Aboyer
Aboyer aids the communication between the kitchen and
restaurant. He receives the food order from the service staff and announces the
order to the kitchen. Aboyer is responsible for hot plate section of the
pantry.
A la carte Menu
A la carte menu is a type of menu, where the food items are
priced individually. Literary meaning of a la carte is “from the card”
American service
It is a type of table service. In American menu the food is
pre-plated and portioned at the kitchen. This type of service is relatively
less formal and seen in coffee shops.
ABC
ABC stands for Ashtray, Budvase and Cruet. ABC is kept at the
centre of the table while laying the cover.
Back of the House
Back of the house is the ancillary area of the restaurant, where
all the supporting service is carried out. Some of the back of the house
sections are pantry, dishwashing, hot plate, still room etc.
Bain Marie
Bain Marie is equipment that holds the Food hot. The equipment
contains cylindrical drum, which is heated with water. Bain Marie is usually
used in Hot Plate section of the pantry.
Barker
Barker is another term for Aboyer. Barker is the person who
communicates between service and kitchen and help to pick up the food in time.
Usually the order taken by the waiter is hander over to the Barker.
Bone China
It is a white translucent ceramic material made from kaolin,
china clay and bone ash. It is used in restaurant to serve various dishes.
Briefing
Briefing is done prior to the opening of the restaurant. In the
briefing the senior most staff gives instructions to the junior staff with
regard to availability of dishes, special items of the day, and also some
training.
Buffets
Buffet is a type of assisted service, where food and beverage is
displayed at counters. Waiter assists at the counters to take the food from the
counters or the guest help themselves.
Bus Boy
Bus boy is a person who helps the waiter. The main
responsibility of a bus boy is to bring the food from the kitchen and also do
the clearance of plates from the table.
Carousel
Carousel is a circular counter that revolves to display the food
items. The carousel is fitted in such a way that the one side is always inside
the kitchen and other side is in the service area. As the carousel revolves the
counter is filled up from the kitchen and guests selects the food as it
revolves.
Carte du jour
Carte du jour means “card of the day”. It is used to highlight
the special dishes of the day. carte du jour is actually an supporting menu to
the main menu.
Chafing dish
It is a hollowware used to keep the food warm usually in buffet
service. Chafing dish has a water container, which is the base, food container
and place for fuel. Using the fuel the water is heated up and in turn the food
is heated up with the hot water.
Cover
Cover is the space on the table allotted for table-wares to the
guest to consume his/her meal. The size of the cover is 24 inch * 18 inch.
Cutlery
Cutlery is the term denotes all the cutting implements such as
knives. Cutlery can be made of EPNS or stainless steel.
Demi-tasse
Demi-tasse means half cup. It is used to serve coffee except
breakfast. Size of demi-tasse is 75 ml.
Dummy waiter/ Demi waiter
Dummy waiter is another term for side board. it is a restaurant
furniture and used to keep all the serving equipments for a meal session.
Elevenses
Elevenses is a meal served at 11 o’ clock. It includes the food
items as biscuits, cake etc. and usually offered to children.
Gueridon trolley
It is a mobile trolley from which the gueridon service is done.
Hostess
Hostess is a member of restaurant brigade. Duty of hostess
includes taking restaurant reservation and receiving them at the door.
Indian breakfast
It is a type of breakfast, which includes Indian dishes such as
dosha, idly, chapathi etc. served with chutney and vegetable curries. There are
two types of Indian breakfasts viz. North Indian and South Indian.
Lounge service
It is a type of specialized service. Lounge service is done at
the lounge of a hotel. Items such as morning tea, afternoon tea, and alcoholic
beverages are served in the lounge.
Maitre d’hotel
Maitre d’hotel is the Supervisor of the a F&B outlet. He
looks after the day to day operations of a food service outlet.
Menu
Menu is a list of food and/or beverage than can be served to a
guest at a price. It helps guests to select what they would like to eat and/ or
drink. It is a document that controls and directs an outlet’s operation and is
considered the prime selling instrument
Mise-en-scene
It means prepare the environment of the outlet before service.
Mise-en-scene includes preparing the restaurant welcoming, create ambience with
regard to cleanliness, furniture setting and temperature.
Mise-en-place
Mise-en-place means “putting in place” and the term denotes to
the preparation of a work place for ultimate smooth service. To ensure that the
restaurant is ready for service the waiter makes sure that this station has
been efficiently prepared for service.
Napkin
Napkin is restaurant linen. Napkin is used to decorate the table
using various folds and also used to keep on the lap of the guest to protect
their clothes during service.
