FOOD AND BEVERAGE SERVICE THEORY

MEAL PLANNING AND MANAGEMENT

INTRODUCTION

In the recent years, eating away from home has been on the increase
and there is a widening diversity in the nature and the type of food and
beverage on offer.
The hospitality industry (Catering/Hotel industry) has a greatly expanded
demanding improved professionalism in food and beverage service staff.

There is even greater need for more people to make their career in this
noble profession alongside the need for improved confidence and
performance through higher standards of knowledge and skills.
Food and beverage service staffs are employed in huge variety of
establishments in the hospitality industry, but their basic roles does not
differ no matter what type of restaurant, hospitals or other venue they
work in.

The number of food and beverage service staff and their positions in an
establishment hierarchy depend on their size of operation and service
offered. The function of the waiting staff; large,medium or small
establishments remain the same.

BENEFITS THAT ACCRUE AFTER LEARNING FOOD

AND BEVERAGE SERVICE AND SALE
After learning food and beverage service and sale (meal planning), one will be able
to:-
i) Appreciate the organisation of food and beverage service
outlets.
ii) Know appropriate equipment for variety of food and
beverage service outlets
iii) Relevant skills for food and beverage

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 iv) Control and direct operations in any food and beverage
outlets
v) Good guest care (interpersonal skills)
vi) Promote health and safety as regards the employees, guest
and property.

DEFINITION OF TERMS

Food and beverage service

- Is the essential link between the menu, beverage list, tent
menus and other services on offer in an establishment away
from home
- Is the professional presentation of food and drinks to a
customer in a given establishment away from home

Food
- Is anything either solid, liquid or paste form possessing a chemical
composition which enables it swallowed to do one or more of these
four things:-

i) Provide body with energy

ii) Build and repair worn out tissues
iii) Provide body heat
iv) Make the body grow

- Can include a wide range of styles and cuisine types. These can be
by country, ethnic group or international meal that is universal to
everybody.

Beverages
- This is an inclusive of all drinks i.e. alcoholic and non-alcoholic
beverages
Examples of alcoholic beverages:-cocktails, beers, ciders, spirits,
wines, liqueurs e.t.c.
Examples of non-alcoholic beverages:- Mineral water, spring water,
aerated water, juices, squashes e.t.c.
Hotel
- Place where there is provision of food, drink and accommodation.

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Restaurant
- Place where there is provision of foods and drinks generally at high
price with high levels of service.
- They Commercial enterprise committed to the sale of food and
beverage for profit.

Service
- Is the act of filling the needs, wants, and desires of the guest?
Service is what servers provide to meet the expectations of the
guests when they come to dine ( i.e. Guests expect a clean table,
clean dishes and utensils, safe food, hot foods served hot, and cold
foods served cold).

Hospitality
- Means creating a pleasant dining experience for your guests with
small gestures like giving a friendly greeting, smiling-even when
tired, remembering names, hanging up coats, pulling out chairs,
remembering a returning guest’s favourite drink, knowing exactly
what is ordered, and anticipating what the guest needs next.

- It is paying close attention to detail. It is acknowledging guest

promptly, making friendly small talk, and saying a pleasant
goodbye when the guest leave the restaurant. It is reading the
guests and always making them feel comfortable, welcome, and
important.
- Hospitality is a key element to bri5nging the guests back and to
increasing the amount of your tip.

ELEMENTS REQUIRED FOR THE SUCCESS OF FOOD AND

BEVERAGE SERVICE

(Question:-What do you require to be successful in food and beverage

service?)
One requires blending or combination of four key things as follows:-
i) Sound product knowledge

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 ii) Well developed interpersonal skills ( how you relate to
customers)
iii) A range of technical skills ( variety of technical skills)
iv) Team work ( ability to work as a team.)

N/B Working in food and beverage service offers a wealth of opportunity

for professional development and advancement: for those committed to the
hospitality industry and to working in food and beverage service, a
fulfilling, exciting and enjoyable career awaits.

TYPES OF ESTABLISHMENT THAT PROVIDES FOOD AND

BEVERAGE.
They are several namely:-
- Hotels -motels - Restaurants - Schools
- Hospital - Prisons - varsities and college
- Cafeteria - Food courts - Public houses e.t.c

IMPORTANCE OF FOOD AND BEVERAGE SERVICE

This is viewed in relation to:-

i) Customers
ii) Employees
iii) Establishment

CUSTOMERS
It aims at meeting customers’ needs and these include:-

i) Physiological needs
- This involves satisfying one’s appetite or quenching the thirst need;
the need for special foods (diabetic, vegetarian)

ii) Economical needs

- This involves the need for good value; rapid fast service; a
convenient location.

iii) Social needs

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 - When desiring enjoyable company; going out with friends or
business colleques; attending function to meet others.

iv) Psychological needs

- Needs for enhancement of self-esteem; fulfilling life-style needs;
need for variety; results of advertising and promotion.

v) Convenience needs
- This is as result of being unable to get home (shopper, workers) or
having to attend some other events (cinema, theatre); desire for
someone else to do the work; the physical impossibility of catering
at home (wedding, other special functions)

EMPLOYEES
i) Need to earn an income to support and improve
standards(monetary benefit)
ii) Need to practice and increase skills and knowledge.
iii) For esteem purposes (job satisfaction).

ESTABLISHMENTS
i) To maximise sales and achieve profits.
ii) To expand business.
iii) To be competitive enough to cut a market niche.
N/B provision of food and beverage away from home forms a substantial
of the activities of the hotel and catering industry. The hotel and catering
industry is considered to cover all undertakings concerned with the
provision of food and drink and accommodation away from home.

THE MEAL EXPERIENCE

- Is a series of events both tangible and intangible that a customer
experiences when eating out.
It is assumed that the main part of the experience begins when the
customers enters a restaurant and ends when they leave. Any feeling that a
customer may have when they arrive at the restaurant and when they leave
should also be taken into account and included as part of the total meal
experience.

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 The main aim of food and beverage operations is to achieve customer
satisf action hence enhancing the total meal experience. i.e to meet the
customer’s needs.
This series of events is divided into:-
i) Tangible aspects- e.g food and drink
ii) Intangible aspects- e.g service, atmosphere e.t.c.
The tangible and intangible aspects must be integrated together to present a
total product to the customer i.e all components of the meal experience
should be in harmony.
FACTORS AFFECTING MEAL EXPERIENCE
Are several namely:-
i) Food and drink
The type of food and drink that people eat away from home depends
on a number of factors which are of particular concern to the customers.
These include:-
a) The choice of food and drink available (i.e range of food and
beverage on offer, variety, availability of special diets, menu-
limited or extensive)
b) The quality of the product offered (i.e fresh or convenience)
c) The quantity of the product offered (i.e portion size, gender
difference, age difference, children’s menu e.t.c)
d) The consistent standard of the product (i.e remain same all the
time)
e) Range of tastes, textures, aromas and colour of food or drink.
f) The food and drink are served at the correct temperatures (i.e iced,
hot, chilled e.t.c)
g) Presentation of food and drink enhances the product offered.

ii) Level of service

The higher the cost of a meal to the customer the more service the
customer expects to receive. This is viewed in relation with:-
a) Method of service
b) Speed of service
c) Availability of credit facilities
d) Reliability of level of service
e) Acceptance of credit cards e.t.c

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 iii) Value for money or price
The concept of value for money will vary from one sector of the
market to another and from one customer to another.

Customers frequent in restaurant not only because of its food and

service but also because they feel the price they are paying represents good
value for money.

iv) Atmosphere and mood

A fairly intangible concept but contributed to by aspects as:-
a) Interior design- is the first physical aspects that a customer comes
into contact with and is very important
b) Decor, lighting (direct or indirect) lighting, size and shape of the
room, furniture and fitting, colour schemes, air conditioning,
dressing and attitude of the staff, professionalism of staff, the type
of clientele that frequent the establishment e.t.c .

v) Level of cleanliness and hygiene

Is very crucial and this cover the cleanliness and hygiene of staff, premise
and equipment. This is achieved by having checklists pertaining each of the
above which acts as guideline and a measuring performance.

vi) Location and accessibility

The location of food service facility is an important feature and must
be done after careful identification of the location of the market segments to
which it is catering. Establishment should be easily accessible to customers
using any means of transport with adequate car parking facilities.

vii) Food and beverage service employees

Staff employed by a restaurant operation should compliment the meal
experience of the customers. Staff can do this in several ways:-
a) Well developed interpersonal skills
b) Sound product knowledge
c) Range of technical skills
d) Team work (ability to work as team)
e) Their age and sex (depend on type of establishment)
f) Uniform or dress code

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 N/B the type of meal experience offered by a food service facility must be
tailored around the requirements and expectations of the customer.

HISTORICAL DEVELOPMENT OF CATERING

ESTABLISHMENT (SUMMARY)

INDUSTRY PURPOSE OF HISTORICAL INDUSTRY

SECTOR THE FOOD SUMMARY SECTOR
UK- SEVICE U.S.A
TERMINOLOGY OPERATION TERMINOLOG
Y
Hotel and other Provision of food -Developed from inns Hotel, motel
tourist and drink together -supported by and other tourist
accommodation with development in accommodation
accommodation transport and increases often referred to
in business and leisure as lodging
related tourism industry.
Restaurants Provision of food -Grew out of hotels Separate eating
and drink generally restaurants through and drinking
at high price with chefs wishing to start place categories
high level of their own business usually defined
service by reference to
Popular catering Provision of food -Developed from ABC three criteria:-
includes:- cafe’. and drink generally and Lyons concepts. a)level of
Pizza, grills, at low or medium Gone through various service i.e quick
special coffee price with limited phases. service to full
shops levels of service -More U.S.A service.
and often high influenced.
customer through b)Extend of
put. menu i.e
Fast food Provision of food -Grew from limited to full.
and drink in highly combination of
special popular catering and c)price range
environment take away. i.e low to high.
characterised by -Heavily influenced by
high investment, U.S.A concepts

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 high labour cost -Highly sophisticated
and vast customer meal packing and
through put. marketing.
Take-away Provision of food -Developed in u.k
and drink quickly. from original fish and
chips concept.
-Influenced by U.S.A
and trends in food
tastes.
Retail store Provision of food -Developed originally Retail market
and drink alongside from prestigious stores
services such as wishing to provide
conferencing. food and drinks as part
of retailing experience.
Banqueting/ Provision of large -Originally associated
Conferencing/ scale food and with hotels but now Leisure and
Exhibitions drink alongside become major sector special event
services such as in its own right market.
conferencing
Leisure attractive Provision of food -Increased in leisure
such as:-theme and drink to people have made profit from
parks, museums, engaged in another food and drink
cinema theatres pursuit attractive to leisure
and amenity providers.
Motor way Provision of food -born in u.k in 1960’s Highway
service station and drink together with advent of motor Market
with petrol and way building
other services; -Influenced by U.S.A
often in isolated and became
areas. specialised because of
government
regulation on
provision of food
service operations,
retail, fuel as well as
location
Industrial catering Provision of food -Born out of Business/

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(either and drink to people recognition that better industry market
in-house/food at work fed workers work
service better
contractors -Given substantial
boost in the u.k during
1st and 2nd world war
through legislation
Welfare catering Provision of food -Regulated and given Social
and drink to people substancial boost in caterer/food
in colleges, the u.k by creation of service (student,
universities, the welfare state in 1948 health care,
force and to people institutional and
through established military.)
social needs.
Licensed trade Provision of food -Developed in u.k Separate
(e.g public house, and drink in an from inns drinking places
wine bars, environment but also some
licensed clubs and dominated by units include
members club licensing separate eating
requirements. and drinking
places
Transportation market
Transport Provision of food -Grew out of the need
catering e.g and drink to people to meet the demand of
airlines, marine,on the move travelling public.
railway e.t.c -Originally services
were of high levels,
reflecting the type of
traveller.
Outdoor catering Provision of food -Developed through
(ODC) (off and drink away need to provide
premises from home base services at special
catering/event and suppliers event.
catering) usually associated -Term ODC is
with a major event misleading as little of
e.g wedding catering actually takes
place outside.

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CLASSIFICATION OF FOOD AND BEVERAGE SERVICE
FACILITIES

(THE SCOPE OF FOOD AND BEVERAGE SERVICE OPERATION)

Catering establishment:- This is an organisation that provides food and

beverages.
Scope:- This means the range.
There are number of ways of classifying food and beverage operation
in today’s catering fields namely:-
i) Commercial or primary catering establishments/outlets/sectors
ii) Welfare or secondary catering establishments/outlets/sectors

COMMERCIAL SECTORS
These are outlets which are primarily concerned with provision of
food and beverages. These are outlets which may be defined as those
operations in which profit is the primary concern. In this sector, catering is
the main activity. It serves both general and restricted market.

WELFARE CATERING
In these outlets, provision of food and beverage is a part of another
business. It involves the provision of food and beverage to people to fulfil a
social need, determined by a recognised authority i.e such operations are
subsidised by government which normally dictates an allowance per head.

Market in this sector is restricted or its captive (customers have no choice).

This sectors are mainly concerned with institutional and employee catering.
Employee catering can be in private or public ownership.

THE CRITERIA USED IN CLASSIFYING FOOD AND BEVERAGE

OUTLETS
i) Whether commercial or welfare (profit)
 Commercial – purposed to generate profit.

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  Welfare – put up of taking care of the well-being of
customer.
ii) Market served (whether general or restricted)
 Market- refer to where food is served or customer
and is broken down into:-
a) General market - market which is open to
everyone
b) Restricted market- it serves specific group of
people.

iii) Ownership
 Refer to who owns the establishment
 Can either be privately owned or public or
government owned.
 Most cases; commercial are privately owned and
welfare are owned by government (public)
iv) Whether catering is the major or minor activity.
 Commercial sectors, catering is the
main/major/primary activity while in welfare
catering is not always available to public and catering
is secondary to main business.

THE MAIN FOOD AND BEVERAGE OUTLETS SECTORS

FOOD AND BEVERAGE OUTLETS

COMMERCIAL WELFARE/SUBSIDIZED

General Market Restricted Market Institutional Catering Employee Catering

Hotels Travel Catering Schools In-house Catering

Restaurant/Snack Bar Clubs Universities / Colleges Contract catering

Pubs Institutional and Hospital

Employee catering s

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Fast Food / Takeaways Function/ Event catering The force / Prisons

THE COMMERCIAL SECTOR

1. GENERAL MARKET
Operations primarily or basically concerned with profit making. Exist
in both private and public ownership. Catering is the main activity or
secondary or additional service to customers.
A) HOTELS
The main purpose of hotels is to provide accommodation, which may
or may not include the service of food and beverage. Hotels may be a
small- run providing a limited service in one restaurant or a luxury hotel
providing service through a number of outlets such as the coffee shop, room
service, banquets, speciality restaurants, grill room and cocktail bars.

Service in these types of hotels is usually personalised and the tariffs

is very high (i.e service ranges from self service to silver service styles).
Generally cater to persons of social standing. Prices in the various
categories of hotels often depend upon the service and choice of food and
beverage that they offer to their clientele.

B) RESTAURANTS
They are of different standards i.e speciality or grade restaurants and
there main objectives is to provide food and beverages. The food, service
and price should be often comparable to those of similar restaurants in
luxury hotels. They offer a choice from an elaborate menu and a vey high
quality of service. They rely on the location and mouth advertising develops
them. Have a varied style of service. Separate bar areas may be provided.

Types of restaurants
There are different types of restaurants namely:-
i) Coffee shop
A concept borrowed from the United States, distinguished by its quick
service. Food is pre-plated and the atmosphere informal. Table cover
layouts are less elaborate and have basic essentials only.
ii) Continental Restaurants

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 The atmosphere is more sophisticated and caters for people who can
eat at leisure. The accent is on good continental food and elaborate service.
iii) Speciality Restaurant (themed)
The entire atmosphere and decor are geared to a particular type of
food or theme. The service is based more or less on the style of the country
from which the particular cuisine originates. Examples;-Chinese, Indian,
Japanese e.t.c.
iv) Grill Room (Rotisserie)
This is where various meat cut are grilled or roasted here. Normally, a
grill room has a glass partition between the restaurant and the kitchen, so
that the guest can choose his meat cut and see the actual preparation.
v) Dining Room
Found in smaller hotels, motels or inns who find it uneconomical to
have more than one eating place. The dining room is basically meant for the
residents of the hotel but may open to non-residents also.
vi) Snack Bar/Cafe/Milk Bar
Here the restaurant is informal and the service is quick. The snack bar
may have a counter for self service and specialises in snacks, soda fountain
specialities, ice-creams etc. The decor is relatively inexpensive.
vii) Discotheque
A restaurant which is principally meant for dancing to recorded
music. A live band may also perform. An essential part of a discotheque is a
bar while the food offered consists mainly of snacks.
viii) Night Club
It is principally open at night for dinner, dance and cabarets. A
dispensing bar is always provided. Decor is lavish while service is
elaborate. A live band is important to the set-up. Most establishments insist
on formal wear so as to enhance the atmosphere.
C) PUBLIC HOUSES (PUBS)
These are geared to provide service of all types of alcoholic beverages
to general public with an emphasis on draught beer and good music. Food
may also be served from a limited menu (i.e food is a secondary activity).
Consumption of the beverage is either on or off the premise.
Characteristics of public house
This includes:-
i) They require a magistrate’s licence to operate. (Only
granted to suitable persons)

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 ii) Many public houses are owned by a brewery company,
proving their integration of their production with the retail
distribution of alcoholic beverage
iii) The supply of food, at one time ancillary to liquor.

D) FAST FOOD AND TAKE AWAYS

The service of food and beverage in a fast food restaurant is at a
faster pace than at an ala carte restaurant as the menu is compiled with a
special emphasis on the speed of preparation and service.

To make this type of service financially viable, a large turnover of

customers is necessary (preparation and service of food and beverage for
immediate sale to customers for consumption either on or off the premise).

Characteristics of Fast food

i) Units are usually themed around a product (e.g.
hamburger), a range of products (eg fish or pizza) or
products of a country (eg Chinese, Italian)
ii) The units are often owned by large chains or are franchised.
iii) The method of food production is often partially or fully
using commodities of convenience type there by de-skilling
the automated. (often job and restricting the product range
variable. Similarly, the method of service is simplified)
iv) The pricing of the items and the ASP per customer lies
within a fairy distinct known price band (eg £ 3.50-£ 4.50)

Characteristics of Take-away
i. Food and drink are served at a counter or hatch that is from a
single point.
ii. Offers a limited range of menu compared to the buffets.
iii.The service is fast and thus gives room to serve many
customers.
iv.Food and drink is consumed away from the dining area.
v. Payment for the food and drink is done at the point of service
before the consumption of the food.

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 vi.Establishments are characterised with bright colours and many
mirrors to attract customers and also to create the impression of
large rooms.
vii. Do not provide the sitting facilities as food is taken away.

2. RESTRICTED MARKET
This is a type of market where not every one is allowed to be served
or involved. They include:-
A) TRAVEL CATERING/ TRANSPORT CATERING
This refers to the provision of food and beverage to passengers,
before, during and after a journey, on trains, aircraft, ships and in buses or
private vehicles. These services may also be utilised by general public, who
are in the vicinity of transport catering unit (i.e serves both general and
restricted market).
The service of food and beverage may be particularly difficult due to
the physical conditions within the service area.
Problems in travel catering
i) Staffing these food and beverage facilities
ii) Transportation cost and service of food and beverage
service cost
iii) Space restriction
iv) Security while the operation is in transit

The major forms of modern day transport catering are:-

i) Road or surface catering
ii) Railway catering
iii) Airline catering
iv) Sea or marine or ship catering

I) ROAD OR SURFACE CATERING

This developed from inns and taverns and involves catering to
passengers travelling by surface or road transport. These eating
establishments are normally located around a bus terminus or on highways
especially in coaches or buses which operate on long distance routes. They
may be either government run restaurants, or privately owned
establishments. Services are prone to vandalism and littering. Facilities

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includes:-self-service, vending machines, take away and waiter service
restaurants.

II) RAIL WAY CATERING

This involves catering to railway passengers both during the journey
as well as during halts at different railway stations. Travelling by train for
long distances can be very tiring, hence constant supply of a variety of
refreshment choices helps to make the journey less tedious. It is divided in
to:-
i) Terminal catering
ii) Transit catering

Terminal catering
Services includes:- licensed bar, fast foods, self service, waiter
service, take away, vending machines etc.

Transit catering
Services includes:-
a) Traditional restaurant car service
 Meals organised in a setting
 Passengers to go to the restaurants’ car for service where sitting is
provided and go back to their seats in the train after meal.

b) Buffet car
 Passengers go the car to buy refreshments over the counter.

c) Trolley service
 Snack and drinks are delivered to customers at their seats on a trolley.
III) AIRLINE CATERING
This involves catering to airline passengers on frights, as well as at
restaurants situated at airports. Modern airports have a variety of food and
beverage outlets to cater to the increasing number of air passengers.

Catering to passengers en route is normally contracted out to a flight

catering unit of a reputed hotel or to a catering contractor. Originally
consisted of sandwiches, a flask of tea, coffee and alcoholic beverages but
service today is varied.

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 It’s divided into:- a) terminal catering
c) In-flight or in-transit

Terminal catering
 Service includes:- self service, waiter service, vending machines,
licensed bars etc.

In-flight catering
 Services are varied depending on class of travel and flight duration.
 Classes are divided into:
a) Economy class
 For economy travellers, food portions are highly standardised
 Food portioned in plastic trays
 Use of disposable cutlery and napkins (because are hygienic, reduced
weight and storage space required).
b) First class
 This involves service of food from gueridon trolley
 Food portioned in front of the guest and any sauces and garnishes
added.
 Service of food is on bone china, fine glass ware, cutlery so as to
create atmosphere of high class dining.
 Meals are included in price of fare.
 Service may be contracted to specialist catering firms.

IV) SEA OR MARINE OR SHIP CATERING

Voyages by sea were once a very popular mode of travelling but with
the onset of air travel, sea voyage have declined sharply.

Recently, has again become popular with large number of people

opting for pleasure cruise. Both cargo and passenger ships have a kitchen
and restaurants on board.
The quality of food, service and facilities offered depends on the class
of the ship and the price the passengers are willing to pay.

All this ships provide a variety of foods and beverage service outlets,
to cater to the individual needs of the passengers. They range from room
service and cocktail bars to speciality dining restaurants.

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 B) CLUBS
Refers to the provision of food and beverage to restricted clientele.
The origin of this service can be traced back to England, where membership
of a club was considered prestigious. Clubs for people with similar interests
such as turf clubs, golf clubs, cricket clubs etc have sprung up.
The service of food and beverage in these clubs tends to be of fairly
good standards and are economically priced. Night clubs are usually
situated in large cities that have an affluent urban population. They offer
entertainment with good food and expensive drinks. Clubs also offer
accommodation to bonafide members.

C) INSTITUTIONAL / EMPLOYEE / INDUSTRIAL

CATERING
Provision of food and beverages to people at work, in industries,
factories at highly subsidised rates. It is based on the assumption that better
fed employees are happy and more productive. Today, labour unions insist
on provision of this facility to employees.
Catering for a large workforce may be undertaken by management
itself or may be contracted out to professional caterers. Depending on the
choice of menu suggested by the management, catering contractors
undertake to feed the workforce for a fixed period of time at a pre-
determined price.

D) FUNCTION CLIENT CATERING

Service of food and beverage at specific time and place for given
number of people at an agreed menu and price (i.e service of food and
beverage to people at functions). Also called Out Door Catering. Found in
both commercial and welfare outlets.

THE SUBSIDISED OR WELFARE SECTORS

 Operation in which profit making not a main concern
 Primary concern for the establishment is to care of the well being of
the customer
 Customers have no choice

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  Are several namely:-
i) SCHOOLS
 Meals served normally structured on daily or weekly basis.
 Major concern is to serve a balanced diet for the customers
 School dining halls are used for the service of food either self service
or cafeterias.
 Today a snack type of lunch is offered as an alternative e.g baked
potatoes, pizzas, sandwiches, rolls, pies, soups, yogurts etc.
 Children have a choice of a formal cafeteria fashions.
 In some areas drastic changes have been introduced, such school only
provide dining room and children bring in their lunches from home.

ii) UNIVERSITIES AND COLLEGES

 Institutions of higher learning provide catering for their staff and
teachers.
 The sector suffers from under utilisation of facilities during vacation
periods.
 Universities run their own catering services because are autonomous
and are publically accountable for their spending.
 Universities catering services are of two kinds:-
a) Residential facilities attached to halls
 These serves breakfast and evening meals within an inclusive price
per term
 Students pay in advance for their boarding and lodging
b) Central facilities
 are open and all students and staff are usually served lunches and
snacks throughout the day. ( principle of pay as you eat)

iii) HOSPITALS
 catering in hospital improved in the last 10-20 years
 hospitals are benefiting from well planned and managed catering
services
 service is specialised and patients have no alternative hence food and
beverage provided encourages patients to consume it
 Hospital catering is run on per capital allowance for patients and staffs
pays for their meals.

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  Initially food was portioned at the point of delivery and this meant
that patients would receive cold foods
 Today food service method in hospital is centralised where by patients
tray is prepared in the production area and is transported by trucks or
mechanical conveyors so little delay is experienced between plating
and service.

iv) THE SERVICE

 Includes armed forces, navy, and air forces, police force, fire services
and some port departments.
 Armed forces have their own catering specialist branches
 Civil service organisation such as the metropolitan police force also
have their own catering departments
 Facilities for catering vary from large self-service cafeterias to high
class restaurants
 Function catering is also a common feature in the service.

v) PRISONS
 Work on very limited budget
 Diet for inmates is based upon a fixed weekly quantities for specific
named food commodities with a small weekly cash allowance per
head, for refreshments and a further separate cash allowance per head
for the local purchase of dietary extras of which a proportion must be
spent on fresh fruits
 The catering would be headed by a prison governor who delegates
duties to the catering officer
 Actual cooking and service is done by inmates.

The above markets (i.e General and restricted markets) further falls in
the following types of markets:-
i. Captive market
 In this type of market, customers have no choice within the courses.
 Examples include:-
 Welfare institutions
 Registered clubs
 Customers are likely to be asked to clear from the table as in:-
 Industrial (contract catering)

Michael mathu PAGE 21

  Private welfare catering

ii. Non-captive market

 In this type of market customers have full choice.
 Customers are unlikely to be asked to clear from their tables.
 Examples include:-
 Fast foods
 Retail stores
 Leisure attractions
 Off-premise catering
 Pub/wine bar
iii.Semi-captive market
 In this type of market customers have a choice before entering but
after entering have no choice.
 Examples includes:-
 Airline catering
 Railway catering

Characteristics of market oriented markets (non-captive markets)

i) A high percentage of fixed cost, for example rent, rates, management
salaries etc.
ii) A greater reliance on increases in revenue rather than decreases in
costs to contribute to the profit levels of the establishment.
iii) An unstable market demand for the product, thereby requiring a
greater emphasis on all forms of sales promotion of the product to
eliminate shortfalls in sales.
iv)More likely to have a more flexible pricing policy.
Characteristics of cost oriented markets (captive markets)
i) A lower percentage of fixed costs, but a higher percentage of variable
costs such as food and beverage costs.
ii) A greater reliance on decreases in costs rather than increases in sales
to contribute to the budgeted profit levels of the establishment.
iii) A relatively stable market demand for the product
iv)More likely to have a more traditional fixed pricing policy.

REFERENCES

Michael mathu PAGE 22

 1. Lillicrap Dennis and Cousin John (2006); Food and Beverage
service, Bookpower, (7th edition), London. (pg).
2. Vijay Dhawan (2000), Food and Beverage Service, Frank Bros. &
3. Co.
4. S. Medlik (1972), Profile of the Hotel and Catering Industry,
Heinemann.
5. Loftus David (2007), Restaurant Notes, Ryland Peters & Small.
6. Sudhir Andrews (1980), Food and Beverage Service Manual, Tata
McGraw Hill.
7. Brian Verghese (2009); Professional Food and Beverage Service
Management, Macmillan India Limited. India. (pg).
8. Michael Anker and Vinay K. Batta (1987); Basic Restaurant Theory
and Practice, Longman Group UK limited, London. (pg).
9. Andrew Sudhir (1994); Food and Beverage service Training
manual, Tata McGraw-Hill publishing company Ltd, (2nd edition),
New Delhi New York. (pg).
10. Andrews Sudhir (2008); Food and Beverage Management,
Tata McGraw-Hill publishing company Ltd, (1st edition), New Delhi
New York. (pg).
11. Davis B. Et all (2004); Food and Beverage management,
Butterworth Heinemann, (3rd edition) U.k. (pg12-13).
12.

STAFF ORGANISATION

SUPERVISION AND ORGANISATIONAL HIERARCHY

Michael mathu PAGE 23

Organising

 Is deciding how best to group organisational activities and resources.

Organisational structure

 Is a set of building blocks that can be used to configure an

organisation
Supervision

 Means to oversee the actions or work of a person.

The attitude of supervisors towards employees makes them happy in

their jobs or not.
An employee considers the supervisor as part of management, and the
management in turn considers the supervisor as one who represents the
working force. An efficient supervisor should be able to maintain a healthy
relationship with his seniors, colleagues, subordinates and guest. He should
be able to interpret the policies of the organisation, train workers and direct
procedures to achieve positive results.

QUALITIES OF A SUPERVISOR

A supervisor posses both personal and work traits

PERSONAL TRAITS

 An efficient supervisor should:-

i) Posses a pleasing personality and good temperament
ii) Be a person of high integrity
iii) Have the ability to think independently and profit by experience
iv)Be able to judge things objectively
v) Be honest and loyal to the organisation
vi)Have good health, manners and emotional stability

WORK RELATED TRAITS

Michael mathu PAGE 24

 i) Expertise
Supervisor should be alert, punctual and systematic. Should have
technical expertise to recognise a job properly done and to enhance the
performance of the team. This gives the employees a sense of security and
well being and instils in them a sense of self-confidence to perform better.

ii) Communication and goal setting

Should be able to communicate his instruction clearly to every
employee. He should set realistic goals in consultation with the employees
so that they own these goals and work hard to achieve them.

iii) Delegation
 Means the entrustment of responsibility and authority to another
person to perform a task.
A supervisor should know when and how to delegate authority. Proper
delegation to subordinates aids in their professional development and also
leaves the supervisor with enough time to do more important tasks that may
not be possible to delegate. Delegation is more successful in a climate of
mutual confidence.

FACTORS TO CONSIDER IN DETERMINING THE EXTENT OF

DELEGATION NECESSARY IN A SPECIFIC ORGANISATION.
Are several namely:-

i) Cost
Should ascertain if any saving in terms of time, manpower and money is
possible by delegating work to a subordinate. He should also consider the
losses the organisation may incur if the task is badly performed.

ii) Competence
A supervisor should carefully asses the competence and experience of
the subordinate while delegating the work. The extend of delegation should
depend on the capability of the subordinate.

iii) Control system

A supervisor should ascertain whether the organisation has a proper
system of evaluating the gains achieved as a result of delegation of work.

Michael mathu PAGE 25

He should find out if there are possibilities of undoing the harm that the
delegation may cause.

 The right number of staff should be engaged to ensure that the

organization operates effectively. This staff should cut across all the
major departments in catering establishments as the organizational
structure in operation.

Factors which determine the number of staff required for any catering
establishment.

a) Style of service
 The style of service used by a catering establishment will
determine the number of staff employed or required.
 There are service methods e.g cafeterias that require fewer
number of staff while other methods like Silver service
require many.
 The former style of service requires the customer to do most
of service himself while the later requires individual attention
therefore more staff.

b) Type of clientele
 Service is done in many establishments both welfare and
commercial. Equally, the customers patronising such
establishment do have different requirements needs and it is
out of these needs that the number of staff will be arrived at.
Some clients require a high level of contact while others
don’t.

c) Type and nature of establishment

 Many establishments differ in terms of class, service offered
and the nature of client being catered for.
 High class establishments have a variety of services therefore
more staff and vice versa.

d) Organizational structure

Michael mathu PAGE 26

  Provisions made in the organizational structures of different
organization will also determine the number of staff required.
 Structures are decided by the policy makers in relation to the
type of establishment, nature of client, menu offered and
many others.

e) The service equipment and level of technology

 Establishments which have embraced technology and
mechanical equipment will require less staff than those still
using manual equipments and processes of operation.

 When talking of staff organisation in catering establishments we are

referring to hotels i.e structures of small and large hotels.

ORGANISATIONAL STRUCTURE OF A SMALL INSTITUTION

General Manager

Food and beverage Front of house

Manager Manager

Head chef Restaurant Head receptionist House keeper

Manager

ORGANISATIONAL STRUCTURE IN LARGE INSTITUTION

General Manager

Deputy General Manager

Food and beverage personnel Control office Marketing sales

Front office
Manager Manager assistant manager

Michael mathu PAGE 27

 Assistant food and
Beverage manager

Head chef Restaurant Floor service Banqueting Store keeper

Manager Manager Head waiter

Head house Reception

Head cashier
Keeper Manager
But our main emphasis will be focused on food and beverage service
personnel. The food and beverage service department usually has the
largest staff and effective leadership and supervision is required to direct
the department and guide the staff. The personnel in the food and beverage
service industry require practical knowledge of operations as even a small
error can cause displeasure to the guest. Coordination of activities of all
outlets is essential to provide the guest with quality service at all times.

Organisational chart of the key personnel of the food and beverage

service department

The food and beverage manager

Banquet manager Coffee shop Bar manager Room service

Speciality restaurant
Manager Manager
Manager
Banqueting head Head waiter Head waiter Head waiter
Head waiter
Waiter

Michael mathu PAGE 28

Station Banquet Station Station Station Room
Station Station Station
Waiter Sales Head waiter waiter Service
Head waiter Head
Assistant waiter order taker waiter
waiter

Waiter waiter Bar man waiter waiter

waiter

Assistant Assistant Assistant Assistant Assistant

Waiter waiter waiter waiter
waiter
Trainee Trainee Trainee Trainee
Trainee

DUTIES AND RESPONSIBILITIES OF FOOD AND BEVERAGE

PERSONNEL
1. FOOD AND BEVERAGE MANAGER

Is the head of the food and beverage service department and is

responsible for its administrative operational work. He is a jack-of-all-
trades, as the job covers a wide variety of duties.
Functions of the food and beverage manager
i) Budgeting
 Is responsible for preparing the budget for the department. He should
ensure that each outlet in the department achieves the estimated profit
target or margin.
ii) Quality control
 Ensures that quality is maintained in terms of efficiency in all service
areas. He does this by ascertaining that all staffs are adequately
trained in keeping with the standards of the unit.
iii) Manpower development
 Is responsible for recruitment, promotion, transfers and dismissals in
the department. He should hold regular meetings with section heads,

Michael mathu PAGE 29

 to ensure that both routine as well as projected activities of the
department go on as planned. He should also analyse the
shortcomings in the activities and ensure improvements.
iv)Compiling new menus and wine lists.
 In consultation with the chef, and based on the availability of
ingredients or stocks and prevailing trends, the food and beverage
manager should update and if necessary, compile new menus. New
and updated wine lists should also be introduced regularly.
v) Contributes to the setting of catering policies
vi)Implementation of agreed policies
vii) Formulating, planning and overseeing control systems by
monitoring costs, sales and profit margins.
viii) Constantly evaluating systems and keeping the top management
informed
ix)Purchasing of all materials both food and drinks
x) Training, motivating and effective controlling staff
xi)Co-ordinating all aspects of food and beverage operations
xii) Determines the portion size in relation to the selling price.

2. RESTAURANT MANAGER
 The restaurant manager is either the coffee shop manager, bar
manager, speciality restaurant manager. He reports directly to food
and beverage manager and has overall responsibility for
administration of a particular outlet or section of the food and
beverage department. His duties includes:-
i) Setting and monitoring the standards of service
ii) Administrative duties such as setting duty charts, granting leave, staff
promotions, recommending staff promotions and handling issues of
discipline
iii) Training the staff by conducting a daily briefing
iv)Playing a vital role in public relations, meeting guests, attending to
guest complains, if any
v) Formulating the sales and expenditure budget for the outlet
vi)Planning food festivals to increase the revenues of the outlet alongside
chef and food and beverage manager.

3. RECEPTION HEAD WAITER

Michael mathu PAGE 30

 i) Responsible for accepting bookings and keeps the booking dairy up-
to-date
ii) Making reservations for table and allocate these reservations to
particular station
iii) Receiving and greeting guests on arrival
iv)Taking guest to table and sitting them.

4. HEAD WAITER / Senior captain/ maitre d’hôtel

 The head waiter has the overall responsibility for the day-to-day
running of the restaurant:-
i) He is in charge of the service staff team
ii) He ensures or oversees that mise-en-place (i.e cleaning, setting of
the outlet and staffing to ensure that the outlet is always ready for
service) activities are efficiently carried out.
iii) He takes orders from guests if station waiter is busy
iv)He aids the reception head waiter during service (i.e receives guest
and seats them)
v) He assists in compilation of duty rotas and holiday list
vi)He relives the restaurant manager or reception head waiter on their
day offs.

5. STATION HEAD WAITER/ Section supervisor/ Captain maitre

d’hôtel de carre’
i) Has the responsibility for the service of a number of tables, (usually 5-
6 , seating about 20 customers –this set of table under him are called
station) and is aided by a team of staff (station waiter)
 He should have a good knowledge of food and drink
 He should have the ability to instruct other member of staff
ii) He takes orders on his or her station (rang)
iii) He carries out all the service at the table with the help of station
waiter.

6. STATION WAITER/ Chef de rang

i) Is responsible for the standard of service on his or her station
ii) Together with station head waiter, he prepares any dishes requiring
special assembling or finishing
iii) He relieves the station head waiter on his day off.

Michael mathu PAGE 31

7. ASSISTANT STATION WAITER/ Demi-chef de rang
 He is a waiter who is not as experienced as a station waiter
 His or her duties will be of a similar nature, but the station will
normally be smaller

8. WAITER /server /commis de rang / commis de suite.

 Is a waiter with limited experience
 He or she helps the station waiter during service and main duties
includes:-
i) Carrying food from the kitchen to the service point
ii) Distributing food checks to the kitchen
iii) Responsible for keeping his or her sideboard stocked with
equipment
iv)Depending on experience, he or she may serve vegetables, sauces and
accompaniments
v) He carries out some cleaning during pre-preparation activities
9. TRAINEE/ commis debarrasseur/ apprentice
 This is a learner having just joined the food service staff wishing to
take food service as career.
 Works closely with the waiter
 His or her main responsibility are:-
i) Stacking the sideboard with the necessary equipments for service
ii) Fetching orders from the kitchen and the bar to the service point
iii) Clearing the sideboard in restaurant and taking the dirty items to
wash up
iv)They serve water and assists the waiter
v) Mainly responsible for the mise-en-place
vi)He may be given the responsibility of looking after hors-d’oevres,
cold sweets or assorted cheese from appropriate trolley

10. CARVER / Trancheur

 Responsible for the carving trolley and carving joints at the table as
required by use of carving knife
 He plates up each portion with appropriate accompaniment.

Michael mathu PAGE 32

11. Floor service staff/ floor waiter/ room service waiter/chef de’tage

 Works in the room service outlet, serving both food and beverage to
guests in their rooms.
 Are responsible of a complete floor in an establishment, a number of
rooms or suites (set of rooms in a hotel that are private e.g used for
honey mooners)
 The order is placed by the guest on telephone , and is recorded on a
kitchen order ticket (K.O.T)
 Its then passed on to the duty station head waiter who in turn places
the order to respective service points
 The waiter assigned that order, sets the tray according to the food or
beverage ordered, picks up the order when ready, and serves it to the
guest along with the check, either for payment or signature.
 The service should be prompt and efficient as one lapse means a
complaint about service and dissatisfied guest.
N/B
 Good relationship and co-operation with house keeping staff is
of utmost importance for effective and efficient service.
12. Lounge staff / chef de sale.
 They are responsible for setting up the lounge in the morning and
maintaining its cleanliness and presentation throughout the day.
 Are responsible for the service of morning tea, afternoon tea, aperitifs
and liqueurs before and both lunch and dinner and any coffee required
after meals.

13. Wine butler / wine waiter / sommelier

 Have an important role to play in reputed establishment.
 He should have a thorough knowledge of all drinks.
 Main job is to take orders for the service of wine and alcoholic
beverages and serve them during the meal.
 Should also be aware of the licensing laws prevalent in the city and
should be efficient salespersons.

14. Cocktail bar staff

Cocktail
 This are mixed drinks and are divided into two:-

Michael mathu PAGE 33

 i) Cocktail
ii) Mock tail
Cocktail
 A delicate combination of ingredients with a spirit base, to
which a single beverage or a variety of soft beverages with
additives are mixed.
Mock tail
 Is a combination of two or more non-alcoholic beverages.
 Is a person who works in the cocktail bar
 Should be well versed in skills of shaking and stirring cocktails
 Should have thorough knowledge of all alcoholic and non-alcoholic
beverages and ingredients necessary for making cocktails.
 Should also be aware of licensing laws prevalent in the city or
country.
15. Buffet assistants or buffet chef or chef de buffet
 He is in charge of the buffet in the room, its presentation, the carving
and portioning of food and its service.
 He is normally a member of the kitchen staff.

16. Bar man

 He works behind the bar counter dispensing beverages and making
cocktails
 Have pleasant manners, good communication skills and a sound
knowledge of all beverages and mixes
 He should be fast and efficient.

17. Cashier
 He is in charge of all the takings of the food and beverage operation (
taking- amount of money that a shop or store receives from selling
goods over a particular period of time).
 He makes up bills from food and beverage checks.
 He charges customers as in a cafeteria system of operation i.e
charging customers for their selection of items on a tray.
 Cashiers are not part of food and beverage team so for efficiency
should work closely in association with staff in this department.
 Most cash counters are computerised.
18. Counter assistants

Michael mathu PAGE 34

  These would be normally found in cafeteria system of operation and
does the following:-
i) Stocking the counters
ii) Portion or serves food to the customers
iii) May cook order items.

19. Table clearers

 Are found in seating areas where the service is not waiter service.
 They clear the table on to trolleys specially designed for good
stacking of crockery, cutlery, and flat ware e.t.c.

ATTRIBUTES OF FOOD AND BEVERAGE SERVICE

PERSONNEL
 The product of food and beverage operation is not just food and drinks itself;
service staffs are also part of the product.
 No matter how good the quality of the food, beverage, decor and equipment;
poorly trained and unhelpful staff can destroy the customer’s potential
satisfaction to the product.
 A well trained, smart and helpful staff make up for lacking aspects in an
operation.

Michael mathu PAGE 35

  There are a number of attributes that a service personnel should posses namely:-

i) Professional and hygienic appearance

 The standard that service staff portray reflects the standards of the establishment
e.g. lack of personal hygiene offends guest about enjoying meal and colleagues
avoid working with them i.e. leads lack of harmony in work place
 All waiting staff should observe the following:-
i) A daily shower or bath
ii) Use of mild deodorants
iii) Ensure that after shaves and perfumes are not too strong
iv) Have sufficient sleep, adequate and healthy intake of food and
regular exercise is necessary
v) The hands must be clean, free from nicotine stains
vi) Nails should be clean and well trimmed
vii) Do not wear nail vanish
viii) Ladies should not wear excessive make-up
ix) Ear rings should not be worn but studs
x) Wear clean uniform that is well starched and pressed and all buttons
should be present
xi) Ensure that your hair is clean and well groomed ( if its long should
be tied up or back)
xii) Wear comfortable shoes, clean and of plain design
xiii) Brush teeth before reporting to duty and visit the dentist annually if
possible
xiv) Cover burns and cuts with correct dressing
xv) Report any cold or other possible infections immediately to your
supervisor
xvi) Wash hand thoroughly after you smoke, visiting toilet, taking any
dirt tasks
xvii) Avoid such mannerism as running your fingers through the hair,
touching the nose, mouth etc
xviii) Avoid excessive jewellery

ii) Knowledge of food and drink

 Waiting staff should have a thorough knowledge of all items on the
menu and wine list so as to:-
a) Advice customer on the food and drink content
b) Advice customers on methods used in making the dish
c) Advice the customer on the correct drink to accompany a
meal

Michael mathu PAGE 36

 d) Ensure that the correct cover is laid
e) Enables that the correct accompaniments are provided
f) Ensure the correct service of each item

iii) Punctuality
 Punctuality is of utmost importance to all service personnel
 Staffs who report to work late shows lack of interest and respect to the
management
 Punctuality should be observed all the time to ensure that duties are
done in time and properly

iv) Personality
 Waiting staff should have an pleasant personality
 They must be tactful, courteous, good humoured and of even temper
 They must be able to converse with customers with a pleasant and
well spoken manner.
 They should be able to smile at the right time.

v) Attitudes to customers
 Correct approach to customer is of utmost importance
 Must be able to anticipate to customer needs and wishes but not
servile (wanting too much to please somebody or obey them).
 Care should be taken when dealing with difficult customers
 Never argue with customer as this aggravates the situation
 All complaints should be referred to someone in authority

vi) Loyalty
 Waiting staff should be loyal to the establishment and its management
( loyal-remaining faithful to somebody or something and support
them.)

Assignment
Explain any four skills a waiter would apply in promoting
customer loyalty

Michael mathu PAGE 37

 a) Developing a good or positive attitude toward the customer.
Waiter must anticipate customers’ needs. Customers who know
their needs are catered for always come back.
b) Handling complaints in a pleasant manner. Remember that
customers are always right.
c) Having a sense of urgency – customers who are served quickly
always come back.
d) Being honest with guest – give correct change, remind them the
dishes they like most are available.
e) Ensuring customer satisfaction is optimal at all times.

vii) Honesty
 If there is trust and respect in a triangle of staff-customer-management
relationship then a good working atmosphere is promoted
 This encourages efficiency and team work

viii) Good conduct

 All service staff should be well-mannered and respectful to the guest
and to senior members of staff
 The staff’s conduct should be impeccable always (impeccable-perfect
or without mistake)
 Should be calm and pleasant, in even in the most trying circumstances
 They should follow the rules and regulations of the establishment to
the latter
 Should be able to satisfactorily solve any problems that may arise.

ix) Sales ability or salesmanship

 Food and beverage service personnel are technical sales persons and
in order to sell effectively, they must have a complete knowledge of
all forms of food and drink and their
correct service.
 Should be kept informed by their supervisor of deletions or additions
to the menu.

x) Dealing with complaints

 Service staff should have courtesy, tact, even temper and good
humour when handling complaints

Michael mathu PAGE 38

 xi) Sense of urgency
 Service staff must develop a sense of urgency so that an establishment
maximises the amount of business over the service period.

xii) Customer satisfaction

 Service staff should see that customers have all they require and are
comfortable with the surrounding

xiii) Local knowledge

 Service staff should have a knowledge in the area in which they are
working as this will help them to advice customers on:-
a) Various forms of entertainment offered
b) Places of interest within the area
c) The best means of transport ton places of interest

xiv) Liking for the job

 Service staff should be discrete , intelligent, fast and like their work

xv) Modest
 Service staff should be modest in their behaviour especially to the
customers and everyone else.

xvi) Discretion
 A good waiter should never assume that a diner partner is or is not his
spouse. The best approach is always to call a female guest ‘madam’
rather than ‘ Mrs. X’. This will avoid causing any embarrassment to
any of the parties concerned.

xvii) Hand writing

 Waiters should make every effort to develop good, legible
handwriting
 Illegible handwriting will lead to:-
a) Delay in service
b) Wrong orders prepared
c) Mistakes on guest bill
d) Unnecessary work to colleagues

Michael mathu PAGE 39

 e) Annoyance to customers

xviii)Speech
 Guest expects waiters to be polite, courteous and pleasant and
therefore waiters should make a conscious effort to develop a clear
manner of speech because communication in his job is generally of
verbal nature.

xix) Memory
 A good memory helps to improve performance. It also helps the
service personnel to attend to small but important details such as
remembering a guest's name or his likes and dislikes regarding food
and beverage.

CLASSIFICATION OF ATTRIBUTES OF FOOD AND BEVERAGE

SERVICE PERSONNEL
The profession of food service is a skilled profession. Skilled food service
personnel have pride in their profession. The personal attributes of a waiter
are classified under three heading namely:-
a) Physical qualities
b) Mental qualities
c) Moral qualities
Moral-principle of right and wrong or behaviour considered acceptable.

Following summary of attributes under the three classifications:-

i) Physical qualities
 Personal hygiene
 Professional appearance
 Punctuality
 Speech
 Handwriting
ii) Mental qualities
 Memory
 Knowledge of food and drink

Michael mathu PAGE 40

  Local knowledge
 Complaint handling
 Sales ability
 Sense of urgency
 Customer satisfaction
 Liking of job

iii) Moral qualities

 Honesty
 Confidentiality
 Discretion
 Loyalty
 Conduct
 Personality
 Attitude to customers
 Modest

UNDESIRABLE QUALITIES OF A WAITER

a) Forgetting to greet the arriving customer pleasantly.
b) Letting guests seat themselves, in spite of being present near the
table and not otherwise engaged.
c) Refusing to assist a guest or seating a guest at a dirty table.
d) Serving from the wrong side, when it is possible to serve from the
correct side
e) Not setting tables properly and placing empty sugar bowls / cruet
sets on the table.
f) Forgetting to say 'Pardon me', or 'Excuse me, sir / madam, if a
mistake has been made.
g) Being too familiar with guests. This could lead to embarrassing
situations.
h) Gathering in groups in operational areas and talking loudly and
showing signs of irritability with other members of the staff.
i) Leaving fingerprints on crockery / glassware or making a noise by
clattering the service equipment.
j) Keeping the side station dirty or using torn or stained linen.

Michael mathu PAGE 41

 k) Forgetting a dish that has been ordered, or serving wrong
accompaniments.
l) Overfilling water glasses or leaving them empty or leaving dirty
ashtrays on an occupied table.
m) Being inattentive to a guest's needs, for example, forgetting
special instructions from the guest, such as less chillies or no
onions in the food.
n) Using cold plates for hot food and hot plates for cold food.
o) Touching food with one's hands.
p) Not following the rules of quality waiting at table.
q) Soliciting tips or questioning the amount of tips.

REFERENCES
1. Sudan Amrik Singh (2002), Restaurant Management, Anmol
Publications.
2. Lillicrap Dennis and Cousin John (2006); Food and Beverage
service, Bookpower, (7th edition), London.
3. Loftus David (2007), Restaurant Notes, Ryland Peters & Small.
4. Sudhir Andrews (1980), Food and Beverage Service Manual, Tata
McGraw Hill.
5. A C Marshall, John Fuller, A J Currie (1965), The Waiter, Barrie and
Jenkins
6. Lora Arduser (2005), The Waiter & Waitress and Waitstaff
Training Handbook: A Complete Guide, Atlantic Publishing
Company.
7. David Foskett Et all (2003); The Theory of Catering, Bookpower,
(10th edition), London. (pg 400-402).
8. Brian Verghese (2009); Professional Food and Beverage Service
Management, Macmillan India Limited. India.

Michael mathu PAGE 42

 9. Michael Anker and Vinay K. Batta (1987); Basic Restaurant Theory
and Practice, Longman Group UK limited, London.
10. Andrew Sudhir (1994); Food and Beverage service Training
manual, Tata McGraw-Hill publishing company Ltd, (2nd edition),
New Delhi New York.
11. Andrews Sudhir (2008); Food and Beverage Management,
Tata McGraw-Hill publishing company Ltd, (1st edition), New Delhi
New York.
12. Davis B. Et all (2004); Food and Beverage management,
Butterworth Heinemann, (3rd edition) U.k.

FOOD AND BEVERAGE SERVICE EQUIPMENTS

Service equipments squarely reflect the style, quality and standard of
the restaurant; this creates the first customers impression on entering any
service area.

Factors to consider when purchasing or choosing service equipments

i) Types of service offered
ii) Standards of the restaurant
iii) Type of clientele
iv)Decor and theme of the restaurant

Michael mathu PAGE 43

 v) Durability of equipments
vi)Ease of maintenance
vii) Availability when stocks run out (replacement in future)
viii) Storage
ix)Flexibility in use
x) Price factor (costs and funds available)
xi)Standardisation (standard sizes and colour)

TYPES OF SERVICE EQUIPMENTS

There are several service equipments namely:-
 Table ware
 Special food service equipment
 China ware
 Glass ware
 Linen
 Furniture
 Service trolleys
 Disposables
TABLE WARE
 Is a term recognised as embracing all items of flatware, cutlery and
hollow-ware.

Factors to consider when purchasing table ware.

Previous factors should be born in mind but when purchasing cutlery
and flatware it is important to consider:-
i) The type of menu and service offered
ii) The maximum and average seating capacity
iii) The rush hour turn over
iv)The washing-up facilities and its turn-over

The following are the common flat ware and cutlery used in catering
establishments:-
Soup spoon- for the service of soup in cups, plates and bowls
Fish knives and forks- for fish and hord d’oeuvres
Joint knives and forks- for main meals and entree’
Dessert spoon and forks- for the service of desserts and sweets

Michael mathu PAGE 44

Dessert spoon- service of some soups and cereals
Fruit knives and forks- for fresh fruits
Coffee spoons- for coffee
Tea spoon- for tea, fruit cocktails, ice-cream served in coupes and boiled
eggs.
Service spoon and fork- for transferring food from platters to the guest
plates
Steak knife-for cutting steak. It has a serrated edge.
Grape fruit knife- for cutting grape fruit
Cheese knife- for cutting cheese
Hollow-ware
 This is a metal or ceramic container for food service.
Such hollow-ware includes:-
Table service
Soup tureens-for service of soup in large quantities (i.e. portioning soup
into customer’s soup bowl, plate or cup).
Soup bowl- ceramic bowl for individual guests. These bowls are filled from
soup tureens
Trays- are of various sizes and have several uses.(beverage trays are
always round)
Oval flat tray with lid- these are stainless steel or silver coated trays
that carry food to the guest table
Round flat tray with lid- for service of vegetables
Oval or round entree dish- food containers and are used to cook and serve
food to guest plate especially stews
Water jug- silver-plated or stainless steel jugs for service of water into
guest water goblets
Sauce boats- to present sauce on the table.

Cock tail service

Round salver platter- for the service of drinks. They are silver-plated
Ice-buckets- to hold ice
Champagne bucket- to hold crushed ice to chill champagne

Still room service

Coffee pots- those with long spouts to hold coffee
Tea pots- those with short spouts to hold tea

Michael mathu PAGE 45

Creamers- milk jugs
Sugar pots- to hold granulated or cubed sugar

Special table ware

Sugar tongs- to pick sugar cubes from sugar pot
Asparagus tong- to pick hot or cold asparagus
Oyster forks- to open oyster shells
Finger bowls- bowls of warm water to wash finger before and after a
meals
Cruets sets- salt and pepper dispensers in wood or stainless steel
Ice-cream scoop- retractable spoon to portion ice-cream from ice cream
tubs
Sauce ladles- long-handled spoon to portion sauces
Soup ladles- long-handled spoon to portion soup
Toast rack- a rack with divisions to hold toast upright
Snail tong- to pick snails
Snail fork- is a two-tine fork to pick meat from snail shells
Fondue fork- is a two-tine fork with a long handle to cook cubes in a
fondue pot of hot oil
Caviar knife- a short knife to pick caviar from caviar pot
Sundae spoon- a long-handled spoon to reach deep sundae glass
Ice-cream spoon- a blunt-edged spoon to slice and lift ice-cream from an
ice-cream coupe
Pastry fork cum knife-a fork with one tine like a knife to cut and pick pastry
Corn on the cob holder- a trident-shaped short fork that pierces corn on
the con
Lobster pick- a pick that reaches difficult areas of the lobster
Butter knife- a special knife that allows cutting, slicing and lifting of
butter from butter dishes.
Cheese knife- it permits slicing and lifting cheese
Grape fruit spoon- a deep-bowled spoon that allows scooping into
rounded grape fruit
Nut cracker- a type of pliers that helps in cracking nuts such as walnut,
almonds e.t.c
Gateaux slice- a flat spoon that allows lifting of pastries from their
displays
Steak knife- a knife with serrated edge to cut thick meat easily

Michael mathu PAGE 46

Storage of table ware
Flat ware and cutlery (Handling of Tableware)
 Storage of cutlery and flatware is very important.
i) Stored in boxes or drawers lined with baize to prevent the items being
scratched (pitting).
ii) Stored in lockable room or cupboard
iii) May also be stored in cutlery trolleys.

Hollow-ware
i) Stored on shelves which are labelled showing different items
ii) Stored at convenient heights for easy placing and removing from the
shelves

SPECIAL FOOD SERVICE EQUIPMENT

This forms part of miscellaneous table ware and includes the following:-
Flower vases- to hold a rose bud
Fruit stands - to display fresh whole fruit
Tea strainers - in silver-plated metal used to sieve tea
Candle stands - in silver or silver plated to hold one candle
Sundae coup – glasses to serve sundaes
Oil and vinegar bottles – decorative bottles placed on the guest table for oil
and vinegar
Oval au gratin – hollowware for au gratin preparations
Cocotte dish – for items cooked in proportions
Jam and marmalade pots – to be placed on guest table for breakfast i.e for
preserves
Tooth pick holder – for toothpicks
Straw holder – for drinking straws
Chaffing dishes – containers heated by solid fuel for holding food on buffet
tables
Burners – either solid fuel or oil lit for chaffing dishes or fondue pots
Copper pans – for use in preparing flambé items on gueridon
Punch bowl and ladle – for punch preparation
Bread basket – wicker basket to display assorted breads
Ash tray – for cigarettes ash
Cake stands – to display a whole cake

Michael mathu PAGE 47

Pudding cups – for portioning puddings
Wooden salad bowl
Melon bowl
Wine funnel
Cheese dish
Irish coffee burner

CHINA WARE
 China is a term used for crockery whether bone (fine and expensive),
earthenware or vitrified or (metalized) ware.
 China is a porcelain pottery originating from china.
 China is made of silica, soda ash and china clay, glazed to give a fine
finish.
 It should be opaque and free from air bubbles.
 It can be found in different colours and designs which are always
coated with a glaze.
 China ware is more resistant to heat than glassware.

Factors to consider when purchasing china ware.

i) Every item of earthen ware should have complete cover of glaze -to
ensure a reasonable length of life
ii) China should have a rolled edge - this gives reinforcement at the
edges
iii) The pattern should be under the glaze
iv)China should be dish washer- proof

Earthen ware produced for catering purposes is given a trade name by the
manufacturer to indicate its strength.
e.g.:- Vitreous - vitrex - ironstone - vitrock - vitresso -
vitrified
Of the above examples, vitrified ware is recognised to be the strongest.
Two newer forms of crockery known as:-
i) Steelite
ii) Micratex
Steelite
 Is advertised as vitreous china and has the following characteristics:-
i) Has a high chip resistance

Michael mathu PAGE 48

 ii) Has a high heat-retaining quality
iii) Has a low absorption level
iv)Has a glaze to withstand high temperatures and pressure
 Comes in a variety of shapes and patterns to suit most needs.

Micratex
 A form of crockery where the body strength of the china is reinforced
by aq technique employed in grinding the clay.
 This technique makes the article stronger without adding to the
weight.

