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INDEX, , Day wise Curriculum, List of Equipment, Trainer Handbook, Trainee Handbook, Competence Achievement Records – Practical, Competence Achievement Records – Theory
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DAY WISE CURRICULUM, COURSE: Food &Beverage Service Steward, , DURATION: 3 Months, hrs, , DURATION IN HOUR:, 367 hrs THEORY, HOURS: 156 hrs, PRACTICAL HOURS: 211, , TOPIC COVERS, DAYS, THEORY, HRS., PRACTICAL, Sharing videos and ice, 1, Introduction to GMRVF, 2, breaking Activity, Introduction to F & B, Sharing videos ,Detail about, 2, 2, Steward Course, F&B sector, Introduction of service, Uses of crockery, 3, 2, equipments, ,cutlery,glassware., Details of Placements in, QSR,job roles,Steward job, 4, 2, the F & B service industry, roles, Detailed overview of, Sharing videos and detail, 5, each aspect of Personal, 2 how importance its in, Grooming Standards, hospataility industry., Understanding the, Grooming Standards of, Understanding body, 6, the Hospitality Industry, 2, language,and importance of, and recognizing the, it in hotels and food outlets, importance of the same, Importance About 5S in, Introduction to Various, 7, 2, hotel industry, equipments, Using 5s Theory and practice, 8, 5S is a Methodology, 2, in work stations, , HRS., , 4, 4, 4, 4, , 4, , 4, 4, , 9, , How is 5S useful for us in, personal, , 2, , Hands on practice and, arrangements in wardrobe., , 4, , 10, , Analyzing the consumers, and the market, , 2, , Business plans , food, outlets, or qsr restaurant’s, , 4, , 11, , Formulating the Policy, , 2, , 12, , Understanding the, demand, , 2, , 13, , Plan and design facilities, , 2, , Purchase policy ,and vendor, ,supplier, Current demand about food, ,and new introduction food, stuff, Outlet design ,and extra, facilities provided in, restaurants and hotels, , 4, 4, , 4, , 1|P age
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14, , Provisioning, , 2, , 15, , Production & Service, , 2, , 16, , Control costs and, revenue, , 2, , 17, , Monitor Customer, Satisfaction, , 2, , 18, , Importance of F&B, Service Industry, , 2, , 19, , Recognize about Walkins, and Pre booking of tables, , 2, , 20, , What is Pre-booking?, , 2, , 21, , Advantage of Pre-booking, , 2, , 22, , How to handle Guests, that have pre-booked, reservations?, , 2, , 23, , How to greet customers, and welcome them to the, dining area, , 2, , 24, , Seating Arrangements in, Restaurants: Guidelines, , 2, , Indent form ,how to, produce material,logbook, maintaining, Kitchen services ,kst,waiter,, steward,roles and, importance, Manage the cost of, production, labor, overhead, costs, ensure that the customer’s, expectations are always met, Difference between hotels,, restaurants, and takeaways, A walk-in is a person who, arrives unannounced to get, a service, Pre-booking is when guests, make a reservation to come, to a restaurant, The advantage of prebooking for the customer is, that they will have a spot in, the restaurant/hotel, Upon arrival of the guest at, the, establishment,, the, following steps need to be, followed:, When guests arrive at your, hotel/restaurant/, establishment, it is, important to greet them in, an appropriate manner, Food Outlets,Coffee Shops,, Serving Standards, Laying, Tables., , 4, , 4, , 4, , 4, 4, 4, , 4, , 4, , 4, , 4, , 4, , 2|P age
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25, , 26, , 27, , 28, , 29, , Difference between, hotels, restaurants, and, takeaways, , Meals And Menu, Planning – Different, Types Of Menus – (A), Table D’Hote., Brief Description And, Correct Uses A)Different, Types Of Cutlery,, Crockery, Silverware., Menu Knowlwdge,Types, Of Beverages,Non, Alchaholic Beverages., Cleaning Crockery, ,Cutlery&, Glassware,Resturant, Linen Storage,Laying The, Table., , 2, , 2, , 2, , 2, , 2, , 30, , Invocing &, Payment,Handling, Complaint Issues., , 31, , Greet Customers , Take, And Process Orders, ,Serve Food And, Beverage., , 32, , F&B Service Equipments, ,And Uses,Preparing For, Service., , 2, , 33, , Spot Customer Service, Issues , Resolve Customer, Problems., , 2, , 2, , 2, , Relevant To Own, Employment And, Performance Conditions,, Relevant Occupational, Health And Safety, Requirements Applicable In, The Work,Importance Of, Working In Clean And Safe, Environment., A’La Carte, (C) State, Banquets, (D) Buffet –, Cold/Hot Spreads, For, Various Types Of Function., Flatware, Halloware And, Glassware Used In A, Standard Catering, Establishment., Types Of Beverages,Non, Alchaholic Beverages., Order Taking, Procudure,Servicing The, Order,Buffet Service ,Other, Service Practice,Single Point, Counter Service., Communicating With, Customer And, Colleagues,Customer Service, Principals., Task Covers The Following:, Clear Tables And Counters, After Dining ,Present Guest, Account., Check For The Services, Used, Clean Table And Side, Boards Of Used Tableware, And Waste Food/Beverages., Task Covers The, Following,Interact With, Superior,, Communicate With, Colleagues., , 4, , 2, , 2, , 2, , 2, , 2, , 2, , 2, , 2, , 3|P age
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2, , Engage With Customers To, Understand Their Service, Quality Requirements., , 2, , 2, , 34, , Communicate Effectively, With Customers., , 35, , Achieve Customer, Satisfaction , Fulfil, Customer Requirement., , 2, , Educate Customer On, Specific Facilities And, Services Available For, Different Categories., , 36, , Customers , Provide, Gender And Age Specific, Services As Per Their, Unique And Collective, Requirements., , 2, , Follow Standard Etiquette, With Women At Workplace., , 2, , 37, , Secure Company’S Ipr ,, Respect Customers, Copyright., , 2, , Follow Personal Hygiene, Practices , Take, Precautionary Health, Measures., , 2, , 2, , Follow Standard Safety, Procedure , Use Safety Tools, ., , 6, , 38, , 39, , 40, , 41, , 42, , 43, , 44, , Ensure Cleanliness, Around Workplace In, Hospitality And Tourist, Areas., Take Precautionary, Measures To Avoid Work, Hazards., Garbage Disposal –, Different Methods –, Advantage And, Disadvantages., Pest Control - Rodents, And Insect Control, Techniques., Types Of Communication, – Formal, Informal,, Verbal, Written,, Horizontal, Vertical.Letter, Writing., Covering Letter,, Invitations, Greetings,, Apologies., Communication With, Guest And Body, Language., , 2, , 2, , Personal Protective, Equipment , Achieve Safety, Standards., Food Poisoning – Causative, Factors And The Precautions, To Be Taken By Food, Handlers., , 4, , 4, , 2, , Special Stress On Control Of, Flies, Rats And Cockroaches., , 4, , 2, , Circular, Memo, Notice,, U.O. Note, Applications BioData., , 4, , 2, , Use Of Telephone, Fax,, Taking Telephonic Orders., , 4, , 2, , Telephone, Etiquette’S,Rolepaly,Activity., , 4, , 4|P age
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45, , 46, , Relevant To Own, Employment And, Performance Conditions,, Relevant Occupational, Health And Safety, Requirements Applicable, In The Work,Importance, Of Working In Clean And, Safe Environment., A’La Carte, (C) State, Banquets, (D) Buffet –, Cold/Hot Spreads, For, Various Types Of, Function., , 2, , 4, , Selecting consumables, assembling of, 2, , 5, various accessories., , 5|P age
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DAY WISE CURRICULUM, COURSE: Food &Beverage Service Steward, , DURATION: 3 Months, hrs, 47. Types of Seating Arrangements, in Restaurants, , 2, , DURATION IN HOUR:, 367 hrs THEORY, HOURS: 156 hrs, PRACTICAL HOURS: 211, , SeatingArrangementsin, Banquets/Events: Guidelines, , 48. Types of Seating Arrangements, in Banquets/Events, , 2, , 49. Specifications, Identification, , Service, , 2, , Different Types of Equipment, , 50. Using Safety Tools in Workplace, , 2, , Following Standard, Procedures, , 51. Flatware,, Holloware, And, Glassware Used In A Standard, Catering Establishment., , 2, , Following Standard Etiquette, With Women At Workplace, , 52. Communicating with Customers, and Colleagues, Customer, Service Principles, , 2, , Improving, Communication 7, among Colleagues, Customer, Service Principles, , 53. Following, Practices, , Hygiene, , 2, , Taking Precautionary Health 7, Measures, , 54. Food, Poisoning–Causative, Factors And The Precautions To, Be Taken By Food Handlers, , 2, , Causes of Food Poisoning, Precautions to be taken, , 55. Engage With Customers To, Understand, Their, Service, Quality Requirements, , 2, , Ways to engage customers, Understanding service quality, requirements, , 56. Different types of Menus, , 2, , South indian ,north, indian,Chinese,continental, , of, , Personal, , Specifications of Service, Identification, Crockery, , 6, , 6, , 6, , Safety 4, , 4, , 3, , 6|P age
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57. Relevant To Own Employment, And Performance Conditions,, Relevant Occupational Health, And Safety Requirements, Applicable, , 2, , Self Employment,Occupational, Health, and, Safety, Requirements Applicable in, Food and Beverage Industry, , 58. The Work,Importance Of, Working In Clean And Safe, Environment, , 2, , Importance of Working in a, Clean and Safe Environment, , 59. Communication With Guests, And Body Language, , 2, , Communication with Guests, Body Language, , 60. Telephone Etiquette, Role Play,, Activity, , 2, , Telephone Etiquette, \Role play activity, , 61. Types Of Communication –, Formal, Informal, Verbal,, Written,, , 2, , 62. Horizontal, Vertical, Letter, Writing, , 2, , 63. Circular, Memo, Notice, U.O., Note, Applications Bio-Data, , 2, , 64. Pest Control - Rodents And, Insect Control Techniques, , 2, , 65. Special Stress On Control Of, Flies, Rats And Cockroaches, , 2, , 66. Take Precautionary Measures, To Avoid Work Hazards, , 2, , 67. Personal Protective Equipment, , 2, , Types of Communication, Verbal Communication, Formal Communication, Informal Communication, Written Communication, Horizontal Communication, Vertical Communication, Letter Writing, ●, Circulars, ●, Memos, ●, Notices, ●, U.O. Notes, ●, Applications, ●, Bio-data, ●, Pest Control Importance, ●, Pest Control Methods, ●, Steps for Pest, Prevention, ●, Ways to control, cockroach infestation, ●, Ways to control fly, infestation, ●, Ways to control rodent, infestation, Personal Protective, Equipment, Achieve Safety, Standards, Achieving Safety Standards, , 2, , 3, , 2, , 7|P age
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68. Garbage, Disposal–Different, Methods–Advantage, And, Disadvantages, , 2, , ●, Methods of Garbage, Disposal, ●, Waste Management, ●, Composting, , DAY WISE CURRICULUM, COURSE: Food &Beverage service steward, , DURATION: 3 Months, hrs, 69. Food, Poisoning–Causative, Factors And The Precautions To, Be Taken By Food Handlers, 70. Ensure Cleanliness Around, Workplace In Hospitality And, Tourist Areas, 71. Follow Standard Safety, Procedure, Use Safety Tools, , 2, , 2, , 2, , 72. Secure Company’s Ipr, Respect, Customers Copyright, , 2, , 73. Follow, Personal, Hygiene, Practices, Take Precautionary, Health Measures, , 2, , 74. Provide Gender And, Specific Services As, Customers, Unique, Collective Requirements, , Age, Per, And, , 2, , 75. Follow Standard Etiquette With, Women At Workplace, , 2, , DURATION IN HOUR:, 367 hrs THEORY, HOURS: 156 hrs, PRACTICAL HOURS: 211, , ●, Causes of Food, Poisoning, ●, Precautions to be, taken, ●, Ensuring Cleanliness in, Workplace, ●, Ensuring Cleanliness in, Hospitality and Tourist Areas, ●, Following Standard, Safety Procedures, ●, Using Safety Tools in, Workplace, ●, What is IPR?, ●, Securing company’s IPR, ●, Respecting customers, copyright, ●, Following Personal, Hygiene Practices, ●, Taking Precautionary, Health Measures, ●, Providing gender and, age specific services as per, customers unique and, collective requirements, , Regarding night shift, allowances ,safety preacutions, , 8|P age
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76. Achieve Customer Satisfaction,, Fulfil Customer Requirement;, Communicate effectively with, customers, , 2, , 77. Educate Customer On Specific, Facilities And Services Available, For Different Categories, , 2, , 78. Spot Customer Service Issues,, Resolve Customer Problems, Identifying Customer Service, Issues, Resolving Customer Problems, , 2, , ●, Achieving customer, satisfaction, ●, Customer satisfaction, surveys, ●, Fulfilling customer, requirements, ●, Communicating, effectively with customers, ●, Educating customers on, facilities and services available, , Task Covers The Following:, Interact, With, Superior,, Communicate With Colleagues, ●, Chain of Command, ●, Interacting, with, Superiors
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List of Equipment, Sector: THSC, Course Name: Food & Beverage Service Steward, Course code: THSC-301, Sl., Name of the item required as per the syllabus, No., , Quantity, required, as per syllabus, , UNIQUE EQUIPMENT REQUIRED, 01, 02, 03, 04, 05, 06, 07, 08, 09, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, , Projecter, LCD monitor 20”, Google’s, Tables, Dinning Chairs, Side Station, Bar Counter ( Front And Back Bar), Hostess Desk, Storage Cabinet, POS/ Computer, Dinner Plate 11", Dessert Plate 9", B&B Plate, Tea Cup, Tea Saucer, Soup Bowl, Soup Bowl 4.5" Chinese, Soup Spoon Chinese, Service Bowl 1 Port 6 ", Service Bowl 2 Port 7 ", Service Platter 1 Port 10 ", Service Platter 2 Port 12 ", Pasta Plate 11 ", Cereal Bowl, Chutney Bowl Small, Tea Spoon, Dessert ( Ap) Spoon, Dessert ( A.P) Fork, Soup Spoon, Dessert Knife, Table Service Spoon, Table Service Fork, Tea Strainer, , 01, 01, ---3, 12, 1, 1, 1, 1, 1, 12, 12, 12, 12, 12, 12, 12, 12, 6, 6, 6, 6, 6, 6, 12, 12, 12, 12, 12, 12, 6, 6, 3
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34, 35, 36, 37, 38, , Tea Set, Water Jug, Salt And Pepper Set, Tooth Pick H Older, Straw Holder, , 1, 6, 4, 2, 2
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39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 56, 57, , Sugar Sachet Holder, Napkin Holder, Finger Bowl Large With Under Liner, Entree Dish Round Wiht Lid ( 1 Portion), Entree Dish Round With Lid ( 2 Portion), Oval Platter, Reserved, Round Service Tray, Rectangular Service Tray, Ash Tray, Tom Collins, Hi Ball, Pilsner, Decanter Small, Decanter Large, Wine Glass, Table Cloths, Table Napkins, , 2, 2, 6, 2, 1, 1, 1, 10, 10, 4, 12, 12, 6, 6, 6, 12, 6, 36
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Topics to be covered:, Morning Session: Introduction to GMRVF, Afternoon Session: Placement Franchise Details, Importance of Grooming, Standards in Hospitality Industry, Overview of Topics:, 1. Introduction to GMRVF, ● Introduction to the four major thrust areas, ● Details of Vocational Training Programmes, ● Introduction to F & B Steward Course, 2. Placement Franchise Details, Importance of Grooming Standards in Hospitality, Industry:, ● Details of Placements in the F & B service industry, ● Understanding the Grooming Standards of the Hospitality Industry and, recognizing the importance of the same, ● Detailed overview of each aspect of Personal Grooming Standards, ● Understanding body language, ● Review of Concepts, , Topics to be covered:, 1.Importance About 5S in hotel industry, 2. What is F&B service industry and its importance, difference between hotels,, restaurants and takeaways, Overview of Topics:, 1. Importance About 5S in hotel industry, What is 5S?, 5S is a Methodology, 5S methodology originated from Japan. It consists of 5, Japanese, words that translate to English as follows:, 1. Seiri → Sort (Organization), 2. Seiton → Set in Order, 3. Seiso → Shine (Cleanliness), 4. Seiketsu → Standardize
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5. Shitsuke → Sustain (Discipline, , How is 5S useful?, The 5S methodology is commonly used in many organizations and industries to, make work more efficient, effective and safe., It improves the overall function and performance of a business., 5S methodology states that employees should focus on value in an orderly, clean,, safe, comfortable and positive work environment., , 5S in Hotel Industry, , Sort: Sort and separate that which is needed & not needed in the workspace, Set in Order: Arrange items that are needed so that they are ready and easy to use., Identify locations for all items so that once the task has been completed, anyone, else can find and use the items, Shine: Ensure that the workplace is cleaned and maintained regularly, Standardise: Keep revisiting the first 3 steps and standardise the procedure, Sustain : Follow the rules in order to maintain the standard and improve every day, , Importance of 5S in Hotel Industry, Increase in value of hotels is crucial to their survival in the future., According to the traditional method of Hotel Management, the success of a hotel is, measured in terms of profitability, productivity, satisfaction, etc. In this approach,, when results are good, there is no need for improvement., In order to create quality customer satisfaction and to meet customer expectations,, we need to follow a different approach. Hotels need to focus on quality and, customer value and thus, their business model needs to reflect the same., 5S as a Business Model, 5S is a value-oriented business model. It can also be applied to non-tangible things., For example, order and cleanliness are also important mentally., Similarly, self-discipline is also crucial. It is required for continuous selfimprovement., 5S ensures self-motivation, integrity and synergy. This leads to continuous
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improvement and thus, quality., It requires the adaption of all employees to an approach that involves changing, their behaviour and attitude towards progress, quality and value., , Chapter-2, , 2.1 What is F&B service industry and its importance, difference between hotels,, restaurants and takeaways, , Introduction to F&B Service Industry, The main responsibility of the F&B service industry is to serve food and drink to, people and to satisfy their needs., Customer Satisfaction is extremely important in this industry. It comes in various, forms:, Physiological: the need to consume special food/drink items, Economical: the need to obtain food/drink at a reasonable and affordable price, Social: they look for a friendly and welcoming environment, Psychological: the increased self-esteem/variety in food, Convenience: someone else will do the work The food & beverage service industry, is a major contributor to the economy. It is highly complex and creates job, opportunities. As it is a part of our daily lives, it drives entrepreneurship, diversity, and innovation. It is led by consumers and is a highly competitive industry., , Operation of F&B Service Industry, Step 1: Analyzing the consumers and the market, Understand who the target consumers are and what their needs are. Study the, market potential., Step 2: Formulating the Policy, Formulate the policy of how your business will operate (methods and approaches, that will be used)., Step 3: Understanding the demand, Interpreting the demand from consumers and correlating with the equipment that, would be required in order to provide service., Step 4: Plan and design facilities, Plan and design the facilities that would be needed to successfully operate the, business and any other equipment needed, Step 5: Provisioning
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Organize provisioning required to carry out the business (requirements for, producing and serving food/drink and serving method)., Step 6: Production & Service, Understanding the needs for food production and managing the staff and other, needs in order to meet the requirement of the operation., , Step 7: Control costs and revenue, Manage the cost of production, labor, overhead costs with the revenue or income, from the business such that profit occurs., Step 8: Monitor Customer Satisfaction, ensure that the customer’s expectations are always met and always look for new, ways to improve the quality of business, , Importance of F&B Service Industry, This industry contributes a major part of the profit of the hospitality industry., It is an industry that will always be a necessity. All humans, in their daily lives,, require to be served at some point or the other. As long as consumers exist, the, industry will never die out., F&B Service is required in hotels, restaurants, banquets, resorts, etc., , Difference between hotels, restaurants, and takeaways, Hotels, A hotel provides accommodation apart from meals. It meets the room and food, requirements of travelers and tourists., A hotel is a large building with lodging and sometimes other facilities like gym,, sports area, gardens, swimming pool, room service etc. However, different hotels, provide different other facilities., Hotels may contain restaurants (areas for dining that serve the purpose of, providing food/beverage., Restaurants, In contrast to a hotel, a restaurant provides only food and drink (meals) and no, rooms/lodging. Restaurants are smaller in size (usually just one or two floor, complexes) than hotels and sometimes, they may be present inside hotels., Restaurants differ from each other in terms of cuisine, presentation, style, price,, serving method., The facilities provided by restaurants are only dining area, washrooms, parking, and, sometimes a lounge area
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Chapter-3, , 3.1 Recognize about Walkins and Pre booking of tables, What are Walkins?, A walk-in is a person who arrives unannounced to get a service without having an, appointment or reservation., Importance of Walk-in Guests, Accommodating Walk-in Guests helps to increase the sales and revenue of your, restaurant/hotel., However, management of Walk-in Guests must be done properly., The availability of seats in the restaurant/rooms in the hotel can sometimes be, lesser than the number of people wishing to avail the services. In such cases, The, owner/manager of such establishments must need to either create availability or, refer customers to nearby restaurants and/or hotels, either of the same, restaurant/hotel group or otherwise., , Such referrals also allow for good relationships between establishments in a certain, locality. This allows more accommodation of guests and a growth in the business, and economy., , How to handle Walk-in Guests, Walk-in guests are usually dealt with by either the front-desk agents of hotels or, the hots/hostess of a restaurant., Here are some tips to handle walk-in guests:
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● Great the guest warmly and professionally with a smile and always be polite, ● Create an environment such that the guest does not feel uncomfortable, ● In case of a restaurant, ask the guest the number of people that need to be, seated and check for availability of seats required (In the case of a hotel, ask the, guest the number of rooms and duration of stay and check availability), ● In case preferred seats are not available, let the guest know which, seats are available and if they would like to opt for those seats, instead, ● In case of buffet style restaurant, let the guest know the policies and pricing of, the meal, ● If the guest agrees to available options, book a table on-spot for them, ● If the guest does not agree, try to suggest any other options or restaurants in, the vicinity, ● Guide the guest to the selected table and help them get seated, ● Assign a waiter/waitress to their table to take their order, ● From here on out, the steward will take care of the guest just like they would for, any customer, What is Pre-booking?, ● Pre-booking is when guests make a reservation to come to a restaurant or a, hotel on a specific date at a specific time., ● This ensures that the guests have a room/table reserved for them upon their, arrival at the location and they do not have to wait/look for other services that are, available., ● Pre booking can be done either by calling the establishment or by going online, to their website. It can also be done physically, , Advantage of Pre-booking, ● The advantage of pre-booking for the customer is that they will have a spot in, the restaurant/hotel reserved for them and they will only have to pay upon arrival., No upfront payment is required. In case the customer does not show up to the, establishment at the specified time, the hotel/restaurant can give the room/table, to walk-in customers., ● From the establishment point of view, the restaurant/hotel will know how many, guests to expect and will be prepared for the same. This will help them to manage, and accommodate all types of guests which will in turn help them increase revenue., ● How to handle Reservation Inquiry
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How to handle Guests that have pre-booked reservations?, Upon arrival of the guest at the establishment, the following steps need to be, followed:, ● Greet them with a smile, welcome them, and ask how you may help them, ● When they say they have made a reservation, ask for their full name, ● Search for their reservation in the restaurant database system, ● Once it is confirmed that they have made a reservation, lead them to the table, that has been booked for them, ● Ensure that they are seated comfortably and that a waiter is there to take their, order and serve them throughout their meal, , 3.2 How to greet customers and welcome them to the dining area:, ● How to Greet Customers, ● When guests arrive at your hotel/restaurant/ establishment, it is important to, greet them in an appropriate manner. First impressions matter and as the face of, your business, it is your responsibility to create a welcoming and positive image for, your guests., ● Body language is as important as verbal communication., ● Hence, always start with a smile., ● Ensure that the smile is genuine so that the customer, ● knows that you are happy to see them., ● How to welcome customers to the dining area, ● Review of Concepts, , Topics to be covered:, Morning Session: Seating Arrangement, Afternoon Session: Specifications of Service Identification, Crockery, Overview of Topics:, 1., ●, ●, ●, ●, ●, , Seating Arrangement:, Seating Arrangements in Restaurants: Guidelines, Types of Seating Arrangements in Restaurants, Seating Arrangements in Banquets/Events: Guidelines, Types of Seating Arrangements in Banquets/Events, Review of Concepts
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2., ●, ●, ●, ●, , Specifications of Service Identification, Crockery:, Specifications of Service Identification, Different Types of Equipment, Crockery, Review of Concepts, , Topics to be covered:, Morning Session: 5S Assessment and Difference Between Food Outlets, Afternoon Session: Serving Standards, Laying Tables, Overview of Topics:, , 1. 5S Assessment and Difference Between Food Outlets:, ● 5S Assessment \, ● General 5S Housekeeping Checklist, ● How often should a 5S Assessment be performed?, ● Difference Between Food Outlets, ● Review of Concepts, 2. Serving Standards, Laying Tables:, ● Serving Standards, ● Different Serving Standards, ● Service Conventions, ● How to Set up Tables, ● Review of Concepts, Topics to be covered:
