Table of Contents

	*Foreword: About This Book*

	Section One: Before Your Shift
1	Be Dressed
2	Be Equipped
3	Be the Expert
4	Be Optimistic
5	Be Early
6	Be There

	Section Two: Starting Your Shift
7	Getting Set for Success
8	Polishing Your Section
9	Knowing Your Team
10	Walking the Circuit

	Section Three: Interacting with Your Guests
11	Be Your “First Date” Self
12	Be Quick, but Don’t Hurry
13	Fewer is Better
14	*Don’t Be “The Server”*
15	Ask Better Questions
16	How to Apologize


	Section Four: The Mechanics of Serving
17	The Key to Prioritizing
18	Table Maintenance
19	Pacing Your Courses
20	The Dreaded Double/Triple

	Section Five: Selling and Serving Wine
21	*Pairing Wine with Guests*
22	Wine Descriptions that Sell
23	Selling the Bottle
24	Expert Wine Service

	Section Six: The Pitch
25	*The Value of the Pitch*
26	Back to Front
27	Know What to Sell
28	Words that Kill Sales
29	Words that Sell

	Section Seven: The Key Times
30	The Greeting
31	Taking the Order
32	The Checkback
33	The Departure

	Section Eight: Selling As a Server
34	*In Defense of Selling As a Server*
35	Selling the Specialty
36	Selling the Restaurant
37	Selling Away and Selling Up
38	Selling Desserts

39	Selling in Pairs and Trios
40	The Power of Assumption
41	Creating Repeat Guests

	Section Nine: Special Guests
42	The Young Family
43	Solo Diners
44	Business Diners
45	Seniors
46	Repeat Guests
47	The Problem Guest

	Section Ten: The Intangibles
48	*Dealing with Managers*
49	Dealing with Hosts/ Hostesses
50	Dealing with Bartenders
51	Dealing with the Back of the House
52	Dealing with Intoxicated Guests

	Acknowledgements
	About The Author
	About The Hospitality Formula Network
	About Hospitality Formula Consulting