Fundamentals in Food Service Operations PDF

1  TABLE RESERVATION  is an arrangement in advance to have a table available at a restaurant. Answering the phone: Wish the caller as per the time of the day Acknowledge a reservation request Take the table reservation details Check the reservations book Return to the caller Offerin...

1  TABLE RESERVATION  is an arrangement in advance to have a table available at a restaurant. Answering the phone: Wish the caller as per the time of the day Acknowledge a reservation request Take the table reservation details Check the reservations book Return to the caller Offering an alternative if the table is not available Confirm the details Say goodbye Reconfirm restaurant table reservation  PREPARE SERVICE STATIONS The main purpose of a waiter’s station is to provide the service staff with a location they can work. Items commonly found at the waiter’s station: Menus and wine lists All main types of cutleries – usually held in drawers Service plates, cups and saucers Napkins Service trays Salt and pepper shakers Sugar bowls Toothpicks Condiments – sauces, tabasco, mustard, extra butter Spare glassware  WELCOMING THE GUEST Table courtesy: Be polite and well-mannered on all occasions towards the guests during food service.  Good posture and body language  Greet and check reservations  The greeting on the arrival  Simple observation on special needs customers  Seat the guest  Further actions and various other rituals  TAKING ORDERS Taking food and beverage orders.  Presenting menus and drinks lists  Asking questions Basic food and beverage questions  Giving general information on food and beverage  Describe specials  Make recommendations  Check customers preferences  Confirm orders  Adjust settings/covers to reflect menu items selected  Relay information properly  BAR AND BEVERAGES Beverages play an important role in accompanying food. Beverages also enhance flavor of main dish and help to cleanse the taste buds in between bites, and complement the dish. Hot beverages such as hot tea or coffee, and hot chocolate are prepared in the kitchen and generally served from the kitchen pantry. Cold beverages such as mocktails and alcoholic beverages such as spirits, liquors, and cocktails come to the guests tables from bars. Types of Bars A bar is a place where non-alcoholic and alcoholic beverages are served. It is equipped with a back bar with necessary equipment such as bar tools, and glassware to serve the beverages. The customers sit on tall push-down chairs around the counter. The barmen or barmaids commonly known as bartenders prepare drinks and serve them to the customers. There are some typical types of bars − Public − It is a bar in a public house which is open for public and not exclusive. Service Bar − It is for the staff. Portable − They are compact bars easy to set up for off-premise catering. Mini − It is a private bar located in VIP rooms, suites, or penthouses of the hotel. Bar Tools The following tools are necessary to serve beverages from bar: Bar Linen and Cocktail Napkins − They are used to save work area from any mess while pouring the beverage. Pouring Spouts − They make smooth serving of beverage apportioned equally into the glasses. Juice Containers − They are useful to save bartending time by keeping most demanded juices handy. Cocktail Shaker Tins − They are suitable for mixing the ingredients of cocktails and martinis well. Short Shaker Tins − They are used to shake small amount of drinks efficiently. Drinking and Alcohol Intake Cocktail Strainer − It is used to sieve cocktails before serving. Corkscrew or Wine Opener − They are used to open corks of wine bottles. Bottle Opener − They are used to open caps of bottled beverages. Jigger − It is an alcohol measuring two-sided cup. Lemon Zester − It is used for cutting lemon zest. Bar Spoon − Also called muddler, is used for mixing beverages briefly. Masher − It is used to mash ingredients to help release oils and flavors effectively. Drinking and Alcohol Intake Verifying Legal Drinking Age The legal age of drinking alcohol is different in different countries. When the customer looks underage, the beverage serving staff is compelled to ask for the customers driving license or any reliable identity card from a well-recognized institution as a proof of age before serving the alcohol. Cutting off Alcohol Service The bartending staff needs to cut off alcohol service if the customer is on the way of binge drinking and seems not able to handle it. Refusal of alcohol service should be − Executed professionally by speaking firmly and clearly with the drunk/under-aged customers. Denied quietly without notifying other customers.  