Mostofwhatyouneed toknowaboutServing FoodandBeverages

AnOverview

Serving Food and Beverages

Food&BeverageServicePersonnel
ThePeopleresponsibleforservicequalityguestservice OrganisationStructure Inanytypicalfood&beverageserviceoperation,anumberofpeopleareworkingtogethertoservethe guestorcustomer.Tocarryoutallthefunctions,involvedinservice,peopleareplacedwithdifferent dutiesandresponsibilities.Hereisanexampleoforganizationalstructureoffood&beverageservice deptofahotel: Food&BeverageManager AssistantFood&BeverageManager RestaurantManager RoomServiceManager BanquetManager BarManager DepartmentalSupervisors Senior/HeadWaiter WaitingandBarStaff Trainees AnF&Bpersoninahotel/restaurantcouldbesimplydefinedassomeonewhotakesandservesguests orders.Whilethisdefinitionistechnicallycorrect,itleavesouttheheartofanF&Bstaffsjob.Abetter definitionmightbe:Afoodandbeverageserviceemployeedoeseverythingpossible,withinreason,to makeeachguestsdiningexperienceexactlywhatheorshewantsittobe,andwhostrivestoexceed guestexpectationswheneverpossible. AsamemberoftheFood&BeverageServiceteaminarestaurant,youareresponsiblefor: Preparingforservice. Greetingguests Takingtheorder Servingtheorder Creatingafriendlyatmospherewhereguestscanenjoythemselves. Completingservice Helpingcoworkersasneeded. EssentialattributesofFood&Beverageservicepersonnel Aprofessionalandhygienicappearance Knowledgeoffoodanddrink(yourproduct) Punctuality Localknowledge Personality Attitudetocustomers Memory Honesty Loyalty Conduct SellingSkills Senseofurgency
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Teamworkiscriticaltoservicesuccess!
Thesecretofafood&beverageserviceoperationssuccessisthateveryoneworkstogetherasateam togiveguestsgreatservice.Youarepartofaservicedeliverysystem.Youmustgiveguestsandco workersgreatserviceforthesystemtowork. Tobeanexcellentteamplayer,youwill: Helpyourcoworkersandguestswheneverpossible Askcoworkersforhelpwhenyouneeditsoguestservicedoesntsufferandallemployeescan concentrateonguestsneeds. Sayhellotocoworkersandguestswhenyouseethem,andusetheirnamesifyouknowthem. Saypleaseandthankyoutoguestsandcoworkers Sharesupplies Takeprideinyourworkandrespectothersworkstoo Alwayscleanupafteryourself Tobeexcellentteamplayers,youandyourdepartmentcanhelpby: Greetingandseatingguests Answeringthephone Lettingothersknowwhenyouhaveguestswhoarereadytoleavesothattheycanplanwhich gueststoseattherenext Immediatelyremovingfromtablestheitemsguestsdonotneedanymore Clearingandresettingtables Restockingsidestationssothatsuppliesarealwaysavailable Writingdrinkordersclearlyandcompletely Askingguestsallnecessaryquestionswhentheyplacebeverageorders,suchas,Doyouwant icewiththat? Processingdrinkorderspromptly Pickingupdrinkspromptly Writingordersneatlyandcompletely Askingguestsallthenecessaryquestionswhentheyplaceorders,suchas,Howwouldyoulike thatprepared? Properlysortingandstackingusedglasses,china,silverwareetc.

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SuperiorPerformanceStandards
Thequalityofthefood,drinks,andserviceatyourvenueshouldenhanceeachguestsoverall experience.Providingexcellentservice,beverage,andmealsatareasonablepriceiseveryrestaurants ultimategoal.

YouarehiredforyourabilitytomeettheSuperiorperformancestandards.Youmust: Befamiliarwithallrestaurantsmenusandfoodanddrinksofferings Demonstrateprofessionalbehaviourwithinthevenue Makesurethediningroomisproperlylit,hasacomfortabletemperature,andlooksneat. Quicklyapproachguestsandgreetthemwarmly. Introduceyourselftoguests,andusetheirnameswheneverpossible. Befamiliarwithallmenuitems,includingspecialsanddesserts Bealerttosafetyprocedureatalltimes. Ensurefoodisservedatthecorrecttemperature,attractivelypresented,andpleasingtothe senses. Accommodatesspecialguestrequestswhenappropriate Usesuggestivesellingthroughouttheguestsvisittomakehisorherexperiencemoreenjoyable Frequentlycheckbacktothetabletoensureguestsatisfaction.

QualityGuestService

Deliveringqualityguestservicemeanscreatingamemorableexperienceforeveryguest. Qualityguestserviceispossible,onlywhenweconsiderallofthefollowingaspects: Understandingandanticipatingeachguestswantsandneeds Meetingandexceedingeachguestswantsandneeds Helpingcoworkersmeetandexceedeachguestswantsandneeds

Deliveringqualityserviceisnotpartofyourjobitisyourjob.
Ifitwerentforguests,youwouldnothaveajobinthehospitalityindustry.

BenefitsofQualityService
Whenyoudeliverservice,everyonewins.Whobenefitsfromqualityservice? TheGuest Eachguestarriveswithcertainconcerns,emotionsandexpectations.Byprovidingqualityguestservice, youhaveachancetomaketheguestsdayandstaymoreenjoyable. TheBusiness Ifyouexceedguestsneeds,theyllbemorelikelytoreturntothevenue,youhaveadirectimpacton thevenuessuccess. Staff Whenyoudoyourjobwell,youmakeiteasierforyourcoworkerstodotheirjobswell. You Whenyoudoyourjobwell,youshowcoworkersandmanagersthatyouareaprofessional.Goodwork isoftenrewardedwithcomplimentsandgoodjobreviews.
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Skillsandattributesrequiredformeetingandexceedingserviceexpectations

PersonalAppearance Maintainneat,wellgroomedappearance. Wearaclean,properuniform. Wearyournametag.

Friendliness Smile Greetguestsandcoworkerspromptlyandhappily Lookguestsandcoworkersintheeye. Expectation:courtesy Giveguestsandcoworkersyourfullattentions Treatguestsandcoworkerswithrespect. Callguestsandcoworkersbyname.

Concern Imaginehowguestsandcoworkersseeasituation. Listenwithempathy Showsensitivitytoguestsandcoworkersfeelings.

Flexibility Treateachguestandcoworkerasanindividual. Welcomeeachguestasanewopportunitytoprovideguestservice. Offercreativesolutionstomeetguestsandcoworkersneeds. AnticipatingGuestsNeeds Hasaserveratarestauranteverofferedyousomethingyouwantedorneededbeforeyouaskedforit?

Ifso,howdidfeelaboutthatdiningexperience?Probablyprettygood. Thatsthetypeofserviceeveryrestaurantservershouldprovideguests. Wheneverappropriate,takewhateverstepsarenecessarytomakesureeachguestshasapositive experience.Asyougreetguests,determinetheirneeds.Forinstance: Guestswithyoungchildrenoftendonothavetimeforlong,leisurelydinners.Theymay appreciatefriendlyservicethatisquickandefficient. Seniorcitizenandguestsdiningalonemayappreciatesomeextraattention. Guestshavingabusinessmeetingprobablydonotwanttobedisturbed.Theymayappreciateit ifyoutrytoaccomplishasmuchaspossibleeachtimeyoureatthetable. Youmayalsoaskquestionstodeterminewhatguestsexpectfromthediningexperience.Forexample:

Ifguestsarrivewithachild,askiftheywouldlikeyoutoservethechildsfoodassoonasits readyeveniftheotherentreesarenotready. Ifguestsseemtobecelebrating,askwhattheoccasionisandoffertobringanappropriate beverage,dessert,orotheritemstomaketheirmealmoreenjoyable. Ifguestsarehavingtroubledecidingbetweentwoappetizers(starters)orotheritems,askifyou canansweranyquestionsaboutthemenuforthem.

Byanticipatingguestsneeds,youwillexceedguestsexpectationsandhelpmakeeachguestsdining experienceanenjoyableone.
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TheImportanceofPersonalHygiene
Hygieneinvolvescareforthehealthofothersandoneself.Waitersareinvolvedinphysicalwork, movingabout,liftingtrays.Solookafteryourhealth;guardagainstlegorfeetweakness;maintaingood sight;andcleanteethandmouth.Abalanceddiet,freshair,andsuitablerecreationallhelp. Servicemustbedoneinacleanwaytoprotectguestsagainstfoodpoisoningorpassagesofdisease.Dirt anddirtypracticesmakedinningunpleasantaswellasunsafe.

Pointstorememberformaintainingofpersonalhygiene:
Ashowerorbathshouldbetakendaily. Alwaysuseeitherdeodorantortalcumpowder. Sufficientsleep(minimumof6hours),andadequatehealthyintakeoffood(morevegetable,less oil)andregularexercisewillkeepbodyhealthy. Alwaystrimnailsandkeephandsclean. Maleshouldbecleanshavenwithwelltrimmedmoustache. Wearcleanuniforms. Changeyourundergarmentsdaily.Alwayswearcleanundergarments. Hairmustatalltimesbecleanandwellgroomed. Alwaysbrushyourteethaftereatingbreakfast,lunch,anddinner.

Ifyouaredirectlyhandlingfood,thenfollowtheserules.......
Alwayswashyourhandsbeforetouchingfood,andalwaysaftercomingfromtoilet. Ifyouaresufferingfromanyskin,nose,throatorstomachproblemortroubleatwork,tellyour manageranddonthandlefood. Usewaterproofdressingsoncutsandsores.Andremembertokeepthosedressingsclean. Becleaninyourselfandintheclothesyouwear. Don'tsmokeinakitchenordinningroom.Andnevercoughorsneezeoverfood. Cleanasyougointhekitchen,ifanythinggetsspilled,wipeitimmediately.Seethatallutensils arekeptclean. Coverfood,keepitclean,andserveiteithercoldorpipinghot. Usetongs,spoonsetc.whenhandlingfood,ratherthanyourfingers. Alwayskeepthelidonadustbin. Inrestaurants,rememberthatclean,fullyequipped,welllit,andairyconditionsarerequiredfor maintenanceofhygiene.

MakingServicePersonal
PersonalisedServiceinFood&Beverageservicefocusesontheinteractionsbetweenthecustomerand thefood&beverageservicestaff.Allothersortsofinteractionissecondary.Themostimportant interactionisbetweenstaffandcustomer(guest).

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Whypersonalisedserviceisrequiredinhotelsorrestaurants?
InHotelorrestaurants,Guestmustbetreatedasroyalty. Weareheretogivecomfortandhappinesstotheguestalongwithfood. Thishelpingettingrepeatedbusinessandthustherevenueofrestaurantincrease. Ifguestwillbesatisfiedbyservice,thenhewilladvertisethesametohis/herfriendsorrelatives fortherestaurantwithoutanycost.

HowwecangivePersonalisedservicetoguests:
Alwaysgreettheguestintheproperway. Talkwiththeguest. Suggesttotheguestthecorrectcombinationoffood&beverage. Maintainproperspokenlanguageandbodylanguage. Alwayssmile. Trytosolveanyproblemsonthespot.

Youshouldrememberfollowingpoints,whileinconversationwithguest:
Donttalktootherstaffwithoutfirstexcusingyourselffromthecustomer. Dontinterruptthecustomersconversation,butwaituntilthereisasuitablemomenttocatch theattentionoftheguest. Dontservethecustomerwhilsttheyarecarryingonaconversation Donttalkacrosstheroomeithertootherstaffortocustomers.

