Food and Beverage Service I

Hawassa University School of Hotel and Tourism
Chapter One: The Catering Industry

1.1 Introduction
Hospitality is probably the most diverse but specialized industry in the world. It is certainly one of the largest,
employing millions of people in a bewildering array of jobs around the globe. Sectors range from the glamorous
five-star resort to the less fashionable, but arguably more specialized, institutional areas such as hospitals, industrial
outfits, schools and colleges. Yet, of these many different sectors, catering has to be the most challenging. Whatever
the size of the catering operation, the variety of opportunities available is endless. “The sky is the limit with
catering”. The food service industry (catering industry in British English) encompasses those places, institutions and
companies that provide meals eaten away from home. This industry includes restaurants, schools and hospital
cafeterias, catering operations, and many other formats, including ‘on-premises’ and ‘off-premises’ caterings.
Catering is a multifaceted segment of the food service industry. There is a niche for all types of catering businesses
within the segment of catering. The food service industry is divided into three general classifications: commercial
segment, noncommercial segment, and military segment. Catering management may be defined as “the task of
planning, organizing, controlling and executing”. Each activity influences the preparation and delivery of food,
beverage, and related services at a competitive, yet profitable price. These activities work together to meet and
exceed the customer’s perception of value for his/her money.
1.2 Catering Segments
Catering management is executed in many diverse ways within each of the three segments. The first, commercial
segment, traditionally considered the profit generating operation, includes the independent caterer, the restaurant
caterer, and the home-based caterer. In addition, hotel / motel and private club catering operations are also found in
this category.
Military Segment Commercial Segment Non-commercial Segment

1. Military Functions 1. Independent Caterers 1. Business / Industry Accounts
2. Diplomatic Functions 2. Hotel/Motel Caterers 2. School Catering
3. Private Clubs 3. Health Care Facilities
4. Restaurant / Catering Firms 4.Transportation Catering (in-flight catering)
5. Recreational Food Service (amusement and
theme parks, conference and sport arenas)
6. College and University Catering
7. Social Organization (fraternal & social clubs)
Figure 1.1 Modern Catering Categories.
The non-commercial segment or the ‘not-for-profit’ operations consists of the following types of catering activities:
business / industry accounts, school, college and university catering, health care facilities, recreational food service
catering, social organizations and transportation food service catering. The military segment encompasses all
catering activities involved in association with the armed forces and / or diplomatic events.
1.4 Types of Catering
There are two main types of catering on-premises and off-premises catering that may be a concern to a large and
small caterer. On-premise catering is any function (banquet, reception, or event) that is held on the physical
premises of the establishment or facility that is organizing/sponsoring the function. On-premise catering differs from
off-premise catering, whereby the function takes place in a remote location, such as a client’s home, a park, an art
gallery, or even a parking lot, and the staff, food, and decor must be transported to that location. Off-premise
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catering often involves producing food at a central kitchen, with delivery to and service provided at the client’s
location. Part or all of the production of food may be executed or finished at the location of the event. Catering can
also be classified as social catering and corporate (or business) catering. Social catering includes such events as
weddings, high school reunions, birthday parties, and charity events. Business catering includes such events as
association conventions and meetings, civic meetings, corporate sales or stockholder meetings, recognition
banquets, product launches, educational training sessions, seller-buyer meets, service awards banquets, and
entertaining in hospitality suites.
1.4.1 On-Premise Catering
All of the required functions and services that the caterers execute are done exclusively at their own facility. For
instance, a caterer within a hotel or banquet hall will prepare and cater all of the requirements without taking any
service or food outside the facility. Many restaurants have specialized rooms on-premise to cater to the private-party
niche. A restaurant may have a layout strategically designed with three separate dining rooms attached to a
centralized commercial food production kitchen. These separate dining rooms are available at the same time to
support the restaurant’s operation and for reservation and overflow seating. In addition, any of the three dining
rooms may be contracted out for private-event celebrations and may require their own specialized service and menu
options. Other examples of on-premise catering include hospital catering, school, University/college catering.
Course Material Food and Beverage Service I

1.4.2 Off-Premise Catering

Off-premise catering is serving food at a location away from the caterer’s food production facility. One example of a
food production facility is a freestanding commissary, which is a kitchen facility used exclusively for the preparation
of foods to be served at other locations. Other examples of production facilities include, but are not limited to, hotel,
restaurant, and club kitchens. In most cases there is no existing kitchen facility at the location where the food is
served. Caterers provide single-event foodservice, but not all caterers are created equal. They generally fall into one
of three categories:
Party Food Caterers:
Party food caterers supply only the food for an event. They drop off cold foods and leave any last-minute
preparation, plus service and cleanup, to others.
Hot Buffet Caterers:
Hot buffet caterers provide hot foods that are delivered from their commissaries in insulated containers. They
sometimes provide serving personnel at an additional charge.
Full-Service Caterers:
Full-service caterers not only provide food, but frequently cook it to order on-site. They also provide service
personnel at the event, plus all the necessary food-related equipment - china, glassware, flatware, cutleries, tables
and chairs, tents, and so forth. They can arrange for other services, like décor and music, as well. In short, a full-
service caterer can plan and execute an entire event, not just the food for it.
1.5 Types of Catering Establishments
Various catering establishments are categorized by the nature of the demands they meet. The following are some of
the catering establishments.
1.5.1 Restaurant
A restaurant is an establishment that serves the customers with prepared food and beverages to order, to be
consumed on the premises. The term covers a multiplicity of venues and a diversity of styles of cuisine. Restaurants
are sometimes also a feature of a larger complex, typically a hotel, where the dining amenities are provided for the
convenience of the residents and for the hotel to maximize their potential revenue. Such restaurants are often open to
non-residents also.
1.5.2 Transport Catering
The provision of food and beverages to passengers, before, during and after a journey on trains, aircraft and ships
and in buses or private vehicles is termed as transport catering. These services may also be utilized by the general
public, who are in the vicinity of a transport catering unit. The major forms of modern day transport catering are
airline-catering, railways catering, ship catering and surface catering in coaches or buses which operate on long
distance routes.
1.5.2.1 Airline Catering
Catering to airline passengers on board the air craft, as well as at restaurants situated at airport terminals is termed as
airline catering. Modern airports have a variety of food and beverage outlets to cater to the increasing number of air
passengers. Catering to passengers en route is normally contracted out to a flight catering unit of a reputed hotel or
to a catering contractor or to the catering unit operated by the airline itself as an independent entity.
1.5.2.2 Railway Catering
Catering to railway passengers both during the journey as well as during halts at different railway stations is called
railway catering. Travelling by train for long distances can be very tiring; hence a constant supply of a variety of
refreshment choices helps to make the journey less tedious. On-board meal services are also provided on long
distance trains.
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1.5.2.3 Ship Catering
Ship catering is catering to cargo crew and passenger ship passengers. Ships have kitchens and restaurants on
board. The quality of service and facilities offered depends on the class of the ship and the price the passengers are
willing to pay. There are cruises to suit every pocket. They range from room service and cocktail bars to specialty
dining restaurants.
1.5.2.4 Surface Catering
Catering to passengers traveling by surface transport such as buses and private vehicles is called surface catering.
These eating establishments are normally located around a bus terminus or on highways. They may be either
government run restaurants, or privately owned establishments. Of late, there has been a growing popularity of
Punjabi style eateries called dhabas on the highways.
1.5.3 Outdoor Catering

This catering includes the provision of food and drink away from home base and suppliers. The venue is left to the
people`s choice. Hotels, restaurants and catering contractors meet this growing demand. The type of food and set up
depends entirely on the price agreed upon. Outdoor catering includes catering for functions such as marriages,
parties and conventions.
1.5.4 Retail Store Catering
Some retail stores, apart from carrying on their primary activity of retailing their own wares, provide catering as an
additional facility. This type of catering evolved when large departmental stores wished to provide food and
beverages to their customers as a part of their retailing concept. It is inconvenient and time consuming for customers
to take a break from shopping, to have some refreshments at a different location. Thus, arouse the need for some sort
of a dining facility in the retail store itself. This style of catering is becoming more popular and varied nowadays.
1.5.5 Club Catering
Club catering refers to the provision of food and beverages to a restricted member clientele. Some examples of
clubs for people with similar interests are turf clubs, golf clubs, cricket clubs etc. The service and food in these clubs
tend to be of a fairly good standard and are economically priced. Night clubs are usually situated in large cities that
have an affluent urban population. They offer entertainment with good food and expensive drinks.
1.5.6 Welfare Catering
The provision of food and beverages to people to fulfill a social obligation, determined by a recognized authority, is
known as welfare catering. This grew out of the welfare state concept, prevalent in western countries. It includes
catering in hospitals, schools, colleges, the armed forces and prisons.
1.5.7 Industrial Catering
The provision of food and beverages to ‘people at work,’ in industries and factories at highly subsidized rates is
called industrial catering. It is based on the assumption that better fed employees at concessional rates are happy and
more productive. Catering for a large workforce may be undertaken by the management itself, or may be contracted
out to professional caterers. Depending on the choice of the menu suggested by the management, catering
contractors undertake to feed the workforce for a fixed period of time at a predetermined price.
1.5.8 Leisure-Linked Catering
This type of catering refers to the provision of food and beverages to people engaged in ‘rest and recreation’
activities. This includes sale of food and beverages through different stalls and kiosks at exhibitions, theme
parks, galleries and theatres. The increase in the availability of leisure time and a large disposable income for
leisure activities has made it a very profitable form of catering.
1.6 Relationship between Catering Industry and all other Industries
Food is the sustainer of life regardless of whether they belong to animal kingdom or plant kingdom. All living
beings consume food as they come in nature. Subsequently they may convert the raw natural food into usable form
on their own. This transformation never involves the art and science of coking, which is a specialty of human beings
alone. Importance of food for the human beings is amply, accurately and appropriately stated in the following age
old sayings: “hungry man is an angry man” and “even the army marches on stomach” where stomach implies food
Employment of largest number of people in the world in general terms (at home) and in commercial terms (catering)
is in food preparation and servicing. Roughly half the world population (women) is actively engaged in the art and
science of food production and then along comes reproduction. Food production, simply stated, is the transformation
of raw food material into palatable, appetizing and easily palatable tasty food. Unlike all other living organisms,
man has to “buy” food by paying money. Where does the money come from? It comes only from industries. Any
industry in the world has the primary objective of making money. Money so generated by the industrial activity is
shared between the employer and the employee, however disproportionate it may be. Money so shared is used to
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take care of the three important objectives: food, clothing and residence. Whatever left after meeting these primary
objectives may go towards acquiring wealth. As clearly stated above, food is the very basis of existence or survival.
To buy food, man needs money. The money comes or must come from industries, all of which have the primary
objective of making money and share with those who help generate it. Since the raw food needs to be transformed
into palatable food fit for consumption which is achieved, as already stated, through general cooking (household) or
commercial cooking (catering). Therefore, there is no industry in the world which is not directly or indirectly, one
way or the other, related to the food (catering) industry. Commercial food industry or the catering industry is the
only industry that provides food, at a price, away from home. Various types of catering services available would
include general or specialty services such as transport catering, welfare catering, industrial catering, etc.
Chapter Two: Restaurant Classification

2.1 Introduction

Eating is one of life’s pleasure and pride – so is cooking and serving good food to others. A restaurant is a
commercial outfit which specializes in the preparation of quality food and to serve them to satisfy the customer’s
demands. Their motto is “Customers are our assets and satisfied customers are our source of wealth”. Restaurants do
have state of the art kitchens in their premises, where food items are prepared, following a fixed menu to serve the
customers. Most restaurants are also equipped with infrastructure facilities, table settings, dining halls of various
sizes to cater to needs of small gatherings to grandiose banquets to suit customer demands and above all, trained
personnel to provide a satisfactory service. The term restaurant (from the French word restaurer, “to restore”) first
appeared in the 16th century, meaning "a food which restores", and referred specifically to a rich, highly flavored
soup. The modern sense of the word was born around 1765 when a Parisian soup-seller named Boulanger opened
his establishment. Whilst inns and taverns were known from antiquity, these were establishments aimed at travelers,
and in general locals would rarely eat there. The modern formal style of dining, where customers are given a plate
with the food already arranged on it, is known as service à la russe, as it is said to have been introduced to France
by the Russian Prince Kurakin in the 1810s, from where it spread rapidly to England and beyond.
2.2 Restaurant
A restaurant is a retail establishment that serves prepared food to customers. Service is generally for eating on
premises, though the term has been used to include take-out establishments and food delivery services. The term
covers many types of venues and a diversity of styles of cuisine and service. Restaurants are sometimes a feature of
a larger complex, typically a hotel, where the dining amenities are provided for the convenience of the residents and,
of course, for the hotel with a singular objective to maximize their potential revenue. Such restaurants are often also
open to non-residents. Restaurants range from unpretentious lunching or dining places catering to people working
nearby, with simple food and fixed menu served in simple settings at low prices, to expensive establishments serving
expensive specialty food and wines in a formal setting. In the former case, customers usually wear casual clothing.
In the latter case, depending on culture and local traditions, customers might wear semi-casual, semi-formal, or even
in rare cases formal wear. Typically, customers sit at tables, their orders are taken by a waiter, who brings the food
when it is ready, and the customers pay the bill before leaving. In class or porche restaurants, there will be a host or
hostess or even a maître d'hôtel to welcome customers and to seat them. Other staff’s waiting on customers include
busboys and sommeliers.
2.3 Classification of Restaurants
Restaurants can be classified by whether they provide places to sit, whether they are served by wait-staff and the
quality of the service, the formal atmosphere, and the price range. Restaurants are generally classified into three
groups:
1. Quick Service - Also known as fast-food restaurants. They offer limited menus that are prepared quickly. They
usually have drive-thru windows and take-out. They may also be self service outfits.
2. Mid scale - They offer full meals at a medium price that customers perceive as "good value." They can be of full
service, buffets or limited service with customers ordering at the counter and having their food brought to them or
self service.
3. Upscale - Offer high quality cuisine at a high end price. They offer full service and have a high quality of
ambience.
2.4 Types of Restaurants
Restaurants often specialize in certain types of food or present a certain unifying, and often entertaining, theme. For
example, there are seafood restaurants, vegetarian restaurants or ethnic restaurants. Generally speaking,
restaurants selling "local" food are simply called restaurants, while restaurants selling food of foreign origin are
called accordingly, for example, a Chinese restaurant and a French restaurant. Depending on local customs and
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the policy of the establishment, restaurants may or may not serve alcoholic beverages. Restaurants are often
prohibited from selling alcohol without a meal by alcohol sale laws; such sale is considered to be activity for bars,
which are meant to have more severe restrictions. Some restaurants are licensed to serve alcohol (‘fully licensed’),
and / or permit customers to ‘bring your own’ alcohol.
2.4.1 Cafeterias
A cafeteria is a restaurant serving mostly cooked ready to food arranged behind a food-serving counter. There
is little or no table service. Typically, a patron takes a tray and pushes it along a track in front of the counter.
Depending on the establishment, servings may be ordered from attendants, selected as ready-made portions already
on plates, or self-serve of food of their own choice. In some establishments, a few items such as steaks may be
ordered specially prepared rare, medium and well done from the attendants. The patron waits for those items to be
prepared or is given a number and they are brought to the table. Beverages may be filled from self service dispensers
or ordered from the attendants.
At the end of the line a cashier rings up the purchases. At some self-service cafeterias, purchases are priced by
weight, rather than by individual item. The trays filled with selected items of food are taken to a table to eat.
Institutional cafeterias may have common tables, but upscale cafeterias provide individual tables as in sit-down
restaurants. Upscale cafeterias have traditional cutlery and crockery, and some have servers to carry the trays from

the line to the patrons' tables, and/ or bus the empty trays and used dishes. Cafeterias have a wider variety of
prepared foods. For example, it may have a variety of roasts (beef, ham, turkey) ready for carving by a server, as
well as other cooked entrées, rather than simply an offering of hamburgers or fried chicken.
2.4.2 Fast-Food Restaurants
Fast-food restaurants emphasize on speed of service and low cost over all other considerations. A common feature
of newer fast food restaurants that distinguishes them from traditional cafeteria is a lack of cutlery or crockery; the
customer is expected to eat the food directly from the disposable container it was served in using their fingers.
There are various types of fast-food restaurant:
 one collects food from a counter and pays, then sits down and starts eating (as in a self-service restaurant or
cafeteria); sub-varieties:
 one collects ready portions
 one serves oneself from containers
 one is served at the counter
 a special procedure is that one first pays at the cash desk, collects a coupon and then goes to the food counter,
where one gets the food in exchange for the coupon.
 one orders at the counter; after preparation, the food is brought to one's table; paying may be on ordering or
after eating.
 a drive-through is a type of fast-food restaurant without seating; diners receive their food in their cars and drive
away to eat Most fast-food restaurants offer take-out: ready-to-eat hot food in disposable packaging for the
customer to eat off-site.
2.4.3 Casual Restaurants
A casual dining restaurant is a restaurant that serves moderately-priced food in a casual atmosphere. Except for
buffet style restaurants, casual dining restaurants typically provide table service. Casual dining comprises of a
market segment between fast food establishments and fine dining restaurants.
2.4.4 Fast Casual-Dining Restaurants
A fast casual restaurant is similar to a fast-food restaurant in that it does not offer full table service, but promises a
somewhat higher quality of food and atmosphere. Average prices charged are higher than fast-food prices and non-
disposable plates and cutlery are usually offered. This category is a growing concept that fills the space between fast
food and casual dining. Counter service accompanied by handmade food (often visible via an open kitchen) is
typical. Alcohol may be served. Dishes like steak, which require experience on the part of the cook to get it right,
may be offered. The menu is usually limited to an extended over-counter display, and options in the way the food is
prepared are emphasized. Many fast casual-dining restaurants are marketed as health conscious: healthful items may
have a larger number of items than normal portion of the menu and high-quality ingredients such as free-range
chicken and freshly made salsas may be advertised. Overall, the quality of the food is presented as a much higher
class than conventional factory-made fast food. An obvious ethnic theme may or may not be present in the menu.
2.4.5 Other Restaurants

