Food & Beverage Service

BANQUETS
1. HOW TO TAKE A BANQUET BOOKING

There are three documents to make banquet bookings. These are

The function book

The function book is a control register maintained in the banquet office. It records days and
times and nature of events in various function rooms. It is a reservation dairy to commit
dates and venues. The book is now computerized. It is maintained by the banquet secretary
and is accessible to the Banquet Manager and the Sales coordinator. The objective is to
maximize banquet sales as space not sold is revenue lost forever.

Contract of Agreement

A Contract of Agreement is signed between the banquet management and the client. It specifies
the details required to make the function successful. A contract may use any format, even a
simple letter; what matters is the information covered in it. Below is a checklist of
information that should be included:

 Name and address of the organization

 Name of the contact person making the booking
 Contact person’s title.
 Telephone contact numbers
 Date of function
 Start and end time of the function
 Type of function
 Name of hall booked
 Minimum number of people guaranteed
 Details of menu
 Price per head for food and beverage
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  Method of payment.
 Cancellation clause.
 Advances and deposit.
 Type of foodservice
 Bar service
 Additional service
 Charges for additional service
 Name of a salesperson making the booking
 Signatures of both the parties with date and time
 Function sheet. (Function prospectus)

A function sheet also called a function prospectus announces a function in detail to all relevant
departments of the hotel. It is copied to the Chef, Concierge, Food controller, Accountant,
Housekeeping, Engineering, and any other relevant department.

The information recorded in a Function Prospectus is

Name of the booking party

Name and address of the person to whom the bill is to be sent
Mode of payment

Nature of function
Date of function
Timings of function
Number of people expected and guaranteed
Menu details
Price per menu per head
Type of service
Special arrangement
Additional charges for special requests
Seating plan.
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The name of the person making the booking.
Banquet booking Procedure.
Inquiry
Negotiate
Check diary
For availability
If acceptable
Pencil date in the diary
Send reply to an inquiry
If the response is negative cancel and send cancellation letter.
If fully booked offer alternative.
If not regret
Letter fax
If confirmed note down in the diary writes function prospectus.

2. WHAT IS BANQUETING – THE NEED TO HAVE BANQUET FACILITIES,

SCOPE, PURPOSE, MENUS AND PRICE STRUCTURES
Banqueting is the term used to describe the service of special functions in an
establishment which is separated from the normal dining or service area found in
the various restaurants within the Hospitality sector. It involves service in special
functions for a specific group of people at specific times where food and beverages are
pre-selected or determined under a specified budget.

Functions take place within banquet rooms (or outdoors) and are under the supervision
and responsibilities of the F&B Department. The Banqueting Manager has the
administrative control of all functions (applies to larger Hotels/Resorts).

Banquet rooms consist of the actual functional room and may also feature pre-function
areas for registration or coffee breaks etc. Banquet rooms are suitable for both business
and leisure groups to hold; meetings, seminars, balls, weddings, anniversaries, etc.

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Banquets can be very profitable and are a major revenue generating part of the hotel. In
addition, successful banquets have an impact on the property’s community relations and
can influence the number of rooms it sells to corporate accounts.

Banqueting allows great flexibility in pricing. High-volume food preparation assists to

save money and can reduce food and beverage cost. Moreover, food can be purchased
on an “as needed” basis; therefore, excessive funds are not tied up in the inventory.

3. TYPES OF BANQUET LAYOUTS

Classroom/Seminar-style for Business Events

PR Functions (Press release, Fashion, Dealer’s Meeting, Seminars, Exhibitions)
Conferences (Political, Trade Union, National Sales, International, etc)
Internal or External Briefings
Classroom/Seminar setup, important points:

– The overhead projector/LCD projector table may be used for classroom setups.
– 3-5 people per classroom/seminar table.
– Each seating has a pencil, a note pad, and a water glass plus coaster set in front of it.
– 2 ½ feet spacing between tables.
Round Tales for Formal, Social or Business Events
Luncheon
Dinner/Dinner Dance
Buffet
Wedding
Annual Ball
Graduation Dinner
Round table set up, some important points:

– Round tables are used (normally) for formal dinner setups where smaller parties can join
easily.
– Max. 10 people per table.
– Table legs are lined-up in the same direction.
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– Setup ‘Molton’/under-lay before the table cloth.
– Table cloths and chair covers must be properly ironed.
Oblong/Rectangular Tables for Formal, Social or Business Events
Luncheons/Dinner/Dinner Dance/Banquets
Buffets
Annual Ball/Graduation Dinner
Round table set up, important points:

– Oblong/rectangular tables are primarily used for banquet setups.

– 8-10 people per table.
– Table legs are lined-up in the same direction.
– Setup ‘Molton’/under-lay before the table cloth.
– Table cloths and chair covers must be properly ironed.
U-Shape for Business Events

Meeting/Conference/Press release/Seminars
Comb-shape style

U – shape set up, important points:

– Seminar tables are primarily used for meeting setups.

– Max. 3 people per table.
– Table legs are lined-up in the same direction.
– The table cloth is preferably used, green felt shall be avoided.
– Each seating has a pencil, a note pad, and a water glass plus coaster set in front of it.
– 2 ½ feet spacing between tables.
Congress/Theatre style for Business Events
Meeting/ Press release/ Seminar/Speeches
Congress/theatre style setup, important points:

– All theatre/congress setup has a service station (at least 1 set per 40-50 person).
– Approximately 2-4” inches between chair to chair.
– Approximately 1 ½ chair-width between rows.
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– The platform is used for the speaker.

4. TYPES OF BANQUET EQUIPMENT, FURNITURE AND FIXTURES

Banquet service
Traditionally banquet services are of two types-buffet and sit-down. In the buffet-style, guest
serves themselves from a food display table. They stand or sit at tables preset with cutlery,
glassware, linen. An alternative to this style is just chairs arranged along the wall of the hall.
In sit down style guests are served by waiters done on formal occasions. The main feature in
buffet service is a buffet table, which is decorated with fruit displays ice sculpture or butter
sculpture based on the price and occasion

Buffets are ideal when there are large numbers of people. We will find buffet service at
weddings, large social occasions, dinner dances, etc. Buffet needs fewer service staff that
replenishes food on the table and buss dirty plates. A common fault that must be avoided in
large functions is to have only one buffet table. It is advised to have multi buffet tables of
identical nature spread around the room for every 75 guests. This disperses people and
prevents long queues at the buffet table. Another variation is to have the appetizer salads and
soups at a separate buffet table, keeping the chafing dishes with hot food in another and
finally the dessert buffet separated from the rest.

Sit down buffet is when tables are laid out formally with crockery, cutlery, and linen.
Banquet service personnel serve the guests at the table with either pre-plated food or brought
in ornate salvers and served to the guest.

