HPC 002

- The former includes bartenders, wait staff, hosts,

The foodservice industry and busboys. The latter includes chefs, cooks,
managers, and dishwashers. Fast food restaurants
limit their staff to food preparation people, managers,
HISTORY and cashiers.

- The trend of food trucks adds a mobile component

§ The modern concept of preparing food as a
craft and a form of business can be traced to food service and requires just a few people to
all the way back to at least the 11th drive the truck, cook the food, and serve it through a
century with medieval quilds. Guilds were window.
made up of various types of merchants and
craftsmen, And each quild provided a 2. Producers and distributors of food, equipment, and
specialized good or service to the services, include equipment suppliers and food and
community. The guilds established more of
beverage suppliers.
an organized system within local economies
and allowed people to purchase and trade
from a variety of highly specialized - Equipment suppliers are an example of a segment
vendors. of the food service industry that does not deal
directly with food. Salespeople inform owners and
§ Bakers and butchers are just two examples managers of the latest supplies and appliances.
of specialized food craftsmanship. Guild
members would pass on their knowledge to new
generations by hiring apprentices. These
- Food suppliers may represent a farm or a food
apprentices would train under the production corporation. Their salespeople try to
established experts and learn the specific convince restaurants to use their products.
skills required of the profession. Representatives from wineries and liquor
companies work with restaurant chefs and
§ The guild system eventually fell out of bartenders to use their products in the restaurant.
favor in economic systems, but the concept
of the apprenticeship is still very common
Sectors of the Foodservice Industry
in the culinary profession today, and many
young chefs learn their craft through
mentorship and job shadowing under the The international foodservice industry provides millions
guidance of experienced chefs and food
of meals a day in a wide variety of types of operation.
professionals.

• Food
- Can include a wide range of styles and cuisine
Foodservice types. These can be classified by country, for
example, traditional British or Italian; by type of
à The foodservice (English) or Catering (British English) cuisine, for example, oriental; or a particular
industry includes the businesses, institutions, and specialty such as fish, vegetarian or health food.
companies which prepare meals outside the home. It
includes restaurants, school hospital cafeterias, • Beverages
catering operations, and many other formats. - Include all alcoholic and non-alcoholic drinks.
Alcoholic beverages include wines and all other
Foodservice Distributors types of alcoholic drink such as cocktails, beers
à Suppliers to foodservice operators who provide and cider, spirits and liqueurs.
small wares (kitchen utensils) and foods. Some
companies manufacture products in both consumer - Non-alcoholic beverages include bar
and food service versions. beverages such as mineral waters, juices,
squashes and aerated waters, as well as tea,
à The consumer version usually comes in individual- coffee, chocolate, milk and milk drinks and also
sized packages with elaborate label design for proprietary drinks such as Bovril.
retail sale.
Summary of Sectors in the Foodservice Industry
à The foodservice version is packaged in a much
larger industrial size and often lacks the colorful Profit oriented (public or private ownership) Cost Provision
label designs of the consumer version. (foodservice as main or secondary activity)
Restricted
This Industry is Divided into Two Groups Restricted Market General Market Market
Transport catering Hotels/restaurants Institutional
catering
1. Those that prepare and serve food and those that Clubs Popular catering Schools
produce and distribute food, equipment, and services Industrial (contract) Fast food/takeaway Universities and
needed by food providers. Colleges
- The most common example of the first group is Private welfare Retail stores Hospitals
Events/conferences/ex Armed forces
restaurants. Restaurants employ front of the house hibition
people and back of the house people.
 Leisure attractions Prisons
Motorway service Industrial (in-
stations house) 1. Customer
and Market
Pubs and wine bars
ODC (off-premises
8. Monitoring 2.
catering) of customer Formulation
satisfaction of policy

Food and Beverage Operations

à Food and beverage (or foodservice) operations in

the hospitality industry are concerned with the provision
7. Control of 3.
of food and drink ready for immediate consumption (but cost and Interpretation
revenues of demand
excluding retailing and food manufacturing)

à Foodservice operations are concerned with:

1. The consumer needs and market potential- in

the various sectors of the foodservice industry. 6.
Production
4. Planning
and design
and services of facilities

2. The formulation of policy and business

5.
objectives- that will guide the choice of operational Provisioning
methods that will be used.

