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http://media.johnwiley.com.au/product_data/excerpt/78/EHEP0004/EHEP000478.pdf

Organizational Structure of F&B Dept

AboyerAboyer aids the communication between the kitchen and restaurant. He receives the food order from the service staff and announces the order to the kitchen. Aboyer is responsible for hot plate section of the pantry.A la carte MenuA la carte menu is a type of menu, where the food items are priced individually. Literary meaning of a la carte is “from the card”American serviceIt is a type of table service. In American menu the food is pre-plated and portioned at the kitchen. This type of service is relatively less formal and seen in coffee shops.ABCABC stands for Ashtray, Budvase and Cruet. ABC is kept at the centre of the table while laying the cover.Back of the HouseBack of the house is the ancillary area of the restaurant, where all the supporting service is carried out. Some of the back of the house sections are pantry, dishwashing, hot plate, still room etc.Bain MarieBain Marie is equipment that holds the Food hot. The equipment contains cylindrical drum, which is heated with water. Bain Marie is usually used in Hot Plate section of the pantry.BarkerBarker is another term for Aboyer. Barker is the person who communicates between service and kitchen and help to pick up the food in time. Usually the order taken by the waiter is hander over to the Barker.Bone ChinaIt is a white translucent ceramic material made from kaolin, china clay and bone ash. It is used in restaurant to serve various dishes.BriefingBriefing is done prior to the opening of the restaurant. In the briefing the senior most staff gives instructions to the junior staff with regard to availability of dishes, special items of the day, and also some training.BuffetsBuffet is a type of assisted service, where food and beverage is displayed at counters. Waiter assists at the counters to take the food from the counters or the guest help themselves.Bus BoyBus boy is a person who helps the waiter. The main responsibility of a bus boy is to bring the food from the kitchen and also do the clearance of plates from the table.Carousel

Carousel is a circular counter that revolves to display the food items. The carousel is fitted in such a way that the one side is always inside the kitchen and other side is in the service area. As the carousel revolves the counter is filled up from the kitchen and guests selects the food as it revolves.Carte du jourCarte du jour means “card of the day”. It is used to highlight the special dishes of the day. carte du jour is actually an supporting menu to the main menu.Chafing dishIt is a hollowware used to keep the food warm usually in buffet service. Chafing dish has a water container, which is the base, food container and place for fuel. Using the fuel the water is heated up and in turn the food is heated up with the hot water.CoverCover is the space on the table allotted for table-wares to the guest to consume his/her meal. The size of the cover is 24 inch * 18 inch.CutleryCutlery is the term denotes all the cutting implements such as knives. Cutlery can be made of EPNS or stainless steel.Demi-tasseDemi-tasse means half cup. It is used to serve coffee except breakfast. Size of demi-tasse is 75 ml.Dummy waiter/ Demi waiterDummy waiter is another term for side board. it is a restaurant furniture and used to keep all the serving equipments for a meal session.ElevensesElevenses is a meal served at 11 o’ clock. It includes the food items as biscuits, cake etc. and usually offered to children.Gueridon trolleyIt is a mobile trolley from which the gueridon service is done.HostessHostess is a member of restaurant brigade. Duty of hostess includes taking restaurant reservation and receiving them at the door.Indian breakfastIt is a type of breakfast, which includes Indian dishes such as dosha, idly, chapathi etc. served with chutney and vegetable curries. There are two types of Indian breakfasts viz. North Indian and South Indian.Lounge serviceIt is a type of specialized service. Lounge service is done at the lounge of a hotel. Items such as morning tea, afternoon tea, and alcoholic beverages are served in the lounge.Maitre d’hotelMaitre d’hotel is the Supervisor of the a F&B outlet. He looks after the day to day operations of a food service outlet.MenuMenu is a list of food and/or beverage than can be served to a guest at a price. It helps guests to select what they would like to eat and/ or drink. It is a document that controls and directs an outlet’s operation and is considered the prime selling instrumentMise-en-scene

It means prepare the environment of the outlet before service. Mise-en-scene includes preparing the restaurant welcoming, create ambience with regard to cleanliness, furniture setting and temperature.Mise-en-placeMise-en-place means “putting in place” and the term denotes to the preparation of a work place for ultimate smooth service. To ensure that the restaurant is ready for service the waiter makes sure that this station has been efficiently prepared for service.NapkinNapkin is restaurant linen. Napkin is used to decorate the table using various folds and also used to keep on the lap of the guest to protect their clothes during service.SommelierSommelier is the French term for wine waiter. He is responsible for the service of all alcoholic drinks during the service of meals, and is also a sales person. He requires to have a thorough knowledge of beverages and wines as food accompaniments.TrancheurTrancheur is the French term for carver. His responsibility is to carve the meat joints in front of the guest and serve to them.SalesmanshipThe food and beverage service personnel are technical salespersons, hence they should have a thorough knowledge of the proper presentation and service of all the food and beverage served in the establishmentTablewareTable ware is a type of restaurant equipments used to keep on the table. Table ware includes flatware, cutlery and hollowware. Table ware is made either EPNS or stainless steel.Silver DipInstantly removes tarnish from silverware, silver plate, cutlery and small silver items. Quickly cleans even difficult to reach places such as between fork tines. Gives silver a brilliant shine. Just dip, rinse and dryPolivitPolivit is the one of the fastest methods of cleaning silverware. For this one needs aluminum foil, baking soda, shallow pan and a clean cloth. The baking soda will "polish" the silverware, removing dirt, stains, and grease. Rinse the silverware thoroughly under warm, running water. Air-dry the silverware on a clean towel. Buff the silverware with a soft, clean cloth.Burnishing machineThis is a revolving drum like container using for cleaning silver ware, with safety shield attached to it.. The burnishing machines are attached with ball bearing to run that effectively. Soap power is used to clean the silver ware hygienically.Thermal shockThermal shock is the result of glass experiencing a sudden temperature change. Glass holds temperature, and a rapid change in temperature can cause enough stress to result in breakage.Mechanical shockMechanical shock in glassware is the direct result of contact with another object, such as a spoon, a beer tap, another glass, or a piece of china. This kind of contact can cause a minute abrasion, invisible to the eye, but a source of weakness in the glass, making it more susceptible to breakage from impact or thermal shock.Disposables

Disposables are use and throw products used in the service of food and beverage productsThis is largely

due to the increasing demand for fast food items. There are different types of disposable used in the

catering business and mostly they are used in outdoor catering, vending machines, fast food outlets &

hotels

Special equipments

Special equipments are for specialized services. They are not used in regular services. Specialized

equipments are divided into Trolleys and Miscellaneous equipments. Some of the trolleys used in a

restaurant are gueridon trolley, bain marie, vending machine, hot plate etc.

EPNS (Electro Plated Nickel Silver)EPNS is Silverware made of silver plating. Silver plating is a thin layer of silver on top of another metal. It is made by an electrical process, hence the name – Electroplated Nickel Silver. Cutleries and crockery’s of high class establishments are made out of EPNS which includes different types of forks, knifes, pots, plates, salvers etc.Table d’hôte or a fixed menuTable d’hôte refers to a menu of limited choice. It usually includes three or five courses available at a fixed price. It is also referred to as a fixed menu. This term is known to caterers by its abbreviation TDH menu. A table d’hôte menu is a complete meal at a predetermined price.A la carte menuA la carte menu is a multiple choice menu, with each dish priced separately. If a guest wishes to place an order he selects the item from the menu and pays for the order he made. In an a la carte menu all items are cooked to order and served with accompaniments.Hors d’oeuvreHors d’oeuvre course aimed to stimulating the palate, and consists of small tasty dishes, using a large array of different items such as anchovies, olives, cheese and smoked fish. They are often referred to a starters or appetizers. This course could also include salads.EntréeEntee is the first meat in a French Classical menu. It usually comprises a dish made up of steak, cutlets, casseroles or stews. Some example are Steak au poirre, Veal cutlets, and Irish stew.DessertThis is the fruit course in the French classical menu and usually presented in a basket (Corbielle de Fruits) and placed on the table, as part of the table décor, and served at the end of the meal. All forms of fresh fruit and nuts may be served in this course.Table ServiceIt is a type of service. Table service is the service done at the table, where the guests are seated. In the table service either service personnel or waiter serves the food to the guests or the guests help themselves.American serviceAmerican service is a pre-plated service which means that the food is served onto the guest’s plate in the kitchen itself and brought to the guest. The portion is predetermined by the kitchen and the accompaniments served with the dish balances the entire presentation in terms of nutrition and color. This type of service is common in a coffee shop where service is required to be fast.English service

English service is often referred to as “Host Service” or “Silver service”. The food is brought on platters by the waiter and is shown to the host for approval. The waiter then portions the food and serves to the guest plate.French serviceIt is a very personalized service. Individual portioned food is brought from the kitchen in dishes and slavers which are placed directly on the table. The plates are kept near the dish and the guests help themselves.Russian serviceTable is laid with food for guests and presentation is done elaborately. Guests help themselves. This is an elaborate silver service much on the line of French service. Display and presentation are the major part of this service. Some parts of the service such as carving and portioning etc are done by the waiter.Gueridon serviceThis is a service done from the gueridon trolley. The cooking is done at the gueridon trolley place near the guest table and service is done at the guest table. The waiter plays an important role as he is required to fillet, carve, flambé and prepare the food with showmanship.Self ServiceIn the self service the service is done by customer themselves. The guests collect the food from the counters and then he/she may sit at the table or stand at high table to have the food.Counter serviceCounter service sometimes called cafeteria service. The guests come in line, collect their food from the counter and seat at the table to have the food. Food may be grouped together such as cold and hot, or main course and desserts etc. In some places the guests also have to clear the empty plates and cutleries after having the food.EchelonIn echelon service the counters are arranged in such a way that it provides better view of the foods and arranged in angular way.CarouselThe carousel is a circular counter that revolves to display the food items. The carousel is fitted in such a way that the one side is always inside the kitchen and other side is in the service area. As the carousel revolves the counter is filled up from the kitchen and guests selects the food as it revolves.CarveryCavery is a type of assisted service. This service method includes both table service and self service. Some parts of the service is done by the waiter at the table and some parts of the service is done guests themselves.Take awayThe food order is placed at a counter and the food is collected from the same counter and take the food away from the premises for consumption.Drive thruThe customer drives the vehicle to the counter and orders and collects the food and leaves the counter.Vending MachineThe customer inserts the value of the food item displayed in the vending machine and selects the food by pressing a knob. The vending machine dispenses the selected food. The vending machine can dispense hot or cold food.

Food courtsFood courts include series of individual counters where customer may either order and eat, or buy from a number of counters and eat in separate eating area.KiosksKiosks are outdoor arrangements that provide food and beverages to people in a specific location.Specialized Service/ In-SituIn-situ service is the service provided at the place, which is primarily not meant for service. Examples of in-situ services are:Tray serviceIn the tray service the food and beverages are brought in a tray and given to guests. Such service are seen in hospitals, guest rooms etcRoom serviceIn room service the service of food and beverages are done in the guest room. The food is taken to the guest room in a tray or room service trolley.Drive-in serviceThe guests order the food from the vehicle parked at designated areas and service is done at the vehicle. The food is placed on trays that are clipped in the door or steering wheel.Lounge serviceIn lounge service the food and beverage is served at the lounge area of a hotelMise-En-SceneMise-en-scene is the preparation of the environment of the restaurant before starting the service session. Creating a pleasing, safe and hygienic environment is the main task in the Mise-en-scene. For the waiter the restaurant is the service area. Before each service session, the restaurant should be made presentable enough o accept guests.Mise-En-PlaceMise-en-place means “putting in place” and the term denotes to the preparation of a work place for ultimate smooth service. To ensure that the restaurant is ready for service the waiter makes sure that this station has been efficiently prepared for service.Guest Service CycleGuest service cycle refers to the activities provided to the guests while in the restaurant. Guest service cycle is the process, which repeats to every guest. Learning guest service cycle is very important, because a good waiter should know what are the activities done in the restaurant during the service.Social SkillSocial skill is a skill, which enable us to deal with social situations. Social skills have an important part to play in food and beverage service. Because service is about meeting the guest’s psychological needs and making him feel welcome, and social skills are essential part of this process. Social skills can be used for selling of food and beverage products also.Kot/ Bot Controll SystemA variety of control systems are used in the hotel industry. One such important control system is the KOT control. When an order is taken from a guest, it is ordered in triplicate on a Kitchen Order Ticket. One copy goes to the kitchen, against which the chef prepared the dishes ordered for. The second copy goes to the cashier to make the bill. The third copy is the waiter’s copy, against which the food or beverage to be served to the guest is picked upSpecialty Restaurant

Speciality restaurant is a restaurant serves specialized cuisines. Service in a specialty restaurant is both formal and stylish. The prices tend to be high because of higher overheads. The menu may be an a la carte, buffet, or a table d’hote. Waiters should be highly skilled, as specialized services such as preparation of food at tables and flambés, may have to be done.Coffee shopCoffee shop is a 24 hours F&B outlet. Usually coffee shop situated near to the lobby of a hotel. Style of service is American that is pre-plated. The menu of coffee shop is varied. Menu comprises of Full-day menu or according to meal session.Cafeteria ServiceThis service exists normally in industrial canteens, colleges, hospitals or hotel cafeterias. To facilitate quick service, the menu is fixed and is displayed on large boards. The guest may have to buy coupons in advance, present them to the counter waiter who then services the desired item. Sometimes food is displayed behind the counter and the guess may indicate their choice to the counter attendant. The food is served pre-plated and the cutlery is handed directly to the guest. Guests may then sit at the tables and chairs provided by the establishment.Fast food ServiceThere is a predominant American influence in fast food style of catering. The service of food and beverages in a fast food restaurant is at a faster pace, than at an a la carte restaurant as the menu is compiled with a special emphasis on the speed of preparation and service. To make this type of service financially viable, a large turnover of customers is necessary. The investment is rather large, due to the specialized and expensive equipment needed and high labor costs involved.Room serviceRoom service is offered to the resident guests. Guests order food and/ or beverages to the kitchen and order is taken by the room service order taker. Once the order is taken then it is passed to the kitchen. Once the order is ready the room service waiter serves the food and/ or beverage at the room. Along with the food, the bill is also presented to guest to be signed or payment.Banquet ServiceBanquet functions are the services provided at a fixed time and at a fixed venue. The banquet service is inevitable in a hotel due to its revenue earning potential. The reason is that banquet can offer service to a large number of guests at a time. Banquet service can be formal or informal.Bar serviceThere are normally two kinds of bars in Indian hotels. One is the public bar, and the other is the service or dispense bar. The public bar is located in the public areas, and is used for the service of paying customers, be it in-house guess or non-residents. The dispense bar is used for dispensing drinks to other outlets of the hotel such as coffee shop, room service outlet, banquets and the specialty restaurant. It is generally located in the back area of the hotel and is open round the clock. It should be adequately equipped to meet the demands of all the outlets.Vending MachineVending machines are machines dispensing food and beverages and placed at various places. The main advantages of vending machines are the convenience. But the main disadvantage is the limited choice. Vending machines does not require the help of service staff to operate.Ancillary Areas and ServicesAncillary areas are the supporting areas of F&B service department. Without the help of the ancillary departments F&B service department cannot work smoothly. In this regard the ancillary departments are very important for F&B service department. Major ancillary departments in a five star hotel are the following.

