HAWASSA UNIVERSITY

SCHOOL OF HOTEL AND TOURISM MANAGEMENT

HOTEL MANAGEMENT DEPARTMENT COURSE OUTLINE

Course Title /Code Food and Beverage Service I/HMgt 4112

Course Credit 3

Course instructor Demeksa S.

Course Objective At the end of this course, students will be able to:

 State types of food and beverage service outlets

 Understand the organization of food &beverage service personnel
 Know basic service equipment’s of food &beverage service
 Recognize the attributes of food &beverage service personnel
 Appreciate basic technical and interpersonal skills
 Understand menu types and cover
Course description This course deals with the history and evolution of catering industry; the types of
food and beverage outlets; the methods of service; the basic equipment and tools
used; layout of the food and beverage service areas; the rationale in food and
beverage service procedure; the hierarchy, duties and responsibilities of service
personnel; the types of menu and covers; overview of restaurant and bar; table
cover set up; an overview of food and beverage service equipment and tools; napkin
folding

Pre-requisite None

Course status Major

Topics and sub topics

Unit one:-Introduction to Food And Beverage Service Industry

 History and evolution

 Types of food and beverage outlets/operation

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 Unit Two:-Organization of Food and Beverage Service Establishments

 Hierarchical structure
 Duties and responsibilities of service personnel
 Attributes of food and beverage service personnel
 Layout of food and beverage service area
Unit Three:-Basic Food & Beverage Service Equipment
 Table-ware
 Flat-ware
 Cutlery and crockery
 Hollow-ware
 Glass-ware
Unit Four :- Service Methods and Procedure

 Types of service
Unit Five:-Menu and Cover

 Understanding menu
 Basic accompaniments and cover

Teaching and learning methods

Class room contact/lecture, Group work, tutorial(assignment solving and further explanation),
laboratory(practical classes), and individual learning( home study)

Assessment Quiz (two)…5% each……….10%

Assignment(two)…5%---------10%

Practical participation……….25%

Practical exam………………15%

Final Exam ………………….40%

*Assignments should be both individual and group with presentation

Course expectation Preparedness: you must come to class prepared by bringing your appropriate
materials like handouts, text books, notes, completed assignments and other
activities on time.

Participation: Make active Participation during discussion (you must participate in

class).

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 Medium: use most commonly English language during your education

Policy Attendance: it is necessary to come to class on time and every time. 90% attendance
is obligatory

Quiz/ assignment: if you miss any of the quizzes, assignments or exams, no makeup
test will be given.

Cheating: you must do your own work and not copy and get answers from someone
else. Do not use unconcerned stuffs inside class

Reference  Dennis Lillicrap: Food and Beverage Service; 6thed

UNIT ONE

FOOD AND BEVERAGE OPERATIONS

Foodservice industry is defined in its broadest sense to mean all establishments where food is
regularly served outside the home. Such establishments include formal restaurants, hotel or
motel and department store dining rooms, coffee shops, family restaurants, specialty and
ethnic restaurants, and fast-food outlets.
Foodservices that are operated in schools, colleges, and universities; hospitals, nursing homes,
and other health care settings; recreational facilities; transportation companies; the military;
correctional facilities; office buildings and plants; convenience stores, supermarkets, service
delis, and department stores; and community centers and retirement residences are also
included.
It is possible to make a number of distinctions between the many different types of food and
beverage outlets. First, there is a distinction between those outlets that operate on a strictly
commercial basis and those that are subsidized.
A second distinction concerns the type of market served. In some cases, the market is confined
to restricted groups, as for example, in a hospital or a prison or on a cruise ship, while in other
cases the outlet is open to the public at large. A third distinction is between outlets where
catering is the main activity of the undertaking, as for example, in a privately owned

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commercial restaurant, and those where it is a secondary activity, as is the case with travel
catering or school meal catering.

CLASSIFICATION OF FOOD AND BEVERAGE OPERATIONS

A. COMMERCIAL CATERING
B. SUBSIDIZED OR WELFARE CATERING

A. COMMERCIAL CATERING
Commercial food and beverage outlets may be defined as those operations in which
profitability is the primary concern. It is worth noting that in the commercial sector, catering
may be the main activity of the organization or company or it may simply be a secondary or
additional service to customers, for example, catering in departmental stores or theatres.

Commercial catering could be further classified as

I. Those outlets which serve a restricted market

II. Commercial Catering for General Market

I. Those outlets which serve a restricted market

The market can be restricted in a number of ways:
 By way of membership criteria as in the case of catering in clubs or
 By the fact that the catering is only available to those engaged in a specific activity as in
the case of transport catering.
Clearly, there will be some overlap in a few cases. For example, catering at a railway station is
normally open to the traveler as well as to the general public.

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 FOOD AND BEVERAGE OPERATIONS

COMMERCIAL SUBSIDIZED

INSTITUTIONAL
OPEN MARKET RESTRICTED EMPLOYEE
CATERING
CATERING

HOTEL CLUB CONTRACT SCHOOLS

CATERING

IN HOUSE COLLEGES
RESTAURANT TRAVEL CATERING CATERING

HOSPITAL
PUB

II. Commercial Catering for General Market:

The provision of food and beverage facilities in hotels ranges from the self-services style often
adapted for specific meal periods by transit or motel-type hotels, to waiter silver service used
by luxury and resort hotels. In the latter establishments, the food and beverage facilities are
usually presented as one of the many features of the hotel because the guests may be staying

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at the hotel for some time rather than just a night or so as may be the case in transit hotels. The
types of food and beverage found in hotels include silver service restaurants, licensed bars,
coffee shops and snack bars, and buffet restaurants, room service and banquet facilities. Some
of these facilities are only available to hotel residents, or ‘In-House trade’, for example room
service; while the others, for example banquet, coffee shops and other restaurants, are
advertised outside the hotel in order to attract outside customers.

COMMERCIAL CATERING FOR THOSE ENGAGED IN SPECIFIC ACTIVITIES

Transport Catering: Transport catering (i.e. road, rail, air and sea) has a number of
characteristics not commonly associated with other food and beverage outlets. It usually
involves the feeding of a large number of customers arriving together at a catering facility, and
who need to be catered for in a specific time period, e.g. on board a plane. Sufficient food and
beverage supplies are usually carried for a specific number of meal periods, as, if for any
reasons this food cannot be served to customers, alternative supplies may not be readily
available. The service of food and beverage may be particularly difficult due to the physical
conditions within the service area e.g. turbulence on board a plane. Finally, there are the
problems of staffing these food and beverage facilities; the extra costs involved in the
transportation and service of the food and beverages; space restrictions and the problem of
security whilst the operation is the transit.

Four main types of Transport Catering may be identified:

A. Road :

Road catering has progressed from the inns and taverns of earlier days used by those travelling
on foot and horseback to the present-day motorway service areas situated along the
motorways which cross the country. These service areas are open twenty-four hours a day and
have a particular problem of staffing as some employees have to be brought to and from work

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over a distance of twenty to thirty miles. Also because of their isolated locations, the hours they
are open, and the sheer volume of numbers involved at peak periods, these service areas are
also particularly prone to vandalism and littering. They do, however, provide a valuable catering
service to the travelling public and the food and beverage facilities usually include self service
and waiter service restaurants, vending machines and take-away food and beverages.

B. Rail :

Rail catering may be conveniently divided into two major areas namely,
 terminal catering and
 In-transit catering.
Catering at the railway terminals usually comprises licensed bars, self-service and waiter
service restaurants, fast food and take-away units, supplemented by vending machines
dispensing hot and cold food and beverage.
In-transit, catering basically consists of two main types of service. The first is the Restaurant Car
service where breakfast, lunch and dinner are organized in sittings and passengers go to the
Restaurant car for service where appropriate seating accommodation is provided. The other
type of service is the Buffet Car which is a self-service operation in which passengers can go to
the car and buy light refreshment over the counter. Such traditionally organized catering
facilities are, however, no longer suitable for the latest development in rail travel which include
the Advanced Passenger Train (APT) and the High Speed Train (HST). These trains demand a
very streamlined and compact catering service which can provide the customer with food and
beverage very quickly.

The adoption of the airline service style has been suggested for these new fast trains, and it
may be that something along these lines will be adopted in preference to the more traditional
forms of catering, which are not able to cope as efficiently with the catering demands of these
new fast speed trains.

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 C. Air :
Airline catering has increased and developed considerably over the past twenty-five years. It
originally consisted of sandwiches and flasks of tea, coffee and alcoholic beverages, but the
progression to today’s full and varied service is on par with that of aircraft development itself.
Like the Railways, Airline catering falls into two main areas:
 Terminal catering and
 ‘In-transit’ or ‘In-flight’ catering.
Food and beverage outlets at air terminals usually consist of self-service and waiter-service
restaurants supplemented by vending machines and licensed bars.
The in-flight catering service varies considerably with the class of travel, type and duration of
flight, etc. At one extreme, the food and beverage portions are highly standardized with the
meals portioned into plastic trays which are presented to the passengers and from which they
eat their meals. Disposable cutlery, napkins, etc. are used which reduces the facilities necessary
for washing-up and also cuts down on breakages and wastages. At the other extreme there is
virtually no portion control; service is from a gueridon trolley, food is portioned in front of the
customers and any garnishes, sauces, etc. added according to their requirements. The crockery
used may be bone china and this combined with fine glassware and cutlery creates an
atmosphere of high-class dining.

A characteristic of airline catering is that this service is often contracted out to a specialist
catering firm, which may be supplying a similar service to many airlines. The provision of a
catering service in air travel is normally inclusive in the price of the fare and a particular feature
now is the cable service facilities by the different airlines. The increasing use of airlines as a
common mode of transport has made competition fierce, and the area of food service is now a
particularly competitive aspect of the total service offered by an airline.

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 D. Sea

Sea or marine catering varies from the provision of food and beverages on the short sea-route
ferries where the catering service does not often feature prominently, to the large cruise or
passenger liners where the catering facilities are an important part of the service offered by the
shipping line, and are usually included in the price of the fare.

On the cruise liners the standard of catering facilities is high because they are an important
sales feature in a competitive activity. On the short sea routes, however, price is usually the
more important factor and because of the necessity to feed large number of people the
catering service provided is usually of the popular and fast-food type.

