Lesson 2 Title: Food Service

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Food and Beverage Services

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.

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.

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.

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:

 Physiological − The need to taste different varieties of food.
 Economical − The need to get F&B Services at the invested cost.
 Social − The need to find friendly atmosphere.
 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.
 Food service (US English) or catering industry (British English) defines those
businesses, institutions, and companies responsible for any meal prepared outside the
home. This industry includes restaurants, school and hospital cafeterias, catering
operations, and many other formats.

The companies that supply foodservice operators are called foodservice

distributors. Foodservice distributors sell goods like small wares (kitchen utensils) and
foods. Some companies manufacture products in both consumer and foodservice
versions. The consumer version usually comes in individual-sized packages with
elaborate label design for retail sale. The foodservice version is packaged in a much
larger industrial size and often lacks the colorful label designs of the consumer version.

The Different Types of Food Service Styles

 Cart French Service

The food during this service is prepared tableside. Hot foods are cooked
on a rechaud (hot plate) that is on a gueridon (small table). Cold foods, such as
Caesar Salad, are assembled on just the gueridon. Servers plate the finished
foods onto individual plates and serve them to guests from the right. (This is the
only style of service where food is served from the right). Some foods, such as
desserts, may already be prepared. They are displayed on a cart, the cart is
rolled to tableside and guests are served after making their selections. This style
would only be used for small VIP groups.

 Banquet French Service

The difference here is that the platters of foods are prepared in the
kitchen. Servers then take the platters to the tables of guests. The server, using
two large silver forks in his or her serving hand places the food on the guests’
plates. Each food item is served by the server from platters to their individual
plates. Guests are served from the left. Anything that is added to a plate by a
server after it has been placed in front of the guest – soup in bowl, salad
dressing, sauce on dessert, etc. – is part of this type of service.

 Butlered Service
Foods are presented on trays, from the left of the guest, by servers with
utensils available for seated guests to serve themselves. This is also used for
butler passed hors-d'oeuvres at receptions.

 Russian (Silver) Service

Foods are cooked tableside, just like cart French service, but instead,
servers put the foods on platters and then pass the platters at tableside. Guests
help themselves to the foods and assemble their own plates. Service is from the
left.

Important Takeaways:
 While French cart service and Russian service both prepare food tableside, in
Russian, the food goes on platters for the guests to select their own food and in French
cart service the food is placed on individual plates before being brought to the table.
Butlered and Russian both allow guests to select their own food from a platter, but the
platters are assembled in the kitchen for Butlered and tableside for Russian. The most
important thing is for the planner and the caterer to have the same understanding. The
planner should be aware that these styles take more time and usually cost more.

Different Types of Food and Beverage Services in Hotels/Restaurants

There are many different types of food and beverage service types or
procedures, but the major category of the food service is 1) Plate Service, 2) Cart
Service, 3) Plater Service, 4) Buffet Service and 5) Family style service.

Below is the list of different type of food and beverage service followed by hotel, resorts,
restaurants, fast food establishments etc.

1. Table Service
 Table service is considered as a border category of service style which consists
of English Service, American Service, Pre plated Service Etc.
 In this type of F&B service, the guest is seated at the table with laid cover and
orders from the menu.
 The guest has to be greeted with an eye contact and a warm welcome.
 The server or waiter should normally address the guest by sir or madam.
 If the server knows the guest name then they should address the guest by their
Surname and title.
 Assist the guest in seating as per the number of persons or any special requests.
 While seating the guests the least desirable areas like the tables near to side
stations, kitchen, dishwashing area etc. to be only offered is all other tables are
full.
 The menu to be presented after opening to the women first, then the host and
clockwise for other guests.
 Special attention to be given to kids.
 When serving the guest orders the server or waiter should have a good
understanding of who ordered what dishes.

