F & B Service-III-Handouts

CHAPTER ONE
SPIRITS
Chapter objectives
After the completion of the chapter, students will be able to:

 Define and differentiate what are distilled spirits and their types.
 Understand the basic manufacturing process of preparing various spirits
 The ingredients/ materials and machineries used in the preparation of spirits
 The storage and the proper procedure of serving spirits
1.1 Spirits- Introduction & classification
In simplest terms the process begins by crushing the protective cover on a kernel of grain. Next
this grain starch is cooked with barley malt which converts the grain starch to grain sugar. With
the addition of yeast, the grain sugar is converted to alcohol and carbon dioxide. The alcohol is
then heated so that it vaporizes. The vaporized alcohol is then cooled and the result is beverage
alcohol, or distilled spirits.
The Process
Grain
Grain starch + Barley Malt=Grain Sugar
Grain Sugar + Yeast=Grain Alcohol
Grain Alcohol + Heat and Evaporation=Beverage Alcohol
While the process of making distilled spirits is basically unchanged since earliest of times,
technology has been introduced for perfecting the outcome of the process. Today the four basic
steps in making distilled spirits are: 1. Milling--cracking the kernel of grain, 2. Mashing--
converting the grain starch to grain sugar, 3. Fermenting--converting the grain sugar to alcohol
and carbon dioxide by the addition of yeast and 4. Distilling--converting the alcohol to
beverage alcohol by heating and cooling.
The Process In Summary
Since grain is the basic ingredient used to make most distilled spirits, selecting the grain is
where the process begins. The three grains used to make most distilled spirits are:
Corn
Barley and
Rye.
Step #1: -Milling--In the milling step, the grain is ground into a coarse grain meal. The milling
process breaks down the protective hull covering the grain kernels and frees the grain starch. At
the end of this step, the process results in GRAIN STARCH.
Step #2: -Mashing--In the mashing step, the grain starch is converted to grain sugar. The grain
meal is mixed with pure water and cooked. This produces a mash. Barley malt, which is barley
that has been allowed to sprout, is added to the mash. At the end of this step, the process results
in GRAIN SUGAR.
Step #3: -Fermenting--In the fermenting step, the grain sugar is converted to alcohol and
carbon dioxide by the addition of yeast. With the addition of yeast to the grain sugar, the yeast
multiplies producing carbon dioxide which bubbles away and a mixture of alcohol, grain
particles and congeners. The congeners are the flavor constituents. This process results in
GRAIN ALCOHOL.
Step #4: -Distilling--In the distilling step, the alcohol, grain particles, water and congeners are
heated. Since alcohol boils before water, the alcohol will vaporize first leaving the water, the
grain particles and some of the congeners in the boiling vessel. The vaporized alcohol is then
cooled or condensed forming clear drops of beverage alcohol--distilled spirits. At the end of
this step, the process results in BEVERAGE ALCOHOL which is also known as DISTILLED
SPIRITS.
Two Additional Steps
Two additional steps are taken in making some distilled spirits. They are aging and blending.
Step #5: -Aging--In the aging or maturing step, the distilled spirits are sealed in charred oak
where barrels they gradually develop their distinctive taste, aroma and color over the years.
This aging period can last from two to as many as twelve years.
Step #6: -Blending--In the blending step, spirits of different ages and which are made from
different grains are combined to produce a more pleasing beverage alcohol.
1.1.1 Whisky
Whisky is a spirit obtained by the distillation of the fermented mash of grain usually
barley, maize or rye or a mixture of all three in different proportions. It is then aged in
wooden casks. The word whisky gets its name from Usque baugh, which means Strong
Water. It should be noted that the Scottish water plays an important role in giving Scotch
its special taste. Two types of whiskies are mixed to produce Scotch. They are malt
whisky which gives Scotch its body and character and grain whisky, which is used for its
lightness. Both are blended to give Scotch whisky.
a) Malt Whisky:
A blend of whiskies from different casks and of various ages, but from the same malt
distillery is called single malt whisky or pure malt whisky.
b) Grain Whisky:
This whisky is a product of a mixture of malted and un malted barley, which is crushed,
fermented and distilled.
c) Blended Whisky:
This whisky is a blend of both malt and grain whisky.

1.2 Whisky making process:
Figure-1: Manufacturing process of Whiskey

 Barley is soaked in water for a few days and then spread on a concrete floor to
germinate for 8 – 12 days.
 It is then subjected to heat over fires of smokeless coal and peat. The smoke given out
by the peat gives an aroma to the malt.
 The ground malt is crushed with hot water to produce sweetish liquor called wort.
 This wort is cooled and then fermented by yeast, which converts the sugar into a
crude alcohol called wash.
 The wash is distilled twice in a pot – still by heating. An alcohol has a lower boiling
point than water, it vaporizes faster. It is then cooled and condensed back into liquid
or pure whisky.
 This new whisky is poured into oak wood casks, where it is matured into a pleasant
mellow spirit for as long as 15 years.
 After the malt whisky and grain whisky are matured, they are blended to get the right
quality.
 After blending, it is poured into casks, to further mature. To achieve its peak quality,
whisky should be allowed to mature for a minimum period of 8 years.
Different kinds of whiskies are labeled under different brands. Each brand has certain
differences based on its individual character and taste.
Some popular brands of whisky are
1) Scotch – Royal Salute, Chivas Regal, White Horse, Vat 69,

Johnny Walker (Red and Black Labels)
2) Indian – Royal Challenge, Peter Scot, Single Malt.

3) Irish – Jamesons, Old Bushmills.
4) Canadian – Canadian Club
5) Bourbon – Old Grand Dad
The main whisky producing countries and the types of whiskies produced are:
 Scotland – Scotch whisky

 Ireland – Irish Whisky
 USA – Bourbon
 Canada – Canadian Club
1.3 Brandy
Brandy can be defined as a spirit distilled from wine. It is produced in almost all wine
producing areas, by fermenting and distilling grape juice. When fruits other than grapes
are used, the word brandy is linked with the name of the fruit, such as cherry brandy and
apricot brandy. When the label reads just brandy, it means that it is made from grape
wine only.
France was the first country to produce brandy from widespread commercial sale. Brandy
is made all over France. The 2 types of brandies made in France are:
1) Cognac – the most famous brandy
2) Armagnac – the oldest brandy.
1) Cognac:
All cognac is brandy, but all brandy is not cognac. The only brandy in the world that can be
labeled cognac comes from the Charente and Charente Maritime regions in West Central
France. The town of Cognac lends its name to the brandy produced in this region. The
name cognac was not used for brandy till 1783.
There are 6 regions in the cognac area. Among these, Grande Champagne and Petite
Champagne are the classical areas. Together, they produce a cognac known as Fine
Champagne.
2) Armagnac:
The name Armagnac is given to the brandy made in the Armagnac region of South – West
France. It is the world’s oldest brandy. However, the total production of Armagnac is less
than 10 % of that of cognac. A minor difference is that the minimum age of maturation for
the youngest brandy in the blend is 5 years whereas cognac requires 6 years.
Some popular brands of Armagnac are Hors d’ age, Reserve de Moines, Napoleon and
Janneau etc.
1.4 Vodka
This is a highly rectified patent-still spirit. It is purified by passing through activated

charcoal, which removes all the aroma and flavour. It can be described as a colourless
and flavourless spirit.
Vodka is essentially a neutral spirit, which can be distilled from anything fermentable
including potatoes, but most vodka is made from grain. Vodka does not require
maturation.
Some popular brands of Vodka are
 American – Smirnoff, Popov

 Russian – Moskovaya
 Indian – Czar Alexander, Romanov
1.5 Gin
The term gin is taken from the first part of the French word Genievre that means juniper.
Juniper is the main flavouring agent used in the production of gin.
Manufacture of Gin:
High proof spirits are first distilled from grain. They are then redistilled with juniper
berries, peels of citrus fruits, bark of cassia, and root of angelica, anise, coriander seeds
and botanicals (flavouring ag+ents). Like vodka, gin does not require aging. Depending
on the botanicals used, gin may have an herbal, flowery or woody taste. Each distillery
has its own closely guarded formula for the type and proportion of flavourings used in its
gin.
Some popular brands of gin are
 British - Beefeater, Plymouth

 American – Gilbeys, Gordons
 Indian – Blue Riband, Mansion House.
1.6. Rum
Rum is a spirit manufactured by fermenting and distilling molasses, a by-product of

sugar. It is believed that the word rum is derived from Saccharums, which means sugar or
beet. There are 2 kinds of rum, white and dark.
White rum is dry, light and vodkas-like. It is aged in wooden casks for a minimum of 1
year and filtered before bottling to remove its colour.
Dark rum is fuller and more aromatic than the white rum. Caramel is added before
bottling to achieve the desired shade and to slightly enhance the flavour.
Some popular brands of rum are
 Dark Jamaican – Jamaica, Lemon Hart

 White Jamaican – Appleton white
 Indian – XXX, Old Monk
1.7 Tequila
This is a Mexican spirit made by fermenting and distilling the juice of the blue Agave
Tequilana plant. The spirit gets its name from the town of Tequila, situated in West –
Central Mexico. It is available in 3 styles.
1) White or Silver Label Tequila: It is colorless and requires little or no aging.

2) Gold Label Tequila: It undergoes some amount of aging in used barrels, which
softens it. The addition of caramel gives it a straw – gold colour.
3) Anejo or Aged Tequila: It is smoother and mellower than the other tequilas, as it is
aged for 1 to 3 years in wood.
Traditionally tequila is drunk neat, preceded by a lick of salt and followed by a bite into a
lemon wedge.
Some popular brands of Tequila are
Cuervo, Jose Cuervo etc.
1.8. Liqueur
A liqueur is any basic spirit to which other ingredients like sugar, flavours, colours and
herbs are added. There are two types of liqueurs found in modern bars: (i) Proprietary
liqueurs and (ii) Generic liqueurs.
(i) Proprietary liqueurs (eg. Cointreau – a sweet orange flavored liqueur) are called “
Top-Shelf ” liqueurs that are available all around the world. Proprietary
liqueurs are produced using high quality specific, authentic production methods
and ingredients.
(ii) Generic liqueurs (eg. Triple sec – also orange flavoured substitutes for the
proprietary liqueurs and some are produced locally in every part of the world.
 “Top-Shelf”- liqueurs which are known as premium, deluxe or exotic liqueurs which
are proprietary liqueur are referred to as “Top-Shelf” liqueurs. These are usually more
expensive and of the highest quality.
Most of the modern day bars stacks both kind of liqueurs, Providing a range of options
for the bartender to use when preparing mixed drinks and cocktails.
Proprietary liqueurs like cointreau, Benedictine, drambuie and Tia maria are always
imported because they are distilled only in their respective region or country of origin,
with a distinctive receipe, bottle shape and brand name and are very expensive.
Generic liqueurs are cheaper liqueurs without a protected name, receipe or bottle shape.
They are produced in many parts of the world and are priced competitively. Brand names
of generic liqueurs include crime de menthe, Blue Curacao and crime de cocao.
Some proprietary liqueurs:-
Country of % Alcohol
S.No. Name Flavour / description
origin by volume
1 Benedictine France 43 Brandy base, citrus and herbs
2 Cointreau France 40 Sweet orange with herbs
3 Drambuie Scotland 40 Scotch base, heather honey and herbs
4 Tia Maria West Indies 32 Rum base, light coffee
5 Barleys Ireland 17 Irish whisky base, vanilla and cream
6 Pernod France 40 Strong aniseed

Southern
7 U.S.A. 38 Bourbon base, peaches.
comfort
Grand
8 France 40 Cognac base, sweet orange and herbs
Marnier
9 Kahlua Mexico 27 Rich coffee
Pimmis
10 England 40 Gin base, mixed berries.
No.1.
Some Generic liqueurs:-
% Alcohol by
S.no. Name Flavour / description
volume
(a) Advocaat 28 Egg, Sugar and Brandy
Crime de menthe
(b) 23 Peppermint
(green)
Crime de menthe
(c) 23 Peppermint
(white)
(d) Blue Curacao 23 Orange
(e) Triple Sec 23 Orange
(f) Crime Cacao 23 Chocolate
(g) Frais be bois 23 Strawberry
(h) Crime de Cassis 25 Black current
(i) Aprical Brandy 23 Apricot
(j) Mango Liqueur 25 Mango

Liqueurs are served neat in small liqueur glass after a meal or used as mix for cocktail
also.
1.9. Bitters
Bitters are strong bitter alcoholic liquid that is made from plants or roots or plant barks
and stems and added to other alcoholic drinks to give flavour like gin with a dash of
bitters. Usually the bitters give a good bitter taste and better flavour when mixed with
other alcoholic drink; bitters as such are not drunk neat by itself.
There are many types of bitters like Campari bitters, Angostura bitters, lemon bitters.
a) Campari bitters - Among all the bitters, campari is the best known. it is red in
colour and is flavored with orange peel.
b) Angostura Bitters – This is a bitter liquid, flavored with a bark of a tropical tree,
which is used to give a pleasant bitter flavour to alcoholic drinks.
c) Lemon bitters: Lemon yellow citrus fruit with a lot of sour juice. The lemon skin
contains lemon oil which has a pleasant bitter taste. The lemon skin (peel) is known
as the zest of the lemon. This zest is the main ingredient for making lemon bitter.
d) Orange bitters – Orange is a round citrus fruit with thick reddish yellow skin and a
lot of sweet juice. The outer skin of the orange is dried, when it is called orange peel,
which is the main ingredient for making orange bitters.
1.11. Sake
This is a traditional Japanese rice wine and is usually served warm in small cups called
“Sakazuki” and poured from a narrow mouthed bottle called “Tokkuri”. Its colour can
vary from clear to pale amber with each brand having a distinctive character and taste. It
does not need aging. It has 18 % alcohol.
Activity One
Give a written response to the following questions
1. What is meant by spirits?

