Food and Beverage Service-II for DHM 4th Semester

Council for Technical Education and Vocational Training Pokhara School of Tourism and Hospitality Management (To Be a Professional Learn Technical and Vocational) Diploma in Hotel Management-4th SemesterFood and Beverage Service-II (Theory) www.psthm.edu.np

Prepared By:Rajiv Kumar Thakur Head of the Department (HOD) CTEVT/PSTHM [email protected] i

Table of ContentsTable of Contents............................................................................................................................ iiSyllabus........................................................................................................................................... vUnit 1: Introduction of Food and Beverage Service ....................................................................... 1 1.1 Different types of service...................................................................................................... 1 1.2 Basic Service rules................................................................................................................ 6 1.3 Pre plated service .................................................................................................................. 7 1.4 Silver service......................................................................................................................... 7 1.5 Gueridon service ................................................................................................................... 8 1.6 Russian service...................................................................................................................... 9 1.7 English service ...................................................................................................................... 9 1.8 Cafeteria service.................................................................................................................. 10 1.9 Tray service......................................................................................................................... 10Unit 2: Room Service.................................................................................................................... 11 2.1 Introduction......................................................................................................................... 11 2.2 Room service equipment..................................................................................................... 11 2.3 Room service trays and trolley ........................................................................................... 12 2.4 Room service procedure ..................................................................................................... 13 2.5 Mise en place for room service........................................................................................... 15 2.6 Room service order taking .................................................................................................. 15 2.7 Execution of room service order......................................................................................... 16 2.8 Rules in guest room ............................................................................................................ 16 2.9 Clearance of room service order ......................................................................................... 18Unit 3: Banquet Service ................................................................................................................ 21 3.1 Introduction of banquet and conference ............................................................................. 21 3.2 Types of banquet function (formal, informal, social, public and conference).................... 22 3.3 Function Menu .................................................................................................................... 23 3.4 Type of Buffets ................................................................................................................... 23 3.5 Seating arrangement............................................................................................................ 25 3.6 Banquet order taking........................................................................................................... 26 For dinner, the following guidelines must be followed: ........................................................... 27Unit 4: Menu Presentation and Order Taking............................................................................... 28 ii

4.1 Presenting the menu............................................................................................................ 28 4.2 Suggestive selling and up selling skill ................................................................................ 28 4.3 Things to be remember while presenting menu .................................................................. 32 4.4 Electronic order taking........................................................................................................ 33 4.5 Manual order taking process ............................................................................................... 34 4.6 Function of KOT/ BOT....................................................................................................... 36 4.7 Placing food orders in the kitchen ...................................................................................... 36 4.8 Carrying food orders from kitchen ..................................................................................... 36 4.9 Cutlery adjustment after guest order................................................................................... 36Unit 5: Food and Beverage Service Control ................................................................................. 38 5.1 Introduction of F&B control system ................................................................................... 38 5.2 Food and beverage control process..................................................................................... 38 5.3 Food and beverage control formats/forms .......................................................................... 40 5.3.1 KOT and BOT.............................................................................................................. 40 5.3.2 Restaurant Bill/Check .................................................................................................. 42 5.3.3 Store Room requisition form ....................................................................................... 44 5.3.4 Standard recipe............................................................................................................. 46 5.3.5 Portion control ............................................................................................................. 47 5.3.6 Receiving and issuing goods........................................................................................ 48 5.3.7 Storage of food............................................................................................................. 49 5.3.8 Stock cards/Stock Taking ............................................................................................ 52 5.3.9 Bin Card ....................................................................................................................... 53 5.3.10 Record and Inventory................................................................................................. 54 5.3.11 Daily sales statement.................................................................................................. 55 5.3.12 Daily Bar inventory and consumption sheet.............................................................. 56 5.4 Intra and Inter department relationship............................................................................... 57Unit 6: Handling Situation ............................................................................................................ 60 6. Introduction........................................................................................................................... 60 6.1. Dealing with different situation and guest in dining area .................................................. 60 6.1.1 Dish serve is spoiled .................................................................................................... 60 6.1.2 Dish drop accidently .................................................................................................... 60 6.1.3 Pieces of cutlery drop by the guest .............................................................................. 61 iii

6.1.4 Spillage ........................................................................................................................ 61 6.1.5 Lost property................................................................................................................ 62 6.1.6 Illness ........................................................................................................................... 63 6.1.7 Alcohol over Consumption .......................................................................................... 63 6.1.8 Loss of Children........................................................................................................... 64 6.1.9 Unsatisfactory appearance ........................................................................................... 64 6.1.10 Accident ..................................................................................................................... 65 6.1.11 Fire Accident.............................................................................................................. 65 6.1.12 Dealing with a Suspicious Item or Package............................................................... 66 6.1.13 Dealing with a Bomb Threat...................................................................................... 66 6.1.14 Guests with Special Needs......................................................................................... 66 6.1.15 Aged guests................................................................................................................ 66 6.1.16 Blind guests................................................................................................................ 67 6.1.17 Deaf guests................................................................................................................. 67 6.1.18 Guests with mobility problems .................................................................................. 676.2 Guest complains.................................................................................................................. 676.3 Types of complains ............................................................................................................. 686.4 Process of handling guest complains .................................................................................. 686.5 Conclusion .......................................................................................................................... 69 iv

Syllabus Food and Beverage Service IIYear: 2 Part: IISemester: IV Total: 12 hrs/wTheory: 4 hrs/w Practical: 8 hrs/wCourse descriptionThis course is designed for the students of diploma in hotel management under CTEVT, to develop thebasic comprehensive knowledge and skills on the operation of food and beverage service department.Course objectivesAfter the completion of this course the student will be able to:1. Serve Food and Beverage service in various Food and beverage outlet.2. Present menu and order taking.3. Prepare and settle guest check.4. Handel guest complains.5. Describe food and beverage service controlling system.Course contents 12 HrsUnit 1: Introduction of food and beverage service1.1 Different types of service1.2 Basic Service rules1.3 Pre plated service1.4 Silver service1.5 Gueridon service1.6 Russian service1.7 English service1.8 Cafeteria service1.9 Tray serviceUnit 2: Room service 10 Hrs2.1 Introduction2.2 Room service equipment2.3 Room service trays and trolley2.4 Room service procedure2.5 Mise en place for room service2.6 Room service order taking2.7 Execution of room service order2.8 Rules in guest room2.9 Clearance of room service orderUnit 3: Banquet service 5 Hrs3.1 Introduction of banquet and conference3.2 Types of banquet function (formal, informal, social, public and conference)3.3 Function Menu3.4 Type of Buffets3.5 Seating arrangement3.6 Banquet order taking v

Unit 4: Menu presentation and order taking 10 Hrs4.1 Presenting the menu 14 Hrs4.2 Suggestive selling and up selling skill4.3 Things to be remember while presenting menu 9 Hrs.4.4 Electronic order taking 120 hrs4.5 Manual order taking process4.6 Function of KOT/ BOT4.7 Placing food orders in the kitchen4.8 Carrying food orders from kitchen4.9 Cutlery adjustment after guest orderUnit 5: Food and beverage service control5.1 Introduction of F&B control system5.2 Food and beverage control process5.3 Food and beverage control formats5.4 Restaurant bill/ check5.5 Store room requisition5.6 Standard recipe5.7 Portion control5.8 Receiving and issuing goods5.9 Storage of food and beverage5.10 Stock taking5.11 Bin cards5.12 Records and inventory5.13 Daily sale statement5.14 Intra and Inter department relationshipUnit 6: Handling situation6.1. Dealing with different situation and guest in dining area6.2. Dish serve is spoiled6.3. Dish drop accidently6.4. Pieces of cutlery drop by the guest6.5. Spillage6.6. Lost property6.7. Illness6.8. Unsatisfactory appearance6.9. Guest complains6.10. Types of complains6.11. Process of handling guest complainsPracticalTASK 1: Preparation for service (restaurant)1.1 Organizing mise-en-scene1.2 Organizing mise-en-place1.3 Opening, operating & closing dutiesTASK 2: Procedure for service of meal2.1 Guest reservations vi

