THE ABC OF HOSPITALITY

i

Index

LessonNo.

Topic Page

001 Hospitality & the Hotel industry 1002 Classification of Hotels 16003 The Departments of a Hotel and their Objectives 24003A The Hotel Organisation Chart 27004 The Hotel Front Office Organisation 28004A The Organisation Chart of Front Office 32005 The Front Office and its Intra & Interdepartmental Relationship 33006 The Types of Rooms 38007 Some Important Abbreviations & Definitions I & II 41007A Front Office -Reservation Section 44008 Front Office – Registration 52009 Front Office – Information 60009A Front Office- Shift-wise Duties of a Receptionist 63010 Front Office - Room Report & Room Statistics 64011 Front Office – The Bell Desk & Concierge 66012 Front Office- The Cashier & The Night Audit 70013 F&B Service – Outlets 77014 F&B Service – Organisation & its Hierarchy 89015 F&B Service – Interdepartmental Relationship 93016 F&B Service – Ancillary Sections +7 96017 F&B Service – A Typical Restaurant Floor Plan 99018 F&B Service – Service Equipment 100019 F&B Service - The Menu & its Courses 112020 F&B Service – The Setting of a Dinning Hall 120021 F&B Service – Breakfast & Afternoon Tea 126022 F&B Service – The Service of Food – The Rules- The Styles & The

Sequence131

023 F&B Service – The Restaurant Control System 138024 F&B Service – Beverages & Its Classification 142024A F&B Service – Various Types of Coffee Preparation 154025 F&B Service – Service of Beverages 160026 Housekeeping - Organisation & Operation 165026A Housekeeping – The Organisation Chart 177027 Food Production – Organisation 178027A Food Production – The Organisation Chart 184028A Food Production – The Methods of Food Preparation & Cooking 185028B Food Production – The Basic Cookery- Stocks, Soups, Sauces & Gravies 188029 Food Production – A Brief Knowledge on Food Materials 195029A Food Production – A Brief Knowledge on Production Equipments 206030 The French Menu Terms 211

001 -HOSPITALITY & THE HOTEL INDUSTRY

The ABC Of Hospitality 1

Hospitality-Introduction&Definition

The word “hospitality” has a varied application. It can be appliedwith the persons whom we visit day to day, their utmost concern toplease you upon your visit or just taking care of your needs when youare away from home. So hospitality becomes applicable only whenone is out of his home, in an unknown scenario, where he is takencare of and made to feel comfortable. It also means actions by whichone can achieve satisfaction of others or by performance of variousacts by which a visitor would remember the performer and cherish hiscompany upon his returning back home. It also means ways by whichone goes an extra mile to do something to make the visitor feel ahome away from home, a feel good factor that works on him, totalingto the warmth, affection and total concern of the host. In other wordsit is the attitude of the people serving, i.e., the host how he makes hisguest’s/guests’ visit memorable and a pleasant experience.

Therefore, hospitality is ways or actions adopted by the host bywhich a visitor is being made to feel comfortable and at home.

The Importance ofHospitality.

One may often ask why we should practice hospitality. Now in thisworld where we continually render our services, one is the giverwhom we can term as the “seller” and the other is the receiver or inother words the “customer”. It is also true that you may offer servicesas a seller and it is up to the choice of the customer to accept it or not.

Now, hospitality can be extended at one’s home with equalimportance is in business. The services a business sector wouldprovide are more or the less same, but the way a customer is lookedafter can be different. And this makes hospitality so important. Here,it is also important to remember that a customers needs are everchanging and keeping in pace with their needs a well motivatedhospitality industry would always modify according to the needs ofits customers. Since, the customers keep one business going and thecustomers are always comparing the services they receive with whatthey pay for it and the add-on what they get from the establishment –the feel good factor, therefore it is important.

Application ofHospitality

Hospitality is an industry by itself being and its principal can beapplied in many industries. The principal participators being theHotel and Tourism and the other areas where hospitality can beapplied are listed below.

a) Hotel Sector.b) Travel Sector- Tourism, Transportation, Travel gents & Tour

Operators.c) BPO Sector.d) Retail Outlet Sector.e) Banking Sector.



f) Nursing & Hospital Sector.g) Customer Care Services.h) Event Management Industry.i) Recreation, Entertainment & Festivals.j) Corporate Houses.k) Manufacturing Industries.l) F& B Service & Food Production.m) Small business Entrepreneurs.

The Rules forCustomer/ GuestSatisfaction

Hospitality refers to pleasing of guests. To please a guest there aretwo rules.

● Rule 1:- The guest is always right.

● Rule 2:- Even, according to you, if he is wrong, apply Rule No: –1.

The Hotel Industry-Definition &History

The hotel is defined as a place where one can be offered with food,drinks and shelter in exchange of money, provided he is in theposition to pay and is in a fit condition to be received.

The need for a hotel arose, perhaps, with the urge to travel and withthe latter getting the impetus from the invention of wheels thenecessity of a home away from home increased.

The early travelers were the warriors, the traders or the people insearch of knowledge. In those times there were no hotels and peopletraveled on palanquins, horses, elephants and donkeys. The warriorspitched their tents for accommodation and had their own garrison tofeed them. The traders often traded their merchandise for lodging orwere sometimes respected by the nobilities and the scholars oftengained patronization from the kings and nobilities.

People formed groups, acquired lands, formed villages and cities andkingdoms. Rulers came up to rule upon them. Wheels were inventedand roads started getting constructed initially for the movement ofthe army. Chariots, animal driven carts came into being and alongwith it travel started among the civilians as well namely among thetraders, pilgrims and the scholars.

Necessity arose to give shelter to these travelers and inns wereconstructed. The early hotels, the inns, as they were called datesback to the 6th century BC. It was a family enterprise and was verymuch different to the hotels as we see today. There was no privacy.People had to carry their own beddings and make their own bed. Thefood was just wholesome and healthy. Entertainment was providedby the inn keeper’s wife and daughter. There were stables to keep



their carts and feed the animals.

In Europe, during 7th and the 8th Century BC, the monasteriesprovided shelter and food to the travelers. But incidentally, thesemonasteries had a very little capacity to give shelter to a huge fleetof travelers which later started coming up in groups in order toprotect themselves from highwaymen and eventually a need forlarger accommodation arose.

In 13th Century the Manor houses of the nobilities provided food andshelter free of cost. But in time, the free services offered by thesemanor houses were crippled by taxes and many had to reform theirestablishments as inns.

In this way the need of hotel keeping came up and the lead was takenup Switzerland. It was in this part of Europe the birth or organizedhotels came up in form of Chalets (small wooden house) and smallhotels that provided a lot of services. In England there were publichouses that came to be called as Inns – for the nobilities and thetaverns for the commoners. In France too there came up aclassification of superior hotels – the Hosteller for the rich peopleand the Cabarets for the commons. In Americas the lodging houseswere called Inns and Coffee Houses.

The industrial revolution gave way to the discovery of steam engine,which in turn gave way to a wide network connection by rail.Industrial revolution over threw feudalism and the economy startedgetting shared among the middle class section of the society.Traveling and boarding became easier and at the same timeaffordable to a wider cross section of the community.

Consequently, the hotel industry boomed in the 18th Century with theopening of the City Hotel in 1794 in New York. This hotel was builtby an American E M Statler and this was the first where the entirebuilding was constructed for the hotel purpose. Throughout the 1800the American innkeepers improved their services and continued tobuild larger and amply equipped properties and such properties weremostly located near sea towns.

The next stage of the cycle of the evolution of the hotel industry wascoming up of the motorcars which in turn necessitated inconstructing a wide network of roadways. It enabled to visit thoseparts of the country which could not be traveled by railways. Thisgave birth to inland resorts. Along with this new concept there aroseanother necessity to stopover en-route arose. Especially to re-freshoneself and service and refuel their cars. This gave way, especiallyamong the Americans to construct such transit hotels which came to



be called as motor hotels.

International air travel came into existence. This helped to createmodern stop over hotels, business hotels, need based hotels, airporthotels, designed to suit every need of the customers and morespecifically international chain operations throughout the countryand the world ensuring easy access to the homes away from homes.

Development &Growth of Hotels inIndia

In the early periods in India, hospitality was not organized but wasprovided either by an individual or village bases. But nevertheless,the guests were held in high esteem and they were regarded as“Athiti deva Bhava” a guest is like God.

People who generally traveled, were on government missions whohad their own set ups. The other groups comprised of the pilgrims,businessmen and the scholars and students. The students usuallybecame disciples of educational instructors who were called“Gurus,” and it was in their homes the students stayed and learnedthe necessary texts during the years of their tutelage. Theaccommodation and the food were taken care of by the guru andmany times the students were taught to cook their own meals. Thebusinessmen and traders often traveled together and lodged atmansions and havelis of the noblemen. The pilgrims had to board thedharmsalas and were looked after their own religious people calledthe pandas at the place of the pilgrimage. It was later discovered thatin the Buddhist universities and monasteries in Taxila and Nalandaprovided accommodation to students and scholars.

In India too the development of the hotel industry was closely linkedwith travel. Inns, which were called “serais”, were set up at strategicplaces which served as a stopover. Such evidence is still being borneby the name of a place a “Mughalserai” which was about just halfthe distance from Delhi the capital and Murshidabad, the seat of theBengal’s nawabs. Even the Grand Trunk Road had innumerable innsto meet the demands of the passersby.

It was with the coming of the British the hospitality industry took ona large scale shape. Many of the serais changed its décor and type offood according to the liking of the British. In 1840 a Parsi gentleman– Pallanjee Pestonjee opened a hotel in Bombay which was as goodas that maintained by any British and it was famous for its food andbeer. Later more hotels like Auckland Hotel, Great Eastern hotelcame into being. The Taj Group was founded in 1903 by JRD Tatawith its maiden Hotel constructed at the Gateway of India –Mumbai. Mr. M S Oberoi started his career as an hotelier by buyingthe Ceceil Hotel, Shimla in 1934. A brief history of the hotelindustry both internationally and in India are discussed



chronologically in the following pages.

Some Important Events in the Hotel Industry

TABLE I.1

GREAT FIRSTS IN THE HOTEL INDUSTRY (U.S. Hotel Industry)

YEAR EVENT1846 Central Heating1859 Elevator1881 Electric Lights (2 years after patent)1907 In-room Telephones (31 years after invention)1910 Formation of American Hotel Association (later *AHMA) was formed, now**AHLA1927 Radio in rooms (21 years after invention)1940 Air cooling mostly in public area1950 Electric elevator1958 Free television1964 Holiday Inn reservation system with centralized computer1965 Message light on telephone1965 Initial Front office systems followed by room status1970 Color T.V. (invented in 1954)1970 (Early) E.C.R. (Electronic Cash Register)1970 (Mid) POS (Point of Sales) system and key less locks1973 Free In-room movies (Sheraton)1983 In room personal computers

*AHMA: - American Hotel & Motel Association** AHLA: - American Hotel & Lodging Association________________________________________________________________________

TABLE I.2

INTERNATIONAL LANDMARKS IN THE GROWTH OF HOTELINDUSTRY

YEAR EVENT1650 Pascal opened a café in Paris and Coffee House in London1794 City Hotel (73 rooms) at 115 Broadway, New York. First building specially

made for a hotel by E.M. Statler.1829 Tremont House. Adam & Eve of modern hotel industry was opened at Boston

(170 rooms)1889 Cesar Ritz introduced luxury hotels such as Savoy, Carlton and Hyde Park

hotels in London1890-1899 Frederick Gordon and Sir Blundell Maple launched Gordon Hotels and

Fredrick Hotels Ltd.Late 19th Century Famous Waldorf Astoria, New York18. 01.1908 Buffalo Sattler by Ellsworth Statler in U.S. considered being the forerunner of

the commercial hotels.1927 Stevens Hotel in Chicago, later renamed as Hilton Hotel (3000 rooms)



1950 2 new concepts emerged: (a) Motels (b) International Chain operations.Hotel Rossia or Rossiya Moscow (Remained largest hotel of the world for quite sometime)West Inn Stanford Singapore (Remained tallest hotel building of the world for quite sometime)

INTERNATIONAL LANDMARKS IN THE GROWTH OF HOTEL INDUSTRY- cont’d

1930- Depression in WorldEconomy

Decline in Hotel Industry

World War period Many trained staff joined the army, lowering the standards of service, but thebusiness thrived, increasing the room occupancy percentage due to massmovement to approximately 90%.

1950s Upsurge in hotels. New concepts developed such as motels, boatels,floatels, rotels, and loatels.

Kemmons Wilson formed ‘Holiday Inn’ and the first Holiday Inn wasmade in 1952.

1960s Development of Atrium Hotels by Hyatt. Individual hotels merged themselves with hotels chains like Sheraton,

Hyatt, Holiday Inns, Ramada Inns, etc. Later part of the 60s offered Budget Hotels & Motels.

1970s The hotel industry took once again the frenzy of hotel construction. Hilton,Sheraton, and Western Corp, opened convention oriented hotels. AirportHotel locations also appeared and the Marriotts started locating theirproperties outside the central city area. Aided by financers money becameavailable and so also the franchisees. But on the other these franchiseeswere often undercapitalized and lacked in experience whish resulted inpoorly located properties. Certain other problems also cropped up- Energy crisis causing in curtailment of travel, Inflation causing construction cost and interest rates going high, Recession controlled business trips, conferences and conventions,Due to above situations, the properties running in marginal profits could notpat their mortgage amount and the leaders became the owners who hiredexperienced hoteliers and outsourced their management to professionalcompanies to manage the operational responsibilities.

Current Scenario Since then a lot of changes in the technological and management approachhave taken place and today’s hotel industry is progressing day by day.International business is rapidly developing and with the development of airtravel, a lot of business executives are traveling out. Modern hotels arerendering facilities according to the needs and wants of the tourists and thebusiness class.Some international hotel chains of repute that rendering a world class serviceare -Accor. American International Hotel & Travel Lodge, CEDOK, ClubMeridian, Friendship Inn, Golden Tulip, Hilton, Holiday Inn, HowardJohnson, Hyatt, Imperial, Inter Continental, Marriott, Meridian, Motel 6,Park Royal, Quality Inns, Ramada Inn, Red Carpet Inn, Red Roof Inns,Sheraton, Sofitel, SRS Hotels, Super 8 Motels, Topeka Inns, Trust HouseFort, United Inn, Utell International, Western International Hotel, WolfeInternational, etc.

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TABLE I.3

Some Important Events in the Indian HotelIndustry

YEAR/PERIOD EVENTEarly Period Was not organized- provided either by individual or village bases

Later Buddhist Monasteries provided board & lodging to travelers.Chandra Gupta Maurya Establishment of Inns and guest housesMuslim Period Establishment of Musafir Khanas & Serais *With the coming of theBritishers

Serais started developing into inns & western style hotels in cities likeCalcutta & Bombay.

Early Period of the British Raj Establishment of:- Excellent & famous inns- Portuguese Georges, Parsee Georges, Paddy

Georges, Famous hotels – Albion Hotel, Victory Hotel, Hope Hal(tariff @ Rs6/- per

day for room & meals)From the records it is being noted that In 1778 a traveler named Philip Stanhope stayed in a luxurious &

excellent tavern in Bombay Prince David who visited India stayed at a luxurious hotel- Mac Farlanes

Hotel In 1800 a dinner was held to commemorate the capture of

Shrirangapatnam was served at MacLean’s Hotel. This same hotelremained a resort for many years for Sans Souci Club which entertainedDuke of Wellington, Lord Nelson and Sir Arthur Wellesley.

1810 – Din Muhammad set sail to London to open the first IndianRestaurant-Hindustani Coffee House

1840 Pallanjee Pestonjee started the first luxurious hotel in Bombay.1843 Establishment of Auckland Hotel in Calcutta later came to be known as Great

Eastern Hotel in 1858. It was later renovated for a sum of 10 lacs.1871 Building of Esplanade hotel in Calcutta by a British named John Wakson.End of 19th century Coming up of guest houses- Dak-Bungalows for official touring purposes

which later replaced by modified Circuit House.1903 Construction of Taj Mahal Hotel in Bombay by J. R. D. Tata, under the

flagship of Indian Hotel Company. A first hotel operation that took up as achain built by an Indian for the Indians.

1912 Spencers’ started hotel business in Calcutta. They were better known withrailway catering as well.

1922 Raj Bahadur M.S. Oberoi started his career as a clerk in Faletti’s Cecil Hotelin Shimla, under Clarke’s’s Group who later became the owner of the hoteland bought another hotel under Clarke’s at Delhi.In 1946 he establishedOberoi Hotels private Limited and later on 26th May, 1949, established EastIndia hotels Limited (EIHL). Many hotels were added during the periodamong which Oberoi Intercontinental in 1965 in New Delhi & OberoiSheraton in 1973 are the most important ones.

1962 Drop of tourist influx, from 1, 39, 804 to 1, 34, 360, Government realized theimportance of tourism and establishment of Hotel Corporation &TtourismCorporations.



1956 1) Ashoka Hotel was made, and2) Dewan Lal committee was formed to- standardize hotel services,

Some Important Events in the Indian Hotel Industry

YEAR/PERIOD EVENT

1956 (Cont’d) lay criteria for classification of hotels suggest guidelines for tourism promotion in India and within India Suggest improvements of the existing arrangements and availability of

sources for the promotion of national and international tourism, Suggest rate structure keeping in view the existing price structure in

hotel industry.1964 Formation of Corporations

Indian Tourism & Hotel Corporation India Tourism Corporation Ltd. India tourism & Transport Corporation

1966, 24th September The Government of India decided to merge these three Corporations &formed India Tourism Development Corporation.

The Early Seventies Coming up of Indian chain operations. Welcome Group, The Oberois withtheir corporate office as East India Hotel Limited, the Spencer Group, theRitz Chain, with other chain operators like Sinclairs to follow.

The Early Eighties With India hosting the Asiad, many International Hotel Chains saw thepotential of hotel industry in the Indian market

The Present Status Coming up of international chain operations. Some chain operationsoperating on franchise basis-Sheraton, Hilton, Ramada, Sofitel, Meridien,Hyatt, and Marriott.This period also saw some Indian Chains going international; mainly theIndian Hotel Company the corporate of the Taj Group, the East India HotelsLtd., spread its operation abroad as well.

________________________________________________________________________

Hotel & Catering Information

TABLE I.4

Names and Description of Some Famous SeraisNAMES DESCRIPTIION & LOCATION

Qutub Serai At the entrance of the tomb of Kamali Jamali. It had 50 feet deep baoli in itscourtyard.

Ladha Serai Also known as Bagh Nazir, it is 300 yards south of the tomb of Jamali. It was built in1748.

Lado Serai Also in the same vicinity, it was originally a caravan serai.Sarban Serai It is in Kamlapati garden, very close to Delhi—Qutub Road.Daud Serai It is situated 500 yards south of the tomb of Maulana Kuli Khan in Qutub AreaKallu serai Built during the Tughlaq Period, it is in the vicinity of Sarvpriya Vihar area, its main

feature, a rubble masonry building, is called Bijay Mandal.Arab ki Serai It was built in 1560-61 by Hamida Banu Begum, wife of Humayun, as a settlement of



300 Arabs, whom she had brought with her while returning from pilgrimage to Mecca.Sheikh Serai It was named after the popular saint Sheikh Allauddin who lived there and had his

tomb during his lifetime.

TABLE I.5

Names & Activities of Some Hotel Chain Operations in IndiaNAMES ACTIVITIESITDC India Tourism Development Corporation, a public sector enterprise, was formed

upon merger or three corporations on 24th September, 1966, previously set up by theGovernment of India in 1954 – India Tourism & Hotel Corporation, India Tourism Corporation Limited, India Tourism & Transport Corporation, with an authorized capital of Rs. 5

crores.Taj Group of Hotels In 1903, JRD Tata constructed the first hotel the Taj Mahal Hotel in Bombay under

the flagship of hotel of Indian Hotels Company and since then it has been thelandmark by Gateway of India. This was the first hotel of international standard builtby an Indian for the Indians. The Tajmahal hotel was the only hotel of the Tatas’ for along time and the revenue earned was spent for the research & development ofmedicines for cancer in the Tata Memorial Research Institute in Bombay. Butnevertheless the hotel is rated among the ten best hotels in the world. Later thecompany took over Ram Bagh Palace in Jaipur and Lake Palace in Udaipur. The RamBagh Palace remained one of the ten best hotels of the world for quite a long time.Later the group came up with many more hotels in Delhi, Madras. Kolkata, Goa,Varanasi, Bangalore, and many other places in India. The group also operates abroadwith hotels in UK, USA, Oman, Maldives, Dubai, Sri Lanka. It also operates FlightCatering Service with Flight Kitchens at Mumbai and Delhi.

Oberoi Hotels Rai Bahadur M S Oberoi, is the founder of this organisation. They had their first hotelin Shimla and Delhi. Later they took over Grand Hotel in Calcutta on lease and by theend of World War II, the hotel became well known for its excellent service andfacilities. In 1946 the company was formed in the name of Oberoi Hotels Private Ltd.,and later in 1949 East India Hotel Limited (EIHL) was formed. Many hotels wereadded to EIHL, among which Oberoi Intercontinental, New Delhi and OberoiSheraton, Bombay are the most popular and acclaimed for its excellence in service.The EIHL is now one of the largest hotel chains operating in India and also abroadwith properties in Australia, Indonesia, Iraq, Sri Lanka, Nepal, etc. Oberoi also has itsown training institute, (OCLD) in Delhi.

Welcome Group It is the hotel division of the (ITC) Indian Tobacco Co. Ltd. ITC entered into hotelbusiness in 1975 with the opening of Hotel Chola In Madras. The Welcom Group hashotel in various cities in India such as Agra, Delhi, Aurangabad, Jaipur, Goa,Gwalior, etc.

U.P. Hotels &Restaurants Ltd.

The chain is more famous as Clarke’s Group of Hotels, established on 13 th February,1961. Clarke’s Shiraz, Agra was its first enterprise, which had some more add on inlater years - Clarke’s Awadh, Clarke’s Ajmer, Clarke’s at Lucknow, Jaipur andVaranasi respectively.

Ritz Chain The chain is owned by R N Kapur family with hotels in Mumbai, Hyderabad, &Conoor. The chain has dinning outlets that specializes in Italian cuisine.

Spencers Started hotel business in Calcutta in 1912. It has operations mainly in South India. Ithas several hotels in Madras-Hotel Connamera, West End Hotel in Bangalore, HotelMalabar at Cochin & Trivandrum, Hotel Blue Mountains in Kotagiri, Hotel Savoy inOoty, Hotel Arakua in Bangalore, and three vegetarian hotels in Madras – Geetha,Ashoka And Ajanta.

Sinclairs A chain of hotels operating in eastern part of India, with hotels at Darjeeling, Takdah,Siliguri, Ooty, Dooars and Port Blair.



Hotel Corporation ofIndia

A subsidiary of Air India, which looks after its flight catering. The chain has hotels inBombay (opened in 1974) followed by hotels in Delhi, Srinagar, Rajgir, etc. The brandname of the hotel chain in Centaur.

Names & Activities of Some Hotel Chain Operations in India, cont’dLeela Chain Hotels The chain is owned by Captt. C P Krishna Nair of Kerala. The specialty of this chain

is Butler Service, where the butlers are trained by former members of Royal house ofWindsor. They have named the coffee shops of all the hotels of their chain as ‘Citrus’and the Indian Restaurants as ‘Jamewar.’The chains have hotels in Mumbai, and Goa and Leela Palace at Bangalore

Asian Hotels The group has tied up with Hyatt chain and has hotels in Delhi, Goa, Mumbai andBangalore with further property in Jaipur and Agra

Apeejay SurrendraGroup (Park Hotel)

It started its first hotel as Park Hotel in Calcutta in 1967. Later it added large hotelsin Delhi & Chennai, and a resort hotel at Viskhapatnam to its group.

J.P. Hotels The group has hotels in Delhi, Agra and Mussoorie.Sarovar Park Plaza This chain was started by ex-management team of Oberoi Group, namely with Mr.

Ajay Bakaya and Mr. Anil Madhok and has rapidly expanded its business throughfranchisee management mode to hotels in Jaipur, Agra, Bangalore, Mumbai,Ahmedabad, Gurgaon, and also abroad in countries like Belgium, Tanzania, Kenya,etc.

Fortune group - ITC This was started in 2000 with the aim to primarily address the demand of SmallerBusiness Hotels in satellite suburbs and have hotels in Delhi, Gurgaon, Noida,Vadodhara, Surat, and Ahmedabad.

Radisson Have hotel chains in Delhi, Goa, Mumbai, Shimla, Orissa, West Bengal, Jaipur. It is aventure of Carlson Hospitality.

J. W. Marriott The chain has hotels in New Delhi, Mumbai, Goa, Jaipur & Agra.Star Hotels They have hotels in Nainital, New Delhi, & AllahabadRoop Kumaon The hotels operating under this chain are – Hotel Roop Kumaon, near Ramgarh,

Uttaranchal, and Corbett Roop, & Resort Mohan near Ram Nagar, Uttaranchal.Chevron Hotels &Resorts

Have hotel properties Rosemount at Ranikhet, and Fairheavens at Nainital and atKumaon.

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TABLE I.6

List of Some Palace Hotel/ Heritage PropertiesTHE PALACE ACTIVITIES

Maharaja Hari Singh Palace The first palace to be converted to Oberoi Hotel, Srinagar.Maharaja of Jaipur His palace was converted to Ram Bagh HotelMaharaja of Udiapur The third to convert his palace to Lake Palace in Pichola Lake in

collaboration with TajJodhpur Palace

Jaisalmer PalaceBikaner Palace

Taken over by the Oberois

These palaces were later converted to hotels

Lakshmi Vilas Palace of Udaipur The palace initially belonged to Maharaja Bhupal Singh

Lalitha Mahal Plalace,MysoreHalycon Palace of TravancoreMaharaja,

Being converted to hotel properties

Ushakiran Palace, Gwalior Another Palace hotel of repute.



Jai Mahal PalaceJalmahal & Rajmahal palace

They are also converted or being converted into hotel properties.

List of Some Palace Hotel/ Heritage Properties cont’d

THE PALACE ACTIVITIESChamundi Hill Palace Also being converted to a hotelBolgathy Palace A palace near Cochin Fort, the Residence of former British residents

of Southern States, is also being converted to a hotel.

TABLE I.7Names & Activities of Some Renowned Hoteliers in India

NAMES ACTIVITIESJamshedji Nusserwanji Tata The founder of the Taj Group of Hotels. He formed the Indian Hotels

Company (IHC), in 1897 and built exquisitely beautiful Taj Mahal Hotelin Mumbai. The hotel started its operation in 1803and has been alandmark by the Gateway of India ever since. The Taj Mahal Hotel,Mumbai is rated among the 10 best hotels in the world.

Mohan Singh Oberoi The Chairman and the founder of the Oberoi Hotels was born in August1900, in Bhaun- a small village now in Pakistan. After his marriage in1922, he arrived penniless in Shimla and found himself a job as a frontoffice clerk in Hotel Cecil at a salary of Rs.40/- per month. Some yearslater he took up a job with Clarke’s Hotel in Shimla and gainedexperience all aspects in hotel operations. In 1934 he bought Clarke’sHotel mortgaging all his assets, including his wife’s jewellery. In early1930s cholera broke out in Calcutta, the city was deserted and in theevent grand hotel had to close. In 1938 Mr. M S Oberoi acquired thehotel and converted into a profitable business venture. Till today GrandHotel remains the city’s most luxurious hotel. In 1943 he took overAssociated Hotels in India (AHI) with 8 hotels including hotel Cecil inShimla, Maiden’s and Imperial’s in Delhi, and 4 hotels which are now inPakistan. The Oberoi Intercontinental in Delhi which was opened in1965, was the first modern luxury hotel in the capital. The OberoiTowers in Mumbai was opened in 1973. Mr. Oberoi’s dedication to hotelindustry was evident through launching Oberoi’s own training institute-Oberoi Center for Learning & Development (OCLD). Mr. Oberoi wasnamed as the “Man of the World” for 1983 at the Annual HotelConvention of the International Hotel Association, New York and wasselected as the “Outstanding Hotelier of the Year” by the Hotels andRestaurants International.

Lala Ram Parshad Mr. Lala Ram Parshad is considered as one of the pioneers of the HotelIndustry in India. In 1946 he purchased two hotels in Mussoorie in UPand operated one hotel in Bokaro. He was appointed as the TechnicalDirector of Hotel Ashok, during its construction period and was the firstAsian to be elected as the executive member of the International HotelAssociation (IHA) in 1969. He was amongst the first few hoteliers torealize the importance of trained manpower in the industry and wasassociated with various Hotel Management Institutes & and Food CraftInstitutes in India.



TABLE I.8Some Hotel Chain Operations in India

GROUPS NAME OF THE HOTEL LOCATION

TAJ GROUP TAJ MAHAL HOTELHOTEL TAJ PRESIDENTTAJ MAHAL HOTELHOTEL TAJ PALACETAJ BENGALTAJ RESIDENCYTAJ COROMANDELTAJ EXOTICAHOTEL TAJ GANGESHOTEL TAJ KRISHNATAJ HARI MAHALHOTEL TAJ RESIDENCY

MUMBAIMUMBAIDELHIDELHIKOLKATACALICUT (KERALA)CHENNAIGOAVARANASIHYDERABADJODHPURLUCKNOW

OBEROI GROUP THE OBEROI SHERATON-DELHITHE OBEROI-MUMBAITHE OBEROI-BANGALORETHE OBEROIGRANDTHE OBEROI AMRAVILASTHE OBEROI RAJVILASTHE OBEROI UDAJVILASVANYAVILAS RESORT

DELHIMUMBAIBANGALOREKOLKATAAGRAJAIPURUDIPURRANTHAMBORE

ITC-WELCOM GROUP THE ITC-SHERATON HOTELMARRIOTT WELCOM HOTELUMAID BHAWAN PALACE HOTELLALLGARH PALACE HOTEL

CHENNAIMUMBAIJODHPURBIKANER

INTERCONTINENTAL GROUPOF HOTELS

HOLIDAY INNINTERCONTINENTAL MARINE DRIVEGRAND INTERCONTINENTALINTERCONTINENTAL PARK ROYALGRAND PALACE INTERCONTINENTALHOLIDAY INN RESORT

MUMBAIMUMBAIDELHIDELHISRINAGARGOA

JAYPEE GROUP OF HOTELS VASNAT CONTINENTALJAYPEE RESIDENCYHOTEL JAYPEE SIDDHARTHJAYPEE PALACE HOTEL

DELHIMUSSOORIEDELHIAGRA

AMBASSADOR HOTELS THE AMBASSADOR HOTELTHE AMBASSADOR PALLEVA HOTELHOTEL AMBASSADOR AJANTA

MUMBAICHENNAIAURANGABAD

TRIDENT GROUP OF HOTELS HOTEL TRIDENTTHE TRIDENTTHE TRIDENT

AGRAAHMEDABADCHENNAI

LE MERIDIEN HOTELS HOTEL LE MERIDIENLE MERIDIEN HOTELHOTEL LE MERIDIENHOTEL LE MERIDIENLE MERIDIEN KOVALAM BEACH RESORT & SPALE MERIDIEN RESORTHOTEL LE MERIDIENLE ROYAL MERIDIEN

BANGALOREDELHIPUNEAHMEDABADTRIVENDRUMKOCHIMUMBAICHENNAI



THE PARK GROUP THE PARK HOTELTHE PARK HOTELTHE PARK HOTELTHE PARK

NEW DELHIKOLKATAVISHAKHAPATNAMBANGALORE

Importance of Hotelas an Industry

The hospitality industry, like any other industries, has itscommitment, to the society and help in the growth of the country’seconomy, and hence importance cannot be ignored.

Some of its services that it renders are enumerated below:

1. Provider of Facilities:It provides venue for holding meetings and conferences,transaction of business and center for recreation andentertainment.

2. Source of Attraction for Visitors:For many people the hotels area source of attraction where theycome and visit. While doing so they also bring with them thespending power which becomes and earning to the hotel which inturn becomes earning for the society.

3. Foreign Currency Earner:The foreigners who stays in the hotel they en-cash their countriescurrency to the local currency. This, specially for a developingcountry, is turn increases the reserve of the foreign currency ofthat other country which is financially stronger than this country.

4. Employer of Labour:Like any other industry it engages manpower in exchange ofsalary and wages thus increasing the employment status of thatand giving and impetus to the economic condition of that region.

5. Impetus for Manpower Development:The Hospitality Industry requires engagement of professionals.Throughout the world there are various manpower developmentinstitutes training in Hospitality- like Cornell University, USA,Lusanne Hotel School, France, Institute of Hotel ManagementCatering technology & Applied Nutrition, India, etc. theeducational centers are acting like infrastructure to manpowerdevelopment.

6. Outlet for Product of Other Industries.Various materials staring from constructional, electrical,plumbing, draperies, agro products, and many more are requiredby the industry. These items when being purchased improves theeconomy of that particular industry. Like if everyday the totalconsumption of fish by all the hotels sums up to Rs.200, 00, 000,



then the economy of the fisheries industry is earning that sum ofmoney.

7. Amenities for Local Residents:The Local residents can also hold various meetings, conferences,get together, birthday parties, marriage function, etc. or evencome in the restaurants to dine and drink. Thus this givesbusiness to the hotel industry which indirectly pays the economyof the nation.

8. Tax Earner:The hotels levy taxes to the customers on the services theyprovide which are in turn paid to the Government. Thus it helpsthe Government to earn tax for the development of the country.

9. Facilitate in Regional and Infrastructural Development:With the construction of a hotel it becomes necessary to connectit with improved roads, well constructed bridges, well developedsurroundings, new bus services, etc which were not thereprevious to the coming of the hotel. Thus with coming up of thehotel there is a development of the basic systems and services.

10. Instrument for projecting Cultural Heritage and Image of theNation:It helps a foreigner in understanding the cultural heritage of thatcountry with its décor, cuisine, the art of welcoming, dressing ofuniformed staff etc.

11. Aiding the Growth of Waste Recycling Industry:A great volume of waste from disposables bottles to peels ofvegetables and burnt oil is generated which if disposed carefullyto the waste recycling industry it would aid in their flourish.

Ill Effects ofHospitality:

Some of the bad effects are:-

1. Depletion of Cultural Heritage :The local tradition and belief may be discarded by the visit of thepeople from other backgrounds and thus there can be a culturalloss to that community.

2. Environmental Pollution:The tourist leave behind a huge volume of waste which if notcared for can cause an environmental pollution.

3. Loss of Ecological Balance:With increase of visitors there can be a loss of ecologicalbalance, like a bird sanctuary may get devoid of birds by visit of



tourists in large numbers or in hills the local temperature of thatplace may rise causing in avalanche.

4. Rise in Cost of Living:The tourists tend to buy even a trifle item at an exorbitant pricethereby increasing the selling price of the commodities andmaking a rise in the cost of living of the local people.

002 -THE CLASSIFICATION OF HOTELS


The Basis ofClassification

A hotel may be classified under the following criteria

1. Size2. Plan3. Location4. Length of Stay5. Ownership6. Type of Accommodation7. Facilities

The explanation of the above classification are as below:

Classification ofHotels by Size

The classification of hotels by size● does not refer to the dimension of the property or the height of

the building.● It refers to the number of rooms held by the hotel.

● Such rooms do not include the offices and other area that arerelated to the operation of the hotel.

● It simply refers to those rooms that are assigned to guestsfor accommodation purposes.

Therefore accordingly, when the hotels are

Referred as It means they have

Small Maximum 25 room

Medium Minimum 26 rooms and maximum 100 rooms

Large Minimum 101rooms and maximum 300 rooms

Very Large More than 300 rooms

Classification ofHotels by Plan

Plans mean a tariff rate for the services given by the hotel. They arecommonly known a meal plans. Generally there are 5 types of plansand the services they include are as below:

Plan Services

European Plan : This includes only the roomContinental Plan : Room + Continental BreakfastBermuda Plan : Room + American BreakfastAmerican Plan : Room + 2*minor meals and 2**principal

mealsModified AmericanPlan

: Room +Anyone of the *minor meals +Anyone of the **principal meals



There is one more plan, which is not a meal plan. Contrarily, it is apackage rendered to the guest, which is known as

Go Plan : This means when a guest is staying in a chain hoteloperation, under this plan he need not pay at everyhotel while he checks out. He can settle his finalbill at the last hotel where he stays at the end of hisitinerary.

*minor meals : Breakfast & Afternoon tea**principal meals : Lunch and dinner

This way of classifying a hotel is as per where these hotels aresituated. The classification under this group may be as follows:

1. Downtown Hotels.

Parameters Criteria

Location: Heart of the city, i.e., busy business/commercial areas

Clientele Mostly businessmen and sometimes tourists.

Facility Modern facilities, e.g., 24 hours Coffee Shop,Specialty Restaurants, 24 hours Room Service,Business Centre, Centrally located AC rooms,Discotheque, Swimming Pool, Shopping Arcade,and Travel Desk.

Duration ofstay

3-7 days

Classification Onthe Basis ofLocation

2. Transit Hotels.

Parameters Criteria

Location: Near the port of entry, e.g., Sea Port, Air Port, BusTerminal, Railway Station.

Clientele ***Layover passengers, ****Misconnectedpassengers, Businessmen & tourists in transit

Facility Modern Facilities.

Duration ofstay

Few hours to few days



***Layover passengers: Passengers whose flight is delayed for various reasons****Misconnected passengers: Passengers who missed their connecting flights.

3. Resort Hotels.

Parameters Criteria

Location: Resort places like Hill Stations, Sea Beaches,Forests, etc.

Clientele Holiday makers, Tourists, and sometimesBusinessmen.

Facility Moderate to modern facilities.

Duration ofstay

Few weeks to months.

4. Motels or Motor Hotels.

Parameters CriteriaLocation: On Highways

Clientele Motorists, Tourists and sometimes Businessmen.

Facility

Features

Moderate to modern facilities.

They include:a Parking space against each room.b Refueling station.c Garage facility.d Swimming pool.

Duration ofstay

Mostly overnight.

Length of Stay A. On Long term Basis1. Residential Hotels.

Parameters CriteriaLocation: Anywhere in the city or in suburbs.

Clientele Students or small businessmen who have stay awayfrom home for a longer period. .

Facility

Features

Basic ones – like accommodation and food.

Rent is paid monthly of quarterly.

Duration ofstay

Few months to years.



Length of Stay B. On Short Term Basis

1. Transit Hotels- Airport Hotels, Motor Hotels/Motels.

These have already been described earlierClassification Onthe Basis ofOwnership

1. Independent Hotels:

These hotels are owned by independent ownership and they do nothave affiliation with any other property, or any tie-up with anyother hotels with regards to policy, procedures and financialobligations.

The advantages of this type of hotels are:a) They need not maintain a particular image.b) They are not bound to maintain any set targets.c) They can quickly adopt the changing trends.

2. Management Contractual Agreement :

Under this type of ownership, a contract is entered by the proprietor anda second party who is termed as the operator. Usually, as per the contract

● The owner retains the legal and financial responsibilities.● The operator pays the operating expenses and recovers from the

owner.● Owner is responsible for paying the taxes, insurance and debts.

3. Chain Hotels :

When the hotels and motels owned by proprietor get affiliated withone another they form chain hotel organisations. The affiliation,which is usually controlled by a large centralised organisation,gives manifold advantages over single ownership holdings. Someof them are:

● Easy reservation for the guests.● Improved managerial aids and skills.● Easy knowledge exchange & transfer.● Improved HR- development – more chances of promotions &

better staff training systems and curriculums.● Improved financial strength.● More operational expertise.● Greater manpower.● Contribution of specialties especially in fields of facilities.● Easy merchandising of the products.



