F & B Service Theory Manual

IHM GWALIOR
Skill Development Training
Hunar Se Rozgar
Trainers Package Waiter - Theory
INSTITUTE OF HOTEL MANAGEMENT , GWALIOR M.P.
The National Management

A-34, Sector 62, NOIDA 201309
Council for Hotel
SUNIL KUMAR skihm86@yahoo.com 09996000499
Page-1
Waiter Course (Six weeks):
Theory Component Lesson Plan No: TM/1

Topic: Pride in the Nation:
India- A Unity in Diversity. The largest democracy in the world. Boasts of a rich cultural heritage: beginning with the Harappan civilization, The Aryan civilizations of the North and the Dravidian settlements in the South, the influence of the Mauryas, The Guptas, Cholas and Pandyas of the south, the invaders who settled in India the Mughals,followed by the British rule, the Goan occupation by the Portuguese, The French influence on Pondicherry have left India with unique :

economies in the world.
Religious mix Food habits Dressing etiquettes

Varied celebration of festivals Different dance and music forms etc
The world today, looks up to India as the frontrunner in IT, BT, as one of the strongest emerging
Industrialists from India are today aggressively acquiring huge multinational industries like Corus, Accelor, Jaguar and Landrover, etc The Indian market is the focus of all industries the world over with India being widely recognized as one of the highest potential markets alongside China. The Tourism industry is ever expanding in India. The biggest strength of the country is its large young population (employable age group). The biggest threat to the country comes from terrorism and dividing forces within. Our strength lies in our unity, the stability of tenure and our diversity. Be proud to be an Indian
Key words: Unity in diversity
IHM GWALIOR
A strong emerging economy Large employable youth Expanding industrial base like tourism
page 1

Topic: Tourism & You:
Tourism has been positioned as one of the largest service industry in India. It is an important industry for economic development, employment generation, particularly in the backward and remote areas. India offers diverse opportunities for tourism, be it leisure or business. India is likely to witness a huge increase in both domestic tourism and foreign tourism. Tourism infrastructure includes Air, Rail, Road, Hotels, restaurants etc. The demand for trained manpower in hotels and restaurants is bound to see huge rise in the
To
Pu
Ar
near future.
According to WTO,tourism is concerned with pleasure, holidays, travel that make people leave their normal place of work and residence for a short- term temporary visit to another place.
ar
pe
WTO is World Tourism Organization based at Madrid, Spain. International tourism, when the travel is from one country to another and Domestic tourism is travel within a native country. International tourism consists of: Inbound tourism- refers to tourists entering a country and Outbound tourism refers to tourists leaving their country of origin for another. The primary constituents of tourism are:
Transport
Accommodation Catering,food and entertainment Intermediariaries like
Travel agencies Tour operators Guide services
Government Departments/Tourist information centers
The secondary constituents of tourism include: Shops and Emporiums Handicrafts and souvenirs Local taxi/ transportation
IHM GWALIOR
page-2

A tourism professional should be aware of all categories of tourist accommodation:
They are:
Five star deluxe hotels-large hotels with high tariffs and extensive facility for the
guests
Four , three and two star hotels ( referred sometimes as first class hotels)Contain most facilities of the five star hotels but are not as exclusive in luxury. Non- star hotels- Small non classified hotels , also referred to as budget hotels Resorts and lodges-Almost exclusively meant for leisure tourists and usually enjoy seasonal business. Tented camps- Set up in remote places , they are eco friendly and suit adventure tourism Heritage hotels- Forts, palaces, havelis that have been converted into hotels without disturbing their old world charm Guest houses- Ideal for long stay guests on official visits Alternative accommodation: which include all such forms of boarding facility besides the above mentioned which include:
Circuit houses Dak bungalows Dharamshalas

Paying guest accommodation
Another important aspect of tourism infrastructure is the catering units which provide food and beverage to the tourists. These facilities include:
Fine dining restaurants attached to five star deluxe hotels- usually speciality restaurants which serve an exclusive fare. Multi-cuisine restaurants attached to hotels or stand alone units which serve
IHM GWALIOR
more than two different cuisines
Coffee shops- restaurants open round the clock which offer food and a large selection of beverages at affordable prices Bars- Outlets that serve alcoholic beverages with some snacks Fast food outlets- made popular by burger joints and the pizza houses they serve standardized food at affordable rates, the service being fast and informal.
page-3