Most of these establishments can be considered subtypes of fast casual-dining restaurants or casual-dining
restaurants.
i) Café
Cafés and coffee shops are informal restaurants offering a range of hot meals and made-to-order sandwiches. Cafés
offer table service. Many cafés are open for breakfast and serve full hot breakfasts. In some areas, cafés offer
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outdoor seating.
ii) Coffee house
Coffee houses are casual restaurants without table service that emphasize coffee and other beverages; typically a
limited selection of cold foods such as pastries and perhaps sandwiches are offered as well. Their distinguishing
feature is that they allow patrons to relax and socialize on their premises for long periods of time without pressure to
leave promptly after eating.
iii) Pub
A pub (short for public house) is a bar that serves simple food fare. Traditionally, pubs were primarily drinking
establishments with food in a decidedly secondary position, whereas the modern pub business relies on food as well,
to the point where gastro-pubs are known for their high-quality pub food. A typical pub has a large selection of
beers and ales on tap.
iv) Bistro and Brasserie
A brasserie is a café doubling as a restaurant and serving single dishes and other meals in a relaxed setting. A bistro
is a familiar name for a café serving moderately priced simple meals in an unpretentious setting. Especially in Paris,
bistros have become increasingly popular with tourists. When used in English, the term bistro usually indicates
either a fast casual-dining restaurant with a European-influenced menu or a café with a larger menu of food.

v) Family Style
"Family style restaurants" are restaurants that have a fixed menu and fixed price, usually with diners seated at a
communal table such as on bench seats. More common in the 19th and early 20th century, they can still be found in
rural communities, or as theme restaurants, or in vacation lodges. There is no menu to choose from; rather food is
brought out in courses, usually with communal serving dishes, like at a family meal. Typical examples can include
crabhouses, German-style beer halls, hunting lodges, etc. Some normal restaurants will mix elements of family
style, such as a table salad or bread bowl that is included as part of the meal.
vi) Delicatessens Restaurant
Restaurants offering foods intended for immediate consumption. The main product line is normally luncheon meats
and cheeses. They may offer sandwiches, soups, and salads as well. Most foods are precooked prior to delivery.
Preparation of food products is generally simple and only involves one or two steps.
vii) Ethnic Restaurants
They range from quick-service to upscale. Their menus usually include ethnic dishes and / or authentic ethnic foods.
Specialize in a particular multicultural cuisine not specifically accommodated by any other listed categories.
Example: Asian Cuisine, Chinese cuisine, Indian Cuisine, American Cuisine etc.
viii) Destination Restaurants
A destination restaurant is one that has a strong enough appeal to draw customers from beyond its community.
Example: Michelin Guide 3-star restaurant in Europe, which according to the restaurant guides, is "worthy of a
journey”.
Chapter Three
Staff Organization and Duties and Responsibilities
3.1 Staff Organization
Staff organization is basically concerned with matters such as the decision of tasks within the restaurant, position of
responsibility and authority and the relationship between them. It helps in introducing the concepts of span of
control, level of management and delegation of power and responsibilities. The typical organization chart of the
Restaurant brigade is shown in the Figure 2.1. However smaller organizations may combine a number of
responsibilities according to the needs of the particular facility.
Food and Beverage Director
Food and Beverage Manager
Assistant Food and Beverage Manager
Executive Chef Banquet Manager Bar Manager Pool/Barbeque Mgr Room Service Mgr Restaurant Mgr
Sous Chef Banquet captain Bar Captain Captain Captain Senior Captain
Pastry Chef Server Bar Tender Server Server Captain
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Chef De Partie Housemen Busboy Busboy Server
Cook Stewarding Trainees
Commis Busboy
Apprentice
Organizational Chart of Restaurant Brigade
American British .
The various positions in the Restaurant Brigade are referred to differently in the French, American and English hotel
industry. The list below gives the different versions.
French American English
Maître D'hôtel Reception Senior Captain Reception Head Waiter Reception
Maître D'hôtel De Carré Senior Captain Station Head Waiter Station
Chef De Rang Captain Station Head
Demi Chef De Rang Assistant Captain Waiter

Commis Debarsseur Assistant Steward/ Bus Boy Assistant Waiter

Apprentice Apprentice Trainee
Figure 2.2 Restaurant Brigade Positions in Different Countries
3.2 DUTIES AND RESPONSIBILITIES OF RESTAURANT STAFF

All types of catering establishments require a variety of staff positions in order to operate effectively and efficiently.
The food and beverage service department usually has the largest staff. Able leadership and supervision is required
to effectively direct the department and guide the staff. The personnel in the food and beverage service industry
require practical knowledge of operations as even a small error can cause displeasure to the guest. Coordination of
activities of all outlets is essential to provide the guest with quality service at all times. Teamwork is the watchword
in any food and beverage service department. A dedicated and committed team, with able leadership, under ideal
working conditions, helps in fulfilling the establishment's ultimate goal of guest satisfaction The important duties
and responsibilities of the restaurant staffs are discussed in this section.
1. Food and Beverage Manager
The food and beverage manager is the head of the food and beverage service department, and is responsible for its
administrative and operational work. Food and Beverage Managers direct, plan and control all aspects of food
and beverage services. Food and Beverage Managers require excellent sales and customer service skills, proven
human resource management skills, and good communication and leadership skills. Desired knowledge for this
position includes knowledge of the products, services, sector, industry and local area, and knowledge of relevant
legislation and regulations, as well. Hence it is said that food and beverage manager is a Jack-of-all-trades, as the job
covers a wide variety of duties. In general, food and beverage manager is responsible for:
i) Budgeting
The food and beverage manager is responsible for preparing the budget for the department. He should ensure that
each outlet in the department achieves the estimated profit margins.
ii) Compiling New Menus and Wine Lists
In consultation with the chef, and based on the availability of ingredients and prevailing trends, the food and
beverage manager should update and if necessary, compile new menus. New and updated wine lists should also be
introduced regularly.
iii) Quality Control
The food and beverage manager should ensure quality control in terms of efficiency in all service areas, by
ascertaining that the staffs are adequately trained in keeping with the standards of the unit.
iv) Manpower Development
The food and beverage manager is responsible for recruitment, promotions, transfers and dismissals in the
department. He should hold regular meetings with section heads, to ensure that both routine as well as projected
activities of the department go on as planned. He must also give training, motivate and effectively control staff.
2. Assistant Food and Beverage Manager
The assistant food and beverage manager assists the food and beverage manager in running the department by being
more involved in the actual day-to-day operations. This position exists only in large organizations. An assistant
food and beverage manager's job includes:
i) Assisting section heads during busy periods.
ii) Taking charge of an outlet, when an outlet manager is on leave.
iii) Setting duty schedules for all the outlet managers and monitoring their performance.
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iv) Running the department independently in the absence of the food and beverage manager.
3. Restaurant Manager
Restaurant Manager is responsible for directing and supervising all activities pertaining to employee relation,
food production, sanitation, guest service and operating profits. The restaurant manager is either the coffee shop
manager, bar manager or the specialist restaurant manager. The restaurant manager reports directly to the food and
beverage manager and has overall responsibility for the organization and administration of a particular outlet or a
section of the food and beverage service department. The restaurant manager's job includes:
i) Setting and monitoring the standards of service in the outlets.
ii) Administrative duties such as setting duty charts, granting leave, monitoring staff positions, recommending staff
promotions and handling issues relating to discipline.
iii) Training the staff by conducting a daily briefing in the outlet.
iv) Playing a vital role in public relations, meeting guests in the outlets and attending to guest complaints, if any.
v) Formulating the sales and expenditure budget for the outlet.
vi) Planning food festivals to increase the revenue and organizing advertisement campaign of the outlet along with
the chef and the food and beverage manager.
4. Room Service Manager

The room service manager reports directly to the food and beverage manager and is responsible for the room service
outlet. The room service manager checks that the service rendered to the guests conforms to the standards set by the
hotel. He also monitors all operational aspects of the outlet such as service, billing, duty charts, leave and
absenteeism, in addition to attending to guest complaints regarding food and service. The room service manager is
also in charge of the sales and expenditure budget. The room service is most liable to have problems. The room
service manager should ensure coordination among the room service order taker, the captain and the waiter. It is
necessary for the room service manager to be present in the outlet during peak hours to interact with other
departments of the hotel and to take regular momentums of all the equipment used In the event of the hotel offering
valet service and the room service manager takes charge of that service as well .
5. Bar Manager
Bar Manager organizes and controls a bar's operations. A bar manager arranges the purchase and pricing of
beverages according to budget; selects, trains and supervises bar staff; maintains records of stock levels and
financial transactions; makes sure bar staff follow liquor laws and regulations; and checks on customer satisfaction
and preferences. The bar manager should have good interpersonal skills and good memory. He must be efficient and
speedy, must enjoy working with people. He should have good cash-handling skills.
6. Banquet Manager
The banquet manager supervises the banquet operations, sets up break-down service according to the standards
established by the hotel. He co-ordinates the banquet service in conjunction with other departments involved and
prepares weekly schedules for the banquet personnel. From the time the bookings are done till the guest settles the
bill, the banquet manager is in charge of all aspects of banquet and conference operations. He supervises the work of
the banquet sales assistants, who do the banquet bookings and the captains and waiters who perform the food and
beverage service activities under his guidance. He is responsible for organizing everything right down to the finest
detail. The banquet manager projects the budget of the banquets, and works in close coordination with the chef in
preparing menus. He is responsible for making an inventory of all the banquet equipment and maintaining a balance
between revenue and expenditure. Banquet managers may also be designated as assistant managers in the food and
beverage service department.
7. Other Staff Designations at Various Levels
The following are the various designations with their job specifications in the food and beverage department.
i) Senior Captain or Maitre d’ Hotel
The senior captain has overall responsibility for operations. He prepares the duty charts in consultation with the
outlet manager. He oversees the Mis-en-place, cleaning, setting up of the outlet and staffing to ensure that the outlet
is always ready for service. The senior captain receives the guests and hands them over to the captain or station
holder. He takes orders from guests if the captain is unable to do so. The senior captain should be an able organizer
and also be prepared to take over the duties of any member of the staff as and when required.
ii) Reception Head Waiter
This staff member is responsible for accepting any booking and for keeping the booking diary up-to-date. He / she
will reserve tables and allocate these reservations to particular stations. The reception head waiter greets guests on
arrival and takes them to the table and seats them.
iii) Captain / Chef de Rang
This position exists in large restaurants, as well as in the food and beverage service department of all major hotels
Sections called Stations, each consisting of 4 to 5 tables or 20 to 24 covers. A captain is responsible for the efficient
performance of the staff in his station. A captain should possess a sound knowledge of food and beverage, and be
able to discuss the menu with the guests. He should be able to take a guest's order and be an efficient salesperson.
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Specialized service such as gueridon work involves a certain degree of skill, and it is the captain who usually takes
the responsibility to do this work.
iv) Waiters / Commis de Rang / Server
The waiters serve the food and beverage ordered by a guest and is part of a team under a station captain. They
should be able to perform the duties of a captain to a certain extent and be a substitute for the captain if he is busy or
not on duty. They should; also be knowledgeable about all types of food and beverages, so that they can effectively
take an order from a guest, execute the order and serve the correct dish with its appropriate garnish and
accompaniment. They should be able to efficiently coordinate with the other staff in the outlet.
v) Trainee / Commis De Barraseur

The trainees work closely with the waiters, fetching orders from the kitchen and the bar, and clearing the side station
in a restaurant. They serve water and assist the waiter. They are mainly responsible for the mise-en-place, and
stacking the side board with the necessary equipment for service. The debarrasseur is the ‘learner’, having just
joined the food service staff, and possibly wishing to take up food service as a carreer.
vi) Wine Waiter / Sommelier

Wine waiters have an important role to play in reputed establishments. Their job is to take orders for the service of
wine and alcoholic beverages and serve them during the meal. Hence they should be knowledgeable about wines
that accompany a particular dish and the manner in which they should be served. They should also be aware of the
licensing laws prevalent in the city and should be efficient sales persons.
vii) Room Service Waiters / Chef D’etage
Room service waiters work in the room service outlet, serving food and beverage to guests in their rooms. The order
is placed by the guest on telephone, and is recorded on a Kitchen Order Ticket (K.O.T). It is then passed on to the
duty captain. The duty captain in turn places the order in the kitchen or the bar, as the case may be. The room
service waiter who has been assigned that order, sets the tray according to the food or beverage ordered, picks up
and delivers the order when it is ready.
viii) Carver / Trancheur
The carver is responsible for the carving trolley and the carving of joints at the table as required. The carver will
plate up each portion with the appropriate accompaniment.
ix) Floor Service Staff / Floor Waiter
The floor service staffs are often responsible for an entire floor in an establishment or, depending on the size of the
establishment, a number of rooms or suites. Floor service of all meals and breakfast is offered either throughout the
day or in a limited time depending on the size of the establishment. The floor service staff would normally work
from a floor pantry or from a central kitchen with all food and drink reaching the appropriate floor and the required
room by lift and in a heated trolley.
x) Lounge staff / Chef de sale
Lounge staff may deal with lounge service as a specific duty only in a first class establishment. The lounge staff is
responsible for the service of morning coffee, afternoon teas, aperitifs and liqueurs before and after both lunch and
dinner, and any coffee top ups required after meals. They would be responsible for setting up the lounge in the
morning and maintaining its cleanliness and presentation throughout the day.
xi) Cocktail Bar Staff
The person who works on the cocktail bar must be responsible, well versed in the skills of shaking and stirring
cocktails and should have thorough knowledge of all alcoholic and non-alcoholic drinks, the ingredients necessary
for the making of cocktails and of the licensing laws.
xii) Buffet Assistant / Buffet Chef / Chef de buffet
The chef de buffet is in charge of the buffet in the room, its presentation, the carving and portioning of food and its
service. This staff would normally be a member of the kitchen team. The cashier is responsible for the takings of the
food and beverage operation. This may include making up bills from food and drink check or, alternatively, in a
cafeteria, for example, charging customers for their selection of items on a tray.
xiii) Counter Assistants
Counter assistants are found in cafeterias where they would stock the counter and sometimes serve or portion food
for customers. Duties may also include some cooking of call order items.
xiv) Table Clearers
Table clearers are responsible for clearing tables and trolleys, specially designed for good stacking of crockery,
glassware, cutlery, etc.
3.3 Professional Qualities of Food Service Staff

A successful restaurant is one which the guests are anxious to visit again, a place where they feel as comfortable as
in their own homes. This pleasant atmosphere is produced by courtesy; good well-cooked food; advice in
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selecting from the available dishes; a knowledge of how they are prepared; and quiet, efficient, but
unostentatious, service. It is by these amenities that both buyer and seller are satisfied and goodwill of the business
increased. At the end of the visit the customer is made to feel that he got his money’s worth in terms of both quality
food and courteous service. Good waiters are necessary to the success and development of the hotel and catering
industry. Waiters play an important part as, in effect, an efficient salesperson of food, one who assists materially in
merchandising and its accompanying services. Waiter is in direct contact with the guests and therefore much of
catering establishment’s success depends on the skills, interest and personable qualities of the waiter . The
waiters are prompted to develop tact and initiative and by keeping their brains active and reveal their personality.
The English writer, Wilfred Gowers-Round, wrote a number of ‘Rules for Waiters’ that he called a ‘Manifesto.’
 A waiter's job is to serve and never to impose himself.
 The goal of waiting is inconspicuous but pleasing service.
 Waiters must be clean and smart and should never wear cologne.
 Under no circumstances should a waiter ever touch a diner.
 Wine glasses should never be filled too full.
 Unasked for advice should never be offered.

