UNIT-1

EVOLUTION OF THE CATERING INDUSTRY

A hotel or inn is defined by the British law as ‘a place where a bonafide traveler can receive food
and shelter, provided he is in a position to pay for it and is in a fit condition to be received’.
The hotel must provide food, beverage and lodging to travelers on payment and has in turn, the
right to refuse, if the traveler is drunk, unkempt or not in a position to pay for it.

The word HOTEL has derived from the Latin word “Hospitum” the hall in a medieval monastery
where guests were given hospitality. It became “Hospice” then “Hostel” and eventually “Hotel”.

The hotel industry is perhaps one of the oldest commercial endeavors in the world. The first inns go
back to the 16th century BC.

The monasteries provided shelter for the religious orders and the pilgrims, while the soldiers never
had any trouble finding bed and board. It must have been in this scenario, that some ingenious
villager or farmer saw the potential in providing, at a cost, lodging to tired travelers.

These conditions prevailed for several hundred years. In England public houses were normally
called “inns” or “taverns” The advent of the industrial revolution in England brought ideas and
progress in the business of inn keeping. The development of the railways, steam engines, and steam
ships made traveling more prominent. The industrial revolution also changed travel from the
earlier social reasons to include travels for government purposes, business, etc.

The lead in hotel keeping was taken by the nations of Europe, especially Switzerland. It was in
Europe that the birth of an organized hotel industry took place in the shape of ‘chalets’ and small
hotels, which provided a variety of services. Around 1760, a type of establishment came into vogue,
in Paris called hotel garni, or a large house in which apartments were let by the day or week or
month. Hotels with managers, receptionists and uniformed staff arrived gradually. By the beginning
of the 19th century, Scotland also started providing inexpensive but well furnished luxurious rooms
for travelers. The idea of the resort hotels in Europe also developed at this time. In North America,
accommodation for travelers followed a similar pattern as in England, but at the turn of the 18 th
century, several cities of the eastern seaboard had purpose-built hotels and in the 1 st half of the 19 th
century, hotel buildings spread across America to the pacific coast.

Managing dining services is a relatively new concept of food and beverage

operations throughout the world. In the 19 th century even those people who could afford to eat out
generally did not. In America, the situation started to change in 1827, when the Delmonico brothers
from Switzerland opened a pastry shop and café in New York City. After they opened their first
restaurant few years later, the art of food service began to be recognized as an important part of the
dining experience. No longer was it enough simply to serve good food in a public place, it also had
to be served courteously and graciously, accompanied by the best wines in pleasant surroundings.

The arrival on the hotel scene of another Swiss man, Caesar Ritz did much to alter attitudes towards
public dining in Europe. When Ritz met August Escoffier in 1880, the stage was set for European
dining fashion to change. They had exacting standards with superb cuisine impeccably and stylishly
served. Public dining gained respectability and by the turn of the century, it had become proper
even among the staid upper classes of London.
In the 20th century, the idea of chain hotels was developed by Mr.E.M.Statler. It involved a big
investment, big profits and skilled professionals to manage the business. The depression in1927
and the outbreak of the world wars led to the development of two new concepts; motels and
international chain operations. The establishment of the different catering schools to produce
trained and skilled professionals to face the challenge of the rising industry of the day obviously
followed.

Some of the other interesting milestones in the growth of hotel industry are:

 Indoor plumbing introduced in hotel industry- 1834

 Steam elevators were first used in hotel in 1853
 The Netherlands hotel in New York City was the first to have telephones in the rooms
in 1894.

GROWTH OF HOTEL AND CATERING INDUSTRY IN INDIA

The development of the hotel and catering industry is often attributed to the development of
transportation in a country. In India, resting houses called serais and dharamshallas were
established on high ways by kings and emperors of the ancient and mediieval periods.

This gradually changed with the advent of the Europeans. The movement of people both political
and pilgrimage stressed the need for better and improved facilities to cater to the varied needs of
the various classes of the society.

In india, the development of catering can also be attributed also to the legacy left by people
belonging to different cultures and ethnic groups who have ruled her. The moguls, the French, the
English all brought their culinary art. The development of catering in India as we see it today is
chiefly due to the British, who had introduced hotels and restaurants similar to those found in
Europe.

Most of the modern hotels that sprouted were managed by European families. The Bombay hotels
were opened in 1799. The first hotel to give a la carte and table de hote menu was British hotel
which was started by Pallonjee Pestonjee in 1945. Then came the Auckland hotel in Calcutta and
Connemara hotel in madras in the year 1870 by E.A.Oakshroff. But now this property belongs to taj
group.

In 1902, the Indian hotels company was started by Jamshedji Nusserwanji tata. In 1903 he raised
finance invested his own money, hired the best architects and craftsmen and build the exquisitely
beautiful Taj mahal hotel in Bombay with 220 rooms. In 1971-72, a beautiful palace of Rajasthan
was linked up to the taj, the lake palace in Udaipur, a marble dream, afloat lake pichola and the
rambagh palace, originally created at the height of rajput splendor in jaipur. This chain was born.

In 1974, a new company “the oriental hotels limited” built the taj coromandel hotel in madras. Fort
aguade beach resort was added to the taj group which was built by Indian resorts hotels ltd

Mohan Singh Oberoi took Carlton hotel in shimla on lease in 1927, renamed as Clark’s hotel. He
took a building in 1933 and built grand hotel in Calcutta. Oberoi hotel pvt. Ltd. Was renamed as east
India hotels ltd. And was registered in Calcutta in 1949.
Since the 50’s there has been so many new hotel chains that formed and paved the way to the
present situation of the hotel/ hospitality industry.

THE STORY OF THE TAJ GROUP OF HOTELS

The taj group of hotels is one of the largest chains in India with several hotels abroad also. The
present hotel, the taj mahal hotel, Bombay is rated among the 10 best in the world. The founder of
the house of tatas, Mr. Jamshedji Tata in 1887, formed the Indian hotel company, and built the
exquisitely beautiful taj mahal hotel in Bombay. The door opened in 1903 and has been an
important landmark opposite the gateway of India ever since.

In 1971, the 220-room taj mahal hotel in Bombay was converted into a 325 room hotel, and a multi-
storey structure was built adjoining the original property.

In 1972, the lake palace at Udaipur and rambagh palace in jaipur were linked to the taj and a chain
was born.

In 1974, a new company was floated, which created the taj coromandel in madras. In the same year
the chain broadened with acquisition of the fort aguade beach resort in goa.

In 1976, the fisherman’s cove was built. It is a 30 minutes drive from madras on the bay of Bengal
with a private beach.

In the same year the taj group opened the taj flight kitchen in Bombay catering to both domestic
and international flights.

In 1978, the glittering Taj Mahal hotel was opened in Delhi and this was followed two years later in
Varanasi by the taj Ganges.

In 1980’s saw the rapid expansion of the group- the gigantic taj palace in New Delhi; the Shiv Nivas
palace at udaipur; another flight kitchen in new Delhi airport; the taj residency in Bangalore, at
Ooty; the raj mahal palace at jaipur and the taj view hotel in Agra, Sri Lanka. And the chain
continues to expand in abroad also.

OBEROI HOTELS

Rai Bahadur mohan Singh Oberoi, chairman and founder of Oberoi hotel was born in august 1900 in
bhaun, a small village in what is now Pakistan.

Soon after his marriage in 1922 he arrived penniless in Shimla, and found a job as a front office
clerk in the Cecil hotel at a salary of Rs.40 per month. Some years later he moved to clarks hotel and
gained experience in all aspects of the hotel operations. In 1934, he bought clarks hotel by
mortgaging all his assets and selling his wife’s jewellery.
In the early 1930’s a cholera epidemic struck Calcutta and the grand hotel, the largest in the city
was forced to close. In 1938, Mr. Oberoi acquired the grand and converted it into a profitable
business venture. The Oberoi grand remains to this day Calcutta’s leading hotel.

In 1943, Mr. Oberoi took over the associate of India with eight hotels in northern India including the
Cecil in Simla, maidens and imperial in Delhi, and 4 hotels now in Pakistan. The Oberoi chain grew
rapidly with hotels in Gopalpur, Darjeeling, Chandigarh and Srinagar.

The Oberoi international in New Delhi, which opened in 1965, was the first modern luxury hotel in
the capital. The 35-storey Oberoi towers opened in Bombay in 1978, the tallest building in India.
Runs the

Mr. Oberois dedication to the industry is evident from the Oberoi centre of learning and
development based in Delhi.

Oberoi is now part of the international chain of hotels which has properties not only in India but
also in Australia, Indonesia, Egypt, Sri Lanka, Singapore, Zanzibar and Nepal.

Mr.Oberoi was named as ‘Man of the world’ for 1983 at the annual convention of the international
hotel association in New York and selected as the outstanding hotelier of the year by the hotels and
restaurants international.

INDIA TOURISM DEVELOPMENT CORPORATION

ITDC (India Tourism Development Corporation) that runs the largest hotel chain of India has
largely contributed in the development of tourism industry in India. It was founded in 1965.

ITDC after its formation put in exceptional effort to promote the hotel industry as well as tourism
by developing new hotels and tourism spots.

ITDC launched its first own project for a five star hotel in Bangalore that is Bangalore Ashok and
soon launched another hotel in Delhi in the name of Akbar Hotel and thus started the unending
story of growing upcoming hotels all over India and abroad which has now made ITDC one of the
largest international hotels chains.

The Ashok group of hotel is but the one of the services provided by the state –

Owned by the Indian Tourism Development Corporation. It has the largest network of hotels in the
country. ITDC has promoted the concept of joint venture hotels, both with the state government
and private entrepreneurs for setting up, running and marketing hotels under the Ashok Brand
name.

ITDC runs duty free shops at all the international airports, both in the arrival and departures halls.
Its range of products on sale and the competitive prices make the ITDC duty – free shops a real
bargain in Asia.

The corporation also runs the few restaurants, with specialized cuisine. It has restaurants, in Agra,
en route Agra, in distant Moscow, the soviet capital and in the Wellington, New Zealand.
ITDC has also entered into agreements for running hotels overseas, and the first of its hotels is
underway in Cuba. Other hotel and restaurants project have also been taken over places in the
world.

THE ASHOK GROUP – THE LARGEST CHAIN IN INDIA

The ashok group of hotel is India’s gracious and regal host to leading national and international
visitors. This group is known for its unique mix of traditional Indian facilities that are beyond
compare. The group has 39 hotels in 32 major destination .The range of hotels varies from Five star
deluxe to first class to budget, depending on tourist needs.

The hotels have now been classified into 3 categories –Elite, Classic and Comfort. The

6 Elite hotels are Ashok group’s five star deluxe properties that cater to the up market clientele. The
classic group comprises of sixteen unites that meet the expectations of the business travelers and
mid market guests. The comfort category provides home comfort located across the capital.

The ashok hotel, the group’s flagship, offers the largest conventional hall in India with the capacity
of seating 2500 people and is named after the legendary philanthropist emperor Ashok. The hotels
of the group are the Samrat ,Qutab,Kanishka ,Janpath,Lodhi, Ranjeet and Ashok Yatri nivas- their
names reflecting india’s rich heritage.

Six ashok group of hotels are situated in west India Jaipur,Udaipur,Aurangabad,Kolhapur and
Pune.Udaipur studded with palaces, Lakes and temples has the Laxmivillas Palace Hotel.Jodhpur
,another beautiful city of Rajasthan ,has Ratanada Ashok , Aurangabad ,situated in the heart of
Maharashtra ,is the base for visiting Ajanta and Ellora. Shalie Palace Ashok in the princely town of
kolhapur and Executive Ashok in pune complement the Ashok group in the west.

In central India, the varanasi Ashok situated in the holy hindu city ,provides the base for tourists to
explore the city. Located top Shamlan Hlls in Bhopal is hotel Khajuraho Ashok Built in the shadows
of the famous , thousands years old Khajuraho Temples.Hotel Jammu Ashok, in the north of the
country , provides a convenient base for excursions into the beautiful valley of Kashmir. Manali, in
himachal hills has Manali Ashok.The Bharatpur Forest lodges strategically positioned in the heaven
of indigenous and migratory binds . Agra, the city of Taj Mahal, has hotel Agra Ashok.

Even within a nation as varied as India, the diversity of culture and landscape of eastern India
encapsulates the mystry and beauty of the orient .there are ashok groups hotels at ranchi
,Calcutta,puri and bhubaneswar.The latter is an excursion base for the sun Temple at Konark and
chilka bird sanctuary .Puri combines the pleasure of a sea side resort with the privilege of being one
of the most secret pilgrim centres of India.

The sound proof Ashok at Dum Dum Airport in kolkata is ideal for transit passenger Brahmaputra
Ashok at Guwahati one can explore Kaziranga – the home the of –hornned rhinosors in shillong, the
capital city of meghalaya , the ashok group is represented by pinewood ashok. Japfu ashok named
after one of the picks of nagaland is positioned at kohima.Emphal Ashok nestles in manipur’s
woodit hills.

The ashok group offers a complete Indian experience with an ever – increasing network at taking
care of its guests, with a combination of dependable comfort and traditional Indian hospitability

WELCOMGROUP HISTORY

Welcomgroup is the hotel division of ITC entered in field of hoteliering in 1975 with the opening of
Chola in Madras.2 more hotels, Mughal in Agra in 1976 and Maurya in New Delhi in 1977 followed
in rapid succession. Firmly establishing welcomgroup as one of the fastest growing groups in India.
After 1977 welcom group went into the management operation and marketing of hotels owned
wholly by other entrepreneurs, or jointly with ITC.

Welcomgroup as completely new concept in hoteliering in India .the chain’s philosophy of

individuality was set up by its first 3 hotels ,each of which 2 as its themes a famous density from
india’s passes namely ,Chola ,Mughal, and the Mauryan.

