Hotel Industry Lessons

i
Index
Lesson
No.
Topic Page
001 Hospitality & the Hotel industry 1
002 Classification of Hotels 16
003 The Departments of a Hotel and their Objectives 24
003A The Hotel Organisation Chart 27
004 The Hotel Front Office Organisation 28
004A The Organisation Chart of Front Office 32
005 The Front Office and its Intra & Interdepartmental Relationship 33
006 The Types of Rooms 38
007 Some Important Abbreviations & Definitions I & II 41
007A Front Office -Reservation Section 44
008 Front Office Registration 52
009 Front Office Information 60
009A Front Office- Shift-wise Duties of a Receptionist 63
010 Front Office - Room Report & Room Statistics 64
011 Front Office The Bell Desk & Concierge 66
012 Front Office- The Cashier & The Night Audit 70
013 F&B Service Outlets 77
014 F&B Service Organisation & its Hierarchy 89
015 F&B Service Interdepartmental Relationship 93
016 F&B Service Ancillary Sections +7 96
017 F&B Service A Typical Restaurant Floor Plan 99
018 F&B Service Service Equipment 100
019 F&B Service - The Menu & its Courses 112
020 F&B Service The Setting of a Dinning Hall 120
021 F&B Service Breakfast & Afternoon Tea 126
022 F&B Service The Service of Food The Rules- The Styles & The
Sequence
131
023 F&B Service The Restaurant Control System 138
024 F&B Service Beverages & Its Classification 142
024A F&B Service Various Types of Coffee Preparation 154
025 F&B Service Service of Beverages 160
026 Housekeeping - Organisation & Operation 165
026A Housekeeping The Organisation Chart 177
027 Food Production Organisation 178
027A Food Production The Organisation Chart 184
028A Food Production The Methods of Food Preparation & Cooking 185
028B Food Production The Basic Cookery- Stocks, Soups, Sauces & Gravies 188
029 Food Production A Brief Knowledge on Food Materials 195
029A Food Production A Brief Knowledge on Production Equipments 206
030 The French Menu Terms 211
001 -HOSPITALITY & THE HOTEL INDUSTRY
The ABC Of Hospitality
1
Hospitality-
Introduction
&Definition
The word hospitality has a varied application. It can be applied
with the persons whom we visit day to day, their utmost concern to
please you upon your visit or just taking care of your needs when you
are away from home. So hospitality becomes applicable only when
one is out of his home, in an unknown scenario, where he is taken
care of and made to feel comfortable. It also means actions by which
one can achieve satisfaction of others or by performance of various
acts by which a visitor would remember the performer and cherish his
company upon his returning back home. It also means ways by which
one goes an extra mile to do something to make the visitor feel a
home away from home, a feel good factor that works on him, totaling
to the warmth, affection and total concern of the host. In other words
it is the attitude of the people serving, i.e., the host how he makes his
guests/guests visit memorable and a pleasant experience.
Therefore, hospitality is ways or actions adopted by the host by
which a visitor is being made to feel comfortable and at home.
The Importance of
Hospitality.
One may often ask why we should practice hospitality. Now in this
world where we continually render our services, one is the giver
whom we can term as the seller and the other is the receiver or in
other words the customer. It is also true that you may offer services
as a seller and it is up to the choice of the customer to accept it or not.
Now, hospitality can be extended at ones home with equal
importance is in business. The services a business sector would
provide are more or the less same, but the way a customer is looked
after can be different. And this makes hospitality so important. Here,
it is also important to remember that a customers needs are ever
changing and keeping in pace with their needs a well motivated
hospitality industry would always modify according to the needs of
its customers. Since, the customers keep one business going and the
customers are always comparing the services they receive with what
they pay for it and the add-on what they get from the establishment
the feel good factor, therefore it is important.
Application of
Hospitality
Hospitality is an industry by itself being and its principal can be
applied in many industries. The principal participators being the
Hotel and Tourism and the other areas where hospitality can be
applied are listed below.
a) Hotel Sector.
b) Travel Sector- Tourism, Transportation, Travel gents & Tour
Operators.
c) BPO Sector.
d) Retail Outlet Sector.
e) Banking Sector.
2
f) Nursing & Hospital Sector.
g) Customer Care Services.
h) Event Management Industry.
i) Recreation, Entertainment & Festivals.
j) Corporate Houses.
k) Manufacturing Industries.
l) F& B Service & Food Production.
m) Small business Entrepreneurs.
The Rules for
Customer/ Guest
Satisfaction
Hospitality refers to pleasing of guests. To please a guest there are
two rules.
Rule 1:- The guest is always right.
Rule 2:- Even, according to you, if he is wrong, apply Rule No:
1.
The Hotel Industry-
Definition &
History
The hotel is defined as a place where one can be offered with food,
drinks and shelter in exchange of money, provided he is in the
position to pay and is in a fit condition to be received.
The need for a hotel arose, perhaps, with the urge to travel and with
the latter getting the impetus from the invention of wheels the
necessity of a home away from home increased.
The early travelers were the warriors, the traders or the people in
search of knowledge. In those times there were no hotels and people
traveled on palanquins, horses, elephants and donkeys. The warriors
pitched their tents for accommodation and had their own garrison to
feed them. The traders often traded their merchandise for lodging or
were sometimes respected by the nobilities and the scholars often
gained patronization from the kings and nobilities.
People formed groups, acquired lands, formed villages and cities and
kingdoms. Rulers came up to rule upon them. Wheels were invented
and roads started getting constructed initially for the movement of
the army. Chariots, animal driven carts came into being and along
with it travel started among the civilians as well namely among the
traders, pilgrims and the scholars.
Necessity arose to give shelter to these travelers and inns were
constructed. The early hotels, the inns, as they were called dates
back to the 6
th
century BC. It was a family enterprise and was very
much different to the hotels as we see today. There was no privacy.
People had to carry their own beddings and make their own bed. The
food was just wholesome and healthy. Entertainment was provided
by the inn keepers wife and daughter. There were stables to keep
3
their carts and feed the animals.
In Europe, during 7
th
and the 8
th
Century BC, the monasteries
provided shelter and food to the travelers. But incidentally, these
monasteries had a very little capacity to give shelter to a huge fleet
of travelers which later started coming up in groups in order to
protect themselves from highwaymen and eventually a need for
larger accommodation arose.
In 13
th
Century the Manor houses of the nobilities provided food and
shelter free of cost. But in time, the free services offered by these
manor houses were crippled by taxes and many had to reform their
establishments as inns.
In this way the need of hotel keeping came up and the lead was taken
up Switzerland. It was in this part of Europe the birth or organized
hotels came up in form of Chalets (small wooden house) and small
hotels that provided a lot of services. In England there were public
houses that came to be called as Inns for the nobilities and the
taverns for the commoners. In France too there came up a
classification of superior hotels the Hosteller for the rich people
and the Cabarets for the commons. In Americas the lodging houses
were called Inns and Coffee Houses.
The industrial revolution gave way to the discovery of steam engine,
which in turn gave way to a wide network connection by rail.
Industrial revolution over threw feudalism and the economy started
getting shared among the middle class section of the society.
Traveling and boarding became easier and at the same time
affordable to a wider cross section of the community.
Consequently, the hotel industry boomed in the 18
th
Century with the
opening of the City Hotel in 1794 in New York. This hotel was built
by an American E M Statler and this was the first where the entire
building was constructed for the hotel purpose. Throughout the 1800
the American innkeepers improved their services and continued to
build larger and amply equipped properties and such properties were
mostly located near sea towns.
The next stage of the cycle of the evolution of the hotel industry was
coming up of the motorcars which in turn necessitated in
constructing a wide network of roadways. It enabled to visit those
parts of the country which could not be traveled by railways. This
gave birth to inland resorts. Along with this new concept there arose
another necessity to stopover en-route arose. Especially to re-fresh
oneself and service and refuel their cars. This gave way, especially
among the Americans to construct such transit hotels which came to
4
be called as motor hotels.
International air travel came into existence. This helped to create
modern stop over hotels, business hotels, need based hotels, airport
hotels, designed to suit every need of the customers and more
specifically international chain operations throughout the country
and the world ensuring easy access to the homes away from homes.
Development &
Growth of Hotels in
India
In the early periods in India, hospitality was not organized but was
provided either by an individual or village bases. But nevertheless,
the guests were held in high esteem and they were regarded as
Athiti deva Bhava a guest is like God.
People who generally traveled, were on government missions who
had their own set ups. The other groups comprised of the pilgrims,
businessmen and the scholars and students. The students usually
became disciples of educational instructors who were called
Gurus, and it was in their homes the students stayed and learned
the necessary texts during the years of their tutelage. The
accommodation and the food were taken care of by the guru and
many times the students were taught to cook their own meals. The
businessmen and traders often traveled together and lodged at
mansions and havelis of the noblemen. The pilgrims had to board the
dharmsalas and were looked after their own religious people called
the pandas at the place of the pilgrimage. It was later discovered that
in the Buddhist universities and monasteries in Taxila and Nalanda
provided accommodation to students and scholars.
In India too the development of the hotel industry was closely linked
with travel. Inns, which were called serais, were set up at strategic
places which served as a stopover. Such evidence is still being borne
by the name of a place a Mughalserai which was about just half
the distance from Delhi the capital and Murshidabad, the seat of the
Bengals nawabs. Even the Grand Trunk Road had innumerable inns
to meet the demands of the passersby.
It was with the coming of the British the hospitality industry took on
a large scale shape. Many of the serais changed its dcor and type of
food according to the liking of the British. In 1840 a Parsi gentleman
Pallanjee Pestonjee opened a hotel in Bombay which was as good
as that maintained by any British and it was famous for its food and
beer. Later more hotels like Auckland Hotel, Great Eastern hotel
came into being. The Taj Group was founded in 1903 by JRD Tata
with its maiden Hotel constructed at the Gateway of India
Mumbai. Mr. M S Oberoi started his career as an hotelier by buying
the Ceceil Hotel, Shimla in 1934. A brief history of the hotel
industry both internationally and in India are discussed
5
chronologically in the following pages.
omc Tmporlunl Evcnla in lhc olcI Tndualry
TABLE I.1
GREAT FIRSTS IN THE HOTEL INDUSTRY (U.S. Hotel Industry)
YEAR EVENT
1846 Central Heating
1859 Elevator
1881 Electric Lights (2 years after patent)
1907 In-room Telephones (31 years after invention)
1910 Formation of American Hotel Association (later *AHMA) was formed, now**AHLA
1927 Radio in rooms (21 years after invention)
1940 Air cooling mostly in public area
1950 Electric elevator
1958 Free television
1964 Holiday Inn reservation system with centralized computer
1965 Message light on telephone
1965 Initial Front office systems followed by room status
1970 Color T.V. (invented in 1954)
1970 (Early) E.C.R. (Electronic Cash Register)
1970 (Mid) POS (Point of Sales) system and key less locks
1973 Free In-room movies (Sheraton)
1983 In room personal computers
*AHMA: - American Hotel & Motel Association
** AHLA: - American Hotel & Lodging Association
________________________________________________________________________
TABLE I.2
INTERNATIONAL LANDMARKS IN THE GROWTH OF HOTEL
INDUSTRY
YEAR EVENT
1650 Pascal opened a caf in Paris and Coffee House in London
1794 City Hotel (73 rooms) at 115 Broadway, New York. First building specially
made for a hotel by E.M. Statler.
1829 Tremont House. Adam & Eve of modern hotel industry was opened at Boston
(170 rooms)
1889 Cesar Ritz introduced luxury hotels such as Savoy, Carlton and Hyde Park
hotels in London
1890-1899 Frederick Gordon and Sir Blundell Maple launched Gordon Hotels and
Fredrick Hotels Ltd.
Late 19
th
Century Famous Waldorf Astoria, New York
18. 01.1908 Buffalo Sattler by Ellsworth Statler in U.S. considered being the forerunner of
the commercial hotels.
1927 Stevens Hotel in Chicago, later renamed as Hilton Hotel (3000 rooms)
6
1950 2 new concepts emerged: (a) Motels (b) International Chain operations.
Hotel Rossia or Rossiya Moscow (Remained largest hotel of the world for quite sometime)
West Inn Stanford Singapore (Remained tallest hotel building of the world for quite sometime)
INTERNATIONAL LANDMARKS IN THE GROWTH OF HOTEL INDUSTRY- cont'd
1930- Depression in World
Economy
Decline in Hotel Industry
World War period Many trained staff joined the army, lowering the standards of service, but the
business thrived, increasing the room occupancy percentage due to mass
movement to approximately 90%.
1950s Upsurge in hotels. New concepts developed such as motels, boatels,
floatels, rotels, and loatels.
Kemmons Wilson formed Holiday Inn and the first Holiday Inn was
made in 1952.
1960s Development of Atrium Hotels by Hyatt.
Individual hotels merged themselves with hotels chains like Sheraton,
Hyatt, Holiday Inns, Ramada Inns, etc.
Later part of the 60s offered Budget Hotels & Motels.
1970s The hotel industry took once again the frenzy of hotel construction. Hilton,
Sheraton, and Western Corp, opened convention oriented hotels. Airport
Hotel locations also appeared and the Marriotts started locating their
properties outside the central city area. Aided by financers money became
available and so also the franchisees. But on the other these franchisees
were often undercapitalized and lacked in experience whish resulted in
poorly located properties. Certain other problems also cropped up-
Energy crisis causing in curtailment of travel,
Inflation causing construction cost and interest rates going high,
Recession controlled business trips, conferences and conventions,
Due to above situations, the properties running in marginal profits could not
pat their mortgage amount and the leaders became the owners who hired
experienced hoteliers and outsourced their management to professional
companies to manage the operational responsibilities.
Current Scenario Since then a lot of changes in the technological and management approach
have taken place and todays hotel industry is progressing day by day.
International business is rapidly developing and with the development of air
travel, a lot of business executives are traveling out. Modern hotels are
rendering facilities according to the needs and wants of the tourists and the
business class.
Some international hotel chains of repute that rendering a world class service
are -
Accor. American International Hotel & Travel Lodge, CEDOK, Club
Meridian, Friendship Inn, Golden Tulip, Hilton, Holiday Inn, Howard
Johnson, Hyatt, Imperial, Inter Continental, Marriott, Meridian, Motel 6,
Park Royal, Quality Inns, Ramada Inn, Red Carpet Inn, Red Roof Inns,
Sheraton, Sofitel, SRS Hotels, Super 8 Motels, Topeka Inns, Trust House
Fort, United Inn, Utell International, Western International Hotel, Wolfe
International, etc.
_______________________________________________________________________
7
TABLE I.3
omc Tmporlunl Evcnla in lhc Tndiun olcI
Tndualry
YEAR/PERIOD EVENT
Early Period Was not organized- provided either by individual or village bases
Later Buddhist Monasteries provided board & lodging to travelers.
Chandra Gupta Maurya Establishment of Inns and guest houses
Muslim Period Establishment of Musafir Khanas & Serais *
With the coming of the
Britishers
Serais started developing into inns & western style hotels in cities like
Calcutta & Bombay.
Early Period of the British Raj Establishment of:-
Excellent & famous inns- Portuguese Georges, Parsee Georges, Paddy
Georges,
Famous hotels Albion Hotel, Victory Hotel, Hope Hal(tariff @ Rs6/- per
day for room & meals)
From the records it is being noted that
In 1778 a traveler named Philip Stanhope stayed in a luxurious &
excellent tavern in Bombay
Prince David who visited India stayed at a luxurious hotel- Mac Farlanes
Hotel
In 1800 a dinner was held to commemorate the capture of
Shrirangapatnam was served at MacLeans Hotel. This same hotel
remained a resort for many years for Sans Souci Club which entertained
Duke of Wellington, Lord Nelson and Sir Arthur Wellesley.
1810 Din Muhammad set sail to London to open the first Indian
Restaurant-Hindustani Coffee House
1840 Pallanjee Pestonjee started the first luxurious hotel in Bombay.
1843 Establishment of Auckland Hotel in Calcutta later came to be known as Great
Eastern Hotel in 1858. It was later renovated for a sum of 10 lacs.
1871 Building of Esplanade hotel in Calcutta by a British named John Wakson.
End of 19
th
century Coming up of guest houses- Dak-Bungalows for official touring purposes
which later replaced by modified Circuit House.
1903 Construction of Taj Mahal Hotel in Bombay by J. R. D. Tata, under the
flagship of Indian Hotel Company. A first hotel operation that took up as a
chain built by an Indian for the Indians.
1912 Spencers started hotel business in Calcutta. They were better known with
railway catering as well.
1922 Raj Bahadur M.S. Oberoi started his career as a clerk in Falettis Cecil Hotel
in Shimla, under Clarkess Group who later became the owner of the hotel
and bought another hotel under Clarkes at Delhi.In 1946 he established
Oberoi Hotels private Limited and later on 26
th
May, 1949, established East
India hotels Limited (EIHL). Many hotels were added during the period
among which Oberoi Intercontinental in 1965 in New Delhi & Oberoi
Sheraton in 1973 are the most important ones.
1962 Drop of tourist influx, from 1, 39, 804 to 1, 34, 360, Government realized the
importance of tourism and establishment of Hotel Corporation &Ttourism
Corporations.
8
1956 1) Ashoka Hotel was made, and
2) Dewan Lal committee was formed to-
standardize hotel services,
Some Important Events in the Indian Hotel Industry
YEAR/PERIOD EVENT
1956 (Contd)
lay criteria for classification of hotels
suggest guidelines for tourism promotion in India and within India
Suggest improvements of the existing arrangements and availability of
sources for the promotion of national and international tourism,
Suggest rate structure keeping in view the existing price structure in
hotel industry.
1964 Formation of Corporations
Indian Tourism & Hotel Corporation
India Tourism Corporation Ltd.
India tourism & Transport Corporation
1966, 24
th
September The Government of India decided to merge these three Corporations &
formed India Tourism Development Corporation.
The Early Seventies Coming up of Indian chain operations. Welcome Group, The Oberois with
their corporate office as East India Hotel Limited, the Spencer Group, the
Ritz Chain, with other chain operators like Sinclairs to follow.
The Early Eighties With India hosting the Asiad, many International Hotel Chains saw the
potential of hotel industry in the Indian market
The Present Status Coming up of international chain operations. Some chain operations
operating on franchise basis-Sheraton, Hilton, Ramada, Sofitel, Meridien,
Hyatt, and Marriott.
This period also saw some Indian Chains going international; mainly the
Indian Hotel Company the corporate of the Taj Group, the East India Hotels
Ltd., spread its operation abroad as well.
________________________________________________________________________
olcI L Culcring Tnformulion
TABLE I.4
hames an4 0esctiption of 8ome Iamous 8etais
NAMES DESCRIPTIION & LOCATION
Qutub Serai At the entrance of the tomb of Kamali Jamali. It had 50 feet deep baoli in its
courtyard.
Ladha Serai Also known as Bagh Nazir, it is 300 yards south of the tomb of Jamali. It was built in
1748.
Lado Serai Also in the same vicinity, it was originally a caravan serai.
Sarban Serai It is in Kamlapati garden, very close to DelhiQutub Road.
Daud Serai It is situated 500 yards south of the tomb of Maulana Kuli Khan in Qutub Area
Kallu serai Built during the Tughlaq Period, it is in the vicinity of Sarvpriya Vihar area, its main
feature, a rubble masonry building, is called Bijay Mandal.
Arab ki Serai It was built in 1560-61 by Hamida Banu Begum, wife of Humayun, as a settlement of
9
300 Arabs, whom she had brought with her while returning from pilgrimage to Mecca.
Sheikh Serai It was named after the popular saint Sheikh Allauddin who lived there and had his
tomb during his lifetime.
TABLE I.5
hames ctivities of 8ome 8otel 0hain 0petations in In4ia
NAMES ACTIVITIES
ITDC India Tourism Development Corporation, a public sector enterprise, was formed
upon merger or three corporations on 24
th
September, 1966, previously set up by the
Government of India in 1954
India Tourism &Hotel Corporation,
India Tourism Corporation Limited,
India Tourism & Transport Corporation, with an authorized capital of Rs. 5
crores.
Taj Group of Hotels In 1903, JRD Tata constructed the first hotel the Taj Mahal Hotel in Bombay under
the flagship of hotel of Indian Hotels Company and since then it has been the
landmark by Gateway of India. This was the first hotel of international standard built
by an Indian for the Indians. The Tajmahal hotel was the only hotel of the Tatas for a
long time and the revenue earned was spent for the research & development of
medicines for cancer in the Tata Memorial Research Institute in Bombay. But
nevertheless the hotel is rated among the ten best hotels in the world. Later the
company took over Ram Bagh Palace in Jaipur and Lake Palace in Udaipur. The Ram
Bagh Palace remained one of the ten best hotels of the world for quite a long time.
Later the group came up with many more hotels in Delhi, Madras. Kolkata, Goa,
Varanasi, Bangalore, and many other places in India. The group also operates abroad
with hotels in UK, USA, Oman, Maldives, Dubai, Sri Lanka. It also operates Flight
Catering Service with Flight Kitchens at Mumbai and Delhi.
Oberoi Hotels Rai Bahadur M S Oberoi, is the founder of this organisation. They had their first hotel
in Shimla and Delhi. Later they took over Grand Hotel in Calcutta on lease and by the
end of World War II, the hotel became well known for its excellent service and
facilities. In 1946 the company was formed in the name of Oberoi Hotels Private Ltd.,
and later in 1949 East India Hotel Limited (EIHL) was formed. Many hotels were
added to EIHL, among which Oberoi Intercontinental, New Delhi and Oberoi
Sheraton, Bombay are the most popular and acclaimed for its excellence in service.
The EIHL is now one of the largest hotel chains operating in India and also abroad
with properties in Australia, Indonesia, Iraq, Sri Lanka, Nepal, etc. Oberoi also has its
own training institute, (OCLD) in Delhi.
Welcome Group It is the hotel division of the (ITC) Indian Tobacco Co. Ltd. ITC entered into hotel
business in 1975 with the opening of Hotel Chola In Madras. The Welcom Group has
hotel in various cities in India such as Agra, Delhi, Aurangabad, Jaipur, Goa,
Gwalior, etc.
U.P. Hotels &
Restaurants Ltd.
The chain is more famous as Clarkes Group of Hotels, established on 13
th
February,
1961. Clarkes Shiraz, Agra was its first enterprise, which had some more add on in
later years - Clarkes Awadh, Clarkes Ajmer, Clarkes at Lucknow, Jaipur and
Varanasi respectively.
Ritz Chain The chain is owned by R N Kapur family with hotels in Mumbai, Hyderabad, &
Conoor. The chain has dinning outlets that specializes in Italian cuisine.
Spencers Started hotel business in Calcutta in 1912. It has operations mainly in South India. It
has several hotels in Madras-Hotel Connamera, West End Hotel in Bangalore, Hotel
Malabar at Cochin & Trivandrum, Hotel Blue Mountains in Kotagiri, Hotel Savoy in
Ooty, Hotel Arakua in Bangalore, and three vegetarian hotels in Madras Geetha,
Ashoka And Ajanta.
Sinclairs A chain of hotels operating in eastern part of India, with hotels at Darjeeling, Takdah,
Siliguri, Ooty, Dooars and Port Blair.
10
Hotel Corporation of
India
A subsidiary of Air India, which looks after its flight catering. The chain has hotels in
Bombay (opened in 1974) followed by hotels in Delhi, Srinagar, Rajgir, etc. The brand
name of the hotel chain in Centaur.
hames ctivities of 8ome 8otel 0hain 0petations in In4ia, cont'4
Leela Chain Hotels The chain is owned by Captt. C P Krishna Nair of Kerala. The specialty of this chain
is Butler Service, where the butlers are trained by former members of Royal house of
Windsor. They have named the coffee shops of all the hotels of their chain as Citrus
and the Indian Restaurants as Jamewar.
The chains have hotels in Mumbai, and Goa and Leela Palace at Bangalore
Asian Hotels The group has tied up with Hyatt chain and has hotels in Delhi, Goa, Mumbai and
Bangalore with further property in Jaipur and Agra
Apeejay Surrendra
Group (Park Hotel)
It started its first hotel as Park Hotel in Calcutta in 1967. Later it added large hotels
in Delhi & Chennai, and a resort hotel at Viskhapatnam to its group.
J.P. Hotels The group has hotels in Delhi, Agra and Mussoorie.
Sarovar Park Plaza This chain was started by ex-management team of Oberoi Group, namely with Mr.
Ajay Bakaya and Mr. Anil Madhok and has rapidly expanded its business through
franchisee management mode to hotels in Jaipur, Agra, Bangalore, Mumbai,
Ahmedabad, Gurgaon, and also abroad in countries like Belgium, Tanzania, Kenya,
etc.
Fortune group - ITC This was started in 2000 with the aim to primarily address the demand of Smaller
Business Hotels in satellite suburbs and have hotels in Delhi, Gurgaon, Noida,
Vadodhara, Surat, and Ahmedabad.
Radisson Have hotel chains in Delhi, Goa, Mumbai, Shimla, Orissa, West Bengal, Jaipur. It is a
venture of Carlson Hospitality.
J. W. Marriott The chain has hotels in New Delhi, Mumbai, Goa, Jaipur & Agra.
Star Hotels They have hotels in Nainital, New Delhi, & Allahabad
Roop Kumaon The hotels operating under this chain are Hotel Roop Kumaon, near Ramgarh,
Uttaranchal, and Corbett Roop, & Resort Mohan near Ram Nagar, Uttaranchal.
Chevron Hotels &
Resorts
Have hotel properties Rosemount at Ranikhet, and Fairheavens at Nainital and at
Kumaon.
________________________________________________________________________
TABLE I.6
Iist of 8ome Palace 8otel7 8etitage Ptopetties
THE PALACE ACTIVITIES
Maharaja Hari Singh Palace The first palace to be converted to Oberoi Hotel, Srinagar.
Maharaja of Jaipur His palace was converted to Ram Bagh Hotel
Maharaja of Udiapur The third to convert his palace to Lake Palace in Pichola Lake in
collaboration with Taj
Jodhpur Palace
Jaisalmer Palace
Bikaner Palace
Taken over by the Oberois
These palaces were later converted to hotels
Lakshmi Vilas Palace of Udaipur The palace initially belonged to Maharaja Bhupal Singh
Lalitha Mahal Plalace,Mysore
Halycon Palace of Travancore
Maharaja,
Being converted to hotel properties
Ushakiran Palace, Gwalior Another Palace hotel of repute.
11
Jai Mahal Palace
Jalmahal & Rajmahal palace
They are also converted or being converted into hotel properties.
Iist of 8ome Palace 8otel7 8etitage Ptopetties cont'4
THE PALACE ACTIVITIES
Chamundi Hill Palace Also being converted to a hotel
Bolgathy Palace A palace near Cochin Fort, the Residence of former British residents
of Southern States, is also being converted to a hotel.
TABLE I.7
hames ctivities of 8ome 8enowne4 8oteliets in In4ia
NAMES ACTIVITIES
Jamshedji Nusserwanji Tata The founder of the Taj Group of Hotels. He formed the Indian Hotels
Company (IHC), in 1897 and built exquisitely beautiful Taj Mahal Hotel
in Mumbai. The hotel started its operation in 1803and has been a
landmark by the Gateway of India ever since. The Taj Mahal Hotel,
Mumbai is rated among the 10 best hotels in the world.
Mohan Singh Oberoi The Chairman and the founder of the Oberoi Hotels was born in August
1900, in Bhaun- a small village now in Pakistan. After his marriage in
1922, he arrived penniless in Shimla and found himself a job as a front
office clerk in Hotel Cecil at a salary of Rs.40/- per month. Some years
later he took up a job with Clarkes Hotel in Shimla and gained
experience all aspects in hotel operations. In 1934 he bought Clarkes
Hotel mortgaging all his assets, including his wifes jewellery. In early
1930s cholera broke out in Calcutta, the city was deserted and in the
event grand hotel had to close. In 1938 Mr. M S Oberoi acquired the
hotel and converted into a profitable business venture. Till today Grand
Hotel remains the citys most luxurious hotel. In 1943 he took over
Associated Hotels in India (AHI) with 8 hotels including hotel Cecil in
Shimla, Maidens and Imperials in Delhi, and 4 hotels which are now in
Pakistan. The Oberoi Intercontinental in Delhi which was opened in
1965, was the first modern luxury hotel in the capital. The Oberoi
Towers in Mumbai was opened in 1973. Mr. Oberois dedication to hotel
industry was evident through launching Oberois own training institute-
Oberoi Center for Learning & Development (OCLD). Mr. Oberoi was
named as the Man of the World for 1983 at the Annual Hotel
Convention of the International Hotel Association, New York and was
selected as the Outstanding Hotelier of the Year by the Hotels and
Restaurants International.
Lala Ram Parshad Mr. Lala Ram Parshad is considered as one of the pioneers of the Hotel
Industry in India. In 1946 he purchased two hotels in Mussoorie in UP
and operated one hotel in Bokaro. He was appointed as the Technical
Director of Hotel Ashok, during its construction period and was the first
Asian to be elected as the executive member of the International Hotel
Association (IHA) in 1969. He was amongst the first few hoteliers to
realize the importance of trained manpower in the industry and was
associated with various Hotel Management Institutes & and Food Craft
Institutes in India.
12
TABLE I.8
8ome 8otel 0hain 0petations in In4ia
GROUPS NAME OF THE HOTEL LOCATION
!AJ GPO0P
Tk HkkL TEL
TEL Tk PBESl0EkT
Tk HkkL TEL
TEL Tk PkLk6E
Tk BEk6kL
Tk BESl0Ek6
Tk 6BHkk0EL
Tk EXTl6k
TEL Tk 6kk6ES
TEL Tk KBlSkk
Tk kBl HkkL
TEL Tk BESl0Ek6
HBHBkl
HBHBkl
0ELl
0ELl
KLKkTk
6kLl6BT (KEBkLk)
6Ekkkl
6k
VkBkkkSl
0EBkBk0
0PBB
LB6KkN
OBEPO| GPO0P
TE BEBl SEBkTk-0ELl
TE BEBl-HBHBkl
TE BEBl-Bkk6kLBE
TE BEBl6Bkk0
TE BEBl kHBkVlLkS
TE BEBl BkVlLkS
TE BEBl B0kVlLkS
VkkkVlLkS BESBT
0ELl
HBHBkl
Bkk6kLBE
KLKkTk
k6Bk
klPBB
B0lPBB
BkkTkHBBE
|!C-wELCOM GPO0P
TE lT6-SEBkTk TEL
HkBBlTT NEL6H TEL
BHkl0 BkNkk PkLk6E TEL
LkLL6kB PkLk6E TEL
6Ekkkl
HBHBkl
0PBB
BlKkkEB
|N!EPCON!|NEN!AL GPO0P
OF RO!ELS
Ll0k lkk
lkTEB6kTlkEkTkL HkBlkE 0BlVE
6Bkk0 lkTEB6kTlkEkTkL
lkTEB6kTlkEkTkL PkBK BkL
6Bkk0 PkLk6E lkTEB6kTlkEkTkL
Ll0k lkk BESBT
HBHBkl
HBHBkl
0ELl
0ELl
SBlkk6kB
6k
JAYPEE GPO0P OF RO!ELS
VkSkkT 6kTlkEkTkL
kPEE BESl0Ek6
TEL kPEE Sl00kBT
kPEE PkLk6E TEL
0ELl
HBSSBlE
0ELl
k6Bk
AMBASSADOP RO!ELS
TE kHBkSSk0B TEL
TE kHBkSSk0B PkLLEVk TEL
TEL kHBkSSk0B kkkTk
HBHBkl
6Ekkkl
kBBkk6kBk0
!P|DEN! GPO0P OF RO!ELS
TEL TBl0EkT
TE TBl0EkT
TE TBl0EkT
k6Bk
kHE0kBk0
6Ekkkl
LE MEP|D|EN RO!ELS
TEL LE HEBl0lEk
LE HEBl0lEk TEL
TEL LE HEBl0lEk
TEL LE HEBl0lEk
LE HEBl0lEk KVkLkH BEk6 BESBT E SPk
LE HEBl0lEk BESBT
TEL LE HEBl0lEk
LE BkL HEBl0lEk
Bkk6kLBE
0ELl
PBkE
kHE0kBk0
TBlVEk0BBH
K6l
HBHBkl
6Ekkkl
13
!RE PAPK GPO0P
TE PkBK TEL
TE PkBK TEL
TE PkBK TEL
TE PkBK
kEN 0ELl
KLKkTk
VlSkKkPkTkkH
Bkk6kLBE
Importance of Hotel
as an Industry
The hospitality industry, like any other industries, has its
commitment, to the society and help in the growth of the countrys
economy, and hence importance cannot be ignored.
Some of its services that it renders are enumerated below:
1. Provider of Facilities:
It provides venue for holding meetings and conferences,
transaction of business and center for recreation and
entertainment.
2. Source of Attraction for Visitors:
For many people the hotels area source of attraction where they
come and visit. While doing so they also bring with them the
spending power which becomes and earning to the hotel which in
turn becomes earning for the society.
3. Foreign Currency Earner:
The foreigners who stays in the hotel they en-cash their countries
currency to the local currency. This, specially for a developing
country, is turn increases the reserve of the foreign currency of
that other country which is financially stronger than this country.
4. Employer of Labour:
Like any other industry it engages manpower in exchange of
salary and wages thus increasing the employment status of that
and giving and impetus to the economic condition of that region.
5. Impetus for Manpower Development:
The Hospitality Industry requires engagement of professionals.
Throughout the world there are various manpower development
institutes training in Hospitality- like Cornell University, USA,
Lusanne Hotel School, France, Institute of Hotel Management
Catering technology & Applied Nutrition, India, etc. the
educational centers are acting like infrastructure to manpower
development.
6. Outlet for Product of Other Industries.
Various materials staring from constructional, electrical,
plumbing, draperies, agro products, and many more are required
by the industry. These items when being purchased improves the
economy of that particular industry. Like if everyday the total
consumption of fish by all the hotels sums up to Rs.200, 00, 000,
14
then the economy of the fisheries industry is earning that sum of
money.
7. Amenities for Local Residents:
The Local residents can also hold various meetings, conferences,
get together, birthday parties, marriage function, etc. or even
come in the restaurants to dine and drink. Thus this gives
business to the hotel industry which indirectly pays the economy
of the nation.
8. Tax Earner:
The hotels levy taxes to the customers on the services they
provide which are in turn paid to the Government. Thus it helps
the Government to earn tax for the development of the country.
9. Facilitate in Regional and Infrastructural Development:
With the construction of a hotel it becomes necessary to connect
it with improved roads, well constructed bridges, well developed
surroundings, new bus services, etc which were not there
previous to the coming of the hotel. Thus with coming up of the
hotel there is a development of the basic systems and services.
10. Instrument for projecting Cultural Heritage and Image of the
Nation:
It helps a foreigner in understanding the cultural heritage of that
country with its dcor, cuisine, the art of welcoming, dressing of
uniformed staff etc.
11. Aiding the Growth of Waste Recycling Industry:
A great volume of waste from disposables bottles to peels of
vegetables and burnt oil is generated which if disposed carefully
to the waste recycling industry it would aid in their flourish.
Ill Effects of
Hospitality:
Some of the bad effects are:-
1. Depletion of Cultural Heritage :
The local tradition and belief may be discarded by the visit of the
people from other backgrounds and thus there can be a cultural
loss to that community.
2. Environmental Pollution:
The tourist leave behind a huge volume of waste which if not
cared for can cause an environmental pollution.
3. Loss of Ecological Balance:
With increase of visitors there can be a loss of ecological
balance, like a bird sanctuary may get devoid of birds by visit of
15
tourists in large numbers or in hills the local temperature of that
place may rise causing in avalanche.
4. Rise in Cost of Living:
The tourists tend to buy even a trifle item at an exorbitant price
thereby increasing the selling price of the commodities and
making a rise in the cost of living of the local people.
002 -THE CLASSIFICATION OF HOTELS
16
The Basis of
Classification
A hotel may be classified under the following criteria
1. Size
2. Plan
3. Location
4. Length of Stay
5. Ownership
6. Type of Accommodation
7. Facilities
The explanation of the above classification are as below:
Classification of
Hotels by Size
The classification of hotels by size
does not refer to the dimension of the property or the height of
the building.
It refers to the number of rooms held by the hotel.
Such rooms do not include the offices and other area that are
related to the operation of the hotel.
It simply refers to those rooms that are assigned to guests
for accommodation purposes.
Therefore accordingly, when the hotels are
Referred as It means they have
Small Maximum 25 room
Medium Minimum 26 rooms and maximum 100 rooms
Large Minimum 101rooms and maximum 300 rooms
Very Large More than 300 rooms
Classification of
Hotels by Plan
Plans mean a tariff rate for the services given by the hotel. They are
commonly known a meal plans. Generally there are 5 types of plans
and the services they include are as below:
Plan Services
European Plan : This includes only the room
Continental Plan : Room + Continental Breakfast
Bermuda Plan : Room + American Breakfast
American Plan : Room + 2*minor meals and 2**principal
meals
Modified American
Plan
: Room +Anyone of the *minor meals +
Anyone of the **principal meals
17
There is one more plan, which is not a meal plan. Contrarily, it is a
package rendered to the guest, which is known as
Go Plan : This means when a guest is staying in a chain hotel
operation, under this plan he need not pay at every
hotel while he checks out. He can settle his final
bill at the last hotel where he stays at the end of his
itinerary.
*minor meals : Breakfast & Afternoon tea
**principal meals : Lunch and dinner
This way of classifying a hotel is as per where these hotels are
situated. The classification under this group may be as follows:
1. Downtown Hotels.
Parameters Criteria
Location: Heart of the city, i.e., busy business/commercial areas
Clientele Mostly businessmen and sometimes tourists.
Facility Modern facilities, e.g., 24 hours Coffee Shop,
Specialty Restaurants, 24 hours Room Service,
Business Centre, Centrally located AC rooms,
Discotheque, Swimming Pool, Shopping Arcade,
and Travel Desk.
Duration of
stay
3-7 days
Classification On
the Basis of
Location
2. Transit Hotels.
Parameters Criteria
Location: Near the port of entry, e.g., Sea Port, Air Port, Bus
Terminal, Railway Station.
Clientele ***Layover passengers, ****Misconnected
passengers, Businessmen & tourists in transit
Facility Modern Facilities.
Duration of
stay
Few hours to few days
18
***Layover passengers: Passengers whose flight is delayed for various reasons
****Misconnected passengers: Passengers who missed their connecting flights.
3. Resort Hotels.
Parameters Criteria
Location: Resort places like Hill Stations, Sea Beaches,
Forests, etc.
Clientele Holiday makers, Tourists, and sometimes
Businessmen.
Facility Moderate to modern facilities.
Duration of
stay
Few weeks to months.
4. Motels or Motor Hotels.
Parameters Criteria
Location: On Highways
Clientele Motorists, Tourists and sometimes Businessmen.
Facility
Features
Moderate to modern facilities.
They include:
a Parking space against each room.
b Refueling station.
c Garage facility.
d Swimming pool.
Duration of
stay
Mostly overnight.
Length of Stay
A. On Long term Basis
1. Residential Hotels.
Parameters Criteria
Location: Anywhere in the city or in suburbs.
Clientele Students or small businessmen who have stay away
from home for a longer period. .
Facility
Features
Basic ones like accommodation and food.
Rent is paid monthly of quarterly.
Duration of
stay
Few months to years.
19
Length of Stay
B. On Short Term Basis
1. Transit Hotels- Airport Hotels, Motor Hotels/Motels.
These have already been described earlier
Classification On
the Basis of
Ownership
1. Independent Hotels:
These hotels are owned by independent ownership and they do not
have affiliation with any other property, or any tie-up with any
other hotels with regards to policy, procedures and financial
obligations.
The advantages of this type of hotels are:
a) They need not maintain a particular image.
b) They are not bound to maintain any set targets.
c) They can quickly adopt the changing trends.
2. Management Contractual Agreement :
Under this type of ownership, a contract is entered by the proprietor and
a second party who is termed as the operator. Usually, as per the contract
The owner retains the legal and financial responsibilities.
The operator pays the operating expenses and recovers from the
owner.
Owner is responsible for paying the taxes, insurance and debts.
3. Chain Hotels :
When the hotels and motels owned by proprietor get affiliated with
one another they form chain hotel organisations. The affiliation,
which is usually controlled by a large centralised organisation,
gives manifold advantages over single ownership holdings. Some
of them are:
Easy reservation for the guests.
Improved managerial aids and skills.
Easy knowledge exchange & transfer.
Improved HR- development more chances of promotions &
better staff training systems and curriculums.
Improved financial strength.
More operational expertise.
Greater manpower.
Contribution of specialties especially in fields of facilities.
Easy merchandising of the products.
20
The affiliation can come up in three ways:
A) Variable terms of Affiliation:
Under this type of affiliation the two or more operations may
get affiliated with a Organisation having variable terms of
affiliation like terms on operation and management in
compensation to an yearly fee, or terms on using the name of
the chain used by the franchisee subject to maintaining the
policy of the Organisation , in compensation to an yearly fee.
In the second case the Chain Organisation will have no power
on the employees of the hotel.
B) Referral Chain:
A referral chain is made up of independently owned and
operated hotel and motels and provides shared advertisements,
joint reservation system and standardized quality. Virtually
there is no shared management and financial functions.
C) Multi- Unit Company:
They operate under a corporate head office and own several
operations across the country and abroad.
Some Other
Classifications
Some hotels can also be classified as under
i) International Hotels:
These hotels are situated in cities and provide modern, western
style luxury to the guests. They can also be termed as full
service hotels. Many such hotels are owned by international
chains. Such hotels find good market in commercial towns.
ii) Casino Hotels:
These hotels focus on gambling and have provision for casino.
They are very popular in America, particularly Las Vegas-
Nevada. Renowned artists are invited to perform and entertain
the guests.
iii) Condominiums:
They consist of large complex having furnished guest rooms,
suites, apartments or villas which are purchased by the
individuals who in turn enjoy all the facilities like parks,
swimming pools, playgrounds, tennis courts, function halls etc.
The maintenance of the complex is maintained by a
management. The public areas may be let out to outsiders
which in turn may be a source of earning of such complexes.
21
iv) Apartotel:
Fully furnishes apartment building also used as residential
hotels. Upon purchasing the owner is entitled to enjoy full
services of the hotel and during the period it is not occupied it
can earn for the hotel.
v) Auberge, Gasthof, Herberge:
It is the counterpart of inns in various countries. It represents a
smaller unit which may have complimentary bar, restaurant,
bedrooms for travelers. Here emphasis is given to eating and
drinking facilities.
vi) Boarding Houses:
They provide accommodation with meals for a definite period
of time generally for a week or longer.
vii) Holiday Villages:
Provides recreation and sporting facilities which is included with the
guests boarding, which are independent units with self-catering
(individual kitchen) facility.
viii) Time share Concept:
Here for a set period of time which may be one week or more
each year, for a number of years a person upon initial payment
of a sum of money and further yearly payment each year is
entitled to enjoy stay along with facilities and services in one
of the apartments of that property.
The initial payment is like a membership fee and the annual
subscription is to cover the maintenance charges of the various
equipments, facilities, public areas etc.
ix) Need Based Hotels:
These hotels are being made keeping in view of a particular
need of the customer. They are often referred as Ski hotel-
which encourages winter sports, or as Conference Hotels
consisting of large halls and rendering elaborate conference
facilities.
x) Boutique Hotels:
Here each room has distinct features characteristics. They are
small but expensive, professional service but at the same time
very personal and intimate. The restaurants are small and the
dcor and food are all at par with the theme.
xi) Grani Hotels:
These hotels provide only accommodation.
22
Classification On
the Basis of Type of
Accommodation
Hotels can also be classified on the basis of type of accommodation.
They have the following features:
a) The standard of comfort is moderate to that of a hotel.
b) They self accommodate at much lower price.
c) They have an informal atmosphere.
They include :
Guest Houses, Youth hostel, Dormitories, Paying Guests, Dak
Bungalows, Holiday Homes, Circuit Houses, Sanitarium, Lodges
Boatels (hotels on house boats), Floatels (Hotels on luxury Liners),
Rotels (Hotels on Wheels), Lotels (Hotels with helipad facilities),
etc.
Classification On
the Basis of
Facilities
Hotels can also be classified according to the standard of facilities
they render. This classification is conferred upon by a body which
known as Hotel and Restaurant Approval Classification Committee
(HRACC). The hotels are classified with stars. A hotel which has
been thus rated has to appear before this committee once in every
third year for their standard being rechecked. The committee
comprises of the Secretary Tourism, Regional Director of Tourism,
Director or the Additional Director General of Tourism (state level),
members from the hotel industry (FHRAI), Travel Agents
Association of India (TAAI), and the Principal of the Regional
Institute of Hotel Management, Catering Technology and Applied
Nutrition.
The hotels who desire to get their hotels to be rated with stars they
have to procure a prescribed form, which is in a form of
questionnaire, where they have three categories of the required
facilities, viz.,
Essential (must have)
Necessary (should have)
Desired (may or may not have).
Each of the requirements after being filled the form is sent to the
Committee. The requirements have certain marks set. The committee
visits the hotel and after due evaluation awards marks against those
requirements.
The grades of stars are 5 star deluxe, 5 star, 4 star, 3 star, 2 star. And
1 star.
For a 5 star classification a hotels must have:
i) 25 lettable bedrooms
ii) the approach and environs suitable for the hotel industry.
iii) All the public rooms should be fully air conditioned ( in case of
23
hill areas should have heating arrangements)
iv) All rooms must have well appointed attached bathrooms with
long baths or should be equipped with most modern shower
chambers.
v) The Kitchen, Pantry and the Cold Storage should be
professionally designed to ensure efficiency and should be well
equipped.
vi) There should be ladies and gentlemens cloakrooms, and the
cloakrooms should be spotlessly clean and equipped with
available highest standard of furniture and fittings.
vii) The construction and the architectural features should have
distinctive qualities of a luxury hotel.
viii) The maintenance of the hotel should be of highest standard.
ix) There should be adequate parking space for the cars.
x) There should be well designed and properly equipped
swimming pool.
xi) All bathrooms should be of modern design and should be fitted
with highest quality of fittings.
xii) There should be reception, cash and information counter
attended by highly qualified, trained and experienced
personnel.
xiii) There should be well appointed lobby, conference facility,
shopping facility, 24 hours elevators of adequate numbers.
xiv) The rooms should be well furnished with modern lighting,
telephones, radios, vacuum flasks or thermos flasks with iced
cold boiled drinking water.
xv) There should be restaurant, room and beverage service. The
waiters must have knowledge on menus whether in French or
in English, the knowledge of correct table laying. The room
service should be speedy and should be of 24 hours. There
should be provision of service of alcoholic and non alcoholic
beverages with bar facility.
xvi) Assessment is also made on the number of restaurants and
other outlets, the carpeting and the total carpeted area, the
quality of linen, blanket, towels, crockery, entertainments,
cuisine, hygiene, etc.
xvii) Other service like laundry services, the quality of staff
deployed trained and untrained staff. The nature of
supervision carried out whether by managers, executive staff,
other staff etc.
xviii)The standard of Housekeeping
xix) The system of control of fire and other hazards.
003 -THE DEPARTMENTS OF A HOTEL AND THEIR OBJECTIVES
24
The Organisation of
a Hotel
The organisation of a hotel is made up of various departments which
work in close coordination for the efficient and effective working.
Some departments are revenue generating departments that accounts
for the profit of the organisation; some departments do not generate
revenue but are important on the basis that they help in the operation.
Thus, in a hotel the various departments are grouped into
1. Operating & Revenue Producing:
This means they take active part in operation and they generate
revenue for the organisation.
They can be further divided into
a) Minor Revenue Generating:
They generate a smaller amount of revenue compared to
others and includes:
I) Laundry: This section which is under the housekeeping
department can be either in-house or out-sourced. In both
the cases the laundry of guests articles is a facility which
is charged for.
II) Telephone: Guests are charged for the long distance and
local telephone calls. In small hotels the telephones are
operated through a switchboard manned by the
Receptionist whereas in large hotels the telephones are
operated either through telephone operator or have direct
dialing facilities. In the latter case they are metered. In
any case the telephone calls made the guests are charged
accordingly.
III) Swimming Pool: Though the resident guests are not
charged for the use of this facility, but their guests may
be charged for or the swimming pool can be opened for
out of house guests through membership who avail it by
paying a seasonal or annual subscription.
b) Major Revenue Generating
These departments are the sole earners for the hotel
operation.
They comprise of:
I) Room Division: The Room Division Department is made
up of
i. Front Office: One of the major earners being connected
with the sale of rooms.
ii. Housekeeping: This department is responsible for
25
making the rooms ready for sale and maintaining a
clean environment suitable for the guests stay. Apart
from Food & Beverage they provide various amenities
like stationery, beddings and their accessories, etc. in
the guest rooms.
II) Food & Beverage: This department is responsible for
providing food and beverages to the guests. They have
two sub departments viz.
i Food & Beverage Service: The service is mainly
responsible for reaching various food and beverages to
the guests through various outlets.
ii Food Production: By production it means preparation of
various food stuffs in various kitchens which are sold to
the guests through the service outlets.
2. Operating & Non-Revenue Producing:
These departments play an important role in operation but do not
produce any revenue.
The departments are:-
I) Sales & Marketing: This department is responsible for
evolving various packages to attract targeted customers to
the establishment. They also uphold the goodwill of the
establishment through various activities and
advertisements.
II) Accounts: The Accounts department is concerned with
keeping various records of financial transactions- figures
on sales, amount of purchases made during the year, the
debtors and the creditors and the financial viability of the
Organisation. They are also responsible for collection of
revenue from the debtors and making payments to the
creditors and the employees (salary & wages).
III) Stores & Purchase: The department is concerned in
purchasing various materials and commodities required
for the operation of the hotel against prescribed purchase
requisitions and thereafter issuing them to concerned
departments against prescribed stores requisitions.
IV) Security & Vigilance: This department is responsible in
keeping all the guests and hotel properties well guarded.
They ward of any unwanted guests and situations from
occurring inside the premises. They are also trained for
26
fire fighting and play an important role on breakout of
fire.
V) Engineering and Maintenance: This department is
responsible for the maintenance of all the electrical,
mechanical, equipments of the hotel in working
condition. They also look after any civil construction
work, attend to any electrical, mechanical and civil
breakdowns and maintenance of safety, hygiene end
environment (SHE) of the hotel.
VI) Personnel & HR: The Personnel & HR is responsible for
maintaining a cordial and peaceful relationship and
harmony between the Organisation and the Employees.
They plan the manpower requirement and evaluate
employees job. They compute employees salary and
wages, enumerate performance appraisals and
recommendations made to staff by the departmental
heads. They organize training needs and also play the
major role in issues like employees transfer, issue of
suspension and charge sheets to and appointments and
dismissals of staff.
3. Non-Operating & Revenue Producing:
They include the departments that provide additional facilities to
the guests. Their absence does not hamper the operation of the
organisation but on the other hand the inclusion of such
departments increases customer satisfaction.
They include: Travel Agency and Airline Offices, Book Shops,
Chemists Shops, Florists, Banks, Beauty Parlour, etc. They are
generally rented on commission basis or on rents. They are also
called Concessionaries. Selection of such concessionaries is very
important because the standard of services they provide and the
way they care for the guest has direct impact on the reputation of
the hotel
003A -THE HOTEL ORGANISATION CHART
27
HOTEL
Operating & Revenue
Producing Departments
Non-Operating & Revenue
Operating & Non-Revenue
Minor Major
Laundry
Telephone
Swimming Pool
Room Division Food & Beverage
Front
Office
Housekeeping
Production
Service
Kitchen
Bakery
Pantry
Coffee
Shop
Restaurant
Room
Service
Pastry
Shop
Bar
Banquet
Travel
Agency
Florist
Beauty
Parlour
Chemist
Shop
Book Stall
HRD
Security
Accounts
Sales &
Marketing
Engineering
Stores &
Purchase
004 - THE FRONT OFFICE ORGANISATION
28
The Objective of
Front Office
A department that reserves registers and assigns rooms and act as a
continuous source of information.
The Departments Of
Front Office
The Front Office department is divided into eight distinct sections
according to their nature and functions:
They are mentioned hereunder along with the job they handle:
I) Reservation:
a) This department receives reservation request from
various sources and through modes and processes them to
ensure availability of thus reserved rooms upon arrival of
the guests.
b) It also looks after cancellation and amendments made
after the reservation.
c) On the day of the arrival they sent the Expected Arrival
List along with the correspondence file of the expected
guests to arrive to the reception.
II) Reception/Registration:
a) The most important task of the Reception is to welcome
& check-in guest arrival.
b) They take bookings of the same day. Cancellation/
amendments of the same day are handled by the
Reception.
c) They also take calls regarding guests, restaurants and
expected arrivals, etc.
III) Information:
a) This section of the Front Office maintains the guests
staying in the hotel in Alphabetical Order known as
Alphabetical Guest Index ( as per their names) and
Numerical Order known as Numerical Guest Index (as
per the guests room numbers).
b) They handle
i guests room keys,
ii guest mails,
iii guests messages,
iv guests complaints.
c) They also initially organize paging by taking the
information of the guest and passing the information to
the Bell Desk for expediting the same. They also provide
information regarding the city and the hotel.
IV) Cash:
a) Responsible for preparing guests bill.
b) Assist guests in settling their bills.
29
c) Maintain the Safety Locker key.
d) Maintain the Floor Master Key.
V) Concierge & Bell Desk :
This department is responsible for
a) Handling guest baggage.
b) Delivering newspapers in guests rooms
c) Delivering mails, messages telex, fax and any other item
to and from the guest.
d) Conducts paging (locating guest in public area).
e) Give physical wake-up calls to those guests who do not
answer wake-up call by telephone.
f) Sell postage stamps.
g) Keep baggage on hold for in house guests as well as
awaited guests.
h) Perform other functions that gives guest satisfaction like
i Getting airline/railway tickets.
ii Calling a taxi for the guests.
iii Assist guest in packing his/her luggage.
i) Perform other official functions like going to FRRO for
delivery of the C-Forms.
VI) Telephones:
a) Handles all incoming calls and outgoing calls for both the
guests and management. The telephone operator diverts
the incoming call received to the concerned rooms or to
the various departments where there is no EPABX.
b) Responsible for giving wake-up calls.
c) Set DND on the phones, is the guests ask for it which
prevents the incoming call form going through.
d) Set paging of hotel executives through telephones.
VII) Travel Desk:
Many big hotels have fleet of cars by which they organize:
a) Travel logistics for guests- such as airport/ station pick-
ups and drops.
b) City and business tour for guests.
VIII) Business Center:
This section is a must for any commercial/business hotel.
This facility helps the businessmen to perform their office job
when they are away from their offices. The section is
equipped with the following:
a) A small reference Library.
b) A small conference/board room which can accommodate
6/8 guests.
c) A room with computer and internet facilities.
d) Photo copying machine.
30
e) Typing and printing facility.
f) FAX facility.
g) Machine for binding of documents.
h) Secretarial service.
The Hierarchy Of
Front Office
The Front Office is a uniformed department which the guest meets
first and it creates the impression about the hotel, Since the first
impression is the last impression, therefore, the department demands
highly professional staff.
The Staff of Front Office are as under:
I) The Front Office Manager: He reports to the Front of House
Manager. He responsible to direct and coordinate the
activities of Front Office Operation ( Front Desk,
Reservation, Bell Desk, Telephones), to provide efficient and
courteous service to each guest, to maximize occupancy and
room revenue and to plan and oversee the targets set by his
authorities are met in due time.
II) The Lobby Manager: He performs managerial duties by being
the overall in-charge of the Lobby which comprises of
Reception, Information, Bell Desk, Guest Relations and the
Cashier. He is a decision maker with regards to the day to
day operation of the Front Desk and authorizes documents
such as room change notice, visitor paid out voucher,
discounts on bill, etc. He reports to the Front Office Manager.
III) The Reservation Manager: He performs managerial duties by
being the overall in-charge of the Reservation Section. He
sees that the occupancy is maximized through reservation of
rooms, takes decision in matters like overbooking, and
oversees the group and corporate bookings and other sources
of reservations, cancellation and amendments made by the
guests. He reports to the Front Office Manager.
IV) Guest Relation Executive: The person entrusted with the job,
acts as a link between the guest and the hotel by noting their
grievances and suggestions. This person also plays a vital
role during the arrival of VIPs & CIPs and maintains the
record of the frequent and valued guests who had stayed in
the hotel in form of a document called Guest History Card.
He reports to the Lobby Manager.
V) The Bell Captain: To plan, organize direct, coordinate and
control the bell desk. He reports to the Lobby Manager/ Asst.
Front Office Manager.
31
VI) The Front Office Cashier: Responsible for posting various
charges against the services rendered by the hotel to the guest
in their respective bills and to receive payments. Settle the
bills of the guests upon their departure.
VII) Front Office Receptionist: The person is responsible for
overall smooth operation of the Reception during his/her shift
as per laid down standards. Reports to Lobby Manager?
Assistant Front Office Manager.
VIII) Reservation Assistants: To ensure smooth operation of
reservation section. The person engaged in this section takes
advance bookings made by the guests in prescribed formats
and gives valid information as and when required regarding
the available facilities and rules of the organisation. He/ she
reports to the Reservation Manager of the hotel.
IX) Bell Boys: Their primary duty is to take care of the guest
luggage. They are also required to do certain job like paging,
delivery of newspapers & mails and messages to the guests
rooms, help in shifting guests to other rooms, running on
errands for guests and the hotel executives, delivery of C-
forms to the FRRO, etc. Apart from this they are also
required to do certain jobs as specified by the management
from time to time. They report to the Bell Captain.
X) Trainees: These people have just joined with the intention to
take up a job in Front Office as per their qualifications and
interests.
004A- THE ORGANISATION CHART & DEPARTMENTS OF FRONT OFFICE
32
FRONT OFFICE MANAGER
LOBBY MANAGER RESERVATION MANAGER
SR BELL CAPTAIN
DOOR
MAN
VALET PAGE
BOYS
BELL
BOYS
RESERVATION ASSISTANTS
(FOA)
SR. INFORMATION ASSISTANT CASHIER GUEST
RELATIONS
EXECUTIVE
SR. RECEPTIONIST
FRONT OFFICE ASSISTANTS
EXECUTIVE HOUSEKEEPER
DEPARTMENTS OF FRONT OFFICE
FRONT OFFICE DEPARTMENT
BUSINESS
CENTRE
CONCIERGE
LOBBY
COMMUNICATION RESERVATION
SECTION
INFORMATION
SECTION
CASH SECTION GUEST
RELATIONS
PORTERS LODGE CHECK-IN
SECTION
(REGISTRATION)
LOBBY
ELEVATOR
LUGGAGE
CENTER
PARKING
AREA
DOOR
AREA
TELEPHONES TELEX FAX
FRONT OF HOUSE
SERVICE MANAGER
CHAUFFER
FRONT OFFICE ASSISTANTS
SR. TELEPHONE OPERATOR
TELEPHONE OPERATOR S
TRAINEES
TRAINEES
TRAINEES
005 - THE FRONT OFFICE - ITS INTRA & INTERDEPARTMENTAL RELATIONSHIP
33
Introduction
For an effective operation of any organisation the departments have
to coordinate and communicate amongst themselves. The Front
Office Department has to communicate and coordinate with other
departments with respective various requirements of and information
about guests.
On various occasion the Font office has to communicate which are
enumerated below.
Intra-
communication
As seen in our previous lesson the Front Office department itself
comprises of numerous sections-
Reservation
Reception/ Registration
Information
Bell Desk & Concierge
Communication - Telephones
Cash Office
Travel Desk
Business Centre
To render best of their services each department has to communicate
amongst themselves. There can be printed formats on which such
