waiter and waitress

SONDRA J. DAHMER & KURT W. KAHL

KURT W. KAHL

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THE WAITER AND WAITRESSTRAINING MANUAL

SONDRA J. DAHMER

SECTUR -BIBLIOTECAJule Wilkinson, Editor

CBI PUBLISHING COMPANY, INC.51 Sleeper Street

Boston, Massachusetts 02210

211.9

2019

We wish to express our appreciation to those who assistedin providing the following illustrations:Angelica Uniform Co.pp. 4, 5; The Abbey, Fontana, Wis.,William T. O'Brien, photographerp. 11; The Abbey, WallyE. Schulz, photographerpp. 14, 26, 43, bottom 53, 58, 60,66, 67, 82; The Abbeyp. 22; Playboy Club, Lake Geneva,Wis., p. 20; Lakeside Manufacturing, Inc., p. 29; Magic ChefInc., p. 36; Court Yard Inn, Elkhorn, Wis., William T.O'Brien, photographerpp. 44, top 60, 70; Marc's Big Boy,Kenosha, Wis.p. 47; National Cash Register, pp. 48, top71; Burlingshire, Burlington, Wis., Wally E. Schulz, photog-rapherpp. 51, 63, 72; Traveler Coffee Shops Inc., Elkhorn,Wis.p. 53; Ray Radigan's, Kenosha, Wis.p. 78.

Printing(last digit): roCopyright 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.

ISBN 0-8436-0575-8 (Paper)

Library of Congress Catalog Card No. 73-83574

Printed in the United States of America

TABLE OF CONTENTS

PREFACE AND ACKNOWLEDGMENTS

FOREWORD vii

Chapter1 THE WAITER AND WAITRESS 1

ADVANTAGES OF THE POSITION 1QUALIFICATIONS FOR THE JOB 2APPEARANCE ON THE JOB 3THE RESTAURANT ORGANIZATION 6TEAMWORK WITH CO-WORKERS AND

SUPERVISORS

8QUESTIONS

9PROJECTS

9

2 TYPES OF TABLE SERVICE AND SETTINGS 10FRENCH SERVICE 10RUSSIAN SERVICE 13ENGLISH SERVICE 15AMERICAN SERVICE 15BANQUET SERVICE 19FAMILY STYLE SERVICE 20BUFFET

21SMO RGASBORD 23QUESTIONS

24PROJECTS 24

3 SIDEWORK 25STATION ASSIGNMENTS

25DINING ROOM PREPARATION 27STUDYING THE MENU 30CLOSING THE DINING ROOM 38QUESTIONS 39PROJECTS 40

Chapter4 INITIATING THE SERVICE

41SEATING GUESTS

41APPROACHING THE GUESTS

42TAKING ORDERS

44ANSWERING QUESTIONS 49MAKING SUGGESTIONS

50TIMING THE MEAL 51PLACING THE ORDER IN THE KITCHEN 52PICKING UP ORDERS FROM THE KITCHEN 52QUESTIONS 55PROJECTS 56

5 SERVING THE MEAL 57

SERVING TABLES AND BOOTHS 57EFFICIENCY WHEN SERVING 61HANDLING UNUSUAL CIRCUMSTANCES 62SAFETY, AND REPORTING HAZARDS 65SANITATION RESPONSIBILITIES 68THE GUEST CHECK AND PAYMENT 69ACCEPTING THE TIP 72QUESTIONS 73PROJECTS 74

6 WINE AND BAR SERVICE 75

SIGNIFICANCE OF SERVING WINE,LIQUOR AND BEER 75

WINE SERVICE 76LIQUOR SERVICE 84BEER SERVICE 89

QUESTIONS 91PROJECTS 92

WAITER AND WAITRESS QUIZ 93

GLOSSARY 98

SELECTED REFERENCES 101

INDEX 102

PREFACE AND ACKNOWLEDGMENTS

Approximately one-third of the meals consumed in theUnited States are eaten away from home, and indications arethat this number will increase. A growing population, moremoney to spend and an increase in travel are important factorsin bringing about this trend. A major portion of the meals con-sumed away from home are eaten in restaurants. New restau-rants are opening and established restaurants are expanding theirservices to accommodate the increase in restaurant patronage.As a resulta there will be many opportunities available for per-sons interested in becoming waiters or waitresses.

Purpose of This Book. The Waiter and Waitress TrainingManual is a practical guide for those who want to learn how toproperly serve food in a restaurant. It is addressed to potentialand actual waiters and waitresses, and it is designed also for man-agers or supervisors who tra n the servers in a restaurant. Themanual contains six chapters hich discuss the responsibilities ofa waiter or waitress and the techniques of proper service. Alsoincluded are helpful pictures and photographs. Questions andprojects at the end of each chapter help the trainee review andapply the material presented. The book also contains a quiz forfinal review, a glossary of definitions and an index for quick

vi WAITER AND WAITRESS TRAINING MANUAL

reference to specific serving procedures.Suggestions to Trainers. Use this manual as a textbook in a

classroom or for training waiters and waitresses in a restaurant.Assign chapters, questions and relevant projects from the manual,and build competencies through group discussion and practice.The quiz may be used to evaluate the trainees' knowledge ofserving procedures.

Suggestions to the Waiter, Waitress or Trainee. Use thismanual as a self training aid for learning how to serve or for in-creasing your serving knowledge and skills. After reading thechapters, answer the questions, complete as many of the projectsas possible and take the quiz for a review of proper serving pro-cedures.

We would like to acknowledge the help of Mary Lou Sheffer,Jane Christiansen, William T. O'Brien, Maria Anna Kahl, JoeDahmer and many others whose talents, time and encouragementmade this manual possible.

S. J. D.K. W. K

FOREWORD

Probably the most successful public r9ations program inNational Restaurant Association history has been the nationwide"We're Glad You're Here" promotion which started in 1971.Its purpose has been to motivate all of us in foodservice andlodgingthe Hospitality Industryto improve the way we treatour guests. We all know Americans are eating out more oftenevery day. "We're Glad You're Here" aims at insuring that theyenjoy the experience by showing that we in the industry wantthem to enjoy it. Needless to say we want them to feel so wel-come that they'll want to come back for more of our good food-and more of our warm hospitality.

More than 18 million coasters, 9 million placemats and inexcess of 1.5 million buttons have been distributed to date, allbearing the campaign slogan. Governors, mayors, travel organi-zations and industry suppliers have endorsed it, and "We're GladYou're Here," with or without attribution to the NRA, gracesposters and signs in airports, convention halls and offices as wellas restaurants. In addition to waiters and waitresses, airline tick-et agents, hotel bellmen, salesmen and ushers wear the slogan'sbutton. If a slogan could do the job, we should be confidentthat a spirit of hospitality now reigns in our industry and is vis-ible to every guest.

But slogans and buttons alone will not achieve the resultswe want. Trainingorganized, continuous and budgeted for interms of both time and moneyis necessary to make "We'reGlad You're Here" known to the customer. Specific training forwaiters and waitressesthe key people who actually meet thepublicis necessary if our guests are to want to return. Guestsmust be served better, more courteously and more efficiently.Waiters and waitresses who know how to do their jobs, who rec-ognize the importance of the customer, and whose own impor-tance is recognized in formal training by management are crucialin implementing the "We're Glad You're Here" feeling.

There is, of course, no one training program for all restau-rants, nor is there one book which has universal application. TheWaiter and Waitress Training Manual, however, should be of sub-stantial value to many foodservice operations as well as in schoolprograms preparing young people and adults for their importantwork of serving the eating-out-publicand doing it well.

Chester G. Hall, Jr., Ph. D.Executive Vice PresidentNational Institute for the

Foodservice Industry

CHAPTER ONE

The Waiterand Waitress

The waiter and waitress are restaurant employees who waiton the guests by making them feel welcome and confortable,taking their orders, serving the meal, clearing the area and settingthe table for the next party of guests. The server also maintainsthe service arcas of the dining room and kitchen so that every-thing is ready for smooth, efficient service. Chapter I discussesthe advantages of a waiter's or waitress's job, the qualificationsnecessary to become a server, the personal appearance of theserver on the job and the waiter's or waitress's position in theorganizational structure of the restaurant. In addition to these,a server's job encompasses total tearnwork with fellow employeesand supervisora.

ADVANTAGES OF THE POSITIONThere are several advantages to making serving a career. One ofthe advantages of being a waiter or waitress is that you may becompensated well for rendering service to guests in a restaurant.In some elegant restaurants, a waiter or waitress who gives goodservice can make more money in tips and wages than a cook,sec-retary, policeman or airline stewardess.

Another advantage of being a waiter or waitress is that youare serving the public and can meet many interesting people.

2 WAITER AND WAITRESS TRAINING MANUAL

You will make new friends among people of all ages and fromall walks of life.