The affiliation can come up in three ways:

A) Variable terms of Affiliation:

Under this type of affiliation the two or more operations mayget affiliated with a Organisation having variable terms ofaffiliation like – terms on operation and management incompensation to an yearly fee, or terms on using the name ofthe chain used by the franchisee subject to maintaining thepolicy of the Organisation , in compensation to an yearly fee.In the second case the Chain Organisation will have no poweron the employees of the hotel.

B) Referral Chain:

A referral chain is made up of independently owned andoperated hotel and motels and provides shared advertisements,joint reservation system and standardized quality. Virtuallythere is no shared management and financial functions.

C) Multi- Unit Company:

They operate under a corporate head office and own severaloperations across the country and abroad.

Some OtherClassifications

Some hotels can also be classified as under

i) International Hotels:These hotels are situated in cities and provide modern, westernstyle luxury to the guests. They can also be termed as fullservice hotels. Many such hotels are owned by internationalchains. Such hotels find good market in commercial towns.

ii) Casino Hotels:These hotels focus on gambling and have provision for casino.They are very popular in America, particularly Las Vegas-Nevada. Renowned artists are invited to perform and entertainthe guests.

iii) Condominiums:They consist of large complex having furnished guest rooms,suites, apartments or villas which are purchased by theindividuals who in turn enjoy all the facilities like parks,swimming pools, playgrounds, tennis courts, function halls etc.The maintenance of the complex is maintained by amanagement. The public areas may be let out to outsiderswhich in turn may be a source of earning of such complexes.



iv) Apartotel:Fully furnishes apartment building also used as residentialhotels. Upon purchasing the owner is entitled to enjoy fullservices of the hotel and during the period it is not occupied itcan earn for the hotel.

v) Auberge, Gasthof, Herberge:It is the counterpart of inns in various countries. It represents asmaller unit which may have complimentary bar, restaurant,bedrooms for travelers. Here emphasis is given to eating anddrinking facilities.

vi) Boarding Houses:They provide accommodation with meals for a definite periodof time generally for a week or longer.

vii) Holiday Villages:Provides recreation and sporting facilities which is included with theguests’ boarding, which are independent units with self-catering(individual kitchen) facility.

viii) Time share Concept:Here for a set period of time which may be one week or moreeach year, for a number of years a person upon initial paymentof a sum of money and further yearly payment each year isentitled to enjoy stay along with facilities and services in oneof the apartments of that property.

The initial payment is like a membership fee and the annualsubscription is to cover the maintenance charges of the variousequipments, facilities, public areas etc.

ix) Need Based Hotels:These hotels are being made keeping in view of a particularneed of the customer. They are often referred as Ski hotel-which encourages winter sports, or as Conference Hotelsconsisting of large halls and rendering elaborate conferencefacilities.

x) Boutique Hotels:Here each room has distinct features characteristics. They aresmall but expensive, professional service but at the same timevery personal and intimate. The restaurants are small and thedécor and food are all at par with the theme.

xi) Grani Hotels:These hotels provide only accommodation.



Classification Onthe Basis of Type ofAccommodation

Hotels can also be classified on the basis of type of accommodation.They have the following features:

a) The standard of comfort is moderate to that of a hotel.b) They self accommodate at much lower price.c) They have an informal atmosphere.

They include :Guest Houses, Youth hostel, Dormitories, Paying Guests, DakBungalows, Holiday Homes, Circuit Houses, Sanitarium, LodgesBoatels (hotels on house boats), Floatels (Hotels on luxury Liners),Rotels (Hotels on Wheels), Lotels (Hotels with helipad facilities),etc.

Classification Onthe Basis ofFacilities

Hotels can also be classified according to the standard of facilitiesthey render. This classification is conferred upon by a body whichknown as Hotel and Restaurant Approval Classification Committee(HRACC). The hotels are classified with stars. A hotel which hasbeen thus rated has to appear before this committee once in everythird year for their standard being rechecked. The committeecomprises of the Secretary Tourism, Regional Director of Tourism,Director or the Additional Director General of Tourism (state level),members from the hotel industry (FHRAI), Travel AgentsAssociation of India (TAAI), and the Principal of the RegionalInstitute of Hotel Management, Catering Technology and AppliedNutrition.

The hotels who desire to get their hotels to be rated with stars theyhave to procure a prescribed form, which is in a form ofquestionnaire, where they have three categories of the requiredfacilities, viz.,Essential (must have)Necessary (should have)Desired (may or may not have).

Each of the requirements after being filled the form is sent to theCommittee. The requirements have certain marks set. The committeevisits the hotel and after due evaluation awards marks against thoserequirements.

The grades of stars are 5 star deluxe, 5 star, 4 star, 3 star, 2 star. And1 star.

For a 5 star classification a hotels must have:i) 25 lettable bedroomsii) the approach and environs suitable for the hotel industry.iii) All the public rooms should be fully air conditioned ( in case of



hill areas should have heating arrangements)iv) All rooms must have well appointed attached bathrooms with

long baths or should be equipped with most modern showerchambers.

v) The Kitchen, Pantry and the Cold Storage should beprofessionally designed to ensure efficiency and should be wellequipped.

vi) There should be ladies’ and gentlemen’s cloakrooms, and thecloakrooms should be spotlessly clean and equipped withavailable highest standard of furniture and fittings.

vii) The construction and the architectural features should havedistinctive qualities of a luxury hotel.

viii) The maintenance of the hotel should be of highest standard.ix) There should be adequate parking space for the cars.x) There should be well designed and properly equipped

swimming pool.xi) All bathrooms should be of modern design and should be fitted

with highest quality of fittings.xii) There should be reception, cash and information counter

attended by highly qualified, trained and experiencedpersonnel.

xiii) There should be well appointed lobby, conference facility,shopping facility, 24 hours elevators of adequate numbers.

xiv) The rooms should be well furnished with modern lighting,telephones, radios, vacuum flasks or thermos flasks with icedcold boiled drinking water.

xv) There should be restaurant, room and beverage service. Thewaiters must have knowledge on menus whether in French orin English, the knowledge of correct table laying. The roomservice should be speedy and should be of 24 hours. Thereshould be provision of service of alcoholic and non alcoholicbeverages with bar facility.

xvi) Assessment is also made on the number of restaurants andother outlets, the carpeting and the total carpeted area, thequality of linen, blanket, towels, crockery, entertainments,cuisine, hygiene, etc.

xvii) Other service like laundry services, the quality of staffdeployed – trained and untrained staff. The nature ofsupervision carried out whether by managers, executive staff,other staff etc.

xviii)The standard of Housekeepingxix) The system of control of fire and other hazards.

003 -THE DEPARTMENTS OF A HOTEL AND THEIR OBJECTIVES


The Organisation ofa Hotel

The organisation of a hotel is made up of various departments whichwork in close coordination for the efficient and effective working.Some departments are revenue generating departments that accountsfor the profit of the organisation; some departments do not generaterevenue but are important on the basis that they help in the operation.

Thus, in a hotel the various departments are grouped into

1. Operating & Revenue Producing:This means they take active part in operation and they generaterevenue for the organisation.

They can be further divided intoa) Minor Revenue Generating:

They generate a smaller amount of revenue compared toothers and includes:

I) Laundry: This section which is under the housekeepingdepartment can be either in-house or out-sourced. In boththe cases the laundry of guests’ articles is a facility whichis charged for.

II) Telephone: Guests are charged for the long distance andlocal telephone calls. In small hotels the telephones areoperated through a switchboard manned by theReceptionist whereas in large hotels the telephones areoperated either through telephone operator or have directdialing facilities. In the latter case they are metered. Inany case the telephone calls made the guests are chargedaccordingly.

III) Swimming Pool: Though the resident guests are notcharged for the use of this facility, but their guests maybe charged for or the swimming pool can be opened forout of house guests through membership who avail it bypaying a seasonal or annual subscription.

b) Major Revenue GeneratingThese departments are the sole earners for the hoteloperation.

They comprise of:I) Room Division: The Room Division Department is made

up ofi. Front Office: One of the major earners being connected

with the sale of rooms.ii. Housekeeping: This department is responsible for



making the rooms ready for sale and maintaining aclean environment suitable for the guests’ stay. Apartfrom Food & Beverage they provide various amenitieslike stationery, beddings and their accessories, etc. inthe guest rooms.

II) Food & Beverage: This department is responsible forproviding food and beverages to the guests. They havetwo sub departments viz.

i Food & Beverage Service: The service is mainlyresponsible for reaching various food and beverages tothe guests through various outlets.

ii Food Production: By production it means preparation ofvarious food stuffs in various kitchens which are sold tothe guests through the service outlets.

2. Operating & Non-Revenue Producing:These departments play an important role in operation but do notproduce any revenue.

The departments are:-

I) Sales & Marketing: This department is responsible forevolving various packages to attract targeted customers tothe establishment. They also uphold the goodwill of theestablishment through various activities andadvertisements.

II) Accounts: The Accounts department is concerned withkeeping various records of financial transactions- figureson sales, amount of purchases made during the year, thedebtors and the creditors and the financial viability of theOrganisation. They are also responsible for collection ofrevenue from the debtors and making payments to thecreditors and the employees (salary & wages).

III) Stores & Purchase: The department is concerned inpurchasing various materials and commodities requiredfor the operation of the hotel against prescribed purchaserequisitions and thereafter issuing them to concerneddepartments against prescribed stores requisitions.

IV) Security & Vigilance: This department is responsible inkeeping all the guests and hotel properties well guarded.They ward of any unwanted guests and situations fromoccurring inside the premises. They are also trained for



fire fighting and play an important role on breakout offire.

V) Engineering and Maintenance: This department isresponsible for the maintenance of all the electrical,mechanical, equipments of the hotel in workingcondition. They also look after any civil constructionwork, attend to any electrical, mechanical and civilbreakdowns and maintenance of safety, hygiene endenvironment (SHE) of the hotel.

VI) Personnel & HR: The Personnel & HR is responsible formaintaining a cordial and peaceful relationship andharmony between the Organisation and the Employees.They plan the manpower requirement and evaluateemployees’ job. They compute employees’ salary andwages, enumerate performance appraisals andrecommendations made to staff by the departmentalheads. They organize training needs and also play themajor role in issues like employees’ transfer, issue ofsuspension and charge sheets to and appointments anddismissals of staff.

3. Non-Operating & Revenue Producing:They include the departments that provide additional facilities tothe guests. Their absence does not hamper the operation of theorganisation but on the other hand the inclusion of suchdepartments increases customer satisfaction.

They include: Travel Agency and Airline Offices, Book Shops,Chemists Shops, Florists, Banks, Beauty Parlour, etc. They aregenerally rented on commission basis or on rents. They are alsocalled Concessionaries. Selection of such concessionaries is veryimportant because the standard of services they provide and theway they care for the guest has direct impact on the reputation ofthe hotel

003A -THE HOTEL ORGANISATION CHART


HOTEL

Operating & RevenueProducing Departments

Non-Operating & RevenueProducing Departments

Operating & Non-RevenueProducing Departments

Minor Major

Laundry

Telephone

Swimming Pool

Room Division Food & Beverage

FrontOffice

Housekeeping

Production

Service

KitchenBakery

Pantry CoffeeShop

Restaurant RoomService

PastryShop

Bar

Banquet

TravelAgency

Florist

BeautyParlour

ChemistShop

Book Stall

HRD

Security

Accounts

Sales &Marketing

Engineering

Stores &Purchase

004 - THE FRONT OFFICE ORGANISATION


The Objective ofFront Office

A department that reserves registers and assigns rooms and act as acontinuous source of information.

The Departments OfFront Office

The Front Office department is divided into eight distinct sectionsaccording to their nature and functions:

They are mentioned hereunder along with the job they handle:

I) Reservation:a) This department receives reservation request from

various sources and through modes and processes them toensure availability of thus reserved rooms upon arrival ofthe guests.

b) It also looks after cancellation and amendments madeafter the reservation.

c) On the day of the arrival they sent the Expected ArrivalList along with the correspondence file of the expectedguests to arrive to the reception.

II) Reception/Registration:a) The most important task of the Reception is to welcome

& check-in guest arrival.b) They take bookings of the same day. Cancellation/

amendments of the same day are handled by theReception.

c) They also take calls regarding guests, restaurants andexpected arrivals, etc.

III) Information:a) This section of the Front Office maintains the guests

staying in the hotel in Alphabetical Order known asAlphabetical Guest Index ( as per their names) andNumerical Order known as Numerical Guest Index (asper the guests’ room numbers).

b) They handlei guests’ room keys,ii guest mails,iii guests’ messages,iv guests’ complaints.

c) They also initially organize paging by taking theinformation of the guest and passing the information tothe Bell Desk for expediting the same. They also provideinformation regarding the city and the hotel.

IV) Cash:a) Responsible for preparing guests’ bill.b) Assist guests in settling their bills.



c) Maintain the Safety Locker key.d) Maintain the Floor Master Key.

V) Concierge & Bell Desk :This department is responsible fora) Handling guest baggage.b) Delivering newspapers in guests’ roomsc) Delivering mails, messages telex, fax and any other item

to and from the guest.d) Conducts paging (locating guest in public area).e) Give physical wake-up calls to those guests who do not

answer wake-up call by telephone.f) Sell postage stamps.g) Keep baggage on hold for in house guests as well as

awaited guests.h) Perform other functions that gives guest satisfaction like

i Getting airline/railway tickets.ii Calling a taxi for the guests.iii Assist guest in packing his/her luggage.

i) Perform other official functions like going to FRRO fordelivery of the C-Forms.

VI) Telephones:a) Handles all incoming calls and outgoing calls for both the

guests and management. The telephone operator divertsthe incoming call received to the concerned rooms or tothe various departments where there is no EPABX.

b) Responsible for giving wake-up calls.c) Set DND on the phones, is the guests ask for it which

prevents the incoming call form going through.d) Set paging of hotel executives through telephones.

VII) Travel Desk:Many big hotels have fleet of cars by which they organize:a) Travel logistics for guests- such as airport/ station pick-

ups and drops.b) City and business tour for guests.

VIII) Business Center:This section is a must for any commercial/business hotel.This facility helps the businessmen to perform their office jobwhen they are away from their offices. The section isequipped with the following:a) A small reference Library.b) A small conference/board room which can accommodate

6/8 guests.c) A room with computer and internet facilities.d) Photo copying machine.



e) Typing and printing facility.f) FAX facility.g) Machine for binding of documents.h) Secretarial service.

The Hierarchy OfFront Office

The Front Office is a uniformed department which the guest meetsfirst and it creates the impression about the hotel, Since the firstimpression is the last impression, therefore, the department demandshighly professional staff.

The Staff of Front Office are as under:

I) The Front Office Manager: He reports to the Front of HouseManager. He responsible to direct and coordinate theactivities of Front Office Operation ( Front Desk,Reservation, Bell Desk, Telephones), to provide efficient andcourteous service to each guest, to maximize occupancy androom revenue and to plan and oversee the targets set by hisauthorities are met in due time.

II) The Lobby Manager: He performs managerial duties by beingthe overall in-charge of the Lobby which comprises ofReception, Information, Bell Desk, Guest Relations and theCashier. He is a decision maker with regards to the day today operation of the Front Desk and authorizes documentssuch as room change notice, visitor paid out voucher,discounts on bill, etc. He reports to the Front Office Manager.

III) The Reservation Manager: He performs managerial duties bybeing the overall in-charge of the Reservation Section. Hesees that the occupancy is maximized through reservation ofrooms, takes decision in matters like overbooking, andoversees the group and corporate bookings and other sourcesof reservations, cancellation and amendments made by theguests. He reports to the Front Office Manager.

IV) Guest Relation Executive: The person entrusted with the job,acts as a link between the guest and the hotel by noting theirgrievances and suggestions. This person also plays a vitalrole during the arrival of VIPs & CIPs and maintains therecord of the frequent and valued guests who had stayed inthe hotel in form of a document called Guest History Card.He reports to the Lobby Manager.

V) The Bell Captain: To plan, organize direct, coordinate andcontrol the bell desk. He reports to the Lobby Manager/ Asst.Front Office Manager.



VI) The Front Office Cashier: Responsible for posting variouscharges against the services rendered by the hotel to the guestin their respective bills and to receive payments. Settle thebills of the guests upon their departure.

VII) Front Office Receptionist: The person is responsible foroverall smooth operation of the Reception during his/her shiftas per laid down standards. Reports to Lobby Manager?Assistant Front Office Manager.

VIII) Reservation Assistants: To ensure smooth operation ofreservation section. The person engaged in this section takesadvance bookings made by the guests in prescribed formatsand gives valid information as and when required regardingthe available facilities and rules of the organisation. He/ shereports to the Reservation Manager of the hotel.

IX) Bell Boys: Their primary duty is to take care of the guestluggage. They are also required to do certain job like paging,delivery of newspapers & mails and messages to the guestsrooms, help in shifting guests to other rooms, running onerrands for guests and the hotel executives, delivery of C-forms to the FRRO, etc. Apart from this they are alsorequired to do certain jobs as specified by the managementfrom time to time. They report to the Bell Captain.

X) Trainees: These people have just joined with the intention totake up a job in Front Office as per their qualifications andinterests.

004A- THE ORGANISATION CHART & DEPARTMENTS OF FRONT OFFICE


FRONT OFFICE MANAGER

LOBBY MANAGER RESERVATION MANAGER

SR BELL CAPTAIN

DOORMAN

VALETPAGEBOYS

BELLBOYS

RESERVATION ASSISTANTS(FOA)

SR. INFORMATION ASSISTANT CASHIERGUESTRELATIONSEXECUTIVE

SR. RECEPTIONIST

FRONT OFFICE ASSISTANTS

EXECUTIVE HOUSEKEEPER

DEPARTMENTS OF FRONT OFFICE

FRONT OFFICE DEPARTMENT

BUSINESSCENTRE

CONCIERGE

LOBBY

COMMUNICATIONRESERVATIONSECTION

INFORMATIONSECTION

CASH SECTIONGUESTRELATIONS

PORTER’S LODGECHECK-INSECTION

(REGISTRATION)

LOBBYELEVATOR

LUGGAGECENTER

PARKINGAREA

DOORAREA

TELEPHONESTELEX FAX

FRONT OF HOUSESERVICE MANAGER

CHAUFFER

FRONT OFFICE ASSISTANTS

SR. TELEPHONE OPERATOR

TELEPHONE OPERATOR S

TRAINEES TRAINEES TRAINEES

005 - THE FRONT OFFICE - ITS INTRA & INTERDEPARTMENTAL RELATIONSHIP


Introduction For an effective operation of any organisation the departments haveto coordinate and communicate amongst themselves. The FrontOffice Department has to communicate and coordinate with otherdepartments with respective various requirements of and informationabout guests.

On various occasion the Font office has to communicate which areenumerated below.

Intra-communication

As seen in our previous lesson the Front Office department itselfcomprises of numerous sections-● Reservation● Reception/ Registration● Information● Bell Desk & Concierge● Communication - Telephones● Cash Office● Travel Desk● Business Centre

To render best of their services each department has to communicateamongst themselves. There can be printed formats on which suchcommunications are usually made. These formats actually serve as aready reckoner so that all the information can be incorporated andnothing is left out. In the lessons to follow we would be discussingabout such communication modes and formats.

Among them, one such area where the front office has tocommunicate with the telephone exchange within the hotel. In certainoccasion there can be the arrival of a guest from a different timezone and he requires a rest. He may advise the reception to put upDND in his room phone so that the incoming calls do not comethrough. Or in certain cases

Again within each section there is a need for communication. This ismade through log book. A log book is a register where any incidentsthat has taken place or would take place are recorded and staff onduty is supposed to refer to it before the commencement of theservice so that the attending staff of that particular shift is wellbriefed about it and he/she is equipped according to specifiedstandard to meet the requirement.

The Staffing: The Front Office department operates for 24 hours andhence there is a necessity that it be adequately equipped with staff.Usually there are three shifts:

Morning Shift: 6am to 2 pm



Evening Shift : 2pm to 10 pmNight Shift : 10 pm to 6 am.

Naturally there are more activities during the day and the eveningthan at night. In other words it means, the number of staff required toperform would depends upon the guest activity with the hotel andtherefore the requirement is at peak during that part of the day whenthere is a huge level of check ins and check outs. Or there can berequirements of additional staff during a season. In the previous casewhen the requirement is more at the particular time of the day, it ismet up by arranging a “swing shift.” A swing shift is a shift whichbrings in extra staff for a particular hour to meet such requirements.Like in most city hotels the swing shift is arranged between 8 am and4 pm. The additional requirement of staff during the season can bearranged by temporary recruitment of staff for that particular season.

There can be an additional requirement of staff at the countersuddenly if there are too many guests found crowded at the receptioncounter. On such occasions, the reception counter is having a switchwhich is connected to a buzzer at the office which is usually situatedat the back of the reception counter. By pressing the switch theattending receptionist can communicate with the additional staffstationed inside that would appear at the counter as per the necessity.

Communication with Other Departments

Housekeeping The Front Office communicates with Housekeeping on the followingoccasions:1.Discrepancy Report: The Front Office prepares a consolidated

Room Report which accounts for the total room occupied on theparticular shift. The Housekeeping Department also makes floorwise room report and send it to their central Housekeeping ControlDesk (the head of the Housekeeping Department that guides theactivity of the Housekeeping). The Control Desk in turn compilesall the floor reports into one and sends a copy to the Front Office.If the two figures do not tally then the Front Office prepares aDiscrepancy Report and in that occasion sends a bell boy to seewhere the mistake has occurred and take the corrective actionaccordingly.

2.Group & VIP Arrival: On the event of arrival of Groups and VIPsthe housekeeping department is being informed.

With Groups, since they board the hotel at a certain fixed rate onAP or MAP, certain facilities like provision of toiletries may bewith drawn from the rooms. Again certain extra facilities are givento VIP guest like specially embroidered bath robe or special



envelopes and writing pads with the name of the VIP printed on it.Or a welcoming the guest with garlanding may be arranged forboth the Groups and VIPs. The supply of toiletries, bathrobes,printed stationeries or floral garlands are arranged byhousekeeping. Therefore, the concerned department is beinginformed so that they can be ready for the occasion.

3.Arrival & Departure Notification: Upon arrival or departure ofguests the Housekeeping Department has to be informedaccordingly. The Arrival Notification helps the Housekeeping to beready to offer their services to the guests as required. TheDeparture Notification informs the Housekeeping to prepare theroom again for sale by the front Office.

4.Laundry: Issue of clean uniforms to various staff.

5.General Requirements: Upon check-in the guest is acquainted withthe Front Office. He may send several requests to the Front Officewhich are generally looked after by the Housekeeping likerequirement of an extra pillow or blanket, changing the towel,supply of fresh water. These requests are often communicated tothe Housekeeping for its compliance.

Food & Beverage 1.Group & VIP Arrival: It is required becausea) The department can be well prepared upon receiving the

information.b) In both the cases upon arrival the people are received with a

Welcome Drink. This is arranged by the F&B department.c) In case of VIPs special drinks are provisioned in the mini bars

which are in the guest rooms. This is taken care of by theRoom Service which is under the F&B department.

d) The VIPs are also offered with complimentary fruit basketwhich is generally sent from the General Manager of the hotel.This is a gesture of gratitude shown upon the VIP for his/herstay in the hotel. This is taken care of by the F& B department.

e) Special dishes as per the liking of the VIPs can be arrangedupon instruction of the F& B Manager.

f) The Mini bar facility for the groups are generally withdrawnfrom the room because they come on a special tariff.

g) The groups are generally offered a fixed meal, this requiresadvance preparation.

For all the reasons above the arrival notification is necessary.

2.Arrival & Departure Notification:The arrival departure helps the F&B department to forecast thefood sale on a particular day and therefore to ascertain the quantumof raw materials required and which in turn also reflects the



quantity of dishes are to be prepared The departure notification isagain needed because if any guests has availed services in anyoutlets by signing on their bills which they intend to settle ondeparture the same can be timely delivered to the Front Office forclaiming its payment from the guest

Sales & Marketing Both the departments work in close coordination to maximise sale ofrooms. In this event1.the Sales & Marketing Department updates Front Office with

special room tariffs they agree upon with various travel agenciesand corporate houses.

2.this department also works out various packages with groups,airlines, and corporate houses which they have to communicate tothe Front Office from time to time.

Accounts The coordination and communication whish the Front Office doeswith the Accounts is in respect to

1. The Front Office Cashier: The Front Office cashier is as such aperson from the Accounts Department who is basically beingentrusted with the job of opening the guest bill upon his/herarrival, posting the room rate and the daily rooms charge alongwith the charges incurred for enjoying facilities on credit and torealize the payments from the guest upon their departure.

Some of the vital communications are:a) Upon guest arrival the cashier opens a new bill mentioning

all the details viz. the name of the guest, the room allotted,the rate charged, the mode of payment, special instruction,etc. All these information are communicated to the cashier bythe Front Office Reception.

b) As per the house custom, the guests are entitled for a creditup to a particular limit for the facilities they avail. This mayvary from hotel to hotel. This is known as credit limit. Whenthe credit limit increases the Cashier has to inform the sameto the Lobby Manager.

c) When the guest would check out, the Front office wouldinform the cashier to prepare and ready the concern guest’sbill.

d) At certain times guests are entitled to discounts. Thisdiscount is only validated when it is signed by the LobbyManager.

e) On occasions the hotel ahs to pay on behalf of the guestwhich is known as “Paid Out” made by a voucher where theLobby Manager has to sign his approval.

f) An occasion may arise when a guest is required to changehis room due to various reasons. The Cashier is required to



be informed about the room change so that the bills can betransferred to the newly changed room account.

2. Night Auditor: A daily audit is carried out at night to ascertainthe viability of the business operation by checking the postingsof the various charges and the rate charged, discounts given, if beany, and verifies it with the Charge Slips, cash received againstthe potential revenue of the day. The Night auditor with his teamgenerates report at that night and circulates it among the seniormanagers of the hotel.

3. City Ledger & Bills of Credit: This refers to the credit given toguests other than room guests. The signed bills from suchcustomers are collected by the Front office cashier and directedto the accounts sections for posting them in a book of accountscalled the City Ledger.

Stores & Purchase The Stores & Purchase is responsible for purchasing, storing andissuing various stationeries, computer hardware, etc to the FrontOffice.

Security &Vigilance

The Bell Boys who usually go around the hotel on various errands,keep a strict vigil on the public places like lobby, staircase, corridors,and inform the Reception through Bell Desk. The reception in turninforms the Security & Vigilance, so that unwanted guests areprevented from loitering and entering the premises and thereby wardof any unwanted incidence.

Engineering &Maintenance

The Front Office upon receipt of any complain regarding the air-conditioning, room warmers, or other electrical gadgets, plumbingfaults in the guest bathrooms, any defects in furniture & fittings in therooms made by the guests, communicates the same to theMaintenance Department to look into and rectify the same.

Personnel & HR The HR would generally1. appraise the Front Office with the hours overtime made by the

staff,2. ascertain their manpower requirement, the training needs, etc.

006 -FRONT OFFICE- THE TYPES OF ROOMS


Introduction According to the demand of the guests (the customers) various roomsare available in a hotel. They can be classified according to thecapacity of the room, location of the room, & type of décor.

The various types of rooms available in a hotel are:

Types of Rooms

Single room A room with one bed (meant for one person) denoted by sign (-) andabbreviated as SGL. These rooms are suitable for a guest coming aloneto a hotel.

Twin Room A room having two single beds, separated from each other. It isdenoted by sign (=) and is abbreviated as TBR. These rooms aresuitable for two persons.

Double Room A room having composite double bed meant for two persons. The signfor these type of rooms is (+) and is abbreviated as DBL. they arenormally rented to couples.

Triple Room A double or twin bedded room with an extra cot provided on demand.

Suite This is an apartment having one bedroom with one composite doublebed, a parlour and a dining place. It is abbreviated as S. Besides, everysuite has a name corresponding to its theme, décor and colour scheme.E.g. Jaipur Suite, Presidential Suite, etc. In the suite the furniture,furnishings and fittings are of top quality and these rooms are mostexpensive in a hotel.

Duplex These are a type of suite having rooms in two levels under one roofconnected by an internal staircase. The upper level is the bed room andthe lower level is a parlour, living or sitting room (also called Salon).They are generally found in commercial hotels.

Inter-connectingRooms

These are a set of two adjacent rooms connected internally by a door,thus allowing entry from one room to another without having going tothe corridor in re-entering the other room. Both are bedrooms, onehaving double bed and the other twin bed The inter-connected roomserves a three fold purpose-

I) The inter-connecting door can be locked to discontinue beusing as a composite room and selling to two individual guests.

II) The interconnecting door may be opened and may be sold to afamily.

III) On occasion the room having the twin bed have their beds andbeddings be removed and converted to serve the purpose of asuite.



Junior Suite These are large rooms converted to suites by a wooden partition. Thefamily rooms of old hotels are now being converted thus to JuniorSuites. These suites are not as costly as the general suites but arepriced higher that the ordinary rooms.

Adjacent Rooms Two rooms side by side without any interconnecting doors having itsopening towards the corridor.

Cabana A room situated away from the main hotel building, near theswimming pool and health club. Mainly used for resting andchanging purposes and are rented on hourly basis. Cabana rooms donot have beds and may have a pool chair instead. There may be adispense bar, which is optional.

Lanai The rooms which overlooks a picturesque sight such as a crater, avolcano, a mountain peak, garden or the sea.

Executive Superior quality rooms lying at the end of the corridor.

Siberia This term is used for inferior quality of rooms such as rooms towardsthe staircase.

Penthouse The rooms situated on the roof top level with an opened balconylooking up at the sky. They can be suites which are rented tohoneymoon couples.

Studio Room The rooms have a single bed and one or two couches or sofas that canbe converted to a bed. They are mostly found in commercial hotels.

Hollywood LivingRoom

These are twin rooms with one common headboard.

Efficiency Room These have kitchen facility and are found in resort hotels.

Hospitality Rooms These are rooms used by the hotel residents, being rented on hourlybasis, to entertain their own guests. These rooms do not have beds butare provided with sitting arrangements. They are usually found incommercial hotels.

Murphy BeddedRooms

These rooms have Murphy Bed. A Murphy Bed is one that can befolded against a wall. Thus these rooms provide a larger floor area.The abbreviated form of these rooms is MBR. MBR is generallyfound in commercial hotels.

Quad A type of room having four beds to provide sleeping accommodationfor four persons.



Business Club Typeof Accommodation

In some commercial hotels some of the floors are taken up by thecorporate houses which they remodel and converted to suite theboarding accommodation of their executives. They equip that part oftheir accommodation with all the facilities like a bar, lounge, boardroom, library, business center, billiard room, etc that are needed fortheir executives.

Sizes of Beds

Single Bed 37” x 81”

Double Bed 57” x 81”

Studio Bed 36” x 75”

King’s Bed 78” x 80 - 82”. This is used in American Hospitality terminology todescribe the Largest Bed.

Queen’s Bed 60” x 80”. This is used in American Hospitality terminology todescribe the 2nd Largest Bed.

Closet Bed A standard sized bed that swings into the wall or cabinet in the formof a closet. It can accommodate one or two persons and can be easilyremoved from the floor area as they are built into the closet wall.

Standard Size of Rooms

Category of Hotel Standard Area of Bedroom &Bathroom

I) 5 Star & 5 Star Deluxea) Single ……………..................b) Double…………………….....c) Bathroom…………………….

180 sq. ft200 sq ft.45 sq ft.

II) 4 Star & 3 Star Deluxea) Single………………………b) Double………………………

c) Bathroom …………………….

120 sq. ft140 sq ft. ( additional area may be required iftwin beds are provided)36 sq ft.

III) 2 Star & 1 Star Deluxea) Single……………………….b) Double …………………….c) Bathroom …………………

100 sq. ft120 sq ft.30 sq ft.

007- SOME IMPORTANT ABBREVIATIONS & DEFINITIONS- I & II


I6 pm release ofrooms

This means when rooms, that had been reserved but were not confirmed bypayment of guaranteed money, are released to walk-ins. Normally thereception wait till 6 p.m. for the arrival of such guest and after that it isreleased for sale.

Bell Boy’sErrand Card

It is a card which controls the movement of the bell boys. It has columnsstating when the bell boy was released for a specific job and at what time hereturns is also noted on the card. It also has provision for noting anydiscrepancies from the room while the guest checks out and therefore servesas a ready reckoner while checking rooms on guest departure.

C- Form Confidential Form. Filling up this form is mandatory for all foreignerguests. Apart from disclosing the name and the nationality of the foreignindividual it also furnishes various other information: such as his passportnumber, date & place of issue, date of arrival in India, etc. This form isrequired to be submitted to FRRO within 24 hours. In smaller cities wherethere are no FRRO, they are to be submitted to the local police station.

CIP Commercially important person

FIT Free individual traveler.

FRRO Foreigners Regional Registration Office

Groups A number of persons traveling together with same interests and motto

Overstays A guest staying more than the days for which his rooms was reserved.

RetentionCharge

A charge levied on a guest having a confirmed reservation, on the event offailing to take up the accommodation on the agreed date and time.

Understays Departing before the scheduled check-out date.

VIP Very Important person

Rooming List A list showing allocation of rooms against the names of the guest.

Luggage/Baggage Tag

A ticket attached to the guest’s baggage/ luggage to identify its ownershipand also serves as a tool for publicity.

GSO Guest Services Officer

GRE Guest relation Executive.

VVIP MovementSheet

A checklist showing all the requirements of the VVIP following which onecan ensure that the entertaining the guest would be in order.

Location Form A form which helps the receptionist to know where the guest can be whenhe is in the property’s public area and need to be contacted as per hisrequest like receiving a call or a message.



No Show Referred to those guest who after having confirmed booking do not turn upto the hotel to stay.

Walk In Walk-ins are those guests who come to the hotel for stay without havingany prior booking.

Back to BackTour

This means the number of guests of a particular group checking out fromthe hotel is compensated by the same number of guests checking in thehotel.

IIPaging Services This is a system of locating guest in a public area. Based on the information

left by the guest in the

Scanty Baggage Guests having little of no luggage

Left Luggage It is a facility given to the guests after they check out from the hotel. By thisfacility the guest can keep their entire luggage or part of it for the timebeing before their final departure form the city. Depending upon the houserules this facility may be complimentary or chargeable.

Skipper A skipper is a person who leaves the hotel without paying the bills.

Service CallSlip/ Bell BoyErrand Card

A slip same as Bell Boy Errand Card used for controlling the movement ofthe bell boys.

Guest HistoryCard

A document maintained by the hotel which records personal likings,disliking, and certain other personal information such as birthday, date ofanniversary, the company where the individual works, his position there,etc. of the guests who frequently visit the hotel. This document enables thehotel to give better personalized services. This also helps the hotel to keepin touch with those guests from time to time by sending them flowers andnovelties on their birthdays and anniversaries.

IIIHotel MasterKey

A key specially devised to open all the rooms of the hotel and is kept asemergency.

Floor MasterKey

A key specially devised to open all the rooms of a particular floor of a hoteland is kept as emergency. This key is maintained by the House keepingcontrol desk.

Black book A document that contains the details of blacklisted guests – like those whohave fraudulently averted for paying their bills in other hotels and is keptby the hotel’s Reception to avoid the same incidence from happening.

Guest Folio A guest folio is the mater bill in which all the credit transactions arerecorded for each resident guest. The folio is opened upon the arrival of a



guest. This is made on the basis of the copy of the registration card receivedfrom the Front Office.The folio records the following information:(a) Guest’s Name, (b) Room Number, (c) Room rate, (d) Date of Arrival,(e) Date of Departure, (f) Opening telephone meter reading (g) BillingInstructions.

There are two types of folios – mainly the Master folio and MiscellaneousCharge Voucher. The Master Folio contains the Room charge and thecharges incurred through various Food & Beverage outlets – restaurants,Bars etc. The Miscellaneous Charge Voucher contains all other chargessuch as telephones, laundry, shoe shine, health club, barber shop, etc. .outlets All the services availed by the guest on credit from various hoteloutlets as described above are received by the cashier either by hand or bycomputer and are recorded in their respective folios.

Pax Number of persons.

Room TransferFolio

The Room Transfer Folio is opened upon the arrival of groups that bear the(a) Name of the group, (b) Room numbers allotted, (c) Number of pax,(d) Rate per room, (e) Total charges, (f) Date of arrival, (g) Date ofdeparture, and (h) Billing instructions are recorded.

Meal MasterFolio

The Meal Master Folio is opened upon the arrival of groups that bear the(a) Name of the group, (b) Room numbers allotted, (c) Number of pax,(d) Rate per head for Food & its breakdown viz. breakfast, lunch,dinner, etc, (e) Total charges against each heads – breakfast, lunch dinner,etc, (f) Date of arrival, (g) Date of departure, and (h) Billing instructions arerecorded.

POS Point of Sale

Allowance This is discount given to guest on their bills based on certain packages theyhave availed. The discount is given on the final total and the signature of theLobby Manager is essential.

Paid Out When the hotel pays for certain services on behalf of the guest and it isrealized from the guest at a later period. However here the Lobby manager’sauthorization is essential.

Safe deposit box A service given by the hotel enabling the guest to keep their valuables in thehotel’s safe custody. The device works when the key given to guest and akey retained by the cashier are operated simultaneously.

Rack Rate The rate published at the information counter.

FIT Free individual Traveller

GIT Group Inclusive Tours

OOO Out of Order

007A-FRONT OFFICE- RESERVATION SECTION


Definition &Introduction

Reservation is the activity of booking the room for a prospectiveguest on his request for a future date which may be from a few daysto months in advance.

Therefore Reservation is concerned with selling of rooms and hencethis is an activity of Front Office. In smaller hotels where the numberof guests are low the Receptionist may be conferred upon the duty oftaking advance booking from the guests whereas in large hotelswhere the guests are more the receptionist must be free to attend theindividual requirements of guests., and hence there should be aseparate Reservation Section for this activity.

Location, Planning& Layout of theReservation Section

The activity of reservation does not normally involve direct contactwith the guests. Therefore, the Reservation Section may be suitablylocated near the Reception, within the Front Office area but normallynot in the Lobby, under the view of the in-house guests. Generally,the Reservation Section is situated just behind the Reception Deskconnected by a swing door or if due to space constraint, thereservation section cannot be situated on the same level, then thesame may be located on a separate floor just above the ReceptionSection connected by a private staircase or elevator. In both the casesfor instant personal communication there should be an easy access bythe Reception staff to the Reservation Section and vice versa.

The reservation section must have a separate cabin for the reservationmanger and a reservation office. Depending on the method followedfor reservation- manual or computerised the area and layout mayvary. It is obvious a computerised reservation office should needlesser space than a reservation office following the manual method.This is probably for the storage space required for keeping thereservation documents, papers, files and display boards for puttingthe charts showing the reservation status. But whatever the systemfollowed the layout should be such that the flow of work must be in auni-direction and do not collide among each other while carrying outthe various activities of reservation.

Legal Implicationsof Reservation

The reservation of a room arises out of offer made by the organisationand its subsequent acceptance of the offer thereafter by the intendingcustomer. Hence having both the components – the offer andacceptance it forms a contract between the two parties which has alegal entity and is enforceable in the eye of law. Therefore any breachof contract that may arise due to non compliance of the terms, by anyof the parties, the other can appeal for legitimate compensation.

Therefore the staff, empowered to make reservation on behalf of theguest, must be aware of the implications that may arise out of theinformation that he gives to the guest. He must be aware that he is



representing the hotel and whatever he says to the guest will be notedas if they are being given by the organisation itself. The staff mustprovide and explain all the relevant information like the type of foodplans, type of menu offered by the outlets, the facilities or type ofroom available and the services rendered. He must also tell the guestabout the check-in and check-out time and the 6 pm release of roomsas maintained by the hotel.

