FOOD AND BEVERAGE SERVICE

INTRODUCTION
FOOD: This is anything edible raw or cooked and it`s not hamful to the hyuman body.
BEVERAGES
This means drinks or eat any food taken in liquid form. foods and beverageses is a subject or
study that deals with training students as a profession on how to give good service to customers.
in the hostel and catering industry, the trainee or students must be keen ambitiouscre interest,
pleasant way of behaviors and ability to accept changes.
As an individual a trainee (waiter or waitress) shows his or her skill infont of the quests or
customers by giving the required profession service.
as a catering student, there are many chances of jobs or places where are can work.
PLACES OR JOBSWHERE CATERING STUDENTS CAN WORK
1. HOTEL AND INSTITUTIONAL CATERING
These can include Hotels,schools, or institution, Universities. etc
2. T.P CATERING eg on trays, air crafts, trains, buses etc
3. OUT DOOR CATERING
this involues cooking food and selling it from one place to another eg on weddings,
parties. This also means outside catering.
WELFARE CATERING
this include only places like hospitals, prison, babies homes, etc.
INDUSTRAL CATERING
Industries e.g. Mukwano
FOOD AND DEVELOPMENT SERVES TO CUSTOMERS
A customer is anybody, person or organization who is in need of our serve.
Food and beverage serves customer are divided into 3 groups
Those who are able and can afford it out.

Those who have limited choice of where to eat those who have no choice where to eat
and possibly what to eat.
DETERMINANTS FOR CUSTOMERS CHOICE
What are the determinants for customers?
Time available to customers
How much money the customer is will to spend?
The type of environment the customer wants
The time of the day e.g. many restaurants open for limited hours.
The type of food the customer wants
The type of service quality
Familiarity or personal recommendation
T.p costs
EXPECTATION OF FOOD AND BEVERAGE SERVICE CUSTOMERS
When the customers are eating out (away from home) they expect many things but of
major ones are:
1. The quality of food
when customers go to restaurants they will expect good quality foods and these include
where it`s prepared cooked how it taste and looks hot food served hot and cold foods
served cold.
2. Value for money
Whether it is a high class place or small the guest expect to get services that are equal
to their money.
3. Pleasant environment
customers also expect to find a nice environment in place where they go to eat out.
the quality of service
Food and beverage service customer expect a certain level of service also this will
depend on the price a day.
they expect efficiently, friendly and welcoming but not too familiar staff.
WAITER
Is a male person engaged in the service of food and beverage for customers?
The waiter or waitress, one has to attain certain standards because you create an
impression to the guest and also help the hotel in achieving standards.
QUALITIES OF A WAITER
1. Personal hygiene is important as waiter and waitress are constantly handling food
and working near guests.

staffs should be fresh all the time, keep nails clean and short.
use the nail varnish is not allowed, nail bitting etc.
hair must be clean, well groomed, short and should not be touched or combed in
the restaurant
cuts and burns soar should be covered with water proof dressings.
spitting should not occur in public
correct uniform must be worn while on duty, clean and ironed.
she should be welpolised and confortable.
srong perfumes are not rcommanded miled ones can be used.
2. knowledge pf food and drinks
waiters and waitress should have enough knowledge on food and drinks in the
establishment and their service in order to advise guests where need be.
3. punctuality
waiters should be at their work station early enough be services begin, do their
mis-en-place and show interest to their job.
4. local knowledge
In the interest of the guest the waiter should have some knowledge about the area
where she or he is working eg on shopping, entainment.
personality
he or she must be tactiful, courteous and of over temper, must otalk in a pleasant
way and never argue with guests.
good attitude to quest
waiter or waitress should have a correct approach or attitude when dealing with
guests.
good money
customers would be happy if the quests understand their guest`s preferences and
wishes.
Honestly
waiter must be reliable to management who depend on them before guests and
complete all tasks.
clear speech
the waiters voice and tone should be clear, audible and heard by the guest.
good handwriting
they have great skills but will need to write orders.
WHAT MANAGENT EXPRECTS FROM WAITER OR WAITRESS
Conduct
1. Its conduct should be acceptable at all times.
2. punctuality

water dare expected by management to be at do the necessary preparations.

