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UNIT -1, INTRODUCTION TO CATERING INDUSTRY

Q-WRITE A NOTE ON THE EVOLUTION OF CATERING INDUSTRY
Hotel industry has its roots in the past hundred of years
Necessity and urge to travel by foot, cart, horse bed, Trees planted along road
side led to making places for food and rest. Inns and dharam shalas have been
in existence for long.al service

Rulers made dharamshalas, and sarais were made during Mughal period .
After Mughal empire sarais were taken over by Britishers. In 18th century
there were plenty of taverns in our country. Sarais took modern form
Rest houses Taverns and Inns were made for Royal families During the last
few years great changes have been made People travel for enjoying
holidays ,business, pilgrimage, sports, education, adventure, medical
purposes.
The Britishers introduced hotels in India for their own use or for foreign
visitors . Almost all luxury hotels were operated by Britishers. Even history
says that there was a grand gala dinner party at McLean's Hotel Bombay to
commemorate the capture of Sri Ranga patam in year 1800 AD. The hotel also
entertained Sir Arthur Wellesley Duke of Wellington, and Lord Nelson, All the
rooms had attached baths.
The first western style hotel in India was opened by Palonjee Pestonjee in year
1840 in the name of British hostel in India. In year 1871 John Wakson from
England opened a hotel in Calcutta. In 1991 hotel Connemara hotel Madras
belonging to Nawab of Walajah was purchased by E P Oak. Many hotels like
Imperial, Albany, Hotel Fonseca in Delhi, and Blue Diamond in Pune
• The Taj Group of Hotels- First hotel in Bombay foundation stone laid in
year 1898 and construction completed in year 1903
• Spencer Hotel- In year 1903 in Calcutta, in 1912 purchased hotel
Connemara Madras, and West end Bangalore. They also purchased hotel
Savoy in Ooty and hotel Blue mountain in Kota giri .
• Ritz hotel- in 1923 started in Bombay ,Calcutta and Hyderabad
• Oberoi-Clarks Cecil, Shimla, Mr. Mohan Singh Oberoi born in year 1900
on 15th August, joined hotel Cecil in year 1922. in 1962 Oberoi hotels signed
agreement with Intercontinental hotel Corporation, New York. to have Oberoi
Intercontinental New Delhi .In 1973 Oberoi Sheraton Bombay was Opened.
• Clarks group of hotels- 1961 at Varanasi, Jaipur, Khajuraho, and Agra.
• ITC group – in 1977 Chola at Madras, Mughal Sheraton Agra, Now
Mughal ‘The luxury collection’. Maurya at Delhi. Sonar Bangla at Calcutta.
Maratha Towers at Mumbai. Rajputana Sheraton .Windsor manor Bangalore.
ITC has Heritage and Fortune hotels also in Ahemedabad,Calicut, Darjeeling,
Port Blair
• ITDC- in 1966 Indian tourism development was form ,was organizing package tours
in the country, Ashoka hotel has a hall for 2500 pax, had hotels in major cities.
The Oberoi group ITDC= Indian tourism
The Taj group Development. Corporation

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ITC group Club Mahindra.
Clark’s group Dalmia resorts.
Radisson Fortune hotels.

2, CLASSIFICATION OF CATERING INDUSTRY-----------

1, COMMERCIAL--These can be in restricted areas like Army area or Railway,
Airlines or General area, where permission from the respective authorities has
to be taken
2, SUBSIDISED/WELFARE, The second one are subsidized or welfare where
food is given on cost to cost or free basis

COMMERCIAL SUSIDISED/WELFARE
Hotels, Institutions,
Cruise liners Schools,
Motels Universities
Floatel, Hospitals,
Kiosks Prisons,
Restaurants. Employee canteen
Banquets
Food courts
Take aways
Fast food restaurants
Bars
Vending machine
Outdoor catering
Mobile catering

3.A BRIEF DESCRIPTION OF EACH TYPE SHOWING THE CAREER

OPPORTUNITIES IN EACH
JOBS IN HOTELS and CRUISE LINERS=
a) Jobs in F&B service-F&B manager, Assistant F&B manager, banquets
manager, Bar manager,F&B controller, Room service manager, Event
manager, Bartender, Senior captain,Captain,Steward,
b) Jobs in Food production-Executive chef, Sous chef, Chef de
partie,commis -1,commis-2,commis-3 in all departments of kitchen like
Bakery, Indian kitchen,Speciality kitchen,Garde manger,
Food and beverage service is a dynamic industry covering a wide range of job
roles.
AIRLINES =for the post of flight Stewards and Air hostess .Staff also works in
the flight kitchen as ground crew (Food production). The airlines look after the
catering department more carefully than others in terms of food quality and
hygiene.
ROAD TRANSPORT/tourist buses/taxi passengers stop to have their meals at
motels, but in India eating at Dhabas is very popular. A dhaba is a theme based

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road side restaurant. Nowadays fast food restaurant chains like McDonalds
are also catering for the road travelers
RAILWAY --Nowadays most of the trains have a pantry car. The meals are
cooked in the pantry and served to the passengers.
Some trains pick up the meals from identified stations. Railway stations also
have railway canteens & kiosks. Railways have their own catering
Managers/assistants & also give catering contract to private caterers
HOTEL MANAGEMENT INSTITUTES – it is meeting the demand supply ratio
for the trained manpower as regards to the booming demand for jobs &
industrial training. Lots of students also come into teaching career
TRAVEL AGENCIES –one can also join a travel agency into Air Ticketing or
cargo and later become an Executive
BUSINESS Hotels, bars Food courts, Restaurants, road side Dhabas,outdoor
catering, event catering, banqueting. Mobile catering, motels, rotels.Event
management-can manage an event company or work for it

4,DEPARTMENT ORGANISATION OF A HOTEL

5.WHERE F&B STANDS ,A TOTAL MEAL EXPERIENCE/ THE FLOW OF

SERVICE / service sequence

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F&B service represents the Brand and quality of a hotel. Well groomed staff
serving with skill and passion can make all the difference in the categorization
of the Hotel or restaurant

A TOTAL MEAL EXPERIENCE - Welcoming the guest  Escorting the guest to

the table-> Pulling the chair-Pouring water Giving the beverage menu
Taking beverage orderServing beverageGiving food menu Taking the
food order Service of appetizer SoupMain
courseClearanceRemove extra cutlery, Cruet sets CrumbingGiving
dessert menu Dessert service Tea or Coffee order & service Comment
cards, Billing Mouth fresheners like saunf & mishri ( Aniseed & Sugar
candy)

There are some basic principles in food and beverage service that a waiter
must know:
 SOUP is served from the right unless it is poured by a waiter from a
large tureen into a soup cup in which case it is done from the left of the
guest
 PLATES= are kept on the table from right side of the guest,soiled plates
clearance is also done from the right.
 PLATTER TO PLATE=When food is served by the waiter at the table from
a platter on to a guest plate, the service is done from the left.side of the
guest
 PREPLATED FOOD= the service to the guest is usually done from the
right side of guest,
 BEVERAGES - served from the right and are cleared from the right of
the guest
 SEQUENCE OF SERVICE=CHILDREN-->ELDERLY
PEOPLELADIESGENTSHOST
.
The chair close to the service door is guest number -1 , it goes on in clockwise
direction. The number of the guest is put on the KOT in front of name of the
dish.
Q-WHAT IS A BRIEFING?--Before Restaurant opens captain has a small
meeting with staff
To check on grooming and share the following with the staff
Information for the day’s proceeding
House count/room count/Available & not available items on the card
VIPs in the house, bookings for the day
Menu knowledge/notices/Duty allocation
6. THE HOTEL GUEST STEWARD RELATION SHIP- be friendly but not familiar
with the guest.
Understand the guest and his needs, Always talk in a polite, courteous tone &
manner. The guests can be of different types--
 Nervous- tired, unreasonable, cross---We got to be- quite, calm,
considerate

