FBS students notes.docx

Table Reservation at a Restaurant The process of booking a seat in a restaurant entails a range of terms that can be confusing to a diner and to the untrained service staff. The following are some terminologies that may be helpful to both the person making the reservation and to the recipient of the...

Table Reservation at a Restaurant The process of booking a seat in a restaurant entails a range of terms that can be confusing to a diner and to the untrained service staff. The following are some terminologies that may be helpful to both the person making the reservation and to the recipient of the reservation request. 1. Booking To ask that a service or product is available only for you at a particular time. This is how a customer may express his desire to book in a restaurant either in person or thru the phone:  I’d like to make a booking for tonight at 7 pm. My name is (name).  I’d like to book a table for tonight at 7 pm. 2. Reservation - A synonym of booking, these words can be used similarly. - It is an arrangement made in advance to have a table available at a particular time. - It is a booking in advance for a space for a specified period of time. - is an arrangement made in advance to have a table available at a restaurant. Inquiries for table seats in a restaurant are usually expressed in the following way:  I’d like to make a reservation for tonight at 7 pm. My name is (name).  I would like to reserve a table for tonight at 7 pm. Ways reservations may be received a. Using the Telephone There should be a procedure or 'house standard' in the restaurant, which specifies the guidelines on answering telephone calls. However, as a general rule, you should always: 1. Greet the caller. 2. Identify self and position. 3. Ask the caller how you can be of assistance. For example: "Good afternoon. Thank you for calling The Quality Restaurant, Miss Sita speaking. How may I assist you?" Phone Etiquette 1. Answer the call within three rings. 2. Immediately introduce yourself. 3. Speak clearly. 4. Only use speakerphone when necessary. 5. Actively listen and take notes 6. Use proper language b. In person – the customer comes into the establishment and communicates directly with the staff. c. e-MAIL - written requests for reservation are common for group, tour, & convention business. Generally, mail request are sent directly to the reservation department of the destination property. d. Facsimile (fax) – this is another form of communication that is being replaced by technology. In today’s technology, this piece of equipment is being taken over by computer with messages sent in by email or through the internet e. Internet – on-line bookings via a website f. Third party reservations – using a reservation company to make a booking for you. 3. People The plural of person, it is used to specify how many people will be coming.  I need to make a booking for 23 people. My name is (name). 4. Non-Smoking / Smoking To say whether you want to sit in an area of the restaurant that allows cigarettes or not.  I would like a table in the non-smoking section, please. 5. Area Selection – Window / Inside / Outside  We want a table by the window if you have one.  We would like to be seated inside.  Can you reserve one of your outside tables for us, please? 6. Booth A booth is a table that has long cushion chairs around it. The chairs have backs that separate each table from one another. This kind of seating is normally found in cafes. I would like a booth, please. Fig. 1.12 7. Availability A word used to ask if there are tables that can be reserved or not.  Do you have any tables available this afternoon?  What is your booking availability for a large group of 50 people for tomorrow at lunch? 8. Booking Times What is the earliest/latest time I can make a reservation?  Please reserve a table for me at (time). My name is (name).  Do you have any times available to make a booking for tonight?  What time does the restaurant open this evening?  Do you allow bookings? 9. Special Occasions  It is our Ten year wedding anniversary next month, and I wanted to see if you have any special offers or arrangements before I booked a table with you?  Can I please reserve your best table for Friday next week? I am planning on proposing to my Girlfriend during the evening; can arrangements be made to have the ring brought to our table in a Champagne Glass? Booking a table at a restaurant is easy if you remember the most important things you need to include in your request. 1. Your Name 2. Date/ Time 3. How many people/Guest 4. Name Person/ Contact Number UNLOCKING OF DIFFICULTIES TERM MEANING Internal use documents - documents used within an establishment. External use documents - documents than either come in or are sent out to another organization. A manual reservation system To determine availability manual systems will use manual charts, calendars, booking sheets, diary, forecast boards or room rack. Processes are needed to make sure availability is kept accurate and up to date. Systems are designed to cross the days off when a product is booked out or no longer available. Systems are also available to enable cancellations to be put back into usage and to enable the customers to change the dates of their reservations. Computerized Reservation System Provides up to date "real time" information on availability at the push of a button. When a reservation is recorded the availability is automatically altered. Displays a suitable screen to input customer information and requests.  