UNIT-1

INTRODUCTION TO FOOD & BEVERAGE SERVICE

Topics to be covered in this unit
1. Introduction to Catering Industry
2. Scope, Career and Opportunities in Catering Industry.
3. Different kinds of Catering Establishments.
4. Staff organization of F & B departments, duties and responsibilities.
5. Co-ordination with other departments.
6. Attributes of a waiter, personal hygiene and deportment.
7. Attitude to work and salesmanship.
8. Dos and Don’ts of a Waiter.

HISTORY

The history of the catering industry is difficult to locate in terms of the year it started. But certainly the catering industry
could not have started without the invention of WHEEL due to which the phenomenon of “TRAVEL” started. To many
people the word “TRAVEL” suggests pleasure & adventure but the word “Travel” is derived from the French word
“travail”, which means “toil & labour”. Early one travelled in search of food and shelter, and was not a pleasant
experience. Today travel has become a comfortable experience and is definitely more than finding food and shelter.
Commerce & trading was an important factor for which people travelled. The Romans were the first to travel
on land on a large scale. The reason was to expand their Roman Empire and they built massive roads & high ways.
According to history all these highways had facilities for wheel changing and Rest Houses every 15-30 miles.
Pleasure & health were the other reasons for travel in ancient times. The Greeks initiated traveling for pleasure
to take part as well as witness the Olympic Games. The Romans built Spas as far away from Rome like Bath in England.
Pilgrimage was another great reason for travel. Muslims travelled to Mecca while Christians travelled all over
Europe and beyond.
Few people realize that there are at least two patron saints related to the Hospitality Industry. The first of these
is Saint Julian the Hospitaller. The second Saint, Saint Notburga, has a church dedicated to her in her hometown of
Eben/Maurach, Austria. The church literature describes her as a “farm girl who dedicated her life to the welfare of
servants”, and she is considered the patron saint of Food Servers.

GROWTH AND DEVELOPMENT

Inns got very well established in England and else where on the Continent. Most of them were privately run by
couples and these Inns came to be called as “Pop and Mom” inns. Such inns used to offer food, shelter, bathing and
resting rooms as well as facility of stables for horses. In France, large buildings came up that used to offer rooms to let
by the day, week or longer. Such places were called HOTEL GARNI.
 The word “HOTEL” was first used in England in about 1760 by the Fifth Duke of Devonshire to name a lodging
establishment in London.
 The first hotel in the United States opened in 1794 at Broadway in New York City. This was a 70 room Hotel
called City Hotel.

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  The first modern American hotel was the Tremont House, a 170 room property that opened in Boston in 1829.
The Tremont House was also the first hotel to have formal public rooms, bell persons, front desk employees,
locks on guest room doors and free soap for guests.

 The first hotel to use an elevator was New York’s Fifth Avenue Hotel in 1859.

 The Hotel Everett on Park Road in New York City was the first hotel lit by electricity.

 The first hotel chain was started in United States by Ellsworth Statler in 1908. He opened his first hotel called
Buffalo Statler in Buffalo, New York. Soon he had chains in many places in the U.S.

The hotel industry has undergone a revolutionary path, but after WORLD WAR II it has seen a rapid change in the
hotel industry. Technology has also provided people with the means to travel faster and cheaper, manufacture goods
more efficiently and communicate with one other across the globe almost instantaneously. There are many other
emerging trends effecting travel like amount of leisure time being increased, many house holds having two income
earners, eco tourism, health and business trips.

In general the various factors that motivate people to travel can be broadly classified into 4 categories:

1) Physical Motivators: Those related to physical rest, sports, beach and ski recreations, visiting health spas, etc.
to reduce tension through physical, health related activities.

2) Cultural Motivators: These arise from the desire to know about the cultures and traditions of other areas
through their music, lifestyles, art, festivals, cuisines, eating habits, folklore, dances, painting, religion, etc.

3) Interpersonal Motivators: These include a desire to meet new people, visit friends or relatives, escape from
routine or from family & neighbours and make new friends.

4) Status & Prestige: These concern ego & personal development needs like trips related to business, conventions,
study and the pursuit of hobbies and education. The desire for recognition, attention, appreciation, knowledge
and a good reputation can be fulfilled through travel.

HOSPITALITY CAREERS

Some of the most popular reasons to build a career in the hospitality industry are:

1) More career options than most: There is always a segment of the industry that can use your talents no matter
what kind of work you enjoy or what aptitude and skills you have.

2) The work is varied: Because hotels and restaurants are complete production, distribution and service units;
staffs are involved in a broad variety of activities.

3) There are many opportunities to be creative: Managers can design new products to meet higher satisfactions of
guests, produce training programmes for employs or introduce challenging advertising, sales promotion and
marketing plans.

4) This is a people oriented business: Staff in the hotel industry work on a service oriented nature whereby
satisfying guest needs hold priority apart from motivating other staff and negotiating with vendors and others.

5)Hospitality jobs are not 9 to 5 jobs: Hours of working are highly flexible in many positions as well as in each
departmental area of the hotel. While this is the nature of the job, some see this as a major disadvantage.
6) Opportunities exist for long term career growth : You could start with an entry level job and move up. The
industry provides ample histories of people who have started from scratch and have been raised to high
management positions or opened their own successful businesses.

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Some of the common disadvantages are:

1) Long hours of working: Working hours are long. The 8 hour per day is not the rule here. Definitely will be
required to put in 10-12 hours of work per day.

2) Non-traditional Schedules : It is impossible to get a Monday- Friday working schedule. You will probably
find yourself working when your family & friends are relaxing. Celebrative Holidays and Sundays will be
the time where you will be definitely working.

3) Work Pressure: There are so many busy periods in this industry where employees are under intense
pressure to perform.

4) Low Beginning Salaries: Entry level jobs into this industry tend to be low paying compared to some other
industries but one could rise fast here and earn higher salaries.

The hotel management graduates have opportunities for career growth in hotels, restaurants, cruise liners, airlines,
event management, housekeeping services, hospital catering, railway catering, government tourism organizations and
whole spectrum of customer relation profiles.

CAREER OPTIONS

Major reason that prompts people to enter the Hospitality Industry is its diversity. There as many different kinds of
work in this industry. Even though hotels and restaurants dominate this sector, they are not the only ones. Hospitality
graduates are needed in clubs, hospitals, institutions, production industries, cruise liners, airlines, corporate dining
rooms, and many other organizations. Within these organizations one can move into the various departments according
to the area of interest like food & beverage service, house keeping, food & beverage production, front office, guest
relations, sales & marketing, recreation & entertainment and so on.
One of the best ways is by identifying your own skills.