COMMERCIAL CATERING FOR MEMBERS

Clubs:

Clubs, as a sector of the hotel and catering industry, are establishments offering food and drink,
with at times accommodation, to members and bonafide guests. The types of clubs varying
from working men’s clubs, to political party clubs, social clubs, sporting clubs, restaurant clubs,
to the private exclusive clubs.

Function Catering:

Function catering may be described as the service of food and beverage at a specific time and
place, for a given number of people, at a known price. Examples of function catering include
social functions, such as wedding, dinner dances, business functions such as conferences,
meetings and work lunches; and those functions that are organized for both social and
business reasons such as outdoor catering at a show or exhibition.

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Function catering is found in both the commercial and noncommercial sector of the catering
industry. In the commercial sector, function catering is a specialized organization operating in
its own function facilities or as an outdoor-catering specialist operating in the clients’ facilities
or rented facilities or as a separate department within an hotel.

In the non-commercial sector, function catering is rarely the primary reasons for providing the
establishment with catering facilities. Such establishments include hospitals, schools, industrial
cafeterias, etc. where the functions are not usually organized on a purely profit basis as they
are in the commercial sector, but rather to serve a specific need of the organization. Typical
examples would be retirement parties, fund-raising events, etc.

COMMERCIAL CATERING FOR GENERAL MARKET

RESTAURANT
A restaurant is a retail establishment that serves prepared food to customers. Service is
generally for eating on premises, though the term has been used to include take-out
establishments and food delivery services. The term covers many types of venues and a
diversity of styles of cuisine and service.
Restaurants are sometimes a feature of a larger complex, typically a hotel, where the dining
amenities are provided for the convenience of the residents and, of course, for the hotel with a
singular objective to maximize their potential revenue. Such restaurants are often also open to
non-residents.
Restaurants range from unpretentious lunching or dining places catering to people working
nearby, with simple food and fixed menu served in simple settings at low prices, to expensive
establishments serving expensive specialty food and wines in a formal setting. In the former
case, customers usually wear casual clothing. In the latter case, depending on culture and local
traditions, customers might wear semi-casual, semi-formal, or even in rare cases formal wear.
Typically, customers sit at tables, their orders are taken by a waiter, who brings the food when

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it is ready, and the customers pay the bill before leaving. In some restaurants there will be a
host or hostess or even a maître d'hôtel to welcome customers and to seat them. Other staff’s
waiting on customers include busboys and sommeliers.

CLASSIFICATION OF RESTAURANTS
Restaurants can be classified by whether they provide places to sit, whether they are served by
wait-staff and the quality of the service, the formal atmosphere, and the price range.
Restaurants are generally classified into three groups:

1. Quick Service - Also known as fast-food restaurants. They offer limited menus that are
prepared quickly. They usually have drive-thru windows and take-out. They may also be self-
service outfits.
2. Mid scale - They offer full meals at a medium price that customers perceive as "good value."
They can be of full service, buffets or limited service with customers ordering at the counter
and having their food brought to them or self-service.
3. Upscale - Offer high quality cuisine at a high end price. They offer full service and have a high
quality of ambience.

TYPES OF RESTAURANTS
Restaurants often specialize in certain types of food or present a certain unifying, and often
entertaining, theme. For example, there are seafood restaurants, vegetarian restaurants or
ethnic restaurants. Generally speaking, restaurants selling "local" food are simply called
restaurants, while restaurants selling food of foreign origin are called accordingly, for example,
a Chinese restaurant and a French restaurant.

1. Cafeterias
A cafeteria is a restaurant serving mostly cooked ready to food arranged behind a food-serving
counter. There is little or no table service. Typically, a patron takes a tray and pushes it along a
track in front of the counter. Depending on the establishment, servings may be ordered from

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attendants, selected as ready-made portions already on plates, or self-serve of food of their
own choice.
In some establishments, a few items such as steaks may be ordered specially prepared rare,
medium and well done from the attendants.
The patron waits for those items to be prepared or is given a number and they are brought to
the table. Beverages may be filled from self-service dispensers or ordered from the attendants.
At the end of the line a cashier rings up the purchases.

The trays filled with selected items of food are taken to a table to eat. Institutional cafeterias
may have common tables, but upscale cafeterias provide individual tables as in sit-down
restaurants. Upscale cafeterias have traditional cutlery and crockery, and some have servers to
carry the trays from the line to the patrons' tables, and/ or bus the empty trays and used
dishes.
Cafeterias have a wider variety of prepared foods. For example, it may have a variety of roasts
(beef, ham, turkey) ready for carving by a server, as well as other cooked entrées, rather than
simply an offering of hamburgers or fried chicken.

2. Fast-Food Restaurants
Fast-food restaurants emphasize speed of service and low cost over all other considerations. A
common feature of newer fast food restaurants that distinguishes them from traditional
cafeteria is a lack of cutlery or crockery; the customer is expected to eat the food directly from
the disposable container it was served in using their fingers.
There are various types of fast-food restaurant:
 one collects food from a counter and pays, then sits down and starts eating (as in a self-
service restaurant or cafeteria); sub-varieties:
 one collects ready portions
 one serves oneself from containers
 one is served at the counter

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  A special procedure is that one first pays at the cash desk, collects a coupon and then
goes to the food counter, where one gets the food in exchange for the coupon.
 One orders at the counter; after preparation the food is brought to one's table; paying
may be on ordering or after eating.
 a drive-through is a type of fast-food restaurant without seating; diners receive their
food in their cars and drive away to eat
Most fast-food restaurants offer take-out: ready-to-eat hot food in disposable packaging for the
customer to eat off-site.

3. Fine dining restaurants

Fine dining restaurants are those establishments that offer very high standards in all aspects of
their operation – an extensive à la carte menu, silver service, good quality facilities and décor,
service accompaniments, etc. They can be found in four and five star hotels or as free standing
restaurants

4. Casual Restaurants
A casual dining restaurant is a restaurant that serves moderately-priced food in a casual
atmosphere. Except for buffet style restaurants, casual dining restaurants typically provide
table service. Casual dining comprises of a market segment between fast food establishments
and fine dining restaurants.

5. Other Restaurants
Most of these establishments can be considered subtypes of fast casual-dining restaurants or
casual-dining restaurants.
i) Café
Cafés and coffee shops are informal restaurants offering a range of hot meals and made-to-
order sandwiches. Cafés offer table service. Many cafés are open for breakfast and serve full
hot breakfasts. In some areas, cafés offer outdoor seating.

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ii) Coffeehouse
Coffeehouses are casual restaurants without table service that emphasize coffee and other
beverages; typically a limited selection of cold foods such as pastries and perhaps sandwiches
are offered as well. Their distinguishing feature is that they allow patrons to relax and socialize
on their premises for long periods of time without pressure to leave promptly after eating.
A concept borrowed from the United States, distinguished by its quick service. Food is pre-
plated and the atmosphere informal. Table cover layouts are less elaborate and have basic
essentials only.

iii) Pub
A pub (short for public house) is a bar that serves simple food fare. Traditionally, pubs were
primarily drinking establishments with food in a decidedly secondary position, whereas the
modern pub business relies on food as well, to the point where gastro pubs are known for their
high-quality pub food. A typical pub has a large selection of beers and ales on tap.

iv)Ethnic Restaurants
They range from quick-service to upscale. Their menus usually include ethnic dishes and / or
authentic ethnic foods. Specialize in a particular multicultural cuisine not specifically
accommodated by any other listed categories. Example: Asian Cuisine, Chinese cuisine, Indian
Cuisine, American Cuisine etc.

B. SUBSIDIZED OR WELFARE CATERING

Subsidized or welfare operations are those operations that are either completely or partially
subsidized by a parent body, such establishment’s primary obligation is the well-being and care
or their customers or patients.

Unlike customers frequenting commercial sector operations, these customers often do not
have a choice of catering facilities, for e.g. in hospitals and schools. Non-commercial operations

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are usually subsidized by government bodies which dictate an allowance per head, or by parent
companies that may have a similar arrangement.

A distinction can be made between institutional catering and employee catering facilities, e.g.
in hospitals and schools. Noncommercial operations embrace catering in institutions such as
prisons, schools, hospitals. An important characteristic of this type of catering is that the
market is not only restricted to the inmates of the institutions but in most cases it is also
captive.
In addition, in most cases, institutional catering is completely subsidized.

Employee catering may be in the public or private ownership and covers the provision of food
and beverage services to employees. The degree of subsidy in this type of operation varies
considerably and also in many cases the market is not entirely captive. In other words, the
catering outlet may be competing with the catering facilities provided at nearby restaurants,
pubs and take-aways or with food brought in by the workers from their homes.
Subsidized or welfare catering could be further classified as
 institutional catering and
 employee catering

UNIT TWO

ORGANIZATION OF FOOD AND BEVERAGE SERVICE ESTABLISHMENTS

2.1 DUTIES AND RESPONSIBILITIES OF SERVICE PERSONNEL

All types of catering establishments require a variety of staff positions in order to operate
effectively and efficiently. The food and beverage service department usually has the largest
staff. Able leadership and supervision is required to effectively direct the department and guide

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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. 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
The important duties and responsibilities of the restaurant staffs are discussed in this section.

NO POSITION
1. Food and beverage manager
2. Banquet supervisor
3. Restaurant manager
4. Assistant restaurant manager
5. Head bartender
6. Hostess
7. Waiter/ waitress
8. Bar tender
9. Room service attendants
10. Bus Person
11. Coffee girl
12. Food and beverage controller
13. Mini Bar Attendant   
14. Room service supervisor

1. Food and Beverage Manager

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The food and beverage manager is the head of the food and beverage service department, and
is responsible for its administrative and operational work. Food and Beverage Managers direct,
plan and control all aspects of food and beverage services.
Food and Beverage Managers require excellent sales and customer service skills, proven human
resource management skills, and good communication and leadership skills. Desired knowledge
for this position includes knowledge of the products, services, sector, industry and local area,
and knowledge of relevant legislation and regulations, as well. Hence it is said that food and
beverage manager is a Jack-of-all-trades, as the job covers a wide variety of duties.
In general, food and beverage manager is responsible for:
i) 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.
ii) 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.
iii) Quality Control
The food and beverage manager should ensure quality control in terms of efficiency in all
service areas, by ascertaining that the staffs are adequately trained in keeping with the
standards of the unit.
iv) 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 must
also give training, motivate and effectively control staff.

