Short Notes on Basics of F&B Service

Aboyer

Aboyer aids the communication between the kitchen and restaurant. He receives the food
order from the service staff and announces the order to the kitchen. Aboyer is responsible for
hot plate section of the pantry.

A la carte Menu

A la carte menu is a type of menu, where the food items are priced individually. Literary
meaning of a la carte is “from the card”

American service

It is a type of table service. In American menu the food is pre-plated and portioned at the
kitchen. This type of service is relatively less formal and seen in coffee shops.

ABC

ABC stands for Ashtray, Budvase and Cruet. ABC is kept at the centre of the table while
laying the cover.

Back of the House

Back of the house is the ancillary area of the restaurant, where all the supporting service is
carried out. Some of the back of the house sections are pantry, dishwashing, hot plate, still
room etc.

Bain Marie

Bain Marie is equipment that holds the Food hot. The equipment contains cylindrical drum,
which is heated with water. Bain Marie is usually used in Hot Plate section of the pantry.

Barker

Barker is another term for Aboyer. Barker is the person who communicates between service
and kitchen and help to pick up the food in time. Usually the order taken by the waiter is
hander over to the Barker.

Bone China

It is a white translucent ceramic material made from kaolin, china clay and bone ash. It is
used in restaurant to serve various dishes.

Briefing
Briefing is done prior to the opening of the restaurant. In the briefing the senior most staff
gives instructions to the junior staff with regard to availability of dishes, special items of the
day, and also some training.

Buffets

Buffet is a type of assisted service, where food and beverage is displayed at counters. Waiter
assists at the counters to take the food from the counters or the guest help themselves.

Bus Boy

Bus boy is a person who helps the waiter. The main responsibility of a bus boy is to bring the
food from the kitchen and also do the clearance of plates from the table.

Carousel

Carousel is a circular counter that revolves to display the food items. The carousel is fitted in
such a way that the one side is always inside the kitchen and other side is in the service area.
As the carousel revolves the counter is filled up from the kitchen and guests selects the food
as it revolves.

Carte du jour

Carte du jour means “card of the day”. It is used to highlight the special dishes of the day.
carte du jour is actually an supporting menu to the main menu.

Chafing dish

It is a hollowware used to keep the food warm usually in buffet service. Chafing dish has a
water container, which is the base, food container and place for fuel. Using the fuel the water
is heated up and in turn the food is heated up with the hot water.

Cover

Cover is the space on the table allotted for table-wares to the guest to consume his/her meal.
The size of the cover is 24 inch * 18 inch.

Cutlery

Cutlery is the term denotes all the cutting implements such as knives. Cutlery can be made of
EPNS or stainless steel.

Demi-tasse

Demi-tasse means half cup. It is used to serve coffee except breakfast. Size of demi-tasse is
75 ml.

Dummy waiter/ Demi waiter

Dummy waiter is another term for side board. it is a restaurant furniture and used to keep all
the serving equipments for a meal session.

Elevenses

Elevenses is a meal served at 11 o’ clock. It includes the food items as biscuits, cake etc. and
usually offered to children.

Gueridon trolley

It is a mobile trolley from which the gueridon service is done.

Hostess

Hostess is a member of restaurant brigade. Duty of hostess includes taking restaurant

reservation and receiving them at the door.

Indian breakfast

It is a type of breakfast, which includes Indian dishes such as dosha, idly, chapathi etc. served
with chutney and vegetable curries. There are two types of Indian breakfasts viz. North
Indian and South Indian.

Lounge service

It is a type of specialized service. Lounge service is done at the lounge of a hotel. Items such
as morning tea, afternoon tea, and alcoholic beverages are served in the lounge.

Maitre d’hotel

Maitre d’hotel is the Supervisor of the a F&B outlet. He looks after the day to day operations
of a food service outlet.

Menu

Menu is a list of food and/or beverage than can be served to a guest at a price. It helps guests
to select what they would like to eat and/ or drink. It is a document that controls and directs
an outlet’s operation and is considered the prime selling instrument

Mise-en-scene

It means prepare the environment of the outlet before service. Mise-en-scene includes
preparing the restaurant welcoming, create ambience with regard to cleanliness, furniture
setting and temperature.

Mise-en-place

Mise-en-place means “putting in place” and the term denotes to the preparation of a work
place for ultimate smooth service. To ensure that the restaurant is ready for service the waiter
makes sure that this station has been efficiently prepared for service.
Napkin

Napkin is restaurant linen. Napkin is used to decorate the table using various folds and also
used to keep on the lap of the guest to protect their clothes during service.

