F & B Service - I

Food and Beverage Service-I
CHAPTER ONE
Introduction To Food & Beverage Service Industry
1.1 History And Evolution
Introduction:
“Hotel or Inn” is defined by British law “as a place where a bonafide traveller can receive
food and shelter provided he is in a position to pay for it and is in a fit condition to be
received”. Hence, a hotel must provide food and beverage and lodging to travellers, on
payment and has in turn a right to refuse if the traveller is drunk, disorderly unkempt or is
not in a position to pay for the services.
Origin:
The Hotel Industry is perhaps one of the oldest commercial endeavors in the world. The
first inns go back to the 6th century B.C and where the products of the urge to travel,
spurred by the invention of the “wheel” .The earliest inns where ventures by husband and
wife teams who provided large halls for travellers to make their own beds and sleep on
the floor. They also provide modest wholesome food, thirst-quenchers like wine, port, ale
etc. and stabling facilities. Entertainments and recreations were provided by the hosts’
wife or his wench. The entire cooking, service and recreation was provided by the
husband and wife team and his family.
These conditions prevailed for several hundred years. The advent of the industrial
revolution in England brought ideas and progress in the business of inn keeping. The
development of railways and steamships made travelling more prominent. The Industrial
revolution also changed travel from social or government travel to business travel. There
was a need for quick and clean service.
The lead in hotel keeping were taken by the emerging nations of Europe especially
Switzerland. It was in Europe that the birth of an organized hotel industry took place in
Jinka University Page 1

the shape of chalets and small hotels which provided a variety of services and where
mainly patronized by the aristocracy of the day.
The real growth of the modern hotel industry took place in the USA beginning with the
opening of City Hotel in New York in 1794. This was the first building specifically
erected for hotel purpose. This eventually led to great competition between different
cities and resulted in frenzied hotel building activity.
Some of the finest hotels of the USA were built in this era, but the real boom in hotel
building came in the twenties. This period also saw the beginning of chain operation
under the guidance of E.M.Statler it involved big investments, big profits and trained
professionals to manage the business.
The Depression in 1930 had a disastrous effect on the hotel industry. It was felt that the
industry would never recover; but the outbreak of World War II brought a tremendous up
surge. This prosperity continued through the war years into the 50’s when two new
concepts emerged: a) Motels b) International Chain Operations. While the growth of
motels was restricted to the North American continent, International Chain Operations
spread into all continents. Individual entrepreneurs found themselves crushed in the race
of multi-dimensional, multi-national industry. International chains could provide the
expertise technology and marketing thrust that the individual owners could not provide.
Individual owners thus merged themselves to large international chains such as
Sheratons, Hiltons, Hyatt, and Holiday Inn & Ramada Inn etc. These international chains
provided the following services to the individual owners.
a) Partnership- Sharing Equity and profits.

b) Franchise- Providing “Name” and “Association”, marketing services in exchange
for franchise and marketing fees.
c) Management-Expertise in management, professional managers, technicians,
manuals, systems etc. on the basis of management fees and share of profits as
incentive payments.
d) Marketing- Active selling, chain benefits, reservation tie-up etc. on payment for
marketing fees and incentive payments.

1.2 Types of food and beverage outlets/operations

Various catering establishments are categorized by the nature of the demands they meet.
The following are some of the catering establishments.
1.2.1 Restaurant
A restaurant is an establishment that serves the customers with prepared food and
beverages to order, to be consumed on the premises. The term covers a multiplicity of
venues and a diversity of styles of cuisine. Restaurants are sometimes also a feature of a
larger complex, typically a hotel, where the dining amenities are provided for the
convenience of the residents and for the hotel to maximize their potential revenue. Such
restaurants are often open to non-residents also.
1.2.2 Transport Catering
The provision of food and beverages to passengers, before, during and after a journey on
trains, aircraft and ships and in buses or private vehicles is termed as transport catering.
These services may also be utilized by the general public, who are in the vicinity of a
transport catering unit. The major forms of modern day transport catering are airline-
catering, railways catering, ship catering and surface catering in coaches or buses which
operate on long distance routes.
1.2.2.1 Airline Catering
Catering to airline passengers on board the air craft, as well as at restaurants situated at
airport terminals is termed as airline catering. Modern airports have a variety of food and
beverage outlets to cater to the increasing number of air passengers. Catering to
passengers en route is normally contracted out to a flight catering unit of a reputed hotel
or to a catering contractor or to the catering unit operated by the airline itself as an
independent entity.
1.2.2.2 Railway Catering
Catering to railway passengers both during the journey as well as during halts at different
railway stations is called railway catering. Travelling by train for long distances can be
very tiring; hence a constant supply of a variety of refreshment choices helps to make the
journey less tedious. On-board meal services are also provided on long distance trains.

1.2.2.3 Ship Catering

Ship catering is catering to cargo crew and passenger ship passengers. Ships have
kitchens and restaurants on board. The quality of service and facilities offered depends on
the class of the ship and the price the passengers are willing to pay. There are cruises to
suit every pocket. They range from room service and cocktail bars to specialty dining
restaurants.
1.2.2.4 Surface Catering
Catering to passengers traveling by surface transport such as buses and private vehicles is
called surface catering. These eating establishments are normally located around a bus
terminus or on highways. They may be either government run restaurants, or privately
owned establishments. Of late there has been a growing popularity of Punjabi style
eateries called dhabas on the highways.
1.2.3 Outdoor Catering
This catering includes the provision of food and drink away from home base and
suppliers. The venue is left to the peoples’ choice. Hotels, restaurants and catering
contractors meet this growing demand. The type of food and set up depends entirely on
the price agreed upon. Outdoor catering includes catering for functions such as
marriages, parties and conventions.
1.2.4 Retail Store Catering
Some retail stores, apart from carrying on their primary activity of retailing their own
wares, provide catering as an additional facility. This type of catering evolved when large
departmental stores wished to provide food and beverages to their customers as a part of
their retailing concept. It is inconvenient and time consuming for customers to take a
break from shopping, to have some refreshments at a different location. Thus arouse the
need for some sort of a dining facility in the retail store itself. This style of catering is
becoming more popular and varied nowadays.
1.2.5 Club Catering

Club catering refers to the provision of food and beverages to a restricted member
clientele. Some examples of clubs for people with similar interests are turf clubs, golf

clubs, cricket clubs etc. The service and food in these clubs tend to be of a fairly good
standard and are economically priced. Night clubs are usually situated in large cities that
have an affluent urban population. They offer entertainment with good food and
expensive drinks.
1.2.6 Welfare Catering
The provision of food and beverages to people to fulfill a social obligation, determined
by a recognized authority, is known as welfare catering. This grew out of the welfare
state concept, prevalent in western countries. It includes catering in hospitals, schools,
colleges, the armed forces and prisons.
1.2.7 Industrial Catering
The provision of food and beverages to ‘people at work,’ in industries and factories at
highly subsidized rates is called industrial catering. It is based on the assumption that
better fed employees at concessional rates are happy and more productive. Catering for a
large workforce may be undertaken by the management itself, or may be contracted out
to professional caterers. Depending on the choice of the menu suggested by the
management, catering contractors undertake to feed the workforce for a fixed period of
time at a predetermined price.
1.2.8 Leisure-Linked Catering
This type of catering refers to the provision of food and beverages to people engaged in
‘rest and recreation’ activities. This includes sale of food and beverages through different
stalls and kiosks at exhibitions, theme parks, galleries and theatres. The increase in the
availability of leisure time and a large disposable income for leisure activities has made it
a very profitable form of catering.

CHAPTER TWO
ORGANIZATION OF FOOD AND BEVERAGE SERVICE ESTABLISHMENTS
2.1 Hierarchical structure
Food & Beverage Director
Food & Beverage Manager
Assistant Food & Beverage

Manager
Exec.Chef Coffee shop Mgr Restaurant Mgr Room service Mgr Banquet
Mgr Bar Mgr
Sous.Chef Senior Captain Senior Captain RSOT/Senior Captain Senior

Captain Senior Captain
Chef de partie Captain Captain Captain Captain

Captain
Demi-chef de partie Waiters Waiters Waiters Waiters
Sommelier/Waiters
Commis I App/Trainees App/Trainees App/Trainees App/Trainees
App/Trainees
Commis II
Commis III
App/Trainees

2.2 Duties & Responsibilities of F & B Personnel:
All types of catering establishments require a variety of staff positions in order to operate
effectively and efficiently. The food and beverage service department usually has the largest
staff. Able leadership and supervision is required to effectively direct the department and guide
the staff. The personnel in the food and beverage service industry require practical knowledge of
operations as even a small error can cause displeasure to the guest.
Coordination of activities of all outlets is essential to provide the guest with quality service at all
times. Teamwork is the watchword in any food and beverage service department. A dedicated
and committed team, with able leadership, under ideal working conditions, helps in fulfilling the
establishment's ultimate goal of guest satisfaction.
The important duties and responsibilities of the restaurant staffs are discussed in this section.
2.2.1 Food and Beverage Manager
The food and beverage manager is the head of the food and beverage service department, and is
responsible for its administrative and operational work. Food and Beverage Managers direct,
plan and control all aspects of food and beverage services. Food and Beverage Managers require
excellent sales and customer service skills, proven human resource management skills, and good
communication and leadership skills. Desired knowledge for this position includes knowledge of
the products, services, sector, industry and local area, and knowledge of relevant legislation and
regulations, as well. Hence it is said that food and beverage manager is a Jack-of-all-trades, as
the job covers a wide variety of duties. In general, food and beverage manager is responsible for:
i) Budgeting
The food and beverage manager is responsible for preparing the budget for the department. He
should ensure that each outlet in the department achieves the estimated profit margins.
ii) Compiling New Menus and Wine Lists