You are also fortunate that a waiter or waitress needs onlya minimal investment in clothes for work. Whereas jobs in anoffice require a large investment in business clothing, waiter's orwaitress's jobs require only a few uniforms and confortableshoes.

It is also advantageous to some people to work in pleasantsurroundings. Many restaurants have very elaborate decor andatmosphere.

Finally, you will gain personal satisfaction from doing a jobexceptionally well. Compliments and tips from the guests andwords of praise from your manager are your rewards for givinggood service.

QUALIFICATIONS FOR THE JOBIn order to qualify for a position as a waiter or waitress youmust be:

a. Reliable. Management must be able to depend on you tofulfill the responsibilities for which you were hired. You mustreport to work on time, serve the customers properly and com-plete all tasks assigned.

b. Cooperative. You must be willing to work with otherco-workers in a common effort toward completing work assign-ed. You must also adapt to the policies of management.

c. Personab/e. A waiter or waitress should take the initia-tive to be friendly, patient and courteous to guests, co-workersand management. However, never be "familiar" with customersnor use terms such as "folks" or "honey" when addressing guests.

d. Healthy. Since a serving job requires the server to be inclose contact with guests, co-workers and food, you must behealthy to avoid spreading disease and to maintain a good ap-pearance. A healthy server looks good and has the energy toperform his job properly.

e. Know/edgeable. A good waiter or waitress must learnappropriate serving methods and how to apply them in a smooth,efficient manner. You must have an extensive knowledge of thefood items on the menu. A working knowledge of basic math isnecessary to properly calculate the guest's check.

The Waiter and Waitress 3

APPEARANCE ON THE JOBYour appearance on the job influences the first and, consequent-ly, the lasting impressions that a customer has of the restaurant.Since you may be one of the few members of the restaurant staffa guest sees, a customer may judge the restaurant largely by yourappearance and service.

The Uniform. A uniform is a garment that identifies theoccupation of the wearer such as that of the nurse, policeman,sailor, pilot or waiter and waitress. The appearance of yourwaiter's or waitress's uniform leaves an impression on the guests.If it is clean and neat, you project a sanitary image of the restau-rant. If your uniform is soiled or wrinkled, you will not impressthe guests favorably and the guests, deciding that the uniform re-flects the standards of the whole operation, may never return.

The uniform should fit well; if it is too tight, it will restrictyour movement. A waitress's uniform should have a fashionablehem length, but not be so short that-you feel conspicuous whenreaching or bending.

Waiters must be sure slacks are properly pressed and thatjackets and ties are clean and neat.

Waiters and waitresses should wear a clean uniform for eachwork day and keep an extra one at work in case of emergency.Most uniforms today are made of synthetic fiber blends that areeasy to maintain. If you do spill food on the uniform, removethe stains as soon as possible and launder according to manu-facturer's directions.

Uniforms that are in disrepair are as unattractive as soileduniforms. Repair torn hems and seams and replace buttons be-fore you wear the uniform again.

Shoes are a part of the uniform and should have attentiondaily. Buy sturdy waiter's or waitress's shoes with arch supports.Have worn heels and soles repaired and be sure shoes are cleanand polished for work.

Waitresses might consider support hose for comfort andpantyhose for good appearance, especially since the serving jobrequires reaching and bending. Keep an extra pair of hose inyour locker or purse in case of a run.

Plain wedding bands may be worn but engagement ringsand watches cannot be worn since a stone or a part of a watch


Y ou are the first restaurantemployee the customer seesso be sure your uniform isclean and neat. Y our appear-ance can help to create a goodimpression for the entire oper-ation.


Good grooming, clean shirts,well pressed slacks, and neatlybuttoned jacketS st the stagefor good service.

Shoes are an important part ofyour appearance and shouldalways be clean and polishedwith heels in good repair.Women will find low heelsmore comfortable and, forsafety, rubber heels are rec-ommended.


or crystal could drop into food. Decorative jewelry does notlook professional nor is it very sanitary when you are workingwith food.

Grooming. Careful attention must be given to your personalhygiene and grooming since you are working with the public. Inorder to look well physically, you must have the proper amountof rest each night. Bathe daily and wear an anti-perspirant toprevent body odors. Brush your teeth, use a mouth wash andsee a dentist twice a year. Use breath mints or breath sprays atwork. Never smoke or chew gum in front of guests.

Wear your hair in a simple, stylish manner, never in a highor extreme coiffure. Be sure it is clean and combed. Wear hairspray, a hair net or a cap or hat to prevent hair from getting inthe food. State laws and management policy regulate the use ofhair nets. If you are asked to wear one, try the invisible hair netsavailable today which will not detract from your appearance.

Waiters and waitresses should be sure hands and nails areclean since they are often on display. Scrub the nails and trimthem to a short, even length. Waitresses may wear a conservative-ly colored or clear nail polish.

Waiters must be cleanly shaven, and waitresses should use aminimum of make-up to enhance their appearance. Waitressesmay wear a conservative application of eye make-up and lipstick.Strong perfumes or colognes should not be worn since they donot enhance food aromas.

Keep your hands away from your hair and face. Wash yourhands with soap after using the restroom, and as often as pos-sible after clearing soiled dishes or handling money.

Check your total appearance in the mirror before you startwork. Ask yourself this question, "If I were in the restaurantbusiness for myself, would I give myself a job?"THE RESTAURANT ORGANIZATIONThe restaurant organization is the structure of personnel whoseactivities are necessary to reach the goals of the establishment.These activities are assigned to the employees so that no workwill be duplicated or omitted, and the goals will be achieved ef-ficiently.

The goals of a restaurant are to satisfy the customers and


to make a profit. Your job is to assist the management to reachits goals by cooperating and working with the organizationgiv-ing good service, being efficient, avoiding waste and followingthe rules and regulations set up by management. Remember,you may not have a job if the restaurant does not achieve itsgoals.

Knowing how you fit finto the organization will help youhave the proper attitude toward your job. The owner or ownersare at the top of the organization structure. The manager andassistant manager usually have authority over the bar, diningroom and kitchen. In the dining room, the hostess and maitred'hotel may report to a dining room manager and the headwaitress and head waiter may report to the hostess or maitred'hotel. Waiters and waitresses usually report to their immediatesupervisor who may be a head waitress or head waiter. Busboysor busgirls assist the servers. In small restaurants, several of theaboye positions may be assumed by the same person. For in-stance, your immediate supervisor may be a maitre d'hotel orhostess who also assumes the head server's job.

The chart below shows a traditional organization structurein a restaurant.

OWNER

RESTAURANT MANAGER

HOSTESS OR MAITRE'D HOTEL

HEAD WAITER OR HEAD WAITRESS

WAITERS &WAITRESSES BUS BOYS

The relationship of the personnel in a traditional dining room is shown inthis organization chart.


To avoid causing problems within the organization, followthe organization structure. When you have questions or prob-lems concerning the rules, regulations or policies, report them toyour immediate supervisor.

TEAMWORK WITH CO-WORKERS AND SUPERVISORSTeamwork means cooperating and working together with co-workers and the supervisor of the dining room to serve the pub-lic. A serving team is like a football team working toward a com-mon goal. Whether the goal is a touchdown or a satisfied cus-tomer, the principles are the same.

Arrive at work with a positive attitude. Leave your personalproblems at home and do not discuss them with co-workers orguests. Be cheerful and happy in your work; this attitude willspread to other workers and to the guests. If you have problemson the job, work them out or discuss them with your supervisorinstead of co-workers. Work can be pleasant or painful depend-ing on your attitude toward it.

Avoid raising your voice to any co-worker or the chef whenproblems arise. Instead try to handle the situation calmly.

Give co-workers assistance when they are in need of helpand you are not busy. For example, help them carry trays offood when they are serving an especially large party. If a guestin a co-worker's station asks you for service, either cheerfullyrender the service or inform the guest's server. Remember, co-workers may return the favor when you are busy.

Refrain from chatting or gossiping with co-workers in thedining room. Your responsibility lies with your guests when youare on duty. If you have spare time, use it productively to checkyour station, polish glasses, fill condiment containers and re-plenish the sidestand.

If you are ill, notify your supervisor as soon as possible.Absenteeism without proper notification may mean that a co-worker must assume your duties along with his own if a replace-ment is unobtainable.


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 topof the right hand side, list a rating scale of Poor, Fair, Goodand Excellent. Rate yourself by checking the appropriatecolumn 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 yourchoice and note whether the appearance of the servers issatisfactory or unsatisfactory.

3. Draw an organization chart of a restaurant of your choice.Indicate who would be your immediate supervisor if you werea server there.