communications are usually made. These formats actually serve as a
ready reckoner so that all the information can be incorporated and
nothing is left out. In the lessons to follow we would be discussing
about such communication modes and formats.
Among them, one such area where the front office has to
communicate with the telephone exchange within the hotel. In certain
occasion there can be the arrival of a guest from a different time
zone and he requires a rest. He may advise the reception to put up
DND in his room phone so that the incoming calls do not come
through. Or in certain cases
Again within each section there is a need for communication. This is
made through log book. A log book is a register where any incidents
that has taken place or would take place are recorded and staff on
duty is supposed to refer to it before the commencement of the
service so that the attending staff of that particular shift is well
briefed about it and he/she is equipped according to specified
standard to meet the requirement.
The Staffing: The Front Office department operates for 24 hours and
hence there is a necessity that it be adequately equipped with staff.
Usually there are three shifts:
Morning Shift: 6am to 2 pm
34
Evening Shift : 2pm to 10 pm
Night Shift : 10 pm to 6 am.
Naturally there are more activities during the day and the evening
than at night. In other words it means, the number of staff required to
perform would depends upon the guest activity with the hotel and
therefore the requirement is at peak during that part of the day when
there is a huge level of check ins and check outs. Or there can be
requirements of additional staff during a season. In the previous case
when the requirement is more at the particular time of the day, it is
met up by arranging a swing shift. A swing shift is a shift which
brings in extra staff for a particular hour to meet such requirements.
Like in most city hotels the swing shift is arranged between 8 am and
4 pm. The additional requirement of staff during the season can be
arranged by temporary recruitment of staff for that particular season.
There can be an additional requirement of staff at the counter
suddenly if there are too many guests found crowded at the reception
counter. On such occasions, the reception counter is having a switch
which is connected to a buzzer at the office which is usually situated
at the back of the reception counter. By pressing the switch the
attending receptionist can communicate with the additional staff
stationed inside that would appear at the counter as per the necessity.
Communication with Other Departments
Housekeeping
The Front Office communicates with Housekeeping on the following
occasions:
1.Discrepancy Report: The Front Office prepares a consolidated
Room Report which accounts for the total room occupied on the
particular shift. The Housekeeping Department also makes floor
wise room report and send it to their central Housekeeping Control
Desk (the head of the Housekeeping Department that guides the
activity of the Housekeeping). The Control Desk in turn compiles
all the floor reports into one and sends a copy to the Front Office.
If the two figures do not tally then the Front Office prepares a
Discrepancy Report and in that occasion sends a bell boy to see
where the mistake has occurred and take the corrective action
accordingly.
2.Group & VIP Arrival: On the event of arrival of Groups and VIPs
the housekeeping department is being informed.
With Groups, since they board the hotel at a certain fixed rate on
AP or MAP, certain facilities like provision of toiletries may be
with drawn from the rooms. Again certain extra facilities are given
to VIP guest like specially embroidered bath robe or special
35
envelopes and writing pads with the name of the VIP printed on it.
Or a welcoming the guest with garlanding may be arranged for
both the Groups and VIPs. The supply of toiletries, bathrobes,
printed stationeries or floral garlands are arranged by
housekeeping. Therefore, the concerned department is being
informed so that they can be ready for the occasion.
3.Arrival & Departure Notification: Upon arrival or departure of
guests the Housekeeping Department has to be informed
accordingly. The Arrival Notification helps the Housekeeping to be
ready to offer their services to the guests as required. The
Departure Notification informs the Housekeeping to prepare the
room again for sale by the front Office.
4.Laundry: Issue of clean uniforms to various staff.
5.General Requirements: Upon check-in the guest is acquainted with
the Front Office. He may send several requests to the Front Office
which are generally looked after by the Housekeeping like
requirement of an extra pillow or blanket, changing the towel,
supply of fresh water. These requests are often communicated to
the Housekeeping for its compliance.
Food & Beverage
1.Group & VIP Arrival: It is required because
a) The department can be well prepared upon receiving the
information.
b) In both the cases upon arrival the people are received with a
Welcome Drink. This is arranged by the F&B department.
c) In case of VIPs special drinks are provisioned in the mini bars
which are in the guest rooms. This is taken care of by the
Room Service which is under the F&B department.
d) The VIPs are also offered with complimentary fruit basket
which is generally sent from the General Manager of the hotel.
This is a gesture of gratitude shown upon the VIP for his/her
stay in the hotel. This is taken care of by the F& B department.
e) Special dishes as per the liking of the VIPs can be arranged
upon instruction of the F& B Manager.
f) The Mini bar facility for the groups are generally withdrawn
from the room because they come on a special tariff.
g) The groups are generally offered a fixed meal, this requires
advance preparation.
For all the reasons above the arrival notification is necessary.
2.Arrival & Departure Notification:
The arrival departure helps the F&B department to forecast the
food sale on a particular day and therefore to ascertain the quantum
of raw materials required and which in turn also reflects the
36
quantity of dishes are to be prepared The departure notification is
again needed because if any guests has availed services in any
outlets by signing on their bills which they intend to settle on
departure the same can be timely delivered to the Front Office for
claiming its payment from the guest
Sales & Marketing
Both the departments work in close coordination to maximise sale of
rooms. In this event
1.the Sales & Marketing Department updates Front Office with
special room tariffs they agree upon with various travel agencies
and corporate houses.
2.this department also works out various packages with groups,
airlines, and corporate houses which they have to communicate to
the Front Office from time to time.
Accounts
The coordination and communication whish the Front Office does
with the Accounts is in respect to
1. The Front Office Cashier: The Front Office cashier is as such a
person from the Accounts Department who is basically being
entrusted with the job of opening the guest bill upon his/her
arrival, posting the room rate and the daily rooms charge along
with the charges incurred for enjoying facilities on credit and to
realize the payments from the guest upon their departure.
Some of the vital communications are:
a) Upon guest arrival the cashier opens a new bill mentioning
all the details viz. the name of the guest, the room allotted,
the rate charged, the mode of payment, special instruction,
etc. All these information are communicated to the cashier by
the Front Office Reception.
b) As per the house custom, the guests are entitled for a credit
up to a particular limit for the facilities they avail. This may
vary from hotel to hotel. This is known as credit limit. When
the credit limit increases the Cashier has to inform the same
to the Lobby Manager.
c) When the guest would check out, the Front office would
inform the cashier to prepare and ready the concern guests
bill.
d) At certain times guests are entitled to discounts. This
discount is only validated when it is signed by the Lobby
Manager.
e) On occasions the hotel ahs to pay on behalf of the guest
which is known as Paid Out made by a voucher where the
Lobby Manager has to sign his approval.
f) An occasion may arise when a guest is required to change
his room due to various reasons. The Cashier is required to
37
be informed about the room change so that the bills can be
transferred to the newly changed room account.
2. Night Auditor: A daily audit is carried out at night to ascertain
the viability of the business operation by checking the postings
of the various charges and the rate charged, discounts given, if be
any, and verifies it with the Charge Slips, cash received against
the potential revenue of the day. The Night auditor with his team
generates report at that night and circulates it among the senior
managers of the hotel.
3. City Ledger & Bills of Credit: This refers to the credit given to
guests other than room guests. The signed bills from such
customers are collected by the Front office cashier and directed
to the accounts sections for posting them in a book of accounts
called the City Ledger.
Stores & Purchase
The Stores & Purchase is responsible for purchasing, storing and
issuing various stationeries, computer hardware, etc to the Front
Office.
Security &
Vigilance
The Bell Boys who usually go around the hotel on various errands,
keep a strict vigil on the public places like lobby, staircase, corridors,
and inform the Reception through Bell Desk. The reception in turn
informs the Security & Vigilance, so that unwanted guests are
prevented from loitering and entering the premises and thereby ward
of any unwanted incidence.
Engineering &
Maintenance
The Front Office upon receipt of any complain regarding the air-
conditioning, room warmers, or other electrical gadgets, plumbing
faults in the guest bathrooms, any defects in furniture & fittings in the
rooms made by the guests, communicates the same to the
Maintenance Department to look into and rectify the same.
Personnel & HR
The HR would generally
1. appraise the Front Office with the hours overtime made by the
staff,
2. ascertain their manpower requirement, the training needs, etc.
006 -FRONT OFFICE- THE TYPES OF ROOMS
38
Introduction
According to the demand of the guests (the customers) various rooms
are available in a hotel. They can be classified according to the
capacity of the room, location of the room, & type of dcor.
The various types of rooms available in a hotel are:
Types of Rooms
Single room
A room with one bed (meant for one person) denoted by sign (-) and
abbreviated as SGL. These rooms are suitable for a guest coming alone
to a hotel.
Twin Room
A room having two single beds, separated from each other. It is
denoted by sign (=) and is abbreviated as TBR. These rooms are
suitable for two persons.
Double Room
A room having composite double bed meant for two persons. The sign
for these type of rooms is (+) and is abbreviated as DBL. they are
normally rented to couples.
Triple Room
A double or twin bedded room with an extra cot provided on demand.
Suite
This is an apartment having one bedroom with one composite double
bed, a parlour and a dining place. It is abbreviated as S. Besides, every
suite has a name corresponding to its theme, dcor and colour scheme.
E.g. Jaipur Suite, Presidential Suite, etc. In the suite the furniture,
furnishings and fittings are of top quality and these rooms are most
expensive in a hotel.
Duplex
These are a type of suite having rooms in two levels under one roof
connected by an internal staircase. The upper level is the bed room and
the lower level is a parlour, living or sitting room (also called Salon).
They are generally found in commercial hotels.
Inter-connecting
Rooms
These are a set of two adjacent rooms connected internally by a door,
thus allowing entry from one room to another without having going to
the corridor in re-entering the other room. Both are bedrooms, one
having double bed and the other twin bed The inter-connected room
serves a three fold purpose-
I) The inter-connecting door can be locked to discontinue be
using as a composite room and selling to two individual guests.
II) The interconnecting door may be opened and may be sold to a
family.
III) On occasion the room having the twin bed have their beds and
beddings be removed and converted to serve the purpose of a
suite.
39
Junior Suite
These are large rooms converted to suites by a wooden partition. The
family rooms of old hotels are now being converted thus to Junior
Suites. These suites are not as costly as the general suites but are
priced higher that the ordinary rooms.
Adjacent Rooms
Two rooms side by side without any interconnecting doors having its
opening towards the corridor.
Cabana
A room situated away from the main hotel building, near the
swimming pool and health club. Mainly used for resting and
changing purposes and are rented on hourly basis. Cabana rooms do
not have beds and may have a pool chair instead. There may be a
dispense bar, which is optional.
Lanai
The rooms which overlooks a picturesque sight such as a crater, a
volcano, a mountain peak, garden or the sea.
Executive
Superior quality rooms lying at the end of the corridor.
Siberia
This term is used for inferior quality of rooms such as rooms towards
the staircase.
Penthouse
The rooms situated on the roof top level with an opened balcony
looking up at the sky. They can be suites which are rented to
honeymoon couples.
Studio Room
The rooms have a single bed and one or two couches or sofas that can
be converted to a bed. They are mostly found in commercial hotels.
Hollywood Living
Room
These are twin rooms with one common headboard.
Efficiency Room
These have kitchen facility and are found in resort hotels.
Hospitality Rooms
These are rooms used by the hotel residents, being rented on hourly
basis, to entertain their own guests. These rooms do not have beds but
are provided with sitting arrangements. They are usually found in
commercial hotels.
Murphy Bedded
Rooms
These rooms have Murphy Bed. A Murphy Bed is one that can be
folded against a wall. Thus these rooms provide a larger floor area.
The abbreviated form of these rooms is MBR. MBR is generally
found in commercial hotels.
Quad
A type of room having four beds to provide sleeping accommodation
for four persons.
40
Business Club Type
of Accommodation
In some commercial hotels some of the floors are taken up by the
corporate houses which they remodel and converted to suite the
boarding accommodation of their executives. They equip that part of
their accommodation with all the facilities like a bar, lounge, board
room, library, business center, billiard room, etc that are needed for
their executives.
Sizes of Beds
Single Bed
37 x 81
Double Bed
57 x 81
Studio Bed
36 x 75
Kings Bed
78 x 80 - 82. This is used in American Hospitality terminology to
describe the Largest Bed.
Queens Bed
60 x 80. This is used in American Hospitality terminology to
describe the 2
nd
Largest Bed.
Closet Bed
A standard sized bed that swings into the wall or cabinet in the form
of a closet. It can accommodate one or two persons and can be easily
removed from the floor area as they are built into the closet wall.
Standard Size of Rooms
Category of Hotel Standard Area of Bedroom &Bathroom
I) 5 Star & 5 Star Deluxe
a) Single ..................
b) Double.....
c) Bathroom.
180 sq. ft
200 sq ft.
45 sq ft.
II) 4 Star & 3 Star Deluxe
a) Single
b) Double
c) Bathroom .
120 sq. ft
140 sq ft. ( additional area may be required if
twin beds are provided)
36 sq ft.
III) 2 Star & 1 Star Deluxe
a) Single.
b) Double .
c) Bathroom
100 sq. ft
120 sq ft.
30 sq ft.
007- SOME IMPORTANT ABBREVIATIONS & DEFINITIONS- I & II
41
I
6 pm release of
rooms
This means when rooms, that had been reserved but were not confirmed by
payment of guaranteed money, are released to walk-ins. Normally the
reception wait till 6 p.m. for the arrival of such guest and after that it is
released for sale.
Bell Boys
Errand Card
It is a card which controls the movement of the bell boys. It has columns
stating when the bell boy was released for a specific job and at what time he
returns is also noted on the card. It also has provision for noting any
discrepancies from the room while the guest checks out and therefore serves
as a ready reckoner while checking rooms on guest departure.
C- Form Confidential Form. Filling up this form is mandatory for all foreigner
guests. Apart from disclosing the name and the nationality of the foreign
individual it also furnishes various other information: such as his passport
number, date & place of issue, date of arrival in India, etc. This form is
required to be submitted to FRRO within 24 hours. In smaller cities where
there are no FRRO, they are to be submitted to the local police station.
CIP Commercially important person
FIT Free individual traveler.
FRRO Foreigners Regional Registration Office
Groups A number of persons traveling together with same interests and motto
Overstays A guest staying more than the days for which his rooms was reserved.
Retention
Charge
A charge levied on a guest having a confirmed reservation, on the event of
failing to take up the accommodation on the agreed date and time.
Understays Departing before the scheduled check-out date.
VIP Very Important person
Rooming List A list showing allocation of rooms against the names of the guest.
Luggage/
Baggage Tag
A ticket attached to the guests baggage/ luggage to identify its ownership
and also serves as a tool for publicity.
GSO Guest Services Officer
GRE Guest relation Executive.
VVIP Movement
Sheet
A checklist showing all the requirements of the VVIP following which one
can ensure that the entertaining the guest would be in order.
Location Form A form which helps the receptionist to know where the guest can be when
he is in the propertys public area and need to be contacted as per his
request like receiving a call or a message.
42
No Show Referred to those guest who after having confirmed booking do not turn up
to the hotel to stay.
Walk In Walk-ins are those guests who come to the hotel for stay without having
any prior booking.
Back to Back
Tour
This means the number of guests of a particular group checking out from
the hotel is compensated by the same number of guests checking in the
hotel.
II
Paging Services This is a system of locating guest in a public area. Based on the information
left by the guest in the
Scanty Baggage Guests having little of no luggage
Left Luggage It is a facility given to the guests after they check out from the hotel. By this
facility the guest can keep their entire luggage or part of it for the time
being before their final departure form the city. Depending upon the house
rules this facility may be complimentary or chargeable.
Skipper A skipper is a person who leaves the hotel without paying the bills.
Service Call
Slip/ Bell Boy
Errand Card
A slip same as Bell Boy Errand Card used for controlling the movement of
the bell boys.
Guest History
Card
A document maintained by the hotel which records personal likings,
disliking, and certain other personal information such as birthday, date of
anniversary, the company where the individual works, his position there,
etc. of the guests who frequently visit the hotel. This document enables the
hotel to give better personalized services. This also helps the hotel to keep
in touch with those guests from time to time by sending them flowers and
novelties on their birthdays and anniversaries.
III
Hotel Master
Key
A key specially devised to open all the rooms of the hotel and is kept as
emergency.
Floor Master
Key
A key specially devised to open all the rooms of a particular floor of a hotel
and is kept as emergency. This key is maintained by the House keeping
control desk.
Black book A document that contains the details of blacklisted guests like those who
have fraudulently averted for paying their bills in other hotels and is kept
by the hotels Reception to avoid the same incidence from happening.
Guest Folio A guest folio is the mater bill in which all the credit transactions are
recorded for each resident guest. The folio is opened upon the arrival of a
43
guest. This is made on the basis of the copy of the registration card received
from the Front Office.
The folio records the following information:
(a) Guests Name, (b) Room Number, (c) Room rate, (d) Date of Arrival,
(e) Date of Departure, (f) Opening telephone meter reading (g) Billing
Instructions.
There are two types of folios mainly the Master folio and Miscellaneous
Charge Voucher. The Master Folio contains the Room charge and the
charges incurred through various Food & Beverage outlets restaurants,
Bars etc. The Miscellaneous Charge Voucher contains all other charges
such as telephones, laundry, shoe shine, health club, barber shop, etc. .
outlets All the services availed by the guest on credit from various hotel
outlets as described above are received by the cashier either by hand or by
computer and are recorded in their respective folios.
Pax Number of persons.
Room Transfer
Folio
The Room Transfer Folio is opened upon the arrival of groups that bear the
(a) Name of the group, (b) Room numbers allotted, (c) Number of pax,
(d) Rate per room, (e) Total charges, (f) Date of arrival, (g) Date of
departure, and (h) Billing instructions are recorded.
Meal Master
Folio
The Meal Master Folio is opened upon the arrival of groups that bear the
(a) Name of the group, (b) Room numbers allotted, (c) Number of pax,
(d) Rate per head for Food & its breakdown viz. breakfast, lunch,
dinner, etc, (e) Total charges against each heads breakfast, lunch dinner,
etc, (f) Date of arrival, (g) Date of departure, and (h) Billing instructions are
recorded.
POS Point of Sale
Allowance This is discount given to guest on their bills based on certain packages they
have availed. The discount is given on the final total and the signature of the
Lobby Manager is essential.
Paid Out When the hotel pays for certain services on behalf of the guest and it is
realized from the guest at a later period. However here the Lobby managers
authorization is essential.
Safe deposit box A service given by the hotel enabling the guest to keep their valuables in the
hotels safe custody. The device works when the key given to guest and a
key retained by the cashier are operated simultaneously.
Rack Rate The rate published at the information counter.
FIT Free individual Traveller
GIT Group Inclusive Tours
OOO Out of Order
007A-FRONT OFFICE- RESERVATION SECTION
44
Definition &
Introduction
Reservation is the activity of booking the room for a prospective
guest on his request for a future date which may be from a few days
to months in advance.
Therefore Reservation is concerned with selling of rooms and hence
this is an activity of Front Office. In smaller hotels where the number
of guests are low the Receptionist may be conferred upon the duty of
taking advance booking from the guests whereas in large hotels
where the guests are more the receptionist must be free to attend the
individual requirements of guests., and hence there should be a
separate Reservation Section for this activity.
Location, Planning
& Layout of the
Reservation Section
The activity of reservation does not normally involve direct contact
with the guests. Therefore, the Reservation Section may be suitably
located near the Reception, within the Front Office area but normally
not in the Lobby, under the view of the in-house guests. Generally,
the Reservation Section is situated just behind the Reception Desk
connected by a swing door or if due to space constraint, the
reservation section cannot be situated on the same level, then the
same may be located on a separate floor just above the Reception
Section connected by a private staircase or elevator. In both the cases
for instant personal communication there should be an easy access by
the Reception staff to the Reservation Section and vice versa.
The reservation section must have a separate cabin for the reservation
manger and a reservation office. Depending on the method followed
for reservation- manual or computerised the area and layout may
vary. It is obvious a computerised reservation office should need
lesser space than a reservation office following the manual method.
This is probably for the storage space required for keeping the
reservation documents, papers, files and display boards for putting
the charts showing the reservation status. But whatever the system
followed the layout should be such that the flow of work must be in a
uni-direction and do not collide among each other while carrying out
the various activities of reservation.
Legal Implications
of Reservation
The reservation of a room arises out of offer made by the organisation
and its subsequent acceptance of the offer thereafter by the intending
customer. Hence having both the components the offer and
acceptance it forms a contract between the two parties which has a
legal entity and is enforceable in the eye of law. Therefore any breach
of contract that may arise due to non compliance of the terms, by any
of the parties, the other can appeal for legitimate compensation.
Therefore the staff, empowered to make reservation on behalf of the
guest, must be aware of the implications that may arise out of the
information that he gives to the guest. He must be aware that he is
45
representing the hotel and whatever he says to the guest will be noted
as if they are being given by the organisation itself. The staff must
provide and explain all the relevant information like the type of food
plans, type of menu offered by the outlets, the facilities or type of
room available and the services rendered. He must also tell the guest
about the check-in and check-out time and the 6 pm release of rooms
as maintained by the hotel.
When the guest arrives and due to certain circumstances the hotel is
unable to provide accommodation to the guest the hotel must find a
similar accommodation of same quality. Again if there is no show the
hotel can claim a charge which is known as Retention Charge.
This charge is normally taken as compensation for the possible loss
the hotel may suffer due to non arrival of the guest and this amount is
recovered from his advance sent along with his conformation of the
reservation. Charging retention charge is not a thumb rule practice
and depends upon many factors like relationship with the guest,
frequency of such occurrence with that particular guest, the volume
of business given by that guest, etc.
Need, Modes &
Sources of
Reservation
The Need for Reservation can be explained from both the sides
as under:
a) From Guests point of view: The guest is ensured of his
accommodation even in a peak season.
b) From Hotels point of view: The hotel is confirmed about
certain number of rooms being sold so that they can
concentrate more on selling those rooms which have not yet
been sold to the guests.
Reservation is a communication made to the guest. Therefore,
any expressed communication, be it verbal or written is
considered as the Modes of Reservation.
Therefore the sources can be classified as:
a) Verbal:
The verbal modes can be
i) In person
ii) By telephone
b) Written:
The written modes can be
i) By letter
ii) By e-mail.
iii) By fax
iv) By telegram
46
The Sources of Reservation are:
a) Free Individual Traveller (FIT)
b) Airlines (crews and layover, detained & transit passengers).
c) Corporate companies & business houses.
d) Travel Agents
e) Tour Operators
f) Embassies.
g) Others (reservation networks/international tie-ups)
RESERVATION REQUEST ROUTES FROM PROSPECTIVE GUESTS
In the above diagram it shows how a reservation from a guest passes to the hotel through
various sources
Types of Reservation
Depending upon the size and type of hotel there can be the following types of
reservation
Manual Reservation : They comprise of as under:
Hotel Diary
This system of reservation is best suited in small hotels. The system
consists of a bound book consisting of 365/366 pages, each page
representing a day and the dates are marked form 1
st
January to 31
st
December. The necessary information is noted initially in pencil on
the intended date of arrival of the guest which then inked after
receiving the confirmation.
Whitney Rack
System
This system was developed by a company in New York called
Whitney Duplicating &Check Company and later came to be known
as Whitney System of reservation. This system consists of metal
racks with slip carriers in which the details of the guest are printed.
This record shows the room availability status for a particular day or
Guest
Airlines & Car
Rental Agencies
Hotel/Motel etc.
Tour Operators
Travel Agents
Hotel
Representative
Hotel
Representative
47
month. The slip carriers known as Whitney Slips is 3 x 1 and
bears the following information about the guest- the name, number of
persons, date of arrival, date of departure, arrival by, room rate, type
of plan, billing instruction, reservation made by, the persons contact
number and the initial of the reservation clerk. The slips are placed in
the Whitney rack. There are total 43 racks- 31 of them are used to
store reservation for the current 31 days, next 11 of them are for the
following 11 months and the last one is for the next 6 months. This
system is effective in medium sized hotels.
Semi-Automatic Reservation:
Under this system the reservation is noted initially manually and then transferred to the
computer. The manual record is maintained as a back-up reference. This system is
applicable in medium and large hotels.
Automatic Reservation:
The system is effective in large hotels. The system is fully automated and it is interfaced
with various room management systems by which the guest can register themselves.
Central Reservation System (CRS):
It is a system operated by outsourced companies who have a large database of hotels or
chain of hotels. These companies have offices at various cities across the country or
throughout the world and are interlinked through the internet network. The intending
hotel or the hotel group may register with these companies and allot them a number of
rooms. The companies in turn earn a commission for each hotel sold by them. They are
connected by a toll free number. Any intending traveler may call up one of these
companies and when the caller furnishes his requirement these requirement are entered
into the database and the CRS operator can give the caller a wide range of choice of the
hotels.
To name such offices are- Amadeus-Hires, Galileo-Room Master, Sabre Sharp Plus,
Abacus Hotel Net, Team Four Hospitality Resnet (the only indigenous hotel
reservation system in India), Utell Reservations, etc.
The advantages of CRS are:
1) It is the cheapest but quickest mode of reservation.
2) The customer gets a wide range of hotels to choose and obtain information from a
single source.
3) With one call the customer can avail wide range of services from booking of hotels
to booking of airlines ticket.
4) The hotel is relived from the worry of selling the rooms that have been given to the
CRS to sell.
The limitations of the system are:
1. As it is dependant on various networking for communication- internet, telephone,
fax, etc., therefore is the system fails the booking procedure may be terminated at
48
the midpoint of the communication with the customer.
2. If there is no updating of the hotel profile and the facilities they render then the
CRS staff may not be able to render the latest information on tariffs, facilities, etc.
3. As the system works on verbal communication the clarity in speech from both the
ends should be given utmost importance.
4. The attentiveness of the CRS clerk is also considered to be important, he may note
the name of the guest but spelled wrongly, or may book a hotel accommodation of
the chain but in some location other than what has been desired by the caller.
5. failure to explain the technical terms like lanai room or American Plan
Instant Reservation (IR):
The Instant Reservation is located in the hotel This system can make reservation of the
hotels within the same property but in other location and hence it is suitable for chain
operations. It cannot make any reservations of that hotel from where the booking is
being made.
Errors that can occur while taking Reservation & their Remedies
Sl.
No.
Errors Remedies
1 Error in recording -the date and time
of arrival, misspelling guests names
Being attentive and confirm back from
guest after noting the same.
2 Reservation filed under wrong date,
name or property.
Double checking
3 Selling rooms without explaining the
technical terms used in the industry
Guest should be explained properly
about things like 6 pm release,
American Plan, No shows, etc.
4 Booking hotel of the same chain but in
some other location
Being attentive & Double checking
5 Poor and faulty communication
system arising out of
1) miscommunication, lack of
communication
2) Delay/ in communication or getting
disconnected
1) Attitude development, clarity in
speech
2) System development
6 Lack of information with the
reservation staff
Continuous appraisals and updating
7 Inability to forecast accurately of no
shows, under stays or overstays
Efficient information system and
meticulous maintenance of statistics.
49
Method of making
Reservation
Upon receiving a reservation request
1. The date and time of arrival & the type of accommodation is
noted.
2. Availability of the room is ascertained.
3. A- If the room is not available as per his requirement, the caller
is given an option on date and type of accommodation.
The Caller accepts The caller rejects
His details are noted The caller is waitlisted
down in the reservation and is informed that he
form and he is sent at letter would be contacted as
asking him for his soon as there is a
confirmation with payment cancellation form.
of an advance. Upon receipt some other guest.
of such confirmation the
documents are filed and the
arrival of the guest is awaited.
3. B - If the room is available, the reservation form is filled.
No time for confirmation Time for confirmation
The guest is explained about The caller is told about
The 6 pm release of room terms and conditions and
and the documents are filed the documents are filed
and the guest arrival is awaited provisionally. A letter is
released asking for
guests confirmation with
an advance
confirmation not received confirmation received
documents filed in a separate Reservation confirmed
file called conformation in records and the
not received and the procedure confirmation letter is
is closed. Sent to guest.
Guest requested to
send acknowledgement
Document filed and
guest arrival is awaited
50
The Reservation
Form
The particulars of the guests requests are noted down of the
Reservation Form. The Reservation Form has specific printed
headings under which the requirements are jotted down and this
serves as a ready reckoner so that none of the possible requirements
or information required from the guest is omitted.
Generally, a Reservation form will have the following headings:
1. Name of the Guest:
2. The name of the person/ travel agent, etc who is making the
booking with his/her contact number source of booking
3. The address of the Guest and his contact number.
4. The number of person for whom the booking is made
5. The type of room wanted:
6. The date and time of arrival and departure.
7. Arrival by train no. Flight number etc.
8. Mode of payment and billing instruction
9. Terms & Conditions such as check out time, 6 p m release of
rooms, written confirmation needed, etc.
10. Special remarks or requirements- car required at airport/ disabled
guest- wheel char arrangement, etc.
11. The signature of the reservation clerk along with date and time of
receiving the reservation.
The reservation form can be further developed as a sales tools and
serve certain information
a) It can be colour coded to indicate the classification of customers,
giving a picture of the market mix like a separate forms for
package groups, FITs, corporate segment, airlines, central
reservation office, etc.
b) There can be forms to differentiate between a VIP, a CIP, and a
free individual traveler.
Cancellation &
Amendments
The cancellation and amendments can take place till the date of
arrival but with particular limits.
For a group, amendments can take place till their arrival.
Cancellation of a group arrival however should be made 30 days in
advance to claim redemption from retention charge.
For a FIT the cancellation can be entertained 24 hours in advance.
In any case whether cancellation or amendment the original
reservation form is referred and then the required changes are made.
These changes are made in duplicate. One copy is filed along with
the original reservation form in correspondence file. And the other
51
amended copy is kept in the reservation rack. In computerized
reservation system, the amendment is made after due authorisation
by the person (s) deputed to authorise the same.
008 -FRONT OFFICE- REGISTRATION
52
Introduction
Registration is a legal binding, a mandatory procedure, applicable to
both the hotel and the guest. It is a document by which the guest can
claim his stay in the hotel and the hotel can claim about the guest stay
for which he/she has to compensate with the agreed payment. The
process is handled at the Reception counter of the hotel and the
person handling the process is the Receptionist.
System of Registration
Depending upon the size and type of hotel the following system can be used which are
discussed below:
Manual
Registration System
Here all the documents viz. the registration documentation, the C
form, arrival notification slip, guest folio, are prepared manually,
jointly by both the guest and the receptionist. Therefore the clarity in
hand writing of the guest and the receptionist plays a very important
role. This process is applicable in smaller hotels and the process is
slow and time consuming. The accuracy of the system largely
depends upon the legibility of the guest and the receptionist
Under the manual registration system generally three methods are
used - (1) Bound Book, (2) Loose Leaf Register, (3) Guest
Registration Card.
The methods are discussed below:
1. Bound Book (Red Book): It is a bound register, having columns
under headings Serial Number, Date of Arrival, Time, Name of
the Guest, Guests Mailing Address, Number of Persons, Coming
From, Date of Departure, Duration of Stay, Heading to, Passport
Number (in case of a foreigner), Room Allotted, Tariff,
Signature of the Guest etc. It is usually maintained by smaller
hotels. It is kept open on the Reception Counter. The guest upon
arrival fills up the columns and signs it.
The advantages of this system are:
a) Due to its largeness it cannot be removed.
b) All the information about the guest is available at one
place.
c) No filing is required.
The disadvantages of this system are:
a) With frequent use the pages get loose and soiled.
b) If the book is somehow lost all the information is lost.
c) Confidentiality of the guests cannot be maintained.
d) It allows crowding at the counter.
e) The VIPs and CIPs are usually registered in their rooms.
So when the book is taken to the room upon VIP arrival
other guests are awaited.
53
2. Loose Leaf Register: This consists of loose sheet, one of which
used each day. It has the same columns as in Bound Book and it
overcomes some of the disadvantages as those in the Bound
Book. It is suitable for small to medium sized hotels.
a) The sheet is not required to be kept at the counter so it
does not get soiled by use.
b) As one sheet is used a day, so confidentiality can be
maintained to some extent.
c) In case of loss, only one days information may be lost
but the rest of the records can be kept safe.
a) Its is a slow method as only one guest can register at a
time and there can be chance of queuing up at the counter
if there be a heavy arrival .
b) The sheet can be easily misplaced if the clerks are
callous.
c) The sheet may not be fully filled on a day and therefore
there is wastage of stationery.
d) Total secrecy about guests staying in the hotel is not
maintained.
3. Guest Registration Card (Red Form): This method is widely used
nowadays and can be applied in small to large sized hotels. In this
system, one separate card is used for each guest
a) It can be designed in such a way so that it can serve a
manifold purpose. It can be made in duplicate and
triplicate copies and these can be used as
i) Arrival notification slip.
ii) C form and send to FRRO.
iii) Guest History Card ( a card that contains various
liking and disliking of a guest and many other
information)
a) More than one guest can be registered at a time.
b) It is absolutely private.
c) They can be easily filed in an index form either
alphabetically or individually according to their room
numbers.
d) Like Loose Leaf Register there is no wastage of
stationery, and at the same time there is no chance of the
document getting soiled due to excessive handling as in
the case of Bound Book.
e) The guests can be pre-registered and so the receptionist
can devote more time to the supervision of individual
54
guests requirement.
f) The VIPs can be registered easily without keeping other
guests in wait as in the case of Bound Book and Loose
Leaf Register.
a) The system is quite expensive as the quality of the paper
should be good enough to be stored and at the same time
it can be duplicated to serve multipurpose requirement.
b) The filing and storing system of the hotel has to be very
effective because if a card is lost the information about
the guest is lost.
Semi- automatic
System
This method is used by medium or large sized hotels that do not
operate on computer. They use office machinery such as typewriter,
and various clerical equipments like adding machines, Facit, racks
and filing racks etc.
Automatic System
This is fully computerized system and followed by large and very
large hotels. It uses computers with systems where the reservation
and registration is interfaced.
a) It is efficient, time saving, fast and accurate.
b) Various reports can be generated from one database and
this prevents duplication and re-works.
c) It helps in speedy check-ins.
.
The disadvantages of this system is:
a) Though it is termed as automatic the documents get only
valid once they are signed and therefore it cannot fully
ignore the need for a manual aid.
Express Check-in
System
A most modern and recent technique available in fully automated
hotels. Here guest after arrival can checkin through self registration
machines located in the lobby of the hotel or in the citys bus
terminus, railway station, and airports. The guests who register
through this system usually would have reserved their
accommodation in advance with his credit card number. Upon arrival
the guest would use his credit card which he inserts in the machine
and the credit card number is recognized by the system which checks
the reservation record and locates the concerned booking. Then the
computer which is interfaced with the room management system
(RMS) would locate a suitable room for the guest and consequently
register and assign him a room.
Depending upon the system the machine can direct the guest to
collect the room key from the rack which is located near the machine
itself or the machine may issue him a swipe card room key.
55
Some of these machines have further facility devices that can ask the
guest where he is presently located and upon receiving the
information they would further inquire how the guest would prefer
his room to be air-conditioned, or how he would like the water of the
geyser to be, if he cares to have a bath. The machine then would
calculate the distance the guest is away from the hotel and
accordingly would command the geyser and/or the A.C. to switch on
so that when the guest after his arrival upon entering the room would
find the room is set at the temperature as desired by him or the water
from the tap is as warm as he had wanted to be.
It is very fast method of registration but it lacks the human touch.
One should never forget while giving service its not the service
alone but a personal touch or welcome is a more important factor.
Procedure of
Registration
Registration is a most important process in check-in activity. It is
mandatory for all individual guests above the age of 16 that they
should register their names irrespective of their category- FIT, VIP,
Indian or foreigner arriving in any hotel be it classified as a five star
or an ordinary one.
The guest is required to fill up the registration document, in whatever
form they may be Bound Book Guest Registration Card or Loose
Leaf Register, in their own hand writing and sign it.
The process of filling up the document on arrival is called
registration.
The registration process provides the first face to face contact of the
guest with the hotel front desk and thus establishes the front desk as
the focal point for guest services.
The registration document contains various important
columns/sections name and permanent address, number of guests
including contact number, his company or business details), date of
arrival, date of departure to and from the hotel, nationality.
In case of foreigner these additional information are also required
passport details, certificate of registration, coming from, next
destination date, date of arrival in India, purpose of visit, whether
employed in India or not.
The guest after entering these details signs it. By signing the guest
gives his consent that he has understood and shall abide by the rules
and regulations of the hotel and acts as a proof of his stay in the hotel.
The document also contains sections/columns for posting room
number, room tariff, and mode of payment. These are filled up by the
56
receptionist along with his/her initial.
Sometimes these documents also informs the guest with information such as
the check-out time, the rules and regulations like the proceeding the hotel
would take if the guest overstays, or the liability of the hotel keeping guest
valuables other than hotels safe deposit, etc.
It is mandatory that this document be preserved by the hotel for at least six
months and be produced upon request from Government officials- police, or
the judiciary, etc. during or after the stay of the guest in the hotel.
In short the registration is a document that protects both the interest of the
guest and the hotel.
Arrival & Departure
procedure of FIT
Arrival:
Process Owner: The Bell Boy, The Cashier, & The Receptionist
1) The bell boy, upon arrival of a guest wishes him and collects his
luggage, brings it in the lobby, places it at the bell desk and attaches
hotel tags.
2) The guest is escorted to the Reception Counter. The receptionist
wishes the guest, checks for the reservation if there be or else treats it
as a walk-in or referral (checks the room availability).
3) Registers the guest and allots him the room.
4) Hands over the key and the errand card to the bell boy.
5) The bell boy escorts the guest to the room.
6) The reception now sends the Arrival Notification Slip to the various
sections and completes other formalities at their end.
7) The bell boy opens the room for the guest, keeps the luggage on the
luggage rack.
8) Explains the guest about the facilities in the room and the hotel.
9) Offers any other help and wishes the guest a pleasant stay.
10) Report back to the bell desk and hands over the errand card intimating
his time of return.
Departure:
Process Owner: The Bell Boy, The Receptionist & The Cashier
1) The bell desk and the cashier are intimated about the guests
departure.
2) The Bell Captain sends a bell boy to the room of the guest with the
errand card in two copies.
3) The bell boy fills up the errand card and goes to the guest room,
wishes the guest, checks if any guest articles have been left by him.
4) He also checks if any hotel property being missing or damaged.
Informs, the reception, if he finds so, so that billing can be done.
5) Switches of the lights, air condition and any other gadgets if they are
running.
6) Picks up the luggage and departs from the room ensuring the room is
57
locked.
7) Places the luggage at the bell desk to attach any publicity tags, and
hands over the key to the reception and a copy of the errand card to
the cashier.
8) Waits for the guest o settle the bill.
9) After ensuring the guest has paid the bill, the bell boy takes the
baggage to the car porch and loads it in the scheduled vehicle.
10) Reports back at the bell desk and hands over the second copy of the
errand card after filling in the time of return.
Arrival & Departure
procedure of
Groups
Arrival:
Process Owner: The Bell Boy, The Lobby Manager/GRE Cashier, &
The Receptionist
1) Prior to the arrival of the group a ground work is required to be done.
The rooms are to be blocked as soon as the reservation is
confirmed. The rooms this blocked are generally on the same floor
and near to each other.
Accordingly, the intimation is sent to Housekeeping- with a copy
to the Laundry Section, Engineering & maintenance, Food &
Beverage, Telephone Operator.
The Bell desk is also informed in advance so that they can be
prepared with sufficient manpower.
2) Upon arrival, the group is received and escorted to the Lobby by the
Bell Boy/ Front Office staff.
3) Depending upon the policy of the establishment welcome drink,
garlanding, tilak, etc, are done either at the main entrance or in the
Lobby. There may be a traditional dance to highlight the local culture.
4) Luggage is unloaded and brought to the bell desk by the bell boys.
Luggage tag is attached against each luggage.
5) The Group Leader goes to the reception counter for registration.
6) Since the rooms are already been allotted the room keys are kept
separately in the envelopes with the room numbers marked on them.
Thus those envelopes are handed over to the Group Leader along with
the rooming list which is in turn the Group Leader hands over to the
individual member of the group.
7) Any mails that have come for the members of the group are handed
over to the Group Leader.
8) The Bell Captain with a copy of the rooming list and with the aid of
the tour leader and a member form the group identifies the luggage
and writes the room number on the luggage tag. He also ascertains
those luggages to be kept at the bell desk till the departure of the
group.
9) The group members are escorted to their respective rooms; bell boys
load luggage and deliver them in the respective group members
rooms as desired by them.
10) The bell boys return to the bell desk.
11) Relevant formalities are completed at the Front Office- mainly the
58
Room Folio is authorized & passed by the Lobby Manager.
12) The arrival notification is sent to Housekeeping, with a copy to
laundry, telephone operator, Information Counter, Food & Beverage
including room service, cashier folio passed by the lobby manager
with the groups registration card
Departure:
Process Owner: Reception, Bell Captain, Telephone Operator,
Cashier, Bell Boys.
1. Prior to the departure
Though the departure date and time is known, the Reception must
verify the same from the Group Leader and accordingly inform the
Cashier for updating & preparing the bill and the Bell Desk to
clarify with the movement of the luggage.
The Bell Captain would interact with the Group Leader and clarify
the departure time and the luggage down time. If the departure is
in early/odd hours of the morning he may also find out the time
the wake up call to be given and sends the rooming list marking
the wake up time to the operator, so that the operator can give the
wake up call at the timing as directed. The Bell Captain/ Bell Boy
himself would give the wake up call to the Group Leader.
2) The wake up call is given as per the schedule as mentioned above.
3) At the assigned time the bell boy goes to the rooms to collect the
luggage and bring it to the bell desk.
4) The bell captain ensures all the keys are deposited at the reception
counter.
5) The Group Leader settles the bill as also any individual charges from
the Group members that are outstanding.
6) The bell boys load luggage in the transport and report back to the Bell
desk.
Arrival &
Welcoming of a VIP
Arrival:
Process Owner: GSO/GRE, Lobby manager, Bell boy
1) Prior to the arrival of the VIP, the GRE would check the VVIP
Movement Sheet and hold several discussions and short meetings to
ensure everything is in order and nothing is missed out.
2) The concierge along with the GRE along with the GSO would go out
in the portico to receive the VIP guest and escort him to the Lobby
3) Upon arrival at the lobby he would be greeted with the traditional
welcome or with champagne/ non alcoholic beverage as the case may
be.
4) The General Manager of the hotel at this point may meet the VIP and
with the latters consent photographic session may be arranged.
5) In the meanwhile the Bell Captain must ensure that the bell boy takes
down his luggage and take it to the room. Utmost care must be taken
to ensure that the luggage on no account should reach after the VIP is
led into his room.
6) Thereafter the VIP is taken care of by the Lobby Manager who escorts
59
him to his room. The Lobby Manager would carry with him the
Registration document and the registration would be done in the room
itself.
7) During the stay of VIP regular contact should be maintained at all
stages and see all his requirements, like arranging tours, pre-paid
taxis, re-confirmation of his air tickets, etc are done through without
any delay. Care must be taken in taking feedbacks from the VIP guest
as to his staying experience in the hotel. But in doing so one should be
discreet and should not make it obtrusive.
009 -FRONT OFFICE- INFORMATION
60
Introduction
The objective of this department is to maintain all information
pertaining to
Guests
Hotel
City & Country
In a most logical manner.
To achieve this certain methods are followed which are given
hereunder.
Information with
respect to Guests
The area of Guest Information confines to
a) Information on the Rooms Allocated to the Guest: Their rooming
of the guest in the hotel, i.e. documenting their information with
respect to their names and their respective room numbers. Here
the lists of the guest are maintained in two manners.
1) According to the Room Numbers Index: This means that the
name of the guest is not known, but the room number is
known. This is maintained in numerical order and is known
as Numerical Guest Index- (NGI). The hotels that follow
manual system have a rack where room numbers are arranged
serially. The rack consist of a frame which holds 35-40
moveable carriers into which the guests name, printed on a
card, is inserted against the corresponding room number.
Similarly, computerized hotels can also maintain this system
in such database.
2) According to their Names: This means the guest can be
identified by their names but the room number is to be
known. This is maintained in alphabetical order and is known
as Alphabetical Guest Index- (AGI). As in the case of NGI
the AGI may also be maintained manually or it can have a
computerized database.
b) Maintenance & Control of Room Keys: This pertains to the keys
of the in-house guest who while going out of the hotel would
hand it over and would receive it upon their return.
c) Handling of Guest Messages:
1) The messages are received by telephone, by person or by
electronic means.
2) Check the information to find if the guest is in the house.
There can be two alternatives:
a) The guest is not staying in the hotel
b) The guest is staying in the hotel.
3) If the guest is not staying in the hotel then
61
i) Either the guest is yet to arrive.
ii) The guest has departed.
i) Guest is yet to arrive: Check the reservation diary to
locate the date of arrival and file the message with the
guests reservation detail.
ii) Guest has departed: If the guests name is not in the
reservation diary then check the departure register to
ascertain the guests present location.
4) If the guest is staying in the hotel, then check for the room
key.
i) The presence of room key will denote the guest is not
currently present in the hotel.
ii) The absence of room key will denote the guest is present
in the hotel.
In both the cases further, check the location form.
2. The Guest is not currently present in the hotel: The
absence of location form and the presence of room
key at the information counter will denote that the
guest is not in the hotel. Receive the message in
duplicated. Send one copy in an envelope through the
bellboy and store the second copy in the pigeonhole
rack.
3. The Guest is staying in the hotel: Here there can be two
possibilities. Guest is in the
A) In the hotel but not in his room: This is denoted
by presence or absence of the room key but with
this there will be also the location form. In this
case direct the telephone call to the said location
or direct the bell boy to deliver the written
message to that location.
If however the guest is not found or cannot be
located the message may be stored in the
pigeonhole and should be delivered on the very
next meeting with the guest.
B) In the hotel and in his room: This will be denoted
by absence of room key and absence of location
form. Direct the call to the room or the message
through the bellboy in an envelope.
62
Handling of Mails:
A) First Sorting:
1.Initially the mails are sorted at the Bell Desk. Here the mails
are stamped with date and time. The mails are sorted into
a) Guests mail
b) House mail. (this part will be discussed in the Bell Desk).
2.The guests mails are then sent to the Information Desk.
B) Second Sorting:
3. Here they are sorted alphabetically.
4. Placed in alphabetical mail rack.
C) Third Sorting:
5. They are sorted into
i) Past Guest,
ii) Present Guest, &
iii) Future Guest
i) Past Guests:
a) The mails are checked against mail forwarding cards.
b) Mails this sorted are re-directed.
ii) Present Guests:
a) They are checked against Alphabetical Guest Index
from the information racks.
b) The mails thus sorted are placed in corresponding
keys & mail pigeonhole or sent to the rooms.
iii) Future Guests:
a. Checked against reservation rack.
b. Mails thus sorted are kept in a separate Hold Mail
Rack and the reservation slip is marked with the word
LETTER.
c. The mails are delivered to guests upon their arrival.
:
Information with
respect to Hotel
They include
Hotel facilities.
Cultural & Social Events of the day in the hotel with their
location.
The Historical background (if any) of the hotel
Other hotel enquiries of the same chain.
Information with
respect to the City
Location, distance and basic history of the tourist spots and the
places of interest in the city.
Map of the city.
Airline schedules, railway timings, & other public transport.
Cultural events, sports, movies in theatres in the city.
Market places, & shopping malls.
The quick brown fox jumped over the lazy dog and killed it
009A -FRONT OFFICE-SHIFTWISE DUTIES OF A RECEPTIONIST
63
Morning Shift
1. Prepare the Expected arrivals & the departure list and put into
circulation to all the departments.
2. Blocking of rooms. As per the expected arrivals rooms are
blocked and the room position is calculated.
3. Sending C-Forms collected on the previous day to the FRRO
4. VIP arrivals and suite blocking. Suites are blocked according to
the expected arrivals and amenities vouchers are sent for
complimentary amenities.
5. Mail sorting and handling.
Evening Shift
1) Physical checking of amenities / replacement as desired and
asked by GRE.
2) Checking the functions of the day and preparing the Lobby
Board.
3) Releasing of blocked rooms & suites due to no shows.
4) Monitoring of the Lobby.
Night Shift
1) Final consolidation of the available rooms to make the room
position.
2) Compilation of the C-Forms.
3) Days closure checking of log book, preparing notes for the
morning shift, etc.
4) Night Audit.
1. n fox jumped over the lazy dog and killed it
010 -FRONT OFFICE-ROOM REPORTS & ROOM STATISTICS
64
Introduction
Certain statistics are required o be generated by the Front Desk by which
the reception can sell further rooms to the walk-ins. Furthermore, it is
imperative for the management to know certain figures from which they
can forecast further sales.
The statistical data that are generated are described below and the
formulae applied for deriving those data .are as under
Room Position
This refers to the number of rooms available for sale at the beginning of
the shift or the day. It is important to know in order to control the number
of walk-in guests taking registration on a particular day or prospective
guests desiring to take reservation on a particular day.
To know this one has to deduce the following figures:
Expected Arrivals
Expected Departures
Number of Vacant rooms available at that instant.
If the arrivals are more than the departure and the number of vacant
rooms it means the hotel is booked more than its capacity. Therefore it
would give a (-) figure
If the arrivals are less than the departure and the number of vacant rooms
it means the hotel is not full to its optimum capacity. Therefore it would
give a (+) figure
The Room Position is therefore calculated thus:
Expected Departures + Vacant Rooms Expected Arrivals
Room Count
This denotes the number of rooms occupied on a particular day.
The formula for computing the Room Count is:
Room Count of Previous Day + Todays Arrivals Todays Departures,
House Count
This denotes the number of guests staying on a particular day.
The formula for computing the House Count is:
House Count of Previous Day + Todays Arrivals Todays Departures,
Occupancy
Percentage
This denotes the percentage of rooms occupied in comparison to the
total number of rooms.
The formula for computing the Occupancy Percentage is:
010 -FRONT OFFICE-ROOM REPORTS & ROOM STATISTICS
65
Number of Rooms Sold
----------------------------------- X100
Total Number of Saleable Rooms
________________________________________
Double Occupancy
This reflects the percentage of double rooms occupied on a particular day.
The formula for deriving double occupancy is:
House Count Number of Rooms Occupied
-------------------------------------------------- X100
Total Number of Saleable Rooms
Conversely,
Since Number of Rooms occupied = Room Count
&
Number of Rooms Available = Room Position
Therefore,
Double Occupancy can also be derived by the formula below
House Count Room Count
--------------------------------- X100
Room Position
Room revenue
This reflects the total room sale of the day.
Average Room
Recovery (ARR)
Also denoted as Average Room Rate. Since all the rooms of the hotel are
not sold on the published tariff or rack rate, the ARR gives the average
rate per room has been charged on a particular day.
The Formula is:
Total Room revenue
-----------------------------------
Total Number of Rooms Sold
_________________________________________
Indian Occupancy
Percentage
This is Percentage of Indians staying in the house and the formula is:
Indians in-house
------------------------X100
House Count
Foreigner
Occupancy
Percentage
This is Percentage of Indians staying in the house and the formula is:
Indians in-house
------------------------X100
House Count
011 -FRONT OFFICE-THE BELL DESK & CONCEIRGE
66
The Importance of
Bell Desk
The Bell Desk is the extended arm of Front Desk. There are certain
jobs and services concerning the guest from their time of arrival,
through their stay, and again during their departure that are required
to be essentially performed for the guest but they cannot be
performed from the reception desk.
Such jobs are conferred upon a section under the Front Office which
we call it as Bell Desk.
The term Bell is believed to have come from the practice done in the
olden days. The door of the hotel was usually kept closed and the
guest/visitor upon arrival used to ring the bell. The person entrusted
with the job for opening the door upon ringing the bell was called as
Bell Boy and therefore it is believed that the term has come from
such activities.
Location
As the name suggests, the Bell Desk is a small desk or counter in the
Lobby near the min entrance of the hotel. It should be under the clear
view of the Front Desk, the cashier, and the doorman standing outside
the lobby so that he can signal the bell boy upon arrival of the guest.
Near to the Bell Desk are the luggage entrance and luggage center.
The Bell Captain
The Bell Desk is headed by Bell Captain who works in shifts. He
reports to the Assistant Front Office Manager / Lobby Manager. He is
responsible to plan, organize, direct, coordinate and control overall
Bell Desk operation.
The job responsibilities of the Bell captain are:
a) To ensure all service standards as specified by the management
are implemented.
