F&B reference book

FOOD AND BEVERAGE REFERENCE

BOOK

Short term certificate course

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SECTORS OF THE FOOD AND BEVERAGE INDUSTRY

In the food service industry sectors, there are many types of food and
beverage operations performed. They may vary in size, style, location, and the
market they are catering to.

From a wayside tea stall to an exclusive fine dining restaurant of a deluxe

hotel, and from midday meal services for school children to meals for industrial
workers, all come under the fold of the F&B sector.

Commercial Sectors: These operate mainly to earn profit and earn adequate
return on investment through the provision of food and beverage services, eg;
F&B outlets within hotels/resorts/motels/clubs, stand-alone restaurants,
popular restaurants,pubs, bars, coffee shops, fat food outlets etc.

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a) Restricted Markets:
TRANSPORT CATERING:-Transport catering refers to catering done in
the various modes of transport systems like railways, sea and air etc.
Railway catering: Railway catering in India started in the 19th
century and has grown throughout the length and breadth of the
subcontinent. People travelling long distances in trains require
refreshments and hence canteen and stalls were provided on the large
stations. The train would halt for required amount of time to allow
passengers to avail of these facilities. The railway hawkers would
cater to the economically poorer sections. Later the railway set up
railway hotels attached to the railway stations to take care of the need of
the people.
Marine catering: Marine catering includes catering for passengers as
well as the crew on board. The modern day luxury cruise liners have
very high standard and equipped with facilities like, restaurants, ball
room, discotheque, casino, swimming pool, golf course, laundry etc. all
on board. On luxury liners service reaches the highest standard. Apart
from the different meals served in the most professional way social
activities like parties, dance etc. are also organized. Events like
birthday parties, anniversaries etc. Are also celebrated to provide
entertainment and create goodwill. The menus served are exclusive
and quite elaborate to provide ample amount of choice.
Airline catering: Since no cooking facility is available in the aircraft all
prepared food has to be carried before the flight takes off. Because of
limitations of space and storage facility the pantries are specifically
designed and equipped for holding and reheating the food. Today airline
catering has become much more sophisticated and airlines are
taking more care to plan more appetizing and varied menu. Civil
aviation progressed very rapidly after the second world war when
large war supply air craft were available for disposal. From 1946
onwards commercial airlines started food service. Initially in-flight
services were limited and only light meals and dry snacks were
being served. This system continued till airlines started to make
international journeys. This made it necessary to serve more substantial

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meals which resulted in the development of flight Kitchens which met the
demand.

B) Non restricted Market:

Hotels, Restaurants, Specialty Restaurant, Multi cuisine restaurants,
Fine dining restaurants, Bars, Pubs, Lounges, café, coffee shops,
Discotheque,

Non-Commercial / Welfare Sectors : These operate mainly to provide

services at no profit and loss basis. Mostly run by private bodies or
government and operates within their outlined budget for the provision of F&B
services, eg; school catering, university catering, hospital catering, military
catering, prison catering, etc.

The provision of food and beverages to people to fulfil a social obligation,

determined by a recognised 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. Welfare
Catering is mainly about providing food at minimal costs. It does not serve the
purpose of generating revenue. This kind of establishment does not promote a
lucrative food menu. They mostly follow a Cyclic Menu that is good enough to
fulfill the nutritional requirements of the customer.

a) Industrial Catering

The provision of food and beverages to ‘people at work,’ in industries and

factories at highly subsidised 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.

b) Institutional Catering

The provision of food and beverages to ‘students in schools or colleges’ at

highly subsidised rates is called institutional catering. It is the responsibility of

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the institutes to provide the students with a complete balanced diet. This kind
of catering establishment may be under taken by the management itself or
may be contracted out to professional caterers. The food menu in this type of
establishment is Cyclic and is mostly based on the seasonal availability of
ingredients. The concept is not to earn revenue but to serve their own social
responsibility.

ON PREMISES AND OFF PREMISES CATERING :

What Is On Premise Catering?

Often a more popular option due to price point and coordinating the event, on
premise catering involves catering done within the kitchen and food
preparation areas of a venue. Typically, this means the food for your event is
prepared and served on site.

What Is Off Premise Catering?

In contrast to on premise catering, off premise catering is typically what people

think of when they host an event and bring food in from somewhere else. If
you work with a caterer who will be bringing prepared food to your venue, the
caterer cooks and prepares food in their own kitchen, then plate, cover, and
transport the food to your location.

There are a number of factors to keep in mind if you work with an off premise
catering company. In general, the price point can vary widely, as can the
quality of the food. As you research your catering company, it is important to
ask many questions and even receive word of mouth referrals from other
people to determine if their food options are right for you and for the event

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FOOD AND BEVERAGE OUTLETS

Food and beverage outlets are the areas in a hotel where food and beverage
are sold to both in-house and outside guests. The following types of food and
beverage can be seen which may or may not attach to a hotel.

Specialty restaurant

These restaurants deal in a particular type of cuisine like Chinese, Italian or

French etc. Each and every aspect of the restaurant is typical and related to
the area of region of community whose food is being served. The food,
service, uniform, décor etc. are ethnic and authentic of the area whose cuisine
the restaurant specializes upon. When one enters into such kind of restaurant
one can feel the culture and tradition of that area. These restaurants may be

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attached to a hotel or may independently exist. They have specific hours of

function and normally more expensive than ordinary restaurants.

Multi cuisine restaurant

These restaurants deal with more than one cuisine like Indian, Chinese and
Continental etc. They are not as exclusive as the specialty restaurants. There
is no emphasis on adherence to the culture and tradition of a particular area of
region or community. They may be attached to a hotel or may independently
exist. They generally have specific time of operation when attached to a hotel.
They may be operating on a straight shift from morning till night when
independently existing. They are not as highly priced as a speciality
restaurant.

Bar

These food and beverage outlets deal with the alcoholic beverages only. They
may be attached to a hotel or independently existing. They have certain
specific hours of operation and the law strictly governs the operation. Their
hours of operation, inventory, location and client to whom they should serve
etc are governed and regulated by the law-enforcing agency.

Room Service

This food and beverage outlet is attached to a hotel and caters to the F and B
requirements of the guests who are staying in the hotel only. These F and B
outlets cannot independently exist. The service in room service is always in
trays and trolleys. In a five star hotel the room service operates round the
clock. The prices in the room service are generally more than the coffee shop.

Coffee Shop

This is generally attached to a hotel. In a five star hotel the coffee shop
operates round the clock. It cannot independently exist. The service is very
informal and emphasis is on pace of service. Service is generally snacks and
very light meals.

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The meals part is not as elaborate as the restaurant. Prices are not as
exorbitant as the restaurants. Although the coffee shop is operational round
the clock there are meal timings when the certain items are available which
are not available at other times. There are some dishes, which are available all
24 hours.

Pub

A pub generally independently exists, which serves only beer. The

atmosphere in a pub is generally very informal most pubs have a very informal
seating arrangement and generally designed to suit the likings and
requirements of the youth. They also have specific hours of operation and the
law like a bar governs operations. Books of inventory and accounts are
maintained as per the government regulation and are supposed to produce
them before the concerned authority as and when required.

Discotheque

This may be attached to a hotel or may independently exist. The ones, which
independently exist, are open to anybody who can pay but most allow only
couples. The ones, which are attached to the hotels, are not only opened to
the members but guests accompanied by members are also allowed. They
also have specific hours of operations and are normally attached with a bar.

Pastry shop

They may be attached to a hotel or may independently exist. They deal with
only pastry or pastry related products. Those, which are attached to hotels,
deal with pastry prepared in the same hotel. The ones, which are not attached
to hotels, have their own bakery either in the same premises of outside the
premises. Service is done across the counter. Very limited seating
arrangements may be provided if space permits.

Cafeteria

These generally independently exist and are found in railway stations and
airports etc. The service is generally self-service. Food is displayed in the
counter and the guests helps himself in picking up the food as per his liking as
he moves along the counter and finally pays the bill at the end of the counter.
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Sometimes payment of the bill may be through coupon also. Very informal
atmosphere exists in these outlets and prices are not very high.

Poolside barbeque

These are generally attached to the hotels and operate near the poolside.
They generally operate for lunch and dinner only. There are adequate lighting
arrangements to take care of the dinnertime. The menu is not very elaborate
and comprises a lot of grilled and barbequed items. Some light meals are also
available. These outlets are generally attached with their own kitchens, which
are more often than not makeshift. A bar may be attached to the outlet or
alcoholic beverages may be served from the service bar. Once again the
décor is very informal like a coffee shop. Service is very much similar to the
coffee shop as well.

Grill Room

These kinds of hotels are generally attached to the star hotels although they
can be found independently existing also. They specialize in grills and
barbequed items only. The kitchen is separated from the service area by a
glass partition so that guest can see the chef preparing the food. This give rise
to impulse buying. The guests are normally assured of better hygienic
condition as they can see the actual food preparation.

Permit Room

They are generally found in restaurants and in hotels existing in the dry states
like Gujarat. In a restaurant there is a specific area where one can serve
alcoholic beverages. The restaurant cannot pour alcoholic beverages an area
outside this.

Same set of rules and regulations are applicable to the permit room as
applicable to the bar. Prior license have to be secured from the appropriate
authority before starting a permit room.

Night Club
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They are generally attached to hotels and are open to members only. The
operation starts late in the evening and goes on till late in the night. Stripes,
cabarets and floorshows etc. are performed as a part of the entertainment.
These are not seen in recognized star and commercial hotels. An elaborate
menu is offered and the service is quite formal and extensive. It opens only for
members. Alcohol is served to the members.

Fast Food Outlets

They are generally not attached to a hotel and are found independently
existing. They serve fast foods, which are easy to prepare to easy to carry and
eat. These outlets provide very limited seating arrangements and people are
not encouraged to sit and pass time in these places. Service is done in
disposable plates and packets. Patrons are supposed to get their food from
across the counter. There may be one person to look after the clearance and
cleanliness of the place. Very limited service is provided.

Coffee Bar:

This is a very recent development and becoming very popular. These outlets
deal with only coffee. They specialize in different types of coffee. Both
alcoholic and non-alcoholic coffees are served here. The alcoholic coffees are
commonly called as speciality coffee.

Cyber Café

These are also very recent developments and fast growing in popularity. Each
outlet provides computers with Internet facility and the guest can surf the
Internet for a specific period of time paying certain amount of money. The
outlet also provides light refreshments like tea, coffee and snacks to keep the
people engaged when there are two different sessions with the computer.

Pizza outlets

These are outlets that mostly stand-alone. These outlets have been a recent
development in India over the past decades. Their food mainly deals with
pizzas. They also offer food & beverage like pasta, garlic bread, soft drinks,
ice-tea etc. In India chains like Pizzeria, U .S pizza, Pizza hut, Smoking Joe’s
etc are very popular. This trend has given rise to the franchising business,
hence making pizza a youth food trend along with family and office treat
zones. Basically covering all age groups of people. These outlets also deal
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with home delivery and take away. They usually have a moderate or minimum
seating arrangement in an informal manner or tables are attached to walls with
high chairs. Here one can enjoy hot & fresh food. One also has the optional at
most places to plan their own pizza as per the available ingredients in the
menu.

Home delivery / take away

This has been a recent trend over the past few years. As the name suggests,
these outlets deal with delivery of food till your doorstep. These are stand-
alone restaurants (kitchen only) that emphasize only on quick preparation of
food & its delivery. There is no seating arrangement available here. The staff
may contain chefs, order taker, cashier and delivery boys. The order taker
takes orders over the phone or of walk in guest, notifies the kitchen and hands
over the food packets to guest or delivery boys. He also might take the
cashiering responsibilities at the counter, which might be overlooked by the
manger. Normally such outlets do not charge for home delivery. Food is
provided in plastic containers, aluminum foils, plastic bags etc. These outlets
must not be confused with restaurants, which provides services of home
delivery.

Drive-Inns

These are developing outlets, which have not yet made a strong base in India.
In places like U.S, U.K etc they have already make their mark and are best
accepted. Mc Donald has stared this type of service in few of its outlets. This
kind of restaurant may be attached to a hotel or stand-alone. They are
normally situated at highways or near petrol pumps etc. This kind of outlet has
no seating arrangement only a path around the outlet for vehicles to enter and
exit. It has one or two counters where the attendant takes your order and
payment, at the other counter if any pick up / delivery of the food is order is
done. These outlets are time saving and economical.

Chai- bars

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Just like coffee bar these outlets also deals with only one kind of beverage i.e.
tea. In India, tea in the Hindi language is known as “chai”. These outlets may
mostly have an informal atmosphere and seating arrangement. The menu
here includes variety of tea based on different regions, method of preparation
etc. These outlets may also provide light snacks on the menu to go along with
the beverage. These outlets may be stand-alone or may be attached to a
restaurant. If attached to a restaurant the same premises is used for service
with a different menu card or tent card only for tea.

QSR: quick service restaurant

Theses are fast food outlets, which give importance not only to the pace but
also to the quality of service delivered. These are basically stand-alone
restaurants that might have a brand name attached to them; hence quality
plays an important role here. The seating arrangement and ambience is
usually informal. The service staff may or may not collect order from the table
as some of these restaurants have counter service available.

