F&B Service-II

Food and beverage service management-II
Unit -I
FOOD AND BEVERAGE SEQUENCE OF SERVICE
Courtesy is one of the most essential aspects of restaurant service, so is a degree of formality,
especially in up market operations. Efforts must be made to ensure a relaxed and welcoming
atmosphere with a warm, friendly and efficient service provided with politeness. Sequence of
service is referred to as the order in which a waiter provides service to guests from the time the
guest enters the restaurant to the time he leaves the restaurant. Preparation to deliver satisfied
service begins before the guest steps into the restaurant with activities like ménage, handling
reservation, allocation of table. Once the guest arrives in the restaurant there is a certain
sequence that is followed to make his/ her meal experience pleasant.
Handling Reservation & Allocation of tables
 Reservations are accepted in fine dining or specialty restaurants; coffee shop

does not accept reservations.
 Following points must be noted down while taking down a reservation
o Name of the guest
o No. of pax
o Time of reservation
o Contact number and name of the booker
o Any special request/ requirement/ table preference.
 Reservations of the day are discussed during briefing prior to meal period;
allocation of the tables is done at this time.
 Allocation of table is done prior to arrival of the guest and a note of the same is made on the
reservation register, so that
o the guests can be seated on appropriate table, as per request or occasion.
o All restaurant staff is aware of the same, thereby eliminating confusion and ensuring
smooth and professional welcome.
o Ensuring optimum seating levels in the restaurant.
Welcoming a guest
However the restaurant staff may seek spontaneity and friendliness, certain rituals are
a must while welcoming a guest to the restaurant.
 As the guest enters a restaurant, he/ she must be greeted cordially and must be
made to feel comfortable. Usually this task is performed by the hostess of the
restaurant, however, is not just restricted to her. It is for each and every
restaurant staff to see to it that the guest is greeted within 30 seconds of
arriving in the restaurant.
 Guest must be greeted with a clear and affable tone of voice, good appearance
and a smile.
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 Every guest must be welcomed with the greeting of the day, i.e. Good
Morning/ Good afternoon/ Good Evening. If the guest is regular then must be
greeted with name, i.e. ‘Good morning Mr. Singh’. Greeting phrases differ
from restaurant to restaurant. In ethnic restaurants, guest is greeted in the
national/ regional greeting.
 Incase the restaurant staff is busy serving other guests, they must ensure that
even though they may not be physically free to welcome guest, they must
acknowledge their presence by a smile or a gesture to say “We will be with
you in a minute”. Never ignore the guests.
 Find out if the guest has a reservation. If yes, then escort them to their table and address
them by their name, should they not be satisfied with the table then offer alternatives.
If no, then ask them for their preference of table and escort them to the table.
 Guest should be led to their table, if there is a gesture towards the table, it must be done
with open palm facing upwards rather than pointing a finger onto the table.
Seating the guest
 It is guests’ prerogative to choose where they want to sit or where their host would like them to
sit.
 Ladies must be seated first.
 Seating the guest on a chair
1) Stand straight 9-12” behind the guests’ chair.

2) Bring the right foot forward, with the knee touching the wooden skirting of the seat in the middle.
3) Hold the chair from both the hands from the sides of the back. Lift the chair about 1’’ from
behind and pull it back, ensuring that there is adequate space for the guests to go between the
table and chair.
4) When the guest proceeds to sit down, move the chair slowly towards the guest, till it is
comfortable for the guest and rest the chair of the floor.
5) It must be ensured that the chair is not dragged.
 Seating the guest on a sofa

1) If the space is not sufficient for the guests to move in, move the table outside and place
it back in position as soon as the guests have sat down.
2) If the table is heavy then the waiter must ask for assistance from his colleagues, under
no circumstances the guests’ help should be sought.
 Don’ts while seating a guest
. Seat gents before ladies.

. Rapid movement of chair.

. Incorrect handling of chair.
. Ordering guests where to sit.
. Show irritation due to indecisiveness of guests, as to where to sit.
• If there are empty chairs on the table, the guests are asked if they are going
to be joined by more people. If not then extra covers are removed.
• Once the guests are seated, napkin must be unfolded from the left hand
side and placed on guests’ lap without touching the guest and ensuring that
the arm is away from the guests’ face.
 Pouring water
As soon as the guests are seated, waiter must pour water. Guests’ must beasked for their
preference of water (regular, mineral, aerated, spring water) Wile pouring water
following points must be kept in mind:
o Regular water poured from a water jug
1) Jug should be clean with sufficient water for number of people on the table.
2) Should be cold and room temperature as per guest’s requirement.
3) Should be carried on an under liner or with a waiters’ cloth neatly folded to ensure
that the condensed water does not drip on the table.
4) Water must be served from right hand side, ladies must be served first.
5) Glasses must only be refilled when they are two-thirds empty
o Mineral water poured from the bottle
1) Seal must be opened in front of the guest.
2) Should be carried in a cane basket and after pouring can be placed back on the table.
3) However, must be ensured that the service of water is done by the staff and not be the
guests themselves.
4) Guests must be checked with, before opening a new bottle.
 Order taking
1) Aperitif card must be presented to take drink order prior to presenting food
menu.
2) Unless the food has been pre-ordered, as soon as the guests are seated,
they must be presented with the menu card.

o Presenting a menu card

1) Present individual menu cards to the guests.
2) Menu card must be presented from the right hand side, open to the first page.
3) Give 5-7 minutes to the guests to go through the menu. Check with the guests if
they are ready to place the order, by inquiring “May I take your order Sir/ Madam” or
“Are you ready to place your order Sir/ Madam”? Stand straight at a position where it
is convenient to talk to the guests.
4) Assist the guest in choosing the best dish on offer, use ‘suggestive selling’ or ‘up
selling’ techniques.
5) Take down the order systematically on KOT (Kitchen Order Ticket)
6) after taking order, repeat the order.
7) Take menu card back from the guests and put it back in place.
8) Inform the guests of the approximate time it would take to serve the food.
Service of Food and Beverage orders
1) Beverage are served first. Always serve beverages from the right of the guest.
2) While the guests are waiting for their meal, bread and butter must be served
immediately.
3) Waiting staff must ensure that the same is replenished as soon as it is over. The guest
should not have to ask for it.
4) Before serving the food the waiters must ensure that the cover is appropriate, should it
need to be changed then it must be done before the food comes to the table. This must be
done discreetly, ensuring minimum intrusion and disturbance to guest and with minimum
cluttering.
5) Food order must be announced before the service.
Sequence of serving guest is as following:
o Guest of honor is served first.
o A lady in the party takes precedence over the male guest of honor.
o Ladies must be served before Gentlemen.
o Older people are served before younger ones.
o Host must be served last. Service of food:
o Pre-plated service of food must be from the right hand side. Once the food is placed the

covers must be adjusted if the tableware is disturbed.

o Platter to plate or silver service must be from the left hand side. Service of each course
should be co-ordinate in a manner that the guests do not have to wait for a long time
between the courses. Guest must be asked whether the food is up to their expectation. It
must not happen that in enthusiasm, 3-4 people go to guest to ask if ‘everything is
alright’! This may irritate the guest and may be an intrusion in his privacy. Water and
other food items must be served/ replenished as soon as it is over. Before removing
anything from the tale, seek guest’s permission.
Clearance
1) Used plates are cleared from the right hand side.
2) Plates are cleared after all the guests on the table have finished their meal. Indication
for closing the meal is done by placing knife and fork together across the plate.
3) Clearance is done by right hand and collected on the left hand, by the ‘first plate’
technique.
4) Ensure that all the dishes are cleared from the table. Ensure that that cruet set, butter
dish, bread boat, cutlery unused by guest is removed from the table.
5) Do not remove bud vase ashtray and glasses from the table. All dirties should be taken
for dish washing except cruet set, which must be left on the side station.
Crumbing
1) Crumbing is done to remove spills or crumbs on the table after a course or after the
main course, prior to dessert being served.
2) Carried out by a crumbing spade, crumbing brush or on a B&B plate with a waiters’
cloth and a B&B knife to pick up gravies that might have fallen on the tablecloth.
3) Begin crumbing from the left hand side, holding plate on left hand just under the
tabletop; gently sweep the crumbs on to the plate.
4) Open the dessertspoon and dessert fork. Bad stains can be covered with a clean white
napkin.
Dessert order/ Tea Coffee Order
1) Similar procedure as order taking
2) A waiter can take the opportunity to suggest Liqueurs or and other digestive as this
time.