Classification of catering china

 Are various classification namely:-

i) Bone china
 Is a very fine (extremely robust), hard china (hard wearing) made of
clay mixed with bone ash and its very expensive and has a finer
appearance than any other china.
 Decorations are found under the glaze only.
 The price of bone china puts it out of reach of the majority of
everyday caterers, and only a few of the top class hotels and
restaurants would use it
 Can be made to thicker specification under requests
 Has a range of designs, pattern and colour and therefore suitable for
all occasions

ii) Hotel earthenware

 It made from U.K
 It’s produced in large quantities as it is less strong, less tough, easily
chipped and more porous than stoneware, but its low cost and easier
working compensate for these deficiencies.
 Due to its higher porosity, earthenware must usually be glazed in
order to be watertight.
 Mainly used in institutional catering where price and cost is highly
considered.
 Earthen ware can be made stronger than that designed for domestic
uses.

Michael mathu PAGE 49

 iii) Stoneware
 Stoneware is a hard pottery made from siliceous paste or a natural
ceramic material, and fired at a very high temperature (about 120° c)
to vitrify (make glassy) the body.
 Its traditionally shaped by hand-crafting technique and has a wide
variety of shapes and finishes i.e from matt to a high-gloss glaze.
 It is non-porous and extremely durable with high thermal and shock
resistance
 Price is slightly higher than earthenware due a long-life guarantee

iv)Porcelain
 Porcelain is a ceramic material made by heating selected and refined
materials, which often includes clay of kaolinite clay, to high
temperatures.
 The raw materials for porcelain, when mixed with water, form a
plastic body that can be worked to a required shape before firing in a
kiln at temperatures between 1200°C and 1400°C.
 The toughness, strength, and translucence of porcelain arise mainly
from the formation of glass at high temperatures
 Is a completely different composition with a semi-transulent body,
normally blue/grey, and has a high resistance to chipping

Standard types and sizes of china ware

Entree plate - 93/4-10ʺ (23 cm) diameter Side plate - 6ʺ (15 cm)
diameter
Dessert plate - 7ʺ (18 cm) diameter Fish plate - 8ʺ (20 cm)
diameter
Soup plate - 8ʺ (20 cm) diameter Soup cup (two handles)-
7 ½ oz
Joint plate - 10ʺ (25 cm) diameter Salad plate - 5ʺ (13 cm)
diameter
Coffee cup - 8-10 oz Tea cup – 18.93 cl
Saucer - 6ʺ (15 cm) diameter Demi-tasse cup – 9.47 cl
1
Tea pot – ½ pint, 1, 1 /2 , 2 pints French onion soup bowl-
8 oz
Other chinaware

Michael mathu PAGE 50

 - Milk jug - Cream jug - Sugar pot-Coffee pot - Butter
dish - Ashtray
- Egg cup - Soup cups - Platters - Cereal bowl - Hot
water jug

N/B- Vitrified china ware is stronger

It has a higher breakage rate and therefore needs careful handling

Storage of chinaware (Handling of Chinaware)

 Whatever quality of china or crockery is used, the most important

thing to ensure is that it is washed, rinsed and dried correctly to ensure
that no dirt, stains or unusual appear.
i) Chinaware has a high breakage rate and, therefore, needs careful
handling.
ii) They should be stored on shelves in piles or stakes of approximately
two dozen each. Any higher may result in toppling down.
iii) They should be stored at convenient height for placing on, and
removing from to avoid accidents
iv)Chinaware should be kept covered to prevent dust and germs settling
on it.
v) Chipped and cracked items harbour germs and should, therefore, not
be used and disposed off carefully

GLASSWARE
 It is a combined term for all drinking receptacle unless the dinnerware
is also made of glass.
 Glasses are made from sand (silica), soda (sodium oxide) and lime
(calcium oxide) and the proportion of each makes different types of
glasses. E.g glassware in hotels composition of 72% silica, 15%
sodium oxide, 9 % calcium oxide and 4 % minor ingredients.
 Glassware used in catering establishments includes :-
i) Glass containers that are used in beverage service, kitchen jars
and bottled drinks
ii) Glass ceramics that are used in crockery and heat resistant cook
ware

Michael mathu PAGE 51

 iii) Speciality glass for specific purposes like glass doors, table
tops and decorations e.t.c

Factors to consider when purchasing glass ware.

i) Glass should be completely transparent
ii) Glass should be free of air bubbles
iii) Glass should not be chipped

 Glasses are measured in terms of capacity (volume) i.e fluid ounces,

out or centilitres
 Restaurant glasses are usually plain and for specialty restaurants in
exceptional cases are coloured

Qualities of a good wine glass

 Should be plain and clear
 Should have a stem for holding the wine glass
 Should have a slight incurving lip
 Should be large enough to hold the particular wine
Cleaning the glassware

Hand washing
 Use the correct detergent.
 Use a soft cloth.
 Hand wash glasses one at a time.
 Watch for lipstick.
 Do not knock the glasses together.
 When finished place upside down on a cloth.

Machine washing
 Carefully place the prepared racks one at a time in the machine.
 Wash them, following the manufacturer’s instructions.
 When finished take racks out of machine and place on a flat
surface.

Drying

Michael mathu PAGE 52

  Dry glasses as soon as possible after washing.
 Use a lint-free cloth.
 Do not touch the glasses directly with your hands.

Storage of glassware (Handling of Glassware)

 Glassware is highly fragile and most delicate and expensive: hence
utmost care has to be taken while handling glass equipments.

i) Stored in a glass pantry and should be placed in single rows on paper-

lined shelves, to prevent dust settling in them.
ii) Stored in a glass rack (are rubber lined and have individual
compartments to prevent glasses from moving in transit and storage)
iii) In restaurant, glasses must be kept on trays with tray cloth to
prevent slippage
iv)Glasses with stem must be held by the stem and stored inverted
v) Tumblers should not be stacked inside one another as this may result
in heavy breakages and accidents.
vi)The appearance of the drink mainly depends on the glass and
therefore, the glass should be sparkling clean and attractive in shape
and style.
vii) When glassware is machine or hand washed, each individual
item must be polished and dried with a glass cloth made of linen, as
water leaves stains on the glasses.
viii) Glasses whether clean or dirty have to be handled by the base or
stem, since the finger prints left on the glass necessitates polishing.

N/B - Glasses must be held against the light to detect smudges or water
spots

Michael mathu PAGE 53

 Different types of glassware

Michael mathu PAGE 54

Tulip Glass
A tulip glass not only helps trap the aroma, but also aids in maintaining
large heads, creating a a visual and olfactory sensation. The body is
bulbous, but the top flares out to form a lip which helps head retention. It is
recommended for serving Scottish ales, barley wines, Belgian ales and
other aromatic beers.

LINEN

Michael mathu PAGE 55

  Is one of the more costly item within overheads and therefore its
control is of utmost importance
 Linen in catering establishment is held in housekeeping department or
linen room and is issued upon receipt of a requisition form. The
requisition form is written in duplicate - top copy for housekeeping
department or linen store and duplicate copy – remains in the
requisition book in food and beverage area.
 For effective control of linen, should be exchanged or requisitioned or
issued on basis of “one for one” i.e one clean issued for one dirty.
 Surplus linen stock should be held in the food service area in case of
emergency in spare linen store or cupboard and should always be
locked for control purposes

Factors to consider when purchasing linen

i) The class of the establishment
ii) Type of clientele (customer)
iii) Cost involved (cost and funds available)
iv)Style of menu and service offered

 Most linen is standardised to serve the restaurants, bars, room service

and banquets

The main items of linen found in catering establishments are:-

i) Table cloths
 Main cloth used to cover table.
 Are used for presentation purposes, comfort and also to minimise
noise when b placing items on the table and has the following
dimensions:-
 To fit 2’ 6ʺ table (76cm) - 54ʺ x 54ʺ (137cm)
 To fit 3’ square table (1 m) - 72ʺx72ʺ (183cm)
 To fit rectangular table - 72ʺx96ʺ (183x244 cm)
 To fit round table 1m (3 feet) diameter - 54ʺ x 54ʺ (137cm)
 Table cloths should be large enough to cover the top as well as a
portion of the legs of a table without interfering with the guest's
comfort while he is seated at the table.

Michael mathu PAGE 56

  The size of the tablecloth varies according to the size of the table it is
required to cover.

ii) Slip cloths or Naperones

 These are designed to be laid over the tablecloth to protect it from
spillage and give it a longer life.
 Using a slip cloth reduces the number of tablecloths used and thus
reduces the cost of inventory and laundry.
 Slip cloths has the following dimension:-
 1m x 1m (3 ft x 3 ft)

iii) Napkins or Serviettes

 A napkin or serviette is a square cloth or paper used at the table for
wiping the mouth while eating.
 It is usually small and folded and conventionally, the napkin is
folded and placed to the centre of the place setting.
 In an ambitious restaurant setting, it may be folded into elaborate
shapes and displayed on the empty plate.
 A napkin may also be held together in a bundle (with cutlery) by a
napkin ring.
 Alternatively, paper napkins may be contained with a napkin
holder.
 Napkins may be of the same colour as tablecloths, or in a colour
that blends with the decor of the restaurant.
 Napkins should be spotlessly clean and well-pressed.
 The ideal dimension for napkins are as follows:-
 18ʺ x 18 ʺ ( 46 cm x 46 cm)
 20ʺ x 20 ʺ ( 50 cm x 50 cm)
 12 ʺ x 12 ʺ ( tea napkins)

iv)Buffet cloth
 Are used to cover buffet or counter tables and the minimum should
have a dimension of
6 ft x 12 ft ( 2 m x 4 m) and for longer tables there may be longer
cloths.
v) Waiters cloths or service cloth

Michael mathu PAGE 57

  A service cloth is a very important part of service equipment as
well as being part of the food server’s uniform.
 It must be kept clean and ironed at all times and only used as a
service cloth for certain activities such as:
i) Carrying hot plates
ii) Final polishing of plates
iii) Wiping small spills
iv)Brushing crumbs onto a service plate
v) Wiping the undersides of the plates before placing
plates on the table.
 Service cloths are also used by every waiter as protection against heat
and to keep uniforms clean.

vi)Tea and glass cloth

 Best are made of linen or cotton and are used for polishing
glassware

vii) Trolley cloth and sideboard cloths

 Are made from table cloths well worn and not suitable for use on
tables, mende by the house keeping department and folded to fit a
sideboard or trolley.
viii) Tray mats
 Made of the same material as trolley cloths and are used to line
trays and are of the same size as the tray used.
Storage of linen
i) Should be stored on paper-lined shelves
ii) Should be stored correct sizes together
iii) Should be stored with inverted fold facing outward- to facilitate
counting and control
iv)Should be stored in lockable cupboards
v) Should be stored covered to avoid dust settling on it

Rules to observe when removing stains

i) Stains should be removed when fresh, this is because they come out
easily.
ii) The respective stain removal agent should be used for stains identified
only so as not to damage the article.

Michael mathu PAGE 58

 iii) When removing stain, the removal agent should be in solution
form especially with coloured materials.
iv)If the nature of the stain is unknown treat the stain using the least
harmful methods first.
v) The stain removal agent should always be tried on a hidden part of the
article first.
vi)After removing the stain, the linen should be rinsed immediately to
remove the agent completely
vii) Follow instructions of using the removal agent to avoid
damaging the article.
FURNITURE
 Must be chosen according to the needs of the establishment and
determines the dinning arrangements.
 By use of different materials, designs, finishes and arrangements,
one can change the atmosphere and appearance of the food service
area to suit different occasions

Factors which influence the choice of restaurant furniture

a) The type of restaurant
 The materials used will depend on the type of restaurant e.g
Formica or plastic may be
appropriate for cafeterias or staff dining room
b) The decor of the restaurant
 The choice must be in line with the restaurant and the decor.
c) The type of client or customers
 Customers have different preferences. Those who spend a lot of
time over lunch will require comfortable furniture, therefore
padded chairs and well covered tables may be appropriate for
them.
d) The money available
 The money available for the purchase of furniture will determine
what type, design and quality of furniture to buy.
e) The size and shape of the service area
 E.g where there are corners and curved areas, the design of
furniture may be for that particular area and may not fit
elsewhere.

Michael mathu PAGE 59

  Restaurant furniture are made of different materials but common
ones are:-
i) Wood
ii) Metals especially aluminium
iii) Formica or plastic-coated table tops
iv)Plastic and fibre glass

i) Wood
 Is the mostly used material in dining-room furniture
 Are various types of wood and grain finishes used and should blend
with decor of the establishment.
 Is strong, rigid and resist wear and stains
 Is the principal material in chairs and tables in use in all food and
beverage service area
ii) Metals
 Mainly aluminium and aluminium-plated steel or brass are the
common metals used in production of dining-room furniture
Advantages
i) Is light in weight
ii) Is hard wearing
iii) Has a variety of finishes
iv)Is easily cleaned
v) Are of reasonable costs (cheap)
 Nowadays, its common to find a wooden-topped table with a metal
base or a chair with a light weight metal frame and a plastic finish for
the seat and back.

iii) Formica or plastic-coated tables

 This may be found in many cafeterias or staff dining-rooms
 The table tops comes in a variety of colours and designs suitable for
all situations
Advantages
i) Are easily cleaned
ii) Are hard wearing
iii) They eliminate the use of linen

Michael mathu PAGE 60

  Place mats may take place of linen

iv) Plastics and fibre glass

 Are mostly or extensively used to produce dining-room chairs
 These materials are easily moulded into single-piece seat and back to
fit the body contours, the legs usually being made of metal
Advantages
i) Are durable
ii) Are easily cleaned
iii) Are light in weight
iv)Are available in large range of colours and design
v) Are relatively cheap (inexpensive)
vi)May be stacked

The common furniture used in catering establishment are as follows :-

i) Chairs
ii) Tables
iii) Sideboards
i) Chair
 Come in variety of designs, materials and colours to suit all situations
and occasions
 Made of variety of materials e.g wood, plastic, leather, wool fabric,
pvc e.t.c
 When planning food and beverage service area you should maximally
utilise the seating area
ii) Tables
 Are of variety shapes i.e round, square, rectangle e.t.c thus breaking
the monotony of the layout of the room.
 Most of table tops are made of Formica
 Table edges and corners must be reinforced to avoid chipping and
cracking
 Most table top should have a plasticised foam or green baize covering
because:-
i) Heat resistance-protect table
ii) Makes table clothes not to slide about
iii) Deadens the sound of china and cutlery being laud

Michael mathu PAGE 61

  Are made of different dimensions.

Use of chairs and tables gives different seating arrangements

Factors to consider when planning seating arrangements

i) The size and shape of the food service area
ii) The design of tables and chairs used
iii) The allowance made for gangways and clearing trolleys
iv)The type of establishment e.g cafeterias, first class establishments

Types of dining arrangements

 Are several namely:-

i) Loose random
 Free standing furniture
 Positioned not to a predetermined pattern
ii) Loose module
 Free standing furniture
 Positioned within a given area
 To a predetermined pattern with dividers or no dividers
iii) Booth
 Fixed seating
 Usually high backed
 Used to create secluded seating
iv)High density
 Furniture with minimum dimension (small in size)
 Usually fixed in nature
 Positioned within a given area to create a maximum
seating capacity
v) Module
 Tables and chairs constructed as one
 May be fixed
vi)In situ
 Customers served in areas not designed for service e.g
aircraft
vii) Bar and lounge areas

Michael mathu PAGE 62

  Customers served in areas not conventionally designed for
eating

iii) Sideboards
 Is a piece of furniture with shelves and cupboards, spacious enough to
hold all linen, cutlery, crockery e.t.c for service to a particular number
of covers
 Is the most vital piece of furniture for the smooth functioning of
service
 Is also called dummy waiter
 Should be of minimum size and portable
 The top should be of heat resistant material and easily cleaned
 After the service the sideboard is either emptied or restocked for the
next service
 Materials used in the make-up of sideboard should blend with the rest
of the decor
 The style and design of a sideboard varies from establishment to
establishment and depends on a number of factors as below:-
i) The style of service and menu offered
ii) The number of waiters or waitresses working from one
sideboard
iii) The number of table to be served from one sideboard
iv) The amount of equipment it is to hold

The essential points for sideboard:

 The sideboard should be of minimum size and portable so that it may
be moved easily if necessary.
 The top of sideboard should be of a heat resistant material so that hot
dishes can be kept at it while servicing.
 The sideboard should be cleaned and restocked for every next session.
 The number of items and its quantities, kept inside, should be same
always. The sideboard should not be overstocked.
 Always keep wiped and polished cutleries and crockery’s inside.
 The table linen should be kept properly stacked and in order.

Factors to take into account when stocking a sideboard

Michael mathu PAGE 63

 a) Items required frequently should be placed on top so as to minimise
the time taken to go for it.
b) Heavier items such as plates should be placed on the lower shelf to
avoid breakages.
c) Cutlery items in the drawers should be arranged in such an order that
similar items are not kept in adjacent compartments e.g joint knives
and side knives.
d) Worktop of the sideboard should be kept clear of all items at all items
to avoid accidents.
e) Overall appearance of the arrangement should be neat, tidy and
aesthetic.

Sideboard stock:
 Items commonly required on the sideboard include:-
 Ashtrays
 Bread baskets
 Bottle openers
 Butter dishes
 Corkscrews (for opening wine bottles)
 Condiments: Worcestershire sauce, Tabasco sauce, Tomato sauce,
Pickle, chutneys, Chilli sauce, etc.
 Cruet sets: salt, pepper, oil, vinegar, mustard etc.
 Cutleries and flatware: soup, dessert, sundae and tea spoons,
fish knives and forks, A.P. knives and forks, side knives,
coffee spoons, etc.
 Doyleys
 Fingerbowls
 Glassware, water jugs
 Linen: napkins (serviettes), napperons, tablecloth
 Match boxes
 K.O.T. book, bill folder, pencil
 Service cloths
 Under plates, teacups and saucers etc.

N/B - The type of furniture used must be:-

i) Pleasant to look at

Michael mathu PAGE 64

 ii) Hardwearing
iii) Durable
iv) Easy to clean

SERVICE TROLLEYS
 Are mobile display units that are wheeled to the tableside to stimulate
sales of food and beverage items i.e an important part of
merchandising food and beverage.
 Are several namely:-

i) Horse d’oeuvres trolley

 Used for service of horse d’oeuvres
 Before service, waiters should ensure that:-
i) Cleaned thoroughly
ii) Wheels of the trolley move freely
iii) Set the containers so that they look attractive
iv) Has adequate number of service spoons, forks, napkins and
under liners
v) Has sufficient number of dessert plates to serve the item to
the guest

Horse d’oeuvres trolley

ii) Salad trolley

 For preparation of salads
 Before service the waiter should ensure that:-
i) Salad bowls are set in an attractive way
ii) Wooden bowl with spoon and forks are kept ready

Michael mathu PAGE 65

 iii) Various types of dressings are arranged in sauce boats
iv) Lettuce leaves are kept in a glass jar containing water for
preparing green tossed
salad

Salad trolley

iii) Cheese trolley

 For displaying different types of cheese
 Cheese should be arranged on cheese board- cheese knife for cutting.
Several accompaniment should be served with cheese board such as brown
bread, crackers, celery, watercress e.t.c

Cheese trolley

iv) Wine trolley

 Service of wine and must be equipped with following items:-
- Wine opener - Wine waiter - Waiter’s
cloth
- Assorted wines - Assorted wine glasses - Wine list
- Battery and switch for lights

Michael mathu PAGE 66

 Wine trolley

v) Liqueur trolley
 Service of liqueurs and should be equipped with the following:-
- Assorted glasses - Assorted liqueur/brandy/port - Cigars
- Draining stands - cigar cutter - Matches
- Service server - Jug of double cream - Teaspoon
- Waiters cloth - Drinking straws - Wine list
- Check pad

Liqueur trolley
vii) Gueridon trolley or Flambe Trolley
 Is used to cook food or to complete semi-processed food in the
restaurant itself
 Flambé items are also prepared on this trolley
 Should be equipped with following items:-
- Proprietary sauces - Pepper mill - Oil -
Mustard
- Matches and ashtray - Vinegar - White wine -
Napkin
- Flambe copper pan - Service spoon & fork -
Brandy
- Wooden board- Carving knife & fork - Sugar

Michael mathu PAGE 67

 - Salt and pepper - Gas cylinder

Flambe trolley
viii) Fruit trolley
 This applies especially to diet-conscious guests who may opt to eat
only salads and fruits
 The trolley should have the following items:-
- Paring knife - Half plates - Fruit bowls
- Napkins - Mixing bowl - Castor sugar
- Tea spoon

DISPOSABLES
 Are materials or equipments that are used and disposed after use.
 Are also called “ throw-away”
 The growth in use of disposables has considerably grown rapidly over
the past 20 years
 Over 1/3 of those sold are expected to be multi-ply rather single-ply
as this suggests are better quality
 Emergency of public-house catering as a competitor to the fast food
and take-away establishment has led to expansion of disposables.
 Many establishment use disposables to cut costs either on purchase of
continental equipments, washing-up, labour, equipment and even
materials
 They must be:-
i) Attractive
ii) Presentable
iii) Acceptable to the client
iv) Help attract customers
 The choice of which disposables to use may be determined by:-
i) Necessity

Michael mathu PAGE 68

  Is due to situations such as:-
- Out door catering
- Automatic vending
- Fast foods
ii) Cost
 Cost consideration such as:
- Cost of laundry
- Saving on wash-up

Factors that has led to growth of disposables

i) The need to reduce costs
ii) The difficulty of obtaining labour for washing up
iii) The cutting of the high costs of laundering
iv) Improved standards of hygiene
v) Breakage cost minimisation
vi) Reduction in storage space technology e.g cook chill and cook
freeze
vii) The need of “transport” caterers on train, boat and planes
viii) Fast-food development- related to increase customer acceptability.

Types of disposables
 The main varieties of disposables available are used broadly speaking
in the following areas:-
i) Storage and cooking purposes
ii) Service of food and beverages e.g plates, knives, forks, cups
e.t.c
iii) Decor – napkins, table cloths, slip cloth, banquet roll,
place mats e.t.c
iv)Hygiene – wipes e.g napkins, glass cloths e.t.c
v) Clothing e.g aprons, chef hats, gloves
vi)Packaging – for marketing and presentation purposes

Advantages of disposables
i) Equipment and labour
- disposables reduce the need for washing-up equipments, staff
and materials
ii) Hygiene

Michael mathu PAGE 69

 - Usage improves the standard of hygiene in an establishment
iii) Time
- disposables speeds up service e.g for fast foods
iv) Properties
- have good heat retention and insulation properties
v) Marketing
- disposable can be used as a promotional aid
vi) Capital
- usage reduces the amount of capital investment
vii) Carriage
- are easily transported
viii) Cost
-disposables are cheaper than hiring conventional equipment.
Disadvantages of disposables
i) Acceptability
- Customers acceptability may be poor
ii) Cost
- Disposables can be more expensive than some conventional
equipments
iii) Storage
- Back-up quantities are required
iv) Supply
- There is heavy reliance on supply and delivery time.

EQUIPMENT HANDLING
 Management invests substantial amount in supplies and equipment.
Service staffs are, therefore, expected that these equipments are
handled gently and carefully. Staff should be sanitation and safety
conscious.
 Equipment should be handled in the right spot stemmed glass by the
stem, tumblers by the base, flatware by the handle. Bowls should
never be held by the rim, use appropriate underliners. The thumb
should never show on the plate.
 When setting up cutleries, as well as glass wares, avoid leaving finger
marks by using trays or by securing them inside a cloth napkin.
 To prevent breakage, be conscious of the rules of equipment handling.

Michael mathu PAGE 70

Breakages are usually caused by the following factors:
1. Mechanical Impact -- results from object-to-object collision. This is
induced by stacking of glass wares and china wares, picking of glasses in
bouquet, overloading of bus pans and trays, putting cutleries inside glasses.
2. Thermal Shock -- result of sudden change of temperature. This happens
when hot water is placed inside a chilled / cold glass and vice versa, abrupt
use of glass wares after coming of the dishwashing machines, heating
chilled bowl in a microwave.
3. Improper Handling and Misuse of Equipment – using the equipment
for a purpose it was not intended for such as using a glass to scoop ice,
using knives for opening cans, etc.
4. Inattentiveness or Absent-mindedness – accidents often occur when
service personnel are absent-minded or are inattentive in executing services
especially when they are carrying breakable equipment.
5. Environmental Factors – greasy / wet floor, slippery floor, broken tiles,
blind doors.

Measures to Avoid Breakages

 Use trays when serving and bussing.
 Proper system should be followed in stacking and storing
equipment.
 Use appropriate door for entry and exit. A separate door for
entering and exiting should be installed to prevent collision.
 Use appropriate glass racks. Make sure that the glasses are
conveniently, but not tightly inserted in each rack.
 Buss out glasses separately from chinaware.
 Avoid overloading trays and bus pans.

Do's and Don’ts of Equipment Handling

i) Dump ice out of the glass; preheat the glass before pouring hot water.
Don't pour hot drinks in chilled or cold glasses.
ii) Stack dishes according to size and kind. Never stack too high.
iii) Handle stemmed glasses by the stem and tumblers by the base.
Never handle glasses in bouquet.

Michael mathu PAGE 71

 iv) Remove glass / china from bus pan one at a time. Don't unload china,
glasses at random.
v) Use ice scooper for scooping ice. Never use the glass for scooping ice.
vi)Never put cutlery into glasses, put them in appropriate containers.
vii) Make sure of an adequate back-up supply of glassware for rush
periods.
viii) Always be on the lookout for cracked or chipped glassware and
remove them.
ix) Never allow glass-to-glass contact on overhead racks, keep distant
from each other.
x) Never overload the tray / bus pan. Load only what it can conveniently
accommodate.
xi) Never buss glasses in the sink. Buss them directly onto divider racks.
xii) Never stack glasses. Use trays and avoid over crowding them to
prevent breakage.

Sanitation Standards in Handling Service Equipment

i) Use clean and sanitized glasses, flatware, chinaware and other
equipment for service.
ii) All service equipment must be wiped dry with clean cloths to avoid
watermarks. The cloths used for this purpose must be segregated from
other wiping cloths.
iii) Bowls should be underlined with appropriate under liner and
never to be served with the finger touching the rim.
iv)When serving straw serve them with their wrappers or in their
respective dispensers.
v) When serving additional utensils or napkin, place them in a small
plate to avoid direct contact with hand.
vi) The thumb should be kept away from the plate to avoid touching the
sauce, meat or dish.
vii) When setting up flatware and glasses, avoid leaving finger
marks; carry them in trays or with a cloth napkin.
viii) Never serve food using cutleries that have fallen on the floor.
ix)To avoid contamination, food must be covered when it is not served
immediately.

Michael mathu PAGE 72

N/B - Never serve utensils, cups, glasses or plates that are oily, wet or with
finger marks, spots or lipstick mark.

REFERENCES
1. Sudhir Andrews (1980); Food and Beverage Service Manual, Tata
McGraw Hill.
2. Vallalar Salai, Pondicherry (2008); Food and beverage service,
Bharathiar University, Coimbatore.
3. Regina S. Baraban, Joseph F. Durocher (2001); Successful
Restaurant Design, John Wiley and Sons
4. Costas Katsigris, Chris Thomas; Design and Equipment for
Restaurants and Foodservice: A Management View,
5. Lillicrap Dennis and Cousin John (2006); Food and Beverage
service, Bookpower, (7th edition), London. (pg).
6. Vijay Dhawan (2000), Food and Beverage Service, Frank Bros. &
Co.
7. S. Medlik (1972), Profile of the Hotel and Catering Industry,
Heinemann.
8. Loftus David (2007), Restaurant Notes, Ryland Peters & Small.
9. Sudhir Andrews (1980), Food and Beverage Service Manual, Tata
McGraw Hill.

Michael mathu PAGE 73

 10. A C Marshall, John Fuller, A J Currie (1965), The Waiter,
Barrie and Jenkins
11. Lora Arduser (2005), The Waiter & Waitress and Waitstaff
Training Handbook: A Complete Guide, Atlantic Publishing
Company.
12. Brian Verghese (2009); Professional Food and Beverage
Service Management, Macmillan India Limited. India. (pg).
13. Michael Anker and Vinay K. Batta (1987); Basic Restaurant
Theory and Practice, Longman Group UK limited, London. (pg).
14. Andrew Sudhir (1994); Food and Beverage service Training
manual, Tata McGraw-Hill publishing company Ltd, (2nd edition),
New Delhi New York. (pg).
15. Andrews Sudhir (2008); Food and Beverage Management,
Tata McGraw-Hill publishing company Ltd, (1st edition), New Delhi
New York. (pg).

Michael mathu PAGE 74

 FOOD AND BEVERAGE SERVICE AREAS

 Customers first impression on entering any service area is of utmost

importance as its at this point a customer is lost or gained.
 Right or appropriate decor is a contributing factor to success of food
and beverage service area
 Careful selection of items in terms of shape, design and colour
enhances the overall decor or theme and contributes towards a feeling
of harmony.

General points to consider when purchasing food and beverage service

area equipments
i) Type of clientele or customer
ii) Type of service being offered
iii) The site or location
iv) Funds available
v) Storage (space)
vi) Psychological effect on guest
vii) Shape, design, colour
viii) Ease of maintenance
ix) Rate of breakage
x) Availability in future

 Are many service areas in catering establishments but our main

concern will be of service areas that are behind the scenes i.e support
service and may be termed as “back of the house” or “ancillary
areas”.
 For effective operation this service areas requires to be:-
i) Well organised
ii) Efficiently run and supervised
iii) Stocked with appropriate equipments
 Service areas are usually located between the kitchen or preparation
unit and restaurant or food service units and acts as a link between
kitchen and restaurant i.e acts as meeting point between members of
various departments.
 Are six main service areas in large hotels namely:-
i) Still room

Michael mathu PAGE 75

 ii) Silver or plate room
iii) Wash-up
iv)Spare linen store
v) Hot plate

i) STILL ROOM
 Is a service area that provides food and beverage required for the
service of a meal and not catered for by other major departments in a
hotel, such as the kitchen, larder and pastry.
 Are number of staff and the department is headed by a supervisor who
does the following:-
i) Compilation of work rotas
ii) Orders supplies from dry good store
iii) Controls items when issued to other departments

STILL ROOM EQUIPMENTS

 A wide range of food items is offered and therefore to ensure their
correct storage, preparation and presentation a considerable amount of
equipment is used.
 The most essential equipments are as follows:-
i) Refrigerator – for storing milk, butter, cream, fruit juices e.t.c
ii) Beverage making facilities- e.g coffee makers, liquidiser,
blenders, tea dispenser
iii) Large double sink and draining board- for washing-up
purposes
iv)Salamander or toaster- for preparation of breakfast or melba
toast
v) Bread slicing machine- for portion control purposes
vi)Working top table and cutting board- preparation area
vii) Coffee grinding machine- ensure correct coffee ‘grind’ of
coffee for the brewing method used
viii) Storage space- for all small equipments e.g china ware,
silver ware, glass ware e.t.c
ix)Storage cupboard- for all dry goods held in stock and
miscellaneous items as dollies, kitchen paper, paper napkins
e.t.c

Michael mathu PAGE 76

 x) Butter machine- for portion control purposes e.g butter pat
machine, butter curl e.t.c
xi)Ice maker- for making ice

STILL ROOM PROVISIONS

 Food and beverage dispensed from still room are:-
i) All beverages- e.g coffee, tea, chocolate, tisanes, Bovril and
other food drinks
ii) Assorted fruit juices- e.g orange, tomato, pineapple and grape
fruit
iii) Milk and cream
iv)Sugars – e.g loaf, pre-wrapped portions, brown coffee crystals,
Demerara e.t.c
v) Preserves- jams e.g apricot, plum, mixed fruit, straw berry e.t.c,
marmalade and honey
vi)Butter- portioned and once prepared its best kept in bowls of
iced water
vii) Rolls, brioche and croissants
viii) Melba toast- very thin toasted bread slices
ix)Break fast toast- thick sliced bread, toasted both sides
x) Sliced and buttered brown, white and malted bread
xi)Gristicks and starch-reduced rolls
xii) Dry crackers and biscuits- for service with the cheese
xiii) Assorted breakfast cereals e.g corn flakes, weetabix,
shredded wheat, rice crisps, muesli e.t.c
xiv) Toasted scones and tea cakes-
xv) Pastries, gateaux and sandwiches
xvi) Porridge and boiled eggs- provided by still room in small
establishments

STILL ROOM CONTROL

 Are two main ways of checking for foods to be issued namely:-
i) By issuing items in bulk on receipt of a requisition received
from food service area
ii) By issuing of tea, coffee, or any other beverage required in the
necessary portions on receipt of waiter check

Michael mathu PAGE 77

ii) SILVER OR PLATE ROOM
 In large establishments, its a distinct or separate service area
 In small establishments its more often than not combined with the
pantry wash-up
 Silver room should hold complete stock of silver required for the
service of all meals and surplus stock in case of emergencies.
 Storage of silver is of utmost importance
 Commonly used silver ware includes:-
i) Large silvers- e.g flats, salvers, soup tureens e.t.c
 All this are stored in shelves with all the flats of one size
together
 The shelves should be labelled for easy identification
 When stacking heavier silver should be kept on lower
shelves and lighter and smaller items on the higher shelves
as this helps to prevent accidents.
ii) All cutlery and flatware together with smaller items of silver
e.g ashtrays, cruets, butter dishes, special equipments, table
numbers and menu holders
 Are best stored in lined drawers with green baize to
prevent noise and stop items sliding about the drawer when
it is opened and closed and so becoming scratched and
marked (pitting)
 All silver should be regularly and well cleaned and dried
before storage
 This service area has several person working on with head
plate person in charge

SILVER CLEANING METHODS

 There are various methods of cleaning and generally depend with size
of establishment.
 They include:-
i) Burnishing machine
 This is a revolving drum with a safety shield
 It is plumbed into the main or portable with water poured by means of
hose from tap
 It may e divided into compartments to hold specific sizes of silver

Michael mathu PAGE 78

  It is possible to insert and remove rod through the centre of the drum
from one end to the other-for holding equipments like tea pots, coffee
pots, milk jugs, sugar basins in position while the drum is revolving
 In order for the burnishing machine to effectively and efficient, it is
half-filled with ball bearings. (part of machine that support a moving
part)
 The items to be cleaned are put into the drum, which is then topped up
with soap and water solution, the lid is locked down and the motor
turned on.
 The rotation and consequents friction gives a high polish to the article
but the silver is not scratched
 Silver is then removed from machine and rinsed with hot water and
dried with a clean tea cloth
N/B - the ball-bearings must always be kept covered with water otherwise
they rust very easily

ii) Polivit
 A polivit is an aluminium metal sheet containing holes which is best
used in an enamel or galvanised iron bowl
 The polivit is placed in the bowl together with some soda
 Silver to be cleaned is put into bowl ensuring that atleast one piece or
part of silver has contact with polivit
 Sufficient boiling water is poured into bowl to cover the silver being
cleaned
 Chemical reaction takes place between the polivit, hot water, soda and
silver which causes the tarnish (dirt) to be lifted
 After 3-4 minutes silver removed into bowl and rinsed in boiling
water, drained and polished with clean, dry tea cloth

iii) Plate powder

 This is a powder which is mixed with methylated spirit to obtain
smooth paste ( reason using spirit to mix powder is that it evaporates
much quickly than if water used)
 The smooth paste is rubbed onto the article being cleaned with a clean
piece of cloth evenly to remove all tarnish
 Te paste is left until has dried and then rubbed off with a clean cloth

Michael mathu PAGE 79

  The article is then rinsed in very hot water (give final polish) and
wiped with clean tea cloth
Advantage
 This method produces very good results
Disadvantages
 Time consuming
 It very messy
iv) Silver dip
 This is a pink coloured liquid which must be put in plastic bowl
 Silver to be cleaned is placed into a wire basket and dipped into the
plastic bowl containing the silver dip and silver be covered
 Leave the silver for short while the lift out and drain
 Rinse the silver in warm water then polished with a clean dry tea cloth
Advantages
 Is a very quick method
 Produces good results

v) Silvo
 A proprietary product similar to a solution of plate powder (ready
paste)
 Same procedures of applying and cleaning as for plate powder

vi) Duraglit
 An impregnated wadding used in a similar fashion as silvo
Wadding- soft material that you wrap around things to protect them

iii) SPARE LINEN STORE

 An important area in a catering establishment
 Used for handling clean linen which may be required in emergency
cases
 It is operated by a senior member of food and beverage service staff
 It should be kept under key and lock for control purposes
 Linen is changed when necessary on the basis of “clean for dirty”

iv) DISPENSE BAR

Michael mathu PAGE 80

  Is any bar situated within a food and beverage service area
 It is recognised to dispense both alcoholic and non alcoholic
beverages to guests consuming meals
 All alcoholic beverages arte served by the wine butler or sommelier

DISPENSE BAR EQUIPMENTS

 In order to carry out efficiently the service of all forms of drink
requested, the bar should avail all the necessary equipments for
making cocktails, decanting wines, serving wines correctly, making
fruit cups e.t.c
 The main items includes:-
i) Cocktail shaker- is a three part utensil used for mixing ingredients
that will not blend together well by stirring
ii) Boston shaker- two-cones-one overlaps other to seal in the mix. The
mix is strained using hawthorn strainer
iii) Mixing glass- like glass jug without handle but has a lip. Used
for mixing clear drinks which do not contain juice or cream
iv)Strainers- are many types but popular one being hawthorn strainer.
Used together with cocktail shaker and mixing glass to hold back ice
after drink is prepared
v) Bar spoon- for use with mixing glass when stirring cocktails
vi)Bar liquidizer/ blender- used for making drinks that requires pureed
fruits
vii) Drink mixer- used for drinks that do not require liquidizing
especially those containing cream or ice-cream

OTHER ITEMS
- Assorted glasses - Ice bucket and stands - Measures-
Carafes
- Wine basket - Straws -Water jug - Coloured
sugars
- Assorted bitters - Ice making machines - Service
shaker - coasters
-Refrigerator -Ice crushing machine -ice picks - Bottle
opener
- Wine and cocktail list - Cock extractor - Cooling tray
- Glass cloth - Wine knife and cigar cutter

Michael mathu PAGE 81

FOOD ITEMS
- Olives - Maraschino cherries - Worcester sauce
- Salt and pepper - Nut meg - Angostura bitters
-Caster sugar - Eggs - Mint
- Orange - Coconut cream - Tabasco sauce
- Cinnamon - Cloves - Cube sugar
- Demerara - Cream - Cucumber
- Lemon

PLANNING OF THE BAR

 There are certain essentials necessary in the planning of every bar and
should be born in mind at all times.

FACTORS TO CONSIDER WHEN PLANNING A BAR

i) Area
 Sufficient area or space should be given to bar staff. This will
enable comfort when
Moving and working about
ii) Layout
 Careful considerations should be born in mind in the very initial
planning of the layout as it enables efficiency in operation
 Adequate storage must be provided in the form of shelves,
cupboards and racks for all the stock and equipments required
 Every thing should be easily to hand so that the bar staff do not
have to move about more than necessary to give a quick and
efficient service.
iii) Plumbing and power
 Its essential to have hot and cold running water for glass
washing
 Power is essential to provide effective working of cooling trays,
refrigerators, ice-making machines e.t.c
iv)Safety and hygiene
 Care must be taken to ensure that materials used for construction
or make-up of the bar are safe and hygienic i.e flooring must be
non-slip

Michael mathu PAGE 82

  Bar tops should be made of materials that adds to the decor, hard
wearing, easily wiped and no sharp edges
v) Site of the bar
 Bar should be positioned in a well chosen area so as to achieve
great number of sales
v) WASH-UP
 This is the most important service area and must be sited correctly so
that staff can work speedily and effectively when passing from food
service area to kitchen
 Severs should stack trays of dirties correctly at sideboard i.e all sized
plates together, table ware stacked on one plate and taken to wash-up
 Glass ware should be stacked on a separate tray and taken to a
separate wash-up point
 Servers must put any debris into bin provided and any paper debris to
a separate one
DISH WASHING METHODS
 Are two methods of dish washing namely:-
i) Manual method
ii) Machine method
1. MANUAL (TANK) METHOD
 Dirty china is placed into a tank of hot water containing a soap
detergent
 After washing, the plates are put into wire rack and dipped into a
second sterilizing tank containing clean hot water (temperature aprx.
75°c)
 Rack left for 2 minutes then lifted out and china left to dry
 After drying, china is stacked into piles of the correct sizes and placed
until required

2. MACHINE METHODS
 This involves the use of washing-up machines for washing of soiled
china or ware
 Machine are used because of the high turnover rate of china especially
in large establishment

Michael mathu PAGE 83

  The instructions for use of a washing-up machine are generally
supplied by the manufacturer together with details of detergent to be
used and in what quantity
 These directions should be strictly adhered to
 Are four (4) types of machine methods namely:-
i) Semi-automatic
ii) Automatic conveyor
iii) Flight conveyor
iv)Deferred wash

i) Semi-automatic
 Any debris from china is removed then placed either onto wooden or
wire rack
 Rack then passed through machine, china is then washed, rinsed and
then sterilised ( i.e soiled ware loaded into dish washing machine by
operator)
 Having passed into machine, china left to drain for 2-3 minutes and
then placed onto shelves

ii) Automatic conveyor

 Soiled ware is loaded in baskets, mounted on a conveyor, by
operators for automatic transportation through dish washing machine
 Having passed into machine, china is left to drain for 2-3 minutes and
then stacked and placed onto shelves

iii) Flight conveyor

 Soiled ware is loaded within pegs mounted on a conveyor, by
operator for automatic transportation through a dish washing machine
 Having passed into machine, china is left to drain for 2-3 minutes and
then stacked and placed onto shelves.

iv)Deferred wash
Deferred- is term that means at a later date
 In this method the soiled ware is collected together, stripped, sorted
and stacked by operators for transportation through a dishwashing
machine at a later stage or time.
v) HOT PLATE

Michael mathu PAGE 84

  It is regarded as the meeting point between the food service staff and
the food preparation staff
 It is also known as the pass
 An active co-operation and good relationship between this two service
staff is of utmost importance to ensure that the customer receives an
efficient and quick service of meal
 The meals should be served well and attractively presented
 The orders written by the waiter must be legible to the aboyeur so that
there is no delay in “calling-up” a particular dish.
 Hot cupboards can be used for either food or plates. Units as a whole
are usually made up of a hot cupboard with sliding doors, topped by a
heated serving surface. The top may also house containers acting as
dry or heated brain-maries. Dry heat keeps the food hot by electric
elements or gas flame. The wet heat method provides heat via an open
tank of water, which itself is heated by gas-fired burners or by an
electric immersion heater.
 The hot plate or hot cupboard needs to be stocked with all the china
and crockery needed for service, e.g soup plates, fish plates,
consommé cups, platters, soup cups, tea cups and demitasse.

ABOUYER OR BARKER
 This is a person in charge and controls the hot plate over the service
period
 He also controls the “off board” which shows the waiter immediately
which food is “off”.
 Hot plate should be stocked with all china necessary for the service of
a meal e.g soup plates, fish plates, joint plates, sweet plates,
consommé cups, platters, soup cups and demitasse.
 The silver required for service is often placed on top of hot plate e.g
milk pots, coffee pots, tea pots, e.t.c
 Hot plate is electrically or gas operated and should be lit well in
advance of the service to ensure that all necessary china and silver is
sufficiently heated.

Summary on duties or role of abouyer or baker during service

Michael mathu PAGE 85

 i) In charge of the hot plate and control the area
ii) Shouts or calls or barks out the orders to the various sections of
the kitchen
iii) Ensures that the orders have been released to the respective
waiters
iv)Checks the control board and ticks off any dishes that are
finished and alerts the waiting staff

VARIOUS DEPARTMENTS IN HOTEL

 A hotel can provide good service, when its all department will work
together in an efficient and effective way, by showing good team
work, coordination and communication
 The most important function of a hotel is to provide Food and shelter
to prospective guest.
 To provide food & shelter, there are number of departments or Ares,
who all functions together round-the-clock inside hotel premises.
 All departments are broadly categorized in two parts:

1. OPERATIONAL DEPARTMENT (CORE DEPARTMENT):

 Front office (Revenue centre)
 Food and beverage service (Revenue centre)
 House keeping (Cost centre)
 Food production (Cost centre)

2. ADMINISTRATIVE DEPARTMENT (NON-CORE DEPARTMENT)

 Maintenance department
 Account department
 Human resource department
 Electronic data processing department
 Communication department
 Security department
 Purchase department
 Stores
 Sales & marketing department

Michael mathu PAGE 86

Each department is equally important for proper functioning of hotel.
Each department are been explained as follow:

FRONT OFFICE
The main function of the department is:
 To allot the room to the guest, called as check-in.
 To maintain the room records for reservation and allocation.
 To collect the room charges and other miscellaneous charges for various services
used by guest during his/her stay at the hotel, at the time of departure of guest.
 To take advance booking for rooms.
 To handle the phone calls of hotel.

Different section of Front office:

Front Desk
 Reception: this section used for check-in process of the guest.
 Information: this section is used for providing various information to in-house
guest.
 Cashier desk: this section is used for checkout process of the guest.
 Guest relation desk: this section is used for collecting guest feedback and maintenance of
guest history.
 Bell desk: this section is used for assistance of guest during check-in and checkout process.
 Travel desk: this section is used for assistance of guest for a r r a n g i n g v e h i c l e s f o r
g u e s t m o v e m e n t s a n d f o r m a k i n g t r a i n / airplane reservation.

Back Office
 Reservation desk: this section is used for taking booking for rooms.
 Telephone operator: this section is used for attending all phone calls land up in the
hotel or for providing trunk dial facility to guest.
 Business center: this section is used for secretarial job of guest.

FOOD & BEVERAGE SERVICE DEPARTMENT

The main function of this department is:
 To provide food & beverage facilities to the guest.
 T o p r o v i d e f o o d & b e v e r a g e f o r g r o u p s , c o n f e r e n c e s , m e e t i n g s , theme
parties etc.
The different sections are:
 Restaurant
 Room Service department
 Banquet department
 Bar & lounge

HOUSEKEEPING DEPARTMENT
The main function of this department is:
 To take care of the cleanliness of rooms, and the hotel building and its furniture and
furnishings.
 To maintain the linen room for maintenance of room linen, restaurant’s linen etc.
 To maintain the gardening work of hotel.
 To maintain guest laundry facility for room guest.

Michael mathu PAGE 87

  To maintain staff laundry facility for staff of hotel.

Different sections of department:

 Linen room
 Housekeeping desk
 House keeping store
 In-House laundry
 Gardening department

FOOD PRODUCTION (KITCHEN):

The main function of this department is:
 To provide various type of dishes to the guest as per the menu.
 To provide food for various buffet or banquet parties.
 To provide food to the staff of hotel.
 To prepare different type of dishes for special occasion.

Different sections of kitchen

 Hot Kitchen: North Indian
 South Indian
 Tandoor section
 Chinese or oriental kitchen
 Halwai or Indian sweet section
 Pantry or salad section: tea/coffee, juices, salads, breakfast items etc.
 Butchery or cold kitchen: for making different types of chicken, mutton, beef cuts etc.
 Bakery and confectionary: for making cookies, cakes, pastries etc.

MAINTENANCE DEPARTMENT
The main functions of this department are:
 To maintain all the equipment s placed inside or related with the hotel.
 To be responsible for smooth supply of electricity, water, and smooth function of air
conditioning unit.
 To be responsible for AMC of important and expensive equipments.
 To maintain all the furniture and fixtures of rooms and other area of hotel.

ACCOUNT DEPARTMENT
The main function of this department is:
 Preparation of budget and allocation of revenue and expenditure for various department
 Maintain all account related books as accordance to the government rules and regulations.
 Preparation of balance sheet of the company.
 Liaising with Govt. offices for tax and revenue related matters.
 Collection of revenue from guests, companies etc.
 Giving salaries to employees.
 To keep check on the food & beverage cost.
 To keep check on the purchase and sale of alcoholic beverages for the property.
 To keep the account of revenue generated and expenditure under various heads for each department.

HUMAN RESOURCE DEPARTMENT

Michael mathu PAGE 88

The main function of this department is:
 Recruitment and selection of employee for hotel as per requirement.
 Training and development of employee
 Maintenance of attendance records, leave records etc.
 Maintenance of personal file for each employee with all details, for the purpose of
periodically appraisal.

ELECTRONIC DATA PROCESSING DEPARTMENT

The main function of this department is:
 Maintenance of the Property management system of the hotel
 Maintenance of various aspects of Internet and its related matters.
 Generation various relevant electronic data as per requirement of hotel.
 Maintenance of all computer units hired or purchased by hotel. And its relevant software.

COMMUNICATION DEPARTMENT
The main function of this department is:
 Maintenance of telephone connections for each room and otherarea of hotel.
 Maintenance of cable connections of televisions of rooms and other places of hotel.
 Maintenance of audio-visual equipments for conferences and parties.
 Maintenance of audio-visual equipments of the hotel.

SECURITY DEPARTMENT
The main function of this department is:
 To be responsible for safety and security of guests of hotel.
 To be responsible for safety of employee.
 To keep check on theft cases of hotel.
 To cooperate with staff for fire exit procedure.
 To keep record of received materials and dispatched materials of or for the property.
 To keep record of movement of fixed assets of property.
 To keep check on unauthorized entry of people.

PURCHASE DEPARTMENT & STORES

The main function of this department is:
 To purchase materials from the market as per requirement of various department of hotel.
 To purchase all types of equipments and materials for hotel.
 To liaison with different companies or vendor for supply of perishable or non-perishable
goods.
 To liaison with different dealers for provision of non- vegetarian items (chicken, mutton,
fish, beef, etc.)
 To store all the purchased items properly as per basic rule (F.I.F.O.).
 To issue the material to the user department of hotel after making proper record.
 To maintain the smooth flow of perishable and non-perishable goods for the department.

SALES & MARKETING DEPARTMENT

The main function of this department is:
 To sell the room nights and various conferences facilities to various clientele.
 To sell the room nights to individual guest for holiday purpose.
 To make the brand image of hotel in the market.

Michael mathu PAGE 89

  To act as an agent for hotel and provide various information of changes and updating.

REFERENCES
1. Ann Bulleid (1996), Serving Food and Drink: Table & Function: Student Guide, Nelson
Thornes.
2. Lillicrap Dennis and Cousin John (2006); Food and Beverage service, Bookpower, (7th
edition), London. (pg).
3. Vijay Dhawan (2000), Food and Beverage Service, Frank Bros. & Co.
4. S. Medlik (1972), Profile of the Hotel and Catering Industry, Heinemann.
5. Loftus David (2007), Restaurant Notes, Ryland Peters & Small.
6. Sudhir Andrews (1980), Food and Beverage Service Manual, Tata McGraw Hill.
7. A C Marshall, John Fuller, A J Currie (1965), The Waiter, Barrie and Jenkins
8. Lora Arduser (2005), The Waiter & Waitress and Waitstaff Training Handbook: A
Complete Guide, Atlantic Publishing Company.
9. Brian Verghese (2009); Professional Food and Beverage Service Management, Macmillan
India Limited. India. (pg).
10. Michael Anker and Vinay K. Batta (1987); Basic Restaurant Theory and Practice,
Longman Group UK limited, London. (pg).
11. Andrew Sudhir (1994); Food and Beverage service Training manual, Tata McGraw-Hill
publishing company Ltd, (2nd edition), New Delhi New York. (pg).
12. Andrews Sudhir (2008); Food and Beverage Management, Tata McGraw-Hill publishing
company Ltd, (1st edition), New Delhi New York. (pg).
13. Davis B. Et all (2004); Food and Beverage management, Butterworth Heinemann, (3rd
edition) U.k. (pg).
14.