Sommelier
Sommelier is the French term for wine waiter. He is responsible
for the service of all alcoholic drinks during the service of meals, and is
also a sales person. He requires to have a thorough knowledge of beverages and
wines as food accompaniments.
Trancheur
Trancheur is the French term for carver. His responsibility is
to carve the meat joints in front of the guest and serve to them.
Salesmanship
The food and beverage service personnel are technical
salespersons, hence they should have a thorough knowledge of the proper
presentation and service of all the food and beverage served in the
establishment
Tableware
Table ware is a type of restaurant equipments used to keep on
the table. Table ware includes flatware, cutlery and hollowware. Table ware is
made either EPNS or stainless steel.
Silver Dip
Instantly removes tarnish from silverware, silver plate, cutlery
and small silver items. Quickly cleans even difficult to reach places such as
between fork tines. Gives silver a brilliant shine. Just dip, rinse and dry
Polivit
Polivit is the one of
the fastest methods of cleaning silverware. For this one needs aluminum foil,
baking soda, shallow pan and a clean cloth. The baking soda will "polish" the silverware,
removing dirt, stains, and grease. Rinse the silverware thoroughly under
warm, running water. Air-dry the silverware on a clean towel. Buff the
silverware with a soft, clean cloth.
Burnishing machine
This is a revolving drum
like container using for cleaning silver ware, with safety shield attached to
it.. The burnishing machines are attached with ball bearing to run that
effectively. Soap power is used to clean the silver ware hygienically.
Thermal shock
Thermal shock is the
result of glass experiencing a sudden temperature change. Glass holds
temperature, and a rapid change in temperature can cause enough stress to
result in breakage.
Mechanical shock
Mechanical shock in glassware is the direct result of contact with
another object, such as a spoon, a beer tap, another glass, or a piece of
china. This kind of contact can cause a minute abrasion, invisible to the eye,
but a source of weakness in the glass, making it more susceptible to breakage
from impact or thermal shock.
Disposables
Disposables are use and throw products used in the service of
food and beverage productsThis is largely due to the increasing demand for fast
food items. There are different
types of disposable used in the catering business and mostly they are used in
outdoor catering, vending machines, fast food outlets & hotels
Special equipments
Special equipments are for specialized services. They are not used
in regular services. Specialized equipments are divided into Trolleys and
Miscellaneous equipments. Some of the trolleys used in a restaurant are
gueridon trolley, bain marie, vending machine, hot plate etc.
EPNS (Electro Plated Nickel Silver)
EPNS is Silverware made of silver plating. Silver plating is a
thin layer of silver on top of another metal. It is made by an electrical
process, hence the name – Electroplated Nickel Silver.Cutleries and crockery’s of high class
establishments are made out of EPNS which includes different types of forks,
knifes, pots, plates, salvers etc.
Table d’hôte or a fixed menu
Table d’hôte refers to a menu of limited choice. It usually
includes three or five courses available at a fixed price. It is also referred
to as a fixed menu. This term is known to caterers by its
abbreviation TDH menu. A table d’hôte menu is a complete meal at a
predetermined price.
A la carte menu
A la carte menu is a multiple choice menu, with each dish priced
separately. If a guest wishes to place an order he selects the item
from the menu and pays for the order he made. In an a la carte menu all items
are cooked to order and served with accompaniments.
Hors d’oeuvre
Hors d’oeuvre course aimed to stimulating the palate, and
consists of small tasty dishes, using a large array of different items such as
anchovies, olives, cheese and smoked fish. They are often referred to a
starters or appetizers. This course could also include salads.
Entrée
Entee is the first meat in a French Classical menu. It usually
comprises a dish made up of steak, cutlets, casseroles or stews. Some example
are Steak au poirre, Veal cutlets, and Irish stew.
Dessert
This is the fruit course in the French classical menu and
usually presented in a basket (Corbielle de Fruits) and placed on the table, as
part of the table décor, and served at the end of the meal. All forms of fresh
fruit and nuts may be served in this course.
Table Service
It is a type of service. Table service is the service done at
the table, where the guests are seated. In the table service either service
personnel or waiter serves the food to the guests or the guests help
themselves.
American service
American service is a pre-plated service which means that the
food is served onto the guest’s plate in the kitchen itself and brought to the
guest. The portion is predetermined by the kitchen and the accompaniments
served with the dish balances the entire presentation in terms of nutrition and
color. This type of service is common in a coffee shop where service is
required to be fast.
English service
English service is often referred to as “Host Service” or
“Silver service”. The food is brought on platters by the waiter and is shown to
the host for approval. The waiter then portions the food and serves to the
guest plate.