2. RESTAURANT MANAGER
A Restaurant Manager can also be referred to as the maitre d' (short for maître d’hôtel which
literally means "master of the hall".

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Restaurant Manager is responsible for directing and supervising all activities pertaining to
employee relation, food production, sanitation, guest service and operating profits. 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:
i) Setting and monitoring the standards of service in the outlets.
ii) Administrative duties such as setting duty charts, granting leave, monitoring staff
positions, recommending staff promotions and handling issues relating to discipline.
iii) Training the staff by conducting a daily briefing in the outlet.
iv) Playing a vital role in public relations, meeting guests in the outlets and attending to
guest complaints, if any.
v) Formulating the sales and expenditure budget for the outlet.
vi) Planning food festivals to increase the revenue and organizing advertisement
campaign of the outlet along with the chef and the food and beverage manager.
3. ASSISTANT RESTAURANT MANAGER
An Assistant Restaurant Manager will assist the Restaurant Manager in the organization and
running of the restaurant. They will assume full responsibility when the Restaurant Manager is
unavailable, on leave or absent. Their duties will include daily operations and staffing and will
also extend to:
 Responsibilities to the guests
 Responsibilities to the employer
 Responsibilities for health and safety
 Responsibilities for staff training
 Helping and assisting the Restaurant Manager with interviewing and selecting new staff

4. STATION HEAD WAITER/SECTION SUPERVISOR

This person is responsible for a team of staff serving a set number of tables in the restaurant or
function; this is known as a station.

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 5. WAITER/WAITRESS
This employee will work under the direction of the Station Waiter and is usually an apprentice
or a person who is just beginning to learn the skills of serving guests.

6. HOSTESS
The Hostess is responsible for welcoming, seating and establishing guests visiting the
restaurant. She is also responsible for noting, reconfirming and finalizing all reservations as
necessary.

ESSENTIAL FUNCTIONS

• Answering the telephone and dealing with enquiries.

• Taking reservations.
• Welcoming and escorting customers to tables on arrival
• Managing arrivals and staggering service.
• Providing general information.
• On arrival collecting and safeguarding customers’ belongings such as jackets,
hats and umbrellas.
• Checking satisfaction throughout the meal.
• Informing customers of any forth coming promotions.
• Collecting customer feedback.

7. BARTENDER
The bar tender is responsible for stocking, storing, requesting and serving all beverages in the
restaurant and bar areas. He is expected to keep a clean and fully-stocked bar at all times, and
may be required to assist waiters at any time.

Duties and Responsibilities:

-supply waiters with required beverages like

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  coffee, tea, hot drinks
 non-alcoholic and alcoholic beverages

- check all beverage menus frequently and inform Management of any changes when necessary

8. ROOM SERVICE WAITERS / WAITRESSES

Room Service Waiters report to the Restaurant or Assistant Restaurant Manager and are
responsible for taking and delivering room service orders.

Duties and Responsibilities:

 Must take room service orders in a timely and accurate manner

 Must ensure that the correct order is being delivered to the Guest’s room
 Must observe safety policies when conducting work
 Must collect room service breakfast order cards left outside by 10.00pm
 Must keep room service back office tidy and prepared at all times
 Must ensure that there is always someone to answer the room service phone during
deliveries / absences

9. MINI BAR ATTENDANT   

Provide guests with a fully-stocked and well-maintained mini-bar on a consistent basis

throughout their stay. Stock the mini-bar cart with the necessary items in order to maintain the
par level on a daily basis.

Clean and defrost the mini-bars regularly and consistently. Maintain a fully stocked inventory of
all mini-bar items. If par level is low, order the necessary items from the storeroom. Inventory
all guest mini-bars on a daily basis and post the appropriate charges to the room prior to guest
departure. Ensure all duties found in the refreshment center inspection/attendant evaluation

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checklist are followed including completing assigned floors, cleanliness of assigned mini-bars,
menus are present, inventory is complete, and refill reports are accurately filled out.

DUTIES AND RESPONSIBILITIES:

• Rising of checks and maintaining Mini bar Register.

• Stock and replace missing items, inspect, move and clean the mini-bars in
accordance with departmental procedures and policies.
• Maintain, track and complete daily worksheet of mini bar stock.
• Responsible for replenishment of Mini bar items in rooms.
• Responsible for maintaining the Mini bar Pantry in terms of par stock,
stacking and cleanliness.

10. BUS PERSON

• Maintains the cleanliness and sanitation of the dining area, including all
tables and chairs.
• Restocks the dining room and side stations with tableware, flatware, utensils,
condiments and linen.
• Always maintain adequate supplies in the side station when the restaurant is
open.
• Prepare all beverage required for service, including coffee, iced tea and hot
water.
• Fill up the curate set and other condiments.
• Greet guest after they are seated.
• Reset tables with fresh linens and set the table according to the meal period.
• Pick up food from kitchen and bring to the side stations.
• Assist restaurant servers to serve the guest.

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 11. F& B CONTROLLER

F&B Controllers are responsible for the organizing and planning the Cost of Restaurant, Bar and
the Banquet department. To maintain high level of cost control of Restaurant and Bar in
standards. To initiate and maintain Cost recording and follow-up of all control sheet.
Communicate and administer selling strategy for F&B Outlet’s business. Assist in the organizing
and planning the Restaurant and meeting and event operation in Cost.

To provide an effective system of control this protects the financial structure of the undertaking
through the methodical systematic checking of day-to-day business transactions and at the
same time provides a source of information to Food and Beverage Manager.

12. BANQUET MANAGER

The banquet manager supervises the banquet operations, sets up break-down service
according to the standards established by the hotel. He co-ordinates the banquet service in
conjunction with other departments involved and prepares weekly schedules for the banquet
personnel.
From the time the bookings are done till the guest settles the bill, the banquet manager is in
charge of all aspects 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 food and beverage 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 preparing 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.

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ATTRIBUTES OF A WAITER

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

Following are the attributes of a good food and beverage server.

Personal Hygiene and Appearance

1. All members of the staff should be well-groomed and clean at all times. This gives
them a sense of well-being and confidence to do their job efficiently.
2. The hands of the waiting staff should be given special attention. They are constantly
observed by the guests. Nails should be trimmed, and kept clean. Playing with one's
hair and face should be avoided.
3. Chewing gum should be avoided in all public areas of the hotel.
4. You should wear minimum jewellery. A wrist watch, finger ring and plain earrings
(for girls only ) should be permitted.
5. If an employee has a skin problem, a doctor should be consulted immediately
6. Uniform should be clean and well-pressed. Shoes should be properly polished and
well-fitting.

Good Conduct

You should be well-mannered and respectful to guests, and to senior members of the staff. You
should be calm and pleasant, even in the most tiring circumstances. You 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.

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Good Memory

A good memory helps to improve performance. It also helps the service personnel to attend
small but important details such as remembering a guest's name or his likes and dislikes
regarding food and beverage.

Observation

You need a keen sense of observation and an eye for detail. It will help you to be more efficient
at the 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 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. You should develop a sense of urgency in the
performance of duties. Good service may not be commented upon, but bad service is surely
noticed and talked about. Service should be prompt without haste.

Salesmanship

Food and beverage service personnel are technical sales persons; therefore, you 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.

Ability to Assume Responsibility

You should be able to cope up with the demands of the job and have the ability to assume
responsibility. You should be loyal to their employers, responsible to the guests and friendly
towards their fellow workers. You should not consider any job as menial, and should be willing
to perform all kinds of jobs efficiently. This will help you to grow in your career and at the same
time enhance the image of the establishment in the eyes of the guests.

Maximize Revenue

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Cutting down on costs and maximizing the revenue of the establishment should be the prime
objective of all members of the staff, even of those in junior positions.

Punctuality

Punctuality is all-important. If staff is continually late for duty, it shows a lack of interest in his
work and a lack of respect for the management and customers. Remember, you have to wait
for the guest, not the guest.

Local Knowledge

In the interest of customers, the staff should have certain knowledge of the area in which they
work so that they may be able to advise the guests on the various forms of entertainment
offered, such as the best means of transport to places of interest etc.

Personality

You must be tactful, courteous and good humoured. You must converse with the customer in a
pleasing and well-spoken manner and the ability to smile at the right time.

Attitude to Customers

The correct approach towards the customer is of the utmost importance. You must not be
unwilling, but should anticipate the customer's needs and wishes. A careful watch should be
kept on customers at all times during the service without staring. Care should always be taken
when dealing with difficult customers. (There is really no such thing as a 'difficult' customer –
they are normal people whom one is uncertain how to deal with.) Staff should never argue with
customers as this will only worsen the situation. All complaints should be referred to someone
in authority in the food service area.

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Honesty

This is all-important in dealings with both the customer and the management. If there is trust
and respect in the triangle of staff, customer and management relationships, then there will be
pleasant work atmosphere which encourages efficiency and a good team spirit among the food
and beverage service operators.

PERSONAL HYGIENE

Personal hygiene is very important to food and beverage servers as you will be coming into
direct contact with the guests. It is your personal responsibility to present a clean and well-
groomed appearance at work.
General Rules
1. Wash hands correctly and very often (after using toilet, before entering restaurant, after
a break, after smoking, before handling any food, after coughing, sneezing, touching any
parts of head and hair, handling rubbish, touching any pets and animals)
2. Bathe daily
3. Bath or shower or wash well every day to maintain personal body freshness.
4. Use deodorants or antiperspirants to combat body odor.
5. Strongly perfume products are not appropriate when dealing with guests
6. Wear clean underwear everyday
7. Keep your skin clean and healthy.
8. Brush teeth every morning and evening. If you smoke, then brush your teeth more often
or use a breathe spray or deodorizer.
9. Tattoos should not be visible.
Hair
1. Hair should always be clean and neat and well-groomed with no excessive gels or hair
products that make hair look dirty.
2. Hair must not fall across the face when leaning forward.

