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HOTEL TAJ, MUMBAI. DECLARATION

 

I

hereby

OPERATION” “BACHELOR

state

that

submitted

DEGREE

Project in

titled

partial

IN  TOURISM ISM

“RESTAURANT

fulfillment

&

of

the

HOSPITA ITALITY  ITY 

SERVICES SERVIC ES DEGREE DEGREE COURSE COURSES S ” is an original work done entirely entire ly by me. This is the research research work completed by my own effo ef fort rt and all the the rese resear arch ch was was as tran transp spar aren entt as my own own presentation of the copy.

  M D ZIAUL ISLAM Bachelor Degree in Tourism & Hospitality Service

 

AKNOWLEDGEMENT A sincere effort has been made to present every aspect of the departmental work in a systematic manner so that this project work will serve my academic pursuit. I am extremely grateful to my revered teacher and guid gu ide e Mr. Nity Nitya anand nanda a Sing Singha hari ri who has has been been my so sour urce ce of  insp in spir irat atio ion n and and guid guidan ance ce an and d exte extend ndin ing g me in my sort sorts s of  official assistance of this project work. I owe a lot to my esteemed H.O.D. Miss Nisat Spiti Mohanty and teacher Mr. Nityananda Singhari who have been ki kind nd enou enough gh to insp inspir ire e me in my vent ventur ure e by shar sharin ing g thei theirr knowledge and valuable time in correction of my errors. Lastt but not the least; I am thankful to my parents Las parents and friends who have sincerely looked into the preparation of this project.

MD ZIAUL ISLAM Roll no: 12BTH08024

 

GUIDE CERTIFICATE

 This

is

certified

that

the

title

“RESTAURANT

OPPERATION” endor endorse ses s

by” by” MD ZIAU ZIAUL L IS ISLA LAM” M”,, is a frui fruitf tful ul

effo ef fort rt of his his har hard work. ork.

He main mainta tain in the the sacr sacred edn nes ess s and

uniqueness of the project by his, own effort’ “MD ZIAUL ISLAM” is a bonafied research scholar of  BIJU PATTNAIK COLLEGE OF

HOTE HO TEL L MANA MANAGE GEME MENT NT TOUR TOURISM ISM..  This Project has been presented

by

BACHLOE LOER

the

student

DEGREE

IN

for

the

TOURISM ISM

partial

AND

fulfillment

of 

HOSPITA ITALITY  ITY 

SERVICES Cour Course. se. No port port of the work work has has been submitted submitted for any degree by by him. The assistance obtain in any form during the research has duly been acknowledged.

I wish him all the success in future research and future time.

Course: Place:

BACHLOER DEGREE IN TOURISM AND HOSPITALITY SERVICES

Bhubaneswar

  NITYA NANDA SINGHARI Faculty in

 

BIJU PATTNAIK  COLLEGE OF HOTEL MANAGEMENT TOURISM

CONTAINS SL.

NO

chapter

name

page nos. 1

chapter-1 •

Hotels:

A

brief

history

01 2

chapter-2 •

Introduction

to

food

and

16 beverage service •

Types

of

service

17 •

Outlets

of

food

and

beverage

21 service •

Relationship 25

between

 

food and beverage services with other departments. 03

chapter-3 •



History 27

of

Supervision

and

restaurant

organizational

32 hierarchy •

Qualit itiies

and

job

responsibilities

34 Of restaurant staff  •

Attributes

of

restaurant

staff  

38 •

Staff

scheduling

40 •

Format

of

duty

roaster

41 •

Types 42



Menu 50



Cover 56

of

restaurant

 

Briefing



57 04

chapter-4 Restaurant



reservation

59 Equipment



and

utensils

60 required for operation •

A flow chart

showing how to ask 

63 a guest to seat •

How to proved water and meal to 64 Guest



Billing

system

in

restaurant

65 Conclusion 66 Bibliography 67 My 68

own

view

 

CHAPTER1

 

1 HOTELS: A BRIEF HISTORY: The history of hotels is intimately connected to that of civilizations. Or rather, it is a part of that history. Facilities offering guests hospitality have ha ve been been in evid eviden ence ce si sinc nce e earl early y BIB BIBLI LICA CAL L ti tim mes. es. The The Greek reeks s developed thermal baths in villages designed for rest and recuperation. Late La ter, r, the the Rom Roman ans s buil builtt mansi ansion ons s to prov provid ide e acco accomm mmod odat atio ion n fo for  r  trav travel elle lers rs on gove govern rnme ment nt bu busi sine ness ss.. Th The e Roma Romans ns were were th the e fi firs rstt to develo dev elop p therm thermal al baths baths in Engla England, nd, Switz Switzerl erland and and and th the e Middl Middle e East. East. Late La terr st stilill, l, Cara Carava vans nser erais ais appe appear ared ed,, prov provid idin ing g a rest restin ing g pl plac ace e fo for  r  Caravans along Middle Eastern routes. In the middle Ages, monasteries and abbeys were the first establishments establishments to offer refuge to travelers on a regular basis. Religious orders built inns, hospices and hospitals to cater  for those on the move. From antiquity to the Middle Ages:

Inns multiplied, but they did not yet offer meals. Staging posts were established for governmental transports and as rest stops. They prov pr ovid ided ed shel shelte terr and and al allo lowe wed d hors horses es to be chan change ged d more ore ea easi sily ly.. Numerous refuges then sprang up for pilgrims and crusaders on their  way to the Holy Land.

Trav Tr avel elin ing g th then en beca became me pr prog ogre ress ssive ively ly more more ha haza zard rdou ous. s. At th the e same time, inns gradually appeared in most of Europe. Some of them

 

have remained famous, for example, l' Auberge des Trios Rios in Basle, which dates from the middle Ages.  Around 1200, staging posts for travelers and stations for couriers were set up in China and Mongolia. 2

In Europe, or more precisely in Belgium, l' Auberge Cour Saint Georges opened in Gant, while the Angel Inn was built at Grantham in Lincolnshire, England. The start of the hotel industry:

In Fran France ce,, at th the e beg begin inni ning ng of th the e fi fift ftee eent nth h centu entury ry,, th the e la law w required that hotels keep a register. English law also introduced rules for  inns at that time. At the same time, around 1500 thermal spas were developed at Carlsbad and Marienbad. During this epoch, more than 600 inns were registered in England. Their architecture often consisted of a paved interior court with access through an arched porch. The bedrooms were situated on the two sides of the courtyard, the kitchen and the public rooms at the front, and the stables and storehouses at the back. The first guide books for travelers were published in France during this period.  An embryonic hotel industry began to develop in Europe. Distinctive signs were hung outside establishments renowned for their  refined cuisine. At the end of the 1600s, the first stage coaches following a regular timetable started operating in England. Half a century later, clubs similar to English gentlemen's clubs and Masonic lodges began to appear in America.

 

In Paris in the time of Louis XIV, the Place Vendome offered the first example of a multiple-use architectural complex, where the classical façades accommodated boutiques, offices, apartments and also hotels.

3 In the nineteenth century, hotels take over the town :

The industrial revolution, which started in the 1760s, facilitated the construction of hotels everywhere, in mainland Europe, in England and in America. In New York first of all, and then in Copenhagen, hotels were established in city centers.  At the beginning of the 1800s, the Ro Royal yal Ho Hotel tel wa was s bu buililtt in London. Holiday resorts began to flourish along the French and Italian Riviera. In Ja Japa pan, n, Ryokan guest houses sprang up. In India ia,, the governme gove rnment-run nt-run Dak bungalows bungalows provided provided reliable reliable accommod accommodation ation for  travelers. The Tremont House in Boston was the first deluxe hotel in a city centre. It offered inside toilets, locks on the doors and an "à la carte" menu. The Ho Holt lt Hote Hotell in New New Yo York rk Ci City ty was the first to provide its guests with a lift for their luggage. In 1822, in Venice, a certain Giuseppe Dal Niel transformed an old palace into a hotel and gave it his name, "Le Danieli". As trains began to

 

replace horse-drawn transport, highway inns for stage coaches started to decline. During this period, the Shepheards Hotel in Cairo was founded, the result of a complete transformation of an ancient city-centre harem.

4

L'Hôtel des Bergues was built in the spring of 1834 on the shore of  the the La Lake ke of Gene Geneva va.. On One e of its its fo foun unde ders rs,, Gu Guililla laum ume e Henr Henrii Dufo Dufour ur,, became a famous Swiss general. In 1840, l'Hôtel des Trios Couronnes was established in Vevey in Switzerland and the Baur au Lac in Zurich fully refurbished since 1995. In New York, the New York Hotel was the first to be equipped with private bathrooms. The "Bayerischer Hof" was built in Munich in 1841, followed in 1852 by the "Vier Jahreszeiten”. These two famous establishments were completely renovated after the Second World War. Le Grand Hotel Paris:

The inauguration of the Grand Hotel in Paris took place on 5 May 1862 in the presence of the Empress Eugenie. The orchestra, directed by Jacques Offenbach, played the Traviata. This building was designed by the architect Alfred Armand, in order to "show the élite of travelers from all over the world the progress made under the Second Empire by the sciences, arts and industry".

 

The exterior façades with their high arched doors and their Louis XIV XI V wi wind ndow ows s were were in th the e st style yle requ requir ired ed fo forr th the e surr surrou ound ndin ings gs of th the e Opera. The greatest names in painting and decoration participated in the completion of this hotel, the grandest in Europe in its dimensions, luxury and insta installa llatio tions. ns. The first first hydrau hydraulic lic lif liftt was was in insta stalle lled d in th this is hotel. hotel. "Lighting was supplied by 4000 gas jets; heating by 18 stoves and 354 hot air vents. 5 In 1890, the entire hotel was equipped with electric lighting. Due to the installation of steam central heating in 1901, baskets of  wood were no longer sold on the floors. Some years later the hotel was renovated. Further renovation took place in 1970 and 1985. In 1982, it became a member of the Intercontinental chain. Since 1992 the hotel has been equipped with a central Building Management System. In June June 2003 2003,, Le Gran Grand d Hote Hotell Pari Paris s has has re re-o -ope pene ned d it its s door doors s following an eighteen-month multi-million multi-million dollar renovation. The Fifth Avenue Hotel in New York City was the first in that period to provide lifts for its guests. 1869 saw the inauguration, near Cairo, of  the Mena House, an oasis of calm and luxury, at the foot of the famous pyramids of Cheops, Chephren and Mikerinos. In 1870, the Palmer House Hotel in Chicago was the grandest of  all hotels. Its structure, the first of its kind, was fire-resistant.

