F&B Service Steward

46 Shri Technologies CHIFFONADE The chiffonade cut is done by hand to cut herbs, leafy greens, and other ingredients into very fine shreds. Chiffonade is distinct from shredding, however, in that the cuts are much finer and uni- form. This cut is typically used for delicate leafy vegetables and herbs. SHREDDING OR GRATING Shredded or grated items can be coarse or fine, depending upon the in- tended use. Foods can be shredded with a chef’s knife, a slicer, shredding tools and attachments, a mandoline or box grater. DICE CUTS Dicing is a cutting technique that produces a cube-shaped prod- uct. Different preparations require different sizes of dice - fine (brunoise), small, medium, and large dice. OBLIQUE OR ROLL CUTS Oblique, as it refers to a vegetable cut, reflects the fact that the cut sides are neither parallel nor perpendicular. The effect is achieved by rolling the vegetables after each cut. This cut is used for long, cylindrical vegetables such as parsnips, car- rots, and celery.Shri Technologies

47 MIS EN PLACE Setting up your workplace properly is vital to becoming more efficient and effective in the profes- sional kitchen. þ Set up your work area safely and completely before you start to work Your work surface should be a height that doesn’t force you to either stoop or reach up at an un- comfortable angle, it should be stable and secure. þ Gather items necessary to keep your work area safe and clean Cross-contamination of foods occurs when a contaminated item – for example, a shell egg with salmonella – comes in contact with another surface – another food item, your knife, your cutting board, your towel, your hands, or your gloves. þ Gather the appropriate portioning and storage materials Have on hand enough containers to hold separately each of the following: prepped items ready to use in other preparations or to serve as is; wholesome trim to use in prepara- tions such as stocks or soups, inedible trim and other refuse. þ Use scales properly If part of your prep work includes portioning raw materials, have a scale or other portioning equipment ready, making sure that it is properly cleaned before you begin work. Cover the food contact surface of the scale with plastic wrap, parchment paper, butcher’s paper, or deli paper. þ Keep foods at the best possible temperature for prep work Many foods should be kept well-chilled to avoid foodborne illness. Some foods, however, are rela- tively stable at room temperature. These include most root vegetables; not only are they safe at room temperature, they are easier to cut. þ Stand in a natural position, facing the cutting board squarely You may need to change your stance from time to time, but avoid twisting the trunk of your body in the opposite direction from your legs.Shri Technologies Hospitality Assistant

48 Shri TechnologiesShri Technologies In cooking, a sauce is liquid, cream, or semi-solid food served on or used in preparing other foods. Sauces are not normally consumed by themselves; they add flavor, moisture, and visual appeal to another dish. Sauce is a French word taken from the Latin salsa, meaning salted. Possibly the oldest sauce recorded is garum, the fish sauce used by the Ancient Greeks. Sauces need a liquid component, but some sauces (for example, pico de gallo salsa or chutney) may contain more solid components than liquid. Sauces are an essential element in cuisines all over the world. Sauces may be used for sweet or savory dishes. They may be prepared and served cold, like mayon- naise, prepared cold but served lukewarm like pesto, cooked and served warm like bechamel or cooked and served cold like apple sauce. Sauces may be freshly prepared by the cook, especially in restaurants, but today many sauces are sold premade and packaged like Worcestershire sauce, HP Sauce, soy sauce or ketchup. Sauces for salad are called salad dressing. Sauce made by deglazing a pan are called pan sauces. A cook who specializes in making sauces is called a saucier. Cuisines Asian cuisines  Sauce being brushed on satay in the hawker food court at Tanjung Aru beach, Sabah, Borneo, Malaysia.  Sauce is used in traditional Japanese cuisine are usually based on shōyu (soy sauce), miso or dashi. Ponzu, citrus -flavored soy sauce, and yakitori no tare, sweetened rich soy sauce, are examples of shoyu-based sauces. Miso- based sauces include gomamiso, miso with ground ses- ame, and amamiso, sweetened miso. In modern Japa- nese cuisine, the word \"sauce\" often refers to Worcester- shire sauce, introduced in the 19th century and modified to suit Japanese tastes. Tonkatsu, okonomiyaki, and yakisoba sauces are based on this sauce. Japanese horseradish or wasabi sauce is used on sushi and sashimi or mixed with soy sauce to make wasabi-joyu.  Some sauces in Chinese cuisine are soy sauce, doubanjiang, hoisin sauce, sweet bean sauce, chili sauces, oyster sauce, and sweet and sour sauce.  Korean cuisine uses sauces such as doenjang, gochujang, samjang, aekjeot, and soy sauce.  Southeast Asian cuisines, such as Thai and Vietnamese cuisine, often use fish sauce, made from fermented fish.  Indian cuisines use sauces such as tomato-based curry sauces, tamarind sauce, coconut milk-/ paste-based sauces, and chutneys. There are substantial regional variations in Indian cuisine, but many sauces use a seasoned mix of onion, ginger and garlic paste as the base of various gravies and sauces. Various cooking oils, ghee and/or cream are also regular ingredients in Indian sauc- es.

Shri Technologies 49 Hospitality Assistant  Filipino cuisine typically uses \"toyomansi\" (soy sauce with kalamansi lime) as well as different varieties of suka, patis, bagoong and banana ketchup, among others. Indonesian cuisine uses typical sauces such as kecap manis (sweet soy sauce), bumbu kacang (peanut sauce) and tauco, while popular hot and spicy sauces are sambal, dabu-dabu and rica-rica. British cuisine In traditional British cuisine, gravy is a sauce used on roast dinner. The sole survivor of the medieval bread-thickened sauces, bread sauce is one of the oldest sauces in British cooking. Apple sauce, mint sauce and horseradish sauce are used on meat (usually on pork, lamb and beef respectively). Redcurrant jelly, mint jelly, and white sauce may also be used. Salad cream is sometimes used on sal- ads. Ketchup and brown sauce are used on fast- food type dishes. Strong English mustard is also used on various foods, as is Worcestershire sauce. Custard is a popular dessert sauce. Other popular sauces include mushroom sauce, marie rose sauce (as used in a prawn cocktail), whisky sauce (for serving with Haggis), Albert sauce (horseradish sauce to enhance flavour of braised beef) and cheddar sauce (as used in cauli- flower or macaroni and cheese). In contemporary British cuisine, owing to the wide diversity of Brit- ish society today, there are also many sauces that are of British origin but based upon the cuisine of other countries, particularly former colonies such as India. French cuisine Sauces in French cuisine date back to the Middle Ag- es. There were many hundreds of sauces in the culi- nary repertoire. In cuisine classique (roughly from the end of the 19th century until the advent of nouvelle cuisine in the 1980s), sauces were a major defining characteristic of French cuisine. In the early 19th century, the chef Marie-Antoine Car- ême created an extensive list of sauces, many of which were original recipes. It is unknown how many sauc- es Carême is responsible for, but it is estimated to be in the hundreds. The cream sauce, in its most popular form around the world, was concurrently created by another chef, Dennis Leblanc, working in the same kitchen as Carême. Carême considered the four grandes sauces to be espagnole, velouté, allemande, and béchamel, from which a large variety of petites sauces could be composed.  Sauce Béchamel, milk-based sauce, thickened with a white roux.  Sauce Espagnole, a fortified brown veal stock sauce, thickened with a brown roux.  Sauce Velouté, light stock-based sauce, thickened with a roux or a liaison, a mixture of egg yolks and cream.  Sauce Hollandaise, an emulsion of egg yolk, butter and lemon or vinegar.  Sauce Tomate, tomato-based

