Restaurant SOP Apep Zuhdi

Oriental Hospitality Consultants – OrientalHospitality.
com
STANDARD OPERATING PROCEDURES
FOOD & BEVERAGE - RESTAURANT
1. Service Experience
1. 01 Company Introduction & Mission Statement
1. 02 Benefits Of Training
1. 03 Objectives Of Standards
1. 04 F&B Ethics
1. 05 Achievement Reviews
1. 06 Personal Hygiene
1. 07 Grooming
1. 08 Prevention Of Accidents – First Aid
1. 09 Germs In The Kitchen – Restaurant
1. 10 Do’s & Don’ts
1. 11 Scheduling Staff
1. 12 Safety Regulations
1. 13 Staff Behaviour
1. 14 Staff Responsibilities
2. Beverage Basics
2. 01 Tea
2. 02 Coffee
2. 03 Method Champenoise
2. 04 Alcohol Contend In Wine
2. 05 The White Grapes
2. 06 The Red Grapes
2. 07 Tasting Wine
2. 08 Decanting Wine
2. 09 The Temperature For Serving Wine
2. 10 The Ten Basic Wine Styles – White
2. 11 The Ten Basic Wine Styles – Red
3. Beverage Service
3. 01 Restaurant
3. 02 Bar
3. 03 Kinds Of Beverage Service
3. 04 Alcoholic Beverage Service
3. 05 Aperitifs
3. 06 Beer
3. 07 Cocktails
3. 08 Liqueurs
3. 09 Port & Sherry
3. 10 White – Rose Wine
Oriental Hospitality Consultants – OrientalHospitality.com
3. 11 Red Wine
3. 12 Champagne
3. 13 Soft Drinks
3. 14 Serving Fresh/Canned Juice
3. 15 Iced Tea, Iced Coffee
3. 16 Flambé’ Coffee
3. 17 Coffee
3. 18 Tea
4. Food Knowledge
4. 01 Basic Food Preparation

4. 02 Dairy Products
4. 03 Cocoa-Chocolate
4. 04 Food & Alcoholic Beverage
4. 05 Fruit
4. 06 Ice Cream
4. 07 Italian Cheese
4. 08 Pasta, Dumplings, Rice
4. 09 Pizza
4. 10 Fish & Seafood
4. 11 Oysters, Snails, Clams
4. 12 Lobster
4. 13 Sushi
4. 14 Caviar
4. 15 Meat, Poultry, Game
4. 16 Kitchen Sections
5. Guest Experience
5. 01 First Impression
5. 02 Greeting, Welcome & Seating
5. 03 General Service Rules
5. 04 Service Sequence
5. 05 Taking Restaurant Reservation
5. 06 Order Taking
5. 07 Taking The Order – Room Service
5. 08 Taking Down The Order
5. 09 Order Delivery – Room Service
5. 10 Menu Presentation
5. 11 Bread And Butter Service
5. 12 Service Of Food
5. 13 Adjusting Covers
5. 14 Follow Up
5. 15 Complaint Handling
5. 16 Billing & Payment
5. 17 Check Sequence
5. 18 Clearing Table & Check
5. 19 Placing Of Tooth Picks
5. 20 Cigar Service
5. 21 Cigarette Service
5. 22 Breakfast
5. 23 Behaving During Service
5. 24 Checking On Service
5. 25 Telephone Etiquette
5. 26 Restaurant Booked Out
5. 27 Cancellations And Bookings
5. 28 Clearing And Re-Setting The Table
5. 29 The Fine Art Of Observation
5. 30 Farewell And Departure
5. 31 Restaurant Clearing
6. Restaurant Operation
6. 01 Research Market Trends

6. 02 Opening Procedures
6. 03 The 6 Principles Of Guest service
6. 04 Accessibility & Location
6. 05 Outlet Set Up
6. 06 Mise En Place
6. 07 Back Area Duties
6, 08 Guest History Cardex
6. 09 Guest Supply Linen
6. 10 Replenish Linen
6. 11 Handle Routine Cleaning Tasks
6. 12 The Pantry
6. 13 Handle Store Requisitions
6. 14 Inventory Control
6. 15 Repair Order
6. 16 Trolley And Tray Collection
6. 17 Log Book
6. 18 K.O.T. Captain’s Order
6. 19 A’La Carte Room Service
6. 20 Door Knob
6. 21 Buffet, Promotions
6. 22 Buffet Service
6. 23 Banquet & Catering
6. 24 Banquet Cocktails - Menus
6. 25 Budget, Forecast
6. 26 Daily Outlet Briefing
6. 27 Briefing Guide
6. 28 F&B Meeting
6. 29 Closing Procedures
6. 30 Distribute Incentives – Tips
6. 31 First Aid Box
6. 32 Station Set-Up
6. 33 Station Set-Up Details
6. 34 Duties Of Pool Boy
6. 35 Menu Planning & Types
6. 36 Handling Operating Equipment
6. 37 Point Of Sales System
7. Service Skills & Attitude
7. 01 Up-selling
7. 02 Cost Reducing Methods
7. 03 Discipline
7. 04 Team Briefing
7. 05 Training Your Team
7. 06 Tip Distribution
7. 07 Staff Scheduling
7. 08 Performance Appraisal
7. 09 Assignment Of Duties
7. 10 Staff Attendance
7. 11 Ability To Overcome Resistance
7. 12 Check Point For Supervisor
7. 13 Willingness To Serve
7. 14 Capacity To Take Orders From Seniors
7. 15 Cheerful Attitude Towards Work & People
7. 16 Cordial Interaction With All
7. 17 Pride In Work
7. 18 Tact And Initiative
7. 19 Representative Of A Organisation
7. 20 Honesty
Page 1 of 1
STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 1.1

DEPARTMENT : Restaurant TASK: Company Introduction & Mission Statement
JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED:
WHAT TO DO HOW TO DO IT WHY
To understand about To guarantee the best

company service
History, policies and Possible for all guests at
procedures. all
Times.
To understand and know

the mission statement by
hard. To build a sufficient and
well
Motivated team which is
able to give the best.
PREPARED BY: APPROVED BY: Stefan Schmid
Position: Signature: Position: Signature:

Director of
Date: Food & Beverage Date:
Page 1 of 1

FOOD & BEVERAGE TASK #: 1. 02
DEPARTMENT : Restaurant TASK: Benefits of training
Understanding the Employee: Prevents disorganization

basics of Improves self-confidence To incorporate standards
Training, get overall Increases motivation levels To inforce Holiday Inn‟s
picture Prepares for promotion Principles.
Of the training process Reduces tension and stress To encourage teamwork
and
Reasons. Commitment of all staff
Professional growth
Participation of all staff
Follow up on all subjects
Learning by doing it
Repeating the tasks
Exercise the learnt tasks
Guests: Provides high quality

Follow up on the guests needs product
Show politeness Insures a proper service
The guest is always right Raises their level of
satisfaction
Supervisor: They get their money
Can take more responsibility worth
Builds a strong team
Decreases absenteeism
Builds trust
Promotes good relationship
Hotel:
Increases productivity
Reduces cost
Decreases safety hazard
Creates a better image
Builds repeat business
Attracts potential employees
Increases efficiency.

Restaurant Manager Director of
Date: 23.03.05 Food & Beverage Date: 23.03.05
Page 1 of 1

DEPARTMENT : Restaurant TASK: Objectives of standards
To understand and learn . Definition: Standards To ensure:

the Something set up and established as a rule or Consistency
Basics of rules and hotel Model for the measure of quality or value. Quality control
Business standards. Management tool
The guest comes first Training tool
To clarify standards in the
Everyday operation. For every 100 guest who
Consider guest expectations. complain, 26 others are
To understand action silent.
plans. We hear only from 1 out of
Do things right the first time!!!! 27.
To establish consistently
The best service possible. Those who complain, 91%
Recognize the needs of the guest. will
To control and manage our Never return if nothing is
Capital and human done.
resources Communicate our vision.
Every customer who has a
Complaint will tell 8-16
Keep up communication between your others.
82% – 95% of complaining

Supervisor and subordinates. customers will return, if
something is done to
resolve it.
Follow rules and regulations of HI at all times.
It costs 5 times more to
attract
Remember to be the best and not part of the rest! A new customer than to
keep
An existing one.
Train and exercise your tasks and ask for
Help if necessary to improve at all times.
PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid
Position Signature: Position: Signature:

Page 1 of 1

DEPARTMENT : Restaurant TASK: F&B Ethics
To understand basic - Ability to work together and adjust F&B ethics are part of
rules the
And regulations of the - Tolerance for the guest and fellow colleague Philosophy and are
F&B department. necessary
- To be objective and improve knowledge To built teamwork, trust,
Success and proper
- Flexibility and creativity working
Environment in the F&B
- Intuition Department.
- Training effort and exercise
- Honesty and understanding
- Teamwork and positive experience at work
- No wastage of food or beverage ingredients.
- Respect of all living creatures
- Careful handling of all equipment, utensils

And natural resources
- To use preferable local products and

seasonal ingredients.
- Healthy and tasty food & beverage for everybody
- Sort all wastage and return for recycling

where ever possible.

Director of
Restaurant Manager Date: 23.03.05 Food & Beverage Date: 23.03.05
Page 1 of 1

DEPARTMENT : Restaurant TASK: Achievement Reviews
Prepare Achievement  Fill in Achievement Review report with the following All achievement reviews
Review form details: must be completed by the
target date. In all cases,
a. Staff name all information from the
b. Job title interview must be kept in
c. Department the utmost confidence.
d. Starting date

e. Date of last evaluation
Fill in the job tasks
Interview staff  Meet with the staff to ensure their performance is Friendly and approachable
based on the job tasks

Fair and tactful
Evaluate, explain and discuss the performance,
strengths, and areas for improvement Good judgment
 Tick the appropriate rating level

Clear and complete details
 Set a target date for improvement, if necessary
As per training procedure
 Ask for the employee‟s comments and fill in the
appropriate column.
 Request staff for signature
Send the form to the F&B  Send the completed form to the F&B Manager for Timely
Manager signature

Complete
Send he original to the Personnel Office and copy to
the Training Department. One copy is kept by the Legible
Outlet Manager for reference and one copy to be given
to the staff member

Director of
Page 1 of 1

DEPARTMENT : Restaurant TASK: Personal Hygiene
Learning the basics Most important is washing your hands Health is the most
about whenever Necessary. important for all human
Professional and beings. There is no
personal Make sure to follow the basics: substitute!!
Hygiene. The professional hygiene
- Wash your hands: is there to protect
- Before starting work Health and well being of
- After each work interruption every individual.
- After cleaning your nose
- After each use of the toilet Thumb rule No: 1 is :
- After cleaning and washing equipment & utensils Absolute cleanliness
- After touching & working with plants, flowers with yourself,
- After cleaning procedures ingredients,
- After touching of money, wastage, dirty utensils. Utensils, machinery,
space and interior.
Follow the rules:
Bad Hygiene can result
- Cover all injuries & infections with bandage into severe infections and
- Wear sanitary cloves if necessary Serious sickness.
- Never cough or sneeze on food
- People with diarrhea have to consult the doctor.
- No smoking in the kitchen or restaurant
- Have a short hair cut and wear a hat.
- Wash your hair on daily basis.
- Do not pick your nose.
- Take a daily shower.
- Wear clean uniform at all times.
- Wear clean and proper shoes.

Director of
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DEPARTMENT : Restaurant TASK: Grooming
Grooming and personal UNIFORMS Positive professional

appearance image is projected in front
Standard uniforms to be worn without stains or tears, of the guest
fitting well,
Buttons not missing,
No over filled pockets,
No rolled up sleeves,
Well pressed,
With name badge
Change uniform daily or when necessary
BODY POSTURE
Bathe daily
Brush teeth daily and after every meal
Up right posture,
Walk straight
Stand straight when standing in one place
Project a positive appearance
Be attentive to guest requirements
Only very light perfume is permitted
FINGER NAILS
Short and manicured,

Clean fingernails
No nail polish

Director of
Page 1 of 1

DEPARTMENT : Restaurant TASK: Prevention of Accidents – First Aid
To learn about Accident Prevention: Burns, Cuts, Rule number 1:

prevention of
Accidents and first aid - Keep tools & machinery in perfect condition Prevention is better than
at work. - Make sure you know location of first aid box fixing!!
- No smoking in the kitchen!!!!!
How to keep a personal - Know the emergency procedures. Restaurant/Bar book:
menu - Get to know fire distinguisher methods. - The menu book is
Book. - Remove grease from ovens and air condition your personal
- Clean air filters on regular basis. collection
- Know the emergency exits Of recipes, working
- Mark hot cooking utensils & tell your mate. procedures, menus
- Do not carry heavy equipment on your own. And kitchen basics.
- Wear proper and closed shoes. - The book has to be
- Never touch electric appliances with wet hand. kept clean and in
- Never pour liquid into hot fat. proper
- Never keep knifes in sink condition at all times.
- Hand knife over the right way. - It is your investment
- Never use knifes for opening tins and cans. for
- Turn off machinery before cleaning. a good foundation
- Remove glass from sink after water drains and future career.
- Never catch a falling knife
- Clean slippery floors at once.
First Aid:
- First think – than act

- Stay cool and talk to the injured person
- Use your common sense
- Clean small wounds with disinfection liquid
- Big wounds to be treated by doctor immediate
- Wounds without blood are dangerous
- Small burns can be treated with cold & ice
water right away
- Big burns to be treated by doctor at once
- With big cuts, keep arm upright.
- Call your supervisor or in-house doctor at
once for serious accident

Director of
Page 1 of 1

DEPARTMENT : Restaurant TASK: Germs In The Kitchen / Restaurant
To understand the The major reasons for infections are as follows: To prevent these
importance of infections
cleanliness and - Dirty fingernails, hands, watches, rings and other Rules and regulations for
Hygiene in the daily jewelry. Professional hygiene has
kitchen & restaurant to be
Operation. - Coughing, sneezing, nose peeling and food Followed up at all times.
Testing with dirty fingers.
- Dirty tools and utensils, dirty machinery &

cleaning utensils.
- Cockroaches, flies, mice, rats and beetles.

Which are transmitting infections.
- To long storage of ingredients in heat.
- Wrong defrosting of food
- Spoiled ingredients such as seafood, mushrooms,

meat and
Protein
- Open wounds and infected body parts

Director of
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DEPARTMENT : Restaurant TASK: Do’s and Don’ts
To learn and understand 1. Say Hello – Establish eye contact, smile and To guarantee the best
basic procedures, rules and Greet everybody you see and meet. service
Regulations in service Possible for all guests at
with 2. Use Names – Call guests and teammates by all
Guests and relationship their names at every opportunity.
Times.
with
Fellow team colleagues 3. Show Your Appreciation – Thank guests for
their patronage.
4. Guide The Way – When a guest asks for To build a sufficient and
direction, always show the way. well
Motivated team which is
5. Do Not Complain – Never tell a guest that able to give the best.
you are tired, working long hours or want to
go home.
6. Keep It Clean – Always pick up any debris.
7. Give A Hand – Offer to help the guest in

Any situation you can, and when he asks for
It.
8. Follow Up – Follow up on anything you do

for a guest by contacting them personally.
9. Listen Then Act – Listen carefully to the

guest and never contradict or interrupt.
10. Good Grooming Habits - At all times and

proper appearance and manner.
11. Equal Treatment For All – Never discriminate

against any people, regardless of nationality,
race, religion, color, sex or appearance.
12. At Your Service – Most importantly,

remember that no task is too difficult
to follow up on and every guest is a VIP.

Director of
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DEPARTMENT : Restaurant TASK: Scheduling Staff
Produce a vacation plan  Schedule departmental holidays taking requests into Sufficient manpower must
consideration, only after blocking periods when the always be available to run
department is busiest. the operation smoothly

and efficiently
The busiest period must be fully staffed i.e. peak
seasons, public holidays and special events
 Ensure an even spread of holidays for every level/type

of staff throughout the year, to avoid any potential
staffing crisis
Incorporate vacation plan  Produce roster in conjunction with vacation plan

with roster

Daily/weekly schedule  Schedule staff on a daily basis according to occupancy
levels.
 Schedule staff according to room service peak times

(ie breakfast)

Director of
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DEPARTMENT : Restaurant TASK: Safety Regulations
The following rules 1. Show caution in special work areas; observe restrictions on
and regulations are entry and use protective equipment.
essential to the
safety of the 2. Use handrails on stairs.
individual employee
and to the safe 3. Never carry so much that you obscure your vision.
operation of the
property. 4. Limit stacks of dishes on carts to a height that will not topple if
you make a sudden stop.
They are of major
importance; read 5. When carrying a tray, place the heavy load toward the body.
them attentively and
follow them in every 6. Use care in handling dishes.
detail.
7. Do not use glasses as ice scoops.
8. Keep all knives in proper storage when not in use.
9. Use kitchen rags when transporting hot food.
10. Don‟t spill oil or water on the floor.
11. Close gas faucet after using the range.
12. Don‟t throw water on electric outlet.
13. In case of fire, call the engineering department, the front of

office and proceed to fight the fire with appropriate fire
extinguisher and fire blanket.

Page 2 of 2

DEPARTMENT : Restaurant TASK: Safety Regulations
14. Walk, do not run. The few minutes saved by rushing

could result in an injury to yourself or another
employee.
15. Do not engage in horseplay.
16. Report all accidents and injuries to your supervisor

immediately.
17. Report faulty equipment immediately; don't leave it for

someone else to report.
18. Inspect equipment before you use it; never use a

machine that needs repair.
19. Do not operate equipment tagged " out of order "
20. Unplug electrical equipment before cleaning it.
21. Use all safety guards on equipment; don't bypass them.
22. Use the proper equipment for the job.
23. Be alert to the task you are performing.
24. Be sure you know how to do a job; if in doubt, ASK.
25. Look where you are going, not where you have been.
26. Turn on the lights before entering a dark room.
27. Open all doors with caution.
28. Keep all desks and file drawers closed.
29. Maintain good housekeeping in all areas.

Page 1 of 1
DEPARTMENT : Kitchen TASK: Staff Behavior
JOB TITLE: All Kitchen Staff EQUIPMENT NEEDED:
How to satisfy - behaviorally What the guest

expect:
 Adhere to training and company guidelines.  Kitchen Personnel

Are knowledgeable
Of their duties
And responsibilities.
How to satisfy – operationally
 To maintain good personal hygiene practices.
 Attend food hygiene training.
 Follow company guidelines and best practice.
 Staff should wear the correct uniform at all times.
 Hotel should provide and launder uniforms suitable to the

tasks being carried out.
 The hotel should provide ample hand washing facilities for all
food handling staff.
 All staff should attend food hygiene training as outlined in the

Food & Safety procedures
 Staff should be regularly tested on their work and hygiene

knowledge.

Director of
Page 1 of 1

DEPARTMENT : Restaurant TASK: Behavior During Service
WHAT TO HOW TO DO IT WHY
DO
1. Provide help when called even in another section To guarantee

the best
2. Never stand in group service
Possible for
3. It is prohibited to speak loudly / argument in front of the guest all guests at
all times.
4. Never put hands in pockets / on hips / cross arms
5. No picking noise, rubbing eyes, scratching or any other similar gesture to
any part of your face / body in front of the guest
6. When Napkin / silverware / chopstick is dropped on the floor, supply a
new one to guest
7. No chipped glass / chinaware should be used
8. To avoid wrong order, repeat the order to guest
9. Be sure to remove all plates when guest have finished

10. To maintain a pleasant and helpful attitude towards guest "smile”.
11. Remember the guest is always right
12. Under no circumstances should the guest hear argument
13. Always give a friendly good bye
14. Do not speak our mother language to your staff in front of the European
guest
15. Whenever, one or more foreign guests on a table of local guests, always
speak English
16. Do not point the finger at any guest
17. Do not lean against any objects such as: Table /chair / service station in
the public areas

Director of
Page 1 of 10


DEPARTMENT : Restaurant TASK: Tea
To get familiar about tea, How exactly tea came to china, nobody knows Tea is besides coffee the
its Exactly, apparently an Indian gentleman brought most drunk beverage
Source and usage in the It to China and cultivated it at his destination around the world.
Food & Beverage Point. It took 3500 years until tea got spread to
operation Other continents. 800 A.D tea bushes came to It is used for soups,
Japan. The Dutch brought the drink to Europe Sauces, smoking of food,
At the beginning of the 17th century. And in the pastry for cakes,
Cremes and ice cream.
Special soil is not necessary, but the climate.
The best tea bushes are located 2000 meter above
Sea level. On mountain sides which are covered in clouds.
Lot of change between sunshine and
Clouds are perfect, which is good for air moisture
And prolongs the growing process.
Fruit and herb teas becoming more and more

Popular, like mint, chamomile, rose hip, ginseng,
Apple, mixed herb etc.
Keemun:
Black tea from China, good with food
Scented Orange Pekoe:

Finest grade of Indian tea, rarely used in blends.
Lapsang Souchong:
Black Chinese tea, rich smoky taste, needs slow
Brewing, best without lemon or milk.
Jasmine:
Green tea from China, scented with dried jasmine
Blossoms, never with milk.
Hibiscus
Made from hibiscus flowers, brew is red, tart
And fruity, it has no tannin.

Director of
Page 2 of 10


HOW TO DO IT
Agronomy
Tea is obtained from the leaves of the plant 'Camelia Sinesis' or 'Thea Sinesis' which flourishes on the countries
with heavy rainfall. The plant is an evergreen tropical bush with stiff shiny and pointed green leaves. The plant
is ready to yield leaves after about 3 years of growth. The plant may yield for 25 to 50 years depending on the
growing conditions.
First the tea plant is grown in nurseries either from the seeds the shoot or the leaf itself. It is then planted in rows
in rich fertile soil. The shrubs are kept down to a convenient height for plucking by constant pruning; this is
known as table top. Leaves are hand plucked from new shoots and about 6000 leaves make about a pound of tea.
One bush is capable of providing several grades of tea at the same time although in most cases only the bud and
the first two leaves of the plant are picked providing the finest tea. When more leaves are plucked it is known as
coarse plucking.
Constitution:
The important constituents that affect the quality of the brew are; caffeine for it's stimulating effect, tannins and
related compounds that affect the body and colour, and essential oils that provide flavour. Tea contains 1.5% to
3.0% of caffeine, and tannins in the form of poly phenolic compounds. Tea also contains minute quantities of
vitamin B (Riboflavin).The high intake of water along with tea increases the nutritional intake of tea.
Processing &Harvesting;
During harvesting the leaves are piled over each other which causes dampness that causes bacterial reaction.
This bacterial reaction destroys part of the tannic acid present and also reduces the starch and sugar content to a
negligible amount.
After this first step leaves are processed in different ways to produce various qualities of tea from the same leaf.
The three major classes of tea would include;

(a) Black tea:
The processing would include the following steps,

-Plucking of leaves, wherein only the bud and the first two leaves are plucked for the finest quality. Lower
qualities might be made out of the other leaves.
-Withering the leaves to soften them and to partially dry them .
-Passing of the withered leaves under rollers to rupture the cell walls and release the enzymes and juices which
encourages the absorption of oxygen.
-Fermenting the rolled leaves by exposing them to the air at about 27o C for a period of 4 to 5 hrs.
-Drying the fermented leaves in ovens at about 93o C which inactivates the enzymes and reduces leaf moisture to
about 4%. This drying step is known as firing. The fermentation process in case of black tea produces a varnish
that coats the leaf.
-Caramelized sugars are then added to the leaf to give color aroma and other characteristic flavours.
-The leaves are then sifted to give "small/broken leaf" or "leaf" grades.

Page 3 of 10

1.1 The Kinds of Japanese Teas

Green Teas which are stopped fermentation by steaming.
1.1.1.1 SENCHA
The most popular type of Green Teas. About 85% of

Japanese teas are SENCHA. In both quality and price
SENCHA has a wide variety.
High quality one is served only on special occasions. But
average qualities are for everyday use.
1.1.1.2 GYOKURO
This is the vest Japanese Tea. It is a precious tea and it is

served as a treat to visitors. GYOKURO means "the dew of
jewels".
GYOKURO has a stronger flavour and aroma with less
bitterness than SENCHA. This is because when the buds are
about to come out, the teas bushes are shaded.

Page 4 of 10

1.1.1.3 MACCHA
This tea is known for using in the TEA
CEREMONY.
This is a type of tea ground to a fine powder. To make MACCHA
tea is mixed in hot water with bamboo whisk.
BANCHA
This is understood as a lowest grade of TEA.

But some BANCHA is very nice as a
different meaning. It has a very simple taste,
so it is pleased to drink after meals or to
drink when thirsty.
1.1.1.4
HOUJICHA
This is a roasted BANCHA.

It has a brown colour and unique toasted
flavour, and light golden beer colour when
steeped. It is also pleased to drink after meals
or when thirsty. The way to serve
HOUJICHA is same as BANCHA.
1.1.1.5

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1.1.1.5 HOUJICHA
This is a roasted BANCHA
It has a brown colour and unique toasted flavour, and light

golden beer colour when steeped.
It is also pleased to drink after meals or when thirsty.
The way to serve HOUJICHA is
same as BANCHA.
1.1.1.6 MECHA
It is tea buds selected while

refining SENCHA or GYOKURO.
It has strong flavour and taste. It is
better than coffee when standing
sleepy
1.1.1.7 KUKICHA
It is tea stems also selected while refining. It taste light and
has fresh flavour. It is also for
everyday use.
GENMAICHA
It is a mixture of BANCHA and popped GENMAI (hulled
rice kernels). It makes a light brown tea with a savoury
flavour. It is also everyday use

Page 6 of 10

HOW TO DO IT
. Oolong tea:
The procedure of preparation of oolong tea is similar to that of black tea till the fermentation stage. Oolong tea is
partially fermented and produced generally in China. Fermentation is checked soon after it has begun to develop,
after which the tea is alternately rolled and fired. It is then sent to a factory where it is once again fired before it
is packed. Unlike other teas only one grade of Oolong tea is made which is considered to be of a very high
quality. The colour is copper black with a mild flavour between black and green tea.
Green tea:
Here the leaves left to wither as soon as plucked until no moisture is left. The whole leaves are then steamed and
rolled, resulting in green grey balls. By processing whole the leaves are able to retain their enzymes that prevent
them from losing their flavour. The result is a pale yellow green tea with a distinct unusual flavour. The name
gunpowder green was given by the British colonists in China who named it for it's likeness in color and form to
that of lead ball shot.
Classification and grading of tea:
Green Oolong Black Mate(hollybush)
Gunpowdergreen Formosa oolong peach blossom Taiwan oolong(fruity flavour)
Whole leaf Brokenleaf Instant

broken leaf Fannings Dust
Flowery orange pekoe Orange pekoe Pekoe
Size and appearance are the main criteria. The two main grades are; whole leaf and broken leaf which are
 The terms Pekoe and flowery pekoe describe teas containing only the finest tea buds
generally used for black teas and are further sub divided.
 Orange Pekoe consists of the leaves directly under the bud. By Pekoe we understand the leaves that have
 Sauchong first comes from the third leaf below the leaf bud.It comes from the third leaf when it is long and
come from the second or third leaves below the bud.
 Sauchong are other large leaves.

coarse.
So we see that Orange pekoe is not really a grade, but rather a type of leaf.
GRADES OF BLACK TEA

There are more than 3,000 varieties of tea. They take their names from the districts in which they grow.
Leaf Grades
After the broken grades have been sifted out, what remains are the large leaves. In brewing, flavor and color
come out of leaf grades more slowly than out of broken grades. Leaf grades are popular in continental Europe
and in South America. There are three kinds:
Orange pekoe has long, thin, wiry leaves that sometimes contain bud leaf. They make a light- or pale-colored
liquid. Orange pekoe is simply a size; the term does not indicate flavor or quality.
PREPARED BY Boonchong Sritawee APPROVED BY: : Stefan Schmid

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HOW TO DO IT
Pekoe has shorter leaves than orange pekoe, and they are not as wiry. The liquid generally has more color.
Souchong has round leaves that make a pale liquid.
Broken Grades
The smaller, broken leaves of the broken grades make up about 80 percent of the total crop. They make a darker,
stronger tea than leaf grades and are the only kind used in tea bags.
Broken orange pekoe is much smaller than the leaf grades. It usually contains bud leaf, the mainstay of a blend.
Broken pekoe is slightly larger than broken orange pekoe with somewhat less color. It is useful as filler in a
blend.
Fannings :
Is much smaller than broken pekoe Souchong. Its main virtues are quick brewing and good color.
Dust is the smallest grade, useful for a quick-brewing, strong cup of tea. It is only used in blends of similar-size
leaf, generally for catering purposes.
GREEN TEA AND OOLONG

These teas are not graded into leaf sizes.
Oolong, a Chinese word meaning "black dragon," is a partly fermented, greenish-brown tea.
Hyson is a green tea with leaves rolled or twisted lengthwise. The early crop is young hyson.
Gunpowder is a green tea with leaves rolled into small round pellets.
Some common terms used while grading teas.

Tippy: Tip of tea leaves intact.
Golden: indicates golden brown tips.
Flowery: A particularly flowery aroma.
Orange Pekoe: Particularly tender leaves.
Leaf tea:
Special fine tippy golden flowery orange pekoe.
Fine tippy golden flowery orange pekoe.
Tippy golden flowery orange pekoe.
Golden flowery orange pekoe.
Flowery orange pekoe.
Orange pekoe.
Broken tea:
Broken pekoe sauchong.
Tippy golden flowery broken orange pekoe.
Golden flowery broken orange pekoe.
Flowery broken orange pekoe.
Broken orange pekoe.
Fannings broken orange pekoe.(not a fanning)

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HOW TO DO IT
Fanning:
Broken orange pekoe fanning.
Tippy golden flowery orange fanning.
Golden flowery orange fanning.
Flowery orange fanning.
Orange fanning.
Pekoe fanning.
Teas can also be classified region wise.

Chinese teas:
Chinese green tea:
Most familiar as the tea served in Chinese restaurants. These are all mild and have a pleasant fruity flavour.Eg:
Gunpowder green.
Chinese oolong tea:
In general they are stronger than green teas but milder than black teas. Eg: Keemun: a delicate and aromatic tea
from north China low in tannins with a deep rich flavour.
Lapsang Sauchang: A large leaf tea that is rich and full bodied. This has a very distinctive but tarry smoky
flavour.
Yunnan western: A tea containing high proportion of the youngest leaves, this has a sweet taste & a light golden
color.
Indian teas:
All teas produced in India are usually black teas.
Assam:
One of the classic Indian teas is grown in the Brahmaputra valley in North-East India.The taste is strong and
malty. The best of Assam tea contain the tips(buds) and is known as "Tippy Assam".
Darjeeling tea:
Noted for it's distinctive delicate flavour. The small broken leaf produces a light golden drink with a subtle
flavour. Bushes from the foot of the Himalayas produce tea with a muscatel flavour of grapes. The most
important variety is Darjeeling broken orange pekoe, which is sometimes called the "champagne of tea".
Ceylon teas:
Tea produced in SriLanka are all black teas.
Dimbula:
Grown at altitudes of 2km above sea level. Like most Ceylon tea it has rich color and flavour. Orange pekoe and
broken orange pekoe are the usual tea grades.
Kandy:
It has a full bodied quality and strength appealing to those who especially like a robust brew

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HOW TO DO IT
Japanese tea:
These are quite different from Chinese teas:

Sencha:
These Long green leaves make a bright, light easy to drink tea, that is good for drinking.
Sencha Brancha:
Combination of tea and rice that results in a nutty flavour.
Flavoured teas;
In addition to various types of teas, there is also a wide range of flavoured teas, flavoured with essences, oils,
fruits, etc.
The Chinese pioneered the flavouring of tea. The flowers are dried with the tea so that the delicate flavour
permeates through. Fruit and flower teas are best appreciated on their own, without milk, lemon and sometimes
even sugar.
Jasmine tea:
Traditionally served in dim-sum dishes. This is a classic Chinese tea. It is a green tea, exotically scented with the
addition of real jasmine flowers.
Rose pauchang tea:
Made by interspersing flower petals with tea leaves during drying. Makes a pale soothing tea. Rose Conyon is
another rose scented tea.
Crysanthemum:
Medium strength black China tea, blended with Crysanthemum leaves.
Orchid tea:
This is obtained by blending a semi-fermented Oolong tea with crushed Orchid flowers. It is considered to be the
tea of connoisseurs.
Lychee tea:
It is blended by the husks of the lychee fruit.
Yerba Mate and Other "Teas"
Almost any hot drink that is not coffee or chocolate may be called tea nowadays. The leaves of several other
kinds of plants are used to brew drinks. Yerba mate, or Paraguay tea, is made from the leaves of a species of
holly found in Brazil and Paraguay. The Indians of North Carolina prepared a tea called yaupon from the leaves
of another hollylike tree or shrub. In Peru and Bolivia there is a tea made from the dried leaves of the cacao tree.
Trinidad tea is made from the leaves of the pimento, or allspice, tree.
On the American frontier every family was familiar with sassafras tea. It was made from the aromatic roots and
bark of the sassafras tree. There is today a great variety of herbal teas made from a number of different plants.
Some of them are considered to be healthful, with perhaps medicinal effects

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HOW TO DO IT
Blending of teas:
Teas are blended by mixing the leaves in a machine consisting of a revolving drum fitted with veins. Satisfactory
blending requires about 16 revolutions. The drums are half-filled with leaves, ranging in weight from 300 pounds
(136 kilograms) to 5,000 pounds (2,265 kilograms), depending on the size of the machine.
Teas are blended by mixing the leaves in a machine consisting of a revolving drum fitted with veins.
Satisfactory blending requires about 16 revolutions. The drums are half-filled with leaves, ranging in weight
from 300 pounds (136 kilograms) to 5,000 pounds (2,265 kilograms), depending on the size of the machine.
Tea Innovations
At the fair was the young Englishman Richard Blechynden, who represented the tea interests of India and Ceylon
(now Sri Lanka). It was his job to popularize tea drinking in the United States. The weather that summer turned
quite hot, and Blechynden watched as people passed by his booth to others that were serving cold drinks. In
desperation he filled tall glasses with ice and poured hot tea over it. Iced tea was an immediate success.
The invention of tea bags happened at about the same time. Thomas Sullivan of New York City owned a tea and
coffee business. In sending samples of tea to customers, he decided it would be cheaper to sew the tea inside
small cloth bags instead of sealing it in tins. To his surprise, orders for the tea bags poured in. In the United
States tea bags are now made of a special filter paper, and the manufacturing and packing of them has become an
industry in itself.
Instant, or powdered, tea has become common on grocery shelves along with bulk and bag teas. Green tea
powders and soluble tea extracts have been used in Japan for many years. Instant teas offer greater convenience
than ordinary leaf tea; they are easy to prepare and leave no leaf sediment. Instant tea powder may be produced
by evaporating already prepared tea until a dry powder remains. Another method evaporates tea directly from a
fermented leaf at a low temperature.
Instant tea:
The manufacture of instant tea is in several ways like that of instant coffee. However the state of technology is
not as advanced as in the state of coffee. Instant tea processing begins with the extraction of the selected tea
blend. Generally black tea type is used, one chosen for reddish color relative freedom from haze and strong
flavour when brewed.
About ten parts of water are combined with one part of tea leaves by weight in extractors and extraction is carried
out between 60oC and 100oC for about ten minutes. The final extract contains about 4% solids which accounts for
about 85% of the soluble solids in the leaves.
This dilute extract is concentrated for more efficient dehydration; just before concentration, aromatics are
distilled from the extract with specially designed flavour recovery equipment. The dramatized extract is then
concentrated in low temperature evaporators to between 25% to 55% solids for subsequent drying. Instant tea is
primarily dried in spray driers and low temperature vacuum driers. Freeze dried tea offers more advantages.

