Restaurant manual

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 Index.

Introduction_______________________________________________3

Objectives_________________________________________________4

vision and mission___________________________________________5

chapter # 1________________________________________________6

chapter # 2___________________________________________________16

chapter # 3___________________________________________________26

chapter # 4___________________________________________________39

chapter # 5___________________________________________________47

conclusion____________________________________________________65

recommendations______________________________________________66

bibliography___________________________________________________67-69

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 Introduction:

The restaurant is present for a long among humanity time. Restaurant

establishments are a style of eating as fast Indicates ITS name. It presents Several
Characteristics among the Most Important the rapidity at the moment of the
preparation for an immediate consumption, the ITS simplicity in presentation, the
variety of Its ingredients.

The Manual of operating procedures is an essential for restaurants tool for the
development of daily activities within the restaurant, it is a guide for the personnel
that Works Within the company. Basic concepts are exposed in the same acerca
cooking, hygiene and sanitation, cleaning, disinfection, proper handling of different
types of food, forms reception, storage, functions Corresponding to each job.

Much time has-been debated about the consumption of Food and its effects on the
health of people but the bad reputation That Has Been Given to it, is due in large part
to the lack of basic knowledge on good manufacturing practices and the disrespect
for quality standards

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 Misión.

Nuestra misión es la formación de personas, inspiradas en los principios cristianos y

en los conocimientos técnicos y científicos, orientada a una constante búsqueda de
la verdad y del uso del saber, para contribuir a la tutela y desarrollo de la dignidad
humana y de la sociedad, mediante la investigación, docencia y la proyección social.

Visión.

Seremos una universidad con excelentes servicios de educación superior, líderes en

la formación integral de la persona humana y de la sociedad, dentro de las
exigencias de la verdad y del bien común.

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 chapter # 1

Service and Customer in a Restaurant

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How to take orders from customers

Before taking the order you have to be sure that you carry your notebook, your pen
and everything you need to get rid of you so that afterwards you do not waste your
time and walk an extra pen if one of the clients needs one.

Below are important points when taking the order to customers.

1-have good posture when presenting to clients.

2-show confidence to customers when they are in front of them.

3-use a suitable vocabulary when taking the order of each client.

4-make sure you take the order from each client so that you receive the dish

exactly the way you want it.

5-when serving you have to do it based on the side that rotate the hands of the clock
and something very important is to serve the ladies first and then the gentlemen or
gentlemen and if the host is at that table has to be the last in to serve.

6-Equal to serve the wine you have to do it carefully so as not to spill wine on the
food or on the client so as not to have problems and that customers do not complain
about your service.

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Grammar How should a waiter be?

1-the waiter should always have a good attitude, smile and behave in a friendly
manner.

2-must have a suitable wardrobe. That is, with comfortable shoes and anti-slip.

3-if the client arrives alone, it is not good to ask him if he expects someone, but he
should ask better if he has a reservation.

4-You should not despair if diners do not know yet what to order. Therefore, patience
is essential.

5-the waiter should always know what dishes are not in service so he can
communicate to customers.

7-a waiter should not remove the dishes if the customer has not finished or if the
other people have not finished

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 UTENSILS OF A WAITER

2 pens

Notebook

Lighter

Corkscrew
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 Lito

Gueridon Azafate

Tray Bell to cal l the

waiter
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 QUESTIONS THAT CUSTOMERS ASK AT THE TIME OF SERVICE AND THE
ANSWERS YOU SHOULD GIVE.

At the time of service, customers will ask questions which you will have to answer
depending on what they want to know.

Below are some examples of the questions that customers ask at the time of service.

1-What is the wifi password?

It is necessary that the password is easy to remember so that you can answer
without having to leave the table to consult it.

2-Does this dish have ...?

It is one of the most repeated and common questions that customers ask, so you
have to know what ingredients that dish has

3 - What's around here that we can see?

When a client is a tourist, he may ask what tourist places are around, you have to
know the tourist places near the restaurant.
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4-Do you relay the match?

Sometimes some fans come looking for a place where there screen to see their team
play. That's why you have to be prepared and know where they pass only games so
as not to be lost looking for the match

5-What wine do you recommend?

In this question you are not a fortune-teller to know what wine you liked or with what
meat goes better, so you have to know the winery where they keep the wines with
that you will have a point in your favor because you will not have to ask where the
winery is located.

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The indefinite articles are "a" and "an", which both translate as "a" or "an". Your
number is unique. "A" is used: when the next word begins with the sound of a
consonant. An "an" is used when the next word begins with the sound of a voice. An
indefinite article is used to refer to any object of the same class, but not to a
particular one.

Examples of defined and indefinite articles.

Defined: The door is open. (The door is open)

Indefinite: It's an open door. (It's an open door.)

Defined: Did I buy the computer I wanted? (Did you buy the computer you wanted?

Indefinite: Did he buy a computer? (Did you buy a computer?)

Defined: I need all the apples. (I need all the apples.)

Indefinite: I need a tomato and an apple. (I need a tomato and an apple.)

Defined: I met Luke and Sarah, the young couple who live across the street. (I met
Luke and Sara, the young couple who lives opposite.)

Indefinite: Luke is a young man and Sarah is a young woman. (Luke is a young
man and Sara is a young woman.)