Presenting check
1) Checks must be presented only when asked.
2) Waiter must bring the check in a neat and tidy folder.
3) Guest comment card should be in the folder.
4) A pen must be given along with the check folder.
5) When the guest is leaving the folder must be removed very discreetly.
6) Tips must never be solicited.
Farewell
1) This is as crucial as welcoming the guest.
2) Guest must be helped in getting up by pulling out the chair for them. Should be
assisted with coats/ shawls.
3) Must be thanked.
4) Must be welcomed again…..” Look forward to welcoming you
5) back to the restaurant”, “We hope that you visit us soon”
Unit-II
1.SALES PROMOTION

The range of foodservice operations within the hospitality industry was considered in
Section. Sectors were identified based on the nature of demand being met rather than the type of
operation. Factors that affect the customer’s enjoyment of a meal were identified in Section and
customer service concepts within Section. This section now considers the various aspects of sales
promotion relevant to food and beverage operations.
Promoting features and benefits
To meet specific food and beverage needs customers tend to view an operation as providing
benefits and solutions not products. In addition to the needs for food and beverage, customer
may also be seeking benefits such as:
l security/peace of mind l status l enjoyment

l time savers l convenience l to comply with legislation.
l money savers l comfort
l health and safety l flexibility
In dealing with customers staff need to concentrate on the selling of features and benefits and
should know how these compare with those of competitors. Members of staff can also adopt
personal and positive selling techniques when taking food and beverage orders.
Determining promotional channels
Determining promotional channels is important because it will identify how consumers will be
reached and attracted to the product. Food and beverage operators should identify and monitor
consumers in order to be informed as to which promotional channels are best for their product.
Approaches to sales promotion

Sales promotion involves activities designed to promote regular sales. It is also concerned with
promoting temporary sales to encourage increased business at slack periods such as Mondays,
early evenings and during January/February. Examples of such activities include:
1. offering meal (deal) packages, for example free wine (or a ‘buy one get a second free’ deal),
or offering a free soup or starter as part of the meal package
2. Developing customer loyalty schemes.
Special product sales may also be used to increase sales by promoting particular products,
such as:
1. Festival promotions or links with local, regional or national celebrations

2. Wine and spirit or food promotions (possibly in association with suppliers)
3. Children’s menus, diabetic menus
4. ‘Taste of the Country’ menus, etc.
5. products to complement specific calendar dates, etc.
Four types of sales promotion are particularly useful for foodservice operations:
1 Sales promotion through advertising: concerned with contacting and informing the
existing or potential market of a business, providing information on the products available
and encouraging purchase.
2 Sales promotions though internet and social media: similar to using advertising with
coverage potentially far wider than an intended market can provide the opportunity for
more information to be available to customers on demand. Not so easy to target potential
customers and control as the medium is also interactive and volatile.
3 Sales promotions through merchandising: related mainly to point-of-sale promotion. Its
main role is to improve the average spend per head of the customer. However, it is also used
to promote particular services or goods.
4 Sales promotions through personal selling: refers to the ability of the staff in a food and
beverage operation to actively contribute to the promotion of sales.
Advertising
Advertising media includes:
broadcast: radio, television
print: newspapers – national daily, regional daily, national Sunday, regional Sunday, weekly
regional and free distribution
Consumer publications: directories (Yellow Pages, Thompson’s), guides, business

publications, executive travel publications, technical and professional publications, journals
and other magazines (including local free ones)
other media: commercial transport, terminals and stations, posters, cinema
postal advertising: direct mail, hand drops.

In addition to the above, it is worth considering the use of mailing lists to advise existing
customers of special events, etc. Retaining existing customers is always less costly than finding
new ones.
Internet presence and social media

Websites are now a common way to communicate a product to a wide audience. Nowadays
the organization’s website is one of the first stops for consumers when deciding on a product.
Therefore operators need to ensure that their website is attractive, easy to use, up to date and
a true reflection of what is offered.
In addition, when considering marketing activity, an emerging trend is the use of Web 2.0
applications within hospitality organizations. Web 2.0 applications are tools that are user
generated content websites; these may include Trip Advisor, Face book, twitter etc. These tools
include applications that may include blogs, social networks, met averse, podcast, wiki, tags
and RSS (Rich Site Summary). Currently these applications tend to be used more by large chain
and luxury food and beverage operations rather than budget and small independent operators but
this is changing fast.
Table12.2 describes some examples of these applications and their uses within hospitality and
food and beverage operations.
Merchandising

Merchandising relates mainly to point-of-sale promotion. Its main role is to improve the
average spend per head of the customer. It is also used to promote particular services or goods.
Examples of food and beverage merchandising tend to be mainly visual, but may also be audio
or audio-visual. Food and beverage merchandising stimuli can include:
1. Aromas l drinks coasters and placemats

2. bulletins/blackboards/floor stands l facia boards and illuminated panels
l directional signs l menus, drinks and wine lists
l display cards/brochures l posters
l displays of food and drinks l tent cards
l trolleys (sweet, liqueurs, etc.) l buffets/salad bars, self-service
counters, bar displays, flambé work, etc.
l other customers’ food/drink.
Written/printed merchandising materials should be effective. As well as considering using

images, make sure the words used are descriptive and attractive, as shown in these examples:
Describing the freshness of the product: freshly prepared, pure, natural, real, freshly
squeezed, handpicked each day, fresh.
Describing the environment: free range, corn fed, a specific location, source or a herd name,
stating that foods are from a local market, home grown, or referring to ‘happy animals’.
Describing the overall product: local flavor, traditional, warming, inventive use of
ingredients, house specialty, signature dish.
Personal selling
Merchandising materials must also be supported by good personal (or positive) selling
techniques. Personal selling refers specifically to the ability of the staff in a food and beverage
operation to contribute to the promotion of sales. This is especially important where there
are specific promotions being undertaken. The promise of a particular type of menu or drink,
a special deal or the availability of a particular service can often be devalued by the inability of
the staff to fulfill the requirements as promised. It is therefore important to involve service staff
in the formulation of particular offers and to ensure that briefing and training are given so that
the customer can actually experience what has been promised.
Members of staff will feel more confident about selling if they have information about the
products on offer. If staff can tell well they can sell well. Examples of the type of information
staff will need to know include:
l a description of what the item is and an explanation of how it is served

l where the produce comes from
l what the local animals are fed on
l where the fish are caught

l where the local fruit and vegetables are grown

l how the produce is delivered
l where and how the local drinks are made
l what the specialities of the establishment are and their origin.
There are various ways of enhancing the product knowledge of staff, such as:
l arranging for staff visits to suppliers
l arranging visits to other establishments that use local produce
l seeking out supplier information
l allowing staff to taste products
l arranging for staff to visit local trade fairs
l organising training and briefing sessions for staff. Within the context of personal selling, the
service staff should be able to:
l describe the food, wines and drinks on offer in an informative and appealing way, that makes
the product sound interesting and desirable
l use the opportunity to promote specific items or deals when seeking orders from the customer
l seek information from the customer in a way that promotes sales, for example, rather than
asking if a sweet is required, ask which sweet is required
l use opportunities for the sales of additional items such as extra garnishes, special sauces or
accompanying drinks, such as a dessert wine with a sweet course
l provide a competent service of the items for sale and seek customers’ views on the
acceptability of the food, drinks and the service.
Ability in personal selling is necessary for all aspects of successful food and beverage service.
The contribution of service staff to the meal experience is vital. The service staff contribute to
the customers’ perception of value for money, hygiene and cleanliness, the level of service and
the perception of atmosphere that the customer experiences.
Good food and beverage service staff therefore must have a detailed knowledge of the food and
beverages on offer, be technically competent, have well developed interpersonal skills and be
able to work as part of a team.
2.Basic interpersonal skills

