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MODULE 1 Types of Restaurants 1

Part Ⅰ Types of Restaurants According to Food-style 1

Part Ⅱ Types of Restaurants According to Service-style 5

Part Ⅲ Western-style Restaurants and Chinese Restaurants 9

Part Ⅳ Listen,Listen,and Listen 15

MODULE 2 Food Service Staffing 16

Part Ⅰ The Basic Personnel Structure of a Restaurant 16

Part Ⅱ Organization of the Service Staff and Their Work 19

Part Ⅲ Guidelines for Service Staff 23

Part Ⅳ Listen,Listen,and Listen 28

MODULE 3 Reservation 30

Part Ⅰ Some Essentials of Reservation Arrangement 30

Part Ⅱ Guidelines for Taking Reservations 35

Part Ⅲ Cases of Taking Reservations 41

Part Ⅳ Listen,Listen,and Listen 45

MODULE 4 Setting Table 46

Part Ⅰ Setting Tables Properly 46

Part Ⅱ Folding Napkins and Laying a Tablecloth 49

Part Ⅲ Table Setting for Chinese and Western Dinners 59

Part Ⅳ Listen,Listen,and Listen 69

MODULE 5 Seating the Guest 72

Part Ⅰ The Essentials of Seating 72

Part Ⅱ Assigning Tables 77

Part Ⅲ Showing Guests to the Table 80

Part Ⅳ Listen,Listen,and Listen 83

MODULE 6 Recommending Dishes 86

Part Ⅰ Selling According to an Expressed Need 86

Part Ⅱ Suggesting Alternative Menu Items 91

Part Ⅲ Plus Selling 95

Part Ⅳ Switching Customers to Available Foods 99

Part Ⅴ Listen,Listen,and Listen 101

MODULE 7 Taking Orders 103

Part Ⅰ Menu Structure 103

Part Ⅱ The Breakfast Menu 111

Part Ⅲ Lunch and Dinner 117

Part Ⅳ Listen,Listen,and Listen 125

MODULE 8 Food Preparation 126

Part Ⅰ Pre-cooking Working 126

Part Ⅱ Methods of Cooking Foods 133

Part Ⅲ Listen,Listen,and Listen 139

MODULE 9 Beverage Service 141

Part Ⅰ Alcoholic Beverage 141

Part Ⅱ Wine and Food 148

Part Ⅲ Wines 152

Part Ⅳ Listen,Listen,and Listen 157

MODULE 10 Alternative Services 159

Part Ⅰ Room Service 159

Part Ⅱ Fast Foods 165

Part Ⅲ Take-away or Take-out Service 169

Part Ⅳ Buffet Service 172

Part Ⅴ Listen,Listen,and Listen 175

MODULE 11 Serving a Banquet 177

Part Ⅰ Banquet Service 177

Part Ⅱ The Menu 183

Part Ⅲ Rules for Serving Banquets 188

Part Ⅳ Listen,Listen,and Listen 191

MODULE 12 Healthy Eating 193

Part Ⅰ Nutrition and Healthy Eating 193

Part Ⅱ Eating Smart 197

Part Ⅲ Creative Eating 201

Part Ⅳ Listen,Listen,and Listen 204

MODULE 13 Sanitation and Safety 205

Part Ⅰ A Welcoming Environment 205

Part Ⅱ Food Poisoning and First Aid 209

Part Ⅲ Personal Hygiene 217

Part Ⅳ Listen,Listen,and Listen 222

MODULE 14 Handling Complaints 225

Part Ⅰ The Guest Is Always Right 225

Part Ⅱ Do's and Don'ts of Handling Complaints 229

Part Ⅲ Cases of Handling Complaints 232

Part Ⅳ Listen,Listen,and Listen 239

Tapescript 241

Reference Keys 256