F AND B SERVICE – 1 UNIT 1 ( FIRST YEAR )

INTRODUCTION TO CATERING

Ancient times

• Mainly the evolution of catering came from travelling.

• In the very early days along the vast Roman highways rest houses were established
where food & shelter were given to the travelers , military troupes & also to the
civilians.

• Travelling flourished in Greek & Roman empire.

• Long highways dotted with inns , taverns were built from Athens & Rome to other parts
of Europe.

• Empire in China & Maurya empire in India were known for providing extensive facilities
to the travelers.

• Road networks & serais were looked after by the State at no cost.

• Throughout the middle age this type of work was performed by the monasteries & in
some cases by the great landowners in Europe for the benefit of the travelers &
pilgrims.

• Greeks used to hold annual festivals to attract travelers from all over the world.

• One important festival was the Olympic games . People used to come from far & near to
see Greek theatre on tragedies & comedies.

• With the help of vast slave community Roman empire made a massive infrastructure of
travel & tourism with excellently planned network of roads & waterways.

• Greek & Latin became the official language all over Europe , Roman coins were the
official currency all over Europe.

• Annual Gladiatoral contest & Chariot race used to attract thousand of people.

• Several expeditions crossed from Greece via Persia or Mesopotamia to India.

• Greek accounts mentioned that in India Chariot roads were well laid out & horses ,
elephants & camels were a common mode of transport.
 • Travel on inland waterways was also under State protection & regulation.

• Foreigners were accommodated in serais at the city gates where all services were
provided to them.

• There was strict control over the movements of travelers in the city. They had to carry a
note for safe passage from one territory to another.

• Silk route was made in 2000 BC & was the earliest indication of Intercontinental trade &
travels from Asia to Europe via Tibet , Afghanistan , Persia , North of Middle East ,
though it was used more for business than for mere travel.

Modern Times

• Since the beginning of time people have eaten meals away from home. They eat out on
food gatherings ( shopping ) trips or on hunting ( business ) trips. Reasons for eating out
has not changed very much over the years.

• Coaching Inns were established in mid-eighteenth century , where food , shelter & rest
were provided to those travelling in coaches or on horses.

• It is reported that in 1650 AD an American named Pascal had first introduced “Cafe” in
Paris & “Coffee shop” in London.

• By 1800 AD several restaurants were flourished in Paris.

• In the early days in towns the inns were called as taverns , catering houses etc.
American taverns were first used as a meeting place instead of using it as a place of
shelter.

• The invention of Railways in 1826 brought a new possibility of travelling in the world.

• Due to technological breakthrough in the transport sector the travel time was drastically
reduced.

• Railway companies built hotels at all main line stations on their routes & provided
service in the best traditions of the Inn.

• The Railway companies also provided refreshment rooms at every major stations & put
dinning cars on long distance trains so that travelers could enjoy breakfast , lunch &
dinner during their journey.
 • The real growth of the modern hotel industry took place in USA beginning with the
opening of the city hotel in New York in 1794.

• In New York the Delmonico brothers from Switzerland opened a Pastry shop & Cafe in
1827.

• A few years later they opened their first restaurant in New York city & the art of food
service began to be recognized as an important part of the dining experience.

• The innovation of airways following the steam ships & ocean liners brought the
countries in very close contact.

• The catering industry as we know today took almost 300 years to develop.

• The introduction of catering in India was done in early part of 19 th century & were also
introduced in railways at that time & then of late came the ocean liners & the demand
for the catering for different fields was increased.

• A new development started with the Air catering or popularly known as food on wings.

• In our country the development of catering industry was given due importance only
after the independence & the catering revolution was introduced in India in 1950’s.

• In the current years of heavy industrialization the catering industry became very
essential & the most important factors in Indian economy.

• In 1983-84 the Hotel & Tourism was declared the second largest foreign exchange
earner in the country.

• So in the 7th five year plan ( 1988-93 ) the Government of India decided to declare the
Hotel as industry. Before that the hotel as industry in India used to come under Shop &
Establishment Act.

• Nowadays many hotels are coming up at important tourist places in our country.

• There are a number of private operators running chain hotels in different corner of the
country.

Modern Tourism

• In Europe the transition to modern tourism came about principally due to the :

- Revolutionary changes in technology.

 - Rising personal incomes due to rapid industrialization & steady growth of world trade.

- Enterprise of middle class professionals ( like Thomas Cook )

who began to organize tours for the inexperienced travelers.

- The fall of real cost of travel due to introduction of wide bodied aircraft.

• In India British colonialism reproduced the form of tourism at home in the colony.

• The hill stations like Ooty , Dalhousie , Simla , Darjeeling , Manali became the summer
retreats for government administrative officials & Puri , Waltair , Marina & Juhu became
the beach retreats.

• Civil aviation had linked India to Europe in the 1930’s .

• Nowadays it is a major source of income for countries like Italy , Spain , Switzerland ,
Bermuda , Greece & the West indies.

Modern Tourism in India

• Domestic tourism was encouraged by providing the L.T.C ( Leave Travel Concession
) , since the new industrial giants in the public sector now provided employment to
people from all parts of the country.

• Youth & students were also provided concessions to travel & study in different parts of
the country.

• India Tourism Development Corporation ( I.T.D.C ) was established in 1960 to provide

western comforts to international visitors at the major tourist attractions in the country.

