F&B Service Steward

96 Shri TechnologiesShri Technologies 4.The oil of fat should be heated to the right temperature before putting food into the pan to be fried. If the food is put in when the oil or fat is not heated to the right temperature, the food will soak up the oil and you will have food that is all oily or greasy. If the oil or fat is over heated, you will end up with food that is burnt. Sometimes the food especially doughnuts will turn brown on the outside but the dough inside is uncooked. To cook food using the frying method, there are two ways of do- ing it. There is the shallow frying and the deep frying methods.  Shallow Frying In shallow frying, food is cooked in a frying pan with a little amount of oil or fat. The oil or fat is heated to the correct amount and the food is put into the heated oil. The food is turned over a few minutes or is stirred around a couple of times before it is cooked and dished out. If patties, potato chips or coated foods are fried, it is best to put a piece of brown paper or paper napkin in- side the tray to soak up any oil from the food before serving it.  Deep Frying This is when a lot of oil or fat is used in cooking the food. The oil or fat is usually put into a deep pan and is heated to boiling point. Food is then put into the hot boiling oil and is cooked in that way. Such food as fish fingers, pota- to chips, meat balls, and dough nuts to name a few, are cooked using the deep frying method.  Barbequing The method of cooking food by barbequing is usually associated with fund raising activities, parties or picnics. It is most suitable to cooking meat cutlets, fish or chicken pieces. The food is usually marinated with spices and tenderizers (for meat cuts) for sometime before it is cooked. With this method of cooking, a sheet of metal with stands is heated up and oil is used to cook the food. A sufficient amount of oil is heated up and food is add- ed. The food is then turned over a couple of times before it is dished out.

97  Basting This method of cooking is usually associated with roasting. The juice or liquid that comes out of the meat being cooked is spooned over the roast frequently while it is being roasted. The outer part of the meat is mois- tened frequently during the cooking process with the juice that is being spooned over. Usually, the extra juice from the cooked meat is added to a mixture to make the meat sauce.Shri Technologies Hospitality Assistant

98 Shri TechnologiesShri Technologies Breakfast is the first meal of a day, most often eaten in the early morning before undertaking the day's work. Some believe it to be the most important meal of the day. Among English speakers, \"breakfast\" can be used to refer to this meal or to refer to a meal composed of traditional breakfast foods (such as eggs, porridge and sausage) served at any time of day. The word literally refers to breaking the fasting period of the prior night. Breakfast foods vary widely from place to place, but often include a carbohydrate such as grains or cereals, fruit, vegetables, a protein food such as eggs, meat or fish, and a beverage such as tea, coffee, milk, or fruit juice. Coffee, milk, tea, juice, breakfast cereals, pancakes, waffles, sausages, French toast, bacon, sweetened breads, fresh fruits, vegetables, eggs, baked beans, muffins, crumpets and toast with butter, margarine, jam or marmalade are common examples of Western breakfast foods, though a large range of preparations and ingredients are associated with breakfast globally Indian Breakfast There is no standard Indian breakfast menu as almost each state in India has different specialties. However, one can broadly classify breakfast varieties in India into 2 types; North Indian and South Indian. The eastern and western parts of India also have individual breakfast items unique to their culture or state. A typical south Indian breakfast consists of idli, vada or dosa coupled with chutney and sambar. Many variations of these dishes exist such as Rava idli, thayir vadai (yogurt vada), sambar vada and masala dosa. Other popular south Indian breakfast items are pongal, bisibelebath (sambar rice), up- ma, and poori. The state of Kerala has some special breakfast items such as appam, parotta, puttu, idiyappam and palappam. A typical north Indian breakfast may either be a type of paratha or roti served with a vegetable cur- ry, curd and pickles. There are several varieties of parathas available depending on the type of stuff- ing such as aloo (potato) paratha, Paneer (cottage cheese) Paratha, Mooli Paratha (Radish Paratha), etc. Other popular breakfast items in the north are poori bhaji, poha and bhindi bhujia. Among Bengals roti and curry are the general variants in breakfast. The menu may also include \"Indian French toast\" which is also known as \"Bombay toast\", chire bhaja (flaked rice fried in oil and salt is added to it according to taste), and boiled eggs. In Western India, a Gujarati household may serve dhoklas, khakhras or theplas for breakfast, the most popular of which is methi thepla