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. To prepare the environment, the staff carries out the following activities − Opening all windows and doors before working hours to let fresh air and sunlight enter the venue. Ensuring menu cards and promotional material are presentable. Removing the furniture that needs servicing and handing it over to the maintenance department or any outsourced agency. Vacuuming carpets if any. 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. 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 Side board 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 − The replenished containers of water, butter, and condiments. The dinner plates, side plates, glasses, mugs, and fingerbowls in the lower shelves. The linen, napkins, and dolly papers neatly and stalked. The cutlery in the appropriate sections separately according to the type. The condiments containers and shakers, water jug, butter dish, toothpick holders, straw holders, on the upper shelf or board.  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.  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.  TABLE SETTING 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. 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 requests for it.  TABLE SETTING Setting a Buffet Table This set up is required for catering to large groups of people. Buffet table setting can be done in numerous ways depending upon the size and shape of the place, the menu, and the number of guests. The food items are placed in a sequence from lightest to heaviest, starters to desserts, or coolest to warmest. Cutlery is placed on the guest tables. Glasses, cups, and saucers are placed on a separate table to avoid congestion. Table decoration pieces are placed such that they do not interfere with the food items. Plates are stacked not more than 15 plates per stack. Paper napkins are placed between the plates.  TABLE SETTING  refers to the layout in which the utensils and ornaments are positioned. American service – this Russian style table settings setup ensures that each – are formal settings used for guest has enough room to banquets, formal dinner use the utensils events and in many fine appropriately. dining restaurants. Water goblet Water goblet Champagne flute Bread & butter Bread & butter knife & plate knife & plate Red wine glass Cup & saucer White wine glass Cup & saucer w/ teaspoon Salad Dinner plate fork Dinner spoon Dinner Soup bowl Dinner knife fork Dinner fork Salad plate Dinner spoon Show plate Dinner knife Fish fork Fish plate Salad spoon Salad fork Dinner plate Soup spoon Show plate Seafood spoon & fork  TABLE SETTING Preparing Condiments The condiments are kept according to the theme of the F&B service. For example, if the establishment is serving Italian food, the staff needs to prepare shakers of dried herbs, salt, and pepper flakes. In European restaurants, they typically keep salt, sugar, and pepper as basic condiments. When the guests leave the tables, the serving staff needs to check the condiment containers and replenish them if required.  TABLE SETTING Napkin Folding Today, there are large varieties of napkins available in different colors and materials. Paper napkins are used majorly for informal dining whereas for formal dining, linen napkins are preferred. Napkin can be folded in a number of attractive ways. They can be shaped as a flower, a character, or some object. A well-folded and well-placed napkin on the plate grabs the attention of the guests.  PREPARE NAPKINS  The word "napkin" is derived from the French word “naperie” which means “household linen”. Table napkins serve two purposes: To wipe the hands and the mouth of the guests or to protect guests from spillage. To decorate the table for a more pleasing table setting. Common Napkin Folds: - Pyramid - Candle - Birds of Paradise - Crown - Bishop’s Hat - Goblet’s Fan - Rose Bud - Fan - Sail Boat - Rose  FOOD PRESENTATION Presentation of a food or beverage is equally important as its recipe as the other senses are stimulated through sight and aroma. A well-prepared dish is complete only when it is presented with beautiful garnish in an appropriate food container or platter. The serving staff must follow the basic guidelines for food presentation − It must be presented at the required temperature. It must be presented according to the serving size. It must be presented in appropriate hollowware of suitable size. It is also recommended to serve food with the right garnish that adds to the catchiness of the dish. The garnish in contrast color is quite appealing. The garnish or accompaniment should not overshadow the main food.  