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    8 views26 pages

    Food and Beverage Service

    Uploaded by

    Ashikur Rahman Bhuiyan

    Copyright:

    © All Rights Reserved
    Download as PDF or read online from Scribd
    Flag for inappropriate content
    of 26
    What is hotel ? — Hotel is an establishment offering food and beverage, accommodation and other recreational facilities. — Hotel categories depends on © Comfort © Facilities © Standard of service F & B Department : — The department responsible for the production and service of all food and beverages in hotel. F & B Departments are : © Food & Beverage Service © Food & Beverage Production Objectives of Food & Beverage Service Staff: --- To give guests satisfaction. --- To ensure the highest quality of product & Service. --- To maintain/ upgrade standards. --- To keep cost down. --- To collaborate with the other departments. --- To anticipate the guests needs. --- To ensure the hygiene standard of his department. SERVICE : Performing duties and tasks required by someone. Typical Features of the Service Industry: * You serve other people. * You help and assist. Other people personally and people depends on you. POSTURE | Keep good posture- it becomes good appearance and indication of good health, personal pride and self confidence. Posture is the way out body stand, moving | etc. or body and visual contact which effect others people impression. Avoid the following : 1. Hands on hips. 2. Arms crossed. 3. Hands in the pockets. 4. Leaning against walls, pillars and furniture. 5. Bad posture and slouching. 6. Staring at guests. 7. Chewing on something. 8. Pointing with a finger at the guest. 9. Whispering with someone in the guest area. 10.Gossiping in the guest area. 11.Laughing loudly. 12.Sneezing, coughing or blowing noses in the guest area. TYPES AND STYLES OF SERVICE Service means, “the art of handling/serving food & drinks to the customer” . In catering operations, various types of service being offered. 1, PLATE SERVICE : Pre-plated food from the kitchen to be placed in front of the guest by the waiter/ waitress from the right hand side, clockwise. 2. SILVER SERVICE : Empty plates to be placed first from the right hand side of the guest, clockwise. Then the food is served from a dish on to the guests plate by the waiter using serving utensils ( usually service spoon & fork) from the left hand side , anti-clockwise. 3. GUERIDON SERVICE : The food is brought from the kitchen to the dining room on silver platters / dishes and placed on a side table called a Gueridon. This food is to be cooked or completed ( de-boning, slicing, garnishing etc.) at the side table in front of the guest. 4, FAMILY SERVICE : The food is placed on the table in various serving dishes and guests help themselves. Main course usually plated by the host / hostess. 5. COUNTER OR CAFETERIA SERVICE: Customer collects a tray from beginning of a service counter, moves along the counter selecting the meal, pays cash and then collect the appropriate tableware for the meal. Example- Industrial Canteen, Hostels etc. 6, SNACK BAR SERVICE : Customers are seated at the actual service counter itself to order and consume food. Some tables might be around the counter. 7. BUTLER SERVICE : Very similar to family service. Plates are placed at each cover and then the food items are presented to each guest by the waiter / butler in turn in order that they may help themselves. 8. BANQUET SERVICE: Banquet may be described as the service of food and beverage at a specific time & place, for a pre-arranged number of people to an agreed menu and price. Usually service in a room specially designed for the functions. 9. BUFFET / SELF SERVICE: The food is displayed on the buffet. table in various serving dishes along with the plates, cups & saucers silverware & napkin and guests help themselves (if no. seating arrangement i.e., in standing buffet). In seating buffet, silverware, napkin and other table accompaniments are usually laid on guests tables. CONCLUSION: Each type of service has its best applications. Gueridon service depends upon a wealthy clientele for its existence due to the heavy expense involved in additional equipment and labor. Silver service is ideal for banquets, Plate service is adaptable and flexible to meet a variety of demands. Buffet service has achieved increasing popularity in the form of brunches. SERVICE : Performing duties and tasks required by someone. Typical Features of the Service Industry: * You serve other people. * You help and assist. Other people personally and people depends on you. * You have to have a DESIRE to help and serve other people. * You do not except tips or a return favour. * You deal with people and your