Page 1 of 1

DEPARTMENT : Restaurant TASK: Coffee
To understand and learn The origin of coffee is the province “Kaffa” in Ethiopia.
about one of the most From there it spread to Arabia and the Middle East.
popular drinks for most In 1615, coffee reached Turkey and afterwards all over
Ethnic groups. Europe. 1699 Dutch seaman planted coffee in Indonesia and
from there.
Production moved to India, Ceylon/Sri Lanka, America
And Guyana.
Fruit:
There are 80 different coffee trees. Two of them are very
important:
2 Coffea Arabica and Coffea Robusta

2/3 of the world production is Arabica Coffee.
The quality is very good. The color is blue/green after washed
Coffee Robusta is more robust , the color is

Light brown to green. It is of medium quality and
¼ of the world production.
The most important production sites are:

Central America:
Mexico, Guatemala, Cuba, Haiti, Costa Rica, El Salvador,
Honduras, Nicaragua
South America:
Brazil, Venezuela, Columbia, Ecuador, Peru
Bolivia,
Africa:
Guinea, Ivory coast, Ghana, Nigeria, Cameroon,
Gabun, Angola, Zaire, Tansania, Uganda, Kenia,
Ethiopia, Jemen, Madagascar
The most famous coffee recipes are from Italy.

Espresso, Cappuccino, Café Latte, Café Kirsch
It is used instant, decaffeinated and is used

In the pastry production.

Page 1 of 1

DEPARTMENT : Restaurant TASK: Method Champenoise
The traditional Methode Champenoise used in making

Grandin – Grandin Sparkling Wine is a process strictly controlled by To give the
French law. The words Methode Champenoise” correct
Method Cannot be used on a bottle of French sparkling wine, Explanation
Champenoise Unless the stipulated procedure is followed: and detailed
Guidance about
1. The grapes are pressed and the juice must be used for Champagne
fermentation to make still wine, this is traditionally a white wine
without carbonation.
2. The still wine is bottled and to each bottle the “dosage”, a small
amount of unfermented must and yeast is added. The bottle is
corked and the dosage causes the wine to ferment again in the
bottle. The bottles are stacked lying down for 8-12 months during
the second fermentation.
3. A by-product of the fermentation is carbon dioxide
Gas which cannot escape from the sealed bottle and goes into the
solution with the wine.
4. Another by-product is sediment. It is removed by stacking the
bottles upside down and turning them by a quarter every few days
until the sediment reaches the cap, this turning process is called
“riddling”.
5. The neck and cap are dipped into a solution, which freezes the
sediment into a plug. The plug is “discorged” and the bottle is
topped off with a little finished sparkling wine and finally corked.
This process is required by French law to take a minimum of 9
months; Grandin takes a total of 12 months
Grandin started making Sparkling Wine with his

Invented and approved Methode Champenoise in 1886. and is still
made that way till today.
Blind tastings were conducted by Arthur D. Little
Company among 400 sparkling wine drinkers in New
York, Chicago and Los Angeles. The results were impressive:
Grandin was preferred over leading Spanish
Methode Champenoise ( Freixenet & Cordoniu )
Importing wine category leaders.
Grandin was preferred over Moet Chandon, theiImporting
Champagne category leader. Grandin was at parity with
Korbel, a leading producer of U.S. Methode Champenoise

Page 1 of 1

DEPARTMENT : Restaurant TASK: Alcohol Contend Of Wine
 8.0 – 9.0 The correct suggestion as


To learn about the alcohol German Kabinett
9.0 – 12.0 per the guest‟s request

Contend in wine French vin de table
9.0 – 14.0

German Beerenauslese
10.0 – 12.0

German Qualitaetswein
10.0 – 10.5

German Auslese
10.0 – 13.5

Beaujolais
10.5 – 13.0

Bordeaux Cru Classe
11.0 – 12.0

Red Bordeaux
11.0 – 13.0

Chablis Premier Cru
11.0 – 13.5

Beaune
11.5 – 13.5

Alsace Riesling
11.5 – 14.5

California Chardonnay

Muscadet 12.0
12.0 – 13.5

Montrachet
12.0 – 13.0

Chianti
12.5 – 16.0

California Zinfandel
12.5 – 13.0

Chambertin
12.5 – 13.0

Rioja Reserva
Chateauneuf – du Pape 12.5 – 12.5
 12.5 – 14.5

Australian Shiraz
13.0 – 14.0

Barolo
13.0 – 15.0

Sauternes
Chateau d‟Yquem 13.5 – 15.0
 15.0 – 16.0

Fino Sherry
18.0 – 20.

Oloroso Sherry
Vintage Port 19.0 – 20.0

Director of
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DEPARTMENT : Restaurant TASK: The White Grapes
To learn about the  Chardonnay To give proper guidance

various white grapes, The worlds most popular and widely planted premium white and suggestions for
grown nowadays on Grape variety and the one whose name has become almost a choosing the right wine
the vineyards Synonym for dry white wine, is surprisingly hard to define. For selection as
Around the world The flavour of any example will depend enormously on the preference given.
climate, soil and the particular type of clone. Burgundy the
best California examples (Kistler, Peter Michael, Sonoma
Cutter ), taste of butter and hazelnuts, lesser New World
efforts are often sweet and simple and often very melony
( a flavour which comes from the clone ). Australians range
from subtle buttery pineapple to oaky tropical fruit juice.
Petaluma, Giaconda, Coldstream Hills and Leeuwin show
how it can be done. New Zealand‟s efforts are tropical, too,
But lighter and fresher ( Te Mata, Cloudy Bay )
Elsewhere Chile is beginning to hit the mark, as in South
Africa & Jordan. In Europe, look around southern France
( James Herrick ), Italy ( Gaja ), Spain, and Easter Europe,
 Chenin Blanc
but beware of watery cheaper versions.
Loire variety with naturally high acidity that makes it ideal

for fresh sparkling, dry and luscious honeyed wines, also raw
staff like unripe apples. Most California Chenins are semi –
sweet and ordinary South Africans call it “Steen” and use it
for cheap, dry and luscious sweet wines. There are few good
Australians ( Moondah Brook ) or New Zealanders( Milton)
 Gewuerztraminer
Outrageous, oily-textured staff that smells of parma violets
and tastes of lychee fruit. At its best in Alsace ( Zind
Humbrecht, Leon Beyer, Schlumberger, Fallet ) where
identically labeled bottles can vary greatly in their level of
Sweetness. Wines that guarantee luscious sweetness will be
labeled as either Vendange Tardive or the intensely sweet –
Selection de Grains Nobles. Try examples from Germany,
Chile, New Zealand and Italy too.

Page 2 of 3

FOOD & BEVERAGE TASK #: 2 .05
 Gruener Veltliner
Fast rising star, helped by the success of Austrian
examples in
tasting with white Burgund. Fleshy limey &capable of
ageing
 Marsanne
A classic, flowery, lemony variety used in the Rhone in
Hermitage, Australia (Chateau Tahblik & Mitchelton )
Southern France from Mas de daumas Gassac,
Switzerland from Provins and innovative wines from
California. At its
Best, young or after 5 – 6 years.
 Muscat
The only variety whose wines actually taste as they are
made of grapes, rather than some other kind of fruit or
Vegetable. In Alsace, southern France and northeast
Italy it is used to make dry wines. Generally though it
Performs best as sparkling wine ( Moscatos and Astis
from Italy and Clairette de Die Tradition from France )
and as sweet fortified wine. Look out for Beaume de
Venise and Rivesaltes in southern France, Moscatel de
Setubal in Portugal, Moscatel de Valencia in Spain and
Liqueur Muscat in Australia.
 Pinot Blanc / Pinot Blanco

As rich as Chardonnay, but with less fruit. At its worst
When over-cropped, it makes neutral wine. At its best
However ( also in Alsace ) it can develop a lovely
Cashew nut flavor. When well handled it can also do well
in Italy, where it is known as Pinot Biancho
( Jermann ) and in Germany, especially in Baden where it
is called Grauer Burgunder. Look out for examples
from Oregon ( Eyrie ), California and New Zealand.

Page 3 of 3

 Viognier
A cult grape , Viognier was once only found in
Condrieu
And Chateau Grillet in the Rhone, where small
numbers
Of good examples showed off its extraordinary
perfumed,
Peach-blossomy character, albeit at a high price.
Today however it has been widely introduced to the

Ardeche, Languedoc-Roussillon and California and
made with loving care. ( and often over-generous
exposure in
Oak barrels ). In Eastern Europe, Argentina and
particularly Australia ( where Yalumba makes several
Good examples )
While examples of affordable Viognier are welcome,

most lower-priced efforts are disappointing, because
this
Is a variety that performs poorly when asked to
produce too much wine per acre. Clones of this grape
vary widely too.

Director of
Page 1 of 3

DEPARTMENT : Restaurant TASK: The Red Grapes
To learn about the  Barberra To give

various red grapes, A widely planted, wild-berryish Italian variety, at its best in Piedmont, proper
grown nowadays where it is increasingly successful in blends with Nebbiolo and guidance
on the vineyards And
Cabernet. Also good in Argentina, California and Australia.
around the world.

suggestions
Cabernet Sauvignon for
King of the Medoc and Graves ( in blends with Merlot ) and top reds choosing
from the New World, especially California, Chile and Australia. the right
Eastern Europe and southern France ( Vin de pays ) have good value wine for
examples, and Spain is rapidly climbing aboard ( in the Penedes and selection as
Navarra ).The hallmark to look for is blackcurrant, though unripe Preference
versions taste like weeds and bell peppers. There are also great Italian given
Cabernets. Good New World Cabernets can smell and taste like fresh
mint, but like the best Bordeaux, develop a rich, leathery “cigar box”
charcter.
 Carmenere
A peppery-berryish grape once grown in Bordeaux
And now almost only found in Chile and Italy. ( Ca del Bosco )
 Grenache / Garnacha
Freshly ground black pepper is the distinguishing flavour here,
sometimes with the fruity tang of sweets. At home in Cotes du Rhone
and Chateauneuf-du-Pape, it is also used in Spain
( as Garnacha ) in blends with Tempranillo. There are good “bush”
examples from Australia.
 Malbec
Another peppery Bordeaux refugee, used in France ( for Cahors ) the
Loire and Italy where it generally produces dull stuff. It shines
however in Argentina and is finding a new home in Chile and
Australia.
 Nebbiolo / Spanna
The red wine grape of Barolo and Barbaresco in
Piedmont now, thanks to modern winemaking,
Increasingly reveals a lovely cherry and rosepetal
Character, often with the sweet vanilla of new oak
Casks. Lesser examples for earlier drinking tend to be labeled as
“Spanna”.

Page 2 of 3

 Merlot
The most widely planted variety in Bordeaux and the subject
of (enthusiastic over - ) planting in California. In Bordeaux,
where in some vintages it performs better than Cabernet
Sauvignon, it is at its best in Pomerol, where wines can taste
of ripe plums and spice, and in St. Emilion, where the least
successful wines show the Merlot‟s less lovable dull and
earthy character. Wherever it is made, the naturally thin-
skinned Merlot should produce softer, less tannic wines than
Cabernet Sauvignon ( though some California examples seem
to contradict this )
 Pinot Noir
The wild-rapherryish, plumy and liquoricey grape of red
burgundy is also a major component of white and pink
Champagne. It makes red and pink Sancerre, as well as light
reds in Alsace and Germany (where it Is called
“Spaetburgunder” ). Italy makes a few good
Examples but for the best modern efforts look to California,
Oregon, Australia, Chile, South Africa and especially New
Zealand (Martinborough , Felton Road ).
 Pinotage
Almost restricted to South Africa, this cross between Pinot
Noir and Cinsaut can - though rarely and only in the hands,
such as Kanonkop make berryish young wines that may
develop rich gamey-spicy flavours . Poorer examples can be
dull and “muddy”.
 Sangiovese
The grape of Chianti, Brunello di Montalcino and a host of
popular IGT wines in Italy, not to mention “ new wave”
Italian-style wines in California and Argentina. The
recognizable flavour is sweet tobacco, wild herbs and berries.

Page 3 of 3

 Syrah / Shiraz
The spicy, brambly grape of the Northern Rhone
( Hermittage, Cornas etc. ) and the best reds of
Australia ( Henschke Hill of grace and Penfolds
Grange ) where it is also blended with Cabernet
Sauvignon ( just as it was once in Bordeaux ).
Marquis de Grinon has a great Spanish example
And Isole e Olena makes a fine one in Tuscany.
Increasingly successful in California and Washinton
State and finally in South Africa. Surprisingly
Good too, in both Switzerland and New Zealand.
 Tempranillo
Known under all kind of names around Spain
, including Cencibel in Navarra and Tinto del Pais in
Ribeira del Duero and Tinta Roritz in Portugal, the
grape gives Spanish reds their recognizable strawberry
character. Often blended with Garnacha, it works well
with Cabernet Sauvignon. So far little is used in the
New World, but watch out for examples from
Argentina and Australia.
 Zinfandel
Until recently thought of as California‟s “own”
Variety, but now proved (by DNA tests) to be the
same variety as the Primitivo in southern Italy. In
California it makes rich, spicy, blueberryish reds ( see
Turley and Ridge Vineyards ), “ports” and often with
a little help from sweet Muscat , sweet pink “ White
Zinfandel “. Outside California, Cape Mentelle makes
a good example in Western Australia.

Page 1 of 2

DEPARTMENT : Restaurant TASK: Tasting Wine
A wine tasting to be  The secret of getting maximum pleasure out of wine is Proper arrangements and
arranged and the necessary to remember that we smell tastes: explanations are given
guidance provided.
 It is our noses and the nerves high in the brain Wine glasses are clean
An ideal tasting glass is Behind the nasal cavity that distinguish nuances and
About 6 in ( 152 mm ) Of flavour – not our tongues, lips or palates. polished
High and would hold
7 fl oz. ( 215 ml ).  The mouth detects what is sweet, sour, salty, The labels of the bottles
Bitter, burning, oily or astringent. are clearly visible
For tasting purposes it is
Usually filled only to  But the colour and character of a flavour lie in its A judgment form to tick
about 1/5 of the capacity. volatile compounds, which need the nose to apprehend off each section is
The tall funnel shape is them. Thus the procedure for tasting wine pivots around handed out
designed to capture aroma the moment of inhalation;
Or bouquet, for the taster‟s The sommelier or waiter
nose.  The first sniff is crucial, since the sense of smell to be professional
Rapidly wearies.
See
It needs a long enough
 The look of a wine can tell a lot. Assuming it isn‟t
stem to keep the hand
away from the bowl.
cloudy (if it is, sent it back ), it will reveal its age and
Professional tasters often
 Tilt the glass away from you and take a first and
hint at the grape and origin.
hold the glass by its foot.
Careful look at the precise colour, clarity and visual
The thinner the glass,
 Do this over a piece of white paper and look at the rim
texture of the wine.
within reason, the better.
Wine is tasted vividly
 The more watery and brown it is, the older the wine.
from thin glass. of the liquid.
Swirl
 Vigorously swirl the wine around the glass for a
 Then continue to swirl the wine to volatize its aroma

Moment to release any reluctant smells.
 The glass should only filled about a fifth of its capacity

while you concentrate.

Page 2 of 2

DEPARTMENT : Restaurant TASK: Tasting Wine
Vertical & Horizontal Sniff
Tastings of the same  You sniff a wine before tasting it for the same reason you sniff a
Wine from different
 The smell can tell you more about a wine than anything else.
carton of milk before pouring its content into coffee.
Vintages are known as “
vertical”.  When sniffing try to exclude all other thoughts and sniff.. First
 When sniffing, take one long sniff or a few brief ones.

impressions are crucial and should trigger recognition.
Those of different wines
of the same
 What are your first impressions, if the wine is fruity, which fruit
Concentrate on whether the wine seems fresh and clean.
Type in a single vintage
are known does it remind you of. Is it spicy, herbaceous, sweet, dry, rich or
As “horizontal”. lean?
Remember: Sip
The ideal conditions  Take a generous sip, a third of a mouthful, suck air between
For a testing are rather your teeth and through the liquid and “Chew” it so it reaches all
unattractively

parts of your mouth.
Clinical; a clean, well lit Hold the wine in your mouth for a little longer to release as
place without the

much flavour as possible
Suggestive power of Focus on the flavour, same impressions as before, is there just
Atmosphere, without the one flavour, or do several contribute to a “complex” overall
smell of wine barrels or

effect?
distraction of friendly Now concentrate on the texture of the wine, some like
chatter – Chardonnay are mouth-coatingly buttery, while others – like
And above all without Gewuerztraminer are almost oily. Muscadet is a good example
the chunks of cheese,

with a texture that is closer to water.
ham, salami or bread. The final judgment comes when the volatile compounds rise into
the upper nasal cavity.
Spit
 The only reason to spit a wine out – unless it is actively repellent

– is to remain upright at the end of a lengthy tasting.
 On the other hand, if what you want is the taste, swallowing is
an indulgence; you should have 90 % of the flavour while the
wine was in your mouth. Some tasters swallow a few drops to
 Pause for a moment after spitting, is the flavour still there ?

exercise the texture as the wine passes down the throat.

Page 1 of 1

DEPARTMENT : Restaurant TASK: Decanting Wine
Decanting wine There is much debate about whether and when to decant To give the correct service
wine; whether “breathing” is a good thing or not. and detailed step-by-step
Demonstration.
Vigorous young vintages ( at 10 years, a poor 4-5 years )
Like Red Bordeaux, Cabernets, Red Rhones, Barolo and
Barbaresco., Heavy Zinfandels, Australian Shiraz,
Portuguese Reds and other similar tannic wines, decant at
Least on hour before drinking and experiment with
Periods of up to 6 hours.
“Young” red burgundy, Pinot Noirs and Spanish wines

decant just before serving
1. Wine for decanting needs to be held in apposition

near to horizontal as possible. The purpose of a wine
basket is to hold a bottle in
This position, while it is being opened prior to
Decanting it. It should never be used for pouring
Wine at the table
2. The corkscrew being used mostly is the

Screw pull, which draws the cork up into itself
With almost infallible ease. The worm is Teflon-
Coated, which means the cork can be drawn in a
Single, screwing action.
3. Now pour the wine into the decanter in one

Continuous movement, holding the bottleneck
Over candle light, so that you can watch the
Sediment . As soon as it approaches the neck,
Stop pouring.
4. A special silver funnel has been devised which

Has a perforated strainer in the base and a spout
Curved sideways to prevent the wine from
Splashing down the neck of the decanter

Page 1 of 2

DEPARTMENT : Restaurant TASK: The Temperature For Serving Wine
Wine temperature Domestic fridge temperature The correct wine

temperature
Sweet Whites  To be served or according

Gros Plant, Muscats, Retsina 4 - 6º C
to

Light Muscats 4 - 7º C
Request.

Aligote 4.5 - 6.5º C

Sparkling Wine, Sekt, Cava etc. 4.5 - 7.5º C

Tokaji 5 - 6º C

Eiswein, Vinho Verde 5 - 7º C

Sauternes 5 - 7.5º C

Sweet Loire Chenin Blancs 5 - 8º C

Gewuerztraminer 5.5 - 8º C
Muscadet, Frascati, Orvieto, Sancerre
Pouilly, Sylvaner 6 - 8º C


Dry Whites Johannisberg Riesling 6 - 9º C

Non Vintage Champagne 6.2 - 8.8º C
Fendant, Lambrusco, Barossa 7 - 9º C
Riesling, South African Chenin
Blanc, Yugoslav Riesling

NZ Sauvignon 7 - 9º C

Alsace Riesling 7 - 9.5º C

Chardonnay, Vin Rose 7 - 10º C
Chablis, Macon, Bordeaux Blanc 8 - 10º C
Best Champagne, Fino Sherry
German and Austrian Wines

Soave, Verdicchio 8 - 10º C

Beaujolais Nouveau 9 - 11º C

California Sauvignon Blanc 9 - 11º C
Amontillado, Montilla, Vin Jaune 10 - 12º C
Hungarian & best German Whites

Liqueur Muscats
Best White Burgundies & Graves 12 - 14º C
Best Sweet German Wines, Cream

Sherry, Old Hunter Valley Whites
Top Californian/Australian 10 - 13º C
Chardonnays

Page 2 of 2

DEPARTMENT : Restaurant TASK: The Temperature For Serving Wine
Light Reds  Chinon, Tawny Port, Dole 10 - 12º C

Valpolicella, Valdepenas

Cotes Du Rhone ( Red ), Barbera 12 - 14º C

Midi Reds Corbieres, etc, Madeira 12 - 14º C

Fiasco Chianti, Sicilian Reds 12 - 14º C
“Bull‟s” Blood, Light Zinfandels 12 - 14º C

Full Scale Reds

Red Bordeaux, Cahors, Madiran 14 - 16º C
Californian/Australian/Oregon 14 - 18º C

Pinot Noir

Red Burgundy, Top Red Rhone 14.5 - 17º C

Bandol 15 - 17º C
Vintage Port, Fine Red Bordeaux 16 - 18º C
Best California Cabernets & Zinfandel
Top Australian Cabernet/Shiraz

Page 1 of 3

DEPARTMENT : Restaurant TASK: The Ten Basic Wine Styles - White

Examples are:
Most branded “jug” Dry white wines of neutral, simple winey flavor The correct
whites: Entre-Deux- wine to be
Mers, Among the cheapest wines, generally useful but too served
Gaillac, Muscadet Plain to be exciting, or to be particularly pleasant as aperitifs according
Swiss whites such as: without the addition of extra flavor (such as black currant or to the guest
Fendant grenadine syrup) preference
Italian whites such as :
Soave, Verdicchio, These wines are better with simple food, Wine
Orvieto Secco, Frascati, Especially with strong-flavoured or highly glasses are
Pinot Bianco & Pinot Seasoned dishes as hors d‟oeuvres, antipasto, clean and
Grigio Most Spanish & Fish stew, mussels, herrings & mackerel, salad polished
Portuguese whites Nicoise, red mullet, grilled sardines, terrines and
European Sausages, curries & Chinese foods ( both of The label of
Welschrieslings These are better with a little sweetness in the the bottle of
Many Chenin Blancs Wine, like Australian Chardonnay or a Pinot wine is
and South African Gris from Alsace. visible
Sauvignon Blanc
Examples are: All should be served very well chilled at : The
German Qualitaetswein, About 8º C. sommelier

Most Kabinetts and or waiter to
some Spaetlese Light, fresh, grapey white wine with fruity and be
Sometimes flowery aromas professional
Light French
Sauvignons This is a category that has grown most in recent years at the
From Bergerac and expense of the dry whites. Modern techniques, especially cold
Touraine, Savoie whites fermentation, capture whatever flavour the grape has and add
( Crepy, Apremont ) As little as possible. The very aromatic German-style grapes
are nearly always in this or the sweet white wine category. All
Portuguese Vinho Verde these wines make excellent aperitifs or refreshing between-
and Spanish Albarino. Meal or evening drinks, most of all in summer.
Certain California
Chenin Blancs, Those with relatively high acidity are also good with many
Australian Rieslings, first courses, but are dominated by seriously savory dishes and
some New Zealand lack the substance to be satisfying throughout the meal.
Sauvignons and English Suitable
Mueller Thurgaus & Dishes to accompany them include:
Seyal Blancs and Poached trout, crab salad, cold chicken; they need slightly less
simpler Austrian chilling than the previous category.
Gruener Veltiners.

Page 2 of 3
Examples are  White wines with body & character, aromatic

from certain grapes or with the bouquet or
All good mature Chardonnays maturity
(e.g. white burgundies after two
or more years, depending or Fine French dry whites all come into this category
their quality ). Their equivalents High flavor often makes them taste rich even when
from fully dry.
California & Australia,
Alsace Riesling, Without food, these wines can be to assertive, they
Gewuerztraminer & Pinot Gris, Are best matched with a savory dish which is also
Sancerre and Pouilly Fume & Rich in flavor and pale in colour, e.g. oysters, clam
Savennieres from the Loire. Lobsters and prawns, smoked fish, frog legs, snails
Exceptional Italian wines ( the Onion or leek tart, ballotines, prosciutto, salmon
best of Frascati, Soave Classico Turbot and other rich fish in butter, sauce
Verdicchio, Cortese di Gavi, Hollandaise or “monte” butter-cream sauces; as
Mature Rioja, Manzanilla sherry Well scallops, poultry, sweetbreads and hard Swiss
from Spain, Rulaender from Or German cheeses.
Baden, Australian Semillons &
dry Barossa & Coonawarra Wines only should be lightly chilled ( 10º C – 13º
Rieslings with 3-4 years in C ).
 Sweet white wines

bottle.
Examples are
The finest natural sweet wines
are produced by the Varying from delicately fruity and lightly sweet to
Action of “ noble rot”. Overwhelmingly luscious, these wines are to be
Sauternes and Barsac. As well Sipped slowly by themselves and are rarely
the Beerenauslesen & improved by food.
Trockenbeerenauslesen Very rich and highly flavoured desserts, however
From Germany. Delicious, tend to fight sweet wines . Chocolate and
Tokaji Aszu best with Foie coffee ones are fatal. The best choice is a French
Gras, Sweet Muscats like those apple tart or raspherry tart / cake, crème
light ones from Asti in Northern Brulee, fruity sponge cakes and simple desserts
Italy. Heavier Muscats are made which are not to heavy.
in Languedoc and Roussillon,
France and Sicily, east coast of Sweet wines are usually drunk after meals, but in
Spain, at Setubal in Portugal, in France often as aperitifs, too.
Greece and Russia and best of
all in northeast Victoria, They should be served at 4º C - 6º C
Australia


Page 3
of 3

 Rose Wines
Examples are:
Roses divide broadly into two The correct wine
camps: the light, Purply-pink, Roses are usually workhorse, compromise wines to be served
usually faintly sweet Loire style, of adequate quality, made by fermenting the juice according to the
and the drier more orange-pink, of red grapes, very briefly with the skins, then guest preference
stronger, and more sun-burnt separating it and making it like white wine.
Provencal variety. Portuguese Wine glasses are
carbonated fizzy roses and The great exception is pink Champagne, which, clean and
Californian “blush” wines fit although generally made in the same way as still polished
into the first category. Tavel rose ( before undergoing a second fermentation in
from the Rhone most roses from the bottle, is very highly sought-after. Few things The label of the
Spain and Italy are stronger and are more delicious. bottle of wine is
drier. A third group are visible
Vins gris, red-grape white wines Roses are best in summer with salads and on
merely shaded with color, more picnics, and the Provencal style with oily and The sommelier or
grey than pink; and a fourth, garlicky or even oriental dishes . They have waiter to be
pelure d’oignon ( onion skin ), possibilities with such antipasti like artichokes, professional
which are very pale orange – crudities, salami or taramasalata.
brown. Both are made usually Pink wines need to be served really cold, colder
very dry, the gris more fruity, than most whites. If this is difficult to arrange,
the onion skin more alcoholic. choose a light Red wine instead.
Examples are:  Dry white wines of neutral, simple winey

Most branded “jug” whites: flavor
Entre-Deux-Mers, Among the cheapest wines, generally useful but
Gaillac, Muscadet too plain to be exciting, or to be particularly
Swiss whites such as: Pleasant as aperitifs without the addition of extra
Fendant Italian whites such as : flavor (such as black currant or grenadine syrup)
Soave, Verdicchio, Orvieto
Secco, Frascati, Pinot Bianco & These wines are better with simple food,
Pinot Grigio Especially with strong-flavoured or highly
Most Spanish & Portuguese Seasoned dishes as hors d‟oeuvres, antipasto,
whites Fish stew, mussels, herrings & mackerel, salad
European Welschrieslings Nicoise, red mullet, grilled sardines, terrines and
Many Chenin Blancs and Sausages
South African Sauvignon Blanc

Page 1 of 3
DEPARTMENT : Restaurant TASK: The Ten Basic Wine Styles - Red
Examples are:  Grapey young reds with individuality, not intended to mature The correct
wine to be
Italy‟s Valpolicella and Beaujolais is the archetype of a light red wine: Made to be served
Bardolino, Barbera and drunk young, while it is still lively with fresh, grape flavor. according to
Dolcetto, and even Beaujolais Villages is a better, stronger and tastier selection. the guest
Chianti, can be freshly Simple young Bordeaux, burgundy and Rhone reds, Cabernet preference
fruity if they are caught from Anjou and Mondeuse from Savoie should have the same
Young enough. Fizzy red appeal. Similar Wines are now made in the Midi ( Corbieres Wine
Lambrusco is a sort of Minervois, Roussillon St-Chinian ) by the Beaujolais technique of glasses are
Caricature of the style. carbonic Maceration and also of most of the popular red grape clean and
Spain provides few Varieties: light wines to drink young. polished
examples, although
Valdepenas has In its liveliness and vigour this is perhaps the safest and best All The label of
possibilities and no doubt around class of red wine for mealtimes, appetizing with Anything the bottle of
Will be made fresher in from pate to fruit and often better than a more “serious” or old wine is
the future. The heat of the wine with strong cheese, in mouthfuls rather than sips. For the visible
vineyards in California, same reason it is the easiest red wine to drink without food. It is
Australia, South Africa usually best served cool. Ideal dishes include: The
and South America have pates & terrines, (including those made from vegetable),quiches, sommelier
proved inimical to this salads, hamburgers, ham, grilled meats, cheese and soft fruits as or waiter to
style of wine. Light raspberries, plums or peaches. be

Zinfandels and Gamays professional
From California Plain every day or “jug” reds .
sometimes achieve it. These are unpretentious and anonymous blended wines with
little body or flavor.
French brands and country wines of Italy, Portugal or Spain, as
Examples are: well as California‟s “jug”reds, come into the category. Often a
slight sweetness remains in the wine to disguise its lack of
Most inexpensive imports body.
From southern, central and Like the “neutral” cheap whites, these are essentially wines for
eastern Europe , North mealtimes, a healthy and stimulating accompaniment to almost
Africa, Argentina, Any homely food. They are always best served rather cool as
Chile, South Africa and drinks on their own there are improved by being iced and in
Australia are in the classes summer ( as Sangria, with orange juice added ) and “mulled”
that follow. On the stove with sugar and spices in winter.
( Gluehwein in Bavaria )

Page 1 of 1
Examples are:  Mature reds of light to medium strength and body
Apart from the French This category includes most of the world‟s finest
wines they include thebest Red wines, epitomized by claret ( red Bordeaux )
of Rioja & Penedes from And most of the typical wines of Burgundy and the
Spain, Chianti Riservas, Rhone, although some of the greatest fall into the
Tuscans such as next glass, depending on the ripeness of the vintage.
Tignanello, Carmignano & These wines need more care in serving than any
Vene-Gazzu, Portuguese others, since they often throw a deposit in maturing.
reds from Dao, Alentejo &
Bairrada. They are wines for meat and game dishes with the
Top California, Oregon best ingredients and moderate seasoning. Lamb, beef
and Washington Cabernet Veal ( also sweetbreads and tongue ) chicken, duck,
And Pinot Noirs. Partridge, grouse, pheasant are all ideal, although
Coonawarra and some very gamey birds may need wines from the next
Hunter Valley reds, Category. Only mild chesses should be served with
Argentinian Malbec, These relatively delicate wines.
Chilean Cabernet &
Bordeaux They need to be served at a temperature of between
Blends from New Zealand 15º C - 18º C to bring out their flavor.
 Exceptionally concentrated, full flavored and

Examples are:
California, Australia
And South Africa find it powerful reds, usually but not always needed to
hard not to make such big mature.
reds. In Europe this category depends more on the vintage
Most of their best wines Than the producer. Wines that achieve this status
are carefully restrained in Fairly regularly include Petrus in Pomerol,
ripeness, but in California Chambertin and Corton in Burgundy, Hermittage and
a number of wines Chateauneuf-du-Pape ( Cote-Rotie ) is often in the
especially Zinfandel, are previous category. Exceptional Roussillons
made to be larger than life. ( not for maturing ) Barolo and Barbaresco, Brunello
Australia makes many di Montalcino, Recioto Amarone from Valpolicella,
such wines, especially in Spanish Vega Sicilia, Pesquera and Priorato
Victoria, Barossa and Portuguese Barca Velha, Dalmatian Posip and
Southern Vales in South Postup.
Australia. Top Shiraz such
as Penfold‟s “Grange” and Well hung game and strong-flavored cheese are the
Henschke‟s “Hill Of Obvious candidates for these wines, although those in
Grace” are good examples. the appropriate price bracket are also excellent
For BBQ‟s and dinners.

Page 3 of 3

Examples are:  Fortified Wines
Other wines in this Wines whose natural strength is augmented with

category include Added alcohol, either during the fermentation to
Spanish Malaga Preserve the natural sweetness ( as in port )
And Tarragona, Or after they have fermented to dryness as a
Sicilian Marsala preservative
Cypriot Commandaria ( as in sherry ).
French vins doux
naturels and a host of
wines, usually with Since the role of these wines is largely determined
borrowed names in the By their sweetness, which is at their maker‟s discretion,
New World. all that can usefully be said is that dry versions (
whether of port, sherry, Madeira or their
Equivalents are intended as aperitifs, while sweet
Ones are used either before or after meals
According to local taste and custom.
The French, for example, prefer sweet aperitifs

The Italian bitter ones, and the British who divide
everything along class lines, some sweet and some dry.
In all cases, small glasses are needed, because the
alcohol strength is higher than that of table wine.
Dry Sherry is always drunk with Tapas in Spain.

It is one of the best wines for smoked eel and cuts the
silky sweetness of fine Iberian ham. Old Oloroso
sherry, whether dry or with added sweetness, is very
good with cakes, nuts and raisins.
Port, both vintage and tawny, is often drunk with

Cheese. Madeira has a cake especially designed for it.

Page 1 of 2

DEPARTMENT : Restaurant TASK: Beverage Restaurant Service

The guest to be served
Beverage pick up The white and the yellow copies of the K.O.T. with correctly, what was ordered
the beverage order are given to the waiter. in a timely manner
 The white copy is given to the bar to pick up the order

and the Yellow copy is for the waiter to follow up
 All beverage orders are to be served within five

minutes except bottle wine and some of the fresh
juices, e.g. Carrot, Apple
Beverage service  Beverages are picked up on a beverage tray from the

bar
 All beverages are served from the right hand side of

the guest
 The water goblet on the table is moved slightly to the

left, to give room for the beverage order.
 The glass is then placed where the water goblet was

placed in the original set up (above the large knife)
 Announce the order while serving, e.g. “Your orange

juice, Mr. X”

Page 2 of 2
DEPARTMENT : Restaurant TASK: Beverage Restaurant Service
Points to remember  All orders are to be served according to the cover

numbers without asking the guest
 Have a good knowledge of the beverage list
 The water goblet is removed from the table if the

guest does not want water
 Pouring brands:
o Beer – Fosters
o Gin – Grants
o Whisky – Grants
o Vodka – Vladivar
o Dark Rum – Lambs Navy
o White Rum – Captain Morgan
o Cognac – Hennessy VSOP
 Provide alternatives if guests needs are not met by the

drinks list.

Page 1 of 1

DEPARTMENT : Restaurant TASK: Beverage Service


Bar Counter Service Place the coaster on the Bar counter To be served promptly and

Serve ladies first. the correct order
Cold drinks

Place the glass on the coaster.
Offer nibbles (olive, pistachios) at least 4 kinds.

(make sure they are fresh)
Refill when half empty
Hot Drinks  Place the cup, handle to the right and spoon just above

the pot and milk on the counter on saucer.

Offer mini cookies or biscuits
When a drink is finished always ask the guest if
he/she would like a refill


Table Service Collect drinks from the bar and place them on the tray. To be served promptly and

Carry the tray with your left hand. the correct order
Cold Drinks Place the coasters and drinks on the table from the

right hand.
Offer nibbles (olive, pistachios) at least 4 kinds.

(make sure they are fresh)
Refill when half empty


Hot Drinks Same as above

Offer mini cookies or biscuits
Place cups (handle to the right and spoon just above),
pots, jug on saucer


Ashtray removal Change ashtrays after every cigarette.
Change ashtray by covering with another clean
ashtray to prevent the ashes from flying.

Page 1 of 2

DEPARTMENT : Restaurant TASK: Kind Of Beverage Service
To learn about the various  Counter service To serve our guest in the
Kind of beverage service best possible way:
The guest‟s drink is prepared by the bartender who - Fast
takes the order and prepares the drink in front of the - Sufficient
guest, who is most likely seated or standing at the bar - Friendly
counter
 Tray service
This is the simplest form of beverage service. A tray

Is used by the server to carry the prepare drink from
the bar to the guest table or to the guest directly as in
the case of a stand-up cocktail reception where there
Are no tables.
When serving a gin tonic using tray service, the tonic

is poured in and mixed with the gin and a slice of
lemon added to the drink before the waiter serves the
Drink.
 Velvet Service
If serving a drink like gin tonic using velvet service:
1. The service staff picks up the portioned spirit in a

glass with the lemon slice, the desired mixer in a
decanter or handy bottle and a stirrer from the bar.
2. The service staff then proceeds to the guest table and
Some instances, kneels down with the tray at the
guest
Table.
3. The drink coaster is placed on the table.
4. The waiter/waitress then asks the guest how much
tonic they would like with the gin.
5. The tonic is poured in and the mixture stirred.
6. The stirrer may or may not be left at the table on a
Coaster.

