TOPIC - FOOD AND BEVERAGE

The food and beverage industry includes restaurants, cafeterias, cafés,

fast-food joints, pubs, delis, food manufacturing operations, catering
businesses, food transportation services, and more. Work in this
industry can range from packaging to preparing, transporting, and
serving food or beverages.Food and beverages means any raw, cooked,
or processed edible substance used or intended for use in whole or in
part for human consumption, including ice, water, spirituous liquors,
wine, mixed beverages, beer, soft drinks, soda, and other beverages.

Food and beverage is an integral part of the guest experience at an

entertainment, leisure or restaurant venue. Offering various types of
food and beverage within your entertainment center not only improves
the customer experience but allows you, as a business owner, to create
more revenue streams for your company.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.

Introduction
Objective:
 To know about the Food and Beverage service.

 To understand the classification of Catering establishment.

 To know the types of Food & Beverage outlets.

 Today more people then ever are eating outside the home and to
meet this demand there

is widening diversity in the nature and type of food and beverages on

offer.

 So there is a need for improved professionalism in food and

beverage service staff

alongside for improved confidence and performance through higher

standards ofknowledge and skills.

Food  can include a wide range of styles and cuisine types.
These can be classified by the country, for example traditional British
or Italian, by type of cuisine e.g. oriental or a particular speciality such
as fish, vegetarian or health food.

Beverage………………….
include all alcoholic and non- alcoholic drinks.Alcoholic beverages
include wines and all other types of alcoholic drink such as Cocktails,
Beers, Cider, Spirits and Liqueurs. Nonalcoholic beverage includes
mineral waters, juices, squashes and aerated waters as well as tea,
coffee, chocolate, milk and milk drinks.

Aim of Food & Beverage industry

 Physical Needs

 Economic

 Social

 Psychological

 Convenience

 Customers may want to satisfy some or all of these needs.

Classification of food and Beverage Industry

Food & Beverage Industry

(Public or Private Ownership) Restricted Market

(Catering, main or secondary activity)

Cost provision
Restricted Market

Industrial catering

Schools

Universities, colleges
Hospitals

The forces

Prisons

Industrial (own ctg)

FOOD AND BEVERAGE Services - Types Of

Service
There are a number of service styles to be followed when it comes to

following are the most prominent styles −

how food and beverage should be served to the customers. The

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

dining restaurants. This service has two variants −

help themselves. It is expensive and elaborate service commonly used in fine

* 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.
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.

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.

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.

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.

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.

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.

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.

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 −

{1}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 prison.in this tutorial, we mainly consider
commercial food and beverage service sector. Let us first understand some common forms of
F&B service.

*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

{2}FOOD PREPARATION OPRATIONS:

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

The food and beverage service is 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

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

1.Restaurant

2.Lounge

3.Coffee Shop

4.Room Service

5.Poolside Barbecue/Grill Service

6.Banquet Service

7.Bar

8.Outside Catering Service

FOOD HANDLING & HYGIEN

What is the basic hygiene required while handling food?
wash and dry your hands thoroughly before handling food, and wash and dry
them again frequently during work. dry your hands with a clean towel,
disposable paper towel or under an air dryer. never smoke, chew gum, spit,
change a baby's nappy or eat in a food handling or food storage areaThese
should include: making sure fridges, chilled display equipment and freezers are
working properly; ensuring staff are fit for work and wearing clean work
clothes; and confirming that food preparation areas are clean and disinfected
and there are plenty of handwashing and cleaning materials available.

What are the 5 essential food safety and hygiene practices?

The core messages of the Five Keys to Safer Food are:

keep clean;

separate raw and cooked;

cook thoroughly;

keep food at safe temperatures; and.

use safe water and raw materials.

Hands must be washed thoroughly with soap and water and dried with a paper
towel. Avoid touching food with your bare hands when preparing or serving it.
Always wear plastic gloves or use clean serving utensils when handling foods.
Do not lick your fingers while handling or tasting food use a spoon instead.
Key messages :
* hygiene is important to prevent food poisoning.
* When handling food, wash your hands thoroughly and often.
* If you are sick, do not go to work, because you can contaminate
food more easily.
* Good Food handlers should be properly trained in safe food
handling.

Good personal hygiene can prevent food poisoning.

Bacteria that cause food poisoning can be on everyone – even
healthy people. You can spread bacteria from yourself to the food
if you touch your nose, mouth, hair or your clothes, and then
food.
Good personal hygiene also makes good business sense.
Customers like to see food-handling staff who take hygiene
seriously and practise safe food handling.
Watch how your co-workers handle food and consider it from a
customer’s point of view. Would you want to eat at, or buy food
from, the place you work?

Food handlers – personal hygiene

tips
To prevent food poisoning using good personal hygiene, follow
these tips:
1.wash and dry your hands thoroughly before handling food, and
wash and dry them again frequently during work
2.dry your hands with a clean towel, disposable paper towel or
under an air dryer
3.never smoke, chew gum, spit, change a baby’s nappy or eat in
a food handling or food storage area
4.never cough or sneeze over food, or where food is being
prepared or stored
5.wear clean protective clothing, such as an apron
6.keep your spare clothes and other personal items (including
mobile phones) away from where food is stored and prepared
7.tie back or cover long hair
8.keep fingernails short so they are easy to clean, and don’t wear
nail polish because it can chip into the food
9.avoid wearing jewellery, or only wear plain-banded rings and
sleeper earrings
10.completely cover all cuts and wounds with a wound strip or
bandage (brightly coloured waterproof bandages are
recommended)
11.wear disposable gloves over the top of the wound strip if you
have wounds on your hands
12.change disposable gloves regularly
13.advise your supervisor if you feel unwell, and don’t handle
food.