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FOOD AND BEVERAGE ORGANISATION

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Duties & responsibilities of Food & Beverage staff

Responsibilities for Food And Beverage Manager

● Design attractive menus

● Develop a relationship with regular customers
● Follow food and safety regulations
● Order food supplies for the kitchen
● Ensure that customers are satisfied with food and service
● Assist with marketing events
● Create restaurant policies
● Hire and train new restaurant staff

Qualifications for Food And Beverage Manager

● Culinary degree is preferred but not necessary

● Great organizational skills
● Ability to forecast how much food is needed
● Ability to delegate tasks
● Great leadership abilities
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● Deep knowledge of the food industry

● Customer oriented mindset
● Ability to communicate with all levels of staff
● Ability to create reports to give to ownership.

Directeur du Restaurant ( Restaurant Manager)

● The entire operations of the restaurant are under control of the

restaurant manager. She/he must have a thorough knowledge of the
latest trends in catering operations, guest psychology, and maintain
good rapport with guests. She/he is responsible for the following:
Preparing budget for a financial year (from 1 April to 31 March)
Developing and implementing sales promotional activities Setting up
service standards for all dishes and drinks served in the restaurant Menu
planning for daily operations and special occasions Recruiting staff and
training them
● Establishing good relationships with guests Handling guest complaints
● Evaluating performance appraisal and identifying training needs.
● Analysing sales to know fast moving dishes, least preferred dishes, most
preferred cuisine in case of multi-cuisine restaurant, seat turnover,
average revenue per cover, which help him/her in the decision-making
process -
● Purchasing and maintaining restaurant equipment—furniture, linen,
cutlery, crockery, glassware, and other special service equipment
● Ensuring adequate supply of condiments, proprietary sauces,
disposables, and so on.
● Maintaining stock record of restaurant equipment " Ensuring good team
spirit among the wait staff Maintaining cleanliness and hygiene of service
area Coordinating with other departments of the hotel.

SENIOR CAPTAIN

Reports To: Restaurant Manager/ Food and beverage manager

Job Summary: To recommend and meet budgets and goals by leading a

service “I” with personalized guest attention.

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Duties and Responsibilities

● Recommend and monitor a budget and plan for the year.

● Lead, train and motivate a service team.
● Conduct daily briefings ensuring two-way communication, training and
policy information
● Check mise-en-scène and mise-en-place done by the team.
● Control expenses of the restaurant.
● Develop innovative ways to create sales of the restaurant by up-selling
menu items, food promotion merchandising, etc.
● Meet and greet guests and develop a personal guest database to ensure
continued patronage.
● Schedule staff rotations and duties and organize extra hands when
required.
● Ensure the safety and hygiene of the restaurant.
● Maintain discipline and conduct staff appraisals
● Coordinate with the chef for menu offers and operational coordination.
● Coordinate with other departments for the smooth supply of operational
supplies.
● Responsible for proper billing and cash recovery for services rendered.
● Resolve guest and staff complaints and grievances
● Represent the restaurant in Food and Beverage meetings.
● Conduct periodic competition analysis
● Coordinates with
● Kitchen: on food preparation matters.
● Kitchen Stewarding: for the supply of clean service-ware.
● Housekeeping: for cleanliness and supply of linen and flowers.
● Accounts: for budgets and depositing daily sales.
● Engineering: on matters of maintenance and safety.
● Security: on matters of security and safety.
● Marketing: on matters of sales and promotions.
● Stores: for the supply of alcoholic beverages, operational supplies.
Supervises:- Senior captain, captain, hostess, Servers, and apprentice

Steward (Waiter)

Reports to: Captain / Senior Captain

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Job Summary: To provide quick and personalized food and beverage

service to guests at allotted tables as per standards service laid down
and according to guest satisfaction.

Duties and Responsibilities

● Attend briefings prior to the restaurant opening, well-groomed and
equipped with the basic aids of operations such as bottle openers,
pens, pads, and matches.
● Learn the du jour items, not-available items, menu preparations,
and their presentation.
● Complete mise en scène and mise-en-place before the restaurant
opens.
● Check all the equipment and furniture at the station for their
serviceability and maintenance requirements.
● Clean and polish allotted silverware, cutlery, glassware, and
chinaware.
● Stock the sideboard with proprietary sauces, jams, salt and pepper
shakers, butter dishes, linen, and other service ware.
● Lay table covers as per standards set.
● Fold napkins as per prescribed attractive styles.
● Requisition fresh linen and flowers from housekeeping.
● Air the restaurant and ensure that the station is clean.
● Receive, greet, and seat guests.
● Present wine-lists and menu cards and take orders.
● Serve food and beverage by the standards of the restaurant.
● Upsell food and beverages.
● Present the bills and receive payment correctly.
Supervises:- Assistant Waiters, Busboys and Trainees

Bartenders
They are responsible for the following.
● Mixing and serving drinks to guests seated at the counter
● Pouring required measures against BOT for bar waiters to serve
guests at the table
● Washing glassware and bar tools
● Recording sales

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● Receiving cash from guests or getting bills signed by residential

guests taking note of their room number
● Establishing good relationship with customers
● Helping drunken guests
● Keeping his counter clean
● Taking opening and closing stock.

ROOM SERVICE MANAGER

● he is responsible for the following:
● prepare budgets of the department
● preparing room service menu cards in laison with the food and
beverage manager and executive chef
● preparing sales report
● handling of guest complaints
● procuring equipement for the room service department
● coordinating with other departments
● controlling labour cost
● monitoring performance of staff

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FOOD & BEVERAGE EQUIPMENT

OBJECTIVES

1. Should be able to classify F&B Equipments.

2. Should be able to identify F&B Equipments.

Equipments are expensive items with a high capital cost, so it is essential to obtain
equipments in the most cost-effective way. Hence the caterer must stock the level
that will ensure a smooth running and efficient operation with minimum capital
investment.
Factors to be considered for the purchase of equipment :
1. Cost and Value for money.

2. Durability and expected life.

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3. Easy storage or stocking.

4. Hygienic design and easy cleaning.

5. Compatibility with the style and image of the unit.

6. Established pattern range for easy replacement or procurement.

7. For a service staff, one of the most important skill and knowledge
requirement is the comprehension of different equipments, their use and
identification.

Classification of equipment found in a F&B Service

department:

Food and beverage service equipments

Silverware crockery glassware linen furniture miscellaneous

Tumbler Goblet

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Tableware Special equipments

Cutlery flatware hollowware

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Standard Sizes Of Cutlery, Flatware And Hollowware, Commonly Found In The F&B ‘S
Department.

Sr.no Name of Size (in Use

equipment Cutlery inches)
and flatware
1 Large knife 9.5 To eat the main course
2 Small knife 8 To eat the side courses
3 Fish knife 8 To eat fish dishes
4 Butter knife 5 To cut and apply butter cubes
5 Fruit knife 7 To cut fruits
6 Service spoon 10 To serve food and gravy
7 Dessert spoon 7 To eat sweets and desserts
8 Soup spoon 7 To eat soup
9 Ice-cream spoon 5.5 To eat ice cream
10 Tea spoon 5.5 To stir sugar in a tea cup
11 Coffee spoon 4.5 To stir sugar/milk in coffee
12 Mustard spoon 3 To pick mustard from a mustard pot
13 Service fork 10 To serve food
14 Large fork 9.5 To eat the main course with the large
knife
15 Fish fork 7.5 Used along with the fish knife
16 Dessert fork 7 Used along with the dessert spoon
11 Cheese knife 6 To cut and serve chesse

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Sl.N Hollowware Capacity Uses

o
1 Tea pot ½ pot To serve tea as
300ml 1 per different orders
pot 500ml
1 ½ pot 800ml
2 Coffee pot ½ pot 300ml To serve coffee
1 pot 500 ml
3 Creamer 40 ml for1/2 To serve milk
pot 125 ml for
1 pot
300 ml for 1 ½ pot
4 Water jugs 1.1 Liters small To serve water
2.4 liters large
5 Entree’ dish oval 1 portion To carry portioned food
from kitchen as per order
2 Portion
4 portion

Standard Sizes Of Commonly Used Crockery Found In Food And Beverage

Service Department.

Sl.no. Name of the equipment Siz Us

e e
Crocker
y
1 Large plate 10” To serve the main course
dishes
2 Fish plate 8” To serve the fish dishes
3 Soup plate 9” To serve thick soups
4 Half plate 8” To serve the side course dishes
5 Quarter plate 6 ½” As a side plate or underliner
6 Soup bowl 10 oz To serve soups
7 Breakfast cup 10 oz To serve hot beverages during
Breakfast

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8 Tea cup 6 2/3 oz To serve tea other than at

breakfast
9 Coffee cup 3 1/3 oz To serve coffee after
lunch/dinner

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Standard Capacity Of Glassware Used In The Food And Beverage Service

Industry

Sl.No Name of Capacity Use

glassware
1 Hi-ball glass 8-9 oz To serve water
2 Juice glass 5 oz Service of juices-canned
3 Slim jim 10 oz Service of long drinks
4 Collins 12 oz Service of long drinks/cold
coffee with I/C
5 Old fashioned 8 oz Whisky on the rocks
6 Rolly Polly 8 oz Bloody mary service
7 Beer tankard ½ pint,1pint, 2 pint Service of draft and lager
beer
8 Pool glass 10 oz Service of drinks at the
poolside
9 Water goblet 10 oz Service of water
10 White wine glass 5 1/2 oz Service of white wine
11 Red wine glass 7 oz Service of red wine
12 German white wine 5 oz Service of German white
wine
glass
13 Champagne tulip 6-8 oz Service of champagne and
champagne cocktails
14 Brandy balloon 8 oz Service of brandy and flamed
coffee
15 Champagne 5 oz Service of champagne,
saucer
Short cocktails

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Commonly Used F & B (S) Linen of Standard Sizes

Sr.no. Name of linen Size of linen Use

1 For a 3 ft square table, a 5 ft square For laying on a 3 ft
square table cloth square Table
2 For a rectangular 6 ½ ft x4 ½ ft For laying on
table 4 1/2 ft x2 the standard
1/2ft restaurant
rectangular table
3 For a round table of 3 ft 5 ft diameter For laying on a small
diameter restaurant round table
4 Slip cloths or napperon 3 ft x 3ft To lay on top of the
table cloth
5 Waiter’s cloth Damask or cotton size Used by waiters during
24” x 24” service
6 Cocktail napkins 6-8”square Small napkins used in
bars
7 Tea napkins 12”square Larger napkins used
on
the restaurant table
8 Buffet cloth Any length minimum Long table cloth used
being12 ft on the buffet counter
9 Buffet frills Cotton or satin of Used to cover the
height 30-36” and front of buffet
length 12 ft counters
or more

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Furniture should ideally be good looking, trendy, durable and easy to clean. Stackable
chairs are essential for banqueting whereas speciality restaurant need richly
upholstered chairs.
Tables come in different shapes. Other common furniture include the sideboard also
known as a dummy waiter or a waiter’s console where spare cutlery, crockery, linen,
extra saucers are stored. The hostess desk, buffet counter, gueridon trolley may also
be included in furniture found in food and beverage outlet. Wooden furniture remains
a favourite with F&B service management though wrought iron base, marble, granite
tops, stainless steel base etc are also found. PVC is used in cheaper outlets, as they
are less costly and easy to maintain.

Standard Sizes of F&B (S) Department Furniture

Restaurant chair:

Height from ground to base 18”

Height from ground to top of back rest 39”
Size of base or seat 18”x18”
Restaurant table:

Square 2 ½ x 2 ½ ft for 2 persons

Square 3 ft x 3 ft for 4 persons
Rectangle 4 ½ ft x 2 ½ ft for 4 persons
Round 3 ft diameter for 4 persons
Round 5 ft diameter for 8 persons.
Height of a table 2 ½ ft or 30”

Miscellaneous Equipments: All such equipments used in the food and beverage
service department which have not been covered under the above major equipment
category are included in this category. This includes
1. Chopping board
2. Straw
3. Swizzle sticks
4. Cocktail umbrella
5. Bottle opener
6. Breadbasket
7. Fruit stand

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8. Tea / coffee strainers

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9. Chaffing dish
10. Tooth picks
11. Paper napkins
12. Doilley

Key Words:
Silverware,Flatware ,Cutlery,Hollowware ,EPNSBone China Goblet
TumblerNapperon Dummy waiter,Swizzle Stick

Cutlery: All F & B service equipment used by guests on the table to cut food
e.g.
Joint knife, side knife, fish knife, butter knife, cheese knife etc.

CUTLERY

1. All purpose knife

2. Butter knife
3. Cheese knife
4. Fish knife
5. Large knife
6. Side knife

FLATWARE: SPOON

1. Ice Cream Spoon

2. Sundae Spoon

3. Jam Spoon

4. Bar Spoon

5. Salad Spoon

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FLATWARE: SPOONS
1. All purpose spoon
2. Service spoon
3. Soup spoon
4. Tea spoon
5. Coffee spoon
6. Mustard Spoon

FLATWARE: FORKS

1. Service Fork

2. All purpose Fork

3. Fish Fork

4. Pastry Fork

5. Salad Fork

HOLLOWWARE

1. Coffee Pot

2. Tea Pot

3. Water Jug

4. Sugar Pot

5. Creamer/Milk Pot

6. Sauce boat

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Hollowware
1. Butter dish
2. Condiment’s Tray
3. Preserve Pot
4. Toast Rack
5. Entrée Dish
6. Platter
7. Preserve Pot
8. Toast Rack
9. Entrée Dish
10. Platter

CROCKERY

1. Quarter Plate
2. Half Plate
3.Large
Plate
4.Coffee
Cup
5. Tea Cup

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1. Soup plate
2. Soup Bowl
3. Consomme cup
4. Cruet Set

GLASSWARE

1. Champagne Tulip
2. Beer Goblet
3. Club Goblet
4. Red Wine
5. Champagne Saucer
6. Brandy Balloon

1. Rolly Polly
2. High Ball
3. Slim Jim
4. Juice Glass / Pony
Tumbler
5. Old Fashioned
6. Tom Collins
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A SIDEBOARD OR DUMMY WAITER

Dish wash/care of equipment.