1. Addressing customers:
• Always use ‘SIR’ or ‘MADAM’ for addressing a guest.
• If you know the name of the guest, then address him with his first name (not surname) i.e.
Mr.Subroto, Mr. Mohan etc.
• Always greet the guest with ‘GOOD MORNING’ or ‘GOOD EVENING’, while meeting with
the guest at the first time.
• Always say ‘HAVE A NICE DAY’ or ‘GOOD DAY’ or ‘GOOD NIGHT’ or ‘THANK YOU’,
while guest is leaving.
2. Handling incidents
A) spillage:
It is possible that during the service of a course a few drops of sauce or roast gravy may have
fallen on the tablecloth. The following steps should be followed:
• Check immediately that none has fallen on the guest being served. Apologize to the guest.
• If some has fallen on the guest’s clothing, allow the guest to rub over the dirtied area with a
clean damp cloth. This will remove the worst of the spillage.
• If it is necessary for the guest to retire to the cloakroom to remove the spillage then his/her
meal should be placed on the hotplate until he/she returns.
• Depending on the nature of the spillage the establishment may offer to have the garment
concerned cleaned.
• If the spillage has gone on the tablecloth, the waiter should first of all remove any items of
equipments hat may be dirtied or in his/her way.
• He/she should then mop or scrape up the spillage with either a clean damp cloth or a knife.
• An old menu card should then be placed on top of the table but under the tablecloth over the
damaged area.
• A clean rolled serviette should then be brought to the table and rolled completely over the
damaged area. The menu will prevent any damp from soaking into the clean serviette.
• Any items of equipment removed should be returned to their correct position on the tabletop.
• Any meals taken to the hotplate should be returned and fresh covers put down where
necessary.
• Again apologies should be made to guests for any inconvenience caused.
B) Alcohol over consumption:

• If prospective client ask for a table and the staff believe the client is possibly under the
influence of drink they may refuse a table, even though there may be one available.
• It is not always possible, however, to recognize a guest who may prove objectionable later on.
• If a guest is suspected of being drunk this must first of all be ascertained by the captain or
restaurant manager.
• The guest should then be asked to leave rather than be allowed to become objectionable to
other guests later on.
• If the guest has already consumed part of the meal but is not being objectionable then the
reminder of the meal should be served in the normal fashion, but the captain must ensure no
more alcoholic beverages offer.
C) Illness customer:
• As soon as noticed that a guest is feeling unwell while in the restaurant, a person in authority
(captain / restaurant manager) should be immediately informed.
• The person in authority must enquire if the guest needs assistance. At the same time he/she
must try to judge whether the illness is of a serious nature or not.
• If the illness appears to be of a serious nature, immediately called hospital for ambulance with
doctor for primary inspection before taking guest to the hospital.
• If after short period of time, the guest returns and continues with the meal, afresh cover should
be laid and the meal returned from the hotplate.
d) Returned food
If the customer is returned food maxim in the following reason
a) Food not cooked properly.
In this we have to handling the customer following way, for example A guest orders a fillet
steak and would like it cooked M/R, when it is delivered to the table it is over cooked and is
more M/W. What do you do?
1) A p o l o g i s e, wait for them to finish talking, thank them for bringing it to your attention.
2) Offer to get them another steak freshly cooked at that it is one you.
3) If they are dining with others offer to take their dishes away so that they can eat together.
4) Read their body language, if they are still unhappy gt them drinks on the house or anything
you think will help restore their trust in us.
5) Remember to stay calm at all times.

e) Lost property
1. If you find out the customer are lost our hotel restaurant property we have to inform to our
senior immediately. For example: the customer are broke the ash try.
2. According to their guideline we have to handling the customer.
3. Inform the customer in a kindly way, what is the rules and regulation of the hotel.
4. Ask them to pay their bill for their breakage.
5. If the customers are accepted we have to make the bill for particular breakage product and
show to the bill and collect the cash from the customer.
6. After collect the amount in restaurant we have breakage register, in this register we have enter
the breakage product details and get the sign from the customer as well as restaurant manager.
e) Lost children
1. If you find out the customer lost their children in the restaurant immediately we have to inform
this information to your manager.
2. Then immediately inform this about the problem to the front office department and security
department.
3. Ask the customer children identification i.e color of dress, body identification etc.,
4. If we can’t find out inside of the hotel don’t make any delay inform nearest police station.
5. Same time inform to the all department regarding this problem and ask them to find out the
child in their place.
6. Be a person and support to that customer making their fell comfort.
7. Give full support for police inquiry.
Unit-III

Staff organization and training

Staff organization in food and beverage service centers on having sufficient trained and
competent staff on duty to match the expected level of customer demand.
Level of demand and customer throughput
The first step in staff organization is to determine the expected level of customer demand. This
can be done from sales records. As most operations have limitations in the number of customers
that can be served at any particular time, it is also necessary to calculate the potential customer
throughput.
There is a relationship between the volume of customers to be served and the length of time
they stay on the premises. The time customers take in different types of operation varies. An
indication of these times is given in Table.
There is also a relationship between the volume of customers and the opening times of the
operation. For example, in a full service restaurant the seating time of customers might average
one and a half hours. If the restaurant is open for four hours, then it might be possible to fill
the operation twice. If, however, the opening hours were only two and a half hours, then would
not be possible.
Opening times are determined by:
local competition l transport systems

l proximity to local attractions, such as a
theatre l staffing availability
l location of the premises, for example city l volume of business anticipated
centre/country/suburb l local tradition.
Customer throughput in table and assisted service operations

Customer throughput can be determined since all customers are usually seated for both table
and assisted service methods. For new operations the throughput must be estimated as it is
limited by the length of seating time and the opening hours of the operation. For existing
operations sales records will provide a guide to potential throughput.
Staffing for each service period can then be estimated and staff allocated to specific jobs.
Staffing will also need to be estimated for mise-en-place duties prior to the service period and
for clearing following the service period. Thus, a restaurant that is open for two and a half
hours at lunchtime may require staff to be on duty for up to five hours.
To calculate the total staffing required:

1 Estimate the number of staff required per service period in one week.
2 Multiply the number of staff per service period by the number of hours worked in each period.
3 Divide total staff hours by full-time working week hours. This will give the full-time
equivalent of number of staff required.
4 Mix part-time and full-time staff hours to cover all service periods.
5 Draw up staff Rota, which may be on a two- or three-week cycle to allow for days off, etc.
The example below is for a restaurant open six days per week for luncheon and dinner;
maximum of 80 covers.

As the numbers of staff for each service period have been calculated, a working time rota
can be drawn up. In this example the full-time equivalent staffing is 10. Mixing full- and
part-time staffing could mean that this operation might employ, for example, five full-time
staff working 175 hours (5 staff x 35 hours) with the rest of the required 172 working hours
(347 hours – 175 hours) being covered by overtime and/or part-time staffing. Similar approaches
for estimating staffing requirements exist for the other service method
groups although the calculation of throughput differs, as indicated below.
Customer throughput in cafeteria operations

There are five factors that influence potential throughput in cafeterias:
1 Service time: the time it takes each customer to pass along or by the counter and reach the
till point.
2 Service period: the time the cafeteria is actually serving.
3 Till speed: the time it takes for each customer to be billed and payment taken.
4 Eating/seating time.
5 Seating capacity.
Example 1
All customers will need to be served in:

Generally, if the seating time is greater than the service period, then the actual number of seats
will need to equal the total number of customers. If the eating time is less than the time it
takes to serve all the customers then the number of seats may be less than the actual number
of people to be served. However, the queue may need to be staggered to avoid excessive waiting
before service.
Daily duty Rota

The object of a duty Rota is to ensure that all the necessary duties are covered in order that
efficient service may be carried out. The exact nature of the duty Rota will vary according to
the type of establishment, the duties to be performed, the number of staff, staff time off and
whether a split/straight shift is worked. Figure gives an example of a daily duty Rota for
pre-service duties for a table service operation and shows how they may be allocated.
A duty rota also provides the basis for staff training. Detailed lists are drawn up for all the tasks
and duties that must be covered. These task and duty lists will also identify the standards that
are to be achieved for the operation.
Staff training
Training may be defined as the systematic development of people. The general objectives of
training are to:
1. increase the quantity and quality of output by improving employee skills
2. Reduce accidents
3. Increase the return to the employee in personal rewards, such as increased pay, recognition
and other benefits which the employee wants from the job
4. Make the operation more profitable by reducing the amount of equipment and material
required to produce or sell in a given unit

5. make it possible for the supervisor to spend less time correcting mistakes and more time in
planning
6. Minimize discharges because of inadequate skills
7. Improve morale and achieve a more satisfactory working environment
8. Enable new employees to meet their job requirements and enable experienced employees to
accept transfers, adapt to new methods, increase efficiency and adjust to changing needs
9. Encourage willingness, loyalty, interest and the desire to excel.
Terms used in staff training

Job
All the tasks carried out by a particular employee in the completion of prescribed duties, within
the setting of a particular working environment.
Job analysis
The process of examining a job to identify its component parts and the circumstances in which
it is performed. This would normally require an examination of:
l the purpose of the job – what it exists for and what key results are expected from it
l the setting of the job – the physical, organizational and social conditions of the job
l the main tasks that have to be performed in order to achieve the results – what the employee
does
l the resources or facilities available to the employee – what people, equipment, services, etc.,
he or she can call upon.
Job description
A broad statement of the purpose, scope, duties and responsibilities of a particular job. This
would normally include the following:
l job title
l purpose and scope of job
l to whom responsible
l place of work
l for whom responsible
l main duties
l main characteristics and working
conditions
l key performance measures.
Task
An identifiable element of a job, by means of which a specific result is achieved.
Task identification
The process of identifying, listing and grouping the tasks that make up a job.
Task analysis
The detailed and systematic examination of the skills used by an experienced worker in

performing a task to the required standard.

