coffee is served, the cup and saucer is placed to the
right of the teaspoon. Breakfast toast or a luncheon salad is
placed to the left of the fork. The entree plate is placed directly
in the center of the cover after the guest has removed the napkin.
Side dishes and accompaniments are placed in a convenient loca-
tion on the table when served. Abo ye on the facing pape is the
place setting including the dishes served during the meal.
American Dinner Cover. Serviceware for the American din-
ner cover includes two dinner forks, dinner knife, bread-and-but-
ter spreader, two teaspoons, service plate (optional), napkin,
bread-and-butter plate, and water glass.
The dinner cover is placed approximately one inch from the
edge of the table. The napkin is placed on a service plate or by
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 ini-
tial American dinner cover is shown on the following page.
The American Dinner Cover is

set as follows: (1) and (2) din-
ner forks, (3) dinner bufe, (4)
butter spreader, (5) and (6)
teaspoons, ( 7) napkin, (8)
bread and butter plate, (9)
water glass.
When soup or an appetizer is ordered, it is placed on an

underliner and served in the center of the cover. The salad is
placed to the left of the forks, and coffee, when served, is placed
to the right of the spoon. The entree is placed in the center of
the cover. Special purpose silverware is brought in as needed,
such as the soup spoon with soup. Rolls, accompaniments and
side dishes are placed in convenient locations on the table. Dia-
grammed on the facing page is the place setting including the
dishes served during the course of the meal.
Types of Table Settings and Service 19
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
Banquet service is serving a meal to a group of persons who have
determined the menu, number of guests and time of service in ad-
vance. The waiter or waitress generally sets the table using Amer-
ican settings modified according to the particular menu. For ex-
ample, soup spoons or steak knives may be part of the initial
cover if soup or steak is to be served. If a cold course is planned,
such as tomato juice, shrimp cocktail or a salad, it is placed on
the table just before the guests are seated. Also at this time, ice
water is poured, butter pats are placed on the bread-and-butter
plates and baskets of hot rolls are arranged on the tables.
The head table is served first, then the rest of the tables.
Often, because of the simplicity of the service, the banquet
waiter or waitress can handle more guests than in other types of
service.
The food is plated in the kitchen and served to the guests in
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.
the usual American serving style (See Chapter 5).

Advantages and Disadvantages of Banquet Service. The ad-
vantages of banquet service are that the menu and serving time
are predetermined—which makes service a simple routine accom-
plished by fewer servers than other types of serving.
A disadvantage of banquet service is that guests receive very
little personal attention since they are usually seated in close
quarters, making it difficult to serve them properly.
FAMIL Y STYLE SERVICE

Family style service is an informal modification of American ser-
vice. 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 cen-
ter 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,
pours the beverages, brings the appropriate condiments and clears

away the soiled dishes. Initial platters and bowls contain only
enough servings for the number of guests in the party. If there is
an all-you-can-eat feature with family style service, waiters and
waitresses must refill serving containers when requested.
Usually the American cover or a modification is used. Ser-
ving spoons are brought with the platters and bowls of food.
Advantages and Disadvantages of Family Style Service. This
simplified manner of service is advantageous to new servers who
have not learned the proper details of serving. This type of ser-
vice is fast, lince the guests actually serve themselves; a waiter or
waitress will be able to serve more people than when a more
formal type of service is used.
The disadvantages are that the customer receives less per-
sonal attention and must serve himself from a food platter which
becomes less attractive as other guests serve themselves.
BUFFET
The buffet is a type of service in which guests select their meal
from an attractive arrangement of food on long serving tables.
The guests either help themselves or are served by chefs standing
behind the buffet tables. Usually the service combines both
types; the guests select relishes, salads and vegetables themselves,
and the meat is carved and served to the guests by chefs. (See
picture on following page.) Silverware and napkins may 15e con-
veniently located on the buffet table for the guests to pick up
with their meal, or a complete cover (usually American) includ-
ing rolls, butter and condiments may be preset at dining tables.
The job of the waiter or waitress will vary depending on the
design of the buffet. The servers may serve only beverages and
dessert or they may serve several courses, such as the appetizer
and soup, at the guests' table. In another variation, only the
salad is served buffet-style; the remainder of the meal is served
in the usual manner.
Advantages and Disadvantages of Buffet Service. One ad-
vantage of buffet service is that food can be displayed in a very
attractive manner. However, this can be a disadvantage if care is
not taken to keep the food selections fresh and complete. An-
other advantage is that servers can attend to many guests at one
In buffet service, the guests either help themselves from an attractive ar-
rangement 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 ser-
vice.
SMORGASBORD
A smorgasbord is a buffet featuring a large selection of food with
many Scandinavian selections such as cheese, herring and lude-
fisk. Usually guests may come back to the smorgasbord table and
refill their plates as often as they delire. The basic discussion of
buffets aboye also applies to smorgasbords.
QUESTIONS:
1. Define cover and underliner.
2. Why do very few restaurants use French service?
3. How are French service and Russian service alike? How do
they differ?
4. When is English service used today?
5. Why is American service used in most restaurants today?
6. Why is American service sometimes called plate service?
7. How is the banquet set up prior to the seating of guests?
8. What is the distinguishing feature of family style service?
9. How are buffets and smorgasbords similar? How do they
differ?
10. From your experience give examples of how two types of
service are used together.
PROJECTS:
1. Make a chart for the eight types of service discussed in this
chapter. List the types of service down the left margin.
Across the top of the chart, label the vertical columns with
the following headings: Distinguishing Features, Server's Re-
sponsibilities, Advantages, Disadvantages. Complete the chart
using information from this chapter.
2. Using proper serviceware, set up the American breakfast and
lunch cover and the American dinner cover. In a training ses-
sion, point out similarities and differences between settings.
Identify the purpose of each serviceware piece, and show the
placement of various foods as they are served.
3. Observe different types of service in various restaurants, and
discuss what you have learned with other trainees.
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 comple-
tion of the shift.
STATION ASSIGNMENTS
A station is a section of the dining room (with seating for about
a dozen or more guests at tables, booths or counter) which is
assigned to a waiter or waitress.
Ideally, a dining room should be divided into stations that
are equal to one another in the number of people they seat, in
the distance from sidestands and kitchen and in desirability of
seats to the guests. Of course, this is impossible in most dining
rooms, because there will always be less desirable seats near
kitchen and washroom entrances and away from scenic views.
Because stations will not be equally desirable from a seat-
ing and serving standpoint, dining room managers often assign
stations to waiters and waitresses on a rotational basis; servers
take turns from day to day serving in the best stations.
In some restaurants servers with seniority have permanent
stations which may be larger or more desirable than others. This
is done because these servers are experienced and can handle
more guests, and because certain customers request a particular

server and seat. The new waiter or waitress may be assigned a
less desirable station—which gives him a chance to gain exper-
ience with a smaller number of guests.
For convenience, tables are often numbered and stations
are assigned by giving the numbers of the tables to a waiter or
waitress. The server then may use these numbers on orders and
guest checks to identify the party of guests being served.
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 favor-
able impression of the meal to come as they observe the even arrangement
of the cloth, napkins and place settings.
Sidework 27
DINING ROOM PREPARATION

Preparing the Tables. The first opening Cluty is to check your
station to see that the general area is presentable and ready to set
up for service. Set up enough tables to accommodate the reser-
vations 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, enclos-
ing 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, center-
piece, 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, nap-
kins and glassware at each place setting. The amount of service-
ware and the arrangement depend on the type of service and the
meal to be served (See Chapter 2).
The 3 steps in quickly positioning a

clean tablecloth are illustrated at
right this page and on top of facing
page. The fold of the cloth is placed
in the center of the table. Cloth is
opened and gathered gently at cen-
ter of table while ashtrays and salt
and pepper shakers are transferred
to half already spread. Cloth is then
spread over remainder of table from
opposite side.
Carry supplies of chinaware, glassware, silverware and nap-

kins to the table on clean trays. Handle china by the edges, glass-
ware 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 center-
pieces 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 ser-
vice 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.
One of the main opening duties is to stock the sidestand

nearest your station with various serviceware, garnishes, bever-
ages and supplies. The items kept in stock at the sidestand will
vary among restaurants. Some of the typical sidestand supplies
include:
Coffee warmers with fresh coffee
Ice and tongs
Clean ashtrays and matches
Clean folded napkins
Sponges and towels
Order pads, guest checks and extra pencils
Condiments such as salt, pepper, steak sauce, catsup,
mustard and seasoning salt in clean, filled containers
Meal accompaniments such as lemon wedges, coffee
cream, horseradish and jelly or preserves according to
the menu of the day. (See following section—Knowing
Meal Accompaniments)
Clean placemats
Children's placemats, menus, bibs and favors
Silver and supplies for special food items such as lemon
squeezers, straws, iced tea spoons, seafood forks, etc.
Clean menus
Drink coasters or napkins
Tip trays
China, silver and glasses to set up covers
Since the sidestand is in plain view of the guests, it must be
clean, neat and presentable at all times. During the course of
service, busboys should be notified to replace low inventories of
supplies if you are too busy to replace them on your return trips
from the kitchen.
STUDYING THE MENU

