HPM - 102
FOOD & BEVERAGE SERVICE -I
OBJECTIVES:To develop a comprehensive knowledge of Restaurant service in the Hotel and catering Industry- to induce in the student prof essional competence at basic level and ensure a thorough grounding in the principles of Food Service and all its related activities.
INTRODUCTION TO THE HOTEL INDUSTRY: The growth of the catering industry in India. Career opportunities in the Hotel and catering Industry. Different types of catering establishments. Attributes of a Waiter; personal hygiene and appearance attitudes. Job satisfaction. Salesmanship. DEPARTMENTAL ORGANIZATION:Various hotel departments and their personnel. Relationship betw een the Food and Beverage Department and other departments. Principal staff of various types of restaurants, their duties and responsibilities.
RESTAURANT ORGANIZATION:Food Service areas and ancillary departments- Room Services; Still Room, Stores; Linen Room; Kitchen Stewarding, Hot Sections.
RESTAURANT SERVICE: Mise-en-place; Laying Tables; Forms and Methods of Service; Receiving the Guest; Service at Table; Social Skills.
RESTAURANT EQUIPMENT: Crockery cutlery- silverware and stainless steel; Glassware and linen.
VARIETY OF MENUS: Types of Meals and Menu, Fixed menu and a la Carte, classical French menu terms; Indian Food and accompaniments; planning a simple menu; breakfast menus.
HPM - 192
FOOD & BEVERAGE SERVICE -I
OBJECTIVES:To develop and perfect skills and techniques in the basic operational activities of food and beverage service of Breakfast, Lunch and Dinner.
Familiarization of Restaurant Equipment
Method of cleaning and upkeep of silver
Arrangement of Sideboards
Laying of Table Linen
Lay-out for various meals
Folding serviettes in various designs
Receiving guests and taking orders
Service of Food
Service of Breakfast
AN INTRODUCTION TO THE HOTEL AND FOOD SERVICE INDUSTRY
Hotel and other food service industries are part of the Hospitality Industry.
HOSPITALITY INDUSTRY
ANCIENT DEFINITION
The word “Hotel” is derived from the Latin word “hospitum” i.e. the halls in olden days where guests were given hospitality, or in short the notion of hospitality can be described as the sprit, practice, quality and an act of receiving and treating strangers and guest in warm, friendly and generous way without any consideration for the reward and / or return.
MODERN DEFINITION
Hospitality in the modern sense comprises of four characteristic features.
1.Is conferred by a host on a guest “a home away from home”.
2.It is interactive i.e. involving the coming together of a provider and receiver.
3.It comprises of a blend of tangible and in-tangible factors.
4.The host provides the guest?s a sense of security and psychological and
physiological comfort.
The four attributes, if put to p ractice; deliver the desired feeling of being “at home”.
EVOLUTION OF HOTEL AND CATERING INDUSTRY
The industry came into being in other words started in the 6th century B.C. The earliest forms of hotels were just large halls where travelers slept on the floor along with the animals on which they traveled and in India they were know as “Sarai khana” or “Dharmashala” and in the west they were know as “Inns”.
Then changes in the mode of transport and travel i.e. with the invention of wheels, speed of travel increased with the development of vehicles. The industrial revolution in England and other countries travel for business gradually started increasing and with the growth of economy an increase in travel for recreation and meaningful utilization of leisure and this created a yearning among people to travel beyond the traditional boundaries.
The early travelers all belonged to particular segment of the society i.e. either they were the kings and nobles, the religious messengers, missionaries, traders and soldiers. The first class of people i.e. the kings and nobles traveled on horseback or carriages and were usually entertained by people of their own class in palaces or castles or mansions and were well fed. Monasteries provided shelters to the religious order while the soldiers were lodged in or tents. But the traders had to put themselves up in places like “Serai khana” or “Inns” and it is they who helped develop this particular sector because they had no other alternatives.
Than with the improvement of roads and transport more and more people started moving around and then to provide accommodation and food for this increasing number of travelers, many more “Sarai khana” and “Inns” were set up along the frequently traveled roads and pathways. Thus the “Sarai khana” and “Inn keeping” began its steady growth and became more popular. In earlier days husband and wife team normally ran these “Sarai khanas” or “Musafir khanas” or “Inns” and they just provided basic necessities of shelter and food.
A hotel is defined as a place where a bonafide traveler can receive food and shelter provided he is in a position to pay for it and is in fit condition to be received.
The lead in hotel keeping was taken by the emerging nations of Europe specially Switzerland. It was in Europe that the birth of a n organized hotel industry took place in the shape of chalets and small hotels, which provided a variety of services then the basic necessities and were mainly patronized by the aristocracy as the so called upper class society.
The City hotel in New York was the first building meant solely for use as a hotel, and it was built in the year 1794. And then later hotel began to be built all over the world. In the year 1827 the Delmonico brothers who were immigrants from Switzerland opened a pastry shop and café in New York City, and is proved be a change for the better from the eateries of that era, and led to the opening of their first restaurant a few years later. Thus the art of food service became recognized as the part of dining experience
(N.B. It is believed that in 1650 Mr. Pascal started the first catering establishment as Caféin Paris. Simultaneously coffee shop in London, Oxford, Cambridge). The big boom in the hotel industry came in the 1920?s when the co ncept of chain hotels was born, under the stewardship of E.M Sattler.
