Professional Documents
Culture Documents
The Abc of Hospitality PDF
The Abc of Hospitality PDF
The Abc of Hospitality PDF
Index
Lesson Topic Page
No.
001 Hospitality & the Hotel industry 1
002 Classification of Hotels 16
003 The Departments of a Hotel and their Objectives 24
003A The Hotel Organisation Chart 27
004 The Hotel Front Office Organisation 28
004A The Organisation Chart of Front Office 32
005 The Front Office and its Intra & Interdepartmental Relationship 33
006 The Types of Rooms 38
007 Some Important Abbreviations & Definitions I & II 41
007A Front Office -Reservation Section 44
008 Front Office – Registration 52
009 Front Office – Information 60
009A Front Office- Shift-wise Duties of a Receptionist 63
010 Front Office - Room Report & Room Statistics 64
011 Front Office – The Bell Desk & Concierge 66
012 Front Office- The Cashier & The Night Audit 70
013 F&B Service – Outlets 77
014 F&B Service – Organisation & its Hierarchy 89
015 F&B Service – Interdepartmental Relationship 93
016 F&B Service – Ancillary Sections +7 96
017 F&B Service – A Typical Restaurant Floor Plan 99
018 F&B Service – Service Equipment 100
019 F&B Service - The Menu & its Courses 112
020 F&B Service – The Setting of a Dinning Hall 120
021 F&B Service – Breakfast & Afternoon Tea 126
022 F&B Service – The Service of Food – The Rules- The Styles & The 131
Sequence
023 F&B Service – The Restaurant Control System 138
024 F&B Service – Beverages & Its Classification 142
024A F&B Service – Various Types of Coffee Preparation 154
025 F&B Service – Service of Beverages 160
026 Housekeeping - Organisation & Operation 165
026A Housekeeping – The Organisation Chart 177
027 Food Production – Organisation 178
027A Food Production – The Organisation Chart 184
028A Food Production – The Methods of Food Preparation & Cooking 185
028B Food Production – The Basic Cookery- Stocks, Soups, Sauces & Gravies 188
029 Food Production – A Brief Knowledge on Food Materials 195
029A Food Production – A Brief Knowledge on Production Equipments 206
030 The French Menu Terms 211
001 -HOSPITALITY & THE HOTEL INDUSTRY
The Importance of One may often ask why we should practice hospitality. Now in this
Hospitality. world where we continually render our services, one is the giver
whom we can term as the “seller” and the other is the receiver or in
other words the “customer”. It is also true that you may offer services
as a seller and it is up to the choice of the customer to accept it or not.
a) Hotel Sector.
b) Travel Sector- Tourism, Transportation, Travel gents & Tour
Operators.
c) BPO Sector.
d) Retail Outlet Sector.
e) Banking Sector.
The Rules for Hospitality refers to pleasing of guests. To please a guest there are
Customer/ Guest two rules.
Satisfaction
● Rule 1:- The guest is always right.
The Hotel Industry- The hotel is defined as a place where one can be offered with food,
Definition & drinks and shelter in exchange of money, provided he is in the
History
position to pay and is in a fit condition to be received.
The need for a hotel arose, perhaps, with the urge to travel and with
the latter getting the impetus from the invention of wheels the
necessity of a home away from home increased.
The early travelers were the warriors, the traders or the people in
search of knowledge. In those times there were no hotels and people
traveled on palanquins, horses, elephants and donkeys. The warriors
pitched their tents for accommodation and had their own garrison to
feed them. The traders often traded their merchandise for lodging or
were sometimes respected by the nobilities and the scholars often
gained patronization from the kings and nobilities.
People formed groups, acquired lands, formed villages and cities and
kingdoms. Rulers came up to rule upon them. Wheels were invented
and roads started getting constructed initially for the movement of
the army. Chariots, animal driven carts came into being and along
with it travel started among the civilians as well namely among the
traders, pilgrims and the scholars.
In Europe, during 7th and the 8th Century BC, the monasteries
provided shelter and food to the travelers. But incidentally, these
monasteries had a very little capacity to give shelter to a huge fleet
of travelers which later started coming up in groups in order to
protect themselves from highwaymen and eventually a need for
larger accommodation arose.
In 13th Century the Manor houses of the nobilities provided food and
shelter free of cost. But in time, the free services offered by these
manor houses were crippled by taxes and many had to reform their
establishments as inns.
In this way the need of hotel keeping came up and the lead was taken
up Switzerland. It was in this part of Europe the birth or organized
hotels came up in form of Chalets (small wooden house) and small
hotels that provided a lot of services. In England there were public
houses that came to be called as Inns – for the nobilities and the
taverns for the commoners. In France too there came up a
classification of superior hotels – the Hosteller for the rich people
and the Cabarets for the commons. In Americas the lodging houses
were called Inns and Coffee Houses.
Consequently, the hotel industry boomed in the 18th Century with the
opening of the City Hotel in 1794 in New York. This hotel was built
by an American E M Statler and this was the first where the entire
building was constructed for the hotel purpose. Throughout the 1800
the American innkeepers improved their services and continued to
build larger and amply equipped properties and such properties were
mostly located near sea towns.
The next stage of the cycle of the evolution of the hotel industry was
coming up of the motorcars which in turn necessitated in
constructing a wide network of roadways. It enabled to visit those
parts of the country which could not be traveled by railways. This
gave birth to inland resorts. Along with this new concept there arose
another necessity to stopover en-route arose. Especially to re-fresh
oneself and service and refuel their cars. This gave way, especially
among the Americans to construct such transit hotels which came to
Development & In the early periods in India, hospitality was not organized but was
Growth of Hotels in provided either by an individual or village bases. But nevertheless,
India
the guests were held in high esteem and they were regarded as
“Athiti deva Bhava” a guest is like God.
In India too the development of the hotel industry was closely linked
with travel. Inns, which were called “serais”, were set up at strategic
places which served as a stopover. Such evidence is still being borne
by the name of a place a “Mughalserai” which was about just half
the distance from Delhi the capital and Murshidabad, the seat of the
Bengal’s nawabs. Even the Grand Trunk Road had innumerable inns
to meet the demands of the passersby.
It was with the coming of the British the hospitality industry took on
a large scale shape. Many of the serais changed its décor and type of
food according to the liking of the British. In 1840 a Parsi gentleman
– Pallanjee Pestonjee opened a hotel in Bombay which was as good
as that maintained by any British and it was famous for its food and
beer. Later more hotels like Auckland Hotel, Great Eastern hotel
came into being. The Taj Group was founded in 1903 by JRD Tata
with its maiden Hotel constructed at the Gateway of India –
Mumbai. Mr. M S Oberoi started his career as an hotelier by buying
the Ceceil Hotel, Shimla in 1934. A brief history of the hotel
industry both internationally and in India are discussed
YEAR EVENT
1846 Central Heating
1859 Elevator
1881 Electric Lights (2 years after patent)
1907 In-room Telephones (31 years after invention)
1910 Formation of American Hotel Association (later *AHMA) was formed, now**AHLA
1927 Radio in rooms (21 years after invention)
1940 Air cooling mostly in public area
1950 Electric elevator
1958 Free television
1964 Holiday Inn reservation system with centralized computer
1965 Message light on telephone
1965 Initial Front office systems followed by room status
1970 Color T.V. (invented in 1954)
1970 (Early) E.C.R. (Electronic Cash Register)
1970 (Mid) POS (Point of Sales) system and key less locks
1973 Free In-room movies (Sheraton)
1983 In room personal computers
TABLE I.2
YEAR EVENT
1650 Pascal opened a café in Paris and Coffee House in London
1794 City Hotel (73 rooms) at 115 Broadway, New York. First building specially
made for a hotel by E.M. Statler.
1829 Tremont House. Adam & Eve of modern hotel industry was opened at Boston
(170 rooms)
1889 Cesar Ritz introduced luxury hotels such as Savoy, Carlton and Hyde Park
hotels in London
1890-1899 Frederick Gordon and Sir Blundell Maple launched Gordon Hotels and
Fredrick Hotels Ltd.
Late 19th Century Famous Waldorf Astoria, New York
18. 01.1908 Buffalo Sattler by Ellsworth Statler in U.S. considered being the forerunner of
the commercial hotels.
1927 Stevens Hotel in Chicago, later renamed as Hilton Hotel (3000 rooms)
1950 2 new concepts emerged: (a) Motels (b) International Chain operations.
Hotel Rossia or Rossiya Moscow (Remained largest hotel of the world for quite sometime)
West Inn Stanford Singapore (Remained tallest hotel building of the world for quite sometime)
_______________________________________________________________________
TABLE I.3
YEAR/PERIOD EVENT
1956 (Cont’d)
lay criteria for classification of hotels
suggest guidelines for tourism promotion in India and within India
Suggest improvements of the existing arrangements and availability of
sources for the promotion of national and international tourism,
Suggest rate structure keeping in view the existing price structure in
hotel industry.
1964 Formation of Corporations
Indian Tourism & Hotel Corporation
India Tourism Corporation Ltd.
India tourism & Transport Corporation
1966, 24th September The Government of India decided to merge these three Corporations &
formed India Tourism Development Corporation.
The Early Seventies Coming up of Indian chain operations. Welcome Group, The Oberois with
their corporate office as East India Hotel Limited, the Spencer Group, the
Ritz Chain, with other chain operators like Sinclairs to follow.
The Early Eighties With India hosting the Asiad, many International Hotel Chains saw the
potential of hotel industry in the Indian market
The Present Status Coming up of international chain operations. Some chain operations
operating on franchise basis-Sheraton, Hilton, Ramada, Sofitel, Meridien,
Hyatt, and Marriott.
This period also saw some Indian Chains going international; mainly the
Indian Hotel Company the corporate of the Taj Group, the East India Hotels
Ltd., spread its operation abroad as well.
________________________________________________________________________
Hotel & Catering Information
TABLE I.4
Qutub Serai At the entrance of the tomb of Kamali Jamali. It had 50 feet deep baoli in its
courtyard.
Ladha Serai Also known as Bagh Nazir, it is 300 yards south of the tomb of Jamali. It was built in
1748.
Lado Serai Also in the same vicinity, it was originally a caravan serai.
Sarban Serai It is in Kamlapati garden, very close to Delhi—Qutub Road.
Daud Serai It is situated 500 yards south of the tomb of Maulana Kuli Khan in Qutub Area
Kallu serai Built during the Tughlaq Period, it is in the vicinity of Sarvpriya Vihar area, its main
feature, a rubble masonry building, is called Bijay Mandal.
Arab ki Serai It was built in 1560-61 by Hamida Banu Begum, wife of Humayun, as a settlement of
300 Arabs, whom she had brought with her while returning from pilgrimage to Mecca.
Sheikh Serai It was named after the popular saint Sheikh Allauddin who lived there and had his
tomb during his lifetime.
TABLE I.5
Hotel Corporation of A subsidiary of Air India, which looks after its flight catering. The chain has hotels in
India Bombay (opened in 1974) followed by hotels in Delhi, Srinagar, Rajgir, etc. The brand
name of the hotel chain in Centaur.
Names & Activities of Some Hotel Chain Operations in India, cont’d
Leela Chain Hotels The chain is owned by Captt. C P Krishna Nair of Kerala. The specialty of this chain
is Butler Service, where the butlers are trained by former members of Royal house of
Windsor. They have named the coffee shops of all the hotels of their chain as ‘Citrus’
and the Indian Restaurants as ‘Jamewar.’
The chains have hotels in Mumbai, and Goa and Leela Palace at Bangalore
Asian Hotels The group has tied up with Hyatt chain and has hotels in Delhi, Goa, Mumbai and
Bangalore with further property in Jaipur and Agra
Apeejay Surrendra It started its first hotel as Park Hotel in Calcutta in 1967. Later it added large hotels
Group (Park Hotel) in Delhi & Chennai, and a resort hotel at Viskhapatnam to its group.
J.P. Hotels The group has hotels in Delhi, Agra and Mussoorie.
Sarovar Park Plaza This chain was started by ex-management team of Oberoi Group, namely with Mr.
Ajay Bakaya and Mr. Anil Madhok and has rapidly expanded its business through
franchisee management mode to hotels in Jaipur, Agra, Bangalore, Mumbai,
Ahmedabad, Gurgaon, and also abroad in countries like Belgium, Tanzania, Kenya,
etc.
Fortune group - ITC This was started in 2000 with the aim to primarily address the demand of Smaller
Business Hotels in satellite suburbs and have hotels in Delhi, Gurgaon, Noida,
Vadodhara, Surat, and Ahmedabad.
Radisson Have hotel chains in Delhi, Goa, Mumbai, Shimla, Orissa, West Bengal, Jaipur. It is a
venture of Carlson Hospitality.
J. W. Marriott The chain has hotels in New Delhi, Mumbai, Goa, Jaipur & Agra.
Star Hotels They have hotels in Nainital, New Delhi, & Allahabad
Roop Kumaon The hotels operating under this chain are – Hotel Roop Kumaon, near Ramgarh,
Uttaranchal, and Corbett Roop, & Resort Mohan near Ram Nagar, Uttaranchal.
Chevron Hotels & Have hotel properties Rosemount at Ranikhet, and Fairheavens at Nainital and at
Resorts Kumaon.
________________________________________________________________________
TABLE I.6
Maharaja Hari Singh Palace The first palace to be converted to Oberoi Hotel, Srinagar.
Maharaja of Jaipur His palace was converted to Ram Bagh Hotel
Maharaja of Udiapur The third to convert his palace to Lake Palace in Pichola Lake in
collaboration with Taj
Jodhpur Palace Taken over by the Oberois
Lakshmi Vilas Palace of Udaipur The palace initially belonged to Maharaja Bhupal Singh
Jai Mahal Palace They are also converted or being converted into hotel properties.
Jalmahal & Rajmahal palace
TABLE I.7
Names & Activities of Some Renowned Hoteliers in India
NAMES ACTIVITIES
Jamshedji Nusserwanji Tata The founder of the Taj Group of Hotels. He formed the Indian Hotels
Company (IHC), in 1897 and built exquisitely beautiful Taj Mahal Hotel
in Mumbai. The hotel started its operation in 1803and has been a
landmark by the Gateway of India ever since. The Taj Mahal Hotel,
Mumbai is rated among the 10 best hotels in the world.
Mohan Singh Oberoi The Chairman and the founder of the Oberoi Hotels was born in August
1900, in Bhaun- a small village now in Pakistan. After his marriage in
1922, he arrived penniless in Shimla and found himself a job as a front
office clerk in Hotel Cecil at a salary of Rs.40/- per month. Some years
later he took up a job with Clarke’s Hotel in Shimla and gained
experience all aspects in hotel operations. In 1934 he bought Clarke’s
Hotel mortgaging all his assets, including his wife’s jewellery. In early
1930s cholera broke out in Calcutta, the city was deserted and in the
event grand hotel had to close. In 1938 Mr. M S Oberoi acquired the
hotel and converted into a profitable business venture. Till today Grand
Hotel remains the city’s most luxurious hotel. In 1943 he took over
Associated Hotels in India (AHI) with 8 hotels including hotel Cecil in
Shimla, Maiden’s and Imperial’s in Delhi, and 4 hotels which are now in
Pakistan. The Oberoi Intercontinental in Delhi which was opened in
1965, was the first modern luxury hotel in the capital. The Oberoi
Towers in Mumbai was opened in 1973. Mr. Oberoi’s dedication to hotel
industry was evident through launching Oberoi’s own training institute-
Oberoi Center for Learning & Development (OCLD). Mr. Oberoi was
named as the “Man of the World” for 1983 at the Annual Hotel
Convention of the International Hotel Association, New York and was
selected as the “Outstanding Hotelier of the Year” by the Hotels and
Restaurants International.
Lala Ram Parshad Mr. Lala Ram Parshad is considered as one of the pioneers of the Hotel
Industry in India. In 1946 he purchased two hotels in Mussoorie in UP
and operated one hotel in Bokaro. He was appointed as the Technical
Director of Hotel Ashok, during its construction period and was the first
Asian to be elected as the executive member of the International Hotel
Association (IHA) in 1969. He was amongst the first few hoteliers to
realize the importance of trained manpower in the industry and was
associated with various Hotel Management Institutes & and Food Craft
Institutes in India.
TABLE I.8
Some Hotel Chain Operations in India
GROUPS NAME OF THE HOTEL LOCATION
Importance of Hotel The hospitality industry, like any other industries, has its
as an Industry commitment, to the society and help in the growth of the country’s
economy, and hence importance cannot be ignored.
1. Provider of Facilities:
It provides venue for holding meetings and conferences,
transaction of business and center for recreation and
entertainment.
4. Employer of Labour:
Like any other industry it engages manpower in exchange of
salary and wages thus increasing the employment status of that
and giving and impetus to the economic condition of that region.
8. Tax Earner:
The hotels levy taxes to the customers on the services they
provide which are in turn paid to the Government. Thus it helps
the Government to earn tax for the development of the country.
2. Environmental Pollution:
The tourist leave behind a huge volume of waste which if not
cared for can cause an environmental pollution.
Classification of Plans mean a tariff rate for the services given by the hotel. They are
Hotels by Plan commonly known a meal plans. Generally there are 5 types of plans
and the services they include are as below:
Plan Services
Classification On This way of classifying a hotel is as per where these hotels are
the Basis of situated. The classification under this group may be as follows:
Location
1. Downtown Hotels.
Parameters Criteria
2. Transit Hotels.
Parameters Criteria
Location: Near the port of entry, e.g., Sea Port, Air Port, Bus
Terminal, Railway Station.
Parameters Criteria
Parameters Criteria
Location: On Highways
Parameters Criteria
Location: Anywhere in the city or in suburbs.
3. Chain Hotels :
When the hotels and motels owned by proprietor get affiliated with
one another they form chain hotel organisations. The affiliation,
which is usually controlled by a large centralised organisation,
gives manifold advantages over single ownership holdings. Some
of them are:
B) Referral Chain:
iii) Condominiums:
They consist of large complex having furnished guest rooms,
suites, apartments or villas which are purchased by the
individuals who in turn enjoy all the facilities like parks,
swimming pools, playgrounds, tennis courts, function halls etc.
The maintenance of the complex is maintained by a
management. The public areas may be let out to outsiders
which in turn may be a source of earning of such complexes.
iv) Apartotel:
Fully furnishes apartment building also used as residential
hotels. Upon purchasing the owner is entitled to enjoy full
services of the hotel and during the period it is not occupied it
can earn for the hotel.
x) Boutique Hotels:
Here each room has distinct features characteristics. They are
small but expensive, professional service but at the same time
very personal and intimate. The restaurants are small and the
décor and food are all at par with the theme.
They include :
Guest Houses, Youth hostel, Dormitories, Paying Guests, Dak
Bungalows, Holiday Homes, Circuit Houses, Sanitarium, Lodges
Boatels (hotels on house boats), Floatels (Hotels on luxury Liners),
Rotels (Hotels on Wheels), Lotels (Hotels with helipad facilities),
etc.
The hotels who desire to get their hotels to be rated with stars they
have to procure a prescribed form, which is in a form of
questionnaire, where they have three categories of the required
facilities, viz.,
Essential (must have)
Necessary (should have)
Desired (may or may not have).
Each of the requirements after being filled the form is sent to the
Committee. The requirements have certain marks set. The committee
visits the hotel and after due evaluation awards marks against those
requirements.