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 Dependent– undecided, timid, sensitive---We got to be- gentle, helpful,
sympathetic
 Disagreeable- inquisitive, talking, insulting---We got to be-
knowledgeable, courteous, self controlled
 Trying- indifferent, silent--We got to be tactful, explanatory
 Common sense customer- are intelligent--We got to be efficient from our
side
STEWARD GUEST RELATIONSHIP= 5 dimensions on which service depends
 Reliability- to serve as per promise, dependably & accurately
 Tangibles- the appearance of facilities, equipments, material
 Responsiveness- the willingness to serve or do the job for the guest
 Assurance- developing trust & confidence with your product
 Empathy- the caring individual provided to the customer
Moment of truth is a good image or a perception formed in the mind of the
guest after utilizing the service of any Hotel
Jan Carlzon ,CEO of Scandinavian air lines was flying back to his home town,
was half asleep
,He Suddenly remembers the moments where a particular staff of a hotel had
taken special care about him
This image or perception will remain in his mind forever.This is called as
golden moment of truth
6, RELATION SHIP OF F&B SERVICE WITH OTHER DEPATMENTS OF THE
HOTEL
Food and beverage service staff should have proper co ordination and co
operation
Amongst themselves. But the staff of F&B service should also maintain
healthy relations with other departments –
KITCHEN=- the staff of kitchen provides food against KOT.Staff works on hot
ranges, tandoors, grills, and salamander, hot plates, and ovens .they is also
under constant pressure for making the orders in time. During rush hours it is
the morale duty of the service staff to talk softly to them, so that there are no
quarrels or arguments with them
HOUSEKEEPING=supplies linen & uniform to the F&B outlets & staff . Any
requirement for extra linen should be given in time .Also cleaning of public
areas, provides flowers for restaurants etc
ENGINEERING= Changing of fused bulbs, maintenance jobs should be given
in written to the engineering and a proper follow up should be done. Training
for Fire fighting
HUMAN RESOURCE=- Staff should report in time, leaves etc should be taken
with prior permission of the in charge / HOD
FRONT OFFICE=All vouchers /meal coupons/signage for banquet parties, meal
allocation list,VIP list and billing during check out are done by front office so
a cordial relationship exist with front office.
ACCOUNTS/CONTROLS/STORES= for calculating salaries wages, Controls for
Restaurant & bar inventory, Store for providing items of stationery, Groceries,
perishables etc

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KITCHEN STEWARDING= for washing cutlery,crockery,glasses..they clean the
floor ,the kitchen hoods, do the garbage disposal etc
To summarize F&B service is dependent on all the major departments of the
hotel, so all should work like a well knit team to give the best results
----------------------------------------------------------------------------------------------------------
HOTEL- is a commercial organization which provides food accommodation
and shelter to a bonafide traveler provided he is in a proper state to be
received
ROTEL – is a hotel on wheels
FLOATEL –hotel on a cruise liner or on water
BOATEL-a hotel on house boat
LOTEL- hotel with helipad facility
METEL –totally mechanized hotel
MOTEL- is a Hotel situated on a highway with garage & petrol pump facility
AREAS OF FOOD AND BEVERAGE IN HOTEL / F&B OUTLETS
Coffee shop Grill room
Room service Snack bar
Bars Executive lounge
Banquets, Business centre
Discotheques Night club
Bar be que

7,TYPES OF F&B OUTLETS= Outlets are selling points of Food & Beverage
items, they can be in the hotel or outside the hotel
SINGLE POINT SERVICES
KIOSKS-- are road side stalls open on one or all sides serving light or rather
prepared items like soups patties burgers,pizzas,pies ,ice creams, milk
shakes,juices,aerated water etc in disposable plates or glasses., called
Khokha in India & Pakistan
SODA FOUNTAIN-selling aerated drinks
CAROUSEL /ROTATING BUFFET--Introduced in Great Britain in year 1982.
Large rotating Table approximately three meters in diameter with food and
drinks arranged.
The carrousel moves every minute, enables guest to select food items
The half portion is in front of the guest and the other half is refilled, this
rotation movement continues gradually.
CAFETERIA: This service exists normally in industrial canteens, colleges,
hospitals or hotel cafeterias.
The menu is fixed and is written on boards. The guests buy coupons, present
them to the counter
Food is displayed behind the counter. The food is taken in plates/trays.
Guests may then sit at tables and chairs ,it is self service
COUNTER SERVICE (Snack-bar Service) Tall stools are placed for the guest to
eat food. In better establishments, the covers are laid out on the counter itself.
Food is either displayed behind the counter for the guests to choose from,
menu is displayed on Board

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FAST FOOD RESTAURANT- in fast food restaurant the concept of fast turn
over exists. Most of the fast food restaurants have coupon or token system
exists. The guest waits for his dish to get ready and takes it to the table
himself.
There is no service staff only cleaning & kitchen staff is present.
VENDING MACHINE or AUTOMAT is a machine that provides various snacks,
beverages and other products to consumers, vend products without a cashier.
Foods and drink are served by coin-operated and bill-operated vending
machines, Modern automat vending machine accept credit cards
FOOD COURTS-- is a plaza that contains counters of multiple food
vendors/stalls and provides a common area for self-serve dining. Food courts
may be found in shopping malls and airports
TAKE AWAYS--Take-outs or carry-out. is food purchased at a restaurant but
eaten elsewhere. The restaurant may or may not provide table service
In some cases there are facilities for customers to order food by telephone,
fax, or over the Internet, to be collected or delivered.
INDUSTRIAL CANTEEN- -Caters to the employees at subsidized rates in
hotels, industrial canteens. in this system there a token or coupon
Self service or cafeteria style of service is provided, food is in bain-marie. It
has gained prominence in recent times
Menu is written for every meal on board
OUTDOOR CATERING- Providing food services to remote sites,
Service is for parties and social gatherings, Weddings, events etc
In this type of catering food is served by a self-serve buffet. The food may be
prepared on site or transported by Van
MOBILE CATERING- food is served directly from a Mobile van or cart designed
for the purpose. It is common at outdoor, Such as Colleges, Schools,
Business complex Events, concerts, workplaces, and downtown business
districts
.WELFARE CATERING is done by big industrialists or the blessed ones. For
this they choose a particular day like prior to Christmas, Diwali or Id and serve
the poor or the Disabled or the orphans. This can be also done for prisoners

RESTAURANT is a commercial establishment committed to the sale of food

and beverage. A restaurant may be a licensed part of a hotel operation or an
independent business
SPECIALITY RESTAURANT= A restaurant where Food from particular state or
Province is served. The entire atmosphere and décor & Service is as per the
Type of cuisine which is served. Restaurants, which offer Chinese, Japanese
or Indian cuisine, is called “specialty restaurants”.
The menus, the décor, the uniform of the staff, the lighting all play a
significant role
COFFEE SHOP= American Concept, quick service.
Food is pre-plated and the atmosphere informal. Tables have basic setup only.
Most of the coffee shops are open round the clock
Food is preplated. Portioning and garnishing of food is done in the kitchen,
This service is also called as American service, or Blue plate service
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Food is served from right hand side of the guest
ROOM SERVICE. = is the service of food & beverages in guest’s room in hotel
or motels & serviced apartments. In all suite hotels it is often referred to as
‘in suite service’ or ‘in room dinning’.
BAR =Means ‘Beverage associated recipes’.
The bar serves beverages & Snacks. The environment of bar is cozy sitting,
with dim lights, may have channel or live instrumental music.
SERVICE BAR/DISPENSE BAR– is mostly near the main kitchen and Room
service .The guest does not come here .it serves drinks to room service, to the
Banquets and to the restaurant, BOT must be given
LOUNGE BAR OR LOBBY BAR--these sort of bars are popular in the hotel
lobby or airport where a guest can wait till the time of his arrival or departure
Lounge bars serve welcome drinks to the guest during arrival
SNACK BAR – serve both beverages and snacks, there are more orders of
milk shakes, cold coffee, burgers,mini meals, ice creams ,pastries, patties
Also alcoholic beverage are served, most of the time direct drinks are served
.BANQUET- Banquet gets good revenue by arranging private parties,
marriages, seminars, conferences & delegations.
Banquets are basically of three types –
1. Informal –no set plan of seating is followed here, service indiscriminate of
rank or sex.
2. Semi Formal-The tables are allotted to the senior most guests according to
their ranks. The rest of the guest are dispersed without discrimination
3. Formal –A table plan is printed behind the menu card..
Name of the guest is placed on the cover for their convenience.
Lights are used for signaling-/Red lights means stewards have to stay in
pantry, Amber lights means dining room is ready
A master of ceremony controls the activities.
VIP DRILL=Practice for service of formal dinner is called VIP drill
TOASTING OR WINE RAISING CEREMONY=the toast master announces the
toast of the champagne /wine.
Wine is served by the sommelier. All the VIP guests raise the wine glasses for
the success of the occasion and thank almighty God.it is also called as wine
raising ceremony
FUNCTION PROSPECTUS or BANQUET EVENT ORDER
Day -------
Date -----
Time ----- Venue ----------
Advance -------- receipt no----
Number of minimum pax-----
Number of maximum pax----
Rate -----------------------------
Type of function, ---------------
Food pick up time --------------
MENU ITEMS DRINKS----
Salads
---x---
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Soups
---x---
Main course
-----x----
Dessert
----------- SEATING PLAN
KITCHEN ------------
ACCOUNTS ----------
ENGINEERING— mike
KST---------------------
HR OFFICE-------------
HORTICULTURE-------
FRONT OFFICE---------
SIGN OF
GUEST----------------
DATE-, MOB
NO----------------

F P is distributed 72 hours in advance. The FP has three copies one is filed in f

& b office ,second goes to accounts third goes to chef,
BUFFET RESTAURANT –Buffet is a counter where the food is displayed on
the tables which are nicely decorated
The food is provided in chafing dishes, which can be heated by fuel or
electricity
The names of the dishes are written in front of the dishes. Green color is for
vegetarian and red for non veg
There is a seating arrangement with table setting it is called sit down buffet
It can be standing buffet also
It is self service; beverages are served on the table. There can be live cooking
on the buffet counter.

