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FOOD & BEVERAGE

SERVICE

DHM 2414

NAME :

MATRIC NO. :

TOPIC 1: INTRODUCTION TO FOOD & BEVERAGE

1.1 INTRODUCTION

Eating is one of life’s pleasure and pride – so is cooking and serving good food to others. A restaurant is a commercial outfit which specializes in the preparation of quality food and to serve them to satisfy the customer’s demands.

The term restaurant (from the French word restaurer, to restore) first appeared in the 16th century, meaning "a food which restores", and referred specifically to a rich, highly flavored soup.

Food and beverage service is the service of food made in the kitchen and drinks prepared in the bar to the customers (guest) at the food and beverage premises, which can be restaurants, bars, hotels, airlines, cruise ships, trains, companies, schools, colleges, hospitals, prisons, takeaway, etc.

1.2 CLASSIFICATION OF THE RESTAURANT

Restaurants can be classified by whether they provide places to sit, whether they are served by wait-staff and the quality of the service, the formal atmosphere, and the price range. Restaurants are generally classified into three groups:

1. Quick Service - Also known as fast-food restaurants. They offer limited menus that are prepared quickly. They usually have drive-thru windows and take-out. They may also be self-service outfits.
2. Mid-scale - They offer full meals at a medium price that customers perceive as "good value." They can be of full service, buffets or limited service with customers ordering at the counter and having their food brought to them or self- service.
3. Upscale - Offer high quality cuisine at a high end price. They offer full service and have a high quality of ambience.

7. Fine dining restaurants  Usually have a suitable comfortable or impressive ambience for the fine cuisine on offer.  Service staff are expected not only to be discreetly professional in what they do but also to be high skilled and knowledgeable.
8. Fast food restaurant  Fast-food restaurants emphasize speed of service and low cost over all other considerations.  Customer is expected to eat the food directly from the disposable container it was served in using their fingers.  Offer dine-in and take away  There are various types of fast-food restaurant:  One collects food from a counter and pays, then sits down and starts eating (as in a self-service restaurant or cafeteria); sub-varieties:  One collects ready portions  One serves oneself from container  One is served at the counter  A special procedure is that one first pays at the cash desk, collects a coupon and then goes to the food counter, where one gets the food in exchange for the coupon.  One orders at the counter; after preparation the food is brought to one's table; paying may be on ordering or after eating.  A drive-through is a type of fast-food restaurant without seating; diners receive their food in their cars and drive away to eat.
9. Family restaurant  "Family style restaurants" are restaurants that have a fixed menu and fixed price, usually with diners seated at a communal table such as on bench seats.

1.4 THE MEAL EXPERIENCE

1.4.1 Factor that effect the meal experience

Factors Description Food and drink Range of food and drink on offer; type and variety; availability of special items; quality Level of service Method of service; speed of service; reliability; booking facility; acceptance of credit card Level of cleanliness and hygiene

Cleanliness and hygiene of equipment, premises and staff

Value for money/price

Perceptions in the customer’s mind of the value of the product (not just the food and drink) related to the price one is prepared to pay at the time Atmosphere A fairly intangible concept but contributed to by aspects such as décor, lighting, heating, furnishing, acoustics, other customers and the attitude of staff

1.5 FOOD AND BEVERAGE SERVICE METHOD

1.5.1 The service of food and beverage may be carried out in many ways depending on the following factors:

 Type of establishment  Time available for the meal  Type of menu presented  Type of customer to be served  Turnover of customer expected  Cost of the meal served

1.5.3 Food and Beverage service personnel

1.6 DUTIES AND RESPONSIBLITIES OF RESTAURANT STAFF

1.6.1 Food and Beverage Manager  Responsible for the success of the food and beverage operations from a business point of view.  Responsible for such matters as compiling the menu (in consultation with the kitchen staff).  Make sure the required profit margins are achieved, purchasing food and beverage items and deciding portion sizes and staff recruitment and training.  Involve all planning associated with each event.

1.6.2 Restaurant Manager  Responsible for the work of the staff within that restaurant and for seeing that the policies of the Food and Beverage Manager are carried out.  Responsible for staff duty rosters

F&B Manager

Restaurant Manager

Head Waiter

Station Head Waiter

Waiter

Wine Waiter

1.6.3 Head Waiter/Supervisor  Overall charge of the staff team and is responsible for seeing that all the pre- preparation duties necessary for service.  To follow and complete any instructions given to you by your Senior Head waiter or any senior member of staff.  Responsible for all the service staff in the restaurant and for seeing that all the operation, service and clearing work is efficiently carried out.

1.6.4 Station Head Waiter/section supervisor  Responsible for the service of a station or group of tables. He or she takes the orders and carries out the service at the tables of the station.  Each station may have its own workstation or sideboard (waiter’s station)

1.6.5 Waiter

 Suggests food and beverages to be well versed with the menu, method of preparation and accompaniments.  Cleans and polishes Glassware, China ware, hollowware and flatware.  Maintains cleanliness and mise-en-place level at working station and service pantry for smooth operation.  Replenishes supply of linen and other Operating equipment.  Obtains requested items from the storeroom.  Keeps general appearance and maintenance of restaurant working areas.  Follows correct sequence of service outlined in the Standard Operating Manual.  Sets up tables in accordance with Restaurant policy.  Cleans and removes dishes from the table after service is completed.  Transports soiled dishes from dining room to kitchen and depositing them in proper placing at the Steward area.  Cleans all spillage during mealtime and at closing.  Maintains excellent grooming standard at all times.

