Chapter # 4: The Professional Server A Training Manual

The PROFESSIONAL SERVER: A Training Manual
Third Edition
Chapter # 4
Service Readiness
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved
Learning Objectives (1 of 1)
• 4.1 Comprehend the responsibilities that support good service.

• 4.2 Understand the importance of opening and closing side-work.
• 4.3 Describe the atmosphere and setting of a dining room ready to serve
guests.
• 4.4 Understand how a menu is designed and functions.
• 4.5 Recognize guest’s menu expectations.
• 4.6 Explain what a server should learn about a menu in order to best
serve guests.
• 4.7 Understand the consequences of a dining room not fully prepared and
ready to serve guests.
Responsibilities that Support Good Service
Each of these positions oversee the operations in the dining room to

ensure guest satisfaction and good service.
– Manager
– Maitre’d
– Host
Opening Side-Work
STATION 1
• Make coffee and tea—using diagram in pantry
• Fill creamers and place in refrigerator
• Place four underliners next to coffee machine
• Stock all coffee cups, saucers, and spoons
STATION 2
• Restock all paper products
• Put ice in all ice bins
• Fill the pepper grinders
• Polish water glasses; leave in racks
STATION 3
• Organize the pantry—see diagram in pantry
• Stock coffee and tea in drawers
• Cut four lemons—see diagram in pantry
• Turn bread warmer on and stock bread in warmer
STATION 4
• Polish flatware; fold napkins
• Clean and stock trays and tray stands
• Fill sugar caddies, salt and pepper shakers, and stock condiments on shelf
Closing Side-Work
STATION 1
• Return all coffee cups, saucers, and creamers from the dishroom
• Wipe all trays with sanitizer and stack to dry
• Wipe down shelves and drawers in beverage station. Remove glass mats and run through
the dishwasher
STATION 2
• Clean coffee and tea machines
• Wipe walls and sweep floor in service station
• Clean coffee pots and tea pitchers
STATION 3
• Wipe the back of all chairs in the dining room
• Wipe the legs of all tables in the dining room
• Vacuum the dining room
• Stock all miscellaneous items
STATION 4
• Clean and sanitize all high chairs and booster seats
Items Typically on a Service Stand
• 1. Beverages - ice, water pitchers, glassware, straws, coffee, tea bags, teapots,
cups, saucers, cream, half-and-half, sugar, honey, soft drinks, lemons, and
limes.
• 2. Flatware - salad/dessert forks, dinner forks, knives, steak knives, teaspoons,
• soupspoons, iced-tea spoons, serving spoons, ladles, tongs, and seafood

(cocktail) forks.
• 3. Condiments - ketchup, mustard, Dijon, Worcestershire sauce, A-1 sauce,

Tabasco sauce, salt, pepper, sugar, and sugar substitute.
• 4. Breakfast - jams, preserves, honey, and syrups.
• 5. Bread, Butter, and Crackers - bread, rolls, crackers, bread and cracker
baskets, bread plates, and butter pats.
• 6. Linens - tablecloths, place mats, napkins (linen or paper), beverage napkins,

children's bibs, and bar towels.
Discussion
• Why is opening and closing side-work so important?

• What can happen if side-work is not fully done?
• What items are necessary to have a fully stocked side
stand?
• What can happen if the side stand is not fully stocked?
Checking a Service Station or Zone
• Tabletop tablets (if being used) should be clean and sanitized.

• Tables must be immaculate and firmly in place—they should not wobble
to avoid any possibility of an accident occurring.
• Chair seats should be checked for stains and crumbs.
• The salt and pepper shakers should be clean and placed facing all the
same direction.
• Flatware and glassware should be polished to avoid any spots and
placed on the table according to the restaurant standard.
• Tablecloths and napkins should be uniform throughout the dining room.
Common Menu Designs
• Bifold
• Tri-fold
• One-page Menu
Menu Knowledge
– The Method of Preparation

– The Major Ingredients
– When and if substitutions are allowed server
– Know how to Pronounce All of the Words on the Menu
– Able to Interpret the Menu for their Guest.
– Learn the Ingredients of Sauces and be able to Describe
their Flavors
– Understand Cooking and Preparation Times
Discuss Different Types of Menus
Discuss Server Prepareness
Discuss Key Points in Restaurant Reality

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The PROFESSIONAL SERVER: A Training Manual

• 4.1 Comprehend the responsibilities that support good service.

Each of these positions oversee the operations in the dining room to

• 2. Flatware - salad/dessert forks, dinner forks, knives, steak knives, teaspoons,

• soupspoons, iced-tea spoons, serving spoons, ladles, tongs, and seafood

• 3. Condiments - ketchup, mustard, Dijon, Worcestershire sauce, A-1 sauce,

• 4. Breakfast - jams, preserves, honey, and syrups.

• 6. Linens - tablecloths, place mats, napkins (linen or paper), beverage napkins,

• Why is opening and closing side-work so important?

• Tabletop tablets (if being used) should be clean and sanitized.

– The Method of Preparation

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