Professional Server, The: A Training Manual, 3rd Edition Solution Manual
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1
Online Instructor’s Manual
for
The Professional Server
THIRD Edition
Edward E. Sanders
New York City College of Technology
Marcella Giannasio
Johnson & Wales University
Online Instructor’s Manual
for
The Professional Server
THIRD Edition
Edward E. Sanders
New York City College of Technology
Marcella Giannasio
Johnson & Wales University
3
TABLE OF CONTENTS
1 The Professional Server 7
Summary
Learning Objectives
Discussion Questions and Exercises
2. Professional Appearance 17
Summary
Learning Objectives
Discussion Questions and Exercises
3. Tables Service, Table Settings, and Napkin Presentations 23
Summary
Learning Objectives
Discussion Questions and Exercises
4. Service Readiness 32
Summary
Learning Objectives
Discussion Questions and Exercises
5. Serving Food and Beverages 43
Summary
Learning Objectives
Discussion Questions and Exercises
TABLE OF CONTENTS
1 The Professional Server 7
Summary
Learning Objectives
Discussion Questions and Exercises
2. Professional Appearance 17
Summary
Learning Objectives
Discussion Questions and Exercises
3. Tables Service, Table Settings, and Napkin Presentations 23
Summary
Learning Objectives
Discussion Questions and Exercises
4. Service Readiness 32
Summary
Learning Objectives
Discussion Questions and Exercises
5. Serving Food and Beverages 43
Summary
Learning Objectives
Discussion Questions and Exercises
3
TABLE OF CONTENTS
1 The Professional Server 7
Summary
Learning Objectives
Discussion Questions and Exercises
2. Professional Appearance 17
Summary
Learning Objectives
Discussion Questions and Exercises
3. Tables Service, Table Settings, and Napkin Presentations 23
Summary
Learning Objectives
Discussion Questions and Exercises
4. Service Readiness 32
Summary
Learning Objectives
Discussion Questions and Exercises
5. Serving Food and Beverages 43
Summary
Learning Objectives
Discussion Questions and Exercises
TABLE OF CONTENTS
1 The Professional Server 7
Summary
Learning Objectives
Discussion Questions and Exercises
2. Professional Appearance 17
Summary
Learning Objectives
Discussion Questions and Exercises
3. Tables Service, Table Settings, and Napkin Presentations 23
Summary
Learning Objectives
Discussion Questions and Exercises
4. Service Readiness 32
Summary
Learning Objectives
Discussion Questions and Exercises
5. Serving Food and Beverages 43
Summary
Learning Objectives
Discussion Questions and Exercises
4
6. Beverages and Beverage Service 61
Summary
Learning Objectives
Discussion Questions and Exercises
7. Guest Communication 73
Summary
Learning Objectives
Discussion Questions and Exercises
8. The Technology of Service 87
Summary
Learning Objectives
Discussion Questions and Exercises
9. Dining Room Management 95
Summary
Learning Objectives
Discussion Questions and Exercises
10. Banquet, Catering, and Buffet Management 102
Summary
Learning Objectives
Discussion Questions and Exercises
6. Beverages and Beverage Service 61
Summary
Learning Objectives
Discussion Questions and Exercises
7. Guest Communication 73
Summary
Learning Objectives
Discussion Questions and Exercises
8. The Technology of Service 87
Summary
Learning Objectives
Discussion Questions and Exercises
9. Dining Room Management 95
Summary
Learning Objectives
Discussion Questions and Exercises
10. Banquet, Catering, and Buffet Management 102
Summary
Learning Objectives
Discussion Questions and Exercises
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PREFACE
Each chapter in this Instructor’s Manual contains: 1) a chapter summary, 2) restatement
of the learning objectives from the text, and 3) restatement of the discussion questions and
exercises from the text along with answers.
The book is written in such a way that the chapters flow in a logical sequence, establishing
a step-by-step procedure for understanding and learning appropriate server skills. The chapters are
also self-contained, so that the reader can go directly to any chapter for specific information.
Therefore, the book can be used as a training guide or a reference manual for specific service
questions.
Chapter 1—The Professional Server—introduces the student to the economic importance
of the restaurant industry along with income and advancement opportunities for servers. The
tipping standard, tip credit, and tip income reporting to the Internal Revenue Service are explained.
Also, the advantages and disadvantages of non-tipping restaurants are presented with a non-tipping
menu example. Occupational advantages and disadvantages are identified along with the basic job
qualifications.
Chapter 2—Professional Appearance—discusses the importance of server health and the
many aspects of grooming standards and guidelines. Correct body language, poise, and posture are
presented along with the types of uniforms and aprons that may be used and the value of safe
shoes.
Chapter 3—Table Service, Table Settings, and Napkin Presentations—begins with detailed
explanations for the specific types of table service, which includes the following: American service
(individual plate service), butler service, English service, modified English service, Russian
PREFACE
Each chapter in this Instructor’s Manual contains: 1) a chapter summary, 2) restatement
of the learning objectives from the text, and 3) restatement of the discussion questions and
exercises from the text along with answers.
The book is written in such a way that the chapters flow in a logical sequence, establishing
a step-by-step procedure for understanding and learning appropriate server skills. The chapters are
also self-contained, so that the reader can go directly to any chapter for specific information.
Therefore, the book can be used as a training guide or a reference manual for specific service
questions.
Chapter 1—The Professional Server—introduces the student to the economic importance
of the restaurant industry along with income and advancement opportunities for servers. The
tipping standard, tip credit, and tip income reporting to the Internal Revenue Service are explained.
Also, the advantages and disadvantages of non-tipping restaurants are presented with a non-tipping
menu example. Occupational advantages and disadvantages are identified along with the basic job
qualifications.
Chapter 2—Professional Appearance—discusses the importance of server health and the
many aspects of grooming standards and guidelines. Correct body language, poise, and posture are
presented along with the types of uniforms and aprons that may be used and the value of safe
shoes.
Chapter 3—Table Service, Table Settings, and Napkin Presentations—begins with detailed
explanations for the specific types of table service, which includes the following: American service
(individual plate service), butler service, English service, modified English service, Russian
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service, and French Service. The other types of service are also explained, such as family service,
counter service, banquet service, and room service; and in addition the effective use of salad bars
and dessert tables and trays is presented. Setting a table and the basic table settings for breakfast,
lunch, dinner, and formal dinner along with the appropriate wine and beverage settings are
explained. The use of place mats and the correct placement of salt and pepper shakers, sugar and
creamers, rolls and butter, and side dishes are discussed. Napkin presentations and various folding
procedures are clearly illustrated.
Chapter 4—Service Readiness— presents the responsibilities of a server that support good
service, which include opening and closing side-work as well as closing procedures. The chapter
further discusses breakfast, brunch, lunch, and dinner menus, along with tablet menus and wine
lists. The importance of gaining menu knowledge by the server is emphasized along with the role
of the server in helping the guest understand the menu and menu terms.
Chapter 5—Serving Food and Beverages—explains proper table service and service
etiquette that include the technique of carrying multiple plates, carrying glasses, and also the
correct procedures for loading and carrying trays. The role of the bartender/server is also discussed.
Service priorities and timing, along with effectively handling difficult situations, are identified and
supported with positive responses. Table bussing is detailed with procedures for using a cart or
tray, as well as the procedure for setting up with the use of a tray, along with identifying additional
server’s assistant/busser responsibilities.
Chapter 6—Beverage and Beverage Service—begins with responsible alcohol service
being reviewed and emphasized. The proper temperatures for serving wines are identified along
with the correct procedures for using an ice bucket. The presentation and service of wine is
service, and French Service. The other types of service are also explained, such as family service,
counter service, banquet service, and room service; and in addition the effective use of salad bars
and dessert tables and trays is presented. Setting a table and the basic table settings for breakfast,
lunch, dinner, and formal dinner along with the appropriate wine and beverage settings are
explained. The use of place mats and the correct placement of salt and pepper shakers, sugar and
creamers, rolls and butter, and side dishes are discussed. Napkin presentations and various folding
procedures are clearly illustrated.
Chapter 4—Service Readiness— presents the responsibilities of a server that support good
service, which include opening and closing side-work as well as closing procedures. The chapter
further discusses breakfast, brunch, lunch, and dinner menus, along with tablet menus and wine
lists. The importance of gaining menu knowledge by the server is emphasized along with the role
of the server in helping the guest understand the menu and menu terms.