50 Shri TechnologiesShri Technologies A salad is a dish consisting of small pieces of food, which may be mixed with a sauce or salad dress- ing. They are typically served cold. Salads can incorporate a variety of foods includ- ing vegetables, fruits, cheese, cooked meat, eggs, grains and nuts. Garden salads use a base of leafy greens like lettuce, arugula, kale or spinach; they are common enough that the word saladalone often refers specifically to garden salads. Other types include bean salad, tuna salad, fattoush, Greek salad, and Japanesesōmen salad (a noodle-based salad). The sauce used to flavor a salad is commonly called a salad dressing; well-known types in- clude ranch, Thousand Island, and vinaigrette. Vinaigrette comes in many varieties; one version is a mixture of olive oil, balsamic vinegar, herbs and seasonings. Most salads are served cold, although some, such as south German potato salad, are served warm. Some consider the warmth of a dish a factor that excludes it from the salad category calling the warm mixture a casserole, a sandwich topping or more specifically, name it for the ingredients which comprise it. Salads may be served at any point during a meal, such as: Appetizer salads, light, smaller portion-salads to stimulate the appetite as the first course of the meal. Side salads, to accompany the main course as a side dish. Main course salads, usually containing a portion of heartier fare, such as chicken breast, salmon or slices of beef. Dessert salads, sweet versions containing fruit, gelatin, sweeteners and/or whipped cream, or just fruit, which is called a fruit salad. Types of Salads Green salad: A green salad or garden salad is most often composed of leafy vegetables such as let- tuce varieties, spinach, or rocket (arugula). The salad leaves may be cut or torn into bite-sized frag- ments and tossed together (called a tossed salad), or may be placed in a predetermined arrangement (a composed salad). They are often adorned with garnishes such as nuts or croutons. A wedge salad is made from a head of lettuce (such as iceberg) halved or quartered, with other in- gredients on top. Vegetable salad: Vegetables other than greens may be used in a salad. Common raw vegetables used in a salad include cucumbers, peppers, tomatoes, onions, spring onions, red onions, carrots, celery, and radishes. Other ingredients, such as mushrooms, avocado, olives, hard boiled egg, artichoke hearts, heart of palm, roasted red bell peppers, green beans, croutons, cheeses, meat (e.g. bacon, chicken), or seafood (e.g. tuna, shrimp), are sometimes added to salads. Bound salad: American-style potato salad with egg and mayonnaise

Shri Technologies 51 Hospitality Assistant A \"bound\" salad can be composed (arranged) or tossed (put in a bowl and mixed with a thick dress- ing). They are assembled with thick sauces such as mayonnaise. One portion of a true bound salad will hold its shape when placed on a plate with an ice-cream scoop. Examples of bound salad in- clude tuna salad, pasta salad, chicken salad, egg salad, and potato salad. Bound salads are often used as sandwich fillings. They are popular at picnics and barbecues, be- cause they can be made ahead of time and refrigerated. Main course salads: A traditional Slovak fish salad of cod in mayonnaise Main course salads (also known as \"dinner salads\" and commonly known as \"entrée salads\" in North America) may contain grilled or fried chicken pieces, seafood such as grilled or fried shrimp or a fish steak such as tuna, mahi-mahi, or salmon or sliced steak, such as sirloin or skirt. Caesar salad, Chef salad, Cobb salad, Chinese chicken salad and Michigan salad are dinner salads. Fruit salads: Fruit salads are made of fruit, and include the fruit cocktail that can be made fresh or from canned fruit. Dessert salads: Dessert salads rarely include leafy greens and are often sweet. Common variants are made with gelatin or whipped cream; e.g. jello salad, pistachio salad, and ambrosia. Other forms of dessert salads include snickers salad, glorified rice, and cookie salad popular in parts of the Mid- western United States. Composed salad: A composed salad is a salad arranged on a plate rather than put into a bowl. It can be used as a meal in itself rather than as a part of a meal. Simple Salads 1. Spicy Carrot Salad: Microwave grated carrots and minced garlic in 1/4 cup water until crisp- tender. Drain; toss with lemon juice, olive oil, salt, red pepper flakes and parsley. 2. Asian Apple Slaw: Mix rice vinegar and lime juice with salt, sugar and fish sauce. Toss with ju- lienned jicama and apple, chopped scallions and mint. 3. Tomato-Peach Salad: Toss tomato and peach wedges with red onion slices. Drizzle with cider vin- egar and olive oil; season with sugar, salt and pep- per. 4. Creole Green Beans: Combine blanched thin green beans and red onion slices. Toss with Creole mus- tard, red wine vinegar, olive oil, salt and pepper. 5. Herb Salad: Whisk 1 part lemon juice with 3 parts olive oil, and salt and pepper. Toss with dill, basil, chives, tarragon and lettuce.