b) To ensure that all staff under his control are properly briefed,
groomed, deployed and utilised and maintain discipline among
them.
c) Assign errands to the bell boys.
d) To ensure proper handling of guest baggage and the records are
maintained properly.
e) To ensure all the records & documentation maintained by the
Bell Desk is carried out properly.
f) He is responsible for the guest baggage in the Left Luggage
Room and the records thereof.
g) Responsible for distribution of newspaper and account thereof.
h) Ensure the Bell Desk
i) Assist in crew and group wake up calls.
j) Initiate action against scanty baggage.
k) Organize paging services in the public area.
l) Assist in security and vigilance function and prevent any
untoward incidence from happening inside the hotel premises.
67
The Work
performed by the
Bell Boys.
a) Handling of guest baggage upon arrival and departure.
b) Issuing postage to guests against cash.
c) Check guest room at the time of departure.
d) Inform in case of scanty baggage to his superior.
e) Page guest in lobby and public area.
f) Delivery of newspapers in hotel rooms.
g) Assisting in wake-up calls for the Airline captain or Group/Tour
Leader.
h) Check rooms to validate discrepancy reports.
i) Perform ant errands as required by the management.
Communication &
Coordination of the
Bell Desk with other
areas of Front
Office.
The Bell Desk is an important function and they are required at
many times by various persons and sections under the Front Office,
mainly, the doorman, reception, information counter, cash and lobby
manager.
The Bell Desk is so situated that all these sections/persons are under
the full view of this section and many times mere gestures are
enough for communication.
But during providing various services to the guests this may not be
possible and in such case, apart from intercoms, special devices such
switch panels connected to different coloured lights or buzzers of
various pitch may be installed at the desk by which the bell desk can
identify from where the signal for service required is coming.
Equipment needed
at the Bell Desk
For performing various services the equipments required along with
the service they provide are listed below:
a) Luggage Trolley: a) For carrying of guest luggage from the
lobby to the guest room when the guest
checks in. The trolley becomes useful
again when the guest checks out.
The maintenance of these trolleys is very
important. They should not impart any
screeching noise when wheeled across
and therefore are to be regularly greased.
Again care must be taken that the
greasing is not excessive so as to leave
oil marks on the floors.
b) Inter
Communication
Devices:
They include intercoms, telephones, and
computers and switch panels for effective
communication.
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c) Mail Handling
Equipment:
They include:
a) Postage weighing machine.
b) Franking Machine.
c) Postage & stationeries like envelopes
glue and stamps
d) Date & Time punching machine for
marking the dates on the receiving
mails.
d) Luggage net For identifying and separating luggage
specially when more than one group
checks in and or checks out
Functions
Performed by the
Bell Desk
1. Mail & Message Handling: The messages are delivered from the
Information desk that are required to be delivered to the guest
through the bell boys.
The mails after sorting by the bell desk into guest mails and house
mails, the house mails are retained by the Bell desk. They are
then sorted into employee mails and hotel mails. The employee
mails are sent to the time office. The Hotel mails are further
sorted into GMs mail and departmental mails which are then
delivered accordingly.
2. Wake up Calls: The guest, especially the groups and airlines wake
up calls are taken care by this department.
3. Paging: This is a system to locate guests in public area which is
accomplished by the bell desk.
4. Scanty Baggage: Guests of this category are identified by the bell
boys and reported to the bell Captain to initiate action.
5. Left Luggage Handling: This is a facility offered by the Hotels
which depending upon the house custom may be charged or be
given as a free service. The most essential point is that the Bell
desk must ensure that the guest has settled the bill when he
desires to attain the facility.
6. Miscellaneous Jobs: They include
a) Luggage handling
b) Issue of postage
c) Collection of room keys on departure
d) Delivering C Forms to FRRO.
e) Other errands as required by the guest or the management.
f) Assist in movement of guest luggage during room shifting.
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Guest Relations
This is a desk that records various requirement, suggestions and
grievances from the guest and strives to make the guest stay most
comfortable and a memorable one. They give personal attention to
guest requirements which are noted in a log book and are
subsequently conveyed to the concerned sections and departments.
The section is headed by a lady executive designated as Guest
Relation Executive (GRE).
Job Profile of the
GRE
The Job Profile includes
a) Giving personal attention to guest requirements and grievances.
b) Keep liaisons with the Food & Beverage Department in relation
to Banquet Sales and be updated regarding the delegations and
programmes being held in the banquet halls.
c) Handling of VIPs. This includes from preparing the check-list to
be followed before, upon and after the VIP arrival and being
constantly updated with the concerned departments about their
actions and movements for the VIP services.
d) Receiving and welcoming of VIPs/CIPs and other important
personalities.
e) Being in touch with the VIPs and CIPs throughout their stay and
noting their preferences and requirement and supervising their
requirements being fulfilled to the desired standard. .
f) To check with the guests staying in the hotel about their comfort
and experiences with regards to the stay and services.
g) To check the suggestions and feed back forms left by the guests
and noting the methods of improvement and the short falls.
h) To update guest history cards.
012 -FRONT OFFICE-THE CASHIER & THE NIGHT AUDIT
70
The Cashier
The cashier is the person who is deputed from the accounts
department, but works in the front of house area as his major duty is
to follow up with the guests accounts.
The duties of a cashier may be divided into two segments, viz.
a) Operational or day to day duties
b) Supervisory duties and administrative work.
Operational or day to day duties Supervisory duties & administrative
work
1) Upon arrival
a) To open the main bill
upon arrival of the guest
1) Control of
a) safety locker system.
b) Hotel Master Key.
c) Maintenance &
operation of accounting
machines.
d) Credit Limit of each
guest and inform the
Lobby Manager when it
exceeds the limit
2) During his stay:
a) Post all income made for
the guest by way of his
payments.
b) Post all expenditures
made by the guest by the
services availed by him
and thereafter bills
signed by him for those
services.
c) Make Petty cash
payments.
d) Post all credit charges
and other charges in their
respective folios- guest
folio and miscellaneous
charge voucher.
e) In case if the guest is a
foreigner exchange
foreign currency to
Indian currency.
3) Upon departure
a) Settle main bill
b) All other bills.
2) Paper work:
a) Receive all cash
transactions from the
guest and hold them till
the end of his shift.
b) Maintain all opening
and closing balance of
the rooms.
c) Prepare the cashiers
summary sheet.
d) Encash foreign
exchange with the RBI
as per regulations.
71
Posting of the
Charges
When as guest checks in a copy of the registration card is given to the
cashier based on which a new folio is opened in his name with the
other details such as the room number, the room rate its is always
necessary to check the rate mentioned on the GR card for the rate
mentioned in the GR Card may not be always the same as the rack
rate due to avail of various package rates by the guest.
The bills may be posted manually or through billing machines like
Facit, NCR machines, etc. Where bills are posted manually, every
time while posting the charges, it is essential to adjust the line for
printing.
After the guest checks in, the first posting would be automatically the
room charge. Next would be the services that are enjoyed by the
guest on credit. These services are either enjoyed in the various
outlets of the hotel the restaurants, bars, room service etc.
There would be another set of charges called miscellaneous charges
which are levied when a guest avail services like shoe-shine, laundry,
heath club, barbers shop, postal charges, etc. Such miscellaneous
charges are posted in miscellaneous charge voucher.
All the above charges are posted chronologically daily at the close of
business hours, preferably at night before the night audit.
Apart from the room charges which are daily posted automatically the
credit charges of the guest from the various POS are collected by the
cash office in from of bills duly signed by the guests.
The bills collected before posting are required to be sorted. The usual
process that is adopted is as follows
Step 1
1
st
Sorting: Arrange the bills and vouchers department wise.
Step 2
2
nd
Sorting: Arrange departmental bills room wise.
Step 3
The bills are then placed in the pigeon holes
Step 4
Take bills floor wise and start posting after selecting the line
for printing and ascertaining the room number and signature
present in the bills.
72
Step 5
To avoid double posting of the bills and vouchers adopt
systems that would denote that particular bill is posted.
Processing of
Various Bills
A Individual Guest on EP: The guest bills are made in the process
as described in the last section Posting of Charges.
B Individual Guest on CP/AP/MAP: For the individual guests
staying on MAP/AP two bills are opened, viz.-
i) Original Folio: Here the food and the room charges are
entered individually on each date of stay.
ii) Incidental Charges Folio: Here the other charges such as tips,
shoe-shine, laundry, telephone, food and drinks not covered
under the plan are noted.
C Groups on AP/MAP: Under this system two bills are opened.
They are:
i) Room Transfer Folio: The procedure is:
The following are noted on the bill-
a) Name of the Group
b) Number of pax
c) The room number allotted
d) Rate per room
e) Total
f) Date of arrival
g) Date of Departure
h) Billing Instructions.
The total room charges are posted of the master folio
ii) Meal Master Folio: The same information as described above
in point i) is noted and then the total food charges are posted
on the folio.
The incidental charges are realized from the individual guests
either on cash payment or if signed realized during their
departure.
D City Ledger Payment on behalf of the Guest: After the cash is
received a receipt voucher for the amount is made in triplicate
and the original is affixed with a revenue stamp. The document is
signed. The original is given to the party making the payment.
The duplicate is send to the accounts section for noting the
payment from debtors. The third copy is retained in the receipt
book.
73
Methods of
Payments
The bills are generally settled by the guests in the following manner:
a) Cash: Most acceptable form of payment but its not practical
considering the volume of cash one has to carry.
b) Credit Card: This is most acceptable and desired form of
payment in the modern days. It may be operated manually
where the credit card form is filled up by the cashier and
signature is obtained. In places where there are swipe
machines it is connected through internet and the amount
charged is automatically debited. However while accepting
payments through credit cards one must ensure that
i) The credit card is acceptable by the establishment.
ii) Check its floor limit
iii) The Card is duly signed by the credit card holder.
iv) The validity date mentioned on the card.
c) Travellers Cheques: This document is issued by the bank.
The person making payment through travellers cheques has
to sign once when he obtains those negotiable instruments
from the bank. He has to sign again when he en-cashes them.
d) Travel Agents Voucher: This document is issued by the
travel agent to the passenger travelling through that particular
travel agent. It is made in duplicate where what the guest is
entitled to, is clearly mentioned. The original copy is given to
the guest and the duplicate copy is send to the hotel. The
guest upon checking-in presents the original copy at the
reception desk and from then he can enjoy the services as
mentioned in the voucher.
e) Gift Voucher: A voucher issued by certain establishment as a
sales promotion aid and is to be availed in a particular
establishment/s within a stipulated date and time. The
entitlement of the holder of the voucher is mentioned on it.
Upon presenting the voucher at the mentioned establishment
or outlets the guest can enjoy the services as mentioned
therein.
f) Letter of Credit: A letter issued by designated body/ies, who
has been empowered to do so through certain contracts or
packages, to any individuals guaranteeing payments to be
made by the former upon presenting the bills for the services
availed by the individuals and duly signed by them. This
service is generally opened for corporate sections.
74
g) Cheque: Cheques are generally not accepted. If in exceptional
cases they are accepted the acceptance has to be authorized
by the Lobby Manager.
h) Foreign Currency: Payment by foreign currency is applicable
to foreigners who are residing in the hotels. The required
criterion for acceptance of payment through foreign currency
is the currency has to be acceptable by that country. The
document required from the foreigner guest for encashment
of the currency is his/her passport. While en-cashing the
foreign currency the cashier must check the prevailing rate of
that currency on that particular date and then calculate the
amount payable as per the local currency. Upon en-cashment
the cashier would issue a foreign exchange certificate to the
guest.
The control of Safe
Deposit Box
The Safe Deposit Box is a value added service for the guests having
valuables with their possessions. Depending upon the house policy
this service may be chargeable or rendered free of cost. Guests are
discouraged from keeping any valuables with them in the hotel rooms
and the hotel does not bear any liability in the event of loss of the
valuable from the guest rooms. However, the value of the goods kept
at the locker has a limiting value as the insurance claim is also
limited.
When a guest desires to keep his valuables in the locker a receipt is
made in the name of the guest mentioning his room number, date of
availing the locker the residential address of the guest, and the Safe
Deposit Locker number along with a key. The Safe Deposit Box
works when the guest key and another key retained by the cashier
operate together.
Upon surrender of the locker the date of surrender and the customers
signature of the receipt of the articles are obtained.
Room change
formalities
A guest may change rooms on the occasion of any of the three as
mentioned below:
1. The guest did not like the room
2. The room had sustained a mechanical or electrical breakdown
3. Some scheduled maintenance work is required to be carried on in
the room.
In this event a Room Change Notification is made by the Reception
desk which has the following information.
75
A notice number
Date of change
Name of the Guest
Changed form existing room number to the changed room number.
Reason for change
Rate (existing) to new rate
Reason
The signature of the receptionist
Authorisation of the Lobby Manager.
The room change notice slip is distributed to the following
departments/sections:
Information, Telephone Operator, Housekeeping, F&B- department, -
Room Service/ Restaurants and other outlets, & The Cashier.
The Role of Lobby
Manager with cash
settlements.
While dealing with cash settlements Lobby Manager plays an
eminent role. They are
1. When the credit limit of the person exceeds the cashier informs
the Lobby Manager for communicating with the guest.
2. While giving discounts the Lobby managers authorization is
necessary.
3. For all petty cash payments on behalf of the guest the petty cash
voucher is authorized by the Lobby Manager.
4. Since at times the room change may affect the revenue of the
hotel such changes are authorized by the lobby manager. .
The Night Audit,
The Report
Generated & The
Role of MOD
The Night Audit: It is mandatory for any organisation to reconcile
their financial position after the close of business. Since the hotel
operates for 24 hours therefore a time when there are fewer financial
transactions is being sought. It has been found that between 2 a.m.
and 4 a.m. the financial transaction comes to and end. Therefore this
time is chosen for the audit purpose. The Night Audit comprises of a
team having a night audit manager, two to five auditors and one or
two food and beverage auditor.
The function of the team is to
Verify hotels daily transactions
Generate summary and statistical data for compiling into a night audit
report.
Assume responsibility of the front office functions.
In many cases the Night Audit manager would also play the role of
Manager of the hotel.
After the financial transactions are verified then only the date change
76
for the hotels transaction is made.
The Reports:
The reports generated include:
1. Credit Card Transaction Report
2. Arrival/Departure Report
3. No Show Report
4. Credit Limit Report
5. Complimentary Room Report
6. Out of Order Room Reports
7. In House Report
8. Message Report
Apart from the above the Night audit would also make
9. Outlet/Ancillary Posting Report
10. Room Rate Posting Report
11. Food And Beverage Audit Report
12. Food & Beverage Potential Report.
The Role of MOD
Depending upon the house policy, the Night Audit Manager has top
assume the role of Manager on Duty (MOD). In such case he would
have to make reports on any events be it an accident, theft or fire
occurring in the hotel. These reports are limited to-
a) Incident Report
b) Accident Report
a) Incident Report: The Incident Report refers to any incidences
taking place which concerns the guest.
b) Accident Report: This report is made when it concerns the staff
Be it an Incident Report or Accident Report the report must have the
following information:
Name of the Employee/Guest
Date & Time of occurrence
Location- inside or outside the hotel
Description of the Incident/Accident
Participants statements
Witness/es statement
Whether outside agency contacted
Name of the hospital where the person has been taken
Degree of Injury.
013-F & B SERVICE- OUTLETS
77
Introduction
The next aspect after providing rooms to guest is service of food &
beverages. The food and beverages are served to guests through
different outlets.
Each of the service outlets has a specific style of service. Based on
these the outlets may be classified as under:-
Restaurants
Generally the restaurants undertake table service to guests. A
restaurant is an outlet that has provision for dispensing food and
beverages to its customers. They may exist separately or may be a
part of another business. They may be covered under license for
dispensing alcoholic beverages or may be totally devoid of service of
alcoholic beverages. They vary in styles and standard of service, size
and layout, ambience, types of dishes they serve, quality of service
equipments, forms of entertainment, and the price it quotes on its
menu and beverage list, depending on which they may be classified
as under:
Popular Catering Establishments: The objective of the popular
catering establishment is to provide a quick and economical meal in
a clean and standardised dinning room. The type of menu can vary
from ordinary to specialty ones. The economical price is maintained
through type of service, quality of crockery and cutlery, humble
ambience, and less spacious seating layout.
Fine Dinning Restaurants: These restaurants stand apart from the
rest with their classical presentation in every form - the dishes on
the menu, the beverage list, the ambience, the quality of crockery and
cutlery, the service, the types of entertainment, etc. The prices are
generally high and the guests are strictly admitted inside the premises
according to the establishments dress code.
Multi cuisine Restaurant: This is a type of restaurant where food
from different countries and region are provided. Generally these
restaurants opens in shift for lunch & dinner, and the types of
service is informal. The dcor and the ambience tend to be lavish and
gorgeous.
Speciality Restaurants: The Speciality Restaurants are those that
specialises on certain type of preparations like Tandoori Items,
Burgers, Sandwiches, Sea Foods, Vegetarian, etc.
Ethnic Restaurants: Ethnic Restaurants specializes on service of
food & beverages of a particular region.
Themed Restaurants: These restaurants have the ambience
describing the name of the restaurant, or a particular occasion.
78
These restaurants basically hold certain event dinning or food
festival nights. The garden caf, however, is also a typically themed
restaurant.
Coffee Shop: A Coffee Shop has following features:
a) It is opened for 24-hours.
b) It is located in such a place in the hotel which is easily accessible
both by the external guests and the in-house guest.
c) The service is fast and plated service is usually followed.
d) Usually it is a licensed premise.
e) Cutleries are less expensive and multi-purpose.
f) The menus vary according to the time of the day- viz. breakfast,
lunch, afternoon tea, dinner, supper, early morning breakfast, etc.
g) The prices on the dishes are moderate.
h) Serves wholesome menus.
i) Ambience is cheerful but informal.
j) In order to break the monotony the Coffee Shop should undergo
regular changes in menus, layout, ambience, dcor, etc., because
the outlet is frequented by regular guests.
Grill Room: The Grill Room is a restaurant that is uniquely different
from the rest. It is a large hall portioned by a glass wall where one
side is the restaurant and the other side is the kitchen. The kitchen
is practically in full view of the guest which can be seen through the
glass portioned wall. The guest can see how and what is to be cooked
for him. In fact he can also order the particular cut or choose the
particular whole carcass which is to be cooked for him.
Discotheque: This is an outlet where people go to enjoy themselves.
Popular snacks and alcoholic and non alcoholic beverages are the
items on the menu dispensed through self service. The enjoyment is
provided through recoded music which is played by a person known
as Disk Jockey (DJ) and a large dance floor where the people dance
according to the tunes and beats. The ambience of the discotheque is
very different as it provides psychedelic lighting, superior quality
sound system, etc., from other entertaining outlets. It is aided by a bar
where efficient bartenders adept in juggling dispense popular
mocktails and cocktails. The service is self help service. The dress
code is less formal and in some occasions like in an ethnic or
particular themed night the guests are requested to wear such clothes
that would suit the occasion.
Night Club: By the name itself it is implied that the night club opens
at night. The normal operational period for a night club being
between 8 a.m. to 2 p.m. The dress code is strictly formal and is often
specified. The ambience defines its elite-ness and so is its elaborate
79
service. The crockery, cutlery, the wine list, the menu are of premium
standard and are highly priced. There is a live band or crooner on the
stand who will provide the audio entertainment, often playing
according to customers request. A well polished floor beckons the
guests to dance, and often live shows like cabaret or ethnic dances are
performed by professional performers.
The other restaurant types can be
Bars & Pubs
Strictly speaking, a bar is a place where alcoholic & non alcoholic
beverages are served. Some snacks are also available with drinks.
They vary in ambience and set-up. It usually consist of a dispense
counter with high stools surrounding it and provision for seating
away from the counter with low tables and chairs.
The pubs are fairly new in India. It originates from England where
beer was generally served. However, now all alcoholic beverages are
also served and live music is the added entertainment provided in
these bars.
The bars can also exist in conjunction with a restaurant when they are
termed as resto-bar.
Other forms of
Outlets
These includes
Banquet Hall:
A Banquet Hall consists of a large hall which can be partitioned to
ones requirement or may consist of a cluster of halls, coming under
the sales outlet of F&B Operations. According to the requirement
and expected number of guests that would be attending the occasion,
these halls are let out to clients who intend to hold private parties -
marriage function, marriage anniversary or birthday celebration,
company seminars, their product exhibitions, or yearly or annual
general meetings, etc. These halls are also utilized to provide state
level welcome to dignitaries, and/or their representatives from other
countries where the service is required to be highly organized and
formal.
Room Service:
This department is responsible for the provision of food & beverage
service in the hotel rooms. The menus, like the coffee shop, will vary
according to the time of the day, viz. different menu for lunch, dinner,
brunch, afternoon tea and breakfast, etc, but the price may be usually
higher for the cost of additional labour and equipments.
In addition to the service in the rooms, the Room Service Department
is also responsible for placement of F&B Amenities- fresh fruit
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basket, cookies & chocolate tray, dry fruits and nuts, soft bar & liquor
bar for use by the guests in regular guest rooms or VIP rooms.
Fast Food:
The fast food catering is predominantly influenced by American
lifestyle food products. The service of food & beverages in these
outlets are at a faster pace than in an a la cart restaurant. The menu is
compiled with special emphasis on the speed of preparation and
service. To make the service financially effective it is essential to
have a large turnover of customers. The investment is rather high due
to deployment of specialized and expensive equipments and
involvement of high labour cost.
Cafeteria:
The cafeteria is an outlet that is based on self-help counter service.
The control and sales is maintained by cashier, who is stationed at the
entrance of the premises, through sale of coupons and tokens against
the dishes that the diners would require to purchase which are
displayed on a menu board behind the cashier seat or at the end of the
counter, after the customer has chosen his dishes the same is
calculated by the cashier. The diners would choose the food and
beverages that are displayed at the counter and are dispensed by the
counter hands against the receipt of tokens /coupons. Segmented trays
and cutleries are kept at the counter for the diners to help themselves.
The clearance of the soiled dishes are done as per the house custom,
i.e., clearance at some places are done by the diners themselves by
stacking them at the wash-up or in some places the clearance is done
by the staff.
Food Halls & Food Court:
These outlets have taken over the traditional cafeterias. The operation
being similar, such catering establishment has a space which is
segmented, each segment offering variety of dishes of a same
commodity. Guests select the items and the service staffs are
responsible for clearing the dinning hall area.
Ice cream Parlour & Milk Bar:
This outlet offers a variety of ice creams ranging from plain to
sundaes. Flavoured milk shakes and cold milk are also a part of the
menu. Such outlets are usually found near a hub of restaurants or in a
dense market area.
Snack Bar:
The snack bar has developed from a humble coffee shop idea. It
meets the modern demand for quick inexpensive service at a very
affordable price. Speed of service with realization of revenue is the
essence of the secret of a successful snack bar. The outlet may be
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located in a market, college or office complex, etc.
Take- Away:
This is a kind of food joint where the food is kept ready to serve. The
diners are allowed to take away the food on payment of the price. The
packaging and presentation of the food is very important in these
outlets.
Drive In:
This is a kind of outlet where the person sitting in the car can choose
and pick the item and then drive away after making the payment.
Hone Delivery:
It is the type of outlet where the food can be ordered as per the
diners required timings and the same can be delivered at his desired
place of delivery.
Out Door Catering:
This form of catering is very closely linked to catering in banquet
halls by its characteristics that it too involves catering of a large
number of people on the same menu. But unlike catering in banquet
halls which are held in the halls only the outdoor catering venue is
decided by the organizer/s. Therefore outdoor catering may be
defined as catering to a large number of people at a venue of their
choice. The invitees are catered as per menu selected by the
organizers from a series of set menus at different levels of prices,
each priced according to the food items provided. Hotels, restaurants
and catering contractors meet these demands. Such catering is
applicable in marriage, parties and conventions.
Catering in Transport Sectors
The Railway Catering
Introduction &Its
Necessity,
In the mid 19
th
century, the railways began its network in India with an
operation that was to grow the length and breadth of the vast sub-
continent. With travel made easier, people journeyed from one part of
the country to another. This subsequently gave rise to the need for the
provision for food & drink en-route.
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The Early Forms
Of Operation
At most of the larger stations, catering to big cities, refreshment rooms
were established. The trains would halt at appropriate length of time so
that the passengers could obtain a simple meal.
The passengers who could not afford to pay the prices of these
refreshment rooms would buy food from the numerous vendors at the
station platform.
Railway companies, for most part of the country had one rest room for
each region. They even went to extent of setting up hotels attached to
the stations so that the passengers who are changing from one region to
another could spent the night before or after in relative comfort. The
luxury of sleeper cars and restaurant cars were much later
developments.
The Outsourcing
Of The Catering
Facility
In early years of 20
th
century, it was decided nationally to outsource the
catering requirements to private companies and hotels with a sound
catering background so that the traveler could be more professionally
served during the often long and arduous journey.
In the event in 1910, the Spencers, who had a very large network all
over India were the first to cater nationally on contract basis. The
Spencers had about 180 refreshment rooms all over the country. The
size of the restaurant, the staff, and the menu were restructured to meet
the demand of the people passing through the particular area.
Menus that were offered in these refreshment rooms were quite
elaborate and reflected British taste rather than being local. Catering
was considered as an amenity rather than being a business proposition.
Spencers got almost all the raw materials supplied by various
companies free of cost.
After independence, Spencers was considered as a foreign company
and therefore lost its contract.
The Present
Scenario
The present railway catering is managed departmentally i.e., the Indian
Railways and also through licensed contractors. The catering facility is
available at thousands of railway stations today. The in-transit catering
is also carried out by the licensed contractors.
With the 100 & 1000 traveling by train everyday throughout the
country, the turnover is enormous. A few years back, ITDC (India
Tourism Development Corporation) was appointed as consultant for
improvement of railway catering. In the process a new type of service
of meals developed where aluminum foil accessories were introduced
in some major routes. The food is cooked in base kitchen near the
major stations and kept in hot cases in pantry cars.
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The railway also owns today Railway Hotels at Ranchi and Puri, and
Yatri-Niwas at New Delhi and Howrah.
The Airline Catering
Introduction
Unlike any other transportation industry railways or cruise liners, the
air transport has to carry prepared food on board as there are no
facilities available on board in any airlines for cooking. Most airlines
plan & design flight catering establishments or kitchen to meet their
own requirement. An aviation catering has become more sophisticated
with the introduction of the vast Boeings and modern aircrafts with
ample space where hot appetizing meals are served to passengers and
hence it has become necessary to employ smart, efficient and highly
skilled personnel- air hostess and flight pursers or such establishment.
The Method of
Airline Catering
Operation
The catering in an aircraft is a part of the in-flight services. The
services rendered by the cabin crew on behalf of the airlines, including
the service of food & beverage are called in-flight services.
Depending upon the timing of flight and the class of the passengers the
service comprises of service of meals and beverages as well. Special
care is taken while planning of the meals as the passengers are often
subject to jet lags. Therefore the food should not only be appetizing but
also healthy as well.
The meal is often classified as
a) Breakfast: Being the first meal of the day.
b) Brunch: Being a meal which served in the late hours of
the morning and at the same time too early for
lunch.
c) Lunch: Being a meal served during noon.
d) Dinner: Being a meal served in the late evening.
e) Supper: Being a light meal taken very late at night.
f) Minor Meals: Being Continental Breakfast, Snacks, Morning
Refreshment & Afternoon Tea.
g) Major Meals: Comprises of Breakfast, Lunch, Brunch, Dinner
& Supper
These meals are coded and the cabin crews have to decode it.
Meal Code
Breakfast HBR (Heavy Breakfast)/
CBR(Continental Breakfast)
Lunch LCH
Dinner DNR
Snacks SNX (Snacks)/
HSNX(Hot Snacks)
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The Service of
Special Meals
Since the meals cannot be cooked onboard, therefore, it becomes
necessary to know the number of passengers to be served on a certain
flight. This also facilitate in ascertaining the special meal requirements
of the passengers. As an airline caterer one must bear in mind that the
people around the world may be ethnically or by religious prohibitions
or by medical advice are bound by certain dos and donts while they
partake food.
The special meals (SPML) will be catered in the following procedure:
1) These special meals are supplied on request, which should be
ordered through the airlines sales office 24 hours in advance prior to
departure or while buying the air ticket.
2) This will be communicated to the cabin crew with the details
pertaining to the passenger viz., name, special meals requested
and sectors involved by the catering staff.
3) There will be no menu cards for special meals.
4) The special meals served will have SPECI AL MEAL stickers displayed
on the tin foil cover of the meal. These stickers are heat resistant and do not
get spoilt upon heating.
5) The cabin crew will identify the passenger/s through a list called Passenger
Identification List (PIL) who had opted for special meal and inform them
about the availability of the same
6) The SPML meals will be served according to normal service procedures and
not prior to meal service.
The Special Meals that are usually served on board comprises of the
following:
1. Vegetarian Meal: These will comprise of any food items devoid of fish,
meat or egg dishes. There can be two varieties
a) Western vegetarian Meal
b) Indian vegetarian Meal
2. Jain Meal: Its a strict vegetarian meal with no root vegetables (e.g. onion,
ginger, potatoes) too.
3. Muslim Meal: The Muslims are non-vegetarian but the animals that will be
slaughtered should be halal, i.e., slaughtered according to Islamic rights.
4. Kosher Meals: The slaughter of animals and cooking of meats and animals
according to the Jewish Kosher code which is supervised and certified by a
Rabbi (Jewish Priest) is called Kosher. The Kosher meals are packed in trays
with a symbol that signifies the meal to be Kosher. The Kosher meals do not
permit the service of dairy products with meat dishes, shellfish is never
permitted, and meals are to be stored separately on board.
5. Salt Free: For patients who has been advised by the doctor to have such
diet- especially heart patients, & patients with high blood sugar or pressure.
6. Diabetic Meals: The type of food can be vegetarian & non-vegetarian as
well. Diet would comprise of sugar-free low fat meat and non starchy
vegetables.
7. Vegan: Vegetarians are those who do not eat any meat, fish or poultry.
Vegans, in addition do not use or consume other animal products or bye-
products such as eggs, diary products, honey etc. Their meal would include
plenty of leafy greens, whole grain products, nuts, seeds and legumes.
85
The service
Food is prepared in the flight kitchen of the concerned passenger
airlines, which is dispensed in individual compartmented container
trays, which are rapidly cooled by subjecting them in near freezing cold
air blast, covered with foils, labeled containing information such as
vegetarian, non-vegetarian, flight number, date of flight, etc. and are
put into deep freezers to be lifted in portable freezer units on the
appointed date. The number of passengers in each flight and the class
they are availing can be ascertained in advance and the meals can be
prepared in an early date, accordingly.
Nowadays a new concept of catering meals on board has emerged with
certain airlines like the Emirates which are promoting live cooking of
meals in front of the passengers in certain classes. This type of meals
are being termed as Sky Chef, allowing the passengers in choosing
their meals from the menu card whish is being in turn prepared in
trolley in front of them.
The History of
Airline Catering
In India
In 1946 the private commercial air lines started and which raised the
necessity to provide Food & Beverage Service requirements to the
passengers. Initially food was provided in boxes, repacked as majority
of the airports lacked the facility of in-flight catering services. At that
time catering in international flights depended on airport restaurants or
hotels situated in nearby cities to cater to their requirements. Eventually
the airlines industry was nationalized and two separate corporations
were found, viz., Indian Airlines for domestic travel and Air India for
international routes. The number of airlines increased giving rise in
increase of number of flights and so also the number of people availing
air-travel. This gave rise to the demand of catering to the passengers. In
order to cope with the huge demand, a number of flight kitchens were
opened by some leading chain hotels in many commercial cities. Air
India opened a subsidiary company known as Hotel Corporation of
India, (HCI), in view to operate flight kitchens known as Chefair.
Present Scenario
Nowadays with the development of technology, most of the airline
meals after they have been prepared and dished in compartmented trays
are blast frozen in blast freezer units to prevent the loss of flavour and
as well as the action of bacteria. They are transported in portable
freezer units until required. They are lifted in aircrafts as per
requirement. Each aircraft is equipped with modern heating
arrangement operated in microwave technology. Food required to be
heated are served hot are heated in such equipments, loaded in trolley
and are served to passengers.
Depending upon the types of class the quality of service wares will
vary. For First Class china ware is used whereas for the Economy Class
the service wares are of plastic.
86
The Catering in Shipping Lines
Introduction
Catering on board ship is vastly different to shore catering. It may be
appreciated that the conditions are entirely different. Provision for food
and drink are to be procured before the ship sets for sail. The quantities
to be purchased are to be worked out in advance to last for several days
till the ship reaches the next port.
The Staffing &
The Organisation
Set-up
Most of the lines appoint what is termed as a catering superintendent
or Superintendent Purser to be in-charge of all the catering afloat. He
has an assistant and an agent ashore who will represent him. This agent
is known as Victualing Agent. The other chief members of staff aboard
are the Purser, Chief Steward and the Head Chef. They all work
together to ensure the smooth and efficient running of the catering
services on board ship.
The service of a large passenger ship may be compared to that of a first
class hotel ashore and that on a cargo vessel to an industrial canteen
operation. In the same way the Catering Superintendent may be
compared to the Director of the hotel ashore; the Purser as the Hotel
Manager; the Chief Steward as the Restaurant Manager; and the Chef
as the overall charge of the kitchens.
The Operation of
The Services
The peratiun
The type catering, i.e. the type of menus and the service will vary
between passenger service, cargo vessels, and ships carrying mainly
cargo and a small number of passengers.
The competitions between the steam ships lie in two aspects service
and speed. The passenger liners vary in size from a tonnage of 1,500 up
to 70 to 80, 000.
The type of catering operations depends greatly on the following
factors:
Length uf the trip.
Type uf passenger- first class, cabin ur tuurist.
6ust
Facilities available.
The Prucurement uf Baw Haterials and their Sturage
A stores department is responsible for purchase of raw materials and
such a duty is distributed between two to three full time duty officers
depending upon the size of the concerned passenger liner. The majority
of the materials are taken from the home port, but it is also a practice to
purchase materials at reasonable price from any port of call. All
alcoholic beverages are purchased on bond from bonded warehouses at
ports.
87
All stores taken on board are either placed in storerooms or cold rooms
which are maintained by refrigeration machineries. The food materials
stored in the latter must be kept at regulated temperature required for
that perishable commodity to ensure that when it is required for use it is
in perfect condition. Great care is taken on hygiene as this can create
health hazard for both crews and passengers and regular inspections are
carried on by the Purser who is the overall charge whilst the ship is
afloat.
The Facilities E the kmenities Pruvided
The ocean going passenger liners are like floating hotels with great
considerations being given to heating, lighting, ventilation, space
allocation, equipment furnishing, and the general comfort of the
passenger. Many amenities are provided like library, ball rooms,
swimming pool, tennis courts, billiard rooms, laundries, shopping
arcades, duty free shops, etc.
The 6atering Service
The ocean going passenger liners are controlled from shore by the
Catering Superintendent who issues instructions and directs from his
office desk, deciding policies and issuing directives.
The kitchen on board is known as galleys. The equipments are usually
fuelled on electricity or oil. The menus offered are equivalents, if not
better than, those found in first class establishment ashore. Highly
skilled staffs are employed for this reason they are organized into
recognized teams or groups who work together in groups.
The food service areas have the restaurant managers, commis de rang,
and wine butlers. The service made is full silver service and may have
also carving trolley, sweet trolley, salad trolley, central cold buffets in
use.
Apart from the restaurants there may be also supplementary food
service areas like smoke rooms, saloons, lounges, and private cabins.
The alcoholic beverages that are dispensed from the bars are issued
from bonded warehouses whose keys are maintained by both the
Customs and Excise Officer and also by the Victualising Agent.
Outside 3 mile limit alcoholic beverages are sold at duty free prices.
The cost the passenger pays for food on board ship is generally
inclusive with the fare, and according to class an allowance per head
per day is made for catering purposes. All beverages and other
purchases are paid at the time of sale.
The service is generally given by the male waiters though waitresses
are also being appointed. The celebrations of passengers birthdays or
88
anniversaries are planned with great thoughts and in details. This is
return pays for the goodwill of the shipping liner and is a means of
advertising of the shipping liners attracting more and more passengers
or passages abroad.
Conclusion
From the above one can easily make out that the ship catering demands
equal importance and commands same quality and initiative,
Organisation and administration, to control staff from Catering
Superintendent, Purser, Chief Steward, the Chef from their equals in a
first class restaurants. There are obviously great differences between
large ocean liners and those small passenger liners that travel short
distances and with limited number of passengers that can be compared
with a first class establishment to an industrial catering organisation.
But whatever may be the size of the liner or the ship, the objective of
the ship catering is to provide every facility possible and everything
that would create efficient service for the passenger.
014- F & B SERVICE -ORGANISATION & ITS HIERARCHY
89
Introduction
The organisation structure of the Food & Beverage Department may
vary according to the size and number of the outlets. In large
organisations there will exist different levels, whereas smaller
operations may combine a number of these operations through a
limited personnel set-up. Again different terminologies may be used
in different organisation meaning the same responsibilities but with
other designation.
The hierarchy of a moderately sized restaurant is as under:
French American English
Directeur du Restaurant Restaurant Manager Restaurant Manager
Maitre dhotel du
Reception
Senior Captain, Reception Reception Head Waiter
Maitre dhotel Senior Captain Head Waiter
Maitre dhotel de Carre Senior Captain, Station Station Head Waiter
Chef de Rang Captain Station Waiter
Demi Chef de Rang Assistant Captain Waiter
Commis De brasseur Assistant Waiter/Busboy Assistant Waiter
Apprentis Apprentice Trainee
The responsibilities of the various personnel are as under:
The F&B Manager
This person is responsible for overall F&B Department, both Food
Production and the Service of Food and Beverage through various
outlets. Depending on the size of the outlet the F&B Manager is
responsible for the implementation of the agreed policies formulated
by the Corporate Office or directly setting catering standards and
policy in the establishment he is located. He ensures the profit margin
of the outlet and is responsible of employing, training, and
retrenchment of staff under his department. He is being conferred
with the responsibility of compiling food menus and wine list in
consultation with the Chef and the Bar Manager respectively. He
plays and active role in purchasing of materials for his department.
He ensures proper portion size and maintenance of service standards
in all his outlets. He may be supported by a secretary cum typist.
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The Restaurant
Manager
The Restaurant Manager reports to the F&B Manager and is
responsible to direct and coordinate the activities of is outlet so that it
gives maximum return to the F&B department. He is responsible for
maintenance of the prescribed standard of service of food and
beverages in his outlet. In doing so he is responsible for
recommendations and appraisals of his staff working in his outlet and
also recommends for training needs to the F&B Manager. He is also
responsible for staffing and compiling of duty rota and holiday list,
and hours on and off duty of his staff so that they in turn coordinate
and run the outlet efficiently and smoothly. He would report to the
F&B Manager regarding the sale proceeds in his outlet, the customer
turnover per day, the movement of the dishes etc.
The Reception Head
Waiter
The Reception Head Waiter being stationed at the entrance of the
restaurant or outlet is primarily responsible for receiving and
welcoming of guests. This job is generally conferred upon a lady for
their perpetual pleasantness they carry. She is also responsible for
accepting and noting bookings made by diner guests who prefer to
ensure the availability of a suitable/the preferred table by booking in
advance. At times she may also have to take the order for the food
and beverage to be served to the guests, while taking the bookings,
who prefer to have everything ordered and done when they would
finally arrive. She also has to maintain certain figures like number of
covers sold, total restaurant sales, etc. If the service personnel at the
station are busy, she at that time has to seat the guests and offer them
water and present menu cards. She looks after the Restaurant function
on the day of the Head waiters day off .She is also responsible for
looking after the Lounge (waiting area) where her Reception Counter
is usually stationed.
The Head Waiter
The Head Waiter is the overall in-charge of the staff team and is
responsible for seeing all the duties necessary for the preparation of
the restaurant prior to actual service are efficiently carried out and
that nothing is forgotten. Prior to the beginning of service he would
give a briefing to all his subordinates regarding the menu and as to
what is to be done during the service. The Head Waiter will aid the
Reception Head Waiter during the service and will probably take
some orders if the Station head Waiter is busy. He will help the
Restaurant Manager with compilation of the duty rotas and would
also relieve the Restaurant Manager and the Reception Head Waiter
during their off days.
The Station Head
Waiter
A Station is a section in the restaurant comprising of set number of
tables ranging from four to eight in numbers. A restaurant, depending
on its size, is divided into a number of such sections termed as
stations. Each station is aided with a side board (dummy waiter),
91
which aids in service.
The Station Head Waiter is the overall in-charge of the team of staff,
comprising of Station Waiters, Waiters or Servers and Apprentices,
working under his station. He must have a sound knowledge on food
and wine and its correct service and must have a good command over
his staff. He/ she would usually take the order (usually from the host)
and carry out all the services at the table with the help of Chef de
Rang who works in the same Station.
The Station Waiter
The Station Head Waiter who works in the same Station of the
concerned Station Head Waiter must be able to carry out the same
work as his superior. But in smaller capacities for having less
experience than the Station Head Waiter. He relieves the Station
Head Waiter on his off days and holidays. Both the Station Head
Waiter and the Station Waiter must work in conjunction as a team to
provide an efficient and speedy service.
The Waiter
The Waiter acts by the instruction of Chef de Rang. He or she mainly
fetches and carries food in platters from the kitchen hot plate and may
do a little service of either vegetables or sauces, offer bread rolls,
places plates in the tables, etc. They help in clearance of tables after
each course. During the preparation period of the restaurant some
cleaning and preparatory tasks will be given to the Commis de Rang
for satisfactory performance.
Assistant Waiter
Engaged mainly in clearance and takes part in restaurant some
cleaning and preparatory tasks with the waiter during the preparation
period.
Trainee/Commis
The Trainee Commis is a learner, who has just joined the
organisation with the intention to take up food service as a career.
Other staffs in a Restaurant Service Operation
Wine Butler, Wine
Waiter, Sommelier
The Sommelier is responsible for service of all alcoholic beverages
during the service of meals. Therefore this person must have a
thorough knowledge of all drinks to be served, its service, and
knowledge of wines that can go best with certain foods and the
licensing laws in respect of the particular establishment that regulates
the service of alcoholic beverage in that particular area.
He must be a competent sales person as with his knowledge he can
recommend the best beverages available to the guest.
92
Carver /Trancheur
The carver or trancheur is responsible for serving carved meat joints
to the guests. He is generally aided with a trolley from where he
works. Large cooked meat joints are displayed on the carving trolley
which is wheeled in front of the guest. The carver presents the meat
joints from where the guests make their selection after which he
carves out the meat portion from the joints.
Buffet Assistant/,
Buffet Chef/
Chef de Buffet
The Chef de Buffet is in-charge of the buffet in the room. The staff
member is normally from the kitchen brigade. He is responsible for
a) Presentation and portioning of food.
b) Regular replenishment of the dishes on the buffet display.
c) Portioning of the food on the buffet.
Cashier/
Cassier
The cashier is responsible for making out checks for concerned table,
and ensuring proper payments made by the guests against the services
given.
015- F & B SERVICE -INTERTDEPARTMENTAL RELATIONSHIP
93
Introduction
As seen in Front Office, the communication with the F&B Service
Department with other departments of the hotel is too important.
The F&B Service Department would communicate with the following
departments as mentioned hereunder in following respects:
Intra
communication
a) Transfer of order from one outlet to another.
b) Various activities concerning the hotel, the F&B department and
its outlets.
c) The bar is an outlet under the F&B service department.
Customers bar beverage orders are
Kitchen
a) Knowing what is available in which section of the kitchen
b) Ordering of food items for preparation after receiving the food
order from the customer
c) To find out which dishes have gone off board
d) To find out the specialities of the day
Kitchen Stewarding
Area
a) Appraising the section regarding the forthcoming activities in the
outlet and therefore the requirement of various catering
equipments.
b) Receiving the crockery, cutlery and glassware issued by the
Stewarding department.
c) The reports on breakages of crockery and glassware and loss of
cutlery.
Housekeeping
a) Annual purchase requisition of various restaurants linen and
staff uniforms.
b) Cleanliness and maintenance of aesthetic standards of the outlets.
c) Flower arrangements in various sections of the outlet and bud
vases set on the table.
d) Issue of restaurant linen and staff uniforms.
e) For room service
i) Clearance of trays
ii) Replenishing mini bars and food amenities in the rooms.
iii) VIP and Group requirements.
Engineering
a) Maintenance of various service and other ancillary equipments
such as plate warmer, air-conditioners, room heaters, lighting,
plumbing ( in the bar counter), etc.
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Cashier
The cashier is a person who is deputed form the accounts department
to work in the F&B outlets. The communication with this department
will be in respect to:
a) Forwarding the KOTs for preparation of customer checks.
b) Tendering the payments made by the customers and returning the
change to the customer received thereof from the customer.
c) Receiving various reports regarding the daily performance of the
outlet with respects to revenue earned, turnover per table,
number of covers sold, etc.
Accounts & Control
a) Issue or KOT and BOT upon receipt of authorised documents.
b) Appraising the outlet turnover with respect to the sales made as
per KOTs and BOTs tallying with the cashiers bills and if there
be any discrepancies, make queries with the concerned outlets.
c) Appraising the outlets with guests on city ledger accounts.
d) Conducting daily and periodic audit of the financial performance
of each outlets.
Front Office
a) The occupancy of the hotel so that the F&B department is ready
with its resources- manpower, catering equipments, finished food
products, raw materials, etc.
b) Arrival departure of groups and VIPs, so that the special and
extra services like welcome drink, dessert and miscellaneous
services pertaining to such guests can be given in the rooms like
in case of VIPs special drinks liked by them or withdrawal of
mini bar service from the rooms occupied by the groups.
c) Arrival departure notification of guests staying in rooms.
d) The processing of signed food and beverage restaurant and bar
checks of the guests staying in rooms.
e) Appraisal of customer requirement and satisfaction, meal
experiences, etc. in the outlets through the GRE.
Stores & Purchase
a) Purchase requisition of various catering and food service
equipments.
b) Requisitioning various restaurant supplies - proprietary sauces,
order pads, pencils, bottle openers, toothpicks, drinking straws,
candles, etc.
Security &
Vigilance
a) Maintenance of security of the guests and hotels property and
assets.
b) Preventing any unwanted incidents from occurring in the hotel.
Sales & Marketing
a) Appraising various programmes and trade shows to take place in
the outlets.
b) Working out various packages for increasing the F&B sales of
the outlets.
95
Personnel & HR
a) Promotion and salary increments of the staff.
b) Organising various training programmes.
c) Working out the manpower requirement in consultation with the
F&B Manager.
016-F & B SERVICE -THE ANCILLARY SECTIONS
96
Introduction
There are certain activities which normally do not take in the outlet
but nevertheless they are required to be performed in order to give
good service in the front area. These services that are performed at
the back of house are required to be well organized, efficiently run
and supervised and stocked with appropriate equipments depending
on the style of operation. It is necessary for all these factors to come
together like a well oiled machine to determine overall a successful
back-up to the food and beverage operation. These sections are
termed as ancillary sections
The ancillary areas are between the kitchen and the food service
areas, acting as the link between the kitchen or the food preparation
unit and the restaurant or the food service unit and the meeting point
for the staff of various departments as they carry out their duties.
There must be a close liaison between these various members of the
staffs and the department under whose jurisdiction they come.
In general, especially in large hotels five main service areas can be
distinguished. They are
1) Pantry or still room,
2) Kitchen Stewarding comprising of
(a) wash up and
(b) silver room & plate room,
3)Food Pick-up Area,
4) Linen room and
5) Store
Still room/ Pantry:
Its main function is to provide items of food and beverage required
for the service of the meal and not catered by the other departments
of the hotel like main kitchen, larder, pastry, etc.
The section is headed by a pantry supervisor.
The following are the most important equipments needed in the
pantry:-
a) Refrigerator
b) Large double sink
c) Salamander
d) Hot water still.
e) Coffee making machine.
f) Hot cupboard
g) Working table & cutting board
h) Double gas range.
The items normally dispensed by the pantry are
Beverages hot or cold like tea, coffee, milk, hot chocolate,
97
Fresh and canned fruit juices
Various types of sandwiches
Bread and bread rolls
Assorted breakfast cereals- cornflakes, porridge, oatmeal
Boiled eggs
Fruits, etc.
Kitchen Stewarding
The Kitchen Stewarding department is basically divided into two
segments, i.e.,
a) Wash up Area
b) Silver Room
a) The Wash up Area:
The Wash up area is the most important service area and must be
cited correctly so that the brigade can work speedily and
efficiently when passing from the food service area to the
kitchens. The layout and positioning of the area should be at
strategic point so that it can be easily reachable with least leg
work. The waiter would move from the food service outlet after
clearance of the soiled plates, cutleries, entre dishes and stack
them in definite part of the dirty collection table and then move
to the kitchen hot plate to collect the next order. The plates
should be correctly sized with the table wares on a plate with the
blade of knives running under the arches of the forks. All
glassware is to be stacked on a separate tray and carried at a
separate point to be washed separately to minimise breakage.
The wash up is carried out mainly in two methods:
1) Manual Washing Method
2) Machine Washing Method
b) The Silver Room & The Plate Room:
The Silver and the Plate Room is the store room for all the clean
earthenware and metal tableware. In small hotel this room is
combined with the wash up. The room is equipped with
cupboards and shelves. The shelves and the cupboards are so
designed so as the larger silver items like flats, platters and
entre dishes are stored on the shelves while earthen ware
articles are stored in the cupboard. While stacking the heavier
items should go at the lower shelves while the lighter items are
stored higher up. Smaller items such as ashtrays, menu card
holders, table numbers, cruet set, butter dishes are best stored in
drawers lined with green baize. An adequate stock of all the
tableware, earthenware and glassware for service together with a
98
slight surplus stock to handle emergency situations is maintained.
The inventory of all the articles is regularly taken and tallied with
the book stock.
Food Pick up Area
This may be regarded as the meeting point between the food service
staff and food preparation staff. It is most essential that for an
effective operation and maximum output there should be an active
participation, co operation and good relationship among the staffs of
these two areas. The Aboyeur or the barker is the in-charge of this
area who calls up the order to respective sections of the kitchen and is
responsible for receiving them from the respective kitchens and hand
them over to the concerned waiters with respect to different tables.
And thus control the food pick up over the service period. The
aboyeur also controls the off board which tells the waiter immediately
if any dish has gone off. The off board should be placed in a
prominent position for all to see. The silver required for service is
often placed in shelves constructed on top of the hot plate and used as
required.
Linen Room
It keeps a stock of various linen, e.g., Table Cloth, Napkins, Baize,
Slip Cloth, etc., used in the food service outlets. Fresh linen are
picked up by the restaurant staff in exchange of soiled linen.
Generally it is done once in a day, but it may be more than once in
case of Coffee Shop. A Linen Register is maintained to record the
daily transactions.
THE LINEN REGISTER
Item
Date Opening
Balance
with the
Laundry
Soiled
send
on date
Total Received
Fresh
Balance
with the
Laundry
Initial
of the
Laundry
Clerk
10/3 68 12 70 65 5 DJ
11/3 5
Store
Store Room is the area from where the F&B Service staff requisite
and pick up various items like grocery salt, pepper, mustard, bottled
items like ketchup and various bottled sauces - Tabasco for the table
and stationeries like scribbling pad, paper napkins, etc., which are
required for smooth running of day to day operation. In large hotels
there can be separate stores for perishables, dry goods, stationery,
etc., for storing various items.
Table Cloth
017- F & B SERVICE -A TYPICAL RESTAURANT FLOOR PLAN
99
BAND STAND
DANCE FLOOR
SIDE STATION-I SIDE STATION II
SIDE STATION III SIDE STATION IV
SALAD
TROLLEY
GUERIDON
TROLLEY
WINE
DISPLAY
BUFFET DISPLAY
018-F & B SERVICE- SERVICE EQUIPMENTS
HOSPITALITY- STUDY NOTES DDG 100
I ntroduction
For carrying out the service operation certain equipments are
required to be used by the F&B Service Departments. Depending
upon the nature of operation an F&B outlet may require all or a part
of the above equipments.