Most skills fall into one of the three areas:

1) Skills dealing with data: skills like analyzing information, comparing figures, accounting and budgeting
tasks, preparing feasibility reports, service consultancy, corporate planning & development, sales &
marketing strategies and so on. Most auditors & accountants fall into this data-skills group.

2) Skills dealing with people: Such skills show that you enjoy dealing with people by helping them and taking
care of their needs. Taking and giving advices and instructions, enjoy supervising and motivating others
and may find that they respond positively to your leadership. All departmental managers & general
manager fall into this category.

3) Skills dealing with things: People with such skills work really well with the use of their hands and the aid
of tools and gadgets. Attracted towards the food production area where jobs like bakers & confectioners
and culinary chefs are in great demand.

Identify your skills. This exercise will help you find a career niche that suits you.

CLASSIFICATION OF THE CATERING ESTABLISHMENTS

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The catering industry provides millions of meals and related services in a wide variety of food service operations.
Catering stands for production & service of food. Due to the input of human intellect and planning, catering also
requires scientific approach & technological up gradation on a continuous evolving basis.
The various sectors of the catering industry can be broadly categorized as follows:

FOOD &BEVERAGE CATERING OUTLETS

COMMERCIAL (PUBLIC /PRIVATE OWNERSHIP) SUBSIDISED OR

WELFARE
INSTITUTIONAL
RESTRICTED MARKET GENERAL MARKET
HOTELS INDUSTRIAL
AIRLINE
CATERING RESTAURANTS HOSPITALS
SHIP/CRUISE COFFEE SHOPS
ARMED FORCES
LINER CATERING BARS
RAILWAY CATERING FAST FOOD CENTRES PRISONS
BUS/CARRIAGE TAKE AWAY’S RELIGIOUS CENTRES
CATERING CAFETARIAS
PRIVATE CLUB POPULAR CATERING DISASTER/DISTRESS
CATERING OUTLETS CATERING
INSTITUTIONAL/ RETAIL STORES
EMPLOYEE OTHER TOURIST
CATERING ACCOMMODATION
SELF SERVICE OUTLETS
OUTDOOR CATERING
LEISURE ATTRACTION
CATERING

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Some commonly used terms are:

1) Food: This includes a wide range of styles and cuisine types. This can be
by the country or variations of cuisines within the country or a particular
type of speciality cuisine.

2) Beverage: Includes all alcoholic and non alcoholic drinks. Alcoholic

beverages include wines and all other types of alcoholic drinks such as
cocktails, beers, spirits and liqueurs. Non alcoholic beverages include bar
beverages such as mineral waters, juices, squashes, aerated waters, tea,
coffee, chocolate, milk and milk drinks as well as all other market
proprietary drinks.

3) Hospitality: According to the dictionary Hospitality is defined as “the

friendly and generous reception of guest or stranger”

4) Catering: This term is rightly defined as professionally organizing the

supply of food and beverage and managing social events.

FOOD AND BEVERAGE CATERING OUTLETS

Food & Beverage outlets can be broadly classified into the following:

COMMERCIAL SECTOR: This sector can be managed by private or public

ownership. They primarily cater to the A) Restricted and B) General Market.

SUBSIDIZED OR WELFARE CATERING: This type of catering is run by

Government bodies as well as certain parent bodies wherein the food is sold out on
subsidized rates. Let us discuss in brief the various catering markets for the
Commercial Sector.

A) Restricted Market

1) Airline Catering: Airline catering is the service of food & beverage

in the flight. Money is invested and the equipments used to produce,
store & serve food is of the highest quality. It is very challenging
because high international standards, service during high speed
movement, short duration of flights, inability to use conventional fuel
and shortage of space. Different segments in an aircraft to be

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 catered to like Executive Class, Business Class, Economy Class, etc.
The food & beverage portions are highly standardized and generally
served in plastic trays with disposable glasses, cutlery, napkins, etc.
reduces the necessary for washing up and also cuts down on
breakages & wastages. Normally the airline catering is contracted
out to a specialist catering firm or to 5star hotels, which possess
facilities for exclusive airline catering. Once the food is cooked, it is
transported in special shelved carts which are kept warmed or
chilled by fuels that are non-burning/non-electrical in nature .The
food is loaded into the fight kitchen aboard the aircraft called a
“Galley.” Food is normally Blast Frozen after cooking, thawed and
reheated in microwave ovens and served.

2) Railway Catering: Spencer’s were the original contractors who had started
high class dining car service in India. Normally long distance passenger trains
have a kitchen unit attached known as a pantry car. The food and beverage is
served to the passengers in disposable crockery and cutlery from the pantry car.
Breakfast, lunch and dinner is prepared in the pantry car depending on the
duration of the journey. In trains without a pantry car one would find service
staff taking orders from the passengers and then placing the orders at some
determined metropolis junction base kitchen. The orders are subsequently
served to the passengers.

3) Ship/Cruise Line Catering: Catering on board of various types of maritime

vessels was of great significance before the entry of airlines. The shipping
industry is a huge one that can be clearly divided into those ships that transport
goods and those ships that transport people. In both cases there are people
involved and catering to them becomes important since they do not have
facilities of getting onto the land for their food. Food which is served to crew
members deck passengers is a fixed menu with very little choice. Today because
of the demand of high qualitative passengers the menus have become elaborate
and the service is comparable to any five star services on land. Ships normally
use a wide variety of convenience foods as procurement of daily fresh raw
material is impossible.
4) Road Catering: Transporters can generate profit if they provide food and
beverage from snacks to tea as well as full meals in the bus coach during the
journey. Though such bus carriage catering exists in many countries, India is
still yet to explore this field which as of present is in its developing stages. Most
of the transporters still depend on highway hotels where passengers are
alighted and offered meals and snacks at different intervals. Many transporters
earn commission from the highway hotels by forcing the passengers to eat at a
place where there is no choice.

5) Private Club Catering: clubs are establishments offering food and beverage,
and sometimes accommodation, to members and bonafide guests. The types of
clubs vary from working men’s clubs, political party clubs, social clubs, sporting
clubs, to the very private exclusive clubs. These clubs have to be registered and

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 licensed procured to operate food and beverage production and service
operations.

B) General Market

1. Hotels: A hotel is a commercial establishment where accommodation & related

services are offered to public on day-to-day basis. A person cannot be refused
accommodation on grounds of social & race relation but for danger of public law
& order, health, hygiene, and nuisance to other guests, obscenity, drunkenness
or assessment about inability of the guest to pay the dues. Apart from this,
children without an escort or guest with pets are legal grounds for refusal of
accommodation.

2. Restaurants: these are public premises where meals or refreshments are

served eg. Breakfast, brunch, lunch, high tea, dinner and beverages are. It is
different from cafeteria or self service counters because the service here is done
at the table in a classy style.