1. Pantry2. Still room3. Silver room4. Linen Room5. Hot plate6. Wash-up area7. Kitchen stewarding

PantryPantry is the area situated between the Kitchen and Restaurant. Pantry consists of the following sections. Hot plate or food pick up area, Place to keep dirty plates and glasses, Place or box to keep soiled linens, Place to keep clean plates and cups, A sink to wash small equipments such as glasses and cups, A dispense BarStill RoomIt is one of the very important supporting areas in the food and beverage department of the hotel. It provides the food and beverages for the service of meals which are not provided by the kitchen. The still room makes all the hot and cold non-alcoholic beverages needed for the restaurant.Silver RoomSilver room is the place where all the silver wares are stored and cleaned. Still room holds the complete stock of all the silverware such as flatware, cutlery, hollowware etc. separate storage areas would be allotted to store different types equipments. It is very important area that the silver room should contain space for silver cleaning.Linen RoomThe linen room is important back of the house service area in a hotel. The linen room should stock minimum linen and uniform required to meet the daily demands so as to ensure smooth operations. Linen is changed daily in the restaurant and it is exchanged one on one basis from the linen room.Hot plateHot plate is the food pick up area of the pantry. The service personnel is not allowed to enter the kitchen nor wait till food is being prepared. The waiter is hands over the KOT (Kitchen Order Ticket) to the Aboyer, who is in-charge of hot plate and in-turn aboyer announces the order to the kitchen. Once the order is being prepared kitchen staff keeps the cooked food in the hot plate.Wash-up areaThe wash-up area comprises of wash sinks, dish washing machines, rack to keep cleaned dishes, and tables. All the utensils are washed, cleaned, dried and keep here for further use.Kitchen stewardingThis department primarily controls the storage and issue of cutlery, crockery, hollowware, chinaware, glassware to the different food and beverage outlets and kitchens. Kitchen stewarding department supplies all cleaned service equipment to waiter. This department is also responsible for washing solid service ware and subsequently furnishing clean items.

http://opentextbc.ca/introtourism/chapter/chapter-4-food-and-beverage-services/

The food and beverage service department

1. 1. THE FOOD AND BEVERAGE SERVICE DEPARTMENT2. 2.   I.) ORGANIZATIONAL STRUCTURE3. 3.   FOOD AND BEVERAGE SERVICE PERSONNEL 1.) FOOD AND BEVERAGE

MANAGER ENSURING THE REQUIRED PROFIT MARGINS ARE ACHIEVED FOR EACH F&B SERVICE AREA IN EACH FINANCIAL PERIOD COMPILING IN LIASON WITH THE KITCHEN, MENUS FOR THE VARIOUS FOOD SERVICE AREAS AND FOR SPECIAL OCCASIONS PURCHASING OF ALL MATERIALS FOR THE DEPARTMENT DETERMINING PORTION SIZE IN RELATION TO SELLING PRICE

4. 4.   DEPARTMENTAL TRAINING AND PROMOTIONS MAINTENANCE OF HIGHEST PROFESSIONAL STANDARDS EMPLOYING AND DISMISSING STAFF HOLDING REGULAR MEETINGS WITH SECTION HEADS

5. 5.   2.)RESTAURANT/BANQUET MANAGER HAS OVER ALL RESPOSIBILITY FOR THE ORGANIZATION AND ADMINISTRATION OF THE PARTICULAR F&B AREAS SETS THE STANDARDS FOR SERVICE AND TRAINS STAFF MAKES DUTY ROSTERS, HOLIDAY LIST AND HOURS ON AND OFF DUTY

6. 6.   3.) RECEPTION HEAD WAITER ACCEPTS ANY BOOKINGS AND FOR KEEPING THE BOOKING DIARY UP TO DATE RESERVES THE TABLES AND ALLOCATE RESERVATIONS TO STATIONS GREET GUEST UPON ARRIVAL

7. 7.   4.) HEAD WAITER HAS OVER ALL CHARGE OF THE STAFF TEAM AND IS RESPONSIBLE FOR SEEING THAT ALL THE DUTIES FOR THE PREPARATION FOR SERVICE ARE EFFICIENTLY CARRIED OUT AIDS THE RECEPTION HEAD WAITER DURING THE SERVICE AND WILL TAKE SOME ORDERS IF THE STATION WAITER IS BUSY HELPS WITH THE COMPILATION OF DUTY ROSTERS AND HOLIDAY LISTS AND MAY RELIEVE THE RESTAURANT MANAGER OR RECEPTION WAITER ON THEIR DAYS OFF

8. 8.   5.) STATION HEAD WAITER HAS THE OVER ALL RESPOSIBILITY OF A STATION OR A NUMBER OF TABLES ASSIGNED TO HIM HAS GOOD LEADERSHIP SKILLS HAS GOOD KNOWLEDGE OF FOOD AND BEVERAGE ITEMS TAKES GUESTS ORDER AND EXECUTES SERVICE

9. 9.   6.) STATION WAITER IS IN CHARGE OF A CERTAIN STATION HAS GOOD MENU KNOWLEDGE FOR GUEST INQUIRIES TAKES ALL GUEST ORDERS IN HIS DESIGNATED STATION COMPLETES MIS-EN-PLACE

10. 10.   7.) ½ STATION WAITER TAKES ORDER FROM THE STATION WAITER ASSIST STATION WAITER IN TAKING GUEST ORDER RELAYS EVERY ORDER IN THE ASSIGNED STATION TO THE KITCHEN SERVING OF FOOD AND BEVERAGE

11. 11.   8.) JUNIOR WAITER SETS UP THE GUERIDON TROLLEY SETS THE TABLE OF THE GUEST AFTER ORDERING IN CHARGE OF LINENS FOR THE STATION ASSIST IN SERVICE TO GUEST

12. 12.   9.)FOOD RUNNER / BUSS BOY ASSIST THE WAITERS IN PICKING UP FOOD FROM THE KITCHEN TO SERVE THE GUEST CLEARS THE SOILED PLATES OF THE GUEST ENSURING CLEANLINESS OF THE SIDE STATION

13. 13.   10.)ROOM SERVICE WAITER NOT VISIBLE INSIDE THE DINING AREA IN CHARGE OF SENDING FOOD TO THE ROOMS CHECKS EACH FLOOR FROM TIME TO TIME FOR CLEARING PREPARES AND MAINTAINS ROOM SERVICE TROLLEY IN SOME ESTABLISHMENTS HE IS ALSO IN CHARGE OF THE MINIBAR

14. 14.   11.)WINE BUTLER MAINTAIN WINE INVENTORY SERVES WINE TO GUEST ASSIST GUEST IN WINE SELECTION MAINTAIN WINE INVENTORY

15. 15.   12.)COCKTAIL BAR STAFF / BARTENDER DIFFERENT FROM A WINE BUTLER STATIONED INSIDE THE BAR IN CHARGE OF PREPARING BEVERAGE ORDER OF GUEST SHOULD HAVE THOROUGH KNOWLEDGE OF MAKING COCKTAILS AND NON ALCOHOLIC BEVERAGES

16. 16.   13.)BUFFETIER FULLY IN CHARGE OF THE BUFFET LINE PREPARES BUFFET SERVING GEAR PREPARES NAME TAGS FOR FOOD MAINTAINS THE

CLEANLINESS OF THE BUFFET LINE INFORMS KITCHEN FOR REPLENISHMENTS OF FOOD

17. 17.   13.)F&B CASHIER RESPONSIBLE OF BILLING THE GUEST TAKES PAYMENT EITHER CASH, CREDIT CARD, ROOM CHARGE ETC. ENSURES THE CASH FLOAT AND SALES ARE ALWAYS BALANCE

18. 18.   14.)BANQUETING STAFF CASUAL BASIS STAFF SAME JOB DESCRIPTION AS NORMAL WAITERS NOT SEEN IN RESTAURANT BUT INSIDE THE FUNCTION ROOM OR BANQUET DEPARTMENT

F & b service introduction

1. 1. FOOD & BEVERAGE SERVICE -IOBJECTIVES: To develop and perfect skills and techniques in the basic operational activities of foodand beverage service of Breakfast, Lunch and Dinner.Familiarization of Restaurant EquipmentMethod of cleaning and upkeep of silverArrangement of SideboardsLaying of Table LinenLay-out for various mealsFolding serviettes in various designsReceiving guests and taking ordersService of FoodService of Breakfast AN INTRODUCTION TO THE HOTEL AND FOOD SERVICE INDUSTRYHotel and other food service industries are part of the Hospitality Industry. HOSPITALITY INDUSTRYANCIENT DEFINITIONThe word “Hotel” is derived from the Latin word “hospitum” i.e. the halls in oldendays where guests were given hospitality, or in short the notion of hospitality can bedescribed as the sprit, practice, quality and an act of receiving and treating strangersand guest in warm, friendly and generous way without any consideration for thereward and / or return.MODERN DEFINITIONHospitality in the modern sense comprises of four characteristic features. 1. Is conferred by a host on a guest “a home away from home”. 2. It is interactive i.e. involving the coming together of a provider and receiver. 3. It comprises of a blend of tangible and in-tangible factors. 4. The host provides the guest’s a sense of security and psychological and physiological comfort. The four attributes, if put to practice; deliver the desired feeling of being “at home”.EVOLUTION OF HOTEL AND CATERING INDUSTRYThe industry came into being in other words started in the 6th century B.C. Theearliest forms of hotels were just large halls where travelers slept on the floor alongwith the animals on which they traveled and in India they were know as “Saraikhana” or “Dharmashala” and in the west they were know as “Inns”.Then changes in the mode of transport and travel i.e. with the invention of wheels,speed of travel increased with the development of vehicles. The industrial revolutionin England and other countries travel for business gradually started increasing andwith the growth of economy an increase in travel for recreation and meaningfulutilization of leisure and this created a yearning among people to travel beyond thetraditional boundaries.The early travelers all belonged to particular segment of the society i.e. either theywere the kings and nobles, the religious messengers, missionaries, traders and

2. 2.   soldiers. The first class of people i.e. the kings and nobles traveled on horseback orcarriages and were usually entertained by people of their own class in palaces orcastles or mansions and were well fed. Monasteries provided shelters to the religiousorder while the soldiers were lodged in or tents. But the traders had to putthemselves up in places like “Serai khana” or “Inns” and it is they who helpeddevelop this particular sector because they had no other alternatives.Than with the improvement of roads and transport more and more people startedmoving around and then to provide accommodation and food for this increasingnumber of travelers, many more “Sarai khana” and “Inns” were set up along thefrequently traveled roads and pathways. Thus the “Sarai khana” and “Inn keeping”began its steady growth and became more popular. In earlier days husband and wifeteam normally ran these “Sarai khanas” or “Musafir khanas” or “Inns” and they justprovided basic necessities of shelter and food.WHAT IS A HOTEL?A hotel is defined as a place where a

bonafide traveler can receive food and shelterprovided he is in a position to pay for it and is in fit condition to be received.The lead in hotel keeping was taken by the emerging nations of Europe speciallySwitzerland. It was in Europe that the birth of a n organized hotel industry tookplace in the shape of chalets and small hotels, which provided a variety of servicesthen the basic necessities and were mainly patronized by the aristocracy as the socalled upper class society.The City hotel in New York was the first building meant solely for use as a hotel, andit was built in the year 1794. And then later hotel began to be built all over theworld. In the year 1827 the Delmonico brothers who were immigrants fromSwitzerland opened a pastry shop and café in New York City, and is proved be achange for the better from the eateries of that era, and led to the opening of theirfirst restaurant a few years later. Thus the art of food service became recognized asthe part of dining experience(N.B. It is believed that in 1650 Mr. Pascal started the first catering establishment asCafé in Paris. Simultaneously coffee shop in London, Oxford, Cambridge). The bigboom in the hotel industry came in the 1920’s when the concept of chain hotels wasborn, under the stewardship of E.M Sattler.After the Second World War the hotel industry regained its prominence andregistered a steady growth. Of late, there has been a phenomenal growth in the hotelindustry particularly in those countries, which attract business travelers, andtourists in large numbers from all over the world. In 1950’s motel and internationalhotel chain a big boost to the industry. These chains either bought up smallerindividually owned properties, or their own hotels. Many individual hotel operatorsmerged with these international hotel chains as it increased their ability to copewith the growing competition.The expansion of cities all over the world and their rapid growth led to furtherdevelopment of the travel and hospitality industry. Restaurants of all kinds and hotelof various sizes and types mushroomed and the guest became used to a standardizedtype of service. Based on this standardization the hotel industry felt the need fortrained hoteliers and skilled professional to manage the various establishments andprovide services set to a predetermined standard. As the demand for skilledprofessional in all departments of hotels increased the need was felt for specializedtraining institutions. Today the level of training in the catering industry is highlyadvanced and specializedN.B. • Cesar Ritz and Auguste Escoffier popularized dinning in Europe • John Naisbitt predicted the advent of ethnic and specialty restaurant with professionally trained personnel to satisfy the consumer.

