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KAHL
.4.y
66-C4
002230
SONDRA J. DAHMER
KURT W. KAHL
r*T131151:11_2
méntAcl°
Canteo
Librería Turística
PACHUCA 134 - lo. PISO COL. CONDESA
MtX140 06140, D. f. ¡El 286-67-15
1. f. C. 111111 580225 CID. [kW. 1151111
SECTUR -BIBLIOTECA
Jule Wilkinson, Editor
211.9
2019
We wish to express our appreciation to those who assisted
in providing the following illustrations:
Angelica Uniform Co.—pp. 4, 5; The Abbey, Fontana, Wis.,
William T. O'Brien, photographer—p. 11; The Abbey, Wally
E. Schulz, photographer—pp. 14, 26, 43, bottom 53, 58, 60,
66, 67, 82; The Abbey—p. 22; Playboy Club, Lake Geneva,
Wis., p. 20; Lakeside Manufacturing, Inc., p. 29; Magic Chef
Inc., p. 36; Court Yard Inn, Elkhorn, Wis., William T.
O'Brien, photographer—pp. 44, top 60, 70; Marc's Big Boy,
Kenosha, Wis.—p. 47; National Cash Register, pp. 48, top
71; Burlingshire, Burlington, Wis., Wally E. Schulz, photog-
rapher—pp. 51, 63, 72; Traveler Coffee Shops Inc., Elkhorn,
Wis.—p. 53; Ray Radigan's, Kenosha, Wis.—p. 78.
Printing(last digit): ro
Copyright © 1974 by Cahners Publishing Company, Inc.
MI rights reserved. This book or parts thereof may not be re-
produced in any form without permission of the publisher.
Chapter
1 THE WAITER AND WAITRESS 1
ADVANTAGES OF THE POSITION 1
QUALIFICATIONS FOR THE JOB 2
APPEARANCE ON THE JOB 3
THE RESTAURANT ORGANIZATION 6
TEAMWORK WITH CO-WORKERS AND
SUPERVISORS 8
QUESTIONS 9
PROJECTS 9
3 SIDEWORK 25
STATION ASSIGNMENTS 25
DINING ROOM PREPARATION 27
STUDYING THE MENU 30
CLOSING THE DINING ROOM 38
QUESTIONS 39
PROJECTS 40
Chapter
4 INITIATING THE SERVICE 41
SEATING GUESTS 41
APPROACHING THE GUESTS 42
TAKING ORDERS 44
ANSWERING QUESTIONS 49
MAKING SUGGESTIONS 50
TIMING THE MEAL 51
PLACING THE ORDER IN THE KITCHEN 52
PICKING UP ORDERS FROM THE KITCHEN 52
QUESTIONS 55
PROJECTS 56
GLOSSARY 98
INDEX 102
PREFACE AND ACKNOWLEDGMENTS
S. J. D.
K. W. K
FOREWORD
The Waiter
and Waitress
You will make new friends among people of all ages and from
all walks of life.
You are also fortunate that a waiter or waitress needs only
a minimal investment in clothes for work. Whereas jobs in an
office require a large investment in business clothing, waiter's or
waitress's jobs require only a few uniforms and confortable
shoes.
It is also advantageous to some people to work in pleasant
surroundings. Many restaurants have very elaborate decor and
atmosphere.
Finally, you will gain personal satisfaction from doing a job
exceptionally well. Compliments and tips from the guests and
words of praise from your manager are your rewards for giving
good service.
RESTAURANT MANAGER
QUESTIONS:
1. What advantages of a serving position can you list other than
those which have been mentioned in Chapter I?
2. What qualifications of a serving position can you narre other
than those which have been mentioned in Chapter I?
3. Why should a waiter or waitress have a knowledge of the or-
ganization chart in a restaurant?
4. What part does teamwork play in the operation of a restau-
rant?
PROJECTS:
1. Design a waiter or waitress self-evaluation sheet. List both
personality and appearance qualifications for a serving posi-
tion down the left side of the paper, adding other qualifica-
tions you think of to those usted in the chapter. At the top
of the right hand side, list a rating scale of Poor, Fair, Good
and Excellent. Rate yourself by checking the appropriate
column for each qualification. Set a goal to improve your-
self in all areas not marked Good or Excellent.
2. Observe the waiters or waitresses in a restaurant of your
choice and note whether the appearance of the servers is
satisfactory or unsatisfactory.
3. Draw an organization chart of a restaurant of your choice.
Indicate who would be your immediate supervisor if you were
a server there.
4. Have a group discussion and decide the best course of action
to handle the following situations:
a. The chef has made a mistake on your order.
b. You have come down with a bad cold the night before
you have to go to work.
c. You are an above-average server and feel the policy of
sharing tips equally with fellow workers is unfair.
CHAPTER TWO
Types of Table
Service and Settings
spirit stove called a réchaud is used to keep the food warm. The
food is completed by cooking, deboning, slicing and garnishing
as necessary and served to the guests on heated platel. Only
those foods that can be cooked, assembled or completed in a
reasonably short time are prepared in front of the guests. Typi-
cal specialties that may be served in the French style are La
Salade César (Caesar salad), Le Tournedos au Poivre (pepper
steak), and Les CrPpes Suzettes (crepes in orange sauce).
French service employs two waiters working together to
serve the meal and may include a captain to seat guests and a
wine steward to serve wine. The principal waiter is the chef de
rang (or experienced waiter) who seats the guests when a captain
is not present, takes the order, serves the drinks, prepares some
of the food with flourish at the guests' table and presents the
check for payment. His assistant is the commis de rang, who
takes the order from the chef de rang to the kitchen, picks up
12 WAITER AND WAITRESS TRAINING MANUAL
the food and carries it to the dining room, serves the plates as
dished up by the chef de rang, clears the dishes and stands ready
to assist whenever necessary. All food is served and cleared from
the right of the guests except for butter, bread and salad—which
should be placed to the left side of the guests.
Finger bowls, bowls of warm water with roce petals or
lemon slices in them, are served with all finger foods—such as
chicken and lobster—and at the end of the meal. The finger bowl
is placed on a doily on a small plate called an underliner and
placed with a clean napkin in front of the guests.
Soiled dishes are cleared only when all guests have com-
pleted their meal.
French Table Setting. The French cover includes an hors
d'oeuvre plate, napkin, dinner fork, dinner knife, soup spoon,
butter plate, butter spreader, dessert fork and spoon and water
or wine glass. Here is the French arrangement of serviceware:
When serving food from a pan or platter, the server uses a serving spoon
and fork in one hand to place food and juices on the guest's plate.
Types of Table Service and Settings 15
ENGLISH SERVICE
English service is used occasionally for a special dinner served in
a private dining room of a restaurant, but it is more typical of a
meal served by servants in a private home.
The food on platters and the heated plates are brought from
the kitchen and placed before the host at the head of the table.