52 Shri Technologies 6. Squash and Orzo Salad: Sauté zucchini, yellow squash and scallions in olive oil until tender. Toss with cooked orzo, parsley, dill, goat cheese, salt and pepper. 7. Champagne Greens: Whisk 1 part champagne vinegar with 3 parts ol- ive oil, and salt and pepper. Toss with Bos- ton lettuce. 8. Watercress-Fruit Salad: Toss peach wedges and watermelon cubes with watercress. Drizzle with olive oil and lemon juice; season with salt and pepper. 9. Caesar Salad: Purée minced garlic and anchovies, lemon juice, Worcestershire sauce, salt, pepper and 1 egg yolk; with machine running, slowly add 1/4 cup olive oil. Toss with ro- maine; top with Parmesan and croutons. 10. Hearty Tuna Salad: Mix cannellini beans, capers, pickled mush- rooms, celery and olives; stir in mustard, lemon juice, salt and pepper. Toss with cherry tomatoes and oil-packed tuna.Shri Technologies

Shri Technologies 53 Hospitality Assistant A customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product, or idea, obtained from a seller, vendor, or supplier for a monetary or other valua- ble consideration. Customers are generally categorized into two types: · An intermediate customer or trade customer (more informally: \"the trade\") who is a deal- er that purchases goods for re-sale. · An ultimate customer who does not in turn re-sell the things bought but either passes them to the consumer or actually is the consumer. A customer may or may not also be a consumer, but the two notions are distinct, even though the terms are commonly confused. Five main types of customer are: · Loyal Customers: They represent no more than 20 percent of our customer base, but make up more than 50 percent of our sales. · Discount Customers: They shop our stores frequently, but make their decisions based on the size of our markdowns. · Impulse Customers: They do not have buying a particular item at the top of their “To Do” list, but come into the store on a whim. They will purchase what seems good at the time. · Need-Based Customers: They have a specific intention to buy a particular type of item.

54 Shri TechnologiesShri Technologies Greeting customers , your crucial first impression Whether you are in a retail store, hotel, receptionist in a company or in any customer facing situa- tion those first few seconds set the tone and create that crucial first impression that your customer will have about you and your company. This may sound simple but it is one of the most important skills you should acquire to be a professional service or customer care agent. and by the way, this applies also if you provide service over the phone you must work on developing a good warm greeting to your customer. Always remember that you only have a few seconds to make a great first impression. Why is greeting so critical? A lot of things happen. They all take place within the first couple of minutes after a customer enters your store/compay/hotel...etc.. They immediately do a visual assessment: How does your place of business look? Is the merchandise appealing? Is the place welcoming? when you first greet the customer you are selling yourself first, your business second, the experi- ence third, and the merchandise/service last. You want to get the customer feeling comfortable as soon as they walk into your place of business. 3 greeting rules : 1. Good Eye Contact 2. Great Smile 3. Great Opener So now lets look closer into how to make a professional greeting and introduction that can increase sales of your business as we said previously if you are in retail or providing any kind of service or in any professional business setting where you are tasked with greeting customers, here is how to do it professionally. We will look into two different scenarios , the first one is when a customer is ap- proaching you at your work station. and the second one where you have to move and approach the customer to greet him/her and offer assistance or help. First Scenario : when a customer is approaching you at your work station/desk : Step1 : Introduction statement Step2 : Gather info. Step3 : Engage them in conversation Step4 : Build bridges to the next step (whether it's making a sale or serving the customer ) Greeting step 1- Your introduction statement : How about opening up with something like “ Thanks for coming in!” Think about it. Your customer has an infinite number of choices and a limited amount of time. They could have done anything and yet they came into your store/company. Greeting step 2 - Gathering Free Information After your warm, inviting and professional greeting, you want to engage the customer in conversa- tion. This is how we recommend you do it. You want to exchange names for the sake of personaliz- ing the interaction. This is an example of how this might sound :

Shri Technologies 55 Hospitality Assistant “Hi! Thanks for coming in! , John at your service sir , Is this your first time in our store/company?” This welcome accomplishes a number of things: It welcomes the customer and puts them at ease. It expresses gratitude for their presence. It is also a form of compliment, because you are complimenting the decision they have made in coming into the store/place of business. It provides the sales associate’s name. It collects the customer’s name, which can be used again throughout the sales process. This strengthens the relationship. There is nothing sweeter to the ears than hearing one’s own name. But, the key aspect of the above exchange is asking the customer if they have been in the store/ business before – that is good information that can be useful to you later on in the conversation. However, during this step of the greeting, your customer is providing all kinds of free information you can use during the upcoming conversation. You can use this free information to help you cus- tomize and personalize the offerings you make during the sales process. Which leads you to step 3 and 4 to engage customers into conversation. Second Scenario : When you approach customers wondering around in your work location/store/ company...etc. Imagine this scenario The customer enters your store/place of business and a sales person approaches them and asks a question such as: Can I help you? Do you want any assistance? Are you okay there? come on honestly what do you think the customer's answers will be ? No, thank you I’m just browsing I’m okay Approaching Potential Customers The point here is that you will get a greater response to sales questions if you first give the prospect a reason why they should answer. You will close more deals and increase sales. Before asking a question you should state your credentials and give the buyer a potential benefit that they can gain from talking to you. This can take just a few seconds, but it sets the scene and gets the customers talking. When you first approach a retail customer tell them what you can do for them. Tell them something, briefly about your experience, position in the business, qualifications, and how you can help them. Introduce yourself as an expert, an advisor, and someone that can help them to make informed choices. So let’s see how we can change that Here’s how to increase sales by doubling the number of customers that talk to you. Write a new, brief, introduction that you will now use when approaching customers.

56 The key elements of your new introduction are: 1. Your name 2. How you can help them ( Experience, qualifications ,..etc.) 3. An open question to start the conversation 6 Important things to remember about greeting : 1- Make the customer feel welcome and appreciated. 2- Make eye contact when greeting the customer. 3- Never address a customer from behind – that’s scary and creates unwanted pressure. 4- Address customers from a reasonable distance -- no shouting across the store/work sta- tion. 5- Create your unique, memorable greeting 6- Never stop greeting! If you pass customers/colleagues in the store/company, make sure to acknowledge them with a friendly smile! Goodluck with your new customer encounters, remember these first few seconds are crucial so try to make the best of them and create your own unique great warm greeting. Shri TechnologiesShri Technologies

Shri Technologies 57 Hospitality Assistant You should welcome customers at the door with a big smile. This gives the customer a good first impression of your venue. Check if they have a reservation or not. Escort them (walk with them) to their seats. Seat and lap the guests Help the customers get seated and lap them from the right hand side. Lapping means: § unfold the napkin § refold it into a triangle § hold it on one corner and place it across the customer’s lap. Present the menu and drinks list § Always present from the right hand side.  Mention any drinks specials or changes to the drinks list.