2.2 Receiving & seating of guests2.3 Order taking & recording2.4 Order processing (passing orders to the kitchen)Serve and clearance of mealA la carte menu (pre plated, silver) service and clearanceTable de hote menu (pre plated, silver)Break -fast service and clearanceEnglish serviceFrench serviceBuffet serviceGueridon service and clearanceo Presenting and settling the billo Presenting & collecting guest comment cardso Seeing off the guestso Room service order taking and servicingo Crum downo Re-adjust the cover as per the mealTASK 3: Tray/ trolley set- up and service3.1 Room service tray setup3.2 Room service trolley setup3.3 Room service order taking3.4 Rom service and clearing3.5 Fruits basket setup for VIP roomBanquet functionBanquet bookingBanquet seating arrangement and buffet set upMaintain log booksTASK 4: Social skills4.1 Guest communication handling guest complaints4.2 Telephone manners4.3 Dining & service etiquettesReference books1. Food and Beverage Service (R. Singaravelavan Oxford University).2. Food and Beverage Service (Dennis lillicrap book powered copy).3. Food and Beverage Service Training Manual (Sudhir Andrews, Tata McGraw HillEducation Private limited New Delhi).4. Hotel Management Principles and Practices; Gopal Singh Oli and B. B. Chhetri, BuddhaPublication, Kathmandu. vii

Unit 1: Introduction of Food and Beverage Service1.1 Different types of serviceThe service of food and beverages may be carried out in many ways depending on a number offactors: The type of establishment  The type of menu presented The type of customer to be served  The cost of the meal served The time available for the meal  The site of establishment The turnover of custom expectedFood and beverage service can be looked at from the customer's point of view. Essentially thecustomer enters a food service area, orders or selects his/ her choice and then is served (thecustomer may pay either at this point or later). Food and beverages are then consumed, followingwhich the area is cleared.Using this approach, five types of basic methods can be identified. These are:A. Table serviceB. Assisted serviceC. Self- ServiceD. Single point serviceE. Specialized or in situ serviceService Method Food and Ordering Service Dining and Cleaning Beverage and Consumption By staffA) Table Service Area By staff to At laid cover By staff Service Customer Selection Customer enter area and From Usually at laid VariousB) Assisted is seated Menu Combination cover Various Service Customer of both staff By Staff enters From and Dining area or ofC) Self Service menu or customer take away Cleaning Customer buffetD) Single enters passed Customer Dining area or Service trays carries take away Point Customer Customer enters select Customer WhereE) Specialized own tray carries Customer or In Situ In Situ Ordered Service Predetermined at single Brought to point Served From menu or Customer 1

The service methods available to the food and beverage operator are identified in Figure andgrouped based upon the simple categorization of the food and beverage service process.There are a number of service styles to be followed when it comes to how food and beverageshould be served to the customers. The following are the most prominent styles:-A. Table ServiceIn this type of service, the guests enter the dining area and take seats. The waiter offers them waterand menu card. The guests then place their order to the waiter. The table is covered in this service.It is grouped into the following types.English or Family ServiceHere, the host contributes actively in the service. The waiter brings food on platters, shows to thehost for approval, and then places the platters on the tables. The host either makes food portionsand serves the guests or allows the waiter to serve. To replenish the guests’ plates, the waiter takesthe platters around to serve or to let the guests help themselves. This is a common family servicein specialty restaurants where customers spend more time on premise.American or Plate ServiceThe food is served on guest's plate in the kitchen itself in predetermined portion. Theaccompaniments served with the food, the color, and the presentation are determined in thekitchen. The food plates are then brought to the guest. This service is commonly used in a coffeeshop where service is required to be fast.French ServiceIt is very personalized and private service. The food is taken in platters and casseroles and kept onthe table of guests near their plates. The guests then help themselves. It is expensive and elaborateservice commonly used in fine dining restaurants. This service has two variants −  Cart French Service: The food is prepared and assembled at tableside. The guests select food from the cart while sitting at their tables and are later served from the right. It is offered for small groups of VIPs.  Banquet French Service: The food is prepared in the kitchen. The servers serve food on each individual’s plate from guest’s left side. For replenishment, the servers keep the food platters in front of the guests.Gueridon ServiceIn this service, partially cooked food from the kitchen is taken to the Gueridon Trolly for cookingit completely. This partial cooking is done beside the guest table for achieving a particularappearance and aroma of food, and for exhibiting showmanship. It also offers a complete view offood. The waiter needs to perform the role of cook partially and needs to be dexterous. 2

Silver ServiceIn this service, the food is presented on silver platters and casseroles. The table is set with sterlingsilverware. The food is portioned into silver platters in the kitchen itself. The platters are placedon the sideboard with burners or hot plates. At the time of serving, the waiter picks the platter fromhot plate and presents it to the host for approval and serves each guest using a service spoon andfork.Russian ServiceIt is identical to the Cart French service barring the servers place the food on the platters and serveit from the left side.B. Assisted ServiceHere, the guests enter the dining area, collect their plates, and go to buffet counters and helpthemselves. The guests may partially get service at the table or replenish their own platesthemselves.Buffet ServiceIt this type of service, the guests get plates from the stack and goes to buffet counter where foodis kept in large casseroles and platters with burners. The guests can serve themselves or can requestthe server behind the buffet table to serve. In sit-down buffet restaurants, the tables are arrangedwith crockery and cutlery where guests can sit and eat, and then replenish their plates.C. Self ServiceIn this type of service, the guests enter the dining area and select food items. They pay for couponsof respective food items. They go to food counter and give the coupons to avail the chosen food.The guests are required to take their own plates to the table and eat.Cafeteria ServiceThis service exists in industrial canteens, hostels, and cafeterias. The menu and the space is limited;the cutlery is handed over to the guests. The tables are not covered. Sometimes high chairs areprovided to eat food at narrow tables. It is a quick service.D. Single Point ServiceIn this type of service, the guest orders, pays for his order and gets served all at a single point.There may be may not be any dining area or seats. The following are the different methods ofSingle Point Service. 3

Food CourtThis is an array ofautonomous counters atwhich the customers canorder, eat, or buy from anumber of different countersand eat in adjacent eatingarea.KiosksThe customer enters thechoice and amount of moneyphysically and the machinedispenses what customerdemanded accurately.Take AwayCustomer orders and avails food and beverage from a single counter and consumes it off thepremises.VendingThe customer can get food or beverage service by means of automatic machines. The vendingmachines are installed in industrial canteens, shopping centers, and airports.E. Special ServiceIt is called special service because it provides food and beverage at the places which are not meantfor food & beverage service. The following are the different methods of special service.Grill Room ServiceIn this type of service, various vegetables and meats are displayed for better view and choice. Thecounter is decorated with great aesthetics, and the guest can select meat or vegetable of choice.The guest then takes a seat and is served cooked food with accompaniments.Tray ServiceMethod of service of whole or part of meal on tray to customer in situ, such as hospitals, aircraft,or railway catering.Trolley/Gueridon Service 4

Food is cooked, finished or presented to the guest at a table, from a moveable trolley. For example,food served on trollies for office workers or in aircrafts and trains.Home DeliveryFood delivered to a customer’s home or place of work. For example, home delivery of pizza orMeals on Wheels.Lounge ServiceService of variety of foods and beverages in lounge area of a hotel or independent place.Room ServiceHere food is served to guests in their allotted rooms in hotels. Small orders are served in trays.Major meals are taken to the room on trolleys. The guest places his order with the room serviceorder taker.The waiter receives the order and transmits the same to the kitchen. Meanwhile, he prepares histray or trolley. He then goes to the cashier to prepare and take the bill. He then takes the bill alongwith the food order for the guests’ signature or payment. Usually clearance of soiled dishes fromthe room is done after half an hour or an hour. However, the guest can telephone Room Servicefor the clearance as and when he has finished with the meal 5

1.2 Basic Service rulesThere are millions of Food & Beverage Service workers working in the industry. Many of themdon’t have any sort of idea about basic f & b service rules or guidelines. So today, I will discusssome basic food and beverage service rules. Waiter or waitress working in hotel and restaurantshould try to follow this basic rules to provide an wonderful service to their guests.General Service Rules  Handle silver flatware by the handle.  Handle clean chinaware by the edge.  Handle glassware at the stem or base.  Never place your thumb on the plates.  Always carry silverware, chinaware, linen, glassware on a clean tray when approaching guest table.  Never walk back to the kitchen empty-handed, take along dirty dishes.  Dishes should not be stacked too high on the trays.Meal Service Rules  Always serve the ladies first.  Always serve guests from the right and clear tables from the right.  Before each course is served, removed soiled chinaware and replace with clean chinaware.  Complimentary starter (if available) is to be served to all guests after the food order is taken.  Chinaware and towels are to be changed throughout the meal.  Always change ashtrays when one cigarette stub is in it.Beverage Service Rules  Always open wine bottles in front of the guest.  Leave the bottle (if white wine or champagne) in the ice bucket when opening.  Always display the label and repeat the name of the wine when presenting to guest.  All alcoholic drinks must be served with mixers and ice on the side.  When serving alcoholic drinks, request the guest to advise how much ice and mixer they would like.Rules after Having Main Course  Crumbs are to be swept away using a folded napkin on to a clean B&B plate before dessert is offered.  Coffee and varieties of tea are to be offered when taking the dessert order.  Cream and sugar are to be served on silver tray and placed on the table before coffee or tea is served.  Coffee or tea must only be served in silver pots.  Tray with dirty dishes to be removed immediately from the public area to the kitchen. 6