1. Understand how dirty plates are deposited in the dish wash area.
2. All dirties have to be scraped of dirty food and then deposited in the
separate trays set aside for cutlery, racks for glasses and plates on the
landing table.
3. Notice how the dish wash section cleans the plates, cutlery and glassware.
4. The equipment is allowed to drain on a landing area.
5. Pickup the equipment and take them to wiping area.

Plate Wiping.

1. Hold the plate completely covered in the wiping cloth.

2. Wipe it dry without allowing your palm to touch the plate.
3. Collect in stacks of 25.
4. Carry stacks and store them in the side board.
5. All crockery is stacked separately, however the soup bowls and cups
may be stacked in lesser numbers (space permitting).

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Wiping glassware.

1. The glass is held in one corner of the wiping cloth usually with the
left hand with a part of the cloth below the base.
2. Stuff the other end of the cloth into the glass whilst still holding it.

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Wiping cutlery and flatware

1. Segregate the cutlery and flatware in to similar type.

2. Hold each item in your left hand with the wiping cloth below

Disposables

1. There has been considerable growth in the use of disposables or throw away
as they are sometimes called and this is due to a number of factors.
2. The need to reduce costs
3. The difficulty of obtaining labor for washing up
4. To reduce a high cost of laundering
5. Improved standards of hygiene
6. Breakage cost minimization
7. Reduction in storage space required
8. Changes in cooking and storage technology for example, cook/ chill and cook/ freeze
9. The needs of transport caterers on trains, boats and planes
10. The development of fast food and takeaway operations
11. Increased customer acceptability

For
Outdoor catering
Automatic
vending Fast
food Takeaway
Cost considerations such as
Traditional forms of service
equipments Cost of laundry

Wash up costs

Types of disposables
Storage and cooking purposes
Service of food and beverages
for Example plates, knives
forks, cups
Décor- Napkins, tablecloths, slipcloths, banquet roll,
placed mats Hygiene- wipes
Clothing suchas aprons, chef hats, gloves
Packging- for marketing and presentation purposes.

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Disadvantages-

Acceptability – customer acceptability may be poor

Cost – Disposables can be more expensive than some conventional equipment

Storage- back up quantities are required

Supply – There is heavy reliance on supply and delivery time

Environment-unless they are made from renewable resources and are

completely biodegradable they have negative impact on the environment.

SPECIAL EQUIPMENT-
There is an almost unlimited range of flatware, cutlery and hollow ware in use in the
catering industry today.These items are those necessary to give efficient service of any
form of meal at any time of the day.There are number of specialist items of equipment
provided for use with specific dishes. Some of these more common items of specialist
equipment.

1. Asparagus holder- used to hold asparagus spears when eating

2. Sugar tongs- Required for cube sugar
3. Pastry slice- sweet trolley- serving portion of gateau.
4. Oyster fork- shellfish cocktail/ oyster
5. Pastry fork- afternoon tea
6. Corn-on –the- cob holders- one to pierce each end of the cob
7. Lobster pick – to extract the flesh it onto the fork
8. Fish knife- to break the fish and push it onto the fork
9. Sauce ladle- service from sauce boat
10. Fruit knife and fork – dessert- cover
11. Nutcrackers- dessert- fruit basket
12. Grape scissors- to cut and hold a portion of grapes
13. Grapefruit spoon – grapefruit halves
14. Ice cream spoon- for all ice cream dishes served in coupes
15. Sundae spoon- ice cream sweet in a tall glass
16. Snail tongs- used to hold the snail shell
17. Snail dish- dish is round with two ears, having six indentations to hold a
portion (6) of snails
18. Snail fork- used to extract the shell from its shell.

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19. Cheese knife- cheese board

20. Stilton scoop- service of stilton cheese
21. Butter knife- to serve a butter portion
22. Gourmet spoon- sauce spoon for cover
23. Preserve spoon- used with preserve/ jam dish.

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Care and maintenance:

Silver cleaning method- all the silver should be cleaned on a Rota basis. It is the
duty of the head plate to ensure that this is carried out and that all silver is cleaned
regularly. It required more attention. The head plate person will also put on one side
any articles of silver that are broken or that require buffing up so that they may be
sent to the manufacture for any faults to be corrected.

There are various method of silver cleaning

Silver dip- items to be cleaned are completely immersed in dip in a plastic bowl
for a very short time, rinsed in clean water and polished with a tea cloth. This is a
very quick method but is hard on metal if left in dip too long.

Burnishing Machine- Items to be cleaned are placed in a drum containing ball

bearings, soap powder and water. The drum rotates and tarnish is rubbed off. All
items are rinsed in hot water and dried with a tea cloth.

Polvit- items to be cleaned are placed in an enamel or galvanized iron bowl within
which is the polvit aluminum metal sheet containing holes, together with some soda.
Atleast one pieces of silver needs contact with polvit. Boiling water is poured onto
the silver being cleaned. A chemical reaction causes the tarnish to be lifted. After
three to four minutes remove silver and rinse in boiling water. Drain and then polish
with a clean , dry tea cloth.

Plate powder- pink powder is mixed with a little methylated spirit to a smooth
paste. The smooth paste I rubbed well onto the tarnished silver with a clean piece of
cloth. The article is left until the paste has dried which is then rubbed off with a clean
cloth. The article must be rinsed well in very hot water and given a final polish with a
clean dry tea cloth. For a design or engraving use a small tooth brush to brush the
paste into the design and a clean toothbrush to remove it. This method is both time
consuming and messy , but produces very good results. Stainless steel- stainless
steel is finished by different degrees of polishing
High polish
finish Dull polish
finish
Light grey matt, non reflective finish

Stainless steel resist scratching far more than other metals and may therefore be
said to be more hygienic. Although it does not tarnish it can stain. Special
cleaning products for stainless steel can be used to keep stainless steel looking
clean and polished, for example there is a commercial powder that is applied with
a wet sponge or cloth and rubbed on the surface before rinsed off. Table knives
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require attention to keep the sharpness of the blade and recommendation of the
cutlery and allied trades research association. ( CATRA).

Drinking glasses are normally stored in a glass pantry and should be placed in
single rows on thin plastic grid matting, upside down to prevent dust settling in them.
Plastic racks are also convenient method of transporting glassware from one point to
another, reducing breakage. dishwasher used but not all glassware it is clean with
warm water with wiping cloth by hand.

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Glassware
⚫ Food and Beverage service outlets use variety of glasses for different types of
drinks.
⚫ At most of the situation Glasses are named by the drinks served in them.
⚫ There are two types of glassware
🞄 Plain glass
🞄 Cut glass

⚫ Glasses have any or all of the following parts

⚫ Bowl
⚫ Base or foot
⚫ Stem
⚫ The raw material used for glassware is Silica & soda ash & then the lead is
added into it to make the glass crystal clear.
⚫ Glassware is classified into the following according to their parts

⚫ Tumbler: It is a bowl without stem or foot. Its sides may be

straight or widened. Examples Rock glass, Collins, highball,

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juice glass.

⚫ Footed ware: In this, the bowl is attached to the base/foot without stem.
Examples Brandy balloon, Beer goblet

⚫ Stemware: This type has all three parts. The stem connects the bowl
with the base. Examples Red wine glass, white wine glass,
Champagne saucer etc
⚫ The capacity of the glasses is either expressed in ‘out’, oz, or ml
⚫ The glassware chosen should
⚫ be free from air bubbles
⚫ have smooth, transparent, and even finish
⚫ be relatively heavy and durable
⚫ be resistant to impact and thermal shock
⚫ be easy to
replace not be cracked or
⚫ chipped

⚫ Handling of
Glassware
⚫ Glassware is highly fragile and most delicate and expensive: hence at most
care has to be taken while handling glass equipment’s.
⚫ 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.
⚫ Tumblers should not be stacked inside one another as this may result
in heavy breakages and accidents.
⚫ The appearance of the drink mainly depends on the glass and therefore,
the glass should be sparkling clean and attractive in shape and style.
⚫ 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.

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⚫ Glasses whether clean or dirty have to be handled by the base or stem, since
the finger prints left on the glass necessitates polishing.

⚫ Highball (Spirits & ixers)

⚫ Champagne Saucer
⚫ Champagne Tulip/Flute
⚫ Cocktail Glass
⚫ Sherry/Port Glass
⚫ Worthington ( Beer/Soft Drinks)
⚫ Lager Glass
⚫ Brandy Balloon
⚫ Liqueur Glass

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Slim Jin/Tumbler (Spirits & Mixers)

⚫ Beer
⚫ Wine Goblets
⚫ Sherry copita
⚫ Brandy snifter
⚫ Sour glass (spirits and mixers)
⚫ Sherry Elgin
⚫ Brandy cordial
⚫ Roly poly ( whisky on the rocks)
⚫ Mosel glass
⚫ Brandy inhaler
⚫ Tom Collin ( juices, spirits)
⚫ Cognac glass
⚫ Beer tankard
⚫ Mixers
⚫ Hock glass
⚫ Pilsner glass
⚫ Pony tumbler ( juices )
⚫ Aperitif glass
⚫ Dimple glass ( beer )
⚫ Claret glass
⚫ Paris goblet ( wines, water, beers )
⚫ Hurricane glass (cocktails)
⚫ Water goblet
⚫ Dock glass (sherry/port )
⚫ Margarita glass ( cocktails.)
⚫ Brandy goblet
⚫ Rock/old fashioned (whisky )

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Linen
Linen’ in food service area refers to tablecloths, napkins, tray cloths, slip cloths, buffet
cloths, waiter’s cloths, and tea cloths. The fabric chosen should be long lasting, with
non-fading colors and must withstand frequent laundering and stain removal process.

Table cloth
◦ All tables with wooden top are covered with tablecloths
◦ The color of the cloth must blend with color scheme of the interior
◦ Hotels with many restaurants may use different colored tablecloths
for each outlet for better control of linen movement.

The size of the table cloth depends on the size of the table to be covered
◦ The minimum fall of the table cloth from the edge of the table is 9”
◦ To cover the table of 2’6’ square table, the minimum size of the cloth is
48” x 48” which is calculated as
◦ Width of the table : 30”
◦ Add: fall of tablecloth on two sides : 18”
◦ Total : 48”
Napkins
◦ Napkins are used for guests’ use,
folded and kept either in the
glass, on side plate , or in the
centre of the cover.
◦ The folded napkins are kept in the
glass for the dinner, and on side
plates or at the centre of the cover
for lunch. However this is not
followed rigidly.
◦ All covers must have one type
of fold and all covers must
have napkins placed in one
position
⚫ 46-50 cm (18 to 20 in) square if linen.
⚫ 36-42 cm (14 to 17 in) square if
paper. Points observed while folding the
napkins
◦ Always use square, clean, and starched napkins
◦ Do not use torn or frayed napkins
◦ Make simple folds that do not require too much of handling
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◦ Crease well at every stage of fold

◦ Avoid complicated folds as they look unimpressive when unfolded
Slip Cloth :
▪ It is used to cover the soiled table cloth during the operations
▪ 1 m x 1 m (3 ft x 3 ft )
▪ Waiter’s Cloth :
▪ It is used by waiters during the service for wiping the edges of the
dishes and for carrying the hot dishes.
▪ This should be folded and carried just above the wrist and
never over the shoulder, around the neck, or tucked inside the
pocket.
▪ The cloth should be clean and changed immediately
if stained.

▪ Buffet Cloth:
● Buffet cloths of various sizes are used for covering the buffet tables.
● 2 m to 4 m (6 ft to 12 ft) this is minimum size; longer cloths will be used for
longer tables
● The following must be remembered while covering the buffet tables
● Centre crease of the cloth should run in the middle of the table
● When more cloths are used, the overlapping of the cloth should not be
facing the entrance
● The fall of the cloth should be even all over, especially on the front side

Satin Cloth:
◦ It is draped around the front side of the buffet table to cover the legs and to
make the buffet counter attractive.
◦ It is available in attractive colors.

● Tea Cloth:
● ◦ It is used for wiping cutlery and crockery.
● ◦ The cloth should be lint free and changed frequently.

● Uses and control of linen:

● ◦ Use of the linen
● ◦ Storage of the linen
● ◦ Issuing of linen
● ◦ Flow of the linen

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Attributes of a waiter
Appearance and behaviour contribute to the first impression others have of
you and are seen as a reflection of the hygiene standards of the establishment
and the quality of service to come.

