Food and Beverage Service Foundation-I BHM-102T

UNIT: 1
FOOD AND BEVERAGE SERVICES
Structure
1.1 Introduction
1.2 Objectives
1.3 Origin and growth of F& B Service
1.4 Classification of Catering Establishment
1.4.1 Primary Catering Establishments
2.4.2 Secondary Catering Establishments
1.5 F&B Service Outlets and their layout
1.6 Hierarchy of F&B Service Department
1.7 Duties and Responsibilities of various employees in F&B Service
1.8 Attributes, Attitude and etiquettes of F&B Personal
1.8.1 Physical Attributes
1.8.2 Work Related Attributes
1.8.3 Attitude of food & Beverage Service Staff
1.8.4 Etiquette of food & beverage service staff
1.9 Coordination of F&B service with other department
1.10 Summary
1.11 Key Terms
1.12 Bibliography
1.13 Terminal Questions

1.1 Introduction
The Provision of food & beverage away from home forms a substantial part of the
activities of the hotel and catering industry. People need accommodation with food and
beverages if they are away for more than a day and only food & beverage if they are away
for a short duration.
Food & beverage service has developed into a huge industry. The number and type of
eating out establishments has increased tremendously as suppliers constantly try to satisfy
the changing demands and tastes of the market. In this first unit we are going to learn
about the introduction of food and beverage industry.

1.2 Objectives
After studying this unit, the student must know.
 Origin and growth of F& B Service
 Classification of Catering Establishment
 F&B Service Outlets and their layout
 Hierarchy of F&B Service Department and Modern Staffing
 Duties and Responsibilities of various employees in F&B Service

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 Attributes of F&B Personal
 Personal Hygiene
 Uniform and Grooming
 Coordination of F&B service with other department

1.3 Origin and Growth of F& B Service

The hotel industry originated in the 6th Century BC and is perhaps one of the oldest
endeavours. The earliest inns were just large halls where travellers slept on the floor along
with the animals on which they travelled. These conditions prevailed for hundreds of
years until the mode of travel changed.

The invention of the wheel, one of the greatest events in the history of civilization resulted
in the production of quicker modes of conveyance. The speed of travel increased with the
development of vehicles. With the advent of the Industrial revolution in England, travel
for business gradually started increasing. A growing economy also led to an increase in
travel for recreation and meaningful utilization of leisure. This created a yearning among
people to travel beyond the traditional boundaries. Travellers of earlier times belonged to
different segments of society. They consisted of members of the nobility as well as
religious messengers, missionaries, traders and soldiers. Travel for the common man came
at a much later date. The aristocrats or nobility travelled on horseback or in carriages, and
were usually entertained by people of their own class in castles and mansions of great
estates. They were accommodated and fed, befitting their status, with sumptuous meals
and gallons of wine. Monasteries provided shelter to the religious order, while the soldiers
were lodged in forts or in tents. It was the traders who helped in promoting the
establishment of inns. They had no other alternative but to stay in inns for a night or two
while travelling.

The improvement of roads and the building of carriages also increased the number of
people on the move. To provide accommodation and food for this increasing number of
travellers, many types of inns were set up along the frequently travelled roads and
pathways. Thus, inn-keeping began its steady growth and became more popular as time
progresses. In earlier times, working in an inn was skill-oriented, and these inns were
normally run by a husband and wife team. Inns provided shelter and stabling facilities.
Some of them also provided wholesome food & wine.

―A hotel is defined as a place where a bonafide traveller can receive food and shelter,
provided he is in a position to pay for it, and is in a fit condition to be received.‖

The lead in a hoteliering was taken by several nations of Europe, especially France and
Switzerland. Chalets-small cottages with an overhanging roof found in the Swiss
Mountains and small hotels, which provided a variety of services, were mainly patronized
by the aristocracy of the day. The food & beverage service industry has its roots in the
inns and taverns of the colonical period. Inns in America were patterned after those in
England. Samuel cole of Boston opened the first American tavern, the Coles ordinary, in
Boston in 1634. Taverns and Inns became informal gathering places where patrons could

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discuss politics and community gossip over ale and food. In 1740, the first stage coaches
began travelling from Boston and made roadside inns even more accessible and popular.
The American Revolution ended the reign of the roadside inns as they went out of fashion
along with the British. French cuisine became popular in government and society circles,
with even presidents Washington and Jefferson serving French dishes to their guests.

Around 1760, a type of establishment that became common in Paris, called Hotel Garni
came into vogue. It was a large house with a number of rooms or apartments available for
rent by the day, week or month. Its advent signified a more luxurious and organized way
of providing lodging quite different from the basic requirements met by the inns of that
period. In France the first restaurant where customer could choose from a selection of
items presented on a menu was opened in 1765 by A. Boulanges. The City Hotel in
New York was the first building meant solely for use as a hotel. It was built in the year
1794. In the 1820s the first American restaurant opened in New York with these
establishment began the era of ‗fashionable‘ restaurants where dining was a social event
and an indulgence in fine food surrounded by lush decor, some featuring nightingales and
elaborate fountains. In the year 1827, the Delmonico brothers, who were immigrants from
Switzerland, opened a pastry shop and café in New York City. It proved to be a change
for the better from the eateries of that era, and led to the opening of their first restaurant a
few years later. Thus, the art of food service became recognized as an important part of
the dining experience.

The big boom in the hotel industry came in the 1920s, when the concept of chain hotels
was born, under the stewardship of Ellsworth steatler. He was the hotel man of the
century. He has given statements like “Life is Service”. and “Guest is always
right”. However, during the Great Depression of the 1930s, there was a considerable
decrease in business thereby affecting the growth of the hotel industry. Immediately after
the second world war, the hotel industry regained its prominence and registered a steady
growth. In 1950s, Motels and International hotel chains gave a big boost to the industry.
These chains either bought up smaller individually owned properties, or built their own
hotels. Many individual hotel operators merged with these international hotel chains, as it
increased their ability to cope with the growing competition. As far as specialized dining
was concerned, it was Cesar Ritz and Auguste Escoffier, who popularized public dining
in Europe. Gradually dining out became fashionable. The pioneers in this field set very
exacting standards, with superb cuisine and impeccable and stylish service of food and
wine. By the turn of the century, they had taken London by storm and given Londoners a
new fad a gracious dining experience with the increase of affluence among many
segments of society, public dining gained greater acceptance and led to expansion and
charges in the food and beverage services to suit varied tastes.

The Indian Scenario: The food and beverage service industry in India traces its roots to
the traditional community feasts and the movement of people on Pilgrimage thousands of
year ago. Most people were on the move primarily for preaching religion and hunting.
People took shelter under trees when they were away from their homes and depended on
natural sources for their food. Their lives were endangered by wild animals and wayside
robbers, which forced them to look for a place that assured them safety, accommodation
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and food. Dharamshalas and Chatrams came up to protect the lives of travellers from
wild animals and robbers. These were buildings where travellers could stay free of cost.
The travellers were also provided stables and sheds for horses and bullock carts,
respectively, free of charge. They were given food and accommodation at no cost during
the rule of kings. Kings entertained common people and merchants with feasts consisting
of a variety of rich dishes, traditional dances, bravery arts, etc, during festivals.

The outsiders who cames to India during the course of its history include the Greeks
under Alexander the great, the Kushanas from Central Asia, the Mongols under Genghis
Khan, Muslim traders and invaders from the Middle East and Central Asia, and finally the
British and other Europeans. It was during the Mughal rule that Sarais were developed to
provide accommodation to travellers which were later converted to inns and western style
hotels during the British rule. The invasion by other dynasties brought in their cultures
and cuisines to the land.

Europeans visited the country to trade for the finest cotton textiles as well as spices.
Eventually the British colonized the region. They introduced their cuisines, the skills of
making wines and distilled drinks and eating habits. Table etiquettes and the art of eating
with continue to eat with. However, even today, people continue to eat with their fingers.
In Tamil Nadu, people eat their meals from banana leaves and in the north, from a thali.
Economic activities Paved the way for development of western-style hotels and
restaurants, mainly to cater to the requirements of the British & European traders. The
development of catering in India is mainly attributed to the British, who introduced hotels
and restaurants similar to the ones in Europe. The rapid development of transportation,
especially the railways in the mid-nineteenth century, enabled people to move in large
numbers. This led to the establishment of small lodges and restaurants in and around
railway stations to cater to the needs of the travellers. Refreshment rooms at railway
stations and Pantry cars in some of the trains were introduced. Reputed hotels such as Taj,
the oberoi and the ambassador were well established when India became independent.
After independence, the hospitality industry grew at a faster rate. Civil aviation developed
rapidly soon after the Second World War. The introduction of international flight services
in the year 1948 and additional services in the mid-1950s encouraged a lot of foreigners to
visit India and also many international chains of hotel such as the Holiday Inn, the
Sheraton, and the inter continental and so on, started their operations in India. The Oberoi
group establishment the first franchised hotel with the Inter continental hotels in Delhi in
the early 1960s. The people of India, in general did not Prefer dining out till the early
1960s. They always carried with them home made food to the workplace, school a while
travelling. Even today, some people carry food whenever they go out. Perhaps this could
be one of the reason for dabbawalas, who are food vendors engaged in distributing meals
in dabbas (Boxes) to clients at their workplaces, doing so well in Mumbai. In South India,
people used to packed food such as lime rice, tamrind rice and curd rice from vendors. In
the north, bhojanalayas served local dishes, especially roti, sabji and salad. Indian
Tourism development corporation (ITDC) was set up in 1966 with the developing &
expanding tourism infrastructure in the country and thereby promoting India as a tourist
destination. ITDC succeeded in achieving its objectives by promoting the largest hotel
chain in India and providing all tourist services such as accommodation, catering,
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transport, in house travel agency and so on. For development of manpower to meet the
growing needs of hotels, restaurants and other hospitality based industries. For this
purpose, Institute of Hotel Management (IHM) and Food craft Institute (FCI) were
established. These programme imparts adequate knowledge and training in the core
operational and managerial areas of the hospitality industry. This makes the students
understand the environment and execute their job professionally. In 2002, Ministry of
Tourism (MOT) launched a programme called Capacity Building For service provider
(CBSP) to train persons engaged in small hotels, dhabas, eating joints & and restaurants.
Projects Priyadarshini was launched in 2005 to impart training to women in taxi
driving/operation, entrepreneurship such as setting up souvenir kiosks and so on, to adopt
tourism as their profession. People of different region in India have different style of food
like Hyderabadi Cuisine, Avadhi Cuisine, Goan Cuisine, South Indian cuisine etc. A lot of
foreign food service organization such as McDonald‘s, Pizza king, Dominos, subway and
soon, have set up their operation in India, which has made local restaurant fine-tune their
operations in order to compete with these outlets. Nirula‘s and Haldiram in the north and
Saravana Bhavan, Adyar Ananda Bhavan and Annapoorna in the South are doing well in
the food service Industry.

Radhakrishna Hospitality Services offers Catering services to industries and schools in a

big way. Wineries, especially the ones in Maharashtra, are coming out with wines to
complement Indian dishes. The food service sectors continually change their style of
operation to meet the changing needs of the customers. Today we have top quality
restaurants in India that are comparable with international standards.

CHECK YOUR PROGRESS- I

1. Define food & beverage service Industry.
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2. Give the History of food & beverage service Industry.

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1.4 Classification of Catering Establishments
Catering is the
provision of food,
supplies and
services for specific
functions on
particular dates and
at given locations.
An organization that
provides food and
beverage is called a
catering
establishment. The
catering industry
encompasses those
places, institutions
and companies that
provide meals eaten
away from home.
From a wayside tea
stall to an exclusive
fine dining
restaurant of a
deluxe hotel and
from mid day meal
service for a school Figure 1.1 Types of Catering Industry
children to meals for
industrial workers, all come under the fold of Catering Industry. Catering management
may be defined as the task of planning, organizing, controlling and executing. Each an
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
customer‘s perception of value for his money. Catering in India has developed as a district
segment of the food Service Sector spanning a broad spectrum of Commercial operations
Providing a variety of Catering Services. These Service include three primary types:-
banquet hall, off premises and mobile unit. Banquet hall catering, termed function
catering, comprises independent units and those attached to hotels, convention or
conference centers and restaurants. This type of catering can Provide Several million
rupees in revenue for a medium -size or large hotel. Generally, every major hotel and
convention Center has banquet hall space. Off-premise catering involves the taking of all
food, supplies and services to a location designated by client. Off- premise events vary
from the simple picnic in the park for fifty to the formal dinner for eight in the home, to
the corporate entertainment for 10,000. Special event catering is a type of off-premise
catering which requires a particularly high level of planning and co-ordination due to the
high volume. Mobile unit catering utilizes specially designed trucks for provision of
service to work sites. The units are equipped to serve fast food items & snacks. Catering

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differs from other segments of the food services sector by virtue of the diverse roles often
assumed by the caterer. Clients often expect the caterer to provide more than the food and
service. Partial lists of additional supplies and services which may be requested include
entertainment, equipment, transportation of guests and parking at site. The modern status
of the catering industry is a direct reflection of man‘s development. Science and
technology, exploration and travel, social and economical developments have all
influenced this vibrant industry. There are many types of F&B operations. They may vary
in size, style, location, and the market they are catering to. From a wayside tea stall to an
exclusive fine dining restaurant of a deluxe hotel, and form mid-day meal services for
school children to meals for industrial workers, all come under the fold of the F&B sector.

It is necessary to classify all the F&B sectors for a better understanding of their
operations. The responsibilities of catering industry include an awareness of the
customers, their requirement of food, and the methods employed to meet these
requirement. There are a number of ways of classifying food and beverage operations in
today‘s catering field. There are Primary catering establishments and secondary catering
establishments.

1.4.1 Primary Catering Establishments

Establishments such as hotels, restaurants and fast food outlets which are primarily
concerned with the provision of food and beverage are called primary catering
establishments.
 Hotels: The main purpose of hotels is to provide accommodation, which may or
may not include the service of food & beverage. A hotel may be a small family-
run unit providing a limited service in one restaurant, or a large luxury hotel
providing service 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 of hotels is usually personalized and the tariff is very high, as they
generally cater to persons of a high social standing. Medium class hotels are
similar to luxury hotels, through their surroundings are less luxurious category.
The prices in the various categories of hotels, often depend upon the service and
choice of food and beverage that they offer to their clientele.

 Restaurant: The primary function of commercial restaurant is the provision of

food & beverage. Restaurants are of different standards. The food service and
prices are often comparable to those of similar restaurants in luxury hotels. They
offer a wide choice for an elaborate menu and a very high quality of service.

o Bar and Pubs: The bar serves different types of alcoholic beverages to
residential and non-residential guest in the hotel. The idea of pubs is fairly
new in India. It has been borrowed from the concept of public houses in
English and adapted to Indian conditions. They are geared to provide
service of all types of alcohol with an emphasis on draught beer and good
music. Food may also be served from a limited menu.

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o Popular restaurants: The objectives of popular catering restaurants are to
provide quick and economical meal, in a clean and standardized dining
room. These restaurants are commonly used by the vast urban population
of India. They are of various styles and categories. Some restaurants serve
only vegetarian food while some specialize in the food of a particulars
region such as the Punjab or Andhra. Some restaurants serve food from
more than one region.

o The entry of pizza parlors and westernized popular food into India
provides the urban Indian a wider choice, in the types of popular
restaurants to choose from. The numerous outlets that have sprung up all
over the country in the last decade show a new trend in the urban citizen‘s
eating habits. This has resulted in an increased awareness among the public
about the availability of various types of cuisine and catering service.

o Fast food restaurants & take away: 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 labour costs
involved.

The take-away or take out service that exploits to the full the concept of
―Fast Foods‖. The take away operation offers a limited basic menu to the
customer, but within this menu there may be a number of variations on the
basic items. The time between customer placing orders and receiving their
meals, aims to be faster than any other method of food service. The
customer may either take the food out of the take away to eat, or it may be
consumed on the premises, a large number of ―take-away‘ outlets now
provide seating areas.

 Outdoor / Off-Premise Catering: This means catering to a large number of

people at a venue of their choice. Hostels, restaurants and catering contractors
meet this growing demand. The type of food and setup depends entirely on the
price agreed upon. Outdoor catering includes catering for functions such as
marriages, parties and conventions. Off-premise caterers meet the needs of all
markets segments, from the low budget customer who looks for the most quantity
and quality for the least amount of money, to the upscale client with an unlimited
budget who wants the highest level of service, the ultimate in food quality, and the
finest in appointments such as crystal stem ware, silver plated flatware and
luxurious linens. Off-premise catering is an art and a science. The art is creating
foods and moods, as the caterer and client together turn a vision into reality. The
science is the business of measuring money, manpower and material.

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CHECK YOUR PROGRESS- II
Q-1 Define catering in brief.

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Q-2 What is primary catering establishment?

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Q-3 What is out door catering?

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1.4.2 Secondary Catering Establishments

In secondary catering industry, the provision of food and beverage is a part of another
business such as welfare catering and transport catering. Catering establishments are
usnally classified on the basis of the demands being met by them. The main aim of any
catering organization is to attract different sections of the public to use its facilities,
keeping in view the price of food and service it offers in relation to the location of the
property and the class of clientele it attracts.

 Department store catering:-Some departmental 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

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shopping, and have some refreshments at different location. Thus arose the need
for some sort of a dining facility in the departmental store itself. This style of
catering is becoming more popular and varied nowadays.

 Club Catering: This refers to the provision of food and beverages and
accommodation to a restricted clientele. The origin of this service can be tracked
back to England, where membership of a club was considered prestigious. Clubs
for people with similar interest such as turf club, golf clubs and cricket clubs, to
name a few, have sprung up. The service and food in these clubs tend to be of
fairly good standards and are economically priced. Facilities provided by the club
may include sports, both in-door and out door, libraries, swimming pools, social
activities, social work, the pursuing a specific hobby etc.

 Welfare catering: The provision of food and beverages to people to fulfill a

social need, determined by a recognized authority, is known as welfare catering.
This grew out of the welfare state concept, prevalent in western countries. It
include catering in institute or industries, hospitals, schools, colleges, prisons and
armed forces.

o Hospital:- Hospital catering facilities have improved considerably over the

past years. Hospital catering is a specialized form of catering as the patient
is normally unable to move elsewhere and choose alternative facilities and
therefore special attention must be given to the food and beverage so that
encouragement is given to eat the meal provided. The hospital meals may
be considered for the patients, the staff and the general public & visitors.
The type of diets required for hospital patients may be classified as full or
normal diets, light diets, soft diets, therapeutic diets and special diets.

o Industrial or institutional:- The provision of food and beverage to people

at work, in industries and factories at highly subsidized rates is called
industrial or institutional catering. It is based on the assumption that better
fed employees are happy and more productive. Today, labour unions
insist on provision of this facility to employees. 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 work force for a fixed period of time at a predetermined price.

o Armed forces:- Armed forces, Navy, Army and Air force, the police and
fire service and some government departments. The armed forces often
have their own specialist catering branches. The levels of food and
beverage facilities within the services vary form the large self-service
cafeterias for the majority of personnel, to high class traditional
restaurants for more senior members of staff. A considerable number of
functions are also held by the armed forces leading to both small and large
scale banqueting arrangements.
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o Schools:- The school meals catering service was formerly structured on a

dietary basis with a daily or weekly per capita allowance to ensure that the
children obtained edequate nutritional levels from their meals. The school
meals service caters for staff and children; in primary schools, children‘s
ages vary from approximately 5 to 11 years and may include some nursery
children, and in secondary schools from 12 to 16 or 18 years, Most of the
schools used to operate their dining rooms on a family type service or a
self-service basis. Nutritional value is important for catering in schools.

o Universities and colleges:- All institutions of further and higher education

provide some form of catering facilities for the academic, administrative,
technical and secretarial staff as well as for full and part time students and
visitors. The catering service in this sector of the industry suffers from an
under-utilization of its facilities during the vacation periods and in many
instances at the weekends. Universities and colleges are autonomous
bodies and are responsible for their own catering services. Residential
students pay in advance for their board and lodgings. Non-residential
students are provided with an on-site catering provision that has to
compete against all other forms of locally provided catering.

o Prisons- Prisoners are to be catered in prisons. The catering within the

prisons is the responsibility of the Jailer with delegated responsibility being
given to a catering officer with much of the actual cooking and serving
being done by the prisoners themselves. In Tihar Jail, Delhi more than
10,000 prisoners were catered daily three times a day in systematic
manner.

 Transport Catering:- It includes that sector of food and beverage establishment

which makes provision of food and beverage of people who are on the move. The
provision of food and beverage to passengers, before, during and after a journey
on trains, aircrafts, ships and in buses or private vehicles is termed as transport
catering. It involves the feeding of a large at a catering facility and who need to be
catered for in a specific time, for example, on board a plane.

o Airline Catering: - Catering to airlines passengers on flights, as well as at

restaurants situated at airport is termed as airline catering. Airline catering
falls in two main areas:-

Terminal Catering: The catering services provided at airport terminals

through lounges, cafeterias and takes aways comes under terminal catering.

In-transit or In-flight catering: The technological development in the

field of aviation has totally revolutionized the catering facilities in air
catering. Airlines have to provide food and accommodation to passenger in
transit. Whereas passengers are stopped over at the best hotels in the city
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when they are making a scheduled stop-over at the airlines expenses or
when a flight is unduly delayed, thus automatically taking care of the
guests comfort. The problems faced by the catering personnel are how to
provide delicious and wholesome food to passengers in flight. This is done
by pre-paring all food in flight kitchens on the ground, or getting the food
cooked by hotels under contract, freezing it and reheating the food in
flight. The reheating of food is now being done by most of the major
airlines by the use of microwave ovens in which very high frequency
waves heat the food in seconds by inducing very high frequency molecular
motion within the food. The menu for the first class and economy class
passengers are different and first class passengers are also served wines
free of any additional charge.

The food and beverage portions are highly standardized with meal
portioned into plastic tray which is presented to passengers and from which
they eat their meals. Disposable cutlery, napkins etc are used which reduce
the facilities for washing up and cut down on breakage and wastages. For
first class passenger garnishing, slicing etc, added according to their
request. The crockery used may be bone china with fine glasses and
cutlery.

o Railway catering:- Travelling by train for long distances can be very

tiring, hence a constant supply of a variety of refreshment choices help to
make the Journey less tedious. Catering to railway passengers both during
the Journey as well as during halts at different railway station is called
railway catering. Railway catering may be divided into two Major areas:-

Terminal Catering:- Catering at railway terminals usually comprises

self-service and waiters service restaurants, fast food and take away units,
supplemented by vending machines dispensing hot and cold foods and
beverages.

In-transit catering:- In transit catering can feature three kinds of service:-

The first is the traditional restaurant car service where breakfast, lunch and
dinner are organized in sitting and passenger go to restaurant car for service
where appropriate seating accommodation is provided, and then return to
their seats on the train after their meal. The second type of service is the
buffet car, which is a self-service operation in which passengers go to the
car and buy light refreshments over the counter. The third is a trolley
service where snacks and drinks are delivered to customer at their seats.
Pantry car is attached with passenger trains for production of food.

o Ship Catering: voyages by sea were once a very popular mode of

travelling, but with the onset of air travel, sea voyages have declined
sharply. However, recently, it has again become popular with a large
number of people opting for pleasure cruises. Both cargo and passenger
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ship have kitchens and restaurants on board. The quality of food, service
and facilities offered depends on the class of the ship and the price the
passengers are wiling to pay. There are cruises to suit every pocket. There
are cruises of two to five days duration which offer budget accommodation
comparable to a limited service hotel, while luxury cruises of seven days to
three months duration offer luxurious staterooms and various other
facilities that are comparable a first class resort. Luxury cruises pamper
travellers with deluxe accommodation and attentive and specialized service
at a very high premium. All these ships provide a variety of food and
beverage service outlets, to cater to the individual needs of the passengers.
They range from room service and cocktail bars to specialty dining
restaurants. The ships that cater to the cruise sector today, are virtually
flouting palaces with every conceivable guest service available abroad
them. This sector has been growing in popularity in recent times, and has
become affordable to a large cross section of people. Cruise companies
offer attractive packages to passenger.

o Surface catering:- surface catering has progressed from the inns and
taverns of earlier days used by those travelling on foot and horse back to
the present day motorway service areas and other roadside catering outlets.
Catering to passengers travelling 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 catering service to
the traveling public and their food and beverage facilities usually include
self-service and waiter service restaurants, vending machines and take-
away foods and beverages.

 Leisure-linked catering:- This type of catering refers to the provision of food and
beverages to people engaged in leisure. The increase in leisure and a large
disposable income for leisure activities has made it a very profitable form of
catering. This includes the provision of food and beverage through different stalls
and kiosks at exhibitions, theme parks, galleries and theatres.

CHECK YOUR PROGRESS- III

Q-1 what is leisure- linked catering.
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Q-2 Explain the Airline Catering.
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Q-3 Define club catering in short.

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1.5 F&B Service Outlets and their Layout

The Food & Beverage Service Industry provides millions of meals a day in a wide variety
of types of food & beverage Industry. Food & beverage service industry includes various
types of restaurants, Bar, Cafes, Cafeterias, take-aways, canteens, function halls, tray
service operation, lounge service operations, home delivery operations and room service
operations for hotel guests. Some examples of the types are as follows:
 Coffee Shop
 Restaurant
 Banquets
 Staff Cafeteria

Coffee shop: It is a restaurant that mainly serves snacks and beverages 24 hours a day,
however it may serve all the three meals. Most star hotels have coffee shop to Cater to the
needs of customers at any time of the day. This coffee shop concept has come from the
USA. The service and ambience of the coffee shop are informal. The furniture and
service equipment are not very expensive. Covers are laid on place mats. A ―Cover‖ is a
term, referring to a place setting with necessary, cutlery, crockery and glassware required
at the beginning of the service for one person. This term also refer to the seating capacity
of a good service area.

Restaurant: A restaurant is a place where food and beverage are sold and served to
customers. There are different types of restaurants that have evolved to meet the dynamic
demands of consumers. The lifestyle of people is continuously changing and so are their
eating habits. The owner of restaurant must consider the menu, service hour, mode of

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service, expenditure potential of the customer, the time the target customers are likely to
spend on dining and so on, to satisfy the changing needs of customers and to sustain
themselves in an ever changing market environment.

Specialty restaurant: It serves specialty dishes which are its strength and
contribute to the brand image. It operates during luncheon and dinner hours,
between noon and 3 P.M and between 7 P.M and 11 P.M. The ambience and decor
of the restaurant reflect the theme of the specialty restaurant. It may specialize
either in a particular type of food such as fish and chips, pastas or steaks, or in a
particular type of cuisine, for example Indian, Chinese, Italian, Mediterranean and
so on.

Fine dining Restaurant: This kind of restaurant primarily caters to the

requirement of the affluent market segment which wants to experience fine dining.
The restaurant may either offer dishes of one particular region or country or exotic
dishes from various cuisines, wines, spirits and digestives. It is open mostly by
during dinner time. The ambience and décor of the restaurant will be elegant are
rich. The dining chair has arm rest. All the tables will be covered with good
quality linen and napkin.

Popular Restaurant: This type of restaurant is informal, yet hygienically kept

and it is located in a busy area such as bus stands, railway stations, shopping area
and so on, catering to the requirements of the middle class and the customers who
are in a hurry. The restaurant is generally quite large with more number of covers.
It serves the dishes that are very popular and highly demanded in that area, quickly
and at moderate prices. The menu may either be displayed on a board at a
prominent place or printed and laminated.

Banquets: Banquets is the highest revenue generating section of food and beverage
department. Various types of functions like conferences, board meetings, cocktails parties,
weddings, state banquets, etc are organized in the banquet room or hall of a hotel.

Cafeteria: The traditional cafeteria system consists of a straight line of counters

containing a variety of hot and cold dishes. The customers start at the end of a line, pick
up a tray and move along the length of the counter as they select dishes they want to have.
The cashier who is seated at the end of the counter makes bills for the items selected and
collects payment. This from of service is widely followed in institutional and industrial
establishment.

CHECK YOUR PROGRESS- IV

Q-1 Define the coffee shop.
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Q-2 Give the features of a popular restaurant.
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Q- 3 Give difference between Bar & Pub?

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1.6 Hierarchy of F&B Service Department

The department can achieve its predetermined objectives efficiently if every employee
knows the part he is to play in the team operation and how his/her role relates to the others
and contributes to attaining the overall objectives. Every employee is given his/her duties
and responsibilities in the hierarchy of reporting. This is done in organizing, which is one
of the managerial functions. Organizing is the process of:
1. Identifying and classifying the activities to be performed
2. Grouping of activities necessary to attain the objectives
3. Assigning of each grouping to a manager with authority necessary to
supervise it (delegation)
4. Providing for coordination horizontally and vertically in the
organization
It may be summarized as 'organization is the process of identifying and grouping the work
to be performed, defining and delegating responsibility and authority, and establishing
relationships for the purpose of enabling people to work most effectively together in
accomplishing objectives'. An organization's structure must clearly state who is to do what
and who is responsible for what results. Though an organization implies many meanings
to many people, for most practicing managers, it means 'formalized intentional structure
of roles or positions'. The food and beverage manager identifies the nature of work to be
carried out in each area of the food and beverage department and identifies positions and
draws job description for each, in liaison with the personnel manager to establish formal
organization structure. The organization chart of Food & Beverage Service department is
shown in figure 1.02.

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FOOD & BEVERAGE MANAGER

Banquet Bar Room

Coffee Shop Manager Specialty Restaurant
Manager Manager Manager Manager

Senior
Senior Senior Senior
captain Senior
captain captain captain
captain

Room
Captain Banquet Captain Restaurant Captain Captain Service Wine Captain Restaurant
Sales Hostess Order Hostess
waiter
Assistant Taker
Captain Barman

Waiter Bar man

Waiter Waiter
Waiter Waiter

Assistant Assistant
Assistant Assistant Assistant Waiter Waiter
Waiter Waiter Waiter
Trainee Trainee
Trainee Trainee Trainee

Fig. 1.02 Organization Chart of Food & Beverage Service Department

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1.7 Duties and Responsibilities of Employees in F&B Service

The food & 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 & beverage service industry require practical knowledge of
operations of all outlets is essential to provide the guest with quality service at all
times.
Job Specification - Job specification is a document that contains information about
the skills and qualities required for a position. In includes information such as
personal qualities, skills, formal education, technical qualification, work experience,
previous training, physical skill &. Communication skill.
Job description - It is a document that contains duties, responsibilities and all the
tasks that constitute a job position. It specifies the parameters within which a job is
done. It not only includes duties and responsibilities but also contains report
relationships, working conditions, authorities and control, coordination with other
departments, status within departmental hierarchy, equipments and materials to be
used and other information specific to the hotel.

Job Description Job specification

Job Title :- Job Title :-
Department :- Sex :-
Scope :- Age :-
Responsible to :- Qualification :-
Main Duties & Responsibilities :- Desirable Qualifications :-
Technical :-
Experience :-
Qualities :-
Conditions of Employment :-

JOB DESCRIPTION OF FOOD & BEVERAGE MANAGER

Duties & Responsibilities:
1. To maintain efficient catering services within the hotel for the markets
previously identified in the marketing and catering policies.
2. To maintain effective control of raw material, labour and equipment costs used
in the Food and Beverage Departments.
3. Co-operate with heads of Departments in producing Departmental budgets for
approval by the Chief Accountant.
4. To be responsible for achieving required revenue and profit targets for, all
selling outlets, maintaining the agreed standards of Food and Beverage
production and service as laid down in the catering policy.
5. Co-operate regularly at staff meetings with the heads of Departments, together
comprising the Food and Beverage Department.
6. To be responsible for Hygiene and safety standard in the Food and Beverage
Department and ensure all legal requirements are met.
7. To maintain efficient catering services within the hotel for the markets
previously identified in the marketing and catering policies.

