Food and Beverage Service

FOOD AND BEVERAGE SERVICE
CONTENTS
Page Nos.
UNIT I
Lesson 1 Introduction to Hotel Industry
Lesson 2 Restaurant
Lesson 3 Waiter
3 - 12
13 - 28
29 36
UNIT II
Lesson 4 Restaurant Operating Equipments
Lesson 5 Ancillary Departments
Lesson 6 Preparation for Service
39 - 62
63 - 68
69 76
UNIT III
Lesson 7 The Menu
Lesson 8 Forms and Techniques of Service
79 - 94
95 110
UNIT IV
Lesson 9 Breakfast
Lesson 10 Beverages
113 - 124
125 142
UNIT IV
Lesson 11 Order Taking Procedures in a Restaurant
Lesson 12 Savoury
Lesson 13 Ice Cream
145 - 158
159 - 166
167 178
Unit I
Introduction to catering - Different types of catering establishments.

Relationship of catering industry with other industries.
Staff organization in different types of restaurants, duties & responsibilities of

restaurant staff.
Classification of restaurants. Types of restaurants, status of a waiter,

attributes of a waiter.
Unit II
Classification of operating equipments used in restaurants & their uses.
Ancillary departments, still room, pantry, hot plates.
Restaurant service Mise-en-scene, Mise-en-place.
Table laying- Points to remember when laying a table.
Uses of a dummy waiter
Unit III
Menu- Meaning, types, food & their usual accompaniments, French classical
menu.
Types of service- Different styles, factors influencing styles of serviceadvantages & disadvantages.
Unit IV
Breakfast- Types, cover laying, terms used.
Classification of beverages- Preparation of non alcoholic beverages, examples

of
Non - alcoholic beverages.
Unit V
Order taking procedures in restaurants. Room service- types, order taking

procedures for room service-telephone, door hangers.
Cover laying for foods- Hors doeuvre, fish, main course, sweet, cheese, and
savory.
Savory- examples types.
Ice cream meaning, categories
MODEL QUESTION PAPER

1.
i) What do you mean by catering management?

ii) Give a brief note about catering establishments.
iii) Give a brief note about the relationship between the catering industry and
all other industries.
2. i) Explain in your own words about the various types of restaurants.

ii) Give a brief note about the fast-food restaurants.
iii) Explain in detail about the staff organization in hotel industry.
iv) What are the duties and responsibilities of the restaurant staffs?
3.
i) List the basic rules of the Waiters described by Wilfred Gowers-Round.

ii) Enumerate briefly about the status of a Waiter in a hotel industry.
iii) Explain in detail about the attributes of a Waiter.
iv) List out the undesirable qualities of a Waiter.
4.
i) Explain about the ancillary departments of a restaurant.

ii) Give a brief note about the stillroom.
iii) Explain in your own words about the hotplate.
5. i) What do you need to know about the menu, and why is this important?
ii) Enumerate the different types of menus in detail.
iii) Differentiate a la carte menu with table d'hte menu.
iv) What are the basic principles for organizing a menu?
v) List the thirteen courses of French Classic Menu with suitable example.
6.
i) What are the various styles of service? Discuss the salient differences
among them.
ii) Enumerate the service techniques.
iii) What is the difference between serving food with one hand and serving
food with both hands?
7. i) What are the cover to be used with savory and the accompaniments with
savory dishes?
ii) What are canaps?
iii) Explain:
a) Tarlettes
b) Souffls
c) Croutes
d) Bouches
8. i) Differentiate between sherbet and sorbet.
ii) Differentiate between premium, regular and low fat ice cream.
iii) Frequent removal of ice cream from the freezer is undesirable. Why?
iv) What are the different types of ice cream available?
v) What are the ingredients commonly used in making ice cream?
LESSON 1
INTRODUCTION TO CATERING INDUSTRY
CONTENTS
1.0Aims and Objectives

1.1 Introduction
1.2 Catering Industry
1.3 Catering Segments
1.4 Types of Catering
1.4.1 On-Premise Catering
1.4.2 Off-Premise Catering
1.5 Types of Catering Establishments
1.5.1 Restaurant
1.5.2 Transport Catering
1.5.2.1
1.5.2.2
1.5.2.3
1.5.2.4
1.5.3
1.5.4
1.5.5
1.5.6
1.5.7
1.5.8
Airline Catering
Railway Catering
Ship Catering
Surface Catering
Outdoor Catering
Retail Store Catering
Club Catering
Welfare Catering
Industrial Catering
Leisure-Linked Catering
1.6 Relationship between Catering and All Other Industries

1.7 Let us Sum Up
1.8 Lesson End Activity
1.9 Key Words
1.10 Questions for Discussion
1.0
AIMS AND OBJECTIVES

After studying this lesson, student should be able to:
Discuss about the catering industry.
Identify catering segments.

Define on-premise and off-premise catering.
Understand the relationship between catering industry and other industries.
1.1 INTRODUCTION
Hospitality is probably the most diverse but specialized industry in the world.
It is certainly one of the largest, employing millions of people in a bewildering array
of jobs around the globe. Sectors range from the glamorous five-star resort to the
less fashionable, but arguably more specialized, institutional areas such as
hospitals, industrial outfits, schools and colleges. Yet of these many different
sectors, catering has to be the most challenging. Whatever the size of the catering
operation, the variety of opportunities available is endless. The sky is the limit with
catering.
1.2 CATERING INDUSTRY
The food service industry (catering industry in British English) encompasses
those places, institutions and companies that provide meals eaten away from home.
This industry includes restaurants, schools and hospital cafeterias, catering
operations, and many other formats, including on-premises and off-premises
caterings. Catering is a multifaceted segment of the food service industry. There is a
niche for all types of catering businesses within the segment of catering. The food
service industry is divided into three general classifications: commercial segment,
noncommercial segment, and military segment. Catering management may be
defined as the task of planning, organizing, controlling and executing. Each activity
influences the preparation and delivery of food, beverage, and related services at a
competitive, yet profitable price. These activities work together to meet and exceed
the customers perception of value for his money.
1.3 CATERING SEGMENTS
Catering management is executed in many diverse ways within each of the

four segments. The first, commercial segment, traditionally considered the profit
generating operation, includes the independent caterer, the restaurant caterer, and
the home-based caterer. In addition, hotel / motel and private club catering
operations are also found in this category.
FOOD SERVICE CATERING INDUSTRY

Military
Segment
1. Military
Functions
2. Diplomatic
Functions
Commercial
Segment
1. Independent
Caterers
Non-commercial Segment
1. Business / Industry
Accounts
2. Hotel / Motel
Caterers
2. School Catering
3. Private Clubs
3. Health Care Facilities
4. Restaurant /
Catering Firms
4. Transportation Catering
(in-flight
catering)
5. Recreational Food Service
(amusement and theme
parks,
conference and sport arenas)
6. College and University
Catering
7. Social Organizations
(fraternal
and social clubs)
Figure 1.1 Modern Catering Categories

The figure above, illustrates how the food service catering industry is
segmented. The non-commercial segment, or the not-for profit operations, consists
of the following types of catering activities: business / industry accounts, school,
college and university catering, health care facilities, recreational food service
catering, social organizations and transportation food service catering. The military
segment encompasses all catering activities involved in association with the armed
forces and/or diplomatic events.
1.4 TYPES OF CATERING