3. 3.   TYPES OF CATERING ESTABLISHMENTWHAT IS A CATERING ESTABLISHMENTAn organization providing Food and Beverage is called a catering establishment.Catering establishments are broadly classified into primary catering establishmentand secondary catering establishment.PRIMARY CATERING ESTABLISHMENTHotel, Restaurants and fast food outlets, which are primarily concerned with theprovision of food and beverage as a main source of revenue, are called primarycatering establishment.SECONDARY CATERING ESTABLISHMENTIn this case the provision of food and beverage is a part of another business such aswelfare catering and industrial catering. TYPES OF CATERING ESTABLISHMENT Primary SecondaryHotel Restaurants Outdoors CateringBars& Pubs Popular Fast Food Catering Restaurants RestaurantsDepartmental Club Transport Welfare Industrial LeisureStore Catering Catering Catering Catering Linked Catering Airlines Railways Ship Surface cateringHOTELS: - The main purpose of hotels is to provide accommodation, which may ormay not include the service of food and beverage .A hotel may be a small family rununit providing a limited service in one restaurant, or a large luxury hotel providingservice through a number of outlets such as the coffee shop, room service, banquets,specialty restaurant, grill room, and cocktail bars. The service in these types ofhotels is usually personalized and the tariff is very high, as they generally cater topersons of a high social standing. Medium class hotels are similar to luxury hotels,though there surrounding are less luxurious and the facilities are not of the samestandard as those available in the luxury category.RESTAURANT: - They are of various standards .A specialty or an A gradedrestaurants; objective is the provision of food and beverage of a particular region.The food service and prices are often comparable to those similar restaurants in

4. 4.   luxury hotels. They offer a wide choice from an elaborate menu and a very highquality of service.BARS & PUBS: - The idea is fairly new in India and borrowed from the concept ofpublic houses in England .The are geared to provide service of all types of alcoholwith an emphasis on draught beer and good music. Foods may also be served from alimited menu.POPULAR CATERING RESTAURANT: - The objective of popular catering restaurantis to provide a quick and economic meal, in a clean and standardized dining roomand is very popular among urban population of India. They are of various styles andcategories. Some restaurants serve only vegetarian food while some specialize in thefood of a particular region such as the Punjab or Andhra Pradesh etc.FAST FOOD RESTAURANT: - This is basically an American concept .The service offood & beverage is at a faster pace, than an “a la cart Restaurant” as the menu iscompiled with a special emphasis on the speed of preparation and service, and tomake this type of service financially viable, a large turnover of customers isnecessary .The investments is rather large due to the specialized and expensiveequipment needed and high labour costs involved.OUTDOOR CATERING: - This means catering to a large number of people at a venueof their choice. Hotels, restaurants and catering contractors meet this growingdemand .The types of food and set up depends entirely on the price agreed uponoutdoor catering includes catering for functions such as marriages parties andconvention.DEPARTMENTAL STORE CATERING: - Some departmental stores apart fromcarrying on their primary activity of retailing their own wares provide catering as anadditional facility. This type of catering evolved when large departmental storeswished to provide food and beverages to their customer’s as a part of there retailingconcept. It is in convenient and time consuming for customer to take a break fromshopping and have some refreshments at a different location. Thus arose the need ofsome sort of a dining facility in the departmental location. This style of catering isbecoming more popular and varied nowadays.CLUB CATERING: - This refers to the provision of food and beverage to a restrictedclientele. The origin of this service can be trace back to England where membershipof a club was considered prestigious. Today, in India there is a proliferation of clubsto suit different needs. Clubs for people with similar interests such as golf clubs andcricket clubs, to name a few, have sprung up. The service and food in these clubstend to be of a fairly good standard and are economically priced.NIGHTCLUBS: - are usually situated in large cities that have an affluent urbanpopulation. They offer entertainment with good food and expensive drinks.TRANSPORT CATERING: - The provision of food and beverages to passengers,before, during and after a journey on trains, aircraft, ships and in buses or privatevehicles is termed as transport catering.The major forms of modern day transport catering are airline catering, railwaycatering, ship catering and surface catering in coaches or buses, which operate onlong distance routes.

5. 5.   AIRLINES CATERING: - Catering to airline passenger on flight as well as atrestaurants situated at airport is termed as airlines catering and catering topassengers en route is normally contracted out to a flight catering unit of a reputedhotel as to a catering contractor.Civil aviation progressed rapidly after 2nd World War when large number of surplus,D.C.-III, C-47 aircraft were available for disposal. From 1946 private commercialAirlines began with subsequent food requirement. Initially food was provided in boxespre-packed as the majority of aircraft where without facilities of in-flight cateringservices. The international carriers operating through India had no flight kitchen sothey were largely dependant on the Airport Restaurants or hotels situated in nearbycities to cater to their requirements.It was necessary to improve and to expand the kitchen service inside the airport toprovide passengers with a comfortable service along with the food within the cost ofthe Airline ticket.Several flight kitchens have been established in Delhi, Mumbai and Kolkata to copewith the needs of the International Carriers. Air India floated a subsidiary companywith a view to operate flight kitchen known as “CHEF -AIR” and also accommodatetravelers in five star category hotels at major airports (The Centaur Group of Hotels).Now a days several flight kitchens are being established near the major airports ofIndia such as, Taj Sats Airlines Catering, Oberoi’s Flight Kitchen, Ambassador SkyChef,

Sky Gourmet, Chef Air which are catering to the various domestic andInternational Airlines.RAILWAY CATERING: - Catering to railway passengers both during the journey aswell as during halts at different railway station is called railway catering. Travelingby train for long distances can be very tiring; hence a constant supply of a verity ofrefreshment choice helps to make the journey less tedious.In the mid 19th century the railway network began in India with an operation the wasto grow the length and breadth of the vast sub-continent with travel made easier,people were transported from one part to another part of country.At most of the larger stations of the big cities refreshment rooms were established.The trains would halt to an appropriate length of time so that the passengers couldhave a light and simple meal.Third class passengers were unable to afford the luxury food eating in therefreshment room would avail themselves from the numerous venders on the stationplatforms.Railway companies even went to extent of the city hotels attached to the stations sothat the passengers who are changing from one region to another region could spendthe night before and after in relative comfort. The luxury of sleeping cars andrestaurant cars were a much later development.The present railway catering service is managed both departmentally and throughthe licensed contractors. Catering facilities are available 2995 stations in India andthe licensed contractors cater the most numbers. Recently the India TourismDevelopment Corporation (ITDC) has appointed consultant for the improvement ofrailway catering. In this new type of service the meals are served in a disposablealuminum foil casseroles. The foods are cooked in base kitchen (in major stations)and kept in hot cases in pantry cars.Indian railway also owns several railway city hotels at Ranchi, Puri, Howrah,Tatanagar, Cochi and Tiruvanantapuram.SHIP CATERING: - Voyages by sea were once a very popular mode of traveling, butwith the on set of air travel, sea voyages have declined sharply. However, recently ithas again become popular with a large number of people opting for pleasure cruises.Cargo and passenger ships have kitchens and restaurants on board .The equality of

6. 6.   food, service and facilities offered depends on the class of the ship and the price, andthe passengers are willing to pay.These are cruises to suit every pocket. There are cruises of two to five days durationwhich offer budget accommodation comparable to a limited service hotel, whileluxury cruises of seven days to three months duration offer luxuries state rooms andvarious other facilities that are comparable to first class resort. Luxury cruisesprepares travelers with deluxe accommodation and attentive and specialized serviceat a very high provision.All these ships provide a verity of food and beverage service outlets, to cater to theindividual needs of the passengers. They range from room service and cocktail barsto specialty dining restaurants .The ships to specialty that caters to the cruisesectors today, are virtually floating palaces with every conceivable guest serviceavailable aboard them. This sector has been growing in popularity in recent times,and has become affordable to a large cross section of people.SURFACE CATERING: - Catering to passenger traveling by surface such as busesand private vehicles is called surface catering. These catering establishments arenormally located around a bus terminus or on a highway. They may be eithergovernment run restaurants, or privately owned establishments of late there hasbeen a growing popularity of Punjabi style catteries called Dhabas on the highways.WELFARE CATERING: - The provision of food and beverage to people to fulfill asocial need, determined by a recognized authority, is known as welfare catering. Thisgrew out of the welfare state concept, prevalent in western countries. It includescatering in hospitals, schools, colleges, the armed forces and prisons.INDUSTRIAL CATERING: - The provision of food and beverage to people at work, inindustries and factories at highly subsidized rates is called industrial catering .It isbased on the assumption that better fed employees are happy and more productive.Catering for a large work force may be undertaken by the management itself, or maybe contracted out to professional caters. Depending on the choice of menu suggestedby the management, catering contractors undertaken to face the workforce for afixed period of time at a predetermined price.LEISURE –LINKED CATERING: -This types of catering refer to the provision of foodand beverage to people engaged in leisure. This

includes the provision of food andbeverage includes stalls and Kiosks at exhibition, theme parks, galleries andtheaters. ATTRIBUTES OF A WAITERABILITY TO OVERCOME RESISTANCE TO DO MENIAL OR MANUAL WORK: 1. For all the hotels staff menial jobs are part of their normal work. This follows from the fact that in this industry, service is of the utmost importance and hence everyone must involve himself in achieving that objective. This would mean that right from the general manager to the utility worker everyone is actually serving the guest in one way or the other. 2. To ensure a proper attitude to menial tasks, the trainer at times may himself have to do the work that the waiter does, to drive home the fact that at all levels manual work is done. 3. The waiter should be told of the importance of his job and made to realize that the hotel cannot run without the essential service that he provides.

7. 7.   WILLINGNESS TO SERVE: 1. The waiter should be briefed about the tip system and show how a good service can fetch greater tips. At this stage emphasize the point that a guest gives lavish tips only when he is pleased with the service and the service can only be good when the waiter is willing to serve. 2. A waiter is a responsible of the hotel and his restaurant. He projects its image and is responsible for maintaining its high standards. On his attitude and action will depend the image of the hotel.CAPACITY TO TAKE ORDERS FROM SENIORS: The waiter should be made to feel that his supervisors have more authority andmaturity to guide him. He should also be told that without a proper line of authority,there would be utter chaos. The example of some of his seniors should guide him atthe job. He should be made to understand that he has lot to learn from theirknowledge, attitude and skill in tackling in their jobs. Moreover, it is his seniors whowill assess him and mould him and it is they who to a great extent determine hisfuture by recommending him for advancements in his job, promotion, transfer andraise in salary.CHEERFUL ATTITUDE TOWARDS WORK AND PEOPLE: 1. A cheerful attitude is an asset. It is infectious as one cheerful person spread cheer and goodwill wherever he goes. As a result the work atmosphere is pleasant and free of tension and overwork. 2. A cheerful attitude towards colleagues is an advantage because a waiter would be able to obtain the maximum co-operation and help from them. 3. Job satisfaction comes from which oneself and depends on one’s attitude towards one’s work. If one has a cheerful outlook any kind of work can seem worthwhile and interesting.CORDIAL RELATIONS WHILE INTERACTING WITH ALL: 1. One of the best ways to develop cordial relations and a team spirit is through group effort. Let the group set the goals. Show how much easier it becomes to resolve problems when everyone puts their head together. The phrase “ united we stand divided we fall” should be the motto. 2. Through team spirit and teamwork efficiency is increased. Increase in efficiency implies higher sales turnover, which implies more earning for everyone. 3. By maintaining cordial relations, one not only benefits financially but also personally. A good friendship is also an asset and is of great help during times of trouble.

8. 8.   4. Cordial relations with guests are also very important. A guest who is pleased with the friendly atmosphere of a restaurant is bound to visit it again and again. However, friendliness does not mean over familiarity.PRIDE IN WORK:A waiter should realize that the work he is doing is not an ordinary kind of work. It isan art, which not everyone can do. It is an art, which has developed from timesunmemorable and is still being developed.TACT AND INITIATIVE: 1. Role-playing sessions on the basis of log book case lets help in developing a waiter’s and initiative. 2. Also former case studies can be undertaken to inculcate tact and initiative. 3. Interesting and amusing anecdotes from personal experience or from the experience of others are good illustrations.AS REPRESENTATIVE OF THE ORGANIZATION: 1. A waiter is like a salesman for his department and he projects the image of his restaurant. Thus, as a representative of the organization he must endeavor to maintain high standards. 2. Any negligence on his part would at once reflect on the status of the organization and its high standards. 3. He must act and behave in a manner befitting the type of setup he is working in. 4. Good actions and behavior are always noted and go a long way in improving a waiter’s prospects and status.HONESTY: 1. Honesty is always the best

policy. The reward for being honest can vary from cash and publicity in hotel magazines to appreciation letters from the public. It can also get the waiter appreciation and recommendation, which could help the waiter’s prospect in the profession. 2. Examples of actual incidents where honesty has paid dividends should be quoted. 3. The waiter must be told exactly is regarded as dishonesty e.g. stealing cutleries, eating guest food, overcharging a guest are all forms of dishonesty.COURTESY: 1. It is the hallmark of a good waiter to be courteous on all occasions not towards guest but also towards his colleagues and other people working in the same unit. 2. Courtesy should be inherent in his nature and a sign of his desire to please those with whom he comes in contact. His manner should not be just part of the technique of his restaurant. 3. The advantage and necessity of being courteous should be emphasized as it not only smoothens operations but also ensure better ties.EXAMPLES OF COURTESY ARE GIVEN BELOW. 1. After the waiter has served breakfast and a guest is leaving, he should say “Thank you have a pleasant day”. It should be said with utmost sincerity.