 If diners are content to pour the wine themselves, let them.

 Unless asked, no plates should be removed until all have been finished.
 Women diners should be afforded respect equal to men.
 While attending to the customer, the waiter should make sure the diner’s coffee cup / water goblet, bread
basket, butter, sugar, cream and clean ashtray are kept full at all times.
 The bill should be placed on the table without ceremony.
 If the diner so desires, the waiter should carry the money to the cash counter; pay the bill and return the balance
to the diner.
Waiting staff, wait staff, or waitstaff are those who work at a restaurant or a bar attending customers - supplying
them with food and drink as requested promptly and pleasantly. The waiter is popularly known as a Steward or
Commis-de-Rang. A female who "waits" on tables is often called a waitress. The gender-neutral server and
collective waitstaff can also be used. Some people prefer to use gender-neutral language, using waiter
indiscriminately for males and females, waitperson, server, or waitron.
The duties of waiting staff include preparing tables (table setting) for a meal, taking customers' orders, serving
drinks and food, and cleaning up before, during and after servings in a restaurant. They must have knowledge of
proper rules of etiquette in order to furnish working service in either a formal or informal sitting. Other task of a
waiter includes:
1. Reports to Senior Captain / Captain to receive necessary instruction for the shift and for any menu changes.
2. Has to attend briefings conducted by senior captain.
3. Sets the assigned tables and ensures that the services area too is well-stocked with linen, silver, glassware, china
etc. Sets up any special displays that be used for the meal period.
4. Greets guests and sometimes assists host/ hostess in seating guest. Fills water glasses, serves butter, cocktails,
answers questions about menu items and makes suggestions about dishes and wine if customer requests or wishes.
5. Takes orders on check, turns or gives over with specification the order to the cooks with consideration to the
timing of the preceding courses; Picks up all food and all other required items from various stations.
6. May carve meats, bone fish and prepare flaming dishes or desserts at guest’s table.
7. May serve guests from plates to the guest’s table.
8. Other tasks to be performed as determined by establishment from time to time.
9. Replenishes wine, water, butter, and bread as and when required.
10. Observe guests in order to anticipate any additional request and to perceive when meal has been completed.
11. After all the guests have finished each course and before the next one is served, the waiter/ waitress should
remove all soiled dishes or ensure that the assistant steward does it.
12. When guests have finished the meal, the table is cleared and reset and ready for the next customer.
13. Performs other tasks as directed by the supervisor. Depending on the restaurant, other less common duties may
be required, such as singing birthday songs to customers who are celebrating a birthday. A theme restaurant may
even require staff to dance (e.g. Joe's Crab Shack). There are now event caterers that outsource waiting staff to
events and specific functions. Silver service staffs are specially trained to serve at banquets or high-end restaurants.
They follow specific rules of service and it is a skilled / specialized job. They generally wear black and white with a
long, white apron (extending from the waist to ankle).
3.4 ATTRIBUTES OF A WAITER
The quality of service staff in any establishment reflects the quality of the establishment itself. No matter how good
the food and ambience are, poorly trained, untidy or rude staff can antagonize customers. On the other hand, if the
staffs are well-trained and efficient, they can, to a certain extent, make up for other shortcomings in the services
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provided.
1) Personal Hygiene and Appearance
 All members of the staff should be well-groomed and clean at all times, as this gives them a sense of well-being
and confidence to do their job efficiently.
 The hands of the waiting staff should be given special attention, as they are constantly under the scrutiny of the
guests. Nails should be trimmed, and kept clean. Playing with one's hair and face should be avoided.
 Chewing gum should be avoided in all public areas of the hotel.
 Minimum jewellery should be worn by the service staff. A wrist watch, finger ring and plain earrings (for girls
only) should be permitted.
 If an employee has a skin problem, a doctor should be consulted immediately
 Uniform should be clean and well-pressed. Shoes should be properly polished and well-fitting.
2) Good Conduct
All service staff should be well-mannered and respectful to guests, and to senior members of the staff. They should
be calm and pleasant, even in the most tiring circumstances. They should be able to satisfactorily solve any problem

that may arise. In case of difficulty, a senior and experienced member of the staff should be consulted. Tact,
punctuality and honesty are admirable qualities among service personnel.
3) Good Memory
A good memory helps to improve performance. It also helps the service personnel to attend to small but important
details such as remembering a guest's name or his likes and dislikes regarding food and beverage.
4) Observation
A keen sense of observation and an eye for detail will help a member of the staff to be more efficient at his job. An
ability to correctly judge people is definitely an advantage. A sense of anticipation in the service industry is an
invaluable quality. The ability to anticipate what a guest or the management needs, even before it is asked for creates
a very good impression.
5) Concentration and Skill
Waiting at a table requires concentration and skill. Service staff should develop a sense of urgency in the
performance of their duties. Good service may not be commented upon, but bad service is surely noticed and talked
about. Service should be prompt without the show of haste.
6) Salesmanship
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 beverages served in the establishment. Waiters should be kept
informed by their superiors of deletions or additions to the menu.
7) Ability to Assume Responsibility
All service staff should be able to cope up with the demands of the job and possess the ability to assume
responsibility. They should be loyal to their employers, responsible to the guests and friendly towards their fellow
workers. They should not consider any job as menial, and should be willing to perform all kinds of jobs efficiently.
This will help the service staff to grow in their careers and at the same time enhance the image of the establishment
in the eyes of the guests.
8) Maximize Revenue
Cutting down on costs and maximizing the revenue of the establishment should be of prime objective to all members
of the staff, even to those in junior positions.
9) Punctuality
Punctuality is all-important. If staff is continually late for duty, it shows a lack of interest in his work and a lack of
respect for the management and customers.
10) Local Knowledge
In the interest of customers, the staff should have certain knowledge of the area in which they work so that they may
be able to advise the guests on the various forms of entertainment offered, the best means of transport to places of
interest and so on.
11) Personality
Staff must be tactful, courteous, good humored and of an even temper. They must converse with the customer in a
pleasing and well-spoken manner and the ability to smile at the right time.
12) Attitude to Customers
The correct approach towards the customer is of the utmost importance. The staff must not be servile, but should
anticipate the customer's needs and wishes. A careful watch should be kept on customers at all times during the
service without staring. Care should always be taken when dealing with difficult customers. (There is really no such
thing as a 'difficult' customer – they are normal people whom one is uncertain how to deal with.) Staff should never
argue with customers as this will only aggravate the situation. All complaints should he referred to someone in
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authority in the food service area.
13) Honesty
This is all-important for the staff in dealings with both the customer and the management. If there is trust and respect
in the triangle of staff, customer and management relationships, then there will be pleasant work atmosphere which
encourages efficiency and a good team spirit among the food and beverage service operators.
3.5 Undesirable Characteristic of A Waiter

i) Forgetting to great the arriving customer pleasantly.
ii) Letting guests seat themselves, in spite of being present near the table and not otherwise engaged.
iii) Refusing to assist a guest or seating a guest at a dirty table.
iv) Serving from the wrong side, when it is possible to serve from the correct side
v) Not setting tables properly and placing empty sugar bowls / cruet sets on the table.
vi) Forgetting to say 'Pardon me', or 'Excuse me, sir / madam, if a mistake has been made.
vii) Being too familiar with guests. This could lead to embarrassing situations.

viii) Gathering in groups in operational areas and talking loudly and showing signs of irritability with other staff.
ix) Leaving fingerprints on crockery / glassware or making a noise by clattering the service equipment.
x) Keeping the side station dirty or using torn or stained linen.
xi) Forgetting a dish that has been ordered, or serving wrong accompaniments.
xii) Overfilling water glasses or leaving them empty or leaving dirty ashtrays on an occupied table
xiii) Being inattentive to a guest's needs, for example, forgetting special instructions from guest, such as less chilies
xiv) Using cold plates for hot food and hot plates for cold food
xv) Touching food with one's hands
xvi) Not following the rules of quality waiting at table
xvii) Soliciting tips or questioning the amount of tips
Chapter Four
Service Equipments
The operating equipments used in hotels / restaurants play an important role in attracting customers. The restaurant
operating equipments include service equipment, furniture, fixture and linen all of which squarely reflects the
standard and style of the restaurant. The atmosphere of a restaurant is largely affected by the kind of furniture used.
The furniture should be utilitarian and elegant to look at. Very often by using different materials, designs and
finishes and by careful arrangement, one can change the atmosphere and appearance of the food service area to suit
different occasions. Elegant and attractive service ware, colorful and clean dishes, quality plates and glassware add
to the decor of a restaurant. However, several factors have to be considered while selecting the equipment.
 Standard of the restaurant
 Types of service
 Décor and theme of the restaurant
 Type of clientele
 Durability of equipment
 Ease of maintenance
 Availability when stocks run out for replacement
 Storage
 Flexibility of use
 Price factors
 Standardization
A hotel/restaurant should be well stocked with appropriate equipment to provide quality service. For multipurpose
use and to cut down costs, most hotels / restaurants standardize equipment in terms of size and color. Food and
beverage service equipment may be divided into glassware, chinaware and tableware which are further subdivided
into flatware, cutlery and hollowware.
4.1 GLASSWARE
Glassware refers to glass and drinkware items besides tableware, such as dishes, cutlery and flatware, used to set a
table for eating a meal. The term usually refers to the drinking vessels, unless the dinnerware is also made of glass.
The choice of the right quality glass is a vital element if the cocktail is to be invitingly presented and give
satisfaction to the consumer. Well designed glassware combines elegance, strength and stability, and should be fine
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and smooth rimmed and of clear glass.
4.2 TYPES OF GLASSWARE
Many standard patterns and sizes of glassware are available to serve each drink. Most glass drinking vessels are
either tumblers, flat-bottomed glasses with no handle, foot, or stem; footed glasses, which have a bowl above a flat
base, but no stem; or stemware, which have a bowl on a stem above a flat base. Neither a tumbler, footed, nor a
stem, yard (beer) is a very tall, conical beer glass, with a round ball base, usually hung on the wall when empty.
4.3 HANDLING OF GLASSWARE
1. Glassware is highly fragile and most delicate and expensive: hence atmost care has to be taken while handling.
2. Glasses are normally stored in a glass pantry and should be placed upside down in single rows on paper-lined
shelves, to prevent dust settling in them.
3. Tumblers should not be stacked inside one another as this may result in heavy breakages and accidents.
4. The appearance of the drink mainly depends on the glass and therefore, the glass should be sparkling clean and
attractive in shape and style.
5. When glassware is machine or hand washed, each individual item must be polished and dried with a glass cloth
made of linen, as water leaves stains on the glasses.

6. Glasses whether clean or dirty have to be handled by the base or stem, since the finger prints left on the glass
necessitates polishing.
4.4 CHINAWARE
China is a term used for crockery whether bone china (expensive and fine), earthenware (opaque and cheaper) or
vitrified (metalized). Most catering crockery used nowadays tends to be vitrified earthenware, which is very durable
and haven been strengthened. Crockery is also usually given rolled edges to make it more chip resistant.
Chinaware is made of silica, soda ash, and china clay, glazed to give a fine finish. Chinaware can be found in
different colors and designs which are always coated with glaze. Chinaware is more resistant to heat than glassware.
The various classification of catering china are;
Porcelain Bone China
Earthenware Stoneware
4.4.1 Chinaware Serving Items
There are wide ranges of chinaware serving items and their sizes vary according to the manufacturer and the design
produced. Recent developments in chinaware include the ovenproof ware (dishes, casserole and cocotte dishes),
which allow food to be brought straight from the oven to the table.
4.4.2 Handling of Chinaware
Whatever quality of china or crockery is used, the most important thing to ensure is that it is washed, rinsed and
dried correctly to ensure that no dirt, stains or streaks appear.
1) Chinaware has a high breakage rate and, therefore, needs careful handling.
2) They should be stored on shelves in piles or stakes of approximately two dozen each. Any higher may result in
their toppling down.
3) They should be stored at a convenient height for placing on, and removing from the shelves to avoid accidents.
4) Chinaware should be kept covered to prevent dust and germs settling on it.
5) Chipped and cracked items harbor germs and should, therefore, not be used and disposed off carefully.
4.5 TABLEWARE
Tableware includes the dishes, glassware, cutlery, and flatware eating utensils (knives, forks, and spoons) used to set
a table for eating a meal. The nature, variety, and number of objects varies from culture to culture, and may vary
from meal to meal as well. Tableware may be categorized as follows:
A. Flatware: denotes all forms of spoon and fork. Flatware, especially that used by most people when they eat
informally, is usually made of stainless steel.
B. Cutlery: refers to knives and other cutting instruments.
C. Holloware: refers to table service items such as sugar bowls, creamers, coffee pots, teapots, soup tureens, hot
food covers, water pitchers, platters, butter plates and other metal items excluding flatware and cutlery.
D. Special Tableware
There is almost an unlimited range of flatware, cutlery and hollowware in use in the catering industry. Apart from
the familiar knife, fork, spoon, vegetable dishes and lids, entrée dishes and lids, soup tureens, teapot, hot water jugs,
sugar basins there are a number of specialist items of equipment available for use with specific dishes. Some
common specialist equipments are listed below:
Silver Tea Tong Asparagus Holder Pastry Slicer Pastry Fork
Snail Tong and Snail Fork Oyster Fork Lobster Pick Nutcracker
Ice-cream Scoop Snail Dish Skewers
Stainless Steel
Stainless steel flatware and cutlery is available in a variety of grades. Use of stainless steels and super stainless
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steels is expanding in a variety of markets. Stainless steels have higher resistance to oxidation ( rust) and corrosion
in many natural and man-made environments; however, it is important to select the correct type and grade of
stainless steel. Stainless steel is finished by different degrees of polishing: high polish finish, dull polish finish and a
light grey matt, non reflective finish, etc. Stainless steel's resistance to corrosion and staining, low maintenance,
relative inexpensive and familiar luster make it an ideal base material for tableware. Stainless steel neither tarnishes
nor stains. It resists scratching far more than other metals and may, therefore, be said to be more hygienic.
Handling of Tableware
i) Storage of cutlery and flatware is very important. Each item has to be stored in the boxes or drawers lined with
baize to prevent the items being scratched
ii) They should be stored in cupboard or room which can be locked.
iii) Cutlery and flatware may be stored in cutlery trolleys.
4.6 TABLES AND CHAIRS
Tables: The size and shape of tables depends entirely on the availability of space and the kind of service envisaged.
Normally, three types of tables are used. They are round, rectangular and square. The height of the table irrespective
of the shape should be 75 cm from the floor level. The diameter of a round table to seat four people should be
approximately 92 cm. The size of a square table to seat two people should 76 cm sq and 92 cm square to seat four

people. The size of rectangular table to seat four people should be 137 cm x 76 cm. Commercial table tops come in a
variety of materials: wood, metal, stone, tile and melamine. Many restaurant table tops are available with edged
finishes to prevent scuffs and dents. In some expensive tables, another table top is placed with revolving facility, on
top of which the food is placed where the guests can rotate revolving top and serve himself, if he chooses to.
Chairs: are available in various shapes, colors and sizes to suit all occasions. Because of the wide ranges of style,
chairs come in varied height and width. However the dimension of chairs should be relative to table dimensions. The
average height of the chair should be 92 cm. The seat should be 46 cm from the floor and 23 cm from the top of the
table. This would enable guests to sit and eat comfortably, without their legs touching the underside of the table.
4.7 SIDE STATION / DUMMY WAITER
The side station is also called the dummy waiter or service console. This is a very important piece of furniture in a
restaurant. It is used by the service staff for keeping all the service equipment at one place. It is also used as a
landing table for the dishes picked up from the kitchen enroute to the table and the dirty dishes from the guest's table
to the wash-up area. For the convenience of the service staff, the side station should be strategically located in a
restaurant. The side station should be kept clean and presentable as it can be seen by the guests.
The following service equipment can be stored in a side station.
Salvers, Creamers, Wine chiller and stand Straw stand
Coffee pots, Teapots, Ice buckets and tongs Pot holders,
Finger bowls, Cruet sets, Sugar bowl; and tongs Toothpick stand
Soup ladles, Butter dishes, Bottle and wine openers Candle holders,
Cigar cutters, Bread baskets, Bud vases Wine cradle,
The style and design of side board varies from establishment to establishment. It depends upon:
 The style of service and menu offered.
 The number of waiters working from one sideboard
 The number of tables to be served from one sideboard
 The amount of equipment it is expected to hold.
It is essential that the side board is of minimum size and portable so that it may be moved, if necessary. If the
sideboard is too large for its purpose, then it takes up space which could be used to seat more customers. The top
should be of heat resistant material which can be easily washed down. After service, the sideboard is either
completely emptied out or restocked for the next service.
4.8 TROLLEYS
The various trolleys used in the food and beverage service outlets are:
1) Gueridon or Flambe Trolley: is a small mobile trolley that can be placed alongside the guest's table. It consists
of one or two burners, a gas cylinder and a work and storage space for plates and cooking equipment. Using this
trolley, the food is flambed at the guest's table. Only skilled and well rained waiters are allowed to handle this
service as there is the risk of spoiling food by overcooking it, and of the flame causing a fire in the premises.
2) Room Service Trolley: is known for its versatility. It is used for the service to guests in their rooms. The waiter
sets up the meal and covers on the trolley and wheels it into the guest's room. This trolley may also be used as a
dining table in the privacy of the guest's room. Beneath the trolley top, provision is made for mounting a hot case to
keep the food warm.
3) Dessert Trolley: serves as a visual aid to selling desserts. Guests are more likely to order a dessert if they can see
what is available, particularly if it is well presented. Some dessert trolleys are refrigerated. Gateaux, pastries etc can
be served from a dessert trolley. This trolley has several shelves and the bottom shelf is reserved for plates, cutlery,
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linen and other service equipment. A glass or transparent trolley top makes it easy for guests to select a dessert of
their choice.
4) Hors d'oeuvre Trolley
A hors d'oeuvre is the first course of a menu usually consisting of a selection of small items of egg, fish, meat, fruit
and vegetables in pungent dressings. This hors d'oeuvre trolley is used to carry variety of appetizers. This trolley is
probably the least popular in India, as a majority of guests are not too keen on hors d'oeuvre as a starter. They prefer
soups instead. However, this trolley can be used to popularize the special dishes that are introduced in the restaurant
from time to time.
5) Carving Trolley
It is used for carving joints of meat at a guest's table. This trolley is seldom used in India.
4.9 LINEN
Linens are fabric goods, such as tablecloths, napkins and slip cloths. Linen is a material made from the fibers of the
flax plant. Originally, many, such as bed sheets and tablecloths, were made of linen. Today, the term "linen" has
come to be applied to all related products even though most are made of cotton, various synthetic materials, or

