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UNIT – I

UNIT -1, INTRODUCTION TO CATERING TECHNOLOGY

Hotel industry has its roots in the past hundred of years.Necessity and urge to travel by foot, cart, horse bed, Trees planted along road side led to making places for food and rest. Inns and dharam shalas have been in existence for long.

Rulers made dharamshalas, and sarais were made during Mughal period . After Mughal empire sarais were taken over by Britishers. In 18th century there were plenty of taverns in our country. Sarais took modern form

Rest houses Taverns and Inns were made for Royal families during the last few years great changes have been made People travel for enjoying holidays, business, pilgrimage, sports, education, adventure, and medical purposes.

SCOPE, CAREER AND OPPORTUNITIES IN CATERING TECHNOLOGY

a)Jobs in F&B service-F&B manager, Assistant F&B manager, banquets manager, Bar manager,F&B controller, Room service manager, Event manager, Bartender, Senior captain,Captain,Steward,

b)Jobs in Food production-Executive chef, Sous chef, Chef de partie,commis -1,commis-2,commis-3 in all departments of kitchen like Bakery, Indian kitchen,Speciality kitchen,Garde manger,

Food and beverage service is a dynamic industry covering a wide range of job roles.

AIRLINES =for the post of flight Stewards and Air hostess .Staff also works in the flight kitchen as ground crew (Food production). The airlines look after the catering department more carefully than others in terms of food quality and hygiene.

ROAD TRANSPORT/tourist buses/taxi passengers stop to have their meals at motels, but in India eating at Dhabas is very popular. A dhaba is a theme based road side restaurant. Nowadays fast food restaurant chains like McDonalds are also catering for the road travelers

RAILWAY--Nowadays most of the trains have a pantry car. The meals are cooked in the pantry and served to the passengers.

Some trains pick up the meals from identified stations. Railway stations also have railway canteens & kiosks. Railways have their own catering Managers/assistants & also give catering contract to private caterers

HOTEL MANAGEMENT INSTITUTES – it is meeting the demand supply ratio for the trained manpower as regards to the booming demand for jobs & industrial training. Lots of students also come into teaching career

TRAVEL AGENCIES –one can also join a travel agency into Air Ticketing or cargo and later become an Executive

BUSINESS Hotels, bars Food courts, Restaurants, road side Dhabas,outdoor catering, event catering, banqueting. Mobile catering, motels, rotels.Event management-can manage an event company or work for it

DIFFERENT KINDS OF CATERING ESTABLISHMENTS

1,COMMERCIAL--These can be in restricted areas like Army area or Railway, Airlines or General area, where permission from the respective authorities has to be taken

2, SUBSIDISED/WELFARE, The second one are subsidized or welfare where food is given on cost to cost or free basis

COMMERCIAL / SUSIDISED/WELFARE
Hotels,
Cruise liners
Motels
Floatel,
Kiosks
Restaurants.
Banquets
Food courts
Take aways
Fast food restaurants
Bars
Vending machine
Outdoor catering
Mobile catering / Institutions,
Schools,
Universities
Hospitals,
Prisons,
Employee canteen

ORGANISATION OF F & b DEPARTMENT OF A HOTEL

DUTIES & RESPONSIBILITIES OF SERVICE STAFF

FOOD & BEVERAGE MANAGER

Responsible for policy making and ensuring its implementation

Ensuring the required profit margins are achieved for F&B in each financial periods

Menu compilations

Hiring & Firing staff

Holding regular meetings

Departmental trainings, promotions and maintenance of the highest standards

DUTIES/QUALITIES OF A RESTAURANT MANAGER

An effective Restaurant manager should be aware of standards, service procedures, He should be knowledgeable, & have a natural flair for selling

Budgeting – Meeting the budget, business forecast, market survey, sales calls,

For employees- Discipline, leader ship, relation ship,motivation,co –ordination, oral & written communication, ,team development. duty roster, staff time management. Employee’s grievances, progress report.

