RESTAURANT

OPERATION
CUL3116N

Chapter 1:
INTRODUCTION
By: Nik Azreeta Nik Aziz

LEARNING OUTCOMES

At the end of this chapter, students will be able to:

Identified types of food and beverage operations

Identified the role of the waiter and waitress

Identified the classification of food and beverage service employees

Identified the need to keep the working environment hygienic and safe

TOPIC OUTLINES

1.1 Types of Foodservice Operations

1.2 Sectors of the Foodservice
1.3 The Meal Experience
1.4 Food & Beverage Service Methods
1.5 Food and Beverage Service Personnel
1.6 Attributes of Food & Beverage Service Personnel

FOOD AND BEVERAGE

INTRODUCTION

Food and Beverage

service is the essential
link between customer
and the menu,
beverages and other
service offer in a
establishment.
To be successful in food
and beverage service
industry requires:
Sound product
knowledge
Well develop
interpersonal skills
A range of technical skills
The ability to work as
part of a team

1.1 TYPES OF FOODSERVICE OPERATIONS

The industry provides millions of meals a day in a wide variety of

types of food service operation.

1.1 TYPES OF FOODSERVICE OPERATIONS

These variables represent elements which vary in particular sectors and thus
provide a basic for examining the operation of outlets within specific sectors

1.2 SECTORS OF THE FOODSERVICE INDUSTRY

There are a wide variety of sectors such as hotels, independent and

chain restaurants, popular catering, pubs and wine bars, fast food,
leisure attractions and banqueting.
There are also sectors where food and beverages are provided as
part of another business.
These include transport catering, welfare, clubs, education,
industrial feeding and the armed forces.

1.3 THE MEAL EXPERIENCE

The main aim of food and beverage operations is to achieve customer satisfaction.
In other words, to meet the customers needs. The needs that customers might be
seeking to satisfy include:

CUSTOMER SERVICE

1.3 GUEST MOMENTS OF THRUTH

First impression are extremely important.

Guest arriving at a restaurant gain their first
impression of the company from the
willingness of the staff acknowledge their
presence & greeting they receive.
If the greeting is both warm & efficient guest
will immediately feel that they can expect
the rest of the experience to be pleasurable.
In this case, they will feel confident that
they will be in hand of reliable professionals.
In the condition that they feel their present
was not welcome by the staff, the
experience won be pleasurable.
(Notes from pages 47, Introduction to food &
beverage service, Graham Brown)

1.4 PEOPLE IN FOOD FOODSERVICE

Customers expect that waiter will be skilled &

proficient in their work.
They also must be smart, pleasing personality,
unlimited patience & tact and also possess
extensive knowledge of food & drink.
The personal appearance of the server is very
important, customers make a variety of
assumptions about the restaurant & its
standard merely from the first impressions of
how the staff look.
Staff should wear appropriate clothing which is
clean & un wrinkled.
Most restaurant provide a uniform, ensuring
that all staff are dressed in the same way.

1.4 PEOPLE IN FOOD FOODSERVICE

Staff organization relates to the

distribution of works in an orderly fashion
so that everyone knows what their job
demand
Effective organization ensures that no work
is left undone, that there are no arguments
or misunderstandings & efficient workflow
is achieved
Effective workflow requires that staffing
levels are planned in relation to peaks &
through in the pattern of trade so that
customer requirements are met without
over or under staffing.
A clear channel of command is essential to
effective workflow supervision, so that all
staff know what is expected of them.
It also helps to clarify the person that
responsible to them.

1.4 PEOPLE IN FOOD FOODSERVICE

Restaurant Manager

Head Waiter

Station Head Waiter

Station Waiter

Junior Station Waiter

Assistant Waiter

Apprentice

Wine Waiter

Lounge Waiter

Floor Waiter

1.4 PEOPLE IN FOOD FOODSERVICE

Different level of jobs through which waiters can progress

during their career.
Classification

Definition of duties

Typical job title

Apprentice

Clears side board, fetches &

carries

Bus boy

Assistant
waiter

Involved in some service : serving

vegetables. Etc placing plates,
serving from trolley sweets.

