ColumbiaCollege Hospitality Management Program
An American Culinary Federation Accredited Program
Hospitality Management Program #146
Course Information & Course Syllabi
Spring 2014 – WednesdayClass
Course Title: Dining Room Service and Management II
Course Section Number:1212
Units: 2
Course Description:
Advance service techniques, table settings and dining room etiquette using the Cellar Restaurant as a laboratory. Emphasis is on upscale dining applications, developing the fine points of service, understanding wine and food compatibilities, and building sales.Dining room management including staffing, ordering product, cashiering, hosting, and customer responses.
Class Time: Wednesday 4:00-8:05
Lecture Time: 4:30-4:45( When time is available)
Classroom: Cellar Bistro –Manzanita 2
Instructor: Tom Bender
Home Telephone: 532-6233 or cell 768-6234
Office location:ColumbiaCollege – Hospitality Management Adjunct Faculty Office
Office hours: by appointment
Email: or
Course Textbook – Required Reading
Title: “Remarkable Service”
Author: Culinary Institute of America, 2nd edition
Publisher: John Wiley & Sons
ISBN: 978-0-470-19740
Disabilities covered by Section 504 and the American Disabilities Act include but are not limited to learning disabilities, hearing, sight, or mobility impairments. If you have a condition that may impact your work in this class and for which you may need accommodations, please see Mr. Bender by the second class, January 23, 2013.
Personal, academic, vocational and disability management counseling are available with DSP&S counselor by appointment from 9:00AM to 4:00PM, Monday through Friday. Students needing evening appointments must make special arrangements with the DSP&S office.
A FEW POINTS TO REMEMBER:
1. This syllabus is subject to change as necessary without notice.
2. It is your responsibility to drop this course if you decide not to continue.
3. Use of i-pods or cell phones during class hours, except for emergencies, is prohibited.
4. A professional uniform is essential. See special uniform sheet for requirements.
5. Smoking is prohibited during service and break time must be approved by instructor.
Please read the following explanations for each area:
Lab participation evening: You may receive a maximum of 10 points for each Wednesday evening lab that you attend and meet the standards required. You must attend the last lab “clean up” or you will receive an incomplete for the semester, regardless of your progress in the other three areas that make up your final grade. There are no make ups for a lab that is considered unexcused. This class requires a uniform of a clean white shirt, black pants, and a white bistro apron. Black shoes are required. No sandals or open toe shoes allowed.
You are required to participate one lab day per week for the entire semester.
Assignments: All assignments are to have NAME, TITLE OF ASSIGNMENT, and DATE DUE
They are due at the beginning of the following class day unless indicated differently in the course calendar. They are considered late if not turned in by this time and lose 5 points per week late. Please type assignments. 10 assignments make for a total of 100 points. Assignments can be emailed to me in advance but not later than Tuesday evening, the night before it is due at the Wednesday lecture.
GRADING STANDARDS AND POLICIES
There are four areas that make up your final grade.
FINAL GRADE %
1. Lecture and Laboratory Class Participation and Assignments 60%
Minimum acceptable grade to pass this area is a C. This means 70% or better
Grading standard – In order to receive the maximum allowable 300 points.
you must:
- Participate in the lectures by asking questions, making
related observations, and answering questions. max of 30 points
- Complete Assignments (10) max of 100 points
- Complete lab requirements for service in Cellar Restaurant. max of 120 points
- Complete project paper.max of 50 points
All assignments are required to have NAME, TITLE OF ASSIGNMENT, and DATE DUE
All assignments are due at the beginning of the following lecture day unless indicated
differently in the course calendar. They are considered late if not turned in by this time and lose 5 points per week late. Please type assignments.
2. Final Exam – Written and Practical 40%
Minimum acceptable grade to pass this area is a C. This means 70% or better
A)Written Exam Grading Standard
Legend for grading system. Maximum of 100 points.
90 – 100 % = A 90-100 points.
80 – 89.99% = B80-89
70 – 79.99% = C 70-79
60 – 69.99% = D61-69
60% or below is a failure
B)Dining Room Practical Exam Grading Standard
Legend for grading system. Maximum of 100 points.
90 – 100 % = A 90-100 points.
80 – 89.99% = B80-89
70 – 79.99% = C 70-79
60 – 69.99% = D61-69
60% or below is a failure
Final Grade – Determined by point accumulation total.