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Morning Session: Plan for Serving F&B, Identify the Service Area, , Overview of Topics:, 1. Plan for Serving F&B, Identify the Service Area, ● Plan for Serving F&B, ● Identifying the Service Area, ● Review of Concepts, Topics to be covered:, Morning Session: Legislation, Standards, Policies, And Procedures Followed In The, Company, Afternoon Session: Relevant To Own Employment And Performance Conditions,, Relevant Occupational Health And Safety Requirements Applicable In The, Work,Importance Of Working In Clean And Safe Environment, Overview of Topics:, 1. Legislation, Standards, Policies, And Procedures Followed In The Company:, ● Legislation of Food and Beverage Services, ● Licenses Required to Open a Restaurant, ● Applying for GST, ● Standards of Food and Beverage Services, ● Policies and Procedures of Food and Beverage Services, ● Review of Concepts, 2. Relevant To Own Employment And Performance Conditions, Relevant, Occupational Health And Safety Requirements Applicable In The, Work,Importance Of Working In Clean And Safe Environment:, ● Self Employment, ● Occupational Health and Safety Requirements Applicable in Food and, Beverage Industry, ● Importance of Working in a Clean and Safe Environment, ● Review of Concepts, , Morning Session: Meals and Menu Planning, Afternoon Session: Different types of Menus
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Overview of Topics:, 1. Meals and Menu Planning, ● What is a Menu?, ● Qualities of a Good Menu, ● How to Prepare a Menu, ● Menu Planning, ● Menu Courses, ● Review of Concepts, 2. Different types of Menus, ● Types of Menus, ● Review of Concepts, Topics to be covered:, Morning Session: Brief Description And Correct Uses A)Different Types Of Cutlery,, Crockery, Silverware, Afternoon Session: Flatware, Holloware And Glassware Used In A Standard Catering, Establishment., Overview of Topics:, 1. Brief Description And Correct Uses A)Different Types Of Cutlery, Crockery,, Silverware, ● Cutlery and Silverware, ● Crockery, ● Review of Concepts, 2. Flatware, Holloware And Glassware Used In A Standard Catering, Establishment., ● Flatware, ● Holloware, ● Glassware, Topics to be covered:, Morning Session: Menu Knowledge, Types of Beverages, Non-alcoholic Beverages, Afternoon Session: Menu Knowledge, Types of Beverages, Non-alcoholic Beverages, , Overview of Topics:
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1. Menu Knowledge, Types of Beverages, Non-alcoholic Beverages, ● Menu Knowledge, ● Types of Beverages, ● Non-alcoholic Beverages, ● Review of Concepts, Topics to be covered:, Morning Session: Cleaning Crockery, Cutlery & Glassware, Restaurant Linen Storage,, Laying The Table, Afternoon Session: Order Taking Procedure, Servicing The Order, Buffet Service,, Other Service Practice, Single Point Counter Service, Overview of Topics:, 1. Cleaning Crockery, Cutlery & Glassware, Restaurant Linen Storage, Laying The, Table, ● Cleaning Crockery and Cutlery, ● Cleaning Glassware, ● Restaurant Linen Storage, ● Laying the Table, ● Review of Concepts, 2. Order Taking Procedure, Servicing The Order, Buffet Service, Other Service, Practice, Single Point Counter Service, ● Order Taking Procedure, ● Servicing the Order, ● Buffet Service, ● Other Service Practice, ● Review of Concepts, Topics to be covered:, Morning Session: Invoicing and Payments, Handling Complaint Issues, Afternoon Session: Communicating with Customers and Colleagues, Customer, Service Principles, Overview of Topics:, 1. Invoicing and Payments, Handling Complaint Issues, ● Invoicing and Payments
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● Handling Complaint Issues, ● Common Complaints in a Restaurant, ● Review of Concepts, 2. Communicating with Customers and Colleagues, Customer Service Principles, ● Communicating with Customers, ● Communicating with Colleagues, ● Improving Communication among Colleagues, ● Customer Service Principles, ● Review of Concepts, Topics to be covered:, Morning Session: Greet Customers, Take And Process Orders, Serve Food And, Beverage, Afternoon Session: Task Covers The Following: Clear Tables And Counters After, Dining ,Present Guest Account, Overview of Topics:, 1. Greet Customers, Take And Process Orders, Serve Food And Beverage, ● Greeting Customers, ● Taking and Processing Orders, ● Serving Food and Beverage, ● Review of Concepts, 2. Task Covers The Following: Clear Tables And Counters After Dining, Present, Guest Account, ● Clearing Tables and Counters, ● Presenting Guest Accounts, ● Review of Concepts, Topics to be covered:, Morning Session: F&B Service Equipment and Uses, Preparing for Service, Afternoon Session: Checking for services used, cleaning tables and sideboards of, used tableware and waste food and beverages, Overview of Topics:, 1. F&B Service Equipment and Uses, Preparing for Service, ● F&B Service Equipment and Uses, ● Preparing for Service
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● Review of Concepts, 2. Checking for services used, cleaning tables and sideboards of used tableware, and waste food and beverages, ● Checking for Services used, ● Cleaning Checklist, ● Review of Concepts, Topics to be covered:, Morning Session: Spot Customer Service Issues, Resolve Customer Problems, Afternoon Session: Task Covers The Following: Interact With Superior, Communicate, With Colleagues, , Overview of Topics:, 1. Spot Customer Service Issues, Resolve Customer Problems, ● Identifying Customer Service Issues, ● Resolving Customer Problems, ● Review of Concepts, 2. Task Covers The Following: Interact With Superior, Communicate With, Colleagues, ● Chain of Command, ● Interacting with Superiors, ● Communicating with Colleagues, ● Review of Concepts, Topics to be covered:, Morning Session: Communicate effectively with customers, Afternoon Session: Engage With Customers To Understand Their Service Quality, Requirements, , Overview of Topics:, 1. Communicate effectively with customers, ● Communicating effectively with customers, ● Communicating Online, ● Review of Concepts, 2. Engage With Customers To Understand Their Service Quality Requirements
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● Ways to engage customers, ● Understanding service quality requirements, Topics to be covered:, Morning Session: Achieve Customer Satisfaction, Fulfil Customer Requirement;, Communicate effectively with customers, Afternoon Session: Educate Customer On Specific Facilities And Services Available, For Different Categories, Overview of Topics:, 1. Achieve Customer Satisfaction, Fulfil Customer Requirement; Communicate, effectively with customers, ● Achieving customer satisfaction, ● Customer satisfaction surveys, ● Fulfilling customer requirements, ● Communicating effectively with customers, 2. Educate Customer On Specific Facilities And Services Available For Different, Categories, ● Educating customers on facilities and services available, Topics to be covered:, Morning Session: Provide Gender And Age Specific Services As Per Customers Unique, And Collective Requirements, Afternoon Session: Follow Standard Etiquette With Women At Workplace, Overview of Topics:, 1. Provide Gender And Age Specific Services As Per Customers Unique And, Collective Requirements, ● Providing gender and age specific services as per customers unique and, collective requirements, 2. Follow Standard Etiquette With Women At Workplace, ● Following Standard Etiquette With Women At Workplace, Topics to be covered:, Morning Session: Secure Company’s Ipr, Respect Customers Copyright, Afternoon Session: Follow Personal Hygiene Practices, Take Precautionary Health, Measures
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Overview of Topics:, 1. Secure Company’s Ipr, Respect Customers Copyright, ● What is IPR?, ● Securing company’s IPR, ● Respecting customers copyright, 2. Follow Personal Hygiene Practices, Take Precautionary Health Measures, ● Following Personal Hygiene Practices, ● Taking Precautionary Health Measures, Topics to be covered:, Morning Session: Ensure Cleanliness Around Workplace In Hospitality And Tourist, Areas, Afternoon Session: Follow Standard Safety Procedure, Use Safety Tools, Overview of Topics:, 1. Ensure Cleanliness Around Workplace In Hospitality And Tourist Areas, ● Ensuring Cleanliness in Workplace, ● Ensuring Cleanliness in Hospitality and Tourist Areas, 2. Follow Standard Safety Procedure, Use Safety Tools, ● Following Standard Safety Procedures, ● Using Safety Tools in Workplace, Topics to be covered:, Morning Session: Take Precautionary Measures To Avoid Work Hazards, Afternoon Session: Personal Protective Equipment, Achieve Safety Standards, Overview of Topics:, 1. Take Precautionary Measures To Avoid Work Hazards, ● Take Precautionary Measures To Avoid Work Hazards, 2. Personal Protective Equipment, Achieve Safety Standards, ● Personal Protective Equipment, ● Achieving Safety Standards, Topics to be covered:, Morning Session: Garbage Disposal–Different Methods–Advantage And, Disadvantages, Afternoon Session: Food Poisoning–Causative Factors And The Precautions To Be
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Taken By Food Handlers, Overview of Topics:, 1. GarbageDisposal–Different Methods–Advantage And Disadvantages, ● Methods of Garbage Disposal, ● Waste Management, ● Composting, 2. Food Poisoning–Causative Factors And The Precautions To Be Taken By Food, Handlers, ● Causes of Food Poisoning, ● Precautions to be taken, Topics to be covered:, Morning Session: Pest Control - Rodents And Insect Control Techniques, Afternoon Session: Special Stress On Control Of Flies, Rats And Cockroaches, Overview of Topics:, 1. Pest Control - Rodents And Insect Control Techniques, ● Pest Control Importance, ● Pest Control Methods, ● Steps for Pest Prevention, 2. Special Stress On Control Of Flies, Rats And Cockroaches, ● Ways to control cockroach infestation, ● Ways to control fly infestation, ● Ways to control rodent infestation, Topics to be covered:, Morning Session: Types Of Communication – Formal, Informal, Verbal, Written,, Horizontal, Vertical, Letter Writing, Afternoon Session: Circular, Memo, Notice, U.O. Note, Applications Bio-Data, Overview of Topics:, 1. Types Of Communication – Formal, Informal, Verbal, Written, Horizontal,, Vertical, Letter Writing, ● Types of Communication, ● Verbal Communication
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● Formal Communication, ● Informal Communication, ● Written Communication, ● Horizontal Communication, ● Vertical Communication, ● Letter Writing, 2. Circular, Memo, Notice, U.O. Note, Applications Bio-Data, ● Circulars, ● Memos, ● Notices, ● U.O. Notes, ● Applications, ● Bio-data, Topics to be covered:, Morning Session: Communication With Guests And Body Language, Afternoon Session: Telephone Etiquette, Role Play, Activity, Overview of Topics:, 1. Communication With Guests And Body Language, ● Communication with Guests, ● Body Language, 2. Telephone Etiquette, Role Play, Activity, ● Telephone Etiquette, ● Role play activity, Topics to be covered:, Morning Session: Relevant To Own Employment And Performance Conditions,, Relevant Occupational Health And Safety Requirements Applicable In The, Work,Importance Of Working In Clean And Safe Environment, Overview of Topics:, 1. Relevant To Own Employment And Performance Conditions, Relevant, Occupational Health And Safety Requirements Applicable In The, Work,Importance Of Working In Clean And Safe Environment:, ● Self Employment, ● Occupational Health and Safety Requirements Applicable in Food and, Beverage Industry
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● Importance of Working in a Clean and Safe Environment, ● Review of Concepts, Topics to be covered:, Morning Session: Different types of Menus, Overview of Topics:, 1. Different types of Menus, ● Types of Menus, ● Review of Concepts, Topics to be covered:, Morning Session: Engage With Customers To Understand Their Service Quality, Requirements, , Overview of Topics:, 1. Engage With Customers To Understand Their Service Quality Requirements, ● Ways to engage customers, ● Understanding service quality requirements, Topics to be covered:, Morning Session: Food Poisoning–Causative Factors And The Precautions To Be, Taken By Food Handlers, Overview of Topics:, 1. Food Poisoning–Causative Factors And The Precautions To Be Taken By Food, Handlers, ● Causes of Food Poisoning, ● Precautions to be taken, Topics to be covered:, Morning Session: Follow Personal Hygiene Practices, Take Precautionary Health, Measures, Overview of Topics:, 1. Follow Personal Hygiene Practices, Take Precautionary Health Measures
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● Following Personal Hygiene Practices, ● Taking Precautionary Health Measures, Topics to be covered:, Morning Session: Communicating with Customers and Colleagues, Customer Service, Principles, Overview of Topics:, 1. Communicating with Customers and Colleagues, Customer Service Principles, ● Communicating with Customers, ● Communicating with Colleagues, ● Improving Communication among Colleagues, ● Customer Service Principles, ● Review of Concepts, Topics to be covered:, Morning Session: Follow Standard Etiquette With Women At Workplace, Overview of Topics:, 1. Follow Standard Etiquette With Women At Workplace, ● Following Standard Etiquette With Women At Workplace, , Topics to be covered:, Morning Session: Flatware, Holloware And Glassware Used In A Standard Catering, Establishment., Overview of Topics:, 1. Flatware, Holloware And Glassware Used In A Standard Catering, Establishment., ● Flatware, ● Holloware, ● Glassware, Topics to be covered:, Morning Session: What is F&B service industry and its importance, difference, between hotels, restaurants and takeaways
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Overview of Topics:, 1. What is F&B service industry and its importance, difference between hotels,, restaurants and takeaways, ● Introduction to F&B Service Industry, ● Operation of F&B Service Industry, ● Importance of F&B Service Industry, ● Difference between hotels, restaurants, and takeaways, Review of Concepts, Topics to be covered:, Morning Session: Follow Standard Safety Procedure, Use Safety Tools, Overview of Topics:, 1. Follow Standard Safety Procedure, Use Safety Tools, ● Following Standard Safety Procedures, ● Using Safety Tools in Workplace, Topics to be covered:, Morning Session: Placement Franchise Details, Importance of Grooming Standards in, Hospitality Industry, Overview of Topics:, 1. Placement Franchise Details, Importance of Grooming Standards in Hospitality, Industry:, ● Details of Placements in the F & B service industry, ● Understanding the Grooming Standards of the Hospitality Industry and, recognizing the importance of the same, ● Detailed overview of each aspect of Personal Grooming Standards, ● Understanding body language, ● Review of Concepts
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F & B STEWARD COURSE, Chapter-1, Topics to be covered:, 1.Importance About 5S in hotel industry, 2. What is F&B service industry and its importance, difference between hotels,, restaurants and takeaways, Overview of Topics:, 1. Importance About 5S in hotel industry, What is 5S?, 5S is a Methodology, 5S methodology originated from Japan. It consists of 5 Japanese, words that translate to English as follows:, 1. Seiri → Sort (Organization), 2. Seiton → Set in Order, 3. Seiso → Shine (Cleanliness), 4. Seiketsu → Standardize, 5. Shitsuke → Sustain (Discipline, , How is 5S useful?
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The 5S methodology is commonly used in many organizations and industries to make, work more efficient, effective and safe., It improves the overall function and performance of a business., 5S methodology states that employees should focus on value in an orderly, clean, safe,, comfortable and positive work environment., , 5S in Hotel Industry, , Sort: Sort and separate that which is needed & not needed in the workspace, Set in Order: Arrange items that are needed so that they are ready and easy to use., Identify locations for all items so that once the task has been completed, anyone else, can find and use the items, Shine: Ensure that the workplace is cleaned and maintained regularly, Standardise: Keep revisiting the first 3 steps and standardise the procedure, Sustain : Follow the rules in order to maintain the standard and improve every day, , Importance of 5S in Hotel Industry, Increase in value of hotels is crucial to their survival in the future., According to the traditional method of Hotel Management, the success of a hotel is, measured in terms of profitability, productivity, satisfaction, etc. In this approach,, when results are good, there is no need for improvement., In order to create quality customer satisfaction and to meet customer expectations,, we need to follow a different approach. Hotels need to focus on quality and customer, value and thus, their business model needs to reflect the same., 5S as a Business Model, 5S is a value-oriented business model. It can also be applied to non-tangible things., For example, order and cleanliness are also important mentally., Similarly, self-discipline is also crucial. It is required for continuous self-improvement., 5S ensures self-motivation, integrity and synergy. This leads to continuous
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improvement and thus, quality., It requires the adaption of all employees to an approach that involves changing their, behaviour and attitude towards progress, quality and value., , Chapter-2, , 2.1, , What is F&B service industry and its importance, difference between, hotels, restaurants and takeaways, , Introduction to F&B Service Industry, The main responsibility of the F&B service industry is to serve food and drink to, people and to satisfy their needs., Customer Satisfaction is extremely important in this industry. It comes in various, forms:, Physiological: the need to consume special food/drink items, Economical: the need to obtain food/drink at a reasonable and affordable price, Social: they look for a friendly and welcoming environment, Psychological: the increased self-esteem/variety in food, Convenience: someone else will do the work The food & beverage service industry is, a major contributor to the economy. It is highly complex and creates job, opportunities. As it is a part of our daily lives, it drives entrepreneurship, diversity, and innovation. It is led by consumers and is a highly competitive industry., , Operation of F&B Service Industry, Step 1: Analyzing the consumers and the market, Understand who the target consumers are and what their needs are. Study the, market potential., Step 2: Formulating the Policy, Formulate the policy of how your business will operate (methods and approaches, that will be used)., Step 3: Understanding the demand, Interpreting the demand from consumers and correlating with the equipment that, would be required in order to provide service., Step 4: Plan and design facilities, Plan and design the facilities that would be needed to successfully operate the
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business and any other equipment needed, Step 5: Provisioning, Organize provisioning required to carry out the business (requirements for producing, and serving food/drink and serving method)., Step 6: Production & Service, Understanding the needs for food production and managing the staff and other, needs in order to meet the requirement of the operation., , Step 7: Control costs and revenue, Manage the cost of production, labor, overhead costs with the revenue or income, from the business such that profit occurs., Step 8: Monitor Customer Satisfaction, ensure that the customer’s expectations are always met and always look for new, ways to improve the quality of business, , Importance of F&B Service Industry, This industry contributes a major part of the profit of the hospitality industry., It is an industry that will always be a necessity. All humans, in their daily lives,, require to be served at some point or the other. As long as consumers exist, the, industry will never die out., F&B Service is required in hotels, restaurants, banquets, resorts, etc., , Difference between hotels, restaurants, and takeaways, Hotels, A hotel provides accommodation apart from meals. It meets the room and food, requirements of travelers and tourists., A hotel is a large building with lodging and sometimes other facilities like gym, sports, area, gardens, swimming pool, room service etc. However, different hotels provide, different other facilities., Hotels may contain restaurants (areas for dining that serve the purpose of providing, food/beverage., Restaurants, In contrast to a hotel, a restaurant provides only food and drink (meals) and no, rooms/lodging. Restaurants are smaller in size (usually just one or two floor, complexes) than hotels and sometimes, they may be present inside hotels.
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Restaurants differ from each other in terms of cuisine, presentation, style, price,, serving method., The facilities provided by restaurants are only dining area, washrooms, parking, and, sometimes a lounge area, , Chapter-3, , 3.1, , Recognize about Walkins and Pre booking of tables, , What are Walkins?, A walk-in is a person who arrives unannounced to get a service without having an, appointment or reservation., Importance of Walk-in Guests, Accommodating Walk-in Guests helps to increase the sales and revenue of your, restaurant/hotel., However, management of Walk-in Guests must be done properly., The, , availability of seats in the restaurant/rooms in the hotel can sometimes be, lesser than the number of people wishing to avail the services. In such cases,, The owner/manager of such establishments must need to either create, availability or refer customers to nearby restaurants and/or hotels, either of the, same restaurant/hotel group or otherwise., Such referrals also allow for good relationships between establishments in a certain, locality. This allows more accommodation of guests and a growth in the business and, economy., How to handle Walk-in Guests
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Walk-in guests are usually dealt with by either the front-desk agents of hotels or the, hots/hostess of a restaurant., Here are some tips to handle walk-in guests:, ● Great the guest warmly and professionally with a smile and always be polite, ● Create an environment such that the guest does not feel uncomfortable, ● In case of a restaurant, ask the guest the number of people that need to be, seated and check for availability of seats required (In the case of a hotel, ask the, guest the number of rooms and duration of stay and check availability), ● In case preferred seats are not available, let the guest know which, seats are available and if they would like to opt for those seats, instead, ● In case of buffet style restaurant, let the guest know the policies and pricing of, the meal, ● If the guest agrees to available options, book a table on-spot for them, ● If the guest does not agree, try to suggest any other options or restaurants in, the vicinity, ● Guide the guest to the selected table and help them get seated, ● Assign a waiter/waitress to their table to take their order, ● From here on out, the steward will take care of the guest just like they would, for any customer, What is Pre-booking?, ● Pre-booking is when guests make a reservation to come to a restaurant, or a hotel on a specific date at a specific time., ● This ensures that the guests have a room/table reserved for them upon, their arrival at the location and they do not have to wait/look for other, services that are available., ● Pre booking can be done either by calling the establishment or by going, online to their website. It can also be done physically, , Advantage of Pre-booking, ● The advantage of pre-booking for the customer is that they will have a, spot in the restaurant/hotel reserved for them and they will only have
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to pay upon arrival. No upfront payment is required. In case the, customer does not show up to the establishment at the specified time,, the hotel/restaurant can give the room/table to walk-in customers., ● From the establishment point of view, the restaurant/hotel will know, how many guests to expect and will be prepared for the same. This will, help them to manage and accommodate all types of guests which will in, turn help them increase revenue., ● How to handle Reservation Inquire, , How to handle Guests that have pre-booked reservations?, Upon arrival of the guest at the establishment, the following steps need to be, followed:, ● Greet them with a smile, welcome them, and ask how you may help them, ● When they say they have made a reservation, ask for their full name, ● Search for their reservation in the restaurant database system, ● Once it is confirmed that they have made a reservation, lead them to the table, that has been booked for them, ● Ensure that they are seated comfortably and that a waiter is there to take their, order and serve them throughout their meal, 3.2, , How to greet customers and welcome them to the dining area:, ● How to Greet Customers, When guests arrive at your hotel/restaurant/ establishment, it is important to greet, them in an appropriate manner. First impressions matter and as the face of your, business, it is your responsibility to create a welcoming and positive image for your, guests., Body language is as important as verbal communication., Hence, always start with a smile., Ensure that the smile is genuine so that the customer, knows that you are happy to see them., ● How to welcome customers to the dining area, Offer a welcome greeting. Refer to your customers as “sir”, “ma’am”, or “miss”., Showing respect is extremely important. If a customer feels disrespected, he/she will, not be likely to visit your establishment again.
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Be polite, and be quick on your feet., Always show enthusiasm to serve your guests. Make sure they do not have to wait, too long to be seated or place their order., At the same listen carefully., Always listen closely to what your customer is saying to you so that you’re able to, serve them better and meet all their needs., Do not make them have to repeat themselves., Be attentive and prompt with your service time, always be courteous and make, them feel comfortable., Use resources., Greeting and welcoming customers is a major aspect of the food and beverage, service industry. It determines the number of customers your establishment attracts, and the number of customers that it retains., Hosts/Hostess’ and waiter/waitresses need to be trained properly according to, standard protocols to ensure maximum customer satisfaction and profit to the, restaurant/organization, Points to Remember, ● Show genuine interest, ● Always have a calm and positive attitude, ● Tone of voice should be warm and friendly, ● Even when you are busy, when a customer calls upon you, always be polite., Show kindness and respect in any and every interaction with customers, While Greeting Guests, While greeting guests, here are some examples of what to say to them:, Welcome them: “Good morning/afternoon/evening, sir/madam. Welcome to XYZ, restaurant”, Ask about reservations: “Do you have any reservations?” (This is important to know, whether to find them a table on spot or if a table is already booked for them), If they have made reservations, ask them for their name: “May I please have your, name?”, If their reservation is confirmed, repeat back to them: “Absolutely Mr/Ms ABC, you, have a reservation for x (number of guests)”, How After greeting the customer and confirming their table,, you must lead the customer to their table., While doing so, always ensure to lead the customer at their pace. Do not walk faster, or slower than them., Maintain eye contact and remain friendly.
