CHAPTER 4: FOOD AND BEVERAGE SERVICE

Short Answer Question

1. Explain the Mise En Place

This French term mise-en-place means, “Putting in place”. It is the term used in food and beverage service department to get ready for smooth service. It is done by waiter after briefing and before opening of the restaurant. It is to ensure that the restaurant is ready for service. Mise -en -place involves the following jobs:

  • Side stations are stocked with sufficient covers. It must contain sufficient service equipments for resetting. Extra linen, crockery, cutlery, glassware and astray, etc. should be kept handy so that they are readily available for use
  • Cruet sets and sauce bottles should be cleaned and filled
  • Proper laying of the tablecloth on the table.
  • Flower vase arrangement.
  • Arrange the cover.

2. Explain the Types of menu

A menu is a list of food and beverage that is served by the food and beverage department to guests at a price. It is a logical and systematic list of food available in a restaurant for sale. It is a selling tool of the food and beverage department so is prepared and presented in an attractive manner. It represents the image and class of the establishment. The design of a menu complements the image, atmosphere and décor of the restaurant. It helps a guest to select the right item and budget. A cook or food production department will express his talent by the means of menu. The prepared menu should match with customer’s eating habit, materials availability, skilled manpower, sufficient equipment and physical facilities b of the establishment. The food value, protein, colour, flavour, cost, time, language, etc. must be considered. The language should be simple and clear. The cost must compete with the market and must yield desired bnprofit. The menu planners should ensure a healthy and balanced diet for  their guests without neglecting the pleasures of enjoying good food.

Types of Menus

The menus are prepared on two basis: Table d’hote or fixed menu and A gla Carte or choice menu.

  1. Table d’ hote or Fixed Menu: The literal meaning of Table d’hote is “table of the host” and is popularly called TDH menu among the staff. This type grof menu refers to a menu of limited choice at a fixed price. It is also known visas a fixed menu. This menu is easier to manage, control and cheaper also.

The system of fixed menu is very popular and practical in jungle lodges remote resorts, popular catering places like hostel, fast food, etc. In the past the concept of fixed courses and fixed price was very popular in inns.

  1. À la Carte Menu. The literal meaning of à la carte is ‘from the card’. This is a multiple-choice menu, with each dish priced separately. If a guest wishes to have free choice of meals à la carte menu is offered, from which one can choose the items one wants to eat. In an à la carte menu all items are cooked to order so is difficult to manage, service is expensive also. It may take extra time to prepare individual item for each guest. An extensive a la carte menu is impressive but involves a huge amount of mise-en-place.

 

3. Define the Briefing

Briefing is a meeting of the food and beverage service staff prior to the opening of the restaurant. In the briefing sessions the senior member of the restaurant gives instructions, checks on certain aspects of service and receives suggestions of problems from the staff. In this session the senior will introduce with push item, special item, any VIP arrival, etc. It is to prepare the staff ready to serve. Motivating, encouraging, team buildup are the main objectives of briefing.

 

4. Define the Dining etiquette

 Hospitality business refers to show business. In this business, personality, diplomacy, process plays very important role. So it is essential for service staff to present dining etiquettes to give a good dining experience.

  • Attain and greet the guest promptly and cheerfully
  • Make them feel comfortable.
  • Service as per their requirement.
  • Maintain all the service etiquettes.

 

5. Explain the Hollowware

 Food and Beverage service unit is one of the most important department of the hotel and restaurant business. It is direct contact with guest. The service of this department determines the quality of the hotel. To service the guest it needs different types of equipment. Some tools are used to store, some are used to carry food and others used to serve. Some are used by customers and some are used by the waiters. The items used on the table are known as Tableware. The term tableware includes all the items used in guest table. It includes all items of flatware, cutlery and hollowware.

 

Hollowware: are the items used to keep something. It is made in a way that it can hold something in it. They are the containers. It includes teapots, milk-pots, sugar basins, soup tureen, trays, water jug, chafing dish, etc. They are made from silver or china. The term does not include flatware and cutlery.

There is an almost unlimited range hollowware in use in the catering industry today. They are made of different materials. Their quality is very important to determine the quality of service. Their size and proper use increase the efficiency of service of the staff.