3. Coffee Shop: Coffee shops throughout the world are huge dining rooms that
operate for 24 hrs, 7 days a week and 365 days in a year. The service here has
to be prompt and the food served here is generally multi-cuisine in nature.

4. Bars: these are exclusive dining areas primarily meant for drinking. They have
to procure licenses with regard to the area and country of operation. There are
many different styles of bar setups depending on the clientele targeted. Food in
the form of snacks and little meals can be served here.

5. Fast Food Centers and Takeaways: this sector of the industry is concerned
with the preparation and service of food and beverages quickly for immediate
sale to the customers for consumption either on or off the premises. Examples:
sandwich bars, Kentucky fried chicken, Mc Donald’s, etc.

6. Cafeterias: these are dining areas meant for workers or students. The service
constitutes food on display on warmers or chillers, as the case may be. The
diners are supposed to collect their trays, cutlery etc. and pick up food
themselves from the display at the counter. Coupons are generally required to
be purchased to avail this facility. The diners may stand and eat or may have
usual chairs and tables.

7. Popular Catering Outlets: these are outlets that gain popularity because of
their food quality and speciality. Provision of food and beverage are generally at
low/medium price with limited levels of services and often high customer
turnover. Examples: cafes, pizza parlours, kiosks, road side restaurants, etc.

8. Retail Stores: This concept originally developed from highly prestigious stores
wishing to provide food and drinks as part of the retailing experience. The idea
was to enhance the customers visit from mere retail shopping to eating as well
as drinking.

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 9. Other Tourist Accommodation: Many food service operations fall into this
category like motels, dharamsalas, youth hostels, etc. this concept has been
developed from Inns, supported by developments in transport and increases in
business & leisure related tourism. Such accommodations offer Food &
Beverage along with residential facilities that are of standard nature.

10. Self Service Outlets: These outlets are dining areas with different
concepts but the outstanding feature is that diners/customers have to serve
themselves on receiving their order. There shall be limited or no table service at
all.

11. Outdoor Catering: Outdoor Catering (ODC) is also called “Off Premises
Catering” or “Event Catering.” Such type of catering constitutes a large number
of transportable equipments, gadgets and other items for production and
service. The off-site catering has great limitations and drawbacks as lot of
facilities are not available on site. Catering in such events could range from a
mere 100 people to thousands, depending on the event.

12. Leisure/ Attraction Catering: Such catering exists at tourist attraction

sites like resorts, zoos & sanctuaries, amusement parks, sports arenas,
multiplexes, etc where food & beverages are sold normally at higher rates.

Welfare/Subsidized Sector.

Industrial Catering: This generally deals with the provision of catering services to
employees in an Industrial Organization. Normally large quantities of food are
prepared here and fed to the people in large dining areas known as cafeterias. The
catering services are generally given out on contract to outside catering agencies. The
foods provided to the employees are given on subsidized rates. Management in large
companies may also have the additional choice of waiter service facilities.

Institutional Catering: These catering establishments include schools, universities,

colleges and kindergartens. In some of these establishments foods may be served at
no cost or subsidized cost. The foods here have to be of good nutritious content that
will be good for the development of the students, both mentally and physically.

Hospital Catering: Deals with the production & service of food and beverage in the
hospitals primarily for two customer groups: The Patients and the Staff. The food
prepared for the patients have to take into consideration the nature of their illness
and the dietary requirements. Any raw ingredients that are prohibited in their food
intake has to be strictly regulated. All foods prepared have to keep in mind the
improvement of health of the patients. Food & beverage served to the staff will
depend on the policies of the hospital management.

Armed Forces Catering: One of the most well organized large scales catering from
olden to modern times is the armed forces catering. The armed forces include the
Navy, Army, Air Force, Police, the Fire Service and some designated Government
departments. The levels of food & beverage facilities for the Services vary from the

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large-scale self-service cafeterias for majority of the personnel to the high class
traditional Officers Mess for senior members of the staff. Electricity, water, fuel,
supplies are restricted & sometimes totally absent: makeshift arrangements in tents &
bunkers would probably be the only place to carry out food production. The diet
generally offered is balanced, light & hygienically acceptable to prevent any mishap
that can adversely affect the fighting power.

Prison Catering: This generally deals with the production & service of food &
beverage to the prison inmates. The law stipulates that the diet of the inmates be
based upon fixed weekly schedules, with provision for meat and fresh fruits included
in the menu. The catering in the prisons is the responsibility of the Prison Governor
with delegated responsibility being given to a catering officer.

Religious Centre Catering: Involves catering to huge volumes of people at religious

centres where people congregate for religious purposes. Meals are provided in huge
numbers in make shift kitchens and in some places it operates for 365 days of the
year. The equipments involved and the staff skills required to cater to such large
volumes are definitely a great challenge.
Disaster/ Distress Catering: Involves catering to victims of natural or man-made
calamities like earthquakes, floods, droughts, war, etc. Massive relief in the form of
food and beverages has to be provided to the aggrieved population. Mostly such
services are carried out by voluntary organizations like United Nations, Salvation
Army, Red Cross, Ramakrishna Mission, etc. The primary dietary consideration is that
the food should be wholesome & nutritious.

UNIT - II

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 FOOD AND BEVERAGE SERVICE BRIGADE

CLASSIFICATION OF FOOD AND BEVERAGE SERVICE

DEPARTMENT
IN A HOTEL

ROOM SERVICE
RESTAURANTS KITCHEN
STEWARDING

BANQUETS BARS

The above depicted classification chart is a general representation of the departments

in a food and beverage service area of a hotel. The variety and number of restaurants,
banquets and bars will depend on the policies of the management, the size and
location of the hotel as well as the style decided for service based on theme.

RESTAURANTS: There could be a number of restaurants or just a single one

depending on the size and category of the hotel. Generally the various types of
restaurants are Coffee Shops, Bars, Discotheques, Speciality restaurants, etc. In these
places food and beverage are served in the style as designed by the management.

BANQUETS: These are large dining areas meant for holding meetings, conventions,
parties, etc. The size of the area will determine how many people can be fitted into the
banquet hall. Normally the banquet halls will accommodate anything from a 50 people
to a thousand; depending on the size of the hotel.

ROOM SERVICE: These are special service facilities that are present in almost all
hotels. They offer the facility of serving food and beverage in the guest rooms. This
gives the guest the convenience of having his/her food and beverage in the room
rather than coming down to the restaurants for the same.

BARS: These service areas offer the facility of beverages, both alcoholic and non
alcoholic. These service bars could be based on themes. There are many kinds of bars
in a hotel like dispense bar, sunken bar, discotheque bar, etc.

KITCHEN STEWARDING: This is a very important department whose functional

area is located in the kitchen just behind the back areas of the restaurants. This
department takes care of the cleaning and proper hygienic maintenance of all the

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 crockery, cutlery, flatware, glassware and hollowware used for service in the various
food and beverage outlets.