4. Have a group discussion and decide the best course of actionto 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 TableService and Settings

Several different types of service are used in restaurants.Most forms of service originated in private honres of Europeannobility and over the years have been modified for restaurantuse. Today each type retains particular distinguishing features,although some restaurants have combined features of two ormore serving styles to accommodate the menu, facilities and im-age of the restaurant. The four traditional forms of service dis-cussed in this chapter are French, Russian, English and American.

Other popular types of service explained in this chapter arethe banquet, family style, buffet and smorgasbord.

In addition to the distinguishing features, serving responsi-bilities, advantages and disadvantages of different forms of ser-vice, the table setting or cover of each is described. A cover isthe arrangement of china, silverware, napkin and glassware ateach place setting.

FRENCH SER VICEFrench service is a formal type of service originated for Europeannobility and presently enjoyed by a few who can afford the timeand expense of meals served in this manner.

French service is distinguished by the fact that food iscooked or completed at a side table in front of the guests. Thefood is brought from the kitchen to the dining room on heavysilver platters and placed on a cart called a guridon. A small

Types of Table Service and Settings 11

In French service, food is cooked in front of the guests. Here, Suzettes,a favorite French dessert, are (lamed with liquor on a side table while theguests watch.

spirit stove called a rchaud is used to keep the food warm. Thefood is completed by cooking, deboning, slicing and garnishingas necessary and served to the guests on heated platel. Onlythose foods that can be cooked, assembled or completed in areasonably short time are prepared in front of the guests. Typi-cal specialties that may be served in the French style are LaSalade Csar (Caesar salad), Le Tournedos au Poivre (peppersteak), and Les CrPpes Suzettes (crepes in orange sauce).

French service employs two waiters working together toserve the meal and may include a captain to seat guests and awine steward to serve wine. The principal waiter is the chef derang (or experienced waiter) who seats the guests when a captainis not present, takes the order, serves the drinks, prepares someof the food with flourish at the guests' table and presents thecheck for payment. His assistant is the commis de rang, whotakes the order from the chef de rang to the kitchen, picks up


the food and carries it to the dining room, serves the plates asdished up by the chef de rang, clears the dishes and stands readyto assist whenever necessary. All food is served and cleared fromthe right of the guests except for butter, bread and saladwhichshould be placed to the left side of the guests.

Finger bowls, bowls of warm water with roce petals orlemon slices in them, are served with all finger foodssuch aschicken and lobsterand at the end of the meal. The finger bowlis placed on a doily on a small plate called an underliner andplaced 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 horsd'oeuvre plate, napkin, dinner fork, dinner knife, soup spoon,butter plate, butter spreader, dessert fork and spoon and wateror wine glass. Here is the French arrangement of serviceware:

Serviceware in French service includes: (1) butter plate,(2) butter spreader, (3) dinner fork, (4) dinner knife, (5)soup spoon, (6) dessert spoon, (7) dessert fork, (8) horsd'oeuvre plate, (9) napkin, ( 10) water glass.


Advantages and Disadvantages of French Service. The ad-vantages of French service are that guests receive a great deal ofattention and the service is extremely elegant. The disadvan-tages are that fewer guests may be served, more space is neces-sary for service, many highly professional waiters are required,and service is time consuming.

RUSSIAN SER VICERussian service is similar to French service in many respects. Itis very formal and elegant, and the guest is given considerablepersonal attention. It employs the use of heavy silver service-ware, and the table setting is identical to the French set-up. Thetwo major differences are that only one waiter is needed to servethe meal and food is fully prepared in the kitchen.

The food is attractively arranged on silver platters in thekitchen. The waiter picks up the platters of food and heatedplates and carries them to the dining room on a large tray whichhe places on a sidestand. Then he places a plate before each guestfrom the right side, going around the table clockwise.

Standing to the left of the guest and holding the platter offood in his left hand, the server shows each guest the food andthen, using a large spoon and fork, he dishes up the desired por-tion on the guest's plate. (See picture of Russian service on thefollowing page.) He continues serving counterclockwise aroundthe table and then returns the unserved food to the kitchen.

As in French service, finger bowls and napkins are servedwith the meal, and soiled dishes are cleared when all guests havecompleted the meal.

Advantages and Disadvantages of Russian Service. The ad-vantages of Russian service are that only one waiter is neededand service is as elegant as French service, yet faster and less ex-pensive. No extra space.is needed for special equipment, such asthe guridon.

The disadvantages of Russian service are the large investmentin silver serviceware and the number of platters needed whenevery guest orders a different selection. Another disadvantage isthat the last guest served must select from the unappetizing foodremaining.


When serving food from a pan or platter, the server uses a serving spoonand fork in one hand to place food and juices on the guest's plate.


ENGLISH SERVICEEnglish service is used occasionally for a special dinner served ina private dining room of a restaurant, but it is more typical of ameal served by servants in a private home.

The food on platters and the heated plates are brought fromthe kitchen and placed before the host at the head of the table.The host carves the meat, if necessary, and dishes up the entreeand vegetable on individual plates. He hands the plates to thewaiter standing to his left, who serves the hostess, guest of honorand all other guests. Dessert may also be served in this manner.All sauces and side dishes and, in some cases, the vegetables areon the table to be passed by the guests.

AMERICAN SERVICEAmerican service is less formal than French, Russian or Englishand is the most prevalent style in restaurants.

American service is distinguished by the fact that food isdished up on plates in the kitchen. Except for the salad and thebread and butter, most of the food is placed on the entree plate.Only one waiter or waitress serves the meal. Food is served fromthe left of the guest, beverages are served from the right andsoiled dishes are cleared from the right. The remainder of thismanual explains American Service in detail (See Chapters 3, 4,5 and 6).

The American breakfast and lunch table setting differs fromthe American dinner setting. Breakfast and lunch are simplemeals and require only a limited amount of serviceware. Dinnerinvolves more courses and more serviceware.

American Breakfast and Lunch Cover. Serviceware for theAmerican breakfast and lunch cover includes a dinner fork,dinner knife, teaspoon, napkin, bread-and-butter plate, butterspreader (optional) and water glass.

The breakfast and lunch cover is placed approximately oneinch from the edge of the table. The napkin is in the center ofthe cover. To the left of the napkin is the fork, and to the rightof the napkin is the knife with the blade facing toward the nap-kin. The teaspoon is to the right of the knife. The water glassis placed aboye the tip of the knife. The bread-and-butter plate


In the American Breakfast andLunch Cover, at the start ofthe service, these items areused: (1 ) bread and butterplate, (2) dinner fork, (3) din-ner knife, (4) teaspoon, (5)napkin, (6) water glass. A but-ter spreader may be placed onthe bread and butter platethough it is not often done.

is placed aboye the tines of the fork. Traditionally, a small butterspreader is placed on the rim of the bread-and-butter plate, buttoday it is used by only a few restaurants. Abo ye is the initialAmerican breakfast and lunch cover.

When coffee is served, the cup and saucer is placed to theright of the teaspoon. Breakfast toast or a luncheon salad isplaced to the left of the fork. The entree plate is placed directlyin the center of the cover after the guest has removed the napkin.Side dishes and accompaniments are placed in a convenient loca-tion on the table when served. Abo ye on the facing pape is theplace setting including the dishes served during the meal.

American Dinner Cover. Serviceware for the American din-ner cover includes two dinner forks, dinner knife, bread-and-but-ter spreader, two teaspoons, service plate (optional), napkin,bread-and-butter plate, and water glass.

The dinner cover is placed approximately one inch from theedge of the table. The napkin is placed on a service plate or by


As food is served for the American Breakfast and Lunch, the dishes areplaced in specific locations of the cover as diagrammed on the facing page.They are positioned as shown: (1) plate for breakfast toast or luncheonsalad, (2) entree plate, (3) cup and saucer.

itself in the center of the cover. The two dinner forks are to theleft of the napkin. The dinner knife is to the immediate right ofthe napkin, then, in order, are the bread-and-butter spreader andtwo teaspoons. The blades of the knives face the napkin. Thewater 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.


The American Dinner Cover isset as follows: (1) and (2) din-ner forks, (3) dinner bufe, (4)butter spreader, (5) and (6)teaspoons, ( 7) napkin, (8)bread and butter plate, (9)water glass.

When soup or an appetizer is ordered, it is placed on anunderliner and served in the center of the cover. The salad isplaced to the left of the forks, and coffee, when served, is placedto the right of the spoon. The entree is placed in the center ofthe cover. Special purpose silverware is brought in as needed,such as the soup spoon with soup. Rolls, accompaniments andside dishes are placed in convenient locations on the table. Dia-grammed on the facing page is the place setting including thedishes served during the course of the meal.

Types of Table Settings and Service 19

As a meal is served using the American Din ner Cover, the dishes are addedas follows: (1) salad plate, (2) service plate, (3) cup and saucer.