There are two main types of catering on-premises and off premises catering
that may be a concern to a large and small caterer. On-premise catering for any
function - banquet, reception, or event that is held on the physical premises of the
establishment or facility that is organizing / sponsoring the function. On-premise
catering differs from off-premise catering, whereby the function takes place in a
remote location, such as a clients home, a park, an art gallery, or even a parking
lot, and the staff, food, and decor must be transported to that location. Off-premise
catering often involves producing food at a central kitchen, with delivery to and
service provided at the clients location. Part or all of the production of food may be
executed or finished at the location of the event. Catering can also be classified as
social catering and corporate (or business) catering. Social catering includes such
events as weddings, bar and mitzwahs, high school reunions, birthday parties, and
charity events. Business catering includes such events as association conventions
and meetings, civic meetings, corporate sales or stockholder meetings, recognition
banquets, product launches, educational training sessions, seller-buyer meets,
service awards banquets, and entertaining in hospitality suites.
1.4.1 On-Premise Catering
All of the required functions and services that the caterers execute are done
exclusively at their own facility. For instance, a caterer within a hotel or banquet hall
will prepare and cater all of the requirements without taking any service or food
outside the facility. Many restaurants have specialized rooms on-premise to cater to
the private-party niche. A restaurant may have a layout strategically designed with
three separate dining rooms attached to a centralized commercial food production
kitchen. These separate dining rooms are available at the same time to support the
restaurants operation and for reservation and overflow seating. In addition, any of
the three dining rooms may be contracted out for private-event celebrations and
may require their own specialized service and menu options. Other examples of onpremise catering include hospital catering, school, University/ college catering.
1.4.2 Off-Premise Catering
Off-premise catering is serving food at a location away from the caterers
food production facility. One example of a food production facility is a freestanding
commissary, which is a kitchen facility used exclusively for the preparation of foods
to be served at other locations. Other examples of production facilities include, but
are not limited to, hotel, restaurant, and club kitchens. In most cases there is no
existing kitchen facility at the location where the food is served. Caterers provide
single-event foodservice, but not all caterers are created equal. They generally fall
into one of three categories:
Party Food Caterers:
Party food caterers supply only the food for an event. They drop off
cold foods and leave any last-minute preparation, plus service and
cleanup, to others.
Hot Buffet Caterers:
Hot buffet caterers provide hot foods that are delivered from their
commissaries in insulated containers. They sometimes provide serving
personnel at an additional charge.
Full-Service Caterers:
Full-service caterers not only provide food, but frequently cook it to
order on-site. They also provide service personnel at the event, plus all
the necessary food-related equipment china, glassware, flatware,
cutleries, tables and chairs, tents, and so forth. They can arrange for
other services, like dcor and music, as well. In short, a full-service
caterer
1.5
TYPES OF CATERING ESTABLISHMENTS
Various catering establishments are categorized by the nature of the demands

they meet. The following are some of the catering establishments.
1.5.1 Restaurant
A restaurant is an establishment that serves the customers with
prepared food and beverages to order, to be consumed on the
premises. The term covers a multiplicity of venues and a diversity of
styles of cuisine. Restaurants are sometimes also a feature of a larger
complex, typically a hotel, where the dining amenities are provided for
the convenience of the residents and for the hotel to maximize their
potential revenue. Such restaurants are often open to non-residents
also.
1.5.2 Transport Catering
The provision of food and beverages to passengers, before, during and
after a journey on trains, aircraft and ships and in buses or private
vehicles is termed as transport catering. These services may also be
utilized by the general public, who are in the vicinity of a transport
catering unit. The major forms of modern day transport catering are
airline-catering, railways catering, ship catering and surface catering in
coaches or buses which operate on long distance routes.
1.5.2.1 Airline Catering
Catering to airline passengers on board the air craft, as well as at
restaurants situated at airport terminals is termed as airline catering.
Modern airports have a variety of food and beverage outlets to cater to
the increasing number of air passengers. Catering to passengers en

route is normally contracted out to a flight catering unit of a reputed
hotel or to a catering contractor or to the catering unit operated by the
airline itself as an independent entity.
1.5.2.2 Railway Catering
Catering to railway passengers both during the journey as well as
during halts at different railway stations is called railway catering.
Travelling by train for long distances can be very tiring; hence a
constant supply of a variety of refreshment choices helps to make the
journey less tedious. On-board meal services are also provided on long
distance trains.
1.5.2.3 Ship Catering
Ship catering is catering to cargo crew and passenger ship passengers.
Ships have kitchens and restaurants on board. The quality of service
and facilities offered depends on the class of the ship and the price the
passengers are willing to pay. There are cruises to suit every pocket.
They range from room service and cocktail bars to specialty dining
restaurants.
1.5.2.4 Surface Catering
Catering to passengers traveling by surface transport such as buses
and private vehicles is called surface catering. These eating
establishments are normally located around a bus terminus or on
highways. They may be either government run restaurants, or privately
owned establishments. Of late there has been a growing popularity of
Punjabi style eateries called dhabas on the highways .
1.5.3 Outdoor Catering
This catering includes the provision of food and drink away from home base
and suppliers. The venue is left to the peoples choice. Hotels, restaurants and
catering contractors meet this growing demand. The type of food and set up
depends entirely on the price agreed upon. Outdoor catering includes catering for
functions such as marriages, parties and conventions .
1.5.4 Retail Store Catering
Some retail stores, apart from carrying on their primary activity of retailing
their own wares, provide catering as an additional facility. This type of catering
evolved when large departmental stores wished to provide food and beverages to
their customers as a part of their retailing concept. It is inconvenient and time
consuming for customers to take a break from shopping, to have some
refreshments at a different location. Thus arouse the need for some sort of a dining
facility in the retail store itself. This style of catering is becoming more popular and
varied nowadays.
1.5.5 Club Catering

Club catering refers to the provision of food and beverages to a restricted
member clientele. Some examples of clubs for people with similar interests are turf
clubs, golf clubs, cricket clubs etc. The service and food in these clubs tend to be of
a fairly good standard and are economically priced. Night clubs are usually situated
in large cities that have an affluent urban population. They offer entertainment with
good food and expensive drinks.
1.5.6 Welfare Catering
The provision of food and beverages to people to fulfill a social obligation,
determined by a recognized authority, is known as welfare catering. This grew out
of the welfare state concept, prevalent in western countries. It includes catering in
hospitals, schools, colleges, the armed forces and prisons.
1.5.7 Industrial Catering

The provision of food and beverages to people at work, in industries and
factories at highly subsidized rates is called industrial catering. It is based on the
assumption that better fed employees at concessional rates are happy and more
productive. Catering for a large workforce may be undertaken by the management
itself, or may be contracted out to professional caterers. Depending on the choice of
the menu suggested by the management, catering contractors undertake to feed
the workforce for a fixed period of time at a predetermined price.
1.5.8 Leisure-Linked Catering
This type of catering refers to the provision of food and beverages to people
engaged in rest and recreation activities. This includes sale of food and beverages
through different stalls and kiosks at exhibitions, theme parks, galleries and
theatres. The increase in the availability of leisure time and a large disposable
income for leisure activities has made it a very profitable form of catering.
1.6
RELATIONSHIP BETWEEN CATERING INDUSTRY AND ALL OTHER
INDUSTRIES
Food is the sustainer of life regardless of whether they belong to animal kingdom
or plant kingdom. All living beings consume food as they come in nature.
Subsequently they may convert the raw natural food into usable form on their own.
This transformation never involves the art and science of coking, which is a
specialty of human beings alone.
Importance of food for the human beings is amply, accurately and appropriately
stated in the following age old sayings: hungry man is an angry man and even
the army marches on stomach where stomach implies food Employment of largest
number of people in the world in general terms (at home) and in commercial terms
(catering) is in food preparation and servicing. Roughly half the world population
(women) is actively engaged in the art and science of food production and then
along comes reproduction.
Food production, simply stated, is the transformation of raw food material into
palatable, appetizing and easily palatable tasty food. Unlike all other living
organisms, man has to buy food by paying money. Where does the money come
from? It comes only from industries. Any industry in the world has the primary
objective of making money. Money so generated by the industrial activity is shared
between the employer and the employee, however disproportionate it may be.
Money so shared is used to take care of the three important objectives: food,
clothing and residence. Whatever left after meeting these primary objectives may
go towards acquiring wealth.
As clearly stated above, food is the very basis of existence or survival. To buy
food, man needs money. The money comes or must come from industries, all of
which have the primary objective of making money and share with those who help
generate it. Since the raw food needs to be transformed into palatable food fit for
consumption which is achieved, as already stated, through general cooking
(household) or commercial cooking (catering). Therefore, there is no industry in the
world which is not directly or indirectly, one way or the other, related to the food
(catering) industry. Commercial food industry or the catering industry is the only
industry that provides food, at a price, away from home. Various types of catering
services available would include general or specialty services such as transport
catering, welfare catering, industrial catering, etc.
CHECK YOUR PROGRESS
1. True or False
(i)Food service Industry is different from catering industry.
(ii) Party food caterers supply only the food for an event.
(iii) Full service caterers do not supply food.
(iv) Provision of food to passengers is termed as transport catering.
2. Classify food service industry.
3. What are the two main types of catering?
4. What is off-premises catering?