• The first pioneer in the field of hotel infrastructure development was Mohan Singh
Oberoi who started with Clarks hotel in Simla in 1949 & then Grand hotel in Calcutta.

• Another pioneer in Indian hotel scene Jamshedji Tata opened hotel Taj Mahal in 1903
in Bombay.

• In 1970 Tourism was separated from the Ministry of Civil Aviation.

• State Tourism Development corporations were set up to make accommodation &

transport facilities at tourist destinations around the country.
Tourism in India in between 1975 – 2010

• In 1990 India achieved the target of one million tourists & in 1995 achieved the target
of two million tourists & earned forex amounting to 7,400 crores & received forex
worth 313.7 billion by 2010 .

• The international tourist traffic to the country during 1951 was just 16,829 . Over a
period of 44 years the arrival increased to 2.12 million in 1995 & registered a
compounded annual rate of growth of about 17.6%. Foreign exchange earning in 1995
was about 9000 crores.

The country had an increase of 5% in the number of tourists as compared to the 3% witnessed
globally while the foreign exchange witnessed a spurt of 13.2% compared to 6% globally.

• India targeted for 5 million tourists by 2000 AD which it achieved in 2009 by 5.17 million
& in 2010 by 5.78 million an increase of 11.08% over the previous year.

• India is expected to attract 6,179,000 international tourist (overnight visitor) arrivals in

2011, generating INR 678.6 billion .

There are about 1,285 approved budget hotels across the country with about 51,000
rooms apart from guesthouses, dharamshalas and devasthans in the unapproved sector.
Though we have a much more larger dimension of Domestic tourists of 90 million
approximately ( as per 1995 statistics ) & now reached 740.21 million in 2010 compared to
668.80 million in 2009 an increase of 18.8% over previous year, domestic tourism was never
visualized as the main focus of tourism development.

OPPORTUNITY IN THE INDUSTRY

Introduction

• The word hospitality is derived from hospice (nursing home), a medieval “house of rest”
for travelers and pilgrims.

• Hospitality then includes hotels and restaurants.

• Hospitality may be defined as meeting the needs of guests in a variety of

establishments.

• The hospitality Industry offers employment to people of differing personalities,

background and skills through a wide diversity of type of outlets serving food and
beverages.

Opportunities in Catering Industries

• Until very recently Catering industry used to rely on unskilled & technically untrained
personnel.

• People by large failed to realize that it is an art & science that require technical training.

• That’s the reason they relied on people who acquired their skill & training by sheer
experience of long association with the industry.

• But the service meted out to the customer was unsatisfactory & lagged behind world
standard.

• The scarcity of trained personnel & the necessity of getting trained staff for the industry
opened the floodgate for opening Catering & Hotel Management colleges through out
India.

• Many Hospitality training centre now offering wide range of courses & programs of both
short & long term duration .

• The training is designed in such a way that it gives the people a through knowledge of
the trade with practical demonstration by which they can select any particular branch
they wish to take from their gained experience.
• There is a need to train & develop skilled , professionals at various levels of operation &
there has to be a systematic approach to training , education & development of the
required human resources , so that the concept of costs , efficiency , quality ,
productivity , cleanliness etc. can be percolated from the top most level to the lower
most level of a catering establishment.

• In the recent years catering industry has grown many fold & ambitious plans have been
drawn up by almost all the big hotel chains & other private operators for further
expansion of hotel industry in the next 5-7 years.

• The plan is to increase the number of hotel rooms from 2,00,000 presently ( 2010
statistics ) available to 3,00,000 by 2014 to meet the foreign tourist inflow of 7.6
million .

• With the completion of this target plan the scope & prospect of jobs for students
completing their training would be vastly improved.

• The hotel industry is witnessing a flood of international and domestic hotel companies
opening new hotels across market positioning and locations. Domestic travelers are
becoming far more discerning and demanding superior products and services.

• One of the biggest challenges facing most hotel companies today is the recruitment of
trained manpower, to maintain quality and professional service delivery and product
up-keep.

• Year 2013 survey reveals that the average percentage of trained employees per hotel is
83.3%. While this average has witnessed a growth of 6% over that in the previous year,
none of the staffing levels (manager / supervisor / staff) have achieved an average of
100%.

• Other aspects of catering besides hotels are airlines , shipping lines , railways , canteens
, restaurants & bars , institutions , clubs etc. all provide an opening & a prospective
career to energetic , imaginative & technically trained young persons.

• The travels & tourism industry of which catering enjoys a major share is the world’s
largest employer with almost 130 million jobs or almost 7% of all employee .

• By the year 2020 tourism may be the single largest component of international trade.

• Opportunities offered in catering industry are many from receptionist to cashier , head
waiter , captain , manager , contractors , house keeper , bakers & confectioners , chefs ,
pantry man to commies etc.
 SECTORS OF F & B OUTLETS

CLASSIFICATION OF FOOD & BEVERAGE OUTLETS

Commercial/Business Industrial/Corporate Welfare/Subsidized

Oriented Catering Catering Philanthropic Catering

1. Hotels 1. Cafeteria 1. Old age homes

2. Restaurants 2. Canteens 2. Prisons
3. Pubs 3. Packed food outlet 3. Orphanage
4. Kiosk 4. Tiffins 4. Destitute home
5. Drive Ins/Takeaways 5. Air,Railway,Ship Catering5. Religious
Congregations
6. Event Management 6. Hospitals ( Ashram , Langar )
7. Fast Food Restaurant 7. Institutional Catering 6. Disaster / Distress
Catering ( Flood , Femine
Sunami etc. )

Types of Catering establishments –

1. Commercial – Biggest sector in catering industry , their main aim is to earn profit
from the sales. They provide high quality foods & service.