BANQUET SERVICEBanquet service is serving a meal to a group of persons who havedetermined 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 initialcover 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 onthe table just before the guests are seated. Also at this time, icewater is poured, butter pats are placed on the bread-and-butterplates 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 banquetwaiter or waitress can handle more guests than in other types ofservice.

The food is plated in the kitchen and served to the guests in

421A banquet set-up often features a head table for officials, speakers andhonored guests. Head table is usually raised abo ye level of other tables.


the usual American serving style (See Chapter 5).Advantages and Disadvantages of Banquet Service. The ad-

vantages of banquet service are that the menu and serving timeare predeterminedwhich makes service a simple routine accom-plished by fewer servers than other types of serving.

A disadvantage of banquet service is that guests receive verylittle personal attention since they are usually seated in closequarters, making it difficult to serve them properly.

FAMIL Y STYLE SERVICEFamily style service is an informal modification of American ser-vice. All necessary preparation, such as cooking foods and slicingmeats, is done in the kitchen. The food is then dished up in largebowls and on platters and is properly garnished. The waiter orwaitress serves the bowls and platters by placing them in the cen-ter of the table. The food is passed around the table by theguests who help themselves to the portions desired.

The amount of service required of the waiter or waitress isminimized since the server simply sets the food on the table,


pours the beverages, brings the appropriate condiments and clearsaway the soiled dishes. Initial platters and bowls contain onlyenough servings for the number of guests in the party. If there isan all-you-can-eat feature with family style service, waiters andwaitresses must refill serving containers when requested.

Usually the American cover or a modification is used. Ser-ving spoons are brought with the platters and bowls of food.

Advantages and Disadvantages of Family Style Service. Thissimplified manner of service is advantageous to new servers whohave not learned the proper details of serving. This type of ser-vice is fast, lince the guests actually serve themselves; a waiter orwaitress will be able to serve more people than when a moreformal type of service is used.

The disadvantages are that the customer receives less per-sonal attention and must serve himself from a food platter whichbecomes less attractive as other guests serve themselves.

BUFFETThe buffet is a type of service in which guests select their mealfrom an attractive arrangement of food on long serving tables.The guests either help themselves or are served by chefs standingbehind the buffet tables. Usually the service combines bothtypes; the guests select relishes, salads and vegetables themselves,and the meat is carved and served to the guests by chefs. (Seepicture on following page.) Silverware and napkins may 15e con-veniently located on the buffet table for the guests to pick upwith 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 thedesign of the buffet. The servers may serve only beverages anddessert or they may serve several courses, such as the appetizerand soup, at the guests' table. In another variation, only thesalad is served buffet-style; the remainder of the meal is servedin the usual manner.

Advantages and Disadvantages of Buffet Service. One ad-vantage of buffet service is that food can be displayed in a veryattractive manner. However, this can be a disadvantage if care isnot taken to keep the food selections fresh and complete. An-other advantage is that servers can attend to many guests at one


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.

SMORGASBORDA smorgasbord is a buffet featuring a large selection of food withmany Scandinavian selections such as cheese, herring and lude-fisk. Usually guests may come back to the smorgasbord table andrefill their plates as often as they delire. The basic discussion ofbuffets aboye also applies to smorgasbords.


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.


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 withthe following headings: Distinguishing Features, Server's Re-sponsibilities, Advantages, Disadvantages. Complete the chartusing information from this chapter.

2. Using proper serviceware, set up the American breakfast andlunch 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 theplacement of various foods as they are served.

3. Observe different types of service in various restaurants, anddiscuss what you have learned with other trainees.

CHAPTER THREE

Sidework

"Sidework" is a term designating all the duties the waiter orwaitress performs other than those directly related to serving theguests. Sidework includes the opening duties such as setting upwork areas, preparing the dining room and studying the menu,as well as leaving the work area in proper order upon comple-tion of the shift.

STATION ASSIGNMENTSA station is a section of the dining room (with seating for abouta dozen or more guests at tables, booths or counter) which isassigned to a waiter or waitress.

Ideally, a dining room should be divided into stations thatare equal to one another in the number of people they seat, inthe distance from sidestands and kitchen and in desirability ofseats to the guests. Of course, this is impossible in most diningrooms, because there will always be less desirable seats nearkitchen 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 assignstations to waiters and waitresses on a rotational basis; serverstake turns from day to day serving in the best stations.

In some restaurants servers with seniority have permanentstations which may be larger or more desirable than others. Thisis done because these servers are experienced and can handle


more guests, and because certain customers request a particularserver and seat. The new waiter or waitress may be assigned aless desirable stationwhich gives him a chance to gain exper-ience with a smaller number of guests.

For convenience, tables are often numbered and stationsare assigned by giving the numbers of the tables to a waiter orwaitress. The server then may use these numbers on orders andguest checks to identify the party of guests being served.

The proper way of arranging the tablecloth is so that the edges of the clothjust 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 arrangementof the cloth, napkins and place settings.

Sidework 27

DINING ROOM PREPARATIONPreparing the Tables. The first opening Cluty is to check yourstation to see that the general area is presentable and ready to setup for service. Set up enough tables to accommodate the reser-vations and the average number of persons without reservationswho are expected.

Using a clean cloth or sponge in a solution of mild detergentand warm water, thoroughly wash the tables before you set them.Check the seats, dusting off crumbs and cleaning sticky areas.

If tablecloths are used, select the appropriate size and spreadthe cloth on the table so that all four corners hang evenly andthe edges of the tablecloth just touch the seats of the chairs.(See picture facing page.) Often a padding or second tableclothcalled a silencer is placed beneath the top cloth. The silencergives the table a better appearance ande softens the clanking noiseof the serviceware.

A professional way of placing the cloth on the table is toplace the centerfold at the center of the table and to simply openthe cloth to cover the table top. This method assures a quick,well centered placement of the cloth. It may be used to replacesoiled cloths while guests are present.

When condiments, candles and ashtray are on the table andthe soiled cloth must be changed, move the items to one half ofthe tablecloth; gather up the soiled cloth, exposing one half ofthe table or silencer; then place the center items on the table orsilencer. Remove the rest of the soiled cloth completely, enclos-ing the crumbs so they do not fall on the seats and floor.

Replacing the cloth is the reverse operation. With centeritems remaining at the edge of the table, place the centerfold ofthe tablecloth at the center of the table. Fold up the top half sothe center items may be placed on the surface of the cloth. Thenopen the cloth completely and arrange the condiments, center-piece, ashtray, etc. (See drawings on following page.)

If placemats are used, it is a simple matter to arrange themneatly on the clean tables.

After the tablecloths or placemats are arranged properly,set up the covers. A cover consists of the china, silverware, nap-kins and glassware at each place setting. The amount of service-ware and the arrangement depend on the type of service and themeal to be served (See Chapter 2).


The 3 steps in quickly positioning aclean tablecloth are illustrated atright this page and on top of facingpage. The fold of the cloth is placedin the center of the table. Cloth isopened and gathered gently at cen-ter of table while ashtrays and saltand pepper shakers are transferredto half already spread. Cloth is thenspread over remainder of table fromopposite side.

Carry supplies of chinaware, glassware, silverware and nap-kins to the table on clean trays. Handle china by the edges, glass-ware by the bases or stems and silverware by the handles as youset up the covers. Check and set aside any serviceware that isdamaged or still soiled, and return it to the kitchen. Glasses andcups should be inverted until the time of service, but be sure theglasses are inverted on only clean tablecloths and placemats sothe rims remain sanitary.

After the covers have been set, check to see that all center-pieces are fresh and clean, that candles are replaced and thatlights are in working order. If your establishment has printedmatchbook covers, place one book in each ashtray. When tabletent menus are used, place them uniformly on all tables.

Preparing the Sidestand. A sidestand is a storage and ser-vice unit located close to serving areas. It eliminates the need forwaiters and waitresses to make frequent trips to the kitchen forsupplies.

Sidework 29

A sidestand like this placed close to serving areas puts items needed in easydistance of the guests and reduces the number of trips that must be madeto the kitchen. See following page for list of supplies usually kept in thesidestand for use in the dining room.


One of the main opening duties is to stock the sidestandnearest your station with various serviceware, garnishes, bever-ages and supplies. The items kept in stock at the sidestand willvary among restaurants. Some of the typical sidestand suppliesinclude:

Coffee warmers with fresh coffeeIce and tongsClean ashtrays and matchesClean folded napkinsSponges and towelsOrder pads, guest checks and extra pencilsCondiments such as salt, pepper, steak sauce, catsup,mustard and seasoning salt in clean, filled containersMeal accompaniments such as lemon wedges, coffeecream, horseradish and jelly or preserves according tothe menu of the day. (See following sectionKnowingMeal Accompaniments)Clean placematsChildren's placemats, menus, bibs and favorsSilver and supplies for special food items such as lemonsqueezers, straws, iced tea spoons, seafood forks, etc.Clean menusDrink coasters or napkinsTip traysChina, silver and glasses to set up covers

Since the sidestand is in plain view of the guests, it must beclean, neat and presentable at all times. During the course ofservice, busboys should be notified to replace low inventories ofsupplies if you are too busy to replace them on your return tripsfrom the kitchen.