DISCOTHEQUE AND NIGHT CLUB -differences

DISCOTHEQUE NIGHT CLUB
Opens till midnight Open until morning
Only ,members in couples are Gambling is allowed
allowed Open to individuals
Music is recorded, Has floor shows, dance
Serves selective dishes troupe,orchestra
Has an informal setup, dull Has proper restaurant setup
lights Brightly illuminated

GRILL ROOM- Meats are grilled in front of the guest.

The meats may be displayed behind a glass partition or well decorated
counter so that the guest can select his exact cut of meat. The food comes
pre-plated

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The most common items are grilled steaks, chateaubriand, grilled pork chops,
chicken and game birds. Most grill rooms use charcoal fire
Also Indian items like tandoori chicken, paneer tikka, seekh kebab, naan,
roomalee roti are also served
BAR BE QUE- Serves grilled food, But it is at the pool side or an open area ,it
is otherwise same
BUSINESS CENTRE –is meeting room. Provides full secretarial services and
the latest equipment.
Offers internet facility, secretarial service, spiral binding meeting cum dining
rooms which are soundproof each with whiteboard, markers, dusters,
flipcharts on board,
Stationery with room name in dockets.
.
8-ORGANZATION OF STAFF IN VARIOUS F&B OUTLETS HIERARCHY F&B
SERVICE
FOOD & BEVERAGE MANAGER
RESTAURANT BAR ROOM SERVICE BANQUETS KITCH
STEW
RESTAURANT BAR MANAGER ROOM SERVICE RESTAURANT KITCH
MANAGER CHIEF BARMAN MANAGER MANAGER STEW
HOSTESS CAPTAIN SENIOR CAPTAIN SENIOR CAPTAIN MANA
SENIOR CAPTAIN STEWARDS CAPTAIN CAPTAIN
CAPTAIN ASST,STEWARDS ORDER TAKER STEWARDS SUPE
STEWARDS TRAINEES STEWARDS ASST,STEWARDS
ASST,STEWARDS APPRENTICE ASST,STEWARDS TRAINEES UTILIT
TRAINEES TRAINEES APPRENTICE WORK
APPRENTICE APPRENTICE

FRENCH TERMINOLOGY FOR F&B SERVICE STAFF

AMERICAN ENGLISH FRENCH BRITISH ENGLISH
SENIOR CAPTAIN. MAITRE D HOTEL. HEAD WAITER.
CAPTAIN. CHEF DE RANG. STATION HEAD
STEWARD. COMMIS DE RANG. WAITER.
ASSISTANT STEWARD. ASST.COMMIS DE WAITER.
BUS BOY. RANG. ASSISTANT WAITER.
TRAINEES. DE BRASEUR. BUS BOY.
APPRENTICE. TRAINEES TRAINEES.t
APPRENTISE APPRENTICE

9-DUTIES & RESPONSIBILITIES OF SERVICE STAFF=

FOOD & BEVERAGE MANAGER
 Responsible for policy making and ensuring its implementation
 Ensuring the required profit margins are achieved for F&B in each
financial periods
 Menu compilations
 Hiring & Firing staff
 Holding regular meetings
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 Departmental trainings, promotions and maintenance of the highest
standards
DUTIES/QUALITIES OF A RESTAURANT MANAGER
An effective Restaurant manager should be aware of standards, service
procedures, He should be knowledgeable, & have a natural flair for selling
Budgeting – Meeting the budget, business forecast, market survey, sales calls,
For employees- Discipline, leader ship, relation ship,motivation,co –
ordination, oral & written communication, ,team development. duty roster,
staff time management. Employee’s grievances, progress report.
For guest- personalization, guest relation, guest satisfaction, problem solving
Operational skills , Menu pricing, standardization of products, accident
presentation, maintenance, conducting interviews, cost control
Marketing – Merchandising of products, holding food festivals, calling guests
on birthdays wedding anniversaries
Reception Head waiter/Hostess:
 Responsible for reservations & allocating of tables
 Greeting & seating guests
 Seeing-off the guests
Head Waiter/ Maitre d’ hotel/ Sr. Captain:
Overall in charge of the staff team
Attend daily meeting with managers, conducts briefing
Over all supervision of the outlet, maintenance etc
Staffing, duty roster, daily briefing
Should have a flair for up selling, wines, Flambé
Ensure guests’ personalization and satisfaction
Should make daily report. Sale etc
Allocate the duties of the staff; take responsibilities in absence of Manager
Maintain daily cover report. LOG book
Assists the Mgr. in making duty roasters and job allocations during
operations
Station Head Waiter /Chef de rang / Captain:
 In charge of a section / station
 Coordinates the service at the section
 Takes orders & conducts the service as per
the set standards of the organization
Waiter / Commis de rang / Steward:
Both the Station Waiter & Captain must work together as a team to provide
an efficient & effective service
Service of food & beverage
Table /buffet layout
Mis en place
Asst. waiter / Demi Commis de rang/ Asst. steward :
Assists in the service in a section
Waiters are under the station waiter
Picks up orders
Assists in service
Clears & organizes mise-en-place
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Apprentice / Debarrasseur / Trainee Commis:
Is a learner and will carry out instructions of the service team and assist
wherever required
Wine waiter / Sommelier / Wine butler:
Suggests and serves beverages specially wines
10-ATTRIBUTES OF A WAITER-
QUALITIES/MANNERS/ATTRIBUTESS/ETTIQUETTES=
The hotel & the restaurant business is an admixture of showmanship
diplomacy and sociability .All front line personnel are required to
communicate effectively with certain manners and etiquettes with a touch of
gentleness
Etiquettes should comprise the following—
Attend the guests as soon as they enter the restaurant
Assist the guest to remove warm coats in winter and help to put them on when
they leave.
Wish guest as per the time of the day, welcome them to the restaurant
Preferably address them by their names.
Escort the guest to the table
Be polite to the guest,
Help to seat ladies and elderly people by pulling the chair, Say may I
Provide extra cushions and baby chair for children
Do not converse near the side boards,
Announce the name of the dish while serving
When speaking to guests do not interrupt if he is speaking to another guest.
Do not use chewing gum or brittle nuts in the restaurant
Do not solicit for tips
Respect your seniors
GROOMING / PERSONAL HYGIENE
Grooming is one of the most important feature of a steward, since he is in
direct contact with the guest. He projects the standards of the
establishment.
A well groomed steward represents qualities such as hygiene sanitation,
professionalism and the style of management of his establishment –
Should have a smart turn out and have the basic etiquettes
Have a sound knowledge of English and menus
Respect the seniors, maintain good relations with service & kitchen
Points--- hair should be cut close
The uniform should be spotless and well ironed
Nails should be well cut and hands absolutely clean because we are food
handlers
There should be no body odour or smell of cheap perfumes
Shoes should be well polished and of conservative style.
One should be well shaved and moustache well trimmed
There should be no bad breathe
WAITRESS-Apron and hair band should be cleaned; black shoes with sturdy
heels are advisable. Stockings should be clean.jewellery to be avoided. Strong
perfume not allowed
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UNIT-2=1 FORM AND METHODS OF SERVICE