Page 2 of 2
DEPARTMENT : Restaurant TASK: Kind Of Beverage Service
 Bottle Sales Service
Normally occurs in discotheques, night-clubs, lounges

Or pubs. Very similar to Velvet Service, except the
spirits in question are sold by the bottles. Ice may also
be presented in an ice bucket with tongs for the guests
To help themselves.
Service staff will be on hand to serve the first and

Subsequent round of drinks. Guests may also choose
to help themselves to the drinks after the first round
of drinks are served. A number of bottles or volume of
Mixers and soft drinks are included in the price of the
bottle sale. Subsequent orders of mixers or soft drinks
Are charged accordingly.
A tag or numbered sticker will be used to identify

Each bottle. These tags or stickers would normally
have the names and signatures of the guest who
Purchased the bottle.
In addition the dates of each time the bottle is “used”

may also appear on these tags or stickers. This is
Necessary because most bars or clubs would impose a
specified time span in which the bottle must be
Consumed after each time it is used.
The volume of spirit remaining after each time it is
Used, is indicated on the stickers or line to be drawn to
Prevent any misunderstandings.
The person who holds purchases the bottle is given a

Card to identify them as the holders of a purchased
Bottle of spirit that is being held for them by the bar.
In a sense they become members of the club or disco

and may gain entry quite easily even as a queue exists
at the entrance. This card is only valid if there is spirit
in the bottle from a previous visit.

Page 1 of 1

DEPARTMENT : Restaurant TASK: Alcoholic Beverage Service
3  Alcoholic beverages served in individual shots are

specified in ML‟s in the drink list
4 MATERIALS:  Such liquor items once ordered by the guest, will be

picked up from the bar on a shot glass by the waiter.
5 If a mixer/chaser is ordered along with the drink, it

will be served on a decanter
6 -Appropriate Stirrer sticks will be brought along on a stirrer stick
Glass

holder
- Ice bucket with Place the glass with paper napkins on the center of
underliner

the table
and Ice Tong Place ice cubes on the main glass according to guests

- Stirrer Stick need
-Cocktail Pour the alcoholic beverage from the shot glass to

Napkin/Paper the main glass

Place the glass on the drip mat on the table
Serviettes on a glass
Pour the mixer/chaser on to the drink till the guest
-Drip mat

asks you to stop
Place the decanter on the table with the handle facing

the guest

Place the stirrer stick holder on the table
Place the plate of canapés, bar snacks on the center
of the table
PLEASE TAKE CARE:
 To dilute alcoholic beverages with chasers only with

the consent of the guest
The service is speedy so that there is no big gap
between the time of diluting the drink with ice and

the time of consumption by the guest
To ensure that the measure of alcohol is correct. Do

not ever serve drinks with short measures
To change the bucket of ice placed on the table at

least every 30 minutes

To place at least 3 canapés per person
To announce the beverages/mixers/canapés when
being served

Page 1 of 1

DEPARTMENT : Restaurant TASK: Beverage Service - Aperitifs
Aperitifs  The order is picked up from the bar according to the The order to be served
guest‟s choice. according to the guest

preference
If the Aperitif is with a mixer, it is picked up in a
carafe and the Aperitif in a highball glass with stirrer.
 All beverage orders are served from the right hand

side of the guest.

left, to give room for the beverage order.
 The Aperitif is then placed where the water goblet was

placed in the original set up (above the large knife).
 Pour the mixer into the spirit glass gently.
Points to remember  Place the remaining carafe of mixer next to the

Aperitif.
 All Aperitif with a mixer is served in a highball glass

with ice and a stirrer.
 All Aperitif straight up orders are served in a rock

glass (without ice).
 All Aperitif on the rocks are served in a rock glass

with ice and a cocktail pick.
 If the guest is away from the table, the drinks are not
to be poured until the guest returns.

Page 1 of 1

DEPARTMENT : Restaurant TASK: Beverage Service - Beer
Beer  The chilled bottle or the can of beer is picked up from the The order to be served
bar, with the cover open and a chilled Pilsner glass. according to the guest
preference
 All beverage orders are served from the right of the guest.
 The water goblet on the table is moved slightly to the left, to

give room for the beverage order.
 The Pilsner glass is then placed where the water goblet was
(above the large knife).
 Pour the beer into the Pilsner glass gently, till ¾ full.
Points to remember  When pouring the beer, remember to hold the bottle or can
with the label facing the guest and remember not to touch
the glass with the bottle or the can.
 Announce the order while serving, e.g. “Your Fosters, Mr.

X.”
 Place the remaining beer in the bottle next to the Pilsner

glass, label facing the guest.
 Mexican beer is served in the bottle with a lime wedge

inserted into the neck of the bottle.
 On guest request, the beer is poured into the glass on the

beverage tray itself in order not to form a layer of foam on
top.
 If the guest is away from the table, the drinks are not to be
poured until the guest returns.
 If a guest asks for a shandy (Beer and 7 Up) it is served in a

Pilsner glass.

Page 1 of 1

DEPARTMENT : Restaurant TASK: Beverage Service - Cocktails
Cocktails  The order is picked up from the bar according to the The order to be served
preference
 All cocktails are served in their respective glass.
Points to remember  All cocktails are served right of the guest.

left, to make place for the beverage order.
 The cocktail glass is then placed where the water

goblet was placed in the original set up (above the
large knife)
 Announce the order while serving, e.g. “Your Piña

Colada, Mr. X”.

Page 1
of 1

DEPARTMENT : Restaurant TASK: Beverage Service – Serving Liqueurs
Serving Liqueurs  The order is picked up from the bar according to the The order to be served

preference
All liqueurs are served in liqueur glass.
 All beverage orders are served from the right hand side of
the guest.
 The water goblet on the table is moved lightly to the left,

to make place for the beverage order.
 The glass with Liqueur is then placed where the water

goblet was placed in the original set up (above the large
knife)
Announce the order while serving, e.g. “ This is your

Baileys, Mr. X.
Points to remember  All liqueurs on the rocks are served in a rock glass with
ice and a cocktail pick
 A single shot of spirit is 25ml and a double shot is 50 ml.
 If the guest is not at the table, the drinks are not to be


Page 1 of 1
DEPARTMENT : Restaurant TASK: Beverage Service – Port & Sherry

Serving The order to be served
Port and Sherry The order is picked up from the bar according to the according to the guest
guest‟s choice. preference
 All Port and Sherrys are served in a sherry glass.
 The water goblet on the table is moved slightly to the left,

 The glass with port or sherry is then placed where the

water goblet was placed in the original set up (above the
large knife)
Announce the order while serving, e.g. “This is your

Cockburns, Mr. X”
Points to remember  A single shot of spirit is 25ml and a double shot is 50 ml.

Director of
Page 1
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DEPARTMENT : Restaurant TASK: Service Of White – Rose Wine

Mise en place:
Bottle in wine cooler with ice, water and
- Wine cooler on stand Service napkin is brought to the table

or on table with
underliner & napkin Present the bottle, which rests on a napkin and on
- Service -Wine linen napkin the left hand to the guest form the left side, in a way
- Paper napkin Whereby he / she can read the label
- B/B plate for cork
- Screw pull with small knife
 With the knife or foil cutter remove the cap with a

clean cut.

Clean the cork with a paper napkin
Open the bottle with a screw pull,
( don‟t drill through the cork completely, otherwise
cork segments will drop down on the wine )


Clean the bottle neck with napkin
Present the cork, the guest might have a look
And brief sniff
 Fold the bottle now into the service napkin,

Whereby the label should be visible
 From the right side, pour the host for tasting
 If the wine gets the guest‟s approval, pour for the

Rest of the diners, ladies always first and finally
The host.
 White & rose wine glasses are filled to a 1/3, in

order for the bouquet to develop fully.
 Now put the bottle back into the wine cooler

And fold the napkin over the bottle neck

Page 1 of 1
DEPARTMENT : Restaurant TASK: Beverage Service - Red Wine
Mise en place:  Presentation and opening is handled the same way as Guests expect professional
with white and rose wine, with the difference that and proper beverage service
- Dessert plate w napkin The red wine bottle is not folded in a service/wine In a timely manner.
- Service napkin ( linen ) napkin.

- Paper napkin
- B&B plate Hold the bottle with the right hand, the wine napkin
- Pull screw, foil cutter With the left hand to remove drops from the bottle
- Drop stop neck.

Or
Set a napkin bow around the bottle neck, which will
function as drop stop.
 Red wine glasses are filled up to a ¼ and balloon

glasses only to cover the bottom to fully develop its
bouquet.
 Set the bottle on the plate with napkin on the table

Or on the side table ( gueridon )
“ Chambrier “
 That means to bring wine bottles, which are taken

from the cellar to room temperature.
 Soon enough one puts the bottle in a room which has

the requested temperature.
 Especially aged red wines are treated this way.

Very old red wines are taken already from the cellar a
day .before

Page 1 of 3


DEPARTMENT : Restaurant TASK: Champagne By The Bottle
Champagne by the bottle  According to the champagne order the champagne The correct order to be
glasses are placed on the table. served according to the
guest preference
left, to make place for the champagne glass. Champagnes must be at the
temperature of 8°C
 The champagne glass is then placed where the water
goblet was placed in the original set up (above the The wine glasses are clean
large knife).
The label of the bottle of
 In case of a guest having another drink, the wine is visible
champagne glass is placed to the right of the drink.
The champagne waiter to
 The order of champagne is then picked up from the be professional
bar according to the K.O.T.
 Place the champagne in the wine bucket filled with

half ice and a little water and a white napkin
 The wine bucket is brought into the restaurant with the

unopened bottle of champagne in it and the wine
bucket is to be fixed to the table.
 The bottle of champagne is taken out of the wine

bucket, on to the folded white napkin and then the
dripping water is wiped off.
 The bottle of champagne is presented to the host on

the white napkin with the label of the champagne
facing the guest. This is done from the guest‟s left.
 While presenting the champagne to the host, the name

of the champagne must be announced, e.g. “ this is
your bottle of Dom Perignon, Mr. X

Page 2 of

 Once approved by the host, the champagne is taken

back to the wine bucket.
 The foil is removed from the bottle, put in the pocket

of the server.
 The wire coil is unscrewed while the other hand is

holding the bottle and the thumb is on top of the cork.
 When doing this, remember not to shake the bottle.
 Then the cork is taken out gently, without a sound.
 The cork is put in the wine bucket.
 The neck of the bottle is wiped with the white napkin

and wrapped with the same.
 A little champagne is served to the host from the right

hand side of the host, for tasting (the label of the
champagne must be facing the host while serving).
 Upon approval, serve the ladies first, going clockwise

round the table.
 All champagnes must be served from the right of the

guest.

Page 3 of 3

 Champagne must be poured half of the glass when

serving (the bottle of champagne must not touch the rim
of the glass while serving).
 When pouring champagne, towards the end, remember to

twist the bottle slightly in order not to spill any droplets
on the table.
 The remaining bottle of champagne must be placed in the

wine bucket with the white napkin.
 Whenever the wine glass is ¾ empty, the glass must be

refilled with the approval of the guest, e.g. “May I pour
some more wine?”
 Once the bottle of wine is empty, it should be turned up

side down in the wine bucket.
 Upon approval of the host, another bottle is to be opened

and served.
 Waiters must have a thorough knowledge of Champagne.
 If the guest is not at the table, the champagne is not to be

 When a bottle of champagne is replenished, it is to the

host to taste with a new glass.
 In case the host changes the type of champagne, all

champagne glasses must be changed for the new bottle of
champagne.
 Note: The same procedure to be followed for sparkling

wines.
 Champagne is not served by the glass. In case of an

order, the guest is informed and sparkling wine is served
by the glass.

Page 1 of 1


DEPARTMENT : Restaurant TASK: Beverage Service – Soft Drinks
Serving soft drinks  The bottle or the can of soft drink is picked up from the The order to be served
bar according to the guest‟s choice, with the cover loosen according to the guest
and a high ball glass with a slice of lemon in it. preference

 The high ball glass is then placed where the water goblet
was placed in the original set up (right above the large
knife).
 Pour the soft drink into the high ball till ¾ full.
 When pouring the soft drink, remember to hold the bottle

or can with the label facing the guest and remember not to
touch the glass with the bottle or the can.
 Announce the order while serving, e.g. “This is your

Coke/Pepsi, Mr. X”
 Fix the cap of the remaining soft drink in the bottle and
place it next to the high ball glass, label facing the guest.
 Remember not to serve a slice of lemon/Lime with an

order of Ginger Ale or Fanta/7 Up, instead a slice of
Orange to be served.
 Drinking straws will be served only on guest‟s request.
 If the guest is not at the table, the drinks are not to be

poured until the guest returns

Page 1 of 1
DEPARTMENT : Restaurant TASK: Serving Canned / Fresh Juice
Serving canned or fresh  All fresh juices are made à la minute. To guest to be served
Correctly, what was

juice
The fresh juice is picked up from the bar according to the ordered in a timely
guest‟s choice, in a carafe and a high ball glass. manner
 The water goblet on the table is moved slightly to the left, to

give room for the beverage order.
 The high ball glass is then placed where the water goblet was
placed in the original set up (above of the large knife).
 Pour the juice into the high ball glass up to half of the glass.
 Remember not to touch the glass with the carafe.
 Announce the order while serving, e.g.,”Your fresh orange

juice, Mr. X”
 Place the carafe with the remaining juice next to the high ball
glass with the handle of the carafe to the right of the guest.
 Drinking straws will be served only on guest‟s request.
 If the guest is not seated on the seat, the drinks are not to be
poured until the guest is back.
 During lunch, five kinds of fresh juices are picked up from

the juice trolley and served in a Viva Grande glass using a
beverage tray.
 A small carafe of sugar syrup is served with fresh lime juice

along with a drinking straw.
 A fruit punch is served with a drinking straw.

Page 1 of 1
DEPARTMENT : Restaurant TASK: Beverage Service – Iced Tea/Iced Coffee
Iced Tea/ Iced Coffee  Iced tea is made à la minute. The order to be served

according to the guest
The iced tea glass is garnished with a rim of lime. preference
Points to remember  The order is picked up from the bar in a Napoli Grange
glass, a drinking straw and a small carafe of sugar syrup.

 The iced tea order is then placed where the water goblet
was placed in the original set up (above the large knife).
 Offer to pour the sugar syrup in the iced tea glass.
 Remember not to touch the glass with the carafe.
 Announce the order while serving, e.g. Your Iced Tea,

Mr. X”
 Place the carafe with the remaining sugar syrup next to

the iced tea glass with the handle of the carafe to the right
of the guest.
 If the guest is not at the table, the sugar syrup is not to be

 Iced coffees are served in the same manner and in the

same glass. The only exception being the sugar syrup not
being served.

Page 1
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DEPARTMENT : Restaurant TASK: Beverage Service – Flambe’ Coffee
Flambe‟ Coffee  The order is picked up from the bar according to The order to be served
the guest‟s choice. according to the guest
preference
 All beverage orders are served from the right of
the guest.
 The flambé coffee is served in an Irish coffee

Points to remember glass with a side plate underliner and a cocktail
napkin and a teaspoon.
 All flambé coffees are served in front of the guest
 Announce the order while serving, e.g.”Your

Irish coffee, Mr. X”
 Freshly brewed coffee to be collected from the

still room and given to the barman.

Page 1 of 1

DEPARTMENT : Restaurant TASK: Serving Coffee
Position the gueridon at  Freshly brewed coffee and cappuccino is served and Giving the guest the
the table in question. replenished hot and directly in a coffee cup. All the cups, proper service as he /she
spoons, saucers and sugar trays are placed on a larger Expects at all times
rectangular tray and are brought into the restaurant and
placed on a gueridon which is positioned at the table in
question.
Bring the tray and place it  Each cup is placed on its saucer and is served with the
on the gueridon. Appropriate spoon resting on the saucer beside the cup.
The handle of cup and the spoon is placed such, that they
Are parallel to each other and at the edge of the table, for
a particular cover. If the guest is in the midst of eating,
when coffee is served, the cup and saucer is placed on the
right of the cover.
Place the sugar tray in the  However if the guest‟s cover is clear, place the cup and
centre of the table for Saucer in the centre of the cover. All coffee cups are
guests to help themselves. brought to the table complete, each resting on their
saucers with spoons in place. Brown, soft sugar & white
Serve the coffee as per granulated sugar crystals are presented in covered sugar
standard pots with teaspoons along with fresh milk and coffee
Creamer in milk and creamer jugs, all of which are placed
On a lined sugar tray.
When serving coffee after  Sugar trays are placed in the centre of the table for guests
main meals, ensure to to help themselves and is left on the table until all guests
keep coffee cup refilled Have finished with their coffee and have left the table.
continuously although
charged only once
To serve cookies with Note:

each individual coffee Coffee includes espresso items, regular coffees, double
order except for breakfast espressos and cappuccinos are served in full-sized coffee cups
coffee orders and coffee With teaspoons.
orders preceding a main While espressos are served in the smaller, demi-tasse cups
meal.1 cookie for 1 coffee, with demi-tasse spoons.
3 cookies for 2 coffees,

Page 1 of 1

DEPARTMENT : Restaurant TASK: Service Of Tea
 A tea or a coffee is a  Water to obtained from the boiler at boiling  To ensure that service
re-vitalizer. It is temperature at all times are

important that any tea provided are of high
or coffee order is Wash the tea pot with boiling water and throw out standard and

served within a professional.

maximum of 7 Put tea leaves to the tea egg and insert it in to the pot.

minutes from the time The words you use,
of ordering in In-villa Tealeaves should be put: 1 for the pot and 1 for each your posture when
dining and within 4 person. Ex: for 1 person 2 tsp. of tealeaves, for 2 working also is a part
minutes in The Bar or persons 3 tsp. of tealeaves, for 3 persons 4 tsp. of of the total experience
The Restaurant. tealeaves. for a guest.
 Materials:  Allow it to brew for approximately 4-5 minutes and

serve tea with a pot of hot water and hot milk

Tea tray
tray cloth Pour ½ tea cup with the fresh brew of tea and place
tea pot tea pot on the table handle towards the guest

hot water pot
milk pot Pour milk as per the instructions of the guest

tea cup tea saucer
tea spoon/sugar bowls Inform guest about the hot water in case he/she needs
it and place on the table
 Place sugar bowl on the table. A sugar bowl should

have 6 sachets of white sugar, 3 sachets of brown
sugar and 3 sachets of sweet and low.
PLEASE TAKE CARE:
 To serve cookies with each individual tea order except

for breakfast tea orders and tea orders preceding a
main meal. 1 cookie for 1 tea, 3 cookies for 2 teas, 5
cookies for three teas
 When serving tea after main meals, ensure to keep tea

cup refilled continuously although charged only once

Page 1 of 2

DEPARTMENT : Restaurant TASK: Basic Food Preparation
To learn about basic food Blanch: In the kitchen we have to

Preparation for different Blanching is a cooking process for leaf vegetables use the right cooking
ingredients And for other ingredients a first step method for
Different ingredients
Poaching:
Watched temperatures between 65 – 80 C

Poaching is a smooth cooking process with exact
Simmer:
Simmering is a process at the temperature of 100C or
slightly under.
Steaming:
Steaming is a process with dry or wheat steam,
With pressure or without.
Deep-frying:
Deep-frying is done in a pool of fat with rising or
Stable temperature.
Saute:
We saute ingredients in hot fat under stirring
Or turning around without addition of liquid
Grill:
We grill items on metal sticks which are heated
Through electric energy, gas or charcoal
Gratinate:
Gratinating is a process with items done whereby
Heat source from above is used only
Glacing:
With glacing we steam vegetables, which is covered and
coated with a kind of syrup through mixing the
ingredients
Baking:
Baking is a process with dry heat, without fat
Or liquid

Page 2 of 2

DEPARTMENT : Restaurant TASK: Basic Food Preparation
Vapeur steaming:
This is a process with as little
Liquid as possible Roasting:
Roasting is a process at medium heat, with
Constant addition of fat, without liquid or cover
Braising:
Braising is a process with little liquid, with cover
In the oven or a pressure braising pot

Page 1 of 1

DEPARTMENT : Restaurant TASK: Dairy Products
To understand about Milk: Make sure the proper

dairy - All over the world milk is the most important Quality used,
Products in general, its Food ingredient and it becomes more and more hygienically
daily important. Besides bread it is quite Storage and daily
Delivery, storage and Affordable and contains the most important mice en place control
use in Nutrition. It prevents illness and serves as a
The various ethnic Supply for power and vitality. It contains
cuisines Protein, sugar, milk fat and vitamins.
Fat content: 82%
Yogurt:
- It is available in natural form, as well as drink
and fruit yogurt. We use it for breakfast, for
cakes, pastry, ice cream and chocolates and
for sweet and savory sauces.
Fat content: 8-15 %
Cream:
- Prepared from fresh milk with different fat
Used for dressings, salads, soups, sauces
Desserts, cheese production, cold kitchen
Cream Cheese:
- Cream cheese is usually fresh cheese but as
Well pasteurized available. It is used mainly
For breakfast, cold dishes, salads, dessert
Sandwich spread and diet dishes
Cheese:
- Germany:
Tilsit, Edam, Bavarian Emmenthal, Berg Kaese
Sour Milk Cheese, Butter Cheese,
- France:
Brie, Camembert, Muenster, Roquefort
Reblochon, Bleu de Bresse, Saint Paulin
- Italy:
Bel Paese, Parmesan, Tallegio, Gorgonzola,
Scarmoza,Mozarella
England:
- Cheddar, Red Windsor, Blue Stilton, Cheshire
Wenslydale, Double Cloucester, Huntsman
Sage Derby, Blue Wensleydale
PREPARED BY Boonchong Sritawee APPROVED BY: : Stefan Schmid
Page 1 of 2

DEPARTMENT : Restaurant TASK: Chocolate
HOW TO DO IT
COCOA - Theobroma Cocoa

The food of the god
The cocoa tree originates from the river valleys of Northern South America and was carried north into Mexico
by the Mayas in the 7th century A.D..The word cocoa is Aztec in origin and refers to the tree itself. The seed
of the cocoa tree contains a good deal of fat and protein and would have been a imported food, if eaten in
quantity. Mexican natives valued it enough to use it as a currency.
The first Europeans to see the cocoa bean were probably the crew of Columbus's 4th voyage in 1502,but it was
Cortez the conqueror who brought the first news of the cocoa tree to Europe in 1520.The Spanish leader was
the first in Mexico to prepare a drink of roast cocoa beans ,ground maize ,vanilla and cinnamon. In a book
written in 1565(The history of the world) it is said that Indian fowl(Turkey) and Cavacate (cocoa) have been
unique contribution to the world from the Americas.
In the beginning the drink made from cocoa was not very much liked. Rather it not until it was mixed with sugar
later that it appealed to the European pallet.
THE COCOA TREE

The cocoa tree, named Theobroma Cacao (food of the gods) is an evergreen tree that grows up to 20 feet in
height and produces pods 6 to 10 inches long and 3 to 4 inches in diameter, containing 20 to50 beans, each about
an inch long.
Today it is to be found over the whole of the tropical belt i.e. approx. 20* north and south of the equator. It
flourishes in the most even temperature (approx. 25*C average) with high soil and air humidity. to about 600
meters above sea level.
A handful of different varieties make up the bulk of the world crop, which stands at about 1.75 million tons today
The most important planting areas(approx.3/4 of world production) are:
The Ivory Coast, Brazil, Ghana, Nigeria, Cameroon, Ecuador, Mexico, Colombia, Malaysia, Philippines, Sri
Lanka
The origin of chocolate begins in the heart of a continent, which was not yet called South America. Legend has
it, that the cultivation of Cacao was developed by the third Maya king Hanatipu 1000 BC. The Mayas used cacao
beans as a form of currency.
The cacao trees were first mentioned by Bernadino de Sahagun, a Spanish chronicler and author of the history of
New Spain in 1590. The word cacao derives from the Aztec word “caahuatl” and the word chocolate from the
universal transcription of the Maya “ tchocolatl” or “xocolatl, the world chocolate is an Indian name.
The almond shaped fruit cacanate is concealed in a sort of gourd, almost as a large as a cucumber.They take one
year to ripen. The Indians make a beverage out of it what they call today “ champurado ”.
Average consumption per year/per person is:
10 lbs America, 12 lbs Europe, 22 lbs Switzerland, 18 lbs The Netherlands, 15.5 lbs Germany, England
Chocolate is used either as a drink or like in Mexico, part of savory dishes and recipes.
Of course today used in gourmet shops and
Patisseries around the world for ice cream, cakes
Pastries, pralines, cookies, confect and show pieces

Page 2 of 2

DEPARTMENT : Restaurant TASK: Chocolate
HOW TO DO IT
THE HARVEST AND PROCESSING
Kakao trees bear buds, blossoms and fruit all at the same time. The kakao fruit is long and oval and the beans
are embedded in the fleshy interior of the fruit. Kakao pods are generally harvested all the year round though
most heavily from May to December. In order not to damage the tree, the fruit is neatly cut from the tree and the
stem and then the fruit is gently opened up lengthways
Production of Cocoa
Upon receipt the beans are cleaned off any clinging dirt or foreign bodies by special machines.
The cleaned beans are roasted cracked and then roasted again. The shell breaks off as the bean
is split and the kernel is removed from the hell. Roasting takes place at 120*c for a varying period
to reduce water content and to strengthen and round off the flavour. The roasted kernels are
then ground and milled finely to give us the cocoa mass, which is the basic stuff for the
various cocoa and chocolate products.
When this product is pressed,a large amount of fat called cocoa butter is separated and
pressed cocoa cake is left behind. If the cocoa mass is conched then we get block cocoa.
COCOA POWDER
This is the pressed cocoa cake that has been ground finely with a minimum fat content of 20%.
Sweet cocoa powder is a mixture of sugar and cocoa powder with maximum sugar content of
66-68%.
COCOA BUTTER
This is the fat removed by pressing cleaned cocoa mass.
Very early in its career ,cocoa butter was prized for its resistance to rancidity due to being
very regular in composition which also gives it a sharp melting point due to which the
chocolate changes from solid to liquid very fast
The first step in processing is a brief fermenting of the beans and the pulp together. The next
step is to remove the beans from the flesh and then the beans are fermented in the sun in huge
heaps. After this the beans are dried for 6 to 7 days. During the fermentation and the drying the
bitter taste of the beans is removed, the possibility of germination is killed off and a brown
coloring agent is created on its own. After this the beans are cleaned off, of any clinging flesh
pieces. Then the beans are filled into sacks and are ready for dispatch. In the English parlance
the tree etc.is usually accepted as KAKAO until fermentation and drying is completed and
then the English spelling of COCOA is used.

Page 1 of 1

DEPARTMENT : Restaurant TASK: Beverage & Food, Alcohol
Eau de vin, red and - Advocaat, egg nog liquer, The Netherlands, Alcoholic beverage
white wine, liqueurs, Germany should be used carefully
champagne are mostly - Aquavit, Scandinavia measured and
used in the pastry and - Bacardi, Cuba, Puerto Rico Mixed with the
bakery for desserts, - Calvados, France ingredients
cremes, cakes and torten - Cassis, France - For last minute as
Mousses, petits fours - Cherry brandy, Germany much as possible
and pralines. - Cinzano, Italy
- Cognac, France
They shouldn‟t be - Cointreau, France
boiled up to long and - Curacao, Netherland Antilles
added - Doornkaat, Germany
Last minute whenever - Drambui, France
possible. - Genever, The Netherlands
As otherwise the flavor - Gin, United Kingdom
is lost. They are usually - Grand Marnier, France
dissolved in gelatine and - Grappa, Italy
folded in with sugar. - Kirschwasser, Germany
- Maraschino, Italy
The saucier uses them - Ouzo, Turkey
for sauces and soups - Pernod, France
and to marinate various - Raki, Turkey
meats as beef, veal , - Ricard, France
chicken, - Rum, Caribean
Duck, game and - Sliwowitz, Hungary
seafood. - Tequila, Mexico
The most common are - Vodka, Russia, Poland
white and red wine, - Whiskey, Ireland, Scotland, USA
Marsala wine, sherry,
grand marnier,
champagne
Rice wine, beer and
various liquers.

Page 1 of 4

DEPARTMENT : Restaurant TASK: Fruit
To learn about the most Pineapple, Apple Fresh fruits are playing a
common major role in daily
Fruits used in the Apricots, Avocado kitchen
kitchen, Production and service
Seasonal and available Bananas, Walnuts and are
all year round from Essential for the
around the Pears, Cherimoya necessary
World. Nutrition and vitamin
Dates, Strawberries supply
With well connected On a daily basis.
flights Peanuts, Figs
From and to any parts of
the Grapefruit, Hazelnut
Globe, fresh fruits are
available from literally Blueberries, Raspberries
anywhere anytime.
Kaki, Cactus Figs
Cherries, Kiwis
Coconut, Kumquat
Lime, Lemon
Lychee, Mandarine
Almonds, Mango
Chestnuts, Olives
Oranges, Papaya
Passion fruit, Peaches
Plums, Grapes

Page 2 of 4

HOW TO DO IT
Citrus Fruit
Members of the large citrus group include the lemon, lime, orange, tangerine and
grapefruit as well as more exotic fruits such as the ugli fruit, shaddock, citron and kumquat and hybrids
such as the clementine, tangelo, ortanique and limequat. With their aromatic acidity, citrus fruits are used
in soups, savoury stews and salads and often form the main flavour in desserts such as souffles and
mousses. Invaluable as decoration, their vivid colours complement almost all foods.
Citrus fruits are covered in a thick rind, mainly white pith (called the albedo), which has
a thin colourful outer layer of zest or rind, where citrus oil and most of the vitamins are concentrated.
Tropical yellow and orange citrus varieties usually remain green even when ripe, turning bright yellow or
orange when treated with ethylene gas.
The most versatile member of the citrus family must be the lemon, whose cultivation
goes back atleast 2,000 years. It is grown extensively in the U.S. and Italy, and other large producers
include Greece, Spain, Argentina and Chile. There are two main types of lemon. The common or acid
lemon seen in most markets has relatively few pips and maybe small with a smooth thin skin, and valued
for juice, or large with a thicker, rough skin preferred for its peel. The other type, the sweet lemon, is
grown mostly as a novelty. A good lemon is heavy for its size and perceptible smell.
Lemons have many uses in cooking: a squeeze of fresh lemon juice enlivens many
savoury dishes and particularly sweet dishes, such as American lemon meringue or lemon chiffon pie,
French lemon mousse , British lemon jelly, or Italian lemon tart. In Britain, bread or scones are often
served with lemon curd, a thick paste of lemon, butter, sugar and egg yolks. It often takes place of
vinegar in vinaigrette and marinades and can "cook" thinly sliced raw meat or fish, as in Latin American
Seviche. Lemons may also be preserved in salt or pickled to serve as a condiment, while their sourness is
a useful substitute for salt in special dishes.
Lemon is also used in cooking to prevent the flesh of fruit or vegetables from
discolouring. Lemon slices are an essential accompaniment for a seafood platter, most fried food and
savoury fritters, and many dish coated in breadcrumbs. They are also necessary ingredient of lemon tea.
Preserved lemons are widely used for flavouring fish and meat in North African cookery. Lemon is
included in jams, compotes, lemon curd and chutneys. Lemon extract or flavouring is used in
confectionery and in wines and spirits. It also flavours certain aromatic teas.

Page 3 of 4

HOW TO DO IT
Bright green limes are also full of sour juice and are prepared and treated in the same way as lemons. Tahitian
varieties have a thick skin and juicy pulp, while sour Mexican varieties are smaller with a thin, smooth skin and
yellowish colour. In the U.S., Florida's "key" lime is the most celebrated Mexican variety. Americans enliven
their melon with lime, while in the tropics a squeeze of lime is mandatory with papaya and guava and in Asia
fresh lime juice is often added to curries, pairing well with hot pepper.
In Mexico, limes are often used in place of lemon with cold seafood and fruit salads, as well as in guacamole.
Lime juice is used extensively in desserts, especially those with cream. Lime is smaller, more fragrant, and
juicier than the lemon. The lime is cultivated in tropical countries, including the Ivory Coast, Brazil, and the
West Indies, and is often used in Caribbean and Brazilian dishes, particularly fish or meat stews, marinated
chicken, jams, sorbets, punches and cocktails. The zest is used like lemon zest and will keep for a long time
steeped in castor (superfine) sugar or rum.
Through the centuries, orange trees have been symbols of opulence, and their fruit has become one of the most
important of all fruit crops. The bitter orange, also called the sour, Bigarade or Seville orange, is believed to be
the common ancestor and was the standard orange until the early nineteenth century. Sweet oranges can be
divided into three types. The common orange, used for juice, is a medium sized heavy fruit, with a fine grained
skin. It is often known by varietal names such as Jaffa from Israel, and Valencia, which is grown in Florida,
California, Latin America, South Africa, Europe, Australia but not, Spain.
Navel oranges are characterized by a navel- like depression enclosing a small internal embryonic fruit. They are
seedless and appear from the end of October. THOMSONS, with a very fine smooth shiny skin, have highly
coloured fibrous pulp, not very sour and moderately juicy but with a good flavour. WASHINGTONS, with a
firm rough skin, are juicy and slightly sour. Navel oranges are mainly grown in Italy and have a particularly rich
flavour, reminiscent of berries.
Another variety, the aromatic pineapple orange, is full of pips and is commercially used for juice Blondes are
winter oranges, with pale flesh, coming mostly from Israel(Jaffas). Shamoutis, quite large and with a thick skin
and seeds, have crisp well flavoured juicy pulp. Salustianas, seedless and with grainy peel, are very juicy.
Blood Oranges have a dark red pulp and the skin may be veined with dark red. They are available from
December to April. The Maltese orange, with seeds, is sour, very juicy, and has an exceptionally good flavour.
Moro oranges, with a rough skin, are very juicy.
Late oranges have pale flesh, few seeds, and come mainly from Spain and the southern hemisphere. Valencia
oranges, with or without seeds, have smooth firm skins and are very sharp and juicy.

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HOW TO DO IT
Oranges are widely used in desserts, patisserie, and confectionery, for fruit salads, mousses, dessert creams, jams
and marmalades, frosted fruit, ices and sorbets, fritters, soufflés, filled sponges (orangine), and biscuits(cookies).
The candied peel is also used in numerous desserts & cakes, either as an ingredient or as a decoration. Oranges
form the basis of an equally large range of drinks: syrups,sodas, juice, orangeade, punches, liqueurs & fruit
wines.
Mandarins are small, slightly flat, loose skinned oranges with a sweet taste. Perhaps the best known mandarin is
the tangerine. The Japanese satsuma is a clementine(a bitter orange and tangerine cross) is bright orange red with
a pebbled skin and tangy sweet flavour.
One of the largest citrus fruits is the grapefruit, with a diameter of upto 6 in./ 15 cm. Grapefruit are either white-
fleshed with a yellow rind or pink fleshed with a pinkish blush to the rind. The two differ little in taste, which
depends more on the presence of pips than on colour. Fruits with many pips have a pronounced flavour and are
grown for canning, while the milder, pipless varieties are usually eaten fresh or in salads. Grapefruit juice can be
added to fruit jellies and sorbets, and the flesh suits bitter greens, avocado and fresh cheese. The ugly fruit
resembles a squashed grapefruit with a mottled greenish skin but its flesh is surprisingly sweet and juicy, despite
its discouraging name.
Usually eaten raw, in the Caribbean it is baked in its skin then eaten hot with sugar. The grapefruit tree probably
originated in the West Indies but a large percentage of the world's crop is grown in the southern United States. It
is usually served as an hors d'oeuvre, cut in two, each segment being detached from the skin with a special saw
knife with a curved point. the fruit is also used to make marmalade and the juice is widely consumed as a fruit
drink.
The shaddock( also called pummelo or pomelo) is the largest citrus, resembling a large grapefruit with coarse,
bittersweet dry flesh with a greenish, yellow or pinkish skin. It was brought from southeast Asia to the new world
by a Captain shaddock in 1696. Grown mainly in Thailand
Also rarely seen in the markets is the citron, cultivated for its thick aromatic rind. It is never eaten fresh, but is
often used in marmalade and candied for use in cakes. It is a citrus fruit from China and similar to the lemon. The
fruit is slightly larger than the lemon and pear shaped.
The smallest citrus is the tiny, orange oval kumquat, which originated in the east but is now grown mainly in
Brazil. The fruit has distinctive sweet sour flavour, the sweetness is especially evident in the rind and kumquats
are usually eaten unpeeled. They are deliciously fresh, but may also be candied.

