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Organizational Structure of F&B Dept

Aboyer
Aboyer 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 Menu
A 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 service
It 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.
ABC
ABC stands for Ashtray, Budvase and Cruet. ABC is kept at the centre of the table while laying
the cover.
Back of the House
Back 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 Marie
Bain 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.
Barker
Barker 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 China
It is a white translucent ceramic material made from kaolin, china clay and bone ash. It is used in
restaurant to serve various dishes.
Briefing
Briefing 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.
Buffets
Buffet 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 Boy
Bus 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 jour
Carte 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 dish
It 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.
Cover
Cover 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.
Cutlery
Cutlery is the term denotes all the cutting implements such as knives. Cutlery can be made of
EPNS or stainless steel.
Demi-tasse
Demi-tasse means half cup. It is used to serve coffee except breakfast. Size of demi-tasse is 75
ml.
Dummy waiter/ Demi waiter
Dummy waiter is another term for side board. it is a restaurant furniture and used to keep all the
serving equipments for a meal session.
Elevenses
Elevenses is a meal served at 11 o clock. It includes the food items as biscuits, cake etc. and
usually offered to children.
Gueridon trolley
It is a mobile trolley from which the gueridon service is done.
Hostess
Hostess is a member of restaurant brigade. Duty of hostess includes taking restaurant reservation
and receiving them at the door.
Indian breakfast
It 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 service
It 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 dhotel
Maitre dhotel is the Supervisor of the a F&B outlet. He looks after the day to day operations of a
food service outlet.
Menu
Menu 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
outlets operation and is considered the prime selling instrument
Mise-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-place
Mise-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.
Napkin
Napkin 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.
Sommelier
Sommelier 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.
Trancheur
Trancheur is the French term for carver. His responsibility is to carve the meat joints in front of
the guest and serve to them.
Salesmanship
The 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 establishment
Tableware
Table 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 Dip
Instantly 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 dry
Polivit
Polivit 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 machine
This 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 shock
Thermal 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 shock
Mechanical 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 crockerys of high class establishments are made out of EPNS which
includes different types of forks, knifes, pots, plates, salvers etc.
Table dhte or a fixed menu
Table dhte 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 dhte menu is a complete meal at a predetermined price.
A la carte menu
A 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 doeuvre
Hors doeuvre 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.
Entre
Entee 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.
Dessert
This 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 dcor, and served at the end of the meal.
All forms of fresh fruit and nuts may be served in this course.
Table Service
It 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 service
American service is a pre-plated service which means that the food is served onto the guests
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 service
It 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 service
Table 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 service
This 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, flamb and prepare the food with showmanship.
Self Service
In 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 service
Counter 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.
Echelon
In echelon service the counters are arranged in such a way that it provides better view of the
foods and arranged in angular way.
Carousel
The 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.
Carvery
Cavery 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 away
The 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 thru
The customer drives the vehicle to the counter and orders and collects the food and leaves the
counter.
Vending Machine
The 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 courts
Food 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.
Kiosks
Kiosks are outdoor arrangements that provide food and beverages to people in a specific
location.
Specialized Service/ In-Situ
In-situ service is the service provided at the place, which is primarily not meant for service.
Examples of in-situ services are:
Tray service
In the tray service the food and beverages are brought in a tray and given to guests. Such service
are seen in hospitals, guest rooms etc
Room service
In 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 service
The 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 service
In lounge service the food and beverage is served at the lounge area of a hotel
Mise-En-Scene
Mise-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-enscene. 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-Place
Mise-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 Cycle
Guest 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 Skill
Social 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 guests
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 System
A 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 waiters copy,
against which the food or beverage to be served to the guest is picked up
Specialty 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 dhote. Waiters should be highly skilled, as specialized
services such as preparation of food at tables and flambs, may have to be done.
Coffee shop
Coffee 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 Service
This 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 Service
There 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 service
Room 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 Service
Banquet 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 service
There 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 Machine
Vending 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 Services
Ancillary 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. Pantry
2. Still room
3. Silver room
4. Linen Room
5. Hot plate
6. Wash-up area
7. Kitchen stewarding
Pantry
Pantry 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 Bar
Still Room
It 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 Room
Silver 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 Room
The 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 plate
Hot 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 area
The 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 stewarding
This 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 DEPARTMENT

2. 2. I.) ORGANIZATIONAL STRUCTURE

3. 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.) 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

14.
15.

