UNIT-1

EVOLUTION OF THE CATERING INDUSTRY

A hotel or inn is defined by the British law as ‘a place where a bonafide

traveler can receive food and shelter, provided he is in a position to
pay for it and is in a fit condition to be received’. The hotel must
provide food, beverage and lodging to travelers on payment and has in turn,
the right to refuse, if the traveler is drunk, unkempt or not in a position to pay
for it.
The word HOTEL has derived from the Latin word “Hospitum” the hall in a
medieval monastery where guests were given hospitality. It became
“Hospice” then “Hostel” and eventually “Hotel”.
The hotel industry is perhaps one of the oldest commercial endeavors in the
world. The first inns go back to the 16th century BC.
The monasteries provided shelter for the religious orders and the pilgrims,
while the soldiers never had any trouble finding bed and board. It must have
been in this scenario, that some ingenious villager or farmer saw the potential
in providing, at a cost, lodging to tired travelers.
These conditions prevailed for several hundred years. In England public
houses were normally called “inns” or “taverns” The advent of the industrial
revolution in England brought ideas and progress in the business of inn
keeping. The development of the railways, steam engines, and steam ships
made traveling more prominent. The industrial revolution also changed travel
from the earlier social reasons to include travels for government purposes,
business, etc.
The lead in hotel keeping was taken by the nations of Europe, especially
Switzerland. It was in Europe that the birth of an organized hotel industry took
place in the shape of ‘chalets’ and small hotels, which provided a variety of
services. Around 1760, a type of establishment came into vogue, in Paris
called hotel garni, or a large house in which apartments were let by the day or
week or month. Hotels with managers, receptionists and uniformed staff
arrived gradually. By the beginning of the 19th century, Scotland also started
providing inexpensive but well furnished luxurious rooms for travelers. The
idea of the resort hotels in Europe also developed at this time. In North
America, accommodation for travelers followed a similar pattern as in
England, but at the turn of the 18 th century, several cities of the eastern
seaboard had purpose-built hotels and in the 1st half of the 19th century, hotel
buildings spread across America to the pacific coast.
Managing dining services is a relatively new concept of
food and beverage operations throughout the world. In the 19th century even
those people who could afford to eat out generally did not. In America, the
situation started to change in 1827, when the Delmonico brothers from
Switzerland opened a pastry shop and café in New York City. After they
opened their first restaurant few years later, the art of food service began to
be recognized as an important part of the dining experience. No longer was it
enough simply to serve good food in a public place, it also had to be served
courteously and graciously, accompanied by the best wines in pleasant
surroundings.
The arrival on the hotel scene of another Swiss man, Caesar Ritz did much to
alter attitudes towards public dining in Europe. When Ritz met August
Escoffier in 1880, the stage was set for European dining fashion to change.
They had exacting standards with superb cuisine impeccably and stylishly
served. Public dining gained respectability and by the turn of the century, it
had become proper even among the staid upper classes of London.
In the 20th century, the idea of chain hotels was developed by Mr.E.M.Statler.
It involved a big investment, big profits and skilled professionals to manage
the business. The depression in1927 and the outbreak of the world wars led to
the development of two new concepts; motels and international chain
operations. The establishment of the different catering schools to produce
trained and skilled professionals to face the challenge of the rising industry of
the day obviously followed.
Some of the other interesting milestones in the growth of hotel industry are:
• Indoor plumbing introduced in hotel industry- 1834
• Steam elevators were first used in hotel in 1853
• The Netherlands hotel in New York City was the first to have
telephones in the rooms in 1894.

GROWTH OF HOTEL AND CATERING INDUSTRY IN INDIA

The development of the hotel and catering industry is often attributed to the
development of transportation in a country. In India, resting houses called
serais and dharamshallas were established on high ways by kings and
emperors of the ancient and mediieval periods.
This gradually changed with the advent of the Europeans. The movement of
people both political and pilgrimage stressed the need for better and improved
facilities to cater to the varied needs of the various classes of the society.
In india, the development of catering can also be attributed also to the legacy
left by people belonging to different cultures and ethnic groups who have
ruled her. The moguls, the French, the English all brought their culinary art.
The development of catering in India as we see it today is chiefly due to the
British, who had introduced hotels and restaurants similar to those found in
Europe.
Most of the modern hotels that sprouted were managed by European families.
The Bombay hotels were opened in 1799. The first hotel to give a la carte and
table de hote menu was British hotel which was started by Pallonjee
Pestonjee in 1945. Then came the Auckland hotel in Calcutta and Connemara
hotel in madras in the year 1870 by E.A.Oakshroff. But now this property
belongs to taj group.
In 1902, the Indian hotels company was started by Jamshedji Nusserwanji
tata. In 1903 he raised finance invested his own money, hired the best
architects and craftsmen and build the exquisitely beautiful Taj mahal hotel in
Bombay with 220 rooms. In 1971-72, a beautiful palace of Rajasthan was
linked up to the taj, the lake palace in Udaipur, a marble dream, afloat lake
pichola and the rambagh palace, originally created at the height of rajput
splendor in jaipur. This chain was born.
In 1974, a new company “the oriental hotels limited” built the taj coromandel
hotel in madras. Fort aguade beach resort was added to the taj group which
was built by Indian resorts hotels ltd
Mohan Singh Oberoi took Carlton hotel in shimla on lease in 1927, renamed as
Clark’s hotel. He took a building in 1933 and built grand hotel in Calcutta.
Oberoi hotel pvt. Ltd. Was renamed as east India hotels ltd. And was
registered in Calcutta in 1949.
Since the 50’s there has been so many new hotel chains that formed and
paved the way to the present situation of the hotel/ hospitality industry.

THE STORY OF THE TAJ GROUP OF HOTELS

The taj group of hotels is one of the largest chains in India with several hotels
abroad also. The present hotel, the taj mahal hotel, Bombay is rated among
the 10 best in the world. The founder of the house of tatas, Mr. Jamshedji Tata
in 1887, formed the Indian hotel company, and built the exquisitely beautiful
taj mahal hotel in Bombay. The door opened in 1903 and has been an
important landmark opposite the gateway of India ever since.
In 1971, the 220-room taj mahal hotel in Bombay was converted into a 325
room hotel, and a multi-storey structure was built adjoining the original
property.
In 1972, the lake palace at Udaipur and rambagh palace in jaipur were linked
to the taj and a chain was born.
In 1974, a new company was floated, which created the taj coromandel in
madras. In the same year the chain broadened with acquisition of the fort
aguade beach resort in goa.
In 1976, the fisherman’s cove was built. It is a 30 minutes drive from madras
on the bay of Bengal with a private beach.
In the same year the taj group opened the taj flight kitchen in Bombay
catering to both domestic and international flights.
In 1978, the glittering Taj Mahal hotel was opened in Delhi and this was
followed two years later in Varanasi by the taj Ganges.
In 1980’s saw the rapid expansion of the group- the gigantic taj palace in New
Delhi; the Shiv Nivas palace at udaipur; another flight kitchen in new Delhi
airport; the taj residency in Bangalore, at Ooty; the raj mahal palace at jaipur
and the taj view hotel in Agra, Sri Lanka. And the chain continues to expand in
abroad also.
OBEROI HOTELS

Rai Bahadur mohan Singh Oberoi, chairman and founder of Oberoi hotel was
born in august 1900 in bhaun, a small village in what is now Pakistan.
Soon after his marriage in 1922 he arrived penniless in Shimla, and found a job
as a front office clerk in the Cecil hotel at a salary of Rs.40 per month. Some
years later he moved to clarks hotel and gained experience in all aspects of
the hotel operations. In 1934, he bought clarks hotel by mortgaging all his
assets and selling his wife’s jewellery.
In the early 1930’s a cholera epidemic struck Calcutta and the grand hotel, the
largest in the city was forced to close. In 1938, Mr. Oberoi acquired the grand
and converted it into a profitable business venture. The Oberoi grand remains
to this day Calcutta’s leading hotel.
In 1943, Mr. Oberoi took over the associate of India with eight hotels in
northern India including the Cecil in Simla, maidens and imperial in Delhi, and
4 hotels now in Pakistan. The Oberoi chain grew rapidly with hotels in
Gopalpur, Darjeeling, Chandigarh and Srinagar.
The Oberoi international in New Delhi, which opened in 1965, was the first
modern luxury hotel in the capital. The 35-storey Oberoi towers opened in
Bombay in 1978, the tallest building in India. Runs the
Mr. Oberois dedication to the industry is evident from the Oberoi centre of
learning and development based in Delhi.
Oberoi is now part of the international chain of hotels which has properties
not only in India but also in Australia, Indonesia, Egypt, Sri Lanka, Singapore,
Zanzibar and Nepal.
Mr.Oberoi was named as ‘Man of the world’ for 1983 at the annual convention
of the international hotel association in New York and selected as the
outstanding hotelier of the year by the hotels and restaurants international.

INDIA TOURISM DEVELOPMENT CORPORATION

ITDC (India Tourism Development Corporation) that runs the largest hotel
chain of India has largely contributed in the development of tourism industry
in India. It was founded in 1965.
ITDC after its formation put in exceptional effort to promote the exceptional
effort to promote the hotel industry as well as tourism by developing new
hotels and tourism spots.
ITDC launched its first own project for a five star hotel in Bangalore that is
Bangalore Ashok and soon launched another hotel in Delhi in the name of
Akbar Hotel and thus started the unending story of growing upcoming hotels
all over India and abroad which has now made ITDC one of the largest
international hotels chains.
The Ashok group of hotel is but the one of the services provided by the state –
Owned by the Indian Tourism Development Corporation. It has the largest
network of hotels in the country. ITDC has promoted the concept of joint
venture hotels, both with the state government and private entrepreneurs for
setting up, running and marketing hotels under the Ashok Brand name.
ITDC runs duty free shops at all the international airports, both in the arrival
and departures halls. Its range of products on sale and the competitive prices
make the ITDC duty – free shops a real bargain in Asia.
The corporation also runs the few restaurants, with specialized cuisine. It has
restaurants, in Agra, en route Agra, in distant Moscow, the soviet capital and
in the Wellington, New Zealand.
ITDC has also entered into agreements for running hotels overseas, and the
first of its hotels is underway in Cuba. Other hotel and restaurants project
have also been taken over places in the world.

THE ASHOK GROUP – THE LARGEST CHAIN IN INDIA

The ashok group of hotel is India’s gracious and regal host to leading national
and international visitors. This group is known for its unique mix of traditional
Indian facilities that are beyond compare. The group has 39 hotels in 32 major
destination .The range of hotels varies from Five star deluxe to first class to
budget, depending on tourist needs.

The hotels have now been classified into 3 categories –Elite, Classic and
Comfort. The
6 Elite hotels are Ashok group’s five star deluxe properties that cater to the up
market clientele. The classic group comprises of sixteen unites that meet the
expectations of the business travelers and mid market guests. The comfort
category provides home comfort located across the capital.

The ashok hotel, the group’s flagship, offers the largest conventional hall in
India with the capacity of seating 2500 people and is named after the
legendary philanthropist emperor Ashok. The hotels of the group are the
Samrat ,Qutab,Kanishka ,Janpath,Lodhi, Ranjeet and Ashok Yatri nivas- their
names reflecting india’s rich heritage.

Six ashok group of hotels are situated in west India

Jaipur,Udaipur,Aurangabad,Kolhapur and Pune.Udaipur studded with palaces,
Lakes and temples has the Laxmivillas Palace Hotel.Jodhpur ,another
beautiful city of Rajasthan ,has Ratanada Ashok , Aurangabad ,situated in the
heart of Maharashtra ,is the base for visiting Ajanta and Ellora. Shalie Palace
Ashok in the princely town of kolhapur and Executive Ashok in pune
complement the Ashok group in the west.

In central India, the varanasi Ashok situated in the holy hindu city ,provides
the base for tourists to explore the city. Located top Shamlan Hlls in Bhopal is
hotel Khajuraho Ashok Built in the shadows of the famous , thousands years
old Khajuraho Temples.Hotel Jammu Ashok, in the north of the country ,
provides a convenient base for excursions into the beautiful valley of Kashmir.
Manali, in himachal hills has Manali Ashok.The Bharatpur Forest lodges
strategically positioned in the heaven of indigenous and migratory binds .
Agra, the city of Taj Mahal, has hotel Agra Ashok.

Even within a nation as varied as India, the diversity of culture and landscape
of eastern India encapsulates the mystry and beauty of the orient .there are
ashok groups hotels at ranchi ,Calcutta,puri and bhubaneswar.The latter is an
excursion base for the sun Temple at Konark and chilka bird sanctuary .Puri
combines the pleasure of a sea side resort with the privilege of being one of
the most secret pilgrim centres of India.

The sound proof Ashok at Dum Dum Airport in kolkata is ideal for transit
passenger Brahmaputra Ashok at Guwahati one can explore Kaziranga – the
home the of –hornned rhinosors in shillong, the capital city of meghalaya , the
ashok group is represented by pinewood ashok. Japfu ashok named after one
of the picks of nagaland is positioned at kohima.Emphal Ashok nestles in
manipur’s woodit hills.