5. What is leisure catering?
6. Name five examples for the non-commercial catering segments.

7. What is transport catering?
1.7 LET US SUM UP

The catering industry encompasses those places that provide meals to the
customer at cost. Catering industry may be of on-premises and off-premises
types. On-premises catering refer to the preparation and serving of food at the
place where the function is held, whereas, off-premises involve producing food at a
central kitchen and service provided at the clients location. The catering industry is
divided into three segments, viz. commercial, noncommercial and military.
Catering management may be defined as the task of planning, organizing,
controlling and executing in food preparation and serving. Catering can also be
classified as social catering and corporate (or business) catering.
The catering establishments are categorized by the nature of the demands they
meet. Restaurants , transport catering ( airline catering, railway catering, s hip
catering, surface catering), outdoor catering, retail store catering, club catering,
welfare catering, industrial catering and leisure catering are some of the types of
catering establishments.
There is no industry in the world which is not directly or indirectly, one way or
the other, related to the catering industry. Commercial catering industry is the only
industry that provides food, at a price, away from home.
1.8
LESSON END ACTIVITY
1. Visit a restaurant and take a note on the food serving method.
2. Visit a hotel that serve buffet lunch and note down the food items served.
3. Attend a function and note down how the food is prepared and served to the
visitors at the function.
1.9
KEY WORDS
Catering - Providing food and services

Niche - Elite or top class or special segment
On-premises - Food prepared and served at the place where the function is held
Off-premises - Food prepared in a place away from the place where it is served
Banquet - Grand function including food served for the invited dignitaries
Commissary - Free standing kitchen facility used to prepare food for off-premises
catering
Cargo crew - Crew or staff employed on board cargo ships
Punjabi daba - Restaurant which specializes in Punjabi food
Bewildering - Incomprehensible
1.10 QUESTIONS FOR DISCUSSION
1. What do you mean by catering management?
2. Briefly describe about the on-premise catering.
3. Give a brief note about catering establishments.
4. Explain in your own words about the catering segments.
5. Give a brief note about the relationship between the catering industry and all
other industries.
CHECK YOUR PROGRESS ANSWER
1. i) False
ii) True
iii) False
iv) True
2. Food service industry is divided into three general classifications, viz.

commercial segment, non-commercial segment and military segment.
3. On-premises catering and off-premises catering.
4. Off-premises catering is serving food at a location away from the caterers
food production facility.
5. Leisure catering refers to the provision of food to people engaged in rest and
recreation activities.
6. i) Business / Industry Accounts,
ii) School Catering,
iii) Health Care Facilities,
iv) Transportation Catering (in-flight catering),
v) Recreational Food Service (amusement and theme parks, conference and
sport arenas)
7. The provision of food and beverages to passengers before, during and after a
journey on trains, aircraft, and ships and in buses or private vehicle is termed
as transport catering.
LESSON 2
RESTAURANT
CONTENTS
2.0Aims and Objectives
2.1 Introduction
2.2 Restaurant
2.3 Classification of Restaurants
2.4 Types of Restaurant
2.4.1 Cafeterias
2.4.2 Fast-food Restaurants
2.4.3 Casual Restaurants
2.4.4 Fast Casual-dining Restaurants
2.4.5 Other Restaurants
2.5 Staff Organization
2.6 Duties and Responsibilities of Restaurant Staff
2.6.1 Food and Beverage Manager
2.6.2 Assistant Food and Beverage Manager
2.6.3 Restaurant Manager
2.6.4 Room Service Manager
2.6.5 Bar Manager
2.6.6 Banquet Manager

2.6.7 Other Staff Designations at Various Levels
2.7 Let us Sum Up
2.9 Key Words
2.0
AIMS AND OBJECTIVES
In this lesson we shall discuss about the restaurants. After completion of this
lesson you will be able to understand:
Restaurants and their classification.

Types of restaurant.
Staff organization
Duties and responsibilities of restaurant staffs
2.1 INTRODUCTION
Eating is one of lifes pleasure and pride so is cooking and serving good food to
others. A restaurant is a commercial outfit which specializes in the preparation of
quality food and to serve them to satisfy the customers demands. Their motto is
Customers are our assets and satisfied customers are our source of wealth.
Restaurants do have state of the art kitchens in their premises, where food items
are prepared, following a fixed menu to serve the customers. Most restaurants are
also equipped with infrastructure facilities, table settings, and dining halls of various
sizes to cater to needs of small gatherings to grandiose banquets to suit customer
demands and above all, trained personnel to provide a satisfactory service.
The term restaurant (from the French word restaurer, to restore) first
appeared in the 16th century, meaning "a food which restores", and referred
specifically to a rich, highly flavored soup. The modern sense of the word was born
around 1765 when a Parisian soup-seller named Boulanger opened his
establishment. Whilst inns and taverns were known from antiquity, these were
establishments aimed at travelers, and in general locals would rarely eat there. The
modern formal style of dining, where customers are given a plate with the food
already arranged on it, is known as service la russe, as it is said to have been
introduced to France by the Russian Prince Kurakin in the 1810s, from where it
spread rapidly to England and beyond.
2.2 RESTAURANT
A restaurant is a retail establishment that serves prepared food to customers.
Service is generally for eating on premises, though the term has been used to
include take-out establishments and food delivery services. The term covers many
types of venues and a diversity of styles of cuisine and service.
Restaurants are sometimes a feature of a larger complex, typically a hotel,
where the dining amenities are provided for the convenience of the residents and,
of course, for the hotel with a singular objective to maximize their potential
revenue. Such restaurants are often also open to non-residents.
Restaurants range from unpretentious lunching or dining places catering to
people working nearby, with simple food and fixed menu served in simple settings
at low prices, to expensive establishments serving expensive specialty food and
wines in a formal setting. In the former case, customers usually wear casual
clothing. In the latter case, depending on culture and local traditions, customers
might wear semi-casual, semi-formal, or even in rare cases formal wear. Typically,
customers sit at tables, their orders are taken by a waiter, who brings the food when
it is ready, and the customers pay the bill before leaving. In class or porches
restaurants there will be a host or hostess or even a matre d'htel to welcome
customers and to seat them. Other staffs waiting on customers include busboys
and sommeliers.
2.3 CLASSIFICATION OF RESTAURANTS
Restaurants can be classified by whether they provide places to sit, whether
they are served by wait-staff and the quality of the service, the formal atmosphere,
and the price range. Restaurants are generally classified into three groups:
1. Quick Service - Also known as fast-food restaurants. They offer limited menus
that are prepared quickly. They usually have drive-thru windows and take-out.
They may also be self service outfits.
2. Mid scale - They offer full meals at a medium price that customers perceive
as "good value." They can be o f full service, buffets or limited service with
customers ordering at the counter and having their food brought to them or
self service.
3. Upscale - Offer high quality cuisine at a high end price. They offer full service
and have a high quality of ambience.
2.4 TYPES OF RESTAURANTS
Restaurants often specialize in certain types of food or present a certain

unifying, and often entertaining, theme. For example, there are seafood restaurants,
vegetarian restaurants or ethnic restaurants. Generally speaking, restaurants selling
"local" food are simply called restaurants, while restaurants selling food of foreign
origin are called accordingly, for example, a Chinese restaurant and a French
restaurant.
Depending on local customs and the policy of the establishment, restaurants
may or may not serve alcoholic beverages. Restaurants are often prohibited from
selling alcohol without a meal by alcohol sale laws; such sale is considered to be
activity for bars, which are meant to have more severe restrictions. Some
restaurants are licensed to serve alcohol (fully licensed), and / or permit customers
to bring your own alcohol.
2.4.1 Cafeterias
A cafeteria is a restaurant serving mostly cooked ready to food arranged
behind a food-serving counter. There is little or no table service. Typically, a patron
takes a tray and pushes it along a track in front of the counter. Depending on the
establishment, servings may be ordered from attendants, selected as ready-made
portions already on plates, or self-serve of food of their own choice. In some
establishments, a few items such as steaks may be ordered specially prepared rare,
medium and well done from the attendants. The patron waits for those items to be
prepared or is given a number and they are brought to the table. Beverages may be
filled from self service dispensers or ordered from the attendants. At the end of the
line a cashier rings up the purchases. At some self-service cafeterias, purchases are
priced by weight, rather than by individual item.
The trays filled with selected items of food are taken to a table to eat.
Institutional cafeterias may have common tables, but upscale cafeterias provide
individual tables as in sit-down restaurants. Upscale cafeterias have traditional
cutlery and crockery, and some have servers to carry the trays from the line to the
patrons' tables, and/ or bus the empty trays and used dishes.
Cafeterias have a wider variety of prepared foods. For example, it may have a
variety of roasts (beef, ham, turkey) ready for carving by a server, as well as other
cooked entres, rather than simply an offering of hamburgers or fried chicken.
2.4.2 Fast-Food Restaurants
Fast-food restaurants emphasize speed of service and low cost over all other
considerations. A common feature of newer fast food restaurants that distinguishes
them from traditional cafeteria is a lack of cutlery or crockery; the customer is
expected to eat the food directly from the disposable container it was served in
using their fingers.
There are various types of fast-food restaurant:
One collects food from a counter and pays, then sits down and starts eating
(as in a self-service restaurant or cafeteria); sub-varieties:
One collects ready portions
One serves oneself from containers
One is served at the counter
A special procedure is that one first pays at the cash desk, collects a coupon
and then goes to the food counter, where one gets the food in exchange for
the coupon.
One orders at the counter; after preparation the food is brought to one's
table; paying may be on ordering or after eating.
A drive-through is a type of fast-food restaurant without seating; diners
receive their food in their cars and drive away to eat
Most fast-food restaurants offer take-out: ready-to-eat hot food in disposable
packaging for the customer to eat off-site.
2.4.3 Casual Restaurants
A casual dining restaurant is a restaurant that serves moderately-priced food
in a casual atmosphere. Except for buffet style restaurants, casual dining
restaurants typically provide table service. Casual dining comprises of a market
segment between fast food establishments and fine dining restaurants.
2.4.4 Fast Casual-Dining Restaurants
A fast casual restaurant is similar to a fast-food restaurant in that it does not
offer full table service, but promises a somewhat higher quality of food and
atmosphere. Average prices charged are higher than fast-food prices and nondisposable plates and cutlery are usually offered. This category is a growing concept
that fills the space between fast food and casual dining.
Counter service accompanied by handmade food (often visible via an open
kitchen) is typical. Alcohol may be served. Dishes like steak, which require
experience on the part of the cook to get it right, may be offered. The menu is
usually limited to an extended over-counter display, and options in the way the food
is prepared are emphasized.
Many fast casual-dining restaurants are marketed as health conscious:
healthful items may have a larger number of items than normal portion of the menu
and high-quality ingredients such as free range chicken and freshly made salsas
may be advertised. Overall, the quality of the food is presented as a much higher
class than conventional factory-made fast food. An obvious ethnic theme may or
may not be present in the menu.
2.4.5 Other Restaurants
Most of these establishments can be considered subtypes of fast casualdining restaurants or casual-dining restaurants.
i)
Caf
Cafs and coffee shops are informal restaurants offering a range of hot meals
and made-to-order sandwiches. Cafs offer table service. Many cafs are
open for breakfast and serve full hot breakfasts. In some areas, cafs offer
outdoor seating.
ii)
Coffeehouse
Coffeehouses are casual restaurants without table service that emphasize

