{"product_id":"presenting-service-isbn-9780471475781","title":"Presenting Service","description":"Serving people is difficult and demanding work, but the rewards outweigh the challenges. Education, training, and a professional atti-tude are the ingredients needed to harvest those rewards.  Presenting Service, 2E educates servers, supervisors, and managers in the techniques and demeanor of professional service.  This book pays special attention to the historical context of service, the manager's role in good service including hiring and managing employees, how to become a good server, and the various types of service in food-service operations.  There is an art to good service that can be trained and taught, and Presenting Service provides the manager with the skills to create a good dining experience through good service. \u003cp\u003eix Preface\u003c\/p\u003e \u003cp\u003e\u003cb\u003e1 A Historical Overview of Service\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e2 Introduction\u003c\/p\u003e \u003cp\u003e2 The Age of Service\u003c\/p\u003e \u003cp\u003e3 Service: A Total Concept\u003c\/p\u003e \u003cp\u003e6 A Historical Overview of Service\u003c\/p\u003e \u003cp\u003e16 Chapter Summary\u003c\/p\u003e \u003cp\u003e17 Chapter Review\u003c\/p\u003e \u003cp\u003e17 Case Studies\u003c\/p\u003e \u003cp\u003e\u003cb\u003e2 The Professional Server\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e20 Introduction\u003c\/p\u003e \u003cp\u003e20 Finding Work\u003c\/p\u003e \u003cp\u003e20 Looking Professional\u003c\/p\u003e \u003cp\u003e21 Demeanor and Attitude of Successful Servers\u003c\/p\u003e \u003cp\u003e24 Learning Skills\u003c\/p\u003e \u003cp\u003e24 Product Knowledge\u003c\/p\u003e \u003cp\u003e24 Suggestive Selling\u003c\/p\u003e \u003cp\u003e25 Organization\u003c\/p\u003e \u003cp\u003e28 Tips\u003c\/p\u003e \u003cp\u003e29 Unions\u003c\/p\u003e \u003cp\u003e30 Laws Affecting Servers\u003c\/p\u003e \u003cp\u003e33 Chapter Summary\u003c\/p\u003e \u003cp\u003e34 Chapter Review\u003c\/p\u003e \u003cp\u003e34 Case Studies\u003c\/p\u003e \u003cp\u003e\u003cb\u003e3 Exceeding People's Needs\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e36 Introduction\u003c\/p\u003e \u003cp\u003e36 Managing Guest Complaints\u003c\/p\u003e \u003cp\u003e39 Serving Guests with Special Needs\u003c\/p\u003e \u003cp\u003e42 Chapter Summary\u003c\/p\u003e \u003cp\u003e43 Chapter Review\u003c\/p\u003e \u003cp\u003e43 Case Study\u003c\/p\u003e \u003cp\u003e\u003cb\u003e4 Service Mise en Place\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e46 Introduction\u003c\/p\u003e \u003cp\u003e47 Getting Ready\u003c\/p\u003e \u003cp\u003e62 Clearing and Resetting Tables\u003c\/p\u003e \u003cp\u003e63 Ending the Meal\u003c\/p\u003e \u003cp\u003e64 Quick-service Mise en Place\u003c\/p\u003e \u003cp\u003e65 The Cash Bank\u003c\/p\u003e \u003cp\u003e67 Chapter Summary\u003c\/p\u003e \u003cp\u003e68 Chapter Review\u003c\/p\u003e \u003cp\u003e68 Case Study\u003c\/p\u003e \u003cp\u003e\u003cb\u003e5 Service in Various Industry Segments\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e70 Introduction\u003c\/p\u003e \u003cp\u003e70 Banquet Service\u003c\/p\u003e \u003cp\u003e77 Service for Specific Meals\u003c\/p\u003e \u003cp\u003e79 Buffet Service\u003c\/p\u003e \u003cp\u003e82 Other Service\u003c\/p\u003e \u003cp\u003e86 Chapter