Michael mathu PAGE 90

 HYGIENE AND SAFETY
Definition of term
Safety
 is the freedom of encountering any danger
 implies a concern for providing conditions at work, which will protect people from infection,
injury and theft
 it is important in food and beverage area for it provides the protection of property, person or
customers
Hygiene
 is a science and practice of preserving health
 refers to the general cleanliness of the establishment and its surroundings including people,
their work habits and behaviour
 principles of maintaining good health
 is one of the most important aspect for all people in food and beverage industry
 it is broken down into:-
i) personal hygiene
ii) food hygiene
iii) kitchen hygiene
Sterilization
 is the destruction of all micro organisms and all bacteria spores
Disinfection
 is the destruction of micro organisms and reducing them to acceptable levels (does not destroy
bacteria spores)
First-aid
 is the first help a person or patient gets from some one knowledgeable before reaching the
doctor
Sanitation
 The disposal of sewage and refuse
 It encompasses all activities necessary to bring about, establish and maintain healthy and
hygienic conditions free from the hazards of infections and disease

IMPORTANCE OF HYGIENE
 In only public concern, the caterer has a prime responsibility to produce and serve food which is safe
to eat
 Any eating place rather than the family home should be regarded as a public concern
 In this situation a large number of customers may be adversely affected by one simple incident of
poor hygiene practices. The potential effects are far reaching in terms of sickness and loss of
business.
 Good hygiene practices are linked to careful supervision and high staff morale. Where staff feel good
they project a feeling of care and consideration towards their customers. Staff appearance and
behaviour re-assures the customers about hygiene standards throughout the catering operation
 A waiter when in work, in or out of uniform must be absolutely clean and tidy in all aspects. This is
the first and most obvious sign that waiters are professionally in their approach to their work. This is
extremely important for the commercial success of an establishment
 Good grooming and meticulous attention to personal hygiene express positive attitude to guest and
builds self confidence in the individual waiter
 Also ensures that guests enjoy their dining experience to the full
 In law hygiene is your personal responsibility, you could be prosecuted if a customer suffers through
your failure to maintain good hygiene standards
 It therefore important for the staff to wash regularly and should pay particular attention to the
following:-

Michael mathu PAGE 91

 i) Hair
 Hair should be kept clean and tidy
 It should be well-groomed and styled in such a manner as to avoid contact with the face
 Waitresses with long hair should tie it back or up away from their face
 Waiters should keep the length of their hair above the shirt collar
 Regular shampooing is essential to prevent dandruff

ii) Face
 Waiters should be well-shaven
 A neat moustache is tolerated, but it is not recommended even though facial hair is becoming
more socially acceptable. People with moustaches or beards have a habit of frequently touching
or scratching their faces, which can cause the transfer of bacteria or viruses from their hands to
the food

iii) Teeth
 Teeth should be brushed regularly and kept clean
 Bad breath should be kept under control by using breath fresheners e.t.c

iv) Hands
 Hands are the most likely vehicle for micro-organism.
 Hands should be washed frequently, and handlers should avoid touching food with the hands as
much as possible.
 Nails should be kept clean, short and well-groomed.
Hands should always be washed:-
 Before starting work and handling food.
 Between handling raw and cooked foods.
 After handling raw food.
 Before handling cooked foods.
 After handling dirty equipments.
 After going to the toilet.
 After smoking, drinking or eating.
 After combing or touching the hair.
 After sneezing, blowing the nose, or touching the face.
 After handling refuse.
 After cleaning or touching cleaning chemicals.
Note:- Hands should be washed with hot water and un-perfumed soap and dried thoroughly using paper or
roller towels. Liquid soap is preferable as bar soap can lead to contamination.

v) Feet
 The proper care of feet is vital
 They must be washed regularly and toe nails kept trimmed
vi) The use of cosmetics
 The use of make-up is tolerated but it must be kept to a minimum
 Deodorants, although recommended, must not be strong smelling (un perfumed ones are
available) and perfumes should not be used at all
 Nail varnish chip off and becomes unsightly very quickly so, therefore, it is unacceptable.

vii) Uniforms
 Uniforms are used to differentiate between members of staff and to ensure that no outdoor clothes
are worn by restaurant personnel when serving food
 Uniforms are often used to complement a specific theme within a restaurant
 If properly designed they not only enhance the waiter’s appearance bur give a feeling of self-
respect and an air of professionalism

Michael mathu PAGE 92

  To meet general and personal hygiene requirements, uniforms should be tailored, regularly
laundered, kept in a good state of repair and regularly changed
 Comfortable shoes are essential. High-heeled shoes are not recommended. Whenever possible,
shoes chosen should have a leather soles which allows the feet to breathe. All shoes should be
well-polished and kept in a good state of repair
Reasons why waiters wears uniforms
i) To create uniformity
ii) To identify waiting staff from kitchen staff
iii) To ensure that they are neat and smart (well groomed)
iv) To attract customers
v) To enable guest to know whom to inquire for something during service
vi) To avoid fatigue (especially when is wearing or putting on high heeled shoes)

viii) Jewellery
 The only acceptable piece of jewellery is a wedding ring
 Restaurant personnel may wear a watch in order to aid them during service
ix) Chewing of gums should be discouraged because it favours the transfer of bacteria and also it
makes conversation difficult
x) Cigarette smoking should be discouraged where food is being handled because can cause the
transfer of bacteria from the mouth to the hands
Customers may find the smell of stale smoke on the waiters breathe offensive
xi) Service cloth should always be clean and it should be if necessary changed frequently during
service
xii) Any cuts or sores must be covered with a clean dressing
xiii) If a waiter drops a dish containing food in the restaurant he should immediately order a
replacement before clearing the food from the floor and placing it on his sideboard
 The new portion of food should be served as soon as possible
 The soiled food can then be removed from the restaurant and disposed off.
xiv) When a piece of cutlery is dropped on the floor, the waiter should immediately replace with a
clean piece before retrieving the soiled one
xv) Report any illness to the supervisor
xvi) All food handlers must have the essential food hygiene certificate

HEALTH REGULARATIONS
 Legislation covering public health and food safety requires good communication and co-operation
between all persons concerned
 They include:-
i) Health and safety at work Act 1974
 The act as amended by the fire precaution Act 1971, in effect makes it obligatory for any premises
used for the sale of food and drink to obtain a fire certificate
 In 1974 the health and safety at work Act of parliament was passed with two main aims:-
i) To extend the coverage and protection of the law to all employers and employees
ii) To increase awareness of safety amongst those at work, both employers and employees
 The law imposes a general duty on an employer to ensure so far as is reasonably practicable, the
health, safety and welfare at work of all his employees

Responsibilities of the employee

 The law imposes a duty on every employee while at work to:-
i) Take reasonable care to avoid injury to themselves or to other by their work activities
ii) To co-operate with their employer and others so as to comply with the law
iii) To refrain from misusing or interfering with anything provided for health and safety
 Health and safety at work is everybody’s responsibility
 The act also protects the members of the public who may be affected by the activities of those at work

Michael mathu PAGE 93

 Responsibilities of the employer
i) Must provide a safe place of work and take all reasonable precautions to see that it remains
safe.
ii) Must ensure health and safety of customers and guest is reasonably practical
 This includes:-
 Safe structure of the building
 Electrical and gas installation
 Safe floor and stairs coverings
 Dry uncluttered floors
 All fires and emergency exits kept clear
iii) Must provide equipments which is safe when used correctly and must be correctly installed
and maintained. (must provide adequate training for staff so that know the correct methods
and techniques of using the equipment)
iv) Must provide safe methods of access to all rooms
v) Must provide a written health and safety policy and should be shown to the employees
 The policy includes:-
 General policy with respect to health and safety at work
 Organisation to ensure the policy is carried out
 How the policy will be made effective
vi) To consult with the employees safety representative and to establish a safety committee
vii) Must keep a record of any accident to an employee causing him to be unable to work for three
or more days
 All accidents to employees which occur at their place of work must by law be recorded

ENFORCEMENT OF THE ACT

 Health and safety inspectors and local authority inspectors (environmental health officer) have the
authority to enforce the requirements of the Act
 They are empowered to:-
i) Issue a prohibition notice which immediately prevents further business until remedial action
has been taken
ii) Issue an improvement notice where action must be taken within a stated time, to an
employee, employer or supplier
iii) Prosecute any person breaking the Act. This can be instead of or in addition to serving a
notice and may lead to a substantial fine or prison
iv) Seize, render harmless or destroy anything that the inspector considers to be the cause of
imminent danger

Functions of the environmental health officer

i) To enforce the law
ii) To act as an advisor and educator in area of food hygiene and catering premises
iii) To improve the existing standards of hygiene and to advice how this can be achieved
iv) To organise health education programmes e.g talks, free literature
v) To be consulted in matters concerning:-
 Food hygiene
 Pests
 Premises
 Legal aspects of the Act

ii) Public health Regulation Act 1968 (infectious diseases)

 Applies to specific sections of the public health Act of 1936 and 1961 and the health services and
public health Act 1968
 This applies to all various infectious diseases e.g Tuberculosis, Typhoid, dysentery, cholera, viral
hepatitis, paratyphoid fever, poliomyelitis, diphtheria, scarlet fever

Michael mathu PAGE 94

  The procedure is once the medical practioneer have discovered any case or infected person they are
supposed to report the case to medical officer of environmental health
 Its an offense for any person knowing he or she is suffering from an infectious disease to engage in an
occupation where there is risk of spreading the disease

iii) Milk and Dairies Regulations Act 1959

 Persons who are suspected to be carriers or suffering from any form of food poisoning which has
been caused by an infection related to milk may be excluded from working with food or drink

iv) Food and Drunk Act 1976 (control of food premises)

 It prohibits preparation, storage and sale of food in certain circumstances:-
 Where food is exposed to risk of contamination
 There is intimate risk of danger on food to health

v) Food Hygiene Regulations (General) Act 1970

 The aim of this regulation is to make food and beverage business premises sanitary and all
equipments likely to come into contact with food and drink are kept clean and free from
contamination
 Under this Act beverages are recognised as food items
 Under this:-
i) This equipments must be kept clean
ii) The work area must be kept clear of accumulated refuse
iii) Food must be kept at least 450 mm from ground
iv) All food rooms must be kept in good state of repair and must be properly lit and ventilated
v) Clean toilet facilities must be provided away from food areas and wash and wash basins,
water, soap, nail brushes and hand drying facilities provided
vi) All beverage sales and service staff must keep themselves and their clothes clean
vii) Employees suffering from certain diseases and illness must not work near food

BASIC HYGIENE RULES

 The proprietors are guided on issues concerning the construction of premises and placement of
equipments to secure the comfort of employees and self
 Therefore certain basic rules must be adhered to before the permit of operation is granted which is in
accordance of Act 1970
 The particular areas of concern are defined as follows:-

i) PREMISES
 No business should be carried on in an insanitary premises where the condition and construction may
contaminate food
 The premises must be well lighted and ventilated
 The premise must be clean, in good repair and free from accumulated refuse
 Facility for storage of waste materials should be provided
 Food rooms should not be used as sleeping places
 Sanitary conveniences must be constructed away from food rooms

ii) WASHING AND SANITARY FACILITIES

 Clean and wholesome water supply must be available
 There must be facilities for washing food and equipments
 Sink must be provided with both hot and cold water
 Wash hand basin with similar supply must be provided at readily accessible positions
 Soap or suitable detergents, nail brushes and clean towel or other suitable drying facilities must be
provided by the hand basins
 Sanitary conveniences must be kept clean and in good working order
 No food room shall contain or directly communicate with a toilet

Michael mathu PAGE 95

  Rooms containing sanitary area must be well lighted and ventilated
 A notice requesting people to wash their hands after using the toilet must be displayed in a prominent
place
 The ventilation of the soil drainage must not be in a food room
 The water supply to a food room and toilet is only permitted through an efficient flushing cistern

iii) EQUIPMENTS
 Equipments coming into contact with food must be kept clean and in good repair
 Their construction must allow them to be thoroughly cleaned
 Must be non absorbent and not liable to cause contamination of food

iv) FOOD HANDLERS

 Food handling is a potentially dangerous occupation
 If adequate measures are not taken to protect food contamination during the production cycle
 Contamination can occur at all stages of production and service processes and even before the food
enters the catering unit
 The aim of any food handler is:-
 To prevent contamination
 To prevent any contamination that has already occurred from developing further
 To avoid cross contamination of food items
 Coping with threats of contamination is a continuous process therefore all food should be checked on
arrival for quality and possible contamination
 Once inside the production unit, foods can be contaminated through:-
 A sick operation
 Contact with other contaminated foods
 Contact with dirty storage and operation surfaces

FOOD HANDLING CHECKLIST OR PRACTICES

 In food services, food production the foods, materials and equipments are subject to constant handling
by people at every stage of and service
 It is important that the staff observe the following:-

i) Observe correct method of food handling

For example:-
 Handle food as little as possible
 Wash hands between each production operation
 Wash hands after visiting a toilet or any area outside the kitchen
 Constantly clean all the preparation surfaces

ii) Receipt of goods

 Ensure that all food are checked for quality and freshness, sign of infestation, dents and inadequate
packaging
a) Fresh goods
 Check fresh goods for obvious contamination, deterioration and spoilage
b) Tinned goods
 Check tinned goods for dents and damage
c) Dry goods
 Check dry goods for broken parts, damaged or soiled items

N/B
 Check delivery vehicles for hygiene and temperatures
 Check hygienic handling by delivery personnel and move all goods immediately to adequate
storage

Michael mathu PAGE 96

 iii) Storage
 Store each item at the correct temperature
 Store each food item in purpose designed facilities
 Foods should not be placed in a yard e.t.c lower than 450 mm low unless properly protected
 Cover or wrap each item with clean covering material
 Keep different types of foods separately as instructed
N/B
 Storage conditions therefore need to ensure that food do not become hazardous to health while in
storage

iv) Preparation
 Prepare each food item in the area set aside for that purpose:-
 Remove all soiled and waste materials as soon as possible
 Cover food adequately at each stage of production
 Hold food at its correct temperature at each stage of production
 Apply the correct amount of heat during cooking
 Prepare food near to service time as possible
 Re-heat food only according to instruction
 Hold prepared foods at the correct temperatures for a controlled length of time

v) Catering practices
 Food premises must be able to serve food in the right temperature
 Certain food must be kept at temperature below 10°c e.g meat, fish, gravy, cream, egg products milk
e.t.c.
 Cold storage should be provided for display of foods
 Food exempted for temperature control are those which will not support the growth of micro-
organisms because of:-
 Low moisture content
 High concentration of sugar
 Foods to be subsequently be prepared and cooked
 Foods of high concentration of fat and salts

vi) Environmental activities

 Food handlers should realise the risk of handling raw meat, oval and poultry. In such instances their
hands should be washed after contact with their products
 Food handlers should also wash their hands after dirty task, exposure to any risks of contamination in
the environment before handling any food substances

FOOD SAFETY

 is a scientific discipline describing handling, preparation, and storage of food in ways that
prevent food borne illness. This includes a number of routines that should be followed to
avoid potentially severe health hazards.
 Food can transmit disease from person to person as well as serve as a growth medium for
bacteria that can cause food poisoning.
 In theory food poisoning is 100% preventable.
 The five key principles of food hygiene, according to WHO, are:-

1. Prevent contaminating food with pathogens spreading from people, pets, and pests.
2. Separate raw and cooked foods to prevent contaminating the cooked foods.

Michael mathu PAGE 97

 3. Cook foods for the appropriate length of time and at the appropriate temperature to
kill pathogens.
4. Store food at the proper temperature.
5. Do use safe water and cooked materials.

SAFETY MEASURES
 All personnel should possess adequate knowledge of safety measures to be practiced while at work
 Employees working in different outlets of the food and beverage department should be capable of
using the service equipment in the correct manner
 Instruction for the use of equipments should be well followed as it can cause injury to user and
damage of equipment
 Accidents can endanger both human life as well as the assets of the company
 All personnel should be aware of the causes of accidents as well as the steps that should be taken to
deal with them effectively
 It is the responsibility of all employees to observe safety rules at work as this will prevent accident
and the consequent pain and loss of time

CAUSES OF ACCIDENTS
 Accidents are caused in various ways namely:-

i) Excessive haste
 Often leads to accidents
 The golden rule is do not run, but this is difficult to observe especially during busy service schedules

ii) Distraction
 Accidents are caused when one is not concentrating on the job at hand
 Lack of concentration could be due to:-
 Loss of interest
 Carelessness
 Pre-occupation with personal problems while at work
 Managers or supervisors should identify such problems of their personnel and give them sympathetic
hearing
 They should check the reasons and take appropriate measures e.g counselling the employee,
transferring him to a suitable department

iii) Panic
 A dangerous situation may crop up suddenly which could cause panic and lead to confusion
 All service personnel should be adequately trained to handle such critical situations

Some steps to follow during a crisis

 Do not waste time but immediately deal with the situation as this can prevent injury and loss of
property
 Report to the manager in writing about the situation
 Do not assume anything. Verify the problem before taking corrective action
 Inform the concerned supervisor so that corrective measures can be taken toavoid such incidents
in future
 Contact authorities immediately if need be e.g police, ambulance, fire brigade e.t.c

iv) Failure to apply safety rules

 Safety precautions should be enforced in all operational outlets of the establishment
 Service personnel should remember that rules are meant to be followed
 Doing a daily routine task makes us careless and this results to shortcuts; this is dangerous and should
be avoided

Michael mathu PAGE 98

  All accidents should be reported to the managers at once

 Based on the above causes of accidents, bellow is a summary on causes of accidents:-

 Not having the correct protective clothing e.g aprons
 Not wearing sensible shoes
 Delay in clearing spillages or picking up items of equipment that have fallen on the floor
 Not being aware of customer’s bags placed on the floor
 Items of equipments not stored correctly
 Broken glass or china not wrapped up sufficiently before being placed in the bin
 Forgetting to unplug electrical appliances prior to cleaning
 Putting ashtray debris into rubbish bins containing paper
 Forgetting to switch off and unplug an appliance after use or at the end of the service
 Not being observant to table lamps or lit candles on buffet
 Overfilling coffee pots, soup tureens, glasses e.t.c
 Using cups, glasses e.t.c for storing cleaning agents
 Incorrect stacking of trays
 Trays carrying a mix of equipment e.g china ware, table ware, glass ware e.t.c
 Carpet edges turned up
 Faulty wheels on trolleys
 Being unaware of customers walking sticks and crutches
 Lack of knowledge in carrying out certain tasks e.g opening sparkling wines.
 Lack of adequate space for safe service of food and drinks
 Carrying out activities in haste

Procedures in the event of an accident

 All employees should have provision to provide first aid should a need arise
 In case of an accident the first course of action is to acquire the service of trained first aid staff
 The casualty should not be moved unless absolutely necessary
 If involved or witnessed an accident, you will be required to give information or complete an accident
form
Information contained in an accident form
 It should include the following
 Time of accidents
 Location of accidents
 Witnesses
 Treatment administered
 A statement of the event

PREVENTION OF ACCIDENTS
 The following precautions should be taken to avoid accidents:-
i) The floor should be kept clean and dry (spilt food or liquids should be cleaned and wiped dry
immediately)
ii) Equipments should not be left lying around but should be stacked in its correct place after use
iii) Power cables should be checked properly. (all electrical equipments should be serviced and
cleaned regularly)
iv) Electrical circuits should not be overloaded
v) Heavy things should be carried properly
vi) Keep sharp articles away from service area
vii) Store cutlery in racks or drawers with handles facing the same direction
viii)Clear up broken glass or china immediately, wrap it in a sheet of newspaper and place it in a
bin

Michael mathu PAGE 99

 ix) Hands and feet should be properly protected from heat, cold and cleaning agents. Cuts, glazes
and wounds should be covered with a water proof dressing

FIRE SAFETY
 Fires in hotels and catering establishments are common and all too often can result in injury to the
employee and in serious cases either injury or loss of life to employees and customers

FIRE PREVENTION
 A basic knowledge regarding fire should assist in preventing fires and handling them if they do occur
 All employees should be given “fire drill” training during their induction programme
 This should be followed up by regular training sessions related to procedures to be taken in the event
of fire
 This training should include:-
i) Fire procedures in their own specific area of work
ii) An awareness of “fire drill” instruction as applicable to both customers and staff
iii) A knowledge of where the nearest ‘fire point’ are in your particular area of work
iv) An indication of where the fire exits are located
v) A knowledge of the appropriate assembly point to your area of work
vi) A knowledge of the correct type of fire extinguisher to be used in relation to the type of fire
vii) An indication of your own specific responsibilities in the event of fire

Responsibilities of employees in fire prevention control and safety Act

(Guarding the establishment against fire break-ups)
 Employees must be aware of the following:-
i) Ensure that fire exits are not obstructed
ii) That fire-fighting equipments are not damaged or miss-used
iii) That ‘no smoking’ rules are observed at all times
iv) As far as possible to switch off all electrical and gas equipments
v) To close all doors and windows not being used for evacuation purposes
vi) Never wedge open or keep locked your fire doors
vii) Ensure that sufficient ash tray or stands are available for the disposal of cigarettes ends and used
matches
viii)To know the procedures for making an emergency fire call

 All three components necessary for a fire to start and if one of the three is not present or removed,
then the fire does not happen or it is extinguished
 The three parts are:-
a) Fuel- something to burn
b) Air- oxygen to sustain combustion (keep fire going)
c) Heat- gas, electricity e.t.c

Steps to be taken when there is a fire

i) Raise the alarm
 Sound the alarm and if inform the people in the vicinity of the fire. Also inform the manager
on duty who will in turn inform the fire department
ii) Do not panic
 If you are trained in fire drill, offer assistance in a calm manner and if not, allow trained
people to do so
iii) Use fire extinguisher
 If you are unsure of what to do, never put yourself at risk in attempting to fight a fire
 In all areas of a hotel a variety of fire extinguishers are available to use on different types of
fires
 Familiarise your self with the operation of these extinguishers and on what fires they should
be used

Michael mathu PAGE 100

  Do not use the wrong extinguisher on a fire as it could make things worse
N/B
In the event of fire alarm ringing you should:-
i) Follow the fire instruction as laid down in your establishment
ii) Usher all customers and staff out of your work area promptly and quickly
iii) Pay special attention to customers with special needs e.g mobility problems
iv) Walk quickly but do not run. Display a sense of urgency
v) Remain calm and do not panic as your composure and lead will be followed by others
vi) Proceed as promptly as possible to the nearest assembly point
vii) Ensure that someone watches to see that there are no stragglers
viii)Follow the exit route as laid down in your fire instructions. Never use a lift
ix) Never re-enter the building until told it is safe to do so
x) Do not waste time to collect personal items

CLASSIFICATION OF FIRES
 Are four main classification or classes of fires namely:-

i) Class A, or Solid fires

 Are fires involving solid materials usually of organic nature in which combustion normally takes
place with the formation of glowing embers
e.g wood, paper, textiles e.t.c

ii) Class B, or Liquid fires

 Are fires involving liquids or liquefiable solids
e.g burning liquids, oils, fat, paints e.t.c

iii) Class C, Gas fires

 This are fires involving gases e.g butane gas e.t.c

iv) Class E, or Electrical fires

 Are fires involving electrical hazards

METHODS OF EXTINGUISHING A FIRE

 To extinguish a fire the three principal methods are
i) Starving- removing the fuel
ii) Smothering- removing the air
iii) Cooling- removing the heat
 Therefore one of the sides of the triangle is removed
 The fuel is that which burns, heat is that which sets the fuel a light and oxygen is needed for the fire to
burn
 Once one of this is eliminated, then fire is put out

The fire triangle

HEAT OXYGEN

FUEL

Fire extinguishers and the fires they should be used for

i) Water extinguishers (Red)

Michael mathu PAGE 101

  Are used for fires involving wood, paper and cloth (i.e class A fires)
ii) Carbon dioxide extinguishers (Black)
 Are used for fires involving inflammable liquids such as oils, fats, paints, and solid fuels
 Can be safely used on live electrical equipments

iii) Foam extinguishers (Cream)

 Are used for fires involving wood and inflammable liquids
 Instructions given on the extinguisher should be checked as some types of foam extinguishers
are not suitable for live electrical equipment

iv) Dry powder extinguishers (Blue) or all purpose powder (A.B.C)

 Are used for electrical fires and fires involving inflammable liquids

v) Halons extinguishers (Green)

 Are also known as BCF (bromochloro-difluoro-methane)
 Are used for fires involving inflammable liquids, live electrical equipments

vi) Fire blankets

 Used on fires involving burning liquids and clothing

vii) Other fire extinguishers

a) Fire hoses
 Are used for similar fires to those of classified under water fire extinguishers. It is
necessary to be familiar with the instructions displayed by the fire hose before using it
b) Water sprinkler systems
 Consists of sprinklers from the main water supply in the ceiling
 The system is designed to automatically spray water over the whole area when the
temperatures rises above a pre-set level e.g 75°c.
FIRE CLASS DESCRIPTION DRY CARBON FOAM WATER HALONS
POWDER DIOXIDE (cream) (Red) (Green)
(Blue) GAS(Black)
CLASS A Fires involving solid YES YES
materials Excellent NO YES Excellent YES
CLASS B Fires involving liquids YES YES YES NO YES
or liquefiable solids Excellent Excellent
CLASS C Fires involving gases YES YES YES NO YES
ELECTRICAL Fires involving YES
electrical hazards YES Excellent NO NO YES

Summary of portable extinguishers

N/B
 Historically the whole body of fire extinguishers was coloured, however new European standards
now require the body of every extinguisher to be red , and a small coloured area is permitted to show
the medium of the extinguisher

MAINTAINING A SECURE ENVIRONMENT

(Ways of guarding the establishment against terrorism)
 Employees should be aware of security measures in their own work environment
 To beep up security they should give consideration to the following aspects of security:-
i) The need to wear some form of recognised identity badge
ii) To be observant and report ‘suspicious’ persons or packages
iii) Not to discus your duties to your customers outside work place
iv) Guest and staff vehicles should be searched upon request when entering or leaving the establishment.
v) Have detector cameras strategically placed within the establishment.

Michael mathu PAGE 102

 vi) To allow all bags and packages to be searched upon request when either entering or leaving the
workplace
vii) To be aware of the security procedures to be searched upon request when either entering or leaving
work place
viii)To be aware of the security procedures for your establishment should sudden and urgent action have
to be taken
ix) Ensure external fire doors are kept shut and not left a jar in error
x) Should you be responsible for ‘locking up’ duties then ensure all areas have been vacated. Check all
cloak room carefully
xi) At the same time check all windows and doors as appropriate have been locked
xii) Keys should only be handed by someone in authority. A signing out book should be available when
staff request key
xiii) At no time should keys be left un attended
xiv)Be alert and observant at all times and do not hesitate to report anything suspicious to your immediate
supervisor
xv) To be extra careful when receiving payments inform of large notes denomination, all cheques and
credit cards in order to prevent frauds

SUSPICIOUS ITEM OR PACKAGE

 All employees should be constantly alert for suspicious items or packages as this may put lives at risk
 Employees should:-
i) They find such an object must immediately alert security officer, manager or supervisor
ii) Not touch or attempt to move the object
iii) If there are customers in the immediate vicinity, you may discreetly attempt to establish ownership
of object
iv) If you successfully identify the owner or customer, ask them to keep the ‘object’ with them or to
hand it in for safe keeping
v) If no immediate ownership is established, then the area should be cleared
vi) The appropriate authorities notified without delay

BOMB THREAT
 Immediate action to be taken as a bomb could go off at any moment
 As a result staff should:-
i) Be aware of and follow establishment policy with regard to bomb threats and evacuation
procedures
ii) Evacuate your immediate work area
iii) Search the work area should this be your responsibility
iv) Evacuate the premises and usher all guests or staff through appropriate exits to specified
assembly area
v) A count should be taken of all persons to determine their safety and minimise the risk of fatal
accidents
 In the event of receiving a bomb threat over the telephone, record the message in the exact words
spoken by the caller
 Note down the time the call began and ended
 Attempt to get as much information as possible from the caller such as:-
i) The location of the bomb
ii) What the bomb looks like?
iii) When and what will make it explode?
iv) The reasons for planting the bomb
v) Details about the caller that will help in identification:-
a) Gender
b) Tone and type of accent used- was the voice calm, nervous, rambling, serious or
drunk
c) Were there any background noises?
You should then

Michael mathu PAGE 103

 i) Cordon off the area under threat and calmly inform guests and staff to move away
ii) Inform the manager on duty and the concerned authorities
iii) Allow people to return, only after all the clear signals has been given from a competent and
recognised authority

FIRST AID

 is the first help a person or patient gets from some one knowledgeable before reaching the doctor.
 is the provision of initial care for an illness or injury.
 It is usually performed by non-expert, but trained personnel to a sick or injured person until
definitive medical treatment can be accessed.
 Certain self-limiting illnesses or minor injuries may not require further medical care past the
first aid intervention.
 It generally consists of a series of simple and in some cases, potentially life-saving techniques
that an individual can be trained to perform with minimal equipment.
 While first aid can also be performed on all animals, the term generally refers to care of
human patients.

Aims

 The key aims of first aid can be summarized in three key points:-

 Preserve life: the overriding aim of all medical care, including first aid, is to save
lives
 Prevent further harm: also sometimes called prevent the condition from
worsening, or danger of further injury, this covers both external factors, such as
moving a patient away from any cause of harm, and applying first aid techniques to
prevent worsening of the condition, such as applying pressure to stop a bleed
becoming dangerous.
 Promote recovery: first aid also involves trying to start the recovery process from the
illness or injury, and in some cases might involve completing a treatment, such as in
the case of applying a plaster to a small wound

First aid equipments

 A first aid box, as a minimum, should contain:-

a) A card giving general first aid guidance;
b) 20 individual wrapped, sterile, adhesive, waterproof dressing of various sizes;
c) 4 x 25 g cotton wool packs;
d) 1 dozen safety pins;
e) 2 triangle bandages;
f) 2 sterile eye pads, with attachment;
g) 4 medium sized sterile unmedicated dressings;
h) 2 large sterile unmedicated dressings;
i) 2 extra large unmedicated dressings;
j) Tweezers
k) Scissors;
l) Report book to record all injuries.
 First aid box must be easily identifiable and accessible in the work area.

Michael mathu PAGE 104

  They should be in the charge of a responsible person, checked regularly and refilled when
necessary.
 All catering workers and students are recommended to attend a first-aid course run by st. John
ambulance or Red Cross society.

SHOCK

 The signs of shock are faintness, sickness, clammy skin and a pale face. Shock should be
treated by keeping the person comfortable, lying down and warm.
 Cover the person with a blanket or clothing, but do not apply hot water bottles.

FAINTING

 Fainting may occur after a long period of standing in a hot, badly ventilated kitchen. The
signs of an impending faint are whiteness, giddiness and sweating.
 A faint should be treated by raising the legs slightly above the level of the head and, when
the person recovers consciousness, putting the person in the fresh air for a while and making
sure that the person has not incurred any injury in fainting.

CUTS

 All cuts should be covered immediately with a waterproof dressing, after the skin round the
cut has been washed.
 When there is considerable bleeding it should be stopped as soon as possible.
 Bleeding may be controlled by direct pressure, by bandaging firmly on the cut.
 It may be possible to stop bleeding from a cut artery by pressing the artery with the thumb
against the underlying bone; such pressure may be applied while a dressing or bandage is
being prepared for application but not for more than 15 minutes.

NOSE BLEEDS

 Sit the person down with the head forward, and loosen clothing round the neck and chest. Ask
them to breathe through the mouth and to pinch the soft part of the nose.
 After 10 minutes release the pressure.
 Warn the person not to blow the nose for several hours.
 If the bleeding has not stopped continue for a further 10 minutes.
 If the bleeding has not stopped then, or recurs in 30 minutes, obtain medical assistance.

FRACTURES

 A person suffering from fracture should not be moved until the injured part has been secured
so that it cannot move.
 Medical assistance should be obtained.

BURNS AND SCALDS

 If a person’s clothes catch on fi re, stop the person moving or running around, as this will fan
the flames. Remember: STOP—DROP—ROLL—MANAGE

Management of Burns and Scalds

Michael mathu PAGE 105

 a) Follow DRABCD Action Plan (Danger, Response, Airway, Breathing, CPR and Defi
brillation).
b) Extinguish burning clothing—smother with blanket, jacket or use water. If a scald, quickly
remove casualty’s wet clothing from affected area.
c) Hold burnt area under cold running water for at least 10 minutes or until skin returns to
normal temperature.
d) Remove jewellery and clothing from burnt area unless stuck.
e) Cover burn with a non-adherent/burns dressing (or aluminium foil, plastic wrap, or a wet
clean dressing).
f) Extensive burns are dangerous and may be fatal.
 Seek medical aid urgently if:
- Burn is deep, even if casualty does not feel any pain.
- A superficial burn is larger than a 20 cent piece.
- The burn involves airway, face, hands or genitals.
- You are unsure of the severity of the burn.

ELECTRIC SHOCK

 Switch off current.

 If this is not possible, free the person by using a dry insulating material sucjh as cloth, wood
or rubber, taking care not to use the bare hands otherwise the electric shock may be
transmitted.
 If breathing has stopped, give artificial respiration and send for a doctor.
 Treat any burns as above.

GASSING

 Do not the gassed person walk, but carry them into the fresh air.
 If breathing has stopped apply artificial respiration and send for a doctor.

CHOCKING

 A person chokes when the airway is partially or completely blocked.

 The Casualty usually has trouble breathing and if obstruction is complete cannot breathe at
all. Unless given first aid, the casualty may die.

Management of Adult/Child (over 1 year)

a) Encourage adult or child to relax, breathe deeply and cough to remove object.
b) If coughing does not remove the blockage, or if casualty is an infant—Call 000 for an
ambulance.
c) Bend casualty well forward and give 5 back blows with heel of hand between the shoulder
blades—checking if obstruction is relieved after each back blow.
d) If unsuccessful, give chest thrusts—place one hand in the middle of casualty’s back for
support and heel of other hand in the CPR compression position and give 5 chest thrusts,
slower but sharper than compressions—checking if obstruction is relieved after each chest
thrust.
e) If blockage does not clear after 5 chest thrusts, continue alternating 5 back blows with five
chest thrusts until medical aid arrives.
f) If casualty becomes unconscious:
 Call 000 for an ambulance.

Michael mathu PAGE 106

  Remove visible obstruction from mouth.
 Commence CPR.

N/B:-First aid training also involves the prevention of initial injury and responder safety, and the
treatment phases.

Key skills

In case of tongue fallen backwards, blocking the airway, it is necessary to hyperextend the head and
pull up the chin, so that the tongue lifts and clears the airway.

SANITATION
 an excellent standard of sanitation has to be maintained in all outlets of the food and beverage service
department
 all foods and service areas should be cleaned regularly
 the following things should be done to keep the hotel and its surroundings clean and pleasant:-
i) The floor should be kept clean and dry at all times. The table tops should be kept spotlessly
clean and dry
ii) Furniture should be dusted and polished
iii) Carpets should be properly vacuumed and shampooed
iv) All equipments in use should be well maintained and serviced regularly
v) A cleaning schedule should be planned and enforced
vi) Indoor plants should be watered regularly and replaced with fresh plants from the main
garden at least once a week
vii) The walls, floors and ceiling should be checked regularly and faulty ones replaced
immediately
viii)Light fixtures, bulbs and switches should be checked regularly and faulty ones replaced
immediately
ix) Public area toilets should be cleaned regularly and checked frequently for soaps, towels and
toilet paper
x) Dust bins should be kept covered at all times with tight-fitting lids
 Uncovered bins attract flies and other insects in the kitchen
 Fly-screens should be used to prevent flies from entering food areas
 Gadgets that kill flies should be mounted in the back areas
 A fly spray may also be used
xi) Pesticides should be sprayed regularly to control pests
xii) Rats, besides being destructive are carriers of diseases therefore rat traps should be set at
strategic places (N/B- rat poison should not be used)
xiii) Pest control firms should be contracted so as to spray pesticides and set rat traps to
free the establishment from pests

Michael mathu PAGE 107

Terminologies
Pests
 Destructive animals or insects which attack food, crops and livestock
Pesticides
 A substance that is sprayed to kill insects
Fly-screen
 A mesh that prevents the entry of flies
Schedule
 A plan of work or a list of intended events drawn up in advance
Evacuation
 To remove people from a place of danger to stay else for the duration of the danger

References:-
1. Blanch Susan 2003; food hygiene, Hodder and Stoughton educational, India. (pg 57-95).
2. Wikipidia; Food safety.
3. Wikipidia; First Aid.
4. David Foskett Et all (2003); The Theory of Catering, Bookpower, (10th edition), London.
(pg 480-508,510-563).

Michael mathu PAGE 108

 MENU KNOWLEDGE
INTRODUCTION
Menu-
 Is a list of food and beverage that can be served to a guest at a price.
i.e. it helps the guest to select what they would like to eat and or
drink.
 Represents the range of food and beverage items offered in a
restaurant i.e a list of items that are available in a restaurant
 An important document used as a selling tool and an important aspect
of budgetary control
 Menu is the statement of food and beverage items available or
provided by food establishments primarily based on consumer
demand and designed to achieve organizational objectives.
 It represents the focal point around which components of food service
systems are based.
 The menu is designed carefully what the outlet wants to cater for,
keeping in mind the type of clientele.
 The main advantage of a well-planned menu is that it leads to
consumer satisfaction.
 It also helps to motivate the employees for a responsible and
successful service.
 According to Antonin Careme (1784-1833), (the French chef who is
considered the founder of classical cuisine) a successful menu
depends upon composition-the right combination of foods,
prepared perfectly, to the entire satisfaction of the customer.
 Menu is a document that controls and directs an outlet's operations
and is considered the prime selling instrument of the restaurant.
 When the menu is represented on a card, it is referred to as the menu
card
 It is also called bill of fare (English) (menu-French)
 The menu has the following meanings to the waiting staff:-
i) The range of food items served in an establishment including
their organisation and number of courses (range of courses)
ii) Arrangement by which the items are offered e.g ala carte or
table d’hôte (types of menu or arrangement)

Michael mathu PAGE 109

 iii) The physical object on which the list of these items are or
courses are written for guests to choose from (physical card)

MENU ORIGIN
 It is said that in the year 1541, Duke Henry of Brunswick was seen
to refer to a long slip of paper on being asked what he was looking at
he said it was a form of a programme of the dishes and by reference to
it he could see what was coming and reserve his appetite accordingly.
Thus we presume that the provision of menu developed from such
events
 Originally the bill of fare was very large and used to be placed at the
end of the table for everyone to read. As time progressed the menu
became smaller in size and a number of copies made which allowed
individuals to read their own copy

FUNCTIONS OF A MENU
 Menu in modern establishment reflects a concern for the health and
well-being of the guests
 The menu planners should ensure a healthy and balanced diet
enjoying good food
 Menu serves the following purposes:-
i) Informs guest what dishes are available and price charged for a
particular dish
ii) It enables guests to select dishes of their choice which they can
afford
iii) It guides the chef to efficiently prepare the items included
in the menu ( ie in matters of his requirement in terms of staff,
equipments and materials)
iv)It enables the service staff to prepare their mise-en-place, take
the correct order, pick up and serve the correct dishes from the
kitchen according to what has been ordered, and to present the
correct check to the guest
v) It helps the cashier to price each item ordered by the guest and
to prepare a sales summary
vi)It enables the caterer to predict trends and to plan the future
course of action for the establishment

Michael mathu PAGE 110

  Menu compilation is the most important part of a caterer’s work and
its only acquired through experience and study
 It is the link between the guest and establishment therefore, it should
be carefully planned

TYPES OF MENU
 Are two types of menu:-
i) Table d’hôte
ii) Al carte
 From these two types of menus there are in practice many adaptations
of each

TABLE D’HÔTE MENUS

 It is a menu which the entire meal is priced and charged,
irrespective of whether the guest has to complete meal or not
 A fixed number of courses comprising the whole meal at a fixed
price
 It is also referred to as fixed menu
 It means from the table of the host

Characteristics or features of table d’hôte menus

i) The menu has a fixed number of courses
ii) There is a limited choice within each course
iii) The selling price is fixed
iv)Food is usually available at a set time
v) It is a restricted menu

Advantages of table d’hôte menus:

a) These are simple and very easy to choose, as choices are limited.
b) The prices are set and hence, guest can choose accordingly.
c) This is easier to control and operate.
d) This is giving less wastage of food.

Disadvantages of table d’hôte menus:

a) The choices are limited and hence, may not satisfy to all type
of clientele.

Michael mathu PAGE 111

 b) One has to pay set price for the menu, irrespective of their
consumption of all dishes available.

N/B
 It usually contains the popular type dishes and it is easier to control. It
may be offered alongside an ala carte menu
 It may be offered for breakfast, lunch and dinner.

MENU
Appetiser
Or
Soup
Xxxxxxxxxx
Meat dish
Or
Vegetable dish
Xxxxxxxxxxxxx
Typical example of table d’hôte menu
Dessert

ALA CARTE MENUS

 Is a menu in which each food item is separately priced in order to give
the guest a choice to suit his taste and budget
 Is a multiple choice menu with each dish priced separately
 It means from the card

Characteristics or features of ala carte menus

i) The choice is generally more extensive
ii) Each dish is priced separately
iii) There may be longer waiting time as some dishes are cooked
or finished to order
iv)The dishes are listed under cost headings
v) All dishes are prepared to order
vi)They are usually more expensive than table d’hôte

Michael mathu PAGE 112

Advantages of ala carte menus
a) The guest will be satisfied as they can choose their own appetite
without any limitation.
b) As the portions are not predefined, the guest can choose his/her size.
c) This type of menu is generally having varieties, dishes from two or
more cuisine or region and hence guest can customize their
combinations.
d) The dishes can be changed according to the season or current trend.

Disadvantages of ala carte menus

a) As all guests are not expert in menu combination and selection and
hence cannot choose appropriate combination of dishes.
b) The wastage can be more, as the availability of items need to be
maintained more

 An extensive ala carte menu is impressive but involves a huge amount

of mise-en place
Starters poultry
---------- --------------
---------- ---------------
Soups Vegetable
---------- ---------------
---------- ---------------
Sea foods Breads
------------- ---------------
-------------
Meats
---------------
Desserts Typical example of ala carte menu
------------ ---------------
------------ ---------------
Beverages
---------------
---------------

Differences between an Ala carte and table d’hôte menus

S/ Ala carte Menus Table D’hôte Menu

NO.
1. There is a vast (extensive) There is limited or no choice.
choice. The menu is elaborate The menu is comparatively
small.

Michael mathu PAGE 113

2. Each dish is priced separately Has a fixed selling price
3. Longer waiting time as food is Food is ready at set time
cooked to order
4. Food is kept in a semi- Food is kept in fully prepared
prepared form and takes time form and can be served
to serve. immediately.
5. Silver is laid according to the Silver for the whole menu is
dishes ordered. laid in advance as the menu is
known in advance.
Other types of menu
 Are other adaptations of the two main menus and includes:-

i) Special party or function menus

 Are menus for banquets or functions of all kinds
Banquet- is a formal meal for large number of people usually for special
occasion at which speeches are often made
 Are also called banquet menus
 Is a fixed menu at a set price offering usually no choice whatsoever to
the customers unless the client informs the caterer in advance of other
guests requirements
 It is available to all guests at a predetermined time

ii) Ethnic or speciality menus

 Are either at set price or priced individually specialising in the foods
of country, region, or particular ethnic or culture
e.g Chinese, Indian, Italian, kikuyu, kamba e.t.c

iii) Buffets menus

 Buffet type meals vary considerably depending on the occasion and
the price paid
 Are two main types of buffets:-

a) Finger buffet
 Where all items prepared are proportioned to a small size so that the
customer may consume it without the use of any cutlery e.g cocktails

b) Fork buffet

Michael mathu PAGE 114

  Where cold and hot is available and where many large dishes will be
carved and portioned for the
Individual guest.
 Are frequently prepared for occasion such as wedding receptions,
press receptions, presentations and conferences
 Are classified as a form of table d’hôte and they posses all the
characteristics

iv)Hospital menus
 Take the form of a menu card given to the patient before the day of
service so that his or her preference is ticked. Offered in both private
and public hospitals
 Menus are compiled by a dietician according to the health of the
patients
 Hospital menus are usually of 2 or 3 courses
 The menus are compiled as per the classification of the patients

v) Menus for people at work

 Menus served to people in their places of work
 Vary in standards and extends from one employer to another i.e
depends on the establishments’ policy on welfare of their staff and
work-force
 Mostly offered at subsidized rates

vi)Menu for children

 Mostly provided in schools
 The emphasis is on health eating and balanced diet
 Also consider the religious background and cultural practices so as to
ensure food availability for this particular people

vii) Coffee house menus

 Is a more recent form of table d’hôte or ala carte menu which is
commonly used today in hotel and restaurants

Characteristics of coffee house menus

 A set menu offered for 12 to 18 hours of the day

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  Reasonably priced with often each dish or section of the menu
individually priced
 Offers a range and choice of items that are suitable from snacks,
light meals, lunch or dinner
 Offer a limited range of foods i.e of convenience type
 A simplified form of service being offered

viii) Cyclical menus

 Compiled to cover a set period of time i.e 1 month, 3 months e.t.c and
may be rotated at end of set period
 Consists of a number of set menus for a particular establishment e.g
industrial catering, cafeterias, hospital menus, colleges e.t.c
 Length of cyclic menu is determined by:-
 Management policy
 Time of the year
 Food available

Advantages
 They saves time (the daily or weekly task of compiling menu)
 They give greater efficiency in time and labour
 They can cut down the number of commodities held in stock and can
assist in planning storage requirements
 Make it possible to produce the entire number of portions of each
items to last the whole cycle when used in conjunction with cook
freeze operations and standardised recipes
Disadvantages
 Should be long to avoid creating boredom to clientele
 Caterer is unable of taking advantage of ‘good buy’ offered by
suppliers on daily or weekly basis

ix)Nouvelle cuisine
 Is a type of French cuisine, which advocates the use of absolutely
fresh ingredients and light sauces without addition of flour as a
thickening agent
 This literally means new style of cooking
 This concept was introduced with the aim of encouraging a
simpler and more natural preservation of food

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  Advocates reject the rich, complicated and indigestible traditional
foods, that are no longer suitable for a generation conscious of the
health hazards of overeating especially of foods that are rich in fat
 The guiding principles of this cuisine are:-
 The use of absolutely fresh ingredients
 The simplicity in the cooking methods
 It encourages the use of light sauces, based on meat extracts,
stocks and herbs and avoids the use of flour as a thickening agent
 Vegetables should be in a way that the natural flavour, colours
and nutrients are retained
 Rapid cooking without fat is done to retain the texture and
nutritional value of the ingredients
 The dishes are often served pre-plated and referred to as art on
the plate

x) Brasserie and popular catering menus

 Are regarded as limited forms of ala carte menus and all the dishes
are listed and priced separately
 It allows for instance, guest to have a snack with a beverage, a full
meal or just a beverage

MENU CARD
 Is a document that is used as a selling tool
 It helps in creating an image in the minds of guests about the class of
the establishment
 To ensure that a menu is to be an effective sales tool the following
factors should be considered:-
i) General presentation
ii) Menu content
iii) Size and form
iv)Layout of the menu
v) Nutritional content

General presentation
 Is very important as it identifies the image and personality of a
particular unit or department
 Following points should be taken into consideration:-

Michael mathu PAGE 117

 i) Menu should be attractive
ii) It should be clean
iii) Should be easy to read
iv)It should complement the occasion
v) Should reflect current awareness
vi)Design –by use of graphics, typography and colour

Menu content
 Is examined under the following:-
i) Language
 Language used must be in keeping with the type of
operation
 Language should be clear and simple to understand
 If foreign language is to be used should be accurately used
ii) Accuracy
 Menu should be accurate as far as pricing and availability
are concerned with correct spelling and description of
dishes and beverages
iii) Pricing
 The correct pricing of all food menus and restaurant list is
very important to the
success of an operation.
 Prices should be attractive to particular market segment
 Prices should be competitive in relation of level of food
quality and drinks served
 Pricing strategy is affected by the following factors:-
 Size and type of establishment
 The location
 Profit required
 Level of competition
 Sector of the establishment
iv)Sales mix
 Money received from selling a variety of items
e.g foods-appetisers and soup, fish and meat, sweet dishes

Size and form

 Compliments the uniqueness of the establishment

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  Must be easy for customers to handle and in no way confusing to read
 May take many forms e.g
 Menu chalked upon blackboard
 Illuminated display board with photograph
 Placemats
 Printed menu cards e.t.c
Layout of the menu
 The larger the menu the more time-consuming it is for customer to
make their selection of food or wine and if too short may not entirely
satisfy
 Caterers need to adjust the length of their menu to particular needs of
their customers
Nutritional content
 Is considered more important in welfare than commercial sectors

MENU PLANNING
 Is the putting together of a list of dishes with their prices by caterer
 Also called or known as compiling of menus
 Is a complex managerial task
 Costs, profits margins gastronomic criteria have to be also taken into
account
 Menu should be compiled to meet the requirement of various types of
meals
 If the menu fails to meet the market requirements, it could cause a
drop in the revenue

CONSIDERATIONS TO BEAR IN MIND WHEN COMPILING MENU

 Are number of consideration:-

i) Type
 Asses the type of meal required
 Asses type of kitchen and staff available in relation to equipment and
skills
 Asses the type of food service area and equipments available, the
skills of food service area staff and number of courses to be served

ii) Supplies

Michael mathu PAGE 119

  Seasonal supplies
 Local availability of supplies

iii) Balance
 Light to heavy, then heavy to light
 Vary the sequence of preparation of each course
 Change the seasoning, flavouring and presentation
 Ensure garnishes are in harmony with main dishes
iv)Food value
 Use commodities and methods of cooking which will preserve the
natural nutritive properties of the raw materials

v) Colour
 Avoid clashes in colour or repetition of similar colour

vi)Language
 Should either be written in French or English and be easily understood
by the customer
 Ensure :-
 Proper spelling
 Correct terms
 Correct sequence within courses
 Where appropriate, the correct accents

COURSES OF A MENU
 Also referred to as classical menu sequence (i.e sequence of service)
 Order of dishes or order of various courses
 The number of courses on a menu and dishes within each courses
depends on the size and class of the establishment
 The courses of a menu may be divided as follows:-

i) Hors-d’oeuvre
 This course is aimed at stimulating the palate (appetite) and consists
of small tasty dishes i.e spicy in nature
 Often referred to as starters or appetizers
 Are either served from a rotating trolley or tray with small amounts of
each variety being placed on the plate to make up a portion

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  This course could also include salads
Examples - Beetroots - Potato salad - Tomato salad -
Fish mayonnaise
- Russian salad - Anchovies - Shrimp cocktail -
Egg mayonnaise
-Choux rouges (red cabbage) - Diplomatic salad
e.t.c
ii) Soups (potage)
 Are both hot and cold soups
 Are variety of soups but broadly includes clear (consommé) and thick
soups like cream veloute or puree and bisque or broths
Examples - consommé Celestine - Gazpacho - Minestrone
- Scotch broth

iii) Eggs (oeufs)

 The omelette is the most popular item, but are other styles of cooking
and preparation of eggs such as boiled, poached, scrambled e.t.c
 This course is not included in the dinner menu
Examples - omelette espagnole (flat omelette with onions, pepper and
tomato - Oeufs en cocotte ala crème
-Oeufs poche Florentine

iv)Pasta and rice (farinaceous / farineaux)

 This is Italy’s contribution to the courses of the menu
 It includes different kinds of pastas such as spaghetti, lasagne and
gnocchi
Examples - Spaghetti bolognaise- Macaroni au gratin - Ravioli
- Noodles - Lasagne napolitaine e.t.c

v) Fish (poisons)
 It includes shell fish and sea and fresh water fish
 Are cooked in different styles such as poached, grilled, baked, shallow
and deep fried
Examples -Fish meuniere - Lobster Americaine - Grilled prawns
 Fish is a soft-fibred and tender meat which is easily digested and
helps to prepare the appetite for the heavier courses to come

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 vi)ENTREE (the first meat course)
 Are generally small, well garnished dishes which come from the
kitchen ready for service
 Usually comprises of a dish made up of steak, cutlets, casseroles or
stews and are always accompanied by a very rich gravy or sauce
 If releve does not follow this course (entree), the potatoes and
vegetables should then be served with entrees
 This dishes comes from the kitchen when are ready for service
Examples - Steak au poirre - Sweet breads - Veal cutlets -
Tournedos
- Irish stew - Kebab orientale
- Mixed grill (lamb cutlet, bacon, liver, tomato, mushroom
and sausage)

vii) SORBETS (the rest course)

 Sorbet-is intended as a pause or rest course in a long meal
 Because of the length of the French classical menu, this course is
considered to be the ‘rest’ between courses, where the diners may
obtain their second wind
 It refreshes the palate with water-ice and stimulates the appetite for
courses to come or follow
Water-ice- frozen water flavoured with fruit juices and sugar served
as a dessert
Sorbet-is a water-ice served with Italian meringue that is flavoured
with champagne or a liqueur
Service- should be piped into a champagne glass then served on an
under plate with a tea spoon
 Cigarettes are often passed around during this course and sometimes
the first speech is given

viii) RELEVES (the second meat course)

 This includes large joints of meats such as ribs of beef, a joint of
lamb, mutton or pork
 A sauce or roast gravy and potatoes and green vegetables are always
served with this course
 Nowadays this course is often included in the entree

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 Examples- - crown roast - Roast loin of pork - braised saddle of
lamb

ix)ROAST (rotis)
 This course normally consists of roast game or poultry and is often
included in the entree
 Each dish is accompanied with its own particular sauce and salad
(green salad) served separately on a crescent shaped dish
Examples - -Roast chicken - Roast duck - Roast turkey -
Roast pheasant
-Roast quail - Braised duck e.t.c

x) LEGUMES (vegetables)
 These can be served separately as an individual course or may be
included along with the entree, releves or roast courses
Examples - Cauliflower - Baked jacket potatoes - Grilled
tomatoes e.t.c

xi)SALAD (salade)
 Refers to a small plate of salad taken after main course. More often a
green salad

xii) COLD BUFFET (buffet froid)

 Includes a variety of cold meats, fish together with a range of salads

xiii) ENTREMET (sweets)

 This could include hot or cold sweets, gateaux, soufflés or ice-cream
Examples -Apple pie -Chocolate soufflés -Vanilla ice-cream e.t.c

xiv) SAVOURIES (savoureux)

 May take the form of savoury items served hot on toast or as a
savoury soufflés
Savoury – having a taste that is salty not sweet

xv) CHEESE (fromage)

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  This is an alternative to the outdated savoury course and may be
served at the end of the meal
 All forms of fresh fruit and nuts may be served in this course
 It is usually served with butter, crackers and occasionally celery
 The ideal cheeseboard should combine hard, semi-hard, soft or cream,
blue and fresh cheeses

xvi) DESSERTS (fresh fruit and nuts)

 Is the course usually presented in a basket and placed on the table as
part of the table decor, and served at the end of the meal
 All forms of fresh fruit and nuts may be served in this course
 Are served accompanied by castor sugar and salt

xvii) BEVERAGES
 This is not a course, but may be offered at the end of a meal, and may
include different varieties of coffee such as filter, cappuccino and
cona coffee
 Traditionally used to be coffee but nowadays this broadly increased to
include other beverages such as tea, tisanes e.t.c
 This is listed to show sequence but not counted as a course

The Order of Courses for a Dinner Menu

 A full-course dinner is seldom served today, but the sequence of
courses should be respected even if some are omitted.
 The general standard at present is for a four- or five-course meal to be
served for dinner.
 Theoretically, however, all the courses of a full dinner menu must be
studied and learnt by heart so that perfect compilation of menus can
be achieved.
Three-Course Dinner Menu
1. Hors d’oeuvre or soup
2. Main course with vegetables and potatoes or salad
3. Sweet or savoury

Four-Course Dinner Menu

1. Hors d’oeuvre or soup
2. Fish course

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 3. Main course with vegetables and potatoes or salad
4. Sweet or savoury

Five-Course Dinner Menu

1. Hors d’oeuvre or soup
2. Fish course
3. Main course with vegetables and potatoes or salad
4. Sweet
5. Savoury

Six-Course Dinner Menu

1. Hors d’oeuvre or soup (potage)
2. Fish (Poisson)
3. Entrée
4. Main (releves or remove) with (pommes et legumes ou salade)
5. Sweet (entremets)
6. Savoury (savoureux ou bonne bouche)

Seven-Course Dinner Menu

1. Hors d’oeuvres or soup
2. Potage
3. Poisson
4. Entrée
5. Releve / Remove - Pommes et Legumes
6. Roast (roti) – Salade
7. Entremets or Bonne / Bonne Bouche

Eight-Course Dinner Menu

1. Hors d’oeuvres
2. Potage
3. Poisson
4. Entrée
5. Releve / Remove - Pommes et Legumes
6. Roast (roti) – Salade
7. Entremets
8. Savories / Bonne Bouche

Michael mathu PAGE 125

BASIC PRINCIPLES OF ORGANIZING A MENU
i) Cold and warm dishes are listed separately.
ii) Appetizers, soups, seafood and main courses are listed in separate
groups.
iii) In every group the lighter dishes are listed before the richer
ones.
iv)Salads should be highlighted.
v) If offered, low-calorie foods should be specially indicated, and the
number of calories should be stated.
vi)If foods are prepared with organically grown ingredients, this fact
should be highlighted to the discriminating customer.
vii) Every dish should be described clearly and simply, in an
appetizing way, without being too flowery.
viii) House specialties and seasonal items should correspond to the
season and should change accordingly. Use a clip-on menu or special
insert to attract attention to them.
ix)The dessert selection should be listed on a separate attractive card.
The menu should inform the guests that such a card is available.
x) The numbering of menu items can save time and confusion,
especially with many of the new computerized cash registers.
Numbering, however, discourages communication between guests
and the service staff and thus does not help promote sales. For an
easy compromise, place one numbered menu at the register or where
orders are relayed to the kitchen so that one can punch in the guest's
order by number; the guest, however, orders the actual foods with
words, not numbers.

INFLUENCES ON THE MENU

 Menus are as a result of the mix of factors
 Customers demand is greatly affected by:-
i) Health and eating
ii) Special diets
iii) Cultural and religious influences
iv)Vegetarianism

Michael mathu PAGE 126

  To cater for everyone, there has also been greater influence on
cooking ingredients and methods, development of low fat dishes,
lighter cuisines, alternatives for non-meat eaters e.t.c

Health and eating

 The relationship between health and eating is the balance of the diets
 Customers are increasingly looking for availability of choices that will
enable them achieve balanced diet

Special diets
 Customers undertake special diets for medical reasons (including the
prevention of allergies reactions)
 Customers with these needs know what they can and can not eat
 The serve has to accurately describe a dish so that customers can
make the correct choice (never, never guess)
 This includes :-
i) Allergies
ii) Diabetic (inability of body to control levels of glucose
within the blood)
iii) Low cholesterol (fat free)
iv)Low sodium or salt (salt free)

Cultural and religious influences

 People of different faiths have differing requirements with regard to
dishes or ingredients they are to consume
 These also cover :-
 Preparation methods
 Cooking procedures
 Equipments used
 This includes :-
a) Hindus-
 do not eat beef and rarely pork (beef idol for their god)
 diet includes cheese, milk and vegetables dishes
b) Muslims
 Do not eat meat, offal or animal fat unless it is halal meat
(Islamic dietary law)
 Will not consume alcohol even when used in cooking

Michael mathu PAGE 127

 c) Sikhs
 Do not eat beef or pork and halal meat
 Eat vegetarian diet, other may eat fish, mutton, cheese and
eggs
d) Roman catholic
 Few restriction on diet
 No meat on ash Wednesday and good Friday
e) Jews
 Jews dietary law divides animals killed for consumption
into:-
i) Kosher animals (holy or clean)
ii) Treife animals (unclean)
Kosher animals (what is to be eaten)
 Land animals that have closed hoof and chew cuds e.g
cattle, sheep and goat (Leviticus 11)
 Fish must have scales and fins
 All birds apart from birds of prey
 Eggs of all clean birds (have no specks of blood)
Treife (unclean) animals
 pigs- they do not chew cud
 shell fish- have no fins and scales
 animal fat
f) Rastafarians
 Do not eat any processed foods, pork, fish without fins,
tea, coffee or alcohol

Vegetarianism
 This may derive from:-
 Cultural consideration
 Religious consideration
 Moral consideration
 physiological consideration
 Food description has to be accurate

Forms of vegetarianism

Michael mathu PAGE 128

  Food and beverage personnel should therefore describe foods and
drinks accurately so as to enable the customers to make the right
choice
 The main forms of vegetarianism may be described as follows:-
i) Vegetarians: semi
 They will not eat all red meats other than poultry
 Diet includes fish, dairy produce, and other animal
products
ii) Vegetarians: lacto-ovo
 They will not eat all meats, fish and poultry
 Diet includes milk, milk product and eggs
iii) Vegetarians: lacto
 They will not eat all meats, fish, poultry and eggs
 Diets includes milk, milk products
iv)Vegans
 They will not eat any food of animal origin
 Diet will mainly consist of vegetables, vegetable oil,
seeds, cereals, pulses
v) Fruitarians
 Is a more restricted form of vegetarianism
 They will not eat all foods of animal origin, pulses (peas,
lentils), cereals (wheat, oats, barley, maize, rice, all
breakfast cereals)
 Diet will mainly consist of raw and dried fruits (sultanas,
raisins, currant, date), nuts (peanuts, cashew nuts,
almond, coconut e.t.c) honey, olive oil.