 

6. Name 10 different types of cutleries used in an outlet.

Food and Beverage service unit is one of the most important departments of the hotel and restaurant business. It is direct contact with guest. The service of this department determines the quality of the hotel. To service the guest it needs different types of equipment. Some tools are used to store, some are used to carry food and others used to serve. Some are used by customers and some are used by the waiters. The items used on the table are known as Tableware. The tableware are classified as hollowware and cutlery/ flatware.

Cutlery refers to group of knives, forks and spoons and other cutting equipments. They are used by guest to eat. og

Some Examples of cutlery are:

  1. Spoon: Soup, dessert, tea
  2. Fork: Joint, fish dessert
  3. Knife: Asparagus knife, Butter knife, Fruit knife, Cheese knife
  4. Tong: Sugar tong, Ice tong,

 

7.  Explain the Social Skills

Social skills among F&B service staff create positive impression in any F&B outlet. The most essential social skills required in addressing and welcoming customers;

  • If the name is known, address the guest with appropriate pronunciation of their titles
  • If the name is not known use sir or madam
  • Greet them cheerfully
  • Show the right table to the customer by walking in their place
  • Seat ladies first, then the other guests and finally the host
  • Ask for coats or baggage and keep in a side at a secured place.

In short, service personnel should possess qualities such as courtesy, co operation, honesty, punctuality, tact, a good memory and considerable knowledge. Service is the combination of science and art, so one must learn and practice.

 

8. “The quality of service is based on hospitality knowledge, skills and attitude of service.” Explain.

The quality of service staff in any establishment reflects the quality of the establishment, which is more important in catering industry as it is a service industry. The basic qualities of a service staff is discussed below:

  1. Physical Attributes: The Food and Beverage service staff should be well groomed and clean at all times. Cleanliness gives them a sense of well-being and confidence to do the job efficiently. Their hands should be clean. Nails should be trimmed, and kept clean. The jewellery should be kept to minimum. The uniform should be clean and well pressed and properly worn.
  2. Work Related Attributes: All service staff should be well-mannered and respectful to guests and to senior members of the staff and within each other. They should be calm and pleasant, even in the most trying circumstances.
  3. Salesmanship: The food and beverage personnel are technical sales persons, as they are the service person for guests contact. They should have a thorough knowledge of the proper presentation and service of all the food and beverage served in the establishment to satisfy the customers. They must try to sell different items offered by hotel.
  4. Good memory: A good memory helps to improve performance. It also helps the service personnel to attend to small but important details, such as remembering a guest’s name or his likes and dislikes regarding food and beverage, personal eating habit, etc.
  5. Ability to assume responsibility: All service staff should be able to cope with the demand of the job and possess the ability to assume responsibility.
  6. Tactful: An ability of correctly judging people is definitely an advantage. A sense of anticipation in service industry is an invaluable quality. The ability to anticipate what a guest or the management needs, even before it is asked for, creates a very good impression.
  7. Extra Language: In addition to these works related attributes, knowledge of one or more languages besides the regional language would be an asset to all service personnel. He must be capable of understanding guests and communicating with them in simple and perfect manner.
  8. Technical knowledge: The staff must be familiar with service equipment, drinks, and menu. He should acquire in depth knowledge How and avoid trial and error method of learning.
  9. Honesty is always the best policy. One should be honest with guests and with the management.
  10. Responsibility: The service personnel should develop the habit of taking responsibility for their job. Every job or assignment should be taken with full responsibility, as there is no excuse in the hospitality industry.
  11. Co-ordination and integrity: A good friendship between the 1025colleagues is essential. Service is teamwork. Arguments must be avoided. All employees should trust one another. They must have honesty, trustworthiness, dependability, reliability, truthfulness and loyalty between each other.

In short, service personnel should possess qualities such as courtesy, co un operation, honesty, punctuality, tact, a good memory and considerable knowledge. Service is the combination of science and art, so one must learn and practice.