AMERICAN SERVICE -: is a pre-plated service which means that the food is
portioned and garnished in kitchen.
It is also called Blue plate service. Is popular in coffee shops
Food is served from right hand side of the guest
FRENCH SERVICE-It is a very personalized service. Food is brought from the
kitchen in dishes and platters, which are placed directly on the table. The
plates are kept near the dish and the guests help themselves .food may be
served from left hand side of the guest
RUSSIAN SERVICE- An elaborate silver service much on the lines of French
service except that the food is portioned and carved by on trolley in the
restaurant in full view of the guests. Display and presentation are a major part
of this service.
Whole joints, poultry, game and fish are dressed and garnished, presented to
guests and carved and portioned by the waiter.
GUERIDON/FLAMBE’ SERVICE=this is a service where a dish comes partially
prepared from the kitchen to be completed in the restaurant by the captain on
the side table. The cooking is done on a gueridon trolley
Captain is required to fillet, carve, flambé and prepare the food with
showmanship.Henri Carpentier originated the flambé
ENGLISH SERVICE- is also called as head of family service or host service.
Food is brought on platters by the waiter and is shown to the host for
approval.
The food is served as per the direction of the host, or by the host.
2 TYPES OF MEALS AND MENUS— - 1,-BREAK FAST— 2, BRUNCH—
3,LUNCH— 4, HI- TEA—5,SUPPER--- 6,DINNER—7,ELEVENSES –
BREAKFAST—(timing =6 am to 11 am) is the first meal of the day. The word
derives from the idea of breaking the fast of sleep
INDIAN BREAKFAST-, Parantha with dahi, Idlis, Puri bhaji, Vada sambhar,
Chila,
Juice, butter milk, yoghurt.Paranthas are of many types like –
plain,aloo,gobhi,paneer and so on.Litte,Poha are also common--
JAM –is made of fruits and sugar it is served with breakfast. Toast, croissant,
muffins, Danish pastry, broiche etc
MARMALADE is made of oranges, sugar; jest of orange is also added. served
with breakfast
BUTTER is made of milk, can be in different tastes of garlic, black pepper,
CONTINENTAL BREAKFAST-Originated in Europe. It is a light meal as the
Europeans normally have a heavy mid-day lunch
1-Choice of chilled juice -like orange, pineapple, Tomato,Mango,Grape fruit,
Sweet lime (Tomato juice is always with lemon wedge, salt, pepper and
Worcestershire sauce, Tabasco )
2-Choice of bread -Toast ,croissant,muffins,danish pastry,broiche, doughnuts
3- Preserves -Butter, jam, marmalade, honey
4-Tea or coffee, hot chocolate, horlicks etc

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* Continental breakfast with coffee is called café complete, with tea is called
complete
COVER- AP knife, fork, side plate with side knife, tea cup saucer with tea
spoon,sugar sachet,sugar free in sugar bowl
BAKER’S BASKET- assorted breakfast rolls served in a basket
AMERICAN BREAK FAST
1, Choice of chilled juices-Orange, Tomato, Mango, Sweet lime, Grapefruit
2, Choice of fresh fruits- papaya, melon, apples, banana
3, Choice of cereals- like corn flakes, oatmeal, porridge, with cold milk or hot
milk separately
4,Choice of eggs to order like omlette, fried eggs ,poached eggs, scrambled
eggs with ham, bacon ,sausages,
5, Choice of bread – toast, croissant, muffins, Danish pastry, doughnuts,
brown bread served in bread basket
6, Butter, jam, marmalade, honey
7, Tea/coffee/hot chocolate
COVER- AP knife, fork, dessert spoon, side plate with side knife, tea cup
saucer with tea spoon, sugar sachet, sugar free in sugar bowl
ENGLISH BREAK FAST - is heavy and is a major meal of the day. It has six or
seven courses
1-Choice of chilled juices- pine apple ,orange,tomato,mango,sweet lime
2-Stewed fruits-apples, prunes, figs, pears, stewed in sugar syrup cinnamon
and cloves.
3-Cereals- oatmeal, cornflakes, porridge, rice crispies, with hot or cold milk
and castor sugar.
4-Fish-herring, haddock, sardines, kedges
5-Eggs to order- various types of omlettes,fried eggs, poached eggs,
scrambled eggs, boiled.
6-Meat- grilled ham, bacon, sausages
7-Choice of bread- toast, croissant, muffins, Danish pastry,broiche,
doughnuts, French bread, brown bread or assorted few of these
8-Butter & preserves- jam, marmalade, honey
9-Fresh fruits- diced melon, papaya, oranges, bananas
10-Tea /coffee/ bourn vita /hot chocolate
BRUNCH – between 10:00am and 1:00pm that breakfast and lunch
The term is a mix of breakfast and lunch. Served before an event like marriage
etc
Brunch is also arranged for guests busy with early morning sight seeing
• It comprises of juices, cereal, ,egg preparation, cutlets, fried fish,
buttered Rice , vegetable ,quiche, large roasts of meat or poultry, cold seafood
like shrimp and smoked fish, salads, soups and some desserts like pastries,
soufflés , ice creams and tea coffee.
LUNCH (SERVED BETWEEN -12.30 TO 3.00 PM
Lunch is usually not heavy,
Lunch is also delayed due to work exigencies. Working lunch is also provided
during meetings and conferences
When guests go for sightseeing they carry pack lunches in boxes.
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Most of the hotels have standard pack lunch comprising of grilled chicken,
muffins, boiled eggs fruits & juice in tetra pack and for vegetarians it is
vegetable cutlet ,vegetable sandwich
HI TEA (TIME FROM 4 TO 6.00PM
High Tea (also known as Meat Tea is an early evening meal, typically eaten
between 5 and 6 o'clock in the evening. It can be eaten instead of dinner
The term comes from the meal being eaten at the ‘high’ (main) table,.
It would usually consist of cold meats, eggs and/or fish, cakes and
sandwiches,tea/coffee. In a family, it is less formal
SUPPER-The term "supper" usually refers to light EVENING meal. It is not
very common meal. "Supper" is a less formal meal
fish and chips. Sausage, Toast or cereals, french fries. Apple pies,etc are
eaten.
DINNER TIME =7.30PM TO 11.30PM --is the main meal of the day,The word
"dinner" comes from the French word dîner, the "chief repast of the day",
It is a relaxed meal, eaten in the evening,
Meat, fish or vegetables, or starch products like rice, noodles, or potatoes.
A dinner in banquet can be gala dinner, or a theme dinner
A candle light dinner with a live band could be a good experience Most of the
special occasions like “The special day’’ birthdays etc are celebrated with
dinner
ELEVENSES- It is taken: around 11 am. Derived from word Las ounces means
the eleven in Spanish
,In Australia and New Zealand, it is called morning tea or Smoko. In the Royal
Australian Navy it is called mornos
is a snack that is similar to afternoon tea, but eaten in the morning
Consist of cake or biscuits, tarts, cheese straws, vegetable pie, apple pie,
chicken pie, with a cup of tea or coffee.
MENU A Menu is a list of selected items provided by the Restaurant, based
on the consumer demand .the rates of the dishes are mentioned on the menu
, It was originated by Duke of Brunswick in year 1541.
DIFFERENT TYPES OF MENUS /A LA CARTE & TDH MENUS
A LA CARTE –means from the card TDH =table d’ hote’ = from the table of
the host*

* Food & Beverage items are priced List of a complete meal (3 to 8 course)
separately. for one price
*The guest chooses from appetizers, *This menu can be called “fixed price”
main courses, and desserts. or “meal package”.
*Dishes are priced individually *It takes little time to prepare the dish
*Portions are large as the order is known
*Takes time to prepare the dish *Portions are small
because it is prepared after taking the *Layout is done in advance as menu
order is known before hand
*Layout of the table is minimum as the
order is not known