2. Explain the manufacturing process of spirits.
3. Differentiate pot still and patent still distillation methods?
4. What are called as liqueurs? Give some examples of proprietary and generic liqueurs.
Summary
Spirits are liquors that are prepared from the process called as distillation and hence, they
are otherwise called as distilled spirits. Whisky is a spirit obtained by the distillation of
the fermented mash of grain usually barley, maize or rye or a mixture of all three in
different proportions. It is then aged in wooden casks. The word whisky gets its name
from Usquebaugh, which means Strong Water. It should be noted that the Scottish water
plays an important role in giving Scotch its special taste. Two types of whiskies are
mixed to produce Scotch. They are malt whisky which gives Scotch its body and
character and grain whisky, which is used for its lightness. Both are blended to give
Scotch whisky. Brandy can be defined as a spirit distilled from wine. It is produced in
almost all wine producing areas, by fermenting and distilling grape juice. When fruits
other than grapes are used, the word brandy is linked with the name of the fruit, such as
cherry brandy and apricot brandy. When the label reads just brandy, it means that it is
made from grape wine only. France was the first country to produce brandy from
widespread commercial sale. Brandy is made all over France. The 2 types of brandies
made in France are: Cognac – the most famous brandy and Armagnac – the oldest
brandy. Vodka is a highly rectified patent-still spirit. It is purified by passing through
activated charcoal, which removes all the aroma and flavour. It can be described as a
colorless and flavorless spirit. Vodka is essentially a neutral spirit, which can be distilled
from anything fermentable including potatoes, but most vodka is made from grain. Vodka
does not require maturation. The term gin is taken from the first part of the French word
Genievre that means juniper. Juniper is the main flavouring agent used in the production
of gin. Rum is a spirit manufactured by fermenting and distilling molasses, a by-product
of sugar. It is believed that the word rum is derived from Saccharums, which means sugar
or beet. There are 2 kinds of rum, white and dark. White rum is dry, light and vodkas-
like. It is aged in wooden casks for a minimum of 1 year and filtered before bottling to
remove its colour. Dark rum is fuller and more aromatic than the white rum. Caramel is
added before bottling to achieve the desired shade and to slightly enhance the flavour.
Tequila is a Mexican spirit made by fermenting and distilling the juice of the blue Agave
Tequilana plant. The spirit gets its name from the town of Tequila, situated in West –
Central Mexico. It is available in 3 styles. White or Silver Label Tequila: It is colorless
and requires little or no aging, Gold Label Tequila: It undergoes some amount of aging in
used barrels, which softens it. The addition of caramel gives it a straw – gold colour and
Anejo or Aged Tequila: It is smoother and mellower than the other tequilas, as it is aged
for 1 to 3 years in wood. Traditionally tequila is drunk neat, preceded by a lick of salt and
followed by a bite into a lemon wedge. A liqueur is any basic spirit to which other
ingredients like sugar, flavours, colours and herbs are added. There are two types of
liqueurs found in modern bars: (i) Proprietary liqueurs and (ii) Generic liqueurs. Bitters
are strong bitter alcoholic liquid that is made from plants or roots or plant barks and
stems and added to other alcoholic drinks to give flavour like gin with a dash of bitters.
Usually the bitters give a good bitter taste and better flavour when mixed with other
alcoholic drink; bitters as such are not drunk neat by it. There are many types of bitters
like Campari bitters, Angostura bitters and lemon bitters. Sake is a traditional Japanese
rice wine and is usually served warm in small cups called “Sakazuki” and poured from a
narrow mouthed bottle called “Tokkuri”. Its colour can vary from clear to pale amber
with each brand having a distinctive character and taste. It does not need aging. It has 18
% alcohol.
Check list
Put a tick (√) mark in front of the activity you perform well, if you find an activity
which you cannot perform well, please go back and refer the chapter passed
through.
1. Define the term spirits?
2. What are identified as liqueurs and bitters?
3. What are the ingredients used in preparing various spirits such as

Whiskey, Rum, Gin, Brandy, Vodka and Tequila?
Reference:
 Dennis.R.Lillicrap & John.A.Cousins, Food and Beverage Service, ELBS Edition

 Sudhir Andrews, Food and Beverage Training Manual, Mc.Graw Hill Publishing
Company Limited, New Delhi, 1994
 WWW.google.com
CHAPTER TWO
BEER
Chapter objectives

 Define and differentiate what are beers and their types.
 Understand the basic manufacturing process of preparing beers.
 The ingredients/ materials and machineries used in the preparation of beers
 The storage and the proper procedure of serving beers.
2.1. Definition:
Beer is produced by fermenting grain MASH. The ingredients used in making beer are
Barely, Water, Hops and Yeast.
2.2 Beer Making Process:
BARLEY – Barely grain is moistened and warmed until it begins to germinate, but
before the shoot of the new growth emerges from the grain, the process is stopped. This is
known as MASH. The MASH is then dried and heated in the KILN (A, kind of cooking
oven, similarly to the oven used for baking clay or bricks). This process of drying the
MASH is called MALT.
This partial germination is necessary because the process of the growth within the grain
produces a substance called amylase, which has the power of being able to decompose
the starch in the barley grain into simple forms of sugar. This makes the brewing of beer
possible because the sugar produced is easily converted into alcohol by fermentation with
yeast.
Having made the malt, it is crushed and placed in hot water for about two hours. During
this stage, the starch left in the MALT is converted by the amylase of sugar and the mash
is then known as WORT. This wort is then run off the mash into large copper vats, where
HOPS are added. Hops are the green female flowers of the hop plant that have been dried
and then added in the making of beer. Hops give the bitter flavour which is characteristic
of beer, and also help to preserve the beer. After boiling, the wort is cooled and strained
into fermenting vats, where yeast is added to ferment the sugar into alcohol. Several days
are needed to complete this fermentation, which is accompanied by the release of carbon
di oxide.
Sugar plus yeast equals alcohol plus CO2 (Carbon-di-oxide) gas, and it is the gas that
cause the froth on fermenting, liquids and the head of froth on the top of beer. When the
fermentation is completed, the remaining yeast is skimmed off and the beer is racked
(That is, strained from the hops, the dead yeast and the malt) into tanks or casks. The beer
is conditioned in these tanks, and this process takes only one or two weeks for mild beer,
but up to six months for strong beer.
During the conditioning period, the beer matures and any sediment that escape the
straining process, settles so that the beer becomes clear. Dark brown beer is obtained by
cooking the malt, until it terms known. Beers are marketed or sold in bottles or cans. In
India the standard size of a beer bottle is 650 ml.
2.3. Types of beer
a) Lager:
Lager is a type of beer, which is commonly brewed in India, just like in any other
country. Originally larger beer originated in Germany, where the word Lager means age
or store. Lager beer is light bodied, bright and sparkling with effervescent. It is aged
“Briefly” and carbonated.
b) Pilsner:
Pilsner is a bright light bodied beer which originated in pilsner, Czechoslovakia. Today,
pilsner type brew are produced in many parts of the worlds, including India.
c) Ale:
Ale is a malt and cereal beverage which is usually heavier in body and more aromatic
than lager. Ale is usually bitterer in taste, than the beers, Indians are used to. The English
people are fonder of Ale and the maximum sale in any English bar is Ale.
d) Stout:
Stout is sweet, dark Ale, which has a chiastic flavor of malt and the bitter taste and flavor
of Hops too.
e) Porter:
Porter is ale, seldom produced these days. Porter beer is similar in character to stout but
not as strong but is much sweeter and richer. Some brand names of beers available in
India are
a) Kingfisher
b) U.B. Lager
c) Kalyani Black Label
d) Haywords – 2000
e) Marco Polo
f) Black Knight
2.4. Storing and Caring:
Beer which comes in casks is known as Draught Beer.
Beer cask sizes are
Barrel - 36 gallons
Firkin - 9 gallons
Pin - 41/2 gallons.
2.5 Service of Beer:
Beer is always served chilled at 100 C to 120C. Beer is served in three types of glasses;
they are Beer Mug, Pilsner glass or standard beer glass. People usually appreciate a well
chilled glass of beer on a hot summer day. Many people feel that beer goes, very well
with the spicy Indian Food.
Activity Two
1. What is meant by Beer?

2. Explain the manufacturing process of beer in detail.
3. Differentiate Lager and stout beers?
4. What are the popular brand names in Ethiopian Beers? Give some examples of them.
Summary
Beer is produced by fermenting grain MASH. The ingredients used in making beer are
Barely, Water, Hops and Yeast. BARLEY – Barely grain is moistened and warmed until
it begins to germinate, but before the shoot of the new growth emerges from the grain, the
process is stopped. This is known as MASH. The MASH is then dried and heated in the
KILN (A, kind of cooking oven, similarly to the oven used for baking clay or bricks).
This process of drying the MASH is called MALT. This partial germination is necessary
because the process of the growth within the grain produces a substance called amylase,
which has the power of being able to decompose the starch in the barley grain into simple
forms of sugar. This makes the brewing of beer possible because the sugar produced is
easily converted into alcohol by fermentation with yeast. Having made the malt, it is
crushed and placed in hot water for about two hours. During this stage, the starch left in
the MALT is converted by the amylase of sugar and the mash is then known as WORT.
This wort is then run off the mash into large copper vats, where HOPS are added. Hops
are the green female flowers of the hop plant that have been dried and then added in the
making of beer. Hops give the bitter flavour which is characteristic of beer, and also help
to preserve the beer. After boiling, the wort is cooled and strained into fermenting vats,
where yeast is added to ferment the sugar into alcohol. Several days are needed to
complete this fermentation, which is accompanied by the release of carbon di oxide.
Sugar plus yeast equals alcohol plus CO2 (Carbon-di-oxide) gas, and it is the gas that
cause the froth on fermenting, liquids and the head of froth on the top of beer, when the
fermentation is completed, the remaining yeast is skimmed off and the beer is racked
(That is, strained from the hops, the dead yeast and the malt) into tanks or casks. The beer
is conditioned in these tanks, and this process takes only one or two weeks for mild beer,
but up to six months for strong beer. During the conditioning period, the beer matures
and any sediment that escape the straining process, settles so that the beer becomes clear.
Dark brown beer is obtained by cooking the malt, until it terms known. Beers are
marketed or sold in bottles or cans. In India the standard size of a beer bottle is 650 ml.
There are different types in Beers such as Lager, Stout, Pilsner, Ale and Porter etc.
Normally Beer has to be taken chilled in the appropriate glasses and in the right
temperature so as to enjoy the real taste.
Check list
through.
1. Define the term Beer?
2. What are stout and pilsner? How do they differ from each other?
3. What are the ingredients used in preparing Beer? What is the right
procedure in the storing and caring of Beers?
Reference:

 WWW.google.com
CHAPTER THREE
NON ALCOHOLIC BEVERAGES
Chapter objectives

 Define and differentiate the different types in non-alcoholic beverages.
 Understand the basic manufacturing process of preparing juices and cordials.
 The ingredients/ materials and machineries used in the preparation of non-alcoholic
beverages.
 The storage and the proper procedure of serving non-alcoholic beverages.
3.1. Juices:
Juice is a liquid that is naturally contained in fruit and vegetables. It can also refer to

liquids that are flavored with these or other biological food sources such
as meat and seafood. It is commonly consumed as a beverage or used as an ingredient or
flavoring in foods.
Juice is prepared by mechanically squeezing or macerating (sometimes referred to as cold

pressed fruit or vegetable flesh without the application of heat or solvents. For example,
orange is the liquid extract of the fruit of the orange tree, and tomato juice is the liquid that
results from pressing the fruit of the tomato plant. Juice may be prepared in the home from
fresh fruit and vegetables using a variety of hand or electric juicers.
Many commercial juices are filtered to remove fiber or pulp, but high-pulp fresh orange
juice is a popular beverage.
Common methods for preservation and processing of fruit juices

include canning, pasteurization, concentrating, freezing, evaporation and spray drying.
3.2. Squashes:
Squash (also called cordial, barley water) is a non-alcoholic concentrated syrup that is

usually fruit-flavoured and usually made from fruit juice, water, and sugar or a sugar
substitute. Modern squashes may also contain food colouring and additional flavouring.
Some traditional squashes contain herbal extracts, most notably elderflower and ginger.
Squash must be mixed with a certain amount of water or carbonated water before

drinking. As a drink mixer, it may be combined with an alcoholic beverage to prepare
a cocktail
Citrus fruits (particularly orange, lime and lemon) or a blend of fruits and berries are

commonly used as the base of squash. Popular blends are apple with blackcurrant,
raspberry with pomegranate, and orange or peach with mango. Less popular single-fruit
squashes are also produced, such as pineapple, pomegranate, raspberry, and strawberry.
Traditional squashes are usually flavoured with ginger, chokeberries (often with spices

added), elderflower, and sometimes orange or lemon.
Squash commands a large share of the fruit juices and soft drinks market. Squash is popular in
the UnitedKingdom, Argentina, Bangladesh, Malta, Pakistan, Ireland, India, Indonesia, Israel, Sca
ndinavia, South Africa, Kenya, Australia, Cyprus, New Zealand, and Hong Kong.
It is generally not available in the United States. When it is available there, it is quite
expensive. Some Americans make it at home. This process involves boiling water and
sugar together on a low heat, then adding fruit juice and lemon juice (or citric acid). Plant
extracts may also be added.
3.3 Spring/Mineral Water:
Mineral water is water that has either naturally or artificially added minerals. Many forms
are also carbonated, which may also be the result of natural processes, although this is not
required. Technically, it is defined by its having over 250 parts per million (ppm) of a
mineral substance.
Most water has to be processed to reduce its mineral content, along with unwanted
bacteria or chemicals. Mineral water, on the other hand, is usually obtained from a water
source rich in some kind of mineral thought to be beneficial to the health. As water sits in
contact with minerals, they are slowly dissolved into it.
3.4. Soft Drinks

A soft drink (also called soda, pop, coke, soda pop, fizzy drink, seltzer, mineral, lolly
water or carbonated beverage) is a beverage that typically contains carbonated water,
a sweetener and a flavoring. The sweetener may be sugar, high-fructose corn syrup, fruit
juice, sugar substitutes (in the case of diet drinks) or some combination of these. Soft
drinks may also contain caffeine, colorings, preservatives and other ingredients.
Soft drinks are called "soft" in contrast to "hard drinks" (alcoholic beverages). Small
amounts of alcohol may be present in a soft drink, but the alcohol content must be less
than 0.5% of the total volume if the drink is to be considered non-alcoholic. Fruit
juice, tea and other such non-alcoholic beverages are technically soft drinks by this
definition but are not generally referred to as such. Soft drinks may be served chilled or at
room temperature, and some, such as Dr Pepper, can be served warm
3.5 Mocktails
Mocktail is any cocktail without alcohol.
3.6 Hot Beverages:
Hot beverages comprise of beverages that are typically served hot. Beverages

are liquids specifically prepared for human consumption. Examples are Tea, Coffee,
Machiatho, Cappuccino, Hot chocolate etc.
Activity Three
1. What is meant by Non-alcoholic Beverages?

2. Explain the manufacturing process of fresh juices in detail.
3. Differentiate Squashes and Cordials?
4. What are the popular fresh juices that are available in hotels and restaurant/juice
parlors? Give some examples of them.
Summary
Juice is a liquid that is naturally contained in fruit and vegetables. It can also refer to
liquids that are flavored with these or other biological food sources such
as meat and seafood. It is commonly consumed as a beverage or used as an ingredient or
flavoring in foods. Juice is prepared by mechanically squeezing or macerating (sometimes
referred to as cold pressed fruit or vegetable flesh without the application of heat or
solvents. For example, orange is the liquid extract of the fruit of the orange tree,
and tomato juice is the liquid that results from pressing the fruit of the tomato plant. Juice
may be prepared in the home from fresh fruit and vegetables using a variety of hand or
electric juicers. Many commercial juices are filtered to remove fiber or pulp, but high-pulp
fresh orange juice is a popular beverage. Common methods for preservation and
processing of fruit juices include canning, pasteurization, concentrating,
freezing, evaporation and spray drying.
Check list
through.
1. Define the term Non-alcoholic Beverage?
2. What are fresh juices and squashes? How do they differ from each other?
3. What are the ingredients used in preparing cordials? What is the right
procedure in the service of non-alcoholic beverages?
Reference:

 WWW.google.com
CHAPTER FOUR
SPECIALIZED FORMS OF SERVICE
4.1. Floor/Room Service:
Room service or "in-room dining" is a hotel service enabling guests to choose menu items for

delivery to their hotel room for consumption there, served by staff. Room service is organized as
a subdivision within the Food & Beverage Department of high-end hotel and resort properties. It
is uncommon for room service to be offered in hotels that are not high-end, or in motels.
4.2 Hospital Tray Service:
Tray service is a type of service where the whole or part of a meal is delivered to the customer on
trays. This could mean a whole meal, like those that get delivered to patients in hospitals, or
passengers on an airplane, or it could be something like hors-d'oeuvres or beverages that waiters
pass to guests at a party.
4.3 Home Delivery:
It is one of the specialized forms of service often you can find in fast food and take away outlets.
Either you can go and order in person or by phone after the order is taken it will be delivered to
the home address by the staffs working in the outlet using motor cycles or cars.
4.4 Airline Tray Service:
An airline meal or in-flight meal is a meal served to passengers using tray on board a

commercial airliner. These meals are prepared by airline catering services. These meals vary
widely in quality and quantity across different airline companies and classes of travel. They
range from a simple beverage in short-haul economy class to a seven-course gourmet meal
in long-haul first class.
4.5 Rail Service:
It is a type of food service that takes place in the trains/railways for the passengers. The menu
can be elaborate based on the class of travel and it may provide a tray service or table service
accordingly.
4.6 Lounge Service:
It is a room (as in a hotel or airport) with seating where people can wait. In the time of waiting
they may prefer to have a food or drink that will be served to them using the lounge waiters
CHAPTER FIVE
FUNCTIONS CATERING
BANQUET INTRODUCTION
If we take the word banquet it means – A formal meal for a large number of people, usually for a
special occasion, at which speech a often made.
In the hotel industry, when we say banquet, we mean catering for a large group of people, for
which the menu and other arrangement are already fixed, the price is also prefixed and the bill is
paid by the host of the party.
Service banqueting is one of the most major revenue earning, food and beverage outlets of the
hotel; most up market hotel have a number of banquet halls to accommodate large or small
groups of people. In most big hotels, there will be a separate banquet kitchen attached to the
different banquet halls. In the hotel the banquet function which are arranged may be a formal
function or on informal function.
Layout of a banquet department
Most star hotels, concentrate a lot on the banquet department service, it is one of the major
revenue earning department of the food and beverage department of any hotel.
All star hotels have atleast 5 to 6 banquet halls of different sizes to accommodate different
function of big or small size, similarly at the sometime.
The smaller banquet room will be able to accommodate small conferences or board meeting of
comprises where only a small group will meet and the bigger banquet rooms will large capacity
can accommodate function like mirages or launching of a new product by a company.
The banquet halls, layout in many hotel is planned in such a way, that the entrance for he guest is
direct from the car park, without entering through the lobby of the hotel, this will reduce the rush
in the lobby of the hotel when function are held for large number of people at the sometime. All
big banquet halls will have a ANTE ROOM attached to the front of the banquet hall on arrival
the guest will enter through the Ante room before they enter the main banquet hall. In case of
formal banquet, the formal seating plan will be displayed in the anteroom for informal function,
the welcome drinks or cocktails will be served in the anteroom. For wedding ceremonies the
reception counter to welcome the guest, in the traditional India costume with sandalwood paste
and flower will be arranged in the anteroom.
The Anteroom will lead to the main banquet hall. The main guest entrance to the banquet hall
should be in the opposite direction and a bar away from the staff service entry door, which leads
to the kitchen.
The banquet sales office will be separate and all banquet booking will be look after by the
banquet sales team, which will be separate from the banquet operation team, though both the
team will be under the control of the banqueting manager.
BANQUET HALL PLAN
KHORSHED MAHAL (BALL ROOM)
It is situated at the Lobby, its dimension are given below
HALL 03.5 X 40 = 14.80 19.2 X 12 X 4.52
Surface 2540 Sq.feet 230.4 m2
ANTE 51.86 X 13.78 X 8.83 15.8 X 4.2 X 2.00
ROOM Surface 714.68 Sq.feet 88.86 m2