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Upon arrival at the table, ensure that the guests find it suitableto Welcome Guests to, the Dining Area, While seating your guests, ensure that ladies are seated first., Upon being seated, hand your customers the menu for their perusal., In case of a fine-dining restaurant, gracefully unfold the napkin and place it on the, guests’ lap after saying “excuse me”, , Chapter-4, 4.1Seating Arrangement:, , ● Seating Arrangements in Restaurants: Guidelines, A seating arrangement is a plan that shows where people can/will be seated during, an event or in a restaurant., It is important to have a seating arrangement planned for all events and restaurants, because it helps to seat guests accordingly and be prepared and organized during the, business., ● Types of Seating Arrangements in Restaurants, Restaurants can choose different types of seating arrangements based on the size of, the restaurant., Certain guidelines need to be followed while setting up the seating arrangement., While arranging tables and chairs, it is important to take into account the, measurements of the room., First, identify and measure all the possible seating areas (in square feet)., It is important to ensure that guests have enough privacy while dining. Also, proper, circulation needs to be maintained. There must be a comfortable distance between, tables to allow movement of servers and guests comfortably and to offer privacy as, well., The seating arrangement determines the atmosphere/ambience of the restaurant., While designing the layout, it is important to take into consideration the safety, regulation standards., For example, for fine dining restaurants, one person occupies 18-20 square feet on, average. The minimum distance between 2 occupied chairs should be 18 inches., The distance between a table and the wall should be at least 36 inches., 48 inches is recommended for maximum flexibility and movement., The distance between a chair and its table should be around 18 inches., Often, round tables are preferred over square tables as round tables have a smaller, footprint. Hence, round tables are thought to be more efficient. However, square
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tables can be joined together for better convenience., ●, ●, ●, ●, ●, ●, ●, ●, , In order to seat guests comfortably, the following metric can be followed:, In case of spacious/upscale restaurants: 14-20 square feet per person, In case of a full service restaurant: 12-15 square feet per person, In case of a banquet or close seating: 10-12 square feet per person, In case of booths: 8-10 square feet per person, Central seating: leave a strip of 4 feet along the bar Types of Seating, Arrangements in Banquets/Events, Configure pathways and aisles for easy and comfortable movement of, servers and guests., ● Ensure that the paths between the entrance, tables, kitchen, and, bathroom are as direct as possible to minimize the wastage of time and, to make the service more efficient., ● The aisle distance between two tables should be at least 2 feet., ● Moreover, in case of emergency, there should be a clear and direct path, to the emergency exits., Check for Easy Movement, Configure pathways and aisles for easy and comfortable movement of servers and, guests., Ensure that the paths between the entrance, tables, kitchen, and bathroom are as, direct as possible to minimize the wastage of time and to make the service more, efficient., The aisle distance between two tables should be at least 2 feet., Moreover, in case of emergency, there should be a clear and direct path to the, emergency exits., Mobile Seats, It is always a good idea to have movable tables and chairs., Suppose a large group of people enter your restaurant looking for seats, it will be easy, to move around tables and chairs to accommodate them., In such cases, square tables are also useful. They fit together easily to create, comfortable seating., Decide the Mood, Depending on your target audience, the mood and atmosphere of your restaurant, may be set., For example, in a fine dining restaurant, guests want a calm and quiet atmosphere
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that gives them sufficient privacy. On the other hand, cafe’s and casual dining, restaurants need a more casual atmosphere which invite socialization., Add Variety, To add more appeal to your seating arrangement, you can mix it up and add an a few, booths or long benches along with your tables to provide guests with a wider range of, seating choices to choose from., Minimize Undesirable Areas, Generally, guests don’t wish to be seated near the kitchen or the washroom. Everyone, wants to get a good seat., For this, ensure that there are no bad or undesirable areas in your restaurant., For example, a row of plants could help to block the kitchen from the tables. Similarly,, painting and picture frames can also be used to create a pleasant atmosphere, Expand Seating, Once a basic seating plan has been established, restaurants can expand their seating, capacity by setting up tables, ● Outdoor, ● Rooftop, ● Basement, Seating Arrangements in Banquets/Events, Seating Arrangements in Banquets/Events are slightly different from Restaurants., This is because the structure of a banquet hall is different and should accommodate, more people at the same time than a restaurant, Guidelines for Seating in Banquets/Events, Minimum banquette seating clearances space tables 12”-14” (31-36 cm) apart, which, is the depth of an average human, and require an overall zone of 36”-38” (91-97 cm), per table., For better privacy, recommended clearances for banquette seating separate tables by, 24” (61 cm) and require an overall area of 54” (137 cm) per table., The seating and table plan for a banquet/event depends upon:, ● The organizer’s wishes, ● Nature of the event, ● Size and Shape of the banquet hall, ● Spacing, ● Resources available, 4.2 Specifications of Service Identification, Crockery:, ● Specifications of Service Identification
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● When a customer enters a restaurant/establishment, their first, impression lasts., ● Everything from the decor, tables, tablecloths to dishes and utensils all, form a part of their first impression., ● Therefore, it is important to select the correct the proper design,, furniture and equipment., ● As a food and beverage steward, you should be able to easily identify, the different types of equipment., The Choice of Furniture depends on, The type of guests expected, The location of the establishment, The layout of the food and beverage service area, The type of service offered, The funds available, Different Types of Equipment, Fixed Equipment: Furniture, Floor, Walls, Ceiling, Mobile Equipment: Trolleys/Carrying Stations, Circulating Equipment: Linen, Glassware, Silverware, Chinaware, Furniture, Furniture needs to be sturdy, easy to use and easy to clean. It must also match the, decor and set the atmosphere., ● Indoor Furniture: Tables, Chairs, Racks, Shelves, ● Outdoor Furniture: Needs to be sturdy and attractive, tables, chairs, swings,, benches, etc., ● Fixtures: An item that is bolted to the wall/floor: paintings, sinks, television, screens, air conditioners, electrical outlets, etc., ● Fittings: A free standing or hanging item (on hooks or nails): mirrors, curtain, rails, lamps, paintings, Tablecloths, ● 137 cm X 137 cm (54 in X 54 in) to fit a table 76 cm (2 ft 6 in) square or a round, I table 1 m (3 ft) in diameter, ● 183 cm X 183 cm (72 in X 72 in) to fit a table 1 m (3 ft) square, ● 183 cm X 244 cm (72 in X 96 in) to fit rectangular shaped tables, ● 183 cm X 137 cm (72 in X 54 in) to fit rectangular shaped tables
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Tableware, Tableware includes:, ● Flatware: spoons, forks, etc., ● Cutlery: knives and cutting equipment, ● Hollowware: teapots, milk jugs, sugar basins and serving dishes. These, containers are either made from glass or metals such as copper, brass, or, stainless steel., ● Crockery, This is a collection of fine dishes, bowls, food platters, section dishes, ramekins, cups, and saucers, etc., , Chapter-5, 5.1, , Difference Between Food Outlets, , ● General 5S Housekeeping Checklist, Make notes on any and all compliant and non-compliant items, Suggest corrections to team members with proper description, Prioritize and set deadlines for corrections to be made, Take signature from the assigned employee, Different Types of Food Outlets, Banquet Halls, → Pre Booked catered event, → Can be informal, formal or a conference meeting, → Menu, guests, location and decor is decided by the customer/person who booked, the event, Coffee Shop, → Serves coffee and other hot beverages, → different from a cafeteria, → May also serve snacks and food items, → May work 24/7, Airport Lounge, → Wide menu for breakfast, lunch, and dinner with hot and cold beverages, salads,, main meals, and desserts
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→ Soft instrumental music, soft lights, formal ambience, all appealing for having meals, at leisure and resting gracefully at the airport, → Self or Assisted service provided 24X7, round the clock. The traveler selects food, and beverage of choice, and takes to the table himself, Bars/Pubs, → Wide menu of soft drinks, alcoholic beverages, and light snacks, → Informal, relaxed atmosphere, energetic music, colorful flashy lights, → Push-low seating, speedy service of cocktails, mocktails, and snacks, ● Cafeterias, → Short dining menu with less food options. Follows cyclic meal plan, → Attached to educational institutes or industrial organizations, → Self or assisted, pre-plated, low priced service, ● Discotheque/Nightclubs, → Menu with snacks and beverages, → Strobe lights, laser lights, dance floor, lively music, informal and energetic, atmosphere, → Entry permission for couples or members on charge, assisted service, ● Family/Casual Dining Restaurants, → Elaborate menu of single or multiple cuisines which may change according to the, operating hours, → Modestly furnished, Casual atmosphere, → Assisted, mid-priced service, ● Fast Food Outlets, → Limited menu of hot and Cold beverages with easily prepared and fast meals, cooked in advance and kept warm, → Catchy trendy colored furniture, lights, and music, → Speedy service, minimum table service. The food is prepared in the kitchen, placed, in the trays, and passed to the person at the counter, who then delivers to the, customer. The customer picks up the trays and consumes it on premise, ● Food Courts, → Multi cuisine menu, → Multi-cuisine food outlets are located around modestly kept central dining area, → Speedy service with minimum personal attention. The customers pick up food and, beverages of their choice from multiple outlets around and sit in the central dining, area to consume, ● Grill Rooms, → Grilled meat or seafood with alcoholic/non-alcoholic beverages, → Attached to star hotels, gardens, or independent, may have open kitchen. Eyecatching counters, → According to hotel policies
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Poolside Barbeque, → Roasted meats, crunchy vegetables, and seafood with wines and beer, → Located near swimming pools, Informal, relaxed atmosphere, energetic, musicAttached to star hotels, gardens, or independent, may have open kitchen. Eyecatching counters, → Self/assisted service, ● Specialty/Ethnic Restaurants, → Specific menus such as Chinese, Italian, Indian, Thai, or Mexican, → Follows specific theme. Interior Decoration is in line with the theme, → Uniform of the service staff, linen, and service ware are according to the theme and, from the country where the food originates, ● Take-away Counters, → Limited or elaborate menu of food and beverages, → Frontend counter for selling is attached to the pantry, → Pickup service where customer places order, waits till it is completed, and picks the, food and beverages to consume them off-premise, ● Themed Restaurants, → Limited menu that is based on the theme, → Architecture, lighting, and music induce the feel of the theme. Mostly informal, ambience, → American/Assisted service, ● Vending Machines, → Pre-packaged chips, portioned foods, canned beverages, → Located in high labor cost and limited space areas such as transport hubs, → Complete self-service, , 5.2, , Serving Standards, Laying Tables, , ● Serving Standards, In the food and beverage service industry, certain standards need to be met while, serving guests and customers., In this presentation, we will learn the different of serving standards that need to be, followed in different circumstances and sectors of the food and beverage service, industry., Handling Telephone Calls, ● Answer the call within 3 rings, ● Speak to the caller attentively, ● Speak politely and respectfully. Address them as Sir/Madam
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● Ensure to answer/solve all queries before ending the call, ● Always inform the caller before transferring the call, ● Speak clearly but not loudly, ● Use formal language, no slang words, ● Always end the conversation with “Thank you for calling”, Taking Orders, On the phone:, ● Answer the call with “Good morning/afternoon/evening, how may I help you?”, ● Pay attention to the reservation/order carefully (note it down), ● Inform the customer about the time of delivery or time of reservation, ● Repeat the order and take confirmation of the customer, ● Confirm address and contact number, ● Assure the customer of quick and good service and end the conversation, politely, ● Forward the order to the required staff, At a Table:, ● Ensure that the guests are seated comfortably, ● First offer them a welcome drink or water, ● Offer them food and beverage menus, ● Greet them courteously and politely ask them what they would like to order, ● Note down the order carefully, ● Suggest items/inform them of the portion sizes and description wherever, required and confirm the order, ● Inform the guest about time of wait, Communicating with Guests, ● Keep upright posture and smiling face, ● Show enthusiasm and eagerness to serve, ● Be respectful, friendly and engaging, ● Apologize for any mistakes or if any items are not in stock, ● Throughout the course of their meal, check in with them at regular intervals to, see if they need any assistance, While talking to guests, ensure that you don’t, ● Talk to other staff members, ● Interrupt customer conversations, ● Talk loudly across the room
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Loading Trays, ● Do not overload the tray, ● Ensure that the load is evenly distributed throughout the tray, ● Once something is removed from the tray, change the positions of the items to, ensure that the tray is always evenly balanced, , ●, ●, ●, ●, ●, , Carrying Trays, Carry one tray at a time, Carry the tray with a firm support of the palm with fingers wide open, Hold the tray on the left palm slightly above the shoulder, Hold it little away from neck and mouth for hygienic reasons, In case of more than one tray, prefer to use a trolley or a cart for transporting, , Serving Food and Beverage, ● Bring the food to the guest table in case it is not a buffet, ● Formal Dining: Bring food from the left side of the guest, ● Casual Dining: Prepare the food from the kitchen and bring to guest’s table, ● Ask the guests if they need help in serving the food, ● Serve one food item at a time, ● Serve the ladies first from oldest to youngest and then the men from oldest to, youngest, ● Always present a dish with its respective serving spoon, ● Tilt the service bowl a little while serving and then take it away after, ● Always bring the ordered beverage in a proper glass and inform the guest what, it is before serving, ● If same wine it ordered consecutively, serve it in same glass. If a different wine, is ordered, serve it in a new glass, ● Always tilt the glass while pouring fizzy drinks, ● Do not bend over plates while trying to serve other plates, move as close as, possible to a plate before serving, Clearing the Tables, ● Clear the table first once the guests have finished the main course, ● Clear the table for the second time once the guests have finished their meal and, have gotten up from the table
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●, ●, ●, ●, ●, , First, remove all flatware and chinaware, Let the beverage glasses remain after clearing the main course, Pick up one plate at a time and place on tray carefully, Do not over pile the tray, make extra rounds if necessary, In case of formal dining, once a plate is removed, replace it immediately with a, fresh plate so the table is never empty, , Presenting and Settling Bills, ● First ensure the guests don’t want to order anything else, ● If the guest has to go to the cash counter to pay, accompany them till the cash, counter, ● If the bill is brought to the table, first ask politely if they wish for the bill, ● Ask for mode of payment: cash/card/online payment, ● Go to the payment counter and prepare the bill according to table number, ● Present the bill to the guests inside a small folder. Present it from the left side, ● Stand beside the guest until they examine the bill, ● If the guest is paying by cash, take the folder to the payment counter and return, the balance amount, ● If the guest is paying by card, take the mobile payment device to the table for, the transaction, ● If the guest offers a tip, take it with graciousness and thank them, ● Help them out of their chairs, ● Thank them for their visit and invite them to visit again, Other rules, ● Never touch a guest, ● While attending a table, always ensure that the glasses are filled appropriately, Server’s Standards, ● The server should maintain personal hygiene and professional appearance, ● Cuts/burns should be covered with waterproof bandages, ● Any colds/infections should be reported immediately, ● Hands should be washed regularly, after eating, smoking, using the washroom,, etc, ● Servers must have a knowledge of all items on the menu along with suggestions, and advice, ● Know the proper tableware and crockery, ● Know how to serve each type of dish properly
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●, ●, ●, ●, , Must be punctual always and have integrity and good conduct, Must have good memory, Handle complaints courteously and promptly, Contribute to the team. Teamwork is key!, , ● Service Conventions, Service Conventions (Standardizing the Procedure), ● Start service from the right side of the host (head of the guest group) and end, with the host, ● Serve women first, ● Serve pre-plated food from the right side of the guest, ● Serve all beverages from the right side of the guest, ● Clear plates from the right side, ● Serve food from the left side of the guest, Dealing with incidents, Spillage:, ● First ensure that nothing has fallen on the customer. If so, immediately, apologize, ● If it has fallen on the customer, provide a wet cloth for the customer to rub away, the stain, ● Remove any items on which spillage has occurred, ● Use a clean wet cloth or knife to clean or scrape the spillage, ● Items that are removed must be returned to their original location, Dealing with incidents, Returned Food:, ● Apologize to the customer, ● Return dish to kitchen, ● Ask if customer wants another plate of same item or if they want another item, ● Serve the new dish as soon as possible, Alcohol Overconsumption:, ● If customer is drunk, table must be refused, ● Call security staff to remove them from the premises, ● Alcoholism is determined by supervisor, ● If customer has already consumed part of the meal, supervisor must ensure that, no more alcohol is served
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Lost Children:, ● Take a complete description of the child, ● Inform supervisor and security, ● Watch all entrances and exits, ● Check the entire premises, ● If not found, call the police, Customer Mobility:, ● Wheelchair users should have adequate space to move around, ● They should have easy access to restrooms, exits, ● Ask the customer before moving the wheelchair, Blindness:, ● Talk to them as if they are any other guest, ● Offer to read the menu to them, ● While taking their order, a gentle touch on their arm or hand will alert them of, you, ● If in doubt, ask them how they wish to be helped, Communication Difficulties:, ● Speak directly and distinctly to the customer, ● Stand such that the customer can see your face directly, ● Describe items in simple and precise terms, ● Seat customers away from excessive noise, ● Do not interrupt the customer, let them finish their point, ● Apologise, ● Restate the complaint back to the customer to show that you have understood, the problem, ● Thank the customer for bringing it to your attention, ● Act quickly, quietly and professionally and follow the establishment’s protocol, ● Never lose your temper, lie, or blame others, , How to Set up Tables, ● Check the table linen for cleanliness and spread it on the table neatly to remove, wrinkles, ● Replace the table soiled linen if required, ● Ensure the dining type before the setting table layout: Formal or Informal
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Formal Dining Table Layout, ● Place the dinner plate one inch from the table edge near the chair, ● Place the salad plate above the dinner plate, ● Place the forks on left of the dinner plate. Arrange the forks according to their, size with the largest fork nearest to the dinner plate, ● Place the spoons and knives on the right side of the dinner plate according to, their size with the largest spoon and knife near the plate, ● Place the dessert spoon and fork above the plate horizontally., ● Place the quarter plate on the left side of the dinner plate., ● Place the water and the wine glasses on the top-right corner of the dinner plate., Shape the clean linen aesthetically and place it on the extreme left., Informal Dining Table Layout, ● Place the dinner plate one inch inside the table edge near the chair., ● Place the forks on the left side in descending order of their size with the largest, fork to be closest to the dinner plate., ● Place dinner spoon and knife on the dinner plate right side., ● Place water and the wine glasses on the top-right side of the dinner plate., ● Shape the clean linen aesthetically and place it on the extreme left on the top, of the dinner plate., Chapter-6, , Overview of Topics:, 6.1 Plan for Serving F&B, Identify the Service Area, So far, we have seen the different types of restaurants and food outlets., In each of these food outlets, the serving style is different., In this presentation, we will learn about the different types of service styles for, different types of food outlets, ●, Plan for Serving F&B, Types of Service, ● Table Service, ● Assisted Service, ● Self-Service, ● Cafeteria Service
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● Single Point Service, ● Special Service, ● Table Service, → Guests enter the dining area and take a seat. The waiter attends to them and, offers water and menus. The waiter takes their order and serves them throughout, their meal, → There are several different types of Table Service, 1. English/ Family Service, 2. American/Plate Service, 3. French Service, 4. Gueridon Service, 5. Silver Service, 6. Russian Service, 1.English/Family Service:, → Here, the host also contributes to service, → The waiter shows the food to the host for approval before serving to the guests, → The waiter serves the food and throughout the meal, helps in serving, → This is common in Specialty Restaurants as customers spend more time for their, meal, 2. American/Plate Service:, → Here, the food is pre-plated in the kitchen in specific portions, → The food plates are then brought to the guest, → This is common in Coffee Shops where quick service is required, 3. French Service:, → It is personalized and private, → The food plates are kept near the guests and the guests can help themselves, → This is common in Fine Dining Restaurants, → Cart French Service: The food is prepared and assembled at the tableside. Guests, select food from the cart which is then served to them. This is only for certain VIP, guests, 4. Gueridon Service:, → Partially cooked food from the kitchen is taken to the table and then fully cooked, at the tableside, → This is done for showmanship and to get aroma of food, → Here, the waiter also needs to have cooking skills, 5. Silver Service:, → Food is served on silver platters, it is portioned in the kitchen itself, → All tableware is silver, → The platters are placed on the sideboard with burners or hot plates before serving, 6. Russian Service:
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→ It is identical to the Cart French service barring the servers place the food on the, platters and serve it from the left side, ● Assisted Service (Buffet Service):, → Here, the guests enter the dining area, collect their plates, and go to buffet, counters and help themselves, → The guests get plates from the stack and goes to buffet counter where food is, kept in large casseroles and platters with burners. The guests can serve themselves, or can request the server behind the buffet table to serve, Cafeteria Service:, → Canteens, hostels, and cafeterias, → The menu and the space is limited; the cutlery is handed over to the guests, → The tables are not covered, → It is a quick service, ● Single Point Service:, → Food court, Kiosk, Take Away, Vending Machine, ● Special Service:, → Grill Room Service: In this type of service, various vegetables and meats are, displayed for better view and choice. The guest can select meat or vegetable of, choice. The guest then takes a seat and is served cooked food with accompaniments, ● Special Service:, → Tray Service: Method of service of whole or part of meal on tray to customer in, situ, such as hospitals, aircraft, or railway catering, ● Special Service:, → Room Service: Here food is served to guests in their allotted rooms in hotels., Small orders are served in trays. Major meals are taken to the room on trolleys. The, guest places his order with the room service order taker., → The waiter receives the order and transmits the same to the kitchen. Meanwhile,, he prepares his tray or trolley. He then goes to the cashier to prepare and take the, bill. He then takes the bill along with the food order for the guests’ signature or, payment. Usually clearance of soiled dishes from the room is done after half an hour, or an hour. However, the guest can telephone Room Service for the clearance as and, when he has finished with the meal, 6.2 Identifying the Service Area, So far, we have seen the different types of food outlets and the different types of, service of food and beverages., We must be able to identify the type of service area for a particular type of food, outlet., Further, we must be able to identify the service area.
