Volume 3: Food & Beverage Operations

Welcome to the Subject of Food & Beverage Operations

Unit 1 - The Role of F&B and Types of Restaurants

Unit 2 - Restaurant Layouts and Equipment
Unit 3 - Restaurant Organizational Structure and Personnel
Unit 4 - Hygiene and Nutrition
Unit 5 - Introduction to Menus

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Welcome to the subject of Food and Beverage Operations.

Service as a career . . . and a lifestyle!

Restaurant service in Sri Lanka is perhaps, not thought of as a glamorous or highly

sought-after career. There are many reasons for this status. In the days when tourism
started in Sri Lanka, this trade was heavily sought after. However, the opening up of
the economy and the development of other economic sectors led many young people
to seek employment in sectors that are less demanding. But it must be pointed out that
this is a trade where promotions and advancement is rapid and depends mainly on
one’s performance at work.

The ‘service industry’ is meant to describe all industries that sell or provide a service
rather than a product. While hoteliering is a good example, other service industries in
Sri Lanka include banking, insurance, health sector etc. Hotel sector, and its
restaurant sub sector, can be described as a core ‘service industry’ as we really ‘serve’
others when it comes to our profession.

If you have chosen a career in service you will probably work on a schedule that is
different to most other people. It is not a 9 – 5 job. You will most probably work
weekends and holidays. Hotels and restaurants are the busiest at weekends and
holidays. We work, when most others have their leisure and off time.

Restaurant service does have its own advantages. It’s not a routine or boring job at a
desk. Every minute of your time is different. You get to work in the most pleasant
surroundings, in the most pleasant areas. Hotels and restaurants have the best décor,
best working surroundings compared to most work places in Sri Lanka. You get to
meet the most interesting people every single day of your work.

As far as work satisfaction is concerned it’s instantaneous. You know it when your
work is good. When your guests leave you already know when you have performed
your work well. You can be proud of the good work you have done every hour of
your work day. You will also reap good financial rewards. The service charge and tips
make up the most part of the financial rewards. It’s not unusual to have a service
charge that’s more than the average salary of most people.

This block on F&B Operations is organized into several lessons. Please read through
the lessons carefully. Do get into the habit of using a dictionary – not only for difficult
words but also to refresh your memory on exact meanings of known words. Try the
self assessment questions at the end of each session, and re read the lessons after
answering the questions. Such repeat reading would enhance your understanding of
the contents.

These sessions are mostly stand alone. However, a technical visit to a hotel and/or a
hotel training institute is suggested as a vital part of your training and education.

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UNIT 1
_____________________________________________________________________

THE ROLE OF F&B AND TYPES OF RESTAURANTS

Contents
Introduction
1.1 The Role Food & Beverage Operations and its Importance
1.2 Types of Restaurants
1.3 Restaurants in relation to other Departments in a Hotel
Self Study [Home]

Objectives
We will discuss the role of the food and beverage department in relation to the
other departments in a hotel. Remember here, that the main products that are sold
by a hotel are rooms and food and beverage. In this sense, the food and beverages
department and the front office/reception acts as the sales departments, and the
Kitchen and Housekeeping departments as production departments.

Introduction

Food and Beverage reflects the image of the hotel more than any other department.
Rooms are quite standardized in hotels and it is the Food and Beverage operation,
which makes each of the hotels different from one another. The food and beverage
operation is where one finds the most amount of guest/staff contact. Thus the service
standard of a hotel is judged primarily through its food and beverage operations. Food
and Beverage makes or breaks the reputation of hotels. The image of the hotel is
based on what the guest sees, and the most noticeable aspect for residents as well as
the non residents’ is the standard of food and beverage operation.

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The Food and Beverage operation is more complex and important than any other
service provided in a hotel in the context of obtaining publicity and creating an overall
image. People want to stay in hotels providing good food. In hotels likewise it has
been the food more than anything else that has created hotel and hoteliers reputation.
[top]

1.1 The Role of F&B Operations and its Importance

Through most of the first half of the 20th century Food & Beverage occupied a minor
position of importance in the minds of many hotel operators. In some cases it was
treated as a necessary evil - “A service to be available in case some guest should
desire it”. From an economic standpoint it was important to attempt to break even,
with emphasis on the rooms, because this was where the money was. As long as one
could fill the guest rooms, the profit figures of Food & Beverage was relatively
unimportant.

The concept changed gradually towards 1960’s. Hoteliers started wondering whether
there were profits to be made in Food & Beverage. The answer appeared to be
affirmative. After all restaurants, whose only source of income was Food & Beverage
sale, had made profits for years. Even in big cities, where eating out has been famous
for many decades, hotel restaurants were often considered as too expensive. Most
hotel guests too used to go to individual restaurants in big cities instead of patronizing
the hotel Food & Beverage outlets. Improving profits and standards, cutting down
costs, and marketing the Food & Beverage outlets in five star City hotels seemed
extremely difficult. In fact it is still a difficult task.

It was established that the limited managerial ability of the traditional Catering
Manager, Head Cook and the restaurant Head Waiter who came up the ranks, seemed
to be insufficient to face the new trend and demands of the Food & Beverage
operations, which indicated high complexity in all the aspects. The concept “Food &
Beverage Manager” combining the management skills with the technical know how
proved to be a satisfactory alternative. This new concept was accepted by leading
hotels all over the world. Today the F&B Manager, who coordinated all operations

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relevant to F&B activities from purchasing up to billing stage, has become an
accepted feature of the majority of hotels.
[top]

1.2 Types of Restaurants

In many large hotels today there are several Food and Beverage outlets featured for the
convenience of guests. These often include a restaurant offering an elaborate menu based on
continental cuisine as well as specialty restaurants, often a Grillroom, Coffee shop, Night
Club or a Discotheque. We also see a variety of Restaurants such as National, Specialty and
fast food serving units.

Categorization can be broadly based on the type of food served, its standards and the
type of restaurant.

Coffee Shops

Most modern hotels have incorporated the American style coffee shop for Breakfast, Lunch,
Dinner and any other snack meal. Usually a coffee shop in a hotel is situated closer to the
lobby area, where the guests access in a hurry. Décor will be very bright and colorful. A quick
service is offered. Mostly it is the plated service, which is practiced. A coffee shop is
normally opened round the clock [24 hours].

The type of food offered in a coffee shop needs minimum time for preparation. There will be
an a’la carte menu throughout the day together with a table d’hote menus/buffets for
Breakfast, lunch and dinner (we will discuss these terms in details a bit later on in the unit).
Mostly patronized by business clients who need a snack in a hurry and those who work in and
around the city location.

More recently, some big hotels have introduced different theme nights featuring the specialty
cuisine in coffee shops, such as Sri Lankan night, BBQ night, Seafood night etc.

International food festivals/promotions organized by some 5 star hotels are sometimes held in
coffee shops.

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Pool Side Terrace Snack Bars

Found in open areas around swimming pools meant for relaxation and leisure. Mainly snack
type of food and beverage offered.

Fine Dining Restaurants

The genuine continental style of cuisine confined to the higher-class restaurants. These restaurants
usually attract affluent class of guests who are high up in the social ladder. All details with regard
to food, beverage, service, décor, equipment, lighting etc. will be given the finest care as possible.
Therefore, we call them as Fine Dining Rooms/Restaurants. A traditional feature in this type of
restaurant is the usage of authentic ingredients and an elaborate menu to go with it. An extensive
wine list with a fine range of wines is usually found here.

Supper Clubs

These are exclusive food and beverage outlets somewhat similar to night clubs as they
provide live music for dancing with a small dance floor. As far as food is concerned these are
much more elaborate than a night club. As far as the quality of food, its selection and the
service is concerned supper clubs are closer to the fine dining standards. There may also be a
well stocked bar where guests could sit at the counter and consume drinks.

Grill Rooms

These specialize in meat dishes such as grilled steaks, chops etc, and mainly operate during
dinner time. Usually a salad counter is available where guest can pick up their salads of
choice to go with the meat dishes chosen. These are exclusive restaurants with exclusive
service and wines.

Residential Clubs

These clubs usually offer an exclusive membership within a hotel to its resident guests as well
as outside guests. These usually function during set times of the day or night according to the
needs of guests. An elaborate menu and a beverage choice are offered. The member guests
may keep their own bottle in the bottle bank/safe in the club.

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Night Clubs

These are operated during night, and usually feature a live band or a DJ that provides music
for dancing. There could be guest artists or special entertainment. The food service method
will depend on the type of menu offered. Most nightclubs offer snack type of a menu with an
elaborate beverage choice. It will have a well stocked bar with a full range of liquor. The
decor is dark in color and mostly dim mood lighting.

Discotheques

This is a place where the music for dancing is provided by a disc jockey, which would be
prominently placed on a higher location with a wide selection of records around him. There is a
dancing floor with an illuminated floor with dim lighting provided for dancing. Generally food is
not promoted much. It would have a well stocked bar probably with a sit-down counter around it.
Young people who are attracted by the kind of music provided generally patronize it. The décor is
generally of contrasting colours. Furniture and fittings are generally of the less expensive types due
to rough usage that it could be subjected to.

Specialty Restaurants

These are restaurants where a particular food specialty is featured. They may be Sri Lankan,
Chinese, Indian, French, and Seafood etc. The authenticity of the specialty featured is of
utmost importance and often the staff employed, particularly in food preparation is from the
country of origin of the specialty or experts in that branch of cuisine.

Ethnic Restaurants

In modern times, it is now becoming possible to eat food based upon the specialties of almost
any country. This could be due to the fact that big cities in the world have become
increasingly cosmopolitan and also due to the increase in world tourism. These restaurants
specialize in serving typical food of that country through the style of décor and service
offered.

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 Chinese Restaurants

These are very popular throughout the world. Emphasis has been laid out mainly on the
food angle with a variety of dishes. There are some very fine first class Chinese restaurants
where décor, food, service and standards match performance of any other ethnic restaurant.
The reason for the above statement is due to the fact that the ever increasing number of
Chinese restaurants have sprung up mainly on commercial basis and neglected standards.

Italian Restaurants

These evolved from the pasta restaurants and now specialize in all types of Italian
food. The distinctive style of service, often characterized by family type co-operation
has probably been as big a factor in their sustained success as any gastronomic
reputation. Service is given to please and is generally cheerful and swiftly attentive.
An authentic pizza oven made out of bricks and visual cooking in front of the
customer are the new trends seen.

Other ethnic restaurants such as Japanese, Korean, Thai, German, Indian, Greek are
also becoming very popular and gives the public a chance of having a variety as well
as chance of tasting food of different nations and also being briefly introduced to the
traditions and the customs of that particular nation through the service, décor and
atmosphere in the restaurant.

Banqueting

Other than the normal food and beverage facilities offered by a hotel, all the private functions
such as weddings, luncheons, dinners, dancers, cocktail parties, conferences, meetings etc. are
held in the banqueting areas. Service will vary according to the type of the function.

Banqueting in a large hotel is a vast and specialized operation, as it would cater to a large
number of guests. There may be a number of banquet areas found in a large hotel, such as
ballrooms, smaller function rooms, boardrooms and meeting rooms to cater to various
functions.

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Out Side Catering

A food and beverage operation, which is done in premises outside the hotel, is called as this.
This is usually handled by the banqueting department. A specialized transport system to carry
food, equipment, and staff is an important part of this operation.
[top]

1.3 Restaurants in Hotels In Relation To Other Departments

Again, when one looks at the food and beverage operations from a point of view of
the total hospitality industry, we need to look at how it related to other departments in
a hotel. However, keep in mind that there are stand alone restaurants (That are NOT a
part of a hotel), and their operation does not have to relate to departments in a hotel).