Food handlers – handwashing

Thoroughly washing your hands reduces the chance of
contaminating food with bacteria from yourself.Wash your hands
with soap and warm water, and don’t forget the backs of your
hands, wrists, between your fingers and under your fingernails.
Thoroughly dry your hands immediately after you wash them.
Always dry your hands with a clean towel, disposable paper
towel or under an air dryer. The important thing is to make sure
your hands are completely dry. Never use a tea towel or your
clothes to dry your hands.

Wash your hands after:

1.going to the toilet

2.handling raw food
3.blowing your nose
4.handling garbage
5.touching your ears, nose, mouth or other parts of the body
6.smoking
7.every break
8.handling animals.
If you are wearing disposable gloves, change them regularly – at
the same times you would normally wash your hands if you
weren’t wearing gloves. Wash and dry your hands before putting
on gloves.

Food handler health and working

Food handlers may contaminate food, so employers and
employees must be careful to ensure that no illness is passed on
by those working in the industry.
You should not go work if you are vomiting or have diarrhoea.
Don’t return to work until your symptoms have stopped for 48
hours. If you are unsure, you should contact your doctor for
advice.
Do not go to work if you sick with an illness that is likely to be
transmitted through food. Such illnesses include gastroenteritis
(often called ‘gastro’) – including viral gastroenteritis (norovirus
or rotavirus) – hepatitis A and hepatitis E, sore throat with fever,
and fever with jaundice.
You must advise your supervisor if you are feeling unwell,
including when suffering from a cold, flu, and sties and other eye
infections.Food Standards Australia New Zealand explains the
requirements for food handlers and food businesses.

Food handlers – skills and

knowledge
Food handlers need to know how their actions can affect the
safety of the food they handle.

Food handlers need to know:

1.how to locate and follow workplace information
2.about their own food handling operations
3.how to identify and correct (or report) situations or procedures
that do not meet the business' food safety obligations
4.who to report food safety issues to within the business
5.their responsibilities in relation to health and hygiene
requirements.
The Australian Food Safety Standard 3.2.2 (Food Safety
Practices and General Requirements) requires that people who
handle food must have the appropriate skills and knowledge for
the work they do

PERSONAL HYGIEN

that cause food poisoning can be on everyone – even

Good personal hygiene can prevent food poisoning. Bacteria

healthy people. You can spread bacteria from

yourself to the food if you touch your nose, mouth,
hair or your clothes, and then food. Good personal
hygiene also makes good business sense.Good
personal hygiene practices help to prevent bacteria from
spreading to food. Thorough hand washing is a priority,
particularly before handling and preparing food. Personal
protective clothing should also be worn to minimise the
spread of dirt and bacteria and to prevent hair and fibres
getting into food.

Personal hygiene – why is it important?

Why is goof personal hygiene important? We
explain the standards of personal hygiene and why
this is important to keeping food safe.Being
involved in a service industry such as Tourism and
Hospitality means that you can have a direct effect
on the health and well being of customers and
fellow staff members.
Would you buy food from someone who looks dirty
and unkempt?
It is your duty to ensure that you do not put other
people, or yourself, at risk of health
problems.Personal hygiene also portrays
professionalism.
You have a legal and civil obligation to apply
correct hygiene practices.
As a Hospitality employee it is extremely
important to maintain high levels of personal
hygiene, especially if you are working with food.
Human bodies naturally harbour trillions of
bacteria which are easily transferred to food as
you work with it

Why is Personal Hygiene and Health

Important?
A key element of food safety are guidelines on personal
hygiene, especially if you are working with food.
Good personal hygiene means you should:

*Shower daily
*Shave (if required) and wash your hair.
*Do not touch your hair during work. Brush your hair prior to
service but never in a food area! Tie back long hair or cover
it with a hairnet or hat.
*Do not wear makeup or jewellery in the kitchen.
*Keep your nails short and clean, do not wear nail polish.
*Cuts, abrasions, and open sores harbour bacteria and
must be covered.
Bad habits include touching or scratching parts of your body
as this transfers bacteria onto food when you touch the food.
Other bad habits are eating or chewing while on-the-job,
biting your nails and smoking. Ensure that you clean yourself
and the work environment regularly.

Food and Beverage Terminology

Aboyer
Aboyer aids the communication between the kitchen and the
restaurant. He receives the food order from the service staff and
announces the order to the kitchen. Aboyer is responsible for the
hot plate section of the pantry.

A la carte Menu

A la carte menu is a type of menu, where the food items are

priced individually. The literary meaning of a la carte is “from
the card”

OR

A la carte menu is a multiple-choice menu, with each dish priced

separately. If a guest wishes to place an order he selects the item
from the menu and pays for the order he made. In an a la carte
menu all items are cooked to order and served with
accompaniments.