Chapter 5—Serving Food and Beverages—explains proper table service and service
etiquette that include the technique of carrying multiple plates, carrying glasses, and also the
correct procedures for loading and carrying trays. The role of the bartender/server is also discussed.
Service priorities and timing, along with effectively handling difficult situations, are identified and
supported with positive responses. Table bussing is detailed with procedures for using a cart or
tray, as well as the procedure for setting up with the use of a tray, along with identifying additional
server’s assistant/busser responsibilities.
Chapter 6—Beverage and Beverage Service—begins with responsible alcohol service
being reviewed and emphasized. The proper temperatures for serving wines are identified along
with the correct procedures for using an ice bucket. The presentation and service of wine is
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illustrated step by step, beginning with presenting a bottle of wine to a guest, properly opening it,
and the appropriate method of pouring the wine. The reasons and the procedure for decanting wine
are also discussed. The various shapes of wine glasses are shown, identifying their appropriate use
for the type of wine being served. Wine varietals are introduced and explained so that the student
gains a basic understanding of wine, along with food and wine pairing. Spirits and cocktails are
discussed, along with popular spirit brands, cocktail choices, and related terms the server should
know. Beers, lagers, and ales are defined, and the correct procedure for serving beer is explained.
The correct procedure for serving bottled waters is discussed. Coffee drinks that include espresso,
café lattes, cappuccino, mochas, and the application of coffee with a spirit beverage are explained,
along with the use of the French Press for coffee service. Tea varieties and service are also
presented.
Chapter 7—Guest Communication—begins with the server personally connecting with the
guest through an individual sense of enthusiasm. Varieties of possible guest types are discussed,
along with tips for anticipating the guest’s needs and how to look for nonverbal cues and prompts.
Suggestive selling is detailed, with techniques for upselling to the guest, suggesting related menu
items, new menu items or the chef’s specialties, items for special occasions, and take-home items.
The guidelines for suggestive selling are presented and illustrated. The correct procedure for taking
the guest’s order is discussed, as is the guest check and the importance of service timing. Correct
reaction in a professional manner to emergency situations is also addressed.
Chapter 8—The Technology of Service—identifies the basic benefits of technology and
technology applications. Handheld touch-screen tablets, product management applications, and
tabletop tablets are illustrated and explained, along with an example of a kitchen production screen.
Handheld pay-at-the-table devices as well as an alert manager application and CRM (Customer
illustrated step by step, beginning with presenting a bottle of wine to a guest, properly opening it,
and the appropriate method of pouring the wine. The reasons and the procedure for decanting wine
are also discussed. The various shapes of wine glasses are shown, identifying their appropriate use
for the type of wine being served. Wine varietals are introduced and explained so that the student
gains a basic understanding of wine, along with food and wine pairing. Spirits and cocktails are
discussed, along with popular spirit brands, cocktail choices, and related terms the server should
know. Beers, lagers, and ales are defined, and the correct procedure for serving beer is explained.
The correct procedure for serving bottled waters is discussed. Coffee drinks that include espresso,
café lattes, cappuccino, mochas, and the application of coffee with a spirit beverage are explained,
along with the use of the French Press for coffee service. Tea varieties and service are also
presented.
Chapter 7—Guest Communication—begins with the server personally connecting with the
guest through an individual sense of enthusiasm. Varieties of possible guest types are discussed,
along with tips for anticipating the guest’s needs and how to look for nonverbal cues and prompts.
Suggestive selling is detailed, with techniques for upselling to the guest, suggesting related menu
items, new menu items or the chef’s specialties, items for special occasions, and take-home items.
The guidelines for suggestive selling are presented and illustrated. The correct procedure for taking
the guest’s order is discussed, as is the guest check and the importance of service timing. Correct
reaction in a professional manner to emergency situations is also addressed.
Chapter 8—The Technology of Service—identifies the basic benefits of technology and
technology applications. Handheld touch-screen tablets, product management applications, and
tabletop tablets are illustrated and explained, along with an example of a kitchen production screen.
Handheld pay-at-the-table devices as well as an alert manager application and CRM (Customer
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Relationship Management) application are discussed; and the convenience of employee scheduling
and communication including training with technology Table management applications, guest
paging, and online table reservations and restaurant websites are further reviewed.
Chapter 9—Dining Room Management—begins with discussing the responsibilities of the
maître d’ or host, followed by managing reservations, effectively greeting guests, and table
selection. Menu meetings, professional courtesies, responding to complaints, taking telephone
reservations and “take-out” orders, server supervision, and server training are all detailed in the
discussion of the important functions of dining room management.
Chapter 10, "Banquet, Catering and Buffet Service," defines the three distinct types of
service. The importance and value of an Event Plan Details work sheet is clearly explained in a
manner that covers all of the essential details for any planned banquet, catered, or buffet service
event. Such details as knowing the difference between "approximate, guaranteed, and confirmed"
number of guests; the differences between an open bar, cash bar, and open–cash combination bar;
understanding how to calculate a room's capacity for comfortable seating; and a knowledge of the
various accessory details that can be added to an event are discussed.
The Glossaries have been designed to provide the student with a quick reference source for
common menu terms; and wine, beer, spirits, and beverage terms.
We Welcome Your Comments
We would like to know your thoughts about professional table service and welcome your
comments on this third edition of The Professional Server: A Training Manual. Please address
comments to Marcella Giannasio, Associate Professor, Johnson & Wales University, 801 West
Trade Street, Charlotte, NC 28202, marcella.giannasio@JWU.edu
Relationship Management) application are discussed; and the convenience of employee scheduling
and communication including training with technology Table management applications, guest
paging, and online table reservations and restaurant websites are further reviewed.
Chapter 9—Dining Room Management—begins with discussing the responsibilities of the
maître d’ or host, followed by managing reservations, effectively greeting guests, and table
selection. Menu meetings, professional courtesies, responding to complaints, taking telephone
reservations and “take-out” orders, server supervision, and server training are all detailed in the
discussion of the important functions of dining room management.
Chapter 10, "Banquet, Catering and Buffet Service," defines the three distinct types of
service. The importance and value of an Event Plan Details work sheet is clearly explained in a
manner that covers all of the essential details for any planned banquet, catered, or buffet service
event. Such details as knowing the difference between "approximate, guaranteed, and confirmed"
number of guests; the differences between an open bar, cash bar, and open–cash combination bar;
understanding how to calculate a room's capacity for comfortable seating; and a knowledge of the
various accessory details that can be added to an event are discussed.
The Glossaries have been designed to provide the student with a quick reference source for
common menu terms; and wine, beer, spirits, and beverage terms.
We Welcome Your Comments
We would like to know your thoughts about professional table service and welcome your
comments on this third edition of The Professional Server: A Training Manual. Please address
comments to Marcella Giannasio, Associate Professor, Johnson & Wales University, 801 West
Trade Street, Charlotte, NC 28202, marcella.giannasio@JWU.edu
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CHAPTER 1
The Professional Server
Summary
The restaurant industry is an integral and growing part of American life, as shown by the
impressive facts and figures that describe the industry, such as over $780 billion in annual sales
and employing over 14 million people in 1 million restaurant locations. As a result, the number of
opportunities for the professional server continues to grow. A wide selection of advancement
opportunities exists within the restaurant industry, ranging from entry-level positions to actual
ownership. For individuals with the interest, talents, and enthusiasm, along with the willingness to
make a commitment to the industry, the income and professional development can be excellent.
The level of income that a professional server can earn will be increased or decreased by the
number of hours they are willing to work, and by the type of restaurant operation (ranging from
the fast-paced casual, casual table service to fine-dining table service).
The nature of the work allows the server to develop and exercise entrepreneurial skills by
offering a personalized service to customers. In addition, it advances one’s marketing talents
through the merchandising and upselling of food and beverage items. Servers may also have the
opportunity to be employed by a non-tipping restaurant that provides an equitable compensation
for all employees.
The advantages of being a server are many and include the following: time flexibility to
accommodate one’s lifestyle; flexible income; high potential hourly earnings; career and job
CHAPTER 1
The Professional Server
Summary
The restaurant industry is an integral and growing part of American life, as shown by the
impressive facts and figures that describe the industry, such as over $780 billion in annual sales
and employing over 14 million people in 1 million restaurant locations. As a result, the number of
opportunities for the professional server continues to grow. A wide selection of advancement
opportunities exists within the restaurant industry, ranging from entry-level positions to actual
ownership. For individuals with the interest, talents, and enthusiasm, along with the willingness to
make a commitment to the industry, the income and professional development can be excellent.