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COMBINATION MENU some restaurants offer Indian, Chinese, Continental
food so there is a combined menu
CHILDREN MENU--The keep children busy, the menu has drawings that the
kids can color. food has small portions, no chilies,
SENIOR CITIZEN MENU- Food is Soft, simple, very light and tasty; with less
Fat and salt, low sugar,
CYCLIC MENU- This menu is worked out for long staying guests since we
cannot repeat the dishes every day so a menu is worked out on day to day
basis i.e.- from Sunday to Monday .these sort of menus are also there in
hostels
FESTIVAL/SPECIAL OCCASION MENU--Special Occasion Menus: Regional
festivals, Christmas, Diwali, New Year Eve, Birthdays, Holi. Parties. Menus can
elaborated and usually very profitable
EXPLAIN FRENCH CLASSICAL MENU WITH TWO EXAMPLES OF EACH
COURSE
1. HORS D OEUVRE-appetizer- shrimp cocktail, smoked salmon, salad
Hawaiian
2. POTAGE -- SOUP –ex, Consommé, mushroom soup, minestrone
3. POISSON-- FISH –ex,Herring, skate, plaice, cod, prawns
4. ENTRÉE— ENTRY of meat course- ex. Scotch eggs, kidneys, liver,
pasta
5. RELEVE— MAIN COURSE ,Ou piece de resistance ex,Chicken a la Kiev,
beef steak
6. SORBET-- SHERBETS & CIGARS– Flavored fruit juice, pulps, liqueurs
with iced water, cigars
7. ROTI— ROAST –Turkey, goose, partridge, pheasant.
8. LEGUME— VEGETABLES course –mushrooms,
artichoke,asparagus.carrots
9. ENTREMET- SWEET course—Cream caramel, apple struddle, ice creams
10. BONNE BOUCHE—Cheese/ savory –Cheddar, stilton, Derby
11. DESSERT--- Fruits-dry walnut,cashewnuts, almonds, hard fruits
like pears, mangoes, apples and soft
fruits like banana, papaya ,grapes
12. THE/CAFÉ—Tea or coffee
TERMINOLOGY FRENCH AND ENGLISH -FOOD & BEVERAGE TERMINOLOGY
 MIS EN PLACE-Means “put in place”. Putting it in proper place with
proper planning.
 MIS EN SCENE-Means getting the surrounding ready for service.
 A LA CARTE- means from the menu card
 TABLE DE HOTE- From the table of the host, fix menu
 CARTE DU JOUR-Menu card of the day
 PLAT DU JOUR –Dish/plate of the day
 Al DENTE- term used to describe pasta or vegetables cooked for a bite
 BABA-yeast based sponge in sugar syrup
 BARQUETTES- boat shaped tartlets
 BOULLABAISE- Fish stew
 BROCHETTE –meat/cheese cooked on a skewer
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 CANAPE-savoury on toast or biscuit
 CARPACCIO- finely sliced marinated meat or fish
 FARCE – stuffing, force meat like sausage/salami
 FRAPPE- juice or liqueur with crushed ice in parfait glass
 FUME-smoked,ex-smoked salmon, ham
 JULIENNE- match stick, strips of vegetables or fruit
 MEDALLION -round piece of meat or fish
 QUENELLES- mince from fish, meat, chicken which is poached
 MARINADE - mixture of liquid and seasoning used to soak meat to
tenderise and flavour
 RAGOUT - rich brown dish, usually meat
 TOURNEDOS- small cuts from the middle of the fillet of beef
 ZABAGLIONE-mixture of egg yolk, sugar and marsala
 COULIS- a puree of fruit
 COMPOTE-stewed or poached fruit
 DIABLE- seasoned with hot spices
 DUXELLE- chopped cooked mushrooms and onion
 FLAMBE- to flame dish in front of guest
 ABOUYEUR – place located at entry or exit of restaurant
 ABOYER- means barker, who coordinates for food pick up
 COLD PRESS – cold food collected before hot food
 HOT PRESS –hot food collected last, remains hot for service
 STILL ROOM – can be located separate from the kitchen
 CAFÉ –means coffee
 THE’-means Tea
 EPNS –electro plated nickel silver(alloy of copper,nickel,cromium
coated with silver)
 KOT-means kitchen order ticket.
 BOT- beverage order ticket
 SIDE BOARD- is a side station where food is kept before service, also
called ‘Dummy waiter’
 GARNISH-any spice or cream put on the top of the food is called
garnish
 ACCOMPANIMENT-anything like French fries, wafers, vegetables, Rice,
which are served on the side of main dish
 WAITER’S KIT-order pad,pen,bottle opener, service cloth
 SNACKS- light meals morning to night
 RESERVE CARD- kept on table to book it for the guest
 COMMENT CARD-given with bill to TAKE GUEST comments
 BILL FOLDER-bill is given in bill folder
FRENCH------------------ENGLISH FRENCH----------------------ENGLI

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Agneau: lamb
Ail: garlic Lait: milk
Ananas: pineapple Homard: lobster
Anglaise (à l’): boiled meats or vegetables Jambon: ham
Asperges: asparagus Oeufs: eggs
Champignons: mushrooms Pain: bread
Chou: cabbage Parfait: sweet or savory mouss
Citron: lemon layered ice cream dessert
Chou-fleur: cauliflower Patisserie: pastry
Crêpe: a thin, tender pancake into rolls
Crevette: shrimp Pêche: peach
Escalope: slice of meat or fish, flattened slightly and Poire: pear
sautéed Pommes: apple
Escargots : snails (à la bourguignon (with herbed garlic Pomme de terre: potato
butter) Poulet: chicken
Fish: Poisson Rognon: kidney
Florentine: with spinach Saumon: salmon
Fromage; cheese Sorbet: sherbet
Gateau: cake Volaille: poultry
Glace: ice cream Veronique;-with grapes
Jus: juice; a reduction of a sauce Hawaiian;-with pineapple

Béarnaise: sauce made of shallots, tarragon, vinegar and egg yolks, bound
with butter
Béchamel: sauce made of flour, butter and milk
Bisque.velvety soup, usually made with crustaceans(crayfish, lobster, etc),
flavored with white wine and Cognac
Blinis: small, thick crêpes made with eggs, milk and yeast
Crêpe Suzette: crêpe stuffed with a sweetened mixture of butter, ground
almonds, Grand Marnier, orange juice and peel
Charcutière: sauce of onions, white wine, beef stock and gherkins
Foie gras: liver of a specially fattened goose or duck.Pate= paste
Fondue: a bubbling pot of liquid into which pieces of food are
dipped,commonly cheese and bread; can also be chocolate & fruit or savory
sauces and cubes of beef.
Galantine: Deboned poultry or meat, stuffed and pressed into a symmetrical
form, cooked in broth, binding by aspic jelly
Hollandaise: egg-based sauce thickened with butter and flavored with lemon
Noisettes: hazelnuts; also, small, round pieces of meat (especially lamb or
veal)
Profiteroles: small puffs of choux paste often filled with whipped cream or
crème
Paupiettes: thin slices of meat stuffed with forcemeat and shaped
Ratatouille: stew of eggplant, tomatoes, bell peppers, zucchini, onion and
garlic, all sautéed in oil
Salade niçoise: salad of tomatoes, hard-boiled egg, anchovy filets, tuna, sweet
peppers, celery, potatoes
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Sole meunière: sole dipped in flour and sautéed in butter with parsley and
lemon
Pepper steak; steak covered in crushed peppercorns, browned in a frying
pan, flambéed with Cognac, often served in a pepper sauce
Court boullion-poaching liqueur for fish, water, vinegar,vegs.
Tartare: cold sauce for meat or fish: mayonnaise with hard-boiled egg yolks,
onions and chopped olives
Tarte: tart, round cake or flan; can be sweet or savory
Tournedos Rossini: beef sautéed in butter, served with pan juices, foie gras
Truffe: truffle; highly esteemed subterranean fungus
FUNDAMENTALS MENU PLANNING, CONSIDERATIONS AND CONSTRAINTS
Menu planning is based on the following factors
1. Types of clientele, Age group, Spending power of guest, religious
sentiments
2. Place and location, climatic conditions
3. Availability of items/Facilities ,equipments and manpower
4. Competitive rates/Cost factor
5. Profit margin and high APC(average per cover)
6. Unique selling proposition
7. Select items for different course (structure)
8. Provide variety (taste, texture)
9. Use Seasonal items (fresh and cheap)
10. Use items that generate profit (business balance)
11. Provide Nutritional and colour Balance
12. Compatibility with restaurant theme
13. Minimum wastage while preparing food(cost control)
14. Balance between high and low price
15. Language should be simple and readable
16. Compare menu with our competitors
17. It should have selling power
18. Menus should be attractive
Q-WHAT IS MENU ENGINEERING?
THE ART OF BALANCING THE MENU TO MEET PROFITS,CUSTOMER
SATISFACTION, NUTRITION & COLOUR COMBINATION,STORAGE
PLACE,MANPOWER & MATERIAL IS CALLED MENU ENGINEERING
MENU ITEMS ARE CATEGORISED AS UNDER--
PLOW HORSES- STARS -
GUEST THINKS DISHES ARE GUEST THINKS THESE DISHES ARE RESTAURAN
OVERPRICED BUT STANDARD PRESTIGOUS ITEMS ,PRICE IS NOT IMPORTANT F
ITEMS THEM

