UNIT-1. The Food &Beverage
Service Industry/ UNIT-2. Introduction to F & B
Service operations:
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| BAR GUN |
Bar guns- A soda gun or bar gun is a device used by bars to serve various types of carbonated and non-carbonated drinks. A soda gun has the ability to serve any beverage that is some combination of syrup, water and carbon dioxide. This includes soft drinks, iced tea, carbonated water, and plain water.
UNIT-4.
Food & Beverage Service Personnel:
BASIC ETIQUETTES OF FOOD AND
BEVERAGE PERSONNEL
l The hotel and restaurant
business is an admixture of showmanship, diplomacy and sociability. All front
line personnel are required to have and ability to communicate, effectively.
The etiquette that a waiter exhibits in a restaurant should comprise the
following
l Attend to guest as soon as
they enter the restaurant
l Assist guest to remove warm,
heavy coats in winter and help them put them on when they leave
l Preferably address them by
their name which requires remembering them
l Wish the guests the time of
the, day and welcome them to the restaurant
l Be polite to guest
l Help to seat ladies
l Provide extra customs or special
chairs for children
l When speaking to a guest do
not interrupt him if he is speaking to another guest
l Do not overhear conversation
l Avoid mannerisms such as
touching hairs, nose picking etc.
l Stand erect at all times. A
gentle bow at the time of service is permissible
l Be attentive to guest calls
l Talk softly
l Stride a match to enable a
guest to light his cigarette
l Avoid arguing with service
staff and guest in restaurants
l Carry pencils in the pockets
and not behind ears or clipped in front of the jacket.
l Avoid soliciting for tips
l Remove tips after the guest
has left.
l Enter and leave restaurant
through the service door only.
l Desist from chewing gun or
beetle nut.
ATTRIBUTES OF FOOD AND
BEVERAGE PERSONNEL
l The product of food and
beverage operation is not just food and beverage itself. Any staff coming in
contact with the guest is also part of the product. No matter how good the
quality of the food and beverage, décor and equipment., a poorly trained staff
can destroy the customers satisfaction with the project. Listed below are the
attributes necessary in food beverage service.
l Personnel Hygiene: A person
working in food and beverage service area should maintain personal hygiene such
as
l He Should take bath daily
l He should shave daily
l He should wear clean, well
pressed uniforms
l He should polish his shoes
daily
l He should trim his moustache
and lairs as and when required
l Knowledge of Food and
Beverage
l The staff must have sufficient knowledge of all the
items on the menu and wine list in order to advise or suggest to a guest.
Moreover they should know how to serve correctly each dish, what its
accompaniments are, what are their appropriate garnishes and also how to serve
various types of beverage in the correct glasses and the right temperature.
l Local Knowledge: In the
interest of customers the staff should have a certain knowledge of the area, in
which they work so that they may be able to advice the guest on the various
forms of entertainment offered etc.
l Attitude to Customers: A
careful watch should be kept on customers of all times during the service and
without starring, care should always be taken when dealing with difficult
customers
l Sales Ability: The food and
beverage service staffs are sales people of food and beverage and must
therefore have a complete knowledge of all forms of food and beverage and their
correct service.
l Sales Ability: The food and
beverage service staffs are sales people that the establishment earns maximum
profit by maximum amount of business during the service period.
l Customers Satisfaction: The
food and beverage service staff must see that the guest have all they require
and are completely satisfied.
l Tackling Complaints: The
staff should have a pleasant manner showing courtesy and tact they should never
displeasure even though at times things may be difficult. They should never
argue with a customer. If they cannot deal with a situation, it should be
refereed immediately to a senior member of the team.
l Conduct: The staff’s conduct
should be impeccable at all times especially in front of the customers. Rules
and regulations of the establishment should be followed and respect shown to
all senior member of staff.
l Memory: This is an essential
asset to food and beverage service staff. It may help them in various ways in
their work, if they know the likes and dislikes of the guest. Where they like
to sit in the service area, what are their favorite drinks and so on.
l Honesty: This is
all-important to the staff in dealing with both the guest and management. If
there is trust and respect in the triangle of staff. Guest and management
relationship, then there will be an atmosphere of work, which encourages
efficiency and a good team spirit among the service operations.
UNIT-5.
Mise-en- Scene and Mise-en- place:
l The duties to the carried out before the service
commerce are many and varied according to the particular food and beverage
service area concerned. The term mis-en-place is the traditional term used for
all the duties that have to the carried out in order to have the room ready for
service.
l The pre preparation for service can be mainly divided
into
l 1. Mise – En – Scene: Mise-en-scene refers to preparing the environment of
the area in order to make it pleasant, comfortable, safe, and hygienic for the
waiter restaurant is the service area. Before each service session, the
restaurant should be made presentable enough to accept guests. The supervisor
or team of waiter should ensure the following mise-en-scene:
l Carpets are well brushed
l All tables and chairs are serviceable
l Table lights or wall lights have functioning bulbs
l Menu cards are presentable and attractive
l Tent cards or other sales material are presentable
l Doors and windows are thrown open for sometime to air
the restaurant. This should be followed by closing the windows and doors and
setting the air-conditioning or heating to a comfortable temperature.
l Exchange dirty lines for fresh linen.
