FOOD & BEVERAGE CHART (HOTEL)

FOOD & BEVERAGE MANAGER

BANQUETE MANAGER
BAR MANAGER RESTAURANT MANAGER

AST. BAR MANAGER AST. REST. MANAGER AST.BQT. MANAGER

HEAD BARTENDER REST.SUPERVISOR BQT.SUPERVISOR

BARTENDER REST. CAPTAIN BANQUETE CAPTAIN

BAR WAITER/SS WAITER/SS BQT. WAITER

FOOD & BEVERAGE CHART (CRUISE SHIP)

FOOD & BEVERAGE MANAGER

BAR MANAGER RESTAURANT MANAGER

AST. BAR MANAGER AST. REST. MANAGER

CELLAR MASTER

HEAD BARTENDER SOMMELIER HEAD WAITER

BARTENDER WAITER/SS

BAR WAITER/SS AST. WAITER/SS

UTILITY BAR / BAR BOY SNACK STEWARD

1
BAB 1. Food and Beverage Services - Basics
Food and beverage services sector contributes a great deal to the profits in hospitality
industry. With the increase in importance of business meetings, a range of personal
and social events, a large number of customers visit catering establishments
frequently. The food and beverage professionals tirelessly work to intensify
customers’ experience through their service.
The F&B Services providing businesses deliver food and beverages to their
customers at a particular location (on-premise) such as hotel, restaurant, or at the
customer’s intended premises (off-premise).

F&B Services – Definition

Food and Beverage Services can be broadly defined as the process of preparing,
presenting and serving of food and beverages to the customers.
F&B Services can be of the following two types −
• On Premise − Food is delivered where it is prepared. The customer visits the
premise to avail the food service. The premises are kept well-equipped and
well-finished to attract customers to avail F&B service.
For example, restaurants, pubs, etc.
• Off Premise or Outdoor Catering − This kind of service includes partial
cooking, preparation, and service at customer’s premises. It is provided away
from the F&B Services provider’s base on the occasion of major events which
call for a large number of customers.

Types of F&B Services Operations

There are two broad types of F&B Services operations −
• Commercial − In this case, F&B Services is the primary business. The most
known commercial catering establishments are — hotels, all kinds of
restaurants, lounges, cafeterias, pubs, clubs, and bars.
• Non-Commercial − Non-commercial operations are secondary businesses in
alliance with the main business. These F&B services mainly cater to their
consumers with limited choice of food and beverages. These establishments
often run under contracts. For example, food and beverage services provided
at hospitals, hostels, and prisons.
In this tutorial, we mainly consider commercial food and beverage service sector. Let
us first understand some common forms of F&B service.

2
What is Catering?
Catering is the business of providing foods and beverage service to the people at a
remote location. It is a part of food and beverage service sector. For example,
arranging food services at a wedding location.

What is QSR?
These are the fast food outlets called Quick Service Restaurants where the food is
prepared, purchased, and generally consumed quickly. They are run with
convenience as a main factor. Branded outlets such as McDonalds and Nando’s are
QSRs.

What is FSR?
They are fine dining, family, specialty, ethnic, or theme restaurants called Full-
Service Restaurants where the food and beverage menu is wide and the customer’s
expectations are high. They are operated with customer satisfaction and experience
as the key factors.

BAB 2. Food and Beverage Services - Cycle

Food and Beverage Services come only after preparing what is to be served. Most
food and beverage service businesses operate in the following cycle −

The upper half depicts food preparation related functions, whereas the lower half
depicts food and beverage service to customers.

3
Food and Beverage Service Objectives
The food and beverage service is looked as a means of achieving satisfaction and
making yourself feel comfortable in today’s world. The main objectives of this service
are −
• To satisfy the following needs −
o Physiological − The need to taste different varieties of food.
o Economical − The need to get F&B Services at the invested cost.
o Social − The need to find friendly atmosphere.
o Psychological − The need to elevate self-esteem.
• To provide high quality food and beverages.
• To provide friendly and welcoming atmosphere.
• To provide professional, hygienic, and attentive service.
• To impart value for money.
• To retain the existing customers and to bring in new ones.

BAB 3. Food and Beverage Services -

Terminology
The following terms are frequently used in F&B services −

S. Term & Meaning

No.

1 Back bar
A range of shelves displaying glassware and bottles.

2 Banquet
A sit-down meal served on the occasion of a formal or informal event such as a
wedding party or a conference.

3 Binge Drinking
Drinking too much in a single session.

4 Buffet

4
 A dining system where the guests serve themselves. Popular with a large number
of guests and a small number of workforces.

5 Cocktail
Any mixed drink prepared using alcohol.

6 Condiments
Spices, sauce or other food preparations used to enhance the flavor or to
complement the dish.

7 Crockery
Plates, dishes, cups, and other similar items, especially ones made of glass,
earthenware, or china clay.

8 Cross-Contamination
It is a process of unintentional transfer microorganisms from one substance or object
to another, with harmful effect.

9 Croutons
Crispy cubes of bread

10 Cutlery
Knives, forks, and spoons used for eating or serving food.

11 Deli
A store that sells pre-cooked fine food.

12 Dram Shop
American term for ‘Alcohol Bar’.

13
Gueridon Trolley
A trolley used in F&B Services business on which the food can be cooked, finished,
or presented to the guest at the table.

14 High Ball (Long Drink)

5
 Alcoholic beverage mixed with a large volume of soft drink and served in a tall glass
with straw.

15 Mocktail
A non-alcoholic drink prepared using fruit juices or other soft drinks.

16 Pathogen
It is a biological agent that causes disease to its host.

17 Platter
A large flat dish or plate for serving food.

18 Pub
British name for ‘Public House’, an establishment licensed to serve alcoholic drinks.

19 Shot Ball (Short Drink)

Alcoholic drink consumed in a gulp. It is served in shot glass.

20 Situ
On site, locally.

21 Spot Checking
Regular surprise checking conducted to review standardized recipes and food
products to maintain quality.

22 Station
A set of tables allocated to waiters in the F&B Services establishment.

23 Table Cover
It is the area on the table for plates, glasses, and cutlery for single person.

24 Tines
Parallel or branching spikes of a fork.

6
 25 Toque
Cooks cap with multiple folds represents the many different ways a chef knows to
prepare a dish.

BAB 4. Food and Beverage Services -

Organization
The food and beverage service are part of the service-oriented hospitality sector. It
can be a part of a large hotel or tourism business and it can also be run as an
independent business. The members of the F&B Services team are required to
perform a wide range of tasks which include preparation for service, greeting the
guests, taking their orders, settling the bills, and performing various other tasks after
the guests leave.
Let us see the F&B services in hotels, structure of F&B department and ancillary
services in a hotel.

Food and Beverage Services in Hotel

Most of the star-ranked hotels offer multiple F&B services in their hotels. They can be
−

• Restaurant
• Lounge
• Coffee Shop
• Room Service
• Poolside Barbecue/Grill Service
• Banquet Service
• Bar
• Outside Catering Service

Structure of F&B Services Department

The F&B Services personnel are responsible to create the exact experience the
guests wish for. The department consists of the following positions −

Food & Beverage Service Manager

The Food & Beverage Service Manager is responsible for −

7
 • Ensuring profit margins are achieved in each financial period from each
department of F&B service.
• Planning menus for various service areas in liaison with kitchen.
• Purchasing material and equipment for F&B Services department.

Assistant Food & Beverage Service Manager

The Assistant Food & Beverage Service Manager is aware of and is tuned to all the
work the F&B Services Manager performs and carries out the same in the absence
of his superior.

Restaurant Manager

The Restaurant Manager looks after the overall functioning of a restaurant. The
responsibility of this staff member includes −

• Managing the functions in the dining room

• Ordering material
• Stock-taking or inventory checking.
• Supervising, training, grooming, and evaluating the subordinates
• Preparing reports of staff and sales
• Managing budgets
• Handling daily sales and coordinating with cashiers

8
Room Service Manager

The Room Service Manager is responsible for −

• Selecting, training, encouraging, and evaluating all junior employees

• Ensuring that cultural values and core standards of F&B
department/establishment are met
• Controlling labour expenses through staffing, budgeting, and scheduling
• Handling guest complaints
• Providing special requests

Banquet Manager

The Banquet Manager is responsible for −

• Setting service standard for banquets

• Forecasting and allocating budgets for various types of events such as
conferences, meetings, etc.
• Achieving food and beverage sales
• Controlling chinaware, cutlery, glassware, linen, and equipment
• Handling decorations and guest complaints
• Providing special requests
• Purchasing required stock by following appropriate requisition procedures
• Following up each function by receiving guest feedback and submitting it to
F&B Manager
• Participating in departmental meetings
• Planning and pricing menu
• Training, grooming, and development of staff underneath

Bar Manager

The Bar Manager is responsible for −

• Forecasting the daily flow of customers

• Allocating right number of staff according to customer influx
• Managing and monitoring bar inventory from store to bar
• Tracking all types of drink sales
• Allocating cleaning and tendering tasks

9
Food Safety Supervisor (FSS)

A Food Safety Supervisor is a person who is trained to recognize and prevent risks
associated with food handling in an F&B Services business. He holds an FSS
certificate that needs to be no more than five years old. He is required in an F&B
Services business so that he can train and supervise other staff about safe practices
of handling food.

F&B Ancillary Departments

Food and Beverage department relies upon the support of the following departments
−

Kitchen Stewarding

The Kitchen Stewarding department strives to ensure cleanliness, preparedness, and

orderliness in the commercial kitchen so that the kitchen staff can work efficiently. It
also ensures that all the tools and utensils required for a specific meal or cooking task
are cleaned properly and are ready to go. The kitchen steward is a working link
between the F&B Services and the commercial kitchen.

Dishwashing

The Dishwashing department is responsible for providing clean and dry supply of
glassware, chinaware, and cutlery for bar, banquet, lounge, and restaurant service.

Laundry

The F&B department is highly reliable on laundry department or outsourced laundry

services for timely supply of dry-cleaned and wrinkleless linen.

F&B Staff Attitudes and Competencies

Each member of the F&B department hierarchy needs to have the following traits and
skills −

Knowledge

Awareness of one’s responsibilities and roles, appropriate knowledge of food items,

food and beverage pairing, etiquettes, and service styles is a great way to build
confidence while serving the guests.

10
Appearance

It creates the first impression on the guests. The F&B staff members must maintain
personal hygiene, cleanliness, and professional appearance while being on duty.

Attentiveness

Attentiveness is paying sincere attention to details, memorizing the guests’ needs

and fulfilling them timely with as much perfection as one can put in.

Body Language

The F&B Services staff needs to conduct themselves with very positive, energetic,
and friendly gestures.

Effective Communication

It is very vital when it comes to talking with co-workers and guests. Clear and correct
manner of communication using right language and tone can make the service
workflow smooth. It can bring truly enhanced experience to the guests.

Punctuality

The F&B Services staff needs to know the value of time while serving the guests.
Sincere time-keeping and sense of urgency helps to keep the service workflow
smooth.

Honesty and Integrity

These two core values in any well-brought-up person are important for serving the
guests in hospitality sector.

BAB 5. F & B Services - Types of Service

There are a number of service styles to be followed when it comes to how food and
beverage should be served to the customers. The following are the most prominent
styles −

11
Table Service
In this type of service, the guests enter the dining area and take seats. The waiter
offers them water and 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 Service

Here, the host contributes actively in the service. The waiter brings food on platters,
shows to the host for approval, and then places the platters on the tables. The host
either makes food portions and serves the guests or allows the waiter to serve. To
replenish the guests’ plates, the waiter takes the platters around to serve or to let the
guests help themselves. This is a common family service in specialty restaurants
where customers spend more time on premise.

American or Plate Service

The food is served on guest's plate in the kitchen itself in predetermined portion. The
accompaniments served with the food, the color, and the presentation are determined
in the kitchen. The food plates are then brought to the guest. This service is commonly
used in a coffee shop where service is required to be fast.

French Service

It is very personalized and private service. The food is taken in platters and
casseroles and kept on the table of guests near their plates. The guests then help
themselves. It is expensive and elaborate service commonly used in fine dining
restaurants. This service has two variants −

12
 • 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 Service

In this service, partially cooked food from the kitchen is taken to the Gueridon Trolly
for cooking it completely. This partial cooking is done beside the guest table for
achieving a particular appearance and aroma of food, and for exhibiting
showmanship. It also offers a complete view of food. The waiter needs to perform the
role of cook partially and needs to be dexterous.

Silver Service

In this service, the food is presented on silver platters and casseroles. The table is
set with sterling silverware. The food is portioned into silver platters in the kitchen
itself. The platters are placed on the sideboard with burners or hot plates. At the time
of serving, the waiter picks the platter from hot plate and presents it to the host for
approval and serves each guest using a service spoon and fork.

13
Russian Service

It is identical to the Cart French service barring the servers place the food on the
platters and serve it from the left side.

Assisted Service
Here, the guests enter the dining area, collect their plates, and go to buffet counters
and help themselves. The guests may partially get service at the table or replenish
their own plates themselves.

Buffet Service

It this type of service, the guests get plates from the stack and goes to buffet counter
where food is kept in large casseroles and platters with burners. The guests can serve
themselves or can request the server behind the buffet table to serve. In sit-down
buffet restaurants, the tables are arranged with crockery and cutlery where guests
can sit and eat, and then replenish their plates.

14
Self Service
In this type of service, the guests enter the dining area and select food items. They
pay for coupons of 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 Service

This 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 are provided to eat food at narrow tables. It is a quick service.

15
Single Point Service
In 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 of Single Point Service.

Food Court

This is an array of autonomous counters at which the customers can order, eat, or
buy from a number of different counters and eat in adjacent eating area.

16
Kiosks

The customer enters the choice and amount of money physically and the machine
dispenses what customer demanded accurately.

Take Away

Customer orders and avails food and beverage from a single counter and consumes
it off the premises.

Vending

The customer can get food or beverage service by means of automatic machines.
The vending machines are installed in industrial canteens, shopping centers, and
airports.

17
Special Service
It is called special service because it provides food and beverage at the places which
are not meant for food & beverage service. The following are the different methods
of special service.

Grill Room Service

In this type of service, various vegetables and meats are displayed for better view
and choice. The counter 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 Service

Method of service of whole or part of meal on tray to customer in situ, such as

hospitals, aircraft, or railway catering.

Trolley/Gueridon Service

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 Delivery

Food delivered to a customer’s home or place of work. For example, home delivery
of pizza or Meals on Wheels.

18
Lounge Service

Service of variety of foods and beverages in lounge area of a hotel or independent

place.

Room Service

Here 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 service order taker.
The waiter receives the order and transmits the same to the kitchen. Meanwhile, he
prepares his tray or trolley. He then goes to the cashier to prepare and take the bill.
He then takes the bill along with the food order for the guests’ signature or payment.
Usually clearance of soiled dishes from the room is done after half an hour or an hour.
However, the guest can telephone Room Service for the clearance as and when he
has finished with the meal.

BAB 6. Food and Beverage Services - Outlets

Today, numerous types of food and beverage service outlets have come up in the
market. They offer a wide range of food and beverage services that the customers
can avail. The extent of service depends upon the type of service outlet. They include
drive-through service of fast food where the customers can purchase their favorite
food without having to leave their cars and pick-up points where food is delivered in
minutes. There are also some elite class fine dining outlets which exhibit classy
articles in the house and provide elaborate food services.
Here are some famous types of food and beverage outlets −

Outlet Menu Ambience Service

Wide menu for Soft instrumental

breakfast, lunch, music, soft
Self or Assisted service
and dinner with lights, formal
provided 24X7, round the
hot and cold ambience, all
clock. The traveller
Airport Lounges beverages, appealing for
selects food and
salads, main having meals at
beverage of choice, and
meals, and leisure and
takes to the table himself.
desserts. resting gracefully
at the airport

Wide menu of Informal, relaxed

soft drinks, atmosphere, Push-low seating, speedy
Bars alcoholic energetic music, service of cocktails,
beverages, and colourful flashy mocktails, and snacks.
light snacks. lights.

19
 Short dining Attached to
menu with less educational Self or assisted, pre-
Cafeterias food options. institutes or plated, low priced
Follows cyclic industrial service.
meal plan. organizations

Short menu with Informal

hot and cold ambience with Quick and mid-priced
Coffee Shops beverages, light music and service for high customer
snacks, and light moderate turnover.
meals. lighting.

Strobe lights,
laser lights,
Menu with dance floor, Entry permission for
Discotheque/Nightclubs snacks and lively music, couples or members on
beverages. informal and charge, assisted service.
energetic
atmosphere.

Elaborate menu
of single or
Modestly
multiple cuisines
Family/ Casual Dining furnished, Assisted, mid-priced
which may
Restaurants Casual service.
change
atmosphere.
according to the
operating hours.

Limited menu of Speedy service,

hot and Cold minimum table service.
beverages with The food is prepared in
easily prepared Catchy trendy the kitchen, placed in the
and fast meals coloured trays, and passed to the
Fast Food Outlets
cooked in furniture, lights, person at the counter,
advance and and music. who then delivers to the
kept warm. customer. The customer
picks up the trays and
consumes it on premise.

20
 Speedy service with
minimum personal
Multi-cuisine
attention. The customers
food outlets are
pick up food and
Multi cuisine located around
Food Courts beverages of their choice
menu. modestly kept
from multiple outlets
central dining
around and sit in the
area.
central dining area to
consume.

Grilled meat or Attached to star

sea food with hotels, gardens,
alcoholic/non- or independent,
According to hotel
Grill Rooms alcoholic may have open
policies.
beverages. kitchen. Eye-
catching
counters.

Roasted meats, Located near

crunchy swimming pools,
Poolside Barbeque vegetables, and Informal, relaxed Self/assisted service.
seafood with atmosphere,
wines and beer. energetic music.

Mostly alcoholic Informal and

menu with social ambience
Push-low seating, self, or
Pubs snacks. with less lighting
assisted service.
and more
chatting.

Specific menus Follows specific Uniform of the service

such as theme. Interior staff, linen, and service
Specialty/Ethnic Chinese, Italian, Decoration is in ware are according to the
Restaurants Indian, Thai, or line with the theme and from the
Mexican. theme. country where the food
originates.

Limited or Frontend counter Pickup service where

Take-away Counters elaborate menu for selling is customer places order,
waits till it is completed,
and picks the food and

21
 of food and attached to the beverages to consume
beverages. pantry. them off-premise.

Architecture,
lighting, and
Limited menu music induce the
American/Assisted
Themed Restaurant that is based on feel of the
service.
the theme. theme. Mostly
informal
ambience.

Pre-packaged Located in high

chips, portioned labor cost and
Vending Machines foods, canned limited space Complete self-service.
beverages. areas such as
transport hubs.

General Layout of F&B Outlets

Appropriate architecture of F&B outlet makes it prepare, present, and serve in
optimum way and increase productivity. These are few basic considerations for
various sections of F&B outlets −

Kitchen

It is farthest from the customers.

Store

It has large fridges, cupboards with multiple shelves, and lockers. It is attached to the
kitchen.

Pantry

It is being the area where food or beverage is prepared ready to serve, it is located
between the dining area and the kitchen.

Restrooms

There are two different schools of thought for location of restrooms − some experts
consider that the restrooms must be near the entrance and some think that it should
be isolated from entrance or dining area.

22
General Considerations for F&B Services Layout
While designing an F&B outlet, one needs to consider every factor that contributes to
the smooth running of operations right from food preparation, cooking, dish
presentation, serving, and all allied tasks.
While designing commercial F&B outlets, the following points are important −

• Target customer segment (Youth/Men/Women/All).

• Type of food (Light Food/Fast Food/Fine Dining).
• Manner of food production (Cooking/Grilling/Boiling/Baking/Steaming).
• Type of food distribution (On/Off Premise).
• Availability of carpet area.
• Number of staff required.
The kitchen is designed not to be directly visible. The chef cannot directly
communicate to the guests. The guest tables and chairs are placed away from
kitchen.

BAB 7. Food and Beverage Services -

Operations
Food and Beverage Service operations involve a multitude of activities which engage
the staff right from purchasing raw material, preparing food and beverage, keeping
the inventory of material, maintaining service quality continuously, managing various
catered events, and most importantly, analyzing the business outcomes to decide
future policies.
Let us look into the operations involved in F&B service −

Product Cycle in F&B Service

The purchasing department in F&B Services is responsible for purchasing, storing,
and issuing the supply of raw food items, canned/bottled beverages, and equipment.
The following is a typical product purchasing cycle −

23
The purchasing department works with accounts department to keep the information
on allocated budget and balance budget.
The following factors influence purchasing −

• Size of F&B Organization

• Location of F&B Organization
• Availability and Size of Storage Space
• Organization Budget and Policies
• Availability of the commodity due to season

Purchasing Product

The purchaser is responsible for purchasing a product. He studies the market, and
analyses and selects suppliers, wholesalers, and the contemporary market prices.
He then liaisons with suppliers and wholesalers to get good material at fair price and
purchases the required commodities by following appropriate purchase procedures.

24
Receiving the Product

The receiver receives the products from the suppliers. He checks the product for right
quality and quantity. He deals with the delivery personnel from the supplier’s end and
signs on the related receipts.

Storing and Issuing the Product

The store men carry out the task of storing received supply and issuing it to respective
departments. They update the stock database, and manage old and new material in
the stock. They also keep record of stock to the latest date.

Preparing and Presenting an F&B Product

This includes preparation of various food items and fresh beverages. The cooks
prepare various foods and the bar tenders prepare cold beverages such as mocktails
and cocktails. They also make the dish most presentable by arranging food on platter
and decorating it in an attractive manner. The beverages are also decorated by using
fruit slices, decorating the glasses, sippers, and stirrers.

Consuming the F&B Product

This part is played by the guests. At the service end, the respective staff takes
inventory of the consumed and balanced stock of food and beverages and keeps it
updated to latest figures.

Maintaining Food and Beverage Standards

It is very vital for an F&B Services organization or an F&B department in a large hotel
to keep their standards of food and beverage high. If the quality of food and beverage
along with the best service is what the guests liked, then the chances of the guests
coming repeatedly and singing praises of what they received are high.

Food and Beverage Standards

Any food and beverage service business has a great responsibility of serving
hygienic, safe, clean, and fresh food. The customers also rightfully question if the
food or beverage they consume at the F&B Services outlet is healthy, safe, and fresh.
For ensuring food safety, a system named Hazard Analysis and Critical Control Points
(HACCP) in Europe works to identify Critical Control Points (CCP) for the presence
of physical, chemical, and bacterial hazards to food. HACCP has set guidelines and
principles on producing healthy and safe food. It also enables food and beverage
businesses to adhere to consistent safety and quality of food production.
In India, Food Safety and Standards Authority (FSSA) works towards setting
standards for safe and hygienic food. In USA, Food Safety and Inspection Service
(FSIS) is responsible for the safety of meat, poultry, and processed egg products.
Also, the Food and Drug Administration (FDA) is responsible for virtually all other
foods.
25
Managing Buffets, Banquets, and Catered Events
Before planning and executing buffets, banquets, or catered events, the respective
managers and supervisors need to consider the following factors −

Type of Event

It can be formal such as seminars, meetings, or conference, or informal such as a

wedding reception, birthday party, employee outing, and alike.

Involvement of Various Persons

The participants such as decorating staff, planning staff such as managers, serving
staff, supervising staff, whole sellers, and the guests.

Event Requirements

It is important to know the date and time of event, the number of expected guests,
dance floor, audio or projector systems, or any special requirement demanded by the
guests before planning the event.

Decors

It includes flowers, table arrangement, center-pieces, candles, artificial

fountains/waterfalls, decorative art pieces, plants and pots; for both formal and
informal occasions with the involvement of décor artists. The display pieces may be
carved, baked, or assembled; made of edible or non-edible substances according to
the laid standards. The decoration needs to go in pair with the theme of the banquet,
buffet, or some event.

Menu

According to the time of event, it can include starters, salads, breads, main courses
(meats, poultry, or sea food), desserts (fruits, pastries, or frozen desserts),
beverages, accompaniments, and garnishes according to the establishment
standards. It must be hygienic, in-line with the occasion, and meeting the F&B
Services establishment standards.

Serving Equipment

Depending upon the requirement of guests and serving style, it can include
silverware, platters, table linens, and other required serving equipment. It also
includes size and shape of tables and chairs.

Serving Norms

According to establishment norms, serving right food at right temperature,

replenishing food platters timely, keeping the overall display neat and attractive,

26
storing food and managing beverage consumption after service, cleaning buffet or
banquet area, restoring plates, cutlery, Gurion trollies, and glassware after
completion of service.

BAB 8. F & B Services - Analysis & Decision

Making
The decision-making responsibility in an F&B establishment rests with the managers.
They have full access to the numbers, data, reports, and trends of the market as well
as knowledge of F&B establishments.

F&B Services Analysis

The F&B services managers need to conduct financial analysis and quality
analysis.
Financial Analysis is carried out in three steps −

Setting expectations (BUDGET)

The managers study current and future market trends and forecast expenses.
Budgets are prepared based on managers’ inputs.

Evaluating actual situation (INCOME STATEMENT)

The managers also keep a keen eye on present situation in which F&B Services is
functioning. They need to consider fixed costs such as rents and property taxes,
and variable costs such as material, advertisement, and music and entertainment
costs.

Analysing the difference (PROFIT/LOSS)

They come up with the difference and find out the reasons and apply the required
policies.
The Quality Analysis needs to consider the following factors while providing the food
product or service. Some of these factors are −
• Evaluating ongoing product analysis checklist that includes doneness, aroma
and taste of the ready dish, garnish, color, appearance, presentation, serving
portion, and alike.
• Evaluating the food or beverage product for safety against consumption.
• Evaluating weekly review of product deviation that includes date, product
name, problem, solutions, and recommendation.

27
F&B Services Decision Making
It includes coming up with corrective actions in case of certain unpleasant results.
The managers make decisions after going through the following steps −

• Identifying problems
• Identifying reason
• Determining a number of solutions
• Selecting a best solution
• Applying the solution
• Evaluating the solution
For example, the response for chilled cucumber soup is declining for the past four
months.
• Identify problems − Menu problem? Taste issue? Price issue? Serving
quantity or quality issue?
• Identify reason − Soup is outstanding on quality, portion of service, and taste
marks. But it is Winter and guests are preferring hot soups than the chilled
ones though it is on the lunch menu.
• Solutions − Can a hot variant of the same soup be developed? Can the soup
be replaced by a preferred alternative?
• Best solution − Shift chilled cucumber soup to summer-time menus and bring
in a new hot soup or a variant of one of the present soups that will potentially
rule the guests’ taste buds.

BAB 9. F & B Services - Menu Preparation

Food and beverages form an integral part of the human culture. Ever since human
culture started evolving, food and beverages preparation also went on finding new
ways. Today, every country flaunts a different line of food and beverages prepared in
authentic culinary ways.
Over the past several years, various food and beverages have been developed using
local crops, meats, fruits, and vegetables, and trying different recipes with them. This
manner of development contributed in the authenticity of the food and beverages to
a great extent.

What is Menu?
It is a detailed list of food and beverage offerings with their respective prices. It is
prepared by a food and beverage service businesses to keep the customers informed
about the availability of various F&B items.
A good menu must −

• Present clear, unambiguous information.

• Adhere to food safety and nutrition policies of the business.

28
 • Meet or outstrip guests’ expectations.
• Meet the quality standards of the business.
• Be truthful in describing the taste and preparations.
• Be strictly going with the production and service facilities of the business.

Restaurant Menu Preparation

The restaurant menu should be planned well by considering various aspects of the
food outlet. There are myriad menus available right from breakfast, lunch, small bites,
up to dinner. The following information is gathered before planning food and beverage
menu for a commercial kitchen.

• What kind of food outlet is it? (Vintage, Contemporary, Modern, Theme, Bar,
and more)
• What is the name of the outlet?
• What is the expanse of food items, their accompaniments, and beverages the
owner wishes to keep?
• Which information needs elaboration for food and beverages?
• What tone of language is required? (formal/informal)
• What types of names and category headings would best suit for the food and
beverage items?
• What design, images, colors, and typeface would look best for the menu?
• Are the graphic details relevant to the food outlet theme?
• How large should the menu be on paper?

These days, numerous apps such as MenuPro, FineDine, MenuExpress, InnMenu,

and more are readily available to create catchy and engaging menus. A good menu
design is a treat for eyes that drive the guests to place orders.

29
Depending upon the expanse of physical outlet and service, and the variety of food
and beverages it offers, the menu design and details change.

Menu Planning
This is the selection of menu in advance for an upcoming event. Menu planning plays
an important role in customer satisfaction.
Menu planning is beneficial in the following areas −

• Purchasing of essential material in advance.

• Pricing of the food.
• Guiding the food preparation.
• Evaluating the dietary needs.
• Evaluating the food in terms of necessary improvements.
The menu must be planned such that it goes well with the theme of the F&B outlet
and it must be a good bargain for food price and dietary value.

BAB 10. F & B Services - Ethnic Food Menus

There are various cuisines around the world. Each cuisine involves a lot of
preparation. The following most famous ethnic menus are prepared in various
cuisines around the world

Indian Food Menu

Indian food is perhaps as diverse as its culture and offers a lot more than curries and
gravies. It balances all tastes — savory, sweet, salty, and sour. Indian food broadly
goes according to the regions where it originates such as Northern, Southern,
Western, and Eastern. Within regions it is varied according to states such as
Kashmiri, Punjabi, Gujarati, Marathi, Keralite, Bengali, and so on. It is an authentic
combination of the base food paired with aromatic herbs nuts, and spices.
It includes various appetizers, snacks and their accompaniments, veg and non-veg
stews, various types of flat breads, plain or spicy lentils, rice preparations, sea-food,
street food, and sweets made of milk products and nuts.

30
Indian food is eaten using one’s clean fingers because that way, the flatbreads are
easy to portion. The spoons and forks are used for having snacks, curries, stews,
rice, curds, or sweets when the need arises. Authentic Indian food is generally served
in copper or brass bowls and plates or you can have it on fresh banana leaves
or Patravali (Plates made of dried leaves), which help to save efforts of cleaning and
disposing.
A few popular Indian foods are −
• Poha (beaten rice soaked and cooked by adding chopped vegetables and
cilantro)
• Aloo Bonda (Boiled, mashed, and flavoured potatoes enwrapped with lentil
flour and deep fried)
• Kadhai Panner (Savoury cubes of cottage cheese in thick tangy curry or
gravy)
• Veg Kolhapuri (Wholesome vegetables cooked in spicy red gravy)
• Rajma (Black beans cooked in spicy gravy)
• Biryani (Aromatic and flavoured rice dish cooked with vegetables or meat)
• Sarson-da-saag (Mustard leaves cooked with chili, garlic, and mustard oil)
• Jalebi (Coils of flour batter deep fried and dipped in sugar syrup)
• Gulab Jamun (Deep fried balls of milk powder and flour soaked into sugar
syrup)

French Food Menu

France boasts of a wide range of cuisines. The cuisines follow authentic traditional
cooking practices. French food caters to the preparation of appetizers, salads, soups,
stews, side and main dishes, and desserts. A large variety of classic food is prepared

31
using red and white meats. Recipes have evolved with seafood, fruits, cheeses,
vegetables, pastries, and chocolates using authentic sauces and dressings.

The following are some traditional French dishes are −

• Soupe a l'oignon (Onion soup in meat stock)
• Petits Pates a la Sage (Little pies of sage)
• Ratatouille (Traditional vegetable stew)
• Coq au vin (Rooster in wine)

Italian Food Menu

Italian food boasts of classically prepared pizza bases baked with savoury toppings
of vegetables, meat, and cheese. It also includes a wide range of pastas of various
shapes and sizes cooked and served with authentic Italian accompaniments and
sauces.
The local customs of baking and cooking provide a large array of soups, salads,
snacks, meals, and desserts from Italian cuisine. The food is often accompanied with
beverages such as wine, champagnes, or other similar drinks.

32
The following are some popular dishes in Italian cuisine −
• Bellini (a cocktail made with white peach puree and sparkling wine.)
• Caprese Salad
• Cacciuco (Seafood stew)
• Risotto Alla Milanese (Saffron Rice)
• Arancini Veneziani (Venetian Rice Fritters)
• Braciola (Italian Beef Rolls in Tomato Sauce)
• Spinach and Mushroom Lasagna (Baked sheets of flour separated by stew
and cheese)

Chinese Food Menu

They say, Chinese food is the tastiest in the world. It includes soups, snacks, and
meals prepared with rice, noodles, vegetables, meats, seafood, sauces, and
seasonings. The stir-frying manner of cooking brings crunchiness, texture, and adds
a great flavor to various Chinese dishes.

Chinese food is prepared with crunchy or leafy vegetables, bean sprouts, a variety of
mushrooms, bamboo shoots, tofu (soybean curds), and spices such as chilies,
ginger, Chinese celery, and garlic. The food is consumed using traditional chopsticks
and spoons. The table setting displays porcelain bowls and spoons for soup, a large
bowl for food kept on the flat plate underneath, Rice bowl, and a pair of chopsticks
with resting stand.

33
The following are some traditional Chinese dishes −
• Gong Bao Chicken (Diced chicken cooked with dried chili and fried peanuts).
• Ma Po Tofu (Tofu cubes cooked with pepper powder, ground beef, and green
onions).
• Wontons (Triangles of flour added in soup).
• Dumplings (Small dough disks filled with minced meat or spicy chopped
vegetables, closed, and steamed).
• Spring Rolls (fried cylindrical rolls that enwrap minced meat or vegetables).
• Chow Mein (Cooked and stir-fried vegetables in savoury sauce).
Chinese food includes a cup of tea as beverage. No aerated drinks are served as
part of authentic Chinese meal. Desserts are not commonly consumed in Chinese
cuisine except on special occasions. The meal is generally completed with fruits.

Thai Food Menu

Thai food is popular for the aroma it brings with the addition of lemongrass, lemon
leaves, galangal, chili, and aromatic herbs. The base food is vegetables, meats, eggs,
sauces, noodles, and rice. A complete Thai meal comprises of snacks, salads, soups,
one-dish meals, and desserts. It makes a blend of great taste and treat for eyes too.

As per the traditional customs, the soups are enjoyed along with rice and noodles;
not before. The rice or noodles are topped with the toppings of choice and consumed
with spoon. Some popular Thai dishes are –

34
 • Tom Yam Goong (Jumbo prawns in savoury hot and spicy sauce)
• Pad Thai (Noodles with tofu, sprouts, fried onion, chili sauce, and finely
powdered peanuts)
• Kuay Tiew (Noodles served in vegetables and meat broth)
• Gai Med Ma Moung (Chicken in soy sauce, garlic, honey, and cashew nuts)
• Kao Phad (Fried rice)
• Massaman Curry (Meat and potato cooked in cinnamon flavoured curry)

Mexican Food Menu

Mexican line of food is famous for spicy and tangy taste. It includes salads, snacks,
one-dish meals, elaborate meals, and desserts.

The basic food items in Mexican cuisine are −

• Tortillas (Corn flour or wheat flour disks)
• Fajitas (Grilled meat on tortilla)
• Tacos (Small tortilla partially enwrapping the filling)
• Quesadillas (Wheat or corn tortilla filled with cheese and meat or vegetables)
• Nachos (A Texan-Mexican or Tex-Mex snack with savory flavored tortilla
chips)
• Enchiladas (Corn tortillas rolled around a filling of cooked meat, seafood,
beans, or vegetables and covered with a chili pepper sauce and cheese)

35
 • Empanadas (Baked or fried stuffed bread or pastry)
Corn, black beans, native fruits and vegetables, herbs, and meats are integral
ingredients of Mexican food. A few popular Mexican dishes are −

• Chicken-mango-jalapeno salad
• Mango-pineapple salsa
• Prawn fajita with avocado cream
• Mexican chicken stew
• Grilled chicken nacho

BAB 11. Food and Beverage Services - Menu

Courses
The courses of meal around the world vary in number from as small as just one to as
wide as 17, in case of a traditional French meal. The courses are divided according
to what food one eats. There are different food profiles according to the country’s
culture and customs. Generally, there are at least three courses of a meal −

Starter

In this course, a welcoming appetizer that induces hunger is given to the guests. Also,
the guests can prefer soups accompanied with the bite-size savory snacks as side
orders in this course.

Main Course

During this course, main dishes with vegetables or meats accompanied with rice and
breads are served. In some cultures, such as Indian, the main dish is accompanied
with salads.

Dessert

This course signals the end of meal and is usually had with a cup of coffee.
Salads form an important part of diet in France. A typical French meal has an addition
of Salad Course. It is often accompanied by other courses such as Fish Course and
Cheese Course. There are cultures where people prefer to take one dish meal with
no elaborate and distinguished courses of food.

Broad Types of Menus

Depending upon what and how the food is made available to the guests, there are
following broad menu types −

36
Table D’hôtel Me

Table D’hôtel is a menu where the meal is combined with a number of food options
from each course. The guests can make their choice and order for a fixed price.
Irrespective of what the guest chooses or declines, the price remains the same.
Hence, it may also be called prix fixe or fixed price menu. Banquet menus,
children’s menus, and occasion menus cater to special occasions and are offered at
a set price.

A la carte Menu

A la carte is a multi-course or multi-category menu that comes with appetizers,

starters, sea-food, meats, side dishes, beverages, and alike. Each dish is offered at
a separate price. The guest can choose individual dishes to make own meal package.

Static Menu

In this menu, the typical types of meals are served yearlong with an occasional
change on some special days.

Cyclic Menu

Cycle menu includes different meals offered on different days of a week. The
cafeterias at educational institutes and otherwise use this menu which they can
repeat after a week or a month. Serving a feast on Sunday, offering special variants
of chicken on Fridays can add to the cyclic menu.
Let us now look at a few other menus which boost your platter and the F & B Services.

Dessert Menu

This menu displays puddings, cakes, tarts, ice creams, smoothies, fondues, sundaes,
sweet pies, and ice creams and frozen yogurts along with their respective prices.
Frozen Desserts − They are usually popular with people from all ages and walks of
life. They are always served chilled. The following are some mouth-watering frozen
desserts are −
Ice Cream/Gelato (Italian for ice-cream) − They are primarily same with just a little
difference in composition of milk, custard, water, and eggs. In India, frozen desserts
are prepared with thick full cream milk and fruit pulp or crushed nuts and saffron. It is
popularly known as ‘Kulfi’. Kulfi is served on stick or in terracotta pot called ‘Matka’.

37
Sorbet − It is a frozen dessert made of fruit juices, dessert wines, and ice shaves. It
is flavoured by a variety of edible food colours and essences. In contrast to ice cream,
frozen dessert appears icier than milky.
Frozen Yogurt − It is made by freezing flavoured yogurt. It also contains less fat,
sugar, and thus less calories as compared to ice creams.

Beverage Menu

This menu includes variants of tea and coffee, hot chocolate, juices, milkshakes,
mocktails, and so on. The wine menu includes wines, beers, liquors, types of water,
cocktails, and spirits with their respective serving quantities and prices.

BAB 12. Food and Beverage Services -

Beverages
Beverage is any liquid consumed by humans for quenching thirst, or merely for
pleasure. Beverages come in various types −

Non-Alcoholic Beverages
There are two types of non-alcoholic beverages.

Hot Beverages

These are served hot. Hot beverages typically include tea, masala tea (spiced tea),
milk, hot chocolate, and variants of coffee such as expresso, latte, and cappuccino.

38
Cold Beverages

These are served and consumed while chilled. Cold beverages include juices,
mocktails, coolers, cold versions of tea and coffee, milkshakes, carbonated drinks,
mocktails, and sherbets. The following beverages are famous in countries like India
−
• Buttermilk with a dash of powdered cumin seeds and salt.
• Aam Panna, a sweet and sour raw mango juice with a dash of cardamom in it.
• Tender coconut water locally called Nariyal-Pani.
• Sol Kadhi, thin coconut milk flavoured with Kokum and ginger-garlic-chili
paste.
There are a few cold beverages which come as cocktails and are prepared using
alcohol.

Alcoholic Beverages
These are served cold. Alcoholic beverages are intoxicating and contain ethanol,
commonly known as alcohol. Such beverages need to undergo fermentation and
distillation to generate alcohol contents. The percentage of alcohol varies in the range
of 0.5% to 95% depending upon the methods of fermentation and distillation.
• Wine, Cider, Perry, and Champaign are fermented alcohols.
• Beer, ale, and lager are fermented and brewed alcohols.
• Gin, Vodka, Whisky, Rum, Brandy, and Tequila are distilled alcohols.

39
If a beverage contains at least 20% Alcohol by Volume (ABV), it is
called spirit. Liquors are similar to spirits. The only difference is that liquors come
with added sweetness and flavoring. Liquors and spirits, both are strong alcoholic
beverages. The following are a few most popular alcoholic beverages −

Alcohol by
Beverage Process/ Raw Material Origin Volume
(ABV in %)

Beer is obtained by fermenting liquid Throughout the

Beer mixture of cereals such as corn, rye, wheat, world. 5 – 10
barley and yeast.

Brandy is obtained by distilling the

Brandy 40 – 50
fermented fruit juices.

Gin is obtained by distilling the fermented Holland

Gin 40 – 50
juice of Juniper berries with water.

Rum is obtained by fermenting Sugarcane Central/South

Rum 40 – 55
juice or Molasses for at least three years. America

Tequila is obtained by distilling fermented Mexico

Tequila 40 - 50
juices of Blue Agave plants.

Vodka is prepared by distilling starch or Russia

Vodka 35 - 50
sugar-rich plant matter.

Whisky is prepared by distilling fermented Scotland

Whisky 40 - 55
juice of cereal grains.

40
 Wines are obtained from fruits such as France/ South
grapes, peaches, plums, apricots, Africa/India
Wines 5 - 20
pomegranate. The fruits are crushed and
fermented in large containers.

Due to the unwanted side effects of alcohol on consumer and the society, it is the
responsibility of food and beverage service staff to verify the young customer’s age
before serving alcoholic beverages.

BAB 13. Food and Beverage Services -

Equipment
The equipment forms an inevitable part of food and beverage service. It plays an
important role to build the mood of the guests, to complement the outlet theme, and
to elevate guest experience. Right from the largest commodities used for food
preparation and interior decoration such as chandeliers or ovens to the smallest piece
of cutlery, furniture, or linen participate in creating overall ambience of the outlet.
Let us discuss in detail the equipment used in food and beverage services −

Furniture in F&B Services

Furniture is an important part of any F&B Services outlet. It needs to be strong, easy
to use and clean. The furniture plays an important role in bringing the look and
creating an ambience of the outlet. The furniture, fixtures, and fittings are fixed
commodities.

Indoor Furniture

It mainly consists of tables, chairs, push-down chairs, racks, and lockers.

Outdoor Furniture

It needs to be sturdy as well as attractive. It includes coffee tables and chairs, bar
chairs, dining sets, day beds, loungers, hammocks, and swings.

Fixtures and Fittings

A fixture is any item bolted to the floor or walls. For example, air conditioners, electric
plugs, sinks and toilets, art pieces, and television screens mounted on wall are
fixtures.
A fitting is any free-standing item or an item that can be hung by a nail or hook. For
example, paintings, mirrors, curtain rails, and lamps are fittings.

41
Tableware in F&B Services
Tableware consists of crockery, cutlery, glassware and linen used while serving and
eating meals at a table. These are circulating equipment which can be grouped into
the following types −

Chinaware

This is a collection of fine dishes, bowls, food platters, section dishes, ramekins, cups
and saucers, soup spoons, vases, and ash trays made using a translucent ceramic
material.

Hollowware

This consists of containers such as serving bowls, pots, kettles, ice jugs, and water.
These containers are either made from glass or metals such as copper, brass, or
stainless steel.

42
Glassware

This consists of articles made of fine glass. Glassware includes jugs, pitchers,
drinkware, ash trays, vases, and similar articles.

Silverware

The objects in silverware are made of Electro Plated Nickel Silver (EPNS). These are
made from an alloy of brass, zinc, stainless steel or nickel with silver plating of 10 to
15 microns. Silverware includes spoons, forks, knives, hollowware, drinkware, tongs,
ice bucket, and a salver.

43
Chaffing Dishes (Chafers)

These are food warming dishes. They keep the food warm for an adequate time and
temperature. They come in two variants: electric or chafer fuel candle.
Chaffing dishes are available in multiple sizes, shapes, and lids. Modern-day chafing
dishes are made of light metal or ceramic with handles, sometimes covered with a
see-through lid. Here are some chaffing dishes −

Food & Beverage Services - Use Of Cutlery

Cutlery comprises of any hand-held implement for eating or serving food. It includes
various spoons, forks, knives, and tongs. It is also called silverware or flatware.
Cutlery is made of metals like stainless steel or silver.
In modern days, cutlery has come up in wonderful combinations — spife (spoon +
knife), spork (spoon + fork), and knork (knife + fork).

Types of Spoons, Forks, and Knives

There are different types of spoons for serving or eating different kinds of food. The
forks often accompany spoons or help independently to pick food bites. The knives
are used to portion the food.
• Dinner Spoon (Table Spoon) − It has elongated round cup. It is used to eat
main course food items. It can pick up just the right amount of rice, stew, or
curry. It is always paired with a fork (with four tines) of the same length or a
dessert knife.
• Dessert Spoon, Dessert Knife, and Dessert Fork − These are smaller than
their main course peers and are used to have desserts.
• Soup Spoon − It has a round cup bigger than that of the table spoon. It is as
long as a dinner spoon.
• Tea/Coffee Spoons − These are smaller than the dessert spoon in length and
size of cup. We use these spoons to stir tea or coffee.
• Sugar Spoon − It has a flower shaped round cup. It is used to take sugar from
sugar bowl of tea set.

44
• Ice Cream Spoon − It is a small spoon with flat rim that can help to cut the
right amount of ice cream. It can come in small, medium, and large sizes
according to the quantity of the ice cream served and the size of the bowl.
• Cocktail (Soda) Spoon − It is a drink spoon with a long handle that helps the
spoon to reach the bottom of a tall glass.
• Butter knife − It has short rectangular blade that is sharp on the lower side to
form an edge. It is useful in cutting semi-firm pieces of butter and apply them
on food items such as breads.
• Salad Spoon − It is always used in pair with salad fork. It helps mixing and
serving salad efficiently.
• Serving Spoon − It is a spoon with large round cup designed to serve stews
and rice.

• Deli (Fruit) Fork − has two tines. It helps to pick thinly sliced food such as
slices of fruits.
• Roast Fork − It is the largest fork. It has longer and stronger tines that help to
hold and pick large meat or vegetable pieces.

45
 • Cake Knife − It is a flat, elongated triangle-shaped knife and is used to cut
pieces of cake and handle it smoothly.

Types of Glasses
The glasses and tumblers come in a wide variety of shapes and sizes. They are either
footed with stem or non-footed. They can also be high-ball or low-ball. Some of the
widely used shapes are −
• Cooler − It is used to serve welcome drinks or appetizers.
• Flute − It is a glass with a long cup and is mainly used to serve champagne.
• Goblet − It is a round glass with or without stem. The goblets with stem are
used to serve wines and brandy. A non-footed version is used to serve whisky.

• Margarita − It is a variant of goblet with a wide round dish-like cup. Margarita

is used as a cocktail, mocktail, or a sorbet glass.
• Mug − It is used to serve beers.
• Nonic Glass − It is a tall glass with a broad rim. It is used to serve beers.
• Pilsner − It is a high-ball glass used to serve cold coffee, iced tea, juices, and
beer. A pilsner can support beers or aerated drinks gracefully.
• Pint − It is a glass used to pour distilled alcohol into other glasses.

46
 • Shot Glass − It is a small glass used to consume fermented or distilled alcohol
directly. It can also be used to pour distilled alcohol into other glasses for
mixing with water or sparkling water.
• Snifter − It is used to serve spirits.
• Thistle Glass − Its silhouette is shaped like a thistle flower. These glasses
have tapered broad rims with round cups attached to a stem and disk. It is
used to serve ales and aerated drinks.
• Tulip Glass − It is used to serve beer, cocktail, or mocktail.

BAB 14. Food & Beverage Services - Use of

Linen
The linen at any food and beverage service outlet is either disposable or non-
disposable.

Disposable Linen

This includes items that can be used only once. These items are made of recycled
paper with high absorbing capacity. For example, table napkins, restroom tissues,
wrappers, and facial tissues. Facial tissues soaked in Cologne water are given to the
guests. It is considered a good welcome gesture. Disposable table linen is usually
offered to guests in trains or aircrafts before meals.

Non-Disposable Linen
The items in this category are made from flax. This includes table cover, dinner
napkins, tea napkins, and table runners. Non-disposable linen must be clean and
pleasantly scented. It must be starched if required.

47
Non-Disposable linen must be placed on the table tidily. The staff can fold them and
arrange them in decorative shapes or just put them through decorative linen rings to
catch guests’ eyes and start imparting warm experience to them at the table.

BAB 15. Food & Beverage Services - Pantry

Equipment
Pantry is the adjoining area or room to the kitchen from where the finished food or a
drink is ready to be served. This area serves as an ancillary capacity of the kitchen.
The food is given final touch-up for presentation, and then handed over to the serving
staff. The pantry is often equipped with a sink attached with normal water and hot
water taps. The pantry mainly keeps the following necessary items −

• Refrigerator
• Electric oven
• Toaster
• Coffee Brewing Machine
• Blender
• Electric food whisk
• Knives and chopping boards
• Hollowware like casserole, bowls, and dishes of various sizes
• Crockery
• Drinkware
• Cutlery

48
Sideboards in Pantry
Sideboards are mainly shelving with drawers. These can be used to store hollowware
and glassware. The following are the different varieties of sideboards −
• Buffet − It has high legs than the sideboard.
• Credenza − They are the storage cabinets without legs. They mostly have
sliding glass doors.
• Server − A server is smaller, shorter, and more formal than a buffet or
sideboard.
• Sideboard − It has short legs.

Trolley
It is a serving cart used for serving as well as storing. It has wheels which enable it to
move easily around the kitchen. It is also used in elite food and beverage outlets for
serving the guests. It is available in various designs, sizes, and shapes. You can
choose on number of shelves and sections, and burners. When not in use, it is
preferably parked at the wall.

49
 BAB 16. Food & Beverage - Cleaning &
Maintenance
When the food is ready to arrive in the pantry, used utensils for food preparation are
cleaned immediately and wiped off dry for later use. If any other ancillary serving item
such as electric hand blender is damaged, it is reported to the concerned manager
and replaced with a working one at the earliest.
When the guests complete their meals and leave the table, it is required to prepare
the table immediately by clearing the used tableware. If any tableware is found broken
or damaged, it is reported to the concerned store department and a request is made
for its replacement. The table covers and runners are checked and replaced with
fresh ones if need be.
The used tableware is handed over to the cleaning and washing staff. The linen is
also handed over to the laundry department in the hotel. In case of other F&B
Services businesses, the soiled linen can be stored separately and given away to
contracted laundry service.

Point-of-Sale Equipment in F&B Service

Today, many restaurants use Point-of-Sale (POS) equipment, a computer-based
technology to take orders, record them, accept payments, and display or print their
receipts. Restaurant servers, bartenders, and cashiers can use POS systems to enter
and record food and beverage orders easily.

50
A POS system in the F&B Services can increase convenience and accuracy in order
tracking, and can save time during rush hours. It can smoothly perform the following
functions −

• Calculating cash due for every order entered for a table.

• Recording the method of payment.
• Tracking balance cash.
• Creating periodic sales reports.
• Calculating labor and payroll data.
• Recording daily check averages for each worker.
• Tracking the number of balance and sold food items.
• Recording information of repeat customers.

BAB 17. Food & Beverage Services - Food

Garnishing
The guests’ experience of food and beverage starts when the serving staff
brings beautifully garnished food with the appropriate accompaniments on their
table. The service staff turns a guiding hand to the guests in suggesting which
accompaniment will go well with the main food the guest is interested in having.
There are numerous interesting pairs of foods with their garnishes or
accompaniments. Let us see in detail about garnishing, food accompaniments, and
some typical food-garnishing paired with accompaniments.

What is Garnishing?
It is the way of decorating the food or beverage so that it is aesthetically appealing
for the guests/customers. It works on the plate. Garnishing also harmonizes color,
flavor, and taste of the main dish.
Chopped herbs or small twigs of herbs, leafy vegetables, twirls of carrots or tomatoes,
swirls of fresh cream, fruit glaze, chopped nuts, seedless berries, and lemon zest or
slices are used for garnishing.

51
Desserts are garnished with dried fruits, fresh fruit zests, glazes, roasted or candied
nuts, frostings, chocolate curls, chocolate coated buts, or small pieces of sugar arts.
Drinks like cocktails and mocktails are garnished using fruit pieces and zests, mint
leaves, and castor sugar. Milk based drinks are garnished mostly with fruit pieces,
cherries, chocolates, or nuts.

Do’s and Don’ts of Food Garnishing

The following are some important Dos and Don’ts to be understood in food garnishing
−

• Place it where it seems just perfect.

• Contrast colour schemes work best for garnishing.
• Do not overdo garnishing; this overshadows the main food.
• Do not reuse the garnish.
• Avoid being too elaborate.

52
What is Accompaniment?
There are dishes that come along with accompaniments. These accompaniments
complement the main food and enrich its taste. It provides an aesthetic value to the
main dish. The accompanying food or beverage itself can have a garnish of its own.
An accompaniment can be inside the main dish or in a separate bowl.
The following are a few different types of accompaniments −

• Sauces and Dips

• Pickles
• Dressings
• Chips and Wedges
• Salads
• Gravies
• Beverages such as soft drinks or wines
• Breads

For example, grilled Hake fish served with potato chips and Pizza served with garlic
bread, cheese dip, and a carbonated beverage.

Popular Food Items with their Accompaniments

The following are a few popular food items with their garnishing and accompaniments
−

Food/Dish Garnish Accompaniment

Soups Chopped Cilantro/Fresh leaf of Salads/Breads/Crispy starters

Basil/Croutons/Cream swirls

53
Bouillabaisse Chopped herbs Country bread slices spread
with Rouille, a spicy
mayonnaise.

Farineaux Spaghetti Fresh basil leaves Grated cheese, pepper powder,

and Neapolitan tomato sauce.

Veg/Non-veg burger Not essential Potato/ Sweet potato chips,

aerated drinks or ale.

Indian Snacks Idli, Chhonk of clarified butter with mustard and Coconut-Cilantro-Green Chili
Vada, and Dhokla cumin seeds, and curry leaves. Chutney. Idli and Vada are often
accompanied with lentil curry
called ‘Sambar’.

Indian Onion or Chili Not essential Tomato sauce or hot and sour
Fritters (Pakoras) chutney.

Mutton/Chicken/ Veg Chopped coriander and caramelized onion Liquid gravy with lemon wedges
Biryani stripes. and onion-tomato-cucumber
salad in curds.

Indian one dish meal Pao is garnished with butter and Bhaji with Onion-Tomato-Cilantro salad
Pao-Bhaji (Pao=bread, chopped cilantro and butter. with lemon wedges and mango
Bhaji=Spicy Stew) pickle.

Barbequed/Braiied Herbs Sauces

Beef/Game Meat

Roast Beef Herbs, Butter Horse Radish sauce

Fruit Salad Castor Sugar Yogurt

Irish Stew Herbs Worcestershire sauce and

Pickled red cabbage.

Poulet Grille Americain Herbs in butter. Addition of grilled dices of

(American Grilled tomato, mushroom, capsicum,
Chicken) and potato.

54
Sage and Onion Stuffed Pieces or Stripes of salad vegetables. Apple sauce and roast gravy.
Goose

Fromage Assorti Castor sugar for crème cheese. Celery, Radish, Water Crest,
(Assorted Cheese) and Cracker Biscuits.

Veg/Non-veg Stew Chopped fresh coriander Steamed Rice or Bread

Ice Creams Vanilla/Chocolate/Raspberry/Strawberry Waffle sticks or stripes.

Sauce, chopped nuts, Colorful candies, Rose
Petals

Cheese and Wine Pairings

There are no stringent rules for which wine goes well with which cheese but one must
observe the following guidelines while pairing wines with cheese −

• Select wine and cheese originating from the same region.

• Dessert wines accompanying the desserts must be sweeter than the dessert
itself.
• Cheeses go well with wines of contrast taste.

Wine Cheese

Champagne Brut, Extra Brut (Dry) Brie, Camembert

Champagne Sec, Demi-Sec, Doux (Sweeter) Cheddar, Gouda, and Parmesan

Shiraz Cambozola

Red Bordeaux Cheddar

Chenin Blanc Blue, Camembert

Pinot Blanc Baby Swiss, Brie, Camembert, and Feta

55
Cabernet Sauvignon Blue, Cheddar, Gorgonzola, Gouda, and
Parmesan

Cabernet Franc Blue, Brie, Cheddar, Gorgonzola, and

Goat Cheese

Chianti Mozzarella and Parmesan

Port (hails from Portugal and sweeter than Blue and Gorgonzola
other wines)

Chocolate and Wine Pairings

Lighter chocolates contain more milk based-products and less chocolate. Chocolates
with light and elegant tastes are paired best with light-bodied wines. The ones with
more bitter taste are paired with intense flavoured full-bodied wines.

Standardized Recipes
A critical standardized recipe is one that, “has been tried, adapted, and retried several
times for use by a given food service operation and has been found to yield the same
good results under same procedures, equipment, and quantity and quality of
ingredients.”
Generally, popular menu items are developed using standard recipes, ingredients,
and presentation.

56
Benefits of Standardized Recipes

A standardized recipe can bring in the following benefits −

• Consistency in food quality.

• Consistency in nutrients per unit serving.
• Increase in customer satisfaction.
• Control on cost of food.
• Prediction of accurate yield.
• Reduction in food leftover and record keeping.
• Increase in the confidence of employees.

Components of a Standardized recipe

A typical standardized recipe is composed of the following description −

• Recipe name/title − It is the name that describes the recipe in brief.
• Recipe section − It is the section that the recipe should be classified under
(grains, starters, desserts, etc.)
• Ingredients − Types (fresh/canned/cooked/uncooked/ground, etc.)
• Weight and measures of ingredients
• Method − This is a set of instructions to prepare a particular recipe. A method
includes guidelines for steps such as mixing, selecting pans, and setting the
right cooking temperature.
• Time − This includes preparation time, cooking time, and serving time.
• Serving size − It is the portion of food to be served.
• Critical Control Points (CCP) − They are control measures taken to avoid
food safety hazards. Every CCP includes control of time, preparation, and
cooking temperature.

Critical Standardized Recipes

Predicting the total yield for a particular number of customers and calculating weights
of ingredients accordingly is important in standardized recipes.
For recipe to be prepared for new lot of customers, the total yield changes. The new
yield can be calculated in the following two steps −
Step 1 − Calculate conversion factor as −
Conversion Factor = New Yield / Old Yield
Step 2 − Multiply the measure of each ingredient by the conversion factor to obtain
the new yield −
New Yield = Old ingredient quantity x Conversion factor

57
BAB 18. Food & Beverage Services - Beverage
Service
Beverages play an important role in accompanying food. Beverages also enhance
flavour of main dish and help to cleanse the taste buds in between bites, and
complement the dish.
Hot beverages such as hot tea or coffee, and hot chocolate are prepared in the
kitchen and generally served from the kitchen pantry. Cold beverages such as
mocktails and alcoholic beverages such as spirits, liquors, and cocktails come to the
guests’ tables from bars.

Types of Bars
A bar is a place where non-alcoholic and alcoholic beverages are served. It is
equipped with a back bar with necessary equipment such as bar tools, and glassware
to serve the beverages. The customers sit on tall push-down chairs around the
counter. The barmen or barmaids commonly known as bartenders prepare drinks
and serve them to the customers. There are some typical types of bars −
• Public − It is a bar in a public house which is open for public and not exclusive.
• Service Bar − It is for the staff.
• Portable − They are compact bars easy to set up for off-premise catering.
• Mini − It is a private bar located in VIP rooms, suites, or penthouses of the
hotel.

Bar Tools
The following tools are necessary to serve beverages from bar −
• Bar Linen and Cocktail Napkins − They are used to save work area from any
mess while pouring the beverage.
• Pouring Spouts − They make smooth serving of beverage apportioned
equally into the glasses.
• Juice Containers − They are useful to save bartending time by keeping most
demanded juices handy.
• Cocktail Shaker Tins − They are suitable for mixing the ingredients of
cocktails and martinis well.
• Short Shaker Tins − They are used to shake small amount of drinks efficiently.
• Cocktail Strainer − It is used to sieve cocktails before serving.
• Corkscrew or Wine Opener − They are used to open corks of wine bottles.
• Bottle Opener − They are used to open caps of bottled beverages.
• Jigger − It is an alcohol measuring two-sided cup.

58
 • Lemon Zester − It is used for cutting lemon zest.
• Bar Spoon − Also called muddler, is used for mixing beverages briefly.
• Masher − It is used to mash ingredients to help release oils and flavours
effectively.

Dram Shop Liability

The Dram Shop Liability in US is the body of law that governs the liability of alcohol
stores and the commercial establishments where alcohol is served. This body
endeavours to protect the society from the unpleasant outcomes of serving alcohol
to minors and intoxicated people.

Verifying Legal Drinking Age

The legal age of drinking alcohol is different in different countries. The minimum age
to purchase and consume alcohol ranges from 16 years to 25 years. In some
countries, this age limit varies according to strength of the alcohol, premises of
consumption, or whether the young customer is accompanied by an adult.
When the customer looks underage, the beverage serving staff is compelled to ask
for the customer’s driving license or any reliable identity card from a well-recognized
institution as a proof of age before serving the alcohol.

Monitoring Alcohol Intake

It is up to the serving staff who has had enough drink as the drunk persons
themselves often fail to be composed and know their own state. To keep the account
of how much the customers are drinking, the bartenders must use standard measures
for pouring drinks.

59
Cutting off Alcohol Service

The bartending staff needs to cut off alcohol service if the customer is on the way of
binge drinking and seems not able to handle it. Refusal of alcohol service should be
−

• Executed professionally by speaking firmly and clearly with the drunk/under-

aged customers.
• Denied quietly without notifying other customers.

BAB 19. Food and Beverage Services -

Preparation
Imparting an out of the world meal experience requires a lot of preparation
beforehand. Food and beverage businesses work to bring out the best possible
experience for their guests and customers to achieve maximum customer
satisfaction. All operations regarding food and beverage service need preparations
by anticipating guest arrival at any time during working hours.
Let us see what all basic preparations are required to be done.

Mise-en-scene
It is the activity of preparing the environment in the F&B Services establishment so
that the guests and the service staff find it hygienic and pleasant.
To prepare the environment, the staff carries out the following activities −
• Opening all windows and doors before working hours to let fresh air and
sunlight enter the venue.
• Ensuring menu cards and promotional material are presentable.
• Removing the furniture that needs servicing and handing it over to the
maintenance department or any outsourced agency.
• Vacuuming carpets if any.
• Switching on all lamps to check the fused ones.

Mise en place
It is the activity of putting things in place to make the subsequent F&B Services
smooth. The serving staff carries out the following duties −

• Removing all soiled linen and replacing them with the fresh ones.
• Ensuring that the side board is well-equipped.
• Replenishing condiment containers, shakers, and water jugs.
• Polishing cutlery and glassware.
• Replacing pale flowers with the fresh ones.

60
Preparing Side Boards (Dumb Waiters)

It is a piece of furniture with numerous compartments and shelves to keep

condiments, water jug or bottles, cutlery, food platters, and linens. Side boards are
allocated for every station.

To prepare the side boards, the serving staff must place −

• The replenished containers of water, butter, and condiments.
• The dinner plates, side plates, glasses, mugs, and fingerbowls in the lower
shelves.
• The linen, napkins, and dolly papers neatly and stalked.
• The cutlery in the appropriate sections separately according to the type.
• The condiments containers and shakers, water jug, butter dish, toothpick
holders, straw holders, on the upper shelf or board.

Preparing Ice and Water

Ice and water are the preliminary requirements of any food and beverage service
establishment. Clean drinkable water is obtained from the water purifiers installed in
the service establishment. The purifiers are selected such that they can cater to large
number of people per hour.

61
Crystal clear ice in the shape of large cubes can be prepared in-house if the size of
F&B establishment is large enough to install the required equipment. The ice can also
be purchased from an outsourced ice-making business and stored in the freezers.
When the guests are seated, they are first served water at adequate temperature
according to the season.

BAB 20. Food & Beverage Services - Preparing

The Table
Table setup plays an important role in contributing to the appearance of the table.

Principles of Preparing Covers

• Each table cover needs space of 24 to 30 inches wide.
• Crockery and cutlery must be placed 2 inches away from the edge of the
table.
• Knives are placed on the right of the dinner plate whereas forks are placed on
the left.
• Butter knife is placed on the side plate.
• The cutting edge of the knives must be towards the plate.
• Table napkin must be neatly folded and placed on the side plate.

Setting Table for Formal Dining

This type of table setup is required for formal events like corporate lunch or dinner,
or a wedding party. The formal dining contains multiple courses and second helpings
are not offered.
This table setup looks as follows −

62
Setting Table for Casual Dining
This table setup is required for informal events like holiday parties and family
gatherings. Casual dining can contain multiple courses and service staff offers or
serves second rounds of helping when a guest requests for it. This table setup
appears as follows −

Setting a Buffet Table

This set up is required for catering to large groups of people. Buffet table setting can
be done in numerous ways depending upon the size and shape of the place, the
menu, and the number of guests.

• The food items are placed in a sequence from lightest to heaviest, starters to
desserts, or coolest to warmest.
• Cutlery is placed on the guest tables.
• Glasses, cups, and saucers are placed on a separate table to avoid
congestion.
• Table decoration pieces are placed such that they do not interfere with the
food items.
• Plates are stacked not more than 15 plates per stack.
• Paper napkins are placed between the plates.

63
Preparing Condiments
The condiments are kept according to the theme of the F&B service. For example, if
the establishment is serving Italian food, the staff needs to prepare shakers of dried
herbs, salt, and pepper flakes. In European restaurants, they typically keep salt,
sugar, and pepper as basic condiments.
When the guests leave the tables, the serving staff needs to check the condiment
containers and replenish them if required.

Napkin Folding
Today, there are large varieties of napkins available in different colors and materials.
Paper napkins are used majorly for informal dining whereas for formal dining, linen
napkins are preferred.
Napkin can be folded in a number of attractive ways. They can be shaped as a flower,
a character, or some object. A well-folded and well-placed napkin on the plate grabs
the attention of the guests.

64
Food Presentation
Presentation of a food or beverage is equally important as its recipe as the other
senses are stimulated through sight and aroma. A well-prepared dish is complete
only when it is presented with beautiful garnish in an appropriate food container or
platter. The serving staff must follow the basic guidelines for food presentation −
• It must be presented at the required temperature.
• It must be presented according to the serving size.
• It must be presented in appropriate hollowware of suitable size.
• It is also recommended to serve food with the right garnish that adds to the
catchiness of the dish. The garnish in contrast colour is quite appealing.
• The garnish or accompaniment should not overshadow the main food.
The cook needs to be creative at presenting the dish so well that the final result comes
out as a treat for not only the taste buds but also for the eyes.

Beverage Presentation
Beverage presentation gains a lot of importance in today’s world. Beverages taste
good if they are presented at the temperature at which they are meant to have. Right
from selecting the appropriate service glassware, creating various pleasant colour
schemes of the ingredients, and serving the beverage with creative ideas pays.

65
For example, the coconut water from a tender coconut can be served in the neatly
cut and clean tender coconut itself from which it is taken out. Also, mocktails or
cocktails can be presented with straws and slices of fruits in different shapes and
colours.

BAB 21. Food and Beverage Services - SOPs

When few tasks in an organization are required to be conducted repetitively, it is a
good idea to generate a set of Standard Operating Procedures (SOPs). These make
the tasks in hand easy and effective, and save a great deal of time and effort. SOPs
also help to train the staff and avoid silly errors.
Let us understand a few important SOPs set in F&B service establishments −

Laying Out a Guest Table

The procedure is as follows −
• Check the table linen for cleanliness and spread it on the table neatly to remove
wrinkles.
• Replace the table soiled linen if required.
• Ensure the dining type before the setting table layout: Formal or Informal.

Formal Dining Table Layout

For a formal table setup, place the tableware as follows −

• Place the dinner plate one inch from the table edge near the chair.
• Place the salad plate above the dinner plate.
• Place the forks on left of the dinner plate. Arrange the forks according to their
size with the largest fork nearest to the dinner plate.
• Place the spoons and knives on the right side of the dinner plate according to
their size with the largest spoon and knife near the plate.
• Place the dessert spoon and fork above the plate horizontally.
• Place the quarter plate on the left side of the dinner plate.

66
 • Place the water and the wine glasses on the top-right corner of the dinner plate.
• Shape the clean linen aesthetically and place it on the extreme left.

Informal Dining Table Layout

For an informal table setup, place the tableware as follows −

• Place the dinner plate one inch inside the table edge near the chair.
• Place the forks on the left side in descending order of their size with the
largest fork to be closest to the dinner plate.
• Place dinner spoon and knife on the dinner plate’s right side.
• Place water and the wine glasses on the top-right side of the dinner plate.
• Shape the clean linen aesthetically and place it on the extreme left on the top
of the dinner plate.

Handling the Telephone Calls

The staff members who handle the telephone calls must be thoroughly aware of the
work system. The procedure for handling calls is as follows −
• Always answer the phone call promptly, within three rings. If it takes time to
answer, apologize to the customer.
• Speak with the caller attentively by avoiding any distractions around.
• Always inform the caller before transferring his call and putting him/her on hold.
• Always talk politely and respectfully to the customers by addressing women as
‘Madam’ and men as ‘Sir’.

67
 • Ensure that you solve all the customer queries before terminating the
telephonic conversation.
• Speak clearly with a cooperative tone; do not speak loudly.
• Avoid domain jargons and informal words such as ‘Yup’, ‘hang-on’ or yeah.’
Instead, use formal words such as ‘absolutely’, ‘please wait’, ‘Yes’, etc.
• Always end the phone call by saying, ‘Thank you for calling (sir/madam)!’.

Taking the Order

The orders for table reservation or food delivery can be taken on phone. Direct service
orders are placed and taken to the guest table.

