Handling of Glassware
1. Glassware is highly fragile and most delicate and expensive: hence utmost care has to be taken while handling glass equipments.
2. Glasses are normally stored in a glass pantry and should be placed upside down in single rows on paper-lined shelves, to prevent dust settling in them.
3. Tumblers should not be stacked inside one another as this may result in heavy breakages and accidents.
4. The appearance of the drink mainly depends on the glass and therefore, the glass should be sparkling clean and attractive in shape and style.
5. When glassware is machine or hand washed, each individual item must be polished and dried with a glass cloth made of linen, as water leaves stains on the glasses.
6. Glasses whether clean or dirty have to be handled by the base or stem, since the finger prints left on the glass necessitates polishing.
4.4 CHINAWARE
China is a term used for crockery whether bone china (expensive and fine), earthenware (opaque and cheaper) or vitrified (metallised). Most catering crockery used nowadays tends to be vitrified earthenware, which is very durable and haven been strengthened. Crockery is also usually given rolled edges to make it more chip resistant. Chinaware is made of silica, soda ash, and china clay, glazed to give a fine finish. Chinaware can be found in different colours and designs which are always coated with glaze. Chinaware is more resistant to heat than glassware. There are various classification of catering china. They are:
Porcelain Porcelain is a ceramic material made by heating selected and refined materials, which often includes clay of kaolinite clay, to high temperatures. The raw materials for porcelain, when mixed with water, form a plastic body that can be worked to a required shape before firing in a kiln at temperatures between 1200°C and 1400°C. The toughness, strength, and translucence of porcelain arise mainly from the formation of glass at high temperatures and the mineral mullite within the fired body.
Bone China Bone china is porcelain made of clay mixed with bone ash. This is very fine, hard china that is very expensive. The decorations are to be found under the glaze only. The price of bone china puts it out of reach of the majority of everyday caterers, and only a few of the top class hotels and restaurants would use it. The range of design, pattern and colour is very wide and there is something to suit all occasions and situations.
Earthenware Earthenware may sometimes be as thin as bone china and other porcelains, though it is not translucent and is more easily chipped. Earthenware is also less strong, less tough, and more porous than stoneware,but its low cost and easier working compensate for
these deficiencies. Due to its higher porosity, earthenware must usually be glazed in order to be watertight.
Stoneware Stoneware is a hard pottery made from siliceous paste, fired at high temperature to vitrify (make glassy) the body. Stoneware is heavier and more opaque than porcelain. The usual color of fired stoneware tends to be grayish, though there may be a
wide range of colors, depending on the clay. It has been produced in China since ancient times and is the forerunner of Chinese porcelain.
4.4.1 Chinaware Serving Items
There are wide ranges of chinaware serving items and their sizes vary according to the manufacturer and the design produced. Recent developments in chinaware include the ovenproof ware (dishes, casserole and cocotte dishes), which allow food to be
brought straight from the oven to the table.
4.4.2 Handling of Chinaware
Whatever quality of china or crockery is used, the most important thing to ensure is that it is washed, rinsed and dried correctly to ensure that no dirt, stains or streaks appear.
1) Chinaware has a high breakage rate and, therefore, needs careful handling.
2) They should be stored on shelves in piles or stakes of approximately two dozen each. Any higher may result in their toppling down.
3) They should be stored at a convenient height for placing on, and removing from the shelves to avoid accidents.
4) Chinaware should be kept covered to prevent dust and germs settling on it.
5) Chipped and cracked items harbor germs and should, therefore, not be used and disposed off carefully.
4.5 TABLEWARE
Tableware includes the dishes, glassware, cutlery, and flatware eating utensils (knives, forks, and spoons) used to set a table for eating a meal. The nature, variety, and number of objects varies from culture to culture, and may vary from meal to meal as
well. Tableware may be categorised as follows:
Flatware Flatware denotes all forms of spoon and fork. Flatware, especially that used by most people when they eat informally, is usually made of stainless steel.
Cutlery Cutlery refers to knives and other cutting instruments.
Holloware Holloware refers to table service items such as sugar bowls, creamers, coffee pots, teapots, soup tureens, hot food covers, water pitchers, platters, butter plates
and other metal items excluding flatware and cutlery.
4.5.1 Special Tableware
There is almost an unlimited range of flatwar, cutlery and hollowware in use in the catering industry. Apart from the familiar knife, fork, spoon, vegetable dishes and lids, entrée dishes and lids,soup tureens, teapot, hotwater jugs, sugar basins there are a number of specialist items of equipment available for use with specific dishes. Some common specialist equipments are listed below:
Special Tableware
Siver Tea Tong The silver tea tongs (called also silver sugar tongs or silver sugar nips) are used for lifting sugar cubes from the sugar bowls and add to tea cups.
Asparagus Holder
The asparagus holder is an utensil for a diner to hold a single stalk of asparagus. It is
made of a single strip of metal, bent in the form of U-shaped tongs, with a small square
plate at each end to grip the stalk.
Pastry Slicer
Pastry slicer is used for serving pastries (portion of gâteau)
Pastry Fork
Pastry fork is a small fork designed for eating pastries and other desserts while holding a plate. It is typically designed so that it can be used with the right hand, while the left hand holds the plate. It therefore has the left side widened to be used like a knife to cut the food when pressed down on the plate. Left-handed pastry forks have the right side widened instead. This fork may also be used to lift fruit pieces from the plate.