Reservation form is base document for any reservation system, whether the system is manual or automated.  Recording booking details ensure that guests will have a seat before they arrive and the cover readied in advance.  The form serves as a check-list of information collected from guest before making any table reservation in the restaurant. Confirming the reservation request: After documenting the details of a guest we need to confirm the table reservation to a guest. Confirmation is done by dispatching a confirmation letter to the guest either thru email or a phone. Guarantees in terms of deposits are oftentimes required by some restaurants especially during busy periods of operation or for large volume of food orders. Maintaining the reservation record: After confirming a table reservation to the guest, we make a reservation record for each and every booking made. There are two ways by which we can process the records: a) Documenting the original reservation: In this process we file and record the original reservation details; a printed copy is made and this is given to the reception area for reference and counterchecking upon arrival of the guests. Thus, the form is filed on the basis of date of arrival and by surname of the guest. b) Modification of reservation: Should there be any changes or modification in the reservation, we make a correction form or slip and attach this to the original one. Filing is the process of storing and arranging documents according to a particular classification. Filing can be classified, or indexed, into five categories: 1. Alphabetically – Documents filed alphabetically are filed according to the first, and subsequent letter of the senders or receivers name, or according to the type of document, such as policies and procedures. 2. Numerically – This means your documents are filed according to a number, such as a room number, account number, invoice number, or other numerical identifier. 3. Geographically – Documents are filed according to a location or designated area. 4. By Subject – Some documents cannot be filed in any other way except by their subject matter. 5. Chronologically – These documents are filed in date or time order. Most restaurants will file all their reservations in Arrival Date order, with a backup system under alphabetical order being the guests SURNAME. Direction: Read the following conversation. Pretend that you are the order taker and you are in the process of taking a phone-in reservation. After reading, fill in the blank provided below. Hostess: Thank you for calling Sakia Restaurant. How may I help you? Randy: I’d like to make a reservation. Hostess: For which day and for what time? Randy: It’s for Friday, the 24th, at 7 o’clock. Hostess: How many will be in the party? Randy: There will be seven of us. Hostess: And the name on the reservation? Randy: Johnson. Hostess: And a phone number where we can reach you? Randy: 310-555-9023. Hostess: Okay. Let me repeat back to you the information I have. This is a reservation for the Friday after next for seven at 7 p.m. Is that correct? Randy: Yes, that’s right. Can we have a table by the window in a non-smoking section? I want to be away from the kitchen, if possible. Hostess: Our restaurant is all non-smoking. We can’t guarantee a window table, but I’ll note your preference. Randy: Okay, that’s fine. What’s the parking situation at the restaurant? Hostess: We have a parking lot behind the restaurant, and we also have valet parking. Do any of the guests have special needs? Randy: I’m glad you asked. I’ll need two high chairs and four booster seats. Hostess: I’m sorry, but did you say two high chairs and four booster seats? Randy: Yes, I did. I’m taking all of my nieces and nephews out to dinner. Hostess: That sounds nice. What is Food service? -defines those businesses, institutions, and companies responsible for any meal prepared outside the home. Food and Beverage Service Establishments What Does Fine Dining Mean? Fine Dining - These are establishments that offer very high standards in all aspects of their operations including an extensive menu, good quality service, facilities and decor, service accompaniments and others. Fine dining restaurants employ a well-trained and highly-skilled waitstaff. Fine dining restaurants, also referred to as white tablecloth restaurants, are typically higher end and fancier restaurants. A fine dining restaurant has a formal atmosphere, is almost always a sit-down restaurant, and has a fancier menu than most restaurants. Fine Dining Etiquette Contrary to popular belief, dressing up isn’t the only piece of fine dining etiquette to observe. Whether you’re going with friends or business associates, keep