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Aboyer Aboyer aids the communication between the kitchen and restaurant. He receives the food order

from the service staff and announces the order to the kitchen. Aboyer is responsible for hot plate

section of the pantry.

A la carte Menu A la carte menu isa type of menu, where the food items are priced individually. Literary meaning

of a la carte is “from the card”

American service It is a type of table service. In American menu the food is pre-plated and portioned at the kitchen.

This type of service is relatively less formal and seen in coffee shops.

ABC ABC stands for Ashtray, Budvase and Cruet. ABC is kept at the centre of the table while laying

the cover.

Back of the House Back of the house is the ancillary area of the restaurant, where all the supporting service is

carried out. Some of the back of the house sections are pantry, dishwashing, hot plate, still room

etc.

Bain Marie Bain Marie is equipment that holds the Food hot. The equipment contains cylindrical drum,

which is heated with water. Bain Marie is usually used in Hot Plate section of the pantry.

Barker Barker is another term for Aboyer. Barker is the person who communicates between service and

kitchen and help to pick up the food in time. Usually the order taken by the waiter is hander over

to the Barker.

Bone China It is a white translucent ceramic material made from kaolin, china clay and bone ash. It is used in

restaurant to serve various dishes.

Briefing Briefing is done prior to the opening of the restaurant. In the briefing the senior most staff gives

instructions to the junior staff with regard to availability of dishes, special items of the day, and

also some training.

Buffets Buffet is a type of assisted service, where food and beverage is displayed at counters. Waiter

assists at the counters to take the food from the counters or the guest help themselves.

Bus Boy Bus boy is a person who helps the waiter. The main responsibility of a bus boy is to bring the

food from the kitchen and also do the clearance of plates from the table.

Carousel Carousel is a circular counter that revolves to display the food items. The carousel is fitted in

such a way that the one side is always inside the kitchen and other side is in the service area. As

the carousel revolves the counter is filled up from the kitchen and guests selects the food as it

revolves.

Carte du jour Carte du jour means “card of the day”. It is used to highlight the special dishes of the day. carte

du jour is actually an supporting menu to the main menu.

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Chafing dish It is a hollowware used to keep the food warm usually in buffet service. Chafing dish has a water

container, which is the base, food container and place for fuel. Using the fuel the water is heated

up and in turn the food is heated up with the hot water.

Cover Cover is the space on the table allotted for table-wares to the guest to consume his/her meal. The

size of the cover is 24 inch * 18 inch.

Cutlery Cutlery is the term denotes all the cutting implements such as knives. Cutlery can be made of

EPNS or stainless steel.

Demi-tasse Demi-tasse means half cup. It is used to serve coffee except breakfast. Size of demi-tasse is 75

ml.

Dummy waiter/ Demi waiter Dummy waiter is another term for side board. it is a restaurant furniture and used to keep all the

serving equipments for a meal session.

Elevenses Elevenses is a meal served at 11 o’ clock. It includes the food items as biscuits, cake etc. and

usually offered to children.

Gueridon trolley It is a mobile trolley from which the gueridon service is done.

Hostess Hostess is a member of restaurant brigade. Duty of hostess includes taking restaurant reservation

and receiving them at the door.

Indian breakfast It is a type of breakfast, which includes Indian dishes such as dosha, idly, chapathi etc. served

with chutney and vegetable curries. There are two types of Indian breakfasts viz. North Indian

and South Indian.

Lounge service It is a type of specialized service. Lounge service is done at the lounge of a hotel. Items such as

morning tea, afternoon tea, and alcoholic beverages are served in the lounge.

Maitre d’hotel Maitre d’hotel is the Supervisor of the a F&B outlet. He looks after the day to day operations of a

food service outlet.

Menu Menu is a list of food and/or beverage than can be served to a guest at a price. It helps guests to

select what they would like to eat and/ or drink. It is a document that controls and directs an

outlet’s operation and is considered the prime selling instrument

Mise-en-scene It means prepare the environment of the outlet before service. Mise-en-scene includes preparing

the restaurant welcoming, create ambience with regard to cleanliness, furniture setting and

temperature.

Mise-en-place Mise-en-place means “putting in place” and the term denotes to the preparation of a work place

for ultimate smooth service. To ensure that the restaurant is ready for service the waiter makes

sure that this station has been efficiently prepared for service.