Cafeteria- Counter operations that cater to a large number of people in a relatively short period of time. Found in railway stations, bus depots etc Road side Dhabas- Catering to the road commuters, they often serve traditional food without many frills and at highly affordable rates. Food courts- set up in market places, malls, fairs etc serving a large choice of food and beverage under the same roof.
Cafeteria
Dhaba
Food court
Key Words:
WTO
Inbound tourism Outbound tourism
Tourist accommodation Travel agency Tour operator
Emporium
IHM GWALIOR
Souvenir
Tout
Five star deluxe hotel Resorts and lodges Heritage hotel Fine dining restaurant Coffee shop
Bar
Fast food outlet
page-1

Topic: Etiquettes & Basic Conversation:
Every member of the food service brigade plays a crucial role in ensuring high customer satisfaction and a good meal experience. The waiter, who is given the responsibility of actual service, has the additional responsibility of maintaining a high quality of service. To ensure high standards of delivery the waiting staff should have the following attributes:
Hygiene- personal aspects like taking a bath daily, keeping nails trimmed, cut hair, polished shoes, washing hands with soap. Cleanliness- keeping the working environment clean. A waiter should keep his uniform, equipments and area clean and free of germs. Sanitising the area before the start of a shift
Speech and addressing: Clear speech and respectful addressing of customers helps a waiter to pass on an opinion of high standard to the customer, also reducing chances of
miscommunication.
Courtesy: The waiter should always be amiable and soft-spoken with customers. Memory: This helps the waiter to remember who is to be served what
Honesty: Food and beverage service involves handling a lot of money, valuables etc. Hence
honesty towards the organization and the customer is essential.
Co-operation: Good service comes out of teamwork. Helping others when one is free and being
proactive helps deliver best standards to the customer.
Reliability: To be a good waiter one has to be reliable so that entrustment of responsibility and
work happens.
Knowledge of food & beverage: Customers keep asking suggestions while ordering food. A good knowledge of food and beverage allows the waiter to satisfy guest query thereby adding value
IHM GWALIOR
to the experience.
Knowledge of local area: Foreign tourists often engage in enquiring about the local area, access
and routes with waiters. Helpful answers allow the guest to carry a positive image of the organization.
page-2
Theory Component
Lesson Plan No: TM/3 Topic: Etiquettes & Basic Conversation:
Punctuality: Being on time is extremely important in the service sector as planning, allocation of work and standardization of service all suffer if waiters turn up late on duty.
Complain handling: Very often waiters are exposed to guest complains first. An alert waiter can
attend to a problem early and thereby diffuse a situation where as a delay may cause a
snowballing effect and a severe complains. By informing a senior of likely complains and grievances waiters can handle situations better.
It is evident that good communication skills are the very essence of human interaction and a good waiter should have good basic conversation skills.The following aspects help improve quality of conversation:
Volume of voice- Not too loud Pace of voice- Modulated Pitch of voice- Change the pitch according to the conversation giving impetus to important aspects of conversation Enthusiasm- be interested and happy in what you are doing Listen well- Be patient and note down orders on a scribbling pad, repeat the order and confirm Accept criticism- learn to accept criticism without being over defensive or over apologetic. Always use appropriate salutation Give way to the guests Be polite and respectful at all times.
IHM GWALIOR
After presenting the bill , move away, do not solicit a tip Remember to wish the customer well before he leaves and take a feedback of his experience.
Key Words: Hygiene
Memory
Courtesy
Honesty
Listening
Punctuality Feedback
Speech
page-1

Topic: Identification and use of tools and equipments:
For a waiter one of the most important skill and knowledge requirement is the comprehension of different equipments, their use and department: Food and beverage service equipments identification. The following chart classifies the different types of
equipment found in a good F&B Service
crockery
glassware
linen
furniture
miscellaneous
Silverware
Tumbler
Goblet
Tableware
Special equipments
IHM GWALIOR
Cutlery flatware hollowware
Silverware is synonymous with equipments used on the guest table for service and eating of food. Silver by itself is a soft metal and is hardened by addition of copper and nickel. EPNS or electroplated nickel silver is a popular metal used for making F&B service equipments.
Silver used on the table for guest use is called tableware. Tableware consists of:
page-2

