UNIT-3
I.
FOOD SERVICE AREAS (F&B OUTLETS)
1.
Food
and Beverage outlets
a)
Specialty
Restaurant
b)
Coffee
Shop
c)
Cafeteria
d)
Fast
Food outlets
e)
Quick
service Restaurants
f)
Grill
Room
g)
Banquets
h)
Bar
i)
Vending
Machine
j)
Discotheque
k)
Multi
cuisine Restaurant
l)
Room
Service
m)
Pub
n)
Pastry
shop
o)
Poolside
Barbeque
p)
Permit
Room
q)
Night
Club
r)
Coffee
Bar
s)
Cyber
café
t)
Pizza
outlets
u)
Home
Delivery
v)
Drive
inns
w)
Chai
bars
x)
Bakery
y)
Grill
and Eat
2.
Ancillary
Departments
a)
Pantry
b)
Stillroom
c)
Hot
plate/food pickup area
d)
Silver
room /plate room
Silver cleaning method
I.
Burnishing
method
II.
Polivit
and electrolytic method
III.
Plate
powder method
IV.
Silver
dip
e)
Spare
Linen Room
f)
Kitchen
Stewarding/Wash up area
I.
Pot
wash
II.
Ware/
dish wash
g)
Dispense
Bar
I.
Food
Service Areas
1. Food and Beverage outlets
Food
and beverage outlets are the areas where food and beverage are sold to the guests.
There are different types of restaurants that have evolved to meet the dynamic
demands of customers. The lifestyle of people is continuously changing and so
are there eating habits. The restaurateur must consider the menu, service hour,
mode of service, expenditure potential of the customer and so on, to satisfy
the changing needs of customers and to sustain themselves in an ever – changing
market environment. The following types of food and beverage outlets can be
seen which may or may not be attached to a hotel.
a). Specialty
Restaurant: These restaurants deal in a particular type of
cuisine like Chinese, Italian, French, etc. it serves specialty dishes which
are its strength and contribute to the brand image. A few restaurants’ may even
specialize in a particular type of meat (e.g. seafood, steaks) Each and every
aspect of the restaurant is typical and related to the area of region or
community whose food is being served.
v The
entire atmosphere and décor are geared up to the particular theme from where
the cuisine is originated.
v The
service style and the dress code are also more or less the same from where the
cuisines come.
v Crockery
and cutlery will be of bone china, matching with the themes.
v The
restaurant may be a part of a star hotel or a single outlet on its own.
v The
restaurant operates during luncheon and dinner hours.
STELLA, AN Italian speciality restaurant in the Leela Kempinski, Mumbai, good
example of speciality restaurant.
b). Coffee
Shop: This is generally attached to a hotel. In a five-star
hotel the coffee shop operates round the clock. It cannot independently exist. This concept is
borrowed from the USA, it is distinguished by its quick and pre-plated
service (dishes ordered by the guests are neatly plated in the kitchen with
garnish and placed before the guests.) This type of service is termed as American Service. The seat
turnover is high.
The
service is very informal and emphasis is on pace of service. Service is
generally snacks and very light meals. The meals part is not as elaborate as
the restaurant. Prices are not as exorbitant as the restaurants. Although the
coffee shop is operational round the clock, there are meal timings when certain
items are available which are not available at other times. There are some
dishes, which are available all 24 hours.
v Table
linen is replaced with disposable place mats and paper napkins are used.
v American
service and pre-plated service is followed.
KAFE FONTANA OF TAJ PALACE HOTEL, NEW DELHI, is a good example for this kind
of Restaurant.
c). Cafeteria:
These generally independently exist and are found in railway stations and
airports etc. The service is generally self-service. Food is displayed in the
counter and the guest helps himself in picking up the food as per his liking as
he moves along the counter and finally pays the bill at the end of the counter.
free second servings are often allowed under this system. Sometimes payment of
the bill may be through coupon also. Very informal atmosphere exists in these
outlets and prices are not very high. Often recorded music is played in
cafeterias.
d). Fast Food Outlets: They
are generally not attached to a hotel and are found independently existing.
They serve fast foods, which are easy to prepare, carry and eat. These outlets
provide very limited seating arrangements and people are not encouraged to sit
and pass time in these places.
The
menu is limited and they are usually specialized in one or two dishes. The menu
is slightly high priced due to the advance machinery they use in the
preparation of food items. Service is done in disposable plates and packets.