The host carves the meat, if necessary, and dishes up the entree
and vegetable on individual plates. He hands the plates to the
waiter standing to his left, who serves the hostess, guest of honor
and all other guests. Dessert may also be served in this manner.
All sauces and side dishes and, in some cases, the vegetables are
on the table to be passed by the guests.
AMERICAN SERVICE
American service is less formal than French, Russian or English
and is the most prevalent style in restaurants.
American service is distinguished by the fact that food is
dished up on plates in the kitchen. Except for the salad and the
bread and butter, most of the food is placed on the entree plate.
Only one waiter or waitress serves the meal. Food is served from
the left of the guest, beverages are served from the right and
soiled dishes are cleared from the right. The remainder of this
manual explains American Service in detail (See Chapters 3, 4,
5 and 6).
The American breakfast and lunch table setting differs from
the American dinner setting. Breakfast and lunch are simple
meals and require only a limited amount of serviceware. Dinner
involves more courses and more serviceware.
American Breakfast and Lunch Cover. Serviceware for the
American breakfast and lunch cover includes a dinner fork,
dinner knife, teaspoon, napkin, bread-and-butter plate, butter
spreader (optional) and water glass.
The breakfast and lunch cover is placed approximately one
inch from the edge of the table. The napkin is in the center of
the cover. To the left of the napkin is the fork, and to the right
of the napkin is the knife with the blade facing toward the nap-
kin. The teaspoon is to the right of the knife. The water glass
is placed aboye the tip of the knife. The bread-and-butter plate
16 WAITER AND WAITRESS TRAINING MANUAL
As food is served for the American Breakfast and Lunch, the dishes are
placed in specific locations of the cover as diagrammed on the facing page.
They are positioned as shown: (1) plate for breakfast toast or luncheon
salad, (2) entree plate, (3) cup and saucer.
itself in the center of the cover. The two dinner forks are to the
left of the napkin. The dinner knife is to the immediate right of
the napkin, then, in order, are the bread-and-butter spreader and
two teaspoons. The blades of the knives face the napkin. The
water glass is placed directly abo ye the bread-and-butter spreader.
The bread-and-butter plate is centered aboye the forks. The ini-
tial American dinner cover is shown on the following page.
18 WAITER AND WAITRESS TRAINING MANUAL
As a meal is served using the American Din ner Cover, the dishes are added
as follows: (1) salad plate, (2) service plate, (3) cup and saucer.
BANQUET SERVICE
Banquet service is serving a meal to a group of persons who have
determined the menu, number of guests and time of service in ad-
vance. The waiter or waitress generally sets the table using Amer-
ican settings modified according to the particular menu. For ex-
ample, soup spoons or steak knives may be part of the initial
cover if soup or steak is to be served. If a cold course is planned,
such as tomato juice, shrimp cocktail or a salad, it is placed on
the table just before the guests are seated. Also at this time, ice
water is poured, butter pats are placed on the bread-and-butter
plates and baskets of hot rolls are arranged on the tables.
The head table is served first, then the rest of the tables.
Often, because of the simplicity of the service, the banquet
waiter or waitress can handle more guests than in other types of
service.
The food is plated in the kitchen and served to the guests in
20 WAITER AND WAITRESS TRAINING MANUAL
421
A banquet set-up often features a head table for officials, speakers and
honored guests. Head table is usually raised abo ye level of other tables.
BUFFET
The buffet is a type of service in which guests select their meal
from an attractive arrangement of food on long serving tables.
The guests either help themselves or are served by chefs standing
behind the buffet tables. Usually the service combines both
types; the guests select relishes, salads and vegetables themselves,
and the meat is carved and served to the guests by chefs. (See
picture on following page.) Silverware and napkins may 15e con-
veniently located on the buffet table for the guests to pick up
with their meal, or a complete cover (usually American) includ-
ing rolls, butter and condiments may be preset at dining tables.
The job of the waiter or waitress will vary depending on the
design of the buffet. The servers may serve only beverages and
dessert or they may serve several courses, such as the appetizer
and soup, at the guests' table. In another variation, only the
salad is served buffet-style; the remainder of the meal is served
in the usual manner.
Advantages and Disadvantages of Buffet Service. One ad-
vantage of buffet service is that food can be displayed in a very
attractive manner. However, this can be a disadvantage if care is
not taken to keep the food selections fresh and complete. An-
other advantage is that servers can attend to many guests at one
22 WAITER AND WAITRESS TRAINING MANUAL
In buffet service, the guests either help themselves from an attractive ar-
rangement of food or are served by chefs standing behind the buffet table.
A chef is usually responsible for carving roasts.
time. But guests receive less personal attention than in table ser-
vice.
SMORGASBORD
A smorgasbord is a buffet featuring a large selection of food with
many Scandinavian selections such as cheese, herring and lude-
fisk. Usually guests may come back to the smorgasbord table and
refill their plates as often as they delire. The basic discussion of
buffets aboye also applies to smorgasbords.
Types of Table Settings and Service 23
QUESTIONS:
1. Define cover and underliner.
2. Why do very few restaurants use French service?
3. How are French service and Russian service alike? How do
they differ?
4. When is English service used today?
5. Why is American service used in most restaurants today?
6. Why is American service sometimes called plate service?
7. How is the banquet set up prior to the seating of guests?
8. What is the distinguishing feature of family style service?
9. How are buffets and smorgasbords similar? How do they
differ?
10. From your experience give examples of how two types of
service are used together.
24 WAITER AND WAITRESS TRAINING MANUAL
PROJECTS:
1. Make a chart for the eight types of service discussed in this
chapter. List the types of service down the left margin.
Across the top of the chart, label the vertical columns with
the following headings: Distinguishing Features, Server's Re-
sponsibilities, Advantages, Disadvantages. Complete the chart
using information from this chapter.
2. Using proper serviceware, set up the American breakfast and
lunch cover and the American dinner cover. In a training ses-
sion, point out similarities and differences between settings.
Identify the purpose of each serviceware piece, and show the
placement of various foods as they are served.
3. Observe different types of service in various restaurants, and
discuss what you have learned with other trainees.
CHAPTER THREE
Sidework
STATION ASSIGNMENTS
A station is a section of the dining room (with seating for about
a dozen or more guests at tables, booths or counter) which is
assigned to a waiter or waitress.
Ideally, a dining room should be divided into stations that
are equal to one another in the number of people they seat, in
the distance from sidestands and kitchen and in desirability of
seats to the guests. Of course, this is impossible in most dining
rooms, because there will always be less desirable seats near
kitchen and washroom entrances and away from scenic views.
Because stations will not be equally desirable from a seat-
ing and serving standpoint, dining room managers often assign
stations to waiters and waitresses on a rotational basis; servers
take turns from day to day serving in the best stations.