Restaurant & bar operation in a hotel largely depends on many other departments for
its effective and efficient functioning. Therefore the smooth coordination amongst
these departments is vitally important.

As the name suggests the food & beverage department comprise mainly of

Food Production Department – produces food

Food Service Department – sells food

The Reception will distribute the House Count to the restaurant. This will give the
restaurant an idea of how many people are staying in the house, indicating a possible
number of guests to anticipate for a meal. This is especially useful in a resort. The
information found in the House Count are – The number of guests in-house, Double
occupancy, Name of guest, duration of stay, Meal plan, Special likes or requests by
guests. This is a guideline for the restaurant indicating to whom credit facilities are to
be extended, what number is expected to dine at the restaurant, who are entitled to
meals etc.

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In computerizing hotels this information is usually available to restaurants via the
computer. In this instance it would be the responsibility of the restaurant cashier to
check credit facilities. It is the responsibility of the restaurant staff to hand over the
duly signed credit bills to the reception/restaurant cashiers without delay. A delay
could result in the guest checking out of the hotel without the bill being settled.

The Housekeeping Department carries cleaning of the restaurant and bar areas.
(Polishing of floors, vacuuming of carpets, cleaning of window/door panes etc.) The
linen room – which is a sub department of the housekeeping department will issue all
linen required for the restaurant (tablecloths, slip cloths, napkins etc.) as well as staff
uniforms. It is a must to keep in mind to avoid misuse of linen and uniforms at all
times. The linen room will also depend on the restaurant to return soiled linen on time
depending on the policy of the hotel. Handling of floral arrangements too is the duty
of the housekeeping department.
[top]

Self Study

1. List four types of restaurants and describe them in your own words.
2. Read 5 – 10 advertisements for restaurants in the Sri Lankan newspapers. Try
to ascertain the restaurants advertised by type.
3. Why is it important for the food and beverage department to liaise closely with
other departments in a hotel? Write a short paragraph.
4. Re – read the lessons, correct your answers if necessary.
[top]

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UNIT 2

RESTAURANT LAYOUTS AND EQUIPMENT

Introduction
2.1 Restaurant Equipment
2.2 Heavy Equipment
2.3 Glassware in Restaurants
2.4 Table ware
2.5 Chinaware in Restaurants
2.6 Restaurant Linen
2.7 Importance of equipment hygiene
Self study [Home]

Objective
Now that we have an idea of the role of the food and beverage department and
restaurants in the overall tourism and hospitality industry, let us start looking at the
restaurant in detail. We will start the basic layout of a restaurant and then the
equipment found in a restaurant.

Introduction

Of course there are no ‘typical’ restaurant layouts. The layout of a restaurant will
depend much on the type of restaurant and the levels of service offered. Some of the
main factors that influence the layout of a hotel are;

What type of a restaurant is it – the operation, and in turn, the layout of a

deluxe restaurant will differ much from a fast food restaurant. For example a
fine dining restaurant may have more seating and floor space per guest than a
fast food restaurant.

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 What type of service is in operation – A restaurant serving buffet style will
have a different layout than a restaurant having full service.

What type of guests frequent the restaurant – Different clients may look for
different types of dining experiences. So the restaurant needs to cater to the
types of clients they are aiming at.

The location – The layout and design of a city restaurant will differ from a
resort restaurant.

Architecture and interior décor – This has a big influence on the layout of a
restaurant. Remember, that the important fact is that the layouts will differ
from one restaurant to another.
[top]
2.1 Restaurant Equipment

The types of equipment needed are small or large and will mainly depend on the type
of restaurant to be equipped. There are many factors to be considered when selecting
equipment for a food and beverage service area.

1. Flexibility of use
2. Type of service to be offered
3. Type of customer
4. Design
5. Colour
6. Durability
7. Ease of maintenance
8. Stackability
9. Cost & funds available
10. Availability in the future
11. Storage
12. Rate of breakage
13. Credit facilities extended

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 14. Discount offered
15. After sales service
16. Availability of spare parts
17. Finis
18. Eye appeal
19. Satisfy safety requirements
20. Material it is made out of
21. Productivity
22. Trends in the future
[top]
2.2 Heavy Equipment of a Restaurant

The heavy equipment in a restaurant comprises mainly of furniture and trolleys or wagons.

Side Station

Side station is also referred to as SIDE BOARD or DUMMY WAITER. It is a

cupboard used to store equipment (cutlery, crockery, glassware, silverware, linen and
other small material) needed by restaurant staff for the smooth operation during a
meal service.

The number of side stations found in a restaurant would vary with the number of
covers. Generally each station would have its own side station.

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A combined Open & Close Side Station

The design of side boards would vary from one restaurant to another depending on the
type of operation, décor etc. It is essential that the side board is of minimum size so that it
does not take extra space which could be used to seat more guests. The material used for
the side board should complement the overall atmosphere as this equipment is situated in
guest view. The size/design usually depends on the following factors.

The style of service and menu offered.

The number of service staff working from one side station.
The number of tables to be served from one side board.
The amount of equipment it is expected to hold.

The height of the side board should not exceed 4’ for the ease of usage of the top. The
depth should not exceed 2’. Length would depend on the above factors.

The work surface should be made of heat resistant/washable material. In certain side
stations electric hot plates are fixed on to the work surface – in which case the hot
plate top should level with the work surface. The top drawers are used to hold cutlery.
Each drawer should be partitioned for different types of cutlery and lined – preferably
with felt to prevent scratching of cutlery whilst removing. The cupboards/shelves
should be lined with kitchen paper before placing any equipment. There could also be
provision to hold dirty linen in which case it would be in the form of a bin with an
automatic closing lid. Some side stations would be fixed on to castors for mobility.

There are two main types of side stations; each has its advantages and disadvantages.

1. Close cupboard style requires much opening and closing of doors during
service, and it requires more space. It does not however expose its interior
to the guest and it is more complementary to the décor of the room when
not in use.

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 2. The Opened shelves style facilitates the service but at all times it should
be maintained neat and tidy as this is in guest view.

It is the duty of the entire restaurant brigade to clean and stack the side board before
commencement of a service shift. The Station Head Waiter/Captain would be in charge.
During the shift it is the duty of the staff working from the side station to keep it tidy.

A well equipped side station saves many trips to the kitchen. Extra plates, glasses etc.
can be brought on return trips from the kitchen and the side station could be re-
arranged and re-stocked while the server is not engaged in serving the guests.

The equipment would vary but as a rule the side station would have the following

Menu Cards Server Check Pads Ash Trays

Folded Napkins Doilies – Coasters Tooth Picks
Condiments Cutlery Crockery
Glassware

Carving Trolley

Found in exclusive fine dining class restaurants. It could be one of the expensive items
depending on the type and design. As such great care should be taken in maintenance and
usage of this trolley to ensure that it functions correctly.

As other trolleys this too enables staff for suggestive selling as the food to be sold is
brought to the guest for his selection. The trolley has a container to hold hot water,
under which a spirit lamp is placed in order to keep the water hot. There is a steam

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outlet in the water container, which should at no time be covered or blocked for safety
reasons.

There are usually places for containers for accompanying sauces. The shelf is used to
carry plates and other condiments. On the side of the carving trolley a place to place a
plate is found for ease of service.

Flambe Wagon

A flambé wagon is used for flavoring and

flaming food in front of the guest in luxury restaurants. In this type of food
preparation the aim is maximum eye appeal. The flambé wagon consists of a heating
device – which helps to flame dishes, drawers for cutlery, a compartment to hold
bottles of liquor and a shelf to hold other necessary items. The heating would be with
the aid of methylated spirit or gas. The flambé wagon is fitted on castors in order to be
wheeled around the restaurant.

Pastry Trolley

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A trolley used to hold and carry pastries and sweets offered as desserts in a restaurant. It
has a transparent top so that the food is visible without opening. It also has provision to
hold cutlery and crockery that is required for the service of the item available.

Salad/hors d’oeuvre trolley

This trolley is used to display and serve salad from. Like for the pastry trolley it comes
with a transparent cover. The main container is made with the provision to hold ice, and
the salad ingredients are placed in containers (Ravieres) and placed on ice.

This enables in retaining the freshness of vegetables for a long period of time.

Gueridon Table

This is a cart or small table, same height as the guest’s table, fitted with castors for easy
moving aground. These types of tables are used in luxury restaurants where gueridon
service is practiced. In this type of service the meal is served by, the waiter operating from
the gueridon table.

Liquor Trolley

Used in luxury restaurants to present liquor and mainly liqueurs to guests at the table.

Mechanical Equipment in a Restaurant

Rechaud

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A device used to keep food platters warm in restaurant. There are heating plates with
suitable stand on which food platters are kept. The pre heated heating plates gives off
heat for a while, keeping the food platters warm during service.

Rechaud comprise of rectangular steel heating plates, which could be inserted into a
steel casing. The casing has an electrical heating device operated with a thermostatic
temperature control and a pilot light.

Plate Warmer

This is an electrical device used in the restaurant to warm up plates to serve warm food.
Like the rechaud this too comes in different capacities – 12, 24, 36, 60 plates etc. The
casing has an electrical heating device operated with a thermostatic temperature
control and a pilot light. Plates are placed inside the plate warmer as a part of the pre
preparation of the restaurant operation and the heating device warms the plate up to an
acceptable level. The plate should be warm enough to keep food warm but not hot
enough to burn a guest accidentally.

By raising the top of the plate warmer, an automatic slide unlocks two vertical
openings, thus creating easy access to plates. The plates should be thoroughly
cleaned and wiped before placing in the plate warmer.

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Hot Cupboard

This is the counterpart of the plate warmer to warm other service equipment of Platters,
Tea Pots, Coffee Pots, Milk Jugs, Tea & Coffee Cups etc.

This equipment is mainly found in the food pass of the kitchen. It too like the plate
warmer has a thermostatic temperature controlled electrical device. Modern hot
cupboards have hot air circulation fans for even distribution of heat.

Other Mechanical Equipment

Ice Maker

Large industrial grade ice makers that makes, and stores ice cubes for use in a
restaurant. The capacity would depend on the size of the restaurant and the demand.

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 Refrigerators

Industrial refrigerators that are more durable than household equipment and are
designed to withstand frequent opening/closing.

Bottle Coolers

Can be either display type where the bottles can be seen by guests, or the storage type,
which are usually chest style in design. The latter are located mostly behind bars or in
service areas.

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Blenders & drink dispensers

Again, industrial models than are heavy duty and can make or store large amounts of
juices at a time.

Coffee Makers

There are two main types in operation.

Cona machine – as shown in the first fig. A coffee percolator with a (usually)
glass jug that can be kept warm on a hot plate that’s a part of the machine.

Expresso Machine – the 2nd fig. An espresso is a small, concentrated coffee

beverage, served in a demitasse (small coffee cup) cup. It has both a liquid and a
foam element. It is made on a specialized machine that forces hot water through
finely ground coffee that has been compacted that leaves a foam layer on the
coffee.
[top]

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2.3 Glassware in Restaurants

It must be noted that glassware also contributes to the appearance of the table and the
overall attraction of the restaurant. There are many patterns of glassware available for
selection. Except in certain Special Restaurants or high class establishments where
Colored Glassware or Crystal-ware is used hotel glassware is usually plain but varies in
shape and size.