The grades of stars are 5 star deluxe, 5 star, 4 star, 3 star, 2 star. And
1 star.
II) Telephone: Guests are charged for the long distance and
local telephone calls. In small hotels the telephones are
operated through a switchboard manned by the
Receptionist whereas in large hotels the telephones are
operated either through telephone operator or have direct
dialing facilities. In the latter case they are metered. In
any case the telephone calls made the guests are charged
accordingly.
HOTEL
Laundry
Travel
Agency
Telephone Florist
Beauty
Parlour
Swimming Pool
Chemist
Shop
Book Stall
Stores &
Purchase HRD
Front Security
Office
Accounts
Housekeeping
Sales &
Marketing
Production
Engineering
Service
Kitchen
Bakery
Pantry Coffee
Shop
Bar
The Objective of A department that reserves registers and assigns rooms and act as a
Front Office continuous source of information.
The Departments Of The Front Office department is divided into eight distinct sections
Front Office according to their nature and functions:
They are mentioned hereunder along with the job they handle:
I) Reservation:
a) This department receives reservation request from
various sources and through modes and processes them to
ensure availability of thus reserved rooms upon arrival of
the guests.
b) It also looks after cancellation and amendments made
after the reservation.
c) On the day of the arrival they sent the Expected Arrival
List along with the correspondence file of the expected
guests to arrive to the reception.
II) Reception/Registration:
a) The most important task of the Reception is to welcome
& check-in guest arrival.
b) They take bookings of the same day. Cancellation/
amendments of the same day are handled by the
Reception.
c) They also take calls regarding guests, restaurants and
expected arrivals, etc.
III) Information:
a) This section of the Front Office maintains the guests
staying in the hotel in Alphabetical Order known as
Alphabetical Guest Index ( as per their names) and
Numerical Order known as Numerical Guest Index (as
per the guests’ room numbers).
b) They handle
i guests’ room keys,
ii guest mails,
iii guests’ messages,
iv guests’ complaints.
c) They also initially organize paging by taking the
information of the guest and passing the information to
the Bell Desk for expediting the same. They also provide
information regarding the city and the hotel.
IV) Cash:
a) Responsible for preparing guests’ bill.
b) Assist guests in settling their bills.
VI) Telephones:
a) Handles all incoming calls and outgoing calls for both the
guests and management. The telephone operator diverts
the incoming call received to the concerned rooms or to
the various departments where there is no EPABX.
b) Responsible for giving wake-up calls.
c) Set DND on the phones, is the guests ask for it which
prevents the incoming call form going through.
d) Set paging of hotel executives through telephones.
The Hierarchy Of The Front Office is a uniformed department which the guest meets
Front Office first and it creates the impression about the hotel, Since the first
impression is the last impression, therefore, the department demands
highly professional staff.
IV) Guest Relation Executive: The person entrusted with the job,
acts as a link between the guest and the hotel by noting their
grievances and suggestions. This person also plays a vital
role during the arrival of VIPs & CIPs and maintains the
record of the frequent and valued guests who had stayed in
the hotel in form of a document called Guest History Card.
He reports to the Lobby Manager.
IX) Bell Boys: Their primary duty is to take care of the guest
luggage. They are also required to do certain job like paging,
delivery of newspapers & mails and messages to the guests
rooms, help in shifting guests to other rooms, running on
errands for guests and the hotel executives, delivery of C-
forms to the FRRO, etc. Apart from this they are also
required to do certain jobs as specified by the management
from time to time. They report to the Bell Captain.
SR. RECEPTIONIST SR. INFORMATION ASSISTANT GUEST CASHIER SR. TELEPHONE OPERATOR
RELATIONS
FRONT OFFICE ASSISTANTS FRONT OFFICE ASSISTANTS EXECUTIVE TELEPHONE OPERATOR S
Intra- As seen in our previous lesson the Front Office department itself
communication comprises of numerous sections-
● Reservation
● Reception/ Registration
● Information
● Bell Desk & Concierge
● Communication - Telephones
● Cash Office
● Travel Desk
● Business Centre
Among them, one such area where the front office has to
communicate with the telephone exchange within the hotel. In certain
occasion there can be the arrival of a guest from a different time
zone and he requires a rest. He may advise the reception to put up
DND in his room phone so that the incoming calls do not come
through. Or in certain cases
The Staffing: The Front Office department operates for 24 hours and
hence there is a necessity that it be adequately equipped with staff.
Usually there are three shifts:
Naturally there are more activities during the day and the evening
than at night. In other words it means, the number of staff required to
perform would depends upon the guest activity with the hotel and
therefore the requirement is at peak during that part of the day when
there is a huge level of check ins and check outs. Or there can be
requirements of additional staff during a season. In the previous case
when the requirement is more at the particular time of the day, it is
met up by arranging a “swing shift.” A swing shift is a shift which
brings in extra staff for a particular hour to meet such requirements.
Like in most city hotels the swing shift is arranged between 8 am and
4 pm. The additional requirement of staff during the season can be
arranged by temporary recruitment of staff for that particular season.
2.Group & VIP Arrival: On the event of arrival of Groups and VIPs
the housekeeping department is being informed.
With Groups, since they board the hotel at a certain fixed rate on
AP or MAP, certain facilities like provision of toiletries may be
with drawn from the rooms. Again certain extra facilities are given
to VIP guest like specially embroidered bath robe or special
envelopes and writing pads with the name of the VIP printed on it.
Or a welcoming the guest with garlanding may be arranged for
both the Groups and VIPs. The supply of toiletries, bathrobes,
printed stationeries or floral garlands are arranged by
housekeeping. Therefore, the concerned department is being
informed so that they can be ready for the occasion.
Sales & Marketing Both the departments work in close coordination to maximise sale of
rooms. In this event
1. the Sales & Marketing Department updates Front Office with
special room tariffs they agree upon with various travel agencies
and corporate houses.
2. this department also works out various packages with groups,
airlines, and corporate houses which they have to communicate to
the Front Office from time to time.
Accounts The coordination and communication whish the Front Office does
with the Accounts is in respect to
3. City Ledger & Bills of Credit: This refers to the credit given to
guests other than room guests. The signed bills from such
customers are collected by the Front office cashier and directed
to the accounts sections for posting them in a book of accounts
called the City Ledger.
Stores & Purchase The Stores & Purchase is responsible for purchasing, storing and
issuing various stationeries, computer hardware, etc to the Front
Office.
Security & The Bell Boys who usually go around the hotel on various errands,
Vigilance keep a strict vigil on the public places like lobby, staircase, corridors,
and inform the Reception through Bell Desk. The reception in turn
informs the Security & Vigilance, so that unwanted guests are
prevented from loitering and entering the premises and thereby ward
of any unwanted incidence.
Engineering & The Front Office upon receipt of any complain regarding the air-
Maintenance conditioning, room warmers, or other electrical gadgets, plumbing
faults in the guest bathrooms, any defects in furniture & fittings in the
rooms made by the guests, communicates the same to the
Maintenance Department to look into and rectify the same.
Introduction According to the demand of the guests (the customers) various rooms
are available in a hotel. They can be classified according to the
capacity of the room, location of the room, & type of décor.
Types of Rooms
Single room A room with one bed (meant for one person) denoted by sign (-) and
abbreviated as SGL. These rooms are suitable for a guest coming alone
to a hotel.
Twin Room A room having two single beds, separated from each other. It is
denoted by sign (=) and is abbreviated as TBR. These rooms are
suitable for two persons.
Double Room A room having composite double bed meant for two persons. The sign
for these type of rooms is (+) and is abbreviated as DBL. they are
normally rented to couples.
Triple Room A double or twin bedded room with an extra cot provided on demand.
Suite This is an apartment having one bedroom with one composite double
bed, a parlour and a dining place. It is abbreviated as S. Besides, every
suite has a name corresponding to its theme, décor and colour scheme.
E.g. Jaipur Suite, Presidential Suite, etc. In the suite the furniture,
furnishings and fittings are of top quality and these rooms are most
expensive in a hotel.
Duplex These are a type of suite having rooms in two levels under one roof
connected by an internal staircase. The upper level is the bed room and
the lower level is a parlour, living or sitting room (also called Salon).
They are generally found in commercial hotels.
Inter-connecting These are a set of two adjacent rooms connected internally by a door,
Rooms thus allowing entry from one room to another without having going to
the corridor in re-entering the other room. Both are bedrooms, one
having double bed and the other twin bed The inter-connected room
serves a three fold purpose-
Junior Suite These are large rooms converted to suites by a wooden partition. The
family rooms of old hotels are now being converted thus to Junior
Suites. These suites are not as costly as the general suites but are
priced higher that the ordinary rooms.
Adjacent Rooms Two rooms side by side without any interconnecting doors having its
opening towards the corridor.
Cabana A room situated away from the main hotel building, near the
swimming pool and health club. Mainly used for resting and
changing purposes and are rented on hourly basis. Cabana rooms do
not have beds and may have a pool chair instead. There may be a
dispense bar, which is optional.
Penthouse The rooms situated on the roof top level with an opened balcony
looking up at the sky. They can be suites which are rented to
honeymoon couples.
Studio Room The rooms have a single bed and one or two couches or sofas that can
be converted to a bed. They are mostly found in commercial hotels.
Hollywood Living These are twin rooms with one common headboard.
Room
Efficiency Room These have kitchen facility and are found in resort hotels.
Hospitality Rooms These are rooms used by the hotel residents, being rented on hourly
basis, to entertain their own guests. These rooms do not have beds but
are provided with sitting arrangements. They are usually found in
commercial hotels.
Murphy Bedded These rooms have Murphy Bed. A Murphy Bed is one that can be
Rooms folded against a wall. Thus these rooms provide a larger floor area.
The abbreviated form of these rooms is MBR. MBR is generally
found in commercial hotels.
Business Club Type In some commercial hotels some of the floors are taken up by the
of Accommodation corporate houses which they remodel and converted to suite the
boarding accommodation of their executives. They equip that part of
their accommodation with all the facilities like a bar, lounge, board
room, library, business center, billiard room, etc that are needed for
their executives.
Sizes of Beds
Closet Bed A standard sized bed that swings into the wall or cabinet in the form
of a closet. It can accommodate one or two persons and can be easily
removed from the floor area as they are built into the closet wall.
Bell Boy’s It is a card which controls the movement of the bell boys. It has columns
Errand Card stating when the bell boy was released for a specific job and at what time he
returns is also noted on the card. It also has provision for noting any
discrepancies from the room while the guest checks out and therefore serves
as a ready reckoner while checking rooms on guest departure.
C- Form Confidential Form. Filling up this form is mandatory for all foreigner
guests. Apart from disclosing the name and the nationality of the foreign
individual it also furnishes various other information: such as his passport
number, date & place of issue, date of arrival in India, etc. This form is
required to be submitted to FRRO within 24 hours. In smaller cities where
there are no FRRO, they are to be submitted to the local police station.
Groups A number of persons traveling together with same interests and motto
Overstays A guest staying more than the days for which his rooms was reserved.
Rooming List A list showing allocation of rooms against the names of the guest.
Luggage/ A ticket attached to the guest’s baggage/ luggage to identify its ownership
Baggage Tag and also serves as a tool for publicity.
VVIP Movement A checklist showing all the requirements of the VVIP following which one
Sheet can ensure that the entertaining the guest would be in order.
Location Form A form which helps the receptionist to know where the guest can be when
he is in the property’s public area and need to be contacted as per his
request like receiving a call or a message.
No Show Referred to those guest who after having confirmed booking do not turn up
to the hotel to stay.
Walk In Walk-ins are those guests who come to the hotel for stay without having
any prior booking.
Back to Back This means the number of guests of a particular group checking out from
Tour the hotel is compensated by the same number of guests checking in the
hotel.
II
Paging Services This is a system of locating guest in a public area. Based on the information
left by the guest in the
Left Luggage It is a facility given to the guests after they check out from the hotel. By this
facility the guest can keep their entire luggage or part of it for the time
being before their final departure form the city. Depending upon the house
rules this facility may be complimentary or chargeable.
Skipper A skipper is a person who leaves the hotel without paying the bills.
Service Call A slip same as Bell Boy Errand Card used for controlling the movement of
Slip/ Bell Boy the bell boys.
Errand Card
Guest History A document maintained by the hotel which records personal likings,
Card disliking, and certain other personal information such as birthday, date of
anniversary, the company where the individual works, his position there,
etc. of the guests who frequently visit the hotel. This document enables the
hotel to give better personalized services. This also helps the hotel to keep
in touch with those guests from time to time by sending them flowers and
novelties on their birthdays and anniversaries.
III
Hotel Master A key specially devised to open all the rooms of the hotel and is kept as
Key emergency.
Floor Master A key specially devised to open all the rooms of a particular floor of a hotel
Key and is kept as emergency. This key is maintained by the House keeping
control desk.
Black book A document that contains the details of blacklisted guests – like those who
have fraudulently averted for paying their bills in other hotels and is kept
by the hotel’s Reception to avoid the same incidence from happening.
Guest Folio A guest folio is the mater bill in which all the credit transactions are
recorded for each resident guest. The folio is opened upon the arrival of a
There are two types of folios – mainly the Master folio and Miscellaneous
Charge Voucher. The Master Folio contains the Room charge and the
charges incurred through various Food & Beverage outlets – restaurants,
Bars etc. The Miscellaneous Charge Voucher contains all other charges
such as telephones, laundry, shoe shine, health club, barber shop, etc. .
outlets All the services availed by the guest on credit from various hotel
outlets as described above are received by the cashier either by hand or by
computer and are recorded in their respective folios.
Meal Master The Meal Master Folio is opened upon the arrival of groups that bear the
Folio (a) Name of the group, (b) Room numbers allotted, (c) Number of pax,
(d) Rate per head for Food & its breakdown viz. breakfast, lunch,
dinner, etc, (e) Total charges against each heads – breakfast, lunch dinner,
etc, (f) Date of arrival, (g) Date of departure, and (h) Billing instructions are
recorded.
Paid Out When the hotel pays for certain services on behalf of the guest and it is
realized from the guest at a later period. However here the Lobby manager’s
authorization is essential.
Safe deposit box A service given by the hotel enabling the guest to keep their valuables in the
hotel’s safe custody. The device works when the key given to guest and a
key retained by the cashier are operated simultaneously.
Definition & Reservation is the activity of booking the room for a prospective
Introduction guest on his request for a future date which may be from a few days
to months in advance.
Location, Planning The activity of reservation does not normally involve direct contact
& Layout of the with the guests. Therefore, the Reservation Section may be suitably
Reservation Section
located near the Reception, within the Front Office area but normally
not in the Lobby, under the view of the in-house guests. Generally,
the Reservation Section is situated just behind the Reception Desk
connected by a swing door or if due to space constraint, the
reservation section cannot be situated on the same level, then the
same may be located on a separate floor just above the Reception
Section connected by a private staircase or elevator. In both the cases
for instant personal communication there should be an easy access by
the Reception staff to the Reservation Section and vice versa.
The reservation section must have a separate cabin for the reservation
manger and a reservation office. Depending on the method followed
for reservation- manual or computerised the area and layout may
vary. It is obvious a computerised reservation office should need
lesser space than a reservation office following the manual method.
This is probably for the storage space required for keeping the
reservation documents, papers, files and display boards for putting
the charts showing the reservation status. But whatever the system
followed the layout should be such that the flow of work must be in a
uni-direction and do not collide among each other while carrying out
the various activities of reservation.
Legal Implications The reservation of a room arises out of offer made by the organisation
of Reservation and its subsequent acceptance of the offer thereafter by the intending
customer. Hence having both the components – the offer and
acceptance it forms a contract between the two parties which has a
legal entity and is enforceable in the eye of law. Therefore any breach
of contract that may arise due to non compliance of the terms, by any
of the parties, the other can appeal for legitimate compensation.
representing the hotel and whatever he says to the guest will be noted
as if they are being given by the organisation itself. The staff must
provide and explain all the relevant information like the type of food
plans, type of menu offered by the outlets, the facilities or type of
room available and the services rendered. He must also tell the guest
about the check-in and check-out time and the 6 pm release of rooms
as maintained by the hotel.
When the guest arrives and due to certain circumstances the hotel is
unable to provide accommodation to the guest the hotel must find a
similar accommodation of same quality. Again if there is no show the
hotel can claim a charge which is known as “Retention Charge”.
This charge is normally taken as compensation for the possible loss
the hotel may suffer due to non arrival of the guest and this amount is
recovered from his advance sent along with his conformation of the
reservation. Charging retention charge is not a thumb rule practice
and depends upon many factors like relationship with the guest,
frequency of such occurrence with that particular guest, the volume
of business given by that guest, etc.
Need, Modes & ● The Need for Reservation can be explained from both the sides
Sources of as under:
Reservation
a) Verbal:
The verbal modes can be
i) In person
ii) By telephone
b) Written:
The written modes can be
i) By letter
ii) By e-mail.
iii) By fax
iv) By telegram
Travel Agents
Tour Operators Guest
Hotel
Representative
Hotel
Representative
In the above diagram it shows how a reservation from a guest passes to the hotel through
various sources
Types of Reservation
Depending upon the size and type of hotel there can be the following types of
reservation
Hotel Diary This system of reservation is best suited in small hotels. The system
consists of a bound book consisting of 365/366 pages, each page
representing a day and the dates are marked form 1st January to 31st
December. The necessary information is noted initially in pencil on
the intended date of arrival of the guest which then inked after
receiving the confirmation.
Whitney Rack This system was developed by a company in New York called
System Whitney Duplicating &Check Company and later came to be known
as Whitney System of reservation. This system consists of metal
racks with slip carriers in which the details of the guest are printed.
This record shows the room availability status for a particular day or
Semi-Automatic Reservation:
Under this system the reservation is noted initially manually and then transferred to the
computer. The manual record is maintained as a back-up reference. This system is
applicable in medium and large hotels.
Automatic Reservation:
The system is effective in large hotels. The system is fully automated and it is interfaced
with various room management systems by which the guest can register themselves.
To name such offices are- Amadeus-Hires, Galileo-Room Master, Sabre Sharp Plus,
Abacus Hotel Net, Team Four Hospitality –Resnet – (the only indigenous hotel
reservation system in India), Utell Reservations, etc.
Errors that can occur while taking Reservation & their Remedies
4 Booking hotel of the same chain but in Being attentive & Double checking
some other location
Guest requested to
send acknowledgement
The Reservation The particulars of the guests’ requests are noted down of the
Form Reservation Form. The Reservation Form has specific printed
headings under which the requirements are jotted down and this
serves as a ready reckoner so that none of the possible requirements
or information required from the guest is omitted.
Cancellation & The cancellation and amendments can take place till the date of
Amendments arrival but with particular limits.
System of Registration
Depending upon the size and type of hotel the following system can be used which are
discussed below:
Manual Here all the documents viz. the registration documentation, the C
Registration System form, arrival notification slip, guest folio, are prepared manually,
jointly by both the guest and the receptionist. Therefore the clarity in
hand writing of the guest and the receptionist plays a very important
role. This process is applicable in smaller hotels and the process is
slow and time consuming. The accuracy of the system largely
depends upon the legibility of the guest and the receptionist
guests’ requirement.
f) The VIPs can be registered easily without keeping other
guests in wait as in the case of Bound Book and Loose
Leaf Register.