Defined: When I grow up I want to be the best actress in the world. (When I grow up
I want to be the best actress in the world.)

Indefinite: When I grow up I want to be an actress. (When I grow up I want to be an

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actress.)

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CONVERSATION EXAMPLE OF A CUSTOMER AND THE SERVER TAKING THE
ORDER.

Ordering food.

Waiter: Can i take your order, madam.

Mónica: I´ll have the grilled steak and a side order of fries.

Waiter: ok, steak and fries. What would you like to drink.

Mónica: can i see the drinks menú

Waiter: of course, here you are

Mónica: i´ll have a glass of wine.

After the meal

Waiter: would you like some coffee or dessert?

Mónica: a cup of coffee would be nice thank you.

Asking for the bill/check

Mónica: could a have the bill, please?

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Waiter: certainly, madam. Here you are.

Mónica: can i pay by credit card?

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Waiter: i´m afraind you can´t. only cash
Mónica: ok. Here you are 50 dollars. Keep the change.

Waiter: thank you, madam. Have a good day

Vocabulary

-A table for one person, please.

-can i look at the menú, please?

-is there a house speciality?

-is there a local speciality?

-breakfast

-lunch

-want a dish containing

Chicken

Beef

Fish

Salmon

Tuna

Seafood

Etc.

-may i have a glass of _?

-may i have a bottle of _?

-bubbly wáter

-black pepper
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-butter

-excuse me, waiter 14

-i´m finished

-the check, please

-this is for you

-do you have any vegetarian dishes

Can i have a jug of wáter please?

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 Chapter # 2

Technical vocabulary that should be used in a

restaurant.

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1.1. Technical vocabulary that should be used in a restaurant.

Water

Mineral water

Pressure beer apparatus

Pub

Drink

Alcoholic beverage

Non-alcoholic beverage

Refreshing drink

Waitress

Waiter

Roast

Wine list

Champagne

Chef

Client

Glass of wine

Spoon

Knife

The covered

Specialty

Chef's specialty
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Frozen
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The bill, the bill
Vegetables and vegetables

Complaints book

Tablecloth

Three-course menu

Menu, list of meals

Table

Palliser

Pasta

Fish and seafood

Pepper

Plate

Main dish, main course

Coasters

Dessert

Tip

Reserved

Book a table

Restaurant

Self-service restaurant

Salt shaker

Napkin

Napkin holder
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Serve (at the table)

Chair 18
Soup

Fork

Glass

Wine

Http:// www.mansioningles.com/vocabulario59.htm

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1.2. Necessary utensils that should be used in a restaurant.

Soup spoon plate forks

Forks for dessert dessert stick for

Glass of wine

Cup of water
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Spoon for coffee

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 Dish for dessert

Entrance plate

1.3. HOW TO TAKE ORDERS FROM CUSTOMERS IN THE RESTAURANT.

Do you have any free tables?

A table for …, please

Two

Three

Four

I'd like to make a reservation

I'd like to book a table, please

When for?

For what timing, me?

This evening at …

Seven o'clock

Seven thirty

Eight o'clock

Eight thirty

Tomorrow...
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Https:// es. Speaklanguages.com/ingl%C3%A9s/fraces/en -el- restaurante

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Carta/ menu
Bill

Breakfast

Lunch

Dinner

Plato principal – Main dish

Dessert

Waiter/ waitress

Chicken

Beef

Fish

Vegetables

Salad

Bread

Rice

Tea

Water

Beer

Red/ white wine

Salt

Pepper

A table for four people, please.

I would like to book a table for 2 at 9 o’clock.

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Have you got any tables for this evening?

Can I look at the menu, please? 22

Excuse me, waiter

What would you like to drink?

Do you have any vegetarian dishes?

I want ….

I’m finished.

It was delicious.

The bill, please.

How much is it?

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1.3. Useful phrases to order food in the restaurant.

Could I see the menu, please?

Do you have any specials?

What is today’s special?

What’s this dish?

What do you recommend me?

I’m not ready yet

I would like to order now

I’ll have the…

I’d like the…

Please, can I have the…

What are the ingredients? I’ll have the same

Could I have salad instead of chips?

What kind of desserts do you have?

May I have a… (bottle of wine, beer, soda)? What’s all, thank you

Everything was delicious

This is very tasty

I want to talk to the chef

I want to talk to the manager

Keep the change

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WELCOME GREETING.

When the client enters the premises, if nobody approaches him, he will feel ignored.
The receptionist, maitreira or whoever is in charge of this task, should greet the
diner. If you are busy, you could make a nod and a smile, indicating that you have
already seen it and that you will be with it as soon as possible, or even indicate that
you can sit down to your liking if it is not a restaurant with reservations.

THE WAIT FOR THE TABLE.

It could happen that you have to warn the client that he will have to wait to
be placed at a table. it is preferable not to use phrases like "in two minutes ...", "the
wait is fifteen minutes ...", if they do not respond to reality. if there are delays, you
can offer to take reservations, or make a waiting list. make sure you have a nice
space to wait, with some distraction such as TV, music or posters; you can offer a
free drink or snack if the wait is extended.

ACCOMPANIMENT TO THE TABLE.