Job specification
A detailed statement of the tasks involved in a job, the standards required and the corresponding
knowledge and skills involved.
Syllabus
A statement of what a trainee needs to learn, based on the comparison between the job
specification and his or her present knowledge and competence.
Training programme
A broad outline of training that indicates the stages or sequence of the training and the time
allowed for each part.
Training manual
This is a guide for the training of staff and trainees that specifies the points to be covered in
training,.
Training programmes and the role of the supervisor

The advantages of clear and thorough training programmes include:
1. identification of standards of performance required
2. improved ability of staff
3. a means of measuring ability
4. more efficient working
5. clearer responsibilities for staff.
The role of the supervisor in training is to:
1. ensure that staff are competent to carry out the duties required of them
2. Ensure that legal and company requirements are met (for example, no staff under 18 to work
with dangerous machinery)
3. Develop and train staff as required
4. Develop existing staff to train others
5. Identify training needs of staff, now and in the future
6. develop the necessary skills to achieve the list of advantages of well-produced training
programmes described above.
What is a training need?
A training need is present when there is a gap between:
1. the knowledge, skills and attitudes displayed by people in their jobs, and
2. the knowledge, skills and attitudes needed for them to achieve the results the job requires,
both now and in the future.
Identifying training needs
In order to systematically determine what the training needs of the operation are, it is necessary
to find specific answers to the questions listed below.

Present needs
The first action is to examine the current staffing position and determine where the immediate
training needs are. This includes consideration of the following:
Staffing
l What staffing does the establishment Where do they come from?

Currently have? How are they chosen?
l Where do they fit in?
l How long do they stay and why? How many new people are recruited and
how often?
Agreed job descriptions

l what do the members of staff do in theory and in practice?
l Do they know what they have to do?
Standards and performance
l What results and standards are expected from the staff?
l Are the members of staff aware of these requirements?
l How well do they meet the requirements?
l What prevents these requirements from being met?
Present training
l How do members of staff currently learn their jobs and from whom?
l How well do they learn?
l How quickly do they learn?
Key problems
l Are there any special difficulties:
l in the skills people have to learn
l in the circumstances under which they work
l in organizing training?
Resources
l What training facilities exist within or outside the organization that can be used or
developed?
Future needs
Any change brings a training need with it. It is therefore necessary to ask questions in order to
find out what future training will be needed, for instance:
Normal staff changes and development
l What is the age range of the staff?
l What posts are likely to have to be filled due to:
l retirement
l normal replacements
l transfers?

l Is anyone earmarked for promotion?

l What potential for promotion is there?
l What plans are there for craft or other trainees?
Other changes
l What plans, if any, are there for:
l expansion
l new equipment
l new working methods?
l How will existing jobs have to be altered to meet these changes?
l What further training will existing staff need?
l Will new staff be required?
Induction training
Induction training must be given to all new members of staff and should cover such things as:
l health, safety and security policies and procedures
l company employment policies and procedures (related to grievance, disciplinary, sickness,
holidays, periods of notice, etc.)
l organization of working department including duties of colleagues
l other departments – their role and responsibilities
l where things/people are
l duty Rota.
Planning training
Planning the tanning based upon an operations hierarchy which is used to identify tasks
and duties in food and beverage service operations. These tasks and duties are summarized in
the Chart. This identification of their tasks and duties.
For individual operations a similar list of tasks and duties can be drawn up that are specific
to that particular operation. The set of tasks and duties, when compiled, are then analyzed to
identify specific knowledge, skills and attitudes required for each task. In other words, each
task and duty is defined and standards of performance identified. Existing members of staff
are then assessed against these criteria. The gaps are the training needs and plans should then
be drawn up to carry out the training that is required.

UNIT-IV
Wine
4.1.Types of wine
Wine:
According to the ‘wines and spirits association of great Britain –“ wine is an alcoholic beverage
obtained by the fermentation of which has been carried out in the district of its origin according
to the local traditions and practices. Nothing artificial is added to it.
INTRODUCTION TO WINES - HISTORY OF WINE-MAKING

• There is archeological evidence that wine making was practiced some ten thousand years
ago. The first definite mention of making wines from grapes occurs in the literature of
ancient Greece and Rome.
• The formula travelled through Babylon, Egypt, Greece and Rome where the Romans
brought it with their empire building to France, Germany and Spain. From Europe, wine
making was extended to America, Africa, Asia and Australia and in every country, the
wines produced are different
The vine
• The vine is a creeper bearing grape fruits. There are five families of wine-producing
vines: vitis vinifera, vitis riparia, vitis rupestris, vitis labrusca and vitis berlandieri
Composition of the grape
The grape is made up of a stalk, skin, pips and pulp.

Stalk: when the stalk is used it imparts tannic acid to wine. It is mostly used in the making of
big, flavorsome red wine and is not used when making white and light wines. Tannin is a
necessary ingredient as it acts as a preservative and anti oxidant.
Skin: the outer skin or cuticle has a whitish downy or cloudy coat known as bloom.
Pips: crushed pips impart tannic acid, oils and water. If left uncrushed they do not contribute to
vinification.
Pulp: the flesh of the grape provides the juice, also known as must, which is essential for
fermentation. The must contains: 78%-80% water, 10-25% sugar, 5-6% acids

Yeast
• There are two main categories of yeast: Natural yeast and Cultured yeast.
• 1) Natural yeasts: Its present in naturally in grapes, They adhere a waxy substance
formed on the grape skin, and this dull whitish haze of yeasts and micro-organisms is
known as ‘ Bloom’.
• 2) Cultured yeasts
These are pedigree stains of natural yeasts cultivated in a laboratory. They are used
because they are efficient in converting sugar into alcohol. Ex: Saccharomyces cerevisiae,
Sacchraomyces carlsbergensis, Saccharomyces apiculatus, Saccharomyces ellipsoideus

Viticulture
Viticulture refers to the growing of grapes. The grape plant is a creeper which has to be grown
on sloping, rocky and chalky soil. Rocky soil is essential to prevent the retention of water.
Factors that influence the quality and final taste of wine
The same vine variety, grown in different regions and processed in different ways, will produce
wines of differing characteristics. The factors that affect the quality and final taste of wines are:
climate and microclimate
1. method of wine making – vinification
2. nature of the soil and subsoil
3.luck of the year – vintage
4. vine family and grape species
5.ageing and maturing process
6.method of cultivation – viticulture
7.method of shipping or transportation
8. composition of the grape(s)
9.storage temperature.
10. yeast and fermentation.
Wines may be identified as vintage wines. These are wines grown and made in a particular
year and this is stated on the bottle. Non-vintage wines are those where the bottle may contain
wines from different years. No date will be shown on the bottle.
4.1Grape varieties
Wine grape varieties represent only a small portion of the more than 600 kinds of grapes. Each
grape variety has its own unique combination of characteristics including color, size, skin
thickness, acidity, yield per vine and flavors. Only a few grape varieties are suited to produce
fine quality wine.
While many grape varieties are used to produce wines, only a few grapes have distinguished
themselves as being particularly suited for the production of fine wine. These 'noble grape
varieties' must still be matched with the right micro-climate and winemaking techniques in order
to live up to their potential.