the following in mind: Do NOT place your phone or keys on the table, as it distracts and detracts from the atmosphere; DO ask for assistance selecting the wine when you’re not an expert; Do NOT give a desired price range for wine aloud; instead, indicate a bottle of a similar price on the menu; DO make payment arrangements prior to your meal to avoid the awkward check grab at the end of the meal. In addition, napkin placement can be somewhat of a concern during a first visit to to fine dining restaurants. While your napkin will go to the left of where your plate was to signify the end of the meal, it should be left in your chair if you’re leaving the table for any reason during the meal. Casual Dining Restaurant These are food and beverage establishments that serve moderately-priced food in casual atmosphere. Casual dining restaurants usually provided table service and comprise a market segment between fast food and fine dining establishments. Café - is a type of restaurant which typically serves coffee and tea, in addition to light refreshments such as baked goods or snacks. The term "café" comes from the French word meaning "coffee". A café setting is known as a casual social environment where you can find people reading newspapers and magazines, playing board games, studying or chatting with others about current events. Specialty Restaurant These are dining establishments that emphasize on one particular food product or one type of ethnic cuisine in its menu and marketing. Bar A bar is a long raised narrow table or bench designed for dispensing beer or other alcoholic drinks. They were originally chest high, and a bar, often brass, ran the length of the table, just above floor height, for customers to rest a foot on, which gave the table its name. Cafeterias These are food and beverage establishments where there is little or no table service. Cafeterias can be a restaurant or a dining area in an institution in which guests select their food at a counter and carry it on a tray to a table available after making payment. Fast Food Restaurants These are establishments offering limited choices of popular food at reasonable prices. Fast food restaurants may be small and suited to the local area offering local delicacies while some may be part of an international chain. CUSTOMER SERVICE Customer service in foodservice operations can be defined as being a combination of five characteristics. These are: Service level: the intensity of or limitations in, the individual personal attention given to customers. Service availability: for example, the opening times and variations in the menu and beverage list on offer. Level of standards: for example, the food and beverage quality, décor, standard of equipment being used, level of staffing professionalism. Service reliability: the extent to which the product is intended to be consistent and its consistency in practice. Service flexibility: the extent to which alternatives are available, and to which there can be variations in the standard products that are offered. CATEGORIES OF EQUIPMENT The equipment required by a food and beverage service outlet can be divided into the following broad categories: a) Glassware b) Crockery c) Tableware (Flatware, Cutlery & Hollowware) d) Furniture e) Linen A. Glassware There are different types of glasses used in any food and beverage service establishment as the outlet offers various types of beverages to its clientele. The design and quality of the glassware actually reflects the quality and level of service in a restaurant. Glasses may be divided into three parts i) Bowl, ii) Base and iii) Stem. All glasses will normally have any or all the parts. Further, the glasses may be classified into following three types: a) Tumbler – A bowl without stem with straight or widened sides. e.g. high ball, juice glass. b) Footed ware – Where bowl sits directly on the foot. e.g. brandy balloon, beer goblet. c) Stemware – Glasses with all three parts where stem connects the bowl with foot. e.g. red wine glass, white wine glass, etc. All glasses must be kept clean and be free from lint or marking when presented to the guests. Storage and cleaning Drinking glasses are normally stored in a glass pantry and should be placed in single rows on thin plastic grid matting, upside down to prevent dust settling in them. Plastic racks are good for stacking and storing glasses as well as for transporting glassware’s, which cuts down on breakages. Tumblers and other straight-sided glassware should not be stacked inside one another as this may result in breakages and can cause accidents to staff. B. Crockery Crockery plays in integral role in the final décor of the outlet and it should go well with the design and furnishings of the restaurant. Crockery includes all types of earthenware and chinaware used in the restaurants. It can be classified as follows: a) Bone China: It is the finest type of crockery which is comparatively quite strong, translucent and most expensive amongst all types of crockery. b) Earthenware: It is the cheapest form of crockery available but lacks durability and chips easily. It