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Napkin Napkin is restaurant linen. Napkin is used to decorate the table using various folds and also used

to keep on the lap of the guest to protect their clothes during service.

Sommelier Sommelier is the French term for wine waiter. He is responsible for the service of all alcoholic

drinks during the service of meals, and is also a sales person. He requires to have a thorough

knowledge of beverages and wines as food accompaniments.

Trancheur Trancheur is the French term for carver. His responsibility is to carve the meat joints in front of

the guest and serve to them.

Salesmanship The food and beverage service personnel are technical salespersons, hence they should have a

thorough knowledge of the proper presentation and service of all the food and beverage served in

the establishment

Tableware Table ware is a type of restaurant equipments used to keep on the table. Table ware includes

flatware, cutlery and hollowware. Table ware is made either EPNS or stainless steel.

Silver Dip Instantly removes tarnish from silverware, silver plate, cutlery and small silver items. Quickly

cleans even difficult to reach places such as between fork tines. Gives silver a brilliant shine. Just

dip, rinse and dry

Polivit Polivit is the one of the fastest methods of cleaning silverware. For this one needs aluminum foil,

baking soda, shallow pan and a clean cloth. The baking soda will "polish" the silverware,

removing dirt, stains, and grease. Rinse the silverware thoroughly under warm, running water.

Air-dry the silverware on a clean towel. Buff the silverware with a soft, clean cloth.

Burnishing machine This is a revolving drum like container using for cleaning silver ware, with safety shield attached

to it.. The burnishing machines are attached with ball bearing to run that effectively. Soap power

is used to clean the silver ware hygienically.

Thermal shock Thermal shock is the result of glass experiencing a sudden temperature change. Glass holds

temperature, and a rapid change in temperature can cause enough stress to result in breakage.

Mechanical shock Mechanical shock in glassware is the direct result of contact with another object, such as a

spoon, a beer tap, another glass, or a piece of china. This kind of contact can cause a minute

abrasion, invisible to the eye, but a source of weakness in the glass, making it more susceptible

to breakage from impact or thermal shock.

Disposables Disposables are use and throw products used in the service of food and beverage productsThis is

largely due to the increasing demand for fast food items. There are different types of disposable

used in the catering business and mostly they are used in outdoor catering, vending machines,

fast food outlets & hotels

Special equipments Special equipments are for specialized services. They are not used in regular services.

Specialized equipments are divided into Trolleys and Miscellaneous equipments. Some of the

trolleys used in a restaurant are gueridon trolley, bain marie, vending machine, hot plate etc.

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EPNS (Electro Plated Nickel Silver) EPNS is Silverware made of silver plating. Silver plating is a thin layer of silver on top of

another metal. It is made by an electrical process, hence the name – Electroplated Nickel Silver.

Cutleries and crockery’s of high class establishments are made out of EPNS which includes

different types of forks, knifes, pots, plates, salvers etc.

Table d’hôte or a fixed menu Table d’hôte refers to a menu of limited choice. It usually includes three or five courses available

at a fixed price. It is also referred to as a fixed menu. This term is known to caterers by its

abbreviation TDH menu. A table d’hôte menu is a complete meal at a predetermined price.

A la carte menu A la carte menu is a multiple choice menu, with each dish priced separately. If a guest wishes to

place an order he selects the item from the menu and pays for the order he made. In an a la carte

menu all items are cooked to order and served with accompaniments.

Hors d’oeuvre Hors d’oeuvre course aimed to stimulating the palate, and consists of small tasty dishes, using a

large array of different items such as anchovies, olives, cheese and smoked fish. They are often

referred to a starters or appetizers. This course could also include salads.

Entrée Entrée is the first meat in a French Classical menu. It usually comprises a dish made up of steak,

cutlets, casseroles or stews. Some example are Steak au poirre, Veal cutlets, and Irish stew.

Dessert This is the fruit course in the French classical menu and usually presented in a basket (Corbielle

de Fruits) and placed on the table, as part of the table décor, and served at the end of the meal.

All forms of fresh fruit and nuts may be served in this course.

Table Service It is a type of service. Table service is the service done at the table, where the guests are seated.

In the table service either service personnel or waiter serves the food to the guests or the guests

help themselves.

American service American service is a pre-plated service which means that the food is served onto the guest’s

plate in the kitchen itself and brought to the guest. The portion is predetermined by the kitchen

and the accompaniments served with the dish balances the entire presentation in terms of

nutrition and color. This type of service is common in a coffee shop where service is required to

be fast.