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DOGS- PUZZLES
GUEST THINKS THESE DISHE S GUEST GETS CONFUSED.THINKS DISH IS TEMP
ARE LOW PRICED & NOT- BUT OVERPRICED
INTERESTING ITEMS

HIGH
.POPULAR
NOT POPULAR, LOW <--- CONTRIBUTION MARGIN  HIGH
HIGH TEA & AFTERNOON TEA
 Afternoon tea is a light meal typically taken between 3 and 5 o'clock
 It originated in the United Kingdom,Britisher still have a cup of tea with
chocolate cake
 Traditionally, loose tea is served in a teapot with milk and sugar
 Tea is accompanied by various sandwiches ,pastries, fruit cake,
Victorian sponge, jam cakes,
 Served in hotel, café, or tea shops
HIGH TEA
 High Tea also known as Meat Tea, is an early evening meal (between 5
and 6 o'clock in the evening
 It can be taken as a substitute for both afternoon tea and the evening
meal
 The term comes from the meal being eaten at the ‘high’ (main) table.
 It would usually consist of cold meats, eggs and/or fish, and
sandwiches, cakes & ,desserts. it is like a full meal
 In a family, it is less formal, sandwiches, biscuits, pastry, fruits are eaten
 In recent years, High Tea has become a term for exquisite afternoon
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
++++++++++++
UNIT -3 =RESTAURANT EQUIPMENTS=
POINTS CONSIDERED WHILE PURCHASING RESTAURANT EQUIPMENTS
1, Rates should be reasonable
2, Availability in the market, on second purchase the same variety should be
available in the market
3,Concept of the restaurant, whether the restaurant is a coffee shop or
Peshawari , French, Indian etc it should also match the décor and the
ambience
4, Durability of the product, should be long lasting
5, Maintenance-any product should be maintained and repairable.
6, Type of Customer, whether they are students, executives or foreigners
PAR STOCK= The minimum amount of cutlery/crockery or glassware or linen
etc required to operate a restaurant is called as par stock .Par stock may be
double or triple of the requirement as decided by the management . One part
is for the layout in the restaurant, Second in the side board /cupboard and
Third part is with stores or kitchen stewarding.
Restaurant equipments--May be divided into Tableware , Special equipments.6
,Furniture & fixtures, Electrical equipments,
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RESTAURANT CUTLERY
KNIVES SPOONS FORKS
 Fish Knife  Soup spoon  Fish Fork
 Joint Knife/dinner  Dessert Spoon  Joint Fork
knife  Tablespoon  Dessert Fork
 Side Knife  Coffee spoon  Pastry Fork
 Steak Knife  Demitasse spoon  Service Fork
 Butter knife  Parfait spoon
 Service Spoon

Hollowware: Items apart from flatware & cutlery e.g. creamers, entrée dishes, teapots etc.
SPECIAL EQUIPMENTS SPECIAL EQUIPMENTS
 Asparagus holder  Nut Cracker
 Pastry Slice  Snail tongs & fork
 Cheese Knife  Snail Dish
 Pastry Fork  Sundae spoon
 Corn on the cob holders  Stilton Scoop
 Lobster pick  Sugar tongs
 Sauce laddle  Fruit Fork

GLASSWARE--Most delicate of all equipments

Is of 4 types: crystal, cut, blown and pressed
They are extremely important to the drinks appearance and hence should be appropriate,
clean and attractive
NON STEM GLASSES— STEM GLASSES--

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Tom Collins – 12 Oz Brandy Balloon, Snifter, Inhaler - 8 Oz
Hi - Ball - 8 Oz Liqueur Glass - 2/3 Oz
Juice Glass – 5 Oz Water Goblet - 10 Oz
Old Fashioned Glass - 9 Oz Red Wine - 7 Oz
Rolly Polly -9 Oz White Wine - 5 1/2 Oz
Beer mug 12 Oz Champagne Saucer, Tulip, Flute 6-8
Oz
Sherry Co pita - 3 Oz
ONE OUNCE =29.8 ML(30 ML Beer Goblet - 10-12 oz
APPROX) =OZ
11, CROCKERY---Includes all types of plates, bowls and dishes made from
porcelain, stoneware or pottery,
Cracks and Chips should be inspected for
Crockery Crockery
 B & B plate /Side plate/quarter  Coffee cup / Demitasse
plate  Tea cup
 Tea Pot
 Fish plate  Milk Creamers
 Dessert plate ( Sweet plate )  Ashtrays
 Meat plate/ Joint plate / dinner  Egg Cups
plate/ main course plate )  Sauce boats
 Soup plate-  Consommé cup
 Cheese plate  Cereal Bowl

BAR EQUIPMENTS=Caddy box = contains stirrers, cock tail swords, coasters,

straws, tooth picks, Parasols, cocktail napkins
Bar equipments-- Rimmer, Cocktail shaker, Peg measure/jigger, Muddler,
Mixing spoon, Hawthorne strainer, and Wine opener
Bar garnishes are –cherry, pineapple, olives, nutmeg powder, cinnamon
powder, lemon wedges, lemon jest, mint leaves
13-FURNITURE-Chosen according to the need of the establishment
Wood is most common but aluminum, steel, wrought iron, marble tops, Plastic
and fiberglass may also be used.
They should be easy to stack, should match the décor of the restaurant,
should be fireproof, waterproof and durable, should be within the budget of
the establishment, Style of service should be kept in mind.
CHAIR-A chair comes in various shapes & sizes, designs, materials and
colour. As a guide a chair seat is 18 inches from the ground, the height should
be 1 metre (3 feet) and the depth from the front edge of the seat to the back is
18 inches.
Tables-are of 3 main shapes, Round, Rectangular or Square.
Tables can be for 2 pax, 4 pax, 8 pax and so on. Tables can be joint to seat
large groups.
SIZES OF TABLES = all tables are 30 inches in height
Square: For 2 pax – 2.6 feet x2-6feet
For 4 pax – 3 feet x 3feet

