FOOD AND BEVERAGE SERVICE

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UNIT

1
General Objective Specific Objectives :

INTRODUCTION TO FOOD AND BEVERAGE SERVICE

OBJECTIVES

: To understand the overall functions of Food and Beverage Service Department, recognize the dining room equipments and also its function

At the end of the unit you will be able to: List down and describe food and beverage service industry. State the job specification of personnel in the food and beverage service. Practice the professional personnel attribution according to the service philosophy. Identify all types of dining room equipments. Differentiate dining room equipments according to types. Know the function of the equipment.

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INPUT
1.0 INTRODUCTION TO FOOD AND BEVERAGE SERVICE INDUSTRY

The Hotel and Catering or Hotel and Food Service Industry is now becoming widely known as the Hospitality Industry. The industry is usually defined by its output of products which satisfy demand for food, drink and accommodation (but it excludes food and drink manufacture and retailing).

1.1

FOOD AND BEVERAGE SERVICE INDUSTRY Food service is one of the fast growing industries. It offers job opportunities in hotels and restaurants, catering organizations, hospital catering, welfare catering, clubs, industrial catering, transport catering and outdoor catering. It also indicates that some operations are primarily concerned with the provision of food and drink to boost their establishment.

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1.1.1

FOOD SERVICE INDUSTRY SECTOR

SECTOR

PURPOSE OF SECTOR

HISTORICAL SUMMARY

Hotels Tourist accomodation

Provision of food and drink together with accommodation

Developed from inns. Supported by developments in transport and increases in business and leisure related tourism

Restaurants Including conventional specialist Carveries

Provision of food and drink are generally at high price with high levels of service

Grew out of hotel restaurants (Escoffier/Ritz influenced which were originally highly formal) through chefs wishing to start their own business

Catering services Including cafes, pizza, grills, specialist coffee shops, steak houses

Provision of food and drink are generally at high price with high levels of service

Developed from ABC and Lyons concepts. Gone through various phases and influenced by Americans.

Fast Food McDonalds, Burger King and KFC

Provision of food and drink are generally at low/medium price with limited levels of service

A combination of popular catering and take-away, heavily influenced by American companies: sophisticated meal packaging and marketing.

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Take away Including: ethnic, KFC, snacks, fish and chips, sandwich bars, kiosks

Quick provision of food and drinks.

Developed from original fish and chips concept. Influenced by all American companies: sophisticated meal packaging and marketing

Banqueting/Conference /Exhibitions

Provision of food and drink on large scale usually pre-booked

Originally associated with hotels but has now hecome major sector in its own right

Leisure attractions Theme parks, galleries, theatres, airline terminals

Provision of food and drink for people engaged in another leisure pursuit

Increases in leisure have made profit from food and drink, attractive to leisure amenity providers

Table 1.1 Sectors of the food and beverage service industry

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1.1.2

INDUSTRYS OBJECTIVES AND GUEST EXPECTATIONS The main aim of food and beverage industry operations is to achieve customers satisfaction. In other words, to meet the customers needs. The needs that the customer might be seeking to satisfy are:

1. Physiological

The need for special foods (diabetic, vegetarian)

2. Economical

The need for good value; fast service; a convenient location

3. Social

Going out with friends or business colleagues; attending functions to meet others

4. Psychological

The need for enhancement of selfesteem; fulfilling lifestyle needs; the need for variety; resulted from advertising and promotion

5. Convenience

Being unable to get home (workers, shoppers) or having to attend some other events(cinema, theatre); the desire for someone else to do the work; the physical impossibility of catering at home (weddings and other special functions)

Figure 1.1 Industrys objectives and guest expectations

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INPUT
1.2

ORGANIZATION CHART AND JOB SPECIFICATION OF FOOD AND BEVERAGE SERVICE INDUSTRY Traditionally, food and beverage staff organisation is structured based upon European system - French system. In this system the maitre dhotel is in charge of the dining rooms, all food and beverage outlets or functions. Traditional organization chart are more complicated compared to the modern organization chart. More staff are involved in traditional system whilst it is simplified in the modern system.

In the traditional hierarchy of the French dining room, each position is a training ground for the next higher level. This procedure assures a supply of labor that is well trained in all aspects of good service. It also develops a high level of professionalism in restaurant service and a pride in the profession among restaurant personnel.