The ashok group offers a complete Indian experience with an ever –

increasing network at taking care of its guests, with a combination of
dependable comfort and traditional Indian hospitability
WELCOMGROUP HISTORY
Welcomgroup is the hotel division of ITC entered in field of hoteliering in 1975
with the opening of Chola in Madras.2 more hotels, Mughal in Agra in 1976 and
Maurya in New Delhi in 1977 followed in rapid succession. Firmly establishing
welcomgroup as one of the fastest growing groups in India. After 1977 welcom
group went into the management operation and marketing of hotels owned
wholly by other entrepreneurs, or jointly with ITC.

Welcomgroup as completely new concept in hoteliering in India .the chain’s

philosophy of individuality was set up by its first 3 hotels ,each of which 2 as
its themes a famous density from india’s passes namely ,Chola ,Mughal, and
the Mauryan.

ITC Shereton Management signed an exclu ccession,sive agreement with

welcomgroup in 1979,in the field of marketing and reservation for 3 hotels of a
welcomegroup . in 1987 welcomgroup Windsor manor and sea rock were
sheratonised. Welcomgroup Adyar park has been included in this agreement
renaming the hotel as WG park Shereton. Recently opened welcomgroup
Rajputana Palace Shereton Hotel in jaipur has also been brought un
ccession,der the Shereton Banner.
All welcomgroup hotels are equipped to meet the most stringent international
standards of efficiency service and state of art technology.
In every hotel , local Indian elements blended beautifully with ,the most
sophisticated comfort and facilities .

1974 The hotels divisions of ITC Ltd. Eastablished as: Welcom

hotels and individuals.
1975 Opening of Welcom group Chola Shereton (Madras)
1976 Opening of Welcom Group Mughal Shereton( Agra)
1977 Opening of Welcom group Maurya Shereton hotels and towers
( New Delhi)
1978 Opening of Welcomgroup Rama International (Aurangabad)
Opening of Welcomgroup Umaidbhavan (Jodhpur)
Opening of welcomgroup Usha Kiran Palace (Gwalior)
1978-79* Rajendra Villas Palace (Mysore)
Hotel at Gorakhpur
1978-86* WG Banjara ( Hyderabad)
1978- 89* Wg Drunk (Bhutan)
1979 Opening of Welcome Group Sea Rock Sheraton (Bombay)
Opening of Welcome Group Royal Castle (Khimsar)
Marketing agreement with Sheraton Management Corp. the
second largest hotel chain in the world
1979-81* Fernhill Palace (Ooty)
1979-88* Welcom Group Cida de Goa (Goa)
1980* Welcome Hotels and Indovilles become Welcome
Group
1980* Welcom group High Land (Kargil)
1980-93* Welcom group Maurya Patna (Patna)
1980 Opening of Welcome Group Bay Island (Port Blair)
1981-82* Palace Hotel at (Bhopal)
1981-82* Palace Hotel at (Bharatpur)
1982 Opening of Welcom group Windsor Manor Sheraton
(Bangalore)
Expansion Of Welcom group Maurya Sheraton Hotel and
Towers (New Delhi)
1982-84* Welcomgroup Mumtaz (Agra)
1983 Welcomgroup Gurkha House Boats (Srinagar)
1983-90* Welcomgroup Nilambagh Palace (Bhavnagar)
1985 Opening of Welcomgroup Park Sheraton (Madras)
1986 Opening of Welcomgroup Vadodra (Baroda)
Opening of Welcomgroup Manjarun (Mangalore)
1988* Welcomgroup Valley View (Manipal)
Welcomgroup Graduate School of Hotel Admn. (Manipal)
1989 Welcomgroup South Park (Trivandrum)
1989* Welcomgroup Nedous (Srinagar)
1992 Welcomgroup Rajputana Palace Sheraton (Jaipur)
1992-93* Span Resorts (Manali)
1993 Welcomgroup Central Park (Bangalore)

The Railway and Airlines have and still do play a major role in the
growth of the hotel and catering industry.

RAILWAY CATERING

In the mid nineteenth century the railway network began in India with
an operation that was to extend the length and breadth of the vast
subcontinent. With travel made easier, people travelling from one part of the
country to the other, required food and drink on route. At most of the large
stations catering Refreshment Rooms were opened. The trains would halt for
an appropriate length of time so that the passenger could get a simple meal.
Third class passengers, unable to afford the luxury of eating in the
Refreshment Room could get snacks from the numerous vendors on station
platforms.
Railway companies (as most part of each region had its own) even went
to the extent of setting up hotels attached to the station so that passengers
who were travelling from one region to another could spend the night before
or after in relative comfort. The luxury of Sleeping Cars and Restaurants Cars
were a turns of much later development.
At turns of the century, the railway ministry decided to contract out the
catering requirements to attract companies with a catering background so
that the traveler could be more professionally served during long journeys.

THE ROLE OF SPENCERS IN RAILWAY CATERING

The association of the Spencers, with railways began as early as 1910.

Spencers was a company of repute with a large network all over India.
Catering was done on a contractual basis. The catering and hotels division of
Spencers was responsible for these operations.
The Spencer’s were catering under their own name to the M and SR
(Madras and Southern Railways) and under the name of “Brodons”. They were
catering to the G.I.P.R. (Great Indian Peninsular Railways) whose head
quarters were in Bombay, Gujarat, etc. Under the name of “Kellners” they
created the BNR
(Bengal Nagpur Railways) and also the N.W.F.R (North West Frontier Raiway)
and between Delhi, Amritsar and Lahore. Even at that time Spencer’s had as
many as 180 refreshment rooms all over India. The size of the restaurants, the
staff and the menu were structured to meet most of the demands the people
passing through the particular area.
 Even the smallest restaurant had:
A manager
A cook-cum-waiter (known as butler in those days)
A cleaner

The biggest refreshment room had a bar attached since prohibition was
non-existent then. Still larger facilities even dispensed such items as simple
medicines, aerated drinks and tobacco.
In minor trains, the guard on checking tickets would take orders from
the passengers of first, second and even third class passengers and telegraph
same to the station ahead, depending on the time of the train. Food, crockery,
cutlery and glassware were brought in baskets which would hold food for 2-3
persons. Food for one person was usually preplated while for 2 or more the
food was served in ceramic dishes. Obviously, the size of the basket was quite
large, measuring 2 feet by 1 and a half feet. The most interesting part of the
operation was that of the halting of trains was adjusted to suit the meal
timings. In faster trains, Express and Mail they had pantry cars and
restaurants on wheels, fitted with a rectangular kitchen, a pantry and an
eating area. The cooking fuel was coal. Menus were quite elaborate and
reflected British preserves and tea or coffee. Lunch would include soup,
chicken or mutton curry before concluding with desert.
Catering was considered as an amenity promised to traveler, rather
than as a business. The food served was cheap and wholesome. This was
possible because Spencer were given free supplies of coal and free freight for
all provisions and perishables. Aerated water were supplied to refreshment
room by the representative zonal factories.
After Independence Spencer lost the contract, being a foreign company.
TYPES OF CATERING ESTABLISHMENTS

An organization that provides food and beverage is called a catering

establishment. There are a number of ways of classifying food and beverage
operations in today’s catering field. There are primary catering establishments
and secondary catering establishments.

Primary catering establishments

Establishments such as hotels, restaurants and fast food outlets which are
primarily concerned with the provision of food and beverage are called
primary catering establishment.

Hotels: the main purpose of hotels is to provide accommodation, which may

or may not include the service of food and beverage. A hotel may be a small
family-run unit providing a limited service in one restaurant, or a large luxury
hotel providing service through a number of outlets such as coffee shop, room
service, banquets, specialty restaurant, grill room and cocktail bars. The
service in
These types of hotels are usually personalized and the tariff is very high, as
they generally cater to persons of a high social standing. Medium class hotels
are similar to luxury hotels, though their surroundings are less luxurious and
the facilities are not of the same standard as those available in the luxury
category. The prices in the various categories of hotels often depend upon the
service and choice of food and beverage that they offer to their clientele.

Restaurants
Restaurants are of different standards. A specialty or an grade restaurant’s
objective is the provision of food and beverage. The food, service and prices
are often comparable to those of similar restaurants in luxury hotels. They
offer a wide choice from an elaborate menu and a very high quality of service
Bars
This is a licensed part of the hotel serving alcoholic beverages. The drinks as
well as cocktail snacks may be provided at the counter, where the guests are
seated on high stools/ chairs and the same will be served at seated tables by
the waiter. The main person around whom the bar functions is the barmaid/
bartender. The atmosphere may be enhanced with music

Pubs
The idea of pubs is fairly new in India. It has been borrowed from the concept
of public houses in England and adapted to Indian conditions. They are geared
to provide service of all types of alcohol with an emphasis on draught beer
and good music. Food may also be served from a limited menu.
Discotheques
These are outlets which may be opened for few hours on every days or
weekends. These are characterized by its provision of dance floor where the
guests entertain themselves to recorded or live music. Usually snacks or fork
buffet is provided, apart from alcoholic beverages.

Night club
These are outlets in the late evenings with dinner/supper. The atmosphere in
the late evening with dinner/supper. The atmosphere is formal and admission
may be restricted to members and guest. Special feature of night club is
cabaret and some games may also be provided. Alcoholic beverage are also
served.

Secondary catering establishments

In secondary catering establishments, the provision of food and beverage is a

part of another business such as welfare catering and industrial catering.
Catering establishments are usually classified on the basis of the demands
being met by them. The main aim of nay catering organization is to attract
different sections of the public to use its facilities, keeping in view the price
of food and service it offers in relation to the location of the property and the
class of clientele it attracts.

Departmental catering
Some departmental stores, apart from carrying on their primary activity of
retailing their own wares, provide catering as an additional facility. This type
of catering evolved when large departmental stores wished to provide food
and beverages to their customers as a part of their retailing their own wares,
provide catering as an additional facility. This type of catering evolved when
large departmental stores wished to provide food and beverages to their
customers as a part of their retailing concept. It is inconvenient and time
consuming for customers to take a break from shopping, and have some
refreshments at a different location. Thus arose the need for some sort of a
dining facility in the departmental store itself. This style of catering is
becoming more popular and varied nowadays.

Club catering
This refers to the provision of food and beverages to a restricted clientele.
The origin of this service can be traced back to England, where membership of
a club was considered prestigious. Today, in India there is a proliferation of
clubs to suit different needs. Clubs for people with similar interests such as
turf clubs, golf clubs and cricket clubs, to name a few, have sprung up. The
service and food in these clubs tend to be of a fairly good standard and are
economically priced.
Night clubs are usually situated in large cities that have an affluent urban
population. They offer entertainment with good food and expensive drinks

Transport catering
The provision of food and beverages to passengers, before, during and after a
journey on trains, aircraft, and ships and in buses or private vehicles is termed
as transport catering. These services may also be utilized by the general
public, who are in the vicinity of a transport catering unit.
The major forms of modern day transport catering are airline catering, railway
catering, ship catering and surface catering in coaches or buses which
operate on long distance routes.

Airline catering
Catering to airline passengers on flights, as well as at restaurants situated at
airports is termed as airline catering. Modern airports have a variety of food
and beverage outlets to cater to the increasing number of air passengers.
Catering to passengers en route is normally contracted out to a flight catering
unit of a reputed hotel or to a catering contractor

Railway catering
Catering to railway passengers both during the journey as well as during halts
at different railway stations is called railway catering. Traveling by train for
long distances can be very tiring; hence a constant supply of a variety of
refreshment choices helps to make the journey less tedious.

Ship catering
Voyages by sea were once a very popular mode of traveling, but with the
onset of air travel, sea voyages have declined sharply. However, recently it
has again become popular with a large number of people opting for pleasure
cruises. Both cargo and passenger ships have kitchens and restaurants on
board. The quality of food, service and facilities offered depends on the class
of the ship and the price the passengers are willing to pay.
There are cruises to suit every pocket. There are cruises of two to five days
duration which offer budget accommodation comparable to a limited service
hotel while luxury cruises of seven days to three months duration offer
luxurious staterooms and various other facilities that are comparable to a first
class report. Luxury cruises pamper travelers with deluxe accommodation and
attentive and specialized service at a very high premium
All these ships provide a variety of food and beverage service outlets, to cater
to the individual needs of the passengers. They range from room service and
cocktail bars to specialty dining restaurants. The ships that cater to the
cruise sector today are virtually floating palaces with every conceivable guest
service available aboard them
This sector has been growing in popularity in recent times, and has become
affordable to a large cross- section of people. Cruise companies offer
attractive packages to passengers. To provide these services, a considerable
demand for professional trained manpower has been created.

Industrial catering
The provision of food and beverages to people at work, in industries and
factories at highly subsidized rates is called industrial catering. It is based on
the assumption that better fed employees are happy a more productive.
Today, labour unions insist on provision of this facility to employees
Catering for a large workforce may be undertaken by the management itself,
or may be contracted out to professional caterers. Depending on the choice of
the menu suggested by the management, catering contractors undertake to
feed the workforce for a fixed period of time at a predetermined price.

Leisure-linked catering
This type of catering refers to the provision of food and beverages to people
engaged in leisure. The increase in leisure and a large disposable income for
leisure activities has made it a very profitable form of catering. This includes
the provision of food and beverage through different stalls and kiosks at
exhibitions, theme parks, galleries and theatres.

Hospital catering
Here wholesome regulated diet is provided to patients usually on a no profit
no loss basis.
Eg. Regulated diet for diabetic, jaundice patients

Orphanages/destitute homes
These function on raised funds by charity and thereby true welfare

Schools
These provide nutritious diet for students either for breakeven/ meager profit.

Prison
Here the meals provided are only for the prisons.