main tool is your MOUTH, but also your FACE and GESTURES. * Ifyou do not ACT in time services cannot be stored. * You have GUESTS. DEFINITION OF A GUEST ?, - Aguest is a person who has chosen an establishment in order to purchage goods and service and who must receive the best hospitality the establishment can offer. GUESTS: - Captive Guest: Guest have no choice. Those were bound to come to an establishment ( Industrial catering, Welfare catering, Patient, Jail) . - Non-Captive Guest : Guest have full choice of an establishment. They are free guest ( Restaurant, Hotel, Takeway, fast food). Service plus : Service plus is :- - Giving attention to details. - Anticipating guests needs. - The art of conveying a worm and caring welcome. - Giving guests a worry-free stay. ‘TELEPHONE MANNER . Cheerful smiling voice and careful pronunciation. . Make a connection immediately when a call comes in. . Give a greeting : Time of the day Policy of the company Special greeting . Do not disappear and leave your guest to talk to himself. . Do not interrupt but listen to the guest. Do not rush or sound nervous or impatient. . Be polite and friendly when making questions and giving advice. “May I know your name, please ?” “ Will you wait, Sir 7” “ Hold the line, please.” 7. Thank the guest, use polite phrases. “ Thank you, Mr. Khan” “Please” “ Pardon” “A moment, please” 8. Do not forget the guest to hang on the line, return every 30 seconds. “Thank you for waiting” 9. Take the message and deliver it, be accurate, repeat it. “ May I leave a message ?” “ May I ask him to call you back ?” 10. Inform about the phone call before connecting it, whenever possible especially, when connecting to : - Hotel -rooms / guests - VIP guests - Executive / GM/ Chairman “ You have a phone call from S. Company, will you take it. Sir 2” 11. Keep a pen, note paper, message forms always available by each phone. 12. Avoid personal calls and keeping the phone occupied for a long period. 13. Prepare guest information material for the manual of the telephone operator: - Emergency numbers - Internal telephone numbers - Long distance all telephone charges rene otet aun: TYPES AND STYLE OF MENU A menu is a list of food items or prepared dishes which are available to the guests. Originally it was used to be called in English “ Bill of Fare” but in French “Menu”. Types of Menu Basically there are two types of Menu, which are: 1. Ala Carte Menu 2. Table D’ Hote Menu Aa Carte Menu The term a la carte may be translated as “from the card”. A la carte menu may be defined by the following points : | i) It gives a full list of all the dishes that may be prepared by the establishment. ii) There are choices within each course. iii) Each dish is priced separately and it is charged to order. iv) Acertain waiting time has to be allowed for each dish as it is cooked to order. So, a la carte menu is a Menu which has various number of courses and items with individual prices. Table D’ Hote Menu ( Fixed Menu! The definition of a table d’ hote menu is covered by the following points : The menu has a fixed number of courses. There may be choice with each course. The selling price of the menu is fixed. The dishes provided will all-be ready at a set time. The set price of table d’ hote menu is charged whether or not the full menu is consumed. So, it could be determined that, a table d’ hote menu is a menu with fixed number of courses and items at a set price. COURSES IN AN A LA CARTE MENU The number of courses in an A La Carte Menu and the dishes within each courses depends on the size and class of a hotel or restaurant in a hotel or Restaurant where full food preparation and service staff are in operation, a full menu may be offered in this case, the courses or sections of the menu may be divided as follows: 1. Hors d’ oeuvre 2. Pottage 3. Oeuf 4. Poisson 5. Entrée 6. Grillades 7. Roti 8. Legumes 9. Salades 10.Buffet Froid 11.Entrements 12.Glaces 13.Canape 14.Fromage 15.Desserts - Appetizer - Soup - Eggs a Fish - Small garnished dish a Grills - Roast - Vegetable - Salads : Cold Cuts of Meat = Sweets cS Ice Cream - Savoury - Cheese S Fresh Fruits And Nuts 8. 9. CATERING SECTORS . Hotels . Restaurants . Fast Food . Take-Away . Retail Stores . Banqueting / Conference . Leisure activities Motorway service station Industrial Catering 10.Welfare Catering 11.Licensed Trade 12.Transport Catering 13.Outdoor Catering HOW TO DEAL WITH CUSTOMERS OR THE TEN COMMANDMENTS OF AN HOTEL EMPLOYEE 1. Respect your guests so they will respect you Nv - Treat them as you would treat your best friends in your own home 3. Make them comfortable and try to satisfy their desires 4. Be courteous and keep a smile on your face 5. Follow the simple rules that you have been trained to follow 6. Act with efficiency and feel happy to be a member of the team 7. Atall times check the cleanliness of the premises 8. Never use dirty equipment, utensils or linen 9. Be s good Ambassador for your country 10. Do alll the above in such a way away that guests will be happy to come back BASIC COVER | | This is a technical term often used in the catering sector. According to the context there are two different explanation. 