The level of income that a professional server can earn will be increased or decreased by the
number of hours they are willing to work, and by the type of restaurant operation (ranging from
the fast-paced casual, casual table service to fine-dining table service).
The nature of the work allows the server to develop and exercise entrepreneurial skills by
offering a personalized service to customers. In addition, it advances one’s marketing talents
through the merchandising and upselling of food and beverage items. Servers may also have the
opportunity to be employed by a non-tipping restaurant that provides an equitable compensation
for all employees.
The advantages of being a server are many and include the following: time flexibility to
accommodate one’s lifestyle; flexible income; high potential hourly earnings; career and job
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mobility; a meal provided during a work shift; physical exercise to keep fit; and the opportunity to
meet interesting people. The disadvantages often discourage people from entering the occupation,
and include the following: working weekends, nights, and holidays; physical, mental, and
psychological stress associated with the work; and in some cases the absence of good employee
benefits.
The qualifications of a successful server include competencies in the following areas: product
knowledge with a sound understanding of food and beverage items; service knowledge in being
able to provide each guest with a personalized service; a good sense of timing in serving the
ordered items; a pleasant personality with a likable manner and positive attitude; the ability to
support co-workers; a sense of humor coupled with the ability to handle the stress of the work; and
an honest and reliable work ethic.
Learning Objectives
As a result of successfully completing this chapter, readers will be able to:
1. Understand the economic importance of the restaurant industry.
2. Recognize the advancement opportunities within a restaurant and related career tracks.
3. Analyze income opportunities.
4. Know the range for a tipping standard.
5. Understand what “Getting Stiffed” means.
6. Understand how tip credit is applied.
7. Identify the factors associated with non-tipping restaurants.
mobility; a meal provided during a work shift; physical exercise to keep fit; and the opportunity to
meet interesting people. The disadvantages often discourage people from entering the occupation,
and include the following: working weekends, nights, and holidays; physical, mental, and
psychological stress associated with the work; and in some cases the absence of good employee
benefits.
The qualifications of a successful server include competencies in the following areas: product
knowledge with a sound understanding of food and beverage items; service knowledge in being
able to provide each guest with a personalized service; a good sense of timing in serving the
ordered items; a pleasant personality with a likable manner and positive attitude; the ability to
support co-workers; a sense of humor coupled with the ability to handle the stress of the work; and
an honest and reliable work ethic.
Learning Objectives
As a result of successfully completing this chapter, readers will be able to:
1. Understand the economic importance of the restaurant industry.
2. Recognize the advancement opportunities within a restaurant and related career tracks.
3. Analyze income opportunities.
4. Know the range for a tipping standard.
5. Understand what “Getting Stiffed” means.
6. Understand how tip credit is applied.
7. Identify the factors associated with non-tipping restaurants.
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8. Understand the occupational advantages for professional servers.
9. Understand the occupational disadvantages for professional servers.
10. Recognize the challenges for the restaurant industry.
11. Identify professional server job qualifications.
12. Recognize the value of not making an incorrect judgement based upon a guest’s
appearance.
Discussion Questions and Exercises
1. Discuss the economic importance of the restaurant industry by identifying some statistics
that were compiled by the National Restaurant Association.
The restaurant industry is the second largest private sector industry in the United States
and is responsible for generating over $780 billion in annual sales, employing over 14 million
people in 1 million restaurant locations and outpacing the national average in job growth. The
industry is expected to create 1.7 million new jobs by 2026.
2. Discuss potential career advancement opportunities within a typical restaurant
operation.
Refer to Table 1.1, Available Advancement Positions, which reflects the available
advancement positions in a typical full-service restaurant.
3. Identify 10 different restaurant-related career track options.
Refer to Table 1.2, Restaurant-Related Career Tracks.
4. Name the two sources of income for a professional server.
8. Understand the occupational advantages for professional servers.
9. Understand the occupational disadvantages for professional servers.
10. Recognize the challenges for the restaurant industry.
11. Identify professional server job qualifications.
12. Recognize the value of not making an incorrect judgement based upon a guest’s
appearance.
Discussion Questions and Exercises
1. Discuss the economic importance of the restaurant industry by identifying some statistics
that were compiled by the National Restaurant Association.
The restaurant industry is the second largest private sector industry in the United States
and is responsible for generating over $780 billion in annual sales, employing over 14 million
people in 1 million restaurant locations and outpacing the national average in job growth. The
industry is expected to create 1.7 million new jobs by 2026.
2. Discuss potential career advancement opportunities within a typical restaurant
operation.
Refer to Table 1.1, Available Advancement Positions, which reflects the available
advancement positions in a typical full-service restaurant.
3. Identify 10 different restaurant-related career track options.
Refer to Table 1.2, Restaurant-Related Career Tracks.
4. Name the two sources of income for a professional server.
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Wages and tips.
5. What are the three critical variables that the server controls that directly impact their
earnings?
1. The desire to serve — genuinely and sincerely wanting to create a pleasant dining experience
for all your guests. Reading what your guest needs from you, through observation and
timeliness.
2. Personalized service — consistently creating and delivering a distinctively personalized
service that increase tip percentages through perceived value.
3. Marketing skills — suggestively selling items such as appetizers, beverages, and desserts to
increase the dollar amount of guest checks. Guiding guest through the offerings of the
restaurant and exceeding expectations.
6. If the average daily total guest check sales for a server in a fine-dining table service
restaurant is $2,400 and a server worked 5 days, 40 hours per week at minimum wage
and with tip credit applied and earned a 15 percent tip average, what would be her
annual income? Refer to Table 1.4, Potential Server Earnings.
$2,400 x 5 days a week = $12,000 per week x 50 weeks = $600,000 Annual Sales
$600,000 x 0.15 percent tip average = $90,000 Annual Tip Income
40 hours per week x 50 weeks = 2,000 Annual Hours
$90,000 ÷ 2,000 = $45.00 per hour in tips + $2.13 per hour in wages = $47.13 Per Hour
$47.13 per hour x 2,000 annual hours = $94,260 Annual Income with Tip Credit Applied
Wages and tips.
5. What are the three critical variables that the server controls that directly impact their
earnings?
1. The desire to serve — genuinely and sincerely wanting to create a pleasant dining experience
for all your guests. Reading what your guest needs from you, through observation and
timeliness.
2. Personalized service — consistently creating and delivering a distinctively personalized
service that increase tip percentages through perceived value.
3. Marketing skills — suggestively selling items such as appetizers, beverages, and desserts to
increase the dollar amount of guest checks. Guiding guest through the offerings of the
restaurant and exceeding expectations.
6. If the average daily total guest check sales for a server in a fine-dining table service
restaurant is $2,400 and a server worked 5 days, 40 hours per week at minimum wage
and with tip credit applied and earned a 15 percent tip average, what would be her
annual income? Refer to Table 1.4, Potential Server Earnings.
$2,400 x 5 days a week = $12,000 per week x 50 weeks = $600,000 Annual Sales
$600,000 x 0.15 percent tip average = $90,000 Annual Tip Income
40 hours per week x 50 weeks = 2,000 Annual Hours
$90,000 ÷ 2,000 = $45.00 per hour in tips + $2.13 per hour in wages = $47.13 Per Hour
$47.13 per hour x 2,000 annual hours = $94,260 Annual Income with Tip Credit Applied
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7. Identify three factors that can affect a server’s income.
1. Working more or fewer hours.
2. Shifts worked: breakfast, lunch, or dinner.
3. Weekday or weekend shifts that are typically busier.
4. Banquet or special functions.
5. Weather conditions that slow business.
6. Holidays such as Mother’s Day or Valentine’s Day.
7. Seasonal fluctuations in customer counts.
8. Tip pooling. This (where legally allowed) occurs when all tips go into one pot and are
divided equally among the servers and server’s assistants/bussers.
9. Tipping out other positions. Under this system, a percentage or specific amount goes to
any one or a mix of the following positions: host, bartender, cocktail servers, or server’s
assistants/bussers.