Professional and hygienic appearance

All staff should be aware of the factors listed below and it is their individual
responsibility to

ensure that they are put into practice:

● Staff should be clean and should use deodorants (but not strong
smelling ones).
● Aftershave and perfumes should not be too strong (as this may have a
detrimental effect on the customer’s palate).
● Sufficient sleep, an adequate and healthy intake of food and regular
exercise is essential for good health and the ability to cope with the
pressures and stress of work.
● Particular attention should be paid to the hands. They must always be
clean, free of nicotine stains and with clean, well-trimmed nails.
● Teeth should be brushed before coming on duty and the breath should
be fresh smelling.

Knowledge of food and beverages and technical ability

Staff must have sufficient knowledge of all the items on the menu and wine
and drink lists in order to advise and offer suggestions to customers.

Punctuality

Punctuality is all-important. If staff are continually late on duty it shows a lack

of interest in their work and a lack of respect for the management and
customers.

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Local knowledge

In the interest of customers the staff should have some knowledge of the area
in which they work so they may be able to advise customers on the various
forms of entertainment offered, the best means of transport to places of
interest and so on.

Personality

Staff must be tactful, courteous, good humoured 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 pays dividends.

Attitude to customers

The correct approach to the customer is of the utmost importance. Staff must
provide service but should not be servile and should be able to anticipate the
customer’s needs and wishes.

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Basic Etiquette for Restaurant Staff

The hotel and restaurant business is an admixture of showmanship, diplomacy

and sociability. All front line personnel are required to have ability to
Communicate effectively coupled with certain manners and the etiquette
associated with genteelness. The etiquette that a waiter exhibits in a
restaurant should comprise

Comprise the following:

1. Attend to guests as soon as they enter the restaurant.
2. Assist guests to remove warm, heavy coast in winter and help put them when they
leave.
3. Wish guests the time of the day and welcome them to the restaurant.
Preferably address them by their name, which requires remembering them
4. Be polite to guests.
5. Help to seat ladies.
6. Provide extra cushions or special chairs for children.
7. When speaking to guests, do not interrupt him if he is speaking to another guest.
8. Do not overhear conversation.
9. Avoid mannerisms such as touching hair or nose picking, etc
10. Stand erect at all times. A gentle bow at the time of service is permissible.
11. Remember a guest's special dish and remind hem that you know it ascertain
whether he would like to order it again.
12. Be attentive to guest calls
13. Talk softly
14. Strike a match to enable a guest to light his cigarette.
15. Avoid arguing with service staff and guest in the restaurant.
16. Carry pencils in the pockets and not behind ears or clipped in front of the Jacket
17. Desist from chewing gum or beetle nut.
18. Preset the bill/ check to the host discreetly in order to avoid embarrassing him.
19. Avoid soliciting for tips.
20. Remove tips after the guest has left.
21. Enter and leave the restaurant through the service door only.

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Types of food and beverage services

In hotel there are many ways to waiter served food to guest they may be Includes types of
service like waiter service, buffet service or may be self service where guests collect their
own food from the counter.

In this post we see 8 Fundamental different types of service in hotel.

Food and beverage service broadly devides into 3 category of service. They are

● Waiter service
● Self – service
● Assisted service

Waiter Service
In this types of service in restaurant, food and beverage are serve to guests by waiters at
the guest’s place.
It may be at a table in a restaurant, in a hotel room, on a flight in a hospital and so on.

This service is further classified into the following types service in hotel –

● English service
● American service
● French service
● Guéridon service
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● Tray service
● English service

1) English service

English service also known as silver service.

In this types of service in hotel Food is served from dish/platter on to the guest’s plate using
service spoon and fork from the left-hand side.

And Conduct clearance from the right-hand side. The beverages serve from the right-hand
side.

Advantage and disadvantage

Advantages Disavantages
Personalized service Compare to other service it is slow service
Customer satisfaction Low seat turnover
No plate wastage More staff required
Waiters have scope to exhibit their Calls for high level of service skills, hence more labor cost
service skills

2) American service

The American service is a simple and informal form of service.

It is also called as plated service.

In this style of service in food and beverage, the dishes are neatly plated in the kitchen by
the kitchen staff and placed at the guest’s cover from the right- hand side.

All plated food is serve from the right-hand side of the guest.

Beverages are also serve from the right.

Clearance is done from the right-hand side.

Tray is used to carry cups, bowls, saucers and under plates.

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Move clockwise when you work from right-hand side and counter clockwise when you work
from the left-hand side

Advantage and Disadvantage

Advantages
High seat turnover as service is fast
Kitchen staff has scope for demonstrating their plating skills.
Low labour cost
Service skill is not required

3) French Service

Also known as family service. In France, this types of service is found in family pensions
and banquets, where the dish is presented to each guest from the left-hand side to help
themselves.

In this style of service, dishes ordered by the guest are placed on the Table with service
implements and plates for the guest to help themselves.

For a small no. of guest the dishes and plates would be placed on the table where in for a
large number of guest a side table or a trolley can be used.

Alternatively, all the dishes may be placed on the table and the host may serve all his
guests at the table first or assist them in service and serve himself finally.

This method is widely practiced in ethnic restaurants, especially in Chinese and Indian
restaurants.

For example Indian breads and accompanying dishes are kept on the table for guests to
help themselves.

If any assistance is required, the waiter may help the guest in passing and serving the dish.

Advantage and disadvantage of french service

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Advantages Disadvantages
Service skills not required Service staff will not be able to demonstrate their service skills
No plate wastage Low focus on guest

4) Gueridon service

The Gueridon service is the highly personalized. In this style of service, dishes are
prepared, carved, dressed or flambéed on a trolley in front of the guest and served with
service cutlery.

This types of service in restaurant also called trolley service because different types of
trolleys used in this service. Highly skills people require for serving this types of service.
The Gueridon service found in fine dinning where the main objective of guest centric.

5) Tray service

In this form of service, the dishes ordered by guests are neatly portioned and arranged on a
tray with necessary cutlery and taken to their rooms/beds/seats by waiters. .Special trays
are available to retain temperature of dishes.

This style is practiced in room service, hospitals, flights and institutional catering.

Guests in hotels at times call for service of dishes in their rooms.

Their order are taken by room service order takers, dishes are arranged on a tray and
served quickly in their rooms.

Orders can be collected either from the kitchen or floor pantry.

If talk about in hospitals patients are given a diet recommended by dieticians.

These dishes are arranged on trays and wheeled to their rooms on trolley.

In Airlines passengers who are confirmed to their seats in flights are given their meals on
trays.

The advantage of this type of service is service skill are not require.

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If we talk about disadvantages the this service not personalized, and waiter not get to show
their skill in this types of service in hotel and food may be cold in the tray.

6) Self service
This is the simplest form of service, where service staff do not serve guests.

Guest help themselves with the dishes they would like to consume.

Self-service is divides into two types of services that is

● Cafeteria
● Vending machine

7) Cafeteria service

A self service eatery especially in work places, schools offering snacks, limited meals and
beverage.

There are two types of cafeteria service in found

a) Traditional cafeteria

This type of service is widely followed in industrial and institutional catering. It consist of
straight line of the counters with hot and cold dishes.

The guest may start from the one corner of the counter , pick up his/her tray or dinner plate
,selects the dish and pass along the line.

b) Free flow cafeteria

According to this style of service food counters are segregated according to type of
food.(hot/ cold, apppetisers, soups , breads, sandwiches, entrees , salads, pastas, desserts
etc.)

The counters are not arranged in the straight line but in shape.

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8) Vending Machine service

In this style, the guests get the dishes from the machines. Guests buy tokens or coins and
insert them into the vending machine and get whatever the like.

These machines are installed in busy areas such as railways, bus stations, airports,
schools, hospitals and so on.

The example of this service is robotic service

Advantages and Disadvantages of the Vending machine service

Advantages Disadvantages
Effective portion control Absence of guest interaction
Reduces labor cost as no assistance required Limited selection of dishes
Low cost of operation Unreliability
Hygienic Not suitable for large scale operations
Good food controlled Power dependance

Assisted service
This is a combination of waiter and self service.

It is used extensively in hotels and restaurants.

Service staff assists guests in services like water, accompanying vegetables, sauces,
sweets, and so on.

In this style of service, the dishes are neatly displayed with garnish in the appropriate
containers and arranged attractively on the buffet table in a proper order for guests to help
themselves.

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Mise-En-Place & Mise-En-Scene

Mise-En-Place:

Mise-en-place is a French term which means to “put in place”. Before starting the actual
work in the restaurant, everything should be in its place at the right position in a correct
way. It is a preliminary preparation, which includes getting ready both food and beverage
equipments and Surroundings so that the serving of food and beverage can be carried out
efficiently. Performing mise-en-place should involve keeping ready in advance the
customers’ arrival in the restaurant.

Different Area of Mise-en-place

1. Restaurant Cleaning:
Brush and dust tables and chairs every day.
Polishing of all brass fixtures/ sideboards/windows and door frames as per
requirement.
Restaurant, cleaning and sweeping is done by housekeeping department.

2. Linen: Collect all dirty linens and get them exchanged from housekeeping, spare linen
to be kept in the cupboard.

3. Silver:
Clean and wipe all cutleries and keep them in their respective slots in the cupboard.
o Clean all ash trays and keep them on tables and spares in the cupboards.
3. Crockery: Collect all crockery from dish washing, count and keep the breakage aside
and later inform the captain about the same. Wipe all the crockery out by using moist cloth
and then by dry cloth.

4. Accompaniments: Check all the dry accompaniments as required in the restaurant, to

be served by the restaurant staff. For example, tomato ketchup, chilly sauce, chilly vinegar,
pickles, etc. are to be requisitioned and brought to the restaurant. Serving dispensers to be
refilled and kept on the table or on the sideboard, including cruet sets.

5. Side Boards/Cupboards: Items must be kept on the sideboard after proper cleaning and
wiping. Following are the important items to be included in side board.
All assorted cutlery
Assorted crockery
Folded napkins
Service trays and salvers
Soup ladles

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Bread baskets.
KOT/BOT pad, rough pads etc.
In case Gueridon service is operated, then Gueridon equipments must be kept ready.

6. Bar/Pub: Mise-en-scene in the bar includes the followings such as:

Clean the bar counter and cupboards.
Check stock and bring the stock from the stone if required.
Department and clean the glassware and keep properly.
Clean cocktail equipments and display properly the counter.
Prepare all the items for garnishes and accompaniments.
Chill the wines, beers, soft drinks etc.
Display all the liquors properly in the display rack.
Glassware to be arranged as required

7. Miscellaneous: Prepare all the tables for service with proper layout. Captains check full
mise-en-place and then grooming of service staff.

Mise-En-Scene:

Mise-en-scene is a French term which refers to “prepare the environment and make it
presentable” Food and beverage outlets should be pleasant, comfortable, safe and hygienic
to ensure better environment to accept guests. Mise-in-scene involves cleaning of service
areas, tables, chairs, side station, food trolley/cart, brushing and cleaning of floor,
vacuuming/hoovering of carpets, doors and windows, etc. This function generally precedes
mise-en-place.

Briefing
Briefing is short and concise instruction about duty to be performed during each work shift
to facilitate a two way communication between the management and the lower level staff.
Briefing is taken by the team leader at the beginning of each work shift. It is a daily routine
and the presence of all the work related staff is deemed important.
Briefing of food and beverage staff is important because of the following reasons:-
Briefing will help the employee to know their special job of the day.
It will help them to know the functions, menu and service.
Review of general rules and policies.
Likes and dislikes of regular guests.
Briefing helps to bring employees suggestions on day to day work for smooth
functioning.
o Briefing helps in solving the problem faced by the staff in their work.

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Rules to be observed while laying a Table

•Get the tables in position and ensure that they are not wobbling.

•Check that the tables and chairs are clean.

•Cover the table with baize or felt cloth.

• The dinning table should be 30" in height.

• The tablecloth should be placed squarely and centered. The fall should at
least be 9" from the edge. 'Crumpled, soiled and stained tablecloths should
never be used. "Place a non-fragrant centerpiece (like a bud vase). "Always
use well-polished and clean cutlery.

•Each cover should be well-balanced. The dimensions are basically 22-24" in

length and 15-18" in width.

•Place only the required cutlery. These should be placed from outside to
inside towards the plate as per the courses. 'Knives and spoons are placed on
the right, while forks are placed on the left. "The cutting edge of knives should
be facing the left.

•The cutlery for appetizers may be placed on the cover or brought on a lined
plate. "While placing or picking cutlery only the hand should be used.

•Water goblet is placed on the tip of the tallest knife. 'Butter-dish 'is placed on
the left. 'Napkins are placed on the center of the cover.

•All cutlery and plates should be placed 1/2" from the edge of the table. 'The
covers should be directly opposite each other. 'Menu holders and cruet sets
should be placed in the center of the table.

•Monograms should be at the 12 o'clock position. If the menu is too long the
cover should be laid up to the fifth course and the remaining cutleries should
be at the sideboard. "At any given time, not more than 3 knives/3 forks should
be laid out. "The dessert cutlery is placed on the top. 'Wine glasses are kept

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near the water goblet. 'The side plate with a knife should be on the left-hand
side of the cover.

Checklist for setting table

1. Check table for position in room.

2. Check alignment and placing.

3. Check table balance.

4, Centre under cloth or base cloth.

5. Tablecloth should face upwards and hems downward.

6 Salver should never be kept on the table and should be held from the base.
Salver should be covered with a napkin or a waiter's cloth.

7, Glassware is to be handled by the stem.