Patrons are supposed to get their food from across the counter. There may be
one person to look after the clearance and cleanliness of the place. Very
limited service is provided.
v The
décor and design is more simple and casual.
v Alfresco
menus are offered in this kind of establishment.
v The
menu is limited and they are usually specialized in one or two dishes.
v McDonalds specialize in hamburgers, KFC (Kentucky fried chicken)
specialize in fried chicken, pizza huts in pizzas and subway specialize in sandwiches.
v In India Nirula’s fast food joints and specialize in samosas, Chana bhatura,
and dosas.
e). QSR: Quick Service Restaurant: These
are fast food outlets, which give importance not only to the pace but also to
the quality of service delivered. These are basically stand-alone restaurants
that might have a brand name attached to them; hence quality plays an important
role here. The seating arrangement and ambiance is usually informal. The
service staff may or may not collect order from the table as some of these
restaurants have counter service available.
f). Grill
Room (Rotisserie): These kinds of outlets are generally attached to the
star hotels although they can be found independently existing also. They
specialize in grilled, roast, broiled meat, poultry and fish. Grilling is done
over an open fire on a metal grill, and broiling is done under an electric or infrared
broiler.
v Grill rooms have a glass partition between the restaurant and the
kitchen so that the diner can have a full view of preparation.
v These are formal in atmosphere. Some of them may be casual as to
have pool tables and indoor sports.
v The service is usually American, which is pre-plated.
v Light music playing all the time.
v This restaurant may be a part of hotel or single outlets in its own.
TEPPENYAKI KITCHEN (TK) OF
HYATT REGENCY, NEW DELHI is good example for this
kind of restaurant.
g). Banquets:
This is generally attached to a hotel or restaurant. Some hotels have
more than one banquet hall in their premises. This outlet generally caters to a
huge gathering of people who assemble in the banquet hall for events like
reception, marriage, party, birthday, conference, seminar, etc. The service is
generally from a buffet when a lot of guests have to be served within a short
span of time. Sometimes formal lunch, dinner, etc. also takes place in banquet
halls. This is the highest revenue producing F&B outlet in any commercial
hotel. Sometimes banquet halls can independently exist where an outside
contractor does the catering part.
h). Bar:
These food and beverage outlets deal with the alcoholic beverages only.
They may be attached to a hotel or independently existing. They have certain
specific hours of operation and the law strictly governs the operation. Their
hours of operation, inventory, location and client to whom they should serve
etc. are governed and regulated by the law enforcing agency.
v It
has a bar counter with bar stools.
v It
has lavishly designed seating area.
v The
bar is well stocked with a variety of liquors and their brands.
v Food
service is limited to light snacks.
v American
or pre-plated service is followed.
v Live
or recorded music is played in the bar.
MAIKHANA OF ITC THE MUGHAL, AGRA,
IS A GOOD EXAMPLE OF BAR.
i). Vending Machine: Such
kind of service involves service from a machine requiring a coin or token of a
particular denomination and the product comes out through an outlet in the
machine itself. These machines are not extensively used in India and the use is
still confined to tea, coffee and packed milk.
Automatic
vending machines can dispense the following consumable items:
·
Hot and cold beverages
·
Meals
·
Confectionary
·
Alcoholic drinks
·
Dairy products
·
Candy
·
snacks
j). Discotheque:
It operates during night hours. It provides a dance
floor for guest to dance on. Special sound and lighting effect is created for
an appropriate ambience. It is patronized mostly by the youth and couples.
This may be attached to a hotel or may independently exist. The ones which
independently exist are open to anybody who can pay but most allow only
couples. The ones which are attached to the hotels are not only opened to the
members but guests accompanied by members are also allowed. They also have
specific hours of operation and are normally attached with a bar.
k). Multi Cuisine Restaurant:
These restaurants deal with more than one cuisine like
Indian, Chinese and Continental etc. They are not as exclusive as the specialty
restaurants. There is no emphasis on adherence to the culture and
tradition of a particular area of region or community. They may be attached to
a hotel or may independently exist. They generally have specific time of
operation when attached to a hotel. They may be operating on a straight shift
from morning till night when independently existing. They are not as highly
priced as a specialty restaurant.
l). Room Service:
This food and beverage outlet is attached to a hotel and caters to the food and
beverage requirements of the guests who are staying in the hotel only. These
food and beverage outlets cannot independently exist. The service in room
service is always in trays and trolleys. In a five-star hotel the room service
operates round the clock. The prices in the room service are generally more
than the coffee shop.
