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Informationen zum Autor LENDAL H. KOTSCHEVAR, PHD, FMP, is Professor Emeritus at Florida International University. VALENTINO LUCIANI, CHE, is a former lecturer in the William F. Harrah College of Hotel Administration at the University of Nevada, Las Vegas. Klappentext A DETAILED APPROACH TO PROVIDING SERVICE IN RESTAURANTS AND FOODSERVICE OPERATIONS Service starts when a customer walks into a restaurant and doesn't end until he or she walks out. Presenting Service, Second Edition, is an up-to-date, hands-on guide for managers that presents the essential skills and know-how to direct a foodservice staff through a successful, completely enjoyable dining experience. Packed with checklists, objectives, key terms, and chapter summaries and reviews, this Second Edition features a new chapter on bar and beverage service that includes coverage of specialty coffees as well as insightful cocktail and wine service advice for better serving and recommending alcoholic and nonalcoholic beverages to guests. Other valuable features of this revised edition include: A new chapter on classic service styles, including the techniques of French, Russian, American, English, and Chinese dining A new chapter on table etiquette that contains a historical perspective as well as thorough coverage of etiquette rules concerning special foods and various cultures, such as European, Chinese, Indian, and Middle Eastern dining Customer Service and Foodservice Security boxes that identify tips and best practices for handling customer and security issues A new appendix covering the duties of service workers that explains the responsibilities of the frontline staff, including the host, server, bus person, and bar server Zusammenfassung There is an art to good service that can be trained and taught and Presenting Service: The Ultimate Guide for the Foodservice Professional! 2nd Edition provides students with the skills to create a good dining experience through good service. Inhaltsverzeichnis ix Preface 1 A Historical Overview of Service 2 Introduction 2 The Age of Service 3 Service: A Total Concept 6 A Historical Overview of Service 16 Chapter Summary 17 Chapter Review 17 Case Studies 2 The Professional Server 20 Introduction 20 Finding Work 20 Looking Professional 21 Demeanor and Attitude of Successful Servers 24 Learning Skills 24 Product Knowledge 24 Suggestive Selling 25 Organization 28 Tips 29 Unions 30 Laws Affecting Servers 33 Chapter Summary 34 Chapter Review 34 Case Studies 3 Exceeding People's Needs 36 Introduction 36 Managing Guest Complaints 39 Serving Guests with Special Needs 42 Chapter Summary 43 Chapter Review 43 Case Study 4 Service Mise en Place 46 Introduction 47 Getting Ready 62 Clearing and Resetting Tables 63 Ending the Meal 64 Quick-service Mise en Place 65 The Cash Bank 67 Chapter Summary 68 Chapter Review 68 Case Study 5 Service in Various Industry Segments 70 Introduction 70 Banquet Service 77 Service for Specific Meals 79 Buffet Service 82 Other Service 86 Chapter Summary 87 Chapter Review 87 Case Studies 6 Service Areas and Equipment 92 Introduction 92 Dining Area Equipment 97 Table Service Equipment 100 Menus 102 Service Staff 105 Chapter Summary 106 Chapter Review 107 Case Study 7 Classic Service Styles 110 Introduction 110 French Service 115 Russian Service 116 American Service 118 English Service 119 Chinese Service ...
