FNB 1st Semester Theory Notes

UNIT - I
A. Introduction to the Hotel Industry and Growth of the hotel Industry in India
The development of the hotel and catering industry is often attributed to the development
of transportation in a country. In India, resting houses called Serais (Sanskrit) and
Dharamshallas were established on highways by kings and emperors of the ancient and medieval
periods.
This gradually changed with the advent of the Europeans. The development of catering in
India as we see it today is chiefly due to the British, who had introduced hotels and restaurants
similar to those found in Europe.
Most of the modern hotels that sprouted were managed by European families. The
Bombay hotel was opened in 1799. The first hotel to give ‘A la carte’ and ‘Table d’hote’ menu
was British hotel which was started by Pallonjee Pestonjee in 1945.
In 1902, the Indian hotels company (TAJ) was started by Jamshedji Nusserwanji Tata.
1903, he raised finance, invested his own money, hired the best architects and craftsmen and
built the exquisitely beautiful Taj Mahal hotel in Bombay with 220 rooms.
In 1974, a new company “The Oriental Hotels Limited”, built the Taj Coromandel hotel
in Madras.
Rai Bahadur Mohan Singh Oberoi took Carlton hotel in Shimla on lease in 1927, renamed
as Clark’s hotel. Oberoi hotel Pvt.Ltd was renamed as East India Hotels limited and registered in
Calcutta in 1949.
Today, ITDC provides a complete range of tourism services, including accommodation, catering,
and entertainment and shopping, hotel consultancy, duty free shops, and an in-house travel
agency. The India Tourism Development Corporation (ITDC) was set up in 1966 as a
corporation under the Indian Companies Act of 1956, with the merger of Janpath Hotel India
Ltd.
Three Welcome Group Hotels were commissioned between 1975 and 1977; these were non-
franchised hotels, inspired by the slogan “Be Indian, Buy Indian” and using Indian expertise.
Ultimately, however, these hotels adopted the Sheraton system in 1978 and used the services of
expatriates for the purposes of upgrading staff training and installing Sheraton operating
systems-all without a management contract. This gave the Welcome Group a good start.
When India agreed to host the 1982 Asian Games, the Gol granted licenses for building hotels to
the Taj Palace, Asian Hotels Hyatt Regency, India Tourism Development Corporation – Lodhi
Hotel, Samrat Hotel, Kanishka, Le Méridien, and Surya Sofitel, with the stipulation that their
new hotels had to be completed in time for the games. India hosted the Commonwealth Games in
2010, at Delhi. This also added to growth of hotel industry in India.
EVOLUTION OF HOTEL INDUSTRY

Introduction
Evolution of hotel Industry closely follows the history of travelling. During olden days
man moved from one place to another, mainly for food. After sometime people wanted to know
about other people, their culture, religion etc. When Science and technology improved, people
started moving from one place to another, for various other reasons. Some of them wanted to
spend their holidays in other countries some wanted to do business. Tourism is also another
reason for people to travel from one place to another. In 7th and 8th century people started to
travel to different places by having their food and accommodation in DHARMASALAS and
CHATRAMS. Later in 13th and 14th century when people began to travel in large numbers, it
was difficult for DHARMASALS to accommodate them. So lodging houses and Way side inns
were started to provide accommodation and food.
In 16th and 17th century there was a massive development in transportation and more
people to travel in chariots In the year 1650 an American called Mr. Pascal opened a coffee shop
in Paris called CAFE DE PARIS.
Invention of steam engine late in early 19th century led to the invention of railway. The
railways opened up new possibilities of travel within a short time. A new branch of catering
started of with catering in the form of Railway Restaurant, Refreshment rooms, and dinning hall
and dining car etc.
After the invention of steam ship ocean liners started to ply from one country to another. This
led to the development of ship catering. After the First World War the airways also opened up
new possibilities in the catering field. This gave birth to flight catering.
The first modern hotel was opened in "New York" in 1794 on was called the "CITY
HOTEL". This was the first building specially created for hotel purposes, in the city. But the
real birth of hotel Industry came in early 20th century. This period saw the beginning of
catering operation under a person called E.M.SKATLER.
* In 1774 the first proto type of modern hotel was opened in convent garden in London by Mr.
DAVID LOE.
* In 1841 THOMAS COOK organized the first tour for the fathers of church.
* In 1830 first Railway started from Liverpool to Manchester in London.
B. Role of catering establishment in the travel/tourism industry

Catering dates back in the 4th millennium BC in China. The culture of grand eating and
drinking was also present in old Egypt at that time. Most of the services were provided by slaves.
The ancients Greeks are credited with making catering a trade by offering free services at their
inns and hostels which continued into the Roman Empire, primarily to serve soldiers. In the
Middle Ages catering centered on monasteries and the Christian pilgrimages in Europe. The
trade spread during the reign of Charlemagne. By late Middle Ages the new bourgeoisie (people
of the city) and a monetary economy helped the popularity of catering to flourish. When the
industry drew the attention of German legislators in the 14th and 15th century, food and beer
regulations began to take form. But much of the industry was still primarily seen in feasts and
celebrations for kings and other noblemen. After the French revolution in the 18th century and
the lack of an aristocracy, catering guilds were forced to find new ways to sell their talents and
the first French restaurants were started.
The food sector or catering industry is one of the most important elements in the travel and
tourism industry. This includes restaurants and take-away outlets, but it can also include
catering providers to hotels and airlines.
Catering and food service industry plays an important role in the promotion of local food
features and culture of tourism destination through providing catering products and services for
tourists.
Many countries have designed and developed catering and food brand with own features and
style, such as the Beer Festival of Munich in German, Pickled Cabbage Festival in South Korea,
series unique meal of cactus and corn in Mexico, Samba Carnival and characteristic barbecue in
Brazil and so on.
As an important part of tourism industry, catering and food service industry is the important
carrier of the brand and culture for a country or region with the characteristics of wide market,
extensive influence and more employment opportunities.
In recent years, the development of global catering and food service industry maintains a rapid
and healthy momentum of tourism development. A wide variety of catering products and
different styles of food culture has been shaped in the background of different regions and
cultures.
These food service groups provide a fast catering and food service for the consumers all over the
world. It can be seen that the gradual development of catering market has helped with the rapid
development of economy and society.
In many countries, catering establishments are regarded as a means of developing wealth and
creating employment, especially when traditional activities are on the decline. It is expected to
contribute significantly to increasing GDP (Gross domestic product) and providing jobs in the
tourism sector.
Catering is still perceived as an opportunity available to people of all ages which do not require
much capital investment or many qualifications. Anyone can open a restaurant, and only some of
those working in the trade to take a basic training course in manufacturing and processing.
Thus, in a way the development of hotel and restaurant chains is gradually increasing the
amount of wage-earning jobs available, which may come to further increase the economic
development of Tourism/ Travel industry.
C. Types of F&B operations
OR
Types of Catering Establishments
CATERING ESTABLISHMENT: An organization that provides food and beverage is called a
catering establishment. The catering industry encompasses those places, institutions and
companies that provide meals eaten away from home. From a wayside tea stall to an exclusive
fine dining restaurant of a deluxe hotel and from mid-day meal service for a school children to
meals for industrial workers, all come under the fold of Catering Industry. There are a number
of ways of classifying food and beverage operations in today’s catering field. There are primary
establishments and secondary catering establishments.
PRIMARY CATERING ESTABLISHMENTS:

Establishments such as hotels, restaurants and fast food outlets which are primarily concerned
with the provision of food and beverage are called primary catering establishments.
HOTELS:
The Full Form of HOTEL is “Hospitality Offered to Every Laborer”. The main purpose of
hotels is to provide accommodation, which may or may not include the service of food &
beverage. A hotel may be a small family- run unit providing a limited service in one restaurant,
or a large luxury hotel providing service through a number of outlets such as the coffee shop,
room service, banquets, specialty restaurant, grill room and cocktail bars. The service in these
types of hotels is usually personalized and the tariff is very high, as they generally cater to
persons of a high social standing. Medium class hotels are similar to luxury hotels, through
their surroundings are less luxurious category. The prices in the various categories of hotels,
often depend upon the service and choice of food and beverage that they offer to their clientele.
RESTAURANTS:
The primary function of commercial restaurant is the provision of food & beverage.
Restaurants are of different standards. The food service and prices are often comparable to
those of similar restaurants in luxury hotels. They offer a wide choice for an elaborate menu
and a very high quality of service.
BARS AND PUBS:

The bar serves different types of alcoholic beverages to residential and non-residential guest in
the hotel. The idea of pubs is fairly new in India. It has been borrowed from the concept of
public houses in English and adapted to Indian conditions. They are geared to provide service
of all types of alcohol with an emphasis on draught beer and good music. Food may also be
served from a limited menu.
POPULAR CATERING RESTAURANTS:

The objectives of popular catering restaurants are to provide quick and economical
meal, in a clean and standardized dining room. These restaurants are commonly used
by the vast urban population of India. They are of various styles and categories. Some
restaurants serve only vegetarian food while some specialize in the food of a
particulars region such as the Punjab or Andhra. Some restaurants serve food from
more than one region.
The entry of pizza parlors and westernized popular food into India provides the
urban Indian a wider choice, in the types of popular restaurants to choose from. The
numerous outlets that have sprung up all over the country in the last decade show a
new trend in the urban citizen‘s eating habits. This has resulted in an increased
awareness among the public about the availability of various types of cuisine and
catering service.
FAST FOOD RESTAURANTS & TAKE AWAY:

There is a predominant American influence in fast food style of catering. The service
of food and beverages in a fast food restaurant is at a faster pace, than at an a la carte
restaurant as the menu is compiled with a special emphasis on the speed of
preparation and service. To make this type of service financially viable, a large
turnover of customers is necessary. The investment is rather large, due to the
specialized and expensive equipment needed and high labour costs involved.
The take-away or take out service that exploits to the full the concept of
―Fast Foods‖. The take away operation offers a limited basic menu to the customer,
but within this menu there may be a number of variations on the basic items. The time
between customer placing orders and receiving their meals, aims to be faster than any
other method of food service. The customer may either take the food out of the take
away to eat, or it may be consumed on the premises, a large number of ―take-
away‘ outlets now provide seating areas.
OUTDOOR / OFF PREMISE CATERING:
This means catering to a large number of people at a venue of their choice. Hostels,
restaurants and catering contractors meet this growing demand. The type of food and
setup depends entirely on the price agreed upon. Outdoor catering includes catering
for functions such as marriages, parties and conventions. Off-premise caterers meet
the needs of all markets segments, from the low budget customer who looks for the
most quantity and quality for the least amount of money, to the upscale client with an
unlimited budget who wants the highest level of service, the ultimate in food quality,
and the finest in appointments such as crystal stem ware, silver plated flatware and
luxurious linens. Off-premise catering is an art and a science. The art is creating foods
and moods, as the caterer and client together turn a vision into reality. The science is
the business of measuring money, manpower and material.
SECONDARY CATERING ESTABLISHMENTS:

In secondary catering industry, the provision of food and beverage is a part of another business
such as welfare catering and transport catering.
Catering establishments are usually classified on the basis of the demands being met by them.
The main aim of any catering organization is to attract different sections of the public to use its
facilities, keeping in view the price of food and service it offers in relation to the location of the
property and the class of clientele it attracts.
DEPARTMENTAL STORE CATERING:

Some departmental stores, apart from carrying on their primary activity of retailing their own
wares, provide catering as an additional facility. This type of catering evolved when large
departmental stores wished to provide food and beverages to their customers as a part of their
retailing concept. It is inconvenient and time consuming for customers to take a break from
Shopping, and have some refreshments at different location. Thus arose the need for
some sort of a dining facility in the departmental store itself. This style of catering is
becoming more popular and varied nowadays.
CLUB CATERING:
This refers to the provision of food and beverages and accommodation to a restricted
clientele. The origin of this service can be tracked back to England, where
membership of a club was considered prestigious. Clubs for people with similar
interest such as turf club, golf clubs and cricket clubs, to name a few, have sprung up.
The service and food in these clubs tend to be of fairly good standards and are
economically priced. Facilities provided by the club may include sports, both in-door
and out door, libraries, swimming pools, social activities, social work, the pursuing a
specific hobby etc.
WELFARE CATERING:
The provision of food and beverages to people to fulfill a social need, determined by a
recognized authority, is known as welfare catering. This grew out of the welfare state
concept, prevalent in western countries. It include catering in institute or industries,
hospitals, schools, colleges, prisons and armed forces.
HOSPITAL:
Hospital catering facilities have improved considerably over the past years. Hospital
catering is a specialized form of catering as the patient is normally unable to move
elsewhere and choose alternative facilities and therefore special attention must be
given to the food and beverage so that encouragement is given to eat the meal
provided. The hospital meals may be considered for the patients, the staff and the
general public & visitors. The type of diets required for hospital patients may be
classified as full or normal diets, light diets, soft diets, therapeutic diets and special
diets.
INDUSTRIAL AND INSTITUTIONAL:

The provision of food and beverage to people at work, in industries and factories at
highly subsidized rates is called industrial or institutional catering.
The provision of food and beverages to ‘students in schools or colleges’ at highly
subsidized rates is called institutional catering.
It is based on the assumption that better fed employees are happy and more productive.
Today, labour unions insist on provision of this facility to employees.
Catering for a large workforce may be undertaken by the management itself, or may
be contracted out to professional caterers. Depending on the choice of the menu
suggested by the management, catering contractors undertake to feed the work force
for a fixed period of time at a predetermined price.
ARMED FORCED:
Armed forces, Navy, Army and Air force, the police and fire service and some
government departments. The armed forces often have their own specialist catering
branches. The levels of food and beverage facilities within the services vary form the
large self-service cafeterias for the majority of personnel, to high class traditional
restaurants for more senior members of staff. A considerable number of functions are
also held by the armed forces leading to both small and large scale banqueting
arrangements.
SCHOOL:
The school meals catering service was formerly structured on a dietary basis with a
daily or weekly per capita allowance to ensure that the children obtained adequate
nutritional levels from their meals. The school meals service caters for staff and
children; in primary schools, children‘s ages vary from approximately 5 to 11 years
and may include some nursery children, and in secondary schools from 12 to 16 or 18
years, Most of the schools used to operate their dining rooms on a family type service
or a self-service basis. Nutritional value is important for catering in schools.
UNIVERSITIES AND COLLEGES:

All institutions of further and higher education provide some form of catering
facilities for the academic, administrative, technical and secretarial staff as well as for
full and part time students and visitors. The catering service in this sector of the
industry suffers from an under-utilization of its facilities during the vacation periods
and in many instances at the weekends. Universities and colleges are autonomous
bodies and are responsible for their own catering services. Residential students pay in
advance for their board and lodgings. Non-residential students are provided with an
on-site catering provision that has to compete against all other forms of locally
provided catering.
PRISONS:
Prisoners are to be catered in prisons. The catering within the prisons the
responsibility of the Jailer with delegated responsibility being given to a catering
officer with much of the actual cooking and serving being done by the prisoners
themselves. In Tihar Jail, Delhi more than 10,000 prisoners were catered daily three
times a day in systematic manner.
TRANSPORT CATERING- It includes that sector of food and beverage establishment which
makes provision of food and beverage of people who are on the move.
The provision of food and beverage to passengers, before, during and after a journey on trains,
aircrafts, ships and in buses or private vehicles is termed as transport catering.
These services may also be utilised by the general public who are in the vicinity of a transport
catering unit.
The major forms of modern day transport catering are airline catering railway catering ship
catering and surface catering in coachers or buses which operate on long distance routes.
1. AIRLINE CATERING: - Catering to airline passengers on flights as well as at

restaurants situated at airports is termed as airline catering. Modern airports have a
variety of food and beverage outlets to cater to the increasing number of air
passengers. Catering to passengers en route is normally contracted out to a flight
catering unit of a reputed hotel or to a catering contractor. The menu for the first class
and economy class passengers are different and first class passengers are also served
wines free of any additional charge.
2. RAILWAY CATERING: - Travelling by train for long distances can be very tiring,
hence a constant supply of a variety of refreshment choices help to make the Journey
less tedious. Catering to railway passengers both during the Journey as well as during
halts at different railway station is called railway catering.
3. SHIP CATERING: - Voyages by sea were once a very popular mode of travelling, but with
the onset of air travel, sea voyages have declined sharply. However, recently, it has again
become popular with a large number of people opting for pleasure cruises. Both cargo and
passenger ship have kitchens and restaurants on board. The quality of food, service and
facilities offered depends on the class of the ship and the price the passengers are willing to
pay.
There are cruises to suit every pocket. There are cruises of two to five days duration
which offer budget accommodation comparable to a limited service hotel, while luxury cruises of
seven days to three months duration offer luxurious staterooms and various other facilities that
are comparable a first class resort. Luxury cruises pamper travellers with deluxe accommodation
and attentive and specialized service at a very high premium.
All these ships provide a variety of food and beverage service outlets, to cater to the
individual needs of the passengers. They range from room service and cocktail bars to specialty
dining restaurants. The ships that cater to the cruise sector today, are virtually flouting palaces
with every conceivable guest service available abroad them. This sector has been growing in
popularity in recent times, and has become affordable to a large cross section of people. Cruise
companies offer attractive packages to passenger.
4. SURFACE CATERING: - Catering to passengers travelling by surface transport such as

buses and private vehicles is called surface catering. These eating establishments are normally
located around a bus terminus or on highways catering service to the traveling public and
their food and beverage facilities usually include self-service and waiter service restaurants,
vending machines and take- away foods and beverages. They may be either government run
restaurants or privately
Owned establishments. Of late there has been a growing popularity of Punjabi style eateries
called dhabas on the highways.
LEISURE- LINKED CATERING: - This type of catering refers to the provision of food and
beverages to people engaged in leisure. The increase in leisure and a large disposable income for
leisure activities has made it a very profitable form of catering. This includes the provision of
food and beverage through different stalls and kiosks at exhibitions, theme parks, galleries and
theatres.
D. Classification of Commercial, Residential/Non-residential
Classification of Food & Beverage Operation
Or
Categorization of Hotel Industry
According to American Hotel and Motel Association, a Hotel or Inn is an
establishment whose primary business is providing lodging facilities for the general
public and which furnishes one or more facilities as following:
Food and beverage service, Room attendant service, uniform service, Laundry or
linen and use of furniture and fixtures by charging service charges.
COMMERCIAL CATERING:-
Downtown hotels, Suburban hotels Resorts, Motels, Airport hotels, Suite hotels,
Residential hotels, Casino hotels, Conference hotels, Time-share and Condominium
hotels (Condo hotels), Transport catering. It can also be classified by Number of
rooms, types of plan, and the length of guest stay.
WELFARE OR NON COMMERCIAL CATERING:-

School Noon meal service, University and Colleges, Offshore-Project site, Hospitals,
Armed forces catering, Industrial catering and Jail catering.
TRANSPORT CATERING OR MOBILE CATERING:-

1. AIR CATERING:-
Provision for food and beverage is provided in the airlines. Special equipment is used
to keep the food warm and cool. All the types of meals and snacks are provided for
the passengers. But the choice is limited and the service is usually pre-plated
(American service). Food is pre-plated either by Airport Company or by Contractor
for outside concerns. The Staff includes, the chief stewards responsible for food and
Beverage to the passengers.
2. RAILWAY CATERING:-
Provision of food and beverage is provided in the railways in the form of Railway
Restaurants and Restaurant car. The space in the car is limited; most of the food is
picked up from en route. The staff includes Manager, Asst. Manager who is in-charge
of Stores, while the pantry man is responsible for supply of food items. Dining cars is
also available in specialized trains silver service and pre-plated service are made
available in this type of dining cars, passengers are usually included in the ticket
required to have their food in dining halls. The charge for food is usually included in
the ticket.
3. SEA CATERING OR SHIP CATERING:-

Large ocean liners came into ship catering which is similar to a large five star hotel
(deluxe). Many companies are noted for their excellence of service, prices, and
cruises. The large ocean liners include cargo and passenger ships. The staff includes
F&B Manager and brigade (Team) of Staff for kitchen and Restaurant. All types of
food and beverages are provided for guest.
CATEGORISATION BY NUMBER OF ROOMS
INDIAN HOTELS:-
Twenty-five or less rooms = Small hotels.
Twenty five to hundred rooms = Medium sized hotels.
Hundred to three hundred rooms = Very large hotels.
AMERICAN HOTELS:-
No. Of Rooms
Under 150 = Small hotels.
From 150 to 299 = Medium hotels.
From 300 to 600 = Large hotels.
Above 600 rooms = Very large hotels.
TYPES OF PLAN:-
Hotels are also categorised under types of plan.
a) EUROPEAN PLAN:-
Tariff includes only room rent
b) CONTINENTAL PLAN:-
Tariff includes room rent plus Continental breakfast
c) BERMUDA PLAN:-
Tariff includes room rent plus American breakfast.
d) AMERICAN PLAN:-
Tariff includes room rent plus Breakfast, Lunch and dinner.
e) MODIFIED AMERICAN PLAN:-
Tariff includes room rent plus Breakfast and either lunch or dinner.
TYPES OF HOTEL
1) DOWN TOWN HOTELS:- They are located in the heart of city within a short
distance of business centre , shopping arcades etc., Rates in such hotel are normally
high due to the location advantage. Normally business people prefer this type of
hotel.
FACILITIES:
Another way of classification of hotels by the facilities they offered to the guest. Thus
the hotel with five star rating has higher facilities like Centralized air conditioning,
Attached bathrooms, Channel music, Wall to wall carpeting, Health club,
Swimming pool, At least four outlets of service (i.e.) 24hrs Coffee shop, Room service,
(Bar) Permit room, Travel agency, Safety deposit locker, Doctor on call, Money
changing facilities, Cloak rooms etc.
2) SUBURBAN HOTELS:-
Being located in the suburbs, it has the advantage of quieter surroundings. Rates are
moderate to low. Ideal for budget traveller’s and also for organisations who find the
atmosphere most suitable for conference, seminars, educational programs etc.
CATEGORISATION BY LENGTH OF STAY.

Hotel can be categorised by the length of stay as:
(i) TRANSIENT HOTELS:
Transient hotel is a hotel that guest can register himself for a day or less. Example
Airport hotels, Motels etc.
(ii) RESIDENTIAL HOTELS:
Here the guest can stay for longer period that is one week or more or minimum period
of one month.
(iii) SEMI RESIDENTIAL HOTEL:
The hotels which are located in between transient and Residential hotel are called as
semi-residential hotel. E.g. Conventional hotels, Resorts.
CATEGORISATION OF HOTELS BY FACILITIES PROVIDED:

Hotels are categorised on facilities provided as follows:-
RESORTS:-
They are situated in the Hill station, beaches etc. It is mainly meant for
vacation. Many Resorts are Adventure resorts, Pilgrimage resorts, Water
sports resorts, Ski resorts (snowboarding), Medical resorts etc. The facility
provided includes re-creational facilities such as Swimming pool, Tennis court,
Golf course, and other various indoor games. The rates are offered by
American plan. They are classified as summer, winter and all season.
MOTELS:-
Derived from phrase motorways hotels which originated from U.S.A. usually
located on National or International highways. They provide boarding and lodging to
the highway traveller’s. The length of stay is overnight. The rates are charged on
basis of European plan or Continental plan. The important services provided by the
motels includes accommodation, repairs facility, garage, small restaurant etc.
INN:-
They are smaller with modest boarding and lodging. In olden days they
were managed by husband and wife team. May be located within or outside the
city.
They are the fore-runners of the present day modern hotels.
AIRPORT HOTELS:-
Airport hotel comes under transient hotels, usually located near
Airport. Airport hotel are popular because of their proximity to major travel
centers. Typical target markets includes business people, lay over passengers,
airline passengers. With overnight travel, lay over or cancelled flights, Airport
hotels usually give free pick up service.
TIME SHARE HOTELS:-

Another expanding segment of hospitality industry is the time share hotels.
Time share properties typically involved individuals who purchase the ownership of
accommodations for a specific period of time, usually one or two weeks in a year.
CASINO HOTELS:-
Hotels with gambling facilities may be categorised as a distinct group.
Although the guest rooms and food and beverage operations in casino hotels
may be quiet luxurious. Their functions are secondary and the Casino
operation hotel attracts guest by promoting gambling.
CONVENTIONAL HOTELS:-
Conventional hotels are another segment of lodging industry which was
grown in recent years has fewer than 600 rooms. Conventional hotels have as
many as 2000 rooms. Conventional hotel often have 50 or more of exhibition
halls plus Ball rooms and meeting rooms. A full line of business service is
generally available including Tele-conferencing, secretarial assistance,
language translation and Fax machines. Most of the conventional hotel has
dinning facilities ranging from self service cafeteria, two elaborate dining
formal rooms.
SUITE HOTELS:-
Suite hotels are among the fastest growing segment in the industry.
These hotels have guest room with a living room or parlour area and a
separate bed room .Some guest suites include a compact kitchenette with a
refrigerator for an in-room beverage service. Suites hotels generally have
fewer and limited public area and suite hotel guest room prices are competitive
in market place.
CATEGORISATION OF HOTELS ON OWNERSHIP AND AFFILIATION:

Hotels can also be categorised on Ownership and Affiliation basis. They are
(i) INDEPENDENT HOTELS:-
They have no management affiliation with other properties. They are
owned by a single owner or by a group of owners. They have no relationship to
other hotels regarding policies, procedures or financial obligation.
(ii) CHAIN HOTELS:-
Chain hotels usually impose certain minimum standard policies and
procedures on their affiliates. Several different structures exist for chain hotels.
Some chains own their properties, but many do not. Some chains have strong
control over the architecture, management and standards of the hotels. Other
chains concentrate only on advertising, marketing and purchasing.
(iii) FRANCHISE AND REFERRAL GROUPS:
Franchising is simply a method of distribution where by one entity that
has developed a particular pattern or format for doing business. Thus the
franchiser grants to other entities Franchise, the right to conduct such a
business provided they follow the established pattern.
(iv) MANAGEMENT CONTRACT HOTELS:
Management companies or organisations that operate property owned
by other entities. These entities range from individual business people and
partnership to large insurance companies.
E. Welfare Catering - Industrial/Institutional/Transport such as air, road,

rail, sea, etc.
WELFARE (or) NON COMMERCIAL CATERING:-
INDUSTRIAL / FACTORIES CATERING:
OFFSHORE –PROJECT SITE, INSTITUTIONAL-STUDENT HOSTEL, ARMED

FORCES CATERING, HOSPITALS -GOVT. RUN OR NGO/ CHARITABLE
TRUSTS RUN, NOON MEAL SCHEME.
ROBERT OWENS of Britain introduced this. He is known as
"FATHER OF INDUSTRIAL CATERING". Most of the facilities in this type
of catering are self-service and usually at reduced cost or nominal cost. They
may be either in-house operations which means they are run by the owners or
by the Catering contractor. Which is managed by outside caterers who run the
operation on certain terms and conditions. Some of other reasons that
contribute for the industrial catering are:
(1) Many companies offer free food as incentive.