m). Pub:
A pub generally independently exists, which serves only beer. The atmosphere
in a pub is generally very informal. Most pubs have a very informal seating
arrangement and generally designed to suit the likings and requirements of the
youth. They also have specific hours of operations and the law, like the bar,
governs operations. Books of inventory and accounts are maintained as per the
government regulation and are supposed to produce them before the concerned
authority as and when required.
n). Pastry
Shop: They may be attached to a hotel or may independently
exist. They deal with only pastry or pastry related products. Those, which are
attached to a hotel, deal with pastry prepared in the same hotel. The ones
which are not attached to hotels have their own bakery either in the same
premises or outside the premises. Service is done across the counter. Very
limited seating arrangements may be provided if space permits.
o). Poolside
Barbeque: These are generally attached to the hotels and
operate near the poolside. They generally operate for lunch and dinner only.
There are adequate lighting arrangements to take care of the dinnertime. The
menu is not very elaborate and comprises a lot of grilled and barbequed items.
Some light meals are also available. These outlets are generally attached with
their own kitchens which are more often than not makeshift. A bar may be
attached to the outlet or alcoholic beverages may be served from the service
bar. Once again the décor is very informal like a coffee shop. Service is very
much similar to the coffee shop as well.
p). Permit Room: They
are generally found in restaurants and in hotels. In a restaurant there is a
specific area where one can serve alcoholic beverages. The restaurant cannot
pour alcoholic beverages in any area outside this. Same set of rules and
regulations are applicable to the permit room as applicable to the bar. Prior
licenses have to be secured from the appropriate authority before starting a
permit room.
q). Night Club: They
are generally attached to hotels and are open to members only. The operation
starts late in the evening and goes on till late in the night. Stripes,
cabarets and floorshows etc. are performed as a part of entertainment. These
are not seen in recognized star and commercial hotels. An elaborate menu is
offered and the service is quite formal and extensive. It opens only for
members. Alcohol is served to the members.
r). Coffee Bar: This
is a very recent development and becoming very popular. These outlets deal with
only coffee. They specialize in different types of coffee. Both alcoholic and
non-alcoholic coffees are served here. The alcoholic coffees are commonly
called as specialty coffees.
s).Cyber Café: These
are also very recent developments and fast growing in popularity. Each outlet
provides computers with internet facility and the guest can surf the internet
for a specific period of time paying a certain amount of money. The outlet also
provides light refreshments like tea, coffee and snacks to keep the people
engaged when there are two different sessions with the computer.
t).Pizza Outlets: These
outlets are mostly stand-alone. These outlets have been a recent development in
India over the past decades. Their food mainly deals with pizzas. They also
offer food and beverages like pasta, garlic bread, soft drinks, ice-tea etc. In
India, chains like Pizzeria, U. S. Pizza, Pizza hut, Smoking Joe’s etc. are
very popular. This trend has given rise to the franchising business, hence
making pizza a youth food trend along with family and office treat zones,
basically covering all age groups. These outlets also deal with home delivery
and take away. They usually have a moderate or minimum seating arrangement in
an informal manner or tables are attached to walls with high chairs. Here one
can enjoy hot and fresh food. One also
has the optional at most places to plan their own pizza as per the available
ingredients in the menu.
u). Home Delivery/Take Away: This
has been a recent trend over the past few years. As the name suggests, these
outlets deal with delivery of food till your doorstep. These are stand-alone
restaurants (kitchen only) that emphasize only on quick preparation of food and
its delivery. There is no seating arrangement available here. The staff may
contain chefs, order taker, cashier and delivery boys. The order taker takes
order over the phone or of walk-in guest, notifies
the kitchen and hands over the packets to guest or delivery boys. He
also might take the cashiering responsibilities at the counter, which might be
overlooked by the manager. Normally such outlets do not charge for home
delivery. Food is provided in cardboard boxes, plastic containers, aluminium
foils, plastic bags, etc. These outlets should not be confused with restaurants
which provide services of home delivery.
v). Drive-inns: These are developing outlets, which have not yet made a strong base
in India. In places like U.S., U.K., etc they have already made their mark and
are best accepted. Mc Donald has started this type of service in few of its
outlets. This kind of restaurant may be attached to a hotel or stand-alone.