9. 9.   2. When approaching a guest use the word “assist” e.g. “May I assist you” or “may I be of assistance”.3. When the guests are leaving after lunch or dinner or even if they have just stopped for a cup of coffee or a drink, say “thank you. I hope everything was all right. Do come again” or “it’s been a pleasure serving you. Please come again soon”.4. Always present the Bill without delay keeps it at the side station when the guests are nearing the end of their meal.5. While taking an order the waiter should approach the guest from the left and place the menu in front of him and in quire, “ May I have your order, sir/ madam?” wait patiently facing the guest until after any necessary advice asked has been given, and the order is complete. Give the guest enough time to decide what he wants and do not rush him.6. Guests should never get the feeling that they are being hustled. It is really proper to let them finish their drink before asking for their food order. In the evening this holds true. At noon a lot of people are on a tight schedule so the lunchtime menu should be presented as soon as the guest is seated. Before taking the food order the waiter should ask whether they would like a drink, “may we bring you a drink before lunch?” If the answer is “No” he should take the food order and serve it as soon as it is ready. If the answer is “yes” the drink order should be served. When the drink is placed on the table the waiter should ask, “Would you like to order now or shall I come back later?” If the answer is “Later” the waiter should not forget to come back while the guest is finishing his drink. If the guest orders right away, the food should be brought as soon as it is ready to serve, even if the guest has not finished his drink.7. If a guest says his food or drink isn’t right, the waiter should not tell him so, even if he is sure that the guest is wrong. The waiter should tell him “ I am sorry”. “Please let me bring you another or may I bring you something else?” The waiter should take the order back to the kitchen and tell the chef to replace it. If he has any trouble he should tell the manager.8. In case there are restaurants having bar counters or bars in the immediate neighborhood of the restaurant, guests who cannot be seated in the restaurant should be asked if they wish to wait in the bar until a table is available. If possible the supervisors should accompany the guest to the other facility to make that will be taken care of properly.9. In case a waiter is busy and cannot attend to a guest at once, he should inform him that he would attend to him immediately or in a moment.10. If the waiter knows the guests name it is advisable to address him by his name as this shows that the guest is getting personalized service.11. If a guest may become impatient if he cannot catch the waiter’s eye. A waiter should never ignore guests or just pass them by, because they are not on his station. He should stop and acknowledge the call by saying politely, “ I will send your station waiter, sir”.12. When two tables are occupied approximately at the same time, the waiter must take the order of the party, first.13. Each guest entering the restaurant must be received at the door by the hostess or the supervisor in a cordial and pleasant manner and be conducted to a seat. Chairs should be held for the convenience of lady guests and gentleman is possible.14. Guest must be asked prior to seating whether the table, which they have been allotted, is

agreeable to them.NEGATIVE ATTITUDES:Given below are certain attitudes, which a waiter must be warned againstadapting.

10. 10.   1. Forgetting to say “thank you” or failing to acknowledge tipping. 2. Craving for tips, counting tips or jingling coins in pockets. 3. Bad temper or indifference. 4. Talking too much to guests while they are conversing with each other. 5. Ignoring guests by talking amongst them. 6. Hurrying guests to get their stations cleaned so that they can leave early. 7. Using a bad form of speech. 8. Adding up bills wrongly. 9. Using bad form of service e.g. spilling food 10. Eating during the service 11. Putting the service cloth in the trouser pockets 12. Compiling menus by keeping them in their shirt front. 13. Carrying pens or pencils behind their ears or their hairs. 14. Having bad breath, body odor, toe jam, dirty or untidy hair, dirty hands or nails. 15. Chewing gum. 16. Wearing greasy or spotted or other wise dirty clothes. Sneezing or coughing Carelessly. 17. Wearing high heel shoes or Un polished shoes 18.Quarrelling or being noisy and shirking responsibility. 19. Indulging in preferential treatment. INTER DEPARTMENTAL CO-ORDINATION AND COMMUNICATIONCo-ordination and communication: communication is the means by which problemsare diagnosed and decisions are diffused both with the organization and external to itor is a result of a process of delegations of specific responsibilities and thedevelopment of individual objectives.Communication can also be defined as a means of giving information in an attemptto influence someone’s activities or as a means of obtaining response from themeither in the form of an activity, another communication or a reply. With outcommunication it is not possible to achieve effective coordination, as withoutcommunication no one can know what activities are required to be co-coordinated.Nature of co-ordination: Co-ordination is a process whereby works, which has beensub-divided, is brought together and unified into specific task or objective. The needfor co-ordination and synchronization of the work of individual is one of the mostimportant managerial activities. Failing to achieve continuous or proper co-ordination on a continued basis will lead to dissatisfied clients, loss of trade andprofit with unenviable consequences.Co-ordination is not periodic activity of management. It must be ongoing. Thegreater the degree of work the greater the degree of efficiency achieved.The nature of communication: the process requires rendering or receiving a messageas a means of transmitting the message. Since communication is a three wayprocess, some feed back is required. The message may be verbal or written, either inwords or figures or in the form of gesture or facial expression. Feedback may beimmediate in case of conversation or delayed in the case of written matter. It isessential to show whether the message has been received and understood. Awillingness to read the part of the receiver is a fundamental process without it, truecommunication cannot take place.COMMUNICATION AND ORGANIZATION: 1. DOWNWARD COMMUNICATION: This follows a line of command from the point of origin down to the point where action is required through inter mediate points in the form of command or orders to be carried out, on the assignment of work to individuals. A General manager may issue an edict that all members

11. 11.   of staff must improve their standards of personal appearance. The restaurant manager may decide to re-locate the tables of two waiters and then tell them of his decision. 2. UPWARD COMMUNICATION: This is described as how information is transmitted from the lower region of company to the senior manager. Such information may be a response to a request from management or may be a regular report, passed upward as a matter of routine. 3. HORIZONTAL COMMUNICATION: This term indicates communication between employee at same level in organization namely, those of equivalent status often is different departments. STAFF ARRANGEMENT OF F & B SERVICE DEPARTMENT Food & Beverage Manager Secretary Asst. F & B Manager Out Let Managers (Banquets, Room Service, Bar, Restaurants, Coffee Shop, Night Club)Reception Head Waiter Head Waiter Station Head Waiter Station Waiter Junior Station waiter Assistant Station Waiter ApprenticeThe staff arrangement in the restaurant and their number depends on the type andstandard of the establishment. In every restaurant, whether belonging to a hotel,non-

residential establishment or in the form of canteen there must be one personcharge under whom there will be principal assistance in charge of sections of theroom and under each of them there will be general assistants. F & B MANAGERDepending on the size of the establishment the F&B Manager is either responsible forimplementation of agreed policies or for contributing to the setting of cateringpolicies. He is responsible for –i) Ensuring that the required profit margins are achieved for each F&B Service area ina specified financial period.ii) Updating and compiling new wine lists according to availability of stock, currenttrends and customer needs.

12. 12.   iii) For compiling, in liaison with the kitchen, menus for the various food serviceareas and for special occasions.iv) The purchasing of all materials required in the department.v) Ensuring that quality in relation to the price paid is maintained.vi) Determining portion size in relation to selling price in consultation with the Exec..Chef.vii) Departmental training and promotions and maintaining high professionalstandards.viii) Employing and dismissing staff.ix) Holding regular meetings with section heads to ensure all areas are workingeffectively efficiently in a well-coordinated manner. ASSISTANT F&B MANAGERIn absence of F&B Manager, the Asst. F&B Manager acts as the departmental head. Ingeneral, he helps the F&B Manager in running the department smoothly and acts ashis deputy. The Restaurant Manager (Directeur de restaurant)He has over all responsibility for the organization and administration of the food andbeverage service areas. This includes the lounges, floor grillrooms, restaurants andpossibly some of the banqueting suits. It is the restaurant manager who setsstandards for service and he is responsible for any staff training that may have to becarried out on or off the job. With the assistance of reception headwaiter orheadwaiter he may make out duty rotas, holiday lists and hours of duty so that allthe service areas run efficiently and smoothly. All staff would be engaged afterinterviews with the personnel manager and the restaurant manager. He is responsiblefor the restaurant service and is in-charge persons concerned with it. He fixes theprice of the menu and also plans the menu in consulting with the executive chef andfood and beverage controller. THE RECEPTION HEAD WAITER (MAITRE D’ HOTEL DE RECEPTION)He is responsible for accepting any bookings and maintaining the booking diary up todate. He will reserve tables and allot their reservation to particular stations. Hegreets the guests up on arrival and takes them to the table and seats them, leavingthem in charge of the station headwaiter. The reception headwaiter should have agood knowledge of food and beverage and be able to instruct the trainees wherenecessary. He would relieve the restaurant manager or headwaiter on their day off. THE HEAD WAITER/ SENIOR CAPTAIN (MAITRE D’ HOTEL)He has over all charge of the staff team in the dining room and is responsible forseeing that all the duties necessary for the preparation for service are well andefficiently carried out, and nothing forgotten. He will aid the reception headwaiterduring the service and possibly take some orders if the station headwaiter is verybusy. He helps the restaurant manager or the reception headwaiter on their day off.(He is in direct charge of either the whole of a small restaurant or a part of a bigrestaurant). He supervises service, directly receives the guests or through therestaurant manager in case of certain VIP’s seats them. He should be a goodorganizer and diplomat. He must look after all the complaints and put things rightly.But he must not upset the smooth flow of kitchen disrupt harmony of pantry. He isresponsible for the “mise en place”. In large hotels in restaurants there may be morethan one head waiter, namely: a) second head waiter b) third head waiter. STATION HEAD WAITER/ CAPTAIN (MAITRE D’ HOTEL DE CURRE)

13. 13.   He has the overall responsibility of the team staff working under him and serving aset number of tables could be anything from four to eight in numbers. The set oftables under the station headwaiters control is called a station. He must have a verygood knowledge of food and wine and its correct services, and be able to instructthese under him. He would take the order usually from the host and carry out theservices at the table with the help of his assistants. THE STATION WAITER/ SENIOR STEWARD (CHEF DE RANG)He must be able to carry out the same as a station headwaiter and relieve him on hisday off. Both he and

the station head waiter work together as a team to provideefficient and speedy service. JUNIOR STATION WAITER / STEWARD (DEMI CHEF DE RANG) This is a post, which is usually found in Europe and in the American hotels. As theterm implies he is next in seniority to chef de rang and aids him in his work. ASSISTANT STATION WAITER/ ASSISTANT STEWARD (COMMIS DE RANG)He acts by instruction from the chef de rang. He is responsible for giving the KOT’sto the kitchen, bring dishes to the sideboard, removing plates from the guests tableand returning used plates to the washing up area. During the mise en place he wouldcarry out some cleaning and preparatory tasks. APPRENTICE (DEBARRASEUR OR PICCOLO)He is the learner, having just joined the food and beverage service staff and possiblywishing to take up waiting as a career. During the service he will keep the sideboardwell filled with equipment and he may help to fetch and carry items as required. Hewould carry out certain cleaning tasks during the preparation periods. CARVER (TRANCHEUR)He is responsible for the carving trolley and the curving of joints at the table asrequired. He will plate up each portion with the appropriate accompaniment. He hasto be very skilled to get maximum number of portion from each joint with as littlewastage as possible. FLOOR WAITER (CHEF D’ ETAGE)He is responsible for the service of meals in the apartments. When working in thisposition the waiters has to serve both food and drinks and therefore have a throughknowledge of each and their correct service involved. TROLLEY ASSISTANT WAITER (COMMIS DE WAGON)He is a commis, junior assistant assigned to a trolley usually of hors d oeuvre,pastries, assorted cheese, salads etc. WINE WAITER OR WINE BUTLER (CHEF DE VIN)He is responsible for the service of all alcoholic drinks during the service of meals.He must have a thorough knowledge of best wines to go with certain foods and of thelicensing laws in respect of his particular establishment and areas. RESTAURANT CASHIER (CASSIER DE RESTAURANT)Sometimes it is the responsibility of the restaurant staff i.e. the waiters to make thebill in small establishment, but in sophisticated restaurants, the restaurant cashierdoes it. In any case, the waiter will present the bill to the guest.

14. 14.   TYPES OF FOOD & BEVERAGE SERVICE OPERATIONSThe food and beverage service department of a hotel is the most labour intensivedepartment. It is divided into sections called outlets for effective managementcontrol. Each outlet is headed by an outlet manager and has its own operationalprocedures. A food and beverage manager heads the department and he delegatesauthority and responsibilities to the outlet managers. • BANQUETSThis outlet is usually the largest revenue-earning outlet in the food and beverageservice department. It serves food and beverage to a gathering of people at specialfunction such as wedding, parties, receptions, cocktail dinner, seminars, conferencesand meeting. Banquet function can be held at lunch or dinnertime and the pattern ofoperation may vary from one kind to another. The outlet also rents out banquet hallsfor exhibitions, concerts and other programmers.TYPES OF FOOD SERVICE IN BANQUETS - The Indian banqueting menu consists of a fixed predetermined buffet menu selected from the varied cuisines of India or a selection of dishes from continental food.ORGANISING A BANQUET FUNCTION- It is normally planned in advance, since considerable time is required for planning and organizing a function. However the food and beverage service personnel should be prepared for any exigency as guest may suddenly demand the unexpected.The banquet outlet has its own staff that works in shifts to cater to these functionsthe banquets sales assistant are responsible for managing the banquet reservationsystem in the banquet office. • COFFEE SHOP:It’s an outlet, which is open 24hrs a day and is usually found in star category hotels.The basic concept behind this type of operation is less priced and more turnover.The service is informal i.e. not very elaborate and formal. Generally the foods arepre- plated other then the Indian dishes where the entrée or the main course areplaced on the table or sometimes being served by a waiter. Promptness of service isof prime importance. The prices of the food and beverage, which are being served,are not very high priced compared to a specialty restaurant. Being open for 24hrs it’sthe only venue where one can get a decent meal on a …long after all the otherrestaurants

have closed has a provision of serving many types of foods like Indian,Chinese, Continental and different types of alcoholic beverages are only servedduring permitted hours. (Sometimes varies from state to state.)The revenue generated from this outlet is the second highest in the food andbeverage service department. RESTAURANTA restaurant is a commercial establishment committed to the sale of food andbeverage. A restaurant may be a licensed part of a hotel operation, whereby the salesof the restaurant contribute to the sales performance of the hotel as a whole.Restaurants may also be independent business entities under individual ownershipand management.