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8. To maintain effective control of raw material, labour and equipment costs used
in the Food and Beverage Departments.
9. Co-operate with heads of Departments in producing Departmental budgets for
approval by the Chief Accountant.
10. To be responsible for achieving required revenue and profit targets for, all
selling outlets, maintaining the agreed standards of Food and Beverage
production and service as laid down in the catering policy.
11. Co-operate regularly at staff meetings with the heads of Departments, together
comprising the Food and Beverage Department.
12. To be responsible for Hygiene and safety standard in the Food and Beverage
Department and ensure all legal requirements are met.
13. To be prepared to attend any other staff meeting as arranged by the general
manager.
14. Co-operate with the personnel Department in the recruiting and training of new
personnel for the Food and Beverage Department.
15. 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 compiling new menus. New and updated wine lists should also be
introduced regularly.
16. Ordering of stocks.
JOB DESCRIPTION OF ASSISTANT FOOD AND BEVERAGE MANAGER
Duties & Responsibilities
1. The assistant Food and Beverage Manager assists the Food and Beverage
Manager in running the Department by being more involved in the actually
day- to-day operations.
2. Assisting section heads during busy periods.
3. Taking charge of an outlet, when an outlet manager is on leave.
4. Setting Duty schedules for all the outlet Managers and monitoring their
performance.
5. Running the Department independently in the absence of Food and Beverage
Manager.
JOB DESCRIPTION OF RESTAURANT MANAGER
Duties & Responsibilities
The restaurant Manager is either the coffee shop Manager, Bar Manager or specialty
Restaurant Manager.
1. 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.
2. Setting and Monitoring the standards of service in the outlets.
3. Administrative Duties such as setting Duty charts, granting leaves,
monitoring staff position, recommending staff promotions and handling
issues relating to discipline.
4. Training the staff by conducting a daily briefing in the outlet.
5. Playing a vital role in Public relations, meeting guest in the outlets and
attending to guest complaints, if any.
6. Formulating the sales and Expenditure budget for the outlet.
7. Planning Food festivals to increases the revenue of the outlet along with the
chef and the Food and Beverage Manager.

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JOB DESCRIPTION OF ROOM SERVICE MANAGER
Duties & Responsibilities
1. The Room Service Manager reports directly to the Food and Beverage
Manager and is responsible for the Room Service outlet.
2. The Room Service Manager checks that the service rendered to the guests
conforms to the standards set by the hotel.
3. 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.
4. The Room Service Manager is also in charge of the sales and Expenditure
budget. Since Room service is the outlet which is most liable to have
problems, the Room service Manager should ensure co-ordination among
the Room service order taker, the captain and the waiter.
5. 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 inventories of all the equipment used.
6. In the Event of the hotel offering valet service, the room service managers
takes charge of that service as well.
JOB DESCRIPTION OF BAR MANAGER
Duties & Responsibilities
The Bar Manager is responsible for all functions of the bar and the dispense bar. The
responsibilities of a Bar Manager include the following:-
1. Recruiting staff and training them for a bar operations.
2. Monitoring performance and activities of bar ad dispense bar.
3. Supervising alcohol service and forecasting volume of sales.
4. Maintaining a close watch on movement of bottles and formulating beverage
control system.
5. Preparing budget for bar and dispense bar.
6. Purchasing bar equipment & identifying alcoholic beverage suppliers.
7. Handling records of stock & sales report.
8. Handling guest‘s complaints
JOB DESCRIPTION OF BANQUET MANAGER
Duties & Responsibilities:-
1. The Banquet Manager too is responsible for the functioning of his outlet,
but as the Banquet outlet is a major revenue earner in the food & Beverage
Department, the work load is more intense and heavier.
2. From the time the Bookings are done till the guest settles the bill, the
Banquet Manager is in charge of all areas of Banquet and conference
operations.
3. Banquet Manager supervises the work of the Banquet sales assistances who
do the Banquet Bookings and the captains and waiters who perform the
service activities under his guidance.
4. He is responsible for organizing everything right down to the finest detail.
5. The Banquet Managers projects the Budget of the Banquets, and works in
close co-ordination with the chef in setting menus.
6. He is responsible for making an inventory of all the Banquet Equipment
and maintaining a balance between Revenue and Expenditure.

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JOB DESCRIPTION OF ASSISTANT BANQUET MANAGER
Depending upon the size of the Establishment and the number of Banquet Halls, there
may also be an Assistant Banquet Manager, who maintains Banquet records, takes
bookings and monitors correspondence.
Duties & Responsibilities
1. He ensures the smooth operations of all functions, by giving clear and precise
instructions to the concerned staff,
2. This job can also be done by a Banquet Sales Executive or Banquet sales
assistant.
3. The Assistant Banquet Manager is in charge of the actual performance of the
function held in the Banquet Department.
4. He Co- ordinates with the senior captain and is in charge of inventories, Billing
and briefing.
5. He also deals with complaints from the guests and co-ordinate with various
agencies for Banquet Requirements.
6. The Assistant Banquet Manager, should be aware of all that is happening in the
Banquet outlet, as he is responsible for the success of each Banquet from the
beginning to the end.
7. An Assistant Banquet Manager performs both the functions of Managing the
office and Monitoring Banquet operations.
JOB DESCRIPTION OF BANQUET SALES ASSISTANT
Duties & Responsibilities
1. They are responsible for Managing the Banquet Reservation system in the
Banquet office.
2. They normally work in shifts and take bookings for all functions to be held
in the Hotel.
3. They prepare the function prospectus (FP) or Banquet Function Contract
(BFC) that contains all the details of the proposed function, according to
the guest‘s needs.
4. They co-ordinate closely with the Banquet operational staff to ensure that
the function is planned as specified in the Booking form.
5. They interact closely with the other Departments of the Hotel, on behalf of
the operational team in the Banquets.
6. They report to the Banquet Manager.
7. Team work is the watchword in any food and Beverage. service
Department. A dedicated and committed team, with able leadership, under
ideal working conditions, help in fulfilling the establishment‘s ultimate
goal of guest satisfaction.
JOB DESCRIPTION OF SENIOR CAPTAIN (MAITRE D’ HOTEL)
Duties and Responsibilities:-
1. This senior captain has overall responsibilities for operations.
2. He prepares the Duty charts in consultation with the outlet manager.
3. He overseas the mise –en- place, cleaning, setting of the outlet and staffing
to ensure that the outlet is always ready for service.
4. The senior captain receives the guests and hands them over to the captain
or station holder.

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5. He takes orders form guests if the captain in unable to do so.
6. 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.
JOB DESCRIPTION OF CAPTAIN (CHEF DE RANG)
This position exists in Large Restaurants, as well as in the Food & Beverage service
Department of all major Hotels.
Duties & Responsibilities
1. The captain is basically a supervisor and is incharge of a particularly section.
2. A Restaurant may be divided into section called stations, each consisting of 4
to 5 tables or 20 to 24 covers.
3. A Captain is responsible for the efficient performance of the staff in his
station.
4. A captain should possess a sound knowledge of food and Beverage, and be
able to discuss the menu with the guests.
5. He should be able to take a guest‘s order and be an efficient salesperson.
6. 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.
JOB DESCRIPTION OF WAITER (COMMIS DE RANG)
Duties & Responsibilities
1. The waiters serve the food & Beverage ordered by a guest and are part of a
team under a station captain.
2. They should be able to perform the duties of a captain to a certain extent
and replace the captain if he is busy or not on duty.
3. 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.
4. He should be able to efficiently co- ordinate with the other staff in the
outlet.
JOB DESCRIPTION OF TRAINEE
Duties & Responsibilities
1. The Trainee work closely with the waiter‘s fetching orders from the
kitchen and the Bar, and cleaning the side station in a restaurant.
2. He serves water and assists the waiter.
3. He is mainly responsible for the mise-en-place, and stacking the side board
with the necessary equipment for service.
JOB DESCRIPTION OF WINE WAITER (SOMMELIER)
Duties and Responsibilities
1. His job is to take orders for the service of wine and alcoholic beverages and
serve them during the meal.
2. They should have a good knowledge about wines that accompany a particular
dish and the manner in which they should be served.
3. They should also be aware of Licensing Laws.
4. He should be efficient salespersons.

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JOB DESCRIPTION OF ROOM SERVICE WAITER (CHEF D’ ETAGE)
Duties and Responsibilities
1. Room service waiters work in the Room service outlet, serving both Food &
Beverage to guests in their rooms.
2. The orders is placed by the guest on telephone, and is recorded on a kitchen
order Ticket (K.O.T)
3. The Room Service waiter, who has been assigned that order, sets the tray
according to the Food or Beverage ordered, picks up the orders when it is
ready and serve it to the Guest along with the check, either for payment or
signature.
4. The service should be prompt and efficient as one lapse means a complaint
about service and a dis-satisfied Guest.
JOB DESCRIPTION OF ROOM SERVICE ORDER TAKER
Duties and Responsibilities:
1. Room service order taker records all orders of food & beverage from a
resident guest over the telephone.
2. He records the order on a kitchen order ticket (K.O.T.) and passes it to the
captain.
3. The room service order taker is responsible for all communication between
the guest and the staff of the room service outlet and hence should have good
communication skills.
JOB DESCRIPTION OF HOSTESS
Duties and Responsibilities
1. The job of a hostess to greet and seat guests.
2. The Hostess presents to the guests the menu card and hands them over the
station holder to continue service.
3. She should be pleasant and well organized be able to work under stress and
interact smoothly with her colleagues.

JOB DESCRIPTION OF BARMAN OR BARTENDER

Duties and Responsibilities
1. A Barman works behind the bar counter dispensing beverage and making
cocktails.
2. He should have pleasant manners, good communication skills and a sound
knowledge of all beverages and mixes.
3. He should be fast and efficient.
JOB DESCRIPTION OF CASHIER
Duties and Responsibilities
1. The main duty of a cashier is to make checks on the basis of kitchen order
Ticket (K.O.T)
2. Most cash counters are computerized.
3. Though cashiers are not a part of the food and Beverage team, they work
closely in association with the staff of the department.
4. They Report directly to the accountant.

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CHECK YOUR PROGESS -V
Q.1 Give the difference between mise-en-place and mise-en- scene.
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Q.2 Give the difference between Job description and Job specification.
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Q.3 Explain the duties and responsibilities of Assistant F & B Manager.

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1.8 Attributes, Attitude and Etiquettes of F&B Personal

Every Industry has its own set of requirement from professionals working with it.
Service Industry, especially hotel requires their staff to possess certain attributes that
are prerequisite to perform well. Food & beverage professionals are expected to build
upon the following attributes.

1.8.1 Physical Attributes

The physical attributes contains the proper personal hygiene and appearance. Since
waiting staff deals with food, utmost cleanliness and good grooming is necessary at all
times. This applies not only in high class hotels, but in every branch of catering
however humble it may be. Guest are not likely to return to an establishment where
staff does not maintain proper hygiene and grooming. There are times when food &
beverage professionals are required to work overtime. Lifting and carrying service
equipment also requires staff to be physically fit.

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 Hair: - Hair should be kept healthy, trimmed and avoid dandruff. Hair should
never fall over the eyes. Waitresses may adopt neat hair styles and particularly
ensure a hair length which does not fall on to or below the collar or lengthy
hair should be combed and tied neatly and properly.
 Bath: - Bath everyday, without fail, before coming to shift.
 Face: - Males should shave everyday, before coming to shift. Moustache, if
kept must be neatly trimmed. Do not use strong aftershave. Ladies should wear
only light make-up. Do not use heavy perfumes.
 Teeth:- Teeth and a clean mouth are vital, both for appearance and a
wholesome breath. Brush your teeth immediately before coming to duty. Do
not eat onion, garlic or smoke before your shift. If you smoke, use mouthwash.
 Hands:- Always wash hands with soap before coming on shift keep your nails
short and clean. Hands must always be clean, free of any stains and skin
breaks. Always wash hands with soap, immediately after using toilets, eating,
smoking or handling refuse.
 Uniform:- Uniform should always be clean, laundered and ironed. Change
uniform whenever it is visibly soiled. Change socks and undergarments
everyday. Always carry a handkerchief and change it daily. Uniform must be
worm only on duty and not for personal use.
 Feet:- Feet need care, both for comfort and cleanliness. Keep toe nails trim and
feet well washed. Corns and other painful blemishes may require treatment by
a chiropodist disease. For more severe foot weakness medical advice should be
sought. Socks or stockings should be changed and washed daily.
 Shoes:- Wear comfortable closed toed shoes. Air your shoes. Waitresses
should avoid excessively high and pointed heels and shoes should be daily
polished.
 Cuts and burns:- cuts and burns must be covered with correct dressing.
 Illness:- Inform your supervisor, if you suffer from:-
 Fever
 Diarrhoea
 Upset stomach, nausea or vomiting
 Sore throat or sinus infection
 Coughing or sneezing
 Conjunctivitis
It is better to have regular hours of sleep under good conditions rather than
long irregular hours of sleep. Exercise is very essential for normal growth and
development of the body and the perfect maintenance of health.
 Posture:- Good stance is also important for the appearance comfort and
efficiency of waiting staff. To stand upright and walk erect is to give a good
impression to guests and also to avoid the bodily stresses that accompany
slouching. Waitresses who require support garments are advised to choose
sound quality and proper fitting ones to aid posture and health as well as
comfort and appearance.

1.8.2 Work Related Attributes

The following qualities which a waiter should cultivate or how should behave, are in
no particular order of importance.
 Knowledge of food & beverages and technical ability: The staff must have
sufficient knowledge of all the items on the menu and wine drinks lists in order

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to advise and offer suggestions to customers. In addition, they must know how
to serve correctly each dish on the menu, what its accompaniments are, the
correct cover, and the make up of the dish and its garnish. For beverage service
the staff should known hot to serve various types of wine and drink, in the
correct glass and at the right temperature.

 Communication skills: Language plays an important part in understanding the

requirements of international travelers and delivery them. Food and beverage
professionals must keep improving their communication skills in English
Talking to guest in their own language instead of just English is very effective
and builds good relationship.

 Punctuality: Punctuality is very important. If a waiter is continuously late on

duty, it shows lack of Interest in his work and lack of respect for the
management. The waiter should report on duty before the service is due to
commence so that he many check his station, side board and have complete
knowledge of the menu. Remember early start is a good start.

 Local knowledge: In the interest of customers the staff should have a certain
knowledge of the local area in which they work so that they may be able to
advise the guests on the various forms of establishment offered, the best means
of transport to places of interest so on. The staff should know about the
historical Places of the city and how far are the Airport, Bus Terminal/Station,
Cinema halls, commercial complexes, Railway Station etc.
 Team Work: All sections of a hotel work towards understanding the guest
requirements and delivering them to perfection. This can only be achieved
through co-ordination and co-operation. In its daily operations food &
beverage department needs support of kitchen, housekeeping, front office,
maintenance, laundry, purchase and receiving, personnel and various external
suppliers. It is necessary that the wait staff have the ability to get along with
everyone. They must help colleagues to perform better in their jobs and
complete work as a team to satisfy customers.

 Sense of Urgency: It is very important to increase seat turnover and revenue

during business hours. Slow service will lead to low seat turnover and lower
revenue. The wait staff should be quick in getting food from kitchen, serving
dish, presenting bill when completed and re-laying cover for the next arrival.
All these must be done, quickly and effectively, without running around and
shouting.

 Honesty: This is very important for the waiter in his dealing with both the
customer in his dealing with both the customer and the management. It there is
trust and respect in the triangle of waiter/ customer/management relationships,
then there will be an atmosphere for work which encourages efficiency and a
good team spirit amongst the food and service operations. The staff should
remember that an increase in sale/profit will results in an increase in his
remunerations. Honesty is of Paramount importance as it reflects the character
of a person. The service staff may be tempted to eat guests, food, steal
establishment‘s and guests‘ property, tell lies to his colleagues and guests, pass
on vital information to competitors and so on.

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 Memory: Good memory is an essential asset for service staff. They should be
able to remembers who has ordered what, who is sitting in which table number,
which room number a guest is staying in, the likes and dislikes of guests,
where they like to sit, what type of food they prefer, what types of drinks they
take, smoker or non-smoker, name of guests and so on.

 Salesmanship:- The food and beverage service personnel are technical

salespersons, hence they should have a through 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 deletion
or additions of the menu.
 Maximize revenue: Cutting down on costs and maximizing the revenue of the
establishment should be of prime importance of all members of the staff, even
those in junior positions.

 Observation: A keen sense of observation and an eye for details 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 of anticipate what a guest or the
management needs, even before it is asked creates a very good impression.

 Ability to assume responsibility: All service staff should be able to cope with
the demands of the job and possess the ability to assume responsibility. They
should be loyal to their employers, responsible to the guest and friendly
towards their fellow workers.

 Personality: The staff should be diplomatic tactful, courteous, even tempered

and not controlled by emotions. During service, wait staff comes across
various challenging and demanding situations that should be handled
diplomatically, satisfying both customers and management.

 Courtesy: It is the hallmark of a good waiter to be courteous on all occasions.

Indeed, a waiter must often go out of his way to be considerate rote or fore
bearing to a critical or ill-tempered person. He will certainly be courteous to
customers, but should also carry these good manners through to the service
room and the locker room. His manners should not be just a part of the
‗technique of the restaurant‘, but inherent in his nature and a sign of well-bred
desire to please those with whom he comes into contact. The aim is to be
friendly without being familiar.

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 Complaints: Staff should have a pleasant manner and show courtesy and tact,
an even temper and good humor. They should never show their displeasure
even during a difficult situation. Staff should never argue with a customer and
if they are unable to resolve a situation, it should be referred immediately to a
senior member of the team who will be able to calm the guest and put right any
fault. Remember, loss of time in dealing with complaints only makes the
situation worse.

CHECK YOUR PROGRESS- VI

Q- 1 What are the qualities required for the service staff. Explain any two?
_____________________________________________________________________
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Q-2 Explain the physical attributes?

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Q- 3 Explain the importance of salesmanship qualities for F & B staff.

_____________________________________________________________________
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1.8.3 Attitude of Food & Beverage Service Staff

Attitude is related to the way people behave in the workplace. This is critically
importance in the intensive service context of the hotel industry. Attitude is defined as
‖A mental states of readiness, learned and organized through experience, exerting a
specific influence and person‘s response to people, objects and situations with which it
is related‖. Attitude shape the way the world is viewed and how people organize
themselves in response to external stimuli. It has been used to refer to our emotional
orientation, even feelings, towards things as shaped by our opinion. While our
attitudes have a major influence on our behaviour, particularly in hotel industry, a
variety of other factors have a major impact on the development of our attitudes.
Generally, they are learned both from our own experiences and the general

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socialization process wherein we tend to adopt the views and perspectives of the
important people in our life such as parents, peers and customers. Recent research has
further indicated that how we develop these attitudes can also be a function of our
personality and psychological type which in turn are a function of our genetic
composition. This is particularly the case with how we acquire and interpret
information and then express our understanding of that information in our behaviours.
Personality is bi-product of heredity & Environment.

Some people have an inherent and natural ability to see things in a broad context,
others are more adept at seeing things in fine, highly specific, detail. Given that one‘s
perception is one‘s reality, this can lead to people developing attitudes which may
reflect a broad understanding of the wider context, while other may prefer to see things
in terms of specific details. In a similar fashion, some people have an inherent and
pervading desire to express themselves in a very structured, logical and pragmatic
fashion. In contrast, others may have a preference to express themselves in a fashion
which is reflective of a desire for harmony and comfort rather than logic and order.

The ongoing debate about the role and impact of genetics (Nature) and socialization
(Nature) on our attitudes, behaviour, and reasoned action will provide further insight
and understanding of why we work and deal with ourselves and others in the way that
we do. However, at this stage, we have sufficient understanding of these functions to
identify their consequences for our work, particularly in the hospitality industry. In
hospitality, this self awareness and discipline can be of considerable advantage
Hospitality work tends to involve long hours with bursts of intense activity driven by a
combination of production and customer interaction pressures. While same people are
considered ―naturals‖ in this environment, others, who still have commitments to
hospitality, may struggle to cope in this environment, and consequently find
themselves under achieving in the industry. However, if these people are able to
recognize that their actions and behaviour in these situations are a function of their
attitudes, which are in turn a function of their socialization and genetic make up they
can embark upon a program to modify their attitudes by way of ―re learning‖ and
adjusting their attitudes toward the situation. In turn, they can also develop specific
strategies to help them deal with the stresses and pressure that challenge their
effectiveness in the workplace.

While it is clearly not possible to alter our genetic make up at this stage, it is possible
to alter our attitudes and thus behaviour and reasoned action. We can do this by firstly,
thinking about our actions and planning them and fundamentally by thinking about
why we behave the way we do and why we have the attitudes that we have. By
applying ourselves to developing new ways of interpreting information and

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considering other perspectives, our new found attitude may lead us to engage in new
form of behavior and finally, a more considered and thoughtful approach to pursuing
our goals can lead to change in our planned actions. The attitude of a person
determines whether he is successful or is a failure. Positive attitude towards guests will
make the service staff successful in their career. The staff with good attitude will-
 Anticipate the guest‘ needs and wishes.
 Be attentive to guest at all times during service.
 Do not argue with the guest.
 Do not ignore guest‘s request.
 Listen to guest‘s complaints carefully and immediately solve whatever he
can or refer to superior in authority.
 Be proud of his work.
 Take up additional responsibility.
 Show interest in learning new ideas and development relevant to his field.
 Not indulge in preferential treatment of customers according to the amount
of tips he receives.
 Extend all possible help to his colleagues.
 Report for duty on time regularly, stay back till all the guests leave the
restaurant and obey the instructions of seniors.

1.8.4 Etiquette of Food & Beverage Service Staff

Guest observes more than grooming and appearance. They observe how staff members
carry themselves. Therefore the hotel staff needs to know about etiquette and practice
them.

While Talking to a Guest

 Always smile while welcoming the guest in your restaurant.
 Always maintain an interested and helpful expression on your face.
 Maintain eye contact. Even if you are busy writing or serving, look up once in
a while to maintain eye contact.
 Maintain a distance of at least two feel from the guest while taking an order.
 Speak softly and clearly, without artificial accent.
 Avoid unnecessary movements of hands and facial gestures while describing
dishes, or while speaking to guests.
While standing
 While standing to take an order or standing at the restaurant door, stand erect at
ease, but not in a casual manner.
o Weight balanced
o Shoulders straight
o Chest out
o Stomach in
o Keep your hands on the sides or behind your back.
o Do not keep your hands in the pockets or on the hips.
o Do not cross your arms across the chest.
 Do not lean against the sideboard, panels or the reservation desk/Maitre D‘s
desk.
 Remember, you may be in view of a guest even when you are not directly
interacting with him/her. Maintain your poise at all times.

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 Do not huddle together in bunches inside the restaurant. There is always
something to be done in your area, even when the guests are not there.

While walking
 Walk at an even pace inside the restaurant, avoiding any sound of the
footsteps.
 Never run inside the restaurant
 While walking in guest area. If guest are approaching, get aside and give them

 First right of way.

 If near a door, open the door for the guests to pass through
 Walk on the left hand side
 If accompanying a guest, walk on his/her right hand side and open the door for
the guest.
 Walk erect and maintain the poise

While talking to colleagues

 While communicating with your colleagues, do not point your finger towards
any guest. Use cover numbers to describe who has ordered for what.
 Do not use abusive language with your colleagues.
 Speak politely while ordering food. Calling for pick up etc.
 Be aware of your conversation over the phone. Guest may be watching, or
hearing.
 Never shout in to the telephone
 Do not have long conversations on phone, while a guest is waiting.
 Do not entertain personal calls while at work.

Courteous Behaviour

 Anticipate guest needs and fulfil them without being asked. For example:
o Open the restaurant door and let the guest pass ahead.
o Hand him a pen as he reaches for his own.
o Light his cigarette, as he gets ready to light it.
o Reach out for the heavy bag he is carrying.
o Do not get familiar with the guest, even when he treats when he treats
you like a
o Friend. Maintain professional relationship.
 Treating guest courteously and turning to a colleague and talking to him
impolitely destroy the image. Maintain the same finesse and politeness.
 Treat non resident guest with as much respect as resident guest.
 They are potential guests too.
 Do not forget the power of ‗word of mouth publicity‘ that the guests do for
your restaurant.

1. 9 Coordination of F&B service with Other Department

The food and beverage service department is the selling point of the Hotel. In order to
enable maximum and efficient selling, other departments in a hotel also play important

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roles. It requires a working knowledge of other departments and their functioning to
achieve this.

Food Production: In a service outlet, the F& B production has the most important
role to play. Items prepares here are the ones that the service person sell. In the
planning has any Restaurant, the first thing that comes to mind is the menu.

Kitchen Stewarding: This department is involved in the general cleanliness and

upkeep of the kitchen. It has a pot wash where large vessels are cleaned and a wash
area where service equipment is cleaned, washed and stored .This department also
deals with the shortage and issue all service and kitchen equipment and hence the
controls are also part of this department. The kitchen stewarding departments is
headed a chief executive steward or steward manager. The requisitions of the service
equipment are done through a kitchen stewarding indent book with signature from the
outlet manager, F&B Manager and chief Executive steward.
Accounts: The service department does not deal with the Accounts department
directly but indirectly through various outlet cashiers. The cashiers receive the copy of
the KOT and raise bill accordingly. They also have detailed information about credit
card and discount policies, etc. The general account department deals with payments
of the company like employee salaries, bill settlements, vouchers etc. On a day – to-
day level, the dining room is in direct coordination with the cashiers, and on a weekly
basis with the control of KOT books and discrepancies with regard to entries in the
KOT, bill authorization of signature etc.
House Keeping: The House keeping department takes care of general upkeep of the
Hotel. It undertakes periodic cleaning of all public areas including cleaning of carpet
and polishing of fittings. Service personnel may call on house keeping staff to take
care of occasional spillage, accidents etc. In the event of a guest‘s clothes getting
spoilt, the house keeping staff will assist in laundering them, thus helping retain the
customer. This department also organizes to have flower arrangements placed in the
hotel . The book used in connection with house keeping is the linen book, which lists
all service linen used and exchanged on a “One to One basis” of the more costly
items in the overheads.
Engineering: This department takes care of the air- Conditioning, lighting, plumbing
and general maintenance. Communication is done through he maintenance work order
book and reminders are used if required. Good coordination with the department is
vital for the upkeep of equipment and helps to prevent breakdown during service.
Front Office: This is a " Front of the - house " position and deals with the guest
directly. The check –in, check-out, billing, information, reservation, bell desk,
telephones etc. all come under this department. The front office department may also
be in- charge of the health club, beauty parlor, business centre and travel desk . All
communication relating to the status of a guest (VIP, HG), group staying, company
guests etc can be obtained from the front office. The dining room and room service
need to coordinate with the front office for guest lists, billing instructions, amenities
placement in rooms, problem handling during the night shift and other allied service.

Stores: This may be one or divided into separate areas such as food, liquor, materials,
perishables etc. It may get its supplies through the purchase department gives the
stores department its requirements of food items like proprietary sauces and

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seasonings and materials like doilies, paper napkins, candles, office materials, etc.
through the corresponding indent book.
Personnel Department: All areas of staff requirement and employment are dealt by
the personnel department in collusion with the concerned heads of departments
(HODs). Any action to be taken regarding discipline will also be dealt with in the
same way. This department is also in charge of the staff cafeteria, lockers etc. The
service personnel get their leave applications processed and leave cards updated by the
personnel department. This department also handles discrepancies in the time card.
Job descriptions and job specifications are drawn up by this department in accordance
with requirements from the individual departments. Recruitment, induction, training,
evaluation and personality development programmes are also conducted by this
department in the absence of a separate training cell.
Security:-This department handles the safety aspect of the organization. It is required
to conduct safety and first aid drills, and fire fighting exercises. Security personnel
also look into vehicle parking and are in close contact with the local police to look out
for known criminals and Anti-social elements. Service personnel may use security
personnel in case of drunks and unpaid bills. They have to maintain law and order in
the establishment it and when difficult situations occur.

CHECK YOUR PROGESS -VII

Q.1 What is a still room ?
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Q.2 What do you know about Pantry?

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Q.3 Explain the importance of inter- department relationship of F & B Service.
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1.10 Summary
India, a popular country, has very good potential for the development of food &
beverage service industry. The number of people availing the services of food &
beverage industry is steadily increasing due to their increased disposable income.
Eating out in future will not be a luxury but an essential activity. The food & beverage
service industry is different from other industries in satisfying the needs of customers.
It satisfies one of the most important physiological needs of the consumer, that is, of
hunger and thirst. From last decade food & beverage Industry is expanding very fast.

The F & B department is the send major revenue producing department of the hotel.
The Activities of this department are highly complex, demanding varied skills level to
perform the job. Waiting at table involves close contact with customers and their food
and means that waiters are under constant observation. Food is not appetizing if served
by a person who is slovenly and unclean. Uniforms must be clean and well-ironed. A
well-trained, smart and helpful staff can sometimes make up for aspects which are
lacking elsewhere in the operation. Food & beverage service staff must see that the
guest have everything they require and are completely satisfied. It is of great
importance to anticipate customers need. Establishment‘s success depends on effective
Co-ordination of all staff; a waiter should aim to help his fellow worker. A co-
operative waiter cultivates his ability to get on well with customers and colleagues
alike and to further the policies of the management.

1.11 Key Terms

Auguste Escoffier:- The most famous French chef, known as the emperor of chefs.

Inn:- A house providing food, beverage and accommodation.

Food service:- Food service is an operation in which products/services are created and
delivered to the customer almost simultaneously.

Dhabha:- It is a roadside food stall located at national and state highway specialize in
tandoori and Punjab style of cooking.

Table d’hote Menu:- Table d‘ hote menu is a restricted menu, offering a small
number of courses (three of four) a limited choice within each course, fixed selling
price and all the dishes being ready at a set time.

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Coffee Shop:- It is a restaurant open round the clock, providing a multi cuisine menu.

Banquet:- An outlet that caters to the service of food and beverage to a large
gathering of people.

Bar:- An outlet that primarily serves alcoholic beverages.

Specialty restaurant:- A fine dining out let in which service is both formal and
stylish.

Catering:- Providing the service of food & beverage.

Primary Catering:- Establishments which are primarily concerned with the service of
food and beverages.

Secondary Caterings:- The provision of food and beverage is a part of another

business.

Industrial Catering:- Preparation and service of food for employees working in

factories at subsidized rates.

Bar:- An outlet that primarily serves alcoholic beverages.

Front of House:- The front of house is a term given to the public area of the catering
premise or the actual dining room itself. People who work in this area are called ―front
of house staff‖ including, wait staff, bar staff. etc.

Banquet:- It is a formal meal followed by speeches. However in the hotel industry it

means all kinds of function catering.

Stateroom:- A private cabin on a passenger ship.

Butler/valet:- A highly trained member of the staff who takes care of all the needs of
a resident guest.