 

In 1873, the Palais de Wurttemberg in Vienna was transformed into int o a superb superb lux luxury ury reside residence nce fo forr th the e notabl notables es of th the e epoch, epoch, l'H l'Hôte ôtell Imperial. Kings and queens became regular visitors to what is without doubt the finest example of the refined architecture of the Ringstrasse in Vienna. It is said that Richard Wagner directed the first productions of  "Tan Hauser" and "Lohengrin" there. Two years later in 1875, the Grand Hotel Europe opened its doors in St Petersburg. This prestigious place

6 where Tchaikovsky spent his honeymoon and where Shostakovich played a sonata for Prokofiev in his suite. In 1880, the Saga more Hotel on Lake George in the state of New York was the very first to provide electricity in all its rooms. The first school for hotelie ierrs was found unded in Lausanne, Swit Sw itze zerl rlan and d in 1890 1890 by J. Tsch Tschum umi, i, Dire Direct ctor or of th the e Beau Beau Ra Rava vage ge in Lausanne, and A.R. Armleder, the "father" of the Richmond in Genève.

In Mont Monte e Carl Carlo, o, l'Hô l'Hôte tell Herm Hermit itag age e open opened ed it its s door doors s in 18 1896 96,, offering offe ring its guests guests the refined and luxur luxurious ious atmosphere atmosphere enjoyed enjoyed by the ri rich ch at the the cl clos ose e of th the e ni nine nete teen enth th cent centur ury. y. Shor Shortl tly y af afte terw rwar ards ds,, th the e Victoria Hotel in Kansas City offered bathrooms with every room. The Netherland Hotel in New York City then became the first to provide all its guests with their own telephone. In Athen thens s in 18 1874 74,, Stat Stath his Lam Lampasa pasas, s, a chef chef by prof profes essi sion on,, re reali alized zed his dr dream eam by buildi building ng l'H l'Hôte ôtell Grand Grande e Breta Bretagne gne.. Athens Athens was suff su ffer erin ing g at th that at ti tim me fr from om a shor shorta tage ge of wate water. r. It is sai aid d th that at the

 

personnel bought water from carriers in the street to bring to the 80 bedrooms and ... the two bathrooms. Of course, the establishment has undergone several renovations since that time. In 1894, the Grand Grand Hotel became the fir first st Italian hotel to boast an electricity supply. The Swiss hotelier Caspar Badrutt opened the famous Palace de Saint Moritz in 1896. In 1898, César Ritz, from the Valais in Switzerland, who became, to quote the famous phrase of King Edward VII, the "king 7 of hoteliers and hotelier to kings", opened the hotel which bears his famous name in the Place Vendome in Paris. The twentieth century: the age of prosperity:

The early years of the twentieth century were rich in new hotels which rapidly became prestigious. Eduard Niiermans, the "architect of palaces", transformed the Villa "Eugenie", the summer residence of the Emperor Napoleon III and his wife Eugenie de Montijo, in 1900. In 1905, he built l'Hôtel du Palais in Biarritz. In 1913 his "Négresco" was opened in Nice, in the presence of  seven kings! In Madrid, King Alphonse XIII was anxious that the capital should have a luxurious and prestigious hotel, and as a result the Ritz was inaugurated in 1910. Seville paid its own homage to the king by opening a splendid establishment, constructed by the architect José Espiau, the  Alphonso XIII. Not to be outdone, Barcelona inaugurated its own Ritz in

 

1919 19 19.. This This was was equi equipp pped ed with with an un unhe hear ard d of lu luxu xurry at th that at ti tim me, bathrooms with hot as well as cold water! We could also cite, among many other hotels built in the same peri pe riod od,, the the Ritz Ritz and and Savo Savoy y in Lond London on,, th the e Beau Beau Riva Rivage ge Pala Palace ce in Lausanne, le Négresco in Nice, the Plaza in New York, the Métropole in Bruss Br ussels els,, the Plaza Plaza-At -Athen henée ée and l'Hôte l'Hôtell de Crill Crillon on in Paris Paris,, the Taj Taj Mahal in Bombay and so on. The latter was renovated in 1972 by the Inter-Continental chain.

8 The prosp prospero erous us ninete nineteen-t en-twe wenti nties es saw a verita veritable ble boom boom in th the e hotel hot el ind indust ustry. ry. Nume Numerou rous s hotels hotels were were est establ ablish ished ed in th this is decade decade.. In 1923, the architects Marchisio and Prost constructed a hotel in some wond wo nder erfu full gar arde dens ns in the hear heartt of Mar arra rake kech ch in Moroc orocco co,, and and fo for  r  deca de cade des s it was was cons consid ider ered ed th the e most most beau beauti tifu full hote hotell in th the e worl world: d: La Mamounia. Winston Churchill helped to forge its reputation by becoming a frequent guest. Hotels were built not only in cities, but also in the mountains. The first first ski resort resorts s in Switz Switzerl erland and (Sain (Saint-M t-Mor oritz itz,, Gstaa Gstaad, d, Mo Monta ntana, na, et etc.) c.) welc we lcom omed ed tour touris ists ts (oft (often en Engl English ish ones ones)) to so some me very very co comf mfor orta tabl ble e establishments. The worldwide depression which followed in 1929 did not prevent the construction of the famous Waldorf Astoria in New York. This was the greatest hotel edifice of those troubled times.

 

 After the war, the fifties saw the second boom in the hotel industry. The Club Méditerranée (G. Trigano) created the now famous, but then revolutionary concept of the club village. These years were also notable for the construction of the first casino hotels. This was also the time when the airline companies began to develop d evelop their own hotels. In the sixties,

new

tourist resorts

flourished

around

the

Med edit iter erra rane nean an.. From rom Sp Spai ain n to Greec reece e and and from from the Bale Balear aric ics s to Yugo Yu gosl slav avia, ia, nu nume mero rous us ci city ty and and beac beach h hote hotels ls op open ened ed th thei eirr door doors s to summe sum merr guests guests hungry hungry fo forr re relax laxati ation on and a good good dose dose of sunshi sunshine. ne. Portugal and the Scandinavian countries soon followed their lead. 9 Hotels for business people

1970 saw the beginning of the construction of hotels for business people. This movement was supported by several factors. First of all, there was the will of the airline companies to extend their efforts in the domain of hotels. Then there was the sudden prosperity, due to black gold, of Middle Eastern countries which attracted business people from the entire world. This engendered an important business travel trend - not limited to this regi re gion on alon alone e - whic which h in init itia iate ted d th the e deve develo lopm pmen entt of hote hotels ls pr prim imar arilily y designed for business people in Middle-Eastern cities like Dubai, Abu Dhabi, Riyadh and Jeddah, to mention only the most important. Hotel chains, attentive to their customers' wishes, started to offer  an inc increa reasin singly gly varied varied ra range nge of servic services. es. Th Their eir room rooms s bec became ame more more spacious and the cuisine more refined.

 

Grad Gr adua ualllly, y, to too, o, vari variou ous s firs firstt cl clas ass s ho hote tels ls (amo (among ng th them em fo form rmer  er  palaces and city centre hotels) which had fallen into disrepair began systematic renovation programmers. programmers. The end of the seventies, when China opened its doors to foreign tourists, also saw the first congresses of international hotel experts. The third hotel industry boom:

The third boom in the hotel industry began in 1980, marked by more mor e inventive inventive marketing marketing and the developme development nt of hotels increasin increasingly gly adapted to a particular type of clientele. 10 This trend prompted the construction of hotels near airports, hotels for conferences, health hotels, ski holiday hotels, holiday villages and mar arin ina a hotel otels. s. The firs firstt Prop Proper erty ty Manag anagem emen entt Syst System ems s (F (Fid idel elio io,, Hogatex, etc.) appear in the hospitality market. In Istanbul in 1984, work began on the renovation and trans transfor format mation ion into into a hotel hotel of the presti prestigio gious us sulta sultans' ns' reside residence nce,, the Ciragan Palace in Istanbul. The resulting hotel is no less prestigious than the Ciragan Palace was. Managed by the Kaminski chain, it opened its 322 rooms to guests in 1991. The first administrative hotel management systems, offering hotels greate gre aterr indepe independe ndence nce fr from om human human re resou source rces, s, the then n appear appeared ed on th the e market. The hotel industry was becoming more and more competitive. Busi Bu sine ness ss tr trav avel eler ers s and and reti retire red d peop people le beca becam me impo import rtan antt targe argett customers.

 

In th the e ei eigh ghti ties es,, to too, o, th the e Far East East be bega gan n to prep prepar are e it itse self lf to welcome both business people and the tourists who were beginning to discover the countries of the rising sun, such as China, South Korea, Thailand and Japan. The international chains (American for the most part) prepared expansion plans for Europe, the Middle and Far East which were mainly aimed at congress participants and business people. The nineties: technology starts to make an impact:

The early nineties were characterized by a recession in the hotel business, without doubt caused by reductions in multinationals' travel budgets and the growing crisis in the Gulf.

11 The Gulf War helped to create great insecurity for both individuals and business. 1991 is considered to be the black year of the hotel trade. It forced hoteliers hoteliers to become more more creative creative in finding finding ways of attracti attracting ng gues gu ests ts (s (spe peci cial al pr prog ogra ramm mmer ers, s, of offe fers rs fo forr "f "fre requ quen entt trav travel eler ers" s",, hi high gh performance reservation systems) and thus emerge from the crisis with the minimum damage. For the first time, the environment and energy conservation played an important role in the marketing activities of numerous chains (thanks in part to the green movement) and even helped to win the loyalty of  numerous clients while safeguarding assets at the same time. Rese Re serv rvat atio ion n syst system ems s beca became me more more ef effi fici cien entt and and of offe fere red d th the e hote ho telilier er a ne new w di dime mens nsio ion n in th the e cr crea eati tion on of cust custom omer er lo loya yalt lty, y, th the e database. The records of each guest's individual history have helped

 

create individualized marketing programmers and have enabled hotels to satisfy a guest's personal needs from the moment of his arrival. Hotel Adlon Berlin is a legend reborn. From its opening in 1907, until it was destroyed in 1945, it was a symbol of Berlin, a lavish host for  royalty, heads of government, stage and screen stars, and the greats of  literature and science. Now, it has been rebuilt (1997) on its original site, the corner of Unter den Linden and Parser Plats, facing the Brandenburg Gate. Outside, it is a virtual replica of the original; inside it is testimony to what wh at smar smartt hote hotell oper operat ator ors s (in th this is case case th the e Kam Kamin insk skii grou group) p) ca can n accomplish with an investment of $260 million. The hotel's 337 rooms and suites are the ultimate in luxury. Interiors, designed by England's Ezra Attia and Sweden's Lars Malmquist, dazzle with marble, sandstone, 12 stained glass, gold leaf, stuccowork, cherry wood paneling, and damask drap dr aper erie ies. s. Th This is hote hotell is to toda day y equi equipp pped ed wit ith h th the e most most ad adva vanc nced ed technology

with

regards

to

the

Room

Management

System

communicating with the Property Management System. Since Sin ce 1992, 1992, th the e most most impor importan tantt in inter ternat nation ional al chain chains s have have bee been n vying with each other in ever greater imaginative feats related to the vital process of renovating their establishments worldwide. Technology has started to take its rightful place in hotel administration (simplification of  chec ch eckk-in in and and chec checkk-ou outt proc proced edur ures es,, gl glob obal al rese reserv rvat atio ion n sys yste tem ms, marketing management etc.). In 1995, the first Hotel Room Management Syst Sy stem em is laun launch ched ed at th the e Euro Europe pean an le leve vel. l. It is lilink nked ed to th the e most most popular Property Management Systems to make the front desk more efficient and near to the guests.