When the guest arrives and due to certain circumstances the hotel isunable to provide accommodation to the guest the hotel must find asimilar accommodation of same quality. Again if there is no show thehotel can claim a charge which is known as “Retention Charge”.This charge is normally taken as compensation for the possible lossthe hotel may suffer due to non arrival of the guest and this amount isrecovered from his advance sent along with his conformation of thereservation. Charging retention charge is not a thumb rule practiceand depends upon many factors like relationship with the guest,frequency of such occurrence with that particular guest, the volumeof business given by that guest, etc.

Need, Modes &Sources ofReservation

● The Need for Reservation can be explained from both the sidesas under:

a) From Guest’s point of view: The guest is ensured of hisaccommodation even in a peak season.

b) From Hotel’s point of view: The hotel is confirmed aboutcertain number of rooms being sold so that they canconcentrate more on selling those rooms which have not yetbeen sold to the guests.

● Reservation is a communication made to the guest. Therefore,any expressed communication, be it verbal or written isconsidered as the Modes of Reservation.

Therefore the sources can be classified as:

a) Verbal:The verbal modes can bei) In personii) By telephone

b) Written:The written modes can bei) By letterii) By e-mail.iii) By faxiv) By telegram



● The Sources of Reservation are:a) Free Individual Traveller (FIT)b) Airlines (crews and layover, detained & transit passengers).c) Corporate – companies & business houses.d) Travel Agentse) Tour Operatorsf) Embassies.g) Others (reservation networks/international tie-ups)

RESERVATION REQUEST ROUTES FROM PROSPECTIVE GUESTS

In the above diagram it shows how a reservation from a guest passes to the hotel throughvarious sources

Types of Reservation

Depending upon the size and type of hotel there can be the following types ofreservation

Manual Reservation : They comprise of as under:

Hotel Diary This system of reservation is best suited in small hotels. The systemconsists of a bound book consisting of 365/366 pages, each pagerepresenting a day and the dates are marked form 1st January to 31st

December. The necessary information is noted initially in pencil onthe intended date of arrival of the guest which then inked afterreceiving the confirmation.

Whitney RackSystem

This system was developed by a company in New York calledWhitney Duplicating &Check Company and later came to be knownas Whitney System of reservation. This system consists of metalracks with slip carriers in which the details of the guest are printed.This record shows the room availability status for a particular day or

Guest

Airlines & CarRental Agencies

Hotel/Motel etc.

Tour OperatorsTravel Agents

HotelRepresentative

HotelRepresentative



month. The slip carriers known as Whitney Slips is 3” x 1 ½” andbears the following information about the guest- the name, number ofpersons, date of arrival, date of departure, arrival by, room rate, typeof plan, billing instruction, reservation made by, the person’s contactnumber and the initial of the reservation clerk. The slips are placed inthe Whitney rack. There are total 43 racks- 31 of them are used tostore reservation for the current 31 days, next 11 of them are for thefollowing 11 months and the last one is for the next 6 months. Thissystem is effective in medium sized hotels.

Semi-Automatic Reservation:Under this system the reservation is noted initially manually and then transferred to thecomputer. The manual record is maintained as a back-up reference. This system isapplicable in medium and large hotels.

Automatic Reservation:The system is effective in large hotels. The system is fully automated and it is interfacedwith various room management systems by which the guest can register themselves.

Central Reservation System (CRS):It is a system operated by outsourced companies who have a large database of hotels orchain of hotels. These companies have offices at various cities across the country orthroughout the world and are interlinked through the internet network. The intendinghotel or the hotel group may register with these companies and allot them a number ofrooms. The companies in turn earn a commission for each hotel sold by them. They areconnected by a toll free number. Any intending traveler may call up one of thesecompanies and when the caller furnishes his requirement these requirement are enteredinto the database and the CRS operator can give the caller a wide range of choice of thehotels.

To name such offices are- Amadeus-Hires, Galileo-Room Master, Sabre Sharp Plus,Abacus Hotel Net, Team Four Hospitality –Resnet – (the only indigenous hotelreservation system in India), Utell Reservations, etc.

The advantages of CRS are:1) It is the cheapest but quickest mode of reservation.2) The customer gets a wide range of hotels to choose and obtain information from a

single source.3) With one call the customer can avail wide range of services from booking of hotels

to booking of airlines ticket.4) The hotel is relived from the worry of selling the rooms that have been given to the

CRS to sell.

The limitations of the system are:1. As it is dependant on various networking for communication- internet, telephone,

fax, etc., therefore is the system fails the booking procedure may be terminated at



the midpoint of the communication with the customer.2. If there is no updating of the hotel profile and the facilities they render then the

CRS staff may not be able to render the latest information on tariffs, facilities, etc.3. As the system works on verbal communication the clarity in speech from both the

ends should be given utmost importance.4. The attentiveness of the CRS clerk is also considered to be important, he may note

the name of the guest but spelled wrongly, or may book a hotel accommodation ofthe chain but in some location other than what has been desired by the caller.

5. failure to explain the technical terms like “lanai room” or “American Plan”

Instant Reservation (IR):The Instant Reservation is located in the hotel This system can make reservation of thehotels within the same property but in other location and hence it is suitable for chainoperations. It cannot make any reservations of that hotel from where the booking isbeing made.

Errors that can occur while taking Reservation & their Remedies

Sl.No.

Errors Remedies

1 Error in recording -the date and timeof arrival, misspelling guest’s names

Being attentive and confirm back fromguest after noting the same.

2 Reservation filed under wrong date,name or property.

Double checking

3 Selling rooms without explaining thetechnical terms used in the industry

Guest should be explained properlyabout things like 6 pm release,American Plan, No shows, etc.

4 Booking hotel of the same chain but insome other location

Being attentive & Double checking

5 Poor and faulty communicationsystem arising out of1) miscommunication, lack of

communication

2) Delay/ in communication or getting disconnected

1) Attitude development, clarity in speech

2) System development

6 Lack of information with thereservation staff

Continuous appraisals and updating

7 Inability to forecast accurately of noshows, under stays or overstays

Efficient information system andmeticulous maintenance of statistics.



Method of makingReservation

Upon receiving a reservation request1. The date and time of arrival & the type of accommodation is

noted.2. Availability of the room is ascertained.3. A- If the room is not available as per his requirement, the caller

is given an option on date and type of accommodation.

The Caller accepts The caller rejects

His details are noted The caller is waitlisteddown in the reservation and is informed that heform and he is sent at letter would be contacted asasking him for his soon as there is aconfirmation with payment cancellation form.of an advance. Upon receipt some other guest.of such confirmation thedocuments are filed and thearrival of the guest is awaited.

3. B - If the room is available, the reservation form is filled.

No time for confirmation Time for confirmation

The guest is explained about The caller is told aboutThe 6 pm release of room terms and conditions andand the documents are filed the documents are filedand the guest arrival is awaited provisionally. A letter is released asking for guest’s confirmation with an advance

confirmation not received confirmation received

documents filed in a separate Reservation confirmedfile called conformation in records and thenot received and the procedure confirmation letter isis closed. Sent to guest.

Guest requested to send acknowledgement

Document filed and guest arrival is awaited



The ReservationForm

The particulars of the guests’ requests are noted down of theReservation Form. The Reservation Form has specific printedheadings under which the requirements are jotted down and thisserves as a ready reckoner so that none of the possible requirementsor information required from the guest is omitted.

Generally, a Reservation form will have the following headings:

1. Name of the Guest:2. The name of the person/ travel agent, etc who is making the

booking with his/her contact number – source of booking3. The address of the Guest and his contact number.4. The number of person for whom the booking is made5. The type of room wanted:6. The date and time of arrival and departure.7. Arrival by train no. Flight number etc.8. Mode of payment and billing instruction9. Terms & Conditions such as check out time, 6 p m release of

rooms, written confirmation needed, etc.10. Special remarks or requirements- car required at airport/ disabled

guest- wheel char arrangement, etc.11. The signature of the reservation clerk along with date and time of

receiving the reservation.

The reservation form can be further developed as a sales tools andserve certain information

a) It can be colour coded to indicate the classification of customers,giving a picture of the market mix like a separate forms forpackage groups, FITs, corporate segment, airlines, centralreservation office, etc.

b) There can be forms to differentiate between a VIP, a CIP, and afree individual traveler.

Cancellation &Amendments

The cancellation and amendments can take place till the date ofarrival but with particular limits.

For a group, amendments can take place till their arrival.Cancellation of a group arrival however should be made 30 days inadvance to claim redemption from retention charge.

For a FIT the cancellation can be entertained 24 hours in advance.

In any case whether cancellation or amendment the originalreservation form is referred and then the required changes are made.These changes are made in duplicate. One copy is filed along withthe original reservation form in correspondence file. And the other



amended copy is kept in the reservation rack. In computerizedreservation system, the amendment is made after due authorisationby the person (s) deputed to authorise the same.

008 -FRONT OFFICE- REGISTRATION


Introduction Registration is a legal binding, a mandatory procedure, applicable toboth the hotel and the guest. It is a document by which the guest canclaim his stay in the hotel and the hotel can claim about the guest stayfor which he/she has to compensate with the agreed payment. Theprocess is handled at the Reception counter of the hotel and theperson handling the process is the “Receptionist.”

System of Registration

Depending upon the size and type of hotel the following system can be used which arediscussed below:

ManualRegistration System

Here all the documents viz. the registration documentation, the Cform, arrival notification slip, guest folio, are prepared manually,jointly by both the guest and the receptionist. Therefore the clarity inhand writing of the guest and the receptionist plays a very importantrole. This process is applicable in smaller hotels and the process isslow and time consuming. The accuracy of the system largelydepends upon the legibility of the guest and the receptionist

Under the manual registration system generally three methods areused - (1) Bound Book, (2) Loose Leaf Register, (3) GuestRegistration Card.

The methods are discussed below:

1. Bound Book (Red Book): It is a bound register, having columnsunder headings – Serial Number, Date of Arrival, Time, Name ofthe Guest, Guest’s Mailing Address, Number of Persons, ComingFrom, Date of Departure, Duration of Stay, Heading to, PassportNumber (in case of a foreigner), Room Allotted, Tariff,Signature of the Guest etc. It is usually maintained by smallerhotels. It is kept open on the Reception Counter. The guest uponarrival fills up the columns and signs it.

● The advantages of this system are:a) Due to its largeness it cannot be removed.b) All the information about the guest is available at one

place.c) No filing is required.

● The disadvantages of this system are:a) With frequent use the pages get loose and soiled.b) If the book is somehow lost all the information is lost.c) Confidentiality of the guests cannot be maintained.d) It allows crowding at the counter.e) The VIPs and CIPs are usually registered in their rooms.

So when the book is taken to the room upon VIP arrivalother guests are awaited.



2. Loose Leaf Register: This consists of loose sheet, one of whichused each day. It has the same columns as in Bound Book and itovercomes some of the disadvantages as those in the BoundBook. It is suitable for small to medium sized hotels.

● The advantages of this system are:a) The sheet is not required to be kept at the counter so it

does not get soiled by use.b) As one sheet is used a day, so confidentiality can be

maintained to some extent.c) In case of loss, only one day’s information may be lost

but the rest of the records can be kept safe.

● The disadvantages of this system are:a) Its is a slow method as only one guest can register at a

time and there can be chance of queuing up at the counterif there be a heavy arrival .

b) The sheet can be easily misplaced if the clerks arecallous.

c) The sheet may not be fully filled on a day and thereforethere is wastage of stationery.

d) Total secrecy about guests staying in the hotel is notmaintained.

3. Guest Registration Card (Red Form): This method is widely usednowadays and can be applied in small to large sized hotels. In thissystem, one separate card is used for each guest

● The advantages of this system are:a) It can be designed in such a way so that it can serve a

manifold purpose. It can be made in duplicate andtriplicate copies and these can be used asi) Arrival notification slip.ii) C form and send to FRRO.iii) Guest History Card ( a card that contains various

liking and disliking of a guest and many otherinformation)

a) More than one guest can be registered at a time.b) It is absolutely private.c) They can be easily filed in an index form either

alphabetically or individually according to their roomnumbers.

d) Like Loose Leaf Register there is no wastage ofstationery, and at the same time there is no chance of thedocument getting soiled due to excessive handling as inthe case of Bound Book.

e) The guests can be pre-registered and so the receptionistcan devote more time to the supervision of individual



guests’ requirement.f) The VIPs can be registered easily without keeping other

guests in wait as in the case of Bound Book and LooseLeaf Register.

● The disadvantages of this system are:a) The system is quite expensive as the quality of the paper

should be good enough to be stored and at the same timeit can be duplicated to serve multipurpose requirement.

b) The filing and storing system of the hotel has to be veryeffective because if a card is lost the information aboutthe guest is lost.

Semi- automaticSystem

This method is used by medium or large sized hotels that do notoperate on computer. They use office machinery such as typewriter,and various clerical equipments like adding machines, Facit, racksand filing racks etc.

Automatic System This is fully computerized system and followed by large and verylarge hotels. It uses computers with systems where the reservationand registration is interfaced.

● The advantages of this system are:a) It is efficient, time saving, fast and accurate.b) Various reports can be generated from one database and

this prevents duplication and re-works.c) It helps in speedy check-ins..

● The disadvantages of this system is:a) Though it is termed as automatic the documents get only

valid once they are signed and therefore it cannot fullyignore the need for a manual aid.

Express Check-inSystem

A most modern and recent technique available in fully automatedhotels. Here guest after arrival can check–in through self registrationmachines located in the lobby of the hotel or in the city’s busterminus, railway station, and airports. The guests who registerthrough this system usually would have reserved theiraccommodation in advance with his credit card number. Upon arrivalthe guest would use his credit card which he inserts in the machineand the credit card number is recognized by the system which checksthe reservation record and locates the concerned booking. Then thecomputer which is interfaced with the room management system(RMS) would locate a suitable room for the guest and consequentlyregister and assign him a room.

Depending upon the system the machine can direct the guest tocollect the room key from the rack which is located near the machineitself or the machine may issue him a swipe card room key.



Some of these machines have further facility devices that can ask theguest where he is presently located and upon receiving theinformation they would further inquire how the guest would preferhis room to be air-conditioned, or how he would like the water of thegeyser to be, if he cares to have a bath. The machine then wouldcalculate the distance the guest is away from the hotel andaccordingly would command the geyser and/or the A.C. to switch onso that when the guest after his arrival upon entering the room wouldfind the room is set at the temperature as desired by him or the waterfrom the tap is as warm as he had wanted to be.

It is very fast method of registration but it lacks the human touch.One should never forget while giving service it’s not the servicealone but a personal touch or welcome is a more important factor.

Procedure ofRegistration

Registration is a most important process in check-in activity. It ismandatory for all individual guests above the age of 16 that theyshould register their names irrespective of their category- FIT, VIP,Indian or foreigner arriving in any hotel be it classified as a five staror an ordinary one.

The guest is required to fill up the registration document, in whateverform they may be – Bound Book Guest Registration Card or LooseLeaf Register, in their own hand writing and sign it.

The process of filling up the document on arrival is called“registration”.

The registration process provides the first face to face contact of theguest with the hotel front desk and thus establishes the front desk asthe focal point for guest services.

The registration document contains various importantcolumns/sections – name and permanent address, number of guestsincluding contact number, his company or business details), date ofarrival, date of departure to and from the hotel, nationality.In case of foreigner these additional information are also requiredpassport details, certificate of registration, coming from, nextdestination date, date of arrival in India, purpose of visit, whetheremployed in India or not.

The guest after entering these details signs it. By signing the guestgives his consent that he has understood and shall abide by the rulesand regulations of the hotel and acts as a proof of his stay in the hotel.

The document also contains sections/columns for posting roomnumber, room tariff, and mode of payment. These are filled up by the



receptionist along with his/her initial.

Sometimes these documents also informs the guest with information such asthe check-out time, the rules and regulations like the proceeding the hotelwould take if the guest overstays, or the liability of the hotel keeping guestvaluables other than hotel’s safe deposit, etc.

It is mandatory that this document be preserved by the hotel for at least sixmonths and be produced upon request from Government officials- police, orthe judiciary, etc. during or after the stay of the guest in the hotel.

In short the registration is a document that protects both the interest of theguest and the hotel.

Arrival & Departureprocedure of FIT

● Arrival:► Process Owner: The Bell Boy, The Cashier, & The Receptionist1) The bell boy, upon arrival of a guest wishes him and collects his

luggage, brings it in the lobby, places it at the bell desk and attacheshotel tags.

2) The guest is escorted to the Reception Counter. The receptionistwishes the guest, checks for the reservation if there be or else treats itas a walk-in or referral (checks the room availability).

3) Registers the guest and allots him the room.4) Hands over the key and the errand card to the bell boy.5) The bell boy escorts the guest to the room.6) The reception now sends the Arrival Notification Slip to the various

sections and completes other formalities at their end.7) The bell boy opens the room for the guest, keeps the luggage on the

luggage rack.8) Explains the guest about the facilities in the room and the hotel.9) Offers any other help and wishes the guest a pleasant stay.10) Report back to the bell desk and hands over the errand card intimating

his time of return.

● Departure:► Process Owner: The Bell Boy, The Receptionist & The Cashier1) The bell desk and the cashier are intimated about the guest’s

departure.2) The Bell Captain sends a bell boy to the room of the guest with the

errand card in two copies.3) The bell boy fills up the errand card and goes to the guest room,

wishes the guest, checks if any guest articles have been left by him.4) He also checks if any hotel property being missing or damaged.

Informs, the reception, if he finds so, so that billing can be done.5) Switches of the lights, air condition and any other gadgets if they are

running.6) Picks up the luggage and departs from the room ensuring the room is



locked.

7) Places the luggage at the bell desk to attach any publicity tags, andhands over the key to the reception and a copy of the errand card tothe cashier.

8) Waits for the guest o settle the bill.9) After ensuring the guest has paid the bill, the bell boy takes the

baggage to the car porch and loads it in the scheduled vehicle.10) Reports back at the bell desk and hands over the second copy of the

errand card after filling in the time of return.

Arrival & Departureprocedure ofGroups

● Arrival:► Process Owner: The Bell Boy, The Lobby Manager/GRE Cashier, &

The Receptionist1) Prior to the arrival of the group a ground work is required to be done.

The rooms are to be blocked as soon as the reservation isconfirmed. The rooms this blocked are generally on the same floorand near to each other.

Accordingly, the intimation is sent to Housekeeping- with a copyto the Laundry Section, Engineering & maintenance, Food &Beverage, Telephone Operator.

The Bell desk is also informed in advance so that they can beprepared with sufficient manpower.

2) Upon arrival, the group is received and escorted to the Lobby by theBell Boy/ Front Office staff.

3) Depending upon the policy of the establishment welcome drink,garlanding, tilak, etc, are done either at the main entrance or in theLobby. There may be a traditional dance to highlight the local culture.

4) Luggage is unloaded and brought to the bell desk by the bell boys.Luggage tag is attached against each luggage.

5) The Group Leader goes to the reception counter for registration.6) Since the rooms are already been allotted the room keys are kept

separately in the envelopes with the room numbers marked on them.Thus those envelopes are handed over to the Group Leader along withthe rooming list which is in turn the Group Leader hands over to theindividual member of the group.

7) Any mails that have come for the members of the group are handedover to the Group Leader.

8) The Bell Captain with a copy of the rooming list and with the aid ofthe tour leader and a member form the group identifies the luggageand writes the room number on the luggage tag. He also ascertainsthose luggages to be kept at the bell desk till the departure of thegroup.

9) The group members are escorted to their respective rooms; bell boysload luggage and deliver them in the respective group members’rooms as desired by them.

10) The bell boys return to the bell desk.11) Relevant formalities are completed at the Front Office- mainly the



Room Folio is authorized & passed by the Lobby Manager.

12) The arrival notification is sent to Housekeeping, with a copy tolaundry, telephone operator, Information Counter, Food & Beverageincluding room service, cashier – folio passed by the lobby managerwith the group’s registration card

● Departure:► Process Owner: Reception, Bell Captain, Telephone Operator,

Cashier, Bell Boys.1. Prior to the departure Though the departure date and time is known, the Reception must

verify the same from the Group Leader and accordingly inform theCashier for updating & preparing the bill and the Bell Desk toclarify with the movement of the luggage.

The Bell Captain would interact with the Group Leader and clarifythe departure time and the luggage down time. If the departure isin early/odd hours of the morning he may also find out the timethe wake up call to be given and sends the rooming list markingthe wake up time to the operator, so that the operator can give thewake up call at the timing as directed. The Bell Captain/ Bell Boyhimself would give the wake up call to the Group Leader.

2) The wake up call is given as per the schedule as mentioned above.3) At the assigned time the bell boy goes to the rooms to collect the

luggage and bring it to the bell desk.4) The bell captain ensures all the keys are deposited at the reception

counter.5) The Group Leader settles the bill as also any individual charges from

the Group members that are outstanding.6) The bell boys load luggage in the transport and report back to the Bell

desk.

Arrival &Welcoming of a VIP

● Arrival:► Process Owner: GSO/GRE, Lobby manager, Bell boy1) Prior to the arrival of the VIP, the GRE would check the VVIP

Movement Sheet and hold several discussions and short meetings toensure everything is in order and nothing is missed out.

2) The concierge along with the GRE along with the GSO would go outin the portico to receive the VIP guest and escort him to the Lobby

3) Upon arrival at the lobby he would be greeted with the traditionalwelcome or with champagne/ non alcoholic beverage as the case maybe.

4) The General Manager of the hotel at this point may meet the VIP andwith the latter’s consent photographic session may be arranged.

5) In the meanwhile the Bell Captain must ensure that the bell boy takesdown his luggage and take it to the room. Utmost care must be takento ensure that the luggage on no account should reach after the VIP isled into his room.

6) Thereafter the VIP is taken care of by the Lobby Manager who escorts



him to his room. The Lobby Manager would carry with him theRegistration document and the registration would be done in the roomitself.

7) During the stay of VIP regular contact should be maintained at allstages and see all his requirements, like arranging tours, pre-paidtaxis, re-confirmation of his air tickets, etc are done through withoutany delay. Care must be taken in taking feedbacks from the VIP guestas to his staying experience in the hotel. But in doing so one should bediscreet and should not make it obtrusive.

009 -FRONT OFFICE- INFORMATION


Introduction The objective of this department is to maintain all informationpertaining to

● Guests● Hotel● City & Country

In a most logical manner.

To achieve this certain methods are followed which are givenhereunder.

Information withrespect to Guests

The area of “Guest Information” confines to

a) Information on the Rooms Allocated to the Guest: Their roomingof the guest in the hotel, i.e. documenting their information withrespect to their names and their respective room numbers. Herethe lists of the guest are maintained in two manners.1) According to the Room Numbers’ Index: This means that the

name of the guest is not known, but the room number isknown. This is maintained in numerical order and is knownas Numerical Guest Index- (NGI). The hotels that followmanual system have a rack where room numbers are arrangedserially. The rack consist of a frame which holds 35-40moveable carriers into which the guest’s name, printed on acard, is inserted against the corresponding room number.Similarly, computerized hotels can also maintain this systemin such database.

2) According to their Names: This means the guest can beidentified by their names but the room number is to beknown. This is maintained in alphabetical order and is knownas Alphabetical Guest Index- (AGI). As in the case of NGIthe AGI may also be maintained manually or it can have acomputerized database.

b) Maintenance & Control of Room Keys: This pertains to the keysof the in-house guest who while going out of the hotel wouldhand it over and would receive it upon their return.

c) Handling of Guest Messages:1) The messages are received by telephone, by person or by

electronic means.2) Check the information to find if the guest is in the house.

There can be two alternatives:a) The guest is not staying in the hotelb) The guest is staying in the hotel.

3) If the guest is not staying in the hotel then



i) Either the guest is yet to arrive.ii) The guest has departed.

i) Guest is yet to arrive: Check the reservation diary tolocate the date of arrival and file the message with theguest’s reservation detail.

ii) Guest has departed: If the guests name is not in thereservation diary then check the departure register toascertain the guest’s present location.

4) If the guest is staying in the hotel, then check for the roomkey.i) The presence of room key will denote the guest is not

currently present in the hotel.ii) The absence of room key will denote the guest is present

in the hotel.In both the cases further, check the location form.

2. The Guest is not currently present in the hotel: Theabsence of location form and the presence of roomkey at the information counter will denote that theguest is not in the hotel. Receive the message induplicated. Send one copy in an envelope through thebellboy and store the second copy in the pigeonholerack.

3. The Guest is staying in the hotel: Here there can be twopossibilities. Guest is in the

A) In the hotel but not in his room: This is denotedby presence or absence of the room key but withthis there will be also the location form. In thiscase direct the telephone call to the said locationor direct the bell boy to deliver the writtenmessage to that location.

If however the guest is not found or cannot belocated the message may be stored in thepigeonhole and should be delivered on the verynext meeting with the guest.

B) In the hotel and in his room: This will be denotedby absence of room key and absence of locationform. Direct the call to the room or the messagethrough the bellboy in an envelope.



Handling of Mails:A) First Sorting:

1.Initially the mails are sorted at the Bell Desk. Here the mailsare stamped with date and time. The mails are sorted intoa) Guests’ mailb) House mail. (this part will be discussed in the Bell Desk).

2.The guests’ mails are then sent to the Information Desk.

B) Second Sorting:3. Here they are sorted alphabetically.4. Placed in alphabetical mail rack.

C) Third Sorting:5. They are sorted into

i) Past Guest,ii) Present Guest, &iii) Future Guest

i) Past Guests:a) The mails are checked against mail forwarding cards.b) Mails this sorted are re-directed.

ii) Present Guests:a) They are checked against Alphabetical Guest Index

from the information racks.b) The mails thus sorted are placed in corresponding

keys & mail pigeonhole or sent to the rooms.iii) Future Guests:

a. Checked against reservation rack.b. Mails thus sorted are kept in a separate Hold Mail

Rack and the reservation slip is marked with the word“LETTER”.

c. The mails are delivered to guests upon their arrival.:

Information withrespect to Hotel

● They include● Hotel facilities.● Cultural & Social Events of the day in the hotel with their

location.● The Historical background (if any) of the hotel● Other hotel enquiries of the same chain.

Information withrespect to the City

● Location, distance and basic history of the tourist spots and theplaces of interest in the city.

● Map of the city.● Airline schedules, railway timings, & other public transport.● Cultural events, sports, movies in theatres in the city.● Market places, & shopping malls.

The quick brown fox jumped over the lazy dog and killed it

009A -FRONT OFFICE-SHIFTWISE DUTIES OF A RECEPTIONIST


Morning Shift 1. Prepare the Expected arrivals & the departure list and put intocirculation to all the departments.

2. Blocking of rooms. As per the expected arrivals rooms areblocked and the room position is calculated.

3. Sending C-Forms collected on the previous day to the FRRO4. VIP arrivals and suite blocking. Suites are blocked according to

the expected arrivals and amenities vouchers are sent forcomplimentary amenities.

5. Mail sorting and handling.

Evening Shift 1) Physical checking of amenities / replacement as desired andasked by GRE.

2) Checking the functions of the day and preparing the LobbyBoard.

3) Releasing of blocked rooms & suites due to no shows.4) Monitoring of the Lobby.

Night Shift 1) Final consolidation of the available rooms to make the roomposition.

2) Compilation of the C-Forms.3) Day’s closure – checking of log book, preparing notes for the

morning shift, etc.4) Night Audit.

1. n fox jumped over the lazy dog and killed it

010 -FRONT OFFICE-ROOM REPORTS & ROOM STATISTICS


Introduction Certain statistics are required o be generated by the Front Desk by whichthe reception can sell further rooms to the walk-ins. Furthermore, it isimperative for the management to know certain figures from which theycan forecast further sales.

The statistical data that are generated are described below and theformulae applied for deriving those data .are as under

Room Position This refers to the number of rooms available for sale at the beginning ofthe shift or the day. It is important to know in order to control the numberof walk-in guests taking registration on a particular day or prospectiveguests desiring to take reservation on a particular day.

To know this one has to deduce the following figures:● Expected Arrivals● Expected Departures● Number of Vacant rooms available at that instant.

If the arrivals are more than the departure and the number of vacantrooms it means the hotel is booked more than its capacity. Therefore itwould give a (-) figure

If the arrivals are less than the departure and the number of vacant roomsit means the hotel is not full to its optimum capacity. Therefore it wouldgive a (+) figure

The Room Position is therefore calculated thus:

Expected Departures + Vacant Rooms – Expected Arrivals

Room Count This denotes the number of rooms occupied on a particular day.

The formula for computing the Room Count is:

Room Count of Previous Day + Today’s Arrivals – Today’s Departures,

House Count This denotes the number of guests staying on a particular day.

The formula for computing the House Count is:

House Count of Previous Day + Today’s Arrivals – Today’s Departures,

OccupancyPercentage

This denotes the percentage of rooms occupied in comparison to thetotal number of rooms.

The formula for computing the Occupancy Percentage is:

010 -FRONT OFFICE-ROOM REPORTS & ROOM STATISTICS


Number of Rooms Sold----------------------------------- X100Total Number of Saleable Rooms________________________________________

Double Occupancy This reflects the percentage of double rooms occupied on a particular day.

The formula for deriving double occupancy is:

House Count – Number of Rooms Occupied-------------------------------------------------- X100

Total Number of Saleable Rooms

Conversely,Since Number of Rooms occupied = Room Count&Number of Rooms Available = Room Position

Therefore,Double Occupancy can also be derived by the formula below

House Count – Room Count--------------------------------- X100 Room Position

Room revenue This reflects the total room sale of the day.

Average RoomRecovery (ARR)

Also denoted as Average Room Rate. Since all the rooms of the hotel arenot sold on the published tariff or rack rate, the ARR gives the averagerate per room has been charged on a particular day.

The Formula is:

Total Room revenue-----------------------------------

Total Number of Rooms Sold_________________________________________

Indian OccupancyPercentage

This is Percentage of Indians staying in the house and the formula is:

Indians in-house------------------------X100 House Count

ForeignerOccupancyPercentage

This is Percentage of Indians staying in the house and the formula is:

Indians in-house------------------------X100 House Count

011 -FRONT OFFICE-THE BELL DESK & CONCEIRGE


The Importance ofBell Desk

The Bell Desk is the extended arm of Front Desk. There are certainjobs and services concerning the guest from their time of arrival,through their stay, and again during their departure that are requiredto be essentially performed for the guest but they cannot beperformed from the reception desk.

Such jobs are conferred upon a section under the Front Office whichwe call it as Bell Desk.

The term Bell is believed to have come from the practice done in theolden days. The door of the hotel was usually kept closed and theguest/visitor upon arrival used to ring the bell. The person entrustedwith the job for opening the door upon ringing the bell was called as“Bell Boy” and therefore it is believed that the term has come fromsuch activities.

Location As the name suggests, the Bell Desk is a small desk or counter in theLobby near the min entrance of the hotel. It should be under the clearview of the Front Desk, the cashier, and the doorman standing outsidethe lobby so that he can signal the bell boy upon arrival of the guest.Near to the Bell Desk are the luggage entrance and luggage center.

The Bell Captain The Bell Desk is headed by Bell Captain who works in shifts. Hereports to the Assistant Front Office Manager / Lobby Manager. He isresponsible to plan, organize, direct, coordinate and control overallBell Desk operation.

The job responsibilities of the Bell captain are:a) To ensure all service standards as specified by the management

are implemented.b) To ensure that all staff under his control are properly briefed,

groomed, deployed and utilised and maintain discipline amongthem.

c) Assign errands to the bell boys.d) To ensure proper handling of guest baggage and the records are

maintained properly.e) To ensure all the records & documentation maintained by the

Bell Desk is carried out properly.f) He is responsible for the guest baggage in the Left Luggage

Room and the records thereof.g) Responsible for distribution of newspaper and account thereof.h) Ensure the Bell Deski) Assist in crew and group wake up calls.j) Initiate action against scanty baggage.k) Organize paging services in the public area.l) Assist in security and vigilance function and prevent any

untoward incidence from happening inside the hotel premises.



The Workperformed by theBell Boys.

a) Handling of guest baggage upon arrival and departure.b) Issuing postage to guests against cash.c) Check guest room at the time of departure.d) Inform in case of scanty baggage to his superior.e) Page guest in lobby and public area.f) Delivery of newspapers in hotel rooms.g) Assisting in wake-up calls for the Airline captain or Group/Tour

Leader.h) Check rooms to validate discrepancy reports.i) Perform ant errands as required by the management.

Communication &Coordination of theBell Desk with otherareas of FrontOffice.

The Bell Desk is an important function and they are required atmany times by various persons and sections under the Front Office,mainly, the doorman, reception, information counter, cash and lobbymanager.

The Bell Desk is so situated that all these sections/persons are underthe full view of this section and many times mere gestures areenough for communication.

But during providing various services to the guests this may not bepossible and in such case, apart from intercoms, special devices suchswitch panels connected to different coloured lights or buzzers ofvarious pitch may be installed at the desk by which the bell desk canidentify from where the signal for service required is coming.

Equipment neededat the Bell Desk

For performing various services the equipments required along withthe service they provide are listed below:a) Luggage Trolley:a) For carrying of guest luggage from the

lobby to the guest room when the guestchecks in. The trolley becomes usefulagain when the guest checks out.

The maintenance of these trolleys is veryimportant. They should not impart anyscreeching noise when wheeled acrossand therefore are to be regularly greased.Again care must be taken that thegreasing is not excessive so as to leaveoil marks on the floors.

b) InterCommunicationDevices:

They include intercoms, telephones, andcomputers and switch panels for effectivecommunication.



c) Mail HandlingEquipment:

They include:a) Postage weighing machine.b) Franking Machine.c) Postage & stationeries like envelopes

glue and stampsd) Date & Time punching machine for

marking the dates on the receivingmails.

d) Luggage net For identifying and separating luggagespecially when more than one groupchecks in and or checks out

FunctionsPerformed by theBell Desk

1. Mail & Message Handling: The messages are delivered from theInformation desk that are required to be delivered to the guestthrough the bell boys.

The mails after sorting by the bell desk into guest mails and housemails, the house mails are retained by the Bell desk. They arethen sorted into employee mails and hotel mails. The employeemails are sent to the time office. The Hotel mails are furthersorted into GM’s mail and departmental mails which are thendelivered accordingly.

2. Wake up Calls: The guest, especially the groups and airlines wakeup calls are taken care by this department.

3. Paging: This is a system to locate guests in public area which isaccomplished by the bell desk.

4. Scanty Baggage: Guests of this category are identified by the bellboys and reported to the bell Captain to initiate action.

5. Left Luggage Handling: This is a facility offered by the Hotelswhich depending upon the house custom may be charged or begiven as a free service. The most essential point is that the Belldesk must ensure that the guest has settled the bill when hedesires to attain the facility.

6. Miscellaneous Jobs: They includea) Luggage handlingb) Issue of postagec) Collection of room keys on departured) Delivering C Forms to FRRO.e) Other errands as required by the guest or the management.f) Assist in movement of guest luggage during room shifting.



Guest Relations This is a desk that records various requirement, suggestions andgrievances from the guest and strives to make the guest stay mostcomfortable and a memorable one. They give personal attention toguest requirements which are noted in a log book and aresubsequently conveyed to the concerned sections and departments.The section is headed by a lady executive designated as GuestRelation Executive (GRE).

Job Profile of theGRE

The Job Profile includesa) Giving personal attention to guest requirements and grievances.b) Keep liaisons with the Food & Beverage Department in relation

to Banquet Sales and be updated regarding the delegations andprogrammes being held in the banquet halls.

c) Handling of VIPs. This includes from preparing the check-list tobe followed before, upon and after the VIP arrival and beingconstantly updated with the concerned departments about theiractions and movements for the VIP services.

d) Receiving and welcoming of VIPs/CIPs and other importantpersonalities.

e) Being in touch with the VIPs and CIPs throughout their stay andnoting their preferences and requirement and supervising theirrequirements being fulfilled to the desired standard. .

f) To check with the guests staying in the hotel about their comfortand experiences with regards to the stay and services.

g) To check the suggestions and feed back forms left by the guestsand noting the methods of improvement and the short falls.

h) To update guest history cards.

012 -FRONT OFFICE-THE CASHIER & THE NIGHT AUDIT


The Cashier The cashier is the person who is deputed from the accountsdepartment, but works in the front of house area as his major duty isto follow up with the guests’ accounts.

The duties of a cashier may be divided into two segments, viz.a) Operational or day to day dutiesb) Supervisory duties and administrative work.

Operational or day to day duties Supervisory duties & administrativework

1) Upon arrivala) To open the main bill

upon arrival of the guest

1) Control ofa) safety locker system.b) Hotel Master Key.c) Maintenance &

operation of accountingmachines.

d) Credit Limit of eachguest and inform theLobby Manager when itexceeds the limit

2) During his stay:a) Post all income made for

the guest by way of hispayments.

b) Post all expendituresmade by the guest by theservices availed by himand thereafter billssigned by him for thoseservices.

c) Make Petty cashpayments.

d) Post all credit chargesand other charges in theirrespective folios- guestfolio and miscellaneouscharge voucher.

e) In case if the guest is aforeigner exchangeforeign currency toIndian currency.

3) Upon departurea) Settle main billb) All other bills.

2) Paper work:a) Receive all cash

transactions from theguest and hold them tillthe end of his shift.

b) Maintain all openingand closing balance ofthe rooms.

c) Prepare the cashier’ssummary sheet.

d) Encash foreignexchange with the RBIas per regulations.



Posting of theCharges

When as guest checks in a copy of the registration card is given to thecashier based on which a new folio is opened in his name with theother details such as the room number, the room rate its is alwaysnecessary to check the rate mentioned on the GR card for the ratementioned in the GR Card may not be always the same as the rackrate due to avail of various package rates by the guest.

The bills may be posted manually or through billing machines likeFacit, NCR machines, etc. Where bills are posted manually, everytime while posting the charges, it is essential to adjust the line forprinting.

After the guest checks in, the first posting would be automatically theroom charge. Next would be the services that are enjoyed by theguest on credit. These services are either enjoyed in the variousoutlets of the hotel –the restaurants, bars, room service etc.

There would be another set of charges called miscellaneous chargeswhich are levied when a guest avail services like shoe-shine, laundry,heath club, barber’s shop, postal charges, etc. Such miscellaneouscharges are posted in miscellaneous charge voucher.

All the above charges are posted chronologically daily at the close ofbusiness hours, preferably at night before the night audit.

Apart from the room charges which are daily posted automatically thecredit charges of the guest from the various POS are collected by thecash office in from of bills duly signed by the guests.

The bills collected before posting are required to be sorted. The usualprocess that is adopted is as follows

Step 11st Sorting: Arrange the bills and vouchers department wise.

Step 22nd Sorting: Arrange departmental bills room wise.

Step 3The bills are then placed in the pigeon holes

Step 4Take bills floor wise and start posting after selecting the linefor printing and ascertaining the room number and signaturepresent in the bills.



Step 5To avoid double posting of the bills and vouchers adoptsystems that would denote that particular bill is posted.

Processing ofVarious Bills

A Individual Guest on EP: The guest bills are made in the processas described in the last section “Posting of Charges.”

B Individual Guest on CP/AP/MAP: For the individual guestsstaying on MAP/AP two bills are opened, viz.-

i) Original Folio: Here the food and the room charges areentered individually on each date of stay.

ii) Incidental Charges Folio: Here the other charges such as tips,shoe-shine, laundry, telephone, food and drinks not coveredunder the plan are noted.

C Groups on AP/MAP: Under this system two bills are opened.They are:i) Room Transfer Folio: The procedure is:

The following are noted on the bill-a) Name of the Groupb) Number of paxc) The room number allottedd) Rate per roome) Totalf) Date of arrivalg) Date of Departureh) Billing Instructions.

The total room charges are posted of the master folio

ii) Meal Master Folio: The same information as described abovein point i) is noted and then the total food charges are postedon the folio.

The incidental charges are realized from the individual guestseither on cash payment or if signed realized during theirdeparture.