Alwaysfollowthesesimplerules,whiledoingpersonalisedservice:
WhenshowingcustomerstotheirtableAlwayswalkwiththemattheirpace. WhenseatingcustomersLadiesfirstdescendingintheageunlessthehostisalady. HandlingmenustocustomersOfferthemenuandwaitforthecustomertotakeit. OpeningandplacingnapkinsOpencarefully,donotshakeitlikeduster,placeitonthe customerslapaftersayingexcusemetotheguest. Talkingtocustomersonlywhenstandingnexttothem. ServingandclearingalwayssayEXCUSEMEbeforeservingorclearingandTHANKYOUafter youhavefinishedwitheachcustomer. Explainingfoodandbeverageitemsusetermsthecustomerunderstands(i.e.notechnical terms);useterms,whichmakethefoodsoundattractive;donotuseabbreviations.

Howtoaddresscustomersorguest:
AlwaysuseSIRorMADAMforaddressingaguest. Ifyouknowthenameoftheguest,thenaddresshimwithhisname AlwaysgreettheguestwithGOODMORNINGorGOODEVENING,whilemeetingwiththe guestatthefirsttime. AlwayssayHAVEANICEDAYorGOODDAYorGOODNIGHTorTHANKYOU,whentheguest isleavingtherestaurant.

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Howtodealwithunforeseensituation,ifitoccursduringservice:
1.Spillages: Itispossiblethatduringtheserviceofacourseafewdropsofsauceorroastgravymayhavefallenon thetablecloth.Thefollowingstepsshouldbefollowed: Checkimmediatelythatnonehasfallenontheguestbeingserved. Apologisetotheguest. Ifsomehasfallenontheguestsclothing,allowtheguesttoruboverthedirtiedareawitha cleandampcloth.Thiswillremovetheworstofthespillage. Ifitisnecessaryfortheguesttoretiretothecloakroomtoremovethespillagethenhis/hermeal shouldbeplacedonthehotplateuntilhe/shereturns. Dependingonthenatureofthespillagetheestablishmentmayoffertohavethegarment concernedcleaned. Ifthespillagehasgoneonthetablecloth,thewaitershouldfirstofallremoveanyitemsof equipmentsthatmaybedirtiedorinhis/herway. He/sheshouldthenmoporscrapeupthespillagewitheitheracleandampclothoraknife. Anapkinshouldthenbeplacedontopofthetableclothoverthedamagedarea. Anyitemsofequipmentremovedshouldbereturnedtotheircorrectpositiononthetabletop. Anymealstakentothehotplateshouldbereturnedandfreshcoversputdownwherenecessary. Againapologiesshouldbemadetoguestsforanyinconveniencecaused. 2.Ifaguestissuspectedofhavingtoomuchtodrinkthefollowingstepsshouldbetaken: Ifthestaffbelievetheclientispossiblyundertheinfluenceofdrinktheymayrefuseatable, eventhoughtheremaybeoneavailable. Itisnotalwayspossible,however,torecogniseaguestwhomayproveobjectionablelateron. IfaguestissuspectedofbeingdrunkthismustfirstofallbeascertainedbytheHeadWaiteror restaurantmanager. Theguestshouldthenbeaskedtoleaveratherthanbeallowedtobecomeobjectionableto otherguestslateron. Iftheguesthasalreadyconsumedpartofthemealbutisnotbeingobjectionablethenthe reminderofthemealshouldbeservedinthenormalfashion,buttheHeadWaitermustensure nomorealcoholic Beveragesareoffered. 3.BlindandPartiallySightedCustomers: Talktoandtreatthecustomerwithspecialneedsasyouwouldanyothercustomer. Rememberitisbytouchthatblindpeopleseeandaremadeawarethattheyareinvolvedin whatishappeningaroundthem. Immediatelypriortoordering,agentletouchonthehandorarmattractshis/herattentions Offertoremovebonemeatorfishdishes. Neveroverfillglasses,cups,orsoupbowls. Usebowlsinplaceofplatesforspecificfooditems,butalwaysasktheguestfirst. 4.Guestwithcommunicationdifficulties Communicationproblemsarise,whentheguestiseitherdeaforhasverylittleknowledgeofEnglish.In thesecasesthefollowingstepsshouldbetaken: Speakdirectlyatthecustomer Standinsuchapositionthatthecustomerisabletoseeyourfaceclearly. Speakslowlyanddistinctly. Describefood/drinkitemsinsimple,precise,andplainlanguage.
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Seatcustomersawayfrompossibleexcessivenoise,asthisismostuncomfortableforcustomers wearinghearingaids. Intheseinstancesalwaysreadbackthefoodandbeverageorderreceivedtoconfirmall requests. Listenattentivelytowhatisbeingsaidtoyoutoensureyouunderstandthecustomers requirements.

5.CustomersorGuestswithlimitedmobility(legfracture,nolegsetc.) Extraawarenessisneededtomeettherequirementofcustomerswhomayhavespecialneeds,suchas mobility(movement)problems.Thefollowingconsiderationsshouldbegivenontheseoccasions: Placewheelchairusersattableswherethereisadequatespaceformanoeuvrability. Positionhem/heroutofthemainthoroughfareofcustomer/staffmovement. Positionhim/herwitheasyaccesstocloakrooms,exitsandfireexits. Crutches/walkingsticksshouldbeplacedinanaccessibleandreadilyavailableposition. 6.IllnessofCustomers Assoonasnoticedthataguestisfeelingunwellwhileintherestaurant,apersoninauthority (HeadWaiter/restaurantmanager)shouldbeimmediatelyinformed. Thepersoninauthoritymustenquireiftheguestneedsassistance.Atthesametimehe/she musttrytojudgewhethertheillnessisofaseriousnatureornot. Iftheillnessappearstobeofaseriousnature,immediatelycalledhospitalforambulancewith doctorforprimaryinspectionbeforetakingguesttothehospital. Ifaftershortperiodoftime,theguestreturnsandcontinueswiththemeal,afreshcovershould belaidandthemealreturnedfromthehotplate.

HandlingTelephoneCalls
Wemusttrytomakeeverycallerfeelimportantbybeingfriendly,polite,andprofessionalonthe telephone.Usethefollowingphonetechniquestoleaveagoodimpressionwitheachcaller: Smilewhenyoutalk.Asmilehelpsyousoundmorerelaxedandpleasant. Speakclearlyintothereceiver.Avoidslang,technicalterms,orhospitalitywordsthatcallersmay notunderstand. Usepropergrammaranddiction.Avoidyep,uhhuh,andok.Instead,useyes, certainly,orabsolutely. Alwaystrytoanswerthephonewithinthreerings.Aphonethatringsmorethanthreetimes givesacallertheimpressionthatyoudontwanttotakethecall. Alwaystellthecalleryourname,thepropertysname,thenameofrestaurants/department (onlyforoutsidecall).Forinsidecalls,tellyourname,andthenameofdepartmentorrestaurant. Givethecallerafriendlygreeting,suchasGoodMorningorgoodEvening,andaskhowyou mayhelphimorher. Givethecalleryourcompleteattention.Pretendheorsheisstandingrightinfrontofyou. Talkonlytothepersononthephone,nottoanyoneelsearoundyou. Ifthecallisforamanager,askthecallerifyoumayputhimorheronhold.Thengetthe managerimmediately,ortakeamessageifnecessary. Ifthecallerislookingforaguest,askacoworkertohelpyoulocatetheguest.Ifyoucantfind theguestwithinoneortwominutes,takeamessage. Forapersonalcallforanemployee,followyourpropertyspolicy. Totakeamessageandyournameasthemessagetakerincasethereareanyquestions.Make surethemessageisdelivered.
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Somesincereadvice: Youwilloftenbeverybusywhenthephonerings.Tomakecallersfeelwelcome,catchyourbreath beforepickingupthephone.Ifyousoundstressedorhurried,thecallerwillalsofeelrushed. Sometimes,totakecareofarequest,youwillneedtoputcallersonhold.Providing,goodguestservice meansalwaysaskingcallersifitisallrighttoputthemonhold.Ifacallergivesyoupermission,takecare oftherequestquickly.Thankthecallerforwaitingwhenyoureturntotheline. AlwaysendeachphonecallwithasincereThankYouforcallingoffertobeofassistanceinthefuture, andletthecallerhangupfirst.Theendofthecallisyourlastchancetoleaveagoodimpressionwitha potentialguest.

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TypesofRestaurant
Arestaurantisacommercialestablishmentcommittedtothesaleoffoodandbeverage.Arestaurant maybealicensedpartofahoteloperation,wherebythesalesoftherestaurantcontributetothesales performanceofthehotelasawhole.Restaurantsmayalsobeindependentbusinessentitiesunder individualownershipandmanagement. Therearedifferenttypesofrestaurants: CoffeeShop AconceptborrowedfromtheUnitedStates,distinguishedbyitsquickservice.Foodispreplatedand theatmosphereinformal.Tablecoverlayoutsarelesselaborateandhavebasicessentialsonly. ContinentalRestaurant Theatmosphereismoresophisticatedandcatersforpeoplewhocaneatatleisure.Theaccentison goodcontinentalfoodandelaborateservice. SpecialtyRestaurant Theentireatmosphereanddcoraregearedtoaparticulartypeoffoodortheme.Thusrestaurants, whichofferChinese,Japanese,Indiancuisine,wouldbetermedspecialityrestaurants.Theserviceis basedmoreorlessonthestyleofthecountryfromwhichtheparticularcuisineoriginates. Fastfoodoutlets Theentireenvironmentischaracterisedbyhighinvestment,highlabourcostsandvastcustomer throughput.Theserviceisgenerallyselfserviceorassistedservice.Themenucommonlyincludesthe snacks,whichcanbemadeveryquickly. Takeawaycounter/Drivein Thesearemainlydevelopedfromfishandchipsconcept.Thesearemainlyfoodcounterswithoutany seatingarrangement.ThesearehighlyinfluencedbyAmericanconceptandtheirfoodtastes RestaurantFurniture,fixturesandtheirdimensions Wemustconsiderfollowingpoints,wheneverchoosingfurnitureorfixturesforRestaurants: Standardofrestaurant Dcorandthemeofrestaurant Durability Standardization Typeofservice Typeofcustomer Easeofmaintenance Chairs: Theseatingarrangementswilldependon: Thesizeandshapeofthefoodservicearea Thedesignoftablesandchairsused Theallowancemadeforclearingtrolleys Thetypeofestablishment