 

 At International Technology Forums, speakers unanimously, underlined the impact of technology on hotel rooms. Hotel chains have been searching for alliances and some of them. Forr exam Fo exampl ple: e: Holy Holyda day y In Inn, n, In Inte terc rcon onti tine nent ntal al,, and and Crow Crown n Pl Plaz aza a have have merg rged ed to form orm Six conti ontin nents ents hote hotels ls Chain hain;; Marri arriot ot abs absorbed rbed Renaissance and Ramada International; Sol Melia opened a new line of  Boutique hotels, Accor signed several joint ventures in the East and the Far East, etc.) Forte acquired Meridian to reinforce its global position. Starwood’s (Sheraton) absorbed the Italian Ciga chain and Westin. The main expansion zones for the hotel industry in 1994 remained  Asia (particularly China China and India), the Middle East (above (above all, the United  Arab Emirates and Egypt) Egypt) and Latin America. America. 13 In Eu Euro rope pe,, hote hotell ente enterp rpri rise ses s in th the e east easter ern n coun countr trie ies s (Russ (Russia ia,, Croatia, Slovakia, etc.) decided to renovate dilapidated palaces built at the turn of the century. All the European capitals started to invest in preparations for the major event of this fin de siècle period, that is, the celebration of our entry into the third millennium. The 3 star hotel Millennium enjoying top level of On-line Room Man anag agem emen entt Syst System em is si situ tuat ated ed at th the e best best site site in Opati patija ja at th the e Medit Me diter erra rane nean an coas coast. t. Opat Opatijija a in Croa Croati tia a corr corres espo pond nds, s, in te term rms s of  reputation, to the level of St. Moritz in Switzerland. Capita Cap itals ls throu througho ghout ut th the e world world we were re busy busy dev develo elopin ping g th the e necess necessary ary infrastructure to welcome the millions of tourists for the celebration of  this event.

 

Major hotel chains are drawing up development plans in almost all part pa rts s of Euro Europe pe.. Thes These e pl plan ans s prim primar arilily y in invo volv lve e th the e reno renova vati tion on of  numero num erous us pre presti stigio gious us ho hotel tels s in both both weste western rn and and easter eastern n Europ European ean countries. Gradually, the great capitals of Europe have been endowed with hotels boasting three, four and five stars, offering quality services, innovative architecture, style, charm, and interior design (city Boutique hotels). Specialized hotels offer wellness programs including health and beau be auty ty cent center ers, s, pers person onali alize zed d serv servic ices es an and d trea treatm tmen ents ts,, anti anti-s -str tres ess, s, revitalizing, regenerating programs, etc. Extravaganza:

In 1995 construction began in Dubai of one of the most ambitious and prestigious tourist complexes in the region, the Jumeirah Beach 14 Hotels (JUMEIRAH Beach hotel, Burj Al Arab, etc.). These comprise seve se vera rall es esta tabl blis ishm hmen ents ts capa capable ble of sati satisf sfyi ying ng th the e need needs s of aver averag age e tourists, tour ists, business business people people and those who can afford real luxury. The talk now is of six- and seven-star hotels, a surprising designation which is nevertheless perfectly justified by the luxury of the bedrooms and the facilities they offer, the impeccable service, the high degree of modern technology, as well as the beauty of the surroundings and the highquality environment.

In 2004, another Emirate, Abu Dhabi, will welcome the delegates of the the Gulf ulf Coun Counci cill Coun Countr trie ies. s. In th the e new new Conf Confer eren ence ce Pala Palace ce Hote Hotell (CPH). This superior construction has been specified "to offer the most

 

outstanding services with a challenging 9 star definition"… We will, of  course, report on it on a later stage. On-line in seconds, work surf, communicate –everywhere:

Today in 2003, travelers, mostly businessmen, carry their personal PC to make presentations, communicate with their office, via e-mails, etc. One possibility offered to them today consists in the use of so-called Pad offering, in particular, •

Cable-free and universal access to Internet or intranet, wherever  you happen to be





Brilliant colour touch screen Ready to go in seconds (instant on)

15 •

Freedom

in

the

selection

of

transmission

standards

by

interchangeable PC cards •





Unlimited flexibility by open platform Windows CE 3.0 Comprehensive office software package Virtual keyboard and handwriting recognition

For sure, new technologies are continuously offering innovative and more comfortable ways to the traveler. The 160 rooms 5 star Palafitte Hotel in Monruz Neuchatel (CH) offers the the vi vis sit itor ors s of th the e Swis Swiss s Exp xpo o 2002 2002 a visi vision on of so ca calllled ed in in-r -roo oom m available technologies. Conclusion:

 

Lodging facilities are not anymore corresponding only to the truly defi de fin nit itio ion: n: "A lo lodg dgin ing g

acco accomm mmod odat atio ion n

fo forr

trave ravele lers rs". ". No Nowa wada days ys,,

architects, designers, developers, engineers, managers, more and more are conscious that taste of guests could be different, according to their  wishes or needs. Hotel specialists permanently analyses new trends, define def ine bette betterr cr crite iteria ria,, pr prese esent nt moder modern n stand standard ards s in order order to impro improve ve qual qu alit ity y of lif ife e in hote tels ls.. In th the e third ird mille llenniu nnium m, the perman rmanen entt competitive hospitality market of suppliers is definitely more and more able, combining "savoir faire" and the good use of technology to offer  their guests an "A la carte" environment.

 

 

 

BAR CUM RESTAURANT ON TOURIST PLAZA, HYDERABAD.

 

 

CHAPTER2 FOOD AND BEVERAGE SERVICE

 

16 INTRODUCTION: Food and Beverage are the two most prominent revenue earners for any hotel apart from rooms. For a hotel essentially to an elite business business clien clientele. tele. They assume assume uphold uphold importa importance nce since the occupancy generally remains above average. Food is provided by and in hotels through various service outle ou tlets. ts.

Thes These e serv service ice outlet outlets s have have an espe especia cially lly this this is so

unique that what makes them highly competitive and mouth watering. Coming back to that later, the décor which, which, each one furn fu rnish ished ed is very very we welc lcom oming ing and and the the same same time time conv conven enien ientt placement of furniture i.e. thoughtful interior decorating allows the service personnel to show their best skills.  The quality qualit y of food and beverage as I come to understand does not very much in same line resta restaurants urants but ultimately the crucial and most talked about aspect, about food, and beverage is the service that that goes along with it. A not so high quality food can be camouflag camouflaged ed by good food. food. The aim of the the operation operation is to make the guest feel relaxed and fell at home.

DEFFINATION OF FOOD AND BEVERAGE SERVICE: By “Lilly crap”:

 

Food and Beverage Service is the “food flow” (from the purc pu rcha hasin sing g of the the food foods s to se serv rvice ice to the the cust custom omer ers) s) mainl mainly y concerned conce rned with the delivery delivery and presentation of the food to the customer custom er after completion completion of the fo food od produ production. ction. Sometimes, Sometimes, it involves transportation if there is a separation of production and service facility.

17 TYPES OF SERVICE:  The Food and Beverage Service industry is vast and complex, catering to an amazing mix of clientele, ranging from the th e mode modest st to the affluen affluent. t.

Acco Accord rdin ingly gly,, there there are are vari variou ous s

types of service that are classified based and the sequence of  operations to be followed.  The following are some of the popular types of service offered tot the guests. •

Silver service



Plated-cum – silver service

(a) SILVER SERVICE:  This is a form of table service, where the waiter serves the food foo d to the gues guestt at the table table.. The fo food od is picked picked up form the the kitchen taken to the hot plate on the side station on platters and an d pr pres esen ented ted to the the guest guest’s ’s plat plate e in a styl stylish ish and and ef effic ficien ientt manner, recreating the arrangement on the platter.

(b) PLATED-CM-SILVER SERVICE:

 

 This service is offered when the menu is a table d’ dote menu. For this form of service, the m main ain course is plated in the kitchen while the accompanimen accompaniments ts of vegetables, potatoes potatoes and sauces are served from entrée dishes, using a service spoon and fork.

(c) AMERICAN OR PRE-PLATED SERVICE:  This form of service is normally found in restaurants which have ha ve a la larg rge e gu gues estt turn turnov over er..

The The food food is pre-pl pre-plat ated ed in the the

kitchen and serves to the guest.

18 ENGLISH SERVICE: In this form of service, the main dish is by the waiter to the guests. guests. Vegetables Vegetables and p potatoes otatoes a are re placed at at the center center of the the table table for for gues guests ts to help help them themse selve lves s wh while ile sauc sauces es are are served by the waiter.

FRENCH SERVICE:  This service involves bringing food from the kitchen in entrée dishes or oval flat and placing them on the table.

GUERIDON SERVICE:  The work “guerdon” means a mobile table or trolley which is broug brought ht cl clos ose e to the guest guests s ta tabl ble. e.

This This type type of serv servic ice e

involves involv es the use of a gueridon gueridon tro trolley. lley. It requires requires the waiter waiter to be a showman showman as well as good good cook. In order order words, words, he should be able to prepare a full meal in front of the guest or give

 

finishing touch or final touch to the food that is partially cooked in the kitchen.

