F&B Service Steward

F&B Service Steward Student Workbook Written and Published by: Shri Technologies#401, Bashyam Kamineni Residency, Yousufguda, Hyderabad -500 045. Phone :040-66 33 77 88,66 366 789, [email protected] Web: www.shritechnologies.com



ContentsKeywords 1-3 4Session 1: Introduction to Tourism and Hotel Industry 6 8Session 2: Job Description 9 10Session 3: Types of Hotels 11 12Session 4: Presentation 13 14Session 5: Motivation 16 17Session 6: Ethics and Values 24Session 7: Interpersonal Skills 25 27Session 8: Stress Management 30 37Session 9: Departments in Hotels 44 48Session 10: Coordination with all departmentsSession 11: Food & Beverages DepartmentSession 12: Restaurant equipmentSession 13: Preparation of ServicesSession 14: Types of ServicesSession 15: Preparing Service AreaSession 16: PantrySession 17: Handling TasksSession 18: Common Sause

ContentsSession 19: Common Salads 50Session 20: Customer 53 57Session 21: Dealing with Customer 60 62Session 22: Special Needs Customer 65 67Session 23: Order Taking 72 74Session 24: The Docket 75 81Session 25: Preparing the Service Area 83 88Session 26: Restaurant Setup 90 92Session 27: Presentation 93Session 28: Banquet 98Session 29: Sequence of Service 99Session 30: Serve and Clear Food and DrinksSession 31: Remove Used ItemsSession 32: Process the Account and Receive PaymentSession 33: ProductionSession 34: Different Methods of CookingSession 35: BreakfastSession 36: Menu

ContentsSession 37: Control System 101Session 38: Guerdon Service 102 104Session 39: Safety and Security 109 113Session 40: Energy and Water Conservation 115 116Session 41: Closedown after ServiceSession 42: Prepare and Setup for Next ServiceSession 43: debrief with Colleagues & Handover

1Shri Technologies Word Meaning Hospitality Assistant access How you get in account accurate The list of items bought and their cost allergic auction off’ the food All details are correct bain marie When people can get ill if they eat certain foods e.g. peanuts beverage buffet Call out the dish to see who at the table asks for it clockwise A tray over a hot water bath and under heat lamps. Used to keep food hot. condiments Drink composted converse Food is on display and customers self-serve cover current The direction of the hands on a clock crockery Flavourings on the table for the customer to add to their meal e.g. cutlery salt, pepper, mustard debrief Put in a container to rot down into fertiliser delay disposed of Talk together EFTPOS A place setting at a table The latest Plates, bowls, cups and saucers Knives, spoons and forks Talk together about what happened When something is late or slow Thrown away Electronic Funds Transfer at Point Of Sale – an electronic system for debit cards

2 Word Meaning Shri Technologies entrée Small starter dishShri Technologies environment (room) The look and feel of the room environment (world) The land, air and water escort Walk with someone evaluate Discuss what went well and what needs to be improved food runner Person who takes the food from the kitchen to the customer garnish Decoration on food Finishing staff tell arriving staff any important information that will handover help them on their shift Dangerous hazardous hygiene Being clean, with no germs hygienic lap the guest Place the napkin on the guest’s lap legible Easy to read Organise everything before service starts so it goes smoothly - a mise en place French term that means ‘put in place’ or ‘everything in its place’ Side by side parallel The part of the kitchen that you collect food from pass Take your time patient A serve portion Saying what you think is good or will suit the customer recommendation Count the money and check the amount is the same as on the dockets reconcile the takings When a customer pre-books a table reservation Booked reserved

3 Word Meaning review Look back over things that happened sequence Order you do things in The end of a knife, fork or spoon that goes in the customer’s service end mouth Utensils to serve food serviceware spread out stagger Normal standard Way of doing things technique Specialist words terminology Tools for preparing food utensils The food and beverage place you work at venue The piece of furniture in a restaurant where things are stored that a food and beverage attendant needs to do their job, such as trays, waiter’s station napkins, condiments and extra crockery sideboardShri Technologies Hospitality Assistant

4 Shri TechnologiesShri Technologies Tourism is not just about the facilities and attractions provided for visitors. It is about people and especially about the relationship between the customer and the individual providing service. Tourism is concerned with providing:  Travel and transport facilities  Accommodation  Food and drink  Entertainment/recreation  Information and assistance  Souvenirs Tourism is a hospitality industry providing a service to visitors in a warm and welcoming way. Tourists: Tourists are people who for a variety of reasons travel to destinations, where they stay at least one night. There are several basic types of tourists:  People who travel to another country simply for pleasure/leisure.  People who travel to pursue specialist activities, e.g. cultural tourism, visit to historical sites.  People who travel for business purposes.  People who attend international confer- ences and meetings.  People who travel to another country to pursue specific courses of study.  People who visit their friends and rela- tives in another country.  People in search of their ancestral roots.  People who travel for religious reasons, e.g. pilgrimages to Mecca.  Retired people who have time to spare and money to travel. Origins of Hospitality Industry Early travelers were either warriors or traders or people in search of knowledge and there were no ho- tels. Till the Industrial Revolution of the 1700s, no significant improvement was made in the inns, and taverns and they were not very suitable for aristocrats. To accommodate wealthy travelers, luxurious structures were constructed with private rooms, individual sanitation and comforts of a European castle. These elegant new establishments adopted the French word for mansion 'Hotel'.

5 Career Prospect of the Hospitality Industry There are always some pros and cons for working in the hospitality industry. The concern whether a posi- tion suits to you or not is mainly dependent on your own character and personal interest. Front desk receptionist Waiter / waitress Tour guide Room attendant Host / hostess Tour escort Telephone operator Cashier Travel agent Reservation Food runner/Busser Theme park crew Concierge Bartender Event sales Bellman/Doorman Apprentice Other “customer service” positions Business center Commis, Banquet server associateShri Technologies Hospitality Assistant

6 Shri TechnologiesShri Technologies Job Description of F&B Steward Ensure that all guests are served to the hotels standard in the Restaurant / Bar / Lounge areas. Display highest standards of hospitality and welcome are demonstrated at all times within all food and beverage areas. Takes orders for, serves (where applicable, prepares) food and beverages to guests as per the hotels standards in a friendly, timely and efficient manner. F&B SERVER DUTIES AND RESPONSIBILITIES:  Greets guests and presents them with the menu.  Informs guests about the special items for the day and menu changes if any.  Suggest food and beverages to the guest and also try to upsell.  Take food and beverage orders from the guest on the order taking pads or on the handheld Point of sale ( POS ) system.  Obtaining revenues, issuing receipts, accepting payments, returning the change.  Performing basic cleaning tasks as needed or directed by supervisor.  Filling in for absent staff as needed  Punch the order on the POS machine and make sure to enter the special requirements made by the guest while ordering the food. Eg: No Garlic, less spicy etc, Without egg etc.  Communicate to the guest and provide assistance with their queries.  Co - ordinate with the busperson, kitchen staff, bar staff to ensure smooth operation and guest sat- isfaction.  Server food and beverage to the guest as per the course of order.  Observes guests and ensure their satisfaction with the food and service.  Promptly respond to guest with any additional request.  Maintaining proper dining experience, delivering items, fulfilling customer needs, offering  desserts and drinks, removing courses, replenishing utensils, refilling glasses.  Prepare mixed drinks for service to your customers table.  Properly open and pour wine at the tableside.  Adhere to grooming and appearance standards consistently.