D City Ledger Payment on behalf of the Guest: After the cash isreceived a receipt voucher for the amount is made in triplicateand the original is affixed with a revenue stamp. The document issigned. The original is given to the party making the payment.The duplicate is send to the accounts section for noting thepayment from debtors. The third copy is retained in the receiptbook.



Methods ofPayments

The bills are generally settled by the guests in the following manner:

a) Cash: Most acceptable form of payment but its not practicalconsidering the volume of cash one has to carry.

b) Credit Card: This is most acceptable and desired form ofpayment in the modern days. It may be operated manuallywhere the credit card form is filled up by the cashier andsignature is obtained. In places where there are swipemachines it is connected through internet and the amountcharged is automatically debited. However while acceptingpayments through credit cards one must ensure thati) The credit card is acceptable by the establishment.ii) Check its floor limitiii) The Card is duly signed by the credit card holder.iv) The validity date mentioned on the card.

c) Traveller’s Cheques: This document is issued by the bank.The person making payment through traveller’s cheques hasto sign once when he obtains those negotiable instrumentsfrom the bank. He has to sign again when he en-cashes them.

d) Travel Agent’s Voucher: This document is issued by thetravel agent to the passenger travelling through that particulartravel agent. It is made in duplicate where what the guest isentitled to, is clearly mentioned. The original copy is given tothe guest and the duplicate copy is send to the hotel. Theguest upon checking-in presents the original copy at thereception desk and from then he can enjoy the services asmentioned in the voucher.

e) Gift Voucher: A voucher issued by certain establishment as asales promotion aid and is to be availed in a particularestablishment/s within a stipulated date and time. Theentitlement of the holder of the voucher is mentioned on it.Upon presenting the voucher at the mentioned establishmentor outlets the guest can enjoy the services as mentionedtherein.

f) Letter of Credit: A letter issued by designated body/ies, whohas been empowered to do so through certain contracts orpackages, to any individuals guaranteeing payments to bemade by the former upon presenting the bills for the servicesavailed by the individuals and duly signed by them. Thisservice is generally opened for corporate sections.



g) Cheque: Cheques are generally not accepted. If in exceptionalcases they are accepted the acceptance has to be authorizedby the Lobby Manager.

h) Foreign Currency: Payment by foreign currency is applicableto foreigners who are residing in the hotels. The requiredcriterion for acceptance of payment through foreign currencyis the currency has to be acceptable by that country. Thedocument required from the foreigner guest for encashmentof the currency is his/her passport. While en-cashing theforeign currency the cashier must check the prevailing rate ofthat currency on that particular date and then calculate theamount payable as per the local currency. Upon en-cashmentthe cashier would issue a foreign exchange certificate to theguest.

The control of SafeDeposit Box

The Safe Deposit Box is a value added service for the guests havingvaluables with their possessions. Depending upon the house policythis service may be chargeable or rendered free of cost. Guests arediscouraged from keeping any valuables with them in the hotel roomsand the hotel does not bear any liability in the event of loss of thevaluable from the guest rooms. However, the value of the goods keptat the locker has a limiting value as the insurance claim is alsolimited.

When a guest desires to keep his valuables in the locker a receipt ismade in the name of the guest mentioning his room number, date ofavailing the locker the residential address of the guest, and the SafeDeposit Locker number along with a key. The Safe Deposit Boxworks when the guest key and another key retained by the cashieroperate together.

Upon surrender of the locker the date of surrender and the customer’ssignature of the receipt of the articles are obtained.

Room changeformalities

A guest may change rooms on the occasion of any of the three asmentioned below:1. The guest did not like the room2. The room had sustained a mechanical or electrical breakdown3. Some scheduled maintenance work is required to be carried on in

the room.

In this event a Room Change Notification is made by the Receptiondesk which has the following information.



A notice numberDate of changeName of the GuestChanged form existing room number to the changed room number.Reason for changeRate (existing) to new rateReasonThe signature of the receptionistAuthorisation of the Lobby Manager.

The room change notice slip is distributed to the followingdepartments/sections:Information, Telephone Operator, Housekeeping, F&B- department, -Room Service/ Restaurants and other outlets, & The Cashier.

The Role of LobbyManager with cashsettlements.

While dealing with cash settlements Lobby Manager plays aneminent role. They are

1. When the credit limit of the person exceeds the cashier informsthe Lobby Manager for communicating with the guest.

2. While giving discounts the Lobby manager’s authorization isnecessary.

3. For all petty cash payments on behalf of the guest the petty cashvoucher is authorized by the Lobby Manager.

4. Since at times the room change may affect the revenue of thehotel such changes are authorized by the lobby manager. .

The Night Audit,The ReportGenerated & TheRole of MOD

The Night Audit: It is mandatory for any organisation to reconciletheir financial position after the close of business. Since the hoteloperates for 24 hours therefore a time when there are fewer financialtransactions is being sought. It has been found that between 2 a.m.and 4 a.m. the financial transaction comes to and end. Therefore thistime is chosen for the audit purpose. The Night Audit comprises of ateam having a night audit manager, two to five auditors and one ortwo food and beverage auditor.

The function of the team is to

Verify hotel’s daily transactionsGenerate summary and statistical data for compiling into a night auditreport.Assume responsibility of the front office functions.In many cases the Night Audit manager would also play the role ofManager of the hotel.

After the financial transactions are verified then only the date change



for the hotel’s transaction is made.

The Reports:

The reports generated include:

1. Credit Card Transaction Report2. Arrival/Departure Report3. No Show Report4. Credit Limit Report5. Complimentary Room Report6. Out of Order Room Reports7. In House Report8. Message Report

Apart from the above the Night audit would also make9. Outlet/Ancillary Posting Report10. Room Rate Posting Report11. Food And Beverage Audit Report12. Food & Beverage Potential Report.

The Role of MOD Depending upon the house policy, the Night Audit Manager has topassume the role of Manager on Duty (MOD). In such case he wouldhave to make reports on any events be it an accident, theft or fireoccurring in the hotel. These reports are limited to-a) Incident Reportb) Accident Report

a) Incident Report: The Incident Report refers to any incidencestaking place which concerns the guest.

b) Accident Report: This report is made when it concerns the staff

Be it an Incident Report or Accident Report the report must have thefollowing information:

Name of the Employee/GuestDate & Time of occurrenceLocation- inside or outside the hotelDescription of the Incident/AccidentParticipant’s statementsWitness/es statementWhether outside agency contactedName of the hospital where the person has been takenDegree of Injury.

013-F & B SERVICE- OUTLETS


Introduction The next aspect after providing rooms to guest is service of food &beverages. The food and beverages are served to guests throughdifferent outlets.

Each of the service outlets has a specific style of service. Based onthese the outlets may be classified as under:-

Restaurants Generally the restaurants undertake table service to guests. Arestaurant is an outlet that has provision for dispensing food andbeverages to its customers. They may exist separately or may be apart of another business. They may be covered under license fordispensing alcoholic beverages or may be totally devoid of service ofalcoholic beverages. They vary in styles and standard of service, sizeand layout, ambience, types of dishes they serve, quality of serviceequipments, forms of entertainment, and the price it quotes on itsmenu and beverage list, depending on which they may be classifiedas under:

Popular Catering Establishments: The objective of the popularcatering establishment is to provide a quick and economical meal ina clean and standardised dinning room. The type of menu can varyfrom ordinary to specialty ones. The economical price is maintainedthrough type of service, quality of crockery and cutlery, humbleambience, and less spacious seating layout.

Fine Dinning Restaurants: These restaurants stand apart from therest with their classical presentation in every form - the dishes onthe menu, the beverage list, the ambience, the quality of crockery andcutlery, the service, the types of entertainment, etc. The prices aregenerally high and the guests are strictly admitted inside the premisesaccording to the establishment’s dress code.

Multi cuisine Restaurant: This is a type of restaurant where foodfrom different countries and region are provided. Generally theserestaurants opens in shift – for lunch & dinner, and the types ofservice is informal. The décor and the ambience tend to be lavish andgorgeous.

Speciality Restaurants: The Speciality Restaurants are those thatspecialises on certain type of preparations – like Tandoori Items,Burgers, Sandwiches, Sea Foods, Vegetarian, etc.

Ethnic Restaurants: Ethnic Restaurants specializes on service offood & beverages of a particular region.

Themed Restaurants: These restaurants have the ambiencedescribing the name of the restaurant, or a particular occasion.



These restaurants basically hold certain event dinning or foodfestival nights. The garden café, however, is also a typically themedrestaurant.

Coffee Shop: A Coffee Shop has following features:

a) It is opened for 24-hours.b) It is located in such a place in the hotel which is easily accessible

both by the external guests and the in-house guest.c) The service is fast and plated service is usually followed.d) Usually it is a licensed premise.e) Cutleries are less expensive and multi-purpose.f) The menus vary according to the time of the day- viz. breakfast,

lunch, afternoon tea, dinner, supper, early morning breakfast, etc.g) The prices on the dishes are moderate.h) Serves wholesome menus.i) Ambience is cheerful but informal.j) In order to break the monotony the Coffee Shop should undergo

regular changes in menus, layout, ambience, décor, etc., becausethe outlet is frequented by regular guests.

Grill Room: The Grill Room is a restaurant that is uniquely differentfrom the rest. It is a large hall portioned by a glass wall where oneside is the restaurant and the other side is the kitchen. The kitchenis practically in full view of the guest which can be seen through theglass portioned wall. The guest can see how and what is to be cookedfor him. In fact he can also order the particular cut or choose theparticular whole carcass which is to be cooked for him.

Discotheque: This is an outlet where people go to enjoy themselves.Popular snacks and alcoholic and non alcoholic beverages are theitems on the menu dispensed through self service. The enjoyment isprovided through recoded music which is played by a person knownas Disk Jockey (DJ) and a large dance floor where the people danceaccording to the tunes and beats. The ambience of the discotheque isvery different as it provides psychedelic lighting, superior qualitysound system, etc., from other entertaining outlets. It is aided by a barwhere efficient bartenders adept in juggling dispense popularmocktails and cocktails. The service is self help service. The dresscode is less formal and in some occasions like in an ethnic orparticular themed night the guests are requested to wear such clothesthat would suit the occasion.

Night Club: By the name itself it is implied that the night club opensat night. The normal operational period for a night club beingbetween 8 a.m. to 2 p.m. The dress code is strictly formal and is oftenspecified. The ambience defines its elite-ness and so is its elaborate



service. The crockery, cutlery, the wine list, the menu are of premiumstandard and are highly priced. There is a live band or crooner on thestand who will provide the audio entertainment, often playingaccording to customers’ request. A well polished floor beckons theguests to dance, and often live shows like cabaret or ethnic dances areperformed by professional performers.

The other restaurant types can be

Bars & Pubs Strictly speaking, a bar is a place where alcoholic & non alcoholicbeverages are served. Some snacks are also available with drinks.They vary in ambience and set-up. It usually consist of a dispensecounter with high stools surrounding it and provision for seatingaway from the counter with low tables and chairs.

The pubs are fairly new in India. It originates from England wherebeer was generally served. However, now all alcoholic beverages arealso served and live music is the added entertainment provided inthese bars.

The bars can also exist in conjunction with a restaurant when they aretermed as resto-bar.

Other forms ofOutlets

These includes

Banquet Hall:A Banquet Hall consists of a large hall which can be partitioned toones requirement or may consist of a cluster of halls, coming underthe sales outlet of F&B Operations. According to the requirementand expected number of guests that would be attending the occasion,these halls are let out to clients who intend to hold private parties -marriage function, marriage anniversary or birthday celebration,company seminars, their product exhibitions, or yearly or annualgeneral meetings, etc. These halls are also utilized to provide statelevel welcome to dignitaries, and/or their representatives from othercountries where the service is required to be highly organized andformal.

Room Service:This department is responsible for the provision of food & beverageservice in the hotel rooms. The menus, like the coffee shop, will varyaccording to the time of the day, viz. different menu for lunch, dinner,brunch, afternoon tea and breakfast, etc, but the price may be usuallyhigher for the cost of additional labour and equipments.

In addition to the service in the rooms, the Room Service Departmentis also responsible for placement of F&B Amenities- fresh fruit



basket, cookies & chocolate tray, dry fruits and nuts, soft bar & liquorbar for use by the guests in regular guest rooms or VIP rooms.

Fast Food:The fast food catering is predominantly influenced by Americanlifestyle food products. The service of food & beverages in theseoutlets are at a faster pace than in an a la cart restaurant. The menu iscompiled with special emphasis on the speed of preparation andservice. To make the service financially effective it is essential tohave a large turnover of customers. The investment is rather high dueto deployment of specialized and expensive equipments andinvolvement of high labour cost.

Cafeteria:The cafeteria is an outlet that is based on self-help counter service.The control and sales is maintained by cashier, who is stationed at theentrance of the premises, through sale of coupons and tokens againstthe dishes that the diners would require to purchase which aredisplayed on a menu board behind the cashier seat or at the end of thecounter, after the customer has chosen his dishes the same iscalculated by the cashier. The diners would choose the food andbeverages that are displayed at the counter and are dispensed by thecounter hands against the receipt of tokens /coupons. Segmented traysand cutleries are kept at the counter for the diners to help themselves.The clearance of the soiled dishes are done as per the house custom,i.e., clearance at some places are done by the diners themselves bystacking them at the wash-up or in some places the clearance is doneby the staff.

Food Halls & Food Court:These outlets have taken over the traditional cafeterias. The operationbeing similar, such catering establishment has a space which issegmented, each segment offering variety of dishes of a samecommodity. Guests select the items and the service staffs areresponsible for clearing the dinning hall area.

Ice cream Parlour & Milk Bar:This outlet offers a variety of ice creams ranging from plain tosundaes. Flavoured milk shakes and cold milk are also a part of themenu. Such outlets are usually found near a hub of restaurants or in adense market area.

Snack Bar:The snack bar has developed from a humble coffee shop idea. Itmeets the modern demand for quick inexpensive service at a veryaffordable price. Speed of service with realization of revenue is theessence of the secret of a successful snack bar. The outlet may be



located in a market, college or office complex, etc.

Take- Away:This is a kind of food joint where the food is kept ready to serve. Thediners are allowed to take away the food on payment of the price. Thepackaging and presentation of the food is very important in theseoutlets.

Drive In:This is a kind of outlet where the person sitting in the car can chooseand pick the item and then drive away after making the payment.

Hone Delivery:It is the type of outlet where the food can be ordered as per thediners’ required timings and the same can be delivered at his desiredplace of delivery.

Out Door Catering:This form of catering is very closely linked to catering in banquethalls by its characteristics that it too involves catering of a largenumber of people on the same menu. But unlike catering in banquethalls which are held in the halls only the outdoor catering venue isdecided by the organizer/s. Therefore outdoor catering may bedefined as catering to a large number of people at a venue of theirchoice. The invitees are catered as per menu selected by theorganizers from a series of set menus at different levels of prices,each priced according to the food items provided. Hotels, restaurantsand catering contractors meet these demands. Such catering isapplicable in marriage, parties and conventions.

Catering in Transport Sectors

The Railway Catering

Introduction &ItsNecessity,

In the mid 19th century, the railways began its network in India with anoperation that was to grow the length and breadth of the vast sub-continent. With travel made easier, people journeyed from one part ofthe country to another. This subsequently gave rise to the need for theprovision for food & drink en-route.



The Early FormsOf Operation

At most of the larger stations, catering to big cities, refreshment roomswere established. The trains would halt at appropriate length of time sothat the passengers could obtain a simple meal.

The passengers who could not afford to pay the prices of theserefreshment rooms would buy food from the numerous vendors at thestation platform.

Railway companies, for most part of the country had one rest room foreach region. They even went to extent of setting up hotels attached tothe stations so that the passengers who are changing from one region toanother could spent the night before or after in relative comfort. Theluxury of sleeper cars and restaurant cars were much laterdevelopments.

The OutsourcingOf The CateringFacility

In early years of 20th century, it was decided nationally to outsource thecatering requirements to private companies and hotels with a soundcatering background so that the traveler could be more professionallyserved during the often long and arduous journey.

In the event in 1910, the Spencers, who had a very large network allover India were the first to cater nationally on contract basis. TheSpencers had about 180 refreshment rooms all over the country. Thesize of the restaurant, the staff, and the menu were restructured to meetthe demand of the people passing through the particular area.

Menus that were offered in these refreshment rooms were quiteelaborate and reflected British taste rather than being local. Cateringwas considered as an amenity rather than being a business proposition.Spencers got almost all the raw materials supplied by variouscompanies free of cost.

After independence, Spencers was considered as a foreign companyand therefore lost its contract.

The PresentScenario

The present railway catering is managed departmentally i.e., the IndianRailways and also through licensed contractors. The catering facility isavailable at thousands of railway stations today. The in-transit cateringis also carried out by the licensed contractors.

With the 100 & 1000 traveling by train everyday throughout thecountry, the turnover is enormous. A few years back, ITDC (IndiaTourism Development Corporation) was appointed as consultant forimprovement of railway catering. In the process a new type of serviceof meals developed where aluminum foil accessories were introducedin some major routes. The food is cooked in base kitchen near themajor stations and kept in hot cases in pantry cars.



The railway also owns today Railway Hotels at Ranchi and Puri, andYatri-Niwas at New Delhi and Howrah.

The Airline Catering

Introduction Unlike any other transportation industry – railways or cruise liners, theair transport has to carry prepared food on board as there are nofacilities available on board in any airlines for cooking. Most airlinesplan & design flight catering establishments or kitchen to meet theirown requirement. An aviation catering has become more sophisticatedwith the introduction of the vast Boeings and modern aircrafts withample space where hot appetizing meals are served to passengers andhence it has become necessary to employ smart, efficient and highlyskilled personnel- air hostess and flight pursers or such establishment.

The Method ofAirline CateringOperation

The catering in an aircraft is a part of the in-flight services. Theservices rendered by the cabin crew on behalf of the airlines, includingthe service of food & beverage are called in-flight services.

Depending upon the timing of flight and the class of the passengers theservice comprises of service of meals and beverages as well. Specialcare is taken while planning of the meals as the passengers are oftensubject to jet lags. Therefore the food should not only be appetizing butalso healthy as well.

The meal is often classified as

a) Breakfast: Being the first meal of the day.b) Brunch: Being a meal which served in the late hours of

the morning and at the same time too early for lunch.c) Lunch: Being a meal served during noon.d) Dinner: Being a meal served in the late evening.e) Supper: Being a light meal taken very late at night.f) Minor Meals: Being Continental Breakfast, Snacks, Morning

Refreshment & Afternoon Tea.g) Major Meals: Comprises of Breakfast, Lunch, Brunch, Dinner

& Supper

These meals are coded and the cabin crews have to decode it.

Meal Code

Breakfast HBR (Heavy Breakfast)/CBR(Continental Breakfast)

Lunch LCHDinner DNRSnacks SNX (Snacks)/

HSNX(Hot Snacks)



The Service ofSpecial Meals

Since the meals cannot be cooked onboard, therefore, it becomesnecessary to know the number of passengers to be served on a certainflight. This also facilitate in ascertaining the special meal requirementsof the passengers. As an airline caterer one must bear in mind that thepeople around the world may be ethnically or by religious prohibitionsor by medical advice are bound by certain dos and don’ts while theypartake food.

The special meals (SPML) will be catered in the following procedure:

1) These special meals are supplied on request, which should be ordered through the airlines sales office 24 hours in advance prior to

departure or while buying the air ticket.2) This will be communicated to the cabin crew with the details

pertaining to the passenger viz., name, special meals requested and sectors involved by the catering staff.

3) There will be no menu cards for special meals.4) The special meals served will have “SPECIAL MEAL” stickers displayed

on the tin foil cover of the meal. These stickers are heat resistant and do notget spoilt upon heating.

5) The cabin crew will identify the passenger/s through a list called PassengerIdentification List (PIL) who had opted for special meal and inform themabout the availability of the same

6) The SPML meals will be served according to normal service procedures andnot prior to meal service.

The Special Meals that are usually served on board comprises of thefollowing:

1. Vegetarian Meal: These will comprise of any food items devoid of fish,meat or egg dishes. There can be two varieties

a) Western vegetarian Mealb) Indian vegetarian Meal

2. Jain Meal: It’s a strict vegetarian meal with no root vegetables (e.g. onion,ginger, potatoes) too.

3. Muslim Meal: The Muslims are non-vegetarian but the animals that will beslaughtered should be halal, i.e., slaughtered according to Islamic rights.

4. Kosher Meals: The slaughter of animals and cooking of meats and animalsaccording to the Jewish Kosher code which is supervised and certified by aRabbi (Jewish Priest) is called Kosher. The Kosher meals are packed in trayswith a symbol that signifies the meal to be Kosher. The Kosher meals do notpermit the service of dairy products with meat dishes, shellfish is neverpermitted, and meals are to be stored separately on board.

5. Salt Free: For patients who has been advised by the doctor to have suchdiet- especially heart patients, & patients with high blood sugar or pressure.

6. Diabetic Meals: The type of food can be vegetarian & non-vegetarian aswell. Diet would comprise of sugar-free low fat meat and non starchyvegetables.

7. Vegan: Vegetarians are those who do not eat any meat, fish or poultry.Vegans, in addition do not use or consume other animal products or bye-products such as eggs, diary products, honey etc. Their meal would includeplenty of leafy greens, whole grain products, nuts, seeds and legumes.



The service Food is prepared in the flight kitchen of the concerned passengerairlines, which is dispensed in individual compartmented containertrays, which are rapidly cooled by subjecting them in near freezing coldair blast, covered with foils, labeled containing information such asvegetarian, non-vegetarian, flight number, date of flight, etc. and areput into deep freezers to be lifted in portable freezer units on theappointed date. The number of passengers in each flight and the classthey are availing can be ascertained in advance and the meals can beprepared in an early date, accordingly.

Nowadays a new concept of catering meals on board has emerged withcertain airlines like the Emirates which are promoting live cooking ofmeals in front of the passengers in certain classes. This type of mealsare being termed as Sky Chef, allowing the passengers in choosingtheir meals from the menu card whish is being in turn prepared introlley in front of them.

The History ofAirline CateringIn India

In 1946 the private commercial air lines started and which raised thenecessity to provide Food & Beverage Service requirements to thepassengers. Initially food was provided in boxes, repacked as majorityof the airports lacked the facility of in-flight catering services. At thattime catering in international flights depended on airport restaurants orhotels situated in nearby cities to cater to their requirements. Eventuallythe airlines industry was nationalized and two separate corporationswere found, viz., Indian Airlines for domestic travel and Air India forinternational routes. The number of airlines increased giving rise inincrease of number of flights and so also the number of people availingair-travel. This gave rise to the demand of catering to the passengers. Inorder to cope with the huge demand, a number of flight kitchens wereopened by some leading chain hotels in many commercial cities. AirIndia opened a subsidiary company known as Hotel Corporation ofIndia, (HCI), in view to operate flight kitchens known as Chefair.

Present Scenario Nowadays with the development of technology, most of the airlinemeals after they have been prepared and dished in compartmented traysare blast frozen in blast freezer units to prevent the loss of flavour andas well as the action of bacteria. They are transported in portable

freezer units until required. They are lifted in aircrafts as perrequirement. Each aircraft is equipped with modern heatingarrangement operated in microwave technology. Food required to beheated are served hot are heated in such equipments, loaded in trolleyand are served to passengers.

Depending upon the types of class the quality of service wares willvary. For First Class china ware is used whereas for the Economy Classthe service wares are of plastic.



The Catering in Shipping Lines

Introduction Catering on board ship is vastly different to shore catering. It may beappreciated that the conditions are entirely different. Provision for foodand drink are to be procured before the ship sets for sail. The quantitiesto be purchased are to be worked out in advance to last for several daystill the ship reaches the next port.

The Staffing &The OrganisationSet-up

Most of the lines appoint what is termed as a ‘catering superintendent’or Superintendent Purser to be in-charge of all the catering afloat. Hehas an assistant and an agent ashore who will represent him. This agentis known as Victualing Agent. The other chief members of staff aboardare the Purser, Chief Steward and the Head Chef. They all worktogether to ensure the smooth and efficient running of the cateringservices on board ship.

The service of a large passenger ship may be compared to that of a firstclass hotel ashore and that on a cargo vessel to an industrial canteenoperation. In the same way the Catering Superintendent may becompared to the Director of the hotel ashore; the Purser as the ‘HotelManager; the Chief Steward as the ‘Restaurant Manager;’ and the Chefas the overall charge of the kitchens.

The Operation ofThe Services

The Operation:

The type catering, i.e. the type of menus and the service will varybetween passenger service, cargo vessels, and ships carrying mainlycargo and a small number of passengers.

The competitions between the steam ships lie in two aspects – serviceand speed. The passenger liners vary in size from a tonnage of 1,500 upto 70 to 80, 000.

The type of catering operations depends greatly on the followingfactors:

Length of the trip. Type of passenger- first class, cabin or tourist. Cost Facilities available.

The Procurement of Raw Materials and their Storage:

A stores department is responsible for purchase of raw materials andsuch a duty is distributed between two to three full time duty officersdepending upon the size of the concerned passenger liner. The majorityof the materials are taken from the home port, but it is also a practice topurchase materials at reasonable price from any port of call. Allalcoholic beverages are purchased on bond from bonded warehouses atports.



All stores taken on board are either placed in storerooms or cold roomswhich are maintained by refrigeration machineries. The food materialsstored in the latter must be kept at regulated temperature required forthat perishable commodity to ensure that when it is required for use it isin perfect condition. Great care is taken on hygiene as this can createhealth hazard for both crews and passengers and regular inspections arecarried on by the Purser who is the overall charge whilst the ship isafloat.

The Facilities & the Amenities Provided:

The ocean going passenger liners are like floating hotels with greatconsiderations being given to heating, lighting, ventilation, spaceallocation, equipment furnishing, and the general comfort of thepassenger. Many amenities are provided like library, ball rooms,swimming pool, tennis courts, billiard rooms, laundries, shoppingarcades, duty free shops, etc.

The Catering Service :

The ocean going passenger liners are controlled from shore by theCatering Superintendent who issues instructions and directs from hisoffice desk, deciding policies and issuing directives.

The kitchen on board is known as galleys. The equipments are usuallyfuelled on electricity or oil. The menus offered are equivalents, if notbetter than, those found in first class establishment ashore. Highlyskilled staffs are employed for this reason they are organized intorecognized teams or groups who work together in groups.

The food service areas have the restaurant managers, commis de rang,and wine butlers. The service made is full silver service and may havealso carving trolley, sweet trolley, salad trolley, central cold buffets inuse.

Apart from the restaurants there may be also supplementary foodservice areas like smoke rooms, saloons, lounges, and private cabins.

The alcoholic beverages that are dispensed from the bars are issuedfrom bonded warehouses whose keys are maintained by both theCustoms and Excise Officer and also by the Victualising Agent.Outside ‘3 mile’ limit alcoholic beverages are sold at duty free prices.

The cost the passenger pays for food on board ship is generallyinclusive with the fare, and according to ‘class’ an allowance per headper day is made for catering purposes. All beverages and otherpurchases are paid at the time of ‘sale.’

The service is generally given by the male waiters though waitressesare also being appointed. The celebrations of passengers’ birthdays or



anniversaries are planned with great thoughts and in details. This isreturn pays for the goodwill of the shipping liner and is a means ofadvertising of the shipping liners attracting more and more passengersor passages abroad.

Conclusion From the above one can easily make out that the ship catering demandsequal importance and commands same quality and initiative,Organisation and administration, to control staff from CateringSuperintendent, Purser, Chief Steward, the Chef from their equals in afirst class restaurants. There are obviously great differences betweenlarge ocean liners and those small passenger liners that travel shortdistances and with limited number of passengers that can be comparedwith a first class establishment to an industrial catering organisation.

But whatever may be the size of the liner or the ship, the objective ofthe ship catering is to provide every facility possible and everythingthat would create efficient service for the passenger.

014- F & B SERVICE -ORGANISATION & ITS HIERARCHY


Introduction The organisation structure of the Food & Beverage Department mayvary according to the size and number of the outlets. In largeorganisations there will exist different levels, whereas smalleroperations may combine a number of these operations through alimited personnel set-up. Again different terminologies may be usedin different organisation meaning the same responsibilities but withother designation.

The hierarchy of a moderately sized restaurant is as under:

French American English

Directeur du Restaurant Restaurant Manager Restaurant Manager

Maitre d’hotel duReception

Senior Captain, Reception Reception Head Waiter

Maitre d’hotel Senior Captain Head Waiter

Maitre d’hotel de Carre Senior Captain, Station Station Head Waiter

Chef de Rang Captain Station Waiter

Demi Chef de Rang Assistant Captain Waiter

Commis De brasseur Assistant Waiter/Busboy Assistant Waiter

Apprentis Apprentice Trainee

The responsibilities of the various personnel are as under:

The F&B Manager This person is responsible for overall F&B Department, both FoodProduction and the Service of Food and Beverage through variousoutlets. Depending on the size of the outlet the F&B Manager isresponsible for the implementation of the agreed policies formulatedby the Corporate Office or directly setting catering standards andpolicy in the establishment he is located. He ensures the profit marginof the outlet and is responsible of employing, training, andretrenchment of staff under his department. He is being conferredwith the responsibility of compiling food menus and wine list inconsultation with the Chef and the Bar Manager respectively. Heplays and active role in purchasing of materials for his department.He ensures proper portion size and maintenance of service standardsin all his outlets. He may be supported by a secretary cum typist.



The RestaurantManager

The Restaurant Manager reports to the F&B Manager and isresponsible to direct and coordinate the activities of is outlet so that itgives maximum return to the F&B department. He is responsible formaintenance of the prescribed standard of service of food andbeverages in his outlet. In doing so he is responsible forrecommendations and appraisals of his staff working in his outlet andalso recommends for training needs to the F&B Manager. He is alsoresponsible for staffing and compiling of duty rota and holiday list,and hours on and off duty of his staff so that they in turn coordinateand run the outlet efficiently and smoothly. He would report to theF&B Manager regarding the sale proceeds in his outlet, the customerturnover per day, the movement of the dishes etc.

The Reception HeadWaiter

The Reception Head Waiter being stationed at the entrance of therestaurant or outlet is primarily responsible for receiving andwelcoming of guests. This job is generally conferred upon a lady fortheir perpetual pleasantness they carry. She is also responsible foraccepting and noting bookings made by diner guests who prefer toensure the availability of a suitable/the preferred table by booking inadvance. At times she may also have to take the order for the foodand beverage to be served to the guests, while taking the bookings,who prefer to have everything ordered and done when they wouldfinally arrive. She also has to maintain certain figures like number ofcovers sold, total restaurant sales, etc. If the service personnel at thestation are busy, she at that time has to seat the guests and offer themwater and present menu cards. She looks after the Restaurant functionon the day of the Head waiter’s day off .She is also responsible forlooking after the Lounge (waiting area) where her Reception Counteris usually stationed.

The Head Waiter The Head Waiter is the overall in-charge of the staff team and isresponsible for seeing all the duties necessary for the preparation ofthe restaurant prior to actual service are efficiently carried out andthat nothing is forgotten. Prior to the beginning of service he wouldgive a briefing to all his subordinates regarding the menu and as towhat is to be done during the service. The Head Waiter will aid theReception Head Waiter during the service and will probably takesome orders if the Station head Waiter is busy. He will help theRestaurant Manager with compilation of the duty rotas and wouldalso relieve the Restaurant Manager and the Reception Head Waiterduring their off days.

The Station HeadWaiter

A Station is a section in the restaurant comprising of set number oftables ranging from four to eight in numbers. A restaurant, dependingon its size, is divided into a number of such sections termed asstations. Each station is aided with a side board (dummy waiter),



which aids in service.

The Station Head Waiter is the overall in-charge of the team of staff,comprising of Station Waiters, Waiters or Servers and Apprentices,working under his station. He must have a sound knowledge on foodand wine and its correct service and must have a good command overhis staff. He/ she would usually take the order (usually from the host)and carry out all the services at the table with the help of Chef deRang who works in the same Station.

The Station Waiter The Station Head Waiter who works in the same Station of theconcerned Station Head Waiter must be able to carry out the samework as his superior. But in smaller capacities for having lessexperience than the Station Head Waiter. He relieves the StationHead Waiter on his off days and holidays. Both the Station HeadWaiter and the Station Waiter must work in conjunction as a team toprovide an efficient and speedy service.

The Waiter The Waiter acts by the instruction of Chef de Rang. He or she mainlyfetches and carries food in platters from the kitchen hot plate and maydo a little service of either vegetables or sauces, offer bread rolls,places plates in the tables, etc. They help in clearance of tables aftereach course. During the preparation period of the restaurant somecleaning and preparatory tasks will be given to the Commis de Rangfor satisfactory performance.

Assistant Waiter Engaged mainly in clearance and takes part in restaurant somecleaning and preparatory tasks with the waiter during the preparationperiod.

Trainee/Commis The Trainee Commis is a ‘learner,’ who has just joined theorganisation with the intention to take up food service as a career.

Other staffs in a Restaurant Service Operation

Wine Butler, WineWaiter, Sommelier

The Sommelier is responsible for service of all alcoholic beveragesduring the service of meals. Therefore this person must have athorough knowledge of all drinks to be served, its service, andknowledge of wines that can go best with certain foods and thelicensing laws in respect of the particular establishment that regulatesthe service of alcoholic beverage in that particular area.

He must be a competent sales person as with his knowledge he canrecommend the best beverages available to the guest.



Carver /Trancheur The carver or trancheur is responsible for serving carved meat jointsto the guests. He is generally aided with a trolley from where heworks. Large cooked meat joints are displayed on the carving trolleywhich is wheeled in front of the guest. The carver presents the meatjoints from where the guests make their selection after which hecarves out the meat portion from the joints.

Buffet Assistant/,Buffet Chef/Chef de Buffet

The Chef de Buffet is in-charge of the buffet in the room. The staffmember is normally from the kitchen brigade. He is responsible for

a) Presentation and portioning of food.b) Regular replenishment of the dishes on the buffet display.c) Portioning of the food on the buffet.

Cashier/Cassier

The cashier is responsible for making out checks for concerned table,and ensuring proper payments made by the guests against the servicesgiven.

015- F & B SERVICE -INTERTDEPARTMENTAL RELATIONSHIP


Introduction As seen in Front Office, the communication with the F&B ServiceDepartment with other departments of the hotel is too important.

The F&B Service Department would communicate with the followingdepartments as mentioned hereunder in following respects:

Intracommunication

a) Transfer of order from one outlet to another.b) Various activities concerning the hotel, the F&B department and

its outlets.c) The bar is an outlet under the F&B service department.

Customers bar beverage orders are

Kitchen a) Knowing what is available in which section of the kitchenb) Ordering of food items for preparation after receiving the food

order from the customerc) To find out which dishes have gone off boardd) To find out the specialities of the day

Kitchen StewardingArea

a) Appraising the section regarding the forthcoming activities in theoutlet and therefore the requirement of various cateringequipments.

b) Receiving the crockery, cutlery and glassware issued by theStewarding department.

c) The reports on breakages of crockery and glassware and loss ofcutlery.

Housekeeping a) Annual purchase requisition of various restaurants’ linen andstaff uniforms.

b) Cleanliness and maintenance of aesthetic standards of the outlets.c) Flower arrangements in various sections of the outlet and bud

vases set on the table.d) Issue of restaurant linen and staff uniforms.e) For room service

i) Clearance of traysii) Replenishing mini bars and food amenities in the rooms.iii) VIP and Group requirements.

Engineering a) Maintenance of various service and other ancillary equipmentssuch as plate warmer, air-conditioners, room heaters, lighting,plumbing ( in the bar counter), etc.



Cashier The cashier is a person who is deputed form the accounts departmentto work in the F&B outlets. The communication with this departmentwill be in respect to:a) Forwarding the KOTs for preparation of customer checks.b) Tendering the payments made by the customers and returning the

change to the customer received thereof from the customer.c) Receiving various reports regarding the daily performance of the

outlet with respects to revenue earned, turnover per table,number of covers sold, etc.

Accounts & Control a) Issue or KOT and BOT upon receipt of authorised documents.b) Appraising the outlet turnover with respect to the sales made as

per KOTs and BOTs tallying with the cashier’s bills and if therebe any discrepancies, make queries with the concerned outlets.

c) Appraising the outlets with guests on city ledger accounts.d) Conducting daily and periodic audit of the financial performance

of each outlets.

Front Office a) The occupancy of the hotel so that the F&B department is readywith its resources- manpower, catering equipments, finished foodproducts, raw materials, etc.

b) Arrival –departure of groups and VIPs, so that the special andextra services like welcome drink, dessert and miscellaneousservices pertaining to such guests can be given in the rooms likein case of VIPs special drinks liked by them or withdrawal ofmini bar service from the rooms occupied by the groups.

c) Arrival departure notification of guests staying in rooms.d) The processing of signed food and beverage restaurant and bar

checks of the guests staying in rooms.e) Appraisal of customer requirement and satisfaction, meal

experiences, etc. in the outlets through the GRE.

Stores & Purchase a) Purchase requisition of various catering and food serviceequipments.

b) Requisitioning various restaurant supplies - proprietary sauces,order pads, pencils, bottle openers, toothpicks, drinking straws,candles, etc.

Security &Vigilance

a) Maintenance of security of the guests and hotel’s property andassets.

b) Preventing any unwanted incidents from occurring in the hotel.

Sales & Marketing a) Appraising various programmes and trade shows to take place inthe outlets.

b) Working out various packages for increasing the F&B sales ofthe outlets.



Personnel & HR a) Promotion and salary increments of the staff.b) Organising various training programmes.c) Working out the manpower requirement in consultation with the

F&B Manager.

016-F & B SERVICE -THE ANCILLARY SECTIONS


Introduction There are certain activities which normally do not take in the outletbut nevertheless they are required to be performed in order to givegood service in the front area. These services that are performed atthe back of house are required to be well organized, efficiently runand supervised and stocked with appropriate equipments dependingon the style of operation. It is necessary for all these factors to cometogether like a well oiled machine to determine overall a successfulback-up to the food and beverage operation. These sections aretermed as ancillary sections

The ancillary areas are between the kitchen and the food serviceareas, acting as the link between the kitchen or the food preparationunit and the restaurant or the food service unit and the meeting pointfor the staff of various departments as they carry out their duties.There must be a close liaison between these various members of thestaffs and the department under whose jurisdiction they come.

In general, especially in large hotels five main service areas can bedistinguished. They are –1) Pantry or still room,2) Kitchen Stewarding comprising of (a) wash up and (b) silver room & plate room,3)Food Pick-up Area,4) Linen room and5) Store

Still room/ Pantry: Its main function is to provide items of food and beverage requiredfor the service of the meal and not catered by the other departmentsof the hotel like main kitchen, larder, pastry, etc.

The section is headed by a pantry supervisor.

The following are the most important equipments needed in thepantry:-

a) Refrigeratorb) Large double sinkc) Salamanderd) Hot water still.e) Coffee making machine.f) Hot cupboardg) Working table & cutting boardh) Double gas range.

The items normally dispensed by the pantry areBeverages – hot or cold like tea, coffee, milk, hot chocolate,



Fresh and canned fruit juicesVarious types of sandwichesBread and bread rollsAssorted breakfast cereals- cornflakes, porridge, oatmealBoiled eggs

Fruits, etc.

Kitchen Stewarding The Kitchen Stewarding department is basically divided into twosegments, i.e.,

a) Wash up Areab) Silver Room

a) The Wash up Area:The Wash up area is the most important service area and must becited correctly so that the brigade can work speedily andefficiently when passing from the food service area to thekitchens. The layout and positioning of the area should be atstrategic point so that it can be easily reachable with least legwork. The waiter would move from the food service outlet afterclearance of the soiled plates, cutleries, entrée dishes and stackthem in definite part of the dirty collection table and then moveto the kitchen hot plate to collect the next order. The platesshould be correctly sized with the table wares on a plate with theblade of knives running under the arches of the forks. Allglassware is to be stacked on a separate tray and carried at aseparate point to be washed separately to minimise breakage.