(2) Many industries are away from city. There are no eating outlets, hence these are
necessary.
(3) Catering facilities in industries are a statutory requirement to provide food in the
establishments where the staff or workers exceed 250 in numbers.
INSTITUTIONAL FOOD SERVICE:

It is reported that the School food service was established in 1849 in
England by Mr. VICTOR HUGO. The aim of such food service programme is
to offer nutritionally adequate food to the students. The objectives of their
service are.
(I) Promotion of health and nutrition education at all levels.
(2) Promotion of good health habits.
(3) Development of good food habits for the society as a whole.
Global growth and development of tourism have opened up innumerable openings; as
a result graduate can look forward to career opportunities as:
 Management Trainee in Hotel and allied industry.
 Guest/ Customer Relation Executive in Hotel and other Service Sectors.
 Kitchen Management/ House keeping Management Trainee in Hotels.
 Flight Kitchens also offer opportunities for career building.
 Executive multi skilled in Fast Food Chains.
 Hospital and Institutional Catering Executives.
 Faculty in Hotel Management/ Food Craft Institutes( after earning industry
work experience)
 Cabin Crew in National and International Airlines.
 Catering Officer or Chef in Cruise lines.
 Marketing/ Sales Executive in Hotel.
 Executive in Tourism Development Corporations and Resort properties.
 Self-employed entrepreneurs.
F. Structure of the catering industry- a brief description of each

The structure of catering industry includes both commercial and non-
commercial catering establishments. Some of the more popular and common
ones are as under.
1) Five Star Hotels: These usually have several restaurants, grill rooms, ethnic
(Indian, Chinese, Italian etc. among the most popular), European and coffee
shops are included. Service in these hotels is usually attentive and
entertainment is nearly always available. Prices in these establishments tend
to be high.
2) Medium Class Hotels: Similar to the 5 star, though surroundings are less
luxurious and prices are reflected in this.
3) Free Standing Restaurants: Often quite high class, offering good A-la-Carte
menus- service is usually of high standard.
4) Snacks Bar: popular with the working public offering everyday fare, at very
reasonable prices.
5) Fast Food Centre’s: The “eating out” of 80’s growing in popularity
In India especially with the young, these restaurants offer fast, clean service
at popular prices. Service is minimal and turnover is high.
6) Night Clubs: usually situated only in the larger cities and offering high class
entertainment with food.
7) Industrial Canteens: Operated as a facility to staff in large factories or
similar. Food of a high standard but managements working to tight budgets.
Food cost is usually subsidized consequently staff pay minimal prices.
8) Institutional Catering: usually hospitals are serving high nutritional
standard of food.
9) Airline Catering: A big business operation, serving good quality food in
difficult and limited service areas. Competition is tough in this sector to
maintain high standard.
10) Railway Catering: similar to airlines, and although this was a prestigious
area of catering. The fifties to seventies saw a gradual decline which
fortunately is being rectified as the 80’s progress.
11) Outdoor catering: Is a growing industry within the industry. Many Service
staff involved in these sometimes complicated operations.
UNIT - II
B. Principal staff of various types of F&B operations
OR
Staff hierarchy of the various F&B service outlets
ORGANISATIONAL HIERARCHY OF A RESTAURANT
Restaurant Manager
Superviso Senior Captain

Hostess/ Sommelier Trancheur (The Carver) Maître D Hotel
Receptionis (Wine-Butler) r
t 16
Chef De Head Waiter Captain
Rang
Commis De Waiter Steward

Rang
Asst. Steward
Commis De Barasseur Asst. Waiter
(Busboy)
FRENCH ENGLISH AMERICAN

TERMINOLOGY TERMINOLOGY TERMINOLOGY
Hierarchy of F&B Service Dept.
F&B Director / F&B Manager

↓
Asst. F&B Manager
↓
F&B Executive
↓
Team Leader or Captain
↓
GSA (Guest Service Associate)
↓
Trainees (IET & other Trainees)
RESTAURANT ORGANISATION
The number of restaurant staff and the allocation of duties depend on size
of the restaurants policy of the hotel, location and types of guest. The person in-
charge of the restaurant is called Restaurant manager working under him
Maitre D, Chef de Rang and a Commis de Rang or waiter. In large restaurant
the manager and his staff organise a team called brigade.
DIRECTOR DU RESTAURANT or RESTAURANT MANAGER

He is responsible for the complete service inside the restaurant and also
responsible for administration of his staff. He is responsible for the sales and
marketing of the restaurant. He is ultimately responsible for attaining the
budget. He prepares the daily menu in consultation with chef. He is also
responsible for controls and pilferage in the restaurant. He should run the
restaurant promptly with the help of skilled staff. He must make sure that
standard recipes are prepared and proper portion is served to the guest.
17
MAITRE D’HOTEL:-
He should have a good personality and it is his duty to receive the guest in
decent manner. He should be a good diplomatic and organizer. In the absence
of restaurant manager he is completely in-charge of the restaurant and
supervises completely. His duty is also to see that the brigade is well groomed
and presentable to the guest. He should have complete knowledge of wine,
tobacco, liqueur, food and also known about the service. He should give proper
instructions before the service and should make sure that each and every guest is
attended to properly.
HOSTESS:-
She is also known as Restaurant Receptionist. Her primary duty is to
receive the guest, take him to the table and seat them comfortably. She should
make sure that the menu cards are given to the guest on all stages of meal. She
also takes down the reservations and attend to all the telephone calls. One of the
most important duties of hostess is to maintain the guest comments book.
CHEF DE RANG:-
It literally means Chief of a section (of the restaurant) He is in-charge of a
STATION in a restaurant .A station is a row or group of 4 to 6 tables having
16 to 20 covers. He is responsible for taking orders from the guest in his station
and proper service of dishes. He should be efficient enough to handle the guest
from time he comes in and till the time he leaves the restaurant. In some
specialty restaurant it is the job of the chef de rang to carve.
GARCON:
His main job is to prepare the perfect mise-en-place by checking the
side board and he is also responsible for the up keep of cutlery, crockery,
glassware for his table. He places the order in the kitchen and carries it to the
kitchen or restaurant for service. He is responsible for checks and he should see
that every bill is cash or properly cleaned and relayed immediately as the guest
leave the restaurant.
COMMIS DE RANG:
It is the job of the assistant waiter to take care of general cleanliness of
the restaurant. He takes away all the soiled plates and unwanted dishes from
restaurant to pantry. He collects the cutlery. Crockery and glassware from the
stewarding department after it is being polished. It is the duty of assistant waiter
to stock the side board as and when needed. He sometimes helps the waiter to
serve food and beverages.
COMMIS DE BRASSEUR:
He is the new comer to the hotel industry. He holds the junior most position in
Restaurant. He carries the dirty plates and dishes to the wash area. His main job is to
18
keep his service area clean. Before he starts to serve the guest, he should get used to
handle cutlery and crockery.
COMMIS DE WAGON:
He is the next level of asst. waiter who is given the job on taking the trolley
around the restaurant. Normally he takes the Hors d'oeuvres trolley and pastry trolley.
SOMMELIER:
This position is not very common in India. He must know completely
about wines and its origin. He should know which wine accompany which food,
when to serve them and at what temperature. He should have good knowledge
about cigars, cigarettes, and cocktails. He should also be aware of the licensing
laws prevalent in the city and should be efficient salesperson.
ASST. WINE WAITER:

He assists the sommelier by keeping the wine glasses clean and tidy to
serve the guest.
C. French terms related to F&B staff

SL.NO FRENCH TERM ENGLISH TERM
.
1. DIRECTOR DU RESTAURANT RESTAURANT MANAGER
2. MAITRE D’HOTEL SENIOR CAPTAIN
3. HOTESSE HOSTESS/RECEPTIONIST
4. SOMMELIER WINE WAITER /BUTLER
5. CHEF DE RANG CAPTAIN
6. DEMI CHEF DE RANG ASST.CAPTAIN
7. GARCON WAITER
8. COMMIS DE RANG STEWARD / WAITER
9. COMMIS DEBARRASSEUR BUS BOY /BUS PERSON
10. CHEF DE BUFFET BUFFET ASSISTANT
11. COMMIS DE WAGON TROLLEY BOY/ TROLLEY PERSON
12. TRANCHEUR THE CARVER
13. ABOUYEUR THE BARKER ( COUNTER CHEF)
14. CHEF D’ ETAGE FLOOR WAITER
15. CHEF DE SALLE LOUNGE WAITER
16. CHEF DE VIN WINE WAITER
17. PLONGEURS POT WASHERS
18. SERVIETTE NAPKIN
19. CARTE DU JOUR CARD OF THE DAY
20. SOUPE DU JOUR SOUP OF THE DAY
21. PLAT DU JOUR DISH OF THE DAY ( USUALLY MAIN
COURSE)
22. A LA CARTE ( BY THE CARD) INDIVIDUALLY ORDERED AND
PRICED MENU
23. TABLE D’HOTE( THE TABLE OF MEAL AT FIXED TIME AND PRICE
THE HOST)
19
24. MIS-EN-SCENE PREPARING THE RESTAURANT
ENVIRONMENT
25. MIS-EN-PLACE (PUT IN PLACE) PREPARATIONS BEFORE SERVICE
STARTS
D. Duties & responsibilities of F&B staff
What is Job Description?

A job description is a formal document that specifies the duties and
responsibilities of a job holder. It also mentions reporting relationships, level of
authority and those individuals and departments one coordinates with.
What is Job Specification?
A job specification is the profile of the person who will do a particular job. It
includes issues like minimum education, experience, technical training, skills and
competencies required.
JOB DESCRIPTION OF FOOD & BEVERAGE MANAGER
Duties & Responsibilities:
1. To maintain efficient catering services within the hotel for the markets previously
identified in the marketing and catering policies.
2. To maintain effective control of raw material, labour and equipment costs used in the
Food and Beverage Departments.
3. Co-operate with heads of Departments in producing Departmental budgets for
approval by the Chief Accountant.
4. To be responsible for achieving required revenue and profit targets for, all selling
outlets, maintaining the agreed standards of Food and Beverage production and service
as laid down in the catering policy.
5. Co-operate regularly at staff meetings with the heads of Departments, together
comprising the Food and Beverage Department.
6. To be responsible for Hygiene and safety standard in the Food and Beverage
Department and ensure all legal requirements are met.
7. To maintain efficient catering services within the hotel for the markets previously
identified in the marketing and catering policies.
8. To maintain effective control of raw material, labour and equipment costs used in the
Food and Beverage Departments.
9. Co-operate with heads of Departments in producing Departmental budgets for
approval by the Chief Accountant.
10. To be responsible for achieving required revenue and profit targets for, all selling
outlets, maintaining the agreed standards of Food and Beverage production and service
as laid down in the catering policy.
11. Co-operate regularly at staff meetings with the heads of Departments, together
comprising the Food and Beverage Department.
12. To be responsible for Hygiene and safety standard in the Food and Beverage
Department and ensure all legal requirements are met.
13. To be prepared to attend any other staff meeting as arranged by the general
manager.
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14. Co-operate with the personnel Department in the recruiting and training of new
personnel for the Food and Beverage Department.
15. In consultation with the chef and based on the availability of ingredients and
prevailing trends, the Food and Beverage Manager should update and if necessary
compiling new menus. New and updated wine lists should also be introduced regularly.
16. Ordering of stocks.
JOB DESCRIPTION OF ASSISTANT FOOD AND BEVERAGE MANAGER
1. The assistant Food and Beverage Manager assists the Food and Beverage Manager in
running the Department by being more involved in the actually day- to-day operations.
2. Assisting section heads during busy periods.
3. Taking charge of an outlet, when an outlet manager is on leave.
4. Setting Duty schedules for all the outlet Managers and monitoring their performance.
5. Running the Department independently in the absence of Food and Beverage
Manager.
I. Job title : Restaurant Manager/ Restaurant Manageress
Reports to : 1. Food & Beverage Manager

: 2. General Manager
Supervises : Senior Captains, Captains, Hostess, Waiters, and Busboys and
Apprentices/ Trainees
Job Summary : To recommend and meet budgets and goals by leading a service
team that ensure quality service standards with personalized guest
attention.
1. Organization and administration of Food & Beverage service areas.
2. Compilation of menus in conjunction with the Executive chef.
3. Control expenses and Service equipment Stock of the restaurant.
4. Maintain discipline and conduct staff appraisal.
5. Observation of Food Hygiene, Health and Safety Regulations.
6. Lead, train and motivate the Service team.
7. Setting and maintenance of all service standards.
8. Resolve Guests and Staff complaints and grievances.
9. Represent the restaurant in Food and Beverage meetings.
10. Schedule staff rotations and duties and organize extra hands when required.
11. Customer relationships. Meet guests to develop guest database to ensure continued
patronage.
12. Responsible for proper billing and cash recovery for Food & Beverages served.
13. Achievement of profit and Revenue targets. Innovative selling techniques.
14. Staff recruitment, Training, Promotions, Transfers ,Appraisals,Termination etc
15. Overall in-charge for future growth and stability of the restaurant.
Limits of Authority:
1. Evaluates performance of staff
21
2. Discipline of staff
3. Power to void or cancel Bills/ Checks
II. Job title : Senior Captain (Restaurant Supervisor) (Maître D’hôtel)

Reports to : 1. Restaurant Manager
: 2. F & B Manager
Supervises : Captains, Hostess, Waiters, and Busboys and
Apprentices/ Trainees
Job Summary : To organize, supervise and train all service personnel in the
restaurant with a view to provide fast efficient and highly
personalized food & beverage service
1. Schedule Weekly/ Fortnightly/ Monthly Staff duty shifts with the approval of
Restaurant manager.
2. Allot daily duties to subordinate staff.
3. Conduct Daily Briefing and De-briefing.
4. Attend to guests complaints and ensure guest satisfaction through immediate
action.
5. Organise the training of staff for meeting the standards of service.
7. Customer relationships
8. Sales promotion.
9. Inspect the mis-en-scene and mis-en-place to ensure the smooth flow of
operations.
10. On the Job training.
11. Maintain and control the par stocks of cutlery, crockery, glassware, linen, and
other equipments.
12. Control costs by preventing wastages and breakage.
13. Assist F&B controls and Accounts departments in stocktaking.
14. Maintain Table reservation, Guest Comment cards.
15. Maintain Attendance Register, Absence, leave records of the staff.
16. Preparing Indents and Requisitions for the restaurant.
17. Proper distribution of Tips money as per laid down procedure.
III. Job title : Captain (Head waiter) (Chef De Rang)

Reports to : 1. Senior Captain
: 2. Restaurant Manager
Supervises : Waiters and Busboys and
Apprentices/ Trainees in his/her charge
Job Summary : To organize and supervise an assigned restaurant station with a
view to provide fast and efficient food & beverage service.
1. Meet, greet and seat guests in the absence of Hostess.
2. Train and supervise restaurant waiters to give high standards of service.
3. Conduct briefing in the absence of Senior Captain
4. Inspect given stations table set ups & mis-en-place.
6. Sell food and beverage so as to meet restaurant sales forecast.
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7. Supervise and assist in service if waiters are busy.
8. Serve wine according to international practices.
9. Take order for Food & Beverage correctly.
10. Maintain discipline during service.
11. Check Service as per (S.O.P) Standard Operating Procedure.
12. Keep a check on Inventory of service equipments.
IV. Job title : Wine waiter / Wine Butler (Sommelier)

Job Summary : To present, suggest and serve wine and spirits to guests as per the
standards of the restaurant.

1. Requisition the wines and spirits from the bar.
2. Display wines and spirits at display counter/ display trolley.
3. Stock the trolley with different glassware, Peg measure, and other accessories.
4. Present trolley to seated guests and promote wine & spirits sales.
5. Prepare KOT for the drinks sold to make bills from the cashier.
6. Maintain the fixed par stock of Wine &Spirits at all times.
V. Job title : Steward (Waiter/ Waitress) Commis De Rang)

Reports to : 1. Captain
: 2. Senior Captain
Supervises : Asst. Waiters and Busboys and
Apprentices/ Trainees in his/her charge
Job Summary : To provide quick and personalized Food & Beverage service to
guests at allotted tables as per standards of service laid down and
to the best of guest satisfaction.