Oyster Fork
A fork used for picking up shellfish cocktail or oysters. This fork is shaped like a regular
fork, but it slightly smaller and the tines are curved outward.
Lobster Pick
This long, narrow utensil is used to pull every shred of meat from the hard-to-reach
cavities (such as the legs) of lobsters and crabs. The tip of a lobster pick can either be
pointed or in the shape of a tiny, two-prong fork.
Snail Tong and Snail Fork
Small, spring-operated tongs used to hold hot snail shells while extracting the snail.
Unlike most tongs, these open by squeezing the handles. When the pressure is released,
the tongs snap securely around the snail shell.
Snail Dish
It is a round dish with two ears having six indentations to hold portion of six snails.
Skewers
A long, thin, pointed rod that comes in various sizes, Skewers are made of metal or
wood; the former often has a ring at one end. They're most often used to hold meat in
place during cooking/ serving, as well as to skewer meat and vegetables to be grilled for
shish kebab. The best skewers are square or flat-shaped that hold food securely when
moved. Usually made of stainless steel
Ice-cream Scoop
It is used to remove ice cream from a carton or other container while forming the ice
cream into a ball or oval shape. Ice-cream scoops come in several styles and sizes.
The simplest is a plain metal scoop- o r spade-shaped utensil. Next comes one
shaped like a half-globe or oval with a spring-action lever in the handle. When
squeezed, the lever moves an arc-shaped blade across the scoop's interior and ejects
the ice-cream ball. The nonstick-style scoop has antifreeze sealed inside.
Nutcracker
It is a tool for cracking hard nutshells, usually consisting of two hinged metal arms
between which the nut is squeezed.
4.5.2 Stainless Steel
Stainless steel flatware and culery is available in a variety of grades. Use of stainless steels and super stainless steels is expanding in a variety of markets. Stainless steels have higher
resistance to oxidation ( rust) and corrosion in many natural and man made environments; however, it is important to select the correct type and grade of stainless steel. Stainless steel is finished by different degrees of polishing: high polish finish, dull polish finish and a light grey matt, non reflective finish, etc. Stainless steel's resistance to corrosion and staining, low maintenance, relative inexpense and familiar luster make it an ideal base material for tableware. Stainless steel neither tarnishes nor stains. It resists scratching far more than other metals and may, therefore, be said to be more hygienic.
4.5.3 Handling of Tableware
i) Storage of cutlery and flatware is very important. Each item has to be stored in the boxes or drawers lined with baize to prevent the items being scratched
ii) They should be stored in cupboard or room which can be locked.
iii) Cutlery and flatware may be stored in cutlery trollies.
4.6 TABLES AND CHAIRS
The size and shape of tables depends entirely on the availability of space and the kind of service envisaged. Normally three types of tables are used. They are round, rectangular and square. The height of the table irrespective of the shape should be 75 cm from the floor level. The diameter of a round table to seat four people should be approximately 92 cm. The size of a square table to seat two people should 76 cm sq and 92 cm square to seat four
people. The size of rectangular table to seat four people should be 137 cm x 76 cm. Commercial table tops come in a variety of materials: wood, metal, stone, tile and melamine. Many restaurant table tops are available with edged finishes to prevent scuffs and dents. In some expensive tables, another table top is placed with revolving facility, on top of which the food is placed where th guests can rotate revolving top and serve himself, if he chooses to.
Chairs
Chair are available in various shapes, colours and sizes to suit all occasions. Because of the wide ranges of style, chairs come in varied height and width. However the dimension of chairs should be relative to table dimensions. 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. This would enable guests to sit and eat
comfortably, without their legs touching the underside of the table.
4.7 SIDE STATION / DUMMY WAITER
The side station is also called the dummy waiter or service
console. This is a very important piece of furniture in a restaurant. It
is used by the service staff for keeping all the service equipment at
one place. It is also used as a landing table for the dishes picked up
from the kitchen enroute to the table and the dirty dishes from the
guest's table to the wash-up area. For the convenience of the service
staff, the side station should be strategically located in a restaurant.
The side station should be kept clean and presentable as it can be
seen by the guests.
Figure 4.5 Side Station
The following service equipment can be stored in a side
station.
Salvers Creamers Wine chiller and stand
Coffee pots Teapots Ice buckets and tongs
Finger bowls Cruet sets Sugar bowl; and tongs
Soup ladles Butter dishes Bottle and wine openers
Cigar cutters Bread baskets Bud vases
Candle holders Wine cradle Toothpick stand
Straw stand Pot holders Drip bowls
The style and design of the side board varies from
establishment to establishment. It depends upon:
•The style of service and menu offered.
•The number of waiters working from one sideboard
•The number of tables to be served from one
sideboard
•The amount of equipment it is expected to hold.
Figure 4.6 Old Fashioned Side Station
It is essential that the side board is of minimum size and
portable so that it may be moved, if necessary. If the sideboard is too
large for its purpose, then it takes up space which could be used to
seat more customers. The top should be of heat resistant material
which can be easily washed down. After service, the sideboard is
either completely emptied out or restocked for the next service.
4.8 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. It consists of one or two
burners, a gas cylinder and a work and storage space for plates
and cooking equipment. Using this trolley, the food is flambed at
the guest's table. Only skilled and well rained waiters are
allowed to handle this service as there is the risk of spoiling food
by overcooking it, and of the flame causing a fire in the
premises.