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DEPARTMENT : Restaurant TASK: Ice Cream
HOW TO DO IT
ICE CREAM QUALITY:
Quality implies a clearly produced ice cream of acceptable flavour, body and texture. The composition of the
product and the ingredients used be within the parameters and the limits set by the food laws prevailing in the
country.
The desirable physical properties of the ice-cream should be defined mainly in terms of the texture as it is eaten.
The consistency should be creamy and air content should finely distributed. There should be quick melting effect
on the palate, without greasiness or gumminess, and with no gritty or icy sensation as the ice cream warms up, it
should have a tendency to retain its shape, and as it melts, a creamy and not a watery serum should be formed.
Flavour acceptability is governed by the quality of the ingredients used e.g. Fruit, chocolate and nuts as well as
added flavours. The basic flavour must come from high quality milk and cream.
Smoothness: It is in relation with the size of the ice crystals formed in the product and therefore ice cream must
be quickly frozen and churned during the preparation. The eggs and stabilizers added to the mixture also helps in
smoothness.
OVERRUN: It is an increase in the volume due to the incorporation of air during churning and addition of air
and cream. E.g.:- When 1 lit of ice cream mix increases in volume by 1 lit then the overrun is 100% .An ideal
overrun should be of around 75-85% Less will make it heavy and more will make it frothy and lack in flavour
.Some manufacturers produce only an overrun of 25-30%.
VOLUME OF ICE CREAM - VOLUME OF MIX X 100 = OVERRUN%

VOLUME OF MIX
PREVENTION OF FOOD ADULTERATION ACT DEFINES ICE -CREAM AS FOLLOWS :

PFA RULE A 11.02.08
The frozen food obtained from cow or buffalo milk or a combination thereof or from cream and/or milk product
with or without the addition of canesugar(dextrose, liquid glucose and dried liquid glucose), eggs, fruits, fruit
juices, preserved fruits, nuts, chocolate, edible flavours and permitted food colours. It may contain permitted
stabilizers and emulsifiers not exceeding 0.5% weight. The mixture should be suitably heated before freezing.
The product shall contain not less than 10% milk fat , not less than 36% total solids, except that when any of the
aforesaid preparations contains fruits or nuts or both the contents of milk fat shall not be less than 8% by weight.
Starch may be added to a maximum extent of 5% under the declaration on a label as specified in the sub rule (2)
of rule 53. The standards of ice-cream shall apply to “softee” ice cream.
Imitation ice cream known as Mellorine are made in various parts of the world. Mellorine is cheaper than ice
cream because of substitution of milk fat with vegetable fats and oils. Other than this change, mellorine has
approximately the same composition as ice cream.

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HOW TO DO IT
ICE-CREAM DEFECTS AND THEIR PROBABLE CAUSES
CRUMBLY,BRITTLE,SHORT, FLAKY, EXCESSIVE OVERRUN

SNOWY
GUMMY,PASTY,STICKY TOO MUCH STABILIZER,VERY LOW
TEMPERATURE FREEZEER,TOO MUCH SUGAR
SHRUNKEN TEMPERATURE FLUCTUATION IN STORAGE,
LOW MILK SOLID CONTENT
SOGGY,HEAVY,DOUGHY HIGH SOLIDS CONTENT, LOW OVERRUN
WEAK, WATERY LOW SOLIDS CONTENT

BUTTERY, GREASY EXCESSIVE FAT DESTABILIZATION
FLAKY, SNOWY LOW SOLIDS , LOW STABILIZER CONTENT
FLUFFY, FOAMY, SPONGY LARGE AIR CELLS, POOR CONTROLLED
FREEZER, EXCESSIVE OVERRUN
LUMPY, GELATIN LUMPS INADEQUATELY DISPERSED INGREDIENTS
SANDY, GRITTY LARGE LACTOSE CRYSTALS, HIGH CONTENTS
OF MILK SOLIDS, ESPECIALLY WHEY,
FLUCTUATING STORAGE TEMPERATURES
COARSE, GRAINY,ICY, ICE,PELLETS, TEMPERATURE FLUCTUATIONS IN STORAGE
SPINY LEADING TO LARGE ICE CRYSTALS,
INADEQUATE REFRIGERATION AT FREEZER.
STEPS INVOLVED IN THE PROCESSING OF HARD ICE CREAM

Ice cream is a complex system in which the stable mixed emulsion of four phase system fat-water-ice-air, must
be balanced and protected from breaking and separating.
MIXING AND PASTEURIZATION:

After weighing or metering by volume, the ingredients are heated together in a jacketed tank with strong
agitation so as to form a core emulsion with large fat globules of up to 15 grams in size. Pasteurization treatment
may be carried out in mixing tank or in a separate plate heat exchanger. During homogenization, the mix is
converted into a true emulsion with a fat globule size of less than 2gms. For efficient homogenization the fat
phase should be completely liquid and hence a temperature near pasteurization temperature is preferred.
Homogenization of ice-cream mix is normally carried out at a pressure of 140 to 210kg/cm2. At the end of this
treatment, it is often found that small fat globules cohere in clumps, resulting in a viscous mix with poor
processing properties in subsequent stages. A second homogenization at the lower pressure such as 35kg/cm2 is
used to break up the clumps.

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HOW TO DO IT
COOLING:
The emulsion is immediately cooled to 4 degrees centigrade using a heat exchanger or to supper cool if fat is
present.
AGEING:
The cooled emulsion is usually stored in a thermostatically controlled vessel for 2 to 8 hours because such ageing
improves freezer performance and produces better ice-cream structure. During ageing the stabilizer hydrates
fully and increases the viscosity of the emulsion.
The importance of ageing will vary with different stabilizers. Absorption of protein to fat globule surface
continues. Significant improvement in texture is noted.
FREEZING:
Ice cream is offered for sale in two forms:
1. As hard ice-cream which has been frozen in a continuous freezer and is then either extruded, shaped and
packed in small individual portions and in bulk containers up to 3 gallons in size. The final processing step
for all these is hardening in a low temperature cold store at -30 to -400C and use of refrigeration distribution
system.
2. As soft ice cream which is frozen in small batch freezer situated at the retail outlet. Ice-cream mix for this
type of operation is provided as a pasteurized mix which has been stored at 40C after manufacture, or from
cans of UHT mix which may be stored at room temperature, or from a powdered mix which is dispensed in
water or milk before being placed in the freezer.
Freezing is carried out continuously in a scraped surface heat exchanger at a very low temperature of -220C to -
250C for a short time and under high agitation. Ice cream mix and the air in the desired proportion are pumped
successively through the freezer.
For soft frozen ice cream , which is immediately consumed, 5-6 hr. freezing at comparatively higher temperature
is used.
HARDENING AND STORAGE:

The temperature must be reduced after freezing until about 80% water is frozen. This freezing should take place
quickly to avoid the formation of large crystals which cause coarseness. Normally this is achieved by storage at -
400C for about 30 minutes.

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HOW TO DO IT
FUNCTIONS OF SOME OF THE INGREDIENTS:
SUGARS: Sugar content represents about half the total solids of the ice cream mix and includes lactose naturally
present as a constituent of mix. Sugars acts as sweetening agents, depress the freezing point of the mix, influence
the consistency of the continuous phase, and to some extent the ice crystals size and lactose crystallization of the
frozen ice cream.
STABILIZERS: Gelatin was the first stabilizer used in ice cream manufacture . Since then a number of
polysaccharide stabilizers have become available. These include Sodium carboxy methyl cellulose, micro
crystalline cellulose, sodium alginate , carragenan, agar, pectin, xanthan gums, carrobean and guar gum. They are
often used in mixtures.
Stabilizers perform several functions in ice cream. They increase the viscosity of the continuous phase, there by
contributing to eating characteristics such as body and creaminess. They regulate the development of ice crystals
and thereby give a smooth textured ice-cream.. During the inevitable temperature fluctuations, encountered in the
storage, transport and distribution they minimize the development of large crystals and the undesirable coarse
structure. They thicken the aqueous phase and modify the crystallization of ice.
ANTIOXIDANTS: The ice cream is commercially stored for a long period of time , therefore the manufacturers
add antioxidants to the ice cream mix to prevent oxidation. Vitamins, tannin, oat flour is used mainly.
EMULSIFIERS: For keeping the mixture a homogeneous mass the ice cream needs to emulsified, so it prevents
crystal formation during freezing. Egg yolks, citrates, mono/diglycerides from fats and oils, stearates and oleates
are used for emulsification of the ice cream.
ICE CREAMS ARE DESIGNATED ACCORDING TO
 PHILADELPHIA ICE CREAM--> Uncooked mixture of thick cream sugar and flavorings.
 FRENCH ICE CREAM--> Cooked mixture of milk sugar and flavorings with whipped cream.
 AMERICAN OR PLAIN ICE CREAM--> Similar to French ice cream but may contain corn starch /flour or
gelatin instead of eggs for thickening.
 ITALIAN ICE CREAM--> Similar to American ice cream.


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HOW TO DO IT
CHEMICAL COMPOSITION OF VARIOUS ICE CREAM
Ice cream and frozen Ice Cream

custard
Ingredients 10% fat 12% fat 16% fat cone Ice milk
Water 63.2 52.1 62.8 8.9 66.7
Calories 193 207 222 377 152
Protein 4.5 4 2.6 10. 4.8
Fat 10.6 12.5 16.1 2.4 5.1
Carbohydrates 20.8 20.6 18 77.9 22.4
Ash 0.9 0.8 0.5 0.8 1
Calcium(mg) 146 123 78 156 156
Phosphorus(mg) 115 99 61 198 124
Iron(mg) 0.1 0.1 trace 0.4 0.1
Sodium(mg) 63 40 33 232 68
Potassium(mg) 181 112 95 244 195
VitA(intl.. units) 440 520 660 trace 210
Thiamin(mg) 0.04 0.04 0.02 0.05 0.05
Riboflavin(mg) 0.21 0.19 0.11 0.21 0.22
Niacin(mg) 0.1 0.1 0.1 0.5 0.1
VitC(ascorbic acid)(mg) 1 1 1 trace 1
CLASSIFICATION OF FROZEN DESSERTS AND ICE CREAM
 ICE CREAM: It is a smooth frozen mixture of milk, cream, sugar, flavouring, eggs, and colouring. Some ice
creams such as Philadelphian style does not contain eggs. While the French style of ice creams contain egg
yolks. The egg add richness and helps to make the product more smooth since it has emulsifying properties.
 ICE MILK: It is like ice cream but with a lower butter content , while frozen it contains yoghurt in addition
to the milk and cream.
 SORBET: Sorbet and ices are made from puree of fruits and fruit juices and sugar. Some sorbets also are
flavoured with wines, liqueurs. American sorbets however contain some amount of milk and cream and egg
white to increase the volume and texture. While water ice contains only fruit juices and sugar with water.
Granite coarse crystalline ice made from fruit puree, egg white, sugar.
 FROZEN DESSERTS: Frozen souffle and frozen mousses are made like bavaroise which has cream and egg
whites and folded into to give them lightness which allows them to be still frozen in ordinary FREEZER

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HOW TO DO IT
ICE - CREAM
INTRODUCTION
Popularity of frozen food namely ice cream needs no introduction or explanation because it is one such food item
which is liked and wanted by young and old alike and is popular like certain foods all over the world. In present
times there have introduction of so many new flavours and combinations made from basic ice cream that it has
become one of the major profit making items on any menu-card . It has also an advantage that it can be prepared
in advance and can be stored for a longer period of time. Over the years, more and more frozen food parlors and
establishments have mushroomed in a very short time and is attributed to the fact that it is getting increasingly
popular.
A wide range of dessert are created by simply freezing . Sorbets made of simple combinations of fruit juice or
puree, wine, or liqueur, plus sugar and various flavourings; and rich mixtures based on eggs, milk, cream. Of the
latter custard based ice creams made of milk and thickened with egg starch but even richer mixtures are used for
parfaits, frozen soufflés, bombes and other frozen creations.
The key to good sorbet and ice-cream is the smoothness, the ice crystals that form naturally during freezing must
be fore stalled. This is accomplished by stirring the mixture continuously usually by machines. The higher the
proportion of water, the more ice crystals form and therefore the more thoroughly it must be stirred. This is why
sorbets, particularly those based on wine or fruit juices rather than fruit purees are quite hard to make . On the
other hand very rich mixtures such as parfaits and bombes with a high proportion of eggs and cream freeze
smoothly without stirring at all. Good sorbets and ices should be lightened by further adding beaten eggs and/or
meringue half way through freezing while parfaits and bombes are lightened with beaten egg whites and whipped
cream. It increases bulk by adding air as can be seen by weighing equal volumes of home made and commercial
ice-cream.
When making any mixture to be frozen , bear in mind that taste is blunted by cold , so flavours must be
concentrated with a bit of lemon juice or alcohol as well as plenty of sugar. Especially fruits like passion fruit,
citrus fruit and cherries. For ice cream the straight forward tastes of vanilla, chocolate, and coffee are still
preferred , together with crushed nut mixtures such as praline or candied fruits macerated in liqueur. Ice cream
may also be tinted with food coloring but with discretion mint and pistachio ice cream are appealing when tinted
palest green, and sour fruits may need picking up with pale pink color.


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HOW TO DO IT
History
The history of ice cream is linked with that of gastronomy and refrigeration. The Chinese knew the art of
making iced drinks and desserts long before the Christian era. They taught this art to the Arabs, who began
making syrups chilled with snow , called sharbets (hence the words „sherbet‟and „sorbet’).
At the court of Alexander the great, and later under Nero, fruit salads and purees were served, with honey and
snow . It was not until the 13th century however , that Marco Polo brought back from the East the secret of
cooling without ice , by running a mixture of water and saltpetre containers filled with the substance to be
cooled. Thus the great fashion for water ices began in Italy.
When Catherine de‟Medici arrived in France to marry the future Henri II , she introduced iced desserts to the
court, among other culinary novelties but the Parisian public only discovered them a century later, when
Francesco Procopio opened a cafe. People went there to read news-sheets, discuss politics and literature and
above all to sample drinks and delicacies, among which there were ices and sorbets(sherbets) that soon became
all the rage. Procope(as he was now called)was soon imitated by his colleagues: in the 18th century, 250
limonadiers were selling ices in Paris, but only in summer. In about 1750 Procope‟s successor, Buisson, had the
idea of selling ices all year round. The fashion at the time was to walk under the arcade of Palais-Royal where the
fashionable cafes sold their iced specialties, but these were still of poor quality.
Around 1775, ices became more delicate in flavour, richer, and with more body, so that they could be moulded
into different shapes. Ices made with milk, cream , and eggs appeared. In fact they had been discovered in 1650
by a French cook of Charles I of England, who paid him to keep his method secret. The end of the 18th century
saw the great fashion for fromages glaces .The manufacture of ices continued to develop .The ice bombe
appeared and it became customary to serve it during any meal of any significance.
Two Italians, Pratti and Tortoni were especially famous for their fine ices; in particular, Tortoni launched the
iced sponge cake in 1798. Under the Second Empire the surprise omelet was invented, then the first coupes,
mousses, and parfaits. Ices were served at the end of the meals, and also at became common during balls and
reception. Very refined blends of flavours were invented (apricots and wild cherries, Mignonne peaches,
Malmsey wine from Alicante, angelica liqueur, the yolks of finch eggs, sugary melon, hazelnuts and mint
liqueur, green tea and citron juice, pistachios and peach juice, etc., according to the recipes in the Preceptoral des
menus royaux of 1822).
By the beginning of the 20th century , itinerant ice cream vendors were already selling in the streets .The United
States have been particularly inventive as regards the ice cream industry. Ice cream soda was invented in
Philadelphia the hub of ice cream manufacturing in US. Ice cream cones, portables and self contained originated
in 1904 World‟s Fair in St. Louis in US.
Ancient recipes were gradually modified and adapted to the needs of industrial manufacture. Nowadays
stabilizers are included , such as edible gelatin , egg white, agar, agar and carob.

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HOW TO DO IT
TYPES OF ICE-CREAM:
BAKED ALASKA:- It is a piece of cake on which vanilla ice cream is served which is garnished and topped
with egg white, and gratinated.
BANANA SPLIT:- Vanilla ice cream in between length wise cut banana in a boat shaped dish served with nuts
COUPE :- Fruit confection and ice cream served in individual containers of either glass or porcelain. E.g. Coupe
Andalouse Orange segments macerated in Curacao in the coupe with lemon ice orange segments & whipped
cream.
BOMBES GLACEES :-Layered ice cream in a semispherical bullet shaped mould with liqueur & nuts in the
centre
CASSATA :- Multi flavoured ice cream lined the half sphere mould centre with mixture of nuts , candied fruits
macerated in kirsch / maraschino. Italian meringue and whipped cream chopped nougatine or chopped chocolate.
GRANITA :- This is a sherbet made of two-thirds sugar syrup and one -thirds raspberry, strawberry, and red
currant puree or pure lemon juice and kirsch are added and the mixture is adjusted to register 17 to 18 O baume.
This mixture is frozen as sorbets.
MERINGUE GLACE:- A dipper of ice cream is placed between two meringue shells. the meringues are
arranged on the dish and garnished with whipped cream.
OMLETTE SUPRISE :-Like Baked Alaska served with poached fruits, cherries.
PEACH MELBA :- Ripe soft peaches with white flash are blanched in boiling water for a few seconds
refreshed. Peeled arranged on a dish on good layer of vanilla ice-cream & covered with sweetened raspberry,
sliced almond
PARFAIT :- Very rich mixture that can be frozen successfully containing large amounts of cream eggs and
sugar. Requires to be kept frozen till service time.
SUNDAE :- plain ice cream served in a silver or glass champagne glasses. Attractively combined with poached
/fresh / syrups whipped cream etc.
Eg. Denise sundae - mocha ice cream liqueur chocolate and whipped cream
PROFITEROLE :- choux pastry filled with ice cream

Page 1 of 5

DEPARTMENT : Restaurant TASK: Italian Cheese
HOW TO DO IT
Italy the is a country which is naturally blessed with an ideal atmospheric conditions, making it ideal for the
growth of the maturing and ripening of cheeses.
The various types of Italian cheeses are :
 Astago d’allevo ---- A firm semi hard cheese, weighing 18 to 26 pounds (8-12kg). It originates from the
Alpine plateaus and has small and mid sized holes. Straw yellow, in color, with a tangy taste after nine
months; used mostly for grating when older.
 Assuage presto ---- Semi- cooked and pressed, young, milky cheese from Vicuna and Trento. Available
medium-fat or full-fat.
 Bell Apes ---- Soft cheese made from pasteurized milk since 1929. Soft and yellow it is very mild.
 Caciocavallo ----Hard cheese made from cooked pasta fillata. Widely available in central and southern
Italy. Smooth, often golden yellow and a mild cheeseboard cheese. When mature it can be grated, fried or
broiled, mixed with rice, egg or vegetables.
 Caciotta ---- Small, full, semi-hard cheese from Central Italy; often made from cow or sheep‟s milk. Thin
rind, mild.
 Crescenza ---- Fresh, uncooked, full-fat soft cheese without a rind. Soft, homogenous texture, with a fresh,
mild taste.
 Flore sardo ---- A Sardian specialty: raw, hard cheese from sheep‟s milk, weighing 3 to 9 pounds (1.5 to 4
kg). Deep yellow or nut coloured rind. Mild if ripened for up to 6 months : if matured for a longer time, it has
a stronger taste and is mostly grated.
 Fontina ---- Cheese from Aosta Valley made from full cream milk and has an orange rind and a soft, meaty
texture and is very creamy.
 Grana pedono ---- Medium fat cooked hard cheese with slow maturation. Counyer part of Parma from the
Venetian and Lombardy side of the plateau. It has a dark golden yellow rind, stamped with the manufacturer
name. Used for grating, but also as a cheese board cheese with a strong aroma.
 Italico ---- Fat soft cheese from Lombardy in the style of the famous Bel-Paese. Matures for 20 to 40 days,
with a very thin smooth rind. It has a soft and elastic texture, with a buttery mild taste.

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HOW TO DO IT
 Marzoino ---- Sheep‟s cheese produced in Tuscany with a mild to tangy taste. Also available made from a
mixture of sheep‟s and cows milk.
 Mascarpone ---- Cream cheese made from real cream and is often used instead of the real cream.
 Montasio ---- Full- fat, cooked, pressed cows cheese from the plateaus and the Alps of Friuli and Veneto.
Used on the cheese board as a tangy cheese. If matured for five months or lessit‟s real fruity or otherwise
grated.
 Paglletta ---- Soft cheese from Piedmont.
 Percorino romano ---- Cooked fat cheese from full-fat sheep‟s milk hard, and is matured in tall cylinders,
mostly about 37 pounds (17 kg) in weight. Matures for at least five months. It comes from Sardinia
(Percorino sardo) and the area around Rome. Used for grating if matured and on the cheese board if younger.
Large quantities are exported.
 Pecorino siciliano ---- Uncooked, yellowish white cheese made from sheep‟s milk, only produced in Sicily .
It has a strong taste.
 Provolone ---- Semi-hard cheese from pasta-fillata, which takes on an elastic consistency when droped in
boiling water. Bound with sting into the shape of a pear, melon or sausage and hung upto mature.
 Ragusano ---- Sicilian hard cheese from pasta - fillata. Served as a mild cheese board cheese when young ;
has a full bodied taste when matured.
 Scamorza ---- Pear-shaped cheese from cows milk with a thin, smooth rind. Also made mixed with sheeps
milk.
 Taleggio ---- Full- fat soft cheese in a classic brick shape. Produced in Lombardy, Piedmont and Veneto,
with a reddish, soft and a mild taste.

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Page 3 of 5
HOW TO DO IT
Besides these cheese there are some of the major cheese that are promient world-wide. These cheese are the most
common and as such deserves special mention. They include :
 Ricotta ---- An Italian fresh unripened cheese made from the whey of the cow‟s milk. It is smooth and mild
tasting and is used in a variety of sweet and savoury dishes, including pizzas. It is packed in various shapes
and sizes.
 Mozzarella ---- An Italian unripened curd cheese originally made from buffaloes milk, but now obtained
exclusively from cow‟s milk. Made in various shapes, such as round and slabs, it is also packed shredded. It
is a soft cheese with a rather moist texture. It has a mild, creamy taste and is widely used as a cooking
cheese- in pizzas lasagne and toasted sandwich.
 Pecorino ---- These are cheeses called “Pecorino” all over Italy. Nobody actually stipulates how and from
which kind of milk, farmers or dairies should make it, meaning that many different versions of Pecorino can
be found ranging from fresh to ripe, and from mild to mature. In principle, however Pecorino is a hard cheese
made from sheep‟s milk. It is therefore hardly surprising that it‟s most well known representatives come
from Central and Southern Italy, and from Sardinia and Sicily, where the largest flocks of sheeps graze.
Rennin is added to the milk so that a soft gel is quickly formed. The cheese maker usually cuts the curd until it
is the size of wheat germ. This is then heated to just under 122*F(50*C). The mixture is poured into basket
work cylinders which are woven in Sardinia.
Pecorino takes 8 months to mature during which time it is

regularly washed with salt and water and turned. Once matured, the rind is oiled; this is mostly hard and dark.
The cheese itself is light in colour, with a grey tinge, and tastes pleasantly tangy. The most famous types of
Pecorino are Pecorino Romano, Pecorino Toscano, Pecorino siciliano and Pecorino Sardo. The young
Pecorino is popular as cheese boards, whereas when matured it is grated. It Southern Italy Pecorino is used
instead of Parmesan

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HOW TO DO IT
Parmesan
The most famous of all Italian cheeses which as Parmesan has countless imitators has been produced using the
same method for several centuries. One even suspects that known to the Etruscans to qualify for a guaranteed
certificate of origin. This cheese can also be produced in a stipulated are which encompasses the provinces,
Parma and Reggio Emilia, Modena Mantua on the right bank of the river Po and Bologna, on the left bank of the
river Reno.
There are also rules set up to secure the high quality of Parmigiano- Reggio, the main one being that the cows
either be put out to graze on a meadow or be fed not on silo cattle fodder but on alfa-alfa. The milk from the
evening‟s milking is left to stand overnight, and the next morning the cream is skimmed off. Then together with
the mornings milk it is poured into the traditional bell-shaped copper vats. Whey is added to it from previous
cheese making processes as a fermentation serum. Stirring occasionally the cheese maker heats up the milk to
91*F(33*C) in order to add rennin- calves stomach enzymes to it.
The milk curdles after 12-15mts. The curd, the cagliata is broken with the spino(a spike), until the size is that of
a wheat germ. The cheese maker now gradually reheats the vats to 113*F(45*C), and then more fiercely to
131*F(55*C). After the heat has been turned off the cheese mass settles to the bottom of the vat and is removed
with linen cloth. Still in the cloth the cheese is deposited in wooden or metal moulds, fasceri. It is lightly
squeezed to accelerate the discharge of the remaining whey. A few hours later the cloth is removed and the
stencil is pressed onto the cheese, labelling with Parmigiano- Reggio, mark of origin and date of production.
The cheese remains in this mold for a few days, after which it becomes a solid slightly bulbous cylinder. This is
left in a salt solution for 20-25days after which the cheese is then sun dried for a short period of time and then
finally moved to the store(cascina).Lying on stable wooden shelves the cheeses mature slowly, during which they
are regularly turned and brushed. It is mostly at the end of the year that the cheese maker transfers his annual
production to specifically built storerooms. These stores can hold between 50,000 to 100000 cheeses and usually
belong to banks or cooperatives which also provide some financial support.
Each year the region produces 90.000 tones of cheese, ie; 2.4 million cylinders of Parmagiano-Reggiano for
which they use 40,00,000 gallons of milk; two gallons of milk are needed to make one pound of this excellent
cheese. Parmesan belongs to the category of medium fat cooked hard cheese. It is made between April 1 to
November 11 through a completely natural process and must last until at least till the end of summer following
the year of production.

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HOW TO DO IT
The typical characteristics of Parmesan are :


Weight: Between a minimum of 50 and a maximum of 100 pounds(24-44kg).

Diameter: between 14-18 inches(35-45cms).

Height: Between 7-9.5inches(18-24cms).

Rind thickness: About 0.25inch(6mm).

Fat content or dry matter: At least 32%.

Colour: Light to straw yellow.

Structure: Fine grained and scaly, with minute barely visible holes.

Aroma: Mild and full bodied.
Age: Fresco(Fresh)- less than 18 months
7 Vecchio(mature)-18-24 months
Stravecchio (Very mature)- 24-36 months.
Gorgonzola: Originally only produced in the little town of the same name near Milan. Gorgonzola is today made
in the provinces of Lombardy and Piedmont. It‟s basic ingredient is full cream and pasteurized milk. Milk is
heated to a temperature between 82*F-92*F(28*-32*C), and curdled using cow‟s rennin.
Milk enzymes and spores of penicillium Glaucum, a special mold are added to the milk with the rennin. Once the
curd and whey have been separated the cheese is poured into moulds of 10-12inch diameter, salted and left to
settle for 2 weeks.
To allow the blue veining to spread to it the cheese is punctured with long, high grade steel needles, first from
one side and then from the other a week later. In special stores where the temperature and humidity corresponds
to that of the natural caves of the Valsassina valley. The cheese matures for three months producing the
 Bianco: very young, before the blue veining starts.

following grades;
 Dolce: slightly marbled and very mild.

 Piccante: with developed greenish blue veins and a characteristic strong taste.
Gorgonzola should be stored in a cool place, but eaten at room temperature to allow it‟s full aroma to be
appreciated.
CONCLUSION : Italian cheeses are one of the most famous cheeses of the world and it can be had as
an accompaniment with starting from the main course to even the dessert. All the more that Italian cheeses
can also be enjoyed as a separate course on their own.

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DEPARTMENT : Restaurant TASK: Pasta, Dumplings, Rice
To prepare the different Anellini, in broths Noodles:

basic sauces and their 400g flour
extended recipes. Bucatini, with pesto and pancetta 100g semolina, cream of
wheat
We differ between Capellini, angel hair, in broth and tomato sauce 5 EA eggs
- pasta dishes 1 EA egg yolk
- gnocchi dishes Farfalle, butterflies, simple oil and tomato sauces olive oil, water
- corn dishes Bavarian dumplings:
- whole wheat dishes Fettuccelle, little ribbons, with cream sauces 400g flour
100g semolina, cream of
Cooking of pasta: Gnocchi, in butter sauces wheat
- Cook pasta in lots 5 EA eggs
boiling Linguine, with pesto, oil and clam sauces 100g milk
Saltwater, 1:5 100g water
- 100g salt per 1 ltr Lumache, use with ragu, tomato and buttersauces 10g salt, nutmeg
water Ravioli dough:
- Add vegetable oil to Macceroni, with ragu, tomato sauce 600g flour
Prevent foam of 5 EA eggs
protein Penne, with chunky tomato sauce, meat sauce 50g sun flower oil
- Pour into strainer 100g water
and Rigatoni, with meat,-sausage,-tomato,-vegetable Potato gnocchi:
Onto tray, mix with sauces 1200g potatoes, cooked
oil with skin
As soon as “al Spaghetti, with oil based, meat and tomato sauce 200g flour
dente” 3 EA eggs
- Cook pasta a`la Tagliatelle, with cream sauces salt, pepper, nutmeg
minute Risotto:
As much as possible Vermicelli, with butter, cheese & tomato sauces 50g olive oil
150g onions, chopped
Golden rule of pasta: Ziti, for soups, ragu, meat & vegetable sauces 2 EA garlic, chopped
- Never overcook 600g vialone rice
- Never overdrain Freshly made pasta dishes: 1,8 L beef stock
- Never oversauce - Ravioli 150g white wine, butter
- Never overuse - Canneloni bay leaf, grated Swiss
spice/seasoning - Tortelini cheese
- Use best quality, - Lasagna
Freshest ingredients - Anolini
- Pansotti
- Agnolotti

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DEPARTMENT : Restaurant TASK: Pizza
HOW TO DO IT
The pizza has become a universally popular food, in every form from the genuine article-thin,
crisp and oven baked - to frozen and fast food pizzas slices. The delightful aroma of freshly baked
pizza topped with tomatoes, fresh herbs and cheese rarely fails to have a mouth- watering effect.
History Of The Pizza
Although there is much speculation about where pizza in its simplest form was first invented, it
is usually associated with the old Italian city of Naples . It was then a simple street food, richly
flavoured and quickly made. It was not always round and flat as we know it today, but was originally
folded up like a book, with the filling inside, and eaten by hand. Pizzas were usually sold on the streets
by street criers who carried them around in copper cylindrical drums kept hot by coal from the pizza
ovens.
The word 'pizza' actually means any kind of pie. The classic Napolitana pizza is probably the
best-known of the many varieties. This consists of a thin crust of dough topped simply with a fresh
tomato sauce, mozzarella cheese, olives anchovies and a sprinkling of oregano. When baked, the
flavours blend perfectly together to give the distinctive aromatic pizza. Another classic is the 'Margarita'
pizza, named after the Italian Queen margherita . Bored with the usual cuisine when on a visit to
Naples, she asked to sample a local speciality. The local 'piazziaolo ' created a pizza in the colours of
the Italian flag- red tomatoes, green basil and white Mozzarella. The Queen Was delighted, and it
became widely celebrated.
Fortunately for the busy cook, pizzas are an easy food to chill or freeze, ready to be cooked on demand.
There is a wide range of ready-made pizza bases as well as dry mixes which only need the addition of
water before they are ready for kneading and baking
THE PIZZA BASE
Although making your own base can be a little time consuming, the method is very straight
forward, and you end up with a delicious home baked dish, as well as a sense of achievement. The
ingredients are very basic:
YEAST There are three types of yeast available: fresh, dried and easy blend. fresh is usually
found in health food shops and is not expensive. Buy in bulk and freeze in 15g quantities ready to use
whenever needed.
FLOUR: Traditional pizza bases are made from bread dough, which is usually made with strong
plain bread flour. Whole meal flour may also be used, a handful of wheat germ or bran is added at times
for flavour, fibre and appeal.
OIL: For the best flavour always use a good quality olive oil, such as extra virgin.

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DEPARTMENT : Restaurant TASK: Pizza
HOW TO DO IT
TOPPINGS
There are a number of classic ingredients that can be used regularly in pizza toppings. These
include tomato sauce, olives, anchovies, capers, mushrooms, ( bell ) peppers, artichokes and chilies as
well as cheese and herbs. Be adventurous and experiment, but don't be afraid to stick to simple
combinations of just two or three ingredients. The simplest pizzas are often the most delicious and
memorable as the flavours don't fight each other.
SUCCESSFUL BAKING
The Secret of a crisp, chewy base is to bake at a very high temperature for a short time as
possible. Traditionally, pizzas are cooked in special ovens on a stone hearth. A large peel or paddle is
used to slide in and out. Baking on a pizza stone produces the best results at home. Alternatively, use a
baking sheet or a perforated pizza pan- the holes allow the heat and air to reach the centre of the base,
resulting in a crisp, evenly cooked crust.
Always push up the edge of the dough to form a rim to prevent the topping from spilling over
while it cooks.
As pizza slices are easy to eat by hand, they make great party food.
Crisp salads, coleslaw and garlic bread are ideal accompaniments and help to make up a
balanced meal.
Because of their rich flavour pizzas are best served with Italian table wine such as Valpolicella,
Chianti or a well- chilled Frascati. Beer too goes well with pizza. Follow a pizza meal with a refresher
dessert such as fresh fruit salad, sorbet or ice-cream.
Four seasons: traditional pizza on which the toppings are divided into four sections to depict a
season of the year. Calabrian pizza: Traditionally this pizza

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DEPARTMENT : Restaurant TASK: Fish & Sea food
To learn about fresh Saltwater fish: To use seasonal fish and

and seafood, preferred from
Saltwater fish and - Tuna fish, pomfret, mackerel, yellow tail, local supply and for special
stingray, flounder, mullet, snapper, sea bream, Arrangements from
seafood.
shark, grouper, hammerhead shark, barracuda overseas
catfish, milk fish, sea eel, turtle, sharp nosed To reduce and cut costs.
To understand its daily
shark, lizard fish, milk fish, mahi mahi (dolpin)
use, To use preferable fish and
Pricing structure and - herring , sword fish, sole, turbot, sardine, Seafood from farmed
value sources.
In the menu selection.
Freshwater fish:
To get to know the
various - Trout, carp, perch, river catfish, snakehead,
Preparation/conserving Spiny eel, sheatfish, striped catfish, salmon
methods of Rainbow trout, brochet, sturgeon, river sole
Fish and seafood: River eel,
Crustacean:
- Freezing
- Smoking - Lobster, spiny lobster (langouste) , prawns
- Salt/Seasoning Shrimps, tiger prawns, crab, crayfish,
- Drying/sun drying Maroons,
- Marinating
- Sterilizing Shellfish:
- Oyster, mussels, clams, sea urgin, octopus,

squid, baby squid, scallops, snails,
sea cucumber

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DEPARTMENT : Restaurant TASK: Snails-Oysters-Clams
HOW TO DO IT
Edible snails
Antoine Careme (1784-1833), was responsible for the elevation of the edible snail to gourmet status at the
beginning of the 19th century -a la bourguignonne, Burgundy style, with butter, garlic and parsley. Little
compartments with special compartments were developed together with pincers that could grip their hot shells
and a two pronged fork to extract the flesh.
The gourmet, however, realizes how meticulous the preparation of this grisly little animal is. Before consumption
snails must undergo a starvation diet for at least ten days. This is strictly adhered to everywhere except in the
South of France where the snails are allowed a diet of thyme. This is essential to rid the snail of any poisonous
leaves it may have consumed.
For reasons of cleanliness the snail is subjected to three washes with water. The first cleans the outside, whilst
the second , with salt and vinegar added , concentrates on the insides. Finally the snail is bathed in clear water.
The snails are then generally blanched, cooled, removed from their shells and usually cooked in a well seasoned
bouillon. Once cold they are replaced in the shells which have in the mean time been sterilized. They are sealed
with herb or snail butter and are then ready for consumption.
Our distant human ancestors did not take long to discover the delights these gastropods. in the rest of France
,however , the upper class considered snails as food for the poor.
The burgundy snail , whose shell is up to 2 inches (5cm) in diameter , fell victim to the gourmets (and modern
agriculture) and has now become very rare. Chefs now often substitute them for petite gris, the smaller version
of the edible snail with a gray body in a white or speckled yellow shell. They are a native of Gascony, Provence,
Languedoc and Roussilon and are more suitable for domestic breeding, heliculture, than their larger cousins.
Canned snails are often Eastern European imports, or Turkish snails, which are recognized by their dark flesh
and black edge to the shell, or imported deep-frozen Chinese snails which are half pound giants from the family
of the Achat snails. Although snails contain large amount of mineral salts . they are in fact quite indigestible and
should therefore only be consumed in extreme moderation.