They consist of Hotels , Restaurants , Coffee shops , Snack bars , Fast foods, Milk bars ,
 Discotheques etc.

Following are the F&B that offered services to the guest’s need.

• Café: usually offer teas, coffees, soft drink, snack and often light meals.(e.g. Coffee
bean, Starbuck). Small food outlets.

• Bars & Pubs / Gastro-pubs : Large range on offer . Depends on location e.g. city centre
versus countryside setting. Gastro pubs are more modern and innovative style of pub
food.

• Food halls / Food courts: in the shopping mall, offer are light food to heavy food such as
pastries, noodle, rice and drinks.

• Public House: the meals available range from simple bar snacks or sometimes informal
restaurant style offering three course meal.

• Casual dining restaurant (BISTROS): service provided usually casual dining and table
service. Usually but not always plated service. Competitive pricing.

• Fast Food Restaurants : A common feature is a lack of cutlery or crockery. The customer
eats the food directly from the disposable container eating with their fingers.

• Functions (receptions / banquet / conventions): the number of guests and the style of
function can vary enormously so function demand extreme flexibility from both food
management and service staff.

• Fine dining restaurant: offering comfortable or impressive ambience for the fine cuisine.
Staff must be highly skilled.

• Brassiere - Similar to a bistro. Usually attached to a larger establishment. Less formal

surroundings.

• Ethnic restaurant: offering culture experience offered to guests as well as wise range of
cuisine e.g. Indian and Asian food. Very popular.

2. Non-commercial – Basic aim is not to make a profit , but to provide food to people with
only charging them for what has been spent on preparation.

It includes

i. Welfare catering – Basic aim is to provide food to people at cheaper rate without
compromising on quality . They charge only for the expenditure on food & to upkeep &
maintenance of equipment.
 Examples are - Hospital , school , college / hostels catering , old / retirement homes etc.

ii. Industrial catering – Meals provided on a subsidized rate & the rest of the expenditure is
borne by the company. Often Contract catering become part of Industrial catering.

Example is – Factory or corporate house staff cafeteria.

• Cafeterias: usually attached to institution such as educational establishment or factory

or corporate offices. Usually offer light refreshment.

• Charity – Old age home , Dharamsala , Prison , Widow rehabilitation centre , Orphanage
etc.

iii. Others – Transport catering – Air craft , Railways , Ocean liners , Outdoor caterings etc.

Organisational chart of F & B

GM
F&B Manager Executive chef

Manager Manager Manager Restaurant Room service Banquet

System control Service bar Dispense bar Manager Manager Manager
( R/S, BQT, ODC)
Banquet
Head Waiter/ Manager
sales
BOT/KOT Sr. Captain Kitchen
Head wine executive
clerks stewarding
waiter
Captain/ Sr. Captain
Trolley captain Sr. Captain
Peon/Attendant Sommelier Captain
Sr. Waiter/
Captain/RSOT
Steward Steward
Cocktail waiter
Steward Assistant
Assistant waiter
Steward
Assistant
Buss boys Steward Buss boys

Introduction
Each member of the restaurant staff must be chosen carefully for his or her personal attributes,
which include certain inborn social graces that cannot be instilled by training. The higher each
person progresses up the career ladder, the more cultivated must he become because he is
then totally exposed to personal contact with customers and has to be perfectly acceptable to
all classes.

The characteristics of the ideal person in overall charge of a restaurant should include personal
charm by which to influence people , a vast professional knowledge of the job , a ready smile ,
the necessary skills to demonstrate his expertise , and great strength of character.

It is he who sets the standard of service and obtains a reputation for the establishment and he
who must motivate staff and set them an example by his personal contact , his department and
even his mannerism.

A brigade is the total complement of staff employed in a restaurant to serve meals to

customers, it includes waiters of all ranks plus ancillary staff as porters , dispense bar staff and
in some establishments the washing up department , still room staff and cellar man.

The number of staff and the allocation of their duties depend on the size , type and the system
of the establishment.

Job description

1. F & B Manager / Director F & B –

- Next to GM & second or third in hierarchical structure.

- Long years of working experience in different F & B outlets.

- Submits brief reports of previous day’s F & B operation from all outlets ( sales , pax ,
complaints , accidents , guest suggestion , discount approved etc ).

- Submits brief reports of day’s activities in different outlets . Special functions , VIP arrivals ,
staff position & allotment , planning of different activities & expected sales figure for the day.

- Submits brief report on next day’s programs in all F & B outlets. Planning done for the same ,
staff requirement & arrangement.

- Making purchasing specification , scrutinizing quotations , selecting suppliers and placing

orders of all materials both food & beverage as per requirement.

- Develops operating budgets with the assistance of outlet heads. He also monitors budget to
control expenses.
- Devising service standards and procedures of implementation for different F & B outlets.

- Responsible for implementation of agreed company policy or for contributing to the setting
of catering policies.

- Other routine activities – manpower planning , staff training , following SOP , Staff
deployment , menu planning & designing , inventory , budgeting ( income & expenditure )
for next financial year.

- Ensure required profit margin of each & every F & B outlets are achieved for any given
financial period.

- Controlling food cost to the targeted figure.