STAFF ORGANIZATION OF F &B SERVICE DEPARTMENT

DUTIES AND RESPONSIBILITIES OF FOOD & BEVERAGE

PERSONNEL

Staff organization is basically concerned with matters such as the decision of tasks
within the restaurant, position of responsibility and authority and the relationship
between them. It helps in introducing the concepts of span of control, level of
management and delegation of power
and responsibilities. The typical organization chart of the Restaurant brigade is shown
in the. However smaller organizations may combine a number of responsibilities
according to the needs of the particular facility. The various positions in the
Restaurant Brigade are refered to
differently in the French, American and English hotel industry. The list below gives
the different versions.

THE ORGANIZATIONAL CHART FOR A FIVE STAR HOTEL

FOOD & BEVERAGE MANAGER


ASSISTANT FOOD & BEVERAGE MANAGER

    
Restaurant Manager Room Service Manager Banquet Manager Bar Manager
Coffee Shop Manager
    
Maitre d’ Hotel Maitre d’ Hotel Banquet Executive Maitre d’ Hotel
Senior Captain

    
Captain Captain Maitre d’ Hotel Captain
Captain
    
Senior Steward Room Service Order Taker Banquet Assistant Bartender
Senior Steward
    
Hostess Senior Steward Senior Steward Senior Bar Steward
Steward
    
Steward Steward Steward Bar Steward
Trainee Steward

   
Trainee Steward Trainee Steward Trainee Steward Assistant Bar Steward

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The varies positions in the Restaurant Brigade are refered to differently in the
French,and English hotel industry. Such as:

FRENCH AMERICAN ENGLISH

MAITRE D’HOTEL SENIOR CAPTAIN HEAD WAITER RECEPTION

RECEPTION RECEPTION
MAITRE D’HOTEL DE SENIOR CAPTAIN STATION HEAD WAITER STATION
CARRE
CHEF DE RANG CAPTAIN STATION HEAD

DEMI CHEF DE RANG ASSISTANT CAPTAIN WAITER

COMMIS DEBARSSEUR ASSISTANT STEWARD/BUS ASSISTANT WAITER

BOY
APPRENTIS APPRENTICE TRAINEE

DUTIES AND RESPONSIBILITIES OF RESTAURANT STAFF

All types of catering establishments require a variety of staff positions in order to

operate effectively and efficiently. The food and beverage service department usually
has the largest staff. Able leadership and supervision is required to effectively direct
the department and guide
the staff. The personnel in the food and beverage service industry require practical
knowledge of operations as even a small error can cause displeasure to the guest.
Coordination of activities of all outlets is essential to provide the guest with quality
service at all times. Teamwork is the watchword in any food and beverage service
department. A dedicated and committed team, with able leadership, under ideal
working conditions, helps in fulfilling the establishment’s ultimate goal of guest
satisfaction The important duties and responsibilities of the restaurant staffs are
discussed in this section.

Food and Beverage Manager

The food and beverage manager is the head of the food and beverage service
department, and is responsible for its administrative and operational work. Food and
Beverage Managers direct, plan and control all aspects of food and beverage services.
Food and Beverage Managers
require excellent sales and customer service skills, proven human resource
management skills, and good communication and leadership skills. Desired knowledge
for this position includes knowledge of the products, services, sector, industry and
local area, and knowledge of relevant
legislation and regulations, as well. Hence it is said that food and beverage manager is
a Jack-of- all-trades, as the job covers a wide variety of duties. In general, food and
beverage manager is responsible for:

i)Budgeting

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The food and beverage manager is responsible for preparing the budget for the
department. He should ensure that each outlet in the department achieves the
estimated profit margins.

ii)Compiling New Menus and Wine Lists

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

iii) Quality Control

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

iv)Manpower Development
The food and beverage manager is responsible for recruitment, promotions, transfers
and dismissals in the department. He should hold regular meetings with section
heads, to ensure that both routine as well as projected activities of the department go
on as planned. He must
also give training, motivate and effectively control staff.

Job Description of the Food and Beverage Manager

A.Managerial Skill and Responsibilities

1) Leadership 9) Short-Range Planning

2) Employee Relationships 10)Delegation of Responsibility
3) Employee Motivation 11)Goal-Orientation
4) Oral Communication 12)Written Communication
5) Employee Training 13)Team Development
6) Human Relations 14)Problem-Solving
7) Staff Co-ordination 15)Staff Time Management
8) Guest Relations

B.Operational Skills and Responsibilities

1.Cost Control 8.Accident Prevention and Safety

2.Employee Scheduling 9.Discipline maintenance
3.Marketing 10 Interviewing
4.Business Forecasting 11.Personnel Evaluation and appraisal
5.Menu Pricing/Planning of executives
6.Financial Planning 12.In-Charge of Facility design
7.Menu Design 13.Recruitment

Assistant Food and Beverage Manager

The assistant food and beverage manager assists the food and beverage manager in
running the department by being more involved in the actual day-to-day operations.

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This position exists only in large organizations. An assistant food and beverage
manager’s

Job includes:
Assisting section heads during busy periods.
Taking charge of an outlet, when an outlet manager is on leave.
Setting duty schedules for all the outlet managers and monitoring their performance.
Running the department independently in the absence of the food and beverage
manager.

Restaurant Manager
Restaurant Manager is responsible for directing and supervising all activities
pertaining to employee relation, food production, sanitation, guest service and
operating profits. The restaurant manager is either the coffee shop manager, bar
manager or the specialist restaurant manager. The restaurant manager reports
directly to the food and beverage manager and has overall responsibility for the
organization and administration of a particular outlet or a section of the food and
beverage service department. The restaurant manager’s

Job includes:
Duties & Responsibilities of Restaurant Manager:
1. Developing & implementing sales promotional activity.
2. Setting up service standard for all the dish and drinks served in restaurant.
3. Menu planning for daily operation and special occasions.
4. Recruiting staff & training about the service.
5. Establishing good relationship with guest.
6. Handling guest complaints.
7. Checking of logbooks
8. Responsible for profit orientation.
9. Responsible meeting all budget goals.
10. Booking for special catering events.
11. Delegating responsibilities to all staffs.
12. Maintaining of reports.
13. Ensuring coordination with kitchen personnel’s & other department
14. Responsible for ordering supplies & equipment.
15. Maintaining cleanliness &hygiene of service area.
16. Ensuring good term spirit among the staff.
17. Analyzing sales to know fast moving dishes, least preferred dishes to control the cost.