2) Room Service Trolley
This trolley is known for its versatility. It is used for the service to
guests in their rooms. The waiter sets up the meal and covers
on the trolley and wheels it into the guest's room. This trolley
may also be used as a dining table in the privacy of the guest's
room. Beneath the trolley top, provision is made for mounting a
hot case to keep the food warm.
Figure 4.8 Room Service Trolley
3) Dessert Trolley
This trolley serves as a visual aid to selling desserts. Guests are
more likely to order a dessert if they can see what is available,
particularly if it is well presented. Some dessert trolleys are
refrigerated. Gateaux, pastries, jellies, tarts, pies, flans and
souffles can be served from a dessert trolley.
This trolley has several shelves and the bottom shelf is reserved
for plates, cutlery, linen and other service equipment. A glass or
transparent trolley top makes it easy for guests to select a
dessert of their choice.
4) Hors d'oeuvre Trolley
A hors d'oeuvre is the first course of a menu usually consisting
of a selection of small items of egg, fish, meat, fruit and
vegetables in pungent dressings. This hors d'oeuvre trolley is
used to carry variety of appetizers. This trolley is probably the
least popular in India, as a majority of guests are not too keen
on hors d'oeuvre as a starter. They prefer soups instead.
However, this trolley can be used to popularise the special
dishes that are introduced in the restaurant from time to time.
5) Carving Trolley
It is used for carving joints of meat at a guest's table. This trolley
is seldom used in India.
4.9 LINEN
Linens are fabric goods, such as tablecloths, napkins and slip
cloths. Linen is a material made from the fibers of the flax plant.
Originally, many, such as bed sheets and tablecloths, were made of
linen. Today, the term "linen" has come to be applied to all related
products even though most are made of cotton, various synthetic
materials, or blends. The main items of linen normally found in a
restaurant are: tablecloths; slipcloths; buffet cloths; trolley and
sideboard cloths; and waiter’s cloths or service cloths.
4.9.1 Table Cloths
Table linens made from cotton or linen are not only more
absorbent but also last longer. The fibers don't pill or pile as easy as
with synthetic table linens and they don't become shiny when
exposed to an iron's heat. Egyptian cotton and Irish linen are
considered the finest materials for table linens because of their long,
durable fibers. White is the most popular color for table linens
because it's considered formal. Table linens in off white or ivory are
also acceptable. A damask (woven) or embroidered pattern is a
perfectly acceptable table cloth.
Types of Tables Size of Tables Size of Table Cloths
Square table 76 cm sq 92 cm sq 137 x 137 cm 183 x 183 cm
Rectangular table 136 x 76 cm 183 x 137 cm
Round table 92 cm diameter 184 cm diameter
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.
4.9.2 Slip Cloths or Naperones
These are designed to be laid over the tablecloth to protect it
from spillage and give it a longer life. Using a slip cloth reduces the
number of tablecloths used and thus reduces the cost of inventory
and laundry. Slip cloths may measure 1 metre square approximately.
4.9.3 Napkins or Serviettes
A napkin or serviette is a rectangle cloth or paper used at the
table for wiping the mouth while eating. It is usually small and folded.
Conventionally, t he napkin is folded and placed to the left of the
place setting, outside the outermost fork. In an ambitious restaurant
setting, it may be folded into elaborate shapes and displayed on the
empty plate. A napkin may also be held together in a bundle (with
cutlery) by a napkin ring. Alternatively, paper napkins may be
contained with a napkin holder.
Figure 4.12 Napkin Fold
Napkins may be of the same colour as tablecloths, or in a
colour that blends with the decor of the restaurant. Napkins should
be spotlessly clean and well-pressed. The ideal size for a napkin is
between 46 to 50 cm sq.
4.9.4 Buffet Cloths
For a buffet table, the minimum size of the tablecloth required
is 2 m x 4 m.
4.9.5 Trolley Cloths and Sideboard Cloths
These are usually made from tablecloths well worn and not
suitable for use on tables, mended by the housekeeping department
and folded to fit a sideboard or trolley.
4.9.6 Waiter’s Cloths or Service Cloths
A service cloth is a very important part of service equipment
as well as being part of the food server’s uniform. It must be kept
clean and ironed at all times and only used as a service cloth for
certain activities such as:
•Carrying hot plates
•Final polishing of plates
•Wiping small spills
•Brushing crumbs onto a service plate
•Wiping the undersides of the plates before placing plates
on the table.
Service cloths are also used by every waiter as protection
against heat and to keep uniforms clean.
4.10 EQUIPMENT HANDLING
Management invests substantial amount in supplies and
equipment. Service staffs are, therefore, expected that these
equipment are handled gently and carefully. Staff should be
sanitation and safety conscious. Equipment should be handled in the
right spot stemmed glass by the stem, tumblers by the base, flatware
by the handle. Bowls should never be held by the rim, use
appropriate underliners. The thumb should never show on the plate.
When setting up cutleries, as well as glasswares, avoid leaving
finger marks by using trays or by securing them inside a cloth
napkin.
To prevent breakage, be conscious of the rules of
equipment handling. Breakages are usually caused by the following
factors:
1. Mechanical Impact -- results from object-to-object
collision. This is induced by stacking of glasswares and
chinawares, picking of glasses in bouquet, overloading of
buspans and trays, putting cutleries inside glasses.
2. Thermal Shock -- result of sudden change of
temperature. This happens when hot water is placed
inside a chilled / cold glass and vice versa, abrupt use of
glasswares after coming of the dishwashing machines,
heating chilled bowl in a microwave.