7  Understands and can communicate products and services available at the resort.  Must have some familiarity with basic cooking skills.  Assist bus persons with stocking and maintaining the restaurant par stock levels and side station.  Help other areas of the restaurant such as answering telephones and completing financial transactions.  Print closing report and drop the cash with the front office / accounts department.  Tally the Credit Card settlements for the day with the batch closing report from EDC machine.  Close the shift on the POS terminal.Shri Technologies Hospitality Assistant

8 The different types of hotels are: Hotels: specialize in residence or extended- stay accommodations serve guests looking for more permanent lodging. Guests rooms usually have a bed, bath, telephone, and television. Motels: Offer fewer amenities, less expensive to build and Shri Technologies operate than downtown hotels. The lower rates, basic ac- commodations, roadway locations, and lack of a central lob- by were well-suited for the new overnight automobile trav- eler. All-Suite Hotels: Unlike regular hotels, all-suite hotels rent only suites, often combining living space with kitchen facili- ties, or a bedroom section with an attached parlor. Convention Hotels: They provide meeting and banquet fa- cilities for large groups (usually five hundred or more) booked in their guest rooms. Luxury Hotels And Resorts. Traditionally, independent hotels offer the finest accommodations money can buy. They offer the finest cuisine and the full range of amenities from shampoos dryers to private Jacuzzis and fireplaces.Shri Technologies

9 A structured, prepared and speech-based means of com- Hospitality Assistant municating information, ideas, or arguments to a group of interested people in order to inform or per- suade them To inform, inspire, entertain, demonstrate, prove and to per- suade, that is an objective of a good presentation The single most important observation is that the objective of communication is Not the transmission but the reception. The whole preparation, presentation and content of a speech must therefore be geared not to the speaker but to the audience. Structuring the Presentation  Beginning \"Tell them what your going to tell them“  Getting attention  Statement of theme  Building rapport  Audience needs  Middle “Tell them\"  Points to be made  Support material, examples, references, visual aids  Possible audience objections/queries  End \"Tell them what you’ve told them\"  Reiterate the theme  Summary of pointsShri Technologies

10 Shri Technologies Motivation is a theoretical construct used to explain behav- ior. It represents the reasons for people’s actions, desires, and needs. Motivation can be divided into two different theories known as 1. Intrinsic motivation is the self-desire to seek out new things and new challenges, to analyze one's capacity, to observe and to gain knowledge. People are likely to be intrinsically motivated if they:  Attribute their educational results to factors under their own control, also known as autonomy or locus of control  believe they have the skills to be effective agents in reaching their desired goals, also known as self-efficacy beliefs  are interested in mastering a topic, not just in achieving good grades. 2. Extrinsic motivation refers to the performance of an activity in order to attain a desired out- come and it is the opposite of intrinsic motivation. Extrinsic motivation comes from influences outside of the individual.Shri Technologies

Shri Technologies 11 Hospitality Assistant Values and ethics are important in the workplace to help keep or- der, ensuring that a company runs smoothly and remains prof- itable. Dedication: How hard an employee works, or how much effort she puts forth, can go a long way. Obviously, companies want results, but most employers prefer a worker who gives an honest ef- fort to one who might be considered a “natural” at the job, but is otherwise disruptive. Integrity: An important aspect of workplace values and ethics is integrity, or displaying honest behavior at all times. Integrity in the business world also might mean being honest when turning in an expense report or not attempting to steal a sales account from a co-worker. Accountability: Employees in all industries are expected to act accountable for their actions. That means showing up when they are scheduled and on time, and not taking advantage of time allot- ted for breaks. Collaboration: In almost every industry, workplace values and ethics consist of teamwork. That’s because most companies believe that when morale is high and everyone is working together, suc- cess will follow. Conduct: Employee conduct is an integral aspect of workplace values and ethics. Employees must not only treat others with respect, but exhibit appropriate behavior in all facets of the job. That in- cludes wearing proper attire, using language that’s considered suitable around the office and con- ducting themselves with professionalism.

12 Shri Technologies Interpersonal skills are the life skills we use every day to communicate and interact with other people, both individually and in groups. People who have worked on developing strong interpersonal skills are usually more successful in both their professional and per- sonal lives. Employers often seek to hire staff with 'strong interperson- al skills' - they want people who will work well in a team and be able to communicate effectively with colleagues, customers and clients. Through awareness of how you interact with others - and with practice - you can improve your interpersonal skills. Rounding off this skill is the ability to stay calm, focused, polite, interested and to match the mood or emotion of the situation. A List of Interpersonal Skills Includes: a) Verbal Communication - What we say and how we say it. b) Non-Verbal Communication - What we com- municate without words, body language is an example. c) Listening Skills - How we interpret both the verbal and non-verbal messages sent by others. d) Negotiation - Working with others to find a mutually agreeable outcome. e) Problem Solving - Working with others to identify, define and solve problems. f) Decision Making – Exploring and analysing options to make sound decisions. g) Assertiveness – Communicating our values, ideas, beliefs, opinions, needs and wants freely.Shri Technologies

13 Stress management refers to the wide spectrum of techniques and psycho- therapies aimed at controlling a person's levels of stress, especially chronic stress, usually for the purpose of improving everyday functioning. The term 'stress' refers only to a stress with significant negative consequences, or dis- tress Stress produces numerous physical and mental symptoms which vary according to each individual's situational factors. Despite stress often being thought of as a subjective experience, levels of stress are readi- ly measurable, using various physiological tests, similar to those used in polygraphs. Healthy ways to relax and recharge  Savor a warm cup of coffee or tea. Hospitality Assistant  Go for a walk. Play with a pet. Work in your garden.  Spend time in nature. Get a massage.  Call a good friend. Curl up with a good book.  Sweat out tension with a good workout. Listen to music.  Write in your journal. Watch a comedy.  Take a long bath.  Light scented candles.Shri Technologies

14 The Various Departments in a hotel are shown in the diagram tr Room section/floor section a very rt t t Hk D rt t Shri Technologies t the t and t t t the The any r tw r v t on good H k y r Houseman / Public Area sectionShri Technologies

15 Area: Lobby Area, r rr r vtr rv r t /U r Room t The / r room t very tH k t and tr t t to r v t and t the rt rr r t and tShri Technologies Florist Section: To beautifying the hotel performance in every outlet or Hospitality Assistant section. The florist will make a special flower arrangement in each area covered; such as Lobby, Pool Bar, Restaurant and other area. Office Administration: The person who responsible to maintain the administration in Housekeeping Office is the Executive Housekeeper, Assistant Executive Housekeeper, all Supervisors and the order taker/ office clerks. The order taker will in-charge for taking all guest requests, telephone calls (incoming and outgoing calls) all store items request, etc.

16 Shri TechnologiesShri Technologies The hotel as a whole can only reach its summit when all departments come in close con- tact with a good co-operation. FOOD PRODUCTION AND OTHER DEPARTMENTS The Food Production Department is certainly a very important one, contributing mainly to the reputation of the hotel. The departments which are directly or indirectly in support to the Food Production department are Front Office, Housekeeping, F&B Service, Maintenance, Finance and Stores. CO - ORDINATION WITH F&B SERVICE: The kitchen is the operating and non-revenue producing department which is supported by the revenue producing F&B Department through sales in their various outlets. The F&B outlets also communicate to the food production department about the guest requests and opinions. CO - ORDINATION WITH HOUSEKEEPING: Very surprisingly a lot feel that there is hardly a necessity for the housekeeping and the Food Pro- duction depart to work in close proximity. CO - ORDINATION WITH FRONT-OFFICE : Front-office, will-communicate Arrival and Departure lists, which helps chef in forecasting quan- tities to cook. The Front Office is the face of the hotel and they can assist in marketing special evening, or features, especially to the in-house guest. CO - ORDINATION WITH STORES : The stores department will provide all goods necessary to the kitchen. The food never tastes its best if the required ingredients do not go into it. It is the duty of the storekeeper to ensure the availability of all the ingredients required by the kitchen and at the right time. CO - ORDINATION WITH MAINTENANCE DEPARTMENT : Kitchen is full of high end machinery from ovens, grills, induction hob, bratt pans, steamers and boilers. Automation has helped us to produce better end products minimizing the human quo- tient in the business. This is only possible when these equipment's function at their best. Any malfunctioning of the equipment's will lead to hindrance of the work flow and the entire system may get hampered. CO - ORDINATION WITH FINANCE : It has to be clearly understood that in a business the most important component is finance. No business can succeed without proper financing. The kitchen is the only operating department that involves huge costs due to major buying of food ingredients every day.