coffee and other beverages; typically a limited selection of cold foods such as
pastries and perhaps sandwiches are offered as well. Their distinguishing
feature is that they allow patrons to relax and socialize on their premises for
long periods of time without pressure to leave promptly after eating.
iii)
Pub
A pub (short for public house) is a bar that serves simple food fare.
Traditionally, pubs were primarily drinking establishments with food in a
decidedly secondary position, whereas the modern pub business relies on
food as well, to the point where gastro pubs are known for their high-quality
pub food. A typical pub has a large selection of beers and ales on tap.
iv)
Bistros and Brasserie
A brasserie is a caf doubling as a restaurant and serving single dishes and

other meals in a relaxed setting. A bistro is a familiar name for a caf serving
moderately priced simple meals in an unpretentious setting. Especially in
Paris, bistros have become increasingly popular with tourists. When used in
English, the term bistro usually indicates either a fast casual-dining
restaurant with a European-influenced menu or a caf with a larger menu of
food.
v)
Family Style
"Family style restaurants" are restaurants that have a fixed menu and fixed
price, usually with diners seated at a communal table such as on bench
seats. More common in the 19th and early 20th century, they can still be
found in rural communities, or as theme restaurants, or in vacation lodges.
There is no menu to choose from; rather food is brought out in courses,
usually with communal serving dishes, like at a family meal. Typical examples
can include crab houses, German-style beer halls, BBQ restaurants, hunting
lodges, etc. Some normal restaurants will mix elements of family style, such
as a table salad or bread bowl that is included as part of the meal.
vi)
BYO Restaurant
BYO Restaurant is restaurants and bistros which do not have a liquor license.
vii)
Delicatessens Restaurant
Restaurants offering foods intended for immediate consumption. The main

product line is normally luncheon meats and cheeses. They may offer
sandwiches, soups, and salads as well. Most foods are precooked prior to
delivery. Preparation of food products is generally simple and only involves
one or two steps.
viii)
Ethnic Restaurants
They range from quick-service to upscale. Their menus usually include ethnic
dishes and / or authentic ethnic foods. Specialize in a particular multicultural
cuisine not specifically accommodated by any other listed categories.
Example: Asian Cuisine, Chinese cuisine, Indian Cuisine, American Cuisine
etc.
ix)
Destination Restaurants
A destination restaurant is one that has a strong enough appeal to draw

customers from beyond its community. Example: Michelin Guide 3-star
restaurant in Europe, which according to the restaurant guides is "worthy of a
journey.
2.5 STAFF ORGANISATION

Staff organization is basically concerned with matters such as the decision of
tasks within the restaurant, position of responsibility and authority and the
relationship between them. It helps in introducing the concepts of span of control,
level of management and delegation of power and responsibilities. The typical
organization chart of the Restaurant brigade is shown in the Figure 2.1. However
smaller organizations may combine a number of responsibilities according to the
needs of the particular facility.
FOOD AND BEVERAGE

FOOD AND BEVERAGE
ASSISTANT FOOD AND
BEVERAGE MANAGER
KITCHEN
EXECUTIVE
CHEF
BANQUET
MANAGER
SOUS CHEF
BANQUET
CAPTAIN
PASTRY CHEF
WAITERS
CHEF DE
PARTIE
COOK
HOUSEMEN
BAR
MANAGER
BAR CAPTAIN
BARTENDER
POOL/BARBEQ
UE MANAGER
ROOM
SERVICE
MANAGER
RESTAURA
NT
MANAGER
CAPTAIN
CAPTAIN
SERVICE
CAPTAIN
WAITER
WAITER
BUSBOY
BUSBOY
STEWARDIN
G
WAITER
TRAINEES
COMMIS
BUSBOY
APPRENTICE
S
TRAINEES
Figure 2.1 Organizational Chart of Restaurant Brigade

The various positions in the Restaurant Brigade are referred to differently in
the French, American and English hotel industry. The list below gives the different
versions.
FRENCH
MATRE
D'HTEL
RCEPTION
MATRE
D'HTEL
DE
CARR
CHEF DE RANG
DEMI CHEF DE RANG
COMMIS DEBARSSEUR
CAPTAIN
AMERICAN
SENIOR
CAPTAIN
RECEPTION
SENIOR CAPTAIN STATION
BRITISH
HEAD WAITER RECEPTION
CAPTAIN
ASSISTANT CAPTAIN
ASSISTANT STEWARD/ BUS
STATION HEAD
WAITER
ASSISTANT WAITER
HEAD WAITER STATION
BOY
APPRENTICE
APPRENTI
TRAINEE
Figure 2.2 Restaurant Brigade Positions in Different Countries

2.6 DUTIES AND RESPONSIBILITIES OF RESTAURANT STAFF
All types of catering establishments require a variety of staff positions in
order to operate effectively and efficiently. The food and beverage service
department usually has the largest staff. Able leadership and supervision is required
to effectively direct the department and guide the staff. The personnel in the food
and beverage service industry require practical knowledge of operations as even a
small error can cause displeasure to the guest. Coordination of activities of all
outlets is essential to provide the guest with quality service at all times. Teamwork
is the watchword in any food and beverage service department. A dedicated and
committed team, with able leadership, under ideal working conditions, helps in
fulfilling the establishment's ultimate goal of guest satisfaction. The important
duties and responsibilities of the restaurant staffs are discussed in this section.
2.6.1 Food and Beverage Manager
The food and beverage manager is the head of the food and beverage service
department, and is responsible for its administrative and operational work. Food and
Beverage Managers direct, plan and control all aspects of food and beverage
services.
Food and Beverage Managers require excellent sales and customer service
skills, proven human resource management skills, and good communication and
leadership skills. Desired knowledge for this position includes knowledge of the
products, services, sector, industry and local area, and knowledge of relevant
legislation and regulations, as well. Hence it is said that food and beverage
manager is a Jack-of-all-trades, as the job covers a wide variety of duties.
In general, food and beverage manager is responsible for:

i)
Budgeting
The food and beverage manager is responsible for preparing the budget
for the department. He should ensure that each outlet in the department
achieves the estimated profit margins.
ii)
Compiling New Menus and Wine Lists
In consultation with the chef, and based on the availability of ingredients

and prevailing trends, the food and beverage manager should update and if
necessary, compile new menus. New and updated wine lists should also be
introduced regularly.
iii)
Quality Control
The food and beverage manager should ensure quality control in terms of
efficiency in all service areas, by ascertaining that the staffs are adequately
trained in keeping with the standards of the unit.
iv)
Manpower Development
The food and beverage manager is responsible for recruitment,