Sommeliers: This is the person to handle the ordering and serving of wine. They must
be thoroughly knowledgeable about their own wine lists and competent in helping
guest to select wine appropriate to the food they order.

Captain: A supervisor of service staff in the food and beverage service department.
Brigade: The staff in the dining room or kitchen as an organized team.

Pantry: Storeroom, especially for crockery, cutlery etc.

Waiter’s friend: Tool that is a combination of bottle opener and corkscrew.

Budgeting: An estimate of revenue or income and expenditure made by a company/

unit /hotel

Delegate: To entrust a task to another person.

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Aboyeur: The person in a traditional kitchen brigade who controls the hotplate and is
responsible for communication between kitchen and waiting staff and who ―Calls up‖
the orders. Barker.

K.O.T.: Kitchen order Ticket

B.O.T.: Bar Order Ticket

1.12 Bibliography
 Malhotra R.K. (1998) Food service and catering Management, Anmol Publication Pvt.
Ltd. New Delhi, pp 3-5
 Singaravelavan R (2011) food and beverage service, oxford University press, New
Delhi pp 3-13
 Varghese, Brain (1999), Professional food & Beverage service Management,
Macmillan India, Ltd. Bangalore pp 3-7
 Vijay Dhawan (2000), Food & beverage service, Frank Bros. & Com. (Publishes)
:Ltd. pp 3-10
 Lillicrap, DR, Cousins John A (1971), Food & Beverage service, Hodder and
Stoughton Limited, London, pp 5-7

1.13 Terminal Questions

Fill in the blanks
1. The concept of fast food was first introduced in…………………….
2. Silver service in implement in a ……………………………....outlet
3. Dhabas are located at…………………………………………………
4. Non alcoholic beverages are served in…………….and ……………..
5. ……………….is an outlet organized conferences and meetings.
6. The Person who controls the hot plate at service time is known as the
_________
7. Sommelier is responsible for the service of _____________.
8. The French word for Room Service waiter __________.
9. The French word for waiter _________.
10. An eating establishment that has standardized preparations, Portions, décor
and service is a ……………………………………………
11. Catering places in factories are called……………………………
12. Airline catering may be classified into airline catering and……………………
13. Railway catering may be classified into in-transit service and
…………………….
14. An eating place that serves one food item is a …………………………

Match the Following

1. Out door catering a- Diet foods
2. Clubs b- Local flora & fauna
3. Railway catering c- Tuck Shops
4. Resorts d- Shopping Malls
5. Ship Catering e- Officers messes
6. Airline Catering f- Supply point
7. Military Catering g- Stable Equipments
8. Food Courts h- Marquees and Tents
9. Schools i- Memberships

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10. Hospitals j- Right Quality of
Provisions.

Short Answer type Questions

1. Why the fast food outlets are very popular in India?
2. Give the difference between fine dining restaurant & popular restaurant?
3. Explain Bistro & Coffee shop?
4. Give the definition of hotel?
5. Give the Characteristics of the food & beverage service industry?
6. Give the difference between product & services?
7. Give the duties and responsibilities of a Restaurant Manager.
8. Draw a neat staff organization chart of a first class restaurant.
9. How does F & B department Coordinate with other departments in the
i. Hotel.
ii. Motel
iii. Resort
10. Give the hierarchy chart of F & B department of hotel.
11. Explain the take away in short?
12. Give a short note on departmental store catering?
13. Explain welfare catering with examples?
14. what is club catering?
15. Give the importance of cruises in today‘s world?
16. Give the difference between primary catering & Secondary Catering?
17. Explain, transport catering?

Long Answer type Questions

1. Give a details note of food & beverage service industry?
2. Explain the history of food & beverage service industry in India?
3. Explain the major establishment in food & beverage service industry?
4. What is catering establishment? Explain in detail.
5. How are catering establishments classified?
6. Explain the different types of transport catering available in India.
7. Explain briefly the evolution of Catering Industry?

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UNIT: 2
FOOD SERVICE EQUIPMENTS
FUELS AND SAFETY
Structure
2.1 Introduction
2.2 Objectives
2.3 Food Service Tools and Equipments
2. 3.1 Crockery
2.3.2 Glassware
2.3.3 Cutlery
2.3.4 Hollowware
2.3.5 Silverware
2.3.6 Disposables
2.3.7 Side Station
2.3.8 Trolley
2.4 Fuel
2.4.1 Characteristics of a Good Fuel
2.4.2 Classification of Fuel
2.4.2.1 Solid Fuel
2.4.2.2 Liquid Fuel
2.4.2.3 Gaseous Fuel
2.4.3 Comparison of Various Fuels
2.5 Guest Safety
2.5.1 Food Safety
2.5.2 Fire Safety
2.5.3 Safety- Preventing Accidents
2.5.4 Safety-Preventing Un-usual Events
2.5.5 Safety-First Aid
2.6 Summary
2.7 Key Terms
2.8 Bibliography
2.9 Terminal Questions

2.1 Introduction
In the last reading of food service operations where we have disused about the
organization chart of different outlets and their duties & responsibilities. We have
already discuss about inter department relationship with other departments. In this unit
we are going to learn about food & beverage service tools equipments and furnishing.
The service tools, equipments and furnishing used in hotels plays an important role in
attracting customers. Attractive service ware colourful and clean dishes, plates and
glassware add to the decor of a restaurant. In this unit you will understand that
efficiency of the food service staff depend on the equipment available to carry out the
work assigned to them.

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2.2 Objectives
After reading this unit, learner will be able to understand:
 Food Service Tools and Equipments
 Fuel
 Safety Procedures
 Fire Safety & Emergency Procedures

2.3 Food Service Tools and Equipments

The equipment used in food and Beverage service Industry to provide proper and
prompt service to the guests.

Requirements of Service Tools and Equipments: The operating Equipment used in

hotels plays an important role in attracting customers. Attractive service ware,
colourful and clean dishes, plates and glassware add to the décor of a restaurant. The
choice of service equipment usually reflects the standard and style of a Restaurant.
However several factors have to be considered while selecting the equipment. A Hotel
should be well stocked with appropriate equipment to provide Quality service, for
multipurpose use and to cut down costs, most hotels standardize equipment in terms of
size and colour.

For laying a cover on the table, we need following items:

 Flatware: Flateare refer to denotes all forms of Spoon and forks.
 Glasswares: Glassware refers to all type of glasses being used in
restaurant for various purposes.
 Cutlrey: Cutlery refers to knives, and other cutting implements.
 Hollow wares: hhollow wares refer to any items made from silver, or
 Stainless steel: examples Teapots, milk jugs, sugar basins. Oval flats
etc.
 Crockery: these refer to all items and from china
Criteria for selecting Service tools & Equipments
 Type of service offered and the category of guest entertained.
 The size of the outlet.
 The layout of the food & Beverage service Area.
 Durability of the Equipment, costs and ease of Maintenance.
 Availability of the stock, facility of its storage and flexibility of use.
 Price factors, availability of funds and standardization.
 Design, shape and colour and delivery time of equipment.

2. 3.1 Crockery
Crockery or chinaware is made of silica, soda ash and china clay and dry glazed to
give it a fine finish. Chinaware is available in different designs and colour and is
sometimes coated with patterns on top of the Glazed ware. Chinaware is more resistant
to heat than Glassware. Many large hotels and Restaurant have their china custom-
made with their own design and monogram printed on it.

Care of Crockery: All china should be handled with care as it is fragile and can break
easily.

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 It should be Properly stacked.
 Crockery should be stored in a dust free environment.
 Crockery should be rinsed and dried after washing so that no residual washing
Powder is left.

S.
NO. NAME SIZE USES NOTES

1 Quarter plate 6‖ Bread, Cheese, Also known as B & B

underliner for bowls (breads and butter) plate,
cheese plate, under plate,
side plate

2 Soup plate 8‖ For thick soups and Half plate is used as under
breakfast cereals liner when soup plate is
used

3 Soup cup 250ml For thin soups, also Has two handles
known as consommé
cup

4 Soup bowls 250ml For thick and thin Most restaurants use soup
soups, breakfast bowl for serving all kinds of
cereals soup instead of investing
money on soup plates and
cups

5 Half plate 8‖ Hors d‘ oeuvre varies Also known as fish plate,

and fish, pasta, meats, sweet plate, and dessert
and vegetables when plate
not served as main
course, savoury, sweet,
dessert

6 Full plate 10‖ Main course Dinner plate, joint plate,

large plate, and meat plate
are the other names

7 Breakfast cup 250- For all tea and coffee largest of all the cups
and saucer 300 ml served during breakfast

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8 Tea cup and 200 ml For tea and coffee
saucer served during the day
(except breakfast and
after lunch and dinner)

9 (Coffee cup) 100ml For coffee served after

Demitasse and lunch and dinner
saucer

Table 2.1 Sizes and Uses Of Different Crockery

 Other items of China: Sugar Basin, Butter Dishes, Ashtrays, Egg cups, Hot milk
Jugs, consommé cup & Saucer extra.

2.3.2 Glassware
Food and beverage service outlets use variety of glasses for different types of drinks
which call for a huge investment in delicate and fragile equipment. The style, quality,
and sparkle of glassware selected portray the profile of the restaurant. Glasses are
named by the drinks served in them. Though there are many glasses for different
drinks it is better to go for limited types of glasses that may be suitable for all kinds of
drinks. This not only saves the investments but also reduces storage area and makes
replacement easier in case of breakage.

Silver and soda ash are used for making Glassware. Lead is added to make the glass
crystal clear. Glass also contributed of the appearance of the table and the overall
attraction of the service area. Most hotels use plain clear glassware although some
high class Restaurants use cut glassware.
There are basically two types of glassware. Plain and cut glass. Plain glassware is
preferred over cut glass as one can appreciate color and brilliance of the contents of
the clear glassware.
Glasses have any or all of the followings parts:
 Bowl
 Base or Foot
 Stem

Care of glassware: While Purchasing glassware, one should check that the glasses are
not to be cracked or chipped, transparent and free from air bubbles and pit holes.
Glasses should be carefully washed in warm water and rinsed in clean hot water. They
should be wiped dry using a linen cloth. Glassware should be kept inverted and neatly
arranged in a row, either with a paper underliner or on a tray to avoid dust, Special
plastic glass racks can also be used to stack glasses. These racks allow fresh air to
circulate even when the glasses are overturned. They also facilitate smoother
operations, especially in banquets. In a restaurant, glasses should not be carried on a
plain salver, but with a tray mat to avoid slipping. Glasses should be polished and
checked against light for finger prints before use.

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The Capacity of the glasses is either measured in ―OZ‖ or ―ml‖. The glass ware
capacities are commonly expresses in ‗OZ‘ (ounce) and fluid ounce (fl oz) = 28.4 ml,
in practice, it is taken 30 ml.

Figure 2.1 Different Types of Glasses

TYPES OF GLASSES AND THEIR USES

NAME OF
S.
THE GLASS USES
NO.
1 Cocktail glass For all kinds of cocktails.

2 The champagne For champagne, not preferred as the effervescences goes off
saucer soon due to wider surface area

3 The tulip Champagne and sparkling wines, effervescence stay longer

4 The flute Champagne and sparkling wines, effervescence stays longer

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5 Paris goblet Available in various sized for wines, water, juices, beers, and
cocktails, especially cobblers and Pina Colada

6 Worthington Bottled beers, soft drinks, juices, coolers, and long drinks

7 Rocks/Old- Used for spirits and mixers. Traditionally called as whisky

Fashioned glass

8 Highball/Collins Spirits and mixers, highballs, John Collins, Tom Collins, mint
Julep and water

9 Brandy balloon Brandies, B&B, Brandy-and liqueur- based cocktails, frappes,

and liqueurs

10 Sour glass Spirits, mixers, and sours

11 Martini cocktail Dry, medium and sweet Martinis, Manhattans, and for other
glass cocktails

12 Slim Jim Spirits, mixers, and sours. Alternative to highball glass

13 Copita (sherry) Mainly for sherry but also for sweet wines

14 Elgin For Sherry and smaller version is for liqueurs

15 Port or sherry Port, sherry, and sweet wines

16 Lager/pilsner Bottled and draught lager beers

17 Beer (straight) Traditional beer glass available in different sizes, used for any
beers and beer-based mixed drinks

18 Beer (dimple) Traditional beer glass comes in different sizes, used for any
beers and beer- based mixed drinks

Table 2.2 Types of Glasses and Their Uses

The Capacity of the glasses is either measured in ―OZ‖ or ―ml‖. The glass ware capacities are
commonly expresses in ‗OZ‘ (ounce) and fluid ounce (fl oz) = 28.4 ml, in practice, it is taken
30 ml.
10Z= 30ml
1 ¼ 0Z=37.5 ml
1 ½ 0Z=45ml
GLASSES AND THEIR SIZES
S. No. Glass Recommended Size
(OZ)
1 Bear 10-12
2 Brandy balloon/Snifter 8-10
3 Champagne (Flute/tulip/saucer) 6-8
4 Cocktail 4½
5 Collins 10-12
6 Cooler 15-16½
7 Cordial 1¾
8 Highball 8-10

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9 Margarita 5-6
10 Old-fashioned 7
11 Rocks 5-7
12 Sherry 3
13 Sour 4½
14 Wine 8-9
15 Liqueur glass 25ml
Table shows & the different types of glasses and the recommended size.

Table 2.3 Glasses and Their Sizes

2.3.3 Cutlery
Cutlery refers to all types of knives and cutting implements & flatware such forks &
spoons. Cutlery is available in various designs in silver, plated silver, and stainless
steel material. The type of metal needed for a service operation depends on the profile
of the restaurant and the capital available. Silver and plated silver are expensive,
suitable for high- class dining operations that cater to elite customers but maintaining
this type of cutlery is very expensive and consumes more labour for polishing.
Burnishing machine, Polivit and plate Powder method are sued for retaining the shine
and to remove stains. Stainless steel cutlery is available in many grades of quality and
finish. The two best qualities are those marked 18/8 which means a composition of 18
percent chromium and 8 percent nickel, and 12/12 which is 12 percent chromium and
12 percent nickel. It is available in matt or shiny finish.

Figure 2.2 Table Cutlery Set

Figure 2.3 Different Knives

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Figure 2.4 Various Tools

CUTLERY USES

Oyster Fork To open oyster shell

Pastry Fork Three Pronged fork, left prong Being, broader than the other
two. Used to cut and eat pastries.

Lobster Pick To extract the flesh of lobster & Lobster cracker & To crack
claws of lobster

Butter Knife To spread butter on bread.

Caviar Knife Knife with a short broad blade Used for spreading the caviar

Fruit Knife & For fruit Basket.

Fork

Nut Crackers For Fruit Basket

Grape Scissors To cut and held a portion of grapes

Grapefruit spoon Grapefruit halves

Ice- Cream spoon For all ice- cream dishes served in

Coupes.
Sundae spoon Ice- Cream sweet in a tall glass

Snail Tongs Used to hold the snail shell

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Snail Dish Dish is round with two ears having six indentations to hold a
portion (6 of snails.)

Joint Fork To hold entres and main course

Joint Knife For entres and main course

Soup Spoon For thick soups

Dessert spoon For sweets, for all pastas and nice, except
and fork
Spaghetti
Service spoon Transferring of dishes from the container onto the guest‘s plate
and fork

Tea spoon Tea, coffee, juice served with accompaniments, fruit cocktails,
sweets served in coupes of glass bowls

Coffee spoon For coffee served in demitasse after lunch or dinner

Sundae spoon Ice cream or any shakes with ice cream served in tall glass

Ice cream spoon For ice cream served in coupes, most hotels use teaspoon in
place of ice cream spoon

Fish fork Pronged for fish or Hors d‘ oeuvre

Fish knife Blunt blade for fish or Hors d‘ oeuvre

Cheese Knife With hook end for cheese

Side knife Placed on the side plate for bread, toast, rolls, cheese

Steak knife For steak (serrated edge)

Table 2.4 Cutlery and Their Uses

2.3.4 Hollowware
This includes items made from silver or stainless steel. Some of the hollowware used
in hotels/restaurants is:
 Ice cream bowls
 Entrée dishes
 Chafing Dishes
 Trays and Platters
 Water Jugs
 Oval flats
 Soup tureens

2.3.5 Silverware
Items made of Electro Plated Nickel Silver (E.P.N.S.) or stainless steel is also used in
Restaurants. Some of them are:

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 Milk Creamers
 Egg Cups.
 Condiment Trays.
 Sugar bowls
 Cruet sets
 Chinese service bowls.
 Butter Dishes
 Sauce boat
 Ash Trays.
 Bud Vase
 Toast racks
 Coffee Pots and Tea Pots.

SILVER CLEANING METHODS

There are various methods of silver cleaning. The method used depends on the size
and class of establishment. Some of them are as under:
 Plate Powder Method
 Polivit Method
 Silver Dip
 Burnishing Machine

Plate Powder Method: This is a Pink powder, mix with a little Methylated spirit to
obtain a smooth paste. The smooth paste rubbed on the article and being cleaned with
a clean piece of cloth. The paste must be rubbed well in to remove all tarnish. The
article is then left until the paste has dried and the paste is then rubbed off with a clean
cloth. The method is time consuming but produces good result

Polivit Method: Polivit is an aluminium metal sheet containing holes, which is best
used in an galvanized iron bowl. The Polivit is placed in the bowl together with some
soda. The silver to be cleaned is then put in to the bowl, ensuring that at least one
Piece of silver has contact with the Polivit. Sufficient boiling water is poured into the
bowl to cover the silver being cleaned A Chemical reaction takes place between the
Polivit, soda, boiling water and silver, which causes the tarnish to be lifted. After 3 to
4 minutes the silver should be removed from the bowl and placed into a second bowl
of boiling water and rinsed. On removal from the second bowl the silver is allowed to
drain and then polished with clean cloth.

Silver Dip: This is a Pink- coloured liquid, which must be used in a plastic bowl. The
silver to be cleaned is placed into a wire basket and dipped into the plastic bowl
containing silver dip for few minutes. Take it out placed in warm water, rinsed and
then polished with a clean cloth.

Burnishing Machine: This is revolving drum with a safety shield. It may be plumbed
into the mains are remain portable with the water being poured from a tap. It may be
divided into compartments to hold specific sizes of silver. It may also be possible to
insert a rod through the centre of the drum from one end to the other. This rod is
removable and is passed through the handled of teapots, coffee pots, milk Jugs, Sugar
basins etc. to hold them in position while the drum is revolving. The machine is
switched on. As the drum revolve the mixture of water and soap powder acts as an

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lubricant between silver and the ball bearing. Thus any tarnish is removed but the
silver is not scratched.

2.3.6 Disposables
Disposable are extensively used in all type of catering operations, thought the degree
of usage is varied. Flight catering, Industrial catering, fast food outlets, off premises
catering, coffee shops, takeaway counters, and so on, use more disposable to reduce
labour and laundry cost, initial investment and breakages. Wide range of disposable is
available in different colours Sizes, quality and prices to suit the need of catering
operators. Suitable for –Take aways , fast food, automatic vending, outdoor catering.

Types of disposables
 Storage & Cooking Purpose- Aluminium foil.
 Service of Food & Beverage (Plates, Knives, Fork & Cups)
 Décor- Napkins, Place mats, Table Cloths
 Hygine
 Clothing- Chef hats, gloves, aprons

Advantages of Disposables
 Equipment and labour (reduces the need of equipment & Labour)
 Hygiene
 Time (fast food)
 Marketing (Promotion)
 Capital (Less investment)
 Easy transportation
 Economical

Disadvantages of disposables
 Disposables can be more expensive than some conventional equipment
 Customer acceptability may be poor.

2.3.7 Side Station

This is a very important piece of furniture in a restaurant. It is used by the service staff
for keeping all the service equipment at one place. It is also known as dummy water or
sideboard. It is also used as a landing table for the dishes picked up from the kitchen
enroute to the table and the dirty dishes from the guests table to the wash up area. For
the convenience of the service staff, the side station should be strategically located in a
restaurant. The side station should be kept clean and presentable as it can be seen by
the guests. The following service equipment can be stored in a side station:
 Coffee pots.
 Cruet sets.
 Tea Pots.
 Butter dishes
 Salvers
 Bread baskets
 Finger bowls
 Wine cradle
 Soup ladles

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 Straw stand.
 Cigar cutters
 ICE buckets and tongs
 Candle holders
 Bottle and wine openers
 Toothpick stand
 But vases
 Creamers
 Tea Strainers and drip bowls.

Figure 2.5 Side Station

2.3.8 Trolley
The various trolleys used in the food and beverage service outlets are:
 Hors D‘ Oeuvre Trolley
 Gueridon Or Flambe Trolley
 Carving Trolley
 Dessert Trolley
 Room Service Trolley
 Wine Trolley
 Salad Trolley
 Cheese Trolley
 Liqueur Trolley
 Fruit Trolley

 Hors D’ Oeuvre Trolley: This trolley is probably the least popular in India, as
a majority of guests are not too keen on Hors d‘ oeuvre as a starter. Hors d‘
oeuvre is the first course of a menu usually consisting of selection of small
items of egg, Fish, meat, fruits, and vegetables in pungent (sharp) dressings.

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This trolley can be used to popularize the special dished that are introduced
from time to time.

 Gueridon Or Flambe Trolley: A gueridon or flambe trolley is a small mobile

trolley that can be placed alongside the guest‘s table, It consists of one or two
burners, a gas cylinder and a work and storage, space for plates and cooking
equipments. Using this trolley, the food is flambéed at the guest‘s table. To
flambé food means to cook it at the guest‘s table. The food is flambéd with the
addition of spirit, before it is presented to the guest. Almost any food can be
flambed but the more popular; items that are flambéd are fish, meat, fruit and
desserts. Only skilled and well trained waiters are allowed to handle this
service as there is there is the risk of spoiling food by overcooking it, and of
the flame causing a fire on the premises.

 Carving Trolley: It is used for carving Joints of meat of guest‘s table. The
function of carving trolley is to act as an aid to selling. The Tranchuer (Carver)
laid up the trolley with two methylated spirit lamp & in lower shelf carry the
service plate, Joint plate & carving Knife.

 Dessert Trolley: This trolley serves as a visual aid to selling desserts. Guests
are more likely order a dessert it they can see what is available, Particularly if
it is well presented. Some dessert trolleys are refrigerated. Gateaux, Pastries,
and soufflés can be served from a Dessert Trolley. This trolley has several
shelves and the bottom shelf is reserved for plates, Cutlery, linen and other
service equipment. A glass or Transparent trolley top makes it easy for guest to
select a dessert of their choice.

 Room Service Trolley: This trolley is known for its versatility. It is used for
the service of large order to guests in their rooms. The waiter sets up the meal
and covers on the trolley and wheels it into the guest‘s room. This trolley may
also be used as a dining table in the Privacy of the guest‘s room.

 Wine Trolley: Wine service is important for its revenue potential. The wine
trolley stocks and displays wines and spirits and is wheeled to the guest table to
stimulate liquor sales. The trolley service is provided in gourmet restaurants
and the person who provides this service is a qualified wine butler or
sommelier.

 Salad Trolley: Salads have become an important course nowadays because of

an ever-increasing health-conscious have exclusive salad public. This change
in guest preferences has prompted many restaurants bars dedicated to this
public. Most would like to mix and match their salads to their taste. They
would also like to have options of sauces.

 Cheese Trolley: Cheese in European countries is an important part of a meal

in the classical tradition. Gourmet restaurants still offer this as a cutting edge in
their service.

 Liqueur Trolley: A liqueur trolley is one that is an additional attraction in a

gourmet restaurant that follows the classical menu preparations. The sommelier

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would be in charge of this trolley as well.

 Fruit Trolley: Guests may like to round off their meals with fresh fruits. This
applies especially to diet-conscious guests who may opt to eat only salads and
fruits. Restaurants recognize the health conscious and have a trolley for this
niche public. The server will volunteer to cut the fruits into manageable
portions and serve in the respective service ware.

2.4 Fuel
Any substance which produces heat is known as fuel. Fuel when burnt, i.e. on coming
in contact and reacting with oxygen or air, produces heat. Thus, the substances
classified as fuel must necessarily contain one or several of the combustible elements:
carbon, hydrogen, sulphur, etc. In the process of combustion, the chemical energy of
fuel is converted into heat energy. The term fuel includes all combustible substances
obtainable in bulk. It is a substance, which produces a large amount of heat when
burnt with the atmospheric oxygen. To utilize the energy of fuel in most usable form,
it is required to transform the fuel from its one state to another, i.e. from solid to liquid
or gaseous state, liquid to gaseous state, or from its chemical energy to some other
form of energy via single or many stages. In this way, the energy of fuels can be
utilized more effectively and efficiently for various purposes.

Definition
‗We can define fuel as any combustible substance containing carbon as main
constituent which on burning liberates large amount of heat that can be used for
industrial as well as for domestic purposes‘. For example, coal, wood, charcoal, petrol,
diesel, kerosene, liquefied petroleum gas, compressed natural gas etc.

2.4.1 Characteristics of a Good Fuel

These are as follows:
 High Calorific Value: ‗Amount of heat liberated in complete
combustion of unit

 mass or unit volume of a fuel in the presence of excess air or oxygen

is called as calorific value‘. Fuel should posses high calorific value as the
amount of heat liberated on combustion of fuel and temperature attained
depends upon calorific value.

 Moderate Ignition Temperature: ‗The temperature require to preheat fuel so

that it can start burning smoothly or the minimum temperature at which active
combustion of the fuel takes place when the firing at once started, is called as
ignition temperature‘. Too high ignition temperature cause difficulty in
combustion while too low ignition temperature may create safety problem
during storage, transport and use of the fuel, therefore it should be moderate.

 Low Non-combustible Matter Content: The non-combustible matter reduces

the calorific value because it remains generally in the form of ash or
clinker after combustion which involve additional cost of handling and
disposal of the waste products as well as create hindrance in combustion.
Hence, fuel should have low content of non-combustible matter.

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 Low Moisture Content: The presence of moisture will reduce the calorific
value and increase its cost so moisture content should be as low as possible.

 The Combustion Products should not be Harmful: The fuel on combustion

should not liberate harmful gases such as SO2, CO, H2S, NH3 etc. which can
cause harm to living organisms and environment.

 Moderate Velocity of Combustion: The velocity of combustion should be

moderate neither high nor low.

 Easy to Store and Transport: Fuel should be safe, convenient and

economic for storage and transportation.

 Efficient Burning: It should burn in air with efficiency. Too much smoke
and obnoxious odours are not desirable.

 Size: In case of solid fuel, the size should be uniform so that combustion is
regular.

 Spontaneous Combustion should not Undergo: Spontaneous combustion

can cause fire hazards therefore fuel should not undergo it.

 Controllable Combustion: A fuel should start burning in a controlled manner

and should be able to be stopped when required.

 Cheaper Cost: It should be readily available in sufficient amount at cheaper

rate.

 Size of Briquette: It should be uniform.

2.4.2 Classification of Fuel

Fuel may be classified on various criteria like physical state, ease of availability, mode
of their procurement(natural/manufactured) and amount of heat produced by them i.e.
calorific value. On the basis of occurrence or origin fuels may be classified as under:
 Natural
 Artificial

Natural Fuel: Fuels which are obtained directly from the nature, and can be used as
such or after a little processing are known as primary fuels. The common examples of
natural fuel are Wood, Coal, Petroleum, Natural gas etc.

Artificial Fuels: Fuels which are obtained after the modification and treatment of
primary fuels are known as secondary fuels. The common examples of artificial fuels
are Coke, Gasoline, Diesel, Kerosene, Petrol etc.

On the basis of their physical states, fuels are classified into following categories:
 Solid fuels: Wood, coal, coke, charcoal etc.
 Liquid fuels: Kerosene, diesel, petroleum, gasoline, etc.
 Gaseous fuels: Coal gas, water gas, natural gas, etc.

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Fuel

Natural Atrificial

Solid Liquid Gaseous Solid Liquid Gaseous

*Wood *Petroleum *Natural gas *Charcoal *Diesel *Coal gas
*Coal *Coke *Petrol *Producer gas
* Kerosene * Water gas
Figure 2.6 Classification of Fuel

2.4.2.1 Solid Fuel

As the name suggests these fuels are solid at normal conditions. Solid fuels have the
lowest ratio of hydrogen to carbon and may contain an appreciable fraction of oxygen.
These are found in solid state. Solid fuels are easy to transport and can be conveniently
stored without any risk of spontaneous explosion. Production cost of these fuels is
low. These have moderate ignition temperature but require excess air for complete
combustion and possess less calorific value as compared to liquid or gaseous fuels.
Coal presents the largest reserves of fossil fuels and is more distributed than any other
reserves in category of solid fuel. Solid fuels are mainly classified into two categories,
i.e. natural fuels, such as wood, coal, etc. and manufactured fuels, such as charcoal,
coke, briquettes, etc.

Examples of solid fuel: There are several solid fuels which are readily used. They are:
 Wood
 Coal
 Charcoal
 Coke
 Briquettes etc.
Wood: Wood obtained from trees and one among the age old fuel used by
mankind. In India, wood is used in almost every village, as well as in small
towns and cities. In some parts of country, wood is used for industrial purposes
as well. Wood is vegetable tissue of trees and bushes. It consists of mainly
cellular tissue and lignin and lesser parts of fat and tar, as well as sugar. The
calorific value of wood ranges from 4700 calorie per kilogram to 5300 calorie
per kilogram depending upon the type of wood. The ash content of wood is
negligible. A freshly felled tree may have moisture ranging from 40% to 60%
depending upon the species of the tree as well as the seasons of the year. On
exposure to atmospheric air, the moisture dries up and reduces to 15-20% in
about 18 months. Wood ignites very easily. That is why it is used for lighting
other fuels. The average ignition temperature of different kinds of wood may
vary slightly. The easy availability, low ignition temperature makes wool as
economic a widely used fuel.

Coal: Coal is a fossil fuel. The large deposits of coal in India are in Bengal,
Bihar and Madhya Pradesh. Most of the Indian coal is of low grade variety and
coal washing to obtain low ash metallurgical coal is unavoidable. Over 30% of
coal output is consumed by railways, another similar proportion is used by
industry including iron and steel works. This leaves barely 40% of coal mined

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for use of the power supply undertakings. Coal is classified into three major
types namely anthracite, bituminous, and lignite. However there is no clear
demarcation between them and coal is also further classified as semi-
anthracite, semi-bituminous, and sub-bituminous. Anthracite is the oldest coal
from geological perspective. It is a hard coal composed mainly of carbon with
little volatile content and practically no moisture. Lignite is the youngest coal
from geological perspective. Calorific value of coal is defined as the quantity
of heat given out by burning one unit weight of coal in a calorimeter. The
calorific value of coal is higher than wood. It is more compact source of heat
energy, easy in transportation and higher calorific value makes coal a preferred
industrial fuel.
Advantages of solid fuel: The various advantages of solid fuels are as under:
 They are easy to transport.
 They are convenient to store without any risk of spontaneous explosion.
 Their cost of production is low.
 They posses moderate ignition temperature.

Disadvantages of solid fuel: The various advantages and disadvantages of solid fuels
are as under:
 Their ash content is high.
 Their large proportion of heat is wasted.
 They burn with clinker formation.
 Their combustion operation cannot be controlled easily.
 Their cost of handling is high.