ITC Shereton Management signed an exclu ccession,sive agreement with welcomgroup in 1979,in
the field of marketing and reservation for 3 hotels of a welcomegroup . in 1987 welcomgroup
Windsor manor and sea rock were sheratonised. Welcomgroup Adyar park has been included in
this agreement renaming the hotel as WG park Shereton. Recently opened welcomgroup Rajputana
Palace Shereton Hotel in jaipur has also been brought un ccession,der the Shereton Banner.

All welcomgroup hotels are equipped to meet the most stringent international standards of
efficiency service and state of art technology.

In every hotel , local Indian elements blended beautifully with ,the most sophisticated comfort and
facilities .
 1974 The hotels divisions of ITC Ltd. Eastablished as: Welcom hotels and individuals.
1975 Opening of Welcom group Chola Shereton (Madras)
1976 Opening of Welcom Group Mughal Shereton( Agra)
1977 Opening of Welcom group Maurya Shereton hotels and towers ( New Delhi)
1978 Opening of Welcomgroup Rama International (Aurangabad)
Opening of Welcomgroup Umaidbhavan (Jodhpur)

Opening of welcomgroup Usha Kiran Palace (Gwalior)

1978-79* Rajendra Villas Palace (Mysore)

Hotel at Gorakhpur

1978-86* WG Banjara ( Hyderabad)

1978- 89* Wg Drunk (Bhutan)

1979 Opening of Welcome Group Sea Rock Sheraton (Bombay)

Opening of Welcome Group Royal Castle (Khimsar)

Marketing agreement with Sheraton Management Corp. the second largest hotel
chain in the world

1979-81* Fernhill Palace (Ooty)

1979-88* Welcom Group Cida de Goa (Goa)

1980* Welcome Hotels and Indovilles become Welcome

Group

1980* Welcom group High Land (Kargil)

1980-93* Welcom group Maurya Patna (Patna)

1980 Opening of Welcome Group Bay Island (Port Blair)

1981-82* Palace Hotel at (Bhopal)

1981-82* Palace Hotel at (Bharatpur)

1982 Opening of Welcom group Windsor Manor Sheraton

(Bangalore)

Expansion Of Welcom group Maurya Sheraton Hotel and Towers (New Delhi)

1982-84* Welcomgroup Mumtaz (Agra)

1983 Welcomgroup Gurkha House Boats (Srinagar)

1983-90* Welcomgroup Nilambagh Palace (Bhavnagar)

1985 Opening of Welcomgroup Park Sheraton (Madras)

1986 Opening of Welcomgroup Vadodra (Baroda)

 Opening of Welcomgroup Manjarun (Mangalore)

1988* Welcomgroup Valley View (Manipal)

Welcomgroup Graduate School of Hotel Admn. (Manipal)

1989 Welcomgroup South Park (Trivandrum)

1989* Welcomgroup Nedous (Srinagar)

1992 Welcomgroup Rajputana Palace Sheraton (Jaipur)

1992-93* Span Resorts (Manali)

1993 Welcomgroup Central Park (Bangalore)

The Railway and Airlines have and still do play a major role in the growth of the hotel and
catering industry.

TYPES OF CATERING ESTABLISHMENTS

Flow chart

An organization that provides food and beverage is called a catering establishment. There are a
number of ways of classifying food and beverage operations in today’s catering field. There are
primary catering establishments and secondary catering establishments.

Primary catering establishments

Establishments such as hotels, restaurants and fast food outlets which are primarily concerned with
the provision of food and beverage are called primary catering establishment.

Hotels: the main purpose of hotels is to provide accommodation, which may or may not include the
service of food and beverage. A hotel may be a small family-run unit providing a limited service in
one restaurant, or a large luxury hotel providing service through a number of outlets such as coffee
shop, room service, banquets, specialty restaurant, grill room and cocktail bars. The service in

These types of hotels are usually personalized and the tariff is very high, as they generally cater to
persons of a high social standing. Medium class hotels are similar to luxury hotels, though their
surroundings are less luxurious and the facilities are not of the same standard as those available in
the luxury category. The prices in the various categories of hotels often depend upon the service
and choice of food and beverage that they offer to their clientele.

Restaurants

Restaurants are of different standards. A specialty or an grade restaurant’s objective is the

provision of food and beverage. The food, service and prices are often comparable to those of
similar restaurants in luxury hotels. They offer a wide choice from an elaborate menu and a very
high quality of service

Bars

This is a licensed part of the hotel serving alcoholic beverages. The drinks as well as cocktail snacks
may be provided at the counter, where the guests are seated on high stools/ chairs and the same
will be served at seated tables by the waiter. The main person around whom the bar functions is the
barmaid/ bartender. The atmosphere may be enhanced with music

Pubs

The idea of pubs is fairly new in India. It has been borrowed from the concept of public houses in
England and adapted to Indian conditions. They are geared to provide service of all types of alcohol
with an emphasis on draught beer and good music. Food may also be served from a limited menu.

Discotheques

These are outlets which may be opened for few hours on every days or weekends. These are
characterized by its provision of dance floor where the guests entertain themselves to recorded or
live music. Usually snacks or fork buffet is provided, apart from alcoholic beverages.

Night club

These are outlets in the late evenings with dinner/supper. The atmosphere in the late evening with
dinner/supper. The atmosphere is formal and admission may be restricted to members and guest.
Special feature of night club is cabaret and some games may also be provided. Alcoholic beverage
are also served.

Secondary catering establishments

In secondary catering establishments, the provision of food and beverage is a part of another
business such as welfare catering and industrial catering.

Catering establishments are usually classified on the basis of the demands being met by them. The
main aim of nay catering organization is to attract different sections of the public to use its facilities,
keeping in view the price of food and service it offers in relation to the location of the property and
the class of clientele it attracts.

Departmental catering

Some departmental stores, apart from carrying on their primary activity of retailing their own
wares, provide catering as an additional facility. This type of catering evolved when large
departmental stores wished to provide food and beverages to their customers as a part of their
retailing their own wares, provide catering as an additional facility. This type of catering evolved
when large departmental stores wished to provide food and beverages to their customers as a part
of their retailing concept. It is inconvenient and time consuming for customers to take a break from
shopping, and have some refreshments at a different location. Thus arose the need for some sort of
a dining facility in the departmental store itself. This style of catering is becoming more popular and
varied nowadays.

Club catering
This refers to the provision of food and beverages to a restricted clientele. The origin of this service
can be traced back to England, where membership of a club was considered prestigious. Today, in
India there is a proliferation of clubs to suit different needs. Clubs for people with similar interests
such as turf clubs, golf clubs and cricket clubs, to name a few, have sprung up. The service and food
in these clubs tend to be of a fairly good standard and are economically priced.

Night clubs are usually situated in large cities that have an affluent urban population. They offer
entertainment with good food and expensive drinks

Transport catering

The provision of food and beverages to passengers, before, during and after a journey on trains,
aircraft, and ships and in buses or private vehicles is termed as transport catering. These services
may also be utilized by the general public, who are in the vicinity of a transport catering unit.

The major forms of modern day transport catering are airline catering, railway catering, ship
catering and surface catering in coaches or buses which operate on long distance routes.

Airline catering

Catering to airline passengers on flights, as well as at restaurants situated at airports is termed as

airline catering. Modern airports have a variety of food and beverage outlets to cater to the
increasing number of air passengers. Catering to passengers en route is normally contracted out to
a flight catering unit of a reputed hotel or to a catering contractor

Railway catering

Catering to railway passengers both during the journey as well as during halts at different railway
stations is called railway catering. Traveling by train for long distances can be very tiring; hence a
constant supply of a variety of refreshment choices helps to make the journey less tedious.

In the mid nineteenth century the railway network began in India with an operation that was to
extend the length and breadth of the vast subcontinent. With travel made easier, people travelling
from one part of the country to the other, required food and drink on route. At most of the large
stations catering Refreshment Rooms were opened. The trains would halt for an appropriate length
of time so that the passenger could get a simple meal.

Third class passengers, unable to afford the luxury of eating in the Refreshment Room could
get snacks from the numerous vendors on station platforms.

Railway companies (as most part of each region had its own) even went to the extent of
setting up hotels attached to the station so that passengers who were travelling from one region to
another could spend the night before or after in relative comfort. The luxury of Sleeping Cars and
Restaurants Cars were a turns of much later development.

At turns of the century, the railway ministry decided to contract out the catering
requirements to attract companies with a catering background so that the traveler could be more
professionally served during long journeys.

THE ROLE OF SPENCERS IN RAILWAY CATERING

 The association of the Spencers, with railways began as early as 1910. Spencers was a
company of repute with a large network all over India. Catering was done on a contractual basis.
The catering and hotels division of Spencers was responsible for these operations.

The Spencer’s were catering under their own name to the M and SR (Madras and Southern
Railways) and under the name of “Brodons”. They were catering to the G.I.P.R. (Great Indian
Peninsular Railways) whose head quarters were in Bombay, Gujarat, etc. Under the name of
“Kellners” they created the BNR

(Bengal Nagpur Railways) and also the N.W.F.R (North West Frontier Raiway) and between Delhi,
Amritsar and Lahore. Even at that time Spencer’s had as many as 180 refreshment rooms all over
India. The size of the restaurants, the staff and the menu were structured to meet most of the
demands the people passing through the particular area.

Even the smallest restaurant had:

A manager

A cook-cum-waiter (known as butler in those days)

A cleaner

The biggest refreshment room had a bar attached since prohibition was non-existent then.
Still larger facilities even dispensed such items as simple medicines, aerated drinks and tobacco.

In minor trains, the guard on checking tickets would take orders from the passengers of
first, second and even third class passengers and telegraph same to the station ahead, depending on
the time of the train. Food, crockery, cutlery and glassware were brought in baskets which would
hold food for 2-3 persons. Food for one person was usually preplated while for 2 or more the food
was served in ceramic dishes. Obviously, the size of the basket was quite large, measuring 2 feet by
1 and a half feet. The most interesting part of the operation was that of the halting of trains was
adjusted to suit the meal timings. In faster trains, Express and Mail they had pantry cars and
restaurants on wheels, fitted with a rectangular kitchen, a pantry and an eating area. The cooking
fuel was coal. Menus were quite elaborate and reflected British preserves and tea or coffee. Lunch
would include soup, chicken or mutton curry before concluding with desert.

Catering was considered as an amenity promised to traveler, rather than as a business. The
food served was cheap and wholesome. This was possible because Spencer were given free supplies
of coal and free freight for all provisions and perishables. Aerated water were supplied to
refreshment room by the representative zonal factories.

After Independence Spencer lost the contract, being a foreign company.

Ship catering
Voyages by sea were once a very popular mode of traveling, but with the onset of air travel, sea
voyages have declined sharply. However, recently it has again become popular with a large number
of people opting for pleasure cruises. Both cargo and passenger ships have kitchens and restaurants
on board. The quality of food, service and facilities offered depends on the class of the ship and the
price the passengers are willing to pay.

There are cruises to suit every pocket. There are cruises of two to five days duration which offer
budget accommodation comparable to a limited service hotel while luxury cruises of seven days to
three months duration offer luxurious staterooms and various other facilities that are comparable
to a first class report. Luxury cruises pamper travelers with deluxe accommodation and attentive
and specialized service at a very high premium

All these ships provide a variety of food and beverage service outlets, to cater to the individual
needs of the passengers. They range from room service and cocktail bars to specialty dining
restaurants. The ships that cater to the cruise sector today are virtually floating palaces with every
conceivable guest service available aboard them

This sector has been growing in popularity in recent times, and has become affordable to a large
cross- section of people. Cruise companies offer attractive packages to passengers. To provide these
services, a considerable demand for professional trained manpower has been created.

Industrial catering

The provision of food and beverages to people at work, in industries and factories at highly
subsidized rates is called industrial catering. It is based on the assumption that better fed
employees are happy a more productive. Today, labour unions insist on provision of this facility to
employees

Catering for a large workforce may be undertaken by the management itself, or may be contracted
out to professional caterers. Depending on the choice of the menu suggested by the management,
catering contractors undertake to feed the workforce for a fixed period of time at a predetermined
price.

Leisure-linked catering

This type of catering refers to the provision of food and beverages to people engaged in leisure. The
increase in leisure and a large disposable income for leisure activities has made it a very profitable
form of catering. This includes the provision of food and beverage through different stalls and
kiosks at exhibitions, theme parks, galleries and theatres.

Hospital catering
Here wholesome regulated diet is provided to patients usually on a no profit no loss basis.
Eg. Regulated diet for diabetic, jaundice patients
Orphanages/destitute homes
These function on raised funds by charity and thereby true welfare
Schools
These provide nutritious diet for students either for breakeven/ meager profit.
Prison
Here the meals provided are only for the prisons.
The forces
The army, navy and the air force provide meals to its members on a subsided rate
UNIT-2
 ORGANIZATIONAL HIERARCHY OF FOOD AND BEVERAGE SERVICE DEPARTMENT
Flow chart

THE RESTAURANT BRIGADE

ORGANISATION CHART

F & B M A N A G E R

A SST . F& B M A N A G E R

R E S T A U R A N T M A N A G E R

A SST . R E ST . M A N A G E R

C A P T A IN

W A IT E R

T R A IN E E S / A P P R E N T IC E

FOOD AND BEVERAGE SERVICE DEPARTMENT

The food and beverage service department usually has the largest staff. Able leadership and
supervision is required to effectively direct the department and guide the staff.

The personnel in the food and beverage service industry require practical knowledge of operations
as even a small error can cause displeasure to the guest. Coordination of activities of all outlets is
essential to provide the guest with quality service at all times.

THE FOOD AND BEVERAGE SERVICE MANAGER

The food and beverage manager is the head of the food and beverage service department, and is
responsible for its administrative and operational work. It is said that a food and beverage manager
is a jack-of-all-trades, as the job covers a wide variety of duties.