The wash up is carried out mainly in two methods:

1) Manual Washing Method2) Machine Washing Method

b) The Silver Room & The Plate Room:The Silver and the Plate Room is the store room for all the cleanearthenware and metal tableware. In small hotel this room iscombined with the wash up. The room is equipped withcupboards and shelves. The shelves and the cupboards are sodesigned so as the larger silver items like flats, platters andentrée dishes are stored on the shelves while earthen warearticles are stored in the cupboard. While stacking the heavieritems should go at the lower shelves while the lighter items arestored higher up. Smaller items such as ashtrays, menu cardholders, table numbers, cruet set, butter dishes are best stored indrawers lined with green baize. An adequate stock of all thetableware, earthenware and glassware for service together with a



slight surplus stock to handle emergency situations is maintained.The inventory of all the articles is regularly taken and tallied withthe book stock.

Food Pick up Area This may be regarded as the meeting point between the food servicestaff and food preparation staff. It is most essential that for aneffective operation and maximum output there should be an activeparticipation, co operation and good relationship among the staffs ofthese two areas. The Aboyeur or the barker is the in-charge of thisarea who calls up the order to respective sections of the kitchen and isresponsible for receiving them from the respective kitchens and handthem over to the concerned waiters with respect to different tables.And thus control the food pick up over the service period. Theaboyeur also controls the off board which tells the waiter immediatelyif any dish has gone off. The off board should be placed in aprominent position for all to see. The silver required for service isoften placed in shelves constructed on top of the hot plate and used asrequired.

Linen Room It keeps a stock of various linen, e.g., Table Cloth, Napkins, Baize,Slip Cloth, etc., used in the food service outlets. Fresh linen arepicked up by the restaurant staff in exchange of soiled linen.Generally it is done once in a day, but it may be more than once incase of Coffee Shop. A Linen Register is maintained to record thedaily transactions.

THE LINEN REGISTER

Item … …………………

Date OpeningBalancewith theLaundry

Soiledsendon date

Total ReceivedFresh

Balancewith theLaundry

Initialof theLaundryClerk

10/3 68 12 70 65 5 DJ11/3 5

Store Store Room is the area from where the F&B Service staff requisiteand pick up various items like grocery – salt, pepper, mustard, bottleditems like ketchup and various bottled sauces - Tabasco for the tableand stationeries like scribbling pad, paper napkins, etc., which arerequired for smooth running of day to day operation. In large hotelsthere can be separate stores for perishables, dry goods, stationery,etc., for storing various items.

Table Cloth

017- F & B SERVICE -A TYPICAL RESTAURANT FLOOR PLAN


BAND STAND

DANCE FLOOR

SIDE STATION-I SIDE STATION II

SIDE STATION III SIDE STATION IV

SALADTROLLEY

GUERIDONTROLLEY

WINEDISPLAY

BUFFET DISPLAY

018-F & B SERVICE- SERVICE EQUIPMENTS

HOSPITALITY- STUDY NOTES DDG 100

Introduction For carrying out the service operation certain equipments are

required to be used by the F&B Service Departments. Depending

upon the nature of operation an F&B outlet may require all or a part

of the above equipments.

While planning the requirement of the equipments a F&B operator

must consider the following facts:

a) Standard of the restaurant.

b) Type of menu offered.

c) Type of service provided

d) Décor and theme of the restaurant.

e) Type of clientele visiting the establishment.

f) Durability of the equipment.

g) Ease of maintenance.

h) Availability in the market after stock finishes.

i) Storage advantage and space necessary.

j) Flexibility of use.

k) Price of the equipment.

l) Standardization.

The Classification of

Equipments

The Food & Beverage equipments consists of the following

categories

i) Restaurant Furniture

ii) Restaurant Linen

iii) Electrical equipments

iv) Disposables

v) The Tableware:

A Cutlery

a) Flatware

b) Hollowware

c) Specialised Equipments

B Crockery

C Glassware

The above categories are discussed below:

i) Restaurant Furniture

The restaurant furniture consist of

a) Tables

They may be A Square

1. for two persons – standard size 30”x30”

2. for four persons – standard size 3’x3’

B Rectangular

1. for 4 persons – standard size 4’6” x 2’6”

C Round

1. for 3 /4 persons – standard size 3’diameter



(Below)Dimensions of a

Dinning Hall

Chair

2. for 8 persons - 5’diameter

D Banquet Table

They are rectangular in shape. The sizes being

1. 6’ or 3’ or 5’ in length x 2.5’ in breadth

E Buffet Table

They are rectangular in shape. The sizes being

1. 6’ or 8’ or 12’ in length x 3’ in breadth

The height of all tables are 30“ from the floor. One unique feature

is, a restaurant may have a mixture of all the above shapes and

sizes.

This arrangement

1. Promotes seating of all sizes of group of persons coming to

dine.

2. Breaks the monotony of sight.

3. The tables can be joined together to seat largest group of

people.

However this standard height and size may not be maintained in

resto-lounge where the set up consist of low coffee tables and sofas.

b) Chairs

The shape of the chair and the extent of comfort it would give

largely depend upon the type of operation the outlet does. In a

coffee shop where the speed of service in considered as an

important factor the chairs need not be very comfortable,

whereas in a Fine Dinning Restaurant, where people go for a

life time experience, the comfort and spaciousness in seating is

always provided and again in a popular catering restaurant

which expects a high turnover with moderately prices menus

would not have a spacious seating arrangement.

The general dimensions of a chair is

The height from the floor to the seat is 18”

The backrest from the seat to the top is 18”

The minimum dimension of a seat is” length 18”x breadth 18”

in front progressively decreasing to 16” at the rear.

c) Side board

The side board aids in service and therefore also known as

They “dummy waiters”. It is the base from where the waiter

works in the restaurant, and should, therefore, carry all the

equipments necessary for use during the course of the meal. It

is customary that each station should be aided by a sideboard.

The style and design of the sideboard may vary from

establishment to establishment.

18”

18” 18”



It depends upon:

1) The style of service and the menu offered.

2) The number of waiters or waitresses working from a

sideboard.

3) The number of tables to be served from a sideboard.

4) The amount of equipment expected to be held.

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

cloths etc.

The dimensions are:

Item

Size of the Tables

Size of the Tablecloths

Tablecloths

2’6” Square Table 54” x 54”

3’ Square Table 72” x 72”

Rectangular

Table

(54”x 30”)

72” x 54”

Rectangular

Table

(54”x 60”)

72’ x 96’

Buffet Table

Cloth

6’ x 12’

Slip cloths

Used to cover the

stained portions

of the table cloths

due to spilled

gravies and food

during service

36” x 36”

Serviettes Square 18” x 18”

Doilies Decorative disposable cloths, used upon under

liners or such things to prevent slippage. It also acts

as a absorbent when specially placed under chilled

/ frosted glassware and other service equipments.

They come in various sizes.



Baize cloth

The top of the tables and the drawers of the

sideboards are lined with a fur type of cloth which

is known as “baize.” This cloth has many purposes.

It is usually placed over the tables upon which the

table cloth is laid.

A This allows the table cloth to hang freely.

B It prevents the rattling noise of the cutlery

when they are placed on the table.

C The cutlery itself is prevented from getting

damaged.

D Moreover it protects the wrist of the guest from

getting hurt by the sharp edge of the table.

iii) Electrical Equipments They comprise of :-

A Plate Warmer.

B Air conditioners / Room Heaters / Exhausts / Fans.

C Hot Plate.

D Lighting Arrangements.

There is a recent trend is saving electricity and thereby becoming

environmentally friendly. Whenever such equipments are put to use the

power consumption and power wastage is taken a great care.

iv) Disposables This type of tableware can be used for outdoor catering. It is usually made

out of paper or plastic or clay.

They include

(a) Napkins (b) Placemats and Coasters (c) Banqueting Roll

(d) Knives, Forks & Spoons (e) Cups Glasses & Plates.

The advantages are:

(a) Reduces the need for washing up equipment, staff and materials.

(b) Usage reduces capital investment through purchase of various

crockery and cutlery.

(c) It cuts down high cost of laundering

(d) Improves standard of hygiene and hence increases customer

acceptability.

(e) The breakage cost is minimized.

(f) It reduces the required storage space

(g) It brings change is cooking technology e.g. cook/chill or cook/freeze

and microwave cooking technology.

(h) Easy transportation.

(i) It plays a major role in development of fast food catering and speeds



up service and therefore time saving.

(j) Acts as sales promotion aid.

The disadvantages are:

(a) Acceptability by the consumers may be poor.

(b) Disposables can be sometimes more expensive than conventional

equipments.

(c) Demands storage as back-up quantity is always necessary.

(d) The caterer has to greatly rely upon the supply and the delivery time.

(e) If not of food grade quality then it can turn out to be unsafe.

(f) The material used must be environment friendly, other wise dispose

of such used wares can lead to environment pollution.

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

termed as “tableware.”

They comprise of

Cutlery

a) Flatware

b) Hollowware

c) Specialised Equipments

Crockery

Glassware

Cutlery: These are the equipments that are used for service and

partaking food to/by the guest. They include:

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

forks.

b) Hollowware: They include various items from which the

food is served- water jugs, teapots, etc.

c) Specialised

Equipments: They are equipments that are required for

service of specialized items

Crockery: These items comprise of earthenware/chinaware items

such as various types of plates. When hollowware like tea pot or

serving dish is made of china they are also fall in the category of

crockery.

Glassware: These are glasses that are used for service of alcoholic

and non alcoholic beverages. E.g. – water tumbler, red wine glass,

decanter, etc.















019- F & B SERVICE -THE MENU & ITS COURSES


Definition The menu or ‘bill of fare,” as it is popularly known, is a list of foodand beverage that can be served by an establishment to a guest at aprice.

The History The word ‘Menu,’ probably dates back to a story about a person ofnobility, the Duke of Brunswick, in 1541, who while attending abanquet, was found referring to a long list. Upon being asked he saidhe is referring to the list of items that are being served and he isaccordingly reserving his appetite for the forthcoming dishes. One ofthe ladies was curious enough to ask “May I know what the Duke isreferring to?” and it is believed that from this phrase the word Menucame for if we condense “May I Know” it sounds as “Menu”.

The Functions ofMenu

The Menu in a food service outlet serves a manifold purpose:

A Menu form customers’ viewpoint it serves him as aa) Tool to know what dishes are being availableb) To choose dishes according to his budget.

Form the point of view of service staff it helps them toa) Make the inventory of the catering equipments.b) Decide upon the type of service required.c) To deduce the number and skill of service staff that would be

necessaryd) Make the mise-en-place of the restaurant by laying the specific

crockery and cutleries required as per the dishes that are beingserved.

e) Take the order of the dishes.f) Pick up and serve dishes in accordance to the order given and

according to the sequence of the menu structure.g) To present correct check to the guest.

Considering from the viewpoint of production staff and the chef ithelps as a guide toa) Deduce the requirement of production staff and their individual

skill accordingly.b) Helps to deduce the type of production equipments required.c) To order raw materials.d) To prepare the dishes.

The management by the menu comes toa) Analyse the cost and evaluate the utility of the dish.b) Predict trends and to plan the future course of action for the outlet.c) Know the recovery in terms of currency from each dish through

the cashier who in turn can make the bill correctly.



Points to beconsidered whilePlanning a Menu

a) Type of Establishmentb) Type of Customerc) Religious Rulesd) Average spending capacitye) The Price Rangef) Time of the Year – namely :- The Climatic Condition, Seasonal

Foods, Festival Dishesg) Time of the Dayh) Suppliesi) Type of Production Areaj) Type of Food Service Areak) Providing a Balanced Meal with respect to colour, texture,

methods of preparation, sequencing the menu in proper order,i.e., from light to heavy and then back to light.

l) Language & Menu Presentation which includes omission ofspelling errors, proper descriptions, adhering to same languagewhen written

Types of Menus

Introduction Menus can be broadly divided into two:1) A la carte literally meaning “from the card”2) Table d’hote meaning “table of the host”

A la carte Menu

Definition The A la Carte menu means a multiple choice menu each dish beingseparately priced.

Applicability 1st Class Restaurants, Multi Cuisine Outlets, Various restaurants.

Table d’hote Menu

Definition The Table d’hote menu is the one which has fixed number of coursesand the price is on the entire menu or any specified number orcourses on the offer.

Applicability Coffee Shops, Fast Food Joints. Resort Hotels and establishmentsrunning on Modified American Plan or American plan, etc.



There are also other forms of menu which are discussed below

Plat du Jour Menus

Definition&Characteristics

These are certain dishes that are displayed or advertised with apurpose of selling certain dishes as specialty. Literally means “Plateof the Day.”

The most notable characteristic these menus will have are:

1) These dishes normally comprises of the main course.2) They may combine with a la carte or table d’hote menus

already in vogue in the restaurant.3) These dishes will not be found on the main menu.4) The dishes will be individually priced.5) They may have a heading like “Our Chef Recommends”.

“Today’s Specialty”, “From Our Chef’s Table” etc.

Applicability Various restaurants offering specialties of the day and especially theethnic menus.

Carte du Jour Menus

Definition&Characteristics.

The Carte du Jour menu literary means the card of the day. Thesemenus are written everyday, one for lunch, and one for dinner. Theyare a complete meal and may have choice. This form of menus maycombine with an a la carte, table d’hote or plat du jour menus. Thedishes are priced individually.

Applicability Coffee Shops, Fast Food Joints, Resort Hotels & Motels. Etc.

Cyclic Menus

Definition&Characteristics

These menus come back after a particular time, like on a certain dayof the week, or in a particular month, or a fixed time of the year.

Applicability These menus are normally found in industrial canteens, prisons orhospitals.

One important consideration a caterer must have is to provide varietyin the dishes prepared, since the basic ingredient is the same.



Set Menus

Definition&Characteristics.

By “Set Menu,” it means that the menu is fixed in relation to numberof items, within certain limitations, at a given price. This is usuallymade where there is mass catering on a pre-decided menu. Thechoice of items are offered by the establishment with the choice ofdishes are that can be served.

The dishes are decided in advance by the organizers and the menu isserved by the establishment to a group of persons accordingly. Thecontrol is not kept on portioning the quantity of each dishes, but onnumber of plates served.

Applicability In out door catering, banquet services, parties and buffets.

The Courses of French Classical Menu

Introduction The French classical menu is divided into number of courses. It is atool that aids in service of dishes in correct sequence and also gives aguideline to planning of a balanced menu in terms of nutritionalvalue, methods of cooking applied, the basics ingredients used, thetype of food – hot or cold and sweet or salty etc.

There are twelve courses in the menu that forms that basis ofcontinental cuisine. Each course has a typical identity of its own thatdetermines its position in the menu itself.

The names of the courses according to their sequence, theirimportance and some examples of the dishes in that particular courseare given below.



The Name of the CourseFrench Name English Name

Description Examples of Dishes

Hors d’oeuvre Appetiser The dishes in this coursecomprise of salty and tangy innature and by which theystimulate our appetite andhence they are calledappetisers. Hors d’oeuvre mayalso cover items which areserved before the soup whichare also called as hors d’oeuvresubstitute.

Russian Salad, Tomatosalad, Potato Salad,Beetroot, Anchovies,Fish Mayonnaise, EggMayonnaise, Melon,Oysters, Caviar,Smoked Trout orSmoked Salmon, Fruitand Shellfish Cocktail,

Potage Soup It is extract of meat fish,vegetables or fruits orcombination of both.

Consommé :Consommé JulienneConsommé ClairThick Soups:Cream of TomatoCream of Chicken

Poisson Fish A Fish Course is alwaysincluded in a dinner or abanquet menu.

Fish is a soft fibred and tendermeat which is easily digestedand helps to prepare appetitefor the heavier courses to come.

Vetki Meunier,Fillet of HaddockSteak,Poached Salmon,Fillet of Sole Orly,Fried fillet of Sole inEnglish style

Entrée Entrance Literally it means entrance tothe main course. In other wordsit is the first meat course on theFrench classical menu.However, they also includevarious types of omelets andhot egg dishes, farinaceousdishes, canapés, cutlets,casseroles and stews. They arewell garnished dishes whichcome from kitchen ready forservice.

Tournedos Béarnaise,Sweet Breads, Pastas,Lancashire Hotpot,Mutton Chop withPotato Covering,Chicken Cutlet,Cottage Pie, ScotchEgg with ReforméSauce





Relevé Remove This is considered as the maincourse on the French classicalmenu. They are normally largemeat joints which involvecarving. These joints comprisesof butchers meat which areeither poêléd or roasted.

These dishes are always servedwith accompaniments, roastgravy and sauces which includegreen and root vegetables,various types of forcemeatstuffing, savoury puddings andsauces.

Roast leg of Lamb,Boiled salted Beef,Roast Beef, Grilledor Fried PorkChops, RoastMutton

Sorbet Rest This is the rest between thecourses in order to prepare theirappetite for further courses. Inother words the sorbetcounteracts the richness of thedishes already consumed andstimulates the appetite for furtherdishes to come. Normally 10 to15 minutes is allowed betweenthe courses as a rest period.

In this course iced water with afew drops of Champagne isnormally served though variationof the beverage with variousother alcoholic and non alcoholicbeverages are also entertained;At this stage of the meal,establishments where smoking isallowed Russian cigars andcigarettes are also served.

Sorbet Alexandra,Sorbet A LaSicilienne,Granite,Marquise,Spoom,Sorbet AL’Américaine

Roti Roast Roast Course always consist ofdishes made from featheredanimals or furred or featheredgames. Each dish isaccompanied with particularsauce, gravy, & salad.

Roast Chicken,Roast turkey, roastduck, RoastPheasant, RoastGoose, Quail, etc.





Legumes Vegetables The vegetables can be servedwith the main course or canexist as a separate course. Atthis stage of the meal thebalance of the courses isgradually returning fromheavy to light. We now havea hot vegetable dish servedwith its accompanying sauce.

Asparagus Hot,Corn on the Cob,Artichokes Hot,served withHollandaise sauceor Beurre Fondue(melted butter)

Entremet deSucreOr also knownasEntremets

Sweets This is the sweet course.

The course comprises of hotand cold puddings, coldsoufflés, ice creams, Gateau,Flans, crepes, etc.

Peach Melba,Coffee Mousse,Rum Omelet,Caramel Custard,Baked Alaska,Bread & ButterPudding, Apple Pie,Cassata Ice-cream,etc.

Savoureux Savoury This course consist of salty tit–bits that cuts the taste of thesweetness in the sweet courseand prepares the palette forthe forthcoming dessertcourse which is also sweet.

This course also includes anarray of cheese beingpresented to the diners fortheir personal selection froma cheese tray or a cheesetrolley.

Savoury tit-bits:Assorted Canapés,Angel on theHorseback (Poachedoysters wrapped instreaky bacon andthen grilled inskewers), Tuna onToasts, Sardine onToast, Mushroomon Toast, etc.

Cheese:Edam, Parmesan,Gruyere, Gouda,Danish Blue, WhiteWensleydale,Gorgonzola, etc.





Dessert Dessert This is the fruit coursecomprising of fresh and dryfruits.

Fresh Fruits:Apple, pineapple,banana, strawberry,raspberry, mango,litchi, pears, grapes.

Dry Fruits:Cashew nut, raisins,pistachio, almond,walnut, coconut.

Café Coffee This is not regarded as acourse but any service ofmeals winds up normallywith the service of coffee,with which liqueurs and otherafter dinner drinks are alsoserved.

Any preparations ofblack coffee.

020- F & B SERVICE -THE SETTING OF A DINNING HALL


Introduction Prior to the service starts in an outlet, it is essential that the outlet be setup properly so that the service staff with minimum movement can givemaximum result.

This setting up of the food service area is divided into two phases- namely

a Mise-en-sceneb Mise-en-place.

Mise-en-scene The word Mise-en-Scene refers to the setting up of the atmosphere of therestaurant.

The job involves a series of action which are denoted hereunder:

a) Airing the dinning room by opening all the doors and the windows toallow the fresh air to come in.

b) Checking all the electrical gadgets, viz. the plate warmer, the tablelights and wall lights are functioning, air-conditioners and roomheaters are in working condition.

c) Checking the housekeeping of the restaurant by adhering to theobjective of the housekeeping, i.e., providing clean, safe, hygienicenvironment and maintaining the aesthetic standard of theestablishment. Especially the carpet is brushed, the curtains have nostains, the floral arrangement on the tables bear fresh look, the wallsand fixtures and fittings clean and free of cobwebs, any decorativepieces are spotlessly clean, etc.

d) Closing all the doors windows.

e) Spraying room freshener but at the same time taking care that it doesnot interfere in any way with the natural aroma of the dishes that aregoing to be served.

f) Switching on the room heater or air-conditioner if the restaurant isnot centrally air-conditioned or heated. In the latter case the vents areto be opened to allow the desired cool/hot air to enter.

g) Ensuring the chairs and tables are serviceable.

Mise-en-place The word Mise-en-Place literally when translated into English means‘putting things in place’.



Restaurant mise-en-place is putting all the tableware, glassware, chinaware,hollowware, and assembling all necessary equipments and restaurantstationary in proper place, and thereby arranging the restaurant for anunhindered service.

It includes:a) Briefing by maître d’hotel before service.

b) Knowing(i) the days menu if the establishment runs on a table d’hôte menu,(ii) the specialties of the day,(iii) the dishes that have gone off-board, etc.

c) Checking the restaurant booking diary and knowing which tables arebooked, their number of covers per table booked and also the menu ifalready been decided.

d) Placing of tables and chairs in their proper place.

e) Replenishing the dinning area with all the necessary equipments fromthe scullery.

f) Polishing of all tableware that will be required for service.

g) Procurement of all necessary items – stationeries, proprietary sauces andketchups from the store.

h) Sending used linen to and procuring clean and ironed linen from thelaundry.

i) Order for KOT and BOT books from the Accounts/Control department.

j) Laying of covers on the table as per the house custom.

k) Setting up the sideboard by filling(i) with necessary extra tableware, glassware, chinaware, coaster and

doily papers, and other necessary equipments required for service.(ii) the cruet sets with salt, pepper, mustard(iii) the condiment sets with jam, marmalade honey. The sugar basins

with sugar, milk pots with cream, butter in butter dish, toothpick intoothpick stands.

(iv) candle stands with candles.(v) water jugs with cold and plain water. Other items like placing

clean ashtrays, menu cards, adequate quantity of reservationboards, bill folders and arranging clean.

(vi) trays and salvers



(vii) extra clean linen required during the service.(viii) additional specialized items as per house custom.(ix) If the sideboard is equipped with plate or food warmer it should

be turned on 15 minutes before the service.

The Rules for Laying a Table

The Rules for Laying a Table are as appended below:

01. Place the tables in position and see they are not wobbling.

02. Check the tables and chairs are clean and the sideboard is properly equipped fro the servicesession.

03. The tables should be covered with a baize or felt cloth. The use of baize cloth are:

a) It helps the table cloth to hang freely and firmly.b) It acts as a protector to the table.c) It protects the wrist of the guest from the edge of the table.d) It dampens the noise of the table appointments when they are placed on the table.

04. The height of the dinning table should be 30” from the floor and the chair should be 18” fromthe floor.

05. The table cloth should be placed squarely and the centerfold of the table cloth should form aline down the middle of the table. The fall of the tablecloth should be 9” from the edge of thetable from all sides.

06. Crumpled, soiled, stained table cloths should never be used.

07. A centerpiece is essential for every table. It is preferably a bud vase which should have low,non fragrant flower arrangement to facilitate clear view of the guests seated opposite to oneanother.

08. The crockery and other table appointments that are used should be spotlessly clean.

09. Each cover should fall a well balanced definite unit and should never be crowded. It should be24” in length and 18” in breath. A cover can be defined as “a space required for placing all thetableware, crockery and glassware and linen for a person at the beginning of a meal.”

10. Place only the required flatware, cutlery, hollowware and other table appointments for themeal on the cover. The sequence of laying the flatware and cutlery are from outside to inside.



11. With certain exceptions, the knives and spoons are placed on the right side of the cover whilethe forks are placed on the left.

12. The table appointments for the appetizer or hors d’oeuvres should be placed on the cover or itmay be placed on the plate with the knife fixed into the prongs of the fork making an angle of90° at the vertex of the plate.

13. While handling of the table appointments at no point of time they should be handled by hand.A salver or service plate suitably covered with a tray cloth or serviette should be used whilecarrying them from the sideboard to the table. Alternatively bare hands may only be usedwhen the cutlery and flatware are wrapped by a napkin or a waiter’s cloth. While placing themon the cover they may be handled by hand but they should be only held at the farthest endwhere by no chance they come in contact with the food or guests’ mouth.

14. The water tumbler or goblet is placed at the right side of the cover at the tip of the large knife.

15. The butter dish should be placed at the center of the cover preferably on the left side.

16. The napkin or the serviette may be placed at the center of the cover or on the side plate.

17. All the crockery, cutlery, flatware and glassware should be placed at least ½” away from theedge of the table.

18. It is customary that while laying a cover they should be laid one opposite to another and neversideways.

19. The cruet set should be placed at the center of the table, so also the menu card holder.

20. The table number should be so placed that it is easily viewable by everyone, preferably at theside which is used for movement of the guests and the service staff.

21. While placing plates, if they have monogram, they should be placed facing the guest, i.e., at 12o’ clock position.

22. The cutting edge of the knives should always be facing the left.

23. While laying a table d’hote menu, if the menu is too long, the cover should be laid up to themain course. The remaining cutleries are to be kept at the sideboard.

24. For any table d’hote menus there should not be more than total of three comprising of knivesand spoons at the right and three forks at the left.

25. For laying table for a la carte orders the initial table layout should always be corrected. Propermise-en-place for all the requisite table wares are to be kept at the sideboard and are to be laideach time after the clearance of the preceding course and before service of that particularcourse.



26. The cutlery for the dessert may be laid at the top of the cover, but sometimes it can be laidafter the clearance of the main course.

27. The wine glasses are laid at the right side of the cover at the tip of the knives corresponding tothe dish for which the wine to be served.

28. The side plate is kept at the left side of the cover usually with a side knife.

Exceptions:i) the side knife which is placed on the side plate at the left hand side of the cover.ii) in case of pasta dishes, when the spoon is placed on the left and the fork at the right.iii) the side knife which is placed on the side plate, the cutting edge faces away from the

plate.

A la carte & table d’hote Table Layouts

Introduction Depending upon the type of restaurant, the establishment’s house custom, the typeof menu, the type of service, each outlet has got a typical table layout.

The two standard layouts are:

a) A la carteb) Table d’hôte

These layouts are referred as ‘covers.’

In F&B terminology the word cover has two meanings.

1) It means the capacity of the restaurant. Therefore if one describes a restaurantas “a restaurant with 120 covers,” it would mean that the restaurant has thecapacity to seat 120 diners at a time.

2) The second meaning is the space allotted to lay all the crockery, cutlery,tableware, hollowware, and glassware on the table for a person to have hismeal. So, when a restaurant staff is “asked to lay up a cover”, it would mean thathe/she is required to lay all the required table appointments on the table for theguests to have their meals.

Since it is a space, therefore, it must have definite dimensions. The allottedspace for a cover is: 24” in length and 18” in breadth.

The Essentialsof a Cover

They comprise of the following :



On the Table1. Side Plate2. Side Knife3. Cruet Set4. Center Piece/Bud Vase5. Ashtray6. Table Number7. Menu Card Holder9. Serviette (on the side plate)10. Butter Dish with butter knife11. Water Goblet.12. Table Cloth

On the Side Board1. Water jug on an underplate.2. Crumbing Equipment3. Bread Tong

Note:If the menu is Indian then, Side Knife,Butter Dish with Knife and Bread Tongwill not be required. Table Cloth isoptional depending on the class of theoutlet.

The A La CarteCover Layout

An a la carte cover consists of1. Side Plate2. Side Knife3. Cruet Set4. Center Piece/Bud Vase5. Ashtray6. Table Number7. Menu Card Holder9. Serviette (on the side plate)10.Water Goblet

11.Large Knife12.Large Fork13. Table Cloth

The Tabled’hote CoverLayout

The table layout will depend on the menu decided.

Types of Table Appointment Course by Course

Hors d’oeuvre Side plate with side knife, Fish knife and fish forkPotage Side plate with side knife, soup spoon for thick soup, dessert spoon for thin

soupPoisson Side plate with side knife, Fish knife and fish forkEntree Side plate with side knife, Small knife and small forkRelevé Side plate with side knife, Large knife and Large forkSorbet Side plate with side knife, Parfait glass on an under plateRoti Side plate with side knife, Large knife and large forkLegumes Side plate with side knife, Small knife and small forkEntremet Dessert spoon & fork, but may change according to the sweet.Savoureux Meat Savoury: Small knife and small fork

Fish savoury : Fish knife and fish forkCheese: Served on side plate, with small knife and fork.

Dessert Fruit knife and fork, grape scissors, finger bowls containing warm and coldwater

Café Demitasse with a coffee spoon with sugar basin with tea spoon and coffee poton the table.

021- F & B SERVICE -THE BREAKFAST & AFTERNOON TEA


Breakfast

Introduction It is the first meal of the day. But a meal to me termed as breakfast, it mustfulfill the following criterion:

They are:a) It should be the first meal of the day.b) It should be eaten before noon.c) It should contain breakfast style food.

The usual breakfast time is between 7 a.m. to 11 a.m.

Each country or region has their own type of breakfast. The ones that are servedin the hotels are-

a) Continental Breakfastb) English Breakfastc) American Breakfastd) Indian Breakfast.

The above types of breakfast are described below

ContinentalBreakfast

The Cover forContinentalBreakfast

The continental breakfast comprises of:(Menu for Continental Breakfast)

Choice of Chilled Fresh/Canned Fruit Juice( Apple, Pineapple, Grapefruit, Orange, Mango, Strawberry, Litchi)

--------------Choice of Bread

(Toast, White Bread, Brown Bread, Croissant, Muffin, Danish Pastry, Brioche)with

Butter & Preserves-------------

Tea or Coffee------------

The cover for continental breakfast comprises of

1 Side Plate & side knife 2 Serviette placed on the side plateunder the side knife.

3 Bread boat or basket for bread 4 Butter knife with butter dish on adoily on an under plate.

5 Preserve dish on a doily with apreserve spoon

6 Breakfast cup & saucer with a teaspoon

7 Tea pot, coffee pot, jugs of hot 8 Stands for tea pot, coffee pot, hot



and cold milk with hot waterjug.

water jug.

9 Ash tray, table number, sugarbasin with tong.

10 For leaf tea- tea strainer with slopbasin.

Hot milk is given with coffee Cold milk is served with tea.

The continental has two more variations –Café Simple which means only Tea or CoffeeCafé Complete – meaning- Toast or Bread with butter and preserves and

Tea or Coffee.

English Breakfast It comprises of (Menu for English Breakfast)


--------------Stewed Fruits

(Apple/ Guava)----------------

Choice of Cereals(Cornflakes/Porridge/Kedgeree)

-------------------Fish fried or Grilled

(Grilled Herring, Fried Plaice, or Sole)----------------

Eggs to order with Fried Bacon(Fried / Scrambled/ Omelet/ Poached/ Boiled)

----------------Meat

( Fried/Grilled Bacon, Fried/Grilled Sausage, Kidneys,with

Grilled Tomato, Sauté Potato,Mutton Cutlet with Finger Chips

----------------Cold Buffet

(Calves’ Tongue/ Cold Chicken/ Cold Mutton--------------

Choice of Bread(Toast, White Bread, Brown Bread, Croissant, Muffin, Danish Pastry, Brioche)

withButter & Preserves

-------------Tea / Coffee/ Hot Chocolate

-------------



The cover forEnglish breakfast

Table appointments on the table:

1 Side Plate & side knife 2 Serviette placed on the side plateunder the side knife or laid flatbetween the joint knife & fork.

3 Bread boat or basket for bread 4 Butter knife with butter dish on adoily on an under plate.

5 Joint Knife & Fork 6 Fish Knife & Fork

7 Dessert Knife & Fork 8 Cruet Set (salt, pepper mustardwith mustard spoon)

9 Castor Sugar in Sugar basin 10 Preserve dish on a doily with apreserve spoon

11 Breakfast cup & saucer with atea spoon

12 Tea pot, coffee pot, jugs of hotand cold milk with hot waterjug.

13 Stands or under plate for tea pot,coffee pot, hot water jug.

14 Ash tray, table number, sugarbasin with tong.

15 For leaf tea- tea strainer withslop basin.

AmericanBreakfast

American Breakfast consist of the following:


--------------Choice of Cereals

(Cornflakes/Porridge/Kedgeree)-------------------

Eggs to order with Fried Bacon(Fried / Scrambled/ Omelet/ Poached/ Boiled)

----------------Choice of Bread

(Toast, White Bread, Brown Bread, Croissant, Muffin, Danish Pastry, Brioche)with

Butter & Preserves-------------

Tea / Coffee-------------



Indian Breakfast Choice of Chilled Fresh/Canned Fruit Juice( Apple, Pineapple, Grapefruit, Orange, Mango, Strawberry, Litchi)

--------------Poorie-Bhaji/ Parantha – plain or stuffed Aloo, Gobi, Moolie with achar/

Choice of South Indian delicacies- Utthapam, Iddlii, Vada with Sambar, Curd,Chutney/ Thepla/ Chilla

-------------Tea- Masala Tea / Coffee/ Lassi

-------------

The Afternoon Tea

The Venue: Coffee Shop, Lounge, Foyer, Garden, etc.

Timings 3 P.M. to 7.30 P.M.

The Menu

The Cover On the table: Side Plate, Side/Tea Knife, Paper Serviette, Pastry Fork, TeaCup & Saucer & a Teaspoon, Slop Basin & Tea Strainer, Sugar Basin &Tong, Tea Pot & Hot Water Jug, Stands or Underplates, Ashtray, TableNumber.

At the side board: Jugs of Cold Milk, Preserve on a doily on an underplate with a preserve spoon.

Menu

Tea-----

Hot Buttered ToastToasted Tea Cakes

Crumpets-----------

Assorted Afternoon TeaSandwiches

-----------Buttered Scones & White Bread

Butter,&

Raspberry / Strawberry Jam------------

Gateaux & Pastries---------



The High Tea

Introduction High Tea is, a variation of afternoon tea, heavier than afternoon tea whichis regarded as tea meal with hot or cold items. This is usually a servicemade in occasions such as formal meets and birthday parties especially forchildren.

The Menu

The Cover On the table : Joint Knife & Fork, Side Plate, Side Knife, Serviette (placedon the side plate under the side knife or laid flat between the joint knife &fork), Cruet Set (salt, pepper mustard with mustard spoon), Tea Cup &Saucer & a Teaspoon, Teapot & Hot Water Jug Stands or underplates, ,Sugar basin with Tong, slop basin with tea strainer Ashtray, Table Number.

Note: Any other cutlery required may be brought in as for a la carte service.

At the side board: Preserve Dish on a doily on a side plate with a PreserveSpoon, Cold Milk/Hot Water Jug, appropriate proprietary sauces.

Menu

Tea-----

Grills, Toasted Snacks, Fish & MeatDishes--------

Hot Buttered Toast/Toasted TeaCakes/Crumpets

-----------Assorted Afternoon Tea sandwiches

-----------Buttered Scones & White Bread

Butter, Raspberry &Strawberry Jam---------------

Salads----------------Cold Sweets

Gateaux & PastriesIce

--------------

022- F & B SERVICE - SERVICE OF FOOD -THE RULES, THE STYLES &THE SEQUENCE


The Sequence ofService

1. Preparation of the service area as mentioned in the mise-en-place which may include taking bookings.

2. Receiving & welcoming of guests by the Restaurant Hostess.3. Noting their requirement and ascertaining their status-

previously booked customer or a walk-in and ascertaining thesame is available.

4. Then the hostess would enquire if the guests would like tohave an aperitif at the lounge or the reception area or in therestaurant.

5. Leading them to the service area. The reception Head Waiterwould indicate the host.

6. Greeting & seating of guests by the station waiter as per therule.

If the service area follows the service irrespective of genderthen, unless requested by the party, from the right side ofthe host.

If the service area follows the principle of service accordingto the gender, then the child followed by the oldergeneration, then the lady followed by the gents.

If the lady is the host then she goes the last.7. The station waiter would open the napkins from the right side

of the host, from right side of each guest, with the host lastand places them on each guest’s lap.

8. Pouring of water from the right side of the host with the hostlast.

9. Presentation of the Beverage List for pre-dinner drink fromthe right side of the host, from the left side of each guest, withthe host last. .

10. Taking the pre-dinner drink order.11. Procure drinks from the bar and bring it to the side board.12. Arranging the pre-dinner drink on the salver as per the seating

of the guests.13. Service of pre-dinner drink starting from the right side of the

host, from right side of each guest, serving the host the last.14. While the guests are having drink, presentation of the Dinner

Menu in the same fashion as in presentation of the beveragelist.

15. Take the order for each guest up to the main course. Repeatthe order & at last and ascertain the service time for the food.

16. Presentation of the Beverage List for the wine order to gowith the food.

17. The food order is placed with the kitchen and a copy of theorder is placed with the cashier for billing

18. The wine order is placed with the bar, and a copy is pacedwith the cashier for billing.

19. Inform the host about the readiness in service of food.



20. Before commencement of service correct the cover for thefirst course, for each guest from the right side of the host, bystanding between the 1st and the 2nd guest and placing therequired table appointment that comes to the right side of the1st guest and the required table appointments that come to theleft side of the 2nd guest, according to the menu finishing withthe host the last.

21. The wine waiter to pace the appropriate glasses in front ofeach guest staring with the right side of the host and finishingwith the host last.

22. Presents the wine and tastes it to the host for his approval,followed by its service.

23. Placement of plates from right hand side of the guestsmaintaining the same service sequence as in taking order ofservice of water.

24. Serve the 1st course.25. After the 1st course is consumed clear the soiled crockery &

cutlery.26. Place the table appointments on the cover for the 2nd course in

the same way as described in point “20”.27. If the style of wine changes, place the appropriate wine

glasses, and follow the same method as described in point“21”

28. Serve the 2nd course.29. In this way continue with the service till the main course.30. Before clearance of the main course discreetly ask the host if

the service and the food had been enjoyable for him and therest.

31. Clear the soiled dishes, cutleries and crockery, empty winebottles and soiled wine glasses.

32. Remove cruet set, side plate & side knife, butter dish, andaccompaniments, leaving ashtray, center-piece/bud vase, tablenumber & water tumbler behind.

33. Fill up the water goblets.34. Change ashtrays.35. Crumb the table.36. Offer menu to customers for selection of sweet dishes.37. Take order and place the order with the confectionery &

bakery, and forward a copy of the order docket to the cashierfor billing...

38. Present the beverage list and take the wine order for the sweetdish.

39. Place the dessert cutleries on the cover in the same procedureas mentioned earlier.

40. The wine waiter will take the wine order, place appropriateglasses, & procure wine form the bar and place the wine order



docket with the cashier for billing...41. Serve the sweet course, followed by the wine in the same

fashion as mentioned earlier.42. Clear the sweet course and the wine glasses.43. Enquire if the guest needs coffee to be served & if they wish

to take coffee at the lounge or in the restaurant.44. Present the menu card for the type of coffee to be selected.

And take the order.45. Present the beverage list & take the order for liqueur to go

with coffee, place the order with the bar and the other copy tocashier for billing.

46. The food waiter will lay the coffee cover and place the orderwith the still room and the other copy of the order with thecashier for billing.