450-500 points = A
400-449 points = B
350-399 points = C
300-349 points = D
299 or fewer = F
DINING ROOM SERVICE AND MANAGEMENT #146
Course Outline
Section # 1212 (Wednesday)
Calendar – Winter –Spring 2013
WEEK# 1JANUARY 16
- Class objectives and instructors goals
- Defining the “H” word. Basic Principles of Service.
Assignment #1: Describing a service experience.Read Text – Chapter 1
WEEK # 2 JANUARY 23
- Dining Room Structure – Staffing, Styles of Service, Appointments
- Lab exercise – Familiarizing yourself with the room, stations, and service procedures. Carrying and presenting DR food and related items.
- How to use the POS. Review upcoming menu. Read Text – Chapter 2
Assignment #2:a) Define menu terms.
b) What is the web site “Open Table”?
WEEK # 3JANUARY 30
- Customer needs – special attention, handling children, complaints and accolades.
- Course sequence and service. Anticipating needs and actions.
- Working with the kitchen. Creating a team effort.
- Lab exercise – Opening Night. Menu and kitchen terms. Writing guest checks and orders. Cashiering procedures. Preparing the Dining Room for service.
Assignment #3: Dining room reservation situation. Text - Chapter 3
WEEK# 4FEBRUARY 6
- Telephone etiquette, seating, greeting and goodbye.
- Special situations
- Review of first week of service. Text – Chapter 4&5
Assignment #4: a) Write Bistro opening/closing procedures.
b) Design a work schedule & hours for upscale restaurant
WEEK # 5FEBRUARY 13
- The Front Door - Working with Reservation systems.
Finer points of Service
Assignment #5: Dining room supervisor qualities.Text - Chapter 6&7
WEEK # 6FEBRUARY 20
- Tableside service – Classic applications. Pros and cons.
Assignment #6: Origin of special tableside preparations. Text – Chapter 9
WEEK # 7FEBRUARY 27
- Food and wine pairingText – Chapter 8
- Wine service procedures and equipment
Assignment #7: Pairing wines with a menu. Due March 13
WEEK # 8MARCH 6
1.Wine cellar development and control.
2. Wine service procedures and equipment.
WEEK # 9MARCH 13
1. Banquet and special event service. Catering service.
2. Using a prospectus – Knowing how to work with guest special arrangements.
WEEK # 10MARCH 20
- Cost of service – Pricing of equipment and appointments
Assignment #8: Sourcing and pricing DR needs.Text – Chapter 10
WEEK # 11MARCH 27
- Business terminology – kitchen slang and other helpful phrases.
- Staffing, training, and hiring procedures
Assignment #9: Your response to a staff situation
WEEK # 11APRIL 3
- Alcoholic Beverage Service – Knowing cocktails, server responsibilities and the law applications.
- Common beverage service – Coffees and teas.
Assignment #10: Alcohol beverage service situation. Text – Chapter 11
Assignment: Complete project.
WEEK # 13APRIL 10
1.TERM PROJECT IS DUE Text – Appendix
- Explain next week’s practical exam.
- Special service challenges – handling emergencies.
WEEK # 14APRIL 17
- FINAL EXAMS
- Final lab in Cellar Bistro. Practical Exam Exercise
WEEK # 15APRIL 24
1.FINAL EXAMS
2. Final lab in Cellar Bistro. Practical Exam Exercise
WEEK# 16MAY 1
1. Final Exam Grade Review
2. Class Wrap up and Dining Room Cleanup
ADVANCE DINING ROOM MANAGEMENT #146
CLASS PROJECT
Due April 10, 2014
Choose one of two projects:
- Interview dining room managers at two relatively busy restaurants. Preferably offering different styles of dining and levels of service.
- Use the same series of questions for each interview.
- Include the following questions plus several of your own:
How much staff do you have and describe your training method?
What is the most difficult aspect of your job? Your server’s job?
Describe one of the most positive or enjoyable parts of your job?
Does wine or cocktail service play a role in your service?
How do you describe your menu and type of service?
Describe your relationship with the kitchen staff.
Do you plan to make a career in the food service business?
- Must include your conclusions and observations regarding the interviews.
- Length of the report should be 4-5 pages double spaced.
- Read the book “Waiter’s Rant” which is on hold and loan at the library.
(Please note – this book contains foul language and mature themes)
- Write a 4-5 page book report.
Include some of his most unusual experiences.
How did he come to write the book? What is the name of his blog?
What actor gave him some advice after being mentioned in his blog?
What is our author doing now?
- What is your opinion of the book and his experiences?
- Can you relate to any of his experiences?
- Visit his blog and write an observation or contribute.