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Round: For 4 pax – 3 feet in diameter
For 8 pax – 5 feet diameter
Rectangular: For 4 pax – 4.6 feet x 2.6feet
Round tables are used in banquets for casual seating or formal seating
with proper layout,
Banquet tables are 5 feet x 2 feet wide, are of folding types, they are mostly
used for setting buffet counters
Classroom tables are 6 feet x 18 inches and used for classroom set up during
conferences
Half moon tables, quarter moon tables are also used in banquets for buffet set
up
Sofas & side tables are used in pre function area of the banquet.
Chairs can be stacked on top of each other and tables can be folded, they are
easily transported, they are 18inches in height
SIDE BOARDS / Étagère / Dummy Waiter—also called side station is used in
the dining room for stacking clean & wiped crockery, cutlery, linen and
glassware required during service.
It usually consists of a set of cabinets, drawers
It is central point for waiters to serve food
All sauce bottles should be re filled, bottle necks wiped, the salvers & trays
should be wiped & kept clean before & after operations
HOSTESS DESK= is situated at the entrance of the restaurant. It is meant for
receiving & to see off the guests. Contains Telephone, Reservation register,
log book,Reserve cards/comment cards. Maintenance book. Bill folders.
Attendances register.
Birthday candles, wine openers, cake knife, Alwida box
13-B RESTAURANT LINEN- would depend on the class of restaurant, type of
customers, menu & service style & the cost factor.
Tablecloths 60x60 inches for a table of 4 pax
Slip-cloths or Naprons
Napkins or Serviette size=18x18 inches to 22x22 inches
Buffet cloths-3 metres long for buffet table
Waiter’s cloth or Service cloth 18 inches x 24 inches
Glass cloth / Wiping Cloth
Cocktail napkins- 6x6 inches
Frills
Chair covers
DISPOSABLES- Paper napkins, paper plates, pack lunch boxes, are items
which can be disposed after use.
Casserole dishes are made of aluminum foil, All packed food items (hot) are
packed in casserole dishes, and the cold items like salads are packed in clin
wrap. These plastic items should be disposed properly after the use.
14-CARE & MAINTENANCE OF EQUIPMENTS
Glasses- Handled by the stem or base
Store where easily accessible does not over stack
Never serve drinks in a cracked/chipped glass, very dangerous.
Glass cloth is used for wiping
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Cutlery Handle cutlery from base or handle part. Should be kept in the drawers
lined with blaze cloth
Do not misuse knives for screwdriver etc; soiled cutlery should be kept gently
in a teapol solution
Linen- Very Expensive commodity, Table linen has to be changed after every
meal. Do not use Napkins for wiping
Cotton is the most commonly used item
Slip cloths/napron may be used to hide stains; they are not expensive to re-
launder
Dirty linen are tied in bundles of 10 for exchange
Linen should be properly stored according to types with the inverted folds
outwards
BACK AREAS/ ANCILLARY DEPARTMENTS,16- KITCHEN STEWARDING ,F&B
SUPPORT/BACK AREAS
STILL ROOM /PANTRY - The main function of the still room is to provide items
of food and beverage which are not provide by kitchen bakery and larder. it
contains shelves cupboards for keeping certain food items, glasses and
some cutlery..A sink with hot & cold water and a bin for putting rubbish is
available. It has a refrigerator, coffee machine, butter machine, water Boiler,
milk dispenser, salamander, for making toasts, slicing machine, working table
,cutting board & food waste dispenser
STILL ROOM OR PANTRY provides tea/coffee/hot chocolate/ bourn vita/
horlicks
1. Juices-orange ,pineapple, tomato ,mango, sweet lime, grape fruit
2. Sugar cubes, sugar sachets, sugar free, demarera, castor sugar
3. Butter , jam, marmalade,honey,cheese, plums, cherries, pickles
4. Rolls toast, croissant, muffins, Danish pastry. Brioche, doughnuts.
5. Cereals - porridge, corn flakes,oatmeal,chocoflakes,with hot/cold milk
6. Sandwiches ,burgers, hot dogs, Cole slaw ,mayonnaise,ham,chicken,
slices of tomato, cucumber, cheese, sausages
7. Fresh fruits
SILVER ROOM or PLATE ROOM
Plate room is also called as silver room
All types of silver items like cutlery ,silver flatware like salvers platters entre
dishes, hollow ware like tea pots ,coffee pots ,water jugs, candle stands ,menu
stands, ash trays ,butter dishes, bud vases ,cruet sets are kept in shelves or
drawers with green colour blaze cloth
-Also some crockery items are kept in separate shelves
-The lighter items are kept on the top
-There are labels with name of items on each shelf or drawer
-The silver room comes under kitchen stewarding manager or chief kitchen
steward.
-These items are on the stock register and are issued time to time during the
visits of head of states, Delegations ,chairmen ,administrative officers other
VIPS
-Requirement should be sent a day in advance to polish the items

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WASH UP-KITCHEN STEWARDING department looks after the cleaning,
washing, polishing of the cutlery, crockery, glassware, hollowware items.
Also cleaning of certain areas of kitchen, cleaning of tiles, mopping of kitchen
floor, cleaning of hoods, cold storage, drainage keeping stock of items and
garbage disposal
The kitchen stewarding manager is in charge of the department .
He makes the roster for the staff. There are three shifts –morning –evening-
night. Duty roster is changed every fortnight
- DISH WASHING METHODS=-When washing the crockery cutlery one must
make sure that the temperature of the water is around 75 C to sterilize the
plate & enable self drying.
MANUAL OR 3 SINK METHOD- Soiled ware washed by hand or brush machine.
1st sink is for normal water wash, 2nd sink for soap solution wash,3 rd sink for hot
water wash. Breakages are high
DISH WASHING MACHINE= has three compartment, soiled cutlery is/crockery
put in perforated racks, mounted on a conveyer for automatic transportation
into a dishwashing machine .jet of water or steam comes from beneath. The
conveyer belt carries the racks on other side .The cutlery or glass or plate
racks pass through dilute solution of soap then hot water and finally steam. It
is collected on the other side and wiped
.
POT WASH-There is a separate area called as Pot washing area for cleaning
large kitchen pots/vessels
HOT PLATE –Hot plates include the Griller/Deep fat, fryer/Salamanders, plate
warmers
All crockery required for food service will be kept warm and properly stacked
An Aboyeur (Barker) is in charge and controls the hotplate over the service
periods.
Once the dish is ready the Aboyeur will announce loudly for the waiter to pick
it up. After pickup the KOT is put in a control box for the controller.
SILVER POLISHING methods-- Silver can be recognized by its Hallmark stamp
for good quality silver coating is done by electrolysis, anodizing
POLIVIT/SILVER ALUMINIUM METHOD-Polivit . For this one needs aluminum
foil baking soda, shallow pan and a clean cloth. The baking soda will "polish"
the silverware, removing dirt, stains, and grease. Rinse the silverware
thoroughly under warm, running water. Air-dry the silverware on a clean towel.
Buff the silverware with a soft, clean cloth.
BURNISHING METHOD-This is a revolving drum like container using for
cleaning silver ware, with safety shield attached to it.. The burnishing
machines are attached with ball bearing to run that effectively. Soap power is
used to clean the silver ware hygienically.
THERMAL SHOCK-- is the result of glass experiencing a sudden temperature
change. Glass holds temperature, and a rapid change in temperature can
cause enough stress to result in breakage.
MECHANICAL SHOCK-- in glassware is the direct result of contact with
another object, such as a spoon, a beer tap, another glass, or a piece of china.
This kind of contact can cause a minute abrasion, invisible to the eye,
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SILVER DIP- silver is put in soda solution and taken out immediately, washed
and rinsed dry
SEGREGATION OF WASTE(SEPERATION)--The garbage coming from various
outlets is put in different colored drums like soiled food is in green colour
drums ,paper and pulp is in blue colour drums and broken glasses etc are put
in red colour drums.
EPNS– is “Electroplated nickel silver”
Nickel silver alloys a contain 55% copper, 18% nickel, and 27% other elements,
most probably entirely zinc. A two-element alloy is 88% copper and 12%
nickel.
EPSS= ELECTRO PLATED STAINLESS STEEL – IS stainless steel with coating
of crome or nickel
MIS EN PLACE- means “putting in place” and the term denotes to the
preparation of a work place for smooth service. To ensure that the restaurant
is ready for service the waiter makes sure that this station & table cover layout
has been efficiently prepared for service.
MIS EN SCENE--It means prepare the environment of the outlet before service.
Mis-en-scene includes preparing the restaurant welcoming, create ambience
with regard to cleanliness, planters in proper position, furniture setting and
temperature.

ROOM SERVICE Centralized. = Room service is the service of food &

beverages in guest’s room in hotel or other accommodation establishments,
such as motels & serviced apartments. In all suite hotels it is often referred to
as ‘in suite service’ or ‘in room dinning’.
Room service menus are charged higher than quite a few other dinning
menus. Only very few hotels makes a good profit out of this service.
Small orders are served in trays. Major meals are taken to the room on
trolleys. The guest places his order with the room service order taker. The
order taker receives the order and transmits the same to the kitchen .The
service is unsupervised therefore skilled waiter must be send to avoid any
complaint.
Layout of Room service – It is situated near the main kitchen which is mostly
at the lobby level. there is one order taker cabin with two or three phones, The
order taker sits in the cabin with order taking register , one computer terminal
called as POS ( POINT OF SALE) where bills can be made and KOTs delivered
automatically to the kitchen or bar through a printer.
Decentralised Room service.= - can be operated from floor pantries, mobile
trolleys, elevators etc to be more effective Usually bed tea for groups,
continental breakfast, snacks and some drinks may be served from the
pantries or lifts. In spread out hotels the floor pantries can be used for serving
bed tea/breakfast/snacks
Decentralized mobile= This is common in Motels or Service Apartments
where the Food & beverage items are ordered on mobile phone.Example-
Dominos, Pizza hut
List of Room service equipments= the outside area of Room service has

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Room service trolleys Sugar bowls/tongs
Tray racks Ice buckets
Room service clearance trolleys Wine chillers
Hot case Jam & Marmalade pots
Continental trays Cruet sets
Tea trays Bud vases
Salvers All types of glasses(stem & non stem)
Plate covers All types of cutlery
Tea /Coffee pots & flasks Bottle openers
Milk creamers Wine opener
Tea strainers Bill folder
HOUSE RULES OF ROOM SERVIE STAFF
ORDER TAKING- order taker -Picks up the phone with in 3 rings
 Be Polite to the guest.
 Wish guest, introduce your department & your self as well.
 Note the order of the guest, repeat the order
 Inform guest about the expected delivery time.
 Note the order, repeats the order
 Make the KOT /BOT of the guest’s order
 Captain gives the KOT/BOT to the steward
 Steward orders the food in the kitchen
 Meanwhile sets the tray, picks up the food beverages
 Gets the order checked by the captain
 Knock at the door, enter only when guest allows
APPROACHING THE ROOM
 Approach the room quietly.
 Knock firmly & say “Room Service’’ clearly & confidently, remembering
that your voice must be carry through a closed door
 Listen for the guest response & react accordingly waiting out side or in
the room. If there is no response knock & announce once again. Do not
go in until you have been asked to enter.
AFTER ENTERING THE ROOM
 When you have entered address the guest by name-“Good morning, Mr.
John, here is your dinner.
 Check with the guest where they would like to dine.
 Lay the table, put chairs & make them sit.
 Serve food, check for the clearance time. Get the check signed.
 Thank the guest.
 Bring back anything last order if left there.
 Don’t leave trays in corridor, but move them immediately to the bus
trolley stationed in corners.
 Carry all orders for the same floor on a trolley together, to save time.
 Check everything in the tray before taking it to the room.
ROOM SERVICE SHIFTS--Has 3 shifts like- 6am to 3 pm, 2 pm to 11pm, & 10
pm to 7 am as room service is round the clock.