The commonly used glassware are

Water Glass Red Wine Glass White Wine Glass Champagne tulip

Champagne saucer Beer Goblet Beet Mug Beer Pilsner Glass

Old Fashioned
Glass Juice Glass High Ball Glass Cocktail Glass

Martini Glass Sherry Glass Liqueur Glass Brandy Balloon

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Care of Glassware

Glassware should be washed in a mild detergent and rinsed in mild soda solution (1/2
tea spoon to a gallon of hot water). It is advisable to rinse glassware in warm water.
Allow to dry and give a final buff dry with a glass cloth making sure that there are no
traces of soap. Most modern food and beverage service areas now have dish/glass
washing machines that washes and sanitizes glassware automatically.

Sort-out the glassware and store them on kitchen paper lined shelves. In storage, do
not stack on inside another. Line them up from the back of the shelf to the front with
the glasses turned over to prevent dust falling in. As for crockery it is advisable to
have the chinaware covered with a dry cloth to prevent dust and germs setting on
them. All glassware should be polished after they are washed and before being placed
in racks on shelves. One should use special glass cloths for polishing, that does not
leave lint on the surface of glass.

The alternative to this is the storage of glasses in plastic coated wire racks made
specially for the purpose of stacking and sorting glassware (these containers have
individual compartments for the storage of glasses).

Remember to use a clean glass for each drink/use. Using the correct glass for drinks is
very important. It will look better and professional, consistent, and the taste would be
better. Hot drinks should be served in warm glasses and cold drinks in cold glasses.
Always handle glasses by the stem or the bottom, and never the rim. The rim gets in
touch with guests mouth and it’s not nice, nor hygienic for that area to be touched.
This goes for all glassware, whether clean, dirty, full or empty. Remember that all
cracked or chipped glasses should be discarded immediately.

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 [top]
2.4 Table ware in Restaurant

The types and styles of tableware available are vast as each manufacturer competes to
create a unique style and design to market his product. These would be available in
various base materials. Gold, Pure silver, Plated silver, Steel, Stainless steel. These
are sometimes imitated in aluminum and plastic or melamine ware. The price range
too would vary according to the design and base material used. The type and the class
of the restaurant have to be considered in purchasing same.

Tableware could be divided into

Cutlery The cutting equipment used on the table

Flatware All forms of spoons & forks

Hollow ware These consist of items apart from cutlery and flatware made
with silver or stainless steel such as tea pots, milk jugs, platters,
sugar bowls, etc.

Meat\Menu\dinner Fork Dessert Fork, Knife & Soup

& Knife Fish Fork & Knife Spoon Spoon

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Common flatware & cutlery

Specialty Item

Oyster Fork
Grapefruit Spoon
Corn on the cob Holder

Table Spoon Cheese Knife

Fruit Knife & Fork
Tea, Coffee Spoon Pastry slice\ Server
Butter Knife Grape Scissor
Cake Fork Nut Cracker
Iced Tea Spoon Lobster Pick
Service Fork or Spoon Caviar Knife
Steak Knife & Fork Snail Dish, Tongues, Fork
Asparagus Tongues
Lemon Press

Care of Table ware

If corrosive food chemicals are not removed by proper soaking, washing and rinsing
procedure, table ware will loose its luster. Careful handling and cleaning of these
items would prolong the life and its luster.

Take particular care in removing items like lemon, vinegar, butter, ice cream, cheese,
milk and table salt directly after use. These items could cause corrosion if left for too
long.

These could be pre soaked immediately after removing from the table. Use a mild
detergent in pre soaking. It is important that you use a plastic container for this

25
operation as the steel will scratch the tableware. NEVER USE ALUMINIUM as this
will result in discoloration on table ware.

Do not pre soak for a long period of time. Wash with a sponge or plastic wool. DO
NOT USE STEEL WOOL. Rinse in warm running water. Buff dry and sort the table
ware.

The ideal place for storage of cutlery flatware are in boxes or drawers lined with felt
to prevent items sliding about and becoming scratched. Hollowware should be stored
on shelves lined with kitchen paper.

Equipment Use

Asparagus Holder Use to hold asparagus spears when eating

Pastry Slice Used to serve portion of gateau
Oyster Fork Shellfish cocktail\Oysters
Pastry Fork Afternoon tea
Corn on the cob Holder Corn on the cob-one to peas each end
Lobster Pick Extract flesh from lobster claws
Butter Knife
Caviar Knife Has a short broad base used for spreading caviar
Fruit Fork\Knife Dessert-Fruit basket
Nut Cracker To break or open nuts
Grape Scissors To cut open or hold grape
Lemon Press Press wedge of lemon
Grapefruit Spoon Grapefruit halves
Ice cream Spoon Used for ice cream served in coupe
Sundae Spoon For sundaes and ice cream served in tall glass
Snail Tongues Used to hold the shell of snail
Snail Dish A round dish with two ears and six indentations
Snail Fork Extract flesh from the snail shell
Cheese Knife Cut and pick cheese off a cheese board
Skewers Used for kebabs
[top]

26
2.5 Chinaware in Restaurants

Crockery or Chinaware is an important item in the presentation of a restaurant table. It

must blend with the general décor of the restaurant. A hotel generally uses one design
and pattern of China but when a hotel has a number of different food service areas it
is easier from the control point of view to have a different design in each outlet.

Crockery could be divided as

Ceramic ware e.g. Coffee shop/hard warring

Porcelain ware Finer kind of ceramic/easily breakable

Fine Porcelain ware Expensive/Breaks easily.

Earthenware Toughened ceramic ware suitable to be used for

Cooking, e.g.clay pots of all types for rice & curry.

The common types of Chinaware used in restaurants are,

Side Plates 6” in diameter

Sweet Plates 7” in diameter

Fish Plates 8” in diameter

Meat/Joint/Menu Plates 10” in diameter

Show Plates 12” in diameter
Soup Plates Soup Cups/ Underlines
Tea Cups/ Underlines Coffee Cups/ Underlines
Salad Plates Egg Cups
Tea Pots Coffee Pots
Milk Jugs Hot Water Jugs
Sugar Bowls Butter Dishes

27
Care of Crockery

Washing up procedure is same as for Silverware.

Chinaware should be stored in shelves lined up with kitchen paper. Sort up according
to the type and store in piles of approximately two dozens. They should be stored at a
convenient height for placing on and removing from the shelves without fear of
accidents occurring. It is advisable to have the Chinaware covered with a dry cloth to
prevent dust and germs setting on.

[top]
2.6 Restaurant Linen

Restaurant table linen was traditionally woven in Damask. It has a better appearance
than cotton ones. They are crispier, smoother, have a natural sheen and better defined
folds but are of course more expensive. The double damask weave is used to create
patterns to add attractiveness to table linen. Today table linen could be brought in
various colors to suit the décor or theme of the restaurant. They come in various
finishes, e.g. Cotton, Polyester, Polyester-cotton, Handloom, etc. In hotels where there
are many restaurants, it is usual to have different colors of linen to suit individual
décor which incidentally also helps for ease of control.

28
Common linen found in restaurants

Table Cloths

Due to the various size differences of tables it is difficult to lay down a standard size
for the tablecloths. As a general rule, once the table is covered the fall of the
tablecloth should be touching the seat of the chairs or approx. 8” of fall from all sides.
Tablecloths come in various shapes Square, Rectangular, Round, Oblong to fit
different shapes of tables.

Slip Cloths

These are smaller size cloths as the name suggests slipped over the tablecloth in a diagonal
manner. It has two main functions;

1. Enhances the overall layout of the table

2. Prevents the tablecloth getting dirty through spills etc.

As for tablecloths is it difficult to lay down the size of the slip but generally 6”
(inward) of the tablecloth should be seen after placing the slip.

Table Napkins

These usually match the other table linen but in some cases they are in contrasting
colors. The standard sizes are 20”x20” or 16”x16”.

Tray Cloths

These are made according to the inner size of the restaurant and bar trays. They are
usually made with cotton - which is non slippery.

29
Waiters Cloth

They are generally made with cotton. It is used by the waiter to protect his hands and
uniform during service. It is approx. 20”x20” or 20”x24”.

Glass Cloth

It is used to wipe glassware hence it is a must that glass cloth is made with a lint free
material. Glass cloths are easily identifiable as “GLASS CLOTH” is printed in the
center. The sizes are same as the waiter’s cloth.

Buffet Frills

These cloths are used to frill the side of the buffet table. Mainly made with a shiny
finish cloth (satin), the length of these cloths are approx. 6’ – 12’ but could be longer
depending on the requirement. Present day buffet cloths come permanently pleated,
e.g. Silk, Chamois, velvet in printed and designed.

Gueridon Cloths

Many restaurants use slip cloths as the Gueridon cloth as it is approximately the same
size.

Dusters

Checked cloths of waiters cloth size used to wipe tables, chairs, Gueridon tables, side
stations etc. It should be noted that these cloths should not be used to handle service
equipment.

Moultons

These are thick cloths placed over the table before placing the tablecloth to deaden
noise and prevent the tablecloth slipping off the table. Moultons are slightly larger
than the table with a cord round, to firmly fit it onto the table. Originally, these

30
cloths were made with felt but due to the cost it is now made with thick handloom.
Present restaurant tables have the padded finish which eliminates the necessity of a
Moultons.

Place Mats

These are mats used in the center of the cover to protect the table. They are mainly
used on high polished tables with a decorated top. They could be made with cloth or
other material such as reed, paper etc. Even on a tablecloth, a place mat could be used
to enhance the overall appearance of the table.

Due to the high laundry costs and concern for high standards of hygiene tablecloths,
table napkins, tray cloths, Gueridon cloths and place mats could now be purchased
with paper as base material. These disposable paper products could be purchased
according to the class of establishment. They are produced in various qualities and
colors including printed ones.

Linen Control

Linen is perhaps one of the most costly items within overheads; therefore strict control is
very important. Restaurant is issued with the original stock of clean linen on receipt of a
requisition. This par stock depends on its individual requirement and operation.

The procedure of linen exchange is “Clean for Dirty”. That is when a dirty tablecloth
is given to the linen room it is exchanged for a clean one. This is the simplest method
of operation. After each shift it is the duty of the staff to bundle dirty linen. Napkins
are bundled in tens – nine are held and tied with the tenth. It should be noted to return
dirty linen to the linen room without delay.

Linen should be stored on paper lined shelves. They should be stored according to the
type making bundles of tens. This facilitates stocktaking.

31
If extra linen is required, e.g. special functions, it could be done so with a special
requisition duly signed by the restaurant manager and should be returned once the
requirement is finished.
[top]
2.7 The Importance of Equipment Hygiene

Here are some pointers about proper equipment upkeep and hygiene. We will be
dealing with hygiene in a bit more detail later on in the unit but as this is a very
important aspect of your work a small section is produced here for you to read.

It is essential that all food service personnel are aware of the fact that all foodservice
equipment must not only appear to be clean, but also be hygienically sanitized before
being used.

Points to remember,

• All equipment used such as glasses, silver, china must be properly washed,
rinsed and polished before being brought in to use, and must not be used if
chipped or cracked in anyway. Remember that chips and cracks can result in
injuries as well as they can harbor germs.
• All storage space for such equipment must be scrupulously clean.
• Refrigerators and other such storage space should be given special attention,
as these can become breeding areas for germs and bacteria.
• The correct items of equipment should be used for the service of Food (never
the hands.)
• All services and equipment used must be thoroughly cleaned and sanitized
after the service is finished.
• Any left over food must be stored in the correct manner.

Cleaning of small equipment

32
In most large hotels for cleaning small equipment such as cutlery, crockery and
glassware, various types of dish washers are used. Usually with the exception of bar-
type glass washer, cleaning is achieved by loading the items to be cleaned into a tray
on to a conveyor and subjecting them to jets of hot cleaning solution and rinsing water
as they pass through the machine.