● The disadvantages of this system are:
a) The system is quite expensive as the quality of the paper
should be good enough to be stored and at the same time
it can be duplicated to serve multipurpose requirement.
b) The filing and storing system of the hotel has to be very
effective because if a card is lost the information about
the guest is lost.
Semi- automatic This method is used by medium or large sized hotels that do not
System operate on computer. They use office machinery such as typewriter,
and various clerical equipments like adding machines, Facit, racks
and filing racks etc.
Automatic System This is fully computerized system and followed by large and very
large hotels. It uses computers with systems where the reservation
and registration is interfaced.
Express Check-in A most modern and recent technique available in fully automated
System hotels. Here guest after arrival can check–in through self registration
machines located in the lobby of the hotel or in the city’s bus
terminus, railway station, and airports. The guests who register
through this system usually would have reserved their
accommodation in advance with his credit card number. Upon arrival
the guest would use his credit card which he inserts in the machine
and the credit card number is recognized by the system which checks
the reservation record and locates the concerned booking. Then the
computer which is interfaced with the room management system
(RMS) would locate a suitable room for the guest and consequently
register and assign him a room.
Depending upon the system the machine can direct the guest to
collect the room key from the rack which is located near the machine
itself or the machine may issue him a swipe card room key.
Some of these machines have further facility devices that can ask the
guest where he is presently located and upon receiving the
information they would further inquire how the guest would prefer
his room to be air-conditioned, or how he would like the water of the
geyser to be, if he cares to have a bath. The machine then would
calculate the distance the guest is away from the hotel and
accordingly would command the geyser and/or the A.C. to switch on
so that when the guest after his arrival upon entering the room would
find the room is set at the temperature as desired by him or the water
from the tap is as warm as he had wanted to be.
The registration process provides the first face to face contact of the
guest with the hotel front desk and thus establishes the front desk as
the focal point for guest services.
The guest after entering these details signs it. By signing the guest
gives his consent that he has understood and shall abide by the rules
and regulations of the hotel and acts as a proof of his stay in the hotel.
Sometimes these documents also informs the guest with information such as
the check-out time, the rules and regulations like the proceeding the hotel
would take if the guest overstays, or the liability of the hotel keeping guest
valuables other than hotel’s safe deposit, etc.
It is mandatory that this document be preserved by the hotel for at least six
months and be produced upon request from Government officials- police, or
the judiciary, etc. during or after the stay of the guest in the hotel.
In short the registration is a document that protects both the interest of the
guest and the hotel.
● Departure:
► Process Owner: The Bell Boy, The Receptionist & The Cashier
1) The bell desk and the cashier are intimated about the guest’s
departure.
2) The Bell Captain sends a bell boy to the room of the guest with the
errand card in two copies.
3) The bell boy fills up the errand card and goes to the guest room,
wishes the guest, checks if any guest articles have been left by him.
4) He also checks if any hotel property being missing or damaged.
Informs, the reception, if he finds so, so that billing can be done.
5) Switches of the lights, air condition and any other gadgets if they are
running.
6) Picks up the luggage and departs from the room ensuring the room is
locked.
7) Places the luggage at the bell desk to attach any publicity tags, and
hands over the key to the reception and a copy of the errand card to
the cashier.
8) Waits for the guest o settle the bill.
9) After ensuring the guest has paid the bill, the bell boy takes the
baggage to the car porch and loads it in the scheduled vehicle.
10) Reports back at the bell desk and hands over the second copy of the
errand card after filling in the time of return.
him to his room. The Lobby Manager would carry with him the
Registration document and the registration would be done in the room
itself.
7) During the stay of VIP regular contact should be maintained at all
stages and see all his requirements, like arranging tours, pre-paid
taxis, re-confirmation of his air tickets, etc are done through without
any delay. Care must be taken in taking feedbacks from the VIP guest
as to his staying experience in the hotel. But in doing so one should be
discreet and should not make it obtrusive.
● Guests
● Hotel
● City & Country
In a most logical manner.
4) If the guest is staying in the hotel, then check for the room
key.
i) The presence of room key will denote the guest is not
currently present in the hotel.
ii) The absence of room key will denote the guest is present
in the hotel.
In both the cases further, check the location form.
Handling of Mails:
A) First Sorting:
1.Initially the mails are sorted at the Bell Desk. Here the mails
are stamped with date and time. The mails are sorted into
a) Guests’ mail
b) House mail. (this part will be discussed in the Bell Desk).
2.The guests’ mails are then sent to the Information Desk.
B) Second Sorting:
3. Here they are sorted alphabetically.
4. Placed in alphabetical mail rack.
C) Third Sorting:
5. They are sorted into
i) Past Guest,
ii) Present Guest, &
iii) Future Guest
i) Past Guests:
a) The mails are checked against mail forwarding cards.
b) Mails this sorted are re-directed.
ii) Present Guests:
a) They are checked against Alphabetical Guest Index
from the information racks.
b) The mails thus sorted are placed in corresponding
keys & mail pigeonhole or sent to the rooms.
iii) Future Guests:
a. Checked against reservation rack.
b. Mails thus sorted are kept in a separate Hold Mail
Rack and the reservation slip is marked with the word
“LETTER”.
c. The mails are delivered to guests upon their arrival.
:
Information with ● They include
respect to Hotel ● Hotel facilities.
● Cultural & Social Events of the day in the hotel with their
location.
● The Historical background (if any) of the hotel
● Other hotel enquiries of the same chain.
Information with ● Location, distance and basic history of the tourist spots and the
respect to the City places of interest in the city.
● Map of the city.
● Airline schedules, railway timings, & other public transport.
● Cultural events, sports, movies in theatres in the city.
● Market places, & shopping malls.
The quick brown fox jumped over the lazy dog and killed it
Morning Shift 1. Prepare the Expected arrivals & the departure list and put into
circulation to all the departments.
2. Blocking of rooms. As per the expected arrivals rooms are
blocked and the room position is calculated.
3. Sending C-Forms collected on the previous day to the FRRO
4. VIP arrivals and suite blocking. Suites are blocked according to
the expected arrivals and amenities vouchers are sent for
complimentary amenities.
5. Mail sorting and handling.
Night Shift 1) Final consolidation of the available rooms to make the room
position.
2) Compilation of the C-Forms.
3) Day’s closure – checking of log book, preparing notes for the
morning shift, etc.
4) Night Audit.
1. n fox jumped over the lazy dog and killed it
Introduction Certain statistics are required o be generated by the Front Desk by which
the reception can sell further rooms to the walk-ins. Furthermore, it is
imperative for the management to know certain figures from which they
can forecast further sales.
The statistical data that are generated are described below and the
formulae applied for deriving those data .are as under
Room Position This refers to the number of rooms available for sale at the beginning of
the shift or the day. It is important to know in order to control the number
of walk-in guests taking registration on a particular day or prospective
guests desiring to take reservation on a particular day.
If the arrivals are more than the departure and the number of vacant
rooms it means the hotel is booked more than its capacity. Therefore it
would give a (-) figure
If the arrivals are less than the departure and the number of vacant rooms
it means the hotel is not full to its optimum capacity. Therefore it would
give a (+) figure
Room Count This denotes the number of rooms occupied on a particular day.
House Count This denotes the number of guests staying on a particular day.
Double Occupancy This reflects the percentage of double rooms occupied on a particular day.
Conversely,
Since Number of Rooms occupied = Room Count
&
Number of Rooms Available = Room Position
Therefore,
Double Occupancy can also be derived by the formula below
Room revenue This reflects the total room sale of the day.
Average Room Also denoted as Average Room Rate. Since all the rooms of the hotel are
Recovery (ARR) not sold on the published tariff or rack rate, the ARR gives the average
rate per room has been charged on a particular day.
Indian Occupancy This is Percentage of Indians staying in the house and the formula is:
Percentage
Indians in-house
------------------------X100
House Count
Foreigner This is Percentage of Indians staying in the house and the formula is:
Occupancy
Percentage Indians in-house
------------------------X100
House Count
The Importance of The Bell Desk is the extended arm of Front Desk. There are certain
Bell Desk jobs and services concerning the guest from their time of arrival,
through their stay, and again during their departure that are required
to be essentially performed for the guest but they cannot be
performed from the reception desk.
Such jobs are conferred upon a section under the Front Office which
we call it as Bell Desk.
The term Bell is believed to have come from the practice done in the
olden days. The door of the hotel was usually kept closed and the
guest/visitor upon arrival used to ring the bell. The person entrusted
with the job for opening the door upon ringing the bell was called as
“Bell Boy” and therefore it is believed that the term has come from
such activities.
Location As the name suggests, the Bell Desk is a small desk or counter in the
Lobby near the min entrance of the hotel. It should be under the clear
view of the Front Desk, the cashier, and the doorman standing outside
the lobby so that he can signal the bell boy upon arrival of the guest.
Near to the Bell Desk are the luggage entrance and luggage center.
The Bell Captain The Bell Desk is headed by Bell Captain who works in shifts. He
reports to the Assistant Front Office Manager / Lobby Manager. He is
responsible to plan, organize, direct, coordinate and control overall
Bell Desk operation.
Communication & The Bell Desk is an important function and they are required at
Coordination of the many times by various persons and sections under the Front Office,
Bell Desk with other
areas of Front
mainly, the doorman, reception, information counter, cash and lobby
Office. manager.
The Bell Desk is so situated that all these sections/persons are under
the full view of this section and many times mere gestures are
enough for communication.
But during providing various services to the guests this may not be
possible and in such case, apart from intercoms, special devices such
switch panels connected to different coloured lights or buzzers of
various pitch may be installed at the desk by which the bell desk can
identify from where the signal for service required is coming.
Equipment needed For performing various services the equipments required along with
at the Bell Desk the service they provide are listed below:
a)a) Luggage Trolley: For carrying of guest luggage from the
lobby to the guest room when the guest
checks in. The trolley becomes useful
again when the guest checks out.
Functions 1. Mail & Message Handling: The messages are delivered from the
Performed by the Information desk that are required to be delivered to the guest
Bell Desk
through the bell boys.
The mails after sorting by the bell desk into guest mails and house
mails, the house mails are retained by the Bell desk. They are
then sorted into employee mails and hotel mails. The employee
mails are sent to the time office. The Hotel mails are further
sorted into GM’s mail and departmental mails which are then
delivered accordingly.
2. Wake up Calls: The guest, especially the groups and airlines wake
up calls are taken care by this department.
Guest Relations This is a desk that records various requirement, suggestions and
grievances from the guest and strives to make the guest stay most
comfortable and a memorable one. They give personal attention to
guest requirements which are noted in a log book and are
subsequently conveyed to the concerned sections and departments.
The section is headed by a lady executive designated as Guest
Relation Executive (GRE).
The Cashier The cashier is the person who is deputed from the accounts
department, but works in the front of house area as his major duty is
to follow up with the guests’ accounts.
Posting of the When as guest checks in a copy of the registration card is given to the
Charges cashier based on which a new folio is opened in his name with the
other details such as the room number, the room rate its is always
necessary to check the rate mentioned on the GR card for the rate
mentioned in the GR Card may not be always the same as the rack
rate due to avail of various package rates by the guest.
After the guest checks in, the first posting would be automatically the
room charge. Next would be the services that are enjoyed by the
guest on credit. These services are either enjoyed in the various
outlets of the hotel –the restaurants, bars, room service etc.
All the above charges are posted chronologically daily at the close of
business hours, preferably at night before the night audit.
Apart from the room charges which are daily posted automatically the
credit charges of the guest from the various POS are collected by the
cash office in from of bills duly signed by the guests.
The bills collected before posting are required to be sorted. The usual
process that is adopted is as follows
Step 1
1st Sorting: Arrange the bills and vouchers department wise.
Step 2
2nd Sorting: Arrange departmental bills room wise.
Step 3
The bills are then placed in the pigeon holes
Step 4
Take bills floor wise and start posting after selecting the line
for printing and ascertaining the room number and signature
present in the bills.
Step 5
To avoid double posting of the bills and vouchers adopt
systems that would denote that particular bill is posted.
Processing of A Individual Guest on EP: The guest bills are made in the process
Various Bills as described in the last section “Posting of Charges.”
i) Original Folio: Here the food and the room charges are
entered individually on each date of stay.
ii) Incidental Charges Folio: Here the other charges such as tips,
shoe-shine, laundry, telephone, food and drinks not covered
under the plan are noted.
Methods of The bills are generally settled by the guests in the following manner:
Payments
a) Cash: Most acceptable form of payment but its not practical
considering the volume of cash one has to carry.
The control of Safe The Safe Deposit Box is a value added service for the guests having
Deposit Box valuables with their possessions. Depending upon the house policy
this service may be chargeable or rendered free of cost. Guests are
discouraged from keeping any valuables with them in the hotel rooms
and the hotel does not bear any liability in the event of loss of the
valuable from the guest rooms. However, the value of the goods kept
at the locker has a limiting value as the insurance claim is also
limited.
Upon surrender of the locker the date of surrender and the customer’s
signature of the receipt of the articles are obtained.
Room change A guest may change rooms on the occasion of any of the three as
formalities mentioned below:
1. The guest did not like the room
2. The room had sustained a mechanical or electrical breakdown
3. Some scheduled maintenance work is required to be carried on in
the room.
A notice number
Date of change
Name of the Guest
Changed form existing room number to the changed room number.
Reason for change
Rate (existing) to new rate
Reason
The signature of the receptionist
Authorisation of the Lobby Manager.
The Role of Lobby While dealing with cash settlements Lobby Manager plays an
Manager with cash eminent role. They are
settlements.
1. When the credit limit of the person exceeds the cashier informs
the Lobby Manager for communicating with the guest.
2. While giving discounts the Lobby manager’s authorization is
necessary.
3. For all petty cash payments on behalf of the guest the petty cash
voucher is authorized by the Lobby Manager.
4. Since at times the room change may affect the revenue of the
hotel such changes are authorized by the lobby manager. .
The Night Audit, The Night Audit: It is mandatory for any organisation to reconcile
The Report their financial position after the close of business. Since the hotel
Generated & The
Role of MOD
operates for 24 hours therefore a time when there are fewer financial
transactions is being sought. It has been found that between 2 a.m.
and 4 a.m. the financial transaction comes to and end. Therefore this
time is chosen for the audit purpose. The Night Audit comprises of a
team having a night audit manager, two to five auditors and one or
two food and beverage auditor.
After the financial transactions are verified then only the date change
The Reports:
Apart from the above the Night audit would also make
9. Outlet/Ancillary Posting Report
10. Room Rate Posting Report
11. Food And Beverage Audit Report
12. Food & Beverage Potential Report.
The Role of MOD Depending upon the house policy, the Night Audit Manager has top
assume the role of Manager on Duty (MOD). In such case he would
have to make reports on any events be it an accident, theft or fire
occurring in the hotel. These reports are limited to-
a) Incident Report
b) Accident Report
Introduction The next aspect after providing rooms to guest is service of food &
beverages. The food and beverages are served to guests through
different outlets.
Night Club: By the name itself it is implied that the night club opens
at night. The normal operational period for a night club being
between 8 a.m. to 2 p.m. The dress code is strictly formal and is often
specified. The ambience defines its elite-ness and so is its elaborate
service. The crockery, cutlery, the wine list, the menu are of premium
standard and are highly priced. There is a live band or crooner on the
stand who will provide the audio entertainment, often playing
according to customers’ request. A well polished floor beckons the
guests to dance, and often live shows like cabaret or ethnic dances are
performed by professional performers.
Bars & Pubs Strictly speaking, a bar is a place where alcoholic & non alcoholic
beverages are served. Some snacks are also available with drinks.
They vary in ambience and set-up. It usually consist of a dispense
counter with high stools surrounding it and provision for seating
away from the counter with low tables and chairs.
The pubs are fairly new in India. It originates from England where
beer was generally served. However, now all alcoholic beverages are
also served and live music is the added entertainment provided in
these bars.
The bars can also exist in conjunction with a restaurant when they are
termed as resto-bar.
Room Service:
This department is responsible for the provision of food & beverage
service in the hotel rooms. The menus, like the coffee shop, will vary
according to the time of the day, viz. different menu for lunch, dinner,
brunch, afternoon tea and breakfast, etc, but the price may be usually
higher for the cost of additional labour and equipments.
basket, cookies & chocolate tray, dry fruits and nuts, soft bar & liquor
bar for use by the guests in regular guest rooms or VIP rooms.
Fast Food:
The fast food catering is predominantly influenced by American
lifestyle food products. The service of food & beverages in these
outlets are at a faster pace than in an a la cart restaurant. The menu is
compiled with special emphasis on the speed of preparation and
service. To make the service financially effective it is essential to
have a large turnover of customers. The investment is rather high due
to deployment of specialized and expensive equipments and
involvement of high labour cost.
Cafeteria:
The cafeteria is an outlet that is based on self-help counter service.
The control and sales is maintained by cashier, who is stationed at the
entrance of the premises, through sale of coupons and tokens against
the dishes that the diners would require to purchase which are
displayed on a menu board behind the cashier seat or at the end of the
counter, after the customer has chosen his dishes the same is
calculated by the cashier. The diners would choose the food and
beverages that are displayed at the counter and are dispensed by the
counter hands against the receipt of tokens /coupons. Segmented trays
and cutleries are kept at the counter for the diners to help themselves.
The clearance of the soiled dishes are done as per the house custom,
i.e., clearance at some places are done by the diners themselves by
stacking them at the wash-up or in some places the clearance is done
by the staff.
Snack Bar:
The snack bar has developed from a humble coffee shop idea. It
meets the modern demand for quick inexpensive service at a very
affordable price. Speed of service with realization of revenue is the
essence of the secret of a successful snack bar. The outlet may be
Take- Away:
This is a kind of food joint where the food is kept ready to serve. The
diners are allowed to take away the food on payment of the price. The
packaging and presentation of the food is very important in these
outlets.
Drive In:
This is a kind of outlet where the person sitting in the car can choose
and pick the item and then drive away after making the payment.
Hone Delivery:
It is the type of outlet where the food can be ordered as per the
diners’ required timings and the same can be delivered at his desired
place of delivery.
Introduction &Its In the mid 19th century, the railways began its network in India with an
Necessity, operation that was to grow the length and breadth of the vast sub-
continent. With travel made easier, people journeyed from one part of
the country to another. This subsequently gave rise to the need for the
provision for food & drink en-route.
The Early Forms At most of the larger stations, catering to big cities, refreshment rooms
Of Operation were established. The trains would halt at appropriate length of time so
that the passengers could obtain a simple meal.
The passengers who could not afford to pay the prices of these
refreshment rooms would buy food from the numerous vendors at the
station platform.
Railway companies, for most part of the country had one rest room for
each region. They even went to extent of setting up hotels attached to
the stations so that the passengers who are changing from one region to
another could spent the night before or after in relative comfort. The
luxury of sleeper cars and restaurant cars were much later
developments.
The Outsourcing In early years of 20th century, it was decided nationally to outsource the
Of The Catering catering requirements to private companies and hotels with a sound
Facility
catering background so that the traveler could be more professionally
served during the often long and arduous journey.
In the event in 1910, the Spencers, who had a very large network all
over India were the first to cater nationally on contract basis. The
Spencers had about 180 refreshment rooms all over the country. The
size of the restaurant, the staff, and the menu were restructured to meet
the demand of the people passing through the particular area.
The Present The present railway catering is managed departmentally i.e., the Indian
Scenario Railways and also through licensed contractors. The catering facility is
available at thousands of railway stations today. The in-transit catering
is also carried out by the licensed contractors.