The forces
The army, navy and the air force provide meals to its members on a subsided
rate
UNIT-2

ORGANIZATIONAL HIERARCHY OF FOOD AND BEVERAGE SERVICE

DEPARTMENT

Food and beverage service department

The food and beverage service department usually has the largest staff. Able
leadership and supervision is required to effectively direct the department and
guide the staff.
The personnel in the food and beverage service industry require practical
knowledge of operations as even a small error can cause displeasure to the
guest. Coordination of activities of all outlets is essential to provide the guest
with quality service at all times.

THE FOOD AND BEVERAGE SERVICE MANAGER

The food and beverage manager is the head of the food and beverage service
department, and is responsible for its administrative and operational work. It
is said that a food and beverage manager is a jack-of-all-trades, as the job
covers a wide variety of duties.
Functions of food and beverage manager:
Budgeting:
The food and beverage manager is responsible for preparing the budget for the
department. He should ensure that each outlet in the department achieves the
estimated profit margins.
Compiling new menus and wine lists:
In consultation with the chef, and based on the availability of ingredients and
prevailing trends, the food and beverage manager should update and if
necessary, compile new menus. New and updated wine lists should also be
introduced regularly.
Quality control:
The food and beverage manager should ensure quality control in terms of
efficiency in all service areas, by ascertaining that the staff is adequately
trained in keeping with the standards of the unit.

Manpower development:
The food and beverage manager is responsible for recruitment, promotions,
transfers and dismissals in the department. He should hold regular meetings
with section heads, to ensure that both routine as well as projected activities
of the department go on as planned. He should also analyze the shortcomings
in the activities and ensure improvements.

ASSISTANT FOOD AND BEVERAGE MANAGER:

This position exists only in large organizations. The assistant food and
beverage manager assists the food and beverage manager in running the
department by being more involved in the actual day-to-day operations.
An assistant food and beverage manager’s job includes:
• Assisting section heads during busy periods
• Taking charge of an outlet, when an outlet manager is on leave.
• Setting duty schedules for all the outlet managers and monitoring their
performance.
• Running the department independently in the absence of the food and
beverage manager.

RESTAURANT MANAGER:
The restaurant manager is either the coffee shop manager, bar manager or the
specialty restaurant manager. The restaurant manager reports directly to the
food and beverage manager and has overall responsibility for the organization
and administration of a particular outlet or a section of the food and beverage
service department
The restaurant manager’s job includes:
• Setting and monitoring the standards of service in the outlets.
• Administrative duties such as setting duty charts, granting leave,
monitoring staff positions, recommending staff promotions and handling
issues relating to discipline.
• Training the staff by conducting a daily briefing in the outlet.
• Playing a vital role in public relations, meeting guests in the outlets and
attending to guest complaints, if any.
• Formulating the sales and expenditure budget for the outlet
• Planning food festivals to increase the revenue of the outlet along with
the chef and the food and beverage manager.

ROOM SERVICE MANAGER:

The room service manager reports directly to the food and beverage manager
and is responsible for the room service outlet. The room service manager
checks that the service rendered to the guests conforms to the standards set
by the hotel. He also monitors all operational aspects of the outlet such as
service, billing, duty charts, leave and absenteeism, in addition to attending to
guest complaints regarding food and service.
The room service manager is also in charge of the sales and expenditure
budget. Since room service is the outlet which is most liable to have
problems, the room service manager should ensure coordination among the
room service order taker, the captain and the waiter. It is necessary for the
room service manager to be present in the outlet during peak hours to interact
with other departments of the hotel and to take regular inventories of all the
equipment used. In the event of the hotel offering valet service, the room
service manager takes charge of that service as well.
BANQUET MANAGER
The banquet manager too is responsible for the functioning of his outlet, but
as the banquet outlet is a major revenue earner in the food and beverage
department, the work load is more intense and heavier.
From the time the bookings are done till the guest settles the bill, the banquet
manager is in charge of all areas of banquet and conference operations. He
supervises the work of the banquet sales assistants who do the banquet
bookings and the captains and waiters who perform the service activities
under his guidance. He is responsible for organizing everything right down to
the finest detail.
The banquet manager projects the budget of the banquets, and works in close
coordination with the chef in setting menus. He is responsible for making an
inventory of all the banquet equipment and maintaining a balance between
revenue and expenditure.
Banquet managers may also be designated as assistant managers in the food
and beverage service department.

ASSISTANT BANQUET MANAGER:

Depending upon the size of the establishment and the number of banquet
halls, there may also be an assistant banquet manager who maintains banquet
records, takes bookings and monitors correspondence. In short, he ensures
the smooth operation of all functions, by giving clear and precise instructions
to the concerned staff. This job can also be done by a banquet sales executive
or banquet sales assistant.
The assistant banquet manager is in charge of the actual performance of the
functions held in the banquet department. He coordinates with the senior
captain and is in charge of inventories, billing and briefing. He also deals with
complaints from the guests and liaisons with various agencies for banquet
requirements.
The assistant banquet manager should be aware of all that is happening in the
banquet outlet, as he is responsible for the success of each banquet from the
beginning to the end. In short, an assistant banquet manager performs both
the functions of managing the office and monitoring banquet operations.

BANQUET SALES ASSISTANTS:

They are responsible for managing the banquet reservation system in the
banquet office.
They normally work in shifts and take bookings for all functions to be held in
the hotel. They prepare the function prospectus or banquet function contract
that contains all the details of the proposed function, according to the guest’s
needs. They coordinate closely with the banquet operational staff to ensure
that the function is planned as specified in the booking form. They interact
closely with the other departments of the hotel, on behalf of the operational
team in the banquets. They report to the banquet manager.
\teamwork is the watchword in any food and beverage service department. A
dedicated and committed team, with able leadership, under ideal working
conditions helps in fulfilling the establishment’s ultimate goal of guest
satisfaction.

SENIOR CAPTAIN OR MAITRE D’ HOTEL

The senior captain has overall responsibility for operations. He prepares the
duty charts in consultation with the outlet manager. He oversees the misc-en
place, cleaning, setting of the outlet and staffing to ensure that the outlet is
always ready for service.
The senior captain receives the guests and hands them over to the captain or
station holder. He takes orders from guests if the captain is unable to do so.
The senior captain should be an able organizer and also be prepared to take
over the duties of any member of the staff as and when required.

CAPTAIN OR CHEF DE RANG:

This position exists in large restaurants, as well as in the food and beverage
service department of all major hotels. The captain is basically a supervisor,
and is in charge of a particular section. A restaurant may be divided into
sections called stations, each consisting of 4 to 5 tables or 20 to 24 covers.
A captain is responsible for the efficient performance of the staff in his
station. A captain should possess a sound knowledge of food and beverage,
and be able to discuss the menu with the guests. He should be able to take a
guest’s order and be an efficient salesperson. Specialized service such as
gueridon work involves a certain degree of skill, and it is the captain who
usually takes the responsibility to do this work.

WAITERS OR COMMIS DE RANG:

The waiters serve the food and beverage ordered by a guest and is part of a
team under a station captain. They should be able to perform the duties of a
captain to a certain extent and replace the captain if he is busy or not on duty.
They should also be knowledgeable about all types of food and beverages, so
that they should be able to efficiently coordinate with the other staff in the
outlet.

TRAINEE OR COMMIS DE BARRASEUR:

The trainees work closely with the waiters fetching orders from the kitchen
and the bar, and clearing the side station in a restaurant. They serve water
and assist the waiter. They are mainly responsible for the misc-en-place, and
stacking the side board with the necessary equipment for service.

WINE WAITER OR SOMMELIER

This position is not very common in India. However, wine waiters have an
important role in reputed establishments. Their job is to take orders for the
service of wine and alcoholic beverages and serve them during the meal.
Hence they should be knowledgeable about wines that accompany a
particular dish and the manner in which they should be served. They should
also be aware of the licensing laws prevalent in the city and should be
efficient salespersons.

ROOM SERVICE WAITERS OF CHEF D’ETAGE

Room service waiters work in the room service outlet serving both food and
beverages to guests in their rooms. The order is placed by the guest on
telephone, and is recorded on a kitchen order ticket (K.O.T). it is then passed
on to the duty captain. The duty captain in turn places the order in the kitchen
or the bar, as the case may be. The room service waiter who has been
assigned that order, sets the tray according to the food or beverage ordered,
picks up the order when it is ready serves it to the guest along with the check,
either for payment or signature. In the latter case it would be settled when the
guest checks out. The service should be prompt and efficient as one lapse
means a complaint about service and a dissatisfied.

ROOM SERVICE ORDER TAKER

A room service order taker records all orders of food and beverage from
resident guest over the telephone. She records the order on a kitchen order
ticket (K.O.T) and passes it to the captain. The captain in turn assigns it to a
waiter who serves the order. The room service order taker is responsible for
all communication between the guest and the staff of the room service outlet
and hence should have good communication skills.

HOSTESS
It is quite common in India to utilize the services of a hostess to greet and
seat guests. The hostess presents to the guests the menu card and hands
them over to the station holder to continue service. She should be pleasant
and well organized be able to work under stress and interact smoothly with
her colleagues

BARMAN
A barman works behind the bar counter dispensing beverage and making
cocktails. He should have pleasant manners, good communication skills and a
sound knowledge of all beverages and mixes. He should be fast and efficient.

CASHIER
The main duty of a cashier is to make checks on the basis of the kitchen order
ticket (KOT). Most cash counters are computerized. Though cashiers are not a
part of the food and beverage team, they work closely in association with the
staff of the department. They report directly to the accountant.
All the staff working in the food and beverage department should have a
thorough knowledge of the entire range of food and beverages served, with
their correct accompaniments, garnishes, service temperature of each dish
and beverage and the sequence in which they are to be served.

ATTRIBUTES OF FOOD AND BEVERAGE SERVICE PERSONNEL

The quality of service staff in any establishment reflects the quality of the
establishment. No matter how good the food and ambience are, poorly trained,
untidy or rude staff can antagonize customers. On the other hand, if the staff
is well-trained and efficient, they can, to a certain extent, make up for other
shortcomings in the services provided.

PHYSICAL ATTRIBUTES

Personal hygiene and appearance

• All the members of the staff should be well-groomed and clean at all
times as this gives them a sense of well-being and confidence to do
their job efficiently.
• The hands of the waiting staff should be given special attention, as they
are constantly under the scrutiny of guests. Nails should be trimmed,
and kept clean. Playing with one’s hair and face should be avoided.
• Chewing gum should be avoided in all public areas of the hotel
• Minimum jewellery should be worn by the service staff. A wrist watch, a
finger ring and plain earrings ( for girls only) should be permitted.
• If an employee has a skin problem, a doctor should be consulted
immediately
• Uniform should be clean and well-pressed. Shoes should be properly
polished and well-fitting.

WORK RELATED ATTRIBUTES

• Good conduct: all service staff should be well-mannered and

respectful to guests, and to senior members of the staff. They should be
calm and pleasant, even in the most trying circumstances. They should
be able to satisfactorily solve any problem that may arise. In case of
difficulty, a senior and experienced member of the staff should be
 consulted. Tact, punctuality and honesty are admirable qualities among
service personnel.
• Salesmanship: the food and beverage service personnel are technical
sales persons; hence they should have a thorough knowledge of the
proper presentation and service of all the food and beverages served in
the establishment. Waiters should be kept informed by their superiors
of deletions or additions to the menu.
• Good memory: a good memory helps to improve performance. It also
helps the service personnel to attend to small but important details
such as remembering a guest’s name or his likes and dislikes regarding
food and beverage.
• Ability to assume responsibility: all service staff should be able to
cope with the demands of the job and possess the ability to assume
responsibility. They should be loyal to their employers, responsible to
the guests and friendly towards their fellow workers. They should not
consider any job as menial, and should be willing to perform all kinds of
jobs efficiently. This will help the service staff to grow in their careers
and at the same time enhance the image of the establishment in the
eyes of the guests.
• Maximize revenue: cutting down on costs and maximizing the
revenue of the establishment should be of prime importance to all
members of the staff, even to those in junior positions
• Observation: a keen sense of observation and an eye for detail will
help a member of the staff to be more efficient at his job. An ability to
correctly judge people is definitely an advantage. A sense of
anticipation in the service industry is an invaluable quality. The ability
to anticipate in the service industry is an invaluable quality. The ability
to anticipate what a guest or the management needs, even before it is
asked for creates a very good impression.
• Concentration and skill: waiting at a table requires concentration
and skill. Service staff should develop a sense of urgency in the
performance of their duties. Good service may not be commented upon,
but bad service is surely noticed and talked about. Service should be
prompt without the show of haste.

COORDINATION OF FOOD AND BEVERAGE SERVICE WITH OTHER

DEPARTMENTS

F & B SERVICE FRONT OFFICE

F & B service relates to front office in many ways some of them are as
follows:

1} Information of Guest Arrival and Departure:

 F & B service has to find out from Front Office about the time arrival and
departure of guest because it is necessary to know when they need their
meals. Also, when banquets and conferences are being arranged, it is
necessary to get the F & B service ready in advance. Knowledge of departures
is also very important so that the F &B bills can be prepared in advance.