White grape varieties Red grape varieties
1. Aligot fonte 1. Barbera

2. Folle blanche 2. Carignane
3. Marsanne 3. Durif
4. Muscat 4. Malbec
5. Pinot gris 5. Nebbiolo
6. Scheurebe 6. Pinot meunier
7. Ugni blanc 7. Tempranillo
8. Chardonnay 8. Touriga nacional
9. Gewürztraminer 9. Brunello
10. Melon de Bourgogne 10. Carmenere
11. Palomino 11. Gamay
12. Riesling 12. Merlot
13. Semillon 13. Petit syrah
14. Verdicchio 14. Pinot noir
15. Chenin blanc 15. Tinta baroca
16. Greltliner 16. Tinta roriz
17. Muller Thurgau 17. Cabernet franc
18. Pedro ximenez 18. Cinsault
19. Roussane 19. Grenache
20. Sylvaner 20. Montepulcian
21. Viognier 21. Petit verdot
22. Columbard 22. Sangiovese
23. Malvasia 23. Tinta cao
24. Muscadelle 24. Zinfandel
25. Pinot blanc 25. Cabernet sauvignon
26. Sauvignon blanc 26. Syrah/shiraz
1. Vitis vinifera: Both red and white varieties of grape, used for producing both red and
white wines. It is one of the most superior varieties and is best suited for champagne.
2. Boal: A red grape, used in the manufacture of sweet Madeira.
3. Cabernet: Black grapes, best suited for red Bordeaux wines.
4. Cabernet sauvignon: Red as well as white varieties of grape, suited for producing
Bordeaux wines, and especially wines from the loire valley.
5. Gamay: A red grape, used in the manufacture of red burgundy wines, and especially
Beaujolais and cote macconaise.
6. Merlot: A grape which is good for red Bordeaux wines and gives a medium to full
bodied wine, like st. emillion and pomerol.
7. Semillion: A grape suited for sauternes and barsac
8. Riesling: Grapes from france or germany, best suited for white wines.
9. Furmint: A white grape used in making a sweet Hungarian wine called tokay
10. Muscat: A white grape, used in French , Italian and Spanish sweet white wines
11. Grenache: A black grape, used in French and Spanish red wines.
12. Pinot noir: A black grape, used in the manufacture of red burgundy wines and pink
champagne.
13. Pinot blanc: A white grape best suited for white burgundy as well as champagne.
14. Chardonnay: A white grape, best suited for white burgundy wines like Chablis,
meursault, montrachet, mercury and ruilly.
15. Hligothe: A grape used generally for any red or white wine.
Malvasia: A grape used generally for any red or white wine
4.2CLASSIFICATION OF WINES
1. Natural still wines:

This is the largest category. The alcoholic strength may be between 9% and 15% by volume.
The wines may be:
Red: produced by being fermented in contact with grape skins (from which the wine gets its
colour). Normally dry wines.
White: usually produced from white grapes, but the grape juice (must) is usually fermented
away from the skins. Normally dry to very sweet.
Rosé: can be made in three ways: from black grapes fermented on the skins for up to 48
hours; by mixing red and white wines together; or by pressing grapes so that some colour is
extracted. Rosé wine may be dry or semi-sweet. Rosé wines are called ‘blush’ wines in the
USA when made wholly from red grapes.
Sparkling wines: available from France, Spain (Cava), Italy (Prosecco), Germany (Sekt)
and many other countries.
Examples: Red and White Bordeaux, Burgundy, Italian, Rhine, Moselle, Alsatian, Spanish,
Portugal, Hungarian, Californian, and Australian table wines.
White wine: Chablis (Bordeaux), RedWine:Beaujolais(Burgundy) RoseWine:Rose Tavel(Rhone)
2. Sparkling wines:
Sparkling wines are those wines, which have a sparkle or a fizz. This is due to carbondioxide
produced during fermentation, which is not allowed to escape from the wine. Best results are
obtained by employing the “Methode Champenoise” for the sparkling wines. The Alcoholic
percentage is less than 14 per cent.
Examples: Champagne, Sparkling Saumur, Sparkling Vouvray, Sparkling Burgundy, Asti

Spumanti, Sparkling Mosselle.
Sweetness in sparkling wine
The dryness or sweetness of the wine is indicated on the label:
Extra brut – very dry
Brut – dry
Sec – medium dry
Demi-sec – medium sweet
Demi doux – sweeter

Doux – luscious.
3. Fortified Wines
These are produced by adding brandy to blended wines giving the wines a fairly high alcoholic
content of over 14% but not more than 24%.
Examples:
Sherry (from Spain) 15–18% – Fino (dry), Amontillado (medium), Oloroso (sweet).
Port (from Portugal) 18–22% – ruby, tawny, vintage character, late bottled vintage, vintage
Madeira (made on the Portuguese island of Madeira) 18% – Sercial (dry), Verdelho
(medium), Bual (sweet), Malmsey (very sweet).
Marsala (dark sweet wine from Marsala in Sicily) 18%.
Málaga (from Málaga, Andalusia, Spain) 18–20%.
4. Aromatized Wines:
These are blended wines with added flavorings and fortified with brandy to bring the strength up
to 18% alcohol.
Examples: Vermouth and Aperitif wines, cap corse and bitter.
Vermouth: it is made using a low quality wine base which is flavored with a variety of
botanicals such as wormwood, nutmeg, orange peel, cinnamom,bitter almonds.
Example: Dry: Martini, Chambery,Noilly Prat, Sweet: Martini rosso,noilly prat red,
Bitter: This aromatized wine has many varieties:
Campari: Its is a pink Italian aperitif, bitter sweet and slight flavor of orange peel.
Angostura: This is named after a town in Venezuela; it is brownish red in color and is used
mainly as a flavoring agent.
Amer Picon: This is a black and bitter aperitif from France.
Quality control for wines

The majority of the world’s wine-makers must ensure that their products conform to strict
quality regulations covering such aspects as the location of the vineyards, what variety of grape
is used, how the wine is made and how long it is matured.
France
Vin de table: this is ordinary table wine in the cheapest price range.
Vin de pays: the lowest official category recognised. Wines of medium quality and price,
made from certain grapes grown within a defined area. The area must be printed on the
label. A minimum alcohol content is specified.
Vin delimité de qualité supérieure (VDQS): a quality wine just below appellationcontrolled
standard. Area of production, grape varieties, minimum alcohol content,
cultivation (viticulture) and wine making (vinification) methods are specified.
Appellation d’origine contrôlée (AC or AOC): quality wine from approved areas. Grape
varieties and proportions, pruning and cultivation method, maximum yield per hectare,
vinification and minimum alcohol content are specified.
4.3 Making of Wine:

 Harvesting
 Grading
 Removal of stalks
 Crushing
 Sulphuring
 Fermentation
 Racking
 Fining/Filtering
 Blending
 Maturing
 Corking/bottling(2nd fermentation)
 Aging
Harvesting:
Grapes are plucked when the density of the bloom, or natural yeast on the skin taken
from a number of bunches is constant, so that the grape is fully ripened and has nothing more to
gain from the plant.
Grading:
Grapes are graded according to the quality.
Removal of stalks:
The ripened grapes are plucked from the stalks.
Crushing:
Collected the grapes together and crush immediately in order to avoid the oxidation, there
are three type of crushing,
1. Hydrolic press
2. Pneumatic press
3. Cylindrical press
There is one more method is called”ZAPOTAS DE PISAR”(Crush by the foot). The product
obtained from the crushing grapes is called (pulp) MUST. The coating on the skin grapes
consists of tiny yeast cells. This coating is known as BLOOM. The yeast causes fermentation
the grape juice.
Sulphuring:
Sluphur dioxide is added fairly early in the fermentation process to prevent air from
oxidizing the juice and converting the alcohol into vinegar.
Fermentation