With the 100 & 1000 traveling by train everyday throughout the
country, the turnover is enormous. A few years back, ITDC (India
Tourism Development Corporation) was appointed as consultant for
improvement of railway catering. In the process a new type of service
of meals developed where aluminum foil accessories were introduced
in some major routes. The food is cooked in base kitchen near the
major stations and kept in hot cases in pantry cars.
The railway also owns today Railway Hotels at Ranchi and Puri, and
Yatri-Niwas at New Delhi and Howrah.
Introduction Unlike any other transportation industry – railways or cruise liners, the
air transport has to carry prepared food on board as there are no
facilities available on board in any airlines for cooking. Most airlines
plan & design flight catering establishments or kitchen to meet their
own requirement. An aviation catering has become more sophisticated
with the introduction of the vast Boeings and modern aircrafts with
ample space where hot appetizing meals are served to passengers and
hence it has become necessary to employ smart, efficient and highly
skilled personnel- air hostess and flight pursers or such establishment.
The Method of The catering in an aircraft is a part of the in-flight services. The
Airline Catering services rendered by the cabin crew on behalf of the airlines, including
Operation
the service of food & beverage are called in-flight services.
Depending upon the timing of flight and the class of the passengers the
service comprises of service of meals and beverages as well. Special
care is taken while planning of the meals as the passengers are often
subject to jet lags. Therefore the food should not only be appetizing but
also healthy as well.
The Service of Since the meals cannot be cooked onboard, therefore, it becomes
Special Meals necessary to know the number of passengers to be served on a certain
flight. This also facilitate in ascertaining the special meal requirements
of the passengers. As an airline caterer one must bear in mind that the
people around the world may be ethnically or by religious prohibitions
or by medical advice are bound by certain dos and don’ts while they
partake food.
The Special Meals that are usually served on board comprises of the
following:
1. Vegetarian Meal: These will comprise of any food items devoid of fish,
meat or egg dishes. There can be two varieties
a) Western vegetarian Meal
b) Indian vegetarian Meal
2. Jain Meal: It’s a strict vegetarian meal with no root vegetables (e.g. onion,
ginger, potatoes) too.
3. Muslim Meal: The Muslims are non-vegetarian but the animals that will be
slaughtered should be halal, i.e., slaughtered according to Islamic rights.
4. Kosher Meals: The slaughter of animals and cooking of meats and animals
according to the Jewish Kosher code which is supervised and certified by a
Rabbi (Jewish Priest) is called Kosher. The Kosher meals are packed in trays
with a symbol that signifies the meal to be Kosher. The Kosher meals do not
permit the service of dairy products with meat dishes, shellfish is never
permitted, and meals are to be stored separately on board.
5. Salt Free: For patients who has been advised by the doctor to have such
diet- especially heart patients, & patients with high blood sugar or pressure.
6. Diabetic Meals: The type of food can be vegetarian & non-vegetarian as
well. Diet would comprise of sugar-free low fat meat and non starchy
vegetables.
7. Vegan: Vegetarians are those who do not eat any meat, fish or poultry.
Vegans, in addition do not use or consume other animal products or bye-
products such as eggs, diary products, honey etc. Their meal would include
plenty of leafy greens, whole grain products, nuts, seeds and legumes.
The service Food is prepared in the flight kitchen of the concerned passenger
airlines, which is dispensed in individual compartmented container
trays, which are rapidly cooled by subjecting them in near freezing cold
air blast, covered with foils, labeled containing information such as
vegetarian, non-vegetarian, flight number, date of flight, etc. and are
put into deep freezers to be lifted in portable freezer units on the
appointed date. The number of passengers in each flight and the class
they are availing can be ascertained in advance and the meals can be
prepared in an early date, accordingly.
The History of In 1946 the private commercial air lines started and which raised the
Airline Catering necessity to provide Food & Beverage Service requirements to the
In India
passengers. Initially food was provided in boxes, repacked as majority
of the airports lacked the facility of in-flight catering services. At that
time catering in international flights depended on airport restaurants or
hotels situated in nearby cities to cater to their requirements. Eventually
the airlines industry was nationalized and two separate corporations
were found, viz., Indian Airlines for domestic travel and Air India for
international routes. The number of airlines increased giving rise in
increase of number of flights and so also the number of people availing
air-travel. This gave rise to the demand of catering to the passengers. In
order to cope with the huge demand, a number of flight kitchens were
opened by some leading chain hotels in many commercial cities. Air
India opened a subsidiary company known as Hotel Corporation of
India, (HCI), in view to operate flight kitchens known as Chefair.
Present Scenario Nowadays with the development of technology, most of the airline
meals after they have been prepared and dished in compartmented trays
are blast frozen in blast freezer units to prevent the loss of flavour and
as well as the action of bacteria. They are transported in portable
Depending upon the types of class the quality of service wares will
vary. For First Class china ware is used whereas for the Economy Class
the service wares are of plastic.
The Staffing & Most of the lines appoint what is termed as a ‘catering superintendent’
The Organisation or Superintendent Purser to be in-charge of all the catering afloat. He
Set-up
has an assistant and an agent ashore who will represent him. This agent
is known as Victualing Agent. The other chief members of staff aboard
are the Purser, Chief Steward and the Head Chef. They all work
together to ensure the smooth and efficient running of the catering
services on board ship.
The competitions between the steam ships lie in two aspects – service
and speed. The passenger liners vary in size from a tonnage of 1,500 up
to 70 to 80, 000.
All stores taken on board are either placed in storerooms or cold rooms
which are maintained by refrigeration machineries. The food materials
stored in the latter must be kept at regulated temperature required for
that perishable commodity to ensure that when it is required for use it is
in perfect condition. Great care is taken on hygiene as this can create
health hazard for both crews and passengers and regular inspections are
carried on by the Purser who is the overall charge whilst the ship is
afloat.
The Facilities & the Amenities Provided:
The ocean going passenger liners are like floating hotels with great
considerations being given to heating, lighting, ventilation, space
allocation, equipment furnishing, and the general comfort of the
passenger. Many amenities are provided like library, ball rooms,
swimming pool, tennis courts, billiard rooms, laundries, shopping
arcades, duty free shops, etc.
The Catering Service :
The ocean going passenger liners are controlled from shore by the
Catering Superintendent who issues instructions and directs from his
office desk, deciding policies and issuing directives.
The food service areas have the restaurant managers, commis de rang,
and wine butlers. The service made is full silver service and may have
also carving trolley, sweet trolley, salad trolley, central cold buffets in
use.
The alcoholic beverages that are dispensed from the bars are issued
from bonded warehouses whose keys are maintained by both the
Customs and Excise Officer and also by the Victualising Agent.
Outside ‘3 mile’ limit alcoholic beverages are sold at duty free prices.
The cost the passenger pays for food on board ship is generally
inclusive with the fare, and according to ‘class’ an allowance per head
per day is made for catering purposes. All beverages and other
purchases are paid at the time of ‘sale.’
Conclusion From the above one can easily make out that the ship catering demands
equal importance and commands same quality and initiative,
Organisation and administration, to control staff from Catering
Superintendent, Purser, Chief Steward, the Chef from their equals in a
first class restaurants. There are obviously great differences between
large ocean liners and those small passenger liners that travel short
distances and with limited number of passengers that can be compared
with a first class establishment to an industrial catering organisation.
But whatever may be the size of the liner or the ship, the objective of
the ship catering is to provide every facility possible and everything
that would create efficient service for the passenger.
Introduction The organisation structure of the Food & Beverage Department may
vary according to the size and number of the outlets. In large
organisations there will exist different levels, whereas smaller
operations may combine a number of these operations through a
limited personnel set-up. Again different terminologies may be used
in different organisation meaning the same responsibilities but with
other designation.
The F&B Manager This person is responsible for overall F&B Department, both Food
Production and the Service of Food and Beverage through various
outlets. Depending on the size of the outlet the F&B Manager is
responsible for the implementation of the agreed policies formulated
by the Corporate Office or directly setting catering standards and
policy in the establishment he is located. He ensures the profit margin
of the outlet and is responsible of employing, training, and
retrenchment of staff under his department. He is being conferred
with the responsibility of compiling food menus and wine list in
consultation with the Chef and the Bar Manager respectively. He
plays and active role in purchasing of materials for his department.
He ensures proper portion size and maintenance of service standards
in all his outlets. He may be supported by a secretary cum typist.
The Restaurant The Restaurant Manager reports to the F&B Manager and is
Manager responsible to direct and coordinate the activities of is outlet so that it
gives maximum return to the F&B department. He is responsible for
maintenance of the prescribed standard of service of food and
beverages in his outlet. In doing so he is responsible for
recommendations and appraisals of his staff working in his outlet and
also recommends for training needs to the F&B Manager. He is also
responsible for staffing and compiling of duty rota and holiday list,
and hours on and off duty of his staff so that they in turn coordinate
and run the outlet efficiently and smoothly. He would report to the
F&B Manager regarding the sale proceeds in his outlet, the customer
turnover per day, the movement of the dishes etc.
The Reception Head The Reception Head Waiter being stationed at the entrance of the
Waiter restaurant or outlet is primarily responsible for receiving and
welcoming of guests. This job is generally conferred upon a lady for
their perpetual pleasantness they carry. She is also responsible for
accepting and noting bookings made by diner guests who prefer to
ensure the availability of a suitable/the preferred table by booking in
advance. At times she may also have to take the order for the food
and beverage to be served to the guests, while taking the bookings,
who prefer to have everything ordered and done when they would
finally arrive. She also has to maintain certain figures like number of
covers sold, total restaurant sales, etc. If the service personnel at the
station are busy, she at that time has to seat the guests and offer them
water and present menu cards. She looks after the Restaurant function
on the day of the Head waiter’s day off .She is also responsible for
looking after the Lounge (waiting area) where her Reception Counter
is usually stationed.
The Head Waiter The Head Waiter is the overall in-charge of the staff team and is
responsible for seeing all the duties necessary for the preparation of
the restaurant prior to actual service are efficiently carried out and
that nothing is forgotten. Prior to the beginning of service he would
give a briefing to all his subordinates regarding the menu and as to
what is to be done during the service. The Head Waiter will aid the
Reception Head Waiter during the service and will probably take
some orders if the Station head Waiter is busy. He will help the
Restaurant Manager with compilation of the duty rotas and would
also relieve the Restaurant Manager and the Reception Head Waiter
during their off days.
The Station Head A Station is a section in the restaurant comprising of set number of
Waiter tables ranging from four to eight in numbers. A restaurant, depending
on its size, is divided into a number of such sections termed as
stations. Each station is aided with a side board (dummy waiter),
The Station Head Waiter is the overall in-charge of the team of staff,
comprising of Station Waiters, Waiters or Servers and Apprentices,
working under his station. He must have a sound knowledge on food
and wine and its correct service and must have a good command over
his staff. He/ she would usually take the order (usually from the host)
and carry out all the services at the table with the help of Chef de
Rang who works in the same Station.
The Station Waiter The Station Head Waiter who works in the same Station of the
concerned Station Head Waiter must be able to carry out the same
work as his superior. But in smaller capacities for having less
experience than the Station Head Waiter. He relieves the Station
Head Waiter on his off days and holidays. Both the Station Head
Waiter and the Station Waiter must work in conjunction as a team to
provide an efficient and speedy service.
The Waiter The Waiter acts by the instruction of Chef de Rang. He or she mainly
fetches and carries food in platters from the kitchen hot plate and may
do a little service of either vegetables or sauces, offer bread rolls,
places plates in the tables, etc. They help in clearance of tables after
each course. During the preparation period of the restaurant some
cleaning and preparatory tasks will be given to the Commis de Rang
for satisfactory performance.
Assistant Waiter Engaged mainly in clearance and takes part in restaurant some
cleaning and preparatory tasks with the waiter during the preparation
period.
Trainee/Commis The Trainee Commis is a ‘learner,’ who has just joined the
organisation with the intention to take up food service as a career.
Wine Butler, Wine The Sommelier is responsible for service of all alcoholic beverages
Waiter, Sommelier during the service of meals. Therefore this person must have a
thorough knowledge of all drinks to be served, its service, and
knowledge of wines that can go best with certain foods and the
licensing laws in respect of the particular establishment that regulates
the service of alcoholic beverage in that particular area.
Carver /Trancheur The carver or trancheur is responsible for serving carved meat joints
to the guests. He is generally aided with a trolley from where he
works. Large cooked meat joints are displayed on the carving trolley
which is wheeled in front of the guest. The carver presents the meat
joints from where the guests make their selection after which he
carves out the meat portion from the joints.
Buffet Assistant/, The Chef de Buffet is in-charge of the buffet in the room. The staff
Buffet Chef/ member is normally from the kitchen brigade. He is responsible for
Chef de Buffet
a) Presentation and portioning of food.
b) Regular replenishment of the dishes on the buffet display.
c) Portioning of the food on the buffet.
Cashier/ The cashier is responsible for making out checks for concerned table,
Cassier and ensuring proper payments made by the guests against the services
given.
Introduction As seen in Front Office, the communication with the F&B Service
Department with other departments of the hotel is too important.
Kitchen Stewarding a) Appraising the section regarding the forthcoming activities in the
Area outlet and therefore the requirement of various catering
equipments.
b) Receiving the crockery, cutlery and glassware issued by the
Stewarding department.
c) The reports on breakages of crockery and glassware and loss of
cutlery.
Cashier The cashier is a person who is deputed form the accounts department
to work in the F&B outlets. The communication with this department
will be in respect to:
a) Forwarding the KOTs for preparation of customer checks.
b) Tendering the payments made by the customers and returning the
change to the customer received thereof from the customer.
c) Receiving various reports regarding the daily performance of the
outlet with respects to revenue earned, turnover per table,
number of covers sold, etc.
Accounts & Control a) Issue or KOT and BOT upon receipt of authorised documents.
b) Appraising the outlet turnover with respect to the sales made as
per KOTs and BOTs tallying with the cashier’s bills and if there
be any discrepancies, make queries with the concerned outlets.
c) Appraising the outlets with guests on city ledger accounts.
d) Conducting daily and periodic audit of the financial performance
of each outlets.
Front Office a) The occupancy of the hotel so that the F&B department is ready
with its resources- manpower, catering equipments, finished food
products, raw materials, etc.
b) Arrival –departure of groups and VIPs, so that the special and
extra services like welcome drink, dessert and miscellaneous
services pertaining to such guests can be given in the rooms like
in case of VIPs special drinks liked by them or withdrawal of
mini bar service from the rooms occupied by the groups.
c) Arrival departure notification of guests staying in rooms.
d) The processing of signed food and beverage restaurant and bar
checks of the guests staying in rooms.
e) Appraisal of customer requirement and satisfaction, meal
experiences, etc. in the outlets through the GRE.
Stores & Purchase a) Purchase requisition of various catering and food service
equipments.
b) Requisitioning various restaurant supplies - proprietary sauces,
order pads, pencils, bottle openers, toothpicks, drinking straws,
candles, etc.
Security & a) Maintenance of security of the guests and hotel’s property and
Vigilance assets.
b) Preventing any unwanted incidents from occurring in the hotel.
Sales & Marketing a) Appraising various programmes and trade shows to take place in
the outlets.
b) Working out various packages for increasing the F&B sales of
the outlets.
Introduction There are certain activities which normally do not take in the outlet
but nevertheless they are required to be performed in order to give
good service in the front area. These services that are performed at
the back of house are required to be well organized, efficiently run
and supervised and stocked with appropriate equipments depending
on the style of operation. It is necessary for all these factors to come
together like a well oiled machine to determine overall a successful
back-up to the food and beverage operation. These sections are
termed as ancillary sections
The ancillary areas are between the kitchen and the food service
areas, acting as the link between the kitchen or the food preparation
unit and the restaurant or the food service unit and the meeting point
for the staff of various departments as they carry out their duties.
There must be a close liaison between these various members of the
staffs and the department under whose jurisdiction they come.
Still room/ Pantry: Its main function is to provide items of food and beverage required
for the service of the meal and not catered by the other departments
of the hotel like main kitchen, larder, pastry, etc.
a) Refrigerator
b) Large double sink
c) Salamander
d) Hot water still.
e) Coffee making machine.
f) Hot cupboard
g) Working table & cutting board
h) Double gas range.
Kitchen Stewarding The Kitchen Stewarding department is basically divided into two
segments, i.e.,
a) Wash up Area
b) Silver Room
Food Pick up Area This may be regarded as the meeting point between the food service
staff and food preparation staff. It is most essential that for an
effective operation and maximum output there should be an active
participation, co operation and good relationship among the staffs of
these two areas. The Aboyeur or the barker is the in-charge of this
area who calls up the order to respective sections of the kitchen and is
responsible for receiving them from the respective kitchens and hand
them over to the concerned waiters with respect to different tables.
And thus control the food pick up over the service period. The
aboyeur also controls the off board which tells the waiter immediately
if any dish has gone off. The off board should be placed in a
prominent position for all to see. The silver required for service is
often placed in shelves constructed on top of the hot plate and used as
required.
Linen Room It keeps a stock of various linen, e.g., Table Cloth, Napkins, Baize,
Slip Cloth, etc., used in the food service outlets. Fresh linen are
picked up by the restaurant staff in exchange of soiled linen.
Generally it is done once in a day, but it may be more than once in
case of Coffee Shop. A Linen Register is maintained to record the
daily transactions.
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Store Store Room is the area from where the F&B Service staff requisite
and pick up various items like grocery – salt, pepper, mustard, bottled
items like ketchup and various bottled sauces - Tabasco for the table
and stationeries like scribbling pad, paper napkins, etc., which are
required for smooth running of day to day operation. In large hotels
there can be separate stores for perishables, dry goods, stationery,
etc., for storing various items.
DANCE FLOOR
SALAD
TROLLEY WINE
DISPLAY
GUERIDON
TROLLEY
Introduction For carrying out the service operation certain equipments are
required to be used by the F&B Service Departments. Depending
upon the nature of operation an F&B outlet may require all or a part
of the above equipments.
The Classification of The Food & Beverage equipments consists of the following
Equipments categories
i) Restaurant Furniture
ii) Restaurant Linen
iii) Electrical equipments
iv) Disposables
v) The Tableware:
A Cutlery
a) Flatware
b) Hollowware
c) Specialised Equipments
B Crockery
C Glassware
a) Tables
They may be
A Square
1. for two persons – standard size 30”x30”
2. for four persons – standard size 3’x3’
B Rectangular
1. for 4 persons – standard size 4’6” x 2’6”
C Round
1. for 3 /4 persons – standard size 3’diameter
D Banquet Table
They are rectangular in shape. The sizes being
1. 6’ or 3’ or 5’ in length x 2.5’ in breadth
E Buffet Table
They are rectangular in shape. The sizes being
1. 6’ or 8’ or 12’ in length x 3’ in breadth
The height of all tables are 30“ from the floor. One unique feature
is, a restaurant may have a mixture of all the above shapes and
sizes.
This arrangement
1. Promotes seating of all sizes of group of persons coming to
dine.