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1.2.1 TRADITIONAL

RESTAURANT MANAGER (Line Manager)

ASSISTANT RESTAURANT MANAGER (Assistant Line Manager)

RECEPTION HEADWAITER (Supervisor)

MAITRE DHOTEL (Headwaiter / Supervisor)

STATION HEADWAITER (Section Supervisor)

CHEF DE RANG (Station Waiter)

SOMMELIER (Wine Butler)

DEMI CHEF DE RANG (Assistant Station Waiter)

TRANCHEUR (Carver)

COMMIS DU WIN Wine Waiter)

COMMIS DE RANG (Waiter)

COMMIS DEBARRASSEUR (Apprentice)

Figure 1.2 Organization of traditional system

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1.2.2

MODERN RESTAURANT MANAGER

ASSISTANT RESTAURANT MANAGER

SUPERVISORS

HOSTESS (Reception Waiter)

CAPTAIN

WAITER / WAITRESS

BUSBOY / BUSGIRL

Figure 1.3 Organization of the modern system

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1.2.3

JOB SPECIFICATION FOR FOOD AND BEVERAGE PERSONNEL

1.2.3.1 Restaurant Manager Overall responsible for the organization and administration of particular food and beverage service areas. Sets standards for service in dining room. Responsible for any staff training that may have to be carried out on or off the job. Prepare duty rosters, holiday lists, and hours on and off duty

1.2.3.2 Assistant Restaurant Manager Assist Restaurant Managers in carrying out their task and responsibility Make out duty rosters, holiday lists, and hours on and off duty

1.2.3.3 Head Waiter / Maitre Dhotel / Supervisor Overall charge of the staff team Responsible for seeing all the duties for the pre-preparation of service are efficiently carried out Aid the reception headwaiter during the service Relieve the restaurant manager or reception head waiter on their day off.

1.2.3.4 Station Head Waiter / Section Supervisor/Captain Overall responsible for a team or staff serving a set of tables Must have good knowledge of food and wine Be able to instruct other staff in doing the correct and appropriate service Carry out all the service at the table with the help of the chef de rang

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1.2.3.5 Station Waiter / Chef De Rang Must carry out the same work as the station head waiter Has had less experience than the station head waiter Chef de rang and the station head waiter must work together as a team to provide efficient service

1.2.3.6 Assistant Station Waiter / Demi Chef De Rang Can be found only on the continent Relieve station head waiter on their day off

1.2.3.7 Waiter / Waitress Acts by instruction from the chef de rang Mainly fetches and carries, may do a little service Help to clear tables after each course Carried out some of the cleaning and preparatory tasks during the pre preparation period

1.2.3.8 Apprentice / Commis Debarrasseur Known as a learner Keep the sideboard well filled with equipment Help to fetch and carry items Carry out certain of the cleaning tasks during the pre-preparation periods

1.2.3.9 Carver / Trancheur Responsible of the carving trolley and the carving of joints at the table as required Will plate up each portion with the appropriate accompaniment

1.2.3.10 Wine Butler / Wine Waiter / Sommelier Responsible of the service of all alcoholic drinks during the service meals Must also be the sales person Should have a thorough knowledge of all drinks to be served

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1.2.3.11 Cocktail Bar Staff Well versed in the skills of shaking and stirring cocktails and should have a thorough knowledge of all alcoholic and non-alcoholic drinks Responsible in making cocktails

1.2.3.12 Busboys / Busgirls Assist the servers during busy/peak periods. Responsible to do the clearing after service. In the small restaurants, several of these positions may be assumed by the same person.

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INPUT
1.3 1.3.1 THE SERVICE PHILOSOPHY DEFINITION OF QUALITY SERVICE In the hospitality world, the meaning of quality often involves a valued judgment in terms of good and bad; for example, This hotel has a quality operation, or We sell a quality steak. The problem with such valued judgments is that everyone has his own idea of what good and bad quality means. However, this is not much help to the service supervisor who needs to establish standards. A more systematic approach is needed. Before such a system can be established, though, one must first get rid of the idea that quality is either good or bad. All service has some quality.

1.3.2

ATTRIBUTES OF FOOD AND BEVERAGE SERVICE PERSONNEL

As we know, the product of food and beverage operation is not just the food and drink itself. Any member of staff coming into contact with the customer is also part of the product. Eventhough an organization may have a good quality food, beverage, decor and equipment, a poorly-trained or unhelpful staff can destroy the customers potential satisfaction with the product.

Below are the principle attributions necessary for the food and beverage service personnel.

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1.3.2.1 Personal Hygiene This is the most importance factor as the staff are constantly handling food and working near customers. The uniform should always be clean and well pressed, and shoes polished. Being clean and smart in appearance gives one the confidence to work well.

1.3.2.2 Knowledge of Food and Drink The staff must have sufficient knowledge of all the items on the menu and wine list in order to advise and offer suggestions to customers. They also must know how to serve correctly for each dish on the menu.

1.3.2.3 Punctuality Punctuality is vital. If the staff are continually late for duty it might shows lack of interest in work and lack of respect for management.