 Dirty dishes are to be cleared only after everyone at the table has finished that course. Checks are always to be presented in the check folder. Checks are to be presented to guests on demand only. Tables are to be reset as per table top specifications as soon as the guest departs. Complimentary meal-end items (if available) are to be offered when presenting the guest check.1.3 Pre plated serviceThe American service is a pre‐ plated service, which means that the food is served into the guest'splate in the kitchen itself and brought to the guest. The kitchen predetermines the portion and theaccompaniments served with the dish and then balance the entire presentation in terms of nutritionand color. This type of service is commonly used in a coffee shop where service is required to befast.1.4 Silver serviceSilver Service actually describes the service process of serving diners from a silver dish or platterdirectly onto the diner's plate, rather than the common practice of serving the ready platter meal tothe diner.Silver service is called service with touch has now come to mean much more than just the serviceof the food from a platter and in fact this original aspect of silver service is often missing fromcontemporary serviceSilver service usually includes serving food at the table. It is a technique of transferring food froma service dish to the guest's plate from the left.It is performed by a much trained waiter using service forks and spoons from the diner's left side.In France, this kind of service is known as service à l'anglaise or translated to English as (Englishservice).The modern silver service server/ess is required to provide the full dining experience from start tofinish, from greeting the guest upon arrival to saying goodbye and everything in between. Theymust be knowledgeable, presentable, polite and considerate, able and confident, acquainted withthe relevant etiquette and techniques and much more and very professional and well trainedhandling this task.Silver service food mean from silver plate to plate is always served from the left, also drinks andplated meals from the right.Meals are served to the diner from platters, not plated in the kitchen.The guest to the host's right is served first. (Usually a female guest)Service continues counter-clockwise. 7

Plates are cleared from the right glasses from the right; again starting with the guest to the host'sright.Glasses are stacked in a diagonal to the right and away, within the wine (by course) in order, andthen lastly, water glass in center front.Silver service is orientated for a right-handed waiter. Thus to serve the food, the waiter standsbehind the guest and to the guest's left, holds or supports the platter with their left hand, and servesthe food with their right hand. It is common for the waiter to hold the serving-fork above theserving-spoon both in the right hand, and use the fingers to manipulate the two as a pincer forpicking up, holding and transferring the food. This technique requires much practice and dexterityand concentration and passion.A modification of silver service is known as butler service. In butler service the diner helps himselffrom a serving plate held by the waiter (butler). Traditionally, this type of service was used onSunday evenings when the waiting staff had the evening off and the butler helped out at dinner InFrance, this kind of service is known as service à la francaise (French service)1.5 Gueridon serviceGueridon Service is a term used in the restaurant business to refer to \"trolley service.\" Food iscooked, finished or presented to the guest at a table, from a moveable trolley.Dishes typically served like this include Crepes Suzette, Caesar Salad, Cherries Jubilee, BananaFlambé and Steak Tartar.There are several reasons for Gueridon Service:  ensures exact serving temperature and stage for any dishes sensitive to this;  turns food into entertainment;  creates an atmosphere of sophistication;  Stimulate demands in other guests for that level of attention.The food being served is usually partially or mostly prepared in the kitchen -- certainly any prepwork such as chopping onions, actually cooking crêpes, etc, is done there. The waiter then doesthe final assembly or cooking on the trolley at the side of the restaurant customer's table. Thismight involve flambéing an item, or carving it, or tossing a salad.The trolley is equipped with a burner for cooking that can be powered by gas, electricity or spirits.Some trolleys will have a cold drawer as well. All will have a chopping board and cutlery drawer,and be equipped with the necessary utensils for what the restaurant offers from the trolley. Therewill also be on the trolley a selection of basic condiments such as mustards, Worcestershire sauce,oil, vinegar, etc.Gueridon Service is less popular now. For it to be practical, restaurant dining rooms have to beless crowded with tables than many are now, to allow enough space between tables for the trolley 8

to move and be positioned. Additionally, dining room staff need to be specially trained in how tofinish the dishes being offered.It may also be that restaurant customers got bored with the same typical dishes that were offered,as those dishes lost their novelty over time.1.6 Russian serviceThis type of service is the same as that of French service. However, in Russian service, the food isfully prepared and pre-cut in the kitchen and then neatly arranged on silver platters by the Chef.The waiter then shows the platter to the guest as a polite gesture and serves the food to theindividual plates of the guests using serving cutleries.Advantages:1. only one waiter is needed to each station.2. Elegant and entertaining.3. No extra space is needed for the equipment (except for the side stand).4. It guarantees equal portions because the food is pre-cut and already served.5. Gives the guests personal attention.Disadvantages:1. it requires a big initial investment in silver equipment.2. If many guests are served from one platter, the last one to be served may see a rather lessattractive display.3. If every guest in a party orders a different dish like steak or fish, the waiter must carry veryheavily loaded tray / trays to the dining room.1.7 English serviceThis type of service is also known as \"family style\" service. In this service, the soup tureen isplaced before the host alongside with preheated soup plates and hands them to the waiter,indicating the person to be served. The same procedure is followed with the main entree. If sodesired, the partly filled dinner plate is presented to the hostess who serves the vegetables fromlarge serving dishes placed before her. Then the waiter places the plate before the guests. This typeof service is usually found in coffee shops, family restaurants, counter service, etc.Advantages:1. It is fast. Plates of food are served immediately at the proper temperature.2. It is inexpensive.3. It requires no special equipment.Disadvantages:1. Less showmanship.2. Reduced personalized attention to the customer 9

1.8 Cafeteria serviceThis service exists normally in industrial canteens, colleges, hospitals or hotel cafeterias. Tofacilitate quick service, the menu is fixed and is displayed on large boards. The guest may have tobuy coupons in advance, present them to the counter waiter who then serves the desired item.Sometimes food is displayed behind the counter and the guests may indicate their choice to thecounter attendant. The food is served pre‐plated and the cutlery is handed directly to the guest.Guests may then sit at tables and chairs provided by the establishment. Sometimes high tables areprovided where guests can stand and eat.1.9 Tray serviceMethod of service of whole or part of meal on tray to customer in situ, e.g. hospitals aircraft orrailway catering. 10

Unit 2: Room Service2.1 IntroductionFloor or room service varies from basic ‘in room 'and tea and coffee making facilities, as well aspossibly mini-bars, to vending machines on floors or to other service of a variety of meals in rooms.Depending on the nature of establishment, the extent of service in guest rooms will vary. In five starhotels 24-hour room service is accepted, whereas two to three star hotels service may be limited to ‘inroom 'tea and coffee making facilities with only continental breakfast available to be served in theroom.2.2 Room service equipmentRoom Service is a personalized serviceoffered by medium or large luxury hotelswhich provide their guests uniqueopportunity to order & enjoy food &beverage in their own room which ensuresprivacy, convenience & great diningexperience. Room service is a part of F & BService department of a hotel. Although it isoffered directly in room but it doesn’t belongto housekeeping department. Generally asmall hotel doesn’t offer room service but a3 or 4 star hotel should at least provide thisservice. In most of the hotels, room serviceis only offered during restaurant’s operation hours but some offers 24 hours room service as well.Room service is mainly performed through trays and trolleys. According to the types equipmentneeded for room service varies. Here is some frequent use equipment needed for room service:  Tables, trays, trolleys, heaters, chinaware, crockery, cutlery, silverware, glassware, vases, linen etc. in different size & shape.  Special trolleys for room service with hot cases for keeping food hot.  Racks to store different equipment.  Order takers cabin with computer and other equipment.  Dispense bar for bartenders especially when there is no mini bar in guest room.Here is basic service equipment needed for a perfect well managed room service: 11