BANQUET BEVERAGE SERVICE

Beverages at a function are served from a mobile dispensing bar that can be moved to suit the
layout. While hotels have a blanket permit to serve alcohol, independent banquet halls may
need to get a special permit from the appropriate authorities for each function. This may be
made known to the client when booking the function. Beverages must be procured from
licensed sources and must be dispensed by a qualified bartender who knows the local laws

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such as minimum age of consumption of liquor and the limits to which a person can consume
liquor. Beverage service can be in many ways:

Cash Bar guests have to pay for each drink they consume. Cash bars are found in college
reunions and fraternities get together etc. Guests either buy coupons for the value of the drink
or pays the cashier who gives them a bill acknowledging payment before they can get their
drinks from the bartender. The drink prices are specified in the Contracts of Agreement and
may be discounted from regular bar prices.

Host Bar is where the drink charges are borne by the host who would like to track the
consumption of liquor by the bottle or glass. Sometimes a host wishes to put a cap on the
number of drinks. Coupons with price caps are distributed to the guests who can only
consume to that limit

Open/Close Bars Some hosts permit an open bar which would then make available a large
choice of brands. Closed bars are those where the host will specify limited brands to control
costs

Corkage Permits the host to bring his own stock of liquor for the function. He would be
charged corkage(a price for each bottle opened). The establishment would need to obtain a
permit to serve drinks on corkage

Wine Service This is done at sit down dinners where the sommelier will replenish the wine
as per guest request.

5. GUESTS COMMENTS AND COMPLAINTS

Guest Handling & Complaints

When guest are not satisfied with some services and express their discontent to hotel
employees, most of them to the front office staff, their grievances are recorded as guest
complains. When guest find it easy to express their opinion to the staff, both the hotels and

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the guest benefit. The gets a feedback about its staff and services and can take corrective
action, while the guest can have a comfortable stay if his problem is addressed.
Types of guest complaints:
Mechanical Complaints: This is related to malfunctioning or non–functioning of system and
equipment installed in guest room like television, minibar, thermostat etc.
Attitudinal Complaints: When the guest feels insulted by the rude or tactless hotel staff and
lodges a complaint, it is referred to as attitudinal complaint.
Service Related Complaints: Service related complaints are about the problem in service
provided by the hotel, like delay in the room service or lunch or delay in the clearance of
soiled crockery from the room after meals.
Unusual Complaints: Unusual complains are those over which the hotel does not have a
control. E.g. A guest may complain about the lack of golf course in the hotel or lack of
central heating facility.
Guest Handling
The front office should handle guest complaints tactfully, exercising patience, empathy and
decision– making skills. As hospitality is a service oriented industry the hotel staff should
always try to resolve the customer problem immediately which appears him. If a front office
agent is unable to handle guest complaints, she should call her supervisor before the situation
gets out of control or become worse.
The following guideline may be followed while a guest complains.
Listen silently without interruption, with empathy.
Show concern and take complaints seriously.
Never argue .Remember the guest is always right.
Never try to win an argument– You may win the argument but lose the guest forever.
If, possible isolate the guest so that other guest may not overhear.
Offer choice and never make a false promise.
Monitor the corrective measures
Follow up and inform the guest about the solution.
If unable to resolve the guest problem, consult your supervisor.
Guest History
Managing guest history starts with the sources of information i.e. the guest himself (Data
Sources) or his representative such as company or travel agents etc. To begin the flow of
information, the hotel must request it and this include all information asked of customer
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before, during and after their stay and this is a ‘’Data Request’’. Further the information that
is actually received is called ‘’Data Received’’. Ones the data is received then it is needed to
be stored i.e. kept in files and is called ‘’Data Storage’’. Finally the actual application of
guest information for the purpose of enhancing services is called ‘’Data Use’’.
Greater the volume of accurate data more effective the guest history system will be .Service
excellence is always the key factor in the success of hotels. This involves remembering
frequent guest needs of desires and to be able to provide them even before the guest ask for
them. Before the computer age guest information was recorded manually sometimes in
register or cards but now with large number of rooms and with increasing labor cost with
increasing capacity of not only written records are gone but hotel can no longer rely on their
employees to remember frequent guest. Another factor is guest stays now are relatively short
and the employees turnover is also very high these days. So it is very essential that each and
every detail of guest is recorded.
Room Selling Techniques
Telephone Salesmanship
Since the caller is not directly in contact with the front desk staff and cannot see him it is
very important that the person handling the telephone call is able to give a warm and
courteous conversation to the caller. The receptionist should not have a tendency to treat such
inquiries lightly, and should give his full and undivided attention. The approach of the staff
will be instrumental in gaining or losing a potential sale for the hotel. Since the prospective
guest is on telephone, the receptionist /reservations agent must be able to communicate to the
prospective guest the product or services in such a way that the guest is able to perceive a
picture of this product which matches his requirements and is immediately ready to buy it
.The person describing the product should be specific while describing the room, for e. g,
size, location, furnishing, fixtures etc.
Selling room to prospective guest who is concerned about the prices
A guest who is not ready to pay more but at the same time expecting a superior product is
very difficult job, and hence it is very important for the receptionist to picture or describe the
product when quoting any rate. The receptionist should not begin with quoting a lower rate
and he should offer a range of products with ranging price and should allow the guest to
make the selection. Don’t undersell, try upselling, If the receptionist is a good salesman and
is able to highlight features and facilities he would always be able to make a higher sales,
while up selling be careful that you are not pushing the guest towards a higher rate because if
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the guest gets a feeling that he has been cheated then although the hotel might get the higher
sale but he will not get the repeat business.
Selling during rush hours
Usually hotels have a set pattern of arrivals load for e.g. in case of an airport hotel the load of
the guest usually is in the night and there is heavy load of arrivals during night period. The
selling ability and skills of a receptionist to an unannounced guest are put to test in such rush
hours. His patience with the guest and how calmly and efficient, he is able to deal with such
guest is of great importance. In order to be able to attend to unannounced guest efficiently the
hotel may open a new and extra arrival registration counters for the heavy check-ins.
An undecided guest
This category guest provides an excellent opportunity to the receptionist to up sell the room.
When such a guest arrives without any pre notice it will be easy for the receptionist to
convenience him to buy a higher priced room. For such a guest the receptionist should first
try to find out why is he in the city. This could provide him lead for promoting certain types
of accommodation. Offer the guest a variety of room explaining the features and merits of
them. Always promote a higher rate accommodation fist, as it is easier to back down rather
than to try selling up.
Hospitality desk
Hospitality desk is located at the entrance of the lobby lounge which is manned by the
experience staff to assist the guest without any charges related to any hotel specials and
services such as latest dining and room promos, ongoing and upcoming events and many
other facilities like advice the various hall where the meetings / sessions are taking place
.Arrange luncheons /dinners for the delegates, hotel room booking ,air ticket reconfirmation
,arrange cars, co-ordinate assist the transport schedule, also provide additional information
like where to shop native item and delicacies nature and cultural touring and where the
special parties are going on.