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Parts/Service Areas of a Restaurant, ● Entrance, ● Dining Area, ● Restrooms, ● Pantry, ● Hot Plate/Food Pick-up Area, ● Stores, ● Linen Room, ● Kitchen Stewarding, We are familiar with the first three areas, let us take a look at the rest, Pantry, ● The pantry or service room is located between the kitchen and the restaurant, ● It stores hollowware, special service equipment, glassware, linen, condiments,, disposables, etc. that are not stored in sideboards or hotplate, ● The servers can collect coffee, open wine, prepare trays, wipe the edge of, dishes, prepare bread baskets, collect water, etc. in the pantry, ● This area is used for getting ‘ready to serve’ or ‘organizing for service’ which, usually cannot be done in the small area of the sideboard., Hot Plate/Food Pick-up Area, ● The meeting point between the food service staff and the food preparation, staff, ● Active cooperation and a good relationship between the staffs of these two, service areas helps a great deal to ensure that the customer receives an, efficient and quick service of the meal., Stores, ● Store room is the area from where the F&B service staff requisites and, receives items such as grocery and stationary that are required for smooth, running of the day-to-day operation of the outlet, ● Large hotels would have separate General stores, Food stores, Beverage stores, and Perishable stores., Linen Room, ● This spare linen stock is held near the food service area in case of emergency, ● The linen is changed when necessary on a basis of ‘one clean for one dirty’., Kitchen Stewarding, The functions of kitchen stewarding department are as follows:, ● Washing kitchen pans and pots of all kitchens (scullery/pot wash)
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● Maintaining kitchen equipments of all kitchens, ● Cleaning all kitchens and ensuring kitchen hygiene, ● Garbage disposal, ● Silver room/Plate room:, → a separate service area controlled by the kitchen stewarding supervisor, → They take care of all the silverwares and the china wares stored in the silver room, and are also responsible for silver polishing, ● Wash-up Area:, → It is an important service area and should be ideally situated so that the waiters, can work speedily and efficiently while passing from the food service area to the, kitchen, → The waiter should stack the trays of dirties correctly at the side board with all the, same sized plates together and all the tableware stacked on one of the plates with, the blades of the knives running under the arch of the forks, → All glassware should be stacked on separate trays and taken to a separate wash, up area. Wash up section should be the first place when the waiter enters the back, area, Chapter-7, 7.1, , Legislation, Standards, Policies, And Procedures Followed In The, Company, Legislation of Food and Beverage Services, There are several laws that govern the food and beverage industry. These laws, pertain to the safety and distribution of food and beverages., Along with safety and distribution measures, these laws are also related to the, nutritional value of the food., The Indian food processing industry is regulated by several laws which govern, the aspects of sanitation, licensing and other necessary permits that are, required to start up and run a food business., Keep in mind that the exact laws and regulations for each license are often, specific to different cities, and states, ● Licenses Required to Open a Restaurant, ● Food Safety and Standards Act, 2006: ensures standards of food safety in, terms of manufacturing, storage, and distribution, ● Prevention of Food Adulteration Act, 1954: prevents sale of adulterated, and substandard food (toxic and harmful), ● The Legal Metrology Act, 2009: enforces standard weights and measures
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● Copyrights Act, 1957: restaurants/Hotels have to take a license before, organizing any plays, music events, etc., ● The Foreign Exchange Management Act (FEMA), 1999: facilitates external, trade and promotes development and maintenance of the foreign, exchange market in India, ● The Employees State Insurance Act, 1948: protects interests of, employees and workers, ● The Provident Funds Act, 1952: compulsory contributory provident fund, scheme, ● The Air (Prevention and Control of Pollution) Act, 1981: controls, abatement of air pollution, ● The Water (Prevention and Control of Pollution) Act, 1974: controls water, pollution, Tax Laws, Income Tax Act, 1961, VAT (Value Added Tax), CENVAT, Service Tax, Luxury Tax, Entertainment/Amusement Tax, Expenditure Tax, GST, FSSAI LICENSE (FOOD LICENSE), → Serves as an approval by the authority and ensures the customers that, the food of that particular restaurant affirms to the food safety standards, of India, → It is necessarily a unique 14 digit registration number that is given to, manufacturers, traders, and restaurants. It is mandatory to print it on all, food packages, ● LIQUOR LICENSE, → If your restaurant serves liquor, then procuring the Liquor License is a, must, → This can be obtained from the Local Excise Commissioner, → If you sell liquor without the a license, you can incur a huge penalty, and also be forced to shut down the premises permanently, ● HEALTH/TRADE LICENSE, → This license ensures that your restaurant stands corrected under the, health concerns of the Health Department, → It will need around 60 days to be issued to you after your submission
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●, , ●, , ●, , ●, , ●, , ●, , ●, , of the form and documents, EATING HOUSE LICENSE, → The Eating House License is provided by the Licensing Police, Commissioner of that city where you would want to open the outlet, SHOP AND ESTABLISHMENT LICENSE, → To run a food business in India, you must register your restaurant, under the Shops and Establishment Act, → For anything from a food truck to a fine dining restaurant, → You need to register your restaurant within 30 days of the, commencement of your business, → This license is city specific, FIRE SAFETY LICENSE, → A restaurant must protect their customers from all things dangerous,, be it adulterated food products or hazards such as fire, → A No-Objection-Certificate (NOC) from the fire department is thus, required to run a restaurant, LIFT CLEARANCE, → In case you want to install a lift in your multi-story restaurant, you need, to get clearance from an inspector from the electricity department as, well as the Labour Commissioner of that specific city, → The Electrical Inspector issues this license from the office of the Labour, Commissioner after verifying the installation of life, layout, safety gears, and the like, MUSIC LICENSE, → To play music at your restaurant, you need to obtain a restaurant music, license, CERTIFICATE OF ENVIRONMENTAL CLEARANCE, → Any restaurant is legally and morally bound to ensure that its, operations must not harm the environment, → It is issued by Phonographic Performance Limited (PPL), SIGNAGE LICENSE, → You need to market your restaurant well to ensure that your business, garners the maximum profit, → You need to obtain a signage license from the Municipal Corporation, or some local authority for legally being able to use posters, graphics and, paintings to market your restaurant in the nearby area, You can easily register your restaurant for GST online and get it, sanctioned, Applying for GST, The tax rates applicable under GST for restaurants are as follows:
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● For all the restaurants and hotels, AC or non-AC; serving or not serving liquor,, the GST is set at 5%, ● For all the regular catering at restaurant premises, GST rate of 5% is applicable, ● For all the outdoor catering by the restaurant, GST is set at 18%, ● In case alcohol is served at a restaurant, GST will not be applicable on liquor., However, you can tax the consumer for alcohol with VAT and other state taxes., The same is not applicable to any bill including food items, Other Laws, ● Hospitality Law: Hotels, → Hotel owners have a duty to their guests and their guest’s property, → The owner must “act prudently and use reasonable care” towards their guests, → Owners can be deemed liable if they are negligent, → Owners and operators must ensure that the personal information of their guests is, retained and destroyed according to proper policies and procedures, ● Hospitality Law: Hotels, → Hotel owners and employees have limited liability in case of loss of guest’s property, as long as they follow proper regulations, ● Hospitality Law: Restaurants, → Restaurant operators must sell food that is suitable for buying and selling, → “Truth in Menu” Laws, → All details such as quantity, ingredients, nutritional value, descriptions, preparation, style, etc are specified by laws, ● Antitrust Laws, → Regulate businesses in order to preserve competition, → Hotel Operators should not enter into understandings regarding room, rates/condition of providing rooms and scope of operations, → Hotel operators are held accountable if any employees are involved in antitrust, violations, ● Franchise Contracts, → Dictates terms, rights and responsibilities between the franchisee and franchisor, → Includes termination policies, each party’s responsibilities, etc., ● Management Contracts, → Covers the duties and responsibilities between a management company and the, business owner, , ● Standards of Food and Beverage Services
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● ISO 22000: ISO 22000 is an internationally recognized food safety, management standard that applies to any organization that participates, in food production directly or indirectly, ● FSSC 22000: FSSC 22000 is a food safety certification system that, combines ISO 22000 with additional requirements. FSSC was developed, by the Foundation for Food Safety Certification, and has global, recognition from the Global Food Safety Initiative (GFSI)\, What is a Global Food Safety Initiative (GSFI) Audit?\, Consists of 3 stages of audit:, 1. Sometimes called a document review, this step consists of an in-depth review, of an organization's food safety management system, 2. This audit involves a real-world test of your food safety management system., Auditors will work directly with your team to verify that best practices are being, followed at every step of the production chain, 3. Your certification will be subject to an ongoing surveillance and re-certification, program which will require further on-site activity, ● Policies and Procedures of Food and Beverage Services, ● Policies and procedures in a company serve to define how employees, are expected to behave and to detail the responsibilities of both, management and employees., ● Company policies and procedures help to ensure that employees, receive their legal and ethical entitlements., ● At the same time, they guarantee that an organization pays proper, attention to business concerns., ● Policies and procedures guide daily workplace activities by promoting, compliance with laws and regulations, providing strategic perspective, for decision making, and simplifying processes., ● Policies and procedures ensure compliance, increase accountability,, training and responsibility, streamline internal processes, help avoid, errors, overcome incidents and problems., ● Standard Operating Procedures (SOPs) need to be set in place for every, task that must be performed by any type of employee, ● Working hours, grooming standards, personal hygiene, etc must be, specified, ● In case of any new situations, new policies need to be developed
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● Standards for cleanliness are also set in place, , 7.2, , Relevant To Own Employment And Performance Conditions, Relevant, Occupational Health And Safety Requirements Applicable In The Work,, Importance Of Working In Clean And Safe Environment, ● Self-Employment, , In the morning, we saw the different licenses that are required to open your own, restaurant., Here, we will go about the steps of opening a new restaurant in detail., ● Decide the concept of your restaurant, → this includes theme, cuisine, type of food outlet, target customers, etc., → Keep in mind your capital and budget, ● Get Investments To Fund Your Restaurant Business, → Self-funding, → Loan, → VC/Angel funding, ● Evaluate All Restaurant Costs Involved, → Food Costs, → Labor Costs, → Overhead Costs: Rent, Interiors, Kitchen Equipment, Licenses, Marketing, etc., ● Decide The Location For Your Restaurant, → It can determine the success of your restaurant, → Identify and understand the competitors in the area, → Visibility and accessibility, → Take a No Objection Certificate from at least 3 neighbors, ● Get All Licenses Required To Start A Restaurant Business, → Refer to the licenses mentioned in the morning’s presentation, ● Get Manpower For Your Restaurant Business, → Kitchen Staff, → Service Staff, → Management Staff, → Hire the right chefs
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● Design A Stellar Menu, → A smartly designed menu can make a significant impact on your restaurant food, costs, → serve dishes that use similar ingredients, which will help you to reduce your overall, food cost and the scope of the generation of waste, → The menu also needs to be designed in a way that lures customers to spend more, ● Arrange Suppliers & Vendors For Your Restaurant, → You must have at least two-three vendors in each category, → This would help compare prices, and will also serve as a backup in case some, problem comes up with one, → The items must always be delivered in the morning and checked every day. Both, quality and quantity checks must be done at the closing time of your restaurant, ● Install Right Technology At Your Restaurant, → With new-age modern technology, the robust POS has come up with a number of, integrated features that has streamlined the restaurant operations to a great extent, Again, 5S methodology is important in maintaining the standards and operation of, your business, ● Occupational Health and Safety Requirements Applicable in Food and, Beverage Industry, , , , , , , , , , , , , , , , Injuries that can occur:, Sprains, Strains, Cuts, Bruises, Burns, Preventions of such injuries:, Careful planning and good decision making, Identifying hazards and finding solutions, This saves lives and money by, reducing workers’ compensation claims, avoiding loss in productivity when injuries occur, improving employee morale, Job hazards can be grouped into different categories, such as:
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Safety hazards which cause immediate accidents and injuries. For, example, knives, ovens, slippery floors are hazards that can result, in burns, cuts, or broken bones, Ergonomic hazards that cause sprains and strains, such as doing, repetitive tasks or heavy lifting, Other health hazards: additional workplace conditions that can, make you sick, such as noise, chemicals, heat, and stress, Making Restaurants Safer, 1. Remove or isolate the hazard, 2. Improve work practices, 3. Use protective clothing and equipment: Gloves, sleevelets, and long, aprons, Personal protective equipment (PPE) is the last resort because it requires proper, maintenance and must fit the worker, and it depends on the worker remembering to, use it and use it correctly, Workers’ Rights to a Healthy and Safe Workplace, ● Right to know about workplace hazards, ● Right to protection from these hazards, ● Right to act to improve workplace safety, The Hazard Communication Standard:, Make an inventory of all the chemicals used or stored at the workplace, Label all chemical products, Obtain and make available to employees copies of the Material Safety Data Sheets, (MSDSs) for all chemicals. MSDSs give you detailed information about the chemical,, possible health effects, and how to work with it safely, Train all employees about the chemicals they work with and how to use them safely, Recording and Reporting of Occupational Injuries and Illnesses is compulsory., Restaurants need:, ● A system for making sure workers comply with safety rules and procedures, ● A system to communicate with workers on health and safety matters, which, must include a way for workers to report unsafe conditions without fear of, reprisal
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● A system to identify unsafe or unhealthful conditions. This must include regular, inspections of the worksite. Supervisors must be informed of any problems, found, ● A system to investigate any job-related injuries and illnesses that occur, ● Restaurants need:, ● A system to correct hazards in a timely manner, ● Training for workers about the specific hazards on their jobs before they start, work and every time a new hazard is introduced. Training must provided in a, language and manner workers can understand, ● Every workplace should have a plan for handling injuries, ● Employees need to know when and how to report injuries, ● Medical Care: Paid for by your employer, to help you recover from an injury or, illness caused by work, ● Temporary Disability Benefits: Payments if you lose wages because your injury, prevents you from doing your usual job while recovering, ● Permanent Disability Benefits: Payments if you don’t recover completely, ● Death Benefits: Payments to your spouse, children or other dependents if you, die from a job injury or illness, ● Provide grills and other hot surfaces that have built-in guard bars, so workers, won’t accidentally touch them, ● Avoid overcrowding on the range tops, ● Set pot handles away from burners, and make sure they don’t stick out over the, edge of the range, ● Adjust burner flames to cover only the bottom of a pan, ● Don’t fill pots too full, to avoid boiling over, ● Lift pot covers back safely to protect yourself from steam, ● Use tongs to lower food into boiling water, ● Get help when moving or carrying a heavy pot of simmering liquid, ● Never leave hot oil or grease unattended, ● Use potholders, gloves, or mitts when checking food on the stove, placing food, in boiling water, or reaching into ovens and broilers, ● Never use wet material (like a damp towel) as a potholder, ● Don’t strain hot oil or carry it. Wait until it is cool, ● Follow directions when adding new fat or oil, ● Cover fryer oil when it’s not in use, ● Use potholders, gloves, or mitts
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●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , Never use wet material (like a damp towel) as a potholder, Let a falling knife fall. Step back. Warn others. Never try to catch the knife, Carry and store knives in sheaths or protective cases when possible, When cutting, tuck in fingers on the hand that’s holding the food, If you’re doing a lot of cutting, wear cut-resistant gloves that cover the wrists,, fit well, and have sturdy, tightly-woven seams, Equip large electrical appliances with machine guards, Keep cords, plugs, outlets, housings, and blades in good repair, Keep electrical outlets free of cracks and grease to avoid short circuits, Place electrical equipment away from water, Before using a machine, make sure guards are in place, Keep hands, face, hair, clothing, and jewelry away from moving parts, Keep floors dry near electrical equipment and outlets, Wear cut-resistant gloves, goggles, sleevelets, and arm protectors when, operating equipment, Provide enough work space to avoid collisions., Provide proper storage so walkways and work areas are kept free of clutter., Keep electrical cords out of walkways. Have enough outlets so extension cords, are not needed, Maintain carpets in good condition, Lay out the dining room and kitchen without tight or blind corners to avoid, collisions, Have non-slip surfaces and handrails on stairs, Don’t move too quickly, Don’t carry items too tall for you to see over, Warn other workers when walking behind them, Wear non-skid, waterproof shoes with low heels and good tread, Lace and tightly tie your shoes, Don’t wear shoes that have leather or smooth soles, platform or high heels or, are open-toe style, Don’t wear oversized or baggy pants that could cause you to trip, Have non-slip stable floor mats in good condition in areas that could get wet., But remember that moving heavy mats can cause back injuries, Clean up spills immediately, Clean floors regularly so grease does not build up, Use a clean mop with approved floor cleaners
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● Use warning signs to keep people off wet floors, ● Provide enough ladders and footstools of the right size and keep them in good, condition, ● Have good lighting in work areas, and in delivery and storage areas, ● Set up work areas to limit the need for reaching and climbing. For example, keep, the most frequently used items on accessible shelves, ● Never use a box, cart, or other equipment to reach for objects. Use a ladder or, footstool, ● Design the workplace so workers have enough space to move safely when lifting, and carrying, ● Provide smaller bus pans and trays, ● Reduce the need for lifting and carrying. Provide hand trucks and other lifting, devices, and keep them in good condition, ● Install a garbage chute, ● Provide training in safe lifting methods, Preventing Injuries from Ergonomic Hazards: Lifting and Carrying, ● 3. Moving the load, ● † Keep the load close to your body., ● † Look where you are going. Don’t lift if you can’t see over the load., ● † Move your feet instead of twisting your body., ● 4. Lowering, ● † When setting the load down, let your leg muscles carry it down., ● † Be sure your fingers and toes are clear before setting the load down, Bending, Reaching, ● Provide storage for heavy items on lower shelves to avoid reaching, ● Provide ladders and footstools of the right size, and keep them in good, condition, ● Redesign drive-through windows so workers don’t have to stretch to serve, customers, ● Don’t bend or reach to get a heavy or awkward item. Ask for help to lift and, move it properly, ● Don’t reach above your shoulders, ● Never use a box, cart, or other equipment to reach for objects. Use a ladder or, footstool, ● Push carts instead of pulling them, where possible
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● Install tables and chairs permanently so they don’t have to be set up and taken, down daily, ● Provide floor mats to protect against constant impact with hard surfaces, ● Rotate tasks, especially those that require using the same motion over and over, ● Provide mechanical equipment to do repetitive tasks where possible, ● Often take a few moments to stretc Repetitive Movementsh, especially if you, spend a lot of time carrying loads, bending, reaching, or repeating the same, motion, ● Use good posture, ● When walking or standing for long periods, use floor mats, take breaks, and, rotate tasks if possible, ● When sitting for long periods, make sure your lower back is supported, Repetitive Movements, ● Install tables and chairs permanently so they don’t have to be set up and taken, down daily, ● Provide floor mats to protect against constant impact with hard surfaces, ● Rotate tasks, especially those that require using the same motion over and over, Preventing Injuries from Robberies and Assaults, ● Provide mechanical equipment to do repetitive tasks where possible, ● Often take a few moments to stretch, especially if you spend a lot of time, carrying loads, bending, reaching, or repeating the same motion, ● Use good posture, ● When walking or standing for long periods, use floor mats, take breaks, and, rotate tasks if possible, ● When sitting for long periods, make sure your lower back is supported, Security Systems, ● Have working locks and alarms kept in good condition, ● Have a way to communicate with the police or security personnel, like a “panic”, button or silent alarm., ● Provide surveillance cameras and/or mirrors, , Planning for Emergencies, ● Exit and escape plans, ● What is the escape plan for fires, floods, earthquakes, and chemical spills?, ● Where are emergency exits located and how do you open them?
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● Where should you go if there is an evacuation? Is there a designated meeting, area?, Planning for Emergencies, ● Fire extinguishers, ● How does the fire alarm system work, and how should you respond?, ● Where are fire extinguishers located?, ● How do you operate fire extinguishers properly? Everyone who is expected to, use a fire extinguisher must be trained, Planning for Emergencies, ● Other emergency equipment, ● Where are emergency eye wash stations and safety showers located (if any)?, ● Where are first aid kits located?, ● Which workers on each shift are trained in first aid? Unless a hospital is nearby,, at least two trained people should be available, Dealing with Injuries, ● Train designated staff on each shift to provide first aid for cuts., ● Make sure everyone knows who is designated to provide first aid., ● Know the dangers of contact with another person’s blood, and take appropriate, precautions. Blood can carry organisms that cause diseases like Hepatitis B or, AIDS, ● Make sure only designated, trained staff provide first aid., ● If trained staff are not available, keep away from blood. Hand the victim a towel, or bandage to apply to the wound, Importance of Working in a Clean and Safe Environment, Chemical − It is accidental contamination of food caused by cleaning solvents, pest, control sprays, or other chemicals used in entire food production chain. This food, contamination occurs when utensils or other tableware are not wiped dry after, washing them using cleaning liquids. It also takes place when the food is not stored, properly when pest control chemicals are sprayed, ● Hygiene Rules, ● It is said that the hygiene starts from home. Perform your daily cleanliness, regime without any excuses., ● Wash hands and arms immediately −, ● When you come from toilet, ● When you sneeze, blow nose, yawn, or cough covering your mouth with hands
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● After eating food, tobacco, or touching animals, ● After you touch hair, scalp, skin, or any body-opening, ● Wash hands with mild cleansing soap and warm water; not merely with running, water., ● Do not smoke or eat tobacco while working, ● Cover cuts, burns, or wounds on the skin, ● Keep hair and nails trimmed, ● Try using hand gloves as much as possible. Kitchen staff must use toque, ● Do not work when facing cold, cough, or any other contagious diseases. Inform, your superior staff if you are not well, ● Do not touch ready-to-eat food directly. Always use gloves, serving tongs deli, papers, or forks to handle such food, ● Do whatever required to let not your skin, body fluids, or any clothes you are, wearing to come into contact with food or food containers, ● Ensure a clean uniform, ● Do not wear loose jewelry. Avoid wrist jewelry, Chapter-8, , 8.1, , Meals and Menu Planning, , What is a Menu?, A detailed list of food and beverage offerings with their respective prices., It tells customers the availability of food and beverage options., ●, ●, ●, ●, ●, ●, ●, , Qualities of a Good Menu, Clear and understandable information, Adhere to food safety and nutrition guidelines, Meet or exceed guest expectations, Meet the quality standards of the business, Be accurate and truthful about taste and method of preparation, Adhere to the service facilities present in the business, , How to Prepare a Menu, ● What kind of food outlet is it?, ● What is the name of the outlet?
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● What is the expanse of food items, their accompaniments, and beverages, the owner wishes to keep?, ● Which information needs elaboration for food and beverages?, ● What tone of language is required? (formal/informal), ● How large should the menu be on paper?, ● The following questions need to be addressed:, ● What types of names and category headings would best suit for the food, and beverage items?, ● What design, images, colors, and typeface would look best for the menu?, ● Are the graphic details relevant to the food outlet theme?, ● Depending upon the expanse of physical outlet and service, and the, variety of food and beverages it offers, the menu design and details, change, , ● Menu Planning, ● This is the selection of menu in advance for an upcoming event. It plays, a major customer satisfaction., ● The menu must be planned such that it goes well with the theme of the, F&B outlet and it must be a good bargain for food price and dietary, value., ● Deciding and purchasing the materials required, ● Pricing the food and beverages accordingly, ● Guiding food preparation, ● Evaluating the dietary requirements, ● Evaluating the menu in terms of changes and improvements, ● Deciding and purchasing the materials required, ● Pricing the food and beverages accordingly, ● Guiding food preparation, ● Evaluating the dietary requirements, ● Evaluating the menu in terms of changes and improvement, , ● Menu Courses
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→ In this course, a welcoming appetizer that induces hunger is given to the guests, → Also, the guests can prefer soups accompanied with the bite-size savory snacks as, side orders in this course, ● Main Course, ● Starters/ Appetizers, → During this course, main dishes with vegetables or meats accompanied with rice, and breads are served, → In some cultures, such as Indian, the main dish is accompanied with salads, ● Beverages, → This menu includes variants of tea and coffee, hot chocolate, juices, milkshakes,, mocktails etc., 8.2, , Different types of Menus, ● Types of Menus, Table D’Hote Menu, → A menu where the meal is combined with a number of food options, from each course, → The guests can make their choice and order for a fixed price, → Irrespective of what the guest chooses or declines, the price remains, the same, → Hence, it may also be called price fixed or fixed price menu, → Banquet menus, children’s menus, and occasion menus cater to, special occasions and are offered at a set price, A la carte Menu, → A la carte is a multi-course or multi-category menu that comes with, appetizers, starters, sea-food, meats, side dishes, beverages, and alike, → Each dish is offered at a separate price, → The guest can choose individual dishes to make own meal package, ● State Banquet, , → A state banquet is an official banquet hosted by the head of state in his or her, official residence for another head of state, or sometimes head of government, and, other guests, → Similarly, all banquets follow the same rules, → The host/hostess decides the menu through catering, Buffet- Hot/Cold Spread, → Buffets consists of a wide spread of food items ranging from appetizers to main
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course to dessert, → Guests can choose to eat whatever and how much ever they want to for a standard, price per plate, Buffets can be set up for:, ● Breakfast, ● Dinner, ● Lunch, ● Light Reception, ● Parties, ● Functions, , 9.1, , Chapter-9, Brief Description And Correct Uses, Crockery, Silverware, , A)Different Types Of Cutlery,, , ● Cutlery and Silverware, Dinner/Table Spoon:, ● It has elongated round cup, ● It is used to eat main course food items, ● It is always paired with a fork (with four tines) of the same length or a dessert, knife, Dessert Spoon, Dessert Knife, and Dessert Fork, ● These are smaller than their main course peers and are used to have desserts, Soup Spoon, ● It has a round cup bigger than that of the table spoon, ● It is as long as a dinner spoon, Tea/Coffee Spoons, ● These are smaller than the dessert spoon in length and size of cup, ● We use these spoons to stir tea or coffee, Ice Cream Spoon, ● It is a small spoon with flat rim that can help to cut the right amount of ice cream