Glassware Crockery Cutlery Water Goblets Tea Cups Service Spoons & Forks Juice Glasses Coffee Cups Dinner Knives & Forks Red Wine Glasses Soup CupsWhite Wine Glasses Dinner Plates Fish Knives & ForksChampagne Glasses Side Plates Dessert Spoons & Forks Whisky Glasses Highball Glasses Cheese Knife Teaspoons Silverware Soup Spoons Trays Others Tea Pots Bread Baskets Plate Covers Water Jugs Ashtrays Ice Bucket Cruet Sets Bottle Openers Sugar Pot Toothpick Holders Toast Racks2.3 Room service trays and trolleyClean Service Trays:  Clean the In room dining area.  Wash trays in the dish room.  If the trays are cork-lined, rub the cord with lemon wedges to remove odors. Then let the trays stand for a few minutes before washing.  Spray trays with hot water to remove food residue.  Spray the trays with an approved sanitizing solution. Then Stack them upside-down at right angles to allow them to air dry.Clean room service carts / trolley:  Remove all equipment's and supplies from the carts.  Use a clean cloth and a sanitizing solution to wipe the carts, including the helves legs and wheels.  Polish the carts with a clean, dry cloth.  Replace equipment and supplies.  Report any squeaky wheels to maintenance staff members or stewards immediately, so they can fix the carts quickly.Preset Trays and carts / trolley:  Organize and preset trays’ and trolley before the meal period begins.  Prepare the trays for service in the rooms: trays with basic set-up [for serving Continental breakfasts and light meals (for a maximum of 2 people).  Place tablecloths neatly over room service carts. 12

 Prepare the trolleys for service in the rooms: trolleys with basic set-up for serving American breakfasts and multi-course meals.  Items you place on the tray or cart include salt, pepper, ketchup sugar, artificial sweetener etc. Make sure each item is clean before placing it on to the cart or tray.  Wipe containers with a clean cloth if necessary.  Follow the tray and cart setup charts to place items on trays and carts.  Clean the heating boxes and keep a few of standby: all heating boxes are heated with electric power.  Replenish all condiments.  Prepare all the operating equipment and install it in the appropriate areas.  Chinaware, flatware, hollowware, glassware and linen must be sufficient in quantity and polished according to hotel policy standards.Prepare the room-related VIP amenities:  Petit Fours, House wine, fresh fruit platter cut or otherwise, a souvenir like a diary.  For a VVIP a full bar will be set up in the room.  Daily replenishment of all amenities should be done.2.4 Room service procedureAfter taking order successfully now it’s time to process the order. Here are some key points: Print out the guest check and give the check to room service attendant to send it into kitchen from where order will be delivered. If the order taker use automated POS system then aware kitchen staff about the new order who will then print out the check. Set up tray and table properly. Here is a basic layout: 13

Fig: Sample Hotel Room Service Table Setup If there is any hot item to be served then fire up heating plate or oven. Then take food from kitchen. Must ensure all ordered items are available there. Put cold foods first then go for hot items. Check all orders closely for the last time in order to avoid inconvenience. User service elevators to reach at guest room. 14

 In order to avoid collision never push your tray. Always pull.2.5 Mise en place for room serviceFor smooth room service operation a room service manager or F & B director should have pre planabout staffs, equipment and inventory. For a small hotel property, 10 to 15 specialized room servicestaff may be enough but a big hotel which runs a big room service department will need morestaffs. In order to be able to provide perfect room service, it is mandatory that each staff of thatdepartment have a good knowledge about menu. Unable to answer guest questions about any itemwill ultimately hamper hotel’s image. Here are some points a room service staff should considerfor better service:  Well informed about menu items, day special etc  Know about your guest whether there is any VIP or group booking  Any menu items that are not available at particular day  Used ingredients & cooking procedure of different menu items  Presetting service tray like putting clean table cloth, arranging napkins, tableware etc.2.6 Room service order takingTaking room service order needs skill and experience. In our room service training manual wehave discussed in detail. Here we will discuss the procedure in short: First answer the phone within 3 rings by saying “Good morning/afternoon/ evening, Mr. /Mrs. “X”, this is Room Service. “Z”: speaking, how can I help you”. Order taker must introduce him or herself with his name and make guest aware that he or she has called in room service. Must use cheerful voice to convey the message that you are giving care to his call and ready to provide him or her best possible service. Easiest way to impress a guest calling to room service is addressing by his name. If there is computerized caller identification system then you should know from whose room who may call you. So if you have such technical advantage then tries to impress the caller at the very beginning. If you are unsure about how to pronounce guest name or have no such caller identification system then politely ask his name and room number and must repeat guest name few times in conversation. Take the order on a room service order taking sheet or if you have Point of Sales (POS) system them input data directly in your automated system. If you have to write in manual system them try to be as detail as possible since the order is needed to be handled by other parties like kitchen staffs or waiters. 15

 For a perfect order taking you need to ask as much question as possible in order to avoid wrong order. Ask guest about sequence he prefers, method of cooking (raw, well done etc), choice of dressing, items used, desire beverage bottle and glasses, any special requests etc. Try to write everything guest wants. Sometimes you may find something not that much of important but to avoid future inconvenience it’s better to put everything out of the conversation. After taking order repeat everything in order to ensure that you have recorded everything that the guest wants. A good order taker should have some suggestive selling skills. Suggestive selling is not bad if you can use it properly. It’s a win-win situation for all concerned parties. Guest will get expert opinion from order taker which could make his meal experience more enjoyable at the same time hotel will earn some extra revenue and waiter may get some tips. Don’t use push selling techniques? Remember suggestive selling is to help guest and make extra profit ethically. Don’t make those guests annoyed with suggestive selling techniques who are in really hurry or who are 100% confident about items he is going to order. Now give guest estimated time of delivery. It is often very safe to keep extra 5 minutes in your hand when giving delivery time. If you serve guest 5 minutes earlier then he will never mind and at the same time it will enable you to cover unexpected delay. Finally thank the guest and wish him good meal experience.2.7 Execution of room service orderAfter delivering service finally it’s time to remove used tray and table. It will depend on the hotel’spolicy. There may be special staffs from tray removal or housekeeping unit may perform suchduties. Try to get guest comment or complaint in order to improve your service quality. Add guestsuggestion and feedback in your planning.2.8 Rules in guest roomBefore entering the guest room, hoteliers especially staffs from housekeeping department has tofollow certain basic standards and procedures accordingly. By following these standards, hotel canensure highest guest satisfaction and excellence of service.Though different hotel may set different policies for their housekeeping associates to enter theguest room, however the common standards are given below by using appropriate example. Hereare the following: 16

(A) Before entering the guest room, check to ensure thefollowing: The status of the room (vacant or occupied) If there is DO NOT DISTURB sign Whether guest is available or not If guest is in the room:1. Knock at the door or ring the doorbell.2. Identify yourself by saying “Housekeeping” in a clear and natural voice.(B) If the guest response your call and come to the door: Greet the guest by politely saying “Good Morning / Afternoon / Evening (according to the time of the day) Sir/Madam. May I service your room now please?” If possible greet the guest by using his/her name. If the guest permit you for servicing and cleaning the room: Thank the guest and enter the room gently. If the guest does not agree for room service now and ask you to come back later:1. Ask guest to determine the time for room service by courteously saying “when would you like to get the room service, Sir / madam?”2. Write down the exact time for room service on your report and apologize by saying “Sorry to disturb you Sir/Madam” and leave the place.(C) If the guest responses to you by saying “Just a minute” or “Coming”: Stand outside of the room through maintaining accurate distance from the door. Give the guest required time to finish his/her current work and wait until the guest comes. If the guest allows you to enter by calling out “Come In”, you may enter the guest room.(D) If the guest is in the room while servicing and cleaning the room: Service the room through following standards in a professional and efficient way. Leave the room after completion of servicing and cleaning by politely saying: “I have completed servicing your room Sir / Madam, is there anything else that I could do for you?”(E) If guest wishes for any further request: Fulfill the guest request dully. Ask guest to contact you for further help by saying “If there is anything further I can do for you, please inform me or you may call to the Housekeeping Department at Extension XXX (number)”(F) After completion of you're cleaning the room: 17

 If the guest says “Thank You”, say, “It is my pleasure Sir / Madam, enjoy your stay”. Have an enjoyable and healthy day” Leave the room. Close the door gently.(G) In case there is no reply from the guest room: Again ring the doorbell and announce “Housekeeping” and wait for 10 seconds. If still there is no reply, insert the key card and enter the room quietly.(H) In case you enter the room and the guest is inside, apologize to guest by politely saying: “I am extremely sorry, Sir / Madam (by using guest name if possible); I didn’t want to bother you, would you like to have the room service now?”(I) In case there is DND sign on the door or the door is double locked: Do not knock at the door or ring the doorbell. Leave the place gently.(J) If the door DND or double – locked on the door for long time: Report to the Supervisor to take progressive actions.2.9 Clearance of room service order  The guest informs the order taker of a clearance request.  Before you leave a service tray or room service cart, Know where the guestroom is located and also know the best way to get to the guestroom.  Use stairwells, service elevators, and halls to speed delivery time.  Avoid public elevators, lobbies, function areas and restaurant entrances.  Trays and carts in guestrooms and corridors are hazards; a guest could trip over these items. o The order taker notes down the room number on the pad and passes it to the Supervisor concerned who shall inform the staff member in charge, or any other IN ROOM DINING staff available. o The staff member shall proceed to the room immediately to perform the removal  At all times, the “DO Not Disturb” card must be strictly respected and recorded when displayed.  The room maid/boy informs the In room Dining Department upon the guest’s request for making up the room.  The staff member shall proceed to the room immediately to perform the removal. 18