1.3.2.4 Personality The staff must be tactful, courteous and good humoured . They must be able to converse with the customer in a pleasing and well spoken manner and have the ability to smile at all time. With these attributions the staff will help the management in becoming good sales people.

1.3.2.5 Honesty There should be trust and respect in the triangle of staff, customer and management relationships. This will create a atmosphere of work which encourages efficiency and a good team amongs the food and beverage service operators.

1.3.2.6 Loyalty It is a priority for staffs to oblige and be loyal to the establishment and its management.

1.3.2.7 Customer Satisfaction The food and beverage staff must see that the guests have all that they require and are completely satisfied. It is of great importance to anticipate a customers needs.

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1.3.3

GUEST SERVICE SKILLS The waiter and waitresses should have the guest service skills to meet the customer satisfaction. The guest service skills are:

1.3.3.1 Reliable Management must be able to depend on the server to fullfill the responsibilities for which they were hired. You must report to work on time, serve the customers properly, and complete all tasks assigned to you.

1.3.3.2 Cooperative A waiter or waitress must have a good attitude. You must be willing to work hard with coworkers in a common effort towards completing work assigned. Being cooperative also means adapting to the policies of management

1.3.3.3 Personable A waiter or waitress is chosen for his or her pleasant personality. Take the initiative to be friendly, patient, and courteous to guest, co-workers, and management, and never be rude.

1.3.3.4 Healthy A serving job requires the server to be in close contact with guests, co-workers, and food. This means that a waiter must be healthy because a healthy server looks good, performs well on the job, and is able to lift and carry heavy tray.

1.3.3.5 Clean and neat A server may be one of the only restaurant employees that the guests see and he must present a tidy appearance that reflects the image of a clean and neat restaurant. Particular attention should be paid to hair, nails and uniform.

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1.3.3.6 Knowledgeable A good waiter or waitress must learn appropriate serving methods and know how to apply them in a smooth, efficient manner. He/she must have an extensive knowledge of the food items on the menu.

1.3.3.7 Persuasive A waiter or waitress must have the ability to sell oneself, promote the restaurant, and menu items during the course of service to the customer. He/she must be able to communicate well to show the persuasive talents to ensure that the customers wants and needs are met, and suggestive selling increases the size of the check and restaurant profits.

1.3.3.8 Attentive Guests may need their waiter or waitress at any time during the meal, so a good server always concentrates on the job and never leaves a station unattended. He/she must be aware of the progress of the meal at each table and anticipate needs as they arise.

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INPUT
1.4 FOOD AND SERVICE SERVICE EQUIPMENTS In any establishment, it is important to keep a customer first impressions when they are entering the service area. A customer may be gained or lost on these impressions alone. Therefore, the right choice of selecting the food service equipment and furniture are some of the factors that contribute to the success of dining room or food and beverage area. A careful selection of items in terms of shape, design, colour and function enhances the decor and theme. For example, the use and choice of crockery must be matched with the linen and the whole decoration of the area. There are three types of equipments which are discussed in this unit. Small equipments and tableware Linen Large equipment

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1.4.1

DINING ROOM EQUIPMENT

1.4.1.1 SMALL EQUIPMENT AND TABLEWARE

10

11

1. Soup spoon 2. Fish knife 3. Fish fork 4. Joint knife 5. Joint fork 6. Side knife

7. Dessert spoon 8. Dessert fork 9. Joint spoon 10. Tea spoon 11. Coffee spoon

Figure 1.4.1 Cutleries and flatware

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1. Asparagus holder 2. Oyster fork 3. Pastry fork 4. Corn on the cob holders 5. Lobster pick 6. Butter knife 7. Sauce ladle 8. Fruit knife 9. Fruit fork 10. Nutcrackers

11. Grapefruit spoon 12. Ice cream spoon 13. Sundae spoon 14. Snail tongs 15. Snail fork 16. Cheese knife 17. Stilton scoop 18. Gourmet spoon 19. Preserve spoon 21. Sugar tongs

Figure 1.4.1 Cutleries and tableware equipment

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10

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1. Bouillon cup/open sugar 2. Coffee pot 3. Coffee pot 4. Covered sugar 5. Cream jug 6. Cream jug 7. Cup 8. Cup 9. Cup 10. Grapefruit 11. Mini boat 12. Oatmeal

13. Oil/Vinegar bottle 14. Packet sugar holder 15. Salt & paper shaker 16. Sauce boat/stand 17. Fruit bowl 18. Soup cup 19. Soup cup 20. Soup Cup 21. Tea pot 22. Tea pot 23. Deep pasta/salad dish