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 3. Short hair should be trimmed regularly to give neat appearance.
4. Colored or tinted hair should tone in with your natural hair color and re-growth should
not be visible.
5. Up style must be carefully held in position and should not leave strands of hair
untended. Hair clips or elastics should not be obvious.
6. Long hair must be tied up and loose strands must clip up.
7. Only use hair accessories that are simple and match each other and your uniform. If
your uniform is black, the scrunches should be black as well.
8. Fringes, if worn, should not fall below the eyebrow.

Facial Hair
1. Men should present themselves for work freshly shaven each day.
2. Moustaches must be neatly groomed with the outline of top lip being clearly visible.
Moustaches should not extend past the corner of the mouth.
3. Beards must be kept neat and well groomed.
Hands and Nails
1. Hands and nails must always be clean and well-manicured.
2. Nail polish, if worn, should be freshly applied regularly and should be a pale, natural
colour.
3. Nail biting is unacceptable as bitten nails are unhygienic and look dreadful.
Jewellery
1. All jewelry should be kept to a minimum
2. Only female staff are permitted to wear earrings that are small; and necklaces should be
limited to one chain or small pendants only
3. No large hanging earrings are permitted
4. Only one earring in each ear

PERSONAL GROOMING

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Presenting a professional appearance is very important in the hospitality industry. This section
examines all aspects of professional grooming, from the uniform to hair and personal
presentation and hygiene.

Uniform
Care of your uniform is every staff member’s individual responsibility. A good brushing after
them will remove dusts and freshen up any garment. The two main problems are stains and
odors.
1. Stains – a superficial stain may be removed by light sponging or using a specialized spot
cleaner. Soda water or carbonated water may be affective.
2. Odors – airing may eliminate some unpleasant odors. Clothes do not have to look
grubby to retain stale smells e.g. cigarette smoke can linger on outer garments even
after just one wear. These should be left hanging in a place with free air circulation.
3. Hanging your uniform – no matter how tired you are you should always hang up your
uniform. Trouser pockets should be emptied and trouser creases should properly align.
4. Spare buttons and a sewing kit – you should always have one readily available.
5. Shoes – should clean, well-polished and well maintained including being-soled and
heeled, if necessary. If shoes get wet the, most efficient way to dry them is by stuffing
them with newspaper and allowing them to dry at room temperature.
6. Shirts – creases should be always ironed in the same place or they can look unkempt.
Never roll up the sleeves of long sleeved shirts. Shirts should be freshly laundered daily
and ironed while slightly damp. Starch will keep the garment crisp and enhance its
appearance.
7. Trousers – to maintain the shape of your trouser pockets, they should not be overfilled.
They should be worn belted, with your shirt tucked in.

Name Badges
Restaurants often give their waiting staff name badges. This makes it easy for guests to know
your name and use it when they talk with you. These should be worn at all times on the
designated place on your clothing.

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 UNIT THREE

BASIC FOOD & BEVERAGE SERVICE EQUIPMENT

TABLEWARE

INTRODUCTION

Tabletop is the foodservice industry’s term for the various supplies that make up a table
setting: flatware, glassware, and plates; tablecloths and napkins; condiment containers; and
other dining accessories that sit on a table. Together, they do quite a bit to contribute to the

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personality—and, ultimately, to the success—of your restaurant. As you select the colors,
patterns, and sizes of your tableware, you must think about the concept of your restaurant, the
menu items and price range, the chef’s preferences, your budget, your target customer, and
more.
The investment you’ll make in tableware is considerable, partly because it never seems to end.
In the everyday bustle of restaurant life, plates chip, glasses break, flatware disappears or is
damaged. Experts estimate that most businesses replace an average of 20 percent of their
original tableware purchase per year; in high-volume operations, the estimates are as high as
80 percent.
How do you choose items that are sturdy, stylish, and affordable? In this chapter, we’ll discuss
each tabletop component: how it is made; shapes, sizes, and selection criteria; care and
cleaning tips. This includes:
 Glassware
 Flatware
First, let’s begin by discussing the basic functions of the tabletop components and their
importance to your foodservice setting. The most obvious, of course, is their use as tools and
utensils for the dining customer. Your plates, glasses, and silverware also help display foods and
beverages to your best advantage. This display function is just as important to a restaurant as
the artfully decorated display windows of a department store; it adds to the ambience and
attractiveness of the place.
You could also think of tableware as having a point-of-sale function. It reinforces your theme or
concept as well as any advertising or promotion you may have done, and it tailors diners’
expectations of what’s to come. This marketing function is particularly critical because it can so
easily backfire: Something as simple as a lipstick smudge on a glass can indicate a lack of
attention to detail that will affect the customer’s mood or opinion about the entire dining
experience, no matter how good the food or service.

DEFINITIONS OF TERMS

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  Plate ware refers to the dishes used to serve food: dinner plates, salad plates, bread
plates, saucers, and so on. In some cases, Hollowware is the general term for dishes
that aren’t flat: bowls, pitchers, and cups. The whole lot may be referred to as
dinnerware or tableware.
 Glassware refers to containers used for serving water or beverages. Different shapes or
sizes of glassware have different names, including tumblers, stemware, mugs, and
footed glasses.
 Flatware means forks, knives, and spoons, in all their various sizes. Generally made of
stainless steel, they may also be silver plated and, on rare occasions, true silver. They’re
also called silverware or utensils.
 Place setting is one person’s set of the preceding items, arranged on the table.
 Table setting is the place setting, plus the placement or tablecloth and napkin.
 Tabletop is the basic table setting, plus a collection of accessories (salt and pepper
shakers, candle holder, bud vase, sugar and cream containers, additional wineglasses,
etc.). The contents of any tabletop vary drastically with the type of restaurant and type
of cuisine.

TABLETOPS AND TRENDS

The most important part of any tabletop is the 24-inch space directly in front of the guest when
he or she sits down. Anything you can do to make that space more visually appealing will go a
long way toward enhancing the dining experience. First, however, you must develop a tabletop
philosophy, deciding what it is you want to convey. This message should be carefully considered
and completely intentional.
It is not just the way the tabletop looks that makes an impression. Dining is a very tactile
experience—guests will touch their plates, cups, and utensils—and the feeling is completely
different when you pick up a thick mug or a delicate china teacup. Some operations also select

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different types of table settings for different needs: Coordinating or complementary patterns to
help distinguish between lunch and dinner service; dining room, banquet, or room service;
formal or informal events.

Some restaurants attempt to upgrade and refresh their look by redesigning their tabletop. It’s a
relatively inexpensive way to redecorate. Colorful new linens or unique dessert plates may be
all that’s needed to perk up tired place settings with minimal cash outlay.
However, don’t mindlessly follow tabletop “fashion”— and yes, there are as many trends in this
area as in any other design industry. The search for uniqueness leads many restaurateurs to
hire designers who create so-called custom tabletops. Although they probably do a fine job,
temper your enthusiasm based on these considerations:
 Your budget. Will you have high enough volume and check averages to justify the higher
cost of a custom-designed place setting? First-time restaurateurs are probably better off
choosing existing plate ware patterns and conserving their precious start-up funds.
 Designs may be stunning on paper, but how do they actually look on a plate?
Technology has improved the design process, but much is still done by hand. Some
colors are not faithfully reproduced on the clay that becomes the plate; red is produced
by lead and cadmium, both food safety concerns, during the manufacturing process.
And decals may not withstand the rigors of mechanical dishwashing. You certainly want
to minimize the amount of time-consuming hand-washing of dishes.

 How does food look on the plates? If you want your cuisine to stand out, a simpler plate
is often better. Same with wineglasses: Wine lovers know that colored or busily
patterned goblets don’t allow you to appreciate the true color of the wine. A colored
stem is fine; a colored bowl on the glass is not.

TIPS FOR TABLEWARE SELECTION

 Appearance and durability should be given equal weight in making your decision.

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  Utility and durability are more important in your choice of basic tableware than they are
in selecting accessory items. This is primarily because dishes are removed from the table
and washed after each turnover, so they probably need to be sturdier than items that
remain on the table for longer time periods.
 Don’t crowd the tabletop with too many items. Decide how much is necessary and how
much is clutter.

PLATEWARE

The dinner plate and its accessories are the focal points of the entire tabletop, contributing to
the décor of the eatery and helping to deliver the promise of a first-rate meal. In fact, the
“right” plate ware actually can build sales by up to 25 percent, without any other operational
change! It is capable of adding color and drama to the dining experience.
On a daily basis, plate ware must be a priority. You should supervise how it is handled, from
storage to the plating process, to serving, to its removal from the table, to the dishwashing
process, and to its return to storage.

10 QUESTIONS TO BE ANSWERED BEFORE PURCHASING PLATE WARE

1. What are the style, pattern, and price of the current plate ware being used?
2. What are your immediate competitors using?
3. What is your overall concept? Include theme, décor, atmosphere, lighting levels, and
typical prices.
4. What are the sizes and types of tables in your dining room?
5. What types of food will you serve, and how large are the portions? Do you intend to
serve main courses and side dishes on separate plates or on single, large dinner plates?
(Your chef will probably have some strong preferences.)

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 6. Will your customers prefer a thick, solid feel to their dinnerware, or is your concept
better suited to the lighter weight of delicate china?
7. Will dishes be expected to sit in very hot (under the salamander) or very cold (once at
the salad bar) conditions for long periods of time? Will they be used in a microwave or a
food finisher?
8. At business peaks, how many meals do you expect to serve? Are there additional
catering or banquet functions off site that will require more plate ware?
9. What is the capacity of your dishwashing system?
10. How and where will dishes be stored? What is the capacity of your storage area?

After all that is determined, it may be a relief to hear that plain, white plate ware never seems
to go out of style. At this writing, oversize white plates are popular, but so are plates that are
primarily white but decorated with a bold stroke of embossed color, a logo, or an accent
pattern. Other trends you may notice:
Fewer pieces: Cost pressures are slowly eliminating items, such as candleholders, butter plates,
and fruit plates.
The bigger, the better: Dinner plates come in sizes from 9 to 14 inches. The standard is a 10-
inch dinner plate, but large plates with wide rims give the chef more of a “canvas” on which to
be artistic while offering the consumer the perception of better value. It’s not uncommon to
see an 11- or 12-inch plate or a wide, 11- or12-inch bowl for salads and pastas.
Decorated rims: As long as chefs have that wide rim to work with, you’ll find it sprinkled with
parsley or paprika, drizzled with chocolate, or painted with a colorful sauce. Decorating the
outer edges of a plate can add fun and drama, enhancing the meal presentation and controlling
the eye of the diner. As a practical matter, it also can divert attention from a smaller portion
size.