Summary\u003c\/p\u003e \u003cp\u003e87 Chapter Review\u003c\/p\u003e \u003cp\u003e87 Case Studies\u003c\/p\u003e \u003cp\u003e\u003cb\u003e6 Service Areas and Equipment\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e92 Introduction\u003c\/p\u003e \u003cp\u003e92 Dining Area Equipment\u003c\/p\u003e \u003cp\u003e97 Table Service Equipment\u003c\/p\u003e \u003cp\u003e100 Menus\u003c\/p\u003e \u003cp\u003e102 Service Staff\u003c\/p\u003e \u003cp\u003e105 Chapter Summary\u003c\/p\u003e \u003cp\u003e106 Chapter Review\u003c\/p\u003e \u003cp\u003e107 Case Study\u003c\/p\u003e \u003cp\u003e\u003cb\u003e7 Classic Service Styles\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e110 Introduction\u003c\/p\u003e \u003cp\u003e110 French Service\u003c\/p\u003e \u003cp\u003e115 Russian Service\u003c\/p\u003e \u003cp\u003e116 American Service\u003c\/p\u003e \u003cp\u003e118 English Service\u003c\/p\u003e \u003cp\u003e119 Chinese Service\u003c\/p\u003e \u003cp\u003e121 Chapter Summary\u003c\/p\u003e \u003cp\u003e122 Chapter Review\u003c\/p\u003e \u003cp\u003e123 Case Study\u003c\/p\u003e \u003cp\u003e\u003cb\u003e8 Serving the Meal\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e126 Introduction\u003c\/p\u003e \u003cp\u003e126 Steps in Serving\u003c\/p\u003e \u003cp\u003e126 Greeting and Seating the Guests\u003c\/p\u003e \u003cp\u003e129 General Rules and Procedures for Serving\u003c\/p\u003e \u003cp\u003e133 Taking the Order\u003c\/p\u003e \u003cp\u003e138 Serving the Guests\u003c\/p\u003e \u003cp\u003e140 Clearing Tables\u003c\/p\u003e \u003cp\u003e141 Presenting the Check and Saying Goodbye\u003c\/p\u003e \u003cp\u003e143 Closing\u003c\/p\u003e \u003cp\u003e143 Formal Dining\u003c\/p\u003e \u003cp\u003e144 The Busperson's Role\u003c\/p\u003e \u003cp\u003e146 Chapter Summary\u003c\/p\u003e \u003cp\u003e148 Chapter Review\u003c\/p\u003e \u003cp\u003e148 Case Studies\u003c\/p\u003e \u003cp\u003e\u003cb\u003e9 Bar and Beverage Service\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e152 Introduction\u003c\/p\u003e \u003cp\u003e153 Some Important Facts about Beverage Alcohol\u003c\/p\u003e \u003cp\u003e155 Knowing Spirits\u003c\/p\u003e \u003cp\u003e158 Knowing Wine\u003c\/p\u003e \u003cp\u003e163 Knowing Beer\u003c\/p\u003e \u003cp\u003e165 Knowing Nonalcoholic Beverages\u003c\/p\u003e \u003cp\u003e168 Hospitality Behind the Bar\u003c\/p\u003e \u003cp\u003e169 Serving Spirits\u003c\/p\u003e \u003cp\u003e171 Serving Wine\u003c\/p\u003e \u003cp\u003e173 Serving Sparkling Wine\u003c\/p\u003e \u003cp\u003e174 Serving Beer\u003c\/p\u003e \u003cp\u003e174 Serving Nonalcoholic Drinks\u003c\/p\u003e \u003cp\u003e175 Serving Alcohol Responsibly\u003c\/p\u003e \u003cp\u003e179 Chapter Summary\u003c\/p\u003e \u003cp\u003e181 Chapter Review\u003c\/p\u003e \u003cp\u003e185 Case Studies\u003c\/p\u003e \u003cp\u003e\u003cb\u003e10 Management's Role in Service\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e188 Introduction\u003c\/p\u003e \u003cp\u003e188 Establishing Service Standards\u003c\/p\u003e \u003cp\u003e189 Management Functions\u003c\/p\u003e \u003cp\u003e193 Motivating Servers\u003c\/p\u003e \u003cp\u003e198 Scheduling Servers\u003c\/p\u003e \u003cp\u003e199 Dining Room Arrangement\u003c\/p\u003e \u003cp\u003e199 Kitchen Arrangement\u003c\/p\u003e \u003cp\u003e199 Training Servers\u003c\/p\u003e \u003cp\u003e202 