Figure 1.4.1 Chinaware and table ware

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Plate Dinner plate Salad plate Fish plate Side plate Soup plate Big oval plate Medium oval plate Small oval plate

Size in diameter 25cm( 12.5) 18cm (7) 20cm (8) 15cm (6) 20cm (8)

Figure 1.4.1 Types of plates

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1.4.1.2

LINEN The types of linen used would depend on the class of establishment, type of clientele and cost involved, and the style of menu and service to be offered. The main items of linen normally to be used are:

Type of linen

Measurement

Table cloths

137 cm x 137 cm (54 in x 54 in) to fit a table 76 cm(2 ft 6 in) square or round table 1 m (3 ft) in diameter 1 m x 1 m (36 in x 36 in) used to cover a grubby tablecloth 46 50 cm (18-20 in) square if linen 36 42 cm (14-17 in) square if paper

Slip cloths

Napkin

Buffet cloths

2 m x 4 m (6 ft x 12 ft ) this is the minimum size; where there are longer tables there may be longer cloths

Trolley cloths and Sideboard cloths

These are usually made from tablecloths that are well worn and not suitable for use on tables

Waiters cloth or service cloths

These are used by every waiter as protection against heat and to keep uniform clean

Tea and glass cloths

The best are made of linen or cotton

Table 1.4.1 Types of linen and the measurement

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1.4.2

LARGE EQUIPMENT

Well chosen equipments act as a compliment to any establishment area.

EQUIPMENT

FUNCTION

Plate warmer

To keep the plate warm so that to ensure the food served is hot.

Coffee maker

To process coffee bean for coffee maker

Trolley/cart i- Service Trolley (stainless steel) To transport raw material or food from one area to another. A movable service table or trolley where food are carved, filleted, flambeed,or prepared and served to guest table. A trolley where food especially meat are carved and served to guest plate. iv- Hors-doeuvre Trolley A trolley for displaying and serving appetizer, salad or cheese. A trolley used for serving alcoholic beverages. To display and serve dessert.

ii- Gueridon

iii- Carving Trolley

v- Bar Trolley

vi- Dessert Trolley

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Lazy Susan

It is a round rotatable platform used in the middle of a big round table for putting dishes. It helps to dispense dishes to every guest round the table. It is widely used in chinese dining room or restaurant.

Side Stand

Side stand is a tool for putting soil dishes temporarily before removing to the

dishwashing area.

Table 1.4.2 Service equipment and function

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1.4.3

FURNITURE Furniture must be chosen according to the needs of the establishment. Designs of careful arrangement can change the atmosphere and appearance of the food service area . The position of furniture can also be altered to suit different occassions.

1.4.3.1 SIDEBOARD Sideboard is a storage and service station located in a dining room. It can hold most dining room equipments such as plate glassware, silverware linen and other dining room needs. It functions as a station for the waiters and waitress to keep any necessery tool or small equipment so that they can reduce the number of trips that must be made to the kitchen.

It is essential that the sideboard is different from one establishment to another so that it will give each establishment its own identity: The style of service and the menu offered The number of waiters or waitresses working from one sideboard The number of tables to be served from one sideboard The amount of equipment it is expected to hold

It is essential that the sideboard is of minimum size and portable so that it may be moved easily. The top should be made from heat resisting material that can be easily washed or wiped. The material used in the make-up of the sideboard should blend with the rest of interior decoration in order to enhance the ambience of the surrounding .

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1.4.3.2TABLE Tables come in three accepted shapes : rectangle, square and round. The mixture of different shapes is to give a variety in creating the right atmosphere of a dining room as well as the style of service. In some dining room, table top is plasticised or foam back for resisting heat or green baized covering for non-slip purpose or reducing sound of china and cutlery clicking while being setting up by waiter or waitress. Normally size of dining room tables are standardised as follow:

Type Rectangular 137cm x 76 cm (4ft 6in. x 2 ft 6in) Square There are two sizes of square table i. 76cm (2ft 6in) ii. 1m (3 ft) Round table There are two size of round table i. 1 m (3ft.) ii. 1.52m (5ft)

Function

to seat 4 persons or more

to seat 2 persons to seat 4 persons

to seat 4 persons to seat 8 persons

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1.4.3.3 CHAIR Chair comes in various kinds of design, colors and materials to suit the situation and occasion. It depends on the type of establishment whether it is for banquet, restaurant, fine dining, casual dining etc. The seating arrangement should be taken into consideration according as follows: Size and shape of the food service area Design of table used Allowance made for waiter or waitress or trollley to pass Type of establishment Type of furniture must be pleasant to look at, heavy duty, durable, spacesaving and easy to clean. The design must match with the interior and the decor.