In some restaurants servers with seniority have permanent
stations which may be larger or more desirable than others. This
is done because these servers are experienced and can handle
26 WAITER AND WAITRESS TRAINING MANUAL
The proper way of arranging the tablecloth is so that the edges of the cloth
just touch the seats of the chairs. Guests approaching the table get a favor-
able impression of the meal to come as they observe the even arrangement
of the cloth, napkins and place settings.
Sidework 27
A sidestand like this placed close to serving areas puts items needed in easy
distance of the guests and reduces the number of trips that must be made
to the kitchen. See following page for list of supplies usually kept in the
sidestand for use in the dining room.
30 WAITER AND WAITRESS TRAINING MANUAL
75
JUMBO LOUISIANA SHRIMP 1.75 FRENCH STYLE ONION SOUP
Serued in a supreine, with Cocktail Sauce Au Gratin with Pasmasen Che
MARINATED BISPAnRE DERRIBO PEA SOUP ST. GERMAIN
BONNE FEMME In sour crean: 85 with 01,11‘0718
with chiven aman; aqui. CONSOMME, Au Short, 00
SUPRIME of PRESH FRUITS,Au Kirsch 75 PETITE MARMITE 75
ESCARGOTS BOURGUIGNONNE 2.25 Ifearty Beef Broth with Carden
Snaile siminered in gurtic buffer and Vegetantes and Ike
toste o/ Don:Ukase sauce CHILLED CREME of CUCUMBER SOUP .00
BROILED DANISH LOBSTER TAILS . 2.85 JELLIED CONSOMME MADRILENE .00
Server? urith Melted Butter TOMATO JUICE or VEGETABLE JUICE . .45
o/4.4 ad
DOUBLE CUT LAMB CHOPS 8.90
Thick juicy double loro chops, serued with naint jelly
CHOPPED SIRLOIN STEAK 4.50
Finelychopped sirloin planked&serued with mushroontsil mashed potatoes
STEAK AND LOBSTER COMBINATION 8.95
Broiled petite (del and broiled Lobster BOL Server( with d'aten butter
NEW YORK CUT STRIP SIRLOIN 7.95
Aged choice grade beef, broiled to perfection
TOP BUTT STEAK, MAITRE D'HOTEL 8.75
with spiced butter
FILET MIGNON 7.95
From seleeted choice grade tenderloins, seroed with sauteld mushrootris
Ot ala,(4
SLICED TOMATO, Sauce Vinaigrette 90
MARION DELUXE L25
Onenge, A pocado, Sponish Onion on a bed of Kentucks Bibb Lena,
Marinated m Irme Vinnuar
SPINACR SALAD,SweeLSourDreming,topped with Wied Bacon tips 90
(S G(;(Zftd,
BREAST OF CHI
Q,//e7
N, ABBEY STYLE
Bonetes, Breas, of Chichen, stnffed with Wild Rice dressing
5.75
QUESTIONS:
1. Define station, sidestand, silencer and special.
2. List several methods of assigning stations to servers and
reasons different methods of assignment are used.
3. Why do the amount and arrangement of serviceware in a
cover vary?
4. Recommend a procedure for keeping the sidestand replen-
ished on a routine basis.
5. Discuss the advantages and disadvantages of cabinet doors
for concealing the shelves of sidestands.
6. Why is it necessary to study the menu?
7. Compare the job of a salesman in a retail store with the job
of a waiter or waitress. In what ways are their jobs alike?
In what ways do they differ?
8. What are the main differences between the luncheon menu
and the dinner menu?
9. Discuss several reasons restaurants have specials on their
menus. Why should servers suggest specials to their guests?
10. Why should a server be familiar with methods of food
preparation and preparation times?
11. Why may preparation times vary from one restaurant to
another?
40 WAITER AND WAITRESS TRAINING MANUAL
PROJECTS:
1. List the opening duties for your restaurant or a local res-
taurant, and divide them among the servers who work the
morning hours. You may want to rotate groups of duties
so the waiters and waitresses can be responsible for a variety
of jobs on different days.
2. Ask one trainee to demonstrate how to place a tablecloth
on a table in a professional manner. Repeat this procedure
with the center items on the table. Then have the trainee
demonstrate how to remove the tablecloth with and with-
out center items on the table. Have all trainees try this pro-
cedure.
3. Study several menus from local restaurants. Identify the
following parts:
a. Those items which are a la carte
b. Those items which are table d'hote
c. The various groupings of foods and the number and
kind of selections in each group
The "special" attachment or the place where a
"special" may be attached when there is one
4. Study a menu and consult with a chef in order to do the
following:
a. Identify the main ingrediente of each food item
b. Describe the method of food preparation for each
food item
c. Identify the preparation time necessary to cook or
prepare each food item
d. Name the meal accompaniments that go with each
food item
5. List all the closing duties that you can think of, or that must
be done in your restaurant if you are already employed.
Post these in the kitchen and make a regular habit of check-
ing them off at the end of the day.
CHAPTER FOUR
SEATING GUESTS
Who Seats Guests. Guests may be met and seated by the maitre
d'hotel, hostess, headwaiter or headwaitress. This process can
make the guests feel welcome immediately and give them a good
first impression of the restaurant. It also allows the maitre
d'hotel or hostess to control the traffic flow of guests in the din-
ing room. In some restaurants, however, guests are allowed to
select their own table, booth or counterspace.
Where to Seat Guests. Common sense dictates where par-
ties of guests should be placed in the dining room. Utilize tables
according to party size. For example, seat large families at large
round tables and couples at smaller tables for two, called deuces.
Loud, noisy parties may be placed in private rooms or to-
ward the back of the dining room so they will not disturb other
guests. Elderly or handicapped persons may wish to be near the
entrance to the room so they do not have far to walk. Young
couples like quiet corners and good views. Well dressed parties,
42 WALTER AND WAITRESS TRAINING MANUAL
The maitre d'hotel or headwaiter seats the ladies in a party of guests al-
though the men in the party may assist some of the ladies themselves.
her guest. In this case, she may indicate this situation to you or
may allow him to pay and refund money to him later.
If you are busy with another table when the newest party
of guests is seated in your station, approach the new group and
tell them you will be with them shortly. They will appreciate
your attention and will not feel ignored.
TAKING ORDERS
Technique of Taking Orders. Stand erect to the left of the guest
with the order pad supported in the palm of your hand and a
sharp pencil ready. Never place your book or order pad on the
table to take the order.
When taking the order, the waiter or waitress stands to the left of the guest,
holding the order pad in the palm of the hand. Using a sharp pencil makes
orders easy to read.
Initiating the Service 45
Well cooked -
Menu abbreviations like these should be agreed upon for use by the servers
and kitchen staff. Using them will speed up writing the order.