Functions of food and beverage manager:

 Budgeting:
The food and beverage manager is responsible for preparing the budget for the department.
He should ensure that each outlet in the department achieves the estimated profit margins.

 Compiling new menus and wine lists:

In consultation with the chef, and based on the availability of ingredients and prevailing
trends, the food and beverage manager should update and if necessary, compile new menus.
New and updated wine lists should also be introduced regularly.

 Quality control:
The food and beverage manager should ensure quality control in terms of efficiency in all
service areas, by ascertaining that the staff is adequately trained in keeping with the
standards of the unit.

 Manpower development:
The food and beverage manager is responsible for recruitment, promotions, transfers and
dismissals in the department. He should hold regular meetings with section heads, to
ensure that both routine as well as projected activities of the department go on as planned.
He should also analyze the shortcomings in the activities and ensure improvements.

ASSISTANT FOOD AND BEVERAGE MANAGER:

This position exists only in large organizations. The assistant food and beverage manager assists
the food and beverage manager in running the department by being more involved in the actual
day-to-day operations.

An assistant food and beverage manager’s job includes:

 Assisting section heads during busy periods

 Taking charge of an outlet, when an outlet manager is on leave.
 Setting duty schedules for all the outlet managers and monitoring their performance.
 Running the department independently in the absence of the food and beverage manager.

RESTAURANT MANAGER:
The restaurant manager is either the coffee shop manager, bar manager or the specialty restaurant
manager. The restaurant manager reports directly to the food and beverage manager and has
overall responsibility for the organization and administration of a particular outlet or a section of
the food and beverage service department

The restaurant manager’s job includes:

 Setting and monitoring the standards of service in the outlets.

 Administrative duties such as setting duty charts, granting leave, monitoring staff positions,
recommending staff promotions and handling issues relating to discipline.
 Training the staff by conducting a daily briefing in the outlet.
 Playing a vital role in public relations, meeting guests in the outlets and attending to guest
complaints, if any.
 Formulating the sales and expenditure budget for the outlet
 Planning food festivals to increase the revenue of the outlet along with the chef and the food
and beverage manager.

ROOM SERVICE MANAGER:

The room service manager reports directly to the food and beverage manager and is responsible for
the room service outlet. The room service manager checks that the service rendered to the guests
conforms to the standards set by the hotel. He also monitors all operational aspects of the outlet
such as service, billing, duty charts, leave and absenteeism, in addition to attending to guest
complaints regarding food and service.

The room service manager is also in charge of the sales and expenditure budget. Since room service
is the outlet which is most liable to have problems, the room service manager should ensure
coordination among the room service order taker, the captain and the waiter. It is necessary for the
room service manager to be present in the outlet during peak hours to interact with other
departments of the hotel and to take regular inventories of all the equipment used. In the event of
the hotel offering valet service, the room service manager takes charge of that service as well.

BANQUET MANAGER

The banquet manager too is responsible for the functioning of his outlet, but as the banquet outlet
is a major revenue earner in the food and beverage department, the work load is more intense and
heavier.

From the time the bookings are done till the guest settles the bill, the banquet manager is in charge
of all areas of banquet and conference operations. He supervises the work of the banquet sales
assistants who do the banquet bookings and the captains and waiters who perform the service
activities under his guidance. He is responsible for organizing everything right down to the finest
detail.
The banquet manager projects the budget of the banquets, and works in close coordination with the
chef in setting menus. He is responsible for making an inventory of all the banquet equipment and
maintaining a balance between revenue and expenditure.

Banquet managers may also be designated as assistant managers in the food and beverage service
department.

ASSISTANT BANQUET MANAGER:

Depending upon the size of the establishment and the number of banquet halls, there may also be
an assistant banquet manager who maintains banquet records, takes bookings and monitors
correspondence. In short, he ensures the smooth operation of all functions, by giving clear and
precise instructions to the concerned staff. This job can also be done by a banquet sales executive or
banquet sales assistant.

The assistant banquet manager is in charge of the actual performance of the functions held in the
banquet department. He coordinates with the senior captain and is in charge of inventories, billing
and briefing. He also deals with complaints from the guests and liaisons with various agencies for
banquet requirements.

The assistant banquet manager should be aware of all that is happening in the banquet outlet, as he
is responsible for the success of each banquet from the beginning to the end. In short, an assistant
banquet manager performs both the functions of managing the office and monitoring banquet
operations.

BANQUET SALES ASSISTANTS:

They are responsible for managing the banquet reservation system in the banquet office.

They normally work in shifts and take bookings for all functions to be held in the hotel. They
prepare the function prospectus or banquet function contract that contains all the details of the
proposed function, according to the guest’s needs. They coordinate closely with the banquet
operational staff to ensure that the function is planned as specified in the booking form. They
interact closely with the other departments of the hotel, on behalf of the operational team in the
banquets. They report to the banquet manager.

\teamwork is the watchword in any food and beverage service department. A dedicated and
committed team, with able leadership, under ideal working conditions helps in fulfilling the
establishment’s ultimate goal of guest satisfaction.

SENIOR CAPTAIN OR MAITRE D’ HOTEL

The senior captain has overall responsibility for operations. He prepares the duty charts in
consultation with the outlet manager. He oversees the misc-en place, cleaning, setting of the outlet
and staffing to ensure that the outlet is always ready for service.

The senior captain receives the guests and hands them over to the captain or station holder. He
takes orders from guests if the captain is unable to do so. The senior captain should be an able
organizer and also be prepared to take over the duties of any member of the staff as and when
required.

CAPTAIN OR CHEF DE RANG:

This position exists in large restaurants, as well as in the food and beverage service department of
all major hotels. The captain is basically a supervisor, and is in charge of a particular section. A
restaurant may be divided into sections called stations, each consisting of 4 to 5 tables or 20 to 24
covers.

A captain is responsible for the efficient performance of the staff in his station. A captain should
possess a sound knowledge of food and beverage, and be able to discuss the menu with the guests.
He should be able to take a guest’s order and be an efficient salesperson. Specialized service such as
gueridon work involves a certain degree of skill, and it is the captain who usually takes the
responsibility to do this work.

WAITERS OR COMMIS DE RANG:

The waiters serve the food and beverage ordered by a guest and is part of a team under a station
captain. They should be able to perform the duties of a captain to a certain extent and replace the
captain if he is busy or not on duty. They should also be knowledgeable about all types of food and
beverages, so that they should be able to efficiently coordinate with the other staff in the outlet.

Every hotel, irrespective of size and volume of business has two major revenue earning areas i.e.
(1) Rooms
(2) Restaurants and Bars.
The latter offers food and beverage for sale. The most important persons around whom the food
and beverage service is centered are the waiters.

DEFINITION OF “A WAITER”

A waiter is one who serves food and beverage in a restaurant or in a bar. He is also popularly knows
as a steward. A good waiter should possess qualities like being social, competent, having good
manners and etiquette, effective communication, have a pleasing personality, salesmanship and a
willingness to serve and above all a thorough knowledge of his job.
The waiter does the following functions in a restaurant:

1. He attends a briefing before the restaurant service starts to know about the dishes available for
the day, the sequence of service, Guests expected, etc.
2. Mise-en-scene
3. Mise-en-place
4. Requisition of restaurant items for service - for example linen, glassware, cutlery, flower vases
etc.
5. Cleaning and polishing silver and glassware.
6. Preparing each table for service
7. Receiving and seating the guests.
8. Taking the beverage order and service of beverages
9. Serving wine and champagne
10. Serving food
11. Presenting bill or checks and collecting payments
12. Ensuring cost control
13. Salesmanship.
14. Ensuring sanitation, hygiene and safety.

TRAINEE OR COMMIS DE BARRASEUR:

The trainees work closely with the waiters fetching orders from the kitchen and the bar, and
clearing the side station in a restaurant. They serve water and assist the waiter. They are mainly
responsible for the misc-en-place, and stacking the side board with the necessary equipment for
service.

WINE WAITER OR SOMMELIER

This position is not very common in India. However, wine waiters have an important role in
reputed establishments. Their job is to take orders for the service of wine and alcoholic beverages
and serve them during the meal. Hence they should be knowledgeable about wines that accompany
a particular dish and the manner in which they should be served. They should also be aware of the
licensing laws prevalent in the city and should be efficient salespersons.

ROOM SERVICE WAITERS OF CHEF D’ETAGE

Room service waiters work in the room service outlet serving both food and beverages to guests in
their rooms. The order is placed by the guest on telephone, and is recorded on a kitchen order
ticket (K.O.T). it is then passed on to the duty captain. The duty captain in turn places the order in
the kitchen or the bar, as the case may be. The room service waiter who has been assigned that
order, sets the tray according to the food or beverage ordered, picks up the order when it is ready
serves it to the guest along with the check, either for payment or signature. In the latter case it
would be settled when the guest checks out. The service should be prompt and efficient as one
lapse means a complaint about service and a dissatisfied.

ROOM SERVICE ORDER TAKER

A room service order taker records all orders of food and beverage from resident guest over the
telephone. She records the order on a kitchen order ticket (K.O.T) and passes it to the captain. The
captain in turn assigns it to a waiter who serves the order. The room service order taker is
responsible for all communication between the guest and the staff of the room service outlet and
hence should have good communication skills.

HOSTESS

It is quite common in India to utilize the services of a hostess to greet and seat guests. The hostess
presents to the guests the menu card and hands them over to the station holder to continue service.
She should be pleasant and well organized be able to work under stress and interact smoothly with
her colleagues

BARMAN

A barman works behind the bar counter dispensing beverage and making cocktails. He should have
pleasant manners, good communication skills and a sound knowledge of all beverages and mixes.
He should be fast and efficient.

CASHIER

The main duty of a cashier is to make checks on the basis of the kitchen order ticket (KOT). Most
cash counters are computerized. Though cashiers are not a part of the food and beverage team, they
work closely in association with the staff of the department. They report directly to the accountant.

All the staff working in the food and beverage department should have a thorough knowledge of the
entire range of food and beverages served, with their correct accompaniments, garnishes, service
temperature of each dish and beverage and the sequence in which they are to be served.

ATTRIBUTES OF FOOD AND BEVERAGE SERVICE PERSONNEL

The quality of service staff in any establishment reflects the quality of the establishment. No matter
how good the food and ambience are, poorly trained, untidy or rude staff can antagonize customers.
On the other hand, if the staff is well-trained and efficient, they can, to a certain extent, make up for
other shortcomings in the services provided.

PHYSICAL ATTRIBUTES

Personal hygiene and appearance

This is of utmost importance because, a waiter in food and beverage service works near a guest.
Personal fitness and hygiene is of great importance and also a waiter should be

 All the members of the staff should be well-groomed and clean at all times as this gives
them a sense of well-being and confidence to do their job efficiently.
 The hands of the waiting staff should be given special attention, as they are constantly
under the scrutiny of guests. Nails should be trimmed, and kept clean. Playing with one’s
hair and face should be avoided.
 Chewing gum should be avoided in all public areas of the hotel
 Minimum jewellery should be worn by the service staff. A wrist watch, a finger ring and
plain earrings ( for girls only) should be permitted.
 If an employee has a skin problem, a doctor should be consulted immediately
 Uniform should be clean and well-pressed. Shoes should be properly polished and well-
fitting.
 The staff should not sneeze or cough near the food, whether during preparation or while
serving the food.
 The uniform should be always clean, especially the shirt, trousers and jackets. Shoes should be
black (unless specified otherwise) and well polished.
 Waitresses should wear the uniform prescribed. They should always be clean and smart in
appearance giving enough confidence to work well.

2. Sanitation and hygiene - are predominant criteria for anybody’s choice of a restaurant. A guest
is always particular about the cleanliness and hygiene of the environment. In order to ensure that, a
good waiter must keep the following points in mind:
a. Remove soiled dishes and left over food immediately from the vicinity of the guest. Food items
and crumbs that fall on the table must be cleaned immediately with a crumbing set..
b. Keep sideboards, tables and other surroundings clean at all times as guests are very observant.
c. Clean the cutlery in hot water and wipe dry before placing on the table.
d. Keep sauce bottles closed. When open and used, ensure that any drips on the bottle are wiped
clean before presenting it to the new guest.
e. Wipe the glasses with a clean cloth and hold the glasses against light to detect any stains or
finger prints.
f. Do not run in a restaurant as it could cause accidents.
WORK RELATED ATTRIBUTES

