Review and Applications

Customer service positions include hosts, to use time wisely. Servers must greet custom-servers, bussers, and cashiers. Service employ- ers, assist them with their questions, take their ees should have a positive attitude, a neat and orders, transmit them to the kitchen, serve the clean appearance, good communication and food, and tabulate and present the check. Excelteamwork skills, job knowledge, and the ability lent service can help boost restaurant profits.

Content and Academic Vocabulary Review

1. Arrange the vocabulary terms below into groups of related words. Explain why you put the words together.

Review Key Concepts

2. Outline the duties of each member of the service staff.

3. Summarize the traits servers need to have to provide excellent customer service.

4. Compare and contrast the different types of beverage service.

5. Describe the server's role in greeting customers and taking orders.

6. List the order of service for a meal.

7. Demonstrate how to total a check and accept different forms of payment.

Critical Thinking

8. Analyze various companies' practices regarding customer satisfaction. How can this help you improve your service to customers?

9. Describe how good teamwork benefits the customer. How do the host, server, busser, and cashier work together as a team?

10. Imagine you are a restaurant manager hiring for server positions. What qualities would you look for in a potential employee? Why?

Content Vocabulary espresso (p. 122) cappuccino (p. 123) demitasse (p. 124) infuse (p. 124) cover (p. 127) highlighting (p. 128) upselling (p. 129) point-of-sale system (p. 130) hand service (p. 131) tray service (p. 131) tray stand (p. 131) preset (p. 133) appetizer (p. 133) underliner (p. 133)

Academic Vocabulary

reputation (p. 116)

reservation (p. 116)

section/station (p. 117)

service station (p. 118)

patronage (p. 119)

client base (p. 119)

bag-in-the-box system (p. 122)

Academic Skills

^^ English Language Arts

11. Effective Communication Imagine you are a host and service is running behind. You are unable to seat a customer with a reservation. She has been waiting for 20 minutes. She is angry and asks to be seated immediately, but her table will not be ready for another 10 minutes. Write out two ways of handling the situation: One that demonstrates good customer service, and one that demonstrates poor customer service.

NCTE 12 Use language to accomplish individual purposes.

^j) Social Studies

12. Development of Utensils Research the development of eating utensils. How were the knife, spoon, and fork invented? How did people eat before they were invented? What other types of eating utensils do people use around the world? Choose one type of utensil and write a report about its invention and development, how it is used, and which cultures use that utensil. Cite your information sources.

NCSS VIII A Science, Technology, and Society Identify and describe both current and historical examples of the interaction and interdependence of science, technology, and society in a variety of cultural settings.


13. Probability During bread service, you bring a basket of rolls to a table. The basket contains 4 sourdough rolls and 3 wheat rolls, and is covered by a napkin. When you present the basket to your customer, he reaches into the basket without looking and selects a roll. What is the probability that he selected a sourdough roll, rather than a wheat roll? iAWimiWlll Finding Theoretical Probability The probability of an event is a number between 0 and 1 that measures the chance of the event occurring. To find an event's probability, write a fraction with the total number of possible outcomes as the denominator and the number of ways the event can occur as the numerator. Starting Hint Determine the number of ways that the event of selecting a sourdough roll can occur. Because there are 4 different sourdough rolls in the basket, there are 4 ways that the customer can select a sourdough roll. This number becomes the numerator. The denominator equals all possible outcomes, which here is the total number of rolls that are in the basket.

NCTM Data Analysis and Probability Understand and apply basic concepts of probability.

Certification Prep

Directions Read the questions. Then, read the answer choices and choose the best possible answer for each.

14. What piece of equipment is best used for removing ice from the ice maker?

a. hand c. water glass b. metal or plastic scoop d. spoon

15. How much space should be allowed between the edge of the plate and the table edge when placing a plate in front of a customer?

a. 1 foot c. about 1 inch b. 3 inches d. 18 centimeters

Sharpen your test-taking skills to improve your kitchen certification program score.

Test-Taking Tip

Be sure to read all answers, paying attention to words like correct and best. If you are asked to choose the best answer, there may be more than one correct answer from which to choose.

Real-World Skills and Applications

Communication Skills

16. Sell the Menu Get a menu from a local restaurant and review the items on the menu and their prices. Imagine that you work as a server in a restaurant. Follow your teacher's directions to form pairs. With your partner, practice suggesting items from the menu, and guiding the customer through the menu. Then, switch places.

Critical Thinking Skills

17. Good Customer Service Examine the relationship between skillful servers and customer satisfaction. How do well-trained servers contribute to customer satisfaction? How can poorly trained servers take away from customer satisfaction? How important do you think servers are to how a customer views his or her restaurant experience? Discuss these topics as a class.