16.

17.

18.

TO TIME FOR CLEARING PREPARES AND MAINTAINS ROOM SERVICE TROLLEY

IN SOME ESTABLISHMENTS HE IS ALSO IN CHARGE OF THE MINIBAR
14. 11.)WINE BUTLER MAINTAIN WINE INVENTORY SERVES WINE TO GUEST
ASSIST GUEST IN WINE SELECTION MAINTAIN WINE INVENTORY
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. 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. 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. 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 guests 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 keepingbegan
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 caf 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 asCaf in Paris. Simultaneously coffee
shop in London, Oxford, Cambridge). The bigboom in the hotel industry came in the 1920s
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 1950s 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 customers 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, Oberois 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 subcontinent 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 ones attitude towards ones 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
waiters 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 waiters 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 waiters 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 its 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 isnt 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 waiters 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 COMMUNICATIONCoordination 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 someones 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 cocoordinated.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,nonresidential 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 VIPs 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 KOTsto 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:Its 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 entre 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
itsthe 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.
Sometimesflamb 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 dcor 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 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.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 VIPs, 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 dcor, 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. Dcor 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 dhte or a la Carte and the
courses are provided inproper sequence. A strict supervision is very essential for a highclass 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 VIPs, 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 MISEN-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 clients 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 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 dhte 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 flamb 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 multiportioned 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. PREPLATED OR AMERICAN SERVICE:DESCRIPTION Service of pre-plated food direct from
the kitchen.USES Semi-formal outlets, caf, 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 FLAMB SERVICE:
28. 28. DESCRIPTION Food is served from the side table or trolley, may include carving,
cooking and flambing, preparation of salads and their dressing.TROLLEY TYPE Gueridon
or flamb, 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 guests 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 flambdishes 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 guests 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 dhte 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 ormusli, 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 detage)
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 ones 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 nights 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 CAF 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
CAF 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 operations
Apart 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 cant 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 doesnt 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
cant 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.
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ATTRIBUTES OF A WAITER
The quality of service staff in any establishment reflects the
quality of the establishment itself. No matter how good the food and
ambience are, poorly trained, untidy or rude staff can antagonize
customers. On the other hand, if the staffs are well-trained and
efficient, they can, to a certain extent, make up for other
shortcomings in the services provided.
1) Personal Hygiene and Appearance
All members of the staff should be well-groomed and clean
at all times, as this gives them a sense of well-being and
confidence to do their job efficiently.
The hands of the waiting staff should be given special
attention, as they are constantly under the scrutiny of the
guests. Nails should be trimmed, and kept clean. Playing
with one's hair and face should be avoided.
Chewing gum should be avoided in all public areas of the
hotel.
Minimum jewellery should be worn by the service staff. A
wrist watch, finger ring and plain earrings (for girls only)
should be permitted.
If an employee has a skin problem, a doctor should be
consulted immediately
Uniform should be clean and well-pressed. Shoes should
be properly polished and well-fitting.
2) Good Conduct
All service staff should be well-mannered and respectful to
guests, and to senior members of the staff. They should be
calm and pleasant, even in the most tiring circumstances. They
should be able to satisfactorily solve any problem that may
arise. In case of difficulty, a senior and experienced member of
the staff should be consulted. Tact, punctuality and honesty

are admirable qualities among service personnel.