Commis de rang

Junior Station
Waiter

Similar to the Station Waiter but

with smaller station

Demi chef de rang

Station Waiter In charge of a number of tables.

Taking orders & serving in the
correct sequence

Maitre dhotel de carre

1.4 PEOPLE IN FOOD FOODSERVICE

Different level of jobs through which waiters can progress during

their career.
Station Head
Waiter

Responsible for a part of the

Maitre dhotel
restaurant containing a certain
number of tables. Duties similar to
those of the Head Waiter

Restaurant
Manager

Responsible for restaurant

personnel & service

Directeur du restaurant

Floor Waiter

Responsible for complete service

to rooms or suites, all meals &
beverages.

Chef detage

Lounge Waiter

Responsible for service of food &

beverage in the lounge

Chef de salle

Wine butler or
Wine Waiter

Responsible for the service of all

drinks during the meal

Sommelier.

1.4 PEOPLE IN FOOD FOODSERVICE

The main attributes of the server can be

summarized as follows: Personal hygiene
Because server are continually handling
food, the utmost attention must be paid at
all time to personal hygiene to prevent the
spread of disease.
Hygiene awareness is not only about
personal cleanliness, but also relates to
conduct example likes nail biting.
Appearance
Care must be taken over personal
appearance with regard particularly to
cleanliness, the condition of the uniform,
polished shoes, well-groomed hair, clean
hand & the restrained use of make up,
perfumes & jewellery.

1.4 PEOPLE IN FOOD FOODSERVICE

Personality
The waiter must always be tactful & courteous even
when under pressure & should always display a
positive attitude when with customers. A smile is
always appreciated.
Intuition
The ability to know when the guest want to engage in
conversation or to keep exchanges to a professional
minimum is invaluable.
Sense of urgency
This is the ability to provide a fast, efficient service
without giving the impressions of rushing or of being
under pressure
Attentiveness
The good waiter will be able to anticipate the guests
needs & be available when required without hovering
over the guest & being intrusive.

1.4 PEOPLE IN FOOD FOODSERVICE

Memory
Regular customers will always appreciate it
when staff remember their names & personal
preferences.
Honesty
A waiter must be honest at all times when
dealing with employers, colleagues & customers
Knowledge
The ability to describe, recommend & advise
guest on choices from the menu beverage list
depend on an extensive knowledge of food &
drink.
Professionalism
Qualities as loyalty, punctuality, confidentiality,
reliability, maturity & care

1.4 PEOPLE IN FOOD FOODSERVICE

Sales ability
The staff reflect the image of the
establishment. They are sales person
and must have the knowledge of the
food & beverage and the correct service
to be able to contribute to personal
selling and merchandising.
Complaints
A waiter must have a pleasant manner
and show courtesy and tact an even
tamper and good humor. Should never
show their displeasure at any time and
never argue with guest. Refer unable
resolve situation or complaints to
immediate superior.

1.5 TELEPHONE COURTESY

A friendly & helpful telephone manner is

essential however busy you are because
potential customers are easily put off at
this early stage & they may never come
again.
Always answer the telephone promptly
when it rings
Have a pen & paper or the reservations
book in hand.
State clearly the name of the restaurant.
Offer the caller your assistance (e.g. Good
morning, may I help you)
Answer any questions clearly & politely.
(Notes from pages 29, Introduction to food
& beverage service, Graham Brown)

1.5 TAKING RESTAURANT RESERVATION

When taking a reservation, note

the:Hosts name
Number of customers
Contact number
Pre order food
The tables that they usually seat
Time of arrivals
Any special requirement.
The person that pay the bill

1.6 RESTAURANT MENU

The different type of classes of

menu are distinguished by the
variations in the selections
offered and by their pricing
structure.
A la carte menu
Is a menu which offers choices in
each course & in which each item is
individually priced & charged for.
Menu items when selected by the
guests are cooked to order.
A la carte mean from the card.