Why Study the Menu. Familiarity with the menu will help you
improve your customer relations and build the image of your
restaurant. You must study the menu frequently since it may
change periodically or even daily. Selections may change for
variety, and prices may change according to ingredient cost or
seasonal availability of the food item.
Consider yourself a salesman and the menu items your pro-
Sidework 31
duct. Your ability to sell food is influenced by your knowledge

of this product. How often have you refused to buy in a store
when the sales clerk did not know about his product? You may
or may not make a restaurant sale depending on your knowledge
of the menu.
Knowing the menu will help you suggest additional side
orders. It will also enable you to help those customers who usu-
ally do not read the fine print on the menu and request informa-
tion from the server. In addition, knowing the menu will help
you answer questions tactfully. A knowledge of food ingred-
ients will help you make suggestions to those guests on a diet,
and a knowledge of the prices will help you make suggestions to
those guests on a budget.
Types of Menus. There are several types of menus you
should know. The most common menus are those for breakfast,
lunch and dinner. Usually there is a separate menu for each, but
occasionally a single menu will contain selections for all three
meals. The luncheon menu contains sandwiches and light entrees.
The dinner menu (see illustration pp. 32-33) contains en-
trees of larger portions and may include additional accompani-
ments such as vegetables. More food naturally causes the price
of dinners to be higher.
In addition to regular menus, there are menus for wines
called wine lists, menus for children's selections and occasionally
a table tent that stands on the table and notes such particular
items as specials, unusual drinks or a dessert of the day.
When food on a menu is a la carte, it is listed as a single item
and priced separately from other foods. A sandwich listing is
characteristic of this type of menu selection. When food on a
menu is table d'hote, it is listed as a full course meal and is priced
as a unit that may include soup, rolls, salad, entree, potato and
vegetable. Most menus contain an assortment of foods in both
a la carte and table d'hote listings.
Content of the Menu. The foods on traditional menus are
grouped into categories of related foods according to the custom
and the preferences of the management. Usually there is an ap-
petizer category including juices, fruits and seafood items. Soups
may be placed in a separate category, grouped with appetizers
or included with table d'hote entrees. Entree categoriell vary ex-
75
JUMBO LOUISIANA SHRIMP 1.75 FRENCH STYLE ONION SOUP
Serued in a supreine, with Cocktail Sauce Au Gratin with Pasmasen Che
MARINATED BISPAnRE DERRIBO PEA SOUP ST. GERMAIN
BONNE FEMME In sour crean: 85 with 01,11‘0718
with chiven aman; aqui. CONSOMME, Au Short, 00
SUPRIME of PRESH FRUITS,Au Kirsch 75 PETITE MARMITE 75
ESCARGOTS BOURGUIGNONNE 2.25 Ifearty Beef Broth with Carden
Snaile siminered in gurtic buffer and Vegetantes and Ike
toste o/ Don:Ukase sauce CHILLED CREME of CUCUMBER SOUP .00
BROILED DANISH LOBSTER TAILS . 2.85 JELLIED CONSOMME MADRILENE .00
Server? urith Melted Butter TOMATO JUICE or VEGETABLE JUICE . .45
o/4.4 ad
DOUBLE CUT LAMB CHOPS 8.90
Thick juicy double loro chops, serued with naint jelly
CHOPPED SIRLOIN STEAK 4.50
Finelychopped sirloin planked&serued with mushroontsil mashed potatoes
STEAK AND LOBSTER COMBINATION 8.95
Broiled petite (del and broiled Lobster BOL Server( with d'aten butter
NEW YORK CUT STRIP SIRLOIN 7.95
Aged choice grade beef, broiled to perfection
TOP BUTT STEAK, MAITRE D'HOTEL 8.75
with spiced butter
FILET MIGNON 7.95
From seleeted choice grade tenderloins, seroed with sauteld mushrootris
French Onion Soup with Cheese Crouton
Tossed Greens with Choice of Dressing
Braised Tenderloin 'ries .Stroganoff.

Served with Rice and Buttered Carrots
$4,85
.22
Poached Greenland Tul-5ot 'Supiere"
Garnished with Mushrooms and Tomatoes
Topped with a Delicate Mine Sauce,
Served with Patato and Buttered Carrots
ice Crean or Sherbert
$4.25
Ot ala,(4
SLICED TOMATO, Sauce Vinaigrette 90
MARION DELUXE L25
Onenge, A pocado, Sponish Onion on a bed of Kentucks Bibb Lena,
Marinated m Irme Vinnuar
SPINACR SALAD,SweeLSourDreming,topped with Wied Bacon tips 90
Sauteed Muehroonia...1.25 Free* Vegetabl. du Jour....50 French Pa.....50

WISCONSIN'S PRIDE, A55orted Cheesee 1.50
Sersed with freeh fnittineak,ourselection from the Oletee Con)
Up to gi50 win be be applied to any Modifica or American Plan and Special Package/.
lApplies to Load only)
A typical dinner menu contains many categories of

related a la carte (individually priced) or table dhote
(complete dinner) selections.
Sidework 33
WINE ESPECIALLY ENHANCES YOUR MEAL

.51 Ideal nango, non U lige a veme ¿gnmo rhnne"
In Our Wine Collar We Age Winm From California, France, Germany and Italy
"Enjoy Your Favor. Coda,' (Ter Cee Sign, nnoaben, 00,90,n ,n^ Rarw Y Watt ,ye 1
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

Small Australian Lobster Taifa Dipped in Egg,
Breaded and Fried in Butter
BAKED NEW FOUNDLAND FLOUNDER 0.25

Stuffed with our own fitting of Craboteat, Lobster,
Scallops and Mushrooms
FILLET OF WALLEYED PIKE, SAUTB 5.75

Wisconsin's favorito Lake Treasure,
Sauteed in traditional manner
BROILED AUSTRALIAN LOBSTER TAILS 8.95

Broiled to perfection and served with siccling
Wisconsin Butter
(S G(;(Zftd,
BREAST OF CHI
Q,//e7
N, ABBEY STYLE
Bonetes, Breas, of Chichen, stnffed with Wild Rice dressing
5.75
Cartadian bacon, topped with delicate wine sauce
ROAST LONG ISLAND DUCKLING 6.25

Baked toa crisp in its Natural Juico, served with Saute'ed Wild Rice,
Fresh Mushrooms and Bacon
PAN FRIED IOWA PORK CHOPS, NATUR 5.25

Two Cornfed Pork Chapa Pan fried in butter, the early
American 'normes torced with Fresh Apple Sauce
BROCHETTE OF BEEF TENDERLOIN 6.50

Chunks of Beef Tenderloin with Stripa of Bacon, Mushrooms,
Oreen Peppers, Bermuda Onions on a Skewer, corred on a
Bed of Rice and topped with Mushroom Sauce
ROAST PRIME RIBS OF BEEF AU JUS 6.50

Thick Cut, Choice Quality, Serrad with Juice
WIENER SCHNITZEL 5.60

Two breaded ceo, chope, pan fried in Wisconsin butter,
the original Austrian manner
Lemon Meringue Pie 65 lee Crean.. or Sharbets 60

Fruit Pies IN Canilla, Iban Raiein,Coffee
Bleck Forest Cherry Torte 75 Cognac or Laman
Strawberry Sehaum Torte 75 Chocolate Mousee .80
MInt Sherhet 55 (Topped with creme de cacao)
THE ABBEY ON LAKE GENEVA - FONTANA, WISCONSIN

tensively. Some of the more common categories are steaks, sea-

food, 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 num-
ber 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 spe-
cialty. 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 cer-
tain foods are, what ingredients the specials contain, and what
food selections would fit finto a guest's diet. Learn food ingred-
ients 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. Baked—Cooked by dry, continuous heat in an oven.
b. Boiled—Cooked in liquid at the boiling temperature of
2120F. at sea level, so that bubbles rise to the surface and
break.
c. Braised—Browned in a small amount of fat, then cooked
slowly in a little liquid in a covered pan.
d. Broiled—Cooked by direct heat, either under the source of
Sidework 35
heat, as in a broiler, or over the source of heat, as on a grill.

e. Fried—Cooked in hot fat. Panfried and sauted mean cooked
in a small amount of fat. Deep-fat fried means cooked im-
mersed in a large amount of fat.
f. Grilled—Cooked over direct heat, usually hot coals.
g. Panbroiled—Cooked in a heavy frying pan over direct heat,
using little or no fat.
h. Poached—Simmered in enough liquid to cover the food.
i. Roasted—Cooked uncovered without water added, usually
in an oven.
j. Saut6d—Browned or cooked in a small amount of hot fat.
k. Steamed—Cooked in steam with or without pressure.
1. Stewed—Simmer slowly in enough liquid to cover the food.
m. Simmered—Cooked gently in a liquid over low heat just be-
low the boiling point.
Preparation Time. Preparation time is the time it takes to
cook and dish up a food item on the menu. The time it takes to
cook an item depends on the equipment in the kitchen, the effi-
ciency of the chef and the number of orders already placed by
other waiters and waitresses. Preparation times can best be
learned by experience. Once you know them, however, you will
be able to time your orders competently.
Some of the more common food preparation times are as
follows:
Eggs 10 minutes
Fish, fried or broiled 10-15 minutes
Liver 15 minutes
Chateaubriand 30 minutes
Steak, 1 inch thick
rare 10 minutes
medium 15 minutes
well 20 minutes
Lamb Chops 20 minutes
Pork Chops 15-20 minutes
Game 30-40 minutes
Fried Chicken 10-20 minutes
Souffle 35 minutes
New equipment and preparation methods have shortened
preparation times considerably. Some foods are precooked in
36 WA1TER AND WAITRESS TRAINING MANUAL
advance and heated to serving temperature when ordered. Other

foods are prepared early in the day and kept at serving tempera-
ture constantly either on a steamtable—if served hot, or in a re-
frigerator—if served cold. There are also new pieces of equip-
ment, such as the microwave oven, which shorten the prepara-
tion time of food items to minutes and seconds.
Food preparation of many items can be shortened considerably with the

use of some of the new types of equipment like the microwave oven shown
here. When changing lobs, the waiter or waitress should check to see what
types of preparation equipment are in use in the new kitchen.
Meal Accompaniments. Meal accompaniments are condi-

ments, decorative garnishes and foods that complement the en-
tree. Part of your responsibility may be bringing the condiments
to the table to complete'the order, and adding the garnishes and
complementary foods to an entree prepared by the chef. Make
sure the garnishes look attractive and that condiment containers
are clean. Some accompaniments may be kept at the sidestand
for convenience. A frequently used multi container for salad
dressings is illustrated on the facing pape.
Sidework 37
Examples of meal accompaniments are as follows:

Lemon wedge with fish
Tartar sauce with fish
Catsup and pickles with hamburger
Steak sauce with steak
Mustard with hot dogs
Applesauce with potato pancakes
Syrup with pancakes
Dressings with salads
Butter with bread and rolls
Crackers with soup
Clarified butter with lobster
Parsley to add color to an entree
Cream and sugar with coffee
Lemon and sugar with tea
Part of the waiter's or wait-

ress's responsibility is to bring
to the table the accompani-
ments that go with the food
that has been ordered. Con-
tainers like the one shown here
are often used to offer the
diner a choice of salad dress-
ings after the salad is served.
38 WALTER AND WAITRESS TRAINING MANUAL
CLOSING THE DINING ROOM

There are closing duties to be performed between luncheons and
dinners and also at the end of the day. When closing after lunch,
reset enough tables for the anticipated number of dinner guests.
At the end of the day, take the time to properly close the
dining room. Leave your station, sidestand and kitchen area in
a clean, orderly condition, ready for business the next day. To
avoid a fire, collect all ashtrays from the tables and empty them
into a fireproof container. Remove all salt, pepper and sugar
containers and place them on trays. Wipe the containers with a
clean, damp cloth and refill them. Periodically, the salt, pepper
and sugar containers should be emptied and washed.
Take all condiments such as catsup, mustard and steak sauce
to the refrigerator. Creamers and butter containers should be
emptied out into large containers. The cream may be used for
baking or cooking. The butter may be used in cooking if it has
not been placed on individual bread-and-butter plates.
Next, strip the tables of their tablecloths. Tables should not
be set up for the next day because settings will gather dust. In-
stead, assemble all the serviceware for use the next morning on
trays and cover it with napkins.
Empty all coffee containers and have coffee equipment
cleaned. Return unused and voided numbered guest checks to
the supervisor. Turn off all heating equipment such as roll
warmers and coffee making equipment.
Sidework 39
QUESTIONS:
1. Define station, sidestand, silencer and special.
2. List several methods of assigning stations to servers and
reasons different methods of assignment are used.
3. Why do the amount and arrangement of serviceware in a
cover vary?
4. Recommend a procedure for keeping the sidestand replen-
ished on a routine basis.
5. Discuss the advantages and disadvantages of cabinet doors
for concealing the shelves of sidestands.
6. Why is it necessary to study the menu?
7. Compare the job of a salesman in a retail store with the job
of a waiter or waitress. In what ways are their jobs alike?
In what ways do they differ?
8. What are the main differences between the luncheon menu
and the dinner menu?
9. Discuss several reasons restaurants have specials on their
menus. Why should servers suggest specials to their guests?
10. Why should a server be familiar with methods of food
preparation and preparation times?
11. Why may preparation times vary from one restaurant to
another?
PROJECTS:
1. List the opening duties for your restaurant or a local res-
taurant, 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 with-
out center items on the table. Have all trainees try this pro-
cedure.
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 check-
ing them off at the end of the day.
CHAPTER FOUR
Initiating the Service
Initiating the service means beginning the service. It in-

cludes 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 din-
ing room. In some restaurants, however, guests are allowed to
select their own table, booth or counterspace.
Where to Seat Guests. Common sense dictates where par-
ties 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 to-
ward 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,
42 WALTER AND WAITRESS TRAINING MANUAL
who are an asset to your restaurant decor, may be placed in cen-

tral 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 gen-
erally pulís 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 res-
taurant, 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,
Initiating the Service 43
The maitre d'hotel or headwaiter seats the ladies in a party of guests al-
though 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.
Make a mental note of the first person who orders. If you

are taking the order on a pad of paper rather than the guest
check, you may write down a unique characteristic identifying
the first person. For example, note hair color, glasses, clothing
or tie. Then from that reference person, proceed taking orders
counterclockwise around the table. Later as you serve the meal
you will be able to serve exactly what each guest ordered with-
out asking him.
Write clearly and systematically for your own benefit and
that of the kitchen staff who must prepare the order exactly ac-
cording to your instructions. Take the order completely. A few
of the many questions you may have to ask the guests are as
follows:
a. Should drinks be iced
b. Choice of salad dressing
c. Choice of vegetable
d. How meat should be cooked
e. Sour cream or butter on baked potatoes
f. How eggs should be cooked
g. When to serve coffee
Use common abbreviations known to kitchen staff when
you take orders. Some common abbreviations are as follows:
Chicken - Tossed Salad -
French Fries - Thousand Island Dressing - /"vO
Filet Mignon - ,771Z, French Dressing -
Butt Steak -x4,1111Z, Bacon, Lettuce & Tornato Sandwich -,51,7
Strip Steak - k 4,44(2. Hamburger - .474"
Chopped Steak - Casserole - e<2.64-
Rare cooked - T e t ra zzini -
Medium cooked - 492, 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.
To prevent error, you may repeat the order back to the

guests for their confirmation, especially when the order is given
in an irregular fashion. Remember to collect the menu from
each guest after you write his order.
Methods of Taking Orders. There are three main methods
of taking orders in restaurants.
a. A checklist system. The waiter or waitress simply checks
off the designated selection on a preprinted list of menu
items. This method is used in short-order, fast-food estab-
lishments which have a limited a la carte menu. (See check-
list menu on facing page.)
b. A guest-written order. The waiter or waitress supplies each
guest with a pencil and order blank, and the guest writes
down his selection. The waiter or waitress then collects the
orders and places them in the kitchen. This method is rare-
ly used but may be found in some more exclusive restau-
rants serving more exclusive luncheons.
c. A waiter- or waitress-written order. This method is most
commonly used in large dining rooms. It gives the most
satisfying results in restaurants where menus have table
d'hote listings with several parts of each guest's meal to be
noted.
There are two main ways of taking a waiter- or waitress-
written order. First, the order may be taken directly on a guest
check. Bar orders are recorded on the back and food orders are
recorded on the front of the check. This check is placed on a
rotating wheel or other device in the kitchen and is filled by the
chef in turn with other orders. It will be returned to you when
you pick up the meal from the kitchen. Then the bar total is
added to the front and the check is presented to the guest for
payment.
Taking the order directly on the guest check is most satis-
factory where the menu is printed with numbered meal combina-
tions such as breakfasts or luncheons. This is also the best type
of method if the kitchen is a single unit and the check will not
be excessively handled. On page 48 is a sample order taken on a
guest check.
With the third method of order-taking, a waiter- or waitress-
written order may be taken by noting the selections on a pad of
paper. Carbon copies are made or parts of the order are then
Station Break Waitr. Waitr. Seat Customers
7 'e.ti- 5 171
2 BIG BOY
BRAWNY LAD
SDW.G_HIS
.70
.80
.55
.85
SWISS MISS .85 HAM/E99 .85
FISH SANO. i TUNA .65 65
HAM .85 B.L.T. .85
STEAK SANO. 1.10
LUNCHEON
GR. RD./M.S. C5 SHRIMP SNACK 1.35
CHICKEN SNACK 1.10
COMBINATIONS
B.B. COMBO /13.5, .60 70
8.1. COMBO .50,
S.M. COMBO .25 50
FISH COMBO 1.25 HASH BROWNS .35
IDDIE
LITTLE BOY
L.B. W/Cheese .55 NUGGET'S FANCY .50
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 .25 HEATED BOLL .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 .30 DONUT .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
2 COFFEE
SANKA
BEVERAGES
.20
.20 / MILK
.25
..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
j JR. MILK 15
TOTAL
11. 50
:13,u,4om 2 08 7
769 TOTAL 1/
18
68
A waiter or waitress only needs to indicate the quantity of each item se-
lected and extend the amount of the charge on a checklist order like this.
-
ion IN REGISTER POR mAc...
INSERT THIS crn.
.., CAUTION• • CERTIFICATION TO PREVENT OUPL,CATE PRINT ON
'TM 1 4, /.2 y 881132 FOLD OUT :T°E"IWI'NGT'S'TSUrP'EYRFORSTION
/' lb! ..71" 2.3b BEVERAGES

1' ¿,..«, Alce. I. ,96--
/. '4."..G.Z
2.00
l' a."... /.'7s i /' Gi0..i.31~ 1.00
ce–aa& .2..25- go<4 1 so
f /5- 4.50
-i... .33
S.4'8
Q0.,, N. So
la. 98
14.
811132 (11_----
6411
.., , so
1.
1
__,---<ro1145'
551-.1‘
FRONT RACK
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 cock-
tails, 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 multi-
unit kitchen consisting of a separate area and chef for steam-
table foods (stews, soups), grilled foods (eggs, steaks, chops), and
cold foods (salads, appetizers).
Below is a sample order taken on a pad of paper.
coi a, IS'aiact 6,áze,
512a9, eAktalle,-
Z7izait,t. - Jo-d-d. Zaina- eiwp- -
3 272anh sedca,t sq,d/tew- Q -6: —