 

9. Enlist types of food and beverage service outlets and explain any two of them.

The food and beverage service department of a hotel is the most labour intensive department. As per the size, specialization, types of service the hotel offer food and beverage from different section. The section from where food and beverage is served is known as outlets. Type of outlet and number and service depends upon the size and type of hotel.

  1. Banquet
  2. Coffee shops
  3. Room Service:
  4. Bar and Pubs:
  5. Pastry or Baker’s Shop:
  • Banquets: Banquet means formal ceremonial feasts, which involves a luxurious management and lavish expenditure. This outlet is usually the largest revenue-earning outlet in the food and beverage service department. It serves food and beverage for a gathering of people at special functions such as weddings, parties, receptions, cocktail dinners, seminars, conferences, meetings, etc.
  • Fine dining restaurant: This is the regular restaurant. Service in a fine dining restaurant is both formal and stylish. Depending on the size and service a hotel may have several restaurant specialized for different type of food and service.

 

10. Explain the Job description of waiter

The waiters receive the orders from the guest and serve the food and beverage as per the order. They are the part of a team under the captain. They should be knowledgeable about all types of food and beverage available at the time of service, so that they can effectively take order from guest and execute the order and serve the correct dish with its appropriate garnish and accompaniment. They should be able to efficiently co-ordinate with the other staff in the outlet.

Job description of waiter or waitress:

  1. Attend briefing before restaurant service starts.
  2. Manage Mise-en-scene.
  3. Mise-en-place. That is to put all the necessary things in proper place or to be ready to serve.
  4. Receive necessary restaurant items for service that is linen, glassware, condiments, crockery, napkins, tooth picks, flowers, etc.
  5. Washing, cleaning and polishing of cutlery, silverware, chinaware, and glassware and be ready for service. Polish silver ware, china ware and glassware.
  6. Exchange soiled linen for fresh ones.
  7. Prepare each table for service.
  8. Receive, welcome guests and make them pleasant seat.
  9. Pour water in glass.
  10. Take beverage and food order and service.
  11. Present cheque and receive payments.
  12. Clearance of table.
  13. Ensure cost control.
  14. Salesmanship.
  15. Ensure hygiene and sanitation.
  16. Safety.
  17. The waiters should remember that they are the service staff, so their job is not limited to what is written. They only one job is to serve the guest and perform all the necessary jobs in this relation

11. Differentiate between banquet and restaurant.

The food and beverage service department of a hotel is the most labour les intensive department. As per the size, specialization, types of service the darthotel offer food and beverage from different section. The section from where food and beverage is served is known as outlets. Type of outlet and number and service depends upon the size and type of hotel.

Banquets: Banquet means formal ceremonial feasts, which involves a luxurious management and lavish expenditure. This outlet is usually the largest revenue-earning outlet in the food and beverage service department. It serves food and beverage for a gathering of people at special functions such as weddings, parties, receptions, cocktail la dinners, seminars, conferences, meetings, etc.

Restaurant: This is the regular restaurant of a hotel food is served. In high class hotel they are also known as Fine Dining Restaurant. Service in a fine dining restaurant are formal and stylish. Depending on the size and service a hotel may have several restaurant specialized for different type of food and service.


 

12. Explain the Food & beverage service outlets.

The food and beverage service department of a hotel is the most labour intensive department. As per the size, specialization, types of service the hotel offer food and beverage from different section. The section from where food and beverage is served is known as outlets. Type of outlet and number and service depends upon the size and type of hotel.

  • Banquets: Banquet means formal ceremonial feasts, which involves a luxurious management and lavish expenditure. This outlet is usually the largest revenue-earning outlet in the food and beverage service department. It serves food and beverage for a gathering of people at special functions such as weddings, parties, receptions, cocktail dinners, seminars, conferences, meetings, etc.
  • Coffee Shop: Coffee shops in luxury hotels are open twenty-four hours for service. It generally serves pre-plated food, that is the food ready in the plate to be served. The prices in this outlet are usually not ea as high as in a fine dining restaurant in the hotel.
  • Fine dining restaurant: This is the regular restaurant. Service in a fine dining restaurant is both formal and stylish. Depending on the size and service a hotel may have several restaurant specialized for different type of food and service.
  • Room Service: This outlet is an integral part of the food and beverage service department. In every luxury hotel this unit is functional round the clock. The menu is often a simplified version of what is available in the coffee shops, with prices slightly higher to compensate the higher overheads in terms of staff and equipment.
  • Bar and Pubs: It is a place where alcoholic and non-alcoholic beverages are displayed for sale. The word bar appeared in French in 1837, which meant the counter itself.
  • Pastry or Baker’s Shop: This outlet serves pastry and cakes to both inhouse and non-resident guests. This is getting very popular nowadays in high-class hotels. It is normally located in the lobby area of the hotel where outsiders and in-house guests will have easy excess as most of the business in this outlet is in the form of take-away.