Reservations\u003c\/p\u003e \u003cp\u003e205 Chapter Summary\u003c\/p\u003e \u003cp\u003e206 Chapter Review\u003c\/p\u003e \u003cp\u003e207 Case Studies\u003c\/p\u003e \u003cp\u003e\u003cb\u003e11 Table Etiquette\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e212 Introduction\u003c\/p\u003e \u003cp\u003e212 A History of Table Etiquette\u003c\/p\u003e \u003cp\u003e213 Principles of Public Dining Etiquette\u003c\/p\u003e \u003cp\u003e220 Tipping\u003c\/p\u003e \u003cp\u003e221 Dining Etiquette of Various Cultures\u003c\/p\u003e \u003cp\u003e225 Chapter Summary\u003c\/p\u003e \u003cp\u003e226 Chapter Review\u003c\/p\u003e \u003cp\u003e227 Case Studies\u003c\/p\u003e \u003cp\u003e229 Glossary\u003c\/p\u003e \u003cp\u003e237 Appendix: Duties of Service Workers\u003c\/p\u003e \u003cp\u003e243 Index\u003c\/p\u003e  \u003cp\u003e\u003cb\u003eLENDAL H. KOTSCHEVAR, P\u003csmall\u003eH\u003c\/small\u003eD, FMP,\u003c\/b\u003e is Professor Emeritus at Florida International University.  \u003c\/p\u003e\u003cp\u003e\u003cb\u003eVALENTINO LUCIANI, CHE,\u003c\/b\u003e is a former lecturer in the William F. Harrah College of Hotel Administration at the University of Nevada, Las Vegas.   \u003c\/p\u003e\u003cp\u003e\u003cb\u003eA DETAILED APPROACH TO PROVIDING SERVICE IN RESTAURANTS AND FOODSERVICE OPERATIONS\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003eService starts when a customer walks into a restaurant and doesn't end until he or she walks out. \u003cb\u003e\u003ci\u003ePresenting Service, Second Edition,\u003c\/i\u003e\u003c\/b\u003e is an up-to-date, hands-on guide for managers that presents the essential skills and know-how to direct a foodservice staff through a successful, completely enjoyable dining experience.  \u003c\/p\u003e\u003cp\u003ePacked with checklists, objectives, key terms, and chapter summaries and reviews, this \u003cb\u003e\u003ci\u003eSecond Edition\u003c\/i\u003e\u003c\/b\u003e features a new chapter on bar and beverage service that includes coverage of specialty coffees as well as insightful cocktail and wine service advice for better serving and recommending alcoholic and nonalcoholic beverages to guests. Other valuable features of this revised edition include: \u003c\/p\u003e\u003cul\u003e \u003cli\u003eA new chapter on classic service styles, including the techniques of French, Russian, American, English, and Chinese dining\u003c\/li\u003e  \u003cli\u003eA new chapter on table etiquette that contains a historical perspective as well as thorough coverage of etiquette rules concerning special foods and various cultures, such as European, Chinese, Indian, and Middle Eastern dining\u003c\/li\u003e  \u003cli\u003eCustomer Service and Foodservice Security boxes that identify tips and best  practices for handling customer and security issues\u003c\/li\u003e  \u003cli\u003eA new appendix covering the duties of service workers that explains the responsibilities of the frontline staff, including the host, server, bus person, and bar server\u003c\/li\u003e \u003c\/ul\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47989842739429,"sku":"NP9780471475781","price":87.5,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780471475781.jpg?v=1761785652","url":"https:\/\/k12savings.com\/products\/presenting-service-isbn-9780471475781","provider":"K12savings","version":"1.0","type":"link"}