2} Information of all important arrival for placement of amenities:

Front office has to communicate all the important guest arrivals {VIP}
to F&B service, because not only to correctly place amenities, but the food
and beverages also have to serve accordingly.
3} Maintenance and sharing of guest profiles and GHC with the
service staff for personalized service:
The Guest history card [GHC] is maintained in order to keep information, a
sort of bio data of every guest. Certain information to be maintained in order
to get to know the regular guests or visitors. As a GHC is maintained, the
management comes to know a guest recognized him/her, and can provide
his/her requirements again and again and please him/her.

4} Clearance of bills of resident guests using the F & B outlets:

Clearance of such guest bills are done at the time of check out. If the
system is computerized, the details are recorded according to room number.
However if the guest is not resident at the hotel his/her bills may be cleared
out at F & B outlet, at time of the meal.

F & B SERVICE HOUSEKEEPING

1} providing linen for F & B usage:

Housekeeping provides F & B with all linen items it requires e.g. Table
cloth, napkins etc.

2} Providing Service Staff with Uniforms:

It provides uniforms to all service staff. Right from taking measurements,
H/K has to arrange for stitching, alteration and maintenance and regular
laundering.

3} Cleaning and maintenance of F & B outlets:

Housekeeping maintains all rooms, as well as public areas – which
include F & B service outlets. Housekeeping is in charge of cleaning, dusting,
placing amenities in all Food & Beverage outlets, F& B offices etc.

4} Pest Control:
One of the responsibilities of housekeeping is pest control and
fumigation of all areas including F & B outlets.
5} Information on clearance of trays platters:
Room service provides trays, platters, water jugs, etc to room guests
which may be left in the rooms. When these things are noticed by the
housekeeping staff, they inform F & B Service, for getting the things cleared.
It works the other way as well, with Room Service staff sometimes inform the
housekeeping about some sort of maintenance jobs in the room which are to
be done.
The Housekeeping department arranges for all floral requirements for
the F & B Service department. It may be for the bud vases on the tables as a
central appointment or a bouquet, garland for any special guests, the different
styles of flower arrangements for the restaurants and the other floral
requirements for decoration in banquets.

6} Horticulture:
The Housekeeping department supplies as well as arranges as the
potted indoor plants required for the setting up various arrangements for
functions as well as in the outlets. The cleaning and maintenance of the
Horticultural areas like Lawns where functions are organized is also the
responsibility of the housekeeping department.

F & B SERVICE  ENGINEERING AND MAINTENANCE

1} Monitoring lights, air conditioning, and music, hot and cold water
supplies:
The engineering department covers 3 branches in a hotel: electrical
(and electronics), mechanical and civil engineering. Thus, this department
takes care of all electrical work, safety measures, pumps, motors , plumbing,
plus swimming pool maintenance etc. Hot and cold water is needed in many F
& B service areas.

2} Maintenance of all electrical equipment and fittings in the F & B

outlets:
The engineering and maintenance department sees to the
functioning of all electrical fittings, even if they are being maintained for
aesthetic reasons. This may be as part, of the preventive maintenance or the
specific repairs on requests.

3} Arranging for all technical requirements for banquets:

This is done for specific requirements requested by the F & B Service
through the Banquet function Prospectus like the lighting system, Music and
sound system, Various Audio Visual aids etc.

4} Fire fighting gadgets, fire hydrants in F & B outlets:

 The engineering and maintenance department is basically in-charge
of fire safety, and arranges fire drill. They also help the F & B Service in case
of an emergency.

F & B SERVICE  F & B PRODUCTION

1} Preparation of Food and Beverages:

All food that is served at the various outlets is prepared by the F & B
production department.

2} Special requests, Needs, Feedback:

Close coordination between service and production departments is
needed, in order to deliver the requirements of guests. The service
department has to get back to the production department with the necessary
information regarding guest’s needs and preferences. Be it at restaurants, or
at banquets.

3} Menu Planning:
Co-ordination occurs between these two departments also in the
sense that the F & B Service manager together with the chef to plan the
menus for the F & B outlets.

4} Hot Plate:
The “pick up point” is where the maximum interaction between the
two departments takes place. This is the place at which food, which is cooked
by the production department, is handed over to be served by the F &B service
department. The Aboyer or the Barking Chef receives the order (KOT) and
hands over the dishes on preparation.
The basic reason for co-ordination between the two departments is that the
guests come to be served, and the orders have to be given to the F &B
production department. Things mostly go wrong for any of the following
reasons:

The service staff either takes the wrong order.

1} Storing and issuing of equipment:

The kitchen stewarding department maintains/stores the Par stock of
all kitchens as well as service equipment including the cutlery and crockery
associated with these departments.

2} Cleaning and up keep of operating department:

Kitchen stewarding also takes care of the polishing, buffing, washing
and wiping of crockery, cutlery and glassware as well as supply of solid fuel
for the Chaffing dishes and at times supply of ice.
F & B SERVICE  ACCOUNTS  PURCHASE AND STORES:

1} Billing of guests orders:

Cashiers of all the various F & B Service outlets have to report to the
unit financial matters.

2} Food and Beverage control:

The F & B controller is the one who checks for pilferage, wastage of
food, liquor etc.With regard to the F & B Service the control is applicable to
the service as well as the proper billing at the outlet.

3} Requisitioning and Indenting for items:

When the F & B service department needs anything, it indents for
requirements from stores. Anything, which is not available at store, F & B
Service has to requisition from the purchase department.

4} Standard purchase Specification:

Another point of co-ordinations when the F & B manager, chief
accountant and purchase personnel get together. They do the to discuss
prices, rates, quality and also to set targets.

F & B SERVICE  SALES AND MARKETING:

1} Organizing and promoting of events:

The marketing department organizes and promotes events for the F & B
Service outlets [e.g. food festival etc] in order to increase profitability of the
hotel or the outlet.

2} Plans better more effective and economical services and

strategies:
Marketing to promote the outlets in suitable and appropriate methods.
Some of the strategies could include, happy hours, games, lucky draw etc.

3} Goodwill:
The marketing department can create goodwill for the restaurant. This
may be through the public relations and the image building through publicity
and contacts with the press through which there could be proper and effective
coverage.

4} Marketing if it is effective, can attract customer and potential clientele.

5} Marketing gives feedback about the outlets, and their success to the
manager.
F &B SERVICE  HUMAN RESOURCE DEVELOPMENT  PERSONNEL:

1} The HRD department does the recruiting, training and staffing of all
employees. This includes the F &B service staff.

2} HRDI Personnel also fix salaries of the F &B service personnel.

F &B SERVICE  SECURITY

1. Security is responsible for safety of the entire hotel property and guests.
This includes the F&B service outlets and customers.

2. Security personnel are specially deployed for banquets or parties with large
number of guests.

3. Anything that goes out of the outlets or comes in from outside is checked
by the Security. The hotel staff are checked thoroughly when they go in and
out of the premises.

Seven phrases to suit most of the occasions:

Certainly, sir/ madam
Very well, sir/madam
It’s a pleasure, sir/madam
I’ll do that right away, sir/madam
That should be no problem, sir/madam
Right away, sir/madam
May I be of assistance, sir/madam

French terms related to food and beverage staff

Restaurant manager- Directeur de restaurant

Supervisor- maitre d’ hotel
Captain-chef de rang
Waiter- commis de rang
Trainee-commis debarraseur
Carver-trancheur
Floor staff- chef d’etage
Lounge staff- chef d’ salle
Wine waiter-sommelier
Buffet assistant- chef de buffet
POINTS TO BE OBSERVED WHILE LAYING A TABLE

1) The tables and chairs should be kept in their proper place according to
the layout of the restaurant.

2) Tables and chairs should not wobble and should be clean.

3) Table should be 30 “ from the ground and the chair seat should be 18”
high from the ground level.

4) Table on which the table cloth is spread, should be covered with baize
cloth which is of a thick soft material like velvet. The advantages of the
baize cloth are:

a) It protects the table surface.

b) It allows the table cloth to hang freely and firmly on the table surface.

c) It reduces the noise of cutlery, crockery and glass ware while placing
them on the table.

d) It protects the wrist and elbows of the customers from the sharp edges
of the table.

e) It protects the table cloth from getting torn by the sharp edges of the
table.

5) The correct type or size of the table cloth for the table to be laid up.

6) The corner of the table cloth should cover the legs of the table.

7) If two table cloths are necessary to cover a table for a large party then
the overlap of the two table cloths should face away from the entrance
to the room.

8) All covers should preferably face the centre or entrance of the

restaurant and not facing the service entrance or a wall.
9) Tables and chairs should have uniform pattern and height.

10) Cutlery and crockery should be of the same design and material.

11) No chipped crockery and glass ware should be used.

12) The table cloth should not be stained.

13) The cutlery should be shining and polished and crockery spotlessly
cleaned with no finger print marks.

14) Monograms on plates if any should always face the guest.

15) Napkin fold should face the guest.

16) A flower arrangement can be placed on a table but heavily scented

flowers should never be used as they adversely affect the flavour of
the food.

17) Each cover should be well balanced and never be over crowded
with cutlery, crockery and glass ware.

18) The average size of a cover is 24” * 15”.

19) Cutleries and crockeries should be laid ½” away from the edge of
the table.

20) All forks are laid to the LHS of the cover. The exceptions to the rule
are:

a) Pastry fork RHS

b) Oyster fork RHS or 45degree to the LHS of the water glass.

c) Large fork RHS for spaghetti.

d) Dessert fork top of the cover.

21) All knives are laid to the RHS of the cover with the blades facing the
LHS. The exception is the side knife placed on the B & B plate.

22) The water glass is placed at the tip of the large knife.

23) Two opposite covers should be exactly opposite to each other

namely the large knife should be in line of the large forks of the
opposite covers.
 24) Not more than three knives can be laid on a cover at a time this is
excluding the side knife.

25) Cutlery is laid till the main course, after which the next set is
brought in for the subsequent courses.

26) For dinner covers the napkin fold is placed in the glass and for lunch
covers on the table.

27) Cutlery laid out should be compact but not overlapping.

28) Cutlery should be laid from outwards to inwards. The first course
being towards the end.

29) Table appointments placed on the table should be easily accessible

to all the users.

30) Check cruet set before placing on the table to see that they are
filled and free flowing.

RULES FOR WAITING AT A TABLE

BEFORE THE GUEST ARRIVES:

1) One should report to duty on time so that the maitre d, hotel can check
the appearance of the personnel as well as brief them about the menu
changes, the specials, and the possible price changes before the doors
opened for the day.

2) After getting the stations one should check that the cutlery, glasses
and other table accompaniments are clean and shining. The tables
 should not wobble, and the chairs should be dusted and the general
cleanliness of the dining hall should be good.

3) Sideboard should be complete and ready for service.

4) One should make sure that the dishes and accompaniments on the
menu is clear. Also, need to ascertain from the kitchen what dishes are
available on the menu.

5) One should never stand in the dining room with arms folded but stand
erect with the waiter’s cloth hanging evenly on the left and right arm
hanging by the side.

WHEN THE GUESTS ARRIVES:

1) Guests should be received with a smile and greeting. Pull the chair for
the guests by drawing out the chairs especially for women guests.

2) Parents should be helped in seating their babies on highchairs.

3) If the waiter on another station is busy or out of the dining room, one
should assist with the seating of guests at that station and should not
wander around without being greeted.

4) When the guests are comfortably seated, the menu is to be presented

opened on the first page and placed them, from the left, directly in front
of each guest.

5) Glasses should be filled with water for each guest

TAKING THE ORDER:

1) After presenting the menu, one should wait for a couple of minutes to
let the guest decide what he wants. Order for the menu should be taken
graciously and courteously.

2) While taking the order, one should not rest one’s hands on the back of
the chair, or lean too close to the customers. Stand erect to the left of
the guest, bend forward slightly from the hips and take the order. This
posture gives the impression that one is listening carefully.

3) One must know thoroughly the time required to prepare certain dishes
so that if the guest is in a hurry one can suggest some “ ready to serve”
item and never a “ cooked to order” food item.
 4) The complete order should be taken except dessert including, how the
guest would like a particular dish. For eg., if steaks are ordered , one
should ask if it is to be made well done, medium or rare done.

GENERAL RULES FOR SERVICE:

1) If the table is laid for more persons than the actual number seated, the
extra covers are to be cleared immediately.

2) Replacing any cutlery or removing it has to be done on a salver. Never

use bare hands

3) While placing cutlery or plates on the table one should move in a

clockwise direction.

4) If any cutlery falls on the floor it is to be immediately replaced with a

clean one from the sideboard to show that the same dirty piece has not
been given.

5) The cutlery which is on the left hand side of cover is to be placed from
the left and that on the right hand side should be placed from the right.
Never criss- cross the guest.

6) The waiter should never put any item or cutlery on the customer’s
plate, the guest should be allowed the privilege to do so.

7) When the guest when about to serve the order, if the guest is reading a
magazine or has his hands on the cover, one should very courteously
say, “ Excuse me, sir”. The guest will realize that ready to serve the
order and will accordingly adjust himself.

8) Check for any chipped plates or glasses

9) Hot dishes are to be served on hot plates and cold dishes on cold
plates.

10)The glasses should be handled from the base and cups from the handles
and never from the brim for hygienic reasons. For the same reason one
should not handle knives from their blades, forks from their prongs and
spoons from their bowls. These pieces of cutlery should be handled
from the handle.

11)The food should be served in the proper sequence of the menu. Each
course must be served on appropriate plates and with the appropriate
cutlery.
 12)All accompanying sauces, condiments and spices required should be
served for the particular course without the customer having to ask for
it. Glasses or cups should not be filled to the brim.