8. The opposite covers should face each other.

9, The fork should be placed on the left side and knife on the right side with
the cutting edge facing towards the left.

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SEQUENCE OF SERVICE for MEALS:

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1. Guest enters and is greeted by the reception head waiter. Check to see if they have a
reservation, if not see if a table is available.

(Step 1: Approach guests who are waiting to be seated or have just arrived inside the
restaurant.
■ Always smile and welcome the guests with a warm greeting, such as 'Good
Morning, Welcome to Galaxy'.
■ Be positive while greeting guests. Your manner will affect guest satisfaction.

Step 2: Ask the guest if he has a reservation. ■ If a guest already has reservation, then
ask the name of the guest and check in the reservation book. Refer to the details and
make him seat at the reserved place. ■ If the guest does not have a reservation, ask
them if more people will be joining them. Then check the available seating to see if
you can accommodate them. ■ Also enquire about the preference of seating, if the
guest does not have a reservation.)

2. The reception head waiter will then ask the guest if they would like aperitif in the lounge or
reception area or would prefer to have one at the table.

3. Guests are taken to the table and the reception head waiter will indicate who the host is to the
station waiter. The station waiter will then wish the guest with the time of the day and help them to
sit.

https://youtu.be/tM-t_3UQ0Lw

( Step 3: Always be ready to accommodate special guest needs. • Ask guests with visual
impairments if they wish to be provided with Braille menus, if available at the restaurant. ■
Ask guests with disabilities if they have or require special seating needs. ■ Ask guests with
small children if they would like a high chair or a booster seat. ■ Ask the responsible person
to rearrange the table as per need of the guest and to set up special equipments if required.
If necessary, ask the guest to wait while you meet their need.

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Step 4: Direct guests to their table. ■ Pick up enough menu cards for each guest, plus one
wine or alcoholic beverage list. ■ Ask the party to follow you, and lead to the table at a
reasonable pace. Never rush or walk fast. ■ Hold the menu cards high on your arm and not
down by your side. ■ Stand up straight and give your full attention to the party you are
seating. Do not stop along the way to talk to co-workers, unless it relates to seating the party
you are leading. ■ Move service equipment to one side to clear a path for the guests to walk.
As you walk, describe restaurant highlights, such as the buffet, or any house special, etc.

Step 5: Always help the guests with the seating. ■ Help children get into booster seats. Pull
high chairs away from tables so that guests can place small children on them. ■ Always lend
a helping hand to guests with special needs or disabilities as appropriate. If you are not sure
how to help, do not shy from asking the guest what you can do for them. ■ Pull out a chair
for a guest and adjust the chair as the guest sits. Help others also with the seating as
appropriate.

https://youtu.be/jE5lKLsbpxA

4. Food menus are presented to the host and guest. Allows time for the party to make their choice.

Present the menus • Give closed menu, right side up, to each guest in the following order:
children, women, and men. • Present the menu from the guest's right side, using your right
hand. • Hand the wine menu or alcoholic menu to the host of the party if there is one. If there
isn't any, place the wine list on the table. • Introduce yourself and tell guests who their server
will be. • Serve water and items such as crackers, bread sticks or,o.ther snacks (as per the
house policy).

5. The station waiter will unfold each guest's serviette and place it over his/her lap and turn the wine
glass up the correct way.

( Remove the extra settings • Extra settings include extra chairs, glasses and side plates. )

[The following points are a must for a server or waiter of the table he is attending.]

( Greet Guests • Greet guests within 30 seconds after they are seated. Be relaxed, pleasant,
and professional. • Introduce yourself by name. For example, 'Welcome, I'm Edgar, your
server.' • If you are unable to greet your guests within 30 seconds, stop by the table and let
them know you will be back soon. Apologise for the wait when you return. • Encourage
guests to tell you if they have any special needs or requests. • Try to 'read' a guest's mind.
Be alert to guests who may have been drinking for some time and may become intoxicated
quickly.)

Service of water:

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https://youtu.be/iVpaczaAIuQ

Filtered iced water Iced water may be offered to the guest after the initial greetings / seatings
procedures. The purpose of serving iced water is to refresh the guest's palate and allow
them time to select from the menu. It should always be available although in some
establishments it may not be a practice to serve it unless asked for.

The procedure for serving water is as follows: 1. The water glass should be positioned to the
right, above the large knife. 2. Find out if the guest wants plain water or mineral water and
whether it should be chilled or not.

3. Water is poured from the guest's right side with the right hand supported by the left hand
having a folded napkin at the base of the jug.

4. If the water is chilled, care should be taken to wipe out the frost from outside the jug /
bottle.

5. If there is ice in the jug, be careful while pouring. Ensure that the ice does not fall into the
glass and splash the water.

6. The water glass should not be removed from the table, if it is very difficult to reach for the
glass, then you may slide the glass to the side of the table but do not lift it with your hand
like a beer glass.

7. The water glass should be filled up to about 3/4th inch from the top. The jug should not be
filled

to the rim but 2 inch below.

8. A waiter should move clockwise around the table pouring the host last.

9. All beverages should be poured with the spout pointing away from the guest to prevent
accidental splash on the guest.

10. The waiter should always remain attentive and see that the water glass is always filled
up. Ensure that the guest does not have to ask for water, the waiter should keep a constant
check of this.

11. Continue to offer water throughout the meal as and when required

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12. The water glass should always be the last thing to be removed from the table. As long as
the guest stays at the table, the glass should be there with water.

Natural Spring Water/ Mineral Water While taking the order the waiter should check with the
guest if they would prefer mineral or spring water instead of regular filtered water.

1. The bottle should be taken to the table and opened before the host.. 2. The bottle may be
neatly wrapped (if cold) in a bottle wrapper or a neatly folded napkin. 3. The temperature of
the water should be as desired by the guest. 4. The other sequence of service remains the
same as mentioned above.

Aerated Water All aerated water may be served on their own, chilled or otherwise in the water
goblet or in a high ball glass. They may be accompanied with a slice of lime, e.g. Perrier
(France) and San Pellegrino (Italy). Aerated water should be opened before the guest or may
be served in a decanter.

5. The sommelier will come to the table to offer the wine list.

6. Bread rolls and Melba toasts are offered and butter is placed on the table.

7. Recognition of the host is very important.

8. The station head waiter will stand on the left-hand side and will suggest advise and take down
the order.

10. The sommelier comes to the table to see if any wine is required with the meal. He/she should
be able to advise suitable wines to accompany certain dishes.

11. The sommelier will present the wine to the host and then open it. The host will taste for
approval, The ladies should be served first and the host last. Remember approximately three
glasses of wine can be obtained from a 1/2 bottle and six glasses from a full bottle.

12 White wine should be served chilled and red wine at room temperature.

13. The waiter changes the covers whenever necessary for the service of the first course. The
accompaniments are then placed on the table.

14. Lay the plates and serve the first course.

15. Once the guest has finished clear the first-course plate in an appropriate fashion.

Carrying Equipment’s

Carrying Glasses:

There are two basic methods of carrying glasses in the F&B service areas. These are either
by hand or on a service salver.

I. Carrying glasses by hand: The goblets should be positioned between alternate fingers as
far as possible. They should be carried in one hand allowing the other hand to remain free.
The goblets held in the hand should have the base of each glass overlapping the next,
allowing the max number of glasses to be held in one hand. This method allows goblets that

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are alredy, polished to be handled. They can be carried about the restaurant when there are
no guests.

II. Carrying glasses on a service salver: If guests are present, glasses are carried on a salver.
The first goblet cleared should be placed on the service salver nearest the holding hand. As
the dirties are cleared they should be placed working out to fill the salver as more glasses
are added. This ensures better and a more even distribution of weight and lessens the
likelihood of accidents occurring, Soiled glasses are always carried upturned whereas clean
glasses may be overturned.

Carrying Trays:

Trays are used for: 'Carrying food from the kitchen to the restaurant sideboard. 'Service in
room and lounges. 'Clearing from sideboards. 'Clearing from tables (when customer is not
seated at the table). 'Carrying equipment.

The correct method of holding and carrying a tray is to position the tray lengthwise onto the
forearm and to support it by holding the tray with the other hand. The tray should be
organised so that the heaviest items are nearest the carrier. This helps the balancing of the
tray. One hand is placed underneath the tray and the other at the side.

Using a Service Salver:

A service salver is a round, silver or a stainless steel tray with an underlining napkin on it. It
may be used in a number of ways: •For carrying clean glasses and removing dirty glasses
from a table. •For removing clean cutlery and flatware from the table. •For placing clean
cutlery and flatware on the table. •For placing coffee service on the table. •As an underflat
when silver serving vegetables.

Using a Service Plate:

A service plate is a joint plate with a napkin on it. It has a number of uses during service:
•For removing clean cutlery and flatware from the table. "For placing clean cutlery and
flatware on the table. •For crumbing down after the main course, or any other stage of the
meal. •For clearing side plates and side knives. •For placing or clearing accompaniments
from the table.

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16. Lay covers for the next course as per the menu. Place accompaniments if any. If wine is to be
served with this course change the wine glasses.

15. The sommelier will present the wine to the host and then open it. The host will taste for
f4pproval, The ladies should be served first and the host last. Remember approximately three
OltilSeS of wine can be obtained from a 1/2 bottle and six glasses from a full bottle.

16. Whitt wine should be served chilled and red wine at room temperature.

17. Lay the plates for the next course and once the guest has finished, clear the plates in an
appropriate fashion.

Clearance:

Clearance is the process of efficiently removing the used plates with debris on it. The ability
to clear correctly ensures speed and efficiency and avoids the possibility of accidents. This
speeds the eating process and allows for greater seat turnover.

Clearance of soup bowls, cups:

These Items are cleared from right-hand side of the guest, placed on the salver behind the
guest and stacked bowls separate, underlines separate and spoons together in a bowl.

Clearance of soup plates:

The first plate and underliner are cleared from the right side with the right hand and shifted
to the left hand. Then the second plate and underliner are cleared, spoon from the first is put
on the second plate and the second plate is shifted on the first, leaving the underliner on the
second plate position above the wrist. The process is repeated till all the soup plates are
cleared.

Clearance of main course plates and side plates:

The first plate with both knife and fork are cleared from the right side and shifted to the left
hand. The fork is held under the thumb and the knife is placed underneath it at right angles.

The second plate is cleared and placed on the palm, knife is placed along the first knife, the
fork is used to push the debris onto the first plate and then the fork is placed alongside the
first fork. This process is repeated till all the main course plates are cleared.

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A second movement around the table can be done to clear the side plates. The knife kept
along the knives on the first plate, the debris placed on the first plate and the side plates
stacked over the main course plates above the wrist. The side plates can be cleared
separately too using a half plate as the first plate, the knives are used to push the debris
onto the half plate and the knives are stacked on it.

The side plates are stacked on the wrist.

18. Same steps are followed for the remaining courses as well. Before serving a course make sure
that everything required is on the sideboard. All hot food items to be served on hot plate and cold
food items on cold plates.

19. Under liners should be used under vegetable dishes and sauce boats.

20. When doing silver service the empty plates should be placed from the right-hand side with the
monogram at the 12 o'clock position. The service of food should always be done from the left-hand
side.

21. The main item will be placed at the 6 o'clock position while other accompaniments and sauces
will be placed at 9 o'clock position, 11 o'clock, 12 o'clock, 1 o' clock, 3 o' clock position.

22. Sommeliers are supposed to top up the wine glasses as and when required and the station
head waiter should offer more rolls, Melba toasts and butter according to the need of the guests.

23. Clear the main course plates and the side plates (if any), which are dirty at the same time. Using
a salver remove all the accompaniments bread, rolls, butter and empty glasses and the cruet set.

24. Crumb down. Always start from the left-hand side. Bring the dessert fork down and then move to
the right-hand side and crumb down and bring the dessert spoon down.

The process of crumbing down usually takes place after the main course has been cleared
and before the sweet order is taken and served. The purpose is to remove any crumbs or
debris left on the cloth at this stage of the meal. The equipment used to crumb down are:

• The service plate/ B&B (with a napkin on it)

• B&B knife

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• Waiters cloth

• Service gear

Make sure that the side plates, cruet sets and other items no longer required, have been
removed.

Hold the plate on the flat of your left hand with your hand under the centre of the plate. A
B&B Wire secured between the fingers.

Crumbing down commences from the left-hand side of the first guest. The service plate is
kept just beneath the lip of the table. Crumbs are brushed towards the plate using the folded
napkin. Bring down the dessert fork from the head of the place settings to the left of the
guest.

The Waiter now moves to the right of the same guest and completes the crumbing down of
this place setting. The sweet spoon is then moved from the head of the place settings to the
right of the

While the sweet spoon and fork are being moved to their correct positions, the napkin is held
the service plate.

In case of stubborn stains, the stain can be scraped with the B&B knife and then brushed
with the service cloth.

Having completed the crumbing down procedure for one guest the now is correctly
positioned to commence the crumbing down of the the next place setting, i.e. to the left of
the next guest.

Move anti-clockwise around the table, crumbing down each guest ONO ilettIngs as required,
finishing with the host.

25. Change ashtrays if necessary.

26. Offer the menu to the guest so that he may choose something for dessert.

27. Serve the dessert and clear once finished.

28. The sommelier will clear the wine glasses and wine bottle.

29. The sommelier will present the liquor trolley.

30. Take the coffee order and serve if necessary.

31. Present the bill only when the guest asks for it. Return the change to the host if any. Do not
stand near the table and wait for a tip.