58 Shri TechnologiesShri Technologies § Mention any drinks specials or changes to the drinks list. We have a cocktail special tonight – a martini made with fresh raspberries. It’s really refresh- ing. § Offer water – still, tap or mineral. § Leave the wine list on the table so the customer can order wine when they order their food. Provide information to customers As a food and beverage attendant, you have to sell a product. The customer will expect you to be able to answer their questions and tell them things that will help them select food and beverages that they are happy with. They may ask for your recommendations (what you think is good) and suggestions. Be patient (take your time) and polite when answering a customer’s questions. Often the kitchen will offer staff a taste of a new dish so they know what they are talking about

59 and be able to make recommendations to the customer. Make recommendations This can be tricky. Not everyone likes the same kind of food. Start by asking the customer questions. Try to find out some information so your recommenda- tions are based on the customer’s needs: Are you very hungry? § Do you want a large or small meal? § Do you like spicy food? § Do you prefer red or white meat? § Do you want to be adventurous? You could also recommend the most popular dishes that you get good feedback on. Sometimes the kitchen asks staff to recommend a dish, perhaps because: § they have leftover stock that needs to be used § they have bought some produce on special or that is hard to find § they use seasonal produce so the menu changes a lot.Shri Technologies Hospitality Assistant

60 Shri Technologies Some customers have special needs, for example: § people with a disability may need easy access to the doorway or toi- lets, or space for a wheelchair § people with children or babies may need a highchair or some- where to place a pram § people with special dietary needs e.g. gluten intolerance or aller- gies may need advice about menu items. Always look after your customers helpfully and apologize if your venue can’t assist them. Special requests Customers sometimes make special requests, for example: § to have a main size portion (serve) of an entrée dish § to have a long break between courses § to be served quickly as they are in a hurry § to have no sauce or extra sauce on a dish. You must write all these requests accurately and clearly on your order. Sometimes you may have to advise a customer that their request can’t be met. Special dietary or cultural requirements There are also a number of special dietary needs customers may have.Shri Technologies

61 If a customer has a special request or dietary need, you must tell both the kitchen and your supervi- sor about it. There may be health effects for the customer, so you must: § Make sure you actually do what the customer has asked OR § Tell the customer clearly that you can’t meet the request.Shri Technologies Hospitality Assistant

62 Shri TechnologiesShri Technologies Order taking is a skillful art that reflects the efficiency of both the waiter and the establishment. An order taken down clearly and precisely would ensure that each guest guests exactly what he has ordered and in the right sequence. This is also the time when a order-taker can prove his salesman- ship by pushing through suggestions on menu items that yield a high profit margin. After a guest is seated, check with the guest if he or she is comfortable. The first thing to offer him is the beverage menu card, more popularly known as the \"Wine List\". It is quite in order to suggest an appropriate cocktail or plain drink by saying \"May I recommend our barman's special Bloody Mary or Planters Punch?” In this case, the waiter has given a definite choice and has limited it to two items to make it easy for the guest to choose from. While taking down the order the waiter should have already decided on a code to associate the order with a guest. He may number the guest in a clockwise direction starting from the host or he may decide on his own starting point – perhaps the person sitting closest to the service entrance, etc. It is in order to have any other logical identification system as long as the guest is ensured of his exact order. Many restaurants have a pre-set, standard cover number system, to allocate number to guests. In smaller establishments, an order may be taken on an order paid and later transcribed on to a check or bill. In larger restaurants the order is taken on a Kitchen Order Ticket (K.O.T), which has copies, the number depending upon the establishments control system. Usually the original copy of the KOT goes to the kitchen or bar while the second copy goes to the cashier for the preparation of the check or bill, while the third copy is retained by the waiter to aid him to give a proper ser- vice. When taking down the food order it is prudent to allow the guest some time to decide. A guest does not appreciate being bustled into giving his decision. Polite suggestions may be given to help the guest decide but he should not be forced to decide in favour of the waiter's recommendation. The waiter should be at hand to explain dishes, which demand explanations. He is therefore re- quired to be conversant with the preparation and final presentation of dishes listed on the Menu card. In addition, his salesmanship would enable him to explain the dishes in an attractive way. For example, \"A shrimp cocktail comprises of fresh succulent shrimps garnished in tangy cocktail sauce, served on a bed of crisp green lettuce\". A course in the menu must have the logical sequence of a classical menu. Of course, the sequence is according to what range the establishment offers. The normal sequence would be: · Appetizer · Soup · Main Dish · Sweet Dish · Coffee Normally the dessert and coffee order is taken after the main meal is completed. Some establish- ments have separate Dessert Menu Cards, which offer a range of hot and cold desserts, flambé des- serts, ice creams and coffee.

Shri Technologies 63 Hospitality Assistant Rules for Conduct in the Restaurant: Physical 1) Present a well-groomed, neat appearance. 2) Always stand erect in the restaurant. Do not slouch or lean 3) Do not fold your hands in the front. It gives a closed appearance. 4) Do not touch the food with bare hands in front of the guest. 5) Always have your waiters' friends handy. Etiquette 1) Greet all guests with the time of the day and with the name if possible. 2) Help to seat the ladies. 3) Provide extra cushions or special chairs for children. 4) Do no overhear conversations. 5) Be attentive to guest calls and listen to what the guest has to say. 6) Use the magic words – Please, Thank You and Sorry. 7) Avoid gossiping / arguing with colleagues in the restaurant. 8) Talk softly but clearly. 9) Light guests' cigarettes. Clear ashtrays after a maximum of two butts. 10)Know your job well – menu knowledge. 11)Be enthusiastic about your job. 12) Avoid soliciting for tips & remove tips after the guest has left. 13) Empathies with the guest's complaint. Do Not 14) Delay in responding. 15) Give ambiguous responses. 16) Argue with the guest. 17) Ignore the guest. 18) Leave the counter unmanned or the telephone unanswered. 19) Treat the guests' complaints lightly. 20) Overcharge. 21) Send him from person to person. 22) Interrupt a guest without excusing yourself. Order Process When you take a customer’s orders it must be: § accurate (all details are correct)– so the kitchen doesn’t cook the wrong food § legible (easy to read) – so the kitchen can read the order properly. There are different ways to take an order.