13)When serving from an entree dish always use an underflat. A flat under
a flat should not be used.

14)All beverages are served from right hand side. All cleaning is to be done
from the right hand side except the side plate with knife which is to be
cleared from left.

15)If the guest has through ignorance or by mistake used any wrong
cutlery it should be replaced before the service of the next course
begins.

16) One should never show signs of worry or strain on the face.
Cheerfulness and smiling countenance of the service personnel would
add to the taste of the food. One should be friendly with the customer
but not familiar.

17)If the table becomes crumbly, it has to be removed by a waiter’s cloth

folded into a pad, into a large plate at any convenient stage during the
meal.

18)The check must be presented on a cash tray from the left. All tips
should be acknowledged with a polite thanks. If the guest does not give
any tip a word of thanks with a smile is a must.

WHEN THE GUEST LEAVES:

1) When the guests are about to leave they should be helped especially
the ladies by drawing out their chairs and wished “Good-night” and a
polite “I hope you enjoyed your dinner Sir/Madam”.

ALWAYS REMEMBER THAT ONE SHOULD:

1) Never place a knife smaller than the small knife on the cover.

2) Never place a knife larger than the large knife on the cover.

3) Never place a fork larger than the large fork on the cover.

4) Never place a fork smaller than the small fork on the cover.

5) Never place a spoon smaller than the dessert spoon on the cover.
 6) Never place more than two steel blades including the side knife on the
cover.

Unit-3

FOOD SERVICE AREAS

SPECIALITY RESTAURANTS
Service in a specialty restaurant is both normal and stylish. The prices tend to
be high because of higher overheads. The menu may be an ala carte, buffet, or
a table d’ hote. Waiters should be highly skilled, as specialized services such
as preparation of food at tables and flambé may have to be done.
Normally every five star hotel has at least one specialty restaurant. In India,
multi-cuisine specialty restaurants are fairly popular, as they offer guests a
wide variety of choice of food items. These restaurants normally function
during lunch and dinner sessions and at times are open only for dinner.
Entertainment in the form of music by a band or an orchestra may also be
provided. If it is an ethnic restaurant, traditional dances may also be
performed.
For a specialty restaurant to be profitable, it should provide not only excellent
food and service but also good décor and ambience of the restaurant. The
equipment used should be of a high standard as this will enrich the entire
dining experience of guests.
Coffee shop
This outlet is open twenty four hours for service. It generally serves pre plated
food. However, in the case of Indian food, the entrée dishes are placed on the
table and the service is not very elaborate and formal.
Promptness of service is of prime importance. The prices are not as high as in
a specialty restaurant. Dining in a coffee shop is a casual affair, and many
coffee shops have a list of enthusiastic regulars. Coffee shop in luxury hotels
are often the only venues where one can get a decent meal or a snack long
after other restaurants have closed. Liquor is not served after licensing hours;
however, this depends on the laws of the state.
The menu in a coffee shop is varied. Different menus are used during different
times of the day/night. For example, there is normally a breakfast menu, a
lunch and dinner menu, a snack menu, and a midnight menu. The number and
types of menus are decided by the management in consultation with the chef
and the food and beverage manager after carefully studying the market
conditions, the location of the hotel and the availability of staff to man the
coffee shop round the clock. The revenue generated from this outlet is the
second highest in the food and beverage service department. It is however
necessary to change the menu, décor and ambience from time to time to keep
the guests coming back. This outlet is also the venue for many food festivals.
Cafeteria
This service exist normally in industrial canteens, colleges, hospitals or hotel
cafeterias to facilitate quick service, the menu is fixed and is displayed on
large boards. The guests may have to buy coupons in advance, present them
to the counter waiter who then serves the desired item sometimes food is
displayed behind the counter and the guests may indicate their choice to the
counter attendant. The food is served preplated and the cutlery is handed
directly to the guest. Guests may than sit at tables and chairs provided by the
establishment. Sometimes high tables are provided where guests can stand
and eat.
Grill room service
In this form of service various meats are grilled in front of the guests. The
meats may be displayed behind a glass partition or well- decorated counter so
that the guest can select his exact cut of meat. The food comes preplated.
Banquets
This outlet is usually the largest revenue earning outlet in the food and
beverage service department. It serves food and beverages to a gathering of
people at special functions such as weddings, parties, receptions, cocktails,
dinners, seminars, conferences and meetings. Banquets functions can be held
at lunch or dinner time and the pattern of operations may vary from one kind
to another. The outlet also rents out banquet halls for exhibitions, concerts
and other programmes.
Bar
There are normally two kinds of bars in Indian hotels. One is the public bar
and the other is the service or dispense bar. The public bar is located in the
public area, and is used for the service of paying customers, be it in-house
guests or non-residents. Cocktail snacks may also be served here. Services
should be fast and discreet and the bar staff should be well prepared to handle
the rush hour. Good décor, ambience, efficient staff and availability of a wide
variety of beverages and snacks help to attract more customers.
The service or the dispense bar is used to other outlets of the hotel such as
coffee shop, room service outlet, banquets and the specialty restaurant. It is
generally located in the back area of the hotel and is open round the clock. It
should be adequately equipped to meet the demands of all the outlets.
Discotheque
A restaurant which is principally meant for dancing to recorded music. A live
band may also perform. An essential part of a discotheque is a bar while the
food offered consists mainly of snacks.
Fast food restaurants
There is a predominant American influence in fast food style of catering. The
service of food and beverages in a fast food restaurant is at a faster pace,
than at an ala carte restaurant as the menu is compiled with a special
emphasis on the speed of preparation and service. To make this type of
service financially viable, a large turnover of customers is necessary. The
investment is rather large, due to the specialized and expensive equipment
needed and high labor costs involved.
Automatic vending
In the broadest sense, automatic vending may be defined as ‘selling by
automation’. It is a form of automatic retailing using one of the following.
• Coin
• Banknote
• Token
• Money card
The types of service available may be broken into twp areas, namely service
and facilities and consumables.
Service and facilities consumables
• TV time Hot and cold beverages
• Gas Meals
• Water Confectionery
• Electricity Tobacco
• Shoe cleaning Alcoholic drinks
• Car parking
• Toilets
• Baggage store

Room service
Room service is a facility offered by hotels whereby a guest who stays in the
room can order his food over the telephone and have it served in his room
saving him the trouble of going to a restaurant. A room service menu offers
the choice of breakfast, lunch and dinner varieties besides snacks.
Types
Centralized
Room service originates from a location which is in close proximity to the
main kitchen. The order is received by the order taker and passed on to the
kitchen from where the food is picked up.
Decentralized
Where room service operates from an area other than the centralized room
service as in
Mobile pantry: an elevator is equipped as a pantry and is able to dispense
orders up to a continental breakfast. Except for heating, no cooking of food
takes place. The order is placed with the centralized room service department
which in turn informs the mobile pantry. This facility is provided in multi
storied buildings to facilitate speedy service.
Floor pantry: located on each floor or one pantry for given number of floors.
The order is placed in the same way as the mobile pantry.
Mini bars: this is a special facility provided in the rooms where drinks in
miniature bottles are placed in a small fridge for the guest’s personal use. The
guest is charged on the basis of what he has consumed

AUXILLIARY DEPARTMENTS IN FOOD AND BEVERAGE SERVICE AREA

INTRODUCTION
In any establishment a customer’s first impressions on entering the service
area are of great importance. The creation of atmosphere, by the right choice
of décor, furnishings and equipment, is therefore a major factor that
contributes to the success of the food service operation. A careful selection of
items in terms of shape, design and color enhances the overall décor or theme
and contributes towards a feeling of total harmony. The choice of furniture
and its layout and the linen, tableware, small equipment and glassware will be
determined by considering:
• The type of clientele expected

• The site or location of the establishment

• The layout of the food and beverage service area

• The type of service offered

• The funds available

Depending on the style of operation, there may be many service areas behind
the scenes, or what may be termed ’back of house’. These are required to be
well organized, efficiently run and supervised, and stocked with well-designed
equipment. It is necessary for all these factors to work together to contribute
to the overall success of the food and beverage operation.
The back of house service areas are usually between the kitchen and food and
beverage service areas. The service areas themselves are some of the busiest
of a food service establishment, especially during the service periods.
Because of this, it is important that department heads ensure all staff knows
exactly what their duties are and how to carry them out efficiently and
effectively.
In general, especially in large operations, five main back-of-house service
areas can be identified:
• pantry

• Still room

• Silver or plate room

• Hot plate
 • Spare linen store

• Wash up

• Kitchen stewarding

A well designed layout of these areas is essential to ensure an even flow of

work by the various members of staff.

Pantry
It is the area between the restaurant and the kitchen for doing the misc-en-
place. This is where the restaurant staff can place the dirty plates; pick up
clean plates and other washed and wiped crockery and cutlery to be used in
the restaurant. Also used for placing soiled linen.
A service pantry may contain:
• Shelves or cupboards for stocking glassware, crockery.

• A box for dirty silverware

• A table with under shelves for dirty plates

• Bins for rubbish

• Sink with hot and cold water and a draining board

• A linen box for receiving dirty linen

• A plate warmer for plates to be used in the restaurant

• A water cooler

Still room
The main function of the still room is to provide items of food and beverages
required for the service of a meal and not catered for by the other major
departments in a food service operation, such as the kitchen, larder and
pastry. The duties performed in this service area will vary according to the
type of meals offered and the size of establishment concerned.
Equipment
• Refrigerator for storage of milk, cream, butter, fruit juices and so on

• Butter machine

• Coffee machine

• Large double sink and draining board.

• Salamander or toasters
 • Bread slicing machine

• Worktop table and cutting board

• Cooking range for porridge, boiled eggs.

• Storage space for dry stock as well as chinaware

• Coffee grinding machine

• Ice maker

Provisions
As a basic guide, the following food items would normally be dispensed from
the stillroom:
• All beverages such as coffee, tea, chocolate, tisanes, Bovril, horlicks,
oval tine and other drinks

• Assorted fruit juices: orange, tomato, pineapple and grapefruit

• Milk, cream and alternatives

• Sugars: loose, pre-wrapped portions, brown coffee crystals, demerara

etc. and alternatives

• Preserves: marmalade, cherry, plum, raspberry, strawberry, apricot and

honey.

• Butter

• Sliced and buttered brown, white and malt bread

• Rolls, brioche and croissants

• Bread items

• Dry cracker, digestive and water biscuits for service with cheese

• Assorted breakfast cereals

• Toasted scones and teacakes

• Pastries, gateaux and sandwiches

• Porridge and boiled eggs

Silver room or plate room

In larger, more luxurious establishments, the silver room, or plate room as it is
sometimes known, is a separate service area. In smaller establishments it is
often combined with the pantry wash-up area. The silver room should hold the
complete stock of silver required for the service of all meals together with a
slight, surplus stock in case of emergency. The storage of silver is more
important. The large silver such as flat, silver soup tureens, etc. are stored on
the shelves, with all the flats of even size stored together and so on. All
shelves are labeled showing where each different items goes. This makes it
easier for control purpose and stacking. When stacking silver the heavier
items should go on the shelves lower down and the smaller and lighter items
on the shelves higher up. This helps to prevent accidents. All cutlery and
flatware, together with the smaller items of salver such as ashtrays, cruets,
butter dishes, special equipment, table numbers and menu holders, are best
stored in drawers lined with green baize. This helps to prevent noise and stops
the various items sliding about the drawer when it is opened and closed and
so becoming scratched and marked.
Hot plate (food pick up area)
The hot plate may be regarded as the meeting point between the service staff
and the food preparation staff. Active cooperation and a good relationship
between the members of staff of these two areas help to ensure that the
customer receives an efficient and quick service of the meal. This cooperation
also ensures that all the food dishes are served well and attractively
presented.
The aboyeur (or barker) is in charge, and controls the hot plate during the
service period. The hotplate itself should be stocked with all the crockery
necessary for the service of a meal. This may include some or all of the
following items: soup plates, fish plates, joint plates, sweet plates, consommé
cups, platters and soup cups.
The silver required for service is often placed on the top of the hot plate and
used as required. The hot plate is usually gas or electrically operated and
should be lit/switched on well in advance of the service to ensure all the
necessary crockery and silver is sufficiently heated before the service
commences.
The aboyeur who controls the hot plate over the service period will initially
receive the food check from the waiter. Any written food orders must be
legible to the aboyeur so that there is no delay in calling-up a particular dish.
He/ she checks that none of the dishes ordered are off the menu. Then the
order from the various ‘corners’ of the kitchen is called up, as each particular
dish is required. If a dish required has to be prepared dish is required. If a dish
required has to be prepared and cooked to order, then it is important that the
aboyeur orders this to be done before the waiter who is going to serve the
dish, or for the customer who is waiting for the next course to be served.
When a food check is finished with it is placed into a control box. This box is
often kept locked and can only be opened by a member of staff from the
control department who, for control purposes, checks the copy of the food
check from the kitchen with the copy the cashier has and the duplicate copy
of the bill.
Spare linen store
Another back of house service area that is generally found within
establishments is the spare linen cupboard or store. This is normally the
responsibility of a senior member of the service staff and is kept locked for
control purposes. This spare linen stock is held near the food service area in
case of emergency. The linen is changed when necessary, and usually on the
basis of one clean item in exchange for one dirty item.
Wash-up
Washing up is most important and the service area must be settled
correctly so that the brigade can work speedily and efficiently when passing
from the food service areas to the kitchen. The waiter should stock trays for
duties correctly at the sideboard with all the correct size plates together and
tableware stacked with the blades of the knives running under the arches of
the forks. All glassware should be stacked on separate trays and taken to a
separate wash up point. All used paper napkins, doilies or kitchen paper
should be placed in a separate bin. The server must place any debris into the
bin or bowl provided.
For a hygienic wash up the generally recognized requirements are a
good supply of hot water at a temperature of 60 degree Celsius for general
cleaning followed by sterilizing, and then rinsing at a temperature of 82
degree Celsius for at least one minute.
The object cleaning utensils is to remove any material from them on
which micro-organism which is already present i.e. to sterilize or disinfect.
These objects can be achieved either by
(1) Hand Dishwashing