Sommelier

Sommelier is the French term for wine waiter. He is responsible for the service of all
alcoholic drinks during the service of meals, and is also a sales person. He requires to have a
thorough knowledge of beverages and wines as food accompaniments.

Trancheur

Trancheur is the French term for carver. His responsibility is to carve the meat joints in front
of the guest and serve to them.

Salesmanship

The food and beverage service personnel are technical salespersons, hence they should have a
thorough knowledge of the proper presentation and service of all the food and beverage
served in the establishment

Tableware

Table ware is a type of restaurant equipments used to keep on the table. Table ware includes
flatware, cutlery and hollowware. Table ware is made either EPNS or stainless steel.

Silver Dip

Instantly removes tarnish from silverware, silver plate, cutlery and small silver items.
Quickly cleans even difficult to reach places such as between fork tines. Gives silver a
brilliant shine. Just dip, rinse and dry
Polivit
Polivit is the one of the fastest methods of cleaning silverware. For this one needs aluminum
foil, baking soda, shallow pan and a clean cloth. The baking soda will "polish" the silverware,
removing dirt, stains, and grease. Rinse the silverware thoroughly under warm, running water.
Air-dry the silverware on a clean towel. Buff the silverware with a soft, clean cloth.
Burnishing machine
This is a revolving drum like container using for cleaning silver ware, with safety shield
attached to it.. The burnishing machines are attached with ball bearing to run that effectively.
Soap power is used to clean the silver ware hygienically.
Thermal shock
Thermal shock is the result of glass experiencing a sudden temperature change. Glass holds
temperature, and a rapid change in temperature can cause enough stress to result in breakage.

Mechanical shock

Mechanical shock in glassware is the direct result of contact with another object, such as a
spoon, a beer tap, another glass, or a piece of china. This kind of contact can cause a minute
abrasion, invisible to the eye, but a source of weakness in the glass, making it more
susceptible to breakage from impact or thermal shock.
Disposables
Disposables are use and throw products used in the service of food and beverage
productsThis is largely due to the increasing demand for fast food items. There are different
types of disposable used in the catering business and mostly they are used in outdoor
catering, vending machines, fast food outlets & hotels
Special equipments
Special equipments are for specialized services. They are not used in regular services.
Specialized equipments are divided into Trolleys and Miscellaneous equipments. Some of the
trolleys used in a restaurant are gueridon trolley, bain marie, vending machine, hot plate etc.
EPNS (Electro Plated Nickel Silver)

EPNS is Silverware made of silver plating. Silver plating is a thin layer of silver on top of
another metal. It is made by an electrical process, hence the name – Electroplated Nickel
Silver. Cutleries and crockery’s of high class establishments are made out of EPNS which
includes different types of forks, knifes, pots, plates, salvers etc.

Table d’hôte or a fixed menu

Table d’hôte refers to a menu of limited choice. It usually includes three or five courses
available at a fixed price. It is also referred to as a fixed menu. This term is known to caterers
by its abbreviation TDH menu. A table d’hôte menu is a complete meal at a predetermined
price.

A la carte menu

A la carte menu is a multiple choice menu, with each dish priced separately. If a guest wishes
to place an order he selects the item from the menu and pays for the order he made. In an a la
carte menu all items are cooked to order and served with accompaniments.

Hors d’oeuvre

Hors d’oeuvre course aimed to stimulating the palate, and consists of small tasty dishes, using
a large array of different items such as anchovies, olives, cheese and smoked fish. They are
often referred to a starters or appetizers. This course could also include salads.

Entrée

Entee is the first meat in a French Classical menu. It usually comprises a dish made up of
steak, cutlets, casseroles or stews. Some example are Steak au poirre, Veal cutlets, and Irish
stew.

Dessert

This is the fruit course in the French classical menu and usually presented in a basket
(Corbielle de Fruits) and placed on the table, as part of the table décor, and served at the end
of the meal. All forms of fresh fruit and nuts may be served in this course.

Table Service
It is a type of service. Table service is the service done at the table, where the guests are
seated. In the table service either service personnel or waiter serves the food to the guests or
the guests help themselves.

American service

American service is a pre-plated service which means that the food is served onto the guest’s
plate in the kitchen itself and brought to the guest. The portion is predetermined by the
kitchen and the accompaniments served with the dish balances the entire presentation in
terms of nutrition and color. This type of service is common in a coffee shop where service is
required to be fast.

English service

English service is often referred to as “Host Service” or “Silver service”. The food is brought
on platters by the waiter and is shown to the host for approval. The waiter then portions the
food and serves to the guest plate.