 Good conduct: all service staff should be well-mannered and respectful to guests, and to
senior members of the staff. They should be calm and pleasant, even in the most trying
circumstances. They should be able to satisfactorily solve any problem that may arise. In
case of difficulty, a senior and experienced member of the staff should be consulted. Tact,
punctuality and honesty are admirable qualities among service personnel.
 Salesmanship: the food and beverage service personnel are technical sales persons; hence
they should have a thorough knowledge of the proper presentation and service of all the
food and beverages served in the establishment. Waiters should be kept informed by their
superiors of deletions or additions to the menu.
 Good memory: a good memory helps to improve performance. It also helps the service
personnel to attend to small but important details such as remembering a guest’s name or
his likes and dislikes regarding food and beverage.
 Ability to assume responsibility: all service staff should be able to cope with the demands
of the job and possess the ability to assume responsibility. They should be loyal to their
employers, responsible to the guests and friendly towards their fellow workers. They
should not consider any job as menial, and should be willing to perform all kinds of jobs
efficiently. This will help the service staff to grow in their careers and at the same time
enhance the image of the establishment in the eyes of the guests.
 Maximize revenue: cutting down on costs and maximizing the revenue of the
establishment should be of prime importance to all members of the staff, even to those in
junior positions
 Observation: a keen sense of observation and an eye for detail will help a member of the
staff to be more efficient at his job. An ability to correctly judge people is definitely an
advantage. A sense of anticipation in the service industry is an invaluable quality. The
ability to anticipate in the service industry is an invaluable quality. The ability to anticipate
what a guest or the management needs, even before it is asked for creates a very good
impression.
 Concentration and skill: waiting at a table requires concentration and skill. Service staff
should develop a sense of urgency in the performance of their duties. Good service may not
be commented upon, but bad service is surely noticed and talked about. Service should be
prompt without the show of haste.
 Local knowledge - In the interest of the guest, a waiter should have sufficient knowledge of
the place in which he works so that he may be able to advise the guest on the various forms
of entertainment, the best means of transport, the places of interest and so on. This
knowledge will lead to guest delight, by showing that the waiter is doing his utmost to give
the guest satisfaction.
 Knowledge of food and drinks - The waiter must have sufficient knowledge of all items on
the menu and wine list to advise and offer suggestions to the guest. He/she must know to
serve correctly each dish on the menu, what its accompaniments are, the correct cover, the
contents of the dish, its appropriate garnish and also how to serve various types of drinks in
the correct glasses and at the right temperature.
 Punctuality - It is very important for a waiter to be punctual for, if he is regularly late on
duty, it shows a lack of his interest in work and lack of respect for the management an his
colleagues..
  Attitude towards the guest - The correct approach towards the guest is of utmost
importance. The waiter must not be hostile and must anticipate the guest’s needs and
wishes. A careful watch must be kept on the guest at all times during the service without
staring. Care should be taken when handling different types of guests. Never argue with
/or challenge guests. This will only aggravate the situation. You can never win an
argument with a Guest. Always refer the complaints to someone in authority. You may
win an argument with a guest, but you have lost him forever.
 Sense of urgency - A sense of urgency must be maintained so that the establishment has
the maximum amount of business over a service period and a high amount of net profit and
a large turnover of clientele. To ensure this, be quick, but do not be obtrusive, while waiting
at the table.
 Honesty - This is important for all food service staff while dealing with guests. If there is
trust and respect in the triangle of the waiting staff, guests and management relationship,
then there will be an atmosphere to work, which encourages efficiency and good team spirit
among the food and beverage service team.
 Appearance - The highest standards must always be maintained by a waiter with regard to
his appearance. First impressions in the food service area, go a long way towards creating a
favourable image to the guest.

 Personality - A waiter must be graceful, courteous and have an even temperament. He

must converse with the guests in a pleasing and well-spoken manner and must have the
ability to smile at the right time. These qualities, will help him become a good sales person

COORDINATION OF FOOD AND BEVERAGE SERVICE WITH OTHER DEPARTMENTS

F & B SERVICE FRONT OFFICE

F & B service relates to front office in many ways some of them are as follows:

1} Information of Guest Arrival and Departure:

F & B service has to find out from Front Office about the time arrival and departure of guest
because it is necessary to know when they need their meals. Also, when banquets and conferences
are being arranged, it is necessary to get the F & B service ready in advance. Knowledge of
departures is also very important so that the F &B bills can be prepared in advance.

2} Information of all important arrival for placement of amenities:

 Front office has to communicate all the important guest arrivals {VIP} to F&B service,
because not only to correctly place amenities, but the food and beverages also have to serve
accordingly.

3} Maintenance and sharing of guest profiles and GHC with the service staff for personalized
service:

The Guest history card [GHC] is maintained in order to keep information, a sort of bio data of
every guest. Certain information to be maintained in order to get to know the regular guests or
visitors. As a GHC is maintained, the management comes to know a guest recognized him/her, and
can provide his/her requirements again and again and please him/her.

4} Clearance of bills of resident guests using the F & B outlets:

Clearance of such guest bills are done at the time of check out. If the system is computerized,
the details are recorded according to room number. However if the guest is not resident at the hotel
his/her bills may be cleared out at F & B outlet, at time of the meal.

F & B SERVICE HOUSEKEEPING

1} providing linen for F & B usage:

Housekeeping provides F & B with all linen items it requires e.g. Table cloth, napkins etc.

2} Providing Service Staff with Uniforms:

It provides uniforms to all service staff. Right from taking measurements, H/K has to arrange
for stitching, alteration and maintenance and regular laundering.

3} Cleaning and maintenance of F & B outlets:

Housekeeping maintains all rooms, as well as public areas – which include F & B service
outlets. Housekeeping is in charge of cleaning, dusting, placing amenities in all Food & Beverage
outlets, F& B offices etc.

4} Pest Control:
 One of the responsibilities of housekeeping is pest control and fumigation of all areas including
F & B outlets.

5} Information on clearance of trays platters:

Room service provides trays, platters, water jugs, etc to room guests which may be left in the
rooms. When these things are noticed by the housekeeping staff, they inform F & B Service, for
getting the things cleared. It works the other way as well, with Room Service staff sometimes
inform the housekeeping about some sort of maintenance jobs in the room which are to be done.

The Housekeeping department arranges for all floral requirements for the F & B Service
department. It may be for the bud vases on the tables as a central appointment or a bouquet,
garland for any special guests, the different styles of flower arrangements for the restaurants and
the other floral requirements for decoration in banquets.

6} Horticulture:

The Housekeeping department supplies as well as arranges as the potted indoor plants
required for the setting up various arrangements for functions as well as in the outlets. The
cleaning and maintenance of the Horticultural areas like Lawns where functions are organized is
also the responsibility of the housekeeping department.

F & B SERVICE  ENGINEERING AND MAINTENANCE

1} Monitoring lights, air conditioning, and music, hot and cold water supplies:

The engineering department covers 3 branches in a hotel: electrical (and electronics),

mechanical and civil engineering. Thus, this department takes care of all electrical work, safety
measures, pumps, motors , plumbing, plus swimming pool maintenance etc. Hot and cold water is
needed in many F & B service areas.

2} Maintenance of all electrical equipment and fittings in the F & B outlets:

The engineering and maintenance department sees to the functioning of all electrical
fittings, even if they are being maintained for aesthetic reasons. This may be as part, of the
preventive maintenance or the specific repairs on requests.
3} Arranging for all technical requirements for banquets:

This is done for specific requirements requested by the F & B Service through the Banquet
function Prospectus like the lighting system, Music and sound system, Various Audio Visual aids etc.

4} Fire fighting gadgets, fire hydrants in F & B outlets:

The engineering and maintenance department is basically in-charge of fire safety, and
arranges fire drill. They also help the F & B Service in case of an emergency.

F & B SERVICE  F & B PRODUCTION

1} Preparation of Food and Beverages:

All food that is served at the various outlets is prepared by the F & B production department.

2} Special requests, Needs, Feedback:

Close coordination between service and production departments is needed, in order to

deliver the requirements of guests. The service department has to get back to the production
department with the necessary information regarding guest’s needs and preferences. Be it at
restaurants, or at banquets.

3} Menu Planning:

Co-ordination occurs between these two departments also in the sense that the F & B Service
manager together with the chef to plan the menus for the F & B outlets.

4} Hot Plate:

The “pick up point” is where the maximum interaction between the two departments takes
place. This is the place at which food, which is cooked by the production department, is handed
over to be served by the F &B service department. The Aboyer or the Barking Chef receives the
order (KOT) and hands over the dishes on preparation.
The basic reason for co-ordination between the two departments is that the guests come to be
served, and the orders have to be given to the F &B production department. Things mostly go
wrong for any of the following reasons:

The service staff either takes the wrong order.

1} Storing and issuing of equipment:

The kitchen stewarding department maintains/stores the Par stock of all kitchens as well as
service equipment including the cutlery and crockery associated with these departments.

2} Cleaning and up keep of operating department:

Kitchen stewarding also takes care of the polishing, buffing, washing and wiping of crockery,
cutlery and glassware as well as supply of solid fuel for the Chaffing dishes and at times supply of
ice.

F & B SERVICE  ACCOUNTS  PURCHASE AND STORES:

1} Billing of guests orders:

Cashiers of all the various F & B Service outlets have to report to the unit financial matters.

2} Food and Beverage control:

The F & B controller is the one who checks for pilferage, wastage of food, liquor etc.With
regard to the F & B Service the control is applicable to the service as well as the proper billing at the
outlet.

3} Requisitioning and Indenting for items:

When the F & B service department needs anything, it indents for requirements from stores.
Anything, which is not available at store, F & B Service has to requisition from the purchase
department.
4} Standard purchase Specification:

Another point of co-ordinations when the F & B manager, chief accountant and purchase
personnel get together. They do the to discuss prices, rates, quality and also to set targets.

F & B SERVICE  SALES AND MARKETING:

1} Organizing and promoting of events:

The marketing department organizes and promotes events for the F & B Service outlets [e.g.
food festival etc] in order to increase profitability of the hotel or the outlet.

2} Plans better more effective and economical services and strategies:

Marketing to promote the outlets in suitable and appropriate methods. Some of the strategies
could include, happy hours, games, lucky draw etc.

3} Goodwill:

The marketing department can create goodwill for the restaurant. This may be through the
public relations and the image building through publicity and contacts with the press through
which there could be proper and effective coverage.

4} Marketing if it is effective, can attract customer and potential clientele.

5} Marketing gives feedback about the outlets, and their success to the manager.

F &B SERVICE  HUMAN RESOURCE DEVELOPMENT  PERSONNEL:

1} The HRD department does the recruiting, training and staffing of all employees. This includes the
F &B service staff.
2} HRDI Personnel also fix salaries of the F &B service personnel.

F &B SERVICE  SECURITY

1. Security is responsible for safety of the entire hotel property and guests. This includes the F&B
service outlets and customers.

2. Security personnel are specially deployed for banquets or parties with large number of guests.

3. Anything that goes out of the outlets or comes in from outside is checked by the Security. The
hotel staff are checked thoroughly when they go in and out of the premises.

Seven phrases to suit most of the occasions:

Certainly, sir/ madam

Very well, sir/madam

It’s a pleasure, sir/madam

I’ll do that right away, sir/madam

That should be no problem, sir/madam

Right away, sir/madam

May I be of assistance, sir/madam

French terms related to food and beverage staff

Restaurant manager- Directeur de restaurant

Supervisor- Maitre d’ hotel

Captain- Chef de rang

Waiter- Commis de rang

Trainee- Commis debarraseur

Carver-Trancheur

Floor staff- Chef d’etage

Lounge staff- Chef d’ salle

Wine waiter- Sommelier

Buffet assistant- Chef de buffet

RESTAURANT SERVICE
ORGANISATION CHARTS OF THE FOOD & BEVERAGE OUTLETS
RESTAURANT ROOM
SERVICE

R ESTA U R A NT M A N A G ER

ROOM SERVICE MANAGER

A S S T . R E S T .M A N A G E R

ASST. R.S. MANAGER

R EST . H O STESS
C A P T A IN
ROOM SERVICE
CAPTAIN
ORDER TAKER

W A IT E R
WAITER

T R A IN E E S / A PP R E N T IC E
TRAINEES / APPRENTICE
 BAR BANQUET

BAR MANAGER BANQUET M ANAGER

ASST. BAR MANAGER A S S T .B Q T . M A N A G E R

C A P T A IN B Q T O F F IC E A S S T .
CAPTAIN

BAR MAN W A IT E R

WAITER T R A IN E E S / A P P R E N T IC E

C A SU A LS
TRAINEE / APPRENTICE

Mise-en-scene refers to preparing the environment of the area in order to make it pleasant,
comfortable, safe and hygienic. For the waiters, the restaurant is the service area. Before each
service session, the restaurant should be made presentable to accept guests. The supervisor should
ensure the following as part of the mise-en-scene checklist.
i. Carpets are well-cleaned or vacuum cleaned.
ii. All tables and chairs are serviceable
iii. All lighting is functioning properly
iv. Menu cards are presentable
v. Doors and windows should be kept open for sometime to air the restaurant. This is followed by
cleaning the doors and windows and switching on the AC or heating system to a comfortable
temperature.
vi. Exchange soiled linen for clean.
vii. Tables are appropriately laid for the meal session
viii.Side boards are checked for stacking
ix. Staff briefing is conducted

Mise-en-place
It means putting in place and is associated with smooth service. To ensure this, the restaurant is
readied for service and the waiter makes sure that his station has been efficiently prepared for
service. A station comprises of a set of tables which are attached to a given waiter or team of
waiters. Thus restaurants may have several stations each with a waiter or team of waiters
depending on the size of the station and the number of tables.

RECEIVING THE GUEST

The social skills shown by the Food and Beverage staff go a long way towards selling, establishing
and making a guest feel comfortable in a food service outlet. This aspect of service is very often
neglected and all managers should impress upon the staff at regular intervals the great importance
of customer contact. It must be remembered that a pleasant welcome to a guest can gain a sale and
a poor welcome can lose one.