Fermentation is the process of adding wine yeast to fresh grape juice to convert the
natural sugar in the grape to ethyl alcohol. In this process carbon dioxide is grow and released
making fermentation violent at first and then slow. The fermentation process takes 2 days to 2
weeks according to the tradition of the house. During this fermentation process temperature
should be maintained between 130c to 180c (640 To 770F).
Cellaring and racking:
After the fermentation complete the “running wine” is run off into casks for maturing.
The filled casks are put in the cellars for the wine to mature. This is called cellaring.
Then the wine must be separated from the dead yeasts which decompose and give an odd
flavor in the wine. The dead yeast settles at the bottom of the casks. The wine is carefully
pumped into another cask without disturbing the dead yeast leaving some wine at the bottom
called LESS.
Fining and Filtering:
This is a process of converting the cloudy wine into the clear fine wine. This may be done
with a gelatinous substance such as isinglass, egg white or ox blood, the wine may then passed
through fine filters. Then pumped into the refrigeration unit to stabilize the wine.
Blending:
It is a legitimate (lawful), natural and honest way of improving the quality of wine.
Blending is done of wine from the different vineyards and different years. This process ensures a
consistent quality.
Maturing:
This takes places naturally by allowing the wine to rest in oak barrels for one or two
years to gain maturity and pickup a soft soft and mellow character from the oak tree.
Corking/Bottling (2nd fermentation):
Bottles are cleaned and dried with hot air. Cool and dry weather is chosen to pump the
wine to bottle. Then bottles closed with cork, which is made by oak tree, in this process the cork
must be touch the wine and bottle because of breath. Otherwise the cork will dry and shrunk.
This is called as second fermentation. Finally cork will be sealed with Spanish wax (agrafe).
Aging:
Wine is aged in bottles for 3-4 years.
4.4 TASTING OF WINE

Going to a wine tasting can be a very fun and enjoyable experience.
1. Some wine tastings offer you bottled water. Use this to rinse out your mouth between tastings
so your palate is clean for the next wine.
2. There is often unsalted and unflavored crackers and bread to help palate cleansing as well.
3. You should always handle the wine glass by the stem. This helps avoid heating the wine with
the warmth of your hands, thus altering the taste.
4. wine tasting, the glasses should always be clear so you can get a good look at the wine.
5. The tables may also be covered with white tablecloths to help you see the wine’s color clearly.
6. Do not let the wine name full you. For example, white wines are not white in color. They may
range from yellow to green to brown. Red wines range in color from pale red to a deep brownish
red and often become lighter with age. Sometimes the color of a wine may indicate age or flavor.
You may be able to tell the age of a red wine by doing a rim test.
7. Tilt the glass slightly towards the rim of the wine glass and look at the wine. If the color of the
red wine is more of a purple, it is usually a younger wine. If the color of the red wine is brown, it
is an older wine.
8. Another thing you may have seen people do before they taste wine is swirl it slightly in the
glass. This is to help open up the wine’s flavor. Remember that the wine may have been in a
bottle anywhere from six months to many, many years. When someone swirls a wine, it helps
release the flavors. Just like when you’re cooking at home and stir the food to help blend the
flavors.
9. This is the next step in the tasting process. You have probably seen people smell wine before
and wondered why they did it. Smell plays a very important part in what we taste. Researchers
have determined that perhaps as much as 75% of what we taste is actually based on what we
smell first. You can smell your wine one of two ways: taking a small whiff to get an idea of how
the wine smells, then a deeper whiff or take one deep whiff. After smelling the wine, take a
minute to think about the smell. You do not want to immediately taste it after smelling but give
yourself time to explore exactly what you smelled.
10. Finally, you will need to know is how to taste the wine properly. Your tongue has taste buds
in both the front and back. These taste buds can detect bitter, salty, sweet, and sour flavors, but
some are more sensitive than others are. There are three steps in tasting a wine: the first
impression, the taste, and the aftertaste. The first impression happens when you take your first
drink and the wine actually hits your taste buds. It should awaken your sense to the wine. After
taking the first drink, you should swish the wine around your mouth for a few seconds to let all
your taste buds discover the full flavor of the wine. Think about what the wine tastes like. Is it

light or heavy? Is the smooth or harsh? The aftertaste is the sensation that remains in your mouth
after swallowing the wine. How long did it last and was it pleasant.
4.5 Naming Of Wine

Mostly wines get their names in one of two different ways: they are either named for their grape
variety (the grape that was used to make the wine) or they are named for the region of the
world in which the wine was made.
Depending on where in the world the wine you have purchased was made, the practices of that
location will determine whether or not they name the wine after the grape variety or the region.
For most wines, this determination is made depending on whether the wine was made in the New
World or the Old World.
Old World wines are usually named after the region where they were grown, while New World
wines are usually named for the sole or principal grape in the bottle!
New World Wine Names
In the majority of wine regions of the New World, the winemakers choose to name their wines
after the sole or principal grape varietal that has gone into creating the beverage. In simpler
terms, this means the wine is called by the grape’s name, so for example if Cabernet Sauvignon
grapes were used to make the wine, the wine is called Cabernet Sauvignon. This would even be
true if the wine wasn’t made with 100 percent Cabernet Sauvignon and instead the winemaker
chose to use only 70 percent, selecting other grapes for the remaining 30 percent. Because
Cabernet Sauvignon is still in the majority, most New World winemakers would still call the
wine Cabernet Sauvignon.
Normal items that appear on the label:
1. Penfolds - This is the Producer of the wine

2. Grape Varietals - In this case it is a blend, and the percentages of each must be
shown.

3. Percentages - Percentages of each Varietal Grape included in the blend.

4. Vintage 1997 - The year the grapes were harvested.
5. Clare Valley - The wine growing district
Old World Wine Names
In wines that are made in the Old World, these wines generally receive the name of the region
from which the wine was made. For example, while a wine made in the Bordeaux region of
France might contain 70 percent Cabernet Sauvignon, giving it the name Cabernet Sauvignon in
the New World, because the wine was made in the Old World it is called Bordeaux.
The reason wineries from the Old World name their wines after regions is because Old World
winemakers tend to feel that the place where the wine was made has as much, if not more, to do
with how the wine will taste as grapes.
1. Valpolicella - The appellation

2. Dry Red Wine - Type of wine
3. Denominazione di Origine Controllata - Italian equivalent of the French AOC
controls the production and labeling of wine in Italy
4. Folonari - This is the Producer of the wine
4.6 SELLING WINE
The key to up selling wine is to find the right wine to fulfill or exceed the customers’
expectations. If the customers already know which wine they want to order, do not try to up sell
them on something else unless they seem hesitant or unsure. Remember, the best opportunity for
up selling wine is when the customer asks for a suggestion.
Follow these tips for successful upselling of wine:
1. Offer wine.

Wine should be offered after customers have had a few minutes to look at the menu. That way,
the patrons have enough time to think about their meal choice, which may guide them in their
wine selection.
2. Ask about red or white.
If the customers want wine, often they will ask the server for a suggestion. If they do, first ask
the customers if they have a preference of red or white wine. If they do not have a preference,
you can freely suggest either kind of wine. If members of the party disagree on whether they
want red or white, you can always suggest a rosé as a compromise.
3. Ask about grape type.
Ask the customers if they have a preference of wine- or grape-type. If they do, simply
recommend a quality wine of that type, starting from the more expensive range and suggesting
more economical options if they seem hesitant or mention the high price.
4. Match wine to food.
Ask the customers if they know what they are going to order for their meal (for example, steak,
or a red-sauce pasta dish). If they have not decided what to order but are ready for wine, suggest
Chianti, pinot noir, sparkling white, trebbiano or a good chardonnay, since these are some of the
most versatile wines that pair well with a variety of foods. If the customers know what they are
going to order, recommend a quality wine that would be a good pairing, using suggestions from
our general guidelines or wine pairing chart.
5. Determine price range.
If the customer seems hesitant about your wine suggestion, it could be because they are looking
for a lower price. Always start with the more expensive suggestions you might have, and move
down from there while gauging the customers’ response.
6. Offer dessert wines.
When the customers are at the end of their meal, ask if they would like a half-bottle of dessert
wine, which goes well with sweet foods. If the customers are too full for dessert, you can still up
sell them on wine. A sweet wine can be its own dessert.
Wine and food harmony
Wine needs the dimension of food to bring out its true flavours. The partnership of wine and
food depends principally on four factors:
 The style of wine

 The style of food
 The personal preference of the diner
 The financial constrictions
Complications set in when
 Other people’s tastes have to be considered;

 The choice has to be appropriate to suit a particular occasion.
A further complication arises from the knowledge that some foods are the enemies of wine.
Foods unkind to wine are those with a high vinegar or sulphur content and those with strong
acidity or overpowering hot spicy flavours.
 Horsdoeuvre, globe artichoke, avocado when served with vinaigrette dressing;