blends. The main items of linen normally found in a restaurant are: tablecloths; slipcloths; buffet cloths; trolley and
sideboard cloths; and waiter’s cloths or service cloths.
4.9.1 Table Cloths
Table linens made from cotton or linen are not only more absorbent but also last longer. The fibers don't pill or pile
as easy as with synthetic table linens and they don't become shiny when exposed to an iron's heat. Egyptian cotton
and Irish linen are considered the finest materials for table linens because of their long, durable fibers. White is the
most popular color for table linens because it's considered formal. Table linens in off white or ivory are also
acceptable. A damask (woven) or embroidered pattern is a perfectly acceptable table cloth.
Types of Tables Size of Tables Size of Table Cloths

Square table 76 cm sq 92 cm sq 137 x 137 cm / 183 x 183 cm
Rectangular table 136 x 76 cm 183 x 137 cm
Round table 92 cm diameter 184 cm diameter
Table cloths should be large enough to cover the top as well as a portion of the legs of a table without interfering
with the guest's comfort while he is seated at the table. The size of the tablecloth varies according to the size of the
table it is required to cover.
4.9.2 Slip Cloths or Naperones
These are designed to be laid over the tablecloth to protect it from spillage and give it a longer life. Using a slip
cloth reduces the number of tablecloths used and thus reduces the cost of inventory and laundry. Slip cloths may
measure 1 meter square approximately.
4.9.3 Napkins or Serviettes
A napkin or serviette is a rectangle cloth or paper used at the table for wiping the mouth while eating. It is usually
small and folded. Conventionally, t he napkin is folded and placed to the left of the place setting, outside the
outermost fork. In an ambitious restaurant setting, it may be folded into elaborate shapes and displayed on the empty
plate. A napkin may also be held together in a bundle (with cutlery) by a napkin ring. Alternatively, paper napkins
may be contained with a napkin holder. Napkins may be of the same color as tablecloths, or in a color that blends
with the decor of the restaurant. Napkins should be spotlessly clean and well-pressed. The ideal size for a napkin is
between 46 to 50 cm sq.
4.9.4 Buffet Cloths
For a buffet table, the minimum size of the tablecloth required is 2 m x 4 m.
4.9.5 Trolley Cloths and Sideboard Cloths
These are usually made from tablecloths well worn and not suitable for use on tables, mended by the housekeeping
department and folded to fit a sideboard or trolley.
4.9.6 Waiter’s Cloths or Service Cloths
A service cloth is a very important part of service equipment as well as being part of the food server’s uniform. It
must be kept clean and ironed at all times and only used as a service cloth for certain activities such as:
 Carrying hot plates
 Final polishing of plates
 Wiping small spills
 Brushing crumbs onto a service plate
 Wiping the undersides of the plates before placing plates on the table.
Service cloths are also used by every waiter as protection against heat and to keep uniforms clean.
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4.10 Equipment Handling
Management invests substantial amount in supplies and equipment. Service staffs are, therefore, expected that these
equipment are handled gently and carefully. Staff should be sanitation and safety conscious. Equipment should be
handled in the right spot stemmed glass by the stem, tumblers by the base, flatware by the handle. Bowls should
never be held by the rim, use appropriate underliners. The thumb should never show on the plate.
When setting up cutleries, as well as glasswares, avoid leaving finger marks by using trays or by securing them
inside a cloth napkin. To prevent breakage, be conscious of the rules of equipment handling. Breakages are usually
caused by the following factors:
1. Mechanical Impact -- results from object-to-object collision. This is induced by stacking of glasswares and
chinaware, picking of glasses in bouquet, overloading of buspans and trays, putting cutleries inside glasses.
2. Thermal Shock -- result of sudden change of temperature. This happens when hot water is placed inside a chilled
/ cold glass and vice versa, abrupt use of glasswares after coming of the dishwashing machines, heating chilled bowl
in a microwave.

3. Improper Handling and Misuse of Equipment – using the equipment for a purpose it was not intended for such
as using a glass to scoop ice, using knives for opening cans, etc.
4. Inattentiveness or Absent-mindedness – accidents often occur when service personnel are absent-minded or are
inattentive in executing services especially when they are carrying breakable equipment.
5. Environmental Factors – greasy / wet floor, slippery floor, broken tiles, blind doors.
4.10.1 Measures to Avoid Breakages

 Use trays when serving and bussing.
 Proper system should be followed in stacking and storing equipment.
 Use appropriate door for entry and exit. A separate door for entry and exit must be set to prevent collision.
 Use appropriate glass racks. Make sure that the glasses are conveniently, but not tightly inserted in each rack.
 Buss out glasses separately from chinaware.
 Avoid overloading trays and buspans
4.10.2 Do's and Don’ts of Equipment Handling

 Dump ice out of glass; preheat glass before pouring hot water.
 Don't pour hot drinks in chilled or cold glasses.
 Stack dishes according to size and kind. Never stack too high.
 Handle stemmed glasses by stem and tumblers by base. Never handle glasses in bouquet.
 Remove glass / china from buspan one at a time. Don't unload china, glasses at random.
 Use ice scooper for scooping ice. Never use the glass for scooping ice.
 Never put cutlery into glasses, put them in appropriate containers.
 Make sure of an adequate back-up supply of glassware for rush periods.
 Always be on the lookout for cracked or chipped glassware and remove them.
 Never allow glass-to-glass contact on overhead racks, keep distant from each other.
 Never overload the tray / buspan. Load only what it can conveniently accommodate.
 Never buss glasses in the sink. Buss them directly onto divider racks.
 Never stack glasses. Use trays and avoid over-crowding them to prevent breakage.
4.10.3 Sanitation Standards in Handling Service Equipment

1. Use clean and sanitized glasses, flatware, chinaware and other equipment for service.
2. All service equipment must be wiped dry with clean clothes to avoid watermarks.
3. Bowls should be underlined with appropriate underliner and never to be served with finger touching the rim.
4. When serving straw serve them with their wrappers or in their respective dispensers.
5. When serving additional utensils or napkin, place them in a small plate to avoid direct contact with hand.
6. The thumb should be kept away from the plate to avoid touching the sauce, meat or dish.
7. When setting up flatware and glasses, avoid leaving finger marks; carry them in trays or with a cloth napkin.
8. Never serve food using cutleries that have fallen on the floor.
9. To avoid contamination, food must be covered when it is not served immediately.
10. Never serve utensils, cups, glasses or plates that are oily, wet or with finger marks, spots or lipstick mark.
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Chapter Five: Preparation for Service
Restaurants not only should attract potential customers but also should strive hard to entice them to become frequent
and regular customers. This can be done in a number of ways, such as through the type of menu, the glamorous and
attractive name of the place or atmosphere within the food service area. The customer’s first impressions of a
restaurant are the most important and these are largely determined by the professionalism of the service staff and
their preparations prior to service. These pre-service preparations are known as mise-en-place and are vital in that
they create the right and pleasing environment by the setting and controlling of temperature, lighting and equipment.
The serving food and beverage to the anxiously waiting customer needs professional expertise. The service should
follow a sequence and have a plan of action based on the practices of the professional catering industry. The service
staff should be expert performers of certain tasks before, during and after service. Diligent and courteous service
would certainly transform a satisfied customer to regular customer.

5.1 Preparation before Service

The service staff should check the following before service:
i) The tables and linen are clean.
ii) Tablecloths are evenly spread on the table.
iii) Chairs are dusted and properly arranged.
iv) The table set up is appropriate and pleasing.
v) The silver is polished and the china and crockery are spotlessly clean and befitting the occasion.
vi) Cruet sets, sugar bowls and flower vases are filled and placed on the table suitably.
vii) The floor / carpet is clean and dry.
viii) The restaurant and back area are in a state of readiness before the service session commences.
ix) The side station is fully equipped for service and the following should be checked:
 Condiments tray is cleaned and refilled.
 Napkins are folded and kept handy for the particular session.
 Salvers, extra linen, cutlery and service equipment necessary for the session are stacked up.
 Water jugs and ice buckets are filled and kept ready.
 Coffee pots ready with freshly brewed coffee / tea.
 Sugar cubes, butter and butter plates ready.
5.2 Preparation during Service

i) When the guests arrive greet them warmly, by wishing them the time of the day.
ii) Escort the guests to the table and seat them promptly by pulling the chairs out to ease seating. If need be, the
table should be moved so that very little inconvenience is caused to guests when they seat themselves.
iii) Ensure that children have high chairs and special attention is paid to the elderly.
iv) Remove extra covers, if any.
v) Serve water and present the menu card, if the captain is busy.
vi) If the order has to be taken, offer suggestions to the guests on the choice of food and beverages and repeat the
final order to avoid possible errors.
vii) Do not leave the station unattended as nothing annoys a guest more than not being able to find a waiter.
viii) If the table cloth has to be changed during service, the table top should not be exposed. Any articles on the
table should be cleared to the side station and not placed on chairs or on the next table. The soiled cloth
should be brushed using a service cloth and a crumbing tray or plate.
ix) Do not neglect little things such as lighting a guest's cigarette, responding to a request and showing interest in
the guest's needs.
x) Ensure that service is fast, efficient and pleasant.
xi) Before serving dessert, clear and crumb the table.
5.3 Preparation after Service

i) Pull out the chairs or the table to enable guests to move out comfortably.
ii) Wish them warmly and request them to visit again, saying - Do visit again, sir / madam.
iii) Clear the table immediately and reset for the next guest.
iv) Have the side station cleared and restacked for the next sitting.
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5.4 Mise-en-Scene
Mise-en-scene, the French term means to prepare the environment of the outlet before service in order to make it
pleasant, comfortable, safe and hygienic. Before each service session, the restaurant should be made presentable
enough to receive the guests. The supervisor or team of waiters should ensure the following mise-en-scene:
 Carpets are well brushed or hovered.
 All tables and chairs are serviceable.
 Table lights or wall lights have functioning bulbs.
 Menu cards are presentable and attractive.
 Tent carts or other sales material are presentable.
 Doors and windows are thrown open for some time to air the restaurant. This should be followed by closing the
windows and doors and setting the air-conditioning or heating to a comfortable temperature.
 Exchange dirty linen for fresh linen.
 Table cloths and mats are laid on the tables.
 Replace wilted flowers with fresh flowers.

5.5 Mise-en-Place
Mise-en-place, the French term means to “putting in place” is attributed to the preparation of a work place for
ultimate smooth service. It is widely used in the food and beverage service department in everyday hotel operations.
Before service commences, the staff should ensure that the station is in total readiness to receive guests. A station
comprises of a given number of tables which are attended by a given team of waiters. Thus a restaurant may have
several stations, each with a team of waiters. In a large restaurant, each station may be headed by a Chef-de-rang.
Mise-en-place involves:
 Side stations should be stacked with sufficient covers for resetting the restaurant after the first sitting is over.
Extra linen, crockery, cutlery, glassware and ashtrays should be kept handy so that they are available for use.
 Cruet sets should be cleaned and filled on a daily basis.
 Sauce bottles should be filled and the necks and tops of the bottles wiped clean.
 Butter, condiments and accompaniments for service should be kept ready for use when needed.
5.6 Table Setting
Table setting refers to the way to set a table with tableware - such as eating utensils and dishware - for serving and
eating. The arrangement for a single diner is called a place setting. The arrangement varies across various cultures.
The rules for laying a table are not rigid. They are followed to facilitate dining and making the table neat. The basic
rules for laying the tables are given below:
1) Table Linens: Table linen has to be laid properly. A white cloth is preferred but not mandatory. The only rule is
to make sure that linen patterns and china patterns don't clash.
2) Chargers: Chargers or dinner plates should be placed on the table first. Chargers are decorative elements that
are placed underneath plates to add color or texture to the table. Each plate should be set in the center of the
place setting and each place setting on the table should be set equidistant. The rest of the components used to
set a formal table will be set with the dinner plate in mind. If a charger is used, soup and melon bowls will be
placed on top. The charger will generally be removed just before the main course.
3) Napkins: Linen napkins should be folded elegantly and placed in the center of the dinner plate.
4) Silverware: Silverware is to be placed in order of use. In other words, the diner will start at the end and work
his way in. The first course will use silverware farthest from the dinner plate, while the last course will utilize
the silverware closest. Place all silverware an inch from the table's edge.
5) Knives: Set knives on the table to the right of the dinner plate. Technically, one should only use a knife if one is
cutting meat; however, up to three knives can be placed on the table, in order of use. Blades should face inside,
towards the table setting.
6) Forks: Forks are to be set to the left of the dinner plate in order of use. In most cases, there are three: one
each for seafood, the main course and the salad. When dining formally, salads are generally served at the end of
the meal.
7) Spoons: Spoons are set to the right of the knives in order of use. If there is a melon course, this spoon will be
set closest to the plate with the soup spoon on the end. If there is a dessert spoon, this will be set above the
plate. Coffee spoons are set on the saucer when it's time for dessert.
8) Glasses: Glasses are set above the plate to the right in order of use. From left to right: Water glass, red wine
glass, white wine glass, champagne flute (if ordered).
9) Dessert: Dessert plates and coffee / tea cups will be set out after dinner. If a fork is to be used with dessert, this
will be placed on the dessert plate. A dessert spoon should have already been set above the dinner plate. Coffee
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spoons should be placed on the saucer. Coffee / tea mugs aren't used for a formal dinner.
6.5.1 Points to Remember When Laying a Table
1) Table is covered by tablecloth should be first covered with a baize base cloth, for the following reasons:
a) To protect the diner's wrists and elbows from the table's sharp edges.
b) To keep the tablecloth firmly in place.
c) To protect the surface of the table and prevent the rattling of crockery and cutlery.
d) To absorb moisture in case liquid spills on the table.
2) Based on the size of the table, appropriate linen should be used. The central fold of the tablecloth should be in
the middle of the table and all the four edges should just brush the seats of the chairs. Soiled or torn linen should
not be used. Three types of tablecloths namely cotton, linen and damask are used. Of these, damask is the best.
3) If a bud vase is used as a central decorative piece, it should not be very large or tall as that obstructs the view of
guests sitting opposite each other. Heavily scented flowers should be avoided, as they affect the flavor of the food.
4) Each cover should be well-balanced. (A cover is the space required on a table for laying cutlery, crockery,
glassware and linen for one person to partake of a meal).
5) Only the required cutlery, crockery and glassware should be placed on the table. On a normal dining table, the
space required for one cover is 60 cm x 38 cm. The cover on the opposite side should be exactly similar, so as to

give a well balanced look.