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Thechairsusedareusuallyofthestackingvarietyasthistakesuplessstoragespacewhentheareaneed tobecleared.Thestandardheightofchairfromthegroundis18inches.Thestandardheightfromthe groundtotopofthebackis39inches.Thedepthfromthefrontedgeoftheseattothebackofthechair is18inches. Tables: Tablescomesinthreeacceptedshapes:round/oval,squareandrectangular. Anestablishmentorrestaurantmayhavemixtureofshapestogivevariety,ortablesofalloneshape accordingtotheshapeoftheroomandthestyleofservicebeingoffered. Thestandardheightoftabletopfromgroundis30inches.Besidesthatthetabletopareaofvarious shapesoftableismeasuredbelow: SquareTable: 2feet6inchesx2feet6inches:forseatingtwopeople 3feetx3feet:forseatingfourpeople RoundTable: 3feetdiameter:forseatingfourpeople 5feetdiameter:forseatingeightpeople Rectangulartable: 4feet6inchesx2feet6Inches:forseatingfourpeople Linen: Thisisoneofthemorecostlyoverheadsandthereforeitscontrolisimportant.Theseareusedtocover thetabletopandtohelptheguesttokeepthemselvesandthetableneatandclean.Thetypeoflinen usedwoulddependontheclassofestablishment,typeofguest/customer,costinvolved,andthestyle ofmenuandservicetobeoffered.Themainitemsoflinennormallyfoundare: Tablecloths: 54inchesx54inchestofitatableof2feet6inchessquaretableorroundtableof3feetdiameter. 72inchesx72inchestofitatableof3feetsquare 72inchesx96inchestofitrectangularshapedtables 72inchesx54inchestofitrectangularshapedtables Slipcloths 3feetx3feet,usedtocoveragrubbytablecloth. Serviettes(Napkins) 1820inchessquareiflinen 1417inchessquareifpaper Buffetcloths 6feetx12feet RestaurantTableware,flatware,chinawareandglassware Inarestaurant,weareusingvarioustypesofplates,glasses,spoons,knifesetc.forservingfoodtoguest andforguesttohavethefood.Theselectionoftheseitemsdependsonfollowingfactors: Thetypeofmenuandserviceoffered Themaximumandaverageseatingcapacity Therushhourturnover Thewashingupfacilitiesanditsturnover
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Forlayingacoveronthetable,weneedfollowingitems: Flatware:thesereferordenotesallformsofSpoonandforks. Glassware:theserefertoalltypeofglassesbeingusedinrestaurantforvariouspurposes. Cutlery:thesereferstoknivesandothercuttingimplements. Hollowware:theserefertoanyitemsmadefromSilver,orglassapartfromflatwareandcutleryegg. Teapots,milkjugs,sugarbasins,ovalflatsetc. Chinaware:theserefertoallitemsmadefromChinaclaymaterial. Flatwareandcutleries: Thereisanalmostunlimitedrangeofflatware,cutleryandhollowwareinuseinthecateringindustry today.Theseitemsarenecessarytogivewithknife,fork,spoon,flats,andvegetabledishesandlids, entredishesandlids,souptureens,teapotetc. Someoftheimportantflatwareandcutleriesareasmentionedbelow: Soupspoon:usedforeatingsoup. Fishknife:usedforPoisson(Fish)courses Fishfork:usedforPoisson(fish)courses Jointknife:usedforentre(maincourse)dishes Jointfork:usedforentre(maincourse)dishes Sweetfork:usedfordessertcourses Sweetspoon:usedfordessertcourses Sideplate:usedforcoverlayoutandnormallyusedforservingbreadoranyaccompaniments. Sideknife:keptoverthesideplate,generallyusedforapplyingbutteronbread. Asparagusholder:usedtoholdasparagusspearswheneating. Pastryslice:usedinsweettrolleyforservingportionsofgateau. Oysterfork:usedwithdishesmadeofshellfish/oysterse.g.Shellfishcocktails Pastryfork:usedforafternoonteatimeforhavingsnacksandpastries. Cornonthecobholders:usedforholdingthecob,bypiercingeachendofthecob. Lobsterpick:usedtoextractthefleshfromtheclawoflobster. Butterknife:usedtospreadbutteronthebread. Caviarknife:knifewithashortbroadbladeusedforspreadingthecaviar. Fruitknifeandfork:forservinggrapefruits. Icecreamspoon:usedforallicecreamsservedincoups Sundaespoon:usedforicecreamsweetinatallglass. Snailtongs:usedtoholdsnailshell. Snaildish:thedishisroundwithtwoears,havingsixindentationstoholdaportion(6)ofsnails. Snailfork:usedtoextractthesnailfromitsshell. Cheeseknife:usedforservingcheesefromcheeseboard. Sugartongs:requiredforcubesugar.

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Glassware: Glasswarecontributetotheappearanceofthetableandtheoverallattractionoftheroom.Thereare manystandardpatternsavailabletothecaterer.MostmanufacturersnowsupplyhotelGlasswarein standardsizesforconvenienceofordering,availabilityandquickdelivery.Glassesaremeasuredin termsofcapacitybyfluidounces(oz)centilitre(cl). Thevarioustypesare: Nameofglass Sizecl SizeFloz Winegoblets 14.20,18.93,22.72cl 5,6,8oz German/Alsace 18,23cl 6,8floz Flute 18,23cl 6,8floz Saucerchampagne 18,23cl 6,8floz Cocktailglasses 4,7cl 2,3floz Sherry,port 4.735cl 3out Highball 23,28cl 9,10floz Worthington 28,34cl 10,12floz LagerGlass 28,34cl 10,12floz Brandyballoon 23,28cl 8,10floz Liqueurglass 2.367cl 6out Tumbler 28.40cl 1/2pint Beermug/glass 25,50cl 1/2,1pint Chinawares: Thechinamustblendwiththerestoftheitemsonthetableandalsowiththegeneraldcorofthe establishment. WhileselectingorpurchasingChinaware,followingpointsshouldbeconsidered: Everyitemofearthenwareshouldhaveacompletecoverofglazetoensureareasonablelengthoflife. Chinashouldhavearollededge,whichwillgiveaddedreinforcementattheedge.Thus,ifwelldone, meansthatchippingwillonlyoccurontheunderedge,whichisnotvisibletothecustomer.Onewordof cautionhereisthathygieneismostimportantchippedchinacouldharbourgerms. Thepatternshouldbeunderratherthanontopoftheglaze.Thiswillincreasethelifeofthechinaware. Thereisawiderangeofitemsavailableandtheirexactsizesdifferaccordingtothemanufacturerand thedesignproducedorordered. Asaguide,thecommonsizesareasbelow: Sideplate:15cm(6in)indiameter. Sweetplate:18cm(7in)indiameter. Fishplate:20cm(8in)indiameter. Soupplate:20cm(8in)indiameter. Jointplate:25cm(10in)indiameter. Cereal/sweetplate:13cm(5in)indiameter. Breakfastcup&saucer:2328cl(810floz) Teacupandsaucer:18.93cl(62/3floz) Coffeecupandsaucer(demitasse):9.47cl(3floz) Teapot:28.4cl(1/2pint),56.8cl(1pint),85.2cl(1pint),113.6cl(2pint)

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Otheritemsofchinarequiredinclude: Saladcrescent Hotwaterjug Milkjugs Creamjugs Coffeepots Hotmilkjugs Consommcupandsaucer Sugarbasin Butterdishes Ashtrays Eggcups Soupbowl/cups Platter(ovalplate)

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TheSideBoardorDumbwaiter
TheSideBoardisasortofcupboardwithanumberofdifferenttypesofshelvestostocktheessential cutleriesandcrockerysandtablelinenrequiredduringservicetotheguestintherestaurantordining room. Whataretheadvantagesofsideboard? Waiterscanlaythetablesetupveryfast,asallitemsareavailableintheSideboard. Duringservice,waiterscangetrequiredcutleries,crockeryandserviceequipmentveryeasily. Itprovidesspaceforwaiterstokeepthetray,havingdishesandthewaiterthen,canservetheguest onebyoneveryeasily. Itisuseforstockingofaccompaniments,napkinsetc.requiredduringservicetotheguest. Thestyleanddesignofsideboarddependupon: Thestyleofserviceandthemenuoffered. Thenumberofwaitersorwaitressesworkingfromonesideboard. Thenumberoftablesservedfromonesideboard(1sideboardfor68tablesor2040covers) Theamountofequipmentsitisexpectedtohold. Theessentialpointsforsideboard: Thesideboardshouldbeofminimumsizeandportablesothatitmaybemovedeasilyif necessary. Thetopofsideboardshouldbeofaheatresistantmaterialsothathotdishescanbekeptatit whileservicing. Thesideboardshouldbecleanedandrestockedforeverynextsession. Thenumberofitemsanditsquantities,keptinside,shouldbethesamealways. Thesideboardshouldnotbeoverstocked. Alwayskeepwipedandpolishedcutleriesandcrockerysinside. Thetablelinenshouldbekeptproperlystackedandinorder. Theoutersideshouldbefacingtotheguest,andtheinnerside,withshelvesanddrawersshould facetowall,ifpossible. Sideboardstock: Itemscommonlyrequiredonthesideboardinclude: Breadbaskets Bottleopeners Butterdishes Corkscrews(foropeningwinebottles) Condiments:Worcestershiresauce,Tabascosauce,Tomatosauce,Pickles,chutneys,Chillisauce, etc. Cruetsets:salt,pepper,oil,vinegar,mustardetc. Cutlery:soup,dessert,sundaeandteaspoons,fishknivesandforks,jointknivesandforks,side knives,coffeespoons,etc. Doyleys Fingerbowls Glassware,waterjugs Linen:napkins(serviettes),slipcloths,tablecloth Servicecloths Underplates,teacupsandsaucersetc.

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MenuKnowledge

Originofmenu:
Originallythebilloffare,asitistermedinEnglish,ormenuinFrench,wasnotpresentedatthetable. Thebanquetconsistedofonlytwocourses,eachmadeupofavarietyofdishes,anythingfrom10to40 dishes.Thefirst1040disheswereplacedonthetablebeforethedinersenteredhencetheword entreand,whenconsumed,wereremovedorrelievedby1040otherdisheshencethewordsreleve andremoves. Itissaidthatintheyear1541,DukeHenryofBrunswickwasseentorefertoalongslipofpaper.On beingaskedwhathewaslookingathesaiditwasaformofprogrammeofdishes,andbyreferencetoit hecouldseewhatwascomingandreservehisappetiteaccordingly.Thuswemaypresumethatthe menudevelopedfromsomesuchanevent. Themenuorbilloffarewasverylargeandwasplacedattheendofthetableforeveryonetoread.As timeprogressedthemenubecamesmallerandincreasedinquantityallowinganumberofcopiesper table. Dependingontheestablishmentandtheoccasion,themenumaybeplainorartisticinitspresentation. Whyarestaurantrequiresmenu: Thisactasbridgebetweentheestablishmentandthecustomer. Thisprovideallnecessaryinformationsregardingdishesavailable,theirpricerangeandother rulesandregulations. Thisauthenticatesandgivesguaranteestothecustomerforbillingpurpose. DuetoAccentproblem,theservermaynotpronouncesomedishesnamescorrectlyandmay createconfusion.Butmenulessensthistypeofhumanerror. Theservercannotrecitethedishesavailableattherestaurantseveraltimes.Butthisproblemis solvedbecauseofthemenuasguestcanreferitasnecessary. Wecangroupdifferenttypeofdishesindifferentcategoryinamenucardandhence,making easierforguesttoselecthisfavouritebyreferringthesectionofhis/herchoice. Thereareanumberofconsiderationstobearinmindwhencompilingamenu,namely: Type: Assessthetypeofmealrequired(Indian,Chinese,continentaletc) Assessthetypeofkitchenandstaffavailableinrelationtoequipmentandskills. Assessthetypeoffoodserviceareaanditsnumbercapacityinrelationtothechina,silverand glasswareavailable. Assesstheskillsoffoodserviceareastaffandthenumberofcoursetobeserved. Supplies: Seasonalsuppliesofvegetablesandnonvegetarianitems. Localavailabilityofsupplies. Balance: Lighttoheavy,thenheavytolight Varythesequencesofpreparationofeachcourse. Changetheseasoning,flavouringandpresentation Ensurethatgarnishesareinharmonywiththemaindishes.
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FoodValue: Usecommoditiesandmethodsofcookingwhichwillpreservethenaturalnutritivepropertiesof therawmaterials. Colour: Avoideitherclashesofcolourorrepetitionofsimilarcolour Languages: ThemenushouldbewritteneitherallinEnglishorallinanyregionallanguageandbeeasily understoodbythecustomer.Ensureproperspelling,correctterms,correctsequencewith coursesand,whereappropriate,thecorrectaccents.

