Food and Beverage Service Theory Edited - Copy From Alice
Food and Beverage Service Theory Edited - Copy From Alice
Food and Beverage Service Theory Edited - Copy From Alice
INTRODUCTION
In the recent years, eating away from home has been on the increase
and there is a widening diversity in the nature and the type of food and
beverage on offer.
The hospitality industry (Catering/Hotel industry) has a greatly expanded
demanding improved professionalism in food and beverage service staff.
There is even greater need for more people to make their career in this
noble profession alongside the need for improved confidence and
performance through higher standards of knowledge and skills.
Food and beverage service staffs are employed in huge variety of
establishments in the hospitality industry, but their basic roles does not
differ no matter what type of restaurant, hospitals or other venue they
work in.
The number of food and beverage service staff and their positions in an
establishment hierarchy depend on their size of operation and service
offered. The function of the waiting staff; large,medium or small
establishments remain the same.
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iv) Control and direct operations in any food and beverage
outlets
v) Good guest care (interpersonal skills)
vi) Promote health and safety as regards the employees, guest
and property.
DEFINITION OF TERMS
Food
- Is anything either solid, liquid or paste form possessing a chemical
composition which enables it swallowed to do one or more of these
four things:-
- Can include a wide range of styles and cuisine types. These can be
by country, ethnic group or international meal that is universal to
everybody.
Beverages
- This is an inclusive of all drinks i.e. alcoholic and non-alcoholic
beverages
Examples of alcoholic beverages:-cocktails, beers, ciders, spirits,
wines, liqueurs e.t.c.
Examples of non-alcoholic beverages:- Mineral water, spring water,
aerated water, juices, squashes e.t.c.
Hotel
- Place where there is provision of food, drink and accommodation.
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Restaurant
- Place where there is provision of foods and drinks generally at high
price with high levels of service.
- They Commercial enterprise committed to the sale of food and
beverage for profit.
Service
- Is the act of filling the needs, wants, and desires of the guest?
Service is what servers provide to meet the expectations of the
guests when they come to dine ( i.e. Guests expect a clean table,
clean dishes and utensils, safe food, hot foods served hot, and cold
foods served cold).
Hospitality
- Means creating a pleasant dining experience for your guests with
small gestures like giving a friendly greeting, smiling-even when
tired, remembering names, hanging up coats, pulling out chairs,
remembering a returning guest’s favourite drink, knowing exactly
what is ordered, and anticipating what the guest needs next.
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ii) Well developed interpersonal skills ( how you relate to
customers)
iii) A range of technical skills ( variety of technical skills)
iv) Team work ( ability to work as a team.)
CUSTOMERS
It aims at meeting customers’ needs and these include:-
i) Physiological needs
- This involves satisfying one’s appetite or quenching the thirst need;
the need for special foods (diabetic, vegetarian)
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- When desiring enjoyable company; going out with friends or
business colleques; attending function to meet others.
v) Convenience needs
- This is as result of being unable to get home (shopper, workers) or
having to attend some other events (cinema, theatre); desire for
someone else to do the work; the physical impossibility of catering
at home (wedding, other special functions)
EMPLOYEES
i) Need to earn an income to support and improve
standards(monetary benefit)
ii) Need to practice and increase skills and knowledge.
iii) For esteem purposes (job satisfaction).
ESTABLISHMENTS
i) To maximise sales and achieve profits.
ii) To expand business.
iii) To be competitive enough to cut a market niche.
N/B provision of food and beverage away from home forms a substantial
of the activities of the hotel and catering industry. The hotel and catering
industry is considered to cover all undertakings concerned with the
provision of food and drink and accommodation away from home.
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The main aim of food and beverage operations is to achieve customer
satisfaction hence enhancing the total meal experience. i.e to meet the
customer’s needs.
This series of events is divided into:-
i) Tangible aspects- e.g food and drink
ii) Intangible aspects- e.g service, atmosphere e.t.c.
The tangible and intangible aspects must be integrated together to present a
total product to the customer i.e all components of the meal experience
should be in harmony.
FACTORS AFFECTING MEAL EXPERIENCE
Are several namely:-
i) Food and drink
The type of food and drink that people eat away from home depends
on a number of factors which are of particular concern to the customers.
These include:-
a) The choice of food and drink available (i.e range of food and
beverage on offer, variety, availability of special diets, menu-
limited or extensive)
b) The quality of the product offered (i.e fresh or convenience)
c) The quantity of the product offered (i.e portion size, gender
difference, age difference, children’s menu e.t.c)
d) The consistent standard of the product (i.e remain same all the
time)
e) Range of tastes, textures, aromas and colour of food or drink.
f) The food and drink are served at the correct temperatures (i.e iced,
hot, chilled e.t.c)
g) Presentation of food and drink enhances the product offered.
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iii) Value for money or price
The concept of value for money will vary from one sector of the
market to another and from one customer to another.
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N/B the type of meal experience offered by a food service facility must be
tailored around the requirements and expectations of the customer.
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high labour cost -Highly sophisticated
and vast customer meal packing and
through put. marketing.
Take-away Provision of food -Developed in u.k
and drink quickly. from original fish and
chips concept.
-Influenced by U.S.A
and trends in food
tastes.
Retail store Provision of food -Developed originally Retail market
and drink alongside from prestigious stores
services such as wishing to provide
conferencing. food and drinks as part
of retailing experience.
Banqueting/ Provision of large -Originally associated
Conferencing/ scale food and with hotels but now Leisure and
Exhibitions drink alongside become major sector special event
services such as in its own right market.
conferencing
Leisure attractive Provision of food -Increased in leisure
such as:-theme and drink to people have made profit from
parks, museums, engaged in another food and drink
cinema theatres pursuit attractive to leisure
and amenity providers.
Motor way Provision of food -born in u.k in 1960’s Highway
service station and drink together with advent of motor Market
with petrol and way building
other services; -Influenced by U.S.A
often in isolated and became
areas. specialised because of
government
regulation on
provision of food
service operations,
retail, fuel as well as
location
Industrial catering Provision of food -Born out of Business/
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(either and drink to people recognition that better industry market
in-house/food at work fed workers work
service better
contractors -Given substantial
boost in the u.k during
1st and 2nd world war
through legislation
Welfare catering Provision of food -Regulated and given Social
and drink to people substancial boost in caterer/food
in colleges, the u.k by creation of service (student,
universities, the welfare state in 1948 health care,
force and to people institutional and
through established military.)
social needs.
Licensed trade Provision of food -Developed in u.k Separate
(e.g public house, and drink in an from inns drinking places
wine bars, environment but also some
licensed clubs and dominated by units include
members club licensing separate eating
requirements. and drinking
places
Transport Provision of food -Grew out of the need Transportation market
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CLASSIFICATION OF FOOD AND BEVERAGE SERVICE
FACILITIES
COMMERCIAL SECTORS
These are outlets which are primarily concerned with provision of
food and beverages. These are outlets which may be defined as those
operations in which profit is the primary concern. In this sector, catering is
the main activity. It serves both general and restricted market.
WELFARE CATERING
In these outlets, provision of food and beverage is a part of another
business. It involves the provision of food and beverage to people to fulfil a
social need, determined by a recognised authority i.e such operations are
subsidised by government which normally dictates an allowance per head.
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Welfare – put up of taking care of the well-being of
customer.
ii) Market served (whether general or restricted)
Market- refer to where food is served or customer
and is broken down into:-
a) General market - market which is open to
everyone
b) Restricted market- it serves specific group of
people.
iii) Ownership
Refer to who owns the establishment
Can either be privately owned or public or
government owned.
Most cases; commercial are privately owned and
welfare are owned by government (public)
iv) Whether catering is the major or minor activity.
Commercial sectors, catering is the
main/major/primary activity while in welfare
catering is not always available to public and catering
is secondary to main business.
COMMERCIAL WELFARE/SUBSIDIZED
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Fast Food / Takeaways Function/ Event catering The force / Prisons
1. GENERAL MARKET
Operations primarily or basically concerned with profit making. Exist
in both private and public ownership. Catering is the main activity or
secondary or additional service to customers.
A) HOTELS
The main purpose of hotels is to provide accommodation, which may
or may not include the service of food and beverage. Hotels may be a
small- run providing a limited service in one restaurant or a luxury hotel
providing service through a number of outlets such as the coffee shop, room
service, banquets, speciality restaurants, grill room and cocktail bars.
B) RESTAURANTS
They are of different standards i.e speciality or grade restaurants and
there main objectives is to provide food and beverages. The food, service
and price should be often comparable to those of similar restaurants in
luxury hotels. They offer a choice from an elaborate menu and a vey high
quality of service. They rely on the location and mouth advertising develops
them. Have a varied style of service. Separate bar areas may be provided.
Types of restaurants
There are different types of restaurants namely:-
i) Coffee shop
A concept borrowed from the United States, distinguished by its quick
service. Food is pre-plated and the atmosphere informal. Table cover
layouts are less elaborate and have basic essentials only.
ii) Continental Restaurants
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The atmosphere is more sophisticated and caters for people who can
eat at leisure. The accent is on good continental food and elaborate service.
iii) Speciality Restaurant (themed)
The entire atmosphere and decor are geared to a particular type of
food or theme. The service is based more or less on the style of the country
from which the particular cuisine originates. Examples;-Chinese, Indian,
Japanese e.t.c.
iv) Grill Room (Rotisserie)
This is where various meat cut are grilled or roasted here. Normally, a
grill room has a glass partition between the restaurant and the kitchen, so
that the guest can choose his meat cut and see the actual preparation.
v) Dining Room
Found in smaller hotels, motels or inns who find it uneconomical to
have more than one eating place. The dining room is basically meant for the
residents of the hotel but may open to non-residents also.
vi) Snack Bar/ Cafe/Milk Bar
Here the restaurant is informal and the service is quick. The snack bar
may have a counter for self service and specialises in snacks, soda fountain
specialities, ice-creams etc. The decor is relatively inexpensive.
vii) Discotheque
A restaurant which is principally meant for dancing to recorded
music. A live band may also perform. An essential part of a discotheque is a
bar while the food offered consists mainly of snacks.
viii) Night Club
It is principally open at night for dinner, dance and cabarets. A
dispensing bar is always provided. Decor is lavish while service is
elaborate. A live band is important to the set-up. Most establishments insist
on formal wear so as to enhance the atmosphere.
C) PUBLIC HOUSES (PUBS)
These are geared to provide service of all types of alcoholic beverages
to general public with an emphasis on draught beer and good music. Food
may also be served from a limited menu (i.e food is a secondary activity).
Consumption of the beverage is either on or off the premise.
Characteristics of public house
This includes:-
h) They require a magistrate’s licence to operate. (Only
i) granted to suitable persons)
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ii) Many public houses are owned by a brewery company,
proving their integration of their production with the retail
distribution of alcoholic beverage
iii) The supply of food, at one time ancillary to liquor.
Characteristics of Take-away
i. Food and drink are served at a counter or hatch that is from a
single point.
ii. Offers a limited range of menu compared to the buffets.
iii.The service is fast and thus gives room to serve many
customers.
iv.Food and drink is consumed away from the dining area.
v. Payment for the food and drink is done at the point of service
before the consumption of the food.
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vi.Establishments are characterised with bright colours and many
mirrors to attract customers and also to create the impression of
large rooms.
vii. Do not provide the sitting facilities as food is taken away.
2. RESTRICTED MARKET
This is a type of market where not everyone is allowed to be served or
involved. They include:-
A) TRAVEL CATERING/ TRANSPORT CATERING
This refers to the provision of food and beverage to passengers,
before, during and after a journey, on trains, aircraft, ships and in buses or
private vehicles. These services may also be utilised by general public, who
are in the vicinity of transport catering unit (i.e serves both general and
restricted market).
The service of food and beverage may be particularly difficult due to
the physical conditions within the service area.
Problems in travel catering
i) Staffing these food and beverage facilities
ii) Transportation cost and service of food and beverage
service cost
iii) Space restriction
iv) Security while the operation is in transit
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includes:-self-service, vending machines, take away and waiter service
restaurants.
Terminal catering
Services includes:- licensed bar, fast foods, self service, waiter
service, take away, vending machines etc.
Transit catering
Services includes:-
a) Traditional restaurant car service
Meals organised in a setting
Passengers to go to the restaurants’ car for service where sitting is
provided and go back to their seats in the train after meal.
b) Buffet car
Passengers go the car to buy refreshments over the counter.
c) Trolley service
Snack and drinks are delivered to customers at their seats on a trolley.
III) AIRLINE CATERING
This involves catering to airline passengers on frights, as well as at
restaurants situated at airports. Modern airports have a variety of food and
beverage outlets to cater to the increasing number of air passengers.
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It’s divided into:- a) terminal catering
c) In-flight or in-transit
Terminal catering
Service includes:- self service, waiter service, vending machines,
licensed bars etc.
In-flight catering
Services are varied depending on class of travel and flight duration.
Classes are divided into:
a) Economy class
For economy travellers, food portions are highly standardised
Food portioned in plastic trays
Use of disposable cutlery and napkins (because are hygienic, reduced
weight and storage space required).
b) First class
This involves service of food from gueridon trolley
Food portioned in front of the guest and any sauces and garnishes
added.
Service of food is on bone china, fine glass ware, cutlery so as to
create atmosphere of high class dining.
Meals are included in price of fare.
Service may be contracted to specialist catering firms.
All this ships provide a variety of foods and beverage service outlets,
to cater to the individual needs of the passengers. They range from room
service and cocktail bars to speciality dining restaurants.
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B) CLUBS
Refers to the provision of food and beverage to restricted clientele.
The origin of this service can be traced back to England, where membership
of a club was considered prestigious. Clubs for people with similar interests
such as turf clubs, golf clubs, cricket clubs etc have sprung up.
The service of food and beverage in these clubs tends to be of fairly
good standards and are economically priced. Night clubs are usually
situated in large cities that have an affluent urban population. They offer
entertainment with good food and expensive drinks. Clubs also offer
accommodation to bonafide members.
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Are several namely:-
i) SCHOOLS
Meals served normally structured on daily or weekly basis.
Major concern is to serve a balanced diet for the customers
School dining halls are used for the service of food either self service
or cafeterias.
Today a snack type of lunch is offered as an alternative e.g baked
potatoes, pizzas, sandwiches, rolls, pies, soups, yogurts etc.
Children have a choice of a formal cafeteria fashions.
In some areas drastic changes have been introduced, such school only
provide dining room and children bring in their lunches from home.
iii) HOSPITALS
catering in hospital improved in the last 10-20 years
hospitals are benefiting from well planned and managed catering
services
service is specialised and patients have no alternative hence food and
beverage provided encourages patients to consume it
Hospital catering is run on per capital allowance for patients and staffs
pays for their meals.
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Initially food was portioned at the point of delivery and this meant
that patients would receive cold foods
Today food service method in hospital is centralised where by patients
tray is prepared in the production area and is transported by trucks or
mechanical conveyors so little delay is experienced between plating
and service.
v) PRISONS
Work on very limited budget
Diet for inmates is based upon a fixed weekly quantities for specific
named food commodities with a small weekly cash allowance per
head, for refreshments and a further separate cash allowance per head
for the local purchase of dietary extras of which a proportion must be
spent on fresh fruits
The catering would be headed by a prison governor who delegates
duties to the catering officer
Actual cooking and service is done by inmates.
The above markets (i.e General and restricted markets) further falls in the
following types of markets:-
i. Captive market
In this type of market, customers have no choice within the courses.
Examples include:-
Welfare institutions
Registered clubs
Customers are likely to be asked to clear from the table as in:-
Industrial (contract catering)
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Private welfare catering
REFERENCES
PAGE 22
1. Lillicrap Dennis and Cousin John (2006); Food and Beverage
service, Bookpower, (7th edition), London. (pg).
2. Vijay Dhawan (2000), Food and Beverage Service, Frank Bros. &
3. Co.
4. S. Medlik (1972), Profile of the Hotel and Catering Industry,
Heinemann.
5. Loftus David (2007), Restaurant Notes, Ryland Peters & Small.
6. Sudhir Andrews (1980), Food and Beverage Service Manual, Tata
McGraw Hill.
7. Brian Verghese (2009); Professional Food and Beverage Service
Management, Macmillan India Limited. India. (pg).
8. Michael Anker and Vinay K. Batta (1987); Basic Restaurant Theory
and Practice, Longman Group UK limited, London. (pg).
9. Andrew Sudhir (1994); Food and Beverage service Training
manual, Tata McGraw-Hill publishing company Ltd, (2nd edition),
New Delhi New York. (pg).
10. Andrews Sudhir (2008); Food and Beverage Management,
Tata McGraw-Hill publishing company Ltd, (1st edition), New Delhi
New York. (pg).
11. Davis B. Et all (2004); Food and Beverage management,
Butterworth Heinemann, (3rd edition) U.k. (pg12-13).
12.
STAFF ORGANISATION
PAGE 23
Organising
QUALITIES OF A SUPERVISOR
PERSONAL TRAITS
PAGE 24
i) Expertise
Supervisor should be alert, punctual and systematic. Should have
technical expertise to recognise a job properly done and to enhance the
performance of the team. This gives the employees a sense of security and
well being and instils in them a sense of self-confidence to perform better.
iii) Delegation
Means the entrustment of responsibility and authority to another
person to perform a task.
A supervisor should know when and how to delegate authority. Proper
delegation to subordinates aids in their professional development and also
leaves the supervisor with enough time to do more important tasks that may
not be possible to delegate. Delegation is more successful in a climate of
mutual confidence.
i) Cost
Should ascertain if any saving in terms of time, manpower and money is
possible by delegating work to a subordinate. He should also consider the
losses the organisation may incur if the task is badly performed.
ii) Competence
A supervisor should carefully asses the competence and experience of
the subordinate while delegating the work. The extend of delegation should
depend on the capability of the subordinate.
PAGE 25
He should find out if there are possibilities of undoing the harm that the
delegation may cause.
Factors which determine the number of staff required for any catering
establishment.
a) Style of service
The style of service used by a catering establishment will
determine the number of staff employed or required.
There are service methods e.g cafeterias that require fewer
number of staff while other methods like Silver service
require many.
The former style of service requires the customer to do most
of service himself while the later requires individual attention
therefore more staff.
b) Type of clientele
Service is done in many establishments both welfare and
commercial. Equally, the customers patronising such
establishment do have different requirements needs and it is
out of these needs that the number of staff will be arrived at.
Some clients require a high level of contact while others
don’t.
d) Organizational structure
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Provisions made in the organizational structures of different
organization will also determine the number of staff required.
Structures are decided by the policy makers in relation to the
type of establishment, nature of client, menu offered and
many others.
General Manager
General Manager
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Assistant food and
Beverage manager
PAGE 28
Station Banquet Station Station Station Room
Station Station Station
Waiter Sales Head waiter waiter Service
Head waiter Head
Assistant waiter order taker waiter
waiter
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to ensure that both routine as well as projected activities of the
department go on as planned. He should also analyse the
shortcomings in the activities and ensure improvements.
iv)Compiling new menus and wine lists.
In consultation with the chef, and based on the availability of
ingredients or stocks and prevailing trends, the food and beverage
manager should update and if necessary, compile new menus. New
and updated wine lists should also be introduced regularly.
v) Contributes to the setting of catering policies
vi)Implementation of agreed policies
vii) Formulating, planning and overseeing control systems by
monitoring costs, sales and profit margins.
viii) Constantly evaluating systems and keeping the top management
informed
ix)Purchasing of all materials both food and drinks
x) Training, motivating and effective controlling staff
xi)Co-ordinating all aspects of food and beverage operations
xii) Determines the portion size in relation to the selling price.
2. RESTAURANT MANAGER
The restaurant manager is either the coffee shop manager, bar
manager, speciality restaurant manager. He reports directly to food
and beverage manager and has overall responsibility for
administration of a particular outlet or section of the food and
beverage department. His duties includes:-
i) Setting and monitoring the standards of service
ii) Administrative duties such as setting duty charts, granting leave, staff
promotions, recommending staff promotions and handling issues of
discipline
iii) Training the staff by conducting a daily briefing
iv)Playing a vital role in public relations, meeting guests, attending to
guest complains, if any
v) Formulating the sales and expenditure budget for the outlet
vi)Planning food festivals to increase the revenues of the outlet alongside
chef and food and beverage manager.
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i) Responsible for accepting bookings and keeps the booking dairy up-
to-date
ii) Making reservations for table and allocate these reservations to
particular station
iii) Receiving and greeting guests on arrival
iv)Taking guest to table and sitting them.
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7. ASSISTANT STATION WAITER/ Demi-chef de rang
He is a waiter who is not as experienced as a station waiter
His or her duties will be of a similar nature, but the station will
normally be smaller
Responsible for the carving trolley and carving joints at the table as
required by use of carving knife
He plates up each portion with appropriate accompaniment.
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11. Floor service staff/ floor waiter/ room service waiter/chef de’tage
Works in the room service outlet, serving both food and beverage to
guests in their rooms.
Are responsible of a complete floor in an establishment, a number of
rooms or suites (set of rooms in a hotel that are private e.g used for
honey mooners)
The order is placed by the guest on telephone , and is recorded on a
kitchen order ticket (K.O.T)
Its then passed on to the duty station head waiter who in turn places
the order to respective service points
The waiter assigned that order, sets the tray according to the food or
beverage ordered, picks up the order when ready, and serves it to the
guest along with the check, either for payment or signature.
The service should be prompt and efficient as one lapse means a
complaint about service and dissatisfied guest.
N/B
Good relationship and co-operation with house keeping staff is
of utmost importance for effective and efficient service.
12. Lounge staff / chef de sale.
They are responsible for setting up the lounge in the morning and
maintaining its cleanliness and presentation throughout the day.
Are responsible for the service of morning tea, afternoon tea, aperitifs
and liqueurs before and both lunch and dinner and any coffee required
after meals.
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i) Cocktail
ii) Mock tail
Cocktail
A delicate combination of ingredients with a spirit base, to
which a single beverage or a variety of soft beverages with
additives are mixed.
Mock tail
Is a combination of two or more non-alcoholic beverages.
Is a person who works in the cocktail bar
Should be well versed in skills of shaking and stirring cocktails
Should have thorough knowledge of all alcoholic and non-alcoholic
beverages and ingredients necessary for making cocktails.
Should also be aware of licensing laws prevalent in the city or
country.
15. Buffet assistants or buffet chef or chef de buffet
He is in charge of the buffet in the room, its presentation, the carving
and portioning of food and its service.
He is normally a member of the kitchen staff.
17. Cashier
He is in charge of all the takings of the food and beverage operation (
taking- amount of money that a shop or store receives from selling
goods over a particular period of time).
He makes up bills from food and beverage checks.
He charges customers as in a cafeteria system of operation i.e
charging customers for their selection of items on a tray.
Cashiers are not part of food and beverage team so for efficiency
should work closely in association with staff in this department.
Most cash counters are computerised.
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18. Counter assistants
These would be normally found in cafeteria system of operation and
does the following:-
i) Stocking the counters
ii) Portion or serves food to the customers
iii) May cook order items.
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A well trained, smart and helpful staff make up for lacking aspects in an
operation.
There are a number of attributes that a service personnel should posses namely:-
PAGE 36
c) Advice the customer on the correct drink to accompany a
meal
d) Ensure that the correct cover is laid
e) Enables that the correct accompaniments are provided
f) Ensure the correct service of each item
iii) Punctuality
Punctuality is of utmost importance to all service personnel
Staffs who report to work late shows lack of interest and respect to the
management
Punctuality should be observed all the time to ensure that duties are
done in time and properly
iv) Personality
Waiting staff should have an pleasant personality
They must be tactful, courteous, good humoured and of even temper
They must be able to converse with customers with a pleasant and
well spoken manner.
They should be able to smile at the right time.
v) Attitudes to customers
Correct approach to customer is of utmost importance
Must be able to anticipate to customer needs and wishes but not
servile (wanting too much to please somebody or obey them).
Care should be taken when dealing with difficult customers
Never argue with customer as this aggravates the situation
All complaints should be referred to someone in authority
vi) Loyalty
Waiting staff should be loyal to the establishment and its management
( loyal-remaining faithful to somebody or something and support
them.)
Assignment
Explain any four skills a waiter would apply in promoting
customer loyalty
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a) Developing a good or positive attitude toward the customer.
Waiter must anticipate customers’ needs. Customers who know
their needs are catered for always come back.
b) Handling complaints in a pleasant manner. Remember that
customers are always right.
c) Having a sense of urgency – customers who are served quickly
always come back.
d) Being honest with guest – give correct change, remind them the
dishes they like most are available.
e) Ensuring customer satisfaction is optimal at all times.
vii) Honesty
If there is trust and respect in a triangle of staff-customer-management
relationship then a good working atmosphere is promoted
This encourages efficiency and team work
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xi) Sense of urgency
Service staff must develop a sense of urgency so that an establishment
maximises the amount of business over the service period.
xv) Modest
Service staff should be modest in their behaviour especially to the
customers and everyone else.
xvi) Discretion
A good waiter should never assume that a diner partner is or is not his
spouse. The best approach is always to call a female guest ‘madam’
rather than ‘ Mrs. X’. This will avoid causing any embarrassment to
any of the parties concerned.
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e) Annoyance to customers
xviii)Speech
Guest expects waiters to be polite, courteous and pleasant and
therefore waiters should make a conscious effort to develop a clear
manner of speech because communication in his job is generally of
verbal nature.
xix) Memory
A good memory helps to improve performance. It also helps the
service personnel to attend to small but important details such as
remembering a guest's name or his likes and dislikes regarding food
and beverage.
i) Physical qualities
Personal hygiene
Professional appearance
Punctuality
Speech
Handwriting
ii) Mental qualities
Memory
Knowledge of food and drink
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Local knowledge
Complaint handling
Sales ability
Sense of urgency
Customer satisfaction
Liking of job
PAGE 41
k) Forgetting a dish that has been ordered, or serving wrong
accompaniments.
l) Overfilling water glasses or leaving them empty or leaving dirty
ashtrays on an occupied table.
m) Being inattentive to a guest's needs, for example, forgetting
special instructions from the guest, such as less chillies or no
onions in the food.
n) Using cold plates for hot food and hot plates for cold food.
o) Touching food with one's hands.
p) Not following the rules of quality waiting at table.
q) Soliciting tips or questioning the amount of tips.
REFERENCES
1. Sudan Amrik Singh (2002), Restaurant Management, Anmol
Publications.
2. Lillicrap Dennis and Cousin John (2006); Food and Beverage
service, Bookpower, (7th edition), London.
3. Loftus David (2007), Restaurant Notes, Ryland Peters & Small.
4. Sudhir Andrews (1980), Food and Beverage Service Manual, Tata
McGraw Hill.
5. A C Marshall, John Fuller, A J Currie (1965), The Waiter, Barrie and
Jenkins
6. Lora Arduser (2005), The Waiter & Waitress and Waitstaff
Training Handbook: A Complete Guide, Atlantic Publishing
Company.
7. David Foskett Et all (2003); The Theory of Catering, Bookpower,
(10th edition), London. (pg 400-402).
8. Brian Verghese (2009); Professional Food and Beverage Service
Management, Macmillan India Limited. India.
PAGE 42
9. Michael Anker and Vinay K. Batta (1987); Basic Restaurant Theory
and Practice, Longman Group UK limited, London.
10. Andrew Sudhir (1994); Food and Beverage service Training
manual, Tata McGraw-Hill publishing company Ltd, (2nd edition),
New Delhi New York.
11. Andrews Sudhir (2008); Food and Beverage Management,
Tata McGraw-Hill publishing company Ltd, (1st edition), New Delhi
New York.
12. Davis B. Et all (2004); Food and Beverage management,
Butterworth Heinemann, (3rd edition) U.k.
PAGE 43
v) Durability of equipment
vi)Ease of maintenance
vii) Availability when stocks run out (replacement in future)
viii) Storage
ix)Flexibility in use
x) Price factor (costs and funds available)
xi)Standardisation (standard sizes and colour)
The following are the common flat ware and cutlery used in catering
establishments:-
Soup spoon- for the service of soup in cups, plates and bowls
Fish knives and forks- for fish and hord d’oeuvres
Joint knives and forks- for main meals and entree’
Dessert spoon and forks- for the service of desserts and sweets
PAGE 44
Dessert spoon- service of some soups and cereals
Fruit knives and forks- for fresh fruits
Coffee spoons- for coffee
Tea spoon- for tea, fruit cocktails, ice-cream served in coupes and boiled
eggs.
Service spoon and fork- for transferring food from platters to the guest
plates
Steak knife-for cutting steak. It has a serrated edge.
Grape fruit knife- for cutting grape fruit
Cheese knife- for cutting cheese
Hollow-ware
This is a metal or ceramic container for food service.
Such hollow-ware includes:-
Table service
Soup tureens-for service of soup in large quantities (i.e. portioning soup
into customer’s soup bowl, plate or cup).
Soup bowl- ceramic bowl for individual guests. These bowls are filled from
soup tureens
Trays- are of various sizes and have several uses.(beverage trays are
always round)
Oval flat tray with lid- these are stainless steel or silver coated trays
that carry food to the guest table
Round flat tray with lid- for service of vegetables
Oval or round entree dish- food containers and are used to cook and serve
food to guest plate especially stews
Water jug- silver-plated or stainless steel jugs for service of water into
guest water goblets
Sauce boats- to present sauce on the table.
PAGE 45
Creamers- milk jugs
Sugar pots- to hold granulated or cubed sugar
PAGE 46
Storage of table ware
Flat ware and cutlery (Handling of Tableware)
Storage of cutlery and flatware is very important.
i) Stored in boxes or drawers lined with baize to prevent the items being
scratched (pitting).
ii) Stored in lockable room or cupboard
iii) May also be stored in cutlery trolleys.
Hollow-ware
i) Stored on shelves which are labelled showing different items
ii) Stored at convenient heights for easy placing and removing from the
shelves
PAGE 47
Pudding cups – for portioning puddings
Wooden salad bowl
Melon bowl
Wine funnel
Cheese dish
Irish coffee burner
CHINA WARE
China is a term used for crockery whether bone (fine and expensive),
earthenware or vitrified or (metalized) ware.
China is a porcelain pottery originating from china.
China is made of silica, soda ash and china clay, glazed to give a fine
finish.
It should be opaque and free from air bubbles.
It can be found in different colours and designs which are always
coated with a glaze.
China ware is more resistant to heat than glassware.
Earthen ware produced for catering purposes is given a trade name by the
manufacturer to indicate its strength.
e.g.:- Vitreous - vitrex - ironstone - vitrock - vitresso -
vitrified
Of the above examples, vitrified ware is recognised to be the strongest.
Two newer forms of crockery known as:-
i) Steelite
ii) Micratex
Steelite
Is advertised as vitreous china and has the following characteristics:-
i) Has a high chip resistance
PAGE 48
ii) Has a high heat-retaining quality
iii) Has a low absorption level
iv)Has a glaze to withstand high temperatures and pressure
Comes in a variety of shapes and patterns to suit most needs.
Micratex
A form of crockery where the body strength of the china is reinforced
by aq technique employed in grinding the clay.
This technique makes the article stronger without adding to the
weight.
i) Bone china
Is a very fine (extremely robust), hard china (hard wearing) made of
clay mixed with bone ash and its very expensive and has a finer
appearance than any other china.
Decorations are found under the glaze only.
The price of bone china puts it out of reach of the majority of
everyday caterers, and only a few of the top class hotels and
restaurants would use it
Can be made to thicker specification under requests
Has a range of designs, pattern and colour and therefore suitable for
all occasions
PAGE 49
iii) Stoneware
Stoneware is a hard pottery made from siliceous paste or a natural
ceramic material, and fired at a very high temperature (about 120° c)
to vitrify (make glassy) the body.
Its traditionally shaped by hand-crafting technique and has a wide
variety of shapes and finishes i.e from matt to a high-gloss glaze.
It is non-porous and extremely durable with high thermal and shock
resistance
Price is slightly higher than earthenware due a long-life guarantee
iv)Porcelain
Porcelain is a ceramic material made by heating selected and refined
materials, which often includes clay of kaolinite clay, to high
temperatures.
The raw materials for porcelain, when mixed with water, form a
plastic body that can be worked to a required shape before firing in a
kiln at temperatures between 1200°C and 1400°C.
The toughness, strength, and translucence of porcelain arise mainly
from the formation of glass at high temperatures
Is a completely different composition with a semi-transulent body,
normally blue/grey, and has a high resistance to chipping
PAGE 50
- Milk jug - Cream jug - Sugar pot-Coffee pot - Butter
dish - Ashtray
- Egg cup - Soup cups - Platters - Cereal bowl - Hot
water jug
PAGE 51
Factors to consider when purchasing glass ware.
i) Glass should be completely transparent
ii) Glass should be free of air bubbles
iii) Glass should not be chipped
Hand washing
Use the correct detergent.
Use a soft cloth.
Hand wash glasses one at a time.
Watch for lipstick.
Do not knock the glasses together.
When finished place upside down on a cloth.
Machine washing
Carefully place the prepared racks one at a time in the machine.
Wash them, following the manufacturer’s instructions.
When finished take racks out of machine and place on a flat
surface.
Drying
Dry glasses as soon as possible after washing.
PAGE 52
Use a lint-free cloth.
Do not touch the glasses directly with your hands.
N/B - Glasses must be held against the light to detect smudges or water
spots
PAGE 53
Different types of glassware
PAGE 54
Tulip Glass
A tulip glass not only helps trap the aroma, but also aids in maintaining
large heads, creating a a visual and olfactory sensation. The body is
bulbous, but the top flares out to form a lip which helps head retention. It is
recommended for serving Scottish ales, barley wines, Belgian ales and
other aromatic beers.
LINEN
PAGE 55
Is one of the more costly item within overheads and therefore its
control is of utmost importance
Linen in catering establishment is held in housekeeping department or
linen room and is issued upon receipt of a requisition form. The
requisition form is written in duplicate - top copy for housekeeping
department or linen store and duplicate copy – remains in the
requisition book in food and beverage area.
For effective control of linen, should be exchanged or requisitioned or
issued on basis of “one for one” i.e one clean issued for one dirty.
Surplus linen stock should be held in the food service area in case of
emergency in spare linen store or cupboard and should always be
locked for control purposes
i) Table cloths
Main cloth used to cover table.
Are used for presentation purposes, comfort and also to minimise
noise when b placing items on the table and has the following
dimensions:-
To fit 2’ 6ʺ table (76cm) - 54ʺ x 54ʺ (137cm)
To fit 3’ square table (1 m) - 72ʺx72ʺ (183cm)
To fit rectangular table - 72ʺx96ʺ (183x244 cm)
To fit round table 1m (3 feet) diameter - 54ʺ x 54ʺ (137cm)
Table cloths should be large enough to cover the top as well as a
portion of the legs of a table without interfering with the guest's
comfort while he is seated at the table.
PAGE 56
The size of the tablecloth varies according to the size of the table it is
required to cover.
iv)Buffet cloth
Are used to cover buffet or counter tables and the minimum should
have a dimension of
6 ft x 12 ft ( 2 m x 4 m) and for longer tables there may be longer
cloths.
v) Waiters cloths or service cloth
PAGE 57
A service cloth is a very important part of service equipment as
well as being part of the food server’s uniform.
It must be kept clean and ironed at all times and only used as a
service cloth for certain activities such as:
i) Carrying hot plates
ii) Final polishing of plates
iii) Wiping small spills
iv)Brushing crumbs onto a service plate
v) Wiping the undersides of the plates before placing
plates on the table.
Service cloths are also used by every waiter as protection against heat
and to keep uniforms clean.
PAGE 58
iii) When removing stain, the removal agent should be in solution
form especially with coloured materials.
iv)If the nature of the stain is unknown treat the stain using the least
harmful methods first.
v) The stain removal agent should always be tried on a hidden part of the
article first.
vi)After removing the stain, the linen should be rinsed immediately to
remove the agent completely
vii) Follow instructions of using the removal agent to avoid
damaging the article.
FURNITURE
Must be chosen according to the needs of the establishment and
determines the dinning arrangements.
By use of different materials, designs, finishes and arrangements,
one can change the atmosphere and appearance of the food service
area to suit different occasions
PAGE 59
Restaurant furniture are made of different materials but common
ones are:-
i) Wood
ii) Metals especially aluminium
iii) Formica or plastic-coated table tops
iv)Plastic and fibre glass
i) Wood
Is the mostly used material in dining-room furniture
Are various types of wood and grain finishes used and should blend
with decor of the establishment.
Is strong, rigid and resist wear and stains
Is the principal material in chairs and tables in use in all food and
beverage service area
ii) Metals
Mainly aluminium and aluminium-plated steel or brass are the
common metals used in production of dining-room furniture
Advantages
i) Is light in weight
ii) Is hard wearing
iii) Has a variety of finishes
iv)Is easily cleaned
v) Are of reasonable costs (cheap)
Nowadays, its common to find a wooden-topped table with a metal
base or a chair with a light weight metal frame and a plastic finish for
the seat and back.