Entering the guest room:  Knock firmly three times with your knuckles and announce “Room Service / In Room Dining”.  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 correct 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.Retrieve a room service Tray:  Place service ware, glasses, used linens and trash on the tray.  Bend at the knees to pick up the tray. Pull the tray with one hand into the palm of the other hand.  Balance the tray on your palm or Fingertip’s at shoulder height.  Use your free hand to steady the tray as you stand.Retrieve a Room service Cart / Trolley:  The IN ROOM DINING staff member shall clear the trolley from the guest’s room.  He shall adjust the stacked soiled plates, silverware and glassware in order to avoid any breakage, as trained.  Fold the trolley wing, lay down all the empty beverage bottles and cover all soiled dishes with the table cloth  Before leaving the room, he shall double-check with the equipment control slip that no item is missing.  If any equipment is missing, he shall inform the Supervisor concerned immediately who shall record the item reference in the equipment control sheet with the date, time and room number in order to further action to be taken appropriately as set by the Director of Food & Beverage  The Supervisor concerned checks the equipment control slip.  The equipment control slip shall be inserted under the tray/trolley cloth.The guest leaves the tray outside the door:  Soiled dishes and equipment in corridors are unsightly and indicate a poorly run room service department. 19

 Should the tray be cleared by the guest and left outside the room (guest floor corridor) and equipment is missing, the room boy and/or IN ROOM DINING waiter shall inform the Supervisor concerned immediately.  This missing item shall be record in the equipment control sheet with the date, time and room number in order for further action to be taken appropriately as set by the Director of Food & Beverage.Master control sheet:  The Supervisor checks the master control sheet recording for monitoring all the serving times.  For breakfast service, if the guest does not call for clearing, the removal is to be performed systematically 45 minutes after the serving time.  For lunch and dinner services, the removal is to be performed systematically one hour after the serving time. 20

Unit 3: Banquet Service3.1 Introduction of banquet and conferenceBanquets are special functions organized for professional, social or state occasions. Banqueting isthe service for these functions and is different from the usual service offered in restaurants.Normally such functions are organized when the number of people involved are fifteen or more. Banquet Staff: The Banquet staff normally consists of the following: Organisational chart of banquets departmentIn the above set-up the Banquet Manager is over-all in charge of administration, dealing withguests and coordinating all arrangements. The supervisor co-ordinates the implementation offunction arrangements and controls staff job allocation. The Waiters and Assistant Waiters makethe actual arrangements and do the service.The banquet department normally have a skeleton staff and employ casual staff for large functions.The banquet representative prepares a sales kit of brochures, fact sheets, layouts, etc., and visitspotential clients to solicit business. The representative is often present in functions to ensure thatguests are satisfied with the arrangements. The secretary handles all correspondence and filing andoften takes bookings on the phone. 21

3.2 Types of banquet function (formal, informal, social, public and conference) 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 ceremony, or a celebration, and is often preceded or followed by speeches in honor of someone. The word literally means “sumptuous feast”. Banquets are arranged to cater to a large number of people.So banqueting (function catering) is the term used to cover the service of special functions forspecific groups of people at specific times, the food and beverages provided being pre-determined?Banqueting occasions exhibition. • Luncheon parties • Social functions • Wedding buffets • Conferences • Cocktail parties • Dinner dances • Business seminars • Working lunches • Training workshops • Social and business reasons e.g. outdoor catering at a show or Banquets are usually a part of hotel. But there are specialist banqueting conference centres such as convention centres. Banquet facilities are one of the many catering services offered by a hotel. The type and variety of banquet facilities depend largely on the size of the hotel. Large hotels can have multiple banquets headed by Banquet Manager where as small hotels may have just one or two banquets headed by Assistant Manager. Banquet facilities offered by a hotel depend upon the level of market to which it is catering. A luxury hotel in a major city will offer wider range of banquet facilities than a small hotel. Banquet staff may be the hotel’s own staff or employed on casual basis.22

3.3 Function MenuThere should be menus for each type of occasion. The choice should be large, varied and within awide price range. Sometimes two or three menus are offered for each type of occasion. Each menuis well balanced offering vegetarian and no vegetarian dishes. A typical lunch or dinner menuwould offer:  Hors d’oeuvre  Soup  Entre  Sweet Dish  CoffeeGuests may add other courses according to their choice and budget. Care must be taken that theMenu Card in carefully and attractively designed. The Person-in-charge of banquet booking mustbe fully conversant with the preparation and presentation of each dish.The banqueting wine list must offer a good range of wines. However, ensure that enough stocksare available before committing any wine.3.4 Type of BuffetsBuffet literally stands for sideboard. The food is presented in such a manner that the guests canserve themselves. It is not only popular for reception and cocktail parties but can also be a unique 23

means for presenting an entire meal. It is particularly suitable for establishments where space inlimited and a large number of people are to be served. The buffet can be elaborate and elegantenough to suit the most sophisticated gourmet taste and yet can add a special flair to the simplestof breakfast, lunch and/or dinner menus. However, a collection of cold or hot dishes placed on aclothed table, made to look attractive by the extra edge given to the aspect of presentation, doesnot really justify the term ‘Buffet'. No doubt, a really striking centerpiece or other such articlesplaced, greatly enhances the appearance and at the same time give a certain amount of credibilityto the whole arrangement.Different Types of Buffet:Sit-down buffet:As it's evident by the name itself, other factors like food display remain the same, the onlydifference is that after helping himself the guest sits down to have his meals. The table settingrequired in this case is just like any other occasion. If there is wine to be served along with thefood, glasses are put in advance on the tables and wine is served by the waiters.A meal of this kind requires more than the usual number of waiters as they are required to clearthe dirties in time and to ensure that all the service that is to be given on the table itself i.e., wines,cigarettes and toward the end tea/coffee, can be served.A sit-down buffet is as good as any formal meal and it serves a more useful purpose for the host,as a meal of this kind is more successful in infusing a certain lightness in the atmosphere and atthe same time remaining ‘formal 'also.Stand-up or fork buffet:As the name suggest, there is no provision of elaborate cutlery, hence the name ‘Fork Buffet 'sinceone can't use a knife and fork when one is eating while standing. Special care is taken in the kindof food that's chosen for such a meal. It must be made sure that it's easy to eat and can be eatenwith a fork. Anything that would need a knife is avoided. Curry, Case roles with rice and noodles,fish and meat salads selection the right are for such a buffet.Finger buffet:Another kind is-Finger Buffets and this signifies the kind of meal where usually only snacks areserved and no cutlery is required. The food served is usually dry and of a size that can be takenwithout any inconvenience.The next aspect concerning buffet is that of setting up of a Buffet, under which the layout anddisplay is dealt with in detail. The term buffet covers everything from a full meal of many coversand decorated whole joints to nothing more elaborate than sandwiches and fancy cakes. It'stherefore essential to determine or define precisely what type of meal is intended. Functions areplanned in meticulous detail from the beginning to end, anticipating all the bottlenecks andgenerally leaving nothing to chance.Display: 24

Whether a simple affair or a spectacular show, the buffet provides the caterer with an opportunityfor displaying artistic and culinary talents. Ice-carryings, decorated food, trays specially for cakesare used singly or in combinations to dramatize and individualize buffet tables.Edible center pieces:Edible or partially edible, centerpieces can highlight different sections of the table, or can be mostattractive as the focal point on the buffet. For a large, elaborate buffet table, they may be separatedby an elegant floral arrangement or an ice carving. E.g: Fruit centerpieces.Melon pieces:Melons, particularly watermelons can be made into eye-catching centerpieces. They are arrangedvertically or horizontally depending upon the amount of display space allowed and the effectdesired.Decorated food presentations:Hot foods require only the very simple of garnishes- prigs of parsley, crisp fresh watercress, carrotcuries, lemon wedges and in the case of Indian dishes the usual garnishes, which are added quickly.Service:As indicated before the function must be planned in meticulous detail right from the beginning tothe end, anticipating everything and leaving nothing to chance. Service is a very important aspectof the whole operation. It is quite obvious that the service is required in the sit-down kind of buffetwhere serving in case of a few items is required on the table. In a buffet meal, the service must beefficient & quick. The demands made to the kitchen for replenishment must be on time.Correct anticipation is indispensable to the whole operation. Timely clearance is another areawhich requires attention.Formal & informal gathering:Formal:The function will be organized for Official & Professional which is called formal function. (ie) 1)Conference, 2) Meetings, 3) Board Meetings, 4)Minister's Meet All the formalities and functionAgenda should follow these type of function. We must maintain the Proto calls. Ex. Chief Personwill be seated in the Center then next to the chief guest.Informal:No formalities are necessary, but the following are to be provided. (ie) Chair & Table, Mike andeverything Ex: Birthday Party, Cocktail Party, Social Function3.5 Seating arrangementOf the total number of people attending a function it must be determined how many will be seatedon the top table, and how many on the sprigs, round or oblong tables, making up the full table plan.It must be known whether the number on the top table includes the ends, and care should be takento avoid seating 13 on this table. 25