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HOW TO DO IT
MUSSELS
Dutch speak of mussels as their single natural resource. Exported to France , Belgium, and Germany.
Mussels are grown on the sea floor. They have little to do with fishing as the mussel seeds arer sown and
harvesting of mature shells is done by boat.
The immature shells are sown in shallow waters, in parcels that are licensed to the fishermen by the government
on lease. When they are about 1-11/2 inches (some 3-4 centimeters)long they are transferred into deeper water
and dropped on nutrition rich subterranean banks. In earlier times mussels used to attach themselves to the piers,
and hence called pier mussels. Harvested twice a year May and September.
When the mussels have reached size of 2-4" (5-10 cm) they are raised from the sea floor with dragnets and
brought to the shore with dragnets and stored in special sea water storage container tanks. The containers keeps
sand out and other impurities until the mussels are ready and can be packed and shipped. These sophisticated and
strictly controlled farming and marketing techniques make it possible to still eat mussels in the months whose
names contain an "R": according to a old tale, while between June and August mussels should not be eaten
because of possible poisoning. In summer months , the animals filtering the sea water currents may release the so
called 'water blossoms' a poisons which develops due to a concentration of a certain red algae. Today as almost
all the mussel are cultivated mussels, so the danger of encountering it is small.
CLAMS
A bivalve mollusc, 5-10cm (2-4in) across whose large smooth shell is marked with fine circular striations. Clam
introduced to France by the Americans in 1917 are gathered from sandy and muddy estuaries, particularly on the
east coast of US. But also in France region of Charente. They are eaten raw or cooked like oysters or a la
commodre.
The American hard clam measuring 3-6 cm 11/4-21/2" has a thick yellowish grey domed shell marked with deep
concentric grooves and covered with warty lumps. It is rarely found in the Mediterranean, but it is abundant on
the Atlantic and English channel coasts living in the sands on the sea shores. Also known in France as “rigadelle”
or coque ragee, it can be eaten raw,(preferably without lemon juice, so as not to hide its subtle flavour or cooked
stuffed like a mussel or in a soup ).
Clam chowder is a soup made from vegetables onions , and clams garnished with strips of larding bacon .It
originated in New England . A clam bake picnic originating along east coast of U.S.A. at which clams and other
shellfish are cooked on heated stones under a layer of seaweed.

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HOW TO DO IT
Oysters
Varieties of French oyster
Belons
Flat oysters from Brittany with a very delicate, nutty taste.
Bouzigues
From the large inland lake of thau on the Mediterranean between sete and agde
Gravettes d’Arcachon
Mostly known as Archons; flat oysters from the southwestern Atlantic coast of France at Bordeaux.
Marennes
Rock oysters from the area between the Charente coast and the island of oleron; they are fattened and refined in
 Claires have been refined in the basins for a short time.

natural basins the claires.
 Fines de claires are those which have spent four weeks in the breeding basin at 20 to the square yard(square
 Speciales de claires are entitled to their name when they have spent at least two months at 10 to the square
meter) and contain at least six percent flesh
yard (square meter). Then they should contain at least nine percent flesh.
HOW TO OPEN AN OYSTER
1. Oysters are not washed since they are supplied already clean.
2. Lay out oyster on a cloth, which has been folded several times, so that the flat side is the upper most.
3. Grip firmly with the left hand and hold straight.Work over a flat bowl to catch any water spilling from the
oyster.
4. With the short, strong oyster knife cut into the so-called hinge and separate the closing muscle.
5. Now draw the knife horizontally between the shells, and then use it as a lever to open up the two halves.
Remove the upper shell.
Oysters are located near the sand banks between estuaries. They are able to live on the right mixture of sea and
fresh water and can flourish in water temperatures of more than 70oF (22oC).The native flat European oyster
species was completely decimated by disease in 1922. Fortunately there was a substitute, for in 1868 a ship in
distress was forced to ditch its load of Portuguese oysters overboard, which then flourished on the Marennes
coast until they too succumbed to the epidemic. Help was on hand however in the form of the Pacific rock oyster,
crassostrea gigas, which has dominated the French coastal area and its restaurants ever since.
In the month of July the oysters breed on strictly protected natural banks.

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DEPARTMENT : Restaurant TASK: Lobster
HOW TO DO IT
If you want to enjoy completely fresh sea-food in general, or hommard, lobsters, in particular, then a
journey to Brittany is a must. Saint-brieuc is the French Capital for lobsters, langoustes (spiny
lobsters),crabs, scale[s and other shellfish. Even oysters, indispensable on any sea food platter, are
available in Brittany.
The principal lobster fisheries of the world are found along the western shores of the Atlantic Ocean
from Labrador south to Florida, and off Brazil (cape de Sao Rogue) in the Caribbean; off the southern
tip of Africa (Cape of Good Hope) ;in the western Pacific ocean off Japan ; on the south Tasmania; in
the Indian ocean west of Australia ; with smaller lobster fisheries located in the English Channel, in the
Bay of Biscay, along the west coast of Africa, southward from Cape bianco; and in the eastern Pacific
in waters west of Colombia, and Mexico, including Baha California.
VARIETIES
The greatest lobster harvest is of three species of true lobsters :
1) the American lobster (Homarus americanus), representing about 50% of the total catch.
2)The European lobster (H. Gammarus) repressing about 30% of the
catch and
3)The Norwegian lobster (H.novergicus) ,also sometimes referred to as the Dublin Bay prawn or
scampi
These three species are found in the temperate waters of the north Atlantic and supports large
fisheries. The two species found in Europe are fished from Norway south to North Africa and in the
parts of Mediterranean. The American species ranges from Labrador to North Carolina.
Principal fisheries for the American lobster are between Cape Cod, Massachusetts and the Gulf of Saint
Lawrence, Canada In recent years ,there has been a general decline in the lobster catch, even though
numerous regulation has been established by Canada and the United states over harvesting time and
practice.
The catching of the lobsters is an arduous job. Lobster pots are laid in the sea at a depth of up to 220
feet (70 m) . These contains bait- salted fish for lobsters, fresh fish for crabs. Everyday the fisherman
put out ton the sea to haul up the poits and check the catch. Being caught is a shock to the lobsters
and they require several days un the aquarium to recover. If they are brought alive they can be kept
for two days in the lowest compartment of the refrigerator, covered with a wet cloth .The wooden trap
is the primary gear used for American and European lobsters

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HOW TO DO IT
This boxlike or semi cylindrical gear has basically remained the same. Although some changes has occurred ,
trap fishing essentially involves setting of traps that are baited with dead fish. The lobsters are attracted to the
bait enters the trap, and cannot escape. The traps are lifted lifted every few days ,the lobsters are removed ,and
the cycle repeats
In the American market, lobsters rare marketed on the basis of there sizes, the 1pound size being the commonest
one. Lobsters over 2pounds decline in there market value as consumers do not like larger lobsters.
Dark blue is the colour of the live lobsters and it is only when cooked that they assume there red colour due to
the presence of there characteristics pigment oxozanthine.
Cooking will also bring the true taste ,but care must be taken not to simmer the lobsters for not more than quater
of an hour as it will otherwise lose its colour and flavor and the flesh will bececome tough . It can also be baked
,grilled steamed ,broiled
The female or „hen‟lobsters cancontain eggs in the form of red roe and corals..The summer is the main catching
season and is ofcourse the time when lobsters are at their freshest and best value fir money..
Some famous lobster dishes ;
Homard a la Americaine :
Flambeed lobster pieces in fine tomato sauce.
Homard a la creme :
Pieces of lobsters fried quickly and then cooked in cream.
Hommard a la nage :
Whole small lobsters cooked in white wine stock.
Homard au court bouillon :

Cooked and served whole in a seasoned court bouillon

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HOW TO DO IT
CRAWFISH.
It is also popularly known as the “false” lobster, principally there are two varieties Cape spiny lobsters and the
European spiny lobster.
Found worldwide in most temperate coastal waters, these crustaceans have no CLAWS. Most of their flesh is
contained in the tails and they can be used in any recipes calling for lobsters. Available fresh or, frozen they can
be steamed or broiled.
Unlike other crustaceans, such as lobsters, they do not turn bright red when cooked.
Spiny Lobsters : The crawfish can be easily be distinguished from the shrimps by there dorsoventrally flattened
bodies and the usually powerfully developed pincers on the first pair of walking legs. The abdominal legs are no
longer adapted for swimming but are used by the females as the place to attach her eggs. It belongs to the
FAMILY--- PALINURIDAE
GENUS---- Jasus
SPECIES--- lalandei
This above varieties is also popularly known as the Cape spiny lobsters and is popular on the menu in South
Africa and Australia. These species has seasonal migrations, during which the animals may walk for more than
100 kilometers along he bottom of the sea and are thus able to discover suitable areas having sufficient food. It is
possible, that the sounds animals produces, discovered only recently, aid in regulating these migrations.
One of the largest of the spiny lobsters is the New Zealand spices (Jasus verreauxi), which can attain a weight of
30 pounds and a length of 3feet. However, most specimens are smaller than this.
The European spiny lobster:
FAMILY--- Palinuridae.
GENUS---- Palinurus
SPECIES--- vulgaris
It has a body of 18 inches and weigh up to 9 kilograms. This species lives on the rocky coast of the Atlantic and
the Mediterranean. It is a valuable food animals. It feeds at night on snails, mollusks, and dead animals. It is
caught with pots or baits .
Divers in some regions(east coast of Africa, Galapagos, West-Indies) take spiny lobsters by hand .In the night
spiny lobsters are caught by holding lanterns in one hand and picking up these crawfish from the reefs by gloves .

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HOW TO DO IT
CRAYFISH.
The crayfish are essentially restricted in the distribution to the northern hemisphere. In the southern
hemisphere, the ecological niche they occupy is taken over by the paradises on the south America.
The true crayfish is a crustacean and reaches up to a length of about 6 inches.
FAMILY -- Astacidae
GENUS -- Astacus
SPECIES -- astacus
This is the European crayfish which lives only on clean water.

And hunts for its food at night feeding on both plant and animal materials. Male crayfish can live up to
20 years. In recent years , partly because of the pollution, crayfish population has diminished. This has
also been partly because of the fungus called “crab plague”. The European crayfish population was
seriously threatened in 1879 when it was nearly wiped out. The American crayfish (Orconectes
limosus) introduced into Europe in 1890 is immune to the disease and can survive in dirty water. It is
especially popular in Scandinavia and is the main ingredient in Nantua sauce.
American and European lobsters.
Hommard cardinal :
Cooked with truffles and mushrooms in a sauce bechamel flavored with the shell of lobsters.
Hommard grille :
Halved, brushed with olive oil and broiled.
Hommard Themidor :
Lobster ragout in piquant mustard sauce gratinated with cheese. (Thermidor corresponds to the
month of August and is the eleventh month in the calendar of the French revolution, which was
applied from 1792--1806.)

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DEPARTMENT : Restaurant TASK: Sushi
HOW TO DO IT
8 Introduction
“Sushi” vinegared rice dishes appear in many forms. All are based on vinegared rice, accompanied by slices of
raw fish with or without omelet strips, sliced vegetables, “nori “ seaweed, and a variety of colourful garnishes.
These Japanese “sandwiches” may be prepared simply, by topping an oblong of vinegared rice with a
dab of horseradish and a slice of fish, or elaborately by topping the rice with a wide variety of delicately
flavoured ingredients, rolling them all in “nori”, and cutting them into 1-inch thick slices. The “sushi”
recipes on the following pages can make unusual hors d‟oeuvres, first courses or satisfying lunches.
8.1 Variations
Sushi is simply vinegared rice plus, but the sushi devotee is faced with a difficult choice among the additions –
the multitude of toppings and fillings. Above are sushi that have been rolled in nori- dried layer – and cut into
rounds. The sushi are sometimes rolled with strips of omelette, watercress, mushrooms and gourd shavings.
These are sushi filled with red tunny fish and sushi filled with pickled yellow radish.
Another variety of sushi is with mushrooms and cucumbers. All are accompanied by soy dipping sauce strips of
pickled ginger. Another type of sushi is the nigiri sushi, in which an oblong of rice is topped with fish.
Sometimes the topping is of cooked, butterflied prawns. The toppings may also be of stripped bass, partially
surrounding a mound of sushi rice topped with red caviar and encircled by nori, oily tunny fish, lean dark meat
tunny, omelet and squid decorated with a strip of nori. The cucumber maki zushi is a is a refreshing change of
pace, and the pickled ginger adds a touch of sharpness.

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HOW TO DO IT
Sampling The Specialty Restaurants
The Japanese like to eat out - and they do with a fervour and a frequency that are unmatched in the West.
As a consequence, not only do restaurants flourish by the thousands but they are also found in every size and
description. They range from the elegant and the expensive preserves of the wealthy and the influential to the
tiny cubby holes and mobile food bars. Of all the eating establishments, the public most often patronize those
restaurants which specialize in one way or another - perhaps in a distinctive cooking technique or in serving a
single kind of food or in making the dishes associated with a particular region of Japan. Food is uniformly good
both in preparation and in presentation, the restaurants are immaculately clean, and the prices are fair and often
quite low.
HYGIENE ASPECTS
Another advantage of this type of restaurant, particularly for the nervous foreigner who suspects
cleanliness is non - existent outside his own kitchen, is that it lets one see just how clean Japan's restaurants
really are. Even in very small places the floors are closed down several times an hour, the worker's wearing
wooden clogs that keep their feet several inches above the wet floor. Wooden cutting blocks are washed after
every use and grills scraped down immediately.
Chopsticks are used once and thrown away and counters scrubbed repeatedly until the wood gleams white. No
employee who touches the food will handle money, and since every Japanese bathes at least once a day, staff
hygiene is never a problem. The kitchens of restaurants with private dining rooms are not open to public view but
even they maintain the highest standards of Japan compared to the world.
Chopsticks should never be crossed, neither is it allowed to move food from chopsticks to chopsticks
They should be laid on a “resting set” , usually out of porcelain

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Page 3 of 5

HOW TO DO IT
Stepping from the grimy street into one of these spick and span restaurants, the customer himself may
feel unclean, or at least bedraggled. The Japanese have an answer
for this too : oshibori . These are small damp towels - nowadays sterilized and rolled up in cellophane - which
every Japanese restaurant and bar sets before each customer as soon as he sits down. comes steaming hot for
most of the year and provide a highly refreshing way to wipe the casual dust from your hands makes you ready to
handle your food. A man or woman without make up can get even more refreshment out of oshibori by rubbing it
over the face and neck, especially in the summer when oshibori is handed out ice cold.
No other counter restaurants of this type have as much to offer the adventurous gourmet as Japan's sushi
are he national dish of Japan; there is nothing remotely like it anywhere else in the world. you can find it In one
form or the another in every corner of Japan and you would not be able to find a native who says he doesn't like
it. Even Foreigners, once they have overcome their initial prejudice against raw fish, rave about sushi and argue
with each other over the merits of their favourite sushi place.
The Sushi Restaurant
The typical sushi restaurant is small, cheerful and sparkling with scrubbed wood. The bar runs the length
of the room, presided over by one or more white - clad chefs, hands red from constant washing, towels knotted
around their foreheads. "Irasshai" they shout as you duck under the noren and slide open the door, and as soon as
you have sat down at the bar a huge cup of tea, an oshibori and a little mound of sliced ginger are set before you -
the ginger is to clean your palate before startingand between courses. You wipe your hands with the oshibori, sip
your tea and examine the offerings of the day spread out in a refrigerated glass case running along the back of the
bar. There will be the dark red lean tunny fish, the marbled fatty toro, little slabs of snow white squid, chunks of
fish shiny and speckled like herring, blood red akagai clams, mounds of caviar glistening like jewels, octopus
tentacles, abalone still in the shell, pale fingers of prawn and in the midst of all this seafood, little yellow
rectangles of omelet, in which certain sushi are wrapped and eaten. Take your time no one will rush you.

Director of
STANDARD OPERATING PROCEDURE Page 4 of 5

HOW TO DO IT
When you are ready you point to what you want, or order it by name. The chef's hands flash like magicians,
quicker than his eye; he has been trained and has practiced for years before he is allowed to serve the customers.
Out comes the delicacy you have indicated. If it needs cutting the long knife smoothly slices it into two even
pieces. From a large tub beside him the chef grabs a handful of vinegeared rice; deftly he kneads it , squeezing in
a bit of wasabi. Two fingers of one hand press the rice in the palm of the other; one tiny loaf - shaped rice
ball is ready. Then another. The flashing hands slow down. Gently the two slices of fish or whatever it may be are
pressed on the two mounds of rice. Then with a proud flourish the chef picks them up in one hand and whisks
them onto a slanted , shelf like part of the counter, where they await your pleasure. The whole process has
taken perhaps 30 seconds. You pick up the rice mound and dip the rice part into the saucer of Soya sauce,
turn it over to keep it from dripping and then place the whole thing on your tongue. Each piece of sushi is
designed as a mouthful, but anybody who wants to prolong the delight by nibbling is forgiven - though the rice
ball will crumble in his fingers before he finishes.The Sushi
One portion of sushi consists always of two of these bite sized balls. Nothing that is sliced must ever be sliced
or is served in threes, for one slice is "hito kire" which means "kill" and three slices which means "kill myself".
Since the portions are so small you can sample the entire menu at one sitting, or you can eat as much as you
like of your favourite dish. A serving of each variety is priced according to the value of the fish and you pay only
for what you eat. Prawns are the most expensive, the cheapest, by volume, is maki zushi, in which a long sliver of
tunny fish or sometimes cucumber , at the end of a sushi meal, is wrapped in rice with an outer sheet of nori;
this roll is then sliced crosswise, and six or eight equal squat cylinders are placed before you.
Conclusion
Sushi cuisine has a colourful vocabulary of its own, and the customer who uses special words for ordering
them instead of the standard Japanese vocabulary often gets special treatment as a true sushi gourmet.
Surprisingly many Japanese do not know that at a sushi restaurant wasabi is called namida or "tears" because
it is hot enough to make you cry, or that octopus is geso meaning legs. Sushi chefs refer to their egg items as
gyoku, or jewel, to tea as agari, meaning up for obscure reasons and to of a cucumber fancying river goblin


Page 5 of 5

HOW TO DO IT
Of course you don‟t have to go to a sushi restaurant to eat sushi. The sushi shops as well as the noodle and the
domburi restaurants, do a thriving business.
The sushi is beautifully arranged in opulent round lacquer boxes, which some aesthetes say enhance the taste,
and carried by bicycle and motorcycles to inns, offices, and private houses.
Moreover the lunchbox bento which are sold in infinite local and regional variations at railway stations, and at
theaters and other places of entertainment contain many sushi ingredients although they are not, strictly speaking,
sushi.
Like every everything else prepared by the skilled and conscientious restaurant chefs of Japan, they are
distinguished by their fine materials, their skillful presentations by a broad and varied spectrum of flavours.

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Page 1 of 2

DEPARTMENT : Restaurant TASK: Caviar
HOW TO DO IT
Caviar
Caviar is actually the salted roe of the Sturgeon fish which are allowed to mature. The word comes from the
Italian caviale, itself derived from the Turkish kawyar. But the caviar we know today is Russian. It was
introduced to France in the 1920‟s following the exile of Russian princes. Charles Ritz formally launched caviar
by putting it permanently on the menu at his hotel.
The sturgeon lives in the sea but returns in winter to estuaries throughout temperate regions of Asia to lay its
eggs. Today the Caspian sea provides 98% of the worlds caviar. The sturgeons were still common in the century
but it has become so rare that fishing for it is now prohibited.
The soviet Union was for a long time the sole producer of caviar. But since 1953, factories on Iran‟s Caspian
coast have produced 180tonnes annually; Russia produces 1800 tons every year. No other Russian delicacy is so
sought after in the entire world as caviar, the sturgeon‟s roe. As a delicacy enjoyed by the rich and powerful it
takes place on the menu of European luxuries above champagne, truffles, oysters, and pate de foie gras. Its price
is astronomical, the pleasure it affords many incomparable. To eat caviar is to participate in luxury.
COMPOSITION :
The eggs constitute about 10% of the female‟s body weight. After they have been removed they are washed,
sieved, put into brine, ( mostly the famous “Astrachan Salt” is used ) drained, and finally packed into tins.
CATEGORIES :
 Fresh Caviar : This is practically left untreated and must therefore be consumed within a few days.
 Malossol : This Russian word means “lightly salted” and is therefore not an indication of a type of caviar,
but rather a mark of quality. When stored correctly at 320F (00C) it keeps for a year.
 Pasteurized Caviar : This is heated and placed in airtight jars like a jam and can therefore be kept virtually
for ever.
 Pressed Caviar : Roe which is damaged and of lesser value is more heavily salted and made into bricks.
Pressed caviar is good value, but has an intensive caviar taste

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Page 2 of 2

DEPARTMENT : Restaurant TASK: Caviar
HOW TO DO IT
About 5kg fresh caviar are needed to make 1kg pressed caviar. It has a strong and rather oily taste and is
sometimes considered too, salty although it is appreciated by Russian connoisseurs.
The process of salting only lasts for ten minutes and is carried out by hand. The caviar is spread out and is rubbed
with an exactly measured film of salt. In this way the grains become firm, but must not be allowed to turn hard.
After this caviar is put into large cans, which carry the number of the fish -- the roe of different sturgeons roe
never mixed with each other. The cans are placed in the stores of the ship. Once on land caviar is then put into
smaller cans and dispatched.
TYPES :

Beluga - The most expensive
and produced by the largest species, which can weigh up to 800 kg. The eggs are more or less dark grey,
firm, heavy, and well separated. These are the biggest but most fragile eggs, and if they burst the caviar

becomes oily.
Ossetra - Characterized by smaller more even grains, which are golden yellow to brown and quite oily;

considered by many as the best.
Sevruga - Produced by small sturgeons, which are the most prolific and give very small light to dark grey

eggs. This is the cheapest variety.
Salmon caviar - Relatively cheap, red caviar is the roe of salmon caught in the sea.
STORAGE :
Caviar is a semi-conserve and perishable; it should be kept between 0º C to + 4º C .
PORTIONS :
If served as an Hors d‟ oeuvre allow 50gms per person. It should be served cold but not frozen, preferably on
crushed ice. Blinis (buck wheat flour pancake), sour cream or lightly buttered toast make an ideal
accompaniment. Never use lemon, it affects the taste.
CALORIFIC VALUE :
Caviar has a calorific value of 140 Cal per 100gms.It is rich in phosphorus and contains per 100gms --20 g lipids
and 30 g proteins.

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Page 1 of 3

DEPARTMENT : Restaurant TASK: Meat, Poultry, Game
To get familiar with Meat products like beef, veal It is important to know the
commonly used meat for Lamb and goat are products of their environment. basic history of meat
the Advanced farm management, products
Daily use and various Animal husbandry, natural Available and used in the
types Surroundings and breeding techniques are result for prime daily
Of cuts available. quality raised and produced around the world, as in Operation.
America, Europe, Australia, New Zealand and
South America. The Chef today should
Constant new technology know what to offer best for
Hygiene, feeding , slaughtering and packaging the customer and for the
Techniques are introduced variety of
To get better quality. Arranging a menu.
Grass fed Beef:
Grass fed beef is lean and is generally favored by

Most customers, because it is seen as healthy and low fat.
Cattle grazed on pasture absorb a pigment form the grass,
called carotene, which can result in a slight yellow
discoloration of the
Fat but flavor is enhanced.
Grain fed beef:
Grain fed beef id derived from cattle which are fed for a
minimum number of days on a nutritionally balanced,
high energy feed.
Uniformity of feed results in a greater consistency
In the characteristics of the product and varied
Levels of fat content compared with grass fed beef. It has
a marbling fat which is good in nutrition and has a more
consistent meat colour and fat colour.
Veal:
Light veal carcasses weigh less than 70 kg and
Are typically produced from dairy calves. Up to
150 kg they are produced from vealers or weaners that
have had a diet of milk and grass. Milk fed veal is usually
more tender and preferred in the kitchen.

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Page 2 of 5

Lamb:
Most lamb is produced in fertile regions with good rainfall
or from irrigated areas with lush and rich grass land.
Breeds are crossed of “Merino” with British breeds and
milk-fed and grass fed animals are on the market now.
Goat:
Australia is the world leader in the supply of high quality
“Capretto” and “Chevon” goat meat.
Goats are not used only for special diet for Muslim
specialties, but as well for most European and Asian
ethnic cuisines. Goat cheese
Is very popular in Mediterranean countries and
Becomes famous around the world.
Pork:
Most pigs are slaughtered with 5 1/2 – 6 months,
Much more less fat than in the past. The storage can not
be prolonged through vacuum packaging.
It is not suitable for it. The meat should not be kept frozen
longer than 3 months. Suckling pigs are very young
animals with 2 –3 months and with around 12 kg weight.
The skin is soft and
Will be roasted and used as a whole.
White poultry:
Chicken : 0,4 – 0,7 kg
Fattened chicken : 0,8 – 1,3 kg, 1,3 – 1,8 kg
Cockerel : 2,0 – 3,0 kg
Soup chicken : 1,2 – 1,8 kg
Turkey : 2,0 – 3,0 kg, 3,0 – 6,0 kg, 5,0 – 12,0 kg
(North America)
Dark poultry:
Duckling : 1,3 – 1,7 kg, 1,8 – 2,6 kg
Goose : 4,0 – 6,0 kg
Pigeon : 0,3 – 0,6 kg

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Page 3 of 3

To understand the Deer: To learn about the

different Mainly from Europe, North America, New Zealand. different
Sorts of game used for Up to a age of 3 years the meat is tender. Animals, its habitat
various dishes, occasions. Used for steaks, terrines, ragout, sausage, salami and use
For different dishes
To understand what items Venison:
are and
Mainly from Europe, North America, New Zealand. Occasions.
Available locally and what Up to 3 years it weighs 13-18 kg. It is very tender
is import.
And prepared fresh during the autumn season.
Used for escalope, steaks, terrines, ragout, roasts,
Sausages and salami.
Rabbit:
Mainly from Europe, Argentina.
The quality is best until 8 months and hunted in
Late autumn. Used are the fillets, legs and shoulder for
pepper ragout (with blood), roast Terrines and sauteed
dishes.
Bear:
Nowadays used in Asia/China only, but should now be
protected by WWF.
Reindeer:
Used mainly in Scandinavian countries such as
Finland, Norway, Sweden and Russia.
Animals reach a weight of up to 120-150 kg.
It is mostly marinated and used for steaks, ragouts, dried
meat, salamis and sausages.
Wild Boar:
Mainly from eastern Europe, Canada, Asia.
Used as young animal with 4-6 months and up
To 3-4 years for the older animal.
Prepared for roasts, ragouts, smoked ham, steaks.
Pheasant:
Mainly from Europe, Scotland, UK.
Nowadays bred in farms and released after
Into the wild nature.
Used fresh and frozen for supreme, soups,
Roasts and terrines.

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Page 1 of 5
DEPARTMENT : Restaurant TASK: Gardemanger
To understand the The gardemanger is responsible for the walk-in-fridges The gardemanger works
responsibilities and and freezers. closely with the hot kitchen
production of the cold Regular cleaning and sanitation is of outmost importance. ( saucier, entremetier ) and
kitchen. bakery to fine tune all
He prepares all cold foods as: dishes
- Salads, for appetizer, side dishes, with and menus for various
condiments and garnishes occasions
- Salad dressings for the various dishes with
different recipes
- Terrines, pates, galantines and mousses
of fish, seafood, meat, poultry, game, vegetable.
- Preparation of cold buffets, cocktail parties
coffee breaks, breakfast buffet
- Preparation of show pieces in butter,
ice carvings in various shapes and events
Buffet decoration with roast meats, poultry
Roast and steamed fish/salmon, bread
Display,
- Fruit and vegetable carvings from different
ethnic background, Chinese, Japanese, Thai
European
- Preparation of cold platters, sausages
smoked meat and seafood,
- Arrangements of seafood buffets and
displays with lobster, caviar, oysters etc
- Appetizers for buffets, set menus and
a`la carte dishes.
- Sandwich production for cocktail, snacks
a`la carte and lunch boxes

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Page 2 of 5

DEPARTMENT : Restaurant TASK: Hot Kitchen
To understand the various Saucier: The biggest responsibilities

Sections of the hot Are given to the saucier
kitchen, - produces all hot sauces including hollandaise section and therefore the
Their daily production and and special sauces as apple sauce, mint sauce Chef saucier usually takes
Responsibilities. barbecue sauce charge
- prepares all meat dishes of game, poultry In absence of the Sous Chef
veal, pork and beef, lamb Or Executive Chef in some
- prepares for buffet, cocktail, set menu, a`la Restaurants and small
carte hotels
- checks the meat cuts and coordinates with
other sections
- takes over the position of rotisseur in small
and medium hotel kitchens
Entremetier:
- produces all soups and stocks

- prepares all vegetable dishes and garnishes
- prepares all side dishes as rice, potato, noodles and
pasta
- produces al vegetarian dishes
Fish cook, poissonnier:
- prepares all fish & seafood dishes

- sets up seafood counters
- prepares dishes for buffet, cocktail, set menu
- in small and medium operations this position
is taken over by the saucier section

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Page 3 of 5

DEPARTMENT : Restaurant TASK: Butcher
To understand the The kitchen butcher receives all meat, sausage The freshness and quality
responsibilities of the Fish, seafood, poultry and game products. control of the butcher
butcher puts
And his production They have to be checked for quality, size and Lot of responsibility and
Freshness and stored accordingly. Guarantee for top
finished
Products may arrive either fresh, dried or frozen products
All meat cuts of veal, beef, pork, poultry, game have

to be portioned like:
- Fillet whole
- tenderloin mignon
- medallions
- steaks
- escalopes, schnitzel
- stroganoff
- sate
- goulash, ragout
- roast beef, roast pork, roast veal, roast chicken,
roast turkey
- loin, supreme
- hamburger meat
- force meat
All fish and seafood items, if not alive used

In the kitchen, to be cut for:
- fillets
- medallions
- force meat for pates, terrines and consommes
- smoked items
- skewers, sate
- steaks
- ragout
All portioned items to be vacuum packed, frozen
Or stored in the chiller for the various outlets.
All frozen products carefully wrapped and packed
and marked with date of production
Before storing in the freezer

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Page 4 of 5

DEPARTMENT : Restaurant TASK: Bakery, Pastry
To understand the Important details have to be followed up: The pastry chef and his
responsibilities and staff
production of the pastry - prepare all dough according to recipes Work 24 hours and the
and - check the measurements at all times night
Bakery section - proper mice en place Baker prepares Danish
- sieve the flour at all times, fluffy and bread for breakfast
- dissolve salt in water and liquid
- clean and hygienic at all times They work closely with
- work on production areas for pastry & hot kitchen and
bread separately gardemanger and
- cover dough with plastic film, to prevent Supply them with
it from drying cocktail items, pates,
- let the dough rest according to recipe bouchees,
- check temperatures and times for Snacks for coffee breaks,
oven preparations according to recipe buffets, breakfast and
- proper storage of all ingredients a`la carte desserts
Preparation and production of:

- all bread products
- rolls, soft rolls, buns, sweet pastries
- Danish pastries, ginger bread
- Snacks, savory and fruit flans
- Petits fours, confectionary
- Pralines and chocolates
- Showpieces of sugar, chocolate, bread
- Torten and gateaux
- Fresh cream and cream desserts
- Sponge mixtures
- Butter mixture
- Short paste
- Puff paste
- Ice cream products
- Sugar products
- Dough for pate preparation
- Butter mixtures
- Fermentation and bread making
- wedding cakes

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Page 5 of 5

DEPARTMENT : Restaurant TASK: Kitchen Artist
To understand the work The kitchen artist prepares most of his works
and In advance and stores his show pieces in a special
Production of the kitchen Assigned storeroom.
artist.
The show pieces can be made of
- wood
- glass
- foam
- metal
- paper
- plastic
- fruit and vegetable carving
- butter and chocolate sculptures
- paintings and drawings
Decoration pieces vary according to the seasons

Like:
- Christmas
- New year
- Chinese new year
- Valentines day
- Mother‟s day
- Father‟s day
- Easter
- National day
- Moon festival
- Children‟s day
- Different food promotions
- National days with reception
- Wedding parties

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Page 1 of 3

DEPARTMENT : Restaurant TASK: Greeting, Welcoming & Seating Of Guest


Body Language Welcome guests with a smile and within 10 seconds. Guest to be seated
If guest cannot be met, acknowledge his/her presence promptly and according
with eye contact. to reservation
Language  Welcome by saying “Good Morning/ Afternoon/

Evening, Sir/Madam, welcome to ____ Restaurant”
Repeat guests will be welcomed with their names
(Good Evening, Mr. X”)
 If busy tell the guest that you will be with him/her

shortly.
Apologize for keeping the guest waiting and proceed
with the normal service.
Check reservations 

Use the name in the reservation

Check the number of guests
Verify if it is a smoking or non smoking table
Verify special requirements (eg birthday, window
table, etc).
Escorting and Seating  Escort guest to the pre- arranged table, saying “ please
come this way “Mr……….”
 Pull the chairs without making a noise for ladies first


Director of
Restaurant Supervisor Date: 02.05.2005 Food & Beverage Date: 02.05.2005
Page 2 of 3

DEPARTMENT : Restaurant TASK: Greeting And Seating
1. Hostess, restaurant manager or other member of staff is available at the

entrance in impeccable uniform, ready to welcome guests.
2. All guests are welcomed at the entrance – nearest available person

greets
guest immediately.
3. Deal with the guest within one minute of arrival.
4. Acknowledge guest within 10 sec / 3 meter of entrance. Establish eye

contact and smile.
“ Good morning / afternoon / evening Sir - Madam, welcome to the
steak house, how may I help you “ ?
5. If you are busy, say: “ I will be with you very shortly Sir / Madam “,or
call a colleague.
6. Ask for the guest name, rather than the room number.
7. Check reservation: “ Do you have a reservation, Mr. Miller “?
8. If no reservation, check if the guest stays in-house and ask for the guest
name.
9. Offer to take coats, jackets or bags.
10. Ensure security of property. Issue a receipt as appropriate.
11. If guests have not reserved and must wait for the table, inform them
of length of wait and suggest that they wait in the lounge/bar. Inform
them as soon as the table is ready.
If the guest wait in the bar for a table, inform the bar manager, offer the
Menu and take the drink order.
12. Obtain reservation details and reconfirm guests requirements.
13. Offer a choice of seating. “ Would you like to have a table by the
window / smoking or non-smoking section of the restaurant ?”
14. Guide and escort guests to the table.” Please follow me Mr. Miller “
Walk at the same pace as the guest, just one step ahead.

Director of
Restaurant Manager Date: Food & Beverage Date:
Page 3 of 3

DEPARTMENT : Restaurant TASK: Greeting and Seating
15. Pull out the chair for the lady first.
16. Observe guests and anticipate needs, offer newspaper to guests dining
alone. “ May I offer you a newspaper, Mr. Miller ? It‟s today‟s paper “
offer a newspaper / magazine to solo diners if appropriate.
17. Offer to take drinks order.
18. Present the menu open to the guest.