Room Service Manager

The room service manager reports directly to the food and beverage manager and is
responsible for the room service outlet. The room service manager checks that the
service rendered to the guests conforms to the standards set by the hotel He also
monitors all operational aspects of the outlet such as service, billing, duty charts,
leave and absenteeism, in addition to attending to guest complaints regarding food
and service. The room service manager is also in charge of the sales and expenditure
budget. The room service is most liable to have problems. The room service manager
should ensure coordination among the room service order taker, the captain and the
waiter. It is necessary for the room service manager to be present in the outlet during
peak hours to interact with other departments of the hotel and to take regular

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 momentums of all the equipment used In the event of the hotel offering valet service
and the room service manager takes charge of that service as well.

Duties & Responsibilities of Room Service Manager.

1. Preparing budget for the department.
2. Compiling room service menu card liaising with the chef and F & B Manager.
3. Preparing Sales Report.
4. Analyzing sales for managerial decisions on menu planning and pricing
5. Handling guest complaints and establishing good rapport with them.
6. Procuring equipment required for room service.
7. Recruiting and training staff.
8. Coordinating with other department.
9. Controlling labour cost.
10. Making sure that the department has adequate supply of materials.
11. Monitoring performance of the staff.

Bar Manager
Bar Manager organizes and controls a bar’s operations. A bar manager arranges the
purchase and pricing of beverages according to budget; selects, trains and supervises
bar staff; maintains records of stock levels and financial transactions; makes sure bar
staff follow liquor laws and regulations; and checks on customer satisfaction and
preferences. The bar manager should have gc~od interpersonal skills and good
memory. He must be efficient and speedy, must enjoy working with people. He should
have good cash-handling skills.

Duties & Responsibilities of Bar Manager.

1. Recruiting staff & training them for bar operation.
2. Monitoring performance & activities of bar & dispense bar.
3. Supervising alcohol service.
4. Forecasting volume of sales.
5. Maintaining a close watch on movement of bottles.
6. Preparing budget for bar & dispense bars.
7. Identifying alcoholic beverages suppliers and procuring from them.
8. Formulating beverage control system.
9. Purchasing bar equipment.
10. Maintaining record of stock.
11. Maintaining quality services.
12. Maintaining bar profit level in all beverage outlets.
13. Reducing Cost.
14. Handling guest complaints.

Banquet Manager
The banquet manager supervises the banquet operations, sets up break-down service
according to the standards established by the hotel He co-ordinates the banquet
service in conjunction with other departments involved and prepares weekly
schedules for the banquet personnel. From the time the bookings are done till the
guest settles the bill, the banquet manager is in charge of all aspects of banquet and
conference operations. He supervises the work of the banquet sales assistants, who do
the banquet bookings and the captains and waiters who perform the food and
beverage service activities under his guidance. He is responsible for organizing

15
everything right down to the finest detail. The banquet manager projects the budget
of the banquets, and works in close coordination with the chef in preparing menus. He
is responsible for making an inventory of all the banquet equipment and maintaining
a balance between revenue and expenditure. Banquet managers may also be
designated as assistant managers in the food and beverage service department.

Duties & Responsibilities of Banquet Manager.

1. In charger of all banquet function.
2. Discussing function arrangement details with client concerning menus, table plans, cost wine
brand, .
3. Communicating date of function, time number of guest & all other necessary details to all concerned
department.
4. Briefing the banquet head waiter about function details and getting it organized.
5. Preparing Budget for the department.
6. Procuring equipment for banquets.
7. Devising &implementing sales promotional plan.
8. Recruiting and training staff.
9. Filling of documents concerning functions.
10. Sending inter department memos.
Other Staff Designations at Various Levels
The following are the various designations with their job specifications in the food and
beverage department.

I)Senior Captain or Maitre d’ Hotel

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

Duties & Responsibilities of Maitre de Hotel(Head Waiter):

1. He is in charge of all the dining areas.
2. Ensuring good cooperation between kitchen staff & restaurant staff.
3. Ensuring proper service techniques are being followed.
4. Supervision of captain, waiters & waitress.
5. Assigning of duties to all the service staffs.
6. Taking guest reservations
7. Assigning service stations to the captains.
8. Giving requisition to procure linen, supplies like sugar, toothpicks, straws etc.
9. Checking for the maintenance job order in the dining room area.
10. Handling the guest complaints.
11. Making suggestion to guests about the food & beverage.
12. Supervising the set up of buffet counters.
13. Ensuring all the jobs & duties are finished before closing the shift.
14. Dismissal of service staffs.
15. Preparing duty rota & fixing up day off for the staff.
16. Inspecting the mise en place & mise en scene carried out of the staff.

16
 17. Inspecting personal grooming of the staff.
18. Briefing staff on service procedure & giving feedback of previous meals & appreciating service
staff.
19. Maintaining restaurant log book.
20. Preparing daily sales report.
21. Maintaining cleanliness &hygiene of restaurant.

Duties & Responsibilities of a Maitre d Hotel de Carre’(Station Head Waiter ):

1. Ensuring smooth operation of a section of the restaurant comprising up to four stations.
2. Making sure he has adequate staff to carry out work during the operation.
3. Checking grooming of the staff working in this section.
4. Briefing staff on service procedures.
5. Seeing the area is clean & tidy.
6. Inspecting the tables to see if they laid correctly and wobbling.
7. Checking if the sections have adequate table linen, napkin etc.
8. Checking the side board if they have adequate stock required during service.
9. Receiving guest and assisting them to the table.
10. Presenting menu to the guest, explaining menu ,suggesting dishes & drinks &taking order.
11. Handing over the order to the station waiter.
12. Follow for the order & dealing with any incident or complaints.

ii)Reception Head Waiter

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

Duties & Responsibilities of Maitre de Hotel(Head Waiter):

22. He is in charge of all the dining areas.
23. Ensuring good cooperation between kitchen staff & restaurant staff.
24. Ensuring proper service techniques are being followed.
25. Supervision of captain, waiters & waitress.
26. Assigning of duties to all the service staffs.
27. Taking guest reservations
28. Assigning service stations to the captains.
29. Giving requisition to procure linen, supplies like sugar, toothpicks, straws etc.
30. Checking for the maintenance job order in the dining room area.
31. Handling the guest complaints.
32. Making suggestion to guests about the food & beverage.
33. Supervising the set up of buffet counters.
34. Ensuring all the jobs & duties are finished before closing the shift.
35. Dismissal of service staffs.
36. Preparing duty rota & fixing up day off for the staff.
37. Inspecting the mise en place & mise en scene carried out of the staff.
38. Inspecting personal grooming of the staff.
39. Briefing staff on service procedure & giving feedback of previous meals & appreciating service
staff.
40. Maintaining restaurant log book.
41. Preparing daily sales report.

iii)Captain / Chef de Rang

17
This position exists in large restaurants, as well as in the food and beverage service
department of all major hotels. The captain is basically a supervisor and is in charge
of a particular section. A restaurant may be divided into sections called Stations, each
consisting of 4 to 5 tables or 20 to 24 Covers. A captain is responsible for the efficient
performance of the staff in his station. A captain should possess a sound
knowledge of food and beverage, and be able to discuss the menu with the guests. He
should be able to take a guest’s order and be an efficient salesperson. Specialized
service such as Gu~ric?on work involves a certain degree of skill, and it is the captain
who usually takes the
responsibility to do this work.