Shri Technologies 17 Hospitality Assistant In general people are very happy to meet at the bar, get together, talk about something in particular drinking alcohol. In accordance with the development of today's Bar, Bar not only as a meeting place or just for a drink, but also an entertainment place relaxing place after a day of work, disconnect and remove the tension while listening to music both indirectly (through the tape, compact disc, LPs) as well as directly from the singers, even we can dance on the bar. LAY OUT (physic form BAR / BAR DESIGN) A. Bar Counter: Which is a barrier that functions as the front room with a divider between bar workers and are usu- ally equipped with Bar Stools (high chair) in front for the guests who sat down. Counter Height Bar is ideal around 110 cm. B. Space: Space bar has a lot of (distance) is too small. The ideal is between Bar Counter with Cupboard Back / Back Wall is 100cm to 125cm range Bartender makes it easy to pick up something for the purposes of operation as effi- ciently as possible. C. Flooring: The best material for floor is easy to clean and dry and not slippery, to avoid accidents during operation. D. Back Wall / Bar Display: That part which is behind the counter that serves as a place to put and display drinks (bottle display) as well as glasses with interesting and attractive setting. E. Glass Display / Hanger: Usually located above the counter, which function to display (displaying) a glass. Usually only for a legged glass (glass stem), which is footed glasses hung on hangers. F. Cocktail Station / Speed Rack: That is a place to store the type of beverages to be sold. In general is kind of pouring brands, as well as equipped with placed juice, ice cubes, garnish and sink for washing glasses, bar equipment and for hand washing. G. Sink / Plumbing: That is a place for washing glassware and bar equipment is dirty. Placement is usually in the cor- ner bar to avoid being seen by guests who sat at the counter. H. Drawer / Cabinet: That is a place to store stock beverages, groceries and goods for other purposes after the bar closed. I. Chiller / Refrigeration: That is a place to store drinks that need to be cooled such as: Beer, Wine, Champagne, milk and fruits. J. Cashier Desk: That is the room where the cashier to check or bill, accept payment, and do other tasks. Usually in the Cashier Desk or Bar Counter in Hall area. 4. TYPES OF BAR : According to its shape There are various forms according to the Bar:

18 Shri TechnologiesShri Technologies 1. Elongated shape of the letter 2. Semicircular 3. Combined semi-circle 4. Full circle 5. Combined semi-circular and elongated 6. L-shaped 7. U-shaped 8. Shaped island (Island) Various kinds of bar by function is as follows: A. Public Bar: Bar that serves drinks to the public sales, where the bartender can be directly related to the guest while making drinks. 2. Service Bar: Located behind the bar which is located ad- jacent to the kitchen / kitchen, and room service a hotel, bartender does not deal directly with the guests and the bar of this type are not equipped with bar stools. 3. Snack Bar: Bar only sell great food and drinks 4. Mini Bar: Bar inside the HOTEL ROOM where drinks of alcohol in the form of small bottles, which is arranged on a table equipped with a small freezer to store other beverages such as beer, soft drinks so guests can pick their own. This bar is under the responsibility of Housekeeping Department. 5. Pool Bar: Bar in the hotel sector in the pool area (swimming pool). Sales of the drink is incomplete, limited to beer, soft drink, juice, cocktails, also provid- ed some kind of snack. 6. Portable Bar: Bar can be moved or assembled according to need. Usually the bar is a counter that given the wheel or a combination of a few tables are combined and ar- ranged to form a counter. Portable bars are typically used for such party: cocktail party, garden party and others. And also usually serves only as soft drink, juice, beer or any type of high ball. 7. Sanken bar / Garden bar: Bar that is located outside the room or open (open water) such as: the Garden (the gar- den). 8. Expresso Bar: Bar at sea ports and air. Originating from Italy and sell some drinks here it is put on sale café or ice cream.

19 9. Private Bar: Bar which is found in the homes of \"The Have\" or the people are. Drink at the bar is not as complete. Usually limited to the collection that had a bar. The ser- vice is handled directly by the host or the guests themselves. 10. Lounge Bar: Bar, usually located in the hotel where broad and elongated. The room is closed and is served by the bartender and a waiter. It is suitable for guests looking to relax, listen to music while enjoying a drink. 11. Bar and Restaurant: Usually in the form of cities and looks like a restaurant. The bar is located corner of the restaurant is equipped with entertainment such as bands to accompany the guests who were eating and drinking. Sales of drinks here complete with 5. BAR FACILITIES: Facilities for guests who are usually there at the bar:  Toilet  Public telephone  Ashtray, paper napkin, snack  Parking area and Vallet parking  Car call  Air conditioner  Music and other entertainment. BEVERAGE KNOWLEDGEShri Technologies Hospitality Assistant

20 Shri TechnologiesShri Technologies I. Non Alcoholic Beverage: Is a drink that contains no alcohol consists of: I.1. Natural Mineral Water: Is water that contains minerals and is derived from the soil or water sources, which have treated the process as cleaned and sterilized before trading. There are several kinds of them plus CO2 in inside which point to preserve and refreshing. Some brands of mineral water include: - Perrier and Evian (France) - Aqua, Ades, Oasis, Vit, Sosro (Indonesia) I.2 Artificial Mineral Water Is a beverage made like mimics the properties of mineral water and is usually given a certain scents materials, as well as preserved by CO2. These types of drinks known as soft drinks. Several types of artificial mineral water, among others: a. Soda water: This drink is a kind of others. The material is water and CO2. b. Cola (Pepsi, Coca Cola and RC Cola) The material is sugar water, chocolate caramel preserved by CO2 c. Ginger Ale d. Tonic / quinine water e. Bitter lemon f. Lemonade g. Strawberry Types of artificial mineral water was drunk than usual serves as a beverage or mixing drinks. I.3 Juices Is a fruit juice or a liquid obtained by squeezing the fruit, juice bar that normally provided in in- clude: - Orange juice - Pineapple juice - Lemon / Lime juice - Grape fruit juice - Guava juice - Sour sop juice - Mango juice - Tomato juice - Apple juice, etc. Juice is usually divided into two groups, namely: non-juice and fresh juice fresh. I.5. Squash and Cruzz Type of drink is a mixture of soda water, juice and sometimes coupled with the sugar made in the factory and bottled called Cruzz. Usually some squash at the bar: - Orange squash - Lemon squash - Lime squash

Shri Technologies 21 Hospitality Assistant II. Alcoholic Beverage Are all drinks that contain alcohol which can be taken with alcohol content limit of 75% is called with ethyl alcohol. While that can not drink alcohol called ethanol. Alcohol is a colorless, clear liq- uid that smelled of ether which is obtained through fermentation processes have shaped some are looking for and disbursed. a. Beer Alcohol is obtained from the fermentation of malt, cereals and hops. The basic ingredients beer: - Malt: seperas grant (wheat) that have been added and dried. - Cereal: used are rice or corn. - Hops: beer is necessary for colored flowers light green of a creeping plant. This flower is the length of 21/22 cm and consists of the leaves surrounding the flower of a spindle. There are stones on the spindle which gives the beer a bitter taste of hops and hops aroma charac- teristics. - Yeast (yeast) is a single micro-organism that can change some sugar into alcohol and acid stuff. - Water (Water): 89-90% of the beer is water that has been cleansed of minerals and salts. Good water comes from pilsan, bohamma. Types of beer Brands - the famous beer brands: • Australia: Foster, Swan VB, Classic. • Denmark: Carlsberg, tuborg. • America: Budwerser, Miller, Ba- hanumes, Michelob • Netherlands: Heeineken, Amstel. Beverage alcohol is obtained from the fermenta- tion and re-distillation of grain, herb, juniffer berry. In contrast to other drinks that are created be- cause of local traditions and religious. There are types of Gin: a. Dutch gin / gin Holland Characteristics: - It was more sweet - Has a strong aroma - Usually served straight up and chille. - The Netherlands is often called by the name of the beer. Brand-brand: - Beefeater - Gordan dry gin - Tangueray