After the Second World War the hotel industry regained its prominence and registered a steady growth. Of late, there has been a phenomenal growth in the hotel industry particularly in those countries, which attract business travelers, and tourists in large numbers from all over the world. In 1950?s motel and international hotel chain a big boost to the industry. These chains either bought up smaller individually owned properties, or their own hotels. Many individual hotel operators merged with these international hotel chains as it increased their ability to cope with the growing competition.
The expansion of cities all over the world and their rapid growth led to further development of the travel and hospitality industry. Restaurants of all kinds and hotel of various sizes and types mushroomed and the guest became used to a standardized type of service. Based on this standardization the hotel industry felt the need for trained hoteliers and skilled professional to manage the various establishments and provide services set to a predetermined standard. As the demand for skilled professional in all departments of hotels increased the need was felt for specialized training institutions. Today the level of training in the catering industry is highly advanced and specialized N.B.
?Cesar Ritz and Auguste Escoffier popularized dinning in Europe
?John Naisbitt predicted the advent of ethnic and specialty restaurant with professionally trained personnel to satisfy the consumer.
WHAT IS A CATERING ESTABLISHMENT
An organization providing Food and Beverage is called a catering establishment. Catering establishments are broadly classified into primary catering establishment and secondary catering establishment.
PRIMARY CATERING ESTABLISHMENT
Hotel, Restaurants and fast food outlets, which are primarily concerned with the provision of food and beverage as a main source of revenue, are called primary catering establishment.
SECONDARY CATERING ESTABLISHMENT
In this case the provision of food and beverage is a part of another business such as welfare catering and industrial catering.
Primary Secondary
Hotel Restaurants Outdoors Catering
Bars& Pubs Popular Fast Food
Catering Restaurants
Restaurants
Departmental Club Transport Welfare Industrial Leisure
Store Catering Catering Catering Catering Linked
Catering
Airlines Railways Ship Surface catering
HOTELS: - The main purpose of hotels is to provide accommodation, which may or may not include the service of food and beverage .A hotel may be a small family run unit providing a limited service in one restaurant, or a large luxury hotel providing service through a number of outlets such as the coffee shop, room service, banquets, specialty restaurant, grill room, and cocktail bars. The service in these types of hotels is usually personalized and the tariff is very high, as they generally cater to persons of a high social standing. Medium class hotels are similar to luxury hotels, though there surrounding are less luxurious and the facilities are not of the same standard as those available in the luxury category.
RESTAURANT:- They are of various standards .A specialty or an A graded restaurants; objective is the provision of food and beverage of a particular region. The food service and prices are often comparable to those similar restaurants in luxury hotels. They offer a wide choice from an elaborate menu and a very high quality of service.
BARS & PUBS: - The idea is fairly new in India and borrowed from the concept of public houses in England .The are geared to provide service of all types of alcohol with an emphasis on draught beer and good music. Foods may also be served from a limited menu. POPULAR CATERING RESTAURANT: - The objective of popular catering restaurant is to provide a quick and economic meal, in a clean and standardized dining room and is very popular among urban population of India. They are of various styles and categories. Some restaurants serve only vegetarian food while some specialize in the food of a particular region such as the Punjab or Andhra Pradesh etc.
FAST FOOD RESTAURANT: - This is basically an American concept .The service of food & beverage is at a faster pace, than an “a la cart Restaurant” as the menu is compiled with a special emphasis on the speed of preparation and service, and to make this type of service financially viable, a large turnover of customers is necessary .The investments is rather large due to the specialized and expensive equipment needed and high labour costs involved.
OUTDOOR CATERING: - This means catering to a large number of people at a venue of their choice. Hotels, restaurants and catering contractors meet this growing demand .The types of food and set up depends entirely on the price agreed upon outdoor catering includes catering for functions such as marriages parties and convention.
DEPARTMENTAL STORE CATERING:- Some departmental stores apart from carrying on their primary activity of retailing their own wares provide catering as an additional facility. This type of catering evolved when large departmental stores wished to provide food and beverages to their customer?s as a part of there retailing concept. It is in convenient and time consuming for customer to take a break from shopping and have some refreshments at a different location. Thus arose the need of some sort of a dining facility in the departmental location. This style of catering is becoming more popular and varied nowadays.
CLUB CATERING:- This refers to the provision of food and beverage to a restricted clientele. The origin of this service can be trace back to England where membership of a club was considered prestigious. Today, in India there is a proliferation of clubs to suit different needs. Clubs for people with similar interests such as golf clubs and cricket clubs, to name a few, have sprung up. The service and food in these clubs tend to be of a fairly good standard and are economically priced.
NIGHTCLUBS: - are usually situated in large cities that have an affluent urban population. They offer entertainment with good food and expensive drinks.
TRANSPORT CATERING:- The provision of food and beverages to passengers, before, during and after a journey on trains, aircraft, ships and in buses or private vehicles is termed as transport catering.
The major forms of modern day transport catering are airline catering, railway catering, ship catering and surface catering in coaches or buses, which operate on long distance routes.
AIRLINES CATERING: - Catering to airline passenger on flight as well as at restaurants situated at airport is termed as airlines catering and catering to passengers en route is normally contracted out to a flight catering unit of a reputed hotel as to a catering contractor.