6. PAR STOCK MAINTAINED (GLASSES, CUTLERY, CROCKERY ETC.)

The crockery must blend in with general décor of the establishments and also with the rest of
the items on the table. An establishment generally uses one design pattern of crockery, but
when an establishment has a number of different service areas it is easier, from the control
point of view, to have a different design in each service area.

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China is a term used for crockery whether bone china (expensive and fine), earthenware
(opaque and cheaper) or vitrified (metallized). Most catering crockery used nowadays tends
to be vitrified earthenware, which is very durable and have been strengthened. Chinaware is
made of silica, soda ash, and china clay, glazed to give a fine finish. Chinaware is more
resistant to heat than glassware and can be found in different colours and designs which are
always coated with glaze.

Classification of Crockery
Bone china
Porcelain
Earthenware
Stoneware
Alumina
Melamine
Terracotta
Bone china

Bone china is porcelain made of clay mixed with bone ash. This is very fine, hard china that
is very expensive. The decorations are to be found under the glaze only. The price of bone
china puts it out of reach of the majority of everyday caterers, and only a few of the top-class
hotels and restaurants would use it. The range of design, pattern and colour is very wide and
there is something to suit all occasions and situations.

RESTAURANTS
1. TAKING ORDERS, PLACING ORDERS, SERVICE AND CLEARING

The objective of Taking Orders in Restaurant is to ensure that all orders taken in the outlets
are clear and contain the correct information.
• This procedure will ensure that all guests receive the correct order, and the correct bill.
• For newer properties hand-written is only permitted for Executive Checks, if using
computerized POS systems/ PDA’s etc.

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Procedure for Taking Orders in Restaurant
• When a guest is ready to order, the order pad must be ready for use, with the two carbon
copy papers in place/or the POS/PDA must be ready and started up connected to the system.
• Approach the table and start by making sure everyone has selected their order. If this is not
the case, inform the guest you will be back in a couple of minutes. Assist the guest with
recommendations, up-sell where appropriate.
• Take the women’s order first, and begin by writing down the starters/typing in the items
into the POS/PDA.
• A line must be drawn between each course, dividing starters with the main course, then
desserts, etc/use the applicable 1st, 2nd course button in the POS/PDA.
• Mark each item with its correct terminology and code, quantity of ordered item,
preferences/accompaniments, dressings, side dishes and degree of doneness (where
applicable).
• Repeat the order back to the guest to ensure no item has been missed-out by saying; “Mai I
repeat your order Mr/Mrs/ Brown that would be…”
• The date/time, the number of guests and the table number must be included in each order
and check/typed-in into the PDA/POS.
• After completion of the order taking at the table, order taker thanks the guest and proceeds
with ordering/posting the order in the kitchen or system.
• It is normally the case (depending on PMS/POS system used) that Executive Checks are
written down manually due to avoid an applicable service charge and taxes, since they are
associates of the hotel/resort.

2. TAKING HANDOVER FROM THE PREVIOUS SHIFT

Hotel shift handovers

Each department within your hotel will benefit from an individual shift handover within their
team. This can be given by the team leader or duty manager on shift. Equally as important as
a one-to-on handover, it is also necessary to have a daily overall handover for the whole
hotel, whereby each department can be informed of any important updates relating to broader
aspects within the hotel. Keep reading to discover why shift handovers are important, what

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information is required, and our top tips on how to execute an effective shift handover.Why
are shift handovers important?

Shift handovers are important within any industry. In some businesses, this may just be a
quick chat within a small team. However, within the hotel industry, the shift handover needs
to be a central aspect of everyday operations. This is because it is an opportunity for outgoing
staff to pass on any important information to the incoming staff. Employees who are just
starting their shift will need to know how the previous shift went and if there are any
outstanding complaints that need to be dealt with or anything happening within the hotel that
they need to be aware of. Having a shift handover procedure in place helps hotels to avoid
any unexpected situations, provides greater safety and improves productivity. It will ensure
your staff are prepared and understand what their role entails for the day, consequently,
helping to maintain excellent customer service across departments.

What details are required for an effective shift handover?

To accomplish an effective shift handover, it is necessary to understand what key details will
need to be relayed to the incoming staff at the beginning of their shift. These details will
differ slightly across the hotel departments, and it is important for each team to know what
information needs to be reported. Keep reading to discover the details required from each
hotel department.

Housekeeping

Arrivals and departures expected

Any guests who are changing rooms

Maintenance issues

Special requirements – eg. baby cot to be put in room

Special occasions – eg. anniversaries, congratulations and any gifts/extras required

F&B

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Complaints from the previous service

Number of tables booked

Large group booking details

Dietary or allergy requirements

Special occasions

Regular guests booked in

Events

Feedback from any functions on previous shift

Events taking place and any necessary details

Any meetings scheduled

Front Office

Arrivals and departures

Any guest requirements

Early check-ins/late check-outs

3. METHOD AND PROCEDURE OF TAKING A GUEST ORDER

The objective of Taking Orders in Restaurant is to ensure that all orders taken in the outlets
are clear and contain the correct information.

• This procedure will ensure that all guests receive the correct order, and the correct bill.

• For newer properties hand-written is only permitted for Executive Checks, if using
computerized POS systems/ PDA’s etc.

Procedure for Taking Orders in Restaurant

• When a guest is ready to order, the order pad must be ready for use, with the two carbon
copy papers in place/or the POS/PDA must be ready and started up connected to the system.
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• Approach the table and start by making sure everyone has selected their order. If this is not
the case, inform the guest you will be back in a couple of minutes. Assist the guest with
recommendations, up-sell where appropriate.

• Take the women’s order first, and begin by writing down the starters/typing in the items
into the POS/PDA.

• A line must be drawn between each course, dividing starters with the main course, then
desserts, etc/use the applicable 1st, 2nd course button in the POS/PDA.

• Mark each item with its correct terminology and code, quantity of ordered item,
preferences/accompaniments, dressings, side dishes and degree of doneness (where
applicable).

• Repeat the order back to the guest to ensure no item has been missed-out by saying; “Mai I
repeat your order Mr/Mrs/ Brown that would be…”

• The date/time, the number of guests and the table number must be included in each order
and check/typed-in into the PDA/POS.

• After completion of the order taking at the table, order taker thanks the guest and proceeds
with ordering/posting the order in the kitchen or system.

• It is normally the case (depending on PMS/POS system used) that Executive Checks are
written down manually due to avoid an applicable service charge and taxes, since they are
associates of the hotel/resort.