Before assigning a place to the client, if there is a possibility, give him options on the
table where he can be located. To appreciate the wait, move the chair or help with
the coats are cordial gestures that will not go unnoticed, and that however small they
may be, they offer a significant added value to the integral service and the client's
perception. Once accommodated, the wait for attention or the dishes is always more
pleasant with bread or a courtesy entrance or drink; the empty table increases the
client's anxiety.

CORDIALITY, NOT INFORMALITY!

Keep a friendly conversation with the client, without falling into informality. When you
ask a question, listen and respect the answer. The criteria should be discretion,
prudence, reserve and precision. Do not recite the specialties as if you were a robot,
the client wants to feel that he is being attended to in a personal and special way.
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 Chapter # 3

Description of the dishes and the definition of the

terms in the context of a restaurant.

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Description of the dishes and the definition of the terms in the context of a
restaurant.

Description of saucers.

1. Appearance, texture, flavor

Before you can find the right words, it is important to examine the different
sensations related to food specifically with appearance, texture and taste.

The appearance of a meal is important because, as the phrase says, everything

comes through the eyes. Making a dish look appetizing is almost as important as its
taste. Describing how it looks can be achieved in different ways, but appearance can
best be described with everything from simple colors (brown or green) to adjectives
that generate an image (such as "a pinch of sugar" or "a little butter").

Another consideration for the food is the texture. Whether your chicken offer is crispy
or the chocolate mousse is creamy, the right texture can benefit or harm a dish.
Because of this, matching the words on the right texture with the right dishes is
essential. Words like "succulent" and "fluffy" are great for desserts.

The final and most obvious consideration is the taste. In general, the taste of food is
what people remember the most. Whether sweet, sour, salty, spicy or bitter, it will
remain in the customer's memory. If a steak has the perfect flavor, a customer will
remember it. If you have a lot of salt, you will remember it too. It is the basic premise
of the whole restaurant industry: taste is king. The possibilities of describing a taste
are almost endless.
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2. Choice of words

With these concepts in mind, choosing the descriptive words from the menu is an
easy next step. Because the appearance usually speaks for itself, using a few words
may have the work done. This includes words such as:

• Bleached

• Breaded

• Caramel

• Roast

•Colorful

•Elegant

•Cool

• Fried

• Green

•Green leaves

•Burned

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The texture is a bit more complex. Because the sensation on the palate is critical for
acceptance or rejection, using the correct phrase is important for the client to decide
to make an order. This includes words such as:

• Mantecoso

• Creamy

• Crunchy

• Crocante

•Delicate

• Spongy

•With body

• Juicy

•Damp

• Soft

• Succulent

• Soft
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Finally, taste is the most important sensation that must be transmitted. Using the five
primary flavors for each dish, from appetizers to desserts, you can tempt customers
with the dish that best suits their tastes. Using the name of remarkable ingredients,
such as garlic or onions, can also help provide an idea of the overall flavor. This
includes words such as:

Bitter

Chocolate

Garlic flavor

Rich

Salty

Tasty

Agrio

Sweet

Acid

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Although there is almost an infinite number of words to choose from, these are some
descriptive food words with which you can start your menu. They are recognizable
enough to attract the customer's attention, common enough to explain food in the
blink of an eye.

With a few initial words and the chef's innovation, describing the new dishes will not
take time even the menu will write to itself.

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Sideboard:

Furniture located in the dining room, compartmentalized to house a small supply of

crockery, cutlery, glassware and table linen.

Appetizer:

Food or drink that is taken before a main meal.

APPCC:

Hazard Analysis and Critical Control Points (HACCP or HACCP) is a systematic

preventive process used to guarantee food safety in a logical and objective manner.
It is applied in the food industry, pharmaceutical, cosmetics and in all kinds of
industries that manufacture materials in contact with food. It consists of several
phases, throughout all the processes of the supply chain, where all the risks of
contamination of the products at physical, chemical and biological level are identified,
evaluated and prevented, establishing preventive and corrective measures for their
control, tending to ensure the innocuousness of the products.

Provisioning:

Process composed of several phases through which a company meets the needs of
productive means to carry out its activity. This process begins at the moment in
which a need is detected until the moment in which the genre is stored waiting for its
use in the productive cycle.

Self-service:

O self-service, from English. Service consisting of the distribution of counters online

or on islands equipped with machinery to keep food in perfect condition.

Bar:

Area designed to serve customers at the bar and / or to serve the waiters in charge
of table service through control.
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Buffet:

Buffet or buffet (from French, buffet "dresser"), is a type of food service where food
products and their cutlery are displayed on hot and cold tables for free access of the
customer.

Couch:

Word of French origin (Canapé) that in gastronomy is defined as a small portion of

bread, puff pastry or other prepared dough base, covered with a small amount of
food that is usually served as a cold snack or at room temperature before serving the
main courses.

Menu:

Compendium of all the dishes offered by the restaurant and in which the daily menu
is usually included. It can be structured in dishes by types of content: meat, pasta,
fish, etc., by type of cooking or by groups (appetizers, first, second, desserts). The
letter admits multiple variants or variations when ordering the command.

Bar-cafeteria menu:

Document that contains a relation grouped by affinities of plates, drinks, wines or

preparations that the catering establishment offers to the public, and their respective
prices.