(2) Mechanical Dishwashing

Hand dishwashing: dishwashing by hand can be done by the two sink method
or by the three sink method. Both these systems start with the removal of
leftover food, followed by a preliminary wash under running hot water which
helps to preserve the cleanliness. The dirt is removed from the utensils by
scraping and then rinsing under running hot water which helps to preserve the
cleanliness. The dirt is removed from the utensils by scraping and then rinsing
under the forced water stream.
Three sink method:
After the dishes have been sorted out and the dirt has been removed, the
utensils are washed in hot detergent solution in the first compartment, then in
the compartment second at the temperature of water is 110*F and 120*F.
after the dishes are thoroughly clean they are sterilized in a third
compartment.
One method for sterilizing both dish and cooking utensils is by immersing
them for at least 2 minutes in lukewarm chlorine water. Dishes and utensils
must be thoroughly cleaned in a chlorine rinse for an effective germicidal
treatment. The desired temperature of water may be maintained by a
thermostat- controlled heater arrangement.
Two sink method:
The simplest and most effective way of having germ-free cutlery and utensils
is with the two-sink method. Washing of utensils is done in the first sink which
contains in hot water (110*F-115*F) and suitable detergents. After removing
and draining from the sink, the utensils are transferred to sink number two for
rinsing and sterilizing.
Mechanical Dishwashing
This method saves a lot of time and labor ensuring that a good supply of
cleaned sterilized crockery is available.
There are 3 main types:
Spray types: The dishes are placed in racks which slide into the machine
where they are subjected to a spray of hot detergents and water at 48*C-60*C
from above and below. The rack then moves on to the next section where they
are rinsed by a fresh hot water shower of 80*C. at this temperature they are
sterilized and on passing out into the open they dry off quickly.

Brush type machine: Revolving brushes are used for the scrubbing of each
article in hot detergent water. The articles used are then rinsed and sterilized
in another compartment.

Agitator water machine: Basket of dishes is immersed by the mechanical

agitation of hot detergent water. The loaded basket is then given a sterilizing
rinse in another compartment.

Dishwashing machines are expensive and it is essential that the

manufacturer’s instructions with regards to its use and maintenance are
followed while operating them.

Food waste dispenser: food waste dispenser is operated by electricity and

takes all kinds of rubbish including bones, fats, scraps and vegetable refuse.
Almost every type of rubbish with the exception of rags and tins are finely
ground and then rinsed down the drain. It is the most modern and hygienic
method of waste disposal. Care should be taken by handlers not to push waste
into machine with metal objects as this can cause damage.

Unit -4

Restaurant equipment
The general points to be considered when purchasing equipment for a food
and beverage service area are:
• Flexibility of use
 • Type of service being offered

• Type of customer

• Design

• Color

• Durability

• Ease of maintenance

• Stack ability

• Cost and funds available

• Availability in the future- replacements

• Storage

• Rate of breakage i.e. crockery

• Shape

• Psychological effect on customers

• Delivery time

Familiarization of equipments
Chinaware
China is the general term denoting the vitrified earthenware used for serving
food and beverages. This is an important aspect in the presentation of the
table. It is made of silica, soda ash and china clay glazed to give a fine finish.
When purchasing china the points previously mentioned should be borne in
mind. Other factors to consider here are:
• Every item of earthenware should have a complete cover of glaze to
ensure a reasonable length of life. It should be light in weight.

• China should have a rolled edge which will give added reinforcement at
the edge. One word of caution here is that hygiene is most important-
chipped china can harbor germs.

• The pattern should be under than on top of the glaze. However this
demands additional glaze and firing. Patterns on top of the glaze will
wear and discolor very quickly. Therefore china with the pattern under
the glaze is more expensive but its life will be longer.
 • China must be dishwasher proof and it should withstand temperature of
85*C.

Bone china
This is very fine, hard china that is very expensive. Only top class
establishments would use it due to its high price.
Hotel earthenware
This is produced in the United Kingdom in vast quantities and is the cheapest
and least durable hotel ware. Vitrified earthenware is particularly economical
where it is in continuous use. Very often earthenware produced for catering
purposes is given a trade name by the manufacturer to indicate its strength.
Some examples of these are:
• Vitreous

• Vitrock

• Vitrex

• Vitresso

• Ironstone

• vitrified

Stone ware
This is a natural ceramic material traditionally made in the United Kingdom
and fired at a very high temperature, about 120*c. it is shaped by traditional
hand crafting techniques so there is a wide variety of shapes and finishes
available, from matt finishes to a high gloss glaze. It is non-porous and
extremely durable with high thermal and shock resistance. The price is
slightly higher than earthenware due to a long life guarantee.
Porcelain
This is of a completely different composition with a semi-translucent body
normally blue/grey, and has a high resistance to chipping.
Storage
China should be stored on shelves in piles of approximately two dozen. Any
higher may result in their toppling down. They should be stored at a
convenient height for placing on, and removing from the shelves without any
fear of accidents occurring. If possible china should be kept covered to
prevent dust and germs settling on it.
Glassware
Glass also contributes to the appearance of the table and the overall
appearance of the room. There are two main types of glass, lead crystal and
soda lime. Lead crystal is the best and has a good finish. In the catering
industry soda lime glass is used more as it can be mass-produced and is hardy
and resistant to impact and thermal shock.

Handling:
• A glass is always lifted by its stem or at the base

• A glass is never picked up with the rim between thumb and finger

• Broken/chipped glasses are removed to the dustbin immediately

Types of glassware:
Crystal: crystal is glassware that contains lead and the lead gives it not only a
musical tone and a super shine but also adds to their market value. Crystal is
seldom tinted
Hand blown:
Refers to the method wherein the glassmakers dip a long ware into a pot of
molten glass, pick up blob at one end of the pipe and then blow into it until the
bowl takes shape. The blown bubble is twisted, turned, rubbed and paddled
until it achieves the final perfect curve
Blown:
The glass is similar but machine-made
Pressed glassware: the least expensive of this type is made by pouring molten
glass into moulds from which it takes its shape
Cut glass: is cut and engraved and polished to reflect as much light as
possible
Storage:
Glasses are normally stored in a glass pantry and should be placed in single
rows on paper-lined shelves, upside down to prevent dust settling in them. An
alternative to this is to have plastic coated wire racks made specifically for
the purpose of stacking and storing the glasses. Such racks are also a
convenient method of transporting glassware from one point to another and
cut down on breakages. Tumblers should not be stacked inside one another as
this may result in heavy breakages and cause accidents to staff.

Silverware:
Silver is a relatively soft metal which is found naturally in the earth but
generally in the form of silver salts, from which the metal is extracted. It is a
white metal and is unaffected by water, pure air and the majority of food
stuffs. Sterling silver is an alloy containing 92.5% silver and the remainder is
mostly copper which is added to harden the silver and yet not change other
properties of the metal. Sterling is obviously more expensive than silver plates
and is seldom used in hotel and other places.
In silver plated tableware two grades have been specified:
Standard for general use
Restaurant thicker grade for restaurant use and marked with an ‘R’.
The minimum thickness of silver plating quoted should give a life of at least 20
years, depending on usage. The hallmark on silver tells two things. The two
symbols represent the standard of silver used and the assay office
responsible. The two letters are the maker’s mark and the date letter.
Stainless steel
This is available in different grades. Good British flatware and cutlery is made
of 18/8 stainless steel. This is 18% chromium and 8% nickel. Stainless steel is
finished by different degrees of polishing:
• High polish finish

• Dull polish finish

• A light grey matt, non-reflective finish

Storage
Careful storage of cutlery and flatware is most important. Ideally, there should
be boxes or drawers for each specific item, each box or drawer being lined
with baize to prevent the items concerned sliding about and becoming
scratched and marked. Other items of hollow ware should be stored on
shelves which are labeled showing where the different items go. They must be
stored at a convenient height for placing on and removing from the shelves.

Silver cleaning methods

Polivit (soda aluminium method)

A polivit is an aluminium metal sheet containing holes which is best used in
an enamel or galvanized iron bowl. The polivit is placed in the bowl together
with some soda. The silver to be cleaned is then put into the bowl, ensuring
that at least one piece of silver has contact with the polivit. Sufficient boiling
water is poured into the bowl to cover the silver being cleaned. A chemical
reaction takes place between the polivit, soda, boiling water and silver, which
causes the tarnish to be lifted. After three to four minutes the silver should be
removed from the bowl and placed into a second bowl of boiling water and
rinsed. On removal from the second bowl the silver is allowed to drain and
then polished with a clean, dry rag.

Plate powder
This is a pink powder which needs a mixing with a little methylated spirit to
obtain a smooth paste. The reason for using methylated spirit to mix the
powder is that when the paste is rubbed on the article the spirit evaporates
much more quickly than would water and the silver is therefore ready for
polishing much more quickly. If, however, methylated spirit is not available,
then water may be used, but the cleaning process takes a little longer.
The smooth paste, once prepared, is rubbed onto the article being cleaned
with a clean piece of cloth. The paste must be rubbed well in to remove all
tarnish. The article is then left until the paste has dried and the paste is then
rubbed off with a clean cloth. It is advisable to rinse the article well in very
hot water and to give a final polish with a clean dry rag. When silver is cleaned
that has a design or engraving on it, a small toothbrush may be used to brush
the paste into the design and a clean one used to remove it.

Silver dip
This is a pink colored liquid which must be used in a plastic bowl. The silver to
be cleaned is placed into a wire basket and dipped into the plastic bowl
containing the silver dip. All the silver articles being cleaned should be
covered by the liquid. The silver should be left in the bowl only a very short
while and then lifted out and drained. After draining it is placed in warm
water, rinsed and then polished with a clean dry rag.

Burnishing machine
This is a revolving drum with a safety shield. It may be plugged into the mains.
It has a portable container in which water is filled with the help of a box pipe.
Depending on the size of the burnishing machine in use, it is divided into
compartments to hold specific sizes of silver. It is also possible to insert a rod
through the centre of the drum from one end to the other. This rod is
removable and is passed through the handles of tea pots, coffee pots, milk
jugs, sugar basin etc. to hold them in position while the drum is revolving.
In order for the burnishing machine to run effectively it should approximately
be filled with lead shots. To these a certain amount of soap solution is then
added according to the manufacturer’s instructions. The silver is placed inside
and then the lid is clamped down tightly. The main water supply is turned on
to ensure a constant flow of water. Then water is poured into the drum until
the lead balls are covered before the lid is clamped down. The machine is then
switched on. This mixture of water and soap acts as a lubricant between the
silver and balls. Thus all types of tarnish are removed but the silver should be
rinsed in hot water and wiped with a clean cloth. The lead shots must always
be kept covered with water otherwise they rust very quickly.
UNIT-5
NON – ALCOHOLIC BEVERAGES

STIMULATING BEVERAGES

TEA

Tea was discovered over 5000 years ago, when leaves from a tea bush
accidentally dropped into some boiling water and delicately flavoured the
liquid. Tea is prepared from the leaf bud and top leaves of a tropical evergreen
bush called camellia sinensis. It contains approximately only half the
caffeine of coffee and at the same time it aids muscle relaxation and
stimulates the central nervous system.

TEA PRODUCING COUNTRIES:

Tea is grown in more than 25 countries around the world. The crop benefits
from acidic soil, a warm climate and where there is at least 130cm of rain a
year. It is an annual crop and its flavour, quality and character is affected by
the location, altitude, type of soil and the climate. The main tea producing
countries are:

CHINA
This is the oldest tea growing country and is known for specialty blends such
as keemun, lapsang souchang, oolongs and green tea
EAST AFRICA (KENYA, MALAWI, TANZANIA AND ZIMBABWE)
This area produces good quality teas, which are bright and colourful and used
extensively for blending purposes. Kenya produces teas which are easily
discernible and have a reddish or coppery tint, and a brisk flavour.
INDIA
India is the largest producer of tea, producing about 30 percent of the world’s
tea. Best known are the teas from Assam (strong and full bodied), Darjeeling
(delicate and mellow) and also nilgiri, which is second only to Assam and
produces teas similar to those of Sri Lanka
INDONESIA
Teas produced here are light and fragrant with bright colouring when made
and are used mainly for blending purposes
SRI LANKA (FORMERLY CEYLON)
Teas here are inclined to have a delicate, light lemon flavour. They are
generally, regarded as excellent afternoon teas and also lend themselves to
being iced.