Director of
Restaurant Manager Date: Food & Beverage Date:
Page 1 of 2

DEPARTMENT : Restaurant TASK: General Service Rules
 To show  All labels of bottles served when placed on the  To ensure that service
professionalism in our table/tray should face the guest. at all times are

service standards and provided are of high
to delight guests with When tea /coffee cups are served to ensure the handle standard and
personalized of the cup is at a 4 o‟clock position, and the tea spoon professional.

acclaimed is in the same angle as the handle of the tea cup.
international standards The words you use,
of service. If milk and hot water is served to place it on your posture when
the right side of the tea cup with the handles working also is a part
placed towards the guest to ensure easy pick of the total experience
up from the right hand. for a guest.
To ensure each sugar bowl contains 6 cubes

of white sugar, 6 cubes of brown sugar and a
bowl of only white granular sugar. Low
calorie sugar will only be served if the guest
requests other than in in-villa dining. All these
will be on a underliner
 If tea/coffee is to be served the waiter should ask the

guest whether he/she would like to have it with milk
or without milk. If he/she mentions with the addition
of milk then fill the tea/coffee cup with ½ of
tea/coffee and then pour milk on that about the half
the amount of tea/coffee. Leave ¼th of the teacup
empty for sugar and for stirring.
 When placing of food items to place garnishes at a 12

o‟clock position and the main food item at a 6 o‟clock
position.
 Cutlery will be wrapped on a napkin if it is a in-villa

dining order and should be placed on the right side of
the main course.

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Page 2 of 2

DEPARTMENT : Restaurant TASK: General Service Rules
 If water is to be poured on to the glass, the glass

should be filled only ¾th.
 Ensure all trays are clean, plate covers well washed

and wiped, cutlery clean and free of any bad smells,
crockery clean and unchipped, linen clean well
pressed with no loose threads hanging and glassware
spotlessly clean.
 Ensure all accompaniments served are placed on an

underliner with appropriate cutlery places on the right
side of the saucer/underliner on a 4 o‟clock position.
 Handling of all glasses should be from the base, when

handling plates ensure not to touch the inner rim of
the plate, cutlery should be held only from the base
and teacups from the handle.

Director of
Page 1 of 1

DEPARTMENT : Restaurant TASK: Service Sequence
 To show 1. First impression  To ensure that service

professionalism in our 2. Greeting and welcoming the guest at all times are
service standards and to the table provided are of high
to delight guests with 3.Leading the guest to the table and seating the standard and
personalized guest professional.

acclaimed 4. Serve water and cold or hot towel
international standards The words you use,
5. Present drink list and suggest beverage
of service. your posture when
special working also is a part
or wine by the glass of the total experience
6. Take drink order for a guest.
7. Present menu recommend and take order for
food and wine by the bottle
8. Serve drink or wine by the glass
9. Open and serve a bottle of red wine
10. Serve bread and butter / dip selection ( for
western food only )
11. Serve starter, wish to enjoy their meal, check
ashtray, bread basket & drink
12. Serving and clearing main course, placing
toothpicks
13. How to crumb down table
14. Taking coffee and tea order, suggesting
liqueur
15. Adjusting covers
16. Follow-up and observation
17. Up-selling technique
18. Billing and payment
19. Complaint handling
20. Farewell and departure

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Page 1 of 2

DEPARTMENT : Restaurant TASK: Service Sequence B
Always
Remember the  Make eye contact and smile

Basics and make
the guest welcome  Never point , stare or talk about guests
And comfortable
At all times.  Watch for sudden movements
 Listen for cutlery etc. hitting the floor
 Walk quickly and notice everything
 Watch for removing/changing wine, butter, ashtrays
 Only top up wine already drinking
 Serve ladies first, then guests, then host
 Always give good and quick service
 Do not be embarrassed to say” I don‟t know, but will find out
 Anticipate all their needs, be aware
Never say
 Drink
 Dessert
 Can I clear your plate
 Have you finished
 Coffee ?
 Mai Dai!!!!!

Director of
Page 2 of 2

DEPARTMENT : Restaurant TASK: Service Sequence B
Reminders
 Keep moving – never stand still
 Have fun, but remember, gusts are not here to talk to you
 Do never interrupt
 Dining out is an experience – at every moment
The Cycle Of Service


Identify the host and the guests

Give napkin whilst offering glass of wine

Offer cold towel

Pour water
Give menus and give Chef‟s special recommendations


Take food and wine order and REPEAT order to guest

Remove any place settings not needed

Place correct cutlery on table

Serve bread and butter
Serve food plus all condiments – ladies first, no

auctions

Offer pepper mill

Change ashtray

30 seconds call back ( do something at table )
Anticipate the needs – glasses, newspaper, ashtray,
coffee, digestif,……etc

Director of
Page 1 of 1

DEPARTMENT : Restaurant TASK: Taking Restaurant Reservation
Taking restaurant  Reservation enquiries may be taken directly from guests To recognize the
reservations Or through the telephone. Reservations through the guest by
Telephone are taken directly if guests call between Name, title and
11.00 am - 15.00 pm or between 18.00 pm – 22.30 pm.
 Ant reservations not made during those times will be taken
heritage with
All his/her likes-
down by the Restaurant Reservation Department Switch- dislikes and
board operator and passed on to the outlet at 10.55 am or at preferences
17.55 pm daily for lunch and dinner. All reservations are
accurately written down in the Outlet Reservation Book with
:
All reservations
to be filled in the 1. Date /day and meal period in question
Outlet Reservation Book
2. Name of person hosting
( apologise and politely ask guest to spell the name if
you are unsure ).
“ I am sorry Sir/Madam , but could you please spell
your name for me, thank you”
3. Always thank the guest for assisting you in the spelling.
4. Number of persons in the party
5. Any preference on seating area ( window, smoking etc )
6. Time party expects to arrive
7. Contact number ( in order to check any details that may

later arise )

All entries are made in pencil for mistakes & changes
Always repeat information back to the guest as a means

Of verifying accuracy.
Inform guest in a discreet and polite manner that the
Restaurant can hold its reservations for 15 minutes only

( in case of tight searing plan )
Should the guest indicate that the meal is being hosted as a
celebration, enquire whether they would like us to

Make any arrangements, like a special cake, flowers etc.
Staff handle direct enquiries for reservations and answer
Telephone enquiries as per standards and procedures
For Greeting Guests and Telephone Skills respectively.

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DEPARTMENT : Restaurant TASK: Order Taking – Room Service
 Order taking  Answer the telephone within 3 rings.  To serve our guests

In a friendly,
Greet the guest, identify yourself and the department, smile on the professional and
phone: “ Good morning / afternoon / evening Mr. Miller, Room Timely manner at
Service, how may I help you ? “ all times.
 Offer help and listen attentively.
 Always handle guest requirements and contact other departments

On guest‟s behalf. No guest will be told to call another department.
 Know the menu thoroughly including new items or menu changes

Through daily briefings. Put up on notice board.
 Make suggestions from the menu and offer advice on menu items.
Be ready to answer questions about menu items.
 Use appetizing descriptions when suggesting from the menu.
 If items are unavailable, inform the guest and offer alternatives.
 When serving regular guests, inform them of specials that are

Particularly suited to their personal tastes.
 Write orders down in full.
 Repeat orders to confirm accuracy: “ May I repeat your order, Mr

Miller, You would like a pepper steak, an orange juice and a
Cappuccino. Is that right ?”
 Verify name, room number and order: “ Your room number is 66”.
 Inform the guest of the delivery time: “ Your order will be

delivered within 20 minutes, Mr. Miller “.
 Thank the guest of the order and let him / her hang up first :
“ Thank you, Mr. Miller for ordering Room Service “.

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DEPARTMENT : Restaurant TASK: Order Taking – Room Service
 If there is a delay, call the guest back, apologize and inform him
Of the delay and the new delivery time: “ I‟m very sorry, Mr.
Miller, your order will be delayed by 10 minutes.
I apologize for the inconvenience “.
 Order taker to write down, time order was placed and time
delivery was promised.
 Menu changes and daily specials are known to order takers.
 Kitchen staff review time schedules in order to prioritize

Food preparation.
 Kitchen staff review time schedules in order to prioritize food

Preparation.
 Kitchen and delivery staff compare food prepared with the

order taken.
 Order taker to be aware of dishes containing known ingredients

that are the cause of allergies, i.e. nuts, dairy, shellfish etc.
 Orders to be delivered within the following target time scale:
- Continental Breakfast 20 – 15 minutes

- American Breakfast 25 – 20 minutes
- Lunch 30 – 25 minutes
- Dinner 30 – 25 minutes
- Snack 15 – 10 minutes
Date: Date:
Page 1 of 1

DEPARTMENT : Restaurant TASK: Taking The Order
Taking the orders  Before taking the orders make sure you are thoroughly To ensure that the order
knowledgeable of menu items and unavailable items, is taken in an efficient,

daily specials. helpful and friendly
Order to be taken within 2 minutes of the guest being manner

seated.

Approach the guest with eye contact and a smile

Suggest special of the day/cocktail of the day

Up-sell
Write down the order with table no. and sequence of

service if more than one guest and time.

Thank the guest and repeat the order to confirm
Inform the guest of excess delivery time if necessary
Processing the order  Place the order at the bar through Micros Friendly – Knowledgeable
Duplicate K.O.T. 
 Your name
Always write in a clear manner To be fast and accurate
 Table number
 No. of people
To be unobtrusive and
courteous
 Time of taking the order
 Write all special requests; with Ice or frozen To be understood
 Cooking degree if needed
etc.
 Seat numbers

Pen (…
…………. Pen to be used while taking the order
PREPARED BY: Stefan Schmid APPROVED BY:
Date: Date:
Page 1 of 2
8.1.1.1.1.1 To 14.1.1.1.1.1.1.1.1 Prior to presentation of the

confidently menu
and elegantly
take down  While the guests are being seated, find out the villa no:
orders by and check from the arrival/in-house report, whether the
having a guests are on room only basis or on half/full board basis.
thorough Once you find out the basis proceed…
knowledge of
the menu and 14.1.1.1.1.1.1.1.2 Presentation of the menu
the beverage
 All half or full board guests are entitled for a four course
list and also
by suggesting
specialties to set menu of the day. The special gourmet menu, which
guests in comprises of four courses, if preferred by the guest will
order to be charged an amount of 50 US$. If any of these guests
ensure guest opt for the a la carte menu a credit of 50 US$ per person
delight. will be levied from the total bill.
 If the guests are on room only basis the options available

are the gourmet six courses menu priced at 75 US$ per
person or the a la carte menu.
9 MATERIALS:


Present the wine
Present the menu from the left side of the guest.
10 K.O.T Ensure that the menu is opened and announced
while being presented. Ex: “This is the a la carte
11 pad menu/gourmet set menu of the day”
 Take the wine order, write it down on the K.O.T.
12 pen

and place the order on the bar and serve
Approach the guest with the K.O.T. ensure that
13 menu the K.O.T. is placed on the check folder when

taking the order.
14 /beverage list/wine Before you reach the table fill the table no, No of
list

Pax: and date slots on the K.O.T.
Start taking orders, generally ladies first but if the
gentleman is ready and want to place the order go
ahead and accept it.

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Page 2 of 2
When taking down a order for a four course menu:
 Work it up on your mind when the guest places

the order as to which course it is.
Write down the 1st course order along with the

cover number at the end

Keep space for the next persons order
Keep a blank space before writing the next

course
Keep writing the courses to follow as in the first
course
PLEASE TAKE CARE:
 Write clearly. Use shortened forms of menu items

as agreed with the kitchen

Write down cover numbers against each order
Keep sufficient space to write other peoples

orders for the same course

Differentiate each course with a clear star sign
Write down special requests against each item in

very clear language and in full terms
Fill up time at the completion of writing the order

just before placing in the kitchen
If any special requests have been written inform

chef about it
Remember the cover numbers of the tables, as all

orders will be taken against a cover number.
If cover numbers are confusing make a remark
about the guest. Ex: blue shirt, lady in green top,
gent with specs etc…
 To have all information filled in the K.O.T. and
serve according to it as it does not give a
professional look when you place the wrong
order on the guest or when the guest has to be

asked as to what he/she ordered

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DEPARTMENT : Restaurant TASK: Order Delivery-Room Service
 Order taking  Check uniform at the beginning of the shift, neat, clean, well pressed,  To serve our
no tears or stains, name badge is worn. guests

In a friendly,
Check items delivered match those ordered. This should be done by the professional and
Kitchen staff and Delivery staff. Timely manner at

all times.
Ensure a flawless presentation “ Welcome card” and /or Removal
card”
Linen, sufficient equipment provided, arrangement, flowers, etc.
 Ensure that food is served at the proper temperature, hot food is served
hot and cold food is served cold.
 Single business women travelers, should receive an “ eminent delivery

“
Announcement call a few minutes prior to0 delivery.
 Knock on the door using your index finger or ring doorbell once.
Clearly identify the service: “ Room Service “, Wait 15 seconds before
knocking or ringing again.
 Greet the guest warmly with a smile using the name “ Good morning,
Mr. Miller, may I come in ?”
 Ask where they wish to place the tray or table. Place chair near table
If appropriate: “ Where would you like me to place your trolley / tray
Mr. Miller ?” or “ Would you like breakfast in your room or on the
balcony, Mr. Miller ? “
 Offer assistance to pour beverages, draw curtains, remove items from

Warmer, place napkins on guests‟ lap etc.
 Go through the order and point out that instructions have been carried
Through: “ May I check your order with you, Mr.Miller, you ordered
One continental breakfast with orange juice, lemon tea and some toast.
 Confirm satisfaction with the guest.

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DEPARTMENT : Restaurant TASK: Order Delivery-Room Service
 If there is wine, offer to pour and ask the guest to taste it.
 Offer to remove any used cups, saucers, trays, cutlery, fruit

baskets, etc.
 Advise the guest of removal methods when food is delivered:

“ Please call Room Service when you would like your tray to be
collected “.
 Ask the guest to sign the bill and wish them a pleasant meal:
“ Enjoy your breakfast, Mr. Miller “.
 Do all the above quickly, but do not appear to be in a hurry.
 Ask if there is anything else that the guest requires.
 Leave the room and shut the door quietly.
 Pre-ordered continental breakfast service guarantee must be

adhered to. If delayed more than 10 minutes after the target time,
Order should be rebated in full from guest bill.
 If order is delayed, guest should be informed within 20 minutes

Of placing the order. Offer apologies and indicate new delivery
Time. Always offer an alternative.
 If doorknob menu has guest signature no further signature

should be asked when delivering breakfast.

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DEPARTMENT : Restaurant TASK: Menu Presentation
 Allow the guests some time to adjust, settle down and Guest to be seated promptly
relax. and according to

reservation
Ensure that the menu is clean, no dog ears, no pen or
pencil marks, no food stains.
 Ensure that you know the daily special
 Ensure that the menu is updated
Present Menu  Open the menu and offer it to the guests
 Inform of special offers; cocktail of the day.
 Identify special needs of guests and assist accordingly.
Make suggestions  Be ready to make suggestions and assist the guest in

selecting menu items.
Inform  Menu should clearly indicate which dishes take longer

To prepare and the estimated time.
 Gusts should be made aware of containing known

Ingredients that are the cause of allergies, i.e
Nuts, dairy, shellfish, etc.

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DEPARTMENT : Restaurant TASK: Bread And Butter Service
Bread and butter  The breadbasket must contain five types of bread including Brown, The order to be
service Rye, Multi Corn, Rolls (selection as per Chef & Baker ). served
according to the
 The other two bread items are selected as per the availability guest preference
 Place the breadbasket in the middle of the table.
 Place the butter pot with the single portion butter.
 Make sure that the logo of the butter pot and the brand name of the
butter faces the guest.
 In case of a large group, portioned butter must be served on a

demitasse saucer.
 Replenishment of bread and butter to be done as & when & required
 Ensure that all bread items are properly warmed before service.
Points to remember  A minimum of 3 kinds of butter are available – salted, unsalted &
diet margarine
 In the absence of the Baker, place the bread in the oven for one
minute at the heat of 250°C.
 Always use the breadbaskets with the proper napkin folds.
 The staff must know the availability of the different types of bread
on a daily basis.
 Choice of breads available: French baguette, Cheese roll, Brown

roll, Onion and olive bread, local bread (if any), White roll, Italian
bread, Potato bread, Sesame rolls.
 On Specialty nights, breads will be kept in a warmer at back area
 During Friday Brunch and Specialty nights (busy nights), portioned

butter will be served on a demitasse saucer prior to guest arrival.,
margarine..

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DEPARTMENT : Restaurant TASK: Service Of Food
14.1.1.1.1.2 The .Resort  Once all food orders have been taken and placed in the
and Spa kitchen, the steward in charge of the table should ensure that
menus have the cutlery set up for the courses to follow are placed on the
got a table.
wonderful
selection of  Pick up food from the kitchen and bring it to the table. When
food items picking up food ensure to carry the order served first on your
ranging from right hand. Ex: the food order of the gentleman should be on
starters to your left, food ordered by the lady should be on your right.
grills, from
soups to  Reach the table and serve ladies first, from the right hand
snacks, and side of the guest. Always announce what you are serving.
from Ex: “This is the prawn cocktail” or “Here is the cream of
specialty cauliflower”.
dishes to
scrumptious  Once the guest has completed consuming that particular
desserts. The course, clear it from the right hand side of the guest. Placing
beverage list the soupspoon on the underliner or placing of cutlery set
and the wine together on the plate are indications of completion of meals.
list consists
of some of  Serve 2nd course and clear along with the show plate.
the
handpicked  Serve main course and clear table the same way as the
most previous courses
expensive
items.  Place tooth picks on the table, crumb down and remove the
Therefore cruet set. Place dessert cutlery
service of
such products  Serve dessert and while the guest is consuming the dessert
have to be take tea/coffee order and be ready for service
elegant,

sophisticated
Moment the dessert is cleared serve tea/coffee order as
but yet
explained in the tea/coffee service S.O.P
practical.
PLEASE TAKE CARE:

15 MATERIALS:
To ensure not to hurry a guest to complete a meal
16 A waiters cloth  Not to clear any plate until everybody has completed
the course
17

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DEPARTMENT : Restaurant TASK: Adjusting Covers
Collect all cutlery  Covers are speedily and efficiently adjusted only after Serve the guest
required for setting the food orders are taken and before bread service is carried according
covers from the side out. Cutlery is always held by the handle and the entire To the standard given,
station using the Captain‟s procedure is carried out with minimum noise and Without disturbing the

order interruption to the guest.
table culture to much.
The correct amount of the appropriate cutlery are
obtained
From the nearest side station using a completed captain‟s
order for the table as checklist. Required cutlery are
carried to the table on the cutlery setting tray resting on
the left palm, leaving the right hand to perform the
adjustments.
Check that all required  Using the Captain‟s orders as a guide, exchange the
pieces are on the setting original table cutlery with the correct cutlery items to
tray before approaching match the food orders. The exchange is carried out on a
The table . “add first, taken away second” basis, placing always the
new cutlery on the table before removing the original
setting.
Adjust the setting at the  Servers carry out all settings and adjustments to cutlery
Table to match the food on the guests right by standing on the guest‟s right and
orders using the Captain‟s using their right hands to carry out the exchanges and
Orders. vice versa. By doing so, servers will never reach across a
guest when setting or adjusting cutlery.
Visually ensure all  The only exception to this being a situation when a guest
adjustments are made Sits with one side against the wall making it impractical
before leaving the table Not to reach across the guest. A final visual check is
always made to ensure the adjustments are correct and
complete.

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DEPARTMENT : Restaurant TASK: Follow Up
Ensure that the guest is  Approach the guest when he is not conversing or busy Quality check for guest
satisfied with the with another guest satisfaction to reservation
product

And procedure
If busy, leave the guest and return later
 Ask guest if everything was fine.
 If all was well, thank the guest and leave
 If things are not going well for the guest, find out
why, apologize, act quickly to rectify the problem.
 Warn other staff members if required.
 Try to up-sell
 Ask for any further assistance
 Give your name as a point of contact
 Offer newspaper or magazines if available
 Offer children‟s seat as an option

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DEPARTMENT : Restaurant TASK: Complaint Handling


Manage the complaint The first few seconds are crucial !! It costs 5x more to get a
Your positive impression towards the guest is important new customer than to

You have to show sympathy keep a repeating guest
Apologize at once !! happy.
 Listen carefully to the guest‟s points


Demonstrate

Understanding Remember the details, signalize understanding
Bring-in the “ I “ message


Get the main issues Tell the guest what your action plan is

Take notes, if the case is to complex
Confirm and repeat the main points


Offer solutions Never argue with the guest

Offer one or even more solutions,
Signalize your understanding & he /she will cool down


Explain your follow up Explain a detailed step-by-step procedure

Give a solid time frame for the compensation
“ I will arrange this at once, if this is ok with you ? “


The compensation Most important is speed for the execution It is important that the

Let the guest decide, ask what he/she would like to have guest feels being
Demonstrate your good-will to please the guest recognized


Our apology Admit the mistake

Repeat the reason / main issue for the apology
Be grateful “ Thank You Mr. X “


Demonstrate relation Move away from the problem

Ask for other services, which are surely positive
“ By the way, your room is fine, are you happy with …?”

Only 1 in 20 guests really

We are grateful Be grateful complain, the rest remains
“ Thank you Mr. X for letting me know ……. quiet & does not return
 Most guest don‟t expect you are coming back once more

The follow-up talk
It will help in the future, guest will remember

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DEPARTMENT : Restaurant TASK: Billing And Payment
Settlement of the bill to  During breakfast, according to the type of breakfast, The bill to be ready when
be ready

the check will be punched and placed on the table. the guest requests.
when the guest requests. During other times, after tea or coffee order/ if there is
bill no tea or coffee order, prepare the bill and keep in the

station until the guest requests for it.
Before presenting the bill, it must be properly
itemized exactly reflecting the actual order. Always
check that the breakdown is clear and the bill indicates

what is included.
When the guest requests the bill, present it in a clean
bill folder with a guest comment card and a …. Pen
The bill must be accurate

within 3 minutes of request.
Encourage the guest to fill the comment card by
explaining that it will help us to improve our service

and product.
After presenting the bill, retire from the table and stay

within the vicinity.

Recover bill and means of payment applicable.
The payment must be processed quickly and returned
to the guest within five minutes
Points to remember  If the bank declines a credit card, never embarrass the Credit card or the change

host in front of the other guests. to be given to the guest
The POS machine indicates that there is a quickly
communication error, contact the bank before

returning to the guest.
If a guest refuses to fill the guest comment card, do

not force the guest.
All filled up guest comment cards are collected and

kept near the cashier counter.
If the rating of the evaluation is acceptable or poor, it
must be brought to the attention of your superior
immediately.

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DEPARTMENT : Restaurant TASK: Billing And Payment
Check the bill 


Check the bill when not in front of the guest Bill to be delivered
Before printing the bill : promptly and free of errors
- Check the number of items consumed by guest
- Check the prices
- Check whether there are any discount
- entitlements
- Check if guest is a moments card holder
Print and Present 


Print the bill from the Micros computer
Put it in a …. Folder with a ….. Pen


Include a Feedback form
Present the bill to the guest who asked for it.


Settle the Bill Collect the folder
Check the method of payment.


Credit Card Swipe the card in the Electronic machine

Wait for the slip to come out of the printer

Tear it

Include in the folder
Hand carbon copy to guest and after his/her signature
complete transaction after signature in machine


Cash Collect the folder

Check the amount of cash is sufficient.
Check the notes are authentic, not counterfeit. (not in

front of guest)

Settle it in the Micros box.

Include the change in the folder

Bring it to the guest
Remaining change is to be put in the tips box


Room Settlement Collect the folder
Verify that the name, room number and signature of

the guest are clear and visible.
Settle it in Micros.

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DEPARTMENT : Restaurant TASK: Check Sequence
Use MICROS to send the  Give orders to the kitchen (explain in the event of a Knowledge of MICROS
kitchen orders and print special guest request)
accurate guest checks. Accurate orders
Give the kitchen order  Print check from MICROS.
Efficient and prompt
 Record on a guest order report including: time, check
Print the check number, description, staff no. and guest room number Clean
 Cancelled orders after the check is printed are voided

immediately and never be used for another order
 Give order to waiter to prepare items ordered by

guests
Input orders into MICROS  Input into MICROS after receiving order Efficient and accurate
 Hand over printed bill to waiter after recording on

order report
Double check the guest

Close guest check  Guest checks returned to order taker should be posted name and room number
to the relevant room immediately through MICROS
 Print the signed guest check with MICROS again for

closing the check
 All guest checks should be sent to Front Desk at least

twice during the shift

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FOOD & BEVERAGE TASK #: 5.18/5
DEPARTMENT : Restaurant TASK: Changing Cutleries On Tables
Equipment
 All tables are set according to the set menu or buffet of

needed:
To guarantee the
the day. Therefore when any of the guests order dishes best service
18 Tray with apart from the regular menu a change of cutlery will Possible for all
guests at all Times.
 Once the order is taken check whether the cutlery set is
have to be done.
underliner
with a appropriate for the menu, if not
napkin Place the cutlery on the tray, which has to be set on the
 Approach the table and excuse your self, and place the
table
folded to
place
 Ensure appropriate cutlery is placed for each dish before
cutlery while removing the unwanted cutlery
cutlery
 At the completion of each course if any of the cutlery
it is served
that was placed for that particular course is still

remaining unused, it should be removed after the soiled
plates are cleared
 Not to send unused cutlery to the wash up area

PLEASE TAKE CARE:
 To handle cutlery only from the base when clearing
 Not to disturb guests conversations while the change

and placing
of cutlery is being done

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DEPARTMENT : Restaurant TASK: Clearing Table & Check
Clearing guest‟s  Observe, be attentive to guests signals and respond even to tables Arrange in polite
table Which are not in your station. Head always upright, look around. and timely

After service and fashion,
prepare for billing Approach the table when the last person has finished the dish. Without
Notice when the cutlery has been placed inside. Notice guests who interrupting the
Have not been eating for a while, plates pushed away slightly. guest to much.
 Clear plates from the right, ladies first at all times !
 When clearing, work as quietly as possible, Move quickly and as

Efficiently as you can and try not to disturb or obstruct the guest.
 When clearing empty glasses, offer the guest another drink:

“ Would you care for another beer, Mr Miller ?”
 Smile, excuse yourself, offer to clear the plates.

“ May I clear your plate , Mr. Miller ?”
 Check satisfaction at least once during the meal. Check satisfaction

While clearing: Howe was the fish, Mr. Miller ?” If the guest is
pleased, say : “Thank you”. If the guest is not pleased, apologize,
thank him / her bringing it to your attention, exchange the dish if
appropriate and inform the restaurant manager.
 No more than 5 minutes should pass, between clearing one course

And serving the next.
 Ashtrays should be removed covered by a clean one, then replaced.
 Serving / clearing station quantities should be relevant to the

Restaurant volume and capacity.
 No trays should be positioned on the table to clear dishes.
 Cutlery positioning on the plate ( set parallel ) is commonly used as

An indication that the customer has finished the meal. However
Always check with the guest before clearing

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DEPARTMENT : Restaurant TASK: Clearing Table & Check
 Staff members should be knowledgeable in cutlery positions

Signalizing end of meal according to different customs E.g.
Horizontally across the plate at 3.00 o „clock
Or vertically at 6.00 o‟ clock .
 Bread and butter should be removed upon completion of the main course.
 On customer‟s request, present the check.
 The check is accurate, clean, no stains or marks.
 The check is properly itemized, exactly reflecting actual order.
 If promotional materials are included, they are clean and updated.
 Bill should indicate what is included in the charges. E.g. tax cover
Charge, service charge.
 Give ample time for the guest to check the bill without hovering
Around the table, but stay in vicinity.
 Recover check and means of payment if applicable.
 Thank the guest and process quickly.
 Ensure that the cashier / restaurant staff deals with the check
Promptly and returns the change or customer credit immediately
( where applicable )
 Give a copy of the receipt to the guest with the card ( if payment
Was done with credit card ) in a folder : “ Here‟s your card and receipt, Mr.
Miller, thank you very much “.
 If the guest disputes bill, say: “Please give me a moment to look into this”
Do not check the bill in front of the guest.
Wave discrepancies within a certain limit and as established by management
Apologize for any real perceived errors

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DEPARTMENT : Restaurant TASK: Placing Of Tooth Picks
 After the completion of the clearance of main course

19 At the completion of food plates placing of toothpicks should be done.
the main course,
once the plates are  Place the toothpick holder on a tea saucer.
cleared tooth picks
should be placed  Reach the table and place it on the center of the table
on the table to ensure it could be reached by all the guests who are
on the table
20
21
PLEASE TAKE CARE:
22
23  Toothpick holder has to be very clean free of dirt.

Ensure that all toothpicks are removed and holder
24 washed at least twice a week.
25  Do not over fill the toothpick holder.
26 MATERIALS:  There is no need to place toothpicks if the guest opt
only for a soup, salad and dessert. However if a guest
request for toothpicks the above mentioned procedure
has to be followed
27 Tooth pick holder
on a underliner
28 of a tea saucer
placed on a
beverage tray

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DEPARTMENT : Restaurant TASK: Cigar Service
Cigars have to be pre- 1. Some cigars are packed in cellophane and have to Serve the guest up
arranged prior to lighten To be unwrapped first. to his / her
them. expectation
2. Cigars are hold with the left hand at the cigar bow.
( Whether the bow will be removed is the guest‟s decision )
Mise en place: 3. Cigars which are closed at their ends, have to be

Slit open. It is important, that the cut is clean and even,
- cigar match stick or otherwise the cover-leaf is damaged and
cedar splinter Therefore the problems for inhaling might occur.
- cigar ashtray
- cigar cutter, round When cutting the cigar, 3mm of the “head” should remain.
scissor The reason for cutting the “head is solely for the purpose of
- candle clearing the folding leaves.
- B/B plate for trimmings
The opening has to be big enough to provide a
Proper puff, that means the cut has to be smaller than the
diameter of the cigar.
4. Now the prepared cigar is presented and handed

over to the guest. Normally he/she will lighten up
the cigar him/herself.. Otherwise the waiter offers
a gas lighter or long match stick.
Nothing must be used to disturb the flavours.

No gasoline lighter, nore smoking sticks, the sulphur
of the match stick must be burned down completely
The burning section is being hold into the flame
Of a cedar splinter or candle to “pre-warm”
After one takes the cigar in the mouth and moves
1 cm towards the small flame.
While taking short puffs, the cigar is slowly twisted over the
Flame until the ash is evenly spread at the other end.

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DEPARTMENT : Restaurant TASK: Cigar Service
HOW TO DO IT
“A MATCH FOR A GOOD CIGAR”
Tradition dictates that cognac or vintage port, are the correct accompaniments to a cigar. But why ?
Today we smoke cigars at any time we fancy, so why not with a cocktail or a malt whisky? Does the acidity of a
cigar need the sweetness of alcohol to cut the taste and compliment the fine nature of the leaf ,or not ?
One chooses a cigar according to mood or occasion in the same way as a wine. They come in varying strengths
dependant on the leaves in the roll and are sized according to length and girth. [The girth is given as the ring size
or RG. The higher the figure the fatter the cigar.] There are three types used in the filler, which are secured by a
Capote, or binder, while the Capa or wrapper dresses the cigar dictating its appearance.
Selecting a beverage is a personal choice but I would like to enlighten you on the values of my personal
favourites
Definitive malt whiskies ARE OF A WIDE CHOICE, but one of my favourites includes Scapa [Orkney Isles]
and you may wish to match a Don Gusto Toros. The cigar, is of medium strength. The matched pair, make a
long elegant mellow smoke. The malt is soft round and fruity without the burn one gets with cognac and the
mellow smoothness of the cigar combines to give a long elegant palate
My next malt whisky choice is Royal Lochnagar produced just below Lochnagar, mountain on Royal Deeside
single malt and so has the mineral nose and characteristics of that location. But perhaps because it is matured in
sherry casks, or perhaps because of it‟s sweet mellowness, it works very well with the stronger cigars. It brings
out the smoothness and style of the whisky with the Don Gusto mellowness. Another great match here is a Don
Gusto Torpedo
Other spirits which are an interesting match include Calvados especially an older version and very fine
[Berneroy] is an adventurous match, but be careful there is not too much apple taste, which can be surprising, but
the vanilla content should help to overcome this. Try a Don Gusto Corona
Good Cognac of which I will not suggest as that would undermine my roots and I do not wish to enter into a
discussion without having the product on hand or knowledge
Moving away from spirits, I would encourage you to try cocktails starting with a Dry martini cocktail, made with
quality Gin. Try matching a Don Gusto Lonsdale This particular cigar is a match for most cocktails.
A Cuban cocktail favourite the Mohito, consists of Havana Club Rum, lime, fresh mint and soda and a match for
this would be a Don Gusto Corona. Mai Tai‟s and a Singapore Sling go well with a Churchill
Velvet Hammer , a cocktail of vodka, crème de cacao and cream goes very well with a Do Gusto Doublke
Corona. The cream and the smoke, with the hint of chocolate and the cigar‟s edge of the earth flavour combine
well.
To summarize, cocktails work wonderfully with cigars. The sweeter the cocktail, the stronger the cigar seems to
be the general rule. Malt whisky, and Cognac are also a very good combination

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DEPARTMENT : Restaurant Chinese TASK: Cigarette Service & Presentation
1. When guest orders for a packet of cigarette, the server should To guarantee the
repeat the order best service
Possible for all
2. Issue a captain's order / POS to cover the order guests at all
times.
3. Get the cigarette and put it on a plate with a box of matches
4. Bring it to the guest and show it to him, at the same time ask
whether he would like us to open the packet
5. Remove the seal, open one side of the foil paper on the top of
the cigarette (do not tear off the foil paper)
6. Hold the packet with one hand and hit on the other hand's thumb
or index finger gently to let the cigarettes come out of the packet
by approx. 1.5 to 2 cm
7. Put the whole packet back on the plate and put it next to the
guest
8. Let the guest to take the cigarette out from the packet (do not
take out the cigarette for the guest)
9. Have the lighter or matches ready in hand, when the guest hold
the cigarette in fingers, light the cigarette for the guest with the
other hand to prevent the flame off

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DEPARTMENT : Restaurant TASK: Breakfast
 Acknowledge guest within 10 sec / 3 meters of entrance.

Establish
Eye contact and smile: “ Good morning sir / madam “ .
 If you are busy, say: “ I will be with you shortly sir / madam “
Or call a colleague.
 Ask for guest name, rather than the room number.
 Use guest name at least twice during conversation.
 Guide guest to the table.
 Offer choice of seating.
 Observe guest and offer a table to meet their individual needs.

E.g. single guest
 Hold chair for guest-place, place napkin on lap.
 Explain buffet service and dishes on offer, specialties or breakfast

Choices.
 Staff should have full knowledge of menu composition, so that

They can guide the guest in his / her choice when necessary
 Offer to take drinks order “ Would you like to have tea or coffee
Mr. Miller ?”
 If requested, provide the A La Carte Menu open to the guest.
 Serve beverage within 5 minutes, remembering who ordered

them, Ladies first at all times !!