Command:

Internal travel voucher that allows you to know the customer's request and to which
customer they correspond, what cooking point you want, who has taken the
command (date), number of customers who occupy the table and if they eat the
menu or menu. With this data the invoice is made; one of the three copies is left
billing, another sealed billing goes to the kitchen and the 3rd copy is left by the
waiter.
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Diners:

Group of people who gather around the table for the purpose of eating.

Fast food / Fastfood:

Restoration sector dedicated to offering a fast, homogeneous food service, at an

affordable price and in perfect conditions of hygiene and food quality. Hamburger
companies, pizzerias, bocaterías, among others.

Glassware:

Set of glass objects that are part of a tableware. The maintenance care will be
exquisite in the handling of this material in terms of blows, since its hardness is much
lower than that of the rest of the material, flaking and scratching easily. The review is
carried out with acidulated steam and cloth of yarn, transported to the dining room in
trays with covers when they are large quantities or in the hand and held by the foot
and base when they are few. They are left placed on tables and sideboards.

Unbalanced:

Unoccupy the workplace leaving everything in its usual place. In restoration

services, it is said of the process by which the tools involved in the room service are
collected, cleaned and placed neatly in their place. Basic culinary elaborations and of
multiple applications: Simple techniques and procedures of execution for the
obtaining of bottoms of kitchen, broths, short broths, Mirexpoix and simple garrisons,
among others.

In place:

Francophone term "In place of", which indicates attached to the retour, the return of
some kind and its replacement by another.

Event:

Event that is celebrated formally or solemnly.

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Stocks:

Goods intended for sale that are stored in a warehouse.

Elaboration technical file:

Factsheets showing the ingredients, tools and elaboration process of multiple

elaborations. They are used for the development and subsequent service of food and
beverages.

Restoration formula:

Catering service that offers a certain food trend, with a particular gastronomic offer
and a certain type of management (self-service, fast food restaurants, active
catering, catering, vending, among others).

Gender:

Raw material with which the culinary elaborations are made.

Garrison:

Aditamento, generally of vegetables, legumes, mushrooms or other elements, that is

served accompanying culinary preparations, forming part of them.

Food hygiene:

Set of practices, behaviors and routines that must be performed when handling food
in order to minimize the risk of potential harm to health. Food can transmit diseases
from person to person as well as being a means of growth of certain bacteria (both
outside and inside the food) that can cause food poisoning.
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Lingerie:

Set of cloth garments made of yarn, cotton or other materials, usually unstained,
used in the hotel industry to dress certain rooms and furniture (bed linen, table linen,
bath linen, staff uniforms, etc.); subdepartment of the hotel dependent on the
apartment department and closely linked to the laundry, where it organizes, controls
and stores all the clothes that are used in the hotel, as well as the clothes of the
clients in case of request. This sub-department is usually divided into four areas:
laundry, ironing clothes, clothing and storage.

Household:

Set of material (crockery, glassware, cutlery) and utensils used in the catering
service.

Menu:

An orderly list of the different dishes that make up a meal offered by a catering
establishment, for a fixed and specific price that includes bread, water or wine,
service and taxes.

four groups:

the first one refers to the dishes that stimulate the appetite (appetizers, soups,
creams, etc.); the second to the light ones (eggs, rice, fish, etc.); the third to the main
dishes (poultry, meat, game) and the fourth to desserts (pastries, fruits, cheeses,
etc.).

Mise en place:

French term that is interpreted as the "fine-tuning". It includes the preparatory tasks
of both genders, tools and equipment necessary for the execution of the service, in a
successful manner.

Service standards: Set of rules established for the correct execution of the room, bar
and cafeteria service.
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Gastronomic offer:

Set of products (meals, beverages and others) that a hotel establishment offers its
customers by price.

Service order:

Detailed instructions on the development and execution of the restoration service of

an establishment, according to the gastronomic offer designed and the operative
norms of the organization.

Presence:

Operations that take place before the service, in the set-up phase of the room (mise
en place).

Process:

Systematic and orderly method to do something.

Protocol:

Set of norms, traditions, customs and techniques that society and individuals have
for the organization of their acts, their coexistence and their internal and external
relations. Through these the acts promoted by public institutions, private entities and
by people are regulated and planned, their order and development are established
and guests and symbols are ordered.

Restoration:

Activity dedicated to the provision of food and beverage services.

Sandwich:

Sandwich that is usually made with a piece of bread mold open in two halves or two
slices of any type of bread, between which one or more layers of food such as meat,
cheese, vegetables or others are placed, sometimes with condiments , sauces or
other companions.
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Service:

Act and effect of serving; covered that is put on the table for each of the guests; set
of foodstuffs that are placed at the same time on the table, by series and by order; in
passenger transport, is the set of different services offered to passengers on board
trains, such as: breakfast, snacks or snack, lunch and dinner, as well as cafeteria or
restaurant service depending on the class, the type of train and the route.

Service techniques:

Different manual procedures or practical knowledge used to service the gastronomic

offerings of the catering establishment.

Types of service:

Modalities of service of the gastronomic offers of a catering establishment.

.Group 1: Between cold and hot months consumed as first course.

.Group 2: Broths, soups, creams, and consommés. They are also served as a first
course and preferably during dinners.