64 Shri Technologies Order Method: 1. Remember the order § Positive – impresses the customer § Negative – risky because you might forget something 2. Write the order on an order pad There is usually a carbon copy. The original docket goes to the kitchen and the copy goes to the cashier. § Positive – there is more than one docket in case one goes missing § Negative – can be messy and hard to read 3. Electronic order A hand-held device that sends the order straight through to the kitchen § Positive – docket is instantly at the kitchen § Negative – can feel impersonal when used at the tableShri Technologies

65 A docket generally has all these things on it: Item Why write it down? 1. The time the order is taken We know how long customers have been waiting for food. 2. Who takes the order If the kitchen needs to ask a question about the docket they know who took the order. 3. The table number We know who ordered the food and who to give each item to. 4. The number of customers at the table We can compare this to the number of dishes ordered so we can see if there are more people than dishes. We may have missed something. 5. The docket number This is a control number. Later we can see how 6. The number of each dish ordered many tables we did in a service period or refer to a particular docket. Helps the kitchen organise its preparation and check meals going out. 7. The description of the dish ordered Venues have a short way to write each dish so it is quick to write down and easy to read in the kitchen. 8. Any special requests These must be clearly written so the kitchen knows exactly what the request is. Hospitality AssistantShri Technologies 9. The position number of the custom- On the right hand side of the docket. Used by the er who ordered a dish food and beverage attendant to give each dish to the person who ordered it.

66 Time No. Docket number 7.10 01623 1 Prawns (sauce on the side) 2 1 Soup 3 2 Tart 14 1 Pasta 1 2 Steak R x 1 2 4 Mx1 3 1 Salmon Mark these things: Shri Technologies 1. Time the order was taken 2. Who took the order 3. Table number 4. Number of customers at the table 5. Docket number 6. Number of each dish ordered 7. Description of the dish that has been ordered. 8. Any special requests 9. Position number of the customer who ordered the dish Everything above the line is the entrée and everything below is the main course.Shri Technologies

Shri Technologies 67 Hospitality Assistant Check equipment for service The following equipment needs to be checked before service to make sure it is:  Clean – if not, clean it or replace it before service starts  Working correctly – if not, report to your supervisor, get it fixed or remove it  Safe to use – if not, report to your supervisor, get it fixed or remove it.

68 What to check Equipment  Clean  Polished Glassware  No chips or cracks. Water Wine Beer Highball, rock (spirits) Cocktail Jugs Crockery Plates – side, entrée (small starter dish), main Bowls – cereal, dessert, salad, soup Cups and saucers Shri Technologies Polish glassware Glassware should be polished before going on tables. To polish glassware: 1. Hold each glass over a bucket of hot steaming water. Hold wine glasses by the base. 2. Polish with a clean, lint-free cloth. Use one hand to cradle the bowl of the wine glass and polish with your other hand. Always handle clean glassware by the stem so you don’t put finger marks on the bowl.Shri Technologies

Menus and wine lists 69  Menu boards easy to read and updated  Table menus are clean, current, and there are enough Point of sale (POS) equipment § Working § Updated with any changes to pricing, specials Waiters’ station § Clean Menus and wine lists § Topped up Cutlery, crockery § Restocked Napkins or serviettes Sugar bowls, condiments Service trays ToothpicksShri Technologies Hospitality Assistant

70 Shri Technologies Polish cutlery Some cutlery may need to be polished before going on the tables. To polish cutlery: 1. Separate the cutlery into the different types. 2. Half fill a container with hot water. Add a little bit of lemon juice or vinegar. 3. Take a handful of cutlery. Hold it by the handles, and dip the service ends (the end that goes into the customer’s mouth) into the water. 4. Using a clean, lint-free cloth, polish the cutlery. Don’t let your fingers touch the service ends. 5. Place polished cutlery with handles together. Always place polished cutlery on an under-plate when taking it to the table for set up.Shri Technologies

71 Table cloths, overlays, napkins and service cloths § Clean Overlays sit over the tablecloth to protect it. § Pressed with no creases If dirty, you may only have to replace the overlay and not the tablecloth § No marks or stains. Buffet or self-serve facilities  Machine is turned on, clean and ready to use e.g. tea and coffee making, toaster  There is enough crockery, cutlery, stocks and napkins for the service periodShri Technologies Hospitality Assistant

72 For each service, the restaurant must be set up according to the reservations. If there are no reservations, then the restaurant can be set up in its standard or ‘normal’ way. For example, normally the restaurant may be set up in tables for 4 people. On Saturday night they have a reservation for a birthday party of 12 people. So they put three tables of 4 together to make one table for 12. Standard set up 3 tables x 4 = 12 seats Group reservation for 12 Shri Technologies A floor plan A floor plan is a map that sets out how the restaurant is to be set up. It shows: § Which customers are sitting at which tables § Which tables are put together based on the reservations § Which tables are free to be sold if a customer walks into the restaurant without a reservation.Shri Technologies

73 A floor plan considers: § location of entrances and exits § location of toilets § location of things that can’t be moved e.g. stairs and pillars § space needed for customers and staff to move around comfortably and safely § clear access to emergency exits. In restaurants, a floor plan is created for every service. In a café or bistro, floor plans are not used as customers sit at a free table of their choice. Often only large groups can make a reservation and then a ‘Reserved’ sign is placed on the table.Shri Technologies Hospitality Assistant

74 Shri TechnologiesShri Technologies If food is attractively presented, customers are more likely to be tempted to buy it or buy more of it, and sales will increase. You should check regularly that food displays look inviting at all times or customers may lose interest. Presentation and colour is important. Food displays should also be: § Clean and hygienic (with no germs) § Regularly restocked § Easy for the customer to locate what they want e.g. separated into hot foods, salads and desserts. Legal requirements All venues must follow the laws about preparing, serving and storing food. Also when dis- playing food, you are legally required to: § Use separate utensils (tools for preparing food) and serving cutlery for each item on dis- play § Keep hot food above 60°C § Keep cold food below 5°C § Not top up containers of food but replace them when they run low or run out § Keep display units clean during service and clean them at the end of every service period § Follow personal hygiene practices when handling food e.g. washing hands and wearing gloves. You have learnt about these already.