6) Cutlery should always be laid from the inside to the outside of the cover, since the order of sequence in which
they are to be used is always from outside to inside.
7) Knives and soup spoons should be placed on the right-hand side of a cover, while forks should be placed on the
left-hand side. Dessert spoons and forks should be placed on top of the cover. The side knife should be placed on
a quarter plate and kept on the left side of the cover. The cutting edge of all knives should face to the left.
8) Water tumbler should be kept to the right of the cover, at the tip of the large knife.
9) Napkins should be placed in the centre of the cover, in between the cutlery. Normally during a dinner session,
napkins are arranged in empty water tumblers.
10) Cruet sets, a butter dish, an ashtray, meal accompaniments and a bud vase should be placed in between the
covers at the centre of the table.
11) Crockery and cutlery should be spotlessly clean and the glassware well polished.
12) Chipped or cracked equipment should not be used. The hotel's monogram should be visible to the guest. 13) All
cutlery and crockery should be placed about an inch from the edge of the table so that they are not accidentally
tipped over.
Chapter Six: Menu

Menu is the statement of food and beverage items available or provided by food establishments primarily based on
consumer demand and designed to achieve organizational objectives. It represents the focal point around which
components of food service systems are based. The menu is designed carefully what the outlet wants to cater for,
keeping in mind the type of clientele. The main advantage of a well-planned menu is that it leads to consumer
satisfaction. It also helps to motivate the employees for a responsible and successful service. A successful menu
depends upon composition-the right combination of foods, prepared perfectly, to the entire satisfaction of the
customer. So claimed Antonin Careme (1784-1833), the French chef who is considered the founder of classical
cuisine. Menu is a document that controls and directs an outlet's operations and is considered the prime selling
instrument of the restaurant. In a restaurant, a menu is the list of dishes to be served or available for a diner to select
from. The items that are available for the diner to choose from are broken down into various categories, depending
on the time of day or the event. The compilation of a menu is the most important part of a caterer's work. It is
regarded as an art, acquired only through experience and study. The menu is a link between the guest and the
establishment; hence it should be carefully planned by the establishment's professionals, namely the executive chef,
the food and beverage manager and the food and beverage controller. The word menu dates back to 1718, but the
custom of making such a list is much older. In earlier times, the escriteau (bill of fare) or menu of ceremonial meals
was displayed on the wall loadable with the kitchen staff to follow the order in which the dishes were to be served. It
is said that in olden times, menus were like a large dictionary with sections covering a variety of dishes. As time
progressed the lengthy single copy menu became smaller but increased in number allowing a number of copies
placed in table increased. Depending on the establishment and the occasion, the menu may be plain or artistic in its
presentation.
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6.1 Types of Menu
In a restaurant, there are two different types of menus which are differentiated by the manner in which they are
served and priced. A menu may be a la carte or table d'hôte.
6.1.1 A La Carte Menu
An “A La Carte Menu”, is a multiple choice menu, with each dish priced separately. If a guest wishes to place an
order, an a la carte is offered, from which one can choose the items one wants to eat.
Traditionally, the original menus that offered consumers choices were prepared on a small chalkboard, a la carte in
French; so foods chosen from a bill of fare are described as à la carte, "according to the board." In an a la carte
menu all items are cooked to order including the sauces that are made with wine, cream or mustard. Depending on
the dish chosen by the guest, the cooking time will vary. It is necessary to inform the guests about the time the
preparation might take. An extensive a la carte menu is impressive but involves a huge amount of mise-en-place.

The figure above is ala carte table set-up
1 = Napkin 6 = Main Course Fork 11 = Salt and Pepper

2 = Appetizer knife 7 = Bread Plate 12 = Water Glass
3 = Appetizer Fork 8 = Bread Knife 13 = Red Wine Glass
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4 = Soup Spoon 9 = Dessert Spoon 14 = White Wine Glass
5 = Main Course Knife 10 = Dessert Fork
6.1.2 Table D'hôte

Table d'hôte is a French phrase which literally means "host's table". It is used to indicate a fixed menu where multi-
course meals with limited choices are charged at a fixed price. Such a menu may also be called prix fixe ("fixed
price"). It usually includes three or five courses meal available at a fixed price. It is also referred to as a fixed menu.
Because the menu is set, the cutlery on the table may also already be set for all of the courses, with the first course
cutlery on the outside, working in towards the plate as the courses progress. In olden days, when the inns or dining
establishments offering a limited choice in the menu was not preferred by the guests, they started offering an a la
carte menu for guests to select the type of food they wanted to eat. Fixed menus or table d’hôte menus are still used
in various forms such as buffet menus, conference packages and on special occasions. A table d’hôte menu
comprises a complete meal at a predetermined price. It is sometimes printed on a menu card or as in the case of
banquets, it is agreed upon by the host of the party. A banquet style of fixed menu has more elaborate choices

ranging from the soup to the dessert. For the banquets, the hosts invariably fix or select the menu in consultation
with the hotel staff in advance. Most of the banquet food served in India is normally of Indian food. For this, a
printed format offering a choice of vegetarian and non-vegetarian dishes is prepared, from which the guests make
their choice. Western style fixed menus normally provide the choice of a starter or soup, a main course, and finally a
dessert. In each course there could be a choice of dishes to suit the tastes of individual guests. Table d’hôte menus
should be well planned and balanced. As the guest is not given a chance to plan his own meal, the meal should be
interesting, without any similarity in the color and taste of the courses as well as being palatable, delicious and well
presented. If the main course is heavy, then the first course should be lighter, and act as an appetite stimulant for the
courses to follow. Dishes that are heavy and hard to digest should be avoided. The color, varieties of ingredients
used, and the garnishes should, if possible, be different for each course. Fixed menus are prevalent in transport
catering which include air, rail, and sea passengers. The guests have a variety of fixed or table d’hôte menus, with
virtually no choice offered to the passengers (except the first class air passengers). Cruise liners may have elaborate
fixed menus with multiple choices built into each course.
Ala Carte Table d’hôte
Food is kept in a semi-prepared form takes time to serve Food is kept in fully prepared form and can be and served immediately
Food items are individually served and guests pay for what Menu is collectively priced and the customer has to pay for the full
they order menu whether he consumes a certain dish or not.
There is a vast choice. The menu is elaborate There is limited or no choice. The menu is comparatively small
Silver is laid according to the dishes ordered Silver for the whole menu is laid in advance as the menu is known in
advance.
6.2 Menu Format
In many cases, especially in restaurants, serving haute cuisine, the part or table d’hôte menu is beautifully
handwritten to emphasize the traditional character of the restaurant. In less fancy restaurants, a modern variant that
is similar but simpler is often used: the blackboard, on which are written recommendations concerning the day's
specialties. In general, however, the table d’hôte or a part menu, which changes daily or cyclically, is prepared in-
house (on a typewriter or computer) and duplicated as necessary. A separate menu listing the daily specials might
also be prepared. In many restaurants the table d’hôtel or a part menu and the daily specials contain only a fraction
of what is offered. Often an a la carte menu, from which the guests can select from an array of dishes that are always
available, is also provided. If an a la carte menu is offered, the other menus are inserted in or clipped to its folder.
The daily menus may also be placed at every seat, but in most establishments they are offered by the service staff
along with the regular a la carte menu.
6.3 Basic Principles of Organizing a Menu
1) Cold and warm dishes are listed separately.
2) Appetizers, soups, seafood and main courses are listed in separate groups.
3) In every group the lighter dishes are listed before the richer ones.
4) Salads should be highlighted.
5) If offered, low-calorie foods should be specially indicated, and the number of calories should be stated.
6) If foods are prepared with organic ingredients, this fact should be highlighted to the discriminating customer.
7) Every dish should be described clearly and simply, in an appetizing way, without being too flowery.
8) House specialties and seasonal items should correspond to the season and should change accordingly. Use a
clip-on menu or special insert to attract attention to them.
9) Dessert selection should be listed on a separate attractive card. Menu inform guests that such a card is available.
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10) The numbering of menu items can save time and confusion, especially with many of the new computerized cash
registers. Numbering, however, discourages communication between guests and the service staff and thus does not
help promote sales. For an easy compromise, place one numbered menu at the register or where orders are relayed to
the kitchen so that one can punch in the guest's order by number; the guest, however, orders the actual foods with
words, not numbers.
6.4 FRENCH CLASSICAL MENU
The classical French menu contains thirteen courses. Today, a menu of this size is hardly ever offered. But even
today's shorter menus follow the structure of the classical French menus as far as succession of courses is concerned.
They always start with something light to stimulate the appetite, build up to the main course, and then become
lighter toward the end of the meal. The thirteen courses of the Classic Menu for French Cuisine are given below:
Course French English Example
1. Hors d'oeuvre Appetizer Melon with port, oysters, smoked salmon,
2. Potage Soup Consomme brunoise, crème of tomato soup
3. Oeufs Egg Omlette espagnole, omelette aux tomates
4. Farineaux Rice and pasta Spaghetti napolitaine, ravioli, cannelloni
5. Poisson Fish Sole de bonne femme

6. Entrée First meat dish Fillet of sole Joinville

7. Relevé Main meat dish Saddle of Iamb
8. Sorbet Flavoured ice water Champagne sorbet
9. Roti Roast with salad Guinea hen stuffed with goose liver, salad
10. Legumes Vegetables Tomato farcis
11. Entremets Sweet Charlotte russe
12. Savoureux Savory Welsh rarebit, Ivanhoe
13. Desservir Dessert Jellied fruit
1) Hors D'oeuvre: Being of a highly seasoned and piquant in nature, this course is used to manipulate the appetite
for the dishes that are to follow. In recent years, hors d’oeuvres have gained in popularity, and now appear even on
simple menus in modest eating places. Although the actual term “hors d’oeuvres” applies to the service of various
cold salads and morsels of anchovy, sardines, olives, prawns, etc., it also covers whatever items are served before
the soup.
2) Potage: The French have three separate words for soup. Consommé is a clear, thin broth. Soupe refers to a thick,
hearty mélange with chunks of food. Potage falls somewhere between the two in texture, content and thickness. A
potage is usually puréed and is often thick, well-seasoned meat or vegetable soup, usually containing barley or other
cereal or a pulse (e.g. lentils). Today, the words soupe and potage are often used interchangeably. On good-class à la
carte menus, a fish soup is also usually offered for selection, the two most common being “Bisque d’Homard” or
“Bouillabaisse.”
3) Oeufs: Oeufs are the dishes made from egg. The omelette is the most popular item, but there are other styles of
cooking and preparation of eggs such as boiled, en cocotte, poached or scrambled. This course is not included in the
dinner menu. Some examples are omelette, Espagnole, Oeuf en Cocotte a la crime, Oeuf poche florentine.
4) Farineux: This is Italy's contribution to the courses of the menu. It includes different kinds of rice and pasta.
Pasta dishs are spaghetti, lasagne and gnocchi. Pasta is made from durum wheat semolina or milled durum wheat to
which water is added to form a dough. It can be coloured and flavoured in various ways. There are more than 200
varieties of pasta. The ingredients, size, shape and colour determine the type of pasta. Some examples include
Spaghetti Bolognaise, Lasagne Napolitaine and Macaroni au gratin.
5) Poisson: Poisson are the dishs made from fish. Fish, being soft-fibred, prepares the palate for the heavier meats
that follow. Deep-fried or grilled fish dishes do not generally occupy a place on the “classical dinner menu,” but are
freely offered on the shorter-coursed luncheon menu. This also applies to the coarser members of the fish family,
and the dinner menu is usually comprised of the finer fish prepared and cooked in the more classical manners. Ideal
fish for dinner menu compilation are: Sole, Salmon, Halibut, Escallops, etc. Rarely seen on a menu for the evening
meal are: Cod, Bass, Haddock, Brill, Hake, and Plaice. One deep-fried fish dish, which normally finds itself on the
dinner menu, however, is “Blanchaille”, and this only because Whitebait are so light and in no way too filling for the
comfort of the guest.
6) Entrée: This is the first of the meat courses on a menu. It is always a complete dish in itself. It is dispatched from
the kitchen garnished and sauced in the manner in which it is intended to be served. The “entrée” is always cooked
and garnished in an artistic manner and usually served with a rich sauce. The “entrée” can be devised of almost
anything light. This course consists of all the small cuts of butcher’s meats, usually sautéed, but never grilled.
Grilled steaks, cutlets and chops invariably replace the joints as the roast (roti) course.
7) Relevé: This is the main meat course on the menu, and is commonly known as the “piece de resistance.” It may
consist of joint of any of the following:
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Lamb (Agneau) Chicken (Poulet) Beef (Boeuf) Duckling (Caneton)
Veal (Veau) Pork (Pore) Ham (Jambon) Tongue (Langue)
These joints would be cooked by the sauce cook in a first class hotel or restaurant, by any method except roasting.
They are usually cooked on casserole, braise or poêle. Generally cooked in a sauce and served with it.
8) Sorbet: This course is a rest between courses. It counteracts the previous dishes, and rejuvenates the appetite for
those that are to follow. Normally served between the releve/remove and the roti, it is water and crushed ice slush
flavored as a rule with champagne and served in a glass. A frozen dessert made primarily of fruit juice, sugar, and
water, and also containing milk, egg white, or gelatin. Some examples are Sorbet Italian and Sorbet creme de
menthe. Russian or Egyptian cigarettes are often passed around during this course.
9) Roti – Roast: This course normally consists of game or poultry and is often included in the entree. Each dish is
accompanied with its own particular sauce and salad. Some examples are Roast chicken, Braised duck and Roast
quail.
10) Legumes: These are vegetable dishes that can be served separately as an individual course or may be included
along - with the entrée, relevé or roast courses. Some examples are Cauliflower mornay, Baked potato and Grilled
tomatoes.

11) Entremets: Entremets on a menu refers to desserts. This could include hot or cold sweets, gateaux, soufflés or
ice-cream. Some examples are Apple pie, Chocolate souffle and Cassata ice-cream.
12) Savoureux: A dish of pungent taste, such as anchovies on toast or pickled fruit. They are seved hot on toast or
as savoury soufflé. Welsh rarebit, Scotch woodcock, Canape diane are some of the examples. Fromage (Cheese) is
an alternative to the outdated savoury course, and may be served before or after the sweet course. It is usually served
with butter, crackers and occasionally celery. Gouda, Camembert and Cheddar are some examples of cheese.
13) Desservir: Dessert is a course that typically comes at the end of a meal. The French word desservir mean "to
clear the table." This is the fruit course usually presented in a basket and placed on the table, as part of the table
decor, and served at the end of the meal. All forms of fresh fruit and nuts may be served in this course. Common
desserts include cakes, cookies, fruits, pastries and candies.
6.5 The Order of Courses for a Dinner Menu
A full-course dinner is seldom served today, but the sequence of courses should be respected even if some are
omitted. The general standard at present is for a four- or five-course meal to be served for dinner. Theoretically,
however, all the courses of a full dinner menu must be studied and learnt by heart so that perfect compilation of
menus can be achieved.
Three-Course Dinner Menu: Four-Course Dinner Menu:
1. Hors d’oeuvre or soup 1. Hors d’oeuvre or soup
2. Main course with vegetables and potatoes or salad 2. Fish course
3. Sweet or savory 3. Main course with vegetables and potatoes or salad
4. Sweet or savory
Five-Course Dinner Menu: Six-Course Dinner Menu:
1. Hors d’oeuvre or soup 1. Hors d’oeuvre or soup (potage)
2. Fish course 2. Fish (poisson)
3. Main course with vegetables and potatoes or salad 3. Entrée
4. Sweet 4. Main (releve/remove) with (pommes et legumes ou salade)
5. Savory 5. Sweet (entremets)
6. Savory (savoureux ou bonne bouche)
Seven-Course Dinner Menu: Eight-Course Dinner Menu:
1. Hors d’oeuvres or soup 1. Hors d’oeuvres
2. Potage 2. Postage
3. Poisson 3. Poisson
4. Entrée 4. Entrée
5. Releve / Remove - Pommes et Legumes 5. Releve / Remove - Pommes et Legumes
6. Roast (roti) – Salade 6. Roti–Salade
7. Entremets or Bonne / Bonne Bouche 7. Entremets
8. Savories / Bonne Bouche
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Chapter Seven: Service Styles, Techniques and Procedure
7.1 Service Styles/Methods
Service is a term that is used to describe the manner and method in which food is served to guests in foodservice
operations. In former times, this often constituted an elaborate and convulated protocol, much of which is no longer
in vogue, notwithstanding that some technical terms are still in use today. When food is placed directly on plates and
served to guests at the table, this is referred to as service a lassiette. When guests serve themselves from the dish on
the table with serving spoons, this is referred to a service a la francaise. When the waiter places the food on the
diner’s plate this is referred to as service in the a la anglaise style. In service a la russe, which is also known as au
gueridon, the dish is first offered to guest for viewing or approval, and then food is served onto the diner’s plate at a
pedestal table or gueridon, which is located close to or besides the dining table.
Five styles of services are internationally recognized:
1. French service or Guerdion service
2. American service or Plate service
3. English service or Family service