PAGE 60
Place mats may take place of linen
PAGE 61
Are made of different dimensions.
i) Loose random
Free standing furniture
Positioned not to a predetermined pattern
ii)
iii) Loose module
Free standing furniture
Positioned within a given area
To a predetermined pattern with dividers or no dividers
iv)
v) Booth
Fixed seating
Usually high backed
Used to create secluded seating
vi)High density
Furniture with minimum dimension (small in size)
Usually fixed in nature
Positioned within a given area to create a maximum
seating capacity
vii) Module
Tables and chairs constructed as one
May be fixed
viii) In situ
PAGE 62
Customers served in areas not designed for service e.g
aircraft
ix)Bar and lounge areas
Customers served in areas not conventionally designed for
eating
iii) Sideboards
Is a piece of furniture with shelves and cupboards, spacious enough to
hold all linen, cutlery, crockery e.t.c for service to a particular number
of covers
Is the most vital piece of furniture for the smooth functioning of
service
Is also called dummy waiter
Should be of minimum size and portable
The top should be of heat resistant material and easily cleaned
After the service the sideboard is either emptied or restocked for the
next service
Materials used in the make-up of sideboard should blend with the rest
of the decor
The style and design of a sideboard varies from establishment to
establishment and depends on a number of factors as below:-
j) The style of service and menu offered
k)
ii) The number of waiters or waitresses working from one
sideboard
iii) The number of table to be served from one sideboard
iv) The amount of equipment it is to hold
PAGE 63
The number of items and its quantities, kept inside, should be same
always. The sideboard should not be overstocked.
Always keep wiped and polished cutleries and crockery’s inside.
The table linen should be kept properly stacked and in order.
Sideboard stock:
Items commonly required on the sideboard include:-
Ashtrays
Bread baskets
Bottle openers
Butter dishes
Corkscrews (for opening wine bottles)
Condiments: Worcestershire sauce, Tabasco sauce, Tomato sauce,
Pickle, chutneys, Chilli sauce, etc.
Cruet sets: salt, pepper, oil, vinegar, mustard etc.
Cutleries and flatware: soup, dessert, sundae and tea spoons,
fish knives and forks, A.P. knives and forks, side knives,
coffee spoons, etc.
Doyleys
Fingerbowls
Glassware, water jugs
Linen: napkins (serviettes), napperons, tablecloth
Match boxes
PAGE 64
K.O.T. book, bill folder, pencil
Service cloths
Under plates, teacups and saucers etc.
SERVICE TROLLEYS
Are mobile display units that are wheeled to the tableside to stimulate
sales of food and beverage items i.e an important part of
merchandising food and beverage.
Are several namely:-
PAGE 65
ii) Salad trolley
For preparation of salads
Before service the waiter should ensure that:-
i) Salad bowls are set in an attractive way
ii) Wooden bowl with spoon and forks are kept ready
iii) Various types of dressings are arranged in sauce boats
iv) Lettuce leaves are kept in a glass jar containing water for
preparing green tossed
salad
Salad trolley
Cheese trolley
PAGE 66
- Wine opener - Wine waiter - Waiter’s
cloth
- Assorted wines - Assorted wine glasses - Wine list
- Battery and switch for lights
Wine trolley
v) Liqueur trolley
Service of liqueurs and should be equipped with the following:-
- Assorted glasses - Assorted liqueur/brandy/port - Cigars
- Draining stands - cigar cutter - Matches
- Service server - Jug of double cream - Teaspoon
- Waiters cloth - Drinking straws - Wine list
- Check pad
Liqueur trolley
vii) Gueridon trolley or Flambe Trolley
Is used to cook food or to complete semi-processed food in the
restaurant itself
Flambé items are also prepared on this trolley
Should be equipped with following items:-
- Proprietary sauces - Pepper mill - Oil -
Mustard
PAGE 67
- Matches and ashtray - Vinegar - White wine -
Napkin
- Flambe copper pan - Service spoon & fork -
Brandy
- Wooden board- Carving knife & fork - Sugar
- Salt and pepper - Gas cylinder
Flambe trolley
viii) Fruit trolley
This applies especially to diet-conscious guests who may opt to eat
only salads and fruits
The trolley should have the following items:-
- Paring knife - Half plates - Fruit bowls
- Napkins - Mixing bowl - Castor sugar
- Tea spoon
DISPOSABLES
Are materials or equipment that are used and disposed after use.
Are also called “ throw-away”
The growth in use of disposables has considerably grown rapidly over
the past 20 years
Over 1/3 of those sold are expected to be multi-ply rather single-ply
as this suggests are better quality
Emergency of public-house catering as a competitor to the fast food
and take-away establishment has led to expansion of disposables.
Many establishment use disposables to cut costs either on purchase of
continental equipment, washing-up, labour, equipment and even
material
They must be:-
i) Attractive
PAGE 68
ii) Presentable
iii) Acceptable to the client
iv) Help attract customers
The choice of which disposables to use may be determined by:-
i) Necessity
Is due to situations such as:-
- Out door catering
- Automatic vending
- Fast foods
ii) Cost
Cost consideration such as:
- Cost of laundry
- Saving on wash-up
Types of disposables
The main varieties of disposables available are used broadly speaking
in the following areas:-
i) Storage and cooking purposes
ii) Service of food and beverages e.g plates, knives, forks, cups e.t.c
iii) Decor – napkins, table cloths, slip cloth, banquet roll,
place mats e.t.c
iv)
v) Hygiene – wipes e.g napkins, glass cloths e.t.c
vi)Clothing e.g aprons, chef hats, gloves
vii) Packaging – for marketing and presentation purposes
PAGE 69
Advantages of disposables
i) Equipment and labour
- disposables reduce the need for washing-up equipments, staff
and materials
ii) Hygiene
- Usage improves the standard of hygiene in an establishment
iii) Time
- disposables speeds up service e.g for fast foods
iv) Properties
- have good heat retention and insulation properties
v) Marketing
- disposable can be used as a promotional aid
vi) Capital
- usage reduces the amount of capital investment
vii) Carriage
- are easily transported
viii) Cost
-disposables are cheaper than hiring conventional equipment.
Disadvantages of disposables
i) Acceptability
- Customers acceptability may be poor
ii) Cost
- Disposables can be more expensive than some conventional
equipment
iii) Storage
- Back-up quantities are required
iv) Supply
- There is heavy reliance on supply and delivery time.
EQUIPMENT HANDLING
Management invests substantial amount in supplies and equipment.
Service staffs are, therefore, expected that these equipment are
handled gently and carefully. Staff should be sanitation and safety
conscious.
Equipment should be handled in the right spot stemmed glass by the
stem, tumblers by the base, flatware by the handle. Bowls should
never be held by the rim, use appropriate under liners
PAGE 70
The thumb should never show on the plate.
When setting up cutleries, as well as glass wares, avoid leaving finger
marks by using trays or by securing them inside a cloth napkin.
To prevent breakage, be conscious of the rules of equipment handling.
PAGE 71
i) Dump ice out of the glass; preheat the glass before pouring hot water.
Don't pour hot drinks in chilled or cold glasses.
ii) Stack dishes according to size and kind. Never stack too high.
iii) Handle stemmed glasses by the stem and tumblers by the base.
Never handle glasses in bouquet.
iv) Remove glass / china from bus pan one at a time. Don't unload china,
glasses at random.
v) Use ice scooper for scooping ice. Never use the glass for scooping ice.
vi)Never put cutlery into glasses, put them in appropriate containers.
vii) Make sure of an adequate back-up supply of glassware for rush
periods.
viii) Always be on the lookout for cracked or chipped glassware and
remove them.
ix) Never allow glass-to-glass contact on overhead racks, keep distant
from each other.
x) Never overload the tray / bus pan. Load only what it can conveniently
accommodate.
xi) Never buss glasses in the sink. Buss them directly onto divider racks.
xii) Never stack glasses. Use trays and avoid over crowding them to
prevent breakage.
PAGE 72
viii) Never serve food using cutleries that have fallen on the floor.
ix)To avoid contamination, food must be covered when it is not served
immediately.
N/B - Never serve utensils, cups, glasses or plates that are oily, wet or with
finger marks, spots or lipstick mark.
REFERENCES
1. Sudhir Andrews (1980); Food and Beverage Service Manual, Tata
McGraw Hill.
2. Vallalar Salai, Pondicherry (2008); Food and beverage service,
Bharathiar University, Coimbatore.
3. Regina S. Baraban, Joseph F. Durocher (2001); Successful
Restaurant Design, John Wiley and Sons
4. Costas Katsigris, Chris Thomas; Design and Equipment for
Restaurants and Foodservice: A Management View,
5. Lillicrap Dennis and Cousin John (2006); Food and Beverage
service, Bookpower, (7th edition), London. (pg).
6. Vijay Dhawan (2000), Food and Beverage Service, Frank Bros. &
Co.
PAGE 73
7. S. Medlik (1972), Profile of the Hotel and Catering Industry,
Heinemann.
8. Loftus David (2007), Restaurant Notes, Ryland Peters & Small.
9. Sudhir Andrews (1980), Food and Beverage Service Manual, Tata
McGraw Hill.
10. A C Marshall, John Fuller, A J Currie (1965), The Waiter,
Barrie and Jenkins
11. Lora Arduser (2005), The Waiter & Waitress and Waitstaff
Training Handbook: A Complete Guide, Atlantic Publishing
Company.
12. Brian Verghese (2009); Professional Food and Beverage
Service Management, Macmillan India Limited. India. (pg).
13. Michael Anker and Vinay K. Batta (1987); Basic Restaurant
Theory and Practice, Longman Group UK limited, London. (pg).
14. Andrew Sudhir (1994); Food and Beverage service Training
manual, Tata McGraw-Hill publishing company Ltd, (2nd edition),
New Delhi New York. (pg).
15. Andrews Sudhir (2008); Food and Beverage Management,
Tata McGraw-Hill publishing company Ltd, (1st edition), New Delhi
New York. (pg).
PAGE 74
v) Storage (space)
vi) Psychological effect on guest
vii) Shape, design, colour
viii) Ease of maintenance
ix) Rate of breakage
x) Availability in future
i) STILL ROOM
Is a service area that provides food and beverage required for the
service of a meal and not catered for by other major departments in a
hotel, such as the kitchen, larder and pastry.
Are number of staff and the department is headed by a supervisor who
does the following:-
i) Compilation of work rotas
ii) Orders supplies from dry good store
iii) Controls items when issued to other departments
PAGE 75
STILL ROOM EQUIPMENTS
A wide range of food items is offered and therefore to ensure their
correct storage, preparation and presentation a considerable amount of
equipment is used.
The most essential equipments are as follows:-
i) Refrigerator – for storing milk, butter, cream, fruit juices e.t.c
ii) Beverage making facilities- e.g coffee makers, liquidiser,
iii)
iv)
v) blenders, tea dispenser
vi)Large double sink and draining board- for washing-up
purposes
vii) Salamander or toaster- for preparation of breakfast or
melba toast
viii) Bread slicing machine- for portion control purposes
ix)Working top table and cutting board- preparation area
x) Coffee grinding machine- ensure correct coffee ‘grind’ of
coffee for the brewing method used
xi)Storage space- for all small equipments e.g china ware, silver
ware, glass ware e.t.c
xii) Storage cupboard- for all dry goods held in stock and
miscellaneous items as dollies, kitchen paper, paper napkins
e.t.c
xiii) Butter machine- for portion control purposes e.g butter pat
machine, butter curl e.t.c
xiv) Ice maker- for making ice
PAGE 76
v) Preserves- jams e.g apricot, plum, mixed fruit, straw berry e.t.c,
marmalade and honey
vi)Butter- portioned and once prepared its best kept in bowls of
iced water
vii) Rolls, brioche and croissants
viii) Melba toast- very thin toasted bread slices
ix)Breakfast toast- thick sliced bread, toasted both sides
x) Sliced and buttered brown, white and malted bread
xi)Gristicks and starch-reduced rolls
xii) Dry crackers and biscuits- for service with the cheese
xiii) Assorted breakfast cereals e.g corn flakes, weetabix,
shredded wheat, rice crisps, muesli e.t.c
xiv) Toasted scones and tea cakes-
xv) Pastries, gateaux and sandwiches
xvi) Porridge and boiled eggs- provided by still room in small
establishments
PAGE 77
When stacking heavier silver should be kept on lower
shelves and lighter and smaller items on the higher shelves
as this helps to prevent accidents.
ii) All cutlery and flatware together with smaller items of silver
e.g ashtrays, cruets, butter dishes, special equipments, table
numbers and menu holders
Are best stored in lined drawers with green baize to
prevent noise and stop items sliding about the drawer when
it is opened and closed and so becoming scratched and
marked (pitting)
All silver should be regularly and well cleaned and dried
before storage
This service area has several person working on with head
plate person in charge
PAGE 78
N/B - the ball-bearings must always be kept covered with water otherwise
they rust very easily
ii) Polivit
A polivit is an aluminium metal sheet containing holes which is best
used in an enamel or galvanised iron bowl
The polivit is placed in the bowl together with some soda
Silver to be cleaned is put into bowl ensuring that atleast one piece or
part of silver has contact with polivit
Sufficient boiling water is poured into bowl to cover the silver being
cleaned
Chemical reaction takes place between the polivit, hot water, soda and
silver which causes the tarnish (dirt) to be lifted
After 3-4 minutes silver removed into bowl and rinsed in boiling
water, drained and polished with clean, dry tea cloth
PAGE 79
Is a very quick method
Produces good results
v) Silvo
A proprietary product similar to a solution of plate powder (ready
paste)
Same procedures of applying and cleaning as for plate powder
vi) Duraglit
An impregnated wadding used in a similar fashion as silvo
Wadding- soft material that you wrap around things to protect them
PAGE 80
ii) Boston shaker- two-cones-one overlaps other to seal in the mix. The
mix is strained using hawthorn strainer
iii) Mixing glass- like glass jug without handle but has a lip. Used
for mixing clear drinks which do not contain juice or cream
iv)Strainers- are many types but popular one being hawthorn strainer.
Used together with cocktail shaker and mixing glass to hold back ice
after drink is prepared
v) Bar spoon- for use with mixing glass when stirring cocktails
vi)Bar liquidizer/ blender- used for making drinks that requires pureed
fruits
vii) Drink mixer- used for drinks that do not require liquidizing
especially those containing cream or ice-cream
OTHER ITEMS
- Assorted glasses - Ice bucket and stands - Measures-
Carafes
- Wine basket - Straws -Water jug - Coloured
sugars
- Assorted bitters - Ice making machines - Service
shaker - coasters
-Refrigerator -Ice crushing machine -ice picks - Bottle
opener
- Wine and cocktail list - Cock extractor - Cooling tray
- Glass cloth - Wine knife and cigar cutter
FOOD ITEMS
- Olives - Maraschino cherries - Worcester sauce
- Salt and pepper - Nut meg - Angostura bitters
-Caster sugar - Eggs - Mint
- Orange - Coconut cream - Tabasco sauce
- Cinnamon - Cloves - Cube sugar
- Demerara - Cream - Cucumber
- Lemon
PAGE 81
FACTORS TO CONSIDER WHEN PLANNING A BAR
i) Area
Sufficient area or space should be given to bar staff. This will
enable comfort when
Moving and working about
ii) Layout
Careful considerations should be born in mind in the very initial
planning of the layout as it enables efficiency in operation
Adequate storage must be provided in the form of shelves,
cupboards and racks for all the stock and equipments required
Every thing should be easily to hand so that the bar staff do not
have to move about more than necessary to give a quick and
efficient service.
iii) Plumbing and power
Its essential to have hot and cold running water for glass
washing
Power is essential to provide effective working of cooling trays,
refrigerators, ice-making machines e.t.c
iv)Safety and hygiene
Care must be taken to ensure that materials used for construction
or make-up of the bar are safe and hygienic i.e flooring must be
non-slip
Bar tops should be made of materials that adds to the decor, hard
wearing, easily wiped and no sharp edges
v) Site of the bar
Bar should be positioned in a well chosen area so as to achieve
great number of sales
v) WASH-UP
This is the most important service area and must be sited correctly so
that staff can work speedily and effectively when passing from food
service area to kitchen
Severs should stack trays of dirties correctly at sideboard i.e all sized
plates together, table ware stacked on one plate and taken to wash-up
PAGE 82
Glass ware should be stacked on a separate tray and taken to a
separate wash-up point
Servers must put any debris into bin provided and any paper debris to
a separate one
DISH WASHING METHODS
Are two methods of dish washing namely:-
i) Manual method
ii) Machine method
1. MANUAL (TANK) METHOD
Dirty china is placed into a tank of hot water containing a soap
detergent
After washing, the plates are put into wire rack and dipped into a
second sterilizing tank containing clean hot water (temperature aprx.
75°c)
Rack l
eft for 2 minutes then lifted out and china left to dry
After drying, china is stacked into piles of the correct sizes and placed
until required
MACHINE METHODS
This involves the use of washing-up machines for washing of soiled
china or ware
Machine are used because of the high turnover rate of china especially
in large establishment
The instructions for use of a washing-up machine are generally
supplied by the manufacturer together with details of detergent to be
used and in what quantity
These directions should be strictly adhered to
Are four (4) types of machine methods namely:-
i) Semi-automatic
ii) Automatic conveyor
iii) Flight conveyor
iv)Deferred wash
i) Semi-automatic
PAGE 83
Any debris from china is removed then placed either onto wooden or
wire rack
Rack then passed through machine, china is then washed, rinsed and
then sterilised ( i.e soiled ware loaded into dish washing machine by
operator)
Having passed into machine, china left to drain for 2-3 minutes and
then placed onto shelves
iv)Deferred wash
Deferred- is term that means at a later date
In this method the soiled ware is collected together, stripped, sorted
and stacked by operators for transportation through a dishwashing
machine at a later stage or time.
v) HOT PLATE
It is regarded as the meeting point between the food service staff and
the food preparation staff
It is also known as the pass
An active co-operation and good relationship between this two service
staff is of utmost importance to ensure that the customer receives an
efficient and quick service of meal
The meals should be served well and attractively presented
The orders written by the waiter must be legible to the aboyeur so that
there is no delay in “calling-up” a particular dish.
PAGE 84
Hot cupboards can be used for either food or plates. Units as a whole
are usually made up of a hot cupboard with sliding doors, topped by a
heated serving surface. The top may also house containers acting as
dry or heated brain-maries. Dry heat keeps the food hot by electric
elements or gas flame. The wet heat method provides heat via an open
tank of water, which itself is heated by gas-fired burners or by an
electric immersion heater.
The hot plate or hot cupboard needs to be stocked with all the china
and crockery needed for service, e.g soup plates, fish plates,
consommé cups, platters, soup cups, tea cups and demitasse.
ABOUYER OR BARKER
This is a person in charge and controls the hot plate over the service
period
He also controls the “off board” which shows the waiter immediately
which food is “off”.
Hot plate should be stocked with all china necessary for the service of
a meal e.g soup plates, fish plates, joint plates, sweet plates,
consommé cups, platters, soup cups and demitasse.
The silver required for service is often placed on top of hot plate e.g
milk pots, coffee pots, tea pots, e.t.c
Hot plate is electrically or gas operated and should be lit well in
advance of the service to ensure that all necessary china and silver is
sufficiently heated.
PAGE 85
VARIOUS DEPARTMENTS IN HOTEL
A hotel can provide good service, when its all department will work
together in an efficient and effective way, by showing good team
work, coordination and communication
The most important function of a hotel is to provide Food and shelter
to prospective guest.
To provide food & shelter, there are number of departments or Ares,
who all functions together round-the-clock inside hotel premises.
All departments are broadly categorized in two parts:
1. OPERATIONAL DEPARTMENT (CORE DEPARTMENT):
Front office (Revenue centre)
Food and beverage service (Revenue centre)
Housekeeping (Cost centre)
Food production (Cost centre)
FRONT OFFICE
The main function of the department is:
To allot the room to the guest, called as check-in.
To maintain the room records for reservation and allocation.
PAGE 86
To collect the room charges and other miscellaneous charges
for various services used by guest during his/her stay at the
hotel, at the time of departure of guest.
To take advance booking for rooms.
To handle the phone calls of hotel.
Back Office
Reservation desk: this section is used for taking booking for rooms.
Telephone operator: this section is used for attending all
phonecalls land up in the hotel or for providing trunk dial facility to
guest.
Business center: this section is used for secretarial job of guest.
PAGE 87
Bar & lounge
HOUSEKEEPING DEPARTMENT
The main function of this department is:
To take care of the cleanliness of rooms, and the hotel building and its
furniture and furnishings.
To maintain the linen room for maintenance of room linen, restaurant’s linen
etc.
To maintain the gardening work of hotel.
To maintain guest laundry facility for room guest.
To maintain staff laundry facility for staff of hotel.
PAGE 88
Bakery and confectionary: for making cookies, cakes, pastries etc.
MAINTENANCE DEPARTMENT
The main functions of this department are:
To maintain all the equipment s placed inside or related with the hotel.
To be responsible for smooth supply of electricity, water, and smooth
function of air conditioning unit.
To be responsible for AMC of important and expensive equipments.
To maintain all the furniture and fixtures of rooms and other area
of hotel.
ACCOUNT DEPARTMENT
The main function of this department is:
Preparation of budget and allocation of revenue and expenditure for
various department
Maintain all account related books as accordance to the government
rules and regulations.
Preparation of balance sheet of the company.
Liaising with Govt. offices for tax and revenue related matters.
Collection of revenue from guests, companies etc.
Giving salaries to employees.
To keep check on the food & beverage cost.
To keep check on the purchase and sale of alcoholic beverages for the property.
To keep the account of revenue generated and expenditure under various
heads for each department.
PAGE 89
The main function of this department is:
Maintenance of the Property management system of the hotel
Maintenance of various aspects of Internet and its related matters.
Generation various relevant electronic data as per requirement
of hotel.
Maintenance of all computer units hired or purchased by hotel. And
its relevant software.
COMMUNICATION DEPARTMENT
The main function of this department is:
Maintenance of telephone connections for each room and otherarea of
hotel.
Maintenance of cable connections of televisions of rooms and other
places of hotel.
Maintenance of audio-visual equipments for conferences and parties.
Maintenance of audio-visual equipments of the hotel.
SECURITY DEPARTMENT
The main function of this department is:
To be responsible for safety and security of guests of hotel.
To be responsible for safety of employee.
To keep check on theft cases of hotel.
To cooperate with staff for fire exit procedure.
To keep record of received materials and dispatched materials of or for the
property.
To keep record of movement of fixed assets of property.
To keep check on unauthorized entry of people.
PAGE 90
To liaison with different dealers for provision of non- vegetarian
items (chicken, mutton, fish, beef, etc.)
To store all the purchased items properly as per basic rule (F.I.F.O.).
To issue the material to the user department of hotel after making
proper record.
To maintain the smooth flow of perishable and non-perishable goods
for the department.
REFERENCES
1. Ann Bulleid (1996), Serving Food and Drink: Table & Function: Student Guide, Nelson
Thornes.
2. Lillicrap Dennis and Cousin John (2006); Food and Beverage service, Bookpower, (7th
edition), London. (pg).
3. Vijay Dhawan (2000), Food and Beverage Service, Frank Bros. & Co.
4. S. Medlik (1972), Profile of the Hotel and Catering Industry, Heinemann.
5. Loftus David (2007), Restaurant Notes, Ryland Peters & Small.
6. Sudhir Andrews (1980), Food and Beverage Service Manual, Tata McGraw Hill.
7. A C Marshall, John Fuller, A J Currie (1965), The Waiter, Barrie and Jenkins
8. Lora Arduser (2005), The Waiter & Waitress and Waitstaff Training Handbook: A
Complete Guide, Atlantic Publishing Company.
PAGE 91
9. Brian Verghese (2009); Professional Food and Beverage Service Management, Macmillan
India Limited. India. (pg).
10. Michael Anker and Vinay K. Batta (1987); Basic Restaurant Theory and Practice,
Longman Group UK limited, London. (pg).
11. Andrew Sudhir (1994); Food and Beverage service Training manual, Tata McGraw-Hill
publishing company Ltd, (2nd edition), New Delhi New York. (pg).
12. Andrews Sudhir (2008); Food and Beverage Management, Tata McGraw-Hill publishing
company Ltd, (1st edition), New Delhi New York. (pg).
Davis B. Et all (2004); Food and Bevera
13. ge management, Butterworth Heinemann, (3rd edition) U.k. (pg).
14.
Definition of term
Safety
is the freedom of encountering any danger
implies a concern for providing conditions at work, which will
protect people from infection, injury and theft
it is important in food and beverage area for it provides the
protection of property, person or customers
Hygiene
is a science and practice of preserving health
refers to the general cleanliness of the establishment and its
surroundings including people, their work habits and behaviour
principles of maintaining good health
PAGE 92
is one of the most important aspect for all people in food and
beverage industry
it is broken down into:-
i) personal hygiene
ii) food hygiene
iii) kitchen hygiene
Sterilization
is the destruction of all micro-organisms and all bacteria spores
Disinfection
is the destruction of micro-organisms and reducing them to
acceptable levels (does not destroy bacteria spores)
First-aid
is the first help a person or patient gets from some one
knowledgeable before reaching the doctor
Sanitation
The disposal of sewage and refuse
It encompasses all activities necessary to bring about, establish
and maintain healthy and hygienic conditions free from the
hazards of infections and disease
IMPORTANCE OF HYGIENE
In only public concern, the caterer has a prime responsibility to
produce and serve food which is safe to eat
Any eating place rather than the family home should be regarded as a
public concern
In this situation a large number of customers may be adversely
affected by one simple incident of poor hygiene practices. The
potential effects are far reaching in terms of sickness and loss of
business.
Good hygiene practices are linked to careful supervision and high
staff morale. Where staff feel good they project a feeling of care and
consideration towards their customers. Staff appearance and
behaviour re-assures the customers about hygiene standards
throughout the catering operation
PAGE 93
A waiter when in work, in or out of uniform must be absolutely clean
and tidy in all aspects. This is the first and most obvious sign that
waiters are professionally in their approach to their work. This is
extremely important for the commercial success of an establishment
Good grooming and meticulous attention to personal hygiene express
positive attitude to guest and builds self confidence in the individual
waiter
Also ensures that guests enjoy their dining experience to the full
In law hygiene is your personal responsibility, you could be
prosecuted if a customer suffers through your failure to maintain good
hygiene standards
It therefore important for the staff to wash regularly and should pay
particular attention to the following:-
i) Hair
Hair should be kept clean and tidy
It should be well-groomed and styled in such a manner as to avoid
contact with the face
Waitresses with long hair should tie it back or up away from their
face
Waiters should keep the length of their hair above the shirt collar
Regular shampooing is essential to prevent dandruff
ii) Face
Waiters should be well-shaven
A neat moustache is tolerated, but it is not recommended even
though facial hair is becoming more socially acceptable. People
with moustaches or beards have a habit of frequently touching or
scratching their faces, which can cause the transfer of bacteria or
viruses from their hands to the food
iii) Teeth
Teeth should be brushed regularly and kept clean
Bad breath should be kept under control by using breath fresheners
e.t.c
iv)Hands
PAGE 94
Hands are the most likely vehicle for micro-organism.
Hands should be washed frequently, and handlers should avoid
touching food with the hands as much as possible.
Nails should be kept clean, short and well-groomed.
Hands should always be washed:-
Before starting work and handling food.
Between handling raw and cooked foods.
After handling raw food.
Before handling cooked foods.
After handling dirty equipments.
After going to the toilet.
After smoking, drinking or eating.
After combing or touching the hair.
After sneezing, blowing the nose, or touching the
face.
After handling refuse.
After cleaning or touching cleaning chemicals.
Note:- Hands should be washed with hot water and un-perfumed soap
and dried thoroughly using paper or roller towels. Liquid soap is
preferable as bar soap can lead to contamination.
v) Feet
The proper care of feet is vital
They must be washed regularly and toe nails kept trimmed
vi)The use of cosmetics
The use of make-up is tolerated but it must be kept to a minimum
Deodorants, although recommended, must not be strong smelling
(un perfumed ones are available) and perfumes should not be used
at all
Nail varnish chip off and becomes unsightly very quickly so,
therefore, it is unacceptable.
vii) Uniforms
Uniforms are used to differentiate between members of staff and to
ensure that no outdoor clothes are worn by restaurant personnel
when serving food
PAGE 95
Uniforms are often used to complement a specific theme within a
restaurant
If properly designed they not only enhance the waiter’s appearance
bur give a feeling of self-respect and an air of professionalism
To meet general and personal hygiene requirements, uniforms
should be tailored, regularly laundered, kept in a good state of
repair and regularly changed
Comfortable shoes are essential. High-heeled shoes are not
recommended. Whenever possible, shoes chosen should have a
leather soles which allows the feet to breathe. All shoes should be
well-polished and kept in a good state of repair
Reasons why waiters wears uniforms
i) To create uniformity
ii) To identify waiting staff from kitchen staff
iii) To ensure that they are neat and smart (well groomed)
iv)To attract customers
v) To enable guest to know whom to inquire for something
during service
vi)To avoid fatigue (especially when is wearing or putting on
high heeled shoes)
viii) Jewellery
The only acceptable piece of jewellery is a wedding ring
Restaurant personnel may wear a watch in order to aid them during
service
ix) Chewing of gums should be discouraged because it favours the
transfer of bacteria and also it
makes conversation difficult
x) Cigarette smoking should be discouraged where food is being handled
because can cause the
transfer of bacteria from the mouth to the hands
Customers may find the smell of stale smoke on the waiters breathe
offensive
xi) Service cloth should always be clean and it should be if necessary
changed frequently during service
xii) Any cuts or sores must be covered with a clean dressing
PAGE 96
xiii) If a waiter drops a dish containing food in the restaurant he should
immediately order a
replacement before clearing the food from the floor and placing it on
his sideboard
The new portion of food should be served as soon as possible
The soiled food can then be removed from the restaurant and disposed
off.
xiv) When a piece of cutlery is dropped on the floor, the waiter should
immediately replace with a
clean piece before retrieving the soiled one
xv) Report any illness to the supervisor
xvi) All food handlers must have the essential food hygiene certificate
HEALTH REGULARATIONS
Legislation covering public health and food safety requires good
communication and co-operation between all persons concerned
They include:-
i) Health and safety at work Act 1974
The act as amended by the fire precaution Act 1971, in effect makes it
obligatory for any premises used for the sale of food and drink to
obtain a fire certificate
In 1974 the health and safety at work Act of parliament was passed
with two main aims:-
i) To extend the coverage and protection of the law to all
employers and employees
ii) To increase awareness of safety amongst those at work, both
employers and employees
The law imposes a general duty on an employer to ensure so far as is
reasonably practicable, the health, safety and welfare at work of all his
employees
PAGE 97
iii) To refrain from misusing or interfering with anything
provided for health and safety
Health and safety at work is everybody’s responsibility
The act also protects the members of the public who may be affected
by the activities of those at work
PAGE 98
ENFORCEMENT OF THE ACT
Health and safety inspectors and local authority inspectors
(environmental health officer) have the authority to enforce the
requirements of the Act
They are empowered to:-
i) Issue a prohibition notice which immediately prevents further
business until remedial action has been taken
ii) Issue an improvement notice where action must be taken within
a stated time, to an employee, employer or supplier
iii) Prosecute any person breaking the Act. This can be
instead of or in addition to serving a notice and may lead to a
substantial fine or prison
iv)Seize, render harmless or destroy anything that the inspector
considers to be the cause of imminent danger
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Its an offense for any person knowing he or she is suffering from an
infectious disease to engage in an occupation where there is risk of
spreading the disease
PAGE 100
The proprietors are guided on issues concerning the construction of
premises and placement of equipments to secure the comfort of
employees and self
Therefore certain basic rules must be adhered to before the permit of
operation is granted which is in accordance of Act 1970
The particular areas of concern are defined as follows:-
i) PREMISES
No business should be carried on in an insanitary premises where the
condition and construction may contaminate food
The premises must be well lighted and ventilated
The premise must be clean, in good repair and free from accumulated
refuse
Facility for storage of waste materials should be provided
Food rooms should not be used as sleeping places
Sanitary conveniences must be constructed away from food rooms
iii) EQUIPMENT
Equipment coming into contact with food must be kept clean and in
good repair
PAGE 101
Their construction must allow them to be thoroughly cleaned
Must be non absorbent and not liable to cause contamination of food
iv)FOOD HANDLERS
Food handling is a potentially dangerous occupation
If adequate measures are not taken to protect food contamination
during the production cycle
Contamination can occur at all stages of production and service
processes and even before the food enters the catering unit
The aim of any food handler is:-
To prevent contamination
To prevent any contamination that has already occurred from
developing further
To avoid cross contamination of food items
Coping with threats of contamination is a continuous process
therefore all food should be checked on arrival for quality and
possible contamination
Once inside the production unit, foods can be contaminated through:-
A sick operation
Contact with other contaminated foods
Contact with dirty storage and operation surfaces
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Ensure that all food are checked for quality and freshness, sign of
infestation, dents and inadequate packaging
a) Fresh goods
Check fresh goods for obvious contamination, deterioration and
spoilage
b) Tinned goods
Check tinned goods for dents and damage
c) Dry goods
Check dry goods for broken parts, damaged or soiled items
N/B
Check delivery vehicles for hygiene and temperatures
Check hygienic handling by delivery personnel and move all goods
immediately to adequate storage
iii) Storage
Store each item at the correct temperature
Store each food item in purpose designed facilities
Foods should not be placed in a yard e.t.c lower than 450 mm low
unless properly protected
Cover or wrap each item with clean covering material
Keep different types of foods separately as instructed
N/B
Storage conditions therefore need to ensure that food do not
become hazardous to health while in storage
iv)Preparation
Prepare each food item in the area set aside for that purpose:-
Remove all soiled and waste materials as soon as possible
Cover food adequately at each stage of production
Hold food at its correct temperature at each stage of production
Apply the correct amount of heat during cooking
Prepare food near to service time as possible
Re-heat food only according to instruction
Hold prepared foods at the correct temperatures for a controlled
length of time
PAGE 103
v) Catering practices
Food premises must be able to serve food in the right temperature
Certain food must be kept at temperature below 10°c e.g meat, fish,
gravy, cream, egg products milk e.t.c.
Cold storage should be provided for display of foods
Food exempted for temperature control are those which will not
support the growth of micro-organisms because of:-
Low moisture content
High concentration of sugar
Foods to be subsequently be prepared and cooked
Foods of high concentration of fat and salts
vi)Environmental activities
Food handlers should realise the risk of handling raw meat, oval and
poultry. In such instances their hands should be washed after contact
with their products
Food handlers should also wash their hands after dirty task, exposure
to any risks of contamination in the environment before handling any
food substances
FOOD SAFETY
PAGE 104
2. Separate raw and cooked foods to prevent contaminating the
cooked foods.
3. Cook foods for the appropriate length of time and at the
appropriate temperature to kill pathogens.
4. Store food at the proper temperature.
5. Do use safe water and cooked materials.
SAFETY MEASURES
All personnel should possess adequate knowledge of safety measures
to be practiced while at work
Employees working in different outlets of the food and beverage
department should be capable of using the service equipment in the
correct manner
Instruction for the use of equipment should be well followed as it can
cause injury to user and damage of equipment
Accidents can endanger both human life as well as the assets of the
company.
All personnel should be aware of the causes of accidents as well as the
steps that should be taken to deal with them effectively
It is the responsibility of all employees to observe safety rules at work
as this will prevent accident and the consequent pain and loss of time
CAUSES OF ACCIDENTS
Accidents are caused in various ways namely:-
i) Excessive haste
Often leads to accidents
The golden rule is do not run, but this is difficult to observe
especially during busy service schedules
ii) Distraction
Accidents are caused when one is not concentrating on the job at hand
Lack of concentration could be due to:-
Loss of interest
Carelessness
PAGE 105
Pre-occupation with personal problems while at work
Managers or supervisors should identify such problems of their
personnel and give them sympathetic hearing
They should check the reasons and take appropriate measures e.g
counselling the employee, transferring him to a suitable department
iii) Panic
A dangerous situation may crop up suddenly which could cause panic
and lead to confusion
All service personnel should be adequately trained to handle such
critical situations
PAGE 106
Delay in clearing spillages or picking up items of equipment that
have fallen on the floor
Not being aware of customer’s bags placed on the floor
Items of equipment not stored correctly
Broken glass or china not wrapped up sufficiently before being
placed in the bin
Forgetting to unplug electrical appliances prior to cleaning
Putting ashtray debris into rubbish bins containing paper
Forgetting to switch off and unplug an appliance after use or at the
end of the service
Not being observant to table lamps or lit candles on buffet
Overfilling coffee pots, soup tureens, glasses e.t.c
Using cups, glasses e.t.c for storing cleaning agents
Incorrect stacking of trays
Trays carrying a mix of equipment e.g china ware, table ware, glass
ware e.t.c
Carpet edges turned up
Faulty wheels on trolleys
Being unaware of customers walking sticks and crutches
Lack of knowledge in carrying out certain tasks e.g opening
sparkling wines.