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●, , ●, ●, , ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , Cocktail (Soda) Spoon, It is a drink spoon with a long handle that helps the spoon to reach the bottom, of a tall glass, Butter knife, It has short rectangular blade that is sharp on the lower side to form an edge, It is useful in cutting semi-firm pieces of butter and apply them on food items, such as breads, Salad Spoon, It is always used in pair with salad fork, It helps mixing and serving salad efficiently, Serving Spoon, It is a spoon with large round cup designed to serve stews and rice, Deli (Fruit) Fork, Has two tines, It helps to pick thinly sliced food such as slices of fruits, Roast Fork, It is the largest fork, It has longer and stronger tines that help to hold and pick large meat or, vegetable pieces, Cake Knife, It is a flat, elongated triangle-shaped knife and is used to cut pieces of cake and, handle it smoothly, , ● Crockery, A soup plate, ● 20 cms in diameter and used for the service of thick soups, ● B and B plate (Side plate), ● 15 cms in diameter use for the service of bread and butter, ● A Fish plate, ● 20 cms in diameter used for service of fish items and hors d ‘oeuvres, ● A Dessert plate ( Sweet plate ), ● 18 cms in diameter and used for the service of desserts, ● A Meat plate ( Joint plate / dinner plate / main course plate ), ● 25 cms in diameter and used for the service of main courses only, ● A Cereal Bowl, ● 13 cms in diameter used for the service of cereals (cornflakes, wheat flakes,, choco flakes, etc), puddings, compotes
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●, ●, ●, ●, ●, ●, ●, ●, , Consommé cup, Used for the service of thin soups only, Coffee cup, It has a capacity of 10 cl and is used for the service of black coffee only, It is also referred to as a demitasse cup, Coffee cup, It has a capacity of 10 cl and is used for the service of black coffee only, It is also referred to as a demitasse cup, , 9.2, , Flatware, Holloware And Glassware Used In A Standard Catering, Establishment., ● Flatware, ● Along with the silverware discussed in the previous slides, the following, flatware items are used in the food and beverage service industry, ● Seafood/Escargot Fork: Two prong forks made of stainless steel that are, used with escargot dishes, ● Carving Fork: Used along with a carving knife to cut up meat, ● Gravy Spoon: It comes along with a sauce boat which is used in courses, that have gravy to be served, ● Pastry Lifter: used to move pastry from the main dish to the dessert plate, ● Carving Knife: It has a straight edge, a shorter, thinner, wider blade that, allows it to cut into meat, ● Holloware, , ● Footed cup & saucer sets: They are used for serving tea or coffee. The height, and the style of the cup may vary greatly between manufacturers. The footed, cup design has a small pedestal protruding from the bottom of the cup, this, pedestal usually fits into an indentation in the saucer, ● Kettle: used to heat and serve water for tea. Kettles are often featured as an, integral part of a tea service and typically include a kettle and separate burner, stand, ● Sugarbowl: used to serve granulated sugar as well as sugar cubes. Generally,, these pieces match the coffee pot, tea pot, creamer, and serving tray
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● Creamers are similar in size to the sugar bowl, for a given pattern. These pieces, feature a decorative handle and spout and are used to serve cream, ● Waiter trays are the largest and heaviest piece of the tea set. In addition to their, use in tea and coffee services, the silver waiter tray can be used to serve, desserts, hors d’oeuvres and a variety of finger foods and beverages in very, impressive style., ● Pitchers are used to serve a variety of beverages including water, iced tea, and, soda., ● Gravy boats are used for serving gravies and sauces. Gravy boats may include, an attached, or detached, underplate, ● Waste bowls are used for spent tea bags and tea leaves. The bowl often features, ornate decorations and a simple body. The waste bowl does not usually feature, a lid or handles, , ●, , ●, ●, ●, ●, ●, ●, , ●, ●, , ●, ●, ●, , Glassware, Cocktail Glasses: These are stemmed glasses because the drinks to be served, in this glass has to be served chilled and hence the stem avoids the hands from, heating the glass quickly., The saucer: For champagne cocktails . Not used very frequently anymore, Tulip Glasses: For all champagnes and sparkling drinks, Flute glasses: for sparkling wines, Paris Goblet: they come in various sizes and are used for wines, waters, beers, and other drinks, Worthington Glass: for beers, soft drinks and fruit drinks, Rocks/Old Fashioned Glass: These are used to serve “spirits on the Rocks” (, served on cube ice). They range from 14 – 25 cl and the most commonly used, is 17 cl, Highball/Collins Glass: It is the most commonly used glass in a bar. They are, long and straight sided, Brandy Balloon Glass: Always has the same shape with a short stem so that, the hand can heat the glass and allow the brandy / cognac to heat up and, release its aroma, Sour Glass: as an alternative for rocks glass, Martini/Cocktail Glass: For dry, medium and sweet martinis but also for, cocktails, Slim Jim: Alternative for highball glass
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● Copita/Sherry Glass: This is a glass to serve sherry ( a fortified wine ) and has a, capacity of 7 cl, ● Port Glass: Used for the service of port wine. It has a capacity of 7 cl, ● Lager/Pilsner Glass: They are glasses which are used to serve Pilsners ( a type, of Beer). It holds approximately 34 cl, , Chapter-10, 10.1 Menu Knowledge, Types of Beverages, Non-alcoholic Beverages, ● Menu Knowledge, ● All the F&B service staff shall be thoroughly familiar with all beverage, items listed on the menu, their origin and how they are prepared and, served, ● Even if some items are not listed on the menu, servers should have a basic, and general knowledge about them, ● Every staff member shall have a basic knowledge of wines, ● Some of the basic menu knowledge skills which the hotel F&B service, staff should possess are:, ● The food and beverage service staff should be able to describe the dishes, on the menu to the guest in a simple and clear way, ● Should be able to pronounce all food items in the menu accurate, ● Able to know the ingredients and cooking method of all items on the, menu, ● To know the preparation time of each dish, ● To know what condiments and/or sauce to serve with the dish, ● To know how the dish should be served, ● To know which section of the kitchen to produce the dish, ● To know what are the daily specials and seasonal ingredients, ● To know what item is out of stock, ● To know which are the signature dishes of the restaurant, ● To know the selling price of the dish, ● To know what else can be proposed to guest in terms of cooking method, besides the one listed and make appropriate recommendations
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● To know the portion size of each dish and give appropriate advises to the, guest especially those served in pieces, ● To know the history and the place of origin of the ingredients or dishes, ● Types of Beverages\, , ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , There are two types of beverages that are served in restaurants:, Alcoholic beverages, Non-alcoholic beverages, These are served cold, Alcoholic beverages are intoxicating and contain ethanol, commonly known as, alcohol, Such beverages need to undergo fermentation and distillation to generate, alcohol contents, The percentage of alcohol varies in the range of 0.5% to 95% depending upon, the methods of fermentation and distillation, Wine, Cider, Perry, and Champaign are fermented alcohols, Beer, ale, and lager are fermented and brewed alcohols, Gin, Vodka, Whisky, Rum, Brandy, and Tequila are distilled alcohols, If a beverage contains at least 20% Alcohol by Volume (ABV), it is called spirit, Liquors come with added sweetness and flavoring, Popular alcoholic beverages include:, Beer: Beer is obtained by fermenting liquid mixture of cereals such as corn, rye,, wheat, barley and yeast; containing about 5-10% alcohol by volume (AVB), Brandy: Brandy is obtained by distilling the fermented fruit juices; containing, about 40-50% AVB, Gin: Gin is obtained by distilling the fermented juice of Juniper berries with, water; containing about 40-50% AVB, Popular alcoholic beverages include:, Rum: Rum is obtained by fermenting Sugarcane juice or Molasses for at least, three years; containing about 40-55% AVB, Tequila: Tequila is obtained by distilling fermented juices of Blue Agave plants;, containing about 40-50% AVB, Vodka: Vodka is prepared by distilling starch or sugar-rich plant matter;, containing about 35-50% AVB, Popular alcoholic beverages include:
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● Whisky: Whisky is prepared by distilling fermented juice of cereal grains,, containing about 40-55% of AVB, ● Wines: Wines are obtained from fruits such as grapes, peaches, plums, apricots,, pomegranate. The fruits are crushed and fermented in large containers;, containing about 5-20% AVB, ● Due to the unwanted side effects of alcohol on consumer and the society, it is, the responsibility of food and beverage service staff to verify the young, customer’s age before serving alcoholic beverages, , ● Non-alcoholic Beverages, Hot Beverages:, ● These are served hot, ● Hot beverages typically include tea, masala tea (spiced tea), milk, hot chocolate,, and variants of coffee such as espresso, latte, and cappuccino\, ● Cold Beverages, ● These are served and consumed while chilled, ● Cold beverages include juices, mocktails, coolers, cold versions of tea and, coffee, milkshakes, carbonated drinks, mocktails, and sherbets, ● Apart from this, several Indian drinks such as buttermilk, aam panna, nariyal, pani, sol kadhi, etc are also non-alcoholic beverages, Chapter-11, Overview of Topics:, 11.1 Cleaning Crockery, Cutlery & Glassware, Restaurant Linen Storage, Laying, The Table, ● Cleaning Crockery and Cutlery, ● Remove food debris by scraping the plates and utensils, ● Rinse with warm water, ● Wash with a detergent, ● Rinse again to remove the detergent and debris, ● Apply a sanitizing solution to remove bacteria, ● Rinse to remove the sanitizer, ● Allow to air dry, ● Cleaning Glassware
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●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , Empty glassware of all their contents, Load the glasses into the washing tray. Load them upside down, Wash the glasses in the machine when required or when the trays are full, Use the wash cycle as per the establishment’s policies, Take the cleaned glasses out of the machine and let them air dry or handpolish, according to requirements, Put the clean and dry glasses in their respective position for further use Some, points to remember while using a washing machine to clean glasses:, Choose the correct wash cycle, No lemon slices etc are allowed to block the plug holes in the washing machine, The minimum temperature of the water should be at least 70 degrees celsius, The washing machine should be supplied with a proper detergent,, appropriately diluted, , ● Restaurant Linen Storage, ● Before you store your linens make sure that you have washed or drycleaned each piece after first checking all items for stains to be treated, ● Any moisture at all can result in mildew, ● Allow linens to lay flat for some time after ironing to dry completely, ● Store in a cool, dry and well-ventilated area, ● Do not store linens in direct sunlight, ● Wrap linens in acid-free tissue paper. The acids in regular tissue paper, can turn white linens yellow, ● Place the tissue between the folds in the linen to soften edges. Crisp, creases can weaken linen fibers, Hanging Linens:, ● The best way to store linens to prevent wrinkles is by hanging them on, padded hangers in a closet, ● Hang one cloth per hanger for best results, ● Make sure the storage area has enough space to allow plenty of room, between each item that is hung, ● Also be sure to allow for air to circulate, ● Never store linens in plastic bags because they can trap moisture and, cause a chemical reaction that can discolor your linens
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●, ●, ●, ●, ●, ●, ●, , ● The correct way to cover your linens is with a 100% cotton sheet, ● You can also store your linens by wrapping them around a cardboard tube, ● Make sure the tube is acid-free so your linens will not be stained, Storage Containers, Never store linens in cardboard boxes, Do not place linens in direct contact with cedar chests or wood drawers, Do not place linens in plastic storage containers, Much like regular tissue paper, fumes from petroleum-based polyurethane, plastic boxes and wood acids can yellow and weaken the linen fabrics, Place heavy linen pieces in the bottom of the storage container followed by, tablecloths and linen napkins. Place any lighter pieces on top of the stack, Do not starch your linen pieces and keep any starched items away from them, to avoid attracting insects, Twice per year, refold linens to prevent continued pressure on any one area, , ● Laying the Table, Basic Table Setting: used for everyday use and casual dinners, ● Lay the placemat on the table, ● Put the dinner plate in the middle of the placemat, ● Lay the napkin to the left of the plate, ● Place the fork on the napkin, Basic Table Setting:, ● used for everyday use and casual dinners, ● To the right of the plate, place the knife closest to the plate, blade pointing in., Place the spoon to the right of the knife, ● Place the water glass slightly above the plate, in between the plate and the, utensils, about where 1 p.m. would be on a clock face, ● The bottoms of the utensils and the plate should all be level, Casual Setting:, ● Informal table, ● Lay the placemat on the table, ● Put the dinner plate in the middle of the placemat, ● Place the salad plate on top of the dinner plate, ● If you’re starting with a soup course, place the soup bowl on top of the salad, plate
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● Lay a napkin to the left of the charger, Casual Setting:, ● Informal table, ● To the left of the plate, place the fork on the napkin, ● On the right of the plate, place the knife closest to the plate and then the spoon, ● Directly above the knife, place the water glass, ● To the right and slightly above the water glass, place the wine glass or a glass, for another beverage, Casual Setting:, Informal table, ● If using individual salt and pepper shakers for each guest, place them at the top, of the placemat, ● Otherwise, place them near the center of the table, or, if using a long,, rectangular table, place them in the middle of each end, Formal Setting:, ● Usually for fine dining restaurants and three-course meals, ● Lay an ironed tablecloth on the table, ● Set a charger at each seat, ● In the center of the charger, place a soup bowl, ● Place the bread plate to the top left of the charger (between 10 and 11 p.m. on, a clock face), Formal Setting:, ● Usually for fine dining restaurants and three-course meals, ● Lay a napkin to the left of the charger, ● On the left of the charger, place the salad fork on the outside, and the dinner, fork on the inside. You can put the forks on the napkin, or for roomier settings,, directly on the tablecloth between the napkin and the charger, Formal Setting:, ● Usually for fine dining restaurants and three-course meals, ● On the right of the charger, place the knife closest to the charger (blade facing, in towards the charger) and then the soup spoon. Note: All vertical flatware, (salad fork, dinner fork, knife, and soup spoon) should be spaced evenly, about, half an inch away from each other, and the bottoms of each utensil should be, aligned with the bottom of the charger, Formal Setting: Usually for fine dining restaurants and three-course meals
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● Directly above the knife, place a water glass. To the right of the water glass and, about three-fourths of an inch downward, place the white wine glass. The red, wine glass goes to the right of—and slightly above—the white wine glass, ● Since people traditionally drink more water than wine during dinner, the water, is kept closer to the diner, Formal Setting:, ● Usually for fine dining restaurants and three-course meals, ● Place a butter knife horizontally, blade facing inwards on top of the bread plate, with the handle pointing to the right, ● In all place settings the blade will face inwards towards the plate, ● Directly above the charger, place a dessert spoon (a teaspoon) with the handle, pointing to the right, ● Formal Setting: Usually for fine dining restaurants and three-course meals, ● If using individual salt and pepper shakers for each guest, place them above the, dessert spoon. Otherwise, place them near the center of the table, or, if using, a long, rectangular table, place them in the middle of each end, ● If using a place card, set it above the dessert spoon, Formal Setting:, ● Usually for fine dining restaurants and three-course meals, ● After the soup course is complete and the bowls are cleared, a salad plate will, take the soup bowl’s position. Traditionally, a charger holds the spot for the, dinner plate, and is removed after the salad course so the place is never bare, , 11.2 Order Taking Procedure, Servicing The Order, Buffet Service, Other Service, Practice, Single Point Counter Service, ● Order Taking Procedure, Step 1: Observe your guests:, ● Be observant and use proper timings, ● Make eye contact and try to anticipate when the guests would be ready to place, their order, ● Sometimes, when guests close their menus, it’s an indication that they are, ready to order, Step 2: Approach the table, ● Approach the table and smile politely while maintaining eye contact, ● Ask if you can take their order
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● Always address them respectfully with sir/madam, ● Speak clearly and confidently, Step 3: Suggestive Selling, ● Suggest options on the menu to your guests, ● Inform the guests of the daily specials, ● Suggest other options, sauces and side dishes and appetizers and desserts, ● Be sure to describe the items with details in order to be, Step 4: Take the order, ● Note down the order along with the number of guests and the items ordered in, sequential order, ● First take the order of ladies and then men and finally the host, Step 5: Repeat the order, ● After everything has been ordered, repeat the order back to the guests to, confirm if everything is proper or if anything should be added or removed, ● After confirming the order, smile and thank them properly, ● Inform the guests of the waiting time and pass the order along to the kitchen, Service of Beverage:, ● Beverages are served first, ● Always serve beverages from the right of the guest, ● While the guests are waiting for their meal, bread and butter must be served, immediately, ● Waiting staff must ensure that the same is replenished as soon as it is over, ● The guest should not have to ask for it, ● Before serving the food the waiters must ensure that the cover is appropriate,, should it need to be changed then it must be done before the food comes to, the table., ● This must be done discreetly, ensuring minimum intrusion and disturbance to, guest and with minimum cluttering. Food order must be announced before the, service, ● Guest of honour is served first, ● A lady in the party takes precedence over the male guest of honour, ● Ladies must be served before Gentlemen, ● Older people are served before younger ones, ● The host must be served last, ● Service of food:
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● It must not happen that in enthusiasm, 3-4 people go to the guest to ask if, ‘everything is alright’! This may irritate the guest and may be an intrusion on his, privacy, ● Water and other food items must be served/ replenished as soon as it is over, ● Before removing anything from the tale, seek guest’s permission, ●, , ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , Buffet Service, Here, guests service themselves without the help of a server or a waiter, The food is arranged attractively on a table and in sequential order so, that it is close to the guests and they can easily identify the food, Dinner plates and dessert plates along with other crockery and cutlery, are laid out strategically for the guests perusal, Pre Plated food that the customers can just pick up, Customers can select from a cart/trolley that passes through the, restaurant, All-you-can-eat buffet, Monoglian barbeque buffet where guests can select items which are, presented to the chef for cooking, Some buffets bill guests based on weight of food on plate, Open buffets, Buffet Food Warmer, Chafing Dishes and Fuel, Display Trays, Cake Stands, Buffet Dishes and Platter, Table Skirting and Clips, Buffet Utensils, Deli Dishes, Soup Tureens, Ice cream and cone holders, Knives, Food Labels, Any other equipment as required
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● Other Service Practice, ● Table Service, → Guests enter the dining area and take a seat. The waiter attends to them and offers, water and menus. The waiter takes their order and serves them throughout their meal, → There are several different types of Table Service, 1. English/ Family Service, 2. American/Plate Service, 3. French Service, 4. Gueridon Service, 5. Silver Service, 6. Russian Service, English/Family Service:, → Here, the host also contributes to service, → The waiter shows the food to the host for approval before serving to the guests, → The waiter serves the food and throughout the meal, helps in serving, → This is common in Specialty Restaurants as customers spend more time for their, meal, 2. American/Plate Service:, → Here, the food is pre-plated in the kitchen in specific portions, → The food plates are then brought to the guest, → This is common in Coffee Shops where quick service is required, French Service:, → It is personalized and private, → The food plates are kept near the guests and the guests can help themselves, → This is common in Fine Dining Restaurants, → Cart French Service: The food is prepared and assembled at the tableside. Guests, select food from the cart which is then served to them. This is only for certain VIP, guests, Gueridon Service:, → Partially cooked food from the kitchen is taken to the table and then fully cooked, at the tableside, → This is done for showmanship and to get aroma of food, → Here, the waiter also needs to have cooking skills, . Silver Service:, → Food is served on silver platters, it is portioned in the kitchen itself, → All tableware is silver, → The platters are placed on the sideboard with burners or hot plates before serving, Russian Service:
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→ It is identical to the Cart French service barring the servers place the food on the, platters and serve it from the left side, ● Assisted Service (Buffet Service):, → Here, the guests enter the dining area, collect their plates, and go to buffet counters, and help themselves, → The guests get plates from the stack and goes to buffet counter where food is kept, in large casseroles and platters with burners. The guests can serve themselves or can, request the server behind the buffet table to serve, ● Special Service:, → Room Service: Here food is served to guests in their allotted rooms in hotels. Small, orders are served in trays. Major meals are taken to the room on trolleys. The guest, places his order with the room service order taker., → The waiter receives the order and transmits the same to the kitchen. Meanwhile,, he prepares his tray or trolley. He then goes to the cashier to prepare and take the, bill. He then takes the bill along with the food order for the guests’ signature or, payment. Usually clearance of soiled dishes from the room is done after half an hour, or an hour. However, the guest can telephone Room Service for the clearance as and, when he has finished with the meal, Chapter-12, 12.1 Invoicing and Payments, Handling Complaint Issues, ● Invoicing and Payments, There are several ways through which a customer/guest can pay the bill for their, order., ● Settlement by Cash, ● Settlement by Credit Card, ● Settlement to In house Rooms (In case of hotel restaurants), ● Settlement to Company, ● Settlement by coupon/voucher, Print the bill/check for presenting to the guest:, ● Print the Bill, ● Place the bill inside folder, ● Place a pen along with the folder, ● Present the bill to the guest, Settlement by Cash:, ● If the customer pays by cash, take the folder to the cash counter and return to, the table with the change
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● In case the customer leaves a tip, do not take it until the customer leaves, ● If the customer leaves without collecting change, then the change is your tip, Settlement by Credit Card:, ● Swipe the Card on the EDC machine, ● Enter the amount on the EDC machine, ● Verify the amount entered with the amount on the bill. Confirm the settlement, ● Take print out and get signature on the merchant copy from the guest along, with the check copy, ● Return the credit card along with the guest’s copy of the credit card slip /, voucher, Settlement by Credit Card:, ● If guest adds a tip on the Credit card slip then adjust the same on the EDC, machine and take a new printout, ● If the credit card is declined / expired then politely ask the guest for another, card or form of payment, ● If necessary ask the guest to step away from his or her group so that he or she, will not be embarrassed, Settlement to In House Room (In case of a hotel restaurant):, ● Request the guest to write their name and room number on the printed check, and sign them, ● Do a room enquiry on the POS machine with the details mentioned on the bill, by guest, ● Try searching by room number first if not found then try again by searching by, the last name of the guest, Settlement to In House Room (In case of a hotel restaurant):, ● If details matched with those given on the bill then settle the bill on to that room, ● If the details don’t match then, ask the guest to present the room key as, identification, ● If the POS enquiry fails with the given details, then crosscheck with the front, desk team with the guest details. And check if the guest is entitled for a credit, on the restaurants, Settlement to Company:, ● Ask the guest to write down the company name on the bill, Some companies, have credit with the hotel. These are called city Ledgers, ● If the guest is aware of the unique City Ledger number then ask for the same
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● Ask guest to sign on all the checks, ● Give the receipt showing the charges, ● Make the settlement to City Ledger and close the Table on POS, Settlement by Coupon/Voucher:, ● Read the coupon carefully to determine if it is a valid or expired one, ● Find out what all charges are covered, ● Don’t give any cash as change for gift certificates and coupons, ● If the coupon amount doesn’t cover the total food bill then collect the balance, amount by other method of payments, ● Keep the coupon safely on the cash box / folder. Treat them as cash, Thank the Guest:, ● Thank the guest when you return the change and receipt, ● Invite guest to return to the restaurant / hotel again, ● If the guest leaves without settling the bills then inform the Security Manager, and Outlet Manger about the same, Handling Complaint Issues, ● Listen carefully. Do not interrupt the customer, let them finish their point, ● Apologise, ● Restate the complaint back to the customer to show that you have understood, the problem, ● Thank the customer for bringing it to your attention, ● Act quickly, quietly and professionally and follow the establishment’s protocol, ● Never lose your temper, lie, or blame others, ● The customer is always right, ● Beware of body language, ● Be empathetic, ● Try to offer compensation, ● Try to keep the situation from escalating, ● Try to reach out to the customer even if they are angry, Common Complaints in a Restaurant, ● A lack of cleanliness in bathrooms, utensils, dining room, or employees, ● Incorrect food temperatures or food that doesn’t look or taste as described on, your menu, website, or social media
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● Feeling rushed to finish a meal, often exacerbated by a server taking away the, guest’s plate before they’ve finished, ● Impolite restaurant staff in-house or on the phone, or employees using terms, of endearment such as sweetie or honey, ● Inaccurate in-house, carry-out, or delivery orders, ● Slow service or long delivery wait times, ● Pandemic-related policies, like mask requirements, To solve/handle any of the above complaints/issues, or others that may arise, the, proper method to be followed includes the following four steps:, ● Listen, ● Empathize, ● Apologize, ● Fix, 12.2 Communicating with Customers and Colleagues, Customer Service Principles, , ●, ●, ●, ●, ●, ●, ●, , ●, ●, ●, ●, ●, ●, ●, ●, , Communicating with Customers, Supervisors, Employees, Colleagues, Servers, hosts, etc, Guests, Suppliers, When a guest enters your restaurant or food service establishment, the guest, makes judgments about the business based on the appearance, grooming,, posture, and courtesy of the staff, and the appearance of the business, First impressions last, To create a good first impression:, Keep all work areas tidy, Greet guests as soon as they enter, even if seating guests is not your, responsibility, Make eye contact and smile at guests when in the dining room, Ensure that uniforms are spotless when you enter a public area, Maintain an erect posture and alert manner, Guidelines:
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● Listening: by maintaining eye contact, nodding, providing affirmations such as, “yes” or “I understand,” and asking relevant clarifying questions. Employees, should keep the speed of service and efficiency in mind but avoid making, customers feel rushed or not listened to, ● Guidelines:, ● Verbal Language: use positive language. In case something is unavailable,, focus on what they can do for the customer, rather than on what you cannot, do. Positive language and a problem-solving mindset will allow customer, service employees to give the customer a positive experience even if the, customer does not get precisely what they want, ● Guidelines:, ● Body Language: Employees must know how to read nonverbal cues and be, aware of how they deliver nonverbal cues. Use open body language when, interacting with customers. Avoid crossing arms, slouching, etc., Communicating with Colleagues, → show respect, → acknowledge colleagues with a smile or a greeting when you see them, → remember their names, → listen when they speak, listen actively and be focused, → do not make them feel uncomfortable, → show agreement when possible, say thank you often, → offer help, → ask advice, → don’t have any misunderstandings and misuse of power and authority, → be aware of the other languages and cultures in your work area, → in case of a noisy environment, don’t yell across the room to speak to a person, be, as near as possible and face them and gesture towards them so they know you are, speaking to them, Improving Communication among Colleagues, have regular employee check-ins, → have staff meals, → create a protocol for inter-staff communication, → develop non-verbal cues/shorthands between staff members for ease of, communication
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→ encourage interactive communication, → encourage regular feedback, Customer Service Principles, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , The customer is always right, Good customer service involves the entire staff, Don’t overbook reservations, Understand how restaurant tipping works, Customer appreciation, Always ask for customer feedback, Know how to handle disruptive customers, Use social media to enhance customer service, Set expectations carefully, Provide consistent products, Provide consistent service, Manage wait times thoroughly, Train staff on effective communication, Chapter-13, , 13.1 Greet Customers, Take And Process Orders, Serve Food And Beverage, Greeting Customers, When guests arrive at your hotel/restaurant/ establishment, it is, important to greet them in an appropriate manner. First impressions, matter and as the face of your business, it is your responsibility to, create a welcoming and positive image for your guests., Body language is as important as verbal communication., Hence, always start with a smile., Ensure that the smile is genuine so that the customer, knows that you are happy to see them., Address your customer with respect., Offer a welcome greeting. Refer to your customers as “sir”, “ma’am”, or, “miss”., Showing respect is extremely important. If a customer feels disrespected,, he/she will not be likely to visit your establishment again., Be polite, and be quick on your feet.