Civil aviation progressed rapidly after 2nd World War when large number of surplus, D.C.-III, C-47 aircraft were available for disposal. From 1946 private commercial Airlines began with subsequent food requirement. Initially food was provided in boxes pre-packed as the majority of aircraft where without facilities of in-flight catering services. The international carriers operating through India had no flight kitchen so they were largely dependant on the Airport Restaurants or hotels situated in nearby cities to cater to their requirements.
It was necessary to improve and to expand the kitchen service inside the airport to provide passengers with a comfortable service along with the food within the cost of the Airline ticket.
Several flight kitchens have been established in Delhi, Mumbai and Kolkata to cope with the needs of the International Carriers. Air India floated a subsidiary company with a view to operate flight kitchen known as “CHEF -AIR” and also accommodate travelers in five star category hotels at major airports (The Centaur Group of Hotels).
Now a days several flight kitchens are being established near the major airports of India such as, Taj Sats Airlines Catering, Oberoi?s Flight Kitchen, Ambassador Sky Chef, Sky Gourmet, Chef Air which are catering to the various domestic and International Airlines.
RAILWAY CATERING: - Catering to railway passengers both during the journey as well as during halts at different railway station is called railway catering. Traveling by train for long distances can be very tiring; hence a constant supply of a verity of refreshment choice helps to make the journey less tedious.
In the mid 19th century the railway network began in India with an operation the was to grow the length and breadth of the vast sub-continent with travel made easier, people were transported from one part to another part of country.
At most of the larger stations of the big cities refreshment rooms were established. The trains would halt to an appropriate length of time so that the passengers could have a light and simple meal.
Third class passengers were unable to afford the luxury food eating in the refreshment room would avail themselves from the numerous venders on the station platforms. Railway companies even went to extent of the city hotels attached to the stations so that the passengers who are changing from one region to another region could spend the night before and after in relative comfort. The luxury of sleeping cars and restaurant cars were a much later development.
The present railway catering service is managed both departmentally and through the licensed contractors. Catering facilities are available 2995 stations in India and the licensed contractors cater the most numbers. Recently the India Tourism Development Corporation (ITDC) has appointed consultant for the improvement of railway catering. In this new type of service the meals are served in a disposable aluminum foil casseroles. The foods are cooked in base kitchen (in major stations) and kept in hot cases in pantry cars.
Indian railway also owns several railway city hotels at Ranchi, Puri, Howrah, Tatanagar, Cochi and Tiruvanantapuram.
SHIP CATERING: - Voyages by sea were once a very popular mode of traveling, but with the on set of air travel, sea voyages have declined sharply. However, recently it has again become popular with a large number of people opting for pleasure cruises. Cargo and passenger ships have kitchens and restaurants on board .The equality of food, service and facilities offered depends on the class of the ship and the price, and the passengers are willing to pay.
These are cruises to suit every pocket. There are cruises of two to five days duration which offer budget accommodation comparable to a limited service hotel, while luxury cruises of seven days to three months duration offer luxuries state rooms and various other facilities that are comparable to first class resort. Luxury cruises prepares travelers with deluxe accommodation and attentive and specialized service at a very high provision. All these ships provide a verity of food and beverage service outlets, to cater to the individual needs of the passengers. They range from room service and cocktail bars to specialty dining restaurants .The ships to specialty that caters to the cruise sectors today, are virtually floating palaces with every conceivable guest service available aboard them. This sector has been growing in popularity in recent times, and has become affordable to a large cross section of people.
SURFACE CATERING: -Catering to passenger traveling by surface such as buses and private vehicles is called surface catering. These catering establishments are normally located around a bus terminus or on a highway. They may be either government run restaurants, or privately owned establishments of late there has been a growing popularity of Punjabi style catteries called Dhabas on the highways.
WELFARE CATERING:- The provision of food and beverage to people to fulfill a social need, determined by a recognized authority, is known as welfare catering. This grew out of the welfare state concept, prevalent in western countries. It includes catering in hospitals, schools, colleges, the armed forces and prisons.
INDUSTRIAL CATERING:- The provision of food and beverage to people at work, in
on the assumption that better fed employees are happy and more productive.
Catering for a large work force may be undertaken by the management itself, or may be contracted out to professional caters. Depending on the choice of menu suggested by the management, catering contractors undertaken to face the workforce for a fixed period of time at a predetermined price.
LEISURE –LINKED CATERING: -This types of catering refer to the provision of food and beverage to people engaged in leisure. This includes the provision of food and beverage includes stalls and Kiosks at exhibition, theme parks, galleries and theaters.
ATTRIBUTES OF A WAITER
ABILITY TO OVERCOME RESISTANCE TO DO MENIAL OR MANUAL W ORK:
1.For all the hotels staff menial jobs are part of their normal work. This follows from
the fact that in this industry, service is of the utmost importance and hence everyone must involve himself in achieving that objective. This would mean that right from the general manager to the utility worker everyone is actually serving the guest in one way or the other.
2.To ensure a proper attitude to menial tasks, the trainer at times may himself have
to do the work that the waiter does, to drive home the fact that at all levels manual work is done.
3. The waiter should be told of the importance of his job and made to realize that the
hotel cannot run without the essential service that he provides.
WILLINGNESS TO SERVE:
1.The waiter should be briefed about the tip system and show how a good service can
fetch greater tips. At this stage emphasize the point that a guest gives lavish tips only when he is pleased with the service and the service can only be good when the waiter is willing to serve.
2. A waiter is a responsible of the hotel and his restaurant. He projects its image and
is responsible for maintaining its high standards. On his attitude and action will depend the image of the hotel.