2. English Service / Family Style F&B Service

 English service requires the food to be placed on large platters or in large bowls.
 These food portions are then delivered to the guest's table by waiters/servers.
 Once the host checks and approves the food the same is placed on the table.
 The guests then pass the food around the table and serve themselves.
 In some cases, the host may also ask the waiter to serve the food.
 This is a common type of F&B service style as the ease of service and waiters
shouldn’t be highly skilled.
  The Family style F&B service is easy to implement.
 The servers or waiters shouldn't be that much skilled.
 This type of service also requires little dining area or space. There is a higher or
rapid table turnover rate with this type of service.
 One of the major disadvantages of the family style service is the difficulty to
control the portion sizes.
 This is because the last guest who gets served may not get enough item if other
guest had taken more.

3. French Service
 French Service is a very detailed and highly skilled type of service.
 It is very elaborate and expensive type of service.
 The chefs demonstrate culinary skill, by preparing meals in front of the guests.
 Normally all fine dining restaurants follow this type of service.
 VIP’s and VVIP’s are also given this kind of service style.
 Plated entrees are served from the right, all other courses from the left.
 Beverages are served from the right.
 French Service style is very expensive because it involves professional waiters to
the server properly and slowly.
 The ambience and decor of the restaurant are always in high luxury.
 All diners are given the individual attention and they enjoy.

4. Silver Service
 The service style is similar to the French Service and Guèridon Service.
 The difference is an elaborate sterling silverware is used for the food and
beverage service.
 Due to the fact that silver cutlery and crockery are expensive, EPNS
(Electroplated Nickel Silver) service ware is used most commonly in hotels and
restaurants.
 Only fine dining or speciality restaurants use silverware due to the high
investment and maintenance cost.
 In this kind of service, the food and beverages are served in silver cutlery and
cookery.
 The table is normally set with sterling silverware.
 All food is portioned into silverware from the kitchen itself.
 The silver platters are kept is the table side station normally with hotel plates.
 During serving the waiter present the food to the host for approval and serves to
the guests.
 A service spoon and fork is used for serving.

5. American Service / Pre-plated Service

 One of the most common and widely accepted kinds of food and beverage
service.
 The servers take guests orders in the dining area.
 The order is sent to kitchen staff via KOT (Kitchen Order Ticket).
 Food is prepared and pre-plated in the kitchen itself by the chef.
  The server or bus person bring the food to the restaurant and placed on side
stands.
 Pre-plated food is then served to the guests by the server.

6. Russian Service
 Similar to the French Service but faster and less expensive.
 Display and presentation are the major part of this service.
 Whole joints, poultry, game, fish etc are elaborately garnished and dressed.
 After presenting to the guest the server or waiter portions or carve them and
serve to the guests.
 Normally only one server is required per table.
 No extra space is required for the equipment like the French F&B service type.
 Ideally suited for banquet service with the fixed menu.

7. Cart Service / Guèridon Service

 In this type of F&B Service partially cooked food from the kitchen is brought to
the service area in a Guèridon trolley.
 The Gueridon troll has a portable heating unit for completing the cooking
process.
 A wide variety of fish, meat and poultry is either cooked or flamed (flambéed) in
the trolley.
 Chef du rang is responsible for taking orders, serving drinks and preparing food
at the table.
 In a large hotel, Commis du rang assists the Chef du rang.
 Both the Chefs should know how to use a spoon and fork for serving the cooked
food to the guest.
 The prepared food should be garnished as per the standards before serving.
 This type of F&B service can be only implemented on a well planned and
designed dining room.
 The Food is always served from the right hand side of the guest.
 All the fixtures furniture, layout etc should be compatible with the elegant service
style offered.
 Gueridon Type of F&B service provides highly personalised guest service.
 High level of customer satisfaction as the dishes are prepared, carved or flamed
in their presence.
 Good merchandising device.
 The average Spending power is high.