1. Laying the table for service in the restaurant depends upon the types of a meal and types of service being offered. A cover denotes all the necessary cutlery, crockery, linen and other TABLE ACCOMPANIMENTS | Lying up on the table according to the meal & service being offered is called cover. in this conception cover is two types : Ala carte cover Table d Hote cover 2. When we ask how many guests can seat in the restaurant or how many guest will attend the lunch / dinner party we refer total number of covers instead of guests or we say this table is set Up for 3 paity of six covers. na ois eR both Table accompaniment Table accompaniment means to complete the table lay-up for sérvice either a la carte or table d hote cover with the following items : | Cruet Flower vase Table Number ‘Ashtray Table Lamp(if dinner) a soe oe ha COVER This is a technical term often used in the catering sector. According to the context there are two different explanation. 1. Laying the table for service in the restaurant depends upon the types of a meal and types of service being offered. A cover denotes all the necessary cutlery, crockery, linen and other TABLE ACCOMPANIMENTS laying up on the table according to the meal & service being offered is called cover. In this conception cover is of two types: A \a carte cover Table d Hote cover 2. When we ask how many guests can seat in the restaurant or how many guest will attend the lunch/ dinner party we refer total number of covers instead of guests or we say this table is set up for a party of six covers. je accompaniment Table accompaniment means to complete the table lay-up for service either a la carte or table d hote cover with the following items : Cruet Flower Vase Table Number Ashtray Table Lamp (if dinner) RESTAURANT EQUIPMENT The first impression of client in any establishment on entering. the dining room are of great importance customer may be gained of lost depend’ on these impressions alone. ‘the creation of atihosphere by the’ riy choice of furnishings and equipment is therefore contributing factor to the success of the restaurant. The cho of furniture and its placing, linen, tableware, small equipment and glassware will determined by consider The type of clientele expected. rae The s iH al ey 4 or location. : ' The layout of food and beverage service area. The type of service offered. The funds ayailable. eri PES Gif DIFFERENT TYPES OF RESTAURANT EQUIPMENT Furniture Tableware / Silverware Glassware . fang Chinaware Other equipment Bee The general points which must be considered when purchasing equipment for a food and beverage servieg a i are as follows : yeep Flexibility of use. Type of service to be offered. Type of customer. Design. Colour. Durability. Stackability. Cost, funds available. Availability in the future-replacement. Storage. . Rate of breakage, i.e. Chinaware. . Shape . Psychological effect on guests. . Delivery time. ~— Chairs Tables - Sideboards Trolleys Table Cloths Slip Cloths 23h | Molleton / Table felt Serviettes / Napkins Buffet Cloths Waiter’s Cloths / Service Cloths ~ Glass Cloths : - Trolley Cloths ‘ ide Board Cloths | | | | | | Tray Cloths | |= Towels GLASSWARE | Stemmed Glasses | Water Glass / Water Goblet i | Wine Gl | * White Wine Glass | i | | * Red Wine Glass = Cocktail Glass Cordial / liqueur Glass - Sherry Glass Port Glass - Brandy Glass / Brandy Sniffer - Champagne Glass * Champagne Saucer * Champagne Tulip Glass / Stemmed Beer Glass Pots - Coffee Pot - Tea Pot - Milk Pot / Creamer - Butter Pot / Butter Container cad Bowls - Sugar bowls / Sugar pot - Cereal bowl | n Salad bowls /-Salad plates “+ Preserve bow!» | : Finger bow! SILVERWARE / TABLEWARE . Tableware is a term recognized as all items of flatware, Cutlery, and hollowate. It may be analysed as eee + | 1. Flatware in the catering trade denotes all forms of spoons and forks. Cutlery this refwrs to knives.and othércutting elements. 