is heavier than bone china and lacks strength. c) Porcelain: This is stronger than other forms of crockery with a high resistance of chipping. It is hard and semi translucent and hence, used in oven to table dishes. d) Stoneware: It is a natural ceramic material which is fired at high temperatures and generally a hand-crafted product. Other items of crockery required include:  consommé cup and saucer tea pot  soup bowl/cup hot water jug  platter (oval plate) coffee pot  salad crescent milk jug  egg cup cream jug  butter dish hot milk jug  ashtray sugar basin  salt and pepper pots. C. Tableware (Flatware, Cutlery & Hollowware) Tableware is a broad term which denotes Flatware, Cutlery and Hollowware. Flatware includes all forms of spoons and forks whereas Cutlery denotes all forms of knives and cutting equipment. The following are examples of specialized service equipment used in catering: 1 Asparagus holder - Used to hold asparagus spears when eating 2 Sugar tongs - Required for cube sugar 3 Pastry slice Sweet trolley – serving portions of gâteau 4 Oyster fork - Shellfish cocktail/oysters 5 Pastry fork - for afternoon tea 6 Corn-on-the-cob holders - One to pierce each end of the cob 7 Lobster pick - To extract the flesh from the claw 8 Butter knife - To serve a butter portion 9 Sauce ladle - Service for sauce boat 10 Fruit knife and fork - for Dessert 11 Nutcrackers - for nuts like almond, pistachio, etc. 12 Grape scissors - To cut and hold a portion of grapes 13 Grapefruit spoon - for grapefruit halves 14 Ice-cream spoons - For all ice-cream dishes served in coupes 15 Sundae spoon -For ice-cream in a tall glass 16 Snail tongs - Used to hold the snail shell 17 Snail dish - Dish is round with two ears, having six indentations to hold a portion (6) of snails 18 Snail forks - Used to extract the snail from its shell 19 Cheese knife - for Cheese board 20 Stilton scoop - Service of Stilton cheese 21 Caviar knife - Part of cover for caviar 22 Gourmet spoon - Sauce spoons for cover 23 Preserve spoons - Used with preserve/jam dish D. FURNITURE Furniture is one of the most important equipment of any food & beverage service establishment. Pieces of furniture define the theme and decor of the restaurants, at times enhances the ambience of the place. D.1. TYPES OF FURNITURE AND ITS USES  Tables: Normally of three types - round, rectangular and square. Usual height of the table should be 75cm from the floor level, 92 cm in diameter for round (seats 4) , 76 sq sm and 92 sq cm for square (seats 4) and 137 x 76 cm for rectangular.  Chairs: The average height of the chair, should be 92 cm. The seat should be 46 cm from the floor and 23 cm from the top of the table.  Side station / dummy waiter: The side station is also called the dummy waiter or service console. It is used by the service staff for keeping all the service equipment in one place. It is also used as a landing table for the dishes picked up from the kitchen en route to the table and the dirty dishes from the guest's table to the wash-up area. The side station should be kept clean and presentable as it can be seen by the guest. The service equipment which can be stored in a side station are: 1. Service spoon and fork, 2. Sweet spoon and forks 3. Soup spoon, tea spoon, coffee spoons 4. Fish knife and forks 5. Joint knives 6. Side knives 7. Fish plate 8. Sweet plate 9. Side plate 10. Coffee saucer 11. Under plates 12. Service salver Fig. 13. Dirty linen 14. Check pad on service plate 15. Assorted condiments 16. Ashtrays 17. Water jugs 18. Bread basket and butter 19. Hotplate 20. Trays  Trolleys: The various trolleys used in the food and beverage service outlets are: 1. Gueridon or Flambe Trolley: A gueridon or flambe trolley is a small mobile trolley that can be placed alongside the guest's table used for French Service. 2. Room Service Trolley: It is used for the service to guests in their rooms. Food is wheeled into the guestrooms with the aid of the trolley where food is kept warm in a hot case mounted onto it. 3. Dessert Trolley: This trolley has several shelves where desserts are attractively setup on the top shelf like gateaux, pastries, jellies and the likes. Bottom shelf contains the plates, cutlery, linen and other service equipment. 4. Hors d'oeuvre Trolley: This hors d'oeuvre trolley is used to carry variety of appetizers. 5. Carving Trolley: It is used for carving joints of meat at a guest's table. The steward takes the trolley to the guest table and carves out the meat as per his / her choice. E. LINEN Table linens refer to the tablecloths, napkins, skirting cloths, waiter’s cloths or service cloths and slip cloths. Linens are usually associated with fine dining restaurant setups. TYPE OF LINEN AND ITS USES Table Cloths: Table linens made from cotton or linen are not only more absorbent but also last longer. White is the most popular colour for table linens because it's considered formal. Table cloths should be large enough to cover the top as well as a portion of the legs of a table without interfering with the guest's comfort while he is seated at the table. The size of the tablecloth varies according to the size of the table it is required to cover. Usual size of a square table cloth good for 4 is 137 cm x 137cm ( 54 in. X 54 in). Other naperies for service are:  Slip cloths or napron - used as protector from spillage  Napkins or Serviettes - a rectangular cloth or paper for wiping the mouth while eating. Dimension is between 46 to 50 sq. Cm.  