2.4.2.2 Liquid Fuel

The fuel which remains liquid at room temperature is known as liquid fuel. The liquid
fuels can be classified as follows:
 Natural or crude oil, and
 Artificial or manufactured oils.

Natural or Crude Oil: Petroleum is a basic natural fuel. It is a dark greenish brown,
viscous mineral oil, found deep in earth‘s crust. It is mainly composed of various
hydrocarbons (like straight chain paraffins, cyclo-paraffins or napthenes, olefins, and
aromatics) together with small amount of organic compounds containing oxygen
nitrogen and sulphur. The average composition of crude petroleum is :
C = 79.5 to 87.1%;
H = 11.5 to 14.8%;
S = 0.1 to 3.5%,
N and O = 0.1 to 0.5%.
Petroleum are graded according to the following phsio-chemical properties :
 Specific gravity,
 Calorific value,
 Fish point or ignition point,
 Viscosity,
 Sulphur contents,
 Moisture and sediment content, and
 Specific heat and coefficient of expansion.

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Artificial or Manufactured Oils: Manufactured liquid fuels include Gasoline, Diesel
oil, Kerosene, Heavy oil, Naptha, Lubricating oils, etc. These are obtained mostly by
fractional distillation of crude petroleum or liquefaction of coal.

Advantages of Liquid Fuel: The advantages of liquid fuels are as under:

 They posses higher calorific value per unit mass than solid fuels.
 They burn without dust, ash, clinkers, etc.
 Their firing is easier and also fire can be extinguished easily by stopping liquid
fuel supply.
 They are easy to transport through pipes.
 They can be stored indefinitely without any loss.
 They are clean in use and economic to handle.
 Loss of heat in chimney is very low due to greater cleanliness.
 They require less excess air for complete combustion.
 They require less furnace space for combustion.

Disadvantages of Liquid Fuel: The disadvantages of liquid fuels are as under :

 The cost of liquid fuel is relatively much higher as compared to solid fuel.
 Costly special storage tanks are required for storing liquid fuels.
 There is a greater risk of five hazards, particularly, in case of highly
inflammable and volatile liquid fuels.
 They give bad odour.
 For efficient burning of liquid fuels, specially constructed burners and spraying
apparatus are required.

2.4.2.3 Gaseous Fuel

Gaseous fuels occur in nature, besides being manufactured from solid and liquid fuels.
They are in gaseous state at room temperature. The gaseous fuels are classified as
under:
 Natural
 Artificial

Natural Gas: Methane is the main constituent of Natural gas and accounting for about
95% of the total volume. Other components are: Ethane, Propane, Butane, Pentane,
Nitrogen, Carbon Dioxide, and traces of other gases. Very small amounts of sulphur
compounds are also present. Since methane is the largest component of natural gas,
generally properties of methane are used when comparing the properties of natural gas
to other fuels. Natural gas is a high calorific value fuel requiring no storage facilities.
It mixes with air readily and does not produce smoke or soot. It has no sulphur
content. It is lighter than air and disperses into air easily in case of leak.

Artificial Gas: LPG is a predominant mixture of propane and Butane with a small
percentage of unsaturates (Propylene and Butylene) and some lighter C2 as well as
heavier C5 fractions. Included in the LPG range are propane (C3H8), Propylene
(C3H6), normal and iso-butane (C4H10) and Butylene(C4H8). LPG may be defined as
those hydrocarbons, which are gaseous at normal atmospheric pressure, but may be
condensed to the liquid state at normal temperature, by the application of moderate
pressures. Although they are normally used as gases, they are stored and transported as
liquids under pressure for convenience and ease of handling. Liquid LPG evaporates

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to produce about 250 times volume of gas. LPG vapour is denser than air: butane is
about twice as heavy as air and propane about one and a half times as heavy as air.
Consequently, the vapour may flow along the ground and into drains sinking to the
lowest level of the surroundings and be ignited at a considerable distance from the
source of leakage. In still air vapour will disperse slowly. Escape of even small
quantities of the liquefied gas can give rise to large volumes of vapour / air mixture
and thus cause considerable hazard. To aid in the detection of atmospheric leaks, all
LPG‘s are required to be odorized. There should be adequate ground level ventilation
where LPG is stored. For this very reason LPG cylinders should not be stored in
cellars or basements, which have no ventilation at ground level.

Advantages of gaseous fuels: Gaseous fuels due to ease and flexibility of their
applications possess the following advantages over solid or liquid fuels:
 They can be conveyed easily through pipelines to the actual place of need,
thereby eliminating manual labour in transportation.
 They can be lighted at ease.
 They have high heat contents and hence help us in having higher temperatures.
 They can be pre-heated by the heat of hot waste gases, thereby affecting
economy in heat.
 Their combustion can readily by controlled for change in demand like
oxidizing or reducing atmosphere, length flame, temperature, etc.
 They are clean in use.
 They do not require any special burner.
 They burn without any shoot, or smoke and ashes.
 They are free from impurities found in solid and liquid fuels.

Disadvantages of gaseous fuels: The disadvantages of gaseous fuels are as under:

 Very large storage tanks are needed.
 They are highly inflammable, so chances of fire hazards in their use is high.

2.4.3 Comparison of Various Fuels

The table below summarises the values of various criteria like storage, cost, safety etc
of solid, liquid and gaseous fuel:

Sr. Characteristics Solid Fuel Liquid Fuel Gaseous Fuel

1 Storage They need large They need least They must be
storage space storage space but stored in leak
do not store them proof containers
in open and under
pressure in iron
cylinders (LPG)

2 Transportation They can be They can be They can be

transported easily transported easily transported
without any risk through pipelines through pipelines
of spontaneous
explosion

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3 Cost Cheap and easily Costly than solid Costly, except
available fuel natural gases
4 Risk Least risk of Fire Greater risk of Very high risk of
accident fire fire
5 Use They cannot be They can be used They can also be
used in internal in internal used in internal
combustion combustion combustion
engines engines engines
6 Product of They produces No ash problem No ash contents
Combustion ash and its are produced
disposal is a big
problem
7 Combustion rate Combustion is Quickly Combustion is
slow but its combustible and fast and can be
control and stop can be controlled controlled and
is not easy and stopped as stopped as
required required
8 Thermal Low thermal Higher thermal Highest thermal
Efficiency efficiency efficiency efficiency
9 Calorific Value Least calorific Higher calorific Highest calorific
value value value
10 Smoke Smoke is Only high carbon No smoke is
produced or aromatic fuels produced
liquid
fuels may
produce
smoke
Table 2.5 Comparison of Solid, Liquid and Gaseous fuels

2.5 Guest Safety

The act of delivering hospitality is thought to occur naturally. However, throughout
this text, delivering hospitality has been discussed as a planned concept, complete with
research on guest‘s needs, policy and program development, establishment and
delivery of training programs, and follow-up information systems. Hospitality also
includes providing a safe environment for guests, which requires a well-organized
department to oversee and implement safety programs. The security department of a
hotel is vital to delivering hospitality to guests. This department is responsible for
establishing the details of the following systems:
 Guest and employee safety
 Food safety
 Fire safety systems
 Bomb threat action
 Emergency evacuation plans
 Employee safety training plans
 Emergency communication plans

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2.5.1 Food Safety

Food safety, or the safe handling of food, is an important public health priority in the
United States. Every employee in a restaurant is responsible for using proper food
handling procedures, maintaining safe and sanitary food and eating conditions for
guests. Improper food and utensil handling can lead to contamination and food borne
illnesses. Food borne illnesses are carried or transmitted to people from unsafe food.
Each year, millions of people become infected by food borne pathogens in food they
eat, resulting in thousands of cases of food borne illness and death.

The Hazard Analysis Critical Control Point (HACCP) is part of the Food Code. It
is a food safety system that can be used to prevent outbreaks of food borne illnesses
through safe food handling. It covers identification of foods and procedures that are
most likely to cause food borne illnesses, builds in procedures that reduce risks of food
borne outbreaks, and establishes monitoring procedures to ensure food safety. Through
HACCP, the FDA hopes to achieve uniform and effective standards of food safety for
foodservice, retail stores, institutions, schools, and other retail-level establishments
nationwide.

The following suggestions can help servers prevent food contamination in restaurants
in which they work:
 Wear effective hair restraints to prevent hair from getting in the food or on
food preparation surfaces.
 Make sure your uniform, apron, hands, forearms, and fingernails are clean to
avoid the transfer of harmful bacteria to the food and utensils.
 Wash your hands after every chance of contamination, including before
starting work and after using the restroom, handling money, or handling soiled
utensils and equipment. Also wash your hands after coughing, sneezing, using
a handkerchief or disposable tissue, using tobacco, eating, or drinking. Use
proper cough etiquette. Keep your hands away from your hair, scalp, and face.
 Clean your hands and exposed portions of arms with a cleaning compound in a
lavatory primarily designated for hand washing. Hands should be washed by
vigorously rubbing together the surfaces of your lathered hands and arms for at
least 20 seconds and thoroughly rinsing with clean water. Pay particular
attention to areas beneath the fingernails and between the fingers. Rinse hands
thoroughly under running water. Turn the faucet off using single-use paper
towels. Dry your hands with paper towels or a warm-air hand dryer. Never use
aprons or wiping cloths to dry hands.
 Do not work if you have an open wound, a cold, the flu, or any other
communicable or infectious disease. Notify your supervisor so he or she can
find a replacement. Cover any boil or infected wound with a dry, tight-fitting,
sanitary bandage.
 Do not work if you have or have been exposed to noroviruses, hepatitis A,
Escherichia coli (E. coli), Salmonella typhi, or Shigella until you have medical
documentation that you are free of such an illness.
 Handle clean dishes by the rims, glasses by their bases, and silver by the
handles to avoid contamination of food or lip-contact surfaces.
 Store tableware in a clean, dry place at least six inches above the floor and
protected from flies, dust, splashes, and other contaminants.

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 Wipe tables and counters with a cloth that has been stored in a sanitizing
solution. Do not use wiping cloths for any other purpose. Use a second cloth
from separate sanitizing solution to wipe chairs.
 Bring a clean utensil to replace one that has fallen on the floor.
 Keep dirty dishes completely separate from foods to be served to prevent
contamination.
 Clear one course completely, removing it on a tray, before you bring the next
course on another tray.
 Be aware that cold foods should be held at temperatures below 41◦F (5◦C), and
hot foods should be held at temperatures above 140◦F (60◦C). Foods should be
stirred on a regular basis during holding.
 Never mix new food with old food.
 Pour refills from a pitcher, wine bottle, or coffee server, avoiding contact with
the guest‘s glass or cup. This will prevent cross contamination from one
guest‘s glass or cup to another.
 Notify guests that clean plates are to be used each time they return to self-serve
areas such as buffets and salad bars. A polite way to do this would be to collect
soiled dishes and, at the same time, encourage guests to take another clean
plate for refills.

2.5.2 Fire Safety

Fire is among the potential hazards associated with the hotel. Hotel must be equipped
to safeguard guest and its property from the fire. All the employees must be aware of
any specific procedure laid down for the establishment and be ready to comply with
them at all the time.

The three basic elements if present at a place will result in outbreak of fire. They are:
 Fuel (a combustible substance)
 Oxygen (necessary as fire is an oxidation reaction)
 Heat (ignition temperature)

If any one of them is absent the fire cannot outbreak. Therefore fire can be
extinguished by following three principles:
 Starving
 Smothering
 Cooling

Starving: Starving is the removal of the fuel from the vicinity of fire so that there is
nothing to burn. Suppose fire outbreaks in the area where wood is stored, it can be
extinguished by removing all the wood from that area. This will lead to elimination of
one major element necessary for fire.

Smothering: Fire can be extinguished by cutting off supply of air (oxygen) which is
necessary for existence of fire. Removal of air is known as smothering.

Cooling: Heat (ignition temperature) is another essential for the existence of fire.
Cooling can be achieved by putting water.

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CLASSIFICATION OF FIRE
Depending upon combustible material that caught fire, it is classified in to following
five groups:
 Class A fire
 Class B fire
 Class C fire
 Class D fire
 Class E fire

Class A: Wood, paper, textile, grass, garbage, and materials composed

of cellulose
Class B: Oils, petroleum products, varnishes, paints, non-ionic solvents
Class C: Fire of electrical origin involving electrical short-circuits
Class D: Fire caused in metals e.g. Magnesium, Aluminium, Zinc,
Potassium etc.
Class E: Outbreak of fire in gases e.g. Liquefied Petroleum Gases
(LPG), Methane, Compressed Natural Gases (CNG) etc.

Procedure in the Event of Fire

Most of the hotels follow the following procedure in an event of fire:
 The person concerned must be informed immediately on detection of fire.
 Do not panic
 Warn other people on the vicinity and sound the fire alarm
 Do not jeopardize your own safety or that of others
 Follow the procedure laid down by your establishment
 Fire brigade must be informed immediately
 Dot not try to extinguish fire if you are not trained for the same otherwise
your faulty procedure may lead to spread of fire.
 If you are trained for fire fighting, use appropriate fire extinguisher to
extinguish fire, if the fire is small.
 Close doors and windows; turn off supply of electricity and gas.
 Do not wait for the fire to get out of control before calling fire brigade.
It is important that all the passageways are kept clear and doors should open outwards.
Fire exits are marked properly and should remain visible in darkness too. The fire
extinguishers should be placed at proper places and should be in working conditions.
Periodic fire drills should occur and should be taken sincerely since lives may be
endangered if fire outbreaks. Fire detecting systems, sprinkling system, smoke
detecting system, fire fighting equipments, fire houses etcetera should be inspected
and tested at regular intervals to ensure that they remain functional in the event of fire.

2.5.3 Safety- Preventing Accidents

According to oxford dictionary, ‗an unpleasant event that happens unexpectedly and
causes damage, injury or death‘. The accident may occur due to one of the following
reasons: Excessive haste
 Carelessness
 Anxiety
 Lack of interest
 Lack of concentration

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 Failure to apply safety rules

Excessive haste:
Excessive haste is one of
the prime causes of
accident because person in
haste may overlook the
safety rules or obstacles in
the way. Therefore the
golden rule should be
never run to avoid an
accident.

Carelessness:
Carelessness is another
root cause of accidents. A
careless handling of the
equipments may
eventually lead to
accidents.

Anxiety: Anxiety is a feeling Figure 2.5 Accident Report Form

of worry or fear. An anxious person will not be able to concentrate on the task that is
carried out by them and will lead to accidents.

Lack of interest: Lack of interest in the work leads to carelessness in the person and
ultimately the person will not be able to follow the correct procedure for carrying out
the task and accidents may occur.

Lack of concentration: there may be several reasons why an employee may not be
able to concentrate on their work. The possible reason for lack in concentration are
personal worries, lack of interest, distractions etc. When someone is not able to
concentrate on their work may eventually meet with accidents.

Failure to apply safety rules: Safety rules, if followed will prevent the occurrence of
accidents. Operating procedures of any equipment that are mentioned in the manuals
of equipments should be followed to eliminate the chances of accidents. A failure in
applying safety rule will cause accident.

Accident Report: The organizations take all possible precautions to avoid accident
but in spite of all care the accidents may occur. An accident occurring on the premises
where the employee works must be reported to the employer and a record of the
accident must be entered in the accident book as shown in figure 2.5. Proper reporting
of accidents may help the management in following ways:
 Identification and spotting the accident prone area so that appropriate
signals may be place to avoid any future accidents.
 Assessment of loss due to accident
 Requirement of ambulance
 First aid to be given

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2.5.4 Unusual Events

Hotel employee may face following unusual event:
 Terrorist activities and Bomb threat
 Robbery

Terrorist activities and Bomb threat

A lodging property that caters the VIPs may face the possible threat of terrorist
activity and bomb threat.
The hotel should take
these threats seriously.
The hotel in such
situation should liaise
with the local police
authority and follow the
instruction from them.
The bomb threat may
come by telephone. The
person receiving such
call should follow the
below mentioned points:

 Do not interrupt the

caller
 Write the exact
words of the caller
 If possible find out
time due to explode
 Where the device is
placed
 Description of
device
 Why he has done it
Figure 2.6 Sample Bomb Threat Form
 Whom they
represents
 Write everything as soon as call is disconnected (a bomb threat form may be
used for the same if used in hotel. A sample format is shown in figure 2.6 such
as:
 Callers voice
 Mannerism
 Determination
 Age and sex
 Accent
 Any background noise etc.
 Do not alter the exact talk that has occurred between you and caller while re-
telling to the authorities.
 Inform the competent authority immediately.
 Do not spread the rumours.
 Do not attempt to diffuse device if you are able to locate the same.

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Robbery
Robbery is a possibility in hotel as there may be a large sum at the front desk cash and
bills sections and also at the point of sales. In an event of armed robbery hotel
employees should
normally follows the
below mentioned
procedures:
 Comply with
the robbers
demand
 Do not make
sudden
movement to
provoke the
robbers to use
weapons or
fire arms.
 Remain quiet
unless directed
to talk by
robbers
 Do not
attempt to
disarm the
robber, as this
may
jeopardize the Figure 2.7 Sample Crime Report Form
life of person
doing the act and other people in the vicinity.

The cashier may switch the secret alarm that might be installed in the cash drawer
while following the direction of robbers without being suspicious to be noticed by
them.
 Observe the person carefully noting the physical characteristics like height, built,
eye colour, hair colour, mannerism, complexion, clothing, scar marks or any
thing that can be helpful to identification of the robbers.
 The employees may also note the direction of escape, type and registration
number of vehicle used by the robbers.
 The employees should refrain themselves for touching any objects that might be
touched by the robbers and restrict the movement of the people in the area so
that the possible evidences are saved till the policemen comes to the premises.
 The hotel may have a format to record the details of the robber that is gathered
from the people who have witnessed the event. The format of crime report form
is shown in figure 2.7.

2.5.5 First Aid

According to oxford dictionary, first aid is the medical help that one gives to
somebody who is hurt or ill before the doctor arrives. It is mandatory for the
establishment that they should have adequate first aid equipment, facilities, and trained

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personal to provide first aid at the work area. If the injury is serious, the injured person
should be treated by a doctor or qualified nurse as soon as possible.

First Aid Equipments: There should be a first aid box in the work area. First-aid box
should be easily identifiable and accessible in the work area. It should be in the charge
of a responsible person. A regular replenishment of the first-aid box is necessary so
that first-aid may be given in case of requirement. A first aid box must contain at a
least following things:
 A card giving general first-aid guidance
 20 individually wrapped, sterile, adhesive, waterproof dressings of various
sizes
 An antiseptic lotion and antiseptic cream
 4 X 25 g. cotton wool packets
 1 dozen safety pins
 2 triangular bandages
 2 sterile eye pads, with attachment
 4 medium-sized sterile un-medicated dressings
 2 large size sterile un-medicated dressings
 2 extra large size sterile un-medicated dressings
 Scissors
 A report book to record all injuries.

FIRST-AID FOR SOME COMMON PROBLEMS

Shock: the signs of shock are faintness, sickness, clammy skin and pale face. Shock
should be treated by keeping the person comfortable, lying down and warm. Cover the
person with blanket or clothing, but do not apply hot water bottles.

Cuts: All cuts should be washed with the antiseptic lotion and should be covered with
waterproof dressing. When there is considerable bleeding it should be stopped as soon
as possible. If bleeding persists it may be stopped by bandaging firmly or pressing the
artery with the thumbs and immediate medical assistance is necessary.

Nose Bleeding: In case of nose bleeding, sit the person down with the head forward,
and loosen clothing round the neck and chest. Warn the person not to blow the nose
for several hours. If bleeding persists seek the medical assistance.

Fainting: Fainting may occur after a long period of standing in a hot, badly ventilated
area. The signs of an impending faint are whiteness, giddiness and sweating. A faint
should be treated by raising the legs slightly above the level of the head and, when the
person recovers the consciousness, putting in the fresh air for a while and making sure
that the person has not incurred any injury in fainting

Fractures: The best treatment for fracture is to make the affected part immobile
before doing anything. Immediately seek the assistance of doctor.

Burns and Scalds: Burn is caused by dry heat source like flame or hot articles
whereas scalds are caused by wet heat source like steam or boiling liquids. The burnt
part should be placed under running cold water or immerse in cold water till pain
ceases. Seek the assistance of doctor if required.

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CHECK YOUR PROGRESS-III
Q. 1 Write a brief note on guest services?
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

Q. 2 Write a brief note on guest safety?

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

Q. 3 Write a brief note on first aid?

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

2.6 Summary
Food service tools, equipment and furnishing of various qualities are available to meet
the requirements of different styles of catering operation. The success of the catering
business undoubtedly depends on the availability of service equipment. The menu
forms the basis for identifying the requirement of service equipment Though different
types of service equipment may be procured for dishes and drinks offered for sale,
using multipurpose equipment not only saves money but also reduce storage space and
maintenance costs. Purchasing of equipment is the managerial activity which calls for
careful and wise decisions while selecting the equipment. It involves major capital
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investment. Equipment must be maintained and handled carefully by the employees.
Many hotels display the rate of each piece of cutlery, Crockery, glassware and other
important equipment in prominent places to make the employees aware the costs
involved, in case of breakages or damages.

The fuel is a substance which when once raised to its ignition temperature continues to
burn if sufficient oxygen or air is available. The main constituents of any fuel are
carbon and hydrogen. These constituents are called combustibles. The calorific value
of a fuel is amount of heat liberated by its complete combustion. For solid and liquid
fuels, calorific value is expressed in kJ/kg, where as for gaseous fuels it is expressed as
kJ/m3. We have learnt various types of fuels and their characteristics.

The safety and security of resident guest, non-resident guests, and hotel employees is
the major responsibility of the hotel. Hotel is opened to the public yet it is a private
property. The hotel employees must have an eye on suspicious peoples and should
take necessary action to remove the trespassers. The hotel uses various types of room
keys like emergency/grand master key, master key, and guestroom key for security
reasons. Each type of keys is controlled for safety and security of guest. All the care is
taken to minimize accidents and fire outbreak. The fire alarm system is installed in the
hotel so that it is detected at earliest and controlled before it spread and goes out of
control. There are pre-determined standard operating procedure for handling events
like terrorist activity, robbery, vandalism, theft so on and so forth.

2.7 Key Terms

Cover: The space required on a table for laying cutlery, crockery glassware & linen
for one person to partake of a meal.

Chafing dish- A food warmer used during buffet service.

Coaster: A small mat Put under a bottle or glass to avoid wet rings on the surface of
the table.

Flambé: To pour alcohol over food and set it alights, to enhance visual delight during
service.

Station: A set of four or five table in a restaurant.

Baize base cloth: Soft felt cloth usually green in colour used on most dining tables in
restaurants and banquets.

Monkey bowl: A small multipurpose bowl used for serving accompaniments

Soup tureen: Deep Covered dish from which soup is served at the table using a ladle.
Finger bowl: Small bowl filled with water and perhaps a piece of lemon placed on the
table so that guests can clean their finger.

Salver: Tray, usually, round and made of silver, on which drinks etc are presented.

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Fuel: A fuel is a substance which when once raised to its ignition temperature
continues to burn if sufficient oxygen or air is available.

Calorific Value of Fuel: The calorific value of a fuel is amount of heat liberated by its
complete combustion.

Bagasse: The residue of sugarcane is called a bagasse.

2.8 Bibliography

 Lillicrap, D R, Cousins John A (1971), Food & Beverage service, Hodder and
Stoughton limited, London pp. 54-66
 Singaravelavan, R, (2011) Food & Beverage Service, oxford University Press,
New Delhi pp 56-66
 Verghese, Brain(1999), Professional Food & Beverage service Management,
Macmillan India Ltd. Banglore pp 54-61
 http://www.hospitalitynet.org/index.html
 http://en.wikipedia.com/wiki/f&b equipment
 George bobby, chatterjee sandeep (2008), Food & Beverage service and
Management, Jaico publishing house, Mumbai.
 Fuller, John (1992) Advance food service, Stanley thornes (publishers) Ltd.
England.
 Andrioli Sergio, Dougles Peter (1990), professional food service, Heinemann
professional publishing Ltd. Oxford.

2.9 Terminal Questions

Fill in the blanks:
1. The most commonly used material in dining room furniture is____________
2. The approximate sizes of a fish plate__________________
3. Height of the seat of a dinning chair is_________________.
4. Minimum fall of table cloth all over the edge of a table is__________.
5. Electro Plated___________ silver (E.P.N.S.)

Short Questions
1. Explain the purpose of napkin folding.
2. Differentiate between table cloth and slip cloth.
3. What is the capacity of tea cup; demi tasse and beer goblet.
4. What precautions must be taken for proper handling of glassware?
5. Name different spoons used in a restaurant.
6. What is hollowware? Give examples.
7. Give the sizes of a napkin and a chair used in a restaurant.
8. What is baize cloth? what are its uses.

Long Questions
1. What is a dummy waiter? What is stored in it?

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2. Explain different types of trolley used in F&B service department.
3. List the equipments required for effective and efficient F& B Service.
4. What are the causes of fire? Explain the basic elements of fire.
5. Classify fire? Explain the principals involved in extinguishing fire.
6. What do you understand by accident? What are the root causes of occurrence
of accident? Explain.
7. What are the advantages of reporting accidents?Explain the accident report
form with format of the same.
8. What is first-aid? What equipment and articles one can find in a first-aid box?
9. As a front desk employee how you will deal with terrorist activity of bomb
threat?
10. Suppose you are a cashier at front desk and a group of people comes with fire
arms to rob the cash. How you will handle the situation?
11. What are the various fuels used in hotels and catering industry?
12. Which fuel may be considered as a good or ideal fuel?
13. What are the advantages and disadvantages of solid, liquid and gaseous fuels?
Compare the three.

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UNIT: 3
FOOD SERVICE -I
Structure
3.1 Introduction
3.2 Objectives
3.3 Table Service Tools and Equipments
3.3.1 Criteria of Selecting and Purchasing Equipment
3.3.2 Categories of Equipment
3.3.1.1 Glassware
3.3.1.2 Crockery
3.3.1.3 Tableware (Flatware, Cutlery & Hollowware)
3.3.3 Care and Maintenance of Equipments
3.4 Condiments
3.5 Sweeteners
3.6 Menu
3.6.1 Types of Menu
3.6.1.1 Menu Classification on the Basis of Price
3.6.1.2 Menu Classification on the basis of Schedule
3.6.1.3 Menu Classification on the basis of Meal Time
3.6.2 French Classical Menu
3.6.3 Menu Planning
3.7 Layout of Table
3.8 Napkin Folding
3.9 Receiving and Greeting the Guests.
3.10 Summary
3.11 Key Terms
3.12 Bibliography
3.13 Terminal Questions

3.1 Introduction
The experience of dining out is largely a series of events which are experienced by a
diner and covers both tangible and intangible events. The process starts with when the
customers enters any food & beverage service establishment and lasts till the customer
leaves the restaurant. The emotions involved during the entire time period are also
considered valuable. The tangible aspects include food and drink and the intangible
aspects comprises of service, atmosphere, mood, etc. Even though, the tangible
products are of importance, it is the intangible aspects which affect the overall
experience of a customer in the outlet. The creation of atmosphere, by the right choice
of décor, furnishings and equipment, is therefore a major factor that contributes to the
success of the foodservice operation. A careful selection of items in terms of shape,
design and colour enhance the overall décor or theme and contributes towards a
feeling of total harmony.

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3.2 Objectives
After reading this unit learner will be able to understand:
 F & B Service Tools and Equipments
 Condiments
 Sweeteners
 Menu
 Layout of Table
 Napkin Folding
 Receiving and Greeting the Guests.

3.3 Table Service Tools and Equipments

We will be studying table service tools and equipments under two heads:
 Criteria of selecting and purchasing table service tools and equipments
 Categories of tools and equipments

3.3.1 Criteria of Selecting and Purchasing Equipment

As we can make it out from the above statements and paragraphs, key to the success of
a food and beverage outlet lies with the selection of various types of equipment being
utilized in the service. A level down in some area of dining experience can always be
made a level up by providing exemplarily good quality equipment. The creation of the
atmosphere by the right choice of decor, furnishing and equipment, can always play a
positive role in making up the customers‘ mind. The shape of the outlet, design,
colour, furniture, layout, linen, tableware, small equipment and glassware, everything
should harmonize with each other to give a balanced experience. Better results can
always be obtained by having better equipments as they increase the efficiency of the
staff by all means. Selection of equipment is generally determined by considering
factors like:
a) Type of establishment
b) Location of the establishment
c) Type of clientele
d) Type of service
e) Availability of funds
At the same time, we should always consider the following points while purchasing
the equipment for any food and beverage service outlet:

CLIENTELE: The clientele to be served by the outlet plays a significant role in

selecting the equipment to be purchased. The business class or elite class customers
would like to have equal emphasis on the interiors, decor and theme as on availability
of food and beverage items. Such setups stress upon providing high quality service to
its clients by using special equipment like gueridon trolley, etc. thereby increasing the
menu price whereas a customer going for a midmarket or a budgeted outlet would be
more interested in getting the food at more reasonable and competitive prices rather
than going in for quality service.

LOCATION: The location of the establishment directly affects the profile of clientele
and service styles, which is reflected on the quality of equipment to be purchased. For

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e.g. a downtown restaurant, mainly serving the office going crowd, would like to go
ahead with the melamine plates, stainless steel flatware and glassware, use of paper
napkins amongst others so as to make the service quick, fast and reliable with high
volume sales.

STYLE OF SERVICE: Choice of equipment also depends upon the style of service
offered in the restaurant. in case of upmarket segment, the service styles involves the
usage of high quality tableware, flatware and chinaware along with the use of special
equipment like carving trolley, flambé trolley and other associated tools whereas
service style of buffet service will involve usage of other types of equipment but at the
same time, it will be able to serve more customers in the same timeframe.
INVESTMENT: Availability of cash and funds with the promoter influences the
choice of selection of equipment. Specialized equipments along with fine quality
chinaware, EPNS cutlery, crystal glassware, heavy furniture, fine quality linen and
other such equipments will always be a heavy investment in the initial stage of
establishment as compared to cheaper options like stainless steel hollowware and
melamine tableware.

MAINTENANCE COST: Costs involved in the maintenance of the equipment is

another factor to be considered while purchasing because many a time an equipment
might look very good and useful in the beginning but might become a spoiler in terms
of cost involved in maintenance like cutlery and hollowware of EPNS as it needs to be
polished at regular intervals making it more costlier in long run. Or cutlery with more
designs and engraving / embossing requires high cost of maintenance.

EFFICIENCY AND DURABILITY: The equipment to be purchased should be a

low cost affair and should be efficient while working. The equipment should be able to
meet out the requirements and at the same time should be durable in long run.
Ultimately, it should be able to solve the purpose for which it was procured.

REPLACEMENTS: In case of defects, malfunctioning, or breakages, it should be

easy for the purchaser to find the replacement without having trouble. The companies
and suppliers of repute ensure the availability of products in long run thus making it
easier to replace the shortcomings with the equipment of same design and pattern. It
will be point of concern, if the product goes out of market and the promoter fails to get
the replacements, thus forcing him to invest heavily again.

MEAL TYPE: The meal on offer also plays a vital role in selection of equipment as
we require different types of equipment for breakfast, lunch and dinner. Also if the
establishment is open for all three meals then the cutlery, crockery, glassware and
hollowware will have a wider range. Requirements for beverages and snacks will also
differ.

