Professional Documents
Culture Documents
Chapter - 1
Chapter outline
1.1.1 Introduction
1.1.2 Functions of an organization chart
1.1.3 Organization chart of a hotel
1.1.4 Organisation chart of a food and beverage department
1.1.5 Organisation chart of a kitchen
1.1.6 Organisation chart of a beverage department
1.1.7 Organisation chart of a restaurant
1.1.8 Responsibilities of various positions in a restaurant
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1.1 INRODUCTION
An organization chart does not only show the various departments within a hotel
but also the relative staff positions within each department. This chain of
command facilitates the flow of informing up and down the hierarchy and helps
eliminate incidences of “double bossing”. It also allows all employees to see:
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General Manager’s
Office
Finance and
Accounting Division
Sales &
Food & Beverage Rooms Human Resources
Marketing
Division Division Division
Division
Mail Room
Restaurants
Kitchen Concierge
Engineering
Stewarding Department
Department
Housekeeping
Department
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Chief Steward
Executive Chef
Beverage Manager
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Executive Chef
Sous Chef
Commis –I Commis –I
Commis - II Commis - II
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Beverage Manager
Bar Manager
Senior Bartender
Bar Captain
Manager
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Restaurant Manager
Server
Commis Server
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______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
________________________
• supervising Staff
• selling and Promoting Restaurant
• maintaining good staff and Customer Relations
• checking on food, beverage and service quality
• performing table side preparation (in fine dining
restaurant)
• drawing up the duty rosters for the restaurant staff
• conducting on–the–job training for the restaurant
staff
• overseeing daily roll-call / pre-service briefing
1.8.3 Hostess
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___________________________________________
___________________________________________
___________________________________________
___________________________________________
___________________________________
1.8.4 Captain
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1.8.6 Waiter
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1.8.7 Busboy
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CHAPTER 2
SUPPORT SERVICES
Chapter outline
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• Housekeeping Department
• Engineering Department
• Front Office Department
• Security Department
• Finance / Accounts Department
• Human Resource Department
• Sales and Marketing Department
• Other departments within the Food and Beverage
Division
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• Marketing
• Public relations
• Catering sales
• Room sales
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• Laundry
• Contract cleaning of back-of-the-house areas such
as kitchens
• General maintenance of customer areas
• Fabrication, maintenance or repair of furniture and
equipment
• Landscaping services
• Supply of floral arrangements
• Contracted security services
• Printing and graphic design work
• Catering of staff meals
• Catering for specialized meals (Muslim Halal
meals, vegetarian, etc.)
• Provision of props and decorations for banquet
function rooms
• Photography and video-taping services
• Rental of audio-visual equipment e.g. karaoke
equipment
• Entertainment services such as musicians,
magicians, disc or karaoke jockeys, dancers
(cultural, modern, ethnic or non-ethnic), master of
ceremonies, etc.
• Housekeeping Department
The Housekeeping Department may co-ordinate
the following external support services:
laundry services;
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• Banquet Operations
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• Kitchen
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• Stewarding Department
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• Engineering
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CHAPTE
R-3
Chapter Outline
3.1 Introduction
3.2 Restaurant
3.3 Theme Restaurant
3.4 Types of bar set-ups
3.5 Types of beverage outlets
3.6 Other food service operations
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3.1 INTRODUCTION
3.2 RESTAURANTS
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Seating capacity
Atmosphere
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Operational hours
Expensive, fine, rare wines and spirits from the top notch
producers, shippers and vintages are offered in these
restaurants.
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Target market
• Service equipment
• Entertainment concept
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• Pricing
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3.2.2 BRASSERIES
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• Seating capacity
• Atmosphere
• Operational hours
• Target market
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• Service equipment
• Entertainment concept
• Pricing
Brasserie or not?
Some restaurants might include the term ‘brasserie’ in their names but most do not fit
the characteristics stated here as the level of the service provided is more typical of
coffee houses.
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• Seating capacity
• Atmosphere
• Operational hours
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• Target market
• Service equipment
• Entertainment concept
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• Pricing
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o Cafeterias
o Delicatessens
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• Cafeterias
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• Delicatessens
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• Fast-food outlets
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• Snack bars
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Non-theme restaurants
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o Display bars
o Service bars
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BAR COUNTER
Entry
&
Exit
BAR COUNTER
Island Bar Counter
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Entry
&
Exit
WALL
LEGEND
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Cocktail bars
Pubs
Lounges
Discotheques
Night- clubs
Pool- side bars
Micro- breweries
Wine bars
Gourmet coffee bars and tea houses
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Cocktail bars:
3.5.2 Pubs
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Pubs:
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3.5.3 Lounges:
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3.5.5 Night-Clubs
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Features of Night-Clubs:
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SUNKEN
POOL Bridge to and from Bar
BAR
SWIMMING POOL
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3.5.7 Micro-breweries
Brewing and
maturing tanks
Upper floor
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Micro-breweries:
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Wine bars:
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Tea Houses:
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• Airlines
• Cruise Ships
• Luxury Trains
• Institutions
• Home Delivery
• Off-premise Catering
3.6.1 Airlines
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Like ships, the types and quality of food and beverages for
to passengers are dictated by the type of train service in
question. Passenger trains that travel over long distances
are more likely to make provisions for serving food and
beverage for its passengers than fright trains. Luxury
passenger trains are those which provide travellers with
luxurious, well appointed accommodation on board a train
where upscale dining facilities exist. Amongst some of the
best known luxury train services are:
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3.6.4 Institutions
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• Prisons
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• Military
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CHAPTER - 4
OPERATION EQUIPMENT
Chapter outline
4.1 Introduction
4.2 Types of operating equipment
4.3 Cutlery
4.4 Ceramics
4.5 Glassware
4.6 Linen
4.7 Purchasing operating equipment
4.8 Setting operating equipment par stocks
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4.1 INTRODUCTION
• Guéridon
• Room service Trolley
• Cold appetizer Trolley
• Carving wagon
• Flambé trolley
• Dessert trolley
• Chafing dishes
• Coffee urns
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• Speed up service
Carving wagon
Cheese trolley
Dessert trolley
Digestif trolley
• Very expensive
• Bulky and take up valuable seating space in the dining
room.