8. Snack Bar Service

 A Tall stool is placed on a counter so the guest may order and eat at the counter
itself.
 A menu card is presented or the guests can choose the food directly from the
display counter.
 In some restaurants, the available items are simply displayed on a blackboard or
LCD monitor.
 This kind of service is normally followed in BAR and Pubs.
9. Self Service
 In this type of Food and Beverage Service the guest/customer is required to help
himself/herself.
 Normally food is either kept on a counter or buffet.
 The customer picks up the required food from the buffet.
 Payment is either done prior to the food pickup or after food is picked up.
 The layout for such F&B service type should be done for free guest flow.

10. Buffet Service

 Buffet service displays food in a chafing dish on counters or tables.
 Guests or customers help themselves to pick up as many and as many items,
they would like to eat.
 Plate and cutlery (fork and spoon) is kept at the starting of the buffet counter.
 There are servers behind the counter who helps the guests with serving the food
from the chafing dish to the plate.
 Buffet can be a simple food spread to very elaborate food, beverage,
starters, dessert, salad presentation.
 The staff should consistently keep the buffet containers full.
 In some kind of buffet setup like sit-down buffet serves to serve the food to the
guest sitting the table.
 There are on the spot cooking in some buffet counter eg. counters which cook
the displayed fish or meat, or counters for pasta etc.
 Guest are also allowed to replenish any item they prefer.
 Special attention and planning are required for buffet layout.
 The recommended number of guests one a buffet counter can server is 70 - 75.
 The number of buffet counter and the banquet layout to be decided as per the
total min guaranteed guests who will attend the party.
 This type of service is recommended for large gathering or party.
 The banquet staff should maintain cleanliness and order during buffet service.

11. Cafeteria Service

 This type of service is generally used in Canteens, Industries, Staff Cafeterias
etc.
 Has limited or fixed menu.
 The pricing may or may not be at a subsidized rate.
 Entry to such cafeteria may be restricted to authorized people only.
 There is limited space with basic facilities.
 Clearance of the used plates and soon is done by the guest itself.
 Narrow tables with high tables are often placed to save space.

12. Single Point Service

 The guest pays for the food and beverage over the counter.
 From the same counter, he/she receive the food and beverage.
 Most of the fast food, takeaways, Kiosk, drive through etc. are examples.
 Automated vending machines are also considered as single point F&B service.
13. Room Service / In Room Dining Service
 This type of F&B service as per the name suggest is provided in the guest room.
 The room service menu should match with the guest needs, expectations and
hotels operations.
 Guest make food and beverage order from the room telephone, interactive
television or hotels mobile app.
 Maximum of the room service orders in a hotel is for breakfast.
 For small orders the room service tray is properly laid out is used for serving the
guest.
 For large orders, a room service trolly is used for serving.

14. Take Away Service

 Similar to the single point style of F&B service.
 Take away orders are received either over the counter, driveway, telephone,
website or mobile app.
 Payments are either made in advance via online payment or paid by cash at the
time of order pickup.
 All Fast food restaurant provide take away option.
 Automated Kiosk is also used for selecting and ordering takeaways.
 The automated vending machine is also used for this type of service.

15. Mobile Pantries

 These are moving food preparation pantries installed in service elevators.
 Orders taken by the order takers are passed on to the moving pantry.
 The food is then prepared and served on the appropriate floor.
 There are other types of mobile pantries where the food is prepared in the main
kitchen and then send to the floor with a mini mobile pantry.
 In-Room Dining staff picks up the food from the floor and serve to the guest
room.

16. Blue Plate Service

 Blue plate service is a type of table service commonly use for a small group of
guests.
 Normally the table and dining area is small in service.
 These are pre-plated meals with meat, veggies etc.
 The serving plate might also have divided ridges.