In consultation with the chef, and based on the availability of ingredients and prevailing trends,
the food and beverage manager should update and if necessary, compile new menus. New and
updated wine lists should also be introduced regularly.
iii) Quality Control

The food and beverage manager should ensure quality control in terms of efficiency in all service
areas, by ascertaining that the staffs are adequately trained in keeping with the standards of the
unit.
iv) Manpower Development

The food and beverage manager is responsible for recruitment, promotions, transfers and
dismissals in the department. He should hold regular meetings with section heads, to ensure that

both routine as well as projected activities of the department go on as planned. He must also give
training, motivate and effectively control staff.
2.2.2 Assistant Food and Beverage Manager
The assistant food and beverage manager assists the food and beverage manager in running the
department by being more involved in the actual day-to-day operations. This position exists only
in large organizations. An assistant food and beverage manager's job includes:
i) Assisting section heads during busy periods.

ii) Taking charge of an outlet, when an outlet manager is on leave.
iii) Setting duty schedules for all the outlet managers and monitoring their performance.
iv) Running the department independently in the absence of the food and beverage manager.
2.2.3 Restaurant Manager
Restaurant Manager is responsible for directing and supervising all activities pertaining to
employee relation, food production, sanitation, guest service and operating profits. The
restaurant manager is either the coffee shop manager, bar manager or the specialist restaurant
manager. The restaurant manager reports directly to the food and beverage manager and has
overall responsibility for the organization and administration of a particular outlet or a section of
the food and beverage service department. The restaurant manager's job includes:
i) Setting and monitoring the standards of service in the outlets.

ii) Administrative duties such as setting duty charts, granting leave, monitoring staff positions,
recommending staff promotions and handling issues relating to discipline.
iii) Training the staff by conducting a daily briefing in the outlet.
iv) Playing a vital role in public relations, meeting guests in the outlets and attending to guest
complaints, if any.
v) Formulating the sales and expenditure budget for the outlet.
vi) Planning food festivals to increase the revenue and organizing advertisement campaign of the
outlet along with the chef and the food and beverage manager.
2.2.4 Room Service Manager
The room service manager reports directly to the food and beverage manager and is responsible
for the room service outlet. The room service manager checks that the service rendered to the
guests conforms to the standards set by the hotel. He also monitors all operational aspects of the
outlet such as service, billing, duty charts, leave and absenteeism, in addition to attending to
guest complaints regarding food and service.
The room service manager is also in charge of the sales and expenditure budget. The room
service is most liable to have problems. The room service manager should ensure coordination
among the room service order taker, the captain and the waiter. It is necessary for the room
service manager to be present in the outlet during peak hours to interact with other departments

of the hotel and to take regular momentums of all the equipment used In the event of the hotel
offering valet service and the room service manager takes charge of that service as well.
2.2.5 Bar Manager
Bar Manager organizes and controls a bar's operations. A bar manager arranges the purchase and
pricing of beverages according to budget; selects, trains and supervises bar staff; maintains
records of stock levels and financial transactions; makes sure bar staff follow liquor laws and
regulations; and checks on customer satisfaction and preferences.
The bar manager should have good interpersonal skills and good memory. He must be efficient
and speedy, must enjoy working with people. He should have good cash-handling skills.
2.2.6 Banquet Manager
The banquet manager supervises the banquet operations, sets up break-down service according to
the standards established by the hotel. He co-ordinates the banquet service in conjunction with
other departments involved and prepares weekly schedules for the banquet personnel.
From the time the bookings are done till the guest settles the bill, the banquet manager is in
charge of all aspects of banquet and conference operations. He supervises the work of the
banquet sales assistants, who do the banquet bookings and the captains and waiters who perform
the food and beverage service activities under his guidance. He is responsible for organizing
everything right down to the finest detail. The banquet manager projects the budget of the
banquets, and works in close coordination with the chef in preparing menus.
He is responsible for making an inventory of all the banquet equipment and maintaining a
balance between revenue and expenditure. Banquet managers may also be designated as assistant
managers in the food and beverage service department.
2.2.7 Other Staff Designations at Various Levels
The following are the various designations with their job specifications in the food and beverage
department.
i) Senior Captain or Maitre d’ Hotel

The senior captain has overall responsibility for operations. He prepares the duty charts in
consultation with the outlet manager. He oversees the Mise-en-place, cleaning, setting up of the
outlet and staffing to ensure that the outlet is always ready for service. The senior captain
receives the guests and hands them over to the captain or station holder. He takes orders from
guests if the captain is unable to do so. The senior captain should be an able organizer and also
be prepared to take over the duties of any member of the staff as and when required.

ii) Reception Head Waiter

This staff member is responsible for accepting any booking and for keeping the booking diary
up-to-date. He / she will reserve tables and allocate these reservations to particular stations. The
reception head waiter greets guests on arrival and takes them to the table and seats them.
iii) Captain / Chef de Rang

This position exists in large restaurants, as well as in the food and beverage service department
of all major hotels. The captain is basically a supervisor and is in charge of a particular section.
A restaurant may be divided into sections called Stations, each consisting of 4 to 5 tables or 20 to
24 covers. A captain is responsible for the efficient performance of the staff in his station. A
captain should possess a sound knowledge of food and beverage, and be able to discuss the menu
with the guests. He should be able to take a guest's order and be an efficient salesperson.
Specialized service such as gueridon work involves a certain degree of skill, and it is the captain
who usually takes the responsibility to do this work.
iv) Waiters / Commis de Rang / Server

The waiters serve the food and beverage ordered by a guest and is part of a team under a station
captain. They should be able to perform the duties of a captain to a certain extent and be a
substitute for the captain if he is busy or not on duty. They should; also be knowledgeable about
all types of food and beverages, so that they can effectively take an order from a guest, execute
the order and serve the correct dish with its appropriate garnish and accompaniment. They
should be able to efficiently coordinate with the other staff in the outlet.
v) Trainee / Commis De Barraseur

The trainees work closely with the waiters, fetching orders from the kitchen and the bar, and
clearing the side station in a restaurant. They serve water and assist the waiter. They are mainly
responsible for the mise-en-place, and stacking the side board with the necessary equipment for
service. The debarrasseur is the ‘learner’, having just joined the food service staff, and possibly
wishing to take up food service as a career.
vi) Wine Waiter / Sommelier

Wine waiters have an important role to play in reputed establishments. Their job is to take orders
for the service of wine and alcoholic beverages and serve them during the meal. Hence they
should be knowledgeable about wines that accompany a particular dish and the manner in which
they should be served. They should also be aware of the licensing laws prevalent in the city and
should be efficient sales persons.
vii) Room Service Waiters / Chef D’etage

Room service waiters work in the room service outlet, serving food and beverage to guests in
their rooms. The order is placed by the guest on telephone, and is recorded on a Kitchen Order
Ticket (K.O.T). It is then passed on to the duty captain. The duty captain in turn places the order
in the kitchen or the bar, as the case may be. The room service waiter, who has been assigned
that order, sets the tray according to the food or beverage ordered, picks up and delivers the order
when it is ready.

viii) Carver / Trancheur

The carver is responsible for the carving trolley and the carving of joints at the table as required.
The carver will plate up each portion with the appropriate accompaniment.
ix) Floor Service Staff / Floor Waiter

