Professional Server, The

Edward Sanders is an adjunct professor of Hospitality Management at New York City College of Technology. He is a Certified Food Executive and Certified Purchasing Manager and has a Master of Science degree in International Management from Thunderbird School of Global Management and a Doctor of Business Administration degree in Management and Organization. Through his career in business and education he has been associated with Xerox, Sky Chefs-American Airlines, Marriott, Delaware North, Brigham Young University, Oregon State University, and Southern Oregon University. Ed owned a restaurant, operated a chain of restaurants, founded and operated Hospitality News (1988—2006), has been an associate professor of business, and cofounded and directed a hospitality and tourism management university program. He is also the author of Food, Labor, and Beverage Cost Control(2016, Waveland Press)and the lead coauthor of Catering Solutions for the Culinary Student, Foodservice Operator, and Caterer (2000, Prentice-Hall).  Marcella Giannasio is an Associate Professor at Johnson & Wales University, Charlotte, North Carolina, and teaches in the culinary department. She has also taught and supervised students in Koblenz, Germany, at the Deutsche Wein und Sommelierschule, and At-Sunrice Global Chef Academy in Singapore, and participated in the Banfi scholastic tour in Italy. Marcella is a graduate of the College of Charleston and earned a master’s degree in management from Southern Wesleyan University. Her certifications include: Certified Hospitality Educator through the American Hotel & Lodging Educational Institute, Foodservice Management Professional through the National Restaurant Association, and a Court of Master Sommelier Level1. She is a Bordeaux wine ambassador and holds an advanced wine & spirits certification from the Wine & Spirit Education Trust Limited based in London, and is a Hospitality Grand Master through the Federation of Dining Room Professionals. She joined the Johnson & Wales University faculty in 1997 with having many years of management experience within the hospitality industry.

• 1The Professional Server The Economic Importance of the Restaurant Industry Advancement Opportunities Income Opportunities Tipping Standard Getting Stiffed (Left With No Tip) Tip Credit Non-Tipping Restaurants Occupational Advantages for Professional Servers Occupational Disadvantages for Professional Servers Challenges for the Restaurant Industry Job Qualifications Restaurant Reality Never judge a book by its coverSummary Discussion Questions and Exercises   2Professional Appearance Server Health Grooming Standards Grooming Guidelines  Body Language, Poise, and Posture Uniforms and Aprons Shoes Restaurant Reality When how you look and perform your duties is noticedSummary Discussion Questions and Exercises   3Table Service, Table Settings, and Napkin Presentations Table Service American Service (Individual Plate Service) Butler Service English Service Modified English Service   Russian Service French Service Other Types of Service Family Service   Counter Service Banquet Service Room Service Salad Bars Dessert Tables and Trays Setting a Table Bread and Butter Side Dishes and Condiments    Flatware Placement Glassware    Cup and Saucer    Table Settings     Breakfast Table Setting Lunch Table Setting Dinner Table Setting Formal Dinner Table Setting    Napkin Presentations Restaurant Reality    What is happening with tabletop place settings?Summary Discussion Questions and Exercises   4Service Readiness Responsibilities that Support Good Service Opening and Closing Side-Work Closing Procedures The Dining RoomThe Menu Breakfast Menu Lunch Menu Dinner Menu Dessert MenuTablet MenusWine List The Guest and the Menu The Server and the Menu Restaurant RealityWork Smart or Work Hard?Summary Discussion Questions and Exercises   5Serving Food and Beverages Proper Table ServiceService EtiquetteRemoving Dishes and FlatwareBooth ServiceThe Bartender / ServerLoading and Carrying a Tray Carrying Glasses Service Priorities and Timing Server’s Assistant (or Busser) ResponsibilitiesTable BussingCustomer Complaints and IssuesRestaurant Reality Complaints are not always reasonable but always have a solutionSummary Discussion Questions and Exercises   6Beverages and Beverage Service Responsible Alcohol Service Incident ReportWine and Wine Service Proper Temperatures for Serving Wines Ice Bucket Usage Wine Presentation and Service Opening Champagne or Sparkling Wine Decanting Wine Wine Glasses Styles of Wine  Grape VarietalsNotable Wine Varietals and Food Pairings Food and Wine PairingDistilled Spirits and Cocktails Beers, Lagers, and Ales Bottled Waters Coffee Types of RoastsBaristas and Barista Training Types of Coffee Drinks Spirited Coffee DrinksTea Restaurant RealityA feeling of being welcome at home with hospitality and specialized drinksSummary Discussion Questions and Exercises   7Guest Communication Getting to Know Your Guests Taking the Guest’s Order   Server Enthusiasm Different Types of Guests Guests with Special Needs Anticipating the Guest’s Needs Nonverbal Cues and Prompts Suggestive Selling Guidelines for Suggestive Selling Servers Incentives Showmanship sells suggestively Service Timing Emergency Situations Connecting to the Guest to Create Guest LoyaltyRestaurant RealityA welcoming greeting and personalized service creates loyal guestsSummary Discussion Questions and Exercises   8The Technology of Service Benefits of Technology Technology Applications Handheld Touch-Screen Tablet Product Management Applications Tabletop Tablets Kitchen Production Screen Handheld Pay-At-The-Table Devices Alert Manager Application CRM (Customer Relationship Management) Application Employee Scheduling and Communication Training with Technology Online Table Reservation Applications   Table Management Applications   Web Presence   Restaurant Reality   We only have 30 minutes for lunchSummary Discussion Questions and Exercises   9Dining Room Management Responsibilities of the Maître d’ or Host Menu Meetings Managing Reservations Taking Telephone Reservations and “Take-Out” Orders Greeting Guests Table Selection Professional Courtesies  Responding to Complaints Server Training Restaurant RealityHow to recover from disappointing circumstancesSummary Discussion Questions and Exercises   10Banquet, Catering, and Buffet Management The Event Plan Event ManagementCustomer InformationDate and Time ScheduleNumber of GuestsService Presentation MenuBar ServiceOpen BarCash BarOpen Bar — Cash Bar CombinationRoom Location Room Floor Plan Table Setup Table Sizes Length/Width/Seating Table Arrangements Head Table Table NumbersAccessories Estimated ChargesService FeeDeposit Amounts and PaymentsRestaurant RealityThe helpful service and details from a banquet/catering managerSummary Discussion Questions and Exercises Glossary Common Menu Terms  Glossary Wine, Beer, Spirits, and Beverage Terms