46 WAITER AND WAITRESS TRAINING MANUAL
7 'e.ti- 5 171
2 BIG BOY
BRAWNY LAD
SDW.G_HIS
.70
.80
.55
.85
SWISS MISS .85 HAM/E99 .85
FISH SANO. i TUNA .65 65
HAM .85 B.L.T. .85
STEAK SANO. 1.10
LUNCHEON
GR. RD./M.S. C5 SHRIMP SNACK 1.35
CHICKEN SNACK 1.10
COMBINATIONS
B.B. COMBO /13.5, .60 70
8.1. COMBO .50,
S.M. COMBO .25 50
FISH COMBO 1.25 HASH BROWNS .35
IDDIE
LITTLE BOY
L.B. W/Cheese .55 NUGGET'S FANCY .50
50
SPAGHETTI .50
INNERS
REG. CHICKEN 1.95
SHRIMP 1.15
FISH 1.45
SPECIAL STEAK 2.25 SPAGHETTI 1.45
Vs LB. Gr. RD. 1.65 HAM STEAK 1.65
W.M.S. 1.85
PANCAKES ROLLS
PLAIN .65 BLUEBERRIES .85
W/Ham,Bac.,Sau./Egg 1.15 W/Ham,Bac.,Sau./Egg 1.35
STRAWBERRY .95 TOAST .20
MUFFIN .25 HEATED BOLL .30
SALADS
PINE. SALAD .95 CHEF SALAD 1.35
HAM & CHEESE 1.25 _ TOSSED SALAD .30
CHILI DISHES AND SOUP
CHILI & BEANS .75 SOUP .35
SPAG. & CHILI .90
DESSORTS
STR. W/C PIE .55I APPLE PIE .35
CHOC. PIE .40 Ala Mode .15
PECAN PIE .45 ICE CREAM .25
CHEESE PIE .30 DONUT .20
FOUNTAIN
SHAK E C V S .45 SODA CH. ST. .50
1111 FDG. SUN. .55 FLOAT RB. CK. .45
STRAWB. SUN. .55 CHOC. SUN. .55
KIDDIE
JR. SUNOAE .30 JR. HOT PDS 1 .35
2 COFFEE
SANKA
BEVERAGES
.20
.20 / MILK
.25
..20
HOT CHOC. .25
HOT TEA .20 LEMONADE .25 .35
ICE TEA .251 ROOT BEER .20 .30
ORANGE/TOM.J. .30 .20 .30
COKE 15i each addl. fl
(IDO E
COKE ROOT B .10
j JR. MILK 15
TOTAL
11. 50
:13,u,4om 2 08 7
769 TOTAL 1/
18
68
A waiter or waitress only needs to indicate the quantity of each item se-
lected and extend the amount of the charge on a checklist order like this.
48 WAITER AND WAITRESS TRAINING MANUAL
-
ion IN REGISTER POR mAc...
INSERT THIS crn.
.., CAUTION• • CERTIFICATION TO PREVENT OUPL,CATE PRINT ON
14.
811132 (11_----
6411
.., , so
1.
1
__,---<ro1145'
551-.1‘
FRONT RACK
The server should always write the order neatly and legibly on the guest
check. This helps to insure that it is filled correctly.
rewritten on paper for the kitchen staff, and the original order
is retained by the waiter or waitress, who uses it to serve cock-
tails, appetizers, salads and other items. After the meal, the
waiter or waitress summarizes the order on a guest check and
presents the check to the guest for payment.
This way of taking the order is advantageous when the menu
contains principally table d'hote selections and the waiter and
waitress are responsible for dishing up some courses, such as
soups, salads and desserts, and serving them in proper order.
This way of taking the order is also used when there is a multi-
unit kitchen consisting of a separate area and chef for steam-
table foods (stews, soups), grilled foods (eggs, steaks, chops), and
cold foods (salads, appetizers).
Initiating the Service 49
512a9, eAktalle,-
ANSWERING QUESTIONS
As a waiter or waitress you will be asked questions about the
food, the restaurant, the community and even the state. Prepare
yourself to answer questions by reading and listening. Be know-
ledgeable so you can answer questions intelligéntly and "sugges-
tion sell" (discussed in next section).
You should also know the following information about
your restaurant:
a. The hours and the address of the restaurant.
b. The menu and the ingrediente in every dish served. Know
the special of the day. Also know the general menu of
other dining rooms and coffee shops on the premises and
the hours they are open.
50 WAITER AND WAITRESS TRAINING MANUAL
Whet the appetite of the customer by suggesting specific foods, such as hot
apple pie a la mode.
And as you master the art of making specific suggestions,
whet the appetite of the guests by appropriate adjectives that
tempt the palate. For instance, say "Would you like to begin
your meal with a chilled appetizer of fresh New England shrimp?"
or, "May I suggest our flaming cherries jubilee?" Or you might
have an opportunity to describe a food item in appetite whetting
terms such as, "Our Beef Bourguignonne is made from cubes of
choice sirloin simmered in a delicious blend of onions and bur-
gundy."
In many restaurants food orders are attached to a rotating wheel and then
filled by the chef in turn.
TO SALAD CHEF
One of several ways in which the waiter or waitress is notified that the order
is ready is this new electronic "beeper" which can be carried in the server's
pocket. This location makes it easy to hear.
Initiating the Service 55
QUESTIONS:
1. What members of the restaurant personnel are responsible
for seating the guests?
2. Why is it advantageous to seat the guests instead of allow-
ing them to seat themselves?
3. What are some of the clues that may help you identify the
host?
4. Describe one or more methods to help you remember the
food each guest ordered.
5. Why is the waiter- or waitress-written order on a pad of
paper most popular for dining rooms with table d'hote
selections on their menus?
6. Why do order methods differ from one restaurant to an-
other?
7. What suggestions would you make in the following in-
stances?
a. A guest orders apple pie
b. The guests have finished their dessert
c. A couple is celebrating their anniversary
8. Suggest the following in appetite-whetting terms:
a. Antipasto
b. Monte Cristo Sandwich
c. Baked Lasagne
d. Cheese Cake
e. Baked Alaska
9. Explain the procedure for timing the following entree meal
order in a restaurant with a multi-unit kitchen: Chateau-
briand ; Red Snapper; Lamb Chops; Pork Chops and Shrimp
Souffle.
56 WAITER AND WAITRESS TRAINING MANUAL
PROJECTS:
1. Role play seating the guests. Include conversation with the
guests, placement of parties in the dining room, removal of
extra serviceware, provision of water and other services to
make the guests comfortable.
2. Meet with service and kitchen personnel and agree upon ab-
breviations for food items on the menu. Make a list and
post them in the kitchen. Or, as a trainee group, make a list
of common abbreviations from a menu. Discuss the neces-
sity of uniform use of abbreviations by all personnel.
3. Practice taking orders from fellow trainees posing as guests.
Be sure to include suggestion selling.
4. Describe the method of order taking used in your restau-
rant. Or, as a trainee group, select a familiar restaurant
and discuss its order taking methods.
5. Investigate community events and attractions that would
interest your guests. Get information from the city hall,
Chamber of Commerce, service clubs, newspapers, radio
publicity and historical societies.