The floor service staffs are often responsible for an entire floor in an establishment or, depending
on the size of the establishment, a number of rooms or suites. Floor service of all meals and
breakfast is offered either throughout the day or in a limited time depending on the size of the
establishment.
The floor service staff would normally work from a floor pantry or from a central kitchen with
all food and drink reaching the appropriate floor and the required room by lift and in a heated
trolley.
x) Lounge staff / Chef de sale
Lounge staff may deal with lounge service as a specific duty only in a first class establishment.
The lounge staff is responsible for the service of morning coffee, afternoon teas, aperitifs and
liqueurs before and after both lunch and dinner, and any coffee top ups required after meals.
They would be responsible for setting up the lounge in the morning and maintaining its
cleanliness and presentation throughout the day.
xi) Cocktail Bar Staff
The person who works on the cocktail bar must be responsible, well versed in the skills of
shaking and stirring cocktails and should have thorough knowledge of all alcoholic and non-
alcoholic drinks, the ingredients necessary for the making of cocktails and of the licensing laws.
xii) Buffet Assistant / Buffet Chef / Chef de buffet
The chef de buffet is in charge of the buffet in the room, its presentation, the carving and
portioning of food and its service. This staff would normally be a member of the kitchen team.
The cashier is responsible for the takings of the food and beverage operation. This may include
making up bills from food and drink check or, alternatively, in a cafeteria, for example, charging
customers for their selection of items on a tray.
xiii) Counter Assistants
Counter assistants are found in cafeterias where they would stock the counter and sometimes
serve or portion food for customers. Duties may also include some cooking of call order items.
xiv) Table Clearers
Table clearers are responsible for clearing tables and trolleys, specially designed for good
stacking of crockery, glassware, cutlery, etc.
2.3 Attributes of a Food & Beverage Service Personnel:
The quality of service staff in any establishment reflects the quality of the establishment itself.
No matter how good the food and ambience are, poorly trained, untidy or rude staff can
antagonize customers. On the other hand, if the staffs are well-trained and efficient, they can, to a
certain extent, make up for other shortcomings in the services provided.
1) Personal Hygiene and Appearance
· All members of the staff should be well-groomed and clean at all times, as this gives them a
sense of well-being and confidence to do their job efficiently.
· The hands of the waiting staff should be given special attention, as they are constantly under
the scrutiny of the guests. Nails should be trimmed, and kept clean. Playing with one's hair and
face should be avoided.
· Chewing gum should be avoided in all public areas of the hotel.
· Minimum jewellery should be worn by the service staff. A wrist watch, finger ring and plain
earrings (for girls only) should be permitted.
· If an employee has a skin problem; a doctor should be consulted immediately
· Uniform should be clean and well-pressed. Shoes should be properly polished and well-fitting.
2) Good Conduct
All service staff should be well-mannered and respectful to guests, and to senior members of the
staff. They should be calm and pleasant, even in the most tiring circumstances. They should be
able to satisfactorily solve any problem that may arise. In case of difficulty, a senior and
experienced member of the staff should be consulted. Tact, punctuality and honesty are
admirable qualities among service personnel.
3) Good Memory
A good memory helps to improve performance. It also helps the service personnel to attend to
small but important details such as remembering a guest's name or his likes and dislikes
regarding food and beverage.
4) Observation
A keen sense of observation and an eye for detail will help a member of the staff to be more
efficient at his job. An ability to correctly judge people is definitely an advantage. A sense of
anticipation in the service industry is an invaluable quality. The ability to anticipate what a guest
or the management needs, even before it is asked for creates a very good impression.
5) Concentration and Skill
Waiting at a table requires concentration and skill. Service staff should develop a sense of
urgency in the performance of their duties. Good service may not be commented upon, but bad
service is surely noticed and talked about. Service should be prompt without the show of haste.
6) Salesmanship
Food and beverage service personnel are technical salespersons; hence they should have a
thorough knowledge of the proper presentation and service of all the food and beverages served
in the establishment. Waiters should be kept informed by their superiors of deletions or additions
to the menu.
7) Ability to Assume Responsibility
All service staff should be able to cope up with the demands of the job and possess the ability to
assume responsibility. They should be loyal to their employers, responsible to the guests and
friendly towards their fellow workers. They should not consider any job as menial, and should be
willing to perform all kinds of jobs efficiently. This will help the service staff to grow in their
careers and at the same time enhance the image of the establishment in the eyes of the guests.
8) Maximize Revenue
Cutting down on costs and maximizing the revenue of the establishment should be of prime
objective to all members of the staff, even to those in junior positions.
9) Punctuality
Punctuality is all-important. If staff is continually late for duty, it shows a lack of interest in his
work and a lack of respect for the management and customers.

10) Local Knowledge

In the interest of customers, the staff should have certain knowledge of the area in which they
work so that they may be able to advise the guests on the various forms of entertainment offered,
the best means of transport to places of interest and so on.
11) Personality
Staff must be tactful, courteous, good humored and of an even temper. They must converse with
the customer in a pleasing and well-spoken manner and the ability to smile at the right time.
12) Attitude to Customers
The correct approach towards the customer is of the utmost importance. The staff must not be
servile, but should anticipate the customer's needs and wishes. A careful watch should be kept on
customers at all times during the service without staring. Care should always be taken when
dealing with difficult customers. (There is really no such thing as a 'difficult' customer – they are
normal people whom one is uncertain how to deal with.) Staff should never argue with customers
as this will only aggravate the situation. All complaints should he referred to someone in
authority in the food service area.
13) Honesty
This is all-important for the staff in dealings with both the customer and the management. If
there is trust and respect in the triangle of staff, customer and management relationships, then
there will be pleasant work atmosphere which encourages efficiency and a good team spirit
among the food and beverage service operators

2.4 Layout of Food and Beverage Service area
KITCHEN/FOOD PREPARATION AREA
PANTRY/PRE-PREPARATION AREA
DJ
Mus
Dance Floor
ic Bar
Counter
Side
Side
Board
Board
Hostess
Desk
Cashier
Entry/Exit
Wash up

CHAPTER THREE
BASIC FOOD & BEVERAGE SERVICE EQUIPMENT
3.1 Table-ware
Tableware includes the dishes, glassware, cutlery, and flatware eating utensils (knives, forks, and
spoons) used to set a table for eating a meal. The nature, variety, and number of objects vary
from culture to culture, and may vary from meal to meal as well. Tableware may be categorized
as follows:
Flatware: Flatware denotes all forms of spoon and fork. Flatware, especially that used by most
people when they eat informally, is usually made of stainless steel.
Cutlery: Cutlery refers to knives and other cutting instruments.
Hollowware: Hollowware refers to table service items such as sugar bowls, creamers, coffee
pots, teapots, soup tureens, hot food covers, water pitchers, platters, butter plates and other metal
items excluding flatware and cutlery.
3.1.1 Special Tableware

There is almost an unlimited range of flatware, cutlery and hollowware in use in the catering
industry. Apart from the familiar knife, fork, spoon, vegetable dishes and lids, entrée dishes and
lids, soup tureens, teapot, hot water jugs, sugar basins there are a number of specialist items of
equipment available for use with specific dishes. Some common specialist equipments are listed
below:
Special Tableware
Silver Tea Tong

The silver tea tongs (called also silver sugar tongs or silver sugar nips) are used for lifting sugar
cubes from the sugar bowls and add to tea cups. The basic forms in which they were made are:
fire tongs, of two arms joined at one end by a pivot scissors tongs, of two arms pivoting
at the centre, in the form of a pair of scissors (tea tongs or sugar nips) Ends of tongs may be
serrated.
Asparagus Holder
The asparagus holder is a utensil for a diner to hold a single stalk of asparagus. It is made of a
single strip of metal, bent in the form of U-shaped tongs, with a small square plate at each end to
grip the stalk.
Pastry Slicer
Pastry slicer is used for serving pastries (portion of gâteau)

Pastry Fork
Pastry fork is a small fork designed for eating pastries and other desserts while holding a plate. It
is typically designed so that it can be used with the right hand, while the left hand holds the plate.
It therefore has the left side widened to be used like a knife to cut the food when pressed down
on the plate. Left-handed pastry forks have the right side widened instead. This fork may also be
used to lift fruit pieces from the plate.
Oyster Fork
A fork used for picking up shellfish cocktail or oysters. This fork is shaped like a regular fork,
but it slightly smaller and the tines are curved outward.
Lobster Pick
This long, narrow utensil is used to pull every shred of meat from the hard-to-reach cavities
(such as the legs) of lobsters and crabs. The tip of a lobster pick can either be pointed or in the
shape of a tiny, two-prong fork.
Snail Tong and Snail Fork

Small, spring-operated tongs used to hold hot snail shells while extracting the snail. Unlike most
tongs, these open by squeezing the handles. When the pressure is released, the tongs snap
securely around the snail shell.
Snail Dish
It is a round dish with two ears having six indentations to hold portion of six snails.
Skewers
It is a long, thin, pointed rod that comes in various sizes. Skewers are made of metal or wood; the
former often has a ring at one end. They're most often used to hold meat in place during cooking/
serving, as well as to skewer meat and vegetables to be grilled for shish kebab. The best skewers
are square or flat-shaped that holds food securely when moved. It is usually made of stainless
steel.
Ice-cream Scoop
It is used to remove ice cream from a carton or other container while forming the ice cream into
a ball or oval shape. Ice-cream scoops come in several styles and sizes. The simplest is a plain
metal scoop- or spade-shaped utensil. Next comes one shaped like a half-globe or oval with a
spring-action lever in the handle. When squeezed, the lever moves an arc-shaped blade across the
scoop's interior and ejects the ice-cream ball. The nonstick-style scoop has antifreeze sealed
inside.
Nutcracker
It is a tool for cracking hard nutshells, usually consisting of two hinged metal arms between
which the nut is squeezed.
3.2 Chinaware:

China is a term used for crockery whether bone china (expensive and fine), earthenware (opaque
and cheaper) or vitrified (metalized). Most catering crockery used nowadays tends to be vitrified
earthenware, which is very durable and haven been strengthened. Crockery is also usually given
rolled edges to make it more chip resistant. Chinaware is made of silica, soda ash, and china
clay, glazed to give a fine finish. Chinaware can be found in different colours and designs which
are always coated with glaze. Chinaware is more resistant to heat than glassware.
There is various classification of catering china. They are:
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 and the mineral mullite
within the fired body.
Bone China:
Bone china is porcelain made of clay mixed with bone ash. This is very fine, hard china that is
very expensive. The decorations are to be 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. The range of design, pattern and colour is very wide and there is
something to suit all occasions and situations.
Earthenware:
Earthenware may sometimes be as thin as bone china and other porcelains, though it is not
translucent and is more easily chipped. Earthenware is also less strong, less tough, and more
porous than stoneware, but its low cost and easier working compensate for these deficiencies.
Due to its higher porosity, earthenware must usually be glazed in order to be watertight.
Stoneware:
Stoneware is a hard pottery made from siliceous paste fired at high temperature to vitrify (make
glassy) the body. Stoneware is heavier and more opaque than porcelain. The usual color of fired
stoneware tends to be grayish, though there may be a wide range of colors, depending on the
clay. It has been produced in China since ancient times and is the forerunner of Chinese
porcelain.
3.3 Glassware:
Glassware refers to glass and drink ware items besides tableware, such as dishes, cutlery and
flatware, used to set a table for eating a meal. The term usually refers to the drinking vessels,
unless the dinnerware is also made of glass. The choice of the right quality glass is a vital
element if the cocktail is to be invitingly presented and give satisfaction to the consumer. Well
designed glassware combines elegance, strength and stability, and should be fine and smooth
rimmed and of clear glass.

