F&B SERVICE NOTES

1. F&B Service Department
By Rajish Dharmarajan

2. TYPES OF CATERING SECTORS
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Hotels: This sector provides food and beverage along with the
accommodation. These developed from Inns supported by the
development in Transportation and increase in business and leisure
related tourism.
Restaurants: These catering sectors came out from hotels. The
chefs and managers of hotels started up small place where provision
of food and beverage was generally at high price due to the
environment and mode of service.
Popular Catering: This catering outlet provided food and beverage
at generally low or medium price with limited level of service.
Fast Food: Provision of food and beverages in a highly specialized
environment, which was characterized by high investment, high labour
cost and vast customer. These grew out from the combination of
popular catering and take aways, which was highly influenced by
American companies.
Take Aways: The provision of food and beverage in the form of
parcels for the convenience of taking away and eating at the place
they wish to have. This catering operation was influenced by America
and trend in food taste to great extent.

3. TYPES OF CATERING SECTORS
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Retail Stores: Here the provision of food and beverages was provided
as a adjacent to provision of retailing developed from prestigious stores
wishing to provide food and beverages as part of retailing concept.
Banquets / Conference: Here the provision of food and beverages is
done on a large scale usually pre booked. Usually originated from hotels
but has now become major sector in its own.
Leisure Attractions: Increase in leisure time has made profit from
food and beverage, which is provided at these places of leisure
attractions.
E.g.: Theme Park
Highway Service Station : Born in 1960’s with the advent of
motorway travels often in isolated locations. Provision of food and
beverage together with retail and petrol service for motorway travelers.
Welfare Catering: Provision of food and beverage to people to people
through social needs. E.g. Hospitals, School etc.
Industrial Catering: It was born out with the recognition that better fed
workers work better, provision of food and beverages for people at work.
Entertainment Catering : Provision of food and beverage along with
entertainment. These developed from dine and dance era. E.g. Night
Clubs, Discotheque etc.

4. TYPES OF CATERING SECTORS
 Members
Club: Provision of food and beverages to
restricted clientele. It originated from England in the 17th and
18th Century where members club were popular.
 Casinos: Provision of food and beverages as an adjacent
to gambling. Its origin can be traced back to 18th century of
Europe
 Transport Catering: Provision of food and beverage to
people on move. It came out of need to meet requirement of
traveling public. E.g. Railways, Airlines, Marine
 Mobile Catering: Provision of food and beverage from
vans, cravens etc. There developed from the awareness
areas at different times.
 Outdoor Catering: Provision of food and beverage away
from home base. This developed to the need for providing at
special events.

5. BASIC ETIQUETTES OF FOOD AND BEVERAGE
PERSONNEL
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The hotel and restaurant business is an admixture of showmanship,
diplomacy and sociability. All front line personnel are required to have and
ability to communicate, effectively. The etiquette that a waiter exhibits in a
restaurant should comprise the following
Attend to guest as soon as they enter the restaurant
Assist guest to remove warm, heavy coats in winter and help them put them
on when they leave
Preferably address them by their name which requires remembering them
Wish the guests the time of the, day and welcome them to the restaurant
Be polite to guest
Help to seat ladies
Provide extra customs or special chairs for children
When speaking to a guest do not interrupt him if he is speaking to another
guest
Do not overhear conversation
Avoid mannerisms such as touching hairs, nose picking etc.
Stand erect at all times. A gentle bow at the time of service is permissible

6. BASIC ETIQUETTES OF FOOD AND BEVERAGE
PERSONNEL
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Be attentive to guest calls
Talk softly
Stride a match to enable a guest to light his cigarette
Avoid arguing with service staff and guest in restaurants
Carry pencils in the pockets and not behind ears or clipped in
front of the jacket.
Avoid soliciting for tips
Remove tips after the guest has left.
Enter and leave restaurant through the service door only.
Desist from chewing gun or beetle nut.

7. ATTRIBUTES OF FOOD AND BEVERAGE PERSONNEL
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The product of food and beverage operation is not just food and beverage
itself. Any staff coming in contact with the guest is also part of the product.
No matter how good the quality of the food and beverage, décor and
equipment., a poorly trained staff can destroy the customers satisfaction
with the project. Listed below are the attributes necessary in food beverage
service.
Personnel Hygiene: A person working in food and beverage service area
should maintain personal hygiene such as
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He Should take bath daily
He should shave daily
He should wear clean, well pressed uniforms
He should polish his shoes daily
He should trim his moustache and lairs as and when required
Knowledge of Food and Beverage
The staff must have sufficient knowledge of all the items on the menu
and wine list in order to advise or suggest to a guest. Moreover they should
know how to serve correctly each dish, what its accompaniments are, what
are their appropriate garnishes and also how to serve various types of
beverage in the correct glasses and the right temperature.