15. 15.   CONTINENTAL RESTAURANTThe atmosphere is more sophisticated and caters for people who can eat at leisure.The accent is on good continental food and elaborate service. • SPECIALTY RESTAURANTS:Every five star hotel has at least one specialty restaurant, and it is specialist inserving one particular type of cuisine, but again now a day the concept of having amulti cuisine restaurant is also gaining popularity as they offer guests a wide varietyof choice of food.The service in this type of a restaurant is very formal and stylist. The prices of thefood items in the menu are comparatively higher because of its higher overheads.The menu offered may either be an a la carte, buffet, or a table d hotel. Sometimesflambé dishes are also served where the food is prepared right in front of the guestfrom a special food trolley known as guerdon trolley and hence the waiter should behighly skilled. These restaurants normally function dinning lunch and dinnersessions. Entertainment in the form of music by a band or an orchestra may also beprovided.For a specialty restaurant to be profitable it should provide not only excellent foodand service but also a good décor ambiance. The components used should be of highstandards, as this will enrich the entire dinning experience of the guests. • ROOM SERVICE:Is a very important part of food and beverage service department? The guest’s ordershis or her food and beverage requirement over the phone from his room and theperson taking the order is know as the Room Service Order Taker. He takes down thewhole order on a kitchen order ticket (KOT) and for a beverage on a bar order ticket(BOT) with date and time of order taken and the service time and hands over theorder ticket to the room service waiter, who in turn places the relevant order ticketeither to the kitchen or the bar for drinks and subsequently picks them and servesthem to the room at a specified time.As far as the question of revenue earning is concerned it has a very small turnover.Considerable effort and labour is necessary to run this outlet and can be termed as aguest facility and operate 24hrs. The menu is similar to that of a coffee shop but theprices are slightly higher comparatively because of higher overheads i.e. in terms ofstaff and equipment.The prime importance in this type of an outlet is accuracy and promptness i.e. thewhole order taken has to be carried out accurately within the specified time. Theoutlet is headed by a outlet manager known as Room service manager. Under himthere are captains followed by waiters. It is the responsibility of this captains andwaiters to check each room service tray or trolleys so as to ensure they have therelevant food ordered by the guest along with necessary cover and accompaniments.There is always an average waiting time for each set of orders and this may vary fromhotel to hotel.In most of the hotels to speed up the service of food and beverage we have roomservice floor pantries from where the required cutleries, crockery and glassware andcertain accompaniments required for serving of foods in a room is present.Again the efficiency of a room service outlet is also measured in terms of clearancei.e. it is the responsibility of the room service waiting staff to ensure that all traysand trolleys are cleaned from the guest rooms after service is done because there isnothing more annoying to a guest the sight of used trays and trolleys in thecorridors.

16. 16.   This department is also responsible for providing food and beverage amenities toregular guests and VIP’s, which may include fruit basket cookies, dry fruits and nutsand soft beverages and hard liquor. • BAR:In a hotel this particular outlet can be divided into two and they are -1. Public bar2. Dispense bar 1. PUBLIC BAR: Are situated in the public area of a hotel and caters to persons who pays for itirrespective of the fact whether they are in-house guests i.e. staying with the hotelor an outside guest. Cocktail snacks can be served and the

prerequisites are servedshould be fast and discreet, good décor, ambiance, efficient staff and availability ofwide variety of beverages. 2. DISPENSE BAR: Generally situated at the back area of the hotel and is used for dispensing andserving drinks to the other outlets of the hotel such as the coffee shop, room service,banquets, specialty restaurants etc. other than the above outlets one may also comeacross outlets like a barbecue restaurants and a pastry cake shop a night club and adiscotheque. • BARBEQUE RESTAURANT: The term barbeque is said to have originated from ancient French practice ofcooking the whole animal over an open fire. (In French “Barbe” means beard andrefers to the whiskers of the animal and “que” means the tail)This type of an outlet is generally located near the swimming pool and of late hasbecome very popular.Normally during the day the space may be used for some other and in the evening itis used for private functions or a barbeque restaurant for an a la carte guest. The twomain reasons of having a barbeque restaurant are: (i) Increase the revenue of the hotel. (ii) Gives a variation of dinning i.e. provides the guests with another venue to dine. The food served here is barbequed cooked over a charcoal grill. • PASTRY AND CAKE SHOP: This outlet has become very popular in Indian luxury hotels during the last fewyears. It caters to both in-house and non-resident guests. It may be a self-servicecounter on a small area where there are a few tables with waiter service and isnormally located at the lobby area of the hotel and mostly the business in this outletis in the form of take- a ways.

17. 17.   Discotheques: A restaurant, which is meant for dancing to, recorded music beingplayed by a disc jockey a live band, may also perform. An essential part of adiscotheque is a bar while the food offered consists mainly of snacks. • NIGHTCLUBS: It is principally opens at night for dinners, dance and cabaret. A dispensing bar isalways provided. Décor is lavish while service is elaborate. A live band is importantto the set up.Most establishments insist on formal wear so as to enhance the atmosphere. • SELF HELP OR CAFETERIA SERVICEThe second type of service is self-help or cafeteria service. This service cuts downthe cost of labour and thereby the high price food. The clientele or the guest herewaits on himself or herself. This indicates that if the service is of their own. Here thecustomer takes a tray or plate and moves along-selecting the dishes from the displaycounter, and arrives at the place where the cashiers totals up the trays contents andthe customer having made his payments carries the tray to the table. The useddishes are collected and returned to the washing up area by the cafeteria staff.Mobile trolleys are convenient for this purpose.Layout is a very important to ensure that the service is quick. Sufficient tables andchairs are provided in the dinning hall. The cafeteria unit must have a hot plate,refrigerator, a water cooler and a display counter. There should be a rail to rest andslide the trays upon. Some units have conveyer belts upon which the trays areplaced. The service may be table d’hôte or a la Carte and the courses are provided inproper sequence. A strict supervision is very essential for a high-class cafeteriaservice. A spoon and knife and a fork wrapped in a napkin may be kept at one end ofthe counter for the customers to pick up. In India two types of cafeteria service are in operation. From the point of view ofsales, in the first case coupons are sold at the beginning and the customers buy foodequal to the value of the coupons, but he is restricted from buying anything moreunless he goes again to get the additional coupons. Many a times the customers feellazy to do this and so in such cases it sometimes results into a loss of the business.In the second care the guest collects whatever he likes from the counter and pays atthe end. If the cashier is not vigilant enough he can make mistakes in totaling,which may result into a loss of the business. But from the customers point of viewthis is a better arrangement. RESTAURANT ORGANIZATIONFOOD SERVICE AREAS AND ANCILLARY DEPARTMENTS • ROOM SERVICE:Is a very important part of food and beverage service department? The guests ordershis or her food and beverage requirement over the phone from his room and theperson taking the order is know as the Room Service Order Taker. He takes down thewhole order on a kitchen order ticket (KOT) and for a beverage on a bar order ticket(BOT) with date and time of order taken and the service time and hands over theorder ticket to the room service waiter, who in turn places the relevant order ticketeither to the kitchen or the bar for drinks and subsequently picks them and servesthem to the room at a

specified time.As far as the question of revenue earning is concerned it has a very small turnover.Considerable effort and labour is necessary to run this outlet and can be termed as aguest facility and operate 24hrs. The menu is similar to that of a coffee shop but theprices are slightly higher comparatively because of higher overheads i.e. in terms ofstaff and equipment.

18. 18.   The prime importance in this type of an outlet is accuracy and promptness i.e. thewhole order taken has to be carried out accurately within the specified time. Anoutlet manager known as Room service manager heads the outlet. Under him thereare captains followed by waiters. It is the responsibility of this captains and waitersto check each room service tray or trolleys so as to ensure they have the relevantfood ordered by the guest along with necessary cover and accompaniments. There isalways an average waiting time for each set of orders and this may vary from hotel tohotel.In most of the hotels to speed up the service of food and beverage we have roomservice floor pantries from where the required cutleries, crockery and glassware andcertain accompaniments required for serving of foods in a room is present.Again the efficiency of a room service outlet is also measured in terms of clearancei.e. it is the responsibility of the room service waiting staff to ensure that all traysand trolleys are cleaned from the guest rooms after service is done because there isnothing more annoying to a guest the sight of used trays and trolleys in thecorridors.This department is also responsible for providing food and beverage amenities toregular guests and VIP’s, which may include fruit basket cookies, dry fruits and nutsand soft beverages and hard liquor. STILLROOMThe service room, the server, or pantry is the auxiliary section situated just behindthe serving doors and between the kitchen (hot kitchen) and the room, whichsupports the service. The pantry leads to the stillroom, plate room and glass roomand the wash-up area. An ideal pantry must have the following minimumconveniences – 1. There should be two serving doors, connecting the server with the restaurant, marked ‘IN’ and ‘OUT’. 2. The door must have a metal kicking plate at the bottom to prevent hard wear and tear. 3. A large box for collecting the soiled linen and napkin should be provided to prevent its loss. If the box has a flat top it can be used as extra service space. A chute may be provided to send the soiled linen from the service room to the Linen Room. 4. Cupboards for crockery, plates, cutlery, linen etc. must be provided. For cleaning materials like brooms etc. appropriate storage should be provided. 5. Two or three tier tables for receiving dirty plates and silver helps in quick disposal of this equipment to their respective places of washing and returning back. These tables and boxes should be as near to the exit door from the restaurant as possible or between the door and the service lift. 6. In order to save breakage, the glass pantry forms a separate section where glassware is stored and washed in a special wooden sink. The glasses when washed or dried are placed on wooden trays and stored in shelves provided which help in checking and preventing them from being knocked off. 7. Separate dustbins should be provided for the collection of waste food and other disposable matters. 8. A special heated table cupboard with a hot case inside which a supply of hot plates can be kept forms an essential part of the equipment necessary for the pantry.

19. 19.   9. Generally there is also a dispense bar, wire store adjoining the pantry so that the waiter can collect orders for wine, beer, minerals etc. ordered by the guests.After putting the dirty linen, silver, and china in their proper places, the waiter goesto the service table in the service room or in the kitchen to collect the rest set ofdishes ordered by the guest. Then he takes the appropriate plates from the hotcupboard and re enters the restaurant. LINEN ROOMIt is the area where all the linens for the daily operation of a restaurant are kept. Thefresh linens are brought from the central linen stores of the hotel and the soiledlinens are also returned back to the central linen stores after proper counting.The linens used in the restaurants are as follows: Tablecloths Napkins Placemats Table Skirting Table toppers Aprons Chair Covers Table Pads Valances, Lace Skirting Two Tier Table Skirting Table Runners etc. KITCHEN STEWARDINGKitchen stewarding employees are not actively engaged in cooking to ensure clean,efficient, and economical food service: Assigns KITCHEN HELPER (hotel & rest.) andother noncooking employees to

such activities as dishwashing and silver cleaning.Inspects kitchens, workrooms, and equipment for cleanliness and order.The duties of a kitchen steward are as follows: • Wash Wall and Ceilings • Sweep Floors • Mop Floors • Clean and Wax Hardwood and Parquet Floors • Clean Stainless Steel Surfaces • Clean Floor Mats • Use Garbage Disposals • Empty and Clean Trash Cans • Use and Clean the Trash Compactor • Use Pressure-Washing Equipment • Handle Recycling Programs • Report Evidence of Rodents, Insects, and Pests • Wash Dishes, Silverware, and Glasses • Wash Pots and Pans • Burnish Silverware • Clean Braising Pans

20. 20.   • Clean Broilers • Clean Compartment Steamers • Clean Deep-Fat Fryers • Clean Microwave Ovens • Clean Ovens • Clean Ranges • Clean Kitchen Hoods • Clean Ventilation Grills • Clean Steam Kettles • Clean Large Mixers • Clean Slicing Machines • Clean Food Grinders and Choppers • Clean Vertical Cutters and Mixers • Clean Juice Dispensers • Clean Coffee Urns • Clean Coffee Makers • Clean Milk Dispensers • Clean and Sanitize Cutting Boards • Clean and Sanitize Can Openers • Clean Reach-In Freezers • Clean Reach-In Refrigerators • Clean Walk-In Freezers • Clean Walk-In Refrigerators • Clean and Treat Drains • Clean Vegetable Preparation Sinks • Clean Food Storerooms • Clean the Receiving Dock • Clean the Employee Cafeteria • Clean Restaurant Dining Rooms • Clean Large Trash Bins and Surrounding Areas • Clean Grease Traps • Stock Side Stations • Clean Banquet and Room Service Carts • Set Up Carts for Banquets • Deliver Banquet Food and Plating Areas • Assist in Plating Banquets • Help Banquet Servers Prepare Trays HOTPLATEIt is the section, which is situated between the kitchen & the restaurant. Here thechef keeps the prepared food for service and the service person picks up theprepared food for the service. This is the border between kitchen & restaurant. Theperson, who bridges the gap between the kitchen and restaurant, is known as “ChefAboyer or Barker”. He takes the order from the restaurant and passes the order tothe kitchen. RESTAURANT SERVICERESTAURANT MIS-EN-PLACEThe term “Mis-en-place” (Preparation for service) is the traditional term used for allthe duties that have to be carried out in order to have the room ready for service. Aduty rota showing the tasks and duties to be completed before service, and whichmember of staff is responsible.The daily duties might be stated as follows:

21. 21.   • SUPERVISOR• Check the booking diary for reservations.• Make out the seating plan for the day.• Make out a plan of the various stations and show where the staff will be working.• Go over the menu with staffs immediately before service.• Check that all duties on the duty rota are covered and that a full team of staff is present.• HOUSE KEEPING• Every day vacuum the carpet and brush the surrounds.• Clean and polish the doors and glasses.• Empty waste bins and ashtrays.• Each day on completion of all duties, line up all the table and chairs.• LINEN• Collecting the cleanliness from the H/K department, checking items against the list, distributing them to the various service points, laying tablecloths and folding the serviettes.• Ensuring that stocks are sufficient to meet the needs.• Ensuring that the glass cloths & waiters’ cloths are available.• The preparation of the linen basket for return to the linen room.• HOT PLATES• Switch on the hot plate.• Ensure all the doors are closed.• Items to be placed in the hot plate would be according to the menu offered.• Set out the required kitchen silvers on top of the hot plate.• Stock up after each service with clean and polished china wares in readiness for the next meal service.• SILVER• Collection of cutlery, flatware and hollowware from the silver room.• Polishing and sorting out of various cutleries for the service with the required quantities.• Daily cleaning of cutleries, flatwares, hollowwares as per the daily rota.• Daily cleaning of ashtrays, carving trolley etc.• CROCKERY• Checking and polishing of side plates and make ready for lay-up.• Checking and polishing of crockery for hotplate according to menu and service requirements.• Preparation of service plates/flats for sideboards.• SIDE BOARD• Place all the cutleries in the proper boxes of the sideboard.• Place all the crockeries in the appropriate place of the sideboard.• Place the service salvers & finger bowls in the sideboard.• Place soup & sauce ladels, bread buskets and butter dish.• Check for check pad, service cloths and menu cards.