4. Service equipment used and its maintenance

Name
Uses
Storage Area
Tray
For transporting cutlery, glassware, hollowware. Dishes, and so on. Rectangular shape.
Side Board
Salvers
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For transporting glassware, drinks, coffee, and tea service. Round shape
Side Board
Water Jug
For the service of water.
Side Board
Entrée dishes
For portioning out dishes and taking to guests ‘table. Different portion sizes are available.
Hot Plate/ pick-up counter
Platter
For transporting food to the guest table.
Hot Plate
Bread Basket
Cane basket for holding bread rolls/bread, Indian breads such as roti, naan, kulcha, and so on.
Lined with aluminum foil or napkin
Pantry
Butter Dish
To hold butter cubes or curls. Placed on table just before service.
Side Board
Butter Knife
Comes with butter dish. Used for taking butter.
Side Board
Cruets
Salt and pepper cellars. Salt cellar has few holes and the pepper many. Mustard pot is also a
part of cruets. Few establishments keep this on table.
Side Board
Bud Base
For keeping small flower arrangement on the dining table.
Still Room
Menu Stand
To hold table d’ hote menu card.
Side Board
Table Number

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Small-sized piece of metal with number printed, kept on the table.
Side Board
Ashtray
For cigarette or cigar ash. Not kept on dining table beforehand. Placed just before coffee
service or when customers want to smoke.
Side Board
Tureens
For holding large quantities of soup, to portion out into soup bowls at the table.
Pantry
Soup Ladle
To serve soup form the tureen.
Pantry
Sauce Boats
To present accompanying sauces and serve.
Pantry
Sauce Ladle
To serve the sauce from the sauce boat.
Pantry
Wine Cooler
To hold ice shavings to keep white wine chilled.
Pantry
Wine Cradle
To hold red wine bottle.
Side board
Decanter
To decant red wine.
Pantry
Carafe
To serve carafe wine and to hold carbonated water.
Pantry
Coffee Pot
Tall slender pot to hold coffee.

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Pantry
Tea Pot
Short, stout pot to hold tea.
Pantry
Tea Strainer
To strain tea.
Pantry
Creamer/ Milk Jug
To hold milk and cream.
Pantry
Sugar Bowl
To hold sugar cubes/granulated sugar.
Pantry
Sugar Tongs
To pick up sugar cube.
Pantry
Toast Rack
To present toasts. It is a rack with 8-10 slots to hold toasts.
Pantry
Preserves Dish
To hold preserves-jam, marmalade, honey.
Pantry
Preserves Spoon
For taking preserves.
Pantry
Cosy
Made of thick cloth and cotton used to cover the tea and coffee pots during service to retain
heat.
Pantry
Candle Stand
For holding candles. Placed on the dining table.
Pantry

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Fruit Stand
To display fresh fruit.
Pantry
Straw Holder
For holding straws. Placed on the dining table.
Pantry
Chafing Dish
To keep food warm during service by using chemi-fuel/gas /electricity
Pantry
Salad Bowls
Wooden /glass /china bowl, to dress & serve salads.
Pantry
Cheese Knife
Kept on cheese board/trolley to cut and pick cheese.
Pantry
Grapefruit Spoon
Used with grapefruit. Tea spoon can be substituted.
Pantry
Caviar knife
Used with caviar. Slightly curved blade. Fish knife can be substituted.
Pantry
Carving Knife & Fork
Found on carving trolley or sideboard. Used for carving joints of meat, poultry, and game.
Pantry
Snail Dish
Round dish with 8-10 indentations to hold snails.
Pantry
Snail Fork
A two-prong fork, used to pick flesh from shells.
Pantry
Snail Tongs
To pick and hold snails.

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Pantry
Oyster Fork
To open oyster shells.
Pantry
Grape Scissors
To hold and cut bunch of grapes.
Pantry
Fondue Fork
A long-handled fork with two prongs. Used to dip cubes of meat, bread, and so on, in hot oil
or melted cheese. Fondu in French means melted.
Pantry
Pastry Fork
hree pronged fork, left prong being broader than the other two. Used to cut and eat pastries.
Pantry
Gateaux Slice
Used for serving pastries/cake. Found on a gateaux trolley/tray.
Pantry
Corn on the Cob Holder
Trident-shaped equipment pierced into the cob while serving.
Pantry
Nut Cracker
Used to crack walnut, almonds and so on.
Pantry
Cocotte Dish
Earthenware dish, eggs are cooked and presented in the same dish.
Main kitchen
Chinese Cruet
Bowls containing chilli vinegar, soya sauce, and chilli sauce. Offered with Chinese Dishes.
Sideboards
Ice Cream Scoop
To scoop out and serve ice cream.
Pantry/still room

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Pastry tongs
To pick and serve pastries.
Pantry
Toothpick Stand
To hold toothpicks
Sideboards
Egg Stand
To serve boiled egg.
Still room
Ravier
Oval or rectangular dish used for presenting hors d’ oeuvres, pastas, rice, and so on.
Garde manger/main kitchen
Ramekin
Used for baked eggs, custards, soufflés. Available in various sizes.
Sweet section
Coupe
Used for fruit and sea food cocktails and ice cream.
Pantry/garde manger
Lobster Cracker
To crack claws of lobster.
Pantry
Lobster Pick
To pick flesh of lobster.
Pantry
Corkscrew
Use for opening the wine bottle
Sideboards
Salad Plate
Crescent-shaped plate, used for serving salads.
Pantry/garde manger

5. Coordination with housekeeping for soil linen exchange

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The Food and beverage service department is seen to possess a very vigorous intra and inter
departmental interactions in prospect of accomplishing works. This has also made the
functioning of the organisation very suave. Positive mutual aid and harmonisation can be
found in between the intra departmental staffs, as they are willing to lend a helping hand
during busy operation hours and favourably exchange their ideas and views with each other.
With F and B Production i.e. Kitchens:-
It coordinates with kitchen department for the preparation of various food and beverage items
as per the orders. The kitchen also coordinates with food and beverage service department
regarding the functions, outdoor caterings, and promotional activities.

With housekeeping:-
It coordinates with housekeeping department regarding the cleanliness of the outlets,
different F&B sections and regarding the regular supply of staff uniforms and soil linens. The
coordination of housekeeping department with the restaurants and banquet halls is mainly
concerned with the provision of linen and uniforms. The linen room supervisor, under the
supervision of the executive housekeeper, needs to have sufficient stock of clean napkins to
meet the demands of the F & B department’s restaurant and banquet function. On his/her
part, the restaurant manager should ensure that the time set for the exchange of linen is
respected; that linen is not lost or misused; and that intimation of forthcoming banquet
function is conveyed to housekeeping department well in advance. Beside extra/special linen,
housekeeping may also have to arrange for flower decorations for banquet.
Coordinating between two departments becomes particularly necessary in the case of room
service, so that friction does not arise over matters such as waiters not collecting trays from
guestrooms or room service staff leaving soiled trays in the corridors or causing extra work
through careless spills on the carpet. In many hotels, housekeeping department also looks
after pest control in restaurants, kitchens, and store attached to them. Special cleaning of this
areas call for coordination with the housekeeping department. Restaurant staff required clean
uniforms on a daily basis, for which they need to communicate with housekeeping
department.