Group 3: Vegetables and salads: they can also be served as first courses and in
others they are often part of the main dishes based on meat and fish.

.Group 4: Pasta, eggs and rice: what is indicated in the previous paragraph is valid
for food products.

.Group 5: Fish and Seafood: As a general rule, they are usually served after first
courses and before meats, nowadays they are considered a main course that can
substitute meats.
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.Group 6: Meats: they are almost always the main dish and are usually served before
desserts. 38
 chapter # 4

Desserts: among other specialties, fresh fruits are usually

included, in syrup and in fruit salad; pastry, kitchen candy;
and ice cream.

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Desserts: among other specialties, fresh fruits are usually included, in syrup and in
fruit salad; pastry, kitchen candy; and ice cream.

3.Recommendation of dishes

When we have a new client, he usually asks these questions

It is important to note that it is just a play on words that will make you a suggestion,
and not a recommendation, because we do not know your taste, or the general idea
that the client has of a specific dish.

Example:

Some chiles en nogada there are many recipes and different ways to prepare them,
for this we will say "I suggest the chiles en nogada", they are served in this way, and
we describe what is the way we present it.
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Technique for recommendation of dishes

Technique of the 5 senses

How is this?

The brain assimilates better and sends messages from the subconscious if we use
the senses.

After inquiring about the preferences of the diners, about if you prefer Chicken, meat,
pasta, soup, salad or snacks etc. We have to use the preferences of the diners by
discarding pairs of dishes, we are not going to do an interrogation, we must have a
clue in the second question, once we have obtained this clue, we mentally select the
dish that we are going to recommend.

Example:

I think I suggest some Mexican shrimp

1. Sense of the ear. They are "Mexican shrimp" with this phrase we indicate the
name of the dish and will give an idea of what it will be.
2. Sense of sight. We indicate the size or quantity of the dish "are 12 medium shrimp.

3. Sense of smell. We will indicate how it is cooked, so that your subcooker highlights
the odors of the ingredients in your mind "they are prepared on the grill with stir-fried
butter in Mexican sauce.
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4. The sense of taste. We indicate its flavor by continuing the technique of the
previous point "prepared with tomato, onion, jalapeño pepper and spices with the
recipe of the house".

5. The sense of touch. With which it is accompanied "come with French bread, salad
and butter rice

Manual of Operative Processes for Restaurants

Basic concepts.

Food Security.- Food Security is a state in Which all people enjoy, in a timely and
permanent manner, physical, economic and social access to the food They need, in
quantity and quality, for Their adequate consumption and biological use,
Guaranteeing them to state of overall well-being That Contributes to the achievement
of ITS development.

HACCP.- The Hazard Analysis Critical Control Point (HACCP) system is a preventive
system That Allows the identification of specific hazards and Measures for Their
Control in order to guarantee the safety of food.

The HACCP system can be applied along the Entire food chain, from the primary
producer to the end consumer.

BPM.-Good Manufacturing Practices (GMP) are the basic principles and the general
practices of hygiene in the handling, preparation, preparation, packaging and storage
of food for human consumption, in order to Ensure That food is manufactured in
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adequate sanitary conditions and the Risks inherent in production are diminished.
(Art. 2 Executive Decree 3253).
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POES.-The Standardized Operating Procedures for Sanitation (POES) Are those
written procedures and Explain That describes how to perform a task to Achieve a
specific purpose, in the best possible way. There are Several activities and
operations, in Addition to Those of cleaning and disinfection, That are Carried out in
a food processing establishment That is convenient to standardize and leave a
written record of esta to avoid errors That Could threaten the safety of the end
product.

Cross Contamination.- It is Known as Cross Contamination to the process by Which

food comes into Contact with foreign substances con sus composition, harmful to
health Generally.

Mise en Place.-Also is called tuning; it is the preparation of the goods for Their
completion, at the required moment, That is to say, the mechanics of the daily work,
the hours previous to During the service of the dining room, cleaning, garnishes, etc.
(Rye, 133).

Cleaning:Covers all Processes Involved in the removal of all types of dirt from
surfaces and equipment, but not Those That Correspond to disinfection. The waste
to be removed With the cleaning is waste of food, soil, fats and other waste.

Disinfection: Includes all the Processes Involved in the destruction of microorganisms

on surfaces and MOST equipment, but not

Necessarily from bacterial spores. Feasible, Although some microorganisms persist,

They Should not Affect the microbiological quality of the food That is in Contact with
the disinfectant surfaces.

Staff Hygiene Regulations

How and when to wash your hands.- Seems washing your hands, Although
essential, Most employees do not do it correctly or as Often as Necessary.

People Who Should handle food wash Their hands after performing the following
activities:

• Use the bathroom

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• Handling raw foods (before and after)

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• Touching the hair on the face or body

• Sneeze, cough or use a tissue or tissue

• Smoking, eating, drinking or chewing gum

• That May Affect chemicals Handle the safety of food

• Remove trash or waste

• Touch clothes or apron

• Touch anything else That Could contaminate hands, Such as non-sanitized

equipment, work surfaces or cleanings.

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Right way to wash your hands:

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Source: World Health Organization, May 2009.

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1. Wet your hands with running water, as you can comfortably hot as support (at
Least 38 ° C).