Cutlery: All F & B service equipment used by guests on the table to cut food e.g. fish knife, butter knife, cheese knife etc.:
Joint knife, side knife,
Flatware: This consists of all the spoons and forks used by the guest to serve and to eat his food on the
table except cutlery eg. teaspoon, coffee spoon, dessert fork, fish fork, pastry fork etc.
Hollow Ware: These are silver equipment meant for carrying food and beverage from the kitchen to
the guest table eg.water jugs, tea pots, coffee pot, sugar basin creamer, entre dish platters etc.
Although the term silver ware is still very popular, stainless steel has become a very popular substitute for making tableware and hollow ware today. Stainless steel is available in different alloys of chromium,
nickel and steel.

The advantages of steel table ware are:
It is more hardy than EPNS It is lighter, hence easy to handle. Does not need polishing It is cheaper in cost.
IHM GWALIOR
page-3

Topic: tools and equipments: Identification and use of
Standard Sizes Of Cutlery, Flatware nd Hollowware,
Commonly Found In The F&B S Department.
Size (in inches) Use
Sl.no Name of equipment
Cutlery and flatware
9 4
6 8
IHM GWALIOR
gravy
Large knife Small knife Fish knife Butter knife Fruit knife Service spoon Dessert spoon Soup spoon Ice-cream spoon
9.5
To eat the main course To eat sweets and desserts
8 8 5 7
10
To eat the side courses
To eat soup To eat ice cream
To eat fish dishes

To cut and apply butter cubes
7 7
5.5
To cut fruits
To serve food and
10 11 12 13
Tea spoon Coffee spoon

Mustard spoon
5.5 4.5
To stir sugar in a tea cup
To stir sugar/milk in coffee
3
10
To pick mustard from a mustard pot
Service fork
To serve food
10
5
9.5 14 15 16 17
Large fork Fish fork Dessert fork Cheese Knife
Entree 7.5 To the main eat
7
dish oval 6
Sl.No
Hollowware Tea pot
Coffee pot
Creamer
Water jugs
IHM GWALIOR
course with the large knife
1 portion
Used along with the fish knife
Used along with the dessert spoon
To carry portion ed
food from
11
To cut and serve cheese
kitchen as
2 Portion per order 4 portion
Capacity
pot 300ml
Uses
To serve tea as per
different orders
1 pot 500ml
1 pot 800ml
pot 300ml
To serve coffee
1 pot 500 ml
40 ml for1/2 pot
To serve milk
125 ml for 1 pot
300 ml for 1 pot
1.1 Liters small

2.4 liters large
To serve water
page-5
IHM GWALIOR
Crockery: Vitreous, ironstone, vitrified are the three most commonly used hotel china though, stand alone outlets often used melanin as a cheaper and easy to handle alternative to crockery. Bone china is
the most delicate and expensive earthenware found only in top end outlets. It is made of 25% china clay, 25% china stone and 50% animal bone and gets biscuit fired in a kiln to give its fine farm
translucent finish.
Standard Sizes Of Commonly Used Crockery Found In Food And Beverage Service Department.
Sl.no. Name of the equipment

Crockery
Size
Use
Diameter
10
To serve the main course
Large plate
dishes
Fish plate Soup plate Half plate
2 3 4
8 9 8
To serve the fish dishes
To serve thick soups
To serve the side course dishes
Quarter plate
As a
side
plate
or
underliner
Capacity
6 7
Soup bowl Breakfast cup
10 oz 10 oz
To serve soups
To serve hot beverages

during Breakfast
12
6 2/3 oz Tea cup
To serve tea other than at breakfast
3 1/3 oz
To serve
lunch/dinner
coffee after
Coffee cup
Glassware: Glasses are broadly of two types; a. Tumbler: It has two partsa base and a body only
b.
Goblet:
It has three main parts-
the base, stem
and bowl
Glasses are mostly used serving beverages like water, wine, alcohol etc;
for
Standard Capacity Of Glassware Used In The Food And Beverage Service Industry
Sl.No
Name of glassware
Capacity
Use
1
5 2
Hi-ball glass Juice glass
Slim jim
6
Collins
7
Old fashioned Rolly Polly
4 8
IHM GWALIOR
Beer tankard 8-9 oz To serve water Service of juices-canned
Service of long drinks
Service of drinks at the

poolside Service of water
Pool glass
5 oz 10 oz
Water goblet
12 oz
8 oz 8 oz pint, 1 pint, 2 pint 10 oz
Service of long drinks/cold
coffee with I/C