Usually with most of these machines, provisions can be made to five distinct
operations, depending on the type of machine.

1. Pre-rinse with water and detergent at 40 – 50 degrees centigrade, to remove all

debris.
2. Wash with water and detergent at 50 – 60 degrees centigrade.
3. Power rinse with water at 70 – 80 degrees centigrade
4. Hot rinse with water at 82 – 100 degree centigrade
5. Air drying

Note that lower rinse temperatures are required for glass washing.

Hand Washing of Small Equipments

1. Remove the scrapes from cookery with the scraper.

2. Wash in water at 60 degrees centigrade containing a detergent.
3. Place in wire baskets and immerse them in water at 82 degrees centigrade for
at least 2 min.
4. The hot utensils will air-dry without the use of drying cloth
5. Both washing and sterilizing water must be kept clean and at the correct
temperature
6. As a rule all metal equipment such as cutlery should be scraped off of food
particles and grease and be immersed in hot detergent water immediately after
use. Then thoroughly clean with a hard bristle brush or soak until this is
possible, and then rinse in water at 77 degrees centigrade.
Equipment Storage and Service area

33
Remember that cleaned equipment must always be stored in thoroughly clean storage
area, may they be cupboards of shelves. When using them, they should be checked for
cleanliness. Every piece of equipment should have its own set position, and at all
times must be put back in their correct place, so that they are easily located when
required.

At the end of every service, the service area must be left clean and tidy. Work and
service tops must be wiped down with a damp cloth and washed with diluted
detergent if necessary. The floor of the work area must be swept and then washed.
Equipment should be locked away out of service hours, where possible, and an
inventory of equipment should be taken on a regular basis.

Food Poisoning

Food poisoning can be defined as an illness characterized by stomach pain and

diarrhoea and sometimes vomiting, developed within 1 – 36 hours after eating the
affected food.

• Food poisoning result when harmful foods are eaten. They may be harmful
because,
• Chemicals have entered foods accidentally during growth, preparation or
cooking of the food.

Bacteria

Bacteria are minute, single celled organism, which can only be seen under a
microscope. They are everywhere in our surroundings, and as most bacteria cannot
move by themselves they are transferred to something by coming into direct contact
with it.

34
Some bacteria can withstand high temperatures for long period of time (even up to 6
hours) and on return to favorable conditions they continue to live normally. Most
bacteria are harmful and some are useful, for example, those used in cheese
production.

Basic sanitation Rules for Food Service Staff

• Wash your hands frequently with warm water and soup, especially after using
the toilet.
• Wear clean, fresh uniforms and comply with all recognized standards of
personal hygiene
• Do not use your uniform as a towel. Always have a towel.
• Always have a clean service cloth handy, but never use it on silverware and
dishes.
• Do not smoke while on duty. Never smoke in places where food is prepared.
• Never invert clean glasses over bottles of beverages. The bottle top will not be
sterile and contaminate the glass.
• When carrying or storing cups and glasses, invert them on the tray or shelf. Do
not stack the glasses to carry them, hold them by the stem or base.
• Never touch that part of a cup, glass or dish that will come in contact with the
guest food or mouth.
• Handle and store silverware so as never to touch any part but by the handles.
• Always provide yourself with a clean handkerchief or tissue to cover your
coughs and sneezes.
• Use a hair net or head band at all times while on duty. (Females)
• Never allow your finger nails to become too long, and keep them clean.
• Se sure that silverware is clean and spotless. Hold them by the handles when
you lay them in places or store them.
• Serve butter, cheese and cut lemon with a fork. Also serve relishes, pickles
and olives with a fork or spoon, not with fingers.
[top]

35
 Self Study

1. Look at the two layout examples given below; try to compare them and see
how they are different, or similar to each other.

36
1 List 5 types of glassware found in a restaurant and try and draw their shapes.
Refer back to the notes and compare the results.
2 What are the uses of the following cutlery items?

Menu Fork
Fish knife
Lobster pick
Grapefruit Knife

3 What are the sizes and uses of the following linen? Tray Cloth, Buffet Frills
and Moultons.
4 Write a short paragraph on why equipment cleanliness is important in Food
and Beverage Service.
[top]

37
UNIT 3

Restaurant Organizational Structure and Personnel

Introduction
3.1 Organizational Structure of a restaurant
3.2 Duties of a food and beverage service person
3.3 Attributes of food and beverage service staff
3.4 Social and Interactive skills required by food and beverage staff
Self Study [Home]
_____________________________________________________________________

Objectives
This unit deals with the people working in a restaurant. It will discuss the
designations found in a restaurant situation and their relationships to one another.
We will start with the historic, classical organizational structure of a hotel and then
look at some modern day versions to get a better understanding of the type of jobs
in a restaurant.

Introduction

It must be noted that today’s restaurants can trace back their origins to the 1700s in
Europe. History records that the origins of modern day restaurants can be traced to a
soup vendor in Paris, France who in around 1796 ran soup restaurants. They were
called restoratives, meaning a place to eat or restore oneself. The eating places
available before that were mostly taverns, where the most important product on sale
was beverages rather than food.

From those beginnings, restaurants grew to be more and more elaborate. Towards the
latter part of the 19th century, and early 20th century in Europe, restaurants were
elaborate and complex establishments serving discerning customers.

38
 Restaurant Manager
Directere de
Restaurant

Head Waiter
Maitre d’hotel

Wine Waiter Station Head waiter Carver

Chef de Vin Maitre d’hotel de Trancheure
Sommelier carre

Station waiter
Chef de Rang

Junior Station Head

waiter
Demi Chef de Rang

Asst Station waiter

Commis de Rang

Trolley asst waiter

Commis de Wagon

Cleaning Asst Waiter

Commis
Debaracheure

Apprentice
Apprentice

[top]

3.1 Organizational Structure of a Restaurant

The organizational structure of a restaurant has a lot of relationships to those hey days
of the restaurants. As such we take a look at the olden day’s classical restaurant
brigade and try to understand the different roles played by each individual worker,
which can be identified with modern day distribution of work in a restaurant.

Classical Restaurant Brigade (French terms are in italics)

General Duties of Personnel in the Restaurant

39
The number of staff in the restaurant and their duties depend on the size and the exclusiveness of
the restaurant. In a large restaurant, whether belonging to the hotel or a non-residential
establishment, the Restaurant Manager and a Head Waiter will be necessary for the smooth
operation.

Restaurant Manager (Directeure Du Restaurant)

In a hotel he will be responsible for a service area (Restaurant). Depending on the size of the
service area sometimes he would be responsible for more than one restaurant. In this instance a
Head Waiter would be directly in charge of each restaurant area. The restaurant manager is in
charge of all persons connected with the restaurant. His main duties would include maintenance of
standards, sales promotion, staff morale and staff discipline.

Head Waiter (Maitre d’hotel)

He is responsible for the smooth operation of a particular shift of the restaurant. His main duties
include – table reservations, supervision of pre-preparation of the restaurant, staff allocation,
briefing, maintenance of cleanliness standards, receiving and seating guests, VIP order taking,
supervision of service, bidding farewell to guests. The head waiter should have years of experience
along with public relations skills. He would also draw up the duty roster and maintain all restaurant
documents (Log book, Requisition book, Guest Comment Cards, Sales analysis etc.)
Station Head Waiter (Maitre d’hotel De Carre)/Captain

Responsible for the smooth operation of a section (Station/Rang) of a restaurant. He carries out
similar functions in his own area as those of the Head Waiter. In an emergency he would be called
upon to serve the customer. Depending on the size of the restaurant and the number of station head
waiters in the bridge he might be responsible for 2 or more stations. He would be assisted by
various junior staff depending on the number of seats to be served.

Wine Waiter (Chef Vin/Sommelier)

Takes orders for all beverages, but mainly, in charge of wine orders. In large hotels a wine waiter
is responsible for recommending and selecting wines. In such a hotel he may be termed as a wine
taster. He may have a commis to assist him. A wine waiter’s position in a restaurant brigade could
be in line with the station head waiter. He could be identified by his uniform, which includes a

40
long apron and wine tasting cup on a chain. Wine waiter may be also assigned to control and
supervise the work that is done in the cellar.

Carver (Trancheur)

Fine dining restaurants may have a carver who will attend to all carvings at the table. He
could be identified by his uniform which may be a chef’s uniform or a white jacket, black
bow tie and a white apron. In modern restaurants, this duty is carried out by a member of the
kitchen brigade.

Station Waiter (Chef de Rang)

He is in-charge of serving food and beverage to guests within his section. He could be one of
the senior waiters who is competent on all food and beverage services.

Junior Station Waiter (Demi-Chef de Rang)

This is a post usually found in the continent and in most hotels this post is eliminated. His duties
are similar to the station waiter.

Assistant Station Waiter (Commis de Rang)

There are several types of junior assistants who are called commis. They are responsible in
handing over the food orders to the kitchen and bringing dishes to various stations. They may be
asked to clear used cutlery and crockery from tables. They may be asked to serve only in an
emergency.

Trolley Assistant Waiter (Commis de Wagon)

A junior waiter or commis who is assigned to trolleys. His duties would be maintenance of the
trolleys (keeping in mind the correct temperatures) and replenishing all items for sale. He would be
called upon to push trolleys to various stations.

Cleaning Asst. Waiter (Commis Debarasseur)

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One of the junior commis in the brigade. Duties are mainly clearing used plates, bringing food to
the station and carrying heavy equipment. He holds the post only for a short period of early
training.

Apprentice (Apprentis)

In apprenticeship young waiters work up through the assistant post and even work in the pantry,
wash up and doing polishing work.

Modern Restaurant Brigade

Restaurant Manager

Hostess Senior Captain

Captain

Waiter/ Steward

Asst. Waiter/ steward

Trainee

[top]

3.2 Duties of a Restaurant and Bar Waiter/waitress

Job title :Restaurant and bar Waiter/Waitress

Department :Food and beverage

Reports to :Head Waiter / Captain

42
Job summary :Responsible for serving food and beverage to guests according to
prescribed service procedures.

Duties and responsibilities

1. Reporting for duty

1.1 To report for duty on time and in the manner specified, e.g. Well groomed, Clean
uniform, etc.
1.2 Smoking and the consumption of food and beverages [alcoholic and non-alcoholic]
during duty hours is strictly prohibited.
2. Sets table, spreads clean linen and places crockery, cutlery and glassware on the tables.
2.1 Sets table with clean crockery and polished cutlery and glassware ensuring that these
are spotless at all times
3. Assists Captain or Hostess by seating guests
3.1 Greets guests upon arrival with utmost courtesy and a friendly smile.
4. If no Captain or Hostess is available, presents menu to guests. If called upon, suggests
food and beverage items from menu and answer questions regarding their preparation.
4.1 Take note of host.
4.2 Present menu to guests [Ladies first]
4.3 Where called upon, take orders and suggests menu / drink items to guests, without
referring to the menu
4.2 Never force, or let it appear so, but help the guest in choosing their own menu as well as
trying to sell additional menu items.
4.3 Refer complaints if any, to the Captain, or other higher authority [do not ever argue with
guests.]
5. Places orders with the kitchen and collects prepared meals to be served to guests.
5.1 Gives order chits to respective kitchen for preparation.
5.2 Collects prepared meals and serves to guests taking into account swiftness of service
and Service procedures.
6. Requires familiarity with all the daily special and proper order-placing procedures
6.1 Must know the chef’s special, daily special promotions, etc, and all information
related to them.
6.2 Must know service procedures and presentation of these specials.
7. Refills all condiments and station supplies as assigned
7.1 Refills all condiments before leaving for the next shift or the next day’s service

43
 e.g. Sugar, Salt and pepper, Chili sauce, Tomato sauce etc.
7.2 Checks all cutlery and crockery and sees that these are clean and an adequate amount
placed in the proper drawers of sideboards
7.3 Ensures that all serving trays are washed regularly and clean during use.
8. Lost property
8.1 Should you find anything belonging to guests, this should be handed to the Captain or
restaurant manager immediately.
9. Divulging of hotel information
9.1 The hotel requires that you will not [either during or after your employment]
without the hotel’s written consent, divulge any information concerning the hotel
or any of its dealings, transactions or affairs which may come to your knowledge
during or in the course of your employment with the hotel.