Lack of adequate space for safe service of food and drinks
Carrying out activities in haste
PAGE 107
Witnesses
Treatment administered
A statement of the event
PREVENTION OF ACCIDENTS
The following precautions should be taken to avoid accidents:-
i) The floor should be kept clean and dry (spilt food or liquids
should be cleaned and wiped dry immediately)
ii) Equipments should not be left lying around but should be stacked
in its correct place after use
iii) Power cables should be checked properly. (all electrical
equipments should be serviced and cleaned regularly)
iv)Electrical circuits should not be overloaded
v) Heavy things should be carried properly
vi)Keep sharp articles away from service area
vii)Store cutlery in racks or drawers with handles facing the same
direction
viii) Clear up broken glass or china immediately, wrap it in a
sheet of newspaper and place it in a bin
ix)Hands and feet should be properly protected from heat, cold and
cleaning agents. Cuts, glazes and wounds should be covered with
a water proof dressing
FIRE SAFETY
Fires in hotels and catering establishments are common and all too
often can result in injury to the employee and in serious cases either
injury or loss of life to employees and customers
FIRE PREVENTION
A basic knowledge regarding fire should assist in preventing fires and
handling them if they do occur
All employees should be given “fire drill” training during their
induction programme
This should be followed up by regular training sessions related to
procedures to be taken in the event of fire
This training should include:-
PAGE 108
i) Fire procedures in their own specific area of work
ii) An awareness of “fire drill” instruction as applicable to both
customers and staff
iii) A knowledge of where the nearest ‘fire point’ are in your
particular area of work
iv)An indication of where the fire exits are located
v) A knowledge of the appropriate assembly point to your area of work
vi)A knowledge of the correct type of fire extinguisher to be used in
relation to the type of fire
vii) An indication of your own specific responsibilities in the event
of fire
All three components necessary for a fire to start and if one of the
three is not present or removed, then the fire does not happen or it is
extinguished
The three parts are:-
a) Fuel- something to burn
b) Air- oxygen to sustain combustion (keep fire going)
c) Heat- gas, electricity e.t.c
PAGE 109
Sound the alarm and if inform the people in the vicinity of the
fire. Also inform the manager on duty who will in turn inform
the fire department
ii) Do not panic
If you are trained in fire drill, offer assistance in a calm manner
and if not, allow trained people to do so
iii) Use fire extinguisher
If you are unsure of what to do, never put yourself at risk in
attempting to fight a fire
In all areas of a hotel a variety of fire extinguishers are available
to use on different types of fires
Familiarise your self with the operation of these extinguishers
and on what fires they should be used
Do not use the wrong extinguisher on a fire as it could make
things worse
N/B
In the event of fire alarm ringing you should:-
i) Follow the fire instruction as laid down in your establishment
ii) Usher all customers and staff out of your work area promptly and
quickly
iii) Pay special attention to customers with special needs e.g
mobility problems
iv)Walk quickly but do not run. Display a sense of urgency
v) Remain calm and do not panic as your composure and lead will be
followed by others
vi)Proceed as promptly as possible to the nearest assembly point
vii) Ensure that someone watches to see that there are no stragglers
viii) Follow the exit route as laid down in your fire instructions.
Never use a lift
ix)Never re-enter the building until told it is safe to do so
x) Do not waste time to collect personal items
CLASSIFICATION OF FIRES
Are four main classification or classes of fires namely:-
PAGE 110
Are fires involving solid materials usually of organic nature in which
combustion normally takes place with the formation of glowing
embers
e.g wood, paper, textiles e.t.c
HEAT OXYGEN
FUEL
PAGE 111
Are used for fires involving wood, paper and cloth (i.e class A
fires)
ii) Carbon dioxide extinguishers (Black)
Are used for fires involving inflammable liquids such as oils,
fats, paints, and solid fuels
Can be safely used on live electrical equipments
vi)Fire blankets
Used on fires involving burning liquids and clothing
PAGE 112
CLASS N POWD N M R NS
ER DIOXID (crea (Red) (Gree
(Blue) E m) n)
GAS(Bla
ck)
CLASS A Fires involving YES YES
solid materials Excelle NO YES Excell YES
nt ent
CLASS B Fires involving YES YES YES NO YES
liquids or Excelle Excell
liquefiable nt ent
solids
CLASS C Fires involving YES YES YES NO YES
gases
ELECTRI Fires involving YES
CAL electrical YES Excellen NO NO YES
hazards t
PAGE 113
vi)To allow all bags and packages to be searched upon request when
either entering or leaving the workplace
vii) To be aware of the security procedures to be searched upon
request when either entering or leaving work place
viii) To be aware of the security procedures for your establishment
should sudden and urgent action have to be taken
ix)Ensure external fire doors are kept shut and not left a jar in error
x) Should you be responsible for ‘locking up’ duties then ensure all areas
have been vacated. Check all cloak room carefully
xi)At the same time check all windows and doors as appropriate have
been locked
xii) Keys should only be handed by someone in authority. A signing
out book should be available when staff request key
xiii) At no time should keys be left un attended
xiv) Be alert and observant at all times and do not hesitate to report
anything suspicious to your immediate supervisor
xv) To be extra careful when receiving payments inform of large
notes denomination, all cheques and credit cards in order to prevent
frauds
BOMB THREAT
Immediate action to be taken as a bomb could go off at any moment
PAGE 114
As a result staff should:-
i) Be aware of and follow establishment policy with regard to
bomb threats and evacuation procedures
ii) Evacuate your immediate work area
iii) Search the work area should this be your responsibility
iv)Evacuate the premises and usher all guests or staff through
appropriate exits to specified assembly area
v) A count should be taken of all persons to determine their safety
and minimise the risk of fatal accidents
In the event of receiving a bomb threat over the telephone, record the
message in the exact words spoken by the caller
Note down the time the call began and ended
Attempt to get as much information as possible from the caller such
as:-
i) The location of the bomb
ii) What the bomb looks like?
iii)When and what will make it explode?
iv)The reasons for planting the bomb
v) Details about the caller that will help in identification:-
a) Gender
b) Tone and type of accent used- was the voice calm,
nervous, rambling, serious or drunk
c) Were there any background noises?
You should then
i) Cordon off the area under threat and calmly inform guests and staff to
move away
ii) Inform the manager on duty and the concerned authorities
iii) Allow people to return, only after all the clear signals has been
given from a competent and recognised authority
FIRST AID
is the first help a person or patient gets from some one knowledgeable
before reaching the doctor.
is the provision of initial care for an illness or injury.
It is usually performed by non-expert, but trained personnel to a sick
or injured person until definitive medical treatment can be accessed.
PAGE 115
Certain self-limiting illnesses or minor injuries may not require
further medical care past the first aid intervention.
It generally consists of a series of simple and in some cases,
potentially life-saving techniques that an individual can be trained to
perform with minimal equipment.
While first aid can also be performed on all animals, the term
generally refers to care of human patients.
Aims
The key aims of first aid can be summarized in three key points:-
Preserve life: the overriding aim of all medical care, including
first aid, is to save lives
Prevent further harm: also sometimes called prevent the
condition from worsening, or danger of further injury, this
covers both external factors, such as moving a patient away
from any cause of harm, and applying first aid techniques to
prevent worsening of the condition, such as applying pressure to
stop a bleed becoming dangerous.
Promote recovery: first aid also involves trying to start the
recovery process from the illness or injury, and in some cases
might involve completing a treatment, such as in the case of
applying a plaster to a small wound
PAGE 116
k) Scissors;
l) Report book to record all injuries.
First aid box must be easily identifiable and accessible in the work
area.
They should be in the charge of a responsible person, checked
regularly and refilled when necessary.
All catering workers and students are recommended to attend a first-
aid course run by st. John ambulance or Red Cross society.
SHOCK
The signs of shock are faintness, sickness, clammy skin and a pale
face. Shock should be treated by keeping the person comfortable,
lying down and warm.
Cover the person with a blanket or clothing, but do not apply hot
water bottles.
FAINTING
CUTS
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NOSE BLEEDS
Sit the person down with the head forward, and loosen clothing round
the neck and chest. Ask them to breathe through the mouth and to
pinch the soft part of the nose.
After 10 minutes release the pressure.
Warn the person not to blow the nose for several hours.
If the bleeding has not stopped continue for a further 10 minutes.
If the bleeding has not stopped then, or recurs in 30 minutes, obtain
medical assistance.
FRACTURES
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- The burn involves airway, face, hands or genitals.
- You are unsure of the severity of the burn.
ELECTRIC SHOCK
GASSING
Do not the gassed person walk, but carry them into the fresh air.
If breathing has stopped apply artificial respiration and send for a
doctor.
CHOCKING
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e) If blockage does not clear after 5 chest thrusts, continue alternating 5
back blows with five chest thrusts until medical aid arrives.
f) If casualty becomes unconscious:
Call 000 for an ambulance.
Remove visible obstruction from mouth.
Commence CPR.
N/B:-First aid training also involves the prevention of initial injury and
responder safety, and the treatment phases.
Key skills
SANITATION
an excellent standard of sanitation has to be maintained in all outlets
of the food and beverage service department
all foods and service areas should be cleaned regularly
the following things should be done to keep the hotel and its
surroundings clean and pleasant:-
i) The floor should be kept clean and dry at all times. The table
tops should be kept spotlessly clean and dry
ii) Furniture should be dusted and polished
iii) Carpets should be properly vacuumed and shampooed
iv)All equipments in use should be well maintained and serviced
regularly
v) A cleaning schedule should be planned and enforced
vi)Indoor plants should be watered regularly and replaced with
fresh plants from the main garden at least once a week
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vii) The walls, floors and ceiling should be checked regularly
and faulty ones replaced immediately
viii) Light fixtures, bulbs and switches should be checked
regularly and faulty ones replaced immediately
ix)Public area toilets should be cleaned regularly and checked
frequently for soaps, towels and toilet paper
x) Dust bins should be kept covered at all times with tight-fitting
lids
Uncovered bins attract flies and other insects in the kitchen
Fly-screens should be used to prevent flies from entering
food areas
Gadgets that kill flies should be mounted in the back areas
A fly spray may also be used
xi)Pesticides should be sprayed regularly to control pests
xii) Rats, besides being destructive are carriers of diseases
therefore rat traps should be set at strategic places (N/B- rat
poison should not be used)
xiii) Pest control firms should be contracted so as to spray
pesticides and set rat traps to free the establishment from pests
Terminologies
Pests
Destructive animals or insects which attack food, crops and livestock
Pesticides
A substance that is sprayed to kill insects
Fly-screen
A mesh that prevents the entry of flies
Schedule
A plan of work or a list of intended events drawn up in advance
Evacuation
To remove people from a place of danger to stay else for the duration
of the danger
PAGE 121
References:-
1. Blanch Susan 2003; food hygiene, Hodder and Stoughton
educational, India. (pg 57-95).
2. Wikipidia; Food safety.
3. Wikipidia; First Aid.
4. David Foskett Et all (2003); The Theory of Catering, Bookpower,
(10th edition), London. (pg 480-508,510-563).
MENU KNOWLEDGE
INTRODUCTION
Menu-
Is a list of food and beverage that can be served to a guest at a price.
i.e. it helps the guest to select what they would like to eat and or
drink.
Represents the range of food and beverage items offered in a
restaurant i.e a list of items that are available in a restaurant
An important document used as a selling tool and an important aspect
of budgetary control
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Menu is the statement of food and beverage items available or
provided by food establishments primarily based on consumer
demand and designed to achieve organizational objectives.
It represents the focal point around which components of food service
systems are based.
The menu is designed carefully what the outlet wants to cater for,
keeping in mind the type of clientele.
The main advantage of a well-planned menu is that it leads to
consumer satisfaction.
It also helps to motivate the employees for a responsible and
successful service.
According to Antonin Careme (1784-1833), (the French chef who is
considered the founder of classical cuisine) a successful menu
depends upon composition-the right combination of foods,
prepared perfectly, to the entire satisfaction of the customer.
Menu is a document that controls and directs an outlet's operations
and is considered the prime selling instrument of the restaurant.
When the menu is represented on a card, it is referred to as the menu
card
It is also called bill of fare (English) (menu-French)
The menu has the following meanings to the waiting staff:-
i) The range of food items served in an establishment including
their organisation and number of courses (range of courses)
ii) Arrangement by which the items are offered e.g ala carte or
table d’hôte (types of menu or arrangement)
iii) The physical object on which the list of these items are or
courses are written for guests to choose from (physical card)
MENU ORIGIN
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 a programme of the dishes and by reference to
it he could see what was coming and reserve his appetite accordingly.
Thus we presume that the provision of menu developed from such
events
Originally the bill of fare was very large and used to be placed at the
end of the table for everyone to read. As time progressed the menu
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became smaller in size and a number of copies made which allowed
individuals to read their own copy
FUNCTIONS OF A MENU
Menu in modern establishment reflects a concern for the health and
well-being of the guests
The menu planners should ensure a healthy and balanced diet
enjoying good food
Menu serves the following purposes:-
i) Informs guest what dishes are available and price charged for a
particular dish
ii) It enables guests to select dishes of their choice which they can
afford
iii) It guides the chef to efficiently prepare the items included
in the menu ( ie in matters of his requirement in terms of staff,
equipments and materials)
iv)It enables the service staff to prepare their mise-en-place, take
the correct order, pick up and serve the correct dishes from the
kitchen according to what has been ordered, and to present the
correct check to the guest
v) It helps the cashier to price each item ordered by the guest and
to prepare a sales summary
vi)It enables the caterer to predict trends and to plan the future
course of action for the establishment
TYPES OF MENU
Are two types of menu:-
i) Table d’hôte
ii) Al carte
From these two types of menus there are in practice many adaptations
of each
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TABLE D’HÔTE MENUS
It is a menu which the entire meal is priced and charged,
irrespective of whether the guest has to complete meal or not
A fixed number of courses comprising the whole meal at a fixed
price
It is also referred to as fixed menu
It means from the table of the host
N/B
It usually contains the popular type dishes and it is easier to control. It
may be offered alongside an ala carte menu
It may be offered for breakfast, lunch and dinner.
MENU
Appetiser
Or
Soup
Xxxxxxxxxx
Meat dish
Or
Vegetable dish
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Xxxxxxxxxxxxx
Typical example of table d’hôte menu
PAGE 126
b) The wastage can be more, as the availability of items need to be
maintained more
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Is a fixed menu at a set price offering usually no choice whatsoever to
the customers unless the client informs the caterer in advance of other
guests requirements
It is available to all guests at a predetermined time
a) Finger buffet
Where all items prepared are proportioned to a small size so that the
customer may consume it without the use of any cutlery e.g cocktails
b) Fork buffet
Where cold and hot is available and where many large dishes will be
carved and portioned for the
Individual guest.
Are frequently prepared for occasion such as wedding receptions,
press receptions, presentations and conferences
Are classified as a form of table d’hôte and they posses all the
characteristics
iv)Hospital menus
Take the form of a menu card given to the patient before the day of
service so that his or her preference is ticked. Offered in both private
and public hospitals
Menus are compiled by a dietician according to the health of the
patients
Hospital menus are usually of 2 or 3 courses
The menus are compiled as per the classification of the patients
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v) Menus for people at work
Menus served to people in their places of work
Vary in standards and extends from one employer to another i.e
depends on the establishments’ policy on welfare of their staff and
work-force
Mostly offered at subsidized rates
Advantages
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They saves time (the daily or weekly task of compiling menu)
They give greater efficiency in time and labour
They can cut down the number of commodities held in stock and can
assist in planning storage requirements
Make it possible to produce the entire number of portions of each
items to last the whole cycle when used in conjunction with cook
freeze operations and standardised recipes
Disadvantages
Should be long to avoid creating boredom to clientele
Caterer is unable of taking advantage of ‘good buy’ offered by
suppliers on daily or weekly basis
ix)Nouvelle cuisine
Is a type of French cuisine, which advocates the use of absolutely
fresh ingredients and light sauces without addition of flour as a
thickening agent
This literally means new style of cooking
This concept was introduced with the aim of encouraging a
simpler and more natural preservation of food
Advocates reject the rich, complicated and indigestible traditional
foods, that are no longer suitable for a generation conscious of the
health hazards of overeating especially of foods that are rich in fat
The guiding principles of this cuisine are:-
The use of absolutely fresh ingredients
The simplicity in the cooking methods
It encourages the use of light sauces, based on meat extracts,
stocks and herbs and avoids the use of flour as a thickening agent
Vegetables should be in a way that the natural flavour, colours
and nutrients are retained
Rapid cooking without fat is done to retain the texture and
nutritional value of the ingredients
The dishes are often served pre-plated and referred to as art on
the plate
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It allows for instance, guest to have a snack with a beverage, a full
meal or just a beverage
MENU CARD
Is a document that is used as a selling tool
It helps in creating an image in the minds of guests about the class of
the establishment
To ensure that a menu is to be an effective sales tool the following
factors should be considered:-
i) General presentation
ii) Menu content
iii) Size and form
iv)Layout of the menu
v) Nutritional content
General presentation
Is very important as it identifies the image and personality of a
particular unit or department
Following points should be taken into consideration:-
i) Menu should be attractive
ii) It should be clean
iii) Should be easy to read
iv)It should complement the occasion
v) Should reflect current awareness
vi)Design –by use of graphics, typography and colour
Menu content
Is examined under the following:-
i) Language
Language used must be in keeping with the type of
operation
Language should be clear and simple to understand
If foreign language is to be used should be accurately used
ii) Accuracy
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Menu should be accurate as far as pricing and availability
are concerned with correct spelling and description of
dishes and beverages
iii) Pricing
The correct pricing of all food menus and restaurant list is
very important to the
success of an operation.
Prices should be attractive to particular market segment
Prices should be competitive in relation of level of food
quality and drinks served
Pricing strategy is affected by the following factors:-
Size and type of establishment
The location
Profit required
Level of competition
Sector of the establishment
iv)Sales mix
Money received from selling a variety of items
e.g foods-appetisers and soup, fish and meat, sweet dishes
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MENU PLANNING
Is the putting together of a list of dishes with their prices by caterer
Also called or known as compiling of menus
Is a complex managerial task
Costs, profits margins gastronomic criteria have to be also taken into
account
Menu should be compiled to meet the requirement of various types of
meals
If the menu fails to meet the market requirements, it could cause a
drop in the revenue
i) Type
Asses the type of meal required
Asses type of kitchen and staff available in relation to equipment and
skills
Asses the type of food service area and equipments available, the
skills of food service area staff and number of courses to be served
ii) Supplies
Seasonal supplies
Local availability of supplies
iii) Balance
Light to heavy, then heavy to light
Vary the sequence of preparation of each course
Change the seasoning, flavouring and presentation
Ensure garnishes are in harmony with main dishes
iv)Food value
Use commodities and methods of cooking which will preserve the
natural nutritive properties of the raw materials
v) Colour
Avoid clashes in colour or repetition of similar colour
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vi)Language
Should either be written in French or English and be easily understood
by the customer
Ensure :-
Proper spelling
Correct terms
Correct sequence within courses
Where appropriate, the correct accents
COURSES OF A MENU
Also referred to as classical menu sequence (i.e sequence of service)
Order of dishes or order of various courses
The number of courses on a menu and dishes within each courses
depends on the size and class of the establishment
The courses of a menu may be divided as follows:-
i) Hors-d’oeuvre
This course is aimed at stimulating the palate (appetite) and consists
of small tasty dishes i.e spicy in nature
Often referred to as starters or appetizers
Are either served from a rotating trolley or tray with small amounts of
each variety being placed on the plate to make up a portion
This course could also include salads
Examples - Beetroots - Potato salad - Tomato salad -
Fish mayonnaise
- Russian salad - Anchovies - Shrimp cocktail -
Egg mayonnaise
-Choux rouges (red cabbage) - Diplomatic salad
e.t.c
ii) Soups (potage)
Are both hot and cold soups
Are variety of soups but broadly includes clear (consommé) and thick
soups like cream veloute or puree and bisque or broths
Examples - consommé Celestine - Gazpacho - Minestrone
- Scotch broth
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The omelette is the most popular item, but are other styles of cooking
and preparation of eggs such as boiled, poached, scrambled e.t.c
This course is not included in the dinner menu
Examples - omelette espagnole (flat omelette with onions, pepper and
tomato - Oeufs en cocotte ala crème
-Oeufs poche Florentine
v) Fish (poisons)
It includes shell fish and sea and fresh water fish
Are cooked in different styles such as poached, grilled, baked, shallow
and deep fried
Examples -Fish meuniere - Lobster Americaine - Grilled prawns
Fish is a soft-fibred and tender meat which is easily digested and
helps to prepare the appetite for the heavier courses to come
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Sorbet-is intended as a pause or rest course in a long meal
Because of the length of the French classical menu, this course is
considered to be the ‘rest’ between courses, where the diners may
obtain their second wind
It refreshes the palate with water-ice and stimulates the appetite for
courses to come or follow
Water-ice- frozen water flavoured with fruit juices and sugar served
as a dessert
Sorbet-is a water-ice served with Italian meringue that is flavoured
with champagne or a liqueur
Service- should be piped into a champagne glass then served on an
under plate with a tea spoon
Cigarettes are often passed around during this course and sometimes
the first speech is given
ix)ROAST (rotis)
This course normally consists of roast game or poultry and is often
included in the entree
Each dish is accompanied with its own particular sauce and salad
(green salad) served separately on a crescent shaped dish
Examples - -Roast chicken - Roast duck - Roast turkey -
Roast pheasant
-Roast quail - Braised duck e.t.c
x) LEGUMES (vegetables)
These can be served separately as an individual course or may be
included along with the entree, releves or roast courses
PAGE 136
Examples - Cauliflower - Baked jacket potatoes - Grilled
tomatoes e.t.c
xi)SALAD (salade)
Refers to a small plate of salad taken after main course. More often a
green salad
xvii) BEVERAGES
PAGE 137
This is not a course, but may be offered at the end of a meal, and may
include different varieties of coffee such as filter, cappuccino and
cona coffee
Traditionally used to be coffee but nowadays this broadly increased to
include other beverages such as tea, tisanes e.t.c
This is listed to show sequence but not counted as a course
PAGE 138
3. Entrée
4. Main (releves or remove) with (pommes et legumes ou salade)
5. Sweet (entremets)
6. Savoury (savoureux ou bonne bouche)
PAGE 139
vi)If foods are prepared with organically grown ingredients, this fact
should be highlighted to the discriminating customer.
vii) Every dish should be described clearly and simply, in an
appetizing way, without being too flowery.
viii) House specialties and seasonal items should correspond to the
season and should change accordingly. Use a clip-on menu or special
insert to attract attention to them.
ix)The dessert selection should be listed on a separate attractive card.
The menu should inform the guests that such a card is available.
x) The numbering of menu items can save time and confusion,
especially with many of the new computerized cash registers.
Numbering, however, discourages communication between guests
and the service staff and thus does not help promote sales. For an
easy compromise, place one numbered menu at the register or where
orders are relayed to the kitchen so that one can punch in the guest's
order by number; the guest, however, orders the actual foods with
words, not numbers.
Special diets
PAGE 140
Customers undertake special diets for medical reasons (including the
prevention of allergies reactions)
Customers with these needs know what they can and can not eat
The serve has to accurately describe a dish so that customers can
make the correct choice (never, never guess)
This includes :-
i) Allergies
ii) Diabetic (inability of body to control levels of glucose
within the blood)
iii) Low cholesterol (fat free)
iv)Low sodium or salt (salt free)
PAGE 141
i) Kosher animals (holy or clean)
ii) Treife animals (unclean)
Kosher animals (what is to be eaten)
Land animals that have closed hoof and chew cuds e.g
cattle, sheep and goat (Leviticus 11)
Fish must have scales and fins
All birds apart from birds of prey
Eggs of all clean birds (have no specks of blood)
Treife (unclean) animals
pigs- they do not chew cud
shell fish- have no fins and scales
animal fat
f) Rastafarians
Do not eat any processed foods, pork, fish without fins,
tea, coffee or alcohol
Vegetarianism
This may derive from:-
Cultural consideration
Religious consideration
Moral consideration
physiological consideration
Food description has to be accurate
Forms of vegetarianism
Food and beverage personnel should therefore describe foods and
drinks accurately so as to enable the customers to make the right
choice
The main forms of vegetarianism may be described as follows:-
i) Vegetarians: semi
They will not eat all red meats other than poultry
Diet includes fish, dairy produce, and other animal
products
ii) Vegetarians: lacto-ovo
They will not eat all meats, fish and poultry
Diet includes milk, milk product and eggs
PAGE 142
iii) Vegetarians: lacto
They will not eat all meats, fish, poultry and eggs
Diets includes milk, milk products
iv)Vegans
They will not eat any food of animal origin
Diet will mainly consist of vegetables, vegetable oil,
seeds, cereals, pulses
v) Fruitarians
Is a more restricted form of vegetarianism
They will not eat all foods of animal origin, pulses (peas,
lentils), cereals (wheat, oats, barley, maize, rice, all
breakfast cereals)
Diet will mainly consist of raw and dried fruits (sultanas,
raisins, currant, date), nuts (peanuts, cashew nuts,
almond, coconut e.t.c) honey, olive oil.
This knowledge enables the service staff to advice the customers on:-
PAGE 143
i) The food content
ii) The methods used in making the dishes
iii) Ensures that the correct cover is laid
iv)It enables that the correct accompaniments are provided
Accompaniments can be served in:-
Sauce-boats
Small bowls or dishes
Plates
Bottles and jars
N/B
the use of fish knives and forks is becoming less fashionable today
together with small coffee cups (demi-tasse)
The use of under plates also varies and has four main purposes
namely:-
i) To improve presentation on the table
ii) To make carrying of soup plates, bowls and other bowl shaped
dishes easier
iii) To isolate the hand from hot dishes
iv)To allow cutlery to be carried along with the items
The use of doilies, dish papers or napkins on under plate has the
following importances:-
i) Improve presentation
ii) Reduces noises
PAGE 144
iii) Prevent the dish being carried from slipping
N/B
As a general guide it is worth considering the use of under plates
wherever a food item is being served in a cup or bowl shaped dishes.
FOOD/ DISH ACCOMPANIMENTS COVERS
1. Hors- -Oil an vinegar - fish plate, fish fork and fish
d’oeuvre knife
( appetizer) N/B-Nowadays this is
dictated by type of food
being served and its
presentation
i) caviar -Toast, butter, finely - fish knife on the right hand
chopped shallots, side of the cover, a cold fish
sieved hard boiled yolk plate, a side plate and a cruet
and white of egg sets
ii) Grape fruit - Castor sugar -Coupe, doily on side plate,
grape fruit spoon or tea
spoon
iii) Tomato -Lemon wedge and - Smaller tumbler glass, a
juice Worcestershire sauce doily on a side plate, a
swizzle stick or a tea spoon,
cruet set
iv) Fruit juices -None -Smaller tumbler glass, a
(pineapple, doily on a side plate
orange, grape
Fruit)
v) Melon -caster sugar and -a dessert-spoon and fork, a
ground ginger cold half plate, a side plate
and a side knife
vi) Oysters - Oyster cruet -An oyster fork, a soup plate
( Tabasco sauce, lemon or oyster dish with crushed
wedges, chilli, vinegar, ice, a finger bowl on an
cayenne pepper, pepper underliner, a side plate, side
mill), brown bread and knife and a cruet set
butter
vii) potted -Breakfast toast, -fish plate, fish fork, fish
shrimps pepper mill, cayenne knife (or side knife and sweet
PAGE 145
pepper, lemon wedge fork)
or segment
viii) Snails - Brown bread and - snail tong placed left, snail
butter fork-right and snail dish
ix) Smoked - Cayenne pepper, -a fish knife and fork, cold
salmon pepper mill, lemon fish plate/side knife and fork,
wedges, brown bread a side plate and side knife
and butter
x) Shell fish - lemon wedges, brown -a cocktail dish on an
cocktail bread and butter underliner, tea spoon, a side
knife and a cruet set
xi) Caviar - lemon wedge, b/fast -caviar knife(broad blade
toast, chopped shallots, knife) or fish knife on the
chopped egg white and right-hand side, cold fish
York plate, side plate and a cruet
set
xii) chilled - castor sugar and - dessert spoon and fork and
melon ground ginger cold fish plate
xiii) Fruit - castor sugar (if grape -cocktail glass/ sundae glass/
cocktail fruits included in coupe on underliner, bowls
cocktail) and tea spoon
xiv) Avocado - vinaigrette - fish plate/ side plate/
avocado dish, sweet fork and
side knife laid
xv) Asparagus -Hollandaise sauce/ - asparagus rack and tong,
melted butter (when hot/ cold joint plate, joint
cold) and vinaigrette/ fork, finger bowl and spare
mayonnaise( when serviette
cold)
xvi) Corn on - melted butter, lemon - hot fish plate/ soup plate
the wedges - corn on the cob holder, side
cob plate, side
Knife and cruet set (spare
napkin and finger bowl might
be advisable)
2.Soups - parmesan cheese, - a soup spoon, a side plate,
i) Minestrone toasted flute side knife and cruet set
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ii) - takes its name from A dessert spoon, side
Consommé the garnish, bread knife, a side plate, cruet
roll/ buns and butter set and consommé cup
and saucer
iii) French - grated parmesan - Soup spoon, soup plate,
onion cheese, grilled flute, side knife and plate and
and raw egg York cruets
(optional), bread
rolls and butter
iv) a) Cream - bread rolls and - soup spoon, soup plate,
soups butter side knife, side plate and
b) puree - croutons cruets
and
cream of
tomato
soup
v) - Sliced mushrooms - A soup spoon, a side
Mushroom and cream as garnish knife, a side plate and
soup cruet set
vi)Asparagu - asparagus and - A soup spoon, a side
s soup cream as garnish plate, side knife, , soup
plate and cruet set
vii) Turtle - cheese straws, -dessert spoon, a side
soup lemon wedges, plate, side knife, cruet set
brown bread, butter and consommé cup
and measure of
sherry
viii) Bortsch -sour cream, - soup plate, dessert
(duck beetroot juice, duck spoon, side plate, knife
consommé) pate and cruet set
3. - All pastas - hot soup plate on
Farinaceous - Rice dishes underliner, joint fork,
Dishes - grated parmesan sweet spoon, side plate
PAGE 147
i) Spaghetti cheese and knife and cruet set.
macaroni N/B- joint fork right,
spoon left
ii) Others -grated parmesan -Hot fish plate, sweet
cheese spoon and fork (spoon
right and fork left)
4. Poison -Tartar sauce, lemon - A fish knife and fork, a
(fish) wedges side plate, a side knife
i) Crumb and a cruet set
fried fish
ii) Batter -Tomato sauce, - “ “
fried fish lemon wedge
iii) Grilled - Melted butter/ - “ “
fish tartar/ hollandaise
sauce
iv) Fish - White rice, pickle,- a dessert spoon and fork,
curry papad and pickled a side plate, fish knife and
onions fork
v) Grilled - Mustard sauce -fish plates, fish knife and
herring fork
vi) Poached - Hollandaise sauce, - “ “
fish lemon wedge (hot)
and mayonnaise,
lemon wedge (cold)
5.Meats -mint sauce, roast -Joint knife and fork, a side
i) Roast lamb gravy, redcurrant jelly plate, a side knife and cruet
set
ii) Roast - Red currant jelly, - “ “
mutton onion sauce, roast
gravy
iii) Roast beef - English mustard, - “ “
horseradish sauce,
Yorkshire pudding,
roast gravy
PAGE 148
iv) Roast pork - Apple sauce, roast - “ “
gravy, sage and onion
stuffing
v) Mixed grill - English/ French - “ “
and steaks mustard/ tomato
ketchup / and brown
sauce
vi) Boiled - Capers sauce - “ “
mutton
vii) Boiled -Parsley sauce/ white - “ “
ham onion sauce
viii) Irish stew - Worcestershire sauce, - Soup plate, sweet spoon,
pickled red cabbage joint knife and fork
ix) Curry -Poppadums (Crisp,
highly seasoned
pancakes), Bombay
duck, mango chutney,
chopped apple,
sultanas, sliced
bananas, yoghurts and
desiccated coconut
6.Poultry - Bread sauce, roast -Joint plate, joint knife, joint
i) Roast gravy, parsley and fork, side plate, side knife
chicken thyme stuffing, bacon and cruet
rolls, game chips
ii) Roast duck/ - Orange/ apple sauce, -Joint plate, joint knife, joint
goose roast gravy, sage and fork, side plate, side knife
onion stuffing and cruet
iii) Roast - Cranberry sauce, -Joint plate, joint knife, joint
turkey roast gravy, chestnut fork, side plate, side knife
puree, chipolatas, game and cruet
chips, sage, onion and
mince stuffing
iv) Chicken - Indian bread and or -Dessert spoon and fork, a
curry rice pickle, papad and side plate, a side knife and a
pickled onions cruet set
v) Tandoori -Tandoori onion salad -Joint plate, joint knife, joint
PAGE 149
chicken and mint chutney fork, side plate, side knife
and cruet
7. Game -Orange salad with -Joint plate, joint knife, joint
i) Wild duck acidulated cream fork, side plate, side knife
dressing, roast gravy and cruet
ii) Partridge, -Bread sauce, roast -Joint plate, joint knife, joint
goose, gravy, game chips, fork, side plate, side knife
pheasant fried bread crumbs, and cruet
watercress
iii) Hare -Redcurrant jelly, -Joint plate, joint knife, joint
Force meat balls fork, side plate, side knife
and cruet
iv) Venison - Cumberland sauce -Joint plate, joint knife, joint
and redcurrant jelly fork, side plate, side knife
and cruet
8. Savouries -Salt, pepper, cayenne -Sweet fork, side knife, fish
Eg Welsh pepper, pepper mill, plate
rarebit Worcestershire sauce
(Toasted should be offered with
seasoned meat items (vol-au-
cheese, egg vent)
and béchamel
sauce
mixture)
9. Cheese -Cruet (Pepper, salt, - A side plate
mustard) - A side knife
- Celery sticks in a - Cruet set and finger bowl
glass jug with crushed on an underliner
ice - Sweet fork
-Radishes
- Castor sugar for
crème cheese
-Crackers(a thin flaky
dry biscuit)
10. Desserts - Castor sugar holder -Fruit plate - Spare serviette
-Fresh fruits on a side plate -Fruit knife and fork
and nuts -Salt for nuts (interlocked on the fruit
PAGE 150
plate)
- One finger bowl ( on a
doily on a side plate and
containing lukewarm water
and slice of lemon. Its placed
at top right-hand corner of
the cover and may be used by
the customer for rinsing his
or her finger
- One finger bowl ( on a
doily on a side plate and
containing cold water for
rinsing the grapes. Its placed
on the top left hand corner of
the cover
- Nut crackers and grape
scissors (placed on the fruit
basket)
- Spare side plate for shells
and peels
11. Sweets -Cream garnished with - A dessert spoon and a fork
-Hot or cold a lemon slice, and a dessert plate
puddings or strawberry fruit or
confectionery, chocolate chips
soufflé respectively
12. Egg N/B- either served - Joint fork (placed on the
Dishes from flat/ plated right hand side of cover)
Omelettes -served using two forks - Hot fish plate, side knife,
or two fish knives side plate and cruets.
NOTE:
You should be able to illustrate or draw the covers for various food
items
PAGE 151
OTHER SERVICES AVAILABLE IN A FOOD AND BEVERAGE
SERVICE DEPARTMENT
Are several and includes:-
CONTINENTAL BREAKFAST
Originated from Europe and its a light meal breakfast as the
Europeans normally have a heavy mid-day meal
It initially consisted of bread rolls or toast with jam, honey or
marmalade rounded off with tea or coffee but today continental
breakfast menu offers a wider variety of choices of items and
beverages
The cover layout consists of:-
a) Side plate and side knife
b) Napkin or serviettes
c) A tea cup and saucer with a tea spoon
d) Sugar basin or pot and tongs
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e) Stands or under plates for coffee or tea pot and hot milk or
water jug
f) Table number
g) Ash tray (depending on smoking policy)
Are variation to the continental breakfast:-
i) Cafe complete
This refers to continental breakfast with coffee as beverage (the
complete-tea)
ii) Cafe simple / the simple
This refer to just coffee or tea with nothing to eat.