CAPACITY TO TAKE ORDERS FROM SENIORS:
The waiter should be made to feel that his supervisors have more authority and maturity to guide him. He should also be told that without a proper line of authority, there would be utter chaos. The example of some of his seniors should guide him at the job. He should be made to understand that he has lot to learn from their knowledge, attitude and skill in tackling in their jobs. Moreover, it is his seniors who will assess him and mould him and it is they who to a great extent determine his future by recommending him for advancements in his job, promotion, transfer and raise in salary.
CHEERFUL ATTITUDE TOWARDS WORK AND PEOPLE:
1. A cheerful attitude is an asset. It is infectious as one cheerful person spread cheer
and goodwill wherever he goes. As a result the work atmosphere is pleasant and free of tension and overwork.
2. A cheerful attitude towards colleagues is an advantage because a waiter would be
able to obtain the maximum co-operation and help from them.
3.Job satisfaction comes from which oneself and depends on one?s attitude towards
one?s work. If one has a cheerful outlook any kind of work can seem worthwhile and interesting.
CORDIAL RELATIONS WHILE INTERACTING W ITH ALL:
1.One of the best ways to develop cordial relations and a team spirit is through
group effort. Let the group set the goals. Show how much easier it becomes to resolve problems when everyone puts their head together. The phrase “ united we stand divided we fall” should be the motto.
2.Through team spirit and teamwork efficiency is increased. Increase in efficiency
implies higher sales turnover, which implies more earning for everyone.
3.By maintaining cordial relations, one not only benefits financially but also
personally. A good friendship is also an asset and is of great help during times of trouble.
4.Cordial relations with guests are also very important. A guest who is pleased with
the friendly atmosphere of a restaurant is bound to visit it again and again.
However, friendliness does not mean over familiarity.
PRIDE IN WORK:
A waiter should realize that the work he is doing is not an ordinary kind of work. It is an art, which not everyone can do. It is an art, which has developed from times unmemorable and is still being developed.
TACT AND INITIATIVE:
case lets help in developing a waiter?s and initiative.
2.Also former case studies can be undertaken to inculcate tact and initiative.
3.Interesting and amusing anecdotes from personal experience or from the experience
of others are good illustrations.
AS REPRESENTATIVE OF THE ORGANIZATION:
1. A waiter is like a salesman for his department and he projects the image of his
restaurant. Thus, as a representative of the organization he must endeavor to maintain high standards.
2.Any negligence on his part would at once reflect on the status of the organization
and its high standards.
3.He must act and behave in a manner befitting the type of setup he is working in.
4.Good actions and behavior are always noted and go a long way in improving a
waiter?s prospects and status.
HONESTY:
1.Honesty is always the best policy. The reward for being honest can vary from cash
and publicity in hotel magazines to appreciation letters from the public. It can also get the waiter appreciation and recommendation, which could help the waiter?s prospect in the profession.
2.Examples of actual incidents where honesty has paid dividends should be quoted.
3.The waiter must be told exactly is regarded as dishonesty e.g. stealing cutleries,
eating guest food, overcharging a guest are all forms of dishonesty.
COURTESY:
1.It is the hallmark of a good waiter to be courteous on all occasions not towards
guest but also towards his colleagues and other people working in the same unit.
2.Courtesy should be inherent in his nature and a sign of his desire to please those
with whom he comes in contact. His manner should not be just part of the technique of his restaurant.
3.The advantage and necessity of being courteous should be emphasized as it not only
smoothens operations but also ensure better ties.
EXAMPLES OF COURTESY ARE GIVEN BELOW.
1.After the waiter has served breakfast and a guest is leaving, he should say “Thank
you have a pleasant day”. It should be said with utmost sincerity.
2.When approaching a guest use the word “assist” e.g. “May I assist you” or “may I be
of assistance”.
3.When the guests are leaving after lunch or dinner or even if they have just stopped
for a cup of coffee or a drink, say “thank you. I hope everything was all right. Do come again” or “it?s been a pleasure serving you. Please come again soon”.
4.Always present the Bill without delay keeps it at the side station when the guests
are nearing the end of their meal.
5.While taking an order the waiter should approach the guest from the left and place
the menu in front of him and in quire, “ May I have your order, sir/ madam?” wait patiently facing the guest until after any necessary advice asked has been given, and the order is complete. Give the guest enough time to decide what he wants and do not rush him.
6.Guests should never get the feeling that they are being hustled. It is really proper to
let them finish their drink before asking for their food order. In the evening this holds true. At noon a lot of people are on a tight schedule so the lunchtime menu should be presented as soon as the guest is seated. Before taking the food order the waiter should ask whether they would like a drink, “may we bring you a drink before lunch?” If the answer is “No” he should take the food order and serve it as soon as it is ready. If the answer is “yes” the drink ord er should be served. When the drink is placed on the table the waiter should ask, “Would you like to order now or shall I come back later?” If the answer is “Later” the waiter should not forget to come back while the guest is finishing his drink. If the guest orders right away, the food should be brought as soon as it is ready to serve, even if the guest has not finished his drink.
7.If a guest says his food or drink isn?t right, the waiter should not tell him so, even if
he is sure that the guest is wrong. T he waiter should tell him “ I am sorry”. “Please let me bring you another or may I bring you something else?” The waiter should take the order back to the kitchen and tell the chef to replace it. If he has any trouble he should tell the manager.