/tole&
aFfi.xjdegíA92, — .5271-4712. gak
A waiter- or waitress-written order may be taken on a pad of paper in chart

form as shown here.
A chart is made on a blank order pad with headings for each

course or food selection. Guests are identified down the left
margin and their choices noted under the appropriate headings.
A glance at any one column will quickly indicate the entire
party's choice of salads, entrees, etc.
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 know-
ledgeable so you can answer questions intelligéntly and "sugges-
tion 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.
c Historic facts of interest about your restaurant and com-

munity.
d. Events and attractions in the community, area and state.
If you are asked a reasonable question that you cannot
answer, find out from someone who knows. For example, when
a guest asks if there are onions in the Beef Bourguignonne and
you do not know, say, "I don't know, but I will ask the chef."
Many restaurants have a staff meeting about 11:00 A. M. or
4:00 P. M. so the hostess or maitre d'hotel can go over the menu
for the day and announce changes in service. At this meeting
you will be informed of the specials, soup selection and dessert
assortment as well as large groups that have reservations. In
other restaurants, food and service changes are posted for you to
read when you come to work.
MAKING SUGGESTIONS
Making suggestions in a restaurant means to recommend food,
beverages and services that will make the meal more enjoyable
for the guests. Making suggestions also benefits you and the res-
taurant because you can increase the size of the guest check and
consequently the size of the tip.
Suggest cocktails before the meal. Suggest side orders that
complement the entree, such as ham with omelets and mush-
rooms with steak. Also suggest beverages, desserts and after
dinner cordials.
When you suspect that customers are budgeting, suggest the
inexpensive special. For those who are celebrating, suggest the
wine list.
Another service is to suggest bringing an extra plate to
divide a regular portion between two children or suggest child-
ren's portions or menus.
Avoid being overbearing or pushy about suggesting foods
and beverages. Suggest only in a helpful way, being sure your
suggestions are appropriate to the meal.
Be specific when you suggest a food. "Will there be any-
thing else?" or, "Would you like dessert?" are too general. Ask
specifically if the guests would like the schaum torte or the apple
pie a la mode. When they ask you what is good today, reply with
a specific suggestion instead of saying, "Everything is good."
Whet the appetite of the customer by suggesting specific foods, such as hot
apple pie a la mode.
And as you master the art of making specific suggestions,
whet the appetite of the guests by appropriate adjectives that
tempt the palate. For instance, say "Would you like to begin
your meal with a chilled appetizer of fresh New England shrimp?"
or, "May I suggest our flaming cherries jubilee?" Or you might
have an opportunity to describe a food item in appetite whetting
terms such as, "Our Beef Bourguignonne is made from cubes of
choice sirloin simmered in a delicious blend of onions and bur-
gundy."
TIMING THE MEAL

Since the server is the sole communication link between the
guest and the kitchen, it is his responsibility to time the entire
meal. After taking the complete order, the waiter or waitress
must decide whether to place it in the kitchen immediately or to
hold it temporarily. You would hold the order for a short time
when you feel the guests are lingering over cocktails and hors
d'oeuvres.
Submit the order in accordance with the length of time
necessary to prepare the entrees. Some waiters and waitresses
feel that a good rule of thumb is to submit the entree order just
prior to serving the appetizer.
In a single unit kitchen, the chef will see that the entire
order is ready at the same time. The only responsibility of the
server is to submit the order as soon as possible.
In a multi-unit kitchen, the server coordinates the meal.

The meal order may have some entrees that will take more pre-
paration time than others (see Chapter 3—Knowing Preparation
Time). Submit these orders in separate stages so they will be
ready at approximately the same time. For example, knowing
that pork chops and steaks cooked medium take 15 minutes, a
chef's salad takes 10 minutes and beef burgundy is ready im-
mediately, submit the grill order first, the salad order 5 minutes
later and the steamtable order last. By placing the orders in this
fashion they will be ready simultaneously, assuring that hot foods
will be hot and cold foods will be cold. Dessert orders should be
submitted and picked up immediately after the meal.
PLACING THE ORDER IN THE KITCHEN

The system of communicating the orders to the kitchen staff
will vary among restaurants depending upon their size, type of
kitchen and type of service. In some restaurants you orally com-
municate the order to the kitchen by entering the kitchen and
clearly giving the order to the proper chef who may write the
order down.
In most restaurants the order is written on a guest check
and will be attached to a rotating wheel, spindle or other device
in the kitchen. Your order will be filled in its turn.
Occasionally in larger kitchens, waiters and waitresses must
rewrite parts of the order for the separate kitchen units as des-
cribed in the previous section, "Taking the Order." Your separ-
ate department orders will look like the illustration top of facing
page.
Some waiters and waitresses will place the order back in
their jacket or apron pocket and actually forget about it. Re-
gardless of the system you use, the chef will not prepare the or-
der until it is submitted to him.
PICKING UP ORDERS FROM THE KITCHEN

You will be notified by various ways that your order is ready to
be picked up from the kitchen. A lighted number may indicate
your order is ready, or the chef may take the responsibility of
orally notifying you. The newest method is an electronic device
worn by the waiter or waitress which signals that the order is
In many restaurants food orders are attached to a rotating wheel and then
filled by the chef in turn.
/ eiwp-472-, TO GRILL CHEF
TO SALAD CHEF
In some restaurants, waiters or zy.dzezo-

waitresses have to rewrite parts
of the order for the various
food preparation departments TO STEAM TABLE CHEF
in the kitchen.
ready. (See picture, below).

Compare the food with the order to see that the order is
complete. Be sure the food is attractively arranged and garnished.
When there are mistakes by you or the chef, remedy them
at this time. Arrange the plates on the tray so they are well
balanced to carry to the table.
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.
QUESTIONS:
1. What members of the restaurant personnel are responsible
for seating the guests?
2. Why is it advantageous to seat the guests instead of allow-
ing them to seat themselves?
3. What are some of the clues that may help you identify the
host?
4. Describe one or more methods to help you remember the
food each guest ordered.
5. Why is the waiter- or waitress-written order on a pad of
paper most popular for dining rooms with table d'hote
selections on their menus?
6. Why do order methods differ from one restaurant to an-
other?
7. What suggestions would you make in the following in-
stances?
a. A guest orders apple pie
b. The guests have finished their dessert
c. A couple is celebrating their anniversary
8. Suggest the following in appetite-whetting terms:
a. Antipasto
b. Monte Cristo Sandwich
c. Baked Lasagne
d. Cheese Cake
e. Baked Alaska
9. Explain the procedure for timing the following entree meal
order in a restaurant with a multi-unit kitchen: Chateau-
briand ; Red Snapper; Lamb Chops; Pork Chops and Shrimp
Souffle.
PROJECTS:
1. Role play seating the guests. Include conversation with the
guests, placement of parties in the dining room, removal of
extra serviceware, provision of water and other services to
make the guests comfortable.
2. Meet with service and kitchen personnel and agree upon ab-
breviations 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 neces-
sity of uniform use of abbreviations by all personnel.
3. Practice taking orders from fellow trainees posing as guests.
Be sure to include suggestion selling.
4. Describe the method of order taking used in your restau-
rant. Or, as a trainee group, select a familiar restaurant
and discuss its order taking methods.
5. Investigate community events and attractions that would
interest your guests. Get information from the city hall,
Chamber of Commerce, service clubs, newspapers, radio
publicity and historical societies.
6. Go to restaurants of various sizes and types and ask service
personnel how they place and pick up orders in the kitchen.
Bring information to class and discuss it with other trainees.
CHAPTER FI VE
Serving the Meal
Serving means to bring the food order to the table and to

attend to the guests' needs throughout the meal. Good service
involves bringing the food in an efficient manner that combines
proper serving techniques and courteous attention to the guests.
It also means being prepared to handle unusual circumstances,
safety and sanitation in the restaurant. Finally, serving includes
the suitable handling of the payment and tip.
SERVING TABLES AND BOOTHS

Serving Each Course. Ladies and elderly persons are served first
out of proper courtesy unless there is a host entertaining his
friends. When there is a host, begin with the guest of honor at
his right. Continue serving around the table counterclockwise.
As you serve, never ask the guests what they have ordered. Know
their selections by taking the order correctly (see Chapter 4—
Taking Orders).
Serve all foods such as appetizers, soups, salads, entrees and
desserts from the left of the guest with your left hand. Support
the dish with your fingers underneath the píate and your thumb
on the rim, and place it in the center of the cover. Using your
left hand may take practice, but the left-handed serve eliminates
the possibility of elbowing the customer.
The course that is usually served first is the appetizer. The
appetizer is a food item served before the meal such as shrimp
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
Serving the Meal 59
the cover, aliowing space in the center for the entree.

The entree is the main part of the meal. First be sure the
table is properly set for the entree selected. For example, with
steak, add steak knives, and with lobster, add lobster crackers
and seafood forks. Dinner rolls may be served with the salad
course or at this time as an accompaniment to the entree. Con-
diments such as steak sauce should be brought to the table when
requested. Serve the entree in the center of the cover. When
serving a meat entree, be sure that the fleshy part is placed dos-
est to the guest to assure a very pleasing first bite. Next refill the
water glasses.
Table wines are served at the time they are ordered (see
Chapter 6—Wine Service).
The dessert is the last course served. A dessert fork or
spoon should be brought with the food item and placed to the
right of the dessert plate. Replenish coffee and water at this
time, and place clean ashtrays and matches on the table.
Serving Beverages. Serve all beverages such as water, milk,
coffee, and alcoholic beverages from the right of the guest with
your right hand. (See picture top of following page.) Place bev-
erages such as milk or tea to the right of the cover, or pour bever-
ages such as coffee or wine without lifting the cup or glass from
the table. Whenever pouring a hot beverage for guests seated
close together, use a clean, folded napkin in your left hand and
shield the guest from the hot container.
Serving at Booths. By standing at the end of the booth,
serve the guest farthest from you first, and serve him with the
hand farthest from his seat. This means the guests on your right
would be served their food with your left hand; the guests on
your left would be served with your right hand. Serving in this
manner prevents possible contact with the customer.
Always serve at the convenience of the guest, even if it is
necessary to break the rules of proper service. For example, you
may have to pick up the cup and pour coffee for a guest seated
in a booth if it is awkward to serve properly.
Clearing Dishes from the Table. Clear the dishes when all
guests at the table have finished the course. Often you can tell
they are finished when the fork and knife are placed parallel to
When pouring beverages, the server should leave the glass or cup on the ta-
ble 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 far-
thest from his seat; guests at the server's right with the left hand; guests at
the left with the right hand.
Servzng the Meaí 61
ea eh other' or the piale When in doubt, ask if they are finished.