BANQUET STAFF – DUTIES AND RESPONSIBILITIES
The banquet departments consist of two sections. One section is the banquet sales office and the
other is the banquet operational department.
The banquet sales office is head by the banquet sales manager and the banquet operation is
headed by the banquet headwaiter. The head for both banquet sales office and the actual banquet
operation execution is the banquet manager.
BANQUET SALES MANAGER
The job of the banquet sale manager is to contact the potential clients and give a presentation of
the various banquet facilities available in the hotel, to access the guest need according to the type
of function they are planning to conduct and give suggestion about how to go about organizing
the event based on the choice we have to offer. The banquet sales manager may make a power
point presentation from the details he may carry on his / her laptop to the potential clients. The
main job of the banquet sales manager is to market the banquet hall and the banquet facilities we
have to offer. The different thing that the banqueting sales manager uses for selling the banquet
hall is known as the banquet marketing SALES TOOLS.
The banquet sales tools will include, the seating plan for different types of functions, the area of
each banquet hall, the capacity of each hall for each type of seating arrangement like theatre type
seating arrangements, class room style seating arrangement, formal seating arrangement, cocktail
and buffet arrangement, the choice of different type of menus available like LCD projector,
public address system, the different types of services offered, the lightly available for special
occasion, the service of D.J’O, master of ceremony, Toast master, live music, the details are
endless.
Present day banquet sale manager have all the facilities, they have to offer, recorded on a laptop
and can so to the guest in the form of 3D presentation for selling the banquet halls and the
banquet facilities offered. The guest can know exactly what is going to be offered by seeing the
presentation and can precisely decide what they require while confirming the banquet booking.
BANQUET MANAGER
He has the entire administrative responsibility. He meets the prospective clients and discusses on
the complete arrangement for the seating plan, table plan, finalizing the menu, wines or cocktails
or welcome drinks to be served, band or live music to be arranged, toast master if required,
reception on guest arrival and soon. He has to finishes the entire banquet contract, discussing
with the gust all the minutest details and to finalize the number of packs and the prices. The
banquet manager must send to all the departments concerned like kitchen, housekeeping,
security, a memo, informing these various departments concerned about the dates of various
function each banquet hall, the number of guest and any other details that may be required by a
certain department.
BANQUET SECRETARY
The banquet secretary works with the banquet manager and is responsible for handling all
incoming and outgoing mail, for seeing to it that all memos are sent to the appropriate
departments and for correct filling of all correspondence. Now days of course most
correspondence are through E-Mail. The secretary handles all telephone calls and in the absence
of the banquet manager may take the details are entered on the correct form. Bookings are
generally May in one of the 4 ways – by telephone, by letter, by E-mail or in person. A
confirmation letter must confirm all bookings made.
BANQUET HEAD WAITER
The banquet headwaiter is Incharge of the banquet hall and is Incharge for arranging the various
banquet function. He is a very responsible job. In the banquet department most staff employed
are on daily wages. The banquet headwaiter should take that sufficient daily wages or casual
staffs are informed well in advance, to be engaged for each function. The banquet head waiter
would normally have a list of names, address and mobile number of the best casual / daily wages
staff and he will ensure that they are informed well in advance for the forthcoming function.
When well trained casual staff are engaged, they will work as a team together with the
permanent staff, hence can achieve providing excellent service to the guest and make a good
name and profit for the hotel, thus ensure repeat customer.
DISPENSE BARMAN
The dispense barman is a permanent staff of the hotel. He may be attached to the banquet
department in a big hotel or he may be attached to the bar in smaller hotels. Whenever cocktails
dinner is organized, the dispense barman plays a vital role, he is Incharge for setting up of the bar
in the Anteroom or banquet hall, he has to organize the bar staff for the banquet. He has to
control the stock of liquor billing which is based on the actual consumption and is always
charged separately and not added to the food and other bills. He has to take stock of the liquor
after the function is completed and should restock the banquet dispense bar.
PERMANENT BANQUET SERVICE STAFF
Unlike in other food and beverage service outlets, the permanent staff in the banquet department
is very less, because in the banquet department mostly casual or daily wages staff are employed
for service. The permanent banquet service staff will usually be in the rank of station waiters or
chef-de range that will mostly supervise the mise-en place before the function and also will take
care of all the other arrangements required for the specific function. They will make a check list
for each function and ensure that every perfection arrangement is made to perfection.
During the function they will coordinate all the casual staff and see that all the food and other
services for the guest goes on smoothly, so that the host is fully satisfied with all the
arrangements made for his guests.
CASUAL STAFF
All hotels employ casual staff for doing the banquet mise-en-place and the actual service. In
India most 5 star hotels engage casual staff. The hotels prefer calling catering college students
for banquet service. Service they will be knowledgeable and smart. The banquet captain before
the commencement of each function will conduct a briefing and the casual staff should be fully
informed regarding the various details of the service for the function in the briefing. A waiter at
a banquet is generally expected to serve 8-10 covers for full sit down silver service. But this kind
of sit down formal service is not very common in India. Mostly in India we have buffet service
for banquets.
In Europe the banquet casual worker or waiters are paid on an hourly bases, where as in India the
casual staff are paid on a daily wage basis. It is the duty of the banquet captain to check that the
casual staffs report for duty, properly groomed. The casual staff should be taken well, taken care
so that they are happy and do better service. The casual staff will be provided duty meals in the
staff cafeteria apart form the daily wages. It would not be wrong to say that the casual staff play
a very major role for the success of each and every single banquet function that takes place be it
formal or informal function.
A BANQUET WINE WAITER
He serves approximately 25 covers, but this depends on the type of function, the amount of
wines on offer & whether any wine is inclusive in the price of the menus (or) if cash drinks are
being served. The wine waiters normally help the food waiters with the service of vegetables &
sauces for the main course when cash drinks are served, the win waiters, are normally given a
token with which they pay the cashier or barman as drinks are ordered of collected form the
barman. The responsibility then rests with the wine waiter to collect the cash for any drinks he
has served this is done immediately after the liqueurs are served & before the taste commence. If
any guests signs their bill (or) wish to pay by Cheque this must first of all be confirmed by some
one in authority. The wine waiters are sometimes required to serve aperitif or welcome drink at a
reception before the meal. If so they are required to do the necessary mise-en-place to ensure that
the reception area in ready with ash trays, cocktail, snacks, setting up of portable bar, polishing
glasses and soon. They also ensure that there are plenty of small tables available.
FORMAL FUNCTIONS
Formal functions are often referred to as form all banquets. The formal banquet is a formal meal
served for elite high dignitaries who are invited for a special occasion, at which speeches are
often made for example a state banquet hosted by the president of India in honor of the visiting
president of a common wealth country. All the guests are advised in advance regarding the style
of formal dress they are to wear for the occasion may be a lunches or dinner.
The menu for the formal banquet with the head table or top table, where the chief guest, the host
and other diplomatic dignitaries will be seated with 3 or 4 springs attached, where the rest of the
guest will be seated. The seating plan will be displayed to the banquet room. The entire invited
guest will enter the banquet hall only after the chief guest arrives. The chief guest will be ushered
into the banquet hall by the host (The President) and all the other dignitaries who are invited will
follow the chief guest and take their respective seats. Nameplates will be placed on the table, so
that the guests can sit in the tables allocated to them.
The type of service for formal banquet is always full silver service. The menu will commence
with hors d’oeurres or soup and finish with desert. The service for each course will first
commence at the top table or head table and will them simultaneously commence for the other
entire guest. The service staff will be well trained and have many mock practice secession for
every formal state banquet.
The food will be served course-by-course starting first with the top table or head table,
simultaneously commencing service to all the springs as well.
The usual formal seating arrangement for formal banquets is called a COMB shaped
arrangement, which will consist of a top table or head table with 3 or 4 springs attached to the
top table as shown in the picture.
SEATING PLAN FOR A FORMAL SIT DOWN BANQUET
.LESS FORMAL FUNCTIONS
Less formal function are all-only for dignitaries who are invited and the dress code for the guest
will be formal but national costumes will be allowed. This is also a sit down silver service but
the seating arrangements will be different from the formal banquet. In this type of banquet
arrangement there will be a head table or top table where the chief guest and the host will be
seated and all the other guest may be seated in round tables which are symmetrically arranged.
This type of less formal banquets are arranged where most of the invites are equals. For example
the Governor of a state is also the chancellor for all the universities in that state and he may host
a banquet on teachers day to all the vice chancellor of all the various universities in the state.
Since all the vice-chancellor are equal, this type of banquet seating arrangement will be ideal.
Please see the diagram for showing the neatly arrangement for less formal banquets.
SEATING ARRANGEMENTS FOR LESS FORMAL FUNCTION

BANQUET BOOKING PROCEDURES
The basic principles for booking a banquet are the same for any hotel anywhere in the world.
To avoid any confusion caused by unprofessional booking practices every hotel will have a
organized system to keep its banquet booking in proper order.
To start with a guest who wishes to hold a function in our hotel say a wedding reception or
marketing event or product launch or a conference or a monthly meeting of his company or a
cocktail dinner for a group of people, will be contacting the banquet department by any one of
the following means communication
a) Letter
b) Telephone
c) Person
d) By E-Mail
As soon as the enquiry is received in any of the above method of communication, all the detail
that the guest gives should be written down on a enquiry form.
The next procedure to be followed is to enter the details in the BANQUET DIARY.
BANQUET DIARY:
Banquet diary is an organized piece of equipment (book) that lists the various banquet halls that
the hotel has to rent on a daily basis, each meal period like breakfast, lunch, evening tea and
dinner each day of the year will have one page in the book. The person doing the booking would
open to the date and see if any booking ha already been made for that particular banquet hall. If
there is nothing entered, then the booking person could tell the space to the guest. If the
particular banquet hall has already been booked then the guest would be hold that the particular
banquet hall has been previously booked and the banquet manager should then attempt to tell the
guest a different time or a different banquet hall if available or a different date on which the
banquet hall is available should be suggested.
In the BANQUET DIARY all preliminary books should be entered only with a PENCIL. Once
the booking is conformed and an advance is received then the entry in the Banquet Diary should
be written in Ink and what has been written in pencil, should be erased. Once it is written in Ink,
in the banquet diary, then it means that the banquet is 100% conformed.
The banquet dairy does not provide any information about the menu or other details. The banquet
diary will only contain information as to who has reserved the particular hall, whether it is a
CONFIRMED or TENTATIVE booking, the date and the approximate time and number of guest
that will attend the function. The main purpose of the banquet diary system is to avoid
overbooking.
The banquet diary is such an integral part of the banquet business; it should be kept in a
permanent place. The banquet diary should not be brought into another office or to a person’s
home when booking a party. When no one is in the office, the banquet diary should be kept in a
locked area.
Banquet diary is always a very big sized book. The banquet diary will cover all the banquet halls
available in the hotel and all the meal periods. Most hotels have them for a yea. Only authorized
people should be allowed to make entries into the banquet diary and the person who makes the
confirmed entry in Ink must put their initials in the entry to identify who made the entry.
In modern days computers are used by some hotel instead of the banquet diary. One advantage
the computer software has over the traditional banquet diary is that backup copies of all bookings
can be served and / or printed.
Even though information technology has made inroads in all the areas of hotel operation, most
hotels still prefer using the traditional of old method of using the banquet diary even to this day.
A TYPICAL PAGE FROM A BANQUET DIARY. ITS PURPOSE IS TO AVOID

OVERBOOKING:
THURSDAY, OCTOBER –18,2007 LUNCH
BANQUET GUES / COMPANY ESTIMATED TIME
HALL NAME NAME & ADDRESS NUMBER

SAFFIRE Dr. S.N.GEETHA 250 Pax 12 Noon up to
CONFERENCE Reader & Head School of 3.00 P.M
HALL Management studies,
TamilNadu Open University,
Chennai – 600 025. ADVANCE

Mobil: 9443327542 PAID
Rs.10,000/-
BANQUET FACILITIES OFFERED
We have discussed in detail the preliminary banquet booking procedures of how the banquet is
first made and entered in the banquet diary. After the banquet booking is confirmed, the banquet
manager will have to discuss with the guest and inform the guest of the various facilities offered
by the banquet department and finalize the requirements of the facilities required for that
particular banquet. The various facilities offered would include secretarial services, public
address system, audio visual ads like over head projector (OHP), multimedia projector,
flipcharts, slide projectors, power point presentation facilities, seating arrangements and
calculating the space for the set up of table, reception counter, stage and other facilities. For this
the banquet department will have the relevant information with the changes for each facility
provided. This is printed relevant information and Boucher with banquet seating arrangements is
known as banquet selling tools
COURTESY HOTEL OBEROI TOWER – YEAR 1984
HOTEL
OBEROI TOWERS
BANQUET SERVICES
CONVENTIONS / CONFERENCES
SEMINARS /EXHIBITIONS – Relevant Information
TIMINGS: 9.a.m to 5 p.m
CAPACITY
Area Rental
Auditorium Classroom U Type
Regal Room (Full) 1200 400 250 Rs. 15,000/-
Regal Room (half) 400 200 125 Rs. 7,500/-
The Senate 100 50 50 Rs. 3,000/-
Sunset Suite 90 40 30 Rs. 3,000/-
Jacaranda 45 25 25 Rs. 1,000/-
Oleander Board Meeting for 12 persons Informal Rs. 1,000/-

Meeting for 20 persons
Gulmohur Rs. 1,000/-
Regal Room (full) Exhibition Rs. 50,000/-
Regal Room (half) ‘’ Rs. 25,000/-
In-place ‘’ Rs. 4,500/-
Senate ‘’ Rs. 6,000/-
The Rental remains the same even if only a part of the session is required.
The Rental is waived and a special package deal offered for a full day Seminar which includes 2
services of Tea / Coffee and Luncheon.
No. Of Persons Rate
100 persons and above Rs. 65/- per head + 10% P.O + Sales Tax
An additional charge of Rs.8/- per head, will be levied if Biscuits / Cookies or Mini Sandwiches
are to be served.
Our complimentary service includes the lectern, dais, blackboard, and flip chart stand.
Tape recording, projection, translation, microphones, additional lighting and other special
facilities could be provided.
RATES FOR PROJECTION & MUSIC EQUIPMENT
FOR 3 HOURS FULL DAY
CAROUSEL PROJECTOR
35 mm slide Projector takes 80 slides in one single tray