English service English service is often referred to as “Host Service” or “Silver service”. The food is brought on

platters by the waiter and is shown to the host for approval. The waiter then portions the food

and serves to the guest plate.

French service It is a very personalized service. Individual portioned food is brought from the kitchen in dishes

and salvers which are placed directly on the table. The plates are kept near the dish and the

guests help themselves.

Russian service Table is laid with food for guests and presentation is done elaborately. Guests help themselves.

This is an elaborate silver service much on the line of French service. Display and presentation

are the major part of this service. Some parts of the service such as carving and portioning etc are

done by the waiter.

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Gueridon service This is a service done from the gueridon trolley. The cooking is done at the gueridon trolley

place near the guest table and service is done at the guest table. The waiter plays an important

role as he is required to fillet, carve, flambé and prepare the food with showmanship.

Self Service In the self service the service is done by customer themselves. The guests collect the food from

the counters and then he/she may sit at the table or stand at high table to have the food.

Counter service Counter service sometimes called cafeteria service. The guests come in line, collect their food

from the counter and seat at the table to have the food. Food may be grouped together such as

cold and hot, or main course and desserts etc. In some places the guests also have to clear the

empty plates and cutleries after having the food.

Echelon In echelon service the counters are arranged in such a way that it provides better view of the

foods and arranged in angular way.

Carousel The carousel is a circular counter that revolves to display the food items. The carousel is fitted in

such a way that the one side is always inside the kitchen and other side is in the service area. As

the carousel revolves the counter is filled up from the kitchen and guests selects the food as it

revolves.

Carvery Cavery is a type of assisted service. This service method includes both table service and self

service. Some parts of the service is done by the waiter at the table and some parts of the service

is done guests themselves.

Take away The food order is placed at a counter and the food is collected from the same counter and take

the food away from the premises for consumption.

Drive thru The customer drives the vehicle to the counter and orders and collects the food and leaves the

counter.

Vending Machine The customer inserts the value of the food item displayed in the vending machine and selects the

food by pressing a knob. The vending machine dispenses the selected food. The vending

machine can dispense hot or cold food.

Food courts Food courts include series of individual counters where customer may either order and eat, or

buy from a number of counters and eat in separate eating area.

Kiosks Kiosks are outdoor arrangements that provide food and beverages to people in a specific

location.

Specialized Service/ In-Situ In-situ service is the service provided at the place, which is primarily not meant for service.

Examples of in-situ services are:

Tray service In the tray service the food and beverages are brought in a tray and given to guests. Such service

are seen in hospitals, guest rooms etc

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Room service In room service the service of food and beverages are done in the guest room. The food is taken

to the guest room in a tray or room service trolley.

Drive-in service The guests order the food from the vehicle parked at designated areas and service is done at the

vehicle. The food is placed on trays that are clipped in the door or steering wheel.

Lounge service In lounge service the food and beverage is served at the lounge area of a hotel

Mise-En-Scene Mise-en-scene is the preparation of the environment of the restaurant before starting the service

session. Creating a pleasing, safe and hygienic environment is the main task in the Mise-en-

scene. For the waiter the restaurant is the service area. Before each service session, the restaurant

should be made presentable enough o accept guests.

Mise-En-Place Mise-en-place means “putting in place” and the term denotes to the preparation of a work place

for ultimate smooth service. To ensure that the restaurant is ready for service the waiter makes

sure that this station has been efficiently prepared for service.

Guest Service Cycle Guest service cycle refers to the activities provided to the guests while in the restaurant. Guest

service cycle is the process, which repeats to every guest. Learning guest service cycle is very

important, because a good waiter should know what are the activities done in the restaurant

during the service.

Social Skill Social skill is a skill, which enable us to deal with social situations. Social skills have an

important part to play in food and beverage service. Because service is about meeting the guest’s

psychological needs and making him feel welcome, and social skills are essential part of this

process. Social skills can be used for selling of food and beverage products also.