All tables, with the exception of the top, should be numbered, again avoiding using the number13. In its place it is permissible to use 12A. The table numbers themselves should be on stands ofsuch a height that they may all be seen from the entrance of the banqueting room, the approximateheight of the stands being 75 cm (30 in). After the guests are seated and before the servicecommences these stands are sometimes removed. It left they are an aid to the sommelier whenchecking for cash wines.a. The Organizer: so that he/she may check all necessary arrangements.b. The guests: this seating plan should be placed in a prominent position in the entrance of thebanqueting suite so that all guests may see where they have been seated, who else is sitting at theirtable and the position of their table in the room.c. The banqueting manager: for reference purposes.3.6 Banquet order takingThe same basic rules for serving beverages apply as for other F&B outlets, but because of thelarger numbers of guests, service needs to be quick and efficient.Soft drinks will not be pre-poured in glasses more than 5 minutes before being served. Draughtbeers will only be poured as required (no carafe).Take Beverage Orders:  The function host will have selected the beverages when booking the function. The banquet event order (BEO) will list these details.  If a guest asks for a beverage which is not listed on the BEO then know whether there is a extra charge and tell the guest what the charge is.  Tell Guests which beverages are available.  Ask if guests would like to order beverages.  Write down the orders on the guest check according to how guests are seated.  It is a good practice to assign a number to each chair at a table.( E.g.: Chair No1 is the one closest to the door or other landmark in the room)  Take orders from women first, then men.  Continue to take orders clockwise around the table.  Use standard drink abbreviations.  Listen Carefully to each order.  Repeat the order and any special requests.  Find out guest preferences for service, such as “on the rocks” or straight up” etc.  Verify the ID’s of the guest who order alcohol and they look under age. ( If required by your local authority).Place Beverage on the cord-lined tray:  Line the tray with a clean linen napkin to improve the look of the tray and to absorb spills and moisture. 26

 Center glasses so the tray is well-balanced. Put heavy or tall glasses in the center of the tray.  Place a stack of beverage napkins on the tray.Server Beverages:  Server each beverage from the guest’s right with your right hand.  Place a beverage napkin on the table in front of each guest.  If the beverage napkins at the hotel are having a logo, then place the napkins so that the logo faces the guest.  Follow the guest check to serve the correct beverage to each guest. Do Not ask who orders which drink.  If pouring a beverage from a pitcher or bottle, pour into the glass or cup without picking it up.  When Pouring, use a folded linen napkin as a splash guard to protect guest.Tips for cocktails / receptions, the following guidelines must be followed:  From the moment guests start arriving, a minimum of 2 waiters will be stationed at the entrance to the room with a selection of drinks on a tray  No drinks will be placed on any service station in the function room (i.e., no self service)  Each waitress/waiter will have on her/his tray a set of cocktail napkins which are nicely presented  Elegant, simple tray decoration is recommended to enhance the attractiveness.For dinner, the following guidelines must be followed:  No pre-poured drinks will be placed on the service stations. Guest will be served directly by the bar  Carafes of ice water are allowed on the service station.  If wine is served, white wine must be kept in a wine cooler. Only one bottle per service station is allowed 27

Unit 4: Menu Presentation and Order Taking4.1 Presenting the menuMenu is a list of food items which are served according to the guest order. If you are a waiter orserver then you should know some basic points to present menu properly. First of all you shouldknow your restaurant’s policy about presenting menu. There are some differences like:  In some restaurants, menus are kept on each table before guest arrives.  In most of the cases, waiter present menu just after guest arrives.  In some restaurants, first guests are served after pre-meal beverage items are severed.So, first learn your policy. Also there is a traditional trend that menus are presented from left sideof the guest. You can either present it opened or unopened. If menus are not kept on each coverthen never put the menu in table so that guest has to pick up. It could hurt guests. So, politelypresent the menu by saying “Here is the Menu, sir”. If there is a group then you should first presentmenu to host or any woman.4.2 Suggestive selling and up selling skillWhat is Suggestive selling?A sales technique where the employee asks the customer if they would like to include an additionalpurchase or recommends a product which might suit the client.Suggestive selling is used to increase the purchase amount of the client and revenues of thebusiness.What is Up-selling?Up-selling is a sales technique permitting to increase revenues with the same number of covers,therefore increasing a restaurant’s guest check average.Up-selling vs Cross-selling vs Suggestive-selling 28

• Up-selling is when you call a person’s attention to an item of greater quality (and cost) • Cross-selling is when you inform a guest of a related item that naturally “goes” with the main product • Suggestive selling, you are acting as a consultant (the most professional technique)Following are some technique for suggestive sellingand up selling:Technique 1 - Know your menu  This is as simple as it sounds, but often it happens that the staff does not know their menu.  Knowing the menu is critical for up-selling. It's impossible to sell something that you don't know anything or very little about.  If you deem necessary, organize a meeting where you can discuss and present the menu to the staff and talk about it in more details.  Have your staff to try first-hand the products/dishes you're selling. Your servers can not sell what they have not tried and give a convincing description to customers.  Know which are your strongest and best signature dishes and promote them. These should be the first suggestions to the customers.  Does your restaurant makes a really tasty homemade guacamole to use for the dips? Great! Promote that particular dish.  Know which food items go well with others, which combination is better and above all, it's related to the customer's first intention.  Having a knowledgeable staff goes a long way.  Here's a real example that happened in one of the restaurants I worked at a while ago.  It was a beautiful, sunny day during a hot summer a few years back in Northern Italy, at a small, seaside city. You could feel the breeze while having dinner, just looking at the never ending horizon. A classic Italian city in a tourist’s mind.  One couple came in and ordered fish for their main. The waiter serving them, not fully knowing the menu and the drinks menu, suggested that the couple should try for their main dish a certain wine (fine until here), but the wine offered was a sweet dessert wine which didn't match with their food.  This sweet dessert wine was quickly replaced by the waiter's supervisor, with the apologies of the restaurant to make sure the customers will have a wonderful evening.  It all ended well, nobody got offended, but that's the point of knowing your menu: having a staff who know the menu and what to recommend, puts the restaurant in a professional light and can drive more revenue to your location.Technique 2 - Train your staff with feedback 29

 Have meetings with your staff where you discuss what went wrong or what went well this week or the previous week.  Analyze, correct, give your opinion on what have you have seen happening during the shifts.  Make your waiters aware of how different situations with customers should be handled.  It's very important giving constructive feedback on a regular basis. The waiters will correct their mistakes if someone notices them and points these out to them.  Creating role plays can very good idea, where your servers can be trained to overcome certain obstacles such as:  Demanding clients  Describing in a mouth-watering way the signature dishes  How to deal with different type of clients  Extensive practice using role plays can help the waiters be more confident when meeting the guests and be more extrovert which will help to talk without feeling pressure, stress, be more natural.  I worked in London during the Olympics 2012 at one of the 5 stars hotel in Central City, as a waiter.  Our manager would always ask us to give mouth watering descriptions, something I was not able to do.  I just didn’t felt comfortable enough.  So I started with simple words, but in a polite and smiley manner. After, I threw in some adjectives. Fast forward a few shifts and I was able to feel confident enough to start using a more descriptive language when proposing certain dishes to our customers.  Train your staff. Practice makes perfect.Technique 3 - Body language  Your servers should be feel relaxed and smile to make each customer feel welcomed into your restaurant.  As a waiter, you can improve your body language. Start \"reading\" a customer when she/he walks in and how she/he talks when ordering: if she/he in a hurry or more relaxed?  Take in consideration the time of the day when making these judgments.  During weekdays, at a lunch, the customer would probably like to be served fast so she/he can return to the office afterwards. On a Friday evening, the same customer with a loosened tie after 5pm might mean he wants to relax a bit and enjoy your food.  A group of business people on a lunch meeting would most probably like to order quickly, without much fuss without interacting much with the waiter. Whereas, a family on Sunday afternoon lunch wouldn't probably mind for the waiter to interact with them, discussing different lunch options offered, interact with the kids, and so on.  As a waiter, the instant a customer makes you aware that they're not interested in any up- selling offerings you've just suggested, and they're satisfied with their choice, do not insist.  Be aware of the signs the customer is sending and, with a bit of training, you would see where the limit is and when to back out so you don't come across as too pushy during the interaction with a customer. 30