Rs.175.00 Rs.350.00
provided with screen.
MOVIES PROJECTOR
35 mm Cine Sound Projector provided with Screen Rs. 850.00 Rs. 1200.00
16 mm Sound Projector provided with Screen Rs. 200.00 Rs. 400.00
Super 8 cum 8 mm Projector provided with Screen Rs. 200.00 Rs. 400.00
Super 8 Sound Projector provided with Screen Rs. 200.00 Rs. 400.00
EPIDIASCOPE
Projector takes written matter or photographs not larger

Rs. 200.00 Rs. 400.00
than 6” X 8” provided with screen.
OVERHEAD PROJECTOR
Projector takes Slides or Written matter on transparent

Rs. 200.00 Rs. 400.00
film upto 10” X 12” provided with screen.
TAPE RECORDER
Professional machines 7” Reel to Reel or Cassette

Rs. 200.00 Rs. 400.00
provided with Operator.
CAROUSEL TRAYS
Each Extra tray provided only without Projectors. Rs. 30.00 Rs. 50.00
Taping For Guest Rs. 500 for four hours
Cassette Rs. 50 each (Indian Cassette)
Operation Charges Rs. 50 to be added to all projection charges
Rs. 50 for electrician on duty.
Colour T.V & Video Rs. 650.00 Rs. 1000.00
V.C.R Rs. 350.00 Rs. 650.00
Colour T.V. Rs. 300.00 Rs. 500.00
TO INSURE PROPER SERVICE
Contact the client three weeks in advance of the function to make sure his or her plans are on
track. This may help to avoid last minute surprises.
SEATING ARRANGEMENTS
The banquet manager is often asked to help plan seating arrangements for the party. The
following is a step-by-step procedure for planning seating arrangements:
1. The estimated number is received from the client. Give the client a tentative floor plan.
The circled number is the number of guests to be seated at the table; the other number is
the table number (See Diagram)
2. As the client receives positive responses, guests are placed in groups that correspond to
the circled numbers.
3. The client assigns groups to tables.
4. After all guests have been assigned a table number, the client makes an alphabetized
listing of the guests names and table numbers.
A tentative floor plan given to the client by the banquet manager to set up seating arrangements
for a party. The number in the circle represents the number of guests that can be accommodated
at that table. The other number is the number of the table.
Every function should have a diagram such as that in Diagram. Because most setups are done
during the night when the banquet manger is not working, the diagrams should be as complete as
possible. In the morning, the first thing the banquet manager will do is check the rooms to make
sure that are set up correctly. If there is a problem, it can be corrected, and it can be determined
whether the mistake was the setup person’s or the banquet manager’s. The banquet manager
must know how to diagram function rooms simply and concisely.
The correct way to diagram a wedding reception
COURTESY HOTEL SHEVAROYS - SALEM

BANQUET FUNCTION PROSPECTUS – FORMAT AND PURPOSE
Once the banquet has been confirmed and all the final detail regarding the menu, type of seating
arrangements, timing of the function, the expected number of guest, the guaranteed number of guests, the
other facilities the guest may require are finalized, all these detail should be entered in the BANQUET
FUNCTION PROSPECTUS.
The number copies to the made of the banquet function prospectus, depends on each hotel policy. In any
case most hotels send one copy to the general manager, the executive chef, food and beverage manager,
food and beverage controller, finance or credit manger and the banquet file.
Given in the next page is a format of the FUNCTION PROSPECTUS given as courtesy by
Shevaroys International Food Mall – Salem.
The main purpose of the filling in all the details of the banquet function prospectus and sending
it to the various departments of the hotels in for informing each department regarding what all
are the arrangements to be made for each function. For example the kitchen should know well in
advance what dishes to be prepared and the number of pax (person) who are going to attend the
function, the housekeeping department should know in order to ascertain, how much linen will
be required, the flower arrangements required, the hotel engineering department should know
whether public address system is required, any special lighting requirement in case of a launch of
a new product, the bell desk should know which company is hosting the party and in which
banquet hall, so that they could put up sign boards in the lobby with direction to the banquet
venue on the day of the banquet. Apart from preparing banquet function prospectus and sending
it to the various departments of the hotels, as per the stipulation and requirements of the hotel.
There are certain departments in the hotel which need not be informed of all the details in the
function prospectus but they have to be informed only certain particular details. For example the
security officer need to be informed of the function, if any V.I.P is attending, the front office will
have to be informed to arrange for sufficient chauffer for taking the guest car to the parking
place. So for this purpose the banquet department should make a FUNCTION SHEET, which
could be sent to their department.
All banquet establishments need a form to transmit information from the client to the rest of the
staff. This is accomplished through the use of a standard function sheet.
FUNCTION SHEET
Event Date ____________________ Payment Arrangement ____________________
_______________________________________________________________
Organization _________________________ Business Phone ___________________
Address ____________________________ Home Phone ______________________
_______________________________________________________________
Person in Charge ______________________________________________________
Estimated Number _______________ Guarantee ___________ Set ______________
Room _____________________________ Time _____________________________
Food Program
Liquor
Price ______________________________ Booked By ________________________

Guest Signature & Date _________________________________________________
COMPILING AND MAKING SPECIAL BANQUET MENUS, CONFERENCE MENUS AND

STATE BANQUETS.
Compiling banquet menus for various functions is very different from compiling restaurant menus for the
reason that no two functions are the same. For example for a wedding reception the guest may wish to
have a very elaborate buffet with exclusive richly made dishes whereas for whole day conference, which
may require mid-morning tea and snacks, lunch and evening tea, the conference is the main objective,
hence the guest may request the banquet manager to suggest a light working lunch. In India most of the
banquet food service is buffet, while in European countries they may have some banquets with sit down
silver service. Usually in banquet menu for each course the host is given a choice between a number of
dishes. This gives the freedom to the host to choose and combine the dishes in each course to suit the taste
of the group of guests who will be attending the banquet function.
STATE BANQUETS
The head of a state or country to the head of another state or country usually hosts state Banquets. In state
Banquet formal ceremonies connected with higher levels of government or with kings and queens or
president are conducted, in formal dinner or lunches. For example the president of India can hold a state
banquet for her majesty the queen of England or the governor of TamilNadu can arrange a state banquet
for the king of Bhutan.
In state banquets PROTO-COL is strictly maintained. Proto-col means a system of fixed rules and formal
behaviour used at official meetings, usually between governments and diplomatic visit of a head of a
country to another country. State banquets are always formal functions with the chief guest seated at the
Head or Top table along with the host of the state or country and the rest of the dignitaries seated in the
sprigs.
This menu choice is not common in India. This menu is for a formal dinner.
This menu is for a informal dinner buffet which is the format used in the American and European
countries.
This is a banquet menu choice courtesy. Shevaroys International Food Mall – Salem
Terms and conditions
1. A minimum of 48 hrs notices is required prior to the Function subject to the availability of
Conference Hall.
2. The minimum number of Pax is required at the time of Booking and the Bill will be raised for the
same number of Pax. If it exceeds, the Maximum number of Pax will be charged.
3. The payment needs to be made at the end of the function.
4. A 50% of advance is required at the time of booking.
5. In case of Cancellation of the Function, the party is required to keep us informed 48 hrs before at
least.
6. In case of Pre-pone or Post-pone the date of Function, The party is required to keep Shevaroys
informed 48 hrs before at least subject to the availability of the Banquet Hall.
7. In case of extended hours of usage of Hall, charges will be applicable beyond the stipulated time
period.
8. Alcohol is strictly prohibited.
9. 2% VAT will be applicable.
10. The Payment can be in terms of Cash / Credit Cards / Debit Card / DD.
11. DD should be made in favour of “Hotel Shevaroys Pvt Ltd “.
Guest Signature F & B Manager
A Formal Banquet TABLE D’HOTE menu
Example of function dinner menus served by the Army Catering Corps. (a) To celebrated 47 th Annual
Dinner for the ACC Officer’s Dining Club at St Omer Barracks, Alders hot. (b) The final dinner menu
served at an Officer’s Mess of the British Army of the Rhine, West Germany, in the presence of Her
Majesty the Queen, the Guest of Honor.
FORMAL BANQUET SERVICE
SALAD BUFFET
AN INFORMAL BANQUET TABLE D’ HOTE MENU
INFORMAL BANQUETS
Basically there are two types of banquets. Normally formal and informal sometimes also referred to as
less formal banquets. We have already studied in detail about formal banquets. Formal banquets will
include formal lunches and dinners, where there will be a head table or top table and the service would be
sit down silver service.
Informal banquets may be sit down service or buffet service.
Informal banquets will include social function like wedding buffet dinner reception, social gathering like
dinner for the family of the people who work for a company, conference like political conferences,
launching of a new product by a company like a car company may be launching a new car and may also
need the service of a guest manager, forlorn parades, star night dinner for a charity cause, dealer meetings
and seminars.
BANQUET HALL READY FOR A LESS FORMAL SIT-DOWN SILVER SERVICE.
BUFFET
Buffet means service of a meal either break fast or lunch or high tea or dinner at which the guest serve
themselves from a table or buffet counter where the food will be displayed and then stand or sit
somewhere else be eat.
All buffets have a few basic principles. It goes without saying that all hot food must be served hot and all
cold food must be served cold. Buffet counters are arranged in such a way so that guests will not have to
stand in a long line waiting for food. The buffet has to look neat, and the food must be appetizing.
CHAFING DISHES are used to keep food hot on a buffet counter. The chafing dish consist of a frame,
two pans and a top lid. The top pan fits into the bottom pan, leaving two to three inches of space between
the two pans. The bottom pan should be filled with about on inch of hot water. Underneath the bottom
pan, there will be one or two containers that hold a can of jellied liquid or solid fuel that will turn of an
hour. Now a days the modern chafing dishes have electrical heating system. The food kept in the top food
container will keep hot but will not be recooked. This system of keeping the food hot in the chafing dish
is know as baine marie system.
Buffet service is ideal for a large gathering or a informal function. The buffet can be arranged for 10
people to upto 10,000 people.
TYPES OF BUFFET
1. SIT DOWN BUFFET

2. STANDING BUFFET
3. FORK BUFFET
4. FINGER BUFFET
5. DISPLAY BUFFET
SIT DOWN BUFFET
In this type of buffet service the guest will pick up the food from the buffet counter and will go and sit
down in their allotted table. Water, wine, juice and other accompaniment will be served at the table by the
station waiter on the table the covers will be layed just like for silver service. This type of sit down buffet
is very famous in all 5 star hotel coffee shops for lunch in India.
STANDING BUFFET
In this type of buffet service no table arrangements is made for the guest to sit. This standing buffet is
arranged for functions where there is a larger gathering. The guest stands and holds the plate in their hand
and eat the food. A few chairs alone may be arranged near the walls, for elderly people to sit down and
hold the plate in one hand and eat with the other hand.
FORK BUFFET
Fork buffet as the name suggest the meal are eaten with only a fork while standing. Hot and cold foods
may be served. All the dishes on the menu are made boneless and in cut into singular piece and cooked, in
order to enable the guest to have their meal only with a fork.
FINGER BUFFET
Finger buffets are more common at cocktail parties, where foods such as canapés, small cutlets, cheese
balls, cocktail somosas, potato finger chips, fish finger, sandwiches may be served. The guest require no
cutlery, because all foods are served in one or two bite size servings, which can be eaten with the fingers
or with the help of a toothpick. Guest do not expect a large meal in this type of buffet.
DISPLAY BUFFET
Display buffet used in a restaurant to display the food available such as salads, cheeses, deserts and cakes
from which the guest may choose. The food is then brought to the table by the waiter. The rest of the meal
is either table d’hote or a la carte menu.
A finger Buffet Menu served at the Science Museum, London by Leith’s Events and Parties
A planned buffet setup using a “T” format with a double stem. The chef has planned where each
item on the buffet table will be placed.
AN ATTRACTIVE TROPICAL BUFFET ARRANGEMENT

PLANNING FOR A COCKTAIL DINNER
Although buffet service has the advantage of allowing guest to select foods for themselves, which lowers
the overall price of a meal, it does create its own special problems. The main one is wastage, caused by
preparing too much food for the occasion and too many type of dishes.
While planning for a cocktail dinner a lot of planning is required. Because the bar staff ill have to be
coordinated with for indenting for the bar based on the occasion and the guest requirement. The finger
buffet has to be arranged for serving the bar snacks and preferable in another venue a sit down or a fork
buffet have to be arranged for the dinner after the cocktail. Most often a down floor need to be got ready
and the service of a D.J (Disc Jockey) may also be required. Planning for a cocktail diner is similar to
planning for any other banquet; expect that cocktail dinners are always mostly informal social gathering
where a lot of planning is required by the banqueting staff prior to the cocktail dinner.
Arranging the Buffet Centre
Arranging the buffet center is of utmost importance and a lot of care and planning should be taken into
consideration. The buffet center may have a butter sculpture, Ice carving, Salt dough sculpture, Jelly
sculpture, Vegetable carving or a combination of all the above. This is also referred to as the centerpiece,
because this will be the local point of the buffet counter. From this center point the vegetarian food will
be displayed on the left side and the non-vegetarian food will be displayed on the right side of the
centerpiece.
OUT DOOR CATERING
This is also referred to as off premise catering. In this type of catering the catering is provided away from
the hotel. This can occur at many different locations. In the hotel the banquet manager usually works
inside the hotel in the banquet hall and the guest come to the banquet hall to partake of the food and
service. In out door catering a tremendous amount of preplanning and organizing is required in order to
have a successful banquet. This is because all the equipments and food must be taken to the outdoor site.
CHAPTER SIX
GUERIDON SERVICE
6.1 Introduction:
Definition : Gueridon is a movable service table or trolley from which food may be carved,
filled, flambéed or prepared & served. It is also known as working sideboard.
Original meaning in France – It is a small table with a single central pedestal. Now days, it has
gained much significance in the restaurant representing a small, light, stable table for services
such as carving (Flambé & Salad mixing in front of the guest).
Structure of Gueridon:
1. The service top is flat, as gas lamp will be lowered into the upper casing. It helps in safety
cooking.
2. The top of the trolley is S.S – So easy cleaning
3. Control switch for gas lamp.
4. Drawer for surplus service equips.
5. Cutting board – for cutting.
6. A bracket on the lower tray for holding bottles of spirit & liqueurs.
7. Indentations on top of the trolley for accompaniments.
Normally a range & a hot plate on the gueridon distinguish a sideboard & working sideboard.
There are 2 types of fuels, which can be used
i) Spirit
ii) Gas
Equipments:
1. Fuel
2. Trolley
3. Sauté pan
4. Flambé spoon
5. Chopping board
6. Knife
7. Tongs
8. Spatula
9. Spoon & fork
10. Match box / lighter
11. Waste bin.
Service from Gueridon :
1. Get the order form the guest & then present the dish to the guest, then return to the
gueridon.
2. Place the hot plates on the side of the trolley, with the food for service kept on the hot
plate.
3. The food for service is then carved or filled if necessary & is to be placed on the hot plate
of the guest.
4. Unlike dishes service where spoon & fork are used together in one hand, gueridon service
requires that the spoon & fork are used one in each hand (More control of service).
5. The Vegetable & potatoes are then placed on to the plate by the waiter while the plates
are still on the gueridon.
6. The Sauces are placed on to the plate by the waiter & the plates are then placed in front
of the guests.
7. Where there are more than two people at 1 table, the main dish is served as described but
the vegetable & the potatoes are served as in silver service.
Safety Points:
1. Never place the lamp or the hot plate outside the four trolley legs.
2. Never move the trolley near to drapes.
Advantages of Gueridon:
1. Exploits the skill of the staff – Showmanship

2. Theatrical performance impact of visual attraction
3. By demonstrating to guest the integral part of cooking, heitens the enjoyment reassures
guest of quality & hygiene.
4. Stimulates appetite: Sight plays a part in enjoyment
5. Ensures last stage of perfectiveness, freshness & flavour.
6. Something different (not an usual service)
7. Provokes initiative buying
8. Individuality: Stimulates inventiveness in cooking & serving
9. Can involve guest participation Eg. Fondue, Jap style service.
10. Status symbol.
Disadvantages of Gueridon:
1. Needs skill (costly in labour, waiters not trained to cook)
2. Fails fully to exploit kitchen staff skills
3. Customer not recognizing chef’s skills may not take the rest service seriously.
4. Dangerous – gas explosion, oil fire, spirit fire, flammable liquor fire.
5. Odour problems – Vapour & smell not universally liked potential Methylated spirit lamp
fumes (More customers tolerance of gas lamps despite other hazards)
6. Noise level higher.
7. Extravagant in space usage.
8. Dirt, spoilage – requires additional cleaning.
9. Occupies too much of waiting staffs time
10. May not be appreciated by the guests of other tables who are not patronizing this service.
6.2 Introduction to Carving and Jointing
General Points:
1. The teamwork of chef, commis & waiters is necessary.