Few types of glasses and their use:
Highball Glass
A highball glass is a glass tumbler, holding between 8 and 12 fluid ounces (240 to 350 ml), used
to serve a mixed drink, or highball. This glass is taller than an Old-Fashioned glass, and shorter
than a Collins glass.
Collins Glass
A Collins glass is a glass tumbler, holding 240 to 350 ml, used to serve a mixed drink, named
after Tom Collins. This glass is somewhat narrower, and holds less than the similar highball
glass.
Shot Glass
It is a small glass used for measuring or serving up to three ounces of liquor. Modern shot glass
holds a thicker base and sides than the whiskey glass.
Snifters
Typically used for serving brandy and cognac, and it is also called as Brandy Balloon or Brandy
Snifter.
Cocktail Glass
A cocktail glass, martini glass, or champagne glass, or stem cocktail glass, is a drinking glass
with a cone-shaped bowl (the tip of the cone forming approximately a 90 degree angle in the
cross section) on a stem above a flat base, used to serve a cocktail or champagne. As with other
stemware, the stem allows the drinker to hold the glass without affecting the temperature of the
drink.
Red Wine Glasses
Glasses for red wine are characterized by their rounder, wider bowl, which gives the wine a
chance to breathe. Since most reds are meant to be consumed at room temperature, the wider
bowl also allows the wine to cool more quickly after hand contact has warmed it.
White Wine Glass

White wine glasses are generally narrower, although not as narrow as champagne flutes, with
somewhat straight or tulip-shaped sides. The narrowness of the white wine glass allows the
chilled wine to retain its temperature
Champagne Flutes
Champagne flutes are characterized by a long stem with a tall, narrow bowl on top. The shape is
designed to keep sparkling wine attractive and inviting during its consumption. The glass is
designed to be held by the stem to help prevent the heat from the hand warming up the
champagne.

Sherry Glass
A sherry glass is a drink ware generally used for serving aromatic alcoholic beverages, such as
sherry, port, aperitifs and liqueurs, and layered shooters. An ISO-standard sized sherry glass is
120 ml.
Old Fashioned Glass
The Old-Fashioned glass, rocks glass, or "lowball", is a short tumbler used for serving liquor "on
the rocks", meaning over ice, or cocktails having few ingredients. It is named after the old
fashioned cocktail, traditionally served in such a glass. A White Russian is traditionally served in
the Old Fashioned Glass.
Using a service salver and plate:
To be shown practically.

CHAPTER FOUR
Service Methods and Procedure
4.1 Types of service
Five styles of services are internationally recognized:
1. French service or Gueridon service

2. American service or plate service
3. English service
4. Russian service
5. Buffet service
French Service
French service differs from others in that all food is served from the Gueridon. This is a rolling
cart the same height as the guest's table. The Gueridon is covered with a cloth and is placed side-
by-side with the table. It is equipped with a small alcohol stove, or rechaud, that is used to keep
the food warm for the preparation of sauces, crepes Suzette, jubilee and other special dishes. This
service is very elaborate and elegant. The food is partially prepared in the kitchen and completed
by the Chef or Headwaiter in full view of the customer. Service of this type requires not only
technical expertise on food preparation but also a good showmanship. The Chef carries out
certain activities like carving meats, preparing flambé, etc. with flair and showmanship.
Advantages:
1. The guest s given personalized attention making him feel important.
2. It makes the guest feel that he is receiving a royal treatment.
3. The service is elegant and entertaining.
4. It commands higher price than other forms of service (pay for the service).
Disadvantages:
1. It is a slow service.
2. It is expensive because it requires large professional staff.
3. It requires a bigger dining room space to make service and food preparation convenient.
American Service
This is usually called "plate service” because the food is already placed in the plate in the kitchen
ready to be served to the guests. This type of service is used in coffee shops where there is a
demand for quick and simple service. It requires minimal training for novice waiters and
waitresses.
Advantages:
1. It is a fast and simple service.
2. It is inexpensive. One waiter or waitress can serve many guests and no special service
equipment is necessary.
3. It does not require highly trained technical staff that demands for higher pay.

Disadvantages:
1. Less showmanship
2. Reduced personalized attention
English Service
This type of service is also known as "family style" service. In this service, the soup tureen is
placed before the host alongside with preheated soup plates and hands them to the waiter,
indicating the person to be served. The same procedure is followed with the main entree. If so
desired, the partly filled dinner plate is presented to the hostess who serves the vegetables from
large serving dishes placed before her. Then the waiter places the plate before the guests. This
type of service is usually found in coffee shops, family restaurants, counter service, etc.
Advantages:
1. It is fast. Plates of food are served immediately at the proper temperature.
2. It is inexpensive.
3. It requires no special equipment.
Disadvantages:
1. Less showmanship.
2. Reduced personalized attention to the customer.
Russian Service
This type of service is the same as that of French service. However, in Russian service, the food
is fully prepared and pre-cut in the kitchen and then neatly arranged on silver platters by the
Chef. The waiter then shows the platter to the guest as a polite gesture and serves the food to the
individual plates of the guests using serving cutleries.
Advantages:
1. Only one waiter is needed to each station.
2. Elegant and entertaining.
3. No extra space is needed for the equipment (except for the side stand).
4. It guarantees equal portions because the food is pre-cut and already served.
5. Gives the guests personal attention.
Disadvantages:
1. It requires a big initial investment in silver equipment.
2. If many guests are served from one platter, the last one to be served may see a rather less
attractive display.
3. If every guest in a party orders a different dish like steak or fish, the waiter must carry very
heavily loaded tray / trays to the dining room.
Buffet Service
This is also called self service and is normally used in banquet functions and in some restaurants.
Food is attractively arranged on a long table, classified and arranged according to proper
sequence, from appetizers to desserts. Soup is placed on a soup tureen and the hot entrees in
chaffing dishes to keep them warm. Some equipment like dinner plates and saucers are laid down
right on the buffet table. Instead of the waiter serving the guests, the guests go to the buffet table
pick up plates, china, cutlery and napkin and all other items and serve themselves of their own
choice.

Advantages:
1. It is a fast service.
2. It requires less staff to render the service needed.
3. The presentation of the different dishes can be appetizing.
Disadvantages:
1. It may result in shortage of food especially when the early ones may serve themselves
more; thus very little food is left for the latecomers.
4.2 service procedures
1. Women are usually served first. If it is an honorary dinner, of course, the guest of honour
is served first. Otherwise, age and status of the guest determine the sequence, with older
or more distinguished guests served first. The host is always served after his or her
guests. When children are present at the table, serve them as quickly as possible to
maintain peace.
2. Place and remove all food from the left of the guest.
3. Place and remove all beverages, including water, from the right of the guest.
4. Use the left hand to place and remove dishes when working at the left side of the guest
and the right hand when working at the right side of the guest. This will provide free arm
action for the server and avoids the danger of bumping against the guest's arm.
5. Place each dish on the table with the four fingers of the hand under the lower edge and
the thumb on the upper edge.
6. Never reach in front of a guest or across one person in order to serve another.
7. Present Serving dishes from the left side, in a position so that the guest can serve himself.
Place serving silver on the right side of the dish, with the handles turned toward the guest
so that he may reach and handle them easily.
8. Do not place soiled, chipped, or cracked glassware and china or bent or tarnished
silverware before a guest.
9. Handle tumblers by their bases and goblets by their stems.
10. Do not lift water glasses from the table to fill or refill. When they cannot be reached
conveniently, draw them to a more convenient position.
11. Set fruit juice and cocktail glasses, cereal dishes, soup bowls, and dessert dishes on small
plates before placing them in the center of the cover between the knife and the fork.

12. Place individual serving trays of bread and rolls above and to the left of the forks. Place a
tray or basket of bread for the use of several guests toward the center of the table.
13. Place the cup and saucer at the right of the spoons, about two inches from the edge of the
table. Turn the handle of the cup to the right, either parallel to the edge of the table or at a
slight angle toward the guest.
14. Set tea and coffee pots on small plates and place above and slightly to the right of the
beverage cup. Set iced beverage glasses on coasters or small plates to protect table tops
and linen cloth.
15. Place individual creamers, syrup pitchers, and small lemon plates about and a little to the
right of the cup and saucer.
16. Place a milk glass at the right of and below the water glass.
17. Serve butter, cheese, and cut lemon with a fork, serve relishes, pickles, and olives with a
fork or spoon, not with the fingers.
4.3 Basic technical skills

Here are six essential technical food and beverage service skills. These are identified in
Table 2.2 below, together with examples of their application.

These essential technical skills are used specifically for table service and assisted service.
However, these skills are also used when providing other forms of service, for example, when
carrying trays for room service or using a service salver for bar service.
Holding and using a service spoon and fork

Expertise in this technique can only be achieved with practice. The purpose of the service
spoon and fork is to enable the waiter to serve food from a flat or dish onto the customer’s plate
quickly and to present the food on the plate well.
l The service fork should be positioned above, or on top of, the service spoon.
l The key to developing this skill is the locking of the ends of the service spoon and fork with
the small finger and the third finger, as illustrated in Figure 2.1(a).
l The spoon and fork are manoeuvred with the thumb and the index and second fingers (see
Figure 2.1(b)). Using this method food items may be picked up from the serving dish in
between the service spoon and service fork.
l Alternatively, the service fork may be turned to mould with the shape of the items being
served, for example when serving bread rolls (see Figure 2.1(c)).
Other service equipment that may be used includes serving tongs, fish slices and gâteaux slices,
serving spoons, scoops, small sauce ladles and larger soup ladles.