Shri Technologies 99 Hospitality Assistant The menu in a catering establishment is also known as bill of fare. It is a list of dishes and their pric- es offered in a catering establishment. Menus can be presented in different ways but two of these are commonly used especially in restaurants These are a. Table d’ote menu A la carte menu b. Table d’ahote menu This is used in many types of food service outlets. It features are:- It has a fixed selling price for the whole of the meal It has a set number of courses It has a number of choice for each course It is usually ready for service at a set time A la carte menu This is a menu in which dishes are priced separately. Each menu item has its own price customers can choose dishes to make up their own courses. It has the following features. In a restaurant, a menu is a presentation of food and bev- erage offerings. A menu may be à la carte – which guests use to choose from a list of options Menus vary in length and de- tail depending on the type of restaurant. The simplest hand -held menus are printed on a single sheet of paper, though menus with multiple pages or \"views\" are common. In some cafeteria-style restaurants and chain restaurants, a single- page menu may double as a disposable placemat. To pro-

100 Shri Technologies tect a menu from spills and wear, it may be protected by heat-sealed vinyl page protec- tors, laminating or menu covers. Restaurants weigh their positioning in the marketplace (e.g. fine dining, fast food, informal) in deciding which style of menu to use. While some restaurants may use a single menu as the sole way of communicating information about menu items to customers, in other cases, the meal menu is supplemented with ancillary menus, such as:  An appetizer menu (nachos, chips and salsa, vegetables and dip, etc.)  A wine list  A liquor and mixed drinks menu  A beer list  A dessert menu (which may also include a list of tea and coffee options) Menu Presentation The waiter must present the menu opened to the guests and give them time to read and choose their dishes. Taking the order The order is taken while standing on the left of the guest. The waiter can give advice or explanation on the choice of dishes only when asked.Shri Technologies

101 Hospitality Assistant Centrally monitor, manage and control architectural and interior lighting, thermostats, security, digital signage and distributed audio and video throughout the venue. Central monitoring is the first hotels, casinos, restaurants, sports bars and nightclubs all over the world. Control devices and systems in the bar, restaurant, lobby, spa and gift shops from a central office. Offer the ultimate in personalized luxury with automated systems in Skyboxes, VIP Rooms or Penthouse Suites. Control AV, lighting and climate in ball- rooms individually or combine rooms simply. Automation: The Guest Room Automation System enables hotel owners to provide their guests the conven- ience of controlling multiple functions in their room including lighting, temperature, drapes and audio/video systems using automated interfaces. The Guest Room Automation System enables hotel guests to experience enhanced comfort through microprocessor-based smart bed-side consoles, which allow them to operate all the systems in their room such as lights, air-conditioner, TV, music system etc., from the comfort of their bed with a touch. The integration of the guest rooms with the hotel property management system enables hotel staff to monitor and control HVAC based on occupancy to reduce energy costs, attend to guest’s requests instantly for improved services, fast cool room air-conditioning for comfort when the guest checks-in, monitor guest’s departure for cleaning service etc.Shri Technologies

102 Shri TechnologiesShri Technologies Room service or \"in-room dining\" is a hotel service enabling guests to choose menu items for delivery to their hotel room for consumption there, served by staff. Room service is a 24 hours service. Duties in- cludes checking of minibars upon check out, collect- ing breakfast menus every morning. Sending food and beverage & room amenities to guest. Advantages Ø Celebrities want their privacy away from public attention and the media. Eating out attracts attention which does not let the celebrities to enjoy a meal. Ø Some wish to eat their meal in casual wear, even in the night clothes. Ø Many cannot start their day unless they have a cup of tea or coffee as soon as they wake up. The morning tea/coffee service is a peak time room service in many hotels. Ø Some guests prefer to have private meetings in their rooms and prefer to have meals in privacy. Disadvantages Room service food and beverage is more expensive because of convenience of eating in the room. Guests in hurry are intolerant to delays. The challenge for the hotel is to serve hot food .As food is transported from main kitchen, food can get cold. Room service menus are limited so that items can be cooked at all times by cooks on dif- ferent shifts with common skills. Equipments • Trollies • Plate Warmer • Ice Machine • Tea and Coffee Trays • Ice Buckets • Champagne or Wine Trays • Hot Boxes