3. Holloware consists of any items made from silver apart from flatware and cutlery, e-g.. tea pots, m pots, sugar bowls, oval flats etc. HOLLOWWARE Platter ( Oval & round) Vegetable dish ( Oval & round) Pots ( Coffee & Tea pots) Soup Tureen ~ Jug ( milk,'oream & water jugs} « Bowls ( sugar, finger and salad bowls) Ashtray TYPES OF KNIVES - Dessert knife - | | | | - Dinner knife - i F | knife - - Butter knife: hes Steak knife Cake knife Cheese knife 4 TYPES OF FORK! = Service Foti’ > oso enntnsaet oo gheimpr Porte Cocktat Fark” Dinner Fork - Snail Fork Fish Fork - Oyster Fork i |= Dessert Fork - Pastry Fork TYPES OR SPOONS ~ Service Spoon : Dinner Spoon - Dessert Spdon - - Soup Spoon Coffee Spoon Tea Spoon Demi Tasse Spoon | OTHER RESTAURANT EQUIPMENT |. Tray— Rectangular Tray 2. Round Tray / Salver Salt & Pepper Shaker / Cruet Mustard Pot & Spoon Soup Ladle auce Boat Butter Container Oil & Vinegar Cruet Flower Vase” Candle Stand Table Lamp Table Number Ice Bucket Wine Bucket / Cooler Wine Basket ruit Basket Carving Fork Carving Knife ‘Toothpicks Holder Cash Tray ‘Toast Rack Sugar Tongs Chuffing Dish Carving Board . Si dasa lw aan Reehaud Flambee Trolley Flambee Stove Carving Trolley Pastry Trolley Gueridon ete. UNSTEMMED GLAS! Highball Glass ‘Old Fashioned Glass ~~; Spirit / Straight Glass... . Ice Tea Glass a ee . Beer Glass 2” Large gfass/ t = Beer Tankard CHINAWARE Platter - Oval Platter - Round Platter | Plates "Dinner Plate Full Plate - Fish Plate - Soup Plate - Dessert Plate : Side Plate / Bread & Butter Plate (B&B) = Soup Cup - Coffee Cup ’ : Tea Cup ® - Demi —Tasse ‘ Saucers - Soup Saucer - Coffee Saucer ‘Tea Saucer - Demi - Tasse Saucer PROCEDURE FOR SERVICE OF A MEAL (SEQUENCE OF SEREVICE A LA CARTE) Greet and welcome the guest pon Lead and seat the guest eee Open the napkin ( if any) eee Pour water ( warm/chilled ) eres Present the menu (opened) He Take the order ee Repeat the order wees Place order to the kitchen/dispense bar eens Serve beverage order ( if any) res Reset cover according to food order eee Pick up orders course wise perees Serve according to sequence eee Crum down after clearing main course ee Take dessert order and transfer to kitchen ores Place dessert cover and serve the dessert fe Take the order for Tea/ Coffee eee Clear dessert and serve Tea/Coffee ee Prepare and present the bill when requested eres Thank and wish the guests when they are leaving THe Clean up the table, wipe properly and reset back the table. ae RESTAURANT BRIEFIN This should be conducted between (1) Head Waiter /Captain / Supervisors (2) Captain / Supervisors and waiter / Waitresses and Asstt. Waiter / Waitresses and Trainees. PURPOS! he (Sr aN ene Ha) A Big | idl ae tie F The purpose of a briefing session is to inform and communi Itis used to a informal ‘ion from the management to the personnel to communicate to management. It should relate to the following aspects. (1) Previous days events, wore soe oe (2) Special events'ete, for the day, patties, known VIPS'who have resefved special tequilésMalis.”! (3) Full explanation of the special menu of the day. (4) A check of the uniforms, hygiene, appearance of the personnel. (5) Assignment of duties. (6) A training ingredient/materials should be included each day, men explanation, iter. of service, techniques-lay-up ete. . (7) Communication, directions, instructions from management which refer to the staffs, service, change of policies, new additions to building, services etc. (8) Any problem relating to the staff and from the staff. conpucT “~~ To be guided and directed by the senior most person conducting the session, i.e. Head Waiter or Captain, TIME i fear “ i i i i A briefing session shoild be conducted prior to every shift and at least once per day, sometiffies it may be necessary to have session before each meal to be served. POINTS TO BE CONSIDER (1) As this communication wilf'be verbal, chodse your langdage carefully atid’ édnvey |) the various matters in a way that the staff can understand the message. (2) Choose a time of sufficient length (10-15)m. just prior to service and when you do not except interruptions. "| (3) Do not use this time to correct one person in particular‘or by riamé, ‘Use general terms and expressions. i ip diped =| ay aay (4) Ensure that all preparations for the days work have been completed. (5) I important points are raised write them down and follow-up at later sessions. (6) Ask questions from the staff and encourage them to ask question. (7) Remember this is a two-way process from Management thro’ Supervisors to staff and from staff thro’ Supervisor to Management. A briefing session is a vital link in the satisfactary management of the staff and the |. business and will, create. good workingatmasphere,and, relationship withingh A supervisor may lead his team using four styles of supervision. (1) AUTOCRATIC 4) © Supervisor'nakes'a decision!based on his knowledge and . 