6. Go to restaurants of various sizes and types and ask service
personnel how they place and pick up orders in the kitchen.
Bring information to class and discuss it with other trainees.
CHAPTER FI VE
All foods should be served from the left of the guest and dishes should be
placed with the server's left hand.
cocktail, oysters on the half shell, fruit or juice. This first course
is placed on a small plate called an underliner and centered before
the guest. A seafood fork is brought with the shrimp cocktail
and oysters. It is either placed on the right hand edge of the
underliner or inverted into the bowl of the outside spoon.
Soup may be served in place of the appetizer or as a second
course. It is served in a small, handleless cup on a saucer. A soup
spoon must be provided if not furnished with the table setting.
Serve the soup in the center of the cover with the soup spoon on
the right side of the saucer.
The salad is the next food served. It is placed to the left of
Serving the Meal 59
When pouring beverages, the server should leave the glass or cup on the ta-
ble and pour with his or her right hand from the right of the guest.
When serving guests seated in booths, serve each guest with the hand far-
thest from his seat; guests at the server's right with the left hand; guests at
the left with the right hand.
Servzng the Meaí 61
walk back to the kitchen empty handed. Take dirty dishes back
to the kítchen on your way to pick up food. This will make a
traystand available to you when you come out with your order.
By cutting down your time serving guests, you not only in-
crease the number of persons you can serve, but you increase
your efficiency. An increase in the number of guests served and
faster service will increase your tips.
Maintaining Food Quality. Serve hot foods hot and cold
foods cold. Pick up and serve foods in the order that will main-
tain this temperature quality. For example, when serving several
tables, pick up salads and crackers first and hot soups or cold ice
cream last on the same tray. Likewise, serve the hot soup or
cold ice cream first and the salad and crackers last.
Attention to Guests. There is no excuse for avoiding the
guest. Allow little delay between courses and keep your eye on
the guests as you serve others in your station. Guests will indi-
cate they need you by a look, gesture or remark, and you should
respond promptly to their needs.
Special attention should be given after you have served the
entree. When the guests begin to eat the main course, check back
to be sure that all entrees are as ordered, are satisfactory and
complete. Mistakes can be remedied easily at this time and the
guest will not be angered. It is too late to adjust a complaint at
the end of a meal.
includes a child, suggest a high chair, and place it out of the aísle.
Be patient and pleasant, and assist the parents in making the
child comfortable. Without being obvious, move the sugar, salt,
pepper and breakable items out of the child's reach.
Some restaurants have children's menus, however, never
take a child's order without consulting the parents. Do not fill
glasses too full. Use low dessert dishes and tumblers instead of
stemmed glassware. Parents will appreciate extra napkins, bibs,
crackers, novelty placemats and favors for their children. Cheer-
fully warm the infant's bottle when asked.
If children are playing in the aisles or disturbing other
guests, suggest to the parents that they keep them at the table to
prevent their getting hurt.
b. Intoxicated Guests. Intoxicated guests should be seat-
ed in the back of the dining area or in a separate dining room
where they will not disturb other diners. Sometimes an intoxi-
cated guest will be bothersome or rude. Be tolerant and call the
manager if the situation goes beyond your control. Be sure the
guest remembers to pay the bill.
c. Handicapped Guests. Occasionally, a handicapped
person will come into a restaurant unattended. Understanding
64 WAITER AND WAITRESS TRAINING MANUAL
his problem and assisting him properly and discreetly wi11 help
him enjoy his meal.
A guest in a wheelchair may wish to be pushed up to the
table. Be sure he is out of the aisle.
A blind person will need the most attention of all handi-
capped people, but be careful not to offend him by being over-
solicitous. Hang up his coat and belongings and gently lead him
to his seat. Discreetly move objects so he will not upset them.
Quietly ask if you may acquaint him with the menu. Then let
him select hís meal; he wíll select items he can handle. Do not
fill glasses too full. As you serve him, inform him where the
food and beverage items are being placed.
A deaf person may be able to give you his order verbally
like any other guest. Some, however, prefer to write out or point
to their choice. Be alert to the fact that the deaf speak with
hand movements. If you are concerned about an accident, gent-
ly touch the person on the right or left shoulder, indicating you
are serving him from that side.
d. III Guests. Remain calm if a guest becomes ill. Re-
member, your immediate responsibility is to the welfare of the
guest, and knowing first aid techniques may be a valuable asset
at thís time. If the guest faints or falls, do not move him; call
the manager for help.
A common incident in restaurants is choking on food such
as large pieces of speak. The guest may turn blue, stop speaking,
and indicate he is choking by grasping his throat. He may also
collapse. You may have to check his mouth or throat for food.
Any food must be removed immediately. This may be done by
a simple procedure called the Heimlich Maneuver: stand behind
the victim and wrap your arms around his waist; place your fist
thumb-side against his abdomen slightly aboye the navel but
below the rib cage; grasp your fist with your other hand and
press into the victim's abdomen with a quick upward thrust.
Repeat several times if necessary to expel the food.
Be sure to watch the guest's belongings. Possessions such as
purses, parcels and coats should be kept in a safe place until the
guest is better.
Handling Complaints. Complaints arise when a customer
does not get the food and service he feels he deserves. In general,
the better the table service, the fewer the complaints. Do not
Serving the Meal 65
Always check for briefcases, purses and parcels that have been placed on
the floor as they cause accidents.
Lifting a tray this way prevents back strain. Follow the procedure described
on facing page to keep lifting easy, reduce fatigue.
68 WAITER AND WAITRESS TRAINING MANUAL
SANITATION RESPONSIBILITIES
It is the responsibility of every employee in the restaurant to
maintain sanitary eating conditions for the guests. The following
suggestions will help prevent food contamination in your restau-
rant:
a. Wear a hair net, hat or hair spray, if your hair is long, to
prevent hair from getting in the food.
b. Make sure your uniform, apron and fingernails are clean to
avoid the transfer of harmful bacteria to the food.
c. Wash your hands after using the restroom, and as often as
possible after clearing dirty dishes and handling money.
d. Handle dishes by the rims, glasses by their bases and silver
Serving the Meal 69
The check should be presented to the left of the host either face down, if
the guest is to pay the cashier, or face up, if the guest is to pay the server.
Many types of credit cards (center, facing pagel are often used instead of cash
for a restaurant meal. Card is imprinted on sales slip (bottom, facing page l.
Serving the Meal 71
3_...•....".1.,.....".....M......---..
BANK
MADI SIO N, WISCON SIN
Qa».._ Mumak.
01:04 1 2 .« 01.0 9: 60 21.0 ?
Check all parts of a personal check carefully to make sure the date, restau-
rant name, both the numerical and written amounts and the signature are
correct. With practice, this can be done quickly.
master charge
THE INTERBANK CARD
When the server takes cash in payment of a guest check, the change should
be returned with the coins placed on top of the bilis on a tip tray. The
guest leaves a tip as a monetary reward for courteous and efficient service.