Whisky on the rocks
Bloody mary service
10 oz
Service of draft and lager
beer
13
5 1/2 oz White wine glass
Service of white wine Service of red wine Service of German white
7 oz 5 oz
10
Red wine glass
wine
6-8 oz Service of champagne and
champagne cocktails
11
German white wine glass
12
8 oz
Service of brandy and

flamed coffee
Champagne tulip 13 Brandy balloon
14
Champagne saucer
15
5 oz
Service
champagne,Short cocktails
of
Food and Beverage Service Linen
Restaurant linen is very expensive and should be stored, laundered, and used with care.
Linen
used on tables should ideally have a fall of 12 inch or 1 foot on all
sides.
IHM GWALIOR
Commonly Used F & B (S) Linen of Standard Sizes
Sl.no.
Name of linen
Size of linen
Use
For a 3 ft square table, a

square table cloth
5 ft square
For laying on a 3 ft square Table
14
For laying on the standard For a rectangular table
6 ft x4 ft
restaurant
rectangular
4 1/2 ft x2 1/2ft
table
For laying on a small

For a round table of 3 ft
5 ft diameter
restaurant round table
To lay on top of the table
diameter
cloth
3 ft x 3ft
Slip cloths or napperon
Used by waiters during

service
Small napkins used in bars
Waiters cloth
Damask or cotton size 24
Larger napkins used on the restaurant table
x 24
6 7
Cocktail napkins
Long table cloth used on

the buffet counter
6-8square 12square
Used to cover the front of buffet counters
Tea napkins
8
Buffet cloth
Any
length
minimum
being12 ft Cotton or satin of height

30-36 and length 12 ft or
9
Buffet frills
more
IHM GWALIOR
F& B Service Department: Furniture
Choice of furniture in a full food and beverage service establishment is also dependent on the type of
establishment, size and shape of area, budget, cuisine to be served and flexibility for multipurpose
usage.
15
page-8

Furniture should ideally be good looking, trendy, durable and easy to clean.
essential for banqueting whereas speciality restaurant need richly upholstered chairs.
Stackable chairs are
Tables come in different shapes.
Other common furniture include the sideboard also known as a
dummy waiter or a waiters console where spare cutlery, crockery, linen, extra saucers are stored. The hostess desk, buffet counter, gueridon trolley may also be included in furniture found in food and beverage outlet. Wooden furniture remains a favorite with F&B service management though wrought iron base, marble, granite tops, stainless steel base etc are also found. PVC is used in cheaper outlets, as they are less costly and easy to maintain.
Standard Sizes of F&B (S) Department Furniture
Restaurant chair:
Restaurant table: Height from ground to base
Square
Height from ground to top of back rest
Square
Size of base or seat
Rectangle
IHM GWALIOR
Round Round
Height of a table
18 39 18x18
2 x 2 ft for 2 persons
3 ft x 3 ft for 4 persons
4 ft x 2 ft for 4 persons
3 ft diameter for 4 persons
5 ft diameter for 8 persons.
2 ft or 30
16
page-9

Miscellaneous Equipments: All such equipments used in the food and beverage service department which have not been covered under the above major equipment category are included in this category.
This includes
1. Chopping board
2. Straw
3. Swizzle sticks
4. Cocktail umbrella
5. Bottle opener 6. Breadbasket

7. Fruit stand
8. Tea / coffee strainers
9. Chaffing dish
10. Tooth picks
11. Paper napkins
12. Doilley
Although F&B (S) equipments have been discussed at length, all students of this trade have to become
IHM GWALIOR
practically exposed to equipments and their use. Key Words:
Silverware Flatware
17
page-10 Theory Component Lesson Plan No: TM/4

Cutlery
Hollowware
EPNS
Bone China
Goblet Tumbler
Napperon Dummy waiter Swizzle Stick
IHM GWALIOR
18
page-1
Theory Compone nt Lesson Plan No: TM/5