10.1 To perform any other duties as assigned.

[top]

3.3 Attributes of Food and Beverage Staff

As a member of the food serving team one must understand and develop on certain human
traits to be a successful person in customer contact. These characteristics will help them
immensely for their self and career development. These will further help for the organization
to see happy customers where the waiter does exactly the right thing towards the guests and
therefore contribute to the development of the organization itself.

These attributes in turn could be categorized into three main streams.

PERSONALTY TRAITS
INTELLIGENCE TRAITS
ATTITUDES

Personalty Traits
This means a person’s distinctive character. Therefore it would vary from person to person.
But there are many traits under personality, which could be changed, developed or learned
according to the needs of the industry.

44
 Politeness/ Courtesy
Courtesy is one of the major requirements in our industry as such politeness, pleasing manners,
pleasant manner of speech (please, thank you, excuse me, sorry etc.) is of utmost important.

Good Posture/ Carriage

Some people are blessed with good posture, while others will have to acquire this. Good
posture will make working easier for a waiter as he is expected to stand and walk briskly
throughout his work period. Good posture would convey to the guest an impression of
professionalism.

Emotional Stability
A waiter or waitress should not show up their personal problems, likes and dislikes at
work be it with guests, colleagues or superiors. Therefore the ability to control emotions
such as sadness, hatred, anger, love, aggressiveness etc. is essential in any social
environment. An emotionally unstable person who is unable to control his or her
emotions may be socially insecure and may find coping with a service job difficult.

Sense of Humor
A waiter’s role in hotel may sometimes demand long hours of work, which is often tiring.
Should a waiter possess a sense of humour, he may find his work pleasant. A waiter who
is able to look at his own faults and mistakes with a good sense of humour will go a long
way in this business.

Even Temper

A waiter should always have an even temper. Sometimes even if the guest is wrong, he
should not try to argue and lose his temper. A waiter should always be in control of him
or herself.

Intelligence Traits

This is the mental ability to learn, understand and analyze his/her day to day work situations.

Common Sense
Lots of common sense is necessary for the job of a waiter. A waiter should gauge what is to be
done, how and why.

45
 Memory
The ability to recall events, ideas, theories, facts, faces, names and information. We may say
that anyone who can recall such information quickly and completely has a “good memory”.

Knowledge of Food & Beverage

A waiter must have a sufficient knowledge on all the items on the menu and the beverage lists
to advise and offer suggestions to the guest. He must know how to serve each dish correctly
with the correct garnishes and accompaniments etc. and the services of different types of
beverages in the appropriate glasses and at the correct temperature.

Power of Observation
A waiter should develop his powers of observation and improve his quality of work. He should
observe all requirements of customers, for example, should a guest needs water, the waiter
should fill the water glass without having to be asked.

Local Knowledge
In the interest of the guests a waiter should have certain knowledge of the area he works, so
that he may be able to advice on the various forms of activities taking place.

Attitudes

This is the way of thinking or patterns of behavior of an individual. Different people see life in
different ways. This is to a large extent predetermined by the environment in which a person
has been brought up, and to the influence to which he has been exposed to.

Loyalty
He/she should not run down co workers, his/her employer or any others for that matter.

Honesty
A waiter should always be honest in his work when he is dealing with both customers and
management. There should be trust and honesty in the customer, employee and waiter triangle
which will result in a pleasant atmosphere for work and will encourage efficiency and good
team spirit.

46
 Punctuality
Working in the tourism sector punctuality is of utmost importance. A person who lacks
punctuality shows lack of interest in work and disrespect to management.

Co-operation
He should always co-operate with his fellow workers and work as a team so as to get
maximum benefit to the establishment.

Sensitivity to Guest Requirements

A waiter should be sensitive to know a guest’s requirements before hand.

Tidiness
He should be tidy in appearance as well as methodical in his work. This not only increases the
efficiency of work but creates self pride on the job completed.

Admitting Mistakes
Rather than covering with false explanation one should admit a mistake if it has been made.
[top]
3.4 Social and Interactive Skills Required by Restaurant Staff

Food service staff members who wish to progress must attain certain standard of
social and interactive skills in dealing with guests. It is most important that the service
staff create a good impression on the guests. A word of advice here; remember that
the social skills differ from culture to culture. Most of the restaurants and hotels in Sri
Lanka are frequented by overseas visitors, who originate from different cultures. As
such they would expect social skills that may be different to what is prevalent in Sri
Lanka.

The provision of food and beverage services away from home forms a substantial part
of the activities of the hotel and catering industry, as it is characterized both by its
diversity and by its style.

There is not a single member of staff of a hotel whose behavior on the job does not
affect the final product, which of course is, service to the guest. In this context, the

47
interaction of the service personnel with guests becomes a vital part of the entire
operation.

What Are Social and Interaction Skills?

Interest in Guests

In order to maintain good business relationship with guests, the service personnel
must like people, and be willing to serve them. The person, who looks at every guest
from a positive point of view as a potential repeat guest, will obviously make a
success in his or her service career.

Human Responses

People dine at restaurants for a variety of reasons. Some prefer the atmosphere, others
favor special dishes. Perhaps they come from locations where they work or live.
In interaction with guests, however you will often find that not all guests are
courteous and nice in return. It will not be easy to be patient with such people.

The First Impression

The success of most businesses, and specially the restaurant business, rises or falls on
the first impression created in the minds of guests. These impressions are created,

• As a guest drives or walks up to the restaurant, by its outward appearance

• As he or she enters, by its atmosphere, cleanliness, odor and appearance.
• By his/her contact with the people operating the establishment, the hostess
or the manager who greets guests
• By his/her first contact with the person who is to wait on him/her.

If at this point, a feeling of welcome, good hospitality, and warmth has not been
created, then no matter how good the service or food may be, the guest will not be
induced to return. So smile, be courteous, be efficient, but above all, be friendly. Be

48
interested in your guests. You will be surprised at the satisfaction you get in return by
being courteous and friendly.

However, there is one ingredient that appeals to every one; it makes them feel that
their visit to their establishment has been something special, this special ingredient is,
how you interact with the guest.

It is not easy to clearly define reciprocal interaction. It is more than a just a smile on
your face, or a friendly greeting. Giving good service to your guests is also important,
but interaction goes beyond that. It is a way of thinking about how you treat another
person. Further, it ought to be a reciprocal act on each other, and an intellectual
feeling of cordiality with each other.

A human response to an interactive situation like smiling is a response to an internal

feeling. These good feelings are of great value to all humans the world over. When we
interact, we send messages through body language and through talking with other
persons.

Try to put yourself in your guest’s shoes, learn the proper vocabulary to their
conversation, words like “thank you, please, sorry” should be used whenever the
occasion presents itself.

Remember that a human response to the feeling of your guest is the heart of reciprocal
interaction. Good social interaction, with good service, keep your guests happy.

Tailor – making the service to individual guest

Make an effort to understand and tailor your service to the guest’s desire. If people
want to be left alone (lovers for example) let them be. Offer minimum service but be
available, in case they require any service.

Developing guest – pleasing personality

49
The service personnel must develop what is known as a “guest pleasing” personality.
Personality is not static and inherited quality that never changes. It can be developed,
trained and moulded. One should try to devote as much time and energy as to
developing and improving one’s personality, as one does to learning a trade or a skill.

A health personality can be recognized by traits such as,

• Friendliness
• Cheerfulness
• Self confident
• Tolerance
• Emotional stability
• Sense of humor
• Ability to take criticism
• Initiative
• Resourcefulness
• Energy and enthusiasm
• Dependability

Sensitivity to guest requirements

The food service personnel must see that the guests have all what they require and are
completely satisfied while they are in the restaurant. If the guest is comfortable in
his\her surroundings, then this is because of the warm and friendly atmosphere in the
food service area, and the team spirit amongst the service staff of the restaurant.

Sense of urgency

In order that the restaurant has the maximum amount of business over the service
period, with as high a net profit as possible, the service staff must develop a sense of
urgency in service delivery to guest.

The Benefits Derived from Good Social & Interactive Skills

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The maintaining of good social and interactive skills is reciprocal and mutually
beneficial to both service personnel and guests. The service personnel must realize
that the work they are performing in a restaurant is not an ordinary kind of work, but
an art, which not everyone can do. It is an art which has been developed over a long
period, and is still being developed.

The following points in particular, are the positive benefits to service personnel in
maintaining good social and interactive skills.

Cheerful attitude

A cheerful attitude is an asset to service personnel. It is infectious as one cheerful

person spreads cheer and goodwill wherever he\she goes. As a result, the work
atmosphere is pleasant and free of tension.

A cheerful attitude towards colleagues is an advantage because a waiter would then be

able to obtain the maximum co-operation and help from others. A person’s job
satisfaction comes from within oneself and depends on one’s attitude towards one’s
work. If a person has a cheerful outlook, any kind of work can seem worthwhile and
interesting.

Characteristics of Effective Food and Beverage Servers

Effective food and beverage servers:

• Arrive at work on time in appropriate uniform (unless they change into their
uniform at work)
• Practice proper personal hygiene
• Understand their basic duties and responsibilities and work together as an
integral part of the restaurant's team
• Can perform all required work tasks to the necessary level of quality and
quantity outputs

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 • Have extensive product knowledge about all menu items available
• Have a genuine desire to please the guests and are courteous and friendly
• Consider their work to be more than “just a job”
• Create effective working relationships with the restaurant manager and all
employees
• Think and act as if they are the “host” of the guests being served.
• Remember/use the names of guest “regulars” whom they serve.
• Make efforts to assure that each guest has a memorable dining experience.
• Anticipate and respond to the needs of their guests.
• Are proud of their appearance and personal grooming practices.
• Help other members of their restaurant team whenever possible.
[top]

Self Study

1. Draw a sample organizational chart of a modern day restaurant. Describe

in short the duties of the individual staff positions. Compare with the
lesson.
2. Re read the sections of the attributes of restaurant staff, and social and
interactive skills required by food and beverage staff. Remember that these
skills and attributes are relevant to the success of your personal life as
well. At this point and throughout your career and life, try to practice
these. Refer to these frequently till you get used to the requirements. But
actually practicing them is the best for self study. Remember, this is not
about learning something that’s highly theoretical, but mostly about
changing your own life style.

Try to practice your attitude and social changes with your family and
friends.
[top]

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UNIT 4
_____________________________________________________________________
HYGIENE AND NUTRITION

Introduction
4.1 Personal Hygiene
4.2 Environmental hygiene
4.3 Food Hygiene
4.4 Work Safety
4.5 Basics of Nutrition
Self Study [Home]

Objectives
Hygiene is a way of life. Not only at work, but also at home and in your own
environment one must learn to practice sound hygienic principles. To achieve this
end we will be looking at hygiene to know why hygiene practices are essential, and
to understand the cause of ill health resulting from failure to exercise sound
hygienic principles. Be aware of the need to have a healthy positive attitude and to
practice high standards of hygiene to the benefit of all including yourself,
customers, employees and employers.