2. Always push the gueridon & never pull it. This helps to avoid accidents, as one is able to
see more easily where one is going.
3. When service is finished at 1 table, move the gueridon to the next table immediately.
Avoid wheeling a loaded gueridon around the # to prevent accidents.
4. When transferring foods & liquids from the silver to the plate always run the fork along
the underside of the spoon to avoid drips marking the plate.
5. Never filled or carve on a silver dish. Use either a carving board or a hot joint plate.
When using a fork in carving always work with the curved side down wards, otherwise
the prongs will puncture the meat.
6. The commis must always keep the gueridon clear of dirties.
6.3 Dishes involving work on the gueridon:
Preparation of Crepe Suzette:
Flambé – Education era, 1st dish is crepe suzette which was invented by Henri Charpentier (14
Yrs) when working as a commis de rang at the café de paris in Monte carlo in 1894. Prince of
Wales was having a dinner. The lady who was sitting along with the prince was Suzette. So the
name has come like this.
It is more popular as
a. The recipe is relatively simple

b. Crepes are prepared in kitchen fresh juices are used so pleasant smell is emitted.
Ingredients:
i) Crêpes,
Corn flour, Egg, Water, Salt
For 2 covers
Pan cakes - 4
Oranges - 2
Lemon - 1
Lumps of Sugar - 6
Orange Curacao - ½ Measure
Cognac (Brandy) - 1 Measure
Butter - 90 gms
Castor Sugar - 60 gms (15 gms / piece)
Preparation:
1. Prepare crepes
2. The Lumps of sugar are rubbed with the skin of orange so that it picks up the aroma
(or) the skin is chopped & put in the sauce.
3. In to the saucepan pour the liqueur.
4. Place the creamed mixture of castor sugar, butter, lest in to the pan & melt till golden
colour.
5. Add 3 sauce ladles of orange juice & blend well.
6. Add the lemon juice of required.
7. Add one measure of orange Curacao.
8. Mix well, stirring with a large fork – taste.
9. Place the pancakes, one at a time, heat well turn over & then fold.
10. During this process the sauce should be reducing all the time & thickening.
11. When the sauce is reduced sufficiently add the measure of brandy & flambé.
12. Serve on to the hot sweet plates from the pan at the table.
Crepe Georgette
Butter, Sugar, Pineapple sauce, Limejuice, Pineapple rind, pancakes. Flambé with brandy & pour
over the pancake.
Banana Flambé
Banana, Castor sugar, Rum, Fresh orange juice, butter.
1. Stew the banana, cut on both sides, cut the skin using spoon & fork.
2. Put butter, heat, and add sugar, limejuice & then caramelize. Put the banana flambé
with rum.
6.4 Flambé Service

It is the restaurant owners or the management decisions whether to flambé or not to
flambé or the extent to which to exploit the gueridon.
There are many different types of liquors used in lamp cookery or flambé work for various purposes.
Types Purposes
Spirit To Flambé
Fortified Wines To Sweeten
Sparkling Wines To Colour
Still Wines To Balance Flavour
Beer To determine correct consistency
Cider Syrups To remove excessive fat
Points to consider-Flambé Service
Ignition
1. If more fire or ignition is needed bring the liquor to the ignition point & the pour over the
dish.
2. Less fire – do not shake the pan adds extra fruit juices or whipped cream. Do not agitate
so that fire will not go up.
3. Check the gueridon before entering into restaurant check the gas leakage, working etc.
4. Use only 15-20 ml of liquor.
5. Before flambéing
a. Food should be cooked well.
b. Food should be heated up.
6. If blue flame required add castor sugar on top of the flame.
7. Liquor for flame & liqueur can be used for flavour.
CHAPTER SEVEN
BREAKFAST SERVICE
Breakfast in hotels may be served in the hotel restaurant or dining room, in a breakfast room set
aside for this one meal, or in the guest's bedroom or suite. The current trend is that most of the
hotels are offering breakfast as complementary (bed and breakfast tariff).
TYPES OF BREAKFAST
The following are some of the basic types of breakfast:
1. Continental breakfast
2. English breakfast
3. American breakfast
Continental Breakfast or Café Complet

Continental breakfast is an institutional meal plan based on lighter Mediterranean breakfast
traditions. It is a light meal meant to satisfy breakfaster until lunch. A typical Continental
breakfast consists of the following:
 Juice Mango juice, pineapple juice, tomato juice, orange juice or grapefruit juice.
 Bread Toast (white bread / brown bread), rolls, croissant, brioche, muffins, and
doughnuts, Danish pastry served with preserves, jam, honey, marmalade and butter.
 Beverage Hot beverages such as tea or coffee.
The continental breakfast may also include sliced cold meats, such as salami or ham, and yogurt
or cereal. Some countries of Europe, such as The Netherlands and those in Scandinavia, add a bit
of fruit and cheese to the breakfast menu, occasionally even a boiled egg or a little salami.
If tea is served as a beverage with the above breakfast then it is known as ‘The’ Complet’. If
coffee is served with the above breakfast then is it is known as ‘Café Complet’. On the other
hand, if the guest exclusively takes coffee alone (with nothing to eat), then it is known as ‘Café
Simple’. If the guest takes tea alone then it is known as ‘The’ Simplé’.
English breakfast or Full Breakfast
Somerset Maugham once said, "The only way to eat well in England is to have breakfast three
times a day". An English breakfast is an elaborate breakfast quite substantial in size and variety.
The traditional English breakfast comprises of ten courses.
Juice Chilled fruit juices - Pineapple, Orange, Apple, Grapefruit, Tomato

Stewed Fruits
Apples, Prunes, Figs, Pears etc. are cut into small pieces and cooked in sugar syrup flavoured
with clove and cinnamon. It is served in a cocktail cup with quarter plate as underliner and the
cutlery provided is a teaspoon
Cereals
Oatmeal (meal), cornflakes, wheat flakes, rice crispies, porridge are served with cold or hot milk
in a soup bowl with quarter plate as underliner and a dessert spoon is provided as cutlery.
Fish Herring, Haddock, Kedgres, Sardines are served.

Eggs Boiled, Fried, Poached, Scrambled, Plain or Savoury Omelette.
Meats Fried or Grilled bacon, sausages, ham, salami, kidney or liver.
Rolls and toast
Toast white or brown or rolls like croissant, muffins, brioche, doughnuts, Danish pastry.
Butter and Preserves
Butter, jam, jelly, marmalade, honey, maple syrup.
Fruits Fresh fruits like melon, papaya, mango, orange, grapefruit, pears.
Beverages Tea, coffee or hot beverages like Bournvita, Milo, Horlicks, Ovaltine, Cocco.
This traditional cooked breakfast has largely been replaced by simple, light foods and much
varied choices have been added to suit today’s customers. The course also varies from two to ten
depending on the customer and the establishment. English breakfast is much heavier than a
continental breakfast.
American Breakfast
Traditional breakfasts in the United States and Canada derive from the full English breakfast and
feature predominantly sweet or mild-flavored foods, mostly hot. Restaurants that serve breakfast
typically base their menus around egg dishes and meats such as sausage and bacon. The
American breakfast comprises of the following courses:
Juice Mango, Pineapple, Orange, Grapefruit, Tomato

Cereals
Oatmeal (meal), cornflakes, wheat flakes, rice crispies, porridge are served with cold or hot milk.
Eggs Boiled, Fried, Poached, Scrambled, Omelette, served with bacon, ham or sausages.
Breads
Toast white or brown, rolls, brioche croissant, with preserves like butter, jam, jelly, marmalade
and honey.
Beverages Tea, coffee or hot beverages like Bournvita, Milo, Horlicks, Ovaltine. American
breakfast usually consists of fewer courses than English breakfast.
7.1 Table laying for Breakfast
Table setting is an art. A meal however simple or elaborate, the laying of a table can make a
whole lot of difference. Each meal can have a classy look with a little touch of thought. A basic
table setting, suitable for breakfast should be arranged as follows:
A plate placed in the center (allow at least 24 inches for each place setting)
A bread and butter plate placed at the top left of the plate
A soup / salad bowl can be placed on top of the plate (as needed)
A fork placed on the direct left of the plate
A knife and soup spoon placed on the direct right of the plate (the cutting edge of the knife
should face the plate)
A napkin folded to the left of the fork
A drinking glass placed directly above the spoon and knife
A coffee / tea cup and saucer to the right of the drinking glass
BREAKFAST COVER
The area or space for all the utensils (including salt, pepper cruets and ashtrays) for each guest is
called cover. The breakfast cover may be divided into two types:
1. Full breakfast cover.
2. Continental breakfast cover
Full English breakfast Cover
The full English breakfast consists of a number of courses; usually three or four, with a choice
dishes from within each course. The cover includes some or all of the following:
i) Side plate and side knife
ii) Fish knife and fork
iii) Joint knife and fork
iv) Soup spoon and fork
v) Tea or breakfast cereal cup, saucer and teaspoon
vi) Slop basin
vii) Tea strainer
viii) Jug of cold milk (if tea bags used - no need for stainers)
ix) Sugar cubes bowl and tongs or individual sugar packets in a bowl, cream or coffee mate
pouches
x) Butter dish on doily on an underplate with a butter knife
xi) Preserve dish on a doily on an underplate with a preserve spoon
xii) Cruet: salt, pepper, mustard and mustard spoon
xiii) Serviette: either laid flat between the joint knife and fork or placed on the sideplate under
the side knife
xiv) Toast rack on an underplate
xv) Bread boat containing the croissant or brioche in a serviette to keep them warm.
xvi) Stands or underplates for teapot / coffee pot and hot water jug / hot milk jug, salt and
pepper, caster sugar in shakers.
xvii) Ashtray (depending on smoking policy)
xviii) Table number display.
Continental Breakfast Cover
For a continental breakfast consisting of hot croissant/ brioches or hot toast, butter, preserves and
coffee or tea, the cover would be as follows:
i) Stands or underplates for coffee / tea pot and hot milk / hot water jug or pouches of tea or
instant coffee.
ii) Side plate with side knife
iii) Sugar cubes basin and tongs or individual sugar and creamer packets in a bowl
iv) Tea or breakfast cup and saucer and a teaspoon
v) If the beverage is tea, then the following additional items will be needed: slop basin and tea
strainer.
vi) Napkin
vii) Ashtray (depending on smoking policy of the establishment)
The majority of the items listed above for the two types of breakfast are often placed on the table
as part of the mise-en-place, before the customer is seated. A number of items are then placed on
the table after the customer is seated and makes his choice of breakfast known. These include:
• Butter dish with butter and alternatives
• preserve dish with preserves
• Jug of cold milk
• Toast rack with toast and / or bread basket with hot rolls
• Tea pot / coffee pot / hot or cold milk / hot water jug.
ORDER OF SERVICE FOR BREAKFAST

Pleasing and good breakfast service is important because guests are not always at their best in the
morning. Foods served for breakfast must be palatable, freshly prepared and served at correct
temperature. Often breakfast should be served in courses unless it is requested by the client as a
whole. Cooked food and beverages should be brought to the guests directly from the serving
station and under no circumstances food be allowed to remain on the serving stand to cool off
while the customer finishes a preceding course.
Order of Service for Breakfast

When fresh fruit or fruit juice is ordered, it is desirable to serve it first, and then to remove
the soiled dishes before placing the toast and coffee.
When customers order a combination of cooked fruit, toast and coffee, they may ask to have
the whole order be served in one go. Place the fruit dish, set on an underliner. In the centre
of the cover, place the plate of toast at the left of the forks and the coffee at the right of the
teaspoons.
When the breakfast order includes cereal and a hot dish; the service procedure may be as
follows:
 Place the fruit course in the center of the cover.
 Remove the soiled fruit dish
 Place the cereal bowl, set an underliner, in the center of the cover. Cut the individual
boxes of cereal partway through the side near the top so that the guest may open them
easily.
 Remove the soiled cereal dish
 Place the breakfast plates of eggs, meat or other hot food in the center of the cover. Place
the plate of toast at the left of the forks. Place the coffee service at the right of the
spoons.
 Remove the breakfast and bread plates.
 Place the finger bowl with a slice of lime or lemon, one third full of warm water. At
times the finger bowl is placed after the fruit course when fruits that may soil the finger
have been served.
7.3 Service of Tea and Coffee
The Tea or coffee is served in the restaurant or coffee shop based on the needs of the customers.
However, while taking the order the captain/waiter should check with the guests regarding their
preference like, whether they wanted to have it with milk or without milk, with sugar or without
sugar, with cube sugar or granulated sugar, with more strong or medium strong and the service
could be done accordingly. In the positioning and service the cups and saucers along with the
spoon should be kept right side of the cover and under liners for keeping the tea/coffee pots and
creamers should be kept adjacent to it. The service could be either self service by the guests or an
assisted service by the waiting staffs.
CHAPTER EIGHT
COCKTAIL AND MOCKTAIL
Introduction-Cocktail & Mocktail:

A cocktail can be defined as a drink usually made from a mixture of one or more spirits (= strong
alcoholic drinks) and fruit juice or aerated drinks. Cocktails can be also made without alcohol.
If is made without alcohol it is called a mocktail.
“Different occasions call for different cocktails”
The type of cocktail to prepare for a guest depends on a variety of factors, including the time of
the day and ofcourse the taste preference. For example people would prefer a gin and tonic with
a lot of ice in hot weather, whereas more stronger cocktail like Manhattan during dinner time and
may be bloody mary during lunch time.
Types or Categories of cocktail
There are six major categories of cocktails they are:-
(i) Pre-dinner cocktails

(ii) Creamy cocktails
(iii) Long cocktails
(iv) Sour cocktails
(v) Shot cocktails
(vi) Non-alcoholic cocktails.
(i) Pre-dinner cocktails
Pre-dinner cocktails which are consumed before having dinner, helps to stimulate the
appetite and increase the enjoyment of the meal. The characteristics of a pre-dinner cocktail are
that they are always high in alcohol content, with no more than three ingredients add and with
the mixture of juice.
(ii) Creamy cocktails
Creamy cocktails which are served after a meal usually contain cream and heavy mixers,
sometimes giving them the quality of a dessert. The characteristics of a creamy cocktail are that
they are sweet, contain cream, sweet liqueurs, they are blended with ice and fruit or fruit juices.
(ii) Long Cocktails
Long cocktails are served in tall glasses and can be served during day or night. They are
refreshing usually non creamy and colourful Long cocktails are also refered to as tall drinks.
They consists mainly of fruit juices and sodas and are generally low in alcoholic content and
often consumed on the swimming pool side.
(iv)Sour Cocktails
Sour Cocktails are a combination of spirits and liqueurs with lime or lemon juice and
sugar syrup. They are usually sweet and sour in taste, because of the lime and sugar syrup. They
are usually light without any cream, because cream and lime juice do not mix together.
(v)Shot Cocktails
Shot Cocktails are served in shot glasses, they are often served as accompaniments to
other beverages. Shot cocktails are served during celebration in the evening time and are always
a layered cocktail without any ice. While preparing the cocktail the heaviest spirit is first poured
at the bottom of the shot glass, followed by the light, for example kahlua has a high sugar content
and is heavier than a spirit such as vodka.
(vi) Non-alcoholic cocktails
Non-alcoholic cocktails are known as mocktails or virgin cocktails. Non-alcoholic

cocktails can be made very interesting by the bartender by creating very interesting non-
alcoholic concoctions. Some of the very famous mocktails are virgin pina colada and Virgin
bloody mary.
Mixing methods of cocktails:-
A lot of skill is required for bartender to create classical cocktails and mixed drinks. The
mixing of cocktails is solely the imagination of the bartender and the scope for mixing exotic
cocktails is unlimited. Since no two cocktail book tell the some story, it is often left to the
bartender to choose the best method to suit a particular drink or occasion. The basic method
used to mix cocktails are :-
Build- In this method the glass is filled with ice and all the ingredients are gradually poured over
the ice, one after the other.
Shake – In this method the various ingredients like spirits, liqueurs and juice are poured into the
cocktail shaken along with ice cubes and the bartender should shake the cocktail shaker
Vigorously for 10 seconds, ensuring that the ice hits top and bottom of shaker a number of times.
Then the lid is removed and the drink is poured through a strainer into the glass and garnished
before serving.
Blend – A cocktail is often blended (put in a mixer) when it contains fresh fruit or other heavy
ingredients. This method is also used to crush ice into the drink – turning it slushy. Blending is
most commonly used for cocktails in creamy and sour cocktail categories. For example
Mudslide cocktail and Banana Daiquiri cocktail.
Stir – Stirring is most commonly used for cocktails when a chill is required through the mixture.
It is most commonly used when mixing pre-dinner drinks such as Martinis or Manhattans, and is
also useful for chilling a spirit without diluting it too much (example Vodka).
Muddle – A cocktail is muddled when one or more of the ingredients needs to be crushed into
the drink. It is commonly used to mix granulated sugar with fresh fruit juice and herbs (such as
mint) and helps to extract the flavours from them. Muddling is usually done in a glass bowl with
the help of a pestle.
Layer – Glassware for layered mixed drinks is normally a 30 ml or 60 ml shot glass.
A cocktail is layered to create a contrasting colour effect. The chilled spirit or liqueur with more
density is first poured into the shot glass gently, followed with layers of spirits of lesser density.
Combination – In this method, two of the above mixing methods can be used, which becomes
very interesting. A Common combination of mixing methods is to layer a shaken
combination of ingredients on a blended mixture of ingredients.
Other combinations include:-
- Layer blended over shaken mixture.