POINTS TO BE OBSERVED WHILE LAYING A TABLE

1) The tables and chairs should be kept in their proper place according to the layout of the
restaurant.
2) Tables and chairs should not wobble and should be clean.
3) Table should be 30 “ from the ground and the chair seat should be 18” high from the ground
level.
4) Table on which the table cloth is spread, should be covered with baize cloth which is of a
thick soft material like velvet. The advantages of the baize cloth are:
a) It protects the table surface.
b) It allows the table cloth to hang freely and firmly on the table surface.
c) It reduces the noise of cutlery, crockery and glass ware while placing them on the table.
d) It protects the wrist and elbows of the customers from the sharp edges of the table.
e) It protects the table cloth from getting torn by the sharp edges of the table.
5) The correct type or size of the table cloth for the table to be laid up.
6) The corner of the table cloth should cover the legs of the table.
7) If two table cloths are necessary to cover a table for a large party then the overlap of the two
table cloths should face away from the entrance to the room.
8) All covers should preferably face the centre or entrance of the restaurant and not facing the
service entrance or a wall.
9) Tables and chairs should have uniform pattern and height.
10) Cutlery and crockery should be of the same design and material.
11) No chipped crockery and glass ware should be used.
12) The table cloth should not be stained.
13) The cutlery should be shining and polished and crockery spotlessly cleaned with no
finger print marks.
14) Monograms on plates if any should always face the guest.
15) Napkin fold should face the guest.
16) A flower arrangement can be placed on a table but heavily scented flowers should
never be used as they adversely affect the flavour of the food.
 17) Each cover should be well balanced and never be over crowded with cutlery, crockery
and glass ware.
18) The average size of a cover is 24” * 15”.
19) Cutleries and crockeries should be laid ½” away from the edge of the table.
20) All forks are laid to the LHS of the cover. The exceptions to the rule are:
a) Pastry fork RHS
b) Oyster fork RHS or 45degree to the LHS of the water glass.
c) Large fork RHS for spaghetti.
d) Dessert fork top of the cover.
21) All knives are laid to the RHS of the cover with the blades facing the LHS. The exception
is the side knife placed on the B & B plate.
22) The water glass is placed at the tip of the large knife.
23) Two opposite covers should be exactly opposite to each other namely the large knife
should be in line of the large forks of the opposite covers.
24) Not more than three knives can be laid on a cover at a time this is excluding the side
knife.
25) Cutlery is laid till the main course, after which the next set is brought in for the
subsequent courses.
26) For dinner covers the napkin fold is placed in the glass and for lunch covers on the
table.
27) Cutlery laid out should be compact but not overlapping.
28) Cutlery should be laid from outwards to inwards. The first course being towards the
end.
29) Table appointments placed on the table should be easily accessible to all the users.
30) Check cruet set before placing on the table to see that they are filled and free flowing.

RULES FOR WAITING AT A TABLE

BEFORE THE GUEST ARRIVES:

1) One should report to duty on time so that the maitre d, hotel can check the appearance of
the personnel as well as brief them about the menu changes, the specials, and the possible
price changes before the doors opened for the day.
2) After getting the stations one should check that the cutlery, glasses and other table
accompaniments are clean and shining. The tables should not wobble, and the chairs should
be dusted and the general cleanliness of the dining hall should be good.
3) Sideboard should be complete and ready for service.
4) One should make sure that the dishes and accompaniments on the menu is clear. Also, need
to ascertain from the kitchen what dishes are available on the menu.
5) One should never stand in the dining room with arms folded but stand erect with the
waiter’s cloth hanging evenly on the left and right arm hanging by the side.

WHEN THE GUESTS ARRIVES:

 1) Guests should be received with a smile and greeting. Pull the chair for the guests by drawing
out the chairs especially for women guests.
2) Parents should be helped in seating their babies on highchairs.
3) If the waiter on another station is busy or out of the dining room, one should assist with the
seating of guests at that station and should not wander around without being greeted.
4) When the guests are comfortably seated, the menu is to be presented opened on the first
page and placed them, from the left, directly in front of each guest.
5) Glasses should be filled with water for each guest

TAKING THE ORDER:

1) After presenting the menu, one should wait for a couple of minutes to let the guest decide
what he wants. Order for the menu should be taken graciously and courteously.
2) While taking the order, one should not rest one’s hands on the back of the chair, or lean too
close to the customers. Stand erect to the left of the guest, bend forward slightly from the
hips and take the order. This posture gives the impression that one is listening carefully.
3) One must know thoroughly the time required to prepare certain dishes so that if the guest is
in a hurry one can suggest some “ ready to serve” item and never a “ cooked to order” food
item.
4) The complete order should be taken except dessert including, how the guest would like a
particular dish. For eg., if steaks are ordered , one should ask if it is to be made well done,
medium or rare done.

GENERAL RULES FOR SERVICE:

1) If the table is laid for more persons than the actual number seated, the extra covers are to
be cleared immediately.
2) Replacing any cutlery or removing it has to be done on a salver. Never use bare hands
3) While placing cutlery or plates on the table one should move in a clockwise direction.
4) If any cutlery falls on the floor it is to be immediately replaced with a clean one from the
sideboard to show that the same dirty piece has not been given.
5) The cutlery which is on the left hand side of cover is to be placed from the left and that on
the right hand side should be placed from the right. Never criss- cross the guest.
6) The waiter should never put any item or cutlery on the customer’s plate, the guest should be
allowed the privilege to do so.
7) When the guest when about to serve the order, if the guest is reading a magazine or has his
hands on the cover, one should very courteously say, “ Excuse me, sir”. The guest will realize
that ready to serve the order and will accordingly adjust himself.
8) Check for any chipped plates or glasses
9) Hot dishes are to be served on hot plates and cold dishes on cold plates.
10)The glasses should be handled from the base and cups from the handles and never from the
brim for hygienic reasons. For the same reason one should not handle knives from their
blades, forks from their prongs and spoons from their bowls. These pieces of cutlery should
be handled from the handle.
 11)The food should be served in the proper sequence of the menu. Each course must be served
on appropriate plates and with the appropriate cutlery.
12)All accompanying sauces, condiments and spices required should be served for the
particular course without the customer having to ask for it. Glasses or cups should not be
filled to the brim.
13)When serving from an entree dish always use an underflat. A flat under a flat should not be
used.
14)All beverages are served from right hand side. All cleaning is to be done from the right hand
side except the side plate with knife which is to be cleared from left.
15)If the guest has through ignorance or by mistake used any wrong cutlery it should be
replaced before the service of the next course begins.
16)One should never show signs of worry or strain on the face. Cheerfulness and smiling
countenance of the service personnel would add to the taste of the food. One should be
friendly with the customer but not familiar.
17)If the table becomes crumbly, it has to be removed by a waiter’s cloth folded into a pad, into
a large plate at any convenient stage during the meal.
18)The check must be presented on a cash tray from the left. All tips should be acknowledged
with a polite thanks. If the guest does not give any tip a word of thanks with a smile is a
must.

WHEN THE GUEST LEAVES:

1) When the guests are about to leave they should be helped especially the ladies by drawing
out their chairs and wished “Good-night” and a polite “I hope you enjoyed your dinner
Sir/Madam”.

ALWAYS REMEMBER THAT ONE SHOULD:

1) Never place a knife smaller than the small knife on the cover.
2) Never place a knife larger than the large knife on the cover.
3) Never place a fork larger than the large fork on the cover.
4) Never place a fork smaller than the small fork on the cover.
5) Never place a spoon smaller than the dessert spoon on the cover.
6) Never place more than two steel blades including the side knife on the cover.

RULES FOR CLEARING A TABLE

1. Always clear the table from the right hand side of the guest. In some cases however, if table
positions do not afford easy access then clearance from left is permitted.
1. Crumb the table if there are food spillages during the meal. However, crumbing has to be done
definitely before service of the sweet course.
1. Clearance is done by the first plate method or onto a salver and must be done in a systematic
manner when all the guests at the table have finished the course.
1. Glasses are cleared from the right hand side of the guest.
1. The cruet set and accompaniments are cleared from the table before the sweet course is
served.
1. Unused cutlery is cleared from the table before the next course is served.
1. The coffee cup is usually never cleared until the guests depart or requests that it be either
changed or cleared.

UNIT-3

FOOD SERVICE AREAS

SPECIALITY RESTAURANTS

Service in a specialty restaurant is both normal and stylish. The prices tend to be high because of
higher overheads. The menu may be an ala carte, buffet, or a table d’ hote. Waiters should be highly
skilled, as specialized services such as preparation of food at tables and flambé may have to be
done.

Normally every five star hotel has at least one specialty restaurant. In India, multi-cuisine specialty
restaurants are fairly popular, as they offer guests a wide variety of choice of food items. These
restaurants normally function during lunch and dinner sessions and at times are open only for
dinner. Entertainment in the form of music by a band or an orchestra may also be provided. If it is
an ethnic restaurant, traditional dances may also be performed.

For a specialty restaurant to be profitable, it should provide not only excellent food and service but
also good décor and ambience of the restaurant. The equipment used should be of a high standard
as this will enrich the entire dining experience of guests.

COFFEE SHOP

This outlet is open twenty four hours for service. It generally serves pre plated food. However, in
the case of Indian food, the entrée dishes are placed on the table and the service is not very
elaborate and formal.

Promptness of service is of prime importance. The prices are not as high as in a specialty
restaurant. Dining in a coffee shop is a casual affair, and many coffee shops have a list of
enthusiastic regulars. Coffee shop in luxury hotels are often the only venues where one can get a
decent meal or a snack long after other restaurants have closed. Liquor is not served after licensing
hours; however, this depends on the laws of the state.

The menu in a coffee shop is varied. Different menus are used during different times of the
day/night. For example, there is normally a breakfast menu, a lunch and dinner menu, a snack
menu, and a midnight menu. The number and types of menus are decided by the management in
consultation with the chef and the food and beverage manager after carefully studying the market
conditions, the location of the hotel and the availability of staff to man the coffee shop round the
clock. The revenue generated from this outlet is the second highest in the food and beverage service
department. It is however necessary to change the menu, décor and ambience from time to time to
keep the guests coming back. This outlet is also the venue for many food festivals.

CAFETERIA

This service exist normally in industrial canteens, colleges, hospitals or hotel cafeterias to facilitate
quick service, the menu is fixed and is displayed on large boards. The guests may have to buy
coupons in advance, present them to the counter waiter who then serves the desired item
sometimes food is displayed behind the counter and the guests may indicate their choice to the
counter attendant. The food is served preplated and the cutlery is handed directly to the guest.
Guests may than sit at tables and chairs provided by the establishment. Sometimes high tables are
provided where guests can stand and eat.

GRILL ROOM SERVICE

In this form of service various meats are grilled in front of the guests. The meats may be displayed
behind a glass partition or well- decorated counter so that the guest can select his exact cut of meat.
The food comes preplated.

BANQUETS

This outlet is usually the largest revenue earning outlet in the food and beverage service
department. It serves food and beverages to a gathering of people at special functions such as
weddings, parties, receptions, cocktails, dinners, seminars, conferences and meetings. Banquets
functions can be held at lunch or dinner time and the pattern of operations may vary from one kind
to another. The outlet also rents out banquet halls for exhibitions, concerts and other programmes.

BAR

There are normally two kinds of bars in Indian hotels. One is the public bar and the other is the
service or dispense bar. The public bar is located in the public area, and is used for the service of
paying customers, be it in-house guests or non-residents. Cocktail snacks may also be served here.
Services should be fast and discreet and the bar staff should be well prepared to handle the rush
hour. Good décor, ambience, efficient staff and availability of a wide variety of beverages and snacks
help to attract more customers.

The service or the dispense bar is used to other outlets of the hotel such as coffee shop, room
service outlet, banquets and the specialty restaurant. It is generally located in the back area of the
hotel and is open round the clock. It should be adequately equipped to meet the demands of all the
outlets.

DISCOTHEQUE

A restaurant which is principally meant for dancing to recorded music. A live band may also
perform. An essential part of a discotheque is a bar while the food offered consists mainly of snacks.

FAST FOOD RESTAURANTS

There is a predominant American influence in fast food style of catering. The service of food and
beverages in a fast food restaurant is at a faster pace, than at an ala carte restaurant as the menu is
compiled with a special emphasis on the speed of preparation and service. To make this type of
service financially viable, a large turnover of customers is necessary. The investment is rather large,
due to the specialized and expensive equipment needed and high labor costs involved.

AUTOMATIC VENDING

In the broadest sense, automatic vending may be defined as ‘selling by automation’. It is a form of
automatic retailing using one of the following.

 Coin
 Banknote
 Token
 Money card
The types of service available may be broken into twp areas, namely service and facilities and
consumables.

Service and facilities consumables

 TV time Hot and cold beverages

 Gas Meals
 Water Confectionery
 Electricity Tobacco
 Shoe cleaning Alcoholic drinks
 Car parking
  Toilets
 Baggage store

ROOM SERVICE

Room service is a facility offered by hotels whereby a guest who stays in the room can order his
food over the telephone and have it served in his room saving him the trouble of going to a
restaurant. A room service menu offers the choice of breakfast, lunch and dinner varieties besides
snacks.

Types

Centralized

Room service originates from a location which is in close proximity to the main kitchen. The order
is received by the order taker and passed on to the kitchen from where the food is picked up.

Decentralized

Where room service operates from an area other than the centralized room service as in

Mobile pantry: an elevator is equipped as a pantry and is able to dispense orders up to a

continental breakfast. Except for heating, no cooking of food takes place. The order is placed with
the centralized room service department which in turn informs the mobile pantry. This facility is
provided in multi storied buildings to facilitate speedy service.

Floor pantry: located on each floor or one pantry for given number of floors. The order is placed in
the same way as the mobile pantry.

Mini bars: this is a special facility provided in the rooms where drinks in miniature bottles are
placed in a small fridge for the guest’s personal use. The guest is charged on the basis of what he
has consumed

AUXILLIARY DEPARTMENTS IN FOOD AND BEVERAGE SERVICE AREA

INTRODUCTION

In any establishment a customer’s first impressions on entering the service area are of great
importance. The creation of atmosphere, by the right choice of décor, furnishings and equipment, is
therefore a major factor that contributes to the success of the food service operation. A careful
selection of items in terms of shape, design and color enhances the overall décor or theme and
contributes towards a feeling of total harmony. The choice of furniture and its layout and the linen,
tableware, small equipment and glassware will be determined by considering:

 The type of clientele expected

  The site or location of the establishment
 The layout of the food and beverage service area
 The type of service offered
 The funds available

Depending on the style of operation, there may be many service areas behind the scenes, or what
may be termed ’back of house’. These are required to be well organized, efficiently run and
supervised, and stocked with well-designed equipment. It is necessary for all these factors to work
together to contribute to the overall success of the food and beverage operation.

The back of house service areas are usually between the kitchen and food and beverage service
areas. The service areas themselves are some of the busiest of a food service establishment,
especially during the service periods. Because of this, it is important that department heads ensure
all staff knows exactly what their duties are and how to carry them out efficiently and effectively.