STUDYING THE MENUWhy Study the Menu. Familiarity with the menu will help youimprove your customer relations and build the image of yourrestaurant. You must study the menu frequently since it maychange periodically or even daily. Selections may change forvariety, and prices may change according to ingredient cost orseasonal availability of the food item.

Consider yourself a salesman and the menu items your pro-

Sidework 31

duct. Your ability to sell food is influenced by your knowledgeof this product. How often have you refused to buy in a storewhen the sales clerk did not know about his product? You mayor may not make a restaurant sale depending on your knowledgeof the menu.

Knowing the menu will help you suggest additional sideorders. It will also enable you to help those customers who usu-ally do not read the fine print on the menu and request informa-tion from the server. In addition, knowing the menu will helpyou answer questions tactfully. A knowledge of food ingred-ients will help you make suggestions to those guests on a diet,and a knowledge of the prices will help you make suggestions tothose guests on a budget.

Types of Menus. There are several types of menus youshould know. The most common menus are those for breakfast,lunch and dinner. Usually there is a separate menu for each, butoccasionally a single menu will contain selections for all threemeals. The luncheon menu contains sandwiches and light entrees.

The dinner menu (see illustration pp. 32-33) contains en-trees of larger portions and may include additional accompani-ments such as vegetables. More food naturally causes the priceof dinners to be higher.

In addition to regular menus, there are menus for winescalled wine lists, menus for children's selections and occasionallya table tent that stands on the table and notes such particularitems as specials, unusual drinks or a dessert of the day.

When food on a menu is a la carte, it is listed as a single itemand priced separately from other foods. A sandwich listing ischaracteristic of this type of menu selection. When food on amenu is table d'hote, it is listed as a full course meal and is pricedas a unit that may include soup, rolls, salad, entree, potato andvegetable. Most menus contain an assortment of foods in botha la carte and table d'hote listings.

Content of the Menu. The foods on traditional menus aregrouped into categories of related foods according to the customand the preferences of the management. Usually there is an ap-petizer category including juices, fruits and seafood items. Soupsmay be placed in a separate category, grouped with appetizersor included with table d'hote entrees. Entree categoriell vary ex-

French Onion Soup with Cheese Crouton

Tossed Greens with Choice of Dressing

Braised Tenderloin 'ries .Stroganoff.Served with Rice and Buttered Carrots

$4,85.22

Poached Greenland Tul-5ot 'Supiere"Garnished with Mushrooms and TomatoesTopped with a Delicate Mine Sauce,Served with Patato and Buttered Carrots

ice Crean or Sherbert$4.25

JUMBO LOUISIANA SHRIMP 1.75Serued in a supreine, with Cocktail Sauce

MARINATED BISPAnRE DERRIBOBONNE FEMME In sour crean: 85

with chiven aman; aqui.SUPRIME of PRESH FRUITS,Au Kirsch 75ESCARGOTS BOURGUIGNONNE 2.25

Snaile siminered in gurtic buffer andtoste o/ Don:Ukase sauce

BROILED DANISH LOBSTER TAILS . 2.85Server? urith Melted Butter

o/4.4 ad

FRENCH STYLE ONION SOUP 75Au Gratin with Pasmasen Che

PEA SOUP ST. GERMAINwith 01,110718

CONSOMME, Au Short, 00PETITE MARMITE 75

Ifearty Beef Broth with CardenVegetantes and Ike

CHILLED CREME of CUCUMBER SOUP .00JELLIED CONSOMME MADRILENE .00TOMATO JUICE or VEGETABLE JUICE . .45

DOUBLE CUT LAMB CHOPS 8.90Thick juicy double loro chops, serued with naint jelly

CHOPPED SIRLOIN STEAK 4.50Finelychopped sirloin planked&serued with mushroontsil mashed potatoes

STEAK AND LOBSTER COMBINATION 8.95Broiled petite (del and broiled Lobster BOL Server( with d'aten butter

NEW YORK CUT STRIP SIRLOIN 7.95Aged choice grade beef, broiled to perfection

TOP BUTT STEAK, MAITRE D'HOTEL 8.75with spiced butter

FILET MIGNON 7.95From seleeted choice grade tenderloins, seroed with sauteld mushrootris

Otala,(4SLICED TOMATO, Sauce Vinaigrette 90MARION 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

Sauteed Muehroonia...1.25 Free* Vegetabl. du Jour....50 French Pa.....50WISCONSIN'S PRIDE, A55orted Cheesee 1.50

Sersed with freeh fnittineak,ourselection from the Oletee Con)Up to gi50 win be be applied to any Modifica or American Plan and Special Package/.

lApplies to Load only)


A typical dinner menu contains many categories ofrelated a la carte (individually priced) or table dhote(complete dinner) selections.

Sidework 33

WINE ESPECIALLY ENHANCES YOUR MEAL.51 Ideal nango, non U lige a veme gnmo rhnne"In Our Wine Collar We Age Winm From California, France, Germany and Italy"Enjoy Your Favor. Coda,' (Ter Cee Sign, nnoaben, 00,90,n ,n^ RarwY Watt ,ye 1

Q4With The Following Entrees We Are Serving

Tossed Salad With Os, Own DressingEntrees Are Also Serued With

Your Choice of Potatoes, Freshly Baked Rolla With ButterChoice of Beverage

LOBSTER A LA MAISON 6.50Small Australian Lobster Taifa Dipped in Egg,Breaded and Fried in Butter

BAKED NEW FOUNDLAND FLOUNDER 0.25Stuffed with our own fitting of Craboteat, Lobster,Scallops and Mushrooms

FILLET OF WALLEYED PIKE, SAUTB 5.75Wisconsin's favorito Lake Treasure,Sauteed in traditional manner

BROILED AUSTRALIAN LOBSTER TAILS 8.95Broiled to perfection and served with sicclingWisconsin Butter

(SG(;(Zftd, Q,//e7BREAST OF CHI N, ABBEY STYLE 5.75Bonetes, Breas, of Chichen, stnffed with Wild Rice dressingCartadian bacon, topped with delicate wine sauce

ROAST LONG ISLAND DUCKLING 6.25Baked toa crisp in its Natural Juico, served with Saute'ed Wild Rice,Fresh Mushrooms and Bacon

PAN FRIED IOWA PORK CHOPS, NATUR 5.25Two Cornfed Pork Chapa Pan fried in butter, the earlyAmerican 'normes torced with Fresh Apple Sauce

BROCHETTE OF BEEF TENDERLOIN 6.50Chunks of Beef Tenderloin with Stripa of Bacon, Mushrooms,Oreen Peppers, Bermuda Onions on a Skewer, corred on aBed of Rice and topped with Mushroom Sauce

ROAST PRIME RIBS OF BEEF AU JUS 6.50Thick Cut, Choice Quality, Serrad with Juice

WIENER SCHNITZEL 5.60Two breaded ceo, chope, pan fried in Wisconsin butter,the original Austrian manner

Lemon Meringue Pie 65 lee Crean.. or Sharbets 60Fruit Pies IN Canilla, Iban Raiein,CoffeeBleck Forest Cherry Torte 75 Cognac or LamanStrawberry Sehaum Torte 75 Chocolate Mousee .80MInt Sherhet 55 (Topped with creme de cacao)

THE ABBEY ON LAKE GENEVA - FONTANA, WISCONSIN


tensively. Some of the more common categories are steaks, sea-food, meats and poultry, sandwiches, salads and specialties. Thedessert listings usually include pies, ice cream, sherbet, sundaesand specialties of the area. Beverages include coffee, tea, milkand other drinks. Cocktails and wines may also be listed on thefood menu.

The types of foods and the number of selections in eachgrouping will vary from one extreme to the other. Exclusiverestaurants will list gourmet foods while family restaurants willlist honre-style foods. Some restaurants still feature a large num-ber of selections while others have followed the current trendtoward limiting choices to cut costs.

A special of the day may be attached to the menu. A specialis a food that may be a leftover, a seasonal dish or a chef's spe-cialty. Usually the price of the special is low if it is a leftover ora seasonal item. It is best not to mention that the special is aleftover, or made from leftovers, since customers will feel thefood selection is inferior. Remember, the product may taste asgood or better than when it was first prepared if it is properlyhandled by the chef.

A seasonal special is attached to the menu when there is anabundant supply of a particular food available at a low price. Achef's special is a dish that the chef prepares exceptionally well.

A good waiter or waitress knows the ingredients in everyfood item on the menu. Often you will be asked how spicy cer-tain foods are, what ingredients the specials contain, and whatfood selections would fit finto a guest's diet. Learn food ingred-ients from the chef, and always ask him about new iteras addedto the menu.