FOOD ACCOMPANIMENTS AND COVERS

Accompaniment
 Are flavoured foods or sauces offered with specific dishes
 Should not be confused with a garnish which in most cases is an
integral part of a dish and is always served from the kitchen
 If accompaniments are matched correctly with a dish, it brings about a
little extra appreciation of the meal and adds to the diner’s delight

Michael mathu PAGE 129

  To enable this product knowledge is crucial in the service of foods
and beverage

 This knowledge enables the service staff to advice the customers on:-
i) The food content
ii) The methods used in making the dishes
iii) Ensures that the correct cover is laid
iv)It enables that the correct accompaniments are provided
 Accompaniments can be served in:-
 Sauce-boats
 Small bowls or dishes
 Plates
 Bottles and jars

Importance of offering accompaniments

 Accompaniments helps to:-
i) Enhance the flavour of foods e.g pickle for Indian foods
ii) Moisten the food e.g mint chutney for tandoori chicken
iii) Enhances the nutritive value of a dish e.g sage, onion and
mince stuffing in roast turkey
iv)Provide contrast in taste e.g mustard for roast beef
v) Provide colour to the food e.g hollandaise sauce for hot
asparagus
vi)Give a name to a dish e.g bolognaise sauce gives spaghetti
bolognaise
vii) To aid in eating e.g salt, pepper, mustard

N/B
 the use of fish knives and forks is becoming less fashionable today
together with small coffee cups (demi-tasse)
 The use of under plates also varies and has four main purposes
namely:-
i) To improve presentation on the table
ii) To make carrying of soup plates, bowls and other bowl shaped
dishes easier
iii) To isolate the hand from hot dishes
iv)To allow cutlery to be carried along with the items

Michael mathu PAGE 130

  The use of doilies, dish papers or napkins on under plate has the
following importances:-
i) Improve presentation
ii) Reduces noises
iii) Prevent the dish being carried from slipping
N/B
 As a general guide it is worth considering the use of under plates
wherever a food item is being served in a cup or bowl shaped dishes.
FOOD/ ACCOMPANIMENT COVERS
DISH S
1. Hors- -Oil an vinegar - fish plate, fish fork and fish
d’oeuvre knife
( appetizer) N/B-Nowadays this is
dictated by type of food
being served and its
presentation
i) caviar -Toast, butter, finely - fish knife on the right hand
chopped shallots, side of the cover, a cold fish
sieved hard boiled yolk plate, a side plate and a cruet
and white of egg sets
ii) Grape - Castor sugar -Coupe, doily on side plate,
fruit grape fruit spoon or tea
spoon
iii) Tomato -Lemon wedge and - Smaller tumbler glass, a
juice Worcestershire sauce doily on a side plate, a
swizzle stick or a tea spoon,
cruet set
iv) Fruit -None -Smaller tumbler glass, a
juices doily on a side plate
(pineapple,
orange, grape
Fruit)
v) Melon -caster sugar and -a dessert-spoon and fork, a
ground ginger cold half plate, a side plate
and a side knife
vi) Oysters - Oyster cruet -An oyster fork, a soup plate
( Tabasco sauce, lemon or oyster dish with crushed

Michael mathu PAGE 131

 wedges, chilli, vinegar, ice, a finger bowl on an
cayenne pepper, pepper underliner, a side plate, side
mill), brown bread and knife and a cruet set
butter
vii) potted -Breakfast toast, -fish plate, fish fork, fish
shrimps pepper mill, cayenne knife (or side knife and sweet
pepper, lemon wedge fork)
or segment
viii) Snails - Brown bread and - snail tong placed left, snail
butter fork-right and snail dish
ix) Smoked - Cayenne pepper, -a fish knife and fork, cold
salmon pepper mill, lemon fish plate/side knife and fork,
wedges, brown bread a side plate and side knife
and butter
x) Shell fish - lemon wedges, brown -a cocktail dish on an
cocktail bread and butter underliner, tea spoon, a side
knife and a cruet set
xi) Caviar - lemon wedge, b/fast -caviar knife(broad blade
toast, chopped shallots, knife) or fish knife on the
chopped egg white and right-hand side, cold fish
York plate, side plate and a cruet
set
xii) chilled - castor sugar and - dessert spoon and fork and
melon ground ginger cold fish plate
xiii) Fruit - castor sugar (if grape -cocktail glass/ sundae glass/
cocktail fruits included in coupe on underliner, bowls
cocktail) and tea spoon
xiv) Avocado - vinaigrette - fish plate/ side plate/
avocado dish, sweet fork and
side knife laid
xv) -Hollandaise sauce/ - asparagus rack and tong,
Asparagus melted butter (when hot/ cold joint plate, joint
cold) and vinaigrette/ fork, finger bowl and spare
mayonnaise( when serviette
cold)
xvi) Corn on - melted butter, lemon - hot fish plate/ soup plate
the wedges - corn on the cob holder, side

Michael mathu PAGE 132

 cob plate, side
Knife and cruet set (spare
napkin and finger bowl might
be advisable)
2.Soups - parmesan cheese, - a soup spoon, a side plate,
i) Minestrone toasted flute side knife and cruet set
ii) Consommé - takes its name from A dessert spoon, side knife, a
the garnish, bread roll/ side plate, cruet set and
buns and butter consommé cup and saucer
iii) French onion - grated parmesan cheese, grilled - Soup spoon, soup plate, side knife and
flute, and raw egg York plate and cruets
(optional), bread rolls and butter
iv) a) Cream soups - bread rolls and butter - soup spoon, soup plate, side knife, side
b) puree and - croutons plate and cruets
cream of tomato
soup
v) Mushroom soup - Sliced mushrooms and cream as - A soup spoon, a side knife, a side plate
garnish and cruet set
vi)Asparagus soup - asparagus and cream as garnish - A soup spoon, a side plate, side knife, ,
soup plate and cruet set
vii) Turtle soup - cheese straws, lemon wedges, -dessert spoon, a side plate, side knife,
brown bread, butter and measure cruet set and consommé cup
of sherry
viii) Bortsch -sour cream, beetroot juice, duck - soup plate, dessert spoon, side plate,
(duck consommé) pate knife and cruet set
3. Farinaceous - All pastas - hot soup plate on underliner, joint fork,
Dishes - Rice dishes sweet spoon, side plate and knife and cruet
i) Spaghetti - grated parmesan cheese set.
macaroni N/B- joint fork right, spoon left
ii) Others -grated parmesan cheese -Hot fish plate, sweet spoon and fork
(spoon right and fork left)
4. Poison (fish) -Tartar sauce, lemon wedges - A fish knife and fork, a side plate, a side
i) Crumb fried fish knife and a cruet set
ii) Batter fried fish -Tomato sauce, lemon wedge - “ “
iii) Grilled fish - Melted butter/ tartar/ hollandaise - “ “
sauce
iv) Fish curry - White rice, pickle, papad and - a dessert spoon and fork, a side plate, fish
pickled onions knife and fork
v) Grilled herring - Mustard sauce -fish plates, fish knife and fork
vi) Poached fish - Hollandaise sauce, lemon wedge - “ “
(hot) and mayonnaise, lemon
wedge (cold)
5.Meats -mint sauce, roast -Joint knife and fork, a side
i) Roast lamb gravy, redcurrant jelly plate, a side knife and cruet
set
ii) Roast - Red currant jelly, - “ “
mutton onion sauce, roast

Michael mathu PAGE 133

 gravy
iii) Roast beef - English mustard, - “ “
horseradish sauce,
Yorkshire pudding,
roast gravy
iv) Roast - Apple sauce, roast - “ “
pork gravy, sage and onion
stuffing
v) Mixed grill - English/ French - “ “
and steaks mustard/ tomato
ketchup / and brown
sauce
vi) Boiled - Capers sauce - “ “
mutton
vii) Boiled -Parsley sauce/ white - “ “
ham onion sauce
viii) Irish - Worcestershire sauce, - Soup plate, sweet spoon,
stew pickled red cabbage joint knife and fork
ix) Curry -Poppadums (Crisp,
highly seasoned
pancakes), Bombay
duck, mango chutney,
chopped apple,
sultanas, sliced
bananas, yoghurts and
desiccated coconut
6.Poultry - Bread sauce, roast -Joint plate, joint knife, joint
i) Roast gravy, parsley and fork, side plate, side knife
chicken thyme stuffing, bacon and cruet
rolls, game chips
ii) Roast - Orange/ apple sauce, -Joint plate, joint knife, joint
duck/ goose roast gravy, sage and fork, side plate, side knife
onion stuffing and cruet
iii) Roast - Cranberry sauce, -Joint plate, joint knife, joint
turkey roast gravy, chestnut fork, side plate, side knife
puree, chipolatas, game and cruet
chips, sage, onion and

Michael mathu PAGE 134

 mince stuffing
iv) Chicken - Indian bread and or -Dessert spoon and fork, a
curry rice pickle, papad and side plate, a side knife and a
pickled onions cruet set
v) Tandoori -Tandoori onion salad -Joint plate, joint knife, joint
chicken and mint chutney fork, side plate, side knife
and cruet
7. Game -Orange salad with -Joint plate, joint knife, joint
i) Wild duck acidulated cream fork, side plate, side knife
dressing, roast gravy and cruet
ii) Partridge, -Bread sauce, roast -Joint plate, joint knife, joint
goose, gravy, game chips, fork, side plate, side knife
pheasant fried bread crumbs, and cruet
watercress
iii) Hare -Redcurrant jelly, -Joint plate, joint knife, joint
Force meat balls fork, side plate, side knife
and cruet
iv) Venison - Cumberland sauce -Joint plate, joint knife, joint
and redcurrant jelly fork, side plate, side knife
and cruet
8. Savouries -Salt, pepper, cayenne -Sweet fork, side knife, fish
Eg Welsh pepper, pepper mill, plate
rarebit Worcestershire sauce
(Toasted should be offered with
seasoned meat items (vol-au-
cheese, egg vent)
and béchamel
sauce
mixture)
9. Cheese -Cruet (Pepper, salt, - A side plate
mustard) - A side knife
- Celery sticks in a - Cruet set and finger bowl
glass jug with crushed on an underliner
ice - Sweet fork
-Radishes
- Castor sugar for
crème cheese

Michael mathu PAGE 135

 -Crackers(a thin flaky
dry biscuit)
10. Desserts - Castor sugar holder -Fruit plate - Spare serviette
-Fresh fruits on a side plate -Fruit knife and fork
and nuts -Salt for nuts (interlocked on the fruit
plate)
- One finger bowl ( on a
doily on a side plate and
containing lukewarm water
and slice of lemon. Its placed
at top right-hand corner of
the cover and may be used by
the customer for rinsing his
or her finger
- One finger bowl ( on a
doily on a side plate and
containing cold water for
rinsing the grapes. Its placed
on the top left hand corner of
the cover
- Nut crackers and grape
scissors (placed on the fruit
basket)
- Spare side plate for shells
and peels
11. Sweets -Cream garnished with - A dessert spoon and a fork
-Hot or cold a lemon slice, and a dessert plate
puddings or strawberry fruit or
confectionery chocolate chips
, soufflé respectively
12. Egg N/B- either served - Joint fork (placed on the
Dishes from flat/ plated right hand side of cover)
Omelettes -served using two forks - Hot fish plate, side knife,
or two fish knives side plate and cruets.

NOTE:

Michael mathu PAGE 136

  You should be able to illustrate or draw the covers for various food
items

OTHER SERVICES AVAILABLE IN A FOOD AND BEVERAGE SERVICE DEPARTMENT

 Are several and includes:-

i) BED TEA OR COFFEE

 This service is offered through room service, and is normally accompanied by cookies

ii)
BREAKFAST SERVICE
 This service may be offered in any food and beverage outlets
 Breakfast menus are fairly standardised in all these outlets
 Breakfast is an important meal to many cultures and guests want a cheap and wholesome meal
 Is a substantial meal and consists of between 6-7 or more courses
 They may be offered in an ala carte, table d’hôte or a buffet breakfast menu.
 Being the first meal, guests are in a hurry and want a quick service and therefore buffet breakfast are
more common
 Are basically three main types of breakfast namely:-
i) Continental breakfast
ii) English breakfast (full breakfast)
iii) American breakfast (buffet breakfast)

CONTINENTAL BREAKFAST
 Originated from Europe and its a light meal breakfast as the Europeans normally have a heavy mid-
day meal
 It initially consisted of bread rolls or toast with jam, honey or marmalade rounded off with tea or
coffee but today continental breakfast menu offers a wider variety of choices of items and beverages
 The cover layout consists of:-
a) Side plate and side knife
b) Napkin or serviettes
c) A tea cup and saucer with a tea spoon
d) Sugar basin or pot and tongs
e) Stands or under plates for coffee or tea pot and hot milk or water jug
f) Table number
g) Ash tray (depending on smoking policy)
 Are variation to the continental breakfast:-
i) Cafe complete
 This refers to continental break fast with coffee as beverage (the complet-tea)
ii) Cafe simple / the simple
 This refer to just coffee or tea with nothing to eat.

ENGLISH OR FULL BREAKFAST

 Originates from Britain and its a heavy meal as it is a major meal of the day
 It is more elaborate and may consist of from 2-8 courses and usually includes a cooked main course
 Cover layout consists of :-
a) A side plate and side knife
b) A tea cup and saucer with a tea spoon
c) A sugar basin and tong
d) A cruet set (salt, pepper)
e) Fish knife and fork

Michael mathu PAGE 137

 f) Joint knife and fork
g) Sweet spoon and fork
h) Slop basin
i) Tea strainer
j) Stands or under plates for tea or coffee pot and hot water jug or hot milk jug
k) Napkins
l) Table number
m) Ash tray

N/B- the covers for English and continental breakfast listed above are placed on the table when guest are
not seated (mise-en-place) and the following items are placed on the table when the guest is seated:-
a) Butter dish and butter
b) Preserve dish with preserve
c) Jug of cold milk
d) Toast rack with toast or bread basket with hot rolls
e) Tea pot or coffee pot or hot or cold milk or hot water jug

EXAMPLE OF BREAKFAST MENU

Number Course Item
1st Juices and fruits - Orange, pineapple, water melon, grapefruit, tomato juices
- Papaya, melon or grapefruit
- Stewed fruit of apples, peach
nd
2 Cereals - Hot porridge
- Hot or cold cornflakes
3rd Yoghurts - Natural, fruit either regular or low fat
4th Choice of Eggs - Boiled, baked, poached, fried, scrambled, shirred eggs
- Omelettes*cheese, tomato and onions, plain, stuffed
5th Fish - Grilled kippers
- Smoked haddock
6th Sweetened items from - pancakes with maple syrup
griddle - Waffles
-French toast
7th Meats - Forced meat *bacon, ham, sausages
- Beef tornados
- Calf liver, kidney
8th Vegetables - Potatoes *mashed, French fries, baked, layonnaise
- Baked beans
- Grilled tomatoes
9th Breads - Toasts
- Sweet breads
- Buns, brioches, croissant, baguettes
- Danish pastry
10th preserves - jam, marmalade, honey
Beverages - Tea, coffee, chocolate, tisanes, proprietary beverages, milk

ORDER OF SERVICE FOR BREAKFAST

i) Correct cover as per the customer order
ii) Serve first course plus accompaniment (juice, cereals, fruits)
iii) After first course is cleared then serve:-
- Beverages
- Croissants, brioche, rolls, toast
- Butter and preserves
- Preserves
iv) Serve main course (plated) plus accompaniments

Michael mathu PAGE 138

 v) Check any other requirements

AMERICAN / BUFFET BREAKFAST

 This is a form of breakfast which gives management a lot of challenges; this is perhaps because being
the first meal, guests are in a hurry and want a quick service
 To overcome this, most establishment have introduced self-service breakfast buffets which have
successfully provided a fast breakfast service
 Offers a full range of menu items
 Are also priced and offered at three main levels:-
i) Continental- including juices, bread items and beverages
ii) Cold buffet- including continental breakfast items and cold items
iii) Full breakfast
 For this type or style of breakfast , guests are presented with the breakfast menu when they sit down,
from which they make choice of either full or other type of breakfast
 With buffet breakfast all items are self-served from the buffet with egg dishes, pancakes and
beverages cooked to order

iii) BRUNCH
 They are designed for the family or guest who wish to wake late
 They are popular on holidays and weekends
 Is a combination of breakfast and lunch items to suit the mood and taste of individuals
 It is usually served beyond breakfast hours normally after 11 am i.e between breakfast and
lunch time

BRUNCH MENU
Fresh fruits
Smoked English Ham
Creamed sweetbreads in patty shells
Polish sausages
Golden pancake with maple syrup
Scrambled Eggs
Harsh Brown with gravy
Fried chicken with coleslaw
Mixed sauté vegetables
Assorted rolls
Assorted pastries
Coffee / Tea/ milk

Example of a Brunch Menu

iv) LUNCH
 Service of lunch may take place in any food and beverage outlet, and includes food from a
variety of cuisines
 It is served in the afternoon between noon and 3 pm

v) AFTERNOON TEA
 This is service of tea or coffee with some light snacks such as sandwiches and cookies
normally taken at the coffee shops, cafes and food courts
 Is served in variety of forms which may be classified into three main types as:-
i) Full afternoon tea
ii) High tea
iii) Reception or buffet tea

Michael mathu PAGE 139

 FULL AFTERNOON TEA
 This consists of small and attractive crestless sandwiches, small slices of white or brown bread with
butter, jam or honey, sliced fruit cake or pastries and tea.
 The above items may appear in a menu like below and generally in the same order with beverages
served first

FULL AFTERNOON MENU

Hot Buttered toast or toasted tea cakes
*******************************
Assorted afternoon tea sandwiches:-
Smoked salmon, Cucumber, Tomato, Sardines, Eggs
Example of full afternoon menu
*******************************************
Brown and white bread and butter
Fruit bread and butter
******************
Warmed scones (with butter or clotted cream)
Raspberry or strawberry jam
***********************
Gateaux and pastries

Full afternoon tea covers

 It includes the following :-
i) Side plate and side knife or tea knife
ii) Napkin
iii) Pastry fork
iv) Tea cup and saucer and a tea spoon
v) Sugar basin and tongs
vi) Jug of cold milk
vii) Slop basin and tea strainer
viii) Tea pot and hot water jug stands or under plate
ix) Preserve dish on an under plate with a preserve spoon
x) Table number
xi) Ash tray
N/B - The beverage, jug of cold milk, preserve dish and butter dish should only be brought to the table
when the guests are seated, and are not part of the mise-en-place.

HIGH TEA MENU

 Is usually a modified ala carte
 Usually served around 6 pm and involves service of substantial snacks along with tea and coffee
 In addition to normal full afternoon tea menu, it consists of a choice of fish, meat or egg dishes,
fried or sauté potatoes, salads, cold sweets and ices.
 The meat dishes consists of pies, pastries
 The following proprietary sauces are offered with high tea menus as accompaniments:-
i) Tomato ketchup
ii) Brown sauce (eg HP)
iii) Mustard
iv) Worcestershire sauce
v) Vinegar

Covers for high tea

Michael mathu PAGE 140

  The covers for high tea may include:-
i) Napkin
ii) Side plate and side knife
iii) Cruets:- salt, pepper, mustard and mustard spoon
iv) Slop basin and tea strainer
v) Jug of cold milk
vi) Joint knife and fork
vii) Tea cup, saucer and tea spoon
viii)Sugar basin and tongs
ix) Tea pot and hot water jug stands or under plates
x) Butter dish with butter
xi) Preserve dish on an under plate with a preserve spoon
xii) Table number
xiii)Ash tray
N/B - The following items should only be brought to the table when the guests are seated:-
a) Jug of cold milk
b) Butter dish
c) Preserve dish

Order of service for afternoon teas

a) Beverages
b) Hot snacks- bread and butter ( for high tea only)
c) Hot toasted items
d) Sandwiches
e) Assorted items with butter and preserves
f) Scones, with butter or cream and preserves
g) Cakes and pastries

NOTE:_
i) For service of high tea, beverages should be 1st served, followed by hot snacks, together with bread
and butter. After clearving this, the following service is as of a full afternoon tea.
ii) Serve ice-cream last because of their increasingly popularity
iii) Duplicate checking system is used
iv) Toast, tea cakes and crumpets are often served on a soup plates with a silver cover on an under plate
v) The sandwiches are dressed on silver flats and are set out on the buffet prior to service
vi) Scones and assorted buttered breads are dressed on dish papers on flats and are also set out on the
buffet
vii) Preserves are served in individual pots or in preserve dishes both of which are served on a doily on an
under plate with a preserve spoon
viii)Gateaux and pastries are dressed up on cake boards on silver flats or salvers.

RECEPTION TEA
 Also called buffet tea
 Are offered at special function and private pastries only and the food and beverage are offered from
the buffet table and not at individual table
 The buffet is set up in a prominent position in the room to create ample space for display and
presentation

vi) DINNER
 The menus are elaborate as guests have more time and leisure for eating
 Are an entertainment and people are willing to pay extra for this meals.
 Alcoholic drinks are an essential part of dinner menus
 A well-stocked wine list is offered in addition to the dinner menus
 Dinner menus will have house specialities and a real chance to sell their expensive items

Michael mathu PAGE 141

  Appetisers and desserts are more accepted at the evening meals than during the day

vii) SUPPER
 The term ‘supper’ is used in European continent but it varies in purpose around the continent
 It can be a light dinner for either early evenings or late night
 It can be a filler between two major meals ( i.e lunch and dinner or dinner and breakfast)
 A typical early evening supper consists of meals as soup, meat dish with vegetables and light
dessert and late night supper consists of a sandwich with hot cocoa or fruit.
viii)MID NIGHT SNACK
 Coffee shops and room service outlets provide some selected snacks that are available throughout
the night.

KEY WORDS
Prix fixe - A complete meal of several courses, sometimes with choices permitted, offered by a
restaurant at a fixed price.
Whitebait - The young of various fishes, especially the herring, considered a delicacy when fried.
Chops - A piece that has been chopped off, especially a cut of meat, usually taken from the
rib, shoulder, or loin and containing a bone.
Casserole - A dish, usually of earthenware, glass, or cast iron, in which food is both baked and
served.
Legumes - A pod, such as that of a pea or bean, that splits into two valves with the seeds attached
to one edge of the valves

References:-

1. Brian Verghese (2009); Professional Food and Beverage Service Management, Macmillan
India Limited. India. (pg 65-75,165-168).
2. Lillicrap Dennis and Cousin John (2006); Food and Beverage service, Bookpower, (7th
edition), London. (pg 69-104,269-274).
3. Michael Anker and Vinay K. Batta (1987); Basic Restaurant Theory and Practice,
Longman Group UK limited, London. (pg 160-182,198-232).
4. Andrew Sudhir (1994); Food and Beverage service Training manual, Tata McGraw-Hill
publishing company Ltd, (2nd edition), New Delhi New York. (pg 16-17,37-40).
5. Andrews Sudhir (2008); Food and Beverage Management, Tata McGraw-Hill publishing
company Ltd, (1st edition), New Delhi New York. (pg 95-125).
6. Davis B. Et all (2004); Food and Beverage management, Butterworth Heinemann, (3rd
edition) U.k. (pg 78-94).
7. Davis Bernard and Stone Sally (1985); Food and Beverage management, Heinemann
Professional Publishing Ltd, (1st edition), Oxford London. (pg 81-99).
8. Sethi Mohini (2008); Institutional food management, New Age International publishers.
(pg ).
9. David Foskett Et all (2003); The Theory of Catering, Bookpower, (10th edition), London.
(pg 315-319,330-335).
10. Marzia Magris, Cathy McCreery and Richard Brighton; Introduction to Catering,
Longman. (pg 17-28)

FOOD AND BEVERAGE SERVICE METHODS

Michael mathu PAGE 142

Food service - is the phase of food flow mainly concerned with delivery and presentation of the
food to the customer after the completion of food production.
Beverage service - is the phase of beverage flow wholly concerned with presentation of
beverage to the customer after completion of beverage production.
Food and beverage service - is the actual presentation of food and beverage to customers
after completion of food and beverage production.

 Food and beverage service is that part of the catering operation seen by the customer and
makes or mars (damages or spoils) the reputation of the establishment.
 The basic requirements that should be met by any food service methods are:-
i. An ability to display food and beverage attractively and provide facilities to preserve
the temperature, appearance and the nutritional quality of the food and beverage
products e.g. buffet, carvery. (display food and beverage attractively)
ii. Offer good quality control - offer numerous portions of food and beverage for sale
that are similar.
iii. Provide an efficient service (doing something well and thoroughly without wasting
time) - consider the time customers have for a meal. e.g. high class restaurant- more
time offer good service.
iv. Provide an atmosphere of hospitality and attractiveness, organisation and cleanliness
should be emphasized throughout.
v. Ensure good standards of hygiene and safety are maintained
 Chances of contamination of food and equipment are increased in proportion
to the number of food handlers and the length of time the food is held.
 Maintain correct temperature to inhibit the growth of bacteria.
 Minimally handle food and equipment.
 All food staff must practice good personal hygiene.
vi. Operate within the cost and profit targets of the establishment as detailed in the
catering and financial policies.
vii. The system chosen must be in keeping with the total concept of the catering facility
and be perceived as value for money by customers.
 When serving food and beverage, the waiter must know the following basic principles
regarding food and beverage service:-
i. All beverages are served from the right.
ii. Ladies are always served first and the rest of the guests clockwise unless the host is a
lady then she is served last.
iii. When food is served by a waiter at the table from a platter on to a guest’s plate the
service is done from the left.
iv. When food is pre-plated the service of the food to the guest is done from the right.
v. Soups are served from the right unless it is poured by a waiter from a large tureen into
a soup cup it is done from the left.
vi. Soiled plates should always be cleared from the table from the right.
vii. Empty crockery and fresh cutlery are always served from the right.
viii. Never reach across a customer.
 Hence when a customer is present at the table, all items and equipment on the
right of the guest must be placed from the right and that on the left from the
left.

CLASSIFICATION or TYPES OF FOOD AND BEVERAGE SERVICE METHODS

Michael mathu PAGE 143

  Food and beverage service method has to be classified according to their particular
characteristics i.e. grouped as per distinct character.

Factors to be considered in selecting the type of food and beverage service method
i. The types of establishment
 Welfare and commercial sector have different types of service put in place.
ii. The type of customer to be served
 Different types of customers are served in different ways depending on:-
 Age of the customer e.g. kids and the elderly
 Occupation of the customer e.g. sedentary and manual workers
 Condition i.e health wise of the customer
 Social class of the customer
iii. The time available for the meal (service)
 What time do you have for the meal i.e. high class restaurant
 What time is the meal served i.e. lunch or dinner.
iv. The turnover of the customer expected (no of customers)
 Number of customers anticipated for the meal (breakfast/lunch/dinner)
 The rate at which customers get to the restaurant (high or low season)
v. The type of menu presented
 al acarte menu / table d’ hote menu / special function menu.
vi. The cost of the meal or menu served.
vii. The site of the establishment (location) i.e. busy place or easily accessible.
viii. Equipment available

TYPES or CLASSIFICATION OF FOOD AND BEVERAGE SERVICE METHODS

 There are mainly five types of food and beverage service methods namely:
i. Table service
ii. Assisted service
iii. Self service
iv. Single point service
v. Specialized service (insitu)
TABLE SERVICE

 This involves the transportation and service of food to the customer either at the table,
counter or bar.
 It is also called ‘aided or personalized’ service.
 Customers are served seated at table.
 The following are important factors governing the food service for both customer and the
caterer:-
i. Provision of more elaborate service.
ii. More leisurely dining.
iii. A wider variety in menu choice.
iv. A price range i.e. offer value for money
Types of table service

Michael mathu PAGE 144

  They include:-
i. Waiter service
ii. Counter or bar service
WAITER SERVICE

 This involves the service of food and beverage to customers at a laid cover.
Cover - is the space allotted on the table for the cutlery, crockery, glassware and linen for one
person.
- Is the total number of guests in a particular restaurant at a given time.

 Waiters bring customers food to the table and places it in front of them.
 The food is either pre-plated or served from salvers onto plates at customers table.
 Ala carte and table d’hôte menus are prominently used in table service where customers
select their meals.
Types of waiter service
There are a number of these types of service namely:-
i. SILVER SERVICE (English)

 This is the presentation and service of food to customers by waiting staff from food flats.
 This is a form of table service where the waiter brings the meal to the guest who is seated at
the table.
 The menu presented here may either be table d’hôte or ala carte or combination of both.
 The waiter receives the food from the abouyer at the hot plate.
 The food is dressed up on silver flats or entree dishes with the appropriate accompaniments
and sauces.
 The waiter must ensure that the food is served on the guest plate in an attractive and
presentable manner.
 This form of service demands skills on the part of the waiter in handling and manipulating a
service spoon and fork and in organizing his service so that meals are served quickly and
efficiently.
Advantages
i. There are less chances of wastage
 This is because any food that is not served can be returned to the kitchen and
utilized.
ii. The customer gets more personalized service.
iii. Dishes look good and appetizing when presented attractively.
iv. The waiter can display their specialized skill.
v. This style of service conveys the impression of high class service.
Disadvantages
i. Requires more skilled and trained staff.
ii. Much service equipment is needed.
iii. Food can get cold by the time the waiter finishes the service.
iv. Service can be very slow.

Michael mathu PAGE 145

 v. Extra washing up is required.

ii) PLATE SERVICE (American)

 In this the guest’s meal is portioned and plated in the kitchen, brought in to the restaurant by
the waiter and placed in front of the customer.
 Plating foods requires care and supervision to ensure right size plate to accommodate garnish,
accompanying vegetable and food item.
 Trays are used by waiting staff for this type of service to transport foods from the hot plate to
the restaurant.
 The waiting staff must ensure that the correct cover is laid and the necessary accompaniments
are on the table.
 Food is presented from the right side of the guest.

Advantages
i. The method does not require very skilled or highly trained staff.
ii. Food is presented and consumed by the guest while still hot.
iii. The style of service demands less equipment and therefore is labour saving as
washing up is concerned.
iv. This method is appropriate where there is a rapid turnover of customers and
speedy service is necessary.
Disadvantages
i. Standard portions can result in wastage of uneaten food.
ii. There is much less personalized service to the customer.
iii. There is limited customer choice.

iii) FAMILY SERVICE

 In this method of service, main courses are plated from the kitchen with vegetables placed in
multi-portion dishes on table for customers to help themselves; sauces offered.
iv) RUSSIAN SERVICE
 In this method of service the table is laid with food for customers to help themselves.
 Once done the dishes are cleared by staff.

v) FRENCH SERVICE
 This method involves presentation of food individually to the customer to help themselves.
 Once done, the dishes are cleared by the staff.

vi) GUERIDON SERVICE

Gueridon - This is a movable service table or trolley from which food is carved (joints), filleted
(fish, beef), flambéd (e.g crepes Suzette) or prepared (e.g salads, fruits) and served.

Michael mathu PAGE 146

  It is movable sideboard carrying sufficient equipment for immediate operation and surplus for
emergency cases.
 Dishes are partially prepared from kitchen and completed in restaurant by waiter at the table
side of the guest.
 Cooking is also done on a gueridon trolley.
 It comes in various forms e.g.
a) Calor gas (used for cooking or heating)
b) Plain trolley
c) Small table
 This form of service is normally found in high class establishment with ala carte menu and
service.
 This style of service is costly because:-
 It requires higher skilled personnel
 It requires expensive and more elaborate equipment (special equipment)
 It requires more room area for movement of trolley.
SPECIAL EQUIPMENT
 These are special equipments associated with gueridon service.
 They include:-
a) Flare lamps
 These are essential items for gueridon service.
 They are used in cooking and flambéing dishes.
 The maintenance of flare lamp is very important and should be be carried out carefully,
ensuring parts are fitted together correctly so as:-
 Maximise life of lamp
 Minimise possibility of accidents
 The main types of lamp used are fuelled in one of the three ways:-
i. Methylated spirit
 This gives a good flame, trim the wick well to avoid fumes.
 All components should fit well.
ii. Flammable gel
 Come in individual lamp size container which fits direct to lamp.
iii. Calor gas
 Have replacement canister that fits direct into lamp.

b) Chafing dish or Suzette pan

 Suzette pan – resemble frying pan in shape and size.
 Made of silver-plated copper for even distribution of heat.
 Chafing dish - has a lid and made to fit into its own individual heating unit.
c) Hot plate
 To keep food hot before it is served to the guest.
 They are heated by gas, electricity, methylated spirit, flammable gel etc
d) Gueridon (calor gas)
 A gueridon may use a gas lamp connected to a Calor gas cylinder.
 It will also have:-
 Control switch for gas lamp
 Cutting board
 Drawer for surplus service equipment
 Bracket on lower shelf for holding bottles of spirit and liqueur

Michael mathu PAGE 147

  Indentation on top of trolley for holding accompaniment (cut or mark
on edge or surface)
Care and maintenance of equipment
 When preparing food at the table it is a visual display that will attract many observers
 All your actions should be of the highest hygiene and safety standards.
 The following points should be observed when carrying out work at the gueridon:-
i. Hygiene and appearance should be of the highest standards
ii. All equipments should be spotlessly clean and polished daily.
iii. Do not handle with food bare hands.
iv. Ensure trolleys are wiped down between each use.
v. Never place hot plate or lamp outside the trolley legs.
vi. Trolley should not be positioned for use close curtains or soft furnishing.
vii. Do not leave spirits near heated trolley or naked flames.
viii. Check that lamps are in good working order on a daily basis.
 All item of small equipments should be checked on daily basis and cleaned using correct
methods (silver cleaning method)
 To ensure safety and efficiency in gueridon service all staff should ensure that:-
a) Gas lamp
 All moving parts move freely.
 Both jet and burner are free from soot and dirt.
 Cleaned by appropriate method.
b) Gas bottles
 When changing a gas bottle consider the following factors:-
 Ensure at all times there is no heated equipment or naked flames near
the lamp.
 Follow man instructions and directions and use correct spanner.
 Check all taps are in the off position.
 During storage all gas bottles should be kept cool.

c) Spirit lamps
 Check the amount of methylated spirit
 See that the air hole is free.
 Trim the wick and check it for length.
 Clean off any excessive dirt and spent matches.
 Ensure all moving parts move freely.
 Clean by the appropriate.
Mise-en-place for gueridon service
 There are items to be placed on gueridon before service.
 This saves times time and speeds up service
 From right to left:-
 Service spoons and forks
 Sweet spoons and forks
 Soup, tea and coffee
 Fish fork and knives
 Soup and sauce ladle
 Joint and side knives
 Hot plate or table heater is placed on left-hand side on the top of the gueridon.

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  Carving board, knives for carving and filleting and selection of basins accompaniments e.g
oil, vinegar, Worcestershire sauce, mustard, castor sugar; are also placed on top of gueridon.
 Underneath:-
 Service plate and service salver
 Side plates
 Joint plates
 Silver under flats for service of vegetable and sauce
 Coffee saucers, accompaniments and check pads are kept on waiters’ sideboard.
Taking the order
 Room sales person must sell all the dishes; this will involve you to work at the table.
 Suggest to the customer items on the menu focusing attention on dishes you may wish to sell.
 Use carving trolley and sweet trolley as visual selling aid.
 Must always have a good knowledge of the menu so as to give good descriptions to the guest
of dishes available.
 Recognition of host is an important factor.

i. Stand to left of the host – ensure each guest has a menu.

ii. Do not position your self too close to guests as this may cause embarrassment.
iii. Size up your host and guest according to age, dress and nature of the party- This should
give you some indication as to the type of dishes one may suggest.
iv. Orders may be taken through the host or from individual guests. Suggest type of menu e.g
ala carte and this may warn customer on waiting time.
v. Take note as to whether the party is all male, female or male and female.
vi. Always take the order as soon as possible.

General points – Gueridon service

i. Gueridon service is essentially a chef and commis (waiter or server) service and there must be
good liaison and team work between them.
ii. Always push the gueridon and never pull it.
iii. When the service is finished at one table wipe down the gueridon then move to the next table
immediately.
iv. The gueridon should be kept in one position for the service of a complete course and not
moved from guest to guest.
v. Where more than two covers are being served from the gueridon, only the main dish of each
course should be served from the gueridon. Potatoes and vegetables, sauces and
accompaniments being passed in a normal way.
vi. The service spoon is held with one hand and fork held in the other – this gives more control
when handling the food for service.
vii. When transferring foods and liquids from the silver to the plate, always run the fork along the
underside of the spoon to avoid drips marking the plate.
viii. When carving or filleting, use a carving board or hot joint plate and use the fork with
curved side downwards so that the prongs will not puncture the meat.
ix. The commis must always keep the gueridon clean of dirties.

 There are many different types of liquors used for various purposes in lamp cookery and
flambé work.

Michael mathu PAGE 149

 Example
 Spirits - to flambé
 Fortified wines - to sweeten
 Sparkling wines - to colour
 Still wines - to balance flavour
 Beer - to determine correct consistency
 Cider - to remove excessive fat or grease.

Carving and jointing

 Dedication, practical and social skills and knowledge are necessary to project a successful
image as a carver (trancheur).
 This involves carving joint of meat from a carving trolley in front of the guest.
 The guest asks for what they want and the carver has to have carving skills as well as social
skills.
 When carving, pull the knife back towards you and not by pushing the knife forward.
Carving
 The carving of a joint is a skill art only perfected continual practice.
 While carving ensure that:-
i. Always use a very sharp knife.
ii. You must cut economically and correctly and be quick.
iii. Meat is carved across the grain.(meat fibres are shorter hence easier to eat.)
iv. The carving fork must hold the joint firmly (this is the only time the fork
pierces the meat.
v. Practice as much as possible to become perfect.

Carving hygiene
 The standards of cleanliness of the trancheur, the equipment and during the practical
application of the craft are of the utmost importance.
 The following should be noted to ensure hygiene:-
i. Always wear spotlessly clean protective clothing (remember you are on show as well
as demonstrating your craft.)
ii. Ensure your personal cleanliness is given priority as you are working in the vicinity of
your client as well as handling food.
iii. No excessive deodorant or aftershave should be used.
iv. Always pre-check your work area and equipment to ensure good and adequate
hygiene practices.
v. Never handle the meat, poultry or game excessively.
vi. Carve as required and do not pre-carve too much or too early.
vii. Keep all meat, poultry or game under cover be it hot or cold and at the correct serving
temperature.
viii. Be constantly vigilant by using your senses of smell and sight for any sign of
deterioration in the product being sold.
ix. Equipment should be scrubbed thoroughly in hot soda water and then well rinsed after
each service.

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CARVING TROLLEY
 Carving trolley acts as an aid to selling i.e. visual aid to selling.
 Always remember to push the trolley not pull it.
 It is heated by methylated spirit or flammable gel lamps.
 The container on which the carving board rests contains hot water and has a steam outlet.
 It is expensive equipment and care must be taken.
 Should be cleaned regularly with the aid of plate powder
 To ensure safety is observed in handling the carving trolley; carefully adhere to:-
i. Ensure the lamps are functioning properly with trimmed wicks and holders filled with
methylated spirit.
ii. Ensure the base is filled with hot water before the lamps are lit.
iii. Ensure the safety valve is set on correctly and screwed down tight.
 Carving trolley must be presented at the table i.e. placed next to the table in between the
customer and the waiter. This ensures that the customer can see every operation performed by
the trancheur and appreciate the skills involved.
Carving trolley mis-en-place
 Ensure the trolley has the following before it is taken to the table:-
i. Carving board
ii. Carving knife
iii. Sauce ladles
iv. Service spoons and forks
v. Joint plates for dirty cutlery and flatware
vi. Spare serviettes and service cloth.
Advantages of gueridon service
i. Gives a waiter the chance to display his flair and skills that are limited in the other forms
of service.
ii. Customers get individual attention.
iii. This service helps to promote sales and create atmosphere with flickering lamps.
Disadvantages of gueridon service
i. The degree of skills required by the staff is of the higher order.
ii. Operation is very time consuming and more staff as well as more elaborate equipment.
iii. It is difficult to organize gueridon trolley or table.
iv. Waiters may be tempted to over serve customers and give them more than they require.
v. Plenty of space is required.
vi. Can be risky if not taken care of properly.

COUNTER OR BAR SERVICE

 In this type of service customers sit on stools or chairs at the counter where they are served
with food.
 This style of service is not suitable for a large number of customers streaming at once but at
intervals.
 The covers are laid up and cleared in front of the guest by the waiter behind the counter.
 Food orders are taken by the waiter and dispatched to the kitchen; food is plated then brought
to the customer and placed before him or her.

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  The distance between food production area and counter should be minimal so as to facilitate
any handling of food and fast or speed service of food to customers.

ASSISTED SERVICE
This is a combination of table service and self-service. Part of the meal is served to the customer
seated at the table and other part customers collect by themselves e.g. breakfast service.
Types of Assisted service
 There are two types namely:-
i. The carvery
ii. The buffet
THE CARVERY
 Part of the meal served to seated customer and other part collected by customer.
 Carvery restaurant essentially offered three course meals at set price.
 First course and dessert are served by the waiter.
 The main course is selected from a carvery counter and customers serve themselves although
aided by a chef.
 The carvery counter may be a straight line, circular or U-shaped.
 A selection of hot meat, veges, potatoes, sauces and gravies are set on carvery counter.
 To maintain food temperature the counter consists of a series of hot plates, containers and
overhead heat lamps.
 It is mainly found in hotels, private restaurants, steak houses and pubs and also used for
special function catering.

THE BUFFET SERVICE

 Is a method of food service which is a modification of true self-service.
 It is a food service arrangement in which foods are attractively displayed on tables.
 Customers collect a plate from one end of the table and move along the table helping
themselves to the foods of their choice.
Types of buffet
a) Fork or sit down buffet
 For this kind of buffet, tables are laid with cutlery and crockery.
b) Finger buffet
 For this kind of buffet most of the food is kept to fairly small mouth sized
pieces and little or no cutlery is provided.
 A few courses like the appetizer and soup may be served at the table by the waiter.
 It enables a large number of people to be fed in a given time with less staff requirement.
 Compared to other types of service, the buffet service have higher food cost. (because of
display of large quantities of food, several and garnishing)
 Higher food cost and kitchen labour cost can be offset by lower restaurant labour cost.
Reasons why a caterer may offer a buffet
i. To clear slow moving stock.

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 ii. Incase of having very low waiting staff.
iii. To speed up the service.
iv. To provide variety of meals with differing tastes and flavour.
v. To show his workmanship.
Advantages of buffet
i. Varieties of dishes are provided.
ii. Few staff members are required.
iii. Service is faster.
iv. Customer serve the food he or she wants.
v. The customer serves the food he or she can finish.
vi. Foods are attractively set on the table.
Disadvantages of buffet
i. Requires a lot of equipments.
ii. Can quickly lose its attraction if not kept replenished and fresh.
iii. Customers get less personal attention than with table service.

SELF-SERVICE
 This is the simplest food service method.
 This method may be described as those operations in which the service staff do not come to
the table and serve customers their meals.
 Customers select their own food, cutlery and carry them to a dining area themselves.
 It can either be completely self service (customer does portioning and service) or aided self-
service (counter staff help in portioning and service).
 This method is preferred due to its speed in operation and economy.
 Essentially it consists of service counters well arranged displaying the food to customers so as
to make choices in advance.
 The counter(s) are made up of various heated and refrigerated units for displaying food and
beverages.
 Cafeteria is the main method of self service.
Types of cafeterias
i. COUNTER (traditional cafeteria)
 In this type of arrangement consist of straight line of counter.
 Customers enter at one end; they pick up a tray and pass along the full length of the counter
selecting menu items on the way and loading them on the tray.
 The counter may be fitted with tray rail running the full length of the counter.
 The service counter and dinning area are separate.
 The payment of menu items selected is at the end of the line where the cashier is seated.
Factors influencing the rate of flow through counters
i. The variety of choices offered.
ii. Customers’ familiarity with cafeteria layout.
iii. The speed of the cashier.
iv. The length of the line of customer

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ii. THE FREE-FLOW CAFETERIA
 This type of cafeteria design is also called hollow-square.
 Have separate counters for hot or cold foods.
 Selection as in counter but in food service area, customers move at will to random service
points.
 After customers food selection, they exit through a till point (cashier) for payment of selected
menu item.
 Beverages section may either be placed in the centre of service area or in the dining area.
 This method is appropriate to serve large numbers of people that arrive together in service
area.
 Can also accommodate a call-order bar.(grilled and fried item are cooked to order)
iii) ECHELON
 This type of cafeteria may also be referred to as “saw-tooth arrangement”
 Food stations or counters are positioned at an angle.
 Have a series of counters at angles and this may be hot or cold foods.
 Customer flow within a free-flow area, select their food item and exit via till point.
 Can also accommodate a call-order bar.
iv) THE CAROUSEL
 This is called “round about server”.
 This consists of a number of rotating shelves at different heights and rotates at one revolution
per minute.
 Food is passed from the kitchen to a plating table on the server side of the carousel from
which the carousel is fed with hot or cold pated foods.
Example of carousel layout
i. Bottom shelf accommodate cold foods (salads, desserts, cold meats) and is usually
pre-cooled by refrigerator element
ii. Middle shelf accommodates hot foods.
iii. Above shelf accommodates bread rolls, butter etc.
 Trays, cutlery, napkins and beverages are separated from carousel and kept in a dispenser.
 The carousel unit consist of a number of server areas where the customers remain stationery,
taking his choice meal from revolving carousel, and place it on a tray.
 Payment is made to the cashier(s) on the restaurant side of the carousel.
Factors influencing the rate of flow through carousel
i. The range of dishes offered.
ii. Familiarity with carousel arrangement.
iii. The rate at which shelves are refilled by operator at server side.

v) SUPERMARKETS
 These are island service points with a free-flow area.
 Customers select food items and pay at till point near the exit point.

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SINGLE POINT SERVICE
 Service of food to customer at a single point, that is, service and payment of food and
beverage at same point.
 The food and beverage are either consumed on the premise or out of the premise. (Taken
away).
Types of single point
i. TAKE-AWAY
 It is also called take-out service.
 The products offered by these establishments are highly standardised in terms of service,
sales control and product packaging.
 They offer a limited basic menu to the customer.
 These operations aim to achieve volume of sales by offering low-to medium-priced
Foods especially snacks and quick meals.
 There is faster service of meals especially between time customers places order and the time
they receive their meals.
 The customer may either take the food out of the take away (premises) or consume it on the
premises.
 Also provide seating area for food consumption.
 They should be located in a busy street, high streets and main shopping centre as they depend
on passing trade and their aim is to achieve high rate of customer turnover.
Types of take away
a) Hatch or counter or snack stand.
 Customer orders and are served from a single point.
 Payment for food ordered paid at the same single point.
 The food is either taken on or off the premises.
Hatch - an opening in a wall between two rooms especially kitchen and dining room through
which food is passed to customer.

b) DRIVE – THRU
 This is a form of take-away where customers drive vehicles past order, payment and
collection point.
 Customers order their requirement from a menu board which are transmitted usually via
microphone, at the entrance of the drive in.
 The meal item is taken off the drive-thru.
 These are fully computerised system and allow a rapid through put of customer.
 Parking not provided.

c) FAST FOODS
 This is a type of establishment offering limited range menu fast service with take away
facility.

ii. VENDING

 Provision of food service and beverage service by means of automatic retailing or electronic
cafeteria.

Michael mathu PAGE 155

  The machine provides the customer with products they require in exchange for some form of
payments, coins, credit cards etc.
Types of market for vended products
There are numerous and may be grouped into three namely:-
i. General market
 Whereby vending machines and their products are situated into areas where general public
has big access e.g leisure centres (cinema and theatre, exhibition, bus terminals, shopping
centres etc.)

ii. Industrial market

 Where vending machines and products are provided for employers and employees in office
blocks, shops, factories and sites.

iii. Institutional market

 This includes establishment such as hospitals, schools, prisons, sport complexes,
universities and colleges.
 They also installed in hotels to represent the floor service.
Types of vending machine (range)
 The range of vending machine is divided into two main groups namely:-
i. Beverage vending machines
ii. Food vending machines
Beverage vending machines
 Beverage vending machines vend hot or cold drinks from same or different machines. It may
also vend both alcoholic and non-alcoholic drinks.
Types of Beverage vending machines
i. Hot non-alcoholic beverage machine
 This type of vending machine offers variety of beverage with range of variations (with
sugar , no sugar, different strengths) e.g coffee, tea, chocolate, soup,porridge etc.

ii. Cold non-alcoholic beverage machine

 Vend variety of drinks mainly syrups and concentrated bases and powder based drinks
Example of drinks
 Still and carbonated bottle water and juices.
 Cartooned milk and milk shakes
 Fruit and health drinks
 Canned products e.g coca-cola, pepsi etc

iii. Hot and cold non-alcoholic beverage machine

 This type of machine developed to meet the growing need for cold drinks in establishment
already using vending machines.

iv. Automatic dispensing machine (alcoholic)

 These types of beverage are used to accurately dispense exact amounts of alcoholic beverage.

Michael mathu PAGE 156

  The machine controls are set at the amount required to be dispensed.
 Bottles are placed inverted into machine and the machine will measure and dispense the
portion set on the machine.
Advantages of using automatic dispensing machine
i. Each portion is accurately measured. (there is no over or under pouring)
ii. Standard drinks are always served to customers.
iii. Some dispensing machines can mix and pour drinks more quickly than barperson.
iv. Their use cuts down breakages, wastage and theft.
v. Bar layout can become more compact and save on space requirement.
Food vending machines
 This type of vending machines vends variety of food items eg. Confectionery, snacks, plated
meals etc.
Types of food vending machines
i. Snack machines
 These are ambient temperature machine (no specific temperature) that dispenses
confectionery, crisps, biscuits and other snacks.
 Items dispensed in this machine have a relatively long shelf-life and have no special required
temperature.

ii. Refrigerated machines

 This type of machine is for dispensing snacks whose shelf life is limited and need to be date
stamped (i.e sell by).
 They are dispensed from a refrigerated machine with temperatures ranging between 2°c -5°c.
 They include:-
 Sandwiches
 Rolls
 Plated food e.g salads , cold meats

iii. Hot meal machine

 Food for a hot vending service are in a number of ways and includes:-
a) Heated food vendor which will hold the temperature of plated food at about 69° c for
up to 6 hours.
b) Hot can vendor e.g baked canned beans, pasta dishes and soups.
c) Involves use of microwaves adjacent to a refrigerated merchandiser.
Main advantages associated with vending
a) Flexibility - vending can provide 24hour food and beverage service.
b) Situation - can be sited close to the customer market thus reducing workers’
time away from the work place queuing for a snack or drink.
c) Quality control - can sell products of consistent quality.
d) Hygiene control - reduced handling of vended food reducing the possibilities of
contamination.
e) Speed - can sell products quickly and efficiently.
f) Sales promotion - product for sale in a vending machine can look attractively and
stimulate ‘impulse purchasing’.

Michael mathu PAGE 157

 g) Operating control - labour saving can be made as once cleaned and stocked vending
machines should require the minimum maintenance thus reducing labour
costs.
Disadvantages
a) Impersonality - vending machine lack the ‘personal touch’ and some customers will
Always prefer to be served food and beverage by waiter.
b) Inflexibility of the product - limited range of products dispensed from vending
machines.
c) Reliability - coin mechanism may become jammed hence no service. This has
caused major dissatisfaction to customers.
d) Limiting - for large-scale food and beverage service, vending machines have
limitation especially used as a back up facility.

iii) KIOSKS
 These are out station that provide food and beverage for peak demands and are located at
specific location e.g industrial catering kiosks, mjengo etc.

iv) FOOD COURT

 These are series of counters where customers may either order and eat or buy from a number
of counters and eat, in a separate eating area or take-away.
v) BAR
 This is where beverages are sold and consumption in a licensed premise.

SPECIALISED SERVICE (or IN SITU)

 This method of service involves service of food and beverages in areas not primarily designed
for service (i.e in areas not conventionally designed for service).
 In some catering situations it is a necessity for the prepared food to be transported and served
directly to the customer (food and drink are taken to customers)
Example
 A patient in a hospital ward.
 A passenger on board a plane
 An elderly person living at home
Types of specialised service
 There are several types namely:-
i) TRAYS SERVICE
 This is a method of service of whole or part of meal on tray to customers in situ
e.g hospitals, aircraft, out door catering etc.
 The use of a tray in a food service facility has several purposes:-
i. For transportation of food and beverage from service counter to the customer.
ii. Used as an aid to portion control e.g aircraft catering, institutions etc.

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 iii. Used in the removal of dishes from the places where customers has dined to
dish washing area.
iv. It can be an aid to advertising that is, printing an establishment logo actually
on the tray.
 Standard size of tray used extensively is 18 x 131/2 inches (45.7 x 34.3 cm). The size of tray
is limited by materials of which is made from as steel tray larger than 16 inches (40 cm)is too
heavy.
Factors to consider before choosing particular tray type
 They include:-
i. The size of the tray in relation to customer using them e.g children in school,
adults working in a factory etc.
ii. The shape of the tray in relation to the table i.e round, square or rectangle
table.
iii. The cost of the tray with a view to their expected life cycle (durability)
iv. The purpose of the tray
v. The manufacturer of the tray e.g fibre glass, wood and whether the trays need
to be dishwasher proof.
Types of tray service
 The main ones are:-
i. Hospital tray service
ii. Airline tray service
iii. Rail service
Hospital tray service
 Development of hospital catering service goes back to the National Health Act 1947.
 Before this Act, all hospital depended on income from patients’ fees, private donations,
proceeds from garden parties e.t.c, all this led varied service from one hospital to another and
service went from bad to worse.
 This Act was made to major service goals namely:-
i. All meals should reach the patient quickly
ii. All meals should look attractively
iii. All meals should have correct nutritional value
 This led to growth of American Ganymede tray system (commercial tray service).
 In this kind of service, the likes and dislikes of customer (patient) are more important as they
influence on their menus.
Points to consider when preparing patients meal tray.
i. Customer need as a result of medical condition.
ii. Dietary consideration.
 The customer fall under six categories (patients) as below:-
i. Medical - they stay in hospital for long time
ii. Surgical - stay in hospital for a short time
iii. Geriatric - older people in hospital for treatment and may have special
Needs.
iv. Orthopaedic - physically ill and may be unable to move without help.
v. Maternity - pregnant mothers.

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 vi. Paediatric - children.
 It is important to consider the special needs of each customer as the different categories
require different meal consideration.
 The meals in hospitals are pre-ordered.
 Once trays are completed are transported to the wards in ambient cabinets.
Advantages of hospital tray service
i. The patients receive their meals presented appetisingly on the plate and piping hot.
ii. Labour and administration costs can be reduced.
iii. Time originally spent in the ward ‘plating up’ meals may now be used for other duties
iv. The patient is able to select the meal required from a given menu.

 The menu on which there is a choice is given to each patient the day before, mark off their
requirement for lunch, dinner and breakfast, menu are then collected and sent to
Catering manager.
 Microwave ovens are used in hospital to provide quick re-heating facilities for food at certain
periods.
Airline tray service
 The first catering on planes comprised of packed lunch of assorted sandwiches and a flask of
tea.
 Airlines now have a catering commissary.
Commissary - term used to cover the catering, cabin requirements, bonded stores,
cleaning and other passenger requirements.
 In short distances snack-type meals or sandwiches and beverages are offered. While in long
distances, airline staff have time to give an extensive service of food and beverages.
 This is divided into two:-
i. Economy and tourist passengers
ii. Business and first-class passengers
Economy and tourist passengers
 All meals must be of same size with all portions identical.
 The meals are arranged in individual portion containers sealed, chilled and then stored until
required.
 The meal is often served on plastic or melamine tray using disposable place mats, cutlery,
table ware, glass ware and serviettes.
 There is great use or reliance of pre-portioned foods e.g salt, pepper, mustard, sugars, cream,
cheese, dry biscuits and preserves.
Business and first-class passengers
 Food and beverage service is equivalent to that of first class hotel.
 There is little portion control.
 The service may be such that joints may be carved from carving trolley as it moves up to the
central aisle and it is served with appropriate garnish and vegetables.
 The meal is served on fine bone chine, glassware and silver plated tableware.
 When all the food is prepared, the required quantities of each dish are placed on trays which
are either put into hot cupboard or chilled. This is kept until being transported into the plane.
Where necessary, it is re-heated on board the aircraft.

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  Each airline will supply its own equipments such as table ware, china and glassware.
 High speed ovens heat the meals.
 The tray with meal is then given to the passengers on a pull-down table.
 In between the meals; tea, coffee, biscuits and cakes are served together with cold drinks.
 All alcoholic beverages and cigarettes are drawn from the bonded store on the catering
premises.
 When aircraft is in the air, service to passengers is done by well-trained cabin crew.
 No cooking is done on a flight.
Rail service
 Food and beverage operation on trains are mainly on convectional restaurant, kiosk and
trolley operation.
 For on sleepers limited type of room service is provided.
 Food and drink is served on trays to passengers at seats i.e not within a restaurant car where
tables are laid as in a restaurant.
Differences between the Airline and Hospital tray service

Difference Airline tray service Hospital tray service

1. Type of client / customer Serves customers mainly on the Serves customers in the Hospital.
move i.e those travelling by air These are patients in the hospital
(admitted)
2. Payment for the food, Payment is inclusive of the air Payment is inclusive of the
drink and service ticket hospital bill
3. Taking order Orders are not taken, it is the Orders are made from a menu list
aeroplane staff to decide what to given to them the previous day or
offer the customers, they have earlier in the day depending on
no choice. admission
4. Staff The staff are the Airline hostess, The staff serving are the ordinary
and sometimes the cabin crew waiters as in the restaurant

ii) TROLLEY SERVICE

 This involves service of food and beverage from trolley away from dining areas
e.g for office workers, in aircraft, on trains etc.
iii) HOME DELIVERY
 This kind of food and beverage service where food is delivered to customers’ home or place
of work.
 The method of delivery has to ensure preservation of the product in heat retention,
presentation and packages.
 This method has to make sure the customer needs are met i.e hot or cold food etc.
 The time required for heat retention in meal is limited by distance of delivery.
iv) LOUNGE SERVICE
 This involves the service of variety or range of food and beverages in lounge area.
 The range involves:-
 Service of continental breakfast
 Morning coffee

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  Luncheon snacks
 Afternoon tea
 Dinner or late evening snacks
 Alcoholic beverages
 Lounge service is found in hotels, public houses, wine bars and on ships.
 In first class establishments, lounge staff may operate from own service pantry.
 Lounge staff should liaise with stillroom and dispense bar for the service of all beverages
required from this service area.
 The lounge staff may have small service cupboard of which basic stocks may be kept for
emergency. This items includes:-
 Small linen stock
 Assorted glasses
 Cups and saucers and tea spoons
 Dry goods e.g coffee, tea, sugar.
 Check pads, bill pads and stock sheet for alcoholic beverages.
 Salvers
 Ashtray
 Basic alcoholic beverages (especially when bar is closed)
Example
 Spirits
 Aperitifs
 Wines
 Mineral waters
 Brandies
 Liqueurs
 Soft drinks
 Cocktail snacks e.g cocktail cherries, cheese sticks, peanuts, etc.
 Other beverages e.g Bovril, tisanes, cocoa, chocolate
 Lounge staff are responsible for the service of:-
i. Morning coffee
ii. Aperitifs and cocktails before luncheon
iii. Coffee, liqueur and brandy after lunch
iv. Afternoon tea
v. Aperitifs and cocktails before dinner
vi. Coffee, liqueur and brandy after dinner
vii. Service of late night beverage both alcoholic and non-alcoholic beverage
viii. Snacks through out the day
 Customers pay cash for service rendered or charged to guests account.
 Stock taking should be held at regular intervals
 Mise-en-scene activities involves:-
i. Vacuuming of carpets
ii. Polishing of coffee tables
iii. Ashtray are emptied and cleaned
iv. Table positioned correctly
v. Braises polished and its the duty of lounge staff to ensure the lounge is
presentable at all times.
 Snacks may be placed on coffee tables for lunch and dinner cocktail.
 Tables should be prepared for service of afternoon tea.
 Service standards at lounge are supposed to be of high standards.
 Lounge staff should be smart, efficient and attentive to guest.

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  They should have good knowledge of food and beverage service.
v) ROOM SERVICE
 It implies serving of food and beverages in guest rooms of hotels.
 Guests order food and beverage over the telephone from a room service menu located in his
room.
 It is also called floor service.
 The floor service staff or floor waiter or chef detage are responsible for room service.
 It varies from basic ‘in room’ tea and coffee making facilities, to mini bars, to vending
machines on floor, to the service of a variety of meals in rooms.
 In 5-star hotels room service in a 24 hour service where as 2 and 3 star service may be limited
to in room tea and coffee making facilities with only continental breakfast served in room.
 Small orders are served in trays and major meals are taken to the room on trolleys.
 The guest places his order with the room service order-takers to transmit it to the kitchen.
 He prepares the tray or trolley and gets a prepared cheque from the cashier to take along with
the food order for the guest signature or payment.
 Clearance of soiled dishes is done after half an hour or an hour.
 This is the most expensive method of food service because of:-
i. Staff for fluctuating demands to provide service.
ii. Lifts for transporting food from kitchen.
iii. Trolleys, tables, trays and heating plate thus a limited menu selection.

 This service is convenient to guests who prefer eating in the privacy of their room for several
reasons:-
i. Important people want their privacy away from public attention and media.
ii. Some do not wish to dress to go to restaurant.
iii. They want to watch a television program while eating.
iv. Many cannot start their day unless they have their morning up of tea as soon as
they wake up.
v. Some guests have private meetings in their rooms and prefer to have their meals in
privacy of their room.
vi. There has been a surge of women in all aspects of working life. (Women are
travelling alone more now than in any other era).
 Breakfast door knob facility is normally kept under pillow.

Types of room service

There are several types namely:-

i. Centralised room service

 All food and beverage orders are processed from the main kitchen(central place) and sent to
the room or appropriate floor by a common team of waiters i.e by lift and then taken to the
rooms possibly in a hot trolley.

ii. Decentralised room service

 Service of food and beverage is operated from a floor pantry.
 Each floor or a set of floor may have separate pantries to serve them.

Michael mathu PAGE 163

  Orders are taken at a central point by order-takers who inturn convey the orders to the
respective pantry.