In general, especially in large operations, five main back-of-house service areas can be identified:

 pantry
 Still room
 Silver or plate room
 Hot plate
 Spare linen store
 Wash up
 Kitchen stewarding

A well designed layout of these areas is essential to ensure an even flow of work by the various
members of staff.

PANTRY

It is the area between the restaurant and the kitchen for doing the misc-en-place. This is where the
restaurant staff can place the dirty plates; pick up clean plates and other washed and wiped
crockery and cutlery to be used in the restaurant. Also used for placing soiled linen.

A service pantry may contain:

 Shelves or cupboards for stocking glassware, crockery.

 A box for dirty silverware
 A table with under shelves for dirty plates
 Bins for rubbish
 Sink with hot and cold water and a draining board
 A linen box for receiving dirty linen
 A plate warmer for plates to be used in the restaurant
 A water cooler
STILL ROOM

The main function of the still room is to provide items of food and beverages required for the
service of a meal and not catered for by the other major departments in a food service operation,
such as the kitchen, larder and pastry. The duties performed in this service area will vary according
to the type of meals offered and the size of establishment concerned.

Equipment

 Refrigerator for storage of milk, cream, butter, fruit juices and so on

 Butter machine
 Coffee machine
 Large double sink and draining board.
 Salamander or toasters
 Bread slicing machine
 Worktop table and cutting board
 Cooking range for porridge, boiled eggs.
 Storage space for dry stock as well as chinaware
 Coffee grinding machine
 Ice maker

Provisions

As a basic guide, the following food items would normally be dispensed from the stillroom:

 All beverages such as coffee, tea, chocolate, tisanes, Bovril, horlicks, oval tine and other
drinks
 Assorted fruit juices: orange, tomato, pineapple and grapefruit
 Milk, cream and alternatives
 Sugars: loose, pre-wrapped portions, brown coffee crystals, demerara etc. and alternatives
 Preserves: marmalade, cherry, plum, raspberry, strawberry, apricot and honey.
 Butter
 Sliced and buttered brown, white and malt bread
 Rolls, brioche and croissants
 Bread items
 Dry cracker, digestive and water biscuits for service with cheese
 Assorted breakfast cereals
 Toasted scones and teacakes
 Pastries, gateaux and sandwiches
 Porridge and boiled eggs

SILVER ROOM OR PLATE ROOM

In larger, more luxurious establishments, the silver room, or plate room as it is sometimes known,
is a separate service area. In smaller establishments it is often combined with the pantry wash-up
area. The silver room should hold the complete stock of silver required for the service of all meals
together with a slight, surplus stock in case of emergency. The storage of silver is more important.
The large silver such as flat, silver soup tureens, etc. are stored on the shelves, with all the flats of
even size stored together and so on. All shelves are labeled showing where each different items
goes. This makes it easier for control purpose and stacking. When stacking silver the heavier items
should go on the shelves lower down and the smaller and lighter items on the shelves higher up.
This helps to prevent accidents. All cutlery and flatware, together with the smaller items of salver
such as ashtrays, cruets, butter dishes, special equipment, table numbers and menu holders, are
best stored in drawers lined with green baize. This helps to prevent noise and stops the various
items sliding about the drawer when it is opened and closed and so becoming scratched and
marked.

Hot plate (food pick up area)

The hot plate may be regarded as the meeting point between the service staff and the food
preparation staff. Active cooperation and a good relationship between the members of staff of these
two areas help to ensure that the customer receives an efficient and quick service of the meal. This
cooperation also ensures that all the food dishes are served well and attractively presented.

The aboyeur (or barker) is in charge, and controls the hot plate during the service period. The
hotplate itself should be stocked with all the crockery necessary for the service of a meal. This may
include some or all of the following items: soup plates, fish plates, joint plates, sweet plates,
consommé cups, platters and soup cups.

The silver required for service is often placed on the top of the hot plate and used as required. The
hot plate is usually gas or electrically operated and should be lit/switched on well in advance of the
service to ensure all the necessary crockery and silver is sufficiently heated before the service
commences.

The aboyeur who controls the hot plate over the service period will initially receive the food check
from the waiter. Any written food orders must be legible to the aboyeur so that there is no delay in
calling-up a particular dish. He/ she checks that none of the dishes ordered are off the menu. Then
the order from the various ‘corners’ of the kitchen is called up, as each particular dish is required. If
a dish required has to be prepared dish is required. If a dish required has to be prepared and
cooked to order, then it is important that the aboyeur orders this to be done before the waiter who
is going to serve the dish, or for the customer who is waiting for the next course to be served. When
a food check is finished with it is placed into a control box. This box is often kept locked and can
only be opened by a member of staff from the control department who, for control purposes, checks
the copy of the food check from the kitchen with the copy the cashier has and the duplicate copy of
the bill.

Spare linen store

Another back of house service area that is generally found within establishments is the spare linen
cupboard or store. This is normally the responsibility of a senior member of the service staff and is
kept locked for control purposes. This spare linen stock is held near the food service area in case of
emergency. The linen is changed when necessary, and usually on the basis of one clean item in
exchange for one dirty item.

Wash-up

Washing up is most important and the service area must be settled correctly so that the brigade
can work speedily and efficiently when passing from the food service areas to the kitchen. The
waiter should stock trays for duties correctly at the sideboard with all the correct size plates
together and tableware stacked with the blades of the knives running under the arches of the forks.
All glassware should be stacked on separate trays and taken to a separate wash up point. All used
paper napkins, doilies or kitchen paper should be placed in a separate bin. The server must place
any debris into the bin or bowl provided.

For a hygienic wash up the generally recognized requirements are a good supply of hot
water at a temperature of 60 degree Celsius for general cleaning followed by sterilizing, and then
rinsing at a temperature of 82 degree Celsius for at least one minute.

The object cleaning utensils is to remove any material from them on which micro-organism
which is already present i.e. to sterilize or disinfect. These objects can be achieved either by

(1) Hand Dishwashing

(2) Mechanical Dishwashing

Hand dishwashing: dishwashing by hand can be done by the two sink method or by the three sink
method. Both these systems start with the removal of leftover food, followed by a preliminary wash
under running hot water which helps to preserve the cleanliness. The dirt is removed from the
utensils by scraping and then rinsing under running hot water which helps to preserve the
cleanliness. The dirt is removed from the utensils by scraping and then rinsing under the forced
water stream.

Three sink method:

After the dishes have been sorted out and the dirt has been removed, the utensils are washed in hot
detergent solution in the first compartment, then in the compartment second at the temperature of
water is 110*F and 120*F. after the dishes are thoroughly clean they are sterilized in a third
compartment.

One method for sterilizing both dish and cooking utensils is by immersing them for at least 2
minutes in lukewarm chlorine water. Dishes and utensils must be thoroughly cleaned in a chlorine
rinse for an effective germicidal treatment. The desired temperature of water may be maintained
by a thermostat- controlled heater arrangement.

Two sink method:

The simplest and most effective way of having germ-free cutlery and utensils is with the two-sink
method. Washing of utensils is done in the first sink which contains in hot water (110*F-115*F) and
suitable detergents. After removing and draining from the sink, the utensils are transferred to sink
number two for rinsing and sterilizing.

Mechanical Dishwashing

This method saves a lot of time and labor ensuring that a good supply of cleaned sterilized crockery
is available.

There are 3 main types:

Spray types: The dishes are placed in racks which slide into the machine where they are subjected
to a spray of hot detergents and water at 48*C-60*C from above and below. The rack then moves on
to the next section where they are rinsed by a fresh hot water shower of 80*C. at this temperature
they are sterilized and on passing out into the open they dry off quickly.

Brush type machine: Revolving brushes are used for the scrubbing of each article in hot detergent
water. The articles used are then rinsed and sterilized in another compartment.

Agitator water machine: Basket of dishes is immersed by the mechanical agitation of hot
detergent water. The loaded basket is then given a sterilizing rinse in another compartment.

Dishwashing machines are expensive and it is essential that the manufacturer’s instructions with
regards to its use and maintenance are followed while operating them.

Food waste dispenser: food waste dispenser is operated by electricity and takes all kinds of
rubbish including bones, fats, scraps and vegetable refuse. Almost every type of rubbish with the
exception of rags and tins are finely ground and then rinsed down the drain. It is the most modern
and hygienic method of waste disposal. Care should be taken by handlers not to push waste into
machine with metal objects as this can cause damage.
 Unit -4

FOOD & BEVERAGE SERVICE EQUIPMENT

Restaurant equipment

The general points to be considered when purchasing equipment for a food and beverage service
area are:

 Flexibility of use
 Type of service being offered
 Type of customer
 Design
 Color
 Durability
 Ease of maintenance
 Stack ability
 Cost and funds available
 Availability in the future- replacements
 Storage
 Rate of breakage i.e. crockery
 Shape
 Psychological effect on customers
 Delivery time
Familiarization of equipments

Chinaware

China is the general term denoting the vitrified earthenware used for serving food and beverages.
This is an important aspect in the presentation of the table. It is made of silica, soda ash and china
clay glazed to give a fine finish.

When purchasing china the points previously mentioned should be borne in mind. Other factors to
consider here are:

 Every item of earthenware should have a complete cover of glaze to ensure a reasonable
length of life. It should be light in weight.
 China should have a rolled edge which will give added reinforcement at the edge. One word
of caution here is that hygiene is most important-chipped china can harbor germs.
 The pattern should be under than on top of the glaze. However this demands additional
glaze and firing. Patterns on top of the glaze will wear and discolor very quickly. Therefore
china with the pattern under the glaze is more expensive but its life will be longer.
 China must be dishwasher proof and it should withstand temperature of 85*C.

Bone china

This is very fine, hard china that is very expensive. Only top class establishments would use it due
to its high price.

Hotel earthenware

This is produced in the United Kingdom in vast quantities and is the cheapest and least durable
hotel ware. Vitrified earthenware is particularly economical where it is in continuous use. Very
often earthenware produced for catering purposes is given a trade name by the manufacturer to
indicate its strength. Some examples of these are:

 Vitreous
 Vitrock
 Vitrex
 Vitresso
 Ironstone
 vitrified

Stone ware

This is a natural ceramic material traditionally made in the United Kingdom and fired at a very high
temperature, about 120*c. it is shaped by traditional hand crafting techniques so there is a wide
variety of shapes and finishes available, from matt finishes to a high gloss glaze. It is non-porous
and extremely durable with high thermal and shock resistance. The price is slightly higher than
earthenware due to a long life guarantee.
Porcelain

This is of a completely different composition with a semi-translucent body normally blue/grey, and
has a high resistance to chipping.

Storage

China should be stored on shelves in piles of approximately two dozen. Any higher may result in
their toppling down. They should be stored at a convenient height for placing on, and removing
from the shelves without any fear of accidents occurring. If possible china should be kept covered to
prevent dust and germs settling on it.

GLASSWARE

Glass also contributes to the appearance of the table and the overall appearance of the room. There
are two main types of glass, lead crystal and soda lime. Lead crystal is the best and has a good
finish. In the catering industry soda lime glass is used more as it can be mass-produced and is hardy
and resistant to impact and thermal shock.

Handling:

 A glass is always lifted by its stem or at the base

 A glass is never picked up with the rim between thumb and finger
 Broken/chipped glasses are removed to the dustbin immediately

Types of glassware:

Crystal: crystal is glassware that contains lead and the lead gives it not only a musical tone and a
super shine but also adds to their market value. Crystal is seldom tinted

Hand blown:

Refers to the method wherein the glassmakers dip a long ware into a pot of molten glass, pick up
blob at one end of the pipe and then blow into it until the bowl takes shape. The blown bubble is
twisted, turned, rubbed and paddled until it achieves the final perfect curve

Blown:

The glass is similar but machine-made

Pressed glassware: the least expensive of this type is made by pouring molten glass into moulds
from which it takes its shape

Cut glass: is cut and engraved and polished to reflect as much light as possible
Storage:

Glasses are normally stored in a glass pantry and should be placed in single rows on paper-lined
shelves, upside down to prevent dust settling in them. An alternative to this is to have plastic coated
wire racks made specifically for the purpose of stacking and storing the glasses. Such racks are also
a convenient method of transporting glassware from one point to another and cut down on
breakages. Tumblers should not be stacked inside one another as this may result in heavy
breakages and cause accidents to staff.

Silverware:

Silver is a relatively soft metal which is found naturally in the earth but generally in the form of
silver salts, from which the metal is extracted. It is a white metal and is unaffected by water, pure
air and the majority of food stuffs. Sterling silver is an alloy containing 92.5% silver and the
remainder is mostly copper which is added to harden the silver and yet not change other properties
of the metal. Sterling is obviously more expensive than silver plates and is seldom used in hotel and
other places.

In silver plated tableware two grades have been specified:

Standard for general use

Restaurant thicker grade for restaurant use and marked with an ‘R’.

The minimum thickness of silver plating quoted should give a life of at least 20 years, depending on
usage. The hallmark on silver tells two things. The two symbols represent the standard of silver
used and the assay office responsible. The two letters are the maker’s mark and the date letter.

STAINLESS STEEL

This is available in different grades. Good British flatware and cutlery is made of 18/8 stainless
steel. This is 18% chromium and 8% nickel. Stainless steel is finished by different degrees of
polishing:

 High polish finish

 Dull polish finish
 A light grey matt, non-reflective finish

Storage

Careful storage of cutlery and flatware is most important. Ideally, there should be boxes or drawers
for each specific item, each box or drawer being lined with baize to prevent the items concerned
sliding about and becoming scratched and marked. Other items of hollow ware should be stored on
shelves which are labeled showing where the different items go. They must be stored at a
convenient height for placing on and removing from the shelves.