Buffet Table Cloths - for dressing a long table usually 2m x 4 m. **** 5th module to be discussed. Food and Beverage Service – Preparation Imparting an out of the world meal experience requires a lot of preparation beforehand. Food and beverage businesses work to bring out the best possible experience for their guests and customers to achieve maximum customer satisfaction. All operations regarding food and beverage service need preparations by anticipating guest arrival at any time during working hours. Mise-en-scène 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. To prepare the environment, the staff carries out the following activities: 1. Opening all windows and doors before working hours to let fresh air and sunlight enter the venue. 2. Ensuring menu cards and promotional material are presentable. 3. Removing the furniture that needs servicing and handing it over to the maintenance department or any outsourced agency. 4. Vacuuming carpets if any. 5. Switching on all lamps to check the fused ones. Mise en place It is the activity of putting things in place to make the subsequent F&B Services smooth. The serving staff carries out the following duties: Removing all soiled linen and replacing them with the fresh ones. 1. Ensuring that the side board is well-equipped. 2. Replenishing condiment containers, shakers, and water jugs. 3. Polishing cutlery and glassware. 4. Replacing pale flowers with the fresh ones. Preparing Side Boards (Dumb Waiters) It is a piece of furniture with numerous compartments and shelves to keep condiments, water jug or bottles, cutlery, food platters, and linens. Side boards are allocated for every station. To prepare the side boards, the serving staff must place: 1. The replenished containers of water, butter, and condiments. 2. The dinner plates, side plates, glasses, mugs, and fingerbowls in the lower shelves. 3. The linen, napkins, and dolly papers neatly and stalked. 4. The cutlery in the appropriate sections separately according to the type. 5. The condiments containers and shakers, water jug, butter dish, toothpick holders, straw holders, on the upper shelf or board. A. Prepare waiter’s station The main purpose of a waiter’s station is to provide the service staff with a location on the floor from which they can work. Items commonly found at a waiter’s station will reflect the service to be provided and can be expected to include:  Menus and wine lists  All main types of cutlery – usually held in drawers  Service plates, cups and saucers  Napkins  Service trays  Salt and pepper shakers  Sugar bowls  Docket books and pen or electronic equivalents  Toothpicks  Condiments – sauces, Tabasco, mustard, extra butter  Spare glassware. Prepare cutlery A common procedure to polish cutlery is as follows: 1) Separate the cutlery into the different types 2) Take a handful of cutleries, holding it by the handles, and dip the ends into a bucket full of hot water and lemon 3) Using a clean, lint-free cloth, polish the service end of the cutlery 4) Continue this procedure until all cutlery is polished 5) Place the cutlery, handles up, in the service position, either on a table or at the waiter’s station. Polished cutlery should always be placed on an under-plate to be taken to the table for set up 6) Do not touch the top of the item that goes into the customer’s mouth. Certain cutlery items must be cleaned and polished according to manufacturer’s instructions. Prepare glassware  Usually, wine glasses and water glasses are set on tables in the room and it may be the waiter’s responsibility to do this, ensuring the glassware is clean of marks, chips, cracks and lipstick.  Hold up to light and check for water marks.  The restaurant glassware should be polished before going onto tables. This is achieved by placing a glass over a bucket of hot steaming water and then polishing with a lint-free cloth.  Clean glassware should always be handled by the stem to avoid finger marks on the bowl and placed upright on a tray to be taken to the table for set up.  Many types of glassware exist but it is the responsibility of the bar staff to determine what is used for which drink. Glass can be plain or decorated.  Variations in glass types are available for: Beer glasses Wine glasses – still and sparkling All-purpose glasses for soft drink, fruit juice, long mixed drinks, short mixed drinks, shots, straight nips/spirits served on ice Cocktail glasses Liqueur glasses and fortified wine glasses Carafes for the service of house wines to table Jugs for beer, soft drink and mixed drinks Irish coffee/liqueur-spirit coffee mugs. Prepare salt and pepper shakers  Before each shift, salt and pepper shakers must be checked to ensure they are clean and filled appropriately.  