They are normally situated on highways or near petrol pumps etc. This kind of
outlet has no seating arrangement, only a path around the outlet for vehicles
to enter and exit. It has one or two counters where the attendant takes your
order and payment, and another counter where the pick-up / delivery of food
order is done. These outlets are time saving and economical.
w). Chai-bars: Just
like coffee bars, these outlets also deal with only one kind of beverage, i.e.
tea. In India, tea in the Hindi language is known as “Chai”. These outlets may
mostly have an informal atmosphere and seating arrangement. The menu here
includes variety of tea based on different regions, methods of preparation etc.
These outlets may also provide light snacks on the menu to go along with the
beverage. These outlets may be stand alone or attached to a restaurant. If
attached to a restaurant, the same premises are used for service with a
different menu card or tent card only for tea.
x). Bakery: These
outlets may be attached to a hotel, pastry shop or may be stand-alone. They may
or may not have a seating arrangement. They may have a kitchen/place attached
to the outlet where bakery items are prepared. The ready to eat food items are
then put at a counter for display. The food items mainly deal with various
bread preparations. The guests can then choose their food and make payment over
or at the end of the counter.
y). Grill and Eat: These
are restaurants, which give a lot of emphasis on guests and their interests in
food. The main attraction being the fact that guest has to pick ingredients,
raw meat, vegetables etc. of their choice from
the counter and cook food himself on grillers/cooking range provided on the
table itself. The grillers/cooking ranges are a part of the decor. The chefs
are available for assistance at all times. The guests may not have knowledge of
cooking and might harm themselves, hence, safety and first aid is also given
importance. These kinds of restaurants may be attached to a hotel or
stand-alone. Here they do have an elaborate seating arrangement. The restaurant
may or may not have a theme for themselves depending on the country, region or
cuisine they are dealing with.
II. Ancillary Departments
Ancillary
sections support the activities of the main department. There are many ancillary
areas behind the operations of the restaurant that are well managed,
efficiently supervised, and stored with suitable supplies and equipment’s. These sections must be strategically
located according to flow of work, well equipped, properly manned, well-coordinated
and supervised effectively so that they can provide uninterrupted support to
the restaurant during service periods. It is necessary for all these factors to
come together like a well-oiled machine to determine overall a successful
back-up to the food and beverage operation. The size and layout of each section
depends on the volume of activities carried out and its workflow.
These ancillary
sections contribute to the success of the total catering operation. Ancillary
sections are usually situated between the kitchen and food service areas. They
are meeting points for staff of various departments as they carry out their
duties, and therefore there must be close liaison between these various members
of staff and departments under whose jurisdiction they come.
The
service areas themselves are some of the busiest units of a catering
establishment, especially over the service periods. Because of this, it is most
important that department heads ensure that all staff knows exactly what their
duties are and how to carry them out efficiently and quickly. A pride in the
job and in doing it well means that the staff will co-operate with one another
to give a complete and efficient service to the customer.
·
Pantry
·
Still Room
·
Hot Plate/Food pickup area
·
Silver room/ Plate room
·
Spare Linen Room
·
Kitchen Stewarding/ Wash –
up
·
Dispense Bar
a)
Pantry
The
pantry or service room is located between the kitchen and the restaurant. It
stores items such as hollowware, special service equipment, glassware, linen,
condiments, disposables etc. that are not stored in sideboards or hotplate.
Pantry as a specific area means a place where the mis-en-place is carried out.
This department is very essential for all food & beverage outlets, mostly
for coffee shop as it’s round the clock operations. Hence there is no need for
mis-en-place to be carried out in the restaurant unlike the specialty
restaurants where the mis- en-place is carried out during non-operational hours
when it is closed for the guest in the restaurant itself.
Two
swing doors connect the pantry to the service area. One is to enter the
restaurant and the other to return to pantry. Using wrong doors may lead to
accidents.
The
equipment required in the pantry depends on its location. Sometimes one of the
waiters or steward is put in charge of the pantry to carry out and keep tab on
day-to-day operations.
Some
of the common equipment’s in the pantry are: -
·
Cupboards – for glassware,
condiments, disposables, linen etc.
·
Linen Box – For soiled linen.
·
Stainless steel work table
·
Plate warmer
·
Bain-marie
·
Range for making tea coffee
·
Refrigerator
·
Sink for washing service
equipment. etc.
Some
of the tasks performed in the pantry are as follows:
·
Wiping of crockery, cutlery and glassware
·
Refilling of sauce, jam etc. bottles & cruet set
·