Hunar se rozgar in f & b service theory manual

IHM GWALIOR
SUNIL KUMAR skihm86@yahoo.com 09996000499

IHM GWALIOR
Skill Development Training
Hunar Se Rozgar
Trainers Package
Waiter - Theory
INSTITUTE OF HOTEL MANAGEMENT , GWALIOR M.P.
The National Council for Hotel Management
A-34, Sector 62, NOIDA 201309

IHM GWALIOR
Waiter Course (Six weeks):
Theory Component
Lesson Plan No: TM/1
Topic: Pride in the Nation:
• India- A Unity in Diversity.
• The largest democracy in the world.
Page-1
• Boasts of a rich cultural heritage:
beginning with the Harappan civilization, The
Aryan
civilizations of the North and the
Dravidian settlements in the South, the
influence of the
Mauryas, The Guptas, Cholas and
Pandyas of the south, the invaders who
settled in India – the
Mughals,followed by the British rule, the
Goan occupation by the Portuguese, The
French
influence on Pondicherry have left India
with unique :
Ø
Religious
mix
Ø Food
habits
Ø
Dressing
etiquettes
Ø Varied
celebration
of festivals
Ø
Different
dance and
music forms
etc
• The world today, looks up to India as the
frontrunner in IT, BT, as one of the strongest
emerging
economies in the world.

IHM GWALIOR
• Industrialists from India are today aggressively acquiring huge multinational industries
like
Corus, Accelor, Jaguar and Landrover, etc
• The Indian market is the focus of all industries the world over with India being widely
recognized
as one of the highest potential markets alongside China.
• The Tourism industry is ever expanding in India.
• The biggest strength of the country is its large young population (employable age
group).
• The biggest threat to the country comes from terrorism and dividing forces within.
• Our strength lies in our unity, the stability of tenure and our diversity.
• Be proud to be an Indian
Key words:
Unity in diversity
A strong emerging economy
Large employable youth
Expanding industrial base like tourism
2

Theory Component
Topic: Tourism & You:
page 1
Ø Tourism has been positioned as
one of the largest service industry in
India.
Ø It is an important industry for
economic development, employment
generation, particularly in
the backward and remote areas.
Ø India offers diverse opportunities
for tourism, be it leisure or business.
Ø India is likely to witness a huge
increase in both domestic tourism and
foreign tourism.
Ø Tourism infrastructure includes
Air, Rail, Road, Hotels, restaurants etc.
Ø The demand for trained
manpower in hotels and restaurants is
bound to see huge rise in the
near future.
Ø According to WTO,tourism is
concerned with pleasure, holidays, travel
that make people leave
their “normal” place of work and
residence for a short- term temporary
visit to another place.
Ø WTO is World Tourism
Organization based at Madrid, Spain.
Ø International tourism, when the
travel is from one country to another
and Domestic tourism is
travel within a native country.
Ø International tourism consists of:
Inbound tourism- refers to tourists
entering a country and
Outbound tourism – refers to
tourists leaving their country of
origin for another.
Ø The primary constituents of
tourism are:
§
Tra
§
Ac
§
Ca
§
Int
•
•
•
§
Go
inf
Ø
Th
sec
y
con
nts
tou
inc
§
Sh
§
Ha
§
Loc
§
To
§
Pu
§
Art
wh

Theory Component
page-2
A tourism professional should be aware of all
categories of tourist accommodation:
They are:
v Five star deluxe
hotels-large hotels with
high tariffs and
extensive facility for the
guests
v Four , three and
two star hotels
( referred sometimes as
first class hotels)-
Contain most
facilities of the five
star hotels but are
not as exclusive in
luxury.
v Non- star hotels-
Small non classified
hotels , also referred to
as budget hotels
v Resorts and
lodges-Almost
exclusively meant for
leisure tourists and
usually
enjoy seasonal
business.
v Tented camps- Set
up in remote places ,
they are eco friendly
and suit
adventure tourism
v Heritage hotels-
Forts, palaces, havelis
that have been
converted into hotels
without disturbing
their old world
charm