75 A banquet is a large meal or feast, complete with main courses and desserts. It usually serves a purpose such as a charitable gathering, a cere- mony, or a celebration, and is often preceded or followed by speeches in honor of someone. Setting Up Even before the first guest arrives, a banquet server's knowledge of eti- quette is tested. Forks should be placed to the right; while knives, then spoons, go to the left of the place setting. Knives should be positioned with the hilt or blade facing toward the center or to the left. Basic Table Setting Method a. Assembly Line Technique - One server sets one particular item at a time on all the tables (e.g., all forks, all knives, etc.) b. Station Set - One server (or team) is responsible for setting all the items on his/her(their) particular station. With this method, well organized and combined efforts increase efficiency and decrease setup time. Table/station assignments can be made prior to the premeal brief- ing with any additional questions/details regarding assignments discussed during the briefing.Shri Technologies Hospitality Assistant

76 Shri Technologies STANDARD TABLE SETTING for BREAKFAST STANDARD TABLE SETTING for LUNCH- EON STANDARD TABLE SETTING for FORMAL DINNERShri Technologies

Shri Technologies 77 Hospitality Assistant TABLESIDE SERVICE STANDARDS: 1. Serving a Whole Table a. Ladies before gentlemen b. Old before young c. Food is served to guest’s left side, and beverage is served from the guest’s right side. Clearing dishes is from the guest’s right side. d. Walk Forward: After serving someone, walk forward – in the direction you are facing. GENERAL BANQUET SERVICE GUIDELINES 1. Tray jacks should only be placed around the perimeter of the room 2. Remove all trays from the room before the meal begins; do not return them until clearing is required or meal service has ended. 3. Remain on the floor while guests are eating 4. Only leave the floor to remove dirty items or pick up food & beverage items. 5. When in the room, keep quietly focused on diners – do not huddle or chat with fellow servers. 6. Constantly monitor the carpet for items that need pickup and removal 7. Carry no more than 3 entrees at a time from the service stand to the table 8. Warn guests when serving hot plates, beverages, etc. 9. Handle all items as quietly as possible around guests (and try to keep noise to a minimum in areas adjacent to the dining room. NAPKIN HOLDING A special table says that you really value your guests when you make the extra effort to set the table beautifully. The Pyramid Napkin Fold The Standing Fan Napkin Fold The Bishop's Hat Napkin Fold The Candle Napkin Fold The Rosebud Napkin Fold

78 The Pyramid Napkin Fold This classy napkin folding technique is simple, fast, and can be made easily with most napkins. If the napkin bidithid flilth being used is thin and flops easily then iron it with light starch prior to folding and it will turn out perfectly! Shri TechnologiesShri Technologies

79 The Standing Fan Napkin Fold Elegant and decorative, this is a classic napkin folding technique. As usual, and iron helps but is not necessary. The Bishop's Hat Napkin Fold This is a classic dinner napkin fold, but it can be difficult to line up the corners in the cap. Some starch and an iron make it easier to be precise while folding this one. The Rosebud Napkin Fold This sophisticated cloth napkin design benefits from stiff material or light starch. A hot iron will also make it easier to be exact.Shri Technologies Hospitality Assistant

80 Shri Technologies The Candle Napkin Fold So you want something easy and elegant? Something that looks nice and fancy but doesn't take a boat‐load of time The Crown Napkin Fold Do you want your dinner guests to feel like royalty but have no red carpet? Treat them like kings and give them all crowns! Then you can use this napkin to wipe the cheese out of that introduction.Shri Technologies

Shri Technologies 81 Hospitality Assistant The sequence of service is the order we do things in for the customer. The sequence starts from the moment the customer walks into the restaurant and ends the moment they leave. Following the se- quence of service makes sure that every customer gets the same excellent level of service. Here is a basic sequence of service. Each venue may have its own version. Sequence of service 1. Welcome and seat guests. 2. Lap guests, serve water. 3. Present menus and wine list; explain menu including specials. 4. Take food /drinks order, top up water, remove menus. 5. Serve drinks. 6. Correct the cover if necessary (change the table setting for the food ordered). 7. Run entrées. 3 minute check 1. Clear entrées and any unwanted or unused cutlery and crockery; top up water, ask about more drinks. 2. Run main course. 3 minute check 1. Clear main plates, side plates, salt and pepper shakers. 2. Give dessert menus, top up water. 3. Take dessert, coffee and drink orders. 4. Correct cover for dessert, serve dessert and drinks. 3 minute check 1. Clear table of everything not being used. Ask if guests want anything else.

82 Shri TechnologiesShri Technologies 2. Prepare and present guest with the account. 3. Accept payment. 4. Farewell guests. The 3 minute check About 3 minutes after you serve food, you should return to the table and check that the customer is happy with everything. We call this the 3 minute check. If the customer has not started eating after 3 minutes, wait until they start eating. Check to see if guests: § are happy with their food § require a refill of their drink § need glasses or tableware removed § need your attention for something else. The 3 minute check gives customers an opportunity to tell you if:  there is something wrong e.g. their steak is not cooked as they ordered, or the food or coffee is cold  they would like to order something extra e.g. a salad or another drink. If there is a problem:  apologies to the customer (see the section Dealing with problems later in this workbook for more infor- mation on apologizing)  organize a solution quickly  make sure any replacement item is up to standard  check the customer is happy this time  pass this feedback on to the kitchen and your supervisor straight away.

Shri Technologies 83 Hospitality Assistant The food and beverage attendant who takes the food from the kitchen to the customer is called a food run- ner. The part of the kitchen that you collect food from is called the pass. It is where the kitchen ‘passes’ the food to the floor staff. Drinks are generally collected from the bar. Pick up food and drinks promptly from the pass or the bar. This makes sure that: § hot food stays hot § cold food does not become warm § drinks don’t separate § sauces don’t get a skin on them § the customer does not wait too long. The longer food and drinks wait to get to the customer, the more they lose their quality. You place TWO copies of the docket in the kitchen. The chefs keep one and they put the other one on the pass with the prepared food. You can look at this copy of the docket and see: § what the order is § where it is to go § how long the customer has been waiting § which customer has ordered each dish. Check for accuracy and presentation The food runner checks food on the pass against the docket for these things: § Is everything on the docket on the pass? § Does each dish match the docket e.g. special requests, rare steak? § Is the plate clean? § Do similar dishes look the same? § Is hot food hot and cold food cold? § Does the dish look good? Does it look as it normally does? § Is it garnished (decorated) correctly? If the answer to any of these questions is NO, then don’t take the food out and tell the chef im- mediately.