Silver cleaning methods

Polivit (soda aluminium method)

A polivit is an aluminium metal sheet containing holes which is best used in an enamel or
galvanized iron bowl. The polivit is placed in the bowl together with some soda. The silver to be
cleaned is then put into the bowl, ensuring that at least one piece of silver has contact with the
polivit. Sufficient boiling water is poured into the bowl to cover the silver being cleaned. A chemical
reaction takes place between the polivit, soda, boiling water and silver, which causes the tarnish to
be lifted. After three to four minutes the silver should be removed from the bowl and placed into a
second bowl of boiling water and rinsed. On removal from the second bowl the silver is allowed to
drain and then polished with a clean, dry rag.

Plate powder

This is a pink powder which needs a mixing with a little methylated spirit to obtain a smooth paste.
The reason for using methylated spirit to mix the powder is that when the paste is rubbed on the
article the spirit evaporates much more quickly than would water and the silver is therefore ready
for polishing much more quickly. If, however, methylated spirit is not available, then water may be
used, but the cleaning process takes a little longer.

The smooth paste, once prepared, is rubbed onto the article being cleaned with a clean piece of
cloth. The paste must be rubbed well in to remove all tarnish. The article is then left until the paste
has dried and the paste is then rubbed off with a clean cloth. It is advisable to rinse the article well
in very hot water and to give a final polish with a clean dry rag. When silver is cleaned that has a
design or engraving on it, a small toothbrush may be used to brush the paste into the design and a
clean one used to remove it.

Silver dip

This is a pink colored liquid which must be used in a plastic bowl. The silver to be cleaned is placed
into a wire basket and dipped into the plastic bowl containing the silver dip. All the silver articles
being cleaned should be covered by the liquid. The silver should be left in the bowl only a very short
while and then lifted out and drained. After draining it is placed in warm water, rinsed and then
polished with a clean dry rag.
Burnishing machine

This is a revolving drum with a safety shield. It may be plugged into the mains. It has a portable
container in which water is filled with the help of a box pipe. Depending on the size of the
burnishing machine in use, it is divided into compartments to hold specific sizes of silver. It is also
possible to insert a rod through the centre of the drum from one end to the other. This rod is
removable and is passed through the handles of tea pots, coffee pots, milk jugs, sugar basin etc. to
hold them in position while the drum is revolving.

In order for the burnishing machine to run effectively it should approximately be filled with lead
shots. To these a certain amount of soap solution is then added according to the manufacturer’s
instructions. The silver is placed inside and then the lid is clamped down tightly. The main water
supply is turned on to ensure a constant flow of water. Then water is poured into the drum until the
lead balls are covered before the lid is clamped down. The machine is then switched on. This
mixture of water and soap acts as a lubricant between the silver and balls. Thus all types of tarnish
are removed but the silver should be rinsed in hot water and wiped with a clean cloth. The lead
shots must always be kept covered with water otherwise they rust very quickly.
 UNIT-3

FOOD SERVICE AREAS

SPECIALITY RESTAURANTS

Service in a specialty restaurant is both normal and stylish. The prices tend to be high because of
higher overheads. The menu may be an ala carte, buffet, or a table d’ hote. Waiters should be highly
skilled, as specialized services such as preparation of food at tables and flambé may have to be
done.

Normally every five star hotel has at least one specialty restaurant. In India, multi-cuisine specialty
restaurants are fairly popular, as they offer guests a wide variety of choice of food items. These
restaurants normally function during lunch and dinner sessions and at times are open only for
dinner. Entertainment in the form of music by a band or an orchestra may also be provided. If it is
an ethnic restaurant, traditional dances may also be performed.

For a specialty restaurant to be profitable, it should provide not only excellent food and service but
also good décor and ambience of the restaurant. The equipment used should be of a high standard
as this will enrich the entire dining experience of guests.

COFFEE SHOP

This outlet is open twenty four hours for service. It generally serves pre plated food. However, in
the case of Indian food, the entrée dishes are placed on the table and the service is not very
elaborate and formal.

Promptness of service is of prime importance. The prices are not as high as in a specialty
restaurant. Dining in a coffee shop is a casual affair, and many coffee shops have a list of
enthusiastic regulars. Coffee shop in luxury hotels are often the only venues where one can get a
decent meal or a snack long after other restaurants have closed. Liquor is not served after licensing
hours; however, this depends on the laws of the state.

The menu in a coffee shop is varied. Different menus are used during different times of the
day/night. For example, there is normally a breakfast menu, a lunch and dinner menu, a snack
menu, and a midnight menu. The number and types of menus are decided by the management in
consultation with the chef and the food and beverage manager after carefully studying the market
conditions, the location of the hotel and the availability of staff to man the coffee shop round the
clock. The revenue generated from this outlet is the second highest in the food and beverage service
department. It is however necessary to change the menu, décor and ambience from time to time to
keep the guests coming back. This outlet is also the venue for many food festivals.

CAFETERIA

This service exist normally in industrial canteens, colleges, hospitals or hotel cafeterias to facilitate
quick service, the menu is fixed and is displayed on large boards. The guests may have to buy
coupons in advance, present them to the counter waiter who then serves the desired item
sometimes food is displayed behind the counter and the guests may indicate their choice to the
counter attendant. The food is served preplated and the cutlery is handed directly to the guest.
Guests may than sit at tables and chairs provided by the establishment. Sometimes high tables are
provided where guests can stand and eat.

GRILL ROOM SERVICE

In this form of service various meats are grilled in front of the guests. The meats may be displayed
behind a glass partition or well- decorated counter so that the guest can select his exact cut of meat.
The food comes preplated.

BANQUETS

This outlet is usually the largest revenue earning outlet in the food and beverage service
department. It serves food and beverages to a gathering of people at special functions such as
weddings, parties, receptions, cocktails, dinners, seminars, conferences and meetings. Banquets
functions can be held at lunch or dinner time and the pattern of operations may vary from one kind
to another. The outlet also rents out banquet halls for exhibitions, concerts and other programmes.

BAR

There are normally two kinds of bars in Indian hotels. One is the public bar and the other is the
service or dispense bar. The public bar is located in the public area, and is used for the service of
paying customers, be it in-house guests or non-residents. Cocktail snacks may also be served here.
Services should be fast and discreet and the bar staff should be well prepared to handle the rush
hour. Good décor, ambience, efficient staff and availability of a wide variety of beverages and snacks
help to attract more customers.

The service or the dispense bar is used to other outlets of the hotel such as coffee shop, room
service outlet, banquets and the specialty restaurant. It is generally located in the back area of the
hotel and is open round the clock. It should be adequately equipped to meet the demands of all the
outlets.
DISCOTHEQUE

A restaurant which is principally meant for dancing to recorded music. A live band may also
perform. An essential part of a discotheque is a bar while the food offered consists mainly of snacks.

FAST FOOD RESTAURANTS

There is a predominant American influence in fast food style of catering. The service of food and
beverages in a fast food restaurant is at a faster pace, than at an ala carte restaurant as the menu is
compiled with a special emphasis on the speed of preparation and service. To make this type of
service financially viable, a large turnover of customers is necessary. The investment is rather large,
due to the specialized and expensive equipment needed and high labor costs involved.

AUTOMATIC VENDING

In the broadest sense, automatic vending may be defined as ‘selling by automation’. It is a form of
automatic retailing using one of the following.

 Coin
 Banknote
 Token
 Money card
The types of service available may be broken into twp areas, namely service and facilities and
consumables.

Service and facilities consumables

 TV time Hot and cold beverages

 Gas Meals
 Water Confectionery
 Electricity Tobacco
 Shoe cleaning Alcoholic drinks
 Car parking
 Toilets
 Baggage store

ROOM SERVICE

Room service is a facility offered by hotels whereby a guest who stays in the room can order his
food over the telephone and have it served in his room saving him the trouble of going to a
restaurant. A room service menu offers the choice of breakfast, lunch and dinner varieties besides
snacks.

Types
Centralized

Room service originates from a location which is in close proximity to the main kitchen. The order
is received by the order taker and passed on to the kitchen from where the food is picked up.

Decentralized

Where room service operates from an area other than the centralized room service as in

Mobile pantry: an elevator is equipped as a pantry and is able to dispense orders up to a

continental breakfast. Except for heating, no cooking of food takes place. The order is placed with
the centralized room service department which in turn informs the mobile pantry. This facility is
provided in multi storied buildings to facilitate speedy service.

Floor pantry: located on each floor or one pantry for given number of floors. The order is placed in
the same way as the mobile pantry.

Mini bars: this is a special facility provided in the rooms where drinks in miniature bottles are
placed in a small fridge for the guest’s personal use. The guest is charged on the basis of what he
has consumed

AUXILLIARY DEPARTMENTS IN FOOD AND BEVERAGE SERVICE AREA

INTRODUCTION

In any establishment a customer’s first impressions on entering the service area are of great
importance. The creation of atmosphere, by the right choice of décor, furnishings and equipment, is
therefore a major factor that contributes to the success of the food service operation. A careful
selection of items in terms of shape, design and color enhances the overall décor or theme and
contributes towards a feeling of total harmony. The choice of furniture and its layout and the linen,
tableware, small equipment and glassware will be determined by considering:

 The type of clientele expected

 The site or location of the establishment
 The layout of the food and beverage service area
 The type of service offered
 The funds available

Depending on the style of operation, there may be many service areas behind the scenes, or what
may be termed ’back of house’. These are required to be well organized, efficiently run and
supervised, and stocked with well-designed equipment. It is necessary for all these factors to work
together to contribute to the overall success of the food and beverage operation.

The back of house service areas are usually between the kitchen and food and beverage service
areas. The service areas themselves are some of the busiest of a food service establishment,
especially during the service periods. Because of this, it is important that department heads ensure
all staff knows exactly what their duties are and how to carry them out efficiently and effectively.

In general, especially in large operations, five main back-of-house service areas can be identified:

 pantry
 Still room
 Silver or plate room
 Hot plate
 Spare linen store
 Wash up
 Kitchen stewarding

A well designed layout of these areas is essential to ensure an even flow of work by the various
members of staff.

PANTRY

It is the area between the restaurant and the kitchen for doing the misc-en-place. This is where the
restaurant staff can place the dirty plates; pick up clean plates and other washed and wiped
crockery and cutlery to be used in the restaurant. Also used for placing soiled linen.

A service pantry may contain:

 Shelves or cupboards for stocking glassware, crockery.

 A box for dirty silverware
 A table with under shelves for dirty plates
 Bins for rubbish
 Sink with hot and cold water and a draining board
 A linen box for receiving dirty linen
 A plate warmer for plates to be used in the restaurant
 A water cooler

STILL ROOM

The main function of the still room is to provide items of food and beverages required for the
service of a meal and not catered for by the other major departments in a food service operation,
such as the kitchen, larder and pastry. The duties performed in this service area will vary according
to the type of meals offered and the size of establishment concerned.

Equipment

 Refrigerator for storage of milk, cream, butter, fruit juices and so on

 Butter machine
  Coffee machine
 Large double sink and draining board.
 Salamander or toasters
 Bread slicing machine
 Worktop table and cutting board
 Cooking range for porridge, boiled eggs.
 Storage space for dry stock as well as chinaware
 Coffee grinding machine
 Ice maker

Provisions

As a basic guide, the following food items would normally be dispensed from the stillroom:

 All beverages such as coffee, tea, chocolate, tisanes, Bovril, horlicks, oval tine and other
drinks
 Assorted fruit juices: orange, tomato, pineapple and grapefruit
 Milk, cream and alternatives
 Sugars: loose, pre-wrapped portions, brown coffee crystals, demerara etc. and alternatives
 Preserves: marmalade, cherry, plum, raspberry, strawberry, apricot and honey.
 Butter
 Sliced and buttered brown, white and malt bread
 Rolls, brioche and croissants
 Bread items
 Dry cracker, digestive and water biscuits for service with cheese
 Assorted breakfast cereals
 Toasted scones and teacakes
 Pastries, gateaux and sandwiches
 Porridge and boiled eggs

SILVER ROOM OR PLATE ROOM

In larger, more luxurious establishments, the silver room, or plate room as it is sometimes known,
is a separate service area. In smaller establishments it is often combined with the pantry wash-up
area. The silver room should hold the complete stock of silver required for the service of all meals
together with a slight, surplus stock in case of emergency. The storage of silver is more important.
The large silver such as flat, silver soup tureens, etc. are stored on the shelves, with all the flats of
even size stored together and so on. All shelves are labeled showing where each different items
goes. This makes it easier for control purpose and stacking. When stacking silver the heavier items
should go on the shelves lower down and the smaller and lighter items on the shelves higher up.
This helps to prevent accidents. All cutlery and flatware, together with the smaller items of salver
such as ashtrays, cruets, butter dishes, special equipment, table numbers and menu holders, are
best stored in drawers lined with green baize. This helps to prevent noise and stops the various
items sliding about the drawer when it is opened and closed and so becoming scratched and
marked.

Hot plate (food pick up area)

The hot plate may be regarded as the meeting point between the service staff and the food
preparation staff. Active cooperation and a good relationship between the members of staff of these
two areas help to ensure that the customer receives an efficient and quick service of the meal. This
cooperation also ensures that all the food dishes are served well and attractively presented.

The aboyeur (or barker) is in charge, and controls the hot plate during the service period. The
hotplate itself should be stocked with all the crockery necessary for the service of a meal. This may
include some or all of the following items: soup plates, fish plates, joint plates, sweet plates,
consommé cups, platters and soup cups.

The silver required for service is often placed on the top of the hot plate and used as required. The
hot plate is usually gas or electrically operated and should be lit/switched on well in advance of the
service to ensure all the necessary crockery and silver is sufficiently heated before the service
commences.

The aboyeur who controls the hot plate over the service period will initially receive the food check
from the waiter. Any written food orders must be legible to the aboyeur so that there is no delay in
calling-up a particular dish. He/ she checks that none of the dishes ordered are off the menu. Then
the order from the various ‘corners’ of the kitchen is called up, as each particular dish is required. If
a dish required has to be prepared dish is required. If a dish required has to be prepared and
cooked to order, then it is important that the aboyeur orders this to be done before the waiter who
is going to serve the dish, or for the customer who is waiting for the next course to be served. When
a food check is finished with it is placed into a control box. This box is often kept locked and can
only be opened by a member of staff from the control department who, for control purposes, checks
the copy of the food check from the kitchen with the copy the cashier has and the duplicate copy of
the bill.