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DEPARTMENT : Restaurant TASK: Breakfast
 Observe guests body language and be attentive to their needs and

place. If guests need more time, say: If you need a moment or two,
Mr. Miller, would you prefer me to come back ?”
 Ask open ended question to establish customers exact needs and

Preferences.
 Once the guest has decided be neutral as to their choice and support it.
 Be flexible and be prepared to modify dishes or accommodate special

Orders. Be open and honest about menu request, if necessary check
Back with the kitchen before making a commitment.
 Remain attentive to guests needs during the meal by regularly passing

Through the tables.
 When the guest has decided to go for the buffet, assist guest with the
Serving.
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DEPARTMENT : Restaurant Chinese TASK: Behavior During Service
DO
1. Provide help when called even in another section To guarantee

the best
2. Never stand in group service
Possible for
3. It is prohibited to speak loudly / argument in front of the guest all guests at
all times.
4. Never put hands in pockets / on hips / cross arms
5. No picking noise, rubbing eyes, scratching or any other similar gesture to
any part of your face / body in front of the guest
6. When Napkin / silverware / chopstick is dropped on the floor, supply a
new one to guest
7. No chipped glass / chinaware should be used
8. To avoid wrong order, repeat the order to guest
9. Be sure to remove all plates when guest have finished

10. To maintain a pleasant and helpful attitude towards guest "smile”.
11. Remember the guest is always right
12. Under no circumstances should the guest hear argument
13. Always give a friendly good bye
14. Do not speak our mother language to your staff in front of the European
guest
15. Whenever, one or more foreign guests on a table of local guests, always
speak English
16. Do not point the finger at any guest
17. Do not lean against any objects such as: Table /chair / service station in
the public areas

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DEPARTMENT : Restaurant Chinese TASK: Checking On Service
DO
1. Frequent check on service in a helpful and professional manner To guarantee

the best
2. Ensure that the tables are not shaking service
Possible for
3. Ensure that the tables and chairs are properly set and clean all guests at
all times.
4. Ensure that the surrounding of the table is clean especially when
resetting for new customers
5. Ensure that the ordered food arrived correctly, in sequence and on time
6. To check with the guest whether the food ordered are sufficient, any
additional dishes, rice, side dishes to be added
7. Check with the guests how do they enjoy the food
8. To make recommendations professionally
9. To check whether the table is kept clean
10. To check whether the table is kept clean
11. To check additional drinks are offered and served
12. To ensure the tea served is hot and the thickness of tea is preferable to
the guest

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DEPARTMENT : Restaurant TASK: Telephone Etiquette
Telephone etiquette describes the correct way of communicating using the

in house telephone. Telephone etiquette exists mainly because it is a polite
standard that is clear and helps to avoid confusion.
When answering a telephone you should let it ring approximately 3 times

before answering. If you let it ring too long then the person calling may
hang up if they are impatient. If you pick it up after just one ring the
person may be surprised and may not sound as confident as they would
like to.
The official greeting should inform the person calling where they have
called to and with whom they are speaking to.
If the Dining on the Hill is our example, the greeting would be:
“Sawasdee Khrap, thank you for calling Dining at……..l. This is ……

speaking, how can I help you?”
Also when someone is calling, it useful to have a pen and paper handy in
case you need to write down any special details like the villa number, the
time of the call and any special request that the guest may make. The notes
you make will serve as a reminder in case you forget any of the details of
the caller.
At the end of the conversation and before you hang up, thank the guest for
their call.

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DEPARTMENT : Restaurant Chinese TASK: When The Restaurant Is Booked Out
1. We should suggest the guest to use / try the other restaurants To guarantee the
of the hotel, the hostess must call that outlet to secure a seat best service
for the guest before the guest make a move. Possible for all
2. If the guest insist to wait, we can ask the guest to leave his
mobile phone number (if there is one), once space is
available, we can contact the guest to come to the restaurant
3. Or we can suggest the guest to have a drink or a seat in

waiting area / lounge, when the table is ready, we can go to
pick the guest up
4. Do not commit the exact time when we can provide a seat for
the guest if the guest is on waiting list, we can only tell the
guest that roughly, it shall take approx how long

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DEPARTMENT : Restaurant TASK: Cancellations & Bookings
1. All concerned personnel / sections must be informed if the To guarantee the

table / PDR has been pre-set and / or the advanced order has best service
been placed Possible for all
2. Cross out the release the booking which was marked, put
down all details such as who call to cancel the booking /
when did he call / who cross out and release the space
3. Thank the guest for calling to inform us the cancellation

when receiving the call
4. Should try to find out the reason why the guest wanted to
cancel the booking, check whether the guest would like us to
mark the booking for any other dates tentatively

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DEPARTMENT : Restaurant TASK: Clearing & Re-setting Table
 Put the chairs in order To guarantee the

 Remove the soiled face towels and napkins together best service
with the tea pots, and put them to the specific areas Possible for all
 Use a bussing tray to clear all glasses guests at all Times.
 Use a bussing tray to clear all soiled dishes and put them
in order (big one underneath and small ones on the top)
 Lay the clean table cloth as per SOP
 Reset table as per SOP
 Ensure that the Carpet (floor) and the chairs are cleaned
 To inform the hostess to bring the new guests

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DEPARTMENT : Restaurant TASK: The Fine Art Of Observation
Guest want to be
One of the most important talents as a host/hostess is being
recognized and
able to observe and predict. The eyes should be open at all
served
times, constantly sweeping the restaurant and quickly
Immediately.
looking at how each table is doing.
It even sometimes helps to quietly describe each table to

yourself. Observing helps you see things as they happen,
and so you can better plan your timing, even if it is only by
a few seconds. It will also allow you to deliver a better
service to the guest.

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DEPARTMENT : Restaurant TASK: Farewell And Departure
To bid farewell  Pull the chairs out for the guests, ladies first Ensure guest is satisfied

and will return
Check satisfaction of all guests
 Ensure any queries or suggestions are immediately

acted upon
 Escort the guests to the exit
 Thank the guests for their business and help them with
any luggage or coats, etc.
 Go back and reset table promptly


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DEPARTMENT : Restaurant TASK: Restaurant Clearing
Clearing at the Bar  Only when the last guest has finished, remove glasses Restaurant tables and bar
or cups from the Bar counter and place them in the counter are cleared
appropriate area. without disturbing guests

and tables/bar counter is
Wipe the counter dry if required. clean and tidy at all times
 Remove and dispose of coasters
Clearing from the table  Remove the glasses or cups with a tray from the table
from the right side of the guest or without crossing the
front of the guest.
 Clear glasses of ladies first.
 Be as unobtrusive as possible, not to disturb guests.
 Carry the tray to the clearance area.


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DEPARTMENT : Restaurant TASK: Pool Service
Pool Service is very PRESENTATION: To provide friendly

important as many The Pool/s must always be clean and highly and professional
guests spend a lot of presentable to the guest service at all times,
their time by the Pool. paired with attention
Our intention is to PROCEDURE: details and to
“Wow” the guest and go 1. Engineering Department staff to deep clean the security
beyond their pool each morning by 8:00 a.m. Alert measures.
expectations. In this 2. Staff in charge of pool operations and service
respect, the following must ensure that all the Pool area is neatly
minimum standards and arranged and clean before 9:00 a.m.
procedure shall be 3. All sun loungers and fixtures in good order and
implemented . laid out neatly
4. Sun Loungers are to be laid out with towels
and umbrellas opened by 9:00 a.m.
5. Ensure that all sun lounger drawers are clean
and that in the left drawer, Pool side menu and
Activities list are placed neatly
6. Check that the Pool side menu and activities
list are in good order
7. Pools and surrounding areas must be in
thoroughly inspected for cleanliness, safety and
sanitation. All debris e.g. leaves, branches, dirt
must be totally cleared.
8. Guests must be greeted by name if previously
known (check In-House Guest list)
9. If guest is wearing a robe, the Pool Boy should
assist and place this neatly folded on the sun
lounger
10. Towels must be unfolded and laid out for the
guests.
11. Guests are enlightened about the pool service
and system upon arrival including thoroughly
explaining the use of the pool, and the
availability of the pool side menu


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Guest want to be
12. A fresh cold face towel is presented to the guest
recognized and
upon arrival.
served
13. The guest is asked whether he/she would like any
Immediately.
food and/or beverage orders after the initial cold
face towels are presented and also to offer guest
the menu if he/she would like to see it
14. Follow the tasks on the check list provided to
ensure that sunglasses are cleaned, spritzers and
menus offered, complimentary fruits, sorbets and
cold face towels are given at the time specified.
15. Service to offer sun glasses cleaning must be
done with only glass cloth and spray cleaner on a
wooden tray.
16. Spritzers are offered every time an offer to clean
the guest‟s sun glasses are made
17. If guest is a smoker, provide an ashtray. Standard
is no more than 2 butts in the ashtray.
18. Service of all food must be done on the In-Villa
dining rectangular tray with the cutlery set on
either side of the plate so that the guest can
consume the food while the plate is on the tray
itself.
19. Beverages will be served on a coaster on to the
tray fixed onto the side on the pool bed. No glass
vessels are to be used at the pool area
20. Every time the pool boy makes his rounds to
cater to guests or carry out the designated tasks
 Look out for arriving and departing guests

he must see to the following:
and offer the respective services mentioned
 Check and remove trash around or in the

above
 Collect dirty towels

pool
 Offer and refill water ice if guests so require


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 Bring out towels and arrange sun loungers Guest want to be

 Fold and towels robes for guests, place
for arriving guests recognized and
served
bookmarks for guest‟s books that are open
 Offer glasses and ice for guests that bring
Immediately.
 Rearrange chairs and loungers upon guest

their own drinks
departure and ensure that the

drawers are cleaned, that the menus are in
order, furniture and umbrellas are in good
 Move umbrellas from time to time so that

order
the beds are always under the shade

21. The afternoon offering of fresh cut fruits must be
different from the one offered in the morning.
22. The complimentary sherbet must be changed
daily
23. The Pool boy must remove all towels, plates,
cutlery and glasses
24. Pool Boys must always be attentive and alert to
service guests, see to guest requests and ensure
the enjoyment and safety of the guests
25. All pool boys must be trained and certified in
Life Saving and First Aid
26. Fresh Fruit smoothies will be provided to all
guests complimentary and to accompany all cold
towels offered
27. Sun Tan/Block Lotions are offered to all guests
28. Cold face towels with a smoothie to be served
alternatively every half hour

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DEPARTMENT : Restaurant TASK: Research Market Trends
Get information  Obtain details from other companies Information on market

trends must be researched
and updated every 3

months.
Discuss and compare ideas

Select concepts Investigate new concepts
Investigate new concepts to generate more business
Conclude  Report to the F&B Manager and offer suggestions Improvement in business

and service
The outlet has its own business plan Accurate and detailed
 Business plan should include the following: Budget Positive suggestions

revenue, market analysis, SWOT analysis
 From the business plan a Standard of Performance

plan is produced & implemented to include marketing
plan & costs
 All marketing collateral to be professionally produced

& conform to …… standards
 A current guest history is maintained & mailed

monthly by the restaurant management staff
 An outlet questionnaire is produced for guest

feedback.
 Positive and negative feedback is discussed with staff

during briefings.


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DEPARTMENT : Restaurant TASK: Opening Procedures
Key Collection  Collect the bar keys from the respective Ensure hotel rules are
office/Security followed at all times
Stock Collection  Collect the stock, double check from the stores.
 Collect the respective fruit and garnish.
Equipment Collection  Collect the glasses from the washing area making
sure they are properly washed and polished with hot
water, before positioning them on the bar section.
 Collect all the linen needed for the operation from the
linen room.
Cash Float Collection  Make sure cash float is collected and counted prior to
your shift.

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DEPARTMENT : Restaurant TASK: The 6 Principles Of Quality Service
Give the guest what he/she 1. Guest Focus The guest is always right
wants
The guest is reason why we are in business and therefore
The guest and his/her needs must be the focus of
Everything that we do.
Never say : “ I‟m sorry, that‟s not part of our policy
If that is the case, then it is truly time to review that
Policy to meet the guest‟s need. Whatever the policy
Or procedures used to handle any situation involving
Guests should always be formulated with the guest‟s
Need in mind.
React on complaints
Positively and follow up 2. Focus on the process as well as the results
on it
How a task is carried out is as important as the final
result. The step by step approach that we adopt to carry
out any task is part of our quality service though the end
result is what most guest experience.
Consistent, prompt & 3. Prevention versus inspection

Polite recognition
It is better to prevent set up a situation, whereby little
Variations in quality takes place rather than to always be
Checking for quality. The standards and procedures set
up to accomplish a task should be “prevention”
orientated rather than a cure.
Focus on: 4. Mobilize expertise
Fast Seeking advise and technical knowledge of those who

Sufficient are expert in a particular field, and help us maintain
Greeting quality. If you are not sure of handling a delicate
Friendly situation or service procedure, ask always first your
supervisor

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DEPARTMENT : Restaurant TASK: The 6 Principles of Quality Service
5. Fact based decision making
Whatever decisions we make should be based over on

Hard facts gathered through records or data collected
Over a period of time, rather than a “gut-feeling”
approach.
6. Feedback
The best people to ask about quality service is our

guest. Guests are always willing to tell us what they
expect, need and want from us in terms of service and
Quality.
A system of gathering feedback from our guests

should be implemented as a constant check on guest
Satisfaction

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DEPARTMENT : Restaurant TASK: Accessibility-Location-Guest Awareness
Information about  Make sure all staff concerned know and are To be informed of
restaurant for aware off the location of all relevant signage restaurant location and
Easy access to all guests activities
posted for F&B and front of the house.

 Signage is clean
Signage Make sure:
 Free of obstructions
 Shows correct information
 Is clear and not ambiguous
 Well lit during evening & night hours
Room packs  Make sure room packs are updated
 Show correct information
 They are in the right location for the guest to locate

easily.

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DEPARTMENT : Restaurant TASK: Restaurant Set Up
Lighting  Illumination should be adjusted according to the time To ensure that the bar &
of the day. restaurant is comfortable
and
welcoming
Temperature 

Air-conditioning should always be comfortable.
The air is fresh, not smoky.
Music  Music type and volume should be appropriate

according to the time of the day.
Cleanliness  Seating area and bar area should be perfectly clean

hygienic
Plants  Plants are fresh, clean, not dusty and well maintained,
no dead leaves
Menus  Menus are clean, fresh, updated with the daily special
and not messed up
Bar counter  The bar counter is clean and neat.
Floors  The floor is clean, polished and dry.
Tables  The tables and chairs are well arranged and neatly set.
If there is a candle/lamp on the table, it is lit.
Windows/doors  The windows and doors are clean, no finger prints,

well polished.
Curtains  Curtains are clean, neatly arranged

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DEPARTMENT : Restaurant TASK: Mise en Place
Understand the terms  “Mise en place” means pre-preparation. Whatever will Mise en place must be done
be used during service, to be prepared in advance i.e. in tidy and neat
ensuring the equipment is sufficient and ready for use
i.e. trolleys and trays are set up for breakfast, lunch
and dinner
 (Preparation before actual service)
Perform tasks assigned by  Manager / Supervisor / Order Taker will instruct

Supervisor waiters to handle the mise en place i.e. trolleys/trays
set up, cleaning and sorting equipment etc.
Increase speed of service  The aim of mise en place is to facilitate a smooth and
easy work flow, resulting in more efficient service
 Dry all equipment with a cloth for this purpose.

Sort silverware
Sort into a cutlery container
Sort Chinaware  Pile up the different items on the shelf
Sort glassware  Sort by type and size. Place in different trays and store
in drawers
 Chinaware is not chipped, scratched, spotted or faded
General mise en place  Par stock of equipment sufficient for day-to-day

standards operation

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DEPARTMENT : Restaurant TASK: Back Area Duties
Breakfast Duties 

Linen is changed after Briefing. Efficient service is
Make sure that the linen book is taken with you. The ensured by stacking up
side station and

linen is properly counted and entered in the book.
Replace fresh linen for dirty. If any items are not restaurant back area with
available, write in the linen book and inform the all necessary mise en
Supervisor. Specialty Night linen must be done place to get through the
busy operation

separately.
Breakfast mise en place is completed and staff are

assigned to lunch break by 12 noon.
When doing mise en place, priority is given to the
following items:
Teacups, Teaspoons, Cereal Bowls, Small Knives
and Forks, Dessert Spoons, Side Plates, Juice

Glasses, Butter Pots.
Ensure to refill the buffet when following equipment
is wiped:

Cereal Bowls, Plates and Juice Glasses.
Still Room must be cleaned and ready for service

before 12 noon.
Juice Bottles and Milk Containers are washed and

filled with water and kept in the respective place.
One Coffee Cona Pot are kept in the Still Room for

Lunch Service
Teacups and Demitasse Cups are arranged on the cup

warmers.
All items mentioned below (used for Breakfast) are
stored:
Miso Soup Bowls, Japanese Breakfast Boxes, Egg
Cups, Extra Cereal Bowls, Juice Glasses, Extra

Teacups and Saucers.
The following racks are to be used during Breakfast.
Teacups, Juice Glasses and Water Goblets

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DEPARTMENT : Restaurant TASK: Back Area Duties
General Duties  If the recycling bins are full, empty and kept near the
main washing area to be collected by the Stewarding

staff.

Put Plastic bags on recycling bins

Ensure to use the steel trolley to transport equipment.
Make sure that the back area is always clean at all
times. (the linen trolley is kept on the right of the

bussing table.

No other outlet equipment is kept in the back area

Make sure that equipment is stacked properly.
Paper rolls and washing soap must always be

available , if not ask the Stewarding to refill.

Ensure that the floor dry at all times.
Be aware of breakages. If any equipment is broken,
place in the breakage bin and do not throw in the

garbage.

The cutlery containers must be half filled with water.
Two extra containers must be kept near the sink for

Teaspoons and Butter Pots.
Any tarnished cutlery must be dipped in the
chemical. Remember not to keep it in chemical for a

longer period.
Dishwashing Machine must only be handled by

Stewarding Staff.
If the garbage bin is full, the Steward must be

informed.

No racks must be kept on the ground.
The staff allocated at the back area must check the
cleanliness and mise en place, refill of the buffet

every half an hour.
Always keep a check on the Hot Beverage mise en

place at the Still Room
During the Lunch/ Dinner service, replace the juice
glass racks with wine glass racks.

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DEPARTMENT : Restaurant TASK: Guest History Cardex
 Accurate and complete records of preference of

Preparing and adjusting regular To recognize the guest
the guest Guests are written down in a cardex system. by
history cardex Name, title and
 The hostess, Captains and Manager starts a record of
heritage with
All his/her likes-
Any guest arriving at the “guest history template” and dislikes and
 If possible ask as well for a business card and fill all

to be considered a regular and repeating customer. preferences
Required information in as follows:

All information to be
filled in a “guest history 1. Full name of guest
Template and
Saved at the 2. Date of birth
Restaurant
Folder including
Copies to
3. Occupation / company name
Director of F&B
4. Country of origin
5. Marital status, married with 2 kids etc.
6. Preferences of certain tables & location,
7. Smoking ( cigarette or cigar ) or non smoking
8. Preference for being served by a particular staff
9. Preferences and dislikes for specific food and

beverage
10. Preference of newspapers, magazines, music etc.
11. History & dates of visits
12. Satisfaction/praise or complaints occurred
13. General comments


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DEPARTMENT : Restaurant TASK: Stationary – Linen Record & Storage
No. Item Unit Max Min
1 Table cloth (210 x 210 cm) Nos 150 100
2 White napkin (55 x 55 cm) Nos 500 400
3 Tray cloth (55 x 47 cm) Nos 100 75
4 Tray cloth (33 x 45 cm) Nos 100 75
5 Round tray cloth (30 cm) Nos 12 12
6 Wiping cloth (discarded) Nos
7 Napkin (other colors - discarded) Nos 25 25
Position: Signature: Postion: Signature:
Date: Director of Date:

Food & Beverage
Page 2 of 2

DEPARTMENT : Restaurant Chinese TASK: Stationary – Linen Record & Storage
To guarantee the
 Fill up the linen record book with details best service
 Date Possible for all
 Items guests at all Times.
 Restaurant count
 Laundry count
 Issued by linen room
 Received by
 Balance carry forward
 Collect clean linen
 To ensure that there is no discrepancy
 If there is shortage, to indicate the amount in the record
book (under balance carry forward)
 To ensure that linen attendant signs in the linen record
book
 Bring the linen back to the restaurant
 Arrange the linen into the linen cabinet properly stack it
neatly accordingly to the items and sizes
 To separate all table cloth in sizes

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DEPARTMENT : Restaurant TASK: Replenish Linen
Take dirty linen to the  Bring trolley with counted dirty linen to Linen Room Linen must be clean and

Linen Room 3 times daily after every shift in good condition and

Separate all linens in variety must be always circulated
to allow sufficient supply

Tie the soiled napkins in bundles of 10

Ensure there is no debris attached to the linen

Badly stained (or damaged) linen to be separated
Use assigned linen trolley for transport via the

back of the house
Count and put into batches  Count each different item i.e. napkin, trolley cloths,

condemned cloths etc.
Record  Write the total of each dirty linen type counted in the
Linen Book
 Pre count all soiled linens
Collect fresh linen  Collect the exact amount of fresh linen from the Linen
Room
 Any balance to be recorded in the linen book and

collected at a later time
Date: Director of Date:

Food & Beverage
Page 1 of 1

DEPARTMENT : Restaurant TASK: Handle Routine Cleaning Tasks
Make a schedule  Prepare all cleaning tasks on a schedule and post on All jobs must be done on
notice board: schedule and all items
a. Clean trolleys on Sundays – night shift must be cleaned and kept
b. Clean electric warmers every day – night shift in perfect condition
c. Clean fridge and shelf trolleys every day – night
shift
Job assignment  Supervisor or Manager to assign the job tasks to staff
Follow up  Supervisor or Manager should check all the cleaning

(as mentioned above) when finished
Handle cutlery polishing  All cutlery items are to be polished once a week on
Friday
Handle trolley cleaning  Wipe the entire trolley with a damp cloth. Make sure
that there are no stains on the surfaces. Check the
cleanliness of the supporting stand and wheels
 Spray WD40 once a week, so the wheels move

smoothly


Handle cleaning of hot Wipe the entire warmer with a damp cloth.
cases Stainless steel partitions are to be cleaned by washing
machine every day


Handle cleaning of fridge Remove all the items from the fridge

Wipe the entire fridge with a hot, damp cloth
Put back all the items after cleaning


Handle cleaning of shelf Remove all the items from the shelf trolley

trolley Wipe the entire fridge with a hot, damp cloth
Return the items into the trolley

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DEPARTMENT : Restaurant TASK: The Pantry
The pantry is the service support for the restaurant. A good, well organised,
efficiently stocked and clean pantry will make a big difference during the peak
times of a busy service. A well-prepared pantry can make the difference
between a chaotic service and a smooth service.
The pantry is not only a holding area for the utensils required in the restaurant,
it is also the launch area for food arriving via the dumb waiter (the lift) and
probably most importantly, the clearing area for table ware.
The holding area

The pantry should hold all materials necessary not only for a smooth daily
operation, but also for the occasional inconveniences, such as a survival kit for
wet day. As a good preparation can equal 75% of your work, as much
preparation should be completed before the beginning of the service shift. To
help with this a check list and a task of duties has been compiled and is
attached as an example.
The launch area for the food

Sometimes food can be assembled from the pass in the kitchen and sent with
the waiters straight to the table. Other times this is not possible, maybe there
are too many plates and trays have to be used, maybe some of the food is
being sent up in the dumb waiter. In these cases, it is all too easy for mistakes
to be made, and food will be delivered to a table with trays. To avoid this
assembling the food in the Pantry and then getting help from other
hosts/hostesses to help deliver the food is called launching, and helps avoid
using the trays in service.
Clearing area
During service, the pantry will be where the dirty tableware is taken after the
tables are cleared. Because the various articles are dirty and so harder and
safer to stack during a busy moment of service, the pantry can quickly become
very messy, risking breakage and even injury to members of staff. For this
reason, it is important to consider the clearing area as one of the most
important phases of the pantry. Care should be taken to clear the tableware as
it comes in and not to let it accumulate until it becomes dangerous.

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DEPARTMENT : Restaurant TASK: Handle Store Requisitions
Check par stock  Check stock item
28.1 Issue requisition Correctly fill out the General Store requisition In order to maintain
form sufficient stock, store
items must be
Be sure to write down quantity required, item requisitioned accurately,
name. promptly and efficiently
Send for signature using correct form with
authorized signature
Get approval from the outlet manager
Send to F&B manager for approval and signature
Send to stores & receive  Send approved orders to the stores and collect
stock stock items for your department twice a week on
specific days.
 Keep one copy of order form to check against

items received
 Send approved orders to the stores and collect stock

items for your department twice a week on specific
days.
 Keep one copy of order form to check against items

received

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DEPARTMENT : Restaurant TASK: Inventory Control
Prepare  Get “Count Sheet” from F&B Controller Inventories must be

correct and received on
All cupboards, drawers, etc. must be opened time.
 Items must be put together and sorted
Assign Staff  Decide how many staff are needed to carry out the
task
 Give staff clear instructions about this procedure
Stock-take  Coordinate with Chief Steward
 Count and fill in “Count Sheet”
 Sign the “Count Sheet”
Send to F&B controller  F&B Controller should double check every item and
make sure correct figures have been filled in
 One copy of each “Count Sheet” is collected by F&B

controller
File  Place all items back in original place

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DEPARTMENT : Restaurant TASK: Repair Order

Monitor
Check if anything is damaged in need of repair Maintenance orders must

be issued with clear
Carry out daily inspection before opening for description of the
operation maintenance work to be
carried out
Issue repair order  Prepare E-mail with repair order in detail Clean and in good

condition
Send to Engineering department
Follow up  After engineering has fixed the order Efficient
 Check to ensure the job has been done properly
 Remind engineering department if any order is still

not completed after a certain period
 Report the outstanding order to the F&B Manager Job completed promptly

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DEPARTMENT : Restaurant TASK: Tray And Trolley Collection
 Tray and  Food trolleys or trays to be removed promptly.  To serve our

Trolley guests
collection Corridors and landings to be clear of trolleys and trays. Regular checks In a friendly,
Are to be made, more frequently during high volume periods. professional and

Timely manner at
If guest call for removal, check their satisfaction, e.g. “ How was the all times.
fish, Mr. Miller ?”
 Remove used equipment in the room such as glasses, plates or old fruit
Baskets, say: “ May I take the used glasses, plates Mr. Miller ?”
 Observe manual handling for lifting and carrying trays.
 Work as quietly and quickly as possible.
 Leave the room after wishing the guest a pleasant day:

“ Thank you, Mr. Miller, have a pleasant day “.

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DEPARTMENT : Restaurant TASK: Log Book
Prepare daily F&B  Fill in daily report form with the following details The F & B logbook must
logbook (logbook): be completed daily after
a. Covers (all day) operating hours, and the
b. Average check (all day) report must be passed on
c. Food revenue (all day) to the F & B Manager
d. Beverage revenue (all day) every morning.
e. Promotion analysis
f. Last year figures
 Make comments on the general situation of business

and about any special events
Submit to F&B Manager  After operating hours, the daily report should be Timely
completed and sent to the F&B office
Accurate
 Make sure the daily report is kept in the appropriate
location for F&B Manager‟s approval before 8.30 hr. Good observations and
suggestions

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DEPARTMENT : Restaurant TASK: K.O.T. ( CAPTAIN’S ORDER )
HOW TO DO IT
Ensure KOT filled is legible and with clear instructions for runner and cashier to carry out their duties
 K.O.T. stands for Kitchen Order Ticket. And K.O.T.s are in three copies

 Date & table Number
The following must be filled in a K.O.T.:
 Number of Covers
 Order Taker‟s Signature
 When taking an order, the items must be written clearly
 First the items must be written, then the cover numbers, last the number of items.
 The items must be written as per the abbreviations.
 If the first order that is given to you is a main course, start writing the order from the middle of the
K.O.T., as you will be able to recommend a starter too.
 The advantage of writing the cover numbers is that any staff member can pick up the food or beverage
order and serve without asking the guest.
 The order must be repeated before you leave the table.
 When writing food orders, starters and main courses must be written separately.
 The Green K.O.T. copy must go to the Cashier at all times for billing purposes.
 A la carte food order must be fed into the Micros immediately in order for kitchen to start preparation.
 The White K.O.T. copy of a food order is to be kept on the station until the full order is served.
 The White K.O.T. of a beverage order is given to the Bar to pick up the beverage order.
 All Yellow K.O.T. copies must be handed over to the runners to follow up the orders.
 Once the orders are served, the Yellow K.O.T. copies can be destroyed.
NOTE: All Green K.O.T. copies must go to the Cashier as soon as possible
Buffets are written on a note pad and handed to the Cashier

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DEPARTMENT : Restaurant TASK: A’la Carte & Room Service
Guests will choose from the a`la carte menu

To get familiar with the Which can include specials of the day. Good preparation
a`la 1. Speed and Quality is rule number one. for the
Carte service in the hotel. A`la carte service
2. Availability of ingredients most important. is essential
For the
3. Daily double and triple check of mice en place. satisfaction of the
guests.
4. Communication between kitchen and service
Essential.
5. Flexibility of all Chefs is priority.
6. Cleanliness of kitchen, mice en place and

Utensils, equipment and personal hygiene Very
important.
7. Special request should be followed up at all times.
8. Good mice en place is half the service!!
9. Complaints to be handled immediately.
10. Hot food hot – Cold food cold.
11. Egg dishes never in contact with metal
12. Arrangement of food items to be checked

On color and shape harmony
13. All garnish should be edible.
14. Deep-fried dishes should never be covered

With sauce
15. Plates should never be overloaded.
16. Different dishes for one table should arrive

on the same time

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DEPARTMENT : Restaurant TASK: A’ la Carte & Room Service
To learn about room Quality and speed is rule number one.

service
Its operation and role The room service is an important part of F&B and the
for the business and possibilities should not to
Kitchen department. Be underestimated.
Room service is normally operating 24 hours

A day. Divided into different sections as ;
- Breakfast Menu/door knob menu
- All day dining
- Late night menu
The room service manager/assistant will receive the

call from the guest and takes the order.
Which is passed on to the coffee shop chef.
All food order have to be served in 20 minutes time.
Proper check for mice en place at all times,

Especially for the night shift by the night chef
Has to be conducted on a daily basis.
The room service menu is usually prepared

By the coffee shop kitchen which is in operation 24
hours.
For VIP guests, special action plan and set up‟s

Will be arranged, changing several times
Throughout the day. Only the best ingredients
available will be served and offered on such
occasions.
A proper functioning room service is a good

Money maker and if people feel comfortable
They will order in big amounts, especially
In regards of beverage and special set up‟s.

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DEPARTMENT : Restaurant TASK: Breakfast & Door Knob Menu
 Door knob menu for  Menu should be clean and presentable ( not dog eared )  To be given a good
breakfast and in-room And updated doorknob in room. variety and
 
dining appetizing selection.
After every guest departure, Housekeeping should check to To be explained and
make sure that the room service breakfast doorknob menu is find clear indications
Still clean. Replace if soiled. Of the contents of the
 
dishes.
Provide doorknob menu for breakfast on the pillow at To be assisted
Turndown. whenever required.
 Additional doorknob menus are available at the front desk

Or concierge.
 Do not ask for a second signature on delivery.
 Guest contact and front desk staff should make late arrivals
Aware of the Room Service range and menu location when
they register.

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DEPARTMENT : Restaurant TASK: Restaurant Buffets, Promotions
To get familiar with the Buffets are usually for self service and include Cold and hot buffets should
different buffets and A`la minute cooking on various stations and carving Be a good combination of
promotions held in the trolleys. fresh quality food products,
Hotel. Décor, entertainment and
Breakfast buffets are very popular as breakfast is the most Information for promotions.
important meal of the day with a big
Selection of
- breads and pastries
- cereals
- fruits and fruit juices
- cold cuts and cheese
- egg dishes a`la minute
- hot western and asian dishes
Lunch and dinner buffets will include

- cold and hot appetizers
- soups
- fish and seafood
- meat, poultry and game dishes
- carving section
- bread and dessert section
- fresh vegetables
- salad bar with dressings and condiments
Promotion buffets are to promote special holidays, events,

national days and celebrations
Usually with entertainment and dance shows
As folklore.
They provide with the seasonal change a

Variation and with special decoration and display
Give a good opportunity for the guests to try different
cuisines and ethnic foods
- Chinese, Thai, Vietnamese, Japanese,

- German, Italian, French, Swiss,
- American, Mexican, Caribbean

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Page 1 of 1

DEPARTMENT : Restaurant TASK: Buffet
 Assist guest with their  Lunch & dinner buffets should include a selection of ,  To be given a good
seating and explain But not limited to: variety and

Buffet service and appetizing selection.
Dishes on offer. - Salad bar with 6-8 salad, vegetable items 4-6 dressing To be explained and

- Appetizers with 3-4 cold meats, pate/terrines, seafood find clear indications
When within the - Hot dishes minimum of 4 main courses, 3 vegetables Of the contents of the

buffet vicinity, assist which may include noodles , potatoes & rice. dishes.
the guest with the - Dessert buffet minimum of 4 cakes, 2-3 pastries, To be assisted
serving. Fruit salad, fresh fruit, mousses whenever required.

- Cheese selection minimum of 4-6 cheese
Whenever possible, - Bread basket minimum of 5 kind

offer your assistance

in selecting the food Buffet menu selections should rotate on a regular basis

from the buffet on the Buffet items should change with the season

guest behalf. Hot buffet items should change daily
There should be no “bain-marie usage”
 

Remain attentive to No dish should be less than 30% full before being refilled
guest‟s needs during Buffet presentations should be imaginative, visually
the meal by regularly

appealing abundant to the point of lavishness
passing through the All foods should be presented in containers, which
Tables. complement their appearance and help keep hot foods
 
without overcooking or drying and cold foods cold
Always remove dishes Each buffet should be decorated with show pieces, simple
and silverware

décor and flowers, ( no foam or plastic to be used )
between courses. There should always be enough buffet attendants to assist at

the buffet and restaurant tables
All buffet tables should be identified with attractive easy-to-

read labels on or near service containers in English & Thai
Hot and cold plates as well as silver serving cutlery should

always be available in sufficient quantities

Do not use skirting if possible, table linen clean at all times

A bilingual chef should be present at all times
Gusts should be made aware of dishes containing
ingredients that might cause allergies

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Page 1 of 1

DEPARTMENT : Restaurant TASK: Banquet & Catering
To get familiar with Banquet Types: Proper planning, meeting

banquet - Cold buffet and
And catering - Hot buffet Site inspection with all
production, - Combination buffet cold/hot details on the event order
Service, set-up, clearing, - Cocktail party for all
Planning and - Coffee break Banquet parties is
arrangement. - High tea essential for
- Breakfast buffet A smooth running and
- Brunch execution of these
- Set Lunch, Set dinner important
- Special buffets ( October fest, international, ) Events.
- Outside Catering
Banquet and catering
- Set up of buffets should be finished at least plays
30 minutes of official starting date A mayor role in the F&B
- Decoration should be suitable and interesting Department, with 50% of
- Plates, boards and food containers should the revenue coming from
Be placed high and on different levels. this
- Chefs attending the buffet have to be Section throughout the
absolute clean uniform and have a proper year.
personal appearance
- Refill is very important and Chefs working
at the buffet have to be on the spot.
- Polite service for the guests at all times
For VIP arrangements meeting will be contacted.
Function sheets checked daily and mice en place

Double checked.
Samples to be prepared for set dinners.
Check list for outside catering to be prepared

Inspection on site prior to the event.
Drawings, photos and action plan to be set up
Decoration for promotion buffets to be set up

The night before

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DEPARTMENT : Restaurant TASK: Banquet - Cocktails & Menus
Cocktail parties reflect the

To learn about different Cocktail parties are arranged in the assigned skills know how of the
Cocktail set ups and Ballroom , function rooms, private rooms, guest catering and kitchen
events Rooms or for outside caterings. department and is a good
opportunity for PR and
celebrations
A festive arrangement through the catering manager and
decoration is displayed which has been selected by the
customer.
It is arranged with different stations as :
- cold canapes
- hot canapes
- sweet and dessert section
- carving trolley and section
- a`la minute preparations
- display as ice and fruit carving
- stage set up for musician, dance and
wedding cake ceremony

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DEPARTMENT : Restaurant TASK: Banquet -Cocktails, Menus
To learn about different  Cocktail parties are arranged in the assigned Cocktail parties reflect the
Cocktail set ups, events Ballroom , function rooms, private rooms, guest skills know how of the
And menus Rooms or for outside caterings. catering and kitchen
department and is a good
A festive arrangement through the catering manager and opportunity for PR and
decoration is displayed which has been selected by the celebrations
customer.
It is arranged with different stations as :
- cold canapes
- hot canapes
- sweet and dessert section
- carving trolley and section
- a`la minute preparations
- display as ice and fruit carving
- stage set up for musician, dance and
wedding cake ceremony
 A set menu is prepared according to the

event order issued at the catering office.
Menu selection are available for different

Occasions as
- weddings
- anniversaries
- national days
- conventions
- holidays
A set menu can be prepared from 5 to 5000

People and good coordination is necessary
Between the different kitchen sections.
It can be arranged either in house or for an

Outside catering.