2. Breaks the monotony of sight.
3. The tables can be joined together to seat largest group of
people.
b) Chairs
(Below)Dimensions of a The shape of the chair and the extent of comfort it would give
Dinning Hall largely depend upon the type of operation the outlet does. In a
Chair coffee shop where the speed of service in considered as an
important factor the chairs need not be very comfortable,
whereas in a Fine Dinning Restaurant, where people go for a
life time experience, the comfort and spaciousness in seating is
always provided and again in a popular catering restaurant
which expects a high turnover with moderately prices menus
18” 18”
would not have a spacious seating arrangement.
c) Side board
The side board aids in service and therefore also known as
They “dummy waiters”. It is the base from where the waiter
works in the restaurant, and should, therefore, carry all the
equipments necessary for use during the course of the meal. It
is customary that each station should be aided by a sideboard.
The style and design of the sideboard may vary from
establishment to establishment.
It depends upon:
ii) Restaurant Linen They comprise of various table cloths, napkins, doilies, and slip
cloths etc.
Baize cloth The top of the tables and the drawers of the
sideboards are lined with a fur type of cloth which
is known as “baize.” This cloth has many purposes.
It is usually placed over the tables upon which the
table cloth is laid.
A This allows the table cloth to hang freely.
B It prevents the rattling noise of the cutlery
when they are placed on the table.
C The cutlery itself is prevented from getting
damaged.
D Moreover it protects the wrist of the guest from
getting hurt by the sharp edge of the table.
iv) Disposables This type of tableware can be used for outdoor catering. It is usually made
out of paper or plastic or clay.
They include
(a) Napkins (b) Placemats and Coasters (c) Banqueting Roll
(d) Knives, Forks & Spoons (e) Cups Glasses & Plates.
(a) Reduces the need for washing up equipment, staff and materials.
(b) Usage reduces capital investment through purchase of various
crockery and cutlery.
(c) It cuts down high cost of laundering
(d) Improves standard of hygiene and hence increases customer
acceptability.
(e) The breakage cost is minimized.
(f) It reduces the required storage space
(g) It brings change is cooking technology e.g. cook/chill or cook/freeze
and microwave cooking technology.
(h) Easy transportation.
(i) It plays a major role in development of fast food catering and speeds
v) The Tableware The equipments that are used on the table for a diner to have his meal is
termed as “tableware.”
They comprise of
Cutlery
a) Flatware
b) Hollowware
c) Specialised Equipments
Crockery
Glassware
Cutlery: These are the equipments that are used for service and
partaking food to/by the guest. They include:
Glassware: These are glasses that are used for service of alcoholic
and non alcoholic beverages. E.g. – water tumbler, red wine glass,
decanter, etc.
The History The word ‘Menu,’ probably dates back to a story about a person of
nobility, the Duke of Brunswick, in 1541, who while attending a
banquet, was found referring to a long list. Upon being asked he said
he is referring to the list of items that are being served and he is
accordingly reserving his appetite for the forthcoming dishes. One of
the ladies was curious enough to ask “May I know what the Duke is
referring to?” and it is believed that from this phrase the word Menu
came for if we condense “May I Know” it sounds as “Menu”.
The Functions of The Menu in a food service outlet serves a manifold purpose:
Menu
A Menu form customers’ viewpoint it serves him as a
a) Tool to know what dishes are being available
b) To choose dishes according to his budget.
Types of Menus
A la carte Menu
Definition The A la Carte menu means a multiple choice menu each dish being
separately priced.
Definition The Table d’hote menu is the one which has fixed number of courses
and the price is on the entire menu or any specified number or
courses on the offer.
Applicability Coffee Shops, Fast Food Joints. Resort Hotels and establishments
running on Modified American Plan or American plan, etc.
There are also other forms of menu which are discussed below
Definition These are certain dishes that are displayed or advertised with a
& purpose of selling certain dishes as specialty. Literally means “Plate
Characteristics
of the Day.”
Applicability Various restaurants offering specialties of the day and especially the
ethnic menus.
Definition The Carte du Jour menu literary means the card of the day. These
& menus are written everyday, one for lunch, and one for dinner. They
Characteristics.
are a complete meal and may have choice. This form of menus may
combine with an a la carte, table d’hote or plat du jour menus. The
dishes are priced individually.
Applicability Coffee Shops, Fast Food Joints, Resort Hotels & Motels. Etc.
Cyclic Menus
Definition These menus come back after a particular time, like on a certain day
& of the week, or in a particular month, or a fixed time of the year.
Characteristics
Set Menus
Definition By “Set Menu,” it means that the menu is fixed in relation to number
& of items, within certain limitations, at a given price. This is usually
Characteristics. made where there is mass catering on a pre-decided menu. The
choice of items are offered by the establishment with the choice of
dishes are that can be served.
The dishes are decided in advance by the organizers and the menu is
served by the establishment to a group of persons accordingly. The
control is not kept on portioning the quantity of each dishes, but on
number of plates served.
There are twelve courses in the menu that forms that basis of
continental cuisine. Each course has a typical identity of its own that
determines its position in the menu itself.
Dry Fruits:
Cashew nut, raisins,
pistachio, almond,
walnut, coconut.
Introduction Prior to the service starts in an outlet, it is essential that the outlet be set
up properly so that the service staff with minimum movement can give
maximum result.
This setting up of the food service area is divided into two phases- namely
a Mise-en-scene
b Mise-en-place.
Mise-en-scene The word Mise-en-Scene refers to the setting up of the atmosphere of the
restaurant.
a) Airing the dinning room by opening all the doors and the windows to
allow the fresh air to come in.
b) Checking all the electrical gadgets, viz. the plate warmer, the table
lights and wall lights are functioning, air-conditioners and room
heaters are in working condition.
e) Spraying room freshener but at the same time taking care that it does
not interfere in any way with the natural aroma of the dishes that are
going to be served.
Mise-en-place The word Mise-en-Place literally when translated into English means
‘putting things in place’.
It includes:
a) Briefing by maître d’hotel before service.
b) Knowing
(i) the days menu if the establishment runs on a table d’hôte menu,
(ii) the specialties of the day,
(iii) the dishes that have gone off-board, etc.
c) Checking the restaurant booking diary and knowing which tables are
booked, their number of covers per table booked and also the menu if
already been decided.
e) Replenishing the dinning area with all the necessary equipments from
the scullery.
h) Sending used linen to and procuring clean and ironed linen from the
laundry.
i) Order for KOT and BOT books from the Accounts/Control department.
01. Place the tables in position and see they are not wobbling.
02. Check the tables and chairs are clean and the sideboard is properly equipped fro the service
session.
03. The tables should be covered with a baize or felt cloth. The use of baize cloth are:
04. The height of the dinning table should be 30” from the floor and the chair should be 18” from
the floor.
05. The table cloth should be placed squarely and the centerfold of the table cloth should form a
line down the middle of the table. The fall of the tablecloth should be 9” from the edge of the
table from all sides.
07. A centerpiece is essential for every table. It is preferably a bud vase which should have low,
non fragrant flower arrangement to facilitate clear view of the guests seated opposite to one
another.
08. The crockery and other table appointments that are used should be spotlessly clean.
09. Each cover should fall a well balanced definite unit and should never be crowded. It should be
24” in length and 18” in breath. A cover can be defined as “a space required for placing all the
tableware, crockery and glassware and linen for a person at the beginning of a meal.”
10. Place only the required flatware, cutlery, hollowware and other table appointments for the
meal on the cover. The sequence of laying the flatware and cutlery are from outside to inside.
11. With certain exceptions, the knives and spoons are placed on the right side of the cover while
the forks are placed on the left.
12. The table appointments for the appetizer or hors d’oeuvres should be placed on the cover or it
may be placed on the plate with the knife fixed into the prongs of the fork making an angle of
90° at the vertex of the plate.
13. While handling of the table appointments at no point of time they should be handled by hand.
A salver or service plate suitably covered with a tray cloth or serviette should be used while
carrying them from the sideboard to the table. Alternatively bare hands may only be used
when the cutlery and flatware are wrapped by a napkin or a waiter’s cloth. While placing them
on the cover they may be handled by hand but they should be only held at the farthest end
where by no chance they come in contact with the food or guests’ mouth.
14. The water tumbler or goblet is placed at the right side of the cover at the tip of the large knife.
15. The butter dish should be placed at the center of the cover preferably on the left side.
16. The napkin or the serviette may be placed at the center of the cover or on the side plate.
17. All the crockery, cutlery, flatware and glassware should be placed at least ½” away from the
edge of the table.
18. It is customary that while laying a cover they should be laid one opposite to another and never
sideways.
19. The cruet set should be placed at the center of the table, so also the menu card holder.
20. The table number should be so placed that it is easily viewable by everyone, preferably at the
side which is used for movement of the guests and the service staff.
21. While placing plates, if they have monogram, they should be placed facing the guest, i.e., at 12
o’ clock position.
22. The cutting edge of the knives should always be facing the left.
23. While laying a table d’hote menu, if the menu is too long, the cover should be laid up to the
main course. The remaining cutleries are to be kept at the sideboard.
24. For any table d’hote menus there should not be more than total of three comprising of knives
and spoons at the right and three forks at the left.
25. For laying table for a la carte orders the initial table layout should always be corrected. Proper
mise-en-place for all the requisite table wares are to be kept at the sideboard and are to be laid
each time after the clearance of the preceding course and before service of that particular
course.
26. The cutlery for the dessert may be laid at the top of the cover, but sometimes it can be laid
after the clearance of the main course.
27. The wine glasses are laid at the right side of the cover at the tip of the knives corresponding to
the dish for which the wine to be served.
28. The side plate is kept at the left side of the cover usually with a side knife.
Exceptions:
i) the side knife which is placed on the side plate at the left hand side of the cover.
ii) in case of pasta dishes, when the spoon is placed on the left and the fork at the right.
iii) the side knife which is placed on the side plate, the cutting edge faces away from the
plate.
Introduction Depending upon the type of restaurant, the establishment’s house custom, the type
of menu, the type of service, each outlet has got a typical table layout.
a) A la carte
b) Table d’hôte
2) The second meaning is the space allotted to lay all the crockery, cutlery,
tableware, hollowware, and glassware on the table for a person to have his
meal. So, when a restaurant staff is “asked to lay up a cover”, it would mean that
he/she is required to lay all the required table appointments on the table for the
guests to have their meals.
The Table The table layout will depend on the menu decided.
d’hote Cover
Layout
Types of Table Appointment Course by Course
Hors d’oeuvre Side plate with side knife, Fish knife and fish fork
Potage Side plate with side knife, soup spoon for thick soup, dessert spoon for thin
soup
Poisson Side plate with side knife, Fish knife and fish fork
Entree Side plate with side knife, Small knife and small fork
Relevé Side plate with side knife, Large knife and Large fork
Sorbet Side plate with side knife, Parfait glass on an under plate
Roti Side plate with side knife, Large knife and large fork
Legumes Side plate with side knife, Small knife and small fork
Entremet Dessert spoon & fork, but may change according to the sweet.
Savoureux Meat Savoury: Small knife and small fork
Fish savoury : Fish knife and fish fork
Cheese: Served on side plate, with small knife and fork.
Dessert Fruit knife and fork, grape scissors, finger bowls containing warm and cold
water
Café Demitasse with a coffee spoon with sugar basin with tea spoon and coffee pot
on the table.
Breakfast
Introduction It is the first meal of the day. But a meal to me termed as breakfast, it must
fulfill the following criterion:
They are:
a) It should be the first meal of the day.
b) It should be eaten before noon.
c) It should contain breakfast style food.
Each country or region has their own type of breakfast. The ones that are served
in the hotels are-
a) Continental Breakfast
b) English Breakfast
c) American Breakfast
d) Indian Breakfast.
3 Bread boat or basket for bread 4 Butter knife with butter dish on a
doily on an under plate.
5 Preserve dish on a doily with a 6 Breakfast cup & saucer with a tea
preserve spoon spoon
7 Tea pot, coffee pot, jugs of hot 8 Stands for tea pot, coffee pot, hot
3 Bread boat or basket for bread 4 Butter knife with butter dish on a
doily on an under plate.
11 Breakfast cup & saucer with a 12 Tea pot, coffee pot, jugs of hot
tea spoon and cold milk with hot water
jug.
13 Stands or under plate for tea pot, 14 Ash tray, table number, sugar
coffee pot, hot water jug. basin with tong.
The Menu
Menu
Tea
-----
Hot Buttered Toast
Toasted Tea Cakes
Crumpets
-----------
Assorted Afternoon Tea
Sandwiches
-----------
Buttered Scones & White Bread
Butter,
&
Raspberry / Strawberry Jam
------------
Gateaux & Pastries
---------
The Cover On the table: Side Plate, Side/Tea Knife, Paper Serviette, Pastry Fork, Tea
Cup & Saucer & a Teaspoon, Slop Basin & Tea Strainer, Sugar Basin &
Tong, Tea Pot & Hot Water Jug, Stands or Underplates, Ashtray, Table
Number.
The Menu
Menu
Tea
-----
Grills, Toasted Snacks, Fish & Meat
Dishes
--------
Hot Buttered Toast/Toasted Tea
Cakes/Crumpets
-----------
Assorted Afternoon Tea sandwiches
-----------
Buttered Scones & White Bread
Butter, Raspberry &Strawberry Jam
---------------
Salads
----------------
Cold Sweets
Gateaux & Pastries
Ice
--------------
The Cover On the table : Joint Knife & Fork, Side Plate, Side Knife, Serviette (placed
on the side plate under the side knife or laid flat between the joint knife &
fork), Cruet Set (salt, pepper mustard with mustard spoon), Tea Cup &
Saucer & a Teaspoon, Teapot & Hot Water Jug Stands or underplates, ,
Sugar basin with Tong, slop basin with tea strainer Ashtray, Table Number.
Note: Any other cutlery required may be brought in as for a la carte service.
At the side board: Preserve Dish on a doily on a side plate with a Preserve
Spoon, Cold Milk/Hot Water Jug, appropriate proprietary sauces.
f) Study the menu of the day. Ascertain the dishes that have gone
off-board.
g) Clarify the interpretation of each dish, their accompaniment(s)
that would go with it, the service gears to be used, the service
sequence and the cutlery to be laid on the cover.
h) While waiting one must always stand with the left arm folded at
right angle, with the waiter’s cloth hanging against it and the
right arm hanging by the side.
II) Upon the a) The Head Waiter or the Restaurant Hostess must greet the guest
Arrival of and seat them specially the women guests. In case of large
Guests
groups the waiters from other table must come up in helping
seating the guests.
b) The waiter must then pour water, courteously enquiring about
their preferences. The menu must be presented by placing them n
front of each guest.
III) Taking the While taking the order the waiter must
Order a) Not show his hurry or pester the guest for the order. On no
account the guest should be made to feel that he is being hurried
by the service staff.
b) He must make him self visible to each guest while taking the
order.
c) He must suggest dishes only when he is asked to recommend.
d) He must explain the guest about the dish and the
accompaniments when inquired.
e) Correct order must be taken for each guest. If the waiter knows
about a particular guest’s likes and dislikes he should give
suggestions.
f) After the order is taken it should be read out for each guest.
g) Special directions from the guest should always be noted as
“Fillet Steak ‘rare done’ or “Plain Salad” ‘no onions;
IV) General Rules a) The extra covers that have been previously laid on the table
for Service should always be removed.
b) Always use platter while carrying cutlery to and from the table.
On no account any tableware should be carried by bare hands.
c) While carrying plates always carry them between serviettes.
Wipe them before laying them on the table.
d) Some guests have the habit of wiping the crockery and cutlery
that have been laid on the cover no matter how clean they are.
This should no be looked upon with contempt.
e) Always follow the house custom for placing table appointments
or serving and clearing. The following procedure may be
followed:
i) For any formal groups start with the guest of honour who
normally seats at the right side of the host and move in anti
clockwise direction with the host last.
ii) Medium sized informal groups start with the eldest woman and
move anti clockwise.
iii) Small intimate groups serve the women first and then the men
and proceed in anti clockwise direction.
d) Any cutlery that falls on the floor, while carrying, should be
returned to the wash up. If it drops in front of the guest while
laying the table first replace that particular cutlery that had fallen
from the sideboard and then one that had fallen should be picked
up.
e) The waiter should not put any cutlery or flatware on the guest
plate. The guest should always be given the privilege to do so.
f) When about to serve an order, if the guest is reading on talking
among his friends, he must be interrupted by saying “excuse me
sir or madam.”
g) While correcting the covers, the table appointments that should
be laid at left should be done from left hand side; those from
right should be collected from right itself. The waiter should
never cross the guest while laying any cutlery.
h) Hot dishes should be served hot and the cold ones cold.
i) Always handle glasses at base, cups at handles, knives, forks and
spoons at the extreme end of the handle and the plates by the rim.
j) Food should be served in proper sequence, with proper table
appointments.
k) All the accompanying sauces, condiments and spices should be
placed before serving the dish.
l) Never fill glasses or cups to the brim. It should be 1/3rd below
the rim of the glass or cup.
m) When food is served on a bowl or cup, like soup bowl or ice
cream cup, it should be served on an under plate. While serving
any chilled or frozen food they should be served on a doily
placed on an under plate.
n) A serviette on the waiter’s palm while serving any food from an
entrée or platter before placing the serving dish.
o) Always time the service properly so that guests do not have to
wait between the dishes.
p) All food items must be served from the left and the beverages
from the right.
q) All clearance should be done from right, except the side plate
and the side knife.
r) While the guest is about to finish the main course the station
head waiter must ask discreetly about the food and the service.
s) After clearance of the main course, if there be any sweet to be
served always do crumbing and then proceed for the service.
t) After dinner coffee cups should never be cleared when the guests
are still seated or the check has been paid. The waiter must have
close notice on guests’ cup and ask the host if he would like the
cups to be replenished.
u) All checks must be presented in concealed manner to the host
from his left had side.
v) If the guest has used his hand while eating, finger bowl on an
under plate should be passed from the right hand side of the
guest after the dish has been cleared.
w) Any tip should be acknowledged with a polite 'thanks.' Even if
the guest does not tip, a word of “thanks” is a must.
x) Always follow the work study procedure. The waiter should do
the maximum work with minimum movement.
Singe Point Service Where the customer orders, get served, and pay at the
same point. Consumption at the premises of take-away.
Clearance by the staff. Such service is predominant in
kiosk, take-aways, vending machines, etc.
The above two are also often referred as Food Check & Bar Check
respectively.
The KOT covers the order for all food and still room beverages.
The BOT covers the order for all Bar Beverages.
When a guest orders, the order taker would write the order for food
& still room beverages on KOT and all bar beverages on BOT.
The ultimate instrument for control is the bill, which when settled by
the guest, guarantees that revenue has been recovered against the
food & beverages served through KOT & BOT.
The Features of a Whatever the design a food service outlet may adopt for a KOT or a
Check BOT, generally it would have the following headings:
Control System in a The control system in a restaurant varies greatly on the type of
Restaurant service and the menu it follows.
DATE: SIGNATURE
Total
S. Charge
S. Tax
Grand Total
VAT No. Slogan of the Organisation
….………
Cashier
E & OE
Customer’s Copy
Introduction The word beverage comes from the French word “boire” which
means to drink.
Those beverages that contain more than 0.5% to 75.5% ethyl alcohol
by volume are considered as non alcoholic beverage.
Hot Beverages:
Beverages such as tea and coffee contain caffeine and therefore are
stimulating.
Cold Beverages.
Mineral waters:
The natural mineral waters are those that come from the subsoil or
mountains as streams and springs which carry minerals that are essential
for our human body. E.g. Vittel, Malvern, Aix la Bain, Aix la Chapelle,
Baden-Baden, Carlsbad, etc.