Spare linen store

Another back of house service area that is generally found within establishments is the spare linen
cupboard or store. This is normally the responsibility of a senior member of the service staff and is
kept locked for control purposes. This spare linen stock is held near the food service area in case of
emergency. The linen is changed when necessary, and usually on the basis of one clean item in
exchange for one dirty item.

Wash-up

Washing up is most important and the service area must be settled correctly so that the brigade
can work speedily and efficiently when passing from the food service areas to the kitchen. The
waiter should stock trays for duties correctly at the sideboard with all the correct size plates
together and tableware stacked with the blades of the knives running under the arches of the forks.
All glassware should be stacked on separate trays and taken to a separate wash up point. All used
paper napkins, doilies or kitchen paper should be placed in a separate bin. The server must place
any debris into the bin or bowl provided.

For a hygienic wash up the generally recognized requirements are a good supply of hot
water at a temperature of 60 degree Celsius for general cleaning followed by sterilizing, and then
rinsing at a temperature of 82 degree Celsius for at least one minute.

The object cleaning utensils is to remove any material from them on which micro-organism
which is already present i.e. to sterilize or disinfect. These objects can be achieved either by

(3) Hand Dishwashing

(4) Mechanical Dishwashing

Hand dishwashing: dishwashing by hand can be done by the two sink method or by the three sink
method. Both these systems start with the removal of leftover food, followed by a preliminary wash
under running hot water which helps to preserve the cleanliness. The dirt is removed from the
utensils by scraping and then rinsing under running hot water which helps to preserve the
cleanliness. The dirt is removed from the utensils by scraping and then rinsing under the forced
water stream.

Three sink method:

After the dishes have been sorted out and the dirt has been removed, the utensils are washed in hot
detergent solution in the first compartment, then in the compartment second at the temperature of
water is 110*F and 120*F. after the dishes are thoroughly clean they are sterilized in a third
compartment.

One method for sterilizing both dish and cooking utensils is by immersing them for at least 2
minutes in lukewarm chlorine water. Dishes and utensils must be thoroughly cleaned in a chlorine
rinse for an effective germicidal treatment. The desired temperature of water may be maintained
by a thermostat- controlled heater arrangement.

Two sink method:

The simplest and most effective way of having germ-free cutlery and utensils is with the two-sink
method. Washing of utensils is done in the first sink which contains in hot water (110*F-115*F) and
suitable detergents. After removing and draining from the sink, the utensils are transferred to sink
number two for rinsing and sterilizing.

Mechanical Dishwashing

This method saves a lot of time and labor ensuring that a good supply of cleaned sterilized crockery
is available.

There are 3 main types:

Spray types: The dishes are placed in racks which slide into the machine where they are subjected
to a spray of hot detergents and water at 48*C-60*C from above and below. The rack then moves on
to the next section where they are rinsed by a fresh hot water shower of 80*C. at this temperature
they are sterilized and on passing out into the open they dry off quickly.

Brush type machine: Revolving brushes are used for the scrubbing of each article in hot detergent
water. The articles used are then rinsed and sterilized in another compartment.

Agitator water machine: Basket of dishes is immersed by the mechanical agitation of hot
detergent water. The loaded basket is then given a sterilizing rinse in another compartment.

Dishwashing machines are expensive and it is essential that the manufacturer’s instructions with
regards to its use and maintenance are followed while operating them.

Food waste dispenser: food waste dispenser is operated by electricity and takes all kinds of
rubbish including bones, fats, scraps and vegetable refuse. Almost every type of rubbish with the
exception of rags and tins are finely ground and then rinsed down the drain. It is the most modern
and hygienic method of waste disposal. Care should be taken by handlers not to push waste into
machine with metal objects as this can cause damage.
 Unit -4

FOOD & BEVERAGE SERVICE EQUIPMENT

Restaurant equipment

The general points to be considered when purchasing equipment for a food and beverage service
area are:

 Flexibility of use
 Type of service being offered
 Type of customer
 Design
 Color
 Durability
 Ease of maintenance
 Stack ability
 Cost and funds available
 Availability in the future- replacements
 Storage
 Rate of breakage i.e. crockery
 Shape
 Psychological effect on customers
 Delivery time

Familiarization of equipments

Chinaware

China is the general term denoting the vitrified earthenware used for serving food and beverages.
This is an important aspect in the presentation of the table. It is made of silica, soda ash and china
clay glazed to give a fine finish.
When purchasing china the points previously mentioned should be borne in mind. Other factors to
consider here are:

 Every item of earthenware should have a complete cover of glaze to ensure a reasonable
length of life. It should be light in weight.
 China should have a rolled edge which will give added reinforcement at the edge. One word
of caution here is that hygiene is most important-chipped china can harbor germs.
 The pattern should be under than on top of the glaze. However this demands additional
glaze and firing. Patterns on top of the glaze will wear and discolor very quickly. Therefore
china with the pattern under the glaze is more expensive but its life will be longer.
 China must be dishwasher proof and it should withstand temperature of 85*C.

Bone china

This is very fine, hard china that is very expensive. Only top class establishments would use it due
to its high price.

Hotel earthenware

This is produced in the United Kingdom in vast quantities and is the cheapest and least durable
hotel ware. Vitrified earthenware is particularly economical where it is in continuous use. Very
often earthenware produced for catering purposes is given a trade name by the manufacturer to
indicate its strength. Some examples of these are:

 Vitreous
 Vitrock
 Vitrex
 Vitresso
 Ironstone
 vitrified

Examples of Chinaware with approximate sizes are:

Sl. No. NAME MAIN USE STYLE APPROX. SIZE

01 Side Plate Bread, cheese, underplate, Round 6 inches in diameter
or quarter plate
02 Half plate Fish dishes, sweet and Round 8 inches in diameter
desserts
03 Dinner Plate/ full Main course Round 10 inches in diameter
plate/ Joint plate
04 Soup plate Soup Round and 9 inches in diameter
Deep
05 Soup Bowl Desserts, cereals, soups Deep and 4.5 to 5 inches in
 Round diameter.
06 Tea cup and saucer Tea, Coffee, Hot beverages Tea cup - 6 oz in volume
07 Demi - tasse cup & Coffee 3 to 3.5 oz in volume
saucer

08 Other Chinaware
for special items:

a) Milk jug
b) Coffee pot
c) Tea pot
d) Sugar bowl
e) Cruet set
f) Sugar bowl
g) Butter dish
h) Egg cup
i) Ash tray
j) Platters

Stone ware

This is a natural ceramic material traditionally made in the United Kingdom and fired at a very high
temperature, about 120*c. it is shaped by traditional hand crafting techniques so there is a wide
variety of shapes and finishes available, from matt finishes to a high gloss glaze. It is non-porous
and extremely durable with high thermal and shock resistance. The price is slightly higher than
earthenware due to a long life guarantee.

Porcelain

This is of a completely different composition with a semi-translucent body normally blue/grey, and
has a high resistance to chipping.

Storage

China should be stored on shelves in piles of approximately two dozen. Any higher may result in
their toppling down. They should be stored at a convenient height for placing on, and removing
from the shelves without any fear of accidents occurring. If possible china should be kept covered to
prevent dust and germs settling on it.

GLASSWARE

Glass also contributes to the appearance of the table and the overall appearance of the room. There
are two main types of glass, lead crystal and soda lime. Lead crystal is the best and has a good
finish. In the catering industry soda lime glass is used more as it can be mass-produced and is hardy
and resistant to impact and thermal shock.
Handling:

 A glass is always lifted by its stem or at the base

 A glass is never picked up with the rim between thumb and finger
 Broken/chipped glasses are removed to the dustbin immediately

Types of glassware:

Crystal: crystal is glassware that contains lead and the lead gives it not only a musical tone and a
super shine but also adds to their market value. Crystal is seldom tinted

Hand blown:

Refers to the method wherein the glassmakers dip a long ware into a pot of molten glass, pick up
blob at one end of the pipe and then blow into it until the bowl takes shape. The blown bubble is
twisted, turned, rubbed and paddled until it achieves the final perfect curve

Blown:

The glass is similar but machine-made

Pressed glassware: the least expensive of this type is made by pouring molten glass into moulds
from which it takes its shape

Cut glass: is cut and engraved and polished to reflect as much light as possible

Storage:

Glasses are normally stored in a glass pantry and should be placed in single rows on paper-lined
shelves, upside down to prevent dust settling in them. An alternative to this is to have plastic coated
wire racks made specifically for the purpose of stacking and storing the glasses. Such racks are also
a convenient method of transporting glassware from one point to another and cut down on
breakages. Tumblers should not be stacked inside one another as this may result in heavy
breakages and cause accidents to staff.

The following are examples of glassware with approximate capacity.

NAME CAPACITY NAME CAPACITY

1. Water tumbler 8.5-10 ozs 8. Sherry Glass 5 ozs

2. Water goblet 10 ozs 1. Brandy snifter / balloon 10 - 12 ozs

3. Red wine glass 7 ozs 2. Old fashioned glass 9 ozs

 4. White wine glass 5.5 ozs 3. Collins glass 12 ozs

5. Champagne tulip 6 - 8 ozs 4. Liqueur glass 1 oz

6. Champagne flute 6 ozs 5. Roly Poly glass 4 - 5 ozs

7. Champagne saucer 5 ozs 6. Pony tumbler 4 ozs

Silverware:

Silver is a relatively soft metal which is found naturally in the earth but generally in the form of
silver salts, from which the metal is extracted. It is a white metal and is unaffected by water, pure
air and the majority of food stuffs. Sterling silver is an alloy containing 92.5% silver and the
remainder is mostly copper which is added to harden the silver and yet not change other properties
of the metal. Sterling is obviously more expensive than silver plates and is seldom used in hotel and
other places.

In silver plated tableware two grades have been specified:

Standard for general use

Restaurant thicker grade for restaurant use and marked with an ‘R’.

The minimum thickness of silver plating quoted should give a life of at least 20 years, depending on
usage. The hallmark on silver tells two things. The two symbols represent the standard of silver
used and the assay office responsible. The two letters are the maker’s mark and the date letter.

STAINLESS STEEL

This is available in different grades. Good British flatware and cutlery is made of 18/8 stainless
steel. This is 18% chromium and 8% nickel. Stainless steel is finished by different degrees of
polishing:

 High polish finish

 Dull polish finish
 A light grey matt, non-reflective finish

Storage

Careful storage of cutlery and flatware is most important. Ideally, there should be boxes or drawers
for each specific item, each box or drawer being lined with baize to prevent the items concerned
sliding about and becoming scratched and marked. Other items of hollow ware should be stored on
shelves which are labeled showing where the different items go. They must be stored at a
convenient height for placing on and removing from the shelves.

Silver cleaning methods

Polivit (soda aluminium method)

A polivit is an aluminium metal sheet containing holes which is best used in an enamel or
galvanized iron bowl. The polivit is placed in the bowl together with some soda. The silver to be
cleaned is then put into the bowl, ensuring that at least one piece of silver has contact with the
polivit. Sufficient boiling water is poured into the bowl to cover the silver being cleaned. A chemical
reaction takes place between the polivit, soda, boiling water and silver, which causes the tarnish to
be lifted. After three to four minutes the silver should be removed from the bowl and placed into a
second bowl of boiling water and rinsed. On removal from the second bowl the silver is allowed to
drain and then polished with a clean, dry rag.

Plate powder

This is a pink powder which needs a mixing with a little methylated spirit to obtain a smooth paste.
The reason for using methylated spirit to mix the powder is that when the paste is rubbed on the
article the spirit evaporates much more quickly than would water and the silver is therefore ready
for polishing much more quickly. If, however, methylated spirit is not available, then water may be
used, but the cleaning process takes a little longer.

The smooth paste, once prepared, is rubbed onto the article being cleaned with a clean piece of
cloth. The paste must be rubbed well in to remove all tarnish. The article is then left until the paste
has dried and the paste is then rubbed off with a clean cloth. It is advisable to rinse the article well
in very hot water and to give a final polish with a clean dry rag. When silver is cleaned that has a
design or engraving on it, a small toothbrush may be used to brush the paste into the design and a
clean one used to remove it.

Silver dip

This is a pink colored liquid which must be used in a plastic bowl. The silver to be cleaned is placed
into a wire basket and dipped into the plastic bowl containing the silver dip. All the silver articles
being cleaned should be covered by the liquid. The silver should be left in the bowl only a very short
while and then lifted out and drained. After draining it is placed in warm water, rinsed and then
polished with a clean dry rag.

Burnishing machine
This is a revolving drum with a safety shield. It may be plugged into the mains. It has a portable
container in which water is filled with the help of a box pipe. Depending on the size of the
burnishing machine in use, it is divided into compartments to hold specific sizes of silver. It is also
possible to insert a rod through the centre of the drum from one end to the other. This rod is
removable and is passed through the handles of tea pots, coffee pots, milk jugs, sugar basin etc. to
hold them in position while the drum is revolving.

In order for the burnishing machine to run effectively it should approximately be filled with lead
shots. To these a certain amount of soap solution is then added according to the manufacturer’s
instructions. The silver is placed inside and then the lid is clamped down tightly. The main water
supply is turned on to ensure a constant flow of water. Then water is poured into the drum until the
lead balls are covered before the lid is clamped down. The machine is then switched on. This
mixture of water and soap acts as a lubricant between the silver and balls. Thus all types of tarnish
are removed but the silver should be rinsed in hot water and wiped with a clean cloth. The lead
shots must always be kept covered with water otherwise they rust very quickly.