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HOW PLATEWARE IS MADE
A plate is not just a flat surface! Look at picture below.

Most plate ware is ceramic, which means it is made of clay that has been baked. The ceramic
used to create foodservice plates is called vitrified china. It is high-quality, highly refined clay
that is mixed with water to form a creamy liquid called slip and poured into a mold. The slip
clay is heated intensely (more than 2200 degrees Fahrenheit) until it fuses into a solid,
composite mass as the silica (fine sand) in the clay turns to glass. This heating process, called
verification, hardens the china, making it strong and non-permeable and protecting it from
moisture and food stains.
When the manufacturer adds ground bone or calcium phosphate to the clay, the resulting china
has a finer, more delicate texture and a translucent (semitransparent) appearance. It is known
as fine china, bone china, or English china, the latter because it was first manufactured in
England. Today, however,
Japan and the United States are also major china suppliers. Despite its delicate appearance, fine
china is actually quite strong and sturdy when well made.

SHAPES AND SIZES OF PLATEWARE

There are seven broad categories of plate shapes, and, within each category, there are design
options. A few of them are shown in shown below.

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Often the shape and size of a plate is determined by the size of its rim: wide, medium, or
narrow. Wide rims create an elegant, spacious palette for food presentation. It’s one of the
ironies of foodservice that the largest plates are often used to show off the smallest, most
“gourmet” portions. If you like the idea of using wide-rimmed plates, remember you’ll need
plenty of table space to accommodate them.
Medium rims are industry standards, because they’re so versatile, and they allow for flexibility
in portion control.
Plates with narrow rims provide maximum space to pile on the food. They have a casual look
and are perfect for small table sizes.

Plates with scalloped edges resist chips and cracks better than plates with plain edges.
However, they have a somewhat “traditional” look that is not quite right for every
establishment. So-called coupe-style plates have no rims at all. Their sleek, contemporary look
offers maximum surface area for food presentation. Finally, the square-shaped plate is
recommended for smaller tables. It should always have a rolled edge.
The pitch of the plate refers to how flat (or rounded) the plate is. This factor is important for
presentation of the food, because it affects how sauces will spread on the plate.
Manufacturers most often list the sizes of their plates, platters, and saucers by diameter, but
occasionally you’ll find them listed by the diameter of the well (the inside portion of the plate,
excluding the rim). To avoid confusion when ordering, give the total diameter of the plate and
also specify the width of the rim.

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PLATE WARE CARE AND CLEANING

Let’s follow a typical place setting as it makes its daily cycle from storage to use to cleanup and
back to storage. If plates are stored for more than a week between uses, protect them with a
clean cloth or plastic cover or, at the very least; store them in cabinets with doors. Plate ware
components should always be stored by size; plates in stacks, cups in racks. Don’t stack the
cups inside each other, which is a common cause of chipping and breakage. Even if plates are
stackable without scratching each other, they should never be stacked more than12 inches
high. Storage shelves should be made of high-grade, nonmagnetic stainless steel, to keep dishes
free of dust and unsightly metal marks.

Storage is especially critical in the soiled-dish area, where 75 to 80 percent of all dish breakage
occurs. China in active use should be stored at or below the food plating area; more breakage
seems to occur when employees must reach into overhead storage to bring plates down.

Now we turn to the. One of the most frequent dish-handling mistakes occurs in dish washing
room, when one piece of tableware is casually used to scrape food off another. This is among
the most common ways things get broken. Avoid this by providing plenty of proper scraping
implements and lots of dish table room for scraping, stacking, and racking so all dishes can be
correctly sorted and rinsed. This means never using metal scouring pads to scrub off baked-on
food or metal utensils to scrape it off. These actions simply damage the glaze, when most
commercial dishwashers can remove the food without the extra scrubbing. Before washing,
rinse and place similar-size plates in stacks of no more than 12 inches high (a practice also
called decoying).
It’s important that soiled dishes be washed within 30 to 40 minutes after this first rinse. Coffee,
tea, and some acidic foods can cause staining if allowed to sit for longer time periods. Check the
dishwasher curtains regularly to be sure they’re clean. Also check the water pressure and
temperature, spray pattern, and length of each phase of the dishwasher cycle, as described in

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Chapter 16. Be especially careful not to pre rinse soiled dishes with water hotter than 110 to
120 degrees Fahrenheit; higher temperatures tend to stain china and bake food particles onto
the plates. If dishes continue to show persistent stains, you may have a water quality problem,
from hard water or too much iron content.
Clean, wet dishes can be air-dried in a well-ventilated area as they come out of the dishwasher.
A rinse additive may be used in the rinse cycle to speed the drying process. China should never
be stacked right out of the dishwasher, as it is more likely to be scratched or pitted when it is
hot and wet. Tilt the dish racks slightly to drain water from the feet of the dishes, and handle
clean dishes only at the edges. In fact, the use of rubber gloves is preferable. Position dish carts
or self-leveling carts at the end of the dish machine line for easy movement from dish room to
storage area.

PURCHASING PLATEWARE

Most of the plate ware selection suggestions already made in this chapter can be boiled down
to three main categories:
1. Cost
2. Availability
3. Durability
Because the total amount you’ll spend on plate ware seems small compared to other, large
equipment investments, you may be tempted to spend a little more than you’d originally
budgeted.

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GLASSWARE
Glassware is an important decorative component of the tabletop; it helps set a mood and
deliver a promise. Because they sit vertical to the tabletop, glasses are noticed immediately,
even reflecting the light and color of the room itself. The right glassware can add profitability to
your beverage service, whether you serve an expensive wine or a humble glass of iced tea. This
is because the right glass adds visual appeal to the beverage, which increases the guest’s
perceived value of the drink. In short, the better it looks, the easier it is for the guest to happily
pay a higher price without your having to increase the size of the drink. Also, imaginative styles
and uses of glassware help whet the appetite: Serving shrimp cocktail, sorbet, or a dessert in
elegant stemware may prompt an impulse buy as the customer notices how good it looks at the
next table.

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HANDLING GLASSWARE

Glassware is fragile, and can easily be chipped, cracked or broken. This is why it should be
handled carefully at all times. Following are some of measures that you need to take care when
handling glassware.
1. Avoid banging or crashing glasses together
2. Keep glasses slightly apart on shelves, or trays, or when they are being carried by hand.
3. Do not stack glasses unless they are designed to be stacked.
4. Allow glasses to cool after washing them before filling then with cold drinks, otherwise
they might crack from the temperature difference.
5. For hot beverages, warm glasses under hot running water before pouring the drink into
the glass.
6. Whenever possible, carry glasses and ashtrays on a tray for the following reasons.
 It looks professional.
 It avoids breakage.
 It makes sure there are no fingerprints on the glasses.
7. Remember.
 Carry glasses by the stem or foot.
 Never carry too many at the same time.
 Avoid knocking them against other things.
8. Be extra careful when glasses are full so you do not spill them.

CLEANING GLASSWARE
Glasses must be cleaned using correct chemicals, equipment and facilities provided by the
establishment. Glassware can be cleaned manually (by hand) or automatically (by machine).

HAND WASHING GLASSWARE

For hand washing, glassware should be washed by a two-stage method with detergent and
water at 50 - 60°C in the first sink and water at 80° in the second sink. If the glassware will not

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stand the rinsing temperature, a chemical disinfectant must be added to the second sink with
water at a lower temperature. It is important to:
1. Use the correct detergent.
2. Use a soft cloth and brush
3. Hand wash glasses one at a time.
4. Watch for lipstick.
5. Do not knock the glasses together.
6. When finished place upside down on a cloth or stable draining rack.

MACHINE WASHING GLASSWARE

Cleaning equipment or machinery must be clean, free from damage and ready for use:
1. Check the cleaning equipment before it is used to ensure that it is functional,
operational and clean.
2. Check that the power is on, and that all necessary equipment such as brushes, baskets
and cloths are available and in good repair.
3. Turn the machine on a little in advance to give it time to heat the washing and rinsing
water to the right temperatures. Usually a light will show when the machine is ready for
use.
4. Check and if necessary replace the containers of detergent and rinse aid.
5. Wear gloves and follow manufacturers’ directions for handling chemicals and
detergents.
6. If a glass breaks in the machine, carefully remove all the pieces.
7. When operating cleaning equipment the following should be checked:
• All plugs are in working order

• Machine is switched on and checked that the correct temperature is reached

• Cleaning and rinse solutions are correct according to manufacturer’s instructions

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POLISH GLASSWARE
Even when glasses have been hygienically washed and sterilized by the high temperature of the
washing cycle in a commercial dishwasher, it is still necessary to polish all glassware by hand
before it is stored or used for service. A lint-free polishing cloth should be used to polish glasses
and make sure that they are spotlessly clear. The following steps should be taken with finished
glassware:

1. Dry glasses as soon as possible after washing.

2. Use a lint-free cloth.
3. Do not touch the glasses directly with your hands.
4. Check that sufficient stock of glassware is available for service, and if not, report it to
the supervisor.
5. Make sure that cleaned glasses are clean, free from damage, chips, cracks, debris, dust,
etc. before storing/packing them in the required storage areas.
6. Glasses in storage should be packed correctly according to the different types and
quantity required for use. This also ensures ease of stock taking.
Do not hold the glass with your bare hands; hold it with a cloth to prevent fingerprints on the
clean glass.