- Layer blended over built mixture.
Garnishing of cocktails.
Garnishing is placed on top of the cocktail in the glass after the cocktail has been made
and is ready for service.
There are three methods of garnishing a cocktail
They are:
- Mounted method of garnishing a cocktail in which the garnishing is placed

in the side of the glass, example – lemon circle(slice) in margarita cocktail.
- Floated – In this method of garnishing a cocktail, the garnish is placed on
top of the cocktail, example – lemon slice in vodka and lemonade.
- Sunk – In this method of garnishing a cocktail, the garnish is dropped into
the bottom of the glass, example – cherry is dropped into a glass of
Manhattan cocktail.
The most common method of garnishing a cocktail is floating the garnish on top of the
cocktail, which gives life to a drink. A selection of cut fruits may be floated on top of a mixed
drink, this will give a tropical effect and flavour.
Brandy based cocktails
(i) Name - Sidecar
Ingredients - 30 ml Brandy
15 ml triple sec
15 ml lime juice
15 ml sugar syrup
Mixing method - Shake in a cocktail shaker with ice cubes and strain through a
strainer.
Glass - Small martini glass
Garnish - Lemon twist
(ii) Name - Between the sheets
Ingredients - 20 ml brandy
20 ml triple sec
20 ml white rum
15 ml lemon juice
15 ml sugar syrup
Mixing method - Shake all the ingredients in a cocktail shaker with ice and
strain

(iii) Name - Brandy Alexander
Ingredients - 30 ml brandy
30 ml cream de cacao
30 ml cream
Mixing method - All the ingredients should be shaken in a cocktail shaker

along with ice and then strained into glass.
Garnish - Nutmeg powder is sprinkled on top of the drink.
Whisky based cocktail
(i) Name - Manhattan
Ingredients - 60 ml rye whiskey
10 ml sweet vermouth
2 drops Angostura bitters
Mixing Method - Shake the ingredients in a cocktail shaker with ice and strain
into the glass
Glass - Martini small
Garnish - A cherry is dropped into the cocktail
(ii) Name - Whiskey Sour
Ingredients - 45ml rye Whiskey
30 ml Lemon juice
30 ml sugar syrup
Egg white.
Mixing method - Shake ingredients over ice and strain.
Glass - Champagne flute
Garnish - Cherry
(iii) Name - Rusty Nail
Ingredients - 30 ml Jonnie walker Red (Scotch)
15 ml Drambuie
Mixing method - Build (pour ingredients over ice cube in the glass)
Glass - Old fashioned glass

Rum based cocktails
(i) Name - Planters Punch
Ingredients - 45ml Rum
15 ml lemon juice
15 ml sugar syrup
60 ml orange juice or pineapple juice
Dash of Angostura bitters
Dash grenadine syrup
Mixing method - It is a layered cocktail, Layer the well chilled ingredients

according to their density the heaviest density ingredients
first. Grenadine syrup should be added last.
Glass - High ball glass
Garnish - Orange and Lemon slice
(ii) Name - Pina Colada
Ingredients - 30 ml white rum
30 ml Malibu
30 ml Cream
90 ml pineapple juice
Mixing method - Shake all the ingredients together in a cocktail shaker with
ice and strain over crushed ice in the glass.
Glass - Champagne Tulip.
Garnish - Pineapple slice.
(iii) Name - Daiquiri
Ingredients - 45 ml triple sec or fruit liqueur
15 ml lime juice
15 ml sugar syrup
Mixing method - Shake all the ingredients well together in a cocktail shaker
along with ice and then strain.
Glass - Martini glass
Garnish - Lime slice in the glass rim.
Vodka based cocktails
(i) Name - Screwdriver
Ingredients - 30 ml vodka
Top with orange juice (120 ml)
Mixing method - Build ingredients over ice in the glass

Garnish - Orange slice
(ii) Name - Bloody mary
2 drops Tobasco sauce
2 drops Worcestershire sauce
Dash lemon juice
Salt and pepper a pinch.
Top with canned Tomato juice (120 ml).
Mixing method - Shake all ingredients and strain over ice cubes in salted rim
glass
Glass - Traditionally it is used to be served in a roly poly glass but

now a days most bars serve in a high ball glass
Garnish - Celery stick
(iii) Name - Black Russian
30 ml Kahlua
Pepsi or coco-cola is optional
Mixing method - Build ingredients over ice cubes and stir well
Garnish - This cocktail is usually served without any garnish
Gin based cocktails

(i) Name - Martini
Ingredients - 60 ml gin
5 ml dry vermouth
Mixing method - Fill the gin and vermouth in a glass filled with ice cubes and
stir well.
Garnish - Olive or lemon twist
Note: If sweet vermouth is used, it is called sweet martini and if dry vermouth is mixed it is
called dry martini.
(ii) Name - Singapore sling
15 ml cherry brandy
15 ml lemon juice
15 ml sugar syrup
Dash of grenadine top it up with soda.
Mixing method - Fill the glass with the ice cubes (1/4 of the glass) and then
add all the ingredients one by one.
Glass - Champagne Tulip
Garnish - Orange slice and cherry
(iii) Name - Tom Collins
15 ml lemon juice
15 ml sugar syrup
Top it up with soda (120 ml)
Mixing method - Fill the glass one fourth with ice cubes then add the gin
followed by lime juice and sugar syrup, stir and add soda.
Glass - Collins glass
Garnish - Lemon slice and cherry.
Tequila based cocktails
(i) Name - Margarita

Ingredients - 45 ml tequila
15 ml triple sec.
15 ml lemon juice
15 ml sugar syrup
Mixing method - Shake all the ingredients together in shaker with ice. Strain
the cocktail in a salt rimmed glass.
Garnish - Lime Slice
(ii) Name - Slammer
30 ml lemonade or ginger ale
Mixing method - Mix the tequila and the lemonade or ginger ale in a glass,
then cover the glass with your hand and place it on the bar
counter with a “Slam” (Bang). No ice is added to this drink.
Glass - Shot glass
Garnish - This is a very strong cocktail and no garnish is added
(iii) Name - Sunrise
5 Drops of grenadine
Top up with orange juice