8.In case there are restaurants having bar counters or bars in the immediate
neighborhood of the restaurant, guests who cannot be seated in the restaurant should be asked if they wish to wait in the bar until a table is available. If possible the supervisors should accompany the guest to the other facility to make that will be taken care of properly.
9.In case a waiter is busy and cannot attend to a guest at once, he should inform him
that he would attend to him immediately or in a moment.
10.If the waiter knows the guests name it is advisable to address him by his
name as this shows that the guest is getting personalized service.
11.If a guest may become impatient if he cannot catch the waiter?s eye. A waiter
should never ignore guests or just pass them by, because they are not on his station.
He should stop and acknowledge the call by saying politely, “ I will send your station waiter, sir”.
12. W hen two tables are occupied approximately at the same time, the waiter
must take the order of the party, first.
13.Each guest entering the restaurant must be received at the door by the
hostess or the supervisor in a cordial and pleasant manner and be conducted to a seat. Chairs should be held for the convenience of lady guests and gentleman is possible.
14.Guest must be asked prior to seating whether the table, which they have been
allotted, is agreeable to them.
NEGATIVE ATTITUDES:
Given below are certain attitudes, which a waiter must be warned against adapting.
1.Forgetting to say “thank you” or failing to acknowledge tipping.
2.Craving for tips, counting tips or jingling coins in pockets.
3.Bad temper or indifference.
4.Talking too much to guests while they are conversing with each other.
5.Ignoring guests by talking amongst them.
6.Hurrying guests to get their stations cleaned so that they can leave early.
https://www.doczj.com/doc/0614709975.html,ing a bad form of speech.
8.Adding up bills wrongly.
https://www.doczj.com/doc/0614709975.html,ing bad form of service e.g. spilling food
10. Eating during the service
11. Putting the service cloth in the trouser pockets
12. Compiling menus by keeping them in their shirt front.
13. Carrying pens or pencils behind their ears or their hairs.
14. Having bad breath, body odor, toe jam, dirty or untidy hair, dirty hands or nails.
15. Chewing gum.
16. Wearing greasy or spotted or other wise dirty clothes. Sneezing or coughing
Carelessly.
17. Wearing high heel shoes or Un polished shoes
18.Q uarrelling or being noisy and shirking responsibility.
19.Indulging in preferential treatment.
INTER DEPARTMENTAL CO-ORDINATION AND COMMUNICATION
Co-ordination and communication: communication is the means by which problems are diagnosed and decisions are diffused both with the organization and external to it or is a result of a process of delegations of specific responsibilities and the development of individual objectives.
Communication can also be defined as a means of giving information in an attempt to influence someone?s activities or as a means of obtaining response from them either in the form of an activity, another communication or a reply. With out communication it is not possible to achieve effective coordination, as without communication no one can know what activities are required to be co-coordinated.
Nature of co-ordination: Co-ordination is a process whereby works, which has been sub-divided, is brought together and unified into specific task or objective. The need for co-ordination and synchronization of the work of individual is one of the most important managerial activities. Failing to achieve continuous or proper co-ordination on a continued basis will lead to dissatisfied clients, loss of trade and profit with unenviable consequences.
Co-ordination is not periodic activity of management. It must be ongoing. The greater the degree of work the greater the degree of efficiency achieved.
The nature of communication: the process requires rendering or receiving a message as a means of transmitting the message. Since communication is a three way process, some feed back is required. The message may be verbal or written, either in words or figures or in the form of gesture or facial expression. Feedback may be immediate in case of conversation or delayed in the case of written matter. It is essential to show whether the
COMMUNICATION AND ORGANIZATION:
1.DOW NWARD COMMUNICATION: This follows a line of command from the point of
is required through inter mediate points in the form of command or orders to be carried out, on the assignment of work to individuals. A General manager may issue an edict that all members of staff must improve their standards of personal appearance. The restaurant manager may decide to re-locate the tables of two waiters and then tell them of his decision.
2.UPWARD COMMUNICATION: This is described as how information is transmitted
from the lower region of company to the senior manager. Such information may be
a response to a request from management or may be a regular report, passed upward
as a matter of routine.
3.HORIZONTAL COMMUNICATION: This term indicates communication between
employee at same level in organization namely, those of equivalent status often is different departments.
STAFF ARRANGEMENT OF F & B SERVICE DEPARTMENT
Food & Beverage Manager
Secretary
Asst. F & B Manager
Out Let Managers
(Banquets, Room Service, Bar, Restaurants, Coffee Shop, Night Club) Reception Head Waiter
Head Waiter
Station Head Waiter
Station Waiter
Junior Station waiter
Assistant Station Waiter
Apprentice
The staff arrangement in the restaurant and their number depends on the type and standard of the establishment. In every restaurant, whether belonging to a hotel, non-residential establishment or in the form of canteen there must be one person charge under whom there will be principal assistance in charge of sections of the room and under each of them there will be general assistants.
F & B MANAGER
Depending on the size of the establishment the F&B Manager is either responsible for implementation of agreed policies or for contributing to the setting of catering policies. He is responsible for –
i) Ensuring that the required profit margins are achieved for each F&B Service area in a specified financial period.
ii) Updating and compiling new wine lists according to availability of stock, current trends and customer needs.
iii) For compiling, in liaison with the kitchen, menus for the various food service areas and for special occasions.
iv) The purchasing of all materials required in the department.
v) Ensuring that quality in relation to the price paid is maintained.
vi) Determining portion size in relation to selling price in consultation with the Exec. . Chef.
vii) Departmental training and promotions and maintaining high professional standards. viii) Employing and dismissing staff.
ix) Holding regular meetings with section heads to ensure all areas are working effectively efficiently in a well-coordinated manner.