RUSSIAN SERVICE:  This is a fairly elaborate service involving the use of a “gueridon” trolley in the restaurant. The food is taken directly on the “gueridon” trolley which is placed near guests table.

BUFFET SERVICE: A buffe uffett is a ta tabl ble e or a co coun unte terr se sett with ith all the the coo cooke ked d stylishly displayed. There are are two two forms of buffet buffet service. •

Sit down buffet. 19



Fork buffet.

Sit down buffet:  The guest pickup the food from the buffet counter and sit down at a table which is preset with covers as in a restaurant.

Fork buffet:  This type arran ar rangem gements ents..

of service

does not

provide

any

sitting

The guests guests use use a fork and eats eats stand standing ing and

holding his/her plate.

COUNTER SERVICE:  This kind of service is offered in cafes and is very popular western weste rn countries countries..

Here the guest sits at the the serv serving ing co counter unter

 

and an d th the e fo food od is serv served ed an and d co cons nsum umed ed at th the e co coun unter ter itse itself lf.. Sometime, covers are arranged at the counter.

CAFETERIA SERVICE:  This kind of service is very common in schools and insti in stitut tution ions. s.

Th The e gu gues estt pi picks cks up a tray tray and and sele selects cts the food food

from the displace counters.

TAKEAWAY SERVICE: In this kind of service, this is ordered to the packed and taken tak en awa away. y. In the USA, USA, the there re are drive drive in takeaw takeaways ays,, where where ordered order ed are placed, placed, collecte collected d and paid for at succes successive sive points, thus saving time and increasing the speed of service.

20 FOOD COURT: This service is growing in popularity and probably won’t be lo long ng befo before re food food a cou court appea ppears rs in Indi India. a. This This serv servic ice e involv invo lves es th the e prepa prepara ratio tion n of fo food od in diff differ eren entt ki kitc tche hens ns each each representing a different cuisine.

ROOM SERVICE:  This is related to service of food to guests in their rooms, by waiters who pick up the food from the kitchen. The order is received from the guest generally over the telephone by the room service department and then served in the room.

BAR SERVICE:

 

 This is similar to counter service and is predominantly used us ed in cock cockta tail il bars bars,, th ther ere e gu gues ests ts si sitt on ba barr st stoo ools ls at the the counter and a variety of beverages are served behind the bar counter.

21 TYPE TY PESO SOF F OU OUTL TLET ETS S IN FOOD FOOD AND AND BEVE BEVERA RAGE GE SE SERV RVIC ICE E DEPARTMENT: Food and beverage service department of a hotel is the mostt labor in mos intens tensive ive depart departmen ment. t. It is div divided ided into into sections sections calle ca lled d outle outlets ts for for effe effect ctiv ive e mana managem gement ent and and cont contro rol. l.

Each Each

outl tle et is heade ded d by an outlet let manager and has its own oper op erat atio iona nall proc proced edur ures es..

Th The e food food and bevera beverage ge mana manager ger

delegates delega tes authority authority and responsibilitie responsibilities s to the outlet manager managers. s.  Team work is the essence of a well run food and beverage service department.

 

 The various outlets in a food and beverage service department of a hotel are as follows:

BANQUET:  This outlet is usually the largest revenue earning outlet in the food and and beverage beverage serv service ice department. department. It serv serves es food an and d beverages bever ages to a gathering gathering of people people at special functions functions such as wedd we ddin ing, g,

pa part rtie ies, s,

rece recept ptio ions ns,,

cock cockta tail il

dinn dinner ers, s,

semi semina nars rs,,

conferences, confer ences, a and nd meetings. meetings. Banquet Banquet functions functions can be held at at launch or dinner time and the pattern of operations may vary from fro m one kind to an anothe other. r. The outlet outlet also also rent rents s out banq banquet uet halls for exhibitions, concerts, and other programs.

COFFEE SHOP:  This outlet is open 24 hours for service.

It is generally

serves serve s pre-plated pre-plated foods. How However, ever, in the the case of Indian Indian food, food, the entrée dishes are placed on the table and the service is not very elaborate and formal. Dinning in a coffee shop is a causal affair and many coffee shops have a list of enthusiastic regulars. regulars. Coffee shop in luxury hotels are often the only venues

22 where one can get a decent meal or a snack long after other restau res tauran rants ts have have closed. closed.

Liquor Liquor is not served served after licen licensin sing g

hours; however, this depends in the awes of the state.  The menu in a coffee shop is varied. Different menus are used during different times of the day and night for example,

 

there are normally normally a breakfast breakfast menus, a launch menu, a dinner menu, a snack menu, and a midnight menu.  The revenue generated from this outlet is the second high hi ghes estt in the food food and and be beve vera rage ge serv service ice depar departm tment ent..

It is

however necessary to change the menu décor and ambience from from time time to tim time e to kee keep p guest guest comi coming ng bac back. k. This This out outlet let is also the venue for many food festivals.

ROOM SERVICE:  This outlet is an integral part of the food and beverage serv se rvic ice e depa epart rtm ment. ent.

It ha has s a sm sma all turn turnov over er in term terms s of 

revenue, but a great deal of effort and labor is necessary to run this thi s outlet. outlet. It is rega regarded rded as a guest facili facility ty and is function functional al round ound the clo clock ck in all lux luxury ury ho hote tels ls..

The The men enu u is ofte often n a

simplified version of what is available to compensate for the higher overheads in terms of staff and equipments. Accuracy and promptness are of utmost importance in a room service service outlet. An efficient rroom oom service outlet is o one ne that can carry out an order accurately and with a specified time.  The room service tray or trolley should be checked by the captain and the waiter before it is taken to the guest.

23 Clearance is one of the main indicators of efficiency of a room service outlet or of the major responsibilities of this outlet is to ensure that all trays and trolleys are cleared from guest room oom afte fter the the se serv rvic ice e is done. one. Pil ilfe fera rage ge and brea breaka kage ge

 

equi eq uipm pment ent can also be avoid avoided ed by quick quick clear clearan ance. ce.

A strict strict

vi vigi gill sh shou ould ld be maint maintai aine ned d by the the duty duty ca capta ptain in to follo follow w up clearance by the staff. Good Go od serv service ice in this this outl outlet et is usua usually lly re rewa ward rded ed wi with th a substa sub stantia ntiall tip. If a tip is given, given, the guest guest should should be than thanked ked politely. One should not solicit tips.

BAR:  There are normally two kinds of bars in Indian hotels. One is the public bar and the other is the service or dispense bar.  The public bar is located in the public area and is used for the serv se rvic ice e of payi paying ng cust custom omer ers, s, be it in hous house e gues guests ts or no nonnresidents. reside nts. Cock Cocktail tail snacks may also be served served here. here. Service Service should be fast and discreet and the bar staff should be well prepa pr epare red d to handle handle the rush rush hour hour..

Good Good décor, décor, ambien ambience, ce,

efficient staff, and availability of a wide variety of beverages and snacks help to attract more customers.

 The service or the dispense bar is used for dispensing drinks to other outlets of the hotel such as coffee shop, room serv se rvice ice outlet outlet,, banq banque uets ts and and the the sp speci ecial alty ty rest restau aura rant nt..

It is

generally located in the back area of the hotel and is open round the clock. It should be adequately equipped to meet the demands of all the outlets.

 

24 RESTAURANT: Restaurants Resta urants are of of differ different ent standards. standards. A specialty specialty or an an “A” grade restau tauran rant’s t’s object ctiives and prices ces are often comp co mpar arab able le to thos those e of simila similarr rest restau aura rants nts in luxu luxury ry ho hotel tels. s.  They offer a wide choice from an elaborate menu and a very high quality of service.

 

25 RELATIONSHIP

BETWEEN

FOOD

AND

BEVERAGE

SERVICER WITH OTHER DEPARTMENTS Hotels are divided into separate departments to facilitate thei th eirr effi efficie cient nt func functio tionin ning. g. Ther There e ar are e fo four ur ma main in op oper erat ation ional al departme tments,

besides

several

other

non-op -operational

departments. Every department contributes to the successful running of a hotel. All head departments are every hotel. So on a hotel how, the food and beverage service department is related with other head departments, such as:

FRONT OFFICE:  The front office is the first department a guest encounters on entering a hotel. It is therefore important to create a good impression with the front office, as most guests will judge the hotel by the reception and service they receive from the front office department. When a guest enters or leaves the hotel, it is front office which handles handles the check check in an and d checks out. out. Each personne personnell in this department play an active role in the smooth functioning of  department depa rtment to ensure ensure maximum maximum guest satisfaction. satisfaction. Customers Customers or guests should be found all types of information about and beverage service department from front office.

HOUSE KEEPING:

 

 This department works in close coordination with the food and an d bevera beverage ge service service departme department. nt.

It is prima primarily rily resp responsi onsible ble

for the cleaning of the laundry, floors, and walls, glass panels, cleaning shillings, and supplying flowers.

26 FOOD PRODUCTION:  This department works in close association with the food and an d beve bevera rage ge se serv rvice ice depar departm tment ent..

It is resp respon onsib sible le for for th the e

prepar pre paratio ation n of food served served in all the outlet outlets s of the hotel hotel.. The department is divided into different sections and each section is responsible responsible for a specific specific type of cuis cuisine ine or preparation. preparation. This system is prevalent prevalent in India and is based on the Fren French ch kitchen brigade system with some changes to suit Indian conditions.

KITCHEN STEWARDING:  This department plays an important role in the functioning of bo both th the the fo food od pr prod oduc uctio tion n an and d food food an and d beve bevera rage ge se serv rvice ice depa de part rtm men ent. t. It is he hea aded ded by a chief hief ki kitc tch hen stew stewa ard who reports to the food and beverage beverage manager. Kitchen stewarding staffs wash and polish all the cutlery, crockery , and glass ware.

ACCOUNTS: Acco Ac coun unts ts sect sectio ion n is the the most ost prom promin inen entt depa depart rtme ment nt in the the hotel. hot el. It is is re respo sponsib nsible le for all cash cash tra transa nsactio ction. n. All food food and and bev be verag erage e serv ervic ice e cash cash tr tra ansact sactio ion n shoul hould d be done one in the the accounts department.