- Compiling in liaison with the chef , menus for the various food service areas & for special
occasions.

- Negotiation with guests about party menus , service arrangements , rates and preparation.

- Departmental training & promotions.

- Employing & dismissing staff.

2.Restaurant Manager ( Directeur de restaurant ) –

- Accountable for smooth restaurant operation.

- Reports to F & B Manager.

- Responsible for all restaurant activities & persons connected with it and is in general
charge of all the persons connected with it.

- Planning & executing different restaurant activities.

- Taking daily briefing ( sales , grooming , attendance , deployment , guest complaints ,

VIP arrival , non-availability , special parties / table booking & its allotment ).

- Receiving VIP guests & other guests during rush hours.

- Alert against pilferage , theft , revenue leakage etc.

- Handling guest complaints.

- Assures that all policies and procedures are followed as laid down.
- Prepare budget projections with the year.

- Preparation of duty rota.

- Train and counsel the departmental staff.

- He arranges the banquet and private parties when there is no separate banquet
manager.

- Maintains high standard of discipline among staff , cleanliness of restaurant.

- Ensures the safety and hygiene of the restaurant.

- Ensure that staff are properly groomed , correctly attired , punctual and adhere to rules
and standing orders.

- Handle guest complaints personally and take action.

3. Senior Captain / Head Waiter / Maitre d'hôtel –

- Checking restaurant reservation register & briefing hostess about table allocation for
parties / groups.

- Smooth service on all tables.

- Asses sales forecast & make planning for staff requirement / deployment , additional
service gears requirement.

- Takes an overview of misc en place & misc en scene to ensure smooth operation.

- Takes charge of VIP service.

- Ensures the maintenance and aesthetic upkeep of the restaurant in close co-ordination
with engineering and house keeping.

- Reports to restaurant manager.

- Conducts daily briefing and allots daily duties to subordinates.

- Co-ordinates with other departments & kitchen.

- Handling guest complaints.

- Close supervision during regular service.

- He is the person who ensures that standards set by the management are carried out
in practice.

- Prepares duty rota & may relieve the restaurant manager on his off day.

4. Section supervisor / Station head waiter / Maitre d'hôtel de carre–

- Actual link with the guest.

- Greets guests on arrival.

- Takes drinks order.

- Presents Menu cards & takes food order and carry out all the services at the table with
the help of the chef de rang.

- He has the overall responsibility for a team of staff serving a set number of tables , in a
section of the restaurant which could be anything from 8 – 12 in number consisting of 2
– 3 stations , from 2 – 3 sideboards.

- Minor complaints can be nipped in the bud by him.

- Keeps an alert eye on phases of service on different tables.

- Salesman / sales promotion.

- Must have good knowledge of food & wine & its correct service.

5. Captain / chef de rang –

- He is in charge of a “rang” or station of about 4 – 5 tables to seat approximately 20

guests.

- He is responsible for taking order and serving them usually assisted by commis waiters , for
the cleanliness of his station and for ensuring the proper service of each dish in the right
sequence.

- He must ensure that whatever consumed has been charged to guest bill and presents
and settlement of the bills.

- Takes daily briefing of the staff for smooth operation .

 - Maintains cleanliness of the outlet along with the grooming part of staff.

- Takes stock inventory , prepares breakage report.

6. Trainee captain / Demi chef de rang –

- Job responsibilities are same as chef de rang but normally works in a smaller station of
2-3 tables and often without the help of the assistances or commis.

- He will be a fairly experienced commis who is being groomed for promotion and can
work on his own.

7. Waiter / Server / Commis de rang –

- Young person , very fast on his feet.

- Responsible for taking order to the kitchen , food pick up & service specially of
vegetables , sauces and accompaniments and removal of dirty plates from tables and
returning them to the pantry or service area and helping the station waiter.

- Should know proper service techniques of different cuisine.

- Requisition of restaurant items.

- Any problems to be reported to his immediate senior.

- Major part of misc en place is done by him.

- Stocks the side board for smooth & efficient guest service.

8. Carver / Trancheur –

- Responsible for carving trolley & carving of joints , birds ( chicken , turkey , rooster ,
mutton or lamb joints ) at the table.

- Carving is an art & science of which he is the main promoter & thus guest satisfaction.
 - He is employed in those restaurant that features a large cold buffet spread for lunch. He
must be an expert and knows which meat should be carved thinly and those that must
be cut into thick slices.

8. Floor waiter / Chef d’etage –

- Room service waiter or Butler is responsible for guest service in the room.

- Trolleys / Trays are set as per order & taken to rooms & served hot or cold & clearance
of the same in time.

- Should be cheerful , have good knowledge about food , drink & their services , about the
city & places of interest.

- Should have etiquette , interpersonal skill.

9. Lounge waiter / Chef de Salle –

- Provides subsidiary services to guests waiting in Lounge or Lobby with refreshments.

- Most frequently is attached to a coffee shop or as an extension of the Lobby.

10. Trolley assistant waiter / Chef de wagon / voiture –

- He is an assistant waiter / commis responsible for trolley / gueridon service in the

restaurant.

- Must have good knowledge about different gueridon preparation & service with flare.

- Keeps his trolley neat & clean at all time with necessary misc en place for service.

- Also responsible for trolley services of hors d’oeuvres , cheese & pastries.

