The Young Adult's Guide to Being a Great Waiter and Waitress

The Young Adult's Guide to Being a Great Waiter and Waitress

by Atlantic Publishing Group Inc Atlantic Publishing Group Inc

Paperback

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Overview

Learn how to become the best waiter or waitress possible with helpful tips about handling problem customers, getting a good turnover rate on your tables and upselling. Countless years of experience have been complied to help you provide the best service possible while working smarter, not harder.

Product Details

ISBN-13: 9781601389916
Publisher: Atlantic Publishing Company FL
Publication date: 10/30/2015
Pages: 288
Product dimensions: 6.00(w) x 8.00(h) x 0.08(d)
Lexile: 1030L (what's this?)
Age Range: 14 - 17 Years

Table of Contents

Introduction 11

Chapter 1 Why Should I Be a Server? 13

What Makes A Good Server? 15

Effective communicator 16

High energy 16

Flexibility 16

Can handle stress 17

Cooperative 18

Courteous 18

Desire to please others 18

Empathic 18

Neat and clean appearance 19

Giving Awesome Service 20

Smile 20

Keep yourself updated 21

Recognition 22

Listen to your customers 23

Make eye contact 23

Learn shorthand codes 24

Rules of the road 24

Rules of recovery 24

Be courteous 25

Be knowledgeable 25

Acknowledge the customer quickly 25

Up-selling 26

Be on good terms with the back of the house 26

Show gratitude 27

Types of Restaurants 27

Fine dining 28

Bistro/Trattoria 29

Family 29

Staff Positions and Duties 29

General Manager 29

Dining Room Manager 30

Captain 30

Host 30

Wine Steward 31

Head Waiter 31

Server 32

Bus Person/Server Assistant 32

Chapter 2 Your First Day 33

Know Your Schedule 34

Don't Show Up Late 34

Pick Up the Pace 35

Don't Be a Gossiper 36

Get Ready For Side Work 36

Don't Ask Lame Questions 37

Chapter 3 Hosting and Welcoming Guests 39

Duties of the Restaurant Host/Hostess 41

Seating questions 41

Serving questions 42

Kitchen questions 42

Large party questions 43

Inspecting the Dining Room 45

Providing Excellent Service 46

Making Arrangements for Special Parties 47

Serving Special Parties 48

Receiving Customers 50

Chapter 4 Giving Great Service 53

Anticipate Your Guests' Needs 53

Are they done? 54

Little things to just know 55

Approaching the Table 56

Giving a friendly greeting 56

Giving prompt attention 57

Drink orders 59

Give Great Table Service 59

Setting the table 63

Folding napkins 65

Centerpieces 65

Breakfast Service 67

Order of breakfast service 68

Lunch Service 69

Order of lunch service 69

Dinner Service 71

Order of dinner service 71

Carrying Trays 71

Loading trays 72

Cocktail trays 73

Arm service 74

Bussing 74

Taking Care of Children 74

Keep them occupied 74

Speedy service 75

Keep an eye out for messes 76

Chapter 5 Taking Orders 79

Giving and Collecting Orders 81

Timing the order 82

Explaining the menu 82

Taking the food order 83

Delivering the food 83

Checking back 84

Dessert 84

Presenting the check 84

Serving Multiple Tables 86

General Tips for Serving Customers 86

Approach the table 86

Get guests settled 87

Take drink order 87

Serve drinks 87

Tell about specials 87

Check back for second drink order and appetizer order 88

Take food order 88

Meeting special requests 89

Deliver salads and appetizers 90

Serving food and picking up food 90

Preparing the table for serving and clearing dishes 91

Delivering food 91

Dessert 92

Clearing the table 93

Paying the check 94

Chapter 6 Suggestive Selling 97

Suggesting Selections to the Customer 99

Making Substitutions 100

Purposes of Suggestive Selling 100

Meeting the Needs of the Customer 101

Upselling Items 103

Promoting Specials 104

Suggesting Higher-Priced Items 105

Timing of Suggestions 105

Value-Added Service 106

Make recommendations 107

Remember guests' likes and dislikes 107

Be willing to customize 107

Suggest alternatives 107

Single diners 108

Reinforce a guest's choice 108

Make personal recommendations 109

Bring extra napkins 109

Anticipate needs 109

Coffee refills 110

"Doggie" bags 110

Keep an eye on your tables 110

Mindful of the disabled 111

Older guests 111

Adding festivity 111

Tell the cooks good news 111

Make your movements in-visible 111

Talk it up 112

Chapter 7 Dealing with the Dark Side 113

Handling Customer Complaints 114

Dealing with Difficult Customers 115

Handling Problems 117

The drunk customer 117

The rowdy table 119

Pets 119

The well-known guest 120

Accidents 120

Chapter 8 Understanding Alcohol 123

How to Serve Alcohol 127

Tequila 135

Bar Terms 138

Wine 140

Serving wine 141

Tasting tips 143

Chapter 9 Restaurant Safety 147

Preventing Accidents 147

Strains 149

Slipping and Falling 150

Choking 150

Avoid Bacterial Cross-Contamination 151

Bacteria Primer 154

Dangerous forms of bacteria 156

Hygiene 158

Conclusion 163

Appendix: FAQs About Tips 165

Glossary 169

Appendix 173

Bibliography 173

Index 177

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