Hospitality Assistant103 Shri Technologies

104 Shri TechnologiesShri Technologies Security System: The hotel should have a proper security system to protect the human beings (guests and staffs), physical resources and assets (buildings, equipment’s, appliances) and also the belongings of the guests i.e. his luggage and property and sometimes even pets. There are two types of security threats hotels should be concerned with: 1. Threats that might affect a guest’s health, comfort or wellbeing. 2. Threats that affect the hotel directly, in particular its fixtures and fittings, its revenue and its rep- utation. Therefore, it is important for the hotel management to select reputable and reliable system and agency or agencies which will provide protection against all such threats which will create problem for the hotel. Safety and Security Measures 1. Resident card (identity card) has to be provided to the employees and insisted to use them regularly at all times during work. 2. Key control system should be employed. Bellboy errand card should be instituted. 3. Maintain record of master key used by staff. 4. Housekeeper’s occupancy report to be made regularly. Proper procedure of check- ing keys in rack should be followed. 5. Double lock system, magic eye and a door chain system to be installed. 6. Proper “left luggage system” to be followed. 7. Safety lockers for guest valuables should be provided. 8. Smoke detectors to be installed. 9. Install modern and efficient firefighting system. 10. Proper regular maintenance of equipment, appliances and building should be carried out. 11. Install close circuit camera at parking and other strategic areas in the hotel. 12. Fire escape route must be designed and highlighted. 13. Frequent patrolling by the security staff must be made. 14. Security frisking (body check) if needed (without offending the guest). 15. Heavy drapes to be drawn during night on windows and exposed glass panels to cut out external light. 16. Computer and data processing security installed (for safeguarding of computer information, so that it does not reach the competitors and protection against virus in the pro- gramme.) A front office manager is duty bound to ensure that he is satisfied with a hotel’s:  fire detection systems  fire containment provisions  escape procedures  fire-fighting equipment 2) Terrorist Threats There is little, if anything, a front office manager and his staff may do if there is some kind of threat from terrorist attack. However, bomb threats are received by someone at the front line – a telepho- nist or a front office clerk - and a procedure must be in place to ensure that all the information that can be gathered about the nature of the threat is recorded thoroughly investigated.

105 3) Threats to Privacy It is the duty of front office to protect the privacy of its guests even and perhaps especially if they are in the public eye. However, it is not only the privacy of VIP guests that must be respected but also every one of our guests is entitled to his or her own privacy. Steps must be taken to ensure that infor- mation about our guests is not divulged to outsiders. Giving room numbers to individuals other than the persons being accommodated in those rooms is unethical and should be avoided at all costs. 4) Threats to Guests’ Property Although the hotelier’s liability is limited, it is in the interests of protecting the reputation of the hotel to ensure the safety of its guests and their property – if anything to protect the reputation of the hotel. If the hotel is in an unsafe area, or in an area frequented by unscrupulous characters, guests should be made aware of this, especially if they intend to venture out of the hotel at night. 5) Confidence Tricksters or Conmen There is very little a hotel can do if a confidence trickster makes his way into a guest’s “life”. These types of people often settle their own room accounts and are simply guests from a hotel point of view. However, when the identity of a conman is known the hotel is ethically bound to blacklist him and re- fuse him accommodation in the hotel, perhaps even inform the police as a community service gesture. 6) Misbehaving Guests Guests themselves may also threaten each other’s enjoyment. If a traveller turns up in a drunken state asking for a room a hotel is entitled to refuse him on the grounds that he is not in a fit state to be received. This is true even if he already has a booking / reservation, as he has broken one of the im- plied conditions of the contract. Similarly if the guest misbehaves throughout his stay the hotel is not obliged to let him stay. When guests complain about being kept awake by a noisy couple or a drunkard next door, it is not good enough to tell a disturbed guest that “nothing can be done about that.” One must employ considerable tact in dealing with such situations and settle problems satisfactorily. 7) Protecting Staff Staff should be able to work in a harmonious and secure environment. In this sense, all measures tak- en to protect guests will provide further security for employees. Some guests are unscrupulous and although it is highly unlikely that guests will rob staff property some guests may make the integrity of the staff questionable. Unfortunately this may happen to female staff who refuse sexual advances from guests. It is in the interest of the hotelto protect its staff by ensuring that the integrity of employ- ees is safeguarded and it would be unwise for a manager to immediately accept the guest’s complaint without hearing the employee’s version of events. 8) Theft from Hotel It is unfortunate that even the wealthiest of guests may have a propensity to pilfer a hotel’s property as a souvenir. This normally happens at check out when a guest leaves the hotel with a variety of items – virtually anything that is not securely fastened down: soap, towels, mats, sheets, blankets, coat hangers, lamps, trouser presses, electric kettles, TV sets and even plumbing fixtures.Shri Technologies Hospitality Assistant