MENU ON OFFER: Even if the restaurateur has been able to clearly decide about the
meals to be offered in the food and beverage establishments, the equipments will vary
depending upon the dishes enlisted in the menu card. We require different types of
equipments like thalis and katoris for Indian menu where as we may require
chopsticks and forks for Chinese menu or we require knife and fork for continental
dishes. Equipments like joint knife and fork or fish knife and fork will not be required
for a vegetarian restaurant. Equipment like glass bowls and casseroles will be very

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much required in a restaurant serving continental preparations for dishes like baked
vegetables or salads. Things like cruet sets, sauce boats, entree dishes, dessert knives
and forks, etc becomes an essential requirement in case of fine dining restaurant.

SHAPES, DESIGN AND PATTERNS: Shapes, design and pattern of cutlery,

crockery, glassware, hollowware and tableware should be in accordance to the theme,
design and decor of the establishment because both the things should go together. The
overall effect of the quality and dining in the restaurant will be incomplete if either
fails to compliment the other one.

EASE OF STORAGE: The equipments to be purchased should be easy to store and

should require minimal space for the purpose. The space is one of the major
constraints in designing a food and beverage establishment because of its high price
and hence, most of the promoters or investors like to use the maximum possible space
for guest usage to give high ROI (Return on Investment). So, the equipments should
be easy to store and can be of folding or collapsible type with multi level storage
facilities.

CHECK YOUR PROGRESS-I

Q. 1 Write a brief note on criteria of selection of tools and equipments?
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
____________________________________________________________________

3.3.2 Categories of Equipment

The equipments required by a food and beverage service outlet can be divided into the
following broad categories:
a) Glassware
b) Crockery
c) Tableware (Flatware, Cutlery & Hollowware)

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d) Furniture
e) Disposables
f) Linen

3.3.2.1 GLASSWARE
There are different types of glasses used in any food and beverage service
establishment as the outlet offers various types of beverages to its clientele. The design
and quality of the glassware actually depicts the quality and level of the restaurant.
Normally, the nomenclature of the glassware is more or less done on the basis of
drinks served in it. Any establishment catering to the high end customers will use a
wide variety of glassware whereas a restaurant serving a normal or limited menu will
use limited glassware as the cost of investment and maintenance is very high. Glasses
may be divided into three parts i) Bowl, ii) Base and iii) Stem. All glasses will
normally have any or all the parts. Further, the glasses may be classified into following
three types:
a) Tumbler – A bowl without stem with straight or widened sides. e.g. high ball,
juice glass.
b) Footed ware – Where bowl sits directly on the foot. e.g. brandy balloon, beer
goblet.
c) Stemware – Glasses with all three parts where stem connects the bowl with
foot. e.g. red wine glass, white wine glass, etc.

PURCHASING GLASSWARE: Following points must be considered before

purchasing glassware:
1) Should be relatively heavy and durable.
2) Should be free from air bubbles and must have fine rim.
3) Should be easy to handle and maintain.
4) Should be easy to replace.
5) Should not have cracks and chips.
6) Should be clear and well polished.
7) In case of cut glasses, the edges should not be very sharp.
8) The base of the glasses should be well designed so that it can hold properly.

GLASSES, CAPACITIES AND THEIR USES

Name of the Capacity

S.No. Shape Description
Glass (in ml)
Ideal for drinking both red and
All purpose white and wines. With not an ideal
1 240 - 270
wine glass pairing for either, it can enhance
red both reds and whites.
For light bodied red wines with
fewer tannins and more subtle
2 Red Balloon 240 - 270 flavor, a large bowl and wide
mouth allow the wine to breathe,
enhancing delicate flavours.

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These glasses are used for serving

3 Beer Goblet 350
of ales and lagers.

Very large and durable, mugs are

ideal for proper serving of
4 Beer Mugs 350
Oktoberfest and other dark German
lagers.
Perfect for serving classic pilsners
and other pale lagers, Pilsner
glasses showcase a beer‘s color,
clarity and carbonation. The conical
5 Beer Pilsner 350 - 400
shape helps maintain the beer‘s
head, while the narrow design
allows the aromas to reach your
nose.
A large glass used for serving
beers. The narrow base helps in
easy holding and also allowing the
6 Beer Stout 500 - 550
temperature to be maintained. Also
the narrow top reduces the loss of
effervescence.
Ideal for presenting lambic and
Beer Tulip
7 500 - 550 saison, the tulip shape also is very
Stems
well-suited for specialty fruit beers.
Belgian Beer glasses allows for
subtle warming of the beer via heat
Belgian Beer transfer from the hand, while the
8 350 - 400
Glass inward tapering top captures
aromas, enhancing the tasting
experience.
A wide bowl creates surface area to
help evaporate the liquor and
enhance flavor. The narrow top
9 Brandy Snifter 250 - 300
concentrates aromas, and the
rounded bottom is ideal for cupping
with your hand to warm the brandy.
A tall, narrow glass maintains
Champagne flavor concentration and displays
10 200 - 250
Flute effervescence, enhancing
presentation.
The bottom ridges allow for a
comfortable grip and help release
11 Cider Glass 150 - 175 aromas that are concentrated and
intensified by the apple shaped
bowl for multi sensory tasting.

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These are actually not glasses used
for taking drinks but are used for
emptying the beverages from
bottles. The narrow neck reduces
12 Decanter 1 ltr
loss of fizz and these elegant
looking things can be placed
directly on tables instead of putting
bottles.
A smaller glass enables proper
portioning of these higher alcohol
Dessert Wine
13 180 - 200 dessert wines. A rounded bowl
Glass
directs the wine to the back of the
mouth, perfecting the sweetness.
This type of glass is used to serve
digestive wines. The small bowl
14 Digestif 180 - 200 and long stems makes it easier for
holding the digestives at right
temperatures.
Pub glasses offer the perfect
presentation of classic ales, such as
English Pub IPA, pale ale, brown ale or stout. A
15 350 - 400
Glass wide mouth supports the frothy
head, Pub glasses offer a traditional
yet brilliant beer presentation.
Giant Beer glasses have a tall
stature, providing an exceptionally
pleasing presentation for wheat ales
Giant Beer
16 500 - 550 and pale lagers. Designed for draft
Glass
beer service, these glasses feature a
rounded top that holds a generous
head of foam.
Thus glass is used to serve cocktails
is made with a base spirit and a
Highball or non-alcoholic carbonated mixer
17 250 - 300
Collins which is served with ice, requiring
a tall glass for proper proportioning
of ingredients.
This glass is normally used to serve
iced tea. The big bowl allows ice to
18 Iced Tea 250 - 300
get properly mixed with other
ingredients.
This small glass is used to serve
juices and welcome drinks to the
19 Juice 180 - 200
guests. Can also be used to serve
liqueurs.
The small capacity (1-3 oz.) and
conical shape is made for serving
20 Liqueur 75 - 90
small amounts of sweet distilled
spirits flavored with fruit, herbs,

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flowers, nuts or spices.

A Mexican cocktail made from

tequila, orange liqueur and lime
juice, margaritas are often rimmed
21 Margarita 250 - 300 with salt. The stem helps prevent
warming the drink, and the very
wide top enables an optimal salt-to-
drink ratio.
A very wide bowl allows for
maximum aromatics (especially the
juniper and botanicals in a gin
22 Martini 250 - 300 martini). The glass can be held by
the stem to prevent warming, and
the cone shape keeps ingredients
from separating.
A rounded bowl with heavy base is
meant for swirling ―neat‖ drinks –
unmixed spirits served at room
Neat Spirit
23 180 - 200 temperature – to open up the
Glass
flavors. The glass narrows at the
top to concentrate and enhance the
complex aromas.
The heavy weight and wide top are
Old Fashioned perfect for serving the finest spirits
24 300 - 350
Glass on the rocks, the large capacity
allowing ample room for ice.
For full and medium bodied red
wines as these wines have the
highest tannins resulting in
25 Red Wine 240 - 270 complex flavours. A tall bowl
directs the wine to the back of the
palate for a richer tasting
experience.
This small glass is used for taking
straight shots of drinks like tequila.
26 Shot 30 - 60
The glass holds in between 30 – 60
ml of drinks at a time.
This large glass is generally used to
serve mixed drinks with lots of ice
27 Tom Collins 350 - 400 and fizz. The narrow shape helps in
retaining the fizz and gives a
beautiful look to the drinks.
This stem glass is used to serve
water in high end restaurants giving
28 Water Goblet 270 - 300
a more appeal and class in the
service style and increases décor of

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the outlet.

For light and medium bodied white

wines and are perfect for light and
delicate wines with less alcohol. A
29 White Wine 270 - 300 smaller bowl concentrates subtle
aromas and directs the wine to the
tip of the tongue for better
appreciation of sweeter flavours.
For heavier white wines with a
fuller body, a wide bowl enhances
White Wine
30 270 - 300 complex aromas while directing the
(Full Body)
wine to the back of the tongue,
heightening flavor intensity.
Table 3.1 – Various Types of Glassware, Sizes and their Use

3.3.2.2 CROCKERY
Crockery plays in integral role in the final décor of the outlet and it should go well
with the design and furnishings of the restaurant. Normally, all the outlets have
different types and designs of the crockery so as to suit their own need. Crockery
includes all types of earthenware and chinaware used in the restaurants. It can be
classified as follows:
a) Bone China: It is the finest type of crockery which is comparatively quite
strong, translucent and most expensive amongst all types of crockery. It is
made up of 25% China Clay, 25% China Stone and 50% Calcium
Phosphate.
b) Earthenware: It is the cheapest form of crockery available but lacks
durability and chips easily. It is very heavier than bone china and lacks
strength. It is made up of 25% Ball Clay, 25% Kaolin or Clay, 15% China
Stone and 35% Flint.
c) Porcelain: This is stronger than other forms of crockery with a high
resistance of chipping. It is hard and semi translucent and hence, used in
oven to table dishes. It is made up of 50% China Clay, 25% Quartz and
25% Feldspar (aluminosilicate mineral).
d) Stoneware: It is a natural ceramic material which is fired at high
temperatures and generally a hand crafted product. Available in various
shapes, designs, bright colours and finishes. High thermal resistance and
shock resistance makes it viable for any food and beverage establishment.

PURCHASING CROCKERY: Following points must be considered while

purchasing crockery for a food & beverage establishment:
1) All items should be properly and completely glazed for long life.
2) The pattern should be under glaze so that it does not wear out easily.
3) Crockery should be of multi-purpose use.

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4) The design should be suitable for stacking.
5) It should be suitable for dish washing.
6) It should be microwave safe and resistant to higher temperatures.
7) It should be light in weight.
8) The edges should be smooth and rounded to avoid chipping.

CROCKERY, SIZES AND THEIR USES

Name of
S.
the Shape Size Description
No
Crockery
Bowls used for portioning and
1 Side Bowl 250 ml
serving dishes from the main portion.

Coffee For coffee served after lunch or

2 100 ml
Cup dinner.

Also called as Full plate, Large Plate,

Dinner
3 10" Joint plate or Meat plate. Used for
Plate
serving main course.
Also called as Fish Plate, Sweet Plate
and Dessert Plate. Used for serving
4 Half Plate 8"
fish, meats and vegetable when not
served as main course.
A deep plate used for generally
5 Pasta Plate 8" serving pastas and curry
preparations.
Also called as B&B plate, Side plate,
Quarter Cheese plate and Under plate. Used
6 6"
Plate for serving breads and cheese and
also under liner for bowls.
A plate with three partitions. It is
Relish used to serve savoury condiments or
7 --
Plate appetizers such as chutney, pickles
or olives.
Salad A bowl used for serving salads with
8 300 ml
Bowl dressings.

Sauce A bowl used for serving thin sauces

9 200 ml
Bowl along with main course.
A tray or plate with partition,
Sauce generally used to serve thick sauces
10 --
Tray or with preparations where there are
more than one sauces.

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Meant for serving thick and thin

Soup
11 250 ml soups but is also utilized for serving
Bowl
breakfast cereals.
Also called as consomme cup but is
12 Soup Cup 250 ml used for serving all kinds of thin
soups.

Normally used for serving thick

13 Soup Plate 8"
soups and breakfast cereals.

For Tea and coffee served during the

14 Tea Cup 200 ml day but except after lunch and
dinner.
It is a large bowl used for serving
Vegetable
15 400 ml vegetables and other dishes with
Bowl
sauce.
Table 3.2 – Various Types of Crockery, Sizes and their Use

3.3.2.3 TABLEWARE (FLATWARE, CUTLERY & HOLLOWWARE)

Tableware is a broad term which denotes Flatware, Cutlery and Hollowware. Flatware
includes all forms of spoons and forks whereas Cutlery denotes all forms of knives and
cutting equipments. Hollowware includes all other items which are used on the table
during service. Tableware is available in various designs and patterns and is made up
of silver, plated silver and stainless steel. The type of metal chosen for the equipment
largely depends on the type of menu served and profile of the guests visiting the
restaurant. Most of the high end and fine dining restaurants prefer to go for silver of
EPNS (Electro Plated Nickel Silver) cutlery where as outlets like coffee shops will go
for limited and ordinary stainless steel cutlery. Silver and EPNS cutlery is difficult to
maintain as it requires frequent polishing and buffing.
There are three common types of stainless alloy used in flatware
i) 18/10 STAINLESS - 18/10 refers to 18% chrome and 10% nickel
content in the alloy. 18/10 offers superior resistance to rusting and
corrosion. Because of its nickel content, it will keep its color and luster
longer than other grades of stainless. This is generally the most
expensive of the stainless alloy materials.
ii) 18/0 CHROME - 18/0 refers to 18% chrome and 0% nickel content in
the alloy. Although this metal does not have the extra advantage of
18/10 stainless but is good for commercial use. Since this is less
expensive than 18/10, price generally has an effect on product
selection.
iii) 13/0 CHROME - 13/0 refers to 13% chrome and 0% nickel content in
the alloy. 13/0 is used primarily for one piece knives, in the case of
hollow handle knives, the blade only will be 13/0. This alloy is used as
it has a higher hardening factor which helps the blade stay sharper
longer.
PURCHASING TABLEWARE: While selecting tableware, the following points
must be considered:

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1) Type of establishment.
2) Type of menu offered.
3) Style of service.
4) Average seating capacity and turnover ratio.
5) Wash-up facilities.
6) Price.
7) Durability of the equipment.
8) Maintenance and replacements.

TABLEWARE AND THEIR USES

Name of
the
S.No. Shape Size Description
Flatware &
Cutlery
Baby Spoons are small-sized spoons.
This type of spoon is larger than the
Coffee Spoon and Tea Spoon, and is
designed for use at breakfast time, for
1 Baby Spoon 5.5" - 6.0"
yogurt or any other drinks or foods that
require a slightly larger spoon cup. Due
to its special shape, this spoon is ideal
for use by infants and toddlers.

The tip of the blade is rounded and some

2 Butter Knife 5.0" - 6.0"
are slightly wider at the tip.

Cheese spoons are designed for grated

Cheese cheese. These spoons go together with
3 6.5" - 7.0"
Spoon cheese graters. The cups of these spoons
are finely decorated.

This is a small spoon designed for

stirring Italian-style "Espresso" coffee
Coffee prepared with a Moka machine, the
4 4.5" - 5.0"
Spoon Neapolitan coffee maker or coffee-shop
machine. Its small size serves for small
coffee cups and glasses.

Cream spoon has a rounded cup that is

Cream
5 4.5" - 5.0" perfect for serving sauces or cream onto
Spoon
other food.

Dessert Forks are smaller than Table

Forks and even smaller than Fruit Forks.
6 Dessert Fork 7.0" - 7.5" Dessert Forks have three tines and are
used for different dessert dishes and
sweets.

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The dessert knife features a narrow

Dessert blade and a rounded or pointed tip. The
7 8.0" - 8.5"
Knife rounded tip is used to section soft
desserts, and the tip to cut hard desserts.

This spoon is specifically designed for

Dessert having desserts. It has got an oval bowl
8 8.0" - 8.5"
Spoon and is almost double the size of a tea
spoon.

The dinner knife is the longest knife in a

9.0" - set of flatware. It is used to cut and push
9 Dinner Knife
10.0" food and is laid on the table at all meals,
formal and informal.

Fish Forks are designed for dishes based

on fish. Together with a fish knife, Fish
10 Fish Fork 7.0" - 8.0"
Forks simplify cleaning of the fish and
makes it easier to eat.

The fish knife features a wide blade with

a dull edge and a tip made with a
11 Fish Knife 8.0" - 9.0" notched point used to separate the
skeleton from the body and lift the bones
onto a plate.

Fruit fork are smaller than Table Forks

and are designed, together with the Fruit
12 Fruit Fork 5.5" - 6.0"
Knife and the Fruit Spoon, for use with
fruit dishes and appetizers.

The fruit knife is used to cut and peel

fresh fruit at the table in formal and
13 Fruit Knife 6.0" - 7.0" informal dining. The fruit knife features
a pointed tip and a narrow blade that is
straight or slightly curved.

These are smaller than Table Spoons

and are used together with Fruit Knives
14 Fruit Spoon 5.5" - 6.0"
and Fruit Forks, for use with fruit dishes
and appetizers.

Ham Forks have two tines designed for

15 Ham Fork 7.0" - 8.0" picking up slices of prosciutto and very
thinly-sliced deli meats.

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These spoons have a wide-cup that is

Icecream typically square in shape for picking up
16 6.0" - 6.5"
Spoon just the right amount of ice cream from
the bowl.

Olive spoon is used to serve olives and

other appetizers preserved in liquids.
17 Olive Spoon 6.0" - 6.5" The spoon's cup has holes for the liquid
to drain through, making it easier to
serve the food.

This is a large spoon designed for

serving rice dishes and other side dishes
10.0" -
18 Rice Spoon at the table. The cup of this spoon is
11.0"
very large and can hold a larger amount
of food.

Roast Forks are the largest of the many

different types of forks. Roast Forks
10.0" -
19 Roast Fork have two points designed for stabbing
11.0"
meat during the carving phase and
turning it during cooking.

Salad spoons goes together with Salad

Forks and have an elongated shape that
Salad Spoon
20 8.5" - 9.0" helps with mixing salad or vegetables
& Fork
while dressing and makes it easier to
serve.
Serving spoon goes together with the
Serving Fork. The Serving Spoon is
Serving
10.0" - bigger than the Table Spoon and is
21 Spoon &
11.0" designed for serving different side
Fork
dishes. The large cup allows it to hold a
larger amount of food.

Snail Forks are small forks used for

22 Snail Forks 4.5" - 5.0" aperitifs, for skewering olives, snails,
canapes and other tidbits and appetizers.

Soup spoon features a wide cup

23 Soup Spoon 7.0" - 7.5" designed for holding a large amount of
the product.

Steak Knife has a sharp tip and a

serrated edge to cut thick portions of
meat. At a formal meal, a steak knife is
24 Steak Knife 8.0" - 9.0"
not provided if meat is served roasted,
which is easily cut with a regular dinner
knife.

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Sugar spoons have a long, narrow cup

with slightly raised edges. This special
25 Sugar Spoon 5.5" - 6.0"
cup helps for pouring the sugar into
small-sized cups without spilling it.

Sundae spoons are characterized by a

very long handle. These spoons are
Sundae
designed for stirring long drinks,
Spoon / 9.0" -
26 cocktails and any drink served in a tall
Parfait 10.0"
glass. The tapered shape of the spoon
Spoon
allows it to reach the bottom of any
glass.
Table fork are what we use every day
for our main dishes. They can be used
for pasta, rice dishes, meat or
27 Table Fork 8.0" - 8.5"
vegetables. These forks are designed for
use with a wide variety of different
dishes.
Table knives are what we use every day
for our main dishes. They can be used
28 Table Knife 8.0" - 8.5" for meat or vegetables. These knives are
designed for use with a wide variety of
different dishes.

These are what we use every day for our

main dishes. They can be used for soups
29 Table Spoon 8.0" - 8.5" and rice dishes. The cup of these spoons
are designed for picking up just the right
amount of food
These are small-sized spoons. This type
of spoon is larger than the Moka Spoon
and is designed for stirring tea,
30 Tea Spoon 5.0" - 5.5" American-style or European-style
coffee, cappuccinos, herb tea, ginseng
coffee and any other drink served in
larger-sized coffee cups.

The pastry fork looks similar to a salad

fork, but it is narrower and slightly
31 Pastry Fork 5.0" - 5.5"
shorter to provide leverage in cutting,
the left tine is often notched.

The oyster fork is a small utensil made

with three short wide curved tines. The
32 Oyster Fork 4.0" - 4.5" left tine is extra wide to assist in cutting
the membrane that connects the oyster to
the shell.

Table 3.3 Various Types of Flatware, their Sizes and Uses

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CHECK YOUR PROGRESS-II
Q. 1 Write a brief note on cutlery?
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

Q. 2 Write a brief note on crockery?

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
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Q. 3 Write a brief note on tableware?

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Name of the
S.No. Shape Description
Hollow-ware

To hold ice shavings to keep bottles

1 Bottle Cooler
chilled.

2 Bud vase To hold flower buds.

To hold butter cubes or curls. The bottom

3 Butter Dish is filled with ice shavings and butter is
kept on a plate on top of ice.

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This is used to serve grated cheese to the

4 Cheese Dish
guest.

5 Coffee Pot To hold coffee decoction.

6 Creamer To hold extra cream for hot coffee.

To hold salt and pepper separately. Salt

7 Cruet Set cellar has two to three holes where as
pepper cellar has many.

8 Egg Cup To hold and serve boiled egg.

To serve lukewarm water along with a

9 Finger Bowl piece of lemon on an under liner after the
completion of meal to wipe hands.

To hold ice shavings to keep bottles

10 Ice Bucket
chilled.

11 Ice cream Cup To hold and serve ice creams.

To hold milk during the service of tea /

12 Milk Pot
coffee.

It is also a part of cruet and is used hold

13 Mustard Pot
mustard powder.

14 Oil Vinegar Set To hold seasoned oil and vinegar.

To hold sauces going as accompaniments

15 Sauce Boat
with various main course preparations.

16 Soup Tureen For holding large quantities of soups.

17 Sugar Bowl To hold sugar while serving tea / coffee.

Tea / Sugar Bags To hold tea bags / sugar sachets while

18
Holder serving tea / coffee.

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To hold tea concentrate while serving tea /

19 Tea Pot
coffee.

To hold water during the meal period and

20 Water Jug
to serve water in the glass.

21 Wine Cooler To hold wine bottles on the table.

Table 3.4 – Various Types of Hollow-Ware, Shapes and Their Uses

S.No. Equipment Shape & Design Uses

1 Asparagus Tong Used for holding and serving asparagus.

2 Bread Knife Used for cutting breads.

3 Bread Tong Used for holding slices of breads.

Buffet Serving Used during the service of items in the

4
Fork buffet.

Used during the service of items in the

5 Buffet Serving buffet.
Spoon

Used for holding pieces while serving from

6 Buffet Tong
buffet.

7 Cake Knife Used to cut cakes.

Used to hold cake pieces from down and

8 Cake Scissor
top.

9 Cake Server Used for serving cut pieces of cake.

10 Carving Fork Used for holding large joints of meats.

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11 Carving Knife Used for cutting pieces of meat.

12 Cheese Knife Used for cutting cheese, has two pointers.

13 Crab Scissor Used for holding and cutting crabs.

14 Flambe Tong Used for picking ingredients during flambe.

15 Food Cover Used for covering various dishes.

16 Gratin Server Used for serving gratinated preparations.

Hard Cheese
17 Used for cutting hard cheeses.
Knife

Hors d‘ oeuvres Used for cutting and holding different hors

18
Scissor d' oeuvres.

19 Ice Tong Used for holding ice cubes or ice shavings.

20 Lobster Cracker To crack claws of lobsters.

21 Lobster Pick To pick flesh of lobsters.

22 Nuts Cracker To crack any types of nuts on the table.

23 Parmesan Knife To cut the parmesan cheese.

24 Pastry Scissor To hold and cut various pastries.

25 Pastry Tong To hold and plate pastries.

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26 Salad Scissor To hold and cut salads.

To hold vegetable salads or salads with

27 Salad Tong
large chunks.

28 Sauce Ladle To pour sauces from the boats.

Serving Scissor To cut and serve pieces of main course

29
Tong dishes.

30 Serving Tong To hold and serve pieces of main course.

31 Snail Tong To pick and hold snails.

Round dish with few indentations to hold

32 Snail Dish
snails.

33 Soft Cheese Knife To cut varieties of soft cheeses.

34 Soup Ladle To pick and pour soup from Soup Tureens.

35 Spaghetti Server To plate and serve spaghetti.

To hold and serve spaghetti from platter to

36 Spaghetti Tong
plate.

37 Sugar Tong To hold sugar cubes.

38 Table Crumbler To clear the food crumbs from the table.

39 Toast Tong To hold the toast slices.

Common tong which can be used to serve

40 Tong Server
anything on table.

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41 Vegetable Tong Tong to hold pieces of vegetables.

Table 3.5 – Various Types of Special Equipment and Their Usage

3.3.3 HANDLING, CARE AND MAINTENANCE OF EQUIPMENT

GLASSWARE: Following points should be kept in mind while handling glassware:

 Keep adequate supplies of glassware in order to prevent recently washed items

from going directly into service.
 Place guides on scrap tables for busboys to place glass, china, and flatware in
separate areas.
 Check dishwasher temperature twice daily.
 Replace worn glass washer brushes.
 Instruct busboys to BE QUIET. No one wants to eat in a noisy place. This will
cut down on breakage of glassware, as well as help create a pleasant, quiet
atmosphere.
 Never put cold water or ice into a warm or hot glass.
 Bus glassware directly into racks, or use divided bus trays.
 Color code racks for different glass, china, and flatware items.
 Remove abraded, cracked or chipped glass from service.
 Never pick up glasses in bouquets.
 Never scoop ice with glasses.
 Never stack glasses.
 Always pre-heat glasses before pouring hot drinks.
 Always have an adequate backup for rush periods.
 Avoid head to head contact of glasses anywhere.
 Never put flatware into glasses.

CROCKERY: Following points should be kept in mind while handling crockery:

 Keep adequate supplies of china to prevent recently washed items from going
directly into service.
 Place guides on scrap table for busboys to place glass, china, and flatware in
separate areas.
 Check dishwasher temperature twice daily.
 Replace worn rubber and plastic china scrapers.
 Instruct busboys to BE QUIET. No one wants to eat in a noisy place. This will
cut down on breakage of china, as well as help create a pleasant, quiet
atmosphere.
 Never put cold water or ice into a warm or hot cup or mug.
 Bus china directly into racks, or use divided bus trays with flatware baskets.

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 Color code racks for different glass, china, and flatware items.
 Remove abraded, cracked or chipped china from service.
 Never stack crockery more than 16 inches..
 Always carry dishes carefully.
 Never carry more dishes than you can handle.
 Always make sure that you have adequate crockery to handle during rush
hours.
 Never use abrasive pads or other dishes to remove scraps.

FLATWARE: Following points should be kept in mind while handling flatware:

 Keep adequate supplies of flatware for rush periods.
 Place guides on scrap tables for busboys to place glass, china, and flatware in
separate areas.
 Instruct busboys to BE QUIET. No one wants to eat in a noisy place. This will
cut down on damage to flatware, as well as help create a pleasant, quiet
atmosphere.
 Never put flatware into glasses or cups.
 Bus flatware directly into racks, or use divided bus trays with flatware baskets.
 Never allow flatware to remain soiled overnight.
 Pre-soak, thoroughly wash, and dry flatware immediately after washing.
 Check dishwasher temperature twice daily, and use only high temperatures.
 Color code racks for different glass, china, and flatware items.
 Remove corroded flatware from service.
 Never load flatware aluminium, copper or copper alloy containers for pre-
soaking, instead always use plastic or stainless steel.
 Always store flatware in a dry area away from cooking fumes and corrosive
materials.

CHECK YOUR PROGRESS-III

Q. 1 Write a brief note on special equipments?
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Q. 2 Write a brief note on care and Handling of Equipments?
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3.4 Condiments
A condiment is an edible substance, such as sauce or seasoning, added to food to
impart a particular flavour, enhance its flavor, or in some cultures, to complement the
dish. The term originally described pickled or preserved foods, but has shifted
meaning over time. If you eat in a restaurant, use any processed foods or shop in a
supermarket, you're going to be exposed to condiments. There are hundreds of flavor
enhancers, spices and seasonings added to almost all of our foods. To avoid them,
you'll have to prepare your own food from fresh ingredients.

Why do we use so many condiments? :When foods are processed or cooked, most of
their natural flavors are lost. This is the reason that foods which are cooking smell so
strongly—all the flavors are being cooked out of them into the air. The food that
remains behind is flavorless and flat. Salt, spices and seasonings are used to re-add
"flavor" to the food that was cooked away. The condiments substitute for the natural
flavors present in wholesome foods.

Some foods such as meat and grains often have so few appealing natural flavors to
begin with that condiments are used to make them "more palatable." This should be an
indication that these foods are not suitable for the human dietary. Condiments are
usually applied by the diner. Condiments are sometimes added prior to serving, for
example a sandwich made with ketchup or mustard. Fresh, raw fruits and vegetables
are full of subtle flavors and aromas. When eaten in their unprocessed state, these
foods provide a full range of taste and olfactory stimulation without the need for
artificial and added flavorings. Some condiments are used during cooking to add
flavor or texture to the food; barbecue sauce, teriyaki sauce, soy sauce, marmite are

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examples. Many condiments are available packaged in single-serving sachets
(packets), like mustard or ketchup, particularly when supplied with take-out or fast-
food meals. Plastic packets are used as their squeezability is an advantage, such as for
ketchup, mustard, mayonnaise, and other condiments with a paste-like consistency. In
some commercial venues, such as airplanes and fast food restaurants, condiments are
packaged in single-serving packets.

CLASSIFICATION OF CONDIMENTS
Condiments can be broadly divided into two categories:
 Powdered dry form
 Wet saucy form
A. POWDERED DRY FORM: In this type the ingredient are in powdered form
mixed together and sold in pouches or packets. Example:
 Dijon-Style Mustard -A smooth blend including brown mustard seed, vinegar
and other acidulants, water, white wine, and seasonings such as salt and
tarragon. Characteristic of Dijon-style mustard is a smooth appearance
resulting from the removal of the mustard bran by passing the product through
a screening device, and a pungent flavor from the brown seed.
 Hot Mustard-Sharp-flavored mustard seeds (brown or oriental) are added to
vinegar, water and other seasonings such as allspice, tarragon or shallots.
Chinese, English and some German varieties fall into this category with tastes
ranging from sharply pungent to very hot.
 Yellow Mustard (Prepared mustard)-A smooth paste of yellow mustard seed,
(mildest of all mustard varieties) vinegar, water, turmeric, and seasonings such
as salt, clove and coriander.
 Coarse-Ground Mustard (Country style, brown, old fashioned)-A blend,
including brown mustard seed, that is coarsely ground, vinegar, water, salt and
a variety of spices and flavorings. Characteristic of coarse ground mustard is
the presence of highly visible specks of mustard bran and a pungent flavor
from the brown seed.
 Spicy Brown-Style Mustard (Spicy brown, German-style, Dusseldorf-style)-
A blend including brown mustard seed that is finely ground, vinegar, water,
salt and a variety of spices and flavorings. Characteristic of spicy brown
mustard is a uniform brown color, with or without visible specks of mustard
bran, and a pungent flavor from the brown seed.
 Roasted onion flakes-Roasted onion flakes are finely chopped onion fried
until crisp and dry. Besides onions, (hydrogenated) vegetable oil, wheat flour
and salt is used to prepare this product.
 Broiled chilli flake – red chilli flakes , broiled and then mixed with powdered
parmesan cheese.