3. Improper Handling and Misuse of Equipment -- using
the equipment for a purpose it was not intended for such
as using a glass to scoop ice, using knives for opening
cans, etc.
4. Inattentiveness or Absent-mindedness -- accidents
often occur when service personnel are absent-minded or
are inattentive in executing services especially when they
are carrying breakable equipment.
5. Environmental Factors – greasy / wet floor, slippery
floor, broken tiles, blind doors.
4.10.1 Measures to Avoid Breakages
• Use trays when serving and bussing.
• Proper system should be followed in stacking and storing
equipment.
• Use appropriate door for entry and exit. A separate door
for entering and eiting should be installed to prevent
collision.
• Use appropriate glass racks. Make sure that the glasses
are conviniently, but not tightly inserted in each rack.
• Buss out glasses separately from chinaware.
• Avoid overloading trays and buspans.
4.10.2 Do's and Dont's of Equipment Handling
1. Dump ice out of the glass; preheat the glass before
pouring hot water. Don't pour hot drinks in chilled or cold
glasses.
2. Stack dishes according to size and kind. Never stack too
high.
3. Handle stemmed glasses by the stem and tumblers by
the base. Never handle glasses in bouquet.
4. Remove glass / china from buspan one at a time. Don't
unload china, glasses at random.
5. Use ice scooper for scooping ice. Never use the glass for
scooping ice.
6. Never put cutlery into glasses, put them in appropriate
containers.
7. Make sure of an adequate back-up supply of glassware
for rush periods.
8. Always be on the lookout for cracked or chipped
glassware and remove them.
9. Never allow glass-to-glass contact on overhead racks,
keep distant from each other.
10. Never overload the tray / buspan. Load only what it can
conveniently accommodate.
11. Never buss glasses in the sink. Buss them directly onto
divider racks.
12. Never stack glasses. Use trays and avoid over crowding
them to prevent breakage.
4.10.3 Sanitation Standards in Handling Service Equipment
1. Use clean and sanitized glasses, flatware, chinaware and
other equipment for service.
2. All service equipment must be wiped dry with clean cloths
to avoid watermarks. The cloths used for this purpose
must be segregated from other wiping cloths.
3. Bowls should be underlined with appropriate underliner
and never to be served with the finger touching the rim.
4. When serving straw serve them with their wrappers or in
their respective dispensers.
5. When serving additional utensils or napkin, place them in
a small plate to avoid direct contact with hand.
6. The thumb should be kept away from the plate to avoid
touching the sauce, meat or dish.
7. When setting up flatware and glasses, avoid leaving
finger marks; carry them in trays or with a cloth napkin.
8. Never serve food using cutleries that have fallen on the
floor.
9. To avoid contamination, food must be covered when it is
not served immediately.
Never serve utensils, cups, glasses or plates that are oily,
wet or with fingermarks, spots or lipstick mark.
CHECK YOUR PROGRESS
1. Name some restaurant operating equipments.
2. What the factors that need to be considered while selecting
service equipments?
3. List any five glassware.
4. What ‘China’ refers to in cookery?
5. Give some examples for tableware.
6. What is the standard height of the chair used in the restaurant?
7. What are the service equipments that can be stored in a side
station?
8. List any three trolleys that are used for food and beverage
service.
9. What are linens?
10. What is the size of the table cloth used for a table of size 136 cm
x 76 cm.
BHM 1st semester ( Team Work)
Objective
By the end of this session you will be able to understand
What is team work ?
Why team work is very important ?
Advantage of team work
What is team work ?
The team work is a joint action by a group of people to achieve common goal. The potential and success of team work has been well-documented for decades. It can open an easy path to move towards target or goal. Team can produce high quality work and boosting productivity but to achieve these result it is essential that team relationship need to be strong and required focus and discipline. French language has an excellent word for teamwork: “esprit de corps”. This means a sense of unity, of enthusiasm for common interests and responsibilities.
• Joint action by a group of people to achieve common goal.
• It can open an easy path to move towards target or goal.
• Can produce high quality work
• Boosting productivity
• But to achieve these result it is essential that team relationship need to be strong and required focus and discipline.
Why team work is very important ?
It is a widely understood concept that united we stand and divided we fall. If we make our five finger together that will become fist but one it’s just finger. Same is in the case of a team in a business, collective team activities are very important to achieve goal.
To achieve goals
To increasing individual learning
To generating new ideas
To make work easy
To create cooperative environment
To establish good communication
To improve quality
Advantage of team work
Achieve guest satisfaction
Easy to work
More jobs can be finished in limited time
No stress
High motivation or fun at work
By the end of this session you will be able to understand
What is team work ?
Why team work is very important ?
Advantage of team work
What is team work ?
The team work is a joint action by a group of people to achieve common goal. The potential and success of team work has been well-documented for decades. It can open an easy path to move towards target or goal. Team can produce high quality work and boosting productivity but to achieve these result it is essential that team relationship need to be strong and required focus and discipline. French language has an excellent word for teamwork: “esprit de corps”. This means a sense of unity, of enthusiasm for common interests and responsibilities.
• Joint action by a group of people to achieve common goal.
• It can open an easy path to move towards target or goal.
• Can produce high quality work
• Boosting productivity
• But to achieve these result it is essential that team relationship need to be strong and required focus and discipline.
Why team work is very important ?