v Guest houses- Ideal for long stay guests on official visits
v Alternative accommodation: which include all such forms of
boarding facility
besides the above mentioned which include:
• Circuit houses
• Dak bungalows
• Dharamshalas
• Paying guest accommodation
Another important aspect of tourism infrastructure is the catering units which provide food and
beverage to the tourists. These facilities include:
v Fine dining restaurants attached to five star deluxe hotels- usually
speciality
restaurants which serve an exclusive fare.
v Multi-cuisine restaurants attached to hotels or stand alone units
which serve
more than two different cuisines
v Coffee shops- restaurants open round the clock which offer food
and a large
selection of beverages at affordable prices
v Bars- Outlets that serve alcoholic beverages with some snacks
v Fast food outlets- made popular by burger joints and the pizza
houses they
serve standardized food at affordable rates, the service being fast
and informal.
4

Theory Component
page-3
K
ey
W
or
ds
:
W
T
O
In
b
o
u
n
d
to
ur
is
m
O
ut
b
o
u
n
d
to
ur
is
m
v Cafeteria- Counter operations that cater to
a large number of people in a
relatively short period of time. Found in
railway stations, bus depots etc
v Road side Dhabas- Catering to the road
commuters, they often serve traditional
food without many frills and at highly
affordable rates.
v Food courts- set up in market places, malls,
fairs etc serving a large choice of
food and beverage under the same roof.
C
a
f
e
t
e
r
i
a
D
h
a
b
a
F
o
o
d
c
o
u
r

t
Tourist accommodation
Travel agency
Tour operator
Emporium
Souvenir
Tout
Five star deluxe hotel
Resorts and lodges
Heritage hotel
Fine dining restaurant
Coffee shop
Bar
Fast food outlet
5

Theory Component
Topic: Etiquettes & Basic Conversation:
page-1
Every member of the food service brigade plays a
crucial role in ensuring high customer satisfaction
and
a good meal experience. The waiter, who is given
the responsibility of actual service, has the
additional
responsibility of maintaining a high quality of
service.
To ensure high standards of delivery the waiting
staff should have the following attributes:
• Hygiene- personal aspects like taking a
bath daily, keeping nails trimmed, cut hair,
polished
shoes, washing hands with soap.
• Cleanliness- keeping the working
environment clean. A waiter should keep his
uniform,
equipments and area clean and free of
germs. Sanitising the area before the
start of a shift
• Speech and addressing: Clear speech
and respectful addressing of customers
helps a waiter to
pass on an opinion of high
standard to the customer, also
reducing chances of
miscommunication.
• Courtesy: The waiter should always be
amiable and soft-spoken with customers.
• Memory: This helps the waiter to
remember who is to be served what
• Honesty: Food and beverage service involves
handling a lot of money, valuables etc. Hence
honesty towards the organization and

the customer is essential.
• Co-operation: Good service comes out of teamwork. Helping others when one is free and being
proactive helps deliver best standards to the customer.
• Reliability: To be a good waiter one has to be reliable so that entrustment of
responsibility and
work happens.
• Knowledge of food & beverage: Customers keep asking suggestions while ordering food. A good
knowledge of food and beverage allows the waiter to satisfy guest query thereby adding value
to the experience.
• Knowledge of local area: Foreign tourists often engage in enquiring about the local area,
access
and routes with waiters. Helpful answers allow the guest to carry a positive
image of the
organization.
6

Theory Component
Topic: Etiquettes & Basic Conversation:
page-2
• Punctuality: Being on time is extremely
important in the service sector as planning,
allocation of
work and standardization of service all
suffer if waiters turn up late on duty.
• Complain handling: Very often waiters
are exposed to guest complains first. An alert
waiter can
attend to a problem early and
thereby diffuse a situation where as
a delay may cause a
snowballing effect and a severe
complains. By informing a senior of
likely complains and
grievances waiters can handle situations
better.
It is evident that good communication skills
are the very essence of human interaction
and a good
waiter should have good basic conversation
skills.The following aspects help improve
quality of
conversation:
Ø Volume of voice- Not too loud
Ø Pace of voice- Modulated
Ø Pitch of voice- Change the pitch
according to the conversation giving
impetus to important
aspects of conversation
Ø Enthusiasm- be interested and happy in

what you are doing
Ø Listen well- Be patient and note down orders on a scribbling pad, repeat the order and
confirm
Ø Accept criticism- learn to accept criticism without being over defensive or over
apologetic.
Ø Always use appropriate salutation
Ø Give way to the guests
Ø Be polite and respectful at all times.
Ø After presenting the bill , move away, do not solicit a tip
Ø Remember to wish the customer well before he leaves and take a feedback of his
experience.
Key Words:
Hygiene
Speech
Memory
Courtesy
Honesty
Listening
Punctuality
Feedback
7