1.6.6 Wine Waiter  The wine waiter is a specialist, responsible for the service of all alcoholic drinks to the tables. He or she must, of course, have a thorough knowledge of the wines on the establishment’s wine list and be able to recommend wines suitable to accompany the various menu items.

1.7.9 Loyalty  Staff’s obligations and loyalty are firstly to the establishment.

1.7.10 Conduct  Follow the rules and regulations of an establishment and respect to all senior members of staff.

1.7.11 Sales ability  Must have a complete knowledge of all forms of food and drink and their correct service.

1.7.12 Customer satisfaction  Must see that the guests are completely satisfied, example because of the warm and friendly atmosphere and the team spirit amongst the waiting staff.

1.7.13 Complaints  Should a pleasant manner, showing courtesy and tact and even temper and good humor and never displeasure even deal with difficult things.

1.7.14 Contribution to the team  Should work as a team within and between departments.

1.8 ATTITUDE ERRORS

i. Standing around doing nothing ii. Speaking foreign language in front of the guests iii. Using poor grammar when addressing a guest iv. Pointing in the dining room v. Interrupting another staff member vi. Lack of eye contact vii. Talking to order pad viii. Pointing each guests with a pen ix. Placing a tray on the table x. Not really listening when spoken to xi. Failure to make suggestion or recommendations xii. Clearing plate without permission xiii. Personal conversation loud enough for guests to hear xiv. Flirting to the guests xv. Ignoring and thanking guests as they leave

10 Vegetables (legumes)

Apart from vegetables served with the Releve or Roast course but certain vegetables may be served as a separate course (asparagus or artichokes). 11 Salad (salade) Often refer to small plate of salad that is taken after a main course or course and is quite often simply a green salad and dressing. 12 Cold buffet (buffet froid)

Includes a variety of cold meats and fish, cheese and egg items together with a range of salads and dressing. 13 Cheese (fromage) Includes the range of cheeses and various accompaniments including biscuits, breads, celery, grapes and apples. 14 Sweets (entremets)

Refers to both hot and cold puddings.

15 Savoury (savoureux)

Such as pastry or savoury suffles.

16 Fruit (dessert) Fresh fruit, nuts and sometimes candied fruits. 17 Beverage(s) Traditionally refer to coffee but nowadays include tea, chocolate and etc. Beverage is only additional on menu since it not counts as a course.

2.2 THE STRUCTURE OF MENU

Menus are laid out so that the different courses appear in the order in which they would normally be served.

1 Appetizer or starter Designed to stimulate rather than satisfy the appetite. 2 Soups (potages) Include all soups, both hot and cold.

3 Entree Generally small and usually served when the maincourse is seafood.

4 Main course The most substantial course of the meal. 5 Dessert The sweet course at the end of a meal.

6 Beverage(s) Include all type of drinks. Beverage is only additionalon menu since it not counts as a course.

2.3 TYPES OF MENU

In a restaurant, there are two different types of menus which are differentiated by the manner in which they are served and priced. A menu may be a la carte or table d'hôte.

2.3.1 A La Carte Menu

 An “ A La Carte Menu ”, is a multiple choice menu, with each dish priced separately.  One item, one price.  In an a la carte menu all items are order to cook.  There may be longer waiting times as some dishes are cooked or finished to order.

Figure 2.1 Example of a’la carte menu

2.3.3 Fixed price menu (prix fixed)

 A fixed price menu is one which offers set items (one for each course) pre-arranged by the host.  Set menus are used for function, weddings and banquets.

2.3.4 Carte du jour  Means ‘card of the day’.  It offers choices available for a particular day only.

2.3.5 Cycle menu  Group of menus which are rotated on a set cycle.  Usually used in the institutional sector of the industry, for example hospitals and schools.  Menus should be designed to a seven-day cycle.

2.4 INFLUENCES ON THE MENU

Modern day menus are the result of a combination of a number of factors. Menu content is continually being influenced by food trends and fashions. There has also been a great influence on cooking ingredients and methods. Additionally customer demand is being affected by a greater understanding of:

1. Health and eating  Consumers are looking availability of choices which will enable them to achieve a balanced diet and requiring more specific information on methods of cooking.  A variety of medical conditions including allergies were generally understood.

TOPIC 3: FOOD AND BEVERAGE SERVICE AREAS

AND EQUIPMENT

3.1 DESIGN AND PURCHASING FACTORS

The choice of furniture and its placing, linen, tableware, small equipment and glassware will be determined by considering:

 Flexibility of use  Type of service being offered  Type of customer  Design  Color

3.2 SERVICE AREA

The service areas are some of the busiest units of a foodservice establishment, especially over the service periods. It is most important that department heads to ensure that all staff knows exactly what their duties are and how to carry them out efficiently and quickly.

3.2.1 Silver room or plate room  The silver room holds the stock of silver required for the service of meals. The various types of silver are kept here on labelled shelves, with all the service plates of one size stacked together. Cutlery, flatware, hollowware and other smaller items are usually stored in drawers lined with baize, as this helps to reduce noise, slipping and scratching.

 Durability  Cost and funds available  Replacements  Storage  Shape

3.2.2 Wash-up

 At the service time especially, the wash-up area is one of the busiest sections. It must be correctly sited to allow a smooth flow of work, promoting a fast turnover and efficient service. There are three methods of washing:

Manual (tank)

Soiled ware washed by hand or brush machine

Semi-automatic

Soiled ware loaded manually into dishwashing machine by operators.

Automatic conveyer

Soiled ware loaded in baskets, mounted on a conveyer by operators for automatic transportation through a dishwashing machine.