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TheFrenchClassicMenu
ThedisheswithsomesortofsimilaritiesaregroupedinagrouptermedasaCourseofmenu.E.g.All dishesmadefromfisharegroupedandtermedasPoissoncourse. Thenumberofcoursesonamenu,anddisheswithineachcoursesdependsonthesizeandtheclassof establishment.Inanestablishmentwherefullfoodpreparationandservicebrigadesareinfulloperation afullmenumaybeoffered. Thefollowingisthelistofcourses,aFrenchclassicmenuusuallyhas: 1.Horsduvre 2.Potage(soup) 3.ufs(eggs) 4.RiceandPasta(farineux) 5.Poisson(fish) 6.Entre 7.Sorbet 8.Relve 9.Roast(rti) 10.Lgumes(vegetables) 11.Salades 12.ColdBuffet 13.Sweet(entremets) 14.Savoury 15.Cheese(formage) 16.Freshfruits(desserts) 17.Beverages Horsduvre: Horsdoeuvreisofaspicynatureinordertostimulatetheappetite.Thetermisacceptedasmeaninga varietyofpickledorwellseasonedfoodstuffs.Themainpurposeofhavingthisistostimulatethe appetitefornextcourses.Eventhedishes,servedbeforesoupsarealsotermedasHorsduvres. Horsduvresareeitherservedfromarotatingtrolleyoratray,asmallamountofeachvarietybeing placedonthetraytomakeupaportion. Theexamplesare: Anchovies Beetroot Bismarckherring Potatosalad Fishmayonnaise Eggmayonnaise Russiansalad Someotherexamples,knownashorsdoeuvresubstitute: Caviartheroeofsturgeonfish Shellfishcocktailprawnsorshrimpsonabedofshreddedlettuceandcoatedwithtomato flavouredmayonnaise. Melonfrappechilledmelon Saumonfumesmokedsalmon
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Patemaisongooseorchickenliver,cooked,sievedandwellseasoned Huitreoysters Escargotssnails

Potage(soup) Soupmayalsoactasanappetizerforthecoursestocome.Generally,inamenutwosoupsareusually provided,onebeingclearsoup(consomm)andtheotherathicksoup(crme,veloute,puree).Special formsofsoupmayalsobeserved,bisque,borsch,petitemarmitesetc.Althoughthereisachoiceof clearorthick,asonlyonewillbeserved.Theclearsoupisalwaysplacedfirstonthemenu. Theexamplesare: Consommjulienneclearsoupgarnishedwithstripsofrootvegetables. ConsommClestineclearsoupgarnishedwithstripsofSavourypancakes. Bisquedhomardthicklobsterflavouredsoup. CrmedetomatoCreamoftomatosoup. Eggdishes(oeufs): OmeletteespagnoleflatOmelettewithonions,peppersandtomato OmelettefinesherbesSavouryOmelette ufsencocottealacrmeeggcookedinitsowndishinaBainMarieandgarnishedwith cream. OeufpocheFlorentinepoachedeggonabedofspinach,coatedwithacheesesauceand gratinated. Oeufbrouilleaulardscrambledeggwithbacon. OeufsurleplatBercyeggcookedinitsowndishonthetopofthestovethenfinishedinthe oven,garnishedwithachipolatasausageandathreadoftomatosauce. Pastaandricedishes(farinaceous/farineaux) Examplesoffarinaceousdishesare: Spaghettinapolitainespaghettiinatomatoandgarlicflavouredsauce. Spaghettibolognaisespaghettiblendedwithmincedleanbeefinarichbrownsauce. Raviolinoodletypepastafilledwithavarietyofstuffings,suchaschicken,beefandspinach. Gnocchiromainesemolinabase Cannellonirollsofraviolipastefilledwithstuffingsasforravioli. Fish(Poisson): Themethodofcookingandtypeoffishusedmayvary.Fewmethodsareasfollow: Poached:salmon,turbot,troutetc. Meuniere:sole,trout,salmon(withcorrectgarnish) Fried:whitebait,sole Fishissoftandtenderflesh,whichiseasilydigested,andhelpstopreparetheappetitefortheheavier coursetocome.Someexamplesare: Solemeunieresoleshallowfriedinbutter SoleColbertsoleflour,eggandbreadcrumbed(pane)anddeepfried;thefilletsarerolledback ofthebackboneinpreparations. Solecubatfilletofsolepoached,dressedonamushroompureeandcoatedwithacheese sauce. Filletdepliefrite:filletofplaicedeepfriedandaccompaniedbyamayonnaisebasedsauce flavouredwithcapers,gherkinsandparsley. Tronondeturbotpoche,saucehollandaisecutletofturbotpoachedwithaneggandbutter basedsauce.
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Blanchaillesdiableswhitebaitwellseasonedwithcayennepepperanddeepfried. Entre: Entrearegenerallysmall,wellgarnisheddishes,whichcomesfromthekitchenreadyforservice.They arealwaysaccompaniedbyaveryrichgravyorsauce.Whenarelevefollowstheentrethenpotatoes andvegetablesarenotservedwiththelatter;if,however,arelevedoesnotfollowtheentrethen potatoesandvegetableswouldbeservedwiththeentre. AnentreisthefirstmeatcourseontheFrenchclassicmenu.Examplesofentreare: Pouletsautchasseursautchickeninarichbrownsauceflavouredwithtomatoand mushroom. Supremedevolaillealakingbreastandwingofchickencookedunderacoverinoven. EmincedevolaillealakingmincedchickenwithSavouryrice. Foiedeveauaulardcalvesliverwithbacon. SteakDianeminutesteakshallowfriedandflavouredwithonionandmushroom;saucefinished withredwineorcream. Rognonssautturbigokidneysshallowfriedandblendedinarichbrownsaucegarnishedwith chipolatasausages. Fillet/rumpsteakgrillefillet/rumpsteakgrilledandgarnishedwithtomato,mushroom, watercressandstrawpotato. Chautebrianddoublefilletsteakgrilled Chopdeporcgrilleporkchopgrilled Porterhousesteakpartsirloinandpartfilletsteakgrilled. Entrecotebordelaisesirloinsteakwitharedwinesauce. Sorbets: BecauseofthelengthoftheFrenchclassicmenu,thiscourseisconsideredtobetherestbetween courses,wherethedinnersmayobtainsecondwind.Thesorbet,therefore,mustbeabletocounteract therichnessofdishesalreadyservedandstimulatetheappetiteforthosetocome.Thesorbetisa watericeplusItalianmeringue,flavouredwithchampagne,whichshouldthenbeservedinaglassonan underplatewithteaspoon. Generally,inagaladinnerorstatedinner,mealcigarettesorRussiancigarsandsometimesthefirst speecharegiven. Relve: Relevesarenormallylargerthanentreesandtaketheformofbutchersjoints,whichhavetobe carved.Thesejointsareeitherpoleorroasted.Asauceorroastgravyandpotatoesandgreen vegetablesarealwaysservedwiththiscourse. Themaindishmayconsistofanyofthefollowingitems:saddleofmutton,baronofbeef,bonedsirloin, braisedham.Examplesare: Contrefiletdeboeufrotialanglaise:bonedandroastedsirloinofbeef. Cuissotdeporcroti,pureedepommes:roastlegofporkwithapplesauce. Carredagneauroti:roastbestendoflamb Roast(rotis): Roastalwaysconsistsofroastgameorpoultry,chicken,turkey,duck,pheasant,quail.Eachdishis accompaniedbyitsownparticularsauceandgravy,withagreensaladservedseparatelyonacrescent shapeddish.Thelatterisplacedatthetoplefthandcornerofthecover.
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Vegetables(legumes): Atthisstageofthemealthebalanceofthecoursesisgraduallyreturningfromheavytolight.Wenow haveavegetabledishservedonlywithitsaccompanyingsauce.Suchvegetablesareasparagus, artichokesandcornonthecob,withhollandaisesauceorbeurrefondueofferedseparately. Inaclassicfunctiontheselegumesmaybeservedontheirownasaseparatevegetablecourse. Examplesare: Pureedepommescreamedpotatoes Pommespersilleboiledpotatoes,coatedwithmeltedbutterandsprinkledwithchopped parsley. Pommesaufourbakedjacketpotato Petitspoisaubeurrepeastossedinbutter. Epinardsenbranchesleafspinach Champignonsgrillegrilledmushrooms Choufleurmornaycauliflowerwithcheesesauce Celeriesbraisesbraisedcelery Aspergesenbranche,saucehollandaiseasparagusaccompaniedbyaneggandbutterbased sauce. HaricotsvertsaubeurreFrenchbeanstossedinbutter. Salad(salades): Exampleofsaladsis: Saladefrancaise:lettuce,tomato,eggandvinaigrettedressing. Saladevert:lettuce,watercress,cucumberandgreenpepper. Coldbuffet(buffetfroid): Pouletroti:roastchicken Canetonroti:roastduck Cotedeboeufroti:roastsideofbeef(ribs) Jambonfroid:coldham Mayonnaisedhomard:lobstermayonnaise Galantinedevolatile:coldchickencoatedwithachickenflavouredsauceanddecorated,then coatedinaspic. Sweet(entremets): Thesweetmaybehotorcold. Crepesuzette:pancakesinarichfreshorangejuiceandgrandMarnierflavouredsauceand flamedwithbrandy. Glaces:vanille,fraise,chocolatevanilla,strawberryandchocolateicecreams. Ananasflambaukirsch:pineappleflamedwithacherryflavouredliqueur. Varietyofcoldsweetspresentedfromthecoldplatter,trolley,suchasgateaux,oricecream sweets. Savouries(savoureux): SavouriesmaytaketheformofSavouryitemsservedhotortoastorasaSavourysouffl. Theexamplesare: Welshrarebit:cheesesauceflavouredwithaleontoastandgratinated. CanapDiane:chickenliversrolledinbaconandgrilled,placedonwarmtoast
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CanapIvanhoe:creamedhaddockontoastgarnishedwithpicklewalnuts. Champignonssurcroute:mushroomsontoast.

Cheese(fromage): Alltypesofcheesemaybeofferedtogetherwiththeappropriateaccompaniments.Theidealcheese boardshouldcombinehard,semihard,softorcream,blueandfreshcheese. Examples: Cheese Type Placeoforigin Cheddar hard England RedLeicester hard England Brie soft France Caerphilly semihard Wales Gorgonzola blue Italy Demisel soft France Gruyere hard Switzerland Gouda hard Holland Ricotta fresh Italy Desserts: Allformsoffruitandnutsmaybeservedaccompaniedbycastorsugarandsalt. Beverages: Alltypeofcoffeesandteasareservedinthiscourse.Andthisistheendofthemeal. Afterthis,mengenerallyproceedtosmokeroomandladiesproceedtorecreationroom(inaclassic dinnergathering).