It is a widely understood concept that united we stand and divided we fall. If we make our five finger together that will become fist but one it’s just finger. Same is in the case of a team in a business, collective team activities are very important to achieve goal.
To achieve goals
To increasing individual learning
To generating new ideas
To make work easy
To create cooperative environment
To establish good communication
To improve quality
Advantage of team work
Achieve guest satisfaction
Easy to work
More jobs can be finished in limited time
No stress
High motivation or fun at work
BHM 1st semester (Personal grooming and hygiene)
Grooming
It is the practice of keeping personal appearance neat and tidy which reflect the person’s personality.
Hygiene
Hygiene is the medical word and it ensure the prevention of spreading disease. However, it is highly required in the hotel industry to ensure the quality assurance and avoid food contamination
Why it is necessary to maintain ?
To be presentable in front of the guest
It reflect the image and standard of the hotel
To assure the professionalism
To ensure the quality
To enhance the guest experience
To maintain personality among the team
Hygiene
To avoid food contamination
To ensure the safe product to clients
To avoid bad breath and smell
To ensure clean surrounding
Standard of personal grooming and hygiene
Male
The uniform should be prescribed, well fitting with no repairs required. It must be well pressed and spotless.
Jacket/waistcoats must be worn fully buttoned, and must not be draped around the shoulders.
Tie / bow must be worn at all times where established as a uniform standard. It should be decent, no fancy prints and not worn loose.
Socks should be black and should change daily basis to avoid bad smell.
Shoes must be black and conservative style, well polished.
Hair must be clean, well trimmed, dry (not wet) and neatly styled so that it remains in place while working. It should not touch the shirt collar at the back or at the sides.
Visible tattoos are not permitted
Nails should be short and clean
Clean shave and daily bath is highly required before enter the restaurant.
Bad breath is unpleasant should use mouth spray or brush teeth twice in a day.
Light perfume can use
No bracelets should be worn. Only one ring is allowed
Female
The uniform should be prescribed, well fitting with no repairs required. It must be well pressed and spotless.
Hair should be clean and tidy. It should not be loose.
High heels should be avoid. Flat shoes with 2” heels are advisable.
Avoid using false nails
Daily bath is high required before the shift started
Make up must always look professional and not over done. It should check during the break and refresh if required.
Earrings no hanging designs. A small plain neck chain is allowed.
Skin color stocking should be worn and it should be changed daily.
Avoid strong perfume
It is the practice of keeping personal appearance neat and tidy which reflect the person’s personality.
Hygiene
Hygiene is the medical word and it ensure the prevention of spreading disease. However, it is highly required in the hotel industry to ensure the quality assurance and avoid food contamination
Why it is necessary to maintain ?
To be presentable in front of the guest
It reflect the image and standard of the hotel
To assure the professionalism
To ensure the quality
To enhance the guest experience
To maintain personality among the team
Hygiene
To avoid food contamination
To ensure the safe product to clients
To avoid bad breath and smell
To ensure clean surrounding
Standard of personal grooming and hygiene
Male
The uniform should be prescribed, well fitting with no repairs required. It must be well pressed and spotless.
Jacket/waistcoats must be worn fully buttoned, and must not be draped around the shoulders.
Tie / bow must be worn at all times where established as a uniform standard. It should be decent, no fancy prints and not worn loose.
Socks should be black and should change daily basis to avoid bad smell.
Shoes must be black and conservative style, well polished.
Hair must be clean, well trimmed, dry (not wet) and neatly styled so that it remains in place while working. It should not touch the shirt collar at the back or at the sides.
Visible tattoos are not permitted
Nails should be short and clean
Clean shave and daily bath is highly required before enter the restaurant.
Bad breath is unpleasant should use mouth spray or brush teeth twice in a day.
Light perfume can use
No bracelets should be worn. Only one ring is allowed
Female
The uniform should be prescribed, well fitting with no repairs required. It must be well pressed and spotless.
Hair should be clean and tidy. It should not be loose.
High heels should be avoid. Flat shoes with 2” heels are advisable.
Avoid using false nails
Daily bath is high required before the shift started
Make up must always look professional and not over done. It should check during the break and refresh if required.
Earrings no hanging designs. A small plain neck chain is allowed.
Skin color stocking should be worn and it should be changed daily.
Avoid strong perfume
BHM 1st semester (Organization Chart of F&B Department)
Organization Chart of F&B Department
Objective
By the end of this session you will be able to understand
Why an organization need organization chart
What is organization chart ?
Different between positional power and personal power
Organization chart of food & beverage department
Why an organization need Organization chart ?
To establish chain of command
To channelized the communication
To have an authority
To make decision
To have different between job position
To maintain discipline
An organization structure is a framework that establishes the chain of command and empower individual to take positional decision within the organization. It maintains relationship and channel of communication between job position.
Positional power
Positional power is ………….the power that you have because of your place in the organization chart.
This include:
Power to reward
Power to punish
Power to change
Power to decide
Power to implement
Personal power
Personal power is……..the power you have because people around you choose to give you power.
It can be gained through:
Personal influence
Expertise
Knowledge
Relationship or association
Aggressive towards responsibility
Quality talk (which make sense)
Org Chart of beverage department
F&B Director
Asst. F&B Director
F&B secretary
Lounge Bar manager
Bar Manager
Discotheque Manger
Pub Manager Asst Bar Manager
Bar Supervisor
Bar Captain
Bartender
Trainee
BHM 1st semester (Discipline and job discreption)
Discipline
Objective
By the end of this session you will be able to understand
What is discipline ?