 

CHAPTER3

 

FAMOUS DAVES RESTAURANT, DARGILING. 27 HISTORY OF RESTAURANTS:  The restaurant is such a seemingly natural and necessary institution that you’d suspect it’s been with us for as long as man has lived in cities. But the restaurant, as we know it today, is a surprisingly recent development. That’s not to say there weren’t any commercial eating places before our time. But the menu, with its choice of dishes, is only about 200 years old. The fact is that the diner or the coffee shops in which you may have lunch today offers more of a menu selection than the best of  restaurants of the world did just a few centuries back.  The earliest forerunners of the restaurant were the medie edieva vall tav tavern ern and coo cook shop shop.. The The ta tav ver ern n custo ustoma mari rily ly provided a daily meal, or “ordinary,” at a fixed hour and price, usua us uall lly y serv servin ing g ju just st one one dish dish,, much uch li like ke a hous househ ehol old d cook cook providing dinner for a large family. Cook-shops primarily sold cooked meat for carry-out, but some did, on occasion, serve food on the premises. By the 16th century, Englishmen of all classes were in the habi ha bitt of dini dining ng out out ofte often. n. Loca Locall tave tavern rns s offe offere red d fi fixe xed d pric price e meals, wine, ale, and tobacco, and served as a meeting place and informal clubhouse to boot. Entry was generally restricted to men. Among the more famous Elizabethan taverns in London

 

were The Falcon, a popular haunt of actors, and The Mermaid, oft frequented by William Shakespeare. Begi Be ginn nnin ing g in Engla ngland nd aroun round d 16 1650 50,, the the coff coffee ee hous house e bega be gan n ta takin king g ov over er many many of th the e tave tavern rn’s ’s soci social al func functio tions ns.. At first, the coffee house served only coffee, tea, and chocolate, all new new arriva rivals ls to Europ urope. e. Th Then en,, the the coff coffee ee ho hous use e began egan providi iding wine,

ale, le,

and occa occas siona ionall

hot meals eals..

Anothe ther

attraction was its

28 supply of gazettes and newsletters regularly kept on hand for coff co ffee ee swill swiller ers s on thei theirr way way to and and from from work work.. The The cl clien ientel tele e evidently was quite varied. An early eighteenth-century writer noted: “Some shops are a resort for learned scholars and wits; others are the resort of dandies, or of politicians, or again of  professional newsmongers, and many are temples of Venus.” Forr th Fo the e fi firs rstt real real rest restau aura rant, nt, we must must na natur tural ally ly turn turn to Fran Fr ance ce.. In 1765 1765,, a soup soup vend vendor or name named d Boula Boulang nger er open opened ed a shop offering diners a choice of dishes rather than the then standard “ordinary” or “table d’hôte” dinner. The sign above Boulanger’s door read “Restaurants,” meaning “restoratives,” referring refer ring to the hot soups and broth broths s available available inside. The term resta re staur uran antt or a de deri riva vativ tive e wa was s even eventu tual ally ly adop adopted ted by many many oth the er nation tions s and la lan ngua guages, ges, altho lthoug ugh h th the e word ord was not generally used in England until the late nineteenth century.

 

Hung Hu ngry ry Paris Parisia ians ns so enjoy enjoyed ed th the e new new eatin eating g plac place e tha thatt hundreds of similar establishments began springing up around the city, one offering close to 200 different meat dishes daily.  The first “luxury” restaurant to open its doors in Paris was La Gran Grande de Tave Tavern rn de Le Lend nder ers, s, foun founded ded in 17 1782 82 by An Anto toine ine Beauvilliers. He was later to write a cookbook that became a standard work on French culinary art. According to the rotund gastro no Brillat-Savarin, Beauvilliers’ establishment was the first to offer the four essentials of a fine restaurant: “an elegant room, smart waiters, a choice cellar, and superb cooking.”

29 Prio Pr iorr to th the e Fren French ch Revo Revolu lutio tion, n, aris aristoc tocra rats ts maint maintai ained ned elaborate culinary staffs. When the aristocracy was driven from power,, their cooks were likewise driven from the kitchen power kitchen.. Many sought work in restaurants or opened their own eating places. By 1804, there were well over 500 restaurants in Paris.  The great culinary establishments of 19th century Paris included includ ed the Wry, whose menu listed twelve soups, twenty-four twenty-four fish dishes, fifteen beef dishes, twenty mutton specialties, and scores of side dishes. In 1869, the Wry was merged with a neighboring restaurant to form the Le Grand Vhfour, which still ranks near the top among French restaurants. Another great restaurant of the era, the Cafe Anglia’s, had a chef, Adolphe Duglare, who created the famed “Three Emperors Dinner” in

 

1867 for three well-heeled diners: Tsar Alexander II of Russia, his hi s son, son, th the e futu future re Ale lexa xand nder er II III, I, and and Will Willia iam m I, the the futu future re emperor of Germany. Across the English Channel, by the end of the nineteenth century, the tavern had given way to the restaurant and the tea shop. The first teahouse opened in 1884, initially serving only teas.

Later,

it

offered

full

meals.

Teahouses

became

immediately popular among women, who for the first time had a place where they could eat in public without a male escort. Mea eanw nwh hile, ile, the

lower

nick ni ckna nam med “d “div ives es” ”

due due

classe ses s

turned

to thei theirr

to

chea cheap p

eate eaterries ies

cust custom oma ary unde underg rgro roun und d

location. In the the Unite United d St Stat ates es,, the the earl earlies iestt re resta staur uran ants ts on reco record rd appeared appea red in Philadelphia Philadelphia around around 1680 1680.. The Blue Anchor Tavern was among the first. New York’s Fraunces Tavern, the site of  Geor Ge orge ge Washi Washing ngton ton’s ’s fa fare rewe well ll to his his troo troops ps,, was was a popu popula larr watering hole in Revolutionary times, and still operates today. 30  The major American innovations in the field of eateries were the self-service restaurant and the automatic restaurant.  The first self-service eatery in New York opened in 1885, but self se lf-s -ser ervi vice ce esta establ blis ishm hmen ents ts call called ed cafe cafete teri ria as

fi firs rstt

be beca came me

popular in San Francisco of the gold rush era.  The first automatic restaurant was opened by the Horn & Hardart dart Baki king ng Comp ompany any in Phila hilade delp lphi hia a in 190 902 2, usi sing ng mechani hanism sms s

imp imported ted

from

Ger erm many.

Oth ther er

American can

 

innovations innov ations were the specialty restaurant, restaurant, the steak house and seafood restaurant, for example, the Pullman diner car, and the riverboat dining room. By 1955, there were close to 200,000 eating places in the Unit Un ited ed Sta States, tes, one one for for ever every y 800 800 pe pers rson ons, s, serv servin ing g over over 60 million meals a day with a staff of 1.3 million workers. Annual sales totaled about 9 billion dollars, making the restaurant the third largest largest retai retaill business business in this country. About 20 percent percent of  all restaurant sales are now rung up on the cash registers of  larg la rge e Amer eric ica an cha chains. ins. Thes These e incl includ ude e How owa ard Johns ohnson on’s ’s,, McDonald’s, and other various hamburger drive-ins.  Today, the last word in gastronomic excellence is the guide published by the Michelin Michelin Corporation Corporation,, a French tire firm. Michelin annually rates restaurants in thousands of towns and citie cities, s, awar awardin ding g each each fr from om zero zero to thre three e stars stars ac accor cordi ding ng to culinary quality. One star indicates good quality in its class; two stars suggest the restaurant is well worth a detour; and three ranks the establishment among the best in the world. In a recent typical year, Michelin rated a total of 3,036 resta re staur uran ants ts in Fran France: ce: 2,38 2,382 2 we were re rated rated but but unsti unstirr rred ed;; 581 581 received one star; 62 received two

31 stars sta rs;; and and only only 11 rest restau aura rants nts earn earned ed the the high highes estt Mich Micheli elin n compliment of three stars. Five of these gastronomic palaces wer ere e in Paris, ris, among ong them them Le Grand rand Vhf our our and La Tour our D’Argent, the oldest surviving restaurant in Paris.

 

Many Ma ny cul culina inary ry con connois noisseu seurs, rs, how howeve ever, r, ma mainta intain in tha thatt for the best in haute cuisine you’ll have to travel to Vienne, near Lyons, where you’ll find the renowned Pyramid. Other gourmets woul wo uld d na name me Pa Paul ul Bocu Bocuse se’s ’s Au Aube berg rge e Po Pont nt de Co Colo logn gnes es,, near near Lyons, Lyon s, as the the wor orld ld’s ’s prem premie ierr re rest stau aura rant nt,, or pe perh rhap aps s THE THE Auberge de 1,111 in Illhausen, Alsace, or the Hotel Cote D’Or in Saulieu, near Dijon. France, of course, has no monopoly on fine food. (Modern French cuisine, by the way, is Italian in origin.) Many gourmets avow av ow that that Chin Chines ese e cu cuis isin ine e is actu actual ally ly the the wo worl rlds ds fi fine nest, st, and and excellent Oriental restaurants can be found in most cities of the world. It’s been estimated that a New Yorker can dine out every night of his life unti till age sixty-f ty-fiive withou thoutt vis isit itin ing g any establishment twice! Among New York’s restaurants, Lutece and La Grenouille have been given high marks by Michelin, and certainly rank amon am ong g the the fi fine nest st re rest stau aura rant nts s on this this si side de of the the Atlan tlanti tic. c. Windows on the World, located atop one of the 110-story World  Trade Center towers, has been lauded for its view more than its food. Reservations for dinner at the sky-high restaurant must sometimes be made weeks in advance ce.. And any list of  Gotha Go tham’ m’s s posh posh rest restau aura rant nts s must must incl includ ude e Th The e Pa Pala lace ce wher where e dinn di nner er pric prices es are, re, at this this writ writin ing, g, $75 $75 per per pers person on,, witho ithout ut drinks!

 

32 SUPE SU PERV RVIS ISIO ION N

AND AND

ORGA ORGANI NIZA ZATI TION ONAL AL

HI HIER ERAR ARCH CHY Y

IN

RESTUARANT: Supervision means to area seen the action or work of a person.. High on the person the list of factors factors that make make employ employee ee happy in their jobs is the attitude of the supervision towards towards them. An employee

considers

the

supervision

as

a

part

of

the

mana nage geme ment nt and the the mana nage geme men nt in turn turn co cons nsid ider ers s th the e supe su perv rvisi ision ons s as one who rep repre rese sents nts the wor workin king g forc force. e.

An

effi ef fici cien entt supe superv rvis isio ion n shou should ld be able ble to main mainta tain in a he heal alth thy y rela re latio tions nship hip with with his his se seni nior ors’ s’ colle colleag agues ues,, subo subord rdina inates tes,, and and gues gu ests ts..

His shou should ld be ale to inte interp rpre rett th the e poli polici cies es of the the

organization, train, workers, and direct procedures to achieve positive results.