1. Attend briefings prior to restaurant opening with Waiter’s kit.
2. Check all equipments in the restaurant for serviceability & maintenance.
3. Learn Soupe du Jour, Plat Du Jour items, Non-available items, New arrivals
4. Preparation (mis-en-place) and presentation (mis-en –scene) of his /her station.
5. Requisition fresh linen for soiled, collect stores Indent.
6. Fold Serviettes (Cloth napkins) required for the restaurant.
7. Lay table covers as per standards set.
8. Present wine-list / menu cards to guests.
9. Provide friendly and efficient service to guests.
10. Present the Bills and receive payment correctly
VI. Job title : Restaurant Hostess

23
Job Summary : To receive and record table reservations requested for the
restaurant. To extend warm and courteous welcome and
hospitality to guests visiting the restaurant and allot them a table.

1. Collect the restaurant reservation register from the overnight caretaker and mail
from the F&B office.
2. Receive and post table reservations in the register ensuring equity of load among
stations.
3. Attend briefings before the restaurant opening.
4. Clean and arrange the hostess desk with menu cards, guest comments cards etc.
5. Attend all in-coming calls of the restaurant in the shift.
6. Meet, greet and receive guests and lead them to tables.
7. Present Wine list/ menu cards to the guests.
8. Provide guests with hotel information.
9. Enquire the guests whether the food and service is up to their satisfaction &
expectation.
10. Handle (if) any complaints immediately.
11. Wish every guest when leaving and invite them to come again.
12. Record and maintain Guest History register.
13. Alert guest if phone calls or message come for them.
14. Complete any written work to be done in the restaurant.
VII. Job title : Bus boy / Asst.waiter (Commis Debarrasseur)

: 2. Senior Captain
Job Summary : To provide supportive help to waiters in mis-en-place, pick-up

food from kitchen, clearance of soiled dishes, table set-ups,
replenishing guest water / drinks.

1. Report for briefing
2. Collect fresh linen from housekeeping.
3. Collect washed cutlery, crockery, glassware and clean & polish to stake at
sideboard.
4. Replenish water jugs and ice-buckets.
5. Pick –up food from the kitchen to restaurant and take soiled dishes from
restaurant to wash-up area.
6. Provide assistance to waiters during service.
7. Help in getting stores indent if required.
VIII. Job title : Carver (Trancheur)

: 2. Senior Captain
Job Summary : To present, carve and serve Roasts/ Large cuts of meat to guests
as per the standards of the restaurant.
24
1. Requisition the cooked whole meat from the kitchen.
2. Clean and display the meat and its accompaniments on the trolley.
3. Keep carving kit (Carving knife, Carving fork, Knife Sharpening File) Sauce
boats, plates, cutlery and cutting board ready.
4. Present trolley to guests, take orders and carve out the portion in front of the
guest and serve with accompaniments and sauces.
5. Prepare KOT for the meat portions sold to make bills from the cashier.
E. Attributes of a waiter
Attributes of Food & Beverage Service Personnel
Or
Essential Qualities of a Good Waiter
In food and beverage service the person who comes in contact with the guest for
the maximum amount of time is the waiter.
Every guest is of different type with different interest, that’s why the
waiter's job becomes very difficult as he has to satisfy all of them. Waiters are
necessary for the success and the development of the hotel. It is important not to
forget that, the waiter is the first person with whom the guest comes in contact
with inside the restaurant. The reputation of the hotel or the restaurant depends
on his skill, interest and good qualities.
Special importance and great care should be taken for selection of the
service staff. In view of the important role of the waiter the service staff must
have the following qualities.
SENSE OF PERSONAL GROOMING
A professional and hygienic appearance with a high service sense of personal
grooming is required to give a good impression to the guest. The following points are
essential to be kept in mind for personal hygiene
1. Daily shave & Twice a day bath is necessary
2. Hair should be neatly trimmed
3. Men should avoid long hair and women should not have movable hair.
4. Hands must be free from Nicotine Stains, clean and well trimmed nails.
5. Always smell good use deodorants but do not use nail polish.
6. Uniform should be clean and neatly pressed.
7. Suppose a perfume is used it should not be strong.
8. Females should wear light make - up only.
9. Shoe should be comfortable and well polished.
10. Designed shoe are not encouraged, plain shoes are necessary.
11. High heels are not relevant as it makes accident.
12. Teeth should be brushed immediately before service.
TOOTHCARE:
Five Golden rules that help prevent Tooth decay.
I) Brush 2 times a day
ii) Replace your toothbrush every 3 months.
iii) Use trusted quality toothpaste.
iv) Visit your Dentist every 6 months.
25
v) Eat food rich in Vitamins and minerals.
1. CONDUCT:
The Staffs conduct should be good at all times essentially in front of the guest. The
rules and regulations of an establishments must be followed and respect shown to all
senior members of the staff.
2. LANGUAGE PROFICIENCY:
The way in which the waiter speaks inside the restaurant is very important. A good
knowledge of English is essential to deal with the good guest and additional knowledge
of French and German is essential not only for the menu knowledge but also for the
tourists from Europe.
3. COURTESY:
It is the Hall-mark of a good waiter to be courteous at all times not only to the guest.
but also to his supervisors .While talking to the guest the waiter must be polite and the
words like thank you sir, may I help you, madam or sir ,excuse me, beg your pardon,
sorry, certainly, my pleasure, good bye, pleased to serve you must be used while dealing
with guests. Waiter should remember that the guest is always correct.
4. HONESTY:
Honesty is the best policy. To be honest in the working place is very important.
Misleading the guest with wrong statements will lead to trouble. The waiter must
consider the hotel equipment's and furniture as his own and take care properly. Taking
food in the working place without permission is a bad habit which should be avoided.
He must control his temptations at all times.
5. PUNCTUALITY:
Punctuality is an important quality for a good waiter. If the staff is continuously
Late on duty, it shows his lack of interest in work and it also shows the lack of respect
for the management. One must have it as a principle to never come late for duty.
6. LOYALITY:
The Staff obligation and loyalty are first to the establishment or the hotel in which they
are employed and its management. The waiting staff is expected not to talk more as in
the market.
7. CO-OPERATION:
Co-operation with al the staff is very much important inside the restaurant for an
efficient service. The waiting staff is expected to co-operate with all other department
in the hotel to give the best possible service to the guest. The waiter should consider
himself as a member of brigade and co-operate with all staff.
8. DIPLOMACY:
Very often there are situations when guests are irritated for some reason or other, the
waiter should be careful in dealing with such people. Sometimes a drunken guest will
create problem inside the restaurant and this is to be solved with great diplomacy. The
waiter is expected to handle the situation in a cool and smooth manner.
9. CALMNESS:
Every waiter is constantly in touch with the guest. Therefore they come under heavy
pressure. The demand for personalized service never ends. There may be a situation
when the waiter has to serve 20 to 25 guests at a time. The waiter should have a high
degree of tolerance for the pressure of work and be calm at all times.
10. ABILITY TO REMEMBER NAMES & FACES:
This single quality differentiates a good waiter from an average waiter. Every
individual would like to be called by his name and he will feel important in front of
26
others and recognised. If possible a waiter should be able to remember all his guests’
likes and dislikes which gives an impression of excellent and personalised service. It
helps in creating a total dining experience.
11. PHYSICAL FITNESS:

Food and Beverage department requires the waiter to work for a long time. The
waiting staff should be physically and mentally be alert to the duty inside the
restaurant. In order to be out of weak in physical fitness, it is required for the staff to
take adequate rest and healthy diet combined with some regular exercise for the body.
12. TECHNICAL SKILL & KNOWLEDGE:

It is one of the best qualities of a good waiter. A waiter’s knowledge about the menu
and food, beverage & tobacco should be above average. This knowledge helps the
steward to convince the guest in an easier manner. This waiter is also required to have
deep knowledge about all types of services carried out in star category hotels.
13. SALES ABILITY:

The Staff who work in the food & beverage service area reflect the image of the
establishment. They are the sales people who effectively sell all the items of F&B in a
correct manner.
14. ATTITUDE TOWARDS THE GUEST:
The correct approach towards the guest is of utmost importance. The Staff must
not be lethargic but anticipate the guest’s wishes and needs. A careful watch should be
kept on the guests at all times during the service without staring. The guest should not
be irritated which will make the situation worst. Some decisions and situations
handling can be left to the supervisory level if the situation is going out of hand.
NEGTIVE ATTITUDES OF A WAITER TO BE AVOIDED:

Given below are certain attitudes which a waiter must be warned against
adopting:
1. Forgetting to say "Thank you" or failing to "acknowledge a tip".
2. Asking for tips, counting the tips or jingling coins in pockets
3. Bad temper or indifference should be avoided.
4. Talking too much to guest while they are conversing with each other.
5. Ignoring the guest, by talking among themselves.
6. Hurrying the guest to get their stations cleared, so that they can leave early.
7. Using a bad form of speech.
8. Using bad form of service
9. Adding up the bills wrongly.
10. Unauthorized Eating during the service.
11. Putting service cloth in pocket.
12. Soiling the menu card by keeping them in shirt front.
13. Carrying pen or pencils behind ears.
14. Having bad breath or body odour.
15. Chewing gum on duty hours.
16. Wearing dirty cloth or shirt (uniform on duty)
17. Sneezing or coughing carelessly inside the restaurant.
18. Wearing high heeled shoes or unpolished shoes.
27
19. Quarreling or being noisy.
20. Indulging in preferential treatment of guests.
F. Inter-departmental relationships
(Within F&B and other department)
INTER-DEPARTMENTAL RELATIONSHIPS
ENGINEERING
FRONT OFFICE
FOOD
PRODUCTION
PURCHASE
STORES
F&B
OUTLETS SECURITY
HRD
ACCOUNTS
HOUSE
KEEPING
SALES & F&B
MARKETING CONTROLS
F & B SERVICE WITH FRONT OFFICE
1. Information of guest arrival and departure.

2. Information of all important arrival for placement of amenities.
3. Maintenance and sharing of guest profiles and (G.H.C) with the service staff for
personalized service.
4. Clearance of bills of resident guests using the F&B outlets.
F & B SERVICE WITH HOUSEKEEPNG

1. Providing Linen for F&B usage.
2. Providing Uniforms to F&B service staff.
3. Cleaning & maintenance of F&B outlets.
4. Pest control /Fumigation
5. Information on clearance of Trays/ Trolleys on guest floors.
6. Horticulture. Maintenance of in-door plants of outlets.
7. Providing Rose buds for table Flower vase & Bouquet flowers for V.I.P.s
8. Providing plant pots for special occasions like lawn parties
F & B SERVICE WITH ENGINEERING / MAINTENANCE DEPT.
28
1. Monitoring lights, air-conditioning, and music, hot & cold water supplies.
2. Maintenance of all electric equipment and fittings in the F&B outlets.
3. Arranging for all Technical requirements (like audio-visual, OHP, etc.) for
banquets.
4. Providing Fire fighting gadgets and its maintenance.
F & B SERVICE WITH (KITCHEN) F&B PRODUCTION
1. Receiving of Food & Beverage on producing K.O.T.

2. Special requests, Needs and Feedback from guests.
3. Menu planning / introduction of new dishes/ sales promotion etc.
4. Hot plate / smooth food pick-up systems.
F & B SERVICE WITH ACCOUNTS
1. Billing of guests orders.

2. Food & beverage control.
3. Requisitioning and Indenting for F&B items
4. Payment of salary & wages /Sanctioning of (OT) over-time.
5. Sanctioning of Purchase requests.
F & B SERVICE WITH SALES & MARKETING
1. Planning better, more effective and economical services and strategies.

2. Organizing and promoting of events.
3. Creating Goodwill
4. Marketing schemes to attract customers.
5. Manipulating all feedbacks from guests for better sales.
F & B SERVICE WITH PERSONNEL DEPT. (Human Resource Dept.)
1. Man power Planning / Recruiting / Training and Staffing of all employees

including F&B staff.
2. Fixation of salaries in consultation with Dept. heads & management.
F & B SERVICE WITH SECURITY
1. Security Dept. is responsible for safety of the entire hotel property and guests.
This includes F&B service outlets and guests.
2. Security personnel are specially deployed for banquets or parties with large
number of guests.
3. Any thing goes out of the hotel or comes into the hotel from outside is checked
by the Security
4. The hotel staff are checked thoroughly when they come in or go out of the hotel
premises.
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UNIT- III
I. FOOD & BEVERAGE SERVICE OUTLETS
INTRODUCTION:-
Any large hotel has two main revenue earning departments. They are
Front office and F&B service. The opportunities for advancement F&B service
department are many like, F&B Manager, Restaurant manager, Station
waiter, Wine Waiter are few of the positions available for any one who is
interested to work F&B service department. In large hotels many F & B
outlets are available for the guest to enjoy their meal during stay.
STAND ALONE RESTAURANT/ BAR:-

These are Food & Beverage Service outlets operated and managed by
individual owners or groups of restaurant owners. They are not attached to any
facilities like Rooms, Suits, and other recreational facilities like swimming pool,
shopping centre, beauty parlour etc. The standards of food & beverage quality&
service may differ depending on factors such as location, clientele, cuisine and
type of service offered. Example Maxim restaurants worldwide, Annapurna
chain of restaurants in south India. Working hours may be 6-00 a.m. to 12-00
midnight serving all three meals, only lunch & dinner service or only dinner in
some restaurants depending on the guests’ requirements. Stand alone bars can
be operated as per local Government laws(Prohibition Act) with regard to
opening , business hours and closing time of any given state/country.
SPECIALTY RESTAURANT:-
All large hotels have one or more specialty restaurant in addition to
main restaurant. This restaurant is open only for lunch and dinner or only for
dinner. The atmosphere is normal like the main restaurant with dim light, wall
to wall carpeting, and music according to theme). Mostly a La Carte type of
service only is offered for guests. The cuisine is not multi cuisine, but a specialty
cuisine. The theme could be of a particular country eg:- Chinese, Mexican,
Italian etc, of a particular region eg: Punjabi, Malabar, Tex-Mex which is a
combination of Texas state of U.S.A. and Mexico and a particular type of food
like Vegetarian, Jain cuisine, exclusive Sea-food, only Kebab restaurant. The
capacity is less than 100 covers. This outlet is headed by the Restaurant
manager who also has a team of staff to work for him. A restaurant receptionist
or hostess works here.
MAIN RESTAURANT:-
Any main restaurant in the hotel is open from early morning to mid-night
covering all the three major meals (breakfast, lunch & dinner) of the day. The
cuisine offered here is multi cuisine. The atmosphere inside the restaurant is
formal with wall to wall carpeting, channel music, with centralised air
conditioning. Mostly A-la-Carte service is offered for the guests. But there are
few main restaurants where Table d’hôte (TDH) and Buffet services is also
offered. The main restaurant manager who has the team of staff to help him to
run the restaurant. It is common to see a hostess inside the restaurant. It is her
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duty to greet and guide the guests to the table and present menu cards to
them. The main restaurant has the capacity about 100 to 120 covers.
COFFEE SHOP:-
This is another service outlet, which is open round the clock. This concept
is borrowed from U.S.A. It gives 24-hrs service to guest who needs breakfast,
snacks, beverages, lunch and dinner. The atmosphere is informal with bright
light, channel music etc. The characteristic of the coffee shop is its speed of
service. Mostly the service is pre-plated (American service). Liquor may be sold
during licensing hours as per the Laws of the state. The coffee shop is managed
by coffee shop manager, who also has his team of staff to assist him. Mostly A la
Carte is offered for the guest. But in a few coffee shops, Table d' Hote and
Buffet service is also given, Cuisine is multi cuisine. The revenue generated from
this outlet is the second highest in Food & Beverage Service dept.The capacity
varies from 80 to 120 covers.
BAR:- There are two kinds of bars in Indian hotels.