Mixing Method - First pour the tequila in the glass, followed with orange
juice and toped with grenadine.
Glass - Collin glass
Garnish - Orange slice and cherry
Beer Mixed drinks :
Beer usually is served very chilled and not mixed with any other ingredients as such, but
there are two very famous drinks in the world which are mixed drinks with beer as the base.
They are shandy and Red Eye.
Shandy – This is a mixed drink made with equal quantities of beer and ginger ale originally but
now a days many bartenders make a mixture of beer and lemonade to make a shandy. It is
served in a pilsner glass.
Red Eye – This is a mixed drink made by mixing equal quantity of lager beer and canned tomato
juice. It is served in a standard beer glass.
GLOSSARY OF HOTEL TERMS
The following are the List of Selected Hotel & Restaurant Terminologies that covers different
parts and segments of a hotel or restaurant.
1. Account: a document in which all charges and payments of a guest /customer are recorded in
the folio.
2. Accommodation: stay arrangement in the hotel room.
3. Accompaniments: Foods that complement main dish or drinks.
4. Allowance: the amount of money that hotel pays to the crews on behalf of the respective
airline for expense during their stay in the hotel.
5. Amendment: changes that place out of the original arrangement.
6. Arrival: the time when a guest arrives in the hotel and gets registration to check in the hotel.
7. Advance deposit: a paid amount by a guest prior to any charges against the guest account as
a guarantee of final payment.
8. Authorization code/approval code: a code number given by a credit card authority for
acceptance of a certain amount against credit card.
9. Affiliate: a property that is related to another property by contract.
10. Allotment: a room or some room which are set aside for guest arrival as per reservation.
11. Average room rate: a rate which is determined by dividing the total room charge, amount
by the total occupied rooms.
12. A la cartelist is the name of a menu by guest can chose whatever dish he/she may desire to
have. Each dish is priced individually.
13. Booking: reservation.
14. Block: reserve.
15. Bell boy: porter who handles guest luggage.
16. Bell desk: station of the bell boys and bell captain
17. Luggage tag: a document which is issued to affix with luggage or identification.
18. Back office: departments not located in the guest area.
19. Brochure: a pamphlet in a form of booklet.
20. Bulletin: a brief, periodically issued like a small magazine.
21. Cancellation: a party withdraws a room reservation.
22. Charge: a bill settlement done on a credit.
23. Check: guest charge voucher.
24. Check in: arrival of guest who has registered to stay in a hotel room.
25. Check out: departure of guest from hotel after settlement of his/her bill.
26. City ledger: all outside clients/customer accounts, maintained in credit department on credit
basis.
27. Credit: accounts yet to be paid by customer in favor of hotel.
28. Credit Card: A credit is plastic card issued by a finance establishment to a person to enable
him to buy or to settle any bill by signing an imprinted card sales slip on the basis of “pay
later ” upon producing the sales slip to the cretin card issuing company by the seller.
29. Coffee shop: restaurant where light pre plated meals are served on a la crate menu.
30. Clearance: when a room is prepared by housekeeping for sale or when a guest’s hotel bill is
paid, the cashier gives clearance to bell for luggage movement.
31. Commission: amount payable to travel agents for giving reservation and also the amount
payable to credit card Company for settlement by credit card.
32. Close: the end of a shift or business day, by preparing all kinds of document.
33. Complementary: a service that is provided without any charger.
34. Confirm: make sure of any activity.
35. Cruet Set: Dispensers for salt and pepper.
36. Double occupancy: one room occupied by two people.
37. Deluxe: the high level of elegancy and service.
38. Deposit: amount of payment made by guest upon arrival to guarantee the final payment.
39. Departure: when a guest leaves the hotel after paying his/her bill.
40. Discrepancy: the tagging which does not tally with other tagging
41. Discount: percentage of monetary benefit given on actual price.
42. Double room: a room with large sized bed or two separates bed.
43. Down grade: change of room class to lower rate and class.
44. Debit: a charge made on guest account.
45. Extra bed: an additional bed given to the normal arrangement of a room.
46. Early Arrival: A guest who arrives earlier than to a scheduled date.
47. Forecast: A pre estimated exception of room sale on coming month based on past and
present data.
48. Free sale: Available rooms prepared by housekeeping for sale.
49. Floor Limit: a set credit limit given by Credit Card Company or by hotel authority to guests.
50. Folio: A document in which guest account is maintained.
51. Forfeit: When a deposit cannot be withdrawn due to no-show of guest.
52. Family plan: It is a special rate given for a family accommodation.
53. Garnish: Food items that are used to decorate and flavor food and drinks.
54. Guest history card: A guest maintained in a card, who stayed before in the hotel.
55. Group Rate: A special rate given for multiple occupancy.
56. Guide: A person who accompanies guests for sightseeing.
57. Guest ledger: Account of all guests where all charge and payments are made.
58. Hotelier: A person who is a hotel expert in maintaining the overall operation of a hotel.
59. Hospitality: Accommodation, food, beverage and other entertainment facilities provided to
travelers/guests.
60. Health Club: provides gymnasium, sauna, message, steam bath and sport facilities.
61. Housekeeping: a department of hotel responsible for cleanliness, maintenance and make up
of rooms and the entire house.
62. House count: Number of guest staying in the hotel.
63. Mini Bar: Refrigerated collection of liquor in guest room for sale.
64. Mis-en-place: Preparation of place before starting operation.
65. Mis-en-scene: Preparing the environment of a restaurant.
66. Lost and found: It is a term used in hotel when any article temporarily misplaced or lost by
guest but later by hotel staff. Normally housekeeping keeps record and item in a systematic
order to be delivered upon guests query.
67. Log book: A registered book maintained to note down all kinds of incidents and happenings.
68. Maitre‘d: Headwaiter or A person who in-charge/head of all table.
69. Master Key: A key that can open all the locks of the hotel.
70. Massage: Rubbing of the body for comfort.
71. Night auditor: A title of front office staff who works at night sift and responsible for
reconciliation of all the day nonrevenue earning documents, and for final
recapitulation/master summery of the whole day earnings and transactions.
72. No show: a guest who has confirmed reservation but not arrived.
73. Occupancy: The number of rooms in percentage occupied by guest.
74. Out of order: A room which is not sellable due maintenance work or repair work.
75. Package: A combination of service provided to a guest at a certain rate.
76. Pre-assign: assignment of rooms before guest arrival.
77. Per-registration: Registration formalities before guest arrival.
78. Pax: Person.
79. Paging: Search of guest by displaying guests name in paging board.
80. Portion: The quantity of food served at a time and at a price.
81. Quote: A certain rate mentioned to customer for certain services.
82. Registration: Formalities maintained upon guest arrival.
83. Rooms rack: A rack maintained at reception serially for operational convenience.
84. Rate: Price of room use.
85. Resident: A person who is staying in the hotel.
86. Room status: present condition of rooms that shows vacant, occupied, dirty, ready for sale
or out of order.
87. Sauté: A frying method.
88. Single Room: room with one bed.
89. Sold out: Rooms that have been sold.
90. Sauna bath: A system of cleaning one’s body by dry heat.
91. Suite: Two rooms inter-connected, one bed room and the other one is living/sitting room.
92. Travel agent: A company that coordinates travel arrangement.
93. Time punch/stamp: it is a time record that is punched or stamped in any document by one
kind of machine.
94. Tariff: The published rate of rooms.
95. Valet: laundry attendant who receives and delivers guest’s laundry.
96. VIP: very important person.
97. VIP amenities: any complementary special services provided to a vip guest.
98. Upgrade voucher: change of room status to a higher rate/class. A document of guest charge
for services rendered.
99. Wakeup call: a telephone call given to sleeping guest to wake him up.
100. Walk in: a guest arrives in hotel without reservation.
101. Access time: the amount of time required for a processor to retrieve information from
the hard drive; recorded in milliseconds.
102. Accounts payable: financial obligations the hotel owes to private and government- related
agencies and vendors.
103. Accounts receivable: amounts of money owed to the hotel by guests
104. Aging of accounts: indication of the stage of the payment cycle—such as 10 days old, 30
days’ overdue and 60 days overdue.
105. All-suites: a level of service provided by a hotel for a guest who will desire a more at home
atmosphere
106. Amenities: personal toiletry items such as shampoo, toothpaste, mouthwash, and electrical
equipment
107. American Hotel &Lodging Association: a professional association of hotel owners,
managers, and related occupations
108. American plan: a room rate that includes meals, usually breakfast and the evening meal, as
well as room rental in the room rate
109. Americans with Disabilities Act (ADA): a U.S. law enacted in 1990 that protects people
with disabilities from being discriminated against when seeking accommodations and
employment
110. Assets: items that have monetary value
111. Assistant general manager: a person in the hotel who executes plans developed by the
corporate owners, general manager, and other members of the management staff
112. Athletics director: the person responsible for supervising physical exercise facilities for
guests
113. Atrium concept: a design in which guest rooms overlook the lobby from the first floor to
the roof
114. Back office accounts payable: amounts of money that have been prepaid on behalf of the
guest for future consumption of a good or service (sometimes referred to as back office cash
accounts)
115. Balance sheet: an official financial listing of assets, liabilities, and owner’s equity
116. Bank cards: credit cards issued by banks, examples of which include Visa, MasterCard,
and JCB
117. Banquet manager: a person who is responsible for fulfilling the details of service for a
banquet or special event
118. Banquet sheet: a listing of the details of an event at which food and beverages are served
119. Bell captain: the supervisor of the bell staff
120. Bell staff: people who lift and tote baggage, familiarize guests with their new surroundings,
run errands, deliver supplies, provide guests with information on in-house marketing efforts and
local attractions, and act as the hospitality link between the lodging establishment and the guest
121. Bill-to-account: an extension of credit to a guest by an individual hotel, which requires the
guest or the guest’s employer to establish a line of credit and to adhere to a regular payment
schedule
122. Blackout: total loss of electricity
123. Blocking on the horizon: reserving guest rooms in the distant future
124. Blocking procedure: process of reserving a room on a specific day
125. Bottom up: a sales method that involves presenting the least expensive rate first
126. Brownouts: partial loss of electricity
127. Bus association network: an organization of bus tour owners and operators who offer
transportation and travel information to groups
128. Business affiliations: chain or independent ownership of hotels
129. Business services and communications center: guest services that include copying,
computers, fax, etc.
130. Call accounting: a computerized system that allows for automatic tracking and posting of
outgoing guest room calls
131. Cancellation code: a sequential series of alphanumeric combinations that provide the guest
with a reference for a cancellation of a guaranteed reservation
132. Cash bank: a specific amount of paper money and coins issued to a cashier to be used for
making change
133. Cashier: a person who processes guest checkouts and guest legal tender and makes change
for guests
134. Cashier’s report: a daily cash control report that lists cashier activity of cash and credit
cards and machine totals by cashier shift
135. Chain: a group of hotels that follow standard operating procedures such as marketing,
reservations, quality of service, food and beverage operations, housekeeping, and accounting
136. Chain affiliations: hotels that purchase operational and marketing services from a
corporation
137. Collective bargaining unit: a labor union
138. Commercial cards: credit cards issued by corporations, an example of which is Diners
Club
139. Commercial hotels: hotels that provide short-term accommodations for traveling guests
140. Commercial rates: room rates for businesspeople who represent a company but do not
necessarily have less bargaining power because of their infrequent or sporadic pattern of travel
141. Communications hierarchy: a listing of the order in which management personnel may be
called on to take charge in an emergency situation
142. Company-owned property: a hotel that is owned and operated by a chain organization
143. Complimentary rate (comp): a rate for which there is no charge to the guest
144. Computer supplies: paper, forms, ribbons, ink cartridges, and floppy disks needed to
operate the system
145. Concierge: a person, who provides an endless array of information on entertainment,
sports, amusements, transportation, tours, church services, and baby-sitting in a particular city or
town
146. Conference call: a conversation in which three or more persons are linked by telephone
147. Confirmed reservations: prospective guests who have a reservation for accommodations
that is honored until a specified time
148. Continental breakfast: juice, fruit, sweet roll, and/or cereal
149. Controller: the internal accountant for the hotel
150. Convention guests: guests who attend a large convention and receive a special room rate
151. Corporate client: a hotel guest who represents a business or is a guest of that business and
provides the hotel with an opportunity to establish a regular flow of business during sales periods
that would normally be flat
152. Corporate guests: frequent guests who are employed by a company and receive a special
room rate
153. Corporate rates: room rates offered to corporate clients staying in the hotel
154. CPS (characters per second): measure of the speed with which individual characters are
printed
155. Credit: a decrease in an asset or an increase in a liability, or an amount of money the hotel
owes the guest
156. Credit balance: amounts of money a hotel owes guests in future services
157. Credit-card imprinter: makes an imprint of the credit card the guest will use as the
method of payment
158. Credit-card validator: a computer terminal linked to a credit-card data bank that holds
information concerning the customer’s current balance and security status
159. Crisis management: maintaining control of an emergency situation
160. Cross-training: training employees for performing multiple tasks and jobs
161. Cumulative total feature: an electronic feature of a PMS that adds all posted room rate
amounts previously entered into one grand total
162. Current guests: guests who are registered in the hotel
163. Cursor: a flashing point on a monitor that indicates where data can be entered on a
computer screen
164. Cycle of service: the progression of a guest’s request for products and services through a
hotel’s departments
165. Daily announcement board: an inside listing of the daily activities of the hotel (time,
group, and room assignment)
166. Daily blocking: assigning guests to their particular rooms on a daily basis
167. Daily flash report: a PMS listing of departmental totals by day, period to date, and year to
date, which helps the manager to determine the financial success of the previous day and the
current status in achieving other financial goals
168. Daily function sheet: a listing of the planned events in the hotel
169. Daily sales report: a financial activity report produced by a department in a hotel that
reflects daily sales activities with accompanying cash register tapes or point-of-sale audit tapes
170. Database interfaces: the sharing of information among computers
171. Data sorts: report options in a PMS that indicate groupings of information
172. Debit: an increase in an asset or a decrease in a liability
173. Debit balance: an amount of money the guest owes the hotel
174. Debit cards: embossed plastic cards with a magnetic strip on the reverse side that authorize
direct transfer of funds from a customer’s bank account to the commercial organization’s bank
account for purchase of goods and services
175. Demographic data: size, density, distribution, vital statistics of a population, broken down
into, for example, age, sex, marital status, and occupation categories
176. Departmental accounts: income- and expense-generating areas of the hotel, such as
restaurants, gift shop, and banquets
177. Desk clerk: the person who verifies guest reservations, registers guests, assigns rooms,
distributes keys, communicates with the housekeeping staff, answers telephones, gives
information about and directions to local attractions, accepts cash and gives change, and acts as
liaison between the lodging establishment and the guest as well as the community
178. Direct-mail letters: letters sent directly to individuals in a targeted market group in a
marketing effort
179. Director of marketing and sales: the person who analyzes available markets, suggests
products and services to meet the needs of those markets, and sells these products and services at
a profit
180. Director of security: the person who works with department directors to develop
procedures that help ensure employee honesty and guest safety
181. Discount rate: a percentage of the total sale that is charged by the credit card agency to the
commercial enterprise for the convenience of accepting credit cards
182. Discretionary income: the money remaining from wages after paying for necessities such
as food, clothing, and shelter
183. Disk drive: a place in the computer where data is stored or read; hard or floppy—31⁄2- inch
versus 51⁄4-inch
184. Distance learning: learning that takes place via satellite broadcasts, PictureTel, or on-line
computer interaction
185. Documentation: printed or on-screen (monitor) instructions for operating hardware or
software that accompany a specific PMS
186. Dot-matrix: a printer that produces small dots printed with an inked ribbon on paper
187. Double occupancy percentage: Double occupancy is calculated by dividing the number of
guests accommodated during a particular period by the total number of guest rooms occupied.
188. Draft-style: a good type of dot-matrix print
189. Eco-tourists: tourists who plan vacations to understand the culture and environment of a
particular area
190. Electronic key: a plastic key with electronic codes embedded on a magnetic strip
191. Electronic key system: a system composed of battery-powered or, less frequently,
hardwired locks; a host computer and terminals; a keypuncher; and special entry cards that
are used as keys
192. Elevator operator: a person who manually operates the mechanical controls of the elevator
193. E-mail: a communication system that uses an electronic network to send messages via
computers
194. Employee handbook: publication that provides general guidelines concerning employee
conduct
195. Empowerment: management’s act of delegating certain authority and responsibility to
frontline employees
196. Ergonomics: the study of how people relate psychologically and physiologically to
machines
197. Escort service: having a uniformed security guard escort a hotel employee to a financial
institution
198. Euro: the accepted currency for some European states: Belgium, Germany, Spain, France,
Ireland, Italy, Luxembourg, the Netherlands, Austria, Portugal, Finland, and Greece
199. European plan: a rate that quotes room charges only
200. Executive housekeeper: a person who is responsible for the upkeep of the guest rooms and
public areas of the lodging property as well as control of guest room inventory items
201. Express checkout: means by which the guest uses computer technology in a guest room or
a computer in the hotel lobby to check out
202. Extended stay: a level of service that attracts long-term guests by providing light food
service and amenities that include fully equipped kitchenette, spacious bedrooms, and living
areas for relaxation and work
203. FAM (familiarization) tours: complimentary visits sponsored by the lodging property that
host representatives of travel organizations, bus associations, social and nonprofit organizations,
and local corporate traffic managers
204. Family rates: room rates offered to encourage visits by families with children
205. Fax machine: equipment for facsimile reproduction via telephone lines
206. Fire safety display terminal: a device that ensures a constant surveillance of sprinkler
systems and smoke detectors
207. Float: the delay in payment from an account after using a credit card or personal check
208. Floor inspector: a person who supervises the housekeeping function on a floor of a hotel
209. Flow analysis processes: the preparation of a schematic drawing of the operations included
in a particular function
210. Flowchart: an analysis of the delivery of a particular product or service
211. Folio well: a device that holds the individual guest folios and city ledger folios
212. Food and beverage director: a person who is responsible for the efficient operation of the
kitchen, dining rooms, banquet service, room service, and lounge
213. Foot patrol: walking the halls, corridors, and outside property of a hotel to detect breaches
of guest and employee safety
214. Forecasting: projecting room sales for a specific period
215. Franchisee: a hotel owner who has access to a national reservation system and receives the
benefits of the corporation’s management expertise, financial backing, national advertising, and
group purchasing
216. Frontline employees: employees who deliver service to guests as front desk clerks,
cashiers, switchboard operators, bellhops, concierge, and housekeeping employees
217. Front office: the communication, accounting, and service center of the hotel
218. Front office manager: the person responsible for leading the front office staff in delivering
hospitality
219. Full house: 100 percent hotel occupancy; a hotel that has all its guest rooms occupied
220. Full service: a level of service provided by a hotel with a wide range of conveniences for
the guest
221. Function sheet: listing of the daily events in a hotel, such as meetings, etc.
222. General ledger: a collection of accounts that the controller uses to organize the financial
activities of the hotel
223. General Manager: the person in charge of directing and leading the hotel staff in meeting
its financial, environmental, and community responsibilities
224. Gigabyte: 1,024 megabytes of formatted capacity
225. Group planner: the person responsible for securing guest room accommodations, food and
beverage programs, transportation reservations, meeting facilities, registration procedures, tours,
and information on sightseeing, while maintaining a budget for group
Travelers
226. Group rates: room rates offered to large groups of people visiting the hotel for a common
reason
227. Group travelers: persons who are traveling on business or for pleasure in an organized
fashion
228. Guaranteed reservations: prospective guests who have made a contract with the hotel for
a guest room
229. Guest folio: a form imprinted with the hotel’s logo and a control number and allowing
space for room number, guest identification, date in and date out, and room rate in the upper left-
hand corner; it allows for guest charges to be imprinted with a PMS and is filed in room-number
sequence
230. Guest histories: details concerning the guests’ visits, such as zip code, frequency of visits,
corporate affiliation, or special needs
231. Guest test: evaluation procedure in which an outside person is hired by the hotel to
experience hotel services and report the findings to management
232. Half-day rate: a room rate based on length of guest stay in a room
233. Hard key: a metal device used to trip tumblers in a mechanical lock
234. Hard-key system: a security device consisting of the traditional hard key that fits into a
keyhole in a lock; preset tumblers inside the lock are turned by the designated key
235. Hardware: computer equipment used to process software, such as central processing units,
keyboards, monitors, and printers
236. Hospitality: the generous and cordial provision of services to a guest
237. Hospitality Television (HTV): a commercial hospitality educational organization based in
Louisville, Kentucky, that provides satellite broadcasts to hotels, restaurants, and food service
facilities
238. Hotel broker: a person who sells hotel room prize packages to corporations, sweepstakes
promoters, game shows, and other sponsors
239. Hotel representative: a member of the marketing and sales department of the hotel who
actively seeks out group activities planners
240. Housekeeper’s room report: a daily report that lists the occupancy status of each room
according to the housekeeping department
241. Housekeeping room status: terminology that indicates availability of a guest room such as
available, clean, or ready (room is ready to be occupied), occupied (guest or guests are already
occupying a room), dirty or stay over (guest will not be checking out of a room on the current
day), on change (guest has checked out of the room, but the housekeeping staff has not released
the room for occupancy), and out-of-order (the room is not available for occupancy because of a
mechanical malfunction)
242. House limit: a dollar amount set by the hotel that allows for a maximum amount of guest
charges
243. Hubbart formula: a method used to compute room rates that considers such factors as
operating expenses, desired return on investment, and income from various departments in the
hotel
244. Human resources manager: the person responsible for administering federal, state, and
local employment laws as well as advertising, screening, interviewing, selecting, orienting,
training, and evaluating employees
245. Incentive program: an organized effort by management to understand employees’
motivational concerns and develop opportunities for employees to achieve both their goals and
the goals of the hotel
246. Independent hotel: a hotel that is not associated with a franchise
247. In-house laundry: a hotel-operated department that launders linens, uniforms, bedspreads,
etc.
248. Ink-jet: a printer that produces small dots printed with liquid ink on paper
249. Inquiries/reports: a feature of the PMS that enables management to maintain a current
view of operations and finances
250. In-room guest checkout: a feature of the property management system that allows the
guest to use a guest room television to check out of a hotel
251. In-service education: courses that update a professional’s educational background for use
in current practice
252. Interdepartmental communication: communication between departments
253. Interfacing: the ability of computers to communicate electronically and share data
254. Inter-hotel property referrals: a system in which one member-property recommends
another member-property to a guest
255. Internet: a network of computer systems that share information over high-speed electronic
connections
256. Inter-sell cards: credit cards issued by a hotel corporation, similar to private label cards
257. Intradepartmental communication: communication inside a department
258. I/O ports (input/output devices): keyboards, monitors, modems, mouse, joystick, light
pen, printers, and track balls
259. Job analysis: a detailed listing of the tasks performed in a job, which provides the basis for
a sound job description
260. Job description: a listing of required duties to be performed by an employee in a particular
job
261. Keyboard: a standard or Dvorak-type typewriter-style keypad that allows the operator to
enter or retrieve data
262. Key clerk: a person who issues keys to registered guests and other hotel personnel and sorts
incoming mail for registered guests and management staff
263. Key drawer: a drawer located underneath the counter of the front desk that holds room
keys in slots in numerical order
264. Key fob: a decorative and descriptive plastic or metal tag attached to a hard key
265. Keypad: a numeric collection of typewriter keys and function keys that allows the operator
to enter numbers or perform math functions in a computer
266. Laser: a printer that produces photo images on paper
267. Late charges: guest charges that might not be included on the guest folio because of a
delay in posting by other departments
268. Letter-quality: a better type of dot-matrix print
269. Liabilities: financial or other contractual obligations or debts
270. Limited service: a level of service provided by a hotel with guest room accommodations
and limited food service and meeting space
271. Litigious society: an environment in which consumers sue providers of products and
services for not delivering those products and services according to expected operating standards
272. Main menu: on-screen list of all the available individual programs (modules) that are
included in the software system
273. Maintenance manager: a staff member in a limited-service property who maintains the
heating and air-conditioning plant, produces guest room keys, assists housekeeping attendants as
required, and assists with guest safety and security
274. Management contract property: a hotel that is operated by a consulting company that
provides operational and marketing expertise and a professional staff
275. Manager’s report: a listing of occupancy statistics from the previous day, such as
occupancy percentage, yield percentage, average daily rate, RevPAR, and number of guests
276. Market segments: identifiable groups of customers with similar needs for products and
services
277. Marquee: the curbside message board, which includes the logo of the hotel and space or a
message
278. Mass marketing: advertising products and services through mass communications such as
television, radio, and the Internet
279. Master credit card account: an accounts receivable that tracks bank, commercial, private
label, and intersell credit cards such as Visa, MasterCard, and JCB
280. Megabyte: 1,024 kilobytes of formatted capacity
281. Megahertz (MHz): one million cycles per second; indicates computer speed
282. Message book: a loose-leaf binder in which the front desk staff on various shifts can record
important messages
283. Military and educational rates: room rates established for military personnel and
educators
284. Modem: computer hardware that allows for transfer of data through telephone lines, data
expressed in baud—information transfer—rates
285. Modified American plan: a room rate that offers one meal with the price of a room rental
286. Moments of truth: every time the hotel guest comes in contact with some aspect of the
hotel, he or she judges its hospitality
287. Money wire: an electronic message that authorizes money from one person to be issued to
another person
288. Monitor: a television screen with color or monochrome capacity to view input and output
data, control column width and line length of display, adjust height of character display, and
allow visual control
289. Moonlighter: a person who holds a full-time job at one organization and a part-time job at
another organization
290. Motivation: investigating employee needs and desires and developing a framework for
meeting them
291. Murphy bed: a bed that is hinged at the base of the headboard and swings up into the wall
for storage, an example being the SICO brand wall bed
292. Needs analysis: assessment of the flow of information and services of a specific property to
determine if proposed new equipment can improve the flow
293. Night audit: the control process whereby the financial activity of guests’ accounts is
maintained and balanced on a daily basis
294. No-show factor: percentage of guests with confirmed or guaranteed reservations who do
not show up
295. Occupancy management formula: calculation that considers confirmed reservations,
guaranteed reservations, and no-show factors of these two types of reservations, predicted stay
over’s, predicted under stays, and predicted walk-ins to determine the number of additional room
reservations needed to achieve 100 percent occupancy
296. Occupancy percentage: the number of rooms sold divided by the number of rooms
available
297. On-line: operational and connected to the main computer system
298. On-the-job training: a training process in which the employee observes and practices a
task while performing his or her job
299. Operational effectiveness: the ability of a manager to control costs and meet profit goals
300. Operational reports: operational data on critical financial aspects of hotel operations
301. Optimal occupancy: achieving 100 percent occupancy with room sales that will yield the
highest room rate
302. Optimal room rate: a room rate that approaches the rack rate
303. Organization charts: schematic drawings that list management positions in an organization
304. Orientation checklist: a summary of all items that must be covered during orientation
305. Orientation process: the introduction of new hires to the organization and work
environment, in order to provide background information about the property
306. Outsourcing: provision of service to the hotel—for example, a central reservation system
— by an agency outside of the hotel
307. Outstanding balance report: a listing of guests’ folio balances
308. Overbooking: accepting reservations for more rooms than are available by forecasting the
number of no-show reservations, stay over’s, under stays, and walk-ins, with the goal of attaining
the 100 percent occupancy
309. Package rate: room rates that include goods and services in addition to rental of a room
310. Paid in advance (PIA): guests who paid cash at check-in
311. Paid-outs: amounts of monies paid out of the cashier’s drawer on behalf of a guest or an
employee of the hotel
312. Paid-out slips: pre numbered forms that authorize cash disbursement from the front desk
clerk’s bank for products on behalf of a guest or an employee of the hotel
313. Parking garage manager: the person responsible for supervising garage attendants and
maintaining security of guests and cars in the parking garage
314. Payback period: the period of time required for the hotel to recoup purchase price,
installation charges, financing fees, and so forth through cost savings and increased guest
satisfaction; assists in deciding whether to install computers
315. Peddler’s Club: a marketing program meant to encourage repeat business by frequent
business guests
316. Percent occupancy: the number of rooms sold divided by the number of rooms available
multiplied by 100
317. Percent yield: the number of rooms sold at average daily rate versus number of rooms
available at rack rate multiplied by 100
318. Physical plant engineer: the person who oversees a team of electricians; plumbers;
heating, ventilating, and air-conditioning contractors; and general repair people to provide
behind the-scenes services to the guests and employees of the lodging property
319. PictureTel: the use of telephone lines to send and receive video and audio impressions
320. Plant: an outside person who is hired by a hotel to experience hotel services and report the
findings to management
321. Pleasure travelers: people who travel alone or with others on their own for visits to points
of interest, to relatives, or for other personal reasons
322. Point-of-sale: an outlet in the hotel that generates income, such as a restaurant, gift shop,
spa, or garage
323. Point-of-sale front office: a front office whose staff promotes other profit centers of the
hotel
324. Point-of-sale terminals: computerized cash registers that interface with a property
management system
325. Policy and procedure manual: publication that provides an outline of how the specific
duties of each job are to be performed
326. Postal code: See zip or postal code
327. Posting: the process of debiting and crediting charges and payments to a guest folio
328. Potential gross income: the amount of sales a hotel might obtain at a given level of
occupancy, average daily rate, and anticipated yield
329. ppm (pages per minute): printing speed capability
330. Predicted house count: an estimate of the number of guests expected to register based on
previous occupancy activities
331. Printer: computer hardware in dot-matrix, ink-jet, or laser models that produces hard
copies of output data in letter quality or draft style in various print fonts, with printing speed
being expressed in CPS (characters per second), number of characters per line, and pages per
minute and paper insertion being tractor-fed, single-sheet, or continuous-form
332. Prior approved credit: use of a credit card to establish creditworthiness
333. Private label cards: credit cards issued by a retail organization, such as a department store
or gasoline company
334. Processor speed: how fast a CPU (central processing unit) makes calculations per second;
expressed in MHz (the abbreviation for “megahertz”)
335. Profit-and-loss statement: a listing of revenues and expenses for a certain time period
336. Property management system (PMS): a generic term used to describe applications of
computer hardware and software used to manage a hotel by networking reservation and
registration databases, point-of-sale systems, accounting systems, and other office software
337. Psychographic data: emotional and motivational forces that affect a service or product for
potential markets
338. Rack rate: the highest room rate category offered by a hotel
339. Real estate investment trust (REIT): a form of financing an investment in real estate
through a mutual fund
340. Recreation director: the person who is in charge of developing and organization
recreational activities for guests
341. Referral member: a hotel owner or developer who has access to the national reservation
system
342. Referral property: a hotel operating as an independent that wishes to be associated with a
certain chain; uses national reservation system
343. Referral reservation service: a service offered by a management company of a chain of
hotels to franchisee members
344. Registration card: a form on which the guest indicates name, home or billing address,
home or billing phone number, vehicle information, date of departure, and method of payment
345. Reservation code: a sequential series of alphanumeric combinations that provide the guest
with a reference for a guaranteed reservation
346. Reservation referral system: a worldwide organization that processes requests for room
reservations at a particular member-hotel
347. Reservations manager: the person, who takes and confirms incoming requests for rooms,
noting special requests for service; provides guest with requested information; maintains an
accurate room inventory; and communicates with marketing and sales
348. Reservation status: terminology used to indicate the availability of a guest room to be
rented on a particular night, i.e., open (room is available for renting), confirmed (room has been
reserved until 4:00 p.m. or 6:00 p.m.) guaranteed (room has been reserved until guest arrives),
and repair (room is not available for guest rental)
349. Residential hotels: hotels that provide long-term accommodations for guests
350. Revenue account: part of owner’s equity
351. Revenue per available room (RevPAR): the amount of dollars each hotel room produces
for the overall financial success of the hotel, determined by dividing room revenues received for
a specific day by the number of rooms available in the hotel for that day
352. Revenue potential: the room revenue that could be received if all the rooms were sold at
the rack rate
353. Revenue realized: the actual amount of room revenue earned (number of rooms sold
_actual rate)
354. Role-playing: acting out a role before actually being required to do the job.
355. Room attendants: employees who clean and maintain guest rooms and public areas
356. Room blocking: reserving rooms for guests who are holding reservations
357. Room key control system: an administrative procedure that authorizes certain personnel
and registered guests to have access to keys
358. Room revenues: the amount of room sales received
359. Room sales figure: the total of posted daily guest room charges
360. Room sales projections: a weekly report prepared and distributed by the front office
manager that indicates the number of departures, arrivals, walk-ins, stay over’s, and no-shows
361. Rooms forecast: the projection of room sales for a specific period
362. Room status: information on availability of entry to a guest room—reservation (open,
confirmed, guaranteed, or repair) or housekeeping (ready, on change, or out-of-order)
363. Rule-of-thumb method for determining room rates: guideline stipulating that the room
rate should be $1 for every $1,000 of construction costs (this figure is from the 1960s; the current
figure is $2 for every $1,000 of construction costs)
364. Safety committee: a group of frontline employees and supervisors who discuss safety
issues concerning guests and employees
365. Sales associate: a person who books the guest’s requirements for banquets and other
special events
366. Sales indicators: number of guests and revenue generated
367. Self-check-in process: a procedure that requires the guest to insert a credit card having a
magnetic stripe containing personal and financial data into a self-check-in terminal and answer a
few simple questions concerning the guest stay
368. Service management program: a management program that highlights a company’s focus
on meeting customers’ needs and allows a hotel to achieve its financial goals
369. Service strategy statement: a formal recognition by management that the hotel will strive
to deliver the products and services desired by the guest in a professional manner
370. Shift leader: the person responsible for directing the efforts of a particular work shift
371. Single-sheet: a type of printer that uses single-sheet paper
372. Skill demonstration: demonstration of specific tasks required to complete a job
373. Sleeper: a room that is thought to be occupied but is in fact vacant
374. Smart card: an electronic device with a computer chip that allows a guest or an employee
access to a designated area, tracking, and debit-card capabilities for the hotel guest
375. Software: computer-designed applications that process data such as guest information and
aid in financial transactions and report generation
376. Statement of cash flows: a projection of income from various income-generating areas of
the hotel
377. Stay over’s: currently registered guests who wish to extend their stay beyond the time for
which they made reservations
388. Surcharge rates: telephone rates for adding service charges for out-of-state long-distance
telephone service
389. Tax cumulative total feature: an electronic feature of a PMS that adds all posted room tax
amounts previously entered into one grand total
390. Telephone initiation and reception agreements: contracts between senders and receivers
of PictureTel concerning specifications of the telephone call and who pays for the call
391. Telephone operator: the person who handles incoming and outgoing calls, locates
registered guests and management staff, deals with emergency communication, and assists the
desk clerk and cashier when necessary
392. Tickler files: files used to prompt notice that certain events will be occurring
393. Top down: a sales method that involves presenting the most expensive rate first
394. Total quality management (TQM: a management technique that encourages managers to
look at processes used to produce products and services with a critical eye
395. Total restaurant sales figure: total of all sales incurred at restaurants or food outlets in the
hotel
396. Touch screen: a type of computer monitor screen that allows the operator to input data by
touch
397. Tractor-fed: a type of printer that uses a continuous roll of paper
398. Traffic managers: persons who direct hotel guests to available elevators in the lobby
399. Training tickler file: a database that keeps track of training sessions and alerts trainers to
important upcoming dates
400. Transfer slip: a form used to transfer an amount of money from one account to another
while creating a paper trail
401. Travel directories: organized listings of hotel reservation access methods and hotel
geographic and specific accommodations information
402. Traveler’s checks: prepaid checks that have been issued by a bank or other financial
organization
403. Trial balance: a first run on a set of debits to determine their accuracy against a
corresponding set of credits
404. True integration: the sharing of a reservation database by a hotel’s central reservation
system and property management system
405. Under stays: guests who arrive on time but decide to leave before their predicted date of
departure
406. Upsell: to encourage a customer to consider buying a higher-priced product or service than
originally anticipated
407. Visual alarm systems: flashing lights that indicate a fire or other emergency in a hotel
room
408. Walking a guest with a reservation: offering accommodations at another hotel to a guest
who has a reservation when your hotel is overbooked
409. Walk-in guests: guests who request a room rental without having made a reservation
410. Working supervisor: a person who participates in the actual work performed while
supervising
411. Yield: the percentage of income that could be secured if 100 percent of available rooms are
sold at their full rack rate
412. Yield management: a process of planning to achieve maximum room rates and most
profitable guests (guests who will spend money at the hotel’s food and beverage outlets, gift
shops, etc.), which encourages front office managers, general managers, and marketing and sales
directors to target sales periods and develop sales programs that will maximize profit for the
hotel
413. Yield percentage: the effectiveness of a hotel at selling its rooms at the highest rate
available to the most profitable guest
414. Zip drive: a computer accessory that holds data; a 100-megabyte Zip drive holds an
equivalent of 70 floppy disks
415. Zip or postal code: an individual local postal designation assigned by a country