For guest-personalization, guest relation, guest satisfaction, problem solving

Operational skills, Menu pricing, standardization of products, accident presentation, maintenance, conducting interviews, cost control

Marketing– Merchandising of products, holding food festivals, calling guests on birthdays wedding anniversaries

Reception Head waiter/Hostess:

 Responsible for reservations & allocating of tables

 Greeting & seating guests

 Seeing-off the guests

Head Waiter/ Maitre d’ hotel/ Sr. Captain:

Overall in charge of the staff team

Attend daily meeting with managers, conducts briefing

Over all supervision of the outlet, maintenance etc

Staffing, duty roster, daily briefing

Should have a flair for up selling, wines, Flambé

Ensure guests’ personalization and satisfaction

Should make daily report. Sale etc

Allocate the duties of the staff; take responsibilities in absence of Manager

Maintain daily cover report. LOG book

Assists the Mgr. in making duty roasters and job allocations during operations

Station Head Waiter /Chef de rang / Captain:

 In charge of a section / station

 Coordinates the service at the section

 Takes orders & conducts the service as per

the set standards of the organization

Waiter / Commis de rang / Steward:

Both the Station Waiter & Captain must work together as a team to provide an efficient & effective service

Service of food & beverage

Table /buffet layout

Mis en place

Asst. waiter / Demi Commis de rang/ Asst. steward:

Assists in the service in a section

Waiters are under the station waiter

Picks up orders

Assists in service

Clears & organizes mise-en-place

Apprentice / Debarrasseur / Trainee Commis:

Is a learner and will carry out instructions of the service team and assist wherever required

Wine waiter / Sommelier / Wine butler:

Suggests and serves beverages specially wines

COORDINATION WITH OTHER DEPATMENTS OF THE HOTEL

Food and beverage service staff should have proper co ordination and co operation

Amongst themselves. But the staff of F&B service should also maintain healthy relations with other departments –

KITCHEN=

The staff of kitchen provides food against KOT.Staff works on hot ranges, tandoors, grills, and salamander, hot plates, and ovens .they is also under constant pressure for making the orders in time. During rush hours it is the morale duty of the service staff to talk softly to them, so that there are no quarrels or arguments with them

HOUSEKEEPING=

Supplies linen & uniform to the F&B outlets & staff. Any requirement for extra linen should be given in time .Also cleaning of public areas, provides flowers for restaurants etc

ENGINEERING=

Changing of fused bulbs, maintenance jobs should be given in written to the engineering and a proper follow up should be done. Training for Fire fighting

HUMAN RESOURCE=- Staff should report in time, leaves etc should be taken with prior permission of the in charge / HOD

FRONT OFFICE=

All vouchers /meal coupons/signage for banquet parties, meal allocation list,VIP list and billing during check out are done by front office so a cordial relationship exist with front office.

ACCOUNTS/CONTROLS/STORES= for calculating salaries wages, Controls for Restaurant & bar inventory, Store for providing items of stationery, Groceries, perishables etc

KITCHEN STEWARDING=

for washing cutlery,crockery,glasses..they clean the floor ,the kitchen hoods, do the garbage disposal etc

To summarize F&B service is dependent on all the major departments of the hotel, so all should work like a well knit team to give the best results

ATTRIBUTES OF A WAITER

The hotel & the restaurant business is an admixture of showmanship diplomacy and sociability .All front line personnel are required to communicate effectively with certain manners and etiquettes with a touch of gentleness

Etiquettes should comprise the following—

Attend the guests as soon as they enter the restaurant

Assist the guest to remove warm coats in winter and help to put them on when they leave.

Wish guest as per the time of the day, welcome them to the restaurant

Preferably address them by their names.

Escort the guest to the table

Be polite to the guest,

Help to seat ladies and elderly people by pulling the chair, Say may I

Provide extra cushions and baby chair for children

Do not converse near the side boards,

Announce the name of the dish while serving

When speaking to guests do not interrupt if he is speaking to another guest.

Do not use chewing gum or brittle nuts in the restaurant

Do not solicit for tips

Respect your seniors

GROOMING / PERSONAL HYGIENE

Grooming is one of the most important feature of a steward, since he is in direct contact with the guest. He projects the standards of the establishment.

A well groomed steward represents qualities such as hygiene sanitation, professionalism and the style of management of his establishment –

Should have a smart turn out and have the basic etiquettes

Have a sound knowledge of English and menus

Respect the seniors, maintain good relations with service & kitchen

Points--- hair should be cut close

The uniform should be spotless and well ironed

Nails should be well cut and hands absolutely clean because we are food handlers

There should be no body odour or smell of cheap perfumes

Shoes should be well polished and of conservative style.

One should be well shaved and moustache well trimmed

There should be no bad breathe

WAITRESS-Apron and hair band should be cleaned; black shoes with sturdy heels are advisable. Stockings should be clean. Jewellery to be avoided. Strong perfume not allowed.

ATTITUDE TO WORK AND SALESMANSHIP

Be friendly but not familiar with the guest.