American Service

It is a type of table service. On the American menu, the food is

pre-plated and portioned at the kitchen. This type of service is
relatively less formal and seen in coffee shops.

ABC

ABC stands for Ashtray, Budvase and Cruet. ABC is kept at the
centre of the table while laying the cover.

Back of the House

Back of the house is the ancillary area of the restaurant, where

all the supporting service is carried out. Some of the back of the
house sections are the pantry, dishwashing, hot plate, still room
etc.

Bain Marie
Bain Marie is equipment that holds the Food hot. The equipment
contains a cylindrical drum, which is heated with water. Bain
Marie is usually used in the Hot Plate section of the pantry.

Barker

Barker is another term for Aboyer. Barker is the person who

communicates between the service and the kitchen and helps to
pick up the food on time. Usually, the order taken by the waiter
is handed over to the Barker.

Bone China

It is a white translucent ceramic material made from kaolin,

china clay and bone ash. It is used in restaurants to serve various
dishes.

Briefing

Briefing is done prior to the opening of the restaurant. In the

briefing, the senior staff gives instructions to the junior staff with
regard to the availability of dishes, special items of the day, and
also some training.

Buffets

Buffet is a type of assisted service, where food and beverage are

displayed at counters. Waiter assists at the counters to take the
food from the counters or the guest help themselves.

Bus Boy

A busboy is a person who helps the waiter. The main

responsibility of a busboy is to bring the food from the kitchen to
the sideboard (also called a dummy waiter) and also do the
clearance of plates from the table when the guests have left.

Carousel
Carousel is a circular counter that revolves to display the food
items. The carousel is fitted in such a way that one side is always
inside the kitchen and another side is in the service area. As the
carousel revolves the counter is filled up from the kitchen and
guests select the food as it revolves.

Carte du jour

Carte du jour means “card of the day”. It is used to highlight the

special dishes of the day. carte du jour is actually a supporting
menu to the main menu.

Chafing dish

It is a hollowware used to keep the food warm usually in buffet

service. The chafing dish has a water container, which is the
base, food container and place for fuel. Using the fuel the water
is heated up and in turn, the food is heated up with the hot
water.

Cover

Cover is the space on the table allotted for table-wares to the

guest to consume his/her meal. The size of the cover is 24 inches
* 18 inches for each guest.

Cutlery

Cutlery is the term that denotes all the cutting implements such
as knives. Cutlery can be made of EPNS or stainless steel.

Demi-tasse

Demi-tasse means half cup. It is used to serve coffee except

breakfast. Size of demi-tasse is 75 ml.

Dummy waiter/Demi waiter: Dummy waiter is another term for

side board. it is a restaurant furniture and used to keep all the
serving equipments for a meal session.
Elevenses: Elevenses is a meal served at 11 o’ clock. It includes
the food items as biscuits, cake etc. and usually offered to
children.

Gueridon trolley: It is a mobile trolley from which the gueridon

service is done.

Hostess: Hostess is a member of restaurant brigade. Duty of

hostess includes taking restaurant reservation and receiving
them at the door.

Indian breakfast: It is a type of breakfast, which includes Indian

dishes such as dosha, idly, chapathi etc. served with chutney and
vegetable curries. There are two types of Indian breakfasts viz.
North Indian and South Indian.

Lounge service: It is a type of specialized service. Lounge service

is done at the lounge of a hotel. Items such as morning tea,
afternoon tea, and alcoholic beverages are served in the lounge.

Maitre d’hotel: Maitre d’hotel is the Supervisor of the a F&B

outlet. He looks after the day to day operations of a food service
outlet.

Menu: Menu is a list of food and/or beverage than can be served

to a guest at a price. It helps guests to select what they would
like to eat and/ or drink. It is a document that controls and
directs an outlet’s operation and is considered the prime selling
instrument.

Mise-en-Scene: It means prepare the environment of the outlet

before service. Mise-en-scene includes preparing the restaurant
welcoming, create ambience with regard to cleanliness, furniture
setting and temperature.

OR

Mise-en-scene is the preparation of the environment of the

restaurant before starting the service session. Creating a
pleasing, safe and hygienic environment is the main task in the
Mise-en-scene. For the waiter the restaurant is the service area.
Before each service session, the restaurant should be made
presentable enough o accept guests.

Mise-en-place: Mise-en-place means “putting in place” and the

term denotes to the preparation of a work place for ultimate
smooth service. To ensure that the restaurant is ready for service
the waiter makes sure that this station has been efficiently
prepared for service.

Napkin: Napkin is restaurant linen. Napkin is used to decorate

the table using various folds and also used to keep on the lap of
the guest to protect their clothes during service.

Sommelier: Sommelier is the French term for wine waiter. He is

responsible for the service of all alcoholic drinks during the
service of meals, and is also a sales person. He requires to have a
thorough knowledge of beverages and wines as food
accompaniments.

Trancheur: Trancheur is the French term for carver. His

responsibility is to carve the meat joints in front of the guest and
serve to them.

Salesmanship: The food and beverage service personnel are

technical salespersons, hence they should have a thorough
knowledge of the proper presentation and service of all the food
and beverage served in the establishment.

Tableware: Table ware is a type of restaurant equipments used

to keep on the table. Table ware includes flatware, cutlery and
hollowware. Table ware is made either EPNS or stainless steel.

Silver Dip: Instantly removes tarnish from silverware, silver

plate, cutlery and small silver items. Quickly cleans even difficult
to reach places such as between fork tines. Gives silver a brilliant
shine. Just dip, rinse and dry.

Polivit: Polivit is the one of the fastest methods of cleaning

silverware. For this one needs aluminum foil, baking soda,
shallow pan and a clean cloth. The baking soda will "polish" the
silverware, removing dirt, stains, and grease. Rinse the
silverware thoroughly under warm, running water. Air-dry the
silverware on a clean towel. Buff the silverware with a soft, clean
cloth.

Burnishing machine: This is a revolving drum like container

using for cleaning silver ware, with safety shield attached to it..
The burnishing machines are attached with ball bearing to run
that effectively. Soap power is used to clean the silver ware
hygienically.

Thermal shock: Thermal shock is the result of glass experiencing

a sudden temperature change. Glass holds temperature, and a
rapid change in temperature can cause enough stress to result in
breakage.

Mechanical shock: Mechanical shock in glassware is the direct

result of contact with another object, such as a spoon, a beer tap,
another glass, or a piece of china. This kind of contact can cause
a minute abrasion, invisible to the eye, but a source of weakness
in the glass, making it more susceptible to breakage from impact
or thermal shock.

Disposables: Disposables are use and throw products used in the

service of food and beverage productsThis is largely due to the
increasing demand for fast food items. There are different types
of disposable used in the catering business and mostly they are
used in outdoor catering, vending machines, fast food outlets &
hotels.
Special equipments: Special equipments are for specialized
services. They are not used in regular services. Specialized
equipments are divided into Trolleys and Miscellaneous
equipments. Some of the trolleys used in a restaurant are
gueridon trolley, bain marie, vending machine, hot plate etc.

EPNS (Electro Plated Nickel Silver): EPNS is Silverware made of

silver plating. Silver plating is a thin layer of silver on top of
another metal. It is made by an electrical process, hence the
name – Electroplated Nickel Silver. Cutleries and crockery’s of
high class establishments are made out of EPNS which includes
different types of forks, knifes, pots, plates, salvers etc.

Table d’hôte or a fixed menu: Table d’hôte refers to a menu of

limited choice. It usually includes three or five courses available
at a fixed price. It is also referred to as a fixed menu. This term is
known to caterers by its abbreviation TDH menu. A table d’hôte
menu is a complete meal at a predetermined price.

Hors d’oeuvre: Hors d’oeuvre course aimed to stimulating the

palate, and consists of small tasty dishes, using a large array of
different items such as anchovies, olives, cheese and smoked
fish. They are often referred to a starters or appetizers. This
course could also include salads.

Entrée: Entree is the first meat in a French Classical menu. It

usually comprises a dish made up of steak, cutlets, casseroles or
stews. Some example are Steak au poirre, Veal cutlets, and Irish
stew.

Dessert: This is the fruit course in the French classical menu and
usually presented in a basket (Corbielle de Fruits) and placed on
the table, as part of the table décor, and served at the end of the
meal. All forms of fresh fruit and nuts may be served in this
course.
Table Service: It is a type of service. Table service is the service
done at the table, where the guests are seated. In the table
service either service personnel or waiter serves the food to the
guests or the guests help themselves.

American service: American service is a pre-plated service which

means that the food is served onto the guest’s plate in the
kitchen itself and brought to the guest. The portion is
predetermined by the kitchen and the accompaniments served
with the dish balances the entire presentation in terms of
nutrition and color. This type of service is common in a coffee
shop where service is required to be fast.

English service: English service is often referred to as “Host

Service” or “Silver service”. The food is brought on platters by
the waiter and is shown to the host for approval. The waiter then
portions the food and serves to the guest plate.

French service: It is a very personalized service. Individual

portioned food is brought from the kitchen in dishes and slavers
which are placed directly on the table. The plates are kept near
the dish and the guests help themselves.

Russian service: Table is laid with food for guests and

presentation is done elaborately. Guests help themselves. This is
an elaborate silver service much on the line of French service.
Display and presentation are the major part of this service. Some
parts of the service such as carving and portioning etc are done
by the waiter.

Gueridon service: This is a service done from the gueridon

trolley. The cooking is done at the gueridon trolley place near the
guest table and service is done at the guest table. The waiter
plays an important role as he is required to fillet, carve, flambé
and prepare the food with showmanship.
Self Service: In the self service the service is done by customer
themselves. The guests collect the food from the counters and
then he/she may sit at the table or stand at high table to have the
food.

Counter service: Counter service sometimes called cafeteria

service. The guests come in line, collect their food from the
counter and seat at the table to have the food. Food may be
grouped together such as cold and hot, or main course and
desserts etc. In some places the guests also have to clear the
empty plates and cutleries after having the food.

Echelon: In echelon service the counters are arranged in such a

way that it provides better view of the foods and arranged in
angular way.

Carousel: The carousel is a circular counter that revolves to

display the food items. The carousel is fitted in such a way that
the one side is always inside the kitchen and other side is in the
service area. As the carousel revolves the counter is filled up
from the kitchen and guests selects the food as it revolves.

Carvery: Carvery is a type of assisted service. This service

method includes both table service and self service. Some parts
of the service is done by the waiter at the table and some parts
of the service is done guests themselves.

Take away: The food order is placed at a counter and the food is
collected from the same counter and take the food away from the
premises for consumption.

Drive thru:The customer drives the vehicle to the counter and

orders and collects the food and leaves the counter.

Vending Machine: The customer inserts the value of the food

item displayed in the vending machine and selects the food by
pressing a knob. The vending machine dispenses the selected
food. The vending machine can dispense hot or cold food.

Food courts: Food courts include series of individual counters

where customer may either order and eat, or buy from a number
of counters and eat in separate eating area.

Kiosks: Kiosks are outdoor arrangements that provide food and

beverages to people in a specific location.

Guest Service Cycle: Guest service cycle refers to the activities

provided to the guests while in the restaurant. Guest service
cycle is the process, which repeats to every guest. Learning
guest service cycle is very important, because a good waiter
should know what are the activities done in the restaurant during
the service.

Social Skill: Social skill is a skill, which enable us to deal with social situations.
Social skills have an important part to play in food and beverage service.
Because service is about meeting the guest’s psychological needs and making
him feel welcome, and social skills are essential part of this process. Social
skills can be used for selling of food and beverage products also.

Specialized Service/ In-Situ: In-situ service is the service provided at the place,
which is primarily not meant for service. Examples of in-situ services are:

1.Tray service: In the tray service the food and beverages are brought in a tray
and given to guests. Such service are seen in hospitals, guest rooms etc

2.Room service: In room service the service of food and beverages are done in
the guest room. The food is taken to the guest room in a tray or room service
trolley.

3.Drive-in service: The guests order the food from the vehicle parked at
designated areas and service is done at the vehicle. The food is placed on trays
that are clipped in the door or steering wheel.

4.Lounge service: In lounge service the food and beverage is served at the
lounge area of a hotel.

Kot/ Bot Controll System: A variety of control systems are used in the hotel
industry. One such important control system is the KOT control. When an order
is taken from a guest, it is ordered in triplicate on a Kitchen Order Ticket. One
copy goes to the kitchen, against which the chef prepared the dishes ordered
for. The second copy goes to the cashier to make the bill. The third copy is the
waiter’s copy, against which the food or beverage to be served to the guest is
picked up.

Specialty Restaurant: Speciality restaurant is a restaurant serves

specialized cuisines. Service in a specialty restaurant is both
formal and stylish. The prices tend to be high because of higher
overheads. The menu may be an a la carte, buffet, or a table
d’hote. Waiters should be highly skilled, as specialized services
such as preparation of food at tables and flambés, may have to be
done.

Coffee shop: Coffee shop is a 24 hours F&B outlet. Usually coffee

shop situated near to the lobby of a hotel. Style of service is
American that is pre-plated. The menu of coffee shop is varied.
Menu comprises of Full-day menu or according to meal session.

Cafeteria Service: This service exists normally in industrial

canteens, colleges, hospitals or hotel cafeterias. To facilitate
quick service, the menu is fixed and is displayed on large boards.
The guest may have to buy coupons in advance, present them to
the counter waiter who then services the desired item.
Sometimes food is displayed behind the counter and the guess
may indicate their choice to the counter attendant. The food is
served pre-plated and the cutlery is handed directly to the guest.
Guests may then sit at the tables and chairs provided by the
establishment.

Fast food Service: There is a predominant American influence in

fast food style of catering. The service of food and beverages in a
fast food restaurant is at a faster pace, than at an a la carte
restaurant as the menu is compiled with a special emphasis on
the speed of preparation and service. To make this type of
service financially viable, a large turnover of customers is
necessary. The investment is rather large, due to the specialized
and expensive equipment needed and high labor costs involved.

Room service: Room service is offered to the resident guests.

Guests order food and/ or beverages to the kitchen and order is
taken by the room service order taker. Once the order is taken
then it is passed to the kitchen. Once the order is ready the room
service waiter serves the food and/ or beverage at the room.
Along with the food, the bill is also presented to guest to be
signed or payment.

Banquet Service: Banquet functions are the services provided at

a fixed time and at a fixed venue. The banquet service is
inevitable in a hotel due to its revenue earning potential. The
reason is that banquet can offer service to a large number of
guests at a time. Banquet service can be formal or informal.

Bar service: There are normally two kinds of bars in Indian

hotels. One is the public bar, and the other is the service or
dispense bar. The public bar is located in the public areas, and is
used for the service of paying customers, be it in-house guests or
non-residents. The dispense bar is used for dispensing drinks to
other outlets of the hotel such as coffee shop, room service
outlet, banquets and the specialty restaurant. It is generally
located in the back area of the hotel and is open round the clock.
It should be adequately equipped to meet the demands of all the
outlets.

Vending Machine: Vending machines are machines dispensing

food and beverages and placed at various places. The main
advantages of vending machines are the convenience. But the
main disadvantage is the limited choice. Vending machines does
not require the help of service staff to operate.

Ancillary Areas and Services: Vending machines are machines

dispensing food and beverages and placed at various places. The
main advantages of vending machines are the convenience. But
the main disadvantage is the limited choice. Vending machines
does not require the help of service staff to operate.

1.Pantry

2.Still room

3.Silver room

4.Linen Room

5.Hot plate

6.Wash-up area

7.Kitchen stewarding
Salver

A Salver is usually a round plate made of either plastic, glass or

metal depending on the hotel policy. This plate or tray is used by
F&B Service personnel to deliver dishes, water, cleanup the
table and for every purpose that requires carrying something to
and from guest to back area including delivery of cheques (US)
or bill (UK/India).

TOURISM
TOURISM is travek for pleasure or bussiness;also the
theory and practice of touring,the business of attracting,
accommodating,and entertaining tourists,and the
bussiness of operating tours.The WORD TOURISM
ORGANISATION defines tourism more generally,in
terms which go "beyond the common perception of
torisum as being limited to holiday actitvity only",as
people "travelling to and staying in places outside their
usual environment for not more then one consecutive
year for leisure and not less then 24 hours,business and
other purposes.Tourism can be domestic (within the
traveller's own country)or International ,and
international tourism has both incoming and outgoing
implications on a country's.

Tourism is distinguished from exploration in that tourists

follow a “beaten path,” benefit from established systems
of provision, and, as befits pleasure-seekers, are
generally insulated from difficulty, danger, and
embarrassment. Tourism, however, overlaps with other
activities, interests, and processes, including, for
example, pilgrimage. This gives rise to shared
categories, such as “business tourism,” “sports tourism,”
and “medical tourism” (international travel undertaken
for the purpose of receiving medical care).

SAFETY AND PRECAUTIONS:

5 Ways to Help Patrons Feel Secure at Your
Hotel
1.Take the Standard Safety Precautions.
2.Consult with Experienced and Qualified
Experts.
3.Maintain Face-to-Face Check-in and Ask
Questions.
4.Conduct Periodic Background Checks.
5.Plan for All Possible Safety and Security
Concerns.
Protect your guests and business from trouble by
establishing strong hotel safety and security procedures.

When guests book with you, they expect a high level of

hotel safety and security. After all, patrons are
entrusting you with the well-being of themselves and
their loved ones and protecting their belongings.
Precautions like extra secure room keys and peephole
covers are the minimum for security, but the hotels that
go above and beyond really stand out. Guests sleep easy
knowing hotel safety and security are top priorities for
you and your staff. Keep your guests free from harm and
satisfied with their experience with these safety
tips.There are many different tips, tricks, and
suggestions from hotels and travelers alike when it
comes to easing the stress of travel. From navigating a
new town to figuring out transportation, travelers face
many challenges.

But whether you’re running a small B&B or a big resort,

there’s one concern that should be above all else:
protecting your guests.

Hotel safety and security are a big worry for many

travelers. Whether your patrons are couples, families,
business travelers, or single explorers, all guests
consider your hotel their temporary “home away from
home.” Therefore, it’s vital to the success of your
establishment that you implement the most sophisticated
hotel safety and security measures within your business.
This will ensure that every customer who walks through
your door feels welcomed, pampered, and 100 % safe
with their temporary living situation.

Today guests are paying more attention to hotel safety

and security before booking. They read reviews and
check on the experience of other guests. If you want to
protect your reputation and keep your guests satisfied,
keep them safe. It only takes one negative experience or
review to turn guests off to your establishment.

5 Ways to Help Patrons Feel Secure at

Your Hotel
1. Take the Standard Safety Precautions

Before focusing on extra security precautions, first

ensure your hotel safety basics are covered. Each room
should feature a safe or lockbox (or at the very least, you
should offer valuable storage from the front desk). A
secure room key system, password-protected WIFI, and
peepholes are all basic expectations for guests.

These days, a working telephone isn’t always on the

forefront of every guest’s mind, but most rooms rely on a
telephone system for communication between guests and
the front desk in the hotel industry. Ensure that all the
telephones are working properly and that guests can
access you if they need anything, from extra amenities to
a replacement for their room key.For guests’ safety, each
room should be equipped with smoke detectors, which
should be checked regularly. Check that evacuation
instructions are readily accessible and easy for guests to
decipher in any language or circumstance. Your staff
should be trained in CPR and basic first aid training, and
you may want to have AEDs (Automatic External
Defibrillators) on-site as well.

Security cameras and alarm systems are a standard

expectation to protect guests as they traverse your
hallways. Smaller establishments may not need a full-
time security guard, but a front desk associate should
always be present. Instead, build connections with local
law enforcement and emergency personnel so they can
respond quickly and efficiently in an emergency.It’s an
unfortunate reality that travelers are easy targets for
criminals and often experience emergencies. They’re
away from home, in an unfamiliar place, and often
carrying cash. Eating, sleeping, and activity patterns are
irregular as well. Taking extra precautions toward hotel
safety and security will keep your guests happy,
comfortable, and protected.

2. Consult with Experienced and Qualified Experts

Once the basics are established, there are plenty of ways

to enhance the security of your establishment. One key
to effective hotel safety and security is enlisting the right
people to help. An experienced team of trained safety
experts will assist you in assessing your current
practices and identifying areas for improvement.