B. WET SAUCY FORM: In these types the ingredient is in liquid thick pourable or
spreadable form. These are mixed with preservatives of increasing shelf life.
Examples:
 Barbecue Sauce -A thick tomato-based sauce containing a variety of spices
and flavorings. Can be "hot", smoky or sweet.
 Ketchup-Catsup, ketchup, or catchup is a thick tomato-based sauce with the
addition of salt, sugar, vinegar and spices.

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 Cocktail Sauce-A sauce similar to ketchup. Less sweetener is used and more
pepper spices are added in the form of fresh red peppers, crushed and ground
sweet peppers, paprika or cayenne. Horseradish and/or chili sauce may also be
part of the formula.
 Horseradish sauce-The basic formula is ground and/or disintegrated
horseradish root mixed with distilled vinegar to stabilize the "heat". Spices and
other ingredients such as salt, sugar, cream or vegetable oil may then be added
to this mixture. A number of horseradish products are available including
cream-style prepared horseradish, horseradish sauce and beet horseradish.
Horseradish is also used as an ingredient in cocktail sauce, specialty mustards,
and many other products.
 Taco Sauce -An easily pourable tomato sauce flavored by hot red chili
peppers, green pepper, onion, vinegar, salt, and garlic. Can range from "mild"
to "hot" varieties.
 Steak Sauce-A thick, slightly sweet-tasting tomato sauce, or often with the
distinctive flavor of fruit such as raisin and/or orange, plus herbs and such
spices as garlic and onions.
 Soy Sauce-A soybean and wheat protein extract combined with water and salt.
May be processed by fermentation or chemical hydrolysis.
 Worcestershire-A thin, spicy dark brown sauce which may include cider
vinegar, malt vinegar, anchovies, onions, soy sauce, molasses and other
ingredients resulting in a slightly sweeter taste than soy sauce.
 Mayonnaise-A smooth, creamy, semi-solid emulsified dressing consisting of
vegetable oil (65%) and eggs, acidified with vinegar or lemon juice and
delicately spiced. No other emulsifiers are allowed in this product. Often used
as a base for other dressings.
 Tartar Sauce-A mayonnaise or salad dressing-based sauce with added pickle
relish and possibly chopped capers.
 Jam and jelly prepared by fruit juice and pulp.
 Achars and chutneys

NEGATIVE IMPACT OF CONDIMENTS

 Most condiments have no food value in themselves.
 Most condiments are partially or totally indigestible.
 Condiments are eaten for entertainment, not nourishment. Eating purely for
entertainment's sake is, as a rule, unwholesome, though, to be sure, proper
foods are not only nourishing but also a delight to the palate.
 Condiments interfere with the digestion of the foods with which they are eaten,
sometimes making a whole meal indigestible. Fifty percent of all meals eaten
in America end in indigestion. Condiments share a large part of the
responsibility for this.
 The poisonous elements of condiments (such as the mustard oil of onions,
garlic, shallots, mustard, etc. or the allicin of garlic) cause injury in the body if
absorbed, especially to the organs of purification and detoxification, such as
the liver and kidneys.
 Our ability to savor flavors is destroyed by condiments. That which overly
excites our taste buds slowly destroys our sense of taste.

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 Condiments cause disease! Headaches, high blood pressure, edema and a long
list of other conditions are directly traceable to such condiments as MSG, salt,
vinegar, etc.

3.5 Sweeteners
It is a class of sweet tasting carbohydrate in concentrated form of sucrose. It consists
of a molecule of glucose combined with a molecule of Fructose. It is formed naturally
in the leaves, stems, roots or fruits of plants. Sugar may be obtained from varied plants
like from maple tree- Canada, date palm- Africa, sugarcane- tropical region, beetroots
from temperate region and from sorghum, grapes, potatoes, honey etc. As it occurs
naturally in nearly all plant structures, but for general commercial use. It is obtain
from two major sources, the sugarcane and sugar beet.

Classification of Sugar: Sugars are classified under one or in the combination of

following:
1. The source (sugarcane or sugar beet)
2. The country of origin
3. The method of processing, which in turn determine the type of sugar produced, e.g.
cube sugar, icing sugar.
4. Catering use – specific type of sugar should purchase for particular use.

Chemical group - sugar may be classified in two chemical groups, mono and
disaccharides.

Manufacture of sugar: The juices are taken out by crushing the plant part and then it
is cleaned with the help of chemicals (milk of lime or carbon dioxide). It is then
filtered and concentrated by evaporation under reduced pressure until crystallization
occurs. The residue left after crystallization is called molasses (used mainly as cattle
fodder). The crystallized sugar is further refined through bone ash to get pure opaque
sugar. The different sizes of the crystals are produced by variation in boiling technique
and duration.

Forms of Sugar:
Turbinado sugar- also called Demirara sugar. It is partially refined, light in color
with coarse grain and caramel flavor. It is used in beverages and certain baked
products.

Lump sugar- obtained by molding moist granulated sugar while hot. Used in
restaurant and coffee shops.

Sugar loaf- sugar molded into cone shape.

Icing sugar- also known as confectioner‗s sugar. It is very fine sugar mixed with
3%starch powder (corn flour). Used in dusting, decorating, icing cakes and pastries.

Castor sugar- This is superfine sugar (A Grade) - made by crushing and sieving fine
granuled quality granulated sugar. Used in making pastries, cakes, desserts, ices etc. It
quickly dissolves in liquids and produces light and tender cakes.

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Granulated/ white sugar - It is related as fine, the type most commonly sold or as
ultra fine for the use in cake making or instant food product. It contains 99.7% sucrose
Powder Sugar- It is obtained from granulated sugar by pulverization (refining of
granulated sugar to get more fine form). It is available in various degree of fineness,
use for different purposes in confectionary.

Brown Sugar- It is simple refined sugar with some molasses returned to it. It is brown
in color and has distinctive color and flavor. As it contains moisture , it forms lumps .
Used in the preparation of certain puddings, cakes, etc.

Sugar nibs- Rounded grained sugar obtained by crushing blocks of white sugar – used
in confectionary.

Invert sugar- Sugar obtained by the action of acids and enzymes (invertase on
sucrose) – used in pastry.

Candy sugar- very large crystals of white sugar.

Vergeoise sugar- solid residue from refining beet or cane sugar giving a product of
soft consistency, golden or brown with pronounced color.

Glucose- It is present in body and in fruits in natural form. Commercially it is sold as

Dextrose. It is less sweet than sucrose, but it is use because of its waster holding
capacity. It has ability to control the size of the crystals in candies and as a food for
yeast, during the fermentation.

Fondant- sugar syrup beaten with cream of tartar to form thick white paste. Used for
decorating pastry or confectionary.

Liquid caramel- liquid sugar.

Pastillages- Icing sugar mixed with gelatin, starch or gum. Used in decoration.

Treacle/Molasses- are products of refined sugar. Used in the preparation of sugar.

Maltose- It is use as a flavoring and coloring agent in the brewing of beer.

Lactose- It is commercially extracted solution of whey formed by crystallization. It is

usually added to bakery products because its presence adds to the brewing of food
products.

Syrups- These are liquids containing large amount of sugar. These are usually used to
add flavour to the food products.

Honey-It is natural sugar consisting of glucose and fructose. It is used as leavening

agents and in sherbets.

Corn Syrup-consists of glucose or dextrose. It is prepared by converting corn starch

into simple sugar compound by the use of enzymes. Used in icing and candy masking.

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Malt syrup- obtained by distillation of barley. Used in breads.

Uses of Sugar:
 Adds sweetness and flavour to the products..
 To colour the cooked products.
 Makes the texture firm and tender by weakening the gluten strands.
 To retain moisture and prevent in particularly baked goods such as cakes from
drying out.
 Act as preservative.
 To help as an activator, sugar helps yeast to grow faster by providing it with a
readily available source of nourishment.
 As anti-coagulant.
 As a main ingredient for cake decorating, e.g. different types of icing (topping
the cake).

CHECK YOUR PROGRESS-IV

Q. 1 Write a brief note on condiments?
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

Q. 2 Write a brief note on sugars?

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_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

3.6 Menu
In a restaurant, a menu is the list of dishes to be served or available for a diner to select
from. The items that are available for the diner to choose from are broken down into
various categories, depending on the time of day or the event. The compilation of a
menu is the most important part of a caterer's work. It is regarded as an art, acquired
only through experience and study. The menu is a link between the guest and the
establishment; hence it should be carefully planned by the establishment's

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professionals, namely the executive chef, the food and beverage manager and the food
and beverage controller.

Originally the bill of fare, as it is termed in English, or menu in French, was not
presented at the table. The banquet consisted of only two courses each made up of a
variety of dishes, anything from 10-40 in number. The first 10-40 dishes were placed
on the table before the diners entered-hence the word entree-and when consumed,
were removed or relieved by 10-40 other dishes-hence the words relive‘s and removes.

It is said that in the year 1541 Duke Henry of Brunswick was seen to refer to a long
slip of paper. On being asked what he was looking at, he said it was a form of
programme of the dishes, and by reference to it he could see what was coming and
reserve his appetite accordingly. Thus, we may presume that the menu developed from
such an event.

The word menu dates back to 1718, but the custom of making such a list is much
older. In earlier times, the escriteau (bill of fare) or menu of ceremonial meals was
displayed on the wall loadable with the kitchen staff to follow the order in which the
dishes were to be served. It is said that in older times, menus were like a large
dictionary with sections covering a variety of dishes. As time progressed the lengthy
single copy menu became smaller but increased in number allowing a number of
copies placed in table increased. Depending on the establishment and the occasion, the
menu may be plain or artistic in its presentation.

However the present definition of menu or bill of fare is the list of items offered by
restaurant or any other eatery which is either individually priced or lump sum to
facilitate the customer or guest to decide and balance his meal on his own and also
prepare his budget for his meal. Menu has entirely different connotation these days.
Apparently, it has become a great marketing cool. It is an integral part of ambience. It
is a treat to the eye and pleasure to touch like a typical Hors d'oeuvre intangible with
lucid mouth watering descriptions of dishes.

The importance of menu is manifold for the guest- that he can plan and choose his
meal balancing himself the quantity and substance to complete gratification, from the
point of view of guest it is awareness about other dishes as well as a variety offered so
far unknown to him. For the management it is a price list, it is a mode of
advertisement and it is also an acquaintance programme for the customers. It avoids
controversies, imparts transparency in the process of selling. For the service staff it is a
helping tool in selling and describing the product. It gives the service staff time out
from demanding hungry customers. The menu is so designed that it becomes a selling
tool.

Menus are normally laid out in sequence of courses of meal however they don't strictly
go by French classical sequence always, At times some of the courses are subjected to
subsections and few others one added on e.g, main course might have as many as six
subsections like mutton, chicken, pork and add on are vegetarian snacks, cereals,
bread, sof1 drinks etc, Menus have a fair amount of descriptions attached to dishes
mentioned less known to the customers, These descriptions are often flowery
expressions to attract the attention and whet the appetite of the guests.

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3.6.1 Types of Menu

The menu has become a very important component of restaurant planning because
entire gamut of sales and reputation depends upon designing and execution of the
menu. Menus may be classified in four different ways i.e. pricing, schedule and meal
times. Brief descriptions of different types of menu are given below:

3.6.1.1 Menu Classification on the Basis of Price

Under this category, menus are led by the way they are priced to meet the varying
budgets of customers. Menu items may be individually priced or a whole meal priced
i.e. A la Carte and Table d‘ hote menu.

1. A la Carte Menu: An ―A La Carte Menu‖, is a multiple choice menu, with each

dish priced separately to give the guest choice to suite his or her tastes and budgets.
Each course has a number of choices. If a guest wishes to place an order, an a la carte
is offered, from which one can choose the items one wants to eat. The courses
generally follow the sequence of the classical menu. Traditionally, the original menus
that offered consumers choices were prepared on a small chalkboard, a la carte in
French; so foods chosen from a bill of fare are described as à la carte, "according to
the board."

In an a la carte menu all items are cooked to order including the sauces that are made
with wine, cream or mustard. Depending on the dish chosen by the guest, the cooking
time will vary. It is necessary to inform the guests about the time the preparation might
take. An extensive a la carte menu is impressive but involves a huge amount of mise-
en-place.

2. Table d’ hote Menu: Table d'hôte is a French phrase which literally means "host's
table". It is used to indicate a fixed menu where multi-course meals with limited
choices are charged at a fixed price. Such a menu may also be called prix fixe ("fixed
price"). It usually includes three or five courses meal available at a fixed price. It is
also referred to as a fixed menu. Because the menu is set, the cutlery on the table may
also already be set for all of the courses, with the first course cutlery on the outside,
working in towards the plate as the courses progress.
Fixed menus or table d' hote menus are still used in various forms such as buffet
menus, conference packages and on special occasions. A table d' hote menu comprises
a complete meal at a predetermined price. It is sometimes printed on a menu card or as
in the case of banquets, it is agreed upon by the host of the party. A banquet style of
fixed menu has more elaborate choices ranging from the soup to the dessert. For the
banquets, the host invariably fix or selects the menu in consultation with the hotel staff
in advance.

Most of the banquet food served in India is normally of Indian food. For this, a printed
format offering a choice of vegetarian and non-vegetarian dishes is prepared, from
which the guests make their choice. Western style fixed menus normally provide the
choice of a starter or soup, a main course, and finally a dessert. In each course there
could be a choice of dishes to suit the tastes of individual guests.

Table d'hote menus should be well planned and balanced. As the guest is not given a
chance to plan his own meal, the meal should be interesting, without any similarity in
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the colour and taste of the courses as well as being palatable, delicious and well
presented.

If the main course is heavy, then the first course should be lighter, and act as an
appetite stimulant for the courses to follow. Dishes that are heavy and hard to digest
should be avoided. The colour, varieties of ingredients used, and the garnishes should,
if possible, be different for each course. Fixed menus are prevalent in transport
catering which include air, rail, and sea passengers. The guests have a variety of fixed
or table d'hote menus, with virtually no choice offered to the passengers (except the
first class air passengers). Cruise liners may have elaborate fixed menus with multiple
choices built into each course.

3.6.1.2 Menu Classification on the basis of Schedule

This category focuses on the frequency of menu revision. Some establishments offer
menus that last months while others are changed daily.

1. Fixed Menus: A fixed menu is one which is used daily for a period of months or a
year, like most restaurants. The restaurants that use such menus either have a large
variety of items within each course or when the frequency of repeat guests is less.
Establishments like transit hotels, specialty restaurants or weekend resorts may choose
fixed menus because the guests are in for a short visit or visit the restaurant for variety
from the usual. The best that a restaurant with a fixed menu can do in offering variety
is to have dish du jours or specials of the day. Franchised operations may stay with
fixed menus that are time-tested and standardized. A KFC or Burger King will have
their stock items in the menu for years.

2. Cyclic Menus: These are designed to offer frequent guests a variety. The cycle of
menus can be on a daily, weekly or monthly basis. These menus may be found in
downtown lunch restaurants frequented by a dedicated business clientele. Isolated
resorts may offer cyclic menus to their guests who do not have anywhere else to go.
Cyclic menus will require multi-skilled cooks, flexible purchase and production
schedules.

3.6.1.3 Menu Classification on the basis of Meal Time

The traditional meal times of breakfast, brunch, lunch, tea and dinner have their
special types of meals justifying separate meals for each. There may be restaurants
specializing in a particular mealtime. Business centre outlets may specialize in lunch
menus because the business district closes in the evening. Many hotels may offer only
bed and breakfast. They would naturally specialize in breakfast menus. Fine dining is
normally done at night and is located near shopping malls, entertainment centres or in
hotels. These restaurants only open at night in which case they would specialize in
dinner menus. Night Clubs and Discotheques are a good example of this category.

1. Breakfast Menus: Breakfast menus are fairly standardized. Most restaurants will
offer a choice of juices, cereals, eggs to order, breakfast meats like bacon, sausages or
ham, waffles or pancakes with maple syrup, for the sweet toothed. The bed and
breakfast establishments generally serve a choice of breads, jam and marmalade, tea
and coffee. The breakfast is an important meal to many cultures and guests want a
cheap and wholesome meal. Being the first meal, guests are in a hurry and want a

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quick service. Therefore, breakfast buffets are common in outlets with brisk morning
business.

2. Lunch Menus: Lunch menus can vary from elaborate meals or light meals
depending on the purpose and culture of the guest. Business-persons prefer
sandwiches, salads and soups due to limited time at lunch breaks or are weight-
watchers. Salad bars have become an important part of must luncheon restaurants.
Those restaurants that have dedicated clientele may choose to go for cyclic table d'
hote luncheon menus, to break the monotony of one single menu. They may even offer
specials of the day displayed along with their regular menu.

3. Dinner Menus: These menus are elaborate as guests have more time and leisure
for eating. Dinner menus are an entertainment and people are willing to pay extra for
these meals. Alcoholic drinks are an essential part of dinner menus. A well-stocked
wine list is offered in addition to the dinner menu. Dinner menus will have house
specialties and a real chance to sell their expensive items. Appetizers are more
accepted at the evening meal than during the day. Similarly desserts are preferred at
dinner time.

4. Supper Menu: The term 'supper is used in the European continent but it varies in
purpose around the continent. It can be a light dinner for either early evenings or late
nights. It can be filler between two major meals lunch and dinner or dinner and
breakfast. A typical early evening supper meal can be a soup, meat dish with
vegetables and a light dessert. A late night supper can consist of a sandwich with hot
cocoa or fruit.

5. Brunch Menus: Are designed for the family or guests who wish to wake late.
They are popular on holidays and weekends as also at vacation spots where the pace of
life slows down. Brunches (which is a combination of breakfast and lunch), are spread
well beyond breakfast hours. The brunch will have combinations of breakfast and
lunch items to suit the mood and taste of the individual.

CHECK YOUR PROGRESS-V

1) Write a short note on the origin and development of the menu?

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2) Classify the menu on the basis of meal time?

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3.6.2 French Classical Menu

The classical French menu contains thirteen courses. Today, a menu of this size is
hardly ever offered. But even today's shorter menus follow the structure of the
classical French menus as far as succession of courses is concerned. They always start
with something light to stimulate the appetite, build up to the main course, and then
become lighter toward the end of the meal. The thirteen courses of the French
Classical Cuisine menu for are given below:

Course French English Example

1. Hors d'oeuvre Appetizer Melon with port, rémoulade,
oysters, smoked salmon,
shrimp cocktail
2. Potage Soup Consomme brunoise, crème
of tomato soup
3. Oeufs Egg Omlette Espagnole,
Omelette aux tomates
4. Farineaux Rice and pasta Spaghetti Napolitaine,
Ravioli,Cannelloni
5. Poisson Fish Sole de bonne femme
6. Entrée First meat dish Fillet of sole Joinville
7. Relevé Main meat dish Saddle of Iamb
8. Sorbet Flavoured ice Champagne Sorbet
water
9. Roti Roast with Guinea hen stuffed with
salad goose liver, salad
10. Legumes Vegetables Tomato farcis
11. Entremets Sweet Charlotte russe
12. Savoureux Savory Welsh rarebit, Ivanhoe
13. Desservir Dessert Jellied fruit

Table: 3.6 Thirteen Courses French Classical Cuisine Menu

1. Hors D'oeuvre: Being of a highly seasoned and piquant in nature, this course is
used to manipulate the appetite for the dishes that are to follow. In recent years, hors
d‘oeuvres have gained in popularity, and now appear even on simple menus in modest
eating places. Although the actual term ―hors d‘oeuvres‖ applies to the service of
various cold salads and morsels of anchovy, sardines, olives, prawns, etc., it also

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covers whatever items are served before the soup.

2. Potage: The French have three separate words for soup. Consommé is a clear, thin
broth. Soup refers to a thick, hearty mélange with chunks of food. Potage falls
somewhere between the two in texture, content and thickness. A potage is usually
puréed and is often thick, well-seasoned meat or vegetable soup, usually containing
barley or other cereal or a pulse (e.g. lentils). Today, the words soupe and potage are
often used interchangeably. On good-class à la carte menus, a fish soup is also usually
offered for selection, the two most common being ―Bisque d‘Homard‖ or
―Bouillabaisse.‖

3. Oeufs: Oeufs are the dishes made from egg. The omelette is the most popular item,
but there are other styles of cooking and preparation of eggs such as boiled, en cocotte,
poached or scrambled. This course is not included in the dinner menu. Some examples
are omelette, Espagnole, Oeuf en Cocotte a la crime, Oeuf poche florentine.

4. Farineux: This is Italy's contribution to the courses of the menu. It includes

different kinds of rice and pasta. Pasta dishes are spaghetti, lasagne and gnocchi. Pasta
is made from durum wheat semolina or milled durum wheat to which water is added to
form a dough. It can be coloured and flavoured in various ways. There are more than
200 varieties of pasta. The ingredients, size, shape and colour determine the type of
pasta. Some examples include Spaghetti Bolognaise, Lasagne Napolitaine and
Macaroni au gratin.

5. Poisson: Poisson are the dishes made from fish. Fish, being soft-fibred, prepares
the palate for the heavier meats that follow. Deep-fried or grilled fish dishes do not
generally occupy a place on the ―classical dinner menu,‖ but are freely offered on the
shorter-coursed luncheon menu. This also applies to the coarser members of the fish
family, and the dinner menu is usually comprised of the finer fish prepared and cooked
in the more classical manners. Ideal fish for dinner menu compilation are: Sole,
Salmon, Halibut, Escallops, etc. Rarely seen on a menu for the evening meal are: Cod,
Bass, Haddock, Brill, Hake, and Plaice. One deep-fried fish dish, which normally finds
itself on the dinner menu, however, is ―Blanchaille‖ and this only because Whitebait is
so light and in no way too filling for the comfort of the guest.
6. Entrée: This is the first of the meat courses on a menu. It is always a complete dish
in itself. It is despatched from the kitchen garnished and sauced in the manner in
which it is intended to be served. The ―entrée‖ is always cooked and garnished in an
artistic manner and usually served with a rich sauce. The ―entrée‖ can be devised of
almost anything light. This course consists of all the small cuts of butcher‘s meats,
usually sautéed, but never grilled. Grilled steaks, cutlets and chops invariably replace
the joints as the roast (roti) course.

7) Relevé: This is the main meat course on the menu, and is commonly known as the
―piece de resistance.‖ It may consist of joint of any of the following:
Lamb (Agneau) Chicken (Poulet)
Beef (Boeuf) Duckling (Caneton)
Veal (Veau) Fowl (Poulard)
Ham (Jambon) Tongue (Langue)
Pork (Pore)

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These joints would be cooked by the sauce cook in a first class hotel or restaurant, by
any method except roasting. They are usually cooked on casserole, braise or poêle.
Generally cooked in a sauce and served with it.

8) Sorbet: This course is a rest between courses. It counteracts the previous dishes,
and rejuvenates the appetite for those that are to follow. Normally served between the
releve / remove and the roti, it is water and crushed ice slush flavored as a rule with
champagne and served in a glass. A frozen dessert made primarily of fruit juice, sugar,
and water, and also containing milk, egg white, or gelatine. Some examples are Sorbet
Italian and Sorbet crème de menthe. Russian or Egyptian cigarettes are often passed
around during this course.

9) Roti – Roast: This course normally consists of game or poultry and is often
included in the entree. Each dish is accompanied with its own particular sauce and
salad. Some examples are Roast chicken, Braised duck and Roast quail.

10) Legumes: These are vegetable dishes that can be served separately as an
individual course or may be included along - with the entrée, relevé or roast courses.
Some examples are Cauliflower Mornay, Baked potato and Grilled tomatoes.

11) Entremets: Entremets on a menu refers to desserts. This could include hot or cold
sweets, gateaux, soufflés or ice-cream. Some examples are Apple pie, Chocolate
soufflé and Cassata ice-cream.

12) Savoureux: A dish of pungent taste, such as anchovies on toast or pickled fruit.
They are served hot on toast or as savoury soufflé. Welsh rarebits, Scotch woodcock,
Canape Diane are some of the examples. Fromage (Cheese) is an alternative to the
outdated savoury course, and may be served before or after the sweet course. It is
usually served with butter, crackers and occasionally celery. Gouda, Camembert and
Cheddar are some examples of cheese.

13) Desservir: Dessert is a course that typically comes at the end of a meal. The
French word desservir mean "to clear the table." This is the fruit course usually
presented in a basket and placed on the table, as part of the table decor, and served at
the end of the meal. All forms of fresh fruit and nuts may be served in this course.
Common desserts include cakes, cookies, fruits, pastries and candies.

3.6.3 Menu Planning

Menu Planning means to compose a series of dishes for a meal. Composing a good
menu is an art and it needs careful selection of dishes for the different courses, so that
each dish harmonizes with the other. The menu planning process starts with the
mission of the establishment and the consequent policies of the establishment. While a
mission is a strategic goal to be achieved over a period of lime, policies are guidelines
for action set by the owner or top management. Menu Planners need to be fully
conversant with them as the framework within which to create the menu. The perfect
menu is not the work of a single person, but the effort of a team of experts like chef
and f & b manager who bring different talents into the final production of the menu
cover.

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BASIC PRINCIPLES OF MENU PLANNING

1. Location of the Establishment: If the establishment is situated in a business area

the menu should be planned in a certain way so the service would be quick and should
be moderately priced. Situated on highway/motels or road sides menu will offer a
limited Choice, quick service and moderately priced. Residential area- menu should be
oderately priced it should appeal to families.

3. Type Food service in the Establishment: If it is Chinese restaurant- majority of

selection will be Chinese. Snack bar – Majority of dishes will be snacks. Menu pattern
will vary from hotels, restaurants, hostel, hospitals and industrial canteens. In a hostel
or hospital and industrial canteen more or less fixed menu is offered and important is
given to nutritive value.

4. Type of Customer: Type of people there age group, sex, religion, occupation
spending power should be taken into consideration a seating habits vary with group.
People doing physical and laborious jobs req. more substantial meal then people who
do clerical work.

5. Seasonal Availability: Although in these days of cold storage ingredients of all

are available yet food in season should be included in the menu.

6. Availability of Equipments in the Kitchen: Menu should be in accordance to

the equipments in the kitchen to plan a menu for 3004 roast items with only oven, in
the kitchen would make it difficult for service.

7. Capability of Kitchen and Services Staff: Do not plan an elaborate menu if it is

the beyond the ability of the cooks pre pack the dishes also consider the staff is
capable of serving certain dishes with special presentation.

8. Leftovers in Hand: It is better to use leftovers and recover some money or cost
rather than spoiling the food. Chefs skill is in converting leftover to a new dish so that
customer does not know about it ( Specialty of the day )
9. Cost of the Menu: The selling price of the menu should be kept in mind so that
the food cost is well controlled.

10. Policy of the Establishment: Certain establishments may not serve exception
foods because of their policy like pork, beef etc.

11. Service Hours: Also determines the type of menu.

12. Nutritional Factor: Menu should be nutritionally balanced.

13. Occasion: What kind of Occasion it is? Like Festivals, Marriages etc.

14. Gastronomic Rules:

 To avoid repetition each dish should be different in composition.
 Composition of individual dishes must be excellent. This should be well
cooked, tastefully dressed.

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 Mode of cooking should be different so that each one is distinct from the other
bearing no relation in appearance of the all dishes.
 Various types of sauces in the preparation and as accompaniment used must be
distinctly different in color taste and flavor.
 When 2 or more types of fish are to be served first should be boiled or poached
and the 2nd fried or grilled or broiled.
 The entrée should always be classified so that light dishes such as quick
croquette are served first and meat cutlets steaks are served later.
 Too dark meat or too white meat must not follow each other.
 If there are two soups one should be clear and other cream.

3.7 Layout of Table

A cover is the space on the table for the cutlery, crockery, glassware and linen for one
person. Each cover
requires 24"x18" of
space. Cover set-up
is based on the type
of service being
offered by the
restaurant. It is
important for a
server to check the
standards required by
the establishment.
The basic principles
of cover layouts are:

1. Each cover
should be well
balanced on
the left and Figure 3.1 Table Layout
right of the
guest's plate.
2. All cutlery and other table appointments should be placed at least 2" away from
the edge of the table.
3. Knives and spoons must be placed to the right of the plate and all the forks on
the left, except the butter knife which is on the side plate.
4. The cutting edge of all knives should be towards the plate except for the butter
knife, which should face away from the plate.
5. The water goblet or tea-cup (for breakfast service) must be at the tip of the
knife.
6. The butter knife should be at the top of the forks along with a utter knife and on
an under- plate.
7. The napkin should be placed in the centre of the cover or on the side plate.
8. Cruet sets must be placed on the top of the cover at the centre of the table.

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CHECK YOUR PROGRESS-VI

Q. 1 Write a brief note on French Classical Menue?
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Q. 2 Write a brief note on menu planning?

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Q. 3 Write a brief note on table layout?

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3.8 Napkin Folding

Table cloths, napkins, and slip cloths are usually described as linen. A good hotel/
Restaurant will normally use damask for all food and beverage service linen.
Extensive of linen involves higher laundry and replacement costs, which results in
more overheads. Therefore, the fabric chosen should be long lasting and non fading
colours.

Table Cloths: Table cloths should be large enough to cover the top as well as a
portion of the legs of table without interfering with the guest‟s comfort while he is
seated at the table. Tablecloths are generally used in fine dining restaurants. The
Colour of the tablecloth must go well with the colour scheme of the interior. Hotels
with many restaurants may use different coloured tablecloths for each of their outlets

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for easier identification and control of linen movement. The size of the cloth depends
on the size of the tables to be covered.

Considering the minimum fall of 9‖ from the edge of the table, one cane easily
calculates the size of tablecloth required. For example, to cover a table of 2‘6‖ square
table, one needs a cloth of minimum size of 48‖x48‖.
It is calculated as follow:
Width of the table 2‘6‖ which is =30‖
Add: fall of tablecloth on two sides: 2‖x9‖ =18‖
=48‖
Table cloth Size Calculation

S. No. Table Size Calculation Size

1 2‘6‖ 30‖ + (2x9)= 48‖ 48‖ x48‖
2 3‘ square 36‖ + (2x9) = 54‖ 54‖x54‖
3 2‘6‖ x4‖ 30‖ + (2x9)= 48‖ 48‖x54‖
48‖ + (2x9)= 66‖ 48‖x66‖

NAPKIN FOLDING: These are for guests‟ use, normally kept folded at each cover
and unfolded and spread on laps of guests by service staff or by guests themselves
depending on the situation They are also called as serviettes.

Napkins are available in many attractive colour. The colours chosen should be in
contrast to the tablecloth and should blend with the overall colour scheme. Each
restaurant uses napkins of different colour for proper control. As napkins are laundered
frequently, the fabric chosen should be able to withstand frequent washing and should
be long lasting. There are two standard sizes of napkin:
18‖ x18‖ for lunch
20‖ x20‖ for dinner

Though there are two sizes, most of the establishments use napkins of an one size.
Napkins should be neatly folded by the wait staff and kept on tables either in glasses,
on side plates, or in the centre of the cover which enhances the appearance of the table
set up. The general practice is to keep the folded napkins in glasses for dinner set up
and on side plates, or at the centre of the cover for lunch. However operators do not
follow these methods rigidly as there is no convincing reason this practice. All covers
in a restaurant must have one type of napkin folding and all covers must have napkins
placed in one position.