8. What is the current national tipping standard range for table service?
15–20 percent of the meal’s cost, excluding taxes. Tipping over 15 percent is quite acceptable
and in certain establishments can average 20–30 percent.
9. Explain what happens when a server experiences the “penalty” of getting stiffed.
A server does not receive a tip as a result of a guest’s dissatisfaction.
10. What is the minimum cash wage per hour when the federal minimum wage is applied for
employee tip credit?
7. Identify three factors that can affect a server’s income.
1. Working more or fewer hours.
2. Shifts worked: breakfast, lunch, or dinner.
3. Weekday or weekend shifts that are typically busier.
4. Banquet or special functions.
5. Weather conditions that slow business.
6. Holidays such as Mother’s Day or Valentine’s Day.
7. Seasonal fluctuations in customer counts.
8. Tip pooling. This (where legally allowed) occurs when all tips go into one pot and are
divided equally among the servers and server’s assistants/bussers.
9. Tipping out other positions. Under this system, a percentage or specific amount goes to
any one or a mix of the following positions: host, bartender, cocktail servers, or server’s
assistants/bussers.
8. What is the current national tipping standard range for table service?
15–20 percent of the meal’s cost, excluding taxes. Tipping over 15 percent is quite acceptable
and in certain establishments can average 20–30 percent.
9. Explain what happens when a server experiences the “penalty” of getting stiffed.
A server does not receive a tip as a result of a guest’s dissatisfaction.
10. What is the minimum cash wage per hour when the federal minimum wage is applied for
employee tip credit?
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$2.13 per hour.
11. Who is responsible for IRS tip income reporting?
The restaurant owner.
12. List three advantages of non-tipping restaurants.
1. Servers will have a higher hourly wage.
2. Servers will be able to budget more accurately because of a consistent wage.
3. Eliminating IRS Tip Reporting.
4. Rewards senior staff, who can earn promotions and wage increases.
5. Compensates all restaurant employees equitably for their work.
13. List three disadvantages of non-tipping restaurants.
1. Servers do not have as much control of their income.
2. Servers will be paid the same regardless of sales and work load (busy or slow
days/shifts).
3. Standards of service must be maintained through measureable standards and ongoing
training.
4. Servers are not immediately rewarded for their hard work
14. Identify seven occupational advantages for professional servers.
1. Time flexibility
2. High hourly wages
3. Job mobility
$2.13 per hour.
11. Who is responsible for IRS tip income reporting?
The restaurant owner.
12. List three advantages of non-tipping restaurants.
1. Servers will have a higher hourly wage.
2. Servers will be able to budget more accurately because of a consistent wage.
3. Eliminating IRS Tip Reporting.
4. Rewards senior staff, who can earn promotions and wage increases.
5. Compensates all restaurant employees equitably for their work.
13. List three disadvantages of non-tipping restaurants.
1. Servers do not have as much control of their income.
2. Servers will be paid the same regardless of sales and work load (busy or slow
days/shifts).
3. Standards of service must be maintained through measureable standards and ongoing
training.
4. Servers are not immediately rewarded for their hard work
14. Identify seven occupational advantages for professional servers.
1. Time flexibility
2. High hourly wages
3. Job mobility
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4. Minimal clothing expense
5. Meal benefit
6. Physical fitness
7. Opportunity to meet interesting people
8. Entrepreneurial experience
9. Work unity
10. Sales training
15. List three occupational disadvantages of professional servers.
1. Working weekends, nights, and holidays
2. Work stress
3. Limited employee benefits
4. Lost income
16. What remains the biggest challenge for the restaurant industry?
The employee turnover rate remains quite high, topping over 70 percent for hourly wage and
salary positions according to the National Restaurant Association.
17. Describe 10 qualities within the list of job qualifications that an individual should have
in order to be a successful server.
1. Education — the ability to quickly learn on the job.
2. Intelligence — the ability to be alert and mentally sharp at all times.
3. Product Knowledge — to understand the menu descriptions of the food
4. Minimal clothing expense
5. Meal benefit
6. Physical fitness
7. Opportunity to meet interesting people
8. Entrepreneurial experience
9. Work unity
10. Sales training
15. List three occupational disadvantages of professional servers.
1. Working weekends, nights, and holidays
2. Work stress
3. Limited employee benefits
4. Lost income
16. What remains the biggest challenge for the restaurant industry?
The employee turnover rate remains quite high, topping over 70 percent for hourly wage and
salary positions according to the National Restaurant Association.
17. Describe 10 qualities within the list of job qualifications that an individual should have
in order to be a successful server.
1. Education — the ability to quickly learn on the job.
2. Intelligence — the ability to be alert and mentally sharp at all times.
3. Product Knowledge — to understand the menu descriptions of the food
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and beverage items in order to guide guests through menu selections.
4. Service Knowledge — requires training (usually on the job) and
experience to gain practice at understanding and exceeding basic tasks.
5. Timing and Attention to Details — requires the conscious ability to
always be observing the table with a mental checklist of items that a guest may
need.
6. Personality — a pleasant manner and enjoy people.
7. Initiative — a take charge ability of the station (tables) and recognize
when and what kind of service customers need and perform that service with a
sense of urgency in every detail.
8. Positive Attitude — a positive “professional attitude” can generate
positive, wonderful results.
9. Teamwork Ability — a willingness to work cooperatively with others
in a fast-paced work environment that supports a common goal of providing the
highest quality of guest service.
10. Good Manners — the understanding and ability to demonstrate the
social skills of being polite, courteous, and respectful to coworkers and guests.
11. Professional Appearance — which begins with a uniform that is clean, pressed,
and fits properly.
12. Honesty — when handling guest payment transactions, when sharing
tips, and when equally sharing work responsibilities.
and beverage items in order to guide guests through menu selections.
4. Service Knowledge — requires training (usually on the job) and
experience to gain practice at understanding and exceeding basic tasks.
5. Timing and Attention to Details — requires the conscious ability to
always be observing the table with a mental checklist of items that a guest may
need.
6. Personality — a pleasant manner and enjoy people.
7. Initiative — a take charge ability of the station (tables) and recognize
when and what kind of service customers need and perform that service with a
sense of urgency in every detail.
8. Positive Attitude — a positive “professional attitude” can generate
positive, wonderful results.
9. Teamwork Ability — a willingness to work cooperatively with others
in a fast-paced work environment that supports a common goal of providing the
highest quality of guest service.
10. Good Manners — the understanding and ability to demonstrate the
social skills of being polite, courteous, and respectful to coworkers and guests.
11. Professional Appearance — which begins with a uniform that is clean, pressed,
and fits properly.
12. Honesty — when handling guest payment transactions, when sharing
tips, and when equally sharing work responsibilities.
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13. Sense of Humor — in order to survive the daily stresses of the job.
14. Reliability — begins with being on tome for work, providing prompt
service to guests, and completing all assigned tasks.
18. Among the job qualifications for a professional server is timing and attention to details.
Explain exactly what is required to be effective with appropriate timing and identify
several of the details that a professional server must attend to.
There is nothing more important than timing and attention to detail when serving tables.
It begins with getting ready on time. There needs to be a sense of urgency the minute a
service employee walks in the door. Every detail must be finished and double-checked
prior to opening for a shift. All work should be completed fully and accurately to ensure a
successful meal period. If corners are cut or time is neglected, a shift can be chaotic and
service will suffer. Every detail, regardless of how small, contributes to a positive guest
experience. Table service itself should flow in a natural sequence and feel effortless. It
takes training and practice to acquire the proper skills of timing during the dining
experience. Observation skills can be extremely important while servicing a meal. It
allows the server to accommodate a guest needs without verbal interaction.
19. What are the consequences when a server inappropriately judges a guest’s appearance?
Refer to Restaurant Reality: Never Judge a Book by Its Cover. There is the possibility of
losing customers by alienating them and there can be a missed opportunity to earn an above
average tip.
20. Think about an unpleasant experience from a server that you may have encountered, and
then describe how you had reacted to that experience.
13. Sense of Humor — in order to survive the daily stresses of the job.
14. Reliability — begins with being on tome for work, providing prompt
service to guests, and completing all assigned tasks.
18. Among the job qualifications for a professional server is timing and attention to details.
Explain exactly what is required to be effective with appropriate timing and identify
several of the details that a professional server must attend to.
There is nothing more important than timing and attention to detail when serving tables.