106 Shri TechnologiesShri Technologies First aid The initial assistance or treatment given to a casualty for any injury or sudden illness before arrival of an ambu- lance, doctor, or any qualified person is called as FIRST AID. The casualty is likely to be in the need of secondary aid. Principles of First Aid ☼ Act calmly and logically. ☼ Be in control – both of himself or herself and the problem. ☼ Be gentle but firm, speak to the casualty kindly but purposefully. ☼ Build up trust through talking to the casualty throughout the examination and treatment. ☼ Avoid giving any misleading information. ☼ Never leave the casualty alone and continue to talk to him/her until the ambulance or doctor arrives. ☼ Continuously reassure the casualty. Job of the first aider § Always avoid endangering yourself § Ensure that victim is safe from danger § Check the victim’s condition and asses his or her injuries § Take immediate remedial action if necessary. Don’t’s ü Allow crowd to form around the casualty. ü Do too much, remember that doctor will be coming. ü Put any unclean dressing or cloth over the casualty. ü Touch a wound with your fingers. ü Move a patient unnecessarily. ü Risk burning a patient by using unwrapped hot water or other heated object. ü Remove his clothing unnecessarily. ü Attempt a precise diagnosis. ü Forget to send for a physician. COMMON SITUATIONS S For minor burns: Hold the injury under cold running water for five minutes . It needs no fur- ther treatment. It should simply be left exposed to air. Don't apply any oil or ointment. Don't prick or remove blisters. S For large and deep burns: Needs medical attention. Relieve pain by immersing the ar- ea in cold water or applying cold wet cloths. Wrap or cover injury with clean cloth and light bandage. Treat the victim for shock while waiting for medical help. These may be caused in many ways and if not treated properly may sometimes get infected. v The wound should be cleaned with warm water and antiseptic solution and then covered with a clean dressing. v In case of bleeding pressure should be applied on the wound if it is free of foreign particles. v For deep cuts and excessive bleeding the person should be taken immediately hospital. For Controlling bleeding

Shri Technologies 107 Hospitality Assistant Ø Apply direct pressure to the wound, using fingers or hand. Ø If the wound is large, press the edges together, gently, firmly maintaining pressure. Ø Consider what you can use as a pad to control the bleeding more effectively, a clean folded handkerchief is ideal. Ø If bleeding is from limb, elevate it. Ø If direct pressure seems to control bleeding, put a sterile or clean dressing on the wound. Ø Bandage should be firm enough to prevent bleeding but not so tight to cut off circulation. Muscle Injuries Ø Sit or lay the injured person down. Ø Put the injured part in the most comfortable position. Ø Apply a cold ice pack. Ø Bandage it in place and leave for half hour which will limit internal bleeding. Ø Firmly compress the injured part with thick cotton wool bound on with the bandage. First aid box o First aid book o Antiseptic cream o Savlon or Dettol o Antihistamine lotion o Calamine lotion o Antacid Tablets o Anti- diarrhoel Tablets o Paracetamol o Asprin o Kaolin Clay o Chloromycetin eye ointment o Travel sickness tablet o Oil of Cloves o Clinical Thermometer o Sterilized dressing for fingers, hands, feet etc. o Sterilized cottonwool o Absorbent Gauge o Crepe bandage o Eye pad o Band-aids o Roller bandages o Triangular Bandages (unbleached) o Tweezers o Dressing Scissors o Safety pins o Pad & Pencil Fire Safety: Fire is a chemical reaction involving rapid oxidation or burning of a fuel. It needs three ele- ments to occur: OXYGEN - The air we breathe is about 21 percent oxygen. fire only needs an atmosphere with at least 16 percent oxygen. FUEL - Fuel can be any combustible material - solid, liquid