Topic: Technique s and principals of cleaning:
Cleaning and care of equipment have to be repeatedly practiced by the students. Like the previous chapter this is a skill oriented module and a visit to a nearby hotel with requisite infrastructure helps the student to
appreciate the process better.
C oll ec t o
ar e ar e st or e
1.
Dish wash/care of equipment.
Understand how dirty plates are deposited in the dish wash area.
d in th e pl at e ro o m
2.
All dirties have to be scraped of dirty food and then deposited in the separate trays set aside for cutlery, racks for glasses and plates on the landing table.
a sa lv er a n d ca rr y b ac k to th e si d e b oa rd .
3. 4. 5. 1. 2. 3. 4. 5.
Notice how the dish wash section cleans the plates, cutlery and glassware. The equipment is allowed to drain on a landing area. Pickup the equipment and take them to wiping area.

Topic: Technique s and principals of cleaning:
Plate Wiping.
Hold the plate completly covered in the wiping cloth. Wipe it dry without allowing your palm to touch the plate. Collect in stacks of 25. Carry stacks and store them in the side board. All crockery is stacked separately, however the soup bowls and
Care of Linen:
cups may be stacked in lesser numbers (space permitting.)
1.
Wiping glassware.
The glass is held in one corner of the wiping cloth usually with
the left hand with a part of the cloth below the base.
2. 3.
Stuff the other end of the cloth into the glass whilst still
holding it. Rotate the glass with right hand with the right thumb inside 3. Cover the item with the other part of the cloth and 2. Hold each item in your left hand with the wiping cloth below it. w ith the right hand. 4. wipe it dry
the glass but not touching
the glass surface.
4.
Ex tr a pl at es a n d ta bl e w
Place the wiped glass on a salver so that it can be carried to
the sideboard.
Wiping cutlery and flatware.
1. Segregate the cutlery and flatware in to similar type.
19
IHM GWALIOR
page-2
an 1. The clean linen is stored in ancillary linen room which may be attached to the
ne
po
sin
ge
ea
sta
pantry.
2. The spare linen in daily use is stored in the sideboard .Store linen well ironed, with the larger linen stacked at the bottom. 3. Dirty linen is deposited in a box kept just outside the exit door of the restaurant leading into the pantry. 4. These linen are counted, tied in bundled of ten/ twenty tied in a large bundle and exchanged in the main linen room. The exchange is done on the basis of CLEAN FOR
by Waiter Course (Six weeks):
page-3
su s
in
(ii
Sil

Topic: Technique
cle is
by
fo
pr
(a
DIRTY.
sil
For all equipment crockery, glassware, hollowware, flatware and linen a fortnightly count is undertaken to located breakage / loss of equipment if any.
s and principals of cleaning:
ite
cle
(b
co
as
Pick up Counter
(i) Check how the food pickup is streamlined at the food pick up area (ii) List the activities at the abouyers desk
The Silver room :
cle
liq
lik
pr
ar
(c
th
co
(i)
20
Silve r is a delic ate
on
th
sil
lig
covered with a layer of silvo
(d)Allow the metal to dry for 10 minutes (e) Buff it with waste cloth
In large hotels since the silvo method works out to be expensive, industrial methods are used.
These includes
1. 2. 3. 4.
The plate powder method The silver dip method The Burnishing machine The Polivit method
The plate powder is a pink powder which is made into a thick paste by mixing with ethyl alcohol. The paste is applied evenly on the silver. As the alcohol evaporates, Silver is buffed with a waste
cloth.
The Silver dip is a proprietary liquid like Goddards silver dip The silver is dipped in the solution for a short time. The liquid reacts and cleans the stain. The silver is removed, washed in hot
water and wiped clean.