It begins with getting ready on time. There needs to be a sense of urgency the minute a
service employee walks in the door. Every detail must be finished and double-checked
prior to opening for a shift. All work should be completed fully and accurately to ensure a
successful meal period. If corners are cut or time is neglected, a shift can be chaotic and
service will suffer. Every detail, regardless of how small, contributes to a positive guest
experience. Table service itself should flow in a natural sequence and feel effortless. It
takes training and practice to acquire the proper skills of timing during the dining
experience. Observation skills can be extremely important while servicing a meal. It
allows the server to accommodate a guest needs without verbal interaction.
19. What are the consequences when a server inappropriately judges a guest’s appearance?
Refer to Restaurant Reality: Never Judge a Book by Its Cover. There is the possibility of
losing customers by alienating them and there can be a missed opportunity to earn an above
average tip.
20. Think about an unpleasant experience from a server that you may have encountered, and
then describe how you had reacted to that experience.
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Solicit student responses in class discussion or as a written assignment.
21. Visit the National Restaurant Association website (www.restaurant.org) and report the
statistics that support the restaurant industry in being a champion of diversity.
The up-to-date statistics will be found in the Industry Impact section of the website.
Employing America category will highlight the most recent activities and reports on the annual
Faces of Diversity Awards program.
22. Discuss an example of personalized service that you have experienced or observed from
a professional server.
Solicit student responses in class discussion or as a written assignment.
23. Interview a professional server and ask what they like and dislike about the occupation.
Write down the responses and report to the class.
To responses may vary according to the type of restaurant and the level of service rendered.
24. Has your opinion of the professional server occupation changed after having read this
chapter? If so, describe the change.
Solicit student responses in class discussion or as a written assignment.
Solicit student responses in class discussion or as a written assignment.
21. Visit the National Restaurant Association website (www.restaurant.org) and report the
statistics that support the restaurant industry in being a champion of diversity.
The up-to-date statistics will be found in the Industry Impact section of the website.
Employing America category will highlight the most recent activities and reports on the annual
Faces of Diversity Awards program.
22. Discuss an example of personalized service that you have experienced or observed from
a professional server.
Solicit student responses in class discussion or as a written assignment.
23. Interview a professional server and ask what they like and dislike about the occupation.
Write down the responses and report to the class.
To responses may vary according to the type of restaurant and the level of service rendered.
24. Has your opinion of the professional server occupation changed after having read this
chapter? If so, describe the change.
Solicit student responses in class discussion or as a written assignment.
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CHAPTER 2
Professional Appearance
Summary
Servers must always be in good health. No server, while infected with a communicable disease,
should be allowed to work in a restaurant establishment in any capacity. The potential to
contaminate food and food-contact surfaces, and to transmit the disease to other persons, is too
great.
The server is in contact with customers at all times; therefore, their personal appearance is
important. A good appearance is necessary to project the image of good service, quality food, and
a pleasant atmosphere, which begins with taking proper care of oneself. The following personal
grooming standards are basic for servers: bathing and deodorants, hair care, skin care, cosmetics,
beards and moustaches, teeth and breath, hands and fingernails, and foot care.
The server should always convey positive body language, and stand and walk with poise and
self-confidence. Poor posture detracts from the server’s appearance. The way that a server walks
and carries themselves is almost as important as the way they speak and look.
Most restaurants require servers to wear a special uniform and/or apron. If the restaurant does
not require a specific uniform or apron, the server should select the type of clothing that projects
a professional image. The server should have enough uniforms to allow for daily changes. A clean,
fresh uniform is essential for good sanitation.
Shoes are a significant part of the server uniform and should be selected for style, appearance,
safety, and most of all total comfort. Slip-resistant footwear is increasingly popular, as the number
CHAPTER 2
Professional Appearance
Summary
Servers must always be in good health. No server, while infected with a communicable disease,
should be allowed to work in a restaurant establishment in any capacity. The potential to
contaminate food and food-contact surfaces, and to transmit the disease to other persons, is too
great.
The server is in contact with customers at all times; therefore, their personal appearance is
important. A good appearance is necessary to project the image of good service, quality food, and
a pleasant atmosphere, which begins with taking proper care of oneself. The following personal
grooming standards are basic for servers: bathing and deodorants, hair care, skin care, cosmetics,
beards and moustaches, teeth and breath, hands and fingernails, and foot care.
The server should always convey positive body language, and stand and walk with poise and
self-confidence. Poor posture detracts from the server’s appearance. The way that a server walks
and carries themselves is almost as important as the way they speak and look.
Most restaurants require servers to wear a special uniform and/or apron. If the restaurant does
not require a specific uniform or apron, the server should select the type of clothing that projects
a professional image. The server should have enough uniforms to allow for daily changes. A clean,
fresh uniform is essential for good sanitation.
Shoes are a significant part of the server uniform and should be selected for style, appearance,
safety, and most of all total comfort. Slip-resistant footwear is increasingly popular, as the number
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of slips and falls has been reduced with these types of shoes. An investment in a pair of good-
quality shoes pays for itself in a very short period of time.
Learning Objectives
As a result of successfully completing this chapter, readers will be able to:
1. Learn guidelines for maintaining good professional server health.
2. Learn good personal grooming standards for improving on-the-job professional
server appearance.
3. Identify the personal grooming guidelines that are basic for servers.
4. Understand the value and importance of good body language, poise, and posture.
5. Know the importance of always wearing a clean fresh uniform each day.
6. Know the characteristics of a quality pair of work shoes.
Discussion Questons and Exercises
1. Why is server health so important for the restaurant industry?
The health of servers is critical. Poor health in the restaurant industry can create a food-
borne illness outbreak that may require a hospital stay or even be fatal.
2. What does a server’s personal appearance reveal to guests?
Your personal appearance will reveal important characteristics of your personality and
attitude, because while you are in contact with your guests, they will be judging you.
Remember, as a server, you are on stage at all times.
of slips and falls has been reduced with these types of shoes. An investment in a pair of good-
quality shoes pays for itself in a very short period of time.
Learning Objectives
As a result of successfully completing this chapter, readers will be able to:
1. Learn guidelines for maintaining good professional server health.
2. Learn good personal grooming standards for improving on-the-job professional
server appearance.
3. Identify the personal grooming guidelines that are basic for servers.
4. Understand the value and importance of good body language, poise, and posture.
5. Know the importance of always wearing a clean fresh uniform each day.
6. Know the characteristics of a quality pair of work shoes.
Discussion Questons and Exercises
1. Why is server health so important for the restaurant industry?
The health of servers is critical. Poor health in the restaurant industry can create a food-
borne illness outbreak that may require a hospital stay or even be fatal.
2. What does a server’s personal appearance reveal to guests?
Your personal appearance will reveal important characteristics of your personality and
attitude, because while you are in contact with your guests, they will be judging you.
Remember, as a server, you are on stage at all times.
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3. How does a server ensure good grooming?
The way to ensure good grooming is to check yourself in the mirror.
4. List 10 basic grooming guidelines that should be followed by servers.
1. Bathing and Deodorants Good personal hygiene begins with daily bathing and the use
of unscented deodorants or antiperspirants. Offensive body odors caused by poor
personal hygiene can cause coworkers and guests to complain to the management.
Offended guests may choose never to return.
2. Hair Care The server should always have clean and fresh-smelling hair that is controlled
in order to prevent hair from contacting or falling into food or onto food-contact surfaces.
Servers should avoid fixing or touching their hair while in view of customers, and should
wash their hands after coming in direct contact with their hair.
3. Skin Care When experiencing problems with skin—acne, or dry or oily skin—the server
should take appropriate measures to control them. Servers should never scratch dry
or itchy areas of the body in view of guests. Proper care of the skin requires cleanliness
and protection.
4. Cosmetics The proper use of cosmetics can enhance one’s appearance and overuse can
detract from it. If the appropriate selection and application of cosmetics becomes a concern,
the server should consult a cosmetic specialist.
5. Fragrances The use of any fragrance may be offensive to some coworkers and guests, and
make those who suffer from severe allergies sick. Fragrances can also distract from the
natural aromas of the food being served and should not be used while at work.
6. Beards and Moustaches A well-shaped clean beard or moustache can be very attractive
3. How does a server ensure good grooming?
The way to ensure good grooming is to check yourself in the mirror.