Technique 4 - An up-sell is not sales pitchWikipedia defines a sales pitch as:In selling technique, a sales presentation or sales pitch is a line of talk that attempts to persuadesomeone or something, with a planned sales presentation strategy of a product or service designedto initiate and close a sale of the product or service.  When most of us think of a \"sales pitch\", we think car sales or marketing calls.  Do not let the same thing happen to your restaurant.  If the customer feels that an up-sell is more of a sales pitch, she/he will not return.  Customers need to leave your restaurant, knowing that they will come back because the experience was great.  As I wrote at the beginning of this article, up-selling doesn't need to leave you with a bad taste in your mouth, but can be regarded as enhancing the customer's experience.Customer: “May I have a gin and tonic?”Server: “Sure, would you like your gin Beefeaters or Tanq or well gin?”  Suggest additional food items to customers without taking in consideration their needs, and it will be perceived as a sales pitch.  But do up-sell properly give a couple of options for the customer to consider, but not too many. Too many options will most likely create confusion.  Also, respect the 25% up-sell rule.  This means, that as a waiter, you should try to not suggest food items that are too expensive from what the customer had in mind. This can backfire and can come across as a sales tactic, trying to push a much more expensive dish.  Many waiters view up-selling as intimidating. They either don't feel comfortable enough to suggest a better option to the customer or they don't want to bother the customer with suggestions thinking that if the customer already decided.  While some customers are already decided before you can suggest an option, many customers may not know what they want, but they may also not be aware of other options available.  Wouldn't you want to be informed of better options when going out for dinner?  What you should keep in mind is that you should not treat the customer as a revenue opportunity. When the customer’s needs and wants are met, it's more likely that the customer will return back to your location or spread the word of how great the experience was.  Good word of mouth publicity is priceless.Technique 5 - Use descriptive language  When I go out to dine, I usually hear or overhear descriptions from waiters that are a bit fake or not convincing, to say the least. I do not want my waiter to describe me an amazing dish by using the same script the waiter used at the next table. 31

 As a waiter, you can improve how you use descriptive language when you want to suggest an option to a customer by reading the menus from other restaurants, reading other descriptions, but make your own in the end with a touch of your own personality.  Let's see two examples here.  In the first example, the waiter asks the customer: “Would you like some dessert?” if the customer is done with her/his dinner or the customer is indecisive, the answer will probably be “No, thank you.”  In the second example, the waiter can ask the customer: “To finish your dinner with something sweet, today’s special is a delicious chocolate cake, with raspberry glaze and cherries on top. Would you like to try it?”  I can bet that even if the customer was indecisive, there's a high percentage that the customer will consider getting that chocolate cake is rising up, due to that amazing description and the waiter’s approach.  Even if that description above is not the most amazing one, but said with the right tone, with a smile, having an open personality, it will reach the customer.  These two examples illustrate the power of descriptive language.  The question “Would you like some dessert?” was put at the end of the description of the cake. Don't just ask “Would you like some dessert?” without being descriptive about the dessert. Activate senses and taste buds.  Depending on your restaurant, if it's a bit more upscale, using more sophisticated words can work better. Whereas in the contrary, using sophisticated works in a more quick-service restaurant, can come across as posh.4.3 Things to be remember while presenting menuPresenting The Menu:-* Never give a dirty menu to a customer, as this would create a bad impression of the establishment.* Make sure that all of the menus are facing the right way.* Make sure that you have enough menus for everyone at the table.* Wine/Beverage List to be presented first.Inform the guest about the wine /beverage list1. The F&B Personnel should present the appropriate menus (Beverage /food) and introduces theserver for the table.Menus should be presented open, from the right side*Phrase while presenting Menu” May I present the Beverage/ Food menu Mrs./Mr. ……..”Menu should be presented half open. *Menu should be presented form right hand side. *Phrase while presenting menu “This is the beverage/food menu. Mrs. /Mr.………….”. 32

3. Start with the ladies first, presenting an opened menu to each guest. 4. Daily specials and promotions (weather mentioned on the menu or not) should be mentioned to the guest upon menu presentation. (I would like to inform you of our daily specials….”) 5. Let the guest know if there are any items that are not available.6. Inform the guest about ongoing buffet: your buffet to the guest by saying: May I suggest our(according to the meal period): Breakfast buffet which consist of …. Luncheon buffet which consistof ….. Dinner buffet which consist of…. 7. During lunch or dinner time present the wine/beverage menu followed by food menu. 8. If the guest seems to be in hurry, ensure that beverage order is taken immediately and offer to take the food order at that time or return later.4.4 Electronic order taking This computerized system enables electronic management of food and beverage orders. A main terminal enables data input to the system. This data comprises the menus for all the restaurants hooked up to the system, along with prices of each item. This information could be input by the F & B Manager or receptionist. Each outlet has its own terminal that displays the menu. This is a touchscreen as there is no keyboard like a normal computer. Printers are an integral part of the system and they are present in each of the food outlets, as well as in the kitchen. Checks must be made before shifts to ensure the screens are ‘up’, and the printers have toner and paper. As an order is taken by waiting staff, the order is entered into the system, via the touchscreen terminal. A ‘table tracking’ facility is activated so that dishes can be added to the initial order, and a track can be kept of the order for the nominated table number. The system also has a facility for each table to have seat numbers assigned to their particular order. The order is then sent to the required service point, which will normally be the kitchen and may include the bar. The order is printed out in the service area, detailing not only the items required, but also the table number, time and the name and/or number of the waiter. Orders may be changed as guests change their minds, or as other circumstances dictate. Food and beverage orders can be entered at the one time, or using the table tracking facility, separately by different waiters. Items that have been incorrectly entered can be deleted and items can be voided. Both food and beverage can be added to the account during the meal. Entering a dish or a beverage automatically triggers the designated selling price. When the guest requests their account, the system enables printing of their bill. Various adjustments can be made to the account enabling discounts and vouchers to be used. The system allows payment by cash, cheque, and credit card or via account. Payment may also be made by any combination, such as half in cash, half by credit card. At the end of the shift, a summary can be printed detailing various aspects of the takings for that period. A breakdown of cash sales, credit card sales, voucher sales, cheque sales, cash out, discounts and gratuities. Sales by table and staff 33

member are also available. The system also enables the handling of advanced deposits. Normalreconciliation, cash handling and security procedures apply during the shift, and at the end of tradeHand-held electronic order padsThese, as the name suggests, are small hand-held ordering devices (PDAs) that waiters take totables instead of using handwritten order pads. A pointer is used to navigate the screen and ‘keyin’ the order which is then communicated to a printer: In the kitchen to let the kitchen staff knowwhat is required to a point-of-sale terminal to generate the account for the customer. Opinionappears divided as to the relative benefits and disadvantages of this system with many userspointing to the need for sufficient training in their use before they can be competently andprofessionally when taking an order. These devices integrate with other establishment systemssuch as the POS register and kitchen and bar printers and May: Reduce the errors that occur whenorders are taken Improve customer service levels Increase service speed4.5 Manual order taking processOrder taking is a skilful art that reflects the efficiency of both the waiter and the establishment. Anorder taken down clearly and precisely would ensure that each guest guests exactly what he hasordered and in the right sequence. This is also the time when a order-taker can prove hissalesmanship 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 himis the beverage menu card, more popularly known as the \"Wine List\". It is quite in order to suggestan appropriate cocktail or plain drink by saying \"May I recommend our barman's special BloodyMary or Planters Punch?” In this case, the waiter has given a definite choice and has limited it totwo items to make it easy for the guest to choose from. While taking down the order the waitershould have already decided on a code to associate the order with a guest. He may number theguest 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 logicalidentification system as long as the guest is ensured of his exact order. Many restaurants have apre-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 acheck or bill. In larger restaurants the order is taken on a Kitchen Order Ticket (K.O.T), which hascopies, the number depending upon the establishments control system. Usually the original copyof the KOT goes to the kitchen or bar while the second copy goes to the cashier for the preparationof the check or bill, while the third copy is retained by the waiter to aid him to give a proper service.When taking down the food order it is prudent to allow the guest some time to decide. A guestdoes not appreciate being bustled into giving his decision. Polite suggestions may be given to helpthe 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 thereforerequired to be conversant with the preparation and final presentation of dishes listed on the Menu 34