Understand the guest and his needs, Always talk in a polite, courteous tone & manner. The guests can be of different types--

  • Nervous- tired, unreasonable, cross---We got to be- quite, calm, considerate
  • Dependent– undecided, timid, sensitive---We got to be- gentle, helpful, sympathetic
  • Disagreeable- inquisitive, talking, insulting---We got to be- knowledgeable, courteous, self controlled
  • Trying- indifferent, silent--We got to be tactful, explanatory
  • Common sense customer- are intelligent--We got to be efficient from our side

STEWARD GUEST RELATIONSHIP= 5 dimensions on which service depends

Reliability- to serve as per promise, dependably & accurately

Tangibles- the appearance of facilities, equipments, material

Responsiveness- the willingness to serve or do the job for the guest

Assurance- developing trust & confidence with your product

Empathy- the caring individual provided to the customer

Moment of truth is a good image or a perception formed in the mind of the guest after utilizing the service of any Hotel

Jan Carlzon ,CEO of Scandinavian air lines was flying back to his home town, was half asleep

,He Suddenly remembers the moments where a particular staff of a hotel had taken special care about him

This image or perception will remain in his mind forever. This is called as golden moment of truth

FOOD SERVICE AREAS : STILL ROOM , SILVER ROOM or PLATE ROOM

PANTRY

provides tea/coffee/hot chocolate/ bourn vita/ horlicks

  1. Juices-orange ,pineapple, tomato ,mango, sweet lime, grape fruit
  2. Sugar cubes, sugar sachets, sugar free, demarera, castor sugar
  3. Butter , jam, marmalade,honey,cheese, plums, cherries, pickles
  4. Rolls toast, croissant, muffins, Danish pastry. Brioche, doughnuts.
  5. Cereals - porridge, corn flakes,oatmeal,chocoflakes,with hot/cold milk
  6. Sandwiches ,burgers, hot dogs, Cole slaw ,mayonnaise,ham,chicken, slices of tomato, cucumber, cheese, sausages
  7. Fresh fruits

Plate room is also called as silver room

All types of silver items like cutlery ,silver flatware like salvers platters entre dishes, hollow ware like tea pots ,coffee pots ,water jugs, candle stands ,menu stands, ash trays ,butter dishes, bud vases ,cruet sets are kept in shelves or drawers with green colour blaze cloth

-Also some crockery items are kept in separate shelves

-The lighter items are kept on the top

-There are labels with name of items on each shelf or drawer

-The silver room comes under kitchen stewarding manager or chief kitchen steward.

-These items are on the stock register and are issued time to time during the visits of head of states, Delegations ,chairmen ,administrative officers other VIPS

-Requirement should be sent a day in advance to polish the items

DO’S AND DON’T DO’S

  • WELCOME THE GUEST WITH SMILE.
  • HELP THE GUEST TO FEEL COMFORTABLE
  • LISTEN TO GUEST ORDER CAREFULLY WITH PATIENCE
  • RESPONSE TO GUEST CALL PROPERLY.
  • COMMUNICATE WITH COLLEAGUES IN MANNERED WAY.

DON’T RUN IN FRONT OF GUEST

DON’T MAKE EXTRA/UNWANTED NOISE IN GUEST AREA

DON’T SPIT IN GUEST/PUBLIC AREA

DON’T RUN IN GUEST AREA.

DON’T DO UNNECESSARY ARGUMENT WITH GUEST

UNIT – II

KITCHEN STEWARDING DEPARMENT AND ITS IMPORTANCE –

KITCHEN STEWARDING department looks after the cleaning, washing, polishing of the cutlery, crockery, glassware, hollowware items.

Also cleaning of certain areas of kitchen, cleaning of tiles, mopping of kitchen floor, cleaning of hoods, cold storage, drainage keeping stock of items and garbage disposal

The kitchen stewarding manager is in charge of the department .

He makes the roster for the staff. There are three shifts –morning –evening- night. Duty roster is changed every fortnight.

CALCULATION OF PAR STOCK FOR CUTLERY, CROCKERY AND OTHER OPERATING EQUIPMENTS

The minimum amount of cutlery/crockery or glassware or linen etc required to operate a restaurant is called as par stock .Par stock may be double or triple of the requirement as decided by the management . One part is for the layout in the restaurant, Second in the side board /cupboard and Third part is with stores or kitchen stewarding.