promotions, transfers and dismissals in the department. He should hold regular
meetings with section heads, to ensure that both routine as well as projected
activities of the department go on as planned. He must also give training,
motivate and effectively control staff.
2.6.2 Assistant Food and Beverage Manager
The assistant food and beverage manager assists the food and beverage
manager in running the department by being more involved in the actual day-to-day
operations. This position exists only in large organizations. An assistant food and
beverage manager's job includes:
i)
Assisting section heads during busy periods.
ii)
Taking charge of an outlet, when an outlet manager is on leave.
iii)
Setting duty schedules for all the outlet managers and monitoring their
performance.
iv)
Running the department independently in the absence of the food and

beverage manager.
2.6.3 Restaurant Manager
Restaurant Manager is responsible for directing and supervising all activities

pertaining to employee relation, food production, sanitation, guest service and
operating profits. The restaurant manager is either the coffee shop manager, bar
manager or the specialist restaurant manager. The restaurant manager reports
directly to the food and beverage manager and has overall responsibility for the
organization and administration of a particular outlet or a section of the food and
beverage service department. The restaurant manager's job includes:
i)
Setting and monitoring the standards of service in the outlets.
ii)
Administrative duties such as setting duty charts, granting leave,

monitoring staff positions, recommending staff promotions and handling
issues relating to discipline.
iii)
Training the staff by conducting a daily briefing in the outlet.
iv)
Playing a vital role in public relations, meeting guests in the outlets and
attending to guest complaints, if any.
v)
Formulating the sales and expenditure budget for the outlet.
vi)
Planning food festivals to increase the revenue and organizing

advertisement campaign of the outlet along with the chef and the food
and beverage manager.
2.6.4 Room Service Manager

The room service manager reports directly to the food and beverage
manager and is responsible for the room service outlet. The room service manager
checks that the service rendered to the guests conforms to the standards set by the
hotel. He also monitors all operational aspects of the outlet such as service, billing,
duty charts, leave and absenteeism, in addition to attending to guest complaints
regarding food and service.
The room service manager is also in charge of the sales and expenditure
budget. The room service is most liable to have problems. The room service
manager should ensure coordination among the room service order taker, the
captain and the waiter. It is necessary for the room service manager to be present
in the outlet during peak hours to interact with other departments of the hotel and
to take regular momentums of all the equipment used In the event of the hotel
offering valet service and the room service manager takes charge of that service as
well.
2.6.5 Bar Manager
Bar Manager organizes and controls a bar's operations. A bar manager
arranges the purchase and pricing of beverages according to budget; selects, trains
and supervises bar staff; maintains records of stock levels and financial
transactions; makes sure bar staff follow liquor laws and regulations; and checks on
customer satisfaction and preferences.The bar manager should have good
interpersonal skills and good memory. He must be efficient and speedy, must enjoy
working with people. He should have good cash-handling skills.
2.6.6 Banquet Manager
The banquet manager supervises the banquet operations, sets up breakdown service according to the standards established by the hotel. He co-ordinates
the banquet service in conjunction with other departments involved and prepares
weekly schedules for the banquet personnel.
From the time the bookings are done till the guest settles the bill, the
banquet manager is in charge of all aspects of banquet and conference operations.
He supervises the work of the banquet sales assistants, who do the banquet
bookings and the captains and waiters who perform the food and beverage service
activities under his guidance. He is responsible for organizing everything right down
to the finest detail.
The banquet manager projects the budget of the banquets, and works in
close coordination with the chef in preparing menus. He is responsible for making
an inventory of all the banquet equipment and maintaining a balance between
revenue and expenditure. Banquet managers may also be designated as assistant
managers in the food and beverage service department.
2.6.7 Other Staff Designations at Various Levels
The following are the various designations with their job specifications in the
food and beverage department.
i)
Senior Captain or Maitre d Hotel
The senior captain has overall responsibility for operations. He prepares

the duty charts in consultation with the outlet manager. He oversees the Miseen-place, cleaning, setting up of the outlet and staffing to ensure that the outlet
is always ready for service. The senior captain receives the guests and hands
them over to the captain or station holder. He takes orders from guests if the
captain is unable to do so. The senior captain should be an able organizer and
also be prepared to take over the duties of any member of the staff as and when
required.
ii)
Reception Head Waiter
This staff member is responsible for accepting any booking and for
keeping the booking diary up-to-date. He / she will reserve tables and allocate
these reservations to particular stations. The reception head waiter greets
guests on arrival and takes them to the table and seats them.
iii)
Captain / Chef de Rang
This position exists in large restaurants, as well as in the food and

beverage service department of all major hotels. The captain is basically a
supervisor and is in charge of a particular section. A restaurant may be divided
into sections called Stations, each consisting of 4 to 5 tables or 20 to 24 covers.
A captain is responsible for the efficient performance of the staff in his station. A
captain should possess a sound knowledge of food and beverage, and be able to
discuss the menu with the guests. He should be able to take a guest's order and
be an efficient salesperson. Specialized service such as gueridon work involves a
certain degree of skill, and it is the captain who usually takes the responsibility
to do this work.
iv)
Waiters / Commis de Rang / Server
The waiters serve the food and beverage ordered by a guest and is part of
a team under a station captain. They should be able to perform the duties of a
captain to a certain extent and be a substitute for the captain if he is busy or not
on duty. They should; also be knowledgeable about all types of food and
beverages, so that they can effectively take an order from a guest, execute the
order and serve the correct dish with its appropriate garnish and
accompaniment. They should be able to efficiently coordinate with the other
staff in the outlet.
v)
Trainee / Commis De Barraseur
The trainees work closely with the waiters, fetching orders from the
kitchen and the bar, and clearing the side station in a restaurant. They serve
water and assist the waiter. They are mainly responsible for the mise-en-place,
and stacking the side board with the necessary equipment for service. The
debarrasseur is the learner, having just joined the food service staff, and
possibly wishing to take up food service as a career.
vi)
Wine Waiter / Sommelier
Wine waiters have an important role to play in reputed establishments.

Their job is to take orders for the service of wine and alcoholic beverages and
serve them during the meal. Hence they should be knowledgeable about wines
that accompany a particular dish and the manner in which they should be
served. They should also be aware of the licensing laws prevalent in the city and
should be efficient sales persons.
vii)
Room Service Waiters / Chef Detage
Room service waiters work in the room service outlet, serving food and
beverage to guests in their rooms. The order is placed by the guest on
telephone, and is recorded on a Kitchen Order Ticket (K.O.T). It is then passed on
to the duty captain. The duty captain in turn places the order in the kitchen or
the bar, as the case may be. The room service waiter, who has been assigned
that order, sets the tray according to the food or beverage ordered, picks up and
delivers the order when it is ready.
viii)
Carver / Trancheur
The carver is responsible for the carving trolley and the carving of joints at
the table as required. The carver will plate up each portion with the appropriate
accompaniment.
ix)
Floor Service Staff / Floor Waiter
The floor service staffs are often responsible for an entire floor in an
establishment or, depending on the size of the establishment, a number of
rooms or suites. Floor service of all meals and breakfast is offered either
throughout the day or in a limited time depending on the size of the
establishment. The floor service staff would normally work from a floor pantry or
from a central kitchen with all food and drink reaching the appropriate floor and
the required room by lift and in a heated trolley.
x)
Lounge staff / Chef de sale
Lounge staff may deal with lounge service as a specific duty only in a first
class establishment. The lounge staff is responsible for the service of morning
coffee, afternoon teas, aperitifs and liqueurs before and after both lunch and
dinner, and any coffee top ups required after meals. They would be responsible
for setting up the lounge in the morning and maintain its cleanliness and
presentation throughout the day.
xi)
Cocktail Bar Staff
The person who works on the cocktail bar must be responsible, well
versed in the skills of shaking and stirring cocktails and should have thorough
knowledge of all alcoholic and non-alcoholic drinks, the ingredients necessary for
the making of cocktails and of the licensing laws.
xii)
Buffet Assistant / Buffet Chef / Chef de buffet
The chef de buffet is in charge of the buffet in the room, its presentation,
the carving and portioning of food and its service. This staff would normally be a
member of the kitchen team. The cashier is responsible for the takings of the
food and beverage operation. This may include making up bills from food and
drink check or, alternatively, in a cafeteria, for example, charging customers for
their selection of items on a tray.
xiii)
Counter Assistants
Counter assistants are found in cafeterias where they would stock the
counter and sometimes serve or portion food for customers. Duties may also
include some cooking of call order items.
xiv)
Table Clearers
Table clearers are responsible for clearing tables and trolleys, specially
designed for good stacking of crockery, glassware, cutlery, etc.
CHECK YOUR PROGRESS