11. Head Wine waiter / Chef de Vin –

- Responsible for taking order & service of wines , spirits , beers , liqueurs in the
restaurant . Work at the level of a captain.
 - He must also be a sales person.

- Keeps wine trolley well stocked.

- Must have good knowledge about wines of different regions of the world & able to
suggest a correct wine to supplement the food ordered.

- Must be able to distinguish various types of wines & suggests guests about colour ,
bouquet , aroma , characteristics of different wines & their service at correct
temperature & of licensing laws.

12.Wine waiter / Sommelier –

- Works as an assistant to the head wine waiter .

- Is responsible for the service of all alcoholic drinks during the service of meals.

- Must have good knowledge about storing wine bottles , appropriate glass to serve it
in, food & wine pairing , licensing laws etc.

- Must keep his wine trolley well stocked with wines , chillers , glasses , ice cubes , wine
opener etc. to facilitate service.

- Responsible for tobacco ( cigars , cigarettes ) storage and service as well.

13. Clearing assistant waiter / Commis de barrasseur / Buss boy –

- Most junior assistant who has just started his carrier , mainly responsible for bussing,
clearance of plates and dishes from side stations & restocking.

- Deposits soiled linen & collects fresh linen from HK.

- He holds this post only for a short period of early part of training period.

14. Apprentice / Apprentis / Piccolo –

- They are trainee waiter in the restaurant.

15. Cashier / Caissier de restaurant –

- Prepares checks & collects payment against them.

- Prepares sales statement for each meal period mentioning cash & credit sale , total
taxes , number of covers served , station / captain wise sale , sales mix etc.

- Deposits cash to accounts as per sales statement prepared.

- Maintains imprest amount.

16. Reception head waiter / Maître d'hôtel de reception / Hostess or Hotesse –

- Attends all telephone calls of the restaurant.

- Takes reservations, post them in reservation dairy, and keeps them up to date and in a
proper state of order.

- He / she will reserve the tables and allocate these reservations to particular stations.

- Greets, receives, and escorts the guests to the reserved tables and seats them.

- Takes orders from guests, if required.

- Maintains and preserves guest history records.

- He should have a good memory for names and be able to recognize faces so as to greet
guests by their names and to remember their requirements.

Co-ordination with other Departments

Co-ordination is a process whereby work which has been subdivided is brought together & pre-
unified into specific tasks or objectives.

The need for co-ordination & synchronization of the work of individuals is one of the most
important managerial activities.

Failing to achieve continuous or proper co-ordination on a continued basis will lead to

dissatisfied clients , loss of trade & profit.
Co-ordination is not a periodic activity but is ongoing. The greater the degree of work the
greater the degree of efficiency achieved.

• Kitchen –

Maximum co-ordination needed with this area as foods are prepared as per guests order in this
department. Timely pick up of each order with appropriate garnish & finishing is crucial. Kitchen
need to be informed clearly about any guest preference or specification about the way his food
is to be prepared.

For party orders advance information need to be sent to kitchen about menu , number of pax ,
time of pick up etc.

Certain sections of the kitchen that need to be co-ordinate with are butchery , garde manger ,
pastry , grill , vegetable preparation , bakery & confectionery , kitchen stewarding etc.

• House Keeping –

Maximum cleaning of F & B service area is done by house Keeping & so proper co-ordination
with this department helps in maintaining F & B service area in the optimum condition.

Proper cleaning schedule of F & B service areas need to be made with the HK Manager so that
the restaurant is cleaned along with washrooms in time before the service session starts.

During service session too proper manning of HK staff is crucial in the restaurant & washrooms
for providing best service & atmosphere to the guests.

Also timely procurement of fresh linen & staff uniform , flower arrangements in service areas
are other crucial points to take care by HK in extending good service to the guests.

 Maintenance –

Timely presentation of maintenance order for any out of order equipment or for any repair
work go a long way towards guest satisfaction.

Periodic maintenance schedule of all heavy & light equipment is vital in smooth functioning of
these equipment & saves money & manpower on machine breakdown & damage.

Engineering or maintenance takes care of air conditioning , lighting , plumbing & general
maintenance.

• Front Office –
Regular receipt of in house guest list helps a lot in the day to day activities in all F & B service
area.

Information on guest meal plan , VIP in house , group check in etc. are important information
that helps the outlet managers in their routine activities.

All communication relating to the status of guest (i.e. VIP, company guest) can be obtained
from this department.

VIP amenities vouchers and wake up call lists are circulated by this department to food service
areas.

This is the central point where all checks or bills of hotel residents are collected & recorded in
their respective bills.

• Personnel –

Staff recruitment & training are dealt by the personnel department in collusion with the FBM.

Any action to be taken regarding staff discipline will also be dealt with in the same way.

This department is also in charge of staff cafeteria , lockers etc.

The service personnel get their leave applications processed & leave cards updated by
personnel department.

• Stores –

It is the source from which the service people get their supplies through corresponding indent
book.

Large hotel would have separate general stores , food stores , beverage stores & perishable
stores.

• F & B Control –

This department regulates the expenditure and revenue of food service areas. All the points of
sales system in food service areas are interconnected to the controls department for effective
control on all the revenue transactions.

• Accounts –

Service department deals with accounts department through various outlet cashiers. It also
deals with the payment of staff salaries.
 • Security –

- This department handles the safety aspect of the organization.

- Service personnel may use this department in case they have to evict unruly persons ,
drunkers , those with unpaid bills etc.