Carrying plates
When carrying plates of pre-plated foods and when clearing plates from a customer’s table, a
single hand is used to hold the plates (usually the left hand) and the right hand is used to place
and remove plates from the customer’s table. Special hand positions are used as follows:
l Figure 2.3(a) illustrates the initial hand position for the first plate. Care must be taken to
ensure that the first plate is held firmly as succeeding plates are built up from here. The
second plate will rest firmly on the forearm and the third and fourth fingers.
l Figure 2.3(b) shows the second plate positioned on the left (holding) hand.
Using a service salver (round tray)

A service salver is a round, often silver or stainless steel tray (but now also can be wood or
plastic). A napkin (folded flat) is placed on the tray to help prevent items slipping on the tray as
they are being carried. There are also special non-slip mats that can be used instead of napkins.
Some trays are made with non-slip surfaces. The service salver may be used to:

l carry clean glasses to, and remove dirty glasses from, a customer’s table
l carry clean cutlery to and from a customer’s table
l place clean cutlery on the table
l place clean cups and saucers on the table
l provide an underflat when silver serving vegetables.
Carrying clean cutlery

When placing on or removing clean cutlery from a table, the items can be carried on a service
salver. This is more efficient, hygienic and safer and generally more professional than carrying
these items in bunches in the hands. The blades of the knives should be placed under the arch
in the middle of the forks and if carrying sweet spoons and forks, the prongs of the fork should
go under the arch in the middle of the spoon. The reason for this is to help hold the items steady
on the service salver. Bearing in mind that the handles of the cutlery are generally the heaviest
parts, this method prevents them sliding about too much. Clean cutlery is placed onto the service
salver after the final polish and carried to the table on the tray. The cutlery is then placed from
the service tray to the table by holding the piece of cutlery between the thumb and forefinger at
the side, in order to reduce the possibility of finger marks.
Carrying cups and saucers

Tea and coffee cups are carried using a service salver, by stacking the saucers, cups and
teaspoons separately. Then before placing the cup, saucer and teaspoon on the table, the cup is
put onto a saucer, together with a teaspoon, and then the whole service is placed in front of the
customer. This is a speedier and safer method (especially when larger numbers are involved)
than carrying individual cups, saucers and teaspoons to the table one by one.
As an under flat
When silver serving food dishes, potatoes or vegetables at the table, an underflat should be
used to hold either one large vegetable dish or a number of smaller ones, depending on the
customer’s order. The purpose of using a service salver as an underflat is to:
l add to the presentation of the food being served
l give the waiter more control when using the service spoon and fork to serve from the food
dishes onto the customer’s plate
l provide greater protection in case of spillage, therefore not detracting from the presentation
of the food on the plate or the overall table presentation
l give the waiter added protection against heat and possible spillage on the uniform.
Using a service plate

A service plate is a joint plate with a napkin upon it. It has a number of uses during the meal
service:
l for placing clean cutlery on and removing it from the table
l for clearing side plates and side knives
l for crumbing down after the main course, or any other stage of the meal if necessary
l for clearing accompaniments from the table as and when necessary.
Carrying clean cutlery

When placing on or removing clean cutlery from a table, the items can be carried on a service
plate. The reasons for this are the same as given under using a service salver above.
Clearing side plates and knives

When clearing dirty side plates and side knives from the customer’s table, the use of a service
plate means that the waiter has a larger area on which to stack the side knives and any debris.
Using the hand positions shown in Figure 2.2(a) and (b) (p.27), the side plates may be stacked
above the service plate and all the debris in a separate pile, together with the side knives laid
flat upon the service plate (see Section 6.8, Figure 6.53(a) and (b)). This is a much safer and
speedier method, especially when larger numbers are involved.
Clearing accompaniments
The service plate is also used to clear such items as the cruet, cayenne pepper, pepper mill or
other accompaniments, which may not already be set on an underplate.
Crumbing down
The service plate is used in the crumbing down process. The purpose here is to freshen up the
appearance of the tablecloth prior to laying the sweet covers and serving the sweet. (For further
information see Section 6.8, p.248.)
Carrying glasses
There are two basic methods of carrying glasses in the food and beverage service areas: by hand
or on a service salver.
Carrying by hand
Wine goblets should be positioned between alternate fingers as far as is possible. The wine
goblets should only be carried in one hand, allowing the other hand to remain free to steady
oneself in case of emergencies.
Figure 2.3 provides a close up of the wine goblets held in one hand and shows how the base of
each glass overlaps the next, allowing the maximum number of glasses to be held in one hand.
This method allows wine goblets that are already polished to be handled. They can be carried
about the room and set in their correct position on the table without the bowl of the glass being
touched. Clean glassware is always handled by the stem and for non-stemmed glassware by
the base.

Carrying glasses on a service salver
Carrying glasses using glass racks
Glass racks are usually made of plastic and are often used to carry glasses during the setting
up of the restaurant and for functions. These racks enable the transportation of glasses in bulk
once they have been washed and polished at a central point. Glass racks are also used for dirty
glasses and many can be put through a glass wash machine.

Carrying and using large trays

Trays are used for:
l carrying food from the kitchen to the restaurant
l service in rooms and lounges
l clearing from sideboards/workstations
l clearing from tables (when the customer is not seated at the table)
l carrying equipment.
The correct method of holding and carrying an oblong tray is to position the tray lengthways
onto the forearm and to support it by holding the tray with the other hand.
Figure 2.7 shows how to carry an oblong tray. Note the tray is organised so that the heaviest
items are nearest the carrier. This helps to balance the tray. Also note that one hand is placed
underneath the tray and the other at the side.

4.4 Interpersonal skills
In a food and beverage operation there is interaction between customers (often referred to as
‘external customers’) and the food and beverage service staff. Interaction also takes place with
people outside the service areas, such as kitchen staff, bill office staff, dispense bar staff and
stillroom staff. These are known as ‘internal customers’. It is important that the customer can
see that the provision of food and beverages and service within an establishment is a joint
effort between all departments, with each department understanding the needs of the others
in order to meet the customers’ demands.
Communication
There are three main types of commutation:
l Face-to-face communication: the skills used here are maintaining eye contact and active
listening. Eye
contact may differ across cultures; active listening is about head nodding, gestures and
repeating back phrases to ensure confirmation of understanding.
l Telephone communication: members of staff must be able to use the telephone equipment
efficiently and effectively. The communication skills for telephone conversations differ
because the member of staff is not face-to-face with the customer. When dealing with a
customer on the phone it is import to make sure they are informed when the member of
staff is accessing information and if they are to be placed on hold. It is also important to
speak clearly and slowly to allow for the possibility that reception on the phone line may
not be perfect and in order to adapt your speech to meet the needs of the customer.
l Written communication: for example by letter, email, memo and report. Written
communication is necessary when a formal response is required. The organisation will
provide guidelines to staff on when and how to use written communication.
Dealing with customers
The starting point for all good interpersonal skills is good manners: saying ‘please’, ‘thank you’
and ‘I beg your pardon’; being pleasant to people; showing that you care about what they want
and apologizing for anything that has been unsatisfactory, such as having to wait.
When addressing customers, ‘Sir’ or ‘Madam’ should be used when the customer’s name is not
known. If the name is known, then the customer should be referred to as ‘Mr Smith’ or ‘Miss
Jones’, etc. First names should only be used in less formal operations and where the customer
has explicitly indicated that this is acceptable. If the customer has a title, then appropriate use
should be made of the correct form of address
Interpersonal skills in food and beverage service centre on the interactions between the
customer and food and beverage service staff. All other interactions are secondary to, and
the result of, the prime interaction of customers and staff. This has implications for the way
customers are treated. Conversations between customers and staff override conversations
between staff. When in conversation with customers, staff should not:
l talk to other members of staff without first excusing themselves from the customer

l interrupt interactions between customers and staff, but should wait until there is a suitable
moment to catch the attention of the other member of staff so that they may excuse
themselves from the customer first
l serve customers while carrying on a conversation between themselves

l talk across a room, either to each other or to customers.
Customers should always be made to feel that they are being cared for and not that they are an
intrusion into the operation.
Dealing with customers during service

Greetings such as ‘Good morning’ and ‘Good evening’ should be used upon receiving customers
or when the member of staff first comes into contact with the customer, for example when
lounge service staff attend people already seated in the lounge.
The list below identifies examples of interpersonal skills needed at particular points during the
service.
l Showing customers to their table: always lead and walk with them at their pace.
l Seating customers: ladies first, descending in age unless the host is a lady.
l Handling coats/wraps: handle with obvious care.
l Handing menus/wine lists to customers: offer the list the right way round, open for the
customer and wait for the customer to take it.
l Opening and placing a napkin: open carefully, do not shake it like a duster, place it on
the customer’s lap after saying ‘excuse me’ to the customer.
l Talking to customers: only talk when standing next to them and looking at them.
l Offering water or rolls: say, for example, ‘Excuse me Sir/Madam, may I offer you a bread
roll?’
l Explaining food and beverage items: use terms the customer understands, not technical
terms such as turned vegetable or pane. Use terms that make the item sound attractive such
as casserole not stew, creamed or purée potatoes not mashed. Do not use abbreviations, for
example, ‘veg’.
l Being culturally aware: meeting the needs of customers from other cultures will affect the
ways in which staff interact with them (see note on cultural awareness in Section 2.2, p.27).
In addition staff need to be aware of the dietary requirements of the various religious faiths
(see Section 4.4, p.104.)
l Serving and clearing: always say ‘Excuse me’ before serving or clearing and ‘Thank you’
after you have finished with each customer.
l Offering accompaniments: only offer them if you have them at the table. Offering them
when they are not at the table usually means ‘I will get them if you really want them!’
Customers with communication difficulties