Blocked holes should be unblocked. This can be done with a toothpick.  The exterior of the shakers must be clean, and the tops free from residual salt or pepper. A few uncooked rice grains are sometimes added to salt shakers to absorb any moisture that may get into the salt.  Check the tops of the shakers are firmly in place as some customers take delight in loosening them to the extent that the next person who uses them will find the top comes off and their meal is covered in salt or pepper! Prepare condiments  Condiments are served with a meal to enhance or complement the flavor.  From the perspective of preparing for food and beverage service, the preparation of condiments is confined to the preparation of „proprietary‟ condiments. These are the bought-in, pre-prepared condiments that all venues use.  They need to be prepared before service and, where appropriate, covered.  Some establishments prefer to serve their condiments in the original bottle, so it is important for that to be checked for cleanliness as well, especially around the neck and the cap.  Condiments include: Tomato and barbecue sauce Sweet chilli/ chilli sauce Tabasco sauce and mustard Soy and fish sauce. Clothing Techniques Clothing a table With clothing a table (that is, laying a tablecloth on a table), it is important that you use the establishment-approved method. The following points in laying a cloth should be observed: Never let the cloth touch the floor, and handle the cloth as little as possible Make sure the cloth is laid the right side up. Check the hem to identify which is the right side if you are in doubt The overhang should be equal all the way around the table. Cloths come in various sizes and you must use the right size cloth for each table \ On large tables it is usual to use more than one cloth. The industry standard is that the overlap of cloths runs away from the main entrance door to enhance presentation by „hiding‟ the join or overlap Creases in clothes should also run away from the door where possible Try to use the cloth to cover the legs of the table where possible, making the dining area more attractive. Tips for setting a table The following provide guidelines that may be adopted when setting a table. Check with individual house requirements and follow those where they differ from the following: Use the chair as a guide to center the cover Side plates should always be placed to the left of the fork Knife blades should always face left Sufficient space should be left between the knife and fork for the meal to be placed down. This is approximately 25 – 30cms depending on the size and shape of the main course plate Entrée cutlery should always be placed on the outside of the main course cutlery In a la carte dining, the dessert cutlery should be placed where the main course knife is usually positioned Wine glass should be placed directly above the main knife.  After the table setting has been completed, step back and look at the overall impression. It should look attractive, balanced and uniform.  When setting tables ensure that all crockery, cutlery and glassware used on a table are the same. There should never be a „mix-and-match‟ of items from different canteens of cutlery or patterns of crockery.  For breakfast settings, a coffee cup is placed where the wine glass is usually positioned. Preparing the Table Principles of Preparing Covers Each table cover needs space of 24 to 30 inches wide. Crockery and cutlery must be placed 2 inches away from the edge of the table. Knives are placed on the right of the dinner plate whereas forks are placed on the left. Butter knife is placed on the side plate. The cutting edge of the knives must be towards the plate. Table napkin must be neatly folded and placed on the side plate. Setting Table for Casual Dining This table setup is required for informal events like holiday parties and family gatherings. Casual dining can contain multiple courses and service staff offers or serves second rounds of helping when a guest request for it. This table setup appears as follows: Setting Table for Formal Dining This type of table setup is required for formal events like corporate lunch or dinner, or a wedding party. The formal dining contains multiple courses and second helpings are not offered. This table setup looks as follows: Preparing Ice and Water Ice and water are the preliminary requirements of any food and beverage service establishment. 