STORING GLASSWARE

The storage of glasses depends on the space available, the design of the bar and the type of
glass. Where possible, glasses for a particular drink are kept together, and near to the
beverages that they are intended for. Glasses in which the top selling drinks are served should
have the most accessible position.
Sometimes glasses are stored resting on their rims, sometimes hanging from their handles, or
by the stem. When stored resting on their rims, the shelf must be kept very clean, or should be

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lined with clean disposable paper or clean cloth. The following procedures will help you to store
glasses cleanly, safely and minimize damage:
1. When handling glasses for storage, hold them by the base or stem to prevent
fingerprints getting on them, and not to contaminate them with bacteria from the
hands.
2. Put them in place gently to avoid knocking other glasses or the shelf and breaking the
glasses.
3. Preferably store glasses upside-down to prevent dirt falling into them.
4. Make sure the glass is safe before letting it go. Check that it is hanging securely from its
handle, or that it is away from the edge of the shelf, and tall, thin glasses are not likely
to topple over.
5. Keep glass storage area clear of rubbish
6. Do not store glasses inside one another
7. Never put glasses upside-down on a surface without a cloth or paper lining
8. Once clean, only touch glasses by the stem or base.
9. Always check for chips and cracks.

HANDLING BROKEN GLASSWARE

1. Always be careful when handling broken glassware.
2. Try to collect all the broken pieces.
3. Wrap broken glass in paper or newspaper.
4. Never throw unwrapped glass into the bin.
5. Never put broken glass into plastic waste bags.
6. If a glass is broken in a glass washer, carefully remove all the pieces.
7. Recycle glass if this is part of your establishment’s requirements.
DISPOSE OF DAMAGED OR BROKEN GLASSWARE
Chipped or cracked glassware must be taken out of service immediately so that it does not
cause any injury or accident to guests or staff. Dispose of damaged or broken glassware safely
in accordance with organizational requirements.

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FLATWARE
No matter how popular finger foods become, flatware will still be an absolute necessity for
eating and a timeless component of the tabletop. Utensils may not add the color of plate ware
or the sparkle of glassware, but they have an inherent appeal nonetheless, because they are
associated with precious metals. Think about it. At most tables, utensils—with the notable
exception of plastic forks and spoons—are commonly referred to as “silverware.” And even the
most plain, functional flatware includes an element of design. It has a look, and a feel, that
should be carefully chosen to reflect the theme of the restaurant and the type of dining
experience. By giving proper attention to the size and weight of the flatware, you can subtly
convey an impression of quality.
Weight, in fact, appears to be the most distinctive characteristic of flatware in the eyes of the
guest. It is an assumption rooted in history, because utensils really were made of gold and/or
silver in ancient times, and the higher your standing in the community, the heavier your eating
utensils.
Flatware was first introduced in the West by Crusaders returning from their military expeditions
to the Holy Land. Later, traders brought flatware to Venice and Genoa, where the wealthy
aristocrats of the day snapped it up. An Italian, Catherine de Medici, introduced the idea of
dining with utensils to the French court when she married King Henry II and brought her
silverware with her. The British were reportedly slow to accept the custom, preferring to eat
with their hands. In many cultures, the right hand is still considered the most useful and proper
dining tool.
Today, oversized flatware is often known as European-size, and it can make an opulent
statement on some tabletops. However, drama and style may be enhanced with the addition of
a single, accessory piece selected for a specific course, such as sauce spoon, steak knife, or
salad fork.
FLATWARE CARE AND CLEANING

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Both stainless steel and silver-plated flatware will show film, stains, rust, and corrosion unless
care is taken to store and clean them properly. Soiled flatware should be removed from tables
as soon as possible and should be presoaked before going through the dishwashing cycle. There
are three benefits of presoaking flatware:
1. Wetting utensils makes it easier to remove caked-on food particles. Add a small amount
of detergent to the soak water to increase its effectiveness.
2. Presoaking minimizes the utensil’s contact with acidic foods, eggs, and other substances
that may tarnish or corrode it.

In the dish room, never use steel wool or other metal-based scouring pads to remove caked-on
foods from utensils. These can easily scratch and mar the mirror finish. If it’s necessary to wipe
them off, do so with a cloth or plastic pad. The other dish room enemy of flatware is, of course,
the garbage disposer unit. Keep it out of the disposer, and both will last longer.

Pack the flatware loosely in its perforated baskets and arrange it so that water can reach all
parts of the utensils. Turn forks and spoons up, but keep knives pointed downward as a safety
precaution. Segregating them only makes it easier for them to nest together and not get fully
clean, so mix forks, spoons, and knives together at random. Temperatures for proper flatware
washing should be 140 to 160 degrees Fahrenheit for the wash cycle, with a final rise of 180
degrees Fahrenheit.

There are several additions to the wash cycle other than the detergent. A wetting agent in rinse
water will help water runoff dishes more thoroughly, preventing unsightly spotting. In areas
where water is “hard” (has a high mineral content), you may need a water softener to prevent
spotting.

For years, flatware was air-dried, not towel-dried, ostensibly for maximum sanitation. All too
often, however, air-drying does not remove water or detergent spots, so someone has to hand-
polish every piece.

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POLISHING FLATWARE

Dirty or unpolished flatware creates a poor impression of a restaurant and its hygiene and
service standards.
Here are some steps and methods to clean and polish cutlery:
 Use a clean metal container half full with boiling water. Add a few drops of white
vinegar or lemon juice to the water.
 Hold cutlery by the handle, submerge into the water solution for at least 10 seconds,
then remove and polish vigorously with a clean, dry, lint-free cloth.
 If water stains have not been removed, repeat the above process.
 When polishing is complete, take care not to contaminate polished cutlery by touching
and leaving fingerprints on it.
 Sort various sizes into appropriate clean cutlery containers, or use a clean tray. If there
is no cutlery drawer, cover with a clean cloth or wrap in cling wrap to keep cutlery clean
and sterile.
PURCHASING FLATWARE
The standard flatware pattern includes eight items, although many are not used in casual-dining
settings. They are: the teaspoon; the (larger, oval) dessert spoon (sometimes inaccurately called
a tablespoon); the (rounded) soup spoon; the (tall) iced-tea spoon; the dinner fork; the salad
fork; the cocktail fork; and the dinner knife. Some patterns contain as many as 20 items,
including such specialty utensils as short, round-tipped butter knives; steak knives with serrated
blades; the fish fork, with wider prongs; and the fish knife, which looks like a larger butter knife.
As always, your menu determines your flatware needs (see figure below)

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Always ask the manufacturer or sales representative to examine samples of flatware. Never
purchase flatware by catalog without seeing and handling it first. Besides the basic look and feel
of each piece, a quick quality check should reveal:
 Forks with smooth, rounded edges. The back of the fork handle should be slightly
concave. Feel the tines or prongs to see how solid and sturdy they are. One of the first
things to go wrong on utensils is that fork tines get bent.
 Knives with smooth, rounded edges. Solid-handle knives should be one piece; holloware
handles should be securely welded to the blade. Cut meat with them; press the sample
firmly down on something solid. The blade should not bend.
 All edges of spoon bowls should be the same. The back of the spoon handle should be
slightly concave. Try bending it, as bent spoon bowls are another common flatware
problem with heavy use.
 Finish. For commercial use, a satin finish (which may be called a number 7 polish) should
be used, except for spoon bowls. These should always be shined to a mirror finish.

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When it comes to designs and patterns, you’ll be amazed at how much the industry has to offer.
Pare down your choices based on the size and style of your plate ware, because the two must
complement each other.

UNIT FOUR

SERVICE METHODS AND PROCEDURE

4.1 TYPE OF SERVICE

There are various basic types of food service which are found in restaurants of different types,
regardless of how formal or informal they are or the kind of customers they cater for. The most
common styles are:

1. Table service/waiter service / seated service

2. Self service

1. Table service / waiter service

There are many styles of table service: French, Russian, English, American service
No one style of service is better than any other. Each form of service meets the specific need
and demands of individual circumstances.
Any combination may be used in consistent with the restaurant’s concept of Food and Beverage
Service Method.

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 A. ENGLISH SERVICE
The most basic level of table service is called family service or English service. It originated in
the home and is used mainly in family restaurants or coffee shops.
All the food is put in dishes and bowls in the kitchen by the food production staff and placed in
the center of the dining table by the service staff. The guests serve themselves from dishes and
bowls of food placed in the center of the table by the service staff.

Used occasionally for a special dinner served in a private dining room of a restaurant.
a) The food on platters and the heated plates are brought from the kitchen and placed
before the host at the head of the table.
b) Host or one of the servers carves the meat, if necessary, dishes up the entrée and
vegetable on individual plates.
c) She hands the plates to the server standing to the left, who server the guest of honor
and all other guests. Dessert may also be served in this manner.
d) All sauces and side dishes and, in some cases, the vegetables are on the table to be
passed by the guests.

B. FRENCH SERVICE
French service is a formal type of service originated for European nobility and currently enjoyed
by the few who can afford the time and expense of meals served in this manner. This type of
service is used in upscale restaurants, elegant hotel dining rooms, cruise ships, resorts, and
casinos.
In French service, the food is either cooked or completed at a side table in front of the guests.
The food is brought from the kitchen to the dining room on heavy silver platters and placed on
a cart called a gu´eridon. A small spirit stove called ar´echaudis used to keep the food warm.
The food is completed by cooking, deboning, slicing, and garnishing as necessary and served to
the guests on heated plates. Only those foods that can be cooked, assembled, or completed in
a reasonably short time are prepared in front of the guests.

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 c. RUSSIAN SERVICE
Russian service is similar to French service in many respects. It is very formal and elegant, and
the guest is given considerable personal attention. It employs the use of heavy silver service
ware, and the table setting is identical to the French setup.
The two major differences are that only one server is needed and that food is fully prepared
and attractively arranged on silver platters in the kitchen.

To serve, the server places a heated plate before each guest from the right side, going around
the table clockwise. Then the server brings the platters of food to the dining room from the
kitchen and presents them to the guests at the table.
Standing to the left of each guest and holding the platter of food in the left hand, the server
shows each guest the food and then, using a large spoon and fork in the right hand, dishes up
the desired portion on the guest’s plate.
The server continues serving counterclockwise around the table and then returns the remaining
food to the kitchen .As in French service, finger bowls and napkins are served with the meal,
and soiled dishes are cleared when all guests have completed the meal.

d. AMERICAN SERVICE
This is the simplest form of table service. It is a pre-plated service which means that the food is
served in to the guest’s plate in the kitchen by the chef and brought by the waiter to the guest
in the right side.