3. The interpretation of demand- to make decisions Foodservice cycle

on the range and type of food and beverages to be - can be used as a basis to analyze and compare how
provided, as well as other services, and the service different foodservice operations work.
levels and prices to be charged.
- It provides a standard template or checklist so that
4. The planning and design of facilities- required for information about a specific operation can be collected
the food and beverage operations and the plant and and organized in a specific way. This can then be
equipment required. compared with the same information collected on other
foodservice operations.
5. The organization of provisioning- for food and
beverages and other purchasing requirements to - The foodservice cycle is also a dynamic model in that
meet the needs of food production, beverage it can be used to help understand how an individual
provision and the service methods used. operation works. Difficulties in one element of the
cycle will cause difficulties in the elements of the cycle
6. Knowledge of the operational and management that follow.
requirements for the food production, beverage
provision and service processes and methods • For example, difficulties with purchasing will
and decision making on the appropriateness of the have effects on food production and service and
together with the management and staffing needs control. Similarly, difficulties experienced under
in order to meet the requirements of the operation. one element of the cycle will have their causes in
preceding elements.
7. Control of costs- associated with the operation of
food production, beverage provision and other • For example, difficulties experienced in food and
services and the control of revenue. beverage service are often caused by factors
such as poor purchasing, inadequate stock
8. Monitoring of consumer satisfaction- to control, equipment shortages, poor room layouts
continually check on the extent to which the or staffing problems.
operation is meeting customer needs and achieving
customer satisfaction. Examples of Types of Food and Beverage Operations

Type of Operation Description

Eight Elements of Foodservice Cycles
Bistro Often a smaller
This summarizes what food and beverage (or establishment, with check
foodservice) operations are concerned with and tablecloths, bentwood
illustrates that it is not simply about food production, chairs, cluttered decor
beverage provision or food and beverage service. and friendly informal staff.
Tends to offer honest,
basic and robust cooking.