22 Shri TechnologiesShri Technologies - Gilbeys - Extra Dry Gin Seeagrams - London Satin gin - Bombay sapphire At first the State which produces Russian vodka is made with basic ingredients and potatoes. Now many other countries especially the U.S. to build basic grain ingre- dients, mixed with potatoes. Potatoes produce a better vodka, but can produce more grain than potato vodka, although the number is used as much. Some brands of Vodka: - Belshoi - Berzoi - Smirnof (red, blue, silver, ginger) - Absolut Vodka Rum is made from sugar cane (sugar cane). Sugar cane is processed into sugar before the rest of the sugar-making is (approximately 5% still contain sugar). Rum brands: - Bacardh - Captain morgan - Negrita - Don-Q - Lemon hart - Carioca - Myers - Ron rico - Gold Coaster Scotch whiskey there is regular and there is a premium, the premium its quality is better. a. Dample b. Chivas Regal c. Jhonny Walker Black Label d. Jhonny Walker Swing Brandy is an alcoholic beverage made through the pro- cess of fruit wine (grape) Cognac is a monopolized the trade name for brandy produced in the cognac region near the river Charentes, France.

23 accordance with traditions and local ways in which Vienna is generated. Classification of wine: A. Natural Wine / Table Wine: Wine is the result of direct fermentation of grape juice (grape juice). Alcohol content of 10-12%. There are three natural wine / table wine by its color: 2. Aromatized Wine Wine is mixed with or given the aroma / flavor of roots, herbs, leaves, or herbs (herb) others. 3. Fortified Wine Kadaar alcohol wine that is played or coupled with a chemical process that is coupled with the brandy. The alcohol content is 16-21% The types of fortified wines: - Sherry Spain - Port Portugal - Madeira Portugal - Malaga Spain - Marsala Italy 4. Sparkling wine / champagne Wine is fermented hadil double (2x) re fermentation , of white wine. It was said, because nearly all sparkling wine is made from white wine, but remember some are not of white wine. The alcohol content is 14% contained Co2. Some famous brands of champagne: - Dom Perignon - Charles Heidsick - Pol Roger - Laurent Perrier Sparkling wine was served in a cold state at a temperature of 4-7 degrees C.Shri Technologies Hospitality Assistant

24 Cutlery refers to any hand implement used in pre- paring, serving, and especially eating food in the Western world. Cutlery is more usually known as silverware or flatware in the United States, where cutlery usually means knives and related cutting instruments. The major items of cutlery in the Western world are the knife, fork and spoon. Shri TechnologiesShri Technologies

25 Cutlery and Crockery The one rule for a formal table is for everything to be geometrically spaced: the cen- terpiece at the exact center; the place settings at equal distances; and the utensils bal- anced. Beyond these placemats, you can vary flower arrangements and decorations as you like. Format Utensils are placed about an inch from the edge of the table, with all placed either upon the baseline or upon the same invisible median line. Utensils in the outermost posi- tion are used first (for example, a soup spoon and a salad fork, then the dinner fork and the dinner knife). The blades of the knives are turned toward the plate. Glasses are placed an inch or so above the knives, also in the order of use: white wine, red wine, dessert wine, and water tumbler.Shri Technologies Hospitality Assistant

26 Bar Setup Snack Bar Setup Tray Setup Trolley Setup Shri TechnologiesShri Technologies Entering the guest room:  Knock firmly three times with your knuckles and announce “Room Service / In Room Din- ing”.  Do not use a key or any other hard object to knock the door.  If no one answers then knock and announce again. The guest may be in the shower or the bathroom.  If the guest still does not answer, check the room number is correct. If the room number is cor- rect then call the room service / IRD supervisor and inform about the situation.  When the guest opens the door greet the guest by name. And let the guest know that you are there to pick up the tray/trolley/cart.

Shri Technologies 27 Hospitality Assistant But so often enjoying good service and knowing how to direct or give it are two different things. Here are some general guidelines. Never leave an empty space before a guest. An empty cover is left before the guest very briefly only when the table is cleared for dessert. Good service is quiet and unobtrusive. When a meal comprises five or more courses, the clearance and placement of plates on the table is hardly noticed if the staff make a conscious effort to avoid noises that disrupt conversation. Some of the the server’s fingers do not touch plates that hold food. To keep fingers from the rim of the plate, the butler holds a fresh plate in the palm of his left hand (often a gloved hand) and slides it into place. But the server's fingers may touch the rim of the plate when it is cleared. Service moved in a single direction. Food service proceeds to the right, counter-clockwise, starting with the guest of honor. Beverage service progresses to the left, clockwise. The traffic level in the dinning room is kept at a minimum. Prearranged courses are served on a platter: At a formal dinner, to make service of each course easy for the guest, individual portions are prearranged and presented on a platter. A separate utensil is provided for each food on the platter. Second helpings are not offered. Formal dining includes multiple courses and second helpings are not offered. Once serve ware is taken from the dining room, it is not returned. The temperature of the plates should be appropriate for the food they contain. To enhance and compli- ment the flavor of each course, food is served on a hot or cold plate. Because porcelain is naturally cold to the touch, the plates are not cooled before cold courses, such as appetizers or salad, are served. Plates are served and cleared from the left side. At a formal dinner, plates are served and cleared from one side only, the left side, a method that makes the guests feel less enclosed by someone constantly hovering about them with arms suddenly appearing left and right. The server's right hand clears a used plate, and the left hand slides a fresh plate into place. Beverages are served and cleared from the right side. Ladies served first. At a large formal dinner, or one where strict protocol is followed, service may com- mence with the women, starting with the lady of honor. Although this is a courteous method of service, it is slow, as each butler must circle the table numerous times and crisscross around the room.

28 Shri TechnologiesShri Technologies time lapses between service of courses A multi-course meal takes time to prepare, serve, and clear, an interval that prompts leisurely dining and promotes good conversation. Depending on the number of courses served, and whether they require sauce or extra attention, a formal dinner may last 4 or 5 hours, or more. service of watery vegetables To absorb liquids that flow from food, vegetables that leave fluids on the bottom of a dish, such as aspara- gus, are served on a folded napkin. when to clear each course Now the time to clear the course depends on the number of guests seated at the table. At a small dinner par- ty, plates are cleared after the last guest is finished. At a large dinner party, to expedite service, plates are cleared as soon as the majority of guests are finished. When dinner guests are seated at several tables, plates are cleared first from the tables at which the host and hostess are seated (as these tables are where the honored guests are seated). To speed service at a banquet, plates are cleared as soon as two or three diners at a table are finished. clearing the table To keep the noise level low in the dining room, rather than stack several plates to¬gether or clear them on a tray, servers carry plates to the kitchen or pantry one at a time. However, at a large affair, to speed clearance one butler may carry a soiled plate to a sideboard, for another to take to the kitchen. Before dessert is served the table is cleared of everything unrelated to the dessert course, starting with the largest items and working to the smallest, namely plates, stemware, flatware, and small sets of salt and pep- per. crumbing the table The multiple courses served at a formal dinner create crumbs. To freshen the table before dessert, the butler stands to the left of each guest and with a small thin brush or a folded napkin, brushes the crumbs onto a small plate, a tray, or a silent butler held just below the edge of the table. cigarettes and ashtrays Cigarettes and ashtrays do not appear on a table except at the hostess's request. However, when cigarettes are offered, out of courtesy to those who are allergic to smoke or find the habit offensive, guests wait to light the cigarette until after dessert is finished. Years ago, it was customary to lay at each place setting an ashtray, a book of matches, and a small silver urn with several cigarettes. Today people are more health-conscious, but when cigarettes are offered at formal affairs, it is from an open box presented on a silver tray that con- tains a stack of small ashtrays and a cigarette lighter or a lighted taper. a tray of water Approximately a half hour after the guests are finished with after-dinner drinks, a tray of water and tumblers