ORGANISATIONAL CHART : Small restaurant:

Restaurant manager Senior captain Captain Senior Steward

 

Steward Trainee

33 Medium restaurant: Restaurant manager Senior captain Captain

Hostess

Senior Steward Steward Trainee

Large restaurant: Supervisor Restaurant manager Senior captain Captain Senior Steward Steward  Trainee

Hostess

 

34 QULITIES AND JOB RESPONSIBILITIES OF RESTAURANT STAFF QUALITIES OF A SUPERVISOR: Personality traits: •

An efficient supervisor should:



Process a pleasing personality and good temperament.



Be a person of high integrity.



Have the abil iliity to think ink independ endent ntlly and profit by experience.



Be able to judge things objectively.



Be honest and royal to the organization.



Have good health good manners and emotional stability.

RESTAURANT MANAGER:  The restaurant manager is either the coffee shop manager, barr ma ba mana nage ger, r, or the the sp spec ecia ialt lty y re rest stau aura rant nt ma mana nage ger. r.

Th The e

restaurant manager reports directly to the food and beverage

 

manager and has overall responsibility for the organization and administration of a particular outlet or a section of the food and beverage service department.  The restaurant manager’s job includes: •

Setting and monitoring the standard of service in the outlets.



35 •

Administrative duties such as setting duty charts, granting lea le ave,

monit onitor orin ing g

st sta aff

posit ositio ions ns,,

reco recom mmen endi ding ng

sta staff 

promotions, and handling issue relating to discipline. •



 Training the staff by conducting a daily briefing in the outlet. Playing a vital role in public relations, meeting guests in the outlets, and attending to guest complaints, if any.



Formulating the sales and expenditure budget for he outlet



Planning food festivals to increase the revenue of he outlet along with the chef and the food and beverage manager.



He also prepares the weekly roaster.



He is responsible for handling the guests.

DUTIES AND RESPONSIBILITIES OF SENIOR CAPTAIN: In French, he called “matered”.  The duties and responsibilities are as follows:

 

Acts as the restaurant manager in his absence to carry the duties of the same. •

He ensures the the smo smooth service of outlet let and extra tract maximum for it.



He ensures staff does its duties properly and also does staff  motivation.



He takes staff briefings and handles staff as well ass guest complains.

36 •

He ensu ensure res s tha thatt ther there e ex exis ists ts pr prop oper er mi mise se-en -en-pl -plac ace e an and d is done.



He en ensu sure res s that that staff staff tr trai ainin ning g is carr carried ied out out from from tim time e to time.



He ensures that reservation is properly taken down.



He ensures safety, sanitation, and hygiene is proper.



He helps the restaurant performance appraisals.

manager

for

filling

up

DUTIES AND RESPONSIBILITIES OF CAPTAIN: In French, he is called “commis-De-Rang”. •

He reports to the senior captain in reporting relationship.



His basic duties includes,

of 

 

a. He handles handles the side side station ffor or its function functioning. ing. b. He seats seats the guest guest in case of absen absence ce of hostess. hostess. c. He takes takes the order order of food food and be beverage verage from from to gu guest. est. d. He handles handles guest guest complai complains. ns. e. He ensures ensures proper proper tip distributio distribution n occurs. occurs.

STEWARD •

He is actually the back bone of the restaurant working and does basic service.



His other duties includes

37 a. Attend Attending ing the b brie riefing fing.. b. He is responsib responsible le for side side station station holding. holding. c. He does does mise-en-p mise-en-plac lace e setup tables. tables. d. He brings brings the stores and and linen for the rrestaur estaurant. ant.

TRAINEE OR COMMIS DE BARRASEUR:  The trainees work closely with the waiters, fetching fetchin g orders from the kitchen and the bar and clearing the side station in a restaurant. resta urant. They serve water and assist to the waiter. They are mainly responsible for the mise-en-place, and staking the side board with the necessary equipment for service.

HOSTESS:

 

It is qu quit ite e com common in India ndia to utili tiliz ze the the ser servi vice ce of a hostess to greet and seat guests. The hostess presents to the gues gu ests ts th the e menu menu card card and and hand hands s them them over over to the the st stat atio ion n holde ho lderr to co conti ntinu nue e serv service ice.. She She shou should ld be plea pleasa sant nt and and well well organized be able to work under stress and interact smoothly with her colleague.

38 ATTRIBUTES OF RESTAURANT STAFF:  The quality of service staff in any establishment reflects the quality of the establishment. No matter how good the food and an d ambie mbienc nce e are poorl oorly y tr tra ained ined,, unti untidy dy or rude rude staf stafff can can antagonize customer. On the other hand, if the staffs are well trained and efficient, they can to certain extend makeup for other short comings in the services provided.

PHYSICAL ATTRIBUTES: Personal Hygiene and Appearance:-

 



All members of the staffs should be well groomed and clean at all times, as this gives them a sense of well being and confidence to do their job efficiently.



 The hands of the waiting staff should be given special att tten enti tion on,, as they they are con consta stantly ntly und nder er the the scr scrut utin iny y of  guests. Nails Nails should be trimmed and kept clean. Playing with ones hair and face should be avoided.



Chewing gum should be avoided in all public areas of the hotel.



Minim Mi nimum um jewe jewele lers rs sh shou ould ld be worn worn by the the se serv rvice ice staff staff.. A wristt watch wris atch,, fi fing nger er ri ring ng and plai plain n earr earrin ing g (f (for or girl girls s only only)) should be permitted.



If any any em empl ploy oyee ee ha has s a sk skin in probl roblem em,, a do doct ctor or sh shou ould ld be consulted immediately.



Uniform should be clean and well fitting.

39 Work related attributes: Good conduct: All service staff should be well mannered and respectful to guests, and to senior members of the staff. They should be calm ca lm and and plea pleasa sant, nt, even even in the the most most tryi trying ng ci circ rcum umsta stance nces. s.  They should be able to satisfactory solve any problem that may arise.

Salesmanship:

 

 The food and beverage service personnel are technical sales persons; hence they should have a thorough knowledge of the the proper presen senta tattion ion and service of the the food and beverage served in the establishment.

Good memory: A good good me memo mory ry he help lps s to impr improv ove e perf perfor orma mance nce.. It also also helps to the service personnel to attend to small but important details such as remembering as guests name or his/her like or dislikes regarding food and beverage.

Maximize revenue:Cutting down on costs and maximize the revenue of the establishment should be of prime importance to all members of  the staffs, even to those in junior positions.

40 STAFF SCHEDULING:  The scheduling should be prepared at 2-3 days before it becomes effective. It must be duty authorized by the restaurant manager. Any special request for off-days, shifts, should be granted as far as possible without affecting operations.

 

Staf St afff dist distri ribu butio tion n must must be op optim timal al.. Thus Thus maxim maximum um and and most mo st effi effici cien entt staf stafff mu must st be work workin ing g du duri ring ng peak peak an and d rush rush hours. Overlapping, whenever necessary, should be done during peak hour. Off-days should be evenly distributed throughout the week with the same number number of persons off each day, except on days of rush. Equall numbe Equa numberr of person persons s must be present on each shift as far as possible so as to facilitate proper rotation. Stafff must Staf must be ro rota tated ted thro throug ugh h all th the e sh shift ifts. s. We Weekl ekly y or fortnightly as the case may be so as to be impartial to all.

41 FORMATE OF A DUTY ROASTER :   ays

D

Mon

Tues

Wed

Thur

Fri

Sat

Sun

s

names

Mr. A

Off

 

 

Mr. B

Off

Mr. C

Off

Mr. D

Off

Mr. E

Off

Mr. F Mr. G

Off   Off  

 

 

 

 

 

42 TYPES OF RESTAURANTS:  The world of restaurants is incredibly diverse. The options for today’s consumer can be a bit overwhelming. For a group of  people,, deciding on where to dine can sometim people sometimes es end up being a leng lengthy thy deba debate. te. De Desp spite ite the the nu nume mero rous us styl styles es of food food an and d services that these restaurants create to appeal to customers, ther th ere e ar are e es esse senti ntial ally ly thre three e wa ways ys to cate catego goriz rize e re resta staura urants nts:: quick service, casual dining, and fine dining .

 

QUICK SERVICE

 

RESTAURANT 43 Quick-service, also known as fast-food, restaurants refer to establishments whose menu items are priced relatively low and are already prepared or can be prepared quickly. Customers usually order and receive their food at the counter, or they may serve themselves, as in a cafeteria. The seating area is very casual, either benches or basic chairs and tables. Hamburgers, pizza, French fries, and tacos usually come to mind mind when when peop people le th think ink abou aboutt quick quick-se -serv rvice ice resta restaura urants nts.. McD cDon onal ald’ d’s, s, We Wend ndy’ y’s, s, an and d Ta Taco co Be Bell ll are a fe few w well well-k -kno nown wn exam ex ample ples. s. Ho Howe weve ver, r, as the the mark market et resp respon onds ds to the the gr grow owing ing demand for more variety and fresher ingredients, “food on the fly” has evolved to new levels over the past few years.

Gourm ourmet et brea reads and sand sandw wic iche hes, s, hea healthlth-c con onsc scio iou us optio op tions ns,, et ethn hnic ic food foods s such such as Chine Chinese se and and Indi Indian an,, and and ev even en sushi have entered the realm of the quick-service restaurant. Places such as Paneera Bread, Au Bon Pain, Chipotle, Panda Express, and Sakkio Japan are some examples of a growing marketplace for quick service. Many of these restaurants are eith ei ther er ch chai ains ns or fr fra anchi nchise ses, s, but but an inde indepe pend nden entt fa fast st-f -foo ood d restaurant can be successful in this market as long as it can

 

establish an edge in quality and service while staying close to the competition’s prices.

 

CASUAL DINING RESTAURANT:

 

44 Casua sual dinin ining g li lies es in the the middl iddle e are rea a betw betwee een n qu quic ick k service and fine dining. It can encompass a wide range of food and styles of service. Typically, atmosphere and service are the factors that separate casual dining from the other two groups.  The atmosphere is generally comfortable, perhaps even hip and modern, but it’s not posh or sleek like the more sophisticated fine-dining establishments. Like quick-service restaurants, the dress code is consistently casual. The menu items are generally reason rea sonabl ably y priced priced,, ra rangin nging g from from inexpe inexpensiv nsive e (ar (aroun ound d $5 per entr en trée ée)) to moder odera ately tely expens pensiv ive e (usu (usua all lly y unde underr $20 per entrée), entrée ), with with differe different nt levels levels of servic service. e. Custom Customers ers genera generally lly order and receive their food at the table, or they may go to a buffet station or salad bar.