Introduction

“Hygiene” could be defined as the practices and procedures essential to the maintenance
of health and quality of life. It could be divided as

1. Personal Hygiene
2. Environmental Hygiene
3. Food Hygiene
[top]

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4.1 Personal Hygiene

Which includes personal habits and practices related to an individual’s health and
wellbeing of his/her customers. All staff members should appreciate the need for personal
hygiene and know to maintain good health. It should be understood why those who are
employed in the food handling industry should acquire good hygienic habits and develop a
responsible attitude to hygienic practices.

Personal hygiene is important to food service personnel as their appearance and

presentation should be pleasant; to guests and co workers alike. Again, remember, that
personal hygiene standards practiced in Sri Lanka in relation to visitors culture may differ.
What we should strive to do is to strike the highest personal hygiene standards, in
whatever culture. This can become a very important factor, not only at work, but also in
your personal life in projecting the best image of oneself.

All humans carry both harmful (pathogenic) and harmless bacteria. Poor standards of
personal hygiene encourage the growth of harmful bacteria in and on oneself which in turn
will lead to disease in the individual, and transferring of bacteria to any thing or any
person coming into contact through direct or cross contamination. Good personal habits
and cleanliness could decrease the chances of bacteria growth and contamination. Persons
suffering from ill health and those who are not clean about themselves should not handle
food.

Self respect is necessary in every food handler because pride in ones appearance promotes
a high standard of cleanliness and physical fitness.

Body

Daily bathing is the minimum required standard for food handlers. Body washes before
commencement of a duty shift and after, is a must. We live in a tropical climate. We
perspire more than others, and due to the spiciness of the foods we consume the
perspiration may be unpleasant to others not used to it. The dust in the air is another factor
that makes our environment dirtier than colder climes. Body should be thoroughly dried
before wearing cloths. A good deodorant can help to keep you look fresh through the day.

54
Mouth

Mouth too is a place for accumulation of bacteria. High standards of oral hygiene are
necessary to control its growth. Brush teeth after each meal and visit the dentist regularly.
Cavities in teeth should be attended to immediately. If dentures are worn they should be
fitting well and cleaned frequently as bacteria multiply between the gum and the palate. If
brushing teeth after each meal is not possible use a mouth wash. Coughing over food,
work areas or people should be avoided, as bacteria are spread long distances if not
trapped into a handkerchief.

Hair

Hair should be washed regularly. It should be free from grease, dandruff and hair lice.
Hair, which is not cared for is likely to come off or shed dandruff, which may fall onto
food. Hair of males should be cut short and well groomed; hair of females should be
worn in a tight hair style with no free falling hair. Hair should not be combed or scratched
in food handling areas where there is risk of infection.

Hands

If not kept clean the hands are the most common bacteria-transferring medium. Hence
proper hygiene is of utmost importance. They must be washed frequently; especially after
using the WC, sneezing, touching the mouth or nose, smoking, before commencement of
work and during handling food. They should be washed in warm water with the aid of a
brush and soap, rinsed and dried on a clean towel, suitable paper towel or by a hand hot air
dryer.

Nails and cuticles should be cut short and clean, well manicured as dirt could easily be
lodged under the nail. Nails should be cleaned with a nailbrush. No nicotine stains.

Regular application of hand cream will prevent roughness, which acts as a bacteria trap.

55
Rings, watches, jewellery should not be worn at work, particularly by food handlers, both
for hygiene (where food particles could be trapped under them) and safety reasons (where
jewellery could fall into food).

Always wear protective gloves when handling raw food

Nose

An area where there is a vast number of harmful bacteria, it is therefore very important
that neither food, working areas nor people should be sneezed over, thereby spreading
germs. The nose should not be touched when food is being handled. Use a handkerchief,
and hands should be washed afterwards. Paper tissues are the most ideal as they are
hygienic more than cloth.

Feet

Tired feet could cause general tiredness, which leads to carelessness, and results in
lowering in productivity. Feet must be clean, washed regularly, shoes should be
comfortable, not tight and cover as much of the foot as possible for protection. Rubber sole
in shoes would be helpful if there is a risk of slippery floors. Shoes should be kept in good
repair. Socks should be changed daily. Toe nails should be trimmed short and clean.

Personal habits

♦ Daily shaving is a must for all males.

♦ Using a mild deodorant will help to reduce body odor. Do not use strong
perfumes.

♦ Females should use mild make-up.

♦ All cuts or wounds should be medically treated and covered with a waterproof
dressing.

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 ♦ Staff with contagious illnesses should not report to work.

Clothing

♦ Uniforms should be neat in appearance, smart, clean and well starched. Out door
clothing should be changed into uniforms especially in food handling areas. Dirty
clothing encourages germs to multiply and on contact with food contamination
could take place.

♦ Clean cotton under cloths should be worn at all times and should be changed
daily.
[top]

4.2 Environmental Hygiene

This includes surroundings, situations and circumstances, which will affect an

employee’s health and wellbeing as well as the customers patronizing the
organization.

It should be understood, why premises must be kept clean, and understand the need
for premises and equipment to be designed for ease of cleaning. Neglect in care and
cleaning of any part of the premises and equipment could lead to a risk of infestation
of food.

It is a duty of the employer to provide a hygienic environment not only for his
customers but for employees to carry out their functions efficiently. Once the correct
environment is created it becomes routine maintenance. Without the correct hygienic
standards in the environment the employees too will decrease in their standards of
personal hygiene and the pride in maintenance of environmental hygiene.

Good housekeeping means keeping the entire establishment clean and sanitized at all
times making it a more pleasant place for the customer to visit as well as a better

57
place in which to work. Good housekeeping helps break the chain of infection from
the source of the disease to the customer and to the employee. It also helps prevent
accidents and makes a safer place in which to work. Good housekeeping is a primary
responsibility of the management. However, the cooperation and assistance of all
employees is needed for a safe and sanitary operation.

One of the keys to good housekeeping is proper arrangement and installation of

equipment within the food facility. This makes for easier and faster cleaning and
sanitizing. Additionally, posting and following daily cleaning schedules can increase
cleaning efficiency and promote good housekeeping practices.

Cleaning should be done during periods when the least amount of food is exposed,
such as after closing. This does not apply to cleaning that is necessary due to a spill or
other necessary cleaning.

Ventilation

Adequate ventilation should be provided to eliminate stagnated stale air which is a

potential health hazard as well as creating an environment for bacteria multiplication.
Windows should be screened to prevent dust, insects etc. entering premises. Air
conditioning will prevent dust and fumes entering a building or room.

Air curtains too could be installed to prevent dust and warm air entering a building
which in turn will prevent cross contamination.

Lighting

Good task lighting is necessary on work surfaces so that people working will not
strain their eyes. Good lighting is also necessary to enable staff to make sure that no
corners will be left dirty.

Plumbing

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Adequate supply of hot and cold water must be available to keep all areas clean.
Cleaning in hot water is necessary, and this means that the water heating system must
be capable of meeting the requirements of the establishment.

Floors and walls

Floors and walls of the premises must be spotlessly clean. Irrespective of the type of
floor or the wall finishes, the proper cleaning and maintenance procedures applicable
to the finishes must be done. For example, polished floors needs to be regularly
polished, free from dust or dirt. Ceramic, tiled, vinyl or granite floors need to be
mopped, preferably with a sanitizing solution. Wood and laminated floors needs
regular waxing and polishing. Carpeted floors must be vacuumed regularly, and
shampooed, for regular maintenance. Cracks and damaged areas on floors and walls
can gather dirt and germs and should be cleaned regularly.

In general,

• Keep walls, ceiling, windows, screens, doors, and light fixtures clean and in
good repair
• Keep screens on windows, doors, and outer openings closed and in good repair
• Keep exhaust fans, filters, and hoods in good working order and clean of dust
and grease
• Construct and install all counters, shelves, tables, refrigerators, sinks, and
other equipment or utensils so they can be easily clean
• Clean rest rooms and fixtures daily
• Prepare and store food in clean, dry places. Avoid storing food underneath
sweating, or leaking pipes
• Loading zones and garbage areas should be kept clean, and free from trash for
pest control and safety

Methods of controlling pests

• Seal wall and door cracks

• Keep foods covered and clean up spilled foods immediately.
• Dispose of trash and garbage promptly.

59
 • Close all openings around wiring, drain pipes, vents, and flues to make
them rat and insect proof.
• Carefully follow instructions on labels when using poisons and chemicals.
• Food products, such as flour, sugar, pancake mix, etc., should be removed
from their original containers and placed in approved sealed tight
containers that are properly labeled and more impermeable to pests (rodent
proof).
[top]
4.3 Food Hygiene

Prevention of food borne illnesses is a major concern in any food and beverage
service establishment. Food borne illnesses are those caused or spread through
consumption of contaminated food or beverage.

Food contamination can happen in three main ways;

• Bacteria and germs in food

• Chemical contamination of food
• Contamination of food by physical objects such as dirt etc.

The contamination of food by germs and bacteria is the most complex of these three
methods, and as such we will devote some discussion to find how it is caused and can
be prevented.

Bacterial Food Poisoning

Most food borne diseases are caused by bacteria or by toxins produced by bacteria in
food or beverage. There are five conditions that promote the growth of bacteria, and
the restriction or elimination of these conditions can help control the growth of
bacteria.

1. Bacteria must be present / food must get contaminated

60
 2. The food or beverage item must be conducive to growth of bacteria –
Certain types of foods are more conducive to the growth of bacteria
and as such needs more attention to prevent contamination.
3. Time must lapse – most bacteria must multiply in order to have an
impact. This takes time. If the food is consumed early bacteria may not
have time to multiply to have a major impact.
4. Correct growth temperature – bacteria multiply faster in certain
temperatures. For example freezing food can retard the multiplication
of bacteria (but, not eliminate or stop the multiplication). Very high
temperatures can kill bacteria.
5. Moisture – moisture helps growth of bacteria.

Some common food borne illnesses are caused by;

Salmonella - A micro organism, which after ingestion, grows in the intestine.

The organism reaches food by contamination from food handlers; or easily
contaminated foods such as eggs, poultry products, which may have got
contaminated from animals. Foods that are susceptible to this type of
poisoning are poultry, eggs, milk and foods made from eggs, milk etc. such as
ice cream, custards, under cooked poultry and egg preparations, etc. Re
warming of leftover foods can promote the growth of salmonella bacterium.
Cooking foods at boiling temperatures for 15 seconds can kill Salmonella
bacteria.

Staphylococci – Produces a toxin in the stomach which can induce vomiting,

nausea and diarrhoea. Salads, cured foods, reheated foods are most
susceptible to Staphylococci infection. It is found in the nose and throat of
people and may infect food easily. Proper washing of hands is the most
effective method to prevent this contamination.

Botulism – One of the deadliest food poisoning caused by the micro

organism, Clostridium Botulism. Mostly canned foods are affected. Cans that
are bulging is a common indicator of the presence of this organism. Death can
result in Botulism poisoning.

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Chemical Food Poisoning

Chemical food poisoning occurs when food is contaminated by chemicals. A good

example is contamination by pesticide used in agriculture or in the case of food
service establishment, for pest and vermin control.