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●, ●, ●, ●, , ●, ●, , ●, ●, ●, ●, ●, , Always show enthusiasm to serve your guests. Make sure they do not, have to wait too long to be seated or place their order., At the same time, always be courteous and make them feel comfortable., Be polite, and be quick on your feet., Always show enthusiasm to serve your guests. Make sure they do not, have to wait too long to be seated or place their order., At the same time, always be courteous and make them feel comfortable, Use resources., Greeting and welcoming customers is a major aspect of the food and, beverage service industry. It determines the number of customers your, establishment attracts and the number of customers that it retains., Hosts/Hostess’ and waiter/waitresses need to be trained properly, according to standard protocols to ensure maximum customer, satisfaction and profit to the restaurant/organization., Show genuine interest, Always have a calm and positive attitude, Tone of voice should be warm and friendly, Even when you are busy, when a customer calls upon you, always be polite., Show kindness and respect in any and every interaction with customers, While greeting guests, here are some examples of what to say to them:, Welcome them: “Good morning/afternoon/evening, sir/madam. Welcome to, XYZ restaurant”, Ask about reservations: “Do you have any reservations?” (This is important to, know whether to find them a table on spot or if a table is already booked for, them), If they have made reservations, ask them for their name: “May I please have, your name?”, If their reservation is confirmed, repeat back to them: “Absolutely Mr/Ms ABC,, you have a reservation for x (number of guests)”, If they don’t have a reservation, ask: “How many will be dining this, afternoon/evening?”, ask for preferences based on availability, Ask about any special requirements, for example, if there is a child in the group, or if there are any dietary restrictions, In case the occupancy is filled and the customers have to wait for a table, be, polite and show them to the waiting area. Keep them updated regularly with, the time remaining for them to be seated. Always give the accurate time left so, that customers can make plans accordingly
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● After greeting the customer and confirming their table, you must lead the, customer to their table., ● While doing so, always ensure to lead the customer at their pace. Do not walk, faster or slower than them., ● Maintain eye contact and remain friendly., ● Upon arrival at the table, ensure that the guests find it suitable., ● While seating your guests, ensure that ladies are seated first., ● Upon being seated, hand your customers the menu for their perusal., ● In case of a fine-dining restaurant, gracefully unfold the napkin and place it on, the guests’ lap after saying “excuse me”, ● Ask if there is any beverage order (water/other drinks)., ● Wish your guests a pleasant meal and a server will be appointed to them., ● While talking to your seated guests, ensure that you are standing next to them, and looking at them., Taking and Processing Orders, Step 1: Observe your guests:, ● Be observant and use proper timings, ● Make eye contact and try to anticipate when the guests would be ready to place, their order, ● Sometimes, when guests close their menus, it’s an indication that they are, ready to order, Step 2: Approach the table, ● Approach the table and smile politely while maintaining eye contact, ● Ask if you can take their order, ● Always address them respectfully with sir/madam, ● Speak clearly and confidently, Step 3: Suggestive Selling, ● Suggest options on the menu to your guests, ● Inform the guests of the daily specials, ● Suggest other options, sauces and side dishes and appetizers and desserts, ● Be sure to describe the items with details in order to be, Step 4: Take the order, ● Note down the order along with the number of guests and the items ordered in, sequential order, ● First take the order of ladies and then men and finally the host
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Step 5: Repeat the order, ● After everything has been ordered, repeat the order back to the guests to, confirm if everything is proper or if anything should be added or removed, ● After confirming the order, smile and thank them properly, ● Inform the guests of the waiting time and pass the order along to the kitchen, , Serving Food and Beverage, Service of Beverage:, ● Beverages are served first, ● Always serve beverages from the right of the guest, ● While the guests are waiting for their meal, bread and butter must be served, immediately, ● Waiting staff must ensure that the same is replenished as soon as it is over, ● The guest should not have to ask for it, ● Before serving the food the waiters must ensure that the cover is appropriate,, should it need to be changed then it must be done before the food comes to, the table., ● This must be done discreetly, ensuring minimum intrusion and disturbance to, guest and with minimum cluttering. Food order must be announced before the, service, ● Guest of honour is served first, ● A lady in the party takes precedence over the male guest of honour, ● Ladies must be served before Gentlemen, ● Older people are served before younger ones, ● The host must be served last, ● Service of food:, ● Pre-plated service of food must be from the right-hand side, ● Once the food is placed the covers must be adjusted if the tableware is, disturbed, ● Platter to plate or silver service must be from the left-hand side, ● Service of food:, ● Service of each course should be coordinated in a manner that the guests do, not have to wait for a long time between the courses, ● Guest must be asked whether the food is up to their expectation
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● Service of food:, ● It must not happen that in enthusiasm, 3-4 people go to the guest to ask if, ‘everything is alright’! This may irritate the guest and may be an intrusion on his, privacy, ● Water and other food items must be served/ replenished as soon as it is over, ● Before removing anything from the tale, seek guest’s permission, , 13.2 Task Covers The Following: Clear Tables And Counters After Dining, Present, Guest Account, Clearing Tables and Counters, ● Ensure that guests don’t get disturbed while items are being cleared at the table, ● Leave the table clean and tidy; satisfying the guest while they remain at the, outlet, even if they have finished eating, ● Neighbouring tables have to also be clean so that it doesn’t disturb the guests, sitting nearby, ● Always ask the guest if you can clear the item before taking it, ● Always use a tray to clear items, ● Check for dirty linen, ● Don’t disturb the guest when clearing the table, ● The napkin stays on the table until guest leaves, ● Clear the table first once the guests have finished the main course, ● Clear the table for the second time once the guests have finished their meal and, have gotten up from the table, ● First, remove all flatware and chinaware, ● Let the beverage glasses remain after clearing the main course, ● Pick up one plate at a time and place on tray carefully, ● Do not overpile the tray, make extra rounds if necessary, ● In case of formal dining, once a plate is removed, replace it immediately with a, fresh plate so the table is never empty, ● Clear neighbouring guest tables quietly without disturbing guests who are, seated next to it, ● Remove all items on the table completely, ● Remove and replace table cloths at the same time
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● Prepare all items to be set in advance, ● Reset the table as per standard, , Presenting Guest Accounts, ● First ensure the guests don’t want to order anything else, ● If the guest has to go to the cash counter to pay, accompany them till the cash, counter, ● If the bill is brought to the table, first ask politely if they wish for the bill, ● Ask for mode of payment: cash/card/online payment, ● Go to the payment counter and prepare the bill according to table number, ● Present the bill to the guests inside a small folder. Present it from the left side, ● Stand beside the guest until they examine the bill, ● If the guest is paying by cash, take the folder to the payment counter and return, the balance amount, ● If the guest is paying by card, take the mobile payment device to the table for, the transaction, ● If the guest offers a tip, take it with graciousness and thank them, ● Don’t collect the tip until after the guest has left, ● Help them out of their chairs, ● Thank them for their visit and invite them to visit again, , Chapter-14, 14.1 F&B Service Equipment and Uses, Preparing for Service, F&B Service Equipment and Uses, Includes all pieces of equipment of furniture, cutlery, crockery, glassware,, etc. used by the guests and the staff in the service area., The atmosphere of the dining area from a fine dining luxury restaurant, to a popular restaurant is greatly influenced by the quality of equipment, used in F&B service. The efficiency, of the food service staff, depends on, the equipment available to carry out the work assigned to them., Types of Service Equipment:, ● Furniture
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●, ●, ●, ●, , ●, ●, ●, ●, , ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , Linen, Crockery, Glassware, Tableware/Cutlery, etc, Furniture needs to be sturdy, easy to use and easy to clean. It must also, match the decor and set the atmosphere., Indoor Furniture: Tables, Chairs, Racks, Shelves, Outdoor Furniture: Needs to be sturdy and attractive, tables, chairs, swings,, benches, etc., Fixtures: An item that is bolted to the wall/floor: paintings, sinks, television, screens, air conditioners, electrical outlets, etc., Fittings: A free standing or hanging item (on hooks or nails): mirrors, curtain, rails, lamps, paintings, Sideboards:, Foodservice personnel will not be able to extend quick service and work, efficiently without sideboards, It holds all the necessary cutlery, crockery, hollowware, menu cards, cheek, pads, accompanying sauces, and so on, that are required during service, It is also termed as a Dummy waiter, Linen:, Linen is a type of cloth woven from flax and is used for all cloth purposes in, the food and beverage industry, 137 cm X 137 cm (54 in X 54 in) to fit a table 76 cm (2 ft 6 in) square or a round, I table 1 m (3 ft) in diameter, 183 cm X 183 cm (72 in X 72 in) to fit a table 1 m (3 ft) square, 183 cm X 244 cm (72 in X 96 in) to fit rectangular shaped tables, 183 cm X 137 cm (72 in X 54 in) to fit rectangular shaped tables, Dinner/Table Spoon:, It has elongated round cup, It is used to eat main course food items, It is always paired with a fork (with four tines) of the same length or a dessert, knife, Dessert Spoon, Dessert Knife, and Dessert Fork, These are smaller than their main course peers and are used to have desserts, Tea/Coffee Spoons, These are smaller than the dessert spoon in length and size of cup
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● We use these spoons to stir tea or coffee, ● Ice Cream Spoon, ● It is a small spoon with flat rim that can help to cut the right amount of ice, cream, ● Cocktail (Soda) Spoon, ● It is a drink spoon with a long handle that helps the spoon to reach the bottom, of a tall glass, ● Butter knife, ● It has short rectangular blade that is sharp on the lower side to form an edge, ● It is useful in cutting semi-firm pieces of butter and apply them on food items, such as breads, ● Salad Spoon, ● It is always used in pair with salad fork, ● It helps mixing and serving salad efficiently, ● Serving Spoon, ● It is a spoon with large round cup designed to serve stews and rice, ● Deli (Fruit) Fork, ● Has two tines, ● It helps to pick thinly sliced food such as slices of fruits, ● Roast Fork, ● It is the largest fork, Preparing for Service, ● It has longer and stronger tines that help to hold and pick large meat or, vegetable pieces, ● All operations regarding food and beverage service need preparations by, anticipating guest arrival at any time during working hours., ● We will go over some of the basic preparations that are required, Mise-en-scene:, It is the activity of preparing the environment in the F&B Services, establishment so that the guests and the service staff find it hygienic, and pleasant., ● Open all windows and doors before working hours to let fresh air and sunlight, enter the venue, ● Ensure menu cards and promotional material are presentable
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● Remove the furniture that needs servicing and handing it over to the, maintenance department, It is the activity of preparing the environment in the F&B Services, establishment so that the guests and the service staff find it hygienic, and pleasant., ● Vacuum carpets if any, ● Switch on all lamps to check the fused ones, It is the activity of putting things in place to make the subsequent F&B, Services smooth., ● Removing all soiled linen and replacing them with the fresh ones, ● Ensuring that the side board is well-equipped, ● Replenishing condiment containers, shakers, and water jugs, ● Polishing cutlery and glassware, ● Replacing pale flowers with the fresh ones, Preparing Side Boards (Dumb Waiters):, ● Replenish containers of water, butter, other condiments, ● Place plates, bowls, tableware, glasses, etc. in the lower shelves, ● Place linens, cloths and napkins properly, ● Place cutlery in appropriate places, ● Water jugs, salt and pepper shakers, toothpick holders, straw holders, etc,, should be kept on upper shelves, Preparing Ice and Water:, ● Clean drinkable water is obtained from the water purifiers installed in the, service establishment, ● The purifiers are selected such that they can cater to large number of people, per hour, ● Crystal clear ice in the shape of large cubes can be prepared in-house if the, size of F&B establishment is large enough to install the required equipment, ● When the guests are seated, they are first served water at adequate, temperature according to the season, Chapter-15, 1. Communicate effectively with customers, ● Communicating effectively with customers, ● Communicating Online, ● Review of Concepts
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2. Engage With Customers To Understand Their Service Quality Requirements, ● Ways to engage customers, ● Understanding service quality requirements, 15.1 Checking for services used, cleaning tables and sideboards of used tableware, and waste food and beverages, ● Checking for Services used, As a restaurant server, it is always a good idea to have checklists of equipment and, services used in the restaurant. It helps to streamline operations and make work easy., A server can have an:, ● Opening Checklist, ● Closing Checklist, ● Turn on lights and music, ● Turn on your Point of Sale (POS) system, ● Sign in or punch in, ● Refill receipt paper, ● Take count of any money in the register, ● Sweep or vacuum floors, ● Remove chairs from tabletops and position them neatly around the table, ● Ensure that all chairs and tables are sturdy, ● Place table settings, ● Stock every station with clean glassware and silverware, ● Fill water pitchers, ● Reference reservations list and be aware of any special requests or other notes, regarding the upcoming service, ● Check with the kitchen about daily specials or other changes to the menu, ● Make sure bathrooms have been cleaned and restocked with essentials, like, soap and toilet paper, ● Flip the sign on your door from “Closed” to “Open”, ● Flip sign on door from “Open” to “Closed”, ● If your front door is glass, wipe it down to remove fingerprints, ● Wipe down and sanitize menus, ● Wipe down and sanitize tables, counters, booths, high chairs, booster seats, and, any other open surfaces, ● Refill condiments, salt, pepper, and sugar, ● Restock paper napkins
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●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , Place chairs on table, Empty all water pitchers, Clean and sanitize soda dispensers, Dry off all freshly-cleaned glassware and silverware, Put glassware and silverware away, Fold table linens and napkins, Take out trash, spray bins with cleaner, and replace with new bags, Wipe down and sanitize bathroom counters and sinks, Turn off coffeemaker; clean and sanitize, Tidy up the coffee station and re-stock, if needed, Print out end-of-day report, Close out the register, Sweep, vacuum, and/or mop floors, Count inventory in refrigerators, Ensure that no food is left out, Cleaning Checklist, , ●, ●, ●, ●, ●, ●, , Clean and sanitize refrigerators and dessert cases., Ensure all refrigerators and dessert cases are set to 40°F., Wipe down kitchen sinks and restock soap and paper towels, if needed., Make note of anything that the next day’s staff should know for their service, Wipe down the walls wherever there are splashes, Clean the grill, griddle, range, flattop, and fryer (make sure to get underneath, the equipment), Change the foil lining on top of the ranges, grills, and flattops, Wipe down other equipment, such as coffee makers, microwaves, toasters, and, meat slicers, Disinfect prep area surfaces with surface sanitizing chemicals, Clean beverage dispenser heads in the soda fountains, and bars should clean, the tips of the soda guns, Wash the utensils, smallwares, flatware, and glassware and let them air dry, overnight, Clean the sinks, Wash rags, towels, aprons, and uniforms in the washing machine, Refill soap dispensers and replace empty paper towel rolls, Sweep walk-in refrigerators and storage areas, , ●, ●, ●, ●, ●, ●, ●, ●, ●
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●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , Take out the trash and recycling, Disinfect the waste disposal area and clean the trash cans, Sweep and mop the floors with floor care supplies, Wipe down the walls if necessary, Sanitize the tables, Inspect and wipe down the condiments and salt and pepper shakers, Wipe down all the counters, Clean the seats and benches, Run cloth napkins, tablecloths, and wait staff aprons through the washing, machine, Vacuum the carpets, Take out the trash and recycling, Clean the interior and exterior of all the trash and recycling bins, Sweep and mop the floors, Clean and sanitize restroom surfaces, Disinfect the toilets, Wipe down bathroom sinks, Empty out feminine hygiene product bags, Take out the bathroom trash, Sweep and mop the restroom floors, Clean ovens, including the walls, door, and racks, Delime the sinks and faucets, Boil out the deep fryer, Wash and sanitize the walk-in refrigerators and freezers, Clean any anti-fatigue mats, Use drain cleaner on the floor drains, Dust and wipe down the light fixtures, Wash glass windows and doors, Disinfect the door handles, Wash behind the hotline to prevent clogs, Run cleaning and sanitizing chemicals through the coffee or espresso machine, to remove built-up grime, Clean out and sanitize the ice machine (every 6 months), Clean and sanitize the freezer, Clean refrigerator coils to remove dust, Empty grease traps
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●, ●, ●, ●, ●, ●, , Wash walls and ceiling to remove grease buildup, Wash vent hoods (every few months), Replace pest traps, Dust any decorations or wall art, Check the ceiling for cobwebs, Wash the walls, , 1. Spot Customer Service Issues, Resolve Customer Problems, ● Identifying Customer Service Issues, ● In restaurants, customer satisfaction is very important. Customer service, plays a major role in customer satisfaction., ● In this module, we will cover some of the areas of customer service, ● First Impressions:, ● → Host/Hostess behaviour: during rush hour, ● Prompt and Positive Service, ● Correcting Mistakes such as wrong orders, spillage, cold food, etc., ● Neat, Clean, Safe and Attractive atmosphere, ● It is especially important to pay attention to these customer service, issues during a rush hour time to ensure that the restaurant isn’t, overbooked., ● Slow Service, ● → caused due to understaffed/overbooked restaurant, ● → apologize to guests for the long delay, ● → have a manager touch each table to personally address the situation, and offer a comped round of drinks or dessert on the house., ● Food Not to Their Liking, ● → check if food was cold, undercooked, overcooked, spoilt, etc., ● → say, “Thank you for bringing this to our attention. I’m so sorry you, didn’t enjoy your experience. I will speak to the kitchen manager to, make sure it doesn’t happen again. If you’d like to give us another try,, we’d love to make it up to you.”, ● Order Mix up
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● → order mix ups might occur here and there, ● → take away the incorrect item and promise to return right away with, the right order, ● Delivery Arrived Cold (home delivery), ● → develop a strategy to measure the time between preparation of food, and delivery to the table, ● → make sure to use insulated food delivery bags to keep the food warm, during transport, ● Delivery Arrived Cold (home delivery), ● → develop a strategy to measure the time between preparation of food, and delivery to the table, ● → make sure to use insulated food delivery bags to keep the food warm, during transport, ● Long Wait for Delivery, ● → make sure that hosts and kitchen staff are communicating about how, long a food order will take to prepare, ● → factor in drive times and traffic, ● → in case of a delay, offer a sincere apology along with a credit for a, comped appetizer or dessert on their next order, Resolving Customer Problems, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , Rude Service, → Apologize immediately, → prevent the situation from escalating, Long Wait to be Seated or Served, → apologize for the wait, → provide accurate waiting times and regular updates, → be polite, → seat guests as soon as possible, Food Poisoning, → take the complaint seriously, investigate and find a solution, → be polite, → try to resolve the problem internally instead of allowing it to escalate, Unable to Accommodate Dietary Restrictions, → if you are unable to accommodate dietary restrictions, try suggesting, nearby restaurants or other options
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● Unhygienic conditions, ● → respond right away, ● → request that the customer email your manager to describe when and, where the incident happened, ● → ensure the customer that you’re taking every measure to ensure that, it doesn’t happen again, ● Food was Overpriced or Poor Value for Money, ● → Try to put yourself in the customer's’ shoes, ● → Don’t make excuses, but offer up useful explanations where, warranted, ●, 15.2 Task Covers The Following: Interact With Superior, Communicate With, Colleagues, , ●, ●, ●, ●, , ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , ● Chain of Command, Food & Beverage Service Manager, Ensuring profit margins are achieved in each financial period from each, department of F&B service, Planning menus for various service areas in liaison with kitchen, Purchasing material and equipment for F&B Services department, Assistant Food & Beverage Service Manager, is aware of and is tuned to all the work the F&B Services Manager performs and, carries out the same in the absence of his superior, Restaurant Manager, Managing the functions in the dining room, Ordering material, Stock-taking or inventory checking., Supervising, training, grooming, and evaluating the subordinates, Preparing reports of staff and sales, Managing budgets, Handling daily sales and coordinating with cashiers, Room Service Manager, Selecting, training, encouraging, and evaluating all junior employees, Ensuring that cultural values and core standards of F&B, department/establishment are met, Controlling labor expenses through staffing, budgeting, and scheduling
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● Handling guest complaints, ● Providing special requests, Banquet Manager, ● Setting service standard for banquets, ● Forecasting and allocating budgets for various types of events such as, conferences, meetings, etc., ● Achieving food and beverage sales, ● Controlling chinaware, cutlery, glassware, linen, and equipment, ● Handling decorations and guest complaints, Banquet Manager, ● Providing special requests, ● Purchasing required stock by following appropriate requisition procedures, ● Following up each function by receiving guest feedback and submitting it to F&B, Manager, ● Participating in departmental meetings, ● Planning and pricing menu, ● Training, grooming, and development of staff underneath, Bar Manager, ● Forecasting the daily flow of customers, ● Allocating right number of staff according to customer influx, ● Managing and monitoring bar inventory from store to bar, ● Tracking all types of drink sales, ● Allocating cleaning and tendering tasks, Food Safety Supervisor (FSS), ● a person who is trained to recognize and prevent risks associated with food, handling in an F&B Services business, ● He holds an FSS certificate, ● He is required in an F&B Services business so that he can train and supervise, other staff about safe practices of handling food, Interacting with Superiors, ● You must be able to follow instructions, ● You need to know how to ask questions, ● You should report any problems and results of your work, ● You should accurately record and give messages to your supervisor, ● You need to discuss your job performance
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●, ●, ●, ●, ●, ●, , Concentrate, Listen, Question, Write, Practice, Be respectful and punctual, , Communicating with Colleagues, ● Communication before service, ● Communication during service, ● Communication after service, ● Verbal communication: use shorthands, be to the point, start sentences with, verbs (check, refill, clean, etc), be aware of volume, ● Non verbal communication: efficient, silent, body language, gestures, eye, contact, don’t shout across the room, develop hand signals for the team, don’t, do in front of guests, keep it subtle, be alert, ● Communicating with the kitchen: keep it short, sharp, and concise,, communicate through manager where possible, address people with their, names/title, , Chapter-16, 16.1 Communicate effectively with customers, ●, ●, ●, ●, ●, ●, ●, ●, , Communicating effectively with customers, Create a good first impression, Body Language, Show respect, be polite, Active Listening, Stay focused, Be prompt and respectful in terms of service and handling complaints, Take criticism positively
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●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , An online presence can be made through, Website, Social Media (Facebook, Instagram, Twitter), Mobile App, Email/SMS through loyalty programmes, An online presence should be, Attractive, Easy to use/understand, Accurate, Inviting, Communicating Online, , Several online applications like zomato, swiggy, etc. also play an, important role in engaging and attracting customers. Therefore, it is, important to register your restaurants on such platforms and develop, your restaurant such that is gets a good rating and attracts more, customers., Especially during the COVID-19 pandemic, maintaining customer, relations online has become to most important factor in restaurant, success., It is important to constantly update your online presence and keep, viewers engaged, Engage With Customers To Understand Their Service Quality Requirements, , Ways to engage customers, ● Keep Customers Updated, → Can be done through social media, → Share customer reviews/stories, → create offers and deals that attract customers, → keep content regular and interesting, → post attractive pictures of food/beverages, ● Use Push Notifications, → Schedule when you want notifications to be sent to customers numbers, → Keep sending notifications with updates and offers regularly, → Divide your customers into different categories (lunch guests, dinner guests, etc.),, if possible and send targeted notifications, ● Reach out via email
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→ Send personalized promotions, → Make your email brief yet powerful, → Send newsletters, → Promote your brand by sharing helpful content, ● Be responsive, → Respond to emails, comments, enquiries, etc., → Set autoresponders so the customers know you care about them, → Try to send out birthday greetings via sms or email, → Manage communication efficiently, ● Invest in a professional, user-friendly website, → An easy-to-read menu with vibrant images and prices that are clearly indicated on, the menu, → Featured food items (with a short, vivid description for each item, including the, nutrition information), → Social media icons that link to your official pages, → Contact information (physical address, email address, telephone numbers), → Newsletter signup and blog, ● Be responsive, → Respond to emails, comments, enquiries, etc., → Set autoresponders so the customers know you care about them, → Try to send out birthday greetings via sms or email, → Manage communication efficiently, ● Give people positive experiences, → Be visually appealing, → Get interactive (campaigns, giveaways, etc.), → provide personalized experiences to your customers that appeal to their senses and, leave them wanting more, ● Give people positive experiences, → Be visually appealing, → Get interactive (campaigns, giveaways, etc.), → provide personalized experiences to your customers that appeal to their senses and, leave them wanting more, ● Nurture your loyal customers, → 80% of your revenue is generated by 20% of your repeat customers, → A loyalty program, → Offer special privileges to loyal customers, , Understanding service quality requirements