47. The food waiter will serve coffee.48. The wine waiter will procure the liqueur from the bar and

serve the guest.49. Prepare and check the bill.50. Offer additional coffee and liqueur if required.51. Present the bill when requested.52. Accept payment & tender change.53. The station head-waiter sees off the guests.54. Clear down the table & re-lay if necessary.

THE RULES FOR WAITING AT A TABLE

I) Before theArrival ofGuests

The waiters musta) Attend the briefing session conducted by the Maitre d’hotel. The

maitre d’hotel normally informs here about the menu and pricechanges, the specials, checks the grooming of the staff, the tablereservations and any important message that he might feelimportant to communicate.

b) After the station is allotted, check all the cutlery, glasses andother table appointments are clean, shinning and without antchips, cracks and scratches.

c) Check the tables and chairs are not wobbling and free of dust anddirt.

d) Check the general housekeeping of his station and actaccordingly.

e) Check the sideboard if it is ready for service with filled waterjugs, adequate crockery and tableware, service gears, proprietarysauces and ketchups, menu cards and beverage list and KOT padand other items like cruet sets filled with salt pepper andmustard, toothpick in tooth pick stand, candles in candle stand,etc.



f) Study the menu of the day. Ascertain the dishes that have goneoff-board.

g) Clarify the interpretation of each dish, their accompaniment(s)that would go with it, the service gears to be used, the servicesequence and the cutlery to be laid on the cover.

h) While waiting one must always stand with the left arm folded atright angle, with the waiter’s cloth hanging against it and theright arm hanging by the side.

II) Upon theArrival ofGuests

a) The Head Waiter or the Restaurant Hostess must greet the guestand seat them specially the women guests. In case of largegroups the waiters from other table must come up in helpingseating the guests.

b) The waiter must then pour water, courteously enquiring abouttheir preferences. The menu must be presented by placing them nfront of each guest.

III) Taking theOrder

While taking the order the waiter musta) Not show his hurry or pester the guest for the order. On no

account the guest should be made to feel that he is being hurriedby the service staff.

b) He must make him self visible to each guest while taking theorder.

c) He must suggest dishes only when he is asked to recommend.d) He must explain the guest about the dish and the

accompaniments when inquired.e) Correct order must be taken for each guest. If the waiter knows

about a particular guest’s likes and dislikes he should givesuggestions.

f) After the order is taken it should be read out for each guest.g) Special directions from the guest should always be noted as

“Fillet Steak ‘rare done’ or “Plain Salad” ‘no onions;

IV) General Rulesfor Service

a) The extra covers that have been previously laid on the tableshould always be removed.

b) Always use platter while carrying cutlery to and from the table.On no account any tableware should be carried by bare hands.

c) While carrying plates always carry them between serviettes.Wipe them before laying them on the table.

d) Some guests have the habit of wiping the crockery and cutlerythat have been laid on the cover no matter how clean they are.This should no be looked upon with contempt.

e) Always follow the house custom for placing table appointmentsor serving and clearing. The following procedure may befollowed:

i) For any formal groups start with the guest of honour who



normally seats at the right side of the host and move in anticlockwise direction with the host last.

ii) Medium sized informal groups start with the eldest woman andmove anti clockwise.

iii) Small intimate groups serve the women first and then the menand proceed in anti clockwise direction.

d) Any cutlery that falls on the floor, while carrying, should bereturned to the wash up. If it drops in front of the guest whilelaying the table first replace that particular cutlery that had fallenfrom the sideboard and then one that had fallen should be pickedup.

e) The waiter should not put any cutlery or flatware on the guestplate. The guest should always be given the privilege to do so.

f) When about to serve an order, if the guest is reading on talkingamong his friends, he must be interrupted by saying “excuse mesir or madam.”

g) While correcting the covers, the table appointments that shouldbe laid at left should be done from left hand side; those fromright should be collected from right itself. The waiter shouldnever cross the guest while laying any cutlery.

h) Hot dishes should be served hot and the cold ones cold.i) Always handle glasses at base, cups at handles, knives, forks and

spoons at the extreme end of the handle and the plates by the rim.j) Food should be served in proper sequence, with proper table

appointments.k) All the accompanying sauces, condiments and spices should be

placed before serving the dish.l) Never fill glasses or cups to the brim. It should be 1/3rd below

the rim of the glass or cup.m) When food is served on a bowl or cup, like soup bowl or ice

cream cup, it should be served on an under plate. While servingany chilled or frozen food they should be served on a doilyplaced on an under plate.

n) A serviette on the waiter’s palm while serving any food from anentrée or platter before placing the serving dish.

o) Always time the service properly so that guests do not have towait between the dishes.

p) All food items must be served from the left and the beveragesfrom the right.

q) All clearance should be done from right, except the side plateand the side knife.

r) While the guest is about to finish the main course the stationhead waiter must ask discreetly about the food and the service.

s) After clearance of the main course, if there be any sweet to beserved always do crumbing and then proceed for the service.

t) After dinner coffee cups should never be cleared when the guests



are still seated or the check has been paid. The waiter must haveclose notice on guests’ cup and ask the host if he would like thecups to be replenished.

u) All checks must be presented in concealed manner to the hostfrom his left had side.

v) If the guest has used his hand while eating, finger bowl on anunder plate should be passed from the right hand side of theguest after the dish has been cleared.

w) Any tip should be acknowledged with a polite 'thanks.' Even ifthe guest does not tip, a word of “thanks” is a must.

x) Always follow the work study procedure. The waiter should dothe maximum work with minimum movement.

The Types of Service

There are five basic types of service.They are:

Table Service Service to customer at laid cover. Consumption ismade on the laid cover. Clearance by the staff.

Assisted Service Combination of Table Service & Self Service.Consumption is usually at the laid cover. Clearance bythe staff. This form of service exists in buffet.

Self - Service Self service of customers. Consumption at the premisesof take-away. Clearance by the staff. Payment made atthe cash counter before taking the dishes or it can alsobe made at the cash counter after taking the dishes.This form of service exists in cafeterias.

Singe Point Service Where the customer orders, get served, and pay at thesame point. Consumption at the premises of take-away.Clearance by the staff. Such service is predominant inkiosk, take-aways, vending machines, etc.

Specialised or In situ Service Service to customers at areas primarily not designedfor service. Clearance is various. Such service can beseen in out door catering, passenger seat on airplane,room service in hotels, etc.

.



The Types of TableService

Name of theService

Explanation

Silver Service The silver service is a table service where thewaiter serves the food to the guest with theaid of service gear- service spoon & fork onto an empty plate placed in front of the guest.

French service The French service is a modification of silverservice. Here the platter or entrée dish ispresented to the guest with the service gearsand the guest help themselves

Both Silver & French Service are broadly identified as Platter toPlate Service.

Pre-Plated service Here the food is pre plated on to the guest’splate in the kitchen which is served by thewaiter.

Other forms of pre-plated service are:Russian service Here the whole food item is brought in front

of the guest on a carving trolley or in a platterand placed at the side station for the guests tosee. Thereafter the waiter or the craver wouldwork, carving the food and plating it on theguests’ plate before serving.

Guéridon service The service of food from the GuéridonTrolley. It includes preparation of salads orcutting of fruits and even finishing thecooking of partly preparing dishes in front ofthe guest. Sometimes the work also involvesflambé. This is after cooking the food settingit aflame with the aid of spirit and serving thefood onto the guest’s pre-heated plate withthe blue flame.

Family Service Here the host plays a very important role. TheHost decides the portioning and either pre-plates them himself on to plates that areplaced in front of them or after portioninghands over the serving dish to the waiter andtelling him which portion is to be given towhom.Therefore this service can be performed aspre plated as in the fist case or be a silverservice preformed by the waiter.

023-F & B SERVICE- THE RESTAURANT CONTROL SYSTEM


Control Control may be defined as a process by means of which anestablishment attempts to direct, regulate and restrain the actions ofthe employees in order to achieve the desired goals of theestablishment viz: financial success, preservation of soundenvironment, etc.

Therefore, the objective of control is:

1. It controls efficiently on all the items issued from variousdepartments.

2. It reduces to the minimum any pilferage and wastages.3. It provides the management with any information they require

for costing purposes so that the estimation for the forthcomingyear can be done properly.

4. It helps the cashier to make the bill properly so that the guest isneither overcharged nor undercharged.

5. It shows a breakdown of sales and income received in order thatimprovements and adjustments can be made.

The nature of control may vary between an organisation toorganisation or even between departments, but the objective remainsthe same provided it

a) Is easy to follow by the job operators.b) Is easily implemented by the control staff.c) Accounts methodically the items issued, used, and the returns

earned.d) Does not hinder the objective of the control.

How Control in anOutlet Works

The initial instruments of control are:

a) KOT (Kitchen Order Ticket)b) BOT (Beverage Order Ticket)

The above two are also often referred as Food Check & Bar Checkrespectively.

The KOT covers the order for all food and still room beverages.The BOT covers the order for all Bar Beverages.

When a guest orders, the order taker would write the order for food& still room beverages on KOT and all bar beverages on BOT.

The ultimate instrument for control is the bill, which when settled bythe guest, guarantees that revenue has been recovered against thefood & beverages served through KOT & BOT.



A specialized department called “Control” inspects the total proceedsand daily tallies the KOT & BOT received from the various outletswith the bill. If any discrepancies noticed the concerned processowner, be it the waiter or the cashier, on whose negligence thediscrepancy has occurred, is called for explanation. This departmentacts in close liaison with the Accounts section.

The Features of aCheck

Whatever the design a food service outlet may adopt for a KOT or aBOT, generally it would have the following headings:

i) The Name of the outlet.ii) The Check Numberiii) Waiter Numberiv) Table Numberv) Datevi) Time for ordervii) Number of Guests

viii) A three columned space showing thea) Description of the item orderedb) The quantity orderedc) The rate

ix) Signature of the order taker.

Control System in aRestaurant

The control system in a restaurant varies greatly on the type ofservice and the menu it follows.

Popularly there are two systems, viz:

a) Triplicate checking system.b) Duplicate checking system.

a) Triplicate checking system: This control system is applicable ina restaurant having a la carte menu. The check consists of threecopies. The first copy of the KOT is send to the kitchen forpreparing the food and in case of BOT to the bar for dispensingthe beverages. The second copy goes to the cashier for makingthe bill. The third copy is a flimsy copy which retained in the padfor the waiter’s reference.

b) Duplicate Checking System: This system is effective inrestaurants following table d’hote menus. The first copy is thecopy that goes to the kitchen and the second copy is treated asthe bill.



Other Control Systems

a) Waiter’s Billing Machine: It works on the principle of duplicatechecking system. It can be operated by the waiter by keying in anumber that had been allotted to him on the date of hiscommencement of the service with the outlet and therefore, thissystem, eliminates the need for a cashier. it has different set ofnumerical keys from 0-9 for different operations, like one set ofkeys will be for typing the table numbers, another set for thedishes which are numerically coded and the other set for thequantity of dishes ordered by the guest. The rate of each dish isset on the memory and so by typing the code number of aparticular dish, the machine can recall from its memory the rateof that dish and thus the bill would be made in duplicate. Likethe duplicate checking system, the first copy will be the ordercopy for the kitchen and the second copy will act as a bill.

b) Electronic Hand held Check Pad: Each waiter is allotted aseparate machine, that resembles a palm sized calculator, andfrom the machine number the issuer of the order from aparticular machine is recognized. There would be separate set ofkeys for each function like noting the table number, the dish, itsquantity, etc. After the waiter notes on the machine and ensuresthe order is correct he would press a button engraved “SEND.”The machine is linked by a wireless network to the computers –one in the kitchen and one with the cashier. Upon pressing thisbutton, the order would be going simultaneously to these twopoints and they would be displayed on the individual screens.

Top Copy Diagram showing Duplicate Check 2nd Copy

Serial No. Waiter No.- - - - - - - - - - - - - - - - - - - - - - - -…063……………………21 …21.…063……………………21 …21.…063……………………21….21.…063……………………21…21.…063……………………21…21.…063……………………21…21.

063 Total AmountTable No. Date:

Serial No. Waiter No. Amount- - - - - - - - - - - - - - - - - - - - - - - --063 21063 21063 21063 21063 21063 21 Total AmountTable No. Date:



Diagram showing Food /Beverage Bill

Bill No. Food/ XXXX Wine/XXXX

KOT No. Room No.

Logo & Nameof theOrganisation

Waiter No. Table No.Name of the Outlet

AmountQuantity Description RateRs. P.

TotalS. Charge

S. Tax

Grand Total

VAT No. Slogan of the Organisation

….………CashierE & OE

Customer’s Copy

NAME OF THE ORGANISATION

NAME OF THE OUTLET

KOT NO. ……

TABLE NO.……

TIME: ………

WAITER NO. NO. OF COVERS

QUANTITY……

DESCRIPTION……

RATE

DATE: SIGNATURE

Logo

024- F & B SERVICE - BEVERGAES & ITS CLASSIFICATION


Introduction The word beverage comes from the French word “boire” whichmeans to drink.

Therefore a substance to be a beveragea Must be liquidb Must be safe for consumption which in other word means

“potable”

Classification ofBeverage

The beverage on a broad base is classified into non-alcoholic andalcoholic beverages.

The beverage that contains 0 to 0.5% ethyl alcohols by volume isconsidered to be non alcoholic beverage.

Those beverages that contain more than 0.5% to 75.5% ethyl alcoholby volume are considered as non alcoholic beverage.

A substance containing above 75.5% alcohol is said to be medicine.

Non-AlcoholicBeverage

The non-alcoholic beverages can be classified initially as hot or cold.

Hot Beverages:

Hot beverages are – tea, coffee, milk, Horlicks, Boost, etc.

Beverages such as tea and coffee contain caffeine and therefore arestimulating.

On the other hand Milk, horlicks, boost are nourishing beverages.

Cold Beverages.

They can be grouped as under:

Stimulating Nourishing RefreshingMineral waters Aerated beveragesCold milk basedbeverages

Non aeratedbeverages

Energy drinks

Aerated fruit juices-mazza, appy fizz



Mineral waters:

They can be natural or manufactured:

The natural mineral waters are those that come from the subsoil ormountains as streams and springs which carry minerals that are essentialfor our human body. E.g. Vittel, Malvern, Aix la Bain, Aix la Chapelle,Baden-Baden, Carlsbad, etc.

Some of the natural mineral waters they contain carbon dioxide andtherefore known as aerated mineral water. E.g. Perrier, Vichy, etc.

The most popular manufactured mineral water manufactured in India isHimalaya.

Cold Milk based beverages :

Lassi,Flavoured lassisIce cream FloatsMilk Shakes

Energy drinks:

Red BullPower HorseGlucon-D

Aerated beverages:

PepsiCoca Cola,Tonic waterGinger aleSoda water

Non-Aerated beverages:

They can come under variousgroups:

Fruit Juices: The liquid is obtainedafter the fruit is crushed and thenstrained to separate the pulps -mango, pineapple, etc. which can beeither fresh or canned.

Syrups: These are concentrated fruitflavoured liquids. - Like rose syrup,strawberry syrup, etc.

Squash: These are made byextracting juices from fresh fruitsand then sweetened by adding sugarto it. E.g. - orange squash, lemonsquash.

Pulp: Unfiltered fruit juicecontaining the pulp of the fruits insuspension. E.g.- ampanha,belpanha, etc.

These beveragesare charged withcarbon dioxidegas



Alcoholic Beverages Any beverages containing 0.5% to 75.5% of ethyl alcohol by volume isconsidered as Alcoholic Beverage.

Classification ofAlcoholic Beverage

Alcoholic beverage can be classified as under :

FermentedDistilledCompounded

Fermented Beverage:

Fermentation is chemical reaction brought about by the yeasts when theyact as a catalyst to change the sugar contained in a liquid substance intoalcohol and thereby gives of carbon dioxide and heat energy.

This when represented by a chemical equation it is:

C6H12O6 →2C2CH5OH+2CO2+HEAT ENERGY

Therefore sugar is the most important constituent required duringfermentation.

The fermented beverages are of two types

WinesBeers

Wines are alcoholic beverages produced fermented juice of grapes. Theprocess of fermentation is carried out by the local customs and traditions.

Apart from grapes wines can also be produced from other fruits – apple,cherry, pear, etc., but then the name of the fruit will be prefixed before theword wine like cherry-wine, apple wine, etc.

Types of wines :

They can be distinguishedi) by colourii) by tasteiii) by its originiv) by its propertiesv) by its year of productionvi) other types

Sugar Alcohol Carbondioxide



A Distinguishing wine by Colour : - Red, White & Rose

Red Wine:- They can be obtaineda) From juice of black grapesb) Allowing the skins of the black grapes to remain in the juice so that the

pigments give off their colour.c) Mixing white and red wines in definite proportions

Examples:Château La Tour, Château Haute Brion, Château Neuf du Papé, Graves, Chianti.

Alcohol Content:9% - 15%

White Wine:- They can be obtaineda) From juice of white grapesb) Removing the skins of the black grapes from the juice immediately after the

juice is made so that the pigments cannot give off their colour.

Examples:Chablis, Mâcon Blanc, Pouilly Fuisse, Le Montrachet.


Rose Wine:- They can be obtaineda) By pressing black grapes so that some colour is extracted.b) By mixing red and white wine together in definite proportionsc) From the black grapes fermented on the skins for 48 hours.

Examples:Tavel Rosé, Cabernet d’Anjou, Oeil de Pedrix (partridge's eye) from Switzerland,Bordeaux Rose, Pinot Noire Alsace.


B Distinguishing Wine by Taste:

They can come under two heads- dry or sweet. This results from unutilized sugar in the wine.There are varying degrees of dry to sweetness. They are:

Bone dry, Extra Dry, Dry, Medium Dry, Medium Sweet, Sweet.



C Distinguishing Wine by its Origin:

They can be either

a Varietal wines: Which means they are named according to the grapes from which theyare made.

E.g. : Chardonnay, Riesling, Shiraz, Sauvignon Blanc, Pinot Noire

b Generic Wines: They are named according to the region where they are madeaccording to the local customs and traditions.

E.g. Moselle, Hock, Chablis, Château Laffitte.

Distinguishing wine by its Properties: - Still, Sparkling, Fortified, & Aromatised.

They are as under:

a Still Wines: These wines do not sparkle and therefore are called “still”. They areconsumed during meals and hence they are also called Table Wines. They can be red,white or rose in colour.

b Sparkling Wines: these wines are having carbon dioxide for which they sparkle and setof bubbles when poured in the glass. The introduction of carbon dioxide can be broughtabout by secondary fermentation by addition of further yeast and sugar solution. Themethod of making such fermentation may vary; the most prized wines are obtained bysecondary fermentation that takes place in the bottle and the method is called MethodChamp noise.

However there are some cheaper varieties of sparkling wines where the carbon-dioxidegas is injected into the still wine bottle which lets the wine to sparkle. The gas diffusesas soon as they are poured into the bottle.

Alcoholic Content: 14% by volume.

Examples: Moet Chandon, Ayla, Bollinger, etc.

c Fortified Wines: These wines have their alcoholic content increased by addition ofspirit, preferably brandy. The addition of brandy

1) Increases the level of alcohol2) Increases the shelf life of the wine3) Controls its sweetness or dryness of the wine. The wine remains sweet when the

brandy is added during fermentation. The wine is dry when the brandy is added afterfermentation.



Examples:Some very good examples are:

Sherry (Spain) comes in different styles – fino (dry) is usually served as anaperitif before meals and often forms an unique accompaniment with shell fishsoups, other styles are amontillado (medium sweet) and oloroso (sweet).

Port (Portugal) -usually taken after meal as a digestive.Various styles of port are crusted port, ruby, tawny, vintage port, etc.

Marsala (Sicily) a dark sweet wine usually taken as dessert wine.

Madeira (Portugal) is made from Malmsey, Bual, Cercial, and Verdleho grapes.Most are sweet grapes and the raisins have a strong bouquet. Unlike other fortifiedwine these wines are fortified with a spirit obtained from sugar cane.

Alcoholic Content: 15% - 21% by volume.

Service Temperature: Generally served at room temperature with exception of Fino Sherry which should be served chilled.

d Aromatised Wines: These are fortified wines which are flavoured and coloured. Theyare usually pre-dinner drink wines. Flavourings can be made of herbs, roots, botanicals,flowers, bark of tree or quinine.

Examples: Dubonnet, Vermouths – (Cinzanno, Martini, Martini Rose, etc), Lillet,Byrrh, St. Raphel, Cap Corse, and Bitters.

Other Wines:

a Organic Wines: These wines are produced, from the time the grapes were harvestedwith no chemicals being used. They are also known as Environment Friendly Wines.

b Fruitti Wines: these wines are made from fermentation of fruit juice other than grapes.But in this case the name of the fruit will be prefixed before the wine. Like pear wine(Perry) or apple wine (cider), etc.

c Dessert Wines: These wines are rich and sweet. They are still/table wines that aredesigned to be served to be consumed in the sweet course. Sauternes is a famous dessertwine from France and Spätless and Aussels are German types of dessert wines.

d Non Alcoholic Wines: These are prepared from fruit juice base and can be still oraerated with no alcoholic content.



Beer is an alcoholic beverage made from fermentation of cereals - barley,wheat oat, maize and rice, etc. and the process is called ‘brew.’

Alcoholic Content: 4-12 % by volume. (This differs from brand to brand).

May be classified by the process of brew:

1. Lager: In this process the fermentation takes place at the bottom of thevat.

The lager style brewed beers are – Pilsner & Dark Pilsner

2. Ale: here the fermentation takes place at the top

The ale style brewed beers are – Porter & Stout.

It may also be classified how they are packed for marketing

1. Bottled & canned beers: After the bottles or cans are filled with thebeer, it is sterilized, the carbon dioxide gas is injected and the bottle issealed.

2. Draught beers: The beer is dispensed from barrels which are connectedwith pipes with the aid of pump to the point of sale. The carbon dioxidegas is also dispensed from a separate gas cylinder or they may be mixedwith the beer before the beer is dispensed.

Brands:

Indian: Brand Names Foreign

Beer

1) Guru2) Asia 723) Black Label (Kalyani)4) Sun Lager5) London Pilsner6) Haywards - Scoll,

2000, 50007) Golden Eagle8) Thunder Bolt9) Vazir10) Kingfisher11) Rosy Pelican

Brand Name Country1) Beck America2) Shanturi Japan3) Asahai Japan4) Kari Japan5) Takara Japan6) Sappora Japan7) Al Shops Denmark8) Amstel Holland9) Tuborg Holland10) Heineken Holland11) Orange Boon Holland12) Tenents England13) Ramer Germany



Spirits The spirits are alcoholic beverages that are produced by distillation offermented beverages. They are

Whisky : produced from distillation of fermented barley, wheat or maizeBrandy: produced from fermented juice of grapes.Rum : produced from fermented juice of sugar cane.Gins : produced from fermented grains and flavoured with juniper berries.Vodka : produced from fermented grains.Tequila: produced from the undergrowth of Mescal Cactus. Mexican Origin.Fenny : produced from fermented cashew and coconut. Indian, Goa.

Quality Ones are:

Whisky: Scotch, Irish, American and Canadian. The Irish & American ones arespelled as WHISKEY.

Brandy: Cognac & Armagnac.

Rum: Cuban & Jamaican,

Gin: Dutch and English

Vodka: Polish, Russian

Brand Names:

Whisky:

Scotch: Johnnie Walker Blue Label, Highland Queen, 100 Pipers, Teachers,VAT69, Old Smuggler.

Irish: Julliamore Dew, Old Bushmills, Bushmills Malt, Power’s Gold Label,Middleton Rare.

American: Jack Daniels, Old Overholt, Wild Turkey, Imperial, Calvert Extra .

Canadian: Black Velvet, Canadian Club, Crown Royal, Crown Royal, GoldenWedding, Royal Reserve

Indian Brands: Royal Challenge, Peter Scot, McDowell’s, Mc Dowell’sPremium, Blenders Pride, Antiquity, Signature

Brandy:

Cognac: Hennessey, Courvoisier, Martell, Otard, Rémy Martin, Hine, Monnet,Bisquit Dubanche, Bisquit, Camus.



Armagnac:Delord, Janneau, Sempé, Castignon, Claverie, Christian Brothers, HiramWalker, Marquis de Montesquieu.

Brandies of other countries :

Brand name Country Brand name CountryAsbach Uralt Germany Vechha Romagna ItalyChristian Brothers USA Stock ItalyKorbel USA Oude Meester S. AfricaPaul Masson USA Cambas GreeceFundador Spain Metaxa GreeceLepanto Spain Anglias CyprusConte de Osborne Spain Five Kings CyprusBobadilla 103 Spain Peristiani VO31 Cyprus

Indian Brands :Doctors Brandy, Honey Bee, Golconda, Bee Hive, Gold Cup

Rum:

Foreign Brands: Ron Bacardi, Ron Rico (Puerto Rico), Lemon Hart,Bacardi White, Captain Morgan.

Indian:Old Monk, Sea Pirates, Captain Henry, Tropicana, Contessa.

Gin:

Foreign Brands:Old Town, Gordon’s, Ballantine London, Beefeater, Seagrams, Gilbeys.

Indian:Blue riband, Dunhill, High Society, Aristocrat.

Vodka:

Foreign Brands:Smirnoff, Count Pushkin, Volga, StolichnyaIndian:Shark Tooth, Fuel, White Mischief, Romanov, Red Czar,

Compounded Beverage The compounded beverage consists of:LiqueursBitters



Liqueurs:Liqueurs are flavoured spirits that are sweetened and often coloured. Theyare also known as digestives, and being spirit based they are called grainbased alcoholic beverage. They are usually taken after meals with coffee.

Examples of some liqueurs are as follows:

Liqueur Colour Origin Base Flavour

Abricotine Red France Brandy Apricot

Advocaat Yellow Holland Brandy Egg

Bénédictine Yellow France Brandy Herbs

Calvados Amber France Brandy Apple

CherryBrandy

Deep red Denmark Brandy Cherry

Cointreau Clear France Brandy Orange

Drambuie Golden Scotland ScotchWhisky

Honey

GrandMariner

ReddishYellow

France Cognac Orange

Irish Mist Golden Ireland IrsihWhiskey

Orange

Kirsch Colourless Germany Cherrybrandy

Cherry

Kummel Colourless Germany/Holland

Grainspirit-type ofVodka

Caraway &cumin seed

SouthernComfort

Golden USA Whiskey Orange

Tia Maria Brown Jamaica Rum Coffee

Van der Hum Pale golden SouthAfrica

Brandy Citrus peels

Bitters:These are aromatized wines of many varieties:

The most popular ones are:Campari: It is a pink Italian aperitif. It is bitter sweet in taste and has aslight flavour of orange peel and quinine.

Angostura: This is named after a town in Venezuela. But now it is mainlyproduced in Trinidad. It is brownish red in colour and is used mainly asflavouring agents with gin or in various cocktails.



Mixed drinks Cocktails: They are a mixture of beverages in which at least one of themis an alcoholic beverage.

Cocktails are made in following ways:

Shaken & Strained: These are mixed in a cocktail shaker and thenstrained.e.g.- Southern Peach, Rob Roy

Stirred and Strained: They are mixed by stirring and then filtered.e.g.- Manhattan, Whisky Sour.

Build up Cocktails: They consist of mixture of beverages of varyingdensities, The heaviest one lies at the bottom and the lightest beveragecomes at the top. .e.g.- Sherry Flip, Apple Sour, Irish Coffee.

Blended: Cocktails can also be made by passing the mixture through ablender. This is an alternative method to cocktails mixed on cocktailshaker.e.g.- Perfect Lady, Orange Blossom

Some Popular Cocktails are given below:

Whisky Rob Roy : Scotch + Sweet Vermouth + Angostura BittersManhattan: Whisky + VermouthWhisky Sour: Whisky + Powdered Sugar+ Lime JuiceLos Angeles: Whisky+ Sweet Vermouth +Lime Juice +Egg White

Brandy Alexandra : Brandy + Cream de Cacao + Sweet CreamSide Car: Brandy + Cointreau + Lime JuiceBrandy Collins: Brandy+ Powdered Sugar+ Lime Juice + SodaRolls Royce: Brandy + Cointreau + Egg White

Rum Daiquiri : Rum+ Powdered Sugar+ Lime JuiceBacardi: Rum + Grenadine+ Lime JuiceCuba Libre: Rum + Lime Juice + ColaRum Collins: Rum + Powdered Sugar+ Lime Juice + Soda

Vodka Bloody Mary : Vodka + Tomato Juice + Lime Juice + Worcestershiresauce + Tabasco Sauce.

Screw Driver: Vodka + Orange JuiceVodka Gibson: Vodka + Dry VermouthVodka Gimlet : Vodka + Lime Juice Cordial



Gin Gimlet : Gin + Lime Juice CordialWhite Lady: Gin + Cointreau + Lime JuicePink Lady: Gin + Grenadine + Egg WhiteMartini: Gin + Vermouth

Tequila Margarita: Tequila + Fresh Lime Juice + Fresh Lime Juice

Mocktails Virgin Mary: Tomato Juice + Lemon Juice +Worcestershire Sauce+Celery Salt

Cinderella : Lemon juice + Orange juice + Pineapple juiceFlorida Cocktail Grapefruit Juice + Orange Juice +Lemon Juice

+Gomme Syrup +Soda Water + Salt + Mint Leaf- fordecoration

Iced Mint Tea Fresh Mint +Boiling Water + Cold Water +Granulated Sugar

024A -VARIOUS COFFEE PREPARATIONS


COVERNAMES OF THECLASSICALCOFFEEPREPARATION

ACCOMPANIMENTS&GARNISHES ON THE TABLE

AT THE SIDESTATION REMARKS & METHOD OF PREPARATION

PercolatorCoffee

Brown or white sugar,hot or cold milk,cream.

Demitasse, sugarbasin

Jugs of cold &hot milk andcream to beplaced afterthe guest isseated.Percolatormachine

A required quantity of coffee is placed in the percolator, which is then filled withfreshly drawn water. The water is heated electrically or by fuel lamps, whicheventually starts to boil and rises through a tube and percolates the coffee grounds,extracting the full flavour, colour and strength. The heat is subsequently reduced, theinfusion stops, and the liquid with the ground coffee, infused, falls back into thepercolator and the coffee is ready to be served. This coffee is also called “LongBlack,” if it is served without milk or cream in a tea cup.

Cona Coffee Brown or white sugar,hot or cold milk,cream


Jugs of cold &hot milk andcream to beplaced afterthe guest isseated. ConaCoffeemachine

It consists of two chambers - the lower and the upper. The upper chamber consists ofa filter fitted to a container in which the required amount of ground coffee isprovided. The lower chamber is filled with freshly drawn water, which is heated byspirit lamps or electrically. To speed up the process fresh, warm, but not boilingwater may be added instead of the cold water. Upon reaching the boiling point thewater rises through the tube into the upper bowl mixing with the ground coffee. Atthis point the mixture may be stirred to ensure that the entire quantity of coffee thatwas placed in the container infuses well with the water. This is because the groundcoffee on the top prevents the water fro percolating in through it forming a cap onthe top. The stirring is done gently so that the filter is not disturbed or else the grainsmay pass into the bottom chamber. The heat is then reduced and the coffee liquid asit now is flows into the lower bowl, leaving the ground coffee on the top chamber.The upper bowl is removed and then filtered and washed for re-use.The coffee is served at approx. 82 deg. centigrade

If servedblack

Brown sugar Small glass cups

Esp

ress

o C

offe

e If servedwithmilk/cream

After the froth ismade by steam, it istopped with cream &then garnished withgrated chocolate.

Small coffeecups.

This method is Italian in origin. Very fast method of dispensing coffee through thismachine to individual cups. Around 300/400 cups can be made in an hour. Each cupis freshly made for the customer. The coffee used must be finely ground.Steam is passed through the finely ground coffee and infusing under pressure.Served black is espresso.Served with milk it is cappuccino. Milk is heated for individual cups by high-pressure steam injector. The coffee is garnished with chocolate and mint. ½ Kg. Coffee yields 80 cups coffee of good strength.For care of the equipment – follow the manual provided.



VARIOUS FORMS OF ESPRESSO COFFEE

NAME SERVED SERVED IN STRENGTH DESCRIPTIONLungo Without milk or cream Tea cup Freshly percolated Made in an espresso machine.Short Black Without milk or cream Demi tasse or small coffee cup Normal Made in an espresso machineRisretto (meaning restricted) Without milk or cream Demi tasse or small coffee cup Double strength Made in an espresso machineFlat White With heated milk but not

frothed.Tea cup The proportion of milk to

coffee is 2/3 espresso and 1/3milk)

Made in an espresso machine

Espresso Without milk or cream Demi tasse or small coffee cup Strong black coffee Literally means pressed outcoffee. Made in an espressomachine. It must have a creamygolden froth.

Cappuccino With frothed milk Served in tea cups. Strong It is named after the head coverworn by Italian monks. It ismilky with creamy frothedcrest. Garnished with gratedchocolate or powdered cocoa.

Café Latte Higher proportion of milk thancappuccino but the milk is notfrothed.

Usually served in a Glass As strong as cappuccino Made in an espresso machine

Machiatto A dash of cold milk, barelyenough to change its colour.

Long or short glass. Extra strong Machiatto means to stain. Madein an espresso machine



COVERNAME OF THE CLASSICALCOFFEE PREPARATION ACCOMPANIMENTS

&GARNISHES ON THE TABLE


Filter Coffee Brown or white sugar,hot or cold milk,cream


Jugs of cold &hot milk andcream to beplaced afterthe guest isseated. ConaCoffeemachine

This method is widely used in France. By this method coffee ismade individually by cup or in bulk for a party. The entireequipment must be hot or else the resultant coffee may be cold. Itserves as a good method of advertising by placing it on a bar topand the service is done along with hot or cold snacks. Apart formserving as an eye appeal for the customer, it also gives a feeling ofpersonalizes service as the coffee has been made exclusively forher or him. It takes around 3-4 minutes times for making a cup ofcoffee in this method.Fresh boiled water is poured into a container up to its requiredlevel. The container is fitted with a very finely meshed bottomcontaining the required amount of ground coffee, which stands ona cup. The boiling water causes the seal & the infusion takes placein the container and the coffee liquid trickles into the cup. A lidshould be placed over the water in the filter to help to retain thetemperature.

Still Set Coffee Brown or white sugar,hot or cold milk,cream

Demitasse/ TeaCup& teaspoon/coffeespoon -as peroccasion, sugarbasin with tongor tea spoon asper the sugar,Stand for CoffeePot.

Coffee Pot,Jugs of cold &hot milk andcream to beplaced afterthe guest isseated.

The most widely used system in all catering establishment and inall Stillrooms. It normally consist of a small central container intowhich correct size filer paper is placed with ground coffee on top,and urn of varying capacities according to requirements from 4 ½to 18 litres. Boiling water is passed through the grounds and thecoffee passes into urns at the side. For a 4 ½ litre capacity urn theinfusion is complete in 6-8 minutes. The temperature should beconstantly maintained at 65.5 deg. Centigrade. Too high atemperature/ boiled or heated too soon will destroy the flavour andtaste of the coffee and discolour the milk, upon coming in contactwith the coffee. The coffee and milk should be held at correcttemperature ready for service.The urns should be cleaned and serviced regularly, rinsed before& after each brew, until the water runs clear. It must be ensuredthat the urns are clear of the thin layer of cold coffee that clings tothe side of its body, lest it will spoil the flavour and aroma of thenext brew.



SPECIALTY COFFEE

COVERNAME OF THE SPECIALTYCOFFEE PREPARATION



Normal Coffee Infuse required ground coffee in hot water. Strain and serveas per the taste. Serve at 80 deg. Centigrade.

Instant Coffee Hot/Cold milk orCream, Brown orwhite sugar

Demitasse/ TeaCup& teaspoon/coffeespoon -as peroccasion, sugarbasin with tong ortea spoon as perthe sugar, Standfor Coffee Pot.

Coffee Pot, Jugs ofcold & hot milk andcream to be placedafter the guest isseated

Add required amount of coffee in the pot and pour water.Serve at 80 deg. Centigrade.

South Indian Coffee Sugar basin withbrown or cubesugar with sugartong or tea spoonas required.

Heat milk and water separately. Bring to boil and thenlower the heat to allow it to simmer gently. Remove fromheat and add finely ground coffee into the water and filter.Add hot milk and serve in a small stainless steel glassplaced on a small stainless steel bowl.

Iced Coffee Cold milk or Cream Straw stand, Ice Pail, cream incream jug

Make a strong black coffee in normal way. Strain and chillwell till required. Serve, mixed with cold milk or cream in atall glass, with ice-cubes added and straws. The glass isplaced on a doily on an underplate with a teaspoon.

Egyptian or TurkishCoffee

Small brightlycoloured coffee cups(demi-tasse)

This is made from darkly roasted Mocha Coffee beans. Thecoffee is made in special coffee pots which are heated ontop of stove or lamp and the water is allowed to boil. Thesugar should be put in it at this stage to sweeten the coffeeas it is never stirred once poured out. The finely groundcoffee may be stirred in or water may be poured over thegrounds. The quantity of coffee used is approx. 1 heapteaspoon per cup. Once the coffee has been stirred in the potis taken out off the heat, cooled that causes the grounds tosettle. It is once gain brought to boil and then taken off forthe grounds to settle. This method is repeated once more.After doing this operation thus for three number of times,cold water is sprinkled to allow the remaining grounds tosettle.The coffee is then served in small brightly coloured coppercups.While making coffee, it is optional though, to furtherflavour it with vanilla pods.



SPECIALTY COFFEE

COVERNAME OF THESPECIALTY COFFEEPREPARATIONS



Vienna Coffee Thickened Cream,Brown or white sugar

Demitasse/ TeaCup& teaspoon/coffee spoon-as per occasion,sugar basin withtong or tea spoonas per the sugar,Stand for CoffeePot.

Jug of thickened creamon an under liner

The jug of cream with the coffee pot should be should beplaced on the table after the guest is seated. From the righthand side of the guest the coffee to be pored into the cup. Sugaris to be added as per the taste of the guest. Then a spoon of richthickened cream is floated on the top.

Coffee Pona Served Plain Demitasse, coffeespoon

Filter Machine Filtered finely

Hawaiian Coffee Pineapple Juice &Cream

Demitasse, coffeespoon

Jug of thickened creamand pineapple juice onan under liner

Served cold. Black coffee, with pineapple juice and cream

Irish Coffee This beverage is often prepared by the waiterin front of the guest.

The mise-en-place will consist of1) Silver salver2) Serviette3) 18.93 cl. Paris goblet on an

underplate.4) Teaspoon5) Jug of double cream6) ‘6’ out measure7) Coffee pot8) Sugar basin or coffee sugar with tea

spoon.9) Bottle of Irish Whiskey.

Make a strong black coffee and ensure it is kept hot. Heat a18.93 cl. Paris goblet, and place in it the coffee sugar requiredby the guest. Placing a teaspoon in the goblet to conduct theheat and avoid cracking the goblet, pour in the strong blackcoffee. Stir well to dissolve the sugar. Now add a measure ofIrish Whiskey. The liquid should now be within 2 ½ cm. of thetop of the goblet. Pour double cream over the back of theteaspoon on to the surface of the coffee. Until approx. 1.9 cmthick. Do not stir: the best flavour is obtained by drinking thecoffee and whiskey through the cream. Serve in the goblet,placed on a doily on and underplate, in front of the guest.Note:-1) A certain amount of sugar is necessary for it aids in floatingthe double cream on the surface of the hot coffee.2) If instead of whiskey, brandy is used in the coffee it isknown as “Café Royale”



Irish Coffee is a classical example of Liqueur Coffee. In this way various liqueur coffees can be prepared that are listed below. Here thisshould not be confused with Coffee Liqueur. Liqueur Coffees are those coffees in which spirit/alcoholic beverage can be added to coffee tomake a coffee as a hot beverage itself, whereas Coffee Liqueur is liqueurs having coffee flavours.