Beca ecaus use e of it its s broa road spec spectr trum um of food food and sty style les s of  service as well as its relative good value for the price, casual dini di ning ng has has a tr trem emen endo dous us appe appeal al to a hu huge ge se segm gmen entt of the the population. As is the case for quick-service restaurants, chain restaurants resta urants such as Applebee’s, P.F. Chang’s, Denny’s Denny’s,, and the Cheesecake Cheese cake Factory have a large large share of the market market in casual dining. However, many independent casual-dining restaurants are also very successful because they can provide a level of service and food quality that surpasses the chains and still maintains good value for the money. The average charge per customer at a casual-dining casual-dining estab establishment lishment may be higher higher than that of quick

 

service, but the food and labor costs are likely to be higher as well. Furthermore, Furthermore, custom customers ers at casual-dining casual-dining restaurants restaurants tend to linger longer, meaning an increase in time to turn over a table for the next customer.

 

FINE DINING RESTAURANT

 

45 Fi Fine ne-di -dini ning ng resta restaura urants nts are are th the e mo most st expe expens nsiv ive e type type of  eatin ea ting g esta establ blish ishme ment. nt. That That me mean ans s the the cl clie iente ntele le expe expects cts the the highest quality in food, service, and ambiance. The décor may be modern and hip or more traditional, but every aspect of the establ est ablishm ishment ent should should be top-not top-notch, ch, includ including ing the tab tablewa leware, re, linen, and the service. The wait staff should be knowledgeable in proper fine-dining service etiquette, such as serving plates from the correct side of the customer and replacing silverware after each course.

 

SPECIALTY  RESTAURANT 46

 

Service in a specialty restaurant is both formal and stylish.  The prices tend to be high because of higher overheads. The menu may be an a la carte, buffet, or a table d hote. Waiter should

be

highly

skilled

a

specializ ize ed

service

such

as

preparation of food at table flambé may have to be done. Normally every five start hotel has at least one specialty restaurant. In India multicuisine specialty restaurants are fairly popu po pula lar, r, as they they offe offerr gu gues ests ts a wide wide va vari riet ety y ch choi oice ce of food food items. These restau restaurants rants normally normally function function during during launch launch and dinner ses session ions and at times imes are open only for dinn inner. Entertainment in the form of music by a band or an orchestra may also be provided if it is an ethnic restaurant, traditional dance may also be performed. For a spec specia ialt lty y rest resta aurant rant to be profi rofita tabl ble, e, it sh shou ould ld provide not only excellent food and service but also good décor and an d ambience ambience..

He Hence nce,, care should should be taken taken to enhanc enhance e the

décor and ambience of restaurant.

 

BARBECUE RESTAURANT

 

47  This is an optional outlet generally located near a swimming swimm ing pool. Off let such such restaurants restaurants have have become popu popular, lar, especially especia lly during during summer. summer. During During the day, day, the spa space ce used by sun bathers and in the evening it used for private functions, or as a barb barbec ecue ue res esta taur ura ant nts s fo forr a-la -la-c -ca arte rte gue uest sts. s.

Thi This is

primarily done to increase the revenue of the hotel as well as to provide prov ide guests with with another venue venue to dine. The foo food d served in this outlet is barbecued over a charcoal grill.

 

POPULAR

 

CATERING RESTAURANT 48  The objective of popular catering c atering restaurant is to provide a quick and economical economical meal in a clean and stand standardiz ardized ed dinning dinning room. These restaurants restaurants are comm commonly only used by the vast urban population popula tion of India. India. They are are of various various styl styles es and categorize categorize.. Som So me re rest stau aura rant nts s serv served ed only only ve vege geta tabl ble e fo food od whil while e some some specialize in the food of a particular region such as the Punjab or Andhra. Andhra. Some restaura restaurants nts served food food from mo more re that one region.  The entry of pizza parlors and westernized popular food into India provides the urban Indian a wider choice, in the types of popular popular restaur restaurant ants s to choice choice from. from. The numero numerous us outlets outlets that have sprung of allover the country in the last decade, so a new trend in the urban citizens eating eating habits. This ha has s resulted in an increased awarene eness among the public about the the availability of various type of cuisine and catering service.

 

FAST FOOD RESTAURANTS

 

49  There is a predominant American influence in fast food style sty le of catering catering.. Servic Service e of food and bevera beverage ge in a fast food restaurant is at a faster pace, than an a-la-carte restaurant as the menu is compiled with a special emphasize on speed of  preparation and service to make this type of service financially large lar ge turnove turnoverr of custom customers ers is neces necessar sary. y.

The inv investm estment ent is

rath ra ther er larg large, e, due due to spec specia iali liz ze and expe pens nsiv ive e equi equipm pmen entt needed and high labor cost involved.

 

50 MENU: A menu is a list of food and beverage that can be served to a guest guest at a price. price. It helps guests guests to select select what they they would li like ke to eat and/o and/orr drink drink..

It is a docum document ent that that cont contro rols ls and

directs an outlets operation and is considered the prime prime sellin selling g instrument.

History of Menu: Menu is list list of dishes dishes in order it is also also bill of fo force. rce. Menus were fast heard of as being adopted for table used in the year 1541, when at the banquet given by “Du Duck ck Henn Henner ery y of 

Bruins Wick”. His His gra grace ce had had a sheet sheet of pape paperr by a sid side e to which he occasionally referred. When questioned by one one of the guest about what he was looking at he answered that; it was program of what they are eating and that was helped him to reserve reser ve his appetite appetite for those dishes dishes he dislikes. dislikes. The idea was was admired so much that it become generally known and adopted. Anoth An other er stor story y is th that at “Count-Hugo-De-Monfrot” at a dinner given in the year 1498 was noticed to have a piece of  writt tte en parchment nt))

near ear

his plat late,

which he frequently

consulted and when he asked what it was explained that he had ordered the head cook to write on it the various dishes what were were being sent sent from the kitchen. kitchen. The old fa fashioned shioned bills bills of fare/menus were usually written on large cards ornamented.

Function of Menu:

 

 The menu in modern establishment reflects a concern for the health and and well-being well-being of the guest. The menu menu planner ensures ensures a healthy and balanced

51 diet di et fo forr thei theirr gues guests ts wit itho hout ut negle eglect ctin ing g the the plea leasu surres of  enjoy en joyin ing g good good foo food. d.

Th The e menu as we kno know w it toda today y serv serves es

several purposes. •

A menu informs guests as to what dishes are available and the price charged for a particular dish.



It enables guests to select dishes of there choice which they can afford.



It enables the service staff to prepare their mise-en-place, take ta ke the the co corr rrec ectt orde order, r, pi pick ck an and d serv serve e th the e co corr rrec ectt dish dishes es from the kitchen according according to what has been ordered, and to present the correct check to the guest.



It helps the management management to workout workout the cost of the food and analyzes the utility of a particular menu.



It helps the cashier to price each item ordered by the guest and to prepare a sales summery summery which is the sales history of  the outlet.



It enab enable les s th the e ca cate tere rerr to prod produc uctt tren trends ds and and to plan lan the the future course to action for the outlet.

Types of Menu:

 

Basic Ba sical ally ly the the te term rm menu menu have have been been ca categ tegor oriz ized ed into into tw two o classes such as A. First First cla class. ss. B. Second Second cla class. ss.

First class menu: i.

“Table-De-Hote”

52 It is set menu often with the choice or each course at a set price that is charged whether or not full menu is consumed. It is basically cooked in advance.

ii.

“A-La-Carte” In this this type of menu menu each dish dish is priced priced separa separately tely.. The customer can choose from the card as many or as few dishes as he or she she wishes wishes.. The dish w will ill be cooked to order order and and it is recognized that the customer will wait while the dish is so cooked.

iii.

“Carte-D -De e-Jo -Joure”  This menu is known as daily menu card.

This menu

sometimes insert in “A-La-Carte” menu which comprises of  few special dishes of the day to vary the “A-La-Carte” “A-La-Carte” menu; for the regular guest.

Second Class Menu:

 

 There are some other types of menu like: i.

Sp Spec ecia iall party party/f /fun uncti ction on menu menu-me -menu nu plan planned ned ffor or son song, g, sp spec ecia iall banquets of all kinds of function.

ii.

Ethnic menu/specialty menu-ethnic, Chinese, Indian, cosher forr Jews, holal fo lal for Musl slim ims s or special ialty fishes, pasta, ta, vegetables, and pan cakes.

iii. ii i.

Menu Menu fo forr peop people le at wor workk-su such ch menu menu vari varies es in st stan anda dard rd an and d extend for employee to another due to company policy on the welfare of the staff and workforce.

53 iv.

Cyclic

menu-th -these

menu

compiled

(establishing

entire

rela re lati tion onsh ship ip)) to cove coverr a gi give ven n peri period od of tim time tha that is on one e month or three month consist for a number of set menus for particu icular lar

establi lis shment

such

as

industria triall

cater tering,

restaurants, cafeteria, canteen, etc.

COURSES OF MENU:  The French classical menu comprises a number of  courses. Each has has one particular type of dish easily identifiable as belonging belonging to tha thatt course. course. In an Indian Indian a-la-carte a-la-carte m menu, enu, the sequence

is

not

fixed

and

several

dishes

are

served

simultaneously simulta neously.. The sequence sequence of service service in a French French classi classical cal menu is termed termed as cou courses rses of a menu. menu. Most western western stylish stylish of  cuisine follow this pattern.  The courses of a menu may be divided as follows:

 

Hors D’ Oeuvres-appetizer:  This is a course aimed at stimulating the palate, and consists of small tasty dishes, using a large array of different item it ems s such such as anch anchov ovie ies, s, ol oliv ives es,, chee cheese se,, and smok smoked ed fi fish sh..  There often referred to as starters or appetizers.

Potage-soups: In a French classical menu, the soup course follows the “Hors “Ho rs D’ Oeu Oeuvre vre”. ”. There There are severa severall verities verities of soup soups, s, but it broadly includes clear (consommé) and thick soups like cream, valoute, or puree and bisque or broths.

54 Oeufs-eggs:  The omelet is the most popular item but there are other styl st yles es of co cook okin ing g and and prep prepar arat atio ion n of eggs eggs such such as boil boiled ed,, encocotte, poached, or scrumbled. This course is not included in the dinner menu.