84 Shri Technologies Safety Sometimes plates can be very hot. The chef puts hot food on a hot plate so it stays hotter for longer. So you will have to carry hot plates to the table. Use a service cloth to carry hot plates so they don’t burn your fingers and wrists. Some venues use a large tray for hot plates. Don’t carry more than you are capable of carry- ing. Don’t overload your drinks tray. Hygiene Hygiene means being clean. Follow workplace hygiene procedures Use hygienic practices for food safety. § Never place your fingers on food or on the main part of the plate. § Never place your fingers on the rim or the top half of a glass. § Keep your hair tied back. § Follow the personal hygiene rules.Shri Technologies

85 Load a drinks tray Never carry trays with two hands or just by the edge or rim. Always sit the drinks tray on your left hand so you can serve the drinks with your right hand. Carry the tray with your left hand spread and flat under the tray. Use your right hand to balance the tray if you feel you are losing control of it. When loading a tray: § place the heaviest glasses in the middle of the tray § place the tallest glasses at the back, nearest your body § place the small or light glasses around the edge of the tray. Sometimes you might load your tray according to the order in which you will unload it at the table. If you do this, then just be careful not to overload your tray. Two plate carrying method As a professional food and beverage attendant, you should use the correct technique (way of doing things) for serving and removing plates. This is the ‘two plate carry’. Steps 1. Hold the first plate between your thumb, index finger and the middle finger of your left hand. 2. Place the second plate above the first plate, supporting it with Hospitality Assistant your fourth finger, your little finger and the base of your thumb and forearmShri Technologies

86 Shri Technologies 3. Carry a third plate in your right hand. § Carry plates away from your body. § Keep your shoulders back, stand up straight and relax your arms. § If plates are hot, use a service cloth Serve food Follow the guidelines below for serving all food - entrees, mains, desserts or side dishes. Guidelines Serve from the customer’s right hand side. Make sure the dish is placed in front of the customer so the main item on the dish is closest to the customer. Always announce the dish so the customer knows they are getting what they ordered. Don’t ‘auction off’ the food (call out the dish to see who asks for it). You will know who is having each meal by the position number on the docket. Step forward and bend your knee when placing items in front of the customer. This will protect your back from strain.Shri Technologies

87 Serve beverages Guidelines § Serve from the right hand side. § When serving from a drinks tray, bend your knees and not your back. This will stop your tray from sloping forward and drinks spilling or falling on to customers. § Stand up straight with your shoulders back. Carry the tray at waist level, not touching your body. § Announce drinks as you place them in front of the customer. § When unloading your tray, hold it slightly away from your side so you don’t knock it as you stretch out. Deal with problems Sometimes there are delays (something is late or slow) or problems with the food or drinks. If this happens: § find out what the problem is – check with the chef, your supervisor or a colleague; find out how long it will take to fix it § let the customer know there is a problem and how long it will take. Apologizing to a customer When apologizing to a customer: § Be genuine Show concern and understanding of their feelings. § Be brief Don’t make excuses. The customer does not want to know whose fault it is, they just want it fixed. § Give a time for correcting the situation Now… shortly… as soon as possible… When another bottle is brought up from the cellar.Shri Technologies Hospitality Assistant

88 Shri TechnologiesShri Technologies How do you know when a customer has finished eating? The common sign is when they put the knife and fork parallel (side by side) in the centre of the plate. This generally means the plate can be cleared. Other signs are the customer’s body language (sitting back, hands folded on lap) and how much food is left on the plate. Normally you wait for everyone at the table to finish eating before you clear the table. However, in a café you can clear plates as each customer finishes. Always check before you start clearing. If a group orders some food to share, the plate goes in the middle of the table. When this is finished, clear that plate immediately to give the customers more space. There are different methods for clearing tables, so follow your venue’s rules. Guidelines § Clear all plates, bowls and cutlery. Leave unusually shaped or heavy plates until last. § Clear any unwanted items e.g. salt and pepper shakers, butter and sauces. § Remove any unused glassware using a tray. § Dust away any crumbs on the table with a cloth or a small brush. Methods of Clearing Clear from the right hand side, unless you can’t reach. Start with the guest who has the most food or scraps left on their plate. First plate 1. Pick up the first plate and cutlery with your right hand. Then put it in your left hand.

89 2. Put the end of the fork handle under your thumb so it can’t fall. 3. Slide the knife, cutting end first, under the fork so it can’t fall. Second plate 4. Clear the next guest’s plate. Put the second plate over your left arm balancing it on your thumb, fourth and little fingers. Scrape any food scraps onto the first plate. Scrape away from the customer.Shri Technologies 5. Place the next fork and knife on the first plate. Secure the knife Hospitality Assistant by sliding it under the forks. Place the second fork parallel to the first fork (beside it). Continue this process until the table is cleared. Cleaning As you clear a table, you need to take the dirty items to the kitchen or bar. Your venue will have a place for dirty items. Sometimes there is another staff member to clean them. At other times, you will need to place items in the dish- washer or glass washer, polish them and put the items away in their correct place. Even if something looks like it has not been used, it must still be cleaned. You can’t take a chance that it has not been touched.

90 After you take an order, you give the hard copy to the cashier or it is automatically entered into an electronic system. This creates the account (the list of items bought and their cost). If the customer orders more food and beverages, these are added to the account until the customer is ready for their bill. ALWAYS CHECK AN ACCOUNT to make sure it is accurate: § the customer will be unhappy if they are overcharged for anything § the restaurant will be unhappy if they miss any items and undercharge. Guidelines When presenting the account to customers: Shri Technologies account, then leave. § Check the account is accurate first § Don’t give the account to the customer until they ask for it § Give the account to the person who asked for it § Don’t wait at the table for them to pay – deliver the Process the account Customers can pay in different ways. Cash Processed at the register. The customer may have the exact money or you may need to give change. EFTPOS This stands for ‘electronic funds transfer at point of sale’. This is an electronic system for debit cards. Credit card Visa, MasterCard, AMEX (American Express) or Diners Club. There may be a credit card surcharge (extra cost) that the customer pays for using a credit card e.g. 2.5% added to the total amount owing.Shri Technologies Voucher Pre-paid e.g. a gift voucher. Cheque Rarely accepted these days. Charge to a com- A company may have made an agreement with the restaurant to be pany account invoiced later.

