Chapter # 5: The Professional Server A Training Manual

The PROFESSIONAL SERVER: A Training Manual
Third Edition
Chapter # 5
Serving Food and
Beverages
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved
Learning Objectives (1 of 2)
5.1 Explain the general rules and techniques for proper table service.
5.2 Understand and explain service etiquette.
5.3 Know the procedures to follow for removing dishes and flatware.
5.4 Describe the proper way to serve guests seated at a booth.
5.5 Understand and describe the role of the bartender/server.
5.6 Understand, explain, and demonstrate how to correctly load and
carry trays, including the large oval, small rectangular, and round
beverage trays.
Learning Objectives (2 of 2)
5.7 Explain and demonstrate the correct way to hold and

carry wine glasses.
5.8 Define and recognize service priorities, including the
importance of correct timing.
5.9 Understand and explain the responsibilities of a server’s
assistant.
5.10 Explain the procedures to follow in order to properly
buss a table, using a cart of a tray.
5.11 Describe the proper protocol for responding to customer
complaint issues.
General Rules of Service
avoid reaching over guests whenever possible
• 1. Serve all plates with the right hand, approaching the
table to the right of the guest.
• 2. Plates will be served with the left hand, approaching
the table to the left of the guest in many fine-dining
restaurants where food is plated in the kitchen and brought
to the table on a serving tray.
• 3. Serve liquids with the right hand, approaching the
table to the right of the guest. A guest should have a
beverage before food, whenever possible.
• 4. Serve all plates by placing the thumb up or to the side of
the outer rim of the plate and never inside.
Service Etiquette
– Serve Guest of Honor , First

– Then, Women or Young Children next if requested.
– Men
– Host
Serve all guests the same course at the same time

**The table host will be the person presented with the check
upon conclusion of the meal.
Discuss the Service of the Following
– Serving Coffee or Tea

– Serving Wine
– Serving Bread or Rolls
– Serving Side Dishes
– Serving Condiments
– Serving Shellfish
– Finger bowls
– Serving Desserts
Clearing Dishes
• It is proper etiquette to wait until all guest finish eating

before clearing plates, however some guests will request
that a server remove their plate when they finish.
– Look for flatware that is placed in the closed position to know if the
guest is finished.
– Ask the guest if you may clear their plates.
– Completely clear all dishes.
– Dirty dishes should be taken to a side stand, a tray on a tray stand,
or directly to the dishwashing area.
– Never scrape or stack plates in front of guests.
– Tables should be cleared of all crumbs before presenting the
dessert menu or serving dessert.
Exceptions to Clearing from the Right
– When it will be inconvenient to the guest.

– If the guest is leaning to the right to talk with
another guest.
– When serving a guest seated at a booth or next
to a wall.
– If there is a bread-and-butter plate on the right
of the guest.
Types of Trays
• Oval Tray
• Round Beverage Trays
• Small Rectangular
• Large Oval
Tips for Using Trays
• Balance the tray

• Keep hot foods away from cold foods.
• Preserve the food’s attractiveness for the guest.
Service Priorities
• Greet and welcome guest immediately upon arrival

• Serve Water
• Serve all the guests at the table the same course at the
same time
• Keep water glasses refilled at all times
• Always make trips count
• Never keep a guest waiting for the check
•
Customer Complaints and Issues
1. Listen-smile and focus

2. Understand-make sure your body language is “in sync”
with what you are telling the guests
3. Apologize-do not argue
4. Resolve-take action
Discuss Positions in the Restaurant and
their Duties
Discuss How to Load Trays Properly
Discuss Key Points in Restaurant Reality

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The PROFESSIONAL SERVER: A Training Manual

5.7 Explain and demonstrate the correct way to hold and

– Serve Guest of Honor , First

Serve all guests the same course at the same time

– Serving Coffee or Tea

• It is proper etiquette to wait until all guest finish eating

– When it will be inconvenient to the guest.

• Balance the tray

• Greet and welcome guest immediately upon arrival

1. Listen-smile and focus

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