Taking Orders on Phone

While taking orders on phone, the visual channel of communication is absent. Hence
the staff needs to listen to the caller attentively while taking order on the phone.
• Answer the customer’s call immediately and take the communication further
cordially by saying, “Good (morning/afternoon/evening), I am (own name);
How can I help you?”
• Pay a complete ear to the customer’s requirement of food, beverage, table
reservation, or any specific requirement.
• Note down the order details on a notepad.
• Inform the customer about time estimation of delivery if it is home delivery
order. If it is table reservation, confirm the timing of customer’s arrival and the
total number of persons to the customer.
• Repeat the order to the customer and take his confirmation.
• Ask for the address or confirm the address and contact number if it is already
in the database.
• End the conversation by greeting the customer and assuring him the best
service.
• Hand over the order to the kitchen staff. Inform the delivery staff member in
case of home delivery. Inform the service staff members to prepare a table for
the given number of persons and the occasion in case of table reservation.

Taking Orders at the Table

This takes place when the guests are already seated.

• Ensure that the guests are seated comfortably.
• At the start, offer them welcome drink if any or chilled water.
• Offer them food and wine menus.

68
 • Greet the guests and ask them courteously, “What would you like to have,
(Sir/Madam)?”
• Note down the order carefully.
• Confirm which variant of the food or beverage they wish to have; if there are
multiple variants of the same food item. Help the guests by suggesting the
beverage or side dish that goes well with the main dish if required.
• Repeat the items ordered with their respective quantities.
• Inform the guest about expected time of the order arrival.
• Leave the guest table and send the order to the kitchen.

Rules for Communicating with the Guests

Conversation with the guests is the backbone of any service-providing business. The
guidelines for conversing with the guests are −

• Keep upright posture and smiling face.

• Let them know that you are enthusiastic and eager to serve them.
• Be respectful to elderly guests, friendly with the same-age guests, and jovial
with the children.
• Keep the voice of speech audible and clear.
• Apologize if some food item or beverage has run out of the stock.
• While the guests are having their meals, make a brief round at the table to
observe if everything is fine.

Dealing with Unexpected Situations

The service staff actually must remain prepared to handle any unforeseen
circumstances which include −

• Handling spill-over of food or drink while serving.

• Dealing with highly drunk gusts.
• Dealing with guests who are physically challenged or the ones who show
difficulty in communicating.
• Dealing with hyper-active toddler guests.
• Dealing with unwelcomed situations such as large fire hazards.

Loading and Carrying Trays

The service staff needs to be careful while carrying the trays in their hands and going
around the dining area. They need to follow the given rules −

69
Loading the Trays

• Do not overload the tray.

• Place the items on the tray such that the load is evenly distributed.
• Alter the position of drinks or food promptly every time something is removed
from the tray.

Carrying the Trays

• Carry one tray at a time.

• Carry the tray with a firm support of the palm with fingers wide open.
• Hold the tray on the left palm slightly above the shoulder.
• Hold it little away from neck and mouth for hygienic reasons.

Serving Food and Beverage

Following are some meticulous ways while serving food or beverages.
• Bring food to the guest table if it is not a buffet service.
• Present the food from guest’s left side in case of formal dining.
• Prepare the food plates from the kitchen and place them on the guest table in
case of casual dining.
• Ask the guests if they need help to serve the food.
• Serve one food item at a time.
• Serve the eldest lady guest of the group first unless the lady herself is a host.
After all ladies are served, serve the men guests starting from the oldest.
• Always present a dish with its respective serving spoon.
• Tilt the service bowl a little to bring east in serving and take it away after
serving.
• Always present the ordered drink in an appropriate glass by informing its name
to the guest.
• When same wine is offered in consecutive courses, serve it in the same wine
glass. If wine is changed then replace the glass with fresh one.
• Always tilt the glass while pouring drinks or fuzzy drinks so that its head and
aroma is held.
• Do not bend over served plates while serving other plates across the table.
Move as near as possible to the plate in which you serve.

70
Clearing the Tables
It is important to clear the table between two dining sessions by following procedure
• Clear the table first when the guests finish their main course.
• Clear it for the second time just before the guests leave the table.
• While clearing, first remove all the pieces of flatware and chinaware except
table linen and center piece. Let the dessert flatware remain in case of first
clearing.
• Let wine glasses be on the table even after the main course.
• While clearing, pickup one plate at a time and place on the tray carefully. In
case of formal dining, replace the removed plate by a fresh one so that table
cover of the guest is never empty.
• Do not overload the tray with pile of used plates; make extra rounds to the table
if required.

Presenting Bills to the Guest and Settling Them

Before presenting bill to the guest, make sure the guests don’t want to order anything
more. There are many policies of setting guest bills in the F&B establishments. Some
prefer the guests pay cash at the cash collection counter. In such case, the serving
staff must accompany the guest to the payment counter to ensure only the right
amount is charged to the guest.
Some F&B Services businesses prefer to bring bills (or checks) to the guests’ tables
and get them settled. While presenting and settling the bill, follow the given steps −
• Ask politely, “Should I bring you the bill, Sir/Madam?”
• Once the guest confirms, ask how he/she would like to pay. It should be either
credit card, debit card, or cash.
• Go to the payment counter to prepare the bill.
• Cashier prepares the bill according to the table number told by waiter.
• Present the bill in a small closed folder to the guest from his/her left side.
• Stand beside the guest till the guest examines the bill.
• If the guest pays by cash, take it and deposit the amount at the payment
counter. If the guest wishes to pay by card, take the guest’s signature on the
bill, and take the card and bill to the payment counter. If the establishment has
facility of mobile card-payment service, take the transaction device to the guest
table.
• The cashier returns the balance amount if paid by cash. If the payment is by
card, he ensures the card’s expiry date and accepts the payment.
• Bring back the copy of printed bill and any change or the card to the guest.
• If the guest insists to take the tip, mention your thankfulness with smile.

71
 • When the guest stands up to leave the table, pull the chair backwards by
informing him/her to help to get out of the chair gracefully.
• Thank the guest for his/her visit and invite him/her to visit again.

BAB 22. Food & Beverage Services - Hygiene &

Safety
It is an extremely important responsibility of every F&B Services to serve their guests
hygienic food and beverages. The guests keep faith in F&B Services businesses that
they will provide them the best food and serve it the best careful manner. The F&B
services are bound to provide safe-to-eat food that is prepared by following hygiene
and sanitation practices.

Importance of Hygiene in F&B Service

F&B services have direct access to guests’ health through food and beverages. The
working staff handles every food and drink item closely that the guest is going to eat.
Hence, if these services do not follow proper practices of hygiene and sanitation, the
guests might get foodborne diseases such as food poisoning, nausea, diarrhea, or
vomiting.
Food contamination can occur through unwashed vegetables, uncooked meat, soft
cheeses, and unpasteurized milk. If the food preparation and serving equipment used
in F&B Services are not clean, then they become primary source of food
contamination.

Types of Food Contaminations

There are three main sources of food contamination −

• Physical − This is accidental in nature and is caused by employee
carelessness. The major culprits are air, dust, smoke, and dirt. To prevent this,
food must be properly covered and stored.
• Biological − This contamination is caused by pathogens and microorganisms
such as bacteria, molds, parasites, and fungi.

• Chemical − It is accidental contamination of food caused by cleaning solvents,

pest control sprays, or other chemicals used in entire food production chain.

72
 This food contamination occurs when utensils or other tableware are not wiped
dry after washing them using cleaning liquids. It also takes place when the
food is not stored properly when pest control chemicals are sprayed.

Hygiene Concerns of F&B Services Staff

Personal hygiene is essential when one handles the food or beverage that the other
is going to consume. The service staff must follow the given basic principles −
• It is said that the hygiene starts from home. Perform your daily cleanliness
regime without any excuses.
• Wash hands and arms immediately −
o When you come from toilet.
o When you sneeze, blow nose, yawn, or cough covering your mouth with
hands.
o After eating food, tobacco, or touching animals.
o After you touch hair, scalp, skin, or any body-opening.
• Wash hands with mild cleansing soap and warm water; not merely with running
water.
• Wipe sweat often.
• Do not smoke or eat tobacco while working.
• Cover cuts, burns, or wounds on the skin.
• Keep hair and nails trimmed.
• Try using hand gloves as much as possible. Kitchen staff must use toque.
• Do not work when facing cold, cough, or any other contagious diseases. Inform
your superior staff if you are not well.
• Do not touch ready-to-eat food directly. Always use gloves, serving tongs deli
papers, or forks to handle such food.
• Do whatever required to let not your skin, body fluids, or any clothes you are
wearing to come into contact with food or food containers.
• Ensure a clean uniform.
• Do not wear loose jewellery. Avoid wrist jewellery.

73
Hygiene Concerns of F&B Services Business
Any food business must be concerned about −
• Training all food handling and service staff with a detailed knowledge of food
and equipment hygiene and safety.
• Ensuring food handlers and servers not to handle food in case of contamination
possibility.
• Supplying hand-washing facilities with soap, running hot water, and paper
towels for its staff.

Food Safety Concerns

Every F&B Services business must also be concerned about food safety and adhere
to safety of food and beverage it serves. It must ensure −
• Marking Date on Food − The perishable ready-to-eat food refrigerated for
more than 24 hours must be clearly marked at the time of preparation to
indicate the date by which the food should be consumed.
• Storing of Food − Hot and cold foods and beverages need to be stored at the
right temperature. The food temperature measuring devices must be accurate.
• Cleaning Equipment − The area and facilities allocated for cleaning food
preparation and service equipment must be large enough to immerse the
utensils and sanitize them.
• Limiting Cross-Contamination − Storing raw food such as raw meat or
vegetables from cooked food is essential to avoid cross-contamination of the
food.
• Employing FSS − The F&B Services businesses must employee at least one
Food Safety Supervisor depending upon the business size.

Safety of F&B Services Staff

Hygiene and safety of food starts right from selecting raw material carefully,
preparing food with health and safety cautiousness, and serving it in the clean
environment.

The service staff must

• Attend duty in clean and tidy uniform.

• Wear less jewellery while working. This avoids entangling articles and calling
for trouble.
• Be aware of the equipment and their appropriate application.
• Be careful of handling hot food and beverages.
• Clear spillages on the floor immediately.
• Never run in the workspace.

74