8. ATTRIBUTES OF FOOD AND BEVERAGE PERSONNEL
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Local Knowledge: In the interest of customers the staff should have a certain
knowledge of the area, in which they work so that they may be able to advice the
guest on the various forms of entertainment offered etc.
Attitude to Customers: A careful watch should be kept on customers of all
times during the service and without starring, care should always be taken when
dealing with difficult customers
Sales Ability: The food and beverage service staffs are sales people of food and
beverage and must therefore have a complete knowledge of all forms of food and
beverage and their correct service.
Sales Ability : The food and beverage service staffs are sales people that the
establishment earns maximum profit by maximum amount of business during the
service period.
Customers Satisfaction: The food and beverage service staff must see that
the guest have all they require and are completely satisfied.
Tackling Complaints: The staff should have a pleasant manner
showing courtesy and tact they should never displeasure even though at
times things may be difficult. They should never argue with a customer. If
they cannot deal with a situation, it should be refereed immediately to a
senior member of the team.
Conduct: The staff’s conduct should be impeccable at all times
especially in front of the customers. Rules and regulations of the
establishment should be followed and respect shown to all senior member
of staff.

9. ATTRIBUTES OF FOOD AND BEVERAGE PERSONNEL
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Memory: This is an essential asset to food and beverage
service staff. It may help them in various ways in their work, if
they know the likes and dislikes of the guest. Where they like
to sit in the service area, what are their favorite drinks and so
on.
Honesty: This is all-important to the staff in dealing with both
the guest and management. If there is trust and respect in the
triangle of staff. Guest and management relationship, then
there will be an atmosphere of work, which encourages
efficiency and a good team spirit among the service
operations.

10. Types of Service
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Table Service : Table service means a service to a customer when he
enters into the area and is seated. The ordering of food and beverage is
done from the menu. The staff does the service and clearance of food and
beverage.
Assisted Service : This form of service is the combination of table
service and self-service. In this type of service the guest is assisted by the
waiter for service of food and beverage in certain occasions and also
helped by the guest himself for the service of food and beverage.
Self Service: It is a service method where in food and beverages are
usually displayed and the guest serves himself
Single Point Service : This method of service signifies that the point of
order and service of food and beverage is done from one single point
only, and it is the guests choice to take the food away from the premises.
E.g. take ways, fast foods etc.
Specialized Service : In this method of service it is the provision of food
and beverages to the guest in area which are not primarily designed for
the service

11. If these five categories have to the further
classified it can be done as following
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American Service: The other name by which this form of service is
known that the food is served in the guest plate from the kitchen itself
as it reduces the time taken for service and provide a faster service.
This form of service developed for the requirement of faster service to
the guest.
Russian Service: This form of service was much more prevalent in
the 16th and 17th century. It is always misunderstood or was confused
by indicating it as guerdoin or butler service. Originally Russian service
was where in Table laid with food for customers to help themselves
was carried down.
French Service or Butler Service : In this form of service the
presentation of food individually to customers by service staff for
customers to serve themselves. In this form of service, the case of
silverware items was more significant.
English Service or Silver Service : This form of service is also
known as ‘Host Service’ . In this form of service host plays an
important role, as it is the host whose approval is required for the
service of food. The food is presented and served to the customer by
service staff from food platters or dish.

12. If these five categories have to the further
classified it can be done as following
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Guerdoin Service : Food is served on the customers plate from the
side table or trolley which may also include carving, cooking, flambéing,
preparation of salads and dressings and final touch to the food. The food
is partly cooked from the main kitchen and the final preparation is done
in front of the guest and served to the guest.
Cafeteria Service: This service usually exists in Industrial canteen,
colleges, Hospitals and hotel cafeteria. The menu is fixed and displayed
on large board the guest may have to buy coupon in advance. Present
them at the counter. Sometimes the food is displayed behind the counter
and the guest may indicate their choice in the counter attendance.
Counter Service : Tall stools are provided at the counter itself, so that
the guest may eat food at the counter itself. In better organization the
covers are laid on the counter itself. Food is displayed either behind the
counter for the guest to choose from
Silver Service : This form of service requires the food to be served to
guest plate from silver plates, the portioning of the dishes are done in the
kitchen itself. All food is presented in silver dishes with elaborate
dressings

13. If these five categories have to the further
classified it can be done as following
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Grill Room Service: In this form of service various cuts of meat are
grilled, in front of the quest. The meat carcass is displayed behind the
glass partition. So that the guest can select his/her cut of meat. The food
comes preplated.
Buffet Service: A self-service by which food is displayed on the table.
The guest takes his plate from the stakes of plates kept at alone of each
table and either requires waiter behind the buffet tables or helps him. For
sit down buffet, Tables are laid with crockery and cutlery as in restaurant
Banquet Service: This service mainly refers to functions. Cocktail
parties, state lunch or dinner dishes, operations on certain occasions, a
buffet or special request from the customer are entertained.
Lounge Service: The service takes place in the residential hotel and
refers to the service of coffee, tea, sandwiches where residents can
have generally for 24 hours service each day.
Indian Service: The basic principle of Indian service is that the dishes
are dished out from the front of the guest and either on a leaf or thaali;
as the case may be, the water tumbler is generally placed on left hand
side of guest.

14. PREPARATION FOR SERVICE
The duties to the carried out before the service commerce are many and varied
according to the particular food and beverage service area concerned. The term misen-place is the traditional term used for all the duties that have to the carried out in
order to have the room ready for service.
 The pre preparation for service can be mainly divided into
 1. Mise – En – Scene : Mise-en-scene refers to preparing the environment of the
area in order to make it pleasant, comfortable, safe, and hygienic for the waiter
restaurant is the service area. Before each service session, the restaurant should be
made presentable enough to accept guests. The supervisor or team of waiter should
ensure the following mise-en-scene:
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Carpets are well brushed
All tables and chairs are serviceable
Table lights or wall lights have functioning bulbs
Menu cards are presentable and attractive
Tent cards or other sales material are presentable
Doors and windows are thrown open for sometime to air the restaurant. This should be followed by
closing the windows and doors and setting the air-conditioning or heating to a comfortable
temperature.
Exchange dirty lines for fresh linen.
Table cloths and mats are laid on the tables
Wilted flowers are discarded and fresh flowers requisitioned
2. Mise-En-Place: Mise-en-place means “putting in place” and is the term
attributed to pre-preparation of a work place for ultimate smooth service. To ensure
that restaurant is ready for service. A station comprises of a given number of tables,
which are attended by a given team of waiters. Thus a restaurant may have several
stations, each with a team of waiters. In large restaurants a captain or chef-de-rang
may head each station.

15. PREPARATION FOR SERVICE
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3. Side Board: A side board (or dummy waiter) is a piece of furniture with
shelves and cupboards. Spacious enough to hold all linen, cutlery, crockery
etc. for service to a particular number of covers. The smooth functioning of
service in the given covers will depend on how thoroughly the sideboard has
been prepared.
Before a restaurant opens for service the sideboard must be equipped with
the following items
 Cold water in jugs with under plates and napkin to cover
 All-important proprietary sauces as Worcestershire sauce,
Tobascco sauce, tomato ketchup etc.
 Toothpicks in toothpick holders
 Sugar bowls with teaspoons for each
 Straw holders
 Pickles and chutneys
 Bread Baskets or Boats
 Ashtray’s cleaned and polished
 Service spoons and forks

16. PREPARATION FOR SERVICE
Adequate number of cutlery used on the table
normally 2 ½ times the no required for one sitting in
the station
Salvers
Under plates
Half plates, quarter palate and large plates and
sauces
A crumbing plate
Trays covered with napkin for service
Spare lines for restaurant
Paper napkins and doily papers
Butter dishes, finger bowls, water goblets
Cloth napkins are folded and kept ready for service
Cruet sets cleaned and filled with salt and pepper

17. CLASSES OF MENU
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The classes of menu are basically two
A la carte menu
Table d’ hÔte menu
Along with these two classes of menu even ‘Carte de jour’ menu can also
be included. This is a menu which indicates as “today’s special”, which is
usually inserted into table d’ hote or a la carte menu.
A la Carte menu : The term a la carte may be translated as from the
card. The following points may define this type of menu.
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This gives a full list of all the dishes that may be prepared by the establishment
Each dish is priced separately
A certain waiting time has to be allowed for many of the dishes.
Some dishes are cooked to order
Table d’ hote menu : The following point covers the definition of table d’
hote menu.
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The menu has fixed number of courses
There is a limited choice within each course
The selling price of the menu is fixed
The dishes provided will all be ready at a set time
The set price is charged whether or not full menu is consumed