4. List 10 basic grooming guidelines that should be followed by servers.
1. Bathing and Deodorants Good personal hygiene begins with daily bathing and the use
of unscented deodorants or antiperspirants. Offensive body odors caused by poor
personal hygiene can cause coworkers and guests to complain to the management.
Offended guests may choose never to return.
2. Hair Care The server should always have clean and fresh-smelling hair that is controlled
in order to prevent hair from contacting or falling into food or onto food-contact surfaces.
Servers should avoid fixing or touching their hair while in view of customers, and should
wash their hands after coming in direct contact with their hair.
3. Skin Care When experiencing problems with skin—acne, or dry or oily skin—the server
should take appropriate measures to control them. Servers should never scratch dry
or itchy areas of the body in view of guests. Proper care of the skin requires cleanliness
and protection.
4. Cosmetics The proper use of cosmetics can enhance one’s appearance and overuse can
detract from it. If the appropriate selection and application of cosmetics becomes a concern,
the server should consult a cosmetic specialist.
5. Fragrances The use of any fragrance may be offensive to some coworkers and guests, and
make those who suffer from severe allergies sick. Fragrances can also distract from the
natural aromas of the food being served and should not be used while at work.
6. Beards and Moustaches A well-shaped clean beard or moustache can be very attractive
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and can enhance a man’s appearance, but it needs to be washed and trimmed daily.
7. Teeth and Breath Good oral hygiene is maintained by frequent tooth-brushing and
flossing. A smile is always complemented by clean teeth and fresh breath. Breath
fresheners should be used as needed. The chewing of gum should be avoided in order to
maintain a professional image. Smoking should not be permitted during working hours.
The smell of smoke in clothes and on one’s breath can be offensive to guests.
8. Hands and Fingernails The hands and fingernails of a server should always be
immaculately clean and properly maintained. Servers must thoroughly wash their hands and
the exposed portions of their arms with soap and warm water for at least 20 seconds before
starting work, during work as often as necessary to keep them clean, and after handling dirty
dishes and utensils, eating, drinking, using the toilet, or after performing a nonfoodservice
activity. During busy periods when a hand washing sink may not be available, an alternative
may be the use of a health department–approved hand sanitizer.
9. Foot Care The correct type of shoes will minimize foot fatigue. The server walks many
miles during the course of each shift. Therefore, it is essential to have well-fitting and
comfortable shoes. Rubber heels and soles are best for reducing slips and skids on wet
floors. Shoes should always be cleaned or polished and have clean laces. Clean socks for
the men and clean hose or tights for the women should be worn daily, free of runs, and in
a color that complements the uniform. The server may also find comfort in wearing support
hose designed to help relieve leg stress. Support stockings or hose are available in basic
black, brown, and navy blue for men and in a variety of shades for women.
10. Jewelry The jewelry worn by a server should be simple and should not interfere with
the performance of job functions. A plain watch, smooth ring, or small earrings are
and can enhance a man’s appearance, but it needs to be washed and trimmed daily.
7. Teeth and Breath Good oral hygiene is maintained by frequent tooth-brushing and
flossing. A smile is always complemented by clean teeth and fresh breath. Breath
fresheners should be used as needed. The chewing of gum should be avoided in order to
maintain a professional image. Smoking should not be permitted during working hours.
The smell of smoke in clothes and on one’s breath can be offensive to guests.
8. Hands and Fingernails The hands and fingernails of a server should always be
immaculately clean and properly maintained. Servers must thoroughly wash their hands and
the exposed portions of their arms with soap and warm water for at least 20 seconds before
starting work, during work as often as necessary to keep them clean, and after handling dirty
dishes and utensils, eating, drinking, using the toilet, or after performing a nonfoodservice
activity. During busy periods when a hand washing sink may not be available, an alternative
may be the use of a health department–approved hand sanitizer.
9. Foot Care The correct type of shoes will minimize foot fatigue. The server walks many
miles during the course of each shift. Therefore, it is essential to have well-fitting and
comfortable shoes. Rubber heels and soles are best for reducing slips and skids on wet
floors. Shoes should always be cleaned or polished and have clean laces. Clean socks for
the men and clean hose or tights for the women should be worn daily, free of runs, and in
a color that complements the uniform. The server may also find comfort in wearing support
hose designed to help relieve leg stress. Support stockings or hose are available in basic
black, brown, and navy blue for men and in a variety of shades for women.
10. Jewelry The jewelry worn by a server should be simple and should not interfere with
the performance of job functions. A plain watch, smooth ring, or small earrings are
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acceptable and reflect a conservative image that does not bring attention to the server
wearing it. When jewelry is large, ornate, or dangling, it becomes awkward and potentially
hazardous if coming into contact with food or restaurant equipment. Such jewelry may be
displeasing to some restaurant guests.
5. What are some of the proper procedures a server should follow for maintaining their
hair?
When hair is uncontrolled, it can be difficult to manage and distracting when serving food.
The professional server will have her hair styled and the hairstylist can recommend a hairstyle
that is attractive and easy to take care of. The hair should not be too long and preferably not
go below the shirt collar. However, long hair should be restrained in a ponytail, twist, or
hairnet.
6. Discuss the importance of good body language, poise, and posture.
Body language can convey positive or negative impressions to the guest. A server should
always be aware of their nonverbal communication. It is very easy for a guest to read a server’s
willingness and enthusiasm to serve them, through their body language. The guest’s perception
of a server is critical to a pleasant dining experience and repeat business; therefore, it is
important to be aware of body language.
The professional server is always on display and should stand and walk with poise and
self-confidence. By moving more gracefully, confidently, and efficiently, the server will
not only make a better impression, but also conserve energy for a hardworking day ahead.
7. What is an adequate number of uniforms and aprons for a server working five days a
week?
acceptable and reflect a conservative image that does not bring attention to the server
wearing it. When jewelry is large, ornate, or dangling, it becomes awkward and potentially
hazardous if coming into contact with food or restaurant equipment. Such jewelry may be
displeasing to some restaurant guests.
5. What are some of the proper procedures a server should follow for maintaining their
hair?
When hair is uncontrolled, it can be difficult to manage and distracting when serving food.
The professional server will have her hair styled and the hairstylist can recommend a hairstyle
that is attractive and easy to take care of. The hair should not be too long and preferably not
go below the shirt collar. However, long hair should be restrained in a ponytail, twist, or
hairnet.
6. Discuss the importance of good body language, poise, and posture.
Body language can convey positive or negative impressions to the guest. A server should
always be aware of their nonverbal communication. It is very easy for a guest to read a server’s
willingness and enthusiasm to serve them, through their body language. The guest’s perception
of a server is critical to a pleasant dining experience and repeat business; therefore, it is
important to be aware of body language.
The professional server is always on display and should stand and walk with poise and
self-confidence. By moving more gracefully, confidently, and efficiently, the server will
not only make a better impression, but also conserve energy for a hardworking day ahead.
7. What is an adequate number of uniforms and aprons for a server working five days a
week?
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The server should have enough uniforms and aprons to allow for daily changes. If a server
is scheduled to work five days each week, then three uniforms and aprons would be
appropriate, allowing the server to wear a clean uniform each day.
8. What should the server look for when purchasing a quality pair of work shoes?
Shoes should be selected for style, appearance, safety, and most of all total comfort. Shoes
that have ergonomically designed shock-absorbent cushioned insoles, slip resistant outsoles to
prevent slips and falls, and full-grain leather uppers are readily available and competitively
priced.
9. If a server comes to work with a cough, and occasional sneeze, how should management
respond?
A server cannot successfully work with a coughing and sneezing problem in view
of customers, and should not be allowed to serve food. If a server suffers during an allergy
season, the coughing and sneezing must be controlled with the proper allergy medication.
“A server cannot successfully work with a coughing and sneezing problem in view of
guests.”
10. Discuss a positive or negative grooming issue that as a restaurant guest affected your
dining experience.
Solicit student responses in class discussion or as a written assignment.
11. Name three restaurants within your community that are noted for a professional server
staff and impressive server uniforms and aprons.
Solicit student responses in class discussion or as a written assignment.
12. Visit a restaurant of your choice and observe the servers in relation to what you have
The server should have enough uniforms and aprons to allow for daily changes. If a server
is scheduled to work five days each week, then three uniforms and aprons would be
appropriate, allowing the server to wear a clean uniform each day.