Theory Component
Topic: Identification and use of tools and equipments:
page-1
For a waiter one of the most important skill and
knowledge requirement is the comprehension of
different equipments, their use and identification.
The following chart classifies the different types of
equipment found in a good F&B Service
department:
Food
and
beverag
e
service
equipm
ents
Silverw
are
crockery glassware linen furniture
miscellaneous
Tumbler Goblet
Tableware Special equipments
Cutlery flatware
hollowware
Silverware is synonymous with equipments used on
the guest table for service and eating of food. Silver
by itself is a soft metal and is hardened by addition

of copper and nickel. EPNS or electroplated nickel
silver is a popular metal used for making F&B service equipments.
Silver used on the table for guest use is called tableware. Tableware consists of:
8

Theory Component
page-2
Cutlery: All F & B service equipment used by guests
on the table to cut food e.g.Joint knife, side knife,
fish knife, butter knife, cheese knife etc.:
Flatware: This consists of all the spoons and forks used by
the guest to serve and to eat his food on the
table except cutlery eg. teaspoon, coffee spoon,
dessert fork, fish fork, pastry fork etc.
Hollow Ware: These are silver equipment
meant for carrying food and beverage from
the kitchen to
the guest table eg.water jugs, tea pots, coffee pot,
sugar basin creamer, entrée dish platters etc.
Although the term silver ware is still very popular,
stainless steel has become a very popular substitute
for making tableware and hollow ware today.
Stainless steel is available in different alloys of
chromium,
nickel and steel.
The advantages of steel table ware are:
Ø It is more hardy than EPNS
Ø It is lighter, hence easy to handle.
Ø Does not need polishing
Ø It is cheaper in cost.

Theory Component
page-3
Standard Sizes Of Cutlery, Flatware nd
Hollowware, Commonly Found In The F&B ‘S
Department.
S
l.
n
o
N
a
m
e
o
f
e
q
u
i
p
m
e
n
t
Cutlery
and
flatware
Size (in inches) Use
1
2
3
4
5
6

7
8
9
Large knife
Small knife
Fish knife
Butter knife
Fruit knife
Service spoon
Dessert spoon
Soup spoon
Ice-cream spoon
9.5
8
8
5
7
10
7
7
5.5
To eat the main course
To eat the side courses
To eat fish dishes
To cut and apply butter cubes
To cut fruits
To serve food and gravy
To eat sweets and desserts
To eat soup
To eat ice cream
10 Tea
spoon
11 Coffee
spoon
12
Mustard spoon
13 Service
fork
5.5
4.5
3
10
To stir sugar in a tea cup
To stir sugar/milk in coffee
To pick mustard from a mustard pot
To serve food
10

14 Large fork
15 Fish fork
16 Dessert fork
17 Cheese Knife
Sl.No Hollowware
1 Tea pot
2 Coffee pot
3 Creamer
4 Water jugs
5 Entree’ dish oval
9.5
7.5
7
6
To eat the main course with the large knife
Used along with the fish knife
Used along with the dessert spoon
To cut and serve cheese
Capacity Uses
½ pot 300ml To serve tea as per
different orders
1 pot 500ml
1 ½ pot 800ml
½ pot 300ml To serve coffee
1 pot 500 ml
40 ml for1/2 pot To serve milk
125 ml for 1 pot
300 ml for 1 ½ pot
1.1 Liters small To serve water
2.4 liters large
1 portion To carry portioned
food from kitchen as
2 Portion
per order
4 portion
11

