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Imperial Library
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Index
Cover
Title Page
Contents
Foreword
Introduction: An Iowa Kid in a Clip-on Bow Tie
Part One: Going Out to Dinner
Word of Mouth: Things are not always what they seem
The Art of the Reservation: Setting your place at the table
Social Media (Or, Virtually Mad): “I’m a food blogger, and tomorrow morning the whole world is going to know that I asked you for something and you didn’t give it to me.”
Part Two: The Restaurant
Designing for Dining: A Philadelphia brownstone with soul
Creating Flow: “Running a restaurant is like trying to change the tires on a car you’re driving”
What’s in a Menu?: This ain’t no South Philly red-sauce joint
Part Three: At Your Service
Who Taught You That?: I take my hospitality lessons when I see them
I Hate Onions!: Genuine interest in each guest is the only way to go
Technophobia: Put down your phone and pick up the fork
We Take the Blame: The customer is always right. Until they’re wrong
Help Us Help You: Once we start touching them, they’re ours
How We Met the Capolinos: You’ve heard of repeat guests? I’m talking hundreds of times
What’s Old Is New Again: Trends come and go, but farm to table should not be a passing fad
Part Four: The Staff
Welcome to the Family: An employer is more than just the guy who signs the paycheck
Cast of Characters: The chef is the quarterback. But let’s not forget the dish staff, shall we?
The Hospitality Gene: Great waiters are born, not made
The Tipping Point: When one server is successful, we’re all achievers
Inside the Staff Meeting: We’re all in this together. So let’s eat!
Eight Things Servers Should Know: Freshen up, don’t pass the buck and learn where to draw the line
Part Five: Be Our Guests
One Size Does Not Fit All: Every first-time diner is a potential future regular
The Educator: “I see four empty tables. Why can’t we just sit there? Or there?”
Don’t Let Them Get Your Goat: Sometimes a disgruntled customer just needs closure
Guests These Days: Ma’am, is that a wineglass in your handbag?
Eight Ways to Be a Desirable Customer: Show up, do unto others and don’t steal the Sweet & Low
Part Six: Days of Wine
No Merlot!: How an independent film turned our wine service upside down
The Amateur Expert: “Since I know how much these bottles cost, I simply cannot see myself paying list price”
The Price of Wine: It’s a lot more than just math
The Price of Corkage: Setting standards for the pop-your-own-cork crowd
Part Seven: Putting Systems in Place
Greeting and Seating: You don’t have to see how the sausage is made to enjoy it
The Bar: It’s not just about alcohol sales
Taking Orders: How does she remember what everyone ordered without writing it down?
Checking In: We’re just bit players in the evening’s performance. The guest is the star
Complaints and Comps: “You call this medium rare?”
Turning Tables: Restaurateurs are just realtors who serve food
Eight Things You May Not Know—But Should: Size matters, we don’t make the laws and the plate costs more than the food
Part Eight: Come Again
One More Cup of Coffee: We only get one chance to make a final impression
Speaking of Gratuities: Is that how little respect you have for the hospitality industry?
Comment Cards: Online feedback and playing the Yelp card
Food Critics: Everyone’s a critic, but just a few are pros
Afterword
Acknowledgments
Copyright
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