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• Tableware
• Ceramics
• Glassware
• Linen
4.3.1 Tableware
• Cutlery
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• Silverware
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4.4 CERAMICS
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• Earthenware
• Pottery
• Stoneware
• Fine china
• Porcelain
• Bone china
• Restaurant chinaware
• Earthenware
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• Pottery
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• Stoneware
• Fine china
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• Porcelain
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• Bone china
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• Restaurant chinaware
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• Well glazed
• Strength
• Resilience
Resilience describes the ability of the ceramics to
withstand physical shocks. The use of strengthening
compounds such as aluminum oxide and the degree of
vitrification add to the resilience of the ceramic.
• Thickness
Doubling the weight of the clay in a ceramic increases
the strength of the ceramics by 75%
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• Fashioning
Ceramics that have a rolled, scalloped rim or edge
helps protect it against chipping when the edges
collide against other ceramics or hard surfaces.
• Well strength
The amount of clay that is put into the centre or well
of each piece of ceramics determines its strength.
Ceramics with more clay in the well are thus less
likely to shatter or crack.
• Design
A compact shape is less likely to break that one that
flares outwards.
• Aluminum oxide
Aluminum oxide (a malleable metal) when added to
clay gives the ceramics strength. Products made with
aluminum oxide can thus be made thinner and finer. In
addition, the aluminums oxide also helps the glaze
adhere to the finished ceramic.
• Glazing
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GLASSWARE
• Common glass
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• Crystal
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• Corning ware
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• Pyroceran
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• Thickening
This process adds more glass at strategic points of stress
to strengthen the glass. The rolled edge on a glass rim,
extra thick stem to bowl joints and bases are two ways of
strengthening glassware.
• Shaping
Glasses with curved sides are much stronger than those
straight sided. Glasses with rims that flare out and tall
glasses with thin stems are all weaker as a result of their
designs.
• Annealing
In annealing, hot molten glass is cooled very gradually.
The slow cooling process gives extra strength to the glass
as any stress on the surface is eliminated.
• Heating
In this process, hot molten glass is first annealed and then
reheated to melting point. It is then treated with a blast of
cold air which shrinks the surface of the glass forming a
‘skin’ while the glass inside is still molten. As the molten
glass cools, it shrinks and pulls in the outer surface layer
strengthening the glass. The end product is extremely
strong. However, as the process creates a great deal of
stress on the glass, production costs increases as the
rejection and damage rate is high.
• Compounds
Glass may be strengthened by the addition of compounds.
Pyroceran is an example of glass that is stronger through
the addition of a compound.
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4.6 LINEN
• Table mats
• Glass cloths
• Waiters cloth
• Rags
• Napkins
• Table skirting
Table mats
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Glass cloths
Waiter’s cloth
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Napkins
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Table skirting
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• Linen
• Cotton
• Synthetic fibers
• Combination fabrics
• Linen
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• Synthetic fibers
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• Combination fabrics
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Polyester-cotton fabric
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• Continuity of stock
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CHAPTER - 5
Chapter outline:
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5.1 INTRODUCTION
• Type of establishment
• Expectation of customers
• Expected turnover
• Type of menu featured
• Table service
• Assisted service
• Self-service
• Single point service
• Specialized or in situ service
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• Buffet service
• Cafeteria service
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• Self-service buffet
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• Assisted-buffet service
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Counter
Free-flow
• Counter
In cafeteria counter service, customers form a queue
past a service counter and choose their food and
beverage in stages and load them onto a tray. Payment
is then made at the end of the queue.
• Free-flow
In cafeteria free-flow service, customers move at
will to random service points and may only form a
queue at those points. Customers exit the service
area via the cashiering point(s) to reach the dining
area.
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5.6.3 Kiosks
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• Tray service
• Trolley service
• Home delivery
• Drive in and/or drive through
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• Counter service
• Tray service
• Velvet service
• Bottle sale service
Counter service
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Tray service
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CHAPTER -
6
MENUS
Chapter outline:
Introduction
Sequence of courses in a classical French menu
Types of menus
Menu planning considerations
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6.1 INTRODUCTION
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6.3.1 A la carte
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• Plat du jour
• Carte du jour
• Menu dégustation
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• Banquet menus
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• Festive menus
These menus are specially created for festive
occasions such as St.Valentine’s Day,
Thanksgiving, Christmas, Chinese New Year,
etc.
Such menus are used for short periods only-
from a single evening to a fortnight
These menus may take the from of an a la
carte, a set or buffet menu.
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• Promotional menus
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