N/B- the covers for English and continental breakfast listed above are
placed on the table when guest are not seated (mis-en-place) and the
following items are placed on the table when the guest is seated:-
a) Butter dish and butter
b) Preserve dish with preserve
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c) Jug of cold milk
d) Toast rack with toast or bread basket with hot rolls
e) Tea pot or coffee pot or hot or cold milk or hot water jug
PAGE 154
ORDER OF SERVICE FOR BREAKFAST
i) Correct cover as per the customer order
ii) Serve first course plus accompaniment (juice, cereals, fruits)
iii) After first course is cleared then serve:-
- Beverages
- Croissants, brioche, rolls, toast
- Butter and preserves
- Preserves
iv)Serve main course (plated) plus accompaniments
v) Check any other requirements
iii) BRUNCH
They are designed for the family or guest who wish to wake late
They are popular on holidays and weekends
PAGE 155
Is a combination of breakfast and lunch items to suit the mood
and taste of individuals
It is usually served beyond breakfast hours normally after 11 am
i.e between breakfast and lunch time
BRUNCH MENU
Fresh fruits
Smoked English Ham
Creamed sweetbreads in
patty shells
Polish sausages
Golden pancake with
maple syrup
Scrambled Eggs
Harsh Brown with gravy
Fried chicken with
coleslaw
Mixed sauté vegetables
Assorted rolls
Assorted
Example of pastries
a Brunch Menu
Coffee / Tea/ milk
iv)LUNCH
Service of lunch may take place in any food and beverage outlet,
and includes food from a variety of cuisines
It is served in the afternoon between noon and 3 pm
v) AFTERNOON TEA
This is service of tea or coffee with some light snacks such as
sandwiches and cookies normally taken at the coffee shops,
cafes and food courts
Is served in variety of forms which may be classified into three
main types as:-
i) Full afternoon tea
ii) High tea
iii) Reception or buffet tea
PAGE 156
This consists of small and attractive crestless sandwiches, small slices
of white or brown bread with butter, jam or honey, sliced fruit cake or
pastries and tea.
The above items may appear in a menu like below and generally in
the same order with beverages served first
PAGE 157
N/B - The beverage, jug of cold milk, preserve dish and butter dish should
only be brought to the table when the guests are seated, and are not part of
the mise-en-place.
PAGE 158
a) Jug of cold milk
b) Butter dish
c) Preserve dish
NOTE:_
i) For service of high tea, beverages should be 1st served, followed by
hot snacks, together with bread and butter. After clearving this, the
following service is as of a full afternoon tea.
ii) Serve ice-cream last because of their increasingly popularity
iii) Duplicate checking system is used
iv)Toast, tea cakes and crumpets are often served on a soup plates with a
silver cover on an under plate
v) The sandwiches are dressed on silver flats and are set out on the buffet
prior to service
vi)Scones and assorted buttered breads are dressed on dish papers on
flats and are also set out on the buffet
vii) Preserves are served in individual pots or in preserve dishes both
of which are served on a doily on an under plate with a preserve
spoon
viii) Gateaux and pastries are dressed up on cake boards on silver
flats or salvers.
RECEPTION TEA
Also called buffet tea
Are offered at special function and private pastries only and the food
and beverage are offered from the buffet table and not at individual
table
PAGE 159
The buffet is set up in a prominent position in the room to create
ample space for display and presentation
vi)DINNER
The menus are elaborate as guests have more time and leisure for
eating
Are an entertainment and people are willing to pay extra for this
meals.
Alcoholic drinks are an essential part of dinner menus
A well-stocked wine list is offered in addition to the dinner menus
Dinner menus will have house specialities and a real chance to sell
their expensive items
Appetisers and desserts are more accepted at the evening meals
than during the day
vii) SUPPER
The term ‘supper’ is used in European continent but it varies in
purpose around the continent
It can be a light dinner for either early evenings or late night
It can be a filler between two major meals ( i.e lunch and dinner or
dinner and breakfast)
A typical early evening supper consists of meals as soup, meat dish
with vegetables and light dessert and late night supper consists of a
sandwich with hot cocoa or fruit.
KEY WORDS
Prix fixe - A complete meal of several courses, sometimes with
choices permitted, offered by a restaurant at a fixed price.
Whitebait - The young of various fishes, especially the herring,
considered a delicacy when fried.
PAGE 160
Chops - A piece that has been chopped off, especially a cut of
meat, usually taken from the rib, shoulder, or loin and
containing a bone.
Casserole - A dish, usually of earthenware, glass, or cast iron, in which
food is both baked and served.
Legumes - A pod, such as that of a pea or bean, that splits into two
valves with the seeds attached to one edge of the valves.
REFERENCES:
1. Brian Verghese (2009); Professional Food and Beverage Service
Management, Macmillan India Limited. India. (pg 65-75,165-168).
2. Lillicrap Dennis and Cousin John (2006); Food and Beverage
service, Bookpower, (7th edition), London. (pg 69-104,269-274).
3. Michael Anker and Vinay K. Batta (1987); Basic Restaurant Theory
and Practice, Longman Group UK limited, London. (pg 160-
182,198-232).
4. Andrew Sudhir (1994); Food and Beverage service Training
manual, Tata McGraw-Hill publishing company Ltd, (2nd edition),
New Delhi New York. (pg 16-17,37-40).
5. Andrews Sudhir (2008); Food and Beverage Management, Tata
McGraw-Hill publishing company Ltd, (1st edition), New Delhi New
York. (pg 95-125).
6. Davis B. Et all (2004); Food and Beverage management,
Butterworth Heinemann, (3rd edition) U.k. (pg 78-94).
7. Davis Bernard and Stone Sally (1985); Food and Beverage
management, Heinemann Professional Publishing Ltd, (1st edition),
Oxford London. (pg 81-99).
8. Sethi Mohini (2008); Institutional food management, New Age
International publishers. (pg ).
9. David Foskett Et all (2003); The Theory of Catering, Bookpower,
(10th edition), London. (pg 315-319,330-335).
10. Marzia Magris, Cathy McCreery and Richard Brighton;
Introduction to Catering, Longman. (pg 17-28)
PAGE 161
FOOD AND BEVERAGE SERVICE METHODS.
Food service - is the phase of food flow mainly concerned with delivery
and presentation of the food to the customer after the completion
of food production.
Beverage service - is the phase of beverage flow wholly concerned with
presentation of beverage to the customer after completion of
beverage production.
PAGE 162
Food and beverage service - is the actual presentation of food and
beverage to customers after completion of food and beverage production.
Food and beverage service is that part of the catering operation seen
by the customer and makes or mars (damages or spoils) the reputation
of the establishment.
The basic requirements that should be met by any food service
methods are:-
i. An ability to display food and beverage attractively and provide
facilities to preserve the temperature, appearance and the
nutritional quality of the food and beverage products e.g. buffet,
carvery. (display food and beverage attractively)
ii. Offer good quality control - offer numerous portions of food
and beverage for sale that are similar.
iii.Provide an efficient service (doing something well and
thoroughly without wasting time) - consider the time
customers have for a meal. e.g. high class restaurant- more time
offer good service.
iv. Provide an atmosphere of hospitality and attractiveness,
organisation and cleanliness should be emphasized throughout.
v. Ensure good standards of hygiene and safety are maintained
Chances of contamination of food and equipment are
increased in proportion to the number of food handlers and
the length of time the food is held.
Maintain correct temperature to inhibit the growth of
bacteria.
Minimally handle food and equipment.
All food staff must practice good personal hygiene.
vi. Operate within the cost and profit targets of the establishment as
detailed in the catering and financial policies.
vii. The system chosen must be in keeping with the total
concept of the catering facility and be perceived as value for
money by customers.
When serving food and beverage, the waiter must know the following
basic principles regarding food and beverage service:-
i. All beverages are served from the right.
ii. Ladies are always served first and the rest of the guests
clockwise unless the host is a lady then she is served last.
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iii.When food is served by a waiter at the table from a platter on to
a guest’s plate the service is done from the left.
iv. When food is pre-plated the service of the food to the guest is
done from the right.
v. Soups are served from the right unless it is poured by a waiter
from a large tureen into a soup cup it is done from the left.
vi. Soiled plates should always be cleared from the table from the
right.
vii. Empty crockery and fresh cutlery are always served from
the right.
viii. Never reach across a customer.
Hence when a customer is present at the table, all items
and equipment on the right of the guest must be placed
from the right and that on the left from the left.
PAGE 164
iii. The time available for the meal (service)
What time do you have for the meal i.e. high class
restaurant
What time is the meal served i.e. lunch or dinner.
iv. The turnover of the customer expected (no of customers)
Number of customers anticipated for the meal
(breakfast/lunch/dinner)
The rate at which customers get to the restaurant (high or
low season)
v. The type of menu presented
al acarte menu / table d’ hote menu / special function
menu.
vi. The cost of the meal or menu served.
vii. The site of the establishment (location) i.e. busy place or
easily accessible.
viii. Equipment available
PAGE 165
iii.A wider variety in menu choice.
iv. A price range i.e. offer value for money
Types of table service
They include:-
i. Waiter service
ii. Counter or bar service
WAITER SERVICE
This involves the service of food and beverage to customers at a laid
cover.
Cover - is the space allotted on the table for the cutlery, crockery,
glassware and linen for one person.
- Is the total number of guests in a particular restaurant at a given
time.
Waiters bring customers food to the table and places it in front of
them.
The food is either pre-plated or served from salvers onto plates at
customers table.
Ala carte and table d’hôte menus are prominently used in table service
where customers select their meals.
Table d’hote menu
-the menu has a fixed number of courses.
-the selling price is fixed.
-the food is usually available at a set time.
A la carte menu.
-the choice is generally more extensive.
-each dish is priced individually
-there may be longer waiting times as some dishes are cooked or
finished to order.
PAGE 166
1.SILVER SERVICE (English)
Disadvantages
i. Requires more skilled and trained staff.
ii. Much service equipment is needed.
iii.Food can get cold by the time the waiter finishes the service.
iv. Service can be very slow.
v. Extra washing up is required.
PAGE 167
In this the guest’s meal is portioned and plated in the kitchen, brought
in to the restaurant by the waiter and placed in front of the customer.
Plating foods requires care and supervision to ensure right size plate
to accommodate garnish, accompanying vegetable and food item.
Trays are used by waiting staff for this type of service to transport
foods from the hot plate to the restaurant.
The waiting staff must ensure that the correct cover is laid and the
necessary accompaniments are on the table.
Food is presented from the right side of the guest.
Advantages
i. The method does not require very skilled or highly trained
staff.
ii. Food is presented and consumed by the guest while still hot.
iii.The style of service demands less equipment and therefore is
labour saving as washing up is concerned.
iv. This method is appropriate where there is a rapid turnover of
customers and speedy service is necessary.
Disadvantages
i. Standard portions can result in wastage of uneaten food.
ii. There is much less personalized service to the customer.
iii.There is limited customer choice.
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Once done the dishes are cleared by staff.
v) FRENCH SERVICE
This method involves presentation of food individually to the
customer to help themselves.
Once done, the dishes are cleared by the staff.
vi) GUERIDON SERVICE
Gueridon - This is a movable service table or trolley from which food is
carved (joints), filleted (fish, beef), flambéd (e.g crepes Suzette)
or prepared (e.g salads, fruits) and served.
It is movable sideboard carrying sufficient equipment for immediate
operation and surplus for emergency cases.
Dishes are partially prepared from kitchen and completed in restaurant
by waiter at the table side of the guest.
Cooking is also done on a gueridon trolley.
It comes in various forms e.g.
a) Calor gas (used for cooking or heating)
b) Plain trolley
c) Small table
This form of service is normally found in high class establishment
with ala carte menu and service.
This style of service is costly because:-
It requires higher skilled personnel
It requires expensive and more elaborate equipment
(special equipment)
It requires more room area for movement of trolley.
SPECIAL EQUIPMENT
These are special equipment associated with gueridon service.
They include:-
a) Flare lamps
These are essential items for gueridon service.
They are used in cooking and flambéing dishes.
PAGE 169
The maintenance of flare lamp is very important and should be be
carried out carefully, ensuring parts are fitted together correctly so as:-
Maximise life of lamp
Minimise possibility of accidents
The main types of lamp used are fuelled in one of the three ways:-
i. Methylated spirit
This gives a good flame, trim the wick well to avoid
fumes.
All components should fit well.
ii. Flammable gel
Come in individual lamp size container which fits direct to
lamp.
iii.Calor gas
PAGE 170
Care and maintenance of equipment
When preparing food at the table it is a visual display that will attract
many observers
All your actions should be of the highest hygiene and safety
standards.
The following points should be observed when carrying out work at
the gueridon:-
i. Hygiene and appearance should be of the highest standards
ii. All equipment should be spotlessly clean and polished daily.
iii.Do not handle with food bare hands.
iv. Ensure trolleys are wiped down between each use.
v. Never place hot plate or lamp outside the trolley legs.
vi. Trolley should not be positioned for use close curtains or soft
furnishing.
vii. Do not leave spirits near heated trolley or naked flames.
viii. Check that lamps are in good working order on a daily
basis.
All item of small equipment should be checked on daily basis and
cleaned using correct methods (silver cleaning method)
To ensure safety and efficiency in gueridon service all staff should
ensure that:-
a) Gas lamp
All moving parts move freely.
Both jet and burner are free from soot and dirt.
Cleaned by appropriate method.
b) Gas bottles
When changing a gas bottle consider the following
factors:-
Ensure at all times there is no heated equipment or
naked flames near the lamp.
Follow man instructions and directions and use
correct spanner.
Check all taps are in the off position.
During storage all gas bottles should be kept cool.
c) Spirit lamps
Check the amount of methylated spirit
PAGE 171
See that the air hole is free.
Trim the wick and check it for length.
Clean off any excessive dirt and spent matches.
Ensure all moving parts move freely.
Clean by the appropriate.
Mise-en-place for gueridon service
There are items to be placed on gueridon before service.
This saves times time and speeds up service
From right to left:-
Service spoons and forks
Sweet spoons and forks
Soup, tea and coffee
Fish fork and knives
Soup and sauce ladle
Joint and side knives
Hot plate or table heater is placed on left-hand side on the top of the
gueridon.
Carving board, knives for carving and filleting and selection of basins
accompaniments e.g oil, vinegar, Worcestershire sauce, mustard,
castor sugar; are also placed on top of gueridon.
Underneath:-
Service plate and service salver
Side plates
Joint plates
Silver under flats for service of vegetable and sauce
Coffee saucers, acc
accompaniments and check pads are kept on waiters’ sideboard.
Taking the order
Room sales person must sell all the dishes; this will involve you to
work at the table.
Suggest to the customer items on the menu focusing attention on
dishes you may wish to sell.
Use carving trolley and sweet trolley as visual selling aid.
Must always have a good knowledge of the menu so as to give good
descriptions to the guest of dishes available.
PAGE 172
Recognition of host is an important factor.
PAGE 173
There are many different types of liquors used for various purposes in
lamp cookery and flambé work.
Example
Spirits - to flambé
Fortified wines - to sweeten
Sparkling wines - to colour
Still wines - to balance flavour
Beer - to determine correct consistency
Cider - to remove excessive fat or grease.
Carving hygiene
PAGE 174
The standards of cleanliness of the trancheur, the equipment and
during the practical application of the craft are of the utmost
importance.
The following should be noted to ensure hygiene:-
i. Always wear spotlessly clean protective clothing (remember you
are on show as well as demonstrating your craft.)
ii. Ensure your personal cleanliness is given priority as you are
working in the vicinity of your client as well as handling food.
iii.No excessive deodorant or aftershave should be used.
iv. Always pre-check your work area and equipment to ensure good
and adequate hygiene practices.
v. Never handle the meat, poultry or game excessively.
vi. Carve as required and do not pre-carve too much or too early.
vii. Keep all meat, poultry or game under cover be it hot or
cold and at the correct serving temperature.
viii. Be constantly vigilant by using your senses of smell and
sight for any sign of deterioration in the product being sold.
ix. Equipment should be scrubbed thoroughly in hot soda water and
then well rinsed after each service.
CARVING TROLLEY
Carving trolley acts as an aid to selling i.e. visual aid to selling.
Always remember to push the trolley not pull it.
It is heated by methylated spirit or flammable gel lamps.
The container on which the carving board rests contains hot water and
has a steam outlet.
It is expensive equipment and care must be taken.
Should be cleaned regularly with the aid of plate powder
To ensure safety is observed in handling the carving trolley; carefully
adhere to:-
i. Ensure the lamps are functioning properly with trimmed wicks
and holders filled with methylated spirit.
ii. Ensure the base is filled with hot water before the lamps are lit.
iii.Ensure the safety valve is set on correctly and screwed down
tight.
Carving trolley must be presented at the table i.e. placed next to the
table in between the customer and the waiter. This ensures that the
PAGE 175
customer can see every operation performed by the trancheur and
appreciate the skills involved.
Carving trolley mis-en-place
Ensure the trolley has the following before it is taken to the table:-
i. Carving board
ii. Carving knife
iii.Sauce ladles
iv. Service spoons and forks
v. Joint plates for dirty cutlery and flatware
vi. Spare serviettes and service cloth.
Advantages of gueridon service
i. Gives a waiter the chance to display his flair and skills that are
limited in the other forms of service.
ii. Customers get individual attention.
iii.This service helps to promote sales and create atmosphere with
flickering lamps.
Disadvantages of gueridon service
i. The degree of skills required by the staff is of the higher order.
ii. Operation is very time consuming and more staff as well as more
elaborate equipment.
iii.It is difficult to organize gueridon trolley or table.
iv.Waiters may be tempted to over serve customers and give them
more than they require.
v. Plenty of space is required.
vi.Can be risky if not taken care of properly.
PAGE 176
The covers are laid up and cleared in front of the guest by the waiter
behind the counter.
Food orders are taken by the waiter and dispatched to the kitchen;
food is plated then brought to the customer and placed before him or
her.
The distance between food production area and counter should be
minimal so as to facilitate any handling of food and fast or speed
service of food to customers.
ASSISTED SERVICE
This is a combination of table service and self-service. Part of the meal is
served to the customer seated at the table and other part customers collect
by themselves e.g. breakfast service.
Types of Assisted service
There are two types namely:-
i. The carvery
ii. The buffet
THE CARVERY
Part of the meal served to seated customer and other part collected by
customer.
Carvery restaurant essentially offered three course meals at set price.
First course and dessert are served by the waiter.
The main course is selected from a carvery counter and customers
serve themselves although aided by a chef.
The carvery counter may be a straight line, circular or U-shaped.
A selection of hot meat, veges, potatoes, sauces and gravies are set on
carvery counter.
To maintain food temperature the counter consists of a series of hot
plates, containers and overhead heat lamps.
It is mainly found in hotels, private restaurants, steak houses and pubs
and also used for special function catering.
PAGE 177
Is a method of food service which is a modification of true
self- service.
It is a food service arrangement in which foods are attractively
displayed on tables.
Customers collect a plate from one end of the table and move along
the table helping themselves to the foods of their choice.
Types of buffet
a) Fork or sit down buffet
For this kind of buffet, tables are laid with cutlery and
crockery.
b) Finger buffet
For this kind of buffet most of the food is kept to fairly
small mouth sized pieces and little or no cutlery is
provided.
A few courses like the appetizer and soup may be served at the table
by the waiter.
It enables a large number of people to be fed in a given time with less
staff requirement.
Compared to other types of service, the buffet service have higher
food cost. (because of display of large quantities of food, several and
garnishing)
Higher food cost and kitchen labour cost can be offset by lower
restaurant labour cost.
Reasons why a caterer may offer a buffet
i. To clear slow moving stock.
ii. Incase of having very low waiting staff.
iii.To speed up the service.
iv. To provide variety of meals with differing tastes and flavour.
v. To show his workmanship.
Advantages of buffet
i. Varieties of dishes are provided.
ii. Few staff members are required.
iii.Service is faster.
iv.Customer serve the food he or she wants.
PAGE 178
v. The customer serves the food he or she can finish.
vi.Foods are attractively set on the table.
Disadvantages of buffet
i. Requires a lot of equipment.
ii. Can quickly lose its attraction if not kept replenished and fresh.
iii.Customers get less personal attention than with table service.
here
SELF-SERVICE
This is the simplest food service method.
This method may be described as those operations in which the
service staff do not come to the table and serve customers their meals.
Customers select their own food, cutlery and carry them to a dining
area themselves.
It can either be completely self-service (customer does portioning and
service) or aided self-service (counter staff help in portioning and
service).
This method is preferred due to its speed in operation and economy.
Essentially it consists of service counters well-arranged displaying the
food to customers so as to make choices in advance.
The counter(s) are made up of various heated and refrigerated units
for displaying food and beverages.
Cafeteria is the main method of self service.
Types of cafeterias
i. COUNTER (traditional cafeteria)
In this type of arrangement consist of straight line of counter.
Customers enter at one end; they pick up a tray and pass along the full
length of the counter selecting menu items on the way and loading
them on the tray.
The counter may be fitted with tray rail running the full length of the
counter.
The service counter and dinning area are separate.
The payment of menu items selected is at the end of the line where the
cashier is seated.
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Factors influencing the rate of flow through counters
i. The variety of choices offered.
ii. Customers’ familiarity with cafeteria layout.
iii.The speed of the cashier.
iv.The length of the line of customer
ii. THE FREE-FLOW CAFETERIA
This type of cafeteria design is also called hollow-square.
Have separate counters for hot or cold foods.
Selection as in counter but in food service area, customers move at
will to random service points.
After customers food selection, they exit through a till point (cashier)
for payment of selected menu item.
Beverages section may either be placed in the centre of service area or
in the dining area.
This method is appropriate to serve large numbers of people that
arrive together in service area.
Can also accommodate a call-order bar.(grilled and fried item are
cooked to order)
iii) ECHELON
This type of cafeteria may also be referred to as “saw-tooth
arrangement”
Food stations or counters are positioned at an angle.
Have a series of counters at angles and this may be hot or cold foods.
Customer flow within a free-flow area, select their food item and exit
via till point.
Can also accommodate a call-order bar.
iv) THE CAROUSEL
This is called “round about server”.
This consists of a number of rotating shelves at different heights and
rotates at one revolution per minute.
Food is passed from the kitchen to a plating table on the server side of
the carousel from which the carousel is fed with hot or cold pated
foods.
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Example of carousel layout
i. Bottom shelf accommodate cold foods (salads, desserts, cold
meats) and is usually pre-cooled by refrigerator element
ii. Middle shelf accommodates hot foods.
iii.Above shelf accommodates bread rolls, butter etc.
Trays, cutlery, napkins and beverages are separated from carousel and
kept in a dispenser.
The carousel unit consist of a number of server areas where the
customers remain stationery, taking his choice meal from revolving
carousel, and place it on a tray.
Payment is made to the cashier(s) on the restaurant side of the
carousel.
Factors influencing the rate of flow through carousel
i. The range of dishes offered.
ii. Familiarity with carousel arrangement.
iii.The rate at which shelves are refilled by operator at server
side.
v) SUPERMARKETS
These are island service points with a free-flow area.
Customers select food items and pay at till point near the exit point.
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These operations aim to achieve volume of sales by offering low-to
medium-priced
Foods especially snacks and quick meals.
There is faster service of meals especially between time customer
places order and the time they receive their meals.
The customer may either take the food out of the take away
(premises) or consume it on the premises.
Also provide seating area for food consumption.
They should be located in a busy street, high streets and main
shopping centre as they depend on passing trade and their aim is to
achieve high rate of customer turnover.
Types of take away
a) Hatch or counter or snack stand.
Customer orders and are served from a single point.
Payment for food ordered paid at the same single point.
The food is either taken on or off the premises.
Hatch - an opening in a wall between two rooms especially
kitchen and dining room through which food is passed to
customer.
b) DRIVE – THRU
This is a form of take-away where customers drive vehicles past
order, payment and collection point.
Customers order their requirement from a menu board which are
transmitted usually via microphone, at the entrance of the drive in.
The meal item is taken off the drive-thru.
These are fully computerised system and allow a rapid through put of
customer.
Parking not provided.
c) FAST FOODS
This is a type of establishment offering limited range menu fast
service with take away facility.
ii. VENDING
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Provision of food service and beverage service by means of automatic
retailing or electronic cafeteria.
The machine provides the customer with products they require in
exchange for some form of payments, coins, credit cards etc.
Types of market for vended products
There are numerous and may be grouped into three namely:-
i. General market
Whereby vending machines and their products are situated into areas
where general public has big access e.g leisure centres (cinema and
theatre, exhibition, bus terminals, shopping centres etc.)
iii.Institutional market
This includes establishment such as hospitals, schools, prisons, sport
complexes,
universities and colleges.
They also installed in hotels to represent the floor service.
Types of vending machine (range)
The range of vending machine is divided into two main groups
namely:-
i. Beverage vending machines
ii. Food vending machines
Beverage vending machines
Beverage vending machines vend hot or cold drinks from same or
different machines. It may also vend both alcoholic and non-alcoholic
drinks.
Types of Beverage vending machines
i. Hot non-alcoholic beverage machine
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This type of vending machine offers variety of beverage with range of
variations (with sugar , no sugar, different strengths) e.g coffee, tea,
chocolate, soup,porridge etc.
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Types of food vending machines
i. Snack machines
These are ambient temperature machine (no specific temperature) that
dispenses confectionery, crisps, biscuits and other snacks.
Items dispensed in this machine have a relatively long shelf-life and
have no special required temperature.
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g) Operating control - labour saving can be made as once cleaned and
stocked vending machines should require the minimum maintenance
thus reducing labour costs.
Disadvantages
a) Impersonality - vending machine lack the ‘personal touch’ and
some customers will always prefer to be served food and beverage by
a waiter.
b) Inflexibility of the product - limited range of products dispensed
from vending machines.
c) Reliability -coin mechanism may become jammed hence no service.
This has caused major dissatisfaction to customers.
d) Limiting- for large-scale food and beverage service, vending
machines have limitation especially used as a backup facility.
iii) KIOSKS
These are out station that provide food and beverage for peak
demands and are located at specific location e.g industrial catering
kiosks, mjengo etc.
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In some catering situations it is a necessity for the prepared food to be
transported and served directly to the customer (food and drink are
taken to customers)
Example
A patient in a hospital ward.
A passenger on board a plane
An elderly person living at home
Types of specialised service
There are several types namely:-
i) TRAYS SERVICE
This is a method of service of whole or part of meal on tray to
customers in situ
e.g hospitals, aircraft, out door catering etc.
The use of a tray in a food service facility has several purposes:-
i. For transportation of food and beverage from service
counter to the customer.
ii. Used as an aid to portion control e.g aircraft catering,
institutions etc.
iii.Used in the removal of dishes from the places where
customers has dined to dish washing area.
iv. It can be an aid to advertising that is, printing an
establishment logo actually on the tray.
Standard size of tray used extensively is 18 x 131/2 inches (45.7 x
34.3 cm). The size of tray is limited by materials of which is made
from as steel tray larger than 16 inches (40 cm)is too heavy.
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ii. The shape of the tray in relation to the table i.e round,
square or rectangle table.
iii.The cost of the tray with a view to their expected life cycle
(durability)
iv. The purpose of the tray
v. The manufacturer of the tray e.g fibre glass, wood and
whether the trays need to be dishwasher proof.
Types of tray service
The main ones are:-
i. Hospital tray service
ii. Airline tray service
iii. Rail service
Hospital tray service
Development of hospital catering service goes back to the National
Health Act 1947.
Before this Act, all hospital depended on income from patients’ fees,
private donations, proceeds from garden parties e.t.c, all this led
varied service from one hospital to another and service went from bad
to worse.
This Act was made to major service goals namely:-
i. All meals should reach the patient quickly
ii. All meals should look attractively
iii.All meals should have correct nutritional value
This led to growth of American Ganymede tray system (commercial
tray service).
In this kind of service, the likes and dislikes of customer (patient) are
more important as they influence on their menus.
Points to consider when preparing patients meal tray.
i. Customer need as a result of medical condition.
ii. Dietary consideration.
The customer fall under six categories (patients) as below:-
i. Medical - they stay in hospital for long time
ii. Surgical - stay in hospital for a short time
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iii.Geriatric - older people in hospital for treatment and may have
special needs.
iv. Orthopaedic- physically ill and may be unable to move without
help.
v. Maternity - pregnant mothers.
vi. Paediatric -children.
It is important to consider the special needs of each customer as the
different categories require different meal consideration.
The meals in hospitals are pre-ordered.
Once trays are completed are transported to the wards in ambient
cabinets.
Advantages of hospital tray service
i. The patients receive their meals presented appetisingly on the plate
and piping hot.
ii. Labour and administration costs can be reduced.
iii.Time originally spent in the ward ‘plating up’ meals may now be used
for other duties
iv.The patient is able to select the meal required from a given menu.
The menu on which there is a choice is given to each patient the day
before, mark off their requirement for lunch, dinner and breakfast,
menu are then collected and sent to
Catering manager.
Microwave ovens are used in hospital to provide quick re-heating
facilities for food at certain periods.
Airline tray service
The first catering on planes comprised of packed lunch of assorted
sandwiches and a flask of tea.
Airlines now have a catering commissary.
Commissary- term used to cover the catering, cabin requirements,
bonded stores, cleaning and other passenger requirements.
In short distances snack-type meals or sandwiches and beverages are
offered. While in long distances, airline staff have time to give an
extensive service of food and beverages.
This is divided into two:-
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i. Economy and tourist passengers
ii. Business and first-class passengers
Economy and tourist passengers
All meals must be of same size with all portions identical.
The meals are arranged in individual portion containers sealed, chilled
and then stored until required.
The meal is often served on plastic or melamine tray using disposable
place mats, cutlery, table ware, glass ware and serviettes.
There is great use or reliance of pre-portioned foods e.g salt, pepper,
mustard, sugars, cream, cheese, dry biscuits and preserves.
Business and first-class passengers
Food and beverage service is equivalent to that of first class hotel.
There is little portion control.
The service may be such that joints may be carved from carving
trolley as it moves up to the central aisle and it is served with
appropriate garnish and vegetables.
The meal is served on fine bone chine, glassware and silver plated
tableware.
When all the food is prepared, the required quantities of each dish are
placed on trays which
are either put into hot cupboard or chilled. This is kept until being
transported into the plane.
Where necessary, it is re-heated on board the aircraft.
Each airline will supply its own equipment such as table ware, china
and glassware.
High speed ovens heat the meals.
The tray with meal is then given to the passengers on a pull-down
table.
In between the meals; tea, coffee, biscuits and cakes are served
together with cold drinks.
All alcoholic beverages and cigarettes are drawn from the bonded
store on the catering premises.
When aircraft is in the air, service to passengers is done by well-
trained cabin crew.
No cooking is done on a flight.
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Rail service
Food and beverage operation on trains are mainly on convectional
restaurant, kiosk and trolley operation.
For on sleepers limited type of room service is provided.
Food and drink is served on trays to passengers at seats i.e not within
a restaurant car where tables are laid as in a restaurant.
Differences between the Airline and Hospital tray service
Difference Airline tray service Hospital tray service
1. Type of client / Serves customers Serves customers in the
customer mainly on the move i.e Hospital. These are
those travelling by air patients in the hospital
(admitted)
2. Payment for the Payment is inclusive of Payment is inclusive of
food, drink and the air ticket the hospital bill
service
3. Taking order Orders are not taken, it Orders are made from a
is the aeroplane staff to menu list given to them
decide what to offer the the previous day or earlier
customers, they have no in the day depending on
choice. admission
4. Staff The staff are the Airline The staff serving are the
hostess, and sometimes ordinary waiters as in the
the cabin crew restaurant
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This method has to make sure the customer needs are met i.e hot or
cold food etc.
The time required for heat retention in meal is limited by distance of
delivery.
iv) LOUNGE SERVICE
This involves the service of variety or range of food and beverages in
lounge area.
The range involves:-
Service of continental breakfast
Morning coffee
Luncheon snacks
Afternoon tea
Dinner or late evening snacks
Alcoholic beverages
Lounge service is found in hotels, public houses, wine bars and on
ships.
In first class establishments, lounge staff may operate from own
service pantry.
Lounge staff should liaise with stillroom and dispense bar for the
service of all beverages required from this service area.
The lounge staff may have small service cupboard of which basic
stocks may be kept for emergency. This items includes:-
Small linen stock
Assorted glasses
Cups and saucers and tea spoons
Dry goods e.g coffee, tea, sugar.
Check pads, bill pads and stock sheet for alcoholic
beverages.
Salvers
Ashtray
Basic alcoholic beverages (especially when bar is closed)
Example
Spirits
Aperitifs
Wines
Mineral waters
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Brandies
Liqueurs
Soft drinks
Cocktail snacks e.g cocktail cherries, cheese sticks,
peanuts, etc.
Other beverages e.g Bovril, tisanes, cocoa, chocolate
Lounge staff are responsible for the service of:-
i. Morning coffee
ii. Aperitifs and cocktails before luncheon
iii.Coffee, liqueur and brandy after lunch
iv. Afternoon tea
v. Aperitifs and cocktails before dinner
vi. Coffee, liqueur and brandy after dinner
vii. Service of late night beverage both alcoholic and
non-alcoholic beverage
viii. Snacks through out the day
Customers pay cash for service rendered or charged to guests account.
Stock taking should be held at regular intervals
Mise-en-scene activities involves:-
i. Vacuuming of carpets
ii. Polishing of coffee tables
iii.Ashtray are emptied and cleaned
iv. Table positioned correctly
v. Braises polished and its the duty of lounge staff to ensure
the lounge is presentable at all times.
Snacks may be placed on coffee tables for lunch and dinner cocktail.
Tables should be prepared for service of afternoon tea.
Service standards at lounge are supposed to be of high standards.
Lounge staff should be smart, efficient and attentive to guest.
They should have good knowledge of food and beverage service.
v) ROOM SERVICE
It implies serving of food and beverages in guest rooms of hotels.
Guests order food and beverage over the telephone from a room
service menu located in his room.
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It is also called floor service.
The floor service staff or floor waiter or chef detage are responsible
for room service.
It varies from basic ‘in room’ tea and coffee making facilities, to mini
bars, to vending machines on floor, to the service of a variety of meals
in rooms.
In 5-star hotels room service in a 24 hour service where as 2 and 3 star
service may be limited to in room tea and coffee making facilities
with only continental breakfast served in room.
Small orders are served in trays and major meals are taken to the room
on trolleys.
The guest places his order with the room service order-takers to
transmit it to the kitchen.
He prepares the tray or trolley and gets a prepared cheque from the
cashier to take along with the food order for the guest signature or
payment.
Clearance of soiled dishes is done after half an hour or an hour.
This is the most expensive method of food service because of:-
i. Staff for fluctuating demands to provide service.
ii. Lifts for transporting food from kitchen.
iii.Trolleys, tables, trays and heating plate thus a limited
menu selection.
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Breakfast door knob facility is normally kept under pillow.
Types of room service
There are several types namely:-
i. Centralised room service
All food and beverage orders are processed from the main
kitchen(central place) and sent to the room or appropriate floor by a
common team of waiters i.e by lift and then taken to the rooms
possibly in a hot trolley.
ii. Decentralised room service
Service of food and beverage is operated from a floor pantry.
Each floor or a set of floor may have separate pantries to serve them.
Orders are taken at a central point by order-takers who inturn convey
the orders to the respective pantry.
PAGE 195
The bottom portion of the card in detachable and sent to the billing
office for changing to guests account.
The upper portion goes to floor service pantry or central kitchen.
The main differences between laying a tray and table for the service
of breakfast are as follows:-
i. A tray cloth replaces the table cloth.
ii. Under plates are usually left out because of lack of space
and to reduce weight.
iii. There will be no ashtray or table number on the tray.
Disadvantages
i. Room service food and beverage menu is more expensive than
restaurant menu.
ii. Guest in hurry and dependent on a quickly room service
iii. Challenge for the hotel is to ensure that the food is hot at time of
service.
iv. Additional cost of having the staff, space, and equipment.
Assignment
Differentiate between full and partial room service.
Full room service
Full room service means all meals can be served in the guest’s
rooms if required.
Service is offered 24hrs.
Partial room service
Partial room service means only selected meals are served in the
rooms and at certain times.
PAGE 196
ii. Customers buy their food and beverage and then leave the
drive-in to consume them else where.
Waiters (carhops) take customers orders, return with the food placed
on trays (fits in the car door) customers eat their food in their cars,
waiters remove finished tray and payments done direct to waiter.
This is an expensive method of service because of:-
i. Its labour intensive
ii. Distance between food production area and drive-in area.
References:-
1. Brian Verghese (2009); Professional Food and Beverage Service
Management, Macmillan India Limited. India. (pg).
2. Lillicrap Dennis and Cousin John (2006); Food and Beverage
service, Bookpower, (7th edition), London. (pg).
3. Michael Anker and Vinay K. Batta (1987); Basic Restaurant Theory
and Practice, Longman Group UK limited, London. (pg).
4. Andrew Sudhir (1994); Food and Beverage service Training
manual, Tata McGraw-Hill publishing company Ltd, (2nd edition),
New Delhi New York. (pg).
5. Andrews Sudhir (2008); Food and Beverage Management, Tata
McGraw-Hill publishing company Ltd, (1st edition), New Delhi New
York. (pg).
6. Davis B. Et all (2004); Food and Beverage management,
Butterworth Heinemann, (3rd edition) U.k. (pg).
7. Davis Bernard and Stone Sally (1985); Food and Beverage
management, Heinemann Professional Publishing Ltd, (1st edition),
Oxford London. (pg).
8. Sethi Mohini (2008); Institutional food management, New Age
International publishers. (pg ).
9. David Foskett Et all (2003); The Theory of Catering, Bookpower,
(10th edition), London. (pg 392-394).