Be aware of communication difficulties that may arise when, for example, customers are deaf
or hearing impaired or have little understanding of the English language. In such cases the
steps shown below may be helpful.
l Speak directly to the customer.

l Stand in such a position that the customer is able to see your face clearly.
l Speak normally but more distinctly.
l Describe food/drink items in simple, precise and plain language.
l Seat customers away from possible excessive noise, as this is uncomfortable for customers
wearing hearing aids.
l Always read back the food or drink order received to confirm all requests.
l Listen attentively to what is being said to you to ensure you understand the customer’s
requirements.
Handling complaints
At some point a customer will make a complaint, for example:
l service was slow
l food when served was cold
l wine served was at the incorrect temperature
l reservation made was not recorded in the booking diary
l server has been inattentive
l wrong dish was brought to the table
l explanation of the menu was inaccurate
l poor attitude of staff. Interpersonal skills
Should a problem arise and a customer makes a complaint the following steps should be
taken.
1 Do not interrupt the customer – let them have their say and make their point.
2 Apologise – but only for the specific problem or complaint.
3 Restate the details of the complaint briefly back to the customer to show you have listened
and understood.
4 Agree by thanking the customer for bringing the matter to your attention. This shows you
are looking at the problem from the customer’s perspective.
5 Act quickly, quietly and professionally and follow the establishment’s procedures for
handling complaints.
Never:
l lose your temper
l take comments personally
l argue
l lie
l blame another member of staff or another department.
Valid complaints provide important feedback for a foodservice operation and can be used as
valuable learning opportunities to improve service.

CHAPTER FIVE
MENU AND COVER
5.1 Understanding menu:
MENU
In a restaurant, a menu is the list of dishes to be served or available for a diner to select from.
The items that are available for the diner to choose from are broken down into various
categories, depending on the time of day or the event. The compilation of a menu is the most
important part of a caterer's work. It is regarded as an art, acquired only through experience and
study. The menu is a link between the guest and the establishment; hence it should be carefully
planned by the establishment's professionals, namely the executive chef, the food and beverage
manager and the food and beverage controller.
The word menu dates back to 1718, but the custom of making such a list is much older. In earlier
times, the escriteau (bill of fare) or menu of ceremonial meals was displayed on the wall loadable
with the kitchen staff to follow the order in which the dishes were to be served. It is said that in
olden times, menus were like a large dictionary with sections covering a variety of dishes. As
time progressed the lengthy single copy menu became smaller but increased in number allowing
a number of copies placed in table increased. Depending on the establishment and the occasion,
the menu may be plain or artistic in its presentation.
MENU AND TYPES OF MENU
Origin of Menu
In a restaurant, a menu is a presentation of food and beverage offerings. A menu may be a la
carte – which guests use to choose from a list of options – or table d'hôte, in which case a pre-
established sequence of courses is served.
The first restaurant menus arouse roughly one millennium ago, in China - the only region of the
world at the time where paper was abundant. At this time, many merchants often congregated
together in city centers and had little time or energy to eat during the evening. Because of the
large variation found in Chinese cuisine from different regions, the restaurants could no longer
cater to the local palates, giving rise to the menu.
The word "menu," like much of the terminology of cuisine, is French in origin. It ultimately
derives from Latin "minutus," something made small; in French it came to be applied to a

detailed list or résumé of any kind. The original menus that offered consumers choices were
prepared on a small chalkboard, in French a carte; so foods chosen from a bill of fare are
described as "à la carte," "according to the board."
Menu Planning
Purpose of the Menu
 Inform guests of items available and price

 Inform employees of items to prepare and purchase
 MENU is primary control tool for the operation
 Menu is critical to communicating and selling items to the customer
Menu Planning Factors: Menu affects, and is affected by, the
 Operation’s design
 Layout
 Equipment requirements
 Labor needs.
The success of menu planning determines the success of other basic operating activities.
Menu Planning Objectives
 Menu must meet or exceed guest’s expectations.

 Reflect tastes and preferences of guests
 Menu must attain marketing objectives.
 What guest wants, location, prices, times
 Must bring guests back for more visits
Factor influencing menu planning

 Customer Satisfaction
 Management Decisions
 Factors Influencing Menu
 Planning – Customer Satisfaction
 Food preferences/habits
 Nutrition
 Aesthetic factors
Types of Menu
Broadly menus are divided into two branches which may have various subsections more
popularly the French word A la Carte and Table d’ hote are in vogue. The first one means list of
items offered individually priced. A la Carte menu has elaborate number of items giving a wide
choice to the guests whereas the table d' hote or table of the host precisely translated into English
is a list of small number with few courses without any substantial choices this is a package deal
for a budget customer.
The other branches could be a buffet menu which is a menu with wide choice but priced per
head. It comes exactly in midway between A la Carte and Table d' Hote. Flexy choice menu
often have a few variations of Table d' Hote, two or three packages are offered like in banquets,
using choice of any two or any three vegetarian or non-vegetarian dishes with prices slightly
differing from each other. It is also used in case of Indian restaurants offering thalis {Table d'
Hdte) like Janta thali (one sabii, dal, roti), regular thali (two sabzi, dal, rott, salad), deluxe thali
(two sabzi, dal fry, nan/parantha, salad, raita, papad and rice and kheer) may be costing Rs. 100
Rs. 150 Rs. 200 respectively.
In case of an A la Carte the menu is almost commonplace except that it varies from meal to meal
like breakfast, lunch or dinner or two different classes of their own and also depending upon the
restaurant whether it is a coffee shop, ethnic restaurant, discotheque or a night club. Sometimes
in a restaurant both the menus run concurrently, particularly in commercial places where regulars
go for budget menu and casuals go for A la Carte. Table d' Hote on the other hand has many
variations whereas it can be very rigid banquet menu with no choice and large number of courses
(5-7), a meal for a group with a fair number of items in each course 2-3 not to make harsh for

people with allergies and fads. A tea menu for a party with 10-15 items, somebody might like all,
a few may like 2-3. limited buffet with per head rate. Table d'Hote can be used successfully in
canteens, cafeterias commercial restaurants by cleverly changing the dishes in a cyclic manner so
that repetition could not be detected.
Difference between Table d’hôte and A la carte
Table d’hote A la carte

It is small menu It is an elaborate menu
It has only 3 to 4 courses It has multiple courses
It is economical as a complete meal It is more expensive if same meal is chosen
It is easy to prepare It is difficult to prepare because cooked in

installments
It is cooked in advance It is cooked almost fresh
It is cooked in bulk It is cooked in small quantities
There is very little or no choice It has a wide choice
It is suitable for groups, It is suited for everybody

educational institutions and hospitals
It can be served quickly It require more arrangements and takes longer time to
serve
No personal attention or fads can be Personal choice and preference can be incorporated as

Accepted food is cooked on order
It is meant for package deal(AP,MAP) It is meant for EP and FITs

Customers
American service is ideal Silver service is ideal
Limited service ware needed More service ware are required
Large pots and pans are required for Small pots and pans are required for serving various
Cooking items
Less skill is required for taking order Trained service personnel is required for taking order
and service and service
The menu is simple, ordinary quality The menu is expensive, long lasting material is used
stationary is used
The menu can be orally narrated Being elaborate the menu cannot be orally narrated
The menu is priced as a whole The dishes are priced individually
It means table of the host It means from the card
Other types of Menus
Plat du jour
It means specialty of the day. Chefs make a few special dishes which are normally the main
course; however, other courses, such as fish, sweets, and so on, may also be included depending
on the geographical location of the restaurant. These special dishes can be introduced for every
meal, every day, every week according to catering policy of the restaurant. Pricing of these

dishes is higher than prices quoted for other dishes of the same category in an a la carte menu.
This is because it is the chef’s special. Special dishes are communicated to guest in many ways-
in the form of inserts, tent cards, display on boards, and so on.
Advantages
 It acts as an effective sales tool.
 It adds up to the image of the restaurant.
 It reflects the skill of the chef and motivates him and his staff to introduce new recipes.
 It gives an edge over the competitor since this menu introduces very special dishes that
are exclusive to the restaurant.
Limitations
If unsold. It results in food wastage since specialty dishes call for ingredients that are either not
used in preparation of regular dishes of the menu or are treated differently.
Carte du jour
 In French it means card of the day. It refers to all menus of the day, combining a la carte,
table d’ hote, and plate du jour menus.
Cyclic menus
 It is a series of table d’ hote menus for a set period of time, say for four weeks, which are
repeated for a particular period, say for six months. After six months, a new set of menus
will be prepared.
 The length of the cyclic menu depends on season of year, availability of ingredients, and
catering policy of the establishment. After a certain period, a new set of menu is
prepared.
 The consumers pay for the meals wither in advance or at the end of the month
Advantages
 Effective cost control

 Stocking of unnecessary goods is avoided

 Does not need more of storage area for perishables as the can be procured daily.
 Food wastage is almost nil
 Easy to plan the production schedule
 Labour requirement can be well planned
 Fewer cooking equipment required.
Limitations
 Consumers have no choice but to but to take what is offered
Basic accompaniments and cover

5.2 FOOD AND THEIR USUAL ACCOMPANIMENTS
Accompaniments are highly flavoured seasonings of various kinds offered with certain dishes.
The object of offering accompaniments with certain dishes is to improve the flavor of the food or
to counteract its richness, eg. apple sauce with roast pork.
Many dishes have separate accompaniments and as they are not always mentioned on the menu,
the waiter must know them. He should always have specific accompaniments ready for service at
the right time. Hot adjuncts come with the dish from the kitchen, but cold sauces are often to be
found at the buffet or sideboard.
They should be served directly with a dish to which they belong. They should be served from the
guest’s left on to the top right of his plate (not on the rim). While serving from a sauceboat, the
boat should be
on an underdish or small plate, carried on the palm of the left hand. In serving, the sauceboat, lip
should point towards the guest’s plate.
The spoon, or ladle, should be passed over the lip. Sauces are not to be poured from a boat.
The following is a list of dishes with their standard accompaniments.