BEVERAGE PRESENTATION Beverage presentation gains a lot of importance in todays world. Beverages taste good if they are presented at the temperature at which they are meant to have. Right from selecting the appropriate service glassware, creating various pleasant color schemes of the ingredients, and serving the beverage with creative ideas pays. For example, the coconut water from a tender coconut can be served in the neatly cut and clean tender coconut itself from which it is taken out. Also, mocktails or cocktails can be presented with straws and slices of fruits in different shapes and colors. STANDARD OPERATING PROCEDURES (SOPs) Laying Out a Guest Table The procedure is as follows − 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. STANDARD OPERATING PROCEDURES (SOPs) Formal Dining Table Layout For a formal table setup, place the tableware as follows: 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. STANDARD OPERATING PROCEDURES (SOPs) 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. STANDARD OPERATING PROCEDURES (SOPs) Handling the Telephone Calls The staff members who handle the telephone calls must be thoroughly aware of the work system. The procedure for handling calls is as follows − Always answer the phone call promptly, within three rings. If it takes time to answer, apologize to the customer. Speak with the caller attentively by avoiding any distractions around. Always inform the caller before transferring his call and putting him/her on hold. STANDARD OPERATING PROCEDURES (SOPs) Always talk politely and respectfully to the customers by addressing women as Madam and men as Sir. Ensure that you solve all the customer queries before terminating the telephonic conversation. Speak clearly with a cooperative tone; do not speak loudly. Avoid domain jargons and informal words such as Yup, hang-on or yeah. Instead, use formal words such as absolutely, please wait, Yes, etc. Always end the phone call by saying, Thank you for calling (sir/madam)!.  SOPs IN TAKING THE ORDER Taking Orders on Phone While taking orders on phone, the visual channel of communication is absent. Hence the staff needs to listen to the caller attentively while taking order on the phone. Answer the customers call immediately and take the communication further cordially by saying, Good (morning/afternoon/evening), I am (own name); How can I help you? Pay a complete ear to the customers requirement of food, beverage, table reservation, or any specific requirement. Note down the order details on a notepad.  SOPs IN TAKING THE ORDER Inform the customer about time estimation of delivery if it is home delivery order. If it is table reservation, confirm the timing of customers arrival and the total number of persons to the customer. Repeat the order to the customer and take his confirmation. Ask for the address or confirm the address and contact number if it is already in the database. End the conversation by greeting the customer and assuring him the best service. Hand over the order to the kitchen staff. Inform the delivery staff member in case of home delivery. Inform the service staff members to prepare a table for the given number of persons and the occasion in case of table reservation.  SOPs IN TAKING THE ORDER Taking Orders at the Table This takes place when the guests are already seated. Ensure that the guests are seated comfortably. At the start, offer them welcome drink if any or chilled water. Offer them food and wine menus. Greet the guests and ask them courteously, What would you like to have, (Sir/Madam)? Note down the order carefully.  SOPs IN TAKING THE ORDER Confirm which variant of the food or beverage they wish to have; if there are multiple variants of the same food item. Help the guests by suggesting the beverage or side dish that goes well with the main dish if required. Repeat the items ordered with their respective quantities. Inform the guest about expected time of the order arrival. Leave the guest table and send the order to the kitchen.  SOPs IN TAKING THE ORDER Rules for Communicating with the Guests Conversation with the guests is the backbone of any service-providing business. The guidelines for conversing with the guests are − Keep upright posture and smiling face. Let them know that you are enthusiastic and eager to serve them. Be respectful to elderly guests, friendly with the same-age guests, and jovial with the children. Keep the voice of speech audible and clear. Apologize if some food item or beverage has run out of the stock. While the guests are having their meals, make a brief round at the table to observe if everything is fine. STANDARD OPERATING PROCEDURES (SOPs) Dealing with Unexpected Situations The service staff actually must remain prepared to handle any unforeseen circumstances which include − Handling spill-over of food or drink while serving. Dealing with highly drunk gusts. Dealing with guests who are physically challenged or the ones who show difficulty in communicating. Dealing with hyper-active toddler guests. Dealing with unwelcomed situations such as large fire hazards. STANDARD OPERATING PROCEDURES (SOPs) Loading and Carrying Trays The service staff needs to be careful while carrying the trays in their hands and going around the dining area. Loading the Trays Do not overload the tray. Place the items on the tray such that the load is evenly distributed. Alter the position of drinks or food promptly every time something is removed from the tray. Carrying the 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.  