 

 13.  Why is briefing held in food and beverage department of a hotel? Discuss.

Briefing is a meeting of the food and beverage service staff prior to the opening of the restaurant. In the briefing sessions the senior member of the restaurant gives instructions, checks on certain aspects of service and receives suggestions of problems from the staff. In this session the senior will introduce with push item, special item, any VIP arrival, etc. It is to prepare the staff ready to serve. Motivating, encouraging, team buildup are the main objectives of briefing.

The restaurant in charge or the senior most will organise the briefing. He normally checks for the above point during briefing. It is a two-way communication between management and staff. It is to prepare the staff ready to serve. Motivating, encouraging, team buildup are the main objectives of briefing. They must discuss the problems faced by staff, physical weakness or mental problems. Doubts among staff must be Llistened, give due respect to suggestions from staff and complaints. Their Anar leave, holiday, over time must be planned. During this session personal hygiene, grooming, service equipment are checked, and instructions are given if there is any. The team must be familiar with non-availability of the certain items, specific dish of the day. Staffs know the important event and function of the day, special function in the house, VVIP guest in the house. In the same meeting they plan for the next day, roster, and organise short training to new comers about new menu items, knowing menu, and setting table cover. Checking the grooming of subordinates are also done during this session.

 

14. Explain the difference between coffee shop and fine dining restaurant

Coffee Shop: Coffee shops in luxury hotels are often the only venue where one can get a decent meal or snack long time after other restaurants have closed. This outlet is open twenty-four hours for service. It generally serves prices pre-plated food that is the food ready in the plate to be served. The in this outlet are usually not as high as in a fine dining restaurant in the hotel. Dining in a coffee shop is a causal affair, and many coffee shops have a list of enthusiastic regulars.

Fine dining restaurant: Service in a find dining restaurant is both formal and stylish. The prices tend to be high as compared to coffee shop because of its higher overheads. The menu may be on a la carte, buffer or a Table d m hotel. Waiters should be highly skilled and specialized to provide service.

 

15. Give the name and purpose of any five glassware.

Glassware represents the quality of a restaurant. They contribute to the appearance of the table and increase the attraction of the restaurant.

There are many standard patterns of glass available. Generally it is advised to use plain and multipurpose glassware. It shaves storage space and cost. Consider the new development and fashion.

The glassware should fulfill the purpose. For example a good wine glass should be plain and clear so that the colour and brilliance of wine is visible. It has a stem to hold the glass and hand head does not affect the wine test. A slight curving touch lip and gives perfect aroma. A mug type with handle for beer is preferred.

inset Water goblet – to serve water —

On the rock to serve whisky time

Juice glass–  to serve juice

Beer Mug – to serve beer

Hi ball- to serve water

 

16. Explain the crockery used in restaurants with five examples.

Crockeries are the cups, plates, bowls, etc made of China clay. So they are popularly known as Chinaware or China. The crockeries used in restaurant must blend with standard and quality of the establishment. Many standard establishments have their name or logo painted on it to create better impression to their clients. This type of crockeries is impervious to bacterial growth. Ideal for all uses at the table and in the kitchen, porcelain is dishwasher, oven, and microwave safe.