 Floor service staff should have considerable experience and knowledge of food and beverage
because serve types of meal and all beverages both alcoholic and non-alcoholic.
 They should also have good knowledge of both the product and the licensing laws.
 The pantry from which the floor service staffs operate may be likened to a mini stillroom and
should hold equipment required for preparation and service of a meal.
 Pre-service preparation(mise-en-place) includes:-
i. Checking and refilling cruets and other accompaniments.
ii. Laying up of breakfast trays.
iii. Changing of linen.
iv. Laying up of tables
v. Washing and polishing of glasses.
vi. Cleaning of trays.
 The floor service staff must co-operate with other staff within the establishment.
 In instances of breakfast service only in some establishment, service may be done by
housekeeping staff.
 The menu also acts as an order which when completed is hung on the outside of the guests’
bedroom door.
 The bottom portion of the card in detachable and sent to the billing office for changing to
guests account.
 The upper portion goes to floor service pantry or central kitchen.
 The main differences between laying a tray and table for the service of breakfast are as
follows:-
i. A tray cloth replaces the table cloth.
ii. Under plates are usually left out because of lack of space and to reduce weight.
iii. There will be no ashtray or table number on the tray.
Disadvantages
i. Room service food and beverage menu is more expensive than restaurant menu.
ii. Guest in hurry and dependent on a quickly room service
iii. Challenge for the hotel is to ensure that the food is hot at time of service.
iv. Additional cost of having the staff, space, and equipment.
Assignment
Differentiate between full and partial room service.
Full room service
 Full room service means all meals can be served in the guest’s rooms if required.
 Service is offered 24hrs.
Partial room service
 Partial room service means only selected meals are served in the rooms and at certain times.
vi) DRIVE-IN SERVICE (car service)
 Customer park motor vehicle and are served at the vehicle.
 This consists of types of service:-

Michael mathu PAGE 164

 i. Customers remain in their vehicle in the drive-in area to consume their food and
beverage.
ii. Customers buy their food and beverage and then leave the drive-in to consume
them else where.
 Waiters (carhops) take customers orders, return with the food placed on trays (fits in the car
door) customers eat their food in their cars, waiters remove finished tray and payments done
direct to waiter.
 This is an expensive method of service because of:-
i. Its labour intensive
ii. Distance between food production area and drive-in area.
References:-

1. Brian Verghese (2009); Professional Food and Beverage Service Management, Macmillan
India Limited. India. (pg).
2. Lillicrap Dennis and Cousin John (2006); Food and Beverage service, Bookpower, (7th
edition), London. (pg).
3. Michael Anker and Vinay K. Batta (1987); Basic Restaurant Theory and Practice,
Longman Group UK limited, London. (pg).
4. Andrew Sudhir (1994); Food and Beverage service Training manual, Tata McGraw-Hill
publishing company Ltd, (2nd edition), New Delhi New York. (pg).
5. Andrews Sudhir (2008); Food and Beverage Management, Tata McGraw-Hill publishing
company Ltd, (1st edition), New Delhi New York. (pg).
6. Davis B. Et all (2004); Food and Beverage management, Butterworth Heinemann, (3rd
edition) U.k. (pg).
7. Davis Bernard and Stone Sally (1985); Food and Beverage management, Heinemann
Professional Publishing Ltd, (1st edition), Oxford London. (pg).
8. Sethi Mohini (2008); Institutional food management, New Age International publishers.
(pg ).
9. David Foskett Et all (2003); The Theory of Catering, Bookpower, (10th edition), London.
(pg 392-394).
10. Marzia Magris, Cathy McCreery and Richard Brighton; Introduction to Catering,
Longman. (pg)

Michael mathu PAGE 165

 THE FOOD AND BEVERAGE SERVICE SEQUENCE
 Food and beverage service sequence is the guidelines how to do
things right from the start to finish in terms of serving the guest,
which is now being followed as standard in hotel and restaurants
industry.
 This is a series of service stages from first to the last stage i.e pre-
service tasks, service tasks and post service tasks.
 This stage is also called restaurant task or food and beverage
service skills.
 This service stages are enumerated as below:-
i. Taking bookings
ii. Preparation for service
iii. Welcoming of diners
iv. Taking customers food and beverage orders
v. Service of food and beverages
vi. Clearing
vii. Billing
viii. Dish washing
ix. Clearing following service

 The above named stages to be carried out effectively, the service

personnel should have a blend of:-
a) Basic technical skills
b) Basic etiquettes

BASIC TECHNICAL SKILLS

 These are skills that are relevant to almost all service methods
especially table service, assisted service and specialised service.
 There are six basic technical waiting skills namely:-
i. Holding a service spoon and fork
ii. Using a service plate
iii.Carrying trays
iv.Carrying plates
v. Using service salver
vi.Carrying glasses

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Holding a service spoon and fork
 This technique has to be achieved with great deal of practice.
 The purpose of service spoon and fork is to enable the waiter to
serve food from a flat or dish on the guests plate quickly and well
presented.
 The service spoon and forks is held as follows:-
a) The ends of the service spoon and fork should be positioned in the
centre of the palm on the serving hand.
b) The service fork should be positioned above or on top of service
spoon
c) The service spoon is held firmly in position by fingers of serving
hand other than the fore finger
d) The fore finger or index finger is used together with thumb to
hold the handle of the service fork.
e) The spoon and fork should be held close to the end of the finger to
allow the best manoeuvrability

NOTE:-
 There are occasions where:-
i. Two service forks may be used e.g omelette, large slices of meat
ii. One service fork e.g thin slice of cold meat, smoked salmon etc
iii.Two fish knives e.g shallow fried and poached fish
iv.One service spoon e.g this includes:-
 Powdery or granular e.g parmesan cheese, sugar, croutons
etc.
 Liquids e.g gravies and thin sauces
 Emulsified sauces e.g mayonnaise, tartar, hollandaise e.t.c
v. Service using ladle e.g soup, sauces etc

Carrying plates
 This skill is necessary in carrying plates of pre-plated foods and for
clearing soiled plates.
 Correct clearing ensures speed and efficiency around the table and
creates minimum inconvenience to guest and avoids any possibilities
of accidents.

Michael mathu PAGE 167

  Correct clearing also allows the stacking of dirties neatly and
correctly on the sideboard with minimum delay.
 The correct clearing technique enables more to be cleared in less time
and fewer journeys between sideboard and table hence this speeds up
the service process and allows for greater seats turnover.

Using a service salver

Service salver - this is a round, silver or stainless steel, tray with a
napkin on it or tray mat.

Uses of a service salver

i. For carrying clean glasses and removing dirty glasses from a table.
ii. For removing clean cutlery and flatware from the table.
iii.For placing clean cutlery and flatware on the table.
iv.For placing coffee services on the table.
v. As an under flat when silver serving vegetables

 When silver serving vegetables and potatoes, at the table an under flat
should be used to hold either one large vegetable dish or a number of
smaller ones.

Purpose of under flat

i. To add to the presentation of the food being served.
ii. To give the waiter more control when using the service spoon and
fork to serve the vegetable from the vegetable dish to the guest
plate.
iii.To provide greater protection in case of spillages thus not
detracting from the presentation of the food on plate.
iv.To protect the waiter against heat and possible spillage on the
uniform.

Using a service plate

Service plate - this is a joint plate with a napkin on it.

Uses of service plate

i. For removing clean cutlery and flatware from the table.
ii. For placing clean cutlery and flatware on the table.

Michael mathu PAGE 168

 iii.For crumbing down after the main course.
iv.For clearing side plates and side knives.
v. For clearing accompaniments from the table.

Carrying of glasses
 There are basically two methods of carrying glasses in the food and
beverage service area
namely:-
i. By hand
ii. On a service salver

Carrying trays
 When carrying trays, ensure that they are neatly lined by use of a tray
cloth or tray mats.

Uses of a tray
i. Carrying food from the kitchen to the restaurant sideboards.
ii. Service in rooms and lounges.
iii.Clearing from sideboards.
iv.Clearing from tables (when customers are not at the table).
v. Carrying equipments.

 The correct method of holding and carrying a tray is to position the

tray lengthways on to the fore arm and to support it by holding the
tray with the other hand.

BASIC ETIQUETTE FOR RESTAURANT STAFF

Etiquette - this is the desired behaviour for a person working in a
given establishment.
 These are skills that are centre of attraction between the food and
beverage staff and customers.
 They are also called interpersonal skills.
 The waiter should exhibit the following etiquettes:-
i. Attend to guest as soon as they enter the restaurant.
ii. Assist guest to remove warm, heavy coats in winter and help
them on when they leave.

Michael mathu PAGE 169

 iii.Wish guest the time of the day and welcome them to the
restaurant.
iv.Preferably address them by their names which require
remembering them.
v. Be polite to guest.
vi.Show guest their table and always walk at their pace.
vii. Seating guests:- ladies first descending in age unless the
host is a lady.
viii. Provide extra cushion or special chairs for children
ix.Handing menus and wine list to customers
x. Opening and placing napkins:- open carefully and don’t shake it
like a duster, place it on the customers lap after saying excuse
me to the customer.
xi.When offering water and rolls e.g say excuse me sir or madam
would you like a bread roll?
xii. Remember a guest special dish and remind him that you
know it, ascertain whether he would like to order it again.
xiii. When speaking to a guest, don’t interrupt him if he is
speaking to another guest
xiv. Do not overhear customers conversations
xv. Avoid mannerism such as touching hair or nose picking etc
xvi. Stand erect at all times (in an upright position). A gentle
bow at the time of service is permissible.
xvii. When clearing and serving always say “excuse me” before
serving or clearing and “thank you” after you have finished with
each customer.
xviii. Use terms that customers will understand when explaining
food and beverages items, the term should make the item sound
attractive yet not technical.
xix. Be attentive to guest calls
xx. Talk softly
xxi. Strike a match to enable a guest to light his cigarette.
xxii. Avoid arguing with service staff and guests in the
restaurant.
xxiii. Carry pencils and pens in the pockets and not behind ears
or clipped in front of the jacket.
xxiv. Desist from chewing gums.

Michael mathu PAGE 170

 xxv. Present the bill or check to the host discreetly in order to
avoid embarrassing him.
xxvi. Avoid soliciting for tips.
xxvii. Remove tips after the guest has left.
xxviii. Enter and leave the restaurant through the service door
only.

TAKING BOOKINGS OR RESERVATION

 Before you take bookings, make sure you know the answers to the
following types of questions:-
i. What kind of food do you offer?
ii. Do you accept credit cards?
iii. When are you open?
iv. Are children’s welcomed?
v. Are you air conditioned?
vi. Is there a non-smoking area?
vii. Do you have car parking facilities?
viii. Do you cater for functions?
ix. How do i find your establishment?
 Most reservations are taken over the telephone. A friendly and helpful
telephone manner is essential. Observe the following when handling
telephone reservations:-
i. Always answer the telephone promptly when it rings.
ii. Have a pen and paper or the reservation book to hand.
iii. State clearly the name of the establishment.
iv. Offer the caller your assistance; “Good morning, may i help
you?”
v. Answer any questions clearly and politely. If you do not know
the answer, find someone who does or offer to call back.
vi. Before beginning to take the booking, make sure you have the
reservation book in view.
 The first thing to be classified is when the table is required and how
many people they are in the party.
 Only when you have established that a suitable table is available then
ask for the following details:-
i. The host name (have it spelt if you are not sure).

Michael mathu PAGE 171

 ii.
The time of arrival.
iii.
A contact telephone number.
iv.
Any special requirements (e.g special diets, baby chairs,
etc)
v. The total number expected.
 Confirm all the details by repeating the name, the day and date, the
time of arrival, the number in the party, contact phone number and the
reservation policy.
 Complete the conversation by thanking the guest.

THE BOOKING SHEET

 This form gives the maximum number of covers to be booked for that
service period and provides for a running total of pre-booked covers
to be kept.

Restaurant...................... Day.............. Date....................

Maximum covers ...................
Name Tel. No. Covers Arrival Running Special Signature
time Total requiremen
t

An illustration of a booking sheet

PREPARATION FOR SERVICE

 This refers or involves all activities done in restaurant before the
actual service time.
 Also called pre-service tasks or activities.
 This involves the following stages:-
i. Mise-en-scene tasks or activities
ii. Mise-en-place tasks or activities ( pre-service tasks)

Mise-en-scene activities

Michael mathu PAGE 172

  This refers to preparing the environment of the area in order to make
it pleasant, comfortable, safe and hygienic.
 For the waiter, the restaurant is the service area and before each
service session, it should be made presentable enough to accept
guests.
 The supervisor or team of waiters should ensure the following mise-
en-scene activities have been done:-
i. Carpets are well brushed or hovered.
ii. All tables and chairs are serviceable.
iii.Table lights or wall lights have functioning bulbs
iv.Menu cards are presentable and attractive.
v. Tent cards or other sales materials are presentable.
vi.Doors and windows are thrown open for sometime to air
restaurant. This should be followed by closing the windows and
doors and setting the air-conditioning or heating to comfortable
temperatures.
vii. Exchange dirt linen for fresh linen.
viii. Table cloth and mats are laid on the table
ix.Wilted flowers are discarded and fresh flowers requisitioned.

Mise-en-place
 This means “putting in place” and is the term attributed to the
preparation of a work place for ultimate smooth service.
 To ensure that the service area or restaurant is ready for service the
waiters make sure that his station has been efficiently prepared for
service.
 Also called pre-service tasks
 The duties carried out before service commences are many and varied
according to the particular food and beverage area concerned.
 For effective operation in the restaurant a supervisor should be in
present for effective monitoring of all pre-service tasks

Duty of supervisor
i) Check the booking diary for reservation.
ii) Make out the seating plan for the day and allocate customers
accordingly.

Michael mathu PAGE 173

 iii) Make out a plan of the various stations and show where staff
will be working.
iv)Go over the menu with staff immediately before service is due to
commence.
v) Check that all duties on the duty rota are covered and that a full team
of staff is present.

 There are several tasks performed under this namely:-

i. Cleaning duties
 This involves the normal day-to-day cleaning of the restaurant and is
mainly done or carried out by the waiting staff covering all items.
 The daily cleaning procedures will be designed by the head waiter
responsible for the room
 The cleaning includes cleaning of:-
a) Furniture e.g tables, chairs, sideboards and their treatment will
depend on the finish or material used to make them.
 Make sure furniture’s are free from food, dust and finger
prints. Pay attention to legs and arms.
 Wipe furniture with damp cloth and sanitizing solution.
 Check under table and chairs for gums and remove any
gum you find.
 Report upholstery stains, burns rips, and tears to your
supervisor.
b) Floor surfaces e.g carpets, parquet flooring, thermoplastic tiles
etc.
c) Wall coverings e.g wall papers, painted walls etc.
d) Curtains e.g heavy drapes, light weight curtains, net curtains etc.
e) Metal work and mirrors e.g stainless steel, brass (brass polish),
wrought iron (aerosol polish + dry dusted. Mirrors are cleaned
with windolene and if neglected-warm water and little ammonia.

ii. Carrying and arranging furniture

 Care must always be taken in moving articles of furniture so as not to
cause damage to items being moved or to the decor.

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  The key note in arranging furniture in a restaurant should always be
symmetry (the exact match in shape and size) i.e not in a haphazard
way. (with no particular order or plan)
 Space (gangways) must always be allowed for the free passage of
waiting staff, trolleys etc.
 Place chairs so the edge of the seat is even with the table edge.
 Diners should not be sitting in position where there may be draught
from an open entrance door or too near to service doors.

iii.Using a trolley
 There are two categories of trolleys used in restaurants namely:-
a) Those used for service e.g liqueur, cheese, salad, wine etc.
b) Those used for transport (used during mise-en-place e.g carrying
crockery, cutlery, glassware whether clean or dirty).
 Most trolleys have rubber-tyre castors at each corner which permits
steering.
 Trolleys must always be pushed as a safe working practice in order
not to damage furniture or inconvenience diners or colleagues.
 Trolleys should always be manoeuvred so that the contents of the
trolley may be clearly seen by the diners and service staff should be
behind the trolley or to one side in order to help the diners with his
choice.
 Trolleys should have sufficient plates and clean service cutlery.

iv. Clothing tables

 Collect clean linen from the housekeeping department, checking items
against list, distributing them to the various service points, laying
tablecloths and folding napkins. Spare linen should be folded neatly
into the linen basket.
 Ensure that stocks are sufficient to meet needs.
 Prepare the linen basket for returning linen to linen room.
 There are three reasons for covering tables with table cloths:-
a) To improve the appearance and presentation
b) To soften any noise made while placing items of crockery and
cutlery.
c) To minimise the movement of plates and other items while
diners are eating their meals.

Michael mathu PAGE 175

Basic rules for clothing up a table
 The table on which a table cloth is to be spread, should be first
covered with a baize base cloth, for the following reasons:-
 To protect the diners wrist and elbows from the table sharp
edges.
 To keep the table cloth firmly in place.
 To protect the surface of the table and prevent the rattling of
crockery and cutlery.
 To absorb moisture in case liquid spills on the table.
 Based on the size of the table, appropriate linen should be used.
 There are three types of table cloth used in hospitality industry
namely:-
 Cotton
 Linen
 Damask (best of all)
 Table cloths should be laid with minimum handling to keep their
laundry-fresh crisp look.
 The centre fold of the table cloth should be in the middle of the table
and all the four edges should just brush the seats of the chair.

Points to note for correctly laid table cloth

 The corners of the table cloth should cover the legs of the table
 The overlap should be even all around the table
 The creases of the table cloth should all run the same way in the
room.
 If two table cloths are necessary to cover a table for larger party
then the overlap should face away from the entrance to the
room.

v. Laying-up of table
 Aim of laying-up a table before service of the meal is to minimise the
need for bringing or changing pieces of cutlery and equipment during
the meal itself.
 The table lay-up will be determined by the :-
a) Type of menu or meal being served
b) Practice in individual establishment

Michael mathu PAGE 176

  Only the required crockery, cutlery, glassware etc should be placed on
the table.
 A table d’hôte cover will normally consist of sufficient cutlery to
cover all the courses offered on the menu.
 An ala carte cover will normally consist of a “show plate” , a
serviette, a fish cover, side plate with side knife and a wine glass(es)
Cover - is the space required on a table for laying cutlery,
crockery, glassware and linen for one person to partake of a meal.
- the number of customers expected in a restaurant or dining room
or attending a particular party.
 Each cover should be well balanced
 The cover on the opposite side should be exactly similar so as to give
a well-balanced look.
 Cutlery should always be laid from the inside to the outside of the
cover.
 Knives and soup spoons should be placed on the right-hand side of a
cover, while forks should be placed on the left-hand side. Dessert
spoons and forks should be placed on top of the cover. The side knife
should be placed on a quarter plate and kept on the left side of the
cover. The cutting edge of all knives should face to the left.
 Water tumbler should be kept to the right of the cover, at the tip of the
large knife
 Napkins should be placed in the centre of the cover, in between the
cutlery. Normally during a dinner session, napkins are arranged in
empty water tumblers.
 Cruet sets, a butter dish, an ashtray, meal accompaniments and a bud
vase should be placed in between the covers at the centre of the table.
 Crockery and cutlery should be spotlessly clean and the glassware
well polished.
 Chipped or cracked equipment should not be used. The hotel's
monogram should be visible to the guest.
 All cutlery and crockery should be placed about an inch from the edge
of the table so that they are not accidentally tipped over.
vi. Folding serviettes or napkins
 There are many forms of serviette fold to be found in use in the food
and beverage service area.
 Some are complex in their design while others are simpler folds.

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Reasons why simple folds are better than more complex
 The serviette, if folded correctly, can look well and add to the
general appearance of the room.
 Are hygienic as they involve less handling.
 Entails little time to fold unlike more complex folds
 In order to achieve a properly-folded napkin it is essential to have it
well-starched by the laundry.
Examples; corks comb, rose, cone, bishop mitre, boat, candle, triple
wave, etc.

vii. Filling cruets

 It’s essential to ensure that all cruets are adequately filled.
 The waiting staff must know the type of cruets used in the
establishment e.g screw type etc.
viii. Making of mustard
 Mustard should always be freshly made for each meal unless
proprietary prepared English mustard is used in the establishment.

ix.Preparation and clothing sideboards

 This is the base from which waiting staff operates.
 It should carry all the equipments that a waiter is likely to need during
the service of a meal.
 Arrangement of equipments varies from one establishment to another.
 Items needed frequently should be placed on top shelf, heavier items
should be placed on the lower shelf and cutlery should be arranged in
the drawers i.e each item alone.
 Work-tops of the sideboard should be kept clear of all items at all
times.
 Overall appearance of the arrangement should be neat, tidy and
aesthetic (beautiful).

x. Preparing flare lamps

 Make sure lamps are clean and free of chips and cracks. Clean and
replace lamp as needed.
 If lamps have brass or silver trim, make sure the trim is free from
spots and tarnish. Polish brass or silver if necessary.

Michael mathu PAGE 178

  Place new candles in each candle lamp as needed, or refill lamps
using liquid fuel, make sure that wicks are in good condition.

xi.Cleaning and refilling proprietary sauce bottles

 Check the condiments on the table in tour section and in the side
station:-
i) Make sure each condiment container is full of fresh condiments,
with no spots, spills or fingerprints on it.
ii) Replace containers or dispensers that are chipped, cracked, or
dented.
iii) Remove container or dispenser lids. Make sure the rims
are clean.
iv)Make sure syrup and honey dispensers are not sticky. Wipe
clean any dispensers or containers as needed.
v) Preset condiments according to your tabletop guidelines for each
meal.
vi)Do not preset condiments that need refrigeration. Deliver these
with the meal.

 Proprietary sauce bottles when presented to the diner should be at

least three-quarters full.

xii. Preparing bread, rolls and toast for service.

xiii. Preparing butter for service
 Normally prepared before the service in the stillroom.
 The main aim is to render the butter into manageable portions.
 Methods: - butter pats, butter curls, butter blocks, butter pads.
 Place the butter plate at the centre of the table once guest sit on table
with right hand. But this will also depend with policy of the
establishment.

xiv. Preparing sundries for service

 Sundries includes:-
 Water jugs - clean not chipped, fill 2/3 full and place on
under plate.
 Finger bowls - clean, half fill with lukewarm water and
add slice of lemon.

Michael mathu PAGE 179

  Lemon - Segment, wedge or slices.

xv. Preparing glasses for service

 Sufficient glasses for use in the restaurant must be cleaned and
polished.
 This involves choosing glasses (right, not chipped), polishing and
placing glasses.

xvi. Preparation and maintenance of table flower vase

 Flowers on restaurant table help to improve decor and ambience.
 Ensure that:-
a) Vases and flowers should not be so large so as to impede
conversation between diners and service in any way.
b) Should be kept well tended in order to avoid smells caused by
rotting leaves.
c) Heavy scented flowers should be avoided as they affect the
flavour of the food.
 Check vases for cracks, chips, and fingerprints. Clean or replace vases
as needed. Make sure vases are full of fresh water if live flowers are
used.
 Make sure that fresh flowers are fresh and neatly arranged. Replace
wilting flowers.
 Make sure artificial arrangements are free from dust.
 If necessary, use a soft, dry cloth to gently wipe the leaves and petals
of artificial arrangements.

Types of vases
 There are two types of vases used in restaurants namely:-
a) Tall and slim - for longer stemmed bloom.
b) Bowl or posy-rings - for flower heads.
 Both types can be made from metals, glass, china and soft stone.

xvii. Briefing
 Sets a plan of action and check for the shift.

Reasons for briefing

i. Check staff punctuality, staff should preferably report ½ hour early.

Michael mathu PAGE 180

 ii. Check grooming of staff i.e uniform clean and pressed, shoes, nails
etc.
iii.Take attendance and find out reasons for absenteeism.
iv.Allot job responsibilities.
v. Check turn-out of staff.
vi.Check big five (see that staff are carrying following items i.e waiters
cloth, ball pen, check pad, bottle opener)
vii. Give special instructions like:-
 Items not available
 Omission or additions to the menu
 Price increase
 Management policies
 Important function
viii. Questioning - ask questions regarding service, menu,
wines etc, to ensure that staff has adequate knowledge.
ix.Train staff.
x. Ask for and solve problems faced by staff on their job.
xi.Correct anyone who was observed to have committed faults in service
when restaurant was last open.
xii. Allot duties for doing mise-en-place for next day.
xiii. Listen and ask for suggestions to increase efficiency.
xiv. Motivate staff
xv. Ask the staff to make a final check of their station and tables;
inspect them personally.

NOTE:-
1) In some establishment members of staff wear white cotton gloves
when carrying out some preparation tasks such as:-
i) Handling linen and paper.
ii) Clothing up tables.
iii) Making napkin folds.
iv)Handling clean crockery, cutlery and glassware.
v) Laying tables.
 The gloves help to prevent the soiling of clean service items and
finger marks on cleaned and polished service equipments.

Michael mathu PAGE 181

 2) During preparation for service the housekeeping department performs
certain duties in readiness to receiving guests.
 This includes the reception area and may involve the following:-
i) Every day, vacuum the carpet and brush surrounding.
ii) Clean and polish doors and glass.
iii) Empty waste bins and ash trays.
iv)Perform one of the following daily tasks, as appropriate: brush
and dust tables and chairs, polish all sideboards, clean and polish
the reception area etc.
v) On completion of all duties, line up table and chairs for laying
up.

 Write notes of preparation for service on:-

i. Hot plate
ii. Still room
iii.Dispense bar
iv.Trolleys
v. Buffet table or display
vi.Sideboard.

WELCOMING OF DINERS
 Diners should be made to feel welcomed.
 The welcoming of the guests represents the most important step to his
final satisfaction and reflects the level and quality of the service of an
establishment
 They are usually welcomed by head waiters, reception head waiter
who greet and welcome diners on arrival.
 Each member of staff plays his own part in creating and maintaining
this feeling.
 This is done in several stages as:-

i. Receiving the Guest

General procedure

Michael mathu PAGE 182

 i. Guests must be welcomed from the entrance of the restaurant; they
should not wait by themselves for more than 10 seconds at the
entrance.
ii. The first impression received by the guest is most important. It is not
necessary to execute the whole welcoming procedure with each
guests (it is not always possible in case of affluence), however, it is
indispensable to show him that he has been taken into consideration,
if it is only by eye contact.
iii.If the reception head waiter is occupied, the head waiter or the
assistant waiter must show the guests that they have been taken into
consideration.
iv.If there is an overbooking problem (more tables have been reserved
than the restaurant can welcome), guests should not be left at the
entrance but invited to sit down at the bar and take care of the
problem away from their presence.
v. The hostess or Maître d' must try to seat the guests if he / she has to
modify the planning of reservations at the moment of the guests
arrival.
vi.The hostess or the head waiter will accompany the guests to his table
and pull out the chair for him / her to sit.
vii. The head waiter or the assistant waiter will immediately present
himself to the table to show the guests that he

Summary of procedure
 On arrival, hold the door open, step aside and allow diners to enter.
 Establish a brief eye-contact, smile and pass the time of day.
 Offer to take coats, wraps etc.

 This guest can further be divided into three broad categories namely:-

a) New comers (first visit)

 A brief and casual mention of perhaps the whether to make contact
followed by a statement cum question “ A table for..........4/6 etc?
More as a confirmation of the number of persons that you have
counted in the party and that there are no more people joining later.

Michael mathu PAGE 183

  Care must be taken to pick upon any hesitation on the diner’s party
regarding the possibility of there having been a reservation made on
their behalf by one of their number not yet present and taken up in a
friendly manner. (this is a much better approach to greet diners with
the question “have you booked?” even with a smile.)

b) Infrequent visitors
 “It’s nice to see you again sir”.........
 A tone of voice must be used that indicates that you really mean it.
 Avoid using expressions which really say “ I haven’t seen you for a
long time”.

c) Regulars
 Develop a suitable style of greeting suited to the restaurant level of
formality to re-affirm to the diner that you recognise that he is a
regular customer such as “good morning or afternoon etc Mr.......,
your usual table?
 Escort the diner either to lounge or table by walking in front of them,
guiding the way, making sure that they are following.
 Do not leave until you have either handed them over to the sommelier
for aperitifs or the station head waiter.
 Its a good practice to mention the name of the member of staff who
will be looking after them e.g “paul will be looking after you, enjoy
your meal etc.

i. Addressing diners correctly

 Good waiters should be capable of dealing with guest in a friendly
and diplomatic manner without being servile or over familiar.
 Its always good to discover the names of regular clients to greet them
with their names when seating them but after the use of “ sir or
madam” is always acceptable.
 Waiters should develop a pleasant mode of speech and clarity of
expression.
 Waiters should refrain from using phrases “you know” when
explaining anything to diners as is they did know they would have no
need to ask in the first place.

Michael mathu PAGE 184

  Care must be taken to use the form “would you like...?” rather tan “do
you want....?”

ii. Seating diners

 This is the first opportunity that the station staffs have to make the
diners feel welcomed.
 Each party of diners must be treated with the same enthusiasm.
 Welcoming must not sound like a “chore” to the diner.
 Having received the diner from the head waiter the station waiter pass
the time of the day with them.
 Station waiter should promptly pull out the chair for the eldest lady or
gentleman descending in age in the party.
 Pull out the chair clear of the table to allow diner stand between chair
and table.
 As the diner begins to sit down, push in the chair so that the front of
the chair very gently touches the legs of the diner (this re-assures the
diner that the chair is in position.)

iii.Handling wraps and coats

iv. Putting diners at their ease by using the right language and
addressing people
v. Conversing with diners
 You should remember the following points while conversing with
guests:-
 Don’t talk to other staffs without first excusing them
 Don’t interrupt interactions between customer and staff but should
wait until there is a suitable moment to catch the attention of the
guest.
 Don’t serve the customer whilst carrying on a conversation
between them.
 Don’t talk across rooms either to each other or to customers.

vi. Recognising host

 This is a social skill that every waiter must develop so as to recognise
host among group of diners.
 The skill cannot be taught, it must be acquired by the individual
through awareness and observation.

Michael mathu PAGE 185

How to identify the host
i. Taking control of other guests.
ii. Paying for the meal (primarily to entertain his principal guest).
iii.Placing orders (focus for choices of dish for his principal guests).
iv.Selection of wines (responds or asks for wine list and when waiter
talks to party).
v. Told by head waiter or reception head waiter
vi.Reservation book (name on the previous booking).

vii. Open the napkin

 Some guests will open their own napkins as soon as they sit down.
 Stand at the right of the guest; pick up the napkin with your right
hand.
 Open the napkin from its fold into a triangle.
 Place the longest side of the triangle closest to the guest.

TAKING CUSTOMERS FOOD AND BEVERAGE ORDERS

 Order taking is a skilful art that reflects the efficiency of both the
waiter and the establishment.
 The order taker (waiter) should be skilful to handle array of customers
efficiently.
 He should have a very good memory, good oral communication skills,
knowledge about food and beverages i.e
 Their garnishes and accompaniments.
 Matching wines and spirits.
 Cooking time and serving time.
 Description of dishes in a lucid manner (easily understood)
 He should also posses a rapid writing skill legible enough so that
other subordinates can understand and execute the order.
 Order taking is done as follows:-
i. Handling menus
 Unless a meal has been pre-ordered in the lounge or cocktail bar, a
menu should be offered soon after the aperitif order has been taken or
soon after the guest have been seated.
 Give a closed menu (ensure its clean), right side-up, to each guest in
the following order;
 Children (children’s menu where available).

Michael mathu PAGE 186

  Women
 Men
 Present the menu from the guest’s right side, using your right hand.
 If each guest is ordering individually, it will be necessary to move to
his left before taking the order.
 For certain dishes e.g steak, chops, its necessary to enquire the diner’s
preferences as to the degree of cooking e.g rare, blue, medium and
well done.

ii. Recording the food order or attending an order

 When your are sure the guests are ready to order:-
a) Approach the guest from the left.
b) Introduce yourself and tell guest who their server will be.
c) Ask what they would like to eat and drink; enquire, “May i have
your order please, sir or madam?”
 He should wait patiently, facing the guests, until the order is
completed as fast as and including the main course.
 When it is apparent that there is a host, take his instructions first, and
otherwise receive orders as soon as the guests are ready.
 If the waiter is busy and cannot attend to a customer at once, he
should inform him that he will attend to him shortly or “in a moment”.
 When two tables are occupied at approximately the same time, the
waiter must take the order of the first party. Customers are apt to not
with annoyance any failure to a “first come first served” sequence.
 Waiter must be aware not only of the specialist of the day but also
reasonable dishes to recommend. He should know the following
things as far as possible:-
 Knowing which dishes are ready for quick service to
guests in hurry.
 Items suitable for children
 Salad, vegetable and potato suggestions for grills, roasts
and main courses for ala carte guests.
 The head waiter should write in the corner of the order sheet; the table
number and the umber of persons being served.
 He takes the order for the starter, the main dish, the dessert and
beverages as he notes any special notes or requirements at right (e.g

Michael mathu PAGE 187

 choice of spice or hotness), and he repeats the order to all the guests
to make sure that the order is correct.
 He affixes his signature and hands it over to his back waiter (station
waiter).
 The kitchen needs the order to be recorded showing the number of
portions of each item but the waiter should be able to know what
exact food item each guest ordered (by use of a table plan).
 For proper control everything that is written on a check should be
charged.
 Should any item be unacceptable to diner or accidentally dropped
during service or returned to the kitchen, then it must be credited by
the cashier through the issue of another check dully authorised by the
head waiter or manager.

METHODS OF ORDER TAKING

 There are four methods of taking food and beverage order from
customers. All order taking methods are based upon this four
concepts:-
i. Triplicate method
ii. Duplicate method
iii. Service with order
iv. Pre-ordered

Triplicate method
In this method order is taken in three copies. Order is taken, top copy goes
to the supply point (kitchen or supply point) second copy is send to the
cashier for billing and the third copy is retained by the waiter as a mean of
reference during service. This method permits the waiter to have his own
copy for reference.

Duplicate method
In this method order is taken in two copies. Order is taken, top copy goes to
the supply point, and the second copy is retained for service and billing
purposes.
Service with order method

Michael mathu PAGE 188

Order is taken, customer is served and payment received according to that
order e.g bar service and take-away.

Pre-ordered method
In this method, order is placed prior to actual service time e.g
i. Individually e.g room service breakfast
ii. Hospital tray system
iii.Functions e.g weddings

CHECKING SYSTEM

Triplicate checking system

 This is a control system used in the majority of medium and large
class establishment. The food check consists of three copies.
 For control purposes the waiter or waitress must fill in the required in
the four corners of the check:-
i. Table number.
ii. Number of covers.
iii.Date.
iv.Signature of the waiter or waitress.
 On taking the food order, its written from top to bottom of the food
check.
 Where only a table d’hôte menu is in operation, the guests will
initially order their first and main course.
 The set price charged from this would be entered on the food check
and circled.
 A second new food check is written out for the sweet course, this
being taken after the main course is finished.
 A third new food check will be completed if any beverage such as
coffee is required.
 For an ala carte menu, the process is similar although guests may
order course by course according to their requirements.

NOTE:

Michael mathu PAGE 189

  All check should be legible, when it is an ala carte menu, the prices of
the dishes must be put on the check. Abbreviations may be used when
taking the order as long as they are understood by every one including
the kitchen staff.

Summary of the food check

i. Top copy - kitchen and handed to the abouyer at the hot plate.
ii. Duplicate - for cashier who makes out the bill.
iii.The flimsy or third copy - retained by the waiter for reference.

NOTE:
 Any check or bills which have to be cancelled should have the head
waiter’s or supervisor’s signature on them; so also should checks and
bills which alterations have made on them.

BEFORE AFTER
Name of establishment Name of establishment

Table No :........ No. Of Covers: ........ Table No: 2 No. Of Covers: 2

1 x Soup
1 x melon
1 x chicken
1 x beef curry
1 x Victoria sandwich
1 x pineapple fritters
2 x coffee

Date: ........... Sign: ................ Date: 8/8/20... Sign: BKN

An illustration of food checks before and after order is

taken
DEMONSTRATION NOTES ON ORDER TAKING
 Introduction

Michael mathu PAGE 190

  There are four methods of order taking of food and beverage from
customers. All order taking methods are based up on four concepts:-
i. Triplicate
ii. Duplicate
iii.Service with order
iv.Pre-ordered
 Equipments required for order taking and quantity
required
i. Order pad or book and carbon paper - 1
ii. A pen - 1
iii.A waiters cloth - 1
iv.Guest(s)

 Materials - none
 Methodology
Description of tasks Remarks
i. Prepare service cloth by folding  Will assist to hold the
it into a pad order pad into place
while writing
ii. Fill the necessary information in  Safe time or ease of
the four corners of the check pad work when taking the
before guests arrive order
iii.When guest arrives, welcome  For courtesy reasons,
him or her and do the necessary give the guest time to
on him or her and give him few decide.
minutes to decide on what to
take. (i.e serve water and present
the menu from right hand side)
iv.Now approach the guests i.e  For courtesy reason,
from the left hand side and with excuse avoids being a
sideways stance, excuse yourself nuisance to guest.
and ask guests what he or she
will eat. Keep reasonable
distance between you and guest.
v. On taking the order, it is written

Michael mathu PAGE 191

 from top to bottom of the food  To kitchen for control
check (Top to kitchen, second to purpose as the kitchen
cashier and third retained by personnel will know
waiter) what is ordered

 conclusion
 always ensure to sign to avoid any problems that may come. Proceed
to the rest of procedures i.e take the top copy to supply point, second
to cashier and serve the customers with their choices.
NOTE: - After every demonstration table and leave your equipments
clean and return i.e clear up.
SPECIAL FOOD CHECKS
 In certain instances, it’s necessary to write out special checks. This
includes:-
i. Suivant
ii. Supplement
iii.‘retour’/ ‘en place’
iv.Accident
‘SUIVANT’
 This word means ‘the following’ check and shows that one check has
been written out for that particular table.
 This happens or occurs where it is necessary to write out more than
one food checks for a meal e.g where a sweet or dessert check is
written out after the first and main course has been served.

Name of establishment

Table No :........ No. Of Covers: ........

Michael mathu PAGE 192

To follow
 An illustration of suivant food check

SUPPLEMENT
 When an extra portion of food is required because sufficient or
enough had not been sent from kitchen, a special food check must be
written out headed ‘supplement’.
 This means to supplement what had already previously sent (i.e more
food needed).
 This food check should be signed by the head waiter or supervisor and
normally there is no charge (N/C) but this depends on the policy of
the establishment concerned.

Name of establishment

Table No :........ No. Of Covers: ........

Supplement

1 x Fish ( N/C)

Date: ........... Sign: ................

Michael mathu PAGE 193

 An illustration of supplement food check
‘RETOUR’/ ‘EN PLACE’
 Retour means return and En place means in its place
 This simply means return food that the customer doesn’t want and
write the alternative.
 Where a wrong dish has been ordered and has been sent back to the
kitchen and replaced, a special food check must be written.
 If the service is ala carte, the prices of the two dishes must be shown.

 Two main headings are used is this check:-

i. Retour / return - and the name of the dish going back
to the kitchen and,
ii. En place/ in its place - and the name of the new dish or the
dish to replace the returned one.
Name of establishment

Table No :........ No. Of Covers: ........

‘Retour’

1 x parsley potatoes

‘En place’

1 x Chapati

Date: ........... Sign: ................

An illustration of ‘Retour’/ ‘En place’ food check

ACCIDENT

Michael mathu PAGE 194

  Sometimes the waiter or waitress may have an accident in the room
and perhaps some food e.g vegetables dropped. These must be
replaced without any extra charge to the guest.
 A check headed “Accident” is written out. It will show the number of
portions of vegetables required and should be signed by the head
waiter or supervisor inName
charge. No charge is made (N/C).
of establishment

Table No :........ No. Of Covers: ........

Accident

Potatoes ( N/C)

Date: ........... Sign: ................

An illustration of ‘Accident’ food check

DUPLICATE CHECKING SYSTEM
 This control system is more likely to be found in the smaller hotels,
popular price restaurant
and cafes and departmental store catering.
 It is generally used where a table d’hôte menu is in operation and
sometimes a very limited ala carte menu.
 There are two copies of each of these food checks, each set being
serial numbered.
 A check pad usually contains a set of 50 or 100 leaflets or food
checks.
 The top copy of food check is usually carbon backed, but if not, a
sheet of carbon paper must be placed between the top and the
duplicate copy every time a fresh order is made.

Michael mathu PAGE 195

  For control purpose, the top copy may have on it a waiter’s number or
letter.
 This should be the number or letter given to the waiter on joining the
establishment.
 This identification number should be made known to control
department.
 Serial numbers may also be used on each set of food check.
 Sometimes the top copy of the food and drink check is made up of a
number perforated slip. These slips are usually teared off with every
order made.
 They should have the table number, waiter name, the dish ordered and
price.
 Since the duplicate copy acts as the guests slip, the waiter must ensure
that everything ordered, is served and paid for.
 In conclusion, as customers may leave without paying, checks should
be used and waiter should be very observant to ensure that no
discrepancies occur.

OTHER CHECKING METHODS

 There are many other variations to the basic duplicate checking
control system. Three of the numerous available are described below
in order to give some of the possible variations available.
i. Menu and customer bill
 It shows the menu ordered and the customer bill combined on one
sheet and would be allocated to each party of the guest.
 When the order is taken, each of the guest’s requirements would be
written down in the column next to the price column.
Name of establishment
Table No : 21 No.
Of Covers: 2
Soup

Michael mathu PAGE 196

 Carrot soup 5.00 2
Main meal
Chicken fricassee
Parsley potatoes
Fried kales 60.0 2
0
Desserts
Plain cakes 10.0 1
Fruit salad 0 1
10.0
0
Date: 8/08/20... Sign:
BNK

An illustration of menu and customer bill for two (2) cover

ii. Electronic hand held check pad
 The waiter is supplied with an electronic check pad which has
itemised keys that represent each dish on the menu.
 As the guest orders, the waiter keys in their requirements, when the
order is complete, a ‘send’ button is pressed and the order is printed
out in the supply point (kitchen, dispense bar etc.)

iii.Single order sheet

 This form of checking is simple and may be used in cafes, quick
turnover restaurants, and departmental stores.
 A simple form of control such as this may also be used or adopted for
use in various forms of take away establishment.
 The menu is normally limited with little or no choice. The waiter
takes the order and marks down the guest requirements, calls for the
order verbally over the hot plate, and when the guest requests the bill,
prices the order sheet and hand it to him or her.
 The guest then hands it to the cashier on leaving and pays the required
amount.

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  There is only one copy of this order and bill combined and this is
retained by the cashier for control purposes once the guest has made
the necessary payment.

iv. Customer self-complete order

 It’s a modern trend to ask customers to take their own food and drinks
order.
 This method is often used in bars operation and it allows staffs to
concentrate on the service of food and beverages and to accept
payments
 Once the customer fills in his or her requirements, he takes it to food
till and sent electronically by a member of staff to the kitchen where a
printed copy is processed for the kitchen staff to produce the dishes
required.
 After submitting the initial food and beverage order at the food till, an
account will be opened, under the table number, by processing the
customer’s credit card.
 This is so any additional items such as sweets, coffee or alcoholic
beverages may be added to the bill.
 The customer may then pay the total bill at the conclusion of their
meal.
Taking orders for dispense bar beverage service
 Efficiency must operate here to ensure that:-
i. The correct drink are served at the right table
ii. The service rendered is charged to the correct bill.
iii.A record is kept of all drinks issued from dispense bar.
iv.Management is able to assess sales over a financial period
and make comparisons.
 When the wine order is taken it is written in duplicate and the wine
waiter must remember to record all the administrative information.
Taking children’s orders

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  Staff should pay special attention when taking orders for children and
needs to be aware of
the following points:-
i. The availability and choice of children’s meals.
ii. What the children’s meal consists of?
iii.Portion size.
iv.The cost per head.
v. The need to make a special note of any requests, such as no
baked beans.
vi.The need to serve children’s’ first as they often become
agitated when everyone else has been served and their meal is
still to come.
vii. The importance of not overfill cups, bowls or glasses.
viii. Provide children with the establishment ‘give aways’ in
order to keep them occupied, for example, a place mat to be
coloured in. This can also encourage sales.
ix.Always ensure children’s plates are warm rather than hot to
avoid mishaps.
Taking orders for customers with special needs
 This involves taking orders from customers with special needs such as
blind or partially sighted, hearing difficulties. In these instances
consider the following:-
i. Where applicable, when taking the order, face the customer so
he sees you full face.
ii. Speak normally but distinctly.
iii.Keep descriptions to a minimum.
iv.Indicate precisely any modifiers that are available with a
specific dish e.g different degrees of cooking available for
grilled steaks.
v. Read back the order given for confirmation.
Room Service Order Taking

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  One can order room service in two ways:
i. By “door hanger”
ii. By “telephone”

By “Door Hanger”
 It is a document that the guest places on the exterior room door knob.
The night audit picks up all the documents during the night. This
system allows the room service employees to be ready and serve the
guests on time.
 This document is often made up of two faces written down in two
languages and is placed by housekeeping on the head of the bed.
 The information found in this document are the following:-
i. The service hour desired by the guest, leaving a margin of a
quarter of hour (for example between 8:00 and 8:15 a.m.)
ii. The name of the guest
iii.The number of people
iv.The room number
v. The detailed order of breakfast desired (filled in cases)
vi.A choice of newspaper proposed by the establishment

By “Telephone”
 The room service order is placed through telephone. In fact, it is very
difficult to take an order correctly by telephone. One must be fast, not
to forget any important information and
try to sell the maximum to the guest.
 For a maximum efficiency, the Room-service personnel use digital
telephones that indicate the name of the person and the room number,
and the possibility to display the room number of the previous call in
case they forget.
 The room service order is written down manually or computerized
and it should include the following information:-
i. Room number
ii. Name of the guest
iii.Number of persons
iv.Detailed order
v. Hour the order is take
vi.Service hour

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  The service should be fast and discrete. The service procedure is as
follows:-
i. Verify the guest's name on the bill
ii. Knock on the door
iii.Announce "room service"
iv.Remove plastic films from the food
v. Wait until the guest invites the waiter to come in
vi.Express wishes "good morning, good afternoon, good
evening, call the guest by his last name (good morning mister
X).
vii. Ask where to place the tray
viii. List the different food items ordered by the guest
ix.Ask the guest to sign the bill
x. Thank the guest and explain the procedure to take away the
tray

SERVICE OF FOOD AND BEVERAGE

 This is the professional presentation of food and beverages to
customers.
 There are several methods of service used in catering establishment
namely:-
i. Table service
ii. Assisted service
iii.Self-service
iv.Single-point service
v. Specialised service
 Involves all stages of service of either food and beverage and tasks
performed by waiter and customers.
 This involves:-
i. Service of a meal
 This will depend on type of service or method used.

ii. Offering bread rolls

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  In some establishment bread rolls and butter are offered as part of the
cover and included in the cover charge.
 The service of bread rolls should be carried out while the diners are
‘studying’ the menu (before taking food order).
 Butter dishes should be placed on an under plate and garnished if
possible and placed near the centre of the table.
 Service of bread rolls:-
 Approach each diner from the left, left foot forward.
 Hold the bread basket down over the edge of the side plate.
 Transfer the bread from basket to the side plate using service
fork and spoon.
 Move anti-clockwise around the table, the host last.

iii.Serving water
 The timing for serving water differs from one establishment to
another.
 In some establishment, water is served in the “American style” as
soon as the diners are seated at the table.
 In other establishment water service is delayed until the wine order
has been taken, this avoids the unnecessary of ‘water-glasses’ on the
table.
 Iced water is a valuable addition to the meal experience, and it is
appreciated by the guest, although in some establishment it may not
be the practice.
Service of water
a) Collect iced water jug from the sideboard on under plate, on a folded
service cloth on the palm of the left hand.
b) Approach the diner from the right foot forward.
c) Keeping the jug behind diners back and using right hand turn up the
glass.

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 d) Make sure diner is aware about serving water move left hand so that
water jug is near glass.
e) Serve water by tilting the water jug, so that base rest on the serviette
on plate. Serve the rest clockwise.

iv. Changing covers prior to serving first course

 It’s important that each diner has only the cutlery for his entire meal
i.e laid to meet a guest’s specific order.
 The covers should be adjusted after taking the order and before
serving the first course.
 Covers are adjusted by use of service plate or service salver lined.
 When adjusting, start with the guest on the right of the host, move
anti-clock wise, finishing with the host.
 To adjust the cutlery, lift the item not required and replaces it with the
correct one.
 When adjusting covers, never reach across the guest (i.e clear forks
from left and spoons and knives from right).

v. Serve menu items and their accompaniments

 Serve the food item as ordered by the guest as per method of service
used. i.e plate service from the right of the customer and silver service
from the left side of the customer.
 When you to the kitchen, announce the food item i.e “please, starter
for table four”.
 Accompanying sauces should be served on sauce boats placed on
under flats, approach guest from left and serve the sauce.

vi. Service of liquor at table

 Take the beverages at the bar. Be sure to know who drinks what. Its
not professional to ask the guest.
 All glasses whether clean or used, should be carried upright on a drink
tray, held only by the base of the glass. Hold the tray with your left

Michael mathu PAGE 203

 hand and use your right hand to place the drink from the guest right
side i.e all beverages are served from the right hand side of the guest.
 Throughout the meal, if the guest’s glass looks nearly empty, ask if he
or she wants another drink.

vii. Preparing serving of non-alcoholic drinks

 Take the beverage from dispense bar or stillroom and serve as
appropriate.

viii. Changing linen in presence of guest

 Sometimes it becomes necessary to change table linen in presence of
the guest.
 The skill is to be able to change table cloth without exposing the table
top. (which may be stained due to previous spillage).
SALE OF GOODS AND TRADES DESCRIPTION
 During service its by law (i.e Sale and supply of Goods Act 19994)
that there is an implicit contract when the caterer accepts the order of
a customer.
 According to the act, customers can refuse to pay or can demand
replacement if:
i) The goods supplied or served do not correspond with the
description. E.g roast chicken which is in fact boiled and then
quick grilled.
ii) A displayed item is not what it seems
iii) The goods are inedible.
 The Trades Description Acts 1968/1972 makes it a criminal offence to
mis-describe goods or services. Care must therefore be taken when:-
 Wording menus and wine lists.
 Describing menu and beverage items to customers.
 Describing conditions, such as cover and service charges or
extras.

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  Describing the service provision.
 A person charged under the Act will have to prove that reasonable
precautions were taken to ensure that descriptions were not
misleading.
 However, the Act also provides the following defence of such a
charge if the description was:-
 The result of pure mistake.
 The result of information from another person.
 The fault of someone else.
 The result of accident or other cause beyond the control of the
person concerned.
 Misleading but the person charged could not reasonably have
known that.
PRICE LISTS
 Under the terms of the price Marking (food and drink
services)Order 2003,prices of food and drink must be displayed in a
clear and legible way by persons selling by retail for consumption on
the premises.
 However, this does not apply:-
 Where the supply is only to members of a bona fide club or their
guest.
 At staff restaurants or works canteens.
 At guest houses where the supply is only to people staying there.
 The provisions of the order are:-
i) Price must be displayed so as to be able to be seen by customers
before reaching the eating area.
ii) For self-service premises the list must be at the place where the
customer chooses food and at the entrance, unless it can
otherwise be seen from there.
iii) Both food and drink must be included.
iv)Table d’hôte menu prices must be given.

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 v) VAT must be included and service and /or cover charge must be
prominently shown as an amount or a percentage.
How to deal with unforeseen situation, if occur during service
1. Spillage
 Its possible that during service of a course of a few drops of sauce or
roast gravy may have fallen on the table cloth. The following steps
should be followed:-
i. Check immediately that none has fallen on the guest being served.
Apologize to the guest.
ii. If some have fallen on guest’s clothing, allow the guest to rub
over the dirtied area with a clean damp cloth. This will remove the
worst of the spillage.
iii.If it is necessary for the guest to retire to the cloakroom to remove
the spillage then his or her meal should be placed on the hotplate
until he or she returns.
iv.Depending on the nature of the spillage the establishment may
offer to have the garment concerned cleaned.
v. If the spillage has gone on the table cloth, the waiter should first
of all remove any items of equipments that may be dirtied or in his
or her way.
vi.He or she should then mop or scrape up spillage with either a
clean damp cloth or a knife.
vii. An old menu card should then be placed on top of the table and
also under the table cloth over the damaged area.
viii. A clean rolled serviette should then be brought to the table and
rolled completely over the damaged area.
ix.Any items of equipment removed should be returned to their
correct position on the table top.
x. Any meals taken to the hotplate should be returned and fresh
covers put down where necessary.
xi.Again apologies should be made to guests for any inconveniences
caused.

Michael mathu PAGE 206

 2. If a guest is suspected of having too much to drink the following
steps should be taken:-
i. If prospective client ask for a table and the staff believe the client
is possibly under the influence of drink they may refuse a table,
even though there may be one available.
ii. It is not always possible, however, to recognise a guest who may
prove objectionable later on.
iii.If a guest is suspected of being drunk this must first of all be
ascertained by the head waiter or restaurant manager
iv.The guest should then be asked to leave rather than be allowed to
become objectionable to other guests later on.
v. If the guest has already consumed part of the meal but is not
being objectionable then the reminder of the meal should be
served in the normal fashion,. But the captain must ensure no
more alcoholic beverages offered.

3. Blind and partially sighted customers:-

i. Talk to and treat the customer with special needs as you would
any other customer.
ii. Remember it is ‘by touch’ that blind people see and are made
aware that they are involved in what is happening around them.
iii.Immediately prior to ‘ordering’, a gentle touch on the hand or
arm attracts his or her attention.
iv.Offer boneless meat or fish dishes always.
v. Never overfill glasses, cups, or soup bowls.
vi.Use ‘bowls’ in place of ‘plates’ for specific food items, but
always asks the guest first.

4. Guest with communication difficulties

 Communication problem arise, when the guest is either deaf or have
very little knowledge of English. In these cases the following steps
should be taken:-
i. Speak directly at the customer.

Michael mathu PAGE 207

 ii. Stand in such a position that the customer is able to see your
face clearly.
iii.Speak slowly and distinctly.
iv.Describe food or drink items in simple, precise and plain
languages.
v. Seat customers away from possible excessive noise, as this is
most uncountable for customers wearing hearing aids.
vi.In these instances always read back the food and beverage order
received to confirm all requests.
vii. Listen attentively to what is being said to you to ensure
you understand the customers’ requirement.

5. Customer or guest with limited mobility (leg fracture, no legs etc)

 Extra awareness is needed to meet the requirement of customers who
may have special needs, such as mobility (movement) problems. The
following considerations should be given on
these occasions:-
i. Place wheel chairs users at tables where there is adequate space
for manoeuvrability.
ii. Position him or her out of the main thoroughfare of customer or
staff movement.
iii.Position him or her with easy access to cloakrooms, exits and
fire exits.
iv.Always ensure the wheelchair without the customer being asked
first.
v. Crutches or walking sticks should be placed in an accessible and
readily available position.

6. Illness of customers
i. As soon as noticed that a guest is feeling unwell while in the
restaurant, a person in authority should be immediately
informed.

Michael mathu PAGE 208

 ii. The person in authority must enquire if the guest needs
assistance. At the same time he or she must try to judge whether
the illness is of a serious nature or not.
iii.If the illness appears to be of a serious nature, immediately call
hospital for ambulance with doctor for primary inspection before
taking guest to the hospital.
iv.If after short period of time, the guest returns and continues with
the meal, afresh cover should be laid and the meal returned from
the hotplate.

7. Returned food
 If, for example, a customer suggests that their chicken dish served is
‘off’ or is not cooked, then the following steps might be taken:-
i) Apologise to the customer.
ii) The dish should be removed to the sideboard to be returned to
the abouyer at the hotplate.
iii) The customer should be offered the menu and asked if they
would like another portion of the same dish or prefer to choose
something else as an alternative.
iv)A special check for the new order should be written out: this
shows the dish being returned and what the customer is having
in its place.
v) A fresh cover should be laid.
vi)The new dish should be collected as soon as possible from the
hotplate and served to the customer.
vii) Apologies should be made for any inconvenience caused.
viii) The waiter must ensure that the abouyer receives the dish
being returned and checks it immediately, because it may mean
that the particular dish concerned has to be taken off the menu to
prevent the risk of food poisoning to other customers.
ix)The policy of the establishment will dictate whether or not the
customer is to be charged for the alternative dish.

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 8. Unsatisfactory appearance
i) If customers’ appearance does not meet the dress code policy of
the establishment or is likely to give offence to others, then the
customer should be asked to correct their dress to the approved
fashion required by the establishment.
ii) If the customer will not comply with the request, they should be
asked to leave.
iii) If they have partly consumed a meal then whether they
will be charged or not depends on the policy of the house and
the discretion of the head waiter or supervisor.
iv)A report of this incident must be made and signed by the staff
concerned.

CLEARING
 This is the progressive clearing between courses.
 Normally done from the right side of the guest and waiter moves
clockwise.
 Skills for clearing soiled ware for different courses should be
observed i.e starters, main meal, side plates, accompaniments,
desserts, coffee, glassware, ashtray napkins etc.
 The ability to clear correctly ensures speed and efficiency around the
table, avoids the possibility of accidents and creates minimum
inconvenience to customers.
 It also allows dirties to be stacked neatly and correctly on the
sideboard.
 Use of the correct clearing techniques allows more to be cleared, in
less time and in fewer journeys between sideboard and table.
 All clearing techniques stem from two main hand positions.
Remember expertise comes with practice – so practice regularly.
Example

Michael mathu PAGE 210

 a) Clearing side plates and knives
 When clearing use service plate, this means that the waiter has a large
area on which to stack the side knives and any debris.
 The side plates are stacked in left hand above service plate and all the
debris in a separate pile and together with the side knives laid flat
upon the service plate.
 This is a much safer and speedier method, especially when larger
numbers are involved.

b) Clearing accompaniments
 The service plate is also used to clear such items as cruets, cayenne
pepper, pepper mills or other accompaniments which may not already
be set on under plate.
Methods of clearing
i) Manual
 This involves the collection of soiled ware by waiting staff and
transportation to the dish wash area or collection and sorting to
trolleys for transportation to the dish wash area.

ii) Semi-self-clear
 This involves the placing of soiled ware by customers on strategically
placed trolleys within the dining area for removal by operators.

iii) Self-clear
 This involves the placing of soiled ware by customers on a conveyor
or conveyor belt tray collecting system for mechanical transportation
to dish wash area.

iv)Self-clear and strip

 This involves the placing of soiled ware into conveyor belt dish wash
baskets by customers for direct entry of the baskets through the dish
washing machines.

Michael mathu PAGE 211

PREPARATION AND PRESENTING THE BILLS
 At this point, it is essential that you should be ready to give the bill.
Prepare it or make sure it is ready.
 Nothing is more irritating to guests than to be slow in bringing of the
bill.
 Generally, bills should not be presented until they are asked for.
 Bills should be presented after the service of coffee and waiter should
look out for any signs that the diners are ready for their bills.
 Once requested for, collect the bill from the cashier and check that the
bill is correct and all items have been charged for.
 Unless bill folders are used, fold the bill into half and turn up the left-
hand top corner and place on a side plate.
 When a bill is presented at the table, it is placed in front of the host,
or, if there is no host, place it in the middle of the table.
BILLING METHODS
 There are seven basic billing methods. These are:-
Method Description
1. Bill as check  Second copy of order used as bill.
2. Separate bill  Bill made up from duplicate check and
presented to customers.
3. Bill with order  Service to order and billing at the same time
e.g bar or take-away methods.
4. Pre-paid  Customer purchases ticket or card in advance,
either in specific meal or specific value.
5. Voucher  Customers has credit issued by third party for
either specific meal or specific value e.g
luncheon voucher, tourist agency voucher.
6. No charge  Customers not paying – credit transactions.
7. Deferred  Refers to, for example functioning type
catering where by bill is paid by organizer e.g

Michael mathu PAGE 212

 wedding functions, outside catering

1. BILL AS CHECK
 When guest requires the bill, the waiter checks that everything is
entered on the duplicate copy of the food and drinks check and then
totals the bill.
 The guest may either:-
i. Pay at the cash desk (cashier) on his way out
ii. Pay cash direct to the waiter who will give any change that is
necessary.
 Cashier usually keeps the bill on payment but if a guest wishes to
have a receipt, then a special bill is written out and receipted.
 If waiter makes out and presents the bill to guest and it is then paid by
the guest to the cashier on leaving the establishment, then the cashier
will draw up daily summary takings and also an analysis sheet
showing each individual waiter takings.
 Control is affected by the control and accounts department marrying
up the checks used to order food and drink from the bars, stillroom
and kitchen against the bills issued by each waiter.