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Differentclassesofmenu
Thereareonlytwobasicclassesofmenu,namely: Tabledhote Alacarte

Tabledhote:
Thefollowingpointscoverthedefinitionoftabledhotemenu: Themenuhasafixednumberofcourses. Thereisalimitedchoicewithineachcourse. Thesellingpriceofthemenuisfixed. Thedishesprovidedwithallbereadyatasettime. ThistypeofmenumaybeofferedbyitselforinconjunctionwithanalacarteorCartedejour menu. Theadvantagesofthismenu: Thesearesimpleandveryeasytochoose,aschoicesarelimited. Thepricesaresetandhence,guestcanchooseaccordingly. Thisiseasiertocontrolandoperate. Thisisgivinglesswastageoffood. Thedisadvantagesare: Thechoicesarelimitedandhence,maynotsatisfytoalltypeofclientele. Onehastopaysetpriceforthemenu,irrespectiveoftheirconsumptionofalldishesavailable. Theseareusefulfor: Therestaurant,servingbusinesslunchforbusinesspeople,wholikewelldesignedand combinationsofvariousdishes,asitwillsavetime. Statebanquets,andweddingceremonies. ExampleofaTabledhotemenu:

Luncheonmenu
Monday,21staugust2005 *** Lentilandhamsoup Chickenliverparfaitwithwarmbrioche Quenellesofsmokedsalmonmoussewithaspringoniondressing Scottishsmokedsalmoncarvedatthetable *** Breastofchickenwithforestmushrooms FilletofBrillwithamustardanddillsauce Millefeuilleofvegetablesflavouredwithbasil Complementedwithfreshseasonalvegetables **** Freshfigsservedwithvanillaicecreamandredfruitcoulis Icedcoconutparfaitwithalightchocolatesauce Chocolatebavaroiswithvanillasauce **** FilterordecaffeinatedcoffeeservedwithPetitesfours
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AlaCartemenu
ThetermAlaCartemaybetranslatedasfromthecard.Thefollowingpointsmaydefinethistypeof menu: Itgivesafulllistofallthedishesthatmaybepreparedbytheestablishment. Eachdishisapricedseparately. Acertainwaitingtimehastobeallowedformanyofthedishes. Theadvantagesofthismenu: Theguestwillbesatisfiedastheycanchoosetheirownappetitewithoutanylimitation. Astheportionsarenotpredefined,theguestcanchoosehis/hersize. Thistypeofmenuisgenerallyhavingvarieties,dishesfromtwoormorecuisineorregionand henceguestcancustomizetheircombinations. Thedishescanbechangedaccordingtotheseasonorcurrenttrend. Thedisadvantagesare: Asallguestsarenotexpertinmenucombinationandselectionandhencecannotchoose appropriatecombinationofdishes. Thewastagecanbemore,astheavailabilityofitemsneedtobemaintainedmore. Thisisusefulfor: Themulticuisinerestaurant,servingmorethanonecuisineorregionaldishes. Thecoffeeshopstyledrestaurant. FastFoodoutletsorTakeawaycounters. ApproximatewaitingtimesfordishesonAlaCartemenu: Specialhorsdoeuvre:10minutes Soup:5minutes Egg:10minutes Fish(grilledorfried):10minutes Grilledsalmon:20minutes Lobstermornay/thermidor:10minutes Liver:15minutes Rump/filletsteaks:accordingtoorder Chateaubriand:15minutes Roastchicken:25minutes Chickenencocotte:40minutes Lambcutlets:10minutes Omelette:10minutes Souffls:30minutes Thesecanvaryfromestablishmenttoestablishment,subjecttoavailableequipments,numberof covers,cookingandpreparationstyleetc.thebestwayistodiscussandcollectthedatafromyourFood &Beveragemanagerandexecutivechef.

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VariousTypeofCover(TableSetUps)
Oneofthetechnicaltermsveryoftenusedintherestaurantis"cover".ThisisderivedfromtheFrench termCouvert Thereare2definitionsaccordingtothecontext: 1) Whendiscussinghowmanyguestsarestaurantordiningroomwillseatorhowmanyguestswill beattendingacertaincocktailparty,werefertothetotalnumberofguestsconcernedasso many"covers". 2) Whenlayingatableinreadinessforservicethereareavarietyofplacesettings,whichhaveto belaidaccordingtothetypeofmealandservicebeingoffered.Thisplacesettingisatypeof coverbeinglaid. DEFINITION:Onecoverdenotesallthenecessarycutlery,flatware,crockery,glasswareandlinen necessarytolayacertaintypeofplacesettingforaspecificmeal,forasingleperson.

Alacartecover
Thiscoverfollowstheprinciplethatthecutleryandflatwareforeachcourse/dishwillbelaidjustbefore eachcourse/dishisserved.Thetraditionalcovergivenbelowrepresentsthecoverforhorsd'oeuvres (starters)whichisthefirstcourse/dishinaFrenchclassicmenusequence. Fishplate Serviette Fishknife Fishfork Sideplate Sideknife Wineglass Whenanalacartecoverisbeinglaid,thecutleryandflatwarerequiredbytheguestforthedishes orderedwillbeplacedcoursebycourse.Inotherwordsthereshouldnotbeatanytimeduringthe meal,morecutleryandflatwareonthetablethanisrequiredbytheguestatthatspecifictime.

Tabledhtecover
Thiscoverfollowstheprinciplethatthecutleryandflatwarefortheentiremealwillbelaidbeforethe firstcourse/dishwillserved.Thetraditionalcoverisgivenbelow: Serviette Soupspoon Fishknife Fishfork Meatknife Meatfork Dessertspoon Dessertfork Sideplate Sideknife Wineglass WhenaTabledhtecoverhasbeenlaid,thewaitershouldremove,aftertheorderhasbeentaken,any unnecessarycutleryandflatwareandanyotherextraitemsthatmayberequired.
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LayingtheTable:

Oncethetableisclothedupitshouldbelaidinreadinessforservice. Ifanalacartecoverisbeinglaid,thenthefirstitemsetonthetableshouldbethefishplatein thecentreofeachcover. IfaTabledhtecoverisbeinglaidthenthefirstitemtobesetonthetableshouldbeserviette orsideplateinthecentreofeachcover. Ifthesideplatewerelaidinthecentreofeachcoveritwouldbemovedtothelefthandsideof thecoveronceallthecutleryandflatwarehadbeenlaid.Thepurposeofinitiallyplacing somethinginthecentreofthecoveristoensurethatthecoversareexactlyoppositeone anotherandthatthecutleryandflatwareofeachcoverarethesamedistanceapart. Cutleryandflatwareofeachshouldbelaidfromaservicesalverorserviceplate.Analternative tothisistouseaserviceclothandholdtheitemsbeinglaidintheservicecloth,givingafinal polishbeforesettingtheitemsonthetable. WhenlayingaTabledhtecover,thecutleryandflatwareshouldbelaidfrominsidetooutside ofthecover.Thisensuresevenspacingofthecoverandnormallylessensthechancesofhaving tohandletheitemslaidmorethanisnecessary. Thewaitermustensurethatallcutleryandflatwareislaid1.25cm(1/2in)fromtheedgeofthe tableandthatbadgedcrockeryhasthebadgeorcrestattheheadortopofthecover. Theglassafterpolishingshouldbeplacedupsidedownatthetoprighthandcornerofthecover. Once,thecovershavebeenlaidthetableaccompanimentsshouldbeplacedonthetable accordingtothecustomofthehouse. Whereanalacartecoverhasbeenlaid,thecutleryandflatwarerequiredbytheguestforthe dishess/hehaschosenwillbelaidcoursebycourse.Inotherwordsthereshouldnot,atanytime duringthemeal,bemorecutleryandtheguestrequiresflatwareonthetablethanatthespecific time. Ifdecorativecoverplatesareusedforanalacartecoveritiscommonforthefirstcourseplates tobeplacedonthisplate.Thefirstcourseandthecoverplatearethenremovedwhenthefirst courseiscleared. Whereatabledhtecoverhasbeenlaidthewaitershouldremove,aftertheorderhasbeen taken,anyunnecessarycutleryandflatwareandrelayanyextraitemsthatmayberequired.This meansthatbeforethecustomercommencesthemealhe/sheshouldhaveallthecutleryand flatwarerequiredforthedisheschosen,setoutashis/herplacesettingorcover. Aftertheabovecovershavebeenlaid,thetablelayoutshouldbecompletedbytheadditionof thefollowingitems: Cruetset Budvase Allapplicablecutleryandflatwareshouldbelaid1.25cmfromtheedgeofthetable.Water gobletsafterpolishingshouldbeplacedatthetoprighthandofthecover.

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FoodandBeverageServiceSequences
1. 2. Fromwhicheversideofguestthewaiterisworking,heshouldputthatlegforwardandwork withthatarm.Usuallythefeetshouldbeatrightanglestoeachother. Thefoodshouldreachtheguestwhenitisatitsbest,thatistheeventheplatesarekepthotor glassesarechilled.Theprepreparationlikebringingthecondimentslikejammarmalade, sauces ortheaccompanimentslikebread,buttertothetable,ormovingthebudvasetomakespacefor someplatesetc.,shouldbedonebeforethefoodispickedupfromkitchen.Thefoodshould neverbeallowedtocoolatthesideboardwhilethewaiterismakingallthesearrangements. Asfaraspossible,allthefoodshouldbeservedfromtheleftoftheguestexceptthepreplated one,andclearedfromtheright.Allbeveragesshouldbeservedandclearedfromtheright.But theconvenienceoftheguestisthemostimportantandthewaitershouldbeflexible. Whileacourseisbeingeaten,prepareforthenextone.

3.

4.

5.

TableSetting:
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. Thetableshouldnotshake. Mutton(thickcloth)shouldnotbeseenbelowthetablecloth. Tableclothshouldbeclean,crispandrightsideup.Itshouldfallequallyonoppositesides. Flowerarrangement,ifany,shouldnotbetallandhighlyscented. Fouritems,sideplate,glass,napkin&cruetsetarealwaysthere. Allcutleryrequiredforthefirstcoursewillbeoutsidei.e.,farthestfromthecentreofthecount. Allknivesareonrighthandside,exceptoneonthesideplate.Cuttingedgewillbeontheleft. Allforksareonleftexceptoneontopwiththedessertspoon. Allspoonsareonrightexceptoneonthetopwithdessertfork. Waterglassatthetipoftheknife.Otherglasses&coffeecupontherightside. Napkincanbeonsideplate,orinthecentreofcoverorinthewaterglass. Thecutleryshouldformasquare,withtheedgeoftableasonesideanditmustbeoppositethe chair. Swift,silent,sleek,smooth,sincere,smilingserviceistobegiven. Theplatesaresoplacedonthetablethatthemaindishisnearesttheguestand accompanimentsonthesides.Itissometimereferredtoas10,2and6oclockarrangement.