Serving the Meal 73
QUESTIONS:
1. Define crumbing and appetizer.
2. Briefly describe the differences between serving food and
serving beverages.
3. What should you do if a guest asks you to take his píate be-
fore everyone at the table is finished with the course?
4. Why should you avoid scraping and stacking the dishes at
the table in front of the guest?
5. How should you handle the complaint when the guest says:
a. "The food is cold!"
b. "My steak is too rare!"
c. "The chili is too spicy!"
d. "You spilled coffee on me!"
6. How can you protect a guest from a hot coffee pot when
you are pouring coffee at the table?
7. Using the least number of coins and bilis, indicate the
amount of change to be returned for each of the following
transactions:
a. Given $5.00 for a $4.27 check.
b. Given $10.00 for a $7.56 check.
c. Given $15.00 for a $13.22 check.
d. Given $20.03 for a $12.78 check.
8. Why is it true that you can increase your tips by serving
guests fast and efficiently?
9. How should you react when a customer does not leave you
a tip?
74 WAITER AND WAITRESS TRAINING MANUAL
PROJECTS:
1. Roleplay serving and clearing dishes from the table. Take
turns being the guest and the waiter or waitress.
2. Observe waiters and waitresses when you are a guest in a
restaurant, and note errors made by the service personnel.
Discuss these points with other trainees.
3. Brainstorm ways to save time and effort in the serving
process.
4. Discuss unusual circumstances that have to do with guests
other than those mentioned in the chapter.
5. Post your local rescue squad telephone number next to the
restaurant phone. Invite a local doctor to come to your
training session and discuss first aid in emergency situations.
6. Place your unwashed fingers in a dish of agar-agar. Keep
the dish in a warm place and check it daily, for bacteria
growth.
7. Have a health officer discuss with the trainees the sanitation
laws of your city, county and state as they apply to serving.
8. Have one trainee learn and demonstrate the charge card
transaction.
CHAPTER SIX
Wine and
Bar Service
Specifically asking whether the guest would like drinks and being
especially knowledgeable about serving drinks will add to your
merchandising efforts (see Chapter 4—Making Suggestions).
WINE SERVICE
Types of Wines. Wines are identified by color, taste, type and
narre. As a waiter or waitress, you should be knowledgeable
about wines and be able to distinguish one wine from another
for your guests.
Wines are either white or red. White wines range from al-
most white to gold color, and red wines range from pink to red
in color.
The flavor of each wine ranges from very dry (not sweet) to
very sweet, and this characteristic determines when the wine is
served during the meal (see this Chapter—Wines and Foods that
Complement Each Other).
Wines are grouped into four basic types. These types are
the table wines, the sparkling wines, the fortified wines and the
aromatized wines as follows:
a. Table Wines. The majority of wines, both white and red,
are considered table wines and are consumed with the meal.
These wines are fermented grape juice.
b. Sparkling Wines. Sparkling wines, often used for special
occasions, contain carbon dioxide to make thern effervescent.
Champagne is a well known sparkling wine.
c. Fortified Wines. Some wines are combined with brandy
to retain more flavor. Dry fortified wines, such as sherry, are
often served before dinner, and sweet fortified wines, such as
port, are often served after dinner.
d. Aromatized Wines. A few wines are lightly fortified and
flavored with herbs and spices. Aromatized wines, such as ver-
mouth, are often served in combination with other alcoholic
beverages as cocktails.
Wines may be identified on their labels by their varietal
names (names of the grape ingredient), their generic narre (Euro-
pean wines they resemble), or by their place of origin (place
where they are produced). Wines are often numbered on wine
lists since names of wines are sometimes difficult to pronounce.
Wines are produced in many countries. France and Italy
Wine and Bar Service 77
,~99mistm.
Wines should be stored horizontally in a cool, dark location similar to this
area in a Wisconsin foodservice operation.
Bar and Wine Service 79
Red dinner wine, such as Chianti, complements spaghetti and other highly
seasoned Italian dishes. For other popular wine and food combinations
see list on preceding page.
shaped glass. The stemmed feature allows the guests to hold the
glass by the stem so the wine will not be warmed by the hect of
their hands. The glass should be large enough to allow the guests
to swirl the wine and smell the aroma (bouquet)—which is part
of the pleasure of wine drinking.
Usually the restaurant will have several kinds of wine glass-
es suitable for serving different types of wine. Appetizer and
dessert wines are often served in a 3 to 5 ounce stemmed glass.
Dinner wines are served in a larger glass ranging from 6 to 10
ounces. Sometimes the red wine glass will be larger than the
white wine glass. Although traditionally champagne was served
in a saucer-shaped stemmed glass, today a narrow tulip-shaped
glass is preferred because it allows the wine to generate bubbles
longer. A 7 ounce tulip-shaped glass is an all purpose wine glass
suitable for all types of wine.
Wine glasses may vary in shape and design depending on the
decor of the restaurant and the preferences of management.
Some of the traditional wine glasses used in restaurants are
shown below:
The bottle of wine should be carefully carried to the table and presented
to the host so he may read the label.
front of the guests. First wrap a towel around the bottle to main-
tain the temperature of the chilled wine. Cut away the foil
which covers the top of the bottle, and wipe away any mold that
has formed near the cork. Insert a corkscrew, preferably one
with two levers, into the cork, and gently ease cork out of bottle.
84 WAITER AND WAITRESS TRAINING MANUAL
Pour a taste for the host and wait for his approval. Then pour
a glass for the lady at the host's right and continue counter-
clockwise serving all the ladies in the party. Then serve the men,
serving the host last. Leaving the glass on the table, fill the glass-
es one-half to two-thirds full, twisting the bottle a quarter turn
to prevent dripping.
Place the chilled wine in an ice bucket or the unchilled
wine on the table to the right of the host. Be available to refill
glasses. Turn the bottle upside down in the bucket when it is
empty, or remove the bottle from the table.
b. Serving Sparkling Wines. As with table wines, open the
bottle of sparkling wine in front of the guest. Wrap the bottle in
a cloth napkin to maintain the chilled temperature of the wine
and to protect your hands from possible glass breakage. Twist
the loop of wire until it breaks open. Remove the safety wire
and the foil covering the cork. Grasp the cork in your left hand
while holding the bottle at a 45 0 angle and pointing it away from
guests. Continue holding the cork and twist the bottle. Gradu-
ally allow the pressure in the bottle to force the cork out gently
without a pop or fizz.
Remove the napkin from the bottle and serve the host a
taste. With his approval, serve the rest of the guests as you did
with the table wines.
Open a bottle of sparkling
wine by first removing the
wire and foil. Then grasp the
cork and tilt the bottle away
from the guests. While hold-
ing the cork firmly, twist the
bottle to allow the interna!
pressure to push the cork out.