French service

It is a very personalized service. Individual portioned food is brought from the kitchen in
dishes and slavers which are placed directly on the table. The plates are kept near the dish and
the guests help themselves.

Russian service

Table is laid with food for guests and presentation is done elaborately. Guests help
themselves. This is an elaborate silver service much on the line of French service. Display
and presentation are the major part of this service. Some parts of the service such as carving
and portioning etc are done by the waiter.

Gueridon service

This is a service done from the gueridon trolley. The cooking is done at the gueridon trolley
place near the guest table and service is done at the guest table. The waiter plays an important
role as he is required to fillet, carve, flambé and prepare the food with showmanship.

Self Service

In the self service the service is done by customer themselves. The guests collect the food
from the counters and then he/she may sit at the table or stand at high table to have the food.

Counter service

Counter service sometimes called cafeteria service. The guests come in line, collect their food
from the counter and seat at the table to have the food. Food may be grouped together such as
cold and hot, or main course and desserts etc. In some places the guests also have to clear the
empty plates and cutleries after having the food.

Echelon
In echelon service the counters are arranged in such a way that it provides better view of the
foods and arranged in angular way.

Carousel

The carousel is a circular counter that revolves to display the food items. The carousel is
fitted in such a way that the one side is always inside the kitchen and other side is in the
service area. As the carousel revolves the counter is filled up from the kitchen and guests
selects the food as it revolves.

Carvery

Cavery is a type of assisted service. This service method includes both table service and self
service. Some parts of the service is done by the waiter at the table and some parts of the
service is done guests themselves.

Take away

The food order is placed at a counter and the food is collected from the same counter and take
the food away from the premises for consumption.

Drive thru

The customer drives the vehicle to the counter and orders and collects the food and leaves the
counter.

Vending Machine

The customer inserts the value of the food item displayed in the vending machine and selects
the food by pressing a knob. The vending machine dispenses the selected food. The vending
machine can dispense hot or cold food.

Food courts

Food courts include series of individual counters where customer may either order and eat, or
buy from a number of counters and eat in separate eating area.

Kiosks

Kiosks are outdoor arrangements that provide food and beverages to people in a specific
location.

Specialized Service/ In-Situ

In-situ service is the service provided at the place, which is primarily not meant for service.
Examples of in-situ services are:

Tray service
In the tray service the food and beverages are brought in a tray and given to guests. Such
service are seen in hospitals, guest rooms etc

Room service

In room service the service of food and beverages are done in the guest room. The food is
taken to the guest room in a tray or room service trolley.

Drive-in service

The guests order the food from the vehicle parked at designated areas and service is done at
the vehicle. The food is placed on trays that are clipped in the door or steering wheel.

Lounge service

In lounge service the food and beverage is served at the lounge area of a hotel

Mise-En-Scene

Mise-en-scene is the preparation of the environment of the restaurant before starting the
service session. Creating a pleasing, safe and hygienic environment is the main task in the
Mise-en-scene. For the waiter the restaurant is the service area. Before each service session,
the restaurant should be made presentable enough o accept guests.

Mise-En-Place

Mise-en-place means “putting in place” and the term denotes to the preparation of a work
place for ultimate smooth service. To ensure that the restaurant is ready for service the waiter
makes sure that this station has been efficiently prepared for service.

Guest Service Cycle

Guest service cycle refers to the activities provided to the guests while in the restaurant.
Guest service cycle is the process, which repeats to every guest. Learning guest service cycle
is very important, because a good waiter should know what are the activities done in the
restaurant during the service.

Social Skill

Social skill is a skill, which enable us to deal with social situations. Social skills have an
important part to play in food and beverage service. Because service is about meeting the
guest’s psychological needs and making him feel welcome, and social skills are essential part
of this process. Social skills can be used for selling of food and beverage products also.

Kot/ Bot Controll System

A variety of control systems are used in the hotel industry. One such important control
system is the KOT control. When an order is taken from a guest, it is ordered in triplicate on
a Kitchen Order Ticket. One copy goes to the kitchen, against which the chef prepared the
dishes ordered for. The second copy goes to the cashier to make the bill. The third copy is the
waiter’s copy, against which the food or beverage to be served to the guest is picked up

Specialty Restaurant

Speciality restaurant is a restaurant serves specialized cuisines. Service in a specialty

restaurant is both formal and stylish. The prices tend to be high because of higher overheads.
The menu may be an a la carte, buffet, or a table d’hote. Waiters should be highly skilled, as
specialized services such as preparation of food at tables and flambés, may have to be done.