Miseenplace:
Forsmoothservicekeepthesealwaysready: 1. Tableclothsarelaid. 2. Silverislaidonthetable. 3. Glasswarewellpolishedandready. 4. Plateskepthot. 5. Softmusicistobeplayed. 6. Linensupplyenoughforemergencychange. 7. Coldwaterjugwithunderliner&withnapkinsready. 8. Necksofsaucebottlesclean. 9. Saltwithoutlumps. 10. Alljams,marmalade,picklesfreshlylaidout. 11. Sugarbowlsfilledupandsweetenersalsoready. 12. Drinkingstrawinstrawholder. 13. Breadboatorbreadbasketstockedwithovenfreshvarietyreadytobeoffered. 14. Enoughserviceforks&spoonsavailable.
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15. 16. 17. 18. 19. 20. 21. 22. 23. 24.

Extratablecutleryready. Toothpicksready. Sparetrays,salversreadyforuse. Keepunderlinerordoiliesready. Keepthefingerbowlswithlemonwedges. Anyspecialequipmentlikecruetsets,corkscrew,marrowspoons,cheeseknife,lobsterpickand nutcrackersready. Winebottleopeningscrewsalwaysready. IcecubeandIcebucketwithtongs,orspoonshouldbealwaysready. Candleswithcandlestandandmatchboxshouldbekeptready. Tablereservationsarechecked.

Carryingandloadingtrays:
Whentraysareloaded,remembertoplacetheheavyiteminthecentresoastobalanceitproperly. Whilecarryingtrays,holditonfingersaboveshoulderlevelorifholdingwithbothhands,holdaway frombodyatelbowlevel.Theyarebalancedbetterwhatway.Thereisatendencyonthepartof thewaitertopileupitemsofallsizeandshapeontopofeachotherwhileclearingthetableofsoiled dishes.Thispracticeleadstoaccidents,isnoisyandcutsdownthespeedofmovement.Instead,sortthe silverwareitems,collectallfooddebrisinoneplaceandthenpileeachtypeofdishseparately.There willbenobreakage.

Conversingwithaguest
Whileaddressingtheguest,rememberthefollowingpoints: 1. Alwayssmile.Itrelaxesyouandyourlistener.Youdoiteasily.Theguestwilllikeit. 2. Donotlookwithanexpressionlessface,attheguest. 3. Speaksufficientlyloudfortheotherpersontohear. 4. Speakatslowspeed. 5. Speakclearly.Theguestisnotusedtoyourlanguageandyouraccentonyourpronunciation, thereforeslowspeedwillhelphimtounderstand. 6. Lookatthepersonwithwhomyouaretalkingorwhoistalkingtoyou. 7. Listeningwithallattentionisveryimportant. 8. Ifyoudonotrespond,thatis,ifyoudonotlookatthepersonoryoucontinuetodosomething elsewhenheisspeakingoryoutalkinbetweenandinterrupthim,itisveryinsultingtothe guest,therefore 9. neverdothat. 10. Speakinacompletesentence.Neverthrowjustawordhereorthere. 11. Fordoingyourworksmoothlyandefficiently,youshouldfirstunderstandproperlyand instructionsgiventoyou.Thanonly,youwillbeabletodotheworkcorrectly.Thereforelisten withallattention. 12. Useguestsnamesifknow,otherwisesaySir/Madam. 13. Alwaystrytounderstandinstructionsclearly.Ifyoudonotfollow,say,Ibegyourpardon. Thereisnoharminaskingagain.Itisalwaysbettertoquestionratherthandoanywrongthing, becauseyouhavenotunderstoodcorrectly. 14. Alwaysbealertandattentiveforevenasinglewordcomingfromtheguestoranyofhisgestures (signs). 15. Neveruseanyshortformsorunconnectedpronouns(gothereandbringthat)becausesuch meaningsarenotclear.Thereshouldnotbedifferentmeanings.Avoidslang. 16. Yourspeechshouldshowyouasacapableandconfidentperson. 17. Whenyoudoajob,doitwellatthefirsttime.Sameisapplicabletospeechalso. 18. Practiceloudreadingdaily.
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Restaurantdosanddonts:
Neverrunnorwalkveryslowly. Neverseataguestatdirtyorunclearedtable. Nevergathertogetherinagroupintherestaurant,standatyourownstation. Neverlettheglassesbeempty. Neverpickupaplatewithoutfirstaskingpermission. NeverserveaveryhotdishwithoutfirstwarningtheguestatleastsayExcuseme. Neverbendsomuchthatyoubreathonthefood. Neverdelayanyorderforthechildren,servethemfirstatthetable. Neverallowthehotfoodtocooldownonthesideboardwhileyouadjustthetable.Steaming foodmustbeserved. 10. Nevermakeanoisewithyourshoes. 11. Neverlistentogueststalks,evenwhenyoucanthelphearingit,pretendyouhavenotheard. 12. Neverlaughatguestsjokes.Eveniftheyareaddressedtoyou.Atthemostsmile.Butyourlips shouldnotopenapart. 13. Nevervanishinsidethekitchenforalongtime. 14. Nevergoinsidethebarandpouradrink. 15. Neverkeepadishontableifafterordering,theguesthasgoneoutfortelephoneortoiletor meetavisitor. 16. Neverkeepanhalfeatenplateopeniftheguesthasgoneoutinthemiddleofmeal.Coverit withanotherplateorafoodcover. 17. Nevertalkloudly&acrosstheroom.Dontevengreetfromadistance. 18. Neveracceptanorderifyouarenotsurewhethertheitemisavailableornot.Also,nevergivea bluntNO,insteadsayyouwillcheckwithyoursupervisor.Neverfailtoaskguestspreferences. 19. Neverkeepasignedcheckwithyou,senditimmediatelytocashier. 20. Nevertouchaguestorevenhischair. 21. Neverbringmorebreadrolls/butterthantheportionsordered. 22. Neverexpectthegueststocleartheplaceforyoutokeeptheplatesonthetable. 23. Neverexpecttheguesttoaskforservice,offeritbyanticipatinginadvance.Dontbeindifferent tothem. 24. Neverputunusedfoodinthesoileddishwhileclearing. 25. Neverstareatthewalls,floororceiling.Lookonlytothetablesandguests. 26. Nevercarryanycutleryinopenhands,carryitinanapkinoronaplateorsalver. 27. Nevertouchtherimofglasses. 28. Nevertouchthebowlsofspoonortinsofforks. 29. Neverarguewithguests,notevenwithotherservicestaff.Yourjobistolistencarefullyandnot todefend. 30. Neverhurryaguesttogetthetableclearedearly. 31. Neverusetheserviceclothasahandkerchief.Dontputitintrouserpocket. 32. Neverfailtoinformyourcolleague,ifyouarerequiredtoleaveyourstationwhiletheguestis beingserved. 33. NeverfailtoasktheguestHowisthefood. 34. NeverfailtotreatalltheguestsasequallyandrespectfullyasVIPs. 35. NeverletanunsatisfiedguesttoleavetheRestaurant. 36. Neverfailtoapologiseeveniftheguestshowsslightestsignofdissatisfaction. 37. Neverfailtotakesomeimmediateactionupontheguestscomplaint. 38. Neverfailtoreporteverycomplaintseriousorotherwisetoyoursupervisor. 39. Neverreporttoworkinunkempt,unprofessionalappearance. 40. Neverbeunpreparedforservicingtheguest. 41. Neveraskanyfavoursfromtheguest. 42. Neverpickupfoodwithoutcheckingproperaccompaniments&garnishes.
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1. 2. 3. 4. 5. 6. 7. 8. 9.

Serving Food and Beverages

43. Neverloadtrayscarelesslyortooheavily. 44. Neverfailtolighttheguestscigarettes.(ifpermitted!!) 45. NeverfailtothankaguestandsayHaveaniceday. 46. Neverreporttodutywithoutshaving&abath. 47. Neverhandleaplatewithyourthumbinit. 48. Neverholdtryorplatesnearyourbody. 49. Neverbringsoiledplatesinfrontofguests. 50. Neverputaspoonorstrawintheguestsglassorcup.Itistheguestsprivilege. 51. Nevertouchthebottletotheglasswhilepouring. 52. Nevercountthetipsinfrontofguests. 53. Nevermovearoundfortips. 54. Neverbeconfusedorunhelpful. 55. Nevercrosspeoplewhoarespeaking,stop,say,ExcusemeandcrossandsayThankYou. 56. Neverkeeptraysetc.,onstaircasesoratblindspotsaroundthecorners. 57. Neverusethewrongtoolforthejob,likeabottleopenertoopenabottleandnottableedgeor knivesorteeth. 58. Neveruseawetnapkintoholdhotdishes. 59. Nevergotoocloseatthebackofanotherpersonwithaloadedplateortray.Hemaysuddenly moveinthewrongdirection.

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Guidingtheguestthroughthemealexperience
Greetandseattheguest
Step1:Approachguestswhoarewaitingtobeseatedorjustarrivedinsidetherestaurant. Smileandgiveawarmgreeting,suchasGoodMorning Bepositivewhengreetingguests.Yourmannerwillaffectguestsatisfaction. Step2:Askguestifyouareholdingareservationforthem. Ifguesthasareservation,thenaskthenameoftheguestandcheckinthereservationbook. Referthedetailsandseathimatthereservedtable. Ifguestsdonothaveareservation,askthemifanyoneelsewillbejoiningthem.Thencheck availableseatingtoseeifyoucanaccommodatethem. Step3:Accommodateanyspecialguestneeds AskguestswithvisualimpairmentsiftheywouldlikeBraillemenus,ifavailable. Askguestswithdisabilitiesiftheyhavespecialseatingneeds. Askguestswithsmallchildreniftheywouldlikeahighchairoraboosterseat. Asktheresponsiblepersontorearrangethetableasperneedoftheguestandtosetupspecial equipmentsifrequired. Ifnecessary,askguesttowaitwhileyoumeettheirneeds Step4:Takegueststotheirtable. Pickupenoughmenusforeachguest,plusawineoralcoholicbeveragelist. Askthepartytofollowyou,andleadtothetableatareasonablepace. Holdthemenushighonyourarm,notdownbyyourside. Standupstraightandgiveyourfullattentiontothepartyyouareseating.Donotstopalongthe waytotalktocoworkers,unlessitrelatestoseatingthepartyyouareleading. Moveserviceequipmenttoonesidetoclearapathfortheguests.Makesurethepartyis following. Asyouwalk,describerestauranthighlights,suchasBuffet,orhousespecialetc. Step5:Helptheguestswithseating Helpchildrengetintoboosterseats.Pullhighchairsawayfromtablessothatguestscanplace smallchildrenintothem. Helpguestswithdisabilitiesasappropriate.Ifyourenotsurehowtohelp,askguestswhatyou candoforthem. Pulloutachairforaguestandadjustthechairastheguestsits.Helpotherswithseatingas appropriate. Step6:Presentthemenus: Giveclosedmenu,rightsideup,toeachguestinthefollowingorder:children,women,andmen. Presentthemenufromtheguestsrightside,usingyourighthand. Handthewinemenuoralcoholicmenutothehostofthepartyifthereisone.Ifnot,placethe winelistonthetable. Introduceyourselfandtellguestswhotheirserverwillbe. Servewateranditemssuchascrackers,breadsticksorothersnacks(asperhousepolicy) Step7:removetheextrasettingsi.e.extrachairs,glasses,sideplatesetc.
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Step8:servewatertotheguest Findoutiftheguestwantsplainwaterormineralwaterchilledornotchilled. Ifthewaterischilled,careshouldbetakentowipeoutthefrostfromoutsidethejug/bottle. Ifthereisiceinthejug,becarefulwhilepouring.Seethattheicedoesnotfallintotheglassand splashthewater. Waterglassshouldnotberemovedfromthetable,ifitisverydifficulttoreachtheglass,then youmayslideittothesideofthetablebutdonotliftitinyourhandlikeabeerglass. Thewaterglassshouldbefilleduptoabout3/4thinchfromthetop.Thejugshouldnotbefilled totherimbut2inchbelow. Thewaitershouldbealwaysattentiveandseethatthewaterglassisalwaysfilledup. Thewaterglassisthelastthingtoberemovedfromthetable.Aslongasthegueststaysatthe table,theglassshouldbetherewithwater. Allbeveragesshouldbepouredwiththesproutpointingawayfromtheguesttoprevent accidentalsplashontheguest.