1) Public bar:-It is located in the public area, and is used for the service of paying
guests, be it in-house guests or non-residents.
2) The Service bar or the Dispense bar:-
It is used for dispensing drinks to other outlets of the hotel such as Coffee
shop, Room service, Banquets and the Specialty restaurant. It is generally
located in the back area of the hotel and is open round the clock. It should be
well stocked to meet the demands of all the outlets.
This service outlet serves alcoholic and non-alcoholic drinks unlike the
other restaurants. It is open from 12 noon to midnight in most hotels. In India
by the name of PERMIT ROOM bars are kept open between 11-00 am to 3-00
p.m. And in the evening from 7-00pm to 11-00 p.m .The atmosphere inside the
bar is semi formal with dim light & cozy, wall to wall carpeting, very soft music,
with centralised air conditioning. The bar manager who has the team of staff
manages the bar. Different alcoholic drinks like Brandy, Whisky, Rum, Vodka,
Gin are some of the stronger spirits served. Drinks like Wine, Beer, and
Cocktails are also served for guests. Bar snacks like finger chips, wafers,
peanuts, chicken tikka, kebabs, fish fingers etc. are also served here. All bars
have the capacity of 30 to 40 covers.
ROOM SERVICE:-
This outlet is located near the kitchen and service lift. This service outlet
gives a more personalised service to the guests. To personalise service to their
guests, most luxury hotels offer Butler service. The Room Service is also known
as Floor service in some countries. Room Service Order Taker (RSOT) in the
department takes the food & beverage order over telephone. It is then passed on
to the senior captain or senior waiter who executes the order, as this is more
personalized service. The rate is slightly higher than Coffee Shop rates but lesser
than theme restaurants. The food is taken to the room with the help of trays and
trolleys. This department is headed by the room service manager, who has also
a team of staff to work for him. A Room Service Order Taker (RSOT) or Sales
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assistant in this department plays an important role in selling foods. This outlet
is open round the clock and the guest has the facilities of ordering food and
beverage to his room.
BANQUETS:-
The Banquet department is the largest revenue-earning department
among the Food & Beverage outlets. This department has various Conference
halls, ballroom and meeting venues. This outlet mainly caters to large weddings,
birthday parties, get-together and gathering for special occasions. The service is
mostly, buffet service, which can be formal, informal or semi formal depending
on the type of function. Banquet manager is head of the department who has
sales assistance to sell the halls for banqueting. This outlet also rents out
different halls for Exhibitions, Fashion show, Book sales and other programmes.
As the banquet department does not have continuous operations throughout the
year the waiters are mostly casual labourers.
BAR-BE-QUE:-
This is one of the smallest service outlets usually located near a swimming
pool. This is usually managed by the coffee shop staff or banquet staff as there is
no exclusive staff available for the outlet. Different type of atmosphere is created
for the guest by having this outlet in open air. Sometimes live music is provided.
The food is mostly grilled over open fire using charcoal and it is done in front of
the guest. The capacity is about 50 to 60 covers. As this is an open-air
restaurant, it is open only for dinner. It is very popular during summer holidays
and week-ends. Type of service is formal.
DISCOTHEQUE:-
This outlet is principally meant for dancing to the recorded music and
occasionally a live band may also perform. A DJ (Disco Jockey) may perform
here to operate the music system and to interact with the guests in providing
their choice of music. Apart from serving alcoholic beverages, food items like
light snacks are also served here. This outlet is operated to attract the younger
generation of the society. Most Discotheques are open in the evening and closes
latest by 3.00 A.M in India.
GRILL ROOM or ROTISSERIE:-

Various meat cuts are grilled or roasted here. Grillroom has a glass
partition between the kitchen and the restaurants so that the guest can choose his
meat cut and see the actual preparation. Hence very high level of hygiene
standards must be maintained. These restaurants are called as See-through or
transparent restaurants. The food served here must be of excellent quality.
OFF PREMISES CATERING:-

This means catering to a large number of guests at a venue of their choice
away from the hotel. Many hotels, restaurants and catering contractors meet this
growing demand. The type of food and set up depends entirely on the price
agreed upon. Out door catering includes catering for functions such as
marriages, parties and meetings.
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TAKE AWAY:-
Guest orders are served from single point at a counter. Food is consumed
off the premises. Menu generally includes all food items that are easy to take-
away (packed).Free home delivery are also provided. Special packing material
will be an added expense.
HOME DELIVERY:-
Food orders are received in person or over phone. Food delivered to
guests’ home or place of work. E.g. WOW (Waiter on Wheels in New Delhi).
MOW (Meals on Wheels in England), McDelivery from McDonalds pizza home
delivery. Pizza corner is popular in many countries. Their motto “You Ring We
Bring”.
FOOD COURT:-
Series of autonomous counters where guests may either order or eat (as in
a bar counters.) Or buy from a number of counters and eat in a separate eating
area provided by the establishment.
CONCLUSION:
We see that F&B service department has various outlets, where different
food is served in a different atmosphere. Different types of service are given to
the guest to suit the different taste of the guest.
MICE Department –
M = Meetings (Corporate)
I = Incentives
C = Conventions (Congress, Conferences, Confexes)
E = Exhibitions
 The term MICE represents a sector of tourism which includes business events
and activities.
 Travellers attending MICE activities have a purpose beyond leisure tourism.
 People who are connected with MICE are business travellers.
 These business travellers are connected to different sectors of the tourism and
hospitality industry through their MICE activities.
Meetings-
 Meetings bring people together in one place for the purposes of sharing
information and discussing and solving problems.
 Meeting attendance can range from ten to thousands of people.
 During a meeting, there will usually be food and beverage served.
 Meeting times vary depending on the meeting type.
Incentives-
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 Incentive travel is a management tool for rewarding and motivating sales
representatives, dealers, distributors, production workers &support staff.
 It is a rewards given to sales representatives who reach sales targets by sending
them on trips.
 The incentive trip comes with hotel stays, tour packages and planned activities
such as dinners, parties and games.
Conventions-
 Conventions are gatherings of people with:-
 Common objectives
 Organized to exchange ideas & views
 Information of common interest to the group.
 The company association, will organize a convention each year with a theme
related to the organization’s topic.
 Those interested in registering for the convention can pay the association a fee
for all the sessions, discussions, food and beverage, dinners, and site visits.
Exhibitions-
 Exhibitions are activities organized to show new products, services and
information. Exhibitions are portrayed towards potential customers or buyers.
 The exhibitor or company showing their new products, typically rents an area
from the organizer.
 They sets up a booth to meet with potential buyers.
The buyers or the public need an invitation or a ticket to be allowed into the exhibition.
PURPOSE
 Get sales leads
 New product introduction
 Build a network for influential contacts
 Gather latest information about the competitors
 Build the company’s image
II ANCILLIARY DEPARTMENTS
PANTRY OR STILL ROOM:-
The main function of a still room is to provide items of food and beverage required
for service of a meal which are not catered by other major departments in hotels
such as kitchen, larder etc.
STAFFING:
In a large first class establishment a still room supervisor is in-charge of the still
room. The person in-charge is responsible for the compilation of work Rota for all
still room staffs so that all duties are covered and it is fully staffed from first thing
in morning until the last thing in the night. The still room personnel are responsible
for picking up the items necessary for the service from either the stores or from
different kitchens. The still room equipments are washed by the still room personnel
only.
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EQUIPMENTS:-
1. REFRIGERATOR: For storage of milk cream, butter, fruit juices.
2. BUTTER MACHINE: For portion controlling of butter.
3. COFFEE MACHINE: Provision of hot water dispensing counter / milk
Dispensing and tea dispensing also.
4. SALAMANDER: for preparing bread toast, Melba toast etc.
5. BREAD SLICING MACHINE:
6. COFFEE GRINDING MACHINE:
7. COFFEE MACHINE
8. ESPRESSO MACHINE
9. PERCOLATOR
10. JUICE EXTRACTOR
PROVISIONS:-
Tea/coffee and all other beverages.
Assorted fruit juices. (Fresh & Canned, Bottled)
Milk and sugar.
Preserves: Jams, (cherry, plum, strawberry, mango, pine-apple), marmalade & honey
Butter.
Dinner Rolls, bread sticks, B/F Rolls (Brioche, Danish pastry, Croissants, Dough nuts,
Muffins, Palmiers, Chelsea buns etc) Melba toast
Assorted breakfast cereals e.g.: cornflakes, wheat flakes, porridge, rice flakes etc.
Assorted pastries, gateaux, assorted cookies and biscuits can be kept in this section.
B. Food pick-up area

This is an area from where cooked & ready to serve food is picked up by service
staff. Prepared food is handed over to the Abouyer (The barker or Counter-Chef).
There will be hot case to keep the food hot till it is picked up by the service staff. The
Counter chef will counter check the KOT with the Waiter’s copy of the KOT. After
verification food can be picked up and the kitchen copy of the KOT goes into the box
kept in the kitchen.
The Chef in-charge of the pick-up area must keep it clean and tidy at all times.
Food pick-up area must be well-lit and crowd free.
C. Store
Every outlet in F&B service department has to have a Store room, the size
depending on the outlet’s sales turn-over. The store is provided with Shelves and
cupboards to keep the following things for the day to day use.
1. KOT books (serial no. wise)
2. New Menu cards
3. Rough KOT books / Blank Duty –Roster book/ Tent cards / Guest Comments
cards/ Message slip books etc
4. Steak knives
5. Extra Corkscrews / Wine openers
6. Proprietary sauces (Ketchup, Red & Green Chilly sauce, Tabasco,
Worcestershire, 8 to 8 sauces etc./ Salad oil & vinegar
7. Table salt, White pepper powder, Castor sugar, Sugar cubes or Sachets/ Sweet-
n-Low sugar
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8. Toothpicks, Drinking straws, Paper napkins
9. F &B linen-Table cloth, Slip cloth, Serviettes (Cloth Napkins) Waiters cloth.
Glass cloth, Wiping cloth, Frilling Cloth, and Face towels
10. Plastic containers of different sizes & shapes ( for Take-away /Parcel orders)
11. First Aid Box
D. Linen Room in F & B service Dept.
Introduction
Table cloths, Napkins and slip cloths are usually described as Linen. There are many
qualities of linen available for present day use. Available are the finest Irish linen to
cotton to synthetic materials such as nylon and viscose. Type of linen used would
depend on the class of establishment, type of clientele and the cost involved, and the
style of menu and service offered. A Good Hotel / Restaurant will normally use Damask
for all Food & Beverage service linen.
TYPES OF TABLE CLOTH:-

(i) LINEN:-
It is the strong woven material made from the stem of flax plant. It can stand many
years of washing, scrubbing and ironing. Linen is also good in appearance.
(ii) COTTON:-
It is made from cotton plant and they are woven by hand or machine. They are not as
durable or linen
(iii) DAMASK:-
It is mixture of linen & cotton, but this has a shallow pattern, woven into the cloth for,
strength and beauty. The first damask was brought to Europe from the city of
Damascus, from which it has got its name.
The following Linens are normally found in Star rated Hotels/Restaurants.
1. BAIZE CLOTH
Uses of baize:-
a) It reduces the noise of the cutlery, crockery and glassware while they are placed.
b) It protects the surface of the table from getting damaged by absorbing excess water
or by absorbing excess heat.
c) It helps the table cloth to stand firmly on the table.
d) It protects the elbow & wrist from getting hurt at the edges.
2. TABLE CLOTHS
a) The table cloth is placed in centre with the centre folding forming a line in the
middle of the table.
b) Preferably table cloth should fall 9 inches to 12 inches below edge of the table.
c) Crumbled, soiled, stained table cloth should never be used.
d) Make sure the right side is on the top on the table.
3. SLIP CLOTH
This is laid over table cloths to protect it from spillage, attractiveness to the eye and
also to give table cloths a longer life. The size is 36 square inches approximately.
4. SERVIETTE OR CLOTH NAPKIN

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Napkins may be of the same colour as table cloths or in a colour that blends well with
the décor of the restaurant. Napkins should be spotlessly clean, starched and well-
pressed. Sizes may be 18 X 18 inches square or 20 X 20 inches square.
5. WAITER’S CLOTH or SERVICE CLOTH

These rectangular shaped cloths are used by every waiter as protection against heat
and to keep uniforms clean during service. Mostly white in colour. Size is 12 X 18
inches. Must be kept clean at all times by the waiter.
6. GLASS CLOTH
These are special Lint-free white cloths meant to be used for only wiping all types of
glass ware only.
7. DUSTERS
Used for wiping spillage of Food & Beverages with heavy dirt and stains in the service
area.
8. WIPING CLOTHS
Used for wiping cutlery crockery and other Service equipment’s.
9. WELCOME TOWELS (Turkish)
Cold & Perfumed towels are offered as a welcome towel to guests upon arrival at the
entrance of the restaurant to freshen up. Always white in colour. Size 6 x 6 square
inches.
10. FRILL CLOTHS

Available in multiple colour and lengths. Height is usually 2 ½ feet. It is also
available with “Ready to Use” frill cloths in different frill designs, colours and lengths to
save time spent on manual frilling work.
11. COCKTAIL NAPKINS
Used only in Bars & Pubs to wipe mouth and hand while drinking .Usually made of
Dark colours. Size 6 x 6 square inches.
12. BUFFET TABLE CLOTH
These are used to spread on the buffet tables. Size will be 2 feet breadth X 6 to 12
feet long.
13. TRAY CLOTHS
Quality Hotels & Restaurants may use Cloth materials on all Service trays. This
prevents equipments slipping and will also reduce noise while placing cutlery and
crockery on them.
14. TROLLEY CLOTHS