 Smoked mackerel, kippers, anchovies;
 Brined or pickled fish
 Lamb in mint sauce
 Very hot curries and chilies;
 Grape fruit, tart apples, oranges, lemons;
 My egg dishes because their sulphur content and their characteristic coating of the mouth
neutralizes the taste of wine ;
 Chocolate, again because its mouth- coating effect reduces to an almost imperceptible
states the flavour of wine.
However most wine, and food have a beneficial effect on each other. The general principles, still
broadly valid are that:
 White wine should be served with white meat, fowl and fish;
 Red wine should be served with red meat, game and cheese;
 Sweet white wine should be served with sweets, puddings and dessert.
Besides the important matters of food, wine, personal preference and financial constraints, the
following factors should be considered:
 Time of day- lunch or dinner;

 Time of year- summer or winter;
 The weather- dull, cold, bright, warm, hot, humid;
 Mood- bad, good, celebratory, experimental;
 Occasion- formal, cozy, business;
 Theme of occasion- re-union, birthday;
 Style of service- sit-down meal, buffet, carvery;
 Style of restaurant- Italian, Greek, French;
 Ambience of occasion and location;
 Previous experience of your party and the party mix;
 The logical progression of the wines during the meal:
 Dry wine before sweet wine
 Light wine before heavy wine

 Young wine before old wine

 Simple wine before more complex wine
 White wine before red wine, except in the case of sweet white wine
 Good wine before better wine
FOOD STYLE OF WINE WINE EXAMPLES OR TRY SIMILAR STYLES FROM

REQUIRED OTHER COUNTRIES
HORSD’OEUVRE CLEAN, SHARP MUSCADET, SYLVANER, FINO, MANZANILLA

WHITE OR
FORTIFIED
HORSD’OEUVRE FULL-BODIED DRY MACON LUGNY, FRASCATI, CHABLIS, VOUVRAY

SUBSTITUTES OR MEDIUM WHITE
ARTICHOKE WITH
HOLLANDAISE
ASPARAGUS SOFT, FLOWERY CHARDONNAY, COTES DE GASCONE,

WHITES LIEBFRAUMILCH
AVOCADO WITH DRY TO MEDIUM AUSTRALIAN CHARDONNAY, CAPE STEEN, TAVEL

PRAWNS WHITE OR ROSE ROSE
CAVIAR SPARKLING WINES CHAMPAGNE, YARDEN BRUT, LINDAUER, CUVEE

NAPA
GRAVLAX MEDIUM SWEET VOUVRAY, GRAN VINA SOL, CALIFORNIAN

WHITES CHARDONNAY
MELON SWWET FORTIFIED PORT, MADEIRA, OLOROSSO SHERRY
MUSHROOM A LA BIG WHITES WITH DEMESTICA, SANCERRE, VERDICCHIO

GREQUE SOME ACIDITY
OYSTERS SPARKLING OR CHAMPAGNE, CHABLIS, MUSCADET, SOAVE

DRY WHITE
PATE SWEET WHITE OR SAUTERNES, CRU BEAUJOLAIS, KALTERERSEE

LIGHT RED
PRAWN COCKTAIL MEDIUM WHITE GRAVES, CHARDONNAY, RIESLING
PROSCUITTO WITH FULL-BODIED, DRY FRASCATI, ORVIETO, GUMPOLDSKIRCHNER

MELON OR MEDIUM WHITE
SALADE NICOISE FULL BODIED,DRY MULLER THURGAU, MACON VIRE, PROVENCE ROSE
WHITE OR ROSE

SMOKED SALMON SMOKY, OAKY RIOJA BIANCO, POUILLY FUME, NEW WORLD
WHITES CHARDONNAY
SNAILS SPICY WINES COTES DE PROVENCE,GEWURZTRAMINER,

VERDICCHIO
WHITEBAIT WHITES WITH MUSCADET, WELSCH RIESLING, FRASCATI

GOOD ACIDITY
SOUP
BISQUES FULL BODIED-DRY MONTILLA, PINOT GRIS, RIOJA BLANCO

WHITE
CONSOMME MEDIUM DRY, AMONTILLADO, VERDELHO, PALO CORTADO

FORTIFIED
BORTSCH MEDIUM SWEET VOUVRAY, LIEBFRAUMILCH, OPPENHEIMER

WHITE GOLDBERG
CREAM, VELOUTE, FULL-FLAVOURED ALIGOTE, SANCERRE, POUILLY FUME

VEGETABLE WHITE
EGG DISHES DIFFICULT CREMANT, D’ ALSACE, CAVA, SEKT, GREAT

PERHAPS WESTERN
SPARKLING
FARINACEOUS RED OR WHITE

DEPENDS ON
SAUCE
WITH CREAM MILD-FLAVOURED FRASCATI, ORVIETO, LACRYMA CHRISTI

SAUCE WHITES
WITH TOMATO LIGHT REDS VALPOLICELLA, SANTA MADDELENA, BEAUJOLAIS

SAUCE
WITH MEAT SAUCE BIGGER REDS CHIANTI, BAROLO, VINO NOBILE DE

MONTEPULCIANO
WITH SEAFOOD FRESH WHITES VERDICCHIO, SOAVE CLASSICO, PINOT GRIGIO

SAUCE
FISH
COD, SMOKED WHITES WITH MUSCADET, ALIGOTE, CHABLIS

CRISPINESS
CRAB SALAD DRY MEDIUM FRASCATI, ALIGOTE, SAUVIGNON BLANC

WHITE
HADDOCK MILD, ACIDIC SOAVE, MEURSAULT, NEW WORLD CHARDONNAY

WHITES
KEDGEREE AROMATIC WHITES GEWURZTRAMINER, SANCERRE, TRAMINER

AROMATICO
LOBSTER, PLAIN SOFT WHITES GERMAN RIESLING, POUILLY FUISSE, CONDRIEU
LOBSTER IN RICH RICHER WHITES RULLY, GRAVES, AUSTRALIAN CHARDONNAY

SAUCE
MACKEREL SHARP WHITES VINHO VERDE, RIOJA BLANCO, SAUVIGNON BLANC
PLAICE FINE WHITES MONTRACHET, POUILLY FUISSE, ALSACE RIESLING
SALMON FINE DRY GERMAN KABINETT, WHITE BURGUNDY,

WHITES,LIGHT RED BEAUJOLAIS
SARDINES VERY DRY WHITES VINHO VERDE, MUSCADET, ALIGOTE
SCAMPI MILD FLAVOURED FRASCATI, COTES DE GASCONE, MOSELLE

WHITES
SKATE DRY WHITE WITH PINOT GRIS, CHABLIS, ALBANA DI ROMAGNA

BODY
SOLE (GRILLED) FINE WHITES MONTRACHET, POUILLY FUISSE, MEURSAULT
SOLE (VERONIQUE) REASONABLY RICH VOUVRAY, JURANCON, OPPENHEIMER

WHITES
TROUT DRY WHITE SAUVIGNON BLANC, SEYSEL, CHABLIS
TURBOT DRY TO MEDIUM CHATEAU GRILLET, GERMAN RIESLING, CONDRIEU

FINE WHITE
MEAT
BEEF YOUNG LIGHT MODERN SHIRAZ, PINOTAGE, ZINFANDEL

REDS
CASSEROLED STURDY REDS ST. EMILLION, COTE DU RHONE, AUSTRALIAN

HERMITAGE
ROAST FINE REDS MARGAUX, BRUNELLO, NUITS ST. GEORGE
STROGANOFF FLAVOURSOME BAROLO, HERMITAGE, AMARONE

REDS
STEAK
FILLET GOOD MEDIUM TO CHENAS, BEAUNE VILLAGES, COTE ROTE

HEAVY REDS
TOURNEDOS MEDIUM-BODIED BARBERA, DAO, GRAVES

REDS
T-BONE FULL, FRUITY REDS FITOU, BULGARIAN CABERNET, RIOJA
LAMB
CUTLETS GOOD SOLID REDS GATTINARA, ST.JULIEN, EGRI BIKAVER
ROAST SOFT ST. EMILLION, POMEROL, ST, NICOLAS- DE-