Always have your check current and in a check folder, ready to present, When asked by a
guest. The faster you turn your tables, the higher your sales. Never make your guest wait for
the check. He / she may become impatient and leave.

● Cash Payment: Always present receipt when customer is paying by cash.

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● Cridit Cards: Always get final approval code and follow proper hotel procedures.
Never write or make corrections on the guest voucher Without guest initialing. If a
guest totals a credit card incorrectly, a manager must make the correction and initial
it.
● Room Charge: When presenting a room charge check to a guest, request them to
write the name and room number and sign on the check. Tips may be added and
totaled by the guest.
● Gratuities: At no time can an employee mention gratuities. Soliciting tips is a
terminating offence. If a guest asks, 'How much should I leave you? respond with a
simple reply as, 'Sir, that is strictly your decision.' If a Guest should ask, Is that a fair
tip?' respond with, 'Yes, Sir, that is fair, and I thank you.'

Always give an appropriate farewell to your guests. Let them know that you enjoyed the
opportunity to have been able to serve them. It will also prove to be self-gratifying knowing
you made their visit a satisfying one. thank the guests and ask them to return.

32. The station head waiter sees the guest out of the restaurant.

33. Clear the table and re-lay if necessary.

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BEVERAGES

NON ALCOHOLIC BEVERAGES

Derived from the word “Bever” which means a light repast between meals or

from the French word “Boire” which means something to drink.

Alcoholic beverage is a portable liquid which contains 0.5% to 75.5% of

ethyl alcohol by volume.

Non- alcoholic beverage is a potable liquid which has either no ethyl

alcohol in it or the alcohol percentage is less than 0.5% by volume.

POPULAR NON- ALCOHOLIC BEVERAGES INCLUDE:

• Hot Drinks- tea and coffee are the two most popular drinks in India. Teas

being the national drink and coffee the second most popular drink in India,

more so in South India.

• Cold Drinks-Lassi is the most popular drink in India. It can be served sweet

or salted with lots of ice and is very refreshing during summer. Iced tea and

cold coffee are also gaining popularity in India. Nimbupani is also very

popular and can be served sweet or salted and at times water is replaced

with carbonated water (fresh lime soda- sweet or salted). Jeerapani or

jaljeera is another favourite among the Indians which is a remarkable

digestive.

• Juices- Juices are the liquid extract of fruits and vegetables, served either

fresh or canned.

• Soft drinks- This includes the vast no. of carbonated drinks or aerated

drinks available in the market. Example being colas, lemonades,

orangeades etc. Hotel bars are also stacked with squashes (sweetened or

unsweetened fruit base concentrate) of different flavours which also fall

under this category.

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*(Syrup- is a sweet, thick, falvoured liquid with great deal of sugar in it.

Syrups are used to flavour hot and cold drinks)

CLASSIFCATION OF NON-ALCOHOLIC BEVERAGE

• Stimulating drink/beverage- these are consumed to stimulate our mental

and physical activities. Ex. Tea and coffee

• Refreshing drink/beverage- These are drinks which are taken to make up

for the fluid loss (due to perspiration) of our body. Ex. Nimbupani, water,

syrups, soft drinks, tonic water etc.

• Nourishing drink/ beverage- Beverage consumed to provide nutrients to the

body. Ex. Milk based products like milk shake, chocolate drinks, juices etc.

TEA

HISTORY

Tea was discovered by accident over 5000 years when leaves from a tea

bush accidently dropped into some boiling water and delicately flavoured

the drink. Tea was originally drunk for its medicinal benefits and it was not

until the 1700’s that it began to be consumed as the delicious beverage that

we know today.

What is tea?

Tea is prepared from the leaf bud and top leaves of a tropical evergreen

bush called Camellia Sinesis. It produces what is regarded as a healthy

beverage containing approximately only half the caffeine of coffee and at the

same time it aids muscle relaxation and stimulates the central nervous

system.

PRODUCING COUNTIRES

Tea is grown in more than 25 countries around the world. The crop

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benefits from acidic soil and warm climate and where there is at least

130cm of rain a year. It is an annual crop and its flavour, quality and

character is affected by the location, altitude, type of soil and the climate.

The main tea producing countries are-

• India- largest producer

• China

• Sri Lanka

• East Africa( Kenya, Zimbabwe, Tanzania)

• Indonesia

PURCHASING OF TEA

Depending on the type of function, clientele, method of service, type of

establishment, storage facilities and cost, tea may be purchased in a variety

of ways-

• Bulk

• Tea bags

• String and tag

• Envelopes

• Instant

BLEND

The word blend indicates that a named tea in the market is up for sale may

be composed for a variety of tea to produce one marketable product

acceptable to the average consumer’s palate, for ex. a standard tea may be

a blend of Indian Tea for strength, African tea for colour and Chinese tea

for flavour and delicacy.

STORAGE

Tea should be stored in the following manner

1. In a dry, cleaned and covered container

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2. In a well-ventilated area

3. Away from excess moisture

4. Must not be kept near any strong smelling food as tea absorbs odour very

quickly

MAKING OF TEA

Tea is an infusion and thus maximum flavour is required from the brew.

Few rules to be followed are1. Ensure all equipments used are clean

2. Heat the tea pot before putting in the dry tea so that the maximum heat

can be obtained from the brew

3. Measure the dry tea and freshly drawn cold water exactly

4. Use freshly boiled water

5. Make sure that the water is boiling on entering the pot

6. Allow it to brew for 3-4 minutes, to obtain maximum strength from the

brew

7. Remove the tea leaves at the end of this period if making if making in multi

pot insulated urns

DIFFERENT TYPES OF TEA AND THEIR STYLE OF SERVICE

1. Indian or Ceylon blend- may be made in either china or metal tea pots.

Usually both are offered with milk. Sugar would be offered separately.

2. China- this is made from a special blend of tea which is more delicate in

flavour and perfume than any other tea, but lacks body. Less dry tea is

required than for making Indian or Ceylon tea. It is made in the normal way

and is best made in china tea pot. Addition of slice of lemon improves

flavour. Generally china tea should not be served with milk but sugar may

be offered.

3. Russian or lemon blend- This may be brewed from a similar blend to china

tea, but more often it is made from Indian or Ceylon tea. It is made in

normal way and served with a slice of lemon.

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4. Iced Tea- Make a strong tea and chill it well. This tea may be strained and

stored chill till required.

5. Multi Pots- In occasion like reception, tea breaks etc tea is made well in

advance.

SPECIALITY TEA

1. Assam Tea- it is rich and has full malty flavour. Suitable for service at

breakfast and is served with milk

2. Darjeeling Tea- a delicate tea with grape flavour and known as the

‘Champagne of teas’. Usually served as an afternoon or evening tea with

either lemon or little milk if preferred.

3. Earl grey Tea- a blend of Darjeeling and china tea, flavoured with oil of

bergamot. Usually served with lemon or milk.

4. Jasmine- A green tea which is dried with jasmine. It blossoms and

produces a tea which has a scented flavour.

5. Kenya tea- this tea is referred to as” refreshing tea”. It is served with milk.

6. Lapsangsauchang- It is smoky, pungent, perfumed tea. It is delicate to the

palate and is said to have acquired taste and is served with lemon.

7. Tisanes- It is a fruit flavoured tea and has herbal infusions. It is used for

medicinal purposes and is gaining popularity since the trend is towards

healthy eating and drinking. Often these so not contain caffeine.

8. Srilanka makes a pale golden tea with good flavour. Ceylon blend is still

used as a trade name, served with lemon and milk.

9. CTC- Machinery processed tea, usually from Assam, Sri Lanka and parts of

Africa and South America.

The processing has three stages (crush, tear, curl or cut, tear, curl), hence

the name “CTC” tea. The resultant product looks like small pellets of

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(usually black) tea. It produces a very strongly flavored, quickly infusing tea

that is often used in teabags.

COFFEE

It is naturally grown in many countries of the tropical and sub-tropical belt

in South and Central America and Asia. It grows in different altitude in

different climate and in different soil and is looked upon as an international

drink consumed throughout the world.

Brazil is the largest producer of coffee in the world, Columbia is second,

The Ivory Coast third and Indonesia fourth.

History of coffee

There is evidence to suggest that coffee trees were cultivated about 1000

years ago in Yemen. The first commercial cultivation of coffee is thought to

have been Yemen district of Arabia in the 15thcentury.The first coffee house

was opened in England in Oxford in 1650.

Coffee plant

The coffee trees are the genus Coffea which belongs to the Rubiacea family.

The coffee plant is an evergreen plant or a bush which is grown

commercially in tropical climate throughout the world. It requires not only

a hot climate but also a high rainfall, a rich soil and a relatively high

altitude. The coffee plant is unable to survive wide variation of temperature

or any other condition.

Commercially used three types of coffee plants are:

1. Coffea Arabica

2. Coffea Rebecca

THE GRIND

Roasted coffee must be ground before it can be used to make the brew.

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Coffee is grounded to different grades of fineness which suit the many

different methods of brewing. The most suitable grinds for some common

methods of brewing coffee are-

Method Grounding Grade

• Filter fine to medium

• Jug Coarse

• Turkish pulverized

• Cafeteria Medium

• Vacuum Infusion Medium fine to fine

• Espresso Very fine

• Percolation Medium

INSTANT COFFEE- It is a beverage derived from brewed coffee beans.

Through various manufacturing processes the coffee is dehydrated into the

form of powder or granules. These can be rehydrated with hot water or milk

along with cream and sugar.

FILTER COFFEE- Drip brew, or filter coffee, is a method for

brewing coffee which involves pouring water over roasted, ground coffee

beans contained in a filter. Water seeps through the coffee, absorbing its

oils and essences, solely under gravity, and then passes through the

bottom of the filter. The used coffee grounds are retained in the filter with

the liquid falling (dripping) into a collecting vessel such as a carafe or pot.

Ex. Indian filter coffee

DECAFFEINATED COFFEE/ DECAF- Coffee contain caffeine which is a

stimulant. Decaffeinated coffee is made from beans after the caffeine has

been extracted and contains about 1-2% of caffeine.

ESPRESSO- It is a concentrated coffee beverage brewed by forcing hot water

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under pressure through finely ground coffee. Served without milk.

CAFÉ AU LAIT-This is the simple milk coffee where brewed coffee is added

is added to milk in the ratio of 1:1 making it much less intense in taste

CAPPUCCINO-Usually equal parts espresso, steamed milk, and frothed

milk, often with cinnamon or flaked chocolate sprinkled on top

CAFÉ LATTE- Essentially, a single shot of espresso in steamed (not

frothed) milk. The ratio of milk to coffee should be about 3:1

TURKISH COFFEE- is coffee prepared by boiling finely powdered roast

coffee beans in a pot, possibly with sugar, and serving it into a cup, where

the dregs settle. The name describes the method of preparation, not the raw

material; there is no special Turkish variety of the coffee bean.

IRISH COFFEE- is a cocktail consisting of hot coffee, Irish whiskey,

and sugar, stirred, and topped with thick cream. The coffee is drunk

through the cream.

Alcoholic Beverages

Definition –– A potable (meaning drinkable) liquid containing ethyl alcohol

or ethanol of 0.5 percent or more by volume is termed as ‘alcoholic

beverage’. Alcohol is mobile, volatile fluid obtained by fermenting a liquid

containing sugar.

The word ‘alcohol’ is derived from the Arabic al – kohl. Pure alcohol is

colourless, clear liquid with a burning taste. It derives its colour from the

wood of the cask in which it is matured, and / or from the caramel which

may be added during its maturation or bottling.

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How is Potable Alcohol (Alcoholic Beverage) obtained?

All alcohol or alcoholic beverages are obtained by a process called

fermentation. It is concentrated or increased in strength by distillation. The

percentage of alcohol in a drink varies from 0.5 – 9.5%, depending on the

method by which the alcohol is obtained.

Fermentation is the process in which the yeast acts on sugar and converts

it to ethanol and gives off carbon dioxide. The fermented liquid has 3-14%

alcohol and it can be concentrated up to 95% by a series of distillations.

Distillation is the process of separating elements in a liquid by vaporization

and condensation. In the distillation process, the alcohol which is present in

the fermented liquid (alcoholic wash) is separated from water.

Classification of Alcoholic Beverages

Alcoholic beverages are classified as

● Fermented beverages,
● Distilled beverages and
● Compound beverages.

Fermented Beverages

Fermented beverages can be divided into two groups, wines and beers,

broadly defined. Wines are fermented from various fruit juices containing

fermentable sugars. Beers come from starch-containing products, which

undergo enzymatic splitting by diastase, malting, and mashing, before the

fermentable sugars become available for the yeasts and bacteria. In short,

wines are fermented and beers are brewed and fermented. (Fermented

Beverages Other Than Wine And Beer, n.d.)

Examples – Wine, Cider and Perry

Wines can be defined as alcoholic beverage made from fermented grape

juice. Wines can be classified on the basis of following aspects –

Nature / Characteristics – Still, Sparkling, Fortified, Aromatised, Tonic,

Organic

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Colour – Red, White, Rose

Taste / Degree of sweetness – Dry, Medium, Sweet

On basis of alcohol content - De – alcoholised wine (max 0.5% ABV), Alcohol

free or No Alcohol (max 0.05% ABV)

*ABV – Alcohol by Volume

Cider – An alcoholic beverage made from fermented juice of cider apples.