Only one waitperson serves the meal. Food is served from the right of the guest and similarly
beverages are served from the right, and soiled dishes are cleared from the right.

2. SELF SERVICE
A. Buffet Service

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A buffet meal is a meal where guests leave their table to choose food from a selection of dishes
that are on display. On occasions, especially when there are large numbers of people requiring
service over a short period, buffet style service is particularly suitable. This type of service is
popular for the service of both breakfast and lunch in the International hotels/restaurants & in
Banquet functions in many countries.

The guest takes his/her plates from a stack at the end of each table to serve himself/herself.

With buffet service, guests select their meals from an attractive arrangement of food on long
serving tables. The guests either help themselves or are served by chefs standing behind the
buffet tables.

• The service usually combines both methods – the guests select relishes, salads, and
vegetables themselves, and the meat is carved and served to the guests by chefs.

• Silverware and napkins may be conveniently located on the buffet table for the guests
to pick up with their meals, or a complete cover.

4.2 ACTIVITIES BEFORE SERVICE

Briefing before service

Briefing is a short and concise instruction about to be performed each work shift to facilitate a
two say communication between the management and the staff. Briefing is conducted by the
supervisor at the beginning of each work day and it involves all supervisory level staffs from
related departments. It is a daily routine performed in the presence of all the work related
staffs followed by Mis-en-scene and Mis-en-place.
Importance of briefing:
1. Helps the staff to know the special assignments of the day.
2. Helps the staff to know the functions, reservations, menu & service.

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 3. Review of general rules & policies.
4. Likes & dislikes of regular guests.
5. Helps in running the operation smoothly.
When briefing is completed, the shift supervisor may allocate specific task to a specific person.
It may vary from place to place depending on type of restaurant and scale of operation.

Mis-en-scene and Mis-en-place

Mis-en-scene Mis-en-place
The waiter should ensure the following Mise-en-place means “things in place”. It is
mis-en- scene is complete before opening: the traditional term used for all the duties
• Carpets are well brushed or hoover. that have to be carried out in order to have
• All table & chairs are serviceable. the room ready for service. Mise-enplace is
• Table lights or wall lights have functioning important, to both staff and guests.
bulbs. It involves:
• Menu cards are presentable & attractive. • Laying out the work area.
• Tent cards or other sales materials are • Having all equipment cleaned, polished,
presentable. inspected and laid out correctly.
• Doors & windows are thrown open for • Having sideboards, service tables correctly
some time to air the restaurant. stocked and ready.
• Setting the A/C or heating to a comfortable
temperature.
• Exchange dirty linen for fresh linen.
• Table cloths & mats are laid on the table.
• Wilted flowers are discarded & fresh
flowers are replaced.

Table setting
You already understand that each waiter is responsible for a ‘station’ or set of tables. It is your
duty to prepare the tables in your station for service.

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Table setting Procedure
1. Check if the tables need to be in any specific arrangement.
2. Make sure that you check with the reservation or front office, if specific arrangement is
needed when apply.
3. Check all chairs are in position and tablecloths correctly laid.
4. Use covered salver or covered tray to bring all items to the table, at once. This
minimizes trips to sideboards.
5. Lay the tables according to the requirements of the restaurant.
6. When lay-up is completed, check that nothing is missing.

Brigade method
Sometimes the restaurant staffs work as a team, all helping to lay up the whole restaurant.
In this case, each person is responsible for laying only one or two items on all the tables,
for example:
• Side plates + service plates
• Dinner forks + small forks
• Soup spoons + dessert spoons
• Dinner knives + side knives
• Fish knives + fish forks
• Salt and pepper shakers + mustard (or other table condiments like sugar and butter)
• Serviettes + ashtrays
• Flowers + table numbers
• Glasses
For laying up an entire restaurant prior to service, the brigade method is faster than the
individual method. It involves teamwork and each member of the team is dependent on the
others to complete their duties correctly.

Dress Tables

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Dressing tables means putting tablecloths on the tables. There are different types and sizes of
tables. For example, two tables of two seats can be combined together to accommodate four
guests. You should always ensure that the correct size of tablecloth is used, using two if
necessary, to cover the table completely or in accordance with house standards.
In a restaurant where tablecloths are used, it is important that the tablecloths are clean, free
from tears and damage and overall, maintained and in good condition. Old, worn or damaged
cloths should be removed from circulation and replaced with new ones. It is also important to
lay tablecloths correctly. This is a skill, which you will need to learn.
Lay the tablecloth as follows
1. Check that the table is clean, steady and in the right position.
2. There are different sizes and shapes of tablecloths. Check that you have the right size
tablecloth to fit the table.
3. As you lay the tablecloth, check that there are no stains, holes, burns or tears. If
necessary, set aside defective linen and replace.

Table layout
The places setting with depend on the type of service, the type of menu and the time of day or
meal e.g. breakfast or dinner. Whether the meal is Western, Asian or other will also determine
the table setting. Each of these will require a different setting.

The settings most commonly used are explained below:

Table d’hot e setting
This is a full place setting that is used in restaurants that have set menus. In this case, the place
setting is laid up with cutlery for all the courses or menu items. For example, if the menu has
soup, then fish, then a roast, followed by dessert, then a soup spoon, fish knife and fork, dinner
knife and fork and dessert gear will be laid on the setting.

Other points to consider:

• Carry large amount of cutlery by enclosing in a service cloth.

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 • You can carry a larger number of knives by gripping the blades in a cloth. This ensures
that you handle them correctly and also allows you to give them a final polish as you
remove each one.
• Or set out cutlery neatly on a salver/tray or on a trolley and wheel to tables.
• Place cutlery. The space between joint knife and joint fork should be about 2.3cm and
cutlery should be placed 2.5cm in from the edge of the table.
• Place salt and pepper and ashtrays.
• Add optional items such as flowers, table numbers.
• Check placement of chairs. They should be lined up evenly with each cover.
• Check uniformity of covers. Spacing of all items should be the same.
• When lay-up is completed, check that nothing is missing.

A la Carte Setting
This is a very simple setting as you don’t know what the guest will be eating as they will select
their meal from a menu with many choices. For example, you don’t know at this if they will
need a steak knife or a fish knife. This is therefore a very simple setting consisting of only the
basics that guests are likely to need.
Items of cutlery and glassware may be added or removed, depending on the order. You must
always check cutlery against food ordered and bring this to the table after the food order has
been placed.
The A la Carte setting:
• Lay-up the table as for table d’hôtel cover, except place cutlery (3 items).
• Adjust cutlery for first course, depending on guest's order.
• Add extra cutlery, course by course.

Breakfast setting
Setting up for Breakfast Service:
1. Check table-cloth is clean and replace if necessary.
2. Place salt, pepper and ashtrays.

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 3. Place serviette, cup, saucer and side plates. Cup is placed up-side-down on the saucer.
4. Place cutlery.
5. Add optional items such as flowers, table numbers.
6. Double check tables for lay-up. The cup is placed right side up.
7. Place milk, sugar, butter and preserves on table.

Trolley setting for Room Service

Set a room service tray according to the guest's order. The following is an example of laying a
tray for breakfast:
i. Check room number, time and order before assembling tray.
ii. Check that tray or trolley is clean - top, underside and edges.
iii. Ashtrays and under liners are left off to spare space and to avoid
spillage and accidents.
iv. Check salt and pepper shakers are filled and clean.
v. Place items so they are convenient for guest to use, e.g. pots on
right, breads on left.
vi. Turn spouts away from food and from you. Don't overfill pots.
This will protect you if any hot liquids should spill.
vii. Hot items are last to go on the tray or inside the heater in the
trolley, to ensure that they have least time to cool.

Napkin folding

Most restaurants provide either linen or paper serviettes or napkins, for use by guests during
the meal. Serviettes can enhance the table setting through the style of fold and/ or colour.
There are many forms of serviette folds. The simpler folds are used in everyday service and
some of the more complex and difficult folds may be used on special occasions such as

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luncheons, dinners, and weddings. The majority of serviette folds have special names: Cone,
Bishop's Mitre, Rose, Prince of Wales Feather, Cockscomb, and Triple Wave.
Serviettes must be kept clean all the time. As with tablecloths, old or damaged serviettes should
be removed from circulation.

4.3 SERVICE SEQUENCE

When you serve a guest in your restaurant, there are specific procedures you need to follow
during service, which is known as service sequence. The service sequence is integrated into
guest circle. The guest circle consists following activities:

1. Taking reservation
2. Receiving and Greeting
3. Seating
4. Presenting Menu
5. Take beverage and food order
6. Place orders at bar and kitchen
7. Serving beverages and food Clearing
8. Presenting the bill, receiving payment
9. Guests’ departure

Starting the shift

1. Report for work in the restaurant/conference facility at your scheduled starting time in
full uniform, clean and pressed with shined shoes, your name tag, two pens, corkscrew
and a smile.
2. Sign-in at your scheduled starting time.
3. Find out your station and your side-work.
4. Go to your station and make your table tops picture-perfect. Check your silverware for
cleanliness, make sure your salt and pepper shakers and sugar bowls are clean and full,

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 your ashtrays are sparkling clean, and, at breakfast, check your butters, creamers and
flowers (where applicable). Make sure your table and chairs are de-crumbed, clean, and
in their proper place. Make sure the tables do not shake. Make sure the floor in your
station is perfectly clean.
5. Take care of your side work completely. Inform your manager if any equipment is not
working or if you do not have enough time to finish. If you complete your side work
ahead of time, find someone who needs help and offer your assistance.
6. When all your work is completed, stand near a service station with your station in sight
to watch when guests are seated.

Taking reservation

1. Check your reservation book for reservations for the current meal period.
2. Set up seating plan and confirm with shift supervisor.
3. Distribute reservations among all servers equally, informing them of all necessary
information. For example: birthdays; anniversaries; bill not to be taken to the table; any
other unusual requests.
4. See that the reservation signs are placed on the tables.
5. Inquire with the kitchen what the daily specials are for the shift.
6. Confirm porter pager number for the shift and who is on duty.

How to Answer the Telephone

• Answer the telephone in three rings. Research shows that 60% of the population will
hang up on a 60 second hold. 50% will stay up to 2 minutes if you check-back every 30
seconds.
• Approved Greeting:

“Good time of day, Your Restaurant, Your Name speaking. How may I help you? Tone and
tempo are very important to the greeting (are you smiling?)