Some of the natural mineral waters they contain carbon dioxide and
therefore known as aerated mineral water. E.g. Perrier, Vichy, etc.
Alcoholic Beverages Any beverages containing 0.5% to 75.5% of ethyl alcohol by volume is
considered as Alcoholic Beverage.
Fermented Beverage:
Wines
Beers
Apart from grapes wines can also be produced from other fruits – apple,
cherry, pear, etc., but then the name of the fruit will be prefixed before the
word wine like cherry-wine, apple wine, etc.
Types of wines :
Examples:
Château La Tour, Château Haute Brion, Château Neuf du Papé, Graves, Chianti.
Alcohol Content:
9% - 15%
Examples:
Chablis, Mâcon Blanc, Pouilly Fuisse, Le Montrachet.
Alcohol Content:
9% - 15%
Examples:
Tavel Rosé, Cabernet d’Anjou, Oeil de Pedrix (partridge's eye) from Switzerland,
Bordeaux Rose, Pinot Noire Alsace.
Alcohol Content:
9% - 15%
They can come under two heads- dry or sweet. This results from unutilized sugar in the wine.
There are varying degrees of dry to sweetness. They are:
Bone dry, Extra Dry, Dry, Medium Dry, Medium Sweet, Sweet.
a Varietal wines: Which means they are named according to the grapes from which they
are made.
b Generic Wines: They are named according to the region where they are made
according to the local customs and traditions.
a Still Wines: These wines do not sparkle and therefore are called “still”. They are
consumed during meals and hence they are also called Table Wines. They can be red,
white or rose in colour.
b Sparkling Wines: these wines are having carbon dioxide for which they sparkle and set
of bubbles when poured in the glass. The introduction of carbon dioxide can be brought
about by secondary fermentation by addition of further yeast and sugar solution. The
method of making such fermentation may vary; the most prized wines are obtained by
secondary fermentation that takes place in the bottle and the method is called Method
Champ noise.
However there are some cheaper varieties of sparkling wines where the carbon-dioxide
gas is injected into the still wine bottle which lets the wine to sparkle. The gas diffuses
as soon as they are poured into the bottle.
c Fortified Wines: These wines have their alcoholic content increased by addition of
spirit, preferably brandy. The addition of brandy
Examples:
Some very good examples are:
Madeira (Portugal) is made from Malmsey, Bual, Cercial, and Verdleho grapes.
Most are sweet grapes and the raisins have a strong bouquet. Unlike other fortified
wine these wines are fortified with a spirit obtained from sugar cane.
d Aromatised Wines: These are fortified wines which are flavoured and coloured. They
are usually pre-dinner drink wines. Flavourings can be made of herbs, roots, botanicals,
flowers, bark of tree or quinine.
Other Wines:
a Organic Wines: These wines are produced, from the time the grapes were harvested
with no chemicals being used. They are also known as Environment Friendly Wines.
b Fruitti Wines: these wines are made from fermentation of fruit juice other than grapes.
But in this case the name of the fruit will be prefixed before the wine. Like pear wine
(Perry) or apple wine (cider), etc.
c Dessert Wines: These wines are rich and sweet. They are still/table wines that are
designed to be served to be consumed in the sweet course. Sauternes is a famous dessert
wine from France and Spätless and Aussels are German types of dessert wines.
d Non Alcoholic Wines: These are prepared from fruit juice base and can be still or
aerated with no alcoholic content.
1. Lager: In this process the fermentation takes place at the bottom of the
vat.
The lager style brewed beers are – Pilsner & Dark Pilsner
1. Bottled & canned beers: After the bottles or cans are filled with the
beer, it is sterilized, the carbon dioxide gas is injected and the bottle is
sealed.
2. Draught beers: The beer is dispensed from barrels which are connected
with pipes with the aid of pump to the point of sale. The carbon dioxide
gas is also dispensed from a separate gas cylinder or they may be mixed
with the beer before the beer is dispensed.
Brands:
Spirits The spirits are alcoholic beverages that are produced by distillation of
fermented beverages. They are
Whisky: Scotch, Irish, American and Canadian. The Irish & American ones are
spelled as WHISKEY.
Brand Names:
Whisky:
Scotch: Johnnie Walker Blue Label, Highland Queen, 100 Pipers, Teachers,
VAT69, Old Smuggler.
Irish: Julliamore Dew, Old Bushmills, Bushmills Malt, Power’s Gold Label,
Middleton Rare.
American: Jack Daniels, Old Overholt, Wild Turkey, Imperial, Calvert Extra .
Canadian: Black Velvet, Canadian Club, Crown Royal, Crown Royal, Golden
Wedding, Royal Reserve
Brandy:
Armagnac:
Delord, Janneau, Sempé, Castignon, Claverie, Christian Brothers, Hiram
Walker, Marquis de Montesquieu.
Indian Brands :
Doctors Brandy, Honey Bee, Golconda, Bee Hive, Gold Cup
Rum:
Foreign Brands: Ron Bacardi, Ron Rico (Puerto Rico), Lemon Hart,
Bacardi White, Captain Morgan.
Indian:
Old Monk, Sea Pirates, Captain Henry, Tropicana, Contessa.
Gin:
Foreign Brands:
Old Town, Gordon’s, Ballantine London, Beefeater, Seagrams, Gilbeys.
Indian:
Blue riband, Dunhill, High Society, Aristocrat.
Vodka:
Foreign Brands:
Smirnoff, Count Pushkin, Volga, Stolichnya
Indian:
Shark Tooth, Fuel, White Mischief, Romanov, Red Czar,
Liqueurs:
Liqueurs are flavoured spirits that are sweetened and often coloured. They
are also known as digestives, and being spirit based they are called grain
based alcoholic beverage. They are usually taken after meals with coffee.
Bitters:
These are aromatized wines of many varieties:
Mixed drinks Cocktails: They are a mixture of beverages in which at least one of them
is an alcoholic beverage.
Shaken & Strained: These are mixed in a cocktail shaker and then
strained.
e.g.- Southern Peach, Rob Roy
Stirred and Strained: They are mixed by stirring and then filtered.
e.g.- Manhattan, Whisky Sour.
Percolator Brown or white sugar, Demitasse, sugar Jugs of cold & A required quantity of coffee is placed in the percolator, which is then filled with
Coffee hot or cold milk, basin hot milk and freshly drawn water. The water is heated electrically or by fuel lamps, which
cream. cream to be eventually starts to boil and rises through a tube and percolates the coffee grounds,
placed after extracting the full flavour, colour and strength. The heat is subsequently reduced, the
the guest is infusion stops, and the liquid with the ground coffee, infused, falls back into the
seated. percolator and the coffee is ready to be served. This coffee is also called “Long
Percolator Black,” if it is served without milk or cream in a tea cup.
machine
Cona Coffee Brown or white sugar, Demitasse, sugar Jugs of cold & It consists of two chambers - the lower and the upper. The upper chamber consists of
hot or cold milk, basin hot milk and a filter fitted to a container in which the required amount of ground coffee is
cream cream to be provided. The lower chamber is filled with freshly drawn water, which is heated by
placed after spirit lamps or electrically. To speed up the process fresh, warm, but not boiling
the guest is water may be added instead of the cold water. Upon reaching the boiling point the
seated. Cona water rises through the tube into the upper bowl mixing with the ground coffee. At
Coffee this point the mixture may be stirred to ensure that the entire quantity of coffee that
machine was placed in the container infuses well with the water. This is because the ground
coffee on the top prevents the water fro percolating in through it forming a cap on
the top. The stirring is done gently so that the filter is not disturbed or else the grains
may pass into the bottom chamber. The heat is then reduced and the coffee liquid as
it now is flows into the lower bowl, leaving the ground coffee on the top chamber.
The upper bowl is removed and then filtered and washed for re-use.
The coffee is served at approx. 82 deg. centigrade
If served Brown sugar Small glass cups This method is Italian in origin. Very fast method of dispensing coffee through this
black machine to individual cups. Around 300/400 cups can be made in an hour. Each cup
If served After the froth is Small coffee is freshly made for the customer. The coffee used must be finely ground.
Espresso Coffee
with made by steam, it is cups. Steam is passed through the finely ground coffee and infusing under pressure.
milk/cream topped with cream & Served black is espresso.
then garnished with Served with milk it is cappuccino. Milk is heated for individual cups by high-
grated chocolate. pressure steam injector. The coffee is garnished with chocolate and mint.
½ Kg. Coffee yields 80 cups coffee of good strength.
For care of the equipment – follow the manual provided.
Filter Coffee Brown or white sugar, Demitasse, sugar Jugs of cold & This method is widely used in France. By this method coffee is
hot or cold milk, basin hot milk and made individually by cup or in bulk for a party. The entire
cream cream to be equipment must be hot or else the resultant coffee may be cold. It
placed after serves as a good method of advertising by placing it on a bar top
the guest is and the service is done along with hot or cold snacks. Apart form
seated. Cona serving as an eye appeal for the customer, it also gives a feeling of
Coffee personalizes service as the coffee has been made exclusively for
machine her or him. It takes around 3-4 minutes times for making a cup of
coffee in this method.
Fresh boiled water is poured into a container up to its required
level. The container is fitted with a very finely meshed bottom
containing the required amount of ground coffee, which stands on
a cup. The boiling water causes the seal & the infusion takes place
in the container and the coffee liquid trickles into the cup. A lid
should be placed over the water in the filter to help to retain the
temperature.
Still Set Coffee Brown or white sugar, Demitasse/ Tea Coffee Pot, The most widely used system in all catering establishment and in
hot or cold milk, Cup& tea Jugs of cold & all Stillrooms. It normally consist of a small central container into
cream spoon/coffee hot milk and which correct size filer paper is placed with ground coffee on top,
spoon -as per cream to be and urn of varying capacities according to requirements from 4 ½
occasion, sugar placed after to 18 litres. Boiling water is passed through the grounds and the
basin with tong the guest is coffee passes into urns at the side. For a 4 ½ litre capacity urn the
or tea spoon as seated. infusion is complete in 6-8 minutes. The temperature should be
per the sugar, constantly maintained at 65.5 deg. Centigrade. Too high a
Stand for Coffee temperature/ boiled or heated too soon will destroy the flavour and
Pot. taste of the coffee and discolour the milk, upon coming in contact
with the coffee. The coffee and milk should be held at correct
temperature ready for service.
The urns should be cleaned and serviced regularly, rinsed before
& after each brew, until the water runs clear. It must be ensured
that the urns are clear of the thin layer of cold coffee that clings to
the side of its body, lest it will spoil the flavour and aroma of the
next brew.
SPECIALTY COFFEE
Normal Coffee Demitasse/ Tea Infuse required ground coffee in hot water. Strain and serve
Cup& tea as per the taste. Serve at 80 deg. Centigrade.
spoon/coffee Coffee Pot, Jugs of
Instant Coffee Add required amount of coffee in the pot and pour water.
Hot/Cold milk or spoon -as per cold & hot milk and
Serve at 80 deg. Centigrade.
Cream, Brown or occasion, sugar cream to be placed
white sugar basin with tong or after the guest is
tea spoon as per seated
the sugar, Stand
for Coffee Pot.
South Indian Coffee Sugar basin with Heat milk and water separately. Bring to boil and then
brown or cube lower the heat to allow it to simmer gently. Remove from
sugar with sugar heat and add finely ground coffee into the water and filter.
tong or tea spoon Add hot milk and serve in a small stainless steel glass
as required. placed on a small stainless steel bowl.
Iced Coffee Cold milk or Cream Straw stand, Ice Pail, cream in Make a strong black coffee in normal way. Strain and chill
cream jug well till required. Serve, mixed with cold milk or cream in a
tall glass, with ice-cubes added and straws. The glass is
placed on a doily on an underplate with a teaspoon.
Egyptian or Turkish Small brightly This is made from darkly roasted Mocha Coffee beans. The
Coffee coloured coffee cups coffee is made in special coffee pots which are heated on
(demi-tasse) top of stove or lamp and the water is allowed to boil. The
sugar should be put in it at this stage to sweeten the coffee
as it is never stirred once poured out. The finely ground
coffee may be stirred in or water may be poured over the
grounds. The quantity of coffee used is approx. 1 heap
teaspoon per cup. Once the coffee has been stirred in the pot
is taken out off the heat, cooled that causes the grounds to
settle. It is once gain brought to boil and then taken off for
the grounds to settle. This method is repeated once more.
After doing this operation thus for three number of times,
cold water is sprinkled to allow the remaining grounds to
settle.
The coffee is then served in small brightly coloured copper
cups.
While making coffee, it is optional though, to further
flavour it with vanilla pods.
SPECIALTY COFFEE
Vienna Coffee Thickened Cream, Demitasse/ Tea Jug of thickened cream The jug of cream with the coffee pot should be should be
Brown or white sugar Cup& tea on an under liner placed on the table after the guest is seated. From the right
spoon/coffee spoon hand side of the guest the coffee to be pored into the cup. Sugar
-as per occasion, is to be added as per the taste of the guest. Then a spoon of rich
sugar basin with thickened cream is floated on the top.
tong or tea spoon
as per the sugar,
Stand for Coffee
Pot.
Coffee Pona Served Plain Demitasse, coffee Filter Machine Filtered finely
spoon
Hawaiian Coffee Pineapple Juice & Demitasse, coffee Jug of thickened cream Served cold. Black coffee, with pineapple juice and cream
Cream spoon and pineapple juice on
an under liner
Irish Coffee This beverage is often prepared by the waiter Make a strong black coffee and ensure it is kept hot. Heat a
in front of the guest. 18.93 cl. Paris goblet, and place in it the coffee sugar required
by the guest. Placing a teaspoon in the goblet to conduct the
The mise-en-place will consist of heat and avoid cracking the goblet, pour in the strong black
1) Silver salver coffee. Stir well to dissolve the sugar. Now add a measure of
2) Serviette Irish Whiskey. The liquid should now be within 2 ½ cm. of the
3) 18.93 cl. Paris goblet on an top of the goblet. Pour double cream over the back of the
underplate. teaspoon on to the surface of the coffee. Until approx. 1.9 cm
4) Teaspoon thick. Do not stir: the best flavour is obtained by drinking the
5) Jug of double cream coffee and whiskey through the cream. Serve in the goblet,
6) ‘6’ out measure placed on a doily on and underplate, in front of the guest.
7) Coffee pot Note:-
8) Sugar basin or coffee sugar with tea 1) A certain amount of sugar is necessary for it aids in floating
spoon. the double cream on the surface of the hot coffee.
9) Bottle of Irish Whiskey. 2) If instead of whiskey, brandy is used in the coffee it is
known as “Café Royale”
Irish Coffee is a classical example of Liqueur Coffee. In this way various liqueur coffees can be prepared that are listed below. Here this
should not be confused with Coffee Liqueur. Liqueur Coffees are those coffees in which spirit/alcoholic beverage can be added to coffee to
make a coffee as a hot beverage itself, whereas Coffee Liqueur is liqueurs having coffee flavours.
Coffee:
Coffee if served during breakfast it is served in breakfast cups.
Coffee during other times of the day is served in tae cups.
Coffee after dinner is served in demi-tasse.
Aerated Waters
Aerated water can be served on their own, chilled and in either
tumbler, Paris Goblets, highball glass or a 34.6 cl. Short stemmed
beer glass.
They also can be used as mixers with other drinks such as Gin with
Tonic or Brandy and Ginger Ale, or Rum and Cola
Mineral Waters
They are usually drunk of their own for medicinal purposes.
However some of these waters may also be mixed with alcoholic
beverages to form an appetizing drink.
Crush
Served chilled in Collins Glass on a doily on and under plate with a
stirrer or tea spoon, castor sugar with tea spoon on an under plate
(specially for citrus crushes) separately, Extra ice on an ice pail
may be served on a under plate with a ice tong.
Squash
Squashes can be either served on its own with chilled water or soda,
mixed with spirits like vodka and orange squash, or made a
cocktail, mocktail, or used as base of fruit cups.
Juice
Juice is up with iced water or soda. The edge is decorated with a
slice of fruit where applicable. Straws in straw stand, ice in ice
tumbler with ice tong. Castor sugar in sugar basin on an under plate
with a teaspoon is served separately.
Syrup
Served as flavouring agents in fruit cups, cocktails, milk shakes or
mixed with soda water as a long drink
Pulp
Served with iced water or soda in a tumbler or goblet placed on a
doily upon an under plate with a stirrer or teaspoon. The edge is
decorated with a slice of fruit where applicable. Straws in straw
stand, ice in ice tumbler with ice tong. Castor sugar in sugar basin
on an under plate with a teaspoon is served separately.
Service Temperatures:
General Rules:
a Red wine goes with red meat
b White wine goes with white meat
c Rose wines goes with red meat.
d Champagne can be drunk throughout the course of the meal.
e Champagne is a must-drink during any festivals, merry
making, celebrations etc.
f Fortified wines can be either aperitif wines, or after dinner
wines. Sweet Fortified wines can be served as dessert wines.
g Aromatised wines are normally aperitif wines.
All spirits sold from off-shops in bottles of 750 ml, 325 ml. (pint)
150ml. (nip).
Whisky:
Whisky is served in thick bottomed whisky glass which is also called
On the Rocks glass or Old fashioned Glass.
Brandy
Brandy can also be served with mixers such as ginger ale, soda, or 7-
Up, but some schools proclaim such mixers are only used with
cheaper varieties to hoodwink its quality.
Rum:
Rum is served in plain tumblers, Collins glass, etc.
In rum producing countries Rum is drunk straight.
They can be also mixed with cola, soda, water, etc.
In USA it is chiefly used as cocktails, such as Daiquiri, Planter’s
Punch, etc.
Rum is extensively used in cooking, specially sauces for desserts, and
candies.
Rum is also used for flavouring tobacco.
Gin
Served in Collins glass.
It may be drunk straight, or mixed with lime cordial, or gin-lime,
when a slice of lime is put at the bottoms of the glass
It may be used in cocktails as Gimlet, Pink lady, Dry Martini, etc.
Vodka
Vodka is a flavourless, colourless spirit. Vodka when served neat it
should be chilled served in a chilled frosted toto glass. It was earlier
customary to smash the glass after drinking, but this custom is
abandoned for cost control purposes. Neat vodka is preferred with
Caviar, a classical hors d’oeuvre.
Vodka can be also mixed with water, iced water, soda and ice, tonic
water, and served in large narrow tumblers.
Tequila
The art of drinking tequila is ceremonious. It is taken neat and
straight in one gulp, from a toto glass, with lime wedge and salt.
Liqueurs:
Liqueurs are served after dinner. They are served in liqueur glass and
are sold per glass. A liqueur trolley in a restaurant, which can be
wheeled up to the guests’ table, is a good form of advertisement for
selling liqueurs. It is customary to change glasses whenever fresh
liqueurs are being served.
Beer:
Beer can be served any time of the day, any day of the season of the
year, with almost any food. To mark any occasion or regret the
absence of any.
Service Temperature:
Lager: 7° Celsius
Ale: 10° Celsius.
Beer should be served with a gentle collar of froth round the rim of a
glass.
For Bottled Beer: Served in Beer Glass, Goblet, and mug schooner.