8. What should the server look for when purchasing a quality pair of work shoes?
Shoes should be selected for style, appearance, safety, and most of all total comfort. Shoes
that have ergonomically designed shock-absorbent cushioned insoles, slip resistant outsoles to
prevent slips and falls, and full-grain leather uppers are readily available and competitively
priced.
9. If a server comes to work with a cough, and occasional sneeze, how should management
respond?
A server cannot successfully work with a coughing and sneezing problem in view
of customers, and should not be allowed to serve food. If a server suffers during an allergy
season, the coughing and sneezing must be controlled with the proper allergy medication.
“A server cannot successfully work with a coughing and sneezing problem in view of
guests.”
10. Discuss a positive or negative grooming issue that as a restaurant guest affected your
dining experience.
Solicit student responses in class discussion or as a written assignment.
11. Name three restaurants within your community that are noted for a professional server
staff and impressive server uniforms and aprons.
Solicit student responses in class discussion or as a written assignment.
12. Visit a restaurant of your choice and observe the servers in relation to what you have
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learned in this chapter. Write a one-page summary of your observations.
Review written assignments and return to students with appropriate comments.
CHAPTER 3
Table Service, Table Settings, and Napkin Presentations
Summary
There are five distinctively different methods of serving food. These methods are often referred to
as service styles, and are as follows: American Service, Butler Service, English Service, Russian
Service, and French Service. It is important to recognize that many restaurants have developed
their own service style that includes various features from the different methods. This is typically
done in order to accommodate the menu, atmosphere, image of the restaurant, and the nature of
the clientele. Therefore, many contemporary service styles have evolved in today’s restaurant
environment. Other types of service include family service, counter service, banquet service, and
room service.
The knowledge of the various items that could be included in salad bars along with how
desserts could be presented on dessert tables and trays is essential for the server. To correctly place
and position a tablecloth, and when place mats are used (along with the correct number of salt and
pepper shakers and sugar and creamers to bring to a table) are all the details a server must know.
The different ways of serving bread and butter should also be understood.
Server training begins with an understanding and demonstrated ability of how to prepare
learned in this chapter. Write a one-page summary of your observations.
Review written assignments and return to students with appropriate comments.
CHAPTER 3
Table Service, Table Settings, and Napkin Presentations
Summary
There are five distinctively different methods of serving food. These methods are often referred to
as service styles, and are as follows: American Service, Butler Service, English Service, Russian
Service, and French Service. It is important to recognize that many restaurants have developed
their own service style that includes various features from the different methods. This is typically
done in order to accommodate the menu, atmosphere, image of the restaurant, and the nature of
the clientele. Therefore, many contemporary service styles have evolved in today’s restaurant
environment. Other types of service include family service, counter service, banquet service, and
room service.
The knowledge of the various items that could be included in salad bars along with how
desserts could be presented on dessert tables and trays is essential for the server. To correctly place
and position a tablecloth, and when place mats are used (along with the correct number of salt and
pepper shakers and sugar and creamers to bring to a table) are all the details a server must know.
The different ways of serving bread and butter should also be understood.
Server training begins with an understanding and demonstrated ability of how to prepare
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correct table settings for breakfast, lunch, dinner, and a formal dinner prior to and as a meal is
served. Also, the correct sanitary handling of flatware, glassware, and cups must be understood
and adhered to.
Napkin folding is an integral part of a server’s functions; therefore, the server should be
acquainted with the most commonly used napkin folds and have a demonstrated ability to perform
the folds.
Learning Objectives
As a result of successfully completing this chapter, readers will be able to:
1. Understand and explain the five distinctive methods of service styles.
2. Explain how “service teams” function in fine-dining restaurants.
3. Describe the functions of family service, counter service, banquet service, and
room service.
4. Know the range of foods that can be offered on salad bars.
5. Explain how dessert tables and trays function.
6. Explain the proper placement of a tablecloth on a table being prepared to serve
guests.
7. Understand when place mats are used.
8. Determine how many salt and pepper shakers to place at each table and when they
should be removed, along with how many sugar and creamer sets to place on the
correct table settings for breakfast, lunch, dinner, and a formal dinner prior to and as a meal is
served. Also, the correct sanitary handling of flatware, glassware, and cups must be understood
and adhered to.
Napkin folding is an integral part of a server’s functions; therefore, the server should be
acquainted with the most commonly used napkin folds and have a demonstrated ability to perform
the folds.
Learning Objectives
As a result of successfully completing this chapter, readers will be able to:
1. Understand and explain the five distinctive methods of service styles.
2. Explain how “service teams” function in fine-dining restaurants.
3. Describe the functions of family service, counter service, banquet service, and
room service.
4. Know the range of foods that can be offered on salad bars.
5. Explain how dessert tables and trays function.
6. Explain the proper placement of a tablecloth on a table being prepared to serve
guests.
7. Understand when place mats are used.
8. Determine how many salt and pepper shakers to place at each table and when they
should be removed, along with how many sugar and creamer sets to place on the
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table and when to place them, whenever coffee or tea is served.
9. Explain the different ways that bread and butter can be served.
10. Understand how to place side dishes and condiments on a table.
11. Explain and demonstrate correct flatware placement.
12. Describe and demonstrate correct glassware placement.
13. Explain traditional breakfast, lunch, dinner, and formal dinner table settings.
14. Demonstrate a range of napkin folds.
Discussion Questions and Exercises
1. Contrast the similarities and differences between the five distinct methods of serving
food, often referred to as service styles.
Refer to Table 3.1, Comparison of Services.
2. How many tables would a server usually be responsible for in a casual-style
restaurant with American Service?
Four to six tables.
3. Explain the typical functions of a service team in a fine-dining restaurant.
When applying this type of service, servers have specifically defined jobs to give
broad coverage to the dining room. A service team can consist of three or more servers.
There is commonly a front and a back server and a server’s assistant; there may be a
Sommelier who would be responsible for wine or a Barista responsible for specialty
table and when to place them, whenever coffee or tea is served.
9. Explain the different ways that bread and butter can be served.
10. Understand how to place side dishes and condiments on a table.
11. Explain and demonstrate correct flatware placement.
12. Describe and demonstrate correct glassware placement.
13. Explain traditional breakfast, lunch, dinner, and formal dinner table settings.
14. Demonstrate a range of napkin folds.
Discussion Questions and Exercises
1. Contrast the similarities and differences between the five distinct methods of serving
food, often referred to as service styles.
Refer to Table 3.1, Comparison of Services.
2. How many tables would a server usually be responsible for in a casual-style
restaurant with American Service?
Four to six tables.
3. Explain the typical functions of a service team in a fine-dining restaurant.
When applying this type of service, servers have specifically defined jobs to give
broad coverage to the dining room. A service team can consist of three or more servers.
There is commonly a front and a back server and a server’s assistant; there may be a
Sommelier who would be responsible for wine or a Barista responsible for specialty
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coffees, espresso, and spirited coffee drinks. Simply stated, the front server is assigned all
the tasks that require full guest contact, including taking an order, suggesting menu items,
and interacting with the guest so that all their expectations are met. The back server will
pick up drinks from the bar, deliver food from the kitchen, and place any flatware that is
necessary prior to each course being served. The server’s assistant, often referred to as the
SA, pours water, brings or serves bread, and removes plates from the table as guests finish
eating.
4. When is Butler Service used?
This type of service is provided during a cocktail party or during the cocktail portion of a
banquet or catered event.
5. Explain the difference between English Service and Modified English Service.
English Service: The host carves and passes the plate to the co-host or closest guest. The
food is served on platters or in soup tureens.
Modified English Service: A server carves protein for the guest, and the guest then serves
himself the sides. The food is placed by the server to the guest’s left. The food is served on
a plate.
6. When is a guéridon cart used by a server?
The guéridon cart is used so that a server can cook and plate food in front of the guest.
7. Explain how counter service functions.
The counter server will typically be assigned 12-18 seats depending upon the menu and
how quickly the seats turn over. The table settings will vary from no setting at all until the
customer arrives or orders to a paper napkin with a fork, knife (blade turned toward fork), and
coffees, espresso, and spirited coffee drinks. Simply stated, the front server is assigned all
the tasks that require full guest contact, including taking an order, suggesting menu items,
and interacting with the guest so that all their expectations are met. The back server will
pick up drinks from the bar, deliver food from the kitchen, and place any flatware that is
necessary prior to each course being served. The server’s assistant, often referred to as the
SA, pours water, brings or serves bread, and removes plates from the table as guests finish
eating.