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How to Take a Reservation

1. Ask the day and date required.

2. Ask the time they would like to dine.
3. Ask how many in the party.
4. Ask what name they would like their reservation in.
5. Ask the phone number or room number.
6. Ask them if they prefer smoking or non smoking.
7. Once all information is obtained, repeat it to the guest using their name.
8. Ask if there is any special occasion or requirements.
9. All reservations are to be printed directly into the reservation book. Never write a
reservation on a piece of paper
10. Please initial the reservation and write the date it was received.

Greeting and Seating Guests

CRITICALLY IMPORTANT!! - Immediately acknowledge all new parties in your section.

Regardless of how busy you are; you are never too busy to let your customers know you see
them. They come here to be taken care of, so don't start out their dining experience by ignoring
them. All new customers should be greeted within one minute.
If your hands are full, the customer knows automatically that you can't take their order, at that
minute. You can pause, smile, and say "Hi, I'll be with you in just a minute." This will satisfy the
customer so that they feel important and will be able to relax until you return.
When approaching a table your objective is to make you guests feel welcome and confident in
knowing you're there to take care of them.

Hotels or restaurants may have a standard way to greet their guests. There is usually a simple
sequence of events that should occur when a guest enters a restaurant.

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This sequence is called the 'meet-greet-seat' sequence, which means that you first meet the
guest; then greet them and finally, show them to their seats.

Procedure for greeting a guest

Sequence Things to remember

• Greet the guest immediately with a smile. • Good posture
• Say, "Good Morning/Good Evening, Mr/Mrs Ram", or • Good smile
Sir/Madam, if name is not known. • Eye contact
• Ascertain if a reservation has been made and the number in • Correct greeting
the party.
• Escort the guests to the table and draw out chair - seat ladies
first.
• Move the chairs forward as guest’s seat themselves.
• Take coats, etc. from guests, if appropriate.
• Introduce yourself as the waiter/waitress who will be looking
after them for the meal. Or alternatively,
if you are the hostess, introduce the server by name.
The action of escorting guests to their seats is called "seating a
guest" which is an important action to make guests feel
welcome and not let them wait. This is good guest service.

Order Taking Procedure

Taking the order in the restaurant is a critical task, and often the success of the meal can
depend on the order taker taking the order correctly. Care should be taken when receiving an
order to ensure that the guest's instructions and requests are understood and communicated
accurately to the kitchen or bar.

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Preparation - it is important to be prepared and before taking the order, write these four
essential items of information on the KOT/BOT for control purposes: The four major component
that you need to record in KOT/BOT are:
1. Table number
2. Number of covers
3. Date and time of order
4. Servers name/signature

Present menu, order taking and presenting food

1. Make sure before presenting the menu that it is clean and up to date. You should always
study the menu in advance and be familiar with all menu items.
2. Present menu: The menu is handed (opened) to each guest, ladies first, then
gentlemen, finally the host.
3. Offer the wine list to host along with food menu, for example, "You might like to look at
the wine list, Sir", using the name of the guest if you know it.
• Guests may not be familiar with all menu items and this requires that you should be
able to assist by:
• Explaining menu terms.
• Describing menu items.
• Explaining methods of cooking.
• Describing accompaniments, sauces and garnishes.
• Make suggestions and recommendations
Tip: when they have put their menus down, are look around (for you) this is usually a sign that
they are ready to order.
4. Approach table again - offer to take the order. Have duplicate (or triplicate) docket book
and pen ready.
5. Describe menu items and offer suggestions if appropriate, or requested. Be accurate
when describing items. To achieve this, you will need to know your product.
6. Identify guest menu choices: When taking the order in a clockwise direction.

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 This will help you to remember which dishes each guest ordered. Your restaurant should
have a standard as to which seat is the number 1 position. Starting at the number
position, list the starters, moving around the table in a clockwise direction.
7. Take order for Beverage/food – old before young-ladies first, then gentlemen, finally the
host.
8. Fill out Kitchen Order Ticket/Bar Order Ticket, record menu items requested.
Group together:
• Beverage
• All starters
• All soups
• All main courses
9. Take order only as far as main course. You will take orders for sweets and coffee later.
10. Write clearly and legibly.
11. Ask guests for cooking instructions where relevant, for example, "How would you like
your steak cooked: rare, medium, or well done?”
12. Repeat order to guests to check accuracy.
13. Thank guests and remove menus.
14. Take the order for wine and beverages (if applicable). This ensures drinks will be served
at correct time and temperature. Use separate BOT (bar order ticket).
15. Distribute the copies of the KOT/BOT.
• Take top copy of food/Beverage KOT (kitchen order ticket)/BOT and place food order in
kitchen & beverage order at the bar.
• Retain second copy for your record, and for making out the bill, later.
• Third copy goes to cashier (if applicable).
16. Serve the beverages first, followed by the starters, soups and main courses.
17. When guests have finished main course, present menus to see if they require any
desserts or coffees.
18. Take orders for sweets and coffee.
19. Placing Food and Beverage orders in the relevant areas.

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 20. Serve

Waiting time
One of the most common complaints that guests have in restaurants concerns the amount of
time they have been kept waiting - either for service or for food or drink. Waiting time must be
kept to a reasonable minimum between courses. If guests are kept long without food or drinks,
it gives them sense of not being cared and gives the establishment a bad name. So the timing of
service is important to everyone for different reasons:
• Guests might be hungry or tired and therefore impatient to get their meal or drink.
• Food/beverage service staff wants to avoid stress and allows serving time, especially if
there is more than one table to serve.
• Food production staff wants to have sufficient time to cook, especially if it is an A La
Carte menu.

Clearing Procedures

Clearing is an integral, yet often neglected part of service. It is very important that you follow
exact clearing procedures and constantly check your station so tables always look attractive and
guests are not inconvenienced by soiled dishes.

Timing of clearing is very important.

Clear only when everyone at the table has finished eating. It is impolite to clear dishes from one
person while others are still eating except when a guest indicates that he/she would like to have
his/her dishes removed before others have finished.

Normally, guests will indicate to you when they are through eating. They usually place their
knife and fork across the plate.

Detailed procedures:

 Always clear from the right, if possible.

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 Use tray in clearing glasses.

 Touch glasses only on the outside (never stick your fingers inside glasses to lift or carry
them).

 When clearing china, you can use a tray.

 Remove dirty dishes after each course.

 Remove serving dishes as soon as they are empty.

 Remove plates in order of size, from large to small (for stacking).

 Stack silver so knife crosses under the fork.

 Never stack cups - handles should face inside.

 When loading a tray, put glasses on one side and china on the other side.

 Put tray on dish handling, rack glasses.

Process Payments
Standard procedures are required when preparing bills, receiving payments and handling cash.
Guest Bills
It is usually the responsibility of the cashier to open and maintain the guest bill. However, the
server has a very important role to play to ensure that accurate information is given to the
cashier in a timely manner.
• Upon receiving the duplicate copy of the food check from the waiter/waitress, the
cashier opens a bill, in duplicate, according to the table number on the food check.
• All the sets of bills are serial numbered, for control purposes.
• As the cashier receives checks, he/she enters the items ordered on to the bill together
with the correct prices.
• The bill and duplicate checks are pinned together and may be placed into a special book
or file, which has its pages, numbered according to the number of tables in the room.

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 • The bill and duplicate checks are placed in the page, corresponding to the table number.
• When a guest requests the bill, the waiter must collect it from the cashier, who must
first check that all items are entered and priced correctly. The bill is then totalled.
• The top copy is presented to the guest, on a side plate, folded in half with one corner
turned up.
Note: Before presenting the bill to the guest, check if it is correct.

Guests’ Departure
It is seen as a professional service for the waiter/ service staff to see the guests out of the
restaurant/dining room after their meal.
The guests should receive a farewell and invitation to return to the establishment. It is also
necessary to assist guests with their chairs and coats if applicable.

Shift Handing Over

The term "handing over" is frequently used at the end of the shift and this simply means that
the staff member is handing over the responsibility for his job function to another member of
staff. It marks the official end of the shift for that staff member. Usually, it also marks the
beginning of a shift for another staff member.
• Closing down at the end of a shift is equally as important as setting up and preparing for
work. It requires organization and planning if this important activity is to be carried out
properly.
• Staffs have a professional responsibility to ensure a smooth handover at the end of a
shift.
Our restaurants can have a formal hand over, such as, a brief staff meeting where staff from
both shifts meet and pass on information, keys etc, thereby "handing over" responsibility to
someone else.
If the restaurant has been organized and cleaned and the equipment cleaned and stored
securely, then there are only a few tasks left to be completed, before the shift can be closed.

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Preparation for Next Service Period

The restaurant needs to be prepared for the next service period. This means that certain tasks
need to be completed although these tasks may be different in each establishment, the general
list of tasks include:
• Furniture - items of furniture cleaned and re-positioned correctly.
• Crockery/ cutlery - cleaned, polished with the correct settings in place.
• Service equipment - all equipment cleaned and left in place.
• Side boards/ service tables - cleaned and fully stocked to house standard.
• Food and beverage items - items cleaned, replenished and in place, such as, salt and
pepper shakers.
• Refuse - all refuse bagged appropriately and removed to storage area. Clean refuse bags
or bins in place.

Closing down Procedures

The routine closing down procedure can vary but may include:
• Lock up cupboards, windows and doors.
• Empty cash registers and removal of cash to secure area or main cashier.
• All gas and electrical appliances switched off.
• Atmospheric control systems turned off: heaters, fans, air conditioners, music
• Handover to supervisor.

Before going off duty certain information may have to be passed over to the supervisor in
charge, such as:
• Any incidents entered in the book.
• Maintenance problems and completed maintenance forms.
• Any guest requests/information/complaints.
• Any supplies of linen or food stock items to be replenished, including cleaning agents.

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 • Any lost property not already handed in.
Remember to return any keys issued to you at the beginning of the shift before signing off duty.
The supervisor in charge should sign for them. The headings in both the 'handover' and incident
books will include the date, time, incident or information details and the name of the person
making the record and their signature.

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