29 is set out on a side table in the drawing room, and the guests help themselves. late-night snack A formal dinner begins late in the evening, generally at 8:30 or 9:00 P.M., and lasts until well past midnight. The meal is followed by entertainment, dancing, and possibly cards. To revive the guests, at the host's op- tion, a late-night snack is served, such as a tray of finger sandwiches and a dish of chocolates, from a nearby table. bidding guests good night At a large affair, the host and hostess say good night to their guests in the drawing room. In the foyer the butler helps the guests into their wraps, escorts them to the door, and bids them good night. A valet brings their car and helps the guests into it. service of a formal six-course dinner Although a four-course menu is the minimum number served at a formal dinner, for illustration a six- course menu is presented step-by-step. Each course follows the same sequence of service: presentation of the course, sauce, wine, and water (replenished as needed). First Course, Hot or Cold Hot soup. To eliminate the awkwardness of ladling soup from a tureen held by a butler, the soup plate is filled in the kitchen and laid on the service plate. Soup may also be served from a cart that is rolled around the room. Cold appetizer. A cold course, such as fish, is presented to the guest on a plat¬ter. The butler places a plate before the guest who serves himself or herself from the platter. Wine. In formal dining, wine bottles are opened in the kitchen. The host's glass is filled first and the host tastes the wine for palatability. To avoid spills, the wine bottle is brought to the glass. Water. Traditionally, water is poured after the first course is served. However, at a multi-course meal that involves extensive service, water goblets are often filled before the guests come to the table. This expedites service, decreases the noise level in the room, reduces the amount of hovering about theShri Technologies Hospitality Assistant

30 Shri TechnologiesShri Technologies Table Appointments: Meal time and all other times that food is served, have a social function. This is a time when people come together to eat, talk and share experiences. People join with others at mealtime because it is enjoyable to share a meal. The table setting, the way the meal is served and the behaviour of those at the table add to the enjoyment people get when they eat together. Meals are enjoyed when a table is set with the comfort and convenience of the people in mind. The table need no be elaborate to make it attractive. However a table should be well laid so as to stimu- late people appetite. The equipment and other things used to set a table are called table appointments. They include the table linen, dinnerware, flatware and centre pieces. Table linen: Table linen includes table cloths, place mat, table runner and table napkins. They are called table lin- en because in old times they were mostly made from linen fabrics which are durable. Nowadays table linen can be made from both natural and synthetic fabrics. Table cloths These are made with different fabrics and in different fabrics and in different colours. Usually, pat- terned or coloured table cloths are used for casual dining whilst white and pastel plain clothes are used for more formal occasions. The size of a table cloth is determined by the size of the table on which it would be put. Table cloths should hang down the side of the table up to at least 30cm. For very formal and buffet tables, the cloth should hang almost to the ground. Table cloths should be well ironed and used without creases. Placemats They usually measure about 28 – 43cm. They came in various shapes e.g. rectangular, oval, round etc. The material used includes linen, lace, plastic, jute, cork etc. Can you think about others? Placemats are easier to maintain but they can not be used for very formal occasions. They are used on tables that are beautiful. Sometimes they are placed on table cloths to protect them. Tablemats are used to cover the place occupied by one person whiles table cloths cover the whole table. Table runners Table runners are usually 30 – 33cm wide and a little longer than the table on which they are used. They are often used alongside placemats. They are placed across the middle fo the dinning table

31 lengthwise. Uses of table clothe, table runners and placemats They are mostly used to make the table attractive. Also they can be a silencer to prevent dinnerware from making noise on the dinning table They can also serve as a heat pad. Table napkins: Table napkins are made with fabric or paper. The fabric must be absorbent. They can be made to match other table appointments or to contract them. There are different napkins siz- es. The standard sizes are cocktail 13cm square luncheon 38cm square dinner 56-66 square Table napkins can be made of paper. They are cheaper and save washing. They can however be used only for informal dinning. Functions of Table napkins for wiping hands wiping the mouth protecting clothing when eating Choice of table linen To choose table linen you must always consider its durability, colour, fastness and ease of care. Centre pieces Centre pieces are often used to decorate the table they are made with fresh fruits and vegetables, rocks, dry plants and seashells candles, fresh flowers. Use seashells to make a decorative piece that can be put at the centre of a dinning table. Centre pieces should be proportional to the size of the dinning table. They should not be so big as to cover the view of guests. Do not use potted plants on dinning tables because the soil may get into food. Dinnerware Dinnerware is a collective name given to dinner plates, breakfast plates, side plates, soup bowls, ce- real bowls and dessert bowls. The materials used for dinnerware are ceramics, china, pyrex and plastic, which of these types of Hospitality Assistant dinnerware do you use in your home?Shri Technologies When selecting dinnerware, consider the following:- How the colour and design will look when you serve your food in it The durability of the material The ease of care Proper handling and storage can extend the life of your dinnerware. The following

32 Shri TechnologiesShri Technologies are some diagrams of some dinnerware. Flatware This is sometimes called Silverware and it refers to the equipment used for eating and serving food at table. Table knives, forks and spoons, serving spoons and forks, dessert spoons teaspoons and coffee spoons are all called flatware. They are made of silver, stainless steel, wood or plastic. Silver and stainless steel are affected by eggs, vinegar, salt, tea and coffee. You should avoid their prolonged contact with these foods. Discoloured stainless steel can be cleaned with non abrasive materials like sifted wood ash. Glassware Glasses come in various shapes and sizes, collecting they are called Glassware. They add beauty and height to table setting. Glasswares are made with glass, plastic, stainless steel and wood. Plastic cups are a good choice for children. There are two types of glasses. Doe you know them. How would you call the glasses you use for drinking water? They are called Tumblers. Tumblers do not have a stem or post, they are short and chunky or tall and thin. Tumblers Tumblers are tall and they are usually used for drinking water and fruit juice. Short tumblers are used for drinking alcoholic beverages. Now, stop reading and reflect on all the different glasses you have used for drinking. Did you use any glass that is different from what has just been described? How did it look like? Some glasses are made to have three distinct portions. They have a bowl, a stem or post and a foot or base. These types of glasses are called Stemware. They are graceful in appearance but very fragile. They come in different shapes and sixes. Observed the following diagrams, do they remind you of the time you used one of them? Bowl Stem Foot Stem Ware Tumblers and stem ware can be used for at different occasions and to drink different types of liquids observe the examples given below and the types of drink they are used for. Choosing glassware When choosing glassware;-