With front office department:-

Communication between the food and beverage department and the front office is also
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essential. Some of this communication is conveyed by relaying messages and providing
accurate information on transfers, which are forms used to communicate a charge to a guest’s
account. Communication activities also include reporting predicted house counts, an estimate
of the number of guests expected to register based on previous occupancy activities, and
processing requests for paid-outs, forms used to indicate the amounts of monies paid out of
the cashier’s drawer on behalf of a guest or an employee of the hotel. These vital services
help an overworked food and beverage manager, restaurant manager, or banquet captain meet
the demands of the public. Incoming messages for the food and beverage manager and
executive chef from vendors and other industry representatives are important to the business
operation of the food and beverage department. If the switchboard operator is given
instructions on screening callers (such as times when the executive chef cannot be disturbed
because of a busy workload or staff meetings, or vendors in whom the chef is not interested),
the important messages will receive top priority.
In a hotel that has point-of-sale terminals, computerized cash registers that interface with a
property management system, information on guest charges is automatically posted to a
guest’s folio, his or her record of charges and payments. When a hotel does not have point-
of-sale terminals that interface with PMS point-of-sale terminals, the desk clerk is
responsible for posting accurate charges on the guest folio and relies on transfer slips. Also,
the night auditor’s job is made easier if the transfer slip is accurately prepared and posted.
The front office manager should work with the food and beverage director in developing
standard operating procedures and methods to complete the transfer of charges.
The supervisors in the food and beverage department rely on the predicted house count
prepared by the front office manager to schedule employees and predict sales. For ex- ample,
the restaurant supervisor working the breakfast shift will want to know how many guests will
be in the hotel so he or she can determine how many servers to schedule for breakfast service.
Timely and accurate preparation of this communication tool assists in staffing control and
sales predictions.
Authorized members of the food and beverage department will occasionally ask the front
office for cash, in the form of a paid-out, to purchase last-minute items for a banquet, the
lounge, or the restaurant or to take advantage of other unplanned opportunities to promote
hospitality. Specific guidelines concerning cash limits, turnaround time, prior approval,
authorized signatures, and the general manager and front office manager develop purchase
receipts. These guidelines help to maintain control of paid-outs. The banquet department,
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which often combines the functions of a marketing and sales department and a food and
beverage department, requires the front office to relay information to guests about scheduled
events and bill payment.
The front desk staff may also provide labour to prepare the daily announcement board, an
inside listing of the daily activities of the hotel (time, group, and room assignment), and
marquee, the curb-side message board, which includes the logo of the hotel and space for a
message. Since the majority of banquet guests may not be registered guests in the hotel, the
front office provides a logical communications centre.
The daily posting of scheduled events on a felt board or an electronic bulletin board provides
all guests and employees with information on group events. The preparation of the marquee
may include congratulatory, welcome, sales promotion, or other important messages. In some
hotels, an employee in the front office contacts the marketing and sales department for the
message.
The banquet guest who is unfamiliar with the hotel property will ask at the front office for
directions. This service might seem minor in the overall delivery of service, but it is essential
to the lost or confused guest. The front office staff must know both how to direct guests to
particular meeting rooms or reception areas and which functions are being held in which
rooms. Front desk clerks, must be ready to provide information for all departmental activities
in the hotel. The person responsible for paying the bills for a special event will also find his
or her way to the front office to settle the city ledger accounts. If the banquet captain is not
able to present the bill for the function, the front desk clerk should be informed about the
specifics of food and beverage charges, gratuities, rental charges, method of payment, and the
like.

With Human resources department:-

The human resources management department may rely on the F and B service staff to act as
an initial point of contact for potential employees in all departments. It may even ask the F
and B service to screen job candidates. If so, guidelines for and training in screening methods
must be provided.
Some directors of human resources management depend on the F and B service to distribute
application forms and other personnel-related information to job applicants. The potential
employee may ask for directions to the personnel office at the F and B service. The human
resources management department may also develop guidelines for the F and B service use in
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initially screening candidates. For example, the guidelines may include concerns about
personal hygiene, completion of an application, education requirements, experience, and
citizenship status. This information will help the executives in the human resources
management department interview potential job candidates. Each situation will describe
some communication problems between departments, trace the source of mis-
communication, analyse the communication system, and present methods that will help
improve communications. The purpose of this method of presentation is to help future
professionals to develop a systematic way of continually improving communications.

With Security department :-

It coordinates with security department to create a safer environment for the guests, hotel
personnel and the assets to control them properly.
It coordinates with engineering department for repairs, maintenance, and installation of
various equipment and physical features required during operation hours and special
functions.
Information system
It coordinates with information system department regarding the updating and installing of
different electronic information system. Every personal are provide with the password as
access into the computer system of the hotel by the IS department. Similarly, the micros
cards are also issued to the F&B staffs and the degree of accessibility is governed by the rank
of the staffs.

With Stores:-
It coordinates with materials department for regular supply of food, beverages, and essential
stationeries for the outlet.
Sales and marketing department: It coordinates with sales and marketing department for the
sales of banquet halls, fixing the menu price, and providing provisions and service as per the
Banquet Event Order. F & B personnel will do the necessary arrangement for the preparation
and see to guests needs. Get clients to hold functions using hotel facilities in banquets.
Finance department: It coordinates with finance department for payment of salary and budget
development.

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 6. Physical inventory monthly of crockery, cutlery, linen etc.
Calculating Quantities of Equipment Required
One of the major purchases for any establishment is equipment. This may consist of heavy-
duty or light- duty equipment such as cutlery, crockery, and glassware. Great care must be
taken when deciding stock levels because a major portion of the investment is spent on the
equipment. Usually, these service equipment are maintained in ‘par inventory levels.’ If the
equipment is overstocked, the cash flow and storage place is blocked and chances of
pilferage and theft are increased. On the other hand, if the stock is insufficient, then you may
need to compromise on service standards and procedures. This leads to guest dissatisfaction,
and ultimately losses in business.

The restaurant manager is responsible for setting up the par stock levels based on the
operations and frequency of usage. They also decided on how low the par stock should be
before placing the next purchase order. Stock levels vary based on dishwashing procedures
and on-site laundry. The following guidelines help to decide on par stock levels. When
operating several outlets the patterns and designs of equipment need to be considered. If there
are different patterns for each outlet it gives a unique identity to each operation. But it creates
sorting problems at common dishwashing. It is also expensive to maintain different stocks
separately.

Chinaware: The stock should permit one complete set in the restaurant, one in the process
(i.e., in washing and kitchen), and one in reserve (still room). Thus, it is advisable to have
three par levels for the chinaware. But for items such as B&B plates and under liners, which
are used more frequently in large numbers, need to have and extra par.

Glassware: As a rule of thumb, hotels maintain three par stock levels for each variety of
glassware, But for few exceptions such as frequently used wine glasses and water goblets, an
extra par needs to be maintained. This stock level may vary based on many factors, for
example, the ‘lead time’ or ‘waiting time’ for specific logo glassware and breakage rate in the
property, etc.