The following points should be kept in mind while folding napkins:

 Always use square napkins which are clean and starched.
 Do not use torn or frayed napkins.
 Make simple folds that do not require too much of handling.
 Crease well at every stage of fold.
 Avoid complicated folds as they look unimpressive when
unfolded and take a longer time to create the fold.

Name of some napkin folding-

1. Bishop‘s Mitre  Cone  Sail
2. Cock‘s Comb  Candle  Pocket
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3. Cinderella Shoe  Fan  Rose

Figure 3.2 Napkin Folding Procedure (Cone)

Figure 3.3 Napkin Folding Procedure (Pocket)

Figure 3.4 Napkin Folding Procedure (Bishop’s Mitre)

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BUFFET CLOTH: Food Service operators use buffet cloths of various sizes to cover
the buffet tables. While covering buffet tables, the following points should be kept in
mind:-
 Centre crease of buffet should run in the middle of the table.
 When more buffet cloths are used to cover buffet tables arranged in a line, the
overlapping of the cloth should not be facing the entrance as this will be visible
to the guest when they enter.
 Fall of the buffet cloth should be even all over, especially on the front side
which is on guest‘s view.
 The size of buffet cloths 2m x4m (6ft x 12 ft) this is the minimum size and
where there are longer tables there may be longer cloths.

SATIN CLOTH: This cloth is draped around the front side of the buffet table,
primarily to cover the legs and to make the buffet counter attractive. Satin is available
in many attractive colours and counters may have satin of different colours.

3.9 Receiving and Greeting the Guests

The following procedure is followed:
1. The welcoming of the guests represents the most important step to his final
satisfaction and reflects the level and quality of the service of an establishment.
2. Guests must be welcomed from the entrance of the restaurant; they should not
wait by themselves for more than 10 seconds at the entrance.
3. The first impression received by the guest is most important. It is not necessary
to execute the whole welcoming procedure with each guests (it is not always
possible in case of affluence), however, it is indispensable to show him that he
has been taken into consideration, if it is only by eye contact.
4. If the hostess or the maître d' hote are occupied, the head waiter or the assistant
waiter must show the guests that they have been taken into consideration.
5. If there is an overbooking problem (more tables have been reserved than the
restaurant can welcome), guests should not be left at the entrance but invited to
sit down at the bar and take care of the problem away from their presence.
6. The hostess or Maître d' must try to seat the guests if he / she has to modify the
planning of reservations at the moment of the guests arrival.
7. The hostess or the head waiter will accompany the guests to his table and pull
out the chair for him / her to sit.
8. The head waiter or the assistant waiter will immediately present himself to the
table to show the guests that he has been taken into consideration.

3.10 Summary
Success of any food and beverage outlet depends upon various factors like décor, but
the equipment used in these establishments plays the final role. The equipment to be
used in any outlet can primarily be decided on the clientele it serves and the menu it
offers to its clients. There are different equipment to handle various types of food and
beverage preparations but most of the outlets prefers to go for equipments which can
play a multiple role as it saves on the money as well as the storage space. Selecting
and purchasing equipment is one of the most difficult task or restaurant operations as it
involves many critical decisions based on the capital investment and will affect the
Return on Investment. Equipment purchased must be maintained and handled properly

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or else high breakages will not allow the organization to retain the standards involved
in the operations over a period of time. Proper handling and storage facility can reduce
the breakages thereby saving on the biggest expenses involved in restaurant
operations.

3.11 Key Terms

Baize: It is a thick woolen material which is used to cover the wooden table tops to
reduce noise and to hold the tableware at its place.
Cutlery: It consists of all forms of knives and other cutting equipment used in
dining.
Flatware: It consists of all forms of spoons and forks.
Gangway: It is the free space available between the chairs and the tables which
allows the people to move freely.
Glassware: It consists of all types of glasses used in a food and beverage service
establishment.
Hollowware: It consists of all types of tableware other than cutlery used in a food
and beverage service establishment.
Linen: It consists of table cloths, napkins, tray cloths, slip cloths, buffet cloths,
waiter‘s cloths and tea cloths used in a food and beverage service establishment.
Main Course: It is the main dish of the menu.
Mirror Platter: It is the platter with a mirror finish a base and is normally used
for enhanced presentations of salads and cold meats.
Placemat: It is a type of mat made up of paper of plastic and is used on tables with
a top made of glass, wood, mica or other such finishes which are not covered with
a baize cloth.
Preserves: Jam, Jelly and Marmalade. Sometimes honey also.
Serviette: It is a type of cloth which is used by the stewards during service.
Silverware: A term used for cutlery made up of silver or plated silver.
Tableware: A term used for all pieces of flatware, cutlery and hollowware.

3.12 Bibliography
 Lilicrap, D. and Cousins, J.; Food and Beverage Service; Eighth Edition,
Hodder Education, London, 2010.
 Davis, B., Lockwood, A. and Stone, S.; Food and Beverage Management;
Third Edition, Elsevier, New Delhi, 2008.
 Bhatnagar, S., K.; Managing Food & Beverage Operations, First Edition, Frank
Brothers & Co., New Delhi, 2009.
 Bagchi, S., N. and Sharma, A.; Text Book of Food & Beverage Service, Third
Edition, Aman Publications, New Delhi, 2012.
 Singaravelavan, R.; Food and Beverage Service, First Edition, Oxford
University Press, New Delhi, 2012.

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 Dhawan, V.; Food & Beverage Service; Second Edition, Frank Brothers & Co.,
New Delhi, 2009.
 Axler, B., H. and Litrides, C., A,; Food & Beverage Service; Wiley, 1990.
 George, B.; Food & Beverage Service and Management; First Edition, Jaico
Publications, New Delhi, 2008.
 Bamunuge, H.; Food & Beverage Service; First Edition, Pearson Oxford
Heinemann, 2010

3.13 Terminal Questions

1) What is ‗Dummy Waiter‘? Explain its importance with the help of a
diagrammatic representation.
2) What do you understand by the term ‗Crockery‘? Write various types and
features of the types available in the market.
3) Write the points to be considered while purchasing cutlery for a restaurant.
4) Write the recommended sizes and use of at least 10 different types of
glassware.
5) Name and write down the uses of at least 10 different special equipments.
6) Write down the care and maintenance involved in various types of F&B
equipment.

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UNIT: 4
FOOD SERVICE-II
Structure
4.1 Introduction
4.2 Objectives
4.3 Classification of Service Methods
4.3.1 The Need for Classification of F & B Service Methods
4.3.2 Factors Influencing the F & B Service Methods
4.3.3 Classification of Food Service Methods
4.3.4 Classification of Beverage Service Methods
4.4 Preparation for Services
4.5 Mise-en-place
4.5.1 Setting-up the Sideboard
4.5.2 Preparing the Trolleys for Service
4.5.2.1 Wine Trolley
4.5.2.2 Hors d'oeuvres Trolley
4.5.2.3 Salad Trolley
4.5.2.4 Guerdon Trolley
4.5.2.5 Cheese Trolley
4.5.2.6 Dessert Trolley
4.5.2.7 Liqueur Trolley
4.5.2.8 Fruit Trolley
4.6 Mise-en-scene
4.7 Method and Procedure of Taking Order
4.7.1 Receiving the Guest
4.7.2 Attending an Order
4.7.3 Recording an Order
4.7.4 Sample Procedure for Order Taking
4.7.5 Methods of Taking Food and Beverage Order
4.7.6 Room Service
4.8 Summary
4.9 Key Terms
4.10 Bibliography
4.11 Terminal Questions

4.1 Introduction
In this unit, we are going to learn about Service is a part of the product and may be
considered the human (usually) interface between the product and the consumers. The
exception is vending operations, where the machine is the interface. The mode of food
& beverage service employed by an establishment will depend on the type of catering
establishment, type of clientele, type of menu, time available for a meal, space
available , availability of staff an their skills, and cost & profit targets of
establishment. The main objective or an operation should be present the customer with
food of good quality at the correct temperature and served attractively, to ensure
acceptability. The service method used must also be economically compatible with the
policies and objectives of the organization. This unit takes an account of the different
methods to classify food & beverage service.

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4.2 Objectives
After reading this unit learner will be able to understand:
 Classification of Services
 Preparation for Services
 Mise-en-place
 Mise-en-scene
 Method and procedure of taking a guest order

4.3 Classification of Service Methods

The classification of service methods will be studied under following sections:
 The Need for Classification of F & B Service Methods
 Factors Influencing the F & B Service Methods
 Classification of Food Service Methods
 Classification of Beverage Service Methods

4.3.1 The Need for Classification of F & B Service Methods

The decision as to which Food & Beverage Service Methods to use in a particular
catering operation is taken at the initial planning stage- at this point the market to be
catered for and type of Food & Beverage production method is used. The initial
planning of a Food & Beverage service facility is critical to the long-term success of
the operation. Food production is mainly concerned with the processing of raw, semi-
prepared or prepared food stuffs. Example: conventional method (cook –serve), cook
freeze. Beverage Production may be defined a the processing of raw, semi –prepared
or prepared product, so that it is in a ready to serve before being served to the
customer (Example :- Tea, cordial & wine or juice). Service of Food & Beverage is
differing from each other on the basis of outlet, type of customer, serving temperature,
Production method etc.

4.3.2 Factors Influencing the F & B Service Methods

The type of Food & Beverage Service method implemented by an establishment will
depend on the following factors. Some of then are as follows:
1. Type of establishment like restaurant, fast food & banquets
2. Location of establishment plays an important role while selecting the type of
food & beverage service methods.
3. Time available to customers to have their meal should be carefully considered
while deciding on the type of food & beverage service methods.
4. Type of customer (their age, sex, Income level, status, family, friends and
occupation) influences on the food & beverage service methods while selecting
for an establishment.
5. Before deciding the type of food & beverage service methods for an operation,
one must consider the level of Service skill of the service staff.
6. The size of Food & beverage Service area also influence the service methods to
decide.

4.3.3 Classification of Food Service Methods

In order to deliver the food Product in a kitchen to the customer some form of food
service is required. This many vary from full service in a luxury restaurant or hotel,

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where the food is brought to the customer‘s table, to a self service cafeteria where
customer collect their own food from a service counter. The mode of food service
employed by an establishment will depend on a number of inter-related factors; the
type of establishment, type of associated food production method, the type of
customer, type of menu, the availability of staff and their skills, the space available,
the cost and profit targets of the establishment.

SELF SERVICE
Self –Service may be described as those
operations in which the Service Staff do not
come to the table an serve customers their
meals, customers in fact select their own food,
cutlery, etc and carry them to a dining area
themselves, speed an Economy are the two
major reasons for choosing self service
facilities, such facilities are able to serve large
groups of people quickly with limited service
personnel. Fig 4.2
Cafeteria: Cafeteria offer value, section, a
comfortable atmosphere, and family environment characteristics that appeal to several
different semi
cafeteria consist
of a service
counter
arrangement, so
the customers
are able to see
the food in
advance of
making a choice
and a dining
area. Cafeteria
arrangement
consist of a
straight line of
counters where
customers enter
at one end of the
line, pick up a
tray and pass
along the full
length of the
counter Fig 4.1
selecting menu
items on the
way. The
service counter
and dining area

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are separated either by a rail or partition and payment
for the menu items selected is usually made at the
end of the line where the cashier is seated.
The rate of flow through the cafeteria line based on
the factors like variety of choice offered, length of
the line, customer‘s familiarity with the cafeteria
layout, the speed of cashier. Cleaning can either be
done by employing staff to do this or by requiring Fig 4.3
customers to clear their own tables. This arrangement
is generally found in residential school, universities, factories, offices etc. Cafeteria
arrangement is shown in the fig 4.1

Carousel: The Carousel or Roundabout Server Consists

of a number of rotating shelves (usually three) at
different height, all the which are approximately 6 ft in
diameter at one revolution per minute. Food is passed
from the kitchen to plating table still on the servery side
Fig 4.4
of the carousel, from which the carousel is fed with hot
and cold plated foods. Bottom shelf contains cold foods-
salad, sweets with a crushed ice-bed to ensure a low temperature during the food
service. Medium shelf contains hot food. Top Shelf contains bread rolls and butter.
Trays, cutlery, Napkins & Beverages are usually separated. Fig 4.3 shows the
carousel.

Vending Machine: Vending is also known as automatic

retailing or electronic cafeteria. It involves a machine
providing the customer with a product in exchange for
some payment, coins and credit cards etc. Vending offers
the hospitality industry a means of extending food service
hours to meet the convenience of the guests and to provide
acceptable service where it would be economically Fig 4.5
impossible to provide full manual food service. Technological advantages are
improving the variety and quality of product offered through vending. Since dining
halls are rarely open 24 hours a day or available on all parts of campus, offices,
hospitals, vending offers options at different ―access points‖ across campus as well as
at all hours of the day and night. Food vending machines
may vend a variety of food products –confectionery,
snacks, plated meals etc, and are usually vended in one of
three types of machine.

Snacks Machine: Confectionery, biscuits etc are usually

vended from and ambient temperature machine as these
items have a relatively long shelf –life and do not have
any special temperature requirement. Fig 4.6

Refrigerated Machine: Snacks items such as Sandwiches and rolls have a limited
shelf life and need to be date –stamped and vended through a refrigerated machine.
Plated food such as salads, cold meats, etc must be vended from refrigerated machine
where the holding temperature is between 20C and 50C. At this temperature the food
may be kept for two day, although some operations work on a 24 hours cycle only.

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Hot Meal Machines :- Food for a hot vending service may be vended in three ways.
Heated food vender which will hold the temperature of the plated food at about 690C
for up to 6 hours. Hot can vender which usually offer a choice of items (for example
Soup, baked beans, Pasta dishes) are held at a temperature
of 690C in the machine without deterioration in the quality
of the food. Hot can is vended together with a disposable
bowl and suitable cutlery to eat the food with, the can is Fig 4.7
usually opened by the use of a ring Pull top. The use of
Microwave oven adjacent to a refrigerated machine. The
type of vending machine used will depend largely on the
type of product being vended.

Carvery: Carvery restaurant essentially offer a three course meal (exclusive of drink)
at a set inclusive Price. Ist Course served by waiter & usually offer a selection of five
or six items. IInd Course main Course is selected from the carvery counter and served
by customers themselves. IIIrd Course, sweet course is served by waiter. The carvery
counter may be straight line, circular or more usually U- shaped. On this counter is
placed a selection of hot meats, vegetable and Potatoes, sauces and gravies.

Buffet: Buffet is a method of food service which is a modification of true self service.
It is a food service arrangement in which foods are displayed attractively on one or a
series of tables, and presentation is an all important factor. Customer collects a plate
from one end of the table and move along it helping
themselves to the food of their choice. In finger buffet most of
food is kept to fairly small mouth size Pieces. In fork buffet
cutlery is provided for the customer with which to eats the
food. The guest either helps themselves or is served by chefs
standing behind the buffet table. Cold buffet are usually
arranged with decorative dishes such as –Pieces can be of Ice
carving, butter moulding. U- Shape, L –shape or V- Shape
and other shapes of table arrangement can be assembled to
accommodate the food to be served and the numbers to be
catered for Buffet Service also enables a facility to feed large Fig 4.8
number of people in given time with less staff requirements

Take –Away / Fast Food: The take- away or take-out service is a method of food
service that exploits to the full the concept of fast food. The product offered by these
establishment are highly standardized, as are most of the features of the operations-
Service, sales control, Product Packaging etc. The take way offers a limited basic
menu to the customer but within this menu there may be a number of variations on the
basic items. These operations aim to achieve volume sales by offering low-to- medium
–Priced food and they have become a popular segment of the catering market because
they fill a need for a quick snack or meal. The time between customer placing orders
and receiving their meals, aims to be faster than any other method, some operations
aim for one minute service time. The customer may either take the food out of the take
away to eat, or it may be consumed on the premises, take away outlets now provide
very extensive seating areas, often for more than several hundred. Now –a- days take
away offers fish- and –chips, Pizzas, hamburgers, Chinese, Indian and Mexican food
etc.

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Salad bars & Dessert Tables: A salad bar is a self-

service concept in which each guest is given the
opportunity to prepare his or her own salad from an
attractive array of fresh vegetables and fruits that
have been cleaned and sliced. Bowls and Salad plates
are available at one end of the Salad bar. Guest
prepare their own tossed green salad and help
themselves to a variety of prepared Salad
accompaniments. More elaborate salad bars offer Fig 4.9
soups, pasta salads, fruits, hard- boiled eggs, grated
cheese and croutons. Pies, cakes, éclairs, fresh fruit and soft cheese displayed in a
dessert table. Dessert plates and forks are at the dessert table. Dessert is usually pre-cut
into portions and guests help themselves. Well –displayed dessert can also be brought
to the guest table on a tray or on a dessert cart with wheels.

WAITER SERVICE
Waiter service involves the
transportation and service of
food to the customer at a table.
This method of food service has
also termed ‗aided‘ or
‗Personalized‘ Service. The
traditional waiter service to a
customer seated at a table is a Fig 4.10
much slower method of food
service than the self service methods.

Table Service: Table service is a method of food

service in which the waiter brings customers food or
the table and places it in front of them, either preplated
or from the Platter to the plate on the cover (The space
required on a table for laying cutlery, crockery,
glassware and linen for one person to Partake of a
meal). Table service is the most leisurely of service
Fig 4.11
methods, customers may still take as half to three –
quarters of an hour to eat their meal, but are more
likely to take between one- and – a – half to two hours.
There are basically two types of menus available in the
table service from which customers may select their
meal. The first is the a la carte menu in which all the
items on the menu are individually priced and
customers select and combine dishes according to their
choice. The other is the table d’ hote menu which
consists of a number of items combined together to
produce a set meal, at a set price. The use of the term
table d‘ hote is today frequently replaced by the term
fixed price menu. Fig. 4.10 shows that table service Fig 4.12
may be further classify on the basis of ‗house style‘ of a restaurant

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American service: Most often used in coffee shops where the emphasis is on quick
service. This service is also known as plate service. The food is served into a guest‘s
plate in kitchen itself and brought to the guest. The portion is Pre- determined by the
kitchen and the accompaniments served with the dish balance the entire presentation in
terms of nutrition and colour. Pre-Plated food is always served from the right hand
side of the guest.

French Service : A fundamental elements of true French service is that it affords

guest an opportunity to help themselves. This type of service is used in upscale
restaurants, elegant hotel dining rooms, cruise ships resorts and casinos. The food is
either cooked or completed at a side table in front of the guests. The food is brought
from the kitchen and placed on a small cart called a gueridon. On this gueridon their
is a small spirit stove called the rechaud, used for heating or flaming the guest food,
which is then served from the silver salver on to the guest‘s plate and placed in front
of the guest. French service, can also enables guests to see food ‗finished‘ by their
table, for carving and portioning and salad mixing may be effected in front of them.
The guest receives a great deal of attention and the service is extremely a great deal of
attention and the service is extremely elegant.

Russian Service: This food service is also known as Platter Service. It is very formal
and elegant, and the guest is given considerable personal attention. It employs the use
of heavy silver service-ware. The food is prepared and portioned in the kitchen and
placed on to silver platter. To serve, the sever places a heated plate before each guest
from the right side, going around the table clockwise. Then the server brings the
platter of food to the dining room from the kitchen and present them to the guest a the
table. Standing to the left of each guest and holding the platter of food in the left hand,
the server shows each guest the food and then using a service fork and spoon in the
right hand, (combindly known as service gears), dishes up the desired portion on the
guest plate This service needs skilled staff to do well.

English service: All necessary preparation such as cooking foods and slicing ments is
done in the kitchen. The food is then placed in large bowls and on platters and is
properly garnished. The server serves the bowls and platters by placing then in the
center of the table. The food is passed around the table by the guests, who help
themselves to the portions desidred. The amount of service required of the server is
minimized, because the server
simply sets the food on the
table, pour the beverages,
brings the appropriate
condiments and clear away the
solid dishes. This simplified
manner of service is helpful for
new wait staff to learn the
proper details of serving.

Banquet Service: Banquet

Fig 4.13
service involves serving a meal
to a group of people who are celebrating, gathering for a special occasion or honouring
special guests. The menu, number of guest and time of service are predetermined and
the banquet is well organized in advance. Banquet service is offered in hotels, resorts,

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country clubs casinos and restaurants that have conference rooms for holding
meetings. The variety of table arrangements used in banqueting service are numerous,
using either round, square, rectangular and other interlocking shaped tables, if there is
a ‗top‘ table on which the host sit or important guest than this table is usually served
first. The number of people that may be catered for in banqueting service can be as
small as six to eight for a private dinner party to a large convention of several
thousand people. The food served to the customer may either be pre-plated in the
kitchen or portioned on the plates in front of the customers.

Room Service: A number of lodging

properties provide their guest with the
opportunity to order and enjoy food in
the privacy of their own rooms or suites.
It is a method of food service that is very
expensive to provide a great deal of time
and cost is involved in serving customers
in their rooms, particularly if a full mal Fig 4.14
service is offered, for this reason most
hotels offering room service today only offer a limited menu selection or snacks item.

Car or Drive – in Service: Car Service commonly consist of two types of service, the
first where customer remain in their vehicles
in the drive- in area to consume their meal,
second where customers buy their food and
beverages and then leave the drive-in to
consume them elsewhere. Waiters (usually
called carhops) take the customers orders
and return with the food placed on trays-
these fit on to the car door or steering wheel.
The customers eat their food in their cars,
the carhops removing finished trays.
Payment for the meal is made directly to the
carhops. Many drive- in operations are now
providing a restaurant or dining space for
their customers. The second type of care
service is an extension of the fast food Fig 4.15
system of take away and involves customers
ordering their requirements for a menu board
which are transmitted usually via a microphone at the entrance to the drive-in.
Customers then drive to the exit where they collect their purchases and pay at the same
time. This method of drive-in take aways is growing.

SPECIAL SERVICE ARRANGEMENTS

In some catering situations it is a necessity for the prepared food to be transported and
served directly to the customer- it may a patient in a hospital ward, a passenger on
board a plane. In such cases as these, ‗special‘ service arrangement may be used.

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Hospital Centralized Tray Service: Ganymede is a centralized tray meal system
used in hospital catering. In this menu cards are distributed to patients on the previous
day, patients can then make their own
selection of food for the following day from
the choice on the menu card.
The menu cards are collected from the
wards and returned to the catering office.
Individual diet cards are then prepared for
every patient in the hospital, these are later
placed on the tray before it moves along the
conveyor belt, so that the operatives can read
exactly what is to be given to each patient.
When the food has been prepared for a
particular meal period, the food is loaded Fig 4.16
into heated or refrigerated bain-maries which are wheeled up to the conveyor belt and
plugged into a main socket to keep the food at the correct temperature throughout the
service period. Cutlery for the meal is wrapped in a napkin and place on to a tray with
the. Patent‘s menu card. The trays automatically move along the conveyor belt and the
next item to be placed on the tray is some form of heated plate receiver, on top of
which is then placed the conventionally styled plate. As the tray moves along the
conveyor belt the operatives place the requested menu item the tray reaches the end of
the conveyor belt a complete mal has been assembled ; one or two supervisors then
check the tray‘s item against the menu cards before putting lids over the plates and
placing the completed tray into the mobile holding cabinets or trolleys, which are then
sent to the wards. Using this special service arrangement several hundred complete
meal can be prepared in a very short time. Depending on menu selection, dietary
requirement around 500 tray meals can be completed in one and a half hours. In this
type of service (Ganymede) food kept warm and can travel and stay hot.

Airlines Catering: Most of food served

in first class and in business class are
produced in the caterer‘s kitchen, usually
under the direction of a qualified chef.
In the flight kitchen, foods are generally
prepared at least one day ahead of the
day they are to be served on the plane.
Cook-chill system is used in flight-
kitchen. The food items are often
portioned into individual portions prior Fig 4.17
to being chilled to expedite both the
chilling process and the handling required for preparing the passenger trays later on.
Except while they are being served on to the passengers plates on the tray line, once
chilled food items are held at refrigerator temperatures at all times until they are
heated for service on the plane. Service of food on the plane is done by the flight
steward, he will heated the food and serve with the help of trolley.

4.3.4 Classification of Beverage Service Methods

Beverage service methods are basically two main type- Self service and waiter service.
Beverage service operators usually identify service as different service methods, such
as counter service and waiter service, from which can be selected the most appropriate

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service method to meet the demands of their customers, quick service when the
customer is in a hurry, slower service for an intimate dinners and stylish service for
customers who want to be entertained. The level of service can also be affected by the
standards being achieved. Fig 5.18 shows the classification of beverage service
methods.

SELF SERVICE

Self-service beverage methods are those in which customers collect their own
beverages from a counter or machine, rather than a waiter serving beverages to the
customers at tables. Such as method may be completely self-service, such as the
vending of beverages, or it may be aided such a in the cafeteria arrangement where an
operative would portion drinks into cups and glasses and hand these to the customers.

Cafeteria: In cafeteria arrangements beverages are included in the main counter line,
usually at the end,
just before the
cashier. The serving
of beverage is
recognized to be one
of the slowest points
in the cafeteria line
and the tendency is
to separate the
beverages out from
the main line
completely and to
serve them from a
separate counter. In
some cafeteria
arrangements the
beverage counters
may actually be sited
in the dining area.
This is an attempt to
speed up through put
of customers in the
main cafeteria area to
the dining area, such
beverage stations
may either be
manned by counter
staff or vending
machines.

Carousel: Pre-
portioned cold drinks
may be offered for
sale on a carousel. These are usually situated on the refrigerated shelves and such

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beverages as glasses of wine, fruit juices, milk, iced coffees etc may be featured. Hot
beverages such as tea and coffee would be dispensed from a separate counter either
adjacent or close to the carousel.

Vending: Beverage vending may vend hot or cold drinks separately. Beverage
vending has a considerably wide application within the catering Industry. It may be
used in those operations offering a total vended service such as hospitals, where both
food & beverages are sold through vending machines, beverage vending may be used
as a supplement to an existing methods of food and beverage service, such as in
cafeteria arrangements where all the food is served in a traditional line, but the
beverages are separated out and dispensed from vending machines. Beverage vending
may not be used within the actual restaurant operation itself, but it may still be used as
part of the establishment‘s total catering facilities for examples banks, office &
factories.

 Hot non –alcoholic beverage machines vend coffee, tea and sometime soups.
They offer a range of variations, for example with and without sugar, creamers,
beverages of different strengths, fresh brew leaf teas, ground coffee etc.
 Cold non-alcoholic beverage machine vend a variety of drinks. Example cold
drinks, carbonated bottle water and Juices, Milk Shakes.

Mini Bar: Beverage Service in hotel and motel rooms is most commonly waiter
service, although many establishment have
now installed mini-bars or small automatic
dispensing machines, from which guests
may obtain a drink. A limited choice of
alcoholic and non-alcoholic drinks and
snacks are placed in the min-bar, guests
simply removing any drinks they may
require. There are a number of mini-bar
systems available and payment for items
consumed may be made in several ways. Fig 4.19
One way on which the purchase may be
automatically registered at the cashier‘s office and debited directly to the customer‘s
account. Another way at the time of quest‘s departure, the mini-bar is checked and the
customer‘s account debited for drinks consumed. This form of control is manually
recorded Mini-bars therefore exist as a supplementary guests at different times of the
day when they may not want to call or wait for room service. Operated and managed
efficiently mini-bars can be an dependent profit center generating additional revenue
for the hotel.

Buffet : Beverage service in buffet –type arrangement is

usually waiter service, although in some cases pre-
portioned drinks may be on display on the buffet table to
encourage sales. Such beverages that may be offered
include glasses of wine, fruit juices, iced coffee, etc.

Take Away/ Fast Food: In take away operations, Fig 4.20

beverages are usually served to the customer with the
food ordered. Like the food products offered for sale by the take away operations, the

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beverage products are also highly standardized, often offering a limited number of
beverages, with a nimble of variations.

WAITER SERVICE
Waiter beverage service methods are those in which beverages are transported an
served to the customer, whether at a table or bar, by a member of the service staff. It is
a method of beverage service more commonly associated with higher priced catering
facilities rather than some of the self service operations.

Bar Service: In bar service customers may either sit on stools at the bar and be served
directly by the bar staff or they may sit at individual tables within the bar area and be
served by waiting staff who collect the drinks from the bar for the customer. The
former method of beverage service in which the customer may remain seated at the bar
or table, is most commonly used in public houses and coffee shop styled catering
facilities. The later method is widely used in hotel bars and other restaurants which
often feature a separate bar for pre-and after dinner drinks. In both catering situations
the bar is acting as a sales tool for the establishment and must therefore look attractive
and feature an appropriate selection of beverages for that particular type of operation
and the market at which it is aiming.

Table Service: The customer order for beverage is taken at the table and the
beverages usually collected from the bar, dispense bar and pantry beverage are always
served from the right hand side of the guest other the service of non-alcoholic
beverages. In some restaurants a trolley or cart may be used for the service of beverage
cart is not only an aid to the service of the beverages but is also an important visual
sales tool.

Banquet Service: In banquet functions beverage is have already been chosen and are
served at set times during the course of meal, to accompany certain foods. Pre-meal
drinks in banqueting may either be served by the service staff for example taking trays
of drinks round to the guests, or a bar offering a selection of drinks may be arranged in
the rooms used for guest assembly and the guests can buy directly from this. During
the meal wines pre-chosen by the host are served and after dinner beverages such as
coffee and liqueurs are also served at the guests table. This system is referred as
‗Inclusive bar‘. Any other beverages ordered by the guests. The alternative to an
inclusive bar is ‗cash bar‘ when no drinks have been pre-
ordered and all drinks are bid for by the guests themselves.
In the reception area for a banquet the wine waiters will
have set up a table so that customers can choose and at time
pay for, their wines in advance.

Room Service: In waiter service operations the customer

orders the required beverages from room service and the
drinks are taken to room, payment may be made directly to
the waiter or as is debited to the customer account. Fig 4.21

Coffee Carts: The use of Coffee Carts or tea trolley for the Service of beverages has
been included here because within this type of service beverage are often served

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directly to customers at their desk or table. This method of beverages service is used in
office blocks & factories.

Liqueur Trolleys: Liqueur trolley may be used in variety of restaurants and hotels
and are usually brought to the customer‘s table at the end of a meal. The waiter
method of beverage service is therefore most commonly used in higher priced catering
establishments.

CHECK YOUR PROGRESS-I

Q. 1 Write a brief note on self service methods?
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Q. 2 Write a brief note on waiter service methods?

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Q. 3 Write a brief note on cafeteria service method?

