English for Food and Beverage

HT33301
Teerapol Khoonburan
0649325965
Teerapol.kh@UDRU.ac.th
Hotel Management UDRU. Thailand

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Welcome
Agenda
01 General and Overall
Hospitality Industry in general details .

Food and Beverage

02 Department
Conversation in this department / Role play / Job description

03 Useful Vocabulary
Vocabs in F&B/ Airline/ Catering Event

04 Wrap up
Summary and issues unforeseen situation / Recovery the
issues and service.
Food and Beverage
career in this platform
 Hospitality Career prospects
Star
Airport University Club Bar Fast food
Hotel

Food delivery.

Bartender/ waiter/waitress

Lecturer in catering / banquet/ F&B

Airport restaurant / canteen/ cafeteria/

Flight catering

Hotel Industry – F&B Manager , Chef

, waiter in the restaurant , butler
 Who is a Waiter?
Waiter is one who waits beside the table and
assist guest to have his/her meal and delivers a
nice meal experience.
 A waiter is one who serves food and beverage in
a restaurant in a restaurant or bar.
A good waiter should possess qualities like
social confidence, good etiquette and
manners, effective communication, a
pleasing personality, salesmanship, a
willingness to serve, and above all, a
thorough knowledge of his job.
 Typical Job Description

F&B Senior
Captain Captain Waiter/waitress
manager

Attend briefing before a restaurant

Concern Concern Concern Concern
service of a Waiter
Mise-en-place None None None Concern
Requisition restaurant items for service, e.g.
Concern Concern Concern Concern
linen, glassware, cutlery, flowers, etc
Clear silverware and glassware None None Concern Concern
Concern
Prepare each table for service None None Concern

Concern
Receive and seat guests None None Concern
 Typical Job Description (Cont)

F&B Senior
Captain Captain Waiter/waitress
manager

Take beverage orders and serve Concern Concern Concern Concern

Take food orders and serve None None None Concern

Serve wine and champagne Concern Concern Concern Concern

Present a check (or bill) and receive payment None None Concern Concern

Ensure cost control Concern Concern Concern Concern

Concern
Ensure hygiene and sanitation/ safety Concern Concern Concern
 Do’s & Don’ts of a Say ‘thank you’, ‘sorry’ and ‘excuse me’ a lot

Waiter Show concern towards the guest Avoid making noise while walking or
while using restaurant equipment
Be polite
Always be attentive towards
the guest needs Be clean and smart in appearance

Wear fresh and clean pressed uniforms Smile Do Keep your hands and finger nails clean
Wish everyone the time of the
day; ‘Good Morning/ Don’t argues with the guest and colleagues
afternoon/ evening’
Check the work area carefully
Remember names
before starting work.

Keep the work place tidy and organized.

Don’t keep your hands folded on the chest in the
restaurant
Don’t frown and make faces

Don’t have bad odor, bad breath, uncombed hair and

unshaved jaw.

Don’t argue or talk loudly

Don’t
Don’t litter the floor
Don’t touch nose or mouth with fingers

Don’t be too familiar with the guests

Don’t ignore the guests

Don’t be too familiar with the guests

Don’t laugh aloud

Don’t seat the guest on a dirty table

MEET, GREET AND SEAT
If the guest name is not known, it is always better
to address the guest as Sir/ Madam.
Escort the guest to the table. Say "This way
please". While escorting walk in front.
 
Ask the guest whether he has any table preference
and seat him accordingly.
Pull the chair and seat the guest within one minute.
 