While planning the requirement of the equipments a F&B operator
must consider the following facts:
a) Standard of the restaurant.
b) Type of menu offered.
c) Type of service provided
d) Dcor and theme of the restaurant.
e) Type of clientele visiting the establishment.
f) Durability of the equipment.
g) Ease of maintenance.
h) Availability in the market after stock finishes.
i) Storage advantage and space necessary.
j) Flexibility of use.
k) Price of the equipment.
l) Standardization.

The Classification of
Equipments

The Food & Beverage equipments consists of the following
categories
i) Restaurant Furniture
ii) Restaurant Linen
iii) Electrical equipments
iv) Disposables
v) The Tableware:
A Cutlery
a) Flatware
b) Hollowware
c) Specialised Equipments
B Crockery
C Glassware

The above categories are discussed below:

i) Restaurant Furniture

The restaurant furniture consist of

a) Tables
They may be
A Square
1. for two persons standard size 30x30
2. for four persons standard size 3x3

B Rectangular
1. for 4 persons standard size 46 x 26

C Round
1. for 3 /4 persons standard size 3diameter

(Below)Dimensions of a
Dinning Hall
Chair

2. for 8 persons - 5diameter

D Banquet Table
They are rectangular in shape. The sizes being
1. 6 or 3 or 5 in length x 2.5 in breadth

E Buffet Table
They are rectangular in shape. The sizes being
1. 6 or 8 or 12 in length x 3 in breadth

The height of all tables are 30 from the floor. One unique feature
is, a restaurant may have a mixture of all the above shapes and
sizes.

This arrangement
1. Promotes seating of all sizes of group of persons coming to
dine.
2. Breaks the monotony of sight.
3. The tables can be joined together to seat largest group of
people.

However this standard height and size may not be maintained in
resto-lounge where the set up consist of low coffee tables and sofas.

b) Chairs
The shape of the chair and the extent of comfort it would give
largely depend upon the type of operation the outlet does. In a
coffee shop where the speed of service in considered as an
important factor the chairs need not be very comfortable,
whereas in a Fine Dinning Restaurant, where people go for a
life time experience, the comfort and spaciousness in seating is
always provided and again in a popular catering restaurant
which expects a high turnover with moderately prices menus
would not have a spacious seating arrangement.

The general dimensions of a chair is
The height from the floor to the seat is 18
The backrest from the seat to the top is 18
The minimum dimension of a seat is length 18x breadth 18
in front progressively decreasing to 16 at the rear.

c) Side board
The side board aids in service and therefore also known as
They dummy waiters. It is the base from where the waiter
works in the restaurant, and should, therefore, carry all the
equipments necessary for use during the course of the meal. It
is customary that each station should be aided by a sideboard.
The style and design of the sideboard may vary from
establishment to establishment.
18
18 18
It depends upon:

1) The style of service and the menu offered.
2) The number of waiters or waitresses working from a
sideboard.
3) The number of tables to be served from a sideboard.
4) The amount of equipment expected to be held.

ii) Restaurant Linen They comprise of various table cloths, napkins, doilies, and slip
cloths etc.