Example of misconduct Result of misconduct
What is discipline ?
Discipline is a systematic instruction given to a person to follow a particular code of conduct . It is the practice of making people obey rules or standard of company and punishing them when they do not.
An establishment expects the highest standards of discipline from its employees together with satisfactory standards of work. If the standards of work or conduct remain below of what is required then disciplinary action will be taken which may result in dismissal.
Where do you find the rules and regulation ?
Employee handbook
HR notice board “House rules and regulation”
Example of misconduct
Related to job timing:
Arriving late for work without any information
Departing from work early without good reason
Leaving the work place during working hours without permission
Unexcused absence from work without prior approval
Using unauthorized entrance and exit doors of Hotel
Falsifying time card/ attendance sheet of self and others
Related to job performance:
Sleeping during working hrs.
Being in an unauthorized area during working hours
Using guest’s toilets & lifts without permission
Failure to perform work to a satisfactory standard
Using hotel’s facilities without Management approval
Failure to keep work area in safe, clean and hygienic state
Disobeying reasonable instructions of supervisors or manager.
Being on duty in an untidy or unhygienic manner
Collection of money at work for any purpose without permission of Hotel Management
Acts of dishonesty
Pretending to be sick or injured while on duty
Presentation of invoices and documents or request that are not valid
Theft of guest property or colleagues property
Not-attending training sessions with out good reason
Bringing unauthorized items to the hotel
Having unauthorized property in one’s locker
Destroying floors, wall and furniture of hotel property by writing on them
Taking hotel’s food & drink for consumption without authorization
Result of misconduct
Verbal warning
Warning letter
Suspension
Termination
Job description
Objective
By the end of this session you will be able to
Understand
What is job description ?
Why job description is important ?
Job description of F&B service staffs
What is job description ?
A job description is an official document given from the management to a specific position. Which specify the duties and responsibilities of that particular. It includes level of authority, whom to report and requirement of education and experience for particular position.
Why job description is important ?
Employee:
To get proper guideline in order to achieve positional goal.
To understand area of work
To understand an opportunity for career growth
To understand role and responsibility within department.
To understand channel of communication
To understand standard of establishment
To understand rules and regulation of company
Employer:
Easy to recruit and select people as criteria is already fixed.
Easy to conduct performance appraisal since the particular duties responsibility is clearly mention.
Easy to identify training and development needs of employee
Easy to channelized HR information
Easy to implement labor law
Restaurant Manager
Job title: Restaurant Manager
Report to: Food and Beverage Director
Department: Food and Beverage
Responsible for: Asst. Manager/Supervisor/Captain/Waiter/Waitress/Bar man
Main Duties:
Financial
To assist in effective payroll control through a flexible work force. Maximizing utilization of trainees and close cooperation with other F&B outlets.
To participate in preparing of the annual operational budget focusing outlet projected revenue and expenses.
Strictly focus on operational expenses and that all costs are controlled.
Handle voiding, correcting, checks and house bank amount.
Responsible for all guest checks – those used during the shift.
Operational:
To have full working knowledge and capability to manage assigned outlet according to established standard.
Check the performance of staffs and multi tasking them
Ensure flexible schedule as per business trend
Ensure Par stocks for all OE and supplies are maintained
To conduct daily pre-shift briefing to staffs
To liaise with chef on daily operation to ensure food quality and standard maintained.
To have thorough understanding and knowledge of all food and beverage items in the menu.
To handle guest enquiries in courteous and efficient manner
To establish good relationship with customers and maintain guest data and history.
Coordinate with other department for required support
Administration:
Revision and update of the outlet operational manual on needed basis.
Preparing of the annual marketing plan and annual business plan.
Maintain the daily log book
Maintain the outlet notice board
Report lost and found items
Attend daily department operational meeting
Submit guest/staff incident report
Marketing:
To identify market needs for the f&b outlet
To implement a consistent guest recognition programs.
General:
To understand and strictly follow the rules & regulations of company.
To maintain a high standard of personal appearance and hygiene all the time
To maintain good working relationship with all staffs
To extend full support to training department and identify training needs of outlet staff
To show all the time positive and motivated attitude
Staff handling:
To ensure that all staffs maintain a high standard of personal hygiene and grooming
To liaise with HR for staffs issues
To building of an efficient team of staffs by taking an active interest in their development
Minimum educational qualifications and experience:
Diploma in Hotel Management
Minimum 2 years experience of Asst. Restaurant Manager
Captain
Job title: Captain
Report to: Supervisor
Department: Food and Beverage
Responsible for: Waiter/Waitress/Bar man
Main Duties:
Operational:
To provide a courteous, professional, efficient and flexible service at all times as per standard.
To have a full working knowledge and capability to demonstrate all duties and task.
To be flexible and adept to rotate within the different sub department of the f&b.
To understand with all service and facilities offered by the hotel
To have a thorough knowledge of f&b items in the menu and ability to recommend and up sell.
To take guest food and beverage order correctly as per standard
To ensure area of work and surrounding is kept clean and organized at all the time
To be able to prepare check and settled in POS
To supervise assigned station and ensure smooth service and guest satisfaction
To assign working section to waiter and waitress
To conduct OE inventory as per restaurant schedule
General:
To understand and follow the rules and regulations of company
To report duty on time with appropriate uniform and name tag
To maintain a high standard of personal grooming and hygiene
To maintain good working relationship with colleagues
Staff training:
To provide on the job training to staff
To provide skill training
To conduct and attend f&b product knowledge training.