Then remove all soiled dishes and utensils completely before
serving the next food item.
Clear dishes from the right of the guest with the right hand.
Again, moye from guest to guest in a counterclockwise direction
around the table. In addition to dishes, pick up all cracker wrap-
pers and soiled silver.
Clear soiled dishes to a nearby tray on a traystand. Work
quietly and efficiently, and never scrape or stack the dishes at
the table. Stack the dishes on the tray so they are well balanced
and rafe for you to carry to the kitchen (see Safety and Report-
ing Hazards in this chapter).
Before dessert you should remove all dishes except water
glasses and coffee cups, and crumb the table. Crumbing the table
is the process of sweeping loose food particles into a clean plate
or other container with a clean, folded napkin to make the table
look more presentable.
Before serving dessert the serv-

er should be sure to crumb the
table by sweeping any loose
food particles onto a plate or
other container with a clean,
folded napkin.
EFFICIENCY WHEN SERVING

Minimizing Steps. Time is of essence when serving guests, and
you can save time by saving steps whenever possible. Never
walk back to the kitchen empty handed. Take dirty dishes back
to the kítchen 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 in-
crease 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 main-
tain 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 indi-
cate 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 un-
usual 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.
a. Very Young Guests. If your assigned party of guests
Serving the Meal 63
A good waiter or waitress assists parents in making children comfortable.
includes a child, suggest a high chair, and place it out of the aísle.
Be patient and pleasant, and assist the parents in making the
child comfortable. Without being obvious, move the sugar, salt,
pepper and breakable items out of the child's reach.
Some restaurants have children's menus, however, never
take a child's order without consulting the parents. Do not fill
glasses too full. Use low dessert dishes and tumblers instead of
stemmed glassware. Parents will appreciate extra napkins, bibs,
crackers, novelty placemats and favors for their children. Cheer-
fully warm the infant's bottle when asked.
If children are playing in the aisles or disturbing other
guests, suggest to the parents that they keep them at the table to
prevent their getting hurt.
b. Intoxicated Guests. Intoxicated guests should be seat-
ed in the back of the dining area or in a separate dining room
where they will not disturb other diners. Sometimes an intoxi-
cated guest will be bothersome or rude. Be tolerant and call the
manager if the situation goes beyond your control. Be sure the
guest remembers to pay the bill.
c. Handicapped Guests. Occasionally, a handicapped
person will come into a restaurant unattended. Understanding
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 handi-
capped people, but be careful not to offend him by being over-
solicitous. 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 hís meal; he wíll 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, gent-
ly 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. Re-
member, your immediate responsibility is to the welfare of the
guest, and knowing first aid techniques may be a valuable asset
at thís 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
Serving the Meal 65
take offense, however, when customers do complain. Valid com-

plaints are the restaurant's feedback and should be used to im-
prove 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 or-
der 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 cus-
tomer as you would like to be treated if you were in
his position.
SAFETY: REPORTING HAZARDS
Develop a routine with other waiters and waitresses for a smooth
running operation. The following suggestions will make your
restaurant a safer place to work:
a. Pass other workers on the right in the aisles between tables.
b. Look before pushing open a door so you won't bump into
someone on the other side.
c. Wear shoes with low rubber-heels to prevent slipping.
d. Report or clean up any spilled food or beverage. Put a
chair over the spill if you cannot clean it up immediately.
e. Beware of tripping over purses or briefcases that may be in
the aislé. Say, "Excuse me" if someone is in your way.
f. To prevent the guest from burning his mouth, pour hot
beverages only when the guest requests refills or agrees to
a refill.
g. Stack dishes on trays so they are well balanced. When pick-
ing up food in the kitchen, place full glasses in the center of
the tray, and handles and spouts well within the edge of the
tray. Soup and coffee containers should be placed directly
on the tray so they will not spill on the saucer. Stack dish-
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 jug-

gling 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.
Serving the Meal 67
Lifting a tray this way prevents back strain. Follow the procedure described
on facing page to keep lifting easy, reduce fatigue.
Top, when handling or serving

plates, touch only the rims.
Center, when handling glasses,

touch only the base or lower
part, never the rim.
Bottom, when handling silver,

touch only the handles.
SANITATION RESPONSIBILITIES
It is the responsibility of every employee in the restaurant to
maintain sanitary eating conditions for the guests. The following
suggestions will help prevent food contamination in your restau-
rant:
a. Wear a hair net, hat or hair spray, if your hair is long, to
prevent hair from getting in the food.
b. Make sure your uniform, apron and fingernails are clean to
avoid the transfer of harmful bacteria to the food.
c. Wash your hands after using the restroom, and as often as
possible after clearing dirty dishes and handling money.
d. Handle dishes by the rims, glasses by their bases and silver
Serving the Meal 69
by the handles to avoid contamination of foods.

e. Wipe tables and counters with a cloth rinsed in a sanitizing
solution.
f. Bring a clean utensil to replace one that has dropped on the
floor.
g. Keep your hands away from your hair and face, and use a
tissue when you sneeze.
THE GUEST CHECK AND PAYMENT

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 identifi-
cation 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 mo-
bile 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 im-
print the slip. List dinners, tax and bar total on the slip and to-
tal 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 prop-
erly 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.
Serving the Meal 71
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rant name, both the numerical and written amounts and the signature are
correct. With practice, this can be done quickly.
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ACCEPTING THE TIP

The tip is a monetary reward for courteous and efficient service.
Guests are not obligated to leave you any money, but it is tradi-
tional to tip. Generally, the size of the tip will vary between 10
and 20 percent of the total amount of the guest check. Often
this percent will depend upon how well you have served the
guest.
The tip will be given to you in various ways. If it is handed
to you, thank the guest politely. If it is left on the table, pick it
up before the table is cleared. If it is added to the charge slip,
you will receive it from the cashier or on your paycheck.
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.
Serving the Meal 73
QUESTIONS:
1. Define crumbing and appetizer.
2. Briefly describe the differences between serving food and
serving beverages.
3. What should you do if a guest asks you to take his píate be-
fore everyone at the table is finished with the course?
4. Why should you avoid scraping and stacking the dishes at
the table in front of the guest?
5. How should you handle the complaint when the guest says:
a. "The food is cold!"
b. "My steak is too rare!"
c. "The chili is too spicy!"
d. "You spilled coffee on me!"
6. How can you protect a guest from a hot coffee pot when
you are pouring coffee at the table?
7. Using the least number of coins and bilis, indicate the
amount of change to be returned for each of the following
transactions:
a. Given $5.00 for a $4.27 check.
b. Given $10.00 for a $7.56 check.
c. Given $15.00 for a $13.22 check.
d. Given $20.03 for a $12.78 check.
8. Why is it true that you can increase your tips by serving
guests fast and efficiently?
9. How should you react when a customer does not leave you
a tip?
PROJECTS:
1. Roleplay serving and clearing dishes from the table. Take
turns being the guest and the waiter or waitress.
2. Observe waiters and waitresses when you are a guest in a
restaurant, and note errors made by the service personnel.
Discuss these points with other trainees.
3. Brainstorm ways to save time and effort in the serving
process.
4. Discuss unusual circumstances that have to do with guests
other than those mentioned in the chapter.
5. Post your local rescue squad telephone number next to the
restaurant phone. Invite a local doctor to come to your
training session and discuss first aid in emergency situations.
6. Place your unwashed fingers in a dish of agar-agar. Keep
the dish in a warm place and check it daily, for bacteria
growth.
7. Have a health officer discuss with the trainees the sanitation
laws of your city, county and state as they apply to serving.
8. Have one trainee learn and demonstrate the charge card
transaction.
CHAPTER SIX
Wine and
Bar Service
The proper service of alcoholic beverages has become in-

creasingly 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 beverages-
wine, liquors and beers—depends not only on knowing the pro-
cedure for serving, but on the knowledge of types of drinks, glass-
ware, 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

Many guests enjoy alcoholic beverages before, with or after their
meal when dining in a restaurant. Wines, liquors and beers stim-
ulate the appetite of the diner and are palatable companions to
all types of foods. They not only make the meal taste better,
but they also add a festive note to the pleasure of dining in a
restaurant.
Alcoholic beverages are one of the most profitable money-
makers in the foodservice business. Because alcoholic beverages
add to the customer's check, the waiter's or waitress's tip will be
higher.
A waiter or waitress should always suggest drinks with every
dinner. Suggest a cocktail, appetizer wine or beer prior to dinner,
wine with dinner and an after dinner drink following the meal.
Specifically asking whether the guest would like drinks and being
especially knowledgeable about serving drinks will add to your
merchandising efforts (see Chapter 4—Making 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 al-
most 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 Chapter—Wines 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 ver-
mouth, 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 (Euro-
pean 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
Wine and Bar Service 77
are important wine producers as are Germany, Switzerland,