Coffee shop

Coffee shop is a 24 hours F&B outlet. Usually coffee shop situated near to the lobby of a
hotel. Style of service is American that is pre-plated. The menu of coffee shop is varied.
Menu comprises of Full-day menu or according to meal session.

Cafeteria Service

This service exists normally in industrial canteens, colleges, hospitals or hotel cafeterias. To
facilitate quick service, the menu is fixed and is displayed on large boards. The guest may
have to buy coupons in advance, present them to the counter waiter who then services the
desired item. Sometimes food is displayed behind the counter and the guess may indicate
their choice to the counter attendant. The food is served pre-plated and the cutlery is handed
directly to the guest. Guests may then sit at the tables and chairs provided by the
establishment.

Fast food Service

There is a predominant American influence in fast food style of catering. The service of food
and beverages in a fast food restaurant is at a faster pace, than at an a la carte restaurant as the
menu is compiled with a special emphasis on the speed of preparation and service. To make
this type of service financially viable, a large turnover of customers is necessary. The
investment is rather large, due to the specialized and expensive equipment needed and high
labor costs involved.

Room service

Room service is offered to the resident guests. Guests order food and/ or beverages to the
kitchen and order is taken by the room service order taker. Once the order is taken then it is
passed to the kitchen. Once the order is ready the room service waiter serves the food and/ or
beverage at the room. Along with the food, the bill is also presented to guest to be signed or
payment.

Banquet Service

Banquet functions are the services provided at a fixed time and at a fixed venue. The banquet
service is inevitable in a hotel due to its revenue earning potential. The reason is that banquet
can offer service to a large number of guests at a time. Banquet service can be formal or
informal.
 Bar service

There are normally two kinds of bars in Indian hotels. One is the public bar, and the other is
the service or dispense bar. The public bar is located in the public areas, and is used for the
service of paying customers, be it in-house guess or non-residents. The dispense bar is used
for dispensing drinks to other outlets of the hotel such as coffee shop, room service outlet,
banquets and the specialty restaurant. It is generally located in the back area of the hotel and
is open round the clock. It should be adequately equipped to meet the demands of all the
outlets.

Vending Machine

Vending machines are machines dispensing food and beverages and placed at various places.
The main advantages of vending machines are the convenience. But the main disadvantage is
the limited choice. Vending machines does not require the help of service staff to operate.

Ancillary Areas and Services

Ancillary areas are the supporting areas of F&B service department. Without the help of the
ancillary departments F&B service department cannot work smoothly. In this regard the
ancillary departments are very important for F&B service department. Major ancillary
departments in a five star hotel are the following.

1. Pantry

2. Still room

3. Silver room

4. Linen Room

5. Hot plate

6. Wash-up area

7. Kitchen stewarding

Pantry

Pantry is the area situated between the Kitchen and Restaurant. Pantry consists of the
following sections. Hot plate or food pick up area, Place to keep dirty plates and glasses,
Place or box to keep soiled linens, Place to keep clean plates and cups, A sink to wash small
equipments such as glasses and cups, A dispense Bar

Still Room

It is one of the very important supporting areas in the food and beverage department of the
hotel. It provides the food and beverages for the service of meals which are not provided by
the kitchen. The still room makes all the hot and cold non-alcoholic beverages needed for the
restaurant.
Silver Room

Silver room is the place where all the silver wares are stored and cleaned. Still room holds the
complete stock of all the silverware such as flatware, cutlery, hollowware etc. separate
storage areas would be allotted to store different types equipments. It is very important area
that the silver room should contain space for silver cleaning.

Linen Room

The linen room is important back of the house service area in a hotel. The linen room should
stock minimum linen and uniform required to meet the daily demands so as to ensure smooth
operations. Linen is changed daily in the restaurant and it is exchanged one on one basis from
the linen room.

Hot plate

Hot plate is the food pick up area of the pantry. The service personnel is not allowed to enter
the kitchen nor wait till food is being prepared. The waiter is hands over the KOT (Kitchen
Order Ticket) to the Aboyer, who is in-charge of hot plate and in-turn aboyer announces the
order to the kitchen. Once the order is being prepared kitchen staff keeps the cooked food in
the hot plate.

Wash-up area

The wash-up area comprises of wash sinks, dish washing machines, rack to keep cleaned
dishes, and tables. All the utensils are washed, cleaned, dried and keep here for further use.

Kitchen stewarding

This department primarily controls the storage and issue of cutlery, crockery, hollowware,
chinaware, glassware to the different food and beverage outlets and kitchens. Kitchen
stewarding department supplies all cleaned service equipment to waiter. This department is
also responsible for washing solid service ware and subsequently furnishing clean items.