For Draught Beer: Served in Beer Tankard (made us of Pewter)
EXECUTIVE HOUSEKEEPER
TYPIST
LINEN/ UNIFORM ROOM DESK CONTROL LAUND RY FLOOR SUPERVISOR PUBLIC AREA HORTICULTURIST
SUPERVISOR SUPERVISOR MANAGER SUPERVISOR
FLORIST
LAUNDRY CLERK
GARDENER
HOUSEMEN/ HOUSEMEN
HOUSE PORTER
HEAD HOUSEKEEPER
ASSISTANT HOUSEKEEPER
SR. ATTENDANT- LINEN ROOM HEAD ROOM ATTENDANT HEAD HOUSEMAN-PUBLIC AREA
ROOM ATTENDANTS
The Objectives of The objective of this department is to provide clean, safe, hygienic
Housekeeping environment and maintain the aesthetic standard of the hotel.
The Sections under The various sections with which the Housekeeping department is made up
Housekeeping of and their respective functions are as below :
Depending on the size of the hotels these sections may vary, or some of
these sections may combine together under one section. In a moderately
sized hotel the sections are:
Section Function
Housekeeping This is the housekeeping control hub from where the entire housekeeping
Control desk operation is controlled. It is from here all the information are sent and
received to all the concerning departments and the concerned sections are
informed and directed accordingly. It is manned by the housekeeping
supervisor. All guest calls concerning complaints about the accommodation
facilities, their requests are attended and actions taken accordingly. It
controls the floor master keys. Various records and registers are maintained
concerning cleaning operations, room set ups etc and also lost & found
records are maintained by the desk.
Linen Store This is the room where the current linen is stored for issue and receipt. It is
the central depot for all linen – bed sheets, towels, curtains, table cloths,
napkins, etc. and from it sufficient clean articles, in good condition, are
distributed throughout the house.
Depending upon the house custom the operation may vary. But broadly,
linen room is responsible for receiving soiled linen, inspecting and sending
them for washing.
The time of operation is usually 8.00 hours to 17.00 hours or may operate in
set hours – usually twice a day. Therefore there may be a sub store with each
floor of the hotel or an F&B Linen Store to handle emergency requirements.
b) Tailor room: This sub-section takes care of the stitching and mending of
usable linen and also concerned with making of new furnishings-
curtains, sofa covers, bed sheets, table cloths as per standard drawing
given to them.
c) Linen Store: Concerned with storage of linen cloths and new linen for
issue to various departments.
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Flower Room It takes care of the flower arrangements in various sections of the hotels.
Floor Pantry Each guest floor there is a floor pantry. This is the sections where the
chamber maids / boys will be stationed and can be contacted when required
through telephones. It keeps the guest supplies and cleaning supplies of the
floors. It also has provision for storage of linen and cleaning equipments-
vacuum cleaners, trolleys, etc.
The floor pantry is connected by “Chute”. A chute is a pipe that connects the
senders’ and the receivers’ end. It acts by the principle of gravity or
pneumatical suction and it is a mode of easy transportation of materials from
one end to another. Usually in floor pantry there are two types of chutes-
a) Laundry chute connecting the floor pantry and the linen room.
b) Garbage chute – connecting the floor pantry and the refuse dumping
area.
Horticulture It keeps
Store
a) Various Gardening Equipments – lawn mowers, rakes, pots spades,
buckets, pipes, water sprinklers and sprayers.
b) Fertilisers: Urea, minerals, bone dusts, etc.
Lost & Found This room stores all the lost articles of the guest that are found in rooms and
Section public areas.
Pest Control This section is concerned of fighting and controlling various insects and
pests and rodents– cockroaches, spiders, rats etc.
Key Control Apart form the guest keys which are issued to the guest upon arrival and
controlled by the front desk upon their exit temporarily or permanently
from the hotel, there are two more types of keys.
1. Floor Master Keys: It opens all the locks of the hotels of a particular
floor. These keys are controlled by the control desk and are issued to
the shift supervisor after a signature is obtained on the register.
2. Hotel Master Keys: It opens all the locks of the hotel. It has two sets.
One is maintained by the cashier and the other is kept by the control
desk.
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The Housekeeping Staff The duties and responsibilities of a house keeping staff are as below:
& their Duties &
Responsibilities
Executive She is required to coordinate the function of the Housekeeping staff and is
Housekeeper responsible and finally accountable for the cleanliness and maintenance of
the hotel.
Assistant These personnel are responsible for managing the resources as per the
Housekeeper. direction to be forwarded by the executive housekeeper. The responsibility
of this particular post includes the cleanliness, maintenance and
attractiveness of the hotel.
Public Area The garden, the portico, the lobby, the staircase, the corridors between the
Supervisor. rooms is the public areas. This person is allocated with the duty of looking
after the cleanliness of these areas along with the outlets and the offices.
Linen room She is solely responsible for acquisition, storage, issue and cleanliness of
Supervisor. linen in its various forms.
Desk Control This person’s responsibility is to receive all complaints, information, etc.,
Supervisor and communicate them to the other concerned housekeeping staff and to
other concerned departments.
Uniform These personnel are closely associated with the Linen Room Supervisor
Supervisors limiting her attention towards the staff uniform.
Helpers These personnel are found in Laundry, Linen Room, Uniform room assisting
the operation by doing manual work in transporting linen, counting, etc.
Room They comprise of chambermaids and room boys. They are involved in
Attendants cleaning or guest rooms and the bathrooms.
Housemen Responsible for carrying out heavy physical cleaning required in guest
rooms and public areas.
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Cloak Room Responsible for cleaning, for cleanliness, maintenance and service in public
Attendants areas.
Horticulturist This person ensures smooth supply of natural beauty with respect to
gardening, plantations, flowering of plants, provide consultation of upkeep
of outdoor and indoor plants, the spraying of manures etc., to the gardener.
Gardeners They are involved in the actual work of digging, planting , watering of the
plants, mowing of the grass, maintenance of outdoor and indoor plants, etc.
The Functions of the The functions of the housekeeping department can be broadly divided into
Housekeeping
Department
1) Cleaning Activities:
a) This is the basic job of housekeeping. They comprise of room
cleaning. For this they have to employ various cleaning
equipments and cleaning agents.
c) Here the laundry and linen room is also taken into account so that
bed sheets, towels, serviettes, tablecloths, any linen is spotlessly
clean when given to a guest.
The Housekeeping After the housekeeping floor supervisors are allotted with the floors along
Cleaning Operations – with their team of room attendants they would come to their respective
The Cleaning Supplies
and the equipments.
floor and arrange their equipments needed to clean the rooms.
A caddie is a handheld carrying case that can be easily brought into the
guest’s room.
This is put in the trolley which would carry towels, bed sheets, glasses
tumblers, vacuum cleaners and other items required to clean the room.
Each night these trolleys and caddies are restocked by the floor supervisor
and the attendants to the trolleys and caddies stationed in their own floor
so that the morning staff do not have any difficulty in preparing
themselves for cleaning.
After the room is cleaned the housekeeping supervisor would check the
room with respects to:
Cleanliness
Maintenance Problems
Bathrooms
Guest supplies in the rooms
Supplies in the Bathrooms
Linen.
In addition there are room inspectors who check the rooms in random to
find out if anything has gone out of notice and the concerned floor
supervisor and the chamber maid is asked to replenish them immediately.
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026-HOUSEKEEPING- ORGANISTAION & OPERATION
Sofas &
Dresser Centre table Double Bed
Mini Bar
Luggage &
Shoe Rack
Wash
Room Double Wardrobe
Corridor
Corridor
Toilet Door
T
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The Guest supplies & The amenities and the number & type of guest supplies would vary from
amenities in a Guest hotel to hotel, depending upon the standard and the type of clientele.
Room -
The general supplies that are provided are:
Groups Items
Clothes & Bathroom slippers, Hands free audio, Shower Cap,
Accessories Bathrobe, etc.
A: Bedroom
1. The room opens from a corridor.
2. At the entrance of the room is a narrow passage which is called the
vestibule.
105
104
C 3. At one side there would be provisions for keeping shoes and luggage.
O 4. Opposite to it lie the bathroom and the switch panel.
R 5. Continuing down the room, one side will open up to a space and the
106
103
102
101
b) Sheer Curtain: The ones which are light in nature and are used
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B: Bathroom
1. The bathrooms would have a wash basin with provision for keeping
the bathroom supplies.
2. Water closet with a sanitizing wrap stuck or attached which says
“sanitized for your protection.”
3. Bidet- a low wash basin attached with taps and faucet that allows one
to sit and clean his bottom.
4. Bathtub which includes shower curtain, bath soap, shampoo,
conditioner bubble bath, bathmat, towel rack with bath towels, hand
shower, running hot and cold water.
5. Depending upon the standard there may be provision for steam and
sauna baths.
In the Bathroom:
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The make up of a Bed A guest’s bed consists of the following in the order, from bottom, as
& below:
The Bed Making
Procedure
1. Mattress
2. A protector on top as a cover
3. A bed sheet right side facing up
4. Second bed sheet with the right side facing down
5. Blanket.
The Evening Service- The turndown service is a service done in the evening to make the room
Turndown Service look warm and inviting to the guest.
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027A-FOOD PRODUCTION- THE ORGANISATION CHART
SOUS CHEF
CHEF DE PARTIE
ABOYEUR/
CHEF DE BARKER CHEF CHEF PANTRYMAN/ CHEF
BANQUET D’INDIENNE/ ENTREMETS STILLROOM COMMUNAR
INDIAN COOK IN-CHARGE
COMMIS/APPRENTICE
UTILITY STAFF
Introduction The type of staff arrangement in a kitchen depends upon the type of outlet and
the menu it serves. As for example, a multi cuisine restaurant will have more
elaborate kitchen having more sections than a particular ethnic restaurant
serving dishes of a particular region.
i) Providing all meat, and poultry, game and offal dishes with exception of
those that are plain, roasted or grilled.
ii) All meat dishes are cooked and garnished.
iii) Provide all basic and finished sauces served hot, that are generally
required by all the parties in the kitchen.
iv) Preparation of dishes that come under “Plat du Jour” Menu.
v) Preparation through cooking methods such as braising and boiling.
vi) Mise-en-place for the dishes on the Banquet Menu.
The section is headed by Roast Cook (Chef Rôtisseur). The grilled dishes
are however delegated to the Grill Cook
i) Provision of all fish dishes with exceptions of those that plain, grilled or
deep fried.
ii) As a part of mise en place
a) The preparation of the following basic sauces: béchamel, white
wine sauce, fish veloute, hollandaise and melted butter.
b) Preparation of a number of garnishes, which are required to be done
before the service in each service period. As there are so many
varied preparations of fish dishes, the mise en place got to be very
extensive. This helps in preparation of number of dishes like
meunière and poached.
The mise en place of this section is carried out according to the menu
requirements.
All sorts of Indian breads (chappaties, phulka, poories, bhathura) and rice
and rice dishes- (pulao, biriyani, khushka), etc.
Vegetables (bhajees and curies).
Meat (including egg dishes).
Tandoor (Seekh kebab, boti kebab, Tandoori chicken, Indian breads –
nan, kulcha, Tandoori roti.)
Indian sweets (Halwai) – (jalebis, rasgullas, rabri, malai).
Further more a huge part of the Indian population is vegetarian. Keeping such
requirement in view there can be a sub-division of Vegetarian Section and
Non-Vegetarian Section.
The section is headed by Indian Cook (Chef Indienne). The sweet cook is
known as Halwai Cook.
h)Pastry Section The work of this section is normally separated from the main kitchen and is
independent in the matter of cold storage.
i) All hot and cold sweets comprising of puddings and soufflés for
lunch and dinner.
ii) Pastries and cakes for afternoon tea and other occasions.
iii) Various pastries – short crust and puff – patties and pastry cases for
stuffing of various savoury dishes, for the sauce and the vegetable
section.
iv) Frying batters for making noodles which is passed on to other
sections.
v) Sorbets and water –ice.
vi) Ice creams and ice cream based dishes, excluding ice cream based
beverages.
vii) Sweet omelets, coloured sugars for garnishes in cakes or to make
flower baskets, icing sugars, fondants, and other forms of various
sugar based decorations.
viii) Where such section has a bakery then preparation of Bread rolls for
lunch and dinner and various types of bread- white and brown,
croissants, muffins, etc. for breakfast, which is passed over to the still
room for dispensing during those service periods.
a) The Executive He is the head of the kitchen. The word “chef” in English means
Chef King. He carries the full responsibility and must be a person who can
hold command both in administration and also production of various
dishes.
d) Barker This person is responsible for calling out the order to different
sections and co-ordinate the service between the kitchen hot plate and
the food service outlets.
e) Sauce Cook The cook is responsible for making various sauces and prepares meat
dishes that do not undergo roasting or grilling. He is the future Sous
Chef and may be the Head Chef in the making.
f) Roast Cook He is responsible for all roast and grills of meat, poultry and game,
grilled and deep fried fish, deep fried vegetable, potatoes and
h) Soup Cook The soup cook prepares all type of soups and is responsible for its
garnishes accompanying it. He may have to start his work early and
commands an important position because the soup give an impression
to the customer the about the type of preparation of the other dishes
to follow.
i) Larder Cook The larder involves a wide range of work and the larder cook is the
busiest chef. The larder has various sections, viz. the cold kitchen,
butchery, and store, in each where the larder cook has to supervise.
Apart from storing various prepared and raw food materials of the
kitchen, he also has to supply various carcasses of butcher’s meat,
poultry, game and fish cleaned and dressed according to the
specification. Providing with hors d’oeuvres, cold consommés,
sandwiches and canapés, cold buffet, salads etc. from the cold kitchen
is also his responsibility.
k) Pastry Cook The pastry cook commands a different status which is no less than the
larder or the sauce cook. He works independently and his job is
specialized. He prepares hot and cold puddings, cakes, pastries,
breads, bread rolls, etc. he is also responsible for making various
decorative objects from sugars and also for supply items of pastries to
the main kitchen.
l) Banquet Cook In many large hotels banqueting is a regular and prominent feature
that earns a considerable amount of business. Therefore, it becomes
necessary to have a separate brigade consisting of a Banquet Chef
assisted by one or two commis.
b) Know the time for the party, number of persons attending the
function, special dishes required and any special instructions that
are with the waiters.
c) Co ordinate with the Chefs de Partie with supplying of various
dishes.
d) Provide with the dishes and service on time
e) Ascertain the number of dishes coming from various sections.
f) Know what dishes are finishing and replenishing the same while
the service is on.
g) Make necessary arrangements to carry out completion at service
points.
m) Relief Cook The relief cook takes over the duty in a section when its chef goes for
leave or has his day off. This person is usually a senior commis
having capability and knowledge of various dishes prepared in
various sections.
n) Breakfast The breakfast cook starts his day early. He is not in the rank of chef
Cook de Partie but he is required to be skilled enough within his limited
field. He is responsible for the breakfast service. After the breakfast
service is over he makes the mise en place for the service for the
following morning. Apart from his breakfast duties he may also assist
the soup and the vegetable cook.
o) Staff Cook In smaller establishments the duty meals for the staff is prepared by
different chefs de partie. In large hotels there is a separate kitchen
that prepares the meals. The food is meant for lower or supervisory
staff. The executives eat their meals in restaurants. While preparing
meals the chef must see that the dish is wholesome but inexpensive.
Staff.
p) Kitchen Porter This section is responsible for carrying out various duties apart from
cooking, as and when required. It is headed by the head porter who
controls the issue and collection of kitchen linen – staff uniform,
dusters, etc., from the laundry. Although the job require a very little
skill, but nevertheless by proper training and monitoring they can
become a valuable member of the brigade.
q) Commis The commis are those who have joined after graduating themselves
from catering schools. The lowest category being commis III form
where they are required to come to the position of commis I.
B Cooking Medium: They are fat, water etc in which the food is cooked.
C Raising Agent: They consist of materials which incorporates the air inside
the food and allows it to be light and fluffy.
D Eggs: The uses of eggs are numerous. Apart from adding to the nutritive
value of the food or improve the flavour and colour or even used to
decorate a dish, they also can be used as below:
i) When beaten they incorporate air and when that is added to the food
the food is light.
ii) It is used as binding agent
iii) As thickening agent
H Sweetening: This is not as essential as salt but the lack of it will affect the
texture of the food.
I Thickening: These items make gravies thick and give the desired
consistency.
Texture By texture it is meant to what extent the food is crispy, soft, hard etc.
The Methods of The Different methods by which a food can be cooked are:
Cooking
A Roasting Cooking on open fire where the food is brought in direct
contact with the flame (barbeque) or cooking in a closed
chamber (in an oven) where the food is subjected under open
heat with fat.
Sauté: Its stir frying where the fat is just smeared on the
utensil where the food is cooked.
K Broiling Cooking food by direct heat in a pan where the heat comes
from the bottom.
Stock Stock is an unsalted flavoured & nutritious liquid extracted from meat, fish
or vegetables and are used as foundation for sauces, soups and stews. They
are made by simmering the ingredients in water on a slow fire overnight for
about 12 hours and continuously the scum formed is being removed till all
the nutrients are extracted. Mainly fresh bones of meat with portions of fat
removed, cuttings from fish or peels of vegetables are used. Depending on
what ingredients used they are termed as Meat stock, Fish stock or
Vegetable stock. The liquor thus obtained is separated either by decantation
or strained by passing through a sieve.
(b) Brown Stock: The bones are fried or roasted and then submerged in
cold water with other aromatic ingredients – parsley, carrots, bay
leaf etc. The colour imparted is brown and hence called as Brown
Stock.
E.g. of Stock: Beef Brown Stock, Mutton Brown Stock, etc.
Uses: Soups: – Any Consomme, French Onion Soup etc.
Sauces:- Espagnole Sauce, Devilled Sauce, Brown Chaud-
froid Sauce.
Gravies
Gravies are basic liquid foundation in Indian Cookery. They are of three
basic types – White, Tomato (Red) & Brown.
a) White Gravy:
1. Grind dry together: cashew, peanuts and bread.
2. Grind wet together: onion, ginger, chilies, and poppy seeds with
milk.
3. Heat fat in a heavy pan; add onion mixture, sauté for 3-4 minutes.
4. Add curds and cook, stirring continuously till whiteness of curds
disappears.
5. Add milk, bring to a boil, add sugar, salt, dry mixture, spice
powder, cream.
6. Stir gently till boil resumes. Add vegetables, etc. at this stage.
7. Cook covered for few minutes till thickened.
8. Garnish with grated cheese, coriander and cherries
c) Brown Gravy:
1. Dry roast wheat flour to a light pink, stirring continuously. Keep
aside.
2. Heat oil, add onions, fry till well browned. Drain well by
pressing, putting back oil in pan. Cool onions a bit. Grind in
mixie. Keep aside.
3. In remaining hot oil, add cumin seeds allow to splutter.
4. Add asafoetida, capsicum, ginger, and garlic stir fry for a minute.
5. Add all dry and ground masalas, flour, stir well.
6. Add tomatoes, tamarind water, salt, and stir.
7. Simmer till gravy is thick and oil starts to separate.
8. Add prepared basic ingredients- prepared meat/fish/vegetables
and stir, keep cooking for 2 minutes.
9. Finish with a garnish of chopped coriander leaves.
In continental cookery there are six basic (mother sauces). They are so
called because all other sauces are derived from them. They can be either
hot or cold. Their basic ingredient is flour, tomato, or egg.
They are:
Basic Ingredient
Flour Tomato Egg
(a) Béchamel Sauce (a) Tomato Sauce (a) Mayonnaise Sauce
(b) Velouté Sauce (b) Espagnole Sauce (b) Hollandaise Sauce
A brief description of how they are made and their ingredients used are
given below.
brown roux.