10. Marzia Magris, Cathy McCreery and Richard Brighton;
Introduction to Catering, Longman. (pg)
PAGE 197
THE FOOD AND BEVERAGE SERVICE SEQUENCE
Food and beverage service sequence is the guidelines how to do
things right from the start to finish in terms of serving the guest,
which is now being followed as standard in hotel and restaurants
industry.
This is a series of service stages from first to the last stage i.e pre-
service tasks, service tasks and post service tasks.
This stage is also called restaurant task or food and beverage
service skills.
This service stages are enumerated as below:-
i. Taking bookings
ii. Preparation for service
iii. Welcoming of diners
iv. Taking customers food and beverage orders
v. Service of food and beverages
vi. Clearing
vii. Billing
viii. Dish washing
ix. Clearing following service
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vi. Carrying glasses
NOTE:-
There are occasions where:-
i. Two service forks may be used e.g omelette, large slices of meat
ii. One service fork e.g thin slice of cold meat, smoked salmon etc
iii.Two fish knives e.g shallow fried and poached fish
iv.One service spoon e.g this includes:-
Powdery or granular e.g parmesan cheese, sugar, croutons
etc.
Liquids e.g gravies and thin sauces
Emulsified sauces e.g mayonnaise, tartar, hollandaise e.t.c
v. Service using ladle e.g soup, sauces etc
Carrying plates
This skill is necessary in carrying plates of pre-plated foods and for
clearing soiled plates.
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Correct clearing ensures speed and efficiency around the table and
creates minimum inconvenience to guest and avoids any possibilities
of accidents.
Correct clearing also allows the stacking of dirties neatly and
correctly on the sideboard with minimum delay.
The correct clearing technique enables more to be cleared in less time
and fewer journeys between sideboard and table hence this speeds up
the service process and allows for greater seats turnover.
When silver serving vegetables and potatoes, at the table an under flat
should be used to hold either one large vegetable dish or a number of
smaller ones.
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Uses of service plate
i. For removing clean cutlery and flatware from the table.
ii. For placing clean cutlery and flatware on the table.
iii.For crumbing down after the main course.
iv.For clearing side plates and side knives.
v. For clearing accompaniments from the table.
Carrying of glasses
There are basically two methods of carrying glasses in the food and
beverage service area
namely:-
i. By hand
ii. On a service salver
Carrying trays
When carrying trays, ensure that they are neatly lined by use of a tray
cloth or tray mats.
Uses of a tray
i. Carrying food from the kitchen to the restaurant sideboards.
ii. Service in rooms and lounges.
iii.Clearing from sideboards.
iv.Clearing from tables (when customers are not at the table).
v. Carrying equipments.
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The waiter should exhibit the following etiquettes:-
i. Attend to guest as soon as they enter the restaurant.
ii. Assist guest to remove warm, heavy coats in winter and help
them on when they leave.
iii.Wish guest the time of the day and welcome them to the
restaurant.
iv. Preferably address them by their names which require
remembering them.
v. Be polite to guest.
vi. Show guest their table and always walk at their pace.
vii. Seating guests:- ladies first descending in age unless the
host is a lady.
viii. Provide extra cushion or special chairs for children
ix. Handing menus and wine list to customers
x. Opening and placing napkins:- open carefully and don’t shake it
like a duster, place it on the customers lap after saying excuse
me to the customer.
xi. When offering water and rolls e.g say excuse me sir or madam
would you like a bread roll?
xii. Remember a guest special dish and remind him that you
know it, ascertain whether he would like to order it again.
xiii. When speaking to a guest, don’t interrupt him if he is
speaking to another guest
xiv. Do not overhear customers conversations
xv. Avoid mannerism such as touching hair or nose picking etc
xvi. Stand erect at all times (in an upright position). A gentle
bow at the time of service is permissible.
xvii. When clearing and serving always say “excuse me” before
serving or clearing and “thank you” after you have finished with
each customer.
xviii. Use terms that customers will understand when explaining
food and beverages items, the term should make the item sound
attractive yet not technical.
xix. Be attentive to guest calls
xx. Talk softly
xxi. Strike a match to enable a guest to light his cigarette.
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xxii. Avoid arguing with service staff and guests in the
restaurant.
xxiii. Carry pencils and pens in the pockets and not behind ears
or clipped in front of the jacket.
xxiv. Desist from chewing gums.
xxv. Present the bill or check to the host discreetly in order to
avoid embarrassing him.
xxvi. Avoid soliciting for tips.
xxvii. Remove tips after the guest has left.
xxviii. Enter and leave the restaurant through the service door
only.
PAGE 203
The first thing to be classified is when the table is required and how
many people they are in the party.
Only when you have established that a suitable table is available then
ask for the following details:-
i. The host name (have it spelt if you are not sure).
ii. The time of arrival.
iii. A contact telephone number.
iv. Any special requirements (e.g special diets, baby chairs,
etc)
v. The total number expected.
Confirm all the details by repeating the name, the day and date, the
time of arrival, the number in the party, contact phone number and the
reservation policy.
Complete the conversation by thanking the guest.
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ii. Mise-en-place tasks or activities ( pre-service tasks)
Mise-en-scene activities
This refers to preparing the environment of the area in order to make
it pleasant, comfortable, safe and hygienic.
For the waiter, the restaurant is the service area and before each
service session, it should be made presentable enough to accept
guests.
The supervisor or team of waiters should ensure the following mise-
en-scene activities have been done:-
i. Carpets are well brushed or hovered.
ii. All tables and chairs are serviceable.
iii.Table lights or wall lights have functioning bulbs
iv. Menu cards are presentable and attractive.
v. Tent cards or other sales materials are presentable.
vi. Doors and windows are thrown open for sometime to air
restaurant. This should be followed by closing the windows and
doors and setting the air-conditioning or heating to comfortable
temperatures.
vii. Exchange dirt linen for fresh linen.
viii. Table cloth and mats are laid on the table
ix. Wilted flowers are discarded and fresh flowers requisitioned.
Mise-en-place
This means “putting in place” and is the term attributed to the
preparation of a work place for ultimate smooth service.
To ensure that the service area or restaurant is ready for service the
waiters make sure that his station has been efficiently prepared for
service.
Also called pre-service tasks
The duties carried out before service commences are many and varied
according to the particular food and beverage area concerned.
For effective operation in the restaurant a supervisor should be in
present for effective monitoring of all pre-service tasks
Duty of supervisor
i) Check the booking diary for reservation.
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ii) Make out the seating plan for the day and allocate customers
accordingly.
iii) Make out a plan of the various stations and show where staff
will be working.
iv)Go over the menu with staff immediately before service is due to
commence.
v) Check that all duties on the duty rota are covered and that a full team
of staff is present.
i. Cleaning duties
This involves the normal day-to-day cleaning of the restaurant and is
mainly done or carried out by the waiting staff covering all items.
The daily cleaning procedures will be designed by the head waiter
responsible for the room
The cleaning includes cleaning of:-
a) Furniture e.g tables, chairs, sideboards and their treatment will
depend on the finish or material used to make them.
Make sure furniture’s are free from food, dust and finger
prints. Pay attention to legs and arms.
Wipe furniture with damp cloth and sanitizing solution.
Check under table and chairs for gums and remove any
gum you find.
Report upholstery stains, burns rips, and tears to your
supervisor.
b) Floor surfaces e.g carpets, parquet flooring, thermoplastic tiles
etc.
c) Wall coverings e.g wall papers, painted walls etc.
d) Curtains e.g heavy drapes, light weight curtains, net curtains etc.
e) Metal work and mirrors e.g stainless steel, brass (brass polish),
wrought iron (aerosol polish + dry dusted. Mirrors are cleaned
with windolene and if neglected-warm water and little ammonia.
PAGE 206
The key note in arranging furniture in a restaurant should always be
symmetry (the exact match in shape and size) i.e not in a haphazard
way. (with no particular order or plan)
Space (gangways) must always be allowed for the free passage of
waiting staff, trolleys etc.
Place chairs so the edge of the seat is even with the table edge.
Diners should not be sitting in position where there may be draught
from an open entrance door or too near to service doors.
iii.Using a trolley
There are two categories of trolleys used in restaurants namely:-
a) Those used for service e.g liqueur, cheese, salad, wine etc.
b) Those used for transport (used during mise-en-place e.g carrying
crockery, cutlery, glassware whether clean or dirty).
Most trolleys have rubber-tyre castors at each corner which permits
steering.
Trolleys must always be pushed as a safe working practice in order
not to damage furniture or inconvenience diners or colleagues.
Trolleys should always be manoeuvred so that the contents of the
trolley may be clearly seen by the diners and service staff should be
behind the trolley or to one side in order to help the diners with his
choice.
Trolleys should have sufficient plates and clean service cutlery.
PAGE 207
Basic rules for clothing up a table
The table on which a table cloth is to be spread, should be first
covered with a baize base cloth, for the following reasons:-
To protect the diners wrist and elbows from the table sharp
edges.
To keep the table cloth firmly in place.
To protect the surface of the table and prevent the rattling of
crockery and cutlery.
To absorb moisture in case liquid spills on the table.
Based on the size of the table, appropriate linen should be used.
There are three types of table cloth used in hospitality industry
namely:-
Cotton
Linen
Damask (best of all)
Table cloths should be laid with minimum handling to keep their
laundry-fresh crisp look.
The centre fold of the table cloth should be in the middle of the table
and all the four edges should just brush the seats of the chair.
v. Laying-up of table
Aim of laying-up a table before service of the meal is to minimise the
need for bringing or changing pieces of cutlery and equipment during
the meal itself.
The table lay-up will be determined by the :-
a) Type of menu or meal being served
b) Practice in individual establishment
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Only the required crockery, cutlery, glassware etc should be placed on
the table.
A table d’hôte cover will normally consist of sufficient cutlery to
cover all the courses offered on the menu.
An ala carte cover will normally consist of a “show plate” , a
serviette, a fish cover, side plate with side knife and a wine glass(es)
Cover - is the space required on a table for laying cutlery,
crockery, glassware and linen for one person to partake of a meal.
- the number of customers expected in a restaurant or dining room
or attending a particular party.
Each cover should be well balanced
The cover on the opposite side should be exactly similar so as to give
a well-balanced look.
Cutlery should always be laid from the inside to the outside of the
cover.
Knives and soup spoons should be placed on the right-hand side of a
cover, while forks should be placed on the left-hand side. Dessert
spoons and forks should be placed on top of the cover. The side knife
should be placed on a quarter plate and kept on the left side of the
cover. The cutting edge of all knives should face to the left.
Water tumbler should be kept to the right of the cover, at the tip of the
large knife
Napkins should be placed in the centre of the cover, in between the
cutlery. Normally during a dinner session, napkins are arranged in
empty water tumblers.
Cruet sets, a butter dish, an ashtray, meal accompaniments and a bud
vase should be placed in between the covers at the centre of the table.
Crockery and cutlery should be spotlessly clean and the glassware
well polished.
Chipped or cracked equipment should not be used. The hotel's
monogram should be visible to the guest.
All cutlery and crockery should be placed about an inch from the edge
of the table so that they are not accidentally tipped over.
vi. Folding serviettes or napkins
There are many forms of serviette fold to be found in use in the food
and beverage service area.
Some are complex in their design while others are simpler folds.
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Reasons why simple folds are better than more complex
The serviette, if folded correctly, can look well and add to the
general appearance of the room.
Are hygienic as they involve less handling.
Entails little time to fold unlike more complex folds
In order to achieve a properly-folded napkin it is essential to have it
well-starched by the laundry.
Examples; corks comb, rose, cone, bishop mitre, boat, candle, triple
wave, etc.
PAGE 210
Place new candles in each candle lamp as needed, or refill lamps
using liquid fuel, make sure that wicks are in good condition.
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Lemon - Segment, wedge or slices.
Types of vases
There are two types of vases used in restaurants namely:-
a) Tall and slim - for longer stemmed bloom.
b) Bowl or posy-rings - for flower heads.
Both types can be made from metals, glass, china and soft stone.
xvii. Briefing
Sets a plan of action and check for the shift.
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ii. Check grooming of staff i.e uniform clean and pressed, shoes, nails
etc.
iii.Take attendance and find out reasons for absenteeism.
iv.Allot job responsibilities.
v. Check turn-out of staff.
vi.Check big five (see that staff are carrying following items i.e waiters
cloth, ball pen, check pad, bottle opener)
vii. Give special instructions like:-
Items not available
Omission or additions to the menu
Price increase
Management policies
Important function
viii. Questioning - ask questions regarding service, menu,
wines etc, to ensure that staff has adequate knowledge.
ix.Train staff.
x. Ask for and solve problems faced by staff on their job.
xi.Correct anyone who was observed to have committed faults in service
when restaurant was last open.
xii. Allot duties for doing mise-en-place for next day.
xiii. Listen and ask for suggestions to increase efficiency.
xiv. Motivate staff
xv. Ask the staff to make a final check of their station and tables;
inspect them personally.
NOTE:-
1) In some establishment members of staff wear white cotton gloves
when carrying out some preparation tasks such as:-
i) Handling linen and paper.
ii) Clothing up tables.
iii) Making napkin folds.
iv)Handling clean crockery, cutlery and glassware.
v) Laying tables.
The gloves help to prevent the soiling of clean service items and
finger marks on cleaned and polished service equipments.
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2) During preparation for service the housekeeping department performs
certain duties in readiness to receiving guests.
This includes the reception area and may involve the following:-
i) Every day, vacuum the carpet and brush surrounding.
ii) Clean and polish doors and glass.
iii) Empty waste bins and ash trays.
iv)Perform one of the following daily tasks, as appropriate: brush
and dust tables and chairs, polish all sideboards, clean and polish
the reception area etc.
v) On completion of all duties, line up table and chairs for laying
up.
WELCOMING OF DINERS
Diners should be made to feel welcomed.
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
They are usually welcomed by head waiters, reception head waiter
who greet and welcome diners on arrival.
Each member of staff plays his own part in creating and maintaining
this feeling.
This is done in several stages as:-
General procedure
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i. Guests must be welcomed from the entrance of the restaurant; they
should not wait by themselves for more than 10 seconds at the
entrance.
ii. 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.
iii.If the reception head waiter is occupied, the head waiter or the
assistant waiter must show the guests that they have been taken into
consideration.
iv.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.
v. 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.
vi.The hostess or the head waiter will accompany the guests to his table
and pull out the chair for him / her to sit.
vii. The head waiter or the assistant waiter will immediately present
himself to the table to show the guests that he
Summary of procedure
On arrival, hold the door open, step aside and allow diners to enter.
Establish a brief eye-contact, smile and pass the time of day.
Offer to take coats, wraps etc.
This guest can further be divided into three broad categories namely:-
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Care must be taken to pick upon any hesitation on the diner’s party
regarding the possibility of there having been a reservation made on
their behalf by one of their number not yet present and taken up in a
friendly manner. (this is a much better approach to greet diners with
the question “have you booked?” even with a smile.)
b) Infrequent visitors
“It’s nice to see you again sir”.........
A tone of voice must be used that indicates that you really mean it.
Avoid using expressions which really say “ I haven’t seen you for a
long time”.
c) Regulars
Develop a suitable style of greeting suited to the restaurant level of
formality to re-affirm to the diner that you recognise that he is a
regular customer such as “good morning or afternoon etc Mr.......,
your usual table?
Escort the diner either to lounge or table by walking in front of them,
guiding the way, making sure that they are following.
Do not leave until you have either handed them over to the sommelier
for aperitifs or the station head waiter.
Its a good practice to mention the name of the member of staff who
will be looking after them e.g “paul will be looking after you, enjoy
your meal etc.
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Care must be taken to use the form “would you like...?” rather tan “do
you want....?”
PAGE 217
How to identify the host
i. Taking control of other guests.
ii. Paying for the meal (primarily to entertain his principal guest).
iii.Placing orders (focus for choices of dish for his principal guests).
iv.Selection of wines (responds or asks for wine list and when waiter
talks to party).
v. Told by head waiter or reception head waiter
vi.Reservation book (name on the previous booking).
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Women
Men
Present the menu from the guest’s right side, using your right hand.
If each guest is ordering individually, it will be necessary to move to
his left before taking the order.
For certain dishes e.g steak, chops, its necessary to enquire the diner’s
preferences as to the degree of cooking e.g rare, blue, medium and
well done.
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choice of spice or hotness), and he repeats the order to all the guests
to make sure that the order is correct.
He affixes his signature and hands it over to his back waiter (station
waiter).
The kitchen needs the order to be recorded showing the number of
portions of each item but the waiter should be able to know what
exact food item each guest ordered (by use of a table plan).
For proper control everything that is written on a check should be
charged.
Should any item be unacceptable to diner or accidentally dropped
during service or returned to the kitchen, then it must be credited by
the cashier through the issue of another check dully authorised by the
head waiter or manager.
Triplicate method
In this method order is taken in three copies. Order is taken, top copy goes
to the supply point (kitchen or supply point) second copy is send to the
cashier for billing and the third copy is retained by the waiter as a mean of
reference during service. This method permits the waiter to have his own
copy for reference.
Duplicate method
In this method order is taken in two copies. Order is taken, top copy goes to
the supply point, and the second copy is retained for service and billing
purposes.
Service with order method
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Order is taken, customer is served and payment received according to that
order e.g bar service and take-away.
Pre-ordered method
In this method, order is placed prior to actual service time e.g
i. Individually e.g room service breakfast
ii. Hospital tray system
iii.Functions e.g weddings
CHECKING SYSTEM
NOTE:
PAGE 221
All check should be legible, when it is an ala carte menu, the prices of
the dishes must be put on the check. Abbreviations may be used when
taking the order as long as they are understood by every one including
the kitchen staff.
NOTE:
Any check or bills which have to be cancelled should have the head
waiter’s or supervisor’s signature on them; so also should checks and
bills which alterations have made on them.
BEFORE AFTER
Name of establishment Name of establishment
1 x Soup
1 x melon
1 x chicken
1 x beef curry
1 x Victoria sandwich
1 x pineapple fritters
2 x coffee
PAGE 222
There are four methods of order taking of food and beverage from
customers. All order taking methods are based up on four concepts:-
i. Triplicate
ii. Duplicate
iii.Service with order
iv. Pre-ordered
Equipments required for order taking and quantity
required
i. Order pad or book and carbon paper - 1
ii. A pen - 1
iii.A waiters cloth - 1
iv. Guest(s)
Materials - none
Methodology
Description of tasks Remarks
i. Prepare service cloth by folding Will assist to hold the
it into a pad order pad into place
while writing
ii. Fill the necessary information in
Safe time or ease of
the four corners of the check pad
work when taking the
before guests arrive
order
iii.When guest arrives, welcome
For courtesy reasons,
him or her and do the necessary
give the guest time to
on him or her and give him few
decide.
minutes to decide on what to
take. (i.e serve water and present
the menu from right hand side)
iv.Now approach the guests i.e For courtesy reason,
from the left hand side and with excuse avoids being a
sideways stance, excuse yourself nuisance to guest.
and ask guests what he or she
will eat. Keep reasonable
distance between you and guest. To kitchen for control
v. On taking the order, it is written purpose as the kitchen
PAGE 223
from top to bottom of the food personnel will know
check (Top to kitchen, second to what is ordered
cashier and third retained by
waiter)
conclusion
always ensure to sign to avoid any problems that may come. Proceed
to the rest of procedures i.e take the top copy to supply point, second
to cashier and serve the customers with their choices.
NOTE: - After every demonstration table and leave your equipments
clean and return i.e clear up.
SPECIAL FOOD CHECKS
In certain instances, it’s necessary to write out special checks. This
includes:-
i. Suivant
ii. Supplement
iii.‘retour’/ ‘en place’
iv. Accident
‘SUIVANT’
This word means ‘the following’ check and shows that one check has
been written out for that particular table.
This happens or occurs where it is necessary to write out more than
one food checks for a meal e.g where a sweet or dessert check is
written out after the first and main course has been served.
Name of establishment
To follow
PAGE 224
An illustration of suivant food check
SUPPLEMENT
When an extra portion of food is required because sufficient or
enough had not been sent from kitchen, a special food check must be
written out headed ‘supplement’.
This means to supplement what had already previously sent (i.e more
food needed).
This food check should be signed by the head waiter or supervisor and
normally there is no charge (N/C) but this depends on the policy of
the establishment concerned.
Name of establishment
Supplement
1 x Fish ( N/C)
PAGE 225
An illustration of supplement food check
‘RETOUR’/ ‘EN PLACE’
Retour means return and En place means in its place
This simply means return food that the customer doesn’t want and
write the alternative.
Where a wrong dish has been ordered and has been sent back to the
kitchen and replaced, a special food check must be written.
If the service is ala carte, the prices of the two dishes must be shown.
‘Retour’
1 x parsley potatoes
‘En place’
1 x Chapati
PAGE 226
Sometimes the waiter or waitress may have an accident in the room
and perhaps some food e.g vegetables dropped. These must be
replaced without any extra charge to the guest.
A check headed “Accident” is written out. It will show the number of
portions of vegetables required and should be signed by the head
waiter or supervisor inName
charge. No charge is made (N/C).
of establishment
Accident
Potatoes ( N/C)
PAGE 227
For control purpose, the top copy may have on it a waiter’s number or
letter.
This should be the number or letter given to the waiter on joining the
establishment.
This identification number should be made known to control
department.
Serial numbers may also be used on each set of food check.
Sometimes the top copy of the food and drink check is made up of a
number perforated slip. These slips are usually teared off with every
order made.
They should have the table number, waiter name, the dish ordered and
price.
Since the duplicate copy acts as the guests slip, the waiter must ensure
that everything ordered, is served and paid for.
In conclusion, as customers may leave without paying, checks should
be used and waiter should be very observant to ensure that no
discrepancies occur.
PAGE 228
Carrot soup 5.00 2
Main meal
Chicken fricassee
Parsley potatoes 60.0 2
Fried kales 0
Desserts
Plain cakes 10.0 1
Fruit salad 0 1
10.0
0
Date: 8/08/20... Sign:
BNK
PAGE 229
There is only one copy of this order and bill combined and this is
retained by the cashier for control purposes once the guest has made
the necessary payment.
PAGE 230
Staff should pay special attention when taking orders for children and
needs to be aware of
the following points:-
i. The availability and choice of children’s meals.
ii. What the children’s meal consists of?
iii.Portion size.
iv. The cost per head.
v. The need to make a special note of any requests, such as no
baked beans.
vi. The need to serve children’s’ first as they often become
agitated when everyone else has been served and their meal is
still to come.
vii. The importance of not overfill cups, bowls or glasses.
viii. Provide children with the establishment ‘give aways’ in
order to keep them occupied, for example, a place mat to be
coloured in. This can also encourage sales.
ix. Always ensure children’s plates are warm rather than hot to
avoid mishaps.
Taking orders for customers with special needs
This involves taking orders from customers with special needs such as
blind or partially sighted, hearing difficulties. In these instances
consider the following:-
i. Where applicable, when taking the order, face the customer so
he sees you full face.
ii. Speak normally but distinctly.
iii.Keep descriptions to a minimum.
iv. Indicate precisely any modifiers that are available with a
specific dish e.g different degrees of cooking available for
grilled steaks.
v. Read back the order given for confirmation.
Room Service Order Taking
PAGE 231
One can order room service in two ways:
i. By “door hanger”
ii. By “telephone”
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:-
i. 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.)
ii. The name of the guest
iii.The number of people
iv. The room number
v. The detailed order of breakfast desired (filled in cases)
vi. A choice of newspaper proposed by the establishment
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:-
i. Room number
ii. Name of the guest
iii.Number of persons
iv. Detailed order
v. Hour the order is take
vi. Service hour
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The service should be fast and discrete. The service procedure is as
follows:-
i. Verify the guest's name on the bill
ii. Knock on the door
iii.Announce "room service"
iv. Remove plastic films from the food
v. Wait until the guest invites the waiter to come in
vi. Express wishes "good morning, good afternoon, good
evening, call the guest by his last name (good morning mister
X).
vii. Ask where to place the tray
viii. List the different food items ordered by the guest
ix. Ask the guest to sign the bill
x. Thank the guest and explain the procedure to take away the
tray
PAGE 233
In some establishment bread rolls and butter are offered as part of the
cover and included in the cover charge.
The service of bread rolls should be carried out while the diners are
‘studying’ the menu (before taking food order).
Butter dishes should be placed on an under plate and garnished if
possible and placed near the centre of the table.
Service of bread rolls:-
Approach each diner from the left, left foot forward.
Hold the bread basket down over the edge of the side plate.
Transfer the bread from basket to the side plate using service
fork and spoon.
Move anti-clockwise around the table, the host last.
iii.Serving water
The timing for serving water differs from one establishment to
another.
In some establishment, water is served in the “American style” as
soon as the diners are seated at the table.
In other establishment water service is delayed until the wine order
has been taken, this avoids the unnecessary of ‘water-glasses’ on the
table.
Iced water is a valuable addition to the meal experience, and it is
appreciated by the guest, although in some establishment it may not
be the practice.
Service of water
a) Collect iced water jug from the sideboard on under plate, on a folded
service cloth on the palm of the left hand.
b) Approach the diner from the right foot forward.
c) Keeping the jug behind diners back and using right hand turn up the
glass.
PAGE 234
d) Make sure diner is aware about serving water move left hand so that
water jug is near glass.
e) Serve water by tilting the water jug, so that base rest on the serviette
on plate. Serve the rest clockwise.
PAGE 235
hand and use your right hand to place the drink from the guest right
side i.e all beverages are served from the right hand side of the guest.
Throughout the meal, if the guest’s glass looks nearly empty, ask if he
or she wants another drink.
PAGE 236
Describing the service provision.
A person charged under the Act will have to prove that reasonable
precautions were taken to ensure that descriptions were not
misleading.
However, the Act also provides the following defence of such a
charge if the description was:-
The result of pure mistake.
The result of information from another person.
The fault of someone else.
The result of accident or other cause beyond the control of the
person concerned.
Misleading but the person charged could not reasonably have
known that.
PRICE LISTS
Under the terms of the price Marking (food and drink services)Order
2003,prices of food and drink must be displayed in a clear and legible
way by persons selling by retail for consumption on the premises.
However, this does not apply:-
Where the supply is only to members of a bona fide club or their
guest.
At staff restaurants or works canteens.
At guest houses where the supply is only to people staying there.
The provisions of the order are:-
i) Price must be displayed so as to be able to be seen by customers
before reaching the eating area.
ii) For self-service premises the list must be at the place where the
customer chooses food and at the entrance, unless it can
otherwise be seen from there.
iii) Both food and drink must be included.
iv)Table d’hôte menu prices must be given.
PAGE 237
v) VAT must be included and service and /or cover charge must be
prominently shown as an amount or a percentage.
How to deal with unforeseen situation, if occur during service
1. Spillage
Its possible that during service of a course of a few drops of sauce or
roast gravy may have fallen on the table cloth. The following steps
should be followed:-
i. Check immediately that none has fallen on the guest being served.
Apologize to the guest.
ii. If some have fallen on guest’s clothing, allow the guest to rub
over the dirtied area with a clean damp cloth. This will remove the
worst of the spillage.
iii.If it is necessary for the guest to retire to the cloakroom to remove
the spillage then his or her meal should be placed on the hotplate
until he or she returns.
iv.Depending on the nature of the spillage the establishment may
offer to have the garment concerned cleaned.
v. If the spillage has gone on the table cloth, the waiter should first
of all remove any items of equipments that may be dirtied or in his
or her way.
vi.He or she should then mop or scrape up spillage with either a
clean damp cloth or a knife.
vii. An old menu card should then be placed on top of the table and
also under the table cloth over the damaged area.
viii. A clean rolled serviette should then be brought to the table and
rolled completely over the damaged area.
ix.Any items of equipment removed should be returned to their
correct position on the table top.
x. Any meals taken to the hotplate should be returned and fresh
covers put down where necessary.
xi.Again apologies should be made to guests for any inconveniences
caused.
PAGE 238
2. If a guest is suspected of having too much to drink the following
steps should be taken:-
i. If prospective client ask for a table and the staff believe the client
is possibly under the influence of drink they may refuse a table,
even though there may be one available.
ii. It is not always possible, however, to recognise a guest who may
prove objectionable later on.
iii.If a guest is suspected of being drunk this must first of all be
ascertained by the head waiter or restaurant manager
iv. The guest should then be asked to leave rather than be allowed to
become objectionable to other guests later on.
v. If the guest has already consumed part of the meal but is not
being objectionable then the reminder of the meal should be
served in the normal fashion,. But the captain must ensure no
more alcoholic beverages offered.
PAGE 239
ii. Stand in such a position that the customer is able to see your
face clearly.
iii.Speak slowly and distinctly.
iv. Describe food or drink items in simple, precise and plain
languages.
v. Seat customers away from possible excessive noise, as this is
most uncountable for customers wearing hearing aids.
vi. In these instances always read back the food and beverage order
received to confirm all requests.
vii. Listen attentively to what is being said to you to ensure
you understand the customers’ requirement.
6. Illness of customers
i. As soon as noticed that a guest is feeling unwell while in the
restaurant, a person in authority should be immediately
informed.
PAGE 240
ii. The person in authority must enquire if the guest needs
assistance. At the same time he or she must try to judge whether
the illness is of a serious nature or not.
iii.If the illness appears to be of a serious nature, immediately call
hospital for ambulance with doctor for primary inspection before
taking guest to the hospital.
iv. If after short period of time, the guest returns and continues with
the meal, afresh cover should be laid and the meal returned from
the hotplate.
7. Returned food
If, for example, a customer suggests that their chicken dish served is
‘off’ or is not cooked, then the following steps might be taken:-
i) Apologise to the customer.
ii) The dish should be removed to the sideboard to be returned to
the abouyer at the hotplate.
iii) The customer should be offered the menu and asked if they
would like another portion of the same dish or prefer to choose
something else as an alternative.
iv)A special check for the new order should be written out: this
shows the dish being returned and what the customer is having
in its place.
v) A fresh cover should be laid.
vi)The new dish should be collected as soon as possible from the
hotplate and served to the customer.
vii) Apologies should be made for any inconvenience caused.
viii) The waiter must ensure that the abouyer receives the dish
being returned and checks it immediately, because it may mean
that the particular dish concerned has to be taken off the menu to
prevent the risk of food poisoning to other customers.
ix)The policy of the establishment will dictate whether or not the
customer is to be charged for the alternative dish.
PAGE 241
8. Unsatisfactory appearance
i) If customers’ appearance does not meet the dress code policy of
the establishment or is likely to give offence to others, then the
customer should be asked to correct their dress to the approved
fashion required by the establishment.
ii) If the customer will not comply with the request, they should be
asked to leave.
iii) If they have partly consumed a meal then whether they
will be charged or not depends on the policy of the house and
the discretion of the head waiter or supervisor.
iv)A report of this incident must be made and signed by the staff
concerned.
CLEARING
This is the progressive clearing between courses.
Normally done from the right side of the guest and waiter moves
clockwise.
Skills for clearing soiled ware for different courses should be
observed i.e starters, main meal, side plates, accompaniments,
desserts, coffee, glassware, ashtray napkins etc.
The ability to clear correctly ensures speed and efficiency around the
table, avoids the possibility of accidents and creates minimum
inconvenience to customers.
It also allows dirties to be stacked neatly and correctly on the
sideboard.
Use of the correct clearing techniques allows more to be cleared, in
less time and in fewer journeys between sideboard and table.
All clearing techniques stem from two main hand positions.
Remember expertise comes with practice – so practice regularly.
Example
PAGE 242
a) Clearing side plates and knives
When clearing use service plate, this means that the waiter has a large
area on which to stack the side knives and any debris.
The side plates are stacked in left hand above service plate and all the
debris in a separate pile and together with the side knives laid flat
upon the service plate.
This is a much safer and speedier method, especially when larger
numbers are involved.
b) Clearing accompaniments
The service plate is also used to clear such items as cruets, cayenne
pepper, pepper mills or other accompaniments which may not already
be set on under plate.
Methods of clearing
i) Manual
This involves the collection of soiled ware by waiting staff and
transportation to the dish wash area or collection and sorting to
trolleys for transportation to the dish wash area.
ii) Semi-self-clear
This involves the placing of soiled ware by customers on strategically
placed trolleys within the dining area for removal by operators.
iii) Self-clear
This involves the placing of soiled ware by customers on a conveyor
or conveyor belt tray collecting system for mechanical transportation
to dish wash area.
PAGE 243
PREPARATION AND PRESENTING THE BILLS
At this point, it is essential that you should be ready to give the bill.
Prepare it or make sure it is ready.
Nothing is more irritating to guests than to be slow in bringing of the
bill.
Generally, bills should not be presented until they are asked for.
Bills should be presented after the service of coffee and waiter should
look out for any signs that the diners are ready for their bills.
Once requested for, collect the bill from the cashier and check that the
bill is correct and all items have been charged for.
Unless bill folders are used, fold the bill into half and turn up the left-
hand top corner and place on a side plate.
When a bill is presented at the table, it is placed in front of the host,
or, if there is no host, place it in the middle of the table.
BILLING METHODS
There are seven basic billing methods. These are:-
Method Description
1. Bill as check Second copy of order used as bill.
2. Separate bill Bill made up from duplicate check and
presented to customers.
3. Bill with order Service to order and billing at the same time
e.g bar or take-away methods.
4. Pre-paid Customer purchases ticket or card in advance,
either in specific meal or specific value.
5. Voucher Customers has credit issued by third party for
either specific meal or specific value e.g
luncheon voucher, tourist agency voucher.
6. No charge Customers not paying – credit transactions.
7. Deferred Refers to, for example functioning type
catering where by bill is paid by organizer e.g
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wedding functions, outside catering
1. BILL AS CHECK
When guest requires the bill, the waiter checks that everything is
entered on the duplicate copy of the food and drinks check and then
totals the bill.
The guest may either:-
i. Pay at the cash desk (cashier) on his way out
ii. Pay cash direct to the waiter who will give any change that is
necessary.
Cashier usually keeps the bill on payment but if a guest wishes to
have a receipt, then a special bill is written out and receipted.
If waiter makes out and presents the bill to guest and it is then paid by
the guest to the cashier on leaving the establishment, then the cashier
will draw up daily summary takings and also an analysis sheet
showing each individual waiter takings.
Control is affected by the control and accounts department marrying
up the checks used to order food and drink from the bars, stillroom
and kitchen against the bills issued by each waiter.
2. SEPARATE BILL
This billing method is usually found running in conjunction with
triplicate checking system.
On receiving the duplicate copy of the food check from the waiter, the
cashier opens a bill in duplicate according to the table number on the
food check.
All the sets of the bill are serial numbered for control purposes.
As checks are received by the cashier from the food or wine waiter, he
or she enters the items ordered on to the bill together with the correct
prices.
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When this is done, the bill and duplicate check are pinned together
and may be placed into a special book or file which has its pages
numbered according to the number of tables in the room.
Further checks are entered on the bill as they come in.
When the guest requests his bill, the waiter must collect it from the
cashier who must first check that all items are entered and priced up.
The top copy of the bill is presented to the guest on a side plate and
folded in half with one corner turned up (concealed).
On receiving the required payment from the guest, the waiter returns
the bill and cash to the cashier who will receipt both copies of the bill
and return the receipted top copy plus any change to the waiter.
The receipted check pinned to, is then removed from the file and put
on one side until service is completed.
Basic differences between duplicate and triplicate billing methods
DIFFERENCE DUPLICATE TRIPLICATE
1. Type of Popular price restaurant, First class
establishment cafes, departmental establishment
stores, where a table usually operating
d’hôte menu is in an extensive ala
operation with possibly a carte menu.
limited ala carte.
2. number of Two Three
copies of food
check
3. The bill The bill is the duplicate The cashier makes
copy of the food and out the bill which
drink check and is made is in duplicate
out by waiter or waitress
4. Payment of The guest may pay the The guest pays the
the bill cashier direct or pay the cashier via the
waiter or waitress waiter who returns
according to the policy of the receipted bill
the establishment and any change to
the guest
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5. at the end of The account slip from The cashier
service waiters’ check pad must completes his or
be handed in together hsr summary sheet
with the cash received. and hands it in
The cashier completes his with any cash and
or her summary sheet and the duplicate bill
hands it in with any cash and checks to the
and duplicate bills and control and
checks to the control and accounts
accounts department department.
PAGE 247
4. PRE-PAID
This happens when pre-payment is required for a specific occasion or
event and allows the organiser to determine exact numbers prior to the
day.
In this case, upon arrival at event one can only receive food or drink
by handling in ones ticket or card.
5. VOUCHER
A customer may be issued credit by a third party, his or her employer,
in the form of a luncheon voucher.
This voucher can be exchanged for like goods, food and non-alcoholic
beverages to the maximum value indicated by the voucher.
Should the goods requested come to less than the sum shown on the
voucher no ‘cash’ may be refunded to make up the difference to the
purchaser.
Should the cost of the goods requested exceed the sum shown on the
voucher, then the customer must pay the differences to the supplier of
the goods.
In the same way vouchers may be issued to a specific value, to be
given in exchange or part exchange for goods or services received.
These ‘credit’ vouchers are then used by the supplier of the goods or
services to claim cash owing from the employer, firm or agency who
issued them in the first instance.
6. NO-CHARGE
This is where no charge is made to the customer receiving the goods
or services.
He or she should be asked only to sign for the goods and services
received and the bill should then be sent to the firm or company
supplying the services.
Sometimes the customer may be required to show some type of
official form or letter authorizing that the service may be offered.
PAGE 248
7. DEFERRED ACCOUNT
In deferred or account billing, a service has been requested by an
individual, firm or company, which has been confirmed and taken
place.
The bill for the total service received is then sent after the event and
will be paid by the organizing person or body.
Payment is related to function catering even.
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ii) Counter-signing spoilt checks
iii) Receiving all unused checks
iv)Maintaining cash floats
v) Preparation of bills
vi)Receiving payments
vii) Producing sales summaries
viii) Banking receipts.
NOTE:-
The cashier is mandated with the overall responsibility of controlling
revenue or sales in most of the food and beverage establishments.
In order to maximise sales (returns or takings) for any food and
beverage establishment, a control system covering all the sales of
food and beverage is essential.
The type of control system used will vary from one establishment to
another.
A control system essentially monitors areas where selling takes place.
The main control methods in use in food service establishments are:-
a) Order taking methods
b) Billing methods.
c) Sales summary sheets/ restaurant analysis sheet or
records of restaurant
sales.
They provide for:-
The reconciliation of items with different
gross profits
Sales mix information
Records of popular or unpopular items.
Records for stock control.
d) Operational statistics (sales mix)
Systems for revenue control
There are four basic methods of order taking, seven billing methods.
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There are basically two approaches to recording and controlling food
and beverage sales namely:-
i. Manual systems
ii. An automated system
i) Manual systems
This involves the following:-
Restaurant checking systems or sales checks or food check
A restaurant checking system is the essential foundation of a system
of revenue control.
One of the simplest steps to take when attempting to establish sales
control procedures is to require that each item ordered and its selling
price is recorded on a waiter’s sales check.
Uses or functions of food check
i. To remind the waiting staff of the order they have taken;
ii. To give a record of sales so that portion sales and sales mixes
and sales histories can be compiled;
iii.To assist the cashier and facilitate easy checking of prices
charged;
iv. To show the customer a detailed list of charges made.
An additional aid is to use numbered checks and control these tightly,
recording all cancelled and missing checks.
It is more common to find duplicate or triplicate checks being used as
an aid to control for the following reasons:-
i. They provide the kitchen, buffet, or bar with a written record of
what has been ordered and issued.
ii. They authorize the kitchen, buffet, or bar to issue the food
and/or beverage.
iii.They provide the opportunity to compare the top copy of the
check with the duplicate to ensure that all that has been issued
has been charged and paid for.
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Problems of the Manual system
PAGE 252
There are various methods or means of making payments for goods or
services received.
They include the following main methods of payment:-
i. Cash
ii. Cheque
iii.Cheque guarantee card
iv. Credit cards
v. Debit cards
vi. Charge cards
vii. Traveller’s cheque
viii. Euro cheques
ix. Vouchers and tokens
CASH
The amount of cash received by the operator or cashier should always
be checked in front of the customer and when change is given should
be counted back to the client and it should be accompanied by a
receipted bill.
Any ‘notes’ received by the operator (cashier) should always be
checked to ensure they are not forgeries.
CHEQUE
Payment by cheque should always be accompanied by a cheque card.
The operator (cashier) receiving the cheque should check the
following points- to ensure that the cheque is:-
i. Dated correctly.
ii. Made payable to the correct firm or company.
iii.Filled in with the correct amount.
iv. Signed by the person indicated on the cheque.
v. The signature is the same as on the cheque card.
vi. The bank code is the same as on the cheque card.
vii. Is valid i.e it has not expired in relation to the dates
indicated.
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CHEQUE GUARANTEE CARD
It indicates that the bank concerned will meet the cheque payment.
This will be the case even if the person writing the cheque has
insufficient monies in his or her account.
Some credit and debit cards also can act as a cheque guarantee card
e.g Barclays card
CREDIT CARD
On receiving a credit card, the operator or cashier should check that it
is still valid.
A voucher is then made out and the appropriate details filled in.
The customer is requested to sign to the voucher after which the
operator is supposed to check the signature with that on the credit
card.
The customer receives a copy of the voucher as a receipt.
Validity of the credit card is checked by passing it through as
electronic machine.
DEBIT CARD
Used in a similar way to a credit card which results in the amount due
being immediately deducted from the customer bank accounts
CHARGE CARDS
The customer is normally involved once a month for all services
rendered during that month.
The account must then be paid up in total and no credit is allowed e.g
American express cards.
TRAVELLER’S CHEQUES
May be issued by either your travel agent or bank in the travellers
own country e.g in dollars, Kenya shillings etc.
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They must be signed once when being issued and again when used to
pay for something or when exchanging for cash.
The rate of exchange will be that at the time of transaction.
All travellers’ cheques come in different values which are guaranteed
as long as the two signatures match.
When a payment is made by travellers cheque the customer must:-
i. Be asked to date the cheque
ii. Make them payable to the establishment required
iii.Sign the cheque or cheques for a second time in the
appropriate place.
The cashier will then:-
i. Match the two signatures
ii. Ask for other identification to check the two signatures
against e.g passports, I.D card etc.
iii.Give change where needed in the currency of the
traveller’s cheque.
EURO CHEQUE
Are cheques issued by banks for use in other countries. When used for
payment, they should be accompanied by a cheque guarantee card.
Payment is then as for a normal cheque.
VOUCHER AND TOKENS
Vouchers e.g luncheon vouchers, may be offered in exchange for food
in those
establishments accepting such vouchers.
Vouchers have an expiry date.
Tokens might be exchanged for specific meals or for certain values.
If food purchased is more than the value of the token then the
differences is again paid in cash.
No change can be given for purchases valued at less than the token
being exchanged.
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DEALING WITH DISCREPANCIES
When dealing with cash, do not allow anyone to disrupt you while
dealing with a transaction or get involved with the counting of money.
Always:-
i. Double check cash receipt before placing it on the till and
change before giving it out.
ii. If you make a mistake always apologise and remain polite. If
you feel you cannot deal with a situation gain the assistance of
your supervisor or manager.
iii.Notes should be checked for forgeries and if they are found to be
fake, they must not be accepted. Explain to the guest why you
cannot accept them and advice the guest to take them to the
police station.
iv. If credit card fraud is suspected, the card should be retained at
the request of the card company and suggest to the customer that
they contact the company to discus the matter.
ACCOUNTING FOR BILLS
In order to prevent fraudulent mis-use of bill, or acquiring food for
personal consumption etc, a strict control of all waiters’ bills and
other stationery must be exercised.
Waiters should have own letter or number allocated to him then the
bill books or check pads issued to him will normally be recorded by
head waiter.
No spoiled bill may be destroyed but must be marked “cancelled” or
“void” and sent to cashier with his summary sheet or slip at the end of
shift.
SEEING THE GUESTS LEAVE OR DEPARTURE ATTENTIVENESS
Assist the guests departing by moving their chairs for them, collecting
their personal belonging (not forgetting coats, hats and bags).
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If you are too busy, at least acknowledge their departure with a nod
and a smile.
Wish your guest “good afternoon” and thank them for coming. If you
know their name, use it: “good afternoon Mr. Benice. We look
forward to seeing you again soon”.
DISH WASHING
This involves the washing of soiled ware. It’s normally done in the
wash up area.
There are several methods of dish washing namely:-
i) Manual.
ii) Semi-automatic.
iii) Automatic conveyor.
iv)Flight conveyor.
v) Deferred wash.
i) Stripping of tables
At the end of the lunch service, tables should be stripped off of all
items. If linen colour, is not changed for dinner, slip clothes will be
used where necessary but only changed if heavily soiled.
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All items of food on sideboards, buffet, trolleys e.t.c must be returned
to the kitchen or service area for proper hygienic storage at the end of
service and handed over in a proper manner to the person responsible.
Proprietary sauces, mustard e.t.c will be cleaned and prepared for the
following service.
iv)Cleaning operations
Cleaning beneath tables will be done (to remove debris, crumbs) but
this depends with floor e.g hard floor- sweeping, carpet-vacuuming.
v) Re-clothing of tables
Fresh linen is used where table layouts are to be changed or one used
is heavily soiled or where different colour linen is used for different
time of service.
vi)Re-laying of restaurant
This is done at the end of service for the next meal. This has to be
completed before staff go off duty.
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Check all the sideboards/workstations are completely empty.
Hotplates should be switched off and the dirty linen compartment
emptied.
Clear down the bar top, put all the equipment away and wash and
polish used glasses.
Put away all equipment that has been used.
Empty and clean trolleys and return them to their storage places.
Empty the liqueur trolley. Return stock to the bar storage and restock
the bar from the cellar.
a) Headwaiter or supervisor
i) Ensure gas and electrical appliances are switched off and plugs
removed from sockets.
ii) Return any special equipment to the appropriate work area.
iii) Secure all windows and check fire exits.
iv)Check that all tasks are completed in satisfactory manner before
staff complete tthir shift.
c) Bar person
i) Wipe down all working surfaces.
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ii) Ensure that all equipments is washed, dried and put in correct
place for future use.
iii) See that all glassware is washed, rinsed, dried and stored
correctly.
iv)Empty the bottle trolley and waste bins.
v) Place surplus oranges/lemon slices on to plates and cling film
and store in chilling unit.
vi)Sweep and mop the floor.
vii) Return the liqueur trolley to the bar.
viii) Drain the glass-washing machine.
ix)Turn off the chillers’ lights.
x) Complete the control system.
xi)Replenish bar stock.
xii) Make the bar secure.
xiii) Check area of responsibility with head waiter/supervisor.
d) Stillroom staff
i) Ensure the correct storage of such items as bread, butter, milk,
teabags and ground coffee.
ii) Wipe down all working surfaces.
iii) Clean and tidy the stillroom fridge and check its working
temperatures.
iv)Check that all equipments is left clean and stored in correct
place.
v) Left over food to be placed into clean containers and stored
correctly.
vi)All surplus accompaniments to be stored correctly in proprietary
jars and their lids to be wiped down.
vii) Switch off applicable electrical appliances.
viii) Make sure all carrying trays are wiped and stacked
correctly.
ix)All surplus teapots/coffee pots etc. to be stored in the
appropriate storage area.
x) Check area of responsibility with the head waiter/supervisor, or
the person taking over the area, prior to leaving.
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i) Turn off the electricity supply to the hot-food and cold-food
counter.
ii) Clear the hot-food and cold-food counter and return all leftover
food to the kitchen.
iii) Turn off the power supply to the oven at the wall.
iv)Clear the oven of any remaining food.
v) Important: write down on the day sheet the number of portions
of each type of regenerated meal that is left over as waste. This
exercise is essential for portion control monitoring and gives an
indication of the popularity or otherwise of any particular dish.
Hand in the daily sheet to the supervisor who will then prepare a
consumption sheet to show what was taken out and what is now
left. This will then be entered into the sales analysis book.
vi)Clean and dry all service utensils that have been used during the
course of the day in hot food preparation and service.
vii) Return all cleaned and dried service utensils to the
appropriate storage places.
viii) Check the stock of plates needed for the next day’s service
of food.
PROVIDING SERVICES
The food and beverage operator is under no specific requirement to
serve anyone unless the food and beverage operation is within an
establishment covered by the Hotel Proprietors Act (HPA) 1956 and
the customers seeking food and beverage service provision are
resident in the hotel.
Reasons for refusal to provide service
i) There is no space left on the premises.
ii) The person is intoxicated.
iii) The person is under the influence of drugs.
iv)The person does not comply with the dress requirements of the
operation.
PAGE 261
v) The person is unable to pay the admission charge.
vi)The person is a known troublemaker.
vii) The person is an associate of a known troublemaker.
viii) The person is under legal minimum age for licensed premises or
does not comply with an age policy set by local management.
Under the licensing Act 2003, the licensee has the right to refuse any
person who is drunk, violent, quarrelsome or disorderly and the police
may be brought in to assist.
CUSTOMER RELATIONS
This is concerned with the conditions staff work under which may
assist or prevent good standards of interpersonal skills maintained.
In order to develop and maintain good customer relations, the
supervisor must have the ability to:-
Recognise the symptoms of deterioration in customer relations.
Minimise the causes of customer relations problems.
Symptoms of customer relations problems
i) Increasing complaints about product/staff.
ii) Increasing accidents.
iii) Mistakes by staff in orders.
iv)Customers arriving without prior bookings being noted.
v) Arguments between staff.
vi)Poor staff morale.
vii) Breakages or shortages of equipment.
viii) High turnover of staff.
Factors affecting customer’s enjoyment of a specific meal experience
i) Welcome, decor and ambience of the establishment.
ii) Level of efficiency shown.
iii) Location of the table.
PAGE 262
iv)Presentation and cleanliness of the menu and drinks list.
v) Order being taken – recognition of the host.
vi)Availability of dishes or items.
vii) Speed and efficiency of service.
viii) Quality of food and drink.
ix)Courteousness of staff.
x) Obtrusiveness/attentiveness of staff.
xi)Other customers’ behaviour.
xii) Method in which complaints are handled.
xiii) Method of presenting the bill and receiving payment.
xiv) Departure attentiveness.
The supervisor is responsible for minimising potential customer
relations problems.
COMPLAINTS HANDLING
Food
The complaints about food may relate to hot food being cold, size of
portion, degree of cooking, quality of food etc. the responsibility for
these lies with the chef.
So far as possible, the waiter should make every effort to handle the
complaint himself, have the food re-heated, and then inform his head
waiter, who may decide to take any action necessary.
Should the complaint be of a nature beyond the scope of the waiter e.g
size of portion etc, then the head waiter should be informed
immediately.
Service
Complaints about service can be either about quality of service or
speed of service.
PAGE 263
A complaint about delay in service if due to kitchen, should be
referred to the head waiter immediately
Where delay in service can be anticipated due to any other
circumstances, a waiter should tactfully inform the diners of a
possible delay, which may avoid a complaint later, as some diners
may be in more of a hurry than others.
Staff
Complaints about behaviour or attitude of staff will normally be made
either verbally to the head waiter or in writing to the management.
It is therefore in the interest of all waiting staff to develop a manner in
dealing with customers which will not cause offence in any way.
Facilities
Most complaints about facilities will relate to the state of or
provisions in the toilet facilities, and any such complaint should be
directed to the head waiter for immediate action.
PAGE 264
iv)Take appropriate action
Explain to the guest how you are going to resolve the situation.
Excuse yourself and tell the guest when you will return.
Call a manager immediately to talk to the guest. Let the manager
know what you have done to solve the problem.
REFERENCES
1. Lendal H. Kotschevar, Valentino Luciani (2006), Presenting Service:
The Ultimate Guide for the Foodservice Professional, John Wiley
& Sons Inc.
2. Anthony J. Strianese, Pamela P. Strianese (2002), Dining Room and
Banquet Management, Thomson Delmar Learning.
3. Joseph Houston, Neil Glenesk (1982), The Professional Service of
Food and Beverage, Batsford technical Ltd.
PAGE 265
4. Ann Bulleid (1996), Serving Food and Drink: Table & Function:
Student Guide, Nelson Thornes.
5. Axler, Bruce H., Litrides (1990), Carol Food and Beverage Service,
John Wiley & Sons.
6. Casado, Matt A (1994), Food and Beverage Service Manual, John
Wiley & Sons.
7. Lillicrap Dennis and Cousin John (2006); Food and Beverage
service, Bookpower, (7th edition), London. (pg).
8. Andrews Sudhir (2008); Food and Beverage Management, Tata
McGraw-Hill publishing company Ltd, (1st edition), New Delhi New
York. (pg).
9. Davis B. Et all (2004); Food and Beverage management,
Butterworth Heinemann, (3rd edition) U.k. (pg).
10. Verghese Brian (2005); Professional food and beverage
service management, Macmillan limited, India. (Pg 41-50)
11. Anker, Michael (1987); Basic restaurant theory and practice,
Longman Group, U.K.
12. Food and Beverage Training Program (Student’s manual) for
Livelihood up gradation and development of youth in the hospitality
sector.(2008). Aga Khan Foundation.
13. Oguz Benice, Food and beverage operations, student manual
PAGE 266
BEVERAGES
Comprises of all drinks either alcoholic or non-alcoholic served to a
customer.
There are two categories namely:-
i) Non-alcoholic beverages
ii) Alcoholic beverages
NON-ALCOHOLIC BEVERAGES
These are beverages that don not contain any alcohol content that are
served to a guest.
There are two categories of non-alcoholic beverages namely:-
i) Dispense bar non-alcoholic beverages
ii) Still room beverages
AERATED WATERS
These are beverages that are charged or aerated with carbonic gas.
PAGE 267
The charging with carbonic gas imparts the pleasant effervescent
giving the characteristics of that beverage (having or producing
bubbles).
The flavourings found in different aerated waters are:-
i) Soda water - colourless and tasteless.
ii) Tonic water - colourless and quinine flavoured.
iii) Dry ginger- golden straw coloured with a ginger
flavour e.g stoney,
Ginger ale (stoney golden straw coloured and
ginger flavoured).
iv)Bitter lemon - it is pale, cloudy coloured with a sharp
lemon flavour.
Other flavoured water which come under this are:-
Fizzy lemonades e.g sprite (lemonade).
Coca-cola brands.
Orange e.g fanta (orange, citrus, black currant).
PAGE 268
Mineral waters are those waters occurring naturally in various
countries some being still and others gassy and are impregnated with
mineral salts found in the soil.
The gassy ones all contain carbonic acid (carbonic gas in solution)
and this can occur naturally or artificially introduced.
Many people drink this water for medicinal value or properties due to
the presence of the mineral elements found in them.
Many of the best known mineral waters are bottled at the spring
without any additions or treatments other than filtration to remove
iron or sulphur and the addition of carbonic gas i.e carbon dioxide.
Naturally mineral waters contain mineral salts and have been proved
to be beneficial to health.
They are usually classified according to their chemical properties and
this includes:-
i) Alkaline waters
These are the most numerous of all the mineral water. It is said they
help in the treatment of gouts and rheumatism e.g Malvan, Perrier.
We also have bottled waters which are not necessarily natural mineral
waters but have been filtered, treated and enhanced with some
minerals e.g magnesium sulphate, potassium chloride, sodium
chloride, calcium etc.
PAGE 269
Glasses used for service
i) Slim Jim tumblers.
ii) Paris goblets.
NOTE:- the above glasses are used when water is served on it’s own.
SQUASHES
These are waters that have been sweetened, coloured and flavoured.
They are refreshing drinks which have no much nutritional value
other than calories (energy) gotten from sugar used to sweeten this
drink.
They are also preserved using preservatives which are not good to our
health.
They are served:-
i) On their own.
ii) Mixed with spirits or cocktails.
iii) Used as a base for such drinks as fruit cup.
Some of these drinks will be:-
Orange
Lemon i.e Flavouring
Lime
Grape fruits
Service of squashes
a) Service from the bar
A measure of squash is poured into a tumbler or 34.08 cl short-
stemmed beer glass containing ice.
This is topped up with iced water or soda siphon (aerated water).
The glass is decorated at the edge with a slice of a fruit where
applicable.
Drinking straw is placed into drink and served to the glass.
PAGE 270
They include:-
Tumbler or 34.08 cl short-stemmed beer glass containing a
measure of squash.
Straws.
Jug of iced water.
Small ice bucket and tongs.
Soda siphon (aerated water).
Coaster (to place the glass in the lounge).
Service
At a side tbable in the lounge, the coaster would be placed down first,
then place glass containing the measure of squash on the coaster.
Ask the guest whether he would like the iced water or aerated water to
be added.
The drinking straws would be placed in the glass at the last moment if
required.
It may be necessary to leave the iced water and ice-bucket on the side
table for the guest but be left on an under plate.
FRUIT JUICES
These are extracted liquids from fresh fruits and they are highly
nutritious.
May be extracted in the bar with juice extractor or from the stillroom
(blender, pineapple and orange extractor).
Many types of fruit juices held in stock in dispense bar are either
commercially bottled or canned or freshly made and this will depend
on the policy of the establishment.
Examples
i) Canned or bottled juices
Orange juice
Pineapple juice
Grape fruit juice
Tomato juice etc
PAGE 271
Lemon juice
Passion juice
Grape fruit juice
Pineapple juice etc.
Service
All juices should be served chilled in a 14.20 cl goblet glasses i.e
mostly used when you are promoting the beverage or when serving
breakfast.
Can also be served in a wellington glass or water tumbler.
SYRUPS
This is a concentrated sugars and flavours (i.e. liquid and sugar heated
together and becomes concentrated and flavouring gotten from
fruits).k
Main use of these concentrated, sweet fruit flavouring is as a base for
cocktails, fruit caps or mixed with soda water as a long drink.
Examples
Name Flavouring Colour
i) Grenadine Pomegranate Red
ii) Cessis Black berries Purple
iii) Citron Lemon Yellow
iv)Gomme Sugar Colourless
v) Prombaise Raspberry Red
vi)Cerise Cherry Red
STILLROOM BEVERAGES
PAGE 272
ii) Coffee.
TEA
Discovered 5000 years ago when leaves from tea bush accidentally
dropped in to some boiling water and delicately flavoured the liquid.
It was originally drunk for its medicinal benefits but now consumed as
a delicious beverage.
Tea is derived from the leaves and bud shoots of the tea plant. The
best tea consists of shoots.
Tea leaves are plucked and dried in a special process.
Tea itself has littler nutritive value i.e contributes fluoride to the diet
which aids in muscle relaxation and stimulation of central nervous
system.
Tea contains a stimulant called tannin which plays an important role
in the provision of colour, aroma and flavour of the tea. Tannin
makes the tea bitter when brewed too long.
Tea is produced from the leaves of the tea plant in two main types:-
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ii) East Africa- (Malawi, Tanzania, Zimbabwe) produces good
quality tea which is
bright and colourful and mostly used for blending
purposes.
iii) Kenyan tea - Produces bright and colourful teas with reddish
or coppery tint and
with a brisk flavour.
iv)Indian - Largest tea producer in world. Has two types:-
a) Strong and full-bodied tea
b) Delicate mellow tea
- This two used for blending purposes.
v) Indonesia - Tea produced here are light and fragrant with bright
colouring when
made and are used mainly for blending purposes.
vi)Sri-lanka - Teas here are inclined to have a delicate, light lemon
flavour.
PURCHASING TEA
They include:-
i) The volume of production
ii) Type of establishment
iii) Type of clientele
iv)The occasion
v) Method of service
vi)Storage facilities available
vii) The cost
Means or ways of purchasing tea
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- Tea bags come in one cup, two cups, pot for one, or
bulk brew for
2-4-8 pints.
iii) String and tag - Come one cup bag with a string for easy
removing and identification
(tag remains outside cup/pot).
iv)Envelopes - has a string and tag but in an envelope for hygienic
handling (good for
in service operations)
v) Instant - instant tea granules. Made from an infusion of tea
that has been either
freeze dried or spray dried then dried product is then
packed in air tight containers.
vi)Pods - these are specially designed individual portions of tea
that are used in
proprietary tea and coffee makers. Each pod makes
one portion of tea and the pod is then disposed of.
THE BLEND
STORAGE OF TEA
Tea should be kept:-
i) In a dry, clean and covered container (for hygienic purposes and
dust)
ii) In a well ventilated room ( to get rid of stale air in room).
iii) Away from extra or excess moisture (become stale and
loose flavour).
iv)Must not be kept near any strong smelling foods as tea absorbs
strong odours.
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Making of tea
i) Heat the pot before putting in the dry tea so that the maximum
heat can be obtained from boiling water.
ii) Measure the dry tea and freshly drawn cold water.
iii) Use freshly boiled water.
iv)Make sure water is boiling on entering the pot.
v) Allow it to brew 3-4 minutes to obtain maximum strength brew.
vi)Remove tea leaves at end of this period.
vii)Ensure all the equipments used are scrupulously clean.
Types of tea
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ii) China blend (green tea)
Made in china pot on it’s own or may be improved by addition of a
slice of lemon or the lemon slices can be offered on a side plate with a
sweet fork.
Sugar can be offered but it’s rarely served with milk.
iv)Iced tea
Made with a cold infusion of tea previously made.
Make a strong tea, strain it, then chill, serve in a tumbler glass on a
doily covered side plate with a tea spoon.
Slice of lemon may be placed on the glass or on side plate as Russian
tea.
vi)Speciality teas
a) Asam tea - this is a type of a special tea with strong malty taste.
It’s suitable for breakfast and can be served with milk.
b) Darjeeling tea - can also be called champagne tea. Has a grape
fruit flavour. It’s a delicate tea with a light grape flavour, served in
afternoon or evening tea with lemon.
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c) Earl grey tea - it’s a blend of Darjeeling and china tea. It is
flavoured with oil of bergamot (kind of celery. Usually served with
milk or lemon.
d) Jasmine tea - this kind of tea gets its name from the method
used to dry the type of tea used. Made from green tea which has been
dried using jasmine blossom. It has a fragrant and scented flavour.
e) Lapsang souchong - it is a smoky, pungent and perfumed tea
usually served with lemon to counteract the smell of the perfume.
f) Sri-lanka tea - pale golden with a good flavour served
with lemon or milk.
vii) Tisanes
These are fruit flavoured teas and herbal infusions which are used for
medicinal purposes.
They don’t contain caffeine or tannin. Made in china pots or
individual cups. Sometimes served with sugar.
Examples:
Herbal teas
Camomile
Pepper mint
Rose hip
Mint
Fruit teas
Cherry
Lemon
Black currant
Mandarin orange
NOTE:- Tea unlike coffee is invariably left on the table for guest to help
themselves and a jug of hot water is always served with which to
correct the strength of the brew to personal tastes.
COFFEE
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Coffee is an infusion of ground, roasted beans of the coffee plant.
Coffee plant is an evergreen plant 2-3 metres high whose fruit or
cherries or beans are used to make the coffee beverage.
The most common coffee species are:-
i) Coffee Robusta
ii) Coffee Arabica
Purchasing coffee
Companies who sell coffee have their own blending experts whose
task is to ensure that the quality and taste of their particular coffee
brand is consistent, despite the fact that the imported beans will vary
from shipment to shipment.
Types of roasting or common degrees of roasting
The grind
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Roasted coffee must be ground before used to make the brew. Coffee
is ground to different grades of fineless suit the many different
methods of brewing i.e equipments used.
The following are the suitable grinds for the different types of
equipments:-
Storage of coffee
Some tips for storing coffee:-
i) Store in a well ventilated room.
ii) Use an air-tight container for ground coffee to ensure that oils do
not evaporate, causing loss of flavour and strength.
iii) Keep coffee away from excess moisture.
iv)Do not store near any strong smelling foods or other substances, as
coffee will absorb their odours.
Making coffee
There are many methods of making coffee. Coffee being may be
purchased, ground according to the requirement or may be bought
already ground.
If bought ground they may be packed in a vacuum packed packet.
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vi)Infusion time must be controlled according to type of coffee used and
method of making.
vii) Control the temperature since to boil coffee is to spoil coffee.
viii) Strain and serve.
ix)Offer milk (hot or cold) or cream separately and sugar and
alternatives.
x) The best serving temperatures are 82°C for coffee and 68°C for milk.
2. Flat coffee
All points of weak coffee.
Coffee left in urn too long before use or kept at wrong
temperature.
Dirty urn or equipment.
Water not fresh or boiled too long.
Coffee reheated.
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3. Bitter coffee
Too much coffee used.
Infusion time too long.
Coffee not roasted correctly.
Sediments remaining in storage or serving equipment.
Infusion at too high a temperature.
Coffee may have been left too long before use.
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4) Percolator method
A set measure of ground coffee placed on the percolator which is then
filled with freshly drawn water. When the water boils, it rise through a
tube and percolates coffee ground extracting the full flavour, colour
and strength.
A percolator is usually controlled by a thermostat.
The length of infusion time is determined by the strength of the coffee
required.
When infusion time is over, the liquid is held in the main body of
percolator at the serving.
6) Filter method
Freshly boiled water is poured into a container with finely meshed
bottom with ground coffee which stands on cup or pot.
Infusion takes place and coffee liquid falls into the cup or pot below.
Filter papers may be used to retain ground coffee from passing into
the pot.
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7) ‘Pour through’ filter method
This is making coffee using a pour through filter machine. A
measured quantity of freshly drawn water is poured into the top of the
machine displacing hot water already in it.
The water infuses into ground coffee into serving container. It takes 3-
4 minutes to brew.
This is a common method in making coffee in bar top where coffee is
served with hot or cold snack or where it’s offered at end of a meal.
When making:-
a) The machine is plugged in and switched on at mains.
b) The brew indicator light is on as it tells the operator that the
water already held in the machine is at the correct temperature
for use.
c) The correct quantity of coffee is used.
d) A new filter is used for each fresh brew.
8) Individual filter
This is an alternative way of making filter coffee.
It is a plastic, disposable, individual filter bought with the required
amount of coffee already sealed in the base of the filter.
Freshly boiled water is poured into the filter cup to the required level,
the liquid infuses with the coffee and drips into the cup.
A lid should be placed over the water in the filter to help retain the
temperature.
Advantages
a) Every cup is made to order.
b) Appeals to the customer as they see they are receiving fresh
coffee.
9) Espresso
Steam passes through finely ground coffee infusing it under pressure.
Can produce coffee in seconds.
Served black in small cups. If milk is required, it is heated for each
cup by a high pressure steam injector and transforms a cup of black
coffee into cappuccino.
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10) Still set
Consists of a small central container into which the correct sized filter
paper is placed.
A second, fine-meshed metal filter with a handle is then placed on the
filter paper and the ground coffee placed on top of this.
There is an urn on either sides of varying capacity according to
requirement.
Boiling water is passed through the grounds and the coffee passed into
the urn at the side and infusion takes 6-8 minutes.
Milk is heated in a steam jacket container and should be held at 68°C
before adding to coffee i.e not to destroy flavour and taste.
11) Decaffeinated
This is made from beans after the caffeine has been extracted. The
coffee is made in the normal way.
PAGE 285
It is served in small cups and can be flavoured with vanilla pods. Milk
should never be used.
Equipments required
Service salver
Serviettes
18.93 cl Paris goblet on an under plate
Teaspoon
Jug of double cream
25 ml measure
Coffee pot
Sugar basin with sugar and teaspoon
Bottle of Irish whisky
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i) Sugar
ii) Black coffee
iii) Spirit or liqueur
iv)Double cream
Other specialities
Monks coffee - Benedictine
Russian coffee - Vodka
Jamaican coffee - Rum
Calypso coffee - Tia-Maria
Highland coffee- Scotch whisky
Seville coffee - Cointreau
Tea tray
Tray or salver
tea pot
Jug of cold milk
Tea strainer
Sugar basin and tongs
Tea spoon
Tray cloth
Hot water jug
Slop basin
Stands for tea pot and hot water
Tea cup and saucer
Coffee tray
Tray or salver
Tea cup and saucer
Sugar basin and tong or teaspoon
Stands for the coffee pot and hot milk jug
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Tray cloth or napkin
Teaspoon
Coffee pot
Jug of hot milk or cream
Variations of the above basic equipment will depend on the type of
tea or coffee offered.
NOTE:- when serving coffee the waiter must remember to ask the guest
if she or he would prefer coffee with or without milk or cream.
Certain types of coffees have flavourings added either in blend or
during making:-
a) Turkish coffee - vanilla
b) French coffee - Chicory
c) Viennese coffee - fig
Service of coffee
i) Coffee is always served from the right hand of guest.
ii) The service salver rest on a neatly folded service cloth on the palm of
the hand.
iii) The server asks the guest if he or she requires sugar which is
always offered first.
iv)The required amount of sugar is placed in the demi-tasse.
v) The service salver is now rotated on the service cloth so that the hot
coffee pot and cream jug are in their correct positions for serving.
vi)Guest is then asked if he or she requires coffee with or without milk.
vii) Keeping the service salver level, hot coffee pot is tilted using the
service salver as a base.
viii) Service salver then rotated a little-cream jug is in it’s best
position for serving.
ix)Keeping the service salver level, cream jug is tilted using the service
salver as a base.
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x) Having completed the service of the guest coffee, the coffee service is
eased into the centre of the place setting for the convenience of the
guest.
xi) Server welcomes the guest and should return to the table at the
appropriate time, to see if the guests require their coffee to be topped
up.
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v) Hot milk
It is served in same way as hot chocolate. It’s usually best to serve
homogenised milk because the cream content does not separate out
and therefore will not ‘skin’ like pasteurised milk.
vi)Cold milk
This must always be cold, straight from the refrigerator. It’s served in
a half-pint tumbler placed on a doily-covered side plate.
vii) Milkshakes
Made from the following:-
a) Chilled milk
b) Ice-cream
c) Syrup (flavourings)
Cold milk is whisked with specially prepared emulsified flavourings
made for the purposes and based on fruit (ice-cream flavours).
It is served with a straw in a tall glass after making in a mixer or
blender placed on a doily covered side plate.
ADVANTAGES OF BEVERAGES
PAGE 290
ALCOHOLIC BEVERAGES
THE BAR
Types of bars
a) Dispense bar
This is a bar that serves the restaurant directly. The contact is
between the bar man and the waiter.
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b) Mini bar
This is a bar kept in a room where fridge is stocked with
drinks and the guest serves himself or herself in the room.
PAGE 292
Every thing should be easily to hand so that the bar staff do not
have to move about more than necessary to give a quick and
efficient service.
iii) Plumbing and power
Its essential to have hot and cold running water for glass
washing
Power is essential to provide effective working of cooling trays,
refrigerators, ice-making machines e.t.c
iv)Safety and hygiene
Care must be taken to ensure that materials used for construction
or make-up of the bar are safe and hygienic i.e flooring must be
non-slip
Bar tops should be made of materials that adds to the decor, hard
wearing, easily wiped and no sharp edges
v) Site of the bar
Bar should be positioned in a well chosen area so as to achieve
great number of sales
Bar personnel
PAGE 293
He is part of the management team.
Responsible for hiring and firing of the bar staff.
Training and supervision of all bar staff.
Responsible for purchasing beverages and equipment.
Establishes and maintains control systems in the bar.
Sets standards and makes policies related to beverage
operations.
Head barman
Has the overall responsibility of the smooth running of the bar.
Maintains staff discipline.
Plans the work schedule.
Ensures and checks the mise-en-place of the bar.
Handles guest complaints.
He may be responsible for the cash register.
Takes daily physical bar stocks.
Handles the service of V.I.P guests.
Ensures that the bar stock is always adequate.
Directs and coaches his subordinates.
Reports to his superior.
Performs showmanship in front of the guest or mixing cocktails.
Barman
Takes over the responsibilities and duties of the head barman
during his absence.
Collects and controls the requested stock from the main store.
Prepares and serves drinks on the order.
Ensures cleanliness of the bar equipments and tools throughout
the day.
Replenishes fridges and coolers.
Opens the bar for business according to the fixed timetable.
Organises the cleanliness and mise-en-place of the bar.
Reports serious complaints to the head barman.
Bar waiter
Works under the barman.
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He prepares the bar mise-en-place.
Serves drinks to guests at the tables.
Helps in cleaning the bar.
Takes beverage orders from the bars.
Presents promptly the beverage list to the guests.
Presents bills to the guests.
Prepares sufficient glasses for the incoming service.
Glass washer
He washes glasses in the bar back area.
He maintains the cleanliness of the bar.
He helps in carrying of stock from the main store.
He arranges the bar.
Bar equipments
PAGE 295
There are two main methods of producing alcoholic beverages
namely:-
a) Fermentation
b) Distillation
FERMENTATION
This is the conversation of sugar found in fruits or grains into alcohol
by the action of bacteria (yeast).
The degree of fermentation can be controlled and carbon dioxide is
produced and can be retained in the beverages as the case of beers and
champagnes.
i.e Grape juice + Yeast = Alcohol + Carbon dioxide
DISTILLATION
Process of converting liquid into vapour then condensing the vapour
and collecting condense as water.
Fermented mash of fruit or grain is heated, evaporates together with
the flavouring agent, trapped and condensed to a liquid by cooling.
Pure alcohol has no colour, taste or smell and is used for
compounding other beverages.
All distilled beverages are colourless and may be coloured by addition
of synthetic colours or keeping them in contact with wood when
maturing.
The principle of distillation of alcohol is that ethyl alcohol (ethanol)
vaporises (boils) at a lower temperature (i.e 73°C-78°C) than water
(100°C).
Where a liquid containing alcohol is heated in an enclosed
environment, the alcohol will form steam first and can be taken off
leaving water and other ingredients behind.
The process raises the alcoholic strength of the resulting liquid.
The process is used to separate mixtures of liquids at different boiling
points.
The distilled beverages are sold at certain degrees of alcoholic
strengths or proof.
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Proof - means measure of strength of alcoholic beverage.
There are two main methods of distilling
a) Pot still
b) Patent still
Pot still
Fermented liquor is put into closed vessel and boiled. Alcohol boils at
78.3°C and so will vaporise before water.
The vapour is put into a closed pipe into a cold water tank where it is
cooled. It condensed into a liquid, which is spirit.
The spirit will contain a higher proportion of alcohol with some water
and certain gases and flavouring oils, which have been carried in the
vapour.
The gases and oils impart particular characteristics and flavour of that
spirit.
Any spirit produced in this manner will have ‘many impurities’.
This method produces full, heavy flavoured spirits e.g brandy
Patent still
This is a continuous process unlike the pot still. It produces a spirit
containing fewer impurities.
Only one distillation is needed to produce an acceptable products and
a stronger spirit is produced.
The still comprises of two tall column; analyser and rectifier.
In the Analyser is where the wash is vaporised and in the rectifier
vapour is condensed.
The wash is heated in the analyser by super heated steam and instantly
condensed by the rectifier to an acceptable spirit or product.
No maturing period is required for the products produced by this
method prior to selling.
This method produces the lighter spirits e.g vodka.
PAGE 297
impurities.
Distillation will need to be It needs only one
carried out twice to obtain operation to produce a
drinkable spirit drinkable spirit
Spirits made by this Nearly all impurities
method contains are removed to give a
impurities pure spirit
Needs cleaning after every Does not need
boiling cleaning after every
boiling
Produces full, heavy Produces lighter
flavoured spirits spirits
APERITIFS
This means ‘appetisers’ and refers to any drink which will promote an
appetite.
It includes some items such as sherry, as well as spirits taken with
vermouths and / or mixers, cocktails and wine-based aperitifs e.g
Dubonnet, st. Raphael or even, for some, fruit juices etc.
SPIRITS
It is a distillate of fermented liquor (wash).
PAGE 298
It can also mean a strong alcoholic beverages produced by the
distillation of a fermented liquor (alcoholic beverages).
Liquor - is the connective term of all alcoholic beverages.
The most common base ingredients for portable spirits are:-
Fruits e.g grapes, apples, pears, plums etc
Cereals or grains (mash) e.g maize, barley, rye, etc.
Molasses i.e by-product of sugar.
Vegetables e.g fennel (flavouring gin), potatoes (schnapps)
Distillation concentrates the strength and flavour of the liquor by
removing most of the water.
NOTE:-
Whatever the ingredient used to form base of liquor if it contains
sugar which is capable of fermentation it is capable of being used to
produce a spirit.
TYPES OF SPIRITS
BRANDY
PAGE 299
The cognac attains its colour from the oak cask. It becomes mellow
and smooth and loses the hash taste obtained from the distillation. It
can age up to 25-30 years.
The cognac is brought down to the alcoholic strength required by the
addition of distilled water.
The alcoholic content is between 40-45 % by volume.
Ages of cognac
The age of cognac refers to the time it has stayed in the cask but not in
the bottle.
X - 3 years in cask
XX - 4 years
XXX - 5 years
V.O - very old (10-12) years
V.S.O - very superior old (12-17) years
V.S.O.P - very superior old pale (20-25) years
V.V.S.O - very very superior old pale (40) years Liqueur
brandy
XO - extra old (45) years in cask
Extra - 70 years in cask
Service of brandy
Served neat (on its own) on a brandy balloon glass (the heat of the
hand warms the contents and the fumes rises and get trapped in the
slender rim of the glass.
Served mixed with other drinks (cocktail).
Served as a long drink.
Examples of brandies
Cognac
Armagnac
Martel
Viceroy
Remy martin
Bisquit VSOP
PAGE 300
Courvoisier
Kenya cane, napoleon, richott (local).
WHISKY
i) Scotch whisky
ii) Irish whisky
iii) American whisky
iv)Canadian whisky
SCOTCH WHISKY
This whisky is made from Scotland. They are primarily made from
barley, malted then heated over a peat fire.
There are two types of scotch whisky;-
i) Malt whisk - Made from malted barley and is double
distilled.
ii) Grain whisky - Made from other grains (maize) and
are usually blended
with malt whisky.
- Continuous distillation is used.
Making of malt whisky
Barley is malted by steeping it in water and then spreading it in a
concrete floor in a warm atmosphere.
The grains germinate converting the grain to sugar.
The germination is stopped by heating the grains in a spit fire.
The pit smoke adds the flavour to whisky.
Examples
PAGE 301
- Teachers - J and B rare
- Long john - John walker black label
- VAT 69 - John walker Red label
- Glenfiddich - Haig
- Chives - Hunters
- Regal royal salute
IRISH WHISKY
AMERICAN WHISKY
Varieties
i) Bourbon
PAGE 302
This is an American whisky made in bourbon Kentucky state
with at least 51% maize (made from maize).
It matures in new charred casks for not less than four (4) years.
ii) Rye whisky
Made of not less than 51% rye.
iii) Corn whisky
Mash contains at least 80% of maize.
Examples
- Thomas Jefferson - Old foresters
- Four roses - Early times
- Old granddad - Wild turkey
- Old cow
CANADIAN WHISKY
It is made from any cereals and the most common is rye and
sometimes rye and maize are mixed together.
Distillation is by patent still and matures after five years in oak cak.
Examples
- Canadian club
Service of whisky
i) Served neat.
ii) Mixed with other drinks e.g whisky cocktails.
iii) On rocks (with ice-cubes).
iv)As a long drink on a old fashioned glass e.g whisky and dry
ginger.
RUM
PAGE 303
Alcoholic content is between 40-70% by volume.
Types of rum
i) White rum
This rum is light in body, flavour and smell.
It matures for one year in a oak cask.
Its white because the spirit is not given a colouring. Made by
patent still.
ii) Dark rum
This rum is rich and full-bodied.
Made same way as white rum except that a highly refined
sugarcane syrup or caramel is added to give colour and flavour.
This is adjusted according to the brand.
iii) Golden rum or light rum
This is basically white rum matured in casks that lend the golden
colour of the rum.
Examples
- Myers - Malibu
- Lambs Navy - Kenya cane
- Barcadi - Lemon heart
Service of rum
i) Served neat
ii) Mixed with other drinks eg cocktails
iii) As a long drink on a old fashioned glass e.g Rum and Coca cola.
VODKA
PAGE 304
Made by patent still.
Examples
- Vodka blue label
- Vodka red label
- Romanoff
- count Pushkin imperial
GIN
Types of gin
i) London dry gin
A dry colourless gin, slightly flavoured with juniper berries,
almond, coriander, cardamom and fennel.
ii) Old tom
Sweet gin made in Scotland. The sweetening agent is sugar
syrup. As the names implies, it was traditionally used in a Tom
Collins cocktail.
iii) Plymouth gin
Is wholly unsweetened and its the correct gin for pink gin
cocktail with the addition angostura bitters.
iv)Fruit gins
Are fruit flavoured gins that may be made from any fruit e.g
oranges, pineapples, lemon.
NOTE:-
Gin is flavoured and coloured at will and is brought to the
required strength by the addition of distilled water. It does not
require maturing, as do whiskies and brandies.
Brands of gin
- Gordon dry
PAGE 305
- London dry
- Gilbeys
- Beef eater etc
Service of gin
i) Served neat
ii) Mixed with other drinks e.g cocktails e.g pink gin.
iii) As a long drink e.g gin and tonic.
iv)Served on rocks (with ice)
OTHER SPIRITS
a) Tequila
Mexican spirit distilled from the fermented juice of agave plant
(cactus plant). Traditionally drunk after a lick of salt and a
squeeze of lime or lemon.
b) Mirabelle and quetsch
Colourless spirit made from plums.
c) Schnapps and aquivat
A spirit distilled from a fermented potato base and flavoured
with caraway seed.
d) Grappa and marc
Made from grapes.
e) Arrack
Made from the sap of palm trees.
PAGE 306
In this, alcohol vapour is passed through the flavouring agent
and cooled.
The resultant spirit has absorbed the flavour.
WINES
PAGE 307
Soil should be relatively poor with a lot of pebbles, limestone, chalk,
gravel or sandy and quite a good percentage of minerals.
Soil should have the ability to retain heat on long exposure to
sunshine.
PAGE 308
The grape
xi)Storage temperature
Wines should be stored in ideal temperatures and in the right way.
Classification of wines
PAGE 309
Wines are categorised into four main groups:-
i) Still wines or table wines
ii) Sparking wines
iii) Fortified wines
iv)Aromatised wines
v) Organic wines
vi)Alcohol-free, de-alcoholised and low alcohol wines
VINIFICATION PROCESS
ii) Pressing
The grapes are pressed to obtain the juices and this juice is called
must.
iii) Fermentation
This is the conversation of sugar to alcohol. This is the process in
which the yeast when it comes into contact sugar converts to alcohol
and carbon dioxide. Wine chemical formula:-
C2H12O6 + Yeast = 2CH3H3 + 2CO2
PAGE 310
Fermentation of Red wine
Red wines are generally fermented in vats (are large fermenting tanks
or containers which are dark inside) in order to obtain the maximum
amount of pigmentation from the skin.
Fermentation begins with the skin present in the must
The running wine is removed from the skin after a few days when
sufficient colour and tannin have been obtained (running wine- wine
that has been separated from the skin and fermentation has not taken
place fully).
Chaptalisation
PAGE 311
This is done during fermentation process. This is the process where
sugar is artificially added to increase the alcoholic content of wine or
sweetness.
iv)Racking
This is the process whereby insoluble residues are removed from the
fermented wine and these residues are called lees.
v) Fining
This is the stage of further clarification and purification. The fining
agents are:-
Egg whites
Gelatine
Milk
Ox blood
vi)Filtering
This is the removal of cloudiness in the wine so as to make it more
clear.
vii) Blending
This is the mixing of wines of different years or countries or grapes so
as to come up with a different taste or brand.
viii) Maturation
This is the keeping of the wines in oak cask until they reach maturity.
ix)Bottling
It is done in glass bottles and the bottles have distinct shape depicting
the country of origin.
x) Binning or storage
The wines are laid horizontally so that the wine is in contact with the
cork.
PAGE 312
a) White wines
Produced from white or green grapes but the grape juice (must) is
extracted separately from the skin and pumped into a settling tank.
It’s then pumped into a fermentation tank where yeast culture is added
and fermentation starts.
Fermentation is complete when all natural sugar in the grape juice is
converted to alcohol.
Fermentation process lasts 15 days. Racking then takes where the dry
wine is removed from the fermentation task leaving behind the lees.
They are normally dry to very sweet wines.
White wines are served chilled and with white meats.
Examples
- Chardonnay (S.A) - chenin Blanc
- Paarl Riesling (France) - Caprice (Spain)
- Sauvignon Blanc - Papaya (Kenya)
b) Red wines
Produced by allowing the skin of the grape to ferment with the must
so as to retain colour and the pigment producing desired colour i.e
skin is left with the juice to extract the full colour pigment.
NOTE:-
The darker the colour of the wine required the longer the skin will
be left with the must
Red wines are served with red meats at room temperature.
Examples
- Zonnebloem Shiraz (S.A) - Cabernet sauvignon
- Roca mar - Merlot
- Pinotage
c) Rose wines
Rose wines are made in three ways:-
i) Mixing red and white wines
ii) From black grapes fermented with the skin for up to 48 hours.
iii) Pressing grapes so that some colour is extracted (black or
red grapes).
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It may be dry or semi-sweet. They complement all foods (i.e. can be
served with white or red meats)
They are served chilled at temperature of 10 – 12°C in a flute glass.
They are also called blush wines in USA when wholly made from red
grapes.
Examples
- Dona paula (S.A)
- Le piat dor (France)
- Graca (S.A)
- Rocamar (S.A)
SPARKLING WINES
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ii) Charmat or methode cuve close
The fermentation and maturing takes place in a tank and sediments are
removed by filtration where by a filter is used to sieve.
This is done under pressure and bottled.
iv)Carbonation
This is the quickest and cheapest method of producing sparkling wine.
It is also the poorest in terms of quality.
The wine is chilled in large tanks and carbon dioxide is pumped into
it. The wine is then bottled under pressure.
The resulting wine resembles a fizzy drink in the glass with large
flabby bubbles which don’t last long, rather than an exciting sparkling
wine fit for celebrating.
VINIFICATION PROCESS
i) Harvesting
ii) Pressing
iii) First fermentation
Takes place in the cask. Fermentation starts 8 hours after pressing the
result in a still dry wine and it’s left in the cask for 5 months then
racked and fined.
iv)Blending
This is the mixing of two or more kinds of wine to get a new kind of
wine through blending of different grape varieties or vintage from
vineyards.
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Reasons for blending
To maintain a consistent level of quality from vintage to vintage.
To meet customers changing taste requirements.
To create a specific style of wine.
v) Bottling
The wine is bottled and then placed on their sides.
vi)Second fermentation
Starts in the bottle about six weeks after bottling. This can last 3-4
weeks and the wine continues maturing.
The wine now becomes powerful effervescent but its not clear due to
the presence of dead cells.
vii) Remuage
This is the shaking of the bottle so that we can guide the sediments
within the bottle up to the neck of the bottle i.e involves tilting of the
bottle from the horizontal to the vertical.
The process may take 1-4 years.
viii) Degorgement
This is the removal of sediments from the bottle. Done with least loss
of wine and pressure.
Two methods are used:-
a) In full flight
The temporally cork is opened and the sediments shoots
out.
b) By freezing or ala glace
The neck of the bottle is immersed in a cold brime (salt
solution) and that part of the bottle freezes. The cork is
opened and the frozen part shoots out.
ix)Dosage
This is the replenishing of the lost wine during degorgement. It also
adds sweeteners to the wine depending on the market.
The dosage consists of cane sugar.
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x) Final stage
Cork is inserted and it is wired and dressed ready for sale (cork
tightened using a wire).
Types of champagne
i. Super vintage
This is a wine of supreme merit made from the best grapes of
an exceptional year.
They are very expensive, hard to come by and usually
reserved for important personage or occasions.
FORTIFIED WINES
This are wines which have been strengthened by the addition of
alcohol, usually grape spirit.
The grape spirit (brandy) is added during or after fermentation.
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The added spirit naturally raises the alcoholic content of the wine to
between 15-22% by volume.
They are consumed before or after the main meal.
The spirit is added to wine to :-
i) Increase alcoholic content (boost).
ii) Stop further fermentation (this result to some sugar remain in
wine hence sweet fortified wine)
The stage at which the spirit is added plays a greater role in deciding
whether the wine is dry, semi-sweet or sweet.
Fortified wines can be found in several groups of brands namely:-
i) Sherry
Made from Spain and has an alcoholic content of 15-18% by volume.
They are served in sherry glass or copitas.
It is always taken as an aperitif. Heavy Sherries or cream sherry are
taken as digestives.
Examples of sherry
Dry
- Fino
- Manzanilla
- Amontillado Medium
- Oloroso Sweet
- Amaroro
Brandies of sherry
- Bristol cream - High life
- Bristol milk - Gonzales
- Tio pepe
ii) Port
Made from Portugal and has an alcoholic content of between 18-22 %
by volume.. they are served in port wine glass.
They are taken as an aperitif (dry) or digestive (semi-sweet to sweet).
Examples of port
- Ruby
- Tawny
- Vintage character
iii) Madeira
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Made from Madeira Island in Portugal and has an alcoholic of 18 %
by volume.
They are taken as aperitif or digestive.
Examples of madeira
- Sercial (dry)
- Verdelho (medium)
- Bual (sweet)
- Malmsey (very sweet
iv)Marsala
Came from the Island of Sicily. Its a good dessert wine. Also used in
kitchen for making sauces and dessert dishes.
Has an alcoholic content of 18% by volume and it is a dark sweet
wine.
v) Malaga
Made from Malaga in Spain and has an alcoholic content of between
18-20% by volume.
AROMATISED WINES
These are flavoured and fortified wines. The flavouring agents are
almonds, quinine, bitters, orange roots, cinnamon, rosemary leaves
etc.
The main example are vermouths
a) Vermouths
There are four main types of vermouths namely:-
i) Dry vermouth
Made from dry white wine that is fortified and flavoured.
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Made from white wine, flavoured, fortified and
sweetened with sugar.
iv)Red vermouth
Made from white wine, it is flavoured, sweetened and
coloured with a generous addition of caramel.
Popular brands
- Cinzano red - Martini
- Cinzano bianco - Cinzano Dry
- Martini bianco Sweet - Chambery
- Martini rose - Noilly prat
- Martini rosso
- Noilly prat red
b) Bitters
These are used both as drinks and medicinally.
They are often used in mixed drinks and are believed to relieve
hangovers.
Are spirits which have been infused with strongly flavoured plants,
roots, bark etc.
They are served as aperitifs, digestifs, as a cocktail ingredient, or used
to flavour other drinks.
A few drops only, are required to give the flavour.
Examples
i) Angostura bitters
Produced in Trinidad from rum, gentian, vegetable spices
and vegetable colouring matter.
It is brownish-red in colour and used for the ‘pink’ in Pink
Gin.
It is 44.7% alcohol by volume.
It is mainly regarded as a flavouring agent.
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ii) Amer Picon
This is a French bitter orange flavoured.
It is usually served as aperitif
iii) Campari
It is a well-known Italian bitters, flavoured with herbs and
spices and red in colour.
It is served as an aperitif either neat on ice with a slice of
orange, or as a long drink with the addition of a mixer,
usually soda.
Served on a Paris goblet or highball glass.
iv)Fernet Branca
Produced in Italy, it is particularly strong flavoured and
dark brown in colour.
It is best served diluted with water or soda as a digestif.
Good for hangovers.
v) Orange bitters
Produced from spirit flavoured with Seville orange peel, it
is used in cocktails and other mixed drinks.
vi)Peach bitters
Produced from spirit flavoured with peaches, it is used in
mixed drinks and cocktails.
vii) Underberg
It is produced in Germany and made from spirit flavoured
with natural herb bitters(almost tastes like iodine).
It is served as a digestif mixed with a soda.
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ORGANIC WINES
They are also called green or environmentally friendly wines.
They are made from grapes grown without the aid of artificial
insecticides, pesticides or fertilizers and will not be adulterated in any
way.
ii) Bouquet
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The bouquet is the smell of the wine. It is very important in judging
the characteristics and quality of a wine.
It is generally accepted that the smell of a wine is the best indicator of
it origin, its content, its quality, its age and its character.
Wine should always smell like; or, in tasting terminology, ‘clean’.
If the wine smells of vinegar, and decayed vegetables or cork, then
there is something wrong with it.
iii) Taste
The taste of the wine confirms the impression formed by the wine’s
appearance and bouquet.
The first thing to be confirmed will be the sweetness or dryness of the
wine.
This is followed by the acidity, the fruitiness or vinosity, the tannin
content (which often helps to indicate the age of red wine), and the
‘weight’ or ‘body’ of the wine in the mouth, which indicates the
alcoholic content.
iv)Ageing potential
Some wines are made for early drinking which means that the wines
will not improve with keeping for a long time: ‘old is not necessary
good’.
These wines are made from grape varieties which produce wines full
of fruit, low in tannin and early maturing.
Red wines, which are produced to age, contain tannin; this is a
preservative, and it falls out of the wine as it ages.
Wines in this category are best from ‘good’ year-that is all the
variable factors that contribute to quality combine to form an
outstanding wine.
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Light bodied wine is usually below 13% by volume alcohol and is
lighter in flavour.
vi)Sweet or dry
Sweet wine has a high content of sugar. The sugar may remain in the
wine after fermentation has finished or it may be added in sufficient
quantity to produce a sweet wine.
They are produced by stopping fermentation in the early stages of
fermentation.
Dry wine is low in sugar. This is usually arrived at by allowing the
fermentation to use up the grape sugar (and any added sugar) in the
fermentation.
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v) Non vintage i.e there is no harvesting date on the bottle, so the grapes
were harvested in different years.
vi)The alcoholic contents of the wine i.e % volume.
vii) Area where the wine was made e.g paarl(area) Riesling(grape
variety).
Tasting of wines
May be said to be an analysis of wine by the senses.
May also be the appreciation of the wine by our senses to ascertain the
wine quality.
Wine is tasted by customers to ensure that it is in good condition, and
at the correct temperature.
This includes:-
i) Sight - this indicates the clarity and colour of the wine.
ii) Smell - this determines the bouquet of a wine by means of
vigorously swirling
in the glass.
iii) Taste- this allows detection of aroma in the wine.
- the taste character of wine is detected in different
parts of the mouth but especially by the tongue.
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The combination of smell and taste gives what is often termed as
‘flavour’ of the wine and this might be the amount of the tannin
content in the wine, its degree of dryness or sweetness.
The sommelier should have a good knowledge of the characteristics
of different wines.
To ensure this, hoe or she must know the correct approach to tasting.
To appreciate the tasting of the wine to the full, you must work in the
correct environment, that is:-
i) No noise to distract the taster.
ii) Good ventilation to eliminate odours.
iii) Sufficient light preferably natural light.
iv)Temperature of the room at about 20°C.
v) White background for table i.e not to affect the perception of
wine colour.
Tasting of wines include:-
Looking at wine
Smelling of wine
Tasting the wine.
When tasting wine:-
i) Pour only a small amount into a long stem, clear, crystal glass.
ii) Hold the glass by the stem so as not interfere with the wine
temperatures and be able to note the colour of the wine.
iii) Swirl the wine around the glass and breathe in the aroma
before tasting;
Observe whether the wine runs down the glass quickly or
‘in legs’.
Observe or feel the bouquet i.e the body
iv)Take a sip (not a gulp), roll it over the tongue and breathe over
it, now swallow.
The tool of the taster is the glass which must be the correct shape.
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ii) Should have a stem for holding the wine glass so that the heat of
one’s hand doesn’t affect the wine on tasting.
iii) Should be fairly wide and narrow at the top as this allows the
‘elements’ making up the bouquet to become concentrated and thus
better assessed.
iv)Should be large enough to hold the particular wine being tasted.
v) Should be spotless clean so as not to interfere with the taste of wine.
STORING WINES
Wines needs to be stored in a place that is:-
i) Cool
Ideal temperature is between 12-16°C, neither too warm nor
too cold. A thermometer is a useful piece of equipment in any
wine cellar.
ii) Dark
Cellar should have subdued lighting as light will age wine
premature.
iii) Even temperature
Slow and moderate fluctuations in temperature will not harm
the wine, but sudden and violet changes will age them
prematurely.
iv)Humidity
Moderate humidity keeps a cork in a good, pliable, resilient
condition and stops it from shrinking.
v) Away from vibrations
Do not have a cellar next to a dishwasher area as it will disturb
the wine.
vi)Close to the floor
Hot air rises, so it is cooler closer to the floor.
vii) Bottle lying down
This makes the wine cork in a good condition i.e moist and
swollen so than no air can get in contact with the wine as this
will cause the wine to oxidise.
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FAULTS IN WINES
i) Corked wine
Wines affected by diseased cork caused through bacteria
action.
Also caused by excessive bottle age and the wine taste and
smells foul.
ii) Oxidation or maderisation
Caused by bad storage leading to too much exposure to air
due to dry cork.
iii) Acetification
This is caused when the wine is over exposed to air. A film of
vinegar microbe is developed on the surface of wine and
acetic acid is produced making the wine taste sour resembling
wine vinegar.
iv)Tartare flake
Crystallisation of potassium bitartrate.
The crystal like flakes spoil the appearance of the wine
though its okay to drink.
This can be controlled by stabilizing the wines before
bottling.
v) Excess sulphur dioxide
Sulphur is added in wines so as to preserve them, prevent
further fermentation.
Once bottle is opened, the stink will disappear and after a few
minutes the wine is perfectly drinkable.
vi)Secondary fermentation
Happens when traces of sugar and yeast the left in the bottle.
This leaves the wine with unpleasant, prickly taste.
vii) Foreign contamination
examples include splintered or powdered glass caused by
faulty bottling machinery or re-used bottles which previously
held some kind of disinfectant.
viii) Hydrogen sulphide (H2S)
The wine smells and tastes of rotten eggs.
ix)Sediments, lees, crust or dregs
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This is organic matter discoloured by the wine as it matures
in cask or bottle.
It can be removed by racking, fining or decanting (bottled
wines).
x) Cloudiness
Is caused by suspended matter in the wine, distinguishing its
true colour. It may be due to extremes in storage
temperatures.
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ii) Restaurant wine lists
These takes formats of full and very comprehensive list of
wines, small selection of well known wines, predominantly
wines of one particular country e.g Italy, France, South Africa
etc.
The contents of wine and drink lists are commonly listed in the order
in which they may be consumed:-
i) Aperitifs - Can include a range of aromatised wines,
fortified wines and natural
spring and mineral waters.
ii) Cocktails
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iii) Spirits and associated mixers
iv)Wines i.e sparkling and still wines
v) Beers, cider, aerated water and squashes
vi)Digestifs - which as well as liqueurs may also include brandies,
malt whiskies, port, other
fortified wines, sweet table wines.
vii) Speciality coffees and cigars.
Listing of wines
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However, the combinations that prove most successful are those that
please the individual.
The most important rule to keep the sequence right is;
i) White wines should be served before red
ii) Young wines should be served before old wines
iii) Dry wines should be served before sweet wines
iv)Light wines should be served before heavier wines
v) Good wines should be served before great wines
vi)Wines should be at their correct temperature before serving
vii) Wine should always be served to customers before their
food.
Wine must always compliment the dish.
Hints to bear in mind when choosing a wine for a particular meal;
i) Acid in food makes wine taste sour i.e fruit.
ii) Chocolate spoils the taste of most wines.
iii) Vinegar and salad dressings will change the taste of wine.
iv)Our summers are too hot to serve a full bodied red wine at room
temperature; they should therefore be served slightly chilled.
v) A good sparkling wine partners almost any food successfully.
Usually white wines are served with; white meats, salads, cold light
meals.
Usually red wines are served with; red meat, roasts etc.
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sherry, port, Madeira, Malaga, marsala.
x) Nuts - port
xi)Cheese - red wine, port
xii) Coffee - grain and fruit-based spirits and
liqueurs.
BEERS
Is a portable alcoholic beverage obtained from fermentation of cereals
and malt and flavoured with hops.
The different character of beer is due to several factors namely:-
i) Degree of roasting of the malt.
ii) Type of hops used.
iii) The origin of the beer.
iv)Mineral content of the water.
Beers are very refreshing drinks especially in summer (summer
beverage).
Alcoholic content of beer varies according to the type and is usually
between 3.0%-10% alcohol by volume.
Basic ingredients
iii) Water
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Mountain spring water is preferred as they contain mineral
element which is a key factor in the characteristics of the
beer.
iv)Brewers’ yeast
It’s work is to propagate and split up the sugar components
into equal quantities of alcohol and carbon dioxide.
The content of carbon dioxide in the beer determines the
amount foam formation.
Consistent carbon dioxide level means beer can be handled
at normal temperature without any trouble.
v) Sugar
This is very important in beer making.
Helps to produce beer of pale colour, less filling and with a
better taste.
It also increases beer stability.
i) Malting
In this stage, barley is steeped in water until it germinates; it is then
kiln-dried to stop germination.
The resultant product is termed as malt and is ready for grinding.
ii) Mashing
The mashed malt (grist) is mixed with water at a given temperature
(154degree) for the proper length of time.
The mash is mixed and cooked from one to six hours, during which
time the malt enzyme amylase converts the starch into maltose and the
enzymes protease is broken for the beer clarity.
The resultant solution “wort”(is a warm and sugary fluid) is then used
to make beer and the residue (spent grain) is sold as stock fodder.
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iii) Brewing
The wort is placed in huge cooper or stainless steel kettles when hops
are added.
The mixture is then boiled to sterilise the wort and to extract the bitter
flavour of the hops.
The hops are then drained off and the wort cooled to 16°C and the
process takes about 10-12 hours.
iv)Fermentation
A special strain of yeast called brewer’s yeast is added to the wort for
fermentation.
The yeast breaks down the sugar in the malt to produce alcohol and
carbon dioxide.
This stage lasts for 10-12 days.
v) Maturing
At this stage finings, a clarifying agent is added to clarify and
brighten the fermented beer by attracting the sediment to the bottom
of the cask.
A priming (solution of sugar and hops) is also added to improve the
condition of the beer.
The beer is then left to mature in casks for 3 to 4 months.
vi)Racking
This is the process of running off the beer from one cask to another
so as to leave the sediments behind.
vii) Filtration
After racking, the beer is stored in refrigerated wooden cask.
At this stage, carbon dioxide may be added or injected if not sufficient
to the brew.
viii) Packaging
Beer is packaged in various containers from bottles, cans and stainless
steel kegs.
The cans are coated inside with lacquer to avoid and reaction of brew
to the metal cans.
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TYPES OF BEERS
There are several types namely:-
i) Lager
ii) Ale
iii) Porter
iv)Stout
v) Draught beer
vi)Non-alcoholic beer
LAGER
This is a Germany word meaning store.
This is a beer that has been aged for sometime.
The wort is fermented by a bottom fermentation type of yeast (i.e
yeast which is introduced at the bottom of the fermenting tank) and
then stored in refrigerated cellars (lager)at freezing point for a period
of six month.
The process matures the beer e.g pilsner, white cap, tusker, keg etc.
ALE
This is a light beer of alcoholic content. These are ordinally mild beer
(light) of low alcoholic content.
Usually sold in bottles and cans. Found in several kinds e.g strong ale.
Can be either light or brown in colour and mild or bitter in flavour.
PORTER
This is a weaker kind of stout which originates from London. It is a
dark beer, brewed from brown or charred malt.
It is more malty in flavour, with less flavouring of hops but sweeter
than stout.
STOUT
This is a dark beer with a high alcoholic content.
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Highly or strong malt flavoured and sweet taste but is heavier and has
a stronger hops character than porter i.e rich in hops content e.g
Guinness.
Equipment needed
Special glass which have a mark
Tap of keg
A cooler tank
A tank of carbon dioxide – helps in giving pressure to beer to
rise-up.
NON-ALCOHOLIC BEER
These are beers without any alcoholic content and are popular with
teens below the drinking age.
They are also called “root beer”. They are a substitute for colas and
other fizzy drinks.
Drinkers can enjoy the taste of beer without its intoxicating effect e.g
Guinness malta.
SERVICE
i) Beer is usually served on its own or neat in a beer mug, beer tulip,
long tumbler or at room temperature.
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Beer should be served at a temperature of 12.5°C to 15.5°C with
lagers generally cooler than other beers.
Many different varieties of bottled beer in glass it should be held at
a slight angle. This is especially important where a beer may
produce a large head if it is not poured slowly and carefully e.g
stout.
All glasses used should be spotless clean with no figure marks or
lipsticks on them as this may cause the beer go flat.
Extra care must be taken when pouring beer in hot weather as this
causes the beer to work up more fast.
Where bottle beer have a sediment, when pouring a little beer must
be left in the base of the bottle holding the sediments back.
FAULTS IN BEER
Thunder causes secondary fermentation to beers and interferes with
the beer clarity.
Apart from this, poor cellar management can cause faults in beers.
The common faults are:-
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i) Cloudy beer
This may be due;-
Too low cellar temperatures.
Poorly cleaned beer pipes.
iv)Foreign bodies
Presence of impurities in beer may be as result of production or
operational slip-ups.
COCKTAILS
A mixture of different beverages (ingredients) so blended that no
single one dominates the rest.
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This is a mixture of cold beverages and other beverages amounting
not more than 4 oz i.e 10cl (between 3.5 – 4 oz) and not less than 31/2
oz and if less than that it becomes a short drink and more than then
becomes a long drink or mixed drink.
They include both alcoholic and non-alcoholic beverages (mocktail).
The mixing requires skill or art to make it delicious and appealing to
customers.
Cocktails are used as a stimulant or as an aperitif as most cocktails are
dry in state and therefore taken before a meal.
MAKING COCKTAILS
There are four methods of making cocktails namely:-
i) Stirring
This method of making cocktails which have wine bases
and clear beverages.
Requires a mixing glass, bar spoon and hawthorn strainer.
ii) Shaking
This method of making cocktails which have fruit juice as
ingredient.
Cocktail made using cocktail or Boston shaker, hawthorn
strainer and blender for blending mixes.
iii) Blending
This is a method of making cocktails by blending
ingredients together by use of blender.
This method is very suitable for drinks which require a
puree of fruit in them.
Crushed ices is usually used in the blender in place of ice
cubes.
iv)Building
This involves making of cocktails in cocktail glass.
COMPONENTS OF COCKTAILS
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A cocktail has four main components namely:-
i) Base - The main alcoholic or non-alcoholic
ingredient.
ii) Complimentary ingredient - This modifies or enhances the
flavour of the drink.
iii) Minor ingredient - This adds colour and
flavour of drink.
iv)Accompaniment (garnish) - This is an item that decorates
and flavour of drink.
ACCOMPANIMENTS
Besides having taste appeal, an important feature of cocktails is that it
should have an eye appeal.
The presentation of the drink is extremely important.
The main aim of the use of accompaniments is to decorate the drink
and improve its appearance.
They can be placed either in or on the glass.
The summary of use include;
Decoration.
Eye appeal or attraction.
Boost presentation.
The accompaniments either compliment or contrast the drink.
Do not over decorate drinks with accompaniment that contribute to
little or nothing to the taste.
The main accompaniments used in the mixture of cocktails are;-
i) Ice
These has three important purposes in preparing and presenting
cocktails:-
a) Chills the liquid down to the correct service temperature.
b) Improves the appearance of the liquid in the glass.
c) When crushed ice is used in a blended cocktail, it thickens the
drink giving it more body.
There are three types of ice used in making cocktails;-
Cubes
Cracked
crushed
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Whichever ice is used, it must be clear and clean. Flaked (small
pieces) ice should not be used as it tends to melt quickly.
You should always have a good supply of ice and should be made
well in advance at the time it is required.
Never use the same ice twice.
ii) Food garnishes
Most of food garnishes should be edible garnishes.
May be placed in or on the glass e.g citrus fruit, cucumber, herbs,
spices and beans, flaked chocolate.
Citrus fruits are the most common used food garnishes.
Their freshly squeezed juice is an essential ingredient in many
cocktails.
They are used in several ways:-
a) Can be cut into wedges, slices or half slices.
b) Can use the zest; it is squeezed over the drink to extract oils or it
may or may not be mixed with the drink.
c) Twist – its a long strip of zest twisted together and often
dropped into the drink.
d) Spiral – the complete peel of the fruit cut in spiral pattern is
placed in the glass.
Other type of fruit and vegetable include;
Cherries, olives, bananas, cucumber peel, pineapples, apples,
celery, strawberries etc.
Herbs and spices – cinnamon, nutmeg, cloves, coffee beans etc.
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Example
Plastic or wire bases, plastic stirrers, straws, toothpicks, flowers
etc.
iv)Salt and sugar rings
The rings of the glass used to serve the cocktails can be given a
frosted appearance by the use of salt or sugar e.g rub the ring of glass
with lemon juice and with egg white then dip in sugar.
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ii) Champagne cocktails - example buck fizz which has
addition of orange juice.
iii) Cobblers - are wine and spirit based, served
with straw and
decorated with fruit.
iv)Collins - they are hot weather drinks and are
spirit based and
served with plenty of ice.
v) Coolers - they are hot weather drink, are spirit or
wine based and
contains a peel of fruit cut into spiral.
vi)Crustas - may be made from any spirit especially
brandy. Edge of
Glass is decorated with powdered sugar
and crushed ice is added to glass.
vii) Cups - are suitable for hot weather and are
wine based drinks.
viii) Daisies - made with any spirit and usually served in
wine glass
and served with crushed ice.
ix)Egg nogs - traditional Christmas drink. They are rum
or brandy and
milk based.
x) Fixes - this are short drinks made by
pouring any spirit over
crushed ice, decorated with fruit and
served with short straws.
xi)Fizzes - its a hot weather drink. Always
shaken and topped with
soda water and must be drunk
immediately.
xii) Flips - similar to egg nogs, containing egg
yolk but never milk.
It can be spirit or wine or sherry based.
xiii) Frappes - served on crushed ice.
xiv) High ball - an American simple drink that is quickly
prepared and
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based on spirit.
xv) Juleps - an American drink, containing
mint and based on
Madeira.
xvi) Pick-me-up - helps in digestion.
xvii) Pousse-cafe - has layers-depend in density of
beverage. Are liqueur or
spirit based.
xviii) Smashes - smaller version of juleps.
xix) Sours - made with fresh juices to sharpen
the flavour of the
drink.
xx) Swizzler - takes its name from stick used to stir
the drink. When
stirred, creates frost on outside of glass.
xxi) Toddies - are refreshers that may be served hot or
cold. Contains
lemon, cinnamon and nutmeg.
PAGE 345
Used for fruity, tropical drinks those are served with
lots of ice.
Example cobblers, pina colada, green blazer etc.
v) Old fashioned glass or rocks
Is a short straight sided glass that is used to serve
mixed drinks, short and strained cocktails and fruit
juices.
It is also known as whisky glass.
vi)High ball or Collins glass
It is a tall straight sided glass used to serve long
cooled mixed drink and cocktails.
Example high ball, john Collins, mint julep, tequila
sunrise and spritzers.
vii) Brandy balloon
For service of brandy that want to enjoy its aroma.
Also used for the service of brandy and liqueur based
cocktails.
Example flappes, pimms etc.
LIQUEURS
Liqueurs are sweetened and flavoured spirits.
It is a digestive drink after the meal. It is served just before service of
coffee as it blends well with coffee.
It should not be confused with liqueur spirit or brandy which could be
whiskies and brandies of great age and quality.
For instance;
Brandy liqueur - is a liqueur with brandy as a basic ingredient
while,
Liqueur brandy - may be defined as a brandy of great age and
excellence.
PAGE 346
PRODUCTION
Liqueurs are made by two basic methods;
i) Heat or infusion method
Best when herbs, peels, roots etc are being used as heat can
extract the oils, flavours and the aroma.
CATEGORIES OF LIQUEURS
There are four broad categories of liqueurs namely:-
i) Herbs liqueurs
These are liqueurs that are flavoured with herbs.
Examples
Crème de menthe - mint
Chartreuse - 126 different herbs
Drambuie - honey and herbs
Irish mist - coffee
PAGE 347
Crème de banana
Service of liqueur
PAGE 348
They are usually served from liqueur trolley in Elgin liqueur glass.
The wine butler should present the trolley immediately the sweet
course is finished as it blends well with coffee and digestive too.
The wine butler should have good knowledge of liqueurs, their bases,
flavours and correct mode of service.
Liqueurs may be served with cream or ice cubes. If cream is to be
served with liqueur, pour it over the liqueur using back of a tea spoon
so as to settle on top.
If a customer asks for a liqueur to be served flappe, for example
crème de menthe flappe, it is served on crushed ice and a larger glass
will be needed. The glass should be two-thirds filled with crushed ice
and then the measure of liqueur poured over. Two short drinking
straws
should be placed into the glass before the liqueur is served.
Liqueur trolley
PAGE 349
NOTE:-
Other items served from liqueur trolley includes brandies,
fortified wines e.g port and Madeira.
Example
Wood pecker
King fisher
Redds
TOBACCO
Grown in countries with a tropical or semi-tropical climate e.g Cuba,
Jamaica, Philippines, India, Syria and Austria.
The yellowish green leaves of the plant are harvested dried and cured
after which they are ready to be used by the cigar or cigarette
manufacturers.
PAGE 350
There are two main methods namely:-
i) Fermentative method
In this method, the tobacco leaves are exposed to a
temperature of about 77°C for 3-4 weeks.
The leaves develop a distinct flavour and turn brown,
glossy and pliable e.g used to prepare the sniffing tobacco.
Service of cigarettes
Cigarettes should always be served on a quarter (side plate) plate with
a doily paper as an under liner.
The packet should be opened and several cigarettes should be partially
pulled out of the packet.
A box of matches should be placed beside the packet of cigarettes.
A waiter should light the cigarettes for the guest and extinguish the lit
match by a swish of the hand.
The waiter should ensure that there is an ashtray on the table before
cigarettes are served to the guest.
Too many stubs should not be allowed to collect in the ashtray.
PAGE 351
The used ashtray should be replaced with a clean one. This is done by
covering the used ashtray with a clean one and placing them on a
salver or service plate lined with a serviettes, then replaced it with the
clean one in the centre of the table.
CIGARS
Made from tobacco leaves and its tabular in shape.
The making of a cigar
They are made in torpedor.
Torpedor - A wooden mould used to produce standardised cigars
of different forms.
When making cigars manually, a wooden board, a sharp knife to cut
the wrapper and scissors to trim the leaves are needed.
Large leaves are selected for binding and several pieces of filler
tobacco are arranged to make-up the desired length, thickness and
shape.
The filler tobacco is rolled in a binder, then a wrapper leaf with the
same characteristics is out into the required shape and the whole lot is
rolled.
The vein of the outer leaf should run straight down the cigar.
Moulded cigars are made the same way using moulds intended of
being shaped by hand.
ii) Binder
This is made up of a single strong leaf to hold the filler
together.
The filler and the binder are together referred to as bunch
PAGE 352
iii) Wrapper
This is the outer wrapping of the cigar and it is made from
the finest tobacco leaf.
Strength of cigar
The strength of a cigar depends on; the filler, the wrapper, the curing
and fermentation method employed in making it.
Quality of cigars
A cigar should be smooth, firm and even to touch. The open or cut
end should be evely cut with a cigar cutter.
A good quality cigar will produce a firm, greyish ash which will hold
for a long time before falling off.
Service of cigars
Should be offered in cider wood boxes.
They should be stored in a humidor so that they do not lose their
aroma and become dry or crumbly.
A cigar cutter and a box of matches (has longer match sticks which
burn slowly than the normal ones) should be presented to the guest.
The band of the cigar should be removed before smoking.
If the cigar is not cut, a clean ‘V’ cut should be made from the
rounded end with a cigar cutter to allow the smoke to be drawn easily
through the flue.
A cigar should not be pierced as it will block the flow of air and the
smoke gets a tar smell.
A cigar should be lit by a match only as fumes of the cigarette lighter
may affect its taste.
LEGAL CONSIDERATION
These ranges from company laws to the licensing regulations or
employment law.
The following is a summary of the principal legal requirements
affecting the relationship between food and beverage operator and the
customers.
PAGE 353
LICENSING
Licensed premises must obtain justice license in order to sell
alcoholic liquor. These licences are granted for one year.
The annual licensing meeting is held in the first fortnight of February
(Brewster session).
In addition, throughout the year, there must be at least 4-8 licensing
sessions held at regular intervals (transfer session)
Licences may be granted in whole or in part and the premises must be
‘fit’ i.e meet the requirement of the local authority, police and fire
authority.
Also good order must be maintained i.e
No drunkenness
No violence
No riotous conduct
No prostitutes
No gaming (justices may authorise certain games).
Licences are held for particular premises by a licensee or may also be
held jointly by two people.
The justice (magistrate) may withdraw or revoke or refuse to grant
licences due to the following reasons:-
i) If applicant or licensee is not considered fit and proper person.
ii) If they feel that the premises are not used or intended to be used
for the purpose stipulated in licence.
iii) If the premises are unsuitable due to risk of fire.
iv)If customary main meals are not being habitually served.
v) If the premises are being used mainly by unaccompanied
persons who are under 18 years of age.
FULL ON-LICENCE
PAGE 354
This allows the licensee to sell all types of alcoholic liquor for
consumption on and off the premise.
An ‘on’ licence may be limited by the licensing justice to the type of
alcohol that may be sold e.g beers only.
RESTRICTED ON-LICENCE
This is a licence offered to different business e.g restaurants but there
are restrictions.
The restrictions include the hours of operation, the type of drinks to be
sold and the age of persons to be used.
There are several licences under this:-
a) Restaurant licence
This is granted for premises which are structurally built or adapted
and used in a bonafide way or intended to be used for the habitual
provisions of the main day or main evening meal.
The licence may authorise the sale or supply of intoxicants on the
premises to people who take table meals.
Other drinks other than intoxicants must be available to diners should
they require them.
All this drinks must be ancillary to the meal i.e customers must not
frequent these establishments merely to drink.
b) Residential licence
This licence is granted for premises used or intended to be used for
purpose of providing boarding and lodging, including breakfast and at
least one of the other customary main meal.
The licence authorises the sale or supply of alcoholic beverages on the
premises to people residing there or to their private friends, who are
genuinely entertained by such guests at their own expense.
Drinks are supposed to be sold or supplied at any time because are no
licensing hours.
Licence makes a condition for there to be at least one room which
drinking is not allowed, which is to be used by children and other
person not wishing to drink alcohol.
PAGE 355
c) Combined licence
Granted for premises which fulfil the conditions required both for a
restaurant and residential
licence e.g a private hotel with a public dinning room attached.
A condition may be imposed that drinks are not supplied to the public
in the dinning room outside the normal permitted hours for the
locality. This restriction would not of course apply to the residents.
Licensed club
Licence to run a club which is operated by individuals or limited
company as a commercial enterprise and alcoholic drink is sold only
to members.
Registered club
A licence to run a club, normally by committee members and the
members own the stock of liquor; a non-profit making organization.
OFF-LICENCES
Licence authorising the sale of alcoholic liquor for consumption ‘off’
the premises.
Off-licences include:-
Specialist outlets
Corner-shop grocers
Supermarkets
Cash and carry
OCCASIONAL LICENCES
Licence is granted by magistrates to holders of ‘on’, restaurant or
combined licences.
It enables these licence holders to sell alcoholic beverages at another
place for specified times e.g for outdoor catering work.
PAGE 356
Occasional permission
This is a licence available from licensing justices for ‘eligible
organization’ to sell intoxicating liquor.
It is similar to an occasional licence but may be applied for by non-
licence holders e.g a football club, a specific fund raising activity
Permitted hours
This refers to hours during which licensed premises may be opened.
This clears up a substantial number of anomalies as far as the
regulations go and moved the operation of public houses towards a
less controlled market environment.
Permitted hours are currently:-
i) Weekdays (on licence 5pm-11pm and off-licence 10am-11pm)
ii) Weekends (on licence 2pm-11pm and off-licence 10am-11pm)
Within these hours, licensees can choose when and for how long they
open their premises.
PAGE 357
Extension of the licensing authority sees fit, either a day, several days
or throughout the week.
This benefits people who e.g might attend a local market at times
during which licensed premises would normally be closed.
i) Free house
PAGE 358
A licensed premises that is privately owned and which has no
attachment to any particular supply source.
ii) Tied house
a) Tenanted
The tenant leases the property from the brewery and is tied to that
brewery for the purposes of beer and perhaps other drinks.
The tenancy agreement lays down the conditions of operation.
b) Managed
The brewery owns the property and a manager is paid a salary to run
the premises for the brewery.
Beverages measurements
Since 1st January 1195 whisky, gins, vodka and rum must be sold in
25mls or 35 mls or multiples there of.
Fortified and aromatised wines are sold in 50 ml tots.
Measure per bottle
Beverage Bottle Metric measure
sizes
Spirits 75 cl 30 x 25 ml / 21 x 35
Spirits 70 cl ml
Spirits 65 cl 58 x 25 ml / 20 x 35
Vermouths 75 cl ml
Fortified wines 75 cl 26 x 25 ml / 18 x 35
Liqueurs - ml
15 x 50 ml
15 x 50 ml
25 ml or 35 ml
(depending on bottle
size)
Wines
No specific quantity if wines are sold in sealed containers or bottles.
PAGE 359
Open carafes must be of 25 cl, 50 cl, 75 cl or 175 ml.
Wine glasses in quantities of 125 ml or 175 ml are used.
Beers or ciders
May only be sold in quantities of 1/3 pint or ½ pint
Must be provided in a capacity measure eg. A lined glass or sold
through a dispensing meter.
NOTE:-
10 ml - 1 cl
1000 ml - 1L
100 cl - 1L
10 dl - 1L
100 ml - 1 dl
TERMINOLOGIES
Cigar cutter - an implement used to cut the tip of cigar before
smoking
Corona - a long cigar with straight edges.
Flue - the centre of a cigar through which smoke is drawn.
Humidor - is a wooden box used for the storage of cigars and tobacco.
FABs - this is a term used to describe flavoured alcoholic
beverages e.g barcadi
Alcopops - this is term used to describe manufactured flavoured drinks
which have had, alcohol, such as gin added to them.
- also known as alcohol soft drinks and are generally sweet
and fruity.
Sake - is strong, slightly sweet form of beer made from rice.
Infusion - to steep in hot water without boiling.
Steep - to soak
Table wines - still wines
Proof - is a system to indicate the alcoholic content of a
beverage.
PAGE 360
REFERENCES
PAGE 361
1. Julyan Brian (2007), Sales and service for the wine professional,
Thomson learning, (2nd edition), India. (pg 1-147)
2. Casado, Matt A (1994), Food and Beverage Service Manual, John
Wiley & Sons.
3. Lillicrap Dennis and Cousin John (2006); Food and Beverage
service, Bookpower, (7th edition), London. (pg106-170,238-266,388-
392).
4. Andrews Sudhir (2008); Food and Beverage Management, Tata
McGraw-Hill publishing company Ltd, (1st edition), New Delhi New
York. (pg199-301).
5. Verghese Brian (2005); Professional food and beverage service
management, Macmillan limited, India. (Pg 79-121)
6. Anker, Michael (1987); Basic restaurant theory and practice,
Longman Group, U.K
7. Beverage training manual; wine masters.
8. Beverage training manual; Kenya utalii college
PAGE 362
SALES PROMOTION
PAGE 363
TYPES OF SALES PROMOTION USED IN FOOD AND
BEVERAGE OPERATIONS
There are four types of sales promotion used in food and beverage
operations namely:-
i. Through advertising
ii. Through merchandising
iii.Through personal selling
iv. Through public relations
v. Through Franchising
1. ADVERTISING
Advertising has been defined by the American Marketing Association
as:-
“ Any paid form of non-personal presentation and promotion of ideas,
goods and services by an identified sponsor”
PAGE 364
For each food and beverage establishment either big or small,
advertising is of paramount
importance.
DIRECT MAIL
Direct mail involves communicating by post to specified customers; it may
be directed at new and potential customers or to past or well established
customers. It involves the direct mailing of personalized letters, brochures,
pamphlets and leaflets.
PAGE 365
ADVANTAGES
i. Specific customers can be targeted.
ii. Direct mail is easy to introduce.
iii.The feedback from targeted customers is relatively prompt
and easy to appreciate.
iv. It is a cost-effective method of advertising to specifically
targeted groups of customers with very little ‘wastage’.
DISADVANTAGES
i. The market must be specifically targeted or the mail shots
are a complete waste of money.
ii. The mail must be received, read and acted upon by the
specific individual or group or all prior advertising
research has also been a waste.
iii.The production of good-quality mailing literature can be
costly.
PRESS ADVERTISING
This is a form of advertising and includes the following:-
i. Newspapers
ii. Magazines
iii. Guides
iv. Trade advertising
BROADCASTING
This involves:-
i. Radio
ii. Television
iii.Cinema
PAGE 366
important for hotels, restaurant and fast -food drive-in operations that rely
heavily on transient trade.
2. MERCHANDISING
This involves point of sale promotion of their facilities using non-personal
media. Unlike advertising it is not a paid form of communication. Once
customers are inside a restaurant they have already made decision as to the
type of establishment they wish to eat in; their subsequent decisions are
concerned with what particular aspects of the product they will now choose.
The major types of merchandising that may be employed by a catering
operation include the following:-
i. aromas
ii. Floor stands/bulletins/blackboards
iii.Posters
iv. Directional signs
v. Display cards/bronchures
vi. Displays of food and drinks
vii. Trolleys (sweet,liqueur etc)
viii. Buffets/salad bars, self-service counters, bar displays,
flambé work etc
ix. Wall displays
x. Tent cards
xi. Drink coasters and placemats
xii. Clip-ons
xiii. Children’s menu
xiv. Audial
xv. Facia boards and illuminated panels
xvi. Menus, drink and wine lists
xvii. Other customers’ food/drink
3. PERSONAL SELLING
PAGE 367
Personal selling is a paid form of promoting a facility on a personal basis.
One of the main characteristics of service industries is the increased contact
time between service staff and customers, and the attitudes and behaviour
of an operation’s service employees are important parts of the total product
the customer is buying. The service personnel should have thorough
knowledge of all food and beverage as this is key in advertising the
establishment.
Te service staff contributes to the customers perception of value for money,
hygiene and cleanliness, the level of service and the perception of
atmosphere that the customer experiences. Within the context of selling the
service staff should be able to:-
i. Detail the food and beverage on offer in an informative way
and also in such a way as to make the product sound
interesting and worth having.
ii. Use the opportunity to promote specific items or drink while
seeking orders from the customer.
iii.Seek information from the customer in a way that promotes
sales.
iv. Use the opportunity for the sale of additional items such as
extra garnishes, special drinks or accompanying drinks.
v. Provide a competent of the items for sale to seek customers
views on the acceptability of i.e food drinks and services.
N/B- Good food and beverage service staff must therefore have a detailed
product knowledge, be technically competent, have well developed social
skills to be able to work as part of a team.
4. PUBLIC RELATIONS
Public relations is a communication and information process, either
personal or non-personal, operating within an organization’s internal and
external environment. It involves the creation of a favourable environment
in
which an organization can operate to the best of its advantage.
PAGE 368
ii. It has a problem-solving or trouble-shooting function to deal
with any negative publicity.
Detrimental newspaper reports and letters to column writers, bad
word-of-mouth and radio news publicity can all have a damaging
effect on an operation’s image and sales.
Through a public relations exercise a company’s desired corporate
image can be restored.
iii.It has a forward looking function to creating positive publicity
for the organization and may be used at various stages during
the life cycle of the facility.
5. FRANCHISING
PAGE 369
meaning free, and is used both as a noun and as a (transitive) verb. For the
franchisor, the franchise is an alternative to building 'chain stores' to
distribute goods that avoids the investments and liability of a chain. The
franchisor's success depends on the success of the franchisees. The
franchisee is said to have a greater incentive than a direct employee
because he or she has a direct stake in the business.
PAGE 370
Drawbacks of the Franchising Model
References:-
1. Lillicrap Dennis and Cousin John (2006); Food and Beverage service, Bookpower, (7th
edition), London. (pg).
2. Andrews Sudhir (2008); Food and Beverage Management, Tata McGraw-Hill publishing
company Ltd, (1st edition), New Delhi New York. (pg).
3. Davis B. Et all (2004); Food and Beverage management, Butterworth Heinemann, (3rd
edition) U.k. (pg).
4. David Foskett Et all (2003); The Theory of Catering, Bookpower, (10th edition), London.
(pg 392-394).
5. Wikipidea ; sales promotion.
6. Wikipidea ; franchising.
7.
PAGE 371
Is the service of food and beverage for special function for specific
group of people at specific times and the food and beverage provided
is predetermined.
Banquet menu -this is a specific type of table d’hôte menu offering
normally no choice to the customer.
It is a fixed menu at a set price offering usually no choice whatsoever
to the customers unless the client informs the caterer in advance of
any special guest requirements and is available to guest at
predetermined time.
Function catering- May be described as the service of food and
beverages at a specific time and place, for a given number of people, to an
agreed menu and price
It is found in both the commercial and non-commercial sectors of the
catering industry.
In commercial sectors, function catering could be a specialist
organization operating in its own function facilities or an outdoor
catering specialist operating in a vast range of clients’ or rented
facilities within the hotel.
PAGE 372
Banquet functions are normally planned in advance because
considerable time is required for planning and organising a function.
There are three main types of functions namely:-
i) Professional functions
Example
Luncheon
Conferences / seminars
Meeting (board meeting, press, professional association
etc)
Exhibition (agricultural shows, science congress, art
shows, career day etc)
ii) Social functions
Example
Wedding reception
Cocktail parties
Fashion shows
Dinners etc
iii) State functions
Example
Dinners eg intra-government and inter-government
parties for head of state
National days etc.
Can be further classified as of two types:
i) Formal functions eg luncheons, dinners, wedding breakfast
etc
ii) Informal function or buffet receptions eg cocktail parties,
buffet teas, dances, anniversary parties, conferences etc.
BANQUETING STAFF
The banquet outlet has its own staffs who work in shifts to cater to
these functions.
The staff consist of the following:-
Banqueting manager
PAGE 373
Banquet supervisor (ass. Manager)
Assistant waiter
Casual staff
Porter
PAGE 374
c) Prepares the sales kit or brochures, facts sheet, layouts and
proposed menus.
d) Visits potential clients to solicit business.
He must have an extensive knowledge of room specification, size,
light switches, electric points, heights of doorways, maximum floor
loads to aid him or her to respond quickly to any
requests at the initial meeting with a client.
Must be a person of ideas i.e make suggestions for that function.
iii) Administrative office staff or secretary
He or she must work with the banquet manager and is responsible
for:-
a) Handling all incoming or outgoing mails.
b) Ensures that information about a function is passed to the
relevant internal department.
c) Ensures that correct filling (record keeping) of any
correspondence is done properly.
d) Should handle all telephone calls (inquiries) and may take
provisional booking for function ensuring that the details are
entered in its function booking form.
N/B - booking are made by telephone, letters or personal interview
however all inquiries be confirmed by letter.
PAGE 375
vi)Banqueting head wine waiter or wine waiter
He works in conjunction with the dispense barman and is responsible
for organising and employing if on a casual basis the banqueting wine
waiter.
He allocates them stations, giving them floats if there are cash wines.
Discusses the service with the wine waiters.
ix)Porters
Generally there are 2 to 3 porters on the permanent banqueting staff.
They are essential members of staff as there is a great deal of heavy
work prior to or after function to be carried out (i.e preparing room
layouts).
BANQUET POLICIES
Any banquet operation must be guided by well-defined policies.
These policies set consistency, ethical standards and confidence to a
knowledgeable customer.
Such policies would include:-
i) The kind of functions that the establishment can cater to.
ii) Price guidelines that are competitive and yet profitable.
PAGE 376
The pricing in the peak season would be more than the
off season.
Similarly weekend prices may vary from weekday
prices.
These need to be laid down as policy to get the best
profit yields in a year.
iii) Food cost guidelines.
Normally 25-30% of total cost, leaving the rest as
contributions to overheads and profits.
iv) Minimum guaranteed guests for a function.
There has to be a policy to guide the brigade to plan the
cooking quantities.
Normally they cook ten percent more than the
minimum guaranteed number for any extra guests on
the day.
This minimum guaranteed number sets also the
minimum revenue expected from a function.
v) A policy on hall charges.
Many hall are free if customers uses food and
beverages, this is an incentive to customers to use the
facility
vi) Food and beverage that are served from outside.
Many banquet halls do not permit this practice as it
works against the objectives of the banquets with
kitchen facilities.
Banquet hall which do not have kitchen facility may
permit food from outside.
Many banquet hall permit liquor to be brought from
outside for which thre is a ‘corkage’ charge i.e charge
for opening each bottle of liquor in the hall.
vii) Advances and deposits.
Some commitment for a function must be made as cost
of mobilising resources is so high for a function.
This enables the establishment to be reasonably sure
that the customers’ booking is a committed one.
viii) Cancellation policy.
PAGE 377
This is very vital as it involves money and time
commitments.
Banquet space is a perishable item and any cancellation
of a function is lost revenue for ever.
The banquet management needs to set a minimum time
period before the function date for cancellation to take
place and lay down the penalties for breaking the
contract.
ix) The human resource policy.
This is crucial.
Hotels opt to keep a lean banquet staff on regular
payroll and temporarily transfer other staff from other
departments when there are few functions.
FUNCTION ADMINISTRATION
Function sales
In order to promote the sale of functions, establishment now have
banqueting or conferences sales packages or banquet sales kit.
The sales coordinator is responsible to prepare a sales kit to show to
potential customers.
This ranges from the very simple to the elaborate and complex
depending on the nature of the establishment.
The contents included in the packages may be:-
i) Location and contact details of the establishment and staff
involved.
ii) A list and description of the type of functions that can be
accommodated.
iii) Traffic maps leading to the banquet hall including parking
areas.
iv)Examples and costs of set packages e.g for conference delegates
(day rates, overnight rates, meal rates etc).
v) A list of function rooms with their dimensions and capacities e.g
room sizes, access points, maximum weights floor may take,
e.t.c.
vi)Plans of the function rooms including layouts of foyers,
equipment power points, ceiling heights, guest toilets, e.t.c.
PAGE 378
vii) List of equipments like projection equipments, audio
equipment, partitions, screens, stationery, lecterns, etc. this list
should include those equipment provided by suppliers
viii) Provision for disabled visitors.
ix)Room hire charges.
x) Listings and descriptions of the styles of tables and chairs and
other equipment.
xi)Charges for additional equipments e.g projector etc.
xii) Availability of dico, resident bands, presenters, masters of
ceremony, toast master etc.
xiii) Availability of room decorations, flowers, lighting system
etc.
xiv) Choice of meal packages such as a range of set menus,
snack menus, conference lunches, room services etc.
xv) Accommodation facilities and special rates if the banquet
is part of a hotel. If not, they can quote the pre-negotiated rates
of a referral hotel.
xvi) Other services e.g car rents, leisure and fitness facilities
etc.
xvii) Coloured brochure of the property.
xviii) Standard terms and conditions of booking.
BANQUET BOOKING
There are three documents to make banquet bookings. These are:-
i) Function book
This is a control register maintained in the banquet office.
It records days, times and nature of events in various function rooms.
It is a reservations dairy to commit dates and venues.
It is maintained by the banquet manager.
The objective of all is to maximise banquet space, as space not sold is
revenue lost forever.
Time must be given between functions for clearance of the previous
function and the set-up of the new one if the same hall is used.
Date:24.06. 8 9 10 11 Noo 1 pm 2 pm 3 4
PAGE 379
20.. am am am am n pm pm
Rose Room St. Luke lunch
Tulip Room KWFT
Conference
Ball Room BK ltd luncheon
Meeting IEBC Board meeting
room 1
An illustration of function book
PAGE 380
viii) Service method
ix)Type of table layout or table plan
x) Mode of payment
xi)Price of the menu per head
xii) Special arrangements such as bands, microphones, ramp,
flowers, ice sculpture etc.
BANQUET SERVICE
Service methods in functions may take any of the following forms:-
i) Silver service methods
ii) Plate service methods
iii) Self-service (cafeteria method)
iv)Family service methods
v) Assisted-service (buffet service methods)
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ii) Equipments available.
iii) Type of function being held.
iv)Time available for service.
v) Skills of the service staff.
vi)Number of guests.
vii) Number of the waiters.
viii) Amount paid for the service.
Service organisation
There are four approaches to this namely:-
i) Formal or traditional service
In the formal function, the banqueting headwaiter has to organise his
or her staff so that at a given signal the top (high) table service staff
can commence to serve or clearing.
They are then followed by all the other service staff.
The banqueting headwaiter will not give any signal to clear a course
until all guests have finished eating.
Service staff must leave the room in a predetermined order i.e staff
with stations furthest from the service doors should be nearer the top
table service staff in the line-up hence when entering the room, all
service staff reach their stations at more or less the same time.
The waiters serve the meal using an appropriate service method.
When deciding on the predetermined order, safety of staff and
customers must be considered e.g cross flow of staff and bottle necks
in their movement to and from in the room should be avoided.
Gangways need to be clear and with enough space.
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Approaches to this method are:-
a) For both plated and silver service, the staffs from two adjacent
tables work together to serve one table completely then move to
the next or other table.
b) Larger group of service staff work as a team serving one table
completely at a time before moving to the next table. Used
majorly for plated foods.
b) Fork buffets
The guests select foods which are transferred onto plate and they
then eat the food using only a fork.
In this case, the food should be of such a shape and size that this
is easily accomplished.
Glass holders are usually available which clip to the side of the
plate, in which a wine glass may be secured.
Napkins are also available on the buffet.
c) Display buffets
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The guests select their food and then eat at a table.
Here the guests approach the buffet at its various service points
to select their requirements course by course.
Most ancillary items may also be collected if needed, at the
buffet.
The table layouts are similar to the standard banquet layouts.
The clearing of the tables takes place in the same way as for
formal banquets.
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Often the invitation card would stipulate the table and seat number,
otherwise this is shown in the seating display as mentioned.
Great attention is given to the protocol of seating and is done
officially by the foreign office.
At the given hour, the toastmaster who regulates the service procedure
announces the lunch or dinner by ringing a gong or hammering a
gavel saying “your excellencies, the dinner is served”, in a loud and
clear voice.
The toastmaster is a specialised person who conducts the proceedings
of a state luncheon or dinner.
He coordinates not only the timing of each service but also the
speeches and toast.
The doors of the banquet hall are thrown open and guests are given
time to find their tables and seat.
The tables would have flagged stands at the centre with table numbers
while the covers would have tent cards displaying the seat number or
the guest’s name.
Each cover at the table is pre-set with the required silver cutlery and
the glassware according to the number of courses. Attractive napkin
folding completes the cover set-up.
At the centre of the table are bread baskets, butter dishes, salt and
pepper and low flower arrangements.
The toastmaster stands behind the chief host while the banquet
supervisor stands opposite him to receive signals.
The waiters stand at attention at the allotted tables and help the guests
to sit, assisting ladies first.
After all the guests are seated, the toastmaster announces the national
anthems of both the countries when all guests.
After the anthems are over the guests sit. The toastmaster announces
the start of the service.
Timing is important and the banquet supervisor receives the cue from
the toastmaster.
He conveys the signal to start service together.
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iii) Guests seated. Chairs pulled out by the waiter. Serviettes across
laps.
iv)If first course is not on the table, proceed to the hotplate to collect first
course.
v) Line up as previously mentioned. Top table first.
vi)Serve first course-top table waiters to commence service first.
vii) All food waiters should leave room after each course is served.
viii) Take in first course and lay fish course.
ix)Clear first course and lay fish courses.
x) Take out dirties and collect and collect fish course.
xi)Serve fish course. Leave room taking dirty silvers.
xii) Take in meat plates.
xiii) Clear fish course and lay meat plates.
xiv) Take out dirties and collect potato and other vegetable dishes.
xv) Deposit on sideboards on a hotplates.
xvi) Return to hotplate and collect main meat dish.
xvii) Present on each table and serve
xviii) Serve accompanying potatoes and vegetables.
xix) Leave room taking dirty silver.
xx) Continue until end of the meat.
N/B - The headwaiter will control all the food waiters at the
hotplate and variations to this service may be adopted according
to the situation.
- The headwaiter also controls the exit from hotplate into the
banqueting room.
a) Cash bar
Guests have to pay for each drink they consume.
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Guests either buy coupons for the value of drinks or pay the
cashier for their drinks who give them a bill acknowledging
payment before they can get their drinks from the bartenders.
The drink prices are specified in the contracts of Agreement and
may be discounted from regular bar prices.
b) Host bar
This is where the drink charges are borne by the host who would
like to track the consumption of liquor by the bottle or glass.
Sometimes a host wishes to put a cap on the number of drinks.
Coupons with price caps are distributed to the guests who can
only consume to that limit.
d) Corkage
This permits the host to bring his own stock of liquor for the
function and he will be charged corkage fee (a price for each
bottle opened).
The establishment would need to obtain a permit to serve drinks
on corkage.
e) Wine service
This is done at sit down dinners where there the sommelier will
replenish the wine as per the guest request.
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The type of table plan or layout to be used depends upon the
following major factors:-
i) The desires of the guest or organiser’s wishes.
ii) Nature of the function.
iii) Size and shape of room where the function is to be held.
iv)Number of covers required.
v) The type of service to be provided.
U-or T-shaped table arrangements may be used for smaller type of
function.
For a more formal luncheon or dinner, a top table (high table) and
separate table are more ideal.
Example
Professional
U-shaped
T-shaped
V-shaped
Square shaped
State function
E- or Comb shaped
Fish bone
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i) An alphabetical list of the people attending, giving an indication
of the table, or location on sprig, where the person has been
seated.
ii) A listing of the people attending by table, showing all the people
seated on a particular table or section of a sprig.
N/B -
Before the function three copies of each of the two-table seating
plans are made.
These go to:-
i) The organiser - checks all the necessary
arrangements.
ii) The guests- place at a prominent place for guest to see
where they
are supposed to seat.
iii) The banqueting manager- for references purposes.
Before various table plans can be shown to the organisers when a
function is being booked, careful consideration must be given to
spacing, that is:-
i) Width of covers
ii) Gangways
iii) Size of chairs
This is to allow a reasonable comfortable seating space for each guest
and at the same time, to give the waiter sufficient room for the service
of meal.
The gangway space should also allow two waiters to pass each other
without any accident occurring.
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iv)The space from the wall to the edge of the table should be a minimum
of 1.4 m
This is made up of 1 m gangway plus one chair width of 46 cm.
v) The height of the chair from the ground is approximately 46-50 cm
and this varies with design style of chair.
vi)The length of table used is generally 2 m.
vii) Round tables are 1.0, 1.5, or 2 m in diameter.
viii) Suggested area allowance for sit down function per person is
appr. 1.0-1.4 m2; for buffets the allowance is 1m2.
MODES OF ADDRESS
In the restaurant or banqueting context it will often be necessary to
address titled guests on their reception or at table and the proper form
must be used.
This will vary according to their rank, in the case of academic or
clerical titles, their degree, or office held.
The title itself will normally be used on place cards or by a master of
ceremonies, on introducing the guests, in a formal banqueting
situation.
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Baronet Sir (Christian name)
Baronet’s wife Lady (Surname)
Knight & wife as for Baronet & wife
Dame Dame (Christian name)
Government Service
Ambassadors Your Excellency or Sir
High commissioners Your Excellency or Sir
Cabinet minister Minister/Sir or Madam
Privy Councillor Minister/Sir or Madam
Clerical
The Pope Your Holiness
Archbishop Your Grace
Bishop My Lord or Your Lordship
Dean Mr Dean
Canon Canon......
Vicar/Rector Vicar or Rector or Mr......
Catholic Priest Father.....
Rabbi Rabbi.....
Service
Rank Rank..... or Sir
Civil
Lord Chief Justice If a peer, address accordingly
otherwise
My Lord or Your Lordship
High Court Judge My Lord or Your Lordship
County or Crown Court Judges Judge or Judge..... or Sir
Aldermen Mr Alderman or Mrs Alderman
Lord Mayors & Lady Mayoresses My Lord/My Lady or Mr
Mayor/Your Worship
Councillor Councillor...... or Sir or Madam
Citizen Sir or Mr.....
Citizen’s wife Madam..... or Mrs.......
Citizen’s son (young) Master........ (with Christian
name or Surname)
Citizen’s daughter Miss.....
Academic
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Professor Professor.......
Doctor Doctor.........
WEDDING FUNCTIONS
A wedding is the ceremony in which two people are united in
marriage or a similar institution.
Wedding traditions and customs vary greatly between cultures, ethnic
groups, religion, countries and social classes.
Most wedding ceremonies involve exchange of wedding vows by the
couple, presentation of a gift (offering, rings, symbolic items, flowers,
money) and a public proclamation of marriage by an authority figure
or leader.
A wedding reception is a party held after the completion of a marriage
ceremony.
It is held as a hospitality for those who have attended the wedding,
hence the name reception.
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If wedding is a sit down, remember to consider for spacing of tables,
covers, gangways and service and cutting of the cake will be done at
the end of the meal after the coffee and will be followed by any
necessary toast.
Seating plan for wedding breakfast may include U-shape, top table
and sprigs, top table and round star shapes etc.
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The food should be presented appetisingly and attractively on
the buffet.
The cutlery, flatware and chinaware required should be placed
conveniently near the service point in a decorative manner.
Food for replenishing the buffet must be nearby.
The centre of the buffet may be raised in order to show off the
buffet dishes to greater effect.
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OUTDOOR CATERING (OFF PREMISES CATERING)
Outdoor catering is a banquet service at external sites
This means catering to a large number of people at a venue of their
choice.
People choose outdoor catering to personalise an occasion.
All social, professional or state functions can have outdoor catering at
their own premises.
The banqueting procedures remain the same.
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This poses a challenge on the transportation of food to venue.
The food has to be kept fresh, warm, stored in safe containers
to avoid spillage during transportation and covered well from
dust, insects and other contaminants.
Transport should be large enough to carry folding tables,
folding chairs, chaffing dishes, crockery, cutlery, glassware
and service platters, each packed well to avoid breakages and
damage.
vi)Possibility of forgetting items
Once items are forgotten it may be hard or impossible to go
back for them or rectify errors, especially if the distances are
part apart.
The caterer may be forced to do with what he or she has
hence affecting the success of the function.
vii) Lack of essential facilities
Lack of essential facilities such as water, electricity in the
vicinity may hamper the work of a caterer who may be forced
to fetch water from far or do away with electricity that may
lack in the field.
viii) Acts of God
The weather influences on the functions such as Rain or even
strong heat which may even affect the temperatures of food,
proves a big problem in outdoor catering.
NOTE
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REFERENCES
1. Lillicrap Dennis and Cousin John (2006); Food and Beverage
service, Bookpower, (7th edition), London. (pg 357-385).
2. Andrews Sudhir (2008); Food and Beverage Management, Tata
McGraw-Hill publishing company Ltd, (1st edition), New Delhi New
York. (Pg305-326).
3. Andrews Sudhir (1980); Food and Beverage Service training
manual, Tata McGraw-Hill publishing company Ltd, (1st edition),
New Delhi New York. (pg165-170).
4. Verghese Brian (2005); Professional food and beverage service
management, Macmillan limited, India. (Pg 10,15-18,29-30)
5. Anker, Michael (1987); Basic restaurant theory and practice,
Longman Group, U.K
(pg 246-248)
6. Davis B. Et all (2004); Food and Beverage management,
Butterworth Heinemann, (3rd edition) U.k. (pg8-9).
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