Shri Technologies 33 Hospitality Assistant Consider the other tableware See that they are well balanced on the table The joints of stemware must not be visible It must have a comfortable hold Choose the ones that can be used for all purpos- es For example champagne glasses can be used for shrimp cocktails, fruits cups and ice cream cups. Care Glasses should not be stacked. If they get stacked, place the outer one in warm water. It will expand and the inner one can be removed. Alternately place ice blocks in the inner one to make it contract. Handle glasses carefully. Hold stemware by the base of the bowl. Do not put cold glass into hot water. Sudden temperature change can cause cracking. Types of glasses and their uses Table setting: Setting a table is the same for casual and formal dinning. It is the arrangement of the table appointments used by one person. A cover is the amount of space allowed for one person and it covers a space of 50-60cm. Tables are set for convenience and comfort of dinners. How to set a table: You can use a table cloth or place mat to cover the table when you sue a table cloth, it should cover the table with about 30cm overhanging on all sides of the table. The table cloth should be well ironed with no creases and it must hang evenly on all side. Place the dinner plate in the centre of the cover (see diagram) about one inch from the edge of the table. Put soup plates on an Underlines. An underline is the plate used under a soup dish or a cock- tail glass. Place the fork to the left of the dinner plate and the napkin to the left of the fork. Place the dinner knife to the right of the plate with the blade facing the dinner plate and the dinner spoon to the right of the knife with the bowl of the spoon facing up. Place forks and spoons in the order in which they are starting from the extreme end. Water glass is placed at the tip of the table knife. When a knife is not used a fork is placed at the right of the plate. Hemmed edges of napkins are to- wards the plate and the edge of the table. Any other glass used apart from the water glass should be placed to the right of the water glass and slightly below it and should be placed on a coaster. Juice glass for breakfast is placed to the right of the water glass and a little below it. When juice is served as an appetizer it is placed on a small plate in the centre of the cover. During breakfast the cup and saucer are placed at the right of the teaspoon and the bread and butter plate at the tip of the table fork. Meal service: Meal service is the way in which food is served at table. How do you eat your food at home? Do you eat anywhere you find comfortable or you sit at table to eat. Meal time should be enjoyed and any method used for serving meals should be as simple as possi-

34 Shri TechnologiesShri Technologies ble, There are two main types of meal service. Can you name them? They are:- formal meal service and informal meal service. Let us look at the informal meal service first because this is the type most people use. This type of meal service is characterized by the casual nature of service. Food is often served by the people who will eat it. Informal meal service can be divided into five categories. They include a. Plate service b. Family service c. Compromise service d. Buffet service e. Modified english service Most of these are not familiar to you but don’t worry because you would learn about them as you read on. Plate service It is an informal type of meal service. Foods is served on individ- ual plate in the kitchen and are place in front of those eating at table by one person who is also eating or each diner goes to col- lect his plate of food from the kitchen and comes to the table to eat. Does this type of meal service seem familiar to you? It should because this method is often used in our homes. It is a quick method of serving food. No serving dishes are needed some sometimes food is wasted especially when people do no dish the food themselves. Some restaurants also use plate ser- vice. Family service This is self – service at table. Serving dishes are placed on the ta- ble with the serving flatware beside them. Individual plates are placed at each of the cover. The serving dishes are passed round at the table so that individuals can serve themselves with the quantity of food they can eat. The serving dishes are passed in the same direction to usually counter clockwise. Food is not wasted but good serving dishes are required.' Buffet service In this type of service, the necessary table appointments are attractively arranged on a long table. The guests help themselves to what ever food they want. Guests either sit at table to eat or on chairs with the plate or tray on their lap.

35 If guests would not sit at table the food should be such that they can easily be eaten with one hand. Plates are usually the first in line and flatware and napkins are the last. It is a convenient meth- od for entertaining a large group. In Ghana the buffet service is slightly altered to suit our environ- ment. People tend to collect more food than they cane at so the dif- ferent foods are served by somebody behind the table so the quest only pick their plates and they are served by servers. Formal and service This type of meal service is very formal. It is sometimes called Russian or continental. It requires the assistance of some waiter or waitress. It is an elaborate type of meal service. Food is not placed on the dining table until people are seated. All courses of the meal are served from the kitchen and carried to the table by waiters or waitresses, who serve the guests. They table is cleared between each course. People may be required to follow a dress code. This type of service is expensive and does not make people relax because you have to adhere to all the rules of behaviour at table. Wouldn’t it be good, if once in a while one can enjoy a formal meal? Choice of style of service List some of the reasons why people would choose one form of meal service over another? Does your list include the following? dining space available table appointment time available for serving and eating number of people to be served occasion convenience Well done. Waiting at table The following are some of the things you would do when waiting at table:- Remove and place dishes except beverages from the left side of the diner with your left hand The water glass and beverage cup are on the right, they should be refilled with your right from the right side of the dinner. Glasses should not be filled to the brim. Use a napkin in your left hand to catch any drops from the pitcher Table manners Hospitality AssistantShri Technologies I am sure you are wondering what table manner’s is doing in a course on food and beverage service. Well to start with table manners has something to doe with eating of food is it not so? If you served food it must be eaten. When people are eating together they must be considerate about the other people eating the food hence a table manners. What would you do it the friend you are eating with makes funny noises when chewing his food? You would probably call him a bushman. You may not want to eat with him again so you see how

36 important it is to learn about table manners. Good behaviour at table adds to the enjoyment of the meal by everyone. Here are some ways in which we can show consideration for others at table. Wait for everybody to be served before you start eating your food Use the correct flatware. Forks are meant to carry food to the mouth, to cut soft foods and to hold foods when cutting them with a knife Use a knife to cut food which you can not cut with a fork Use napkins to protect your clothes, blot your mouth and wipe your hands Break off small pieces of bread as you are ready to eat Remove small pieces of bone from your mouth quietly and inconspicuously with your fingers If you spill or drop something apologize briefly Take part in conversation but do not take over Eat quietly and slowly when eating soup dip the spoon in the soup away from you Don’t put too much food in your mouth and chew food with your mouth closed Do not talk with food in your mouth When you fin- ish eating, place your cutlery across the centre on the left of the plate Shri TechnologiesShri Technologies

Shri Technologies 37 Hospitality Assistant A pantry is a room where beverages, food, and some- times dishes, household cleaning chemicals, linens, or provisions are stored. Food and beverage pantries serve in an ancillary capacity to the kitchen. The word \"pantry\" de- rive from the same source as the Old French term paneterie; that is from pain, the French form of the Latin panis for bread. In a late medieval hall, there were separate rooms for the various ser- vice functions and food storage. A pantry was where bread was kept and food preparation associated with it was done. The head of the office responsible for this room was referred to as a pantler. There were similar rooms for stor- age of bacon and other meats (larder), alcoholic beverages (buttery) known for the \"butts\" of bar- rels stored there), and cooking (kitchen). The pantry is making a comeback in American and English homes, as part of a resurgence of nest- ing and home keeping since the late 1990s. It is one of the most requested features in American homes today, despite modern homes having larger kitchen sizes than ever before. The demand is due both to the charm and nostalgia associated with the pantry, as well as to the pantry's practical, utilitarian purpose. Today, the term may also be used for any small storeroom used for non-perishable foods such as canned goods; it need not be located near the kitchen, and is often found in a basement. Types of pantries Asian pantry: Traditionally, kitchens in Asia have been more open format than those of the West. The function of the pantry was generally served by wooden cabinetry. For example, in Japan, a kitchen cabinet is called a \"Mizuya Tansu\". A substantial tradition around woodworking and cabi- netry in general developed in Japan, especially throughout the Tokugawa era. A huge number of designs for Tansu (chests or cabinets) were made, each tailored towards one specific purpose or another. The idea is very similar to that of the Hoosier cabinet, with a wide variety of functions being