The dimensions are:

Item

Size of the Tables

Size of the Tablecloths

Tablecloths

26 Square Table 54 x 54

3 Square Table 72 x 72

Rectangular
Table
(54x 30)
72 x 54

Rectangular
Table
(54x 60)
72 x 96

Buffet Table
Cloth

6 x 12
Slip cloths

Used to cover the
stained portions
of the table cloths
due to spilled
gravies and food
during service

36 x 36

Serviettes Square 18 x 18
Doilies Decorative disposable cloths, used upon under
liners or such things to prevent slippage. It also acts
as a absorbent when specially placed under chilled
/ frosted glassware and other service equipments.
They come in various sizes.


Baize cloth

The top of the tables and the drawers of the
sideboards are lined with a fur type of cloth which
is known as baize. This cloth has many purposes.
It is usually placed over the tables upon which the
table cloth is laid.
A This allows the table cloth to hang freely.
B It prevents the rattling noise of the cutlery
when they are placed on the table.
C The cutlery itself is prevented from getting
damaged.
D Moreover it protects the wrist of the guest from
getting hurt by the sharp edge of the table.

iii) Electrical Equipments They comprise of :-
A Plate Warmer.
B Air conditioners / Room Heaters / Exhausts / Fans.
C Hot Plate.
D Lighting Arrangements.

There is a recent trend is saving electricity and thereby becoming
environmentally friendly. Whenever such equipments are put to use the
power consumption and power wastage is taken a great care.

iv) Disposables This type of tableware can be used for outdoor catering. It is usually made
out of paper or plastic or clay.

They include
(a) Napkins (b) Placemats and Coasters (c) Banqueting Roll
(d) Knives, Forks & Spoons (e) Cups Glasses & Plates.

The advantages are:

(a) Reduces the need for washing up equipment, staff and materials.
(b) Usage reduces capital investment through purchase of various
crockery and cutlery.
(c) It cuts down high cost of laundering
(d) Improves standard of hygiene and hence increases customer
acceptability.
(e) The breakage cost is minimized.
(f) It reduces the required storage space
(g) It brings change is cooking technology e.g. cook/chill or cook/freeze
and microwave cooking technology.
(h) Easy transportation.
(i) It plays a major role in development of fast food catering and speeds
up service and therefore time saving.
(j) Acts as sales promotion aid.

The disadvantages are:

(a) Acceptability by the consumers may be poor.
(b) Disposables can be sometimes more expensive than conventional
equipments.
(c) Demands storage as back-up quantity is always necessary.
(d) The caterer has to greatly rely upon the supply and the delivery time.
(e) If not of food grade quality then it can turn out to be unsafe.
(f) The material used must be environment friendly, other wise dispose
of such used wares can lead to environment pollution.

v) The Tableware The equipments that are used on the table for a diner to have his meal is
termed as tableware.

They comprise of
Cutlery
a) Flatware
b) Hollowware
c) Specialised Equipments
Crockery
Glassware

Cutlery: These are the equipments that are used for service and
partaking food to/by the guest. They include:

a) Flatware: These are items like spoons, knives, and
forks.

b) Hollowware: They include various items from which the
food is served- water jugs, teapots, etc.

c) Specialised
Equipments:
They are equipments that are required for
service of specialized items

Crockery: These items comprise of earthenware/chinaware items
such as various types of plates. When hollowware like tea pot or
serving dish is made of china they are also fall in the category of
crockery.

Glassware: These are glasses that are used for service of alcoholic
and non alcoholic beverages. E.g. water tumbler, red wine glass,
decanter, etc.








019- F & B SERVICE -THE MENU & ITS COURSES
112
Definition
The menu or bill of fare, as it is popularly known, is a list of food
and beverage that can be served by an establishment to a guest at a
price.
The History
The word Menu, probably dates back to a story about a person of
nobility, the Duke of Brunswick, in 1541, who while attending a
banquet, was found referring to a long list. Upon being asked he said
he is referring to the list of items that are being served and he is
accordingly reserving his appetite for the forthcoming dishes. One of
the ladies was curious enough to ask May I know what the Duke is
referring to? and it is believed that from this phrase the word Menu
came for if we condense May I Know it sounds as Menu.
The Functions of
Menu
The Menu in a food service outlet serves a manifold purpose:
A Menu form customers viewpoint it serves him as a
a) Tool to know what dishes are being available
b) To choose dishes according to his budget.
Form the point of view of service staff it helps them to
a) Make the inventory of the catering equipments.
b) Decide upon the type of service required.
c) To deduce the number and skill of service staff that would be
necessary
d) Make the mise-en-place of the restaurant by laying the specific
crockery and cutleries required as per the dishes that are being
served.
e) Take the order of the dishes.
f) Pick up and serve dishes in accordance to the order given and
according to the sequence of the menu structure.
g) To present correct check to the guest.
Considering from the viewpoint of production staff and the chef it
helps as a guide to
a) Deduce the requirement of production staff and their individual
skill accordingly.
b) Helps to deduce the type of production equipments required.
c) To order raw materials.
d) To prepare the dishes.
The management by the menu comes to
a) Analyse the cost and evaluate the utility of the dish.
b) Predict trends and to plan the future course of action for the outlet.
c) Know the recovery in terms of currency from each dish through
the cashier who in turn can make the bill correctly.
113
Points to be
considered while
Planning a Menu
a) Type of Establishment
b) Type of Customer
c) Religious Rules
d) Average spending capacity
e) The Price Range
f) Time of the Year namely :- The Climatic Condition, Seasonal
Foods, Festival Dishes
g) Time of the Day
h) Supplies
i) Type of Production Area
j) Type of Food Service Area
k) Providing a Balanced Meal with respect to colour, texture,
methods of preparation, sequencing the menu in proper order,
i.e., from light to heavy and then back to light.
l) Language & Menu Presentation which includes omission of
spelling errors, proper descriptions, adhering to same language
when written
Types of Menus
Introduction
Menus can be broadly divided into two:
1) A la carte literally meaning from the card
2) Table dhote meaning table of the host
A la carte Menu
Definition
The A la Carte menu means a multiple choice menu each dish being
separately priced.
Applicability
1
st
Class Restaurants, Multi Cuisine Outlets, Various restaurants.
Table dhote Menu
Definition
The Table dhote menu is the one which has fixed number of courses
and the price is on the entire menu or any specified number or
courses on the offer.
Applicability
Coffee Shops, Fast Food Joints. Resort Hotels and establishments
running on Modified American Plan or American plan, etc.
114
There are also other forms of menu which are discussed below
Plat du Jour Menus
Definition
&
Characteristics
These are certain dishes that are displayed or advertised with a
purpose of selling certain dishes as specialty. Literally means Plate
of the Day.
The most notable characteristic these menus will have are:
1) These dishes normally comprises of the main course.
2) They may combine with a la carte or table dhote menus
already in vogue in the restaurant.
3) These dishes will not be found on the main menu.
4) The dishes will be individually priced.
5) They may have a heading like Our Chef Recommends.
Todays Specialty, From Our Chefs Table etc.
Applicability
Various restaurants offering specialties of the day and especially the
ethnic menus.
Carte du Jour Menus
Definition
&
Characteristics.
The Carte du Jour menu literary means the card of the day. These
menus are written everyday, one for lunch, and one for dinner. They
are a complete meal and may have choice. This form of menus may
combine with an a la carte, table dhote or plat du jour menus. The
dishes are priced individually.
Applicability
Coffee Shops, Fast Food Joints, Resort Hotels & Motels. Etc.
Cyclic Menus
Definition
&
Characteristics
These menus come back after a particular time, like on a certain day
of the week, or in a particular month, or a fixed time of the year.
Applicability
These menus are normally found in industrial canteens, prisons or
hospitals.
One important consideration a caterer must have is to provide variety
in the dishes prepared, since the basic ingredient is the same.
115
Set Menus
Definition
&
Characteristics.
By Set Menu, it means that the menu is fixed in relation to number
of items, within certain limitations, at a given price. This is usually
made where there is mass catering on a pre-decided menu. The
choice of items are offered by the establishment with the choice of
dishes are that can be served.
The dishes are decided in advance by the organizers and the menu is
served by the establishment to a group of persons accordingly. The
control is not kept on portioning the quantity of each dishes, but on
number of plates served.
Applicability In out door catering, banquet services, parties and buffets.
The Courses of French Classical Menu
Introduction
The French classical menu is divided into number of courses. It is a
tool that aids in service of dishes in correct sequence and also gives a
guideline to planning of a balanced menu in terms of nutritional
value, methods of cooking applied, the basics ingredients used, the
type of food hot or cold and sweet or salty etc.
There are twelve courses in the menu that forms that basis of
continental cuisine. Each course has a typical identity of its own that
determines its position in the menu itself.
The names of the courses according to their sequence, their
importance and some examples of the dishes in that particular course
are given below.
116
The Name of the Course
French Name English Name
Description Examples of Dishes
Hors doeuvre Appetiser The dishes in this course
comprise of salty and tangy in
nature and by which they
stimulate our appetite and
hence they are called
appetisers. Hors doeuvre may
also cover items which are
served before the soup which
are also called as hors doeuvre
substitute.
Russian Salad, Tomato
salad, Potato Salad,
Beetroot, Anchovies,
Fish Mayonnaise, Egg
Mayonnaise, Melon,
Oysters, Caviar,
Smoked Trout or
Smoked Salmon, Fruit
and Shellfish Cocktail,
Potage Soup It is extract of meat fish,
vegetables or fruits or
combination of both.
Consomm :
Consomm Julienne
Consomm Clair
Thick Soups:
Cream of Tomato
Cream of Chicken
Poisson Fish A Fish Course is always
included in a dinner or a
banquet menu.
Fish is a soft fibred and tender
meat which is easily digested
and helps to prepare appetite
for the heavier courses to come.
Vetki Meunier,
Fillet of Haddock
Steak,
Poached Salmon,
Fillet of Sole Orly,
Fried fillet of Sole in
English style
Entre Entrance Literally it means entrance to
the main course. In other words
it is the first meat course on the
French classical menu.
However, they also include
various types of omelets and
hot egg dishes, farinaceous
dishes, canaps, cutlets,
casseroles and stews. They are
well garnished dishes which
come from kitchen ready for
service.
Tournedos Barnaise,
Sweet Breads, Pastas,
Lancashire Hotpot,
Mutton Chop with
Potato Covering,
Chicken Cutlet,
Cottage Pie, Scotch
Egg with Reform
Sauce
117
Relev Remove This is considered as the main
course on the French classical
menu. They are normally large
meat joints which involve
carving. These joints comprises
of butchers meat which are
either pold or roasted.
These dishes are always served
with accompaniments, roast
gravy and sauces which include
green and root vegetables,
various types of forcemeat
stuffing, savoury puddings and
sauces.
Roast leg of Lamb,
Boiled salted Beef,
Roast Beef, Grilled
or Fried Pork
Chops, Roast
Mutton
Sorbet Rest This is the rest between the
courses in order to prepare their
appetite for further courses. In
other words the sorbet
counteracts the richness of the
dishes already consumed and
stimulates the appetite for further
dishes to come. Normally 10 to
15 minutes is allowed between
the courses as a rest period.
In this course iced water with a
few drops of Champagne is
normally served though variation
of the beverage with various
other alcoholic and non alcoholic
beverages are also entertained;
At this stage of the meal,
establishments where smoking is
allowed Russian cigars and
cigarettes are also served.
Sorbet Alexandra,
Sorbet A La
Sicilienne,
Granite,
Marquise,
Spoom,
Sorbet A
LAmricaine
Roti Roast Roast Course always consist of
dishes made from feathered
animals or furred or feathered
games. Each dish is
accompanied with particular
sauce, gravy, & salad.
Roast Chicken,
Roast turkey, roast
duck, Roast
Pheasant, Roast
Goose, Quail, etc.
118
Legumes Vegetables The vegetables can be served
with the main course or can
exist as a separate course. At
this stage of the meal the
balance of the courses is
gradually returning from
heavy to light. We now have
a hot vegetable dish served
with its accompanying sauce.
Asparagus Hot,
Corn on the Cob,
Artichokes Hot,
served with
Hollandaise sauce
or Beurre Fondue
(melted butter)
Entremet de
Sucre
Or also known
as
Entremets
Sweets This is the sweet course.
The course comprises of hot
and cold puddings, cold
souffls, ice creams, Gateau,
Flans, crepes, etc.
Peach Melba,
Coffee Mousse,
Rum Omelet,
Caramel Custard,
Baked Alaska,
Bread & Butter
Pudding, Apple Pie,
Cassata Ice-cream,
etc.
Savoureux Savoury This course consist of salty tit
bits that cuts the taste of the
sweetness in the sweet course
and prepares the palette for
the forthcoming dessert
course which is also sweet.
This course also includes an
array of cheese being
presented to the diners for
their personal selection from
a cheese tray or a cheese
trolley.
Savoury tit-bits:
Assorted Canaps,
Angel on the
Horseback (Poached
oysters wrapped in
streaky bacon and
then grilled in
skewers), Tuna on
Toasts, Sardine on
Toast, Mushroom
on Toast, etc.
Cheese:
Edam, Parmesan,
Gruyere, Gouda,
Danish Blue, White
Wensleydale,
Gorgonzola, etc.
119
Dessert Dessert This is the fruit course
comprising of fresh and dry
fruits.
Fresh Fruits:
Apple, pineapple,
banana, strawberry,
raspberry, mango,
litchi, pears, grapes.
Dry Fruits:
Cashew nut, raisins,
pistachio, almond,
walnut, coconut.
Caf Coffee This is not regarded as a
course but any service of
meals winds up normally
with the service of coffee,
with which liqueurs and other
after dinner drinks are also
served.
Any preparations of
black coffee.
020- F & B SERVICE -THE SETTING OF A DINNING HALL
120
Introduction
Prior to the service starts in an outlet, it is essential that the outlet be set
up properly so that the service staff with minimum movement can give
maximum result.
This setting up of the food service area is divided into two phases- namely
a Mise-en-scene
b Mise-en-place.
Mise-en-scene
The word Mise-en-Scene refers to the setting up of the atmosphere of the
restaurant.
The job involves a series of action which are denoted hereunder:
a) Airing the dinning room by opening all the doors and the windows to
allow the fresh air to come in.
b) Checking all the electrical gadgets, viz. the plate warmer, the table
lights and wall lights are functioning, air-conditioners and room
heaters are in working condition.
c) Checking the housekeeping of the restaurant by adhering to the
objective of the housekeeping, i.e., providing clean, safe, hygienic
environment and maintaining the aesthetic standard of the
establishment. Especially the carpet is brushed, the curtains have no
stains, the floral arrangement on the tables bear fresh look, the walls
and fixtures and fittings clean and free of cobwebs, any decorative
pieces are spotlessly clean, etc.
d) Closing all the doors windows.
e) Spraying room freshener but at the same time taking care that it does
not interfere in any way with the natural aroma of the dishes that are
going to be served.
f) Switching on the room heater or air-conditioner if the restaurant is
not centrally air-conditioned or heated. In the latter case the vents are
to be opened to allow the desired cool/hot air to enter.
g) Ensuring the chairs and tables are serviceable.
Mise-en-place
The word Mise-en-Place literally when translated into English means
putting things in place.
121
Restaurant mise-en-place is putting all the tableware, glassware, chinaware,
hollowware, and assembling all necessary equipments and restaurant
stationary in proper place, and thereby arranging the restaurant for an
unhindered service.
It includes:
a) Briefing by matre dhotel before service.
b) Knowing
(i) the days menu if the establishment runs on a table dhte menu,
(ii) the specialties of the day,
(iii) the dishes that have gone off-board, etc.
c) Checking the restaurant booking diary and knowing which tables are
booked, their number of covers per table booked and also the menu if
already been decided.
d) Placing of tables and chairs in their proper place.
e) Replenishing the dinning area with all the necessary equipments from
the scullery.
f) Polishing of all tableware that will be required for service.
g) Procurement of all necessary items stationeries, proprietary sauces and
ketchups from the store.
h) Sending used linen to and procuring clean and ironed linen from the
laundry.
i) Order for KOT and BOT books from the Accounts/Control department.
j) Laying of covers on the table as per the house custom.
k) Setting up the sideboard by filling
(i) with necessary extra tableware, glassware, chinaware, coaster and
doily papers, and other necessary equipments required for service.
(ii) the cruet sets with salt, pepper, mustard
(iii) the condiment sets with jam, marmalade honey. The sugar basins
with sugar, milk pots with cream, butter in butter dish, toothpick in
toothpick stands.
(iv) candle stands with candles.
(v) water jugs with cold and plain water. Other items like placing
clean ashtrays, menu cards, adequate quantity of reservation
boards, bill folders and arranging clean.
(vi) trays and salvers
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(vii) extra clean linen required during the service.
(viii) additional specialized items as per house custom.
(ix) If the sideboard is equipped with plate or food warmer it should
be turned on 15 minutes before the service.
The Rules for Laying a Table
The Rules for Laying a Table are as appended below:
01. Place the tables in position and see they are not wobbling.
02. Check the tables and chairs are clean and the sideboard is properly equipped fro the service
session.
03. The tables should be covered with a baize or felt cloth. The use of baize cloth are:
a) It helps the table cloth to hang freely and firmly.
b) It acts as a protector to the table.
c) It protects the wrist of the guest from the edge of the table.
d) It dampens the noise of the table appointments when they are placed on the table.
04. The height of the dinning table should be 30 from the floor and the chair should be 18 from
the floor.
05. The table cloth should be placed squarely and the centerfold of the table cloth should form a
line down the middle of the table. The fall of the tablecloth should be 9 from the edge of the
table from all sides.
06. Crumpled, soiled, stained table cloths should never be used.
07. A centerpiece is essential for every table. It is preferably a bud vase which should have low,
non fragrant flower arrangement to facilitate clear view of the guests seated opposite to one
another.
08. The crockery and other table appointments that are used should be spotlessly clean.
09. Each cover should fall a well balanced definite unit and should never be crowded. It should be
24 in length and 18 in breath. A cover can be defined as a space required for placing all the
tableware, crockery and glassware and linen for a person at the beginning of a meal.
10. Place only the required flatware, cutlery, hollowware and other table appointments for the
meal on the cover. The sequence of laying the flatware and cutlery are from outside to inside.
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11. With certain exceptions, the knives and spoons are placed on the right side of the cover while
the forks are placed on the left.
12. The table appointments for the appetizer or hors doeuvres should be placed on the cover or it
may be placed on the plate with the knife fixed into the prongs of the fork making an angle of
90 at the vertex of the plate.
13. While handling of the table appointments at no point of time they should be handled by hand.
A salver or service plate suitably covered with a tray cloth or serviette should be used while
carrying them from the sideboard to the table. Alternatively bare hands may only be used
when the cutlery and flatware are wrapped by a napkin or a waiters cloth. While placing them
on the cover they may be handled by hand but they should be only held at the farthest end
where by no chance they come in contact with the food or guests mouth.
14. The water tumbler or goblet is placed at the right side of the cover at the tip of the large knife.
15. The butter dish should be placed at the center of the cover preferably on the left side.
16. The napkin or the serviette may be placed at the center of the cover or on the side plate.
17. All the crockery, cutlery, flatware and glassware should be placed at least away from the
edge of the table.
18. It is customary that while laying a cover they should be laid one opposite to another and never
sideways.
19. The cruet set should be placed at the center of the table, so also the menu card holder.
20. The table number should be so placed that it is easily viewable by everyone, preferably at the
side which is used for movement of the guests and the service staff.
21. While placing plates, if they have monogram, they should be placed facing the guest, i.e., at 12
o clock position.
22. The cutting edge of the knives should always be facing the left.
23. While laying a table dhote menu, if the menu is too long, the cover should be laid up to the
main course. The remaining cutleries are to be kept at the sideboard.
24. For any table dhote menus there should not be more than total of three comprising of knives
and spoons at the right and three forks at the left.
25. For laying table for a la carte orders the initial table layout should always be corrected. Proper
mise-en-place for all the requisite table wares are to be kept at the sideboard and are to be laid
each time after the clearance of the preceding course and before service of that particular
course.
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26. The cutlery for the dessert may be laid at the top of the cover, but sometimes it can be laid
after the clearance of the main course.
27. The wine glasses are laid at the right side of the cover at the tip of the knives corresponding to
the dish for which the wine to be served.
28. The side plate is kept at the left side of the cover usually with a side knife.
Exceptions:
i) the side knife which is placed on the side plate at the left hand side of the cover.
ii) in case of pasta dishes, when the spoon is placed on the left and the fork at the right.
iii) the side knife which is placed on the side plate, the cutting edge faces away from the
plate.
A la carte & table dhote Table Layouts
Introduction
Depending upon the type of restaurant, the establishments house custom, the type
of menu, the type of service, each outlet has got a typical table layout.
The two standard layouts are:
a) A la carte
b) Table dhte
These layouts are referred as covers.
In F&B terminology the word cover has two meanings.
1) It means the capacity of the restaurant. Therefore if one describes a restaurant
as a restaurant with 120 covers, it would mean that the restaurant has the
capacity to seat 120 diners at a time.
2) The second meaning is the space allotted to lay all the crockery, cutlery,
tableware, hollowware, and glassware on the table for a person to have his
meal. So, when a restaurant staff is asked to lay up a cover, it would mean that
he/she is required to lay all the required table appointments on the table for the
guests to have their meals.
Since it is a space, therefore, it must have definite dimensions. The allotted
space for a cover is: 24 in length and 18 in breadth.
The Essentials
of a Cover
They comprise of the following :
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On the Table
1. Side Plate
2. Side Knife
3. Cruet Set
4. Center Piece/Bud Vase
5. Ashtray
6. Table Number
7. Menu Card Holder
9. Serviette (on the side plate)
10. Butter Dish with butter knife
11. Water Goblet.
12. Table Cloth
On the Side Board
1. Water jug on an underplate.
2. Crumbing Equipment
3. Bread Tong
Note:
If the menu is Indian then, Side Knife,
Butter Dish with Knife and Bread Tong
will not be required. Table Cloth is
optional depending on the class of the
outlet.
The A La Carte
Cover Layout
An a la carte cover consists of
1. Side Plate
2. Side Knife
3. Cruet Set
4. Center Piece/Bud Vase
5. Ashtray
6. Table Number
7. Menu Card Holder
9. Serviette (on the side plate)
10.Water Goblet
11.Large Knife
12.Large Fork
13. Table Cloth
The Table
dhote Cover
Layout
The table layout will depend on the menu decided.
Types of Table Appointment Course by Course
Hors doeuvre
Side plate with side knife, Fish knife and fish fork
Potage
Side plate with side knife, soup spoon for thick soup, dessert spoon for thin
soup
Poisson
Side plate with side knife, Fish knife and fish fork
Entree
Side plate with side knife, Small knife and small fork
Relev
Side plate with side knife, Large knife and Large fork
Sorbet
Side plate with side knife, Parfait glass on an under plate
Roti
Side plate with side knife, Large knife and large fork
Legumes
Side plate with side knife, Small knife and small fork
Entremet
Dessert spoon & fork, but may change according to the sweet.
Savoureux
Meat Savoury: Small knife and small fork
Fish savoury : Fish knife and fish fork
Cheese: Served on side plate, with small knife and fork.
Dessert
Fruit knife and fork, grape scissors, finger bowls containing warm and cold
water
Caf
Demitasse with a coffee spoon with sugar basin with tea spoon and coffee pot
on the table.
021- F & B SERVICE -THE BREAKFAST & AFTERNOON TEA
126
Breakfast
Introduction
It is the first meal of the day. But a meal to me termed as breakfast, it must
fulfill the following criterion:
They are:
a) It should be the first meal of the day.
b) It should be eaten before noon.
c) It should contain breakfast style food.
The usual breakfast time is between 7 a.m. to 11 a.m.
Each country or region has their own type of breakfast. The ones that are served
in the hotels are-
a) Continental Breakfast
b) English Breakfast
c) American Breakfast
d) Indian Breakfast.
The above types of breakfast are described below
Continental
Breakfast
The Cover for
Continental
Breakfast
The continental breakfast comprises of:
(Menu for Continental Breakfast)
Choice of Chilled Fresh/Canned Fruit Juice
( Apple, Pineapple, Grapefruit, Orange, Mango, Strawberry, Litchi)
--------------
Choice of Bread
(Toast, White Bread, Brown Bread, Croissant, Muffin, Danish Pastry, Brioche)
with
Butter & Preserves
-------------
Tea or Coffee
------------
The cover for continental breakfast comprises of
1 Side Plate & side knife 2 Serviette placed on the side plate
under the side knife.
3 Bread boat or basket for bread 4 Butter knife with butter dish on a
doily on an under plate.
5 Preserve dish on a doily with a
preserve spoon
6 Breakfast cup & saucer with a tea
spoon
7 Tea pot, coffee pot, jugs of hot 8 Stands for tea pot, coffee pot, hot
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and cold milk with hot water
jug.
water jug.
9 Ash tray, table number, sugar
basin with tong.
10 For leaf tea- tea strainer with slop
basin.
Hot milk is given with coffee
Cold milk is served with tea.
The continental has two more variations
Caf Simple which means only Tea or Coffee
Caf Complete meaning- Toast or Bread with butter and preserves and
Tea or Coffee.
English Breakfast
It comprises of (Menu for English Breakfast)
--------------
Stewed Fruits
(Apple/ Guava)
----------------
Choice of Cereals
(Cornflakes/Porridge/Kedgeree)
-------------------
Fish fried or Grilled
(Grilled Herring, Fried Plaice, or Sole)
----------------
Eggs to order with Fried Bacon
(Fried / Scrambled/ Omelet/ Poached/ Boiled)
----------------
Meat
( Fried/Grilled Bacon, Fried/Grilled Sausage, Kidneys,
with
Grilled Tomato, Saut Potato,
Mutton Cutlet with Finger Chips
----------------
Cold Buffet
(Calves Tongue/ Cold Chicken/ Cold Mutton
--------------
Choice of Bread
with
Butter & Preserves
-------------
Tea / Coffee/ Hot Chocolate
-------------
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The cover for
English breakfast
Table appointments on the table:
1 Side Plate & side knife 2 Serviette placed on the side plate
under the side knife or laid flat
between the joint knife & fork.
3 Bread boat or basket for bread 4 Butter knife with butter dish on a
doily on an under plate.
5 Joint Knife & Fork 6 Fish Knife & Fork
7 Dessert Knife & Fork 8 Cruet Set (salt, pepper mustard
with mustard spoon)
9 Castor Sugar in Sugar basin 10 Preserve dish on a doily with a
preserve spoon
11 Breakfast cup & saucer with a
tea spoon
12 Tea pot, coffee pot, jugs of hot
and cold milk with hot water
jug.
13 Stands or under plate for tea pot,
coffee pot, hot water jug.
14 Ash tray, table number, sugar
basin with tong.
15 For leaf tea- tea strainer with
slop basin.
American
Breakfast
American Breakfast consist of the following:
--------------
Choice of Cereals
(Cornflakes/Porridge/Kedgeree)
-------------------
Eggs to order with Fried Bacon
(Fried / Scrambled/ Omelet/ Poached/ Boiled)
----------------
Choice of Bread
with
Butter & Preserves
-------------
Tea / Coffee
-------------
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Indian Breakfast
--------------
Poorie-Bhaji/ Parantha plain or stuffed Aloo, Gobi, Moolie with achar/
Choice of South Indian delicacies- Utthapam, Iddlii, Vada with Sambar, Curd,
Chutney/ Thepla/ Chilla
-------------
Tea- Masala Tea / Coffee/ Lassi
-------------
The Afternoon Tea
The Venue:
Coffee Shop, Lounge, Foyer, Garden, etc.
Timings
3 P.M. to 7.30 P.M.
The Menu
The Cover
On the table: Side Plate, Side/Tea Knife, Paper Serviette, Pastry Fork, Tea
Cup & Saucer & a Teaspoon, Slop Basin & Tea Strainer, Sugar Basin &
Tong, Tea Pot & Hot Water Jug, Stands or Underplates, Ashtray, Table
Number.
At the side board: Jugs of Cold Milk, Preserve on a doily on an under
plate with a preserve spoon.
Menu
Tea
-----
Hot Buttered Toast
Toasted Tea Cakes
Crumpets
-----------
Assorted Afternoon Tea
Sandwiches
-----------
Buttered Scones & White Bread
Butter,
&
Raspberry / Strawberry Jam
------------
Gateaux & Pastries
---------
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The High Tea
Introduction
High Tea is, a variation of afternoon tea, heavier than afternoon tea which
is regarded as tea meal with hot or cold items. This is usually a service
made in occasions such as formal meets and birthday parties especially for
children.
The Menu
The Cover
On the table : Joint Knife & Fork, Side Plate, Side Knife, Serviette (placed
on the side plate under the side knife or laid flat between the joint knife &
fork), Cruet Set (salt, pepper mustard with mustard spoon), Tea Cup &
Saucer & a Teaspoon, Teapot & Hot Water Jug Stands or underplates, ,
Sugar basin with Tong, slop basin with tea strainer Ashtray, Table Number.
Note: Any other cutlery required may be brought in as for a la carte service.
At the side board: Preserve Dish on a doily on a side plate with a Preserve
Spoon, Cold Milk/Hot Water Jug, appropriate proprietary sauces.
Menu
Tea
-----
Grills, Toasted Snacks, Fish & Meat
Dishes
--------
Hot Buttered Toast/Toasted Tea
Cakes/Crumpets
-----------
Assorted Afternoon Tea sandwiches
-----------
Buttered Scones & White Bread
Butter, Raspberry &Strawberry Jam
---------------
Salads
----------------
Cold Sweets
Gateaux & Pastries
Ice
--------------
022- F & B SERVICE - SERVICE OF FOOD -THE RULES, THE STYLES &
THE SEQUENCE
131
The Sequence of
Service
1. Preparation of the service area as mentioned in the mise-en-
place which may include taking bookings.
2. Receiving & welcoming of guests by the Restaurant Hostess.
3. Noting their requirement and ascertaining their status-
previously booked customer or a walk-in and ascertaining the
same is available.
4. Then the hostess would enquire if the guests would like to
have an aperitif at the lounge or the reception area or in the
restaurant.
5. Leading them to the service area. The reception Head Waiter
would indicate the host.
6. Greeting & seating of guests by the station waiter as per the
rule.
If the service area follows the service irrespective of gender
then, unless requested by the party, from the right side of
the host.
If the service area follows the principle of service according
to the gender, then the child followed by the older
generation, then the lady followed by the gents.
If the lady is the host then she goes the last.
7. The station waiter would open the napkins from the right side
of the host, from right side of each guest, with the host last
and places them on each guests lap.
8. Pouring of water from the right side of the host with the host
last.
9. Presentation of the Beverage List for pre-dinner drink from
the right side of the host, from the left side of each guest, with
the host last. .
10. Taking the pre-dinner drink order.
11. Procure drinks from the bar and bring it to the side board.
12. Arranging the pre-dinner drink on the salver as per the seating
of the guests.
13. Service of pre-dinner drink starting from the right side of the
host, from right side of each guest, serving the host the last.
14. While the guests are having drink, presentation of the Dinner
Menu in the same fashion as in presentation of the beverage
list.
15. Take the order for each guest up to the main course. Repeat
the order & at last and ascertain the service time for the food.
16. Presentation of the Beverage List for the wine order to go
with the food.
17. The food order is placed with the kitchen and a copy of the
order is placed with the cashier for billing
18. The wine order is placed with the bar, and a copy is paced
with the cashier for billing.
19. Inform the host about the readiness in service of food.
THE SEQUENCE
132
20. Before commencement of service correct the cover for the
first course, for each guest from the right side of the host, by
standing between the 1
st
and the 2
nd
guest and placing the
required table appointment that comes to the right side of the
1
st
guest and the required table appointments that come to the
left side of the 2
nd
guest, according to the menu finishing with
the host the last.
21. The wine waiter to pace the appropriate glasses in front of
each guest staring with the right side of the host and finishing
with the host last.
22. Presents the wine and tastes it to the host for his approval,
followed by its service.
23. Placement of plates from right hand side of the guests
maintaining the same service sequence as in taking order of
service of water.
24. Serve the 1
st
course.
25. After the 1
st
course is consumed clear the soiled crockery &
cutlery.
26. Place the table appointments on the cover for the 2
nd
course in
the same way as described in point 20.
27. If the style of wine changes, place the appropriate wine
glasses, and follow the same method as described in point
21
28. Serve the 2
nd
course.
29. In this way continue with the service till the main course.
30. Before clearance of the main course discreetly ask the host if
the service and the food had been enjoyable for him and the
rest.
31. Clear the soiled dishes, cutleries and crockery, empty wine
bottles and soiled wine glasses.
32. Remove cruet set, side plate & side knife, butter dish, and
accompaniments, leaving ashtray, center-piece/bud vase, table
number & water tumbler behind.
33. Fill up the water goblets.
34. Change ashtrays.
35. Crumb the table.
36. Offer menu to customers for selection of sweet dishes.
37. Take order and place the order with the confectionery &
bakery, and forward a copy of the order docket to the cashier
for billing...
38. Present the beverage list and take the wine order for the sweet
dish.
39. Place the dessert cutleries on the cover in the same procedure
as mentioned earlier.
40. The wine waiter will take the wine order, place appropriate
glasses, & procure wine form the bar and place the wine order
THE SEQUENCE
133
docket with the cashier for billing...
41. Serve the sweet course, followed by the wine in the same
fashion as mentioned earlier.
42. Clear the sweet course and the wine glasses.
43. Enquire if the guest needs coffee to be served & if they wish
to take coffee at the lounge or in the restaurant.
44. Present the menu card for the type of coffee to be selected.
And take the order.
45. Present the beverage list & take the order for liqueur to go
with coffee, place the order with the bar and the other copy to
cashier for billing.
46. The food waiter will lay the coffee cover and place the order
with the still room and the other copy of the order with the
cashier for billing.
47. The food waiter will serve coffee.
48. The wine waiter will procure the liqueur from the bar and
serve the guest.
49. Prepare and check the bill.
50. Offer additional coffee and liqueur if required.
51. Present the bill when requested.
52. Accept payment & tender change.
53. The station head-waiter sees off the guests.
54. Clear down the table & re-lay if necessary.
THE RULES FOR WAITING AT A TABLE
I) Before the
Arrival of
Guests
The waiters must
a) Attend the briefing session conducted by the Maitre dhotel. The
maitre dhotel normally informs here about the menu and price
changes, the specials, checks the grooming of the staff, the table
reservations and any important message that he might feel
important to communicate.
b) After the station is allotted, check all the cutlery, glasses and
other table appointments are clean, shinning and without ant
chips, cracks and scratches.
c) Check the tables and chairs are not wobbling and free of dust and
dirt.
d) Check the general housekeeping of his station and act
accordingly.
e) Check the sideboard if it is ready for service with filled water
jugs, adequate crockery and tableware, service gears, proprietary
sauces and ketchups, menu cards and beverage list and KOT pad
and other items like cruet sets filled with salt pepper and
mustard, toothpick in tooth pick stand, candles in candle stand,
etc.
THE SEQUENCE
134
f) Study the menu of the day. Ascertain the dishes that have gone
off-board.
g) Clarify the interpretation of each dish, their accompaniment(s)
that would go with it, the service gears to be used, the service
sequence and the cutlery to be laid on the cover.
h) While waiting one must always stand with the left arm folded at
right angle, with the waiters cloth hanging against it and the
right arm hanging by the side.
II) Upon the
Arrival of
Guests
a) The Head Waiter or the Restaurant Hostess must greet the guest
and seat them specially the women guests. In case of large
groups the waiters from other table must come up in helping
seating the guests.
b) The waiter must then pour water, courteously enquiring about
their preferences. The menu must be presented by placing them n
front of each guest.
III) Taking the
Order
While taking the order the waiter must
a) Not show his hurry or pester the guest for the order. On no
account the guest should be made to feel that he is being hurried
by the service staff.
b) He must make him self visible to each guest while taking the
order.
c) He must suggest dishes only when he is asked to recommend.
d) He must explain the guest about the dish and the
accompaniments when inquired.
e) Correct order must be taken for each guest. If the waiter knows
about a particular guests likes and dislikes he should give
suggestions.
f) After the order is taken it should be read out for each guest.
g) Special directions from the guest should always be noted as
Fillet Steak rare done or Plain Salad no onions;
IV) General Rules
for Service
a) The extra covers that have been previously laid on the table
should always be removed.
b) Always use platter while carrying cutlery to and from the table.
On no account any tableware should be carried by bare hands.
c) While carrying plates always carry them between serviettes.
Wipe them before laying them on the table.
d) Some guests have the habit of wiping the crockery and cutlery
that have been laid on the cover no matter how clean they are.
This should no be looked upon with contempt.
e) Always follow the house custom for placing table appointments
or serving and clearing. The following procedure may be
followed:
i) For any formal groups start with the guest of honour who
THE SEQUENCE
135
normally seats at the right side of the host and move in anti
clockwise direction with the host last.
ii) Medium sized informal groups start with the eldest woman and
move anti clockwise.
iii) Small intimate groups serve the women first and then the men
and proceed in anti clockwise direction.
d) Any cutlery that falls on the floor, while carrying, should be
returned to the wash up. If it drops in front of the guest while
laying the table first replace that particular cutlery that had fallen
from the sideboard and then one that had fallen should be picked
up.
e) The waiter should not put any cutlery or flatware on the guest
plate. The guest should always be given the privilege to do so.
f) When about to serve an order, if the guest is reading on talking
among his friends, he must be interrupted by saying excuse me
sir or madam.
g) While correcting the covers, the table appointments that should
be laid at left should be done from left hand side; those from
right should be collected from right itself. The waiter should
never cross the guest while laying any cutlery.
h) Hot dishes should be served hot and the cold ones cold.
i) Always handle glasses at base, cups at handles, knives, forks and
spoons at the extreme end of the handle and the plates by the rim.
j) Food should be served in proper sequence, with proper table
appointments.
k) All the accompanying sauces, condiments and spices should be
placed before serving the dish.
l) Never fill glasses or cups to the brim. It should be 1/3
rd
below
the rim of the glass or cup.
m) When food is served on a bowl or cup, like soup bowl or ice
cream cup, it should be served on an under plate. While serving
any chilled or frozen food they should be served on a doily
placed on an under plate.
n) A serviette on the waiters palm while serving any food from an
entre or platter before placing the serving dish.
o) Always time the service properly so that guests do not have to
wait between the dishes.
p) All food items must be served from the left and the beverages
from the right.
q) All clearance should be done from right, except the side plate
and the side knife.
r) While the guest is about to finish the main course the station
head waiter must ask discreetly about the food and the service.
s) After clearance of the main course, if there be any sweet to be
served always do crumbing and then proceed for the service.
t) After dinner coffee cups should never be cleared when the guests
THE SEQUENCE
136
are still seated or the check has been paid. The waiter must have
close notice on guests cup and ask the host if he would like the
cups to be replenished.
u) All checks must be presented in concealed manner to the host
from his left had side.
v) If the guest has used his hand while eating, finger bowl on an
under plate should be passed from the right hand side of the
guest after the dish has been cleared.
w) Any tip should be acknowledged with a polite 'thanks.' Even if
the guest does not tip, a word of thanks is a must.
x) Always follow the work study procedure. The waiter should do
the maximum work with minimum movement.
The Types of Service
There are five basic types of service.
They are:
Table Service Service to customer at laid cover. Consumption is
made on the laid cover. Clearance by the staff.
Assisted Service Combination of Table Service & Self Service.
Consumption is usually at the laid cover. Clearance by
the staff. This form of service exists in buffet.
Self - Service Self service of customers. Consumption at the premises
of take-away. Clearance by the staff. Payment made at
the cash counter before taking the dishes or it can also
be made at the cash counter after taking the dishes.
This form of service exists in cafeterias.
Singe Point Service Where the customer orders, get served, and pay at the
same point. Consumption at the premises of take-away.
Clearance by the staff. Such service is predominant in
kiosk, take-aways, vending machines, etc.
Specialised or In situ Service Service to customers at areas primarily not designed
for service. Clearance is various. Such service can be
seen in out door catering, passenger seat on airplane,
room service in hotels, etc.
.
THE SEQUENCE
137
The Types of Table
Service
Name of the
Service
Explanation
Silver Service The silver service is a table service where the
waiter serves the food to the guest with the
aid of service gear- service spoon & fork on
to an empty plate placed in front of the guest.
French service The French service is a modification of silver
service. Here the platter or entre dish is
presented to the guest with the service gears
and the guest help themselves
Both Silver & French Service are broadly identified as Platter to
Plate Service.
Pre-Plated service Here the food is pre plated on to the guests
plate in the kitchen which is served by the
waiter.
Other forms of pre-plated service are:
Russian service Here the whole food item is brought in front
of the guest on a carving trolley or in a platter
and placed at the side station for the guests to
see. Thereafter the waiter or the craver would
work, carving the food and plating it on the
guests plate before serving.
Guridon service The service of food from the Guridon
Trolley. It includes preparation of salads or
cutting of fruits and even finishing the
cooking of partly preparing dishes in front of
the guest. Sometimes the work also involves
flamb. This is after cooking the food setting
it aflame with the aid of spirit and serving the
food onto the guests pre-heated plate with
the blue flame.
Family Service Here the host plays a very important role. The
Host decides the portioning and either pre-
plates them himself on to plates that are
placed in front of them or after portioning
hands over the serving dish to the waiter and
telling him which portion is to be given to
whom.
Therefore this service can be performed as
pre plated as in the fist case or be a silver
service preformed by the waiter.
023-F & B SERVICE- THE RESTAURANT CONTROL SYSTEM
138
Control
Control may be defined as a process by means of which an
establishment attempts to direct, regulate and restrain the actions of
the employees in order to achieve the desired goals of the
establishment viz: financial success, preservation of sound
environment, etc.
Therefore, the objective of control is:
1. It controls efficiently on all the items issued from various
departments.
2. It reduces to the minimum any pilferage and wastages.
3. It provides the management with any information they require
for costing purposes so that the estimation for the forthcoming
year can be done properly.
4. It helps the cashier to make the bill properly so that the guest is
neither overcharged nor undercharged.
5. It shows a breakdown of sales and income received in order that
improvements and adjustments can be made.
The nature of control may vary between an organisation to
organisation or even between departments, but the objective remains
the same provided it
a) Is easy to follow by the job operators.
b) Is easily implemented by the control staff.
c) Accounts methodically the items issued, used, and the returns
earned.
d) Does not hinder the objective of the control.
How Control in an
Outlet Works
The initial instruments of control are:
a) KOT (Kitchen Order Ticket)
b) BOT (Beverage Order Ticket)
The above two are also often referred as Food Check & Bar Check
respectively.
The KOT covers the order for all food and still room beverages.
The BOT covers the order for all Bar Beverages.
When a guest orders, the order taker would write the order for food
& still room beverages on KOT and all bar beverages on BOT.
The ultimate instrument for control is the bill, which when settled by
the guest, guarantees that revenue has been recovered against the
food & beverages served through KOT & BOT.
139
A specialized department called Control inspects the total proceeds
and daily tallies the KOT & BOT received from the various outlets
with the bill. If any discrepancies noticed the concerned process
owner, be it the waiter or the cashier, on whose negligence the
discrepancy has occurred, is called for explanation. This department
acts in close liaison with the Accounts section.
The Features of a
Check
Whatever the design a food service outlet may adopt for a KOT or a
BOT, generally it would have the following headings:
i) The Name of the outlet.
ii) The Check Number
iii) Waiter Number
iv) Table Number
v) Date
vi) Time for order
vii) Number of Guests
viii) A three columned space showing the
a) Description of the item ordered
b) The quantity ordered
c) The rate
ix) Signature of the order taker.
Control System in a
Restaurant
The control system in a restaurant varies greatly on the type of
service and the menu it follows.
Popularly there are two systems, viz:
a) Triplicate checking system.
b) Duplicate checking system.
a) Triplicate checking system: This control system is applicable in
a restaurant having a la carte menu. The check consists of three
copies. The first copy of the KOT is send to the kitchen for
preparing the food and in case of BOT to the bar for dispensing
the beverages. The second copy goes to the cashier for making
the bill. The third copy is a flimsy copy which retained in the pad
for the waiters reference.
b) Duplicate Checking System: This system is effective in
restaurants following table dhote menus. The first copy is the
copy that goes to the kitchen and the second copy is treated as
the bill.
140
Other Control Systems
a) Waiters Billing Machine: It works on the principle of duplicate
checking system. It can be operated by the waiter by keying in a
number that had been allotted to him on the date of his
commencement of the service with the outlet and therefore, this
system, eliminates the need for a cashier. it has different set of
numerical keys from 0-9 for different operations, like one set of
keys will be for typing the table numbers, another set for the
dishes which are numerically coded and the other set for the
quantity of dishes ordered by the guest. The rate of each dish is
set on the memory and so by typing the code number of a
particular dish, the machine can recall from its memory the rate
of that dish and thus the bill would be made in duplicate. Like
the duplicate checking system, the first copy will be the order
copy for the kitchen and the second copy will act as a bill.
b) Electronic Hand held Check Pad: Each waiter is allotted a
separate machine, that resembles a palm sized calculator, and
from the machine number the issuer of the order from a
particular machine is recognized. There would be separate set of
keys for each function like noting the table number, the dish, its
quantity, etc. After the waiter notes on the machine and ensures
the order is correct he would press a button engraved SEND.
The machine is linked by a wireless network to the computers
one in the kitchen and one with the cashier. Upon pressing this
button, the order would be going simultaneously to these two
points and they would be displayed on the individual screens.
Top Copy Diagram showing Duplicate Check 2
nd
Copy
Serial No. Waiter No.
- - - - - - - - - - - - - - - - - - - - - - - -
06321 21.
06321 21.
06321.21.
0632121.
0632121.
0632121.
063 Total Amount
Table No. Date:
Serial No. Waiter No. Amount
- - - - - - - - - - - - - - - - - - - - - - - --
063 21
063 21
063 21
063 21
063 21
063 21
Total Amount
Table No. Date:
141
Diagram showing Food /Beverage Bill
Bill No. Food/ XXXX
Wine/XXXX
KOT No. Room No.
Logo & Name
of the
Organisation
Waiter No. Table No.
Name of the Outlet
Amount Quantity Description Rate
Rs. P.
Total
S. Charge
S. Tax
Grand Total
VAT No. Slogan of the Organisation
.
Cashier
E & OE
Customers Copy
NAME OF THE ORGANISATION
NAME OF THE OUTLET
KOT NO.
TABLE NO.
TIME:
WAITER NO. NO. OF COVERS
QUANTITY
DESCRIPTION
RATE
DATE: SIGNATURE
Logo
024- F & B SERVICE - BEVERGAES & ITS CLASSIFICATION
142
Introduction
The word beverage comes from the French word boire which
means to drink.
Therefore a substance to be a beverage
a Must be liquid
b Must be safe for consumption which in other word means
potable
Classification of
Beverage
The beverage on a broad base is classified into non-alcoholic and
alcoholic beverages.
The beverage that contains 0 to 0.5% ethyl alcohols by volume is
considered to be non alcoholic beverage.
Those beverages that contain more than 0.5% to 75.5% ethyl alcohol
by volume are considered as non alcoholic beverage.
A substance containing above 75.5% alcohol is said to be medicine.
Non-Alcoholic
Beverage
The non-alcoholic beverages can be classified initially as hot or cold.
Hot Beverages:
Hot beverages are tea, coffee, milk, Horlicks, Boost, etc.
Beverages such as tea and coffee contain caffeine and therefore are
stimulating.
On the other hand Milk, horlicks, boost are nourishing beverages.
Cold Beverages.
They can be grouped as under:
Stimulating Nourishing Refreshing
Mineral waters Aerated beverages
Cold milk based
beverages
Non aerated
beverages
Energy drinks
Aerated fruit juices-
mazza, appy fizz
143
Mineral waters:
They can be natural or manufactured:
The natural mineral waters are those that come from the subsoil or
mountains as streams and springs which carry minerals that are essential
for our human body. E.g. Vittel, Malvern, Aix la Bain, Aix la Chapelle,
Baden-Baden, Carlsbad, etc.
Some of the natural mineral waters they contain carbon dioxide and
therefore known as aerated mineral water. E.g. Perrier, Vichy, etc.
The most popular manufactured mineral water manufactured in India is
Himalaya.
Cold Milk based beverages :
Lassi,
Flavoured lassis
Ice cream Floats
Milk Shakes
Energy drinks:
Red Bull
Power Horse
Glucon-D
Aerated beverages:
Pepsi
Coca Cola,
Tonic water
Ginger ale
Soda water
Non-Aerated beverages:
They can come under various
groups:
Fruit Juices: The liquid is obtained
after the fruit is crushed and then
strained to separate the pulps -
mango, pineapple, etc. which can be
either fresh or canned.
Syrups: These are concentrated fruit
flavoured liquids. - Like rose syrup,
strawberry syrup, etc.
Squash: These are made by
extracting juices from fresh fruits
and then sweetened by adding sugar
to it. E.g. - orange squash, lemon
squash.
Pulp: Unfiltered fruit juice
containing the pulp of the fruits in
suspension. E.g.- ampanha,
belpanha, etc.
These beverages
are charged with
carbon dioxide
gas
144
Alcoholic Beverages
Any beverages containing 0.5% to 75.5% of ethyl alcohol by volume is
considered as Alcoholic Beverage.
Classification of
Alcoholic Beverage
Alcoholic beverage can be classified as under :
Fermented
Distilled
Compounded
Fermented Beverage:
Fermentation is chemical reaction brought about by the yeasts when they
act as a catalyst to change the sugar contained in a liquid substance into
alcohol and thereby gives of carbon dioxide and heat energy.
This when represented by a chemical equation it is:
C6H12O6 2C2CH5OH+2CO2+HEAT ENERGY
Therefore sugar is the most important constituent required during
fermentation.
The fermented beverages are of two types
Wines
Beers
Wines are alcoholic beverages produced fermented juice of grapes. The
process of fermentation is carried out by the local customs and traditions.
Apart from grapes wines can also be produced from other fruits apple,
cherry, pear, etc., but then the name of the fruit will be prefixed before the
word wine like cherry-wine, apple wine, etc.
Types of wines :
They can be distinguished
i) by colour
ii) by taste
iii) by its origin
iv) by its properties
v) by its year of production
vi) other types
Sugar
Alcohol Carbon
dioxide
145
A Distinguishing wine by Colour : - Red, White & Rose
Red Wine:- They can be obtained
a) From juice of black grapes
b) Allowing the skins of the black grapes to remain in the juice so that the
pigments give off their colour.
c) Mixing white and red wines in definite proportions
Examples:
Chteau La Tour, Chteau Haute Brion, Chteau Neuf du Pap, Graves, Chianti.
Alcohol Content:
9% - 15%
White Wine:- They can be obtained
a) From juice of white grapes
b) Removing the skins of the black grapes from the juice immediately after the
juice is made so that the pigments cannot give off their colour.
Examples:
Chablis, Mcon Blanc, Pouilly Fuisse, Le Montrachet.
Alcohol Content:
9% - 15%
Rose Wine:- They can be obtained
a) By pressing black grapes so that some colour is extracted.
b) By mixing red and white wine together in definite proportions
c) From the black grapes fermented on the skins for 48 hours.
Examples:
Tavel Ros, Cabernet dAnjou, Oeil de Pedrix (partridges eye) from Switzerland,
Bordeaux Rose, Pinot Noire Alsace.
Alcohol Content:
9% - 15%
B Distinguishing Wine by Taste:
They can come under two heads- dry or sweet. This results from unutilized sugar in the wine.
There are varying degrees of dry to sweetness. They are:
Bone dry, Extra Dry, Dry, Medium Dry, Medium Sweet, Sweet.
146
C Distinguishing Wine by its Origin:
They can be either
a Varietal wines: Which means they are named according to the grapes from which they
are made.
E.g. : Chardonnay, Riesling, Shiraz, Sauvignon Blanc, Pinot Noire
b Generic Wines: They are named according to the region where they are made
according to the local customs and traditions.
E.g. Moselle, Hock, Chablis, Chteau Laffitte.
Distinguishing wine by its Properties: - Still, Sparkling, Fortified, & Aromatised.
They are as under:
a Still Wines: These wines do not sparkle and therefore are called still. They are
consumed during meals and hence they are also called Table Wines. They can be red,
white or rose in colour.
b Sparkling Wines: these wines are having carbon dioxide for which they sparkle and set
of bubbles when poured in the glass. The introduction of carbon dioxide can be brought
about by secondary fermentation by addition of further yeast and sugar solution. The
method of making such fermentation may vary; the most prized wines are obtained by
secondary fermentation that takes place in the bottle and the method is called Method
Champ noise.
However there are some cheaper varieties of sparkling wines where the carbon-dioxide
gas is injected into the still wine bottle which lets the wine to sparkle. The gas diffuses
as soon as they are poured into the bottle.
Alcoholic Content: 14% by volume.
Examples: Moet Chandon, Ayla, Bollinger, etc.
c Fortified Wines: These wines have their alcoholic content increased by addition of
spirit, preferably brandy. The addition of brandy
1) Increases the level of alcohol
2) Increases the shelf life of the wine
3) Controls its sweetness or dryness of the wine. The wine remains sweet when the
brandy is added during fermentation. The wine is dry when the brandy is added after
fermentation.
147
Examples:
Some very good examples are:
Sherry (Spain) comes in different styles fino (dry) is usually served as an
aperitif before meals and often forms an unique accompaniment with shell fish
soups, other styles are amontillado (medium sweet) and oloroso (sweet).
Port (Portugal) -usually taken after meal as a digestive.
Various styles of port are crusted port, ruby, tawny, vintage port, etc.
Marsala (Sicily) a dark sweet wine usually taken as dessert wine.
Madeira (Portugal) is made from Malmsey, Bual, Cercial, and Verdleho grapes.
Most are sweet grapes and the raisins have a strong bouquet. Unlike other fortified
wine these wines are fortified with a spirit obtained from sugar cane.
Alcoholic Content: 15% - 21% by volume.
Service Temperature: Generally served at room temperature with exception of Fino
Sherry which should be served chilled.
d Aromatised Wines: These are fortified wines which are flavoured and coloured. They
are usually pre-dinner drink wines. Flavourings can be made of herbs, roots, botanicals,
flowers, bark of tree or quinine.
Examples: Dubonnet, Vermouths (Cinzanno, Martini, Martini Rose, etc), Lillet,
Byrrh, St. Raphel, Cap Corse, and Bitters.
Other Wines:
a Organic Wines: These wines are produced, from the time the grapes were harvested
with no chemicals being used. They are also known as Environment Friendly Wines.
b Fruitti Wines: these wines are made from fermentation of fruit juice other than grapes.
But in this case the name of the fruit will be prefixed before the wine. Like pear wine
(Perry) or apple wine (cider), etc.
c Dessert Wines: These wines are rich and sweet. They are still/table wines that are
designed to be served to be consumed in the sweet course. Sauternes is a famous dessert
wine from France and Sptless and Aussels are German types of dessert wines.
d Non Alcoholic Wines: These are prepared from fruit juice base and can be still or
aerated with no alcoholic content.
148
Beer is an alcoholic beverage made from fermentation of cereals - barley,
wheat oat, maize and rice, etc. and the process is called brew.
Alcoholic Content: 4-12 % by volume. (This differs from brand to brand).
May be classified by the process of brew:
1. Lager: In this process the fermentation takes place at the bottom of the
vat.
The lager style brewed beers are Pilsner & Dark Pilsner
2. Ale: here the fermentation takes place at the top
The ale style brewed beers are Porter & Stout.
It may also be classified how they are packed for marketing
1. Bottled & canned beers: After the bottles or cans are filled with the
beer, it is sterilized, the carbon dioxide gas is injected and the bottle is
sealed.
2. Draught beers: The beer is dispensed from barrels which are connected
with pipes with the aid of pump to the point of sale. The carbon dioxide
gas is also dispensed from a separate gas cylinder or they may be mixed
with the beer before the beer is dispensed.
Brands:
Indian: Brand Names Foreign
Beer
1) Guru
2) Asia 72
3) Black Label (Kalyani)
4) Sun Lager
5) London Pilsner
6) Haywards - Scoll,
2000, 5000
7) Golden Eagle
8) Thunder Bolt
9) Vazir
10) Kingfisher
11) Rosy Pelican
Brand Name Country
1) Beck America
2) Shanturi Japan
3) Asahai Japan
4) Kari Japan
5) Takara Japan
6) Sappora Japan
7) Al Shops Denmark
8) Amstel Holland
9) Tuborg Holland
10) Heineken Holland
11) Orange Boon Holland
12) Tenents England
13) Ramer Germany
149
Spirits
The spirits are alcoholic beverages that are produced by distillation of
fermented beverages. They are
Whisky : produced from distillation of fermented barley, wheat or maize
Brandy: produced from fermented juice of grapes.
Rum : produced from fermented juice of sugar cane.
Gins : produced from fermented grains and flavoured with juniper berries.
Vodka : produced from fermented grains.
Tequila: produced from the undergrowth of Mescal Cactus. Mexican Origin.
Fenny : produced from fermented cashew and coconut. Indian, Goa.
Quality Ones are:
Whisky: Scotch, Irish, American and Canadian. The Irish & American ones are
spelled as WHISKEY.
Brandy: Cognac & Armagnac.
Rum: Cuban & Jamaican,
Gin: Dutch and English
Vodka: Polish, Russian
Brand Names:
Whisky:
Scotch: Johnnie Walker Blue Label, Highland Queen, 100 Pipers, Teachers,
VAT69, Old Smuggler.
Irish: Julliamore Dew, Old Bushmills, Bushmills Malt, Powers Gold Label,
Middleton Rare.
American: Jack Daniels, Old Overholt, Wild Turkey, Imperial, Calvert Extra .
Canadian: Black Velvet, Canadian Club, Crown Royal, Crown Royal, Golden
Wedding, Royal Reserve
Indian Brands: Royal Challenge, Peter Scot, McDowells, Mc Dowells
Premium, Blenders Pride, Antiquity, Signature
Brandy:
Cognac: Hennessey, Courvoisier, Martell, Otard, Rmy Martin, Hine, Monnet,
Bisquit Dubanche, Bisquit, Camus.
150
Armagnac:
Delord, Janneau, Semp, Castignon, Claverie, Christian Brothers, Hiram
Walker, Marquis de Montesquieu.
Brandies of other countries :
Brand name Country Brand name Country
Asbach Uralt Germany Vechha Romagna Italy
Christian Brothers USA Stock Italy
Korbel USA Oude Meester S. Africa
Paul Masson USA Cambas Greece
Fundador Spain Metaxa Greece
Lepanto Spain Anglias Cyprus
Conte de Osborne Spain Five Kings Cyprus
Bobadilla 103 Spain Peristiani VO31 Cyprus
Indian Brands :
Doctors Brandy, Honey Bee, Golconda, Bee Hive, Gold Cup
Rum:
Foreign Brands: Ron Bacardi, Ron Rico (Puerto Rico), Lemon Hart,
Bacardi White, Captain Morgan.
Indian:
Old Monk, Sea Pirates, Captain Henry, Tropicana, Contessa.
Gin:
Foreign Brands:
Old Town, Gordons, Ballantine London, Beefeater, Seagrams, Gilbeys.
Indian:
Blue riband, Dunhill, High Society, Aristocrat.
Vodka:
Foreign Brands:
Smirnoff, Count Pushkin, Volga, Stolichnya
Indian:
Shark Tooth, Fuel, White Mischief, Romanov, Red Czar,
Compounded Beverage
The compounded beverage consists of:
Liqueurs
Bitters
151
Liqueurs:
Liqueurs are flavoured spirits that are sweetened and often coloured. They
are also known as digestives, and being spirit based they are called grain
based alcoholic beverage. They are usually taken after meals with coffee.
Examples of some liqueurs are as follows:
Liqueur Colour Origin Base Flavour
Abricotine Red France Brandy Apricot
Advocaat Yellow Holland Brandy Egg
Bndictine Yellow France Brandy Herbs
Calvados Amber France Brandy Apple
Cherry
Brandy
Deep red Denmark Brandy Cherry
Cointreau Clear France Brandy Orange
Drambuie Golden Scotland Scotch
Whisky
Honey
Grand
Mariner
Reddish
Yellow
France Cognac Orange
Irish Mist Golden Ireland Irsih
Whiskey
Orange
Kirsch Colourless Germany Cherry
brandy
Cherry
Kummel Colourless Germany/
Holland
Grain
spirit-
type of
Vodka
Caraway &
cumin seed
Southern
Comfort
Golden USA Whiskey Orange
Tia Maria Brown Jamaica Rum Coffee
Van der Hum Pale golden South
Africa
Brandy Citrus peels
Bitters:
These are aromatized wines of many varieties:
The most popular ones are:
Campari: It is a pink Italian aperitif. It is bitter sweet in taste and has a
slight flavour of orange peel and quinine.
Angostura: This is named after a town in Venezuela. But now it is mainly
produced in Trinidad. It is brownish red in colour and is used mainly as
flavouring agents with gin or in various cocktails.
152
Mixed drinks
Cocktails: They are a mixture of beverages in which at least one of them
is an alcoholic beverage.
Cocktails are made in following ways:
Shaken & Strained: These are mixed in a cocktail shaker and then
strained.
e.g.- Southern Peach, Rob Roy
Stirred and Strained: They are mixed by stirring and then filtered.
e.g.- Manhattan, Whisky Sour.
Build up Cocktails: They consist of mixture of beverages of varying
densities, The heaviest one lies at the bottom and the lightest beverage
comes at the top. .
e.g.- Sherry Flip, Apple Sour, Irish Coffee.
Blended: Cocktails can also be made by passing the mixture through a
blender. This is an alternative method to cocktails mixed on cocktail
shaker.
e.g.- Perfect Lady, Orange Blossom
Some Popular Cocktails are given below:
Whisky
Rob Roy : Scotch + Sweet Vermouth + Angostura Bitters
Manhattan: Whisky + Vermouth
Whisky Sour: Whisky + Powdered Sugar+ Lime Juice
Los Angeles: Whisky+ Sweet Vermouth +Lime Juice +Egg White
Brandy
Alexandra : Brandy + Cream de Cacao + Sweet Cream
Side Car: Brandy + Cointreau + Lime Juice
Brandy Collins: Brandy+ Powdered Sugar+ Lime Juice + Soda
Rolls Royce: Brandy + Cointreau + Egg White
Rum
Daiquiri : Rum+ Powdered Sugar+ Lime Juice
Bacardi: Rum + Grenadine+ Lime Juice
Cuba Libre: Rum + Lime Juice + Cola
Rum Collins: Rum + Powdered Sugar+ Lime Juice + Soda
Vodka
Bloody Mary : Vodka + Tomato Juice + Lime Juice + Worcestershire
sauce + Tabasco Sauce.
Screw Driver: Vodka + Orange Juice
Vodka Gibson: Vodka + Dry Vermouth
Vodka Gimlet : Vodka + Lime Juice Cordial
153
Gin
Gimlet : Gin + Lime Juice Cordial
White Lady: Gin + Cointreau + Lime Juice
Pink Lady: Gin + Grenadine + Egg White
Martini: Gin + Vermouth
Tequila
Margarita: Tequila + Fresh Lime Juice + Fresh Lime Juice
Mocktails
Virgin Mary: Tomato Juice + Lemon Juice +Worcestershire Sauce
+Celery Salt
Cinderella : Lemon juice + Orange juice + Pineapple juice
Florida Cocktail Grapefruit Juice + Orange Juice +Lemon Juice
+Gomme Syrup +Soda Water + Salt + Mint Leaf- for
decoration
Iced Mint Tea Fresh Mint +Boiling Water + Cold Water +
Granulated Sugar
024A -VARIOUS COFFEE PREPARATIONS
154
COVER NAMES OF THE
CLASSICAL
COFFEE
PREPARATION
ACCOMPANIMENTS
&
GARNISHES
ON THE TABLE
AT THE SIDE
STATION REMARKS & METHOD OF PREPARATION
Percolator
Coffee
Brown or white sugar,
hot or cold milk,
cream.
Demitasse, sugar
basin
Jugs of cold &
hot milk and
cream to be
placed after
the guest is
seated.
Percolator
machine
A required quantity of coffee is placed in the percolator, which is then filled with
freshly drawn water. The water is heated electrically or by fuel lamps, which
eventually starts to boil and rises through a tube and percolates the coffee grounds,
extracting the full flavour, colour and strength. The heat is subsequently reduced, the
infusion stops, and the liquid with the ground coffee, infused, falls back into the
percolator and the coffee is ready to be served. This coffee is also called Long
Black, if it is served without milk or cream in a tea cup.
Cona Coffee Brown or white sugar,
hot or cold milk,
cream
Demitasse, sugar
basin
Jugs of cold &
hot milk and
cream to be
placed after
the guest is
seated. Cona
Coffee
machine
It consists of two chambers - the lower and the upper. The upper chamber consists of
a filter fitted to a container in which the required amount of ground coffee is
provided. The lower chamber is filled with freshly drawn water, which is heated by
spirit lamps or electrically. To speed up the process fresh, warm, but not boiling
water may be added instead of the cold water. Upon reaching the boiling point the
water rises through the tube into the upper bowl mixing with the ground coffee. At
this point the mixture may be stirred to ensure that the entire quantity of coffee that
was placed in the container infuses well with the water. This is because the ground
coffee on the top prevents the water fro percolating in through it forming a cap on
the top. The stirring is done gently so that the filter is not disturbed or else the grains
may pass into the bottom chamber. The heat is then reduced and the coffee liquid as
it now is flows into the lower bowl, leaving the ground coffee on the top chamber.
The upper bowl is removed and then filtered and washed for re-use.
The coffee is served at approx. 82 deg. centigrade
If served
black
Brown sugar Small glass cups
E
s
p
r
e
s
s
o