3. Appearance
waiters and waitresses and maintain or show high standards because first
impression matters a lot in increasing and reducing customers.
4. selling ability
since waiter and waitress work in front of the house (window shop)
management expects them to be able to sell products.
5. presentation of food and drinks
waiters should be with good skills in order not to sport the presentation of
food by the skilled chief.
FOOD AND BEVERAGE SERVICE AREA
There are many food and beverage service area each providing a service and
aimed at attracting a certain group of the people.
1. first class/luxury hotels
These have serval restaurant open to both resident and non-resident guest,
party facilities grill room is responsible for non resident guest where there is
no live music but offers very relaxed environment
2. First class licensed hotels restaurant
They are good restaurants catering offering bother a al`center and table
dhtel menus and are fully licensed. They also have private duties to cater for function.
4. medium class licensed hotels
These are restaurants to cater for both residents and non residents they also have a
5.

small brigade of waiters who in many cases work a straight shift.

Department stores
These are normally headed by a manager or a straight shift from 8:00am-11:00pm or

to cover the service of morning tea, lunch or afternoon tea.

6. Night clubs
These after expensive and a variety of alcoholic and non- alcoholic beverages with a full
brigade of waiters. They also offer music and dancing.

7. sacks and milk bars

all equipments required for service are put behind service counter and customers
order and receive or food from the service counter.
FOOD AND BEVERAGES SERVICE STAFF
These are people or personals who work in the food and beverage service
department.
1. food and beverage service manager
He is the head of the department and also he is responsible for it.
(Over all responsibility)
He ensures quantity in relation to price.
He achieves profits in the department
He is responsible for employing and dismissing
2. The restaurant manager.
He is the second to the food and beverage manager and he has the following
points:
Setting standards for the restaurant
Responsible for any staff training
Makes duty rotors
3. reception head waiter
He acts as the assistant (supervises) to the restaurant manager. His duties are;
Responsible for greeting guest on arrival
responsible for booking and keeping dairy up to date
has wide knowledge of the food and beverages.
acts as the restaurant manager in his absence
4. headwaiter (matter de hotel)
and the reception head waiter
Supervises waiters
5. station head waiter
In big hotels or restaurants a station head waiter is in charge of a number of
stations.
6. waiter(chef de rang)
Should have experience and should be able to carry out the work of the stations.
7. Assistant waiter (ommis de rang)
He is under the supervision of the waiter and mainly carries or fetches dear after
meals.
8. trainee (de`barassuer)

i.
ii.

he`s a learner
He keeps side boards clean and we or stock with requirements needed a

service.
iii.
Help in polishing and legging tables.
9. The lounge waiter (chef de` tage)
He deals with for lounge service e.g. morning tea or coffee, afternoon tea, ape riffs,
etc
10. the floor waiter (chef de` tage)
He is responsible for skiing food and beverages on a particular floor
11. (sommelies) wine waiter
He is charge of wine service
he has a wide knowledge of the service and all beverages
12. Banqueting staff
these are staff in the food Beverages department who deals with special functios in
the Hotel.
PREPARATION AND DUTIES
misen-place
This is a traditional word used to mean all preparations done in a dvance before a
major activity. It also means preparing yourself in a dvance.
Merits of mis-en-place
Minimizes rashing during bazz hrs.
it reduces panic because you will have prepared in a chance.
It helps to avoid unnecessary accidents
It also reflects on how professional one n.
Contributes to good results.
It saves time.
Duties
These are activates or tasks to be carried out or done. in traditional restaurants
there are duties to be carried out on a daily basis.
DAILY DUTIES IN RESTAURANTS
1. Head waiter
a. cheeks the booking daily is booking
b. makes sitting plan youre the day
c. goes through the menu with waiters
d. checks at all duties are covered
2. Restaurant cleaning

This involues cleaning of reception area

Hooving and brushing the surrounding, polishing doors and glasses, employing
waste binash trays, etc.
linen
Is a duty inoluingcollecting lined from the bee keeping department folding

3.

spear linen for keeps in the linen the baskets and folding napkins?
4. Hot plate or warmers
This involves switching and putting in all items as required by of menus. The
plate must be thoroughly clean and make sure doors are closed before switching it
on.
5. Silver
this includes all silver items e.g electric heater (water heater trolleds, ash trays,
etc and all must be cleaned daily.
6. Accompanments this include iterms like tomato sauce, chilli required for
ervices and must be gathered and cleaned.
7. side board
This is the waiter cupboard in the restaurant everything in the side board
should be well cleaned and arranged you use.
Some items found in the side board
a. Cutlery and flat ware (assort)
b. Soup and sauce ladles service salves, vegetable dishes
soup and sauce boards etc.
c. Assorted china e.g. dinner, plates, cups, etc.
d. Menu cards, check pads, etc these are used by waiters in writing orders.
8. Dispense bar
This is a bar in a restaurant to dispense (issue out beverages ) it should be cleaned
polishing glass and the bar counter and re-stocking it with items sold.
9. still room