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Each shift has an order taker, one captain, 3 to 4 stewards; one hour over
lapping is for giving the charge to the other shift. Duty roster is changed in
one week or fortnightly
STANDING ORDER-When guest puts his order, in advance before going to bed
either on the ‘Door knob card’ or with the order taker, it is called as standing
order. This can be for Bed tea, Break fast, pack boxes, or birth day cakes,
ROOM SERVICE AMENITIES (FRUIT BASKETS AND MINI BARS- Room service
also provides complimentary fruit baskets ,Mini bars, Soft bars to the rooms
as per the requisition received from front office.This is for VIPS, tour leaders,
repeat guests
. A complimentary card from General Manager is placed along with. Fruit knife
and fruit fork, napkin goes along with a finger bowl with water and rose petals
MINI BAR= 4 soft drinks,2 beers,2 sodas a bottle of scotch is kept in the
room ,wine bottle may also be kept if required, it can be complimentary or
chargable
The bill for mini bar is made as per consumption; the house keeping
department informs the front office about it.
ROOM SERVICE MENU-Menus are kept in all the rooms, the menu comprises
of Breakfast/Round the clock,Lunch, Dinner& beverage menu at the last
BREAKFAST SUGGESTIONS –TIMINGS 6.00AM TO 11.00AM
INTERNATIONAL SELECTION RS
FRUIT JUICES
SEASONAL FRESH FRUITS 125
PLAIN/FLAVOURED YOGHURT 125
CEREALS WITH HOT OR COLD SKIMMED MILK 125
FROM OUR BAKERY 125
TWO EGGS TO ORDER 125
WAFFLES OR PANCAKES 125
FRENCH TOAST 165
CONTINENTAL BREAKFAST 165
AMERICAN BREAKFAST 275
INDIAN FLAVOURS 350
IDLI WITH SAMBHAR & CHUTNEY 225
MEDHU VADA WITH SAMBHAR & CHUTNEY 225
DOSA/RAVA DOSA 225
UTTAPAM 225
UPMA 225
PURI AUR ALOO KI SUBZI 225
PARANTHA, STUFFED OR PLAIN 225
BEVERAGES 125
TEA OR COFFEE 140
HOT CHOCOLATE/BOURNVITA 140
LASSI-SWEET/SALTED/MASALA 150
------------------------------------------------------------------------------------------ 150
-------------------
ROUND THE CLOCK –IN ROOM DINING 125
APPETISERS & SOUPS 140
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SMOKED SALMON 140
CHICKEN LIVER PATE 150
GREEK SALAD 140
CREAM OF CHICKEN SOUP 140
CREAM OF TOMATO SOUP
FRENCH ONION SOUP 250
YAKNI SHORBA 200
TAMATAR SHORBA 200
-----------------------------X------------------------------------------ 250
SANDWICHES/MEALS 200
THE PAVALION CLUB SANDWICH 250
THE VEGGIE CLUB 250
BURGERS ,(CHICKEN OR VEGETERIAN)
STEAK SANDWIC 250
PIZZA PEPPERONI 200
PIZZA TIKKA 200
PIZZA MERCHERITA 200
PASTAS & RISSOTOS 225
SPAGHETTI BOLOGNAISE 225
PENNE ALL ARRABIATA 325
MUSHROOM ROSSOTO 600
SEAFOOD ROSSOTTO
GRILLED VEGETABLE PLATTER
TOURNEDOS OF COTTAGE CHEESE 350
ROAST CHICKEN 300
GRILLED PRAWNS
FISH N CHIPS
MURGH MAKHANI WITH RICE
PANEER MAKHANI WITH RICE
CHIKEN ROOMALI ROLL
PANEER ROOMALI ROLL
DAL TADKA
ROOMALI ROTI
SADA CHAWAL
DESSERTS
CHOICE OF ICE CREAMS
CREAM CARAMEL
RASMALAI
GULAB JAMUN
LUNCH & DINNER MENU
LUNCH TIMINGS-12-30 PM TO 3-00 PM
DINNER TIMINGS -7-30PM TO 11.30PM
SOUPS
YAKNI SHORBA
MURGH BADAM SHORBA
TAMATAR BADAM SHORBA
CALDO VADRE
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KABABS
TANDOORI JHINGA
RAAN E MEHROONISA
CHICKEN TIKKA
SEEKH KABAB
PANEER TIKKA
TANDOORI SALAD
TANDOORI KABAB PLATTER(NON VEG)
TANDOORI KABAB PLATTER(VEGETERIAN)
CURRIES & DALS
PANEER SHAHI KORMA
MALAI KOFTA
KADHAI PANEER
MATAR MUSHROOM CURRY
BUTTER CHICKEN
KADHAI GOSHT
MUTTON ROGAN JOSH
MUTTON SHAHI KORMA
YELLOW DAL TADKA
DAL MAKAHNI
RAJMAH
RICE PREPARATIONS
VEGETABLE MASALA BIRYANI
CHICKEN BIRYANI
GOSHT DUM BIRYANI
STEAMED RICE
YOGHURTS
KUCHUMBER RAITA
BOONDI RAITA
GREEN SALAD
KUCHUMBER SALAD
INDIAN BREADS
NAAN
BUTTER NAAN
LACCHA PARANTHA
STUFFED PARANTHA
MISSI ROTI
CONTINENTAL ---
VEGETABLE AUGRATINE
CANNELONI FLORENTINE
SPAGHETTI BOLOGNAISE
FISH PORTUGAISE
FISH ORLAY
CHICKEN A LA KING
LAMB SHASLIK
STEAK WITH MUSHROOM OR PEPPER SAUCE
DESSERTS
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LEMON SOUFFLE
CHOCOLATE MOUSSE
CALIFORNIAN BROWNIE
BANANA SPLIT
TUTEE FRUITEE
KESAR PISTA KULFI
SHAHI TUKRA
SAKORA E PHIRNEE
GULAB JAMUN
TEA & COFFEE
DARJEELING TEA
COFFEE

PRACTICAL - – MENUS & COVERS--: One cover denotes all the necessary
cutlery, flatware, crockery, glassware and linen necessary to lay a certain type
of place setting for a specific meal, for a single person to have his meal on the
table-Standard size of a cover—
1. In A la carte restaurant = 27 x 15 inches
2. In banquets = 24 X 15 inches
EXTRA COVERS- when you anticipate that there would lot of guests and you
will do lot of relaying, than extra covers are made. Take a quarter plates put
folded napkin on the top, put knife, fork, spoon on the top .make many like this
stack them and keep them in side board, it will be easy to relay the tables
during peak hours
A LA CARTE COVER-- The cutlery and flatware for each course is laid just
before each course is served. The traditional cover given
Serviette,· dinner (AP) knife,· dinner (AP) fork,· Side plate,· Side knife,· Wine
or water glass
The other cutlery and flatware required by the guest for the dishes ordered
will be placed course by course.
TABLE D’HOTE COVER-This cover follows the principle that the cutlery and
flatware for the entire meal will be laid before the first course is served. The
traditional cover is given below:
Serviette· Soup spoon,· Fish knife,· Fish fork,· Meat knife,· Meat fork,· Dessert
spoon,· Dessert fork,· Side plate,· Side knife,· Wine glass

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