Sequence2:Takeandservebeverageorders
Step1:offerbeverages: Alwaysknowhowmuchalcoholyouguestsaredrinking. Dontsuggestalcoholifyourguestsareintoxicatedorclosetobecomingintoxicated. Atlunchanddinner,suggestthatguestsstarttheirmealwithacocktailandanappetizer. Takethewineorderafterthefoodorder,unlessguestschooseotherwise. Duringthebreakfastperiod,offercoffeeandorangejuiceimmediatelyafterseatingtheguest. Knowthedrinkavailableandthecustomarywayofserving. Step2:Followanordertakingsystem: Takeordersfromwomenfirstandthenfrommen. Writeordersontheorderpadorguestcheckaccordingtohowtheguestsareseated.Followa clockwisedirection. Listencarefullytoeachguestsorder.Repeattheorder. Notespecialrequestsontheorderpadorguestcheck Findouttheguestspreferenceforservicesuchasontherocksorstraightup. Suggestthemostpopularbrandswhenaguestdoesnotspecifythebrand. Suggestaspecialtydrinkifaguestisnotsurewhattoorder. Whenofferingcocktails,askguestswhodontwantacocktailiftheywouldlikeaglassofwineor nonalcoholicdrink. Alwayssuggestspecificalcoholicandnonalcoholicdrinks,suchasaBeefeaterginandtonic, Sparklingwateretc. Step3:Setupglassesfordrinkorders Knowwhichdrinksgoinwhichglasses. Ifyoufollowacallingsequencewhenorderingdrinks,setuptheglassesintheorderyouwillcall thedrinks. Youmayneedtofillglasseswithicefordrinksthatrequireit. Alwaysuseascoopwhenputtingiceinglasses. Step4:placedrinkorders Ifyouneedtocallorders,sayinaclearvoice,orderingandthentellthebartenderyourdrink orders,includinganyspecialinstructions. Calldrinkordersforalltablesatthesametime. Makesureyouvewritteneachorderclearlyandcorrectlyonaguestcheckororderpad.
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Placewrittenordersintheproperlocationsothebartendercanrefertothem. Step5:Garnishdrinks Selectgarnishesaccordingtothedrinkrecipeortheguestspreference. Makesureeachgarnishisfreshandattractive. Topreventsplatters,placegarnishesafterdrinkshavebeenpoured. Step6:Setupbeveragenapkins,stirrers,andstraws Putonebeveragenapkinsonyourtrayforeachdrink. Makesurenapkinsarecleanandfreefromtears,fold,andwrinkles. Putstirrersorstrawsindrinksifneeded. Step7:Checkyourbeverageorder Isitthecorrectbeverage? Isitinthecorrectglass? Isthegarnishcorrect? Havespecialinstructionsbeenfollowed? Hasanythingspilledovertheside? Shouldithaveachaser? Step8:Placedrinkonthebeveragetray Linethetraywithlinennapkintoimprovethelookofthetrayandtoabsorbspillsandmoisture. Keepanextrapenandanextranapkinonthetray. Centreglassessothetraywillbewellbalanced.Ifpossible,putheavyortallglassesinthecentre ofthetray. Keepingmindtheorderinwhichyouwillservedrinkssoyourtraywillbebalanceduntilthelast drinkisremoved. Step9:Servebeveragestoguests Alwaysservewomenfirst,andthehostofthegrouplast. Innohostsituation,simplyservewomenfirstandmenlast. Placethebeveragenapkinfirst,inthecentreofthebaseplateorinthecentreoftheplatespace, withthelogofacingtheguest. Avoidreachingacrossguests.Movearoundthetableandserveeachguestfromhisorherright sidewithyourrighthand. Handleglassesawayrimtheirrimorlip:handlestemmedglassesbythestemorbase. Placethedrinkglassonthecentreofthebeveragenapkin. Followyourorderpadorguestchecktoservethecorrectdrinktoeachguest. Asyouserveeachdrink,repeatthenameofthedrinkandanyspecialrequeststobesurethatit iscorrect.Donotaskwhoorderedthedrink. Step10:Suggestanotherdrinkwhentheguestsglassisonehalforthreequartersempty. Payattentiontohowmuchalcoholyourguestsaredrinking.Countthedrinkseachguesthas had. Onlysuggestanotherdrinktoguestswhoarenointoxicatedorclosetobecomingintoxicated. Onlyservedrinkstoguestswhowantthem.Donotsimplybringanotherroundforeveryoneif someguestsdonotwantanotherdrink.

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Sequence3:TakeFoodOrders
Step1:TellGuestsaboutspecials Knowthedailyspecials.Ifappropriateatyourrestaurant,trytotasteeachone. Alwaysdescribespecialsandchefschoiceitems,suchasthesoupoftheday,beforeguestsask. Describetheingredientsandthepreparationofspecialsinanappealingway.Alwaysgivethe priceofspecials. Step2:Askforthefoodorder Offertohelpguestswithmenuselections.Answeranyquestionsaboutthemenu. Askiftheyarereadytoorder. Step3:Followanordertakingsystem Knowthenumberingsystemforthechairsateachtable.Chair#1ateachtableistypicallythe chairclosesttothedoororsomeotherlandmarkinyourrestaurant. Whenwritingordersonyourorderpadorguestcheck,writetheorderfortheguestinchair#1 onthefirstlineoftheorderform. Taketheordersofchildrenfirst,thenwomen,andthenmen.Writetheirordersinthe correspondingplaceontheorderpad.Forinstance,iftheguestinchair#2istheonlywomenat thetable,takeherorderfirstandwriteitonline#2ontheorderpad Continuetotakefoodordersinaclockwisepatternaroundthetable. Step4:Standinthecorrectpositiontotakeorders. Alwaysstandupstraightasyoutakeorders.Donotresttheorderpadonthetable. Lookateachguestwhenheorsheisordering.Watchforhesitationinmakingadecision.This providesyouanopeningtoofferasuggestion. Step5:Asktheappropriatequestions Payattentiontodetailsandknowyourmenuthoroughly. Knowwhatquestionstoaskforeachitemtodeterminetheguestschoices.Forinstance,knowif aguestmustchooseasaladorsoup. Knowwhenyouneedtoaskformoreinformation,suchashowtheguestwouldlikeanitem cooked.Ifyoudontasktherightquestionswhentakingtheorders,youwillhavetointerrupt yourgueststofind outnecessarypreparationandserviceinformation.Thisisembarrassingtoyouandannoyingto yourguests. Repeateachcompletedordertotheguest,especiallyiftherearespecialrequestsregarding preparationorservice. Trynottosoundmechanicalwhendescribingchoices.Makeeveryitemsoundgood. Step6:Suggestadditionalcourses: Suggestadditionalcoursessuchasappetizers,soups,andsaladswhenyoutakethefoodorder. Thinkaboutwhattheguesthasselectedandsuggestitemsthatwillgowellwithentre(main dish). Step7:Suggestabottleofwine. Trytosellabottleofwineaftertakingthefoodorder. Knowwhichwineswillgowellwithcertainfoods. Alwaysknowhowmuchalcoholyourguestsaredrinking.Dontsuggestwineorotheralcoholic beveragesifyourguestsareintoxicatedorareclosetobecomingintoxicated.
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Step8:Trytomeetspecialrequests: Someguestsmayrequestanitemtobepreparedinawaynotlistedonthemenu. Writeallspecialrequestsonyourorderpadandtellkitchenabouttherequestswhenyouplace theorder. Youmayneedtocheckwiththecheforyoursupervisorbeforemakingapromisetoaguest. Step9:Askifguestswouldlikeanotherbeverage Checkondrinklevels.Suggestanotherdrinkifabeverageisonehalftothreefourthsemptyand guestsarenotnearingintoxication. Ifguestsaredrinkingalcoholicbeveragesbutdonotwantanother,suggestanonalcoholic beverage. Clearemptyglassesbeforeservingbeverages. Step10:Collectthemenusandwinelist,ifyouhaventalreadydoneso. Step11:Tidythetabletokeepitasfreshaspossible. Approachthetablewithacleanashtrayonabeverageroundortray. Invertthecleanashtrayinyourhandandplaceitonthedirtyashtray. Liftboththeashtraysgentlytoavoidashfallingonthetableandplaceitonthetray. Placethecleanashtrayonthetable. Donotcleanashtrayswithguestserviettes. Step12:PlacefoodorderswithKitchen.

Sequence4:Servethemeal
Step1:Timethepreparationofthefood: Callawaytheorderforeachcoursewhenguestsareaboutthreequartersfinishedwiththe previousone.Ifthekitchenisbusy,calltheorderssooner. Servecoursesinthestandardorder,unlessguestsrequestadifferentorder: Checkwiththecookoryoursupervisorifyouareconcernedthatanorderisnotbeingprepared inareasonableamountoftime. Dontmakeguestswaitwithoutanexplanationfromyouoryoursupervisor. Ifyouaretoobusytopickupanorderassoonasitisready,askanotherrestaurantserverfor help. Step2:Preparethetableforeachcoursebeforeservingit. Clearanyemptyplatesorglassesfromtheguestsrightwithyourrighthand.Alwaysaskguestsif theyarefinished. Waittoclearglassesorplatesuntilmorethanoneguestatatableisfinished,soguestswhoare stilleatingordrinkingdonofeelrushed. Neverstackdirtyplatesinfrontofguests.Pickthemupseparatelyandstackthemawayfrom guests. Bringallcondimentsandaccompanimentstothetablebeforeservingtheorder. Onlybringfullnotpartiallyfullcondimentbottlestoguests. Ifyouwillbeservinganitemthatguestswillshare,bringaplateforeachguest. Step3:Pickupthefoodorder: Checkthefoodbeforeyoutakeitoutofthekitchen: Doesthefoodlookfreshandappealing Haveallpreparationinstructionsbeenfollowed?
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Isthepresentationgarnished? Haveallspecialrequestsbeenmet? Istheplateclean? Ishotfoodhotandcoldfoodcold? Askthecooktomakeanycorrectionsnecessarytomeetthepropertyshighstandards. Notifyyoursupervisorimmediatelyofanyprobleminthefoodpreparationsothatheorshecan speaktotheguestsandcorrectthesituation. Ifyouarehavingtroublemeetingguestneeds,askyoursupervisororanotherserverforhelp untilyoucancatchup. Dontlettheguestssufferbecauseyourebusy. Thankthekitchenstafffortheircooperation.