- This department is required to conduct safety & first aid drills & fire fighting exercises

STILL ROOM

Introduction

The main function of the Still Room is to provide food & beverage items required for the service
of a meal & not catered for by the other major departments in a hotel , such as kitchen , larder
& pantry.

Staffing

In a large first class hotel a stillroom supervisor with his team is in charge of the stillroom
operation depending on its size & the duties to be performed.

He is responsible for compilation of work rotas for his staff so that all the duties are covered
round the clock.

His other job is ordering of supplies from the main dry goods store & the effective control of
these items when issued to various departments.

Equipment
The following are the most essential equipment needed.

i. Refrigerator – to store milk , cream , butter , fruit juices etc.

ii. Butter machine – for control purposes.

iii. Coffee machine – generally the “stillset” type that contains provisions of hot milk , hot
water & a steam injector. Other machines may be Cona coffee , Espresso , Filter coffee.

iv. Large DBL sink & draining board – for washing up purpose & a washing – up machine of a
size suitable for a particular stillroom & large enough to ensure efficient turnover of equipment.

v. Tea dispenser

vi. Salamander – for preparation of toast or melba.

vii. Bread slicing machine

viii. Icemaker

ix. Hot cupboards – for plates , tea cups etc.

x. Work table & cutting board

xi. Necessary storage space for all the small equipment such as china , glassware , silverware
etc.

xii. Storage cupboard for all dry goods held in stock & for miscellaneous items such as doilies ,
butter paper , paper napkin , tooth pick , straw etc.

xiii. DBL gas range for preparation of Porridge & Boiled egg etc.

xiv. Coffee grinding machine – to ensure correct grind of coffee.

xv. Bins for food waste.

Provisions

As a basic guide , the following food items are usually dispensed from the stillroom.

i. All hot beverages such as tea , coffee , chocolate , horlicks , bourn vita etc.

ii. Assorted fruit juices.

iii. Milk & cream.

iv. Sugars – loaf , sachet , brown , castor etc.

v. Preserves – butter , marmalade , jam , jelly , honey etc.

vi. Bread slices – white , brown , malt , rye etc.

vii. Breakfast rolls – brioche , croissant , muffin , Danish pastry & toast , dinner rolls , bread
sticks , melba toast etc.

viii. Salt & sweet biscuits to serve with cheese board.

ix. Breakfast cereals – cornflakes , rice flakes , oatmeal etc.

x. Tea cakes to serve with Afternoon tea.

xi. Pastries , gateaux & sandwiches to serve with Afternoon tea.

xii. Porridge, boiled egg and eggs to order.

xiii. A wide range of ice cream.

Control

A careful & precise check is essential . This can be done by –

- Issuing items in bulk on receipt of a requisition from a food service area. The requisition must
be signed by someone in authority.

- By issuing individual items & when required by a particular food service area on receipt of a
waiter’s check.

PLATE ROOM ( SILVER ROOM )

In a first class establishment the silver room or plate room is a separate service area. In smaller
establishment it may be part of the pantry wash up.

Equipment –

The silver room should hold the complete stock of silver required for the service of all meals
together with a slight surplus stock in case of emergency.

Silver for Banqueting purpose is of different design than other food service areas.
Large silver such as flats , salvers , soup tureens will be stored on shelves with all the flats of
one size together & so on.

When stacking silvers , the heavier items should go on the shelves lower down & the smaller &
lighter items on the shelves higher up.

All cutlery & flatware together with small items such as ashtrays , cruets , butter dishes etc. can
be stored in drawers lined with green baize.

All shelves should be labeled showing where each different item goes.

All the service silver should be cleaned & burnished on rota basis.

Silver cleaning methods

a. Burnishing machine –

This is a revolving drum with water connection by means of a hose from a tap and a safety
shield.

Depending on the size of the machine in use, it may be divided into compartments to hold
specific sizes of silver.

The drum is half filled with ball – bearings .Certain amount of soap powder is added.

The silver is placed inside the drum & the lid tightened. It is also possible to insert a rod through
the centre of the drum from one end to the other. This rod is removable & is passed through
the handles of teapots, coffee pots , milk jugs , sugar basins etc. to hold them in position while
the drum is revolving.

Water supply is turned on until the ball bearings are covered. The lid is tightly closed & the
machine is then switched on .As the drum revolves , the mixture of soap water acts as a
lubricant between the silver & the ball bearings , thus any tarnish is removed , but the silvers
are not scratched.

After removing from the burnishing machine the silver should be rinsed in hot water & dried
with a clean cloth.

b. Polivit ( Electrolytic method ) –

A Polivit is an aluminum metal sheet containing holes which is best used in an enamel or
galvanized iron bowl.

The Polivit is placed in the bowl together with washing soda ( 30 gms per 5 litres ).

The silver to be cleaned is then put into the bowl ensuring that at least one piece of silver has
contact with the Polivit. Sufficient boiling water is poured into the bowl to cover the silver being
cleaned.

A chemical reaction takes place between the Polivit , soda , boiling water & silver , which causes
the tarnish to go away .

After 3-4 minutes the silver should be removed from the bowl & placed into a second bowl of
boiling water & rinsed & after removing it is polished with a clean dry cloth.

c. Plate powder –

This is a pink powder which needs mixing with a little methylated spirit to obtain a smooth
paste. In place of methylated spirit water may be used.

The smooth paste once prepared is rubbed onto the silver articles with a clean piece of
cloth.The paste must be rubbed well to remove all tarnish.