2. Apply soap

3. Vigorously rub hands, forearms for at Least twenty seconds.

4. Clean under the nails and Between the fingers.

5. Rinse well under running water.

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chapter # 5

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47
Hygiene standards for Staff.- By working in an establishment of sale of food and
beverages personal care is key to the team because it ensures that all products that
are offered therein are not a health risk customer and affect the image of the
company.

Daily bath.- It is very important both to ensure the health of the person and the
people they serve or prepare food, because the skin pores retain bacteria are
eliminated only by the daily bath. Additionally it is advisable to use deodorant and if
to be used perfume and make it discrete.

Body care: in addition to personal hygiene, pay special attention to hands and hair.
Hands should always be clean, short nails without nail polish, you should not use
rings, bracelets or any object that can store leftover food. Hair must be clean,
collected and covered with a cap or a hat kitchen.

forced use of uniforme: always wear the uniform full and clean in the case of cooks
wearing a hat that covers the hair completely, women also carry mesh and hair
collected. The waiters on the other hand depending on whether they wear an apron
or a vest, this must be washable and impeccable, many times a dirty uniform leaves
a bad impression on the customers. The uniform should never be worn outside the
workplace.

Avoid movements and gestures that may denote dirt: smoking is not allowed inside
the kitchen, putting your hands in your pockets, chewing gum, eating, touching your
face or hair, as these attitudes are considered unhygienic.

Composure: Attitudes during the workday should be appropriate. Do not lean on the
walls, do not sit on the tables, do not play with.
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48
tools and equipment, when walking with knives in your hand, take care to always
carry them with the blade down or face up on the forearm.

Cleaning the tools: when finishing a job, the work area must always be cleaned for
safety and hygiene.

Revision and cleaning of other utensils: the equipment should be checked

periodically since they often keep dirt inside. Cutting boards once they have been
used should be washed with detergent and plenty of water and placed in special
supports for them to avoid rubbing against each other and thus prevent the
proliferation of germs. The floor should be cleaned as necessary, and should be
disinfected every day. The order and cleanliness inside a kitchen is a very important
factor to maintain a correct innocuousness of the food that is elaborated there.

Methods of Cleaning and Disinfection

Physical methods can be carried out together or separately: scrubbing, heat, vacuum
cleaners, vacuum cleaners or chemical methods in which detergents, alkalis or acids
are used.

The way in which the cleaning should take place depends mainly on the following
parameters:

• The nature of the dirt or grime to be removed.

• The type of surface to be cleaned.

• The materials used for cleaning.

• The degree of water hardness.

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• The degree of cleanliness required.

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 Deep Cleaning Procedures in each Area:

In food and beverage establishments, cleaning must be integrated into production

processes since it influences the final quality of the product. It must have a regulation
on the cleanliness of facilities and equipment, for which the following aspects will be
taken into account:

• For the cleaning of the facilities, equipment and containers that are in contact with
the food products, as well as the food and drink service premises, the person in
charge of the establishment will elaborate and apply a cleaning and disinfection
system. A disinfection system is also necessary.

• Containers for the distribution of prepared meals, as well as dishes and cutlery that
are not for single use, will be sanitized with mechanical methods, provided with a
system that ensures proper cleaning and disinfection.

• Cleaning products, disinfection, or any dangerous substance, will be stored

separately, where there is no risk of contamination for food products and will be
properly identified.

• Substances used for cleaning and disinfection, must be

those approved for use in areas, equipment and utensils where food destined for
human consumption is processed.

.
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 Basic Cooking Knowledge

Main types of Cortes:

• Cutting into Canes: It is a rectangular cut of about 5mm to 6mm wide by 6cm long.
It is used mainly in French fries and other garnish vegetables. It is also called
French.

• Corte Brunoise: It is a cut in small cubes of 2mm on each side, it is mainly used in
vegetables and fruits.

• Chiffonade Cutting: It is used to cut leafy vegetables, it consists of rolling several

leaves and cutting them transversely with a thickness of about 5mm.

• Concase Cutting:These are cuts in cubes of different sizes, usually cut peeled
tomatoes without seeds.

• Juliana cut: This is a cut of the thickness of a match (2mm wide by 2mm thick) and
no longer than 6cm long. If the vegetable is large, cut first into slices and then into
strips, in the case of flat vegetables cut biased and very thin.

• Cutting Pen: It is the Julian cut applied to the onion.

- Kitchen Tables: There is a range of colors of kitchen tables, since using only one
can cause cross contamination. The boards must have a non-porous surface, which
does not absorb juices, bacteria or odors. They must comply with health
requirements and have NSF certification. The tables according to the colors are used
as follows:

Blue: Fish and seafood.

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Yellow: Raw chicken.

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Green: Fruits and vegetables.
Withe: Dairy products and processed products.

Red: Raw meats and sausages

Staff Functions

Functions of the Administrator.-

- Develops specific budget activities for the departments of the establishment.

- Supervises budgets to control expenses.

- Responsible for coordinating the marketing and advertising of the premises.

- Responsible for carrying out and supervising staff schedules.

- Works together with the Accountant, in aspects of payments, taxes, financial

statements, etc.

- Check the report of the Book of News of all areas of the restaurant.