Unit Six
Food and Beverage Service Areas

6.1Still Room
The main function of the still room is to prepare and provide food items and equipments which
are not catered for in any other department (such as kitchen, larder or pastry). The actual daily
work carried out in the stillroom varies from one establishment to another according to the type
of meals offered and the size of the establishment.
Staffing
The still room is looked after by a still room supervisor, who is responsible for the staffing,
ordering of supplies from the main store and effective control of these items when issued to
various departments. In most of the restaurants, the stillroom remains open for long hours. For
the efficient running, the staffs normally work on a straight rotating shift basis, doing an early
shift one week and a late
shift the next. The stillroom staffs are also responsible for the washing up of all their
equipments.
Provisions Obtainable from the Stillroom

The list below gives the provisions that can be obtained from the stillroom:
· Beverages: coffee, tea, chocolate, horlicks, ovaltine and other food drinks.
· Fruit juices: apple, orange, pineapple, grapefruit and other assorted fruit juices.
· Pastries, gateaux and sandwiches
· Rolls, brioche and croissant
· Toast: breakfast toast, melba toast
· Milk, cream and butter
· Toasted scones and teacakes

· Sugar: coffee powder, tea dust, demerara etc.

· Breakfast cereals: cornflakes, weetabixm shredded wheat, rice crispies, muesli etc.
· Preserves: jams, jelly, marmalade, cherry, plum, raspberry, strawberry, apricot and honey.
· Cleaning detergents and scrubbers
Stillroom Equipments
A wide range of food items are offered from a stillroom and therefore, to ensure the correct
storage, preparation and presentation a considerable amount of equipment is used. The
equipment that may be found includes:
· Coffee brewing machine
· Coffee bean grinding machine
· Tea dispenser
· Bread slicing machine
· Salamander
· Hot cupboard
· Steamer and hotwater boiler
· Refrigertors
· Work table and cutting board
· General storage space, shelves and cupboards
· Sinks, washing machines and dish washers.
6.2. SILVER ROOM / PLATE ROOM
The silver room holds the stock of silver required for the service of meals. The various types of
silver are kept here on labeled shelves, with all the service plates of one size stacked together.
Cutlery, flatware, hollowware and other smaller items are usually stored in drawers lined with
baize, as this helps to reduce noise, slipping and scratching.
In very large establishments, the silver and the plate room may be two separate units, but in the
majority of places they are combined and in some cases, are a part of wash-up.
6.3 WASH-UP AREA

At the service time especially, the wash-up area is one of the busiest sections. It must be
correctly sited to allow a smooth flow of work, promoting a fast turnover and efficient service.
There are two
methods of washing:
1. The tank method: Using this method, the items are washed in a sink of hot water containing
detergent and then placed into racks and dipped into another sink. This second sink is known
as sterilising tank; the water temperature is very high, at approximately 75°C. The items are left
in here for few minutes then lifted out. As the water is so hot, the items especially the crockery,
will air dry, making this a more hygienic method (no cloths are needed). The crockery can then
be stacked and put
away as required.
2. The machine method: In principle, the machine method is no different from the tank method,
except that the whole system is automated and therefore labour saving.

6.4 HOTPLATE POINT

The hotplate is the contact point between the kitchen and the service staff. It is the point at which
both areas must cooperate and communicate effectively so that the customer gets the quick and
efficient service that he expects.
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.
The Aboyeur is in charge, and controls the hotplate over the service period. As an aid to the food

service staff the Aboyeur would control the ‘off board’ which tells the waiter immediately any
dish is ‘off’. The Aboyeur who controls the hotplate over the service period will initially receive
the food check from the waiter. He checks that it is legible and that none of the dishes ordered
are ‘off’ the menu.
6.5 SPARE LINEN STORE

The spare linen store is the service area where linen materials are stored in a cupboard. This
spare linen stock is held near the food service area in case of emergency. The linen is changed
when necessary on a basis of ‘one clean for one dirty’. This is normally the responsibility of a
senior member of the food service staff and is kept locked for control purposes. Generally, 50%
of the total inventory is stocked up in the spare linen room.
6.6 DISPENSE BAR - an area, where drinks are dispensed only to service staff, for example,
sited in a restaurant but not accessible to guests.

UNIT SEVEN
The Menu, Wine and Drinks Lists
7.1 CLASS OF MENU SEQUENCE
FRENCH CLASSICAL MENU

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

1) Hors D'oeuvre
Being of a highly seasoned and piquant in nature, this course is used to manipulate the appetite
for the dishes that are to follow. In recent years, hors d’oeuvres have gained in popularity, and
now appear even on simple menus in modest eating places. Although the actual term “hors
d’oeuvres” applies to the service of various cold salads and morsels of anchovy, sardines, olives,
prawns, etc., it also covers whatever items are served before the soup.
Examples of such hors d’oeuvres:
 Melon Melon Frappe
 Oysters Huitres Nature
 Smoked Salmon Saumon Fumee
 Caviar Caviar
 Grapefruit Pamplemousse
 Salami
 Potted Shrimps Petites Pots de Crevettes
 Shrimp, Prawn or Lobster Cocktail
 Fruit Cocktail Coupe Florida
 Souses Herrings Hareng Dieppoise
 Pate of Goose Liver Pate de Foie Gras
There are also quite a number of items that may be served hot, such as Bouchees, Croquettes,
Fritters, etc., and these are known as ors d’oeuvres chaud.
2) Potage
The French have three separate words for soup. Consommé is a clear, thin broth. Soupe refers to
a thick, hearty mélange with chunks of food. Potage falls somewhere between the two in texture,
content and thickness. A potage is usually puréed and is often thick, well-seasoned meat or
vegetable soup, usually containing barley or other cereal or a pulse (e.g. lentils). Today, the
words soupe and potage are often used interchangeably. On good-class à la carte menus, a fish
soup is also usually offered for selection, the two most common being “Bisque d’Homard” or
“Bouillabaisse.”
3) Oeufs
Oeufs are the dishes made from egg. The omelette is the most popular item, but there are other
styles of cooking and preparation of eggs such as boiled, en cocotte, poached or scrambled. This
course is not included in the dinner menu. Some examples are omelette, Espagnole, Oeuf en
Cocotte a la crime, Oeuf poche florentine.
4) Farineux
This is Italy's contribution to the courses of the menu. It includes different kinds of rice and
pasta. Pasta dishs are spaghetti, lasagne and gnocchi. Pasta is made from durum wheat semolina
or milled durum wheat to which water is added to form dough. It can be coloured and flavoured
in various ways. There are more than 200 varieties of pasta. The ingredients, size, shape and
colour determine the type of pasta. Some examples include Spaghetti Bolognaise, Lasagne
Napolitaine and Macaroni au gratin.
5) Poisson
Poisson are the dishs made from fish. Fish, being soft-fibred, prepares the palate for the heavier
meats that follow. Deep-fried or grilled fish dishes do not generally occupy a place on the
“classical dinner menu,” but are freely offered on the shorter-coursed luncheon menu. This also

applies to the coarser members of the fish family, and the dinner menu is usually comprised of
the finer fish prepared and cooked in the more classical manners.
6) Entrée
This is the first of the meat courses on a menu. It is always a complete dish in itself. It is
despatched from the kitchen garnished and sauced in the manner in which it is intended to be
served. The “entrée” is always cooked and garnished in an artistic manner and usually served
with a rich sauce. The “entrée” can be devised of almost anything light. This course consists of
all the small cuts of butcher’s meats, usually sautéed, but never grilled. Grilled steaks, cutlets and
chops invariably replace the joints as the roast (roti) course.
 The following items, with their appropriate garnishes and sauces, can be successfully
served as entrées.
 Brains (Cervelles)
 Liver (Foie)
 Oxtail (Queue de Boeuf)
 Kidneys (Rognons)
 Calves Head (Tete de Veau)
 Trips (Tripes)
 Rump, Entrecote and Tournedo Beefsteaks
 Lamb Chops and cutlets - Noisettes and Filet Mignons
 Pork Chops and cutlets
 Escallops, Granadins, Medallions, and Cotes of Veal
 Sweetbreads - (Ris de Veau / Agneau)
 Hot Souffles or Mousses
 Bouchees
 Pilaws and Rizottos
 Small cuts or portions of poultry, individually cooked, are also served as entrées
In first-class hotels and restaurants, all entrées are cooked, garnished and presented for service by
the sauce cook (saucier).
7) Relevé
This is the main meat course on the menu, and is commonly known as the “piece de resistance.”
It may consist of joint of any of the following:
Lamb (Agneau) Chicken (Poulet)
Beef (Boeuf) Duckling (Caneton)
Veal (Veau) Fowl (Poulard)
Ham (Jambon) Tongue (Langue)
Pork (Pore)
These joints would be cooked by the sauce cook in a first class hotel or restaurant, by any
method except roasting. They are usually cooked on casserole, braise or poêle. Generally cooked
in a sauce and served with it.
8) Sorbet
This course is a rest between courses. It counteracts the previous dishes, and rejuvenates the
appetite for those that are to follow. Normally served between the releve/remove and the roti, it
is a water and crushed ice slush flavored as a rule with champagne and served in a glass. A
frozen dessert made primarily of fruit juice, sugar, and water, and also containing milk, egg
white, or gelatin. Some examples are Sorbet Italian and Sorbet creme de menthe.
Russian or Egyptian cigarettes are often passed around during this course.