2. SEPARATE BILL
 This billing method is usually found running in conjunction with
triplicate checking system.
 On receiving the duplicate copy of the food check from the waiter, the
cashier opens a bill in duplicate according to the table number on the
food check.
 All the sets of the bill are serial numbered for control purposes.
 As checks are received by the cashier from the food or wine waiter, he
or she enters the items ordered on to the bill together with the correct
prices.

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  When this is done, the bill and duplicate check are pinned together
and may be placed into a special book or file which has its pages
numbered according to the number of tables in the room.
 Further checks are entered on the bill as they come in.
 When the guest requests his bill, the waiter must collect it from the
cashier who must first check that all items are entered and priced up.
The top copy of the bill is presented to the guest on a side plate and
folded in half with one corner turned up (concealed).
 On receiving the required payment from the guest, the waiter returns
the bill and cash to the cashier who will receipt both copies of the bill
and return the receipted top copy plus any change to the waiter.
 The receipted check pinned to, is then removed from the file and put
on one side until service is completed.
Basic differences between duplicate and triplicate billing methods
DIFFERENCE DUPLICATE TRIPLICATE
1. Type of  Popular price restaurant,  First class
establishment cafes, departmental establishment
stores, where a table usually operating
d’hôte menu is in an extensive ala
operation with possibly a carte menu.
limited ala carte.
2. number of  Two  Three
copies of food
check
3. The bill  The bill is the duplicate  The cashier makes
copy of the food and out the bill which
drink check and is made is in duplicate
out by waiter or waitress
4. Payment of  The guest may pay the  The guest pays the
the bill cashier direct or pay the cashier via the
waiter or waitress waiter who returns
according to the policy of the receipted bill
the establishment and any change to
the guest

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5. at the end of  The account slip from  The cashier
service waiters’ check pad must completes his or
be handed in together hsr summary sheet
with the cash received. and hands it in
The cashier completes his with any cash and
or her summary sheet and the duplicate bill
hands it in with any cash and checks to the
and duplicate bills and control and
checks to the control and accounts
accounts department department.

3. BILL WITH ORDER

 This may take a variety of forms depending upon the requirements of
the establishment and the depth of management control information to
be realised.
 This may be compared with:-
 The menu order and customer bill
 The single order sheet
 This principle of billing may also be used in bars where the customers
order is rung up as requested on a pre-set (electronic) keyboard.
 Each key relates to a specified drink and its cost and a monitor is on
view to the customer showing the order as it is rung up and the prices
charged.
 When order is complete, the total sum owing is displayed on the
monitor.
 On receipt of cash for the order dispensed, the system allows you to
display via the monitor the change to be returned to the customer.
 If customer requires a receipt this can be obtained for him from the
system.
 This is an effective process of billing as it speeds up the work of the
waiter, allows specific control over cash received and change given as
well as controlling al stock item held.

Michael mathu PAGE 215

 4. PRE-PAID
 This happens when pre-payment is required for a specific occasion or
event and allows the organiser to determine exact numbers prior to the
day.
 In this case, upon arrival at event one can only receive food or drink
by handling in ones ticket or card.

5. VOUCHER
 A customer may be issued credit by a third party, his or her employer,
in the form of a luncheon voucher.
 This voucher can be exchanged for like goods, food and non-alcoholic
beverages to the maximum value indicated by the voucher.
 Should the goods requested come to less than the sum shown on the
voucher no ‘cash’ may be refunded to make up the difference to the
purchaser.
 Should the cost of the goods requested exceed the sum shown on the
voucher, then the customer must pay the differences to the supplier of
the goods.
 In the same way vouchers may be issued to a specific value, to be
given in exchange or part exchange for goods or services received.
 These ‘credit’ vouchers are then used by the supplier of the goods or
services to claim cash owing from the employer, firm or agency who
issued them in the first instance.

6. NO-CHARGE
 This is where no charge is made to the customer receiving the goods
or services.
 He or she should be asked only to sign for the goods and services
received and the bill should then be sent to the firm or company
supplying the services.
 Sometimes the customer may be required to show some type of
official form or letter authorizing that the service may be offered.

Michael mathu PAGE 216

 7. DEFERRED ACCOUNT
 In deferred or account billing, a service has been requested by an
individual, firm or company, which has been confirmed and taken
place.
 The bill for the total service received is then sent after the event and
will be paid by the organizing person or body.
 Payment is related to function catering even.

RECEIVING SETTLEMENT OR ACCEPTING PAYMENT

 If the establishment requires guests to pay at the cashier’s desk as they
are leaving, make this
clear to the guest.
 Do not hover around waiting for your guests to pay, leave them alone.
 Waiting staff should always make to return to diner even if the diner
has said “keep change”.
 The change has to be returned with receipted bill to the customer.
Duties of cashier
 Before the start of service the cashier should:-
 Check the float.
 Ensure the cash drawer is properly organised with notes and
coins in the relevant compartment.
 Ensure there is enough credit/ debit card vouchers, till rolls,
promotional items, bill folders, stapler or paper clips and pens
etc.
NOTE:- Float - this is the cash in a till used for the purpose of giving
change to customers.
 For table and assisted service the cashier performs the following
duties
i) Issuing and recording of check books

Michael mathu PAGE 217

 ii) Counter-signing spoilt checks
iii) Receiving all unused checks
iv)Maintaining cash floats
v) Preparation of bills
vi)Receiving payments
vii) Producing sales summaries
viii) Banking receipts.
NOTE:-
 The cashier is mandated with the overall responsibility of controlling
revenue or sales in most of the food and beverage establishments.
 In order to maximise sales (returns or takings) for any food and
beverage establishment, a control system covering all the sales of
food and beverage is essential.
 The type of control system used will vary from one establishment to
another.
 A control system essentially monitors areas where selling takes place.
 The main control methods in use in food service establishments are:-
a) Order taking methods
b) Billing methods.
c) Sales summary sheets/ restaurant analysis sheet or
records of restaurant
sales.
 They provide for:-
 The reconciliation of items with different
gross profits
 Sales mix information
 Records of popular or unpopular items.
 Records for stock control.
d) Operational statistics (sales mix)
Systems for revenue control
 There are four basic methods of order taking, seven billing methods.

Michael mathu PAGE 218

  There are basically two approaches to recording and controlling food
and beverage sales namely:-
i. Manual systems
ii. An automated system
i) Manual systems
 This involves the following:-
Restaurant checking systems or sales checks or food check
 A restaurant checking system is the essential foundation of a system
of revenue control.
 One of the simplest steps to take when attempting to establish sales
control procedures is to require that each item ordered and its selling
price is recorded on a waiter’s sales check.
Uses or functions of food check
i. To remind the waiting staff of the order they have taken;
ii. To give a record of sales so that portion sales and sales mixes
and sales histories can be compiled;
iii.To assist the cashier and facilitate easy checking of prices
charged;
iv.To show the customer a detailed list of charges made.
 An additional aid is to use numbered checks and control these tightly,
recording all cancelled and missing checks.
 It is more common to find duplicate or triplicate checks being used as
an aid to control for the following reasons:-
i. They provide the kitchen, buffet, or bar with a written record of
what has been ordered and issued.
ii. They authorize the kitchen, buffet, or bar to issue the food
and/or beverage.
iii.They provide the opportunity to compare the top copy of the
check with the duplicate to ensure that all that has been issued
has been charged and paid for.

Michael mathu PAGE 219

Problems of the Manual system

 The day-to-day operational problems of a manual system are many

and includes:-
a) Poor handwriting by waiting staff resulting in:-
i. Incorrect order given to the kitchen or dispense bar.
ii. Wrong food being offered to the customer.
iii.Incorrect prices being charged to the customer.
iv.Poorly presented bill for the customer etc.
b) Human error can produce such mistakes as:-
i. Incorrect prices charged to items on the bill.
ii. Incorrect additions to a consumer’s bill.
iii.Incorrect service charge made.
iv.Incorrect government tax made e.g V.A.T charge.
c) The communication between departments such as the restaurant,
dispense bar, kitchen and cashier has to be done physically by
the waiting staff going to the various departments. This is not
only time consuming but inefficient.
d) Manual systems do not provide any quick management
information data; any data at best being normally 24-48 hrs old,
as well as being costly to produce.
e) Manual systems have a high cost to labour. This means that
many people are involved in providing detailed up-to-date
information.

ii) Automated system

 This includes:-
a) Pre-checking systems
b) Electronic cash register
c) Point-of-sale control systems
d) Computerised systems
METHODS OF PAYMENT

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  There are various methods or means of making payments for goods or
services received.
 They include the following main methods of payment:-
i. Cash
ii. Cheque
iii.Cheque guarantee card
iv.Credit cards
v. Debit cards
vi.Charge cards
vii. Traveller’s cheque
viii. Euro cheques
ix.Vouchers and tokens
CASH
 The amount of cash received by the operator or cashier should always
be checked in front of the customer and when change is given should
be counted back to the client and it should be accompanied by a
receipted bill.
 Any ‘notes’ received by the operator (cashier) should always be
checked to ensure they are not forgeries.
CHEQUE
 Payment by cheque should always be accompanied by a cheque card.
 The operator (cashier) receiving the cheque should check the
following points- to ensure that the cheque is:-
i. Dated correctly.
ii. Made payable to the correct firm or company.
iii.Filled in with the correct amount.
iv.Signed by the person indicated on the cheque.
v. The signature is the same as on the cheque card.
vi.The bank code is the same as on the cheque card.
vii. Is valid i.e it has not expired in relation to the dates
indicated.

Michael mathu PAGE 221

CHEQUE GUARANTEE CARD
 It indicates that the bank concerned will meet the cheque payment.
This will be the case even if the person writing the cheque has
insufficient monies in his or her account.
 Some credit and debit cards also can act as a cheque guarantee card
e.g Barclays card
CREDIT CARD
 On receiving a credit card, the operator or cashier should check that it
is still valid.
 A voucher is then made out and the appropriate details filled in.
 The customer is requested to sign to the voucher after which the
operator is supposed to check the signature with that on the credit
card.
 The customer receives a copy of the voucher as a receipt.
 Validity of the credit card is checked by passing it through as
electronic machine.
DEBIT CARD
 Used in a similar way to a credit card which results in the amount due
being immediately deducted from the customer bank accounts
CHARGE CARDS
 The customer is normally involved once a month for all services
rendered during that month.
 The account must then be paid up in total and no credit is allowed e.g
American express cards.

TRAVELLER’S CHEQUES
 May be issued by either your travel agent or bank in the travellers
own country e.g in dollars, Kenya shillings etc.

Michael mathu PAGE 222

  They must be signed once when being issued and again when used to
pay for something or when exchanging for cash.
 The rate of exchange will be that at the time of transaction.
 All travellers’ cheques come in different values which are guaranteed
as long as the two signatures match.
 When a payment is made by travellers cheque the customer must:-
i. Be asked to date the cheque
ii. Make them payable to the establishment required
iii.Sign the cheque or cheques for a second time in the
appropriate place.
 The cashier will then:-
i. Match the two signatures
ii. Ask for other identification to check the two signatures
against e.g passports, I.D card etc.
iii.Give change where needed in the currency of the
traveller’s cheque.
EURO CHEQUE
 Are cheques issued by banks for use in other countries. When used for
payment, they should be accompanied by a cheque guarantee card.
 Payment is then as for a normal cheque.
VOUCHER AND TOKENS
 Vouchers e.g luncheon vouchers, may be offered in exchange for food
in those
establishments accepting such vouchers.
 Vouchers have an expiry date.
 Tokens might be exchanged for specific meals or for certain values.
 If food purchased is more than the value of the token then the
differences is again paid in cash.
 No change can be given for purchases valued at less than the token
being exchanged.

Michael mathu PAGE 223

DEALING WITH DISCREPANCIES
 When dealing with cash, do not allow anyone to disrupt you while
dealing with a transaction or get involved with the counting of money.
 Always:-
i. Double check cash receipt before placing it on the till and
change before giving it out.
ii. If you make a mistake always apologise and remain polite. If
you feel you cannot deal with a situation gain the assistance of
your supervisor or manager.
iii.Notes should be checked for forgeries and if they are found to be
fake, they must not be accepted. Explain to the guest why you
cannot accept them and advice the guest to take them to the
police station.
iv.If credit card fraud is suspected, the card should be retained at
the request of the card company and suggest to the customer that
they contact the company to discus the matter.
ACCOUNTING FOR BILLS
 In order to prevent fraudulent mis-use of bill, or acquiring food for
personal consumption etc, a strict control of all waiters’ bills and
other stationery must be exercised.
 Waiters should have own letter or number allocated to him then the
bill books or check pads issued to him will normally be recorded by
head waiter.
 No spoiled bill may be destroyed but must be marked “cancelled” or
“void” and sent to cashier with his summary sheet or slip at the end of
shift.
SEEING THE GUESTS LEAVE OR DEPARTURE ATTENTIVENESS
 Assist the guests departing by moving their chairs for them, collecting
their personal belonging (not forgetting coats, hats and bags).

Michael mathu PAGE 224

  If you are too busy, at least acknowledge their departure with a nod
and a smile.
 Wish your guest “good afternoon” and thank them for coming. If you
know their name, use it: “good afternoon Mr. Benice. We look
forward to seeing you again soon”.
DISH WASHING
 This involves the washing of soiled ware. It’s normally done in the
wash up area.
 There are several methods of dish washing namely:-
i) Manual.
ii) Semi-automatic.
iii) Automatic conveyor.
iv)Flight conveyor.
v) Deferred wash.
CLEARING FOLLOWING SERVICE

 At the end of service a range of duties need to be completed. These

duties are carried out without customers in the service areas.
 It’s also called post service tasks.
 It involves the following:-

i) Stripping of tables
 At the end of the lunch service, tables should be stripped off of all
items. If linen colour, is not changed for dinner, slip clothes will be
used where necessary but only changed if heavily soiled.

ii) Returning food items to store

 All items of food on sideboards, buffet, trolleys e.t.c must be returned
to the kitchen or service area for proper hygienic storage at the end of
service and handed over in a proper manner to the person responsible.
 Proprietary sauces, mustard e.t.c will be cleaned and prepared for the
following service.

Michael mathu PAGE 225

 iii) Stripping sideboards
 Sideboards will be tidied and replenished with cutlery, flatware and
crockery for the next service depending with policy of establishment.
 All food items, water jugs will be removed.

iv)Cleaning operations
 Cleaning beneath tables will be done (to remove debris, crumbs) but
this depends with floor e.g hard floor- sweeping, carpet-vacuuming.

v) Re-clothing of tables
 Fresh linen is used where table layouts are to be changed or one used
is heavily soiled or where different colour linen is used for different
time of service.

vi)Re-laying of restaurant
 This is done at the end of service for the next meal. This has to be
completed before staff go off duty.

Summary of clearing following service

 Clear the cold buffet to the larder.
 Collect all linen, both clean and dirty, and check that the correct
quantities of each item of linen are returned. Used napkins should be
tied in bundles of ten.
 Switch off the hotplate. Clear away any service silver or other service
dishes remaining and restock the hotplate with clean crockery.
 Return cutlery and hollow-ware, together with the tableware and
trolleys to the store.
 Collect all cruets and accompaniments and return them to their correct
storage place.
 Check all the sideboards/workstations are completely empty.
Hotplates should be switched off and the dirty linen compartment
emptied.
 Clear down the bar top, put all the equipment away and wash and
polish used glasses.
 Put away all equipment that has been used.
 Empty and clean trolleys and return them to their storage places.

Michael mathu PAGE 226

  Empty the liqueur trolley. Return stock to the bar storage and restock
the bar from the cellar.

 There are several clearing following service for different service

personnel:-

a) Headwaiter or supervisor
i) Ensure gas and electrical appliances are switched off and plugs
removed from sockets.
ii) Return any special equipment to the appropriate work area.
iii) Secure all windows and check fire exits.
iv)Check that all tasks are completed in satisfactory manner before
staff complete tthir shift.

b) Station waiter or server

i) Replace all equipments in sideboard
ii) Wipe down the sideboard and trolleys, clearing down all dirty
equipment to the wash-up area.
iii) Clear down tables and crumb down.
iv)Switch off and clean sideboard hotplates.
v) Return special equipment to work areas.
vi)Return to store cupboards any surplus crockery and silver.
vii) Remove plugs having switched off all electrical sockets.
viii) Return food/drink check pads and menus to the drawer in
the headwaiter’s desk.
ix)Check area of responsibility with the head waiter/supervisor.

c) Bar person
i) Wipe down all working surfaces.
ii) Ensure that all equipments is washed, dried and put in correct
place for future use.
iii) See that all glassware is washed, rinsed, dried and stored
correctly.
iv)Empty the bottle trolley and waste bins.
v) Place surplus oranges/lemon slices on to plates and cling film
and store in chilling unit.
vi)Sweep and mop the floor.

Michael mathu PAGE 227

 vii) Return the liqueur trolley to the bar.
viii) Drain the glass-washing machine.
ix)Turn off the chillers’ lights.
x) Complete the control system.
xi)Replenish bar stock.
xii) Make the bar secure.
xiii) Check area of responsibility with head waiter/supervisor.

d) Stillroom staff
i) Ensure the correct storage of such items as bread, butter, milk,
teabags and ground coffee.
ii) Wipe down all working surfaces.
iii) Clean and tidy the stillroom fridge and check its working
temperatures.
iv)Check that all equipments is left clean and stored in correct
place.
v) Left over food to be placed into clean containers and stored
correctly.
vi)All surplus accompaniments to be stored correctly in proprietary
jars and their lids to be wiped down.
vii) Switch off applicable electrical appliances.
viii) Make sure all carrying trays are wiped and stacked
correctly.
ix)All surplus teapots/coffee pots etc. to be stored in the
appropriate storage area.
x) Check area of responsibility with the head waiter/supervisor, or
the person taking over the area, prior to leaving.

e) Buffet or counter staff

i) Turn off the electricity supply to the hot-food and cold-food
counter.
ii) Clear the hot-food and cold-food counter and return all leftover
food to the kitchen.
iii) Turn off the power supply to the oven at the wall.
iv)Clear the oven of any remaining food.
v) Important: write down on the day sheet the number of portions
of each type of regenerated meal that is left over as waste. This

Michael mathu PAGE 228

 exercise is essential for portion control monitoring and gives an
indication of the popularity or otherwise of any particular dish.
Hand in the daily sheet to the supervisor who will then prepare a
consumption sheet to show what was taken out and what is now
left. This will then be entered into the sales analysis book.
vi)Clean and dry all service utensils that have been used during the
course of the day in hot food preparation and service.
vii) Return all cleaned and dried service utensils to the appropriate storage places.
viii) Check the stock of plates needed for the next day’s service of food.

PROVIDING SERVICES

 The food and beverage operator is under no specific requirement to serve anyone unless the
food and beverage operation is within an establishment covered by the Hotel Proprietors Act
(HPA) 1956 and the customers seeking food and beverage service provision are resident in
the hotel.

Reasons for refusal to provide service

i) There is no space left on the premises.

ii) The person is intoxicated.
iii) The person is under the influence of drugs.
iv) The person does not comply with the dress requirements of the operation.
v) The person is unable to pay the admission charge.
vi) The person is a known troublemaker.
vii) The person is an associate of a known troublemaker.
viii) The person is under legal minimum age for licensed premises or does not comply with
an age policy set by local management.
 Under the licensing Act 2003, the licensee has the right to refuse any person who is drunk,
violent, quarrelsome or disorderly and the police may be brought in to assist.

CUSTOMER RELATIONS

 This is concerned with the conditions staff work under which may assist or prevent good
standards of interpersonal skills maintained.
 In order to develop and maintain good customer relations, the supervisor must have the
ability to:-
 Recognise the symptoms of deterioration in customer relations.
 Minimise the causes of customer relations problems.

Symptoms of customer relations problems

Michael mathu PAGE 229

 i) Increasing complaints about product/staff.
ii) Increasing accidents.
iii) Mistakes by staff in orders.
iv) Customers arriving without prior bookings being noted.
v) Arguments between staff.
vi) Poor staff morale.
vii) Breakages or shortages of equipment.
viii) High turnover of staff.

Factors affecting customer’s enjoyment of a specific meal experience

i) Welcome, decor and ambience of the establishment.

ii) Level of efficiency shown.
iii) Location of the table.
iv) Presentation and cleanliness of the menu and drinks list.
v) Order being taken – recognition of the host.
vi) Availability of dishes or items.
vii) Speed and efficiency of service.
viii) Quality of food and drink.
ix) Courteousness of staff.
x) Obtrusiveness/attentiveness of staff.
xi) Other customers’ behaviour.
xii) Method in which complaints are handled.
xiii) Method of presenting the bill and receiving payment.
xiv) Departure attentiveness.
 The supervisor is responsible for minimising potential customer relations problems.

COMPLAINTS HANDLING

 Despite best efforts from waiting staff, complaints of one sort or another are inevitable.
 They are usually cantered around four distinct area; food, service, staff and facilities.

Food
 The complaints about food may relate to hot food being cold, size of portion, degree of
cooking, quality of food etc. the responsibility for these lies with the chef.
 So far as possible, the waiter should make every effort to handle the complaint himself, have
the food re-heated, and then inform his head waiter, who may decide to take any action
necessary.
 Should the complaint be of a nature beyond the scope of the waiter e.g size of portion etc,
then the head waiter should be informed immediately.

Service
 Complaints about service can be either about quality of service or speed of service.
 A complaint about delay in service if due to kitchen, should be referred to the head waiter
immediately

Michael mathu PAGE 230

  Where delay in service can be anticipated due to any other circumstances, a waiter should
tactfully inform the diners of a possible delay, which may avoid a complaint later, as some
diners may be in more of a hurry than others.

Staff
 Complaints about behaviour or attitude of staff will normally be made either verbally to the
head waiter or in writing to the management.
 It is therefore in the interest of all waiting staff to develop a manner in dealing with customers
which will not cause offence in any way.

Facilities
 Most complaints about facilities will relate to the state of or provisions in the toilet facilities,
and any such complaint should be directed to the head waiter for immediate action.

 Should a problem arise and the customer makes a complaint the following steps should be
taken:-
i) Listen to guest
 Listen to the details of the complaint. Give the guest time to explain how he or she feels and
what he or she wants.
 Do not interrupt the customer, let them have their say and make their point.
 While listening, stay calm, and do not react angrily or argue with the guest.

ii) Apologize to the guest

 Acknowledge the guest’s feelings and apologize for the problem, no matter whose fault it is.

iii) Repeat the complaint

 Restate the complaint briefly back to the customer to show you have listened and understood.

iv) Take appropriate action

 Explain to the guest how you are going to resolve the situation.
 Excuse yourself and tell the guest when you will return.
 Call a manager immediately to talk to the guest. Let the manager know what you have done
to solve the problem.

v) Thank the guest

 While you are waiting for a manager to talk to the guest. Let the manager talk to the guest,
thank the guest for bringing the problem to your attention.
 Complaints always provide us with an opportunity to win guests loyalty, so one should
always take it as a positive note.
 Guest feedback always let us has an impression about his experience in our restaurant.
 While dealing with handling customers’ complaints, never argue, criticise, ignore, or
challenge a guest’s complaint.

Michael mathu PAGE 231

REFERENCES
1. Lendal H. Kotschevar, Valentino Luciani (2006), Presenting Service: The Ultimate Guide
for the Foodservice Professional, John Wiley & Sons Inc.
2. Anthony J. Strianese, Pamela P. Strianese (2002), Dining Room and Banquet
Management, Thomson Delmar Learning.
3. Joseph Houston, Neil Glenesk (1982), The Professional Service of Food and Beverage,
Batsford technical Ltd.
4. Ann Bulleid (1996), Serving Food and Drink: Table & Function: Student Guide, Nelson
Thornes.
5. Axler, Bruce H., Litrides (1990), Carol Food and Beverage Service, John Wiley & Sons.
6. Casado, Matt A (1994), Food and Beverage Service Manual, John Wiley & Sons.
7. Lillicrap Dennis and Cousin John (2006); Food and Beverage service, Bookpower, (7th
edition), London. (pg).

8. Andrews Sudhir (2008); Food and Beverage Management, Tata McGraw-Hill publishing
company Ltd, (1st edition), New Delhi New York. (pg).
9. Davis B. Et all (2004); Food and Beverage management, Butterworth Heinemann, (3rd
edition) U.k. (pg).
10. Verghese Brian (2005); Professional food and beverage service management, Macmillan
limited, India. (Pg 41-50)
11. Anker, Michael (1987); Basic restaurant theory and practice, Longman Group, U.K.
12. Food and Beverage Training Program (Student’s manual) for Livelihood up gradation and
development of youth in the hospitality sector.(2008). Aga Khan Foundation.
13. Oguz Benice, Food and beverage operations, student manual

Michael mathu PAGE 232

 BEVERAGES
 Comprises of all drinks either alcoholic or non-alcoholic served to a customer.
 There are two categories namely:-
i) Non-alcoholic beverages
ii) Alcoholic beverages

NON-ALCOHOLIC BEVERAGES

 These are beverages that don not contain any alcohol content that are served to a guest.
 There are two categories of non-alcoholic beverages namely:-
i) Dispense bar non-alcoholic beverages
ii) Still room beverages

DISPENSE BAR NON-ALCOHOLIC BEVERAGES

 These are non-alcoholic beverages served from the dispense bar (bar situated between service
and production area).
 They may be classified into five main groups:-
i) Aerated waters
ii) Natural spring water or mineral waters
iii) Juices
iv) Squashes
v) Syrups

AERATED WATERS
 These are beverages that are charged or aerated with carbonic gas.
 The charging with carbonic gas imparts the pleasant effervescent giving the characteristics of
that beverage (having or producing bubbles).
 The flavourings found in different aerated waters are:-
i) Soda water - colourless and tasteless.
ii) Tonic water - colourless and quinine flavoured.
iii) Dry ginger - golden straw coloured with a ginger flavour e.g stoney,
Ginger ale (stoney golden straw coloured and ginger
flavoured).
iv) Bitter lemon - it is pale, cloudy coloured with a sharp lemon flavour.
 Other flavoured water which come under this are:-
 Fizzy lemonades e.g sprite (lemonade).
 Coca-cola brands.
 Orange e.g fanta (orange, citrus, black currant).

Service of aerated waters

 All aerated waters are taken on their own chilled or warm depending on guest requirement
and the policy of the establishment.
 It can accompany other drinks:-

Michael mathu PAGE 233

 Example
 Whisky and dry ginger
 Gin and dry tonic
 Rum and coca-cola
 Vodka and bitter lemon.

Glasses used to serve aerated waters

i) Slim Jim tumblers.
ii) Paris goblets.
iii) Highball glasses.
iv) 34.08 cl short-stemmed beer glass.
NOTE:- the above glasses are used when aerated water is served on it’s own.

NATURAL SPRING WATERS OR MINERAL WATERS

 Mineral waters are those waters occurring naturally in various countries some being still and
others gassy and are impregnated with mineral salts found in the soil.
 The gassy ones all contain carbonic acid (carbonic gas in solution) and this can occur
naturally or artificially introduced.
 Many people drink this water for medicinal value or properties due to the presence of the
mineral elements found in them.
 Many of the best known mineral waters are bottled at the spring without any additions or
treatments other than filtration to remove iron or sulphur and the addition of carbonic gas i.e
carbon dioxide.
 Naturally mineral waters contain mineral salts and have been proved to be beneficial to
health.
 They are usually classified according to their chemical properties and this includes:-

i) Alkaline waters
 These are the most numerous of all the mineral water. It is said they help in the treatment of
gouts and rheumatism e.g Malvan, Perrier.

ii) Lithiated waters

 These are rich in Lithia salts e.g Salvator.

iii) Table waters

 These are much less highly mineralised than other mineral waters and are mainly alkaline
(contains less mineral salts).
 May be taken between meals or at meal times on their own or mixed with light wines or
spirits.

 We also have bottled waters which are not necessarily natural mineral waters but have been
filtered, treated and enhanced with some minerals e.g magnesium sulphate, potassium
chloride, sodium chloride, calcium etc.

Service of natural waters

i) Served on their own chilled approximately 7-10°c.
ii) Served as a mixer i.e mixed with alcoholic beverages to form an appetising drink
(spirits, light wines).

Glasses used for service

Michael mathu PAGE 234

 i) Slim Jim tumblers.
ii) Paris goblets.

NOTE:- the above glasses are used when water is served on it’s own.

SQUASHES
 These are waters that have been sweetened, coloured and flavoured.
 They are refreshing drinks which have no much nutritional value other than calories (energy)
gotten from sugar used to sweeten this drink.
 They are also preserved using preservatives which are not good to our health.
 They are served:-
i) On their own.
ii) Mixed with spirits or cocktails.
iii) Used as a base for such drinks as fruit cup.
 Some of these drinks will be:-
 Orange
 Lemon i.e Flavouring
 Lime
 Grape fruits

Service of squashes
a) Service from the bar
 A measure of squash is poured into a tumbler or 34.08 cl short-stemmed beer glass containing
ice.
 This is topped up with iced water or soda siphon (aerated water).
 The glass is decorated at the edge with a slice of a fruit where applicable.
 Drinking straw is placed into drink and served to the glass.

b) Service from the lounge

 All the items required to give efficient service are taken by the wine butler or lounge waiter
on a service salver.
 They include:-
 Tumbler or 34.08 cl short-stemmed beer glass containing a measure of squash.
 Straws.
 Jug of iced water.
 Small ice bucket and tongs.
 Soda siphon (aerated water).
 Coaster (to place the glass in the lounge).

Service
 At a side tbable in the lounge, the coaster would be placed down first, then place glass
containing the measure of squash on the coaster.
 Ask the guest whether he would like the iced water or aerated water to be added.
 The drinking straws would be placed in the glass at the last moment if required.
 It may be necessary to leave the iced water and ice-bucket on the side table for the guest but
be left on an under plate.

FRUIT JUICES

Michael mathu PAGE 235

  These are extracted liquids from fresh fruits and they are highly nutritious.
 May be extracted in the bar with juice extractor or from the stillroom (blender, pineapple and
orange extractor).
 Many types of fruit juices held in stock in dispense bar are either commercially bottled or
canned or freshly made and this will depend on the policy of the establishment.
Examples
i) Canned or bottled juices
 Orange juice
 Pineapple juice
 Grape fruit juice
 Tomato juice etc

ii) Fresh juices

 Orange juice
 Lemon juice
 Passion juice
 Grape fruit juice
 Pineapple juice etc.
Service
 All juices should be served chilled in a 14.20 cl goblet glasses i.e mostly used when you are
promoting the beverage or when serving breakfast.
 Can also be served in a wellington glass or water tumbler.

Service of fresh juice in the lounge

 The service would be similar to the service of squash in the lounge and an additional of a
small bowl of caster sugar on under plate with a tea spoon will have to be taken to table.

SYRUPS
 This is a concentrated sugars and flavours (i.e. liquid and sugar heated together and becomes
concentrated and flavouring gotten from fruits).k
 Main use of these concentrated, sweet fruit flavouring is as a base for cocktails, fruit caps or
mixed with soda water as a long drink.
Examples
Name Flavouring Colour
i) Grenadine Pomegranate Red
ii) Cessis Black berries Purple
iii) Citron Lemon Yellow
iv) Gomme Sugar Colourless
v) Prombaise Raspberry Red
vi) Cerise Cherry Red

STILLROOM BEVERAGES

 These are non-alcoholic beverages that are dispensed in stillroom.

 They include:-
i) Tea.

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 ii) Coffee.

TEA

 Discovered 5000 years ago when leaves from tea bush accidentally dropped in to some
boiling water and delicately flavoured the liquid.
 It was originally drunk for its medicinal benefits but now consumed as a delicious beverage.
 Tea is derived from the leaves and bud shoots of the tea plant. The best tea consists of shoots.
 Tea leaves are plucked and dried in a special process.
 Tea itself has littler nutritive value i.e contributes fluoride to the diet which aids in muscle
relaxation and stimulation of central nervous system.
 Tea contains a stimulant called tannin which plays an important role in the provision of
colour, aroma and flavour of the tea. Tannin makes the tea bitter when brewed too long.
 Tea is produced from the leaves of the tea plant in two main types:-

i) Green or Chinese tea

 This is made from unfermented tea leaves i.e after tea leaves have been picked, they are
crushed and dried at high temperatures to inactivate enzymes.
 This type of tea contains the highest content of tannin.
 Green tea produces a pale-greenish-yellow liquor (i.e when prepared for consumption) e.g
Hyson, Gunpowder.

ii) Black or Ceylon tea

 Made from fermented leaves i.e plucked, dried slowly hence oxidation takes place turning it
from green to black and then crushed.
 Tea produces a health beverage as it contains half caffeine as contained in coffee.

TEA PRODUCING COUNTRIES

i) China - Produces speciality blends and green tea.

ii) East Africa - (Malawi, Tanzania, Zimbabwe) produces good quality tea which is
bright and colourful and mostly used for blending purposes.
iii) Kenyan tea - Produces bright and colourful teas with reddish or coppery tint and
with a brisk flavour.
iv) Indian - Largest tea producer in world. Has two types:-
a) Strong and full-bodied tea
b) Delicate mellow tea
- This two used for blending purposes.
v) Indonesia - Tea produced here are light and fragrant with bright colouring when
made and are used mainly for blending purposes.
vi) Sri-lanka - Teas here are inclined to have a delicate, light lemon flavour.

PURCHASING TEA

 Tea may be purchased in a variety of forms depending on establishments’ requirements.

Factors to consider when purchasing tea

 They include:-
i) The volume of production

Michael mathu PAGE 237

 ii) Type of establishment
iii) Type of clientele
iv) The occasion
v) Method of service
vi) Storage facilities available
vii) The cost
Means or ways of purchasing tea

i) Bulk (leaf) - allowing the traditional method of serving.

ii) Tea bags - These are heated whole and sealed.
- Contains either standard or speciality teas.
- Tea bags come in one cup, two cups, pot for one, or bulk brew for
2-4-8 pints.
iii) String and tag - Come one cup bag with a string for easy removing and identification
(tag remains outside cup/pot).
iv) Envelopes - has a string and tag but in an envelope for hygienic handling (good for
in service operations)
v) Instant - instant tea granules. Made from an infusion of tea that has been either
freeze dried or spray dried then dried product is then packed in air
tight containers.
vi) Pods - these are specially designed individual portions of tea that are used in
proprietary tea and coffee makers. Each pod makes one portion of tea
and the pod is then disposed of.

THE BLEND

 Thus indicates a named tea on sale and may be composed of variety of teas to produce one
marketable tea that is acceptable to the average customer or consumer. E.g standard tea is
composed of 15 different teas i.e Indian tea for strength, African tea for colour, china tea for
flavour and delicacy.
 Most teas are blended and sold under proprietary brands or names e.g Ketepa, Brookebond,
Finlay, Sasini etc.

STORAGE OF TEA

 Tea should be kept:-

i) In a dry, clean and covered container (for hygienic purposes and dust)
ii) In a well ventilated room ( to get rid of stale air in room).
iii) Away from extra or excess moisture (become stale and loose flavour).
iv) Must not be kept near any strong smelling foods as tea absorbs strong odours.

Making of tea

 The type of tea to be made depends on customers’ choice and cost. Quantities of dry tea used
per portion or gallon will vary with the type of tea used.

Characteristics of a good tea

i) Subtle aroma - because tea leaves contain some essential oils which when boiled
produces this aroma and are present in tea.

Michael mathu PAGE 238

 ii) Clear and bright appearance- dull colour means cold will hot tea posses the character
iii) Deep amber liquor - colour of tea yellowish brown seen after brewing
iv) Briskness - pleasantly fresh in terms of smell

RULES TO BE FOLLOWED SO AS TO ACHIEVE SUCCESSFUL RESULTS IN MAKING

TEA

i) Heat the pot before putting in the dry tea so that the maximum heat can be obtained
from boiling water.
ii) Measure the dry tea and freshly drawn cold water.
iii) Use freshly boiled water.
iv) Make sure water is boiling on entering the pot.
v) Allow it to brew 3-4 minutes to obtain maximum strength brew.
vi) Remove tea leaves at end of this period.
vii) Ensure all the equipments used are scrupulously clean.

Types of tea

i) Indian and Ceylon blends

 It’s made on china or metal-teapots and served with milk.
 Sugar can be offered separately.

ii) China blend (green tea)

 Made in china pot on it’s own or may be improved by addition of a slice of lemon or the
lemon slices can be offered on a side plate with a sweet fork.
 Sugar can be offered but it’s rarely served with milk.

iii) Russian or lemon tea

 It’s similar to china tea but is brewed from Indian or Ceylon tea.
 Made normal way and served with a slice of lemon.
 Served in a ¼ litre glasses, which stand in a silver holder with handle on a doily covered side
plate with a tea spoon.
 Slice of lemon may be placed in the glass and a few slices of lemon served separately on to
doily on a side plate with a sweet fork.
 Sugar should be served separately.

iv) Iced tea

 Made with a cold infusion of tea previously made.
 Make a strong tea, strain it, then chill, serve in a tumbler glass on a doily covered side plate
with a tea spoon.
 Slice of lemon may be placed on the glass or on side plate as Russian tea.

v) Multi-pot or tea urn

 Used to make tea for large occasions.
 They have infuser which holds the required quantity of tea leaves for the pot being used.
 The infuser is placed in the urn and freshly boiled water added, allowed to stand for ten
minutes for the tea to infuse. The infusers are then removed and tea served.

vi) Speciality teas

Michael mathu PAGE 239

 a) Asam tea - this is a type of a special tea with strong malty taste. It’s suitable for
breakfast and can be served with milk.
b) Darjeeling tea - can also be called champagne tea. Has a grape fruit flavour. It’s a
delicate tea with a light grape flavour, served in afternoon or evening tea with lemon.
c) Earl grey tea - it’s a blend of Darjeeling and china tea. It is flavoured with oil of
bergamot (kind of celery. Usually served with milk or lemon.
d) Jasmine tea - this kind of tea gets its name from the method used to dry the type of
tea used. Made from green tea which has been dried using jasmine blossom. It has a fragrant
and scented flavour.
e) Lapsang souchong - it is a smoky, pungent and perfumed tea usually served with
lemon to counteract the smell of the perfume.
f) Sri-lanka tea - pale golden with a good flavour served with lemon or milk.

vii) Tisanes
 These are fruit flavoured teas and herbal infusions which are used for medicinal purposes.
 They don’t contain caffeine or tannin. Made in china pots or individual cups. Sometimes
served with sugar.
Examples:
Herbal teas
 Camomile
 Pepper mint
 Rose hip
 Mint
Fruit teas
 Cherry
 Lemon
 Black currant
 Mandarin orange

NOTE:- Tea unlike coffee is invariably left on the table for guest to help themselves and a jug
of hot water is always served with which to correct the strength of the brew to
personal tastes.

COFFEE

 Coffee is an infusion of ground, roasted beans of the coffee plant. Coffee plant is an
evergreen plant 2-3 metres high whose fruit or cherries or beans are used to make the coffee
beverage.
 The most common coffee species are:-
i) Coffee Robusta
ii) Coffee Arabica

Purchasing coffee

 The different means of purchasing coffee are:-

i) Bulk :( either as bean or in vacuum packs of pre-ground beans) allowing for the traditional
methods of making and serving.

Michael mathu PAGE 240

 ii) Coffee bags: these are heat-sealed and come in one-cup, two-cup, pot-for-one or bulk brew
sizes up to several litres.
iii) Instant: instant coffee granules, available in sizes from one coffee to pot size.
iv) Individual filters: vacuum packed and containing one portion.
v) Pods: these are designed individual portions of pre-ground coffee and the pod is then
disposed of.

 Companies who sell coffee have their own blending experts whose task is to ensure that the
quality and taste of their particular coffee brand is consistent, despite the fact that the
imported beans will vary from shipment to shipment.
Types of roasting or common degrees of roasting

i) Light or pale roasting- suitable for mild beans to preserve their delicate aroma.
ii) Medium roasting - this gives a stronger flavour coffees with well defined character
iii) Full roasting - this gives a bitter flavour and are found in many latin Countries.
iv) High roasted coffee - this strengthens the bitter aspects of coffee, although much of
the original flavour is lost.

The grind

 Roasted coffee must be ground before used to make the brew. Coffee is ground to different
grades of fineless suit the many different methods of brewing i.e equipments used.
 The following are the suitable grinds for the different types of equipments:-

Method Grinding grades

i) Filter or drip fine to medium
ii) Jug method coarse
iii) Turkish or Greek pulverised (fine powder)
iv) Cafetiere or plunger medium
v) Vacuum infusion medium fine to fine
vi) Espresso very fine
vii) Percolator medium

Storage of coffee
 Some tips for storing coffee:-
i) Store in a well ventilated room.
ii) Use an air-tight container for ground coffee to ensure that oils do not evaporate, causing
loss of flavour and strength.
iii) Keep coffee away from excess moisture.
iv) Do not store near any strong smelling foods or other substances, as coffee will absorb
their odours.

Making coffee
 There are many methods of making coffee. Coffee being may be purchased, ground
according to the requirement or may be bought already ground.
 If bought ground they may be packed in a vacuum packed packet.

Rules to be followed when making coffee

i) Use freshly roasted and ground coffee.
ii) Buy the correct grind for the type of machine in use.

Michael mathu PAGE 241

 iii) All equipments should be cleaned before use.
iv) Use a set measure of coffee to water i.e 240g to 4.5 litres water.
v) Add boiling water to coffee and allow to infuse.
vi) Infusion time must be controlled according to type of coffee used and method of making.
vii) Control the temperature since to boil coffee is to spoil coffee.
viii) Strain and serve.
ix) Offer milk (hot or cold) or cream separately and sugar and alternatives.
x) The best serving temperatures are 82°C for coffee and 68°C for milk.

Factors affecting characteristics of coffee

i) The type of coffee being used i.e Arabica or Robusta.
ii) The degree of roasting i.e

 The Robusta type has twice the caffeine content to Arabica.

Characteristics of good coffee

i) Good flavour (particular type of taste).
ii) Good aroma (pleasant, noticeable smell).
iii) Good body (whole physical structure).
iv) Good colour with milk or cream
v) Silky feel on the tongue

Reasons for bad coffee

1. Weak coffee
 Water has not reached boiling point.
 Insufficient coffee.
 Infusion time too short.
 Stale or old coffee used.
 Incorrect grind of coffee used for equipment in operation

2. Flat coffee
 All points of weak coffee.
 Coffee left in urn too long before use or kept at wrong temperature.
 Dirty urn or equipment.
 Water not fresh or boiled too long.
 Coffee reheated.

3. Bitter coffee
 Too much coffee used.
 Infusion time too long.
 Coffee not roasted correctly.
 Sediments remaining in storage or serving equipment.
 Infusion at too high a temperature.
 Coffee may have been left too long before use.

COFFEE MAKING METHODS

 Coffee may be made in many ways and the service depends on the method used. This
includes:-

Michael mathu PAGE 242

 1) Instant
 This is made from mixing soluble solids of coffee with boiling water into individual cups.
Coffee is made quickly i.e before it’s taken.

2) Saucepan or jug method

 A set measure of ground coffee is placed on a saucepan or jug and required quantity of
freshly boiled water is poured onto the coffee grounds.
 Allow to stand for a few minutes to extract the full flavour from the ground coffee. Strain and
serve.
 Hot or cold milk, cream and sugar may be added as desired.
NOTE:- the jug or pot should be warmed with hot water before adding ground coffee.

3) La Cafetiere or plunger pot

 Consists of a heat proof glass jug which has a plunger with a perforated metal disc that acts as
a filter.
 It is designed to restrain the coffee grounds when pouring into cups. Boling water is added to
the ground coffee then you stir and place the plunger unit and lid in position.
 Infusion time takes 3-5 minutes.
Quantity of coffee to be used
 2 level dessert spoonfuls for 3 cups size jug
 6 level dessert spoonfuls for 8 cups size jug
 9 level dessert spoonfuls for 8 cups size jug

4) Percolator method
 A set measure of ground coffee placed on the percolator which is then filled with freshly
drawn water. When the water boils, it rise through a tube and percolates coffee ground
extracting the full flavour, colour and strength.
 A percolator is usually controlled by a thermostat.
 The length of infusion time is determined by the strength of the coffee required.
 When infusion time is over, the liquid is held in the main body of percolator at the serving.

5) Vacuum infusion (‘Cona’)

 It’s similar to percolator method.
 The lower bowl is filled with fresh water up to the lower level. The filter is placed on the
upper bowl and required quantity of coffee is added according to the amount of water used.
 The upper bowl is then set in the lower bowl and secured in place and then water is heated.
As water boils, it rises up the tube into the upper bowl, mixing with the ground coffee. On
reducing the heat, the coffee liquid passes back to the lower bowl leaving the grounds in the
upper bowl.
 The upper bowl and filter are then removed and washed ready for re-use.
Advantages of using vacuum infusion
i) Ha a good visual appeal in the restaurant.
ii) Served fresh as only limited amounts are made at one time.
iii) There is no wasting or serving old flat or bitter coffee as it is served during that
service time.
iv) The machines are portable, compact and varying sizes.

6) Filter method
 Freshly boiled water is poured into a container with finely meshed bottom with ground coffee
which stands on cup or pot.

Michael mathu PAGE 243

  Infusion takes place and coffee liquid falls into the cup or pot below.
 Filter papers may be used to retain ground coffee from passing into the pot.

7) ‘Pour through’ filter method

 This is making coffee using a pour through filter machine. A measured quantity of freshly
drawn water is poured into the top of the machine displacing hot water already in it.
 The water infuses into ground coffee into serving container. It takes 3-4 minutes to brew.
 This is a common method in making coffee in bar top where coffee is served with hot or cold
snack or where it’s offered at end of a meal.
 When making:-
a) The machine is plugged in and switched on at mains.
b) The brew indicator light is on as it tells the operator that the water already held in the
machine is at the correct temperature for use.
c) The correct quantity of coffee is used.
d) A new filter is used for each fresh brew.

8) Individual filter
 This is an alternative way of making filter coffee.
 It is a plastic, disposable, individual filter bought with the required amount of coffee already
sealed in the base of the filter.
 Freshly boiled water is poured into the filter cup to the required level, the liquid infuses with
the coffee and drips into the cup.
 A lid should be placed over the water in the filter to help retain the temperature.
Advantages
a) Every cup is made to order.
b) Appeals to the customer as they see they are receiving fresh coffee.

9) Espresso
 Steam passes through finely ground coffee infusing it under pressure. Can produce coffee in
seconds.
 Served black in small cups. If milk is required, it is heated for each cup by a high pressure
steam injector and transforms a cup of black coffee into cappuccino.

10) Still set

 Consists of a small central container into which the correct sized filter paper is placed.
 A second, fine-meshed metal filter with a handle is then placed on the filter paper and the
ground coffee placed on top of this.
 There is an urn on either sides of varying capacity according to requirement.
 Boiling water is passed through the grounds and the coffee passed into the urn at the side and
infusion takes 6-8 minutes.
 Milk is heated in a steam jacket container and should be held at 68°C before adding to coffee
i.e not to destroy flavour and taste.

NOTE:- the coffee and milk should be kept or held separately at correct temperature ready for
service.

11) Decaffeinated
 This is made from beans after the caffeine has been extracted. The coffee is made in the
normal way.

Michael mathu PAGE 244

 12) Iced coffee
 Strong black coffee made in normal way, then strained and chilled well until required.
 It is served with an equal amount of milk or cream.
 Served in a tall glass, with iced cubes added and with straws.
 Cream or milk and sugar is served separately.

13) Turkish or Egyptian

 Made from dark roasted mocha beans ground to a fine powder.
 Water is put in a special copper pot then placed on a fire then allowed to boil, sugar is added
to sweeten.
 Coffee may be stirred in or the water poured on the ground coffee. Once coffee is stirred, the
pot is then taken off direct heat, it’s cooled allowing the grounds to settle and it is taken back
to heat (done twice), brought to boil and allowed to settle twice.
 It may be sprinkled with cold water to settle any remaining grains.
 It is served in small cups and can be flavoured with vanilla pods. Milk should never be used.

14) Irish and speciality coffees

 An 18.93 cl Paris goblet should be heated and sugar added as required by the guest.
 A certain amount of sugar is always required when serving this form of coffee as it is an aid
to floating the double cream on the surface of the hot coffee.
 A tea spoon is then placed in the goblet to conduct heat and avoids cracking the goblet as the
piping hot, strong black coffee is poured in and should be stirred well.
 Once measure of Irish whisky is then added. The liquid should be at least 21/2 cm or 1 inch
from the top.
 Double cream is then poured over the back of teaspoon. Coffee is not stirred at this point as
the best flavour is obtained by drinking whiskey flavoured coffee through the cream.
 This method of making coffee may be carried at the table and has visual appeal.
 Irish coffee is served on a doily on a side plate and placed in front of the guest.
 When brandy is used, instead of whiskey, the coffee is known as cafe royale.
 Irish coffee is normally served by the waiter at the table.

Equipments required
 Service salver
 Serviettes
 18.93 cl Paris goblet on an under plate
 Teaspoon
 Jug of double cream
 25 ml measure
 Coffee pot
 Sugar basin with sugar and teaspoon
 Bottle of Irish whisky

Order of ingredients in the glass

i) Sugar
ii) Black coffee
iii) Spirit or liqueur
iv) Double cream

Michael mathu PAGE 245

Other specialities
Monks coffee - Benedictine
Russian coffee - Vodka
Jamaican coffee - Rum
Calypso coffee - Tia-Maria
Highland coffee - Scotch whisky
Seville coffee - Cointreau

Different speciality coffees containing same spirit

Cafe Royale - Brandy Caribbean - Rum
Cafe Parisienne - Brandy Jamaican - Rum

Service of tea and coffee

 The following equipments are required for the service of tea and coffee.

Tea tray
 Tray or salver
 tea pot
 Jug of cold milk
 Tea strainer
 Sugar basin and tongs
 Tea spoon
 Tray cloth
 Hot water jug
 Slop basin
 Stands for tea pot and hot water
 Tea cup and saucer
Coffee tray
 Tray or salver
 Tea cup and saucer
 Sugar basin and tong or teaspoon
 Stands for the coffee pot and hot milk jug
 Tray cloth or napkin
 Teaspoon
 Coffee pot
 Jug of hot milk or cream
 Variations of the above basic equipment will depend on the type of tea or coffee offered.

Points to note in laying up a tea or coffee tray

i) Position all the items evenly on the tray
ii) Position the items for the convenience of the guest i.e beverages on right with handles facing
the guest for ease of pouring.
iii) Ensure the beverage is placed on the tray at the last moment.

NOTE:- when serving coffee the waiter must remember to ask the guest if she or he would
prefer coffee with or without milk or cream.
 Certain types of coffees have flavourings added either in blend or during making:-
a) Turkish coffee - vanilla
b) French coffee - Chicory
c) Viennese coffee - fig

Michael mathu PAGE 246

Service of coffee
i) Coffee is always served from the right hand of guest.
ii) The service salver rest on a neatly folded service cloth on the palm of the hand.
iii) The server asks the guest if he or she requires sugar which is always offered first.
iv) The required amount of sugar is placed in the demi-tasse.
v) The service salver is now rotated on the service cloth so that the hot coffee pot and cream jug
are in their correct positions for serving.
vi) Guest is then asked if he or she requires coffee with or without milk.
vii) Keeping the service salver level, hot coffee pot is tilted using the service salver as a base.
viii) Service salver then rotated a little-cream jug is in it’s best position for serving.
ix) Keeping the service salver level, cream jug is tilted using the service salver as a base.
x) Having completed the service of the guest coffee, the coffee service is eased into the centre of
the place setting for the convenience of the guest.
xi) Server welcomes the guest and should return to the table at the appropriate time, to see if the
guests require their coffee to be topped up.

Other methods of serving coffee are:-

i) Serving from a pot of hot coffee held on the sideboard on a hotplate. Milk and sugar are
placed on the table.
ii) Serving both hot coffee and milk from pots, one held in each of the waiters hand. Sugar is
placed on the table
iii) Coffee served from vacuum flasks, held in waiter’s sideboard especially for function catering.

Other stillroom beverages

i) Hot chocolate
 Prepared from one of the many proprietary mixes available and usually entails mixing a paste
or powder with hot or cold milk. If cold milk used, it’s heated by means of a steam injector
nozzle on the cafe set. It is served in an earthenware jug, with a tea cup. Sugar is served
separately.

ii) Cocoa
 Prepare and served as chocolate.

iii) Malted milk

 This is served in the same way as hot chocolate and is usually whisked, using a milkshake
whisk during mixing. The best-known malted milk is horlicks

iv) Meat extracts

 They are prepared using the requisite amount of the preparation stirred into hot water in a
large cup; often special mugs are used bearing the name of the product. Buttered toasts and
fingers are always served with this beverages and salt and pepper always placed on the table.
The best known of these are Bovril and oxo.

v) Hot milk
 It is served in same way as hot chocolate. It’s usually best to serve homogenised milk because
the cream content does not separate out and therefore will not ‘skin’ like pasteurised milk.

vi) Cold milk

Michael mathu PAGE 247

  This must always be cold, straight from the refrigerator. It’s served in a half-pint tumbler
placed on a doily-covered side plate.

vii) Milkshakes
 Made from the following:-
a) Chilled milk
b) Ice-cream
c) Syrup (flavourings)
 Cold milk is whisked with specially prepared emulsified flavourings made for the purposes
and based on fruit (ice-cream flavours).
 It is served with a straw in a tall glass after making in a mixer or blender placed on a doily
covered side plate.

ADVANTAGES OF BEVERAGES

i) Refreshment:- are refreshing drinks and used to relieve thirst e.g Non-alcoholic beverages
such as plain or carbonated water, lime juice, ginger ale and other bottled beverages, fruit
juices and iced tea or coffee.
ii) Nourishment:- helps the body perform its functions (nourishing the body) and contains
essential nutrients Pasteurized milk, butter milk, chocolate and cocoa drinks, eggnog made
with rum, fruit juices, glucose water, lemonade etc.
iii) Stimulant:- help in stimulating the system Tea, coffee, cocoa and chocolate beverages.
iv) Soothing Agent:-Warm milk and hot tea have a soothing effect and are used for this purpose.
v) Appetizers:- e.g Soups, fruit juice and alcoholic drinks in limited quantities increase an
individual’s appetite and thereby food consumption.

ALCOHOLIC BEVERAGES
Alcohol - is an odourless liquid obtained through the fermentation of sugar
containing liquid. Ethyl is the principal alcohol found in all alcoholic beverages.

Alcoholic beverage - is any portable liquid containing from 1% to 75% of ethyl alcohol by
volume.

 The alcoholic strength of the beverage is measured using three main scales of measurement
namely:-
i) The OIML scale (European; Organisation International Metrologie legale)
 The range of the scale is from 0-100% alcohol by volume. It measures the percentage of
alcohol by volume in the drink at 20°C. the scale (by volume measurement) indicates the
amount of pure alcohol in the in a liquid i.e a liquid measured at 20% alcohol by volume will
have 20% of the content as pure alcohol.

ii) Sikes scale (u.k old scale)

 Range of scale 0°-175°. ‘Proof’ was the point 100°; 70° is equal to 40% alcohol by volume in
the OIML scale.

iii) American scale (USA)

Michael mathu PAGE 248

  Range 0°-200°. Similar to sikes but has scale of 200° rather than 175°.

THE BAR

 This is a place where alcoholic and non-alcoholic drinks are sold or dispensed.

Types of bars
a) Dispense bar
 This is a bar that serves the restaurant directly. The contact is between the bar man
and the waiter.
b) Mini bar
 This is a bar kept in a room where fridge is stocked with drinks and the guest
serves himself or herself in the room.

c) Cocktail bar/ Lounge bar/ Main bar

 This is a bar whereby drinks are dispensed to other bars. It is the largest bar in the
hotel.
d) Pool bar
 This is a bar located next to the swimming pool and it serves the swimmers. It
serves both alcoholic and non-alcoholic drinks; as well as light snacks.
e) Open bar (full scale or fixed stock)
 This is a bar put up with different variety of drinks where guest drinks for free and
the organiser pays the total bill.
f) Cash bar wine bar
 Type of bar where invited guests pay cash as they get their drink. Drinks are
exchanged for money. Used in functions where the restaurant is busy.
g) Snack bar
 This is bar which mainly serves snacks and non-alcoholic drinks.
h) Wine bar
 This is a bar that mostly serves wine. It can also serve spirits and beers.

Factors affecting the planning of a bar

i) Area or available space

 The bar staff must be sufficient area or space in which to work and move about from the back
of the counter to the storage shelves at the rear of the bar.
ii) Layout
 Careful considerations should be born in mind in the very initial planning of the layout as it
enables efficiency in operation
 Adequate storage must be provided in the form of shelves, cupboards and racks for all the
stock and equipments required
 Every thing should be easily to hand so that the bar staff do not have to move about more than
necessary to give a quick and efficient service.
iii) Plumbing and power
 Its essential to have hot and cold running water for glass washing
 Power is essential to provide effective working of cooling trays, refrigerators, ice-making
machines e.t.c

iv) Safety and hygiene

 Care must be taken to ensure that materials used for construction or make-up of the bar are
safe and hygienic i.e flooring must be non-slip

Michael mathu PAGE 249

  Bar tops should be made of materials that adds to the decor, hard wearing, easily wiped and no
sharp edges
v) Site of the bar
 Bar should be positioned in a well chosen area so as to achieve great number of sales

Parts of the bar

 The bar has got basically three parts:-

a) Front bar - It’s the customers’ area in front of the bar where the customer
seat.
b) Back bar - This is where the drinks are displayed and its usually decorated.
c) Under bar - This is the part beneath the counter of the front bar.

Bar personnel

 Scope and duties of bar staff

Beverage or bar manager

 He is part of the management team.
 Responsible for hiring and firing of the bar staff.
 Training and supervision of all bar staff.
 Responsible for purchasing beverages and equipment.
 Establishes and maintains control systems in the bar.
 Sets standards and makes policies related to beverage operations.

Head barman
 Has the overall responsibility of the smooth running of the bar.
 Maintains staff discipline.
 Plans the work schedule.
 Ensures and checks the mise-en-place of the bar.
 Handles guest complaints.
 He may be responsible for the cash register.
 Takes daily physical bar stocks.
 Handles the service of V.I.P guests.
 Ensures that the bar stock is always adequate.
 Directs and coaches his subordinates.
 Reports to his superior.
 Performs showmanship in front of the guest or mixing cocktails.

Barman
 Takes over the responsibilities and duties of the head barman during his absence.
 Collects and controls the requested stock from the main store.
 Prepares and serves drinks on the order.
 Ensures cleanliness of the bar equipments and tools throughout the day.
 Replenishes fridges and coolers.
 Opens the bar for business according to the fixed timetable.
 Organises the cleanliness and mise-en-place of the bar.

Michael mathu PAGE 250

  Reports serious complaints to the head barman.

Bar waiter
 Works under the barman.
 He prepares the bar mise-en-place.
 Serves drinks to guests at the tables.
 Helps in cleaning the bar.
 Takes beverage orders from the bars.
 Presents promptly the beverage list to the guests.
 Presents bills to the guests.
 Prepares sufficient glasses for the incoming service.

Glass washer
 He washes glasses in the bar back area.
 He maintains the cleanliness of the bar.
 He helps in carrying of stock from the main store.
 He arranges the bar.