Theory Component
page-5
Crockery: Vitreous, ironstone, vitrified are the
three most commonly used hotel china though,
stand
alone outlets often used melanin as a cheaper and
easy to handle alternative to crockery. Bone china is
the most delicate and expensive earthenware
found only in top end outlets. It is made of
25% china
clay, 25% china stone and 50% animal bone
and gets biscuit fired in a kiln to give its
fine farm
translucent finish.
Standard Sizes Of Commonly Used Crockery
Found In Food And Beverage Service
Department.
Sl.no.
Name
of the
equip
ment
Crockery
Size
Diam
eter
Use
1
2
3
4
5
6
7
Large
plate
Fish
plate
Soup
plate
Half
plate
Quarter plate
Soup bowl
Breakfast cup
10”
8”
9”
8”
6 ½”

Capacity
10 oz
10 oz
To serve the main
course
dishes
To serve the fish dishes
To serve thick soups
To serve the side
course
dishes
As a side
plate or
underliner
To serve
soups
To serve
hot
beverages
during
Breakfast
12

8
9
Tea cup
Coffee cup
6 2/3 oz
3 1/3 oz
To serve tea other than at
breakfast
To serve coffee after
lunch/dinner
Glassware: Glasses are broadly of two types;
a. Tumbler: It has two parts—a base and a body only
b. Goblet: It has three main parts- the base, stem and
bowl
Glasses are mostly used for serving beverages like water, wine,
alcohol etc;
Standard Capacity Of Glassware Used In The Food And
Beverage Service Industry
Sl.No
Name of
glassware
Capacity Use
1
2
3
4
5
6
7
8
9
Hi-ball
glass
Juice
glass
Slim jim
Collins
Old
fashione
d
Rolly
Polly
Beer tankard
Pool glass
Water goblet
8-9 oz
5 oz
10 oz
12 oz
8 oz
8 oz
½ pint,
1 pint,
2 pint
10 oz

10
oz
To
serve
water
Servic
e of
juices-
canne
d
Service
of long
drinks
Service
of long
drinks/
cold
coffee
wit
h
I/C
Whi
sky
on
the
roc
ks
Blo
ody
mar
y
serv
ice
Ser
vice
of draft
and
lager
beer
Service
of
drinks
at the
poolsid
e
Service
of
water
13

10
11
12
13
14
White wine glass
Red wine glass
German white wine glass
Champagne tulip
Brandy balloon
5 1/2 oz
7 oz
5 oz
6-8 oz
8 oz
Service of white wine
Service of red wine
Service of German white
wine
Service of champagne and
champagne cocktails
Service of brandy and
flamed coffee
15
Champagne
saucer
5 oz Service
champagne,
Short
cocktails
of
Food and Beverage Service Linen
Restaurant linen is very expensive and should be stored,
laundered, and used with care.
Linen used on tables should ideally have a fall of 12 inch or 1
foot on all sides.
Commonly Used F & B (S) Linen of Standard Sizes
Sl.no.
Name of
linen
Size of linen Use
1

For
a 3
ft
squ
are
tabl
e, a
square
table
cloth
5 ft
squar
e
For
laying
on a 3 ft
square
Table
14

2
3
4
5
6
7
8
9
For a rectangular table
4 1/2 ft x2 1/2ft
For a round table of 3 ft
diameter
Slip cloths or napperon
Waiter’s cloth
Cocktail napkins
Tea napkins
Buffet cloth
Buffet frills
6 ½ ft x4 ½ ft
5 ft diameter
3 ft x 3ft
Damask or cotton size 24”
x 24”
6-8”square
12”square
Any length minimum
being12 ft
Cotton or satin of height
30-36” and length 12 ft or
more
For laying on the standard
restaurant rectangular
table
For laying on a small
restaurant round table
To lay on top of the table
cloth
Used by waiters during
service
Small napkins used in bars
Larger napkins used on the
restaurant table
Long table cloth used on
the buffet counter
Used to cover the front of
buffet counters
F& B Service Department: Furniture
Choice of furniture in a full food and
beverage service establishment is also
dependent on the type of
establishment, size and shape of area,
budget, cuisine to be served and flexibility
for multipurpose
usage.