Spain, Portugal, Austria, Hungary, Greece, Yugoslavia and others.
The United States is fast becoming an important wine pro-
ducen. Most United States wines come from California. New
York, Ohio, Maryland, and Michigan. American and European
wines do not taste the same even though they are made from
the same grapes. The difference in taste is caused by different
climates, soil and growing conditions.
Vintage refers to the year of wine production. The vint-
age of European wines is often an indication of the quality of
wine, since weather conditions vary and cause good and poor
wine producing years. The vintage of American wines only iden-
tifies the age of the wine, since most American wines are made
from grapes grown in stable climates and because American
wines are blended for uniform quality.
Temperatures of Wines. The flavor of wines is at its best
when red wines are served at room temperature (60-65°F.), and
white wines, rosé wines and sparkling wines are served chilled
(45-50°F.). It is the waiter's and waitress's responsibility to
serve the wine at the correct temperature unless otherwise desig-
nated by the guests.
Prior to service, all wines should be stored in a cool, dark
location. A typical wine storage area is shown on the following
pape. An ideal wine storage temperature for a long period of
time is approximately 55°F. Wines with corks should be stored
horizontally so corks will not dry out and crumble into the bot-
tle or allow air to enter and spoil the wine.
Before serving white, rosé and sparkling wines, pre-chill
them one or two hours in the refrigerator. Wines may be chilled
in a refrigerator up to two weeks; a longer period of chilling will
destroy the flavor. Wines that have been in the refrigerator the
longest should be used first. Never freeze or warm up a wine.
In some restaurants a wine cooler or ice bucket may be
used to maintain the proOer temperature of wine at the table.
Since this cooler is mainly for showmanship and maintenance of
temperature, pre-chilling is still advisable.
Under normal conditions, red wines do not need pre-chill-
ing prior to service. To slig,htly lower the temperature, you may
wish to pre-chill the wine for 5 minutes in the refrigerator.
,~99mistm.
Wines should be stored horizontally in a cool, dark location similar to this
area in a Wisconsin foodservice operation.
Bar and Wine Service 79
Wines and Foods that Complement Each Other. Although

there are particular wines and foods that complement each other,
any wine may be served with any food and be correct.
The waiter or waitress should serve the wine ordered by the
guests and never criticize a guest's selection. However, when a
guest asks your opinion, it is advisable to suggest a wine that is
traditionally acceptable with the food ordered.
Listed below are some well accepted combinations of wines
and foods that complement each other:
Foods That Are
Type of Wine Wine Complemented
Appetizer Wines Dry Sherry Appetizers
Vermouth
White Dinner Wines Sauterne Chicken, Lamb, Veal,
Rhine Seafoods, Omelets
and other medium and lighter foods
dry white table wines
Red Dinner Wines Burgundy Steaks, Roasts, Ham,

Pinot Noir Chops, Spaghetti,
Claret Cheese dishes, and
and other red heartier foods
table wines
Rosé With all foods
Sparkling Wines Champagne Anytime
Sparkling Burgundy
Cold Duck
Dessert Wines Port Pies, Cakes, Cheese,
Cream Sherry Nuts, Fruit
Tokay
Muscatel
Notice that dry, light wines are served at the beginning of
the meal. As the meal progresses, medium dry wines are served
with the entree, and only with the dessert should sweet wines be
served. When only one wine with the meal is desired and when
guests order a variety of entrees at the same table, suggest a rosé
wine.
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 num-
ber 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-
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 glass-
es 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:
Frequently used wine glasses,

from left to right: all-purpose
wine, champagne saucer, cham-
pagne tulip and sherry glasses.
Procedure for Serving Wines. As soon as the food order is

taken, the wine sommelier, waiter or waitress should suggest a
dinner wine or present the wine menu. Serve the wine as soon as
it is ordered. Many guests will want to order a second bottle if
they have time.
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 temper-

ature 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
Either way of placing wine

glasses shown here is proper
when more than one kind of
wine is to be served with the
meal.
Open a bottle of table wine by

cutting away the foil and wip-
ing away the mold, removing
the cork with a corkscrew and
wiping the lip of the bottle
again before pouring from it.
front of the guests. First wrap a towel around the bottle to main-
tain the temperature of the chilled wine. Cut away the foil
which covers the top of the bottle, and wipe away any mold that
has formed near the cork. Insert a corkscrew, preferably one
with two levers, into the cork, and gently ease cork out of bottle.
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 counter-
clockwise serving all the ladies in the party. Then serve the men,
serving the host last. Leaving the glass on the table, fill the glass-
es 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. Gradu-
ally 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 hold-
ing 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:
a. Brandy. Brandy is the distilled sediment of wine and is

considered the by-product of wine making. Most brandy is made
from grape wine sediment. Fruit brandy can be made from any
ripe fruit which is first converted to wine and then to brandy,
such as apricot brandy, applejack and kirsch (cherry brandy).
The French distill the whole wine and produce an excellent
brandy called Cognac.
b. Whiskey. Whiskey is a liquor distilled from fermented
grain mash and aged in wooden barreis. The grain, yeast, water
and the blending of whiskey has a lot to do with flavor and light-
ness of the spirit.
Most restaurant bars stock straight, blended and bonded
whiskeys which vary in age, alcoholic content and flavor charac-
teristics. Bourbon is a well known straight whiskey. American,
Canadian, Scotch and Irish whiskey are the main whiskeys sold
in the United States.
c. Vodka. Vodka is usually distilled from grain mash but
is not aged as are many other spirits. It is colorless and has no
aroma or flavor. Because of its neutral character it is usually
served blended with fruit juices, spirits or wines.
d. Gin. Gin is a redistilled liquor employing the juniper
berry as the principal flavoring agent. Other flavoring agents are
roots, herbs, peels and other berries. Gin is a dry spirit used in
many popular drinks.
e. Rum. Rum is a by-product of sugar manufacturing;
thus most rums are distilled in the tropics. Rums range from
the very dark Jamaican rums to the light, delicate flavored rums
from Cuba and Puerto Rico. Rums are used for cooking and in
many drinks.
f. Other Liquors. Aquavit is a Scandinavian, distilled
beverage made exactly the same way as gin but with a caraway
flavor. Tequila is a Mexican spirit distilled from the fermented
sap of a particular cactus.
g. Cordials. Cordials are sweet, colorful drinks which
must contain at least 21/2 percent sugar. In Europe, cordials are
called liqueurs. They are made by various processes allowing
brandy to absorb the coloring, flavor and aroma of fruits, leaves
and peels. Well known cordials include Creme de Cacao, Bene-
dictine, Chartreuse, Drambuie, Creme de Menthe and Triple Sec.
Temperature of Drinks. Almost all cocktails, mixed drinks
and straight drinks must be served very cold. In some restaurants

the glasses are pre-chilled to maintain the cold temperature.
Liquor Glassware. Glasses will vary in size and style depend-
ing on the preferentes of management. However, there are well
known types of glasses that are important for the waiter or wait-
ress to recognize.
a. W hiskey Jigger or Shot Glass. A very small glass with
a capacity of 1 1/2 ounces.
b. Highbali Glass. A medium tall, straight-sided glass
holding between 5 and 8 ounces.
c. Collins Glass. A tall, straight-sided frosted glass hold-
ing about 10 to 12 ounces.
d. Old Fashioned Glass. A low, squat glass holding
about 6 ounces.
e. Cocktail Glass. A 4 ounce funnel-shaped, stemmed
glass.
f. Sour Glass. A 4 ounce slender, tulip-shaped glass
with a short stem.
g. Brandy Snifter. A large, 8 ounce balloon-shaped
glass with a short stem.
h. Cordial Glass. A slender, stemmed, tulip-shaped
glass holding about 1 ounce.
Many cocktails are served "up," or without ice, in a stem-
med glass to prevent the guest's hands from warming the bever-
age. However, if the guest orders his cocktail "on-the-rocks,"
serve the cocktail over subes of ice in an old fashioned glass.
See facing page for some of the liquor glasses used in restaurants.
Popular Cocktails and Mixed Drinks. In order to serve cock-
tails and mixed drinks properly, it is necessary for the waiter or
waitress to have a knowledge of popular drinks. On page 88 is
a table showing the drink, glass, ice, ingredients and garnish of
drinks frequently ordered in restaurants.
Procedure for Serving Drinks. After the guests are seated
and receive their menus, take the cocktail order. Since there are
many drink variations, it is necessary for the waiter or waitress
to take the order correctly. Many guests request a particular
brand of liquor in their drinks, a variation of mixers (soda, water,
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, add-
ing the mixers or garnishing the cocktails. In some restaurants,
A good waiter or waitress

should have a knowledge of
such popular drinks as these,
from left to right: whiskey
sour, wine, collins, martini
and, in front, old fashioned.
Drink Glass Ice Ingredients Garnish

Manhattan cocktail stir with whiskey maraschino
ice, then sweet vermouth cherry
strain fin-
to glass
Dry Manhat- cocktail whiskey olive
tan dry vermouth
Dry Martini cocktail gin olive
dry vermouth
Bloody Mary highball cubes in vodka
glass tomato juice
hot pepper
sauce
Worcestershire
Daiquiri cocktail blend rum lime or
with ice sugar filbert
lime juice
Gimlet cocktail stir with gin lime or
ice, then lime juice filbert
strain fin-
to glass
Old Fashioned old fash- cubes in whiskey orange
ioned glass sugar slice
bitters maraschino
cherry
Screwdriver highball cubes in vodka
glass orange juice
Tom Collins collins blend gin 1A. orange
with ice lemon juice slice
powdered maraschino
sugar cherry
Whiskey Sour sour blend whiskey % orange
with ice lemon juice slice
sugar maraschino
cherry
it is the policy to set up ingredients for highballs, drinks on-the-

rocks and straight drinks at the service bar which will be com-
bined 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 alco-
holic beverage made from fermented barley malt and other cer-
eal 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 ingred-
ients 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. Pic-
tured on the next page are the footed pilsner—a tall, narrow, 7
ounce glass with a short stem, and a stein—a 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 bever-
age any time. The taste of the beer will be at its best at about
40°F.
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 cen-
ter 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).
A footed pilsner and a stein