Methods of Food Preparation. Since guests will ask howfoods on the menu are prepared, you should know the morecommon preparation methods, as follows:a. BakedCooked by dry, continuous heat in an oven.b. BoiledCooked in liquid at the boiling temperature of

2120F. at sea level, so that bubbles rise to the surface andbreak.

c. BraisedBrowned in a small amount of fat, then cookedslowly in a little liquid in a covered pan.

d. BroiledCooked by direct heat, either under the source of

Sidework 35

heat, as in a broiler, or over the source of heat, as on a grill.e. FriedCooked in hot fat. Panfried and sauted mean cooked

in a small amount of fat. Deep-fat fried means cooked im-mersed in a large amount of fat.

f. GrilledCooked over direct heat, usually hot coals.g. PanbroiledCooked in a heavy frying pan over direct heat,

using little or no fat.h. PoachedSimmered in enough liquid to cover the food.i. RoastedCooked uncovered without water added, usually

in an oven.j. Saut6dBrowned or cooked in a small amount of hot fat.k. SteamedCooked in steam with or without pressure.1. StewedSimmer slowly in enough liquid to cover the food.m. SimmeredCooked gently in a liquid over low heat just be-

low the boiling point.Preparation Time. Preparation time is the time it takes to

cook and dish up a food item on the menu. The time it takes tocook an item depends on the equipment in the kitchen, the effi-ciency of the chef and the number of orders already placed byother waiters and waitresses. Preparation times can best belearned by experience. Once you know them, however, you willbe able to time your orders competently.

Some of the more common food preparation times are asfollows:

Eggs 10 minutesFish, fried or broiled 10-15 minutesLiver 15 minutesChateaubriand 30 minutesSteak, 1 inch thick

rare 10 minutesmedium 15 minuteswell 20 minutes

Lamb Chops 20 minutesPork Chops

15-20 minutesGame 30-40 minutesFried Chicken 10-20 minutesSouffle 35 minutes

New equipment and preparation methods have shortenedpreparation times considerably. Some foods are precooked in

36 WA1TER AND WAITRESS TRAINING MANUAL

advance and heated to serving temperature when ordered. Otherfoods are prepared early in the day and kept at serving tempera-ture constantly either on a steamtableif served hot, or in a re-frigeratorif served cold. There are also new pieces of equip-ment, such as the microwave oven, which shorten the prepara-tion time of food items to minutes and seconds.

Food preparation of many items can be shortened considerably with theuse of some of the new types of equipment like the microwave oven shownhere. When changing lobs, the waiter or waitress should check to see whattypes of preparation equipment are in use in the new kitchen.

Meal Accompaniments. Meal accompaniments are condi-ments, decorative garnishes and foods that complement the en-tree. Part of your responsibility may be bringing the condimentsto the table to complete'the order, and adding the garnishes andcomplementary foods to an entree prepared by the chef. Makesure the garnishes look attractive and that condiment containersare clean. Some accompaniments may be kept at the sidestandfor convenience. A frequently used multi container for saladdressings is illustrated on the facing pape.

Sidework 37

Examples of meal accompaniments are as follows:Lemon wedge with fishTartar sauce with fishCatsup and pickles with hamburgerSteak sauce with steakMustard with hot dogsApplesauce with potato pancakesSyrup with pancakesDressings with saladsButter with bread and rollsCrackers with soupClarified butter with lobsterParsley to add color to an entreeCream and sugar with coffeeLemon and sugar with tea

Part of the waiter's or wait-ress's responsibility is to bringto the table the accompani-ments that go with the foodthat has been ordered. Con-tainers like the one shown hereare often used to offer thediner a choice of salad dress-ings after the salad is served.

38 WALTER AND WAITRESS TRAINING MANUAL

CLOSING THE DINING ROOMThere are closing duties to be performed between luncheons anddinners and also at the end of the day. When closing after lunch,reset enough tables for the anticipated number of dinner guests.

At the end of the day, take the time to properly close thedining room. Leave your station, sidestand and kitchen area ina clean, orderly condition, ready for business the next day. Toavoid a fire, collect all ashtrays from the tables and empty theminto a fireproof container. Remove all salt, pepper and sugarcontainers and place them on trays. Wipe the containers with aclean, damp cloth and refill them. Periodically, the salt, pepperand sugar containers should be emptied and washed.

Take all condiments such as catsup, mustard and steak sauceto the refrigerator. Creamers and butter containers should beemptied out into large containers. The cream may be used forbaking or cooking. The butter may be used in cooking if it hasnot been placed on individual bread-and-butter plates.

Next, strip the tables of their tablecloths. Tables should notbe set up for the next day because settings will gather dust. In-stead, assemble all the serviceware for use the next morning ontrays and cover it with napkins.

Empty all coffee containers and have coffee equipmentcleaned. Return unused and voided numbered guest checks tothe supervisor. Turn off all heating equipment such as rollwarmers and coffee making equipment.

Sidework 39

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 menuand the dinner menu?

9. Discuss several reasons restaurants have specials on theirmenus. Why should servers suggest specials to their guests?

10. Why should a server be familiar with methods of foodpreparation and preparation times?

11. Why may preparation times vary from one restaurant toanother?


PROJECTS:1. List the opening duties for your restaurant or a local res-

taurant, and divide them among the servers who work themorning hours. You may want to rotate groups of dutiesso the waiters and waitresses can be responsible for a varietyof jobs on different days.

2. Ask one trainee to demonstrate how to place a tableclothon a table in a professional manner. Repeat this procedurewith the center items on the table. Then have the traineedemonstrate 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 thefollowing parts:

a. Those items which are a la carteb. Those items which are table d'hotec. The various groupings of foods and the number and

kind of selections in each groupThe "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 thefollowing:

a. Identify the main ingrediente of each food itemb. Describe the method of food preparation for each

food itemc. Identify the preparation time necessary to cook or

prepare each food itemd. Name the meal accompaniments that go with each

food item5. 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

Initiating the Service

Initiating the service means beginning the service. It in-cludes meeting and seating the guests, taking the order, placingit and picking up the order in the kitchen. Answering questionsand making suggestions are also important parts of the initialservice.

SEATING GUESTSWho Seats Guests. Guests may be met and seated by the maitred'hotel, hostess, headwaiter or headwaitress. This process canmake the guests feel welcome immediately and give them a goodfirst impression of the restaurant. It also allows the maitred'hotel or hostess to control the traffic flow of guests in the din-ing room. In some restaurants, however, guests are allowed toselect 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 tablesaccording to party size. For example, seat large families at largeround 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 otherguests. Elderly or handicapped persons may wish to be near theentrance to the room so they do not have far to walk. Youngcouples like quiet corners and good views. Well dressed parties,

42 WALTER AND WAITRESS TRAINING MANUAL

who are an asset to your restaurant decor, may be placed in cen-tral positions. Of course, if the guests request a specific location,try to accommodate them.

How to Seat Guests. Approach the guests with words ofgreeting such as, "Good evening." Guests will inform you whenthey have reservations. When they do not have reservations, askthem, "How many are in your party?" When there appears to beone person ask, "Table for one?" instead of, "Are you alone?"Take clean menus and lead the guests to the table.

When there are ladies in the party, a maitre d'hotel or headwaiter seats one or more of them in seats with the best view. (Seepicture facing page.) Usually the men in the party will assist inseating the other ladies present. A hostess or head waitress gen-erally puls out the ladies' seats indicating where they may beseated, but does not actually seat them. When patrons will beplaced at wall tables with sofa seats on one side, the tables maybe pulled away from the seats by the maitre d'hotel or hostessso guests may be seated easily. Open menus are presented toeach guest, and friendly conversation is carried on throughoutthis initial service.

At this time, remove table settings that will not be used,bring junior chairs or high chairs and supply missing serviceware.Fill water glasses or have them filled by a busboy.

Controlling Seating. To control the traffic flow in the res-taurant, avoid seating two groups of guests in the same station atthe same time. Instead, seat parties in different stations so awaiter or waitress will not be overburdened with two new partiessimultaneously, and guests will receive better service.

On a busy day, many restaurants will be so popular thatguests will have to wait for a table. Be sure guests are seated inorder of their arrival and registration with you, giving preferenceto guests with reservations at their appointed times.

APPROACHING THE GUESTSApproach the guests after they have had time to look at themenu. If they were seated by a maitre d'hotel or hostess, greetthem with a friendly, "Good evening" and, "Would you like acocktail?" or, "May I take your order?" If you seated them,

Initiating the Service 43

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.

approach them again with a pleasant, "Are you ready to ordernow?"

If you can identify the host, approach him first from hisleft because he may wish to order for his guests. If he does not,begin taking an order from the guest at his right or a femalemember of the group.