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DEPARTMENT : Restaurant TASK: Prepare Budget / Forecast
 Knowledge of the forecast form which is in the system Budgeting and forecasting

must be handled in an
Know where to get information which is required to efficient, accurate and
complete logical way.
Complete the form  Use previous data to calculate and estimate revenue,
covers and average check for the coming year
 Fill in the areas in the system and save them
Comment  Include a written justification of figures in your

comments

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STANDARD OPERATING PROCEDURE Page 1 of 1

DEPARTMENT : Restaurant TASK: Daily Outlet Briefing
DO
Daily Service  One hour before opening the outlet, the restaurant manager or Through praise,
Briefing his/her assistant will brief the staff about the events from the proper guidance and
previous day including following up on outstanding matters, detailed
 Scheduling and adjustments on the various stations as necessary

including praise for staff of positive guest comments. Information, the
service staff will be
 Mice en place, stock check and equipment control.

including follow-up and corrections needed on pending issues. more motivated, gain
pride,
 Follow-up on cleaning standards, follow-up with housekeeping And thus perform with
More self confidence
 Introduction of new staff members and hotel/company news.
And cleaning schedules.
And enjoyment of
 Ideas for improvements of staff should be considered guest service.
To keep high  Information concerning new guest and VIP arrivals and their Proper motivated and

established Expectations referring to guest card index and history. guided staff will

standards Priorities and special treatment to be highlighted. contribute more and
according to Information & updated regarding daily specials & menu more conscious to
company guest service and

changes.
policies and satisfaction.

Daily reservation and reserved seating areas to be mentioned.
procedures Staff birthday, social and family events to be mentioned

Staff should be able to
The aim should A kind of competition could be established between the perform a professional

be to keep different Stations. Guest service contact
Moral high and Good understanding and team work to be promoted between the with proper sales and
establish good various departments like kitchen, beverage/bar, stewarding up-selling techniques.

understanding housekeeping, engineering. To improve overall
of Team effort Information about daily and month-to-date revenue of the outlet service quality and
And department revenue targets.

The meeting
should be held A motto of the day should be issued and can be changed on a Goals which have

Without any daily basis as well be suggested by the staff. been achieved should
interruptions & Special sales promotion of beverage ( spirits, wine, cocktails of be awarded through
should last the day, specialty beer, cigars etc.) small gifts/give-aways
about 20min and or nominations to
According to employee of the
business. month


Praise & Praise should always be openly Prevent staff from
correction Critic & admonishment only in private and behind closed doors. loosing face.
issues

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FOOD & BEVERAGE TASK #: 6. 27
DEPARTMENT : Restaurant TASK: Briefing Guide
Meet in outlet as per Pending matters and

schedule, lunch / dinner complaints to be
 Occupancy
What to brief them about followed up
 Arrivals / Departures
On immediately Why
 Lunch menu / dinner menu / fixed menu  To keep the staff

brief ?
 Who will be working which station informed about

 Hotel events, what is happening in the other
 To keep the staff
the hotel
 Special guest notifications, birthday, special

outlets and what time
informed about
 To be in contact
the guests
 Any special remarks concerning previous
diet, particular guest request
 To alert the staff

with the staff
 Any advice for the forthcoming service
service, incidents or recommendations
 Any important communications to weak areas in
 To help staff
their domain
 Ideally immediately prior to opening

When to brief
address the
 To help improve
restaurant, though this can sometimes be a weaknesses
 Pick a quiet moment, DOH is recommended

problem.
 To listen to what
service delivery
at both 1000Hrs and 1600Hrs.
the staff have to
say, sometimes
they know better,
 To keep staff
really
 To show staff that

motivated
you are interested

in their well being

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Page 1 of 1

DEPARTMENT : Restaurant TASK: Attendance Of Daily F&B Briefing
Meet in F&B Office  Meeting is held daily at … a.m. Pending matters and
punctually on complaints to be
Scheduled date and time  F&B Manager will inform daily occurrences followed up
On immediately
 Make a note of any special information
 Note any VIPs in house.
 Note any information regarding occupancy
and special requests.
 Insure all important information to mention in your

daily briefing
 Make sure all necessary pending matters are executed

and followed upon
 Report of all matters regarding to your outlet, positive

comments by guests, complaints, equipment matters
And staff update info

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Page 1 of 1

DEPARTMENT : Restaurant TASK: Closing Procedures
Cashiering 

Make sure all the cashiering procedures are completed Make sure that all

Cash float necessary closing

Room Charge standards & procedures

Credit Card settlement and restaurant mice en
Logbook written in place is ready for the
next day‟s operation
Cleaning  Make sure all the equipment are properly cleaned and

stored away.

The restaurant area is completely cleaned

The room is completely cleaned
Garbage is disposed of
Stock order  Make sure that the stock requisition sheet is filled and
accurate
Lighting Power  Make sure that all the lights and power supplies are
switched off
Locking Up  Make sure all the access to the Restaurant / Lounge

and alcoholic storage spaces are properly locked.
Security  Make sure the cash float, float keys and bar keys are
handed over to the security office.

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DEPARTMENT : Restaurant TASK: Distribute Incentives / Tips
Handle tips on bill  The Accounts department calculates the amount. All cash tips are

distributed accurately to
Memorandum should be collected from Head Cashier all staff on schedule
 Manager must get the amount of tips on bills and

divide by points system to each staff concerned
including kitchen staff and stewarding
Collect and distribute cash  Cash tips are individually owned

tips

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DEPARTMENT : Room Service TASK: First Aid Box
JOB TITLE: All Room Service Staff EQUIPMENT NEEDED:
 One assigned staff should check the first aid box once All first aid items must be
a week or when required to ensure it is well stocked fully stocked, based on
requirement list.
Inspect
Issue requisition  Report to the hotel nurse of any replenishing required
Replenish first aid box  Keep the box in the office (accessible place) after

replenishment
Items to be refilled by nurse
Date: Date:
Page 1 of 1

DEPARTMENT : Restaurant TASK: Side Station Set-up
COFFEE / TEA CUPS CUTLERY TRAY
SAUCERS
SUGAR SETS
TOOTH PICKS
STRAWS
WATER COASTERS NAPKINS

GOBLETS
ASH TRAYS
Date: Date:
Page 1 of 2

DEPARTMENT : Restaurant Chinese TASK: Station Set-Up

To guarantee
Soy sauce , oyster sauce , mustard

the best
Chili / chili bean sauce, clam sauce

service
Vinegar , L & P sauce, Wasabi

Possible for
Refill tea leaves

all guests at
Salt and pepper shakers

all times.
Chili julienne
 Freshly squeezed lemon juice
 Serving gears and serving ladles
 Sufficient busing trays and under-liners
 Take away containers / boxes / sauce containers
 Shopping bags
 Ribbons and scissors
 Chinese wine mix for flambé prawns
 Hammer for beggar chicken
 Cake knife , carving knife and fork
 Lemon squeezers, finger bowls
 Plate covers in various sizes , cassette stoves
 Fold and fragrance the face towels, and put them in the
warmer and cooler
 Gloves and cleaning towels
 Ensure the cleanliness of the equipments and
chinaware to be used
 Plastic chopping board and knife

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Standard Operating Procedure

DEPARTMENT : Restaurant Chinese TASK: Station Set-up
To guarantee
 Tea cups the best
 Tea saucers service
 Dinner knifes and forks Possible for
 Dessert forks and spoons all guests at
 Serving spoons all times.
 Serving gears
 Chopsticks rests
 Chopsticks
 Chinaware spoons
 Bone plates
 Small bowls
 Soya sauce dishes
 Tea spoons
 Straws
 Napkins
 Table clothes in various sizes
 Matches
 Toothpicks
 Captain's order
 Clip boards
 Menus
 Waiter's towels

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DEPARTMENT : Restaurant TASK: Pool Service – Duties Of Pool Boy
 Pool boy should ensure that all pool beds are arranged
nicely in order with towels and by the umbrellas by
9.00 AM daily.
 Pool boy should inspect the pool for its cleanliness and
pick up any dirt or leaves that may have fallen in to
the pool.
 Guests must be greeted by name if previously know to
pool boy .
 If the guest is wearing a robe, pool boy should help
remove it and should place on the bed folded.
 Towels must be unfolded and laid out. DND sign
should be shown to the guest and explained about it.
 A fresh cold towel to be picked up from the service bar
and to be presented
 The guest is first offered an drink or the snack menu
 Fresh fruit smoothies will be provided to all guests
complimentary.
 Inquire from the guest whether he/she would like to
have a look at the menu and if so offer the bar menu
to the guest.
 Pick up the sun lotions from the service bar and place it
next to the guests.
 Offer to clean the sun glasses of the guest by
approaching with a glass cloth and a spray cleaners
on a wooden tray.
 Cold towels along with a smoothie or a wood apple
sorbet to be served alternatively every half an hour.
 Service of all food should be done on the small In-Villa
dining rectangular trays with the cutlery set on either
side of the plate so that the guest can consume the
food while the plate is on the tray itself. Beverages
will be served on a coaster on to the tray fixed on to
the side of the pool bed.
 Pool boy to ensure that the umbrellas are moved from
time to time to ensure that the beds are always under
the shade.
NOTE: Pool boy will only to remove any floating debris from
the water.
Engineering department to deep clean the pool each morning
by 8.00 AM.
Date: Date:
Page 1 of 3

DEPARTMENT : Restaurant TASK: Menu Types, Breakfast
To learn about the Basic Rules for successful menu arrangement: Proper knowledge of menu
mechanics - Proper recipes Arrangement is the key
Of menu planning, rules - Proper calculation issue
and - Market survey and analysis For a successful F&B
Regulations. - Type of hotel/property operation and satisfied
- Season and climate guests
Definition of the word - Wishes and expectations of the guests
“menu”: - Up-to-date nutrition facts
A menu is set up of dishes, - Correct spelling
whereby the various food - True declaration
items should be balanced - No repetition of color, ingredient, preparation,
According to ingredients, decoration
Preparation and seasonal
Availability. Menus have to be changed on regular basis
The menu is usually sold And revised according to the sales analysis.
With a fixed price.
Some rules have changed and it is quite common
To make menu planning To mix western and oriental dishes in one menu.
Successful:
- Knowledge of Menus should be offered according to the market
ingredients And guest expectations and wishes.
- Knowledge of
preparation Certain products which include protected animals
- Knowledge of Should not be used, like turtle meat, dolphins,
calculation Bear, tigers etc.
- Knowledge of Menu sections 1: Menu sections 2:
Nourishment, nutrition
- Knowledge of menu Appetizer Appetizer, cold
Writing and spelling
Soup Soup
Main course Appetizer, hot or fish
Dessert Sherbet
Coffee or tea Main course
Dessert
Coffee or Tea
Pralines

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DO
Breakfast:
Most important meal of the day, with lot of choice, a`la minute A menu
preparation, a`la carte or buffet. should be
- Continental Breakfast tailored
- American Breakfast According to
- Oriental Breakfast the occasion,
- Japanese Breakfast Season,
Room Service Breakfast: religion and
Should be served within 20 minutes, choosen guest
From the door knob / room service menu Expectations.
Brunch:
Usually a mix of breakfast and lunch, starting
From 11.00 AM – 3.00 PM
Lunch:
Usually a 3 course meal, and should be served as fast as possible, as
people get back to work.
Dinner:
Can be from 3 – 7,8 courses, with candle light Comfortabl surroundings.
Business Lunch:
3-4 courses, easy to eat, sometimes served during
meetings, light ingredients, nice set up and décor
Quick Lunch:
Fast preparation and reasonable price
Gala Menu:
Something special, can be outstanding and expensive ingredients, nice
room decoration, entertainment, music, special table decoration
Children’s Menu:
Should be in smaller portions, menu can be printed on paper with colorful
decoration in kid‟s
Manner with possibility of painting., colourful & fancy plates to be used
Vegetarian menu:
According to the season, with all vegetarian
Ingredients, very popular in Asia and Europe and America.
Diet Menu:
According to the prescribed diet by the doctor,
Chef needs special diploma, usually in hospitals and recreation centers
Employee’s Menu:
Staff have the right for proper and nutritious menus, it keeps the morale
high and motivates on a daily basis

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To understand the The Breakfast Buffet is served from

mechanics 6.00 AM – 10.30 PM daily.
Of the breakfast buffet, Mice en place will be done by the morning shift the
menu day before and final preparation by night chef
And set up. For hot dishes as bacon, ham, sausages and main
Course.
Chefs attending the buffet have to be well mannered,

clean hair cut and proper uniform.
Courtesy for the guest and a helpful hand at all time.
The buffet has to be constantly checked
For refill and mice en place.
Cold food cold and hot food hot.
Coordination with stewarding very important for
Equipment set up and heating fuel.
Breakfast dishes will be changed on regular basis

For all sections.
Set up has to be easy accessible, with nice decoration

and prepared service area.
The chef‟s corner will be used to prepare egg and

Hot dishes a`la minute
Breakfast Buffet:
Wide variety on cold and hot items
Cold platters, salads, fruit section, Asian section
Hot buffet, egg corner, carving trolley, pastries
Dairy products, cereals
Brunch:
A combination of breakfast and lunch buffet
Starting from 11.00 – 2.30 . Lots of cooking stations,
champagne, juices, hot appetizer and
Main courses, usually with music and entertainment,
games, ice cream counter

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DEPARTMENT : Restaurant TASK: Handling Operating Equipment
1. Proper set up and arrangement for the work flow and To guarantee the
sorting in dish washing area is needed best service
Possible for all
2. Proper containers and racks for individual equipments for guests at all times.
sorting and storage are needed to be placed in proper location
3. All staff must be aware the various types and sizes of the
operating equipments, their usages, their unit costs, the
storage location, the containers and / or the racks for
individual needs
4. All staff must know the proper procedures for handling,

sorting and storage of operating equipments
5. All breakages must be recorded weekly, name of items,

unit cost, reason of breaking, the location where the
equipment broke, by whom
6. A container to keep all broken equipments for record
7. The manager to follow up on the reasons of the breakage to

find ways to solve the problem

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DEPARTMENT : Restaurant Chinese TASK: Point Of Sales System
To guarantee the
1. The service associate takes the order from the guest as per the best service
order taking procedure as stated Possible for all
2. The service associate to go to the POS station to key in what
the orders the guests placed, and ensure that the all details
such as: items, portion sizes, table number, number of
person, service sequence… etc are correctly input before
sending out the order, the server's copy should be printed out
and to be kept in a folder clip placed on the guest table,
service station or the service cart next to the table

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DEPARTMENT : Restaurant TASK: Up-selling
WHAT HOW TO DO IT WHY
TO DO
A. Wines are expensive and thus, earn more revenue for the restaurant. Wine sales
must be rushed to the maximum
Suggest the appropriate wine with each dish.
B. Propose the expensive food items on the menu first. This is done by making the
proposition attractive. Here are some approaches.
“I would recommend the Lobster Thermidor today. The lobsters are freshly caught
and are very succulent.”
“Why don‟t you try the Chefs special Steack au Poivre.”
“Our restaurant is famous for its Chateaubriand for two”.
C. Whenever explaining a dish (in the menu) conjure up a delightful picture to the guest,
e.g. “Shrimp Cocktail is made of succulent shrimps on a bed of crisp lettuce and
topped with tangy cocktail sauce”.
“Chicken Stroganoff is strips of soft breast of chicken cooked in wine flavoured brown
sauce, garnished with fresh cream and mushrooms and served with steaming Indian
pillauf”
D. Display of wines, cheese, hors d‟oeuvres in the restaurant, if attractively done, can
motivate a guest to order them.
E. Food prepared in the restaurant (gueridon) lends an aroma to the environment that
stimulates appetites.
F. Place tent cards or small display material on tables. The matter on these cards could
either promote another outlet in the hotel or promote a speciality of the restaurant,
“Have your after dinner liqueur at Maddok Bar on the first floor”.
“Our Chefs Fish Portugaise is the talk of the town”.
G. If flowers are easily available, present a rose to the lady guests in the group from the
management. This little gesture will bring them back again.
H. Try remembering the favourite dishes of regular guests, and if possible, of irregular
guests also. A statement like: “The Chef has conveyed that he has kept aside for you a
juicy portion of your porkchops today”.
I. Try remembering names of guests. A guest feels special and may visit your restaurant
just because he is know to the management and feels wanted.
J. When a guest leaves the restaurant it is important to invite him to visit your
establishment again.
K. Above all, give clean and efficient service. A guest demands this if he is to come back
again.

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DEPARTMENT : Restaurant TASK: Cost Reducing Methods
TO DO
Cost reduction is one way of increasing profitability. Here are some tips to To
ensure this: guarantee
- Stop wastage. the best
- Check upon the number of portions, size of portions and if found excess, Possible
return extra portion to the kitchen. service
- Handle service equipment with care. Switch off equipment like hot case, for all
chilling machine, table lamps, display cabinet lights, gas burners when the guests at
restaurant closes. Switch off gas burners of flambé trolley when not in use. all Times.
- Linen is expensive. Do not misuse them by using them as duster cloths.
Always use waiters‟ dusters for cleaning purposes.
- Order pads should not be used for rough work.
- Carry food carefully. A spillage could spoil the carpet plus waste that
portion of food.
- Never forget to make checks for whatever is served.
- Send back flowers to Housekeeping or store in a cool place so as to re-use
them.
- Tea and coffee should be served according to portions.
- Send timely maintenance orders.
- Cancel food or beverage orders as soon as possible so as to avoid wastage
(in case of cancellation or duplication).
- Try not to take orders wrong. Don‟t hesitate to clarify doubts.
- Left over butter and milk can be utilized in the kitchen again.
Return the same to the kitchen.
- Be hawk-eyed for staff pilfering food.
- Crockery and cutlery is expensive. Do not mishandle them.

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DEPARTMENT : Restaurant TASK: Discipline
TO DO
Discipline is the hallmark of a good hotelier. This is because the temptations a
hotel are many. Discipline is of two types-physical, where grooming and physical To
conduct play a role, and mental, which demands sincerity, honesty and guarantee
perseverance. Here are some tips to prevent indiscipline. the best
Persist in repearing house rules and standing instructions to the staff. Possible
Tell them the benefits of self-discipline and how it can achieve promotions, service
Never be overfriendly with the staff. for all
A fault committed must be checked at once. guests at
Always reprimand in privacy. all Times.
Set an example by being self-discipline yourself.
Remember a bad apple can spoil the bunch.
Given below, on the left are the reasons for indiscipline; while on the right side the
suitable action is suggested.
1.1.1.1.1.1 Action
28.1.1.1.1.1 Why Indiscipline Sometimes there is a crucial
element like sickness or
(a) Unavoidable circumstances pressing demands-this should be
excused provided this not too
regular.
Don‟t kill adventurism but give
him challenging jobs with risks.
(b) Adventurism Improve upon the control
system and seal loopholes.
Ignorance of rules is a crime, so
(c) System of control absent/ in efficient
punish him. Ensure that he has
(d) Ignorance of rules had an opportunity to be
conversant with the rules before
punishing him.
Give him attention. Councel
him.
(e) To attract attention If positive, sit with him and
(f) Does not accept the system understand his reasons for
(g) Rebel rebellion. Motivate him out of
rebellion.
(h) Affiliation with negative groups
Win over the group leader who
(i) Bad habits subsequently will influence the
(j) Short cutting systems group to be positive.
(k) Willful motives Cultivate good habits.
Penalize him heavily.

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DEPARTMENT : Restaurant TASK: Team Briefing
WHA HOW TO DO IT WHY
T TO
DO
Briefing is an important tool in the hands of the Restaurant Supervisor. It sets a plan To
of action and check for the shift. How effectively this period of briefing is utilized is guarantee
the marke of a good supervisor. the best
Be absolutely punctual: Possible
Preferably half an hour before the restaurant opens. service
1. Be impeccably groomed: for all
Shoes polished. guests at
Uniform clean and well pressed. all Times.
Nail cut.
2. Take attendance and find out reasons for absenteeism.
3. Allot job responsibilities.
4. Check turn-out of staff.
5. See that they are carrying the following items:
Waiter Cloth.
Ball pen with a small scribbling pad.
Bottle opener/can openers. Handkerchief. Name plate, if used.
7. Give special instructions like:
Not available items.
Du jour items.,Omissions or additions to the menu.
Price increase. Management policies. Important functions.
V.I.B. guests expected in the restaurant.
Groups staying in the hotel.
In the case of a restaurant where buffet layout is made for lunch allocate staff
who are off-time next day to stay back and do the set-up.
8. Questioning:
Ask questions regarding service, menu, wines, cocktails, to ensure that staff has
adequate knowledge.
9. Use briefing time to train staff.
10. Ask for and solve problems faced by staff on their job.
11. Correct anyone who was observed to have committed faults in services when the
restaurant was open last.
12. Allot duties for doing mise-en-place for the next day, e.g. linen exchange, butter
and rolls, water, cutlery cleaning, etc. for the restaurant.
13. Give the staff pep talks from time to time to boost up morale. Motivation of staff
is important for efficient and smooth running of the restaurant.
14. Listen and ask for suggestions to increase efficiency.
15. Finally ask the staff to make a final check of their station and tables; inspect them
personally.

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DEPARTMENT : Restaurant TASK: Training Your Team
TO DO
Training is the process of changing a given behaviour to a desired behaviour. To
That desired behavior is the excellence in performance wanted of your team in guarantee
a restaurant. the best
In balanced training it is important to develop knowledge, skill and attitude. Possible
Knowledge can be imparted through lectures, films, reading material. Skills are service
developed through demonstration, practice and on-the-job training, while for all
attitude is developed through rules and regulations, the restaurant supervisor‟s guests at
personal example, counseling and advice. all Times.
Why is training important?
1. Training manpower is not easily available in the

market.
2. Training costs money, time and effort.
3. Training condenses the experiences that other have
gained over several years.
4. Training helps to equip a person to do a job in the
shortest possible time.
5. Training connotes self-development to staff, thus
presenting the possibility of better assignments and
better pay packets.
6. Training removes the anxiety of workers about their
workplace.
7. Training helps the management have a well co-ordinate
team.
A simple blueprint to train your staff in the restaurant:
1. Take half-an-hour off between shifts each day and

explain to staff the lessons in Part I of this manual.
2. During briefing take two or three items from the menu
and explain them daily.
3. Make spot checks to ascertain whether systems and
procedures are cloth, etc.
4. Repeat rules and regulations and ensure they are
understood.
5. Keep the poor workers as understudies to good ones.
6. All along ensure physical and mental discipline.

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DEPARTMENT : Restaurant TASK: Tip Distribution
TO DO
To
One of the systems for collections of tips is keep what one receive. guarantee
The practice, which is followed most widely, is the „pooling system‟ as under: the best
Possible
- The captain ensure that all the money received as tips is collected at each service
station in a box. for all
- The entire amount is counted by him and entered into the „tip register‟ after guests at
the restaurant closes. all Times.
- The tips are distributed according to „points‟. Each staff member is given a
fixed number of points depending upon his seniority, i.e.
- Supervisors get the maximum and Trainee waiter the minimum.
- The total money received during the week is divided by the total number of
the points, which all the staff members have.
- At the end of the week this figure is multiplied by the total number of points
each person has and the money is distributed.
- This amount is entered in the register and the signature of the recipients
obtained.
- It is the duty of the Restaurant Supervisor to see that distribution is honest
and just.

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DEPARTMENT : Restaurant TASK: Staff Scheduling
TO DO
To
The schedule should be prepared at least 2-3 days before it becomes effective. guarantee
It must be duly authorized by the Restaurant Manager. the best
Any special requests for off-days, shifts, should be granted as far as possible Possible
without affecting operations. service
Staff distribution must be optimal. Thus maximum and most efficient staff for all
must be working during peak and rush hours. guests at
Overlapping, whenever necessary, should be done during peak hours. all Times.
Off-days should be evenly distributed throughout the week with the same
number of persons off each day, except on days of rush (see Fig.24).
Equal number of persons must be present on each shift as far as possible so as
to facilitate proper rotation.
Staff must be rotated through all the shifts, weekly or fortnightly as the case
may be so as to be impartial to all.
Mon Tues Wed Thurs Fri Sat Sun
Day
s
Na
me
     
Mr.
OFF
A
     
Mr. OF
B F
     
Mr.
OFF
C
     
Mr.
OFF
D
     
O
Mr.
F
E
F
     
Mr. OF
F F
     
Mr.
OFF
G
Fig. 24: Staff Scheduling Chart

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DEPARTMENT : Restaurant TASK: Performance Appraisal
TO DO
The purpose of performance appraisal is to ascertain an individual‟s present and To

future value to the organization. His present value is assessed by his past guarantee
performance while his future value is determined by his present potential. A the best
good appraisal would bring to light these two aspects. The main fear in handling Possible
performance appraisal is the element of subjectivity. In order to avoid service
subjectivity, the best approach would be to appraise performance and not for all
personality. This would mean setting objectives and targets mutually at the guests at
beginning of a performance period and assessing whether they have been all Times.
achieved at the end of it. Setting standards of performance is also implicit in the
system; otherwise quality of performance will be overlooked.
If an appraisee cannot achieve the stated objectives and targets, the appraisal
system should encourage methods by which individual deficiencies can be met
through training and development. Such a system is future-oriented and gives a
correct picture as to what potential an individual shows in terms of performance.
It also binds the superior and subordinate to act as a team to achieve targets. The
actual appraisal becomes less difficult and as appraisal interview helps in
bringing about a health exchange of ideas.
Here are the things that a supervisor must start to do:
1. Set standards of performance.

2. Set objectives and targets in conjunction with
subordinates.Objectives and targets should be realistic.
3. Review mid-way how a person is doing and tell him freely
his short-comings.
4. Approach the system as one that helps in developing an
individual and not destroying his personality.
5. Set an appraisal interview in a relaxed atmosphere and
open to free exchange of views.
6. Strictly concentrate on the subordinate’s performance and
not his personality.
7. Give subordinates an opportunity to explain themselves.
8. Help the subordinate to identify his weaknesses and
develop an action plan to overcome them.
9. Show the subordinate the path to future growth.

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DEPARTMENT : Restaurant TASK: Assignment Of Duties
TO DO
To
- Duties must be rotated once every week to prevent monotony. For example, an guarantee
Assistant Waiter the best
should be rotated through various duties like bussing, cleaning, wiping glasses, Possible
clearance, food service
pick-up and other similar duties. for all
guests at
- Different station must be assigned to the staff on a rotation basis. all Times.
- Each station must have a uniform number of staff members:

Assistant Waiters, Waiters, and Restaurant Supervisors.
- The person assigned to the bar must have a good experience and knowledge of
beverages.
- Duties like linen exchange, store requisition, must be assigned on a weekly or

fortnightly basis.
- A Waiter must be assigned to the various trolleys on a daily basis.
- The allocation of Waiters, Assistant Waiters, Supervisors to a station must be

on the basis of the
number covers it contains. A standard formula is given below though it may
change according to
the type of service:
One Supervisor per station.

One Waiter per 20 covers.
One or more Assistant Waiters per station.

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DEPARTMENT : Restaurant TASK: Attendance
TO DO
Must be taken daily and shiftwise. To

Two registers are generally maintained: guarantee
the best
(a) One, which has all the names together and is used only to mark a person Possible
absent or present. service
(b) A register, which devotes one page to each person and shows the number of for all
hours worked guests at
and the days off. This is presented to the labour authorities. This has to be all Times.
filled in very carefully, taking into consideration the local labour laws.
- Any person who reports late should be marked late and the records must be
sent to the Personnel Department for necessary action like deduction from
salary.
- Use a pen and ensure that there is no over-writing to avoid malpractices. Any
changes made should be counter-signed.
- The register should be carefully handled as it is used for a full year and
should be kept in a safe place.
- The Restaurant Manager should be made aware of late-comers and absentees
to take necessary action.
- Prolonged absenteeism and periodic late-coming should be dealt with
severely.
- Staff should be made to realize that coming to their job on time is of great
importance.

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DEPARTMENT : Restaurant TASK: Ability To Overcome Resistance To Do Manual
Or Menial Work
TO DO
To
1. For all the hotel staff “menial” jobs are part of their normal work. guarantee
This follows from the fact that in this industry, service is of the outmost the best
importance and hence everyone must involve himself in achieving that Possible
objective. This would mean that right from the general manager to the service
utility worker, everyone is actually serving the guest in one way or the for all
other. guests at
all Times.
2. To ensure a proper attitude to menial tasks, the trainer at times may himself
have to do the work that the waiter does, to drive home the fact that at all
levels manual work is done.
3. The waiter should be told of the important of his job and made to realize
that the hotel cannot run without the essential services that he provides.

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DEPARTMENT : Restaurant TASK: Check Point For Supervisor
TO DO
Before the service in the restaurant starts the Senior Captain or Supervisor To
must check the following: guarantee
the best
- Side station Possible
- Tables and covers service
- Gueridons for all
- Bars guests at
- Hot cases and plate warmers all Times.
- Show case/tables
- Salad / dessert trolleys
- Cutlery according to the menu
- Reservation cards on tables
- Butter and rolls and ice water
- If moultons are fixed properly
- All table appointments
- Placement of menu cards
- The temperature of the air-conditioning
- Position and condition of tables and chairs
- Wine and food available or not available
- If hot cases have been switched on
- If the glass chiller, wine-chiller are functioning
- If any dishes are specially recommended by the Chef
- If KOTs and checks are available.
During Service
- See that none of the staff talks loudly or eats in the restaurants.
- Ensure that maximum staff is assigned to areas of maximum rush.
- No one should be missing from his duty.
- Food pick-up and service should be efficient and quick.
- Co-ordinate with Chef and Barman and inform in case anything is
finished.
- See that checks are not under or over-priced.
- Ensure that no malpractices are being followed in the restaurant.
- See that food is being served according to the courses.

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DEPARTMENT : Restaurant TASK: Willingness To Serve
TO DO
To
1. The waiter should be briefed about the tip system and shown how a good guarantee
service can fetch greater tips. At this stage emphasize the point that a guest the best
gives lavish tips only when he is pleased with the service and the service can Possible
only be good when the waiter is willing to please. service
for all
guests at
2. A waiter‟s job is appraised on his keenness and willingness to serve. This all Times.
determines his job advancement, promotions, increment and other benefits.
3. A waiter is a representative of the hotel and his restaurant. He projects its

image and is responsible for maintaining its high standards. On his attitude and
actions will depend the image of the hotel.

Director of
Page 1 of 1

DEPARTMENT : Restaurant TASK: Capacity To Take Orders From Seniors
TO DO
To
- The waiter should be made to feel that his supervisors have more guarantee
authority and maturity to guide him. the best
Possible
- He should also be told that without a proper line of authority, there service
would be utter chaos. for all
guests at
- The example of some of his seniors should guide him at the job. He all Times.
should be made to understand that he has a lot to learn from
their knowledge, attitude and skill in tackling in their jobs.
- Moreover, it is his seniors who will assess him and mould him and it
is they who to a great extent determine his future by recommending
him for advancements in his job, promotions, transfer and raises in salary.

Director of
Page 1 of 1

DEPARTMENT : Restaurant TASK: Cheerful Attitude Towards Work And People
TO DO
To
1. A cheerful attitude is an asset. It is infectious as one cheerful person spreads guarantee
cheer and goodwill wherever he goes. As a result the work atmosphere is the best
pleasant and free of tension and overwork. Possible
service
2. A cheerful attitude towards colleagues is an advantage because a waiter for all
would be able to obtain the maximum cooperation and help for them. guests at
all Times.
3. Job satisfaction comes from within oneself and depends on one‟s attitude
towards one‟s work. If one has a cheerful outlook any kind of work can seem
worthwhile and interesting.

Director of
Page 1 of 1

DEPARTMENT : Restaurant TASK: Cordial Relation With All - Interaction
TO DO
To
guarantee
1. One of the bet ways to develop cordial relation and a team spirit is through the best
group effort. Let the group set the goals. Show how much easier it becomes to Possible
resolve problems when every one puts their heads together. The phrase” service
United we stand, divided we fall”, should be the motto. for all
guests at
2. Through team spirit and teamwork efficiency is increased. Increase in all Times.
efficiency implies higher sales turnover, which implies more earning of
everyone.
3. By maintaining cordial relation, one not only benefits financially but also
personally. A good friendship is also an asset and is of great help during times
of trouble.
4. Cordial relations with guests is good relations. A guest who is pleased with
the friendly atmosphere of a restaurant is bound to visit it again and again.
However, friendliness does not mean over – familiarity.

Director of
Page 1 of 1

DEPARTMENT : Restaurant TASK: Pride In Work
TO DO
To
A waiter should realize that the work he is doing is not an ordinary kind of work. guarantee
the best
It is an art, which not everyone can do. Possible
service
It is an art, which has developed from times immemorial and is still for all
being developed. guests at
all Times.

Director of
Page 1 of 1

DEPARTMENT : Restaurant TASK: Tact And Initiative
TO DO
To
guarantee
1. Role-playing sessions on basis of log book corselets help in developing a the best
waiter‟s tact and initiative. Possible
service
2. Also formal case studies can be undertaken to inculcate tact and initiative. for all
guests at
3. Interesting and amusing anecdotes from personal experience or from the all Times.
experience of others are good illustration.

Director of
Page 1 of 1

DEPARTMENT : Restaurant TASK: As A Representative Of The Organization
TO DO
To
guarantee
1. A waiter is like a salesman for his department and he projects the image of his the best
restaurant. Thus, as a representative of the organization he must endeavor to Possible
maintain high standards. service
for all
2. Any negligence on his part would at once reflect on the status of the organization guests at
and its high standards. all Times.
3.He must act and behave in a manner befitting the type of set-up he is working in.
4.Good actions and behavior are always noted and go a long way in improving a
waiter‟s prospects and status.

Director of
Page 1 of 1

DEPARTMENT : Restaurant TASK: Honesty
TO DO
To
1. Honesty is always the best policy. The rewards for being honest can vary guarantee
from cash and publicity in hotel magazines to appreciation letters from the the best
public. Possible
service
2. It can also get the waiters appreciation and commendation, which could for all
help a waiter prospects in the professions. guests at
all Times.
3.Examples of actual incidents where honesty has paid dividends should be
quoted.
4.The waiter must be told exactly what is regarded as dishonesty e.g., stealing
cutlery, eating guest food, overcharging a guest are all forms of dishonesty.

Director of

Restaurant SOP Apep Zuhdi

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Oriental Hospitality Consultants – OrientalHospitality.

4. 01 Basic Food Preparation

6. 01 Research Market Trends

7. Service Skills & Attitude

STANDARD OPERATING PROCEDURE

FOOD & BEVERAGE TASK #: 1.1

To understand about To guarantee the best

To understand and know

PREPARED BY: APPROVED BY: Stefan Schmid

Position: Signature: Position: Signature:

STANDARD OPERATING PROCEDURE

Understanding the Employee: Prevents disorganization

Guests: Provides high quality

PREPARED BY: APPROVED BY: Stefan Schmid

Position: Signature: Position: Signature:

FOOD & BEVERAGE TASK #: 1.03

To understand and learn . Definition: Standards To ensure:

82% – 95% of complaining

PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid

Position Signature: Position: Signature:

STANDARD OPERATING PROCEDURE

- Training effort and exercise

- Honesty and understanding

- Teamwork and positive experience at work

- No wastage of food or beverage ingredients.

- Respect of all living creatures

- Careful handling of all equipment, utensils

- To use preferable local products and

- Healthy and tasty food & beverage for everybody

- Sort all wastage and return for recycling

PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid

STANDARD OPERATING PROCEDURE

 Tick the appropriate rating level

 Request staff for signature

PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid

Position: Signature: Position: Signature:

STANDARD OPERATING PROCEDURE

PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid

Grooming and personal UNIFORMS Positive professional

Short and manicured,

PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid

STANDARD OPERATING PROCEDURE

To learn about Accident Prevention: Burns, Cuts, Rule number 1:

- First think – than act

PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid

Position: Signature: Position: Signature:

STANDARD OPERATING PROCEDURE

- Dirty tools and utensils, dirty machinery &

- Cockroaches, flies, mice, rats and beetles.

- To long storage of ingredients in heat.

- Wrong defrosting of food

- Spoiled ingredients such as seafood, mushrooms,

- Open wounds and infected body parts

PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid

Position: Signature: Position: Signature:

STANDARD OPERATING PROCEDURE

6. Keep It Clean – Always pick up any debris.

7. Give A Hand – Offer to help the guest in

8. Follow Up – Follow up on anything you do

9. Listen Then Act – Listen carefully to the

10. Good Grooming Habits - At all times and

11. Equal Treatment For All – Never discriminate

12. At Your Service – Most importantly,

PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid