Professional Documents
Culture Documents
Taguig City University
Taguig City University
City of Taguig
MODULE 1 – MIDTERM
COLLEGE OF HOSPITALITY AND TOURISM MANAGEMENT
COURSE MODULE in
II. INTRODUCTION
The model shows the interaction between the needs and goals of the
guests (N and G) and the product, behavior and environment of the service
provider (P, B, and E), leading to a certain guest experience as well as returns
for the service provider. When the needs of the guest have been met (or even
exceeded), a guest is likely to return. If the expectations have not been met,
this guest will probably not pay another visit and may in fact share this negative
experience with other people, with possible negative effects for the service
provider. In order for a company to be successful in the hospitality industry, it is
crucial for it to be able to assess the different needs and wishes of its guests
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.
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
Banquet Manager
The Banquet Manager is responsible for:
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
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:
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:
• 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.
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.
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.
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Figure 5.9 Examples of Single-Point Service
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.
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.
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Home Delivery Food delivered to a customer’s home or place of work. For
example, home delivery of pizza or Meals on Wheels.
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.
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The concept was developed by Georges Auguste Escoffier (1846-1935). This
structured team system delegates responsibilities to different individuals who
specialize in certain tasks in the kitchen.
List of positions
This is a comprehensive list of the different members of the kitchen brigade.
Only the largest of establishments would have an extensive staff of this size.
As noted under some titles, certain positions are combined into other positions
when such a large staff is unnecessary. Note: Despite the use of chef in English
as the title for a cook, the word actually means "chief" or "head" in French.
Similarly, cuisine means "kitchen", but also refers to food or cooking generally,
or a type of food or cooking.
• Chef de cuisine (kitchen chef; "chief of the kitchen")
is responsible for overall management of kitchen; supervises staff, creates
menus and new recipes with the assistance of the restaurant manager, makes
purchases of raw food items, trains apprentices, and maintains a sanitary and
hygienic environment for the preparation of food.
• Sous-chef de cuisine (deputy/second kitchen chef; "under chief")
receives orders directly from the chef de cuisine for the management of the
kitchen, and often serves as the representative when the chef de cuisine is not
present.
• Saucier (saucemaker/sauté cook)
prepares sauces and warm hors d'oeuvres, completes meat dishes, and in
smaller restaurants, may work on fish dishes and prepare sautéed items. This
is one of the most respected positions in the kitchen brigade.
• Chef de partie (senior chef; "chief of the group")
is responsible for managing a given station in the kitchen, specializing in
preparing particular dishes there. Those who work in a lesser station are
commonly referred to as a demi-chef.
• Cuisinier (cook)
is an independent position, usually preparing specific dishes in a station; may
also be referred to as a cuisinier de partie.
• Commis (junior cook)
also works in a specific station, but reports directly to the chef de partie and
takes care of the tools for the station.
• Apprenti(e) (apprentice)
are often students gaining theoretical and practical training in school and work
experience in the kitchen. They perform preparatory work and/or cleaning work.
• Plongeur (dishwasher or kitchen porter)
cleans dishes and utensils, and may be entrusted with basic preparatory jobs.
• Marmiton (pot and pan washer, also known as kitchen porter)
in larger restaurants, takes care of all the pots and pans instead of the plongeur.
• Rôtisseur (roast cook)
manages a team of cooks that roasts, broils, and deep fries dishes.
• Grillardin (grill cook)
in larger kitchens, prepares grilled foods instead of the rôtisseur.
• Friturier (fry cook)
in larger kitchens, prepares fried foods instead of the rôtisseur.
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• Poissonnier (fish cook)
prepares fish and seafood dishes.
• Entremetier (entrée preparer)
prepares soups and other dishes not involving meat or fish, including vegetable
dishes and egg dishes.
• Potager (soup cook)
in larger kitchens, reports to the entremetier and prepares the soups.
• Legumier (vegetable cook)
in larger kitchens, also reports to the entremetier and prepares the vegetable
dishes.
• Garde manger (pantry supervisor; "food keeper")
is responsible for preparation of cold hors d'oeuvres, pâtés, terrines and aspics;
prepares salads; organizes large buffet displays; and prepares charcuterie
items.
• Tournant (spare hand/roundsman)
moves throughout the kitchen, assisting other positions in kitchen.
• Pâtissier (pastry cook)
prepares desserts and other meal-end sweets, and for locations without a
boulanger, also prepares breads and other baked items; may also prepare
pasta for the restaurant.
• Confiseur
in larger restaurants, prepares candies and petit fours instead of the pâtissier.
• Glacier
in larger restaurants, prepares frozen and cold desserts instead of the pâtissier.
• Décorateur
in larger restaurants, prepares show pieces and specialty cakes instead of the
pâtissier.
• Boulanger (baker)
in larger restaurants, prepares bread, cakes, and breakfast pastries instead of
the pâtissier.
• Boucher (butcher)
butchers meats, poultry, and sometimes fish; may also be in charge of breading
meat and fish items.
• Aboyeur (announcer/expediter)
takes orders from the dining room and distributes them to the various stations;
may also be performed by the sous-chef de partie.
• Communard
prepares the meal served to the restaurant staff.
• Garçon de cuisine ("kitchen boy")
in larger restaurants, performs preparatory and auxiliary work for support.
The provision of food and beverages away from home forms a substantial
part of the activities of the hospitality industry and, indeed, of the economy as
a whole. Like the industry of which it is a major part, food and beverage
operations are characterized by their diversity. Outlets include private and
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public sector establishments and range from small independently owned and
operated units to large multi-national corporations managing global brands and
from prison catering to catering in the most luxurious hotels in the world. It is
however very difficult to get hold of consistent statistics about the hospitality
industry and about food and beverage operations as there is no one single
definition of what the boundaries of the various industry sectors and subsectors
are and therefore what should and should not be included.
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.
VI. SELF-PROGRESS TEST/ACTIVITY
Essay:
1. Discuss the different types of F&B Service Operations
2. Recite the positions in Brigade de Cuisine
IX. REFERENCES
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