Theory Component
page-8
Furniture should ideally be good looking,
trendy, durable and easy to clean.
Stackable chairs are
essential for banqueting whereas speciality
restaurant need richly upholstered chairs.
Tables come in different shapes. Other
common furniture include the sideboard also
known as a
dummy waiter or a waiter’s console where spare
cutlery, crockery, linen, extra saucers are stored.
The hostess desk, buffet counter, gueridon trolley
may also be included in furniture found in food and
beverage outlet. Wooden furniture remains a
favorite with F&B service management though
wrought
iron base, marble, granite tops, stainless steel base
etc are also found. PVC is used in cheaper outlets, as
they are less costly and easy to maintain.
Standard Sizes of F&B (S) Department
Furniture
Restaurant chair:
Height from
ground to base
Height from
ground to top of
back rest
Size of base or
seat
Restaurant
table:
Square
Square
Rectangle
Round
Round
Height of a
table
18”
39”
18”x1
8”
2 ½ x 2
½ ft for
2
persons

3 ft x 3 ft for 4 persons
4 ½ ft x 2 ½ ft for 4 persons
3 ft diameter for 4 persons
5 ft diameter for 8 persons.
2 ½ ft or 30”
16

Theory Component
page-9
Miscellaneous Equipments: All such equipments
used in the food and beverage service department
which have not been covered under the above
major equipment category are included in this
category.
This includes
1. Chopping board
2. Straw
3. Swizzle sticks
4. Cocktail umbrella
5. Bottle opener
6. Breadbasket
7. Fruit stand
8. Tea / coffee strainers
9. Chaffing dish
10. Tooth picks
11. Paper napkins
12. Doilley
Although F&B (S) equipments have been discussed
at length, all students of this trade have to become
practically exposed to equipments and their use.
Key Words:
Silverware
Flatware
17

Theory Component
Cutlery
Hollowware
EPNS
Bone China
Goblet
Tumbler
Napperon
Dummy waiter
Swizzle Stick
page-10
18

Theory Component
Topic: Techniques and principals of cleaning:
page-1
Cleaning and care of equipment have to be
repeatedly practiced by the students. Like the
previous
chapter this is a skill oriented module and a visit
to a nearby hotel with requisite infrastructure
helps
the student to appreciate the process better.
Ø Dish wash/care of
equipment.
1. Understand how dirty plates are
deposited in the dish wash
area.
2. All dirties have to be scraped of dirty
food and then
deposited in the separate trays
set aside for cutlery, racks
for glasses and plates on the
landing table.
3. Notice how the dish wash section
cleans the plates, cutlery
and glassware.
4. The equipment is allowed to drain
on a landing area.
5. Pickup the equipment and take them
to wiping area.
Ø Plate Wiping.
1. Hold the plate completly covered in
the wiping cloth.
2. Wipe it dry without allowing your
palm to touch the plate.
3. Collect in stacks of 25.
4. Carry stacks and store them in the
side board.
5. All crockery is stacked separately,
however the soup bowls and cups may
be stacked in
lesser numbers (space permitting.)
Ø Wiping glassware.
1. The glass is held in one corner
of the wiping cloth usually with the
left hand with a part

of the cloth below the base.
2. Stuff the other end of the cloth into the glass whilst still holding it.
3. Rotate the glass with right hand with the right thumb inside the glass but not
touching
the glass surface.
4. Place the wiped glass on a salver so that it can be carried to the sideboard.
Ø Wiping cutlery and flatware.
1. Segregate the cutlery and flatware in to similar type.
2. Hold each item in your left hand with the wiping cloth below
it.
19

Theory Component
3. Cover the item with the other part of the cloth and wipe it dry
with the right hand.
4. Collect on a salver and carry back to the sideboard.
Extra plates and table ware are stored in the plate room
Ø Care of Linen:
page-2
1. The clean linen is
stored in ancillary linen
room which may be
attached to the
pantry.
2. The spare linen in daily
use is stored in the
sideboard .Store linen
well ironed, with
the larger linen stacked at
the bottom.
3. Dirty linen is deposited
in a box kept just outside
the exit door of the
restaurant
leading into the pantry.
4. These linen are
counted, tied in bundled
of ten/ twenty tied in a
large bundle and
exchanged in the main
linen room. The exchange
is done on the basis of
CLEAN FOR
DIRTY.
For all equipment crockery, glassware, hollowware,
flatware and linen a fortnightly count is undertaken
to located breakage / loss of equipment if any.
Ø Pick up Counter
(i) Check how the food
pickup is streamlined at
the food pick up area
(ii) List the activities at
the abouyer’s desk