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4.4 Preparation for Services

The restaurant is the hub of several activities before the actual arrival of the guests as
well as at the point of his arrival followed by satisfactory service and his departure,
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further winding off operations. This also involves part preparation for the next service.
This process is often referred to as the Restaurant Service Chain. The Restaurant
Service Chain is therefore regarded as string of events that takes place before, during
and after the service to the guests in the restaurant. The service chain consists of the
following:
 Briefing
 Mis-en-scene
 Mis-en-place
 Setting up the sideboard
 Preparing the trolleys for service
 Cover set –up
 Restaurant Table Reservations
 Receiving and Seating a guest
 Taking an Order
 Food and Beverage Service
 Special Food Service
 Cheese and Its Service
 Tobacco and Cigars and Their Service
 Coffee Service
 Presenting The Check

Briefing: One of the most important interpersonal communications is carried out an

hour before the restaurant is opens for public. Briefing is a meeting of the restaurant
staff prior to the opening of the restaurant, while de-briefing is done when the
restaurant closes. Briefing is an important event to analyze and evaluate the
functioning of the restaurant. In this, first a regimented line up is developed where
grooming, personal hygiene of waiters is checked followed by a discussion on events
that marked the previous day operations highlighting the good points, bad points and
their remedies. In this session the senior most member of the restaurant gives his
instructions, checks on certain aspects of service and receives suggestions or problems
of the staff. Therefore the briefing is an important two way communication between
management and staff that ensures that there is harmony in the thought process of both
in executing service. The service staffs are required to come for the briefing in their
proper uniform, equipped with KOT pads, waiter cloth, clean handkerchiefs, bottle
openers, ball pens and cigarette lighters. There are certain points that each waiter
should keep in mind before presenting himself for briefing:
 He should acquaint himself with the non available food and beverage item
listed on the menu by asking the chef or referring to the ‗non available items‘
board.
 They should ask the chef for the specials (dish du jour) of the day in order to
push it to the customers.
 He should be fully conversant with the menu card and the beverage list of the
day.
The restaurant In-Charge would normally check whether the waiter has satisfied the
above points in addition would explain new house rules or policies to the staff and
encourage an upward communication from the staff in terms of suggestions and
problems. The waiter should be prepared to clarify doubts or give suggestions and ask
questions.
During briefing the restaurant manager checks the following:

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1. Grooming standards of the server.
2. Uniforms are properly pressed and clean.
3. Finger nails to see that they are manicured and clean.
4. Their shoes are polished.
5. Servers‘ knowledge of non available items.
6. Servers‘ knowledge of the special of the day.
7. Equipments carried by the servers i.e. KOT pads, waiter cloth, clean
handkerchiefs, bottle openers, ball pens and cigarette lighters.
8. Staff Grievances
9. Staff Feedback on operations of the previous day.
10. Staff suggestions for improving restaurant performances.
11. Knowledge of the menu.
12. The restaurant manager will also communicate the following:
13. New policies of the management.
14. Table reservation status
15. VIP‘s expected
16. Service standards that need re-enforcing.
17. Guest complaint and how they can be avoided.
18. Training tips
19. Revenue performance of the restaurant
20. Recognition for jobs well done.
21. Transfers, promotions, new staff and exits.
22. Encouragement and motivation.
23. Staff Schedules and table allotments.
24. Cost Control measures
25. New menu items
26. Management observations and suggestions.

CHECK YOUR PROGRESS-II

Q. 1 Write a brief note on briefing?
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4.5 Mise-en-place
Mis-en-Place means putting in place and is the term attributed to the preparation of
work place for ultimate smooth service. To ensure that the restaurant is ready for
service the waiter makes sure that his station has been effectively prepared for the
service. A station comprises of a given number of tables which are attended by a given
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team of waiters. Thus a restaurant may have several stations, each with a team of
waiters. In large restaurants each station may be headed by a Captain or Chef –de-
rang. Mis-en-Place or preparation in which part of activity may be carried out
immediately and part left for the morning or an hour before opening of a restaurant.
The various steps involved are:
1. Shut the doors and windows and draw the curtains.
2. Keeping the light to the brightest level, set the tables and chairs
according to reservations if necessary or required.
3. Spread the table cloths and all other linen as and where required like
slip cloth (napperon), napkin (serviette), runner etc.
4. The activities of back area includes:
i. Washing, cleaning, wiping, sanitizing, drying, and polishing of
cutlery, crockery, glassware, china, stoneware etc.
ii. Removal of all wilted flowers, foliage from buds or flower
vases for the purpose of substituting with fresh ones next
morning (This may be done by the housekeeping)
iii. In case of candle sticks, scrap the wax, wipe, clean and polish,
less than half burnt candles are scraped, cut and fit in.
iv. Sauce bottles are replenished by discarding half filled and made
into one, washed under running water. The neck from inner and
outer side wiped, the cap cleaned and replaced.
v. Cruet set polished and wiped. The free flow checked,
perforations cleaned. The cellar or salt/pepper shaker should not
be more than 2/3rd filled for convenience of shaking.
vi. Check, count, cluster and tie the linen, make a bundle, exchange
from the linen room. Stack fresh linen in sideboard for
recycling.
vii. Carry the cutlery, crockery, glassware from back area and stack
them in the sideboards.
viii. Check all the cupboards, counters, doors, windows and lock
before leaving in case restaurant remains closed for some time.
Switch off the air conditioner and lights and deposit the keys
with time office security (This is done only when restaurant is
open only for lunch and dinner or open for dinner like in case of
night clubs or discotheques).

When the restaurant is open round the clock like coffee shop, most of these activities
are carried out even though the restaurant is open for public. In case of dining hall
open for breakfast, the second phase of operation overlaps the previous one like table
for breakfast laying is carried out easily in the morning. The following are the
preparations to be done in the Mis-en-place of any restaurant:

4.5.1 Setting-up the Sideboard

The sideboard (or dummy waiter) is a piece of furniture with shelves and cupboards
spacious enough to stock linen, cutlery, crockery and other supplies required to service
a set of tables in a station. Smooth service during the restaurant operation depends on
how well the sideboard is prepared. The sideboard must be equipped with the
following items:

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1. Finger bowls
2. Folded napkins
3. Service cutlery
4. Cruet sets with salt and pepper
5. Cold water in water jugs with under plates and napkins to cover the mouth of
the jugs.
6. Proprietary sauces such as Worcestershire, sauce, Tabasco or chilly sauce,
tomato ketchup, JP/ HP sauces, Soya sauce, etc.
7. Toothpicks in toothpick holders.
8. Crockery - dinner plates, side plates, quarter plates, under plates, show plates
etc.
9. Crumbing plate with brush
10. Restaurant linen - table cloths, napkins, waiter cloths etc.
11. Paper napkins and doily papers
12. Water goblets
13. Pots for jam, marmalade, mustard
14. Butter dishes with butter knives
15. Sugar bowls with white and brown sugar with teaspoons and straw holders
16. Pots with pickles and chutneys
17. Bread boats with assorted breads
18. Ashtrays cleaned and polished (if the restaurant has a smoking policy)
19. Service spoons and forks
20. Cutlery for each cove-normally 2 1/2 times is the back- up stock
21. Salvers and trays with underlay for service

Figure 4.22 Side Board

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4.5.2 Preparing the Trolleys for Service

Trolleys in a restaurant are an important part of
merchandising food and beverage. They are display
units that are meant to stimulate sales. A member of
the restaurant brigade is given the responsibility for
the preparation of trolleys. It is possible that someone
is responsible for particular types of trolleys. For
example, the sommelier will be responsible for the
wine cart or the patisserie for the dessert trolley. Each
has its distinct set of service ware which needs to be
understood.

4.5.2.1 Wine Trolley

Wine service is important for its revenue potential.
The wine trolley stocks and displays wines and spirits
and is wheeled to the guest table to stimulate liquor Figure 4.23 Wine Trolley
sales. The trolley service is provided in gourmet
restaurants and the person who provides this service is a qualified wine butler or
sommelier. He would set the trolley with the following:
1. Wine List
2. Wine bottle corkscrew opener
3. Waiter cloths
4. Half plates to present corks of the wine bottles
5. Torch to show labels to guests in a dimly lit restaurant
6. Display of all table wines - Red, Rose, White, Sparkling
7. Champagne buckets
8. Wine boats to keep wine bottles On the table
9. Beverage glasses

4.5.2.2 Hors d'oeuvres Trolley

The hors d'oeuvres trolley is found in gourmet restaurants that presents the appetizers
in an attractive manner. The trolley is wheeled
beside the guest table at the start of the first
Course. The tips for this trolley are:

1. Clean the trolley thoroughly first with a

wet cloth (if it is not made of wood) and
then a dry cloth. In the case of a
wooden trolley use
2. vinegar for cleaning.
3. See that the wheels of the trolley
move freely and are well oiled. They
must of squeak as the noise can be an Figure 4.24 Hors d’oeuveres Trolley
ugly distraction to guests during
service.
4. Set the hors d'oeuvre platters in an attractive way for easy identification by the
guest. Platters are usually pre-set-up in the platters by the kitchen staff. The
platters must be well polished and clean.

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5. Keep a supply of service spoons, forks, napkins and underlines.
6. Keep a sufficient number of dessert plates to serve the guests.

4.5.2.3 Salad Trolley

Salads have become an important course nowadays

because of an ever-increasing health-conscious have
exclusive salad public. This change in guest preferences
has prompted many restaurants bars dedicated to this
public. Most would like to mix and match their salads
to their taste. They would also like to have options of
sauces. Most now are looking for fat free sauces, so this
has to be catered to.

1. The trolley must be cleaned as above.

2. Those who wish to mix and match their salads Figure 4.25 Salad Trolley
would like to see bowls of fresh green
vegetables. Some suggestions are tomatoes, lettuce, Mushrooms, corn,
cucumber, sprouts, spring onions, watercress, turnip, beetroot, radish, etc. The
key is to en re that the vegetables are crisp, crunchy and fresh always.
3. Similarly, the prepared salads like Caesar's Salad, Russian Salad. Egg
Mayonnaise Salad, Mushroom Salad, etc. should be provided.
4. Meat salads are also to be provided like ham salad, tuna salad, chicken salad
etc. The meats must be fresh and presented in attractive bowls of glass, china
or silver.
5. Sauce boats provided must have an array of sauces to give guests a good
choice. The boats will be in quarter plates with underliners and spoons for
service. Some popular sauces are Italian Dressing, French Dressing, Salsa
Sauce, Mayonnaise Sauce, Thousand Island Dressing, Horseradish Sauce,
Mustard Sauce, lemon juice, etc.
6. An important service ware is a wooden mixing bowl for salads ·t'1 wooden
forks and spoons.

4.5.2.4 Guerdon Trolley

The Guerdon trolley is found in gourmet

restaurants to prepare foods beside the
guest tables. Food is prepared with great
fanfare and showmanship especially the
flambé items. It should be equipped with
the following items:
1. Proprietary sauces
2. White wine
3. Oil for cooking
4. Brandy
5. Red wine
6. Liqueurs for special crepe Figure 4.26 Gueridon Trolley
preparations

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7. Pepper mill
8. Vinegar
9. Napkins
10. Service Spoons and forks
11. Matches and ashtrays
12. Flambe copper pans
13. French and English mustard
14. Wooden board for carving and
cutting
15. Carving knife and fork
16. Butter
17. Salt and pepper
18. Sugar (grain and cube)
Figure 4.26 Cheese Trolley
19. Filled gas cylinder

4.5.2.5 Cheese Trolley

Cheese in European countries is an important part of a meal in the classical tradition.
Gourmet restaurants still offer this as a cutting edge in their service.
1. Clean the trolley as given above.
2. Requisition cheese from the kitchen and be fully conversant with the cheese.
3. Display cheese on a wooden bad with a cheese knife to cut the cheese.
4. Keep accompaniments such as brown bread, crackers, celery, olives and
watercress.

4.5.2.6 Dessert Trolley

The dessert trolley is one that adds a dramatic end
to a meal cycle. The presentation and offer of
desserts is a sure revenue earner. The trolley must
be prepared as follows:
1. Dessert plates
2. Paper napkins or folded serviettes
3. Pastry forks
4. Gateaux Slice
5. Presentation platters with the dessert display
most often prepared by the pastry and
confectionary section of the kitchen
6. Assorted pastries Figure 4.27 Dessert Trolley
7. Assorted cake slices

4.5.2.7 Liqueur Trolley

A liqueur trolley is one that is an additional attraction in a gourmet restaurant that
follows the classical menu preparations. The sommelier would be in charge of this
trolley as well. The trolley will have the following items:
 Cordial glasses
 Brandy balloon glasses

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 Cocktail glasses for frappe drinks

 Cursed ice
 Straws
 Peg measures
 Waiter cloths
 A choice of liqueurs-a good standard would be eight to ten liqueur
 Cordials
 Brandy

4.5.2.8 Fruit Trolley

Guests may like to round off their meals with fresh fruits. This applies especially to
diet-conscious guests who may opt to eat only salads and fruits. Restaurants recognize
the health conscious and have a trolley for this niche public. The server will volunteer
to cut the fruits into manageable portions and serve in the respective service ware. The
trolley will have the following:
a) Paring knives
b) Half plates
c) Fruit bowls
d) Napkins
e) Mixing bowls
f) Castor sugar
g) Teaspoons

4.6 Mise-en-scene
The dining room is the hub of several activities before the actual arrival of the guests
as well as at the point of his arrival followed by satisfactory service and his departure,
further winding off operations. This also involves part preparation for the next meal. It
is ideal to know the components not from beginning, but from the end because end is
the beginning of preparation of fresh service.
Mis-en-scene refers to preparing the environment of the areas in order to make it
pleasant, comfortable, safe and hygienic for the restaurant service. For the restaurant
serving staff the restaurant is considered as the service area and it is expected from
him to ensure that it should be made presentable enough to accept guests before each
service session.

In a regular restaurant where all the three meals are served with a pause of few hours,
the dinner is over around midnight. At this stage, the clearing of tables, sideboards,
displays and decorations are over. A group of staff with a supervisor carries out the
following activities step by step.
All the doors, windows are opened, curtains are withdrawn. All the lights are put at the
brighter level, in case there is a regular dimmer. The whole dining room is thoroughly
observed and scrutinized. The scrutiny is made on following lines:
1. Check for dirt
2. Check for unpolished metal surfaces
3. Check for stains on the carpets, curtains and tapestry

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4. Check for all the electrical gadgets like bulbs, tube lights, power points, hot
cases, display counters, pasta trolleys, pastry trolleys, microwave ovens etc.
5. Check for glass panes, fountains, artificial landscapes, water bodies, flora etc.
6. Check for damaged, broken furniture and fixtures.

Activities Performed During Mis-En-Scene in a Restaurant

1. Carpets are well brushed or hoovered.

2. All tables and chairs are serviceable.

3. Table lights or wall lights have functioning bulbs.

4. Menu cards are presentable and attractive.

5. Tent cards or other sales material are presentable.

6. Doors and windows are thrown open for sometime to air the

restaurant. This should be followed by closing the windows

and doors and setting the air conditioning or heating to a

comfortable temperature.

7. Exchange dirty linen for fresh linen.

8. Table cloths and mats are laid on the tables.

9. Wilted flowers are discarded and fresh flowers requisitioned.

After the inspection of the restaurant is over, through inspection is done from the
traffic side to the pantry as well as the front gate of the restaurant for any defects,
including the lock of the doors and windows. At this stage, many of restaurants stack
the tables and chairs one above the other to completely keep underside free to enable
the house keeping the cleaning of floor or carpet. Similarly the tables and chairs are
shifted the other side to complete the floor cleaning and put back as per regular layout
plan of the restaurant.

CHECK YOUR PROGRESS-III

Q. 1 Write a brief note on fruit trolley?
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Q. 2 Write a brief note on wine trolley?
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Q. 3 Write a brief note on salad trolley?

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4.7 Method and Procedure of Taking Order

Order taking is a skilful art that reflects the efficiency of both the waiter and the
establishment. The order taker (waiter) should be skilful to handle array of customers
efficiently. He should have a very good memory. He should have good oral
communication skills. Knowledge about food and beverage, their garnishes and
accompaniments, matching wines and spirits, cooking time and serving time,
description of dishes in a lucid manner are other important qualities of order taker. He
should also possess a rapid writing skill legible enough so that other subordinates can
understand and execute the order. Hotels adopt different procedures to handle check
out and bill settlements of the residents and visitors in the restaurants, which are
discussed in detail in the present unit.

Order Taking Procedure

The order taking procedure in a hotel industry is discussed in detail in the following
paragraphs.

4.7.1 Receiving the Guest

9. The welcoming of the guests represents the most important step to his final
satisfaction and reflects the level and quality of the service of an establishment.
10. Guests must be welcomed from the entrance of the restaurant; they should not
wait by themselves for more than 10 seconds at the entrance.

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11. The first impression received by the guest is most important. It is not necessary
to execute the whole welcoming procedure with each guests (it is not always
possible in case of affluence), however, it is indispensable to show him that he
has been taken into consideration, if it is only by eye contact.
12. If the hostess or the maître d' hote are occupied, the head waiter or the assistant
waiter must show the guests that they have been taken into consideration.
13. If there is an overbooking problem (more tables have been reserved than the
restaurant can welcome), guests should not be left at the entrance but invited to
sit down at the bar and take care of the problem away from their presence.
14. The hostess or Maître d' must try to seat the guests if he / she has to modify the
planning of reservations at the moment of the guests arrival.
15. The hostess or the head waiter will accompany the guests to his table and pull
out the chair for him / her to sit.
16. The head waiter or the assistant waiter will immediately present himself to the
table to show the guests that he has been taken into consideration.

4.7.2 Attending an Order

1. The waiter will approach the guest from the left, place the menus, ensuring
they are clean, in front of him and enquire: ―May I have your order please, sir /
madam?‖
2. He should wait patiently, facing the guests, until (after any necessary advice
has been asked for and given) the order is completed as fast as and including
the main course.
3. When the menus are long and varied, it is advisable to allow customers a few
minutes before asking the order.
4. When it is apparent that there is a host, take his instructions first, otherwise
receive orders as soon as the guests are ready.
5. If the waiter is busy and cannot attend to a customer at once, he should inform
him that he will attend to him shortly or ―in a moment‖.
6. When two tables are occupied at approximately the same time, the waiter must
take the order of the first party first. Customers are apt to note with annoyance
any failure to a ―first come, first served‖ sequence.
7. Waiter must be aware not only of the speciality of the day but also reasonable
dishes to recommend. He should know the following things as far as possible:
 Knowing which dishes are ready for quick service to guests in a
hurry.
 Items suitable for children
 Salad, vegetable and potato suggestions for grills, roasts and
main courses for a la carte guests.

4.7.3 Recording an Order

1. The Head Waiter should write in the corner of the order sheet; the table
number and the number of persons being served. He also notes the time at
which the order has been taken.
2. He takes the order for the appetizer; he indicates the number of guests for each
appetizer opted.
3. He takes the order for the main dish. He writes the special notes at the right
(example: choice of spice and hotness). He repeats the same for all the guests.

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4. He takes the order for all other items.
5. He affixes his signature and hands it over to his back waiter.

4.7.4 Sample Procedure for Order Taking

1. The front waiter presents himself to the Table No: Covers:

table.
2. He indicates on the voucher the table Table No: AS Covers: 4
number and the number of persons.
3. He writes down the time at which the Table No: AS Covers:4
order has been taken. 12h30m
4. He takes the order for the first appetizer. Table No: AS Covers:4
He indicates the number of the guest 12h30m Shrimp Cocktail (1
corresponding to that order.
5. If the order of the second appetizer is Table No: AS Covers:4
identical, the head waiter will only 12h30m Shrimp Cocktail
indicate the chair number corresponding (1,4
to the second guest.
6. I f a guest does not take an appetizer, the Table No: AS Covers:4
head waiter will write on the voucher 12h30m Shrimp Cocktail
"no appetizer" (1,4 No (3
7. The head waiter takes the order of the Table No: AS Covers:4
last appetizer 12h30m Shrimp Cocktail
(1,4 No (3 2 Bisque (2
8. When the order of appetizers is finished, Table No: AS Covers:4
the head waiter writes the total number 12h30m 2 Shrimp Cocktail
of dishes ordered (1,4 1 No (3
2 Bisque (2
9. The head waiter takes the order of the Table No: AS Covers:4
main dish. 12h30m 2 Shrimp Cocktail
The first guest does not take a main dish, (1,4 1 No (3
the head waiter writes it down on the 2 Bisque (2 No(1
voucher
10. He takes the order of the second dish. Table No: AS Covers:4
12h30m 2 Shrimp Cocktail
(1,4 1 No (3
2 Bisque (2 No(1
Tournedos(3
11. He asks the guest how he would like his Table No: AS
meat cooked. He indicates this Covers:4 12h30m
information on the 2 Shrimp Cocktail (1,4
right side of the voucher 1 No (3 2 Bisque (2
No(1 Tournedos(3R
12. He takes the order for the third guest. Table No: AS
Covers:4 12h30m
2 Shrimp Cocktail (1,4
1 No (3 2 Bisque (2
No(1 Tournedos(3R 2wd
13. He takes the order of the fourth guest Table No: AS Covers:4

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12h30m 2 Shrimp Cocktail
(1,4 1 No (3
2 Bisque (2 No(1
Tournedos(3R 2wd
Homard (4
14. He writes down the total number of Table No: AS
dishes ordered Covers:4 12h30m
2 Shrimp Cocktail (1,4
1 No (3 2 Bisque (2
1 No(1 2 Tournedos(3R
2wd 1 Homard (4
15. He separates the different headings. He Table No: AS Covers:4
writes down the date and appends his 12h30m 4 Cartes
initials in the right 2 Shrimp Cocktail (1,4
inferior part of the voucher. He transfers 1 No (3 2 Bisque (2 1 No(1
the voucher to his back waiter. 2 Tournedos(3R 2wd
1 Homard(4
18/02 Sz

4.7.5 Methods of Taking Food and Beverage Order

Essentially there are four methods of taking food and beverage orders from customers.
All order taking methods are based upon these four concepts.

Triplicate Order is taken, top copy goes to the supply point, second
Method copy is sent to the cashier for billing; third copy is retained
by the server as a means of reference during service.
Duplicate Order is taken; top copy goes to the supply point, second
Method copy is retained for service and billing purposes.
Service with Order is taken; customer is served and payment received
Order according to that order, for example, bar service or take-
Method away methods.
 Individually (example room service breakfast)
Pre-Ordered
Method  Hospital tray system
 Functions

CHECK YOUR PROGRESS-IV

1) Discuss the procedure for receiving guests in the f & B outlet?

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2) Write short note on the sample procedure for the order taking?
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4.7.6 Room Service

Room Service generally includes the same dishes offered in the restaurant. A three star
category hotel should be able to serve at least breakfast in the rooms. Room service is
part of the food and beverage department and not of housekeeping. The room service
can also be responsible, after the closing of the hotel bar, to serve beverages in the
rooms and manage the mini-bar.

Waiter will use trays (carried high over the shoulder with the left hand) or rolling
tables for the meals. Every element should be covered (film paper, carton, bells)
during transportation and uncovered when entered the room.

The Room Service is often situated inside the kitchen, and close to the service
elevator. In this way hot preparations can be served as fast as possible. Inside this
service, the following are found:
 Working station
 Toaster
 Sink
 Coffee / tea machine
 Products shelves (cereals, sugar...)
 Tray shelf
 Refrigerator
 Order taking office / desk

Room Service Order Taking

One can order room service in two ways:
1. By ―door hanger‖
2. By ―telephone‖

1. By Door Hanger: It is a document that the guest places on the exterior room door
knob. The night audit picks up all the documents during the night. This system allows
the room service employees to be ready and serve the guests on time.

This document is often made up of two faces written down in two languages and is
placed by housekeeping on the head of the bed. The information found in this
document are the following:

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 The service hour desired by the guest, leaving a margin of a

quarter of hour (for example between 8:00 and 8:15 a.m.)
 The name of the guest
 The number of people
 The room number
 The detailed order of breakfast desired (filled in cases)
 A choice of newspaper proposed by the establishment

2. By Telephone: The room service order is placed through telephone. In fact, it is

very difficult to take an order correctly by telephone. One must be fast, not to forget
any important information and try to sell the maximum to the guest.

For a maximum efficiency, the Room-service personnel use digital telephones that
indicate the name of the person and the room number, and the possibility to display the
room number of the previous call in case they forget.

The room service order is written down manually or computerized and it should
include the following information:
 Room number
 Name of the guest
 Number of persons
 Detailed order
 Hour the order is taken
 Service hour

The service should be fast and discrete. The service procedure is as follows:
1. Verify the guest's name on the bill
2. Knock on the door
3. Announce "room service"
4. Remove plastic films from the food
5. Wait until the guest invites the waiter to come in
6. Express wishes "good morning, good afternoon, good evening, call the guest
by his last name (good morning mister X).
7. Ask where to place the tray
8. List the different food items ordered by the guest
9. Ask the guest to sign the bill
10. Thank the guest and explain the procedure to take away the tray

It is to the room service to clear away the tray when the guests have finished, either by
asking them to place their tray outside of their room when they have finished, and to
clear it 20 minutes after the service or by asking the guest to call them to come clear
away the tray, which is more delicate because the waiter must come in the guest's
intimacy the least possible. It is the object of conflict between housekeeping and the
room service departments. In fact, there is nothing worst than a floor where there is
dirty trays lying on the floor. One should consider that the job of the room service is
finished only when all trays have been cleared away.

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The room service employee must have general knowledge about the hotel premises.
The room service employee is often the only one to be in direct contact with the guest
during his stay. The guest often asks questions concerning the technical equipment of
the rooms, the hotel premises, or any other information, and the waiter must be able to
answer to any need.

4.8 Summary
In this unit we have discussed food & beverage service methods can be looked at from
the customers Point of view. The customer‘s enters in a food service area, order or
select his choice of food and then it is served, the customer may pay either at this point
or later. Service methods available to the food & beverage operator are based on self
service and waiter service. The choice on how the service sequence is designed,
planned and controlled are made on customer needs, level of customer demand, style
of food & beverage operation, price to be charged, production, process, volume of
demand, availability of staff and space available. The food & beverage service system
chosen must be in keeping with total concept of the catering facility and be perceived
as value for money by the customer.

Order taking is a skilful art that reflects the efficiency of both the waiter and the
establishment. The order taking procedure includes welcoming of the guests, attending
an order and recording an order. Essentially there are four methods of taking food and
beverage orders from customers. All order taking methods are based upon these four
concepts: triplicate method, duplicate method, service with order method and pre-
ordered method. Room Service generally includes the same dishes offered in the
restaurant. Room service is the responsibility of the food and beverage department and
not of housekeeping. Waiter will use trays or rolling tables for the meals. Every item
should be covered during transportation and uncovered when entered the room. One
can order room service in two ways: by door hanger and by telephone. The hotel /
restaurant may follow a predefined procedure for the check outs and the settlements of
the guest‘s folio. The payment can be made for the hospitality services & products as
cash payment, credit card or Direct Billing transfer or combined settlement method.

4.9 Key Terms

A la Carte – The menu in which all the items are individually priced and customer
select and combined dishes according to their choice
Buffet – Meal consisting of a number of dishes set out so that guest can select what
they want for themselves.
Banquet Service – It involves serving a meal to a group of people who are
celebrating, gathering for a special occasion like conference, meetings etc.
Carhops: - Waiters working in the drive- in outlets who takes order and deliver the
food to the guest.
Carousel – It is rotating shelve (usually three) at different heights containing food,
where the guest remains standing, taking his choice of meal from the revolving
carouse land placing it on his tray
Cover - The space required on a table for laying cutlery, crockery, glassware and liner
for one person to partake of a meal.
Food Service- Food service is an operation in which product / service are created and
delivered to the customer almost simultaneously.

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Mini bar – A small refrigerator placed in hotel rooms from which guest may obtain
water bottles, beer, cold drinks and snack which is chargeable.
Salad Bar – It is self – service concept in which each guest is given the opportunity to
prepare his or her own salad from an attractive array of fresh vegetables and fruit that
have been cleaned and sliced.
Table d hote - It is a restricted menu, offering small number of course with limited
choice of food in each course, fix selling price and dishes being ready at a set time.
Briefing: two way communication between management and staff before an operation

Side Board: furniture central to an operation at a station

Mis-en-scene: preparation of the environment in a restaurant

Mis-en-place: preparation for an operation

Cover: The space on a table for crockery, cutlery and glassware for one person
 Triplicate Method: in this method the order is taken in three copies. The top
copy goes to the supply point, second copy is sent to the cashier for billing;
third copy is retained by the server as a means of reference during service
 Duplicate Method: in this method the order is taken in two copies. The top
copy goes to the supply point, second copy is retained for service and billing
purposes
 Traveler’s Cheques: These are issued by reputed banks to avoid the risk of
carrying cash
 Combined Settlement Method: A guest may elect to use more than one
settlement method to bring the folio balance to zero.

4.10 Bibliography
 Malhotra R.K. (1998) Food service and catering Management, Anmol
Publication Pvt. Ltd. New Delhi, pp 3-5
 Singaravelavan R (2011) food and beverage service, oxford University press,
New Delhi pp 3-13
 Varghese, Brain (1999), Professional food & Beverage service Management,
Macmillan India, Ltd. Bangalore pp 3-7
 Vijay Dhawan (2000), Food & beverage service, Frank Bros. & Com.
(Publishes) :Ltd. pp 3-10
 Lillicrap, DR, Cousins John A (1971), Food & Beverage service, Hodder and
Stoughton Limited, London, pp 5-7
 Davis, Bernard ( 2005), Food & Beverage Management, 3rd edn, Reed
Eelsevier India Private Limited, New Delhi, p. 160-176.
 Andrioli Sergio, Douglas Peter (1990), Professional Food Service, Heinemann
Professional Publishing Ltd, Oxford, p.10-11
 Hansen, Bill ( 1995), Off –Premise Catering Management, John wiley & sons,
New York, p.58
 Lillicrap, D R (1988), Revision Questions on Food & Beverage Service,
Hodder and stoughton Limited, London, p. 18-19
 Lillicrap, D R, Cousins John A (1971), Food & Beverage Service, Hodder and
stoughton Limited, London, p. 11-15

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 Splaver, Bernard R. (1982), Successful Catering, Van Nostrand Reinhold, New
York, p. 184
 Verghese, Brian (1999), Professional Food & Beverage Service Management,
Macmillan India, Ltd, Banglore, p. 47-49
 Julyan, Brian k (1988), Beverage Sales & Services A professional guide for
students, 2nd edn. Butterworth –Heinemann Ltd, Oxford, p. 133
 George, Bobby (2005), Food & Beverage Service, Jaico Publishing House,
Mumbai, p. 82-86
 Strainese, Anthony J. (1997), Dining Room and Banquet Management, 2nd
edn., Delmar Publisher, Canada, p. 55
 Fuller, John (1983) Modern Restaurant Service A manualfor students and
Practitioners, Hutchinson & Publishers Ltd., London, p. 148 -149
 Fuller, John (1992), Advance Food Service, Stanley Thornes (Publishers) Ltd.
England, p. 22-23

4.11 Terminal Questions

1. Draw the table of food & Beverage Service Methods.
2. Differentiate between silver service and American Service.
3. Differentiate the vending machine in terms of food & beverage.
4. Draw a neat Diagram of Mini bar. Explain the importance of Mini bar in the
hotel room.
5. What are steps involved in hospital centralized tray Service.
6. Classify Beverage service methods in terms of self service and waiter service.
7. Explain the Drive –in Service and take –away in Short.
8. How do you prepare a salad trolley? Discuss.
9. What is stacked in the fruit trolley? Enlist.
10. How the restaurant cover is laid? Explain.
11. What are the precautions to be taken in recording an order?
12. What are the different types of formats in use in order taking?
13. What is meant by ‗door hanger‘ method? Furnish procedure.
14. What is the service procedure to be followed for room service?
15. Write a descriptive note on the different methods of bill settlements?

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