LIQUOR SERVICE
Types of Liquor. Cocktails, mixed drinks and straight drinks are
made from brandy, whiskey, vodka, gin, rum, cordials and other
liquors or spirits. As a server, you should be familiar with the
following spirits which are those most frequently ordered:
Bar and Wine Service 85
Frequently used liquor glasses from left to right: cocktail, jigger, highball,
collins, sour, brandy snifter, old fashioned and cordial glasses.
BEER SERVICE
Types of Beer. Beer is a generic term referring to a brewed alco-
holic beverage made from fermented barley malt and other cer-
eal grains and flavored with hops. The United States produces
a malt beverage called beer and a higher quality beverage called
premium beer.
Other forms of beer are lager, ale and bock. Lager is an aged
beer that is dry and sparkling. Ale is made from the same ingred-
ients as beer but in different proportions. It is usually heavier
and more bitter than other beers. Bock beer is a beer brewed in
the winter for use in the spring. It is generally a full-bodied,
dark, sweet beer.
Types of Beer G/asses. Beer may be served in a mug, pilsner,
goblet, schooner, tumbler, shell, stein or hourglass tumbler. Pic-
tured on the next page are the footed pilsner—a tall, narrow, 7
ounce glass with a short stem, and a stein—a heavy glass with a
handle.
Procedure for Serving Beer. Beer goes well with almost any
food served in a restaurant except sweets. Beer may be served be-
90 WAITER AND WAITRESS TRAINING MANUAL
fore the meal with the appetizer, during the meal, and as a bever-
age any time. The taste of the beer will be at its best at about
40°F.
The glass is placed on the table to the right and below the
water glass and the beer is poured for the guest. Do not tip the
glass or pick it up from the table, but pour directly into the cen-
ter of the glass to release the carbon dioxide and form a head of
foam. Most of the rules for serving beverages apply to serving
beer (see Chapter 5 —Serving Beverages).
QUESTIONS:
1. What are the advantages of serving alcoholic beverages in a
restaurant?
2. When are dry wines and sweet wines usually served during
the meal?
3. What does the vintage tell you about American and Euro-
pean wines?
4. Why should corked wines be stored horizontally?
5. What is the maximum time that wine should be refrigerated?
6. Why is an ice bucket or wine cooler used in the service of
wine?
7. What wines would you suggest serving with the following
foods: lasagna, prime rib, shrimp cocktail, chicken, cheese
cake, lobster, cheese souffle, sirloin steak, chef's salad?
8. What amount of wine (fifth(s), split, glass) would you sug-
gest for two people? Six people? Twelve people?
9. Why are wine glasses stemmed?
10. Why should a bottle of wine be wrapped in a cloth while
opening?
11. What are the distinguishing features of brandy, whiskey,
vodka, gin, rum and cordial?
12. Why is it important to know the glassware used for alco-
holic beverages?
92 WAITER AND WAITRESS TRAINING MANUAL
PROJECTS:
1. From your restaurant's wine list or any wine list identify
the type of wine listed such as table wines, sparkling wines,
fortified wines and aromatized wines; also identify the tem-
perature at which you would serve each wine. Ask a bar-
tender to answer any questions you might have about the
wine list.
2. Obtain examples of glassware used for drinks and list the
drinks that are served in each glass.
3. Memorize the table of popular drinks in this manual and
those drinks popular in your area. Identify the set-up in-
cluding the glassware, ice and garnish as a fellow trainee
names each drink.
4. Roleplay serving alcoholic beverages. Ask some of the
trainees to be guests. Practice taking the order, opening
and serving table and sparkling wines, serving cocktails and
mixed drinks including combining drinks at the table, pour-
ing malt beverages.
Bar and Wine Service 93
Part A — Completion
Fill in the blank with the correct word or words to complete the
sentence.
1. A garment that identifies the occupation of the wearer is a
(an)
2. You may prevent hair from getting in the food by wearing
(a) or
3. The most important goals of any restaurant are to satisfy
the customer and make a (an)
4. The arrangement of china, silverware, napkin and glassware
at each place setting is called a (an)
5. The silverware in the American breakfast and lunch cover is
set so the is to the left of the napkin and the
and are to the right of the
napkin.
6. In American service the water glass is placed abo ye the tip
of the
7. The traditional American dinner place setting includes
fork(s), knife(ves) and
spoon(s).
8. A section of the dining room, with seating for about a doz-
en or more guests at tables, booths or counter seats, which
is assigned to the waiter or waitress is a (an)
9. A second tablecloth or paddirig beneath the top tablecloth
is called a (an)
10. A leftover, seasonal dish or chef's specialty is called a (an)
Circle the letter of the best answer which completes the state-
ment.
1. The willingness to work with co-workers in a common ef-
fort toward completing the work assigned is the qualifica-
tion of being (a) reliable, (b) personable, (c) cooper-
ative, (d) healthy.
2. A type of jewelry that may be worn with your uniform is a
(a) bracelet, (b) watch, (c) brooch, (d) necklace.
3. In a traditional organization structure a waiter or waitress
reports directly to the (a) owner, (b) steward, (c)
maitre d'hotel, (d) head waiter or head waitress.
4. French service is characterized by (a) food being plated in
the kitchen, (b) food being dished up on plates by the
host, (c) food being cooked in front of the guests and
served by two waiters, (d) food being served from large
platters by one waiter.
5. In French service the food is (a) served and cleared from
the left, (b) served and cleared from the right, (c) served
from the left and cleared from the right, (d) served from
the right and cleared from the left.
6. The type of service characterized by the serving of guests
from huge platters of food by a waiter is (a) French serv-
ice, (b) Russian service, (c) English service, (d) Amer-
ican service.
7. The type of service in which the menu, number of guests
and time of service are predetermined in advance is a (an)
(a) banquet, (b) buffet, (c) family style dinner, (d)
English style dinner.
8. Smorgasbord service is similar to (a) banquet service,
(b) buffet service, (c) French service, (d) English serv-
ice.
96 WAITER AND WAITRESS TRAINING MANUAL
(c) face up on the table and face down on the tip tray,
(d) face down on the table and face up on a tip tray.
18. Fortified wines are produced by adding (a) vodka, (b)
whiskey, (c) brandy, (d) vermouth.
19. White wines and sparkling wines should be served at (a) 32°
F., (b) 35-40°F., (c) 45-50°F., (d) 55-60°F.
20. A wine which traditionally complements an entree such as
Broiled Australian Lobster Tail is (a) dry sherry, (b)
cream sherry, (c) claret, (d) rhine wine.
21. Fill the wine glasses (a) 1/4 to 1/3 full, (b) 1/3 to 1/2
full, (c) 1/2 to 2/3 full, (d) to the rim.
22. A cloth napkin is wrapped around the bottle of sparkling
wine when opening it to (a) maintain the wine's tempera-
ture and protect your hands, (b) hide the label from view,
(c) keep your hands from getting cold, (d) protect the
wine from the light.