are two of the many glasses
used to serve beer.
QUESTIONS:
1. What are the advantages of serving alcoholic beverages in a
restaurant?
2. When are dry wines and sweet wines usually served during
the meal?
3. What does the vintage tell you about American and Euro-
pean wines?
4. Why should corked wines be stored horizontally?
5. What is the maximum time that wine should be refrigerated?
6. Why is an ice bucket or wine cooler used in the service of
wine?
7. What wines would you suggest serving with the following
foods: lasagna, prime rib, shrimp cocktail, chicken, cheese
cake, lobster, cheese souffle, sirloin steak, chef's salad?
8. What amount of wine (fifth(s), split, glass) would you sug-
gest for two people? Six people? Twelve people?
9. Why are wine glasses stemmed?
10. Why should a bottle of wine be wrapped in a cloth while
opening?
11. What are the distinguishing features of brandy, whiskey,
vodka, gin, rum and cordial?
12. Why is it important to know the glassware used for alco-
holic beverages?
PROJECTS:
1. From your restaurant's wine list or any wine list identify
the type of wine listed such as table wines, sparkling wines,
fortified wines and aromatized wines; also identify the tem-
perature at which you would serve each wine. Ask a bar-
tender to answer any questions you might have about the
wine list.
2. Obtain examples of glassware used for drinks and list the
drinks that are served in each glass.
3. Memorize the table of popular drinks in this manual and
those drinks popular in your area. Identify the set-up in-
cluding the glassware, ice and garnish as a fellow trainee
names each drink.
4. Roleplay serving alcoholic beverages. Ask some of the
trainees to be guests. Practice taking the order, opening
and serving table and sparkling wines, serving cocktails and
mixed drinks including combining drinks at the table, pour-
ing malt beverages.
WAITER AND WAITRESS QUIZ
Part A — Completion
Fill in the blank with the correct word or words to complete the
sentence.
1. A garment that identifies the occupation of the wearer is a
(an)
2. You may prevent hair from getting in the food by wearing
(a) or
3. The most important goals of any restaurant are to satisfy
the customer and make a (an)
4. The arrangement of china, silverware, napkin and glassware
at each place setting is called a (an)
5. The silverware in the American breakfast and lunch cover is
set so the is to the left of the napkin and the
and are to the right of the
napkin.
6. In American service the water glass is placed abo ye the tip
of the
7. The traditional American dinner place setting includes
fork(s), knife(ves) and
spoon(s).
8. A section of the dining room, with seating for about a doz-
en or more guests at tables, booths or counter seats, which
is assigned to the waiter or waitress is a (an)
9. A second tablecloth or paddirig beneath the top tablecloth
is called a (an)
10. A leftover, seasonal dish or chef's specialty is called a (an)
11. Condiments, decorative garnishes and foods that comple-

ment the entree are called
Part A — Completion (cont.)
12. A table for two is called a (an)

13. Stand to the of the guest when taking orders.
14. A method of taking orders where you simply check the
designated selection is called a (an)
15. Making suggestions benefits the restaurant by increasing the
size of the check and benefits the server by increasing the
size of the
16. If guests at a table order beef burgundy, filet mignon, lob-
ster newburg and ribs of beef, you would submit the
order to the kitchen first, followed by the
other three orders, so all four orders will be done at the
same time.
17. Food is served from the of the guest with
the hand, and beverages are served from the
of the guest with the hand.
18. A small plate placed beneath fruit, juice, seafood cocktails
and some beverages is called a (an)
19. Clear dishes from the of the guest with the
hand.
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.
23. The year of wine production is called the
24. If the guest orders his cocktail , serve the
cocktail over cubes of ice in an old fashioned glass, and if
the guest orders his cocktail , serve it
without ice in a cocktail glass.
25. Beer goes well with almost any foods except
Quiz 95
Part B — Multiple Choice
Circle the letter of the best answer which completes the state-
ment.
1. The willingness to work with co-workers in a common ef-
fort toward completing the work assigned is the qualifica-
tion of being (a) reliable, (b) personable, (c) cooper-
ative, (d) healthy.
2. A type of jewelry that may be worn with your uniform is a
(a) bracelet, (b) watch, (c) brooch, (d) necklace.
3. In a traditional organization structure a waiter or waitress
reports directly to the (a) owner, (b) steward, (c)
maitre d'hotel, (d) head waiter or head waitress.
4. French service is characterized by (a) food being plated in
the kitchen, (b) food being dished up on plates by the
host, (c) food being cooked in front of the guests and
served by two waiters, (d) food being served from large
platters by one waiter.
5. In French service the food is (a) served and cleared from
the left, (b) served and cleared from the right, (c) served
from the left and cleared from the right, (d) served from
the right and cleared from the left.
6. The type of service characterized by the serving of guests
from huge platters of food by a waiter is (a) French serv-
ice, (b) Russian service, (c) English service, (d) Amer-
ican service.
7. The type of service in which the menu, number of guests
and time of service are predetermined in advance is a (an)
(a) banquet, (b) buffet, (c) family style dinner, (d)
English style dinner.
8. Smorgasbord service is similar to (a) banquet service,
(b) buffet service, (c) French service, (d) English serv-
ice.
Part B — Multiple Choice (cont.)

9. A sidestand is a (a) tray stand, (b) coat rack, (c) stor-
age and service unit, (d) waiter and waitress lounge.
10. When food on a menu is a la carte, it is (a) served from a
cart, (b) served with a beverage, (c) priced to include
an entire meal, (d) listed as a single item and priced sep-
arately from other food items.
11. Juices, fruits and seafood items would be examples of foods
included in the following menu category: (a) appetizer,
(b) salad, (c) entree, (d) dessert.
12. Food prepared by cooking over direct hect, usually hot
coals, is (a) grilled, (b) fried, (c) braised, (d) roasted.
13. Closing the dining room involves such duties as (a) asking
the remaining guests to leave, (b) setting up the tables for
the next morning's business, (c) discarding voided checks,
(d) turning off all heating equipment such as roll warmers
and coffee urns.
14 The sequence of serving the courses during a meal is as fol-
lows: (a) appetizer, dessert, entree, salad, (b) salad, ap-
petizer, entree, dessert, (c) entree, appetizer, salad, des-
sert, (d) appetizer, salad, entree, dessert.
15. To serve booths (a) serve the guest farthest from you first
with the hand farthest from his seat, (b) serve the guest
farthest from you first with the hand closest to his seat,
(c) serve the guest closest to you first with the hand far-
thest from his seat, (d) serve the guest closest to you
first with the hand closest to his seat.
16. When serving more than one table, choose the order of
serving the following foods from your tray so that proper
food temperatures will be maintained; (a) ice cream, crack-
ers, hot rolls, (b) crackers, ice cream, hot rolls, (c) hot rolls,
crackers, ice cream, (d) ice cream, hot rolls, crackers.
17. Two ways a guest check may be presented to the customer
are: (a) face down on the table and face down in a tip
tray, (b) face up on the table and face up on a tip tray,
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) 35-40°F., (c) 45-50°F., (d) 55-60°F.
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 tempera-
ture 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 or-
anges, bananas and shredded coconut
ANTIPASTO (ahn-tee-PAHS-toh): Italian appetizer which al-
ways 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
BÉARNAISE 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, car-
rots, 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 bur-
gundy wine
BOUILLON (BULL-yon): Meat broth
BROCHETTE (broh-SHET): Meat broiled on a skewer
CACCIATORE (caht-chah-TOH-rih): With wine sauce contain-
ing tomatoes, onions, garlic and herb spices
CAESAR SALAD (SEE-zer): Green salad with anchovies, crou-
tons, parmesan cheese, coddled eggs and garlic
CANAPÉ (kan-a-PAY): Spicy food mixture spread on crackers,
toast or bread
CARTE DU JOUR (kart-du-zhoor): Menu of the day
Glossary 99
CHATEAUBRIAND (shah-toh-bree-AHN): Thick tenderloin steak

CHEF'S SALAD: Green salad topped with strips of ham, cheese
and chicken
CLUB SANDWICH: Sandwich made with three layers of bread
or toast and filled with chicken, bacon and
tomato
COCKTAIL: Refers to an appetizer or an alcoholic drink
COMPOTE (KOM-pote): Stewed fruit combination
CONSOMME (kon-so-MAY): Clear broth
COURSE: Part of a meal served at one time
CREPES SUZETTE (krape-su-ZET): Thin, fried pancakes cov-
ered with a sauce of liqueur and served fláming
CROUTONS (KROO-tahns): Small cubes of bread fried or
baked until brown
DEJEUNER (DAY-zhuh-nay): Breakfast or lunch
DEMITASSE (DEM-ih-tahs): Small cup of strong coffee
DU JOUR (de ZHUER): Of the day
ÉCLAIR (ay-KLAIR): Oblong cream puff filled with custard,
and iced
ENTRE (ON-tray): Main course of a meal
ESCARGOT (es-kar-GO): Snail
FILET (fih-LAY): Boneless cut of meat or fish
FILET MIGNON (fih-LAY meen-YONE): Beef tenderloin
FLAMBÉ (flahm-BAY): Served with flaming liqueur
FROMAGE (froh-MAHZH): Cheese
HOLLANDAISE (aw-lawn-DEZ): Sauce made with egg yolk,
butter and lemon juice
HORS D'OEUVRES (or-DURV): Small appetizers
JARDINIERE (zhar-dee-NYAIR): With vegetables
JULIENNE (joo-lih-EN): Thin strips of potatoes or vegetables
KABOB (ka-BOB): Cubes of meat and other foods cooked on a
skewer
LEGUME (lay-GEWM): Vegetable; also such foods as peas,
beans and lentils
LYONNAISE (LYE-a-NAYZ): Sliced or chopped food fried in
butter with onions
MELBA TOAST: Thin slices of oven dried toast
MIXED GRILL: Three kinds of meat served on one plate
MOCHA (MOH-ka): Coffee and chocolate mixed together
MORNAY (mor-NAY): White sauce with cheese