1. What is a restaurant?
2. Restaurants are classified into how many groups and what are they?
3. Differentiate between caf and coffeehouse.
4. Who is the head of the food and beverage service department and what he /
she are responsible for?
5. What are pubs?
2.7 LET US SUM UP
A restaurant is a retail establishment that serves prepared food to customers.
Service is generally for eating on premises, though the term has been used to
describe take-out establishments and food delivery services. The term covers many
types of venues and a diversity of styles of cuisine and service. Restaurants often
specialize in certain types of food or present a certain unifying, and often
entertaining, theme. For example, there are seafood restaurants, vegetarian
restaurants or ethnic restaurants. Generally speaking, restaurants selling "local"
food are simply called restaurants, while restaurants selling food of foreign origin
are called accordingly, for example, a Chinese restaurant and a French restaurant.
Restaurants can be classified by whether they provide places to sit, whether they
are served by wait-staff and the quality of the service, the formality of the
atmosphere, and the price range. Staff organization is basically concerned with
matters such as the decision of tasks within the hotel, position of responsibility and
authority and the relation between them. It helps in introducing the concepts of
span of control, level of management and delegation. Teamwork is the watchword in
any food and beverage service department. A dedicated and committed team, with
able leadership, under ideal working conditions,

establishment's ultimate goal of guest satisfaction
helps
in
fulfilling
the
2.8 LESSON END ACTIVITY

1. Visit restaurants in your town and in nearby metro. Note down their kitchen
facilities, infrastructure facilities and service aspects.
2.9 KEY WORDS

Unpretentious - Not elaborate or showy, as in appearance or style
Busboys - A restaurant employee who clears away dirty dishes, sets tables, and
serves as an assistant to a waiter or waitress.
Sommeliers - A restaurant employee who orders and maintains the wines sold in
the restaurant and usually has extensive knowledge about wine and food pairings.
Dispensers - One that dispenses or gives out, especially a machine or container
that allows the contents to be removed and used in convenient or prescribed
amounts.
Buffet - A counter or table from which meals or refreshments are served. A meal at
which guests serve themselves from various dishes displayed on a table or
sideboard.
Ethnic - Of, relating to, or characteristic of a sizable group of people sharing a
common and distinctive racial, national, religious, linguistic, or cultural heritage.
Being a member of a particular ethnic group, especially belonging to a national
group by heritage or culture but residing outside its national boundaries.
Bistros - A small bar, tavern, or nightclub. A small, informal restaurant serving
wine.
Banquet - A ceremonial dinner honoring a particular guest or occasion.
Brasserie - A brasserie is a caf doubling as a restaurant and serving single dishes

and other meals in a relaxed setting.
Bistro - A bistro is a familiar name for a caf serving moderately priced simple
meals in an unpretentious setting.
1. Explain in your own words about the various types of restaurants.
2. Give a brief note about the fast-food restaurants.
3. What are casual-dining restaurants? Explain a few in detail.
4. Explain in detail about the staff organization in hotel industry.
5. What are the duties and responsibilities of the restaurant staffs?

1. A restaurant is a commercial outfit which specializes in the preparation of
quality food and to serve them to satisfy the customers demand.
2. Restaurants are generally classified into three groups. They are quick service
(fast-food) restaurants, mid scale restaurants and upscale restaurants.
3. Cafs and coffee shops are informal restaurants offering a range of hot meals
and made-to-order sandwiches. Coffeehouses are casual restaurants without
table service that emphasize coffee and other beverages with sandwiches.
4. Food and Beverage Service Manager is the head of the food and beverage
service department. The F&B Service Manager is responsible for budgeting,
compiling new menus, quality control and manpower development.
5. Pubs were primarily drinking establishments with food in a decidedly
secondary position.
LESSON 3
WAITER
CONTENTS
3.1 Aims and Objectives
3.2Introduction
3.3 Waiter
3.3Status of a Waiter
3.4Attributes of a Waiter
3.5Undesirable Qualities of a Waiter
3.6Let us Sum Up
3.7Lesson End Activity
3.8Key Words
3.9Questions for Discussion
3.0
AIMS AND OBJECTIVES
In this lesson we shall discuss about the status and attributes of a waiter. After
completion of this lesson you will be able to understand:
Waiter and his duties
Attributes of the waiter.
3.1INTRODUCTION
A successful restaurant is one which the guests are anxious to visit again, a
place where they feel as comfortable as in their own homes. This pleasant
atmosphere is produced by courtesy; good well-cooked food; advice in selecting
from the available dishes; a knowledge of how they are prepared; and quiet,
efficient, but unostentatious, service. It is by these amenities that both buyer and
seller are satisfied and goodwill of the business increased. At the end of the visit the
customer is made to feel that he got his moneys worth in terms of both quality food
and courteous service.
Good waiters are necessary to the success and development of the hotel and
catering industry. Waiters play an important part as, in effect, an efficient salesman
of food, one who assists materially in merchandising and its accompanying services.
Waiter is in direct contact with the guests and therefore much of catering
establishments success depends on the skills, interest and personable qualities of
the waiter. The waiters are prompted to develop tact and initiative and by keeping
their brains active and reveal their personality.
The English writer, Wilfred Gowers-Round, wrote a number of Rules for

Waiters that he called a Manifesto.
A waiter's job is to serve and never to impose himself.
The goal of waiting is inconspicuous but pleasing service.
Waiters must be clean and smart and should never wear cologne.
Under no circumstances should a waiter ever touch a diner.

Wine glasses should never be filled too full.
Unasked for advice should never be offered.
If diners are content to pour the wine themselves, let them.
Unless asked, no plates should be removed until all have been finished.
Women diners should be afforded respect equal to men. While attending to
the customer, the waiter should make sure the diners coffee cup / water
goblet, bread basket, butter, sugar, cream and clean ashtray are kept full at
all times.
The bill should be placed on the table without ceremony.
If the diners so desires, the waiter should carry the money to the cash
counter, pay the bill and return the balance to the diner.
3.2 WAITER
Waiting staff, wait staff, or wait staff are those who work at a restaurant or a
bar attending customers - supplying them with food and drink as requested
promptly and pleasantly. The waiter is popularly known as a Steward or Commis-deRang. A female who "waits" on tables is often called a waitress. The gender-neutral
server and collective wait staff can also be used. Some people prefer to use genderneutral language, using waiter indiscriminately for males and females, waitperson,
server, or waiter.
3.3 STATUS OF A WAITER
The duties of waiting staff include preparing tables (table setting) for a meal,
taking customers' orders, serving drinks and food, and cleaning up before, during
and after servings in a restaurant. He must have knowledge of proper rules of
etiquette in order to furnish working service in either a formal or informal sitting.
Other task of a waiter includes:
1. Reports to Senior Captain / Captain to receive necessary instruction for the
shift and for any menu changes.
2.
Has to attend briefings conducted by senior captain.
3. Sets the assigned tables and ensures that the services area too is wellstocked with linen, silver, glassware, china etc. Sets up any special displays
that be used for the meal period.
4. Greets guests and sometimes assists the host/ hostess in seating guest. Fills
water glasses, serves butter, cocktails, answers questions about menu items
and makes suggestions about dishes and wine if the customer requests or
desires.
5. Takes orders on check, turns or gives over with specification the order to the
cooks with consideration to the timing of the preceding courses. Picks up all
food and all other required items from various stations.
6. May carve meats, bone fish and prepare flaming dishes or desserts at guests
table. He may assist Senior Captain for the same.
7. May serve guests from plates to the guests table.
8. Other tasks to be performed as determined by establishment from time to

time.
9. Replenishes wine, water, butter, and bread as and when required.
10. Observes the guests in order to anticipate any additional request and to
perceive when the meal has been completed.
11. After all the guests have finished each course and before the next one is
served, the waiter/ waitress should remove all soiled dishes or ensure that
the assistant steward does it.
12.When guests have finished the meal, the table is cleared and reset and ready
for the next customer.
13. Performs other tasks as directed by the supervisor. Depending on the

restaurant, other less common duties may be required, such as singing
birthday songs to customers who are celebrating a birthday. A theme
restaurant may even require staff to dance (e.g. Joe's Crab Shack). There are
now event caterers that outsource waiting staff to events and specific
functions. Silver service staffs are specially trained to serve at banquets or
high-end restaurants. They follow specific rules of service and it is a skilled
specialized job. They generally wear black and white with a long, white apron
(extending from the waist to ankle).
3.4 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 jewelry 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) Maximize Revenue
Cutting down on costs and maximizing 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 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 humored 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.
3.5 UNDESIRABLE QUALITIES OF A WAITER
i)
Forgetting to great the arriving customer pleasantly.
ii)
Letting guests seat themselves, inspite of being present near the table
and not otherwise engaged.
iii)
Refusing to assist a guest or seating a guest at a dirty table.
iv)
Serving from the wrong side, when it is possible to serve from the correct
side.
v)
Not setting tables properly and placing empty sugar bowls / cruet sets on
the table.
vi)
Forgetting to say 'Pardon me', or 'Excuse me, sir / madam, if a mistake has
been made.
vii)
Being too familiar with guests. This could lead to embarrassing situations.
viii)
Gathering in groups in operational areas and talking loudly and showing

signs of irritability with other members of the staff.
ix)
Leaving fingerprints on crockery / glassware or making a noise by

clattering the service equipment.
x)
Keeping the side station dirty or using torn or stained linen.
xi)
Forgetting a dish
accompaniments.
xii)
Overfilling water glasses or leaving them empty or leaving dirty ashtrays

on an occupied table.
xiii)
Being inattentive to a guest's needs, for example, forgetting special

instructions from the guest, such as less chilies or no onions in the food.
xiv)
Using cold plates for hot food and hot plates for cold food.
xv)
Touching food with one's hands.
xvi)
Not following the rules of quality waiting at table.
xvii)
Soliciting tips or questioning the amount of tips.
that
has
been
ordered,
CHECK YOUR PROGRESS