The article is then left to dry & the paste can be rubbed off then with a clean cloth.The articles
are then rinsed in hot water & given a final polish. It is time consuming & messy but produces
very good result.

d. Silver dip –

This is a pink colored acid based liquid.

The silver to be cleaned is placed into a wire basket & dipped into a plastic bowl containing the
silver dip. The silvers are dipped only for a short time ( not more than 10 seconds ) & then lifted
out & drained.

After draining it is rinsed in hot water & then polished with clean cloth. This method is very
quick & gives very good result.

PANTRY
The Service room , Servery or Pantry is the auxiliary section sited just behind the service doors
of the restaurant & between the kitchen hot plates & the room which supports the service.

The Pantry leads to stillroom ( the space from which toast , butter , jam , ice cream , juices ,
shakes are served ) , plate room ( the space where all the crockeries , cutleries and glass wares
are kept ) & washing up area ( where all the used and dirty utensils are washed , cleaned and
dried ).

A clean & orderly service room is essential to run an efficient restaurant.

Pantry contains shelves or cupboards for stacking glasses , crockeries & cutleries etc. , a table
( very often of 2 – 3 tiers ) to take the dirty plates & silvers brought in from the restaurant , a
box or boxes for dirty table silvers , bins for rubbish & sinks with hot & cold water & draining
racks for washing glasses.

An ideal Pantry must have the minimum following conveniences.

i. There should be two spring doors connecting the service rooms & the restaurant , one for
entering the restaurant & one for coming out of the restaurant. The words “IN” and “OUT” will
probably be marked on the doors.

The doors must have a metal kicking plate at the bottom to prevent the hard wear & tear.

In most of the new food service establishments the doors are photo-electrically controlled so
that they open as the person approaches and remains open until he passes through. If the
doors are made of wood , they can not be made photo-electrically controlled.

ii. A large linen box to receive used table linens ( napkins , table cloths , naprons etc. ) & will
prevent its loss & misuse. If the box has a flat top , that can be used as an extra service space.

iii. In some establishments glass pantry is a separate unit staffed by those who are used to
handling glassware. This can save the glasses from breakages & losses.

Automatic washing machine or a three sink unit is used for glass washing.

iv. A specially heated cupboard with a hot plate on top can be used for storage of pots , bowls
, flats etc.

v. Shelves or cupboards ( 2 or 3 tiers ) are placed conveniently for receiving of dirty table wares
for quick disposal of these items for washing.

vi. Separate bins should be provided for collection of waste foods & other rubbishes.
vii. Generally there is also a dispense bar or “wine stores control” available adjoining the pantry
for collection of drink orders.

viii. There should be enough shelves or cupboards for stacking washed & cleaned crockeries ,
china wares , silver wares , glass wares etc.

Layout of Pantry
RESTAURANT
Sink for glass

Counter
Soiled Dispense Bar
linen box
Draining Board IN OUT

Cashier
Water
table for dirties
Two or threetier

Cooler

Service lift
Hot case
Shelves
Hot plate
for dirties
with hot
racks for
plates To Kitchen

Still room

WAITER

Definition of a waiter

A waiter is one who serves food and beverage in restaurant and bar and is also popularly known
as a steward or commis de rang.

A good waiter should posses qualities like social , confidence , good etiquette and manner ,
effective communication , a pleasing personality , salesmanship and willingness to serve and
above all a through knowledge of his job.

Job descriptions
 i. Attend briefing before a restaurant service.

ii. Misc en scene.

iii. Misc en place.

iv. Requisition of restaurant items.

v. Cleaning of silverware , glassware and hollowware.

vi. Preparation of table for service.

vii. Receiving and seating of guests.

viii. Taking Food and Beverage orders and service.

ix. Salesmanship.

x. Ensure hygiene and sanitation.

xi. Safety.

Safety – A waiter may not realize that he is exposed to number of hazards that jeopardize , not
only him but his job as well. To avoid such accidents a waiter should remember the followings:

i. Carry equipments on trays only as much as the body can take.

ii. Discard chipped glassware and chinaware.

iii. Look out for uneven carpet layout as a waiter could trip.

iv. Ensure that shoe laces are well tied otherwise loose laces would result in tripping.

v. A waiter should know to use the right side of the service door to avoid collision.

vi. Do not run in the restaurant as it could bustle another waiter.

vii. Be careful while lighting a match stick as it can lead to a fire.

viii. Push trolleys , never pull them.

Importance of a Waiter

A good waiter / waitress

- Enhances customer satisfaction.

- Is the key to the image of the establishment.

- Is intrinsic ( essential , inherent ) to the service experienced by the customers.

- Is in total control of incremental sales.

- Is one of the key reasons to bring the customers back.

- Is the longest point of contact with the customer.

- Is best placed to satisfy customer ego , facilitating repeat business.

- Is the key to obtain new business through positive word of mouth publicity.

Attributes of a Waiter

A good waiter is a tremendous asset , a bad one is a real mess wherever he waits .

A successful waiter must have the following qualifications coupled with willingness for hard
work & interest to learn.

1. Personality – Must be tactful , courteous , good humored & of even temper. He must
converse with guests in a pleasing & well spoken manner and the ability to smile at the right
time pays dividends.

2. Honesty – This is all important in dealing with both the guests and the management. If there
is a trust & respect in the triangle of staff , guests and management relationship , then there
will be an atmosphere of work which encourages efficiency & a good team spirit amongst the F
& B service operators .