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Steel or silverware: The general three par levels may alter for specially embossed flatware
because of the ‘lead time’. It also depends on the theft and loss rates of the property. An
onsite burnishing machine can help reduce stock levels of the silverware.

Linen: Linen is of two types of food and beverage organizations. One is ‘table linen’ and the
second is ‘uniforms. Table linen includes a tablecloth, slip cloths, and napkins. The minimum
par stock for the table linen is three times. But it varies based on the cover turnover and busy
operations. Normally, high turnover outlets need to maintain four stock levels. The
cleanliness of staff and their uniforms speak about the hygiene levels of the outlet. The
uniforms should be issued in three sets. With this plan, an employee can wear one, store
another for the next shift, and launder the third.

Quality and purchase Specifications of Different tableware

In many hotels, an executive committee comprising the heads of the departments and the
general manager decides the quality and quantity of equipment. Once the decision is taken, a
great deal of research has to be made about the product and suppliers by the purchasing
department. This is done by studying brochures of different brands, talking with sales
representatives, and reviewing samples. Then the purchasing department requests for price
quotations and makes a comparative statement for lower costs. Some amount of negotiation
is required before placing the order. Once an order has been placed, the same information is
filed in purchase record books. The information is useful when the products are received for
verification. Standard specifications are made based on the following points:

Budget

Type of operation

Compatibility with the theme

Quantity required

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Storage space

Chinaware: It is reported that 70-80 percent of breakage occurs in the dishwashing area. So,
commercial quality crockery is advisable which is resistant to chipping, cracking and
scratches. Often heavy or thick china is used in fast – food outlets. Heavy crockery may hold
heat efficiently but is vulnerable to breakages. Moreover, it looks awkward and needs more
storing space. For class-one restaurants, thin and glossy finished crockery is recommended.

Chinaware can be purchased from domestic or foreign suppliers. Whatever may be the case,
the lead time must be considered while placing orders. In some establishments, management
may decide to have logo-printed chinaware or special-pattern chinaware. In this case,
purchase specifications need to mention clearly. As a quality and professional matter, high-
quality crockery should never be mixed with low-quality glassware or cutlery. Usually,
different patterns are also not mixed in the same outlet.

Glassware: Managers must consider a lot of factors before placing them for the glassware.
The glassware must march with the theme of the outlet. The price must be within the range of
the allotted budget. Open or general stock glassware is less expensive than the custom-made
stock. Rolling edges and rims on glasses reduce cracking and chipping. Stemmed glasses
look attractive, but are more susceptible to breakages. Cleaning and storing procedures need
to be addressed before placing an order. Breakage ratio and lead time are important points to
be considered. Steel or silverware: The true silverware is highly expensive and difficult to
maintain. Some of the elegant hotels use silver-plated cutlery and flatware. This type of
cutlery is also called ’hotel plated’ or ‘electroplated nickel silver (EPNS).’ This type of
flatware gives an elegant and royal look to the restaurant décor. But EPNs items need to be
plated very often. If the establishment has an in-house ‘plating plant’ and ‘burnishing
machine’, it reduces the maintenance costs and also increases the durability of the equipment.

Nowadays, most of the establishments are opting for ‘stainless steel’ flatware because of their
low maintenance costs. Stainless steel cutlery can be made to any purpose, any shape, and
style. As the name indicated they are stain proof and resistant to rust. It is also difficult to
bend and break. Another advantage of the stainless steel cutlery is that it is the most cost-
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effective and widely available. It can be made in different varieties such as glossy finish, dull
finish, or matte finish to suit the outlet theme. The controlling of cutlery stock is a difficult
task and should involve strict procedures. Only the number of stock that is required for
operations should be issued.

Linen: One must consider the comfort and quality of fabric while selecting for table linen.
Moderately thick and absorbent cotton material is recommended for table linen. Maintenance
of linen is an expensive match with the theme and décor.

7. Equipment, furniture and fixtures used in the restaurant and their use and
maintenance
The total dining experience comprises not only food and beverage served but
also the atmosphere created. Ambiance or interiors of a restaurant play a major
role in attracting and keeping the business. The major elements of interiors are
(a) décor, (b) lighting, (c) color, and (d) furniture. We will be discussing these
four elements individually.

Décor

Décor means decoration of the place. It mainly consists of fixtures, fittings,

picture frames, paintings, and other artifacts. By changing the décor, we can
change the ambiance of a restaurant. While creating perfect décor, managers
should not neglect operations. The décor should not interrupt the smooth
operations. Decorative items should be of commercial quality to withstand
wear and tear. They must be easy to clean and hygienic. Another major point
to consider is safety. Some common safety issues are listed below:

The smooth and slippery floor in the outlet looks very elegant and shiny. But it
leads to many accidents.

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Exposed rough or sharp edges of tables and chairs can hurt people in the
operations.

Splinters and nails of tables and chairs can hurt guests.

Unmarked glass doors can lead to accidents.

Steps must be railed and lighted to avoid tripping-over.

Hanging decorations or low ceilings must be marked.

An emergency exists should not be blocked with decorative items.

The above-given factors should be considered while designing the décor of an

outlet.

Pictures or wall hangings and other decorative items need to use with great
care to portray a particular theme. For example, a nautical or marine theme can
be achieved by placing various ship models, paintings of anchors, fishing nets,
wall hanging buoys, and shells. These items can be located based on the space
available and the color contrast.

Lighting

Modern designers are showing interest in using a variety of lighting and light
sources. A wide range of effects can be created by contrasting different lights.
Lighting in food and beverage outlets is mainly categorized into two kinds.

Functional lighting: This kind of lighting is required for operation in the back
area and kitchen. It is also required on tables to enable the guest to read the
menu and see the food and beverage presentation. This kind of lighting
amounts as much as 75 percent of the total restaurant lighting. Functional
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lighting is more common on tablets, at buffet counters, display articles, and on
the pictures and paintings.

Decorative lighting: This kind of lighting is used to create ambiance and

décor. It is a part of the decoration. This included wall bracket lamps, serial
lamps, and picture focus lamps, etc.

To create a correct ambiance with correct illumination, one should use

different types of lightings in the correct combination. There are two main
types of lightings used in food and beverage establishments. They are
incandescent lights and fluorescent lights.

Incandescent lighting is warm and inviting. But these lights are less energy-
efficient to operate. And the yellow hue of the bulbs may change the natural
color of the food items. Fluorescent lighting is known for the lower operating
cost. Natural colors are not shaded by the white light. But it is often criticized
for its pale, dull, and lifeless illumination. Therefore, it is advisable to use a
combination of both the lights in balance to create a warm, romantic, and
bright atmosphere. Many experts recommend 70 percent of fluorescent and 30
percent of incandescent light in the total lighting system. This gives a mood of
enjoying the meal and a pleasant, natural appearance to the food items. Expert
restaurant designers use tips from the ‘psychology of lighting’ in developing
lighting systems for a restaurant. Below are a few tips on creating a correct
lighting system:

– Brighter or strong lighting is not comfortable to eyes, thus gives a

message of ‘eat quickly and leave.’