Duties & Responsibilities of a Chef de Rang (Captain):

1. Doing the Mise en place necessary for his station.
2. Sending soiled table linen for laundry and collecting clean & laundered linen.
3. Laying covers according to the meals to be served.
4. Setting up the sideboards with required items.
5. Making sure his station is clean & presentable.
6. Greeting the guests during the arrival to the restaurant.
7. Ensuring that the water is being served to the guest as soon as the customer is being seated.
8. Taking guest orders.
9. Collecting food directly either from kitchen or though commis.
10. Placing accompaniments & condiments at the right time
11. Making sure that the guest is being served in proper courses in the proper sequences.
12. Explaining menu items if required.
13. Remembering what each customer has ordered and serving according
14. Ensure that the staff handles the glassware, cutlery, & crockery carefully.
15. Presenting the bill in a folder &accepting payment and returning the change.
16. If bill is signed by a residential guest then sending to the front office so that it can be charged to the
guest.
17. Thanking the guest while they leave the restaurant.
18. Ensure that the tables are cleared and relayed.
19. Maintenance of accurate inventory & records.
20. Preparing daily sales report.
21. Completion of logbooks.

iv) Waiters / Commis de Rang / Server

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

v)Trainee / Commis De Barraseur

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

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

vii)Room Service Waiters / Chef D’etage

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

Duties & Responsibilities of Room Servicer Waiter/Chef D Etage:

1. Responsible for a complete floors in the establishment or depending upon the size of the
establishments or number of rooms.
2. Responsible for food & beverage in the rooms throughout the day.
3. He should have the proper knowledge of the food & beverage that is being served in the rooms.
4. He should have a good cooperation with the house keeping staffs.
5. Serving of bed coffee / bed tea is done by the floor waiter.
6. He responsible for the food or beverage complains which occur in the rooms.

viii)Carver / Trancheur
The carver is responsible for the carving trolley and the carving of joints at the table
as required. The carver will plate up each portion with the appropriate
accompaniment.

ix)Floor Service Staff / Floor Waiter

The floor service staffs are often responsible for an entire floor in an establishment or,
depending on the size of the establishment a number of rooms or suites. Floor service
of all meals and breakfast is offered either throughout the day or in a limited time
depending on the
size of the establishment The floor service staff would normally work from a floor
pantry or from a central kitchen with all food and drink reaching the appropriate floor
and the required room by lift and in a heated trolley.

x)Lounge staff / Chef de sale

Lounge staff may deal with lounge service as a specific duty only in a first class
establishment. The lounge staff is responsible for the service of morning coffee,
afternoon teas, aperitifs and liqueurs before and after both lunch and dinner, and any
coffee top ups required after meals. They would be responsible for setting up the
lounge in the morning and maintain its cleanliness and presentation throughout the
day.

xi)Cocktail Bar Staff

19
The person who works on the cocktail bar must be responsible, well versed in the
skills of shaking and stirring cocktails and should have thorough knowledge of all
alcoholic and non- alcholic drinks, the ingredients necessary for the making of
cocktails and of the licensing laws.

xii)Buffet Assistant I Buffet Chef/ Chef de buffet

The chef de buffet is in charge of the buffet in the room, its presentation, the carving
and portioning of food and its service. This staff would normally be a member of the
kitchen team. The cashier is responsible for the takings of the food and beverage
operation. This may include making up bills from food and drink check or,
alternatively, in a cafeteria, for example, charging customers for their selection of
items on a tray.

xiii) Counter Assistants

Counter assistants are found in cafeterias where they would stock the counter and
sometimes serve or portion food for customers. Duties may also include some cooking
of call order items.

xiv) Table Clearers

Table clearers are responsible for clearing tables and trolleys, specially designed for
good stacking of crockery, glassware, cutlery, etc.

SOMMELIER/WINE WAITER

He is responsible for the service of all alcoholic drinks at the table during the service
of meals. He should have tremendous knowledge on wines with respect to quality of
wine, age, taste, be able to read labels, right service temperatures, vintages and the
correct form of service. Traditionally a wine waiter’s duty included the service of
cigars, cigarettes, chewing tobacco and tobacco rolls. He should also be able to know
which wines are complemented best with which food.

Duties & Responsibilities of Room Service Order Taker.

1. Taking order from the guest & sending it to the room service captain.
2. Suggestive selling of dish & drinks
3. Referring to the room list to know the status of guest, room position ,validity of the order &plan in
which guest are staying.
4. Maintenance of accurate inventory & records.
5. Preparing daily sales report.
6. Completion of logbooks.
7. Making sure that the department has adequate supply of materials.
8. Handling guest and establishing good rapport with them.

20
INTERDEPARTMENTAL CO-ORDINATION

21
 PURCHASE AND
STORES

SECURITY KITCHEN

FOOD AND
BEVERAGE
HUMAN
RESOURCE HOUSE
DEVELOPMENT KEEPING

SALES & FRONT

MARKETING OFFICE

The various departments of a hotel are so closely interlinked that none can do without
the other. Therefore it becomes imperative for us to understand what communication
exists between these departments so that we may practice the same in our work
experiences.

Co-ordination as the word says implies that “it is a process whereby work which
has been sub-divided is brought together and pre-unified into specific tasks or
objectives”. The need for co-ordination and synchronization of the work of individuals
is one of the most important managerial activities. This is not a periodic activity and
has to be an ongoing process. If this co-ordination is not achieved then it will lead to

22
clients not being satisfied, loss of trade and reputation and bad balance sheet for the
organization. Let us look into this area keeping in view the F&B Department as the
central focal point.

The F&B Department has to co-ordinate with the other departments as depicted in the
illustration for the following purposes:

Kitchen: The various outlets of the F&B department are solidly backed up with the
kitchen department for the production of food and accompaniments. Staffs on both
sides have to co-ordinate in functions like receiving & placing of food orders.

House Keeping: This department plays a major role in keeping the various F&B
outlets neat, hygienic and clean at all times. The maintenance of furnishings and
upholsteries, linen, electrical and electronic fixtures are normally the responsibility of
the house keeping department. Staffs on both sides have to co-ordinate to maintain
high standards of professional upkeep.