Method: A brown roux is made with flour and butter. Tomato puree
is added to make the mixture smooth and avoid formation of lumps
on a gentle fire. The product is then simmered for 4 to 6 hours.
Classification of Soups
SOUPS
COLD HOT
(UNPASSED) (PASSED)
BROTH CONSOMME
PASSED
CONSOM
ME
These consommés take the name from the garnish by which they are
made.
E.g. Consommé Breton, Consommé Carmen, Consommé Royale
d) Chowder: These soups thick heavy soups from America. Their bases
are tomato or milk with seafood, potatoes, onions, pieces of bacon
and various seasonings for flavour.
E.g. Oyster Chowder, Prawn Chowder etc.
A The thin cold soups are cold consommés made in the same way as the
hot consommés, but then later chilled to jellied consistency.
E.g. Consomme Madrilène, Consomme l’essence, Consomme en tasse.
B The thick cold soups are cold creamed soups which are essentially
purees of vegetables or fruits thickened with cream.
E.g. Vichy Choise, Melon Soup.
Potato Preparations
01 Allemande Cook potatoes in their jackets, peel and cut into thick rounds and well
Potato butter. Serve hot.
02 Allumettes Cut potatoes into match stick shapes fry in deep fat. Add salt just
(Straw Potato) before serving.
03 Anna Potato Cut potato in cylindrical shape into slices of 1/16” thick. Grease Anna
mould with butter and cook in the oven.
04 Arlie Potato Mashed potato, scooped out from baked jacket potato which is mixed
with chopped onion, butter and cream and then piped back into their
jackets and put under a salamander with cheese topping.
05 Baked Potato Wash and wipe equal sized potatoes with their skins. Place in a bed of
(au Four) salt and bake in oven. When cooked make slits- cross and open by
pressure from either sides. Place a dot of butter and a sprig of parley
and serve hot.
06 Boulanger Slice potatoes and onions and sauté. Season, add stock and cook in
Potato oven.
07 Chateau Potato Turn the potatoes to the shape of large olive, blanch, sauté in butter
and place in the oven for finishing and cooking.
08 Chips Cut slices of potato very thin. Deep fry till golden brown.
09 Cocotte Potato Pick small sized potatoes. Turn them into shape of olive, blanch, sauté
in butter and place in the oven for finishing and cooking.
10 Creamed Cook potato in shallow water, peel and slice. Moisten with milk and
Potato butter. Season and bring to boil. Add cram before serving.
11 Del Monaco Cut potato in dices in ½”. Place in a tray, add milk, sprinkle bread
Potato crumbs, dot with butter and place in the oven for cooking.
12 Duchess Potato Mash potato with egg yolk, milk, butter, nutmeg and seasoning. Stir
well till it leaves the side of the pan. Pipe the mixture (appareil)
mixture into rosettes, brush eggs and put in the salamander to brown
on top.
13 Fondantes Turn the potatoes into drum shape in the size of eggs. Sauté in butter
Potato and place in a tray. Add stock and seasoning and finish the cooking in
the oven.
14 Fried Potato Cut potato in 2” length and ½” square and then deep fry.
(Finger Chips)
15 Hongroise Chop onion, sauté in butter and sprinkle paprika. Add tomato concasse
Potato and large roundels of potatoes. Add stock, cook and then place in oven
and finish. Sprinkle chopped parsley and serve hot.
17 Lyonnaise Slice potato and sauté them. Then sauté slice onions and mix together.
Potato Season. Place in a tray and finish in the oven.
18 Macaire Potato Baked jacket potato mashed, seasoned and then mixed with butter.
Then they are shaped into balls and thereafter flattened, dusted with
flour and sautéed in butter.
19 Maître d’hotel Cook potato in shallow water, peel and slice. Moisten with milk and
Potato butter. Season and bring to boil. Add cream and parsley before serving
20 Mignonette Cut potatoes double the matchsticks and then deep fry.
Potato
21 Mousseline Mashed potato, adds whipped cream, mix well and serve hot.
Potato
22 Pailles Potato Cut potato in large julienne and then deep fry.
23 Parsley Potato Shape the potatoes, cook in a steamer and season. Sauté in melted
butter and chopped parsley.
Introduction A salad is a dish made up of a single or multiple food items usually consisting
&Definition of vegetables such as carrots, beetroot, tomatoes, onions, celery, potato or,
fish, egg, meat, chicken, served cold, well seasoned, having a strong and
spicy taste, and presented in a crisp, colourful state. It consists of three parts:
b) The Body: This is the most important part of the salad. It consists of the
actual ingredients used – salad greens, fruits in moulded aspic jelly,
sliced cooked potatoes, raw cabbage, tomato stuffed with tuna fish, dices
or strips of chicken and meat, etc . Therefore, it gets its name from the
c) The Garnish: This intends to add the eye appeal of the finished product
and it may also improve the taste.
The Purpose of Salads take an important position in the meal. It can be served as an hors
salad d’oeuvre when served at the beginning of the course being served in small
quantities. It can be served as a main dish, or a course as a salad course, and
even can be served as an accompaniment to entrees and main courses.
The Importance The most essential requirement of a salad is it should be piquant and well
of Salad seasoned apart form being cold, crisp, colourful and attractive.
Dressing
Vinaigrette A dressing consisting of olive oil and vinegar as the main ingredient mixed in
Dressing varied proportions in various types of derivatives- namely French, English
and American and with seasonings and mustards to enhance its taste.
a) French: 3 parts of oil and 1 part of vinegar with French mustard and
seasonings.
b) English: 1 part of oil and 2 parts of vinegar with English mustard and
seasonings.
Acidulated 3 parts of thin cream and 1 part of vinegar or lemon juice, salt and pepper.
Cream Dressing
02 Assorted Cold Cuts Cold hashes of roast mutton, roast chicken, Vinaigrette
roast beef, smoked ham, salami, on a bed of
lettuce and finely chopped cabbage, garnished
with vegetables like cold boiled broccoli,
olives, gherkins, radish, etc.
04 Caesar Salad Golden brown fried white bread of 5mm cube Egg, garlic and
on a bed of lettuce leaf, with quarter boiled egg, olive oil
cheese, croutons, anchovies and seasonings.
08 Fish Mayonnaise Fish mayonnaise with tomato and parley for Mayonnaise
decoration
10 Fruit Salad Diced assorted fruits – apples, pineapples, Sugar syrup with
banana, mango cherry, etc. a few drops of
brandy or apple
wine.
11 Greek Salad Thickly cut slices of tomatoes with green Olive oil and
pepper, de-seeded cucumber, olives, and cheese lemon juice
seasoned and then garnished with crumbled
cheese and serve with pita bread.
12 Japonaise Salad Tomatoes, pineapple, orange dices and lettuce. Lemon or cream
dressing.
13 Lobster Salad Boiled cold lobster mixed with mayonnaise on Mayonnaise
a bed of lettuce, decorated with olives and
parsley
15 Niçoise Salad Flakes of tuna with tomatoes, olives, cucumber, Garlic dressing,
beans and eggs cut into quarters, garnished with sprinkled with
anchovy fillets. chopped parsley
and basil
18 Spiced Duckling & Roast shredded duckling meat, flavoured with Olive oil mixed
Orange Salad curry powder and marmalade, seasoned and with white wine
decorated with orange slices, thin strips of duck vinegar and
skin, chives and parsley. mayonnaise.
20 Waldorf Salad Pieces of celery apples and halved and shelled Thin Mayonnaise
walnuts.
Cheese
Definition Cheese is obtained from pure fresh milk, cream or milk and cream
mixed together.
Process of making The quality of cheese, which includes the character, texture and
Cheese flavour, and the climatic condition, depends upon
a) Quality of milk.
b) The source of milk. The source may be cow, buffalo or soybean.
c) The type of feed the cattle gets
d) The ambient temperature, moisture, etc. that prevails in the area
of manufacture
Classification of Depending upon the type of milk used and the method of
Cheese manufacture, cheese is divided into four categories:
Hard, semi-hard or soft cheese depends upon the type of cheese, and
pressure is applied; hard cheeses are subject to heavy pressure while
cream cheese is subject to light pressure.
Blue Vein cheese are made by pressing the cheese and then after
passing copper wires through them they are injected with a type of
penicillin mould which renders the cheese having a bluish tinged net
all over it inside.
Cottage Cheese is made by curdling milk and the curd thus obtained
The ABC Of Hospitality 200
029-FOOD PRODUCTION- A BRIEF KNOWLEDGE ON FOOD MATERIALS
is tied in a muslin cloth and subjected to pressure till the curd sets and
the water drains off.
A Cookery: As for
i) Paneers can be used in curries and pakodas.
ii) Garnish in soups.
iii) Grated and used as a covering as in Au Gratin.
iv) In sauces – Cheese Sauce.
B Served: As for
i) Salads
ii) In sandwiches
iii) Canapés
iv) Hors d’oeuvres
v) Savoury.
When served in savoury course then it is served from
assorted cheese tray or cheese trolley and served on to
guest’s plate with the aid of cheese knife.
Vegetables
English Hindi
Bitter gourd Karela
Brinjal Eggplant
Cabbage Band gobi
Capsicum Shimlai mirch
Carrot Gajar
Cauliflower Phool gobi
Coriander leaves Dhaniapatta
Cucumber Khira
Mint Pudina
Mustard leaves Sarso ka saag
Pumpkin Kaddu
Radish Moolie
Spinach Palak
Turnip Shalgam
Water chestnut Paani singara
Fruits
English Hindi
Apple Sev
Apricot Khoomani
Banana Kela
Custard apple Sharifa
Grapefruit Chakorta
Grapes Angoor
Guava Amrood
Lemon Nimbu
Mango Am
Papaya Papita
Peaches Arhoo
Pineapple Anaras
Plum Aloobokhara
Pomegranate Anar
Sweet lime Musambi
Spices
English Hindi
Asafœtida Hing
Bay leaf Tejpatta
Cardamom Elachi
Cinnamon Dalchini
Cloves Laung
Coriander Dhania
Cumin Zira
Fennel Saunf
Fenugreek Methi
Hot spices Garam masala
Mace Javitri
Nutmeg Jaiphall
Oregano Ajwain
Red Chillies Lal mirch
Turmeric Haldi
Names of some Herbs are leaves or plants that are used fresh or dry to
Herbs & herb
mixtures
a Flavour
b Garnish
c Stimulate palate
d Act as preservative
e Season the dishes
f Impart medicinal value.
Herb Uses
Oregano Meat, sausages, soup, pizzas
Chervil Garnish in salads. Flavouring hollandaise sauce
Chives Flvouring salads and garnishing soups.
Dill Garnishing salads, white meat dishes, salmon
Marjoram Stuffing, roast pork, cream soups.
Rosemary Lamb dishes and barbequed meat
Tarragon Used with fines herbes mixture- in sauces
Thyme Rubbed over beef or lamb before roasting, bouquet
garni.
How some mixture of herbs are used in cookery.
Cuivre Copper
Cure-dont Tooth pick
Dariole Small beaker shaped mould
Darne Thick slice of fish with central bone left in
Datte Date- a sticky fruit form date plant
Daube Method of stewing
De brasseur To clear
De brasseur la table Clear the table
De jour Of the day e.g. menu of the day: carte de jour.
Déboucher To open or uncork a bottle
Décanter To pour liquid form one container to another leaving the sediment behind.
Décorer To decorate
Déjeuner Breakfast
Délayer Dilute
Demain Tomorrow
Demi glace Thin stock flavoured and coloured, used as adjunct to brown sauce.
Dessert Fruit course
Dessous de bouteille Coaster
Détrompe To soak
Diable Grills prepared with hot spices. (literally - Devil.)
Dinde Hen turkey
Dindon Cock turkey
Diner Dinner
Dissoudre Dissolve
Dorer To brush with egg wash before baking to give glaze or shine to the food.
Duxelles Fine minced stuffing of onions, mushrooms, etc.
Eau Water
ébullition Boiling
écailler To scale a fish
écaler To shell (like to shell peas)
échalote Shallot
écorcer To strip or peel
écumer To skim- soup or stew
embouteiller To bottle – to bottle a wine
embrocher To cook on a spit
émincer To cut in thin slices.
Ensuite Afterwards
Entier Whole, entire.
Entrecôte Fillet form the sirloin of beef.
Entrée Meat dish with sauce. Modern usage – denotes all meat courses.
Entremets Sweet course
Enveloppe Envelope or wrapping
Envoyer To send
épépiner To de-seed fruit
Epices Spices
éplucher To peel
Escargot Edible snails- a delicacy
été Summer
Etuver To steam
Fade Tasteless
Faisan Pheasant
Faisander To hang meat after killing to make it tender
Farce Stuffing
Farcir To stuff
Faience Earthenware
Farine Flour
Fécule Starch- thickening for soups and sauces.
Fenouil Fennel- a pungent vegetable
Fève Broad bean
Filet de bœuf Fillet of beef
Filet mignon Fillet form saddle of lamb
Filtre café Filter coffee
Flageolet White beans
Flambé Flamed with spirit of liqueur
Flute á Champagne Champagne Flute – a glass in which champagne is served.
Foie Liver
Foie gras Liver of fattened goose
Fond Bottom
Fond d’artichaut Artichoke bottom
Fond Blanc Basic white stock
Fond Brun Basic brown stock
Fond de veau Back of veal
Four Oven
Fais / Fraîche Fresh
Fraise Strawberry
Framboise Raspberry
Frapper To ice of mix with ice.
Fricassée White stew of veal or poultry
Fourchette Fork
Frite Fries
Fromage Cheese
Fumet Essence of fish or poultry with herbs
Fruit de met Assorted shell fish (literally fruits of the sea)
Fumer Smoked meat or fish
Flourens Crescents or shapes of puff pastry
Fines Herbes Mixed herbs- parsley, thyme, etc.
Garçon Waiter
Garnir To garnish, decorate or to accompany.
Panais Parsnip
Pané Covered or fried in bread crumbs
Paner To coat with breadcrumbs before cooking
Paner To cover with breadcrumbs
Panera Breadcrumbs
Panier Basket
Papillote Grease proof paper
Parer To peel or trim
Pasta Dried pastes – spaghetti, lasagna
Patate Sweet potato
Passoire à thé Tea strainer
Pastèque Water melon
Pâte Paste or pastries
Paupiettes Slices of meat or fish, rolled and stuffed
Pavot Poppy
Patisserie Pastries
Paysanne( à la) Literally means farmer; a type of garnish with uniformly cut fresh vegetables
Pêche Peach
Pécher To fish
Pelle a gâteaux Pastry slice
Pelure Rind or skin
Perdreau Young partridge – a game bird
Perdrix Partridge
Persil Parsley
Petit pois (pois) Green peas
Pied Foot
Pilaf Rice cooked in the oven (pulao)
Plier To pound or crush
Pincer To colour slightly in the oven
Pince de forgeron Lobster tong
Pince de sucre Sugar tong
Pince de glace Ice tong
Pintade Guinea fowl – a game bird
Piquant Spicy or sharp tasting
Pipe Icing tube
Pistache Pistachio nut
Plat du jour Literally Plate of the Day; i.e., Speciality of the Day
Plat Maigre Vegetable dish
Plateau Tray
Pocher To poach
Poèle To casserole in butter
Poêle Frying pan
Poire Pear
Poireau Leek
Poisson Fish
Poivre Pepper
Pomme de terre Potato
Pomme Potato
Porc Pork
Porcelaine China crockery
Pot à eau Water jug
Porte cure dont Tooth pick holder
Potage Soup with vegetables
Pot bière Beer mug
Potiron Pumpkin
Poularde Fowl
Poule Hen
Poulet Chicken
Poulpe Octopus
Poussin Baby chicken
Prendre la commande Take command
Printemps Spring
Profiteroles Small balls of cooked choux paste
Prune Plum
Pruneau Prune
Queue Tail
Queue de bœuf Ox tail
Quenelles Poached dumplings of forcemeat
Radis Radish
Ragoût Brown meat stew
Raisin Grape
Raisin de Corinthe Current – a type of berry like fruit
Rassir To go stale
Rave –
Turnip
Grosse Rave
Romarin Rosemary
Rôti Roast
Roux A mixture of equal quantity of flour and butter
Rosbif Roast beef
Rosé Pink ( in relation to wine colour)
Safran Saffron
Saignant Rare done meat
Salade Salad
Saladier Salad bowl
Salaison Salting
Salamandre A gas over grill
Salière Salt cellar
Salle à manger Dinning hall
Salmis Stew of game birds
Salpicon Diced mixed food bound with sauce
Sang Blood
Sardine Sardine – a small fish
Saucer To pour sauce
Saucière Sauce boat
Saucisse Sausage
Sauge Sage – a herb
Saumon Salmon – fish
Saumon fumé Smoked salmon – a popular hors d’ oeuvre
Sauté Browned in butter, fat or oil; stir-fry
Sauteuse Sauté pan
Seau à Champagne Champagne bucket
Sec Dry in relation to taste of wine
Sel Salt
Selle Saddle of lamb or veal
Semoule Semolina
Service à Café Coffee service
Singer To sprinkle with flour
Sole Sole – a flat sea fish
Soubise Onion pulp or sauce
Soucoupe Saucer
Soupe Soup
Souper Supper
Sous Tasse Literally means under cup; i.e. saucer
Sucre Sugar
Sucre cristallise Granulated sugar
Sucre cube Cube sugar
Sucrier Sugar bowl
Suer Sweat – to cook in pan without browning
Supremes Fillet of chicken from breasts
Table Table
Table de service Service table
Table d’hote Menu of the day
Tabouret Stool
Tamiser To strain through a muslin
Tapis Cloth or cover
Tartelette Tartlet
Tartare A derivative of Mayonnaise sauce – served with fried fish
Tasse Cup
Tasse à café Coffee cup
Demi tasse
Literally means half cup, so named because the cup having half the volume of breakfast
cup. Means cup in which certain speciality coffee and after dinner coffee is served.
Temps Weather
Terrine Earthenware pot.
Also applies to pate of liver and pork
Tête de Veau Veal’s head
Thé Tea
Thon Tuna fish
Thym Thyme – a herb
Tiède Lukewarm or tepid
Tire bouchon Corkscrew
Tomate Tomato
Timbale A conical mould or dish named so when cooked in this mould
Torréfier To scorch
Torchon A cloth for cleaning
Tranche Slice
Trancheur Carver; usually a kitchen staff engaged in the service area for portioning joints of meat
Tournedos Round fillet steak
Tripes Tripe
Truite Trout – a fresh water fish
Truffe Truffle – a circular mushroom type fungi
Vache Cow
Vaisselles Dishes (plates)
Vanille Vanilla
Vase a fleur Flower vase
Veau Veal
Velouté A mother sauce prepared with brown roux and stock from chicken, fish, meat or beef.
They are named in accordance to the stock from which they are made.
Verre Glass tumbler
Verre à glace Ice cream glass
Verre à pied Stemmed glass
Viande Meat
Vin Wine
Vinaigre Vinegar
Vinaigrette A dressing for salad where vinegar is used as the base
Vinaigrier Vinegar cruet
Vol au vent Round case of puff pastry- filled with savoury stuffing
Volaille Poultry – a large chicken over 1 kg in weight
Zeste Zest – the yellow film of the rind of orange or lemon.