Theory Component
Ø The Silver room :
page-3
(i) Silver is a delicate metal
and needs polishing since it
gets easily stained by
sulphides
in food.
(ii) Silver cleaning is done by
the following process
(a) Wipe the silver item
clean
(b)Dip cotton in a silver
cleaning liquid like
proprietary silvo
(c) Dab the cotton on the
metal till the silver is lightly
covered with a layer of silvo
(d)Allow the metal to dry for
10 minutes
(e) Buff it with waste cloth
In large hotels since the silvo method
works out to be expensive, industrial
methods are used.
These includes
1. The plate
powder method
2. The silver dip
method
3. The
Burnishing
machine
4. The Polivit
method
The plate powder is a pink powder which
is made into a thick paste by mixing with
ethyl alcohol.
The paste is applied evenly on the silver.
As the alcohol evaporates, Silver is
buffed with a waste
cloth.

The Silver dip is a proprietary liquid like Goddard’s silver dip The silver is dipped in the
solution
for a short time. The liquid reacts and cleans the stain. The silver is removed, washed in
hot
water and wiped clean.
The burnishing machine is a large drum in which highly polished ball bearings are
covered with
hot soap water. As the drum rolls the silver inside the drum is cleaned by the friction of
the ball
bearings and soap water.
The Polivit is a container with large aluminum sheet having holes in which washing soda
solution
is added. The action of aluminum and soda cleans the stains
As mentioned at the beginning of the chapter, a hotel visit to a star hotel in the neighborhood with
a
silver cleaning machine would enhance student appreciation of the same.
21

Theory Component
Key words:
Dish wash
CLEAN FOR DIRTY
Abouyer’s desk
The Silver room
The plate powder method
The silver dip method
The Burnishing machine
The Polivit method
page-4
22

Theory Component
Topic: Personal Hygiene:
page-1
Hygiene can be defined as the practice of keeping
oneself and one’s surroundings clean in order to
prevent disease or illness. As discussed earlier it is
an important attribute of the waiting staff.
Personal hygiene is important to all of us as
individuals, but for the staff of the tourism industry,
especially food handlers it is a basic necessity to
maintain the highest levels of personal hygiene.
Hence,
employers and customers alike demand high
standards of personal hygiene from the waiting staff
brigade.
The following are to be cultivated by all who wish to
seek a career in the catering industry:
§ Have a bath daily, if need be twice a day.
§ Trim finger nails and toes regularly.
§ Wear a fresh set of clothes every day.
Make sure your clothes are well tailored,
clean, ironed
properly and look elegant on you.
§ For men shave daily, if you keep a
moustache, trim it regularly.
§ Avoid wearing finger rings.
§ Ladies should tie up their hair into a bun
and cover it in a net.
§ Excess jewelry should be avoided.
§ Use a mild body freshener.
§ Do not bite fingernails.
§ Wiping perspiration, picking the nose,
coughing in thepresense of the customer,
scratching body
parts are absolutely a no in the catering
business.
§ Use hand sanitizers to wash your hands
every two hours.
§ Wash your hands well with soap if you
visit the toilet.
Personal hygiene should be an inculcated habit.
Hence grooming check forms a part of daily briefing

of
staff prior to the beginning of a meal period.
Key Words:
Personal Hygiene
Habit of cleanliness
Grooming
Disease
Daily briefing
Hand sanitizer
23