Farineaux-pasta:  This is Italy’s contribution to the courses of the menu. It includes different types of spaghetti, lasagna, and gnocchi.

Poisson-fish:  The next is the fish course. It includes shellfish and sea and fresh fresh wate waterr fish. They are are cooked cooked in different different styles styles such as poached, grilled, baked, shallow and deep fried.

 

Entrée-the-first meat course: It us usua uall lly y comp compri rise ses s a dish dish mad ade e up of stea steak, k, cutl cutlet ets, s, casseroles or stews.

Sorbet-the rest course: Sorbet is intended as a pause or rest course in a long meal me al..

It ref refre resh shes es the the pala palate te with with a wat water er ice. ice.

Sorb Sorbet et is a

water wa ter ic ice e se serv rved ed with with It Ital alia ian n merin meringu gue e that that is fa favo vore red d with with champagne or liqueur.

Relive-the meat course:  This includes large joints of meats such as a rib of beef, a  joint of lamb, mutton or pork. Now a day, this course is often included in the entrée.

55 Roti-roast:  This course normally consists of game or poultry and is often included included in the entrée. entrée. Each dish is is accompanied accompanied with its own particular sauce and salad.

Legumes-vegetables:  These can be served separately as an individual i ndividual course or may be included along with entrée, relive or roast course.

Entremets-sweet:

 

 This could include hot and cold sweets, gateaux, soufflés, or ice cream.

Fromage-cheese:  This is an alternative to the outdated savoury course, and may be served before or after the sweet course. It is usually with butter, crackers, and occasionally celery.

Desserts-fresh fruits and nuts:  This is a fruit course usually presented in a basket and placed on the table as part of the table déco décorr and served at the end of meal. meal. All form forms s of fresh fruit fruit and nuts ma may y be served in this course.

Beverage-coffee:  This is not a course, but may be offered at the end of meal and an d may may in incl clud ude e di diffe ffere rent nt vari varieti eties es of coff coffee ee su such ch as fi filte lter, r, cappuccino, and cona coffee.

56 COVER: A cover is the space allotted on the table for the cutlery, cro cr ock cke ery, ry, glass lassw ware and li line ne fo forr one one perso erson. n. Each cov cover requires 24”*18” of space. Requirement of a cover:

 

1. Each cover cover should should be be well balan balanced. ced. 2.

All cutleries and other table appointment should be placed at least 2” away from the edge of the table.

3.

Knives and spoons should be placed towards the right of  the plate and all forks on the left, except for the butter knife.

4. The The cu cutt ttin ing g edge edge of th the e kniv knives es shou should ld alwa always ys face face the the plate with the exception of the butter knife, the cutting edge of which is always away from the plate. The water tumbler should be at the tip of the large knife. 5. The butter butter dish dish should should be on top of the forks forks alon along g with a butter knife and on an under-plate. 6.  The

napkin should either be placed in the center of the

cover or on the side plate. 7.

Cruet sets should be placed on top of the cover.

57 BRIEFING: Briefing is an important tool in the hands of the restaurant supervisor. It sets a plan of action and check for the shifts. How

 

effecti tiv vely this period of briefi efing is the mark of a good supervisor. 1.

Be absolutely punctual: preferably half an hour before the restaurant opens.

2.Be impeccably groomed: shoes polished, uniform cleaned and well pressed, nails cut. 3.Take attendance and find out reasons for absenteeism. 4.Allot 4. Allot job responsibilitie responsibilities. s. 5.Check 5. Check turnout turnout of staffs. staffs. 6.

See that that they they are are carry carrying ing the follow following ing items: items: waiter waiter’s ’s cloth, ball pen with a small scribbling pad, bottle open op ener er/c /can an op open ener ers, s, ha hand ndker kerch chief ief,, and and name name plat plate, e, if  used.

7.

Give special instructions like: not available items, du jour items,, omissions items omissions or additions additions to the menu, price increas increase, e, management policies, important functions, in the case of  a restaurant restaurant where where buffet layout layout is mad for lunch allocate allocate staffs that are off time next day to stay back and do the set up.

8.

Questioning: ask questions regarding service, menu, wine, cocktails, to ensure that staff has adequate knowledge.

9.Use 9. Use briefing briefing time to train staff.

58

 

10.

Ask for and solve problems faced by staff on their

 job. 11.

Correct

anyone

who

was

observed

to

have

committed faults in service when the restaurant was open last 12.Allot

duties for doing mise-en-place for the next day, e.g.

linen exchange, butter and rolls, water, cutlery cleaning, etc. for the restaurant. 13.

Give ive the the sta staff pep talk talks s fr from tim time tto o ttim ime e tto o bo boost ost u up p

morale. Motivation of staff is important for efficient and smooth running of the restaurant. 14.

Finally ask the staff to ma mak ke a fin final check of their

station and tables; inspect them personally.

 

CHAPTER 4

 

59 RESTAURANT RESERVATION:  To ensure that all the details properly noted and ever one handles the reservation in a similar manner. Listen carefully to the guests request and note down to the following: •

 The date for which the reservation is being made.



 The times specify AM/PM clearly.



 The number of persons.



 The billing instruction.



Indicate cut off time of reservation.



Check smoking or non-smoking area preference.



Repeats the details to the guest as a conformation.



In the cases the contact telephone number must be noted down.

Incase the restaurant is full then staff must be made as follows: Say, I am afraid of sir, for the convenience as the restaurant

is

presently

sold

out.

Can

you

please

your

 

telephone/mobile number? So that in case of a cancellation we can call you back. After finishing finishing the conversa conversation tion in both cases immediately write down the details in the reservation dairy.

60 EQUIPMENTS AND UTENSILS REQUIRED FOR OPERATION: Electrical and electronics equipments: •

Air conditioner



Fans



Lights



Music system



Refrigerator



Micro oven

Wooden equipments: •

 Tables



Chairs



Cupboards

Linens:

 



 Table cloths



Slip cloth



Napkins



Mats

 

61 China ware •

China ware



Entree plate



Dinner plate



Soup cup/bowl



Dessert plate



Soup bout



 Tea cup



Causer



Sugar pot



Coffee demitasse



Coffee cup



Egg cup

 



Creamer



Butter dish



Cruet set



Astray

 

62 Glass ware: •



Water goblet  Tom Colin



Hi-ball



Rolly Polly



Gimsin



Brandy balloon

Table ware: •

Dinner knife



Small knife



Fish knife



Dinner fork



Salad fork

 



Fish fork



Cake/pastry fork



Soup spoon



Dessert spoon



Dessert fork

63 A FLOW CHART SHOWING HOW TO ASK A GUEST TO SEAT :A guest arrive Grated by hostess Address by name (if known) Enquires if the guest has reservation

 Yes

No Checks dairy

checks

availability Escorts to relevant table Seats Sea ts the guests guests No Enquires if table is set to satisfaction

1. Escorts to to waiting area. 2. Informs rms of  of  approximate waiting time. 3. Offe Offers rs dr drin inks ks.. 4. Informs rms of  of  further delay

yes

time. 5. Com Comes bac back when a table is  

Presents menu and hands over to station holder Excuses herself wishing the guest a pleasant evening

64 HOW TO PROVIDE WATER AND MEAL TO GUEST: SERVICE PRINCIPLES: •

After the guest has occupied his seat, all about along with water are usually served from the right side.



Soups are served from right side, unless it is when poured from a large tureen into a soup cup in which case it is down from left side.



 The hot plate, empty crockery and fresh cutlery are always served from the right.



 The food served at the table from a platter into the guest’s plate is down from left side. But pre-plated services are usually served from right side of the guest.

 



Food Fo od is alwa always ys serv served ed at the the ta tabl ble e in the the se sequ quen ence ce of  children, childr en, old

man , ladies ladies,, then the rema remaining ining guests in

clock-wise direction. •

 The soiled plates should always be cleared from the right side of the guest.

65 BILLING SYSTEM IN RESTAURANT: Billing is the most important part of the restaurant. It is made by the stewards. Billing system is two types. Such as:•

Direct payment system



Indirect payment system

Direct payment system: It should be made by cash. When a steward give the bill to the guest, at that time the guest should pay the bill by cash. It should be done by in-house guest and walk in guest. Indirect payment system:

 

It should be made

by the electronics card (A.T.M

debit/credit card). The money is debited from the guest account to resta restaur uran antt (owne (owners rs)) acco accoun unt. t. Wh When en th this is type type of paym paymen entt should be done, at that period two money receipts should be prepar pared

by the the com computer teriz ize ed

billi lin ng mach chin ine. e. One for

customer and another for cash counter with guest signature for auditing. It is for both in house guest and walk in guest. Sometimes guests should give the signature on the food and beverage bever age bill. That bill send to FRON FRONT T OFFICE OFFICE cash counter and this bill should be added with the room bill. It is only for inhouse guests.

66 CONCLUSION I really got an Idea of the hotel Industry is all about how to deal with the hospitality Industry, and hotel guest. Hospitality Industry is not only a business Centre, which provide all type of  Services to the guest satisfaction, but also it provide all type of  Amusement and entertainment to the guest.

As we discussed about the RESTAURANT OPERATION in the chapters of the project, “restaurant operation”, means dealing with the guest from his arriv arrival al to the departure. During the stay of the guest, restaurant operation means dealing with the complain efficiently and effectively and looking after all the likes and dislikes of the guest, along with proper work, for

 

proper restaurant restaurant managerial operation. operation. It means means all the restaurant assistant should careful about their job responsibilities to wards management to words guest also, who are regarded as our “ATITHI” in our Indian tradition.

67 BIBLOGRAPHY  SL NO EDITION

01

BOOK NAME

Professional food

AUTHER NAME

Brian Varghese

and beverage management Food and beverage

Sudhir Andrew

Service training manu al manual

WEBSITE NAME

Google.com

 

www.question  www.question 

 

  68 My own view Hotel is not only a business organization but also a serv se rvic ice e prov provid ided ed indu indust stry ry.. Th Ther ere e are vari variou ous s ki kind nds s of  religious persons come to the hotel and get their rooms, food fo od an and d beve bevera rage ge ite items ms with with th thei eirr ch choic oice. e. Th That at’s ’s why why hotel is a holy place from the community point of view. It is a place where a number of foreign guests and domestic guests interact with each other and dealing their business. It mainly caters to the needs of the customers.  Therefore, it is the organization which provides all type ty pes s of fa faci cili liti ties es and achi achiev eves es the the pe perf rfec ectt go goal al/g /gre reat at profit.

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