38 Shri TechnologiesShri Technologies served by specific design innovations. Butler's pantry: A butler's pantry or serving pantry is a utility room in a large house, primarily used to store serving items, rather than food. Traditionally, a butler's pantry was used for cleaning, counting, and storage of silver; European butlers often slept in the pantry, as their job was to keep the silver under lock and key. The merchant's account books and wine log may also have been kept in there. The room would be used by the but- ler and other domestic staff; it is often called a butler's pantry even in households where there is no butler In modern homes, butler's pantries are usually located in transitional spaces between kitchens and dining rooms, and used as staging areas for serving meals. They commonly con- tain countertops, and storage for candles, serving pieces, table linens, tableware, wine, and other dining room articles. More elaborate versions may include dishwashers, refrigerators, or sinks. Cold pantry: Some food, such as butter, eggs, milk, and such need to be kept cool. Before modern re- frigeration was available, iceboxes were popular. However, the problem with an icebox was that the cabinet housing it was large, but the actual refriger- ated space was quite small, so a clever and innova- tive solution was invented, the \"cold pantry\", some- times called a \"California cooler\". The cold pantry usually consisted of a cabinet or cupboard with wooden-slat shelves (to allow for air circulation). An opening near the top vented to the outside, ei- ther through the roof or high out the wall. A second opening near the bottom vented also to the outside, but low near the ground and usually on the north side of the house where the air was cooler. As the air in the pantry warmed, it rose, escaping through the upper vent. This in turn drew cooler air in from the lower vent, providing constant circulation of cooler air. In the summertime, the temperatures in the cold pantry would usually hover several degrees lower than the ambient tem- perature in the house, while in the wintertime, the temperature in the cold pantry would be con- siderably lower than that in the house. A cold pantry was the perfect place to keep food stocks that did not necessarily need to be kept refrigerated. Breads, butter, cheesecakes, eggs, pastries, and pie were common food stocks kept in a cold pantry. Vegetables could be brought up from the root cellar in smaller amounts and stored in the cold pantry until ready to use. With space in the icebox at a premium, the cold pantry was a great place to store fresh berries and fruit.

39 Hoosier cabinet: First developed in the early 1900s by the Hoosier Manufacturing Company in New Castle, Indiana, and popular into the 1930s, the Hoosier cabinet and its many imitators soon became an essential fixture in American kitchens. Often billed as a \"pantry and kitchen in one\", the Hoosier brought the ease and readiness of a pantry, with its many storage spaces and working counter, right into the kitchen. It was sold in catalogues and through a unique sales pro- gram geared towards farm wives. Today, the Hoosier cabinet is a much sought-after domestic icon and widely reproduced. The Modern Butler's Pantry: The butler's pantry was historically a small room used for storing the family silver and formal china and as a staging area for serving meals. Now that most of us don't have butlers, this space, also known as a serving pantry, has taken a new form as a wet bar and auxiliary storage and prep area. Since this room is typically smaller and serves a singular function, it's a great place to instill some high design in patterns and colors you might not normally use. If you have always wanted a but- ler's pantry, here are some design ideas on where to carve out a space like this, and how to make the most of it. Use a pass-through to connect the serving pantry to the dining room. This space is connected to the dining room with high style through the arched opening. More formal casework and cabinetry ensures this functional room matches the formality of the dining room.Shri Technologies Selecting the Products for the Hotel Pantry Hospitality Assistant The pantry is a welcome amenity that meets the needs of your guests when they are in a pinch for a light snack, quick meal or convenient headache reliever. This popular hotel retail offering has become a brand standard for many hotel brands including Marriott International's highly success- ful \"The Market\" and Hilton's well planned \"Pantry Pavilion\" and \"Suite Shop.\" These pantries, though often very small, bring in a substantial source of revenue when properly supplied and managed. But how does a manager choose what products and categories to offer in the pantry to meet the guests' needs and earn a profit that makes the offering worthwhile? It is not as difficult as one might think so long as you keep a few important points in mind when sitting down to plan your hotel pantry assortment. Whenever possible, start with your brand's recommended planograms to plan your pantry assortment. Both Hilton and Marriott brands have a well defined planogram of recommended categories that include the core pantry necessities: Sweet Snacks, Salty Snacks, Healthy Snacks, Quick Meals, Ice Cream, Frozen Dinners, and Travel Size Amenities. Within each category, they also recommend top selling products like Snickers candy bars for the Sweet Snacks group and Doritos for the Salty Snacks - best sellers in any market regardless of region or demo- graphic. These planograms are rarely based on personal preferences of the F&B or Retail team. They are, in most cases, carefully developed recommendation based on market research and taking several im- portant areas into consideration including:

40 Shri TechnologiesShri Technologies national best sellers from each major manufacturer like Mars, Nestle and Frito Lay the quality level that best supports the brand image (premium, standard or economy) a desire to offer a variety of categories and products that effectively meet the majority of guest needs regardless of region or demographic. However, if you do not have a national pantry program that offers standards and guidelines, then be sure to follow the basic concepts that all major planograms are based upon. 1) Stick With What You Know... There is a reason why major brands are major brands. It is because everyone knows the name and the product, and a brand loyalty has been established making certain products favorites in any region for any demographic. It is important to offer the popular products that your guests seek when entering a pantry. Some hotels want to differentiate themselves by offering only regional items or only natural or organic products. And, while there are specialty products that will sell well in certain markets, national brands typically outsell specialty items 4 to 1. Sales data clearly shows that guests - particularly families and business travelers - prefer comfort foods from well known manufacturers when traveling. They want a product that they are familiar with when making a purchase from a pantry - especially when they anticipate that the markup on the product will be considerably higher than when they purchase the same product in a grocery store. No one wants to shell out dollars on a product they are unfamiliar with only to find it was- n't what they wanted. Offering best sellers that guests are familiar with will increase sales and guest satisfaction meeting both of your retail goals. 2) Use Room Rates as Budget Indicators Typically, the room rate of a guest's chosen hotel is indicative of their travel budget and should be considered a factor when selecting the assortment offered. For example, a guest who is willing to pay $200/night to stay at a Courtyard is most likely also willing to pay $7 for a pint of premium ice cream like Ben & Jerry's or Haagen Dazs. Whereas, a guest who sought out an economy hotel at a $49/night rate is more likely to be looking for an economy level ice cream product in the $3-4 range like Klondike or Good Humor novelties. Studies also show that guests at any price range do NOT prefer ultra low budget or generic prod- ucts as they are typically associated with low quality as well as low price. It is better to offer a standard level offering and be slightly above budget for your brand than to offer all economy products and be too low on quality. These products do not move as quickly even when the price seems right. 3) Bigger IS Better For better or for worse, America answered the fast food question \"would you like that super- sized?\" with a resounding YES! And it has never been more so than on the shelves of the hotel pantry. Guests across the country opt for the 20oz sodas, the King Sized chocolate bar, and the large \"grab bag\" chips. These products not only sell better and faster but also display better and allow for a much larger profit opportunity. Market retail analysis of over 400 Marriott Markets shows that King Size beverages, candy bars, and potato chips outsell their \"Regular\" size counter- part across all categories where a king size alternative is offered. For example, the small, single serve 1oz bag of Lays Regular can be purchased from your food service company for about $.35 each (depending on your negotiated price) and can be reasonably