22. 22.   • Polishing and refilling of oil-vinegar stand, sugar basins, cruet set & pepper mills. • Ketchup, French & English, W. Sauce etc should be there. • DISPENSE BAR • Open the bar and remove the liqueur trolley from the bar area. • Bar silvers requiring cleaning to be taken to the silver man. • Clear any debris left from the previous day. • Wipe down the bar tops as well as the glasswares. • Clean the shelves and scrub out the bar floor. • Check the pads, wine lists, and line up the clean and wiped glasses. • Prepare the bar for service with the various bar equipments. • Check the availability of beverages and pick up from store. RESTAURANT LAYOUT AND PRESENTATIONIn any establishment a client’s first impression on entering the dining room are ofgreat importance. A customer may be gained or lost on this impression alone. Thecreation of the atmosphere by the right choice of furniture and equipment istherefore a important factor. The selection of the linen, tableware, small equipmentand glassware will be determined by considering: 1. The type of clientele expected 2. The site or location 3. The layout of food and beverage service area 4. The types of services offered 5. The funds available.Modern designs tends towards a versatile system of lighting by which a food andbeverage service area may have bright lightings at lunch time and a diffused lightingin the evening and for buffet. It is also an advantage to be able to change the coloursof the lights for special functions e.g. cabaret, floorshows etc. The caterer must findcolour and lighting scheme, which will attract and please as many people as possible.There is a definite association between colour and foods, which must not beoverlooked. The following colours are regarded as most acceptable pink, pale yellow,clear green, blue, saffron, peach colour. These colours reflect the natural coloursfound in good and well-presented foodstuff. Bright illumination may be found in barcounter with light colours on the walls and the ceilings. But food service areas arebetter with dimmer illumination • FURNITURE Furniture may be chosen according to the need of the establishment. Very often byusing different materials designs and finishes and by careful arrangements one canchange the atmosphere and the appearance of the food service area to suit differentoccasions. Wood is the most commonly used material in dining room furniture. It isfound as the principal material in chairs and tables used in all food and beverageservice areas with the exception of canteen, staff dining rooms, and cafeterias.A. CHAIRS: They come in an enormous range of designs, materials, colours to suitall situations and occasions because of wide range of styles. The chairs vary in size,height, weight but it is sufficient to say that as a guide a chairs seat is 46 cm (18inches) from the ground. The height from the ground to back is 1 meter (3 ft).B. TABLES: Tables comes in three accepted shapes round, square, rectangular. Anestablishment may have a mixture of shapes to give a variety. The tables may be for

23. 23.   two or four people or two or three tables may be put together to seat larger partiesand extensions may be provided in order to cope with special parties etc.SQUARE TABLE 76 cm sq. (2 ft 5 in.) To seat 2 people 1-meter (3 ft) sq. to seat 4 peopleROUND TABLES 1-meter (3 ft) sq. in diameter to seat 4 people 1.52 meter (5ft) in diameter to seat 8 people.RECTANGLE TABLE 137cm* 76cm(4 ft 6 in.*2 ft 6 in.) to seat 4 people to which extensions can be added for larger parties.C. SIDE BOARDS: Also known as dummy waiter or side table. Styles and designs ofsideboard vary from establishment to establishment. It depends upon: 1. The style of menu and service offered. 2. The number of waiters and waitress working from one sideboard. 3. The number of tables to be served from one sideboard. 4. The amount of equipments it is expected to hold.D. RECEPTION DESK: There should be one reception desk at the entrance of thedining room or restaurant on which a reservation book and a telephone must beplaced. Reception head waiter who is know as the “maitre d hotel de reception” willbe responsible to attend all the reservation calls and enter them in the book.RULES FOR LAYING A TABLE:Table laying is usually a good exercise for a brigade of waiters. Each men thereforewill be allotted tasks throughout the room i.e. restaurant.LAYING OF TABLE CLOTH:Before laying the tablecloth, make sure that the table is properly placed, it is steadyand well cleaned. Where tables are to be covered with a cloth, the tabletop should befitted with baize. This is necessary: 1. To lessen the noise of the plates

cutleries, glassware etc. placed on the table 2. To keep the table cloth in correct position, to hand evenly without slipping 3. To protect the guest wrist from the edge of the table.The tablecloth should have the right side on top. The tablecloth should be placed onthe table forming a line down the middle of the table. It should fall nine inches belowthe edge of the table on all sides.LAYING A COVERHaving covered all the tables with a tablecloth, the chairs should be placed in theircorrect position. They should be cleaned and then the general mise en place starts orbegins. 1. Show plates are placed at the center of each cover about one inch away from the edge of the table. Plates must be checked polished and kept on the sideboards. If the plates are edged always place them so that it remains in uppermost position facing the guest. 2. Some kind of showpiece should be provided for each table, i.e. a flower arrangement in a flower vase at the center of the table. A few attractively arrangement flower in a low flower vase is much more appreciated then a large bouquet. Heavily scented flowers must be avoided. 3. Each cover should form a balanced definite unit. It must not be over crowded. All chinaware, glassware, cutleries etc. required for a person to be placed on the table for complete meal is called cover. Each cover requires a length of 24 to 27 inches and a width of 15 inches.

24. 24.   4. Place only the required silvers needed for the meal. The sequence of silver should be from outside towards inside in the order of the menu. 5. The knives should be placed at the right hand side of the cover with their cutting edge toward the left hand side of the guest. The forks are placed on the left hand side of the corner with their prongs turned up. Spoons are placed sometimes at the right hand side and sometimes at the top of the cover. When no knife is used, for example spaghetti, macaroni, noodles etc. the fork is placed at the right hand side of the cover in place of the knife. 6. The silvers for appetizers should be placed either on the show plate or in their usual position with the rest of the silvers. 7. The glass tumbler for water should be placed at the top of the large knife (Joint knife) 8. The butter dish should be placed at the tip of the fork, butter knife and the dish with the handle directed towards the right hand side of the guest. 9. The serviette should be placed either at the center of the cover or on the side plate or inside the water tumbler. 10. All cutleries, linen, plates etc. should be placed ½ to 1 inch away from the edge of the table in a line. 11. Salt and pepper cruet set for each cover or between two covers. 12. The menu card should be placed either on the table or at the side board( but never tacked inside the waiters dickey) 13. The silver should be covered with a napkin to avoid the rattling noise. The silver should never be handled with bare hand while picking them up. Never touch the blades or prongs but hold the handles. 14. For every meal or for each cover there must be one side plate placed at the extreme left of the cover. The side knife (small knife) should be place on the side plates, with its cutting edge facing out side. 15. One ashtray should be provided on the table, which should be cleaned immediately after use. 16. On a round table cover are laid between legs. 17. Table number should be placed on the table in such a manner so that it becomes clearly visible from the entrance of the restaurants. COVERSOne of the technical terms very often used in the hospitality industry is a "cover".What does this mean? There are two definitions according to the context.1) When discussing how many guests a restaurant or dining room will seat or howmany guests will be attending a certain party, we refer to the total number of guestsconcerned as so many "covers".2) When laying a table in readiness for service there are a variety of place settings,which have to be laid according to the type of meal and service being offered. Thisplace setting is a type of cover being laid. In other words a cover denotes all thenecessary cutlery, flatware, crockery, glassware and linen necessary to a lay a certaintype of place setting for a specific meal.A LA CARTE COVERThis cover follows the principle that the cutlery and flatware for each course will belaid just before each course is served. The traditional cover given below representsthe cover for hors d oeuvres which is the first course in a classic menu sequence.· Fish plate· Serviette· Fish knife· Fish fork

25. 25.   · Side plate· Side knife· Wine glassWhen an a la carte cover is being laid, the cutlery and flatware required by the guestfor the dishes ordered will be placed course by course. In other

words there shouldnot be at any time during the meal, more cutlery and flatware on the table than isrequired by the guest at that specific time.TABLE DHOTE COVERThis cover follows the principle that the cutlery and flatware for the entire meal willbe laid before the first course is served. The traditional cover is given below:· Serviette· Soup spoon· Fish knife· Fish fork· Meat knife· Meat fork· Dessert spoon· Dessert fork· Side plate· Side knife· Wine glassWhen a Table d’hôte cover has been laid, the steward should remove, after the orderhas been taken, any unnecessary cutlery and flatware and really any extra items thatmay be required. After the above covers have been laid, the table-layout should becompleted by the addition of the following items:· Cruet set· Ashtray· Bud vaseAll applicable cutlery and flatware should be laid 1.25 cm from the edge of the table.Water goblets after polishing should be placed at the top right-hand of the cover.DEFINITION:One cover denotes all the necessary cutlery, flatware, crockery, glassware and linennecessary to lay a certain type of place setting for a specific meal, for a singleperson.SIZE OF ONE COVER = 18x24 Inches.STANDARD TABLE SETUPCentral Appointments· Ash Tray· Flower Vase· Cruet Set FOR ONE COVER· Cheese Plate· Butter Knife/Side Knife· All Purpose Fork· All Purpose Spoon· All Purpose Knife· Dinner Napkin· Water GobletDIMENSIONS· Round Table (4 Covers) 3 Feet in Diameter

26. 26.   · Round Table (8 Covers) 5 Feet in Diameter· Rectangular Table (4 Covers) 4 Feet 6 Inches x 2 Feet 6 Inches.· Square Table (2 Covers) 2 Feet 6 Inches Square· Square Table (4 Covers) 3 Feet SquareTABLECLOTHS· Round Table (4 Covers) 54 Inches x 54 Inches· Square Table (2 Covers) 54 Inches x 54 Inches· Square Table (4 Covers) 72 Inches x 72 Inches· Rectangular Table (4 Covers) 72 Inches x 54 InchesNAPKINSDinner Napkin 18 Inches SquareCocktail Napkin 06 Inches SquareTABLES & CHAIRS· Height of Chair 18 Inches from the Ground to Base and 39 Inches· Height of Table 02 Feet 6 Inches From Ground To TopSPOONS· All Purpose Spoon - 8 Inches· All Purpose Knife - 10 Inches· All Purpose Fork - 8 Inches TYPES OF SERVICEThe quality of food service in a restaurant is an important as the food itself. Thus toensure the successful running of a restaurant, the style of food service to be adoptedmust be carefully chosen keeping in mind the following points. o Standard of the establishment o Standard of the guests. o Time available for service o Turnover of guest o Type of menu o Cost of the meals served o Location of the establishment o The number of staff employed o The amount of money involved in use of different equipment.Service of Food & Beverage in the hospitality industry is broadly classified into threesegments.1. Table Service2. Self Service3. Assisted Service4. Single point service5. Specialized service or service in situ1. TABLE SERVICE: It means service to the customers at a laid cover. This type of service is also divided into seven categories. They are as follows: Platter to plate or Silver service Family service Pre plated or American service Butler service Russian service

27. 27.   Gueridon or flambé service Bar counter service PLATTER TO PLATE OR SILVER SERVICE:DESCRIPTION Presentation and service of food by the staffs from oval, flat dishes or portion bowls from the left hand side.USES High-class establishments, cruise liners, first class travel catering and formal banquets.ADVANTAGES Dishes look good and the service is of very high class by the skilled staffs.DISADVANTAGES Required skilled staffs, cost are increased, service is slow and lots of cutleries and crockery are used. FAMILY SERVICE:DESCRIPTION Main courses are plated with vegetables, placed in multi- portioned dishes for customers to help themselves. Sauces are offered.USES Some functions, private parties, clubs and institutions.ADVANTAGES Staff requirements & skills are decreased. It is timesaving. Customers can decide portions and accompaniments.DISADVANTAGES Service is impersonal and wastage may occur. PRE-PLATED OR AMERICAN SERVICE:DESCRIPTION Service of pre-plated food direct from the kitchen.USES Semi-formal outlets, café, coffee shops, fast-food outlets.ADVANTAGES Economy of equipment, speed & simplicity, saves labour, increases turnover, labour may be semi skilled but it reduces cost.DISADVANTAGES Kitchen timings & staffs are increased. Appearance may be affected due to over crowding of plates. BUTLER

SERVICE:DESCRIPTION Presentation of food & beverage by the highly skilled staffs to the V.I.P. resident guests in their room or in the V.I.P. lounge.USES High class establishments and in Royal functionsADVANTAGES Personalized and good presentation.DISADVANTAGES Required highly skilled staffs, increases costs, suitable for small gathering. RUSSIAN SERVICE:DESCRIPTION Table is laid with food for guests to help themselves.USES At functions and private parties but limited use.ADVANTAGES Staff requirements & skills are decreased. It is timesaving. Customers can decide portions and accompaniments.DISADVANTAGES Service is impersonal and wastage may occur. GUERIDON OR FLAMBÉ SERVICE:

28. 28.   DESCRIPTION Food is served from the side table or trolley, may include carving, cooking and flambéing, preparation of salads and their dressing.TROLLEY TYPE Gueridon or flambé, horsd`oeuvre, salads, sweets or pastries, deserts, cheese, wines & liqueur, cold cuts.USES Specialty restaurants, high-class establishments, nightclubs.ADVANTAGES Help in merchandising, foods are spectacular and classy.DISADVANTAGES Required highly skilled staffs, time consuming, special & costly equipments, Portion control is difficult. BAR COUNTER SERVICE:DESCRIPTION Service to the customers at bar counter. Seated on bar stools.USES Bars, pubs & nightclubs.ADVANTAGES Quick and personalized service.DISADVANTAGES More pressure on staffs, staffs need to be efficient.2) ASSISTED SERVICE: It is a combination of Table & Self service. It is of two types. Buffet Service Carvery Service BUFFET SERVICE:DESCRIPTION It is a service where guests select food & beverage from the display; consumption is either at the table or standing or in the lounge area.USES Banquets, private parties.ADVANTAGES Staff requirements are low.DISADVANTAGES Possible queue, delays and erratic food control. CARVERY SERVICE:DESCRIPTION Some parts are served and some are to be self-served. Also used for breakfast service.USES Banquets, private parties.ADVANTAGES Staff requirements are low.DISADVANTAGES Possible queue, delays and erratic food control.3) SELF SERVICE:It is a service by the customers themselves. It is also known as counter service orcafeteria service. CAFETERIA OR COUNTER SERVICE.DESCRIPTION The guest’s queue passes by a service counter, select their menu requirements and pay the cashier at the end of the counter.USES Institutional catering, fast food establishments.ADVANTAGES Clean, quick and economical for the staffs.DISADVANTAGES Speed depends on the cashier and the back up staffs, cost of equipment is high.Types of table service • FRENCH OR SILVER SERVICE