Bar sales promotion

 In each bar sales depend on:-

i) Standard and class of a particular bar.
ii) Location of the bar.
iii) Operation hours of the bars.
iv) Types of customer.

Methods of attracting customers

i) The beverage offered should meet the demand of the customers.
ii) Use competitive pricing.
iii) Give efficient service.
iv) Make provision for happy hours.
v) Offer entertainment.
vi) Advertise your premises or bar.
vii) Give away souvenirs e.g match box.
viii) Make in-house promotions i.e table tent cards etc.

Bar equipments

 In order to carry out efficiently the services of all form of drinks requested, the bar should
have available all the necessary equipments for making cocktails, decanting wine, serving
wines etc.

 There are two main methods of producing alcoholic beverages namely:-

a) Fermentation
b) Distillation

FERMENTATION

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  This is the conversation of sugar found in fruits or grains into alcohol by the action of
bacteria (yeast).
 The degree of fermentation can be controlled and carbon dioxide is produced and can be
retained in the beverages as the case of beers and champagnes.
i.e Grape juice + Yeast = Alcohol + Carbon dioxide

DISTILLATION
 Process of converting liquid into vapour then condensing the vapour and collecting condense
as water.
 Fermented mash of fruit or grain is heated, evaporates together with the flavouring agent,
trapped and condensed to a liquid by cooling.
 Pure alcohol has no colour, taste or smell and is used for compounding other beverages.
 All distilled beverages are colourless and may be coloured by addition of synthetic colours or
keeping them in contact with wood when maturing.
 The principle of distillation of alcohol is that ethyl alcohol (ethanol) vaporises (boils) at a
lower temperature (i.e 73°C-78°C) than water (100°C).
 Where a liquid containing alcohol is heated in an enclosed environment, the alcohol will form
steam first and can be taken off leaving water and other ingredients behind.
 The process raises the alcoholic strength of the resulting liquid.
 The process is used to separate mixtures of liquids at different boiling points.
 The distilled beverages are sold at certain degrees of alcoholic strengths or proof.

Proof - means measure of strength of alcoholic beverage.

 There are two main methods of distilling
a) Pot still
b) Patent still

Pot still
 Fermented liquor is put into closed vessel and boiled. Alcohol boils at 78.3°C and so will
vaporise before water.
 The vapour is put into a closed pipe into a cold water tank where it is cooled. It condensed
into a liquid, which is spirit.
 The spirit will contain a higher proportion of alcohol with some water and certain gases and
flavouring oils, which have been carried in the vapour.
 The gases and oils impart particular characteristics and flavour of that spirit.
 Any spirit produced in this manner will have ‘many impurities’.
 This method produces full, heavy flavoured spirits e.g brandy

Patent still
 This is a continuous process unlike the pot still. It produces a spirit containing fewer
impurities.
 Only one distillation is needed to produce an acceptable products and a stronger spirit is
produced.
 The still comprises of two tall column; analyser and rectifier.
 In the Analyser is where the wash is vaporised and in the rectifier vapour is condensed.
 The wash is heated in the analyser by super heated steam and instantly condensed by the
rectifier to an acceptable spirit or product.
 No maturing period is required for the products produced by this method prior to selling.
 This method produces the lighter spirits e.g vodka.

Michael mathu PAGE 252

Differences between methods of distillation

Pot still Patent still

 Products need to be matured  Products do not need to be
because it has impurities. matured
 Distillation will need to be carried  It needs only one operation to
out twice to obtain drinkable spirit produce a drinkable spirit
 Spirits made by this method  Nearly all impurities are
contains impurities removed to give a pure spirit
 Needs cleaning after every boiling  Does not need cleaning after
every boiling
 Produces full, heavy flavoured  Produces lighter spirits
spirits

 There are variety of alcoholic beverages namely:-

a) Aperitifs
b) Spirits
c) Wines
d) Beers
e) Cocktails
f) Liqueurs
g) Cider and Perry
h) Bitters

APERITIFS
 This means ‘appetisers’ and refers to any drink which will promote an appetite.
 It includes some items such as sherry, as well as spirits taken with vermouths and / or mixers,
cocktails and wine-based aperitifs e.g Dubonnet, st. Raphael or even, for some, fruit juices
etc.

SPIRITS
 It is a distillate of fermented liquor (wash).
 It can also mean a strong alcoholic beverages produced by the distillation of a fermented
liquor (alcoholic beverages).
 Liquor - is the connective term of all alcoholic beverages.
 The most common base ingredients for portable spirits are:-
 Fruits e.g grapes, apples, pears, plums etc
 Cereals or grains (mash) e.g maize, barley, rye, etc.
 Molasses i.e by-product of sugar.
 Vegetables e.g fennel (flavouring gin), potatoes (schnapps)
 Distillation concentrates the strength and flavour of the liquor by removing most of the water.
NOTE:-

Michael mathu PAGE 253

 Whatever the ingredient used to form base of liquor if it contains sugar which is capable of
fermentation it is capable of being used to produce a spirit.

TYPES OF SPIRITS

 There are five main types namely:-

i) Brandy
ii) Whisky
iii) Rum
iv) Vodka
v) Gin

BRANDY

 Brandy is the distillation of fermented juice of fresh grapes without the addition of any other
spirit. It is a spirit distilled from wines (grapes).
 It is produced in several countries i.e almost all wines producing area.
 Cognac and Armagnac are main brandies produced in defined areas of France.
 The grapes used to produce these cognacs are grown in the cognac regions of France. The
grapes are;
i) St. Emilion
ii) Colombar
Ageing (years that brandy has taken to mature before bottling)

 The cognac attains its colour from the oak cask. It becomes mellow and smooth and loses the
hash taste obtained from the distillation. It can age up to 25-30 years.
 The cognac is brought down to the alcoholic strength required by the addition of distilled
water.
 The alcoholic content is between 40-45 % by volume.
Ages of cognac
 The age of cognac refers to the time it has stayed in the cask but not in the bottle.

X - 3 years in cask
XX - 4 years
XXX - 5 years
V.O - very old (10-12) years
V.S.O - very superior old (12-17) years
V.S.O.P - very superior old pale (20-25) years
V.V.S.O - very very superior old pale (40) years Liqueur brandy
XO - extra old (45) years in cask
Extra - 70 years in cask

Service of brandy

 Served neat (on its own) on a brandy balloon glass (the heat of the hand warms the contents
and the fumes rises and get trapped in the slender rim of the glass.
 Served mixed with other drinks (cocktail).
 Served as a long drink.

Examples of brandies

Michael mathu PAGE 254

  Cognac
 Armagnac
 Martel
 Viceroy
 Remy martin
 Bisquit VSOP
 Courvoisier
 Kenya cane, napoleon, richott (local).

WHISKY

 Whisk is a spirit distilled from fermented mash of grains or cereals (maize, barley, rye).
 The main producing countries are;
 Scotland
 Ireland
 United states
 Canada
Categories of whisky

i) Scotch whisky
ii) Irish whisky
iii) American whisky
iv) Canadian whisky

SCOTCH WHISKY

 This whisky is made from Scotland. They are primarily made from barley, malted then
heated over a peat fire.
 There are two types of scotch whisky;-
i) Malt whisk - Made from malted barley and is double distilled.
ii) Grain whisky - Made from other grains (maize) and are usually blended
with malt whisky.
- Continuous distillation is used.
Making of malt whisky
 Barley is malted by steeping it in water and then spreading it in a concrete floor in a warm
atmosphere.
 The grains germinate converting the grain to sugar.
 The germination is stopped by heating the grains in a spit fire.
 The pit smoke adds the flavour to whisky.
Examples
- Teachers - J and B rare
- Long john - John walker black label
- VAT 69 - John walker Red label
- Glenfiddich - Haig
- Chives - Hunters
- Regal royal salute

IRISH WHISKY

Michael mathu PAGE 255

  This is made in Ireland from a mash of malted and un malted barley with some grains.
 It is made by the pot still method and distilled three times.
 It matures for about seven (7) years.
Examples
- Jameson - Mill
- John power - Old bush
- Power irish - John jameson

Differences between Scotch and Irish whisky

Scotch whisky Irish whisky

 Made in Scotland  Made in Ireland
 Barley (malted) heat by peat fire  Hot air is used
(during malting)
 Have a smoky flavour  Have no smoky flavour
 Distilled two times  Distilled three times
 Takes less time to mature  Takes long to mature
 Made by both pot and patent still  Made by pot still method
method

AMERICAN WHISKY

 It is made from various mixtures of barley, maize and rye.

Varieties
i) Bourbon
 This is an American whisky made in bourbon Kentucky state with at least 51% maize
(made from maize).
 It matures in new charred casks for not less than four (4) years.
ii) Rye whisky
 Made of not less than 51% rye.
iii) Corn whisky
 Mash contains at least 80% of maize.
Examples
- Thomas Jefferson - Old foresters
- Four roses - Early times
- Old granddad - Wild turkey
- Old cow

CANADIAN WHISKY

 It is made from any cereals and the most common is rye and sometimes rye and maize are
mixed together.
 Distillation is by patent still and matures after five years in oak cak.
Examples
- Canadian club

Service of whisky
i) Served neat.

Michael mathu PAGE 256

 ii) Mixed with other drinks e.g whisky cocktails.
iii) On rocks (with ice-cubes).
iv) As a long drink on a old fashioned glass e.g whisky and dry ginger.

RUM

 It is distilled from fermented sugar cane juice or from molasses.

Sugarcane - agricultural process
Molasses - industrial process i.e by product of sugarcane
 Rum is made wherever sugarcane is produced
 It flavour develops during maturation in wood cask.
 This product originated from West Indies. Today the main producing countries are; Jamaica,
Trinidad, Brazil, Austria, Cuba.
 Alcoholic content is between 40-70% by volume.

Types of rum
i) White rum
 This rum is light in body, flavour and smell.
 It matures for one year in a oak cask.
 Its white because the spirit is not given a colouring. Made by patent still.
ii) Dark rum
 This rum is rich and full-bodied.
 Made same way as white rum except that a highly refined sugarcane syrup or caramel
is added to give colour and flavour. This is adjusted according to the brand.
iii) Golden rum or light rum
 This is basically white rum matured in casks that lend the golden colour of the rum.
Examples
- Myers - Malibu
- Lambs Navy - Kenya cane
- Barcadi - Lemon heart

Service of rum
i) Served neat
ii) Mixed with other drinks eg cocktails
iii) As a long drink on a old fashioned glass e.g Rum and Coca cola.

VODKA

 It is a clear spirit and originally came from Russia and Poland.

 Its a spirit distilled from the fermented mash af grains (wheat, rye, barley, maize).
 It is colourless and the best if filtered through charcoal filter to purify the flavour.
 It is odourless and best suited for mixed drinks (cocktail or long drink).
 Can also be served neat but chilled. Alcoholic content between 34-47% by volume (40%
volume).
 Made by patent still.
Examples
- Vodka blue label
- Vodka red label
- Romanoff
- count Pushkin imperial

Michael mathu PAGE 257

GIN

 This is a spirit obtained from a wash made from fermented grains, malted barley, maize or rye
and mainly flavoured with Jupiter berries.
 Patent still method is used to obtain gin.

Types of gin
i) London dry gin
 A dry colourless gin, slightly flavoured with juniper berries, almond, coriander,
cardamom and fennel.
ii) Old tom
 Sweet gin made in Scotland. The sweetening agent is sugar syrup. As the names
implies, it was traditionally used in a Tom Collins cocktail.
iii) Plymouth gin
 Is wholly unsweetened and its the correct gin for pink gin cocktail with the addition
angostura bitters.

iv) Fruit gins

 Are fruit flavoured gins that may be made from any fruit e.g oranges, pineapples,
lemon.

NOTE:-
 Gin is flavoured and coloured at will and is brought to the required strength by the
addition of distilled water. It does not require maturing, as do whiskies and brandies.

Brands of gin
- Gordon dry
- London dry
- Gilbeys
- Beef eater etc
Service of gin
i) Served neat
ii) Mixed with other drinks e.g cocktails e.g pink gin.
iii) As a long drink e.g gin and tonic.
iv) Served on rocks (with ice)

OTHER SPIRITS

a) Tequila
 Mexican spirit distilled from the fermented juice of agave plant (cactus plant).
Traditionally drunk after a lick of salt and a squeeze of lime or lemon.
b) Mirabelle and quetsch
 Colourless spirit made from plums.
c) Schnapps and aquivat
 A spirit distilled from a fermented potato base and flavoured with caraway seed.
d) Grappa and marc
 Made from grapes.

Michael mathu PAGE 258

 e) Arrack
 Made from the sap of palm trees.

Methods of flavouring spirit

 There are three methods namely:-
i) Maceration
 This requires soaking of the flavouring agent in alcohol or water to get the full flavour
and colour.
 This process may last from 24 hours to one year and is adopted for aromatic herbs.
ii) Hot infusion or percolation
 In this, the hot spirit is circulated through crushed flavouring agent and re-cycled till
the entire aroma in absorbed.
iii) Distillation
 In this, alcohol vapour is passed through the flavouring agent and cooled.
 The resultant spirit has absorbed the flavour.

WINES
 It is an alcoholic beverage obtained from the fermentation of the juice of freshly gathered
grapes. Grapes are derived from a vine in a vineyard.
Vine - is a wine plant (grapes plant or tree)
Vineyard - plantation of wine fruits (grapes)

i.e Grape juice + Yeast = Alcohol + Carbon dioxide

Wine production in Kenya

 Considering the fact that Kenya is within the equator, it’s traditionally not ideal for wine
production. However, this has been proven not to be the case.
 Kenya Wines Agency Limited (K.W.A.L) has managed to establish a vineyard at Yatta which
produces quality grapes producing best wines which can complete in an international market.
 Both red and white wines are produced from grapes in this vineyard.

Factors influencing the quality of wines.

i) Climate and micro climate (location)

 Vine grows best at about 28°-50° latitude north or south of equator.
 It requires short winter with good supply of rain.
 Summer should be long, quite hot with a good supply of rain i.e the average yearly
temperature must not below 10°.
 Depending on the variety of grape, it is generally accepted that 85 to 100 days of sunshine are
required from flowering to harvest. Sun ripens and sweetens them.

ii) The soil (nature of the soil and subsoil)

 Soil should be relatively poor with a lot of pebbles, limestone, chalk, gravel or sandy and
quite a good percentage of minerals.
 Soil should have the ability to retain heat on long exposure to sunshine.

Michael mathu PAGE 259

 iii) Vine family and grape species
 There are many varieties of grapes used in producing wine. The grapes varieties have
different characteristics that it impacts on the type of wines e.g white grape varieties, black
grape varieties.

iv) Method of cultivation (viticulture)

 This involves the practice of growing grapes. The good practice imparts the right
characteristics to the grape varieties.
v) Chemical composition of the grape
 These are all the chemical composition contained in the grape.

Description of the grape

a) The pulp
 This produces the grape juice (must). The juice produces the water content and the
fruit flavour which comes from the sugars and acid.
 Also supplies the sugar required for the fermentation process
b) The skin
 The skin of the black grape provides the colour and tannin in red white.
 The out side of a mature grape are yeast cells which help in fermentation of the must.
c) The pips
 Contains bitter oils and should not be crushed during vinification process.
d) The stalk
 Increases the tanning content of the red wine

The grape

vi) Yeast and fermentation

 This is conversion of sugar to alcohol and yeast acts as a catalyst or speeds up the rate of
fermentation. It may be artificially added if the grape yeast is not sufficient.

vii) Method of wine making (vinification)

 This is how the wine is made from harvesting of grapes to bottling and storage of wines.

viii) Luck of the year

 Summer and winter climates as expected to be for the grapes to grow as required.
ix) Ageing and maturing process

Michael mathu PAGE 260

  Some take long to mature or ferment while others take short time.

x) Method of shipping or transportation

 If wines are transported, then there should be constant temperatures to ensure that aren’t
affected e.g red wines are transported in a dark container and at room temperature.

xi) Storage temperature

 Wines should be stored in ideal temperatures and in the right way.
Classification of wines

 Wines are categorised into four main groups:-

i) Still wines or table wines
ii) Sparking wines
iii) Fortified wines
iv) Aromatised wines
v) Organic wines
vi) Alcohol-free, de-alcoholised and low alcohol wines

TABLE WINES (STILL WINES)

 These comprises of the following wines:-

i) Red wines
ii) Rose wines
iii) White wines
 They are also called still wines as they lack carbonation.
 These wines are further classified into dry or sweet wines (i.e dry means little or no sugar
content in it).
 These wines normally accompany a meal.
 Alcoholic content for this wines ranges between 9-15 % by volume.

VINIFICATION PROCESS

 Wines are made in several stages and this includes:-

i) Harvesting
 This involves gathering of grapes and transporting them to pressing house.

ii) Pressing
 The grapes are pressed to obtain the juices and this juice is called must.

iii) Fermentation
 This is the conversation of sugar to alcohol. This is the process in which the yeast when it
comes into contact sugar converts to alcohol and carbon dioxide. Wine chemical formula:-
C2H12O6 + Yeast = 2CH3H3 + 2CO2

Fermentation of Red wine

 Red wines are generally fermented in vats (are large fermenting tanks or containers which are
dark inside) in order to obtain the maximum amount of pigmentation from the skin.
 Fermentation begins with the skin present in the must

Michael mathu PAGE 261

  The running wine is removed from the skin after a few days when sufficient colour and tannin
have been obtained (running wine- wine that has been separated from the skin and
fermentation has not taken place fully).

Fermentation of white wine

 White wines are often fermented in vats but the best results are obtained by allowing the must
to ferment in small casks.
 The grapes are pressed immediately after the harvest and only the juice goes to the
fermentation tank.

Fermentation of rose wine

 Fermenting juice must be drawn off from the skin before it extracts too much deep
pigmentation from the grapes skin.
 They are made from black grapes fermented with the skin for up to 48 hours and the wine
will not have obtained the colour of the grapes.

Ways of stopping fermentation of wines

i) Addition of sulphur or sulphur dioxide.
ii) Addition of alcohol (as this will de-activate yeast).
iii) Lowering temperatures.

Reasons for stopping fermentation

i) To control the alcoholic content of desired wine.
ii) To control the sweetness of the wine.
NOTE:-
 In dry wines all sugar has been converted into alcohol during fermentation.
 In sweet wines all sugar was not used during fermentation.

Chaptalisation
 This is done during fermentation process. This is the process where sugar is artificially added
to increase the alcoholic content of wine or sweetness.

iv) Racking
 This is the process whereby insoluble residues are removed from the fermented wine and
these residues are called lees.

v) Fining
 This is the stage of further clarification and purification. The fining agents are:-
 Egg whites
 Gelatine
 Milk
 Ox blood

vi) Filtering
 This is the removal of cloudiness in the wine so as to make it more clear.

vii) Blending
 This is the mixing of wines of different years or countries or grapes so as to come up with a
different taste or brand.
viii) Maturation

Michael mathu PAGE 262

  This is the keeping of the wines in oak cask until they reach maturity.
ix) Bottling
 It is done in glass bottles and the bottles have distinct shape depicting the country of origin.

x) Binning or storage
 The wines are laid horizontally so that the wine is in contact with the cork.

TYPES. OF TABLE WINES

a) White wines
 Produced from white or green grapes but the grape juice (must) is extracted separately from
the skin and pumped into a settling tank.
 It’s then pumped into a fermentation tank where yeast culture is added and fermentation
starts.
 Fermentation is complete when all natural sugar in the grape juice is converted to alcohol.
 Fermentation process lasts 15 days. Racking then takes where the dry wine is removed from
the fermentation task leaving behind the lees.
 They are normally dry to very sweet wines.
 White wines are served chilled and with white meats.
Examples
- Chardonnay (S.A) - chenin Blanc
- Paarl Riesling (France) - Caprice (Spain)
- Sauvignon Blanc - Papaya (Kenya)

b) Red wines
 Produced by allowing the skin of the grape to ferment with the must so as to retain colour and
the pigment producing desired colour i.e skin is left with the juice to extract the full colour
pigment.
NOTE:-
 The darker the colour of the wine required the longer the skin will be left with the must
 Red wines are served with red meats at room temperature.
Examples
- Zonnebloem Shiraz (S.A) - Cabernet sauvignon
- Roca mar - Merlot
- Pinotage

c) Rose wines
 Rose wines are made in three ways:-
i) Mixing red and white wines
ii) From black grapes fermented with the skin for up to 48 hours.
iii) Pressing grapes so that some colour is extracted (black or red grapes).
 It may be dry or semi-sweet. They complement all foods (i.e. can be served with white or red
meats)
 They are served chilled at temperature of 10 – 12°C in a flute glass. They are also called
blush wines in USA when wholly made from red grapes.
Examples
- Dona paula (S.A)

Michael mathu PAGE 263

 - Le piat dor (France)
- Graca (S.A)
- Rocamar (S.A)

SPARKLING WINES

 The most famous sparkling wine is known as champagne. These refer to wines that are made
by the method called methode champenoise (secondary fermentation in the bottle).
 This is a method by which superior wines are made i.e best quality wines. Only wines made
by this method in the champagne area of France can be called champagne.
NOTE:-
 Champagne is a sparkling wine but for a sparkling wine to be called champagne:-
i) Comes from the champagne region of France.
ii) Goes through champagne making process.
iii) The vine or grapes should be grown in the champagne region.

Methods of producing sparkling wines

 There are four methods used in making of sparkling wines namely:-

i) Methode champegnoise (traditionelle)
 It is the method of producing a sparkling wine by inducing a secondary fermentation to take
place in the bottle.
 Fermentation and maturing is in the bottle and sediments are removed by remuage method
(i.e shaking of the bottle so as to force the sediments (dead yeast cells) to the neck of the
bottle, open the cork and sediments will be pushed out and go up due to carbon dioxide)

ii) Charmat or methode cuve close

 The fermentation and maturing takes place in a tank and sediments are removed by filtration
where by a filter is used to sieve.
 This is done under pressure and bottled.

iii) Transfer method (transversage method)

 In this method the second fermentation and degorgement is carried out in the bottle as for
champagne, but the wine is then chilled and placed in a tank.
 The dosage is then added and it is filtered and rebottled under pressure in clean bottles.
(Fermentation and maturing takes place in the bottle and sediments are removed by transfer to
vats under pressure and then filtered).

iv) Carbonation
 This is the quickest and cheapest method of producing sparkling wine. It is also the poorest in
terms of quality.
 The wine is chilled in large tanks and carbon dioxide is pumped into it. The wine is then
bottled under pressure.
 The resulting wine resembles a fizzy drink in the glass with large flabby bubbles which don’t
last long, rather than an exciting sparkling wine fit for celebrating.

VINIFICATION PROCESS

i) Harvesting
ii) Pressing

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 iii) First fermentation
 Takes place in the cask. Fermentation starts 8 hours after pressing the result in a still dry
wine and it’s left in the cask for 5 months then racked and fined.

iv) Blending
 This is the mixing of two or more kinds of wine to get a new kind of wine through blending
of different grape varieties or vintage from vineyards.

Reasons for blending

 To maintain a consistent level of quality from vintage to vintage.
 To meet customers changing taste requirements.
 To create a specific style of wine.

v) Bottling
 The wine is bottled and then placed on their sides.

vi) Second fermentation

 Starts in the bottle about six weeks after bottling. This can last 3-4 weeks and the wine
continues maturing.
 The wine now becomes powerful effervescent but its not clear due to the presence of dead
cells.

vii) Remuage
 This is the shaking of the bottle so that we can guide the sediments within the bottle up to the
neck of the bottle i.e involves tilting of the bottle from the horizontal to the vertical.
 The process may take 1-4 years.

viii) Degorgement
 This is the removal of sediments from the bottle. Done with least loss of wine and pressure.
 Two methods are used:-
a) In full flight
 The temporally cork is opened and the sediments shoots out.
b) By freezing or ala glace
 The neck of the bottle is immersed in a cold brime (salt solution) and that
part of the bottle freezes. The cork is opened and the frozen part shoots out.

ix) Dosage
 This is the replenishing of the lost wine during degorgement. It also adds sweeteners to the
wine depending on the market.
 The dosage consists of cane sugar.

x) Final stage
 Cork is inserted and it is wired and dressed ready for sale (cork tightened using a wire).

Types of champagne
i. Super vintage
 This is a wine of supreme merit made from the best grapes of an exceptional year.
 They are very expensive, hard to come by and usually reserved for important
personage or occasions.

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 ii. Vintage champagne
 This is a wine from a year when all the factors were favourable to produce grapes
of perfection with the correct proportion of sugar, acid and other characteristics.

iii. Pink champagne

 It is made by blending red wines and white wine prior to bottling.

iv. Non-vintage champagne

 This is the kind of wine in which we are not concerned about the year the grapes
were harvested but only interested in wine production.
Examples
- Moet and chardon
- Charles Heidseik brut
- Lanson blanc label rands
- Anti-spumante
- Black towel sparkling

FORTIFIED WINES
 This are wines which have been strengthened by the addition of alcohol, usually grape spirit.
 The grape spirit (brandy) is added during or after fermentation.
 The added spirit naturally raises the alcoholic content of the wine to between 15-22% by
volume.
 They are consumed before or after the main meal.
 The spirit is added to wine to :-
i) Increase alcoholic content (boost).
ii) Stop further fermentation (this result to some sugar remain in wine hence sweet
fortified wine)
 The stage at which the spirit is added plays a greater role in deciding whether the wine is dry,
semi-sweet or sweet.
 Fortified wines can be found in several groups of brands namely:-

i) Sherry
 Made from Spain and has an alcoholic content of 15-18% by volume. They are served in
sherry glass or copitas.
 It is always taken as an aperitif. Heavy Sherries or cream sherry are taken as digestives.
Examples of sherry
- Fino Dry
- Manzanilla
- Amontillado Medium
- Oloroso Sweet
- Amaroro
Brandies of sherry
- Bristol cream - High life
- Bristol milk - Gonzales
- Tio pepe

ii) Port
 Made from Portugal and has an alcoholic content of between 18-22 % by volume.. they are
served in port wine glass.

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  They are taken as an aperitif (dry) or digestive (semi-sweet to sweet).
Examples of port
- Ruby
- Tawny
- Vintage character
iii) Madeira
 Made from Madeira Island in Portugal and has an alcoholic of 18 % by volume.
 They are taken as aperitif or digestive.
Examples of madeira
- Sercial (dry)
- Verdelho (medium)
- Bual (sweet)
- Malmsey (very sweet

iv) Marsala
 Came from the Island of Sicily. Its a good dessert wine. Also used in kitchen for making
sauces and dessert dishes.
 Has an alcoholic content of 18% by volume and it is a dark sweet wine.

v) Malaga
 Made from Malaga in Spain and has an alcoholic content of between 18-20% by volume.

vi) Muscat and muscatel

 Made from Muscat grapes.

AROMATISED WINES
 These are flavoured and fortified wines. The flavouring agents are almonds, quinine, bitters,
orange roots, cinnamon, rosemary leaves etc.
 The main example are vermouths

a) Vermouths
 There are four main types of vermouths namely:-

i) Dry vermouth
 Made from dry white wine that is fortified and flavoured.

ii) Sweet vermouth or bianco

 Made from white wine, flavoured, fortified and sweetened with sugar.

iii) Rose vermouth

 Similar to bianco but less sweet and is coloured with caramel.

iv) Red vermouth

 Made from white wine, it is flavoured, sweetened and coloured with a
generous addition of caramel.

Popular brands
- Cinzano red - Martini

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 - Cinzano bianco - Cinzano Dry
- Martini bianco Sweet - Chambery
- Martini rose - Noilly prat
- Martini rosso
- Noilly prat red

b) Bitters
 These are used both as drinks and medicinally.
 They are often used in mixed drinks and are believed to relieve hangovers.
 Are spirits which have been infused with strongly flavoured plants, roots, bark etc.
 They are served as aperitifs, digestifs, as a cocktail ingredient, or used to flavour other drinks.
 A few drops only, are required to give the flavour.

Examples
i) Angostura bitters
 Produced in Trinidad from rum, gentian, vegetable spices and vegetable
colouring matter.
 It is brownish-red in colour and used for the ‘pink’ in Pink Gin.
 It is 44.7% alcohol by volume.
 It is mainly regarded as a flavouring agent.
ii) Amer Picon
 This is a French bitter orange flavoured.
 It is usually served as aperitif
iii) Campari
 It is a well-known Italian bitters, flavoured with herbs and spices and red in
colour.
 It is served as an aperitif either neat on ice with a slice of orange, or as a long
drink with the addition of a mixer, usually soda.
 Served on a Paris goblet or highball glass.
iv) Fernet Branca
 Produced in Italy, it is particularly strong flavoured and dark brown in colour.
 It is best served diluted with water or soda as a digestif.
 Good for hangovers.
v) Orange bitters
 Produced from spirit flavoured with Seville orange peel, it is used in cocktails
and other mixed drinks.
vi) Peach bitters
 Produced from spirit flavoured with peaches, it is used in mixed drinks and
cocktails.
vii) Underberg
 It is produced in Germany and made from spirit flavoured with natural herb
bitters(almost tastes like iodine).
 It is served as a digestif mixed with a soda.

Other examples of aromatised wines

i) Dubonet - two varieties blonde (white) and rounge (red) and flavoured with quinine and
herbs.
ii) Lillet - flavoured with herbs and fruit pills.
iii) St. Raphael - flavoured with herbs and quinine.

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 iv) Chamberyzette - flavoured with juice of wild strawberries.
 They are unlike other wines in that there is no vintage; no define area and no strict rules
for production.

ORGANIC WINES
 They are also called green or environmentally friendly wines.
 They are made from grapes grown without the aid of artificial insecticides, pesticides or
fertilizers and will not be adulterated in any way.

ALCOHOL-FREE, DE-ALCOHOLISED AND LOW ALCOHOL WINES

 They are made in the normal way (fermentation) and alcohol is removed by hot treatment-
distillation or cold filtration process also known as reverse osmosis ( mechanical separation
or filtering out the molecules of alcohol through a membrane).
 At a later stage, water and little must are added to preserve flavour of original wine.
 Alcoholic strength of:-
i) Alcohol-free - has a maximum of 0.05% by volume.
ii) De-alcoholised - has up to a maximum of 0.5% by volume.
iii) Low alcohol wines - maximum of 1.25% by volume.
The main characteristics of wines
i) Appearance and colour
 Wine can be red, white or rose. Whatever its colour, sound wines must be clear.
 If it is cloudy, either it contains sediments and has been shaken up, in which case it should be
left to rest for 24 hours before decanting and serving, or there is something wrong with it and
should not be served.
 Young red wines are usually purple, old wines are reddish-brown and this enables one to
judge the age of the wine.
 White wine varies in colour; from almost colourless through the shades of yellow to gold and
some younger ones have a greenish tinge to them.

ii) Bouquet
 The bouquet is the smell of the wine. It is very important in judging the characteristics and
quality of a wine.
 It is generally accepted that the smell of a wine is the best indicator of it origin, its content, its
quality, its age and its character.
 Wine should always smell like; or, in tasting terminology, ‘clean’.
 If the wine smells of vinegar, and decayed vegetables or cork, then there is something wrong
with it.

iii) Taste
 The taste of the wine confirms the impression formed by the wine’s appearance and bouquet.
 The first thing to be confirmed will be the sweetness or dryness of the wine.
 This is followed by the acidity, the fruitiness or vinosity, the tannin content (which often
helps to indicate the age of red wine), and the ‘weight’ or ‘body’ of the wine in the mouth,
which indicates the alcoholic content.

iv) Ageing potential

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  Some wines are made for early drinking which means that the wines will not improve with
keeping for a long time: ‘old is not necessary good’.
 These wines are made from grape varieties which produce wines full of fruit, low in tannin
and early maturing.
 Red wines, which are produced to age, contain tannin; this is a preservative, and it falls out of
the wine as it ages.
 Wines in this category are best from ‘good’ year-that is all the variable factors that contribute
to quality combine to form an outstanding wine.

v) Full bodied or light bodied

 Wines which are high in alcoholic content, that is 13% by volume and upwards, are classified
as full bodied.
 The alcohol causes the wine to weigh heavy on the palate. The wine is also full of flavour.
 Light bodied wine is usually below 13% by volume alcohol and is lighter in flavour.

vi) Sweet or dry

 Sweet wine has a high content of sugar. The sugar may remain in the wine after fermentation
has finished or it may be added in sufficient quantity to produce a sweet wine.
 They are produced by stopping fermentation in the early stages of fermentation.
 Dry wine is low in sugar. This is usually arrived at by allowing the fermentation to use up the
grape sugar (and any added sugar) in the fermentation.

READING A WINE LABEL

 The label of the wine gives useful information about the wine.
 Language used on the label is that of country of origin.
 The information always includes:-
i) Name of the wine
ii) Country where the wine was made.
iii) Alcoholic strength in % by volume.
iv) Content in litre, CL or ML.
v) Name and address or trade mark of supplier.
 It may also include:-
i) Varietal(s) i.e name of the grape(s) used to make the wine.
ii) The year the grapes were harvested (vintage).
iii) The region where the wine was made.
iv) The quality category of the wine.
v) Details of bottler and distributor.

What does the label tell you?

i) Certification label around the neck of the bottle guarantees that what is stated on the label is
correct.
ii) The brand name or name of the farm e.g Nederburg (brand name for white wine),
Zonnebloem (farm where grape grown).
iii) The name of the grape variety
iv) The vintage i.e the harvesting date that appears on the label.
v) Non vintage i.e there is no harvesting date on the bottle, so the grapes were harvested in
different years.

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 vi) The alcoholic contents of the wine i.e % volume.
vii) Area where the wine was made e.g paarl(area) Riesling(grape variety).

Tasting of wines
 May be said to be an analysis of wine by the senses.
 May also be the appreciation of the wine by our senses to ascertain the wine quality.
 Wine is tasted by customers to ensure that it is in good condition, and at the correct
temperature.
 This includes:-
i) Sight - this indicates the clarity and colour of the wine.
ii) Smell - this determines the bouquet of a wine by means of vigorously swirling
in the glass.
iii) Taste - this allows detection of aroma in the wine.
- the taste character of wine is detected in different parts of the mouth
but especially by the tongue.

Functions of parts of the tongue in detecting characteristics of wine. Tannin is sensed by a dryness round the
gums and sides of the mouth
 That is:-
 Sweetness - at tip
 Acidity - at the upper edges
 Saltiness - at the sides
 Bitterness - at the back.
 The combination of smell and taste gives what is often termed as ‘flavour’ of the wine and
this might be the amount of the tannin content in the wine, its degree of dryness or sweetness.
 The sommelier should have a good knowledge of the characteristics of different wines.
 To ensure this, hoe or she must know the correct approach to tasting.
 To appreciate the tasting of the wine to the full, you must work in the correct environment,
that is:-
i) No noise to distract the taster.
ii) Good ventilation to eliminate odours.
iii) Sufficient light preferably natural light.
iv) Temperature of the room at about 20°C.
v) White background for table i.e not to affect the perception of wine colour.
 Tasting of wines include:-
 Looking at wine
 Smelling of wine
 Tasting the wine.
 When tasting wine:-

Michael mathu PAGE 271

 i) Pour only a small amount into a long stem, clear, crystal glass.
ii) Hold the glass by the stem so as not interfere with the wine temperatures and be able
to note the colour of the wine.
iii) Swirl the wine around the glass and breathe in the aroma before tasting;
 Observe whether the wine runs down the glass quickly or ‘in legs’.
 Observe or feel the bouquet i.e the body
iv) Take a sip (not a gulp), roll it over the tongue and breathe over it, now swallow.
 The tool of the taster is the glass which must be the correct shape.

Characteristics of wine glass

i) Should be plain and clear
 So that the colour and brilliance of wine can be clearly seen.
ii) Should have a stem for holding the wine glass so that the heat of one’s hand doesn’t affect
the wine on tasting.
iii) Should be fairly wide and narrow at the top as this allows the ‘elements’ making up the
bouquet to become concentrated and thus better assessed.
iv) Should be large enough to hold the particular wine being tasted.
v) Should be spotless clean so as not to interfere with the taste of wine.

STORING WINES
 Wines needs to be stored in a place that is:-
i) Cool
 Ideal temperature is between 12-16°C, neither too warm nor too cold. A
thermometer is a useful piece of equipment in any wine cellar.
ii) Dark
 Cellar should have subdued lighting as light will age wine premature.
iii) Even temperature
 Slow and moderate fluctuations in temperature will not harm the wine, but sudden
and violet changes will age them prematurely.
iv) Humidity
 Moderate humidity keeps a cork in a good, pliable, resilient condition and stops it
from shrinking.
v) Away from vibrations
 Do not have a cellar next to a dishwasher area as it will disturb the wine.
vi) Close to the floor
 Hot air rises, so it is cooler closer to the floor.
vii) Bottle lying down
 This makes the wine cork in a good condition i.e moist and swollen so than no air
can get in contact with the wine as this will cause the wine to oxidise.

FAULTS IN WINES
i) Corked wine
 Wines affected by diseased cork caused through bacteria action.
 Also caused by excessive bottle age and the wine taste and smells foul.

Michael mathu PAGE 272

 ii) Oxidation or maderisation
 Caused by bad storage leading to too much exposure to air due to dry cork.
iii) Acetification
 This is caused when the wine is over exposed to air. A film of vinegar microbe is
developed on the surface of wine and acetic acid is produced making the wine
taste sour resembling wine vinegar.
iv) Tartare flake
 Crystallisation of potassium bitartrate.
 The crystal like flakes spoil the appearance of the wine though its okay to drink.
 This can be controlled by stabilizing the wines before bottling.
v) Excess sulphur dioxide
 Sulphur is added in wines so as to preserve them, prevent further fermentation.
 Once bottle is opened, the stink will disappear and after a few minutes the wine is
perfectly drinkable.
vi) Secondary fermentation
 Happens when traces of sugar and yeast the left in the bottle. This leaves the wine
with unpleasant, prickly taste.
vii) Foreign contamination
 examples include splintered or powdered glass caused by faulty bottling
machinery or re-used bottles which previously held some kind of disinfectant.
viii) Hydrogen sulphide (H2S)
 The wine smells and tastes of rotten eggs.
ix) Sediments, lees, crust or dregs
 This is organic matter discoloured by the wine as it matures in cask or bottle.
 It can be removed by racking, fining or decanting (bottled wines).
x) Cloudiness
 Is caused by suspended matter in the wine, distinguishing its true colour. It may be
due to extremes in storage temperatures.

WINE AND DRINK LIST

 The function of the wine and drink list is similar to that of the menu and is to be a selling aid.
 Careful thought is needed in its planning, design, layout, colour and overall appearance to
ensure it compliments the style of the establishment.
 The service staff should have a good knowledge of all the wines and drinks available and of
their main characteristics.
 They should also have an extensive knowledge of which wines are most suitable to offer with
certain foods.

Types of wine and drink list

 There are several type namely:-
i) Bar and cocktail lists
 These may range from a basic standard list offering the common everyday
aperitifs (sherries, vermouths, bitters, selection of spirits with mixers, beers and
soft drinks) together with a limited range of cocktails, to a very comprehensive list
offering a good choice in all areas.
 The actual format and content will be determined by the style of operation and
clientele the establishment wishes to attract.
 The emphasis is in certain areas such as:

Michael mathu PAGE 273

  Cocktails
 Malt whiskies
 Beers
 Non-alcoholic drinks

ii) Restaurant wine lists

 These takes formats of full and very comprehensive list of wines, small selection of
well known wines, predominantly wines of one particular country e.g Italy, France,
South Africa etc.

iii) After meal drinks lists (digestifs)

 This are often combined with the wine list although they are presented as a separate
liqueur list.
 This offers a full range of liqueurs, together with specialist range of brandies and malt
whiskies, port and speciality liqueur or spirit coffees.

iv) Banqueting wine lists

 In most cases includes a selection of popular wine names or styles.
 The length of the list depends on the size and style of the establishment.
 There should be a range of prices for the wines to suit all customers.
 Banqueting wine list is the same as the restaurant wine list.

v) Room service drinks lists

 This happens where there a mini-bar or room service menu in operation.
 The range of wines is usually limited and prices will vary according to the type of
establishment.

Contents of wine and drink lists

 The contents of wine and drink lists are commonly listed in the order in which they may be
consumed:-
i) Aperitifs - Can include a range of aromatised wines, fortified wines and natural
spring and mineral waters.
ii) Cocktails
iii) Spirits and associated mixers
iv) Wines i.e sparkling and still wines
v) Beers, cider, aerated water and squashes
vi) Digestifs - which as well as liqueurs may also include brandies, malt whiskies, port, other
fortified wines, sweet table wines.
vii) Speciality coffees and cigars.

Listing of wines

 Wines are usually listed in three main ways namely:-

i) Listing wines by place of origin (geographical listing)
 Using these criteria, wines are listed from region or country from which they come
from.

Michael mathu PAGE 274

  Wines may be presented under each country, region or area with the white wines
first, rose wine and the red wine e.g France, Italy, Spain, Germany etc.

ii) Listing wine by type

 Under this, wines are listed as per their type i.e sparkling, white, red, rose, dessert
wines etc.
 The wines may also be listed as from country by country, region by region an also
by the style of the wine.

iii) Listing wines by grape

 Wines may also be listed by grapes varieties used i.e white or red grapes and
should be listed alphabetically e.g white grapes; chardonnay, Riesling, sauvignon
blanc, chenin blanc and red grapes; merlot, shiraz, pinot noir etc.

WINE AND FOOD

 Food and its accompanying wine or drinks should harmonise well together, with each
enhancing the other’s performance.
 However, the combinations that prove most successful are those that please the individual.
 The most important rule to keep the sequence right is;
i) White wines should be served before red
ii) Young wines should be served before old wines
iii) Dry wines should be served before sweet wines
iv) Light wines should be served before heavier wines
v) Good wines should be served before great wines
vi) Wines should be at their correct temperature before serving
vii) Wine should always be served to customers before their food.
 Wine must always compliment the dish.
 Hints to bear in mind when choosing a wine for a particular meal;
i) Acid in food makes wine taste sour i.e fruit.
ii) Chocolate spoils the taste of most wines.
iii) Vinegar and salad dressings will change the taste of wine.
iv) Our summers are too hot to serve a full bodied red wine at room temperature; they
should therefore be served slightly chilled.
v) A good sparkling wine partners almost any food successfully.
 Usually white wines are served with; white meats, salads, cold light meals.
 Usually red wines are served with; red meat, roasts etc.

What food with what wine

 There can be no rules; just suggestions:
i) Soup - sherry, dry port or Madeira.
ii) Starter - dry white wine or dry rose wine.
iii) Sea foods - chilled dry white wine (e.g champagne, Chablis, muscadet)
iv) National dish - complimented by national wine of the country.(eg pasta)
v) White meats - medium white wine(blanc de noir)
vi) Entrees - rose
vii) Red meats - red wine
viii) Game dishes - heavier wines i.e red wines

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 ix) Dessert - sweet dessert wines, sparkling wine, sweet fortified wines,
sherry, port, Madeira, Malaga, marsala.
x) Nuts - port
xi) Cheese - red wine, port
xii) Coffee - grain and fruit-based spirits and liqueurs.

BEERS
 Is a portable alcoholic beverage obtained from fermentation of cereals and malt and flavoured
with hops.
 The different character of beer is due to several factors namely:-
i) Degree of roasting of the malt.
ii) Type of hops used.
iii) The origin of the beer.
iv) Mineral content of the water.
 Beers are very refreshing drinks especially in summer (summer beverage).
 Alcoholic content of beer varies according to the type and is usually between 3.0%-10%
alcohol by volume.

Basic ingredients

 The basic ingredients of beers includes;

i) Cereals or malt
 Barley is preferred to other cereals as it can be more easily malted for brewing.
 The barley is malted by steeping in water until it germinates, then kiln-dried to
stop germination.
ii) Hops
 Belongs to the nettle family.
 They impart a special bitter flavour and pleasant aroma, increasing the refreshing
quality and stimulate digestion.

iii) Water
 Mountain spring water is preferred as they contain mineral element which is a
key factor in the characteristics of the beer.

iv) Brewers’ yeast

 It’s work is to propagate and split up the sugar components into equal quantities
of alcohol and carbon dioxide.
 The content of carbon dioxide in the beer determines the amount foam
formation.
 Consistent carbon dioxide level means beer can be handled at normal
temperature without any trouble.

v) Sugar
 This is very important in beer making.

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  Helps to produce beer of pale colour, less filling and with a better taste.
 It also increases beer stability.

Process of making beer

 The process of beer production can be divide to several stages namely:-

i) Malting
 In this stage, barley is steeped in water until it germinates; it is then kiln-dried to stop
germination.
 The resultant product is termed as malt and is ready for grinding.

ii) Mashing
 The mashed malt (grist) is mixed with water at a given temperature (154degree) for the
proper length of time.
 The mash is mixed and cooked from one to six hours, during which time the malt enzyme
amylase converts the starch into maltose and the enzymes protease is broken for the beer
clarity.
 The resultant solution “wort”(is a warm and sugary fluid) is then used to make beer and the
residue (spent grain) is sold as stock fodder.

iii) Brewing
 The wort is placed in huge cooper or stainless steel kettles when hops are added.
 The mixture is then boiled to sterilise the wort and to extract the bitter flavour of the hops.
 The hops are then drained off and the wort cooled to 16°C and the process takes about 10-12
hours.

iv) Fermentation
 A special strain of yeast called brewer’s yeast is added to the wort for fermentation.
 The yeast breaks down the sugar in the malt to produce alcohol and carbon dioxide.
 This stage lasts for 10-12 days.

v) Maturing
 At this stage finings, a clarifying agent is added to clarify and brighten the fermented beer by
attracting the sediment to the bottom of the cask.
 A priming (solution of sugar and hops) is also added to improve the condition of the beer.
 The beer is then left to mature in casks for 3 to 4 months.

vi) Racking
 This is the process of running off the beer from one cask to another so as to leave the
sediments behind.

vii) Filtration
 After racking, the beer is stored in refrigerated wooden cask.
 At this stage, carbon dioxide may be added or injected if not sufficient to the brew.

viii) Packaging
 Beer is packaged in various containers from bottles, cans and stainless steel kegs.
 The cans are coated inside with lacquer to avoid and reaction of brew to the metal cans.

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TYPES OF BEERS
 There are several types namely:-
i) Lager
ii) Ale
iii) Porter
iv) Stout
v) Draught beer
vi) Non-alcoholic beer
LAGER
 This is a Germany word meaning store.
 This is a beer that has been aged for sometime.
 The wort is fermented by a bottom fermentation type of yeast (i.e yeast which is introduced at
the bottom of the fermenting tank) and then stored in refrigerated cellars (lager)at freezing
point for a period of six month.
 The process matures the beer e.g pilsner, white cap, tusker, keg etc.

ALE
 This is a light beer of alcoholic content. These are ordinally mild beer (light) of low alcoholic
content.
 Usually sold in bottles and cans. Found in several kinds e.g strong ale.
 Can be either light or brown in colour and mild or bitter in flavour.

PORTER
 This is a weaker kind of stout which originates from London. It is a dark beer, brewed from
brown or charred malt.
 It is more malty in flavour, with less flavouring of hops but sweeter than stout.

STOUT
 This is a dark beer with a high alcoholic content.
 Highly or strong malt flavoured and sweet taste but is heavier and has a stronger hops
character than porter i.e rich in hops content e.g Guinness.

DRAUGHT OR DRAFT BEER

 Draft beer have short shelf life (perishable) because it is not pasteurised hence has to be
stored in a cool place.
 This is a beer dispensed from a keg (metal container which the manufacturer place the beers
and dispense it to retailers) either full or half and full keg holds 31 gallons.
 These kegs are connected to taps in bars through a pipe pressured with carbon dioxide or air;
these pipes have to be precise in pressure to give a balanced draft drink.
 A metre gauge helps in determining the pressure.
 Draft beer can be of any type and in Kenyan market we have Tusker and senator beer.

Equipment needed
 Special glass which have a mark
 Tap of keg

Michael mathu PAGE 278

  A cooler tank
 A tank of carbon dioxide – helps in giving pressure to beer to rise-up.

NON-ALCOHOLIC BEER
 These are beers without any alcoholic content and are popular with teens below the drinking
age.
 They are also called “root beer”. They are a substitute for colas and other fizzy drinks.
 Drinkers can enjoy the taste of beer without its intoxicating effect e.g Guinness malta.

SERVICE
i) Beer is usually served on its own or neat in a beer mug, beer tulip, long tumbler or at room
temperature.
 Beer should be served at a temperature of 12.5°C to 15.5°C with lagers generally cooler
than other beers.
 Many different varieties of bottled beer in glass it should be held at a slight angle. This is
especially important where a beer may produce a large head if it is not poured slowly and
carefully e.g stout.
 All glasses used should be spotless clean with no figure marks or lipsticks on them as this
may cause the beer go flat.
 Extra care must be taken when pouring beer in hot weather as this causes the beer to work
up more fast.
 Where bottle beer have a sediment, when pouring a little beer must be left in the base of
the bottle holding the sediments back.

ii) May be served straight or as a long drink

Example
 Red eye - mixing beer and tomato juice
 Boiler macker - mixing beer and whisky
 Shandy - mixing beer and lemonade
 Black velvet - mixing beer and champagne
 Black and tan - mixing half stout and half bitter
 Dog nose - mixing beer and gin
 Bee buster - mixing beer and vodka

Types of beer glass

i) Half pint or pint tankards for keg beer (draught)
ii) Pint tumblers for draught beer.
iii) Tumbler for any bottled beer.
iv) Short stemmed 34.08 cl beer glass for Guinness.
v) Lager glass for lager beer.
vi) Paris goblet in various sizes for brown, pale and strong ales.

FAULTS IN BEER
 Thunder causes secondary fermentation to beers and interferes with the beer clarity.
 Apart from this, poor cellar management can cause faults in beers.
 The common faults are:-

Michael mathu PAGE 279

 i) Cloudy beer
 This may be due;-
 Too low cellar temperatures.
 Poorly cleaned beer pipes.

ii) Flat beer

 This results;-
 When wrong spile is used i.e hard spile builds up pressure, soft spile releases
pressure.
 Too low cellar temperatures make beer dull and lifeless.
 Use of dirty glasses.

iii) Sour beer

 May be caused by;-
 Long storage i.e when there is no business.
 Adding stale beer into new cask.
 Beer coming into contact with old deposits of yeast that have become lodged in
the pipeline from the cellar.

iv) Foreign bodies

 Presence of impurities in beer may be as result of production or operational slip-ups.

Advantages of canned beer

i) Storage.
ii) Disposable after use.
iii) No breakages.
iv) Long shelf life.
v) Minimum risk of deterioration.

COCKTAILS
 A mixture of different beverages (ingredients) so blended that no single one
dominates the rest.
 This is a mixture of cold beverages and other beverages amounting not more
than 4 oz i.e 10cl (between 3.5 – 4 oz) and not less than 31/2 oz and if less than
that it becomes a short drink and more than then becomes a long drink or mixed
drink.
 They include both alcoholic and non-alcoholic beverages (mocktail).
 The mixing requires skill or art to make it delicious and appealing to customers.
 Cocktails are used as a stimulant or as an aperitif as most cocktails are dry in
state and therefore taken before a meal.

MAKING COCKTAILS

Michael mathu PAGE 280

  There are four methods of making cocktails namely:-
i) Stirring
 This method of making cocktails which have wine bases and clear
beverages.
 Requires a mixing glass, bar spoon and hawthorn strainer.
ii) Shaking
 This method of making cocktails which have fruit juice as
ingredient.
 Cocktail made using cocktail or Boston shaker, hawthorn strainer
and blender for blending mixes.

iii) Blending
 This is a method of making cocktails by blending ingredients
together by use of blender.
 This method is very suitable for drinks which require a puree of
fruit in them.
 Crushed ices is usually used in the blender in place of ice cubes.

iv) Building
 This involves making of cocktails in cocktail glass.

 A true cocktail is made by either shaking or stirring methods.

COMPONENTS OF COCKTAILS
 A cocktail has four main components namely:-
i) Base - The main alcoholic or non-alcoholic
ingredient.
ii) Complimentary ingredient - This modifies or enhances the
flavour of the drink.
iii) Minor ingredient - This adds colour and flavour of drink.
iv) Accompaniment (garnish) - This is an item that decorates and
flavour of drink.

ACCOMPANIMENTS
 Besides having taste appeal, an important feature of cocktails is that it should
have an eye appeal.
 The presentation of the drink is extremely important.
 The main aim of the use of accompaniments is to decorate the drink and
improve its appearance.
 They can be placed either in or on the glass.
 The summary of use include;

Michael mathu PAGE 281

  Decoration.
 Eye appeal or attraction.
 Boost presentation.
 The accompaniments either compliment or contrast the drink.
 Do not over decorate drinks with accompaniment that contribute to little or
nothing to the taste.
 The main accompaniments used in the mixture of cocktails are;-
i) Ice
 These has three important purposes in preparing and presenting cocktails:-
a) Chills the liquid down to the correct service temperature.
b) Improves the appearance of the liquid in the glass.
c) When crushed ice is used in a blended cocktail, it thickens the drink
giving it more body.
 There are three types of ice used in making cocktails;-
 Cubes
 Cracked
 crushed
 Whichever ice is used, it must be clear and clean. Flaked (small pieces) ice
should not be used as it tends to melt quickly.
 You should always have a good supply of ice and should be made well in
advance at the time it is required.
 Never use the same ice twice.
ii) Food garnishes
 Most of food garnishes should be edible garnishes.
 May be placed in or on the glass e.g citrus fruit, cucumber, herbs, spices and
beans, flaked chocolate.
 Citrus fruits are the most common used food garnishes.
 Their freshly squeezed juice is an essential ingredient in many cocktails.
 They are used in several ways:-
a) Can be cut into wedges, slices or half slices.
b) Can use the zest; it is squeezed over the drink to extract oils or it may or
may not be mixed with the drink.
c) Twist – its a long strip of zest twisted together and often dropped into the
drink.
d) Spiral – the complete peel of the fruit cut in spiral pattern is placed in the
glass.
 Other type of fruit and vegetable include;
 Cherries, olives, bananas, cucumber peel, pineapples, apples, celery,
strawberries etc.
 Herbs and spices – cinnamon, nutmeg, cloves, coffee beans etc.

Michael mathu PAGE 282

 iii) Decorative items
 Besides a variety of edible items, there should be a variety of decorative items.
 These are used to:-
a) Secure the food garnishes so that the customer does not have finger in the
glass.
b) To keep the food garnishes in the correct position on or in the glass (to
hold garnish in position).
c) To allow the customer to stir a long drink if the components begin to
settle.
d) To add the eye appeal of the cocktail to the customer.
Example
 Plastic or wire bases, plastic stirrers, straws, toothpicks, flowers etc.
iv) Salt and sugar rings
 The rings of the glass used to serve the cocktails can be given a frosted
appearance by the use of salt or sugar e.g rub the ring of glass with lemon juice
and with egg white then dip in sugar.

Points to note in making cocktails

i) Ice should always be clear and clear.
ii) Do not overfill the cocktail shaker.
iii) Do not overfill glasses.
iv) Effervescent drinks should never be shaken.
v) When egg white or yolk is an ingredient, first break the egg into separate
container.
vi) Serve cocktails in chilled glasses.
vii) To shake use short and snappy action.
viii) Always place ice in the shaker or mixing glass first, followed by non-
alcoholic and then alcoholic beverage.
ix) To stir, stir briskly until the blend is cold.
x) As a general rule, the mixing glass is used for those cocktail based on
liqueur or wines.
xi) The shakers are used for cocktail which includes fruit juices, cream sugar
and similar ingredients.
xii) When egg white or yolk is an ingredient then the Boston shaker should
always be used.
xiii) Always add the garnish after the cocktail has been made and add it to
glass.
xiv) Accurately measure the ingredients as inaccurate measuring spoils the
balance of the blend and taste.
xv) Never use the same ice twice.

Michael mathu PAGE 283

TYPES OF COCKTAILS
 There are variety of cocktails:-
i) Blended drink - blending various ingredients using a
liquidizer.
ii) Champagne cocktails - example buck fizz which has addition of
orange juice.
iii) Cobblers - are wine and spirit based, served with straw and
decorated with fruit.
iv) Collins - they are hot weather drinks and are spirit
based and
served with plenty of ice.
v) Coolers - they are hot weather drink, are spirit or wine
based and
contains a peel of fruit cut into spiral.
vi) Crustas - may be made from any spirit especially brandy.
Edge of
Glass is decorated with powdered sugar and
crushed ice is added to glass.
vii) Cups - are suitable for hot weather and are wine
based drinks.
viii) Daisies - made with any spirit and usually served in wine
glass
and served with crushed ice.
ix) Egg nogs - traditional Christmas drink. They are rum or
brandy and
milk based.
x) Fixes - this are short drinks made by pouring any spirit
over
crushed ice, decorated with fruit and served
with short straws.
xi) Fizzes - its a hot weather drink. Always shaken and
topped with
soda water and must be drunk immediately.
xii) Flips - similar to egg nogs, containing egg yolk
but never milk.
It can be spirit or wine or sherry based.
xiii) Frappes - served on crushed ice.
xiv) High ball - an American simple drink that is quickly
prepared and
based on spirit.
xv)Juleps - an American drink, containing mint and
based on

Michael mathu PAGE 284

 Madeira.
xvi) Pick-me-up - helps in digestion.
xvii) Pousse-cafe - has layers-depend in density of beverage. Are
liqueur or
spirit based.
xviii) Smashes - smaller version of juleps.
xix) Sours - made with fresh juices to sharpen the flavour of
the
drink.
xx) Swizzler - takes its name from stick used to stir the
drink. When
stirred, creates frost on outside of glass.
xxi) Toddies - are refreshers that may be served hot or cold.
Contains
lemon, cinnamon and nutmeg.

GLASSES USED FOR SERVICE OF COCKTAILS

 When using glasses for cocktails should never use coloured glasses as they
distract the appealing of the cocktail.
 The glasses should be clean and free from detergent
i) Cocktail or martini glass
 Is V-shaped glass with long stem to keep the drink cold.
 Used for short strong drinks.
 Examples pink lady, white lady, Manhattan, medium and
sweet martini.
ii) Champagne saucer
 Used for champagne cocktails and daisies.
iii) Flute
 Used for sparkling drinks and champagne or sparkling wine
based cocktail
 Example brandy Alexander and kirl royale.
iv) Paris goblet (large goblet)
 Are available in various sizes and shapes.
 Used for fruity, tropical drinks those are served with lots of
ice.
 Example cobblers, pina colada, green blazer etc.
v) Old fashioned glass or rocks
 Is a short straight sided glass that is used to serve mixed
drinks, short and strained cocktails and fruit juices.
 It is also known as whisky glass.
vi) High ball or Collins glass

Michael mathu PAGE 285

  It is a tall straight sided glass used to serve long cooled
mixed drink and cocktails.
 Example high ball, john Collins, mint julep, tequila sunrise
and spritzers.
vii) Brandy balloon
 For service of brandy that want to enjoy its aroma.
 Also used for the service of brandy and liqueur based
cocktails.
 Example flappes, pimms etc.

viii) Liqueur cocktail glasses

 Used to serve special liqueur coffee and egg nogs.