Some classical liqueur coffee spirit/alcoholic base is given below.

VARIOUS FORMS OF LIQUEUR COFFEE

SL.NO. LIQUEUR COFFEE LIQUEUR/SPIRIT1 Irish Coffee Irish Whisky2 Café Royale (Napoleon

Coffee)Cognac

3 Caribbean Coffee Rum4 Balkan Coffee Vodka5 Calypso Coffee Tia Maria6 Monks Coffee Benedictine7 Roman Coffee Galliano8 Yorkshire Coffee Bronte Liqueur9 After dinner Coffee Tequila & Kalhua10 Kentucky Coffee Southern Comfort11 Bonne Prince Charles Coffee Drambuie

025- F & B SERVICE -SERVICE OF BEVERGAES

The ABC Of Hospitality

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Service of NonAlcoholic Beverages:

Tea:Tea during breakfast is served in breakfast cupsDuring other times of the day in tea cups.

Coffee:Coffee if served during breakfast it is served in breakfast cups.Coffee during other times of the day is served in tae cups.Coffee after dinner is served in demi-tasse.

Nourishing Hot BeveragesServed in a tall water tumbler

Aerated WatersAerated water can be served on their own, chilled and in eithertumbler, Paris Goblets, highball glass or a 34.6 cl. Short stemmedbeer glass.

They also can be used as mixers with other drinks such as Gin withTonic or Brandy and Ginger Ale, or Rum and Cola

Mineral WatersThey are usually drunk of their own for medicinal purposes.However some of these waters may also be mixed with alcoholicbeverages to form an appetizing drink.

CrushServed chilled in Collins Glass on a doily on and under plate with astirrer or tea spoon, castor sugar with tea spoon on an under plate(specially for citrus crushes) separately, Extra ice on an ice pailmay be served on a under plate with a ice tong.

SquashSquashes can be either served on its own with chilled water or soda,mixed with spirits like vodka and orange squash, or made acocktail, mocktail, or used as base of fruit cups.

A measure of squash is poured into a tumbler, or short stemmedbeer glass placed on a coaster with ice and topped up with icedwater or soda. The edge is decorated with a slice of fruit whereapplicable. Straws in straw stand, ice in ice tumbler with ice tong.

JuiceJuice is up with iced water or soda. The edge is decorated with aslice of fruit where applicable. Straws in straw stand, ice in icetumbler with ice tong. Castor sugar in sugar basin on an under platewith a teaspoon is served separately.



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SyrupServed as flavouring agents in fruit cups, cocktails, milk shakes ormixed with soda water as a long drink

PulpServed with iced water or soda in a tumbler or goblet placed on adoily upon an under plate with a stirrer or teaspoon. The edge isdecorated with a slice of fruit where applicable. Straws in strawstand, ice in ice tumbler with ice tong. Castor sugar in sugar basinon an under plate with a teaspoon is served separately.

Service of NonAlcoholic Beverage

Wines:Except Fortified and Aromatized Wines, wines are sold in bottles ofvarying sizes.

Service Temperatures:

Red Wine: 19° Celsius (65°F )(Room Temperature)

White Wine: 11° Celsius (52°F)

Rose Wine: 13° - 16° Celsius

Sparkling Wines : 8° Celsius, (45°F)

Fortified Wines: Generally served at room temperature withexception of Fino Sherry which should be served chilled.

Aromatised Wines: These wines are generally served at roomtemperature. But when served as aperitif wine they should beserved chilled.

General Rules:a Red wine goes with red meatb White wine goes with white meatc Rose wines goes with red meat.d Champagne can be drunk throughout the course of the meal.e Champagne is a must-drink during any festivals, merry

making, celebrations etc.f Fortified wines can be either aperitif wines, or after dinner

wines. Sweet Fortified wines can be served as dessert wines.g Aromatised wines are normally aperitif wines.

Other Rules to be observed:a Before the service, the wine bottle should always be presented

to the host with the label facing towards him to get his service.b Red wine is served in Red Wine Glass,



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c White Wine is served in White Wine Glassd Champagne is served in Champagne Saucer or Champagne.

Tulip, or Champagne Flutee For red and white wines a quantity of 30 ml. should be pored in

the host’s wines glass for his approval.f For old red wines, it is customary to keep a decanted handy to

separate the crust from the wines.g Champagne and white wines must be presented chilled by

placing in a wine bucket three-fourths filled with crushed iceand one fourth with water. The water helps the wine bottle tosink into the ice.

h Champagne is usually not sampled before the host.i It is customary to leave the cork of the red wine bottle on a

quarter plates to show the name of the vineyard or the year ofbottling.

j The wine waiter should refill the glasses when the host and hisguests finish the drink.

k When the bottle is about to finish, the host must be informeddiscreetly about it so a new bottle can be replenished.

l Always change glasses with the change of style in wine

Spirits: ( Whisky, Brandy, Rum, Gin, Vodka, Tequila)

All spirits sold from off-shops in bottles of 750 ml, 325 ml. (pint)150ml. (nip).

Spirits sold in on-shops in measures- large- 60ml. and small- 30ml.

Whisky:Whisky is served in thick bottomed whisky glass which is also calledOn the Rocks glass or Old fashioned Glass.

Whisky can be serveda) Neat – when nothing is added to a measure of spirit.b) On the rocks ( when 3-4 cubes of ice added to a large or small

peg of neat whisky)c) With ice and chilled water – this gives the actual taste and aroma.d) With soda and icee) With mineral water – this mellows down its cutting effect.f) With tonic water.g) Whisky is also served with ginger wine. When Scotch is served

with ginger wine it is known as Whisky Mac and when with Irishwhiskey it is called Whiskey Mic

h) As a base for cocktails- e.g. Manhattan, Rob Roy, Whisky Sour,Los Angels, Bobby Burns, etc.



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Brandy

Brandy should be served at room temperature, without ice, in thinglass that can be easily warmed in the hand to enhance the bouquetand flavour. The glass heaters that are used by some establishmentsfor warming the glasses are merely a gimmick and have no use.Brandy balloons are the best glasses to use as they curve narrowly atthe top to arrest the aroma from escaping out of the glass and theirdesign enables one to sniff the aroma by their nostrils when the glassis raised to the mouth. Over large balloons are wasteful andpretentious. They not only hinder the concentration of the aroma butalso make the measure appear stingy.

Brandy can also be served with mixers such as ginger ale, soda, or 7-Up, but some schools proclaim such mixers are only used withcheaper varieties to hoodwink its quality.

Brandy also forms as a base of some cocktails, e.g. - BrandyAlexander, Brandy Sour, Rolls Royce, Brandy Collins, Between theSheets, etc.

Rum:Rum is served in plain tumblers, Collins glass, etc.In rum producing countries Rum is drunk straight.They can be also mixed with cola, soda, water, etc.In USA it is chiefly used as cocktails, such as Daiquiri, Planter’sPunch, etc.Rum is extensively used in cooking, specially sauces for desserts, andcandies.Rum is also used for flavouring tobacco.

GinServed in Collins glass.It may be drunk straight, or mixed with lime cordial, or gin-lime,when a slice of lime is put at the bottoms of the glassIt may be used in cocktails as Gimlet, Pink lady, Dry Martini, etc.

VodkaVodka is a flavourless, colourless spirit. Vodka when served neat itshould be chilled served in a chilled frosted toto glass. It was earliercustomary to smash the glass after drinking, but this custom isabandoned for cost control purposes. Neat vodka is preferred withCaviar, a classical hors d’oeuvre.

Vodka can be also mixed with water, iced water, soda and ice, tonicwater, and served in large narrow tumblers.



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TequilaThe art of drinking tequila is ceremonious. It is taken neat andstraight in one gulp, from a toto glass, with lime wedge and salt.

It can also be used in cocktails- e.g. Margarita.

Liqueurs:

Liqueurs are served after dinner. They are served in liqueur glass andare sold per glass. A liqueur trolley in a restaurant, which can bewheeled up to the guests’ table, is a good form of advertisement forselling liqueurs. It is customary to change glasses whenever freshliqueurs are being served.

Beer:Beer can be served any time of the day, any day of the season of theyear, with almost any food. To mark any occasion or regret theabsence of any.

Service Temperature:Lager: 7° CelsiusAle: 10° Celsius.

Beer should be served with a gentle collar of froth round the rim of aglass.For Bottled Beer: Served in Beer Glass, Goblet, and mug schooner.For Draught Beer: Served in Beer Tankard (made us of Pewter)

026A HOUSE KEEPING - THE ORGANISATION CHART


TYPIST

ASSISTANT HOUSEKEEPER HOUSEKEEPING STORE KEEPER

DESK CONTROL SUPERVISOR

PUBLIC AREASUPERVISOR

LAUNDRYMANAGER

FLOOR SUPERVISORLINEN/ UNIFORM ROOM SUPERVISOR

EXECUTIVE HOUSEKEEPER

HORTICULTURIST

TAILOR UPHOLSTERER ATTENDANTS ATTENDANTS

LAUNDRY CLERK

NIGHT SUPERVISOR

ROOM ATTENDANT HEADHOUSEMAN

CLOAK ROOMATTENDANTS

HOUSEMEN/HOUSE PORTER

HOUSEMEN

HEAD GARDENER

GARDENER

FLORIST

SMALL HOTEL

ASSISTANT HOUSEKEEPER

HEAD ROOM ATTENDANTSR. ATTENDANT- LINEN ROOM

HEAD HOUSEKEEPER

HEAD HOUSEMAN-PUBLIC AREA

ROOM ATTENDANTS

HOUSE MENHOUSE MEN HOUSE MEN

Organisation Chart of a Small Hotel

Organisation Chart of a Large Organisation

026-HOUSEKEEPING- ORGANISTAION & OPERATION

The ABC Of Hospitalityhe lazy dog and killed165

The Objectives ofHousekeeping

The objective of this department is to provide clean, safe, hygienicenvironment and maintain the aesthetic standard of the hotel.

The Sections underHousekeeping

The various sections with which the Housekeeping department is made upof and their respective functions are as below :

Depending on the size of the hotels these sections may vary, or some ofthese sections may combine together under one section. In a moderatelysized hotel the sections are:

Section FunctionHousekeepingControl desk

This is the housekeeping control hub from where the entire housekeepingoperation is controlled. It is from here all the information are sent andreceived to all the concerning departments and the concerned sections areinformed and directed accordingly. It is manned by the housekeepingsupervisor. All guest calls concerning complaints about the accommodationfacilities, their requests are attended and actions taken accordingly. Itcontrols the floor master keys. Various records and registers are maintainedconcerning cleaning operations, room set ups etc and also lost & foundrecords are maintained by the desk.

Linen Store This is the room where the current linen is stored for issue and receipt. It isthe central depot for all linen – bed sheets, towels, curtains, table cloths,napkins, etc. and from it sufficient clean articles, in good condition, aredistributed throughout the house.

Depending upon the house custom the operation may vary. But broadly,linen room is responsible for receiving soiled linen, inspecting and sendingthem for washing.

The time of operation is usually 8.00 hours to 17.00 hours or may operate inset hours – usually twice a day. Therefore there may be a sub store with eachfloor of the hotel or an F&B Linen Store to handle emergency requirements.

In some establishments the linen room is aided by:

a) Laundry: The laundry may be outsourced also but the quality oflaundering is under the strict supervision of the Linen Room Supervisor.

b) Tailor room: This sub-section takes care of the stitching and mending ofusable linen and also concerned with making of new furnishings-curtains, sofa covers, bed sheets, table cloths as per standard drawinggiven to them.

c) Linen Store: Concerned with storage of linen cloths and new linen forissue to various departments.



HousekeepingSupply Store

It stores all small things required in a hotel room.

Flower Room It takes care of the flower arrangements in various sections of the hotels.

Floor Pantry Each guest floor there is a floor pantry. This is the sections where thechamber maids / boys will be stationed and can be contacted when requiredthrough telephones. It keeps the guest supplies and cleaning supplies of thefloors. It also has provision for storage of linen and cleaning equipments-vacuum cleaners, trolleys, etc.

The floor pantry is connected by “Chute”. A chute is a pipe that connects thesenders’ and the receivers’ end. It acts by the principle of gravity orpneumatical suction and it is a mode of easy transportation of materials fromone end to another. Usually in floor pantry there are two types of chutes-

a) Laundry chute connecting the floor pantry and the linen room.b) Garbage chute – connecting the floor pantry and the refuse dumping

area.

HorticultureStore

It keeps

a) Various Gardening Equipments – lawn mowers, rakes, pots spades,buckets, pipes, water sprinklers and sprayers.

b) Fertilisers: Urea, minerals, bone dusts, etc.

Lost & FoundSection

This room stores all the lost articles of the guest that are found in rooms andpublic areas.

Pest Control This section is concerned of fighting and controlling various insects andpests and rodents– cockroaches, spiders, rats etc.

Key Control Apart form the guest keys which are issued to the guest upon arrival andcontrolled by the front desk upon their exit temporarily or permanentlyfrom the hotel, there are two more types of keys.

1. Floor Master Keys: It opens all the locks of the hotels of a particularfloor. These keys are controlled by the control desk and are issued tothe shift supervisor after a signature is obtained on the register.

2. Hotel Master Keys: It opens all the locks of the hotel. It has two sets.One is maintained by the cashier and the other is kept by the controldesk.



The Housekeeping Staff& their Duties &Responsibilities

The duties and responsibilities of a house keeping staff are as below:

ExecutiveHousekeeper

She is required to coordinate the function of the Housekeeping staff and isresponsible and finally accountable for the cleanliness and maintenance ofthe hotel.

AssistantHousekeeper.

These personnel are responsible for managing the resources as per thedirection to be forwarded by the executive housekeeper. The responsibilityof this particular post includes the cleanliness, maintenance andattractiveness of the hotel.

Public AreaSupervisor.

The garden, the portico, the lobby, the staircase, the corridors between therooms is the public areas. This person is allocated with the duty of lookingafter the cleanliness of these areas along with the outlets and the offices.

Linen roomSupervisor.

She is solely responsible for acquisition, storage, issue and cleanliness oflinen in its various forms.

Desk ControlSupervisor

This person’s responsibility is to receive all complaints, information, etc.,and communicate them to the other concerned housekeeping staff and toother concerned departments.

FloorSupervisor

Is responsible for cleanliness, maintenance and attractiveness of the guestfloor, staircases, corridors, guest rooms, etc.

NightSupervisor

Responsible for handling any aspect of housekeeping at night.

UniformSupervisors

These personnel are closely associated with the Linen Room Supervisorlimiting her attention towards the staff uniform.

LaundryPersonnel

They comprise of Laundry clerk, washers, calendar operators, washingmachine operators etc., under the supervision of linen room supervisor andthe linen room attendants.

Helpers These personnel are found in Laundry, Linen Room, Uniform room assistingthe operation by doing manual work in transporting linen, counting, etc.

RoomAttendants

They comprise of chambermaids and room boys. They are involved incleaning or guest rooms and the bathrooms.

Housemen Responsible for carrying out heavy physical cleaning required in guestrooms and public areas.



Cloak RoomAttendants

Responsible for cleaning, for cleanliness, maintenance and service in publicareas.

Horticulturist This person ensures smooth supply of natural beauty with respect togardening, plantations, flowering of plants, provide consultation of upkeepof outdoor and indoor plants, the spraying of manures etc., to the gardener.

HeadGardener

Supervision of his gardening brigade.

Gardeners They are involved in the actual work of digging, planting , watering of theplants, mowing of the grass, maintenance of outdoor and indoor plants, etc.

The Functions of theHousekeepingDepartment

The functions of the housekeeping department can be broadly divided into

1) Cleaning Activities:a) This is the basic job of housekeeping. They comprise of room

cleaning. For this they have to employ various cleaningequipments and cleaning agents.

b) To achieve highest form of service here one must have knowledgeon chemical constituents of the stains and how they are removed.

c) Here the laundry and linen room is also taken into account so thatbed sheets, towels, serviettes, tablecloths, any linen is spotlesslyclean when given to a guest.

d) The Pest Control section also becomes a concern whileconsidering the cleaning activities by the department.

2) Upkeep and Designing of various Room interiors:The expertise included here are:a) Knowledge on various surfaces- plastics, bakelite, leather, glass,

sunmica.b) Various room and sanitary fittings.c) Floorings and floor finishes.d) Carpetse) Wall coveringsf) Fabricsg) Furniture.h) Upholstery & soft furnishingi) Beds and beddings.

3) Other Miscellaneous Functions:They can be like providing valuable supports in theme nights,banquet arrangements, maintenance of records of lost and found guestarticles, etc.



The HousekeepingCleaning Operations –The Cleaning Suppliesand the equipments.

After the housekeeping floor supervisors are allotted with the floors alongwith their team of room attendants they would come to their respectivefloor and arrange their equipments needed to clean the rooms.

The equipments area) A housekeepers caddieb) Trolley

A caddie is a handheld carrying case that can be easily brought into theguest’s room.

A caddie will be ideally made up ofGlass cleanerBathroom cleanerMultipurpose cleanerBath amenities – shampoo, conditioners, soaps, etc.

This is put in the trolley which would carry towels, bed sheets, glassestumblers, vacuum cleaners and other items required to clean the room.

Each night these trolleys and caddies are restocked by the floor supervisorand the attendants to the trolleys and caddies stationed in their own floorso that the morning staff do not have any difficulty in preparingthemselves for cleaning.

After the room is cleaned the housekeeping supervisor would check theroom with respects to:CleanlinessMaintenance ProblemsBathroomsGuest supplies in the roomsSupplies in the BathroomsLinen.

In addition there are room inspectors who check the rooms in random tofind out if anything has gone out of notice and the concerned floorsupervisor and the chamber maid is asked to replenish them immediately.

The Cleaning Schedules Basically there are three types of cleaning:

a) Regular Cleaning: It comprises of those areas which are cleaneddaily. The rooms, lobby, outlets are the bestexample where the regular cleaning isrequired.

b) Periodical cleaning: Cleaning of those areas which are not soiledRegularly. Example the fountain in the



garden, or marbles walls near the elevator.However to perform the routine cleaning aregister maintaining the records of when suchareas last cleaned is maintained.

c) Spring Cleaning: It includes complete renovation of roomsright from changing its colour schemes,décor, theme, lighting arrangements, etc.

It is believed that the word has been derivedfrom the season “spring” which sets thepeople to action after a long lifeless wintermonths.

Layout of Guest Room

T

Door

Cor

rido

rL

ugga

ge &

Sho

e R

ack

Electrical SwitchBoard

Double Wardrobe

Mini Bar

Dresser

WashRoom

StudyTable

Curtained Glass Window

TV

Double Bed

Sofas &Centre table

Bed Side Table

Bed Side Table

Toilet Door

Cor

rido

r



The Guest supplies &amenities in a GuestRoom -

The amenities and the number & type of guest supplies would vary fromhotel to hotel, depending upon the standard and the type of clientele.

The general supplies that are provided are:Groups ItemsClothes &Accessories

Bathroom slippers, Hands free audio, Shower Cap,Bathrobe, etc.

Stationeries Pens, Pencils, Erasers, Writing Pad, Envelopes,

ConsumableBeverages –complimentary orchargeable

Small Bottles- Beer, Alcoholic Beverages, SoftDrinks, Mineral Water, Packaged Drinking Water.Hot Beverages- sachet of Tea, Coffee, DrinkingChocolates with Sugar and Milk sachet. OtherPacked products.

BathroomSupplies

They include:- Hand Soap, Toilet Soap,Shampoos, Moisturisers, Tooth Brush, ToothPaste, Shaving Cream, Razor, Shaving Blades, etc.

The amenities and the layout of the room is:

A: Bedroom1. The room opens from a corridor.2. At the entrance of the room is a narrow passage which is called the

vestibule.3. At one side there would be provisions for keeping shoes and luggage.4. Opposite to it lie the bathroom and the switch panel.5. Continuing down the room, one side will open up to a space and the

other side will be walled.6. The side where the wall is there, there will be:

a) Mini bar keeping all alcoholic, non alcoholic beverages andpackaged items; on top of which the arrangements for tea andcoffee will be kept

b) A dresser consisting of a large sized mirror and a rack will benext.

c) The study table- which would have – stationeries, study lamp,year planner. In the drawer there will be candle, candle standand a match box.

7. At the rear end of the room from the corner of the one end of the wallto the other would be a curtained window. Usually there would betwo types of curtains.a) Heavy Curtain: These are used in night to prevent the room

being seen from the dark when the light in the room are switchedon.

b) Sheer Curtain: The ones which are light in nature and are used

CORRIDOR

101

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104

108

107

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The Arrangementof Guest Rooms

Key

101

Doo

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Room No.



during the day time to allow the sunlight to come in.8. At the center, just after the study table there would be a sofa and a

coffee table. On the table there may be a flower vase with flowers, orflower and fruit basket with a welcome note, cookie tray, tent cards,magazine, newspaper, ashtray, and matchbox.

9. The other corner of the room there will be a television set.10. Bed side Table: Depending on the number of beds there would be the

number of such tables. For a single room there would be only one fora twin or double room there would be two. The Bedside tables wouldhave the phone, lamp, in-house and outside telephone directory, roomservice menu card, The Holy Bible/Gita/Quoran – holy books, scratchpads, pen, ash tray with match box room service breakfast menucards, etc.

11. Bed – it will be covered with pillows and mattresses and bed sheets.There would be lamp fittings at the top over the wall near the headrest. On each side of the bed there would be mattresses with slippers.

12. Wardrobe with hangars – for keeping guest clothes. It would alsohave extra pillows and blankets inside.

13. A rack for face towels.14. Rack for hanging bathrobe.

B: Bathroom

1. The bathrooms would have a wash basin with provision for keepingthe bathroom supplies.

2. Water closet with a sanitizing wrap stuck or attached which says“sanitized for your protection.”

3. Bidet- a low wash basin attached with taps and faucet that allows oneto sit and clean his bottom.

4. Bathtub which includes shower curtain, bath soap, shampoo,conditioner bubble bath, bathmat, towel rack with bath towels, handshower, running hot and cold water.

5. Depending upon the standard there may be provision for steam andsauna baths.

The VIP supplies &amenities in a VIP GuestRoom

In the Room:a Bathrobe with the guest’s name embroidered on it.

Full bar set-up in form of full fledged bar with premium beverages inbigger sized bottles, fridge and working table, coffee table,appropriate beverage glasses.

b Personalised stationeries, with the VIP’s name printed on theenvelope, writing pad, etc

c Elaborate flower arrangement.d Big elaborate fruit basket, cookie/chocolate platter.e Welcome note on tent card specially signed by the general Manager.

In the Bathroom:



a Special Toiletries which includes expensive soaps with choices, aftershaves and perfume bottles.

b Extra luxurious bath towels with the name of the guest embroideredon it.

Room CleaningProcedures

The best sequence is:a) Switch of all electrical gadgets – air conditioners, room warmers

electrical fans sound systems, etc.b) Draw the curtains; open the windows to air the room.c) Turn mattresses side to side on the following day followed by end to

end. Smooth out the mattresses to air it and make the bed for the day.d) Remove all soiled linen from bed and bath and dump in the linen

hamper ensuring there is no guest articles trapped within those linen.e) Check the equipments; if there be any disorders, report it to the

maintenance.f) If the guest has departed, check nay lost and found articles and report

the same to the Control Desk.g) Inform Room service to clear any soiled trays lying in the room.h) If the cleaning is not done by vacuum cleaner then brush the carpet

first to enable the dust to settle while doing the other tasks.i) Clean the bathroom.j) Empty all ashtrays into the waste bin.k) Collect other trash papers from the table and throw then into the

waste bin.l) Arrange guest clothes if they are lying outside in the wardrobe.m) Re-arrange all loose pares and magazines on the desk.n) Clean all the surfaces by applying circular motion with a dry cloth

specially the corners.o) Collect dust in a dust pan without lifting dust in the air.p) Use stiff brush or vacuum cleaner for cleaning upholstered furniture

arms, backs and seats.q) Dust and replace each item on the dresser top. Special attention must

be given on display or publicity materials.r) Replace stationeries as prescribed by the management.s) Clean the lamp shades with clean, dry duster.t) Disinfect the telephone and check its dial tone.u) Dust closet, shelves, hangers, and rods.v) Supply new laundry bagsw) Dust both sides of all room doors, base boards, window sill, inside

and out.x) Close the windows.y) If the vacuum cleaner is used it may be used now for vacuuming the

carpet as against brushing the carpet as told earlier.z) Before giving the last look, switch on the air conditioner or room

warmer at the minimum for rooms cleaned after the guest haschecked out; or else, if the guest is staying in the room leave thetemperature as it was set by the guest.



Mattresswith

Protector

Bed sheet (1)

Placed right side up

Bed sheet (2)

Placed right side down

Blanket

Constituents of a Normal Guest’s Bed



The make up of a Bed&The Bed MakingProcedure

A guest’s bed consists of the following in the order, from bottom, asbelow:

1. Mattress2. A protector on top as a cover3. A bed sheet right side facing up4. Second bed sheet with the right side facing down5. Blanket.

The Bed making procedure:a) Remove the soiled sheets and pillow cases and shake out

individually.b) Turn out mattressc) Shake out the mattress protector and relay it on the mattress.

Change if smelling or soiled.d) Open out a fresh bed sheet, spread firmly over the mattress, taking

care, the centre crease runs through the middle. Tuck it securely atthe head, the foot and the sides.

e) Open out fresh top sheet and distribute it over the lower bed sheet,with its topside facing downwards. Pull the sheet towards theheadboard and tuck it at it foot.

f) Open out the blanket and spread it all through evenly, ensuring thelabel of the blanket is at the bottom. Pull it up by 4 inches from theheadboard.

g) Give one fold of the top bed sheet over the blanket and fold thesheet with the blanket once again.

h) Tuck the blanket and the sheet at the sides and the corners at thefoot are folded after being mitred.

i) Cover pillows with fresh pillow slips. Fluff the pillow and even outpillow slips.

j) Cover the completed bed with bed spread ensuring the right side isfacing up and the sides are falling out evenly. Keep extra bedspread towards the head board to crease in between the pillows soas to make it look appealing.

k) Fold the extra blanket so that the hotel’s logo appears at the top.Place it in a plastic bag and keep it in the upper or lowermost shelfof the wardrobe.

The Evening Service-Turndown Service

The turndown service is a service done in the evening to make the roomlook warm and inviting to the guest.

The common procedure is:1. Check if the DND (Do Not Disturb) board is not hanging from the

knob.2. Knock at the door and enter as per the prescribed procedure.3. Check all the bulbs are functioning.



4. Draw the heavy curtains5. Tidy guest clothes if they are lying out and hang them in the

wardrobe.6. Take off bed cover, fold neatly and store in the room cupboard either

in the topmost or in the lowermost shelf.7. Fold one corner of the blanket to enable the guest to slide into the

bed.8. Place the breakfast doorknob card, rosettes, and chocolates on the

pillow.9. Remove soiled glasses and bottles if any.10. Replenish the water flask with drinking water.11. Replace soiled towels.12. Empty and clean ashtrays and waste baskets.13. Replace missing toiletries and other supplies.14. Turn of all lights except the passage lamp/night lamp as prescribed.15. Put on a soft music to play.16. Lock the door properly.

027A-FOOD PRODUCTION- THE ORGANISATION CHART


SOUS CHEF

CHEF DE PARTIE

CHEFGARDE MANGER

CHEFLEGUMIER

CHEFPOTAGIER

CHEFSAUCIER

CHEFPATISSEUR ETBOLUANGER

ASST. FOOD & BEVERAGEMANAGER-SERVICE OR

F&B SERVICE MANAGER

EXECUTIVE CHEF

CHEFPOISSIONER

CHEFPETIT

DEUJENER

CHEFROTISSEUR

CHEFTOURNANT

SECRETARY CUM TYPIST

FOOD & BEVERAGEMANAGER

CHEF DEBANQUET

CHEFD’INDIENNE/

INDIAN COOK

CHEFTANDOOR/TANDOOR

COOK

CHEFENTREMETSD’INDIENNE/

HALWAI

CHEF DEKARI/

CURRYCOOK

CHEFCOMMUNAR

CHEFENTREMETS

COMMIS/APPRENTICE

ABOYEUR/BARKER PANTRYMAN/

STILLROOMIN-CHARGE

UTILITY STAFF

027-FOOD PRODUCTION- ORGANISATION


Introduction The type of staff arrangement in a kitchen depends upon the type of outlet andthe menu it serves. As for example, a multi cuisine restaurant will have moreelaborate kitchen having more sections than a particular ethnic restaurantserving dishes of a particular region.

The sections of a kitchen can be according to the requirement:

The sections of a large restaurant are:

a)Larder/Garde Manger:

This is the cold section of the kitchen.

The purpose it serves arei) Storage of perishable food materials both raw and cooked, where food as

meat, fish, games are prepared and made ready for cooking.This section has a butcher who prepares and dresses the meat and poultryand a fishmonger who does the de-scaling, filleting and crumbing of fish.

ii) Area for preparation and dressing of raw materials.iii) Area for preparation and dressing of cold hors d’oeuvres, cold dish or

meat dishes, cold salads, dishes for cold buffet, etc.

The Section is headed by Cold Cook (Chef de Froids).

b)Sauce Section The functions of this section are:

i) Providing all meat, and poultry, game and offal dishes with exception ofthose that are plain, roasted or grilled.

ii) All meat dishes are cooked and garnished.iii) Provide all basic and finished sauces served hot, that are generally

required by all the parties in the kitchen.iv) Preparation of dishes that come under “Plat du Jour” Menu.v) Preparation through cooking methods such as braising and boiling.vi) Mise-en-place for the dishes on the Banquet Menu.

The section is headed by Sauce Cook (Chef Saucier).

c) Roast Section The functions of this section are:

i) Providing all roast dishes of meat, poultry and game.ii) Preparation of grilled dishes of meat, chicken offal and fishiii) Preparation of a number of dishes, including fish, which require roasting

and grilling.iv) Deep fat frying of food items.v) Preparation and finishing of savouries.

The section is headed by Roast Cook (Chef Rôtisseur). The grilled dishesare however delegated to the Grill Cook



d)Fish Section This section is responsible for:

i) Provision of all fish dishes with exceptions of those that plain, grilled ordeep fried.

ii) As a part of mise en placea) The preparation of the following basic sauces: béchamel, white

wine sauce, fish veloute, hollandaise and melted butter.b) Preparation of a number of garnishes, which are required to be done

before the service in each service period. As there are so manyvaried preparations of fish dishes, the mise en place got to be veryextensive. This helps in preparation of number of dishes likemeunière and poached.

The section is headed by Fish Cook (Chef Poissonnier).

e) VegetableSection

The vegetable section

i) Prepares and dresses, which involves cutting in different shapes and sizesaccording to the requirement, peeling, cleaning and trimming, thevegetables for cooking

ii) Prepares all vegetable dishes that are served separately as a course.iii) Before each service period, everyday, prepare, cook and refresh various

quantities of vegetables and keep them in the refrigerator.iv) Cooks different types of potato dishes, finished at varying degrees and

are kept ready before service.v) Prepares vegetable garnishes and transferring them to other sections.vi) Cooks various savoury egg dishes specially omelettes of various types –

plain, garnished, stuffed and flat round.vii)Prepares Italian pastas, except noodles. Items like spaghetti, rice,

macaroni are prepared here and send to other sections for garnishes.

The mise en place of this section is carried out according to the menurequirements.

The section is headed by Vegetable Cook (Chef Légumier).

f) Soup Section The responsibility of this section is to

i) Prepare all basic stocks.ii) Prepare all soups such as consommés, broths, puree, veloute, cream,

chowder and bisque.iii) Prepare cold soups and consommés and pass to the larder for service.

The garnishes come from the larder and vegetable section.The section is headed by Soup Cook (Chef Potager)

g)Indian Section The Indian Section is responsible for preparation of various Indian dishes.

The section may be sub-divided into sub-sections according to the dishesmentioned on the menu. The sub sections can be



All sorts of Indian breads (chappaties, phulka, poories, bhathura) and riceand rice dishes- (pulao, biriyani, khushka), etc.Vegetables (bhajees and curies).Meat (including egg dishes).Tandoor (Seekh kebab, boti kebab, Tandoori chicken, Indian breads –nan, kulcha, Tandoori roti.)Indian sweets (Halwai) – (jalebis, rasgullas, rabri, malai).

Further more a huge part of the Indian population is vegetarian. Keeping suchrequirement in view there can be a sub-division of Vegetarian Section andNon-Vegetarian Section.

The section is headed by Indian Cook (Chef Indienne). The sweet cook isknown as Halwai Cook.

h)Pastry Section The work of this section is normally separated from the main kitchen and isindependent in the matter of cold storage.

The functions include preparations of:

i) All hot and cold sweets comprising of puddings and soufflés forlunch and dinner.

ii) Pastries and cakes for afternoon tea and other occasions.iii) Various pastries – short crust and puff – patties and pastry cases for

stuffing of various savoury dishes, for the sauce and the vegetablesection.

iv) Frying batters for making noodles which is passed on to othersections.

v) Sorbets and water –ice.vi) Ice creams and ice cream based dishes, excluding ice cream based

beverages.vii) Sweet omelets, coloured sugars for garnishes in cakes or to make

flower baskets, icing sugars, fondants, and other forms of varioussugar based decorations.

viii) Where such section has a bakery then preparation of Bread rolls forlunch and dinner and various types of bread- white and brown,croissants, muffins, etc. for breakfast, which is passed over to the stillroom for dispensing during those service periods.

The section is headed by Pastry Chef (Chef Patisserie). Where there is abakery there would be a Master Baker (Chef Boulanger).



The Duties of Various Production Staff

a) The ExecutiveChef

He is the head of the kitchen. The word “chef” in English meansKing. He carries the full responsibility and must be a person who canhold command both in administration and also production of variousdishes.

He is the departmental head and is responsible to the managementwith respect to:

a) Maintaining the food cost and work in accordance with thepolicy of the organisation.

b) Staffing and organisation of duty rosters,c) Requisitioning selection, and dismissal of staff in consultation

with the HR- department. If required he should train the cook(s).d) Aid the Materials Department with purchase of kitchen raw

materials by appraising them with information like standardspecifications, price, quantity to be delivered, etc.

e) Maintaining the quality of food and its presentation.

b) Sous Chef The functions of Sous Chef are:i) Assisting the Head Chef in all respects.ii) Supervising the service in the kitchen.iii) Organizing efficient day to day service in the kitchen.iv) In absence of Chef he can re-orgainise the roster to relieve

pressure.

In large organisation there can be a number of sous chefs, especiallywhere there are separate kitchens like grill room, restaurant, banquetservice, etc.

c) Chef de Partie Each section of a kitchen like roast, soup, vegetable there is a Chef dePartie, under whom there are cooks like roast cook, vegetable cooketc., commis, porters to assist.

All the chef de parties may be regarded as the supervisors or foremanof the section who can supervise and cook.

d) Barker This person is responsible for calling out the order to differentsections and co-ordinate the service between the kitchen hot plate andthe food service outlets.

e) Sauce Cook The cook is responsible for making various sauces and prepares meatdishes that do not undergo roasting or grilling. He is the future SousChef and may be the Head Chef in the making.

f) Roast Cook He is responsible for all roast and grills of meat, poultry and game,grilled and deep fried fish, deep fried vegetable, potatoes and



savouries. He prepares sauces and accompaniments for roasts andgrills. In large establishments there may be a separate grill cook whowould work under the supervision of roast cook.

g) Fish Cook The fish cook prepares all the preparation of fish except those whichare deep fried and grilled. The fish prepared for cooking may comefrom the larder and the Chef here does the cooking, garnishing,saucing and the dishing of the fish.

h) Soup Cook The soup cook prepares all type of soups and is responsible for itsgarnishes accompanying it. He may have to start his work early andcommands an important position because the soup give an impressionto the customer the about the type of preparation of the other dishesto follow.

i) Larder Cook The larder involves a wide range of work and the larder cook is thebusiest chef. The larder has various sections, viz. the cold kitchen,butchery, and store, in each where the larder cook has to supervise.Apart from storing various prepared and raw food materials of thekitchen, he also has to supply various carcasses of butcher’s meat,poultry, game and fish cleaned and dressed according to thespecification. Providing with hors d’oeuvres, cold consommés,sandwiches and canapés, cold buffet, salads etc. from the cold kitchenis also his responsibility.

j) VegetableCook

He is responsible for production of various vegetable dishes andpotatoes.

k) Pastry Cook The pastry cook commands a different status which is no less than thelarder or the sauce cook. He works independently and his job isspecialized. He prepares hot and cold puddings, cakes, pastries,breads, bread rolls, etc. he is also responsible for making variousdecorative objects from sugars and also for supply items of pastries tothe main kitchen.

l) Banquet Cook In many large hotels banqueting is a regular and prominent featurethat earns a considerable amount of business. Therefore, it becomesnecessary to have a separate brigade consisting of a Banquet Chefassisted by one or two commis.

Though there may be a separate section for the banqueting chef towork, but sometimes he may have to move his service staff from onepoint to another, like he may have some cold buffet display to beprepared at the larder, and then he may have to come to the Pastry forto complete a sweet dish.

While carrying out his job he is required to

a) Co-ordinate with the banquet manager and organize the service.



b) Know the time for the party, number of persons attending thefunction, special dishes required and any special instructions thatare with the waiters.

c) Co ordinate with the Chefs de Partie with supplying of variousdishes.

d) Provide with the dishes and service on timee) Ascertain the number of dishes coming from various sections.f) Know what dishes are finishing and replenishing the same while

the service is on.g) Make necessary arrangements to carry out completion at service

points.

m) Relief Cook The relief cook takes over the duty in a section when its chef goes forleave or has his day off. This person is usually a senior commishaving capability and knowledge of various dishes prepared invarious sections.

n) BreakfastCook

The breakfast cook starts his day early. He is not in the rank of chefde Partie but he is required to be skilled enough within his limitedfield. He is responsible for the breakfast service. After the breakfastservice is over he makes the mise en place for the service for thefollowing morning. Apart from his breakfast duties he may also assistthe soup and the vegetable cook.

o) Staff Cook In smaller establishments the duty meals for the staff is prepared bydifferent chefs de partie. In large hotels there is a separate kitchenthat prepares the meals. The food is meant for lower or supervisorystaff. The executives eat their meals in restaurants. While preparingmeals the chef must see that the dish is wholesome but inexpensive.Staff.

It may be noted here that nowadays such requirement is being lookedafter by a staff canteen.

p) Kitchen Porter This section is responsible for carrying out various duties apart fromcooking, as and when required. It is headed by the head porter whocontrols the issue and collection of kitchen linen – staff uniform,dusters, etc., from the laundry. Although the job require a very littleskill, but nevertheless by proper training and monitoring they canbecome a valuable member of the brigade.

q) Commis The commis are those who have joined after graduating themselvesfrom catering schools. The lowest category being commis III formwhere they are required to come to the position of commis I.

Apprentices are those who join without any qualifications.

028A FOOD PRODUCTION- THE METHODS OF FOOD PREPARATION & COOKING


Aims & Objectsof Cooking

The cooking renders the food to

A be Sterilized – The growth of bacteria flash rapidly as the foodreaches the temperature of 40° Celsius and isfinally muted when the food is subjected to atemperature of 45°.

B be EasilyDigested –

Complex foods are often split into simplersubstances during cooking. This helps the body toabsorb and utilize the food more easily and readilythan raw food.

C be Palatable The food substances taste better when cooked.

D be Attractive inAppearance

It makes the food look better and hence make itappetizing.

E be in Variety It brings variety. Many types of dishes can beprepared with the same basic ingredient.

F provide aBalanced Meal

Various ingredients that are added combinetogether to provide the human body with nutrientsin balanced proportion.