C
o
f
f
e
e
If served
with
milk/cream
After the froth is
made by steam, it is
topped with cream &
then garnished with
grated chocolate.
Small coffee
cups.
This method is Italian in origin. Very fast method of dispensing coffee through this
machine to individual cups. Around 300/400 cups can be made in an hour. Each cup
is freshly made for the customer. The coffee used must be finely ground.
Steam is passed through the finely ground coffee and infusing under pressure.
Served black is espresso.
Served with milk it is cappuccino. Milk is heated for individual cups by high-
pressure steam injector. The coffee is garnished with chocolate and mint.
Kg. Coffee yields 80 cups coffee of good strength.
For care of the equipment follow the manual provided.
155
VARIOUS FORMS OF ESPRESSO COFFEE
NAME SERVED SERVED IN STRENGTH DESCRIPTION
Lungo Without milk or cream Tea cup Freshly percolated Made in an espresso machine.
Short Black Without milk or cream Demi tasse or small coffee cup Normal Made in an espresso machine
Risretto (meaning restricted) Without milk or cream Demi tasse or small coffee cup Double strength Made in an espresso machine
Flat White With heated milk but not
frothed.
Tea cup The proportion of milk to
coffee is 2/3 espresso and 1/3
milk)
Made in an espresso machine
Espresso Without milk or cream Demi tasse or small coffee cup Strong black coffee Literally means pressed out
coffee. Made in an espresso
machine. It must have a creamy
golden froth.
Cappuccino With frothed milk Served in tea cups. Strong It is named after the head cover
worn by Italian monks. It is
milky with creamy frothed
crest. Garnished with grated
chocolate or powdered cocoa.
Caf Latte Higher proportion of milk than
cappuccino but the milk is not
frothed.
Usually served in a Glass As strong as cappuccino Made in an espresso machine
Machiatto A dash of cold milk, barely
enough to change its colour.
Long or short glass. Extra strong Machiatto means to stain. Made
in an espresso machine
156
COVER NAME OF THE CLASSICAL
COFFEE PREPARATION ACCOMPANIMENTS
&
GARNISHES
ON THE TABLE
AT THE SIDE
STATION REMARKS & METHOD OF PREPARATION
Filter Coffee Brown or white sugar,
hot or cold milk,
cream
Demitasse, sugar
basin
Jugs of cold &
hot milk and
cream to be
placed after
the guest is
seated. Cona
Coffee
machine
This method is widely used in France. By this method coffee is
made individually by cup or in bulk for a party. The entire
equipment must be hot or else the resultant coffee may be cold. It
serves as a good method of advertising by placing it on a bar top
and the service is done along with hot or cold snacks. Apart form
serving as an eye appeal for the customer, it also gives a feeling of
personalizes service as the coffee has been made exclusively for
her or him. It takes around 3-4 minutes times for making a cup of
coffee in this method.
Fresh boiled water is poured into a container up to its required
level. The container is fitted with a very finely meshed bottom
containing the required amount of ground coffee, which stands on
a cup. The boiling water causes the seal & the infusion takes place
in the container and the coffee liquid trickles into the cup. A lid
should be placed over the water in the filter to help to retain the
temperature.
Still Set Coffee Brown or white sugar,
hot or cold milk,
cream
Demitasse/ Tea
Cup& tea
spoon/coffee
spoon -as per
occasion, sugar
basin with tong
or tea spoon as
per the sugar,
Stand for Coffee
Pot.
Coffee Pot,
Jugs of cold &
hot milk and
cream to be
placed after
the guest is
seated.
The most widely used system in all catering establishment and in
all Stillrooms. It normally consist of a small central container into
which correct size filer paper is placed with ground coffee on top,
and urn of varying capacities according to requirements from 4
to 18 litres. Boiling water is passed through the grounds and the
coffee passes into urns at the side. For a 4 litre capacity urn the
infusion is complete in 6-8 minutes. The temperature should be
constantly maintained at 65.5 deg. Centigrade. Too high a
temperature/ boiled or heated too soon will destroy the flavour and
taste of the coffee and discolour the milk, upon coming in contact
with the coffee. The coffee and milk should be held at correct
temperature ready for service.
The urns should be cleaned and serviced regularly, rinsed before
& after each brew, until the water runs clear. It must be ensured
that the urns are clear of the thin layer of cold coffee that clings to
the side of its body, lest it will spoil the flavour and aroma of the
next brew.
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SPECIALTY COFFEE
COVER NAME OF THE SPECIALTY
COFFEE PREPARATION
ACCOMPANIMENTS
&
GARNISHES ON THE TABLE
AT THE SIDE
STATION
REMARKS & METHOD OF PREPARATION
Normal Coffee Infuse required ground coffee in hot water. Strain and serve
as per the taste. Serve at 80 deg. Centigrade.
Instant Coffee
Hot/Cold milk or
Cream, Brown or
white sugar
Demitasse/ Tea
Cup& tea
spoon/coffee
spoon -as per
occasion, sugar
basin with tong or
tea spoon as per
the sugar, Stand
for Coffee Pot.
Coffee Pot, Jugs of
cold & hot milk and
cream to be placed
after the guest is
seated
Add required amount of coffee in the pot and pour water.
Serve at 80 deg. Centigrade.
South Indian Coffee Sugar basin with
brown or cube
sugar with sugar
tong or tea spoon
as required.
Heat milk and water separately. Bring to boil and then
lower the heat to allow it to simmer gently. Remove from
heat and add finely ground coffee into the water and filter.
Add hot milk and serve in a small stainless steel glass
placed on a small stainless steel bowl.
Iced Coffee Cold milk or Cream Straw stand, Ice Pail, cream in
cream jug
Make a strong black coffee in normal way. Strain and chill
well till required. Serve, mixed with cold milk or cream in a
tall glass, with ice-cubes added and straws. The glass is
placed on a doily on an underplate with a teaspoon.
Egyptian or Turkish
Coffee
Small brightly
coloured coffee cups
(demi-tasse)
This is made from darkly roasted Mocha Coffee beans. The
coffee is made in special coffee pots which are heated on
top of stove or lamp and the water is allowed to boil. The
sugar should be put in it at this stage to sweeten the coffee
as it is never stirred once poured out. The finely ground
coffee may be stirred in or water may be poured over the
grounds. The quantity of coffee used is approx. 1 heap
teaspoon per cup. Once the coffee has been stirred in the pot
is taken out off the heat, cooled that causes the grounds to
settle. It is once gain brought to boil and then taken off for
the grounds to settle. This method is repeated once more.
After doing this operation thus for three number of times,
cold water is sprinkled to allow the remaining grounds to
settle.
The coffee is then served in small brightly coloured copper
cups.
While making coffee, it is optional though, to further
flavour it with vanilla pods.
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SPECIALTY COFFEE
COVER NAME OF THE
SPECIALTY COFFEE
PREPARATIONS
ACCOMPANIMENTS
&
GARNISHES ON THE TABLE
AT THE SIDE
STATION
REMARKS & METHOD OF PREPARATION
Vienna Coffee Thickened Cream,
Brown or white sugar
Demitasse/ Tea
Cup& tea
spoon/coffee spoon
-as per occasion,
sugar basin with
tong or tea spoon
as per the sugar,
Stand for Coffee
Pot.
Jug of thickened cream
on an under liner
The jug of cream with the coffee pot should be should be
placed on the table after the guest is seated. From the right
hand side of the guest the coffee to be pored into the cup. Sugar
is to be added as per the taste of the guest. Then a spoon of rich
thickened cream is floated on the top.
Coffee Pona Served Plain Demitasse, coffee
spoon
Filter Machine Filtered finely
Hawaiian Coffee Pineapple Juice &
Cream
Demitasse, coffee
spoon
Jug of thickened cream
and pineapple juice on
an under liner
Served cold. Black coffee, with pineapple juice and cream
Irish Coffee This beverage is often prepared by the waiter
in front of the guest.
The mise-en-place will consist of
1) Silver salver
2) Serviette
3) 18.93 cl. Paris goblet on an
underplate.
4) Teaspoon
5) Jug of double cream
6) 6 out measure
7) Coffee pot
8) Sugar basin or coffee sugar with tea
spoon.
9) Bottle of Irish Whiskey.
Make a strong black coffee and ensure it is kept hot. Heat a
18.93 cl. Paris goblet, and place in it the coffee sugar required
by the guest. Placing a teaspoon in the goblet to conduct the
heat and avoid cracking the goblet, pour in the strong black
coffee. Stir well to dissolve the sugar. Now add a measure of
Irish Whiskey. The liquid should now be within 2 cm. of the
top of the goblet. Pour double cream over the back of the
teaspoon on to the surface of the coffee. Until approx. 1.9 cm
thick. Do not stir: the best flavour is obtained by drinking the
coffee and whiskey through the cream. Serve in the goblet,
placed on a doily on and underplate, in front of the guest.
Note:-
1) A certain amount of sugar is necessary for it aids in floating
the double cream on the surface of the hot coffee.
2) If instead of whiskey, brandy is used in the coffee it is
known as Caf Royale
159
Irish Coffee is a classical example of Liqueur Coffee. In this way various liqueur coffees can be prepared that are listed below. Here this
should not be confused with Coffee Liqueur. Liqueur Coffees are those coffees in which spirit/alcoholic beverage can be added to coffee to
make a coffee as a hot beverage itself, whereas Coffee Liqueur is liqueurs having coffee flavours.
Some classical liqueur coffee spirit/alcoholic base is given below.
VARIOUS FORMS OF LIQUEUR COFFEE
SL.NO. LIQUEUR COFFEE LIQUEUR/SPIRIT
1 Irish Coffee Irish Whisky
2 Caf Royale (Napoleon
Coffee)
Cognac
3 Caribbean Coffee Rum
4 Balkan Coffee Vodka
5 Calypso Coffee Tia Maria
6 Monks Coffee Benedictine
7 Roman Coffee Galliano
8 Yorkshire Coffee Bronte Liqueur
9 After dinner Coffee Tequila & Kalhua
10 Kentucky Coffee Southern Comfort
11 Bonne Prince Charles Coffee Drambuie
025- F & B SERVICE -SERVICE OF BEVERGAES
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160
Service of Non
Alcoholic Beverages:
Tea:
Tea during breakfast is served in breakfast cups
During other times of the day in tea cups.
Coffee:
Coffee if served during breakfast it is served in breakfast cups.
Coffee during other times of the day is served in tae cups.
Coffee after dinner is served in demi-tasse.
Nourishing Hot Beverages
Served in a tall water tumbler
Aerated Waters
Aerated water can be served on their own, chilled and in either
tumbler, Paris Goblets, highball glass or a 34.6 cl. Short stemmed
beer glass.
They also can be used as mixers with other drinks such as Gin with
Tonic or Brandy and Ginger Ale, or Rum and Cola
Mineral Waters
They are usually drunk of their own for medicinal purposes.
However some of these waters may also be mixed with alcoholic
beverages to form an appetizing drink.
Crush
Served chilled in Collins Glass on a doily on and under plate with a
stirrer or tea spoon, castor sugar with tea spoon on an under plate
(specially for citrus crushes) separately, Extra ice on an ice pail
may be served on a under plate with a ice tong.
Squash
Squashes can be either served on its own with chilled water or soda,
mixed with spirits like vodka and orange squash, or made a
cocktail, mocktail, or used as base of fruit cups.
A measure of squash is poured into a tumbler, or short stemmed
beer glass placed on a coaster with ice and topped up with iced
water or soda. The edge is decorated with a slice of fruit where
applicable. Straws in straw stand, ice in ice tumbler with ice tong.
Juice
Juice is up with iced water or soda. The edge is decorated with a
slice of fruit where applicable. Straws in straw stand, ice in ice
tumbler with ice tong. Castor sugar in sugar basin on an under plate
with a teaspoon is served separately.
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161
Syrup
Served as flavouring agents in fruit cups, cocktails, milk shakes or
mixed with soda water as a long drink
Pulp
Served with iced water or soda in a tumbler or goblet placed on a
doily upon an under plate with a stirrer or teaspoon. The edge is
decorated with a slice of fruit where applicable. Straws in straw
stand, ice in ice tumbler with ice tong. Castor sugar in sugar basin
on an under plate with a teaspoon is served separately.
Service of Non
Alcoholic Beverage
Wines:
Except Fortified and Aromatized Wines, wines are sold in bottles of
varying sizes.
Service Temperatures:
Red Wine: 19 Celsius (65F )(Room Temperature)
White Wine: 11 Celsius (52F)
Rose Wine: 13 - 16 Celsius
Sparkling Wines : 8 Celsius, (45F)
Fortified Wines: Generally served at room temperature with
exception of Fino Sherry which should be served chilled.
Aromatised Wines: These wines are generally served at room
temperature. But when served as aperitif wine they should be
served chilled.
General Rules:
a Red wine goes with red meat
b White wine goes with white meat
c Rose wines goes with red meat.
d Champagne can be drunk throughout the course of the meal.
e Champagne is a must-drink during any festivals, merry
making, celebrations etc.
f Fortified wines can be either aperitif wines, or after dinner
wines. Sweet Fortified wines can be served as dessert wines.
g Aromatised wines are normally aperitif wines.
Other Rules to be observed:
a Before the service, the wine bottle should always be presented
to the host with the label facing towards him to get his service.
b Red wine is served in Red Wine Glass,
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162
c White Wine is served in White Wine Glass
d Champagne is served in Champagne Saucer or Champagne.
Tulip, or Champagne Flute
e For red and white wines a quantity of 30 ml. should be pored in
the hosts wines glass for his approval.
f For old red wines, it is customary to keep a decanted handy to
separate the crust from the wines.
g Champagne and white wines must be presented chilled by
placing in a wine bucket three-fourths filled with crushed ice
and one fourth with water. The water helps the wine bottle to
sink into the ice.
h Champagne is usually not sampled before the host.
i It is customary to leave the cork of the red wine bottle on a
quarter plates to show the name of the vineyard or the year of
bottling.
j The wine waiter should refill the glasses when the host and his
guests finish the drink.
k When the bottle is about to finish, the host must be informed
discreetly about it so a new bottle can be replenished.
l Always change glasses with the change of style in wine
Spirits: ( Whisky, Brandy, Rum, Gin, Vodka, Tequila)
All spirits sold from off-shops in bottles of 750 ml, 325 ml. (pint)
150ml. (nip).
Spirits sold in on-shops in measures- large- 60ml. and small- 30ml.
Whisky:
Whisky is served in thick bottomed whisky glass which is also called
On the Rocks glass or Old fashioned Glass.
Whisky can be served
a) Neat when nothing is added to a measure of spirit.
b) On the rocks ( when 3-4 cubes of ice added to a large or small
peg of neat whisky)
c) With ice and chilled water this gives the actual taste and aroma.
d) With soda and ice
e) With mineral water this mellows down its cutting effect.
f) With tonic water.
g) Whisky is also served with ginger wine. When Scotch is served
with ginger wine it is known as Whisky Mac and when with Irish
whiskey it is called Whiskey Mic
h) As a base for cocktails- e.g. Manhattan, Rob Roy, Whisky Sour,
Los Angels, Bobby Burns, etc.
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163
Brandy
Brandy should be served at room temperature, without ice, in thin
glass that can be easily warmed in the hand to enhance the bouquet
and flavour. The glass heaters that are used by some establishments
for warming the glasses are merely a gimmick and have no use.
Brandy balloons are the best glasses to use as they curve narrowly at
the top to arrest the aroma from escaping out of the glass and their
design enables one to sniff the aroma by their nostrils when the glass
is raised to the mouth. Over large balloons are wasteful and
pretentious. They not only hinder the concentration of the aroma but
also make the measure appear stingy.
Brandy can also be served with mixers such as ginger ale, soda, or 7-
Up, but some schools proclaim such mixers are only used with
cheaper varieties to hoodwink its quality.
Brandy also forms as a base of some cocktails, e.g. - Brandy
Alexander, Brandy Sour, Rolls Royce, Brandy Collins, Between the
Sheets, etc.
Rum:
Rum is served in plain tumblers, Collins glass, etc.
In rum producing countries Rum is drunk straight.
They can be also mixed with cola, soda, water, etc.
In USA it is chiefly used as cocktails, such as Daiquiri, Planters
Punch, etc.
Rum is extensively used in cooking, specially sauces for desserts, and
candies.
Rum is also used for flavouring tobacco.
Gin
Served in Collins glass.
It may be drunk straight, or mixed with lime cordial, or gin-lime,
when a slice of lime is put at the bottoms of the glass
It may be used in cocktails as Gimlet, Pink lady, Dry Martini, etc.
Vodka
Vodka is a flavourless, colourless spirit. Vodka when served neat it
should be chilled served in a chilled frosted toto glass. It was earlier
customary to smash the glass after drinking, but this custom is
abandoned for cost control purposes. Neat vodka is preferred with
Caviar, a classical hors doeuvre.
Vodka can be also mixed with water, iced water, soda and ice, tonic
water, and served in large narrow tumblers.
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164
Tequila
The art of drinking tequila is ceremonious. It is taken neat and
straight in one gulp, from a toto glass, with lime wedge and salt.
It can also be used in cocktails- e.g. Margarita.
Liqueurs:
Liqueurs are served after dinner. They are served in liqueur glass and
are sold per glass. A liqueur trolley in a restaurant, which can be
wheeled up to the guests table, is a good form of advertisement for
selling liqueurs. It is customary to change glasses whenever fresh
liqueurs are being served.
Beer:
Beer can be served any time of the day, any day of the season of the
year, with almost any food. To mark any occasion or regret the
absence of any.
Service Temperature:
Lager: 7 Celsius
Ale: 10 Celsius.
Beer should be served with a gentle collar of froth round the rim of a
glass.
For Bottled Beer: Served in Beer Glass, Goblet, and mug schooner.
For Draught Beer: Served in Beer Tankard (made us of Pewter)
026A HOUSE KEEPING - THE ORGANISATION CHART
177
TYPIST
ASSISTANT HOUSEKEEPER HOUSEKEEPING STORE KEEPER
DESK CONTROL
SUPERVISOR
PUBLIC AREA
SUPERVISOR
LAUNDRY
MANAGER
FLOOR SUPERVISOR LINEN/ UNIFORM ROOM
SUPERVISOR
EXECUTIVE HOUSEKEEPER
HORTICULTURIST
TAILOR UPHOLSTERER ATTENDANTS ATTENDANTS
LAUNDRY CLERK
NIGHT SUPERVISOR
ROOM ATTENDANT HEAD
HOUSEMAN
CLOAK ROOM
ATTENDANTS
HOUSEMEN/
HOUSE PORTER
HOUSEMEN
HEAD GARDENER
GARDENER
FLORIST
SMALL HOTEL
ASSISTANT HOUSEKEEPER
HEAD ROOM ATTENDANT SR. ATTENDANT- LINEN ROOM
HEAD HOUSEKEEPER
HEAD HOUSEMAN-PUBLIC AREA
ROOM ATTENDANTS
HOUSE MEN HOUSE MEN HOUSE MEN
Organisation Chart of a Small Hotel
Organisation Chart of a Large Organisation
026-HOUSEKEEPING- ORGANISTAION & OPERATION
The ABC Of Hospitalityhe lazy dog and killed
165
The Objectives of
Housekeeping
The objective of this department is to provide clean, safe, hygienic
environment and maintain the aesthetic standard of the hotel.
The Sections under
Housekeeping
The various sections with which the Housekeeping department is made up
of and their respective functions are as below :
Depending on the size of the hotels these sections may vary, or some of
these sections may combine together under one section. In a moderately
sized hotel the sections are:
Section Function
Housekeeping
Control desk
This is the housekeeping control hub from where the entire housekeeping
operation is controlled. It is from here all the information are sent and
received to all the concerning departments and the concerned sections are
informed and directed accordingly. It is manned by the housekeeping
supervisor. All guest calls concerning complaints about the accommodation
facilities, their requests are attended and actions taken accordingly. It
controls the floor master keys. Various records and registers are maintained
concerning cleaning operations, room set ups etc and also lost & found
records are maintained by the desk.
Linen Store This is the room where the current linen is stored for issue and receipt. It is
the central depot for all linen bed sheets, towels, curtains, table cloths,
napkins, etc. and from it sufficient clean articles, in good condition, are
distributed throughout the house.
Depending upon the house custom the operation may vary. But broadly,
linen room is responsible for receiving soiled linen, inspecting and sending
them for washing.
The time of operation is usually 8.00 hours to 17.00 hours or may operate in
set hours usually twice a day. Therefore there may be a sub store with each
floor of the hotel or an F&B Linen Store to handle emergency requirements.
In some establishments the linen room is aided by:
a) Laundry: The laundry may be outsourced also but the quality of
laundering is under the strict supervision of the Linen Room Supervisor.
b) Tailor room: This sub-section takes care of the stitching and mending of
usable linen and also concerned with making of new furnishings-
curtains, sofa covers, bed sheets, table cloths as per standard drawing
given to them.
c) Linen Store: Concerned with storage of linen cloths and new linen for
issue to various departments.
166
House
keeping
Supply Store
It stores all small things required in a hotel room.
Flower Room It takes care of the flower arrangements in various sections of the hotels.
Floor Pantry Each guest floor there is a floor pantry. This is the sections where the
chamber maids / boys will be stationed and can be contacted when required
through telephones. It keeps the guest supplies and cleaning supplies of the
floors. It also has provision for storage of linen and cleaning equipments-
vacuum cleaners, trolleys, etc.
The floor pantry is connected by Chute. A chute is a pipe that connects the
senders and the receivers end. It acts by the principle of gravity or
pneumatical suction and it is a mode of easy transportation of materials from
one end to another. Usually in floor pantry there are two types of chutes-
a) Laundry chute connecting the floor pantry and the linen room.
b) Garbage chute connecting the floor pantry and the refuse dumping
area.
Horticulture
Store
It keeps
a) Various Gardening Equipments lawn mowers, rakes, pots spades,
buckets, pipes, water sprinklers and sprayers.
b) Fertilisers: Urea, minerals, bone dusts, etc.
Lost & Found
Section
This room stores all the lost articles of the guest that are found in rooms and
public areas.
Pest Control This section is concerned of fighting and controlling various insects and
pests and rodents cockroaches, spiders, rats etc.
Key Control
Apart form the guest keys which are issued to the guest upon arrival and
controlled by the front desk upon their exit temporarily or permanently
from the hotel, there are two more types of keys.
1. Floor Master Keys: It opens all the locks of the hotels of a particular
floor. These keys are controlled by the control desk and are issued to
the shift supervisor after a signature is obtained on the register.
2. Hotel Master Keys: It opens all the locks of the hotel. It has two sets.
One is maintained by the cashier and the other is kept by the control
desk.
167
The Housekeeping Staff
& their Duties &
Responsibilities
The duties and responsibilities of a house keeping staff are as below:
Executive
Housekeeper
She is required to coordinate the function of the Housekeeping staff and is
responsible and finally accountable for the cleanliness and maintenance of
the hotel.
Assistant
Housekeeper.
These personnel are responsible for managing the resources as per the
direction to be forwarded by the executive housekeeper. The responsibility
of this particular post includes the cleanliness, maintenance and
attractiveness of the hotel.
Public Area
Supervisor.
The garden, the portico, the lobby, the staircase, the corridors between the
rooms is the public areas. This person is allocated with the duty of looking
after the cleanliness of these areas along with the outlets and the offices.
Linen room
Supervisor.
She is solely responsible for acquisition, storage, issue and cleanliness of
linen in its various forms.
Desk Control
Supervisor
This persons responsibility is to receive all complaints, information, etc.,
and communicate them to the other concerned housekeeping staff and to
other concerned departments.
Floor
Supervisor
Is responsible for cleanliness, maintenance and attractiveness of the guest
floor, staircases, corridors, guest rooms, etc.
Night
Supervisor
Responsible for handling any aspect of housekeeping at night.
Uniform
Supervisors
These personnel are closely associated with the Linen Room Supervisor
limiting her attention towards the staff uniform.
Laundry
Personnel
They comprise of Laundry clerk, washers, calendar operators, washing
machine operators etc., under the supervision of linen room supervisor and
the linen room attendants.
Helpers These personnel are found in Laundry, Linen Room, Uniform room assisting
the operation by doing manual work in transporting linen, counting, etc.
Room
Attendants
They comprise of chambermaids and room boys. They are involved in
cleaning or guest rooms and the bathrooms.
Housemen Responsible for carrying out heavy physical cleaning required in guest
rooms and public areas.
168
Cloak Room
Attendants
Responsible for cleaning, for cleanliness, maintenance and service in public
areas.
Horticulturist This person ensures smooth supply of natural beauty with respect to
gardening, plantations, flowering of plants, provide consultation of upkeep
of outdoor and indoor plants, the spraying of manures etc., to the gardener.
Head
Gardener
Supervision of his gardening brigade.
Gardeners They are involved in the actual work of digging, planting , watering of the
plants, mowing of the grass, maintenance of outdoor and indoor plants, etc.
The Functions of the
Housekeeping
Department
The functions of the housekeeping department can be broadly divided into
1) Cleaning Activities:
a) This is the basic job of housekeeping. They comprise of room
cleaning. For this they have to employ various cleaning
equipments and cleaning agents.
b) To achieve highest form of service here one must have knowledge
on chemical constituents of the stains and how they are removed.
c) Here the laundry and linen room is also taken into account so that
bed sheets, towels, serviettes, tablecloths, any linen is spotlessly
clean when given to a guest.
d) The Pest Control section also becomes a concern while
considering the cleaning activities by the department.
2) Upkeep and Designing of various Room interiors:
The expertise included here are:
a) Knowledge on various surfaces- plastics, bakelite, leather, glass,
sunmica.
b) Various room and sanitary fittings.
c) Floorings and floor finishes.
d) Carpets
e) Wall coverings
f) Fabrics
g) Furniture.
h) Upholstery & soft furnishing
i) Beds and beddings.
3) Other Miscellaneous Functions:
They can be like providing valuable supports in theme nights,
banquet arrangements, maintenance of records of lost and found guest
articles, etc.
169
The Housekeeping
Cleaning Operations
The Cleaning Supplies
and the equipments.
After the housekeeping floor supervisors are allotted with the floors along
with their team of room attendants they would come to their respective
floor and arrange their equipments needed to clean the rooms.
The equipments are
a) A housekeepers caddie
b) Trolley
A caddie is a handheld carrying case that can be easily brought into the
guests room.
A caddie will be ideally made up of
Glass cleaner
Bathroom cleaner
Multipurpose cleaner
Bath amenities shampoo, conditioners, soaps, etc.
This is put in the trolley which would carry towels, bed sheets, glasses
tumblers, vacuum cleaners and other items required to clean the room.
Each night these trolleys and caddies are restocked by the floor supervisor
and the attendants to the trolleys and caddies stationed in their own floor
so that the morning staff do not have any difficulty in preparing
themselves for cleaning.
After the room is cleaned the housekeeping supervisor would check the
room with respects to:
Cleanliness
Maintenance Problems
Bathrooms
Guest supplies in the rooms
Supplies in the Bathrooms
Linen.
In addition there are room inspectors who check the rooms in random to
find out if anything has gone out of notice and the concerned floor
supervisor and the chamber maid is asked to replenish them immediately.
The Cleaning Schedules
Basically there are three types of cleaning:
a) Regular Cleaning: It comprises of those areas which are cleaned
daily. The rooms, lobby, outlets are the best
example where the regular cleaning is
required.
b) Periodical cleaning: Cleaning of those areas which are not soiled
Regularly. Example the fountain in the
170
garden, or marbles walls near the elevator.
However to perform the routine cleaning a
register maintaining the records of when such
areas last cleaned is maintained.
c) Spring Cleaning: It includes complete renovation of rooms
right from changing its colour schemes,
dcor, theme, lighting arrangements, etc.
It is believed that the word has been derived
from the season spring which sets the
people to action after a long lifeless winter
months.
Layout of Guest Room
T
Door
C
o
r
r
i
d
o
r
L
u
g
g
a
g
e