The burnishing machine is a large drum in which highly polished ball bearings are covered with hot soap water. As the drum rolls the silver inside the drum is cleaned by the friction of the ball bearings and soap water. The Polivit is a container with large aluminum sheet having holes in which washing soda solution is added. The action of aluminum and soda cleans the stains As mentioned at the beginning of the chapter, a hotel visit to a star hotel in the neighborhood with a silver cleaning machine would enhance student appreciation of the same.
21
IHM GWALIOR
page-4

Topic: Techniques and principals of cleaning:
Key words: Dish wash

CLEAN FOR DIRTY
Abouyers desk The Silver room The plate powder method The silver dip method The Burnishing machine The Polivit method
22
page-1

Topic: Personal Hygiene:
Hygiene can be defined as the practice of keeping oneself and ones surroundings clean in order to prevent disease or illness. As discussed earlier it is an important attribute of the waiting staff. Personal hygiene is important to all of us as individuals, but for the staff of the tourism industry, especially food handlers it is a basic
IHM GWALIOR
necessity to maintain the highest levels of personal hygiene. Hence, employers and customers alike demand high standards of personal hygiene from the waiting staff
brigade.
The following are to be cultivated by all who wish to seek a career in the catering industry:
page - 1
Have a bath daily, if need be twice a day. Trim finger nails and toes regularly. Wear a fresh set of clothes every day. Make sure your clothes are well
tailored, clean, ironed properly and look elegant on you.

Topic: Food handling and Hygiene:
For men shave daily, if you keep a moustache, trim it regularly. Avoid wearing finger rings. Ladies should tie up their hair into a bun and cover it in a net. Excess jewelry should be avoided. Use a mild body freshener. Do not bite fingernails. Wiping perspiration, picking the nose, coughing in thepresense of the
customer, scratching body parts are absolutely a no in the catering business.
Use hand sanitizers to wash your hands every two hours. Wash your hands well with soap if you visit the toilet.
Personal hygiene should be an inculcated habit. Hence grooming check forms a part of daily briefing of staff prior to the beginning of a meal period. Key Words: Daily briefing Personal Hygiene Hand sanitizer Habit of cleanliness Grooming Disease S o m e d ef in iti o ns :
23
Food: any
substance, which we eat so as to
maintain life and growth.
Puffed up cans shoul d never be
Contaminate: Make impure by exposing to a poisonous or polluting
substance.
Spoilage: decay of food and other perishable goods. Food poisoning: illness caused by food contaminated by bacteria or
other harmful micro
organisms.
Every waiting staff should understand that food is highly perishable, especially cooked food. Improper storage, handling of food can easily lead to food poisoning. All catering students should realize the value of handling food properly to avoid spoilage which not only causes loss of revenue but also brings a bad name to the organization. The following points need to be taken care of:
used.
Any food not smelli ng good shoul d not
Store cooked, semi-cooked and raw food separately Store dairy products, meat, well refrigerated, vegetables-
be serve d.
refrigerated mildly, whereas grocery at room temperature
Have separate cutting area for vegetables and meat,
never use the same cutting or storing bowls. It is best to color code non veg. handling items and veg. handling
items.
24
Sanitize hands every two hours to reduce microbial
contamination through hands Meat pre- preparation area should be ideally an air
conditioned room. Wash the kitchen and pantry floor on a periodic basis to
keep it clean and hygienic. Send water and food samples to the microbiology lab for
testing from time to time to ensure the storage cycle is effective
Ensure all food handlers wear caps to cover their heads. Waiting staff should wear gloves while handling food
directly/assembling the food Food waiting to be picked up should be kept at a
designated hot plate/cold counter and never left unattended
Check the expiry date of all packed food before use/sale
IHM GWALIOR
page - 2 Theory Component Lesson Plan No: TM/7

Topic: Food Handling and Hygiene:
Key Words:
Food
Contaminate Food poisoning Spoilage Perishable Bacteria Semi cooked food Dairy products Pre-preparation area Food assembly
fal ls,
25
br ui
page se F o r
s an d cu ts