The CookingMaterials

The ingredients that are used in cooking include:

A Foundation Ingredients – The food contain certain nutrients which maybe present in varying proportions or a particular a particular nutrient maybe only present which are essential for human body. They includecarbohydrates, proteins, fats, minerals & vitamins whish act differentlyaccording to their characteristics when hear is applied.

B Cooking Medium: They are fat, water etc in which the food is cooked.

C Raising Agent: They consist of materials which incorporates the air insidethe food and allows it to be light and fluffy.

D Eggs: The uses of eggs are numerous. Apart from adding to the nutritivevalue of the food or improve the flavour and colour or even used todecorate a dish, they also can be used as below:i) When beaten they incorporate air and when that is added to the food

the food is light.ii) It is used as binding agentiii) As thickening agent



iv) As a coating in fried foods.v) As an enrichment of a dish.

E Salt: The uses of salts are:

i) Provide with a mineral that is essential for the body,ii) They improve the taste of the dish,iii) Softens certain food,iv) Acts as preservativev) It speeds in coagulation of proteinvi) Lowers the freezing point and increases the boiling point of a

substance.

F Liquid: The uses are:i) Binds dry ingredients togetherii) Helps the food to mix together and give uniformity to the dish.

G Flavourings & seasonings: It accounts for the taste of the food.

H Sweetening: This is not as essential as salt but the lack of it will affect thetexture of the food.

I Thickening: These items make gravies thick and give the desiredconsistency.

Texture By texture it is meant to what extent the food is crispy, soft, hard etc.

The Methods ofCooking

The Different methods by which a food can be cooked are:

A Roasting Cooking on open fire where the food is brought in directcontact with the flame (barbeque) or cooking in a closedchamber (in an oven) where the food is subjected under openheat with fat.

B Baking Cooking of food by hot air in closed oven.

C Frying Cooking of food by direct contact with hot fat or oil.There are three types of cooking:

Shallow frying: Cooking in very little fat or oil.

Deep Fat frying: Cooking food where the food is submergedin fat.

Sauté: Its stir frying where the fat is just smeared on theutensil where the food is cooked.



D Boiling Food is cooked surrounded by boiling water or any liquid.

E Poaching Cooking food in very little water.

F Steaming Cooking food by steam.

G Stewing Gentle method of cooking food in closed pan in a smallquantity of liquid.

H Smoking Cooking food by smoke. The smoke imparts flavour anincreases it shelf life.

I Braising This is a combined method of roasting and stewing. In aclosed pan with a tight fitting lid.

J Grilling Cooking food under a direct heat in a griller.

K Broiling Cooking food by direct heat in a pan where the heat comesfrom the bottom.

028B-FOOD PRODUCTION- THE BASIC COOKERY- STOCKS, SOUPS, GRAVIES & SAUCES


Stock Stock is an unsalted flavoured & nutritious liquid extracted from meat, fishor vegetables and are used as foundation for sauces, soups and stews. Theyare made by simmering the ingredients in water on a slow fire overnight forabout 12 hours and continuously the scum formed is being removed till allthe nutrients are extracted. Mainly fresh bones of meat with portions of fatremoved, cuttings from fish or peels of vegetables are used. Depending onwhat ingredients used they are termed as Meat stock, Fish stock orVegetable stock. The liquor thus obtained is separated either by decantationor strained by passing through a sieve.

There are two basic stocks:(a) White Stock: Discarded, but not stale bones are added to cold water.

As flavouring peels of carrots, onions, bay leaf, parsley, etc areadded. The mixture is simmered submerged in cold water. Wholevegetables and aromatic agents are added to flavour.E.g. of Stock: Chicken Stock, Veal Stock, etc.Uses: Soups: – Chicken Velouté Soup, Velouté oh White Bait, etc.

Sauces:- Velouté Sauce, Court Bouillon (poaching liquor forfish), Cucumber sauce

(b) Brown Stock: The bones are fried or roasted and then submerged incold water with other aromatic ingredients – parsley, carrots, bayleaf etc. The colour imparted is brown and hence called as BrownStock.E.g. of Stock: Beef Brown Stock, Mutton Brown Stock, etc.Uses: Soups: – Any Consomme, French Onion Soup etc.

Sauces:- Espagnole Sauce, Devilled Sauce, Brown Chaud-froid Sauce.

GraviesGravies are basic liquid foundation in Indian Cookery. They are of threebasic types – White, Tomato (Red) & Brown.

a) White Gravy:1. Grind dry together: cashew, peanuts and bread.2. Grind wet together: onion, ginger, chilies, and poppy seeds with

milk.3. Heat fat in a heavy pan; add onion mixture, sauté for 3-4 minutes.4. Add curds and cook, stirring continuously till whiteness of curds

disappears.5. Add milk, bring to a boil, add sugar, salt, dry mixture, spice

powder, cream.6. Stir gently till boil resumes. Add vegetables, etc. at this stage.7. Cook covered for few minutes till thickened.8. Garnish with grated cheese, coriander and cherries

E.g. Chicken Shajahani, Mutton Rezalla, Mirchi ka Salaan, etc.



b) Red Tomato Gravy:1. Dry roast peanuts or cashews lightly. Dry grind coarsely.2. Semi puree of tomatoes and capsicum together. This should be

done in a food chopper or grated.3. Chop onions very fine or run in a chopper.4. Heat oil or ghee in a heavy pan.5. Add ginger garlic and stir for a moment.6. Add onions and stir fry till light pink.7. Add tomato capsicum puree, stir bring to boil.8. Add all other masalas, salt, sugar and crushed nuts. Stir.9. Add veggies at this stage. Mix.10. Cover and simmer till gravy is thick and fat starts separating.11. Garnish with coriander before serving.

E.g. Chicken Butter Masalla, Paneer Butter Masalla, etc.

c) Brown Gravy:1. Dry roast wheat flour to a light pink, stirring continuously. Keep

aside.2. Heat oil, add onions, fry till well browned. Drain well by

pressing, putting back oil in pan. Cool onions a bit. Grind inmixie. Keep aside.

3. In remaining hot oil, add cumin seeds allow to splutter.4. Add asafoetida, capsicum, ginger, and garlic stir fry for a minute.5. Add all dry and ground masalas, flour, stir well.6. Add tomatoes, tamarind water, salt, and stir.7. Simmer till gravy is thick and oil starts to separate.8. Add prepared basic ingredients- prepared meat/fish/vegetables

and stir, keep cooking for 2 minutes.9. Finish with a garnish of chopped coriander leaves.

E.g. Chicken Curry, Aloo Dum, etc.

Sauces Sauces play an important role in the continental cookery.

The importance of a sauce are as follows:

a) It balances the taste of the dish.b) It adds to nutritive requirement.c) It adds to flavour of the dish.d) It enhances the taste of the dish.e) It moistens the food.f) It acts as digestive.g) It sometimes they give the name to the dish.h) It acts as an eye appeal.



In continental cookery there are six basic (mother sauces). They are socalled because all other sauces are derived from them. They can be eitherhot or cold. Their basic ingredient is flour, tomato, or egg.

They are:

Basic IngredientFlour Tomato Egg

(a) Béchamel Sauce (a) Tomato Sauce (a) Mayonnaise Sauce(b) Velouté Sauce (b) Espagnole Sauce (b) Hollandaise Sauce

A brief description of how they are made and their ingredients used aregiven below.

(a) Béchamel Sauce:

Ingredients required : Flour, Butter, Milk

Method: This is prepared by making a white roux out of flour andbutter in equal quantity, till it reaches a sandy texture. Milk is addedlittle at a time and stirred to avoid lumps. An onion with clove andbay leaf is added for flavour. Seasoning is added to taste. This is thenpassed through a fine strainer.

Derivatives: Parsley Sauce, Cheese Sauce, Egg Sauce

(b) Velouté Sauce :

Ingredients required : White Stock (made out of chicken, fish orbeef), Flour, Butter

Method: It is made by adding white stock made from chicken, fish,beef, etc., to brown roux. The Velouté is named according to thetype of stock added. If made from chicken stock it is called aschicken Velouté , from fish then fish Velouté , from beef, then beefVelouté .

Derivatives: Supreme Sauce, Sauce Aurore, Sauce Normandy.

(c) Tomato Sauce :

Ingredients required: Fresh Tomatoes, bacon, chopped onion andgarlic, brown stock, light brown roux.

Method: Blanched, de-seeded, chopped tomatoes are cooked inbrown stock with chopped carrots, onions, garlic, and bacon. Themixture is then passed through a sieve and thickened with light



brown roux.

Derivatives: Neapolitan Sauce, Barbeque Sauce, Allemande Sauce

(d) Espagnole Sauce :

Ingredients required: Tomato Puree, Flour, Butter, Brown Stock, andMirepoix (a mixture of herbs- bay leaf, thyme, etc mixed withflavouring agents –onions. Carrots, peppercorns and bacontrimmings and sautéed vegetables)

Method: A brown roux is made with flour and butter. Tomato pureeis added to make the mixture smooth and avoid formation of lumpson a gentle fire. The product is then simmered for 4 to 6 hours.

Dérivatives: Sauce Robert, Reformé Sauce, Piquant Sauce

(e) Mayonnaise Sauce :(It is the only basic cold sauce which is not cooked)

Ingredients required: Salad Oil, Egg Yolks, Seasonings (Salt,Pepper, and Mustard), Vinegar or Lime Juice.

Method: Salad oil is incorporated into the beaten egg yolk. It isseasoned with salt, pepper and mustard and the taste is sharpened byvinegar or lime juice.

It is extensively used as dressing for cold hors d’oeuvres, and salads.

Derivatives: Thousand Island Dressing, Cocktail Sauce (used in shellfish cocktails), Tartar Sauce, Sauce Alexander, Vinaigrette Sauce.

(f) Hollandaise Sauce :

Ingredients required: Peppercorns, Vinegar, Egg Yolk, and MeltedButter.

Method: Vinegar and peppercorns are reduced. It is then transferredto a double boiler when egg yolks are added. The mixture is cookedon a gentle flame, stirring all the time with a wooden spoon to avoidformation of lumps till it attains a thick consistency. Finally it isfinished with melted butter which is blended uniformly.

It is a warm sauce used extensively with grilled or baked fish, eggsand vegetables.



Derivatives: Chorion, Charcutière, Béarnaise.

Soups Soup is defined as extracts of meat, fish or vegetables.

They can be classified as under:

Classification of Soups

Introduction Soups are broadly divided into two categories:

a) Hot Soups: - The ones that are served hot.b) Cold Soups: - The ones that are served cold.

Examples of Hot Soups:

i) Thick hot soup: -Cream of Tomato,ii) Thin Hot Soups:- Consommé Clear \

Examples of Cold Soups

SOUPS

THIN THICK

COLD

THIN THICK

HOT

VEGETABLECREAM SOUP

FRUIT CREAMSOUP

COLD/JELLIEDCONSOMME

(UNPASSED)BROTH

(PASSED)CONSOMME

PUREE CREAM VELOUTE CHOWDER BISQUE

PASSEDCONSOM

ME



i) Thick Cold Soup (also termed as cold or jellied consommé):-Melon Soupii) Thin Cold Soup: - Cold Consommé.

Classificationof Hot Soups

The hot soups may be classified as

A Thin hot soupsB Thick hot soups

A The thin hot soups may be classified as:a) Brothsb) Hot Consommés

a) Broths: These contain the ingredients, meat, vegetables and chicken,cut into regular shapes, by which they are made in suspension in thesoup which makes it look cloudy.E.g. Scotch Broth, Minestrone

b) Hot Consommés: They are richly flavoured clear soups. It is madefrom beef, mutton or chicken stock to which lean meat (fatless meat)is added along with finely chopped or diced carrots, onions,seasonings and egg whites. It is brought to boil, then simmered andthen reduced. The protein in the egg white and mat coagulates andbind most of the cloudy material which renders a clear liquid which isthe strained through a muslin cloth.

These consommés take the name from the garnish by which they aremade.E.g. Consommé Breton, Consommé Carmen, Consommé Royale

B The thick hot soups may be classified as:a) Pureeb) Creamc) Veloutéd) Chowdere) Bisque

a) Puree: These are pulps of vegetables like carrots, peas, spinachturnip, tomatoes and potatoes. Except the starchy vegetables, othersneed extra thickening agent to be added to give a body to the soup.E.g. Tomato Puree, Puree of Green Peas, etc.

b) Cream: These soups are blended with béchamel or Velouté saucewith the puree of vegetables, meat, and poultry. Milk may be addedto reduce the thickness and to give an even consistencyE.g. Cream of Chicken, Cream of Cauliflower, etc.



c) Velouté : This is prepared by a blend of stock, roux and puree andfinished with mixing cream and egg yolk which enhances the tasteand the texture.E.g. Chicken Velouté Soup etc.

d) Chowder: These soups thick heavy soups from America. Their basesare tomato or milk with seafood, potatoes, onions, pieces of baconand various seasonings for flavour.E.g. Oyster Chowder, Prawn Chowder etc.

e) Bisque: This is puree or shellfish in fish stock thickened with creamor rice. It is a hot thick soup to which wine is added to flavour.E.g. Crayfish Bisque, Crab Bisque, Lobster Bisque etc.

Classificationof ColdSoups

The cold soups may be classified as

A Thin soupsB Thick soups

A The thin cold soups are cold consommés made in the same way as thehot consommés, but then later chilled to jellied consistency.E.g. Consomme Madrilène, Consomme l’essence, Consomme en tasse.

B The thick cold soups are cold creamed soups which are essentiallypurees of vegetables or fruits thickened with cream.E.g. Vichy Choise, Melon Soup.

InternationalSoups

Soup Country of OriginMinestrone soup ItalyGreen Turtle Soup EnglandFrench Onion Soup FrancePetite Marmite FranceMulligatawny soup India.

029-FOOD PRODUCTION- A BRIEF KNOWLEDGE ON FOOD MATERIALS


Potato Preparations

Introduction Potatoes make an important accompaniment in continental cuisine.They are used as hors d’oeuvres or as an accompaniment to the maindish or can form as a dish by itself in the vegetable course.

01 AllemandePotato

Cook potatoes in their jackets, peel and cut into thick rounds and wellbutter. Serve hot.

02 Allumettes(Straw Potato)

Cut potatoes into match stick shapes fry in deep fat. Add salt justbefore serving.

03 Anna Potato Cut potato in cylindrical shape into slices of 1/16” thick. Grease Annamould with butter and cook in the oven.

04 Arlie Potato Mashed potato, scooped out from baked jacket potato which is mixedwith chopped onion, butter and cream and then piped back into theirjackets and put under a salamander with cheese topping.

05 Baked Potato(au Four)

Wash and wipe equal sized potatoes with their skins. Place in a bed ofsalt and bake in oven. When cooked make slits- cross and open bypressure from either sides. Place a dot of butter and a sprig of parleyand serve hot.

06 BoulangerPotato

Slice potatoes and onions and sauté. Season, add stock and cook inoven.

07 Chateau Potato Turn the potatoes to the shape of large olive, blanch, sauté in butterand place in the oven for finishing and cooking.

08 Chips Cut slices of potato very thin. Deep fry till golden brown.

09 Cocotte Potato Pick small sized potatoes. Turn them into shape of olive, blanch, sautéin butter and place in the oven for finishing and cooking.

10 CreamedPotato

Cook potato in shallow water, peel and slice. Moisten with milk andbutter. Season and bring to boil. Add cram before serving.

11 Del MonacoPotato

Cut potato in dices in ½”. Place in a tray, add milk, sprinkle breadcrumbs, dot with butter and place in the oven for cooking.

12 Duchess Potato Mash potato with egg yolk, milk, butter, nutmeg and seasoning. Stirwell till it leaves the side of the pan. Pipe the mixture (appareil)mixture into rosettes, brush eggs and put in the salamander to brownon top.



13 FondantesPotato

Turn the potatoes into drum shape in the size of eggs. Sauté in butterand place in a tray. Add stock and seasoning and finish the cooking inthe oven.

14 Fried Potato(Finger Chips)

Cut potato in 2” length and ½” square and then deep fry.

15 HongroisePotato

Chop onion, sauté in butter and sprinkle paprika. Add tomato concasseand large roundels of potatoes. Add stock, cook and then place in ovenand finish. Sprinkle chopped parsley and serve hot.

16 Jacket Potato Potato baked with their skins.

17 LyonnaisePotato

Slice potato and sauté them. Then sauté slice onions and mix together.Season. Place in a tray and finish in the oven.

18 Macaire Potato Baked jacket potato mashed, seasoned and then mixed with butter.Then they are shaped into balls and thereafter flattened, dusted withflour and sautéed in butter.

19 Maître d’hotelPotato

Cook potato in shallow water, peel and slice. Moisten with milk andbutter. Season and bring to boil. Add cream and parsley before serving

20 MignonettePotato

Cut potatoes double the matchsticks and then deep fry.

21 MousselinePotato

Mashed potato, adds whipped cream, mix well and serve hot.

22 Pailles Potato Cut potato in large julienne and then deep fry.

23 Parsley Potato Shape the potatoes, cook in a steamer and season. Sauté in meltedbutter and chopped parsley.

24 Steamed Potato Shape the potatoes, cook in a steamer and season.

Salads & Salad Dressings

Introduction&Definition

A salad is a dish made up of a single or multiple food items usually consistingof vegetables such as carrots, beetroot, tomatoes, onions, celery, potato or,fish, egg, meat, chicken, served cold, well seasoned, having a strong andspicy taste, and presented in a crisp, colourful state. It consists of three parts:

a) The Base: The underliner as it is usually called, it consists of leafyvegetables such as lettuce, water cress, cabbage, etc.

b) The Body: This is the most important part of the salad. It consists of theactual ingredients used – salad greens, fruits in moulded aspic jelly,sliced cooked potatoes, raw cabbage, tomato stuffed with tuna fish, dicesor strips of chicken and meat, etc . Therefore, it gets its name from the



particular ingredient used, such as Apple Salad. Apart from giving it aname, it also balances the flavour and taste.

c) The Garnish: This intends to add the eye appeal of the finished productand it may also improve the taste.

The Purpose ofsalad

Salads take an important position in the meal. It can be served as an horsd’oeuvre when served at the beginning of the course being served in smallquantities. It can be served as a main dish, or a course as a salad course, andeven can be served as an accompaniment to entrees and main courses.

The Importanceof SaladDressing

The most essential requirement of a salad is it should be piquant and wellseasoned apart form being cold, crisp, colourful and attractive.

To achieve the first two objectives it becomes necessary to add dressings tothe salads.

A dressing is a liquid or semi liquid form of mixture of spicy elements withits liquid base being cream, olive oil, lime juice, vinegar, alcoholic or nonalcoholic beverage or raw eggs.

A dressing adds to salada) The Flavour,b) Some Food value.c) Its Digestive capabilityd) Improved palatabilitye) It’s Appearance.

Some very popular dressings are discussed belowSalad Dressings

MayonnaiseDressing

It is a coating of mayonnaise sauce (made out of egg yolk, and olive oil as themain ingredients seasoned with mustard, sugar, white pepper and salt). Thesauce is thinned down by adding lime juice or vinegar to a pouringconsistency which usually forms a coating for meat, chicken, egg etc. as forsalads like egg mayonnaise, chicken mayonnaise, etc.

VinaigretteDressing

A dressing consisting of olive oil and vinegar as the main ingredient mixed invaried proportions in various types of derivatives- namely French, Englishand American and with seasonings and mustards to enhance its taste.

a) French: 3 parts of oil and 1 part of vinegar with French mustard andseasonings.

b) English: 1 part of oil and 2 parts of vinegar with English mustard andseasonings.

c) American: Equal parts of oil vinegar with sugar and seasonings.



d) Lemon: A mixture of olive oil, lime juice and seasonings.

AcidulatedCream Dressing

3 parts of thin cream and 1 part of vinegar or lemon juice, salt and pepper.

A Brief Introduction on Various Popular Salads

Sl. No. Name of the Salad Description Dressing

01 Andalouse Salad Quarters of tomatoes, julienne of sweetpimentos, plain boiled rice, crushed garlic,onions and chopped parsley.

Vinaigrette

02 Assorted Cold Cuts Cold hashes of roast mutton, roast chicken,roast beef, smoked ham, salami, on a bed oflettuce and finely chopped cabbage, garnishedwith vegetables like cold boiled broccoli,olives, gherkins, radish, etc.

Vinaigrette

03 Beetroot Salad Diced cold boiled beet root Vinaigrette orVinegar

04 Caesar Salad Golden brown fried white bread of 5mm cubeon a bed of lettuce leaf, with quarter boiled egg,cheese, croutons, anchovies and seasonings.

Egg, garlic andolive oil

05 German SauerkrautSalad

Sauerkraut (pickled cabbage), cooked inconsommé or water set in piles, seasoned andgarnished with hard boiled egg and beetroot cutinto roundels,

Vinaigrette

06 Cole Slaw Salad Sliced cabbage, capsicum and carrots Vinaigrette orMayonnaise

07 Egg Mayonnaise Sliced eggs on bed of lettuce, garnished withcherry chopped celery and leeks

Mayonnaise

08 Fish Mayonnaise Fish mayonnaise with tomato and parley fordecoration

Mayonnaise

09 French beans Salad Seasoned French beans Vinaigrette

10 Fruit Salad Diced assorted fruits – apples, pineapples,banana, mango cherry, etc.

Sugar syrup witha few drops ofbrandy or applewine.



Sl. No. Name of the Salad Description Dressing

11 Greek Salad Thickly cut slices of tomatoes with greenpepper, de-seeded cucumber, olives, and cheeseseasoned and then garnished with crumbledcheese and serve with pita bread.

Olive oil andlemon juice

12 Japonaise Salad Tomatoes, pineapple, orange dices and lettuce. Lemon or creamdressing.

13 Lobster Salad Boiled cold lobster mixed with mayonnaise ona bed of lettuce, decorated with olives andparsley

Mayonnaise

14 Meat Salad Cold cuts of meat Vinaigrette

15 Niçoise Salad Flakes of tuna with tomatoes, olives, cucumber,beans and eggs cut into quarters, garnished withanchovy fillets.

Garlic dressing,sprinkled withchopped parsleyand basil

16 Potato Salad Diced cooked potato Thin Mayonnaise

17 Russian Salad Diced vegetables and fruits- carrots,cauliflower, French beans, turnip, potato andapple

Thin Mayonnaise

18 Spiced Duckling &Orange Salad

Roast shredded duckling meat, flavoured withcurry powder and marmalade, seasoned anddecorated with orange slices, thin strips of duckskin, chives and parsley.

Olive oil mixedwith white winevinegar andmayonnaise.

19 Tossed Salads Made out of green vegetables – celery, lettucecabbage, herbs, onions, shallots and chives.

Vinaigrette orMayonnaise

20 Waldorf Salad Pieces of celery apples and halved and shelledwalnuts.

Thin Mayonnaise

Cheese

Definition Cheese is obtained from pure fresh milk, cream or milk and creammixed together.



Process of makingCheese

The quality of cheese, which includes the character, texture andflavour, and the climatic condition, depends upona) Quality of milk.b) The source of milk. The source may be cow, buffalo or soybean.c) The type of feed the cattle getsd) The ambient temperature, moisture, etc. that prevails in the area

of manufacture

Milk is pateurised. It is then curdled by addition of rennet andcreation bacteria. The resultant product is “curd”- the solid productand the liquid which is termed as “whey”. The curd is skimmed out ofthe whey which is allowed to run out. The skimmed curd is put intoaluminium moulds and they are put to rest to mature in particularlocation having a particular climate which also makes the cheese sofamous and much sough after. The local customs and traditions formaturing cheese play a very important role.

Classification ofCheese

Depending upon the type of milk used and the method ofmanufacture, cheese is divided into four categories:

Type of Cheese Example

Hard Cheese Cheshire, Derby Edam, Gouda

Semi Hard Cheese Caerphilly

Soft or Cream Cheese Brie, Camembert, Bel-paese

Blue Vein cheese Gorgonzola, Roquefort, Danish Blue,

Cottage Cheese Paneer.

Hard, semi-hard or soft cheese depends upon the type of cheese, andpressure is applied; hard cheeses are subject to heavy pressure whilecream cheese is subject to light pressure.

Blue Vein cheese are made by pressing the cheese and then afterpassing copper wires through them they are injected with a type ofpenicillin mould which renders the cheese having a bluish tinged netall over it inside.

Processed Cheese is made by grinding the cheese and then cookingthen cooking in vacuum cooker. Thereafter they are poured intomoulds and then packed in tin foils.

Cottage Cheese is made by curdling milk and the curd thus obtained



is tied in a muslin cloth and subjected to pressure till the curd sets andthe water drains off.

Uses of Cheese Cheese may be used in

A Cookery: As fori) Paneers can be used in curries and pakodas.ii) Garnish in soups.iii) Grated and used as a covering as in Au Gratin.iv) In sauces – Cheese Sauce.

B Served: As fori) Saladsii) In sandwichesiii) Canapésiv) Hors d’oeuvresv) Savoury.

When served in savoury course then it is served fromassorted cheese tray or cheese trolley and served on toguest’s plate with the aid of cheese knife.

The cover on the table for cheese as savoury would consistof :Side plate, Side knife & Small Fork

It should be served withi) Cruet Set-Salt, Pepper, & Mustard. Butter in butter

dish on a doily on an underplate with a butter knife.ii) Celery served in a celery glass partly filled with

crushed ice on an underplate.iii) Water cress in a coupe.iv) Radishes (seasonal) placed in a glass bowl on an

underplate with a tea spoon.v) Castor sugar for cream cheeses.vi) Assorted cheese biscuits – cream crackers, Ryvita,

sweet digestive, etc.



Details of some quality cheese are given below:

Name of the cheese Country TypeBel paese Italy Soft Cheese. Mild sweet flavourBrie France Soft. Reddish colour with brown crust.Caerphilly Wales Cream cheese, whitishCamembert France Cream cheese.Cheddar England Hard cheese, yellowish in colourCheshire England Semi hard. White, orange in colour.Derby England Hard cheese.Dorset Blue England Semi hard, blue vein cheese.Double Gloucester England Hard cheeseEdam Dutch Soft cheese. Yellow in colour with red rind.Emmenthal Swiss Soft cheese. Colour varies from ivory to light yellow.Gorgonzola Italy Semi-hard blue vein cheese.Gouda Dutch Soft cheese. Pale yellow in colourGruyere Swiss Semi hard cheese.Lancashire England Semi hard with crumbly texture.Leicestershire England Semi hard and mild flavour.Parmesan Italy Hard cheese. Used extensively in cookery.Roquefort France Semi hard, blue vein cheeseStilton England Hard blue mould, table cheese.Wensleydale England Flaky semi-smooth texture with honey flavour.

English- Hindi – Equivalent Terms of Various Food Materials

Vegetables

English HindiBitter gourd KarelaBrinjal EggplantCabbage Band gobiCapsicum Shimlai mirchCarrot GajarCauliflower Phool gobiCoriander leaves DhaniapattaCucumber KhiraMint PudinaMustard leaves Sarso ka saagPumpkin KadduRadish MoolieSpinach PalakTurnip ShalgamWater chestnut Paani singara



English-Hindi – Equivalent Terms of Various Food Materials - Cont’d

Fruits

English HindiApple SevApricot KhoomaniBanana KelaCustard apple SharifaGrapefruit ChakortaGrapes AngoorGuava AmroodLemon NimbuMango AmPapaya PapitaPeaches ArhooPineapple AnarasPlum AloobokharaPomegranate AnarSweet lime Musambi

Spices

English HindiAsafœtida HingBay leaf TejpattaCardamom ElachiCinnamon DalchiniCloves LaungCoriander DhaniaCumin ZiraFennel SaunfFenugreek MethiHot spices Garam masalaMace JavitriNutmeg JaiphallOregano AjwainRed Chillies Lal mirchTurmeric Haldi



Names of some Fishand Shell Fish Fish Shellfish

i) Anchovy,ii) Beliii) Codiv) Herringv) Salmonvi) Solevii) Turbotviii) Troutix) Pomfretx) Becktixi) Rohuxii) Katla

i) Snailsii) Oystersiii) Lobsteriv) Prawnv) Crabvi) Crayfish

Names of someHerbs & herbmixtures

Herbs are leaves or plants that are used fresh or dry to

a Flavourb Garnishc Stimulate palated Act as preservativee Season the dishesf Impart medicinal value.

Herb UsesOregano Meat, sausages, soup, pizzasChervil Garnish in salads. Flavouring hollandaise sauceChives Flvouring salads and garnishing soups.Dill Garnishing salads, white meat dishes, salmonMarjoram Stuffing, roast pork, cream soups.Rosemary Lamb dishes and barbequed meatTarragon Used with fines herbes mixture- in saucesThyme Rubbed over beef or lamb before roasting, bouquet

garni.How some mixture of herbs are used in cookery.

Bouquet garni A bunch of herbs used as flavouring for stock,soups, stews & other savoury dishes. It generallyconsist an assortment of herbs & spices viz. 2 to 3sprigs of parsley, a sprig of thyme, half a bay leaf, ablade of mace, peppercorns & a clove. If the herbsare fresh they can be tied together in a piece ofthread; if dried they must be tied in a small piece ofmuslin. The bouquet garni is removed before thedish is served.



Mirepoix A mixture of vegetables – carrots, onions, etc, withherbs like thyme, with bacon, tomatoes etc. usedtogether to get an extract for flavouring like invelouté sauce.

Fines Herbes A mixture of finely chopped herbs – chives,chervil, parsley, tarragon, used in omelets, fish,poultry and salads.

29A- FOOD PRODUCTION- A BRIEF KNOWLEDGE ON PRODUCTION

EQUIPMENTS



EQUIPMENTS



EQUIPMENTS



EQUIPMENTS



EQUIPMENTS


030 -THE CULINARY TERMS


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



Aubergine Egg plant- brinjal Aujourd’hui Today Automne Autumn- the season before winter Avant Before Avec with Baba Yeast sponge cake or bun soaked in syrup Bain Marie Hot water bath for keeping food at a constant warm temperature Banane Banana Barder To wrap meat with fat Baron de Bœuf Whole sirloin of beef Barquette Boat shaped small tartlet shaped pastry Basilic Basil – a herb Bécasse Woodcock- a small game bird Béchamel Basic white sauce Beignet Fritter- a deep fried pastry Betterave Rouge Beetroot Beurre Butter Beurre Noisette Golden brown butter heated to taste of nuts Bien Cuit Well done (cooked) Bière Beer Bifteck Beef steak Bisque Shellfish soup Blanchir To blanch; a method of taking the outer skin of vegetables by putting them in hot water

and then soaking them in cold water, thus allowing a shrinkage of the topmost skin Blanquette A stew of white meat, usually veal Blette Overripe fruits Bleue Blue – very rare done steak Bœuf Beef Bœuf bouillon Beef broth Boire To drink Bol Bowl or dish Bol a confiture Jam dish Bombe Ice cream, sweet dish – half moon shaped Bonbons Sweets or sugar candies Bordelaise Rich red wine sauce Bordure Edge Bouchée Small pastry case Boucher Butcher Bouchon Cork Bouillon Stocks for making soups or sauces Boulette Meat ball Bouillir To boil Bouquet Garni Seasoning – parsley stalks, bay leaf and thyme, used together. Bouteille Bottle



Bouteille a huile Oil cruet Bouteille a vinaigre Vinegar cruet Braiser To braise- a method of cooking meat Brioche Yeast roll, used for breakfast Brunir Brown Brunoise Tiny dice of meat or vegetables, used as garnish Buffet froid Cold Buffet Cafetière Coffee Pot Caisse enregistreuse Cash register Caissier Cashier Canard Duck Cannelle Cinnamon – a pungent flavoured spice Câpres Capers – pickled nasturtium seeds Caramel Burnt sugar Caraméliser To coat with caramel Carre Best end- usually of lamb Carte de vins Wine list Casse noix Nut cracker Casserole Earthenware – a covered saucepan used for baking items in the oven and serve the food

in them Caviar Caviar –roe or eggs of sturgeon fish, usually found in the Black Sea and Caspian Sea

and hence it is an appetizer from Russia & Iran. Cayenne Hot red pepper – a spice Celestine Strips of savoury pancake, used as garnish Cendrier Ashtray Céréale Cereal Cerf Deer- a wild game animal giving the meat “venison” Cerfeuil Chervil – a herb Cerise Cherries Cervelle Brains Chaleur Heat Champignons Mushroom Chandelier Candlestick Chapelure Fresh Bread crumbs (grated) Chapon Capon – a castrated chicken bred for eating Château Briand Double fillet steak Chaud-froid Sauce with aspic used for cold buffet work Chef de Cuisine Head Chef, literally – King oh the Kitchen Chemisier To line a mould Chiffonnade Salad, shredded and lightly cooked Choucroute Sauerkraut – pickled cabbage Chou-fleur Cauliflower Choux Cabbage Ciboulette Chives – a herb of onion family



Ciseaux a raisin Grape scissors Ciseler To carve or chop Citron Lemon Citron presse Lemon press Clair Clear Clarification To clarify – to make clear as in consommé Cloche Bell or cover Cloche de Fromage Cheese cover – made of clear glass for easy display Cocotte Small earthenware pot Comfiture Jam Commande Order Concasse Roughly chopped tomato Concombre Cucumber Consommé Clear soup Coquetier Egg cup Corbeille a Fruites Fruit Basket Corbeille a Pains Bread Basket Coriandre Coriander – a spice Cote de Veau Veal rib Côtelette Cutlet Coupe a Champagne Champagne saucer Coupe a fruite Fruit cup Coupe a Glace Ice cream cup Couper To cut Courge Pumpkin Courgettes Baby marrows Court Bouillon Stock Couteau Knife Couvert A “cover” on the table or “place setting” Crabe Crab Crème Cream Crêpe Pancake Cresson Water cress – a salad vegetable grown near water and used extensively as garnish Crevette Shrimp Croquette Minced meat or vegetables, rolled in the shape of a cork, coated with egg and

breadcrumb and then deep fried. Croustades Scalloped tartlet shells Croûtons Cubes of fried bread used often as garnish for cream soups. Crudités Raw fine cut vegetables served as hors d’oeuvres Crustacés Collective name for all types of shellfish Cuillère Spoon Cuire To cook Cuisine Kitchen Cuisseau de Bœuf Veal leg



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



Epices Spices éplucher To peel Escargot Edible snails- a delicacy été Summer Etuver To steam Fade Tasteless Faisan Pheasant Faisander To hang meat after killing to make it tender Farce Stuffing Farcir To stuff Faience Earthenware Farine Flour Fécule Starch- thickening for soups and sauces. Fenouil Fennel- a pungent vegetable Fève Broad bean Filet de bœuf Fillet of beef Filet mignon Fillet form saddle of lamb Filtre café Filter coffee Flageolet White beans Flambé Flamed with spirit of liqueur

Flute á Champagne Champagne Flute – a glass in which champagne is served. Foie Liver Foie gras Liver of fattened goose Fond Bottom Fond d’artichaut Artichoke bottom Fond Blanc Basic white stock Fond Brun Basic brown stock Fond de veau Back of veal Four Oven Fais / Fraîche Fresh Fraise Strawberry Framboise Raspberry Frapper To ice of mix with ice. Fricassée White stew of veal or poultry Fourchette Fork Frite Fries Fromage Cheese Fumet Essence of fish or poultry with herbs Fruit de met Assorted shell fish (literally fruits of the sea) Fumer Smoked meat or fish Flourens Crescents or shapes of puff pastry Fines Herbes Mixed herbs- parsley, thyme, etc. Garçon Waiter Garnir To garnish, decorate or to accompany.



Gastronome Writer or one knowledgeable about food Gâteau Sponge cake, iced and decorated. Gélatine Gelatin – a dried substance which when placed in hot water melts and when added to

any mixture and refrigerated it helps the mixture to set. Gelée Jelly Glace Ice , usually used to mean ice-cream Gnocchi Farinaceous dish – an a par with spaghetti, but flat shaped. Gourmet One knowledgeable about food. Also means an exorbitant dinner. Goûter To taste Graisser To grease Grande Couteau Large knife Grande Cuiller Large cooking spoon Grande Fourchette Large fork Gratin (Au) Dish topped with cheese and browned under the grill. Grenouille Frog – the leg of which is considered as a delicacy in certain parts of Europe Grillade Frilled meat Griller To grill Guéridon Service in the restaurant from side board or trolley from where the food is given the

finishing in front of the guest to make it edible and/or presentable Hacher To mince Hachis Minced meat Hareng Herring- a fish Hareng fumé Smoked herring Haricots Beans Haricots Vert Green Beans Heure Hour Hier Yesterday Hiver Winter Homard Lobster Hors d’œuvre Hors d’oeuvres – appetizers or small tit-bits served as starters, Hôtelier Hotel manager or owner Huile Oil Huiler Oil cruet Huître Oyster – a shell fish Indigeste Indigestible Ingrédient Ingredient Insipide Insipid or tasteless Jambon Ham Jardin Garden Jardinière Mixed vegetables – used when mentioning a particular garnish Jaune d’œuf Egg yolk Jour Day Journal Newspaper Jus Juice



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

tomatoes etc. used together to get an extract for flavouring like in veloute sauce.



Moelle Marrow from bones Moileton Green flannel for table tops (the baize cloth) Morilles Edible fungi of mushroom family Moudre To grind Moule Mussel – a shellfish Moulin à poivre Pepper grinder Mousse Light sweet or savoury cold pudding made with beaten egg whites to which gelatin is

added to set Mousseline Puree with cream Moutarde Mustard Moutardier Mustard pot Mouton Mutton Muscade Nutmeg – a spice Museau de bœuf Beef cheek Nappe Tablecloth Napper To coat with sauce or aspic Napperon Place mat Nature Plain- raw or boiled Nouilles Noodles Noisette Small nuts like hazel Noyau Stone - of fruit Noix Large nut like walnut Nom Name Œuf Egg Œuf à la coque

Œuf à cocotte Boiled egg in shell

Œuf Brouillés Scrambled Egg Œuf Dur Hard-boiled egg Œuf Frit Fired Egg Œuf Poche Poached egg Oie Goose Oignon Onion Olive Olive – small oil rich fruit used frequently as garnish and appetizers Omelette Omelet Orange Orange Orangeat Candied orange peel Orge perle Pearl barley Ortolan A game bird Os Bone Oseille Sorrel or a spinach type of vegetable Oui Yes Ours Bear Oursin Sea urchin – a spiny shellfish Pain Bread Panade Dough made from flour and milk or eggs.



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



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

Grosse Rave

Petite Rave

Turnip

Radish

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



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



Table Table Table de service Service table Table d’hote Menu of the day Tabouret Stool Tamiser To strain through a muslin Tapis Cloth or cover Tartelette Tartlet Tartare A derivative of Mayonnaise sauce – served with fried fish Tasse Cup Tasse à café

Demi tasse

Coffee cup

Literally means half cup, so named because the cup having half the volume of breakfast

cup. Means cup in which certain speciality coffee and after dinner coffee is served. Temps Weather Terrine Earthenware pot.

Also applies to pate of liver and pork Tête de Veau Veal’s head Thé Tea Thon Tuna fish Thym Thyme – a herb Tiède Lukewarm or tepid Tire bouchon Corkscrew Tomate Tomato Timbale A conical mould or dish named so when cooked in this mould Torréfier To scorch Torchon A cloth for cleaning Tranche Slice Trancheur Carver; usually a kitchen staff engaged in the service area for portioning joints of meat Tournedos Round fillet steak Tripes Tripe Truite Trout – a fresh water fish Truffe Truffle – a circular mushroom type fungi Vache Cow Vaisselles Dishes (plates) Vanille Vanilla Vase a fleur Flower vase Veau Veal Velouté A mother sauce prepared with brown roux and stock from chicken, fish, meat or beef.

They are named in accordance to the stock from which they are made. Verre Glass tumbler Verre à glace Ice cream glass Verre à pied Stemmed glass Viande Meat Vin Wine



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

Education

THE ABC OF HOSPITALITY