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Service quality is difficult to measure., There are several GAPS in service quality:, ● The Knowledge GAP is the difference in the level of expectation of the customer, and the organization’s perceptions of the customer’s expectations. In some, cases, the management fails in understanding what the customers want, ● The Standards GAP is the difference in organization’s perceptions of the, customer’s expectations and the service quality standards. The management, find it difficult to deliver services according to the customers’ expectations due, to lack of resources or other conditions which are not favourable, ● The Delivery GAP is the difference between the organization’s service delivery, and its related communication with the customer. Staff performance towards, delivery of the service plays a huge part in the customer’s perception of the, service quality. But it can be inconsistent, even though the standards are, specified. The quality of service delivery can be affected due to variability, among providers, ● The Communications GAP is the difference between the organization’s service, delivery and the communicated information about the service to the customers., This gap occurs when a firm fails to deliver the promised services. The, consequences of overpromising in that the expectations of the customers are, high and when the actual service is received, their perceptions of service quality, sink, ● Overall experience of the service is the main point of focus here. The first four, gaps form the perception of service that the customers receive whereas the, fifth gap stands for the customer’s expectations compared to their perceptions,, ie their view on the service quality, ● The GAP model is used to understand the customer service quality, requirements, , 1., Chapter-17, 17.1 Achieve Customer Satisfaction, Fulfil Customer Requirement; Communicate, effectively with customers, Achieving customer satisfaction
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Customer satisfaction is defined as a measurement that determines how happy, customers are with a company's products, services, and capabilities. Customer, satisfaction information, including surveys and ratings, can help a company determine, how to best improve or changes its products and services., Good customer service leads to repeat sales and loyal customers, but it also saves on, the costs associated with trying to draw in new customers, Listen to customers, ● In order to give customers what they want, you have to know what they want, ● Customers are more vocal than ever, ● Using modern customer service tools, companies are able to track social, conversations and address concerns immediately, Be proactive, ● Track customer reviews, ● Respond immediately, ● Be proactive in making changes and reaching out to customers, Practice honesty and manage expectations in marketing, ● One of the biggest sources of customer dissatisfaction is when a service or, product does not match up to the customer’s expectations, ● Marketing efforts should be carefully crafted so that nothing is promised that, cannot be met, Understand your customers, ● People are unique, and understanding them on a personal level is the key to, unlocking customer satisfaction, ● Through collecting and utilizing data, companies can better understand their, customers needs and wants, and address them accordingly, What can staff do?, ● Customer journey should be personalized, ● Analyze customer information, ● Cohesive communication across departments, ● Manage productivity, Factors Affecting Customer Satisfaction In Fast Food Restaurant, ● Order accuracy, ● Drive-thru performance, ● Price and value, ● Service, ● Friendliness, ● Speed
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● Cleanliness, How to Improve Customer Satisfaction In Restaurants, ● Start Files on Regular Customers, ● Add Bread Service, ● Take Online Complaints Seriously, ● Offer Prix Fixe Dining, How to Improve Customer Satisfaction In Restaurants, ● Comp Mistakes, ● Cleanliness, ● Pare Down Your Menu (Don’t make your menu too extensive), ● Seat Reservations on Time, How to Improve Customer Satisfaction In Restaurants, ● Train Your Staff in Allergy Awareness, ● Say Thank You, ● Take customer surveys and utilize the data to improve, Customer satisfaction surveys, Some questions that can be asked include:, ● Were our employees and wait staff friendly?, ● How was the speed of service?, ● Rate the cleanliness of our space on a scale from 1 to 10, 10 being the cleanest, possible., ● Would you eat here again?, ● What’s the likelihood that you would recommend our restaurant to a friend or, family member?, ●, Some questions that can be asked include:, ● How often do you visit our restaurant?, ● How did you hear about us?, ● What did you like about our food menu?, ● What did you dislike about our food menu?, ● What type of food and drinks would you like to see on our menu?, Fulfilling customer requirements, ● Do It Right From the Start
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→ Speak Appropriately, → Etiquette Matters, ● Don’t Make Them Wait, ● Fix Problems Immediately, ● Use Customer Comment Cards, ● Incorporate Technology, → Online Ordering, → Table and/or Kiosk Ordering, → Offer Free Wi-Fi, → Games at the Table, Communicating effectively with customers, ●, ●, ●, ●, ●, ●, ●, , Create a good first impression, Body Language, Show respect, be polite, Active Listening, Stay focused, Be prompt and respectful in terms of service and handling complaints, Take criticism positively, , 17.2 Educate Customer On Specific Facilities And Services Available For Different, Categories, Educating customers on facilities and services available, Customer education refers to the set of activities or processes a business puts in place, to equip customers with the knowledge & skills needed to make the most out of its, product or services., Benefits:, ● It Builds Customer Trust, ● It Reduces Complaints, ● Enhances Customer Loyalty, Chapter-18, 1. Provide Gender And Age Specific Services As Per Customers Unique And Collective, Requirements
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● Providing gender and age specific services as per customers unique and, collective requirements, ● Child friendly atmosphere, ● Menu options for children, ● Toys and games for children, ● Highchairs for babies/toddlers, ● Gender specific washrooms, , 2. Follow Standard Etiquette With Women At Workplace, Following Standard Etiquette With Women At Workplace, ● BE normal!, → Do not put them on a pedestal, → Treat them as competent workers, → Be respectful as you would to any other colleague, ● Do not use endearments!, → Do not use terms such as “honey”, “sweetie”, etc. to address women, → Address them by their names or job title, → If you wish to compliment women, do so respectfully, ● Do not make dirty jokes or forward suggestive photos, → Do not indulge in any inappropriate behaviour with women such as making crude, jokes, showing suggestive content, etc., → Look at their face and not at other parts of their body, ● Do not discriminate, → Do not exclude them from meetings/tasks/workplace events, → Do not ridicule or insult women, → Do not take over her work, ● Do not touch, ● Give a woman her space, ● Stand up for and support women at workplace, → If you see a woman being harassed by a male colleague, call him out and ensure, she is protected
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Chapter-19, 1. Secure Company’s Ipr, Respect Customers Copyright, ●, ●, ●, ●, , What is IPR?, IPR stands for Intellectual Property Rights., It is a form of intangible property., Intellectual property can consist of copyrights, patents, trademarks, and, trade secrets, etc., , ●, ● Copyrights: the exclusive and assignable legal right, given to the, originator for a fixed number of years, ● Patent: A patent is the granting of a property right by a sovereign, authority to an inventor. This grant provides the inventor exclusive, rights to the patented process, design, or invention for a designated, period in exchange for a comprehensive disclosure of the invention, ● Trade Secrets: a secret device or technique used by a company in, manufacturing its products, ● Securing company’s IPR, ● How to Protect Your Restaurant’s Intellectual Property:, ● Always be Distinctive:, ● → Be as original and innovative as you can, go with a unique name and, offer, ● → While you are thinking of a new idea, make sure that your new offer, fits well into the market and fulfills the needs of the customers, ● → make sure that there are no already existing restaurants with a similar, or same name as the one you are planning to come to up with to avoid, confusion, ● How to Protect Your Restaurant’s Intellectual Property:, ● Always be Distinctive:
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● → Once you design a unique offer/idea, you can get market your idea as, your brand and get Intellectual Property Protection so that other, businesses can’t use your idea, ● → Ensure you are not infringing on other businesses intellectual property, ● How to Protect Your Restaurant’s Intellectual Property:, ● Make yourselves aware of the Unregistered IP Rights:, ● → A few IP Rights exist automatically regardless of getting them, registered, ● → On the creation of original and innovative dramatic, artistic, or literary, work, copyright ownership arises automatically, ● How to Protect Your Restaurant’s Intellectual Property:, ● Make yourselves aware of the Unregistered IP Rights:, ● → In the business of restaurants, Copyright Protection extends to the, restaurant’s logo, and may even stretch to protect its food and drinks, menu, ● → Food and beverage recipes may be protected as trade secrets, which, shall result in providing a competitive and economic advantage to the, restaurant’s owner, ● How to Protect Your Restaurant’s Intellectual Property:, ● Trademark Registration:, ● → A trademark refers to a sign or symbol used by a business owner,, trader, or entrepreneur to distinguish his or her unique services or, products from those offered by the others, ● → It can include restaurants name, logo, a specific dish’s name, etc., ● How to Protect Your Restaurant’s Intellectual Property:, ● Trademark Registration:, ● → The trademark registration gives an individual the exclusive rights to, prevent unauthorized third parties from using the registered mark, corresponding to the products and services covered or specified in the, Trademark Application, ● How to Protect Your Restaurant’s Intellectual Property:, ● Understand the Legal Contracts you need:, ● → In the hospitality industry, it is imperative to seek legal advice and, ensure that your restaurant’s IP Rights are well-protected
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● → For the correct documentation and ownership of the restaurant’s, brand, you must assess or evaluate from the outset what IP Rights might, be engaged, ● How to Protect Your Restaurant’s Intellectual Property:, ● Understand the Legal Contracts you need:, ● → In the case of trade secrets, the restaurant’s owner must take all, suitable steps to maintain the secrecy and may even consider including, the provision of confidentiality in the chef’s legal contract or agreement, ● → In the case of any third person’s recipe protected as trade secret, the, use of non-disclosure agreements can prove to be exceedingly beneficial, ● How to Protect Your Restaurant’s Intellectual Property:, ● Be prepared to take Legal Action:, ● → In most of the cases, sending a pre-action letter proves to be sufficient, in resolving the issue; however, initiating legal proceedings may at times, prove to be necessary for protecting the restaurant’s brand and entity, Respecting customers copyright, Why respect copyright?, ● Respect for the Constitution, ● Growing Industries, ● Honoring Innovation and Creativity, ● Acknowledging Human Rights, ● How to respect copyright?, ● Request permission, ● Make original Content, ● Look for works that are licensed under the Creative Commons framework, ● Find works that have been freely available under other systems of distribution,, or items in the public domain, ● How to respect copyright?, ● Give credit to the creator whenever possible, ● Purchase stock images or other media for important projects, ● consider whether your situation falls under the principle of fair use, , 19.2 Follow Personal Hygiene Practices, Take Precautionary Health Measures
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Following Personal Hygiene Practices, , ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , Always Wash Your Hands, Wear Protective Clothing, Avoid Nail Polish, Perfume & Aftershave, Leave Accessories at Home, Tie Long Hair Back, No Smoking, Catch Your Coughs and Sneezes, Train Your Employees in Restaurant Safety Procedures, Operate Restaurant Equipment Safely, Practice Restaurant Fire Safety, Prevent Common Restaurant Injuries (Lacerations and Punctures, Burns,, Sprains and Strains, Eye Injury), Provide Your Employees with Safety Equipment, In case of any previous medical issues, provide proper compensation and, leeway, Preventions of such injuries:, Careful planning and good decision making, Identifying hazards and finding solutions, This saves lives and money by, reducing workers’ compensation claims, avoiding loss in productivity when injuries occur, improving employee morale, Occupational Health and Safety Requirements Applicable in Food and, Beverage Industry, , Job hazards can be grouped into different categories, such as:, ● Safety hazards which cause immediate accidents and injuries. For example,, knives, ovens, slippery floors are hazards that can result in burns, cuts, or, broken bones, ● Ergonomic hazards that cause sprains and strains, such as doing repetitive, tasks or heavy lifting
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● Other health hazards: additional workplace conditions that can make you sick,, such as noise, chemicals, heat, and stress, ● Remove or isolate the hazard, ● Improve work practices, ● Use protective clothing and equipment: Gloves, sleevelets, and long aprons, ● Personal protective equipment (PPE) is the last resort because it requires, proper maintenance and must fit the worker, and it depends on the worker, remembering to use it and use it correctly, ● Right to know about workplace hazards, ● Right to protection from these hazards, ● Right to act to improve workplace safety, ● Restaurants need:, ● A system to correct hazards in a timely manner, ● Training for workers about the specific hazards on their jobs before they start, work and every time a new hazard is introduced. Training must provided in a, language and manner workers can understand, ● Provide grills and other hot surfaces that have built-in guard bars, so workers, won’t accidentally touch them, ● Avoid overcrowding on the range tops, ● Set pot handles away from burners, and make sure they don’t stick out over, the edge of the range, ● Adjust burner flames to cover only the bottom of a pan, ● Don’t fill pots too full, to avoid boiling over, ● Lift pot covers back safely to protect yourself from steam, ● Use tongs to lower food into boiling water, ● Get help when moving or carrying a heavy pot of simmering liquid, ● Never leave hot oil or grease unattended, ● Use potholders, gloves, or mitts when checking food on the stove, placing food, in boiling water, or reaching into ovens and broilers, ● Never use wet material (like a damp towel) as a potholder, ● Provide knives that are the right size and type for each job, ● Provide box cutters for opening boxes, ● Provide proper storage for knives (counter racks, wall racks, or storage blocks)., ● Allow workers enough time to work safely, ● Keep knives sharp. Dull knives are unsafe, ● Never leave knives soaking in water
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● Place a damp cloth under your cutting board to keep it from slipping, ● If you are interrupted while cutting, put the knife down in a flat, safe place, ● Pass a knife to another person by laying it on a counter, or pass with blade, pointed down, Repetitive Movements, ● Install tables and chairs permanently so they don’t have to be set up and taken, down daily, ● Provide floor mats to protect against constant impact with hard surfaces, ● Rotate tasks, especially those that require using the same motion over and, over, ● Provide mechanical equipment to do repetitive tasks where possible, ● Often take a few moments to stretch, especially if you spend a lot of time, carrying loads, bending, reaching, or repeating the same motion, ● Use good posture, ● When walking or standing for long periods, use floor mats, take breaks, and, rotate tasks if possible, ● When sitting for long periods, make sure your lower back is supported, , Chapter-20, 20.1 Ensure Cleanliness Around Workplace In Hospitality And Tourist Areas, Ensuring Cleanliness in Workplace, Some high-traffic areas that should be regularly cleaned in your establishment include:, ● Front door handle/push bar, ● Equipment handles, ● Cash register and surrounding area, ● Phones and receipt or credit card machines, ● Restrooms, including faucets, flusher, toilets, soap dispensers, and doorknobs, ● Kitchen prep areas – especially before starting shifts and between orders, ● Keep Linens Clean, ● Sanitize the Refrigerator and Freezer, ● Clean Cooking Surfaces and Utensils, ● Wash Hands Correctly
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● Schedule Time for Cleaning, ● Clean Restrooms Daily, A sanitation plan has two components:, ● A list of cleaning and sanitizing agents or supplies with instructions on their safe, use and storage, ● A cleaning schedule, outlining how each item needs to be cleaned, who is, responsible, and how frequently it happens, ● Effective dishwashing ensures that all equipment is sanitary and ready for use, when required, ● Before washing, scrape dishes and pre-soak any items with hard to remove, residue, ● Never towel dry, ● Routine Equipment Maintenance, ● Personal Hygiene, , Ensuring Cleanliness in Hospitality and Tourist Areas, , ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , Essential Food Safety and Hygiene Practices Which Must Be Kept In Mind:, Wear Proper Clothing and Footwear, Keep Your Hands Clean, Ensure that the Tools and Equipment are Clean and Sanitised, Make Use of Food Safety Equipment and Metal Detectable Equipment, Having a clean hotel is one of the most important factors in gaining customer, loyalty, People prefer hotels that are known to provide a clean environment, People are concerned about hotel sanitation and cleaning that occurs before, their stay, Having a clean and hospitable environment will create a positive hotel brand, Public area cleaning, Entrance: proper and daily cleaning is required in this areas. Normally cleaning, is done at night, Lobbies: Floors in the lobbies are need to be cleaned frequently., since these, are spaces where guest interact., relax etc., Public area cleaning, Public area cleaning of waste paper bins and ashtrays at regular intervals
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●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , Flower arrangement should be done daily as a part of Public area cleaning, Glass surface and windows to be cleaned daily, Doors and door knobs to be dusters and cleaned daily, Any stain on the carpets and upholstery should be cleaned immediately, Hard floor should be mopped regularly, Public area cleaning, Front office: front office is the face of the hotel, Elevators: Elevators must be cleaned at the time of day when it is least used, Stair case: Staircase should be cleaned when there is less traffic, Public area cleaning, Guest corridor:, Carpets should be vacuumed regularly, The wall skirting should be cleaned regularly, Any finger marks on the walls should be cleaned immediately, All the wall painting should be dusted every day, , 20.2 Follow Standard Safety Procedure, Use Safety Tools, Following Standard Safety Procedures, , General Safety, ● Don’t fool around, ● Never work while under the influence of drugs or alcohol, ● Pay particular attention to moving objects, such as equipment, dollies, mixers,, and slicers, ● Walk, do not run, in the work areas, ● Stay completely alert on the job, ● Avoid back strain by lifting properly, ● Kitchen Safety, ● Don’t run, ● Focus on work, ● Be aware of all runes for kitchen equipment
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Preventing Burns from Hot Stuff: Stove Tops, Ovens, Broilers, Grills, ● Provide grills and other hot surfaces that have built-in guard bars, so workers, won’t accidentally touch them, ● Avoid overcrowding on the range tops, ● Set pot handles away from burners, and make sure they don’t stick out over the, edge of the range, ● Adjust burner flames to cover only the bottom of a pan, ● Don’t fill pots too full, to avoid boiling over, ● Lift pot covers back safely to protect yourself from steam, ● Use tongs to lower food into boiling water, ● Get help when moving or carrying a heavy pot of simmering liquid, ● Never leave hot oil or grease unattended, ● Use potholders, gloves, or mitts when checking food on the stove, placing food, in boiling water, or reaching into ovens and broilers, ● Never use wet material (like a damp towel) as a potholder, ● Provide fryers that dump used grease automatically, ● Provide fryers that lower food automatically into the hot oil., ● Use splash guards on fryers, ● Dry off wet food and brush off ice crystals before placing the food in the fryer, basket. Wet foods splatter and cause steam, ● Fill fryer baskets no more than half full, ● Raise and lower fryer baskets gently, ● Do not stand too close to hot oil, or lean over it, ● Keep beverages and other liquids away from fryers, ● Don’t strain hot oil or carry it. Wait until it is cool, ● Follow directions when adding new fat or oil, ● Cover fryer oil when it’s not in use, ● Use potholders, gloves, or mitts, ● Never use wet material (like a damp towel) as a potholder, ● Provide ovens that turn off when the door is opened, ● Check seals on microwave oven doors periodically, ● Do not use metal containers, foil, or utensils in a microwave oven, ● Open containers carefully after removing them from the microwave, to allow, steam to escape
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● Use hot pads, potholders, gloves, or mitts when removing items from the, microwave, ● Provide knives that are the right size and type for each job, ● Provide box cutters for opening boxes, ● Provide proper storage for knives (counter racks, wall racks, or storage blocks)., ● Allow workers enough time to work safely, ● Keep knives sharp. Dull knives are unsafe, ● Never leave knives soaking in water, ● Place a damp cloth under your cutting board to keep it from slipping, ● If you are interrupted while cutting, put the knife down in a flat, safe place, ● Pass a knife to another person by laying it on a counter, or pass with blade, pointed down, ● Let a falling knife fall. Step back. Warn others. Never try to catch the knife, ● Carry and store knives in sheaths or protective cases when possible, ● When cutting, tuck in fingers on the hand that’s holding the food, ● If you’re doing a lot of cutting, wear cut-resistant gloves that cover the wrists,, fit well, and have sturdy, tightly-woven seams, ● Equip large electrical appliances with machine guards, ● Keep cords, plugs, outlets, housings, and blades in good repair, ● Keep electrical outlets free of cracks and grease to avoid short circuits, ● Place electrical equipment away from water, ● Before using a machine, make sure guards are in place, ● Keep hands, face, hair, clothing, and jewelry away from moving parts, ● Keep floors dry near electrical equipment and outlets, ● Wear cut-resistant gloves, goggles, sleevelets, and arm protectors when, operating equipment, ● Designate one clearly-marked trash can for broken glass and sharp can lids, ● Store glasses, bottles, and dishware away from areas with a lot of foot traffic, ● Store glasses in racks. Don’t stack them directly on top of each other, ● Use heavy-duty plastic or metal scoops for food or ice, not drinking glasses, ● Don’t use chipped or cracked glasses or dishware, ● When cleaning up broken glass, use a dustpan and broom, ● Wear gloves and goggles if necessary when cleaning up broken glass, ● Wear gloves or use a towel when removing lids from glass jars, ● Provide enough work space to avoid collisions., ● Provide proper storage so walkways and work areas are kept free of clutter.
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● Keep electrical cords out of walkways. Have enough outlets so extension cords, are not needed, Using Safety Tools in Workplace, ● Maintain carpets in good condition, ● Lay out the dining room and kitchen without tight or blind corners to avoid, collisions, ● Have non-slip surfaces and handrails on stairs, ● Don’t move too quickly, ● Don’t carry items too tall for you to see over, ● Warn other workers when walking behind them, ● Wear non-skid, waterproof shoes with low heels and good tread, ● Lace and tightly tie your shoes, ● Don’t wear shoes that have leather or smooth soles, platform or high heels or, are open-toe style, ● Don’t wear oversized or baggy pants that could cause you to trip, ● Have non-slip stable floor mats in good condition in areas that could get wet., But remember that moving heavy mats can cause back injuries, ● Clean up spills immediately, ● Clean floors regularly so grease does not build up, ● Use a clean mop with approved floor cleaners, ● Use warning signs to keep people off wet floors, ● Provide enough ladders and footstools of the right size and keep them in good, condition, ● Have good lighting in work areas, and in delivery and storage areas, ● Set up work areas to limit the need for reaching and climbing. For example, keep, the most frequently used items on accessible shelves, ● Never use a box, cart, or other equipment to reach for objects. Use a ladder or, footstool, ● Design the workplace so workers have enough space to move safely when lifting, and carrying, ● Provide smaller bus pans and trays, ● Reduce the need for lifting and carrying. Provide hand trucks and other lifting, devices, and keep them in good condition, ● Install a garbage chute, ● Provide training in safe lifting methods
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● Train designated staff on each shift to provide first aid for burns. First aid is the, best way to minimize the damage caused by a burn, ● Make sure everyone knows who is designated to provide first aid, ● Do not apply ointments, sprays, antiseptics, home remedies, butter, or grease, to burns, ● If over 15% of the body is burned, give appropriate first aid, call police and, ambulance, , Chapter-21, , 21.1 Take Precautionary Measures To Avoid Work Hazards, , Take Precautionary Measures To Avoid Work Hazards, Injuries that can occur:, ● Sprains, ● Strains, ● Cuts, ● Bruises, ● Burns, Preventions of such injuries:, ● Careful planning and good decision making, ● Identifying hazards and finding solutions, This saves lives and money by, ● reducing workers’ compensation claims, ● avoiding loss in productivity when injuries occur, ● improving employee morale, Job hazards can be grouped into different categories, such as:, ● Safety hazards which cause immediate accidents and injuries. For example,, knives, ovens, slippery floors are hazards that can result in burns, cuts, or, broken bones, ● Ergonomic hazards that cause sprains and strains, such as doing repetitive tasks, or heavy lifting
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● Other health hazards: additional workplace conditions that can make you sick,, such as noise, chemicals, heat, and stress, ● Remove or isolate the hazard, ● Improve work practices, ● Use protective clothing and equipment: Gloves, sleevelets, and long aprons, Personal protective equipment (PPE) is the last resort because it requires proper, maintenance and must fit the worker, and it depends on the worker remembering to, use it and use it correctly, The Hazard Communication Standard:, ● Make an inventory of all the chemicals used or stored at the workplace, ● Label all chemical products, ● Obtain and make available to employees copies of the Material Safety Data, Sheets (MSDSs) for all chemicals. MSDSs give you detailed information about, the chemical, possible health effects, and how to work with it safely, ● Train all employees about the chemicals they work with and how to use them, safely, Recording and Reporting of Occupational Injuries and Illnesses is compulsory., Restaurants need:, ● A system for making sure workers comply with safety rules and procedures, ● A system to communicate with workers on health and safety matters, which, must include a way for workers to report unsafe conditions without fear of, reprisal, ● A system to identify unsafe or unhealthful conditions. This must include regular, inspections of the worksite. Supervisors must be informed of any problems, found, ● A system to investigate any job-related injuries and illnesses that occur, Restaurants need:, ● A system to correct hazards in a timely manner, ● Training for workers about the specific hazards on their jobs before they start, work and every time a new hazard is introduced. Training must provided in a, language and manner workers can understand, ● Every workplace should have a plan for handling injuries, ● Employees need to know when and how to report injuries, ● Medical Care: Paid for by your employer, to help you recover from an injury or, illness caused by work, ● Temporary Disability Benefits: Payments if you lose wages because your injury, prevents you from doing your usual job while recovering
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● Permanent Disability Benefits: Payments if you don’t recover completely, ● Death Benefits: Payments to your spouse, children or other dependents if you, die from a job injury or illness, , 21.2 Personal Protective Equipment, Achieve Safety Standards, Personal Protective Equipment, Protective equipment is used in order to limit risks and exposures to injuries or even, cut down on major injuries and fatalities., Utilizing PPE can help boost safety., ● Apron: Hot liquids and spills can be kept at bay while using an apron, ● Oven Gloves: These protect the hands of the employees who need to move hot, plates and pots and pans around the kitchen, ● Footwear: Non-slip shoes should be worn at all times, no matter the, environment, to prevent slips and falls, ● Disposable Vinyl Gloves: These protect hands from hot foods, such as chilies and, peppers during preparation that can irritate the skin and eyes, ● It’s important that employers provide sufficient protective equipment pieces, to all members on staff who are at risk of injury of any kind in the workplace., The equipment provided must be well-fitting, clean, and comfortable in order, to be used effectively and without discomfort., Achieving Safety Standards, ● Train staff in food and fire safety procedures, ● Train staff to use equipment safely and properly, ● Provide employees with high-quality safety equipment, ● Prevent common restaurant injuries including trips and slips, Chapter-22, 1. GarbageDisposal–Different Method–AdvantageAnd Disadvantages, Methods of Garbage Disposal, How to handle Food Scraps?