Minimum qualification and experience:
Diploma in hotel management
Minimum 2 years experience of waiter
Waiter
Job title: Waiter/Waitress
Report to: Supervisor/Captain
Department: Food and Beverage
Main Duties:
Operational:
Attend briefing before the restaurant operation start with waiter tools
Complete mis-en-scene and mis-en-place prior to outlet open.
Responsible to arrange polished OE (Cutlery, Crockery and glassware) at the side station.
Responsible for picking up orders of food and beverage and serve guest as per standard.
Responsible set up trolleys and trays as per service standard.
Responsible to know special menu of the day.
Responsible for cleaning tables and chairs before opening and after guest left.
Responsible for receiving clean linen form housekeeping and deposit soiled Present the bill and return change correctly
Responsible to lay the restaurant as per standard.
Perform other duties that may be assigned by the immediate supervisors from time to time
Able to posts orders in POS
Respects hygiene and safety rules
Uses operating equipment correctly and handles it without damaging
Suggest and recommends food & beverage choices to guests
Must be familiar with the food and beverage items of the outlets Must know the VIP, to greet them by their names
Training:
Attend scheduled training
Liaise with captain to develop skills and product knowledge
Minimum qualification and experience:
+2 and 1 years experience of asst. waiter
Objective
By the end of this session you will be able to understand
What is discipline ?
Example of misconduct Result of misconduct
What is discipline ?
Discipline is a systematic instruction given to a person to follow a particular code of conduct . It is the practice of making people obey rules or standard of company and punishing them when they do not.
An establishment expects the highest standards of discipline from its employees together with satisfactory standards of work. If the standards of work or conduct remain below of what is required then disciplinary action will be taken which may result in dismissal.
Where do you find the rules and regulation ?
Employee handbook
HR notice board “House rules and regulation”
Example of misconduct
Related to job timing:
Arriving late for work without any information
Departing from work early without good reason
Leaving the work place during working hours without permission
Unexcused absence from work without prior approval
Using unauthorized entrance and exit doors of Hotel
Falsifying time card/ attendance sheet of self and others
Related to job performance:
Sleeping during working hrs.
Being in an unauthorized area during working hours
Using guest’s toilets & lifts without permission
Failure to perform work to a satisfactory standard
Using hotel’s facilities without Management approval
Failure to keep work area in safe, clean and hygienic state
Disobeying reasonable instructions of supervisors or manager.
Being on duty in an untidy or unhygienic manner
Collection of money at work for any purpose without permission of Hotel Management
Acts of dishonesty
Pretending to be sick or injured while on duty
Presentation of invoices and documents or request that are not valid
Theft of guest property or colleagues property
Not-attending training sessions with out good reason
Bringing unauthorized items to the hotel
Having unauthorized property in one’s locker
Destroying floors, wall and furniture of hotel property by writing on them
Taking hotel’s food & drink for consumption without authorization
Result of misconduct
Verbal warning
Warning letter
Suspension
Termination
Job description
Objective
By the end of this session you will be able to
Understand
What is job description ?
Why job description is important ?
Job description of F&B service staffs
What is job description ?
A job description is an official document given from the management to a specific position. Which specify the duties and responsibilities of that particular. It includes level of authority, whom to report and requirement of education and experience for particular position.
Why job description is important ?
Employee:
To get proper guideline in order to achieve positional goal.
To understand area of work
To understand an opportunity for career growth
To understand role and responsibility within department.
To understand channel of communication
To understand standard of establishment
To understand rules and regulation of company
Employer:
Easy to recruit and select people as criteria is already fixed.
Easy to conduct performance appraisal since the particular duties responsibility is clearly mention.
Easy to identify training and development needs of employee
Easy to channelized HR information
Easy to implement labor law
Restaurant Manager
Job title: Restaurant Manager
Report to: Food and Beverage Director
Department: Food and Beverage
Responsible for: Asst. Manager/Supervisor/Captain/Waiter/Waitress/Bar man
Main Duties:
Financial
To assist in effective payroll control through a flexible work force. Maximizing utilization of trainees and close cooperation with other F&B outlets.
To participate in preparing of the annual operational budget focusing outlet projected revenue and expenses.
Strictly focus on operational expenses and that all costs are controlled.
Handle voiding, correcting, checks and house bank amount.
Responsible for all guest checks – those used during the shift.
Operational:
To have full working knowledge and capability to manage assigned outlet according to established standard.
Check the performance of staffs and multi tasking them
Ensure flexible schedule as per business trend
Ensure Par stocks for all OE and supplies are maintained
To conduct daily pre-shift briefing to staffs
To liaise with chef on daily operation to ensure food quality and standard maintained.
To have thorough understanding and knowledge of all food and beverage items in the menu.
To handle guest enquiries in courteous and efficient manner
To establish good relationship with customers and maintain guest data and history.
Coordinate with other department for required support
Administration:
Revision and update of the outlet operational manual on needed basis.
Preparing of the annual marketing plan and annual business plan.
Maintain the daily log book
Maintain the outlet notice board
Report lost and found items
Attend daily department operational meeting
Submit guest/staff incident report
Marketing:
To identify market needs for the f&b outlet
To implement a consistent guest recognition programs.
General:
To understand and strictly follow the rules & regulations of company.