There are different types of Trolleys used in Hotels & Restaurants. Pastry trolley.
Liqueur trolley etc. Here cloths are laid before placing cutlery, plates and glasses.
15. FLANNELETTE
This is also known as Dry Buffing cloth or Dry Polishing cloth used to shine
articles after applying wet polish and allowing it to dry.
E. Kitchen stewarding – (Organization Chart)

Executive
Kitchen Steward
37
Kitchen
Stewarding
Supervisor
Utility Pot washer

Dish washer
Worker (Plongeurs)
1. Kitchen Stewarding- Role of Stewarding

Introduction:
This department plays an important role in the functioning of both Food
production and Food & Beverage service departments. It is headed by a Chief
Kitchen steward who reports to the F &B manager. Several supervisors work
under him. Each supervisor has a team of Utility workers (Kitchen stewards)
who do the manual work of the dept. Each Supervisor is responsible for the
assigned tasks. The staffs are mostly unskilled hence they have to be trained and
supervised effectively by the supervisors.
This is a 24-hour department. The operations are mainly in the back area. Strict
supervision can control wastage, breakage and getting equipments repaired when
necessary.
The job responsibilities are:
1. Polishing of all EPNS and S.S. equipments.
2. Maintaining cleanliness in the kitchen, back area, staff cafeteria and of the
kitchen equipments.
3. Monitoring the garbage disposal system. Collecting & Clearing of wet and dry
garbage as well as empty bottles and tins/cans.
4. Cleaning of Executives & staff locker room.
5. Cleaning the receiving area.
6. Monitoring the supply of gas and coal to the kitchen and maintaining the gas
bank.
7. In some establishments, Kitchen stewarding also looks after the meal service in
the staff cafeteria.
8. Taking periodic inventories of all kitchen and F&B outlet equipment.
9. Keeping track of breakage and necessary replacements after informing the
departmental head.
10. All dish and Pot washing.
UNIT - IV
Classification of F & B Service Equipments

Or
38
Enumeration
Introduction:
Enumeration means numbering and to naming of each and every equipment. Here we
number all the Food & Beverage service related equipment and identify them by their
names. This practice helps students to know about all equipments by name, size and
their uses in giving a better quality service to guests.
FURNITURE:
Furniture must be chosen according to the needs of the establishment. Wood is the most
commonly used material in dining room furniture. Furniture may also be made from
Aluminium plated steel or brass. Nowadays wooden topped table with a metal base is
also used. Some use moulded chairs or tables from plastics and fiberglass. Table tops
can be of Sun-mica or plastic-coated where paper place-mats are used for dining
purposes. Table tops can also be of Marble, Granite, Teak wood and Glass (Thick)
Tables-
Tables come in three accepted shapes namely Round, Square and Rectangular. One can
have a mixture of these shapes to give variety in a Dining room.
Some large sizes tables come in foldable type to save space in storing, when not in use.
Height of a Dining Table- 30” (inches) or 2.1/2ft. from the ground level.
SQUARE TABLES
Size 2 ft.6 in. X 2 ft.6 in. =2 covers
Size 3 ft X 3 ft. = 4 covers
RECTANGULAR TABLE
Size 4 ft. 6 in. X 2 ft. 6 in. = 4 to 6 covers
ROUND TABLES
Size 3 ft. diameter = 4 covers
Size 5 ft. diameter = 8 covers (Tables are of Foldable type)
HOSTESS DESK
CUPBOARDS & SHELVES
Side Board
ARRANGEMENT OF SIDEBOARD (DUMMY WAITER)

Introduction:
Sideboard is a piece of furniture with Shelves and Cupboards to stock cutlery, crockery,
glassware and linen necessary to equip a particular waiter’s station or a set of tables in
an F & B outlet.
The Sideboard is also called the Dummy Waiter (Dumb waiter) or Side Station or
Service Console.
The side board should be of minimum size and Portable (on wheels) so that it may be
moved easily if necessary.
The material used to make the side board should blend with the restaurant’s décor.
The top should be of Heat resistant material which can be easily washed.
39
The actual lay-up of a Sideboard depends on the type of menu and service offered like A
La Carte or Table D’ Hote menu or Coffee shop or Specialty restaurant.
Draw Diagram of a Sideboard lay-up.
Training Aids or Items to be found on a sideboard.

Cutlery
1. Service spoons & Service forks
2. Soup spoons
3. Dinner knives & Dinner forks
4. Fish knives & Fish forks
5. Dessert spoons & Dessert forks
6. B & B Knives
7. Tea spoons & Coffee spoons
8. Parfait spoons Or Sundae spoons
Crockery
2. Dinner plates
3. Dessert plates
4. B & B plates or side plates
5. Tea & Coffee cups
6. Saucers
7. Under liners Or Under flats
8. Extra Ashtrays
Glassware
40
1. Water goblets
2. Wine glasses if used
Others
 Hot plate
 Water jugs
 Check pads or Check Folders
 Bread baskets
 Beverage rounds / Salvers
 Trays
 Toothpick holders
 Straw holders
 Rough KOT pads
 Proprietary sauces like Tabasco/Ketchup etc.
 Pepper mill
 Menu cards
 Folded Serviettes/ Table cloths
The actual lay-out, size and equipments to be stacked in a Side board may vary
according to the outlet and type of service offered.
CUTLERY
Introduction
Cutlery implies implements used for cutting and eating food. It includes knife, fork and
spoon.
Cutleries used in Hospitality industry are either (S.S) Stainless Steel or (EPNS) Electro
Plated Nickel Silver. Gold Plated Nickel Silver (GPNS) may also find a place in
Exclusive clubs operated by deluxe hotels.
Major difference in the two materials is of appearance and cost. The quality of EPNS
depends on the thickness of silver plating.
Stainless steel cutlery has 2 grades.

18/8 (18% Chromium, 8% Nickel) and 12/12 (12% Chromium, 12% Nickel) and the
remaining metal being Steel.
Cutlery can be purchased with 2 different finishes
1. Mat finish and 2. Mirror finish or Shiny finish
Cutlery is more usually known as silverware or flatware in the United States, where
cutlery usually means knives and related cutting instruments; elsewhere cutlery
includes all the forks, spoons and other silverware items.
41
S. No. Name of the Ware Size Uses
1. Dinner Knife 8 inches Used for having Meat.
(Joint knife, Large knife)
2. Dinner fork 8 inches Used for having Main Course.
(Joint fork, Large fork)
3. Dinner spoon 8 inches Used for having Main Course.
4. Service spoon 9 inches Used for serving food.
5. Service fork 9 inches Used for serving food.
6. Soup spoon 7 inches Used for having soup.
7. Dessert spoon 7 inches Used for having desserts.
8. Tea spoon 5 1/2 inches To stir Tea.
9. Coffee Spoon 4 inches To stir Coffee.
10. Fish knife 7 inches Used for having fish
11. Fish fork 7 inches Used for having fish.
12. Small knife 7inches Used for having dessert
13. Small fork 7 inches Used for having dessert.
14. Mustard spoon 3 1/2inch To take mustard from Mustard
pot.
15. Ice cream spoon 5 inches Used for having Ice-cream.
16. Preserves spoon 5inches Serving Jam & Marmalade for
breakfast.
17. Parfait spoon/ Sundae Spoon 9-10 inches To have multi layered ice
creams.
18. Service ladle Used for serving foods with high
Liquid consistency
19. Fruit fork 4inches Used for having fruits
20. Fruit knife 4 inches Used for having fruits
21. Steak knife (serrated) 8 1/2 inch Used for having steak.
CROCKERY
It is made of silica, soda ash and china clay, glazed to give a fine
finish. It should be opaque and free from air bubbles. Chinaware can be
found in different colour and designs which are always coated with glaze.
Patterns on top of the glaze wear and designs coated with glaze discolour
very quickly. Chinaware is more resistant to heat, than glassware.
"Dinnerware" is another term used to refer to tableware and
"crockery" refers to ceramic tableware, today often porcelain or bone
china.
Classification of Crockery
 Bone china
 Porcelain
 Earthenware
 Stoneware
 Alumina Ceramic Plate
42
 Melamine
 Terracotta
BONE CHINA
Bone china is porcelain made of clay mixed with bone ash. This is very fine, hard china
that is very expensive. The decorations are to be found under the glaze only. The price
of bone china puts it out of reach of the majority of everyday caterers, and only a few of
the top-class hotels and restaurants would use it. The range of design, pattern and
colour is very wide and there is something to suit all occasions and situations.
PORCELAIN
Porcelain is a ceramic material made by heating selected and refined materials, which
often includes clay of kaolinite clay, to high temperatures. The toughness, strength, and
translucence of porcelain arise mainly from the formation of glass at high temperatures
and the mineral malate within the fired body.
EARTHENWARE
Earthenware may sometimes be as thin as bone china and other porcelains, though it is
not translucent and is more easily chipped. Earthenware is also less strong, less tough,
and more porous than stoneware, but its low cost and easier working compensate for
these deficiencies. Due to its higher porosity, earthenware must usually be glazed in
order to be watertight.
STONEWARE
Stoneware is hard pottery made from siliceous paste fired at high temperature to vitrify
(make glassy) the body. Stoneware is heavier and more opaque than porcelain. It has
been produced in China since ancient times and is the forerunner of Chinese porcelain.
ALUMINA
Alumina enriched crockery can normally be spotted due to its creamy colour. Alumina
is an oxide of Aluminium which is added to the clay to give it additional strength.
Though the addition of alumina makes the crockery more expensive than standard
porcelain, it is generally cheaper than bone china, making it a popular alternative.
MELAMINE
Melamine is a strong, lightweight and hard thermosetting plastic. It is used as an ideal
hygienic and durable alternative to china. It is virtually unbreakable so is considered
for daily use and it can also resist scratching, staining and is dishwasher safe.
TERRACOTTA
Terracotta is a traditional Spanish material often used in both oven & tableware. It has
unique properties that react with acidic foods such as tomato sauce, giving natural
sweetness to the meal. Its colour can instantly be recognised and is often associated with
Mediterranean cooking.
CROCKERY
S. No. Name of the Ware Size/ Ounces Uses
1. DINNER PLATE (Meat Plate, 10 inches It is used for serving main
Large Plate, Joint Plate) course.
2. DESSERT PLATE 8 inches It is used for the service of
(Fish plate, Half plate) dessert, fish & Hors d oeuvre.
3. B & B PLATE 6 3/4inches Used as an under liner. It is
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(Side plate, cheese plate) also used for serving cheese.
4. SOUP PLATE 8 ¾ inches Used for serving thick soup &
(Pasta Plate) Pasta.
5. BREAKFAST CUP 8 - 10 Used for serving Tea, coffee
During breakfast.
6. TEA CUP 6 2/3 oz. Used for the service of Tea.
7. DEMI TASSE 3 1/3 oz. Used for the service of Espresso
coffee.
8. NAPPY BOWL Used to serve pickles, breakfast
Cereals like- cornflakes
9. EGG CUP or HOLDER Used to serve boiled eggs.
10. CONSOMMÉ CUP Used for the service of clear
soup.
11. SOUP BOWLS 10 oz. Used for the service of soups.
12. FRUIT PLATE 9 inches Used for serving fruits.
13. SALAD PLATE Used to serve cold salads
14. COFFEE CUP 150ml Used to serve coffee
15. MILK JUGS (Creamer) Used for service of milk with
Tea & Coffee.
16. TEA POT (1, 2, 3 portions) Used for service of Tea.
17. COFFEE POT (1,2,3 portions) Used for service of Coffee.
18. SUGAR POT/ BOWL/ BASIN Used as a container for Sugar
cubes or Sachets.
19. ASH TRAY Used by the guest to dispose
Cigarette Ashes & Butts.
20. SAUCER 4 inches Must be used only to carry tea
or coffee cups.
21. DEMI TASSE SAUCER 2 inches Used as an underliner for
demitasse cup.
GLASSWARE
Introduction
Silver and Soda ash are used for making glassware. Lead is added to make the glass
crystal clear.
There are two types of glasses used in hospitality industry. 1. Stemmed glasses having a
Base, Stem & Bowl as its parts 2. Non-stemmed glasses having a Base & Bowl as its
parts.
One should check that the glasses are transparent and free from air bubbles and pit
holes. Glasses should be polished well and checked against light for smudges or
fingerprints before use. Chipped or cracked glasses should never be used.
Selection of Glassware:
1. Texture: A glass should be sufficiently thin for the lip to enjoy the wine or other
beverages’ flavour.
2. Colour: All glasses should crystal clear so as to appreciate the real colour of the drink
served in it.
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3. Shape: A glass should be curved at the top so that the aroma is trapped for the guest
to enjoy, especially wine and Cognac glasses.
How to handle glass:

1. A glass is always lifted by its stem or base.
2. A glass is never picked up with the rim between thumb and finger.
3. Cracked, Chipped or Broken glasses should never be used.
GLASSWARE OUNCE (30ML) USES

WATER GOBLET 8-10 Used for serving of water
RED WINE GLASSES 8 Used for serving of Red wine
WHITE WINE GLASSES 5 Used for service of White wine
CHAMPAGNE TULIP 6 Used for serving champagne
CHAMPAGNE SAUCER 6 Used for service of champagne
CHAMPAGNE FLUTE 6 Used for service of Champagne
SHERRY GLASS (Copita) 4 Used for service of Sherry
PORT WINE GLASS 4 Used for service of Port
BRANDY BALLOON 8 Used for service of Cognac / brandy
(Snifter, Inhaler)
BEER GOBLET 10-12 Used for service of bottled beer.
BEER MUG 10-12 Used for service draught beer
BEER TANKARD 10-12 Used for service of draught beer.
COCKTAIL GLASSES 3-4 Used for service of cocktail
ROLY POLY GLASS 10 Used for service of Bloody Mary
cocktail
OLD FASHIONED GLASS 8-10 Used for service of Whisky Straight,
Neat or On the rocks.
A.P. (All Purpose) Wine 7 Used for the service of red, white or
Glass rose
LIQUEUR GLASS 3 To serve liqueur. (Smallest glass)
PONY TUMBLER 4 Service of Juice during B/F, D/N.
TOM COLLINS GLASS 10-12 Used for serving lassi, milk-shakes,
Coolers, Iced tea, long drinks etc.
HIGH BALL GLASS 8-10 Used to serve water, spirits with
chasers.
PARFAIT GLASS 12-14 Used to serve multi layered ice cream.
HOCK WINE GLASS 4- to 5 Used for the service of Hock wine
from Germany.
DECANTER (Small, Big) 250ml, 500ml, 1 Used for serving Chasers or Mixtures.
litre.
MARGARITA GLASS 8-10 Used for service of Margarita cocktail.
MARTINI GLASS 8-10 Used for service of Martini Cocktail.
ROOM SERVICE TRAYS
i. CONTINENTAL or SMALL TRAY 12 inches X 16 inches RECTANGULAR
ii. ENGLISH or MEDIUM TRAY 16 inches X 20 inches RECTANGULAR

45
iii. AMERICAN or LARGE TRAY 16 inches X 24 inches RECTANGULAR
These trays have to be stalked into a matching Rack in Room service department.
ROOM SERVICE TROLLEY (Collapsible type) 3 Feet Diameter Round. In normal

position two covers can be laid. If extended this trolley can accommodate four covers
HOLLOWWARE
1. BUTTER DISH WITH LID Used for serving butter.

