Remarkable Service: A Guide to Winning and Keeping Customers for Servers, Managers, and Restaurant Owners
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Topics include:Dining room and kitchen organization and personnelReservations, greeting, and seatingClassic and modern styles of table service Beverage and wine serviceMoney handlingService challenges––what to do when things go wrongFront-of-the-house safety and sanitationIndustry surveys consistently show that service is the number one reason that people come back to a restaurant–or dine elsewhere. With competition increasing for today’s dining dollar, restaurants must go beyond culinary excellence to ensure their success. They must offer Remarkable ServiceSM, the kind of service that makes guests feel comfortable, makes dining out enjoyable, and creates customer loyalty.This book offers unique, comprehensive coverage of the principles, standards, and practices that are the hallmark of truly Remarkable ServiceSM. Written by The Culinary Institute of America, which has been hailed by Time magazine as "the nation’s most influential training school for cooks," it shares the knowledge and techniques necessary to exceed guest expectations through every part of the dining experience.Remarkable ServiceSM places detailed practical information within the framework of Nine Basic Principles of Hospitality and Service. These critical principles provide the foundation for building an outstanding customer service program in any setting, from informal to fine dining. Filled with invaluable real-life examples and important do’s and don’ts, this book gives both new and veteran servers–and their managers–the skills, confidence, and flexibility to bring Remarkable ServiceSM to virtually any situation–and keep customers coming back for more. Booknews The Culinary Institute has produced a clearly written, well- illustrated guide to restaurant service that also includes details of food and dining history to make this an unusually interesting didactic work. The text is designed for fine restaurants of all types, where diners are seated and served more than one course, with descriptions of table setting, when to bring drinks, how to deal with mistakes, how to organize staff, etc. Appendices provide a glossary of culinary terms and a selection of sample forms. Annotation c. Book News, Inc., Portland, OR (booknews.com)
ForewordVIIIntroductionIXChapter 1The Nine Basic Principles of Hospitality and Service1Chapter 2Styles of Table Service: Classic to Modern21Chapter 3Dining Room Organization and Personnel39Chapter 4The Front Door49Chapter 5Getting Ready for Service73Chapter 6Serving Guests: The Main Event103Chapter 7Beverage Service123Chapter 8Wine Service137Chapter 9Farewells159Chapter 10Special Service Challenges173Chapter 11Special Functions183Chapter 12Money Handling: Taking Care of Business193Chapter 13Safety and Sanitation205Afterword219Appendix A221Glossary of Technical TermsFrequently Confused Culinary TermsGlossary of Restaurant Slang TermsAppendix B257Sample FormsBibliography265PeriodicalsGovernment, Trade, and Professional GroupsInternet SourcesRecommended VideotapesIndex277