3) Good Memory
A good memory helps to improve performance. It also
helps the service personnel to attend to small but important
details such as remembering a guest's name or his likes and
dislikes regarding food and beverage.
4) Observation
A keen sense of observation and an eye for detail will help
a member of the staff to be more efficient at his job. An ability
to correctly judge people is definitely an advantage. A sense of
anticipation in the service industry is an invaluable quality. The
ability to anticipate what a guest or the management needs,
even before it is asked for creates a very good impression.
5) Concentration and Skill
Waiting at a table requires concentration and skill. Service
staff should develop a sense of urgency in the performance of
their duties. Good service may not be commented upon, but
bad service is surely noticed and talked about. Service should
be prompt without the show of haste.
6) Salesmanship
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
beverages served in the establishment. Waiters should be kept
informed by their superiors of deletions or additions to the
menu.
7) Ability to Assume Responsibility
All service staff should be able to cope up with the
demands of the job and possess the ability to assume
responsibility. They should be loyal to their employers,
responsible to the guests and friendly towards their fellow
workers. They should not consider any job as menial, and

should be willing to perform all kinds of jobs efficiently. This will

help the service staff to grow in their careers and at the same
time enhance the image of the establishment in the eyes of the
guests.
8) Maximise Revenue
Cutting down on costs and maximising the revenue of the
establishment should be of prime objective to all members of
the staff, even to those in junior positions.
9) Punctuality
Punctuality is all-important. If staff is continually late for
duty, it shows a lack of interest in his work and a lack of
respect for the management and customers.
10) Local Knowledge
In the interest of customers, the staff should have a certain
knowledge of the area in which they work so that they may be
able to advise the guests on the various forms of entertainment
offered, the best means of transport to places of interest and
so on.
11) Personality
Staff must be tactful, courteous, good humoured and of an
even temper. They must converse with the customer in a
pleasing and well-spoken manner and the ability to smile at the
right time.
12) Attitude to Customers
The correct approach towards the customer is of the
utmost importance. The staff must not be servile, but should
anticipate the customer's needs and wishes. A careful watch
should be kept on customers at all times during the service
without staring. Care should always be taken when dealing
with difficult customers. (There is really no such thing as a
'difficult' customer they are normal people whom one is
uncertain how to deal with.) Staff should never argue with

customers as this will only aggravate the situation. All

complaints should he referred to someone in authority in the
food service area.
13) Honesty
This is all-important for the staff in dealings with both the
customer and the management. If there is trust and respect in
the triangle of staff, customer and management relationships,
then there will be pleasant work atmosphere which encourages
efficiency and a good team spirit among the food and beverage
service operators.
http://fybfoodproduction.blogspot.in/2009/11/chapter-6-coordination-withother.html
http://rscheemapbiuni.blogspot.in/2013/07/first-semester-food-and-beverageservice.html
http://www.b-u.ac.in/sde_book/bsc_beverage.pdf
http://cdn.timurkaripov.netdnacdn.com/free+e+food+and+beverage+service+learning+ebooks+by+dennis+lillic
rap
http://www.hospitality-school.com/wp-content/uploads/2011/02/Service.pdf
Departments in the hotel and relationship
Coordination of activities of all departments is essential to provide the guest with a quality
service 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 rely
on close coordination and communication between departments. You must be fully
aware of the role of each coordinating department. For example, a waiter needs to
understand how kitchen operates, especially food preparation, ingredients and methods
used for preparation.
Kitchen
For hygienic and timely delivery of the food as per the guest orders.
Front Office
Information regarding VIP in-house, room reports, billing, types of plan in which the
guest stay.
Kitchen Stewarding
Cleaning, Polishing & inventory of all crockerys, cutleries, glassware used in service.
Purchase
For the requisition of all condiments service kits & necessary stationeries.
Housekeeping
Placing of VIP amenities, Exchange of soiled linen & cleaning of all the outlets.
Engineering & Maintenance
Repair & Maintenance of the electrical equipment, checking of air condition & water
supply, furniture etc.

Accounts
Any discrepancy in bills & sales summary maintaining of city ledgers & handling all
kinds of cashes.
Human Resources
Hiring & firing of staffs, increment, appraisal, Procurement, development & training.
Sales & Marketing
Banquet reservation, Food &Beverage promotion and many more.

Complaints are Sales Opportunities

An important point to remember about complaints is that they represent an opportunity
and 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 how
the guest sees you, and what they think of the products. This information obtained free of
charge 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 succeeded
in regaining the guest's confidence, you can then tactfully turn the opportunity to your
advantage.