Restaurant equipments--May be divided into Tableware , Special equipments.6 ,Furniture & fixtures, Electrical equipments,

RESTAURANT CUTLERY

KNIVES / SPOONS / FORKS
Fish Knife
Joint Knife/dinner knife
Side Knife
Steak Knife
Butter knife / Soup spoon
Dessert Spoon
Tablespoon
Coffee spoon
Demitasse spoon
Parfait spoon
Service Spoon / Fish Fork
Joint Fork
Dessert Fork
Pastry Fork
Service Fork

Hollowware: Items apart from flatware & cutlery e.g. creamers, entrée dishes, teapots etc.

SPECIAL EQUIPMENTS / SPECIAL EQUIPMENTS
Asparagus holder
Pastry Slice
Cheese Knife
Pastry Fork
Corn on the cob holders
Lobster pick
Sauce laddle / Nut Cracker
Snail tongs & fork
Snail Dish
Sundae spoon
Stilton Scoop
Sugar tongs
Fruit Fork

GLASSWARE--Most delicate of all equipments

Is of 4 types: crystal, cut, blown and pressed

They are extremely important to the drinks appearance and hence should be appropriate, clean and attractive

NON STEM GLASSES— / STEM GLASSES--
Tom Collins – 12 Oz
Hi - Ball - 8 Oz
Juice Glass – 5 Oz
Old Fashioned Glass - 9 Oz
Rolly Polly -9 Oz
Beer mug 12 Oz
ONE OUNCE =29.8 ML(30 ML APPROX) =OZ / Brandy Balloon, Snifter, Inhaler - 8 Oz
Liqueur Glass - 2/3 Oz
Water Goblet - 10 Oz
Red Wine - 7 Oz
White Wine - 5 1/2 Oz
Champagne Saucer, Tulip, Flute 6-8 Oz
Sherry Co pita - 3 Oz
Beer Goblet - 10-12 oz

11, CROCKERY---Includes all types of plates, bowls and dishes made from porcelain, stoneware or pottery,

Cracks and Chips should be inspected for

Crockery / Crockery
B & B plate /Side plate/quarter plate
Fish plate
Dessert plate ( Sweet plate )
Meat plate/ Joint plate / dinner plate/ main course plate )
Soup plate-
Cheese plate / Coffee cup / Demitasse
Tea cup
Tea Pot
Milk Creamers
Ashtrays
Egg Cups
Sauce boats
Consommé cup
Cereal Bowl

BAR EQUIPMENTS=Caddy box = contains stirrers, cock tail swords, coasters, straws, tooth picks, Parasols, cocktail napkins

Bar equipments-- Rimmer, Cocktail shaker, Peg measure/jigger, Muddler, Mixing spoon, Hawthorne strainer, and Wine opener

Bar garnishes are –cherry, pineapple, olives, nutmeg powder, cinnamon powder, lemon wedges, lemon jest, mint leaves

13-FURNITURE-Chosen according to the need of the establishment

Wood is most common but aluminum, steel, wrought iron, marble tops, Plastic and fiberglass may also be used.

They should be easy to stack, should match the décor of the restaurant, should be fireproof, waterproof and durable, should be within the budget of the establishment, Style of service should be kept in mind.

CHAIR-A chair comes in various shapes & sizes, designs, materials and colour. As a guide a chair seat is 18 inches from the ground, the height should be 1 metre (3 feet) and the depth from the front edge of the seat to the back is 18 inches.

Tables-are of 3 main shapes, Round, Rectangular or Square. Tables can be for 2 pax, 4 pax, 8 pax and so on. Tables can be joint to seat large groups.

SIZES OF TABLES = all tables are 30 inches in height

Square: For 2 pax – 2.6 feet x2-6feet

For 4 pax – 3 feet x 3feet

Round: For 4 pax – 3 feet in diameter

For 8 pax – 5 feet diameter

Rectangular: For 4 pax – 4.6 feet x 2.6feet

Round tables are used in banquets for casual seating or formal seating with proper layout,

Banquet tables are 5 feet x 2 feet wide, are of folding types, they are mostly used for setting buffet counters

Classroom tables are 6 feet x 18 inches and used for classroom set up during conferences

Half moon tables, quarter moon tables are also used in banquets for buffet set up

Sofas & side tables are used in pre function area of the banquet.

Chairs can be stacked on top of each other and tables can be folded, they are easily transported, they are 18inches in height

SIDE BOARDS / Étagère / Dummy Waiter—also called side station is used in the dining room for stacking clean & wiped crockery, cutlery, linen and glassware required during service.