108 Shri Technologies or gas. Most solids and liquids become a vapor or gas before they will burn. HEAT - Heat is the energy necessary to increase the temperature of the fuel to a point where suffi- cient vapors are given off for ignition to occur. CHEMICAL REACTION - A chain reaction can occur when the three elements of fire are present in the proper conditions and proportions. Fire occurs when this rapid oxidation, or burning takes place. Take any one of these factors away, and the fire cannot occur or will be extinguished if it was already burning. Discovering a large fire(Basics) • Sound the alarm • Close the door (Although it should be closed) • Leave immediately • Proceed to assembly point • Ensure Fire services are called • Report to person in charge for roll call  Do not return to building until told Exercise 1. What are the types of threats that a hotel generally face with? 2. How will you classify the security? 3. What are the things that need to be taken care for the protection of a hotel from fire?Shri Technologies

Shri Technologies 109 Hospitality Assistant When cleaning tableware you want cleaning solu- tions that are powerful enough to penetrate, break down and help lift and remove food soils. Cleaning solutions that are as safe to use and non-caustic as they are highly effec- tive. You want nothing but a deep clean right down to the surface. That’s the power of this essential pair of critical Cutlery How to clean cutlery with food residue using Alconox: Alconox makes an outstanding pre-wash solution for soaking cutlery and tableware to loosen dried-on food. 1. Use 2 Tbsp. Alconox per gallon of hot water in a soak tub. 2. Place soiled cutlery in the soak tub. 3. After soaking, wash as usual. How to clean cutlery with food residue in a sink by soaking with Liquinox: 1. Dissolve 2 Tbsp of Liquinox detergent per gallon of warm water. 2. Soak pans and utensils in the sink. Soaking time will vary depending on soil. Heavier soils will need more soaking time. 3. Scrub any tough spots before and after soaking. 4. Rinse thoroughly with tap water. 5. Dry as appropriate. How to clean cutlery with food residue in a sink by scrubbing with Liquinox: 1. Pre-soak items in hot water or by running hot water over them. 2. Soak a cloth or scrubbing pad in hot water and then moisten with a few teaspoons of Liquinox. 3. Scrub items with Liquinox soaked cloth or scrubbing pad.

110 Shri TechnologiesShri Technologies Energy consumption for different purposes of use and annual and hourly energy con- sumption patterns of hotels The following pie chart shows the results from an analysis and estimation on energy consump- tion structure of a hotel with a total floor area of 70,000 m2. The hot water supply has two peaks around 22:00 and in the morning. Energy conservation activities be carried out by employees in various departments other than Type 1 energy manager · Turning off lights and air-conditioning in the rooms not in use The first step of energy conservation activities is elimination of waste. Being aware of importance of making thorough efforts to small matters will result in great energy conservation. · Energy conservation during guest room cleaning In guest rooms, even when indoor air- conditioning units (fan coils and others) are turned off, outdoor air-conditioning units are still working. Try to open curtains whenever possible to let sunlight in the rooms during the clean- ing work, so that a lamp should be lit only in a dark place, such as a bathroom. · Lighting control in banquet halls Lights in banquet halls are categorized into two: those for general lighting to keep enough illuminance in the rooms, and those for directive illumina- tion such as chandeliers. This practice has already been implemented in a large number of ho- tels. · Ventilation fan control in kitchen area Air-intake and exhaust fans in a kitchen area are generally operated by cooking staff.

Shri Technologies 111 Hospitality Assistant Dispose of leftover food The kitchen is responsible for dealing with food that has not been served. All leftover food that is cleared from tables MUST be disposed of (got rid of). It can’t be re- used in any way. The only items that can be re-used are things in containers e.g. salt and pepper in shakers, sauces and jams in bottles or jars, and butter or sugar in packets. Used cooking oil is a hazardous (dangerous) waste. It must be dis- posed of in a way that protects the environment (land, air and water). It must never be poured down a sink or a gully trap, put into storm wa- ter drains or thrown out with normal rubbish. It must be collected in a special kitchen grease trap and taken away by a licensed company. Dispose of other waste Disposable or single-use items MUST be thrown out after use, for example: § Drinking straws § Paper serviettes § Plastic cutlery § Cardboard pizza boxes § Takeaway coffee cups § Plastic or cardboard takeaway containers. Dispose of leftover food The kitchen is responsible for dealing with food that has not been served. All leftover food that is cleared from tables MUST be disposed of (got rid of). It can’t be re- used in any way. The only items that can be re-used are things in containers e.g. salt and pepper in shakers, sauces and jams in bottles or jars, and butter or sugar in packets. Used cooking oil is a hazardous (dangerous) waste. It must be disposed of in a way that protects the environment (land, air and water). It must never be poured down a sink or a gully trap, put in- to storm water drains or thrown out with normal rubbish. It must be collected in a special kitchen grease trap and taken away by a licensed company.