The waiter should refrain from stealing foods for consumption. He must take greatest care of
all the equipment.

3. Personal hygiene – Utmost cleanliness of finger , nail & hand is an obvious necessity as he is
always dealing with food items. Nails to be trimmed every week to avoid accumulation of dirt
and germs.

Take a daily bath with soap with special care & scrubbing under armpit and gaps of fingers and
nails and private parts.
Should not have any bad body odour or mouth smell. Use deodorant of mild flavor under
armpit and bath to cover body odour.

Teeth should be brushed and mouth washed after every meal and before service.

Hair should be well cut , short & well groomed and no highly scented oils are allowed .

Male staff should be clean shaven . Shave daily. Using a mild flavored aftershave lotion is a good
practice.

Female staff should have neatly tied hair , no excessive make up or jewellery should be worn.

Sneezing , coughing or blowing the nose near the food whether in preparation or service must
never be done.

Use freshly washed under clothing and socks. Change under clothing and socks every day
especially in summer season.

Waiter should be smartly dressed. Uniform should be worn properly , i.e. clean, well ironed &
of proper size. Shoes well polished. Footwear should be safe. Sandals , open-backed shoes or
high pointed heels are inappropriate and potentially dangerous.

Being clean and smart in appearance gives one the confidence to work well.

4. Courtesy – It is the hallmark or trade mark of a good waiter to be courteous on all occasions
not only to the customers but to superiors as well as to his colleagues.

- To be courteous on all occasions without any differentiation. There should never be any
favouring on those who make tips laviously. Tips should be acknowledged graciously & should
not be removed until the guest leaves the restaurant.

- The staff must not be servile , he must anticipate the guest’s needs. A careful watch on guest’s
table is needed without giving the impression of staring.

- Care should always be taken when dealing with the difficult customers. Guests should never
be argued with , as this will aggravate the situation ,but all complaints should be referred to
someone in authority.

- Courtesy is doing something a little extra helpful, perhaps , checking back to see if everything
is going well for a guest or co-worker.
5. Co-operation – Proper co-operation from all pays a long way in the success of the
establishment.

- He must be willing to work with co-workers in a common effort towards completing work
assigned.

- Should never argue with his seniors. Matter of disputes must always be settled outside the
restaurant and preferably at the end of the service hour. The rules and regulations of an
establishment must be followed and respect shown to all senior members.

6. Technical skill – It includes

- Knowledge of catering trade .

- Knowledge of food & drink that he serves , menu , cooking time etc. in order to advice and
offer suggestions to the guests.

- Lay out of restaurant & preparation for service.

- Actual method of serving of each dish on the menu, its accompaniments & sauces , laying of correct
cover , service on floors , lounges , restaurant or bar etc.

- Service of tobacco , cigarettes , cigars etc.

- Service of alcoholic beverages in correct glasses & at right temperature.

- Situation handling.

7. Memory – It may help the service staff in various ways in their work if they know the likes &
dislikes of the customers, needs and wishes of the regular guests e.g. seating preference ,
favorite drink etc.

8. Local knowledge – Certain local knowledge of the area is required to advice guests on
various forms of entertainment available , shopping markets , places of interest , best means
of transport available etc.

9. Punctuality – Frequent absenteeism or late at work shows lack of interest in work & lack of
respect for the management.

10. Sales ability – Must have the urge of promoting menu items , day’s special towards
getting better revenue. Up selling & suggestive selling is a skill.

11. Customer satisfaction – He must see that the guests have all they require & are completely
satisfied.
It is of great importance to anticipate a customer’s needs. Guests feel comfortable in the
middle of friendly , courteous staff.

12. Communication skill – A waiter must be confident of his ability to read , write , listen &
speak effectively & accurately.

In some restaurants the waiter has his own computer terminal for ordering & billing meals
that he has to operate skillfully.

13. Reliable – Management must be able to depend on the waiter to fulfill the responsibility
for which they were hired.

Must report to work on time , serve the customers properly & complete all tasks assigned to
him.

14. Healthy – Because a serving job requires the server to be in close contact with guests , co-
workers & food , he must be healthy to avoid spreading diseases.

A healthy server looks good and has the energy to perform the job properly.

Do’s & Don'ts

Do’s

• Be well groomed.

• Always attend to the guest with a positive attitude.

• Help them remove their coats.

• Seat the ladies first in the group.

• Always be very attentive about guest who are dining.

• Help guest in lighting their cigarettes.

• Always use the service doors for communicating with the hotel staff.

• Always push the trolley & never pull.

• Always present check to the host.

 • Before producing the bill to the guest always double check.

• Always carry a warm smile on work or while attending the guest.

• Always hair should be well combed & dressed & well groomed.

• Always inform guests about the delays.

• Keep an eye contact with the guest.

• Always carry waiters kit on the job.

Don’ts

• Never hurry the guest to finish off his meal fast.

• Never count tips in front of the guest.

• Never use chipped crockery or dirty , torn linen , or unclean cutlery & crockery.

• Never carry cutlery , crockery with bare hands.

• Never wear a dirty uniform.

• Never run in restaurant.

• Never speak with guests loudly.

• Never chew gums or munch nuts on the job.

• Avoid mannerism.

• Never turn overfriendly with the guest.

• Never sneeze in the restaurant.

• Never use dirty menu cards in the restaurant.