- Review the worksheets with the chef or production manager.

- Responsible for correcting errors in the operational area.

- Delegate and assign various tasks.

- Is responsible for reviewing the payment of the financial activities of the

establishment.

- Review the daily reports of inventories and purchases.

- Check the staff uniform.

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- Is willing to provide assistance during busy schedules.

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Among the qualities that an Administrator possesses are:

• Report everything that happens in the restaurant to the owner.

• Is responsible for supervising all restaurant staff.

• Must have knowledge of how to operate all the restaurant equipment.

• Works in all areas of the restaurant.

• Your work schedule is extended according to the needs of the restaurant.

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Cashier Functions:

- It is responsible for controlling the cleanliness of the bathrooms of the clients.

- Make the cash register.

He is in charge of delivering the daily sales report, along with the money and credit
documents to the accounting department.

Supervise that the orders go out correctly and do not take a long time.

- Issue invoices to customers.

- Is responsible for the client to feel satisfied with the service.

- Control the daily sales of the restaurant.

- Is responsible for controlling and assigning tasks to motorized.

- You must keep the cashier area clean.

Functions of the Chef or Production Manager:

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54
The chef or Head of Production depending on the establishment, must comply with
the following functions:

- Is responsible for the control of the staff.

- Make the menus.

- Make the necessary requisitions to the warehouse.

- Monitor the consumption of raw materials to avoid waste.

- Controls that the commands go out in the required conditions.

- Establishes work schedules, days off and vacations.

- Monitor the schedules of entry and exit of kitchen staff.

- Distribute the work among the brigade.

- It is responsible for taking care of the facilities and kitchen equipment.

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Functions of the Kitchen Assistant:

The kitchen assistant must fulfill the following functions:

- Work under the orders of the head chef.

- Do simple and mechanical works.

- It is responsible for receiving the requisition of the raw material, and to store it
correctly.

- Is responsible for preparing food for the staff.

- Process the raw material according to the chef's instructions.

- It is responsible for serving the genres such as meat, chicken, loins, etc.

- It is responsible for cleaning the kitchen.

- Prepare the sauces.

- It is responsible for the dispatch of orders.

Purchasing Functions:

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The person in charge of purchases must fulfill the following functions:

- Review the monthly menu of the staff prepared by chef, to make purchases.

- Review the orders of purchases delivered by the chef and compare them with
inventory management.

- Manage inventories.

- Make weekly purchases.

- Place orders with suppliers.

- Manages the minimum stock of products.

- Make the purchase reports and deliver them to the accounting area.

- He is in charge of having in stock all the necessary products for the production and
management of the premises.

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Warehouse functions:

To offer a quality product, the first step is the correct receipt of raw materials, for this
the manager of the warehouse, upon receiving the merchandise must have a
purchase card for each product, whose objectives are

- Help the purchasing manager.

- Establish a standard quality.

- Improve the control of raw material.

- Achieve a constant quality in the raw material.

The manager of the warehouse is responsible for correctly registering all the inputs
and outputs of the products of the warehouse, with the relevant documents.

In the record books of entries, all the products that are received, the supplier that
delivered them and the date of entry will be noted.

In the record of outputs, all the products that are removed from the warehouse are
recorded through the requisitions that have been delivered.

Customer service

General Service Procedures:

Before starting the service there will be a set of previous operations so that at the
moment of opening the restaurant everything is ready and in conditions to be able to
offer the customer a fast and painstaking service.

At the time of opening the restaurant all the staff must be ready to start the service.
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Within the general service procedures, the following points should be taken into
account:

• Cleaning: consider the following:

- Clean and well-stocked bathrooms, dry floors and functioning properly.

- Clean uniforms, rosettes and well polished shoes.

Personal hygiene: short hair (men) or picked up (women), well combed, with clean
and short nails, makeup not very loaded as well as the fragrance they use.

• Hospitality: within this point the following will be taken into account:

- Suggested sale: is the one that tries to offer a more expensive product to some
promotion.

- Recognize the customer frequently, greeting him by his last name.

- Receive the customer with a greeting and a smile.

• Appropriate order: refers to:

- Give the client what he wants.

- Do not insist too much. Many times the client enters the restaurant knowing what he
is going to ask for.

- We must be quality filters, if we see that a product is not in perfect condition to

serve it, we must replace it with another one that is.
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• Maintenance: we must have a preventive mind and perform periodic check-ups to
the teams.

• Fast Service: must comply with the times offered. Dispatches 15 minutes and
address 30 minutes.

The person who works in a box, is responsible for treating the client to feel
comfortable entering the restaurant, for this you must receive the client with Courtesy
(good manners, kindness), Attention (personalized), Respect (use correctly the
uniform, be patient), and Enthusiasm (enjoy work

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Similarly, in this type of restaurant the cash person is responsible for taking orders at
home, to offer a quality service must take into account the following aspects:

- Answer the phone before the third ring.

- Never put the customer on hold for more than 30 seconds.

- Put a smile in his voice.

- Greet the customer by thanking him for calling, introducing himself with his name,
promoting offers and offering his help to take the order.

- You should try to sell additional items.

- The order must be repeated to be precise.

- The approximate time of delivery of the order must be indicated.