– Soft lighting creates a mood of ‘relax and dine at leisure.’

– Sparkles enhance appetite and encourage conversation.

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– Spotlights on seating areas should be avoided. Guests should be
surrounded by light rather than spotting them.

– Candles between people draw them together.

– Direct lighting to be countered with soft lighting.

To keep the desired mood and effect of lighting, dimming systems are widely
used around the world. In modern days most of the specialty outlets are opting
for semi-automatic or fully automatic dimmer systems. These automatic
dimmer systems are preset with different combinations of lighting. By just
selecting any one mode of lighting on the dimmer system, the combination can
be changed between dim and romantic mood for dinner, and a bright and
cheerful mood for lunch.

Colour

The colors used in dining areas affect the atmosphere. Designers follow a wide
range of rules while selecting colors. Great care must be taken while choosing
the right color since food and color are closely associated. The color scheme
used must reflect the character of the restaurant. Usually, white, cream, beige,
blue, and yellow are the most used colors in food and beverage establishments.
A combination of different colors can be used to balance and to create the
desired effect. Colors also affect the mood of the guests. It is observed that
cool colors such as light green, blue, and violet give a relaxed dining
experience. In contrast, war5m colors such as yellow, red and orange will
stimulate activity; thus, encourage fast table turnover.

Colors also have an impact on the room size. A small room can be showcased
as a large room by painting it with some bright colors. Similarly, a large area
can be painted with a dark color to give a more intimate feel.

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Furniture

The dining room furniture is available in a wide variety, and it can fit in any
atmosphere and décor if selected properly. Great care must be taken while
selecting furniture because it is an expensive decision. The cost of furniture
makes nearly 50 percent of the total initial investment.

The next important factor to be considered is the ‘comfort’ of the guests.

Heavily cushioned furniture gives a sinking feeling and is not comfortable
while dining. Hard surfaces are also not suitable for long sitting and relaxed
meal. Furniture should not occupy too much space. Professionals should
consider the table size requirements, compatibility with the theme, and
materials used for the furniture.

Wood is the most commonly used material for the dining room furniture.
Various types of woods are used to suit the décor and theme. Wood is most
preferred because it is strong, rigid, stylish, and able to resist wear and tear.
Metals such as aluminum, steel, and brass and other materials such as plastic,
vinyl, and fiberglass re also used in modern days to create attractive and
contemporary furniture. Selected furniture must support the type of operations,
keeping the guest comfort in mind.

8. Method of folding napkins

There are 4 basic ways to fold napkins at the outlets:

• The boat style
• The bishops hat style
• The rabbit’s ears style
• The tower style
Before folding and setting napkins, staff must check they are well ironed, clean, not
damaged, not stained and no lipstick stains.
Other styles of folding are used for serving wine or as underliners too.
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Napkin Folding #1 Bishop’s Mitre
 Fold napkin bringing top to bottom.
 Fold corners to centre line.
 Turn napkin over and rotate ¼ turn.
 Fold bottom edge up to top edge and flip point out from under top fold.
 Turn left end into pleat at left forming a point on left side.
 Turn napkin over and turn right end into pleat forming a point on right side.
 Open base and stand upright.

Napkin Folding #2 Rosebud

 Fold napkin in half diagonally.
 Fold corners to meet at top point.
 Turn napkin over and fold bottom 2/3 way up.
 Turn napkin around and bring corners together; tucking one into the other.
 Turn napkin around and stand on base.

Napkin Folding #3 Pyramid

 Fold napkin in half diagonally
 Fold corners to meet top point
 Turn napkin over and fold in half
 Pick up at centre and stand on base of triangle

Napkin Folding #4 The Crown

 Fold napkin half diagonally
 Fold corners to meet at top point
 Fold bottom point 2/3 way to top and fold back onto itself
 Turn napkin over bringing corners together, tucking one into the other
 Peel two top corners to make crown
 Open base of fold and stand upright

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Napkin Folding #5 The Rose
 Fold all 4 corners of open napkin to center
 Fold new corners to center
 Turn napkin over and fold all 4 corners to center
 Holding center firmly, reach under each corner and pull up flaps to form petals
 Reach between petals and pull flaps from underneath

Napkin Folding #6 Lady Windermere’s Fan

 Fold napkin in half.
 Make ―” accordion pleats, starting at bottom.
 Fold in half with pleating on the outside.
 Fold upper right corner diagonally down to folded base of pleats and turn under edge.
 Place on table and release pleats to form fan.

Napkin Folding #7 The Clown’s Hat

 Fold napkin in half bringing bottom to top.
 Holding center of bottom with finger, take lower right corner and loosely roll
 around center, matching corners, until cone is formed.
 Turn napkin upside down, then turn hem all around.
 Turn and stand on base.

Napkin Folding #8 Arum Lily

 Fold napkin bringing bottom up to top
 Fold corners to top.
 Fold bottom point up to 1”below top.
 Fold point back onto itself.
 Fold down each of points at top and tuck under edge of folded up bottom. Fold down
one layer of top point and tuck under base fold.
 Turn napkin over and tuck left and right sides into each other.
 Open base and stand.

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Napkin Folding #9 Cardinal’s Hat
 Fold napkin in half diagonally
 Fold corners to meet at top point
 Turn napkin over with points to the top, fold lower corner 2/3 way up
 Fold back onto itself
 Bring corners together tucking one into the other
 Open base of fold and stand upright

Napkin Folding #10 Bird of Paradise

 Fold napkin in half, and then half again horizontally
 Then fold in half diagonally with points on the top and facing up
 Fold left and right sides down along centre line, turning their extended points under
 Fold points of bottom corners underneath and fold in half on long end
 Pull up points and arrange fabric on a surface

9. Note proprietary sauces, cutlery, crockery and other service accessories kept at the
station
Cutlery implies implements used for cutting and eating food. It includes knife, fork and
spoon. There are different types of knives, forks and spoons. A complete cutlery set may
include butter knife, soup spoon, seafood fork etc.

Knife
Different knives are designed to serve specific tasks. Choosing the right knife makes it
easier to perform that task. A knife can be designed for striking, chopping, tearing,
dicing, spreading, carving or slicing. The difference lies in the blade of the knife
whether it is pointed, blunt, serrated etc.

Dull blades are used to cut soft or cooked food while serrated knives are easy to cut
meat. Non-serrated steak knives allow for a cleaner cut while pointed knives help in
cutting or paring fruits. Knife with a broad flat blade is suitable for eating fish while
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knife with blunt ends is used to spread butter, cheese spreads, marmalades etc.

Dinner knife

Dinner knife is sized between 9 ½ and 10 inches. It is used to cut and push food. It also
serves as a replacement for salad knife if latter is not available.

Steak knife

A steak knife can be used in place of dinner knife or in addition to it. It can be serrated
or non-serrated depending on specific steak cuts. It is usually four to six inches long.