A security assessment will help you identify the “blind

spots” in your hotel—common areas not in the view of
security cameras. The hotel pool, gym, game room,
laundry room, hallways, lobby, and restaurant should be
visible to staff at all times. Should any concerns arise,
surveillance footage can be extremely helpful. Privacy
may be a concern for guests, but security cameras of
common areas, hallways, and entryways will be
reassuring rather than alarming.

Security personnel can also help you assess your

evacuation and emergency protocol. Do you know how to
get every guest to safety in an emergency? Are your staff
members also familiar with the plan? Evaluate the
current safety plan and the security cameras installed in
your hotel. Are there areas for improvement? Invest the
time and money into an experienced hotel safety and
security team to raise the value of your establishment
today.

3. Maintain Face-to-Face Check-in and Ask Questions

When a new guest arrives, face-to-face check-in

conversations are a crucial part of hotel safety and
security. In-person interaction has the power to deter a
terrible or dangerous situation. Your concierge staff has
the opportunity to speak directly with every person who
will spend the night in your hotel. This is a prime
opportunity for your staff to ask questions and get to
know a little bit more about the guests before issuing
room keys.

Enlist the help of safety and security professionals to

train your front desk staff on recognizing suspicious
behavior. Adopt an “if you see something, say
something” policy. Educate concierge and front desk
receptionists on what questions they should ask guests
before completing a reservation. Do their answers make
sense? Do they say anything that raises any red flags? Do
you feel comfortable around this person?

Staff should also learn to identify signs of credit card

fraud and identity theft (a common concern for personal
information handlers). You can protect your guests and
your establishment through proper training and watchful
eyes.

Today, many modern hotels are moving to electronic

check-in for guests to save time. Unfortunately,
eliminating the human element removes a valuable
opportunity to notice any warning signs. There are
workarounds that can still keep the check-in process
efficient and a presence at the desk is key for safety.
Educate your staff on common warning signs, suspicious
answers, and behaviors to watch out for. In today’s
world, hotel safety and security precautions like this are
highly pertinent.

4. Conduct Periodic Background Checks

Always remember, as the head of your hotel, safety and

security begins with your employees. Chefs, room
service waitstaff, housekeeping, and maintenance are in
close quarters with your guests every day. Front desk
personnel handle your guests’ credit card and personal
information and often secure their valuables. It’s your
responsibility to ensure the people you hire have good
intentions and have the best interest of both your hotel
and the customers in mind.

Conducting reference and background checks on your

employees is a sure way to stay on top of who’s working
for you and interacting with your guests. Take a real
interest in your employees and get to know more about
them. Understanding the people representing your
business and interacting with your customers is a vital
part of running a safe and successful hotel.

Sites like GoodHire and Total Reporting help make

conducting a background check process easy and
accessible. Never forget that hotel safety and security at
your establishment start with you. Lead by example so,
with complete confidence, you’re able to guarantee your
guests a safe environment surrounded by the utmost
responsible, dependable, and ethical employees around.
And if for some reason, a member of your staff doesn’t
turn out to be the person you thought they were, you can
responsibly terminate the relationship before any guests
are impacted.

5. Create a Clear and Effective Emergency Response

Plan

A large part of your establishment’s hotel safety and

security is measured by the way in which you react to an
emergency. Setting up clear and effective emergency
response and evacuation plans before disaster strikes
will keep your guests secure. Preparing your staff and
employees with a procedural plan will keep everyone
safe and clear-headed should the worst occur.

Pre-planned emergency steps protect your guests, but

they will keep your employees safe too. With disastrous
hotel emergencies ranging from fire, natural disasters,
robberies, and devastating shootings in the new, an
emergency plan is a necessity. It’s crucial your
employees know what to do and how to respond so your
guests are guided in the right direction.

When emergency strikes, guests turn to you to show

them what to do and where to go. It’s a heavy
responsibility to hold, and it’s up to you and your staff to
prepare for such a situation so there are never any
surprises. Security experts can also advise you of your
liability and responsibility should the worst case occur.

6. Plan for All Possible Safety and Security Concerns

Physical safety is not travelers’ only concern. The

COVID-19 pandemic continues to remain a concern for
many travelers and hotel guests. To keep your visitors
happy and healthy, be sure to follow strict protocols for
cleanliness in rooms and common areas.
Data security is another major concern for travelers.
Protecting data should be part of your safety protocols.
Keeping your data protection up to date is just as
important as keeping the hallways safe for guests.Take
the time to regularly assess and revamp your hotel safety
and security procedures. When guests book a stay at
your establishment, whether that be a bed and breakfast,
inn, or lodge, they expect you to keep their families
along with their personal possessions safe from
harm.Putting your patrons first means putting their best
interest and safety above all else. From basic security
protocols to suspicious behavior training and emergency
response planning, the extra safety precautions will
boost your reputation (and your bookings) and ensure
everyone rests a little easier.

Hotel owners always need to be on top of hotel safety

issues – particularly when it comes to the pool area.
Pools are of course a draw for guests and a popular
place, so make sure yours is up to code! NSF
International is the agency that certifies pools
nationwide, and their website provides a list of standards
and regulations for pool owners to follow in order to be
in full compliance with laws.Additionally, remember the
most important rule of pool safety and never leave a
child unattended at a pool. Having proper enclosures,
well-posted signage and sturdy, functional railings in
good condition are all part of making a pool more child-
friendly and safe.Your employees should also be trained
on any pool safety regulations and requirements, so that
they can be on the lookout for any issues or problems.
These employees should also be trained on proper
chemical levels for the pool and CPR in case of an
emergency.