l Table cloths and mats are laid on the tables
l Wilted flowers are discarded and fresh flowers requisitioned
l 2. Mise-En-Place: Mise-en-place means “putting in place” and is the term attributed to pre-preparation
of a work place for ultimate smooth service. To ensure that restaurant is ready
for service. A station comprises of a given number of tables, which are
attended by a given team of waiters. Thus a restaurant may have several
stations, each with a team of waiters. In large restaurants a captain or
chef-de-rang may head each station.
l 3. Side
Board: A side board
(or dummy waiter) is a piece of furniture with shelves and cupboards. Spacious
enough to hold all linen, cutlery, crockery etc. for service to a particular
number of covers. The smooth functioning of service in the given covers will
depend on how thoroughly the sideboard has been prepared.
l Before a restaurant opens for service
the sideboard must be equipped with the following items
l Cold water in jugs with under plates
and napkin to cover
l All-important proprietary sauces as
Worcestershire sauce, Tobascco sauce, tomato ketchup etc.
l Toothpicks in toothpick holders
l Sugar bowls with teaspoons for each
l Straw holders
l Pickles and chutneys
l Bread Baskets or Boats
l Ashtray’s cleaned and polished
l Service spoons and forks
l Adequate number of cutlery used on
the table normally 2 ½ times the no required for one sitting in the station
l Salvers
l Under plates
l Half plates, quarter palate and large
plates and sauces
l A crumbing plate
l Trays covered with napkin for service
l Spare lines for restaurant
l Paper napkins and doily papers
l Butter dishes, finger bowls, water
goblets
l Cloth napkins are folded and kept
ready for service
l Cruet sets cleaned and filled with
salt and pepper
UNIT- 6. Food &
Beverage Service Methods:
Broadly we
can categorise the service methods in five types:
A. Table
Service
B. Assisted
service
C. Self‐
service
D. Single
point service
E.
Specialised or in situ service
l Table Service: Table service means
a service to a customer when he enters into the area and is seated. The
ordering of food and beverage is done from the menu. The staff does the service
and clearance of food and beverage.
l Assisted Service: This form of
service is the combination of table service and self-service. In this type of
service the guest is assisted by the waiter for service of food and beverage in
certain occasions and also helped by the guest himself for the service of food
and beverage.
l Self Service: It is a service
method where in food and beverages are usually displayed and the guest serves
himself
l Single Point Service: This method of
service signifies that the point of order and service of food and beverage is
done from one single point only, and it is the guests choice to take the food
away from the premises. E.g. take ways, fast foods etc.
l Specialized Service: In this method of
service it is the provision of food and beverages to the guest in area which
are not primarily designed for the service
If these five categories have to the further classified
it can be done as following
l American Service: The other name by
which this form of service is known that the food is served in the guest plate
from the kitchen itself as it reduces the time taken for service and provide a
faster service. This form of service developed for the requirement of faster
service to the guest.
l Russian Service: This form of service
was much more prevalent in the 16th and 17th century. It is always
misunderstood or was confused by indicating it as guerdoin or butler service.
Originally Russian service was where in Table laid with food for customers to
help themselves was carried down.
l French Service or
Butler Service:
In this form of service the presentation of food individually to customers by
service staff for customers to serve themselves. In this form of service, the
case of silverware items was more significant.
l English Service or
Silver Service:
This form of service is also known as ‘Host Service’. In this form of
service host plays an important role, as it is the host whose approval is
required for the service of food. The food is presented and served to the
customer by service staff from food platters or dish.
l Guerdoin Service: Food is served on
the customers plate from the side table or trolley which may also include
carving, cooking, flambéing, preparation of salads and dressings and final
touch to the food. The food is partly cooked from the main kitchen and the
final preparation is done in front of the guest and served to the guest.
l Cafeteria Service: This service usually
exists in Industrial canteen, colleges, Hospitals and hotel cafeteria. The menu
is fixed and displayed on large board the guest may have to buy coupon in
advance. Present them at the counter. Sometimes the food is displayed behind the
counter and the guest may indicate their choice in the counter attendance.
l Counter Service: Tall stools are
provided at the counter itself, so that the guest may eat food at the counter itself. In better
organization the covers are laid on the counter itself. Food is displayed
either behind the counter for the guest to choose from
l Silver Service: This form of
service requires the food to be served to guest plate from silver plates, the
portioning of the dishes are done in the kitchen itself. All food is presented
in silver dishes with elaborate dressings
l Grill Room Service: In this form of
service various cuts of meat are grilled, in front of the quest. The meat
carcass is displayed behind the glass partition. So that the guest can select
his/her cut of meat. The food comes preplated.
l Buffet Service: A self-service by
which food is displayed on the table. The guest takes his plate from the stakes
of plates kept at alone of each table and either requires waiter behind the
buffet tables or helps him. For sit down buffet, Tables are laid with crockery
and cutlery as in restaurant
l Banquet Service: This service mainly
refers to functions. Cocktail parties, state lunch or dinner dishes, operations
on certain occasions, a buffet or special request from the customer are
entertained.
l Lounge Service: The service takes place in the residential
hotel and refers to the service of coffee, tea, sandwiches where residents can
have generally for 24 hours service each day.
l Indian Service: The basic principle of Indian service is that
the dishes are dished out from the front of the guest and either on a leaf or
thaali; as the case may be, the water tumbler is generally placed on left hand
side of guest.
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