FLAVOURSOME BOURGUEIL
REDS
STEWS VIGOURS REDS LA MANCHA, CORVO, BARBARESCO
KEBABS SPICY REDS CAHORS, TAURASI, DEMESTICA
PORK
CHOP FULL-BODIED REDS AUSTRALIAN SHIRAZ-CABERNET, CHIANTI,

BAROLO
STUFFED ROAST BIG ALCOHOLIC CHATEAU-NEUF-DU-PAPE, GIGONDAS, HERMITAGE

REDS
HAM, GAMMON LIGHT REDS BEAUJOLAIS CRUS, MACON, MERCUREY
VEAL
ROAST MEDIUM BODIED FITOU, CORBIERES, ROSE D’ ANJOU

REDS OR ROSE
WIENERSCHNITZE LIGHT TO MEDIUM, GRUNER VELTLINER, GUMPOLDSKIRCHNER,

L WHITE AND RED KALTERESE
OSSO BUCO MEDIUM TO FULL BARBERA, ROSSO CONERO, GATTINARA

DRY REDS
OFFAL

KIDNEYS SOFT REDS MERLOT, VALPOLICELLA, ST.EMILLION
LIVER FLAVOURSOME TAURASI, COUSINO- MACUL, BULLS’BLOOD

REDS
OX TONGUE WITH FORTIFIED NOTHING BETTER THAN A GLASS OF VERDELHO

MADEIRA SAUCE
SWEETBREADS FRUITY YOUNG BEAUJOLAIS, CHINON, POUILLY FUME

REDS, DRY WHITE
TRIPE WHITES WITH PINOT GRIGIO, MACON LUGNY, BREAKY BOTTOM

ACIDITY
POULTRY
CHICKEN
CORDON BLEU LIGHT REDS BANDOL, ROUSSILON, FLEURIE
KIEV GOOD ACIDIC CHABLIS, ALIGOTE, MACON VIRE

WHITES
ROAST WHITE, RED, ROSE GRAVES, COTES DE BEAUNE, ANJOU OR TAVEL

ROSE
TIKKA MASALA MEDIUM TO FULL AUSTRALIAN SHIRAZ, CALIFORNIAN CABERNET,

REDS GRAVES
COQ-AU-VIN FULL-BODIED REDS CHAMBERTIN, RIOJA, MERLOT
CHICKEN CURRY AROMATIC WHITES TRAMINER AROMATICO, GEWURZTRAMINER,

VERDICCHIO
DUCK
ROAST STRONG REDS RIOJA, BARBERA, VOSNE ROMANEE
DUCKLING A’ L’ MEDIUM SWEET, VOUVRAY, BRUNELLO, CHATEAU-NEUF-DU-PAPE

ORANGE WHITE, FULL REDS
GOOSE
ROAST FULL FLAVOURED GIDONDAS, COUSINO MACUL, BAROLO

REDS
GAME

GROUSE FULL BODIED REDS FINE BURGUNDY, AUSTRALIAN CABERNET,

POMEROL
HARE STRONG CHATEANEUF-DU-PAPE, CAHORS, MADIRAN

FLAVORED REDS
PARTRIDGE LIGHT, FRUITY YOUNG PINOTAGE, SANTA MADDELENA,

REDS BEAUJOLAIS
PHEASANT MEDIUM-BODIED BEREGERAC, CALIFORNIAN CABERNET,

REDS BOURGUEIL
QUAIL DELICATE WHITES FRASCATI, SOAVE, ANJOU ROSE

AND ROSES
RABBIT YOUNG REDS BEAUJOLAIS, KALTERERSEE,ZINFANDEL
SNIPE, WOODCOCK FINE REDS CLARET, GEVREY-CHAMBERTIN, GRANGE

HERMITAGE
WILD DUCK OR BIG REDS BRUNALLO, CROZES-HERMITAGE, CHIANTI

WILD GOOSE
VENISON BIG HEAVY REDS BAROLO, RIOJA, GIGONDAS
CHEESE
SOFT CREAMY LIGHT TO FULL BEAUJOLAIS, CORBIERES, MACON ROUGE

CHEESE REDS
ENGLISH CHEESE LIGHT RED, MOULIN A’ VENT, CLARET, PORT

FORTIFIED
SEMI-HARD FULL BODIED REDS ST. EMILLION, BURGUNDY, CAHORS

CHEESE
HARD CHEESE DRYISH WHITE OR ALSACE RIESLING, POUILLY FUISSE, ANJOU ROSE
ROSE
BLUE-VEINED FULL RED, PORT OR CHATEAU- NEUF-DU-PAPE, PORT, SAUTERNES

CHEESE SWEET WHITE
SWEET, PUDDING
APPLE PIE SWEET, LUSCIOUC SAUTERNES, TOKAY, BEERENAUSLESE
BREAD AND LESS SWEET ST CROIX-DU-MONT, COTEAUX DU LAYON,

BUTTER PUDDING WHITES GERMAN AUSLES
CHEESE CAKE VERY SWEET SAUTERNES, TOKAY, TROCKENBEERENAUSLESE

WHITE
CHRISTMAS CELEBRATORY, ASTI SPUMANTE, BLANQUETTE DE LIMOUX,

PUDDING SPARKLING CLAIRETTE DE DIE
CRÈME BRULEE RICH, CREAMY SAUTERNES, VINS DOUX NATURELS, BARSAC

WHITES
CREPES SUZETTE LUSCIOUS GOLDEN MONBAZILLAC, SAUTERNES, TOKAY
FRUIT SALAD GOLDEN QUARTS DE CHAUMES, BONNEZEAUX, BARSAC

DELICIOUS
PROFITEROLES RICH WHITE OR JURANCON, CREMANT D’ ALSACE, KRITER

SPARKLING
STRAWBERRIES SPARKLING OR ASTI SPUMANTE, SAUTERNES, MONBAZILLAC

AND CREAM SWEET WHITE
SUMMER PUDDING LUSCIOUS,SWEET SAUTERNES, MONBAZILLAC, TOKAY

WHITES
TRIFLE PUDDING FORTIFIED SHERRY OR MADEIRA
ZABAGLIONE FORTIFIED ONLY ONE WINE: MARASALA
SAVOURIES SWEET FORTIFIED SHERRY, PORT, MADEIRA, MARSALA

OR MOR
HIGHLY SEASONED
FOOD ON TOAST
DESSERT-FRESH SPARKLING OR PINK CHAMPAGNE, ASTI SPUMANTE, CLAIRETTE DE

FRUIT SWEET WHITE DIE, SAUTERNES
DRIED FRUITS AND SWEET FORTIFIED PORT, MADEIRA, MALAGA

NUTS
COFFEE SUNDRY LIQUEURS KUMMEL, MALT WHISKY, COGNAC, ARMAGNAC,

AND SPIRITS CALVADOS


F&B Service-II

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Food and beverage service management-II

Handling Reservation & Allocation of tables

 Reservations are accepted in fine dining or specialty restaurants; coffee shop

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Seating the guest

 Ladies must be seated first.

 Seating the guest on a chair

1) Stand straight 9-12” behind the guests’ chair.

 Seating the guest on a sofa

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. Rapid movement of chair.

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o Presenting a menu card

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covers must be adjusted if the tableware is disturbed.

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Promoting features and benefits

l security/peace of mind l status l enjoyment

Determining promotional channels

Approaches to sales promotion

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1. Festival promotions or links with local, regional or national celebrations

Consumer publications: directories (Yellow Pages, Thompson’s), guides, business

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Internet presence and social media

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1. Aromas l drinks coasters and placemats

Written/printed merchandising materials should be effective. As well as considering using

l a description of what the item is and an explanation of how it is served

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l where the local fruit and vegetables are grown

2.Basic interpersonal skills

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Staff organization and training

Level of demand and customer throughput

Opening times are determined by:

local competition l transport systems

Customer throughput in table and assisted service operations

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To calculate the total staffing required:

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Customer throughput in cafeteria operations

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Daily duty Rota

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Terms used in staff training

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performing a task to the required standard.

Training programmes and the role of the supervisor

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l What staffing does the establishment Where do they come from?

Agreed job descriptions

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l Is anyone earmarked for promotion?

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INTRODUCTION TO WINES - HISTORY OF WINE-MAKING

Composition of the grape

The grape is made up of a stalk, skin, pips and pulp.