Theory Component
Topic: Food handling and Hygiene:
Some definitions:
page - 1
• Food: any substance, which we eat so as
to maintain life and growth.
• Contaminate: Make impure by exposing
to a poisonous or polluting substance.
• Spoilage: decay of food and other
perishable goods.
• Food poisoning: illness caused by food
contaminated by bacteria or other harmful
micro
organisms.
Every waiting staff should understand that food is
highly perishable, especially cooked food. Improper
storage, handling of food can easily lead to food
poisoning. All catering students should realize the
value
of handling food properly to avoid spoilage which
not only causes loss of revenue but also brings a bad
name to the organization.
The following points need to be taken care of:
Ø Store cooked, semi-
cooked and raw food
separately
Ø Store dairy products,
meat, well refrigerated,
vegetables- refrigerated mildly,
whereas grocery at room
temperature
Ø Have separate cutting
area for vegetables and meat,
never use the same cutting or
storing bowls. It is best to
color code non veg.
handling items and veg.
handling
items.
Ø Sanitize hands every two
hours to reduce microbial
contamination through hands
Ø Meat pre- preparation
area should be ideally an air

conditioned room.
Ø Wash the kitchen and pantry floor on a periodic basis to keep it clean
and hygienic.
Ø Send water and food samples to the microbiology lab for testing from
time to time to
ensure the storage cycle is effective
Ø Ensure all food handlers wear caps to cover their heads.
Ø Waiting staff should wear gloves while handling food directly/assembling
the food
Ø Food waiting to be picked up should be kept at a designated hot
plate/cold counter
and never left unattended
Ø Check the expiry date of all packed food before use/sale
Ø Puffed up cans should never be used.
Ø Any food not smelling good should not be served.
24

Theory Component
Topic: Food Handling and Hygiene:
Key Words:
Food
Contaminate
Food poisoning
Spoilage
Perishable
Bacteria
Semi cooked food
Dairy products
Pre-preparation area
Food assembly
page - 2
25

Theory Component
Topic: Safety and precautions:
The major safety concerns in catering establishments include:
• Fire
• Physical injury due to slips, falls, bruises and cuts
• Burns and scalds
• Terrorist activities
Conditions Needed For A Fire
page - 1
For a fire to take shape (as well as
continue), the following three conditions
should be met:
1. A combustible material
2. A specific temperature at
which the above material would
burn
3. Some fuel (mostly oxygen) to
aid the burning
Fire fighting is a very important aspect of a
worker in the catering industry as the work
environment
has plenty of chances where the fire cycle may
be completed. Compulsory fire fighting classes
have
to be conducted by any catering organization.
A visit to a nearby hotel to explain fire fighting
devices may be a good way to educate
students
about the importance of fire fighting.
Classes Of Fire
Let us also understand the classes of fires.
• Class A
These are fires that involve some solid
material like, clothers, paper, junk-heap,
wood etc.
• Class B
These are fires that involve liquid
materials like: petrol, gasoline, diesel, oil
etc.
• Class C
These are fires that involve electrical
elements
• Class D
These are fires are those involve metals
• Its important to know about the classes

of fires because fire-extinguishers are classified and
marked based on the type of fire on which they would be effective
26

Theory Component
Topic: Safety and precautions:
Types Of Fire Extinguishers
• Water Based - These are most effective on Class A fires.
• Foam Based - These are used mostly on Class B fires.
It can also be used on Class A fires.
• CO2 Based - These are mostly used on Class C fires.
It can also be used on Class A and Class B fires.
• CFC Based - These are mostly used on Class C fires.
It can also be used on Class A and Class B fires.
page - 2
• Dry Chemical Based These
are most commonly used type of
extinguishers.
It can
be used
on Class
A, B
and C
fire.
Hence,
its
popular
ly also
called
as ABC
type.
Physical injury:
Accidents like falls, slips, bruises, cuts etc
are very common in the F&B trade.
Sometimes they may be
major accidents like falls, fracture deep
gashes etc to the staff working in the
kitchen. In most of these
cases well trained first aid handlers can
reduce major complications to a large
extent.
However facilities like Doctor on call,
medical insurance of all staff, and
reduction of reaction time in
getting medical attention reach the
patients saves complications and life in a
majority of cases.
Bomb threat & Terrorist
Activities:
Terrorist activities were traditionally not
considered as disasters. However, during
the last few years,
terrorist activities have become more
sophisticated and F&B establishments
have been targeted

regularly making sensitization to such activities for staff a very important part of disaster
management.Generally, large scale terrorist activities can be prevented only through timely collection
and analysis of “intelligence” data The only precaution that general population can take is to remain
observant of their surroundings, and, report any suspicious activity to the law-enforcement agency.
Heeding to alerts from the law enforcement agencies and scrupulously checking credentials of all
employees, passport details of foreign guests, installing technology like luggage screeners, walk through
detectors, under body checking glass for vehicles. Restricted entry with barricades for vehicles coming
into a hotel premise, strict enforcement of gate passes to allow only authorized movement within the
establishment, and installing CCTV at critical traffic movement points all help reduce the risk of terrorist
activities within a hotel or restaurant.
27