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. The ice can also be purchased from an outsourced ice-making business and stored in the freezers. When the guests are seated, they are first served water at adequate temperature according to the season. Setting Up the Furniture and F&B Service Equipment Setting up the furniture and F&B equipment is one of the major tasks involved in preparing the service area. The following measures should be observed when setting up the furniture and equipment: Determine additional setup for special occasions. The physical setup of most establishments is made permanent. However, several instances will require you to prepare additional arrangements for special occasions such as setting up the buffet table and promotional devices. Doing so requires you to be familiar with the floor plan. A floor plan shows the manner in which the tables are arranged in the restaurant area. The following are also common factors that should be considered when setting up additional service requirements: 1. Shape and design of the room 2. Immovable objects (Staircases, Waiter’s stations) 3. Shapes and sizes of furniture and equipment 4. Emergency exits and doors 5. Ease of movement for guests and personnel 6. Location of bar and toilets Check and clean the furniture. The cleanliness of the tables and chairs and the comfort of sitting in the dining area has a huge effect on the overall dining experience. Dining room furniture must be well-maintained. The following are some measures to undertake to make sure that guests will return to your restaurant: 1. Use the appropriate cleaning material to wipe the furniture. 2. Make sure that tables are clean and dry before making it available to guests. 3. Clean chairs regularly to prevent small crumbs from building up. 4. Avoid using abrasive cleaners and products such as sandpapers and brushes with hard bristles. 5. Examine the furniture regularly and report defects to the appropriate personnel. Prepare the equipment for service. Various machines are used depending on the range of service provided by the restaurant. Below are some steps to follow to make sure that equipment will function well in the course of the food and beverage service session. 1. Clean and use all equipment according to the instructions provided by the manufacturer. 2. Items that are not clean, unsafe or are showing signs of malfunction should be removed from service and reported to the appropriate personnel. 3. Turn on machines that need to be prepared before the service starts. 4. Beverage dispensers should be inspected regularly to make sure that they are clean and in good condition. Check furniture for stability Tables and chairs must be checked for stability before customers arrive to ensure that they do not pose a danger to customers, and to ensure they are not annoying when the customers are seated at the table. Occupational health and safety laws impose a legal requirement on premises to take care of the welfare and safety of their customers. The common law concept of „duty of care‟ also requires businesses to take whatever action is necessary to avoid causing foreseeable harm to them. Dietary Requirements Some guests or customers might have specific dietary requirements. The common dietary-related requests as follows: 1. Vegetarian requests – this is a common dietary-related request and can include:  Lacto-ova vegetarians/Ova-lacto vegetarians – these are the majority of ‘vegetarians’: eats dairy foods and eggs as well as plant foods. They do not eat the following: Meat, Poultry, Fish  Lacto-vegetarians – eats dairy foods and plant foods. They do not eat: Eggs, Meat, Meat, Poultry, Fish  Ovo-vegetarians – eat only eggs and plant foods. They do not eat the following: Dairy foods, Meat, Poultry, Fish  Pescatarians – people who eats fish but do not who do not eat: Meat, Poultry, Animal Flesh Vegans or Strict Vegetarians – eat only plant food and products. They do not eat any: Animal food, Eggs, Dairy products 2. Requests for low-salt meals 3. Requests for low-sugar/no sugar meals –for diabetics 4. Requests for lactose-reduced milk – for those who are lactose intolerant 5. Requests for gluten-free food – from patrons who have celiac disease 6. Requests for a macrobiotic diet – for those who are especially health-focused they will request unprocessed vegan foods, no oil and no sugar. Cultural and Religious Food-Related Needs: There will also be times when you will encounter guests of other nationalities and religions since you will be working for the hospitality industry which caters to all types of guests. Sometimes, guests will have restriction in food in relation to their religion some of them are as follows:  Christian guests  For most Christians, eating habits are not affected, though some will be vegetarians, and some will refrain from eating meat in Fridays.  Some sects, for instance, Mormons, have may rules and restrictions regarding eating and drinking, for example, complete abstinence from tea, coffee, alcohol, and an emphasis on wholesome eating. Jewish guests - Jewish dietary laws are known as “Kashrut”, and are among the most complex among all religious food practices. The term “Kosher” or “Kasher” meaning food deemed by them to be ‘proper’ according to Biblical beliefs and laws. Many Jewish people practice some or all of these restrictions in various degrees.  Fish is acceptable as long as it has fins and removable scales.  No pork and shellfish.  All animals with split hooves and which chew the cud (including sheep and cow)  Domestic birds (chicken and turkey)  Refrain eating meat and dairy products at the same meal.  No wine, unless it’s kosher wine.  All meat has to be prepared by a qualified kosher butcher (Shochet)  If meat was eaten in the same day, one must wait 6 hours before consuming dairy products.  