French service
It is a very personalized service. Individual portioned food is
brought from the kitchen in dishes and slavers which are placed directly on the
table. The plates are kept near the dish and the guests help themselves.
Russian service
Table is laid with food for guests and presentation is done
elaborately. Guests help themselves. This is an elaborate silver service much
on the line of French service. Display and presentation are the major part of
this service. Some parts of the service such as carving and portioning etc are
done by the waiter.
Gueridon service
This is a service done from the gueridon trolley. The cooking is
done at the gueridon trolley place near the guest table and service is done at
the guest table. The waiter plays an important role as he is required to
fillet, carve, flambé and prepare the food with showmanship.
Self Service
In the self service the service is done by customer themselves.
The guests collect the food from the counters and then he/she may sit at the
table or stand at high table to have the food.
Counter service
Counter service sometimes called cafeteria service. The guests
come in line, collect their food from the counter and seat at the table to have
the food. Food may be grouped together such as cold and hot, or main course and
desserts etc. In some places the guests also have to clear the empty plates and
cutleries after having the food.
Echelon
In echelon service the counters are arranged in such a way that
it provides better view of the foods and arranged in angular way.
Carousel
The carousel is a circular counter that revolves to display the
food items. The carousel is fitted in such a way that the one side is always
inside the kitchen and other side is in the service area. As the carousel
revolves the counter is filled up from the kitchen and guests selects the food
as it revolves.
Carvery
Cavery is a type of assisted service. This service method
includes both table service and self service. Some parts of the service is done
by the waiter at the table and some parts of the service is done guests
themselves.
Take away
The food order is placed at a counter and the food is collected
from the same counter and take the food away from the premises for consumption.
Drive thru
The customer drives the vehicle to the counter and orders and
collects the food and leaves the counter.
Vending Machine
The customer inserts the value of the food item displayed in the
vending machine and selects the food by pressing a knob. The vending machine
dispenses the selected food. The vending machine can dispense hot or cold food.
Food courts
Food courts include series of individual counters where customer
may either order and eat, or buy from a number of counters and eat in separate
eating area.
Kiosks
Kiosks are outdoor arrangements that provide food and beverages
to people in a specific location.
Specialized Service/ In-Situ
In-situ service is the service provided at the place, which is
primarily not meant for service. Examples of in-situ services are:
Tray service
In the tray service the food and beverages are brought in a tray
and given to guests. Such service are seen in hospitals, guest rooms etc
Room service
In room service the service of food and beverages are done in
the guest room. The food is taken to the guest room in a tray or room service
trolley.
Drive-in service
The guests order the food from the vehicle parked at designated
areas and service is done at the vehicle. The food is placed on trays that are
clipped in the door or steering wheel.
Lounge service
In lounge service the food and beverage is served at the lounge
area of a hotel
Mise-En-Scene
Mise-en-scene is the preparation of the environment of the
restaurant before starting the service session. Creating a pleasing, safe and
hygienic environment is the main task in the Mise-en-scene. For the waiter the
restaurant is the service area. Before each service session, the restaurant
should be made presentable enough o accept guests.
Mise-En-Place
Mise-en-place means “putting in place” and the term denotes to
the preparation of a work place for ultimate smooth service. To ensure that the
restaurant is ready for service the waiter makes sure that this station has
been efficiently prepared for service.
Guest Service Cycle
Guest service cycle refers to the activities provided to the
guests while in the restaurant. Guest service cycle is the process, which
repeats to every guest. Learning guest service cycle is very important, because
a good waiter should know what are the activities done in the restaurant during
the service.
Social Skill
Social skill is a skill, which enable us to deal with social
situations. Social skills have an important part to play in food and beverage
service. Because service is about meeting the guest’s psychological needs and
making him feel welcome, and social skills are essential part of this process.
Social skills can be used for selling of food and beverage products also.
Kot/ Bot Controll System
A variety of control systems are used in the hotel industry. One
such important control system is the KOT control. When an order is taken from a
guest, it is ordered in triplicate on a Kitchen Order Ticket. One copy goes to
the kitchen, against which the chef prepared the dishes ordered for. The second
copy goes to the cashier to make the bill. The third copy is the waiter’s copy,
against which the food or beverage to be served to the guest is picked up
Specialty Restaurant
Speciality restaurant is a restaurant serves specialized
cuisines. Service in a specialty restaurant is both formal and stylish. The
prices tend to be high because of higher overheads. The menu may be an a la
carte, buffet, or a table d’hote. Waiters should be highly skilled, as
specialized services such as preparation of food at tables and flambés, may
have to be done.
Coffee shop
Coffee shop is a 24 hours F&B outlet. Usually coffee shop
situated near to the lobby of a hotel. Style of service is American that is pre-plated.