&
S
h
o
e

R
a
c
k
Electrical Switch
Board
Double Wardrobe
Mini Bar
Dresser
Wash
Room
Study
Table
Curtained Glass Window
TV
Double Bed
Sofas &
Centre table
Bed Side Table
Bed Side Table
Toilet Door
C
o
r
r
i
d
o
r
171
The Guest supplies &
amenities in a Guest
Room -
The amenities and the number & type of guest supplies would vary from
hotel to hotel, depending upon the standard and the type of clientele.
The general supplies that are provided are:
Groups Items
Clothes &
Accessories
Bathroom slippers, Hands free audio, Shower Cap,
Bathrobe, etc.
Stationeries Pens, Pencils, Erasers, Writing Pad, Envelopes,
Consumable
Beverages
complimentary or
chargeable
Small Bottles- Beer, Alcoholic Beverages, Soft
Drinks, Mineral Water, Packaged Drinking Water.
Hot Beverages- sachet of Tea, Coffee, Drinking
Chocolates with Sugar and Milk sachet. Other
Packed products.
Bathroom
Supplies
They include:- Hand Soap, Toilet Soap,
Shampoos, Moisturisers, Tooth Brush, Tooth
Paste, Shaving Cream, Razor, Shaving Blades, etc.
The amenities and the layout of the room is:
A: Bedroom
1. The room opens from a corridor.
2. At the entrance of the room is a narrow passage which is called the
vestibule.
3. At one side there would be provisions for keeping shoes and luggage.
4. Opposite to it lie the bathroom and the switch panel.
5. Continuing down the room, one side will open up to a space and the
other side will be walled.
6. The side where the wall is there, there will be:
a) Mini bar keeping all alcoholic, non alcoholic beverages and
packaged items; on top of which the arrangements for tea and
coffee will be kept
b) A dresser consisting of a large sized mirror and a rack will be
next.
c) The study table- which would have stationeries, study lamp,
year planner. In the drawer there will be candle, candle stand
and a match box.
7. At the rear end of the room from the corner of the one end of the wall
to the other would be a curtained window. Usually there would be
two types of curtains.
a) Heavy Curtain: These are used in night to prevent the room
being seen from the dark when the light in the room are switched
on.
b) Sheer Curtain: The ones which are light in nature and are used
C
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The Arrangement
of Guest Rooms
Key
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172
during the day time to allow the sunlight to come in.
8. At the center, just after the study table there would be a sofa and a
coffee table. On the table there may be a flower vase with flowers, or
flower and fruit basket with a welcome note, cookie tray, tent cards,
magazine, newspaper, ashtray, and matchbox.
9. The other corner of the room there will be a television set.
10. Bed side Table: Depending on the number of beds there would be the
number of such tables. For a single room there would be only one for
a twin or double room there would be two. The Bedside tables would
have the phone, lamp, in-house and outside telephone directory, room
service menu card, The Holy Bible/Gita/Quoran holy books, scratch
pads, pen, ash tray with match box room service breakfast menu
cards, etc.
11. Bed it will be covered with pillows and mattresses and bed sheets.
There would be lamp fittings at the top over the wall near the head
rest. On each side of the bed there would be mattresses with slippers.
12. Wardrobe with hangars for keeping guest clothes. It would also
have extra pillows and blankets inside.
13. A rack for face towels.
14. Rack for hanging bathrobe.
B: Bathroom
1. The bathrooms would have a wash basin with provision for keeping
the bathroom supplies.
2. Water closet with a sanitizing wrap stuck or attached which says
sanitized for your protection.
3. Bidet- a low wash basin attached with taps and faucet that allows one
to sit and clean his bottom.
4. Bathtub which includes shower curtain, bath soap, shampoo,
conditioner bubble bath, bathmat, towel rack with bath towels, hand
shower, running hot and cold water.
5. Depending upon the standard there may be provision for steam and
sauna baths.
The VIP supplies &
amenities in a VIP Guest
Room
In the Room:
a Bathrobe with the guests name embroidered on it.
Full bar set-up in form of full fledged bar with premium beverages in
bigger sized bottles, fridge and working table, coffee table,
appropriate beverage glasses.
b Personalised stationeries, with the VIPs name printed on the
envelope, writing pad, etc
c Elaborate flower arrangement.
d Big elaborate fruit basket, cookie/chocolate platter.
e Welcome note on tent card specially signed by the general Manager.
In the Bathroom:
173
a Special Toiletries which includes expensive soaps with choices, after
shaves and perfume bottles.
b Extra luxurious bath towels with the name of the guest embroidered
on it.
Room Cleaning
Procedures
The best sequence is:
a) Switch of all electrical gadgets air conditioners, room warmers
electrical fans sound systems, etc.
b) Draw the curtains; open the windows to air the room.
c) Turn mattresses side to side on the following day followed by end to
end. Smooth out the mattresses to air it and make the bed for the day.
d) Remove all soiled linen from bed and bath and dump in the linen
hamper ensuring there is no guest articles trapped within those linen.
e) Check the equipments; if there be any disorders, report it to the
maintenance.
f) If the guest has departed, check nay lost and found articles and report
the same to the Control Desk.
g) Inform Room service to clear any soiled trays lying in the room.
h) If the cleaning is not done by vacuum cleaner then brush the carpet
first to enable the dust to settle while doing the other tasks.
i) Clean the bathroom.
j) Empty all ashtrays into the waste bin.
k) Collect other trash papers from the table and throw then into the
waste bin.
l) Arrange guest clothes if they are lying outside in the wardrobe.
m) Re-arrange all loose pares and magazines on the desk.
n) Clean all the surfaces by applying circular motion with a dry cloth
specially the corners.
o) Collect dust in a dust pan without lifting dust in the air.
p) Use stiff brush or vacuum cleaner for cleaning upholstered furniture
arms, backs and seats.
q) Dust and replace each item on the dresser top. Special attention must
be given on display or publicity materials.
r) Replace stationeries as prescribed by the management.
s) Clean the lamp shades with clean, dry duster.
t) Disinfect the telephone and check its dial tone.
u) Dust closet, shelves, hangers, and rods.
v) Supply new laundry bags
w) Dust both sides of all room doors, base boards, window sill, inside
and out.
x) Close the windows.
y) If the vacuum cleaner is used it may be used now for vacuuming the
carpet as against brushing the carpet as told earlier.
z) Before giving the last look, switch on the air conditioner or room
warmer at the minimum for rooms cleaned after the guest has
checked out; or else, if the guest is staying in the room leave the
temperature as it was set by the guest.
174
Mattress
with
Protector
Bed sheet (1)
Placed right side up
Bed sheet (2)
Placed right side down
Blanket
Constituents of a Normal Guests Bed
175
The make up of a Bed
&
The Bed Making
Procedure
A guests bed consists of the following in the order, from bottom, as
below:
1. Mattress
2. A protector on top as a cover
3. A bed sheet right side facing up
4. Second bed sheet with the right side facing down
5. Blanket.
The Bed making procedure:
a) Remove the soiled sheets and pillow cases and shake out
individually.
b) Turn out mattress
c) Shake out the mattress protector and relay it on the mattress.
Change if smelling or soiled.
d) Open out a fresh bed sheet, spread firmly over the mattress, taking
care, the centre crease runs through the middle. Tuck it securely at
the head, the foot and the sides.
e) Open out fresh top sheet and distribute it over the lower bed sheet,
with its topside facing downwards. Pull the sheet towards the
headboard and tuck it at it foot.
f) Open out the blanket and spread it all through evenly, ensuring the
label of the blanket is at the bottom. Pull it up by 4 inches from the
headboard.
g) Give one fold of the top bed sheet over the blanket and fold the
sheet with the blanket once again.
h) Tuck the blanket and the sheet at the sides and the corners at the
foot are folded after being mitred.
i) Cover pillows with fresh pillow slips. Fluff the pillow and even out
pillow slips.
j) Cover the completed bed with bed spread ensuring the right side is
facing up and the sides are falling out evenly. Keep extra bed
spread towards the head board to crease in between the pillows so
as to make it look appealing.
k) Fold the extra blanket so that the hotels logo appears at the top.
Place it in a plastic bag and keep it in the upper or lowermost shelf
of the wardrobe.
The Evening Service-
Turndown Service
The turndown service is a service done in the evening to make the room
look warm and inviting to the guest.
The common procedure is:
1. Check if the DND (Do Not Disturb) board is not hanging from the
knob.
2. Knock at the door and enter as per the prescribed procedure.
3. Check all the bulbs are functioning.
176
4. Draw the heavy curtains
5. Tidy guest clothes if they are lying out and hang them in the
wardrobe.
6. Take off bed cover, fold neatly and store in the room cupboard either
in the topmost or in the lowermost shelf.
7. Fold one corner of the blanket to enable the guest to slide into the
bed.
8. Place the breakfast doorknob card, rosettes, and chocolates on the
pillow.
9. Remove soiled glasses and bottles if any.
10. Replenish the water flask with drinking water.
11. Replace soiled towels.
12. Empty and clean ashtrays and waste baskets.
13. Replace missing toiletries and other supplies.
14. Turn of all lights except the passage lamp/night lamp as prescribed.
15. Put on a soft music to play.
16. Lock the door properly.
027A-FOOD PRODUCTION- THE ORGANISATION CHART
184
SOUS CHEF
CHEF DE PARTIE
CHEF
GARDE MANGER
CHEF
LEGUMIER
CHEF
POTAGIER
CHEF
SAUCIER
CHEF
PATISSEUR ET
BOLUANGER
ASST. FOOD & BEVERAGE
MANAGER-SERVICE OR
F&B SERVICE MANAGER
EXECUTIVE CHEF
CHEF
POISSIONER
CHEF
PETIT
DEUJENER
CHEF
ROTISSEUR
CHEF
TOURNANT
SECRETARY CUM TYPIST
FOOD & BEVERAGE
MANAGER
CHEF DE
BANQUET
CHEF
DINDIENNE/
INDIAN COOK
CHEF
TANDOOR/
TANDOOR
COOK
CHEF
ENTREMETS
DINDIENNE/
HALWAI
CHEF DE
KARI/
CURRY
COOK
CHEF
COMMUNAR
CHEF
ENTREMETS
COMMIS/APPRENTICE
ABOYEUR/
BARKER PANTRYMAN/
STILLROOM
IN-CHARGE
UTILITY STAFF
027-FOOD PRODUCTION- ORGANISATION
178
Introduction
The type of staff arrangement in a kitchen depends upon the type of outlet and
the menu it serves. As for example, a multi cuisine restaurant will have more
elaborate kitchen having more sections than a particular ethnic restaurant
serving dishes of a particular region.
The sections of a kitchen can be according to the requirement:
The sections of a large restaurant are:
a)Larder/
Garde Manger:
This is the cold section of the kitchen.
The purpose it serves are
i) Storage of perishable food materials both raw and cooked, where food as
meat, fish, games are prepared and made ready for cooking.
This section has a butcher who prepares and dresses the meat and poultry
and a fishmonger who does the de-scaling, filleting and crumbing of fish.
ii) Area for preparation and dressing of raw materials.
iii) Area for preparation and dressing of cold hors doeuvres, cold dish or
meat dishes, cold salads, dishes for cold buffet, etc.
The Section is headed by Cold Cook (Chef de Froids).
b)Sauce Section
The functions of this section are:
i) Providing all meat, and poultry, game and offal dishes with exception of
those that are plain, roasted or grilled.
ii) All meat dishes are cooked and garnished.
iii) Provide all basic and finished sauces served hot, that are generally
required by all the parties in the kitchen.
iv) Preparation of dishes that come under Plat du Jour Menu.
v) Preparation through cooking methods such as braising and boiling.
vi) Mise-en-place for the dishes on the Banquet Menu.
The section is headed by Sauce Cook (Chef Saucier).
c) Roast Section
The functions of this section are:
i) Providing all roast dishes of meat, poultry and game.
ii) Preparation of grilled dishes of meat, chicken offal and fish
iii) Preparation of a number of dishes, including fish, which require roasting
and grilling.
iv) Deep fat frying of food items.
v) Preparation and finishing of savouries.
The section is headed by Roast Cook (Chef Rtisseur). The grilled dishes
are however delegated to the Grill Cook
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d)Fish Section
This section is responsible for:
i) Provision of all fish dishes with exceptions of those that plain, grilled or
deep fried.
ii) As a part of mise en place
a) The preparation of the following basic sauces: bchamel, white
wine sauce, fish veloute, hollandaise and melted butter.
b) Preparation of a number of garnishes, which are required to be done
before the service in each service period. As there are so many
varied preparations of fish dishes, the mise en place got to be very
extensive. This helps in preparation of number of dishes like
meunire and poached.
The section is headed by Fish Cook (Chef Poissonnier).
e) Vegetable
Section
The vegetable section
i) Prepares and dresses, which involves cutting in different shapes and sizes
according to the requirement, peeling, cleaning and trimming, the
vegetables for cooking
ii) Prepares all vegetable dishes that are served separately as a course.
iii) Before each service period, everyday, prepare, cook and refresh various
quantities of vegetables and keep them in the refrigerator.
iv) Cooks different types of potato dishes, finished at varying degrees and
are kept ready before service.
v) Prepares vegetable garnishes and transferring them to other sections.
vi) Cooks various savoury egg dishes specially omelettes of various types
plain, garnished, stuffed and flat round.
vii) Prepares Italian pastas, except noodles. Items like spaghetti, rice,
macaroni are prepared here and send to other sections for garnishes.
The mise en place of this section is carried out according to the menu
requirements.
The section is headed by Vegetable Cook (Chef Lgumier).
f) Soup Section
The responsibility of this section is to
i) Prepare all basic stocks.
ii) Prepare all soups such as consomms, broths, puree, veloute, cream,
chowder and bisque.
iii) Prepare cold soups and consomms and pass to the larder for service.
The garnishes come from the larder and vegetable section.
The section is headed by Soup Cook (Chef Potager)
g)Indian Section
The Indian Section is responsible for preparation of various Indian dishes.
The section may be sub-divided into sub-sections according to the dishes
mentioned on the menu. The sub sections can be
180
All sorts of Indian breads (chappaties, phulka, poories, bhathura) and rice
and rice dishes- (pulao, biriyani, khushka), etc.
Vegetables (bhajees and curies).
Meat (including egg dishes).
Tandoor (Seekh kebab, boti kebab, Tandoori chicken, Indian breads
nan, kulcha, Tandoori roti.)
Indian sweets (Halwai) (jalebis, rasgullas, rabri, malai).
Further more a huge part of the Indian population is vegetarian. Keeping such
requirement in view there can be a sub-division of Vegetarian Section and
Non-Vegetarian Section.
The section is headed by Indian Cook (Chef Indienne). The sweet cook is
known as Halwai Cook.
h)Pastry Section
The work of this section is normally separated from the main kitchen and is
independent in the matter of cold storage.
The functions include preparations of:
i) All hot and cold sweets comprising of puddings and souffls for
lunch and dinner.
ii) Pastries and cakes for afternoon tea and other occasions.
iii) Various pastries short crust and puff patties and pastry cases for
stuffing of various savoury dishes, for the sauce and the vegetable
section.
iv) Frying batters for making noodles which is passed on to other
sections.
v) Sorbets and water ice.
vi) Ice creams and ice cream based dishes, excluding ice cream based
beverages.
vii) Sweet omelets, coloured sugars for garnishes in cakes or to make
flower baskets, icing sugars, fondants, and other forms of various
sugar based decorations.
viii) Where such section has a bakery then preparation of Bread rolls for
lunch and dinner and various types of bread- white and brown,
croissants, muffins, etc. for breakfast, which is passed over to the still
room for dispensing during those service periods.
The section is headed by Pastry Chef (Chef Patisserie). Where there is a
bakery there would be a Master Baker (Chef Boulanger).
181
The Duties of Various Production Staff
a) The Executive
Chef
He is the head of the kitchen. The word chef in English means
King. He carries the full responsibility and must be a person who can
hold command both in administration and also production of various
dishes.
He is the departmental head and is responsible to the management
with respect to:
a) Maintaining the food cost and work in accordance with the
policy of the organisation.
b) Staffing and organisation of duty rosters,
c) Requisitioning selection, and dismissal of staff in consultation
with the HR- department. If required he should train the cook(s).
d) Aid the Materials Department with purchase of kitchen raw
materials by appraising them with information like standard
specifications, price, quantity to be delivered, etc.
e) Maintaining the quality of food and its presentation.
b) Sous Chef
The functions of Sous Chef are:
i) Assisting the Head Chef in all respects.
ii) Supervising the service in the kitchen.
iii) Organizing efficient day to day service in the kitchen.
iv) In absence of Chef he can re-orgainise the roster to relieve
pressure.
In large organisation there can be a number of sous chefs, especially
where there are separate kitchens like grill room, restaurant, banquet
service, etc.
c) Chef de Partie
Each section of a kitchen like roast, soup, vegetable there is a Chef de
Partie, under whom there are cooks like roast cook, vegetable cook
etc., commis, porters to assist.
All the chef de parties may be regarded as the supervisors or foreman
of the section who can supervise and cook.
d) Barker
This person is responsible for calling out the order to different
sections and co-ordinate the service between the kitchen hot plate and
the food service outlets.
e) Sauce Cook
The cook is responsible for making various sauces and prepares meat
dishes that do not undergo roasting or grilling. He is the future Sous
Chef and may be the Head Chef in the making.
f) Roast Cook
He is responsible for all roast and grills of meat, poultry and game,
grilled and deep fried fish, deep fried vegetable, potatoes and
182
savouries. He prepares sauces and accompaniments for roasts and
grills. In large establishments there may be a separate grill cook who
would work under the supervision of roast cook.
g) Fish Cook
The fish cook prepares all the preparation of fish except those which
are deep fried and grilled. The fish prepared for cooking may come
from the larder and the Chef here does the cooking, garnishing,
saucing and the dishing of the fish.
h) Soup Cook
The soup cook prepares all type of soups and is responsible for its
garnishes accompanying it. He may have to start his work early and
commands an important position because the soup give an impression
to the customer the about the type of preparation of the other dishes
to follow.
i) Larder Cook
The larder involves a wide range of work and the larder cook is the
busiest chef. The larder has various sections, viz. the cold kitchen,
butchery, and store, in each where the larder cook has to supervise.
Apart from storing various prepared and raw food materials of the
kitchen, he also has to supply various carcasses of butchers meat,
poultry, game and fish cleaned and dressed according to the
specification. Providing with hors doeuvres, cold consomms,
sandwiches and canaps, cold buffet, salads etc. from the cold kitchen
is also his responsibility.
j) Vegetable
Cook
He is responsible for production of various vegetable dishes and
potatoes.
k) Pastry Cook
The pastry cook commands a different status which is no less than the
larder or the sauce cook. He works independently and his job is
specialized. He prepares hot and cold puddings, cakes, pastries,
breads, bread rolls, etc. he is also responsible for making various
decorative objects from sugars and also for supply items of pastries to
the main kitchen.
l) Banquet Cook
In many large hotels banqueting is a regular and prominent feature
that earns a considerable amount of business. Therefore, it becomes
necessary to have a separate brigade consisting of a Banquet Chef
assisted by one or two commis.
Though there may be a separate section for the banqueting chef to
work, but sometimes he may have to move his service staff from one
point to another, like he may have some cold buffet display to be
prepared at the larder, and then he may have to come to the Pastry for
to complete a sweet dish.
While carrying out his job he is required to
a) Co-ordinate with the banquet manager and organize the service.
183
b) Know the time for the party, number of persons attending the
function, special dishes required and any special instructions that
are with the waiters.
c) Co ordinate with the Chefs de Partie with supplying of various
dishes.
d) Provide with the dishes and service on time
e) Ascertain the number of dishes coming from various sections.
f) Know what dishes are finishing and replenishing the same while
the service is on.
g) Make necessary arrangements to carry out completion at service
points.
m) Relief Cook
The relief cook takes over the duty in a section when its chef goes for
leave or has his day off. This person is usually a senior commis
having capability and knowledge of various dishes prepared in
various sections.
n) Breakfast
Cook
The breakfast cook starts his day early. He is not in the rank of chef
de Partie but he is required to be skilled enough within his limited
field. He is responsible for the breakfast service. After the breakfast
service is over he makes the mise en place for the service for the
following morning. Apart from his breakfast duties he may also assist
the soup and the vegetable cook.
o) Staff Cook
In smaller establishments the duty meals for the staff is prepared by
different chefs de partie. In large hotels there is a separate kitchen
that prepares the meals. The food is meant for lower or supervisory
staff. The executives eat their meals in restaurants. While preparing
meals the chef must see that the dish is wholesome but inexpensive.
Staff.
It may be noted here that nowadays such requirement is being looked
after by a staff canteen.
p) Kitchen Porter
This section is responsible for carrying out various duties apart from
cooking, as and when required. It is headed by the head porter who
controls the issue and collection of kitchen linen staff uniform,
dusters, etc., from the laundry. Although the job require a very little
skill, but nevertheless by proper training and monitoring they can
become a valuable member of the brigade.
q) Commis
The commis are those who have joined after graduating themselves
from catering schools. The lowest category being commis III form
where they are required to come to the position of commis I.
Apprentices are those who join without any qualifications.
028A FOOD PRODUCTION- THE METHODS OF FOOD PREPARATION & COOKING
185
Aims & Objects
of Cooking
The cooking renders the food to
A be Sterilized The growth of bacteria flash rapidly as the food
reaches the temperature of 40 Celsius and is
finally muted when the food is subjected to a
temperature of 45.
B be Easily
Digested
Complex foods are often split into simpler
substances during cooking. This helps the body to
absorb and utilize the food more easily and readily
than raw food.
C be Palatable The food substances taste better when cooked.
D be Attractive in
Appearance
It makes the food look better and hence make it
appetizing.
E be in Variety It brings variety. Many types of dishes can be
prepared with the same basic ingredient.
F provide a
Balanced Meal
Various ingredients that are added combine
together to provide the human body with nutrients
in balanced proportion.
The Cooking
Materials
The ingredients that are used in cooking include:
A Foundation Ingredients The food contain certain nutrients which may
be present in varying proportions or a particular a particular nutrient may
be only present which are essential for human body. They include
carbohydrates, proteins, fats, minerals & vitamins whish act differently
according to their characteristics when hear is applied.
B Cooking Medium: They are fat, water etc in which the food is cooked.
C Raising Agent: They consist of materials which incorporates the air inside
the food and allows it to be light and fluffy.
D Eggs: The uses of eggs are numerous. Apart from adding to the nutritive
value of the food or improve the flavour and colour or even used to
decorate a dish, they also can be used as below:
i) When beaten they incorporate air and when that is added to the food
the food is light.
ii) It is used as binding agent
iii) As thickening agent
186
iv) As a coating in fried foods.
v) As an enrichment of a dish.
E Salt: The uses of salts are:
i) Provide with a mineral that is essential for the body,
ii) They improve the taste of the dish,
iii) Softens certain food,
iv) Acts as preservative
v) It speeds in coagulation of protein
vi) Lowers the freezing point and increases the boiling point of a
substance.
F Liquid: The uses are:
i) Binds dry ingredients together
ii) Helps the food to mix together and give uniformity to the dish.
G Flavourings & seasonings: It accounts for the taste of the food.
H Sweetening: This is not as essential as salt but the lack of it will affect the
texture of the food.
I Thickening: These items make gravies thick and give the desired
consistency.
Texture
By texture it is meant to what extent the food is crispy, soft, hard etc.
The Methods of
Cooking
The Different methods by which a food can be cooked are:
A Roasting Cooking on open fire where the food is brought in direct
contact with the flame (barbeque) or cooking in a closed
chamber (in an oven) where the food is subjected under open
heat with fat.
B Baking Cooking of food by hot air in closed oven.
C Frying Cooking of food by direct contact with hot fat or oil.
There are three types of cooking:
Shallow frying: Cooking in very little fat or oil.
Deep Fat frying: Cooking food where the food is submerged
in fat.
Saut: Its stir frying where the fat is just smeared on the
utensil where the food is cooked.
187
D Boiling Food is cooked surrounded by boiling water or any liquid.
E Poaching Cooking food in very little water.
F Steaming Cooking food by steam.
G Stewing Gentle method of cooking food in closed pan in a small
quantity of liquid.
H Smoking Cooking food by smoke. The smoke imparts flavour an
increases it shelf life.
I Braising This is a combined method of roasting and stewing. In a
closed pan with a tight fitting lid.
J Grilling Cooking food under a direct heat in a griller.
K Broiling Cooking food by direct heat in a pan where the heat comes
from the bottom.
028B-FOOD PRODUCTION- THE BASIC COOKERY- STOCKS, SOUPS, GRAVIES & SAUCES
188
Stock
Stock is an unsalted flavoured & nutritious liquid extracted from meat, fish
or vegetables and are used as foundation for sauces, soups and stews. They
are made by simmering the ingredients in water on a slow fire overnight for
about 12 hours and continuously the scum formed is being removed till all
the nutrients are extracted. Mainly fresh bones of meat with portions of fat
removed, cuttings from fish or peels of vegetables are used. Depending on
what ingredients used they are termed as Meat stock, Fish stock or
Vegetable stock. The liquor thus obtained is separated either by decantation
or strained by passing through a sieve.
There are two basic stocks:
(a) White Stock: Discarded, but not stale bones are added to cold water.
As flavouring peels of carrots, onions, bay leaf, parsley, etc are
added. The mixture is simmered submerged in cold water. Whole
vegetables and aromatic agents are added to flavour.
E.g. of Stock: Chicken Stock, Veal Stock, etc.
Uses: Soups: Chicken Velout Soup, Velout oh White Bait, etc.
Sauces:- Velout Sauce, Court Bouillon (poaching liquor for
fish), Cucumber sauce
(b) Brown Stock: The bones are fried or roasted and then submerged in
cold water with other aromatic ingredients parsley, carrots, bay
leaf etc. The colour imparted is brown and hence called as Brown
Stock.
E.g. of Stock: Beef Brown Stock, Mutton Brown Stock, etc.
Uses: Soups: Any Consomme, French Onion Soup etc.
Sauces:- Espagnole Sauce, Devilled Sauce, Brown Chaud-
froid Sauce.
Gravies
Gravies are basic liquid foundation in Indian Cookery. They are of three
basic types White, Tomato (Red) & Brown.
a) White Gravy:
1. Grind dry together: cashew, peanuts and bread.
2. Grind wet together: onion, ginger, chilies, and poppy seeds with
milk.
3. Heat fat in a heavy pan; add onion mixture, saut for 3-4 minutes.
4. Add curds and cook, stirring continuously till whiteness of curds
disappears.
5. Add milk, bring to a boil, add sugar, salt, dry mixture, spice
powder, cream.
6. Stir gently till boil resumes. Add vegetables, etc. at this stage.
7. Cook covered for few minutes till thickened.
8. Garnish with grated cheese, coriander and cherries
E.g. Chicken Shajahani, Mutton Rezalla, Mirchi ka Salaan, etc.
189
b) Red Tomato Gravy:
1. Dry roast peanuts or cashews lightly. Dry grind coarsely.
2. Semi puree of tomatoes and capsicum together. This should be
done in a food chopper or grated.
3. Chop onions very fine or run in a chopper.
4. Heat oil or ghee in a heavy pan.
5. Add ginger garlic and stir for a moment.
6. Add onions and stir fry till light pink.
7. Add tomato capsicum puree, stir bring to boil.
8. Add all other masalas, salt, sugar and crushed nuts. Stir.
9. Add veggies at this stage. Mix.
10. Cover and simmer till gravy is thick and fat starts separating.
11. Garnish with coriander before serving.
E.g. Chicken Butter Masalla, Paneer Butter Masalla, etc.
c) Brown Gravy:
1. Dry roast wheat flour to a light pink, stirring continuously. Keep
aside.
2. Heat oil, add onions, fry till well browned. Drain well by
pressing, putting back oil in pan. Cool onions a bit. Grind in
mixie. Keep aside.
3. In remaining hot oil, add cumin seeds allow to splutter.
4. Add asafoetida, capsicum, ginger, and garlic stir fry for a minute.
5. Add all dry and ground masalas, flour, stir well.
6. Add tomatoes, tamarind water, salt, and stir.
7. Simmer till gravy is thick and oil starts to separate.
8. Add prepared basic ingredients- prepared meat/fish/vegetables
and stir, keep cooking for 2 minutes.
9. Finish with a garnish of chopped coriander leaves.
E.g. Chicken Curry, Aloo Dum, etc.
Sauces
Sauces play an important role in the continental cookery.
The importance of a sauce are as follows:
a) It balances the taste of the dish.
b) It adds to nutritive requirement.
c) It adds to flavour of the dish.
d) It enhances the taste of the dish.
e) It moistens the food.
f) It acts as digestive.
g) It sometimes they give the name to the dish.
h) It acts as an eye appeal.
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In continental cookery there are six basic (mother sauces). They are so
called because all other sauces are derived from them. They can be either
hot or cold. Their basic ingredient is flour, tomato, or egg.
They are:
Basic Ingredient
Flour Tomato Egg
(a) Bchamel Sauce (a) Tomato Sauce (a) Mayonnaise Sauce
(b) Velout Sauce (b) Espagnole Sauce (b) Hollandaise Sauce
A brief description of how they are made and their ingredients used are
given below.
(a) Bchamel Sauce:
Ingredients required : Flour, Butter, Milk
Method: This is prepared by making a white roux out of flour and
butter in equal quantity, till it reaches a sandy texture. Milk is added
little at a time and stirred to avoid lumps. An onion with clove and
bay leaf is added for flavour. Seasoning is added to taste. This is then
passed through a fine strainer.
Derivatives: Parsley Sauce, Cheese Sauce, Egg Sauce
(b) Velout Sauce :
Ingredients required : White Stock (made out of chicken, fish or
beef), Flour, Butter
Method: It is made by adding white stock made from chicken, fish,
beef, etc., to brown roux. The Velout is named according to the
type of stock added. If made from chicken stock it is called as
chicken Velout , from fish then fish Velout , from beef, then beef
Velout .
Derivatives: Supreme Sauce, Sauce Aurore, Sauce Normandy.
(c) Tomato Sauce :
Ingredients required: Fresh Tomatoes, bacon, chopped onion and
garlic, brown stock, light brown roux.
Method: Blanched, de-seeded, chopped tomatoes are cooked in
brown stock with chopped carrots, onions, garlic, and bacon. The
mixture is then passed through a sieve and thickened with light
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brown roux.
Derivatives: Neapolitan Sauce, Barbeque Sauce, Allemande Sauce
(d) Espagnole Sauce :
Ingredients required: Tomato Puree, Flour, Butter, Brown Stock, and
Mirepoix (a mixture of herbs- bay leaf, thyme, etc mixed with
flavouring agents onions. Carrots, peppercorns and bacon
trimmings and sauted vegetables)
Method: A brown roux is made with flour and butter. Tomato puree
is added to make the mixture smooth and avoid formation of lumps
on a gentle fire. The product is then simmered for 4 to 6 hours.
Drivatives: Sauce Robert, Reform Sauce, Piquant Sauce
(e) Mayonnaise Sauce :
(It is the only basic cold sauce which is not cooked)
Ingredients required: Salad Oil, Egg Yolks, Seasonings (Salt,
Pepper, and Mustard), Vinegar or Lime Juice.
Method: Salad oil is incorporated into the beaten egg yolk. It is
seasoned with salt, pepper and mustard and the taste is sharpened by
vinegar or lime juice.
It is extensively used as dressing for cold hors doeuvres, and salads.
Derivatives: Thousand Island Dressing, Cocktail Sauce (used in shell
fish cocktails), Tartar Sauce, Sauce Alexander, Vinaigrette Sauce.
(f) Hollandaise Sauce :
Ingredients required: Peppercorns, Vinegar, Egg Yolk, and Melted
Butter.
Method: Vinegar and peppercorns are reduced. It is then transferred
to a double boiler when egg yolks are added. The mixture is cooked
on a gentle flame, stirring all the time with a wooden spoon to avoid
formation of lumps till it attains a thick consistency. Finally it is
finished with melted butter which is blended uniformly.
It is a warm sauce used extensively with grilled or baked fish, eggs
and vegetables.
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Derivatives: Chorion, Charcutire, Barnaise.
Soups
Soup is defined as extracts of meat, fish or vegetables.
They can be classified as under:
Classification of Soups
Introduction
Soups are broadly divided into two categories:
a) Hot Soups: - The ones that are served hot.
b) Cold Soups: - The ones that are served cold.
Examples of Hot Soups:
i) Thick hot soup: -Cream of Tomato,
ii) Thin Hot Soups:- Consomm Clear \
Examples of Cold Soups
SOUPS
THIN THICK
COLD
THIN THICK
HOT
VEGETABLE
CREAM SOUP
FRUIT CREAM
SOUP
COLD/JELLIED
CONSOMME
(UNPASSED)
BROTH
(PASSED)
CONSOMME
PUREE CREAM VELOUTE CHOWDER BISQUE
PASSED
CONSOM
ME
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i) Thick Cold Soup (also termed as cold or jellied consomm):-Melon Soup
ii) Thin Cold Soup: - Cold Consomm.
Classification
of Hot Soups
The hot soups may be classified as
A Thin hot soups
B Thick hot soups
A The thin hot soups may be classified as:
a) Broths
b) Hot Consomms
a) Broths: These contain the ingredients, meat, vegetables and chicken,
cut into regular shapes, by which they are made in suspension in the
soup which makes it look cloudy.
E.g. Scotch Broth, Minestrone
b) Hot Consomms: They are richly flavoured clear soups. It is made
from beef, mutton or chicken stock to which lean meat (fatless meat)
is added along with finely chopped or diced carrots, onions,
seasonings and egg whites. It is brought to boil, then simmered and
then reduced. The protein in the egg white and mat coagulates and
bind most of the cloudy material which renders a clear liquid which is
the strained through a muslin cloth.
These consomms take the name from the garnish by which they are
made.
E.g. Consomm Breton, Consomm Carmen, Consomm Royale
B The thick hot soups may be classified as:
a) Puree
b) Cream
c) Velout
d) Chowder
e) Bisque
a) Puree: These are pulps of vegetables like carrots, peas, spinach
turnip, tomatoes and potatoes. Except the starchy vegetables, others
need extra thickening agent to be added to give a body to the soup.
E.g. Tomato Puree, Puree of Green Peas, etc.
b) Cream: These soups are blended with bchamel or Velout sauce
with the puree of vegetables, meat, and poultry. Milk may be added
to reduce the thickness and to give an even consistency
E.g. Cream of Chicken, Cream of Cauliflower, etc.
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c) Velout : This is prepared by a blend of stock, roux and puree and
finished with mixing cream and egg yolk which enhances the taste
and the texture.
E.g. Chicken Velout Soup etc.
d) Chowder: These soups thick heavy soups from America. Their bases
are tomato or milk with seafood, potatoes, onions, pieces of bacon
and various seasonings for flavour.
E.g. Oyster Chowder, Prawn Chowder etc.
e) Bisque: This is puree or shellfish in fish stock thickened with cream
or rice. It is a hot thick soup to which wine is added to flavour.
E.g. Crayfish Bisque, Crab Bisque, Lobster Bisque etc.
Classification
of Cold
Soups
The cold soups may be classified as
A Thin soups
B Thick soups
A The thin cold soups are cold consomms made in the same way as the
hot consomms, but then later chilled to jellied consistency.
E.g. Consomme Madrilne, Consomme lessence, Consomme en tasse.
B The thick cold soups are cold creamed soups which are essentially
purees of vegetables or fruits thickened with cream.
E.g. Vichy Choise, Melon Soup.
International
Soups
Soup Country of Origin
Minestrone soup Italy
Green Turtle Soup England
French Onion Soup France
Petite Marmite France
Mulligatawny soup India.
029-FOOD PRODUCTION- A BRIEF KNOWLEDGE ON FOOD MATERIALS
195
Potato Preparations
Introduction
Potatoes make an important accompaniment in continental cuisine.
They are used as hors doeuvres or as an accompaniment to the main
dish or can form as a dish by itself in the vegetable course.
01 Allemande
Potato
Cook potatoes in their jackets, peel and cut into thick rounds and well
butter. Serve hot.
02 Allumettes
(Straw Potato)
Cut potatoes into match stick shapes fry in deep fat. Add salt just
before serving.
03 Anna Potato Cut potato in cylindrical shape into slices of 1/16 thick. Grease Anna
mould with butter and cook in the oven.
04 Arlie Potato Mashed potato, scooped out from baked jacket potato which is mixed
with chopped onion, butter and cream and then piped back into their
jackets and put under a salamander with cheese topping.
05 Baked Potato
(au Four)
Wash and wipe equal sized potatoes with their skins. Place in a bed of
salt and bake in oven. When cooked make slits- cross and open by
pressure from either sides. Place a dot of butter and a sprig of parley
and serve hot.
06 Boulanger
Potato
Slice potatoes and onions and saut. Season, add stock and cook in
oven.
07 Chateau Potato Turn the potatoes to the shape of large olive, blanch, saut in butter
and place in the oven for finishing and cooking.
08 Chips Cut slices of potato very thin. Deep fry till golden brown.
09 Cocotte Potato Pick small sized potatoes. Turn them into shape of olive, blanch, saut
in butter and place in the oven for finishing and cooking.
10 Creamed
Potato
Cook potato in shallow water, peel and slice. Moisten with milk and
butter. Season and bring to boil. Add cram before serving.
11 Del Monaco
Potato
Cut potato in dices in . Place in a tray, add milk, sprinkle bread
crumbs, dot with butter and place in the oven for cooking.
12 Duchess Potato Mash potato with egg yolk, milk, butter, nutmeg and seasoning. Stir
well till it leaves the side of the pan. Pipe the mixture (appareil)
mixture into rosettes, brush eggs and put in the salamander to brown
on top.
196
13 Fondantes
Potato
Turn the potatoes into drum shape in the size of eggs. Saut in butter
and place in a tray. Add stock and seasoning and finish the cooking in
the oven.
14 Fried Potato
(Finger Chips)
Cut potato in 2 length and square and then deep fry.
15 Hongroise
Potato
Chop onion, saut in butter and sprinkle paprika. Add tomato concasse
and large roundels of potatoes. Add stock, cook and then place in oven
and finish. Sprinkle chopped parsley and serve hot.
16 Jacket Potato Potato baked with their skins.
17 Lyonnaise
Potato
Slice potato and saut them. Then saut slice onions and mix together.
Season. Place in a tray and finish in the oven.
18 Macaire Potato Baked jacket potato mashed, seasoned and then mixed with butter.
Then they are shaped into balls and thereafter flattened, dusted with
flour and sauted in butter.
19 Matre dhotel
Potato
Cook potato in shallow water, peel and slice. Moisten with milk and
butter. Season and bring to boil. Add cream and parsley before serving
20 Mignonette
Potato
Cut potatoes double the matchsticks and then deep fry.
21 Mousseline
Potato
Mashed potato, adds whipped cream, mix well and serve hot.
22 Pailles Potato Cut potato in large julienne and then deep fry.
23 Parsley Potato Shape the potatoes, cook in a steamer and season. Saut in melted
butter and chopped parsley.
24 Steamed Potato Shape the potatoes, cook in a steamer and season.
Salads & Salad Dressings
Introduction
&Definition
A salad is a dish made up of a single or multiple food items usually consisting
of vegetables such as carrots, beetroot, tomatoes, onions, celery, potato or,
fish, egg, meat, chicken, served cold, well seasoned, having a strong and
spicy taste, and presented in a crisp, colourful state. It consists of three parts:
a) The Base: The underliner as it is usually called, it consists of leafy
vegetables such as lettuce, water cress, cabbage, etc.
b) The Body: This is the most important part of the salad. It consists of the
actual ingredients used salad greens, fruits in moulded aspic jelly,
sliced cooked potatoes, raw cabbage, tomato stuffed with tuna fish, dices
or strips of chicken and meat, etc . Therefore, it gets its name from the
197
particular ingredient used, such as Apple Salad. Apart from giving it a
name, it also balances the flavour and taste.
c) The Garnish: This intends to add the eye appeal of the finished product
and it may also improve the taste.
The Purpose of
salad
Salads take an important position in the meal. It can be served as an hors
doeuvre when served at the beginning of the course being served in small
quantities. It can be served as a main dish, or a course as a salad course, and
even can be served as an accompaniment to entrees and main courses.
The Importance
of Salad
Dressing
The most essential requirement of a salad is it should be piquant and well
seasoned apart form being cold, crisp, colourful and attractive.
To achieve the first two objectives it becomes necessary to add dressings to
the salads.
A dressing is a liquid or semi liquid form of mixture of spicy elements with
its liquid base being cream, olive oil, lime juice, vinegar, alcoholic or non
alcoholic beverage or raw eggs.
A dressing adds to salad
a) The Flavour,
b) Some Food value.
c) Its Digestive capability
d) Improved palatability
e) Its Appearance.
Some very popular dressings are discussed below
Salad Dressings
Mayonnaise
Dressing
It is a coating of mayonnaise sauce (made out of egg yolk, and olive oil as the
main ingredients seasoned with mustard, sugar, white pepper and salt). The
sauce is thinned down by adding lime juice or vinegar to a pouring
consistency which usually forms a coating for meat, chicken, egg etc. as for
salads like egg mayonnaise, chicken mayonnaise, etc.
Vinaigrette
Dressing
A dressing consisting of olive oil and vinegar as the main ingredient mixed in
varied proportions in various types of derivatives- namely French, English
and American and with seasonings and mustards to enhance its taste.
a) French: 3 parts of oil and 1 part of vinegar with French mustard and
seasonings.
b) English: 1 part of oil and 2 parts of vinegar with English mustard and
seasonings.
c) American: Equal parts of oil vinegar with sugar and seasonings.
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d) Lemon: A mixture of olive oil, lime juice and seasonings.
Acidulated
Cream Dressing
3 parts of thin cream and 1 part of vinegar or lemon juice, salt and pepper.
A Brief Introduction on Various Popular Salads
Sl. No. Name of the Salad Description Dressing
01 Andalouse Salad
Quarters of tomatoes, julienne of sweet
pimentos, plain boiled rice, crushed garlic,
onions and chopped parsley.
Vinaigrette
02 Assorted Cold Cuts
Cold hashes of roast mutton, roast chicken,
roast beef, smoked ham, salami, on a bed of
lettuce and finely chopped cabbage, garnished
with vegetables like cold boiled broccoli,
olives, gherkins, radish, etc.
Vinaigrette
03 Beetroot Salad
Diced cold boiled beet root Vinaigrette or
Vinegar
04 Caesar Salad
Golden brown fried white bread of 5mm cube
on a bed of lettuce leaf, with quarter boiled egg,
cheese, croutons, anchovies and seasonings.
Egg, garlic and
olive oil
05 German Sauerkraut
Salad
Sauerkraut (pickled cabbage), cooked in
consomm or water set in piles, seasoned and
garnished with hard boiled egg and beetroot cut
into roundels,
Vinaigrette
06 Cole Slaw Salad
Sliced cabbage, capsicum and carrots Vinaigrette or
Mayonnaise
07 Egg Mayonnaise
Sliced eggs on bed of lettuce, garnished with
cherry chopped celery and leeks
Mayonnaise
08 Fish Mayonnaise
Fish mayonnaise with tomato and parley for
decoration
Mayonnaise
09 French beans Salad
Seasoned French beans Vinaigrette
10 Fruit Salad
Diced assorted fruits apples, pineapples,
banana, mango cherry, etc.
Sugar syrup with
a few drops of
brandy or apple
wine.
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Sl. No. Name of the Salad Description Dressing
11 Greek Salad
Thickly cut slices of tomatoes with green
pepper, de-seeded cucumber, olives, and cheese
seasoned and then garnished with crumbled
cheese and serve with pita bread.
Olive oil and
lemon juice
12 Japonaise Salad
Tomatoes, pineapple, orange dices and lettuce. Lemon or cream
dressing.
13 Lobster Salad
Boiled cold lobster mixed with mayonnaise on
a bed of lettuce, decorated with olives and
parsley
Mayonnaise
14 Meat Salad
Cold cuts of meat Vinaigrette
15
Nioise Salad Flakes of tuna with tomatoes, olives, cucumber,
beans and eggs cut into quarters, garnished with
anchovy fillets.
Garlic dressing,
sprinkled with
chopped parsley
and basil
16 Potato Salad
Diced cooked potato Thin Mayonnaise
17 Russian Salad
Diced vegetables and fruits- carrots,
cauliflower, French beans, turnip, potato and
apple
Thin Mayonnaise
18 Spiced Duckling &
Orange Salad
Roast shredded duckling meat, flavoured with
curry powder and marmalade, seasoned and
decorated with orange slices, thin strips of duck
skin, chives and parsley.
Olive oil mixed
with white wine
vinegar and
mayonnaise.
19 Tossed Salads
Made out of green vegetables celery, lettuce
cabbage, herbs, onions, shallots and chives.
Vinaigrette or
Mayonnaise
20 Waldorf Salad
Pieces of celery apples and halved and shelled
walnuts.
Thin Mayonnaise
Cheese
Definition
Cheese is obtained from pure fresh milk, cream or milk and cream
mixed together.
200
Process of making
Cheese
The quality of cheese, which includes the character, texture and
flavour, and the climatic condition, depends upon
a) Quality of milk.
b) The source of milk. The source may be cow, buffalo or soybean.
c) The type of feed the cattle gets
d) The ambient temperature, moisture, etc. that prevails in the area
of manufacture
Milk is pateurised. It is then curdled by addition of rennet and
creation bacteria. The resultant product is curd- the solid product
and the liquid which is termed as whey. The curd is skimmed out of
the whey which is allowed to run out. The skimmed curd is put into
aluminium moulds and they are put to rest to mature in particular
location having a particular climate which also makes the cheese so
famous and much sough after. The local customs and traditions for
maturing cheese play a very important role.
Classification of
Cheese
Depending upon the type of milk used and the method of
manufacture, cheese is divided into four categories:
Type of Cheese Example
Hard Cheese Cheshire, Derby Edam, Gouda
Semi Hard Cheese Caerphilly
Soft or Cream Cheese Brie, Camembert, Bel-paese
Blue Vein cheese Gorgonzola, Roquefort, Danish Blue,
Cottage Cheese Paneer.
Hard, semi-hard or soft cheese depends upon the type of cheese, and
pressure is applied; hard cheeses are subject to heavy pressure while
cream cheese is subject to light pressure.
Blue Vein cheese are made by pressing the cheese and then after
passing copper wires through them they are injected with a type of
penicillin mould which renders the cheese having a bluish tinged net
all over it inside.
Processed Cheese is made by grinding the cheese and then cooking
then cooking in vacuum cooker. Thereafter they are poured into
moulds and then packed in tin foils.
Cottage Cheese is made by curdling milk and the curd thus obtained
201
is tied in a muslin cloth and subjected to pressure till the curd sets and
the water drains off.
Uses of Cheese
Cheese may be used in
A Cookery: As for
i) Paneers can be used in curries and pakodas.
ii) Garnish in soups.
iii) Grated and used as a covering as in Au Gratin.
iv) In sauces Cheese Sauce.
B Served: As for
i) Salads
ii) In sandwiches
iii) Canaps
iv) Hors doeuvres
v) Savoury.
When served in savoury course then it is served from
assorted cheese tray or cheese trolley and served on to
guests plate with the aid of cheese knife.
The cover on the table for cheese as savoury would consist
of :
Side plate, Side knife & Small Fork
It should be served with
i) Cruet Set-Salt, Pepper, & Mustard. Butter in butter
dish on a doily on an underplate with a butter knife.
ii) Celery served in a celery glass partly filled with
crushed ice on an underplate.
iii) Water cress in a coupe.
iv) Radishes (seasonal) placed in a glass bowl on an
underplate with a tea spoon.
v) Castor sugar for cream cheeses.
vi) Assorted cheese biscuits cream crackers, Ryvita,
sweet digestive, etc.
202
Details of some quality cheese are given below:
Name of the cheese Country Type
Bel paese Italy Soft Cheese. Mild sweet flavour
Brie France Soft. Reddish colour with brown crust.
Caerphilly Wales Cream cheese, whitish
Camembert France Cream cheese.
Cheddar England Hard cheese, yellowish in colour
Cheshire England Semi hard. White, orange in colour.
Derby England Hard cheese.
Dorset Blue England Semi hard, blue vein cheese.
Double Gloucester England Hard cheese
Edam Dutch Soft cheese. Yellow in colour with red rind.
Emmenthal Swiss Soft cheese. Colour varies from ivory to light yellow.
Gorgonzola Italy Semi-hard blue vein cheese.
Gouda Dutch Soft cheese. Pale yellow in colour
Gruyere Swiss Semi hard cheese.
Lancashire England Semi hard with crumbly texture.
Leicestershire England Semi hard and mild flavour.
Parmesan Italy Hard cheese. Used extensively in cookery.
Roquefort France Semi hard, blue vein cheese
Stilton England Hard blue mould, table cheese.
Wensleydale England Flaky semi-smooth texture with honey flavour.
English- Hindi Equivalent Terms of Various Food Materials
Vegetables
English Hindi
Bitter gourd Karela
Brinjal Eggplant
Cabbage Band gobi
Capsicum Shimlai mirch
Carrot Gajar
Cauliflower Phool gobi
Coriander leaves Dhaniapatta
Cucumber Khira
Mint Pudina
Mustard leaves Sarso ka saag
Pumpkin Kaddu
Radish Moolie
Spinach Palak
Turnip Shalgam
Water chestnut Paani singara
203
English-Hindi Equivalent Terms of Various Food Materials - Contd
Fruits
English Hindi
Apple Sev
Apricot Khoomani
Banana Kela
Custard apple Sharifa
Grapefruit Chakorta
Grapes Angoor
Guava Amrood
Lemon Nimbu
Mango Am
Papaya Papita
Peaches Arhoo
Pineapple Anaras
Plum Aloobokhara
Pomegranate Anar
Sweet lime Musambi
Spices
English Hindi
Asaftida Hing
Bay leaf Tejpatta
Cardamom Elachi
Cinnamon Dalchini
Cloves Laung
Coriander Dhania
Cumin Zira
Fennel Saunf
Fenugreek Methi
Hot spices Garam masala
Mace Javitri
Nutmeg Jaiphall
Oregano Ajwain
Red Chillies Lal mirch
Turmeric Haldi
204
Names of some Fish
and Shell Fish
Fish Shellfish
i) Anchovy,
ii) Bel
iii) Cod
iv) Herring
v) Salmon
vi) Sole
vii) Turbot
viii) Trout
ix) Pomfret
x) Beckti
xi) Rohu
xii) Katla
i) Snails
ii) Oysters
iii) Lobster
iv) Prawn
v) Crab
vi) Crayfish
Names of some
Herbs & herb
mixtures
Herbs are leaves or plants that are used fresh or dry to
a Flavour
b Garnish
c Stimulate palate
d Act as preservative
e Season the dishes
f Impart medicinal value.
Herb Uses
Oregano
Meat, sausages, soup, pizzas
Chervil
Garnish in salads. Flavouring hollandaise sauce
Chives
Flvouring salads and garnishing soups.
Dill
Garnishing salads, white meat dishes, salmon
Marjoram
Stuffing, roast pork, cream soups.
Rosemary
Lamb dishes and barbequed meat
Tarragon
Used with fines herbes mixture- in sauces
Thyme
Rubbed over beef or lamb before roasting, bouquet
garni.
How some mixture of herbs are used in cookery.
Bouquet garni
A bunch of herbs used as flavouring for stock,
soups, stews & other savoury dishes. It generally
consist an assortment of herbs & spices viz. 2 to 3
sprigs of parsley, a sprig of thyme, half a bay leaf, a
blade of mace, peppercorns & a clove. If the herbs
are fresh they can be tied together in a piece of
thread; if dried they must be tied in a small piece of
muslin. The bouquet garni is removed before the
dish is served.
205
Mirepoix
A mixture of vegetables carrots, onions, etc, with
herbs like thyme, with bacon, tomatoes etc. used
together to get an extract for flavouring like in
velout sauce.
Fines Herbes
A mixture of finely chopped herbs chives,
chervil, parsley, tarragon, used in omelets, fish,
poultry and salads.
29A- FOOD PRODUCTION- A BRIEF KNOWLEDGE ON PRODUCTION
EQUIPMENTS