4. When is Butler Service used?
This type of service is provided during a cocktail party or during the cocktail portion of a
banquet or catered event.
5. Explain the difference between English Service and Modified English Service.
English Service: The host carves and passes the plate to the co-host or closest guest. The
food is served on platters or in soup tureens.
Modified English Service: A server carves protein for the guest, and the guest then serves
himself the sides. The food is placed by the server to the guest’s left. The food is served on
a plate.
6. When is a guéridon cart used by a server?
The guéridon cart is used so that a server can cook and plate food in front of the guest.
7. Explain how counter service functions.
The counter server will typically be assigned 12-18 seats depending upon the menu and
how quickly the seats turn over. The table settings will vary from no setting at all until the
customer arrives or orders to a paper napkin with a fork, knife (blade turned toward fork), and
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teaspoon placed on top of the napkin and to the right of the counter seat as the customer would
be seated. The buss tubs are usually placed under the counters. The service pace is typically
fast and the server is required to be conscious of keeping the condiments full and wiped clean.
The guest check is given to the customer face down once the meal is served.
8. Describe the service procedure for room service.
The guests select from a room service menu and place their order through the hotel’s
website or over the telephone. The order is delivered to the room typically with 10-30 minutes
from the time the order is placed. The food is placed on a service tray or rolling table cart as shown
in Figure 3.3 and brought to the room from the kitchen by a server. Hot food plates are always
covered to keep the food warm. When the server arrives at the room, they knock on the door and
announce, “Room Service.” The server, once having been admitted to the room, will typically set
the table and serve the food.
9. When would Family Service typically be used?
This type of service is when the guests place their order and the food is served on
platters, in bowels, or in tureens that are placed on the table. Guests make their selection
and serve themselves using service utensils provided. This type of service can be used in a
causal setting such as a Chinese restaurant. It can also be applied to a more formal setting
such as a Classic Afternoon Tea or elegant Tapas with the use of a tiered three-plate stand.
10. List 10 different items that may be included on a salad bar.
Salads bars may include: 1. lettuce, 2. fresh vegetables, 3. fresh fruits, 4. sliced and grated
cheeses, 5. a variety of prepared salads, 6. anchovies, 7. pickled herring, 8. seasoned croutons,
9. bacon bits, 10. assorted crackers, and 11. bread sticks.
teaspoon placed on top of the napkin and to the right of the counter seat as the customer would
be seated. The buss tubs are usually placed under the counters. The service pace is typically
fast and the server is required to be conscious of keeping the condiments full and wiped clean.
The guest check is given to the customer face down once the meal is served.
8. Describe the service procedure for room service.
The guests select from a room service menu and place their order through the hotel’s
website or over the telephone. The order is delivered to the room typically with 10-30 minutes
from the time the order is placed. The food is placed on a service tray or rolling table cart as shown
in Figure 3.3 and brought to the room from the kitchen by a server. Hot food plates are always
covered to keep the food warm. When the server arrives at the room, they knock on the door and
announce, “Room Service.” The server, once having been admitted to the room, will typically set
the table and serve the food.
9. When would Family Service typically be used?
This type of service is when the guests place their order and the food is served on
platters, in bowels, or in tureens that are placed on the table. Guests make their selection
and serve themselves using service utensils provided. This type of service can be used in a
causal setting such as a Chinese restaurant. It can also be applied to a more formal setting
such as a Classic Afternoon Tea or elegant Tapas with the use of a tiered three-plate stand.
10. List 10 different items that may be included on a salad bar.
Salads bars may include: 1. lettuce, 2. fresh vegetables, 3. fresh fruits, 4. sliced and grated
cheeses, 5. a variety of prepared salads, 6. anchovies, 7. pickled herring, 8. seasoned croutons,
9. bacon bits, 10. assorted crackers, and 11. bread sticks.
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11. Explain two different ways that desserts can be presented on a dessert table.
Desserts may be plated or dessert plates may be at the dessert table for guests to plate the
dessert item they select.
12. How is a tablecloth placed on a table that is ready to be set for serving guests?
The tablecloth should always properly fit the table and drape approximately 1 inch above
the chairs where guests will be seated. Before table settings are placed, the tablecloth must
be clean and free of any spots or stains. The seam should face in.
13. When would place mats be used?
Place mats may be used for breakfast to clear and reset tables quickly or in casual dining
rooms.
14. How many salt and pepper shakers would be place on a table set for eight people?
Explain the general rule regarding the number of salt and pepper shakers to be set on a
table and when they should be removed.
A table set for eight people would require two sets of salt and pepper shakers. As a general
rule, one set of salt and pepper shakers per four to six persons, depending upon the menu.
Typically, they are removed after the main course.
15. When would sugar and creamers be placed on a table? How many would normally
be set?
Sugar bowls and creamers are placed just prior to coffee or tea being served. As a general
rule, a sugar bowl and creamer would be set for four to six persons having coffee or tea.
16. Describe three different ways that rolls and butter could be served to guests.
11. Explain two different ways that desserts can be presented on a dessert table.
Desserts may be plated or dessert plates may be at the dessert table for guests to plate the
dessert item they select.
12. How is a tablecloth placed on a table that is ready to be set for serving guests?
The tablecloth should always properly fit the table and drape approximately 1 inch above
the chairs where guests will be seated. Before table settings are placed, the tablecloth must
be clean and free of any spots or stains. The seam should face in.
13. When would place mats be used?
Place mats may be used for breakfast to clear and reset tables quickly or in casual dining
rooms.
14. How many salt and pepper shakers would be place on a table set for eight people?
Explain the general rule regarding the number of salt and pepper shakers to be set on a
table and when they should be removed.
A table set for eight people would require two sets of salt and pepper shakers. As a general
rule, one set of salt and pepper shakers per four to six persons, depending upon the menu.
Typically, they are removed after the main course.
15. When would sugar and creamers be placed on a table? How many would normally
be set?
Sugar bowls and creamers are placed just prior to coffee or tea being served. As a general
rule, a sugar bowl and creamer would be set for four to six persons having coffee or tea.
16. Describe three different ways that rolls and butter could be served to guests.
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1. A roll and slice of butter placed on a bread and butter plate for each guest prior
to their arrival.
2. Rolls in a basket and butter slices or balls in a dish for guests to serve
themselves. The rolls may be served warm.
3. Rolls and butter served to each guest by the server. This is typically done so
that the rolls can be served hot.
4. A small loaf of bread served on a cutting board with a bread knife,
accompanied by a dish with butter slices.
17. How would the side dishes and condiments typically be placed on a table?
Side dishes and condiments may be placed in a convenient location on the table when
served.
18. Describe the flatware placement for a formal dinner.
Forks are placed on the left of the place setting.
Knives and spoons are placed on the right of the place setting; the blade of the knife faces
in.
Specialty knives for steak and fish are placed to the right of the knife, followed by the
spoons; the blade of the knife faces in.
Butter knife is placed in the vertical position (parallel to the fork) on the right half of the
bread plate; the blade of the butter knife faces left (outward) from the place setting.
Dessert Flatware is placed on the top of the place setting with the fork on the bottom and
the spoon on the top. The handles face in the direction in which the flatware would be placed
1. A roll and slice of butter placed on a bread and butter plate for each guest prior
to their arrival.
2. Rolls in a basket and butter slices or balls in a dish for guests to serve
themselves. The rolls may be served warm.
3. Rolls and butter served to each guest by the server. This is typically done so
that the rolls can be served hot.
4. A small loaf of bread served on a cutting board with a bread knife,
accompanied by a dish with butter slices.
17. How would the side dishes and condiments typically be placed on a table?
Side dishes and condiments may be placed in a convenient location on the table when
served.
18. Describe the flatware placement for a formal dinner.
Forks are placed on the left of the place setting.
Knives and spoons are placed on the right of the place setting; the blade of the knife faces
in.
Specialty knives for steak and fish are placed to the right of the knife, followed by the
spoons; the blade of the knife faces in.
Butter knife is placed in the vertical position (parallel to the fork) on the right half of the
bread plate; the blade of the butter knife faces left (outward) from the place setting.
Dessert Flatware is placed on the top of the place setting with the fork on the bottom and
the spoon on the top. The handles face in the direction in which the flatware would be placed
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Healthcare