This is a room responsible you dry foods eg tossed bread, cimelba, teas, etc
and should be lean and arranged.
10. miscellaneous
This involutes preparing and lying out, caring trolleys hones d`ovenue trolleys,
polishing side plates and other items required you service.
DUTIES DONE AT THE END OF THE SERVICES
The head waiter has to supervise the cleaning up of the restaurant after service.
These duties include;
1. Cleaning of the cold buffet. The cold buffed is a table in the centre of
2.
3.
4.
5.

the restaurant where cold dishes are displayed.

Collect lined both clean and dirty.
Switch off the hot place.
Return all sliver and catering, trolleys in silver store.
Collect all salt paper cuie its and accompaniments and return them to

their storage place.

6. Check side board clear all dirty items
7. Clear the bar the bar clean all used equipments
8. empty it and clean all used equipments, coffee pots, trolleys and put
them in their correct place.
DUTY ROTA (ROASTER)
This defines the type of work to be done the date or day and the people
to carryout of work. it `s a time table for work with all the staff to do
the work on specific days.
Merit of a duty rota it ensure at all duties are covered for good service
allows every member of the staff to have a change to carry out each
duty in time.
it also reduce boreom and monolony of tasks it also enables a clear and
efficient way of carrying out duties.

`Examples of a duty Rota (10days)

RESTAURANT PRESENTATION DEPARTMENT

This involve the general set up of the restaurants including the furnishing
(equipment the restaurant with all its needs) color etc.
the restaurant presentation is of a great importance because of the guests first
impression which reduce or increase the quest stand over.
DETERMINANTS FOR RESTURANT PRESENTATION
1. Funds available
2. The type of guests expected
3. the location of the restaurant
4. the layout of the food and beverage service area
5. the type of service offered

LIGHTING COLOURAND DECORATION

T his involutes the lights, painting design, different ligting should feature
during special functions e.g carbrots and it is a duty of the cartare to choose
the type of lighting that will attract as many as possible.
PURPOSE OF LIGHTS
light on sellingshould indicate to the guest the dimensions of the room.
lights should different between dark and light area.
light should show special areas eg buff etcs and counters
DETERMINANTS FOR THE CHOICE OF COLOUR

The type of food service area

The type of service offered
The type of guests expected
The restaurant surroundings

Note color contributes to the feeling of cleanliness and will help to make
the environment more attractive.
FURNITTURE
These are equipments in the restaurant or in the dinning room e.g. chairs
tables, cupboards, etc furniture must be chosen according to the hotel and
this has the influence on the over all atmosphere and appearance of the
restaurant. Future therefore needs careful selection and arrangement to
impress.

SOURCES OF RESAURANT FURNITURE

Wood this is the common nit is strong and resists wear and stains.
metal/Aluminium/steel
This is light and easy to clean. It is also cheap.
Plastic or Formica
these are mainly in canteens and are easy to clean.
FACTOR TO CONSIDER WHEN BUYING RESTAURANT
FURNITURE OR OTHER EQUIPMENT
Colour
It should match with the colour of the restaurant
Flexibility
1.
2.
3.
4.
5.

It should be movable from one place to another

The design of the dining room the type of the dining room.
The type of guest expected
Durability of it should be of high quality
Ease of maintenance it should behave spare parts and easily stored

to occupy small space

6. Type of service
7. Funds available for round square
8. Effects of the quests
9. The rate of breakage eg china
10. Storage facilities available
CHAIRS
From the serving point of view a chair style leg to obstruct to ether
quests chair should be durable and easy to more.
TABLES

Table are mostly in 3 shape re round square by rectangle an

establishmentmay deude to mix shapes or have one shape for all
the table.
as a brief quide lables are said to be approximate in the following
sizes.
square 76 cm to seat 2 covers
1m to seat 4 covers
Round 1m to seat 4 covers
152cm to seat 8 covers
Rectangle 133cm to seat 8 covers and if expected it will seat more.
SIDEBOARD (STATION TABLE)
Aside board is a waiter`s cupboard usally pated in the restaurant for effiecent service each
waiter needs his own jide board in the restaurant a dimmy waiter.