23. A' liquor distilled from the sediment of wine and considered
a wine by-product is (a) gin, (b) whiskey, (c) rum,
(d) brandy.
24. An example of an after dinner drink is a: (a) whiskey
sour, (b) manhattan, (c) dry sherry, (d) creme de
menthe.
25. The ingredients in a daiquiri are: (a) gin and seltzer,
(b) scotch and soda, (c) rum and lime, (d) whiskey
and lime.
98 WAITER AND WAITRESS TRAINING MANUAL
GLOSSARY
SELECTED REFERENCES
Dietz, Susan M. The Correct Waitress. New York: Ahrens Pub-
lishing Company, Inc., 1952.
Grossman, Harold J. Practical Bar Management. New York:
Ahrens Publishing Company, Inc., 1959.
Harris, Ellen Adeline. Professional Restaurant Service. Toronto:
McGraw-Hill Company of Canada, Limited, 1966.
Lehrman, Lewis. Dining Room Service. New York: ITT Educa-
tional Services, Inc., 1971.
Mira, Linda. Guide to Good Service. Lake Worth: Florida Print-
ing Company, 1968.
School of Hotel Administration. The Essentials of Good Table
Service. Ithaca: The Cornell Hotel and Restaurant Ad-
ministration Quarterly, 1960.
Stokes, John W. How to Manage a Restaurant. Dubuque, Iowa:
Wm. C. Brown Company Publishers, 1967.
Wine Advisory Board. Wine Handbook Series. San Francisco,
California. n. d.
INDEX
A la Carte 31 Efficiency 61-62
Abbreviations on Orders 45 Elderly Persons, seating of 41
Absenteeism 8 English Service 15
Accompaniments 18, 30, 36-37, 59 Entree 31
Addresser 69 Serving of 59,62
American Service 15-18, 57-74 Family Style Service 20-21
Answering Questions (see Questions, Fifths 80
answering guests') Finger Bowls 12
Appearance, personal 3-6 Food Preparation, methods of 34-35
Appetizer 31 Food Quality, maintaining 62
Serving of 57-58 French Service 10-13
Approaching the Guests 4244 Garnishes
30, 36
Aquavit 85 Gin 85
Assistant Manager, restaurant 7 Goals, restaurant 6-7
Attitude 8 Grooming 6, 68
Banquet Service 19-20 Gueridon 13
Bar Orders 46-48, 86-89 Guest Check 30, 46, 69-70
Beer Guests, attention to 62
Guests with Special Needs
Glasses for 89-90
Serving 89-90 Handicapped
63-64
Significance Ill 64
of serving 75-76
Intoxicated
63
Types of 89
Beverages 34 Very young 62-63
Guest-Written Order 46
Serving beer 89-90
Serving of 59,65 Hair Care 6,68
Serving liquor 84-89 Hair Net 6, 68
Serving wine 81-84 Handicapped Guests 63-64
Seating of 41
Bouquet 81
Brandy 85, 89 Head Waiter or Head Waitress 7, 41
Buffet 21-22 Host of a Party of Guests
Busboys or Busgirls Approaching 43
7, 30, 42
Checklist Order 46-47 Present check to 69
Presenting wine to 82-84
Chef de Rang 11-12
Children (see Very Young Guests) Hostess 7, 41, 50
Clearing Dishes 59-61 Ice Bucket 77, 82, 84
Ill Guests 64
Closing the Dining Room 38
Cocktails 86 Illness (see Absenteeism)
(see also Liquors) Intoxicated Guests 63
(see also Loud, noisy parties,
Cognac
85
Commis de Rang 11 seating of)
Jewelry 3-4
Complaints, handling 64-65
Condiments 21, 27,36,59 Large Families, seating of 41
Liqueurs (see Cordials)
Cordials 85
Corkscrew 83 Liquor
Glasses for 86
Cover 10, 27, 59
Credit Cards 69, 71 Popular drinks 86-88
Serving 86-89
Crumbing 61
Dessert 31 Significance of serving 75-76
Temperature of 85-86
Serving
of 59
Deuces 41 Types of 84-85
Loud, noisy parties, seating of 41
Dining Room Manager 7
(see also Intoxicated Guests)
Index 103
Maitre d'Hotel 7, 41-42, 50 Serving booths 59
57-59
Make-up 6 Serving each course
Manager, restaurant
7 Tip 72
Meeting, staff 50 Settings (see Table Settings)
Menus Shoes 3, 5, 65
Content of 31-34 Side Orders 50
Presenting 42 Sidestand, preparation of 28,30
Types of 31, 63 Sidework 8, 2540
Why study 30-34 Silencer 27
Microwave Oven 36 Smorgasbord 22
On-the-Rocks, cocktails served 86 Sommelier, wine 81
Opening Duties Soups 18,31
Preparing the sidestand 28-30 Serving
of 58, 65
Preparing the tables 27-28 Special 34
Studying the menu 30-37 Spirits (see Liquor)
Orders Splits 80
Methods of taking 46-49 Station
Placing 52 Assignments 25-26
Picking up 52-54 Definition of 25
Technique of taking 44-46 Suggestions, making 50-51, 75, 89
Timing 51-52 Tablecloths 27
Organization, restaurant 6-8 Table d'Hote 31
Owner, restaurant 7 Table Settings
Payment of Check 69 For American service 15-18
Personal Check
69, 71 for American breakfast
Placemats 27, 30, 63 and lunch 15-16
Preparation Time 35-36 For banquet service 19-20
(see also Timing the Meal) For buffet 21
Profit (see Goals, restaurant) For family style service 20-21
Questions,
answering guests' 49-50 For French service 10-13
Rechaud 11 For Russian service 13
Reservations 27, 42, 50 Table Tents 31
Restaurant,
knowledge of 49-50 Tables, numbering 26
Rum 85 Tables,
preparation of 27-28
Russian Service 13 Tax 69
Safety 65-66 Teamwork 8
Salads, serving of 58-59
Tequila 85
Sanitation 68-69 Timing the Meal 51-52
Seating Guests (see also Preparation Time)
Controlling seating 42
Tip Trays 30, 69
How to seat guests 42 Tips
Where to seat guests 4142
Accepting 72
Who seats guests 41 Increasing 50, 62, 75
Selling (see Suggestions, making) On charge slip - 69
Serving the Meal Trays
59-61
Clearing dishes Balancing 61, 65
Efficiency dishes on
61-62 Lifting 65-66
Guest check and payment 69 Underliner 58
Handling unusual 3-6,68
Uniform
circumstances
62-65 Up, cocktaíls served 86
Safety 65-66 Very Young Guests 62-63
68-69
Sanitation Vintage 77
Serving beverages 59, 86-90 Vodka 85
104 WAITER AND WAITRESS TRAINING MANUAL
111111111111111111111111111
002230
LIB
613.2
D34 CEDOC - SECTOR
002230
1974
Dahmer, Sandra J.
The waiter and waltress t