29. 29.   The fundamental of true French service is that here the guest gets the opportunityto be helped to the restaurant staff. To the dishes. In French service the waiter fulfilsthe rule that is he serves the food and divides the potion for the guests. GenerallyFrench service is also known as silver service. The portion are individually servedfrom electroplated silver or earthenware containers and served on the plates placedon the table before the guest.This form of service can also be done from a gueridon trolley. In this case the waiterplaces the dishes on the cover immediately after it is prepared. Sometimes flambédishes are also served from the gueridion trolley.For this type of service movement space is required inside the restaurant, whichadds to the luxury. It requires more number of waiters hence this is a very expensivetype of service. • ENGLISH SERVICE OR HOST OR FAMILY SERVICEThe basic of the English service is that it gives the opportunity to help themselves tothe service of the dishes. This form of service originates from the English tradition ofthe master of the family or the host carving and portioning at the table. For largeparties certainly, for a family of four or more, a sideboard should be used. But for asmall party the food may be placed directly on the table. In this case the waiterbrings the plates and dishes to the sideboard or to the table and sets them in front ofthe host. The host then portions the food and distributes it. Sometimes this serviceis also known as the carving and the service of the food is the responsibility of thehost.Note:- It is interesting to note that silver service is claimed to be of French origin bythe British as well as the French people and hence is the point of controversyregarding the actual origin of silver service. • RUSSIAN SERVICEThe basic

element in Russian service is derived from the old Russian style of havinglarge joints, whole fish or whole birds, often decoratively treated in dishes with theirelaborates garnishes kept on the side board visible to the guest to help themselves asan English service. The Russian service is still seen for the service of whole birds,meat joints and whole fish to be presented in large portion after carving from thesideboard. Otherwise Russian service as a distinctive and separate form of service ofthis style no longer exists. • AMERICAN SERVICEFundamentally, this is a simplified form of service evolved in recent years(Depending upon the pre plating and pre setting of tables with the silver neededthroughout the meal). Plated food is brought from the kitchen by a waiter on a tray,which is then placed on a tray stand, beside a guest’s table. • PLATE SERVICEThis service cuts down the cost of labour (and there by its high priced). The clientsor guests here get pre-plated food. The food is directly served from the kitchen. Thisis also a form of personalized service as waiters serve the guests. This kind of serviceis usually used in canteen, boarding houses and fast food restaurants and coffeeshop.TYPES OF SELF HELP OR CAFETERIA SERVICEThe second type of service is self-help or cafeteria service. This service cuts downthe cost of labour and thereby the high price food. The clientele or the guest herewaits on himself or herself. This indicates that if the service is of their own. Here thecustomer takes a tray or plate and moves along-selecting the dishes from the displaycounter, and arrives at the place where the cashiers totals up the trays contents and

30. 30.   the customer having made his payments carries the tray to the table. The useddishes are collected and returned to the washing up area by the cafeteria staff.Mobile trolleys are convenient for this purpose.Layout is a very important to ensure that the service is quick. Sufficient tables andchairs are provided in the dinning hall. The cafeteria unit must have a hot plate,refrigerator, a water cooler and a display counter. There should be a rail to rest andslide the trays upon. Some units have conveyer belts upon which the trays areplaced. The service may be table d’hôte or a la Carte and the courses are provided inproper sequence. A strict supervision is very essential for a high-class cafeteriaservice. A spoon and knife and a fork wrapped in a napkin may be kept at one end ofthe counter for the customers to pick up. In India two types of cafeteria service are in operation. From the point of view ofsales, in the first case coupons are sold at the beginning and the customers buy foodequal to the value of the coupons, but he is restricted from buying anything moreunless he goes again to get the additional coupons. Many a times the customers feellazy to do this and so in such cases it sometimes results into a loss of the business.In the second case the guest collects whatever he likes from the counter and pays atthe end. If the cashier is not vigilant enough he can make mistakes in totaling,which may result into a loss of the business. But from the customers point of viewthis is a better arrangement. • ROOM SERVICE:It implies serving of food and beverage in guest rooms of hotels. Small orders areserved in trays. Major means are taken to the room on trolleys. The guest places hisorder with the room service order taker. The waiter receives the order and transmitsthe same to the kitchen. In the meanwhile he prepares his tray or trolley. He thengoes to the cashier to have a cheque prepared to take along with the food order forthe guests’ signature or payment. Usually clearance of soiled dishes from the room isdone after half an hour or an hour. However, the guest can telephone Room Servicefor the clearance as and when he has finished with the meal. There are two types ofRoom Service:CENTRALIZED:Here al the food orders are processed from the main kitchen and sent to the roomsby a common team of waiters.DECENTRALIZED:Each floor or a set of floor may have separate pantries to service them. Orders aretaken at a central point by order-takers who in turn convey the order to therespective pantry.MOBILE PANTRIES:Some hotels have pantries installed in service elevators. A central point that conveysit to the mobile pantry receives orders. The pantry has to just switch on the floorand give instant service. For the sake of information, in countries, which have ashortage of manpower, large hotels install mechanized dispensing units in rooms.The guest inserts the necessary value of coins into the machine, which will eject pre-prepared food and beverages for guest consumption. BREAKFAST SERVICEBreakfast

means ‘breaking the fast’ and is the most important meal of the day.Breakfast service is very important for the waiter to create a favourable impressionon the guest and ensure he comes back to the restaurant for all his other meals.Therefore, the service should be quick; the food should be of good quality and asordered by the guest. Defined as the first meal of the day and literally means,breaking the fast of the night. It was during the 15th century that certain foods

31. 31.   were created and served only at breakfast and this tradition continues even today.Today the foods eaten at home for breakfast have a lot to do with convenience, aspeople do not have the time to make and eat a leisurely breakfast. Bread-like itemsare popular breakfast foods during the workweek: bagels, muffins, scones, cereal ormuësli, with a cup of tea or coffee. Weekends are when the so-called "big breakfast"or "English breakfast" is served where eggs take center stage as well as bacon,sausages, tomatoes, toast, jams and preserves.Some breakfast foods and their countries of origin are:NORTH AMERICA - quick breads, especially muffins.FRANCE - croissantSCANDINAVIA - Danish pastriesGERMANY - kugelhopf (a rich yeast-leavened cake, similar to brioche, containingraisins and lemon peel with almonds on top.)SCOTLAND AND IRELAND - baps (a soft roll that contains butter or some other typeof fat to produce a tender baked good.)ENGLAND - crumpet (a perforated pancake-type baked good made with yeast andcooked on a griddle in a ring mold.)SPAIN - churros (A deep-fried sweet dough, much like a doughnut, that is coated withconfectioners sugar or a cinnamon/sugar mixture when still hot.)MIS –EN-PLACE FOR BREAKFAST SERVICEThe evening before, a clean tablecloth is laid on the table, and then the cover is set.A full breakfast cover will require side plates, side knife salt pepper, mustard, cruetset, fish-knife, fish fork, large knife and large fork, a dessert spoon, arranged in theusual way. Ashtray and butter dish are also placed for breakfast. Next morning thetable settings are completed with breakfast cups and saucer with teaspoon and tablenapkins. A bowl of grain sugar and another with sugar cubes or sugar milk, a jug ofcream is also kept on the table. Arrangement is made for service of preserves, butterdish and butter knife. The sideboard should be ready with service accessories, extranapkins, water jug, tumblers, crockery and a number of proprietary sauces.The commis will assemble all the things on the sideboard just before the service.Unnecessary items should never be kept on the table.BREAKFAST SERVICE IN RESTAURANTSThe guests are received in the usual way. The rules for serving breakfast are thesame as any other meal. In first class restaurants or hotels, silver service is done butnow-a-days most hotels provide plate service to expedite the service. Coffee, toasts,rolls, brioche and croissant are placed on the table at the same time as porridge orcereals unless the guest orders otherwise.At breakfast time toasts are always served in toast racks, and never stacked in a pile.Which makes it soggy? Make sure that the toasts and tea is freshly made and coffeeand hot milk really hot. After the main dish, the waiter moves the side plate in frontof the guest and serves the toast rack and preserves nearer to the guest.BREAKFAST SERVICE IN ROOMSThis is done by the floor waiter (Chef d’etage) of the room service department.Trolleys or trays are used for serving breakfast in the guest rooms. Tray is used for

32. 32.   one and trolleys for more than one room. They are laid with chine and cutlery theprevious night in the floor pantry. At the last minute, the waiter places the hot foodand beverage on the tray or trolley and takes sit to the guest room at the requestedtime.Breakfast in the rooms are usually ordered the previous night or given as a standingorder or through doorknob breakfast order cards.After knocking and waiting to be admitted, the tray is placed on a special table onthe bed if required by the guest. The trolley is wheeled into the room, placed in thecenter or by the window or bed as requested.Before leaving the room, the waiter will show all the dishes to the guest so thatchanges can be made immediately, if required. The bill is also presented to the guestbefore the waiter leaves the room. BASIC METHODS OF FOOD & BEVERAGE SERVICESThere are some basic principles in food and beverage service that a waiter mustknow:1. When the waiter at the table serves food from a platter onto a guest plate, theservice is done from the left.2. When food is pre-plated the service to

the guest is usually done from the right,though modern convention permits service from the left also.3. All beverages are served from the right.4. Soups are served from the right unless it is poured by a waiter from a large tureeninto a soup cup in which case it is done from the left of the guest.5. Ladies are always served first and the remaining guests clockwise. Soiled platesshould always be cleared from the table from the right. Empty crockery and freshcutlery are always served from the right. Never reach across a Customer. Hence,when a guest is present at the table, all items and equipment on the right of guestmust be placed from the right and that on the left from the left. RESTAURANT EQUIPMENTS CUTLERYAsparagus holder Pastry slicer Oyster forkPastry fork Corn on the cob holder Lobster pickButter knife Caviar knife Fruit knife & ForkNutcrackers Grape scissors Grape fruit spoonIce cream spoon Sundae spoon Cheese knifeSnail dish Snail fork Snail tongsStilton scoop Silver skewers Preserve spoonMustard spoon Sugar tongs Fish knifeFish fork Sweet fork Table forkSide knife Joint knife Table spoonSweet spoon Soup spoon Tea spoonCoffee spoon Dessert spoon Dessert fork CROCKERYJoint plate / Large plate Cereal bowlHalf plate / Fish plate / Dessert plate Tea cup / SaucerQuarter plate / Side plate / B & B plate Coffee cup / SaucerSoup plate Tea potCoffee pot Sugar potSauce boat Cruet set GLASSWARE

33. 33.   Wine goblets Champagne saucer Champagne fluteWhite wine glass Red wine glass Cocktail glassesMartini glass Dock glass Port glassHigh ball Collins ZombieRolly polly Shot glass Juice glassWorthington Lager glass Pilsner glassSundae glass Beer goblet Water gobletBrandy balloon Brandy sniffer Liqueur glassWater tumbler Beer mugs Beer tankerOld fashioned Champagne tulip Fancy Collins LINENThis is perhaps one of the most costly items in the overheads; therefore its control isof utmost importance. At the end of each service the dirty linen should be noted andsent to the housekeeping department to be exchanged for clean ones. Dirtyserviettes (napkins) when being exchanged for cleans ones should be tied in bundlesof tens.1. TABLE CLOTH: 137cm x 137cm (54in. x 54in.) to fit a table 76cm (2ft 6in.)Square, or a Round table 1-meter (3 ft) diameter. 183cm x 183cm (72in. x 72in.) to fit a table 1 meter (3 ft.) in diameter. 183cm x 244cm (72in x 96in.) to fit a rectangular shaped table. 183cm x 137cm (72in.x 54in.) to fit a rectangular shaped table.2. SLIP CLOTH: 1 Mt x 1Mt (36in. x 36 in.) used to cover a grubby table cloth3. SERVIETTE: 46-50 cm (18-20 in.) square of linen. 36-42 cm (14-17 in.) square of paper.4. BUFFET CLOTH: 2 mt x 4 mt (6ftx 12 ft). This is the general size and where thereare Longer tables more buffet cloth is required.5. TROLLEY CLOTH OR SIDE BOARD CLOTH: They are usually made from tablecloth Which are not suitable for use on the tables anywhere.6. WAITERS CLOTH OR SIDE BOARD CLOTH: USED by every waiter or on tray for theservice.7. GLASS CLOTH: Used for polishing and wiping glassware. VARITEY OF MENUTYPES OF MEALWHAT IS A MEAL?A meal is defined as a dish or a set of dishes taken in a particular time of a day tosatisfy one’s hunger.Following are the types of meal: - 1. EARLY MORNING TEA (EMT)

34. 34.   The general timing is around 6:00 to 8:30am, again may vary from person to person.It should be a very heavy meal, because the longest period of time for which thestomach remains without food in between previous night’s dinner and the morningbreakfast. The different types of Breakfast are as follows:-a) CONTINENTAL BREAKFAST: -It is also known as “European Breakfast”. It contains fruit juice (fresh or canned), cutfruits, toast or breads along with jam, jelly, marmalade, butter, honey etc. It endswith tea or coffee. When the breakfast with tea, it is known as “THE SIMPLE” andwhen it ends with coffee it known as “THE CAFÉ SIMPLE”.THE COVER LAYOUT CONSISTS OF:(a) A side plate and a side knife(b) A butter dish and a butter knife on a quarter plate(c) A tea cup and saucer with a teaspoon(d) A sugar pot with tongs(e) A bread boat or toast rack(f) Serviette(g) Jam, marmalade and honey potsb) AMERICAN BREAKFAST: -This breakfast is heavier then the continental breakfast. It contains fresh or cannedfruit juices, cut fruits, cereals (corn flakes, wheat flakes etc.) with hot or cold meal,sugar or honey. The bread or toast with preservatives followed by “EGG TO ORDER” which means efficient preparation of eggs can

be served according to thechoice of the guest. Finally it ends with coffee or tea.c) ENGLISH BREAKFAST: -This breakfast is the heaviest of all breakfast at first fresh fruits juice and cut fruitsare served. Then the serials are given with hot or cold milk with sugar or honey.Then breads or toasts are served with preserves followed by the “EGG TO ORDER”.Then the meat or fish preparations are served and finally it ends up with coffee it isknown as “THE CAFÉ COMPLETE”.THE COVER CONSISTS OF:(a) A side plate and a side knife(b) A butter dish and a butter knife on a quarter plate(c) A tea cup and saucer with a teaspoon(d) A sugar pot (a tongs, if there are sugar cubes)(e) A cruet set(/) A fish knife and fish fork(g) Dinner knife and fork(h) Jam, marmalade and honey(i) Dessert spoon and fork(j) ServietteTYPICAL ENGLISH BREAKFAST MENU:· Chilled fruit juices: Orange, pineapple. Tomato, grapefruit.· Stewed fruit: Prunes, pears, apples, figs.· Cereals: Porridge, cornflakes.· Fish: Grilled herring, fried sole.· Eggs: Poached, boiled, scrambled, fried, omelets· Meat: Sausages, bacon, salami, kidney, breakfast steak.· Breads: Toast, rolls, brioche, croissant, bread sucks.· Preserves: Jam, marmalade, honey, butter.