112 Shri Technologies Dispose of other waste Disposable or single-use items MUST be thrown out after use, for example: § drinking straws § paper serviettes § plastic cutlery § cardboard pizza boxes § takeaway coffee cups § plastic or cardboard takeaway containers. Recycle waste A lot of hospitality venues now recycle some of their waste. This means the material may be used again in another way e.g. the paper waste may be broken down and made into cardboard again. The following kitchen and venue waste can be recycled: § paper and cardboard – takeaway containers, packaging and boxes § plastic – soft drink, juice and milk bottles, and packaging § glass – bottles and jars § cans – food and soft drink § food scraps that can be composted (put in a container to rot down into fertiliser) – plant- based food, including bread, pasta and rice. Your workplace probably has recycling rubbish bins, where you put bottles and cans in one bin and food scraps in another. There may also be a separate bin for paper and cardboard.Shri Technologies

113 At the end of service the room must be cleared and cleaned so it is ready to go for the next shift or day. End of service tasks The end of service procedure could include these tasks: § Debrief (talk together about what happened) with staff to discuss what went right and what went wrong, and to allocate closing down tasks § Strip tables and move them back to their standard position § Read the register/POS terminal and reconcile the takings (count the money and check the amount is the same as on the dockets) § Check stock levels and order stock § Restock shelves and fridges § Store furniture e.g. put chairs upside down on tables or move outside tables inside § Wipe menus and wine lists, and check for damage § Clean and restock bar area § Clean and restock waiters’ station § Clean and restock coffee machine § Clean and restock salt and pepper, sugar and other condiments § Polish cutlery, crockery and glassware § Sweep and mop floors § Clean and restock toilets § Turn off electrical items e.g. music, air conditioning and lighting.Shri Technologies Hospitality Assistant

114 DINNER END OF SERVICE CHECKLIST DATE: WED 30 FEB TASK NAME DONE COMMENTS Return tables and chairs to standard floor plan Wipe over table tops and chair seats with vinegar spray Wipe over servery and ledges Top up coffee cups, saucers, teaspoons in bar Shri Technologies Top up plates on servery Collect and check serving trays, serving cloths, food covers Sort cutlery Polish cutlery Polish glasses Take glasses and jugs from dishwasher and put on shelf Check phone is diverted to manager Count till, record in cash book, top up change Turn off:  lights  air conditioning  glass washer  music Flip Closed sign Notes (damage, incidents):Shri Technologies

115 The venue may also require end-of-shift staff to prepare and set up for the next service, or this may be done by the next shift of staff before they open. End-of-shift staff may be required to: § Fully set up e.g. do a full clean and set up after lunch service so the venue is ready to open for dinner § Partially set up e.g. clean and return furniture to standard position, but table set up is done by the next shift according to bookings § Not set up – the entire set up is done by the next shift. This depends on your venue’s procedures, the time of day and the bookings. If there is a large book- ing you may need to rearrange the restaurant and put tables together.Shri Technologies Hospitality Assistant

116 Shri Technologies At the end of service, when all customers have gone, many venues hold a short meeting for about 10 minutes. This is sometimes called a debriefing. Staff talk together about things that happened during the service (review) and look at what went well and what areas need to be improved (evaluate). The handover When staff change between service periods, they do a handover. The finishing staff tell the arriving staff any important information that will help them on their shift, for example: § specials of the day, soup or fish of the day § changes to the menu and wine list § anything the kitchen has run out of or is running low on § any group bookings § any complaints by customers on the previous shift § staff roles for the service period § tasks for the end of service.Shri Technologies