Step4:Deliverfood: Useyouorderpadorguestchecktohelprememberwhoorderedwhat.Youshouldnthaveto asktheguests. Servethechildrenfirst,womennext,thenmen,andthehostlast. Servefoodfromtheguestsleftsidewithyourlefthandwheneverpossible.Dontreachinfront ofguests. Placetheplatewiththefirstcourseontopofthebaseplate,ifabaseplateisaincludedinyour restaurantstablesetting. Placetheentreplatesothatthemainitemisclosesttotheguest. Placesidedishestotheleftoftheentreplate. Ifaguestasksforsomethingextra,deliveritasquicklyaspossiblesothatthemealdoesnotget cold. Askifguestswouldlikeyoutobringordoanythingelseforthematthistime. Removeemptybeverageglassesandexchangeashtraysasneeded.

Sequence5:Checkbacktothetable
Step1:Makesuretheguestsaresatisfiedwiththeirmeals. Approachtheguestsaftertheyhavetakenafewbites. Askafewspecificquestionsaboutthefood.Suchas,HowisyoursirloinorAreyouenjoying yoursalad? Askiftheresanythingelseyoucanbringatthattime.Ifso,delivertheitemrightaway. Step2:Replaceunsatisfactoryfoodorbeverages. Apologisetotheguest.Dontmakeexcuseorblameothersfortheproblem. Takecareoftheproblemimmediately. Tellyoursupervisororcaptainabouttheproblemassoonaspossible.

Sequence6:SellAfterDinneritems
Step1:Cleartheentiretable. Afterguestsarefinished,removeallunneededglasses,silverware,plates,andotheritems. Beasneatandquietaspossiblewhenclearingthetable. Remembernottostackdirtyplatesatthetable. Step2:Suggestspecificdessertitems: Withoutasking,bringthedessertcartordisplaytraytothetableanddescribeeachdessertusing mouthwateringterms.
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Describeindetailsoneortwooftherestaurantsmorepopulardesserts.Suggestyour favourites. Ifguestssaytheyaretoofulltohavedessert,suggestalightitems,suchasicecream,or suggestthatguestsshareadessert.

Step3:Suggestcoffeeorhottea: Offercoffeeorteaassoonasyoutakedessertorders. Askguestsiftheywouldlikecream,sugar,orlemonwiththeircoffeeortea.

Sequence7:Presenttheguestbill:
Step1:Prepareguestcheck: Reviewthecheck(bill)carefullytobesureitiscompleteandaccurate. Makesurealldrinksanddessertsareincludedonthecheck. Step2:Decidewhentopresentguestchecksasperhousepolicy. Step3:Presentguestchecksinacheckfolderwithapen. Step4:Serveafterdinnermintswiththecheck,ifappropriate. Step5:Sincerelythankguestsandinvitethemtoreturn.Usetheguestslastnamesifyouknowthem. Step6:Settleguestcheckspaidbycash. Presentchangeintheguestcheckfolder.Donotclaimatipuntilguestleave. Alwaysprovideareceiptwiththechange. Step7:Settletheguestchecks,ifthepaymentdonebycredit/debitcard,travellerscheque/voucher/ giftcertificatesetc.:performasperhousepolicy. Step8:Thanktheguestwhenyoureturnthechangeandreceipt,andinvitetheguesttoreturn. Step9:Informsecurityandyourmanagerimmediatelyifaguestleaveswithoutsettlingthebill.

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ClearingTables
Whentablesarecleared,donotdumpeverythingonasingletray,butremovethedifferentarticlesin thisorder. 1. Removeallunusedfoodfirst.Fore.g.:Butter,Breadrolls,anyplattersofunusedfoodetc. 2. Removethesoiledglassesandnapkins. 3. Neverallowlinentobesoakedinoilorgravy. 4. Removeallthecondiments,sauce,salt,pepperetc. 5. Inaseparatetrayorplateremoveallunusedsilveritems. 6. Nevermixunusedsilveritemswithsoiledone. Youmayhavetomakemorethanonetripforthis.Thissidestationmaybeusedforclearance. However,itshouldalsoalwayslooknextandshouldnotbeclutteredup. Whenthemaincourseisfinished,allthecutleryandsaltandpeppersaucebottlesetc.,shouldbe removed,exceptthatcutlerywhichmayberequiredforthenextdessertcourse.Whileremovingthe unusedcutlery,itshouldnotbemixedupwiththedirtyplatesandsoiled(used)cutlery.Itshouldbe removedseparately,otherwiseitmaybeunnecessarilyrequiredtobewashed.Aftertheremovalof everythingexceptwaterglass,budvaseandanysilver(cutlery)thatisrequiredforthenextcourse,the tableshouldbecrumbed.Thewaitersnapkinshouldbefoldedandusedtogatherallthefoodparticles onthetableatoneside.Thesideplateshouldbeswiftlymovedunderthetableandthecrumbs gatheredatoneplaceshouldbecarefullypushedontotheplate.Thiscrumbingcanbedonefromany sideoftheguest.Careshouldbetakennottoputthedirtyplateinfrontoftheguestforlongtimeor morethanisnecessary.Afterthecrumbing,thedessertspoonandforkshouldbebroughtontheside fromthetopposition,andthenthedessertshouldbeserved.

ServingAlcoholicBeverages
1. Allglassesshouldbesparkling. 2. Stemglassesarehandledbystemonly. 3. Allpegsarecarriedintheshotglassorintheglassinwhichitistobeserved.Dothemeasuring inviewoftheguestoverthecounter. 4. Icemustbecarriedinseparateicebucketwithtongorspoon. 5. Bottleofsodatobeopenedinfrontoftheguestoruseadecanter. 6. Putintheicefirstandthenpoursodacautiously. 7. Everynewdrinkisservedinafreshglass. 8. Offerthecomplimentarysnacksifany,atthesametime,askfororderofsnacks. 9. Allspiritsareservedinlarge50ml,orregular25mls.Itisnotbereferredtoasmallorlarge. 10. Usetheproperglassesforeachdrinks.Sippingadrinkfromthecorrectglassincreasesits enjoymentbytheguest. 11. Drinksservedinchilledglasseskeepfreshlonger,soiceorfrosttheglasses. 12. Trytorememberthefavouritebrandofregularguest.Itisgreatlyappreciatedbythem. Especiallyiftheyareinagroup.Showmanshipisveryimportantinbarservice.Everyaction mustbedoneinaflourish.Yourstyleisbeingwatchedandenjoyedbytheguest.

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RoomServicetheluxuryofahotel
Anyhotelcanbesaidbest,ifitcantakecareofitsguestprofessionallybyprovidingpersonalized service. RoomServiceisveryimportantbecausetheactualserviceisdonewithoutanysupervisionandifthereis anythingdonewronglyornotbroughtatthefirsttime,thentherearenochancesofanycorrectionof themistake.Thereforeeverythingshouldbecheckedinthebeginningitself. Inroomservicedepartment,thetaskofordertakingismostimportantas: Theguestistalkingtotheordertakerthroughphone,notinperson. Thistaskreflects/improvetheimageofthehotel. Thistaskcanincreasetherevenuesaleoffood&beverageservicedept.byagreatmargin. Thistaskcanmaketheguestasatisfiedanddelightedguestandthuscanconverthiminarepeat clientele. Guidelinesforaprofessionalandeffectiveroomservice: Manytimesguestslookforwardtoroomserviceasoneofthepleasuresandprivilegesoftheirstayin thehotel.Henceyoumust: 1. Knowyourmenuverythoroughly. 2. Trytocreateamentalpicturewiththehelpofyourrecommendations. 3. Usepowerofsuggestionlike,wouldyouliketotryourBiryani. 4. Putenthusiasminyourvoice. 5. Whiletakingtheorderorsuggesting,considertime,number,typeofthefacilitiesavailablefor serviceintheroometc. 6. Roomserviceistherightfoodattherighttimeintherightroom. 7. Therearenochancesofanycorrectionlater,thereforebeparticularandcheckeverydetailin advance. 8. Whileintheroom,bealertandsensitivetothemoodoftheguest. 9. KnockwithyourhandandsayRoomService.Enteronlyafterpermitted,greetguest,serveor leavethefoodasperguestswish.Afterservicedonotlinger,butpresentthecheck,take signature,askwhenyoucancomeforclearance,sayenjoyyourfood.Thankyouanddepart. 10. Comeoutandclosethedoorsilently. 11. Dotheclearanceontime. 12. Showteamspiritandclearanytraylyingintheroomsorcorridor,butinformtheroomservice officeotherwiseguestwillbedisturbedagain.

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SuggestiveSellingandUpselling
SuggestiveSellingmeanencouraginggueststobuyadditionalfood&beverage.Anexampleof suggestivesellingissuggestinganappetizer(snacksitems)togowithbeverage(wine,whiskeyetc) orders.Upsellingmeanssuggestingmoreexpensiveandpossiblybetterqualityitems.Instead ofsimplybringingaguestyourhousebrandofscotch,youcanupsellbyasking,Wouldyouprefer DewarsorWhiteLabel?whenaguestordersthedrink. SuggestivesellingandUpsellingrequirestactandgoodjudgment.Ifguestsknowexactlywhatthey want,donttrytochangetheirminds.However,youshouldnthesitatetosuggestadditionalitemsthat willimproveguestsmeals.Andlearntopickuponwhenguestswantsuggestions. Suggestivesellingmightmakeyounervous.Ifso,itsprobablybecausesellingremindsyouofapushy salespersonyouveknown.Usingsuggestivesellingandupsellingtechniques,however,isnotbeing pushy.Thesetechniquesarepartofprovidinggoodservice. Thekeytoeffectivesellingisagoodknowledgeofthemenu.Youshouldknowalloftheproductsyour restaurantssells.Whenyouarecompletelyfamiliarwiththemenuandhoweachitemsisprepared,you cansuggestdishesconfidentlyandprofessionally. Tipsformoreeffectivesuggestivesellingandupselling: Developasellingattitude Beenthusiastic.Itseasiertosellsomethingyoureexcitedabout. Makefoodsoundappetizing.Usewordlikefresh,popular,andgenerouswhendescribing menuitems. Askquestions.Findoutifguestsarereallyhungryorjustwantsomethinglight;whethertheylike chickenorbeef;oriftheyfeellikehavingsomethinghotorcold. Suggestspecificmenuitems.Dontsimplyask:Wouldyoulikesoupwithyourmeal?instead pointout:Acoldbowlofborschtwouldgonicelywithyoursaladonahotdaylikethis. Suggestyourfavourites.Tryasmanymenuitemsasyoucan,andtellguestsyouvetriedthem: youlllikethechickenKiev.Itsoneofmyfavouriteshere.Butbehonestdontsaythat somethingyourfavouritewhenitisnot. Offerchoice:Wouldyoulikeasliceofourfamouscheesecakeorourhomemadepecanpiefor dessert? Suggesttheunusual.Peopledineouttogetawayfromtheroutinefaretheyhaveathome.And mostpeopledontknowwhattheywanttoorderwhentheyarrive. Suggestfoodsandbeveragesthatnaturallygotogethersoupsandsandwiches,baconandeggs, steakandbakedpotatoes,coffeeanddessert. Complimentguestschoice.Makeguestsfeelgoodtheirchoiceeveniftheydontorderwhatyou suggest. Andremembertoalwaysaskforthesale.Afteryousuggestanddescribeanitem,askiftheguest wouldlikeit.Agoodwaytodothisistodescribeseveralitemsandaskwhichtheguestwould prefer:A glassofcabernetsauvignon(whitewine)orlightmerlot(redwine)wouldgoverywellwithyour sixcheeselasagne.Whichwouldyouprefer?

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