1. What is a manifesto?
2. Who is called as Waiter in a hotel?
3. List any three attributes that are relevant to a Waiter.
or
serving
wrong
3.6 LET US SUM UP

A successful restaurant is one which the guests are anxious to visit again.
Good waiters are necessary for the success and development of the restaurant.
Waiter is in direct contact with guests and therefore much of restaurants success
depends on the skills, interest and personal qualities of the waiter.
The waiter is also known as a Steward or Commis-de-Rang. The duties of
waiter include preparing tables (table setting) for a meal, taking customers' orders,
serving drinks and food, and cleaning up before, during and after servings in a
restaurant.
The quality of service staff in any establishment reflects the quality of the
establishment itself. The important qualities of a waiter are: personal hygiene a n d
appearance, good conduct, good memory, observation, concentration and skill,
salesmanship, ability to assume responsibility, maximize revenue, punctuality, local
knowledge, personality, attitude to customers, honesty, etc.
3.7 LESSON END ACTIVITY
1. Visit a nearby restaurant and take a note of the attributes of a waiter who is
serving food to a customer.
2. Visit another restaurant and take a note of the undesirable attributes of a
waiter who serve food to the customers.
3.8 KEY WORDS
Unostentatious - Not elaborate or showy, as in appearance or style
Amenities - Features that add to a property's desirability, such as modern
appliances and fixtures
Tact - The sense of touch
Etiquette - The practices and forms prescribed by social convention or by
authority.
Perceive - The process, act, or faculty of perceiving
Antagonist - To incur the dislike of; provoke hostility or enmity
1. List the basic rules of the Waiters described by Wilfred Gowers- Round.
2. Enumerate briefly about the status of a Waiter in a hotel industry.

3. Explain in detail about the attributes of a Waiter.
4. List out the undesirable qualities of a Waiter.
1. The rules formulated by Wilford Gowers-Round for Waiters are called a
manifesto.
2. A Waiter is one who waits on tables, often at a restaurant or a bar to attend
customers supplying them with food and drink as requested.
3. i) Personal Hygiene and Appearance
ii) Good Conduct and
iii) Good Memory
LESSON 4
RESTAURANT OPERATING EQUIPMENTS
CONTENTS
4.0 Aims and Objectives
4.1 Introduction
4.2 Service Equipments
4.3 Glassware
4.3.1 Types of Glassware
4.3.2 Handling of Glassware
4.4 Chinaware
4.4.1 Chinaware Serving Items
4.4.2 Handling of Chinaware
4.5 Tableware
4.5.1 Special Tableware
4.5.2 Stainless Steel
4.5.3 Handling of Tableware
4.6 Tables and Chairs
4.7 Side Station / Dummy Waiter
4.8 Trolleys
4.9 Linen
4.9.1
4.9.2
4.9.3
4.9.4
4.9.5
4.9.6
Table Cloths
Slip Cloths or Naperones
Napkins or Serviettes
Buffet Cloths
Trolley Cloths and Sideboard Cloths
Waiters Cloths or Service Cloths
4.10 Equipment Handling

4.10.1 Measures to Avoid Breakages
4.10.2 Do's and Dont's of Equipment Handling
4.10.3 Sanitation Standards in Handling Service Equipment
4.11 Let us Sum Up
4.13 Key Words
4.0 AIMS AND OBJECTIVES

In this lesson we shall discuss about the restaurant operating equipments. After
completion of this lesson you will be able to understand:
Food and beverage service equipments needed for table setting such as
glassware, chinaware and table ware.
Furnitures, fixtures and linen.
Safe handling of equipments.
4.1 INTRODUCTION
The operating equipments used in hotels / restaurants play an important role
in attracting customers. The restaurant operating equipments include service
equipments, furnitures, fixtures and linen all of which squarely reflects the standard
and style of the restaurant. The atmosphere of a restaurant is largely affected by
the kind of furniture used.
The furniture should be utilitarian and elegant to look at. Very often by using
different materials, designs and finishes and by careful arrangement, one can
change the atmosphere and appearance of the food service area to suit different
occasions.
4.2 SERVICE EQUIPMENTS
Elegant and attractive service ware, colorful and clean dishes, quality plates
and glassware add to the decor of a restaurant. However, several factors have to be
considered while selecting the equipment.
Standard of the restaurant
Types of service
Dcor and theme of the restaurant
Type of clientele
Durability of equipment
Ease of maintenance
Availability when stocks run out for replacement
Storage
Flexibility of use
Price factors
Standardization
A hotel / restaurant should be well stocked with appropriate equipment to

provide quality service. For multipurpose use and to cut down costs, most hotels /
restaurants standardize equipment in terms of size and color.
Food and beverage service equipment may be divided into glassware, chinaware
and tableware which are further subdivided into flatware, cutlery and hollowware.
4.3 GLASSWARE
Glassware refers to glass and drink ware items besides tableware, such as
dishes, cutlery and flatware, used to set a table for eating a meal. The term usually
refers to the drinking vessels, unless the dinnerware is also made of glass. The
choice of the right quality glass is a vital element if the cocktail is to be invitingly
presented and give satisfaction to the consumer. Well designed glassware combines
elegance, strength and stability, and should be fine and smooth rimmed and of
clear glass.
4.3.1 Types of Glassware
Many standard patterns and sizes of glassware are available to serve each
drink. Most glass drinking vessels are either tumblers, flat-bottomed glasses with no
handle, foot, or stem; footed glasses, which have a bowl above a flat base, but no
stem; or stemware, which have a bowl on a stem above a flat base. Neither a
tumbler, footed, nor a stem, yard (beer) is a very tall, conical beer glass, with a
round ball base, usually hung on the wall when empty.
GLASSWARE
COLLIN GLASSWARE
A Collins glass is a glass tumbler,
holding 240 to 350 ml, used to serve a
mixed drink, named after Tom Collins.
This glass is somewhat narrower, and
holds less than the similar highball glass.
HIGHBALL GLASS
A highball glass is a glass tumbler,
holding between 8 and 12 fluid ounces
(240 to 350 mL), used to serve a mixed
drink, or highball. This glass is taller than
an Old-Fashioned glass, and shorter than
a Collins glass.
SHOT GLASS
It is a small glass used for
measuring or serving up to three ounces
of liquor. Modern shot glass holds a
thicker base and sides than the whiskey
glass.
PINT GLASS
A pint glass is a drinking vessel
holding an imperial pint (568 ml) of
liquid and is usually used for beer. Three
common shapes of pint glass are found
(conical, jug, and flared top), though
others are available. Pints are considered
good for serving stouts, porters and
English ales.
PILSNER GLASS
A pilsner glass is a glass used to
serve many types of light beers, but is
intended for its namesake, the pilsner.
Pilsner glasses are generally smaller
than a pint glass, usually in 250 ml or
330 ml sizes.
They are tall, slender and tapered.
Wheat beer glasses are often mistakenly
referred to as pilsner glasses, but a true
pilsner glass has an even taper without
curvature. Pilsner glasses are made to
showcase the color, effervescence, and
clarity of the pilsner, as well as to
maintain a nice head.
BEER STEIN
A beer stein is a traditionallyGerman beer tankard or mug, made of
pewter,
silver,
wood,
porcelain,
earthenware or glass; usually with a
hinged lid and levered thumb lift.
FLUTE GLASS
A flute glass is the preferred serving
vessel for Belgian lambics and fruit
beers. The narrow shape helps maintain
carbonation, while providing a strong
aromatic front. Flute glasses display the
lively carbonation, sparkling color, and
soft lacing of this distinct style.
BOBLET OR CHALICE
Chalices and goblets are large,
stemmed,
bowl
shaped
glasses
adequate for serving heavy Belgian ales,
German bocks, and other big sipping
beers. The distinction between goblet
and chalice is typically in the glass
thickness. Goblets tend to be more
delicate and thin, while the chalice is
heavy and thick walled.
SNIFTERS
Typically used for serving brandy
and cognac, a snifter is ideal for
capturing the volatiles of aromatic beers,
such as Belgian ales, India pale ales,
barley wines and wheat wines. The
shape helps trap the volatiles, while
allowing swirling to agitate them and
produce an intense aroma.
WHEAT BEER GLASS