Luncheon knife

Slightly smaller than dinner knife, luncheon knife is used with luncheon plate to suit the
size of the plate. Dinner knife is equally acceptable when luncheon knife is not
available.

Fish knife

Fish knife is used when fish is served for dinner. Fish knife measures 8 ¾ inches with a
wide blade and dull edge. The tip of fish knife aids in separating layers of fish and lift
bones.

Dessert knife

Dessert knife can be used for dessert, fresh or candied fruit. It can be used to cut cakes
and pastries. It goes together with the dessert spoon.

Fruit knife

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Measuring between 6 ½ and 7 ¼ inches, fruit knife has a pointed tip and a narrow
straight. The blade can be serrated or slightly curved. It is meant to cut and peel fruits.

Butter knife

Small in size at 5 to 6 inches, butter knife has a rounded point so that it does not scrape
the bread while spreading butter. Dinner knife is equally acceptable if butter knife is not
available.

Spoons
Spoons are used to transfer food from platter or bowl to mouth. There are different types
of spoon for specific tasks.

Teaspoon : It is meant for stirring coffee, tea, soups and eating.

Tablespoon : A tablespoon is bigger than a teaspoon and is used for serving food from
serving bowls.

Place spoon : It is an all-purpose spoon bigger than a teaspoon but smaller than a
tablespoon.

Soup spoon : A large rounded spoon used for eating soup. An oval spoon is used in case
soup contains meat, vegetables, bread crumbs etc.

Dessert spoon : It is used for eating sweet dishes and puddings.

Sundae spoon : Long spoons to reach the bottom of sundae glass and eat liquid or semi-
liquid food like ice-cream toppings, floats, jelly etc.

Fruit spoon : Fruit spoon has an elongated bowl and a pointed tip that aids in cutting
fruit and eating fruits like grapes, oranges and melons.

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Forks
The two-tined fork is used cut meat while there or four-tined fork has other uses.

Dinner fork : Meant for the main course, dinner fork measures around seven inches.

Salad fork : Used for eating salad, in salad fork outer tines are notched, wider and longer
than inner tines. It is six inches in length.

Forks with extra long tines : Such forks are meant for eating spaghetti, noodles.

Dessert fork : It is used for eating cake, pies and pastries. It is more or less similar to
salad fork.

Fish fork : It is used for holding and serving fish. Tines are uniform in width and length.

Sea food fork : Sea food fork is ideal for eating crustaceans. Also called crab fork,
lobster fork, it serves two purposes. The double-pronged slim end is used to pick sea
food while the curved scraper is used to scoop out the meat.

BAR

1. Types of glasses used in bar service and types of drinks served in each glass

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 Size
S.no Name of the Glass Uses
(1fl oz = 28.4 ml)

1 Cocktail glass 4-12 fl oz Used for all kind of cocktails

2 Pony tumbler/ juice glass 4 fl oz Used to serve all kind of juices

3 High ball glass 8-10 fl oz Used to serve water

4 Beer mug 10-12 fl oz Used to serve beer

5 Beer goblet 10-12 fl oz Used to serve beer

6 Brandy balloon/snifter 8-10 fl oz Used to serve brandy or liqueurs

7 Champagne (saucer/ flute/ tulip) 6-8 fl oz Used to serve champagne or sparkling wine

8 Water goblet 8-10 fl oz Used to serve water

9 Pilsner 10-14 fl oz Used to serve the cocktail, juices, and beer

10 Sherry capita 1.75fl oz Used to serve sherry or other sweet wine

11 Old fashion glass 8 fl oz Used mainly to serve whiskey

12 Red wine glass 8-14 fl oz Used to serve red wine

13 White wine glass 8-14 fl oz Used to serve white wine

14 Tequila shot glass 1 fl oz Used to serve tequila

15 Vodka shot glass 1 fl oz Used to serve vodka

16 Margarita 5-6 fl oz Used to serve cocktails

2. Handling of empty bottles

3. Dry days and handling of customers during the same

4. Handling of complimentary drinks
5. Bar cleaning and closing
6. KOT/BOT control

ROOM SERVICE

1. Identifying Room Service Equipment

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2. Importance of Menu Knowledge for Order-taking (RSOT functions/procedures)
3. Food Pickup Procedures
4. Clearance Procedure in Dishwashing area
5. Serving Food and Beverages in rooms
6. Operating dispense Bars

WHAT TO OBSERVE

F&B Production
There are certain shifts that are more important to be done in order to learn the systems
and procedures of the
department. You should make sure that you cover all shifts so as understand the
department fully.
1. Area & Layout of the Kitchen
2. Study of Standard Recipes
3. Checking the stock in the Walk-In cooler / freezer (deep)
4. All cuts of meat and butchery items (Mutton, poultry, beef, fish etc.)
5. Daily procedure of handover from shift to shift
6. Cutting of all garnishes
7. Storage of ice creams and other cold desserts
8. Yield of fresh juice from sweet lime / oranges
9. Filling of coffee, water, milk in the dispensers
10. Finishing of buffet dishes

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WHAT TO LEARN IN
FOOD PRODUCTION DEPARTMENT
.
 Kitchen
• Satellite kitchens
• Their sections
 Kitchen organization
• Structure
• Hierarchy
• Breakup of the tasks performed in each section/ shift
• Equipment used – heavy duty, manufacturers, cost, etc.
• Stores/ purchases/ receiving
 Stores
 Purchases
 Receiving

Areas to be covered
 Main kitchen
 Butchery
 Bakery
 Brand names of equipment used

WHAT TO OBSERVE

Front Office
There are certain shifts that are more important to be done in order to learn the systems
and procedures of the department. You should make sure that you cover all shifts so as
understand the department fully.
1. Greeting, meeting & escorting the guest
2. Total capacity and tariffs of the rooms
3. Special rates and discounts applicable to groups, business houses, airlines, vip 's etc
4. Identification of kind, mode and type of reservation
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5. Forms and formats used in the department
6. Meaning of guaranteed, confirmed and waitlisted reservations
7. Procedure of taking a reservation
8. Group reservations, discounts and correspondence
9. How to receive and room a guest
10. Room blockings
11. Discounts available to travel agents, tour operators, FHRAI members etc
12. Co-ordination of reception with lobby, front office cash, information, room service,
housekeeping and telephones
13. Guest registration, types of guest folios, arrival slips, c-forms and their purpose
14. How to take check-ins and check-outs on the computer
15. Key check policy
16. Departure control
17. Percentage of no-shows to calculate safe over booking

WHAT TO OBSERVE

Housekeeping

There are certain shifts that are more important to be done in order to learn the systems
and procedures of the department. You should make sure that you cover all shifts so as
understand the department fully.

1. LINEN & UNIFORM

a. Study the Pest Control procedure followed & learn how the linen/uniform is preserved
against mildew
b. Note the discard procedure & observe the percentage of discard

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