Brasserie This is generally a fairly

large, styled room with a
long bar, normally serving
 oneplate items rather cooked at the table,
than formal meals "Beni-hana oriental
(though some offer both). theme, again with food
Often it is possible just to prepared and cooked at
have a drink, coffee or table. Also includes
snack. Service provided themes such as jungle,
by waiters, often in rainforest or music/opera,
tradition style of long where waiting staff
aprons and block perform as well as serve
waistcoats.
International Often Michelin-starred
New wave brasserie Slick modern interior Destination Restaurant fine dining restaurants,
(gastrodome) design, coupled with offering a distinctive
similar approaches to personality, cuisine,
contemporary cuisine and ambiance, beverages and
service. Busy and service. Usually table
bustling and often large service of various levels
and multileveled but mostly personal and
highly attentive. Generally
Coffee shop Similar to brasserie-style considered as the home
operations, often themed. of gastronomy. Expensive
May be open all day and but also value laden
serve all meal types from
breakfast through to Health Food and Increasing specialization
supper Vegetarian Restaurants of operations into
vegetarianism and/or
First class Restaurant Usually formal fine dining health foods (though
restaurants with classical vegetarian food is not
preparation and necessarily healthy), to
presentation a food and meet lifestyle needs as
offering a high level of well as dietary
table (silver, guéridon requirements
and/or plated) service.
Offer associated with Cafeteria Primarily self-service with
classic/haute cuisine customer choosing
selection from a counter
Restaurant Term used to cover a or counters in varying
wide variety of designs and layouts.
operations. Price, level Originally developed for
and type of service, the industrial feeding
decor, styles, cuisines market but now seen in a
and degree of choice variety of sectors
varies enormously across
the range of types of Popular Catering and Developed from table
operation Service ranges Fast-Food Outlets service leashops and
from full table service to cafes through to
assisted service such a steakhouses, and now
carvery-style operations incorporating snack bars,
kiosks, diners, takeaways
International Indian, Oriental, Asian, and cafeterias, with
Restaurant Spanish, Greek, Italian modern-day burger,
Creole and Cajun are just chicken and fish
some of the many types of concepts, and with ethnic
cuisine available, with foods also being
establishments tending to incorporated. Meeting the
reflect specific ethnic needs of all-day meal
origins. Many of the dining (grazing) and also
standard dishes are now the need for 'grab and go'
appearing within a range service, especially for the
of other menu types. leisure, industrial and
travelling markets
Themed Restaurant Often international in
orientation, for example, Public Houses Licensed environment
Icelandic hot rock with primarily for drinking
food prepared and alcoholic beverages. May
 The Meal Experience
be simply a serving bar
with standing room for • There are many different kinds of food and beverage
customers or may have operation, designed to meet a wide range of demand.
more plush surroundings
incorporating the offer of • These different types of operation are designed for the
a variety of foods. These needs people have at a particular time, rather than for
con range from simple the type of people they are.
plated dishes through to
establishments offering • For example, a person may be a business customer
full restaurant service during the week, but a member of a family at the
(sometimes called weekend: they may want a quick lunch on one occasion,
gastropubs) a snack while travelling on another and a meal with the
family on another occasion. Additionally, the same
Wine Bars Often a manure of bar and person may wish to book a wedding or organise some
brasserie-style operation, other special occasion
commonly wine themed, serving
a variety of foods
The main aim of food and beverage operations is to
achieve customer satisfaction. In other words, to meet the
customers' needs. The needs that customers might be
Variables in Foodservice Operations
seeking to satisfy include:
Organizational Variables
• Nature of market being • Capacity o Physiological
- for example, the need to sate one's appetite or
met • Staff working
quench one's thirst, or the need for special foods such
• Legislative controls hours
as diabetic or vegetarian
• Scale of operation • Staff organization
• Marketing/merchandising • Staff capability
o Economic
• Style of menu and drinks Number of staff - for example, the need for good value; rapid, fast
list • Specialized service; a convenient location
• Range of choice service
• Opening times/service requirements o Social
period • Provisioning and - for example, going out with friends or business
• Production methods storage methods colleagues, attending a function in order to meet
• Type and capability of • Billing methods others.
equipment • Checking order
• Service methods taking) methods o Psychological
• Dining arrangements • Clearing methods - for example, the need for enhancement of self-
• Seating time • Dishwashing esteem: fulfilling life style needs; the need for variety
• Number of covers methods as a result of advertising and promotion.
available • Control method
costs/revenue o Convenience
Customer Experience - for example, as a result of being unable to get home
Variables (shoppers, workers) or attending some other event
• Food and drink available • Atmosphere (cinema, theatre): the desire for someone else to do
• Level of service and (including decor, the work, the physical impossibility of catering at
other services lighting, air home weddings and other special functions)
• Price range/value for conditioning,
money acoustics, noise, Meal Experience Factors
• Cleanliness and hygiene size and shape of
room, other Factor Description
customers, Food and Beverages on Includes the range of foods
attitude of staff) offer and beverages, choice,
Performance Measure
Variables
availability, flexibility for
• Seat turnover/customer • Sales/profit per sq special orders and the
quality of the food and
throughput m (or 1/per seat •
beverages.
• Customer • Sales analysis
spend/average check • Departmental
Level of service The level of service sought
• Revenue per member of profit
will depend on the needs
staff • Stock turnover people have at a particular
• Productivity index • Stock holding time. For example, a
• Ratio of food and • Complaint levels romantic night out may call
beverage sales to total • Level of repeat for a quiet table in a top-
sales business class restaurant, whereas a
group of young friends might
 be seeking more informal The benefits to the operation include:
service. This factor also
takes into account the • Increased sales
importance to the customer • Fewer complaints
of other services such as • Attracting new customers through increased
booking and account reputation
facilities, acceptance of • Increases in repeat business and customer loyalty.
credit cards and the
reliability of the operation's For individuals working in food and beverage service the
product. benefits of providing good customer service include:

Level of cleanliness This factor relates to the • Recognition - by management for promotion and
and hygiene premises, equipment and monetary reward
staff. Over the last few years • Achieving job satisfaction- which leads to
this factor has increased in increased motivation and loyalty
importance in customers'
minds. The recent media
Customer Service of an Operation
focus on food production and
the risks involved in buying In order the meet the customer's expectations and to
food have heightened enhance their meal experience, a foodservice operation
awareness of health and will determine the level of customer service that the
hygiene aspects customer should expect within that operation.

Perceived value for Customers have Customer service in foodservice operations is a

money and price perceptions of the amount combination of five characteristics:
they are prepared to spend
and relate this to differing 1. Service level- the intensity of or limitations in the
types of establishments and personal attention given to customers
operations. Also see notes
on price, cost, worth and 2. Service availability- for example, the opening times
value in Section 12.5, p.399 and variations in the menu and beverage list on offer.

Atmosphere of the This factor takes account of 3. Level of standards- for example, the quality of the
establishment issues such as design, food and beverage items provided, decor, standard of
decor, lighting, heating, equipment used and level of staffing professionalism
furnishings, acoustics and
noise levels, other 4. Service reliability- the extent to which the product is
customers, the smartness of intended to be consistent and its consistency in
the staff and the attitude of practice.
the staff Atmosphere of the
establishment 5. Service flexibility- the extent to which alternatives
are available, and to which there can be variations in
the standard products that are offered
Customer Service
A foodservice operation will determine the customer
Good customer service is often characterized by: service specification of the operation by taking account
of these five customer service factors.
• Meeting/exceeding customer expectations
• Knowing the benefits/features of the services Use of Resources
and products on offer
• Being able to listen actively Although a foodservice operation is designed to provide
• Being friendly and polite customer service, it must also be efficient in its use of
• Being able to adapt methods of communication resources. The three resources used in foodservice
to meet the individual needs of a range of operations are:
customers, for example those with language or
learning difficulties, health issues, different age 1. Materials- food, beverages and short use
groups and cultural differences equipment (such as paper napkins)
• Avoiding the use of jargon
• Forming professional relationships with 2. Labor- staffing costs
customers
• Achieving customer satisfaction. 3. Facilities- premises and plant and equipment

The management team must always take into account

the effect that the level of business has on the ability of
the operation, in order to maintain the customer service
requirement, while at the same time ensuring productivity • Allocation of space and the purchase of different types
in all of the resources being used. of equipment must be justified and the organisation of
the kitchen personnel must also be planned at the same
Customer Service Specification time. Many modern food production operations are
based on the process approach, as opposed to the
Within foodservice operations the level of service partie' (product approach) system.
in a specific operation may be defined as follows:
• The process approach concentrates on the specific
1. Technical specification techniques and processes of food production. This
- refers to the food and beverage items on offer, system places importance on the identification of these
the portion size or measure, the cooking common techniques and processes across the full
method, the degree of cooking, the method of range of required dishes.
presentation, the cover, accompaniments and
the cleanliness of items, etc. • Groupings are not based on the types of dishes or foods
(the basis of the partie system) but on the clustering of
2. Service specification similar production techniques and processes which
- refers to two aspects: first, the procedures for apply a range of common skills.
service and second, the way in which the
procedures are carried out. Procedures • Food production is an operating system and can be
include meeting and greeting, order taking, managed through a systems approach. A range of
seeking customer comments, dealing with different cuisines are able to fit neatly into this approach
complaints, payment and the special needs of because the key elements focus on the process and the
customers. The method in which the service way the food is prepared, processed (cooked), stored
is carried out includes paying attention to the and served. Using this approach, food production
level of staff attentiveness, their tone of voice systems may be identified using the
and body language, etc. input/process/output model of systems. Developing this
approach further, nine standard production methods
Operations will usually have written statements of both can be identified and these are shown in Table 1.7.
technical and service specification (often called a
customer service specification). These may also be Method Description
detailed in staff manuals that outline expected standards Conventional Term used to describe
of performance production utilising mainly
fresh foods and traditional
Level of Service and Standards of Service cooking methods

Convenience Method of production

There can be confusion when referring to the levels of
utilising mainly convenience
service and the standards of service, foods

o Level of service can range from being limited to Call order Method where food is
complex, with high levels of personal attention cooked to order either from
customer (as in cafeterias)
o Standards of service are a measure of the ability or from waiter. Production
of the operation to deliver the service level. area is often open to
customer area
Food Production Methods Continuous flow Method involving production
line approach where
different parts of the
- For a foodservice operation, the production system production process may be
must be organised to produce the right quantity of separated (e.g. fast food)
food at the correct standard, for the required number
of people, on time, using the resources of staff, Centralised Production not directly linked
equipment and materials effectively and efficiently. to service. Foods are held'
and distributed to separate
- As costs of space, equipment, fuel, maintenance service areas
and labour continue to rise, more thought and time
Cook-chill Food production storage and
have to be given to the planning of production regeneration method
systems and kitchen design. utilising principle of low
temperature control to
preserve quality of
- The requirements of the production system have to processed foods
be clearly matched to the type of food that is to be
prepared, cooked and served to the required market Cook-freeze Production, storage and
at the correct price. regeneration method
utilising principle of freezing
to control and preserve
 quality of processed foods.
Requires special processes Food and Beverage Service
to assist freezing

Sous-vide Method of production,

storage and regeneration Customer Customer Service
utilising principle of sealed Process Sequence
vacuum to control and
preserve the quality of
processed foods

Assembly kitchen A system based on Food Beverage

accepting and incorporating Production Provision
the latest technological
development in
manufacturing and Food and Beverage Service Sequence
conservation of food
products
1. Preparation for Service
2. Taking bookings
3. Greeting and seating/directing
Food and Beverage Service Methods 4. Taking food and beverage orders
The service of food and beverages may be carried out in 5. Serving of food
many ways depending on the following factors: 6. Serving beverages
7. Cleaning during service
8. Billing
• Type of establishment 9. Dealing with payments
• Time available for the meal 10. Dishwashing
• Type of menu presented 11. Cleaning following service
• Site of the establishment
• Type of customer to be served Simple Categorization of the Customer Processes
• Turnover of custom expected in Food and Beverage Service
• Cost of the meal served

A foodservice operation was traditionally only seen as Service Service area Ordering/
comprising the three operating systems of:
method selection
Table service Customer From menu
• Food production
enters and is
• Beverage provision
seated
• Food and beverage service
Assisted Customer From menu, buffet
service enters and is or passed trays
Within this view, food and beverage service was primarily
usually sealed
designed and managed as a delivery process, with the
customer being considered a passive recipient of the
self-service Customer Customer selects
service. Only the requirements of the operation itself
enters items onto a tray
would determine how the service was designed, planned
and controlled. This view has now changed, with the
customer being seen as being central to the process and Single point Customer Orders at single
also as an active participant within it. Consequently, service enters point
understanding the customer's involvement in the process,
and identifying the experience they are likely to have and Specialised Where the From menu or
should expect, have become critical to the business or in site customer is predetermined
success of foodservice operations. service located

It is also now recognised that food and beverage service Service Service Dining/ clearing
itself actually consists of two separate sub-systems, Method consumption
operating at the same time. These are: Table By staff to Al laid cover By staff
service customer
o the service sequence- which is primarily
concerned with the delivery of the food and Assisted Combination Usually at By staff
beverages to the customer. service of both staff laid cover
and
o the customer process- which is concerned with the customer
experience the customer undertakes to be able to
order, be served, consume and have the area self-service Customer Dining area Various
cleared. carries or takeaway
Single point Customer Dining area Various counter (often U-
service carries or takeaway shaped) on
stools: also found
Specialised Brought to Served By staff in sushi
or in site the where the or operations with
service customer customer is customer conveyor belt
located clearing delivering the
food

Food and Beverage Service Methods

Group B: Assisted Service

Group 1: Table Service Combination of Table service and Self-Service

Carvery Some parts of the
Service to customer at a laid cover
meal are served to
Walter Silver/English Presentation and seated customer;
service of food by offers parts are
waiting staff, collected by the
using a spoon customers. Also
and fork, onto a used for breakfast
customer's plate, service and for
from food flats or banqueting
dishes

Family Main courses Group C: Self-service

plated (but may Self-service of customers
be silver served) Cafeteria Counter Customers queue in
with vegetables line formation past a
placed in multi- service counter and
portion dishes on choose their menu
tables for requirements in
customers to help stages before
themselves, loading them onto a
sauces offered tray (may include a
separately carousel - a
revolving stacked
Plate/American Service of pre- counter, saving
plated foods to space)
customers. Now
also widely used Free-flow Selection as in
for banqueting counter (above) but
in food service area
Butler/French Presentation of where customers
food individually move at will to
to customers by random service
food service staff points; customers
for customers to usually exit area via
serve themselves a till point

Guéridon Food served onto Echelon Series of counters at

customer's plate angles to the
at a side table or customer flow within
trolley, may also a free-flow area,
include carving, Thus saving space
jointing and fish
filleting, the Supermarket Island service points
preparation of within a free-flow
foods such as area
salads and
dressings and Note: Some ‘call order” production may be included in
flambage cafeterias.

Bar counter Service to

customers
seated at a bar
Group D: Single point service separate eating area,
Service of customer at single point-consumed on or takeaway
premises or taken away
Takeaway Takeaway Customer orders Bar Term used to
and is served from describe order,
single point, at a service and payment
counter, hatch or point and
snack stand, consumption area in
customer consumes licensed premises
off the premises,
some takeaway
establishments Group E: Specialised (or in situ)
provide dining areas Service to customers in areas not primarily
designed for service
Drive-thru Form of takeaway
Tray Method of service of whole or
where customer
part of meal on tray to
drives vehicle past customer in situ, eg. at
order, payment and hospital beds; at aircraft seats,
collection points at train seats, also used in
ODC
Fast food Term originally used
to describe service Trolley Service of food and beverages
at a counter or hatch from a trolley, away from
where customers dining areas, e.g. for office
receive a complete workers at their desks, for
meal or dish in customers at aircraft seats, at
exchange for cash or train seats
ticket commonly
used nowadays to Home delivery Food delivered to customer's
describe type of home or place of work, e.g.
establishment 'meals on wheels, pizza home
offering limited delivery, or sandwiches to
range menu, fast offices
service with dining
area, and takeaway Lounge Service of variety of foods and
facility beverages in lounge area, e.g.
hotel lounge
Vending Provision of food
service and Room Service of variety of foods and
beverage service by beverages in guest bedrooms
means of automatic or in meeting rooms
retailing
Drive-in Customers park their motor
Kiosks Outstation used to vehicle and are served at their
provide service for vehicles
peak demand or in
specific location:
may be open for Food and Beverage Personnel
customers to order
Typical organisation charts for small and larger
and be served, or
hotels are given in Figures 1.7 and 1.8. In both these
used for dispensing
charts various food and beverage job roles are identified.
to staff only
For food and beverage operations not set within hotels,
the organisation often resembles the food and beverage
Food court Series of
section of the hotel organisation charts.
autonomous
counters where However, different terminology can be used for the
customers may various job roles in differing types of establishment. The
either order and eat various job roles in food and beverage service are
(as in a Bar counter, identified below. In some smaller operations a number of
see above) or buy these job roles may be combined.
from a number of
counters and eat in
 Small Hotel Organisation Chart o Chef de partie/Section Chef
- A chef de partie may also be known as a section
chef and is usually in charge of a specific area of
food production such as fish, vegetables, roasts,
sweets or the larder. In larger kitchens, each chef
de partie might have several cooks and/or
assistants.

o Commis Chef
- A commis is a junior chef who works under a chef
de partie in order to gain experience in the
section's work. It is common for commis chefs to
work in a number of sections as part of their
training.

o Kitchen Assistants
- There are often two types of kitchen assistants.
Kitchen hands assist with basic food preparation
tasks under the section chef's direction. Stewards
work in the scullery and carry out the washing-up
and general cleaning duties. In smaller kitchen
Large Hotel Organisation Chart operations these two duties are often combined.

Food and Beverage Service Job Roles

o Restaurant Manager/ Supervisor

- The restaurant manager or supervisor has overall
responsibility for the organisation and
administration of particular food and beverage
service areas. These may include the lounges,
room service in hotels), restaurants and possibly
some of the private function suites. It is the
restaurant manager who sets the standards for
service and is responsible for any staff training that
may be required, either on or off the job. They may
make out duty rotas, holiday lists and hours on and
off duty and contribute to operational duties
(depending on the size of the establishment) so
that all the service areas run efficiently and
smoothly.

o Head Waiter/Maître D'hôtel/ Supervisor

Food Production Job Roles - The head waiter has overall charge of the staff
team and is responsible for seeing that all the pre-
o Head chef/ Maître chef de Cuisine preparation duties necessary for service are
- The head chef has overall responsibility for the efficiently carried out. The head waiter will aid the
organisation and administration of the food reception head waiter during the service and will
production operation. He or she is responsible for possibly take some orders if the station waiter is
the management of the food production team, often busy. The head waiter also helps with the
called a kitchen brigade. They also undertake menu compilation of duty rotas and holiday lists and may
planning and development, overseeing the sourcing relieve the restaurant manager or reception head
of produce, settings standards for the operation and waiter on their days off.
ensuring they are maintained.
o Station Head Waiter/ Section Supervisor/Service
o Second chef/ Sous-chef de Cuisine Captain
- The sous-chef is the second in command to the chef - For larger establishments the restaurant area is
de cuisine and will act as head chef when the head broken down into sections. The station head waiter
is off-duty. He or she may also cover for or assist a has overall responsibility for a team of staff serving
chef de partie when required. They often have a number of stations within a section of the
responsibilities for staff training and staff rotas as restaurant area. Each of the sets of tables (which
well as overseeing stock control. In smaller may be anything from four to eight in number)
operations there might not be a sous-chef, while within the section of the restaurant area is called a
larger operations may have more than one station. The station head waiter will also assist in
 taking food and beverage orders and assist with and dinner and any coffee required after meals.
service if required. They are responsible for setting up the lounge in
the morning and maintaining its cleanliness and
o Station Waiter/ Chef De Rang presentation throughout the day.
- The chef de rang or station waiter provides service
to one set of tables (between about four and eight) o Wine Butler/Wine Waiter/ Sommelier
known as a station within the restaurant area. The - The sommelier is responsible for the service of all
station waiter will take the food and beverage alcoholic drinks and non-alcoholic bar drinks
orders and carry out service at the table with the during the service of meals. The sommelier must
help of the demi-chef de rang. also be a good sales person. This employee
should have a thorough knowledge of all drink to
o Assistant Station Waiter/ Demi-Chef De Rang be served, of the best wines and drinks to go with
- The assistant station waiter or demi-chef de rang certain foods, and of the liquor licensing laws in
is the person next in seniority to the station waiter respect of the particular establishment and area.
and assists as directed by the station waiter.
o Bar Staff/Bar Tender/ Mixologist
o Waiter/Server/Commis De Rang - The people working within bar areas must be
- The waiter or commis de rang acts by instruction responsible and competent in preparing and
from the chef de rang. This person mainly fetches serving a variety of wine, drinks and cocktails.
and carries, may do some of the service of either They should have a thorough knowledge of all
vegetables or sauces, offers rolls, places plates alcoholic and non-alcoholic drinks offered within
upon the table and helps to clear the tables after the establishment, the ingredients necessary for
each course. During the pre-preparation period making cocktails and knowledge of the liquor
much of the cleaning and preparatory tasks will be licensing laws to ensure legal compliance. A
carried out by the commis de rang. mixologist is an employee who mixes and serves
alcoholic beverages at a bar and is also often used
o Trainee Commis/ Debarrasseur/ Apprentice as a name for people who create new mixed drinks.
- The trainee commis or debarrasseur is the The term can also mean a cocktail maker or simply
apprentice or learner who wishes to take up food bartender. Mixology is the art of making mixed
service as a career. The debarrasseur will carry drinks.
out many of the tasks during the pre-preparation
periods. During the service this person will keep o Barista
the sideboard well stocked with equipment and - The word barista is of Italian origin. In Italian, a
may help to fetch and carry items as required for barista is a male or female bartender who typically
the bar or kitchen. As their skills develop, they will works behind a counter, serving both hot and cold
also begin to assist in the service at the table. beverages as well as alcoholic beverages. Barista
does not mean specifically a coffee maker
o Carver/ Trancheur although it is now often used as such. The plural in
- The carver or trancheur is responsible for the English is baristas.
carving trolley and the carving of joints at the table
as required. The carver will plate up each portion o Buffet Assistant/ Buffet Chef/ Chef De Buffet
and serve with accompaniments as appropriate. - The chef de buffet is in charge of the buffet in the
room, its presentation, the carving and portioning
of food and its service. This staff member will
o Floor or Room Service Staff/ Chef D'étage/ Floor or normally be a member of the kitchen team.
Room Waiter
- The floor or room service staff are often o Cashier
responsible for a complete floor in an - The cashier is responsible for billing and taking
establishment or, depending on the size of the payments or making ledger account entries for a
establishment, a number of rooms or suites. Room food and beverage operation. This may include
service of all meals and beverages throughout the making up bills from food and drink checks or, in a
day is normally only offered by a first-class cafeteria for example, charging customers for their
establishment In smaller establishments room selection of items on a tray.
service may be limited to early morning teas and
breakfasts with the provision of in-room mini bars o Counter Assistants
and tea and coffee facilities. - Counter assistants are found in cafeterias where
they will stock the counter and sometimes serve or
o Lounge Staff/ Chef De Sale portion food for customers. Duties may also
- Lounge service staff may be employed only for include some cooking of call order items.
lounge service within larger establishments. In a
smaller establishment it is usual for members of o Table Clearers
the food service staff to take over these duties on - Again, table clearers can be found in seating areas
a rota basis. The lounge staff are responsible for where there is no waiter service. These people are
the service of morning coffee, afternoon teas, responsible for clearing tables using trolleys
apéritifs and liqueurs before and after both lunch
 specially designed for stacking crockery, CHAPTER II:
glassware, cutlery, etc.
Staff attributes, skills, and knowledge
o Function Catering/ Banqueting Staff/ Events Staff
- In establishments with function catering facilities
there will normally be a number of permanent staff. Success in Food and Beverage
These will include the banqueting and
conferencing manager, one or two assistant
Today more people than ever are eating outside
managers, one or two head waiters, a dispense the home and to meet this demand there is increasing
person and a secretary to thebanqueting and
diversity in the nature and type of food and beverages on
conferencing manager. All other banqueting, offer. Because of the expansion of the industry and
conferencing and events staff are normally increasing requirements for improved professionalism in
engaged as required on a casual basis. In small food and beverage service staff, there is even greater need
establishments where there are fewer events, the for people to make their careers in this noble profession. In
manager, assistant manager and head waiter will
addition, there is a need for improved confidence and
undertake the necessary administrative and performance of staff, through higher standards of
organisational work. knowledge and skills.
Staffing Requirements
Food and beverage service is the essential link
between customers and the menu, beverages and other
The staffing requirements in various establishments
services on offer in an establishment. The server is the
differ for a number of reasons. Table 1.11 gives examples main point of contact between the customers and the
of the food and beverage staffing that might be found in establishment and plays an important role in a profession
different types of operation. with increasing national and international status. The skills
and knowledge of food and beverage service, and
Examples of staffing requirements for different types of
food service operation therefore careers, are transferable between
establishments, sectors and throughout the world.
Medium Class Hotel Cafeteria
To be successful in food and beverage service
Hotel manager Assistant Catering manager
requires members of staff to have:
manager Head waiter Supervisors Assistant
Waiters supervisors Counter
• sound product knowledge
Wine waiter Cashier service hands
Clearers Cashier • well-developed interpersonal skills
• a range of technical skills, and
Department Store Industrial • the ability to work as part of a team.
Foodservice/Welfare
Working in food and beverage service offers a wealth of
Catering
opportunity for professional development and
Catering manager Catering manager
advancement - for those committed to the hospitality
Assistant catering Assistant catering
industry and to working in food and beverage service, a
manager Supervisor manager Supervisors
fulfilling, exciting and enjoyable career awaits.
Assistant supervisors Assistant supervisors
Cashier Dispense bar Waiter Steward/butler
Attributes of Food and beverage Personnel
staff Wine waiting staff Counter service staff
Waiting staff Clearers Cashiers
Appearance and behaviour contribute to the first
Popular Price impression others have of you and are seen as a reflection
Restaurant of the hygiene standards of the establishment and the
Restaurant quality of service to come.
manager/supervisor
Waiting staff Dispense Professional and Hygienic Appearance
bar assistant
All staff should be aware of the factors listed below and it
is their individual responsibility to ensure that they are put
into practice:

• Staff should be clean and should use deodorants (but

not strong smelling ones).

• Aftershave and perfumes should not be too strong (as

this may have a detrimental effect on the customer's
palate).
• Sufficient sleep, an adequate and healthy intake of
food and regular exercise is essential for good health
and the ability to cope with the pressures and stress
of work.

• Particular attention should be paid to the hands. They

must always be clean, free of nicotine stains and with
clean, well-trimmed nails.

• Teeth should be brushed before coming on duty and

the breath should be fresh smelling.
• Men should normally be clean-shaven or with any
moustache or beard neatly trimmed.

• Women should only wear light make-up. If nail varnish

is worn then it should be clear.

• Earrings should not be worn with the possible

exception of studs/sleepers.

• Uniform must be clean, starched as appropriate and

pressed. All buttons must be present.