Topic: Safety and precaution s:
B ur ns an d sc al ds t o f i r e
t Te rr or ist ac tiv iti es Conditi ons Needed For A ( a s s h a p e a k e
The major safety concerns in catering establishm ents include:
Fire
Physic al injury due to slips,
Fire
IHM GWALIOR
ell as continue), the following three conditions should be met: A fires A combustible material A specific temperature at which the above material would . fi r e s .
ss
fir
1. 2.
It c
Cla
It can al burn Class A fires. Waiter Fire fighting is a very important aspect of a worker in the catering industry as has the work environment plenty of chances where the fire cycle may be completed. Compulsory fire fighting classes have to be conducted by any catering organization. Course (Six weeks):
3.
Some fuel (mostly oxygen) to aid the burning
Foa m Bas ed The se are use
C F C
Theory
A visit to a nearby hotel to explain fire fighting devices may be a good way to educate students
B a s e d T h e s e
Compo nent
Lesson
about the importance of fire fighting.
d mos tly on
Classes Of Fire
Let us also understand the classes of fires.
Plan No: TM/8 Topic: Safety and precauti ons:
Class A
These are fires that involve some solid material like, clothers, paper, junk-heap, wood etc.
Clas sB fires .
Class B
These are fires that involve liquid materials like: petrol, gasoline, diesel, oil etc.
Class C
These are fires that involve electrical elements
Types Of Fire Extingui shers
a It can also be used on r Class A fires. e
CO
Bas ed The se are mos tly use d on Clas sC
m o s tl y u s e d o n C l a
Class D
These are fires are those involve metals Its important to know about the classes of fires because fire-
extinguishers are classified and marked based on the type of fire on which they would be effective
Water
26
Based These are most effective on Class
into a hotel premise, strict enforcement of
page - 2
gate passes to allow only authorized Wai ter
Dry Chemical Based These are most commonly used type of
extinguishers. It can be used on Class A, B and C fire. Hence, its popularly also called as ABC
movement within the
Cou rse (Six wee ks):
establishment, and installing CCTV at critical traffic movement points all help reduce the risk of terrorist activities within a hotel or restaurant.
type.
Physical injury: Accidents like falls, slips, bruises, cuts etc are very common in the F&B trade. Sometimes they may be major accidents like falls, fracture deep gashes etc to the staff working in the kitchen. In most of these cases well trained first aid handlers can reduce major complications to a large extent. However facilities like Doctor on call, medical insurance of all staff, and reduction of reaction time in getting medical attention reach the patients saves complications and life in a majority of cases. Bomb threat & Terrorist Activities: Terrorist activities were traditionally not considered as disasters. However, during the last few years, terrorist activities have become more sophisticated and F&B establishments have been targeted regularly making sensitization to such activities for staff a very important part of disaster management.Generally, large scale terrorist activities can be prevented only through timely collection and analysis of intelligence data The only precaution that general population can take is to remain observant of their surroundings, and, report any suspicious activity to the lawenforcement agency. Heeding to alerts from the law enforcement agencies and scrupulously checking credentials of all employees, passport details of foreign guests, installing technology like luggage screeners, walk through detectors, under body checking glass for vehicles. Restricted entry with barricades for vehicles coming
Th eor y Co mp on ent Les son Pla n No: TM/ 9
27
IHM GWALIOR
page - 1
Hollow
Ware: These
Topic: Food and beverage terminology:
d e s i g n .
are silver equipment
Food: any substance, which we eat so as to maintain life and growth

Fine dining restaurants: attached to five star deluxe hotels- usually
meant for carrying food and beverage from the

kitchen to the guest table eg.water jugs, tea pots, coffee pot, sugar basin creamer, entre dish
Dum my waite r:a waite rs conso le wher e spare cutler y, crock ery,
speciality restaurants which
serve an exclusive fare.
Multi-cuisine restaurants: attached to hotels or stand alone units which
serve more than two
different cuisines
Coffee shops: restaurants open round the clock which offer food and a
beverages at affordable prices
large selection of
Bars: Outlets that serve alcoholic beverages with some snacks
Fast food outlets: made popular by burger joints and the pizza houses
food at affordable rates, the service being fast and informal.
they serve standardized
Cafeteria: Counter operations that cater to a large number of people in a
relatively short period of time. Found in railway stations, bus depots etc
platters etc.
Road side Dhabas: Catering to the road commuters, they often serve
EPNS: Electro
traditional food without many frills and at highly affordable rates. plated nickel silver: Metal used to make the best cutlery, flatware and hollowware.
linen, extra sauce rs are
Food courts: set up in market places, malls, fairs etc serving a large
choice of food and beverage under the same roof.
s t o r e d
Cutlery:
All F & B service equipment used by guests on the
table to cut food e.g. Joint knife,