To maintain a high standard of personal appearance and hygiene all the time
To maintain good working relationship with all staffs
To extend full support to training department and identify training needs of outlet staff
To show all the time positive and motivated attitude
Staff handling:
To ensure that all staffs maintain a high standard of personal hygiene and grooming
To liaise with HR for staffs issues
To building of an efficient team of staffs by taking an active interest in their development
Minimum educational qualifications and experience:
Diploma in Hotel Management
Minimum 2 years experience of Asst. Restaurant Manager
Captain
Job title: Captain
Report to: Supervisor
Department: Food and Beverage
Responsible for: Waiter/Waitress/Bar man
Main Duties:
Operational:
To provide a courteous, professional, efficient and flexible service at all times as per standard.
To have a full working knowledge and capability to demonstrate all duties and task.
To be flexible and adept to rotate within the different sub department of the f&b.
To understand with all service and facilities offered by the hotel
To have a thorough knowledge of f&b items in the menu and ability to recommend and up sell.
To take guest food and beverage order correctly as per standard
To ensure area of work and surrounding is kept clean and organized at all the time
To be able to prepare check and settled in POS
To supervise assigned station and ensure smooth service and guest satisfaction
To assign working section to waiter and waitress
To conduct OE inventory as per restaurant schedule
General:
To understand and follow the rules and regulations of company
To report duty on time with appropriate uniform and name tag
To maintain a high standard of personal grooming and hygiene
To maintain good working relationship with colleagues
Staff training:
To provide on the job training to staff
To provide skill training
To conduct and attend f&b product knowledge training.
Minimum qualification and experience:
Diploma in hotel management
Minimum 2 years experience of waiter
Waiter
Job title: Waiter/Waitress
Report to: Supervisor/Captain
Department: Food and Beverage
Main Duties:
Operational:
Attend briefing before the restaurant operation start with waiter tools
Complete mis-en-scene and mis-en-place prior to outlet open.
Responsible to arrange polished OE (Cutlery, Crockery and glassware) at the side station.
Responsible for picking up orders of food and beverage and serve guest as per standard.
Responsible set up trolleys and trays as per service standard.
Responsible to know special menu of the day.
Responsible for cleaning tables and chairs before opening and after guest left.
Responsible for receiving clean linen form housekeeping and deposit soiled Present the bill and return change correctly
Responsible to lay the restaurant as per standard.
Perform other duties that may be assigned by the immediate supervisors from time to time
Able to posts orders in POS
Respects hygiene and safety rules
Uses operating equipment correctly and handles it without damaging
Suggest and recommends food & beverage choices to guests
Must be familiar with the food and beverage items of the outlets Must know the VIP, to greet them by their names
Training:
Attend scheduled training
Liaise with captain to develop skills and product knowledge
Minimum qualification and experience:
+2 and 1 years experience of asst. waiter
BHM 1st semester (Courtesy)
Courtesy
Objective
By the end of this session you will be able to
understand
What is courtesy ?
Customer experience ?
Why courtesy is important in our business ?
Required courtesy for F&B personnel
1. What is courtesy ?
Courtesy means being polite, humble and treating others with equal respect as we would treat ourselves. It cost nothing but pays well. It defines appropriate conduct and establish company values such as respect and healthy work environment.
2. Customers experience
3. Why courtesy is important in our business ?
The guest has got lot’s of choice in the market only the tool that can retained them is human behavior. A coke can be found every where but not the same courteous person. The customer always appreciate pleasant atmosphere and humble behavior when they come to dine in a restaurant courtesy plays vital role to add the value in it.
To extend pleasant experience to customers
To let the guest feels, they are highly respected
To create comfortable and friendly environment
4. Required courtesy for F&B personnel
Guest must be received with pleasant manner and pull the chair for lady to seat.
Assist guest to remove his Jacket and place back.
Address the guest by his/her surname to make them feel, they are recognized.
Ask the guest if they wish to wait for table if the restaurant is full and follow up should be done.
Provide guest enough time to read the menu and inform time duration to take order.
Use magic word before attend the guest table.
Listen to the guest complain and apologies. (Don’t argue)
Don’t present the bill until the guest ask for it
Thanks the guest during the farewell with warm smile.
Objective
By the end of this session you will be able to
understand
What is courtesy ?
Customer experience ?
Why courtesy is important in our business ?
Required courtesy for F&B personnel
1. What is courtesy ?
Courtesy means being polite, humble and treating others with equal respect as we would treat ourselves. It cost nothing but pays well. It defines appropriate conduct and establish company values such as respect and healthy work environment.
2. Customers experience
3. Why courtesy is important in our business ?
The guest has got lot’s of choice in the market only the tool that can retained them is human behavior. A coke can be found every where but not the same courteous person. The customer always appreciate pleasant atmosphere and humble behavior when they come to dine in a restaurant courtesy plays vital role to add the value in it.
To extend pleasant experience to customers
To let the guest feels, they are highly respected
To create comfortable and friendly environment
4. Required courtesy for F&B personnel
Guest must be received with pleasant manner and pull the chair for lady to seat.
Assist guest to remove his Jacket and place back.
Address the guest by his/her surname to make them feel, they are recognized.
Ask the guest if they wish to wait for table if the restaurant is full and follow up should be done.
Provide guest enough time to read the menu and inform time duration to take order.
Use magic word before attend the guest table.
Listen to the guest complain and apologies. (Don’t argue)
Don’t present the bill until the guest ask for it
Thanks the guest during the farewell with warm smile.
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