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● Excess bits produce, uneaten food, or expired products, ● Some restaurants choose to compost their plant based food scraps, ● Other foods, such as meat or poultry items, must be placed in the trash, How to handle Containers, ● Create a recycling program, ● Recycling cardboard, plastic, and glass containers will help you cut down on the, amount of trash that you send to the landfill, ● Improve the environmental sustainability of your restaurant, How to handle Paper Supplies?, ● Used paper towels, beverage containers, napkins, and bags, ● Paper that has not been contaminated with food can be recycled, ● Paper that has traces of food or drink will need to be thrown away, Waste Management, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , Buy Only What You Need, Use Soon to Expire Food First, Practice Stock Rotation Regularly (‘FIFO’ rule – First In, First Out), Inspect All Food Orders, Prepare The Grocery List & Menu Together, Regulate & Keep A Check On Pantry Temperature, Compost Food Waste (reduce landfill waste), Recycle Vegetable Oil, Repurpose Ingredients & Come Up with Specials, Donate Surplus Food, Sell Food On Discount (if your supplies are about to expire), Separate Food Storage Areas - Prevent Cross-Contamination, Invest In Decent Kitchen Equipment’s, Conduct A Waste Audit (identify all sources of waste, categorize the waste, build, a system for easy disposal), ● Offer Staff Meals, ● Encourage Customers To Take Leftovers Home, ● Create A Responsible Team & Teach Them The Same Ethics, , Composting
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Choose Your Type of Backyard Compost Bin, ● Open pile or a compost bin, ● Bins are neat, keep animals out, and preserve heat, ● Size and type of compost bin required depends on the amount of compost, generated by restaurant, ● Choose Your Composter Location, ● Location should be flat, well-drained, and sunny, ● Finds convenient location, ● Location should be such that it doesn’t disrupt customer experience, ● Alternate Layers, ● Start with a layer of course materials (like twigs) to allow for drainage and, aeration, ● Next layer is leaves, ● Alternate between green and brown layers, ● Add Kitchen and Yard Waste as They Accumulate, ● Continue to Add Layers Until Your Bin is Full, ● Maintain Your Compost Bin, ● Harvest Your Compost, ● Use Your Compost, Benefits of Composting, ● Enriches soil, helping retain moisture and suppress plant diseases and pests, ● Reduces the need for chemical fertilizers, ● Encourages the production of beneficial bacteria and fungi that break down, organic matter to create humus, a rich nutrient-filled material, ● Reduces methane emissions from landfills and lowers your carbon footprint, , 22.2 Food Poisoning–Causative Factors And The Precautions To Be Taken By Food, Handlers, Causes of Food Poisoning, Germs that cause food poisoning:
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● Salmonella: chicken, eggs, and milk. Salmonella is usually introduced to foods, at a processing plant or when the foods are handled, ● E. coli, ● Campylobacter, ● Shigella: vegetables, ● Listeria: raw, unpasteurized milks and cheese; ice cream; and raw or, undercooked poultry and seafood, ● Foods that are likely to cause food poisoning:, ● Raw or undercooked meat and poultry, ● Raw or lightly cooked eggs, ● Unpasteurized milk, cheese, or other dairy products, ● Seafood and raw shellfish, ● Fruits and vegetables, ● Raw flour, ● Sprouts, such as alfalfa and mung bean, ● E coli cases are often caused by food workers not washing their hands after, going to the bathroom, ● Salmonella cases commonly result from placing cooked food on surfaces where, raw chicken sat, Precautions to be taken, , ● Wash your hands thoroughly with soap and hot water before and after, preparing food, as well as after handling each different kind of food, ● Keep raw and cooked food separate at all times, ● Use separate cutting boards for raw meats and vegetables, ● Hot foods should be maintained above 140 degrees F, and cold foods should be, stored below 40 degrees F, ● Use a food thermometer and be sure to cook meat thoroughly and at, adequately high temperatures (165 degrees F for chicken and turkey, for, example), ● Refrigerate leftovers promptly, ● Avoid foods that have been kept at room temperature for more than two hours
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● Be wary of potlucks, especially involving perishable foods and in instances when, you are uncertain when the food was prepared and for how long it has been, stored at potentially improper temperatures, ● Respect 'use by' dates, , Chapter-23, , 23.1 Pest Control - Rodents And Insect Control Techniques, ● Pest Control Importance, ● Pests in restaurants not only scare off customers but cause food contamination, and spread diseases, ● Pests can enter the restaurant supply chain at any place, ● Pests destroy a restaurant’s reputation, ● Carry food-borne diseases, ● Mice, rats, flies and cockroaches, , Pest Control Methods, ● Follow very specific guidelines, ● Conduct an exterior and interior survey of your structure’s construction and, sanitation, ● Identify any problem areas that might contribute to insect, rodent, or wildlife, issues, ● Follow guidelines for the future, ● Pest control technicians should address your current infestation using, integrated pest management (IPM) principles, ● IPM Principles include installation of interior and exterior traps, pesticides, etc., ● The pest control company will continue to monitor your establishment to, ensure there is no pest break out again, ● It will take time to completely remove all the pests
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●, ●, ●, ●, ●, ●, ●, ●, ●, , Restaurant workers should follow advice from pest control company, Before pest control arrives at your establishment:, Repair any external damage to your restaurant that could’ve let the pests in, Clean all the areas where pests were sighted, Remove live plants or animals and covering fish tanks to prevent overspray, Take out all the garbage, Before pest control arrives at your establishment:, Place perishables in airtight containers or plastic, Scheduling the pest control service outside of your normal hours of operation, , Steps for Pest Prevention, ●, ●, ●, ●, ●, , Immediately remove finished plates from outdoor areas, Always keep your kitchen clean, Install traps around areas that attract insects and other pests, Regularly clean all areas of restaurant, Ensure staff report all infestations, , 23.2 Special Stress On Control Of Flies, Rats And Cockroaches, Ways to control cockroach infestation, Cockroaches are attracted to:, ● Dirty dishes in the sink, ● Crumbs on the floors or counters, ● Garbage, ● Excess moisture, ● Leftover food in empty cans or containers, ● Cockroaches enter through:, ● Cracks and crevices, ● Holes in vents and pipes, ● Hitching a ride onto items, ● Signs of a cockroach infestation:, ● Seeing cockroaches during the night or day, ● Discovering cockroach droppings or egg casings, ● Finding out that your neighbors have cockroaches
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●, ●, ●, ●, ●, ●, ●, ●, ●, ●, ●, , Smelling their distinctive odor, Set cockroach traps and baits, Use insect repellents, Keep all areas of establishment clean, Insecticides repellents, Call an exterminator, Some solutions:, Boric acid, Peppermint oil, Baking soda and sugar, Fabric softener, , Ways to control fly infestation, ● Make sure your windows, doors, and vents are sealed properly and free from, holes or other damage, ● Use a garbage can with a tight-fitting lid, and take the bag out as soon as it’s full, ● Store food properly in airtight containers, ● Don’t leave dirty dishes or glasses out on the counter, ● Don’t leave grass clippings or leaves out to decay, ● Turn off outdoor lights at night when possible. Flies are attracted to light, ● Avoid using rat poison to kill rodents, because the carcasses can attract flies, ● Find the source, ● Clean common areas, ● Use traps and baits, ● Hire an exterminator, ● Keeping your restaurant clean is the best way to avoid fly infestations, ● Clean areas under appliances and shelves nightly, ● Garbage cans should be kept tightly covered and emptied frequently, ● Doors and windows should be kept closed when not in use, ● Use screen doors, ● Inspect Produce Deliveries Thoroughly, ● Be Mindful of Moisture, ● Using a fan for strong air movement will prevent those flies from landing on, produce, other exposed food items, or surfaces and laying eggs or causing, contamination
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Ways to control rodent infestation, Signs of Rodents in Restaurants, ● Damaged food packaging, ● Gnaw marks on restaurant furnishings & equipment, ● Droppings in pantries & other areas frequented by rodents, ● Grease markings on restaurant walls, ● Noises indicating rodent activity, ● The presence of indoor nests, ● Hotspots for Rodent Activity, ● Areas where food is kept in storage, ● Restaurant kitchens, ● Ovens & other kitchen equipment, ● Supply closets & storerooms, ● Delivery areas, ● Dumpsters & garbage cans in trash disposal areas, ● Seal cracks, holes & gaps, ● Close doors & other entry points, ● Keep waste disposal areas clean, ● Clean areas where food is stored, ● Regularly trim the grass & vegetation around the restaurant, ● Train restaurant employees to recognize signs of rodent infestation, , Chapter-24
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24.1 Types Of Communication – Formal, Informal, Verbal, Written, Horizontal,, Vertical, Letter Writing, , ● Types of Communication, ●, ●, ●, ●, ●, , VERBAL COMMUNICATION, NON-VERBAL COMMUNICATION, WRITTEN COMMUNICATION, LISTENING, VISUAL COMMUNICATION, , ● Verbal Communication, Verbal communication occurs when we engage in speaking with others. It can be faceto-face, over the telephone, via Skype or Zoom, etc., Formal or informal, In face-to-face communication, non-verbal communication is equally important, ● Formal Communication, A type of verbal communication in which the interchange of information is done, through the predefined channels is known as formal communication, Also known as official communication, It is very reliable but slow as it flows through channels, This type of communication generally has a written evidence to go with it, ● There is a timely and systematic flow of information, ● However, there can be distortion due to the longe chain of communication, ● As the flow of information is through predefined channels, confidentiality is, maintained, ● The communication follows a hierarchical chain of command which is, established by the organisation itself, ● This type of communication is used exclusively in the workplace, and the, employees are bound to follow it while performing their duties, Formal communication is of 4 types:
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● Upward or Bottom-up: The communication in which the flow of information, goes from subordinate to superior authority., ● Downward or Top-down: The communication in which the flow of information, goes from superior to subordinate., ● Horizontal or Lateral: The communication between two employees of different, departments working at the same level., ● Crosswise or Diagonal: The communication between the employees of two, different departments working at different levels., ● Informal Communication, A type of verbal communication in which the interchange of information does not, follow any channels i.e. the communication stretches in all directions, It is also known as grapevine communication, It is comparatively less reliable but the speed of communication is very fast, There is usually no documentary evidence, ● This form of communication is efficient because employees can discuss work, related problems, this saves time and cost of the organization, ● However, it may lead to the spread of rumors, ● The flow of information is free and thus there is less confidentiality, , ●, ●, ●, ●, , Written Communication, Horizontal Communication, Vertical Communication, Letter Writing, , Chapter-25, , 1. Communication with Guests and Body Language, ● Communication with Guests, ● Create a good first impression, ● Body Language
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●, ●, ●, ●, ●, ●, , Show respect, be polite, Active Listening, Stay focused, Be prompt and respectful in terms of service and handling complaints, Take criticism positively, When a guest enters your restaurant or food service establishment, the, guest makes judgments about the business based on the appearance,, grooming, posture, and courtesy of the staff, and the appearance of the, business, ● First impressions last., To create a good first impression:, ● Keep all work areas tidy, ● Greet guests as soon as they enter, even if seating guests is not your, responsibility, ● Make eye contact and smile at guests when in the dining room, ● Ensure that uniforms are spotless when you enter a public area, ● Maintain an erect posture and alert manner, Guidelines:, ● Listening: by maintaining eye contact, nodding, providing affirmations such as, “yes” or “I understand,” and asking relevant clarifying questions. Employees, should keep the speed of service and efficiency in mind but avoid making, customers feel rushed or not listened to, Guidelines:, ● Verbal Language: use positive language. In case something is unavailable, focus, on what they can do for the customer, rather than on what you cannot do., Positive language and a problem-solving mindset will allow customer service, employees to give the customer a positive experience even if the customer does, not get precisely what they want, , ● Body Language, Body Language is a non-verbal form of communication., Our body language is displayed in our interactions with the people around us., It helps us to understand what the other person is thinking and feeling about our, words/actions and we are able to perceive their response to us., In our daily lives, 35% is verbal communication and 65% is non-verbal communication., Non-verbal communication includes:
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●, ●, ●, ●, ●, ●, ●, ●, ●, , Facial expressions, Tone of voice, Movement, Appearance, Eye contact, Gestures, Posture, We need to exhibit positive, cool and calm presence in front of our audience., We need to be able to communicate effectively with both verbal and non-verbal, communication, , Chapter-26, 26.1 Relevant To Own Employment And Performance Conditions, Relevant, Occupational Health And Safety Requirements Applicable In The Work,, Importance Of Working In Clean And Safe Environment:, ● Self Employment, In the morning, we saw the different licenses that are required to open your own, restaurant., ● Decide the concept of your restaurant, → This includes theme, cuisine, type of food outlet, target customers, etc., → Keep in mind your capital and budget, ● Here, we will go about the steps of opening a new restaurant in detail., ● Get Investments To Fund Your Restaurant Business, → Self-funding, → Loan, → VC/Angel funding, ● Evaluate All Restaurant Costs Involved, → Food Costs, → Labor Costs, → Overhead Costs: Rent, Interiors, Kitchen Equipment, Licenses, Marketing, etc., ● Decide The Location For Your Restaurant, → It can determine the success of your restaurant, → Identify and understand the competitors in the area, → Visibility and accessibility, → Take a No Objection Certificate from at least 3 neighbors
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● Get All Licenses Required To Start A Restaurant Business, → Refer to the licenses mentioned in the morning’s presentation, ● Get Manpower For Your Restaurant Business, → Kitchen Staff, → Service Staff, → Management Staff, → Hire the right chefs, ● Design A Stellar Menu, → A smartly designed menu can make a significant impact on your restaurant food, costs, → serve dishes that use similar ingredients, which will help you to reduce your, overall food cost and the scope of the generation of waste, → The menu also needs to be designed in a way that lures customers to spend more, ● Arrange Suppliers & Vendors For Your Restaurant, → You must have at least two-three vendors in each category, → This would help compare prices, and will also serve as a backup in case some, problem comes up with one, → The items must always be delivered in the morning and checked every day. Both, quality and quantity checks must be done at the closing time of your restaurant, ● Install Right Technology At Your Restaurant, → With new-age modern technology, the robust POS has come up with a number of, integrated features that has streamlined the restaurant operations to a great extent, Again, 5S methodology is important in maintaining the standards and operation of, your business, , 26.2 Occupational Health and Safety Requirements Applicable in Food and, Beverage Industry, Injuries that can occur:, ● Sprains, ● Strains, ● Cuts, ● Bruises, ● Burns, Preventions of such injuries:, ● Careful planning and good decision making, ● Identifying hazards and finding solutions, This saves lives and money by, ● reducing workers’ compensation claims
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● avoiding loss in productivity when injuries occur, ● improving employee morale, Job hazards can be grouped into different categories, such as:, ● Safety hazards which cause immediate accidents and injuries. For example,, knives, ovens, slippery floors are hazards that can result in burns, cuts, or, broken bones, ● Ergonomic hazards that cause sprains and strains, such as doing repetitive tasks, or heavy lifting, ● Other health hazards: additional workplace conditions that can make you sick,, such as noise, chemicals, heat, and stress, Job hazards can be grouped into different categories, such as:, ● Safety hazards which cause immediate accidents and injuries. For example,, knives, ovens, slippery floors are hazards that can result in burns, cuts, or, broken bones, ● Ergonomic hazards that cause sprains and strains, such as doing repetitive tasks, or heavy lifting, ● Other health hazards: additional workplace conditions that can make you sick,, such as noise, chemicals, heat, and stress, ● Right to know about workplace hazards, ● Right to protection from these hazards, ● Right to act to improve workplace safety, The Hazard Communication Standard:, ● Make an inventory of all the chemicals used or stored at the workplace, ● Label all chemical products, ● Obtain and make available to employees copies of the Material Safety Data, Sheets (MSDSs) for all chemicals. MSDSs give you detailed information about, the chemical, possible health effects, and how to work with it safely, ● Train all employees about the chemicals they work with and how to use them, safely, Recording and Reporting of Occupational Injuries and Illnesses is compulsory., Restaurants need:, ● A system for making sure workers comply with safety rules and procedures, ● A system to communicate with workers on health and safety matters, which, must include a way for workers to report unsafe conditions without fear of, reprisal
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● A system to identify unsafe or unhealthful conditions. This must include regular, inspections of the worksite. Supervisors must be informed of any problems, found, ● A system to investigate any job-related injuries and illnesses that occur, Restaurants need:, ● A system to correct hazards in a timely manner, ● Training for workers about the specific hazards on their jobs before they start, work and every time a new hazard is introduced. Training must provided in a, language and manner workers can understand, ● Every workplace should have a plan for handling injuries, ● Employees need to know when and how to report injuries, ● Medical Care: Paid for by your employer, to help you recover from an injury or, illness caused by work, ● Temporary Disability Benefits: Payments if you lose wages because your injury, prevents you from doing your usual job while recovering, ● Permanent Disability Benefits: Payments if you don’t recover completely, ● Death Benefits: Payments to your spouse, children or other dependents if you, die from a job injury or illness, ● Get help when moving or carrying a heavy pot of simmering liquid, ● Never leave hot oil or grease unattended, ● Use potholders, gloves, or mitts when checking food on the stove, placing food, in boiling water, or reaching into ovens and broilers, ● Never use wet material (like a damp towel) as a potholder, Preventing Burns from Hot Stuff: Deep Fryer, ● Provide fryers that dump used grease automatically, ● Provide fryers that lower food automatically into the hot oil., ● Use splash guards on fryers, ● Dry off wet food and brush off ice crystals before placing the food in the fryer, basket. Wet foods splatter and cause steam, ● Fill fryer baskets no more than half full, ● Raise and lower fryer baskets gently, ● Do not stand too close to hot oil, or lean over it, ● Keep beverages and other liquids away from fryers, ● Provide ovens that turn off when the door is opened, ● Check seals on microwave oven doors periodically, ● Do not use metal containers, foil, or utensils in a microwave oven
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● Open containers carefully after removing them from the microwave, to allow, steam to escape, ● Use hot pads, potholders, gloves, or mitts when removing items from the, microwave, ● Provide knives that are the right size and type for each job, ● Provide box cutters for opening boxes, ● Provide proper storage for knives (counter racks, wall racks, or storage blocks)., ● Allow workers enough time to work safely, ● Keep knives sharp. Dull knives are unsafe, ● Never leave knives soaking in water, ● Place a damp cloth under your cutting board to keep it from slipping, ● If you are interrupted while cutting, put the knife down in a flat, safe place, ● Pass a knife to another person by laying it on a counter, or pass with blade, pointed down, ● Let a falling knife fall. Step back. Warn others. Never try to catch the knife, ● Carry and store knives in sheaths or protective cases when possible, ● When cutting, tuck in fingers on the hand that’s holding the food, ● If you’re doing a lot of cutting, wear cut-resistant gloves that cover the wrists,, fit well, and have sturdy, tightly-woven seams, ● Equip large electrical appliances with machine guards, ● Keep cords, plugs, outlets, housings, and blades in good repair, ● Keep electrical outlets free of cracks and grease to avoid short circuits, ● Place electrical equipment away from water, ● Before using a machine, make sure guards are in place, ● Keep hands, face, hair, clothing, and jewelry away from moving parts, ● Keep floors dry near electrical equipment and outlets, ● Wear cut-resistant gloves, goggles, sleevelets, and arm protectors when, operating equipment, ● Designate one clearly-marked trash can for broken glass and sharp can lids, ● Store glasses, bottles, and dishware away from areas with a lot of foot traffic, ● Store glasses in racks. Don’t stack them directly on top of each other, ● Use heavy-duty plastic or metal scoops for food or ice, not drinking glasses, ● Don’t use chipped or cracked glasses or dishware, ● When cleaning up broken glass, use a dustpan and broom, ● Wear gloves and goggles if necessary when cleaning up broken glass, ● Wear gloves or use a towel when removing lids from glass jars
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● Provide enough work space to avoid collisions., ● Provide proper storage so walkways and work areas are kept free of clutter., ● Keep electrical cords out of walkways. Have enough outlets so extension cords, are not needed, ● Maintain carpets in good condition, ● Lay out the dining room and kitchen without tight or blind corners to avoid, collisions, ● Have non-slip surfaces and handrails on stairs, ● Don’t move too quickly, ● Don’t carry items too tall for you to see over, ● Warn other workers when walking behind them, ● Wear non-skid, waterproof shoes with low heels and good tread, ● Lace and tightly tie your shoes, ● Don’t wear shoes that have leather or smooth soles, platform or high heels or, are open-toe style, ● Don’t wear oversized or baggy pants that could cause you to trip, ● Have non-slip stable floor mats in good condition in areas that could get wet., But remember that moving heavy mats can cause back injuries, ● Clean up spills immediately, ● Clean floors regularly so grease does not build up, ● Use a clean mop with approved floor cleaners, ● Use warning signs to keep people off wet floors, ● Provide enough ladders and footstools of the right size and keep them in good, condition, ● Have good lighting in work areas, and in delivery and storage areas, ● Set up work areas to limit the need for reaching and climbing. For example, keep, the most frequently used items on accessible shelves, ● Never use a box, cart, or other equipment to reach for objects. Use a ladder or, footstool, , 26.2 Importance of Working in a Clean and Safe Environment, F&B services have direct access to guests’ health through food and beverages. The, working staff handles every food and drink item closely that the guest is going to eat., Hence, if these services do not follow proper practices of hygiene and sanitation, the
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guests might get foodborne diseases such as food poisoning, nausea, diarrhea, or, vomiting, There are three main sources of food contamination:, Physical − This is accidental in nature and is caused by employee carelessness. The, major culprits are air, dust, smoke, and dirt. To prevent this, food must be properly, covered and stored, Biological − This contamination is caused by pathogens and microorganisms such as, bacteria, molds, parasites, and fungi, Chemical − It is accidental contamination of food caused by cleaning solvents, pest, control sprays, or other chemicals used in entire food production chain. This food, contamination occurs when utensils or other tableware are not wiped dry after, washing them using cleaning liquids. It also takes place when the food is not stored, properly when pest control chemicals are sprayed, Hygiene Rules, It is said that the hygiene starts from home. Perform your daily cleanliness regime, without any excuses., Wash hands and arms immediately −, ● When you come from toilet, ● When you sneeze, blow nose, yawn, or cough covering your mouth with hands, ● After eating food, tobacco, or touching animals, ● After you touch hair, scalp, skin, or any body-opening, Wash hands with mild cleansing soap and warm water; not merely with running water., Do not smoke or eat tobacco while working., It is said that the hygiene starts from home. Perform your daily cleanliness regime, without any excuses., Wash hands and arms immediately −, ● When you come from toilet, ● When you sneeze, blow nose, yawn, or cough covering your mouth with hands, ● After eating food, tobacco, or touching animals, ● After you touch hair, scalp, skin, or any body-opening, Wash hands with mild cleansing soap and warm water; not merely with running water., Do not smoke or eat tobacco while working.
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Course Name : Food, and beverage service, steward, Competence Achievement Record - I, , Candidate, Name :, , Date :, , Practical Competencies, , Standard Evaluated, (√), , a. Menu card, b. Table setups, c. Banquets Setup, , Fire Safety, 1. Causes, 2. Fire Classifications, 3. Type of Fire Extinguishers, , Date, , Examiner Trainer GMRVF, Staff
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F&B STEWARD TRAINING PROGRAMME, Weekly Assessment-01, Choose the correct option and type the answer in the space next to the question:, 1. Grooming involves the appearance of, a) Hair, b) Nails, c) Teeth, d) All of the above, , [, , 2. For males, facial hair should be, a) Clean shaven, b) Thick beard, c) Long moustache, d) All of the above, 3. Non verbal communication includes, a) Speaking, b) Movements, c) Facial Expressions, d) None of the above, e) All of the above, f) Only b and c, g) Only a and c, h) Only a and b, 4. 5S Methodology includes, a) Sort, b) Stand, c) Stop, d) Stay, 5. Customer satisfaction is of how many forms?, a) 3, b) 4, c) 5, d) 6, 6. Which of the following is not a type of hotel?, , ], , [, , ], , [, , ], , [, , ], , [, , ], , [, , ]
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a), b), c), d), , Motel, Flotel, Boutique Hotel, Red Hotel, , 7. Pre booking of hotel room/table can be done, a) Online through website/app, b) Telephone call, c) Physically, d) All of the above, , [, , ], , 8. In case a guest that has made a reservation does not turn up, [ ], a) Save the table indefinitely, b) Give the table to someone else immediately, c) Wait for a specified amount of time and confirm if the guests are, coming before giving the table away, d) None of the above, 9. While greeting guests, the first thing you should do is [ ], a) Shake their hand, b) Lead them to their table/room, c) Smile, d) Ignore them, 10. If you are busy, always ensure to, [ ], a) Ignore customers until you finish your work, b) Be polite while interacting with customers even if you are busy, c) Get another employee to interact with customers instead, d) None of the above, 11. In order to expand seating area, the following areas can be used [, a) Outdoor, b) Rooftop, c) Basement, d) All of the above, , ], , 12. Which of the following is not a type of seating arrangement in banquets [, a) Full moon, b) Half moon, c) U shaped, , ]
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d) S shaped, 13. Which of the following is fixed equipment, a) Furniture, b) Trolleys, c) Linen, d) Tableware, , [, , ], , 14. Which of the following is a Paris Goblet glass? [, , ], , a), , c), , b), , d), , 15. Which of the following has self-service, a) Family Restaurant, b) Coffee Shop, c) Fine dining restaurant, d) Cafeteria, 16. The last person to be served should be, a) Men, b) Women, c) Children, d) The Host, , [, , [, , ], , ]
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17. Which of the following is not a service area [, a) Dining Area, b) Kitchen, c) Pantry, d) None of the above, , ], , 18. Antitrust laws are for [ ], a) Ensuring competition so that one business does not dominate the, market, b) Ensuring that restaurant businesses follow environmental policies, c) Allowing restaurants to host performances/shows in their, establishments, d) Ensuring that food standards and nutritional values are met, 19. Which of the following is not part of opening your restaurant at initial stages, [ ], a) Deciding the theme, b) Getting all the licenses, c) Hiring staff, d) Expanding your business, 20. The costs that are involved in opening a restaurant are [, a) Labour cost, b) Food cost, c) Overhead, , ]
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F&B STEWARD TRAINING PROGRAMME, Weekly Assessment-02, Choose the correct option and type the answer in the space next to the question:, 1. Qualities of a good menu include, a) Clear and simple information, b) Exaggerated pictures, c) Violating nutritional values, d) None of the above, 2. Menu Courses consist of, a) Appetizers, b) Beverages, c) Desert, d) All of the above, 3. Which of, [ ], a), b), c), d), , [, , ], , ], , the following menu types is also referred to as a fixed price menu?, Table d’hote menu, A la carte menu, Buffet menu, None of the above, , 4. Which of the following is an ice cream spoon, , a), , [, , [, , ]
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b), , c), , d), , 5. The essential difference between a cheese plate and a meat plate is in terms of, [ ], a) Diameter, b) Purpose, c) Color, d) Both a and b are correct, 6. Which of the following is used for the service of thin soups, a) Consomme cup, b) Cereal bowl, c) Any bowl/cup, d) Fish bowl, , 7. Identify the following image, , a) Escargot Fork, , [, , ], , [, , ]
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b) Deli Fork, c) Carving Fork, d) Roast Fork, 8. A waste bowl falls in the category of, a) Flatware, b) Holloware, c) Crockery, d) Glassware, , [, , ], , 9. Which of the following is used for beers, soft drinks and fruit drinks, a) Worthington glass, b) Pilsner glass, c) Flute glass, d) Martini glass, 10. Non-alcoholic beverages are of how many types, a) 1, b) 2, c) 3, d) 4, , [, , [, , ], , ], , 11. Which of the following is an Indian beverage [ ], a) Aam panna, b) Coca cola, c) Milkshakes, d) All of the above, 12. What is the correct order of steps to be followed in cleaning glassware [ ], Step 1: Load the glasses into the washing tray. Load them upside down, Step 2: Empty glassware of all their contents, Step 3: Take the cleaned glasses out of the machine and let them air dry or, handpolish according to requirements, Step 4: Wash the glasses in the machine when required or when the trays are full, a), b), c), d), , 1-2-3-4, 4-3-2-1, 1-2-4-3, 2-1-4-3, , 13. The way(s) to store linen include, , [, , ]
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a), b), c), d), , Hanging, Storage Containers, Both a and b, None of the above, , 14. An informal table setting is also known as [, a) Casual setting, b) Basic setting, c) Formal setting, d) Table d’hote setting, 15. Suggestive Selling is a part of, a) Greeting guests, b) Taking orders, c) Seating guests, d) Presenting bill, , [, , ], , ], , 16. Which of the following billing methods is used in hotels only, a) Cash, b) Card, c) Company, d) In-house Room, 17. Customer Service Principles do not include [, a) The customer is always right, b) Involve the entire staff, c) Overbook the restaurant, d) Serve consistently, , [, , ], , ], , 18. The correct order of events is [ ], Step 1: Greeting guests with a smile, Step 2: Leading guests to the table, Step 3: Asking if they have made a reservation, Step 4: Asking how many people are in the group, a) 1-2-3-4, b) 2-3-4-1, c) 4-3-2-1, d) 1-3-4-2, 19. Which of the following means to prepare the environment, , [, , ]
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a), b), c), d), , Mise-en-scene, Mise-en-place, Both a and b are correct, None of the above, , 20. Which checklist is refilling receipt paper part of [, a) Opening checklist, b) Closing checklist, c) Either a or b, d) None of the above, d) All of the above, , ]
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F&B STEWARD TRAINING PROGRAMME, Weekly Assessment-03, Choose the correct option and type the answer in the space next to the question:, 1. If your restaurant can’t cater to some dietary requirements, what is the plan, of action?, [ ], a) Refuse Customers, b) Do nothing, c) Suggest nearby establishments that may offer the required diet, d) None of the above, 2. Who is primarily in charge of ensuring profit margins are achieved in each, financial, period, from, each, department, of, F&B, service, [ ], a) Food & Beverage Service Manager, b) Assistant Food & Beverage Service Manager, c) Restaurant Manager, d) Room Service Manager, 3. Who holds an FSS Certificate?, a) Banquet Manager, b) Bar Manager, c) Restaurant Manager, d) Food Safety Supervisor, 4. An online presence can be made through, a) Website, b) Social Media, c) Email, d) All of the above, 5. Your restaurant website should include which details?, a) Menu options and services offered, b) Location, c) Customer reviews and ratings, d) All of the above, , [, , ], , [, , ], , [, , ]
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6. ____% of your revenue is generated by ____% of your repeat customers, ], a) 60, 40, b) 70, 30, c) 80,20, d) 50, 50, , [, , 7. Which GAP is the difference in the level of expectation of the customer and the, organization’s perceptions of the customer’s expectations?, [ ], a), b), c), d), , Knowledge, Standards, Delivery, Communication, , 8. Online Ordering, Table and/or Kiosk Ordering, Offer Free Wi-Fi, Games at the, Table, Which of the following best describes the above terms, [ ], a) Fixing Problems, b) Incorporating Technology, c) Customer Feedback, d) None of the above, 9. Order accuracy, Drive-thru performance, Price and value, Service, Friendliness,, Speed, Cleanliness, Which of the following best describes the above terms, [ ], a) Factors Affecting Customer Satisfaction, b) Improvements to be made, c) Both a and b are correct, d) None of the above, 10. Benefits of educating customers on facilities and services available, a) It Builds Customer Trust, b) It Reduces Complaints, c) Enhances Customer Loyalty, d) All of the above, 11. Providing highchairs for babies/toddlers is an example of, a) Providing gender and age specific services, b) Providing basic restaurant services, , [, , [, , ], , ]
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c) Both a and b, d) None of the above, 12. Following standard etiquette with women in the workplace includes, a) Being Normal, b) No Discrimination, c) Acting appropriately, d) All of the above, 13. The full form of IPR is, a) Intellectual Property Rights, b) Indian Public Relations, c) International Property Rights, d) International Public Rights, 14. IPR consists of, a) Copyright, b) Patent, c) Trademark, d) All of the above, , [, , [, , ], , ], , [, , ], , 15. _____________ is a symbol, word, or words legally registered or established, by use as representing a company or product, [ ], a) Copyright, b) Patent, c) Trade secret, d) Trademark, 16. A sanitation plan has __________ components, a) 1, b) 2, c) 3, d) 4, 17. Guest Corridor cleaning includes, a) Carpets should be vacuumed regularly, b) The wall skirting should be cleaned regularly, , [, , [, , ], , ]
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c) Any finger marks on the walls should be cleaned immediately, d) All of the above, 18. Restaurant PPE consists of [, a) Apron, b) Oven Gloves, c) Footwear, d) All of the above, , ], , 19. Which of the following means to prepare the environment, a) Mise-en-scene, b) Mise-en-place, c) Both a and b are correct, d) None of the above, 20. Which checklist is refilling receipt paper part of [, a) Opening checklist, b) Closing checklist, c) Either a or b, d) None of the above, , [, , ], , ], , Jobs in F&B service in India:, https://youtu.be/vz0H7a9TM_s, Significance of Personal Grooming Standard in Hospitality Industry:, https://youtu.be/b7BiWDk1TqQ, Grooming and its importance:, https://youtu.be/8kBFmt-fOoI, Grooming Standards for Males and Females: https://youtu.be/JhLhje-l9NM, 5S Methodology: https://youtu.be/UKhGD3UbXH4, 5S Methodology and tips: https://youtu.be/8gKJ3_Hm3dM, Introduction to f&b services: https://youtu.be/yu7nSustunI, What is a hotel? : https://youtu.be/lhFPj6vh-gY