Special requirements also apply to the equipment used (that is, making it kosher), including special cleaning techniques and resting periods between usage. Muslim guests - This religion has various food restrictions according to their own dietary laws, which are “Halaal” – that is, food which is allowed or lawful.  Carnivorous animals are not accepted.  All pork and pork products are totally forbidden.  Sea animals which do not have fins and scales are considered undesirable by some Muslims.  Alcohol in any form is not permitted.  Permissible meat other than meat cane be eaten if it is prepared in the correct way (Halaal).  These products should be avoided: Lard, gelatin, Rennet, Whey, Vanilla extract (some vanilla extracts have 50% alcohol)  Utensils should be separate for Muslims, there should be no contamination of Halaal and non-Halaal.  Hindu guests  Hindus have a great respect for food and the way it interacts with other aspects of day-to-day life.  While they are not total vegetarians, they do not eat much meat as they regard the killing of animals for food as bad karma.  They are non-beef eaters since the cow is sacred to them.  They generally shun spicy foods, mushrooms, garlic and onions, but will eat other genuine vegetarian dishes which are not bitter, sour or salty.  Hindu guests  Hindus have a great respect for food and the way it interacts with other aspects of day-to-day life.  While they are not total vegetarians, they do not eat much meat as they regard the killing of animals for food as bad karma.  They are non-beef eaters since the cow is sacred to them.  They generally shun spicy foods, mushrooms, garlic and onions, but will eat other genuine vegetarian dishes which are not bitter, sour or salty.  Buddhist guests  Strict Buddhist are vegetarians and their dishes vary sinc e many live In India and China.  Sikh guests  The Sikhs do not have many strict rules regarding food but many are vegetarians Carrying Trays and Placing Food on the Table Tray Handling is an important skill that is needed to be practiced and mastered by a food server. Transferring and placing food on the dining table should be done with precision and care. The following are the guidelines in handling and carrying tray: 1. Never load more than you can carry – 2 trips are better than 1 accident. 2. Before loading, check that the tray is clean and dry 3. Place heavier items at center of the tray or on the side closest to your body 4. Lay tall glassware down and away from the edge of the tray 5. Lay condiment bottles flat on the tray 6. Carry the tray at waist level. 7. Carry the tray with your left hand and serve beverages using your right hand, right foot forward. 8. Don’t only use your fingers but also use your palm of the hand to grip the tray to support your shoulder to carry the load. 9. Don’t move the tray or hand only but move your whole body when you need to turn. 10. Follow workplace traffic guidelines, such as saying, “behind you” or “excuse me” when walking behind a team member. 11. Use your free hand to clear your path of obstructions, such as to open doors. 12. Be more careful while carrying hot foods. 13. Do not set trays directly tables. How to Carry a Large Tray / Oval Tray Handling oval trays are more difficult than handling round bar trays and rectangular trays. It requires more strength and care. You need more practice to do it. Here are the guidelines in carrying an oval tray: 1. Your body should be parallel with the tray stand. 2. Bend your knee as if you are about to kneel. 3. Balance the tray. Then, slide the tray on to your shoulder and use the palm of your hand under the heaviest part to hold your tray. You normally put the tray on your left shoulder so that your right hand is free to control the tray. 4. Your arm (elbow to wrist) should be at the right side of the tray. 5. Use your legs to stand up to give you the strength to lift up the tray. Use your right hand to control and support the tray. 6. Try to handle the load by your hand, legs and hip do not take load on your hip which may cause back pain. The word "napkin" is derived from the French word “naperie” which means “household linen.”. The use of table napkins in the food and beverage service started in the year 1400 on royal events. Back then, the napkins that they use were made from warm and perfumed pieces of cloth. Table napkins serve two purposes: First, to wipe the hands and the mouth of the guests or to protect guests from spillage and collect crumbs; And second, to decorate the table for a more pleasing table setting reinforcing the color scheme or adding a secondary color. There are a lot of materials that can used for napkin fabrics but it is best to use cotton or linen. Guidelines for Preparing Napkins Below are some of the measures you must observe when preparing table napkins.  Table napkins should be freshly laundered and well pressed before use.  Napkins should not have rips, holes or any torn parts.  Make sure to check the napkins to be free from any stains and other dirt.  Napkins should be starched to make them sturdy and easier to fold.. Napkin Folding Techniques