- At the end thank the customer by calling him by his last name, so that the client
feels appreciated and important.

Types of Customers:

First begin by defining the concept of client is the person or company that makes a
profit, product, service or idea in return for financial gain or value, and this (client) the
rationale for the business.

different types of customers each with their respective features below will list the
most important may exist.

Loyal customers.- They represent only 20% of customers but 50% of total sales. are
satisfied with the services or products offered, their expectations are always
exceeded and are those that will surely make positive word of mouth advertising.

specialized customers discounts: regular customers are always based on the offer
that implies some sort of discount. these customers looking for low prices and help to
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better inventory turnover.

61
Similarly, in this type of restaurant the cash person is responsible for taking orders at
home, to offer a quality service must take into account the following aspects:

- Answer the phone before the third ring.

- Never put the customer on hold for more than 30 seconds.

- Put a smile in his voice.

- Greet the customer by thanking him for calling, introducing himself with his name,
promoting offers and offering his help to take the order.

- You should try to sell additional items.

- The order must be repeated to be precise.

- The approximate time of delivery of the order must be indicated.

- At the end thank the customer by calling him by his last name, so that the client
feels appreciated and important.

Types of Customers:

First begin by defining the concept of client is the person or company that makes a
profit, product, service or idea in return for financial gain or value, and this (client) the
rationale for the business.

different types of customers each with their respective features below will list the
most important may exist.

Loyal customers.- They represent only 20% of customers but 50% of total sales. are
satisfied with the services or products offered, their expectations are always
exceeded and are those that will surely make positive word of mouth advertising.
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specialized customers discounts: regular customers are always based on the offer
62
that implies some sort of discount. these customers looking for low prices and help to
better inventory turnover.
Impulsive Customers: are customers who are not looking to buy any product
especially if left not carry so at the moment they seem to be the best, this can benefit
the person who is responsible for promoting the menu, offer this or that dish or
service

Based clients needs: these customers are looking for something they need as their
name implies, are hard to please and if you do not get what they specifically look will
go elsewhere, however if they find what they want can become loyal customers.

roaming customers: are customers who represent a very low percentage in sales,
have no need or desire when entering the premises, at no time should ignore them
but not to invest too much time in this type of customer.

Procedures for reacting to claims.-

In a fast-food, sometimes cases with customers who are not satisfied with the
service, in fact these situations require great tact and common sense to resolve
customer complaints arise.

In these situations, although each is different, there are some rules to prevent a small
problem from becoming bigger one. Among these we are:

Listen without interrupting, you should never argue with the customer, even if you are
convinced that he is wrong, you should not try to convince him of that.

Always apologize, even if you disagree with the complaint. Remember that the client
has come to your restaurant to enjoy a meal and pleasant experience. If the
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customer is upset about something enough to complain, an apology is essential. Do

not blame another team member.
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- Never allow a customer to leave unhappy, if you can not solve the problem, notify
your immediate superior, he can help you find a solution.

Keep in mind that a restaurant can not afford to lose customers for what a
dissatisfied customer says.

Reception and Storage:

Control of stocks of raw material is essential in establishing food and drink, for it is
necessary to establish a series of measures to at all times have full control of stocks
to avoid unnecessary and most importantly losses, will prevent the stoppage of
production by the sudden lack of any ingredient. (Armendáriz, 2004).

Purchases are made according to the requisitions of the chef or head of production,
which is based on the daily management of inventories to make a shopping list,
avoiding unnecessary purchases

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 CONCLUSIONS

A manual of operating procedures is essential to develop the activities of a restaurant

as it helps them to be conducted more quickly and easily.

To start developing a manual operational processes necessary to diagnose the

company that allows to know what are its main weaknesses in order to work on them
to give them an immediate solution by itself.

It is important to have basic knowledge of food security because food being

mishandled can be a source of transmission of diseases endangering the health of
customers and stability of the company.

Casa Vieja restaurant was the company that gave us a model to guide us in
developing the manual of operating procedures for fast food restaurants based on a
real example.

Chips could be made to incorporate user-friendly manual that could be useful when
processes such as receiving, warehousing, product development, office, cleaning,
inventory, etc. They can be found attached both attachments section as in the
manual.

Basic knowledge on food security and know what are the roles played by each team
are, ensure food safety and proper performance of daily activities inside the
restaurant.
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 RECOMMENDATIONS

Utilizar éste manual de procedimientos operativos como una guía práctica para
llevar a cabo las diferentes actividades dentro del restaurante.

Este manual se debe entregar y difundir entre los miembros del equipo con el fin de
que sea leído y se aplique dentro de la empresa.

Es importante informar sobre cualquier falencia detectada dentro de la empresa a

los responsables de la misma con el fin de encontrar la solución más acorde al
problema.

Se debe tener especial cuidado con el manejo de los alimentos y su correcto

almacenamiento, revisar los cuadros de temperaturas para evitar el deterioro de los
mismos.

Mantener a los equipos funcionando correctamente, con una revisión periódica del
técnico. Realizar una limpieza y desinfección adecuada regularmente de todos los
equipos y utensilios; al igual que las instalaciones del restaurante.

Provide ongoing training to ensure that staff are informed and prepared about basic
concepts of food security, to guarantee a quality product to its guests.

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