sideknife, fish knife, butter knife, cheese knife etc.:
Tumbler: A glass
having a base and a bowl only.
Goblet: A glass
Flatware : This consists of all the spoons and forks used by the guest to serve and
having a base , a bowl and a stem.
to eat his food
on the table except cutlery eg. teaspoon, coffee spoon, dessert fork, fish fork, pastry fork etc.
Slip cloths or
28
napperon: Laid on top of the table cloth to protect it from spills and also to give a
better
page - 2
Theory Component
Lesson Plan No: TM/9 Topic: Food and beverage terminology:
Special silver cleaning methods:
The plate powder method The silver dip method The Burnishing machine The Polivit method
Food poisoning: illness caused by food contaminated by bacteria or other harmful micro
organisms
IHM GWALIOR
29
REFERENCES AND FURTHER READINGS :
1. 2. 3. 4. 5. 6. 7. 8.
Modern Restaurant Service : JOHN FULLER, Hutchison. Mastering Restaurant Services : H.L CRACKNELL and G.NOBIS, Macmillan. Food and Beverage : DENNIS LILLICRAP AND JOHN COUSINS, Hodder &
Stoughton.
Improving Food and beverage performance : KEITHWALLER, Butterworth-
Heinemann. Bar and Beverage Book : KOSTAGIS, THOMAS AND PORTER,John wiley. Food & Beverage service : BRUCE AXLER, CAROL LITRIDES , John wiley and
Sons. Text Book of F&B Service : SN BAGCHI , ANITA SHARMA , Aman Publications. Food & Beverage Service : VIJAY DHAWAN.
IHM GWALIOR
30

F &amp; B Service Theory Manual

Transféré par

Informations du document

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

F &amp; B Service Theory Manual

Transféré par

Droits d'auteur :

Formats disponibles

IHM GWALIOR

Skill Development Training

The National Management

Council for Hotel

SUNIL KUMAR skihm86@yahoo.com 09996000499

Waiter Course (Six weeks):

Theory Component Lesson Plan No: TM/1

Religious mix Food habits Dressing etiquettes

Key words: Unity in diversity

SUNIL KUMAR skihm86@yahoo.com 09996000499

Waiter Course (Six weeks):

Theory Component Lesson Plan No: TM/2

Travel agencies Tour operators Guide services

Government Departments/Tourist information centers

SUNIL KUMAR skihm86@yahoo.com 09996000499

Waiter Course (Six weeks):

Theory Component Lesson Plan No: TM/2

A tourism professional should be aware of all categories of tourist accommodation:

Circuit houses Dak bungalows Dharamshalas

SUNIL KUMAR skihm86@yahoo.com 09996000499

Waiter Course (Six weeks):

Theory Component Lesson Plan No: TM/2

Tourist accommodation Travel agency Tour operator

SUNIL KUMAR skihm86@yahoo.com 09996000499

Waiter Course (Six weeks):

Theory Component Lesson Plan No: TM/3

honesty towards the organization and the customer is essential.

proactive helps deliver best standards to the customer.

SUNIL KUMAR skihm86@yahoo.com 09996000499

Waiter Course (Six weeks):

Key Words: Hygiene

SUNIL KUMAR skihm86@yahoo.com 09996000499

Waiter Course (Six weeks):

Theory Component Lesson Plan No: TM/4

equipment found in a good F&B Service

SUNIL KUMAR skihm86@yahoo.com 09996000499

Waiter Course (Six weeks):

Theory Component Lesson Plan No: TM/4

Joint knife, side knife,

nickel and steel.

SUNIL KUMAR skihm86@yahoo.com 09996000499

Waiter Course (Six weeks):

Theory Component Lesson Plan No: TM/4

Standard Sizes Of Cutlery, Flatware nd Hollowware,

Commonly Found In The F&B S Department.

Size (in inches) Use

Sl.no Name of equipment

Cutlery and flatware

To eat the main course To eat sweets and desserts

To eat the side courses

To eat soup To eat ice cream

To eat fish dishes

Tea spoon Coffee spoon

To stir sugar in a tea cup

To stir sugar/milk in coffee

To pick mustard from a mustard pot

SUNIL KUMAR skihm86@yahoo.com 09996000499

Hollowware Tea pot

Used along with the fish knife

Used along with the dessert spoon

To cut and serve cheese

2 Portion per order 4 portion

125 ml for 1 pot

300 ml for 1 pot

F & B Service Theory Manual

F & B Service Theory Manual