CUL 170 - Dining Room Operations

2 Credits, 2 Contact Hours
2 lecture periods 0 lab periods

Theory and practice of operating a casual dining room. Includes preparation for proper dining and service etiquette for staff. Also includes proper techniques for clearing tables, service of wine, beverage sales and techniques, salesmanship, and customer service.

Prerequisite(s): CUL 105 and CUL 140 .

Course Learning Outcomes
1. Describe the basic elements of dining room service and operations, including dining room preparation, taking guest orders, presenting checks, and other tasks.

2. Display proper etiquette for serving and clearing tables.

3. Perform wine and beverage service using proper etiquette.

4. Demonstrate effective sales techniques.

5. Describe appropriate customer relations techniques.

Outline:
I. Dining Room Preparation and Guest Service

A. Table service

1. Table set-up

2. Table maintenance during meal

3. Table clearing

B. Opening and closing side work

1. Arranging tables per reservations

2 Stocking side stations

3. Refilling, cleaning and stocking condiments

4. Cleaning

C. General rules of etiquette

D. Taking guests’ orders

1. Numbering systems

2. Writing guest checks

3. Point-of-sale systems

4. Presenting guest checks for payment

II. Proper Etiquette for Service and Clearing

A. Set-up of china, glassware and silver

B. Service procedures

C. Clearing procedures

III. Wine and Beverage Sales and Service

A. Wine and beer

B. Coffee, tea and other beverages

C. Presentation and service of beverages

D. Glassware selection and storage

IV. Salesmanship

A. Upselling the product

B. Understanding guests’ requirements

C. Increasing profits

V. Serving the Public

A. Guest satisfaction

B. Guest dissatisfaction

1. Unruly guests

2. Procedures for guest compensation

C. Guest intoxication

1. Legal responsibilities

2. Methods of prevention

Effective Term:
Full Academic Year 2019/2020

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