11 oh jude elft aridigkli8 dlaardind prdcisé orders ® (2) PERSUASIVE - Decision is made by the supervisor but he spends time Persuading others to accept the idea. (3) CONSULTATIVE OSB SEON TS MAME BY SUpervicor Bit'after consillting with W aTpdieahddpndalbeopidis V1 os Mt (4) DEMOCRATIC ~~ _ Decision made by the whole group. the situation. Fe TR BE ate a To create a successful team we should be‘aware of the needs of the staff. Physical needs . Security and protection fron Social needs for affection and group belonging . Self-esteem, self-respect, status and recognition Vewne accomplishment. 1 A supervisor will adjust his meth Is or styles to suit the circumstances and needs of | ; ai - Self-realization, for. responsibility, growth, personal |, development and feeling of JOB DESCRIPTION WAITER / CAPTAIN I. No. TASK ‘OBJECTIVES PURPOSES 1. Assist in the preparation of | To ensure that the restaurant | Smooth operation during the the restaurant and is fully prepared for service _| service. complete all work at his _| and to ensure good assigned station. teamwork among the staff. 2. Describe all dishes of the | To display good knowledge of | To increase sales volumes by menu and advise guests on | the menu make suggestions _| making suggestions and giving their selection and take the | of the dishes if required explanations. guests order. during order taking. 3. Conduct the service tothe | To ensure good service. To maintain the standards of guests in the correct order. service. 4 Remain watchful at all To make the guests more _| Ensure guests’ satisfaction and times of the guests’ comfortable by anticipating | increase turnover. requirements. their requirements. 5. Collect bills from the To ensure proper billing & | To control the revenue. Cashier and present them | payment procedure by to the guests for payment. _| presenting the correct bills in Return cash and bill to the time to the guests and avoid Cashier. errors. 6. Report guests comments To ensure appropriate actions | To ensure guest satisfaction by and complaints to the are taken and thus avoid handling the complaints supervisor. complaints in the future. properly. 7. Assist and participate in __| To make staff well informed | To ensure good service and to daily briefing sessions. regarding past, present and _| create good atmosphere in the future service situations and _| restaurant. To ensure all staff well prepared by giving them | are aware of their tasks. proper briefings. 8. Ensure that the staffs under | To train staff according to _| To ensure good service. supervision are familiar _| their needs. To develop staff skill. with all the requirements of their job. 9. Maintain a high standard of | To ensure proper hygiene and | To make the guests more personal hygiene and cleanliness and to ensure that the staff under supervision to the same. cleanliness within the area. To ensure personal achievement is applied. comfortable by creating a clean and hygienic atmosphere within the service area. HANDLING COMPLAINTS POINTS TO BE REMEMBER No matter how skilful the staff or how high the standard of restaurant is, it is inevitable, at some point that someone will complain. ‘The main concer of the waiter or waitress will be minimize the cause of the problem and restore the confidence of guests. Complaints must always be considered in a positive way. Every complaint is actually a powerful opportunity to win a guest for life. Dealing with complaints in an efficient, courteous and caring manner will assure the customer of your professional integrity and enhance the image of the restaurant. A customer who is sure he/she has received fair treatment in the matter of a complaint will return. A dissatisfied customer will not return and is sure to tell others of his bad experience thus losing you another ten potential clients. “ One satisfied customer could bring one new customer but one dissatisfied customer could spoil another 10 potential customers.” BANQUETING ADVANTAGES / IMPORTANCE menu, limited wastage. . Bulk - buying which should allow reasonable reduction. . Staff / Guest ratio favorable. |. Pre- known income. ie Si bee . Pre-arranged time (extra staff). * h © . . Large amount of cash turnover which should result in profit. . Easy to serve. . Easy to control. . Pre-set guaranteed number of guests thus allowing pre-set purchasing , pre-set 10. 11. 12. 13. BANQUET ORGANISATION First Enquiry Tentative Booking Invitation to visit Replying Regret with thanks Meeting / Interview Confirmation Communication Planning Staffing & Setting Rehearsal Service Billing Control Letter of Thanks « government has made the law eff Give from | July 1991. A cell named Bangladesh Hotel and Restaurant Regi sification Cell under the Ministry of Civil Aviation and Tourism has already started functioning from the | |, Aone Stor Hotel shall have : (2) 10 bedrooms, 20% of which shall be with attached sanitary baths:\

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