MOUSSE (moose): Frozen dessert of whipped cream, gelatin
and flavoring
OMELET or OMELETTE: Beaten egg mixture, cooked and
filled with foods such as cheese or meat
PARFAIT (par-FAY): Ice cream, fruit and whipped cream in
tall, slender, stemmed glasses
POTAGE (po-TAHZH): Soup
RAGOUT (rah-GOO): Thick, tasty stew
ROQUEFORT CHEESE (ROKE-furt): Semihard, white cheese
speckled with mold and made only in Roquefort,
France
RUSSIAN DRESSING: A salad dressing of mayonnaise, lemon
juice, chili sauce, worcestershire sauce and pi-
mento
SHIRRED, EGGS: Eggs baked in shallow dish
SOUFFLE (soo-FLAY): Baked dish made from beaten egg
whites combined with egg yolks and various in-
gredients such as cheese, spinach, chicken or
chocolate
TARTAR SAUCE: A sauce for seafood made of mayonnaise
and pickle relish
TOURNEDOES (toor-nuh-DOE): Small tenderloin steaks
VICHYSSOISE (vee-shee-SWAZ): Cold potato and leek soup
garnished with chopped chives
VINAIGRETTE (vee-neh-GRET): Dressing made with oil, vine-
gar and herbs
WIENER SCHNITZEL (VEE-ner-SCHNIT-zl): Breaded veal cut-
let served with lemon
YORKSHIRE PUDDING: Baked egg and flour mixture served
with roast beef
101
SELECTED REFERENCES
Dietz, Susan M. The Correct Waitress. New York: Ahrens Pub-
lishing 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 Educa-
tional Services, Inc., 1971.
Mira, Linda. Guide to Good Service. Lake Worth: Florida Print-
ing Company, 1968.
School of Hotel Administration. The Essentials of Good Table
Service. Ithaca: The Cornell Hotel and Restaurant Ad-
ministration 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 Efficiency 61-62
Abbreviations on Orders 45 Elderly Persons, seating of 41
Absenteeism 8 English Service 15
Accompaniments 18, 30, 36-37, 59 Entree 31
Addresser 69 Serving of 59,62
American Service 15-18, 57-74 Family Style Service 20-21
Answering Questions (see Questions, Fifths 80
answering guests') Finger Bowls 12
Appearance, personal 3-6 Food Preparation, methods of 34-35
Appetizer 31 Food Quality, maintaining 62
Serving of 57-58 French Service 10-13
Approaching the Guests 4244 Garnishes
30, 36
Aquavit 85 Gin 85
Assistant Manager, restaurant 7 Goals, restaurant 6-7
Attitude 8 Grooming 6, 68
Banquet Service 19-20 Gueridon 13
Bar Orders 46-48, 86-89 Guest Check 30, 46, 69-70
Beer Guests, attention to 62
Guests with Special Needs
Glasses for 89-90
Serving 89-90 Handicapped
63-64
Significance Ill 64
of serving 75-76
Intoxicated

63
Types of 89
Beverages 34 Very young 62-63
Guest-Written Order 46
Serving beer 89-90
Serving of 59,65 Hair Care 6,68
Serving liquor 84-89 Hair Net 6, 68
Serving wine 81-84 Handicapped Guests 63-64
Seating of 41
Bouquet 81
Brandy 85, 89 Head Waiter or Head Waitress 7, 41
Buffet 21-22 Host of a Party of Guests
Busboys or Busgirls Approaching 43
7, 30, 42
Checklist Order 46-47 Present check to 69
Presenting wine to 82-84
Chef de Rang 11-12
Children (see Very Young Guests) Hostess 7, 41, 50
Clearing Dishes 59-61 Ice Bucket 77, 82, 84
Ill Guests 64
Closing the Dining Room 38
Cocktails 86 Illness (see Absenteeism)
(see also Liquors) Intoxicated Guests 63
(see also Loud, noisy parties,
Cognac
85
Commis de Rang 11 seating of)
Jewelry 3-4
Complaints, handling 64-65
Condiments 21, 27,36,59 Large Families, seating of 41
Liqueurs (see Cordials)
Cordials 85
Corkscrew 83 Liquor
Glasses for 86
Cover 10, 27, 59
Credit Cards 69, 71 Popular drinks 86-88
Serving 86-89
Crumbing 61
Dessert 31 Significance of serving 75-76
Temperature of 85-86
Serving
of 59
Deuces 41 Types of 84-85
Loud, noisy parties, seating of 41
Dining Room Manager 7
(see also Intoxicated Guests)
Index 103

Maitre d'Hotel 7, 41-42, 50 Serving booths 59
57-59
Make-up 6 Serving each course
Manager, restaurant
7 Tip 72
Meeting, staff 50 Settings (see Table Settings)
Menus Shoes 3, 5, 65

Content of 31-34 Side Orders 50
Presenting 42 Sidestand, preparation of 28,30
Types of 31, 63 Sidework 8, 2540
Why study 30-34 Silencer 27
Microwave Oven 36 Smorgasbord 22
On-the-Rocks, cocktails served 86 Sommelier, wine 81
Opening Duties Soups 18,31
Preparing the sidestand 28-30 Serving
of 58, 65
Preparing the tables 27-28 Special 34
Studying the menu 30-37 Spirits (see Liquor)
Orders Splits 80
Methods of taking 46-49 Station
Placing 52 Assignments 25-26
Picking up 52-54 Definition of 25
Technique of taking 44-46 Suggestions, making 50-51, 75, 89
Timing 51-52 Tablecloths 27
Organization, restaurant 6-8 Table d'Hote 31
Owner, restaurant 7 Table Settings
Payment of Check 69 For American service 15-18
Personal Check
69, 71 for American breakfast
Placemats 27, 30, 63 and lunch 15-16
Preparation Time 35-36 For banquet service 19-20
(see also Timing the Meal) For buffet 21
Profit (see Goals, restaurant) For family style service 20-21
Questions,
answering guests' 49-50 For French service 10-13
Rechaud 11 For Russian service 13

Reservations 27, 42, 50 Table Tents 31
Restaurant,
knowledge of 49-50 Tables, numbering 26
Rum 85 Tables,
preparation of 27-28

Russian Service 13 Tax 69
Safety 65-66 Teamwork 8
Salads, serving of 58-59
Tequila 85
Sanitation 68-69 Timing the Meal 51-52
Seating Guests (see also Preparation Time)
Controlling seating 42
Tip Trays 30, 69
How to seat guests 42 Tips
Where to seat guests 4142
Accepting 72
Who seats guests 41 Increasing 50, 62, 75
Selling (see Suggestions, making) On charge slip - 69
Serving the Meal Trays
59-61
Clearing dishes Balancing 61, 65
Efficiency dishes on
61-62 Lifting 65-66
Guest check and payment 69 Underliner 58
Handling unusual 3-6,68
Uniform
circumstances
62-65 Up, cocktaíls served 86
Safety 65-66 Very Young Guests 62-63
68-69
Sanitation Vintage 77
Serving beverages 59, 86-90 Vodka 85
Waiter and Waitress Job Amount to order 80

Advantages of 1-2 Foods and 79
Appearance 3-6 Glasses for 80-81
Place in the organization Serving of 82-84
structure 6-8 Significance of serving 75-76
Qualifications of 2 Storage of 77-78
Teamwork 8 Temperature of 77
Waiter- or Waitress-Written Order 46-49 Types of 76-77, 79
On guest check 46 Vintage 77
On pad of paper 46 Where produced 76-77
Wheel, rotating 46, 52-53 Wine Lists 31
Whiskey 85 Wine Menus asee Wine Lists)
Wine Young Couples, seating of 41
CEDOC-SECTUR
111111111111111111111111111
002230
LIB
613.2
D34 CEDOC - SECTOR
002230
1974
Dahmer, Sandra J.
The waiter and waltress t

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SONDRA J. DAHMER & KURT W.

THE WAITER AND WAITRESS

CBI PUBLISHING COMPANY, INC.

ISBN 0-8436-0575-8 (Paper)

Library of Congress Catalog Card No. 73-83574

Printed in the United States of America

PREFACE AND ACKNOWLEDGMENTS

2 TYPES OF TABLE SERVICE AND SETTINGS 10

5 SERVING THE MEAL 57

6 WINE AND BAR SERVICE 75

WAITER AND WAITRESS QUIZ 93

SELECTED REFERENCES 101

Approximately one-third of the meals consumed in the

reference to specific serving procedures.

Probably the most successful public r9ations program in

Chester G. Hall, Jr., Ph. D.

The waiter and waitress are restaurant employees who wait

ADVANTAGES OF THE POSITION

QUALIFICATIONS FOR THE JOB

APPEARANCE ON THE JOB

Y ou are the first restaurant

Good grooming, clean shirts,

Shoes are an important part of

or crystal could drop into food. Decorative jewelry does not

THE RESTAURANT ORGANIZATION

to make a profit. Your job is to assist the management to reach

HOSTESS OR MAITRE'D HOTEL

HEAD WAITER OR HEAD WAITRESS

WAITERS &WAITRESSES BUS BOYS

The relationship of the personnel in a traditional dining room is shown in

To avoid causing problems within the organization, follow

TEAMWORK WITH CO-WORKERS AND SUPERVISORS

Several different types of service are used in restaurants.

FRENCH SER VICE

In French service, food is cooked in front of the guests. Here, Suzettes,

Serviceware in French service includes: (1) butter plate,

Advantages and Disadvantages of French Service. The ad-

RUSSIAN SER VICE

In the American Breakfast and

is placed aboye the tines of the fork. Traditionally, a small butter

The American Dinner Cover is

When soup or an appetizer is ordered, it is placed on an

the usual American serving style (See Chapter 5).

FAMIL Y STYLE SERVICE

pours the beverages, brings the appropriate condiments and clears

"Sidework" is a term designating all the duties the waiter or

more guests, and because certain customers request a particular

DINING ROOM PREPARATION

The 3 steps in quickly positioning a

Carry supplies of chinaware, glassware, silverware and nap-

One of the main opening duties is to stock the sidestand

STUDYING THE MENU

duct. Your ability to sell food is influenced by your knowledge

French Onion Soup with Cheese Crouton

Tossed Greens with Choice of Dressing

Braised Tenderloin 'ries .Stroganoff.

Sauteed Muehroonia...1.25 Free* Vegetabl. du Jour....50 French Pa.....50

A typical dinner menu contains many categories of

WINE ESPECIALLY ENHANCES YOUR MEAL

Q4 With The Following Entrees We Are Serving

LOBSTER A LA MAISON 6.50

BAKED NEW FOUNDLAND FLOUNDER 0.25

FILLET OF WALLEYED PIKE, SAUTB 5.75