ETIQUETTE BASIC
CONSERVATION
Using good manners puts others before you and is a sign
of respect and courtesy. Etiquette implies polite behavior
and can help build relationships with people, whether it
is applied in the workplace or at a social gathering. As
some work environments move towards more informal
workspaces and open space, good manners become more
important to building teamwork and positive
communications amongst coworkers. Here are some tips
to making conversations using good manners:

1.Make “please” and “thank you” part of your daily

conversation.

2.When someone says, “Thank you,” say “you’re

welcome” in response.

3.Avoid awkward words such as um, huh, hmm, nah and

yeah. Instead, pause and think before speaking.

4.Keep your tone of voice pleasant.

5.Take care with “friendly put-downs” that actually tend

to hurt and are not really funny like you intend, i.e. “shut
up” or “so what.”

6.Break the ice by asking questions such as, “Where are

you from?” or “What are your hobbies?”

7.Take turns talking and avoid telling long stories or

sharing too many details.

8.If you are on a cell phone in a public place, find a quiet

place you can continue the conversation or keep your
voice down so that the entire area does not have to hear
your conversation.

9.When leaving a message on an answering machine or

voicemail, speak clearly; always indicate your name, who
you are calling for and why you are calling.

10.Be a good listener by nodding your head and making

eye contact.

11.Comment on what the other person has said.

12.Do not interrupt while someone else is talking.

13.Depending on the generation you are communicating

with, consider not emailing, texting or talking on
electronic devices while conversing with someone. For
many, this is interpreted as disrespectful.

Putting these tips into practice will enhance new

conversations and strengthen relationships with friends
and coworkers.

IDENDIFICATION AND USE OF

TOLLS & EQUIPMENTS
Here is a list of equipment and furniture, racks and
cabinets, etc. usually used in hotels run on manual/
mechanical and automatic systems, i.e., non-automated,
semi-automatic, and fully automatic systems.

Manual Equipments

1. Room Rack

• Located just behind the front desk.

• The room rack is a wooden framework designed and

contains a metallic array of pockets which contains large
number of room rack slips for showing the Reservation
and HK status of each guest room of a property.

• The Room Rack slip contained in the metallic pockets

shows the type of room, the occupancy status of
guestroom and name of the guest registered in the guest
room.

2. Information Desk

• Positioned at the front desk and used by the front desk

agent to track the various in house guest of the hotel.

• Information contained in the information rack are name

of the guest, number and type of room occupied, rate of
the guestroom and departure and the billing
instructions.

3. Mail And Message Rack

• It contains an array of pigeonholes with each
pigeonhole used to store the various mails and messages
received for an in-house guest.

4. Key Rack

• It is underneath the counter of front desk.

• It contains array of slots used to keep the keys of the

guestrooms.

5. Folio Bucket

• It is used in the front desk Cash section.

• It contains large number of slots where folios are

arranged sequentially according to room number.

• It is used by the Front Office Cashier to store and track

the folios of the registered guests of the hotel and also
used to maintain the folios safely for future use and
reference.

Semi – Automated

1.Posting Machine

• For posting the various charges in the accounts of the

guest.

• Used to calculate totals of the guest accounts,

departments and transactions.

• There is a keypad in account posting machines which

enables cashier to enter room number and type of
transaction.
2. Cash Register

• It is used to record various sales of sundries at the

Front Desk such as stamps , Newspapers , Candies.

• It includes a key pad , category key and amount

entering key.

3. Wake Up Devices

• It is used to remind the guests of the awakening the

guest at the requested time.

• The most famous device is James Remindo Timer which

is an alarm clock with pull out pins.

• Simple alarm clocks are used .Wake up calls are

recorded in wake up sheet with information of time ,
room number and name of the guest.

4. Credit Card Imprinter

• It is used when the guest makes a payment at the time

of settling the bill.

• Makes an imprint of the credit card used by the guest

as a method of payment.

5.Typewriter

• Used for preparing Front Office Documents like :

I. Registration Card Of the Guest

II. Group Reservation Confirmation letter

III. To conduct other word processing job

Automatic

6.Credit Card Validator

• To check the validity of the guest credit card at the

time of arrival as a mode of payment.

• It is a computer terminal linked to the credit card data

bank which holds the information concerning the validity
of the credit card of the guest.

7. Time Stamping Machine

• It is used to record the check in and checkout time of

the guest and delivery time of any mail or message for
the in- house guest.

• It imprints the time and date on a piece of paper and is

important for carrying out front office operations.

8. Fax Machine

• Facsimile Automated Xerox

• It operates through telephone lines to receive and send

official documents.

9. Call Accounting System

• It is fully computerized telephone system which allows

the proper billings of the outgoing calls of the guest.

• It is also known as APBX known as Automatic Private

Branch Exchange.

10. Computers
• It is used for the purpose of :

Reservation

Registration

Accounting

Auditing

User friendly.