A wheat beer glass is a glass used to
serve wheat beer, known also as
Weizenbier or Weibbier. The German
glass generally holds 500 milliliters with
room for foam or "head". It is much taller
than a pint glass. It is very narrow at the
bottom and slightly wider at the top. In
other countries such as Belgium, the
glass may hold 250 ml or 330 ml. The
tall glass provides room for the often
thick, fluffy heads produced by the style,
which traps aromas and is visually
pleasing.
Tulip Glass
A tulip glass not only helps trap the
aroma, but also aids in maintaining large
heads, creating a visual and olfactory
sensation. The body is bulbous, but the
top flares out to form a lip which helps
head retention. It is recommended for
serving Scottish ales, barley wines,
Belgian ales and other aromatic beers.
COCKTAIL GLASS
A cocktail glass, martini glass, or
champagne glass, or stem cocktail glass,
is a drinking glass with a cone-shaped
bowl (the tip of the cone forming
approximately a 90 degree angle in the
cross section) on a stem above a flat
base, used to serve a cocktail or
champagne. As with other stemware, the
stem allows the drinker to hold the glass
without affecting the temperature of the
drink. One variation is the double martini
glass which is taller and wider at the
opening than a standard martini glass.
RED WINE GLASS

Glasses for red wine are
characterized by their rounder, wider
bowl, which gives the wine a chance to
breathe. Since most reds are meant to
be consumed at room temperature, the
wider bowl also allows the wine to cool
more quickly after hand contact has
warmed it. Red wine glasses can have
particular styles of their own, such as:
Bordeaux glass: Tall with a wide

bowl, and is designed for full
bodied red wines like Cabernet
and Merlot as it directs wine to the
back of the mouth.
Burgundy glass: Larger than the

Bordeaux glass, it has a larger
bowl to accumulate aromas of
more delicate red wines such as
Pinot Noir. This style of glass
directs wine to the tip of the
tongue.
OLD FASHIONED GLASS

The Old-Fashioned glass, rocks
glass, or "lowball", is a short tumbler
used for serving liquor "on the rocks",
meaning over ice, or cocktails having
few ingredients. It is named after the old
fashioned cocktail, traditionally served in
such a glass. A White Russian is
traditionally served in the Old Fashioned
Glass.
WHITE WINE GLASS

White wine glasses are generally
narrower, although not as narrow as
champagne flutes, with somewhat
straight or tulip-shaped sides. The
narrowness of the white wine glass
allows the chilled wine to retain its
temperature for two reasons;
The reduced surface area of the

glass (in comparison to red wine
glasses) means less air circulating
around the glass and warming the
wine.
The smaller bowl of the glass

means less contact between the
hand and the glass, and so body
heat does not transfer as easily or
as fast to the wine.
CHAMPAGNE FLUTE
Champagne flutes are characterized
by a long stem with a tall, narrow bowl
on top. The shape is designed to keep
sparkling wine attractive and inviting
during its consumption. The glass is
designed to be held by the stem to help
prevent the heat from the hand warming
up the champagne. The bowl itself is
designed in a manner to help retain the
signature carbonation in the beverage.
This is achieved by reducing the surface
area at the opening of the bowl.
Champagne flutes are often used at
formal engagements, such as award
ceremonies and weddings.
Sherry Glass
A sherry glass is a drink ware
generally used for serving aromatic
alcoholic beverages, such as sherry,
port, aperitifs and liqueurs, and layered
shooters. An ISO-standard sized sherry
glass is 120 ml. The copita, with its
aroma-enhancing narrow taper, is a type
of sherry glass.
COUPETTE GLASS
A modified version of the cocktail
glass. Used for serving drinks where the
rim of the glass is required to be coated
in either sugar or salt or any other
condiments used to make some of the
more exotic drinks such as margaritas.
PITCHER
This larger container usually has a
handle and a lip or spout for pouring the
contents into several glasses. Available
in glass or plastic. Generally used for
serving beer for a beer keg for draft
beer.
YARD GLASS
A yard (or yard glass) is a very tall
glass used for drinking beer; a yard (or
yard of ale) also refers to the (variable)
quantity of beer held by such a glass.
The glass is approximately 1 yard long
(hence the name), and holds 2 imperial
pints (1.14 litres) of liquid. The glass is
shaped with a bulb at the bottom, and a
widening shaft which constitutes most of
the height. Because the glass is so long
and in any case does not usually have a
stable flat base, it is hung on the wall
when not in use.
COFFEE - MUG
Almost a smaller version of the beer
mug, made of thick heavy glass and
used for coffee.
IRISH COFFEE CUP

A uniquely shaped glass with a
handle that is used to serve any hot
beverage such as Spanish coffee or
cocoa.
4.3.2 Handling of Glassware

1. Glassware is highly fragile and most delicate and expensive: hence utmost
care has to be taken while handling glass equipments.
2. Glasses are normally stored in a glass pantry and should be placed upside
down in single rows on paper-lined shelves, to prevent dust settling in them.
3. Tumblers should not be stacked inside one another as this may result in
heavy breakages and accidents.
4. The appearance of the drink mainly depends on the glass and therefore, the
glass should be sparkling clean and attractive in shape and style.
5. When glassware is machine or hand washed, each individual item must be
polished and dried with a glass cloth made of linen, as water leaves stains on
the glasses.
6. Glasses whether clean or dirty have to be handled by the base or stem, since
the finger prints left on the glass necessitates polishing.

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What are the different types of glassware used in restaurants and their purposes?

What are the different types of glassware used in restaurants and their purposes?

How should glassware be handled and stored properly?

How should glassware be handled and stored properly?

FOOD AND BEVERAGE SERVICE

Introduction to catering - Different types of catering establishments.

Staff organization in different types of restaurants, duties & responsibilities of

Classification of restaurants. Types of restaurants, status of a waiter,

Classification of operating equipments used in restaurants & their uses.

Ancillary departments, still room, pantry, hot plates.

Restaurant service Mise-en-scene, Mise-en-place.

Table laying- Points to remember when laying a table.

Uses of a dummy waiter

Breakfast- Types, cover laying, terms used.

Classification of beverages- Preparation of non alcoholic beverages, examples

Order taking procedures in restaurants. Room service- types, order taking

Savory- examples types.

Ice cream meaning, categories

MODEL QUESTION PAPER

i) What do you mean by catering management?

2. i) Explain in your own words about the various types of restaurants.

i) List the basic rules of the Waiters described by Wilfred Gowers-Round.

i) Explain about the ancillary departments of a restaurant.

1.0Aims and Objectives

1.6 Relationship between Catering and All Other Industries

AIMS AND OBJECTIVES

Discuss about the catering industry.

Identify catering segments.

1.3 CATERING SEGMENTS

Catering management is executed in many diverse ways within each of the

FOOD SERVICE CATERING INDUSTRY

3. Health Care Facilities

Figure 1.1 Modern Catering Categories

1.4 TYPES OF CATERING

TYPES OF CATERING ESTABLISHMENTS

Various catering establishments are categorized by the nature of the demands

the increasing number of air passengers. Catering to passengers en

1.5.5 Club Catering

1.5.7 Industrial Catering

4. What is off-premises catering?

6. Name five examples for the non-commercial catering segments.

1.7 LET US SUM UP

LESSON END ACTIVITY

1. Visit a restaurant and take a note on the food serving method.

Catering - Providing food and services

2. Food service industry is divided into three general classifications, viz.

2.6.6 Banquet Manager

AIMS AND OBJECTIVES

Restaurants and their classification.

Restaurants often specialize in certain types of food or present a certain

Coffeehouses are casual restaurants without table service that emphasize

Bistros and Brasserie

A brasserie is a caf doubling as a restaurant and serving single dishes and

Restaurants offering foods intended for immediate consumption. The main

A destination restaurant is one that has a strong enough appeal to draw

2.5 STAFF ORGANISATION

FOOD AND BEVERAGE

Figure 2.1 Organizational Chart of Restaurant Brigade

HEAD WAITER STATION