LIQUEURS
 Liqueurs are sweetened and flavoured spirits.
 It is a digestive drink after the meal. It is served just before service of coffee as
it blends well with coffee.
 It should not be confused with liqueur spirit or brandy which could be whiskies
and brandies of great age and quality.
For instance;
Brandy liqueur - is a liqueur with brandy as a basic ingredient while,
Liqueur brandy - may be defined as a brandy of great age and
excellence.

PRODUCTION
 Liqueurs are made by two basic methods;
i) Heat or infusion method
 Best when herbs, peels, roots etc are being used as heat can extract the
oils, flavours and the aroma.

ii) Cold or maceration method

 Best when soft fruits are used to provide the flavours and aroma.
 The heat method uses a pot still for distillation purposes while the cold method
allows the soft fruit to soak in the brandy in oak cask over a long period of time.

CATEGORIES OF LIQUEURS
 There are four broad categories of liqueurs namely:-
i) Herbs liqueurs

Michael mathu PAGE 286

  These are liqueurs that are flavoured with herbs.
Examples
 Crème de menthe - mint
 Chartreuse - 126 different herbs
 Drambuie - honey and herbs
 Irish mist - coffee

ii) Citrus liqueurs

 There are liqueurs that are flavoured mostly from peels of citrus fruits like
lemon, oranges. Tangerines etc.
Examples
 Cointreau - orange
 Curacao - orange
 Grand manier - oranges
 Van der hum - tangerines
 Parfait amour - lemon

iii) Fruit liqueurs

 These are liqueurs flavoured with almost any kind of fruit other than citrus ones.
Examples
 Crème de banana

iv) Bean and kernel liqueurs

 These are liqueurs made from cocoa beans, coffee beans, vanilla beans, nuts and
fruit kernels (inner parts of a seed, nut or the stone).
Examples
 Crème de cacao
 Crème de vanilla
 Crème de noisettes
 Tia maria

 All liqueurs a spirit base is necessary (i.e may be brandy, rum, whisky, or
natural spirit) and sweetening agents which may be sugar or honey.
 What differentiate one liqueur from the other are the flavouring agents.
 The flavourings includes:-
-Aniseed - Coriander
- Apricots - Kernel of almonds
- Black currants - Nutmeg
- Caraway seeds - Rind of citrus fruit
- Cherries - Rose petals
- Cinnamon - Coffee
Types of liqueurs

Michael mathu PAGE 287

  Baileys irish cream
 Benedictine
 Calvados
 Cointreau
 Drambuie
 Grand manier
 Malibu
 Tia maria
 Amarula
 Kenya gold

Service of liqueur
 They are usually served from liqueur trolley in Elgin liqueur glass.
 The wine butler should present the trolley immediately the sweet course is
finished as it blends well with coffee and digestive too.
 The wine butler should have good knowledge of liqueurs, their bases, flavours
and correct mode of service.
 Liqueurs may be served with cream or ice cubes. If cream is to be served with
liqueur, pour it over the liqueur using back of a tea spoon so as to settle on top.
 If a customer asks for a liqueur to be served flappe, for example crème de
menthe flappe, it is served on crushed ice and a larger glass will be needed. The
glass should be two-thirds filled with crushed ice and then the measure of
liqueur poured over. Two short drinking straws
should be placed into the glass before the liqueur is served.

Basic equipments on liqueur trolley

 They include:-
- Assorted glasses - Assorted liqueur/brandy/port - Cigars
- Draining stands - cigar cutter - Matches
- Service server - Jug of double cream - Teaspoon
- Waiters cloth - Drinking straws - Wine list
- Check pad

Michael mathu PAGE 288

 Liqueur trolley

NOTE:-
 Other items served from liqueur trolley includes brandies, fortified wines
e.g port and Madeira.

CIDER AND PERRY

Cider - an alcoholic beverage obtained through the fermentation of apple juice.
- it is also a mixture of 75% apple juice and 25% pear juice.
Perry - an alcoholic beverage obtained through fermentation of pear juice, or it is
also a
mixture of 75% pear juice and 25% apple juice.
 Cider has an alcoholic strength of between 1.14 – 8.5% by volume. If alcoholic
content exceeds 8.5 % volume of alcohol, fermented apple juice becomes apple
wine.
 Cider and Perry are usually drunk on their own, chilled and served in saucer-
shaped sparkling wine glasses.
 Today tulip-shaped sparkling wine glass is more commonly used.

Example
 Wood pecker
 King fisher
 Redds

TOBACCO

Michael mathu PAGE 289

  Grown in countries with a tropical or semi-tropical climate e.g Cuba, Jamaica,
Philippines, India, Syria and Austria.
 The yellowish green leaves of the plant are harvested dried and cured after
which they are ready to be used by the cigar or cigarette manufacturers.

Methods of curing tobacco

 There are two main methods namely:-
i) Fermentative method
 In this method, the tobacco leaves are exposed to a temperature of
about 77°C for 3-4 weeks.
 The leaves develop a distinct flavour and turn brown, glossy and
pliable e.g used to prepare the sniffing tobacco.

ii) Non- Fermentative method

 Using this method, the tobacco leaves are dried in the sun for about
4-5 days at a temperature of 18°C - 24°C.
 The leaves turn light and yellow in colour. The leaves are then
subjected to higher and varying degrees of temperature without
interfering with their yellow colour.
 This method is used to make the chewing tobacco.
CIGARETTE TOBACCO
 After picking, the leaves are dried and shredded by machines, rolled and then
allowed to mature.
 To make cigarettes, machine rolls the tobacco in special tissue papers, gum the
paper ends and cut the rolls into the required sizes.
 The cigarettes are then dried for 24 hours and mechanically packed.
 Cigarette tips are of various types and these are called filters.
 Filter tips have a thin lining of cork obtained from the bark of the querque tree.

Service of cigarettes
 Cigarettes should always be served on a quarter (side plate) plate with a doily
paper as an under liner.
 The packet should be opened and several cigarettes should be partially pulled
out of the packet.
 A box of matches should be placed beside the packet of cigarettes.
 A waiter should light the cigarettes for the guest and extinguish the lit match by
a swish of the hand.
 The waiter should ensure that there is an ashtray on the table before cigarettes
are served to the guest.
 Too many stubs should not be allowed to collect in the ashtray.

Michael mathu PAGE 290

  The used ashtray should be replaced with a clean one. This is done by covering
the used ashtray with a clean one and placing them on a salver or service plate
lined with a serviettes, then replaced it with the clean one in the centre of the
table.

CIGARS
 Made from tobacco leaves and its tabular in shape.
The making of a cigar
 They are made in torpedor.
Torpedor - A wooden mould used to produce standardised cigars of
different forms.
 When making cigars manually, a wooden board, a sharp knife to cut the
wrapper and scissors to trim the leaves are needed.
 Large leaves are selected for binding and several pieces of filler tobacco are
arranged to make-up the desired length, thickness and shape.
 The filler tobacco is rolled in a binder, then a wrapper leaf with the same
characteristics is out into the required shape and the whole lot is rolled.
 The vein of the outer leaf should run straight down the cigar.
 Moulded cigars are made the same way using moulds intended of being shaped
by hand.

 Cigar has three parts namely:-

i) Filler
 Is the inner core of the cigar. Made by use of broken-up tobacco
leaves.
 Determines the strength of the cigar and it is made by use of
different varieties of tobacco.

ii) Binder
 This is made up of a single strong leaf to hold the filler together.
 The filler and the binder are together referred to as bunch

iii) Wrapper
 This is the outer wrapping of the cigar and it is made from the
finest tobacco leaf.

Strength of cigar
 The strength of a cigar depends on; the filler, the wrapper, the curing and
fermentation method employed in making it.

Michael mathu PAGE 291

Quality of cigars
 A cigar should be smooth, firm and even to touch. The open or cut end should
be evely cut with a cigar cutter.
 A good quality cigar will produce a firm, greyish ash which will hold for a long
time before falling off.

Service of cigars
 Should be offered in cider wood boxes.
 They should be stored in a humidor so that they do not lose their aroma and
become dry or crumbly.
 A cigar cutter and a box of matches (has longer match sticks which burn slowly
than the normal ones) should be presented to the guest.
 The band of the cigar should be removed before smoking.
 If the cigar is not cut, a clean ‘V’ cut should be made from the rounded end with
a cigar cutter to allow the smoke to be drawn easily through the flue.
 A cigar should not be pierced as it will block the flow of air and the smoke gets
a tar smell.
 A cigar should be lit by a match only as fumes of the cigarette lighter may affect
its taste.

LEGAL CONSIDERATION
 These ranges from company laws to the licensing regulations or employment
law.
 The following is a summary of the principal legal requirements affecting the
relationship between food and beverage operator and the customers.

LICENSING
 Licensed premises must obtain justice license in order to sell alcoholic liquor.
These licences are granted for one year.
 The annual licensing meeting is held in the first fortnight of February (Brewster
session).
 In addition, throughout the year, there must be at least 4-8 licensing sessions
held at regular intervals (transfer session)
 Licences may be granted in whole or in part and the premises must be ‘fit’ i.e
meet the requirement of the local authority, police and fire authority.
 Also good order must be maintained i.e
 No drunkenness
 No violence
 No riotous conduct
 No prostitutes
 No gaming (justices may authorise certain games).

Michael mathu PAGE 292

  Licences are held for particular premises by a licensee or may also be held
jointly by two people.
 The justice (magistrate) may withdraw or revoke or refuse to grant licences due
to the following reasons:-
i) If applicant or licensee is not considered fit and proper person.
ii) If they feel that the premises are not used or intended to be used for the
purpose stipulated in licence.
iii) If the premises are unsuitable due to risk of fire.
iv) If customary main meals are not being habitually served.
v) If the premises are being used mainly by unaccompanied persons who are
under 18 years of age.

 These licences may be divided into different categories namely:-

i) Full on-licences
ii) Restricted on-licences
iii) Licensed and registered clubs
iv) Off-licences

FULL ON-LICENCE
 This allows the licensee to sell all types of alcoholic liquor for consumption on
and off the premise.
 An ‘on’ licence may be limited by the licensing justice to the type of alcohol
that may be sold e.g beers only.

RESTRICTED ON-LICENCE
 This is a licence offered to different business e.g restaurants but there are
restrictions.
 The restrictions include the hours of operation, the type of drinks to be sold and
the age of persons to be used.
 There are several licences under this:-
a) Restaurant licence
 This is granted for premises which are structurally built or adapted and used in a
bonafide way or intended to be used for the habitual provisions of the main day
or main evening meal.
 The licence may authorise the sale or supply of intoxicants on the premises to
people who take table meals.
 Other drinks other than intoxicants must be available to diners should they
require them.
 All this drinks must be ancillary to the meal i.e customers must not frequent
these establishments merely to drink.

Michael mathu PAGE 293

 b) Residential licence
 This licence is granted for premises used or intended to be used for purpose of
providing boarding and lodging, including breakfast and at least one of the other
customary main meal.
 The licence authorises the sale or supply of alcoholic beverages on the premises
to people residing there or to their private friends, who are genuinely entertained
by such guests at their own expense.
 Drinks are supposed to be sold or supplied at any time because are no licensing
hours.
 Licence makes a condition for there to be at least one room which drinking is
not allowed, which is to be used by children and other person not wishing to
drink alcohol.

c) Combined licence
 Granted for premises which fulfil the conditions required both for a restaurant
and residential
licence e.g a private hotel with a public dinning room attached.
 A condition may be imposed that drinks are not supplied to the public in the
dinning room outside the normal permitted hours for the locality. This
restriction would not of course apply to the residents.

LICENSED AND REGISTERED CLUBS

Licensed club
 Licence to run a club which is operated by individuals or limited company as a
commercial enterprise and alcoholic drink is sold only to members.

Registered club
 A licence to run a club, normally by committee members and the members own
the stock of liquor; a non-profit making organization.

OFF-LICENCES
 Licence authorising the sale of alcoholic liquor for consumption ‘off’ the
premises.
 Off-licences include:-
 Specialist outlets
 Corner-shop grocers
 Supermarkets
 Cash and carry

Michael mathu PAGE 294

OCCASIONAL LICENCES
 Licence is granted by magistrates to holders of ‘on’, restaurant or combined
licences.
 It enables these licence holders to sell alcoholic beverages at another place for
specified times e.g for outdoor catering work.

Occasional permission
 This is a licence available from licensing justices for ‘eligible organization’ to
sell intoxicating liquor.
 It is similar to an occasional licence but may be applied for by non-licence
holders e.g a football club, a specific fund raising activity

Permitted hours
 This refers to hours during which licensed premises may be opened.
 This clears up a substantial number of anomalies as far as the regulations go and
moved the operation of public houses towards a less controlled market
environment.
 Permitted hours are currently:-
i) Weekdays (on licence 5pm-11pm and off-licence 10am-11pm)
ii) Weekends (on licence 2pm-11pm and off-licence 10am-11pm)
 Within these hours, licensees can choose when and for how long they open their
premises.

Exceptions to permitted hours

i) The first 20minutes after the end of permitted hours for consumption only.
ii) The first 30 minutes after the end of permitted hours for those taking table
meals (this is for consumption only).
iii) Residents and their guests (as long as only the resident purchases the alcoholic
beverages)

Extensions to permitted hours

i) Special order of exemption
 Is an extension of the normal permitted hours of on-licensed premises for any
special occasions e.g wedding, buffet dance, dinners and carnivals.
 The duration of the extension is determined by the licensing authority and can
only be determined by references to the order itself.

ii) General order of exemption

Michael mathu PAGE 295

  Extension of the licensing authority sees fit, either a day, several days or
throughout the week.
 This benefits people who e.g might attend a local market at times during which
licensed premises would normally be closed.

iii) Super hour certificate

 A grant by licensing justices, once they are satisfied that the premises are
suitable, of an additional hour to the permitted hours in a restaurant for the sale
and consumption of alcoholic liquor with a table meal.
 The ½ an hour additional drinking up time is still allowed after the additional
hour in a licensed restaurant.

iv) Special hour certificate

 This certificate applies where:-
a) The establishment itself is licensed.
b) A music and dancing licence has been obtained.
c) All or any part of the premises is to be used for ‘live’ music or dancing and
substantial refreshment to both of which the sale of liquor is ancillary.
 The certificate is granted to premises providing the above on regular basis, not on a special
occasion.
 This certificate may be withdrawn or revoked if:-
a) The premises no longer possess music and dancing licence.
b) The certificate has not been used.
c) The certificate is being used for the wrong purposes.
d) The premises have been conducted in a disorderedly or unlawful manner.

Control of licensed premises

 Licensed premises may be classified according to the way in which they are controlled.
 There are two types:-

i) Free house
 A licensed premises that is privately owned and which has no attachment to any particular
supply source.
ii) Tied house
a) Tenanted
 The tenant leases the property from the brewery and is tied to that brewery for the purposes of
beer and perhaps other drinks.
 The tenancy agreement lays down the conditions of operation.

b) Managed
 The brewery owns the property and a manager is paid a salary to run the premises for the
brewery.

Beverages measurements

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  Since 1st January 1195 whisky, gins, vodka and rum must be sold in 25mls or 35 mls or
multiples there of.
 Fortified and aromatised wines are sold in 50 ml tots.

Measure per bottle

Beverage Bottle sizes Metric measure

Spirits 75 cl 30 x 25 ml / 21 x 35 ml
Spirits 70 cl 58 x 25 ml / 20 x 35 ml
Spirits 65 cl 26 x 25 ml / 18 x 35 ml
Vermouths 75 cl 15 x 50 ml
Fortified wines 75 cl 15 x 50 ml
Liqueurs - 25 ml or 35 ml (depending on
bottle size)

Wines

 No specific quantity if wines are sold in sealed containers or bottles.

 Open carafes must be of 25 cl, 50 cl, 75 cl or 175 ml.
 Wine glasses in quantities of 125 ml or 175 ml are used.

Beers or ciders

 May only be sold in quantities of 1/3 pint or ½ pint

 Must be provided in a capacity measure eg. A lined glass or sold through a dispensing meter.

NOTE:-

 10 ml - 1 cl
 1000 ml - 1L
 100 cl - 1L
 10 dl - 1L
 100 ml - 1 dl

TERMINOLOGIES
Cigar cutter - an implement used to cut the tip of cigar before smoking
Corona - a long cigar with straight edges.
Flue - the centre of a cigar through which smoke is drawn.
Humidor - is a wooden box used for the storage of cigars and tobacco.
FABs - this is a term used to describe flavoured alcoholic beverages e.g barcadi
Alcopops - this is term used to describe manufactured flavoured drinks which have had,
alcohol, such as gin added to them.
- also known as alcohol soft drinks and are generally sweet and fruity.
Sake - is strong, slightly sweet form of beer made from rice.
Infusion - to steep in hot water without boiling.
Steep - to soak
Table wines - still wines

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Proof - is a system to indicate the alcoholic content of a beverage.

REFERENCES
1. Julyan Brian (2007), Sales and service for the wine professional, Thomson learning, (2nd
edition), India. (pg 1-147)
2. Casado, Matt A (1994), Food and Beverage Service Manual, John Wiley & Sons.
3. Lillicrap Dennis and Cousin John (2006); Food and Beverage service, Bookpower, (7th
edition), London. (pg106-170,238-266,388-392).
4. Andrews Sudhir (2008); Food and Beverage Management, Tata McGraw-Hill publishing
company Ltd, (1st edition), New Delhi New York. (pg199-301).
5. Verghese Brian (2005); Professional food and beverage service management, Macmillan
limited, India. (Pg 79-121)
6. Anker, Michael (1987); Basic restaurant theory and practice, Longman Group, U.K
7. Beverage training manual; wine masters.

Michael mathu PAGE 298

 8. Beverage training manual; Kenya utalii college

SALES PROMOTION
This selection considers various aspects of sales promotion relevant to food and beverage
operations. Sales promotion is a form of temporary incentives highlighting aspects of a product. It
involves activities designed to promote temporary sales mainly to increase business at slack period.
Sales promotion may be aimed at customer (discounts, special prices during off peaks, free [portions
for parents with children, free bottle of wine for couples e.t.c), distribution channels (incentives to
third parties e.g drivers free meals, free gifts e.t.c) and sales employees (tokens, incentives,
commissions e.t.c). it may either occur at the point of sale or not at the point of sale.

REASONS FOR SALES PROMOTION

Sales promotion is used by operations for a number of reasons as below:-
i. To increase the average spend by customers and thereby increase the sales revenue.

Michael mathu PAGE 299

 ii. To promote a new product e.g new milk shake at a reduced price.
iii. To influence impulse purchasers towards a certain product or range of products.
iv. To help ‘level’ peak activities for the business e.g free glass of wine with meals served at
6.30 pm.
v. To aid as a remainder during long-term advertising campaigns.
vi. To clear slow moving stock.
vii. T o ‘package’ together menu items at an attractive price.
viii. To celebrate a special event e.g the New year, thanksgiving Day dinner e.t.c

Sales promotion is a marketing tool in its own right and should be well planned, monitored and
evaluated.

TYPES OF SALES PROMOTION USED IN FOOD AND BEVERAGE OPERATIONS

There are four types of sales promotion used in food and beverage operations namely:-
i. Through advertising
ii. Through merchandising
iii. Through personal selling
iv. Through public relations
v. Through Franchising

1. ADVERTISING
Advertising has been defined by the American Marketing Association as:-
“ Any paid form of non-personal presentation and promotion of ideas, goods and services by an
identified sponsor”

Its purpose as been defined by the Institute of Practitioners in Advertising (IPA) is:
“To influence a person’s knowledge, attitude and behaviour in such a way as to meet the objectives
of the advertiser.”

Advertising is also defined “as a paid communication by an identified sponsor.” (Hotels food
service marketing by Francis buttler)

Any advertising used has to be carefully planned so as to achieve its objectives as it can cause a lot of
harm. Advertising should have a budget set.
The size of a food services advertising budget is dependent on a number of factors:
i. The nature of the catering operation
ii. The size of operation
iii. The ownership of the catering operation
iv. The number and nature of the market segments being aimed at.
v. The amount of advertising each market segment requires to be adequately
covered.
vi. The type of advertising to be used.
For each food and beverage establishment either big or small, advertising is of paramount
importance.

PURPOSES AND OBJECTIVES OF ADVERTSING

i. To create awareness of the product i.e to make maximum number of customers aware
of the product
ii. To create desire for the product. Customers buy because of the benefit they will get,
therefore advertising should stress on the benefit customers willget.

Michael mathu PAGE 300

 iii. To influence the customers attitudes to the product.
iv. To create brand loyalty. In order to do this, a successful brand image must be created
by the company, so that when customers consider buying a certain type of a meal,
they immediately think of a certain restaurant.
v. To persuade customers to buy.
vi. To persuade customers to visit an operation in preferences to a competitor’s.
vii. To remind customers to buy.
viii. To inform the market about a product.
ix. To provide reassurance about the product.
x. To be ethical. From an ethical point of view, the operation’s advertising must portray
a truthful picture of the establishment.

The major forms of advertising used in food and beverage facilities include:-
i. Direct mail
ii. Press advertising
iii. Broadcasting
iv. Signs and posters
v. Miscellaneous advertising media

DIRECT MAIL
Direct mail involves communicating by post to specified customers; it may be directed at new and
potential customers or to past or well established customers. It involves the direct mailing of
personalized letters, brochures, pamphlets and leaflets.

ADVANTAGES
i. Specific customers can be targeted.
ii. Direct mail is easy to introduce.
iii. The feedback from targeted customers is relatively prompt and easy to
appreciate.
iv. It is a cost-effective method of advertising to specifically targeted groups of
customers with very little ‘wastage’.

DISADVANTAGES
i. The market must be specifically targeted or the mail shots are a complete
waste of money.
ii. The mail must be received, read and acted upon by the specific individual or
group or all prior advertising research has also been a waste.
iii. The production of good-quality mailing literature can be costly.

PRESS ADVERTISING
This is a form of advertising and includes the following:-
i. Newspapers
ii. Magazines
iii. Guides
iv. Trade advertising

BROADCASTING
This involves:-
i. Radio

Michael mathu PAGE 301

 ii. Television
iii. Cinema

SIGND AND POSTERS

Signs and posters advertising a catering facility may be positioned either very close to it or some
distance away. They are used along streets in towns and cities on hoardings, in airport lounges,
railway carriages and the underground subways. External signs on main roads are particularly
important for hotels, restaurant and fast -food drive-in operations that rely heavily on transient trade.

MISCELLANEOUS ADVERTISING MEDIA

This includes other forms of advertising media that may be used in addition to the major channels
discussed above. E.g door-to-door leaflet distribution, leisure centre entrance tickets, theatre
programmes, shop windows e.t.c.

2. MERCHANDISING
This involves point of sale promotion of their facilities using non-personal media. Unlike advertising
it is not a paid form of communication. Once customers are inside a restaurant they have already
made decision as to the type of establishment they wish to eat in; their subsequent decisions are
concerned with what particular aspects of the product they will now choose.
The major types of merchandising that may be employed by a catering operation include the
following:-
i. aromas
ii. Floor stands/bulletins/blackboards
iii. Posters
iv. Directional signs
v. Display cards/bronchures
vi. Displays of food and drinks
vii. Trolleys (sweet,liqueur etc)
viii. Buffets/salad bars, self-service counters, bar displays, flambé work etc
ix. Wall displays
x. Tent cards
xi. Drink coasters and placemats
xii. Clip-ons
xiii. Children’s menu
xiv. Audial
xv. Facia boards and illuminated panels
xvi. Menus, drink and wine lists
xvii. Other customers’ food/drink

3. PERSONAL SELLING
Personal selling is a paid form of promoting a facility on a personal basis. One of the main
characteristics of service industries is the increased contact time between service staff and customers,
and the attitudes and behaviour of an operation’s service employees are important parts of the total
product the customer is buying. The service personnel should have thorough knowledge of all food
and beverage as this is key in advertising the establishment.
Te service staff contributes to the customers perception of value for money, hygiene and cleanliness,
the level of service and the perception of atmosphere that the customer experiences. Within the
context of selling the service staff should be able to:-
i. Detail the food and beverage on offer in an informative way and also in such a
way as to make the product sound interesting and worth having.

Michael mathu PAGE 302

 ii. Use the opportunity to promote specific items or drink while seeking orders from
the customer.
iii. Seek information from the customer in a way that promotes sales.
iv. Use the opportunity for the sale of additional items such as extra garnishes, special
drinks or accompanying drinks.
v. Provide a competent of the items for sale to seek customers views on the
acceptability of i.e food drinks and services.

N/B- Good food and beverage service staff must therefore have a detailed product knowledge, be
technically competent, have well developed social skills to be able to work as part of a team.

4. PUBLIC RELATIONS
Public relations is a communication and information process, either personal or non-personal,
operating within an organization’s internal and external environment. It involves the creation of a
favourable environment in
which an organization can operate to the best of its advantage.

FUNCTIONS OF PUBLIC RELATIONS

Public relation has two main functions:-
ii. It has a problem-solving or trouble-shooting function to deal with any negative
publicity.
 Detrimental newspaper reports and letters to column writers, bad word-of-mouth and radio
news publicity can all have a damaging effect on an operation’s image and sales.
 Through a public relations exercise a company’s desired corporate image can be restored.
iii. It has a forward looking function to creating positive publicity for the organization
and may be used at various stages during the life cycle of the facility.

The organization has to choose the most suitable channels for communicating its messages to
help create the type of environmental climate it feels would be favourable to its own company’s
objectives.
The choice of public relations tools to be used depends largely on the target audience, the
suitability of one media over another and the budget available. They would include:-
a) Press media
 Newspapers, magazines, trade journals, brochures, leaflets, guides, press
conferences, press releases.
b) Broadcasting media
 Television, radio, cinema, promotional videos and cassettes.
c) Community media
 Sponsorship of local events, individuals, companies, exhibitions, talks, free
gifts, samples.

NOTE:- The importance of public relations is the ability to communicate and inform. The public
image, good or bad, of a catering facility is something that develops as a result of the business
activity; however, whether it is advantageous or disadvantageous to the organization can be
influenced by public relations.

5. FRANCHISING

Franchising is the practice of using another firm's successful business model. The word 'franchise' is
of Anglo-French derivation - from franc - meaning free, and is used both as a noun and as a

Michael mathu PAGE 303

(transitive) verb. For the franchisor, the franchise is an alternative to building 'chain stores' to
distribute goods that avoids the investments and liability of a chain. The franchisor's success
depends on the success of the franchisees. The franchisee is said to have a greater incentive than a
direct employee because he or she has a direct stake in the business.

Franchising is a business model in which many different owners share a single brand name. A
parent company allows entrepreneurs to use the company's strategies and trademarks; in
exchange, the franchisee pays an initial fee and royalties based on revenues. The parent company
also provides the franchisee with support, including advertising and training, as part of the
franchising agreement.

Franchising is a faster, cheaper form of expansion than adding company-owned stores, because it
costs the parent company much less when new stores are owned and operated by a third party.

The parent company authorizes the franchisee's use of the company's trademarks (for example,
selling Big Mac's at McDonald's) as part of the franchising agreement. Additionally, the franchisor
provides training and support as well as regional and/or national advertising.

Advantages of the Franchising Model

 Franchisees require less initial capital than independently starting a company and can use
proven successful strategies and trademarks.
 Franchisees are provided with significant amounts of training, not common to most
entrepreneurs.
 The franchisor benefits because it can expand rapidly without having to increase its labor
force and operating costs, using much less capital.
 Franchised stores have a higher margin for the parent company than company-owned stores
because of minimal operating expenses in maintaining franchised stores.

Drawbacks of the Franchising Model

 Franchising stores reduces the amount of control that the parent company has over its
products and service, which may lead store quality to vary greatly from store to store.
 Franchisees must pay a percentage of their revenues to the parent company, reducing their
overall earnings.

References:-

1. Lillicrap Dennis and Cousin John (2006); Food and Beverage service, Bookpower, (7th
edition), London. (pg).

2. Andrews Sudhir (2008); Food and Beverage Management, Tata McGraw-Hill publishing
company Ltd, (1st edition), New Delhi New York. (pg).
3. Davis B. Et all (2004); Food and Beverage management, Butterworth Heinemann, (3rd
edition) U.k. (pg).
4. David Foskett Et all (2003); The Theory of Catering, Bookpower, (10th edition), London.
(pg 392-394).

Michael mathu PAGE 304

 5. Wikipidea ; sales promotion.
6. Wikipidea ; franchising.
7.

FUNCTION CATERING or BANQUETING

Banquet - these are special functions organised for professional, social or state occasions.
 It is usually the largest revenue earning outlet in the food and beverage service department.
 It serves food and beverage to a gathering of people at special function such as weddings,
receptions, cocktail dinners, seminars, conferences and meetings.
 Banquet functions can be held at lunch or dinner time and the pattern of operations may vary
from one kind to another.
Banqueting - this is the service for these functions and is different from the usual service
offered in restaurant.

Michael mathu PAGE 305

  Is the service of food and beverage for special function for specific group of people at
specific times and the food and beverage provided is predetermined.
Banquet menu - this is a specific type of table d’hôte menu offering normally no choice to the
customer.
 It is a fixed menu at a set price offering usually no choice whatsoever to the customers unless
the client informs the caterer in advance of any special guest requirements and is available to
guest at predetermined time.
Function catering- May be described as the service of food and beverages at a specific time and
place, for a given number of people, to an agreed menu and price
 It is found in both the commercial and non-commercial sectors of the catering industry.
 In commercial sectors, function catering could be a specialist organization operating in its
own function facilities or an outdoor catering specialist operating in a vast range of clients’
or rented facilities within the hotel.

 In large establishment, all functions take place within the banqueting suites and are under the
administration control of the banqueting manner.
 In smaller establishment, the functions take place in a room set aside for the purpose of the
function and under the supervision of the manager or assistant manager.
 Casual staffs are mostly used during functions.
 The standard of decor, lighting effects, equipments, and high standards of food and comfort
are preferred by clients.

Out door catering (ODC) - means catering to a given number of people at a venue of their choice
where hotels, restaurants and catering contractors meet this growing demand.
 The type of food and set-up depends entirely on the price agreed upon.

Types of functions
 Banquet functions are normally planned in advance because considerable time is required for
planning and organising a function.
 There are three main types of functions namely:-
i) Professional functions
Example
 Luncheon
 Conferences / seminars
 Meeting (board meeting, press, professional association etc)
 Exhibition (agricultural shows, science congress, art shows, career day etc)
ii) Social functions
Example
 Wedding reception
 Cocktail parties
 Fashion shows
 Dinners etc
iii) State functions
Example
 Dinners eg intra-government and inter-government parties for head of state
 National days etc.
 Can be further classified as of two types:
i) Formal functions eg luncheons, dinners, wedding breakfast etc

Michael mathu PAGE 306

 ii) Informal function or buffet receptions eg cocktail parties, buffet teas, dances,
anniversary parties, conferences etc.

BANQUETING STAFF
 The banquet outlet has its own staffs who work in shifts to cater to these functions.
 The staff consist of the following:-

Banqueting manager

Banquet sales manager secretary

Banquet supervisor (ass. Manager)

Waiter Bar man Wine waiter

Assistant waiter

Casual staff

Porter

Responsibilities of banquet staff

 In large first class establishment, there is usually small permanent staffs dealing with
functions alone.
 This often includes:-
i) Banqueting or conference manager
 He is responsible for entire administration of the banqueting department and he is responsible
for:-
a) He meets the prospective clients; he discusses the arrangement with them concerning
menus, table plans, costs, wines, bands, toast master etc.
b) He communicates or informs all departments concerned the date of the function, the
numbers and any other details that might be applicable to a certain department.

ii) Banquet sales manager or representative

 His main role is to promote the sales of function facility of an establishment and where
necessary to make the initial approaches and contact.
 In summary he is responsible for:-
a) Taking bookings for all function to be held in the hotel
b) Preparing the function prospectus or banquet function contract- this contains all the
details of the proposed function according to guest wishes.
c) Prepares the sales kit or brochures, facts sheet, layouts and proposed menus.
d) Visits potential clients to solicit business.
 He must have an extensive knowledge of room specification, size, light switches, electric
points, heights of doorways, maximum floor loads to aid him or her to respond quickly to any
requests at the initial meeting with a client.
 Must be a person of ideas i.e make suggestions for that function.

Michael mathu PAGE 307

 iii) Administrative office staff or secretary
 He or she must work with the banquet manager and is responsible for:-
a) Handling all incoming or outgoing mails.
b) Ensures that information about a function is passed to the relevant internal
department.
c) Ensures that correct filling (record keeping) of any correspondence is done properly.
d) Should handle all telephone calls (inquiries) and may take provisional booking for
function ensuring that the details are entered in its function booking form.
N/B - booking are made by telephone, letters or personal interview however all inquiries be
confirmed by letter.

iv) Banqueting or function head waiter

a) Is in charge of the function room i.e table layouts and banquet setup.
b) Is responsible for engaging of staff on casual basis to cover the various duties at a
function.

v) Dispense bar staff or barman

 He is responsible for:-
a) The allocation of bar stocks for various functions.
b) For setting up of the bars.
c) Organisation of the bar staff.
d) Control of stock and cash during service.
e) Restocking when a function is completed.

vi) Banqueting head wine waiter or wine waiter

 He works in conjunction with the dispense barman and is responsible for organising and
employing if on a casual basis the banqueting wine waiter.
 He allocates them stations, giving them floats if there are cash wines.
 Discusses the service with the wine waiters.

vii) Permanent service staff or assistant waiter

 They are experienced waiter who can be called upon to do or carry any waiting duty.
 Do most of the mise-en-place before the function e.g laying the tables.
 Their job during service is mostly wine waiting.
 May also help to clear after service is complete.

viii) Casual staff

 Normally report about an hour before function.
 Are allocated stations and given a brief talk on regard to a particular service in a function.
 Paid and dismissed after service.

ix) Porters
 Generally there are 2 to 3 porters on the permanent banqueting staff.
 They are essential members of staff as there is a great deal of heavy work prior to or after
function to be carried out (i.e preparing room layouts).

Michael mathu PAGE 308

BANQUET POLICIES
 Any banquet operation must be guided by well-defined policies.
 These policies set consistency, ethical standards and confidence to a knowledgeable
customer.
 Such policies would include:-
i) The kind of functions that the establishment can cater to.
ii) Price guidelines that are competitive and yet profitable.
 The pricing in the peak season would be more than the off season.
 Similarly weekend prices may vary from weekday prices.
 These need to be laid down as policy to get the best profit yields in a year.
iii) Food cost guidelines.
 Normally 25-30% of total cost, leaving the rest as contributions to
overheads and profits.
iv) Minimum guaranteed guests for a function.
 There has to be a policy to guide the brigade to plan the cooking
quantities.
 Normally they cook ten percent more than the minimum guaranteed
number for any extra guests on the day.
 This minimum guaranteed number sets also the minimum revenue
expected from a function.
v) A policy on hall charges.
 Many hall are free if customers uses food and beverages, this is an
incentive to customers to use the facility
vi) Food and beverage that are served from outside.
 Many banquet halls do not permit this practice as it works against the
objectives of the banquets with kitchen facilities.
 Banquet hall which do not have kitchen facility may permit food from
outside.
 Many banquet hall permit liquor to be brought from outside for which thre
is a ‘corkage’ charge i.e charge for opening each bottle of liquor in the
hall.
vii) Advances and deposits.
 Some commitment for a function must be made as cost of mobilising
resources is so high for a function.
 This enables the establishment to be reasonably sure that the customers’
booking is a committed one.
viii) Cancellation policy.
 This is very vital as it involves money and time commitments.
 Banquet space is a perishable item and any cancellation of a function is
lost revenue for ever.
 The banquet management needs to set a minimum time period before the
function date for cancellation to take place and lay down the penalties for
breaking the contract.
ix) The human resource policy.
 This is crucial.
 Hotels opt to keep a lean banquet staff on regular payroll and temporarily
transfer other staff from other departments when there are few functions.

Michael mathu PAGE 309

FUNCTION ADMINISTRATION
Function sales
 In order to promote the sale of functions, establishment now have banqueting or conferences
sales packages or banquet sales kit.
 The sales coordinator is responsible to prepare a sales kit to show to potential customers.
 This ranges from the very simple to the elaborate and complex depending on the nature of the
establishment.
 The contents included in the packages may be:-
i) Location and contact details of the establishment and staff involved.
ii) A list and description of the type of functions that can be accommodated.
iii) Traffic maps leading to the banquet hall including parking areas.
iv) Examples and costs of set packages e.g for conference delegates (day rates, overnight
rates, meal rates etc).
v) A list of function rooms with their dimensions and capacities e.g room sizes, access
points, maximum weights floor may take, e.t.c.
vi) Plans of the function rooms including layouts of foyers, equipment power points,
ceiling heights, guest toilets, e.t.c.
vii) List of equipments like projection equipments, audio equipment, partitions, screens,
stationery, lecterns, etc. this list should include those equipment provided by suppliers
viii) Provision for disabled visitors.
ix) Room hire charges.
x) Listings and descriptions of the styles of tables and chairs and other equipment.
xi) Charges for additional equipments e.g projector etc.
xii) Availability of dico, resident bands, presenters, masters of ceremony, toast master etc.
xiii) Availability of room decorations, flowers, lighting system etc.
xiv) Choice of meal packages such as a range of set menus, snack menus,
conference lunches, room services etc.
xv) Accommodation facilities and special rates if the banquet is part of a hotel. If not, they
can quote the pre-negotiated rates of a referral hotel.
xvi) Other services e.g car rents, leisure and fitness facilities etc.
xvii) Coloured brochure of the property.
xviii) Standard terms and conditions of booking.

BANQUET BOOKING
 There are three documents to make banquet bookings. These are:-
i) Function book
 This is a control register maintained in the banquet office.
 It records days, times and nature of events in various function rooms.
 It is a reservations dairy to commit dates and venues.
 It is maintained by the banquet manager.
 The objective of all is to maximise banquet space, as space not sold is revenue lost forever.
 Time must be given between functions for clearance of the previous function and the set-up
of the new one if the same hall is used.
Date:24.06.20.. 8 am 9 am 10 am 11 am Noon 1 pm 2 pm 3 pm 4 pm
Rose Room St. Luke lunch
Tulip Room KWFT Conference

Michael mathu PAGE 310

 Ball Room BK ltd luncheon
Meeting room 1 IEBC Board meeting
An illustration of function book

ii) Contract agreement

 A contract of Agreement is signed between the banquet management and the client.
 It specifies the details required to make the function successful.
 A contract may take any format, even a simple letter; what matters is the information covered
in it.

iii) Function sheet

 It is also called a function prospectus.
 It announces a function with details to all relevant departments of the hotel.
 It is copied to the banquet chef; concierge (to announce the function on the day of function on
a Function Board Displayed in the lobby); food controller who gears his team to provide food
and beverage control; accountants who organises cashiers and raises the bill for the function;
housekeeping to include the hall in their cleaning schedules as also to provide flowers if
required; and engineering to provide special equipment like public address systems,
projectors etc.

 After booking is confirmed the following information is recorded:-

i) Name of booking party
ii) Name of person to whom the bill is to be sent to
iii) Nature and type of function
iv) Date of the function
v) Time of the function
vi) Number of people expected and number guaranteed
vii) Food and beverage requirements
viii) Service method
ix) Type of table layout or table plan
x) Mode of payment
xi) Price of the menu per head
xii) Special arrangements such as bands, microphones, ramp, flowers, ice sculpture etc.

BANQUET OR FUNCTION MENUS

 There should be menu for each type of occasion e.g wedding, birthday, state dinner etc and
should be varied and within a wide price range.
 The menu should be well balanced offering vegetarian and non-vegetarian dishes.
 When compiling the menus consider the foods in season so as to cut down on food cost and
the length of courses plus beverage.
 These menus are made of:-
i) Hors-d’oeuvres or appetisers.
ii) Soups or fish.
iii) Meats with a selection of seasonal vegetables or entrees.
iv) Sweet dish or desserts.
v) Beverages.
 Guest may add other courses according to their choice and budget.
 Menu cards should be carefully and attractively designed.

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BANQUET SERVICE
 Service methods in functions may take any of the following forms:-
i) Silver service methods
ii) Plate service methods
iii) Self-service (cafeteria method)
iv) Family service methods
v) Assisted-service (buffet service methods)

 Banquet service methods are determined by:-

i) The host’s wishes.
ii) Equipments available.
iii) Type of function being held.
iv) Time available for service.
v) Skills of the service staff.
vi) Number of guests.
vii) Number of the waiters.
viii) Amount paid for the service.

Service organisation
 There are four approaches to this namely:-
i) Formal or traditional service
 In the formal function, the banqueting headwaiter has to organise his or her staff so that at a
given signal the top (high) table service staff can commence to serve or clearing.
 They are then followed by all the other service staff.
 The banqueting headwaiter will not give any signal to clear a course until all guests have
finished eating.
 Service staff must leave the room in a predetermined order i.e staff with stations furthest from
the service doors should be nearer the top table service staff in the line-up hence when
entering the room, all service staff reach their stations at more or less the same time.
 The waiters serve the meal using an appropriate service method.
 When deciding on the predetermined order, safety of staff and customers must be considered
e.g cross flow of staff and bottle necks in their movement to and from in the room should be
avoided.
 Gangways need to be clear and with enough space.

ii) Wave service

 Used mainly when meals are plated though can be used in silver service.
 It’s a means of saving on staffing for conventional service or speeding up service for plated
systems.
 This method has individual guests on some table being served quickly at one table before the
service on other tables is started.
 Approaches to this method are:-
a) For both plated and silver service, the staffs from two adjacent tables work together to
serve one table completely then move to the next or other table.

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 b) Larger group of service staff work as a team serving one table completely at a time
before moving to the next table. Used majorly for plated foods.

iii) Buffet style service

 In this style, guests approach the buffet at its various service points to select their
requirements course by course.
 Most ancillary items may also be collected if needed at the buffet e.g rolls, butter, sauces,
napkins, tableware etc.
 The clearing staff remove any dirties from the table after the guests have consumed their
meals.
 There are three type of buffet namely:-
a) Finger buffets
 The guests select and consume the food with their fingers.
 The food and beverages may be available at a buffet or on trays that are carried by the
waiters.
 Usually napkins are available on the passed trays too.
 The room is organised to ensure there is ample space for the guest to circulate and that
a number of occasional tables and chairs are placed round the room.

b) Fork buffets
 The guests select foods which are transferred onto plate and they then eat the food
using only a fork.
 In this case, the food should be of such a shape and size that this is easily
accomplished.
 Glass holders are usually available which clip to the side of the plate, in which a wine
glass may be secured.
 Napkins are also available on the buffet.

c) Display buffets
 The guests select their food and then eat at a table.
 Here the guests approach the buffet at its various service points to select their
requirements course by course.
 Most ancillary items may also be collected if needed, at the buffet.
 The table layouts are similar to the standard banquet layouts.
 The clearing of the tables takes place in the same way as for formal banquets.

iv) Carlton club service

 This is an enhancement of plated service.
 It is used for both restaurant table service and for functions.
 Members of staff (waiters) carry two plates from supply point one in each hand with the
hands crossed.
 On reaching the table each member of staff stands between two guests.
 The head waiter gives a service signal and each staff bends forward, uncross the hands and
place the two plates simultaneously in front of two guests, one plate to the left and one to the
right.
 Care must be taken to ensure that the plated foods are placed so that the food items are
consistently in the same position for all guests.

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STATE BANQUET PROCEDURE
 State banquets are distinguished from others because of protocol.
 A state banquet is sponsored by the head of states or other senior diplomatic luminaries.
 The seating has a head table where the host and chief guests sit.
 It is customary for a state banquet to be preceded by a cocktail in a pre-lounge where waiters
and waitresses move around with drinks in silver beverage salvers.
 They also take around capes that are finger-picked items.
 The lounge displays a table seating plan with an alphabetical list of guests with assigned table
numbers and seats.
 Often the invitation card would stipulate the table and seat number, otherwise this is shown in
the seating display as mentioned.
 Great attention is given to the protocol of seating and is done officially by the foreign office.
 At the given hour, the toastmaster who regulates the service procedure announces the lunch
or dinner by ringing a gong or hammering a gavel saying “your excellencies, the dinner is
served”, in a loud and clear voice.
 The toastmaster is a specialised person who conducts the proceedings of a state luncheon or
dinner.
 He coordinates not only the timing of each service but also the speeches and toast.
 The doors of the banquet hall are thrown open and guests are given time to find their tables
and seat.
 The tables would have flagged stands at the centre with table numbers while the covers would
have tent cards displaying the seat number or the guest’s name.
 Each cover at the table is pre-set with the required silver cutlery and the glassware according
to the number of courses. Attractive napkin folding completes the cover set-up.
 At the centre of the table are bread baskets, butter dishes, salt and pepper and low flower
arrangements.
 The toastmaster stands behind the chief host while the banquet supervisor stands opposite
him to receive signals.
 The waiters stand at attention at the allotted tables and help the guests to sit, assisting ladies
first.
 After all the guests are seated, the toastmaster announces the national anthems of both the
countries when all guests.
 After the anthems are over the guests sit. The toastmaster announces the start of the service.
 Timing is important and the banquet supervisor receives the cue from the toastmaster.
 He conveys the signal to start service together.

Summary on order of service for a formal function

i) Dinner announced by the toastmaster (announcer).
ii) Grace (prayer).
iii) Guests seated. Chairs pulled out by the waiter. Serviettes across laps.
iv) If first course is not on the table, proceed to the hotplate to collect first course.
v) Line up as previously mentioned. Top table first.
vi) Serve first course-top table waiters to commence service first.
vii) All food waiters should leave room after each course is served.
viii) Take in first course and lay fish course.
ix) Clear first course and lay fish courses.
x) Take out dirties and collect and collect fish course.
xi) Serve fish course. Leave room taking dirty silvers.

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 xii) Take in meat plates.
xiii) Clear fish course and lay meat plates.
xiv) Take out dirties and collect potato and other vegetable dishes.
xv) Deposit on sideboards on a hotplates.
xvi) Return to hotplate and collect main meat dish.
xvii) Present on each table and serve
xviii) Serve accompanying potatoes and vegetables.
xix) Leave room taking dirty silver.
xx) Continue until end of the meat.

N/B - The headwaiter will control all the food waiters at the hotplate and variations
to this service may be adopted according to the situation.
- The headwaiter also controls the exit from hotplate into the banqueting room.

BANQUET BEVERAGE SERVICE

 Beverages in a function are served from a mobile dispensing bar that can be moved to suit the
layout.
 Beverages must be procured from licensed sources and must be dispensed by a qualified
bartender who knows the local laws.
 Beverage service can be in many ways:-

a) Cash bar
 Guests have to pay for each drink they consume.
 Guests either buy coupons for the value of drinks or pay the cashier for their drinks
who give them a bill acknowledging payment before they can get their drinks from the
bartenders.
 The drink prices are specified in the contracts of Agreement and may be discounted
from regular bar prices.

b) Host bar
 This is where the drink charges are borne by the host who would like to track the
consumption of liquor by the bottle or glass.
 Sometimes a host wishes to put a cap on the number of drinks.
 Coupons with price caps are distributed to the guests who can only consume to that
limit.

c) Open or close bars

 Some hosts permit an open bar which would then make available a large choice of
brands to the guest. Guests are allowed a certain limit of drinks during the function.
 It may also mean either certain number of drinks or the timing e.g open between 7 pm
to 8 pm and thereafter a cash bar.
 Closed bars are those where the host will specify limited brands to control costs.

d) Corkage
 This permits the host to bring his own stock of liquor for the function and he will be
charged corkage fee (a price for each bottle opened).
 The establishment would need to obtain a permit to serve drinks on corkage.

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 e) Wine service
 This is done at sit down dinners where there the sommelier will replenish the wine as
per the guest request.

TABLING OR BANQUET TABLE LAYOUTS

 The type of table plan or layout to be used depends upon the following major factors:-
i) The desires of the guest or organiser’s wishes.
ii) Nature of the function.
iii) Size and shape of room where the function is to be held.
iv) Number of covers required.
v) The type of service to be provided.
 U-or T-shaped table arrangements may be used for smaller type of function.
 For a more formal luncheon or dinner, a top table (high table) and separate table are more
ideal.
Example
Professional
 U-shaped
 T-shaped
 V-shaped
 Square shaped
State function
 E- or Comb shaped
 Fish bone

Illustration of types of layouts used for functions

T-Shape E- or Comb shape

Table seating plans

 It is common now for table seating plans to be produced in two main ways:-
i) An alphabetical list of the people attending, giving an indication of the table, or
location on sprig, where the person has been seated.
ii) A listing of the people attending by table, showing all the people seated on a particular
table or section of a sprig.
N/B -
 Before the function three copies of each of the two-table seating plans are made.

Michael mathu PAGE 316

  These go to:-
i) The organiser - checks all the necessary arrangements.
ii) The guests - place at a prominent place for guest to see where they
are supposed to seat.
iii) The banqueting manager- for references purposes.
 Before various table plans can be shown to the organisers when a function is being booked,
careful consideration must be given to spacing, that is:-
i) Width of covers
ii) Gangways
iii) Size of chairs
 This is to allow a reasonable comfortable seating space for each guest and at the same time, to
give the waiter sufficient room for the service of meal.
 The gangway space should also allow two waiters to pass each other without any accident
occurring.

General consideration for banqueting table spacing

 The general consideration are:-
i) Minimum space between sprigs should be 2m 6 ft).
 This is made up of two chairs each of 46 cm width plus a gangway of 1 m
( i.e 46 x2 =92 cm + 1 m = 192 cm apx. 2 m)
ii) Table widths are approximately 75 cm (2 ft 6 in).
iii) The length along the table per cover should be 50-60 cm (20-24 in).
iv) The space from the wall to the edge of the table should be a minimum of 1.4 m
 This is made up of 1 m gangway plus one chair width of 46 cm.
v) The height of the chair from the ground is approximately 46-50 cm and this varies with
design style of chair.
vi) The length of table used is generally 2 m.
vii) Round tables are 1.0, 1.5, or 2 m in diameter.
viii) Suggested area allowance for sit down function per person is appr. 1.0-1.4 m2; for
buffets the allowance is 1m2.

MODES OF ADDRESS
 In the restaurant or banqueting context it will often be necessary to address titled guests on
their reception or at table and the proper form must be used.
 This will vary according to their rank, in the case of academic or clerical titles, their degree,
or office held.
 The title itself will normally be used on place cards or by a master of ceremonies, on
introducing the guests, in a formal banqueting situation.

Title Mode of Address

Royalty
 H M The Queen Your Majesty then Ma’am
 H M The Queen Mother Your Majesty then Ma’am
 Duke of Edinburgh
 Princes, Princesses Your Royal Highness then Sir or Madam
 Duke & Duchesses of
Royal Blood

Michael mathu PAGE 317

 Peerage
 Duke & Duchesses Your Grace
 Marquess & Marchioness Lord or Lady..........
 Earls & Countesses Lord or Lady..........
 Viscounts & Viscountesses Lord or Lady..........
 Barons & Baronesses Lord or Lady..........
 Baronet Sir (Christian name)
 Baronet’s wife Lady (Surname)
 Knight & wife as for Baronet & wife
 Dame Dame (Christian name)
Government Service
 Ambassadors Your Excellency or Sir
 High commissioners Your Excellency or Sir
 Cabinet minister Minister/Sir or Madam
 Privy Councillor Minister/Sir or Madam
Clerical
 The Pope Your Holiness
 Archbishop Your Grace
 Bishop My Lord or Your Lordship
 Dean Mr Dean
 Canon Canon......
 Vicar/Rector Vicar or Rector or Mr......
 Catholic Priest Father.....
 Rabbi Rabbi.....
Service
 Rank Rank..... or Sir
Civil
 Lord Chief Justice If a peer, address accordingly otherwise
My Lord or Your Lordship
 High Court Judge My Lord or Your Lordship
 County or Crown Court Judges Judge or Judge..... or Sir
 Aldermen Mr Alderman or Mrs Alderman
 Lord Mayors & Lady Mayoresses My Lord/My Lady or Mr Mayor/Your Worship
 Councillor Councillor...... or Sir or Madam
 Citizen Sir or Mr.....
 Citizen’s wife Madam..... or Mrs.......
 Citizen’s son (young) Master........ (with Christian name or Surname)
 Citizen’s daughter Miss.....
Academic
 Professor Professor.......
 Doctor Doctor.........

WEDDING FUNCTIONS
 A wedding is the ceremony in which two people are united in marriage or a similar
institution.

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  Wedding traditions and customs vary greatly between cultures, ethnic groups, religion,
countries and social classes.
 Most wedding ceremonies involve exchange of wedding vows by the couple, presentation of
a gift (offering, rings, symbolic items, flowers, money) and a public proclamation of marriage
by an authority figure or leader.
 A wedding reception is a party held after the completion of a marriage ceremony.
 It is held as a hospitality for those who have attended the wedding, hence the name reception.

Organising the function

 At the initial meeting between the clients and banqueting manager to arrange a wedding
function, the same procedures as for banquet are followed.
 The requirement of the client will depend on:-
i) The type of wedding
ii) The number of guests attending
iii) The cost per head to be paid
iv) Requirement concerning cake stand and knife
v) Whether a room will be required for the bride and bridegroom (to change prior to
honeymoon)
vi) Whether wedding presents will be displayed and what space is required
vii) Whether the service of photographer will be required
 The menu is usually printed in silver together with the names of the couple and the date as
they are kept as souvenirs.
 If wedding is a sit down, remember to consider for spacing of tables, covers, gangways and
service and cutting of the cake will be done at the end of the meal after the coffee and will be
followed by any necessary toast.
 Seating plan for wedding breakfast may include U-shape, top table and sprigs, top table and
round star shapes etc.

Types of wedding functions

 Wedding functions are usually of two main types:-
i) Wedding breakfast (banquet)
 When the wedding breakfast is to be a formal banquet then details of function organisation
will apply.
 This includes the same considerations for:-
a) Seating arrangement
b) Table plans
c) Table layouts
d) Clothing up
e) Service organisation
f) Staff organisation
g) Order of service
 The customary toast will need to organise the cutting of the wedding cake at the end of the
meal.

ii) Wedding reception (buffet)

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  The buffet reception should be placed in a such a position that it is on view to all the guests as
they enter the room, but within access of the service doors for ease of cleaning and re-
stocking.
 The buffet should be clothed up so that the buffet cloth reaches within 1.3 cm off the floor
and both ends should be boxed neatly.
 Adequate room should be left between the buffet and wall to allow two people to pass and for
extra supplies and equipment required.
 The buffet may be split in to three sections namely:-
a) Service of food
 The food should be presented appetisingly and attractively on the buffet.
 The cutlery, flatware and chinaware required should be placed conveniently near the
service point in a decorative manner.
 Food for replenishing the buffet must be nearby.
 The centre of the buffet may be raised in order to show off the buffet dishes to greater
effect.

b) Service of tea and coffee

 The section set up for the service of beverages should have all the relevant equipments
nearby.
 The service of beverage should take place after the toasts have been completed.

c) Service of alcoholic and non-alcoholic drinks

 The section set for this should have all the correct glasses for the drinks to be served.
 Ice buckets for the white, sparkling and rose wine to be chilled.
 All ancillary equipments required for mixing drinks and cocktail should be availed to
give the correct form of service.
N/B
 It is advisable for the drinks section to be set up as a separate service point away from the
main buffet to improve efficient of the service to the guest.

The wedding cake

 May be used as a separate focal point away from the buffet and should be placed upon its
stand with a knife on a special table clothed up for the purpose.
 Must be in full view to everyone in the room.
 Bride’s and bridegrooms bouquets are often placed on the table around the base of the
wedding cake, together with any telegrams of congratulation that are read out by the best man
or toastmaster.

OUTDOOR CATERING (OFF PREMISES CATERING)

 Outdoor catering is a banquet service at external sites
 This means catering to a large number of people at a venue of their choice.
 People choose outdoor catering to personalise an occasion.
 All social, professional or state functions can have outdoor catering at their own premises.

Michael mathu PAGE 320

  The banqueting procedures remain the same.

Problems of outdoor catering (Challenges)

i) It demands a lot of organization
 Each outside catering is different so it demands a lot of organization for the
particular catering.

ii) Inability to estimate demand accurately

 The numbers to serve in an outdoor catering are never constant; the caterer may
not be told the clear truth by the host hence running short or excess of food.
iii) It is prone to many loses and breakages
 Staffs employed for these functions are the casual staff and for it being away from
the premise, little care is taken.
iv) Keeping food hot and cold
 Keeping food hot and desserts chilled at the time of service is a challenge.
 This requires carrying solid fuels for heating chaffing dishes and gas cylinders
stoves to heat and cook food.
 Chilled food will require ice boxes
 The establishment may have mobile holding cabinets both refrigerated and hot to
maintain food temperatures before service.
 Service is a challenge in extreme weathers in open-air.
v) Transportation cost
 Most hosts prefer to have the food cooked at the banquet facility itself as they
have the resources to ensure the standards of cooking.
 This poses a challenge on the transportation of food to venue.
 The food has to be kept fresh, warm, stored in safe containers to avoid spillage
during transportation and covered well from dust, insects and other contaminants.
 Transport should be large enough to carry folding tables, folding chairs, chaffing
dishes, crockery, cutlery, glassware and service platters, each packed well to avoid
breakages and damage.
vi) Possibility of forgetting items
 Once items are forgotten it may be hard or impossible to go back for them or
rectify errors, especially if the distances are part apart.
 The caterer may be forced to do with what he or she has hence affecting the
success of the function.
vii) Lack of essential facilities
 Lack of essential facilities such as water, electricity in the vicinity may hamper the
work of a caterer who may be forced to fetch water from far or do away with
electricity that may lack in the field.
viii) Acts of God
 The weather influences on the functions such as Rain or even strong heat which
may even affect the temperatures of food, proves a big problem in outdoor
catering.

NOTE

For effective function, the caterer should have a check list

Checklist
 This is a list of all possible items that may be required by the function organiser or
the host.

Michael mathu PAGE 321

  It helps the caterer to remember all the details that pertains to the function so that
nothing is left to chance.

REFERENCES
1. Lillicrap Dennis and Cousin John (2006); Food and Beverage service, Bookpower, (7th
edition), London. (pg 357-385).
2. Andrews Sudhir (2008); Food and Beverage Management, Tata McGraw-Hill publishing
company Ltd, (1st edition), New Delhi New York. (Pg305-326).

Michael mathu PAGE 322

 3. Andrews Sudhir (1980); Food and Beverage Service training manual, Tata McGraw-Hill
publishing company Ltd, (1st edition), New Delhi New York. (pg165-170).
4. Verghese Brian (2005); Professional food and beverage service management, Macmillan
limited, India. (Pg 10,15-18,29-30)
5. Anker, Michael (1987); Basic restaurant theory and practice, Longman Group, U.K
(pg 246-248)
6. Davis B. Et all (2004); Food and Beverage management, Butterworth Heinemann, (3rd
edition) U.k. (pg8-9).
7.

Michael mathu PAGE 323