Shri Technologies 41 Hospitality Assistant sold in the pantry for $1.00. That's about a 200% markup and $.65 profit per bag. However, a king size or grab bag size (2.25oz) Lays Regular sells wholesale for about $.65 and can easily retail in a hotel pantry for $2.00 or more. That's about a 225% markup and $1.35 profit per bag. 4) Variety is King Guests want to feel like they have a choice - not just in the number of products that are offered, but in the categories as well. Barring any blatantly unusual requests, a guest should be able to walk into the pantry and find a satisfying solution to whatever they are craving. That means if a guest comes in looking to satisfy a sweet tooth, they should have several choices to choose from includ- ing chocolate, cookies, and candy. If they come in desperately trying to stick to their diet, they should be able to select from a variety of healthy products like energy bars, beef jerky, Lean Cui- sine meals and trail mixes. Some hotel managers are convinced that the only products that will sell at their hotel are chocolate and chips. And. while these ARE the two best selling categories which lead some to believe they are the only categories worth selling, it is important to remember that many guests are looking for a healthy alternative or a more substantial meal - especially in a down economy! Those guests will often leave the property to find what they are looking for, and will likely end up spending their dollars somewhere else. For this reason, it is always important to keep a variety of categories avail- able including quick meals and healthy snacks. 5) The Forgotten Category Travel size sundries and single serve over-the-counter medicines are incredibly popular sellers. These peggable, blister pack products sold by companies like Convenience Valet (www.cvalet.com) display well and meet the needs of the guest that ran out of their favorite pain reliever or need to replace a forgotten bottle of contact solution. This allows you to satisfy the needs of your guests AND earn a healthy profit as most wholesale for well under a dollar and can sell for $2.00 or more. Unfortunately, many managers overlook this category all together because they lack the display space or they opt for the hard-to-merchandise tear packs provided by a broadliner. When properly supplied and merchandised, amenity assortments rank in the top 5 for all pantry category offer- ings. With an enclosed amenity cabinet or a small, framed slatwall placed on an empty wall, a highly profitable assortment can be added to your pantry offering with little expense. It is well worth the effort and your guests will thank you for it. No matter what region your hotel is in or what core guest profile you are serving, the convenience of a well supplied onsite market or pan- try is a golden opportunity to improve guest loyalty and increase Sales Per Occupied Room at your hotel. Selecting the right products to offer is the first step towards your hotel retail success. What You Should Always Keep In Your Pantry (and Fridge, and Freezer) It’s the age-old, seven-word question that plagues nearly every home cook at some point, no mat- ter how skilled he or she is: “What should I make for dinner tonight?”. Despite the never ending number of recipes in existence (psst!—you can find over 9,000 on this very site), it’s sometimes hard to get out of a cooking rut, or figure out what the heck you’re actually in the mood for. While we can’t actually come over to your house and devise a menu for you, we can help you make sure you have the necessary items on hand for an off-the-cuff dinner creation.

42 Shri TechnologiesShri Technologies Here are the staples you should regularly keep in your fridge, freezer, and pantry to make sure that you can whip up something great on the fly. Fridge Parmesan: A little bit of Parm makes nearly any savory dish sing. Plus, Parm lasts (almost) forev- er. Just make sure to take it out of the fridge for a while before using. Or, if you go through a lot of Parmesan in your life, just leave it out. Rinds add oomph to soups, too. Cheddar: We’re all for putting an egg on it, but we’re big proponents of putting cheddar on al- most anything. Block cheddar lasts a long time and is nice and melty, especially grated. We like extra sharp. Eggs: Our I-don’t-know-what-to-eat-for-dinner crutch? An omelet, or a fried or scrambled egg. Butter: Buy a pound and keep it in the freezer. Pull out a stick at a time (or more, if needed) to keep in the fridge. Dijon Mustard: A lifesaver for salad dressings. Carrots and Broccoli: These trusty, go-to vegetables will last forever. Roast, steam, or simply slice for crudités. Parsley: Fresh herbs are wonderful, but who can use whole bunches in five days? Keep parsley on hand—it stays fresh way longer than its compadres. Freezer Bread: Bread defrosts quickly and typically retains its texture and flavor after freezing (ditto for pita and tortillas). Slice before freezing for nearly instant toast. Chicken Stock: You know that one Sunday you were hanging out at home and decided to make loads and loads of chicken stock? Keep that stuff in your freezer in pint-size containers, and it will be your best friend when you’re cooking lentils, rice, and pretty much any grain, ever. Sausage, Bacon, or Pancetta: Add to pastas, grain bowls, and salads. Or think breakfast for dinner. Shrimp: Real talk: Most shrimp you buy “fresh” has actually already been frozen. So in some ways, you’re just saving a step here. Think soups, stir-fries, noodle-heavy dishes. Spinach and/or Peas: Emergency vegetables, at your service. Pantry/Doesn’t Need Refrigeration Kosher Salt and Pepper: No explanation needed.

Shri Technologies 43 Hospitality Assistant Onions: From soup to stir-fries to pretty much any savory meal, onions are clutch. Garlic: Who cares if your breath smells bad? Garlic makes everything taste better. Potatoes: They may not be quite as healthy as carrots or broccoli, but they also last forever, and they are so good no matter how you cook them. Sriracha/Your Favorite Hot Sauce: An instant pick-me-up for bland leftovers. Quinoa/Rice: Cooks faster than other whole grains and works forbreakfast, lunch, dinner, and dessert. Dried Red or Green Lentils: Red lentils cook faster than most other varieties, and lose their form quickly, which works great as a soup base. But we love (love!) green lentils with red-wine vinai- grette for a simple dinner. Spaghetti and Other Pasta: Sometimes we all just need a spaghetti dinner or a Back Pocket Pas- ta meal. Canned Tomatoes: Because fresh tomatoes aren’t always in season. Buy fire-roasted tomatoes for soups and chili. Olive Oil: Our hero, our savior, our love. Vegetable or Other Neutral Cooking Oil: Helpful for cooking at high heat, or when you don’t want your food to taste like a flavored oil. Vinegar: Use white wine (or Champagne) vinegar to brighten up salads or anything raw. Use red- wine vinegar for heartier dishes that crave a little acid. Rice vinegar is great for anything milder. Peanut Butter or Nut Butters: For sandwiches, for sauces, for marinades, and for eating right out of the jar. Lemons: If salt won’t save a bland dish, fresh lemon juice will. Canned Beans: Douse with olive oil, Parmesan, salt and pepper, and lemon, and dinner is ready. Soy Sauce: Does your curry taste sort of flat? Is that fried rice sort of “meh”? Soy sauce to the res- cue!

44 Shri TechnologiesShri Technologies Chopping Learning to use a knife properly is similar to learning to write your name. In the “Knife Skills” toolkit, we have designed each segment to help you and your staff or students understand the importance of knife skills within the professional kitchen. Holding Knife It is important to be comfortable with your knife as you work. The grip you choose will also be determined according to the task at hand. Delicate cutting or shaping techniques will for greater control, involving fingertips more than the fist. Coarser chopping and cutting tasks re- quire a firmer grip and more leverage. The four basic grips used with a chef’s knife are as follow: Grip the handle with all four fingers and hold the thumb gently but firmly against the blade’s spine Grip the handle with all four fingers and hold the thumb gently but firmly against the side of the blade Grip the handle with three fingers, rest the index finger flat against the blade on one side, and hold the thumb on the oppo- site side to give additional stability and control Grip the handle overhand, with the knife held vertically – this grip is used with a boning knife for meat fabrication tasks

Shri Technologies 45 Hospitality Assistant THE GUIDING HAND Your grip on the knife is determined as much by your personal preference and comfort as it is by the cutting tasks at hand. The same is true for your guiding hand, the hand responsible for controlling the food you are cutting. þ Figure 1. The fingertips are tucked under slightly and hold the object, with the thumb held back from the fingertips. The knife blade then rests against the knuckles, preventing the fingers from being cut. þ Figure 2. The guiding hand holds and turns the food against the blade to make the work more efficient as illustrated in Be sure that the food, your hands, and your knife handle are very dry. þ Figure 3. Certain cutting techniques, such as butterflying meats or slicing a bagel in half, call for the guiding hand to be placed on top of the food to keep it from slipping, while the cut is made into the food parallel or at an angle to the work surface. Holding your hand flat on the upper surface of the food with a little pressure makes these cuts safe to perform. BASIC & ADVANCED KNIFE CUTS It is very important that the chef be completely familiar with these cuts and able to execute them properly. CHOP Coarse chopping is generally used for mirepoix or similar fla- voring ingredients that are to be strained out of the dish and discarded. It is also appropriate when cutting vegetables that will be puréed. MINCING Mincing is a very fine cut that is suitable for many vegetables and herbs. When mincing herbs, rinse and dry well, and strip the leaves from the stems.