Kot/ Bot Controll System A variety of control systems are used in the hotel industry. One such important control system is

the KOT control. When an order is taken from a guest, it is ordered in triplicate on a Kitchen

Order Ticket. One copy goes to the kitchen, against which the chef prepared the dishes ordered

for. The second copy goes to the cashier to make the bill. The third copy is the waiter’s copy,

against which the food or beverage to be served to the guest is picked up

Specialty Restaurant Speciality restaurant is a restaurant serves specialized cuisines. Service in a specialty restaurant

is both formal and stylish. The prices tend to be high because of higher overheads. The menu

may be an a la carte, buffet, or a table d’hote. Waiters should be highly skilled, as specialized

services such as preparation of food at tables and flambés, may have to be done.

Coffee shop Coffee shop is a 24 hours F&B outlet. Usually coffee shop situated near to the lobby of a hotel.

Style of service is American that is pre-plated. The menu of coffee shop is varied. Menu

comprises of Full-day menu or according to meal session.

Cafeteria Service This service exists normally in industrial canteens, colleges, hospitals or hotel cafeterias. To

facilitate quick service, the menu is fixed and is displayed on large boards. The guest may have

to buy coupons in advance, present them to the counter waiter who then services the desired

item. Sometimes food is displayed behind the counter and the guess may indicate their choice to

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the counter attendant. The food is served pre-plated and the cutlery is handed directly to the

guest. Guests may then sit at the tables and chairs provided by the establishment.

Fast food Service 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 a la 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.

Room service Room service is offered to the resident guests. Guests order food and/ or beverages to the kitchen

and order is taken by the room service order taker. Once the order is taken then it is passed to the

kitchen. Once the order is ready the room service waiter serves the food and/ or beverage at the

room. Along with the food, the bill is also presented to guest to be signed or payment.

Banquet Service Banquet functions are the services provided at a fixed time and at a fixed venue. The banquet

service is inevitable in a hotel due to its revenue earning potential. The reason is that banquet can

offer service to a large number of guests at a time. Banquet service can be formal or informal.

Bar service 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 areas, and is used for the service

of paying customers, be it in-house guess or non-residents. The dispense bar is used for

dispensing drinks 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.

Vending Machine Vending machines are machines dispensing food and beverages and placed at various places.

The main advantages of vending machines are the convenience. But the main disadvantage is the

limited choice. Vending machines does not require the help of service staff to operate.

Ancillary Areas and Services Ancillary areas are the supporting areas of F&B service department. Without the help of the

ancillary departments F&B service department cannot work smoothly. In this regard the ancillary

departments are very important for F&B service department. Major ancillary departments in a

five star hotel are the following.

1.Pantry

2.Still room

3.Silver room

4.Linen Room

5.Hot plate

6.Wash-up area

7.Kitchen stewarding

Pantry Pantry is the area situated between the Kitchen and Restaurant. Pantry consists of the following

sections. Hot plate or food pick up area, Place to keep dirty plates and glasses, Place or box to

keep soiled linens, Place to keep clean plates and cups, A sink to wash small equipments such as

glasses and cups, A dispense Bar

Still Room

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It is one of the very important supporting areas in the food and beverage department of the hotel.

It provides the food and beverages for the service of meals which are not provided by the

kitchen. The still room makes all the hot and cold non-alcoholic beverages needed for the

restaurant.

Silver Room Silver room is the place where all the silver wares are stored and cleaned. Still room holds the

complete stock of all the silverware such as flatware, cutlery, hollowware etc. separate storage

areas would be allotted to store different types equipments. It is very important area that the

silver room should contain space for silver cleaning.

Linen Room The linen room is important back of the house service area in a hotel. The linen room should

stock minimum linen and uniform required to meet the daily demands so as to ensure smooth

operations. Linen is changed daily in the restaurant and it is exchanged one on one basis from the

linen room.

Hot plate Hot plate is the food pick up area of the pantry. The service personnel is not allowed to enter the

kitchen nor wait till food is being prepared. The waiter is hands over the KOT (Kitchen Order

Ticket) to the Aboyer, who is in-charge of hot plate and in-turn aboyer announces the order to

the kitchen. Once the order is being prepared kitchen staff keeps the cooked food in the hot plate.

Wash-up area The wash-up area comprises of wash sinks, dish washing machines, rack to keep cleaned dishes,

and tables. All the utensils are washed, cleaned, dried and keep here for further use.

Kitchen stewarding This department primarily controls the storage and issue of cutlery, crockery, hollowware,

chinaware, glassware to the different food and beverage outlets and kitchens. Kitchen stewarding

department supplies all cleaned service equipment to waiter. This department is also responsible

for washing solid service ware and subsequently furnishing clean items.