Functions of F&B operationsApart from providing food and beverages to their consumers, the food and beverage (F&B)

operations have other functions in the hospitality industry. The following are the functions:

1.      Purchasing Food and Beverages

As the primary function of the F&B operations is to provide food and beverages to the

consumers, it is important for them to find reliable sources.

First the purchasing process involves determining which types of ingredients, food, drinks or

wine etc. should be order, finding and having reliable suppliers’ lists to ensure consistent

quality, and determining the suitable order size to avoid over buy which need extra space

for storage and some of them may deteriorate or under buy which mean can’t serve the

guests properly. Usually, invoices and receipts are required to be signed to facilitate the

examination of any misuse or stealing.

Finally, it has to design the appropriate procedures of receiving and storing the food and

beverages to prevent any wastage. For example, the wine is store in bottles which need

special care and store in specific temperature.

2.      Planning Menus

In the menu planning, the food preferences of consumers play a key role. A well-planned

menu can stimulate the revenue and attract the consumers to come again.

In fact, the menu planning is not just designing what cuisine or beverages should be

included in the menu, but also concerns with what items will be acceptable to the

consumers. As the consumers are the one to taste the food and beverages, when planning

menus we have to comprehend, empathize on their food habits and enable to meet their

changing preferences. For example, now consumers more concern about the health and

nutritional values, the menu should be able to adjust to provide corresponding food item to

satisfy their needs. It should be ongoing process and dynamic process since the many

ingredients are seasonal and sometimes there will be shortages due to particular reasons

like weather and delivery problems. So it should be designed upon the availability of the raw

materials. Furthermore, the menus should match will the design and the atmosphere of the

restaurants as well as the physical facilities and equipments so as to provide a superior

dining experience for the guests.

Lastly, the food pricing is also important as consumer will judge the prices whether it is

worthwhile. It also should be designed within the available budget and enable to have the

profitability against with its costs.

3.      Maintaining Daily Operations

The Stewarding Department plays a supportive role for the Food and Beverage operations. If

it doesn’t perform properly and efficiently, the food and beverage division will greatly

affected. The main goal of it is to

optimize the assistance and service to the different F&B outlets and kitchens by maximizing

efficiency and productivity while keeping the highest standards of cleanliness and hygiene.

It is mainly responsible for the following functions:

 Maintaining a Cleaned Organized Environment in the Kitchen

Since a small error will disturb the operation in the kitchen, the stewarding department will

have proper sanitation and pest control to keep the cleanliness and organization of the

environment in the kitchen to favors the kitchen flow efficiency so everyone will know where

everything is. Also, a clean cooking environment ensures the safety of consumers as the

food is cooked under the clean environment.

 Maintaining Perfect Cleanliness of All Service Areas in Food & Beverage  

Outlets

The areas should be not responsible by the Housekeeping Department

        Cleanliness of Glassware, China, and Cutlery

        Cleanliness of all Food & Beverage Stores

  Providing Efficient and Planned Preparation of all Operating Equipment

It provides the necessary equipment for the coming and upcoming functions so that they

can be held successful.

  Maintenance of Dishwashing Machines

This is very important as if the machines are out of service, the dirty dishes and utensil can’t

be washed and there will be no or enough cleaned container for the cuisine and utensil for

cooking. The operations of F&B must be disrupted.

  Forecasting Labour and Cleaning Supply Needs

If the labour level is not too low, the efficiency and the productivity will be reduced but if the

level is too high, the labour cost will be huge. Moreover, the cleaning supply is important for

sanitation and pest control for the sake of providing a clean environment in kitchen and all

F&B stores but if it is too much, an extra space is needed for the storage.

  Inventory of Chemical Stock

  Maintaining Strict Inventory Control and Monthly Stock Check

4.      Food Service Hygiene

Hygiene is a key element for an eating joint. Reputation of a restaurant is made based on its

menu and hygiene. Employees have a direct contact with food and preparation equipment.

Therefore, Employees should be trained to ensure that they maintain personal hygiene.

Equipment hygiene should also be maintained. The cleaning area should be clean so as to

ensure food service hygiene. The sink and work surfaces should be cleaned before and after

every use. The equipments should be sanitized and sterilized after every cleaning. These

sterilized equipments need to be stored in a clean area with protection from splash, dust

and contact with food. Various sanitation methods like thermal and chemical sanitation

methods among others should be used.

The kitchen area and dining space should be pest free. Pests like, mice, cockroaches, etc.

bring negative reputation to a place because they are carrier of many diseases. Hence,

regular pest control methods must be undertaken so as to ensure hygiene of food and the

surroundings.

5.      Beverage Control

Beverages refer to drinks either alcoholic or non-alcoholic. Non-alcoholic beverages include

tea, coffee, juices, shakes, aerated drinks and mineral water. The entire food service outlet

usually provides non-alcoholic beverage.

When we need to control the beverage, we need to consider the following factors.

 We need to keep the record of the suppliers and the deliveries received from them in

case there are some problems, we can chase back the sources.

We need to keep the record of movement of stock between bars and restaurants, so that

we can balance our stock in these two places. E.g. when there is stock shortage in bars,

the stock surplus can be used in restaurant immediately. This can help to reduce the

cost of reorder stock which may cause stock surplus.  to prevent any shortage and

surplus and cause loss to the company

A cellar stock ledge should be kept to maintain the stock records; it can help to order

stock in a effective way. When the stock level is reached the reorder level, the company

can order the stock immediately in order to prevent any shortage and surplus and cause

loss to the company.

6.  Cost control and budgeting

There are two basic approaches to control – Behaviouristic Approach and Traditional

Approach.

Traditional control is measurement of performance with that desired or deemed attainable.

This is the comparison aspect of the management scheme which is usually considered to

have four parts:

1) Establishment of standards or goals. These can be expressed in different ways, for

instance, a budget figure, a percentage figure, or a performance figure such as meals

served per server hour. Many industry standards are available for consideration by individual

food service operations.

2) Measurement of performance. There must be some means of measuring

performance. Usually it is a quantitative figure, such as a dollar amount, percentage, or

standard such as meals served per server hour, that related to standards.

3) Comparison and analysis. Once the standard or goal has been established and actual

performance determined, it is possible to compare the two. The figures will rarely be the

same and the manager must decide how much variance is acceptable and how often the

comparisons should be done or over what time periods.

4) Corrective action. Once a significant variation is determined, the manager must take

corrective action. Such action might involve more observation, personnel changes, or

different methods of operations, among many others. Or perhaps the standard is unrealistic

and must be changed.

The behaviouristic approach is based on the motivation of people towards the best interest

of their employer. The employers tend to have good relationship with their employees in the

food service industry. Yet they feel that the need for traditional control systems is

necessary.

Menu pricing is another cost control tool. According to James Kieser factors that need to be

considered in the menu pricing include:

 Elasticity of demand: whether a change in selling prices will have a significant effect on

customer demand.

 Perception of value: or what a customer perceives the meal or food item is worth

regardless of what it costs to produce.

Effect of competition by which competition can hold selling prices down or lack of

competition can allow higher prices than normal.

Whether the operation might try to increase profit by using low selling prices to increase

volume or concentrate on higher unit profits with fewer unit sales.

Budgets provide the framework for forecasting the need for supplies and labor and they also

cause the F&B manager to focus on specific costs for specific periods. They are also good

because this require the manager to look back at prior results very carefully and to analyze

them to see why they happened the way they did.

The budgeting process must be taken to ensure a high degree of accuracy as the budget

becomes a fairly strict rule of thumb for the operation.

The first component which needs to be calculated is the revenue section. Revenues are the

dollars which come into the operation through a variety of sources. The primary source of

revenue is food and beverage sales to customers.

We generally prepare budgets for specific time periods such as weekly, monthly, and

annually. Many of the costs, such as property taxes, are annual expenses and need to be

broken down to the amount allocated to the period in question, ie. $1200 in annual property

taxes would become $100 per month.

http://www.uog.edu.pk/ihrm-introduction.html

http://fnbclasses.blogspot.in/2010/06/attributes-of-waiter.html

ATTRIBUTES OF A WAITERThe quality of service staff in any establishment reflects thequality of the establishment itself. No matter how good the food andambience are, poorly trained, untidy or rude staff can antagonizecustomers. On the other hand, if the staffs are well-trained and

efficient, they can, to a certain extent, make up for othershortcomings in the services provided.1) Personal Hygiene and Appearance· All members of the staff should be well-groomed and cleanat all times, as this gives them a sense of well-being andconfidence to do their job efficiently.· The hands of the waiting staff should be given specialattention, as they are constantly under the scrutiny of theguests. Nails should be trimmed, and kept clean. Playingwith one's hair and face should be avoided.· Chewing gum should be avoided in all public areas of thehotel.· Minimum jewellery should be worn by the service staff. Awrist watch, finger ring and plain earrings (for girls only)should be permitted.· If an employee has a skin problem, a doctor should beconsulted immediately· Uniform should be clean and well-pressed. Shoes shouldbe properly polished and well-fitting.2) Good ConductAll service staff should be well-mannered and respectful toguests, and to senior members of the staff. They should becalm and pleasant, even in the most tiring circumstances. Theyshould be able to satisfactorily solve any problem that mayarise. In case of difficulty, a senior and experienced member of

the staff should be consulted. Tact, punctuality and honestyare admirable qualities among service personnel.3) Good MemoryA good memory helps to improve performance. It alsohelps the service personnel to attend to small but importantdetails such as remembering a guest's name or his likes anddislikes regarding food and beverage.4) ObservationA keen sense of observation and an eye for detail will helpa member of the staff to be more efficient at his job. An abilityto correctly judge people is definitely an advantage. A sense ofanticipation in the service industry is an invaluable quality. Theability to anticipate what a guest or the management needs,even before it is asked for creates a very good impression.5) Concentration and SkillWaiting at a table requires concentration and skill. Servicestaff should develop a sense of urgency in the performance of

their duties. Good service may not be commented upon, butbad service is surely noticed and talked about. Service shouldbe prompt without the show of haste.6) SalesmanshipFood and beverage service personnel are technicalsalespersons; hence they should have a thorough knowledgeof the proper presentation and service of all the food andbeverages served in the establishment. Waiters should be keptinformed by their superiors of deletions or additions to themenu.7) Ability to Assume ResponsibilityAll service staff should be able to cope up with thedemands of the job and possess the ability to assumeresponsibility. They should be loyal to their employers,responsible to the guests and friendly towards their fellowworkers. They should not consider any job as menial, andshould be willing to perform all kinds of jobs efficiently. This willhelp the service staff to grow in their careers and at the sametime enhance the image of the establishment in the eyes of theguests.8) Maximise RevenueCutting down on costs and maximising the revenue of theestablishment should be of prime objective to all members of

the staff, even to those in junior positions.9) PunctualityPunctuality is all-important. If staff is continually late forduty, it shows a lack of interest in his work and a lack ofrespect for the management and customers.10) Local KnowledgeIn the interest of customers, the staff should have a certainknowledge of the area in which they work so that they may beable to advise the guests on the various forms of entertainmentoffered, the best means of transport to places of interest andso on.11) PersonalityStaff must be tactful, courteous, good humoured and of aneven temper. They must converse with the customer in apleasing and well-spoken manner and the ability to smile at theright time.

12) Attitude to CustomersThe correct approach towards the customer is of theutmost importance. The staff must not be servile, but shouldanticipate the customer's needs and wishes. A careful watchshould be kept on customers at all times during the servicewithout staring. Care should always be taken when dealingwith difficult customers. (There is really no such thing as a'difficult' customer – they are normal people whom one isuncertain how to deal with.) Staff should never argue withcustomers as this will only aggravate the situation. Allcomplaints should he referred to someone in authority in thefood service area.13) HonestyThis is all-important for the staff in dealings with both thecustomer and the management. If there is trust and respect inthe triangle of staff, customer and management relationships,then there will be pleasant work atmosphere which encouragesefficiency and a good team spirit among the food and beverageservice operators.

http://fybfoodproduction.blogspot.in/2009/11/chapter-6-coordination-with-other.html

http://rscheemapbiuni.blogspot.in/2013/07/first-semester-food-and-beverage-service.html

http://www.b-u.ac.in/sde_book/bsc_beverage.pdf

http://cdn.timurkaripov.netdna-cdn.com/free+e+food+and+beverage+service+learning+ebooks+by+dennis+lillicrap

http://www.hospitality-school.com/wp-content/uploads/2011/02/Service.pdf

Departments in the hotel and relationshipCoordination of activities of all departments is essential to provide the guest with a qualityservice at all times. All departments should work as a team in fulfilling guest satisfaction.In the food and beverage service, smooth restaurant operation and service delivery relyon close coordination and communication between departments. You must be fullyaware of the role of each coordinating department. For example, a waiter needs tounderstand how kitchen operates, especially food preparation, ingredients and methodsused for preparation.KitchenFor hygienic and timely delivery of the food as per the guest orders.Front OfficeInformation regarding VIP in-house, room reports, billing, types of plan in which theguest stay.Kitchen StewardingCleaning, Polishing & inventory of all crockery’s, cutleries, glassware used in service.PurchaseFor the requisition of all condiments service kits & necessary stationeries.HousekeepingPlacing of VIP amenities, Exchange of soiled linen & cleaning of all the outlets.Engineering & MaintenanceRepair & Maintenance of the electrical equipment, checking of air condition & watersupply, furniture etc.AccountsAny discrepancy in bills & sales summary maintaining of city ledgers & handling allkinds of cashes.

Human ResourcesHiring & firing of staffs, increment, appraisal, Procurement, development & training.Sales & MarketingBanquet reservation, Food &Beverage promotion and many more.

Complaints are Sales OpportunitiesAn important point to remember about complaints is that they represent an opportunityand not a threat. Complaints, if received with the right attitude and handled properly,can be a valuable source of information. There can be an opportunity to find out howthe guest sees you, and what they think of the products. This information obtained free ofcharge by listening to your guests' complaints can help you to provide a better service.Proper handling of a complaint, verbal or written, builds goodwill. When you have succeededin regaining the guest's confidence, you can then tactfully turn the opportunity to youradvantage.