1.6 RESTAURANT MENU

Table dhote
Is a menu which offers some (usually limited)
choice & is charged at a fixed price per person
for the whole menu.
A modestly priced business lunch in which 3 or
4 items only offered in each course & the guest
pays a fixed price for the whole meal.
Exclusive restaurant make use of table dhote
menu as its limited number of menu items
allows the chef to select fresh ingredients &
treat each dish with maximum attention.
Popular for festive occasions for examples
Father Days, New Year or Mother Days

1.6 RESTAURANT MENU

Fixed Price Menu
Is one which offers set items (one
for each course) pre-arranged by
the host.
Set menus are used predominantly
for functions example wedding &
banquets.

Carte du jour
Card of the day. It
offers choices available
for a particular day only.
It allows chef to offer a
list of specials or
variations in addition to
a pre-printed a la carte
menu
It can be used as a table
dhote menu prepared
for use on the day only.

1.6 RESTAURANT MENU

Cycle Menu
Is a group of menus which are rotated
on a set cycle.
Usually used in the institutional sectors
of the industry
Example likes hospital, prisons, on
airlines, boarding school etc.
Used to a void boredom for both
customers & staff.
Also to ensure that the diet of the
people eating in the institution is
sufficiently varied to be healthy.
Menus should be design for more than
seven day cycle.

1.7 PLATE/ AMERICAN SERVICE

Plate service is where the food is plated
in the kitchen or at service point and
served to the guest on the plate.
The main course can be placed on the plate
in the kitchen and served to the guest.
Waiter must be skilled in carrying plates
without disturbing the food arranged on
them.
Traditional plate service required food to be
served to the left of the guest.

The empty plates should be cleared from the

right.
In modern plate service, both plate are
placed & cleared from the guests right to
avoid disturbance to the guest.
Modern plate service practice has come
about because dining space is now more
intensively utilized then in the past.
It also because there is less movement
between guest.

1.8 PLATTER/ RUSSIAN/ PLATTER SERVICE

Silver service is the technique of transferring

food from a service dish to the guest plate
It must be from the left with use of service
cutlery. (Serving spoon and fork)
Silver service requires the waiter to be able to
use the cutlery to serve the food with one hand
Professional silver service depends on
mastering the technique of using service
cutlery held in one hand to transfer items to the
guests plate from a service dish held in the
other hand.

1.9 FAMILY STYLE SERVICE

Is a simple method of service in

which serving dishes are placed
on the dining table.
This will allow the guest to select
& serve themselves.
This style of service enables the
guest to select only what they
required & in appropriate portions.
Often offered in addition to plate
service.
Example the main item may be
plate-served & the guest left to
help themselves to vegetable or
salad.

1.10 BUFFET SERVICE

In buffet service the food, hot or cold is presented
attractively on a separate table away from the guest.
The guest will come to the table & select what they
required.
When service staff present the food they stand behind the
buffet & assist the guest by plating their food for them as
they select the food.
Silver service technique should be used for plating the
food.

1.11 SERVE FOOD HYGIENICALLY

Carry equipment correctly, to prevent your

hand coming into contact with surfaces
conveying food & drink.
Discard any damaged cutlery, crockery or
glassware. There are dangerous, and
bacteria can hide in cracks or chips.
Keep food contact clean.
Removed unused cutlery and crockery
from table using tray or service plate.
Keep your service cloth spotless. Do not
use it for cleaning.
Keep food covered before serving.
Handle food as little as possible. Do not
touch food with your hands. Use a service
fork and spoon.

1.12 ACTIVITY 1 (APPLICATION EXERCISE FOR SILVER

SERVICE)

NEXT SESSION PREVIEW

CHAPTER 2: FOOD & BEVERAGE SERVICE AREAS AND

EQUIPMENT