Front Office: The F&B outlets receive information to arrivals & departure dates of
the guests which is important. By this the F&B staff knows whether the guests are
room guests or walk-ins into the various outlets. All F&B bills of room guests are to be
sent to the cashier at the Front office for computing the Grand Master bill for the
guest. Any outside reservations for dining in the F&B outlets are routed by the front
office personnel to the respective outlets.

Sales & Marketing: The personnel in this department strike deals with various
people and organizations for corporate meetings, conventions, celebrative parties, etc.
normally these parties are routed to the Banquets department in the F&B service
area.

HRD: This is an important department as F&B relies here in procuring skilled

manpower for running their operations smoothly. The salaries and other benefits,
training etc of the F&B staff are given by the HRD department.

Security: This department takes care of the valet parking services of the guest’s
vehicles that arrive to dine in the various F&B outlets. They are also concerned in
keeping anti social elements at bay as well as handling any guests that turn anti
social.

Purchase and Stores: F&B procures their stationery, alcoholic & non alcoholic
beverages, crockery, cutlery, hollowware, glassware and other proprietary
requirements that are not given by any other departments, from the Purchase and
Stores.

ATTRIBUTES OF A WAITER

23
 ATTRIBUTES OF A WAITER OR WAITRESS:
Any food service staff coming in contact with the customer is also a part of the product. The success
of any food service business depends to a great extent on the quality & behavior of the staff working. No
matter how good the quality of the food, beverage, décor & equipment, poorly untrained staff can destroy
the customer’s potential satisfaction with the product. It is also true that well trained, smart & helpful staff
can sometimes make up for aspects that are lacking elsewhere in the operation.
They should develop right habits & should possess right qualities, which include certain in born
social graces that cannot be installed by training.
The waiter is the prime person around whom the actual services of food & beverage are carried out.
A food & beverage staff / waiter should mainly have some
 Mental attributes
 Physical attributes
 Personal attributes
 Social & welfare skills
 Communication skill
 Knowledge
 Manipulation skill
1. MENTAL ATTRIBUTES:
a) Good Memory:
Good memory is an essential assert for the service staff. Good memory can help to improve work
performance because important details are not forgotten. Service staff should able to remember who has
ordered what food ,who is sitting in which table , which room number a guest is staying in, the likes and
dislikes, where they like to sit ,type of food & drink prefer .This all help the staff satisfy the guest to a great
extent.
b) Observation:
A waiter should observe and should be able to observe and able to classify customers. So
being able to treat them in the way they should wish & to address them in the most appropriate manner.
2. Physical Attributes:
All the time a waiter is on duty he is continuously under observation by a customer who is
watching how he holds himself, & how quickly he moves around
a) Grooming & Personal Hygiene:
This is of almost importance because waiters work near the guest & are always handling food
materials.. The points to be noted are.
1) Wash hands after handling raw foods, using wash room, sneezing, coughing, using a handkerchief,
& before starting any food preparation.
2) Men should be properly shaved. Females should either have a short haircut or the hair should be
tied properly.
3) Uniform should neat & clean.
4) Uniform worth should be physically fit to accomplish his work that involves long duration of
standing, walking around.

3. Personal Attributes:
a) Honesty:
A waiter should possess this quality in dealing with both the customer and the management. The
staff working should also be very honest with the executives & staffs working with him. Then there will be
an atmosphere of work which would encourage efficiency & good spirit amongst the food & beverage
service operators.
b) Loyalty:

24
 The staff should be loyalty to the establishment in which they are employed & its management & the
customer. They should not bad mouth the organization or colleagues to anyone.
c) Punctuality:
This particularly refers to the punctuality towards the duty. The staff should report at correct time
with proper uniform since the whole work done in a restaurant is manual & presence of workers in proper
time is necessary. Once a waiter is late for duty. He shows lack of interest & lack of respect towards the
management.
d) Conduct:
The waiter’s conduct should be perfect all times, especially in front of customers. The rules &
regulations of an establishment must be followed, and respect shown to all senior members of staff. Rude
behavior towards guest or arguing will damage very quickly the reputation of the establishment.
e) Personality:
The staff must be diplomatic, tactful, and courteous, good humored & of an even temper. They
must convene with the customer in a pleasing & well spoken manner & the ability to smile at the right times
satisfying both customers & management. These attributes the staff will help the management by becoming
good sales people.
4. Social & Technical Skill:
a) Attitude to customers:
The correct approach to the customer is of at most importance. Positive attitude towards guest will
make the service staff successful
 Anticipate the guest need & wishes.
 Be attentive to guest at all times during service.
 Not argue with guest.
 Not ignore guest request.
 Listen to guest complaints carefully & immediately solve whatever he can or refer to superior in
authority.
 Be proud to work.
 Take up additional responsibility.
 Show interest in learning new ideas.
b) Sales Ability:
The waiter should have the fair ability to sell the product. Since he is the front line sales personnel of
the organization, this can promote by recommending dishes (suggestive selling) & giving the right service.
c) Sense of Urgency:
It is very important to increase seat turnover & revenue during business hours. The waiter should be
quick in getting food from kitchen, serving dish ,presenting bill when completed & relaying cover for the
next arrival. These must done quickly & effectively without running around & shouting.
5. Communicative Skill:
He should have a good command over English language & should present himself well. Knowledge
of local language & foreign language is always desirable. An important part of the social skill required of a
waiter is that of being confident when he talks to important people in the restaurant. Talking to guest in
their own language is very effective & builds good relationship.
6. Product Knowledge:
The waiters must know how each dish is prepared ,portion size ,taste ,colour , garnish ,waiting
time ,accompaniments ,correct cover ,service procedure ,various drinks , special commodities, which are
seasonal in use & a basic knowledge of nutritional value of a range of food.
7. Manipulative(Controlling)Skill:
The waiter should know the basic requirement of service, use of equipment. This must be observed &
practiced as an integral part. Manipulative skills even involve basic judgment & calculations to conduct the
entire service.
8. Local Knowledge.
The service staff must have sound knowledge of the area where they work .this will enable them to
answer any queries of guest on entertainment ,places of interest ,shopping area ,transport facilities etc.

25
9. Team Spirit.
Staff should help others to perform better in their jobs & complete work as a team to satisfy customer.
10. Maximise Revenue
Cutting down cost & maximizing the revenue establishment should be prime objective to all staff.
11. Guest Satisfaction
The F& B Service staff must see that the guest have everything they receive &completely satisfied. It is a
great importance to anticipate customer needs.
12. Handling Complaints:
In case of any smaller complaints the waiter should try to solve immediately if they cannot deal
with the situation, it should be referred to the senior member of the team, who because of his greater
experience will be able to calm the guest and put right any fault. Remember that loss of time in dealing with
complaints only makes the situation more badly.