EQUIPMENTS
EQUIPMENTS

EQUIPMENTS
EQUIPMENTS

030 -THE CULINARY TERMS

211
abats
Offal - kidneys, hearts, liver, heads, etc.
Aboyeur
The person who announces the food orders to the kitchen staff for preparation
Abricot
Apricot- a small peach like fruit.
Agneau
Lamb
Aiguillettes
Thin strips of duck breast or other poultry
Aiguiser
To sharpen- specially knives
Ail
Garlic- a pungent flavouring agent
A la broche
Cooked on a spit
A lAnglaise
In English style- specially indicating plain cooking
A la crme
Creamed or with addition of cream
A la gele
Jellied
A la Pole
Poached- cooked in simmering water
Ailment
Food
Alimentation
Service of food stuffs
Allonger
To stretch as in the making of pastry
Allumettes
Matchsticks- potatoes cut in very fine strips and deep fried.
Aloyau
Sirloin of beef
Amande
Almond- a nut
Amer
Bitter taste
Amidon
Carbohydrate- e.g. sugar, starch , etc.
Ananas
Pineapple
Anchois
Anchovy- a small fish, very salty, used as garnish
Angelique
Angelica- sweetened plant used for cake decoration- green in colour
Anguille
Eel- a long snake like fish
Anis
Aniseed- a pungent spice
Anneau
Napkin ring- a metal or wooden ring for holding napkins
Announcer
To announce Kitchen Orders
Apprt
To prepare
Aprs
After
Arachides
Peanuts
Aromates
Spices, herbs and roots
Arme
Aroma- fragrance or appetizing smell of a dish
Arroser
To baste cover roast meat with its juices
Asperges
Asparagus- green of white stick like delicate vegetable
Aspic
Aspic- a savoury jelly
Assaisonnement
Seasonings- salt, pepper, etc.
Assez
Enough
Assiette
Plate
Assiette ruse
Deep plate
Assiette a entremets
Dessert plate
Assiette a pain
Bread or side plate
Assiette plat
Flat plate
Assiette a potage
Soup plate
Assimilation
Digestion

212
Aubergine
Egg plant- brinjal
Aujourdhui
Today
Automne
Autumn- the season before winter
Avant
Before
Avec
with
Baba
Yeast sponge cake or bun soaked in syrup
Bain Marie
Hot water bath for keeping food at a constant warm temperature
Banane
Banana
Barder
To wrap meat with fat
Baron de Buf
Whole sirloin of beef
Barquette
Boat shaped small tartlet shaped pastry
Basilic
Basil a herb
Bcasse
Woodcock- a small game bird
Bchamel
Basic white sauce
Beignet
Fritter- a deep fried pastry
Betterave Rouge
Beetroot
Beurre
Butter
Beurre Noisette
Golden brown butter heated to taste of nuts
Bien Cuit
Well done (cooked)
Bire
Beer
Bifteck
Beef steak
Bisque
Shellfish soup
Blanchir
To blanch; a method of taking the outer skin of vegetables by putting them in hot water
and then soaking them in cold water, thus allowing a shrinkage of the topmost skin
Blanquette
A stew of white meat, usually veal
Blette
Overripe fruits
Bleue
Blue very rare done steak
Buf
Beef
Buf bouillon
Beef broth
Boire
To drink
Bol
Bowl or dish
Bol a confiture
Jam dish
Bombe
Ice cream, sweet dish half moon shaped
Bonbons
Sweets or sugar candies
Bordelaise
Rich red wine sauce
Bordure
Edge
Bouche
Small pastry case
Boucher
Butcher
Bouchon
Cork
Bouillon
Stocks for making soups or sauces
Boulette
Meat ball
Bouillir
To boil
Bouquet Garni
Seasoning parsley stalks, bay leaf and thyme, used together.
Bouteille
Bottle

213
Bouteille a huile
Oil cruet
Bouteille a vinaigre
Vinegar cruet
Braiser
To braise- a method of cooking meat
Brioche
Yeast roll, used for breakfast
Brunir
Brown
Brunoise
Tiny dice of meat or vegetables, used as garnish
Buffet froid
Cold Buffet
Cafetire
Coffee Pot
Caisse enregistreuse
Cash register
Caissier
Cashier
Canard
Duck
Cannelle
Cinnamon a pungent flavoured spice
Cpres
Capers pickled nasturtium seeds
Caramel
Burnt sugar
Caramliser
To coat with caramel
Carre
Best end- usually of lamb
Carte de vins
Wine list
Casse noix
Nut cracker
Casserole
Earthenware a covered saucepan used for baking items in the oven and serve the food
in them
Caviar
Caviar roe or eggs of sturgeon fish, usually found in the Black Sea and Caspian Sea
and hence it is an appetizer from Russia & Iran.
Cayenne
Hot red pepper a spice
Celestine
Strips of savoury pancake, used as garnish
Cendrier
Ashtray
Crale
Cereal
Cerf
Deer- a wild game animal giving the meat venison
Cerfeuil
Chervil a herb
Cerise
Cherries
Cervelle
Brains
Chaleur
Heat
Champignons
Mushroom
Chandelier
Candlestick
Chapelure
Fresh Bread crumbs (grated)
Chapon
Capon a castrated chicken bred for eating
Chteau Briand
Double fillet steak
Chaud-froid
Sauce with aspic used for cold buffet work
Chef de Cuisine
Head Chef, literally King oh the Kitchen
Chemisier
To line a mould
Chiffonnade
Salad, shredded and lightly cooked
Choucroute
Sauerkraut pickled cabbage
Chou-fleur
Cauliflower
Choux
Cabbage
Ciboulette
Chives a herb of onion family

214
Ciseaux a raisin
Grape scissors
Ciseler
To carve or chop
Citron
Lemon
Citron presse
Lemon press
Clair
Clear
Clarification
To clarify to make clear as in consomm
Cloche
Bell or cover
Cloche de Fromage
Cheese cover made of clear glass for easy display
Cocotte
Small earthenware pot
Comfiture
Jam
Commande
Order
Concasse
Roughly chopped tomato
Concombre
Cucumber
Consomm
Clear soup
Coquetier
Egg cup
Corbeille a Fruites
Fruit Basket
Corbeille a Pains
Bread Basket
Coriandre
Coriander a spice
Cote de Veau
Veal rib
Ctelette
Cutlet
Coupe a Champagne
Champagne saucer
Coupe a fruite
Fruit cup
Coupe a Glace
Ice cream cup
Couper
To cut
Courge
Pumpkin
Courgettes
Baby marrows
Court Bouillon
Stock
Couteau
Knife
Couvert
A cover on the table or place setting
Crabe
Crab
Crme
Cream
Crpe
Pancake
Cresson
Water cress a salad vegetable grown near water and used extensively as garnish
Crevette
Shrimp
Croquette
Minced meat or vegetables, rolled in the shape of a cork, coated with egg and
breadcrumb and then deep fried.
Croustades
Scalloped tartlet shells
Crotons
Cubes of fried bread used often as garnish for cream soups.
Crudits
Raw fine cut vegetables served as hors doeuvres
Crustacs
Collective name for all types of shellfish
Cuillre
Spoon
Cuire
To cook
Cuisine
Kitchen
Cuisseau de Buf
Veal leg

215
Cuivre
Copper
Cure-dont
Tooth pick
Dariole
Small beaker shaped mould
Darne
Thick slice of fish with central bone left in
Datte
Date- a sticky fruit form date plant
Daube
Method of stewing
De brasseur
To clear
De brasseur la table
Clear the table
De jour
Of the day e.g. menu of the day: carte de jour.
Dboucher
To open or uncork a bottle
Dcanter
To pour liquid form one container to another leaving the sediment behind.
Dcorer
To decorate
Djeuner
Breakfast
Dlayer
Dilute
Demain
Tomorrow
Demi glace
Thin stock flavoured and coloured, used as adjunct to brown sauce.
Dessert
Fruit course
Dessous de bouteille
Coaster
Dtrompe
To soak
Diable
Grills prepared with hot spices. (literally - Devil.)
Dinde
Hen turkey
Dindon
Cock turkey
Diner
Dinner
Dissoudre
Dissolve
Dorer
To brush with egg wash before baking to give glaze or shine to the food.
Duxelles
Fine minced stuffing of onions, mushrooms, etc.
Eau
Water
bullition
Boiling
cailler
To scale a fish
caler
To shell (like to shell peas)
chalote
Shallot
corcer
To strip or peel
cumer
To skim- soup or stew
embouteiller
To bottle to bottle a wine
embrocher
To cook on a spit
mincer
To cut in thin slices.
Ensuite
Afterwards
Entier
Whole, entire.
Entrecte
Fillet form the sirloin of beef.
Entre
Meat dish with sauce. Modern usage denotes all meat courses.
Entremets
Sweet course
Enveloppe
Envelope or wrapping
Envoyer
To send
ppiner
To de-seed fruit

216
Epices
Spices
plucher
To peel
Escargot
Edible snails- a delicacy
t
Summer
Etuver
To steam
Fade
Tasteless
Faisan
Pheasant
Faisander
To hang meat after killing to make it tender
Farce
Stuffing
Farcir
To stuff
Faience
Earthenware
Farine
Flour
Fcule
Starch- thickening for soups and sauces.
Fenouil
Fennel- a pungent vegetable
Fve
Broad bean
Filet de buf
Fillet of beef
Filet mignon
Fillet form saddle of lamb
Filtre caf
Filter coffee
Flageolet
White beans
Flamb
Flamed with spirit of liqueur
Flute Champagne Champagne Flute a glass in which champagne is served.
Foie
Liver
Foie gras
Liver of fattened goose
Fond
Bottom
Fond dartichaut
Artichoke bottom
Fond Blanc
Basic white stock
Fond Brun
Basic brown stock
Fond de veau
Back of veal
Four
Oven
Fais / Frache
Fresh
Fraise
Strawberry
Framboise
Raspberry
Frapper
To ice of mix with ice.
Fricasse
White stew of veal or poultry
Fourchette
Fork
Frite
Fries
Fromage
Cheese
Fumet
Essence of fish or poultry with herbs
Fruit de met
Assorted shell fish (literally fruits of the sea)
Fumer
Smoked meat or fish
Flourens
Crescents or shapes of puff pastry
Fines Herbes
Mixed herbs- parsley, thyme, etc.
Garon
Waiter
Garnir
To garnish, decorate or to accompany.

217
Gastronome
Writer or one knowledgeable about food
Gteau
Sponge cake, iced and decorated.
Glatine
Gelatin a dried substance which when placed in hot water melts and when added to
any mixture and refrigerated it helps the mixture to set.
Gele
Jelly
Glace
Ice , usually used to mean ice-cream
Gnocchi
Farinaceous dish an a par with spaghetti, but flat shaped.
Gourmet
One knowledgeable about food. Also means an exorbitant dinner.
Goter
To taste
Graisser
To grease
Grande Couteau
Large knife
Grande Cuiller
Large cooking spoon
Grande Fourchette
Large fork
Gratin (Au)
Dish topped with cheese and browned under the grill.
Grenouille
Frog the leg of which is considered as a delicacy in certain parts of Europe
Grillade
Frilled meat
Griller
To grill
Guridon
Service in the restaurant from side board or trolley from where the food is given the
finishing in front of the guest to make it edible and/or presentable
Hacher
To mince
Hachis
Minced meat
Hareng
Herring- a fish
Hareng fum
Smoked herring
Haricots
Beans
Haricots Vert
Green Beans
Heure
Hour
Hier
Yesterday
Hiver
Winter
Homard
Lobster
Hors duvre
Hors doeuvres appetizers or small tit-bits served as starters,
Htelier
Hotel manager or owner
Huile
Oil
Huiler
Oil cruet
Hutre
Oyster a shell fish
I ndigeste
Indigestible
I ngrdient
Ingredient
I nsipide
Insipid or tasteless
J ambon
Ham
J ardin
Garden
J ardinire
Mixed vegetables used when mentioning a particular garnish
Jaune duf
Egg yolk
J our
Day
J ournal
Newspaper
J us
Juice

218
J ulienne
Fine strips of vegetables
Lait
Milk
Laitue
Lettuce
Langouste
Cray fish, Spiny lobster
Langouste
Cray fish
Lapin
Rabbit a game animal
Lard
Bacon
Larder
Insert strips of fat into meat or poultry
Laurier
Bay leaf used for seasoning
Laver les vaisselles
Wash the dishes
Lgume
Vegetables
Lgumier
Vegetable dish
Lentille
Lentil
Levure
Yeast
Livre
Hare a game animal
Limonade
Lemonade
Linge
Linen
Liqueur
Liqueur a flavoured and sweetened spirit
Lis
Lily
Louche
Ladle
Macdoine
Diced vegetables or fruits
Macrer
Marinate or soak in liqueur
Maigre
Thin
Mais
Maize corn
Maitre d htel
Head waiter
Mandarine
Mandarin an orange like fruit
Manger
To eat
Maquereau
Mackerel a fish
Mariner
Marinate or soak meat in wine or other flavourings
Marjolaine
Marjoram- a herb
Marmelade
Marmalade orange jam
Marmite
Stockpot or casserole
Marron
Chestnut
Mdaillon
Round slice of lobster or meat
Mlanger
To mix
Melon
Melon
Menthe
Mint
Menu
Menu a list of dishes prepared by an establishment with price
Meunire
Fried in butter
Miel
Honey
Miette
Crumb of bread a morsel.
Mijoter
Simmer slowly
Mirepoix
A mixture of vegetables carrots, onions, etc, with herbs like thyme, with bacon,
tomatoes etc. used together to get an extract for flavouring like in veloute sauce.

219
Moelle
Marrow from bones
Moileton
Green flannel for table tops (the baize cloth)
Morilles
Edible fungi of mushroom family
Moudre
To grind
Moule
Mussel a shellfish
Moulin poivre
Pepper grinder
Mousse
Light sweet or savoury cold pudding made with beaten egg whites to which gelatin is
added to set
Mousseline
Puree with cream
Moutarde
Mustard
Moutardier
Mustard pot
Mouton
Mutton
Muscade
Nutmeg a spice
Museau de buf
Beef cheek
Nappe
Tablecloth
Napper
To coat with sauce or aspic
Napperon
Place mat
Nature
Plain- raw or boiled
Nouilles
Noodles
Noisette
Small nuts like hazel
Noyau
Stone - of fruit
Noix
Large nut like walnut
Nom
Name
uf
Egg
uf la coque
uf cocotte
Boiled egg in shell
uf Brouills
Scrambled Egg
uf Dur
Hard-boiled egg
uf Frit
Fired Egg
uf Poche
Poached egg
Oie
Goose
Oignon
Onion
Olive
Olive small oil rich fruit used frequently as garnish and appetizers
Omelette
Omelet
Orange
Orange
Orangeat
Candied orange peel
Orge perle
Pearl barley
Ortolan
A game bird
Os
Bone
Oseille
Sorrel or a spinach type of vegetable
Oui
Yes
Ours
Bear
Oursin
Sea urchin a spiny shellfish
Pain
Bread
Panade
Dough made from flour and milk or eggs.

220
Panais
Parsnip
Pan
Covered or fried in bread crumbs
Paner
To coat with breadcrumbs before cooking
Paner
To cover with breadcrumbs
Panera
Breadcrumbs
Panier
Basket
Papillote
Grease proof paper
Parer
To peel or trim
Pasta
Dried pastes spaghetti, lasagna
Patate
Sweet potato
Passoire th
Tea strainer
Pastque
Water melon
Pte
Paste or pastries
Paupiettes
Slices of meat or fish, rolled and stuffed
Pavot
Poppy
Patisserie
Pastries
Paysanne( la)
Literally means farmer; a type of garnish with uniformly cut fresh vegetables
Pche
Peach
Pcher
To fish
Pelle a gteaux
Pastry slice
Pelure
Rind or skin
Perdreau
Young partridge a game bird
Perdrix
Partridge
Persil
Parsley
Petit pois (pois)
Green peas
Pied
Foot
Pilaf
Rice cooked in the oven (pulao)
Plier
To pound or crush
Pincer
To colour slightly in the oven
Pince de forgeron
Lobster tong
Pince de sucre
Sugar tong
Pince de glace
Ice tong
Pintade
Guinea fowl a game bird
Piquant
Spicy or sharp tasting
Pipe
Icing tube
Pistache
Pistachio nut
Plat du jour
Literally Plate of the Day; i.e., Speciality of the Day
Plat Maigre
Vegetable dish
Plateau
Tray
Pocher
To poach
Pole
To casserole in butter
Pole
Frying pan
Poire
Pear
Poireau
Leek

221
Poisson
Fish
Poivre
Pepper
Pomme de terre
Potato
Pomme
Potato
Porc
Pork
Porcelaine
China crockery
Pot eau
Water jug
Porte cure dont
Tooth pick holder
Potage
Soup with vegetables
Pot bire
Beer mug
Potiron
Pumpkin
Poularde
Fowl
Poule
Hen
Poulet
Chicken
Poulpe
Octopus
Poussin
Baby chicken
Prendre la commande
Take command
Printemps
Spring
Profiteroles
Small balls of cooked choux paste
Prune
Plum
Pruneau
Prune
Queue
Tail
Queue de buf
Ox tail
Quenelles
Poached dumplings of forcemeat
Radis
Radish
Ragot
Brown meat stew
Raisin
Grape
Raisin de Corinthe
Current a type of berry like fruit
Rassir
To go stale
Rave

Grosse Rave

Petite Rave

Turnip

Radish
Recevoir
To receive
Rchaud
Hot plate
Rchauffer
To reheat food
Rduire
To reduce
Repas
Meal
Rince
Rinse
Rince doigts
Finger bowl
Ris de veau
Calves sweetbreads
Riz
Rice
Rissoler
Toss in hot fat or butter
Rognon
Kidney

222
Romarin
Rosemary
Rti
Roast
Roux
A mixture of equal quantity of flour and butter
Rosbif
Roast beef
Ros
Pink ( in relation to wine colour)
Safran
Saffron
Saignant
Rare done meat
Salade
Salad
Saladier
Salad bowl
Salaison
Salting
Salamandre
A gas over grill
Salire
Salt cellar
Salle manger
Dinning hall
Salmis
Stew of game birds
Salpicon
Diced mixed food bound with sauce
Sang
Blood
Sardine
Sardine a small fish
Saucer
To pour sauce
Saucire
Sauce boat
Saucisse
Sausage
Sauge
Sage a herb
Saumon
Salmon fish
Saumon fum
Smoked salmon a popular hors d oeuvre
Saut
Browned in butter, fat or oil; stir-fry
Sauteuse
Saut pan
Seau Champagne
Champagne bucket
Sec
Dry in relation to taste of wine
Sel
Salt
Selle
Saddle of lamb or veal
Semoule
Semolina
Service Caf
Coffee service
Singer
To sprinkle with flour
Sole
Sole a flat sea fish
Soubise
Onion pulp or sauce
Soucoupe
Saucer
Soupe
Soup
Souper
Supper
Sous Tasse
Literally means under cup; i.e. saucer
Sucre
Sugar
Sucre cristallise
Granulated sugar
Sucre cube
Cube sugar
Sucrier
Sugar bowl
Suer
Sweat to cook in pan without browning
Supremes
Fillet of chicken from breasts

223
Table
Table
Table de service
Service table
Table dhote
Menu of the day
Tabouret
Stool
Tamiser
To strain through a muslin
Tapis
Cloth or cover
Tartelette
Tartlet
Tartare
A derivative of Mayonnaise sauce served with fried fish
Tasse
Cup
Tasse caf

Demi tasse
Coffee cup

Literally means half cup, so named because the cup having half the volume of breakfast
cup. Means cup in which certain speciality coffee and after dinner coffee is served.
Temps
Weather
Terrine
Earthenware pot.
Also applies to pate of liver and pork
Tte de Veau
Veals head
Th
Tea
Thon
Tuna fish
Thym
Thyme a herb
Tide
Lukewarm or tepid
Tire bouchon
Corkscrew
Tomate
Tomato
Timbale
A conical mould or dish named so when cooked in this mould
Torrfier
To scorch
Torchon
A cloth for cleaning
Tranche
Slice
Trancheur
Carver; usually a kitchen staff engaged in the service area for portioning joints of meat
Tournedos
Round fillet steak
Tripes
Tripe
Truite
Trout a fresh water fish
Truffe
Truffle a circular mushroom type fungi
Vache
Cow
Vaisselles
Dishes (plates)
Vanille
Vanilla
Vase a fleur
Flower vase
Veau
Veal
Velout
A mother sauce prepared with brown roux and stock from chicken, fish, meat or beef.
They are named in accordance to the stock from which they are made.
Verre
Glass tumbler
Verre glace
Ice cream glass
Verre pied
Stemmed glass
Viande
Meat
Vin
Wine

224
Vinaigre
Vinegar
Vinaigrette
A dressing for salad where vinegar is used as the base
Vinaigrier
Vinegar cruet
Vol au vent
Round case of puff pastry- filled with savoury stuffing
Volaille
Poultry a large chicken over 1 kg in weight
Zeste
Zest the yellow film of the rind of orange or lemon.

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