Accidental contamination of food by chemicals can happen through;

• Contamination through pesticides used for control of pests in an establishment
• Cleaning materials used for cleaning of premises or equipments
• Excessive use of chemicals in agriculture that can contaminate food – (Fresh
produce used in salads can be thus contaminated)
• Improper cooking utensils, plumbing (for example; lead poisoning)

Contamination of foods by physical objects

Foods may be contaminated by dirt, broken glass etc that may be harmful when eaten.
Though may be less harmful, hair, pieces of foreign matter in food can be extremely
repulsive to anyone.

Personal Health and Work Habits

Good personal hygiene and work habits can contribute much to prevention of food
borne illnesses.

• Personal hygiene – which we discussed in detail earlier

• Proper hand washing, especially after using toilet, touching nose or mouth,
sneezing, smoking, eating etc.
• Use correct service when handling foods. This reduces hand contact and
contamination of food being prepared.
• Utensils, clean or dirty should be handled by their base or handle - this
protects both the server and customer from germs.
• All equipment and utensils must always remain in good condition to prevent
germs from collecting in broken areas.

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 • Not handle food or be in a food handling area if suffering from a
communicable disease.
• Use sanitized dishes and serving utensils.
• Equipment, food-contact surfaces and utensils must be clean to sight and
touch.
• Non food contact surfaces of equipment must be kept free of an accumulation
of dust, dirt, food residue, and other debris.

Proper Washing of Hands

Fig 4.1 Procedure for proper washing of hands

Rinse hands under Apply soap – an anti Scrub hands including arms
running hot water as hot bacterial soap is the best vigorously for 20 seconds
as you can withstand
around 38 C

Remember to clean under Rinse thoroughly under Dry hands and arms with a
nails and between fingers hot water clean towel, paper towel or
under hot air blower – do
not re use towels
Adapted from National Restaurant Association Education Foundation, 200, Proper Hand washing
[top]
4.4 Work Safety

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Safety at work is an important factor to consider in Food and Beverage Operations. It
is not only about customers, but also about you and your coworkers keeping safe.

The main work safety risks in the food and beverage operations is the risk of slips and
falls, injuries due to lifting and carrying, and the risk of fire.

Keep emergency telephone numbers in an easily accessible place. These

should include police, fire department, hospital, and bomb disposal.

Prevention of fires

• Keep fire extinguishers in convenient locations and serviced;

• Staff should be trained in their use
• Do not use excessive water around electrical outlets

Prevention of falls at work

• Use a step ladder or low stool when climbing; never use chairs, boxes, or
counter tops to reach high counters or objects
• Keep all flooring in good repair and attend to defects immediately
• All work areas should have adequate amounts of light.
• Keep floors clean of all spills

Proper lifting to avoid back injuries

• Carry only weights that you feel you can carry comfortably
• Lift with legs, not back. Squat and hold loads securely and stand up
• Check where you are going when carrying heavy loads

Other general rules

• Distribute weights evenly on trays to avoid imbalance

• Have spouts of hot beverages facing away from you, when placing on trays
• Warn customers when a plate is hot
• Dispose broken glasses separately

64
 • Clean spillages immediately
• Be aware of luggage and suspicious bags in the work place
• Be aware that guest can move chairs without warning when serving tables
[top]

4.5 Basics of Nutrition

Eating habits all over the world are changing rapidly. The changes in life styles, the
popularity of fast foods and processed foods have made a big impact on the health and
well being of the human race.

From this point of view it is important for everybody to be aware of basics of human
nutrition. As a food and beverage service employee, you are expected to know, in the
minimum, the basics of nutrition. Remember that most diseases can be avoided
through healthy eating and regular exercise.

Healthy eating is about getting the balance right. In practice this means having a
variety of foods, basing meals on starchy foods and eating at least five portions of
fruit and vegetable servings a day, dairy foods, having small or only occasional
amounts of foods high in fat, especially saturated fat, or foods and drinks high in
sugar or foods high in salt.

Nutritional guidelines are based on;

• Calorie needs
• Nutrient needs
o Vitamins, minerals etc.

The individual dietary needs of people will depend much on their weight, physical
activity undertaken etc. In general moderately active person should have a diet that
would be around 1,500 calories per day. The following pyramid shows what types of
foods should be consumed.

65
Starchy foods contain carbohydrates mainly in the form of starch, which provides
energy. Examples include bread, potatoes, and cereals such as rice, pasta, breakfast
cereals and couscous. Starchy foods also contain some protein, minerals, vitamins and
fiber. Fiber helps the digestive system function properly and helps prevent bowel
disorders such as constipation. Most people do not eat enough fiber. On average we
only eat two thirds of the fiber we should eat every day.

The healthiest choices are wholegrain foods, such as whole meal bread or brown rice,
because these also help protect us against the risk of heart disease and stroke.

Fruit and vegetables

We mentioned that at least five portions of a variety of fruit and vegetables should be
eaten each day. A portion of fruit or vegetable is about 80g. This means people should
be having at least 400g of fruit and vegetable every day. But why are lots of fruit and
vegetable needed? Many different studies have shown that populations with a high
intake of fruit and vegetable have a lower incidence of heart disease, some cancers
and other health problems. Fruit and vegetable provide the body with vitamins,
minerals, fibres and carbohydrate, mainly in the form of sugars. For a table giving you

66
a rough guide to what is a portion as well as some practical tips on getting the most
out of your fruit and vegetable, see the web link at the end of these lessons.

Protein rich foods

Meat, poultry, fish, eggs, nuts and pulses are all rich sources of protein. The body
needs protein to grow and for body tissues to repair themselves. These foods also
provide B vitamins, which help release the energy from food so it is available for the
body to use.

One of the B vitamins contained in meat, fish and eggs is vitamin B12. The body
needs vitamin B12 because, for example, it helps make red blood cells and keeps the
nervous system healthy. Vitamin B12 is not found in foods originating from plants,
unless they are fortified. It is important to bear this in mind when catering for
vegetarians. Fortification is the addition of one or more vitamins or minerals to a
food.

Liver is the richest source of vitamin B12. Liver is also a rich source of vitamin A.
Pregnant women should avoid eating liver because it contains a lot of vitamin A.

Protein-rich foods also contain minerals such as:

• iron, which helps to build healthy blood and prevent anaemia

• zinc, which helps with wound healing
• magnesium, which helps the body use energy

Milk and dairy

Milk and dairy foods make an important contribution to the diet. They provide protein
and are rich in calcium, which is needed for healthy bones and teeth, provide B
vitamins, especially vitamin B2, also called riboflavin, which has a number of
important functions, including helping the body turn the food we eat into energy,
Vitamin A, which is found only in foods of animal origin. Carotene – which the body
can convert into vitamin A is found in orange fruit and vegetables such as carrots,
sweet potatoes and apricots.

67
Fatty foods and foods high in sugar

Most people would benefit from eating less saturated fat, which is the type of fat
found in meat- and milk-fat, lard, butter, hard margarine, cheese, pastries, pies and
cakes. Eating too much fat in general may promote weight gain and saturated fat can
encourage heart disease and increase the risk of other common illnesses.

Eating sugary foods too often is the main cause of tooth decay, so try to limit the
amount of sugar you use.

Different types of fat are made up of differing proportions of saturated,

monounsaturated and polyunsaturated fat. In addition, some fats, and products made
with these fats, contain trans fats.

Too much fat is not just a factor in obesity. Saturated and trans fats may raise the level
of cholesterol in the blood, and this increases the risk of heart disease. The good news
is that unsaturated (monounsaturated or polyunsaturated) fat actually reduces
cholesterol levels. So try to replace saturated fats, such as lard and butter, with
monounsaturates such as rapeseed (canola) or olive oil. And try to limit your use of
hard margarines because these may contain high levels of trans fats.

More than half of 11 to 14 year olds and two thirds of 15 to 18 year olds have dental
decay. This is caused by a build-up of plaque on the teeth. The plaque contains
bacteria that use the sugar in foods to make acid. Foods high in added sugar include
soft drinks, sweets, jams, cakes, puddings, biscuits, pastries and ice cream. The main
cause of dental decay is the sugar found in foods and drinks such as soft drinks, cakes
and confectionery, and are especially popular with young people.

We also know that children who have lots of sugary drinks are more likely to put on
weight than children who don't have so many. Natural sugars are found in milk and
fruit, but we only need to cut down on added sugars

[top]

68
Self Study

1. Personal development should not be confined to theoretical

understanding. You should start practicing the guidelines given, not as
essential to a food and beverage career, but as a part of personal
development.
2. Look at what happens in your own home and village / town
surroundings in terms of environment and food hygiene. Write notes to
yourself on good and bad practices. What can be done to improve on
hygiene practices?
3. Observe professions and jobs in your locality that may require an
understanding of work place safety. Are work place safety issues
practiced, are staff trained and/or made aware of work place safety.
What can be done to improve situations?
4. Keep notes on your own diet for two to three days. Does your diet
follow the guidelines given? What are short comings and areas for
improvements, if any?

[top]

69
UNIT 5

___________________________________________________________

Introduction to Menus

Introduction
5.1 Types of Menus
5.2 The French Classical Menu
5.3 Modern Menus
5.4 Breakfasts
Self Study [Home]

Objectives
In this unit you will learn about the various types of menus.

Introduction

In olden times the “Bill of fare” as it was termed in English or “Menu” in French, was not
presented at the table. The bill of fare was very large and was placed at the end of the table
for anyone to read. As time progressed, the menu became smaller and increased in the
variety of food choice offered in it, allowing a number of copies per table.

The menu is the most important part of the caterer’s work and its compilation is
regarded as an art, only acquired through experience and study.

The main aim of a food menu is to inform guests in a clear way what is available to
them to offer. The kind of food and drinks that people choose to consume depends
mainly on the amount of money that they are prepared to pay for it, within a given set
of circumstances.

70
Apart from the cost aspect, there are other factors, which may concern the guest. They
may include,

• The type and choice of food and drinks available

• The quality of the product offered
• The quantity of the product offered
• The consistent standard of the product
• The range of textures, flavors, aromas and colors offered by a food dish
• Food and drinks served at the correct temperature
• The presentation of food & drinks enhance the product and priced value for
money

Varieties of Menu

The type of menu offered by an establishment and the variety of menu choice should also
confirm to the requirements of the total meal experience. In smaller restaurants the choice
of menu items offered is usually limited, for reasons such as the price, the amount of time
taken to consume a meal, and the type of guests who patronize these restaurants may feel
uncomfortable if presented with a large menu selection, whereas in higher-class restaurants
where the average spending power is more per head, the menu selection is normally much
greater.

Further consideration affecting the choice of menu from the management’s point of
view, would be the production and service facilities available, the skill of staff, the
availability of commodities and potential profitability of the menu.

A restaurant may have several menus for different occasions. It is important for
service personnel to know which menu is applicable where and when.
These menus could be,
Breakfast Menu Lunch Menu
Dinner Menu Snack Menu
Children’s Menu Dessert Menu
Room Service Menu Pool Side Menu

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A menu as a Sales Tool

A common and major aid in the context of selling in a food service establishment is
the menu, in all its many forms. Once the guest is in the premises of the restaurant,
one of the main sales tools is some form of menu.

With the careful yet effective application of design, layout and graphics, a menu can
compliment the atmosphere and type of service. And with the correct use of language
and location of items, it will serve as a reliable and useful sales medium.

In your role as a sales person, you must know all there is to know about the products
you are selling. It is therefore, important for you to have a good background
knowledge of types of food, menu setup, and restaurant terminology. To make the
best use of your knowledge, you must arrive at work in sufficient time each day to
study the menu for possible changes and daily specials. Always be on the lookout for
new or different menu items. When in doubt, ask the hostess, manager or the chef.