4. Russian service or Silver service

5. Buffet service
7.1.1 French Service
French service differs from others in that all food is served from the gueridon. This is a rolling cart the same height
as the guest's table. The gueridon is covered with a cloth and is placed side-by-side with the table. It is equipped
with a small alcohol stove, or rechaud, that is used to keep the food warm for the preparation of sauces, crepes
suzette, jubilee and other special dishes. This service is very elaborate and elegant. The food is partially prepared in
the kitchen and completed by the Chef or Headwaiter in full view of the customer. Service of this type requires not
only technical expertise on food preparation but also a good showmanship. The Chef carries out certain activities
like carving meats, preparing flambe, etc. with flair and showmanship.
Advantages:
1. The guest s given personalized attention making him feel important.
2. It makes the guest feel that he is receiving a royal treatment.
3. Th service is elegant and entertaining.
4. It commands higher price than other forms of service (pay for the service).
Disadvantages:
1. It is a slow service.
2. It is expensive because it requires large professional staff.
3. It requires a bigger dining room space to make service and food preparation convenient.
7.1.2 American Service
This is usually called "plate service” because the food is already placed in the plate in the kitchen ready to be served
to the guests. This type of service is used in coffee shops where there is a demand for quick and simple service. It
requires minimal training for novice waiters and waitresses.
Advantages:
1. It is a fast and simple service.
2. It is inexpensive. One waiter or waitress can serve many guests and no special service equipment is necessary.
3. It does not require highly trained technical staff that demands for higher pay.
Disadvantages:
1. Less showmanship
2. Reduced personalized attention
7.1.3 English Service
This type of service is also known as "family style" service. In this service, the soup tureen is placed before the host
alongside with preheated soup plates and hands them to the waiter, indicating the person to be served. The same
procedure is followed with the main entree. If so desired, the partly filled dinner plate is presented to the hostess
who serves the vegetables from large serving dishes placed before her. Then the waiter places the plate before the
guests. This type of service is usually found in coffee shops, family restaurants, counter service, etc.
Advantages:
1. It is fast. Plates of food are served immediately at the proper temperature.
2. It is inexpensive.
3. It requires no special equipment.
Disadvantages:
1. Less showmanship.
2. Reduced personalized attention to the customer.
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7.1.4 Russian Service
This type of service is the same as that of French service. However, in Russian service, the food is fully prepared
and pre-cut in the kitchen and then neatly arranged on silver platters by the Chef. The waiter then shows the platter
to the guest as a polite gesture and serves the food to the individual plates of the guests using serving cutleries.
Advantages:
1. Only one waiter is needed to each station.
2. Elegant and entertaining.
3. No extra space is needed for the equipment (except for the side stand).
4. It guarantees equal portions because the food is pre-cut and already served.
5. Gives the guests personal attention.
Disadvantages:
1. It requires a big initial investment in silver equipment.
2. If many guests are served from one platter, the last one to be served may see a rather less attractive display.
3. If every guest in a party orders a different dish like steak or fish, the waiter must carry very heavily loaded tray /
trays to the dining room.
7.1.5 Buffet Service

This is also called self service and is normally used in banquet functions and i n some restaurants. Food is
attractively arranged on a long table, classified and arranged according to proper sequence, from appetizers to
desserts. Soup is placed on a soup tureen and the hot entrees in chaffing dishes to keep them warm. Some equipment
like dinner plates and saucers are laid down right on the buffet table. Instead of the waiter serving the guests, the
guests go to the buffet table pick up plates, china, cuttkery and knapkin and all other items and serve themselves of
their own choice.
Advantages:
1. It is a fast service.
2. It requires less staff to render the service needed.
3. The presentation of the different dishes can be appetizing.
Disadvantages:
It may result in shortage of food especially when the early ones may serve themselves more; thus very little food is
left for the latecomers.
7.2 Service Techniques
7.2.1 Serving of Food with One Hand
This service technique is used only for platter service and involves the so-called long grip. In the long grip, the
utensils are held in the right hand. Hold the spoon between the index and middle fingers and the fork between the
index finger and the thumb. The curves of the spoon and fork should align. Gently slide the spoon under the item to
be served, so that it is held between the fork and spoon. Remove your index finger, apply light pressure to the fork,
and lift.
7.2.2 Serving of Food with Both Hands
This technique is used when working at a side table or a buffet. When serving with both hands, hold the spoon in
your right hand and the fork in your left hand. If the food is prepared in a sauce, always scrape the bottom of the
spoon with the fork, to prevent drips and to keep the plate you are preparing clean and neat.
7.2.3 Arranging Food on the Plates
To the uninitiated, it might seem very simple to arrange food nicely on a plate. Actually, in a refined service, food is
arranged according to particular rules that are followed the world over. Meat is always placed at the lower part of the
plate. Sauces are served separately in a sauce boat, or they are served to the left of the meat or fish.
When a dish is cooked in a sauce, such as a curry or stews, the sauce is served over the meat. Compound, or
flavored, butters, such as d’hôte or d’hôtel butter or herb butter, are placed directly on the meat. Side dishes are
arranged to achieve color harmony. A piece of cake or pie should be served with the point facing toward the guest.
Plates with a logo or other graphic decoration should be arranged so that the decoration is placed in front of the
guest. Plates should never appear overloaded; the rims must always be free of food and without drip smears. Hot
food is always served on hot plates; cold food, on cold plates.
7.2.4 Pouring Beverages
Hold glasses by the foot or stem only, to avoid fingerprints. Glasses are always placed to the right of the guest with
the right hand. If the glass has a logo, it should face the guest. Beverages are always poured from the right side of
the guest. When serving heavy red wines that have been decanted or are in a wine basket, hold the glass, slightly
slanted, on the table with left hand and slowly pour out the wine with the right hand, so that the wine sediment is not
disturbed. A bottle of wine is first presented to the host. Then the bottle is opened, and a small amount is poured out
for the host. After the host approves, the guests are served first and the host's glass last.
7.2.5 Sequence of Clearing
When an aperitif has been served, the empty glasses are cleared only after the wine is served. If a white wine is
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served with the appetizer, the empty glasses are removed only after the red wine has been poured. The red-wine
glasses are cleared after the coffee or after-dinner drinks are served. When guests are smoking, ash trays are always
changed before a new course is served. After the guests have finished the main course, any platters or serving dishes
on the table are removed first. Then the dinner plates are cleared along with the flatware. Finally, any smaller plates,
bread plates, and finger bowls are removed. Before dessert is served, the table is totally cleared, except for flowers
or other decorations.
7.3 Order of Serving Meals

7.3.1 Breakfast
Many customers at the breakfast hour are in a hurry. Many people you will discover are not in the best of spirits
before they have had their first cup of coffee (or maybe not ever). A positive and cheerful attitude displayed from
the server in combination with prompt and efficient service might help to normalize the situation.
Below is a guide that might be acceptable in most situations.
1. When a fresh fruit or fruit juice is ordered, it is desirable to serve it first and then to remove the soiled dishes
before placing the toast and coffee.

2. When customers order a combination of cooked food, toast, and coffee, they may ask to have the whole order
served at once. Place the fruit dish, set on an underline, in the center of the cover, the plate of toast at the left of the
forks, and the coffee at the right of the teaspoons.
3. When the breakfast order includes a cereal and a hot dish, the service procedure may be as follows:
a. Place the fruit course in the center of the cover.
b. Remove the fruit course.
c. Place the breakfast plate of eggs, meat, or other hot food in the center of the cover. Place the plate of toast at the
left of the forks. Place the coffee service at the right of the spoons.
d. Remove the breakfast plate and the bread plate.
e. Place the finger bowl, filled one-third full of warm water. At times the finger bowl is placed after the fruit course,
when fruits which may soil the fingers have been served.
f. Place the sales check, face down, at the right of the cover or present it on a clean change tray.
7.3.2 Lunch
Lunch customers can be generally categorized into two groups: Business people who have a short-lunch period and
want quick service, and shoppers or others who just want leisurely service. A good server will recognize each group
and try to accommodate accordingly.
1. Fill the water glass three-fourths full of iced water.
2. Place chilled butter on cold bread-and-butter plate.
3. Place the appetizer in the center of the cover.
4. Remove the appetizer when guest has finished.
5. Place the soup service in center of cover.
6. Remove the soup entree.
7. Place entree plate in center of cover.
8. Place individual vegetable dishes above the cover.
9. Place hot beverages above and a little to the right of cup and sauce, with individual creamer above the cup.
10. Place an iced beverage or milk at the right and a little below the water glass.
11. Remove the main-course dishes.
12. Remove any extra silver not used in the main course.
13. Crumb the table, if necessary.
14. Place dessert silver to right of the cover with fork nearest the dessert plate, when fork and teaspoon are used.
When several teaspoons are placed, the dessert fork may be laid on the left side, to "balance the cover"
15. Place the dessert service in center of the cover.
16. Remove dessert dishes and silver.
17. Place the finger-bowl on the underliner in the center of the cover.
18. Present the Check face down.
7.3.3 Dinner
Dinner customers are seldom in a hurry. The server should be able to give leisurely service without making the guest
feel rushed. Although the guest should be allowed plenty of time to complete each course, long waits between
courses should be avoided (especially when small children are present.) An efficient server should observe the
guests during the meal in order to serve the next course promptly, and to comply with any requests made by guests
for special needs.
This is a generally accepted guideline, but does not apply to all situations.
1. Place appetizer or hors d'oeuvre service from the left in the center of the cover.
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2. Remove the first-course dishes.
3. Place the soup service in the center of the cover.
4. Remove the soup service.
5. When entree is served on a platter, place it directly above the cover. Lay serving silver at the right of platter.
6. Place the beverage to the right of the teaspoons.
7. Offer rolls or place them on the center of the table in reach of all the guests.
8. Remove the main-course dishes when the guest has finished.
9. Crumb the table if necessary.
10. Place silver for dessert course.
11. Place the dessert service in the center of the cover.
12. Offer hot coffee or tea.
13. Serve the check face down.
7.3.4 Five Diamond Service
1. Hostess or Maitre d’ seats and welcomes guests
2. Front waiter lights the candle and offers mineral or served water. If mineral water is sold, silver coaster is placed
on table under water bottle.

3. Captain asks for cocktails and gives the wine list. He will serve cocktails and leave the list on the table, if the
guest are a couple, the Captain will point out wine by the glass or half bottles wine selections.
4. Back server delivers and explains the amuse after cocktails are served.
5. Front server clears Amuse and Maitre d’ or Captain presents the menu and explains the specials.
6. Captain takes the wine order, pours and explains each selection. Captain waiter continues to offer cocktails
7. Maitre d’ takes order and gives service copy the Front waiter, who proceeds to remove base plates and give
proper mis en place for up to two “2 courses.” Front waiter is to keep service copy slips on his person at all times.
8. Brioche and butter service is done by the Back waiter will maintaining the clearing and replacing of napkins.
9. First course and brioche refills are delivered by the Runner to the Front server on the floor, who then serves
them. Pepper is to be offered on all salad dishes.
10. First course are cleared by the back waiter, and mis en place is rechecked by front waiter.
11. Runner is to correctly number the domes, and entrees are to be served with assistance of the Back waiter.
Back waiter is to know position # 1 on all the tables in his section.
12. Back waiter clears table after main course and crumbs the table. Coffee order is taken, cheese selection is
explained and the desert, cognac, port, sherry menu is presented.
13. Front waiter takes dessert order and gives proper mis en.
14. Back waiter delivers desserts and coffee.
15. Captain brings over cart and offers cognacs, ports, or cherries.
Special Observing
There are many things a server must attend to become fully efficient; a few tips a server can use to take advantage:
1. Serve hot food hot, on heated dishes.
2. Serve cold food chilled, on cold dishes.
3. Inquire how food is to be cooked:
a. Eggs - fried or boiled, scrambled etc...
b. Steak - rare, medium, or well done etc...
c. Toast - buttered or dry
4. Refill water glasses whenever necessary during the meal.
5. Refill coffee. Customer will let you know if they've had enough.
6. Place silver necessary for a course just prior to serving:
a. Soup spoon on extreme right of teaspoons.
b. Cocktail fork to right of soup spoon.
7. Offer crackers, bread, other accompaniments with appetizers or soups.
8. Provide iced teaspoons for ice drinks, straws with appropriate beverages.
Presenting the Check
The guest should never be kept waiting for his check. It should be presented either immediately after the last course
has been served or as soon as he has finished eating. A check cover should be used to transport the bill to and from
the table. The cover should be placed to the right of the host. If the host is not known, the check should be placed at
the center of the table. It is always a courteous practice to ask if any other services are desired. It is very
discourteous to indicate in any way that a tip is expected or that any certain amount is anticipated even if the
customer asks (This happens to me a lot.).
Never show any disappointment because the tip is less than what is customarily received. Always thank the
customer for any gratuity with sincerity. Guests should be shown small courtesies when departing; for example, a
server may draw out the chair for a female guest and assist her with her coat etc... The server should express his
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goodbye sincerely and welcome the guest to return. The idea is to make the guest feel completely welcome. Try to
change up your good-bye from time to time as well. Other customers in the room will get sick of hearing you repeat
the same thing to all departing customers, and when it comes there time to leave, they will leave with the feeling,
that they were just part of another process. When guests ask for check, Captains should inquire as to the satisfaction
of the guests. Mignardises and check are then delivered to table.
7.4 Handling Serving Dishes and Utensils
During service the right and left hands have distinct functions to perform. The left hand carries while the right hand
works. Flatware, glasses, cups, and the like are always carried on a tray, never in hands. For safety and to prevent
clattering, this tray should always be covered with a paper or cloth napkin. While bringing platters to the side table
or guest table, always carry them in both hands. The hand towel should be draped lengthwise over the cloth so you
can hold the platter on both ends. If several plates or serving dishes are carried at the same time, place them on the
towel so they will not slide. Serving bowls and sauce boats are always placed on a small plate with a paper doily.
7.4.1 Procedure for Carrying Plates
A Stack of Plates: it is always carried with both hands. Wrap your hand towel around the plates so that you do not
touch the plates with your bare hands. Do not hold the plates against your body.

One Plate Always hold a plate between the thumb and forefinger (index) finger. Your thumb should be flat on the
rim of the plate, pointing toward the rim, never into the plate.
Two Plates Held from Below: Hold the first plate between the thumb and index finger. The index finger is placed
slightly behind the lower rim. Slide the second plate against the index finger and support it with the other fingers
from beneath. Held from Above: The first plate is held with the thumb and index finger. With that hand turned
slightly upward, balance the second plate on the lower forearm and the ball of the thumb. Support the upper plate
with the other fingers.
Four Plates The procedure for carrying four plates is as follows:
1. Seize the first plate between the thumb and the forefinger
2. Place the second plate between the forefinger (on the top) and the two fingers major and ring finger (under).
3. Place the third plate over the basis of the thumb and the little finger.
4. The fourth plate is carried in the right hand, this will be the first plate placed on table.
Figure 8.1 Procedures for Carrying Four Plates
7.4.2 Sample Procedure for Carrying Plates
Consider a "service" which is composed of a meat dish, a vegetable placed on an under dish, 4 hot plates and a sauce
dispenser. The following procedure is adopted:
 Cover plates with a cloth and hold them with the left hand.
 Position the meat dish on the pile of plates
 Place sauce dispenser between forefinger and little finger (on top) and middle finger and ring finger (under).
 The vegetables dish should be carried in the right hand.
7.4.3 Sample Procedure for Carrying a Tray
1) It is important to organize the tray in a way that the weight is concentrated on a precise point that will be
maintained by the wrist and the left hand (a pile of under cups)
2) Items less heavy will be placed around heavier items (cups and spoons).
7.4.4 Clearing of Plates
The basic technique is the same as carrying two plates from above. After picking up the first plate, arrange the
flatware on it. The handle of the first fork is under your thumb. This will secure the remaining flatware. Then slide
the knife in at a right angle under the fork. Now pick up the second plate with the flatware, and place the flatware on
the first plate, fork beneath the thumb and knife below. The remaining plates are stacked on the second plate, while
the flatware is arranged on the first plate. In an elegant service, no more than four plates are cleared at one time.
Small food remnants on the plates can be pushed to the lower plate; be sure to turn away from the guest when doing
this. When the plates contain a lot of leftovers, they must be scraped away from the table. Clear only two plates at a
time and sort out in the waiter’s pantry.
7.4.5 General Rules to be Observed While Serving
1. Women are usually served first. If it is an honorary dinner, of course, the guest of honor is served first. Otherwise,
age and status of the guest determine the sequence, with older or more distinguished guests served first. The host is
always served after his or her guests. When children are present at the table, serve them as quickly as possible to
maintain peace.
2. Place and remove all food from the left of the guest.
3. Place and remove all beverages, including water, from the right of the guest.
4. Use the left hand to place and remove dishes when working at the left side of the guest and the right hand when
working at the right side of the guest. This will provide free arm action for the server and avoids the danger of
bumping against the guest's arm.
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5. Place each dish on table with four fingers of the hand under lower edge and the thumb on the upper edge.
6. Never reach in front of a guest nor across one person in order to serve another
7. Present Serving dishes from the left side, in a position so that the guest can serve himself. Place serving silver on
the right side of the dish, with the handles turned toward the guest so that he may reach and handle them easily.
8. Do not place soiled, chipped, or cracked glassware and china or bent or tarnished silverware before a guest.
9. Handle tumblers by their bases and goblets by their stems.
10. Do not lift water glasses from the table to fill or refill. When they cannot be reached conveniently, draw them
to a more convenient position.
11. Set fruit juice and cocktail glasses, cereal dishes, soup bowls, and dessert dishes on small plates before placing
them in the center of the cover between the knife and the fork.
12. Place individual serving trays of bread and rolls above and to the left of the forks. Place a tray or basket of
bread for the use of several guests toward the center of the table.
13. Place the cup and saucer at the right of the spoons, about two inches from the edge of the table. Turn the
handle of the cup to the right, either parallel to the edge of the table or at a slight angle toward the guest.
14. Set tea and coffee pots on small plates and place above and slightly to the right of the beverage cup. Set iced
beverage glasses on coasters or small plates to protect table tops and linen cloth.