Always seat the ladies first.
0%
Keep eye contact
Greet and acknowledge the Guest within 5
seconds of entering the Restaurant.
Greet with a smile in a friendly and pleasant
manner.
Wish time of the day. "Welcome Mr/Ms/Sir/Madam
to Vithal Kamat
"It is good to see you Sir/Madam". "Its nice to
have you with us again Sir/Madam" (for repeat
guests only)
In case of regular guest whose name is not
known, it's always better to use the name instead
of Sir/Madam.
100
Avoid using words like your husband/wife. Either
use their names or say "The lady/Gentlemen with
you". %
 COOKING METHOD
Boiled- Cooked in water or other liquids boiling fast./. Rice, Potatoes
Poached- Cooked in slow simmering water/. Eggs
Stewed- Cooked in closed pan with little liquid
Roasted- Cooked in its own juice in oven e.g. Chicken, Lamb
Grilled- Roasted on grill (metal jalli) or infra red machine
Fried- Cooked in fat Deep
Brewing- Soaking in hot water to allow the
extract to come out
Percolating- Allowing hot water to pass through
to extract essence
Smoking- Hanging in smoke chamber to cook
slowly to acquire flavor e.g. smoked ham
Baking- Cooked in closed oven by hot air, by
adding of some liquid.
Braising- Combination of roasting and stewing.
Steaming- Cooked in steam
Barbeque- Cooked directly on fire in its on juice e.g. Kabab
Stock- Extract of bones or vegetables taken by boiling for a long
period of time in a liquid.
 DAY
BEGINS

Room Service
 Infographic Style

Set-up trays and trolleys

Take and process Clear room service area
room service orders
Present room service
.
meals and beverages to
guest

Steps
1. Lift the receiver of the
telephone on the first ring if
possible or within the first three
(3) rings. Check the name of the
guest and the room number
during the interaction.
Procedures Rationale/Other
Information
The mouthpiece should be at least ½ inch from Courteous greetings said
the mouth. with a smiling voice will
  certainly make a good
Identify room service and greet the caller as you impression.
say:
 
“Room Service, good ______. This is _________
speaking. May I know your name and your room
number sir/madam?”

2. Take the order and write it
down in an order slip
 
(triplicate copies; one copy of
the order slip goes to the
kitchen, one for the cashier and
the last one is for the waiter)
Write down and clarify orders as
you hear them.
 
Ask the number of orders and
the guest’s preferences
regarding the manner of
preparation, salad dressing, etc.
 
For eggs, whether boiled,
poached, scrambled, etc.
 
Whether breads should be
served toasted or plain.
 
If the guest is undecided,
suggest menu specialties or
chef’s daily specials.
 
Before closing, say “Will that be
all sir/madam?”
This is important to ensure that
the guest’s preferences and
requirements are followed in the
preparation. Thus, complaints
can be avoided.
 
Get other serving instructions
like additional butter, plates, etc.
 
Be a good salesman. Make
appropriate suggestions.
 
Offer the appropriate drinks or
wine that best complement the
meal.
 
If the items or one of the items is
out of stock, inform the guest
immediately and suggest an
appropriate substitute.

3. Repeat the order.
 
Clarify the order as you hear
them.
Mention the order quantity Repeating the orders helps
and manner of preparation. to prevent errors that can be
  sources of complaints.
“May I repeat your order  
sir/madam? You’ll have: Advise the guest of
2 orders of cornflakes approximate time of
cereals with cold milk delivery.
2 scrambled egg with bacon  
2 pancakes with buttermilk
2 freshly squeezed orange
juice
2 orders of brewed coffee
Did I get your order right
sir/madam? Your order will
be delivered in 15 minutes.
Thank you!”
Door Knob Menus
Interpreting Door Knob Menu
After collecting the door knob menu by the room service waiters, review and write all
order in an order slip in triplicate copies.
 Do not forget to write the date, guest’s name, room number and number of persons,
service time and dishes ordered together with the quantity and themes of desired
preparations.
 
 Steps to Delivery Room Service

Delivery to
guest room

Take order Fast within the time that

acknowledge with guest/
Clarify the item / knocking the door/
identify guest Place the order
to back of house greeting / repeat order/
Repeat farewell and wish
Re confirm with
Multiple tasks during the chef what’s
taking order customer more
specific
 Self study Online
Room Service Role play
Selecting the familiar role play online about Room
service
Main topic / issue/ what did they do and don’t describe after the VDO
o

Upload link which you have copy to Google class room

Online VDO call conversation to discussion

This task allow to do in group maximum about 4 pax