STAGES IN THE MANUFACTURE OF TEA

1. PICKING: leaves are handpicked while they are still young. . The leaf
particle size is referred to as grades. These are pekoe- the delicate top
leaves, orange pekoe- a rolled leaf with a slim appearance and pekoe
dust- the smallest particle of leaf size. Flush refers to a picking which
can take place at different times in a year.
2. WITHERING: leaves are allowed to wither to reduce the moisture
content in them.
3. CRUSHING: leaves are rolled to free the juices. There are two types of
rolling. They are:
a) CTC (cut-tear-curl): reduces fermentation time. It is the best method
but it cannot be applied to green tea and oolong tea.
b) Leg cut: here, the leaves are shredded into strips. Thus, maximum
tannin comes out and fermentation is very quick.
4. DRYING: mechanical dryers are used
5. SORTING: done by different grades
a. Broken
b. Fanning- small fragments of broken leaves
c. Dust- this is the left when the fanning is shifted. This is popular as
catering tea and used in tea bags because it infuses quickly and quite
strong.

Tea dealers use letters to denote various grades of tea. These are stamped on
the tea chests.

P-PEKOE: indicates larger pieces; small, tightly rolled leaves together with
open leaves
O-ORANGE: indicates good quality tea
F-FLOWERY GRADE: indicates a flowery grade of good flavour.
ORANGE PEKOE: long, thin leaves that are closely twisted, yellow leaf tips
and bud leaves are sometimes included
SOUCHANG: largest and coarsest of the whole leaf grade
BLENDING: blend of various qualities, sizes and grades of tea to give a
uniform product.
THREE BASIC FORMS OF TEA

1. BLACK TEA: the leaves are allowed to wither for 16-24 hours. They are
rolled to release juices and enzymes. They are then crushed and
exposed to air to undergo chemical changes. Fermentation is
undertaken for 2-6 hours at 21-27*c. it is spread on platforms. Oxidation
and enzymatic conditions cause a colour. Drying and firing arrest result
in further change. This turns the leaves brown and gives black tea its
distinctive taste. Today more than three fourths of the tea harvested in
the world is turned into black tea. It is widely consumed in India, USA
and Europe.
2. GREEN TEA: leaves undergo less processing. Withering and
fermentation are omitted. Leaves are first steamed to prevent any
change in colour. It is rolled and dried. The beverage has a greenish
yellow colour and is bitter. It is favoured mainly by the Japanese and
Chinese.
3. OOLONG TEA: this tea is half-way between black and green tea.

FIVE GOLDEN RULES FOR MAKING TEA

1. Use a good quality tea
2. Use fresh water, which is just boiled
3. Heat the tea pot
4. Take the pot to the water. The water must be as near boiling point as
possible to enable the leaves to infuse properly.
5. Brew the tea; never stew it. Allow the tea to brew only for 4-5 minutes,
and stir well before pouring.

RULES TO MAKE TEA

1. Water should be lime free. Tap water makes tea cloudy.
2. Rinse the tea pot well with boiling water before putting the tea in.
3. Pour the water onto the tea just as it reaches boiling point, taking the
pot to the kettle
4. Infusion time is 3-5 minutes; after which, the flavour does not improve.
The infusion becomes bitter if boiled longer. It should be brewed and
not stewed or boiled.
5. Just before serving, stir the tea in the tea pot with a spoon. Use a
strainer.
6. Water should be 95*c, before you pour it over the leaves

METHODS OF PURCHASING
Tea may be purchased in a variety of forms depending on requirements such
as volume of production, type of establishment and clientele, the occasion,
method of service, storage facilities available and cost.
The different means of purchasing are:
 • Bulk: this is leaf tea (also called loose tea), which allows the
traditional method of serving
• Tea bags: these are heat-sealed and contain either standard or
specialty teas. They come in one-cup, two-cup, pot-for-one or bulk brew
sizes up to several times
• String and tags: this comes as a one-cup teabag with string attached
and a tag that remains outside the cup or teapot for easy and quick
identification of the tea by the customer
• Envelopes: this is again a string and tag teabag but in an envelope for
hygienic handling. These are used for trays for in-room tea and coffee
making facilities
• Instant: instant tea granules, soluble in boiling water.

STORAGE:
Tea should be kept:
• In a dry, clean and covered container
• In a well ventilated area
• Away from excess moisture
• Away from any strong smelling foods as it very quickly absorbs strong
odours

TYPES OF TEA:

ASSAM: Rich full and malty flavoured tea, suitable for service at breakfast,
usually with milk. Sugar would be offered separately

CHINA: Tea made from a special blend of tea that is more delicate in flavour
and perfumed than any other tea. Less dry tea is required than for making
Indian or Ceylon tea. Traditionally china tea is rarely served with milk. It is
made in the normal way and is best made in a china pot. China pea is normally
drunk on its own, but may be improved, according to taste, by the addition of a
slice of lemon. Slices of lemon would be offered on a side plate with a sweet
fork. Sugar may be offered separately.

DARJEELING: Delicate tea with a light grape flavour and known as the
“champagne of teas”. Usually served as an afternoon or evening tea with
either lemon or a little milk if preferred. Sugar may be offered separately.

EARL GREY: Blend of Darjeeling and china tea, flavoured with oil of
bergamot. Usually served with lemon or milk. Sugar would be offered
separately.

INDIAN OR CEYLON BLEND: This tea may be made in either china or metal
teapots. These teas are usually offered with milk. Sugar is offered separately.
JASMINE: Green (unoxidised) tea that is dried with jasmine blossom and
produces a tea with a fragrant and scented flavour.

KENYA: Consistent and refreshing tea usually served with milk. Sugar would
be offered separately

LAPSANG SOUCHANG: smoky, pungent and perfumed tea, delicate to the

palate and may be said to be an acquired taste. Usually served with lemon.
Sugar would be offered separately.

RUSSIAN OR LEMON TEA: Tea that is brewed from a special blend similar
to china tea, but it is also often made from either Indian or Ceylon tea. It is
made in the normal way and is usually served with a slice of lemon. The tea is
served in quarter litre glasses, which stand in a silver holder with a handle,
and on a side plate with a tea spoon. A slice of lemon may be placed in the
glass and a few slices of lemon served separately. Sugar would be served
separately

SRI LANKA: Makes a pale golden tea with a good flavour. Ceylon blend is still
used as a trade name. Served with lemon or milk. Sugar would be offered
separately

TISANES: These are fruit flavoured teas and herbal infusions which are often
used for medicinal purposes and are gaining in popularity with trends towards
healthier eating and drinking. Often these do not contain caffeine. Examples
are:
Herbal teas:
Chamomile
Peppermint
Rosehip
Mint
Fruit teas
Cherry
Lemon
Blackcurrant
Mandarin orange
These teas are usually made in china pots or can be made by the cup or glass.
Sometimes served with sugar.

SERVICE OF TEA:
Cover: teacup, saucer, teaspoon in front of the guest.
Tray: tea pot, jug with hot water, milk jug, sugar basin with sugar tongs, tea
strainer, slop basin
Service: generally on the left side, next to the host/hostess who serves the
guest, unless requested by the guest

Brand names
Taj Mahal
Twinnings of London-earl grey tea
Tata Assam
Kannan devan
Brooke bond
Spencer’s
Pure Darjeeling tea(green)
Pure Darjeeling tea(flavoury pekoe)
Kotada
Planters’ choice
Lipton-yellow label
Instant-lipton, nestea

COFFEE

The first commercial cultivation of coffee is thought to have been in the

Yemen district of Arabia in the fifteenth century. By the middle of the
sixteenth century coffee drinking had spread to Sudan, Egypt, Syria and
turkey. Venetian traders first brought coffee to Europe in 1615 and the first
coffee house in England was opened in oxford in 1650. The drinking of coffee
spread from Britain to America, but after the Boston tea party, in 1773, the
North American palate changed from drinking tea as a beverage to coffee.
The trees that produce coffee are of the genus coffea Arabica and coffea
camephora, which is usually referred to as robusta. Arabica accounts of some
75 % of world production. The coffee tree is an evergreen shrub, which
reaches a height of two to three meters when cultivated. The fruit of the
coffee tree is known as the cherry and these are about 1.5cm in length and
have an oblong shape. The cherry usually contains two coffee seeds. The
coffee tree will not begin to produce fruit until it is 3-5 years old and it will
then usually yield good crops for up to 15 years.

COFFEE PRODUCING COUNTRIES:

Coffee is a natural product grown in many countries of the tropical and
subtropical belt in south and Central America, Africa and Asia. It is grown at
different altitudes in different basic climates and in different soils and is
looked upon as an international drink consumed throughout the world. Brazil
is the largest grower of coffee, Columbia is second, the Ivory Coast third and
Indonesia fourth.

MANUFACTURING OF COFFEE:
1. Beans are washed
2. Dried
3. Skinned
4. Shipped
5. Roasted : this develops the flavour, determines the colour and strength
of the brewed coffee. The common degrees of roasting are
a) Light or pale roasting: suitable for mild beans to preserve their
delicate aroma
b) Medium roasting: give a stronger flavour and are often favoured for
coffees with well defined character
c) Full roasting: popular in many Latin countries, they have a bitter
flavour
d) High roasted coffee: accentuates the strong bitter aspects of coffee,
although much of the original flavour is lost
6. Ground: this is done in a coffee mill. It preserves the flavour as much
as possible. Three grades are available
a) fine ground coffee, which gives a decoction with high body
b) medium
c) Coarse ground powder is more suitable for preparing coffee decoction
by percolation. It retains the aroma and flavour better
7. Blending: blended with chicory roots of coffee, dried and powdered

RULES TO OBSERVE WHILE MAKING COFFEE

• Use freshly roasted and ground coffee

• Buy the correct grind for the right type of machine
• Clean the equipment
 • Use a set measure
• Add boiling water to the coffee
• Infusion time is according to the type of coffee being used and the
method of making
Control the temperature. Do not boil it.
• Strain and serve
• Add milk/ cream separately
• Serving temperature- coffee- 82*c
Milk-68*c

PURCHASING COFFEE:

The different means of purchasing coffee are:

• Bulk: allowing for the traditional methods of making and serving
• Coffee bags: these are heat-sealed and come in one-cup, two-cup, pot-
for-one or bulk brew sizes up to several litres.
• Instant : instant coffee granules, available in sizes from one cup to pot
size
• Individual filters: vacuum packed and containing one portion

CHARACTERISTICS OF GOOD COFFEE:

Coffee should have:
• Good flavour
• Good aroma
• Good colour when milk or cream are added- not grey
• Good body

REASONS FOR BAD COFFEE:

WEAK COFFEE:
• Water has not reached boiling point
• Insufficient coffee used
• Infusion time too short
• Stale or old coffee used
• Incorrect grind of coffee used for equipment in operation

FLAT COFFEE:
• All points for weak coffee listed above
• Coffee kept too long before use, or kept at wrong temperature
• Dirty equipment
• Water not fresh
• Coffee reheated

BITTER COFFEE:
• Too much coffee used
 • Infusion time too long
• Coffee not roasted correctly
• Sediment remaining in storage or serving compartment
• Infusion at too high a temperature
• Coffee may have been left too long before use

THE GRIND

Roasted coffee must be ground before it can be used to make the brew. Coffee
is ground to different grades of fineness to suit the many different methods of
brewing.
Method Grinding grade
Cafetiere medium
Espresso very fine
Filter/drip fine to medium
Jug coarse
Percolator medium
Turkish pulverized
Vacuum infusion medium fine to fine

COFFEE MAKING METHODS:

Coffee may be made in many ways and the service depends on the method
used. A description of various methods is given below:

INSTANT:
• This may be made in individual coffee or tea cups, or in large quantities.
It involves the mixing of soluble coffee solids with boiling water.
• When making instant coffee in bulk, app. 71 g to each 4.5 litres of water
should be allowed.
• This form of coffee may be made very quickly, immediately before it is
required, by pouring freshly boiled water onto a measured quantity of
coffee powder. Stir well.

SAUCE PAN OR JUG METHOD:

• This is an American method of making coffee.
• A set measure of ground coffee is placed in a saucepan or jug and the
required quantity of freshly boiled water is poured onto the coffee
grounds.
• This should then be allowed to stand for a few minutes to extract the
full flavour and strength from the ground coffee. It is then strained and
served.
LA CAFETIERE:
• La cafetiere or plunger method makes coffee simply and quickly by the
infusion method and to order. This ensures that the flavour and aroma
of the coffee are preserved.
• La cafetiere comes in the form of a glass container with a lip held in a
black, gold or chrome finished holder and sealed with a lid which also
holds the plunger unit in position.
• The method of making is completed simply by adding boiling water to
the ground coffee, stirring and then placing the plunger unit and lid in
position.
• It has a visual attraction and involves the client in completing the
process by ensuring the plunger unit is pushed to the base of the glass
container before serving.
• During this time the coffee grains will rise to the top of the liquid. After
this if the plunger is slightly moved the coffee grains will fall to the
bottom of the glass container. This action makes the pushing of the
plunger down easier.

PERCOLATOR METHOD:
• A set quantity of coffee grounds is placed in the percolator, which is
then filled with freshly drawn water.
• The water, upon reaching boiling point, rises up through a tube and
percolates the coffee grounds, extracting the full flavour, colour and
strength. Hot or cold milk, cream and sugar may be added to taste.
• The length of infusion time is determined by the strength of coffee
required, which in turn is controlled by a thermostat.
• When this infusion time has been completed the coffee liquid no longer
continues to infuse with the coffee grounds but is held in the main body
of the percolator at the correct serving temperature of 82*c. the use of
this method of making coffee is declining.