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CHAPTER ONE

After the completion of the chapter, students will be able to:

1.1 Spirits- Introduction & classification

Two Additional Steps

This whisky is a blend of both malt and grain whisky.

Figure-1: Manufacturing process of Whiskey

Some popular brands of whisky are

1) Scotch – Royal Salute, Chivas Regal, White Horse, Vat 69,

2) Indian – Royal Challenge, Peter Scot, Single Malt.

 Scotland – Scotch whisky

This is a highly rectified patent-still spirit. It is purified by passing through activated

 American – Smirnoff, Popov

Some popular brands of gin are

 British - Beefeater, Plymouth

Rum is a spirit manufactured by fermenting and distilling molasses, a by-product of

Some popular brands of rum are

 Dark Jamaican – Jamaica, Lemon Hart

1) White or Silver Label Tequila: It is colorless and requires little or no aging.

Some popular brands of Tequila are

Cuervo, Jose Cuervo etc.

Some proprietary liqueurs:-

1 Benedictine France 43 Brandy base, citrus and herbs

2 Cointreau France 40 Sweet orange with herbs

3 Drambuie Scotland 40 Scotch base, heather honey and herbs

4 Tia Maria West Indies 32 Rum base, light coffee

5 Barleys Ireland 17 Irish whisky base, vanilla and cream

6 Pernod France 40 Strong aniseed

9 Kahlua Mexico 27 Rich coffee

Some Generic liqueurs:-

(a) Advocaat 28 Egg, Sugar and Brandy

(d) Blue Curacao 23 Orange

(e) Triple Sec 23 Orange

(f) Crime Cacao 23 Chocolate

(g) Frais be bois 23 Strawberry

(h) Crime de Cassis 25 Black current

(i) Aprical Brandy 23 Apricot

(j) Mango Liqueur 25 Mango

1. What is meant by spirits?

2. What are identified as liqueurs and bitters?

3. What are the ingredients used in preparing various spirits such as

 Dennis.R.Lillicrap & John.A.Cousins, Food and Beverage Service, ELBS Edition

After the completion of the chapter, students will be able to:

2.2 Beer Making Process:

2.3. Types of beer

Beer which comes in casks is known as Draught Beer.

Beer cask sizes are

Pin - 41/2 gallons.

2.5 Service of Beer:

1. What is meant by Beer?

 Dennis.R.Lillicrap & John.A.Cousins, Food and Beverage Service, ELBS Edition

NON ALCOHOLIC BEVERAGES

After the completion of the chapter, students will be able to:

Juice is a liquid that is naturally contained in fruit and vegetables. It can also refer to

Juice is prepared by mechanically squeezing or macerating (sometimes referred to as cold

Common methods for preservation and processing of fruit juices

Squash (also called cordial, barley water) is a non-alcoholic concentrated syrup that is

Squash must be mixed with a certain amount of water or carbonated water before

Citrus fruits (particularly orange, lime and lemon) or a blend of fruits and berries are

Traditional squashes are usually flavoured with ginger, chokeberries (often with spices

3.3 Spring/Mineral Water:

3.4. Soft Drinks

Mocktail is any cocktail without alcohol.

3.6 Hot Beverages:

F & B Service-III-Handouts

F & B Service-III-Handouts

Event Date Payment Arrangement

Organization _______ Business Phone _

Address ______ Home Phone

Estimated Number _________ Guarantee _ Set __________

Room _ Time _

Price ______ Booked By