17. Automatic / Conveyer Belt Service

 Food and beverage are served to guest via a conveyer belt.
 Guest makes the order via the restaurants or hotels mobile app after selecting
the table or seat number.
 Food is then delivered via a conveyer belt to the table.
 There are restaurants with continues conveyer belt circulating around the
counter, chef places the prepared dishes on the conveyer belt. Eg: Sushi
Restaurant.
18. Robotic Service
 This type of service is often found in Casino's and Luxury Cruise Liners
 Guest makes the order on an interactive touch screen after scanning their room
key card.
 Selections are made from the touchscreen, which is then sent to the robotic arms
processors.
 The order is then prepared by the Robotic arm and placed on a small conveyor
belt.
 Payment is automatically charged to the guest room account.
 Smartphones with the hotels or cruise liners mobile app installed are also used
for selecting the orders.
 Normally these type of Robotic arm is used to prepare cocktails and mocktails in
BAR.

Food and Beverage Basic Phraseology

… for Restaurant / Bars

 Greeting the guest

 ―Good Morning/Evening (Time of the day), Mister/Miss (Name of the
Guest)! Welcome to the (Name of the Outlet)!‖
 ―Table for how many, Sir/Madam (or Name of the Guest)?‖
 ―We have a table you, (Name of the Guest)! This way please!‖

 Seating the guest

 ―(Name of the Guest), Will this table be fine?‖
 ―Please take a seat!‖ or ―Please‖

If guest is happy with the seat, assist him/her in sitting by pulling the chair,
proceed to present menu.

If guest is unhappy with the table…

 ―Please take a seat at this table. I will try to organize another table for
you.‖

If you have an alternative…

 ―Sorry to have kept you waiting. We have another table for you! This way
please!‖

 Presenting Menu
 Present beverage and main menu to guest and say ―Excuse me,
Sir/Madam! This is our menu.‖
 ―(Name of colleague) will be taking care of your table today!‖
  Greeting the guest at the table and taking beverage order
 ―Good (Time of the day), (Name of guest)! Welcome to (Name of the
outlet)!‖
 ―May I recommend a glass of (Specific drink) to start?‖
 ―Thank you! I will be right back with your drinks!‖

 Taking an order
 ―Excuse me, Sir/Madam! Are you ready to place your order for (Specific
meal period)?‖

If guest is ready, just proceed to take order.

If the guest is not ready…

 ―Please take your time! I will return shortly!‖

 Serving an order
 ―Excuse me, Sir/Madam! Your (Specific name of item ordered)!‖
 ―Enjoy your (Appropriate meal period)!‖ wherever possible, take the name
of the Dish while announcing.

 Clearing the table

 ―Excuse me, Sir/Madam! May I clear your place?‖

 Presenting the bill

 ―Yes, (Name of the guest)! I will be right back with your bill!‖
 Present bill to guest and say, ―Excuse me, (Name of guest)!‖

 Settling the charges with the Smart card

 ―Thank you very much! I will be back, Sir/Madam!‖
 After the payment, present a copy of the bill and say, ―Thank you very
much!‖

 Bidding farewell
 ―Thank you for coming!‖

… for Kitchen Counters

 Greeting the Guest

 ―Good (Time of the day), Sir/Madam! What can I get for you?‖

 Taking the Order

After the guest has placed the order, repeat and confirm the order while feeding
in the POS by saying,
  ―Sir/Madam, you have ordered for (Name of the dishes), and this will be
(total amount).‖
 After the order has been placed, say ―Thank you, Sir/Madam (or Name of
the guest)! Your order will take ___ minutes.‖ (Your order number will be
displayed on the electronic board, while handling over the counter foil/slip
to the guests).

 Serving the Order on the Counter

 When the order is ready, announce to the guests by saying ―Here is your
order! Thank you very much!‖

 In case the Guest needs Assistance

 ―Please take a seat, Sir/Madam (or Name of the guest), in the courtyard. I
will have your order served to you.‖

 Recommended phrases for up selling

 May I recommend the (Specific dish/item)?‖
 ―The chef prepares an excellent (Specific dish/item)! Would you like to
try?‖
 The (Name of dish/item) is very popular! Would you like to try one?‖