15. Place individual creamers, syrup pitchers, and small lemon plates about and a little to right of cup and saucer.
16. Place a milk glass at the right of and below the water glass.
17. Serve butter, cheese, and cut lemon with a fork, serve relishes, pickles, and olives with a fork or spoon, not
with the fingers.
Chapter Eight: Breakfast

Breakfast is the first meal of the day, typically eaten in the morning. The word derives from the idea of breaking the
involuntary fast due to sleep. Breakfast is considered by many food experts to be a most important meal of the day.
Traditionally, breakfast is a large cooked meal eaten before work and designed to carry people through a large part
of the day. The erosion of the cooked breakfast has been an ongoing trend in the Western world, since at least the
early 20th century, coinciding with late waking times than when most Westerners had agricultural occupations,
starting early in the morning. Breakfast in hotels may be served in the hotel restaurant or dining room, in a breakfast
room set aside for this one meal, or in the guest's bedroom or suite. The current trend is that most of the hotels are
offering breakfast as complementary (bed and breakfast tariff).
9.1 Types of Breakfast
The following are some of the basic types of breakfast:
1. Continental breakfast
2. English breakfast
3. American breakfast
9.1.1 Continental Breakfast or Café Complet
Continental breakfast is an institutional meal plan based on lighter Mediterranean breakfast traditions. It is a light
meal meant to satisfy breakfaster until lunch. A typical Continental breakfast consists of the following:
Juice Mango juice, pineapple juice, tomato juice, orange juice or grapefruit juice. Bread Toast (white bread / brown
bread), rolls, croissant, brioche, muffins, doughnuts, Danish pastry served with preserves, jam, honey, marmalade
and butter. Beverage Hot beverages such as tea or coffee. The continental breakfast may also include sliced cold
meats, such as salami or ham, and yogurt or cereal. Some countries of Europe, such as The Netherlands and those in
Scandinavia, add a bit of fruit and cheese to the breakfast menu, occasionally even a boiled egg or a little salami.
If tea is served as a beverage with the above breakfast then it is known as ‘The Complet’. If coffee is served with the
above breakfast then is it is known as ‘Café Complet’. On the other hand, if the guest exclusively takes coffee alone
(with nothing to eat), then it is known as ‘Café Simple’. If the guest takes tea alone then it is known as ‘The Simplé’.
The current trend in the continental breakfast menu includes a wide variety of choice of food items as detailed
below:
Juice: Mango, pineapple, orange, apple fresh, stewed fruit, strawberries, lychees, melon, tomato juice, grapefruit
(half or segments), figs, prunes (fresh and stewed).
Cereals Cornflakes, Weetabix, Special K, Alpen, muesli, bran flakes, rice crispies, porridge.
Yoghurts Natural or fruit, regular or low fat
Fish: Fried or grilled kippers, poached smoked haddock (sometimes with poached eggs), grilled herring, fried or
grilled plaice, fried or grilled sole, kedgeree, smoked fish, marinated fish such as gravadiax.
Eggs: Fried, poached, scrambled, boiled, plain or savory filled omelette, eggs benedict
Meats: Bacon in various styles, various sausages, kidney, steak, gammon
Potatoes and Vegetables: Hash browns, sauté potatoes, home fries, mushrooms, baked beans fresh or frilled tomato
Pancakes and waffes: Regular pancakes or waffles, with maple syrup or other toppings, blueberry pancakes, whole
meal pancakes, griddles cakes
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Cold buffet: Hams, tongue, chicken, smoked cold meats, salamis, cheeses
Bread items: Toast, rolls, croissants, brioches, crisp breads, plain sliced white or brown bread, Danish pastries,
American muffins, English muffins, spiced scones, tea cakes, doughnuts.
Preserves Jams, marmalade, honey
Beverages Tea, coffee (including decaffeinated), chocolate, beverages, milk, mineral waters. The Continental
Breakfast concept is not limited to Europe, as evidenced by the numerous hotel chains that offer this service
worldwide.
9.1.2 English Breakfast or Full Breakfast
Somerset Maugham once said, "The only way to eat well in England is to have breakfast three times a day". An
English breakfast is an elaborate breakfast quite substantial in size and variety. The tradional English breakfast
comprises of ten courses.
Juice: Chilled fruit juices - Pineapple, Orange, Apple, Grapefruit, Tomato
Stewed Fruits: Apples, Prunes, Figs, Pears etc. are cut into small pieces and cooked in sugar syrup flavoured with
clove and cinnamon. It is served in a cocktail cup with a quarter plate as underliner and the cutlery provided is a
teaspoon

Cereals: Oatmeal (meal), cornflakes, wheat flakes, rice crispies, porridge are served with cold or hot milk in a soup
bowl with a quarter plate as underliner and a dessert spoon is provided as cutlery.
Fish: Herring, Haddock, Kedgres, Sardines are served.
Eggs: Boiled, Fried, Poached, Scrambled, Plain or Savoury Omelette.
Meats: Fried or Grilled bacon, sausages, ham, salami, kidney or liver.
Rolls and toast: Toast white or brown or rolls like croissant, muffins, brioche, doughnuts, Danish pastry.
Butter and Preserves: Butter, jam, jelly, marmalade, honey, maple syrup.
Fruits: Fresh fruits like melon, papaya, mango, orange, grapefruit, pears.
Beverages: Tea, coffee or hot beverages like Bournvita, Milo, Horlicks, Ovaltine, Cocco.
This traditional cooked breakfast has largely been replaced by simple, light foods and much varied choices have
been added to suit today’s customers. The course also varies from two to ten depending on the customer and the
establishment. English breakfast is much heavier than a continental breakfast.
9.1.3 American Breakfast
Traditional breakfasts in the United States a n d Canada derive from the full English breakfast and feature
predominantly sweet or mild-flavored foods, mostly hot. Restaurants that serve breakfast typically base their menus
around egg dishes and meats such as sausage and bacon. Pancakes and waffles are also popular. An assemblage
commonly known as a country breakfast in restaurants consists of eggs or omelette, sausage or bacon, hash browns,
gravy, coffee, biscuits or toast with jam or jelly, and fruit juice. The American breakfast comprises of the following
courses:
Juice: Mango, Pineapple, Orange, Grapefruit, Tomato
Cereals: Oatmeal (meal), cornflakes, wheat flakes, rice crispies, porridge are served with cold or hot milk.
Eggs Boiled, Fried, Poached, Scrambled, Omelette, served with bacon, ham or sausages.
Breads: Toast white / brown, rolls, brioche croissant, with preserves like butter, jam, jelly, marmalade and honey.
Beverages: Tea, coffee or hot beverages like Bournvita, Milo, Horlicks, Ovaltine
American breakfast usually consists of fewer courses than English breakfast.
9.2 BREAKFAST TABLE SETTING
Table setting is an art. A meal however simple or elaborate, the laying of a table can make a whole lot of difference.
Each meal can have a classy look with a little touch of thought. A basic table setting, suitable for breakfast should be
arranged as follows:
· A plate placed in the center (allow at least 24 inches for each place setting)
· A bread and butter plate placed at the top left of the plate
· A soup / salad bowl can be placed on top of the plate (as needed)
· A fork placed on the direct left of the plate
· A knife and soup spoon placed on the direct right of the plate (the cutting edge of the knife should face the plate)
· A napkin folded to the left of the fork
· A drinking glass placed directly above the spoon and knife
· A coffee / tea cup and saucer to the right of the drinking glass
9.2.1BREAKFAST COVER
The area or space for all the utensils (including salt, pepper cruets and ashtrays) for each guest is called cover. The
breakfast cover may be divided into two types:
1. Full breakfast cover.
2. Continental breakfast cover
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A) Full English Breakfast Cover
The full English breakfast consists of a number of courses; usually three or four, with a choice dishes from within
each course. The cover includes some or all of the following:
i) Side plate and side knife
ii) Fish knife and fork
iii) Joint knife and fork
iv) Soup spoon and fork
v) Tea or breakfast cereal cup, saucer and teaspoon
vi) Slop basin
vii) Tea strainer
viii) Jug of cold milk (if tea bags used - no need for strainers)
ix) Sugar cubes bowl and tongs or individual sugar packets in a bowl, cream or coffee mate pouches
x) Butter dish on doily on an underplate with a butter knife
xi) Preserve dish on a doily on an underplate with a preserve spoon
xii) Cruet: salt, pepper, mustard and mustard spoon
xiii) Serviette: either laid flat between the joint knife and fork or placed on the sideplate under the side knife

xiv) Toast rack on an underplate

xv) Bread boat containing the croissant or brioche in a serviette to keep them warm.
xvi) Stands or underplates for teapot/coffee pot and hot water jug/hot milk jug, salt and pepper, caster, sugar
xvii) Ashtray (depending on smoking policy)
xviii) Table number display.
B) Continental Breakfast Cover

For a continental breakfast consisting of hot croissant/brioches or hot toast, butter, preserves and coffee or tea, the
cover would be as follows:
i) Stands or underplates for coffee / tea pot and hot milk/hot water jug or pouches of tea or instant coffee.
ii) Side plate with side knife
iii) Sugar cubes basin and tongs or individual sugar and creamer packets in a bowl
iv) Tea or breakfast cup and saucer and a teaspoon
v) If the beverage is tea, then the following additional items will be needed: slop basin and tea strainer.
vi) Napkin
vii) Ashtray (depending on smoking policy of the establishment)
The majority of the items listed above for the two types of breakfast are often placed on the table as part of the mise-
en-place, before the customer is seated. A number of items are then placed on the table after the customer is seated
and makes his choice of breakfast known. These include:
• butter dish with butter and alternatives
• preserve dish with preserves
• jug of cold milk
• toast rack with toast and / or bread basket with hot rolls
• tea pot / coffee pot / hot or cold milk / hot water jug.
9.3 ORDER OF SERVICE FOR BREAKFAST

Pleasing and good breakfast service is important because guests are not always at their best in the morning. Foods
served for breakfast must be palatable, freshly prepared and served at correct temperature. Often breakfast should be
served in courses unless it is requested by the client as a whole. Cooked food and beverages should be brought to the
guests directly from the serving station and under no circumstances food be allowed to remain on the serving stand
to cool off while the customer finishes a preceding course. When fresh fruit or fruit juice is ordered, it is desirable to
serve it first, and then to remove the soiled dishes before placing the toast and coffee. When customers order a
combination of cooked fruit, toast and coffee, they may ask to have the whole order be served in one go. Place the
fruit dish, set on an underliner. In the centre of the cover, place the plate of toast at the left of the forks and the
coffee at the right of the teaspoons.
When the breakfast order includes cereal and a hot dish, the service procedure may be as follows:
 Place the fruit course in the center of the cover.
 Remove the soiled fruit dish
 Place the cereal bowl, set an underliner, in the center of the cover. Cut the individual boxes of cereal partway
through the side near the top so that the guest may open them easily.
 Remove the soiled cereal dish
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 Place the breakfast plates of eggs, meat or other hot food in the center of the cover. Place the plate of toast at the
left of the forks. Place the coffee service at the right of the spoons.
 Remove the breakfast and bread plates.
 Place the finger bowl with a slice of lime or lemon, one third full of warm water. At times the finger
bowl is placed after the fruit course when fruits that may soil the finger have been served.
Chapter Ten: Order Taking

Order taking is a skillful art that reflects the efficiency of both the waiter and the establishment. The order taker
(waiter) should be skillful to handle array of customers efficiently. He should have a very good memory. He should
have good oral communication skills. Knowledge about food and beverage, their garnishes and accompaniments,
matching wines and spirits, cooking time and serving time, description of dishes in a lucid manner are other
important qualities of order taker. He should also possess a rapid writing skill legible enough so that other
subordinates can understand and execute the order.
10.1 ORDER TAKING PROCEDURE
The order taking procedure in a hotel industry is discussed in detail in the following paragraphs.

A. Receiving the Guest

1. The welcoming of the guests represents the most important step to his final satisfaction and reflects the level and
quality of the service of an establishment
2. Guests must be welcomed from the entrance of the restaurant; they should not wait by themselves for more than
10 seconds at the entrance.
3. The first impression received by the guest is most important. It is not necessary to execute the whole welcoming
procedure with each guests (it is not always possible in case of affluence), however, it is indispensable to show him
that he has been taken into consideration, if it is only by eye contact.
4. If the hostess or the maître d’ is occupied, the head waiter or the assistant waiter must show the guests that they
have been taken into consideration.
5. If there is an overbooking problem (more tables have been reserved than the restaurant can welcome), guests
should not be left at the entrance but invited to sit down at the bar and take care of the problem away from their
presence.
6. The hostess or Maître d' must try to seat the guests if he / she has to modify the planning of reservations at the
moment of the guests arrival.
7. The hostess or the head waiter will accompany the guests to his table and pull out the chair for him / her to sit.
8. The head waiter or the assistant waiter will immediately present himself to the table to show the guests that he has
been taken into consideration
B. Attending an Order
1. The waiter will approach the guest from the left, place the menus, ensuring they are clean, in front of him and
enquire: “May I have your order please, sir / madam?”.
2. He should wait patiently, facing the guests, until (after any necessary advice has been asked for and given) the
order is completed as fast as and including the main course.
3. When the menus are long and varied, it is advisable to allow customers a few minutes before asking the order.
4. When it is apparent that there is a host, take his instructions first, otherwise receive orders as soon as the guests
are ready.
5. If the waiter is busy and cannot attend to a customer at once, he should inform him that he will attend to him
shortly or “in a moment”.
6. When two tables are occupied at approximately the same time, the waiter must take the order of the first party
first. Customers are apt to note with annoyance any failure to a “first come, first served” sequence.
7. Waiter must be aware not only of the speciality of the day but also reasonable dishes to recommend. He should
know the following things as far as possible:
 Knowing which dishes are ready for quick service to guests in a hurry.
 Items suitable for children
 Salad, vegetable and potato suggestions for grills, roasts and main courses for a la carte guests.
C. Recording an Order
1. The Head Waiter should write in the corner of the order sheet; the table number and the number of persons being
served. He also notes the time at which the order has been taken.
2. He takes the order for the appetizer; he indicates the number of guests for each appetizer opted.
3. He takes the order for the main dish. He writes the special notes at the right (example: choice of spice and
hotness). He repeats the same for all the guests.
4. He takes the order for all other items.
5. He affixes his signature and hands it over to his back waiter.
10.2 SAMPLE PROCEDURE FOR ORDER TAKING Page10

1. The front waiter presents himself to the table.
Table No: Covers:
2 He indicates on the voucher the table number and the number of persons.
Table No: AS Covers: 4
3 He writes down the time at which the order has been taken.
Table No: AS Covers: 4 12h30m
4 He takes the order for the first appetizer. He indicates the number of the guest corresponding to that order.
Table No: AS Covers:4 12h30m Shrimp Cocktail (1
5 If the order of the second appetizer is identical, the head waiter will only indicate the chair number corresponding
to the second guest.
Table No: AS Covers: 4 12h30m Shrimp Cocktail (1,4
6 I f a guest does not take an appetizer, the head waiter will write on the voucher "no appetizer" and the chair
number corresponding to the guest, so that there is no confusion in the kitchen.
Table No: AS Covers:4 12h30m Shrimp Cocktail (1,4 No (3