25% of pear juice can be used while manufacturing cider. Cider is popular

in countries like United Kingdom, New Zealand, and Australia. In USA, non

– alcoholic cider is termed as ‘sweet cider’ and alcoholic cider is termed as

‘hard cider’.

Perry – An alcoholic beverage made from fermented juice of pears similar to

the way cider is made from apples. It has been common for centuries

in England, particularly in the Three Counties (Gloucestershire,

Herefordshire and Worcestershire. It is also made in parts of South Wales

and France. It is also manufactured in Commonwealth countries like

Canada, Australia and New Zealand.

Brewed and Fermented Drinks

It is similar to fermented drinks but the only difference is that the base

ingredient, which is usually malted and crushed cereal, is brewed in hot

water to extract maximum soluble sugar from the malt. It is then cooled,

and allowed to ferment with the addition of yeast.

Example – Beer and Sake

Beer is classified on the basis of type of fermentation – Top or Bottom. Top

fermented beers are known as Ales while bottom fermented beers are known

as Lagers.

Sake – Sake, is an alcoholic beverage made from fermented rice and

originates in Japan. Sake is light in colour, is noncarbonated, has a sweet

flavour, and contains about 14 to 16 percent alcohol. (Britannica, 2020)

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Distilled Beverages

To obtain any alcoholic beverage fermentation is required and the strength

of alcohol is increased by application of distillation. These drinks are

distilled from a base of a fermented liquid and have a high percentage of

alcohol compared to fermented drinks. Newly distilled spirit (young spirit) is

raw, sharp and harsh in taste. These drinks are aged in wooden barrels to

mellow and to make them flavourful. Examples are as follows –

Spirits – Whisky, rum, gin, vodka, tequila, and brandy

Other spirits – Arrack, Toddy, Feni, Slivovitz

Compound Beverages

Compound alcoholic beverages are defined as a mixed beverage, which is

blended or composed carefully by extracting flavour, colour and sweetness

from various fruits, herbs, plants, and nuts. Such beverages include:

Liqueurs, Cocktails.

Definition – Liqueur – A liqueur is alcoholic beverage, which has a base of

spirit (grain spirit, neutral spirit) which is flavoured with fruits, herbs,

spices, flowers, seeds, plants and are sweetened and can be coloured or

colourless. They are also termed as Digestif / Digestive. Liqueurs are not

usually aged for long periods, but may have resting periods during their

production to allow flavours to blend. Liqueurs can be further categorised as

– fruit liqueur, cream liqueur, coffee liqueur, chocolate liqueur, schnapps,

herbal liqueur, depending upon the flavouring agents used.

Cocktails - A cocktail is an alcoholic mixed drink, which is either a

combination of spirits, or one or more spirits mixed with other ingredients

such as fruit juice, flavoured syrup, or cream. There are various types of

cocktails, based on the number and kind of ingredients added.

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Examples of Classic Cocktails – Martini, Margarita, Mojito, Whiskey Sour

Practical schedule ONE YEAR DIPLOMA

SR. NO PRACTICAL NO OF MARKS

PRACTICALS

1 familarisation of the restaurant department 1

2 familarisation to restaurant equipement 1

a. cutlery

b. crockery

c. glassware

d. wholeware

e. linen

d. furniture

3 Table setup 2

a.laying of a table cloth - changing of table cloth

b. 4 course menu - cultlery layout on the tray/ table

c.layting of setup

d. laying of glassware

e. laying of 6 different tdh menus

f. Equipement identification trivia

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4 Napkin folding / water service / handling service gear 1

5 Service rules and restaurant ettiquettes /carrying plates/ 1

clearence

5 Welcoming of guest / seating of guest/ taking order 1

6 Silver service / TDH service 1

7 Service of tea / coffee/ beer/ spirits/ wine 1

10 Breakfast service 1

a. Explaniation - Continental / English/ American

11 Order Taking 1

Ala carte/ TDH

12 cocktails 1

13 Exams

Total 12

Objectice:

1. Get the stusdent ready for basic food and beverage service
protocols

2. understanding of berverages and service of beverages

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Standard Operating Procedures (SOP)

1. Preparation for laying tablecloth and napkin:

● Make sure you have your mise en place ready and check the new tablecloth,
napkin, or placemat for;
● Correct Size.
● Correct Colour according to the restaurant’s theme.
● Any Stains.
● Tears or holes.
● Unsightly wrinkles.
● The tablecloths and Napkins used should be perfectly ironed.
● Make sure the required quantity of Table Molleton (silence pad), Placemat,
Tablecloth, Overlayer, and Napkins are available.

B. Laying the tablecloth:

● Make sure the table is well positioned and standing steady.

● Pull the chairs away so that you can freely walk around the table.
● Lay the collection (silence pad) down. A mallet will keep the tablecloth from
sliding, temper the noise of dishes and silverware against the table and protect
the table from accidental spills and burns.
● Unfold the tablecloth from the centre of the table out to the edges.
● Make sure the four corners of the tablecloth are of equal distance from the
floor on each side of the table and that the centrefold (facing up) is exactly in
the middle of the table.
● The right side / correct side of the tablecloth should be always up and centred
on the table.
● Make sure that the edges of the tablecloth do not hang so low that guests get
tangled up in it when sitting or getting up.
● Straighten the tablecloth if necessary with quick moves, but make sure your
hands are clean.
● Put on the overlayer (runner) and make sure the edges hang even.
● An overlayer protects the tablecloth from stains. As it is much smaller than the
tablecloth, it is more efficient for cleaning.
● Do not touch the surface of the overlayer, it should be well-positioned and
straight on the first go.
● If placemats are used, then make sure the pattern is right side up and facing
the guest so the words on the placemat can be read by the guest.

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● Line up the placemats with the table edge and with the placemats on the
opposite side of the table.

C. Put on napkins:

● Napkins may be folded and kept ready earlier as an opening side work duty,
This will speed up the table layout process.
● A simple but elegant napkin folding that does not require too much handling is
ideal for restaurants and coffee shops.
● Align the needed amount of chairs so they are spaced evenly down the side
of the table.
● Leave enough space between the chairs [20cm] so that the guest can easily
sit or get up.
● Place a cover plate in front & the exact middle of each chair.
● The edge of the plate should be 2 cm from the edge of the table.
● Use your thumb in a horizontal position to estimate the right distance.
● Put the folded napkin on the cover plate.

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How To Setup Restaurant Table –

Glassware and Tabletop Items?
Purpose of this SOP:

A neatly set table and laid out Glassware and Tabletop items are the signature of a
good restaurant and reflect the standard of quality of the establishment. Guests’ first
impression of the table is important in setting the tone for a great and pleasing dining
experience. Make sure you have the required items for laying the Glassware and
Tabletop Items.

1. Preparation for laying Glassware:

1. Get Racks of clean glasses from your side station or the dish room.
2. Carry only one rack at a time to the restaurant or dining room.
3. Place the glassware rack on a tray jack.
4. A few examples of glasses used in restaurants are – Red wine glasses,
White wine glasses, Water glasses, or Water Goblet, etc.
5. Make sure glasses are clean and free of water spots, lipstick marks,
food residue, chips, or cracks.
6. Return soiled glasses to the dish room.
7. Remove chipped or cracked glasses and report to the supervisor.
8. Make sure you know the wine list and the required glasses for each
wine.
9. Have your carrying plate ready with a clean, folded napkin.
10. Never transport glasses with your bare hands.

2. Placing Glassware on Table:

1. Place a water glass one inch above the tip of the knife blade at each
place setting.
2. Place the red wine glass above the tip of the big knife, at about 1 cm
distance from it.
3. Place the white wine glass next to the red wine glass, on the right-hand
side, and a little lower near the tip of the small knife (or spoon if there is
one).
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4. The glasses must not touch each other but be as close as possible.
5. Put the water glass behind both glasses to form a perfect and compact
triangle.
6. Return empty racks to the dish room.

3. Placing Tabletop items:

1. Pick up tabletop items from your side station.
2. Get enough of each of the following items to set on all tables:
3. Centrepieces.
4. Salt and pepper shakers and grinders.
5. Sugar Bowls.
6. Condiments and cracker baskets.
7. Ashtrays and matches.
8. Always Check the condition and appearance of each item.
9. Clean or replace any items if necessary.
10. Place Items on the Service Tray.
11. Do not overload the tray.
12. Make as many trips as necessary to safely carry items.
13. Always carry the tray to the dining room and place it on a tray jack.
14. Place each item neatly in the centre of the table according to the hotel’s
standard table setup specifications.
15. In case the tables are against the wall, then place tabletop items at the
end of the tabletop or near the wall.

4. Check your work

● All glasses must be positioned the same to preserve the harmony of the
table.
● All tabletop items must be positioned at the appropriate place as per the
hotel standard.
● The water glass should be only removed after the guest leaves.

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How To Setup Restaurant Table –

Laying Silverware and Plates?
Purpose of this SOP:-

A neatly set table and laid out silverware and plates are the signature of a good
restaurant and reflect the standard of quality of the establishment. Guests’ first
impression of the table is important in setting the tone for a great and pleasing dining
experience. Make sure you have the required items for laying the silverware and
plates.

1. Preparation for laying Silverware and

plates:
1. Get a rack of clean silverware and plates from your side station or the
dish room.
2. Some of the silver, EPNS (Electro Plated Nickle Silver), and Stainless
steel S.S. items and plates used are given below.
3. Big forks and knives.
4. Small forks and knives.
5. Big spoons.
6. Small spoons.
7. Side plates (bread plate).
8. Soup Spoons.
9. Dessert Spoons and Forks.
10. Bread Plates.
11. Butter Plates.
12. Meal Plates.
13. All clean silverware and plates should be free from stains and well
polished.
14. Make sure you know the menu and the required silverware for setting
each course.
15. Always carry a plate ready with a clean, folded napkin.
16. Never transport silverware with your bare hands.
17. Return spotted or soiled items to the dish room.

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2. Laying Silverware
Key Points to note while laying silverware:

1. Use a linen napkin to place silverware and plates on the table.

2. Only touch the silverware by the handle.
3. If no base plates are used for the meal, leave a 12-inch space directly in
front of each seat.
4. Place forks to the left of the base plate or space.
5. Place knives to the right of the base plate or space with the cutting edge
of the knife toward the plate or space.
6. Place spoons to the right of the knives.
7. Leave small spaces between pieces of silverware.
8. Line up all silverware handles about two inches from the table edge.
9. Knives and forks must form an exact line with the opposite knives and
forks.

Place Silverware for the main course:

● Put the big knife on the right side of the cover plate, at about 1 cm
parallel to it, cutting edge inside (facing left), the handle should be 2cm
from the edge of the table.
● Put the big fork on the left side of the plate, handle at 2cm from the edge
of the table.

Place Silverware for starters (appetizers):

● Put a small knife next to the big knife, handles are at the same level, the
cutting side facing left.
● If there is soup on the menu, place a spoon in between the knives, so
the handles are all aligned on the same level.
● Use a small soup spoon if the soup is served in cups, and a big spoon if
the soup is served in dishes.
● Put the small fork left to the big fork, and push slightly up so that the
tines of the small fork are approximately 3cm higher than those of the
big fork.
● Put the bread plate left on the small fork.
● The centre of the plate must be aligned with the starting point of the
tines of the big fork.
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● Put a small knife on the right-hand edge of the bread plate, parallel to
the small fork, cutting side facing left.

Place Silverware for dessert:

● Put a small fork in a horizontal position ca 2cm above the cover plate,
handle facing to the left, tines to the right.
● Put a small spoon in the horizontal position above the small fork, handle
facing to the right.

3. Placing Plates on the table:

Key Points to note before placing plates on the table:

1. Get a rack of clean plates from your side station or the dish room.
2. In fine dining restaurants, the base plates enhance the appearance of
the table and act as an underliner for cocktails and starter courses.
3. Place the plate rack onto the tray jack.
4. Only use a dish dolly or cart when the restaurant is closed.
5. Check each base plate to be sure it is clean and free of any spots, chips
and cracks.
6. Return any soiled or spotted plates to the dish room.
7. Any chipped or cracked plate is to be reported to the supervisor.

Placing base plates on the guest table:

● Place the base place directly in front of the guest chair.

● The base plate should be around two inches from the edge of the table.
● If the plate has a logo on it then place the plate in such a way that the
guest can read the logo.

Placing bread and butter plates:

● Check each butter plate to be sure it is clean and free of chips or cracks.
● Return soiled plates to the dish room.
● Remove chipped or cracked plates and report the same to the
supervisors.

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● Place bread and butter plates to the left or above the forks at each place
setting.
● Return the empty rack to the dish room.

4. Checking your work:

● All silverware must be laid perfectly straight, and parallel and must form
a straight line with the opposite cutlery.
● Don’t throw silverware into the garbage nor take it to your room.
● Make sure all silverware is in impeccable condition.
● Make sure you put each piece of silverware in the correct position.
● Return empty dish racks, carts, etc. to the dish room.

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1. Preparation for taking Beverage Orders:

1. Make sure you are well-groomed and tidy.
2. Make sure you know the items on the beverage list and knowledge
about any happy hours.
3. If guests are celebrating a special occasion such as a birthday,
anniversary or other celebration, they may want to have wine or
champagne with their meals.
4. Know which drink goes in which glasses – Learn about Type of Glasses
used in Bar.
5. Prepare your order pad or Handheld device which can capture the
following details.
6. Date.
7. Your name.
8. Table number.
9. The number of guests.
10. Make sure your pen is working.