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 cocktailsauce, 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 sequenceis according to what range the establishment offers. The normal sequence would be:· Appetizer· Soup· Main Dish· Sweet Dish· CoffeeNormally the dessert and coffee order is taken after the main meal is completed. Someestablishments have separate Dessert Menu Cards, which offer a range of hot and cold desserts,flambé desserts, ice creams and coffee.Rules for Conduct in the Restaurant:Physical1) Present a well-groomed, neat appearance.2) Always stand erect in the restaurant. Do not slouch or lean3) 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.Etiquette1) 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 35

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.4.6 Function of KOT/ BOTKITCHEN ORDER TICKET (KOT)KOT is a written document which is given to the kitchen in exchange of any dish or any itempicked up from the kitchen.BOT is a written document similar to the KOT which is given to the bar in exchange of anybeverages from the bar.Importance:1. Establishes appropriate co-ordination between the kitchen & service personnel.2. Helps to avoid chaos or confusion at the food pick up counter.3. It establishes accountability.4. Facilitates proper control system.5. Helps to raise a bill for settlement6. A post analyses will give an exact idea about the high selling and non-selling dishes on a menucard.4.7 Placing food orders in the kitchenContent will be added soon…4.8 Carrying food orders from kitchenContent will be added soon…4.9 Cutlery adjustment after guest orderCutlery will need to be adjusted on the guest table throughout the service in accordance with therequirements of each course and must be done with discretion and speed to ensure minimaldisturbance to the guest. Procedure: 36

1. Based on the order placed by the guests, cutlery may need to be removed or added from thestandard table setup.2. The service team member should check the food order once it has been input into the POSsystem to ascertain what cutlery adjustments need to be made.3. Any additional cutlery needed should be retrieved from the side station making sure it is cleanand polished.4. Cutlery should always be carried to and from the guest table on a linen covered tray.5. Cutlery adjustments should be made from the right, in the same sequence as the food order wastaken.6. Cutlery should be removed and placed quickly and efficiently, always taking the time to use apolite form of excuse for the interruption.7. During the service, any cutlery that is dropped or requested by the guest must be replaced in thesame manner. 37

Unit 5: Food and Beverage Service Control5.1 Introduction of F&B control systemFood and beverage control may be defined as the as the guidance and regulation of the costs andrevenue of operating the catering activity in hotels, restaurants, hospitals, schools, employeerestaurants and other establishments. The importance of food and beverage control needsconsiderable emphasis.In hotels, food and beverage sales often account for up to half of the total revenue, while inrestaurants, food and beverage sales are the main or the only source of revenue. The cost of foodand beverages in the commercial sector is usually in the region of 25–45 per cent of the totaloperating costs. In hospitals, schools, employee restaurants and similar operations, food andbeverages are the main day–to–day expenditure, which is controlled by budgets and/or a level ofsubsidy, either on a total company or on a per unit basis. The amount of control is related to thesize of the operation.A large group of operation obviously requires much precise, detailed, up–to–date information, andits provision is often aided by the use of computers. A small operation, such as an owner–operatedrestaurant, often cannot afford, nor does it need, the same level of sophistication of control. In bothinstances the type and volume of data required needs to be selectively determined if control is tobe meaningful and effective. It is important at this stage to clarify the limitations of a controlsystem.1. A control system in itself will not cure or prevent problems occurring. An effective system isdependent upon correct up–to–date policies and operational procedures. But the system shouldidentify problems and trends in the business.2. Control system will required constant management supervision to ensure that its functionsefficiently.3. A control system will need management action to evaluate the information produced and actupon it.5.2 Food and beverage control processFood and beverage control is an important process that monitors the movement of food andbeverage products from the time they are purchased to the time they are consumed by guests. It isthe system by which the management reviews and evaluates the result of entire activities of thefood and beverage operation.Need and Importance of Food and Beverage Control  To ensure that misappropriation of food and beverage doesn’t take place.  To identify those points where food and beverage cost goes beyond expectation.  To take necessary corrective measures that bring the costs with a standard set by the establishment.  To make an ideal budget and plan about food and beverage expenditure for next or following years. 38

 To monitor the income and profit.  To minimize spoilage, pilferage, and wastage of materials.Food and Beverage Operation Control CycleStep 1: Purchasing  Develop purchase specification  Supplier selection  Purchasing correct quantities  No collusion between property and supplier  Evaluation of purchasing processStep 2: Receiving  Quality and quantity inspection clerical procedure  Development of receiving procedures  Completion of necessary receiving reports (e.g., addressing financial and security concerns)Step 3: Storage  Effective use of perpetual & physical inventory systems  Control of product quality  Securing products from theft  Location of products within storage areasStep 4: Issuing  Product rotation concerns  Matching issues (issue & usage)  Purchasing as inventory is depletedStep 5: Preparation and control  Minimizing food waste / maximizing nutrient retention  Pre-costing  Portion control  Standard portion size and amount\  Requirements for food and employee safetyStep 6: Service  Timing of incoming F&B orders  Delivering  Presenting  RemovingStep 7: Sales  Checking  Control of cash and accounting procedure  Revenue management concernsStep 8: Accounting  Food and beverage control report  Food cost analysis and comparison  Correction  Gross and net profit 39

5.3 Food and beverage control formats/formsThere are a variety of control forms/ formats and sheets that are widely used for smooth andsystematic operation in the hotel organization. They are:  KOT and BOT  Restaurant Bill/Check  Store Room requisition form  Standard recepie  Portion control  Receiving and issuing goods  Stock cards  Bin Card  Daily sales statement  Daily Bar inventory and consumption sheet5.3.1 KOT and BOTThe term KOT and BOT abbreviately means 'Kitchen order ticket' and 'Bar order ticket 'respectively. They are control systems used in the majority of medium and large-first class cateringestablishments. Food and beverage order slip (or docket) is only used to take order of meals anddrinks from the guest. Usually captain/head waiter takes the guests' order after presenting themenu. The color of KOT may be green for first copy, yellow for second copy and third copy maybe white without print. The first copy of BOT may be red, second copy may be white and thirdcopy may be pink without any print. The system of KOT / BOT is made in the following:  Triplicate (KOT / BOT)  Duplicate cum bill (KOT BOY)  Duplicate (KOT / BOT)  Pre-ordered (single card) 40

Specimen of KOT/BOTNo. 001 Pipaldali Restaurant Phulbari-12, Pokhara Lekhnath, Kaski KOT/BOTDate: Description No. of Cover:Table No.: Service No.:Time: Cover NoQty.For house guest only: Order Taker SignatureRoom No.:…………..Room Plan:………….TriplicateThis is made in three copies and number of serial may be 50 (150 copies) to become a pad. Thetop copy goes to the supply point (kitchen / bar), the second copy goes to cashier billing, and thirdcopy (flimsy) being retained by the waiter for correct and efficient service.DuplicateThis is made in two copies and number of serial may be 50 - 100 (100 - 200 copies) to become apad. The top copy goes to the supply point, the second copy is at first retain by the waiter until theservice is completed, and thereafter given to the cashier for billing.Duplicate-cum-bill (KOT/BOT)This control system is more likely to be found in small hotel of restaurants, cafés a departmentstores. In this system, the order is taken in two copies. The first copy is given to the supply pointto place the order. The server retains the duplicate copy during service. As the service gets over,the server prices the ordered items in the same duplicate copy and presents to the guest as bill. Aseparate bill may be provided, but only on request of the guest.Pre-ordered 41

In some hotels, pre-order methods are used to receive the order card, which also acts as menu. Itis used in the room service of the hotel. It is hung on the inside knob of the guest's room door.Guest wishing to place the order in advance need simply fill-up t card with the food items and timeof his choice. It is collected and the lower portion of t card is detached and sent to the billing officefor charging to the guest's account. To ensure efficient control, the waiter/captain must fill thedifferent information require in each column of the docket (KOT/BOT). They are as follows:  Date  Number of covers  Table number  Time of order  Name or cloak number of server  Signature of order taker  For houseguests: Room number and room plan should be entered.The purposes of KOT/BOT systems are as follows:  Docket communicates between cooks and waiters/captains.  The correct meals and drinks are served at the right table and guests at the right time.  It helps the kitchen to prepare food in sequence.  It helps the cashier in compiling the bill of sold food/beverage items.  Management is able to assess sales over a financial period and make comparisons.Subsequently, the controller receives and compares these copies to ascertain that there are nodiscrepancies. If he finds any, a discrepancy report is filled and sent to the food and beveragemanager for remedial action.5.3.2 Restaurant Bill/CheckBill is written statement of money owned for product and services supplied. A bill of exchange isa document raised by seller and signed by a customer starting that the customer accepts that heowned the seller money. It is settled then and there or is assured to be paid at a later time or date,as per the agreement.A proper billing system for payment is very essential in catering industries. It helps in the benefitof overall business. 42