2. EPNS SINGLE PORTION ROUND Used for serving curry for a single person
3. EPNS DOUBLE PORTION ROUND Used for serving curry. For two persons.
4. SOUP TUREEN WITH LID Used for serving soup.
5. ICE BUCKET Used for serving ice cubes
6. WINE COOLER To hold wine bottles on the table.
7. COCKTAIL SHAKER Used for making shaken cocktail
8. STRAINER AND DRIP BOWLS Used to drain tea leaves
9. SAUCE BOAT Used for serving sauce.
10. WATER JUGS Used for serving water
11. PLATTER To serve food which is usually dry.
12. FINGER BOWL To guests use for rinsing their fingers.
13. ICE CREAM CUP To hold and serve ice creams.
14. SALVER/ BEVERAGE (Round tray) Used for carrying food & beverages.
DISPOSABLES
In F & B service operations many disposables have to be used. They are meant for one
time USE & THROW by the guests. They can be made of Plastic or Paper.
1. Plastic Trays
2. Paper napkins /Tissues
3. Table mats
4. Tray mats
5. Paper Rolls ( Used in Banquets)
6. Glass Coasters
7. Glass Covers
8. Doily ( Fancy & Plain)
9. Paper / plastic plates & Cups
10. Plastic Containers (For Takeaway orders)
11. Plastic cutlery ( Knife, Fork & Spoon )
12. Plastic Swizzle stick & Cocktail stick
13. Japanese umbrella (Used in Bar)
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14. Toothpick
15. Drinking Straw
16. Earthen pots (Ethnic dishes)
17. Plastic Carry bags
18. Plastic bags (Collection of Garbage etc.)
Disposables are separated by Using 4 different coloured bins in International hotels.

They bins are
GREEN – for kitchen wastes
YELLOW – for all Re-cycles
BROWN - for GLASS bottles
RED -for empty tins & cans
SPECIAL EQUIPMENT’S
Introduction
There are many Special types of equipment used in Hospitality Industry for serving
Special dishes which are available in the menu. These equipments are kept separately
and maintained by the senior staff in the outlet.
S. Equipment Name Size Uses

No. (inches)
1. ASPARAGUS HOLDER Used for holding / serving asparagus.
2. PASTRY SLICE (Gateaux slice) Used for picking pastries
3. OYSTER FORK 5 ½’’ Used for having oyster
4. PASTRY FORK cum KNIFE 5 ½’’ Used for serving pastries.
5. CORN-ON-THE COB HOLDER Used to serve corn
6. LOBSTER PICK Used to pick the flesh from the shell of
lobster.
7. BUTTER KNIFE 5” For taking butter from butter dish.
8. CAVIAR KNIFE To pick up caviar
9. NUT CRACKER To crack the shell of hard nuts.
10. CRAB CUTTER To cut evenly around crab claws.
11. GRAPE SCISSORS To cut the stem in a bunch of grapes.
12. GRAPE FRUIT SPOON Used for serving Grape fruit.
13. SNAIL TONG Used to hold the snail.
14. SNAIL DISH It is a special dish to serve the snail.
15. SNAIL FORK To pick the snail's meat from shell.
16. CHEESE KNIFE Used to cut cheese.
17. CHEESE DISH Used to serve grated cheese to the
guest.
18. CHEESE BOARD To display assorted cheese on buffet
19. SUGAR SACHET CONTAINER To hold sugar while serving tea /
(BOWL)/BASIN coffee.
20. SUGAR TONGS Used to pick sugar cubes
21. BUD VASE To place on dining tables.
22. CANDLE STANDS To place lit candles on tables
23. CANDLE BRA To light more than one candle
24. Wine Cradle or Wine Basket To carry & serve all red wines
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25. FRUIT STANDS To serves Amenities to V.I.P guests
26. PRESERVE CONTAINER To portion & serve Jam, Marmalade
& Honey
27. STRAW STAND/HOLDER To serve straw
28. TOOTH PICK STAND/ HOLDER To serve toothpick
29. CORKSCREW To open still wine bottle
30. MARROW SPOON 7” Used for taking marrow from bone.
31. BOTTLE COOLER To hold ice shavings to keep bottles
chilled.
32. CRUET SET To hold salt and pepper separately.
33. CAKE SCISSOR Used to hold cake pieces from down
and top.
34. SUGAR TONG To hold sugar cubes.
35. PASTRY SCISSOR To hold and cut various pastries.
36. ICE TONG Used for holding ice cubes or ice
shavings.
Chaffing Dish
It is a Food Warmer used during buffet service. Basic chaffing dish has 5 parts. They
are 1.Stand, 2.Water pan, 3.Food pan, and 4.Lid and 5.Fuel pot. Some Chaffing dishes
have lid attached to the Stand for easy operation.
Chaffing dishes come in shapes like Round, Square, and Rectangular, Dividers with-in
and small Fancy ones too.
Heating can be done by Steam, Thermostat controlled heater, Solid fuel and Fuel gel.
Large sized Chaffing dishes can be fixed on to the buffet counter permanently with
provisions for water inlet & Steam inlet and with a Let-out pipe. This facility is helpful
in providing Quick service for large number of guests in a short period of time.
Tableware: - Crockery, cutlery, and glassware used for serving and eating meals at
a table.
Silverware: - dishes, containers, or cutlery made of or coated with silver, or made of
a material resembling silver.
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• French terms related to the above
SL.NO. FRENCH TERM ENGLISH TERM
1 ASSIETTE PLATE
2 Assiette a potage Soup plate
3 Assiette de Viande Meat plate
4 Assiette d’entrement Dessert plate
5 Assiette de poisson Fish plate
6 Assiette a the Tea saucer
7 Petite aisette Quarter plate
8 Assiette a café Coffee saucer
9 Assiette a Consommé Consommé saucer
10 beurrier Butter dish
11 COUTEAU KNIFE
12 Couteaua dessert Dessert knife
13 Couteau de table Table knife
14 Couteau huitre Oyster knife
15 Couteau a poisson Fish knife
16 Couteau a beurre Butter knife
17 Couteau a bifteck Steak knife
18 CUILLER SPOON
19 Cuiller a entrement Dessert spoon
20 Cuiller a the Tea spoon
21 Cuiller a café Coffee spoon
22 Cuiller a soupe Soup spoon
23 Cuiller a moutarde Mustard spoon
24 Cuiller a service Service spoon
25 Cuiller glace Ice-cream spoon
OTHERS
26 Pot a the Tea pot
27 Pot a lait Milk pot
28 Cafetiere Coffee pot
29 Tasse Cup
30 Demi-tasse Coffee cup/ half cup
31 Sucriers Sugar pot
32 Pince a glace Ice tong
33 Huillier Oil & Vinegar cruet
34 Casso-nossete Nut cracker
35 Verre Glass
36 Le couteau de poisson Fish fork
37 Le sel et poivre Cruet (salt &pepper)
38 Le pain Bread
39 Le beurre Butter
40 Lait Milk
41 Fourchette en desert Dessert fork
42 Serviette Napkin
49
50
UNIT - V
CLASSIFICATION OF NON-ALCOHOLIC BEVERAGES
INTRODUCTION:
A beverage which does not contain alcohol or its flavour is termed as non-
alcoholic beverages. Non-alcoholic beverages can be divided into four main categories.
They are
(1) STIMULATING BEVERAGES: (STIMULANTS)
Eg: COFFEE, TEA, COCOA
Stimulants are drinks which are mostly served hot, which gives freshness and
makes activeness. Coffee and tea can be served as stimulant.
1. TEA
Regular tea
Black tea
Green tea
Lemon tea or Russian tea
Tisane/Herbal tea
Masala tea
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Ginger tea
Iced tea
South Indian Tea (Ready-made tea)
2. COFFEE
Regular coffee
Coffee with Cream
Black coffee
Cold coffee
Iced coffee
Filter coffee
South Indian coffee
Espresso (Italian)
Cappuccino (Italian)
Turkish coffee
Instant coffee
COFFEE
Coffee is a natural product grown in many countries of the tropical and such tropical
belt in south and central America, Africa and Asia. It is also grown of different
soils and is looked upon as an international drink consumed throughout the world.
Brazil is the world largest grower of coffee Columbia is second, the Ivory Coast third
and Indonesia the fourth.
The rising popularity of coffee over the past few years may be attributed to fact more
and more people spend their holidays on the continent. Coffee is continents most
popular drink and is there fore are in first habits that tourists pick up abroad.
HISTORY:
There is an evidence to suggest coffee trees cultivated before 10000 years ago in Yemen.
The first commercial cultivation of coffee is thought to have been in the Yemen district
of Arabica in the 15th century by the middle. The first coffee house in England was
opened in of oxford in 1650. Coffee spread everywhere but it was not until 1773 and the
resultant Boston tea party American changed drinking tea as a beverage to coffee. It is
still a favourite drink today.
WHAT IS COFFEE?
The trees which produce coffee are the genus coffee which belongs to Robusta family.
There are somewhere in the region of 50 different places although only two of these are
commercially significant. These are known as coffee Arabica, coffee camphor which is
usually referred as Robusta. Arabica accounts for 75% of world production.
KNOW ABOUT CAFFEINE:

What is Caffeine?
Caffeine is a stimulant found in teas, coffee as well as many other natural
substances. Caffeine increases alertness. It is a performance enhancer. But it should not
be abused. Moderation is the key.
TYPES OF COFFEE MAKING:

INSTANT:
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This may be made in individual coffee or tea cups or in large quantities. It involves the
mixing of soluble coffee solids with boiling water. This form of coffee is made very
quickly. It is required by pouring freshly boiling water into a measured quantity of
coffee powder stir well. Hot or cold milk, cream and sugar may be added to taste.
DECAFFEINATED COFFEE:
Coffee contains caffeine which is a stimulant. Decaffeinated coffee is made from beans
after the caffeine has been removed.
FILTER COFFEE:
This is an alternative in making filter coffee. It is a plastic disposable individual filter
bought with the required amount of coffee already sealed in the base of the filter. Each
filter is sufficient for one cup and after use the whole filter is thrown away. The
advantage of this method is that every cup may be made to order. It also appeals to the
customers as they see that they are receiving entirely fresh coffee as well as it having a
novelty value.
ESPRESSO:
This method, Italian in origin, came to Britain in the 1950's. The machine used in
making this form of coffee can provide cups in seconds some machine capable of 300-
400 cups of coffee per hour.
CAPPUCCINO:
If milk passed through injectors under high pressure into an espresso it is turned to
cappuccino.
TURKISH COFFEE:
Coffee made from darkly roasted "MOCHA" beans ground to a fine powder mixed
with milk is Turkish coffee.
COLD COFFEE / COLD COFFEE WITH ICE CREAM
SERVICE OF COFFEE:
1. Beverage round with Tray cloth or Tray mat
2. Cup & Saucer with saucer doily
3. Coffee spoon
4. Paper napkin
5. Hot Coffee in Pot / Corning flask (heat proof glass flask)
6. Hot or Cold milk or Cream as per guest’s preference
7. Extra hot water / Extra Coffee powder
Step by step Service of Coffee:

Place Cup & Saucer with Spoon on the table in front of the guest or on the right hand
side of the cover if he/she is having any food.
1. Pour Black Coffee into the cup from right side of the guest. Fill just a little over
half way mark.
2. Pour hot milk or cold milk or cream with the guest’s permission.
3. Add sugar as per guest’s requirement.
Place the remaining milk or cream on the table and leave the table.
BRAND NAMES
1. Nescafe
2. Narasu’s
3. Kannan Jubilee
4. Green label
5. Bru
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6. Decaffeinated – International brands - 1. Cafe Hag (Europe) 2. Sanka (USA)
7. Decaffeinated- Indian brands 1. Nestle, 2. Starbucks.
STORAGE OF COFFEE
Coffee should be kept:
 In a well-ventilated store room.
 Away from excessive moisture
 Always store in an air-tight container.
TEA:
Tea is the most widely consumed beverage in the world after water. The discovery of tea
is just an accident over 5000 years ago at China. A king, Shen Nung was sitting in the
garden where some leaves accidentally dropped into some boiling water and delicately
flavoured the liquid. The king drank the water enhanced by the flavour. Tea was
originally drunk for its medicinal benefits and it was not until the 1700s that it began to
be consumed as the delicious beverage that we know today.
WHAT IS TEA?
Tea is prepared from the leaf bud and top leaves of tropical evergreen
bush called CAMELLIA SINESIS. It produces what is regarded as a healthy
beverage containing approximately only half the caffeine of coffee and at the
same time it aids in muscle relaxation and stimulate the Central nervous system.
People who regularly drink plain black tea have a healthier heart than
those who do not. Tea served without milk or sugar, contains virtually no
calories. For health conscious people, tea makes an ideal choice. Tea is an
excellent source of fluoride and can contribute to healthy teeth. It is regarded as
a profitable beverage with caterers serving over l0 billion cups of tea a year.
Anti-oxidants which are found in high concentration in tea are very useful
in preventing heart diseases and various cancers.
TYPES OF TEA:
REGULAR TEA:
Indian or Sri Lanka (Ceylon) tea can be made in either china or metal
teapots. Usually both are offered with milk in this country. Sugar is offered
separately.
BLACK TEA:
Tea served without milk as Black tea. Sugar is offered separately.
GREEN TEA:
This is another type of tea manufactured in Laos, Indonesia, Burma, Malaysia,
China and Japan. It is not allowed to ferment during its manufacture. When hot water
is added, it gives out a greenish tea which is normally taken without milk.
OOLONG TEA:
It is made by the same process as Green tea but its leaves are partially fermented
to give it a greenish brown colour.
LEMON OR RUSSIAN TEA:
This is brewed from a special blend similar to china tea, but more often that is
not made from either Indian or Ceylon tea. It is made in the normal way and his
usually served with a slice of lemon. Sugar served separately.
54
CTC TEA
This tea looks like curled up grain which is achieved by Crush, Tear & Curl
actions followed during the manufacturing of tea.
ICED TEA:
Make strong tea and chill well. This iced tea may then be strained and stored
and chilled until required. It should be served in a tumbler on a doily on a side plate. A
slice of lemon may be placed in glass and a lemon wedge served separately.
TISANES:
These are infusion of certain herbs, grasses or fruits and are often used for
medicinal purposes. They do not contain caffeine which is a stimulant. Examples of
such teas are chamomile, mint. They should always be made in china pots in order to
preserve the delicate flavour and served without milk or any other additions.
HERBAL TEA FRUIT TEA