Technology Applications

18. Create a Chart Using word processing or desktop publishing software, create a chart that illustrates the skills that you will need to have to provide good customer service at a restaurant. Your chart can take whatever form you like, but it must be easy for new foodservice employees to understand. It must also be a useful tool for anyone who wants to be reminded of good customer service skills. Display your finished charts in class.

Financial Literacy

19. Calculate Change It is important for a server to know how to quickly and accurately calculate change from a check for a customer. Calculate the change for the following restaurant payments: A $100 bill for a check total of $39.77; a $50 bill for a check total of $42.50; and a $20 bill for a check total of $11.23.

Culinary Lab

Practice Table Service

Use the culinary skills you have learned in this chapter.

Use the culinary skills you have learned in this chapter.

20. Practice Serving In this project you will divide into teams of four and practice being the server to a table set for three people.

A. Form teams. Followyour teacher's instructions to divide into teams offour students each.

B. Gathersupplies. Gather thefollowing supplies: linen; beveragetray; serving tray and tray stand; glasses, cups, and saucers; bread plates; salad plates; soup bowls; dinner plates; dessert plates; flatware for each course; blank check and writing instrument; check tray or folder.

C. Assign duties. Determine the role each person will play and then enact a meal, from greeting the customer through payment and making change.

D. Prepare for service. Number a sheet of paper for as many students as will be servers. After each participant serves, write down what you thought of his or her service.

E. Evaluate service. Watch and listen closely as each server takes his or her turn and answer the questions listed in the evaluation section.

Create Your Evaluation

Fill out an evaluation page for each server answering the following questions:

• How does the server talk to the customer?

• How does the server move around the table?

• Does the server place and clear from the correct position?

• Does the server place and remove the tableware and glassware properly?

Make a list of the areas with which people had the most problems.

The Dining Experience

6.1 Dining Today

6.2 The Dining Room Environment

Write About an Event rite a descriptive VV paragraph about a special dining event. Use sensory details to describe the atmosphere and decor, the type of service, and the food.

Writing Tips

^^ Use meaningful sensory descriptions and details.

^^ Organize your story in a logical manner.

^^ Use language that is appropriate for your audience.


Fine-dining establishments feature an elegant atmosphere. To what does the atmosphere of a restaurant refer?


Dining Today


X111X12L Xv/viU V

dining styles

attract different


Reading Guide

Vocabulary To gain a better understanding of vocabulary, create a Vocabulary Journal. Divide a piece of paper into three columns. Label the first column Vocabulary. Then, label the other columns What Is It? and What Else Is It Like? Write down each term and its definition as you read.

Vocabulary To gain a better understanding of vocabulary, create a Vocabulary Journal. Divide a piece of paper into three columns. Label the first column Vocabulary. Then, label the other columns What Is It? and What Else Is It Like? Write down each term and its definition as you read.

Read to Learn

Content Vocabulary

Key Concepts

• fine-dining

• classical

• Categorize the five main types of



dining environments.

• theme restaurant


• Distinguish between different

• casual-dining

• tableside

styles of meal service.


• flambé

• trayline service

• Russian/

Main Idea

• counter service


There are five different types of

• food court


dining establishments: fine-dining,

• room service

• butler

theme restaurants, casual dining,

• modern American


quick-service, and catering. There are

plated service

• hors

also several different styles of meal

• booth



• focal point

• buffet

• family service

• chafing dish

• banquette

Graphic Organizer

As you read, use a table like the one below to help you describe the five different types of dining.

Types of Dining

Dining Style


fitt Graphic Organizer fitt Graphic Organizer

Go to this book's Online Learning Center at for a printable graphic organizer.

3 English Language Arts

NCTE 1 Read texts to acquire new information.

fj Mathematics

NCTM Geometry Use visualization, spatial reasoning, and geometric modeling to solve problems.

j r Social Studies

NCSS IV E Individual Development and Identity Examine the interaction of ethnic, natural, or cultural influences in specific situations or events.

NCSS II D Time, Continuity, and Change Systematically employ processes of critical historical inquiry to reconstruct and reinterpret the past.

NCTE National Council of Teachers of English NCTM National Council of Teachers of Mathematics

NSES National Science Education

Standards NCSS National Council for the Social Studies

Each type of dining environment has unique challenges for the foodservice professional. The type of establishment and its meal service strongly influence a customer's dining experience. Learn about these factors so that you can better serve customers. This will help you build a rewarding foodservice career.

Different types of dining appeal to different customers. The five most common types of dining are fine-dining restaurants, theme restaurants, casual-dining establishments, quickservice restaurants, and catering services. These types differ in menu prices, decor, the type of food served, and the way food is served.

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