Personal Equipment of the Waiter

The professional waiter/service personnel need the following personal equipment:
 Waiter’s cloth: The size may vary from 18 inches to 20 inches in square. It has a number of uses such
as holding hot plates and dishes, crumbing, in case of spills, serving wine, around water jugs, etc.
since it is used in guest areas, it must be spotless and carried over the left wrist. It should not be used
for personal purposes, and should never be tucked in waistbands or kept in pockets.
 Ballpoint pen (click-type): The need to carry this type of pen is to take down orders where copies are
required, for faster writing, and single hand use.
 Waiter’s friend: This important equipment has multiple uses. It combines a knife for cutting foils of
the wine bottle, a corkscrew and a bottle opener.
 Matchbox/Lighter: This always comes in handy for lighting up guest’s cigars/cigarettes, etc.
Lighters, if used should not be spirit based, as they affect the flavor of the tobacco. The matchstick
should be lit away from the guest, flame steadied and then offered to the guest in such a manner,
which avoids any contact with the server.
 Note-pad: Used for taking down orders before transference into the KOT. Corrections can be made
before final entry.
PERSONAL HYGIENE OF THE WAITER
This is most important for the service staff as they are constantly handling food & beverages and
offer to go near the guest.
 Bath twice a day or at least once to avoid body odour.
 Brush teeth and use mouth wash daily.
 Have regular dental check up for good dental care.
 Wash hands frequently, especially after the use of toilet.
 Keep shoes well polished.
 Wear clean & well laundered uniform.
 Healthy eating habits
 Adequate sleep.
For Male Staff
 Should shave daily
 Hair must be short & well groomed
 Nails should be clean & well trimmed
 Beard & moustache should be trimmed
 Should not use excessive or strong body spray or perfume.
For Female Staff
 Hair should be short or tied up with buns
 Excessive make up should be avoided
 Nails should be clean and well trimmed
 Jewellery should not be worn, however wedding engagement brings & simple ear stud
is allowed.

26
  Stock should be clean
 Sandals with high heels, slippers are not acceptable.

Dos and Don’ts of a Waiter.

Do’s
1. Should create good mood for the guests, be friendly and courteous and make the
guest feel at home.
2. Must use etiquette phrases in a pleasing and sincere manner.
3. Speak clearly and pronounce your words properly.
4. Keep voice low when speaking to guests.
5. Should answer the guests questions.
6. Do not gather in groups to discuss personal matters.
7. Do not raise your voice to call another person.
8. Do not whistle, hum or chew, smoke or eat in public areas where guests can
see you or hear you.
9. Do not crack jokes
10. Learn all details about the establishment.
11. Ensure the tables are clean and table cloths are spread evenly on all sides.
12. Chairs are dusted and properly arranged
13. Table is set up correctly, the silver is polished and the china and glassware
are spotlessly clean.
14. Escort the guests to the table and seat them properly by pulling the chairs.

Don’t’s
1. Do not judge a guest by his appearance, age or manner.
2. Never correct guest pronunciations of a word.
3. Avoid occasional temptation to be come overfriendly with guests.
4. Do not discuss politics, religion or any other controversial issues
5. Refuse to assist a guest or seating a guest.
6. Don’t keep the side station dirty.
7. Touching food with ones hands.

27
 DINING ETIQUETTE

Etiquette affects almost every aspect of dining. Dining etiquette rules

apply before you ever take your seat and continue after you excuse
yourself from the table. This dining etiquette reference is divided into
six (6) sections: Table Manners, Table Setting, Restaurant
Etiquette, Business Dining Etiquette, Wine Etiquette and International
Dining Etiquette.
TABLE MANNERS
THE BASICS
For almost all meals, if you are wondering what utensil to use, start
from the outside and work your way in. So, if you are served a salad
first, use the fork set to the far left of your plate.

Your water glass is the one above your knife in your place setting.

Don't chew with your mouth open.

TABLE MANNERS

Table manners rules are not complicated, but will help you make a
great impression at your next meal.

1. SEATING ETIQUETTE
Your host may have seating arrangements in mind, so you should
allow him to direct you to your seat. As the host, you should suggest
the seating arrangements.
In a restaurant, the guest of honor should sit in the best seat at the
table. Usually that is one with the back of the chair to the wall. Once

28
the guest of honor's seat is determined, the host should sit to her
left. Other people are then offered seats around the table.
2. NAPKIN ETIQUETTE
At informal meals, place the napkin in your lap immediately upon
seating. During formal occasions, before unfolding the napkin, wait
for the hostess to remove her napkin from the table and unfold it in
her lap.
Read more table manners tips for using your napkin in the napkin
etiquettesection.
3. FOOD SERVICE ETIQUETTE
During service of a formal dinner, the food is brought to each diner at
the table; the server presents the platter or bowl on the diner's left.
At a more casual meal, either the host dishes the food onto guests'
plates for them to pass around the table or the diners help
themselves to the food and pass it to others as necessary.
4. THE TABLE SETTING
Deciding which knife, fork, or spoon to use is made easier by the
outside-in table manners rule – using utensils on the outside first and
working your way inward. Our table setting section discusses in
greater detail what you'll see at the table.
5. WHEN TO START EATING
At a small table of only two to four people, wait until everyone else
has been served before starting to eat. At a formal or business meal,
you should either wait until everyone is served to start or begin when
the host asks you to.

6. HANDLING UTENSILS
The continental table manners style prevails at all meals, formal and
informal, because it is a natural, non-disruptive way to eat.
 Hold your fork in your left hand, tines downward.
 Hold your knife in your right hand, an inch or two above the plate.
 Extend your index finger along the top of the blade.
 Use your fork to spear and lift food to your mouth.
 If your knife is not needed, it remains on the table.

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At informal meals the dinner fork may be held tines upward, American table manners
style.

7. PASSING THE FOOD

Pass to the right. One diner either holds the dish as the next diner takes some food, or
he hands it to the person, who then serves herself. Any heavy or awkward dishes are
put on the table with each pass. Special rules apply topassing salt and pepper and
passing bread and butter.
8. RESTING UTENSILS
When you pause to take a sip of your beverage or to speak with someone, rest your
utensils by placing your knife and fork on your plate near the center, slightly angled in
an inverted V and with the tips of the knife and fork pointing toward each other.
9. MEALS END
At a formal affair, plates are removed by a professional staff. But as most informal
meals are served without help, the hostess clears the plates, often with the help of a
guest or two. At a family meal, members clear their own plates.

Leaving the dining room. To signal dinner is concluded, the hostess catches the eye
of the host, lays her napkin on the table, and suggests that everyone go into another
room for coffee and after-dinner drinks. The hostess rises from her chair.
When it's time to leave, rather than detain one's host with a lengthy good-bye, make
the departure brief but cordial.

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