Rosehip Cherry
Chamomile Lemon
Mint Black currant
Peppermint Mandarin
Orange
EARL GREY:
Earl Grey: Earl Grey (1764-1845) was an actual person who, though he was
prime minister of England under William IV, is better remembered for the tea named
after him. Tea legends say a Chinese Mandarin gave the blend to him seeking to
influence trade relations. A smoky tea with a hint of sweetness to it, it is served plain
and is the second most popular tea in the world today.
Blend of Darjeeling and China tea flavoured with oil of Bergamot.
Usually served with lemon or milk. Sugar is offered separately.
DARJEELING TEA:
Delicate tea with a light grape flavour and known as the “Champagne of Teas.”
Usually served as an afternoon or evening tea with either lemon or a little milk if
preferred. Sugar may be offered separately.
SOUTH INDIAN TEA or READY MADE TEA:

Tea made with milk and sugar served separately to the guest.
JASMINE TEA
It has the fragrance of jasmine flavour (smell & taste)
GRADING OF TEA:
Tea is graded by the size of leaves though not of quality. The leaves are
selected by sending them through screens of different sizes. The largest leaves
are sold loose and classified in the size by terms as Orange Pekoe, Pekoe, and
Pekoe Souchong. Smaller leaves for Tea bags are classified as (BOP) Broken
Orange Pekoe, Broken Orange Pekoe Fanning’s and Fanning’s.
55
FIVE GOLDEN RULES FOR MAKING TEA
1. USE GOOD BLEND OF TEA
High quality blends produce better tea and yield more cups of tea per kilogram.
2. ALWAYS USE FRESH WATER
Tea needs oxygen, so always use fresh water. Never use water that has been boiled
before.
3. WARM THE TEA POT & THE CUP
Always the pot in which tea is made must be preheated to maintain the temperature of
the water during infusion.
4. ALWAYS MEASURE TEA & USE AS PER REQUIREMENT

Store tea in an airtight container. Always use the right quantity of tea as per standard
recipe for making a tea of right strength & taste. Don’t reuse the infused tea again.
One tea spoon of tea leaves for 300ml. of water is ideal.
5. BRING WATER TO 180◦ TO 190◦F FOR BETTER INFUSION
Water should be brought to boiling point and poured over tea leaves or tea-bags and be
allowed to brew for 2 -3 minutes. Tea should be brewed but not stewed.
SERVICE OF TEA:
1. Beverage round with Tray cloth or Tray mat
2. Cup & Saucer with saucer doily
3. Tea spoon / Coffee spoon
4. Paper napkin
5. Hot Tea / Hot Coffee in Corning flask (heat proof glass flask)
6. Hot or Cold milk or Cream as per guest’s preference
7. Extra hot water
Step by step Service of Tea / Coffee:

Place Cup & Saucer with Spoon on the table in front of the guest or on the right hand
side of the cover if he/she is having any food.
4. Pour Black Tea/Coffee into the cup from right side of the guest. Fill just a little
over half way mark.
5. Pour hot milk or cold milk or cream with the guest’s permission.
6. Add sugar as per guest’s requirement.
Place the remaining milk or cream on the table and leave the table.
BRAND NAMES
Lipton yellow label
Taj Mahal
Brooke Bond- Three Roses
Girnar’s Tea
Spencer’
Pune Darjeeling tea
Chakra Gold
AVT Tea
Kannan Devan (Tata’s)
Agni tea
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STORAGE OF TEA
Tea should be kept:
 In a dry, clean and covered container.
 In a well-ventilated area.
 Away from excessive moisture
Away from any strong smelling foods like Cheese, Fish etc., as it quickly absorbs strong
odour.
COCOA
COCOA is refined from Cocoa beans. Fruits of the Cocoa tree which is highly
Nutrients substance and is consumed as a beverage and like candy or chocolate and
contains the stimulants called "DRIED BROMINE" "CAFFINE".
COCOA trees grow from 20-40 ft. height. Bean oval cocoa pods filled with white shiny
material that encloses 30-40 seeds.
The ripened pads are opened and the seeds are dried for 24hrs and fermented often
several days. During fermentation the flavour develops and seed take a reddish colour
and are dried under sun.
The dried beans are roasted the reducing the acidity and moisture.
This also develops flavouring. This process leaves the feeds in the form of small seeds
called ribs.
CHOCOLATE LIQUOR
Nibs are blended and put in heated grinder. This reduces them into liquor called
chocolate liquor. By applying hydrogenation the liquor made into chocolate.
TYPES OF CHOCOLATE
(i) DRINKING CHOCOLATE:
Mixture of cocoa and sugar
(ii) SWEET CHOCOLATE:
Mixture of chocolate liquor, sugar essence oil and spices.
(iii) MILK CHOCOLATE:
It contains chocolate liquor milk and sugar
Places where cocoa is grown Ghana in Africa
Brazil in South Africa Trinidad in West India Java & Ceylon.
USES:
1. Used as hot beverage with milk and water.
2. It can be used to flavour puddings, cakes, ice creams.
3. Ground Cocoa mixed with sugar used to prepare drinking chocolate. It is powdered
form of flakes.
STORAGE:
The high fat content of both cocoa and chocolate makes it stock in air tight containers in
dark, cool place. If chocolate is called to get warm if melts. The ideal temperature and
humidity for storing Cocoa is 60-70 degree F.
(2) REFRESHING BEVERAGES:

These are drinks that are taken to make (feel energetic) up for the ﬂuid loss (due to
perspiration) of our body. Eg. Nimbu Pani, water, syrups, soft drinks, tonic water, etc.
57
(a) AERATED.
These beverages are charged or created with carbonic gas.
The flavours are imparted with carbonic gas. Sometimes coloured.
The formula of these carbonated beverages is highly secret. The secret recipe for Coco-
Cola code named “Merchandise 7X’’ is kept under lock& key in a vault in the Sun
Trust Bank building in Atlanta, Georgia, USA.
Eg: PEPSI, COCO COLA, THUMS UP= cola flavoured, sweetened and carbonated
beverage.
SEVEN UP, SPRITE, CITRA= Lemon flavoured, clear, sweetened and carbonated
beverage.
MIRINDA, FANTA, GOLDSPOT=Orange flavoured, sweetened and carbonated
beverage.
LIMCA, NIMBOOZ= Lemon/ lime flavoured, Cloudy, sweetened and carbonated
beverage.
(b) NON- AERATED. E.g.: MANGOLA, MAZZA, LEHAR SLICE, FROOTI
AREATED DRINKS
These beverages are charged or created with carbonic gas.
The flavours are imparted with carbonic gas.
(i) SODA WATER: Water + Co2, colourless
(ii) TONIC WATER: Water + Co2 - Quinine flavoured
(iii) (Dry ginger) Ginger ale - Water + Co2 + ginger flavoured, golden straw coloured.
(iv) FIZZY LEMONADE: Water + Co2 + lemon flavoured
(v) BITTER LEMON: Pale cloudy with lemon.
The colas of few ingredients are high sugar syrup. Harmless acid cytosolic acid and
caramel.
Other than the aerated drinks also include mineral water which are sometimes
naturally aerated and a few are artificially aerated.
SQUASHES:
It is concentrated fruit extract which will be consumed by diluted with water and
sweetened with sugar eg: oranges.
JUICES:
Juices may be fresh or even canned juices have preservatives and hold for long time.
SYRUPS:
The main use of this concentrated Sweet flavouring as a base for cocktails and
Mocktails. Eg.
1. Grenadine (Pomegranate Flavour)
2. Cassis (Black currant)
3. Citronelle (Lemon)
4. Gommes (White sugar syrup)
5. Framboise (Strawberry)
6. Cerise (Cherry)
7. Orgeat ( Almond)
1. Fresh 2.Canned 3.Areated 4.Non-areated 5.Squashes

Orange juice Orange Thums up Mazza Kissan
Sweet lime juice Mango Pepsi Frooti Del Monte
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(Seasonal) Pineapple Coco-cola Jumpin
Tomato Sprite Lehar Slice
Appy
6. Syrups
Almond
Rasna
Lime cordial
WATER
1. Still / Tap Water
2. Spring Water
3. Sparkling Water
4. Mineral Water
5. Packaged Drinking water
Natural spring water and mineral water.

Mineral water has mineral content which is strictly controlled whereas spring water has
only few regulations apart from concerned hygiene.
Packaged drinking water is water from any source, which has been treated and
disinfected, a process that could involve filtration, UV or ozone treatment or reverse
osmosis (RO) and then packaged in bottles or pouches, either plastic or glass, for our
consumption.
Sparkling Water
1. Appolanaris: natural sparkling, Germany
2. Perrier: Sparkling water, France
3. Vichy Celestine: sparkling, France
4. Ashboure: sparkling, England
5. Badoit: sparkling, France
Natural spring water

1. Vettel: France
2. Evian: France
3. Malvern: England
Perfect time to drink water. To maximize effectiveness of human body.

1. Two glasses after waking up- Helps activate internal organs
2. One glass -30 minutes before meal-Helps digestion
3. One glass-before taking a bath-Helps lower blood pressure
4. One glass-before sleep-To avoid stroke or heart attack.
NOURISHING BEVERAGES:
Beverage consumed to provide nutrients to the body. Ex. Milk-based products like a
milkshake, smoothies, lassi, chocolate drinks, juices, etc.
Eg: MILK, HORLICKS, BOURNVITA, MILO, VIVA, MALTOVA, AMULSHAKTHI,

BOOST, and COMPLAN
59
MOCKTAILS- A non-alcoholic drink consisting of a mixture of fruit juices or other soft
drinks.
MATERIAL REQUIRED
Shakers
Strainer
Mock tail glass
Blender
Jigger
METHODS OF MAKING MOCKTAILS

There are five basic methods of mixing Mocktails-
(1) Builds:
In this method, drinks are added step by step in the glass in which the drink is to be
served the ingredients are floated one on top of other taking advantage of difference
in viscosity of the liquids.
(2) Stirred Drinks:
Here the ingredients are mixed by stirring them with ice in a mixing glass and
straining the mixture into a chilled serving glass. Ingredients that blend easily are
stirred.
(3) Shaken Drinks:
In this method the ingredients are mixed by shaking them by hand in special
shakers. Usually ingredients that do not readily mix like sugar, cream, egg and fruit
juices are shaken before being strained into cocktail glasses.
(4) Blended drinks:
This is made using electrical blenders. Most drinks that are shaken can also be
blended. However, drinks incorporating solid foods like ice, ice cream, fruits need to
be always blended.
(5) Layered drinks:
A layered drink, sometimes called a pousse-café, is a kind of Mocktails in which the
slightly different densities of various syrups/ squashes are used to create an array of
colored layers, typically two to seven. The specific gravity of the liquid ingredients
increases from top to bottom. This means that the bottom ingredient of your drink
needs to be heavier than the top layers.
60

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UNIT - I

EVOLUTION OF HOTEL INDUSTRY

* In 1830 first Railway started from Liverpool to Manchester in London.

B. Role of catering establishment in the travel/tourism industry

PRIMARY CATERING ESTABLISHMENTS:

BARS AND PUBS:

POPULAR CATERING RESTAURANTS:

FAST FOOD RESTAURANTS & TAKE AWAY:

SECONDARY CATERING ESTABLISHMENTS:

DEPARTMENTAL STORE CATERING:

INDUSTRIAL AND INSTITUTIONAL:

UNIVERSITIES AND COLLEGES:

1. AIRLINE CATERING: - Catering to airline passengers on flights as well as at

4. SURFACE CATERING: - Catering to passengers travelling by surface transport such as

WELFARE OR NON COMMERCIAL CATERING:-

TRANSPORT CATERING OR MOBILE CATERING:-

3. SEA CATERING OR SHIP CATERING:-

CATEGORISATION BY LENGTH OF STAY.

CATEGORISATION OF HOTELS BY FACILITIES PROVIDED:

TIME SHARE HOTELS:-

CATEGORISATION OF HOTELS ON OWNERSHIP AND AFFILIATION:

E. Welfare Catering - Industrial/Institutional/Transport such as air, road,

OFFSHORE –PROJECT SITE, INSTITUTIONAL-STUDENT HOSTEL, ARMED

(1) Many companies offer free food as incentive.

INSTITUTIONAL FOOD SERVICE:

F. Structure of the catering industry- a brief description of each

ORGANISATIONAL HIERARCHY OF A RESTAURANT

Superviso Senior Captain

Commis De Waiter Steward

FRENCH ENGLISH AMERICAN

Hierarchy of F&B Service Dept.

F&B Director / F&B Manager

DIRECTOR DU RESTAURANT or RESTAURANT MANAGER

ASST. WINE WAITER:

C. French terms related to F&B staff

D. Duties & responsibilities of F&B staff

What is Job Description?

JOB DESCRIPTION OF FOOD & BEVERAGE MANAGER

Duties & Responsibilities:

JOB DESCRIPTION OF ASSISTANT FOOD AND BEVERAGE MANAGER

Duties & Responsibilities:

I. Job title : Restaurant Manager/ Restaurant Manageress

Reports to : 1. Food & Beverage Manager

II. Job title : Senior Captain (Restaurant Supervisor) (Maître D’hôtel)

III. Job title : Captain (Head waiter) (Chef De Rang)

IV. Job title : Wine waiter / Wine Butler (Sommelier)

Duties & Responsibilities:

V. Job title : Steward (Waiter/ Waitress) Commis De Rang)

Duties & Responsibilities:

VI. Job title : Restaurant Hostess

Duties & Responsibilities:

VII. Job title : Bus boy / Asst.waiter (Commis Debarrasseur)

Job Summary : To provide supportive help to waiters in mis-en-place, pick-up

Duties & Responsibilities:

VIII. Job title : Carver (Trancheur)

11. PHYSICAL FITNESS:

12. TECHNICAL SKILL & KNOWLEDGE:

13. SALES ABILITY:

NEGTIVE ATTITUDES OF A WAITER TO BE AVOIDED:

F & B SERVICE WITH FRONT OFFICE