When a man and a woman are together, approach the manand ask him if they are ready to order. It is customary for a manto order for his companion, so give him this opportunity.

Sometimes a woman may be a man's boss or have him as


her guest. In this case, she may indicate this situation to you ormay allow him to pay and refund money to him later.

If you are busy with another table when the newest partyof guests is seated in your station, approach the new group andtell them you will be with them shortly. They will appreciateyour attention and will not feel ignored.

TAKING ORDERSTechnique of Taking Orders. Stand erect to the left of the guestwith the order pad supported in the palm of your hand and asharp pencil ready. Never place your book or order pad on thetable 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 makesorders easy to read.


Make a mental note of the first person who orders. If youare taking the order on a pad of paper rather than the guestcheck, you may write down a unique characteristic identifyingthe first person. For example, note hair color, glasses, clothingor tie. Then from that reference person, proceed taking orderscounterclockwise around the table. Later as you serve the mealyou will be able to serve exactly what each guest ordered with-out asking him.

Write clearly and systematically for your own benefit andthat of the kitchen staff who must prepare the order exactly ac-cording to your instructions. Take the order completely. A fewof the many questions you may have to ask the guests are asfollows:

a. Should drinks be icedb. Choice of salad dressingc. Choice of vegetabled. How meat should be cookede. Sour cream or butter on baked potatoesf. How eggs should be cookedg. When to serve coffee

Use common abbreviations known to kitchen staff whenyou take orders. Some common abbreviations are as follows:

Chicken -

French Fries -

Filet Mignon - ,771Z,

Butt Steak -x4,1111Z,

Strip Steak - k 4,44(2.Chopped Steak -

Rare cooked -

Medium cooked - 492,

Well cooked -

Tossed Salad -

Thousand Island Dressing - /"vO

French Dressing -

Bacon, Lettuce & Tornato Sandwich -,51,7

Hamburger - .474"

Casserole - e


To prevent error, you may repeat the order back to theguests for their confirmation, especially when the order is givenin an irregular fashion. Remember to collect the menu fromeach guest after you write his order.

Methods of Taking Orders. There are three main methodsof taking orders in restaurants.a. A checklist system. The waiter or waitress simply checks

off the designated selection on a preprinted list of menuitems. This method is used in short-order, fast-food estab-lishments which have a limited a la carte menu. (See check-list menu on facing page.)

b. A guest-written order. The waiter or waitress supplies eachguest with a pencil and order blank, and the guest writesdown his selection. The waiter or waitress then collects theorders and places them in the kitchen. This method is rare-ly used but may be found in some more exclusive restau-rants serving more exclusive luncheons.

c. A waiter- or waitress-written order. This method is mostcommonly used in large dining rooms. It gives the mostsatisfying results in restaurants where menus have tabled'hote listings with several parts of each guest's meal to benoted.There are two main ways of taking a waiter- or waitress-

written order. First, the order may be taken directly on a guestcheck. Bar orders are recorded on the back and food orders arerecorded on the front of the check. This check is placed on arotating wheel or other device in the kitchen and is filled by thechef in turn with other orders. It will be returned to you whenyou pick up the meal from the kitchen. Then the bar total isadded to the front and the check is presented to the guest forpayment.

Taking the order directly on the guest check is most satis-factory where the menu is printed with numbered meal combina-tions such as breakfasts or luncheons. This is also the best typeof method if the kitchen is a single unit and the check will notbe excessively handled. On page 48 is a sample order taken on aguest check.

With the third method of order-taking, a waiter- or waitress-written order may be taken by noting the selections on a pad ofpaper. Carbon copies are made or parts of the order are then


Station

7Break Waitr.

'e.ti-Waitr. Seat

5Customers

171SDW.G_HIS

.70 .55

65

7050

50

15

2 BIG BOYBRAWNY LAD .80 .85SWISS MISS .85 HAM/E99

i TUNA.85.65FISH SANO.

HAM .85 B.L.T. .85STEAK SANO. 1.10

LUNCHEONGR. RD./M.S. C5 SHRIMP SNACK 1.35

1.10CHICKEN SNACKCOMBINATIONS

B.B. COMBO /13.5,.50,

.60

.258.1. COMBOS.M. COMBOFISH COMBO 1.25 HASH BROWNS .35

IDDIELITTLE BOYL.B. W/Cheese .55 NUGGET'S

SPAGHETTIFANCY .50

.50INNERS

REG. CHICKEN 1.95SHRIMP 1.15FISH 1.45SPECIAL STEAK 2.25 SPAGHETTI 1.45Vs LB. Gr. RD. 1.65 HAM STEAK 1.65

W.M.S.PANCAKES

1.85ROLLS

PLAINW/Ham,Bac.,Sau./EggSTRAWBERRYMUFFIN

.651.15

BLUEBERRIESW/Ham,Bac.,Sau./Egg

.851.35

.95

.25TOASTHEATED BOLL

.20

.30SALADS

PINE. SALAD .95 CHEF SALAD 1.35HAM & CHEESE 1.25

_ TOSSED SALAD .30CHILI DISHES AND SOUP

CHILI & BEANS .75 SOUP .35SPAG. & CHILI .90

DESSORTSSTR. W/C PIE .55I

.40APPLE PIEAla Mode

.35

.15CHOC. PIEPECAN PIE .45 ICE CREAM .25CHEESE PIE .30 DONUT .20

FOUNTAINSHAK E C V S .45 SODA CH. ST. .501111 FDG. SUN. .55 FLOAT RB. CK. .45STRAWB. SUN. .55 CHOC. SUN. .55

KIDDIEJR. SUNOAE .30 JR. HOT PDS

1 .35BEVERAGES2 COFFEE .20 .25

SANKA .20 / MILK ..20HOT CHOC. .25HOT TEA .20 LEMONADE .25 .35ICE TEA .251 ROOT BEER .20 .30ORANGE/TOM.J. .30 .20 .30COKE 15i each addl. fl

(IDO ECOKE ROOT B .10

j JR. MILKTOTAL

:13,u,4om 2 08 7 769 TOTAL11. 50

18681/

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.


'TM..,

1 4, /.2 y 881132/' lb! ..71" 2.3b1' ,.., Alce. /. I. ,96--l' a."... /.'7s

ceaa& .2..25-f /5-

-i... .33S.4'8

Q0.,, N. Sola. 98

14.

..,

811132

CAUTION INSERT THIS crn.-ion IN REGISTER POR mAc...PRINT ONOUPL,CATE

CERTIFICATION TO PREVENT

BEVERAGES

FOLD OUT :TE"IWI'NGT'S'TSUrP'EYRFORSTION

'4."..G.Z 2.00i /' Gi0..i.31~ 1.00

go


Below is a sample order taken on a pad of paper.

coi a, IS'aiact 6,ze,

512a9, eAktalle,-

Z7izait,t. - Jo-d-d. Zaina- eiwp- -

3 272anh sedca,t sq,d/tew- Q -6: /tole&

aFfi .xjdegA92, .5271-4712. gakA waiter- or waitress-written order may be taken on a pad of paper in chartform as shown here.

A chart is made on a blank order pad with headings for eachcourse or food selection. Guests are identified down the leftmargin and their choices noted under the appropriate headings.A glance at any one column will quickly indicate the entireparty's choice of salads, entrees, etc.

ANSWERING QUESTIONSAs a waiter or waitress you will be asked questions about thefood, the restaurant, the community and even the state. Prepareyourself to answer questions by reading and listening. Be know-ledgeable so you can answer questions intelligntly and "sugges-tion sell" (discussed in next section).

You should also know the following information aboutyour 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 ofother dining rooms and coffee shops on the premises andthe hours they are open.


c Historic facts of interest about your restaurant and com-munity.

d. Events and attractions in the community, area and state.If you are asked a reasonable question that you cannot

answer, find out from someone who knows. For example, whena guest asks if there are onions in the Beef Bourguignonne andyou do not know, say, "I don't know, but I will ask the chef."

Many restaurants have a staff meeting about 11:00 A. M. or4:00 P. M. so the hostess or maitre d'hotel can go over the menufor the day and announce changes in service. At this meetingyou will be informed of the specials, soup selection and dessertassortment as well as large groups that have reservations. Inother restaurants, food and service changes are posted for you toread when you come to work.MAKING SUGGESTIONSMaking suggestions in a restaurant means to recommend food,beverages and services that will make the meal more enjoyablefor the guests. Making suggestions also benefits you and the res-taurant because you can increase the size of the guest check andconsequently the size of the tip.

Suggest cocktails before the meal. Suggest side orders thatcomplement the entree, such as ham with omelets and mush-rooms with steak. Also suggest beverages, desserts and afterdinner cordials.

When you suspect that customers are budgeting, suggest theinexpensive special. For those who are celebrating, suggest thewine list.