91 Always follow your venue’s policy for processing accounts. Tips Always follow your venue’s policy for what to do with tips. Sometimes tips are pooled and then divided up between staff lat- er. Or they may ‘belong’ to the staff member who served that customer.Shri Technologies Hospitality Assistant

92 Shri TechnologiesShri Technologies Q uantity cookery has existed over a thousand of years as long as there have been large people to feed. Modern food service have begun shortly after the middle of the 18th century. Types of Kitchen  Domestic Kitchen: The kitchen at home. This kitchen is for personal use. It contains necessary equipment for cooking small portions.  Commercial Kitchen: Is a large kitchen for preparing a large portion or many portions of food. The com- mercial kitchen can be the kitchen in a restaurant, hotel, school, and hospital. It requires a lot of space and equipment. A good floor plan is very important for a good service flow. - The commercial Kitchen Kinds of Meals  Breakfast  Lunch : Speed, Simplicity, Variety  Dinner : Offer more selections and more courses. Usually in more relax and leisurely manner. Classical Menu 1. Cold hors d’oeuvre small, savory appetizers 2. Soup clear soup, thick soup, or broth 3. Hot hors d’oeuvre small, hot appetizers 4. Fish any seafood item 5. Main course or pièce de resistance a large cut of roasted or braised meat, usually beef, lamb, or venison, with elaborate vegetable garnishes 6. Hot entrée individual portions of meat or poultry, broiled, braised, or panfried, etc. 7. Cold entrée cold meats, poultry, fish, pâté, and so on 8. Sorbet a light ice or sherbet, sometimes made of wine, to refresh the appetite before the next course 9. Roast usually roasted poultry, accompanied by or followed by a salad 10. Vegetable usually a special vegetable preparation, such as artichokes or asparagus, or a more unusual vegetable such as cardoons 11. Sweet what we call dessert—cakes and tarts, pudding, soufflés, etc. 12. Dessert fruit and cheese and, sometimes, small cookies or petits fours

Shri Technologies 93 Hospitality Assistant In cooking, there are some basic methods of cooking that are used. These commonly used basic cooking methods are divided into two general groups. The groups are: Dry heat cookery methods and Moist heat cookery methods. The methods of cooking are divided into these two groups be- cause of the way food is cooked and the type of heat that is used. Let us have a look at the Dry Heat cookery methods.  Dry heat Cookery Methods In dry heat cooking methods, the food being cooked does not use water to cook the food. The food is left dry and heat is applied to cook the food. Such methods of cooking are: baking, steaming, grilling, and roasting. When heat is applied to the food, the food cooks in its own juice or the water added to the food during its preparation evaporates during the heating process and this cooks the food. Heat is applied directly to the food by way of convection thus making the food to get cooked. The action or movement of air around the food, cooks it. Let us now have a look at each of these cook- ing methods  Baking In baking method of cooking, the food is cooked us- ing convection heating. The food is put into an en- closed area where heat is then applied and the movement of heat within the confined space, acts on the food that make it get cooked.  Steaming To steam food, water is added to a pot and then a stand is placed inside the pot. The water level should be under the stand and not above it. There is no contact between the food and the water that is added to the pot. Food is then placed on the stand and heat is applied. The hot steam rising from the boiling water acts on the food and the food gets cooked. It is the hot steam that cooks the food, as there is no contact between the food and the water inside the pot. This method of cooking for vegeta- bles is very good as the food does not lose its flavour and much of the

94 Shri TechnologiesShri Technologies nutrients are not lost during the cooking.  Grilling There are two methods of grilling that are used these days. One type of grilling is the one that is commonly used by the people in the village. This is when food is cooked over hot charcoal on an open fire. The food is placed on top of the burning charcoal. Sometimes people improvise by using wire mesh and place it over the open fire to grill fish or vege- tables. The other method is using grills that are inbuilt in stoves. In this method, the griller, which has a tray, is heated up and the food is placed on the grill tray to cook. The heat can be gas-generated or electric-generated depending on the type of stove used. The food is again left to cook on the grill with the doors of the grill open. People who can afford to buy a stove would use the grilling part to grill their food. What happens in this type of cooking is the heat seals the outside part of the food and the juice inside the food cooks it. The flavour of the food is not lost and much of the nutrients are not lost either. Food is frequently turned over to prevent it from burning and to ensure that equal heating and cooking time is applied to both sides of the food. By doing this, the food is cooked evenly and thoroughly.  Roasting With roasting, direct heat is applied to the food. The heat seals the outside part of the food and the juice inside the food cooks the food. Roasting is mainly used when cook- ing fleshy food like fish, meat or chicken. When heat is applied to the outer covering of the food, it seals it up thereby trapping all the juices inside the food. The action of direct heating, heats up the juices inside the food, which then cooks the food. Again there is very little nu- trient lost and the flavour is not spoilt. Food is frequently rotated over the spit so that there is even heating applied to all parts of the food. This is so that heat is applied evenly to the food to make it get cooked properly. Moist Heat Cookery Methods In moist heat cookery meth- ods, liquid is used as a medium to cook the food. Such medi- um could be water, coconut cream or oil. These liquids are added to the food before heat is applied to it or sometimes heat is applied to the liquid before the food is added into the cooking utensils to be cooked. The moist heat cookery meth- ods include: boiling, stewing, shallow frying, deep frying, barbequing and basting. All these moist heat cooking meth- ods use liquid to cook the food in.

95  Boiling This is the most common method of cooking and is also the simplest. With this method of cooking, enough water is added to food and it is then cooked over the fire. The action of the heated water makes the food to get cooked. The liquid is usually thrown away after the food is cooked. In the case of cooking rice, all the water is absorbed by the rice grains to make it get cooked. During the heating process, the nutrients can get lost or destroyed and the flavour can be reduced with this method of cooking. If you over cooked cabbage, all the nutrients can get lost.  Stewing In the process of cooking using the stewing method, food is cooked using a lot of liquid. Different kinds of vegeta- bles are chopped, diced or cubed and added to the pot. Sometimes pieces of selected meat, fish or chicken is also chopped and added to the stew. The liquid is slightly thickened and stewed food is served in that manner. This method is also used when preparing fruits that are going to be served as desserts. With this cooking method, every food is cooked together at the same time in one pot. The flavour, colours, shapes and textures of the different veg- etables that are used, makes stewing a handy method of cooking. The only disadvantage is that some of the vegetables might be overcooked and thus the nu- trient content becomes much less. It is therefore important that the vegetables that take the longest to cook to be put into the pot first and the ones that need least cooking to be put in last. In this way much of the nutrient contents of the food does not get lost.Shri Technologies  Frying Hospitality Assistant When food is fried using oil or solid fat it is im- portant that you observe some rules in handling oil or fat. Simple rules to follow when frying: 1.Make sure there is enough oil or fat put in the frying pan or a deep frying pan. 2.The food to be cooked must not have water dripping from it. This is because when water comes into contact with hot oil or fat, you will have the oil sizzling and spitting out of the pan, which could burn your skin if you are not careful. 3.Put the food into the hot oil carefully. Try not to make a big splash as the oil could burn your skin.