?ASSISTANT F&B MANAGER
In absence of F&B Manager, the Asst. F&B Manager acts as the departmental head. In general, he helps the F&B Manager in running the department smoothly and acts as his deputy.
?The Restaurant M anager (Directeur de restaurant)
He has over all responsibility for the organization and administration of the food and beverage service areas. This includes the lounges, floor grillrooms, restaurants and possibly some of the banqueting suits. It is the restaurant manager who sets standards for service and he is responsible for any staff training that may have to be carried out on or off the job. W ith the assistance of reception headwaiter or headwaiter he may make out duty rotas, holiday lists and hours of duty so that all the service areas run efficiently and smoothly. All staff would be engaged after interviews with the personnel manager and the restaurant manager. He is responsible for the restaurant service and is in-charge persons concerned with it. He fixes the price of the menu and also plans the menu in consulting with the executive chef and food and beverage controller.
?THE RECEPTION HEAD W AITER (MAITRE D? HOT EL DE RECEPTION)
He is responsible for accepting any bookings and maintaining the booking diary up to date. He will reserve tables and allot their reservation to particular stations. He greets the guests up on arrival and takes them to the table and seats them, leaving them in charge of the station headwaiter. The reception headwaiter should have a good knowledge of food and beverage and be able to instruct the trainees where necessary. He would relieve the restaurant manager or headwaiter on their day off.
?THE HEAD W AITER/ SENIOR CAPTAIN (M AITRE D? HOTEL)
He has over all charge of the staff team in the dining room and is responsible for seeing that all the duties necessary for the preparation for service are well and efficiently carried out, and nothing forgotten. He will aid the reception headwaiter during the service and possibly take some orders if the station headwaiter is very busy. He helps the restaurant manager or the reception headwaiter on their day off. (He is in direct charge of either the whole of a small restaurant or a part of a big restaurant). He supervises service, directly receives the guests or through the restaurant manager in case of certain VIP?s seats them. He should be a good organizer and diplomat. He must look after all the complaints and put things rightly. But he must not upset the smooth flow of kitchen disrupt harmony of pantry. He is responsible for the “mise en place”. In large hotels in restaurants there may be more than one head waiter, namely: a) second head waiter b) third head waiter.
?STATION HEAD W AITER/ CAPTAIN (MAITRE D? H OTEL DE CURRE)
He has the overall responsibility of the team staff working under him and serving a set number of tables could be anything from four to eight in numbers. The set of tables under the station headwaiters control is called a station. He must have a very good knowledge of food and wine and its correct services, and be able to instruct these under him. He would take the order usually from the host and carry out the services at the table with the help of his assistants.
?THE STATION W AITER/ SENIOR STEWARD (CHEF DE RANG)
He must be able to carry out the same as a station headwaiter and relieve him on his day off. Both he and the station head waiter work together as a team to provide efficient and speedy service.
?JUNIOR STATION W AITER / STEWARD (DEM I CHEF DE RANG)
This is a post, which is usually found in Europe and in the American hotels. As the term implies he is next in seniority to chef de rang and aids him in his work.
?ASSISTANT STATION WAITER/ ASSISTANT STEWARD (COMM IS DE RANG) He acts by instruc tion from the chef de rang. He is responsible for giving the KOT?s to the kitchen, bring dishes to the sideboard, removing plates from the guests table and returning used plates to the washing up area. During the mise en place he would carry out some cleaning and preparatory tasks.
?APPRENTICE (DEBARRASEUR OR PICCOLO)
He is the learner, having just joined the food and beverage service staff and possibly wishing to take up waiting as a career. During the service he will keep the sideboard well filled with equipment and he may help to fetch and carry items as required. He would carry out certain cleaning tasks during the preparation periods.
?CARVER (TRANCHEUR)
He is responsible for the carving trolley and the curving of joints at the table as required. He will plate up each portion with the appropriate accompaniment. He has to be very skilled to get maximum number of portion from each joint with as little wastage as possible.
?FLOOR WAITER (CHEF D? ETAGE)
He in the apartments. When working in this position the waiters has to serve both food and drinks and therefore have a through knowledge of each and their correct service involved.
?TROLLEY ASSISTANT W AITER (COMMIS DE W AGON)
He is a commis, junior assistant assigned to a trolley usually of hors d oeuvre, pastries, assorted cheese, salads etc.
?WINE WAITER OR W INE BUTLER (CHEF DE VIN)
He is the service of meals. He must have a thorough knowledge of best wines to go with certain foods and of the licensing laws in respect of his particular establishment and areas.
?RESTAURANT CASHIER (CASSIER DE RESTAURANT)
Sometimes it is the responsibility of the restaurant staff i.e. the waiters to make the bill in small establishment, but in sophisticated restaurants, the restaurant cashier does it. In any case, the waiter will present the bill to the guest.
TYPES OF FOOD & BEVERAGE SERVICE OPERATIONS
The food and beverage service department of a hotel is the most labour intensive department. It is divided into sections called outlets for effective management control. Each outlet is headed by an outlet manager and has its own operational procedures. A food and beverage manager heads the department and he delegates authority and responsibilities to the outlet managers.