Another service is to suggest bringing an extra plate todivide a regular portion between two children or suggest child-ren's portions or menus.

Avoid being overbearing or pushy about suggesting foodsand beverages. Suggest only in a helpful way, being sure yoursuggestions are appropriate to the meal.

Be specific when you suggest a food. "Will there be any-thing else?" or, "Would you like dessert?" are too general. Askspecifically if the guests would like the schaum torte or the applepie a la mode. When they ask you what is good today, reply witha specific suggestion instead of saying, "Everything is good."


Whet the appetite of the customer by suggesting specific foods, such as hotapple pie a la mode.

And as you master the art of making specific suggestions,whet the appetite of the guests by appropriate adjectives thattempt the palate. For instance, say "Would you like to beginyour meal with a chilled appetizer of fresh New England shrimp?"or, "May I suggest our flaming cherries jubilee?" Or you mighthave an opportunity to describe a food item in appetite whettingterms such as, "Our Beef Bourguignonne is made from cubes ofchoice sirloin simmered in a delicious blend of onions and bur-gundy."

TIMING THE MEALSince the server is the sole communication link between theguest and the kitchen, it is his responsibility to time the entiremeal. After taking the complete order, the waiter or waitressmust decide whether to place it in the kitchen immediately or tohold it temporarily. You would hold the order for a short timewhen you feel the guests are lingering over cocktails and horsd'oeuvres.

Submit the order in accordance with the length of timenecessary to prepare the entrees. Some waiters and waitressesfeel that a good rule of thumb is to submit the entree order justprior to serving the appetizer.

In a single unit kitchen, the chef will see that the entireorder is ready at the same time. The only responsibility of theserver is to submit the order as soon as possible.


In a multi-unit kitchen, the server coordinates the meal.The meal order may have some entrees that will take more pre-paration time than others (see Chapter 3Knowing PreparationTime). Submit these orders in separate stages so they will beready at approximately the same time. For example, knowingthat pork chops and steaks cooked medium take 15 minutes, achef's salad takes 10 minutes and beef burgundy is ready im-mediately, submit the grill order first, the salad order 5 minuteslater and the steamtable order last. By placing the orders in thisfashion they will be ready simultaneously, assuring that hot foodswill be hot and cold foods will be cold. Dessert orders should besubmitted and picked up immediately after the meal.

PLACING THE ORDER IN THE KITCHENThe system of communicating the orders to the kitchen staffwill vary among restaurants depending upon their size, type ofkitchen and type of service. In some restaurants you orally com-municate the order to the kitchen by entering the kitchen andclearly giving the order to the proper chef who may write theorder down.

In most restaurants the order is written on a guest checkand will be attached to a rotating wheel, spindle or other devicein the kitchen. Your order will be filled in its turn.

Occasionally in larger kitchens, waiters and waitresses mustrewrite parts of the order for the separate kitchen units as des-cribed in the previous section, "Taking the Order." Your separ-ate department orders will look like the illustration top of facingpage.

Some waiters and waitresses will place the order back intheir jacket or apron pocket and actually forget about it. Re-gardless of the system you use, the chef will not prepare the or-der until it is submitted to him.

PICKING UP ORDERS FROM THE KITCHENYou will be notified by various ways that your order is ready tobe picked up from the kitchen. A lighted number may indicateyour order is ready, or the chef may take the responsibility oforally notifying you. The newest method is an electronic deviceworn by the waiter or waitress which signals that the order is

/ eiwp-472-, TO GRILL CHEF

TO SALAD CHEF

zy.dzezo-


In many restaurants food orders are attached to a rotating wheel and thenfilled by the chef in turn.

In some restaurants, waiters orwaitresses have to rewrite partsof the order for the variousfood preparation departmentsin the kitchen.

TO STEAM TABLE CHEF


ready. (See picture, below).Compare the food with the order to see that the order is

complete. Be sure the food is attractively arranged and garnished.When there are mistakes by you or the chef, remedy them

at this time. Arrange the plates on the tray so they are wellbalanced to carry to the table.

One of several ways in which the waiter or waitress is notified that the orderis ready is this new electronic "beeper" which can be carried in the server'spocket. This location makes it easy to hear.


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'hoteselections 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 pieb. The guests have finished their dessertc. A couple is celebrating their anniversary

8. Suggest the following in appetite-whetting terms:a. Antipastob. Monte Cristo Sandwichc. Baked Lasagned. Cheese Cakee. Baked Alaska

9. Explain the procedure for timing the following entree mealorder in a restaurant with a multi-unit kitchen: Chateau-briand ; Red Snapper; Lamb Chops; Pork Chops and ShrimpSouffle.


PROJECTS:1. Role play seating the guests. Include conversation with the

guests, placement of parties in the dining room, removal ofextra serviceware, provision of water and other services tomake the guests comfortable.

2. Meet with service and kitchen personnel and agree upon ab-breviations for food items on the menu. Make a list andpost them in the kitchen. Or, as a trainee group, make a listof 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 restaurantand discuss its order taking methods.

5. Investigate community events and attractions that wouldinterest your guests. Get information from the city hall,Chamber of Commerce, service clubs, newspapers, radiopublicity and historical societies.

6. Go to restaurants of various sizes and types and ask servicepersonnel how they place and pick up orders in the kitchen.Bring information to class and discuss it with other trainees.

CHAPTER FI VE

Serving the Meal

Serving means to bring the food order to the table and toattend to the guests' needs throughout the meal. Good serviceinvolves bringing the food in an efficient manner that combinesproper serving techniques and courteous attention to the guests.It also means being prepared to handle unusual circumstances,safety and sanitation in the restaurant. Finally, serving includesthe suitable handling of the payment and tip.

SERVING TABLES AND BOOTHSServing Each Course. Ladies and elderly persons are served firstout of proper courtesy unless there is a host entertaining hisfriends. When there is a host, begin with the guest of honor athis right. Continue serving around the table counterclockwise.As you serve, never ask the guests what they have ordered. Knowtheir selections by taking the order correctly (see Chapter 4Taking Orders).

Serve all foods such as appetizers, soups, salads, entrees anddesserts from the left of the guest with your left hand. Supportthe dish with your fingers underneath the pate and your thumbon the rim, and place it in the center of the cover. Using yourleft hand may take practice, but the left-handed serve eliminatesthe possibility of elbowing the customer.

The course that is usually served first is the appetizer. Theappetizer is a food item served before the meal such as shrimp


All foods should be served from the left of the guest and dishes should beplaced with the server's left hand.cocktail, oysters on the half shell, fruit or juice. This first courseis placed on a small plate called an underliner and centered beforethe guest. A seafood fork is brought with the shrimp cocktailand oysters. It is either placed on the right hand edge of theunderliner or inverted into the bowl of the outside spoon.

Soup may be served in place of the appetizer or as a secondcourse. It is served in a small, handleless cup on a saucer. A soupspoon must be provided if not furnished with the table setting.Serve the soup in the center of the cover with the soup spoon onthe right side of the saucer.

The salad is the next food served. It is placed to the left of

Serving the Meal 59

the cover, aliowing space in the center for the entree.The entree is the main part of the meal. First be sure the

table is properly set for the entree selected. For example, withsteak, add steak knives, and with lobster, add lobster crackersand seafood forks. Dinner rolls may be served with the saladcourse or at this time as an accompaniment to the entree. Con-diments such as steak sauce should be brought to the table whenrequested. Serve the entree in the center of the cover. Whenserving a meat entree, be sure that the fleshy part is placed dos-est to the guest to assure a very pleasing first bite. Next refill thewater glasses.

Table wines are served at the time they are ordered (seeChapter 6Wine Service).

The dessert is the last course served. A dessert fork orspoon should be brought with the food item and placed to theright of the dessert plate. Replenish coffee and water at thistime, and place clean ashtrays and matches on the table.

Serving Beverages. Serve all beverages such as water, milk,coffee, and alcoholic beverages from the right of the guest withyour right hand. (See picture top of following page.) Place bev-erages such as milk or tea to the right of the cover, or pour bever-ages such as coffee or wine without lifting the cup or glass fromthe table. Whenever pouring a hot beverage for guests seatedclose together, use a clean, folded napkin in your left hand andshield the guest from the hot container.

Serving at Booths. By standing at the end of the booth,serve the guest farthest from you first, and serve him with thehand farthest from his seat. This means the guests on your rightwould be served their food with your left hand; the guests onyour left would be served with your right hand. Serving in thismanner prevents possible contact with the customer.

Always serve at the convenience of the guest, even if it isnecessary to break the rules of proper service. For example, youmay have to pick up the cup and pour coffee for a guest seatedin a booth if it is awkward to serve properly.

Clearing Dishes

waiter and waitress

Documents

wine service

beer service

liquor service

banquet service

english service

american service

french service

russian service