7 The head waiter takes the order of the last appetizer

Table No: AS Covers:4 12h30m Shrimp Cocktail (1,4 No (3
Bisque (2
8 When the order of appetizers is finished, the head waiter writes the total number of dishes ordered
Table No: AS Covers:4 12h30m 2 Shrimp Cocktail (1,4 1 No (3
2 Bisque (2
9 The head waiter takes the order of the main dish. The first guest does not take a main dish, the head waiter writes
it down on the voucher
Bisque (2 No(1
10 He takes the order of the second dish.
2 Bisque (2 No(1 Tournedos(3
11 He asks the guest how he would like his meat cooked. He indicates this information on the right side of the
voucher
Table No: AS Covers: 4 12h30m 2 Shrimp Cocktail (1,4 1 No (3
2 Bisque (2 No(1 Tournedos (3R
12 He takes the order for the third guest.
2 Bisque (2 No(1 Tournedos (3R 2wd
13 He takes the order of the fourth guest
2 Bisque (2 No(1 Tournedos(3R 2wd Homard(4
14 He writes down the total number of dishes ordered
2 Bisque (2 1 No(1 2 Tournedos(3R 2wd 1 Homard(4
15 He separates the different headings. He writes down the date and appends his initials in the right inferior part of
the voucher. He transfers the voucher to his back waiter.
Table No: AS Covers:4 12h30m 4 Cartes 2Shrimp Cocktail (1,4
1 No (3 2 Bisque (2 1 No(1 2 Tournedos(3R 2wd
1 Homard (4 18/02 Sz
10.3 Methods of Taking Food and Beverage Order

Essentially there are four methods of taking food and beverage orders from customers. All order taking methods are
based upon these four concepts.
Triplicate Method: Order is taken, top copy goes to the supply point, second copy is sent to the cashier for billing;
third copy is retained by the server as a means of reference during service.
Duplicate Method: Order is taken; top copy goes to the supply point, second copy is retained for service and billing
purposes.
Service with Order Method: Order is taken; customer is served and payment received according to that order, for
example, bar service or take-away methods.
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Pre-Ordered Method: Individually (example room service breakfast), Hospital tray system and Functions
10.4 ROOM SERVICE

Room Service generally includes the same dishes offered in the restaurant. A three star category hotel should be able
to serve at least breakfast in the rooms. Room service is part of the food and beverage department and not of
housekeeping. The room service can also be responsible, after the closing of the hotel bar, to serve beverages in the
rooms and manage the mini-bar. Waiter will use trays (carried high over the shoulder with the left hand) or rolling
tables for the meals. Every element should be covered (film paper, carton, bells) during transportation and
uncovered when entered the room. The Room Service is often situated inside the kitchen, and close to the service
elevator. In this way hot preparations can be served as fast as possible. Inside this service, the following are found:
 Working station Toaster Sink
 Coffee / tea machine Products shelves (cereals, sugar...) Tray shelf
 Refrigerator Order taking office / desk
11.5.1 Room Service Order Taking

One can order room service in two ways:

1. By “door hanger” 2. By “telephone”

1. By Door Hanger
It is a document that the guest places on the exterior room door knob. The night audit picks up all the documents
during the night. This system allows the room service employees to be ready and serve the guests on time.
This document is often made up of two faces written down in two languages and is placed by housekeeping on the
head of the bed. The information found in this document are the following:
i. The service hour desired by the guest, leaving a margin of a quarter of hour (e.g., between 8:00 and 8:15 a.m.)
ii. The name of the guest
iii. The number of people
iv. The room number
v. The detailed order of breakfast desired (filled in cases)
Vi. A choice of newspaper proposed by the establishment
2. By Telephone
The room service order is placed through telephone. In fact, it is very difficult to take an order correctly by
telephone. One must be fast, not to forget any important information and try to sell the maximum to the guest. For a
maximum efficiency, the Room-service personnel use digital telephones that indicate the name of the person and the
room number, and the possibility to display the room number of the previous call in case they forget.
The room service order is written down manually or computerized and it should include the following information:
a) Room number Name of the guest Number of persons
b) Detailed order Hour the order is taken Service hour
The service should be fast and discrete. The service procedure is as follows:
1) Verify the guest's name on the bill
2) Knock on the door
3) Announce "room service"
4) Remove plastic films from the food
5) Wait until the guest invites the waiter to come in
6) Express wishes "good morning, good afternoon, good evening, call guest by last name (good morning Mr. X).
7) Ask where to place the tray
8) List the different food items ordered by the guest
9) Ask the guest to sign the bill
10) Thank the guest and explain the procedure to take away the tray
It is to the room service to clear away the tray when the guests have finished, either by asking them to place their
tray outside of their room when they have finished, and to clear it 20 minutes after the service or by asking the guest
to call them to come clear away the tray, which is more delicate because the waiter must come in the guest's
intimacy the least possible. It is the object of conflict between housekeeping and the room service departments. In
fact, there is nothing worst than a floor where there is dirty trays lying on the floor. One should consider that the job
of the room service is finished only when all trays have been cleared away. The room service employee must have
general knowledge about the hotel premises. The room service employee is often the only one to be in direct contact
with the guest during his stay. The guest often asks questions concerning the technical equipment of the rooms, the
hotel premises, or any other information, and the waiter must be able to answer to any need.
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Chapter Twelve: THE IMPORTANCE OF SERVICE
Guest service is the most important part of the food service industry. Many businesses use computers as part of their
guest services (for ex. ATM banking service) but in the food service industry the human element is essential and
cannot be replaced by machines except for food and drink vending machines. In the food service industry guests
want to be treated in the proper manner. They want to be served by people who are interested in them and give good
service. The higher the standards of the outlet the more the guests will expect or demand from the style of service
and the service staff.
What is Service?
In the food service industry service is defined by two words:
1. Competency and
2. Friendliness
Competency can be defined as serving food and drinks in the correct manner to the guest. AS competent service
person has the ability, knowledge and skills to serve guests efficiently and pays attention to details. Examples:
-the service person knows who gets each order without asking the guests.
-the service person removes one course before serving the next.

Competent service happens in a restaurant when guests never have to ask for anything. Many times guests do not
realize they have received competent service until they left the outlet. The service person does everything correctly
without the guests realize it. When guests reach for the coffee cup, the handle is right there where the fingers and
thumbs naturally go. The water and wine glasses are always filled. It is never necessary to ask for condiments, butter
or more bread. During breakfast, the second cup of tea or coffee is poured before the guests requests it. The correctly
added bill is promptly presented to the guests when requested.
Service standards
Each food service operation should have written policies (guidelines) and procedure that say how things are to be
done so that they meet the standards set by the management. A standard is a statement of a specific, observable
expectation about a performance. Standards are either expressed in measurable terms ( for example, all guest bills
are priced and totaled correctly) or in “yes-no” terms (the lobby is free from litter). A procedure states how to
perform a specific task. For example: Serve fruit pie, 1/8 cut, on a dessert plate. Place in front of the guest with the
point of the pie facing the guest. Place a dessert fork on the left and a dessert spoon on the right side of the plate.
A standard related to this procedure might be worded: Fruit pies are served according to the stated procedure.
Procedures, like recipes, should be written with action verbs:
Serve the plate, use tongs to serve the roll, suggest to the guest, place the fork.
In any outlet, the standards of service should include the following:
• The steps of service
Procedures for taking orders, delivering food and drinks, clearing tables, preparing and presenting the bill and
collection of payment
• The proper table setting
For each serving period and outlet
• Selling procedures
Use of suggestive selling
• The details of service
How each item is to be served (including the accompanying table ware, sauces and/or condiments)
• Staff behavior and appearance
Interaction with guests and a dress code
Friendliness
In addition to being competent, service staff must also be friendly. Friendliness is as important as competency.
Service staff should be able to make the guests feel welcome in the restaurant. However, service staff must not be:
- overfriendly or too familiar with guests - be obtrusive (noticeable in an unpleasant way)
What is excellent service?
To provide excellent service to their guests, serving staff should combine competency with friendliness in order to
satisfy their guests and make them happy. Friendly & Competency = Excellent Service
How can we give excellent service?
- Personal attention - Showing interest (inquire how they feel)
- Addressing the guest’s names - Anticipate the guests needs
- Remembering their favorite dishes, drinks, tables, etc. - Remember their birthday
- By doing something special for special occasions (play special music, offer flowers or fruit, for birthdays,
anniversaries, weddings, etc.)
- Observe all situations, solve problems before they happen - Thank the guests for patronizing the outlet
- Go beyond guests expectations - Keep an eye contact
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It is the little extra attention the management and service staff gives to their guests that make the difference.
Reasons to provide good service
Guests enjoy talking about their experiences at a restaurant. They like to talk to their friends about good service, and
they love to tell their friends about poor service. Ninety-six percent of unhappy guests never complained about
impolite or unfriendly service. Ninety percent or more of those dissatisfied with the service will not come back.
Each of those dissatisfied guests will tell their stories to at least nine other people. Thirteen percent of those former
guests will tell more than 20 other people. This is called word of mouth. Word of mouth has more effect on
business at a food service outlet than any other factor. This is because people like to ask other people where to find a
good place for eating. They trust recommendations from a friend rather than trusting advertising. Recommendations
are the best type of promotion for a business and negative reports are the worst. As dissatisfied guests tell their
friends about their negative experience it will affect the restaurant’s business considerably. Guests that patronize
restaurants love to tell their friends about service they received from the outlet. Therefore, it is necessary that
restaurant managers provide excellent service and make word of mouth work positively for them in order to make
their business successful.

Who is responsible for great service? The success of the restaurant depends on the manager and the team!!!
Although the guest will blame or praise service staff for good or poor service, it is the manager who is
responsible for the service and they should take the blame or praise.
100 guests served poorly
96 never complain about poor service
10 may return 90 never return
Each tell 9 friends about poor service 9×90=810
13 people tell the story to 20 of their friends 13×20=260
90 dissatisfied guests create 1070 negative word-of-mouth publicity
That is why the Manager will take extra care and train the team and continue to train the team to build competency.
Strict application of rules is a must for the Manager as otherwise success might not be obtainable.
The key to excellent service:
• Training of staff and follow up: Regular training and follow-up will result in competent and excellent service. All
staff should be given a manual with the policies and procedures for the service.
• Good supervision during service hours: Mangers should constantly observe and correct their staff.
GUEST WANTS AND NEEDS
The main goal of food and beverage operations is to achieve guest satisfaction, in other words to meet guest wants
and needs. In order to satisfy guests needs restaurant managers should know and understand the various needs of
their guests.
Physiological: the need to satisfy one’s appetite and thirst.
Economic: the need for good value; fast service.
Social: the need for enjoyable company ; going out with friends or business colleagues; attending functions to meet
others.
Psychological: the need for fulfilling life style status; the need for variety; the need created by advertising and
promotion
Convenience: this is the desire for someone else to do the work (cooking, service and cleaning) because of being
unable to get home (shoppers, workers, students) or having to attend an event (cinema, sports event); the physical
impossibility of catering at home (weddings and other special functions).
Business: the guests may have the need to discuss business or celebrate an important business deal. Therefore they
wish to have a congenial meal at a fine restaurant receiving good unobtrusive service.
Guests may want to satisfy some or all of these needs. It is important to recognize that the specific reasons behind a
guest’s choice determine a guest’s satisfaction (or dissatisfaction) rather than the food and beverage service by itself.
A good example is the social need to go out with friends: if our person fails to turn up or behaves in disagreeable
way, the guest may be dissatisfied with the meal. The guest who is not able to satisfy their needs will be a
dissatisfied guest. The guest may, for example, be dissatisfied with unfriendly staff, unpleasant conditions, or the
lack of choice available. These aspects are the responsibility of the food and beverage operation. However,
sometime the reasons for the guest being dissatisfied might beyond the operation’s control, for example, location,
the weather, other guests or transport problems. Guests may choose a food service operation based upon the certain
needs they may wish to satisfy. Whilst it is true that certain types of food service operations might attract certain
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types of customers, this is by no means true all the time. The same customers may go to a variety of different
operations depending on the needs they have at the time, for example, a romantic night out, a quick office lunch, or a
wedding function. These needs will all involve different outlets.
The dining experience
Guests visit a food service operation to obtain food and beverage in order to satisfy their hunger and thirst.
However, depending upon the situation, the guest is also seeking service, cleanliness, atmosphere, and prestige-all
elements of a total dining experience. The professional restaurant manager knows that no single component-food,
service or atmosphere-can be emphasized alone. Rather the combined effect of all these components will the end
influence guest satisfaction.
Dining experience factors
Food & Drink: range of food and drink offered; type and variety; availability or special items, quality
Level of service: service style; speed of service; reliability; booking facility, acceptance of non-cash payment
Staff: attitude; friendliness, helpfulness, courtesy, competency, personal hygiene and grooming
Level of hygiene: cleanliness of the premises, dining area and res rooms, equipment

Value for price: perceptions in the guest’s mind of the value of the product (not just the food and drink) related to
the price the guest is prepared to pay at that time.
Atmosphere: this concept includes various aspects such as decor, furnishing, lighting, temperature, acoustics,
entertainment and other guests.
Guest expectations
The food service operations manager is responsible for the guest’s satisfaction. The way in which guests are
satisfied with the establishment will affect how much they order and, in the end, if they return and recommend the
outlet to others (“word of mouth”). In order to satisfy guest’s expectations is to think from the guest’s point of view.
Ask yourself, if I was the guest, what would I expect? All guests will expect
From the outlet: - cleanliness and hygiene
- Proper lighting - Decoration
From the staff: - friendliness
- good service, personal attention - personal hygiene - neat appearance, well-groomed
From good service: - acknowledging guests
- greeting and welcoming - good table location
- escorting to table - assisting guests to seat
- clean table and proper equipment - prompt service of ice water
- presentation of an attractive menu - explanation and suggestions about menu items
- timing of ordering
- nice presentation and correct serving temperature of food and beverages
- attentive service during the meal but not obtrusive - prompt bill and payment processing
- farewell and invited to return
Special guests need and wants
Type of guest and expectation:
*The hurried guest Expectation: Fast service
Action: order should be taken immediately; suggestion of items which can be prepared quickly; inform kitchen;
don’t waste time talking
*The Weight Watcher Expectation: dishes that are low in calories
Action: suggestion of items which contain little fat or sugar; but only if guests asks.
*The guest with dietary needs Expectation: correct preparations
Action: advice ingredients and cooking methods; if requested give kitchen special instructions
Examples: Diabetes-no sugar
High blood pressure - no fat, no salt or low salt
Allergy - no dairy products or shellfish
Vegetarian - no meat dishes
Muslims - no pork
Hindus - no beef
*The senior guest Expectation: service not too fast; extra table assistance, food that is easy to digest
Action: slower service, conversation
*Children Expectation: fast service, entertainment
Action: seat at higher chair or use cushion, remove sharp utensils and long stemmed glassware, provide extra
napkins, offer simple, familiar finds which are price competitive; keep entertained while food is being prepared;
Page10
serve before parents, if delay in preparing, serve breadsticks or crackers; bend down to children’s level when talking
to them and ask their names
*The foreign guest Expectation: local dishes
Action: translation, explanation and suggestions of local dishes

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Hawassa University School of Hotel and Tourism

Chapter One: The Catering Industry

Military Segment Commercial Segment Non-commercial Segment

Course Material Food and Beverage Service I

1.4.2 Off-Premise Catering

1.5.3 Outdoor Catering

Course Material Food and Beverage Service I

Chapter Two: Restaurant Classification

Course Material Food and Beverage Service I

Course Material Food and Beverage Service I

2.4.5 Other Restaurants

Course Material Food and Beverage Service I

Food and Beverage Director

Food and Beverage Manager

Assistant Food and Beverage Manager

Pastry Chef Server Bar Tender Server Server Captain

Cook Stewarding Trainees

Course Material Food and Beverage Service I

Commis Debarsseur Assistant Steward/ Bus Boy Assistant Waiter

Figure 2.2 Restaurant Brigade Positions in Different Countries

3.2 DUTIES AND RESPONSIBILITIES OF RESTAURANT STAFF

Course Material Food and Beverage Service I

v) Trainee / Commis De Barraseur

Course Material Food and Beverage Service I

3.3 Professional Qualities of Food Service Staff

Course Material Food and Beverage Service I

 If diners are content to pour the wine themselves, let them.

Course Material Food and Beverage Service I

3.5 Undesirable Characteristic of A Waiter

Course Material Food and Beverage Service I

Course Material Food and Beverage Service I

Course Material Food and Beverage Service I

Course Material Food and Beverage Service I

Types of Tables Size of Tables Size of Table Cloths

Course Material Food and Beverage Service I

4.10.1 Measures to Avoid Breakages

4.10.2 Do's and Don’ts of Equipment Handling

4.10.3 Sanitation Standards in Handling Service Equipment

Course Material Food and Beverage Service I

5.1 Preparation before Service

5.2 Preparation during Service

5.3 Preparation after Service

Course Material Food and Beverage Service I

Course Material Food and Beverage Service I

give a well balanced look.

Chapter Six: Menu

Course Material Food and Beverage Service I

The figure above is ala carte table set-up

1 = Napkin 6 = Main Course Fork 11 = Salt and Pepper

6.1.2 Table D'hôte

Course Material Food and Beverage Service I

Course Material Food and Beverage Service I

6. Entrée First meat dish Fillet of sole Joinville

Course Material Food and Beverage Service I

Course Material Food and Beverage Service I

4. Russian service or Silver service

Course Material Food and Beverage Service I

7.3 Order of Serving Meals

Course Material Food and Beverage Service I