The menu of coffee shop is varied. Menu comprises of Full-day menu or according
to meal session.
Cafeteria Service
This service exists normally in industrial canteens, colleges,
hospitals or hotel cafeterias. To facilitate quick service, the menu is fixed
and is displayed on large boards. The guest may have to buy coupons in advance,
present them to the counter waiter who then services the desired item.
Sometimes food is displayed behind the counter and the guess may indicate their
choice to the counter attendant. The food is served pre-plated and the cutlery
is handed directly to the guest. Guests may then sit at the tables and chairs
provided by the establishment.
Fast food Service
There is a predominant American influence in fast food style of
catering. The service of food and beverages in a fast food restaurant is at a
faster pace, than at an a la carte restaurant as the menu is compiled with a
special emphasis on the speed of preparation and service. To make this type of
service financially viable, a large turnover of customers is necessary. The
investment is rather large, due to the specialized and expensive equipment
needed and high labor costs involved.
Room service
Room service is offered to the resident guests. Guests order
food and/ or beverages to the kitchen and order is taken by the room service
order taker. Once the order is taken then it is passed to the kitchen. Once the
order is ready the room service waiter serves the food and/ or beverage at the
room. Along with the food, the bill is also presented to guest to be signed or
payment.
Banquet Service
Banquet functions are the services provided at a fixed time and
at a fixed venue. The banquet service is inevitable in a hotel due to its
revenue earning potential. The reason is that banquet can offer service to a
large number of guests at a time. Banquet service can be formal or informal.
Bar service
There are normally two kinds of bars in Indian hotels. One is
thepublic bar, and the other is the service or dispense bar.
The public bar is located in the public areas, and is used for the service of
paying customers, be it in-house guess or non-residents. The dispense bar is
used for dispensing drinks to other outlets of the hotel such as coffee shop,
room service outlet, banquets and the specialty restaurant. It is generally
located in the back area of the hotel and is open round the clock. It should be
adequately equipped to meet the demands of all the outlets.
Vending Machine
Vending machines are machines dispensing food and beverages and
placed at various places. The main advantages of vending machines are the
convenience. But the main disadvantage is the limited choice. Vending machines
does not require the help of service staff to operate.
Ancillary Areas and Services
Ancillary areas are the supporting areas of F&B service
department. Without the help of the ancillary departments F&B service
department cannot work smoothly. In this regard the ancillary departments are
very important for F&B service department. Major ancillary departments in a
five star hotel are the following.
1. Pantry
2. Still room
3. Silver room
4. Linen Room
5. Hot plate
6. Wash-up area
7. Kitchen stewarding
Pantry
Pantry is the area situated between the Kitchen and Restaurant.
Pantry consists of the following sections. Hot plate or food pick up area,
Place to keep dirty plates and glasses, Place or box to keep soiled linens,
Place to keep clean plates and cups, A sink to wash small equipments such as
glasses and cups, A dispense Bar
Still Room
It is one of the very important supporting areas in the food and
beverage department of the hotel. It provides the food and beverages for the
service of meals which are not provided by the kitchen. The still room makes
all the hot and cold non-alcoholic beverages needed for the restaurant.
Silver Room
Silver room is the place where all the silver wares are stored
and cleaned. Still room holds the complete stock of all the silverware such as
flatware, cutlery, hollowware etc. separate storage areas would be allotted to
store different types equipments. It is very important area that the silver
room should contain space for silver cleaning.
Linen Room
The linen room is important back of the house service area in a
hotel. The linen room should stock minimum linen and uniform required to meet
the daily demands so as to ensure smooth operations. Linen is changed daily in
the restaurant and it is exchanged one on one basis from the linen room.
Hot plate
Hot plate is the food pick up area of the pantry. The service
personnel is not allowed to enter the kitchen nor wait till food is being
prepared. The waiter is hands over the KOT (Kitchen Order Ticket) to the
Aboyer, who is in-charge of hot plate and in-turn aboyer announces the order to
the kitchen. Once the order is being prepared kitchen staff keeps the cooked
food in the hot plate.
Wash-up area
The wash-up area comprises of wash sinks, dish washing machines,
rack to keep cleaned dishes, and tables. All the utensils are washed, cleaned,
dried and keep here for further use.
Kitchen stewarding
This department primarily controls the storage and issue of
cutlery, crockery, hollowware, chinaware, glassware to the different food and
beverage outlets and kitchens. Kitchen stewarding department supplies all
cleaned service equipment to waiter. This department is also responsible for
washing solid service ware and subsequently furnishing clean items
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