The basic menu criteria

There are a number of basic factors to be considered to ensure that a menu is to be an

effective sales tool. The general presentation is most important, as it identifies the image
and personality of the particular establishment.

The following factors are vitally important

The menu should be attractive

The first impression of the menu should be that it looks interesting and inviting
and that the guest really wants to read it.

It should be clean
Although this appears to be obvious, it is something that is frequently ignored by
many restaurants.

72
It should be easy to read
The use of attractive graphics, color and blank space can also help the guest to
make his/her selection by directing and attracting the eye.

It should compliment the occasion

The menu should be suitable and complimentary to the occasion.

It should reflect the current awareness

The current trends in eating habits should be taken into consideration.

The design

The design can assist in achieving the uniqueness of a particular food and
beverage operation.

[top]

5.1 Types of Menus

Although there are many types of restaurants offering types of meal experiences, there
are basically only two types of food menus, the table d’hote, and the A la carte. There
are many adaptations of each of types in practice.

1. Table d’hote menu

The table d’hote menu is identified by:

Being restricted menu

Offering a small number of courses, usually three or four

A limited choice within each course

A fixed selling price

All the dishes being ready at a set time

This type of menu usually contains the popular type dishes and is easier to control, the
set price being fixed for whatever the guest chooses, or being set depending on the
main dish chosen. It is a common practice in many restaurants for a table d’hote menu
to be offered to guests together with an a la carte menu. Table d’hote menus can be
offered for breakfast, lunch and dinner.

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2. A la carte menu

Is identified by:

• Being usually a larger menu than a table d’hote menu and offering a greater
choice

• Listing under the course headings all of the dishes that may be prepared by the
establishment

• All dishes being prepared to order

• Each dish being separately priced

• Usually being more expensive than a table d’hote menu

• Often containing the exotic and high cost seasonal food

A part of an a la carte menu may contain a plate du jour, or specialty of the house
section. This consists usually of one or two main dishes, separately priced, which are
already prepared and change daily.

A la carte menus, because of their size and the unknown demand for each item, are
more difficult to control than the typical table d’hote menus. A special promotion
menu is also a form of an a la carte menu, which is at times offered to the guest in
addition.

3. Carte du jour/Plate du jour:

This is the term you will find in an A La Carte menu card of the day/plate of the day,
which is understood as the chef’s special dishes of the day. These would be more
expensive than a normal dish because of the uniqueness of the ingredients.

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5.2 The French Classical Menu

The French classical menu is the underlying principle of organizing the different
courses in a menu. In reality the French classical menu was served in the early parts
of last century at big functions, but due to its complexity hardly served today. It
comprised of thirteen different courses.

1. Hors d Oeuvres
2. Soup/Potage/
3. Poisson
4. Entree
5. Relevet
6. Sorbet
7. Le Roti
8. Legumes
9. Entrements
10. Savoureus
11. Fromage
12. Dessert
13. cafe

Hors d Oeuvres

A variety of pickled or well seasoned food stuffs, from which the customer was able
to make his or her choice. Designed to stimulate the appetite rather than be filling.

Soup/Potage

May also act as an appetizer for the courses to come. Type of soup provided may be
clear soup (consommé) thick soup (crème, veloute, puree), bisque, borsch, petite
marmite, etc. Clear soups were served before the thick soups.

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Poisson

This is a fish course which consists of soft fibred and tender fish which is easily
digested. This prepares the appetite for the heavier courses to come.

Entrée

Small well garnished dish accompanied by a very rich gravy or sauce. When a releve
follows the entrée potatoes and vegetables will not be included in the entrée.
Examples of this type of dish are as follows, tournedos, noisette, sweet bread, vol-au-
vents etc.

Releve

Releves are usually larger than entrees and take the form of butcher’s joints which
have to be carved. A sauce or roast gravy and potatoes and green vegetables are
always served with this course. This may include saddle of mutton, baron of beef,
boned sirloin, braised ham etc.

Sorbet

Because of the length of the French classical menu, this course is considered to be the
‘rest’ between courses. This is a water ice plus Italian meringue usually served in a
champagne glass. In the olden days, the guests actually moved to another room or a
hall to consume the sorbet. The interval was the occasion for the first speeches of the
day, as this menu was served mostly at formal functions. The waiting staff used the
opportunity to clean the tables, re arrange the cutlery and generally tidy up the tables.

Roti

A roast dish usually consisting of roast game or poultry, served with a sauce or gravy
and a side salad.

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Legumes

A vegetable dish served with an accompanying sauce, at this stage of the meal the
balance of the courses is gradually returning from heavy to light.

Entrements

Hot or cold sweet dishes such as soufflés, crepes, coupes etc. what is known as
dessert, today.

Savoureus

Savoury items served hot on toast or as a savoury soufflé.

Fromage

Cheese offered with accompaniments such as cracker biscuits, greens (celery) etc.
Could take the form of a cheese board offering a variety of cheeses and
accompaniments.

Dessert

This may include different types of fruits and nuts accompanied by castor sugar and
salt.

Café

Different type of coffee were offered. Accompanied with petit fois, chocolates etc.
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5.3 Modern Day Menus

Modern day menus are not as elaborate as the original French classical menu. A few
menu suggestions given below will illustrate this point.

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A seven course menu would consist of;

Appetizer
Soup/potage
Entrée
Sorbet
Main course
Cheese
Dessert

Appetizer - An appetizer is basically an hors d’ oeuvre or another item which may be

served before. (eg. Fruit cocktail, fruit juice)
Soup - Same as in introduction to French Classical Menu
Entrée - Same as in introduction to French Classical menu
Sorbet - Same as in introduction to French classical menu
Main course - A main course will consist of any meat or fish item served with
vegetables or salad and other accompaniments such as sauce, gravy, etc. This could
be either hot or cold and the quantity served is usually more than the quantity served
in other courses.
Cheese - Same as in introduction to French Classical menu
Dessert - Any sweet or fruit dish served after the main course.

A Modern day Five Course menu

Appetizer
Soup/oitage
Entrée
Main course
Dessert

Note: This type of menu is commonly used today for certain special functions where the choice of
food may be of a special selection. This five course menu is used in day to day life, in set menus with a
choice within the courses.

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A Modern Three Course menu

Starter/entrée
Main course
Dessert

It must be noted that for a three course menu a soup could be required by the guest.
This type of menu is commonly used in menu restaurants for lunch as table d hote
menus and could consist of a small selection within the courses.
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5.4 Breakfast

The word Breakfast could be broken into Break – Fast, meaning the first meal for the
day after a nights sleep. Hence a proper balance meal with adequate nourishment is a
must for the day ahead. Breakfast was a very substantial meal consisting of six to
seven courses including such items such as chops, steak, liver, fish etc. But modern
trends of breakfast have changed to a nutritive smaller breakfast termed as continental
breakfast.

There are three types of breakfast served in most of the hotels.

1. Continental Breakfast
2. English Breakfast
3. American Breakfast

In many Sri Lankan hotels, in addition to these a Sri Lankan Breakfast comprising of
Sri Lankan Breakfast items also is generally served. This could be termed as National
Breakfast, which would vary from country to country.

Addition to this many Sri Lankan hotels provide Indian /Japanese breakfasts to cater
to rising demands. Indian cuisine itself has large ethnic variation such as North
Indian, South Indian etc.
Continental Breakfast

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This is rather a light breakfast, which consists of

Fresh Fruits / Stewed fruit or Fruit Juices

********

Breakfast Bread with Butter, Marmalade or Preserves

********

Tea /Coffee /Milk /Hot Chocolate

Sometimes a slight variation occurs in certain countries such as Germany and Austria,
where a soft boil eggs are served and in Switzerland & Holland Cheese may be served
with continental breakfast. On the European continental it is a usual practice to serve
salt-free with continental breakfast.

English Breakfast

The English breakfast is a substantial meal which consists of a number of courses, with a
choice of dishes from within each course. The extent and variety of an English Breakfast
menu will obviously depend on the type of establishment in which it is served. A full
English Breakfast menu may sometimes consist up to eight course However, today most
hotels offer an English Breakfast comprising of the following items.

Fresh Fruits/Stewed Fruit /Fruit Juice

Cereals with warm/cold milk, sugar

***
A Fish Preparation
(Salmon,Trout,Kippers,Haddock)
***
Egg made to order with ham, Bacon
or Sausage

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 ***
Breakfast bread with butter, Marmalade
or preserves
***
Tea/Coffee/Hot Chocolate /Milk

American Breakfast

American Breakfast is even heavier than the English breakfast. The reason being after an
American breakfast a very light lunch is to be served.

Fresh Fruits/ stewed Fruit or Fruit Juices

***
Cereals with warm/cold milk and sugar
***
Waffles, pancakes with melted butter and syrup or honey
***
A Fish Preparation
***
A small portion of steak/meat/hamburger
with accompaniments
***
Egg made to order with ham, Bacon or Sausage
***
Breakfast bread with Butter, Marmalade or Preserves
***
Hot Beverages/Tea,Coffee,Hot Choclate,Milk

This type of breakfast is seldom served in hotels. Due to the length of the breakfast chilled
water should be served throughout the meal.

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Sri Lankan Breakfast

Most hotels serve a Sri Lankan breakfast comprising of typical Sri Lankan Breakfast items
along with their traditional accompaniments and with tea as a beverage.

Breakfast Service

In most hotels the current trend is to serve a continental breakfast, the rate of which is
included in the room rate, and to serve English or American on the a al carte. Breakfast may
be served in the hotel coffee shop, dining room, open-air terrace or room service. Separate
breakfast rooms were also popular. Room service breakfasts would be handled by the room
service staff. Many hotels adopt breakfast buffets for its convenience in service and for the
possibility in offering guests a wider choice of food.

The Service

The basic mise-en-place for the service of breakfast is normally carried out in the evening
before, after dinner service. In open-air terraces the mise-en-place would be ready and laid
out only in the morning whereas in restaurants this could be done the previous day. To
ensure protection from dust the corners of the table cloth may be lifted up to cover the set-
up. The covers should be completed before the actual breakfast service commencement.

Kitchen Order Ticket (K.O.T)

Date Table no Pax Waiter no Bill no

Quantity Items Amount

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1. Take the order by presenting the menu card and repeat it.
2. Inform the linen room.
3. Write the K.O.T.

This has 3 copies in different colors

1st copy - Production dept.( Kitchen/ Bar)
2nd copy – Cashier(Accounts Dept)
3rd copy - Remains on the book(F&B Dept)

To get it approved

• 1st copy & 2nd copies are brought to the cashier soon after writing. Then he approves it
and takes the copy relevent to him.
• Then the waiter places the order with the kitchen.
• Do the mise-en-place early preparation.
• Soon after picking up food, take it to the room with the bill. (choose the shortest
possible way)
• Knock on the door, announce yourself, wait for an answer.
• Greet the guest; request permission to enter the room.
• Enter the room; place the tray according to the guest wish. (balcony/ coffee table)
• Arrange the breakfast on the table.
• Check for correctness.
• Present the bill and get the bill settled.
• Inform about the balance.
• Wish the customer to have a pleasant breakfast and day.
• Leave the room by closing the door very gently.
• Come and inform the housekeeping office.
• Settle the bill to the cashier.
• Do the clearance/settle balance money.

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• Inform the housekeeping office.

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Self Study

1. List the 13 courses of the French classical menu in the correct order. It is not
essential that you get it right the first time. Just be aware of the general order
of the course.
2. State the basic types of menus
3. List the items in a continental breakfast and English breakfast. Compare and
contrast.
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