service. Present the food from guests left side in case of formal STANDARD dining. OPERATING PROCEDURES (SOPs) Prepare the food plates from the kitchen and place them on the guest table in case of casual dining. Ask the guests if they need help to serve the food. Serve one food item at a time. Serve the eldest lady guest of the group first unless the lady herself is a host. After all ladies are served, serve the men guests starting from the oldest. Always present a dish with its respective serving spoon. Tilt the service bowl a little to bring east in serving and take it away after serving. Always present the ordered drink in an appropriate glass by informing its name to the guest. When same wine is offered in consecutive courses, STANDARD OPERATING PROCEDURES (SOPs) Serving Food and Beverage Following are some meticulous ways while serving food or beverages: Bring food to the guest table if it is not a buffet service. Present the food from guests left side in case of formal dining. Prepare the food plates from the kitchen and place them on the guest table in case of casual dining. Ask the guests if they need help to serve the food. Serve one food item at a time. Serve the eldest lady guest of the group first unless the lady herself is a host. After all ladies are served, serve the men guests starting from the oldest. STANDARD OPERATING PROCEDURES (SOPs) Always present a dish with its respective serving spoon. Tilt the service bowl a little to bring east in serving and take it away after serving. Always present the ordered drink in an appropriate glass by informing its name to the guest. When same wine is offered in consecutive courses, serve it in the same wine glass. If wine is changed then replace the glass with fresh one. Always tilt the glass while pouring drinks or fuzzy drinks so that its head and aroma is held. Do not bend over served plates while serving other plates across the table. Move as near as possible to the plate in which you serve. STANDARD OPERATING PROCEDURES (SOPs) Clearing the Tables Clear the table first when the guests finish their main course. Clear it for the second time just before the guests leave the table. While clearing, first remove all the pieces of flatware and chinaware except table linen and center piece. Let the dessert flatware remain in case of first clearing. Let wine glasses be on the table even after the main course. While clearing, pickup one plate at a time and place on the tray carefully. In case of formal dining, replace the removed plate by a fresh one so that table cover of the guest is never empty. Do not overload the tray with pile of used plates; make extra rounds to the table if required. STANDARD OPERATING PROCEDURES (SOPs) Presenting Bills to the Guest and Settling Them Before presenting bill to the guest, make sure the guests don’t want to order anything more. There are many policies of setting guest bills in the F&B establishments. Some prefer the guests pay cash at the cash collection counter. In such case, the serving staff must accompany the guest to the payment counter to ensure only the right amount is charged to the guest. Some F&B Services businesses prefer to bring bills (or checks) to the guests tables and get them settled. While presenting and settling the bill, follow the given steps − Ask politely, Should I bring you the bill, Sir/Madam? STANDARD OPERATING PROCEDURES (SOPs) Once the guest confirms, ask how he/she would like to pay. It should be either credit card, debit card, or cash. Go to the payment counter to prepare the bill. Cashier prepares the bill according to the table number told by waiter. Present the bill in a small closed folder to the guest from his/her left side. Stand beside the guest till the guest examines the bill. If the guest pays by cash, take it and deposit the amount at the payment counter. If the guest wishes to pay by card, take the guests signature on the bill, and take the card and bill to the payment counter. If the establishment has facility of mobile card-payment service, take the transaction device to the guest table. STANDARD OPERATING PROCEDURES (SOPs) The cashier returns the balance amount if paid by cash. If the payment is by card, he ensures the cards expiry date and accepts the payment. Bring back the copy of printed bill and any change or the card to the guest. If the guest insists to take the tip, mention your thankfulness with smile. When the guest stands up to leave the table, pull the chair backwards by informing him/her to help to get out of the chair gracefully. Thank the guest for his/her visit and invite him/her to visit again.