?BANQUETS
department. It serves food and beverage to a gathering of people at special function such as wedding, parties, receptions, cocktail dinner, seminars, conferences and meeting. Banquet function can be held at lunch or dinnertime and the pattern of operation may vary from one kind to another. The outlet also rents out banquet halls for exhibitions, concerts and other programmers.
TYPES OF FOOD SERVICE IN BANQUETS - The Indian banqueting menu consists of a fixed predetermined buffet menu selected from the varied cuisines of India or a selection of dishes from continental food.
ORGANISING A BANQUET FUNCTION- It is normally planned in advance, since
and organizing a function. However the food and beverage service personnel should be prepared for any exigency as guest may suddenly demand the unexpected.
The banquet outlet has its own staff that works in shifts to cater to these functions the banquets sales assistant are responsible for managing the banquet reservation system in the banquet office.
?COFFEE SHOP:
It?s an outlet, which is open 24hrs a day and is usually found in star category hotels. The basic concept behind this type of operation is less priced and more turnover. The service is informal i.e. not very elaborate and formal. Generally the foods are pre- plated other then the Indian dishes where the entrée or the main course are placed on the table or sometimes being served by a waiter. Promptness of service is of prime importance. The prices of the food and beverage, which are being served, are not very high priced compared to a specialty restaurant. Being o pen for 24hrs it?s the only venue where one can get a decent meal on a …long after all the other restaurants have closed has a provision of serving many types of foods like Indian, Chinese, Continental and different types of alcoholic beverages are only served during permitted hours. (Sometimes varies from state to state.)
The revenue generated from this outlet is the second highest in the food and beverage service department.
?RESTAURANT
restaurant may be a licensed part of a hotel operation, whereby the sales of the restaurant contribute to the sales performance of the hotel as a whole. Restaurants may also be independent business entities under individual ownership and management.
?CONTINENTAL RESTAURANT
accent is on good continental food and elaborate service.
?SPECIALTY RESTAURANTS:
Every five star hotel has at least one specialty restaurant, and it is specialist in serving one particular type of cuisine, but again now a day the concept of having a multi cuisine restaurant is also gaining popularity as they offer guests a wide variety of choice of food. The service in this type of a restaurant is very formal and stylist. The prices of the food items in the menu are comparatively higher because of its higher overheads. The menu offered may either be an a la carte, buffet, or a table d hotel. Sometimes flambé dishes are also served where the food is prepared right in front of the guest from a special food trolley known as guerdon trolley and hence the waiter should be highly skilled. These restaurants normally function dinning lunch and dinner sessions. Entertainment in the form of music by a band or an orchestra may also be provided.
For a specialty restaurant to be profitable it should provide not only excellent food and service but also a good décor ambiance. The components used should be of high standards, as this will enrich the entire dinning experience of the guests.
?ROOM SERVICE:
guest?s orders his or her food and beverage requirement over the phone from his room and the person taking the order is know as the Room Service Order Taker. He takes down the whole order on a kitchen order ticket (KOT) and for a beverage on a bar order ticket (BOT) with date and time of order taken and the service time and hands over the order ticket to the room service waiter, who in turn places the relevant order ticket either to the kitchen or the bar for drinks and subsequently picks them and serves them to the room at a specified time.
As far as the question of revenue earning is concerned it has a very small turnover. Considerable effort and labour is necessary to run this outlet and can be termed as a guest facility and operate 24hrs. The menu is similar to that of a coffee shop but the prices are slightly higher comparatively because of higher overheads i.e. in terms of staff and equipment.
The prime importance in this type of an outlet is accuracy and promptness i.e. the whole order taken has to be carried out accurately within the specified time. The outlet is headed by a outlet manager known as Room service manager. Under him there are captains followed by waiters. It is the responsibility of this captains and waiters to check each room service tray or trolleys so as to ensure they have the relevant food ordered by the guest along with necessary cover and accompaniments. There is always an average waiting time for each set of orders and this may vary from hotel to hotel.
In most of the hotels to speed up the service of food and beverage we have room service floor pantries from where the required cutleries, crockery and glassware and certain accompaniments required for serving of foods in a room is present.
Again the efficiency of a room service outlet is also measured in terms of clearance i.e. it is the responsibility of the room service waiting staff to ensure that all trays and trolleys are cleaned from the guest rooms after service is done because there is nothing more annoying to a guest the sight of used trays and trolleys in the corridors.
This department is also responsible for providing food and beverage amenities to regular guests and VIP?s, which may include fruit basket cookies, dry fruits and nuts and soft beverages and hard liquor.
?BAR:
In a hotel this particular outlet can be divided into two and they are -
1. Public bar
2. Dispense bar
1.PUBLIC BAR:
Are situated in the public area of a hotel and caters to persons who pays for it irrespective of the fact whether they are in-house guests i.e. staying with the hotel or an outside guest. Cocktail snacks can be served and the prerequisites are served should be fast and discreet, good décor, ambiance, efficient staff and availability of wide variety of beverages.
2.DISPENSE BAR:
Generally situated at the back area of the hotel and is used for dispensing and serving drinks to the other outlets of the hotel such as the coffee shop, room service, banquets, specialty restaurants etc. other than the above outlets one may also come across outlets like a barbecue restaurants and a pastry cake shop a night club and a discotheque.