Theory Component
page - 1
Topic: Food and beverage terminology:
Ø Food: any substance, which we eat so
as to maintain life and growth
Ø Fine dining restaurants: attached to five
star deluxe hotels- usually speciality
restaurants which
serve an exclusive fare.
Ø Multi-cuisine restaurants: attached to
hotels or stand alone units which serve more
than two
different cuisines
Ø Coffee shops: restaurants open round
the clock which offer food and a large
selection of
beverages at affordable prices
Ø Bars: Outlets that serve alcoholic
beverages with some snacks
Ø Fast food outlets: made popular by
burger joints and the pizza houses they serve
standardized
food at affordable rates, the service
being fast and informal.
Ø Cafeteria: Counter operations that cater
to a large number of people in a relatively
short period
of time. Found in railway stations, bus
depots etc
Ø Road side Dhabas: Catering to the road
commuters, they often serve traditional food
without
many frills and at highly affordable rates.
Ø Food courts: set up in market places,
malls, fairs etc serving a large choice of food
and beverage
under the same roof.
Ø Cutlery: All F & B service
equipment used by guests on the table to
cut food e.g. Joint knife,
sideknife, fish knife, butter knife, cheese

knife etc.:
Ø Flatware:This consists of all the
spoons and forks used by the guest to serve
and to eat his food
on the table except cutlery eg.
teaspoon, coffee spoon, dessert
fork, fish fork, pastry fork etc.
Ø Hollow Ware: These are
silver equipment meant for
carrying food and beverage
from the
kitchen to the guest table
eg.water jugs, tea pots, coffee
pot, sugar basin creamer, entrée
dish
platters etc.
Ø EPNS: Electro plated nickel
silver: Metal used to make the best
cutlery, flatware and hollowware.
Ø Tumbler: A glass having a base
and a bowl only.
Ø Goblet: A glass having a base ,
a bowl and a stem.
Ø Slip cloths or napperon: Laid on
top of the table cloth to protect it
from spills and also to give a
better design.
Ø Dummy waiter : a waiter’s
console where spare cutlery, crockery,
linen, extra saucers are
stored
28

Theory Component
Topic: Food and beverage terminology:
Ø Special silver cleaning methods:
The plate powder method
The silver dip method
The Burnishing machine
The Polivit method
page - 2
Ø Food poisoning:
illness caused by food
contaminated by bacteria or
other harmful micro
organisms
29

REFERENCES AND FURTHER READINGS :
1. Modern Restaurant Service : JOHN FULLER, Hutchison.
2. Mastering Restaurant Services : H.L CRACKNELL and G.NOBIS, Macmillan.
3. Food and Beverage : DENNIS LILLICRAPAND JOHN COUSINS, Hodder &
Stoughton.
4. Improving Food and beverage performance : KEITHWALLER, Butterworth-
Heinemann.
5. Bar and Beverage Book : KOSTAGIS, THOMAS AND PORTER,John wiley.
6. Food & Beverage service : BRUCE AXLER, CAROL LITRIDES , John wiley and
Sons.
7. Text Book of F&B Service : SN BAGCHI , ANITA SHARMA , Aman Publications.
8. Food & Beverage Service : VIJAY DHAWAN.
30

Hunar se rozgar in f & b service theory manual

Recomendados

Recomendados

Más contenido relacionado

Destacado

Destacado (20)

Similar a Hunar se rozgar in f & b service theory manual

Similar a Hunar se rozgar in f & b service theory manual (20)

Más de Dr. Sunil Kumar

Más de Dr. Sunil Kumar (20)

Último

Último (20)

Hunar se rozgar in f & b service theory manual