2. Approach the table:

● Approach the table to take the beverage order within three minutes of
the guest being seated.
● Stand on the right-hand side of the guest where possible or at the end
of the table.
● Greet the guest, and remember to use the guest’s name where known.
● Present the beverage list, from the right side hand, making sure it’s
clean and tidy.
● Smile genuinely.
● Establish good eye contact.
● Maintain good posture.
● Give the guest enough time to look at the beverage list or to decide.

3. Make suggestions/ recommendations:

● Know which wines will go well with certain foods.

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● Suggest specialities, signature beverages, premium brands, water, and

snacks to go with the drinks when appropriate.
● A minimum of one recommendation is to be made per order (new table).
● Find out the guest’s preference for service, for example, “on the rocks”,
“with soda”, “with tonic water” or “straight up” etc.
● “May I get you one of our signature Gin or how about a glass of
Chardonnay?”.
● Suggest the most popular call brands when a guest does not specify the
brand.
● Suggest a speciality drink if a guest is not sure what to order.

4. Take the order:

● Excuse me Mr Bond what may I bring you to drink?”
● Always speak clearly at all times.
● Always take orders from women first, then men.
● Write an order on the guest check or order-taking pad or handheld
device according to how the guests are seated.
● Follow a clockwise direction.
● Assign a number to each chair at a table, the chair number one on each
table is typically the one closest to the door or some other landmark in
your restaurant.
● Write the order for the guest in chair number one on the first line of the
order pad.
● Always use the standard beverage abbreviation.
● Listen carefully to each guest’s orders and repeat the order and details.
● Do not interrupt the guest.

5. Repeat the order:

● Speak slowly
● Speak clearly and politely repeating the order back to the guest.

6. Leaving the table:

● Always say thank you and Smile genuinely.
● Maintain good eye contact.

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● Take the beverage list(s) or menu with you.

7. How to Deny alcohol service to intoxicated

guests?
1. Tactfully tell guests that you care about their safety and can’t serve them
alcohol.
2. Do not make accusations, judge the guests or argue.
3. Suggest nonalcoholic drinks and food instead.
4. Tell your manager whenever you deny someone alcohol service.

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How To Fill in Guest Order?

Purpose of this SOP: Correct order-taking is crucial in the service process and for
the satisfaction of the guest. It is therefore very important to ensure that the
concerned F&B employees know how to fill in a guest order in a professional
manner and by respecting the hotel’s Standard Operating Procedures.

Materials needed for taking an order is an order-taking pad or scribbling pad and a
pen (Now with the new age Point of Sale systems orders can be directly taken on
handheld devices like Tablet, smartphone etc.).

The waiter or server should know the daily specials and should be able to explain
them to the guests. Always explain to the guest about specials and chef’s choice
items, such as the soup of the day, before the guests ask.

1. Write down all the points on the order pad

● Date.
● Time order was taken.
● Server’s name.
● Table number.
● The number of covers.
● Seating positions.
● Know the numbering system for the chairs at each table. For Example,
chair number 1 at teach table is typically the chair closest to the door or
some other landmark in the restaurant.
● Always take the orders of children first, then women and then men.

2. When you are writing, you must ensure

that it’s:
● Neat and clear.
● Write the order of for the in char no.1 on the first line of the order form.
● Readable.

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● Accurate.

3. Setting up the order pad:

● Split the order pad with a horizontal line through the middle.
● Write the orders in the corresponding places on the order pad.
● Beverages in the upper half of the order pad.
● Food items in the lower half.
● Do not forget seat numbers.
● Be familiar with the hotel’s list of abbreviations used.
● Always take the orders in a clockwise pattern.
● Always stand up straight as you take orders.
● Do not rest the order pad on the table.
● Look at each guest when he or she is ordering.
● Watch for any hesitation in making a decision and offer suggestions if
required.

4. Writing down Food orders:

● Server courses in the following order, unless guests request a different
order.
● Appetizers / Cold starters.
● Soups.
● Hot starters.
● Salads.
● Main course (for red meat, don’t forget to mention the cooking point).
● Starches (if there is a choice to be made between. e.g. French fries,
rice, pasta, etc.)
● Cheese.
● Dessert.
● Cordials.
● Coffee.

5. Writing down Beverage orders:

● Apéritifs
● White wine

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● Red wine
● Sodas
● Mineral water
● Coffee orders are taken at the very end of the meal.

6. Check order:
● All requests have been entered.
● The number of items entered should correspond to the number of
guests.
● Check with the chef or your supervisor if the order is not being prepared
in a reasonable amount of time.

7. Other Points to note while taking orders:

● Don’t make the guests wait without an explanation for any delay in
service.
● Take the help of another server in case you are busy at the time of food
pickup.
● Each guest at a part or table should be served at the same time.
● Make sure you know the items on the menu and the beverage list.
● Some guests may request that an item be prepared in a way not listed
on the menu.
● Write all special requests or preparation methods clearly and pass this
information to the kitchen.
● For any special requests that you are not familiar with please cross-
check with the chef before confirming with the guest.
● Repeat each completed order to the guests, especially if there are
special requests, preparation methods, or services requested by the
guests.
● Use standard abbreviations that are logical and clear for all staff to save
time in order-taking.

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How To Serve Mineral Water in

Restaurants, Hotels, Coffeeshop?
Purpose of this SOP: Serving mineral water the right way is as important as any
other step in guest serving and demonstrates professional quality.

1. Preparation for Serving Water:

● Make sure your hands are clean and dry.
● Make sure you are acquainted with the offer of mineral water.

2. Select water:
● Choose the correct type of label as per the guest’s order.
● Make sure the bottle is at the right temperature, dry, and clean.
● Use a beverage try to carry bottles up to 750ml.
● Carry larger bottles by hand.
● Position glasses on the tray if required.

3. Walk to the table for serving water:

● Always walk to the guest table with a smile.
● Always walk steadily.

4. How to Pour water for guests:

● Open the water bottle in front of the guest.
● Serve Ladies & older gentlemen first.
● Make sure the bottle does not touch the glass.
● The label is up and in the palm of your hand.
● Clockwise motion around the table.
● Pour slowly and carefully.
● Fill the glass to 3/4 full.
● Finish with a ¼ twist of the bottle to catch the last drop.
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● Position the bottle on the side table, label facing the guests.
● Refill glasses in a proactive way (don’t wait until the guest asks for it).

5. Leave the table after serving water:

● Always leave the table with a smile.
● Ask if the guests need something else.
● Don’t mix the remaining water in several bottles.
● Use the remaining water in bottles for flowers or the coffee machine or
depending upon the hotel’s policy use for any other water recycling
process.

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How To Serve Soft Drinks to

Guests?
Purpose of this SOP: Serving soft drinks the right way is as important as any other
step in guest serving and demonstrates professional quality. The order taker should
carry a pen and a writing or order pad.

1. Preparation for Serving Soft Drinks:

● Make sure your hands are clean and dry.
● Make sure you are acquainted with the offer of soft drinks.

2. Selecting soft drinks:

● Choose the correct type of label as per the guest’s order.
● Make sure the bottle is at the right temperature, dry, and clean.
● Use a beverage try to carry bottles up to 750ml.
● Carry larger bottles by hand.
● Position appropriate glasses on the tray if required.
● Take ice cubes along with the soft drink.

3. Walk to the table for serving soft drinks:

● Always walk to the guest table with a smile.
● Always walk steadily.

4. How to Pour soft drinks for guests:

● Always open the soft drink bottle in front of the guest.
● Serve Ladies & older gentlemen first.
● Make sure the bottle does not touch the glass.
● The label is up and in the palm of your hand.

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● Clockwise motion around the table.

● Pour slowly and carefully.
● Fill the glass to 3/4 full.
● Finish with a ¼ twist of the bottle to catch the last drop.
● Position the bottle on the side table, label facing the guests.
● Refill glasses in a proactive way (don’t wait until the guest asks for it).

5. Leave the table after serving the soft

drinks:
● Always leave the table with a smile.
● Ask if the guests need something else.
● Don’t mix the remaining soft drink of several bottles.
● Empty the soft drink bottle into the drain and place the glass bottle back
on the appropriate rack.
● For plastic soft drink bottles, the empty bottles should be put into the
recycle bin

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How To Serve Fresh Fruit Juice?

Purpose of this SOP:

An Increasing number of guests currently seek out healthier food and beverages,
and freshly pressed juice has filled an important role in the beverage menu. Serving
fruit juice the right way is as important as any other step in guest serving and
demonstrates professional quality.

1. Prepare for serving the fruit juice:

● A beverage tray.
● A clean tray cloth.
● Clean and correct glassware.
● A coaster.
● A straw.
● For serving fresh lemon juice: a saucer, a coffee spoon, still water in a
jar, and sugar.

2. Placing the glass on the tray:

● The serving glass should be clean, dry, cold, and well-polished.
● The fresh juice is prepared as per the hotel’s standard and poured into
the glass without staining it.
● Straw is served in a sealed paper packet.
● For serving lemon juice, place the coaster on the saucer, put the glass
on the coaster, put the spoon on the right side of the saucer, handle in
the 2 o’clock position, and put the water jar on the tray.

3. Serving fresh fruit juice:

● Always serve ladies first!
● Always serve from the right-hand side.

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● With your right hand, pick up the coaster and place it in the 2 o’clock
position of the guest.
● With your right hand take the glass by the base & place it on the coaster.
● Put a straw to the right of the glass.
● While serving lemon juice, take the saucer with glass and place it in the
2 o’clock position of the guest, making sure the spoon does not fall.

4. Leaving the table:

● Please enjoy your fruit juice (mention the juice name), sir/madam.
● Make sure you bring the right fresh juice to the right table.
● Don’t mix fresh juice with convenience juice.
● Don’t throw unused packed straws away those can be reused if not
stained.
● Once you have served and are on your way back, pick up empty
glasses from other tables and/or take new orders.

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Standard Operating Policy – SOP Tea

Service:
Note: Before serving desserts, waiters must always first ask the guests whether they
want tea to be served after the meal.

Tea SOP Stage 1: Preparing the Tea for guests.

● Heat the milk and put it in a milk jug (use cold milk for Ice tea).
● Prepare a sugar bowl, milk jug, teaspoons, and tea saucers or Straw,
Stirrer, and Sugar Syrup on a tray.
● Brew the tea and pour tea into a full glass of ice in a long glass (For
iced tea).
● Place the sugar bowl/milk jug/sugar in the middle of the guest table.
(From the right side of the guest)
● Always remember to serve hot tea with cookies only.
● The cup handle must face towards to right-hand side and the teaspoon
must be placed in the right side corner.
● Announce the item name when serving the guest. “Mr. James, this is
your English morning tea.”
● Leave by saying “Please enjoy your coffee/ tea” and with a friendly
smile.

Tea SOP Stage 2: Equipment required for Tea and Coffee Service:

● Teacup and saucer.

● Tea strainer and spoon.
● Teapot, hot water jug,
● Hot milk jug.

Tea SOP Stage 3: Tea Service Procedure.

● After the guest is finished with the dessert, the waiter must immediately
remove all the plates and/or all the cutleries from the table.
● The teacup is placed in front of the guest on a small plate.

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● Milk and/or cream and sugar are placed in the middle of the table (one
set minimum for four people.)
● A plate of cookies or a slice of cake should be served on the small
plate.
● The tea is served with loose leaves (unless a tea bag is requested,
except herbal tea).
● The server should ask the guest if he wants his/her tea with a strong or
weak taste.
● Iced tea must be served cold, and hot tea must be served hot.
● Skimmed milk/ cream should be available upon request.
● White sugar and sweeteners should be served in teas.
● Sugar substitutes should also be available.
● All tea cups/ glasses must be clean with no marks, chips, or lipstick.

Tea SOP Stage 4: Tea Service Order.

The waiter must serve the coffee according to the following order:

● Female guests first.

● Work your way anti-clockwise.
● Host to be served last.
● Serve from the right side.
●

SOP Tea – Making Tea with Electric Kettle

Equipment and consumables required for making Tea with Electric Kettle:

Required consumables for making tea:

● Any brand of tea bags

● Potable Water
● Semi-skimmed milk

Equipment required for making tea:

● Kettle
● Mug
● Teaspoon
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Procedure for Making Tea with Kettle

1. Always take care during the tea-making process as hot water can cause scalds
and burns.

2. Put the required amount of water in an electric kettle and switch on to boil.

3. Place the tea bag into the tea mug.

4. As soon as the water in the kettle has boiled and the kettle has switched off
automatically.

5. Pour the required amount (200 ml) of boiled water into the mug.

6. Wait for about 30 seconds.

7. Using the teaspoon, stir the tea with the tea bag still in the cup using an
anticlockwise circular motion 20 times.

8. Using the concave part of the teaspoon, squeeze the tea bag firmly against the
side of the mug to squeeze out the excess water.

9. Remove the tea bag and dispose of it in the wet waste bin.

10. Check that the milk is within the use-by-date.

11. Measure out 20ml of semi-skimmed and pour into the mug.

12. Stir with the teaspoon to mix in the milk.

13. The tea is now ready to serve.

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