?BARBEQUE RESTAURANT:
The term barbeque is said to have originated from ancient French practice of cooking the whole animal over an open fire. (In French “Barbe” means beard and refers to the whiskers of the animal and “que” means the tail)
This type of an outlet is generally located near the sw imming pool and of late has become very popular.
Normally during the day the space may be used for some other and in the evening it is used for private functions or a barbeque restaurant for an a la carte guest. The two main reasons of having a barbeque restaurant are:
(i)Increase the revenue of the hotel.
(ii)Gives a variation of dinning i.e. provides the guests with another venue to dine.
The food served here is barbequed cooked over a charcoal grill.
?PASTRY AND CAKE SHOP:
caters to both in-house and non-resident guests. It may be a self-service counter on a small area where there are a few tables with waiter service and is normally located at the lobby area of the hotel and mostly the business in this outlet is in the form of take- a ways.
Discotheques: A restaurant, which is meant for dancing to, recorded music being played by a disc jockey a live band, may also perform. An essential part of a discotheque is a bar while the food offered consists mainly of snacks.
?NIGHTCLUBS:
provided. Décor is lavish while service is elaborate. A live band is important to the set up. Most establishments insist on formal wear so as to enhance the atmosphere.
?SELF HELP OR CAFETERIA SERVICE
of labour and thereby the high price food. The clientele or the guest here waits on himself or herself. This indicates that if the service is of their own. Here the customer takes a tray or plate and moves along-selecting the dishes from the display counter, and arrives at the place where the cashiers totals up the trays contents and the customer having made his payments carries the tray to the table. The used dishes are collected and returned to the washing up area by the cafeteria staff. Mobile trolleys are convenient for this purpose. Layout is a very important to ensure that the service is quick. Sufficient tables and chairs are provided in the dinning hall. The cafeteria unit must have a hot plate, refrigerator, a water cooler and a display counter. There should be a rail to rest and slide the trays upon. Some units have conveyer belts upon which the trays are placed. The service may be table
is very essential for a high-class cafeteria service. A spoon and knife and a fork wrapped in a napkin may be kept at one end of the counter for the customers to pick up.
In India two types of cafeteria service are in operation. From the point of view of sales, in the first case coupons are sold at the beginning and the customers buy food equal to the value of the coupons, but he is restricted from buying anything more unless he goes again to get the additional coupons. Many a times the customers feel lazy to do this and so in such cases it sometimes results into a loss of the business.
In the second care the guest collects whatever he likes from the counter and pays at the end. If the cashier is not vigilant enough he can make mistakes in totaling, which may result into a loss of the business. But from the customers point of view this is a better arrangement.
RESTAURANT ORGANIZATION
FOOD SERVICE AREAS AND ANCILLARY DEPARTMENTS
ROOM SERVICE:
Is a very important part of food and beverage service department? The guests orders his or her food and beverage requirement over the phone from his room and the person taking the order is know as the Room Service Order Taker. He takes down the whole order on a kitchen order ticket (KOT) and for a beverage on a bar order ticket (BOT) with date and time of order taken and the service time and hands over the order ticket to the room service waiter, who in turn places the relevant order ticket either to the kitchen or the bar for drinks and subsequently picks them and serves them to the room at a specified time.
As far as the question of revenue earning is concerned it has a very small turnover. Considerable effort and labour is necessary to run this outlet and can be termed as a guest facility and operate 24hrs. The menu is similar to that of a coffee shop but the prices are slightly higher comparatively because of higher overheads i.e. in terms of staff and equipment.
The prime importance in this type of an outlet is accuracy and promptness i.e. the whole order taken has to be carried out accurately within the specified time. An outlet manager known as Room service manager heads the outlet. Under him there are captains followed by waiters. It is the responsibility of this captains and waiters to check each room service tray or trolleys so as to ensure they have the relevant food ordered by the guest along with necessary cover and accompaniments. There is always an average waiting time for each set of orders and this may vary from hotel to hotel.
In most of the hotels to speed up the service of food and beverage we have room service floor pantries from where the required cutleries, crockery and glassware and certain accompaniments required for serving of foods in a room is present.
Again the efficiency of a room service outlet is also measured in terms of clearance i.e. it is the responsibility of the room service waiting staff to ensure that all trays and trolleys are cleaned from the guest rooms after service is done because there is nothing more annoying to a guest the sight of used trays and trolleys in the corridors.
This department is also responsible for providing food and beverage amenities to regular guests and VIP?s, which may include fruit basket cookies, dry fruits and nuts and soft beverages and hard liquor.
STILLROOM
The service room, the server, or pantry is the auxiliary section situated just behind the serving doors and between the kitchen (hot kitchen) and the room, which supports the service. The pantry leads to the stillroom, plate room and glass room and the wash-up area. An ideal pantry must have the following minimum conveniences –
1.There should be two serving doors, connecting the server with the restaurant,
marked …IN? and …OUT?.
2.The door must have a metal kicking plate at the bottom to prevent hard wear and
tear.
3. A large box for collecting the soiled linen and napkin should be provided to prevent
its loss. If the box has a flat top it can be used as extra service space. A chute may be provided to send the soiled linen from the service room to the Linen Room.
4.Cupboards for crockery, plates, cutlery, linen etc. must be provided. For cleaning
materials like brooms etc. appropriate storage should be provided.
5.Two or three tier tables for receiving dirty plates and silver helps in quick disposal
of this equipment to their respective places of washing and returning back. These