CONA / VACUUM INFUSION:

• This traditional method of making coffee had considerable visual appeal
in the restaurant, and had the advantage that the coffee served was
always fresh as only limited quantities were made at one time.
• It also avoids making too much coffee and therefore prevents wasting
or serving old, flat, bitter coffee during another food service period.
• The filters in this vacuum-type equipment are sometimes glass, but
more often than not are made of plastic or metal.
• The bowls are either glass or metal. In this method of making coffee the
lower bowl is filled with cold water or, to speed up the operation,
freshly heated but not boiled water, up to the water level.
• The upper bowl is then set in the lower bowl, making sure it is securely
in place. The filter is placed in the upper bowl, ensuring it is securely
 fitted, and the required quantity of ground coffee is then added
according to the amount of water being used. The water is then heated.
• As the water reaches the boiling point it rises up the tube into the
upper bowl, mixing with the ground coffee. As it rises in the upper bowl,
it is often best to stir the mixture gently to ensure that all coffee
grounds infuse with the liquid, as sometimes the grounds are inclined to
form a cap on top of the liquid and therefore do not fully infuse.
• At the same time, care must take that the filter is not knocked as this
may cause grains to pass into the lower bowl.
• On reducing the heat, the coffee liquid passes back into the lower bowl
leaving the grounds in the upper bowl. The upper bowl and filter are
then removed and washed ready for re-use. The coffee in the lower
bowl is ready for use and should be served at a temperature of app.
82*c.

FILTER / CAFÉ FILTER (FRENCH):

• Two containers are placed on top of each other. The upper one has a
fine base on which the coffee grounds are placed.
• Boiling water is placed on top. Infusion takes place. Coffee falls into the
lower container.
• Filter paper can be placed on the mesh if the grounds are very fine. The
equipment has to be very hot before starting the procedure.

INDIVIDUAL FILTER:
• This is an alternative way of making filter coffee. It is a plastic,
disposable, individual filter, bought with the required amount of coffee
already sealed in the base of the filter.
• Each individual filter is sufficient for one cup and after use the whole
filter is thrown away.
• The advantage of this method is that every cup may be made to order.

ESPRESSO
• This is made by a special machine that brews the beverage, a cup at a
time. It is a very fast method. Makes one cup in few seconds and 300-
400 cups/hour.
• Characteristics of espresso:
• Coffee grounds are very fine
• Steam is passed over the grounds and infusion takes place under
pressure. Served black in a small glass cup
• Cappuccino- milk is heated for each cup by a high-pressure steam
injector and transforms black coffee into cappuccino

STILL SET
• There is a central container with filter paper of the correct size.
 • On it is a metal fine-meshed filter with a handle. On top of this, the
ground coffee is added
• There are two urns on either side
• Boiling water is passed over the grounds; it infuses and passes into the
urns

TURKISH/EGYPTIAN

• Made from darkly roasted mocha beans, ground to a fine powder

• Copper pots are used
• Water is allowed to boil
• Water is poured on the grounds/ the coffee grounds are stirred in
• Sugar is added in the pot
• Coffee pot is taken off the heat
• Cooling causes the grounds to settle
• Bring to boil twice again and allow it to settle
• Sprinkle cold water to settle the remaining grounds
• Do not stir once the coffee has been stirred in
• Serve in small cups
• The coffee can be flavoured with vanilla pods

DECAFFEINATED COFFEE:

Coffee contains caffeine which is a stimulant. Decaffeinated coffee is made

from beans after the caffeine has been extracted. The coffee is made in the
normal way

STORAGE:
Some tips for storing coffee:
• Store in a well ventilated store room
• Use an air-tight container for ground coffee to ensure that the oils do
not evaporate causing loss of flavour and strength
• Keep coffee away from excess moisture
• Do not store near any strong smelling foods or other substances, as
coffee will absorb their odours

SERVICE OF REGULAR COFFEE:

• Place a tea coffee cup, saucer and coffee spoon.
• Use a serviette
• Salver with coffee pot. Milk jug, cream jug, sugar basin
• Right at the beginning, ask how much sugar is needed
• Ask whether black coffee or with milk
• Pour the black coffee. If with milk, leave some space at the top of the
cup
• Ask whether milk/ cream is required
 • Pour the requirement. If it is cream, pour it very gently

SPECIALITY COFFEE

Monk’s coffee: Benedictine

Russian coffee: vodka
Jamaican coffee: rum
Calypso coffee: tia-maria
Highland coffee: scotch whisky
Seville coffee: cointreau

BRAND NAMES
Coorg- 100% pure filter(no chicory)
Coorg- 53% coffee (47% chicory)
Nescafe- class instant
Bru-instant
Sunrise-instant
Kothas-filter
Green label-filter
Decaffeinated- nestle, star bucks, brook. The stimulant caffeine is removed. In
Europe it is called café hag, and in USA, it is sanka
COCOA

Cocoa is grown in Ghana, Nigeria and in South America. It contains caffeine.

The ripe pods are cut open and emptied out.

PROCESSING

1. FERMENTATION: the beans and mucilage are scooped out and piled in
heaps in perforated wooden boxes for 3-12 days. The colour of the
beans changes from:
pale yellow violet brown
2. CURING: dried in the sun/ in hot air dryers. The colour of the shell is
dark brown
3. ROASTED : cleaned, sorted, roasted. Roasting develops the flavour and
colour. Roasted beans are passed through corrugated rollers to break
their shell and separate the germ. The roasted, de-hulled and de-germed
beans are called nibs. The colour becomes dark brown on blending of
the nibs
4. GRINDING AND DE-FATTING: the beans are cooled and gently
crushed. The roasted nibs are ground using stone mills to a fine paste
or liquor.
5. The heat produced causes the fat to melt. It is very rich in fat and
cannot be used directly for the presentation of any beverage
6. Cocoa mass is filtered to separate a major part of cocoa butter. The
amount of fat left in pressed cake can be varied by conditions of
pressing
7. The pressed cake is then cooled, ground in special mills and sifted
through fine silk screens. The fine powder, which is mixed with
flavouring materials and homogenized, is the cocoa from which the
beverage is prepared.

Hot chocolate is a hot drink made by mixing cocoa in water or milk. A paste
has to be made with cold water first and then boiling water/ milk is added. It is
better to boil the cocoa for few minutes to gelatinize it. This gives body and
flavour to the beverage and reduces the amount of sediment.
Service: tea cup/ saucer, tea spoon from right hand side

NOURISHING BEVERAGES:

(1) Bournvita: Mixture of malt, sugar, glucose, cocoa powder, dried milk,
salt and flavouring. Blended together, cooked under vacuum until
brittle. Carefully broken up.

(2) Horlicks: malted milk made from wheat flour, malted barley and milk.
 (3) Oval tine: Made from barley, malt milk, cocoa powder, soya flour, eggs
and vitamins.

(4) Milo: Made from condensed milk and malt extract with cocoa powder,
milk products and added vitamins.

Other Patent Beverages:

(1) Boost

(2) Complain

(3) Mistura - red almond, chocolate, rich protein mixture

Hot Milk
It is a soothing beverage. It is served in a teacup with a sugar basin or
sometimes in a highball glass.

REFRESHING BEVERAGES:

ICED TEA
Make strong tea. Chill well. The iced tea may be strained and stored chilled
until required. This then may be served in a glass, on a doily, on a side plate
and a tea spoon.
Garnish : A slice of lemon and sprig of mint.
Alternate method:
Place crushed ice in a tall glass. Bring cool black tea in a teapot. From the
right, pour it over the ice.

COLD COFFEE:
Strong coffee (black) should be made in the normal way. Strained and chilled
well until required. It is served with an equal quantity of chilled milk for a
smooth beverage or with cream in a tall glass with ice cubes added and with
straws. The glass should stand on a doily on a side plate with a tea spoon and
wherever necessary, some cream should be served separately. It could be
topped with ice cream.
MILK DRINKS:

(1) Plain cold milk - it is refreshing and nourishing. Generally served in

tall glass with an under liner and doily in between and sundae spoon.
Sugar syrup is given separately and a straw is also provided.

(2) Milk shakes: a mixture of fresh milk, ice cream and a flavouring syrup
mixed rapidly whisked to be topped with ice cream.

Service:
 • Plain milk shakes- in a tall glass with a straw and a under liner with a
doily.

• Milk shakes with ice cream- in the tall glass on a doily covered under
liner with a straw and a sundae spoon.

(3) Ice cream sodas- a combination of fruit syrup and fresh cream in a
long glass filled with soda water and topped with ice cream.

Service: in a tall glass in a doily covered under liner, with a straw and a
sundae spoon.

(4) Egg nog- these are beaten eggs with fruit syrup and sugar added,
mixed with hot/cold milk, and garnished with nutmeg powder.

(5) Iced chocolate- make a hot chocolate with melted chocolate, caster
sugar and milk. Cook it, whisking it all the time. Allow it to cool
completely. Put it in a blender with crushed ice.

Service: immediately served in a 12 oz glass on a doily covered

underliner with a straw.

(6) Flavoured milk: in tetra packs.

SQUASHES AND CORDIALS:

These are all concentrated fruit extracts, meant to be broken down with fresh
or aerated water into a long drink and may be served hot or cold.

A FRUIT SQUASH is made from fruit juice, sugar and preservation.

FRUIT CORDIAL is a fruit squash from which all suspended matter is

completely eliminated is perfectly clear. It is filtered and clarified using fining
agents. It is preserved by adding Potassium meta-bi-Sulphide and Sodium
Benzoate or Pasteurized by Freezing.

FRUIT SYRUPS

These are concentrated fruit juices preserved with sugar or manufactured

from compound colorings and flavours eg. Orange, Lime, Cherry etc.
Grenadine (pomegranate) cassi(blackcurrant)

Citronelle (lemon) gomme(white sugar syrup)

Framboise (raspberry) cerise(cherry)

Orgeat(almond)

FRUIT JUICES

1. FRESH JUICES: the unfermented juice of fresh fruits eg: Apple, grapes
,pineapple.

Service : in a High Ball glass on a doily covered under-liner, with a straw and
a teaspoon. Sugar Syrup to be served separately.

2. PRESERVED : used in BARS.

• Canned

• Bottled

• Tetra packets

It is served in 8 oz glasses on a doily –covered underliner. Since they already

have high sugar content, there is no need to give sugar syrup separately.
Provide a straw with it.

NATURAL SPRING WATER / MINERAL WATER

The EU has divided bottled water into 2 main types:

(1) Mineral water

(2) Spring water

Mineral water has a mineral content (which is strictly controlled), while spring
water has fewer regulations, apart from those concerning hygiene. Water can
be still, naturally sparkling or carbonated during bottling.

Bottle sizes for mineral water and spring waters vary considerably from 1.5
liters to 200 milliliters. Some brand names sell in both plastic and glass
bottles, whist other brands prefer either plastic or glass bottles depending on
market and the size of container preferred by that market.

DIFFERENT TYPES OF MINERAL WATER

NAME TYPE COUNTRY
APPOLLINARIS NATURALLY SPARKLING GERMANY
CONTREX STILL FRANCE
PERRIER NATURALLY FRANCE
SPARKILING OR IN
FRUIT FLAVOURS
ROYAL FERRIS NATURALLY SPARKLING NORWAY
SAN PELLEGRINO CARBONATED ITALY
SPA STILL, NATURALLY BELGIUM
SPARKLING OR IN
FRUIT FLAVOUR
SPA MONO POLE STILL OR SPARKLING BELGIUM
VICH CELESTINES NATURALLY SPARKLING FRANCE
VITTEL NATURALLY SPARKLING FRANCE
VOLVIC STILL FRANCE

DIFFERENT TYPES OF SPRING WATER

NAME TYPE COUNTRY

ASHBOURNE STILL OR SPRAKLING ENGLAND
BADOIT SLIGHTLY SPARKLING FRANCE
BUXTON STILL OR CARBONATED ENGLAND
EVIAN STILL FRNACE
HIGHLAND SPRING STILL OR CARBONATED SCOTLAND
MALVERN STILL OR CARBONATED ENGLAND

Natural or Spring waters are obtained from natural springs in the ground ,the
waters themselves being impregnate with the natural minerals found in the
soil and sometimes naturally charged with an aerated gas. Where natural
spring waters are found there is usually what is termed a Spa, where the
waters may be drunk or bathed in according to the cures they are supposed to
effect.

ALKALINE WATER
These are the most numerous of all the mineral waters. It is said they help
treatment of gout and rheumatism. Some examples are:
Perrier Saint- Galmier
Malvern Aix-les-bains
Vichy Aix-la-chapple
Evian Selters

APERIENT WATERS
So named because of their saline constituents, these being in the main
sulphate of magnesia or sulphate of soda.some of the examples are:
Cheletencham Montmirail
Lamington-Spa Seidlitz

CHALYBEATE WATERS
These mineral waters are two kinds, being either carbonated or sulphated .It
is recognized that they act as stimulating and tonic. Some examples are:
Forges Passy
Saint Nectaire Vittel

LITHIATED WATERS
These are rich in Lithia Salts. Some examples are:
Badeb-baden Carlsbad
Saint Marco Sakvator

SULPHUROUS WATERS
These waters are impregnated with hydrogen. Some examples are:
St.Boes
Harrogate
Challes
TABLE WATERS

These waters are recognized to be much highly mineralized than other natural
spring waters and are mainly alkaline. They may be between meals or at a
meal time, either alone or mixed with light wine or spirits.