9) Roti - Roast
This course normally consists of game or poultry and is often included in the entree. Each dish is
accompanied with its own particular sauce and salad. Some examples are Roast chicken, Braised
duck and Roast quail.
10) Legumes
These are vegetable dishes that can be served separately as an individual course or may be
included along - with the entrée, relevé or roast courses. Some examples are Cauliflower
mornay, Baked potato and Grilled tomatoes.
11) Entremets
Entremets on a menu refers to desserts. This could includehot or cold sweets, gateaux, soufflés or
ice-cream. Some examples are Apple pie, Chocolate souffle and Cassata ice-cream.
12) Savoureux
A dish of pungent taste, such as anchovies on toast or pickled fruit. They are seved hot on toast
or as savoury soufflé. Welsh rarebit, Scotch woodcock, Canape diane are some of the examples.
Fromage (Cheese) is an alternative to the outdated savoury course, and may be served before or
after the sweet course. It is usually served with butter, crackers and occasionally celery.
Gouda, Camembert and Cheddar are some examples of cheese.
13) Desservir
Dessert is a course that typically comes at the end of a meal. The French word desservir mean "to
clear the table." This is the fruit course usually presented in a basket and placed on the table, as
part of the table decor, and served at the end of the meal. All forms of
fresh fruit and nuts may be served in this course. Common desserts include cakes, cookies, fruits,
pastries and candies.
7.2.TYPES OF MENU(or) CLASSES OF MENU

Menus may be divided into two classes, traditionally called table d’hôte (table of the host) and
à la carte (from the card).
Table d’hôte menu
The key characteristics of the table d’hôte menu are:
l the menu has a fixed number of courses
l there is a limited choice within each course
l the selling price is fixed
l the food is usually available at a set time.
À la carte menu
The key characteristics of the à la carte menu are:
l the choice is generally more extensive
l each dish is priced separately
l there may be longer waiting times as some dishes are cooked or finished to order.
Some menus offer combinations of these two classes, with a number of menu items being
offered together at a set price and other menu items being priced separately.
Sometimes the term ‘menu du jour’ is used instead of the term ‘table d’hôte menu’. Another
menu term used is ‘carte du jour’ (literally ‘card of the day’) or ‘menu of the day’, which can
also be a fixed meal with one or more courses for a set price. A ‘prix fixe’ (fixed price) menu is
similar.

Other types of menus

There are many other types of menu found in the various sectors of the hospitality industry.
Examples of these are:
l Breakfast menus and afternoon tea menus.
l Floor/room service menus, lounge service menus, hospital tray service menus, airline tray
service menus and rail service menus
l Event menus
Difference between A La Carte and Table D’hote

S.No A la carte Table D’hote
1 Food is kept in a semi-prepared form and Food is kept in fully prepared form and
takes time to serve. can be served immediately.
2 Food items are individually served and Menu is collectively priced and the
guests pay for what they order. customer has to pay for the full menu
whether he consumes a certain dish or
not.
3 There is a vast choice. The There is limited or no choice. The menu

menu is elaborate is comparatively small.
4 Silver is laid according to the dishes Silver for the whole menu is laid in
ordered. advance as the menu is known in
advance.
7.3 compilation of Menu

A full-course dinner is seldom served today, but the sequence of courses should be respected
even if some are omitted. The general standard at present is for a four- or five-course meal to be
served for dinner. Theoretically, however, all the courses of a full dinner menu must be studied
and learnt by heart so that perfect compilation of menus can be achieved.
Three-Course Dinner Menu:
1. Hors d’oeuvre or soup
2. Main course with vegetables and potatoes or salad
3. Sweet or savory
Four-Course Dinner Menu:
2. Fish course
4. Sweet or savory
Five-Course Dinner Menu:
2. Fish course
4. Sweet
5. Savory

7.4. Wine and drinks list

The function of the wine and drinks list is similar to that of the menu and is a selling aid. Careful
thought is needed in its planning, design, layout, colour and overall appearance to ensure it
complements the style of the establishment. The design considerations of the wine and drinks list
are similar to those of food menus .Adequate information, easily found and followed, will make
the customer feel more at home and will assist in selling the wines and drinks on offer. Service
staff should have a good knowledge of all the wines and drinks available and of their main
characteristics. They should also have a good knowledge of wines or other drinks that are most
suitable to offer with different foods
Types Of Wine And Drinks Lists
Bar and cocktail lists

These may range from a basic standard list offering the common apéritifs such as sherries,
vermouths, bitters, a selection of spirits with mixers, beers and soft drinks, together with a
limited range of cocktails, through to a very comprehensive list offering a good choice in all
areas. The actual format and content will be determined by the style of operation and clientele
that the establishment wishes to attract, for example, the emphasis may be on:
l cocktails: traditional or fashionable

l malt whiskies
l beers
l New World wines
l non-alcoholic drinks.
Restaurant wine lists

These may take various formats such as:
l a full and very comprehensive list of wines from all countries, with emphasis on the classic
areas such as Bordeaux/Burgundy plus a fine wine/prestige selection
l a middle-of-the-road, traditional selection, for example, some French, German and Italian
wines, together with some New World wines
l a small selection of well-known or branded wines – a prestige list
l predominantly wines of one particular country.
After meal drinks lists (digestifs)

These lists are often combined with the wine list – although occasionally they are presented
as a separate liqueur list. The list should offer a full range of liqueurs, together with possibly a
specialist range of brandies and/or a specialist range of malt whiskies. Vintage and Late Bottled
Vintage (LBV) port may also be offered here. In addition a range of speciality liqueur/spirit
coffees might also be included
Banqueting and event wine lists
The length of the list will generally depend on the size and style of operation. In most instances
there is a selection of popular wine names/styles on offer. There would be a range of prices
from house wines to some fine wines to suit all customer preferences. In some instances the
banqueting wine list is the same as the restaurant wine list.

Room service drinks lists

There may be a mini bar in the room or the room service menu may offer a choice from a
standard bar list. The range of wines offered is usually limited and prices will vary according to
the type of establishment.
Contents of wine and drinks lists
The contents of wine and drinks lists are commonly listed in the order in which they may be
consumed:
1 Apéritifs – which alongside sparkling and still wines can include a range of aromatised
wines, fortified wines ,and natural spring and mineral waters
2 Cocktails
3 Spirits and associated mixers such as aerated waters
4 Wines – sparkling and still
5 Beers ,cider , aerated waters and squashes
6 Digestifs – which as well as liqueurs may also include various spirits ,such as brandy ,malt
whiskies ,and also ports, other fortified wines, sweet table wines, and vins doux naturels
7 Speciality coffees

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Food and Beverage Service-I

Introduction To Food & Beverage Service Industry

1.1 History And Evolution

Jinka University Page 1

a) Partnership- Sharing Equity and profits.

Jinka University Page 2

1.2 Types of food and beverage outlets/operations

Jinka University Page 3

1.2.2.3 Ship Catering

1.2.5 Club Catering

Jinka University Page 4

Jinka University Page 5

ORGANIZATION OF FOOD AND BEVERAGE SERVICE ESTABLISHMENTS

2.1 Hierarchical structure

Food & Beverage Director

Food & Beverage Manager

Assistant Food & Beverage

Sous.Chef Senior Captain Senior Captain RSOT/Senior Captain Senior

Chef de partie Captain Captain Captain Captain

Demi-chef de partie Waiters Waiters Waiters Waiters

Commis I App/Trainees App/Trainees App/Trainees App/Trainees

Jinka University Page 6

2.2 Duties & Responsibilities of F & B Personnel:

2.2.1 Food and Beverage Manager

ii) Compiling New Menus and Wine Lists

iii) Quality Control

iv) Manpower Development

Jinka University Page 7

2.2.2 Assistant Food and Beverage Manager

i) Assisting section heads during busy periods.

2.2.3 Restaurant Manager

i) Setting and monitoring the standards of service in the outlets.

2.2.4 Room Service Manager

Jinka University Page 8

2.2.5 Bar Manager

2.2.6 Banquet Manager

2.2.7 Other Staff Designations at Various Levels

i) Senior Captain or Maitre d’ Hotel

Jinka University Page 9

ii) Reception Head Waiter

iii) Captain / Chef de Rang

iv) Waiters / Commis de Rang / Server

v) Trainee / Commis De Barraseur

vi) Wine Waiter / Sommelier

vii) Room Service Waiters / Chef D’etage

Jinka University Page 10

viii) Carver / Trancheur

ix) Floor Service Staff / Floor Waiter

2.3 Attributes of a Food & Beverage Service Personnel:

Jinka University Page 12

10) Local Knowledge

Jinka University Page 13

2.4 Layout of Food and Beverage Service area

KITCHEN/FOOD PREPARATION AREA

Jinka University Page 14

BASIC FOOD & BEVERAGE SERVICE EQUIPMENT

Cutlery: Cutlery refers to knives and other cutting instruments.

3.1.1 Special Tableware

Silver Tea Tong