The five examples of Crockeries used restaurants are

  1. Plates: It comes in full plate, half plate, side plate, sweet plate, etc Bowl: They are different purpose and size, as soup bowl, chatteni bowl, curry bowl, etc
  2. Cups: Tea cup, egg cup, etc.
  3. Pot: tea pot, coffee pot, etc
  4. Other: crust, bud vase, butter dish, etc

 

Classification of Chinaware:

  1. Bone China: They are very fine, durable and expensive. The addition of bone ash gives greater strength, a bright white appearance, and a translucent quality when held up to light. It often appears more delicate than porcelain. Bone China is, however, not designed as a cookware product.
  2. Earthenware /casual china: The casual china generally refers to earthenware, stoneware, and ironstone patterns. Casual china can be more accurately described as any dinnerware used on a regular basis, which can even include porcelain patterns
  3. Porcelain: They also made of china clay but completely different composition. They are semi-translucent body, very strong and are high resistance to chipping.
  4. Stoneware: This is natural ceramic, unprocessed clay fired at a very high temperature. It is quite durable but not translucence and whiteness.

 

17. What do you mean by food and beverage serving outlets in a hotel? Explain briefly.

The food and beverage service department of a hotel is the most labour intensive department. The service of this department reflects the quality of the hotel. As per the size, specialisation, types of service offered by the hotel, the function of this department is divided into sections called 2 outlets. The division and specialisation will enhance the quality and efficiency and also for effective management and control. The various outlets in a food and beverage service department of a large-scale hotel are as follows. In a small-scale hotel all the functions of different outlets is performed by one or two sections or outlets.

Banquets: Banquet means sumptuous feasts or formal ceremonial e feasts, which involves a luxurious management and lavish not expenditure. This outlet is usually the largest revenue-earning outlet in the food and beverage service department. It serves food and beverage for a gathering of people at special functions such as weddings, parties, receptions, cocktail dinners, seminars, conferences, meetings, etc. Banquet functions can be held at lunch or dinner time and the pattern of operations may very from one time to another. The outlet also rents out banquet halls for exhibitions, concerts, conventions and other programs.

Coffee Shop: Coffee shops in luxury hotels are often the only venue where one can get a decent meal or snack long time after other restaurants have closed. This outlet is open twenty-four hours for service. It generally serves pre-plated food, that is the food ready in the plate to be served. The prices in this outlet are usually not as high as in a fine dining restaurant in the hotel. Dining in a coffee shop is a casual affair, and many coffee shops have a list of enthusiastic regulars.

Fine dining restaurant: Service in a fine dining restaurant is both formal and stylish. The prices tend to be high as compared to coffee shop because of its higher overheads. The menu may be on a la carte, buffet or a Table d hotel. Waiters should be highly skilled and specialized to provide service.

Room Service: This outlet is an integral part of the food and beverage  service department. It is regarded as a guest facility. In every luxury hotel this unit is functional round the clock. The menu is often simplified version of what is available in the coffee shops, with prices slightly higher to compensate the higher overheads in terms of staff and equipment.

The room service outlet is also responsible for placement of the food and beverage amenities for regular guests and VIP’s. The amenities may include fresh fruits, cookies, day fruits, and nuts and mini bar.

Bar and Pubs: It is a place alcoholic and non-alcoholic beverages are displayed for sale. The word bar appeared in French in1837, which meant the counter itself.

The bar is located in the public area, and used for the service of paying bal customers, be it in-house guests or non-residents. The bars may be divided into different types of bar in a large establishment such as  lounge or lobby bar, service bar, mobile bar, club bar, snacks bar, milk  bar, coffee bar, etc. are also common.

In an established hotel the concept of mini bar is also in practice. This bar is set up in the guestroom itself. The beverages are placed in the guestroom in a small refrigerator and guests help themselves. The led beverage comprises of both alcoholic and non-alcoholic drinks. Miniature bottles of spirit are usually kept. Appropriate glass, ice, nibbles, etc. are placed in the room for the guests to help themselves. The Room service staffs are responsible to maintain the daily inventory and report the cash for collection of the bill.

Pastry or Baker’s Shop: This outlet serves pastry and cakes to both in house and non-resident guests. It may 10 a self-service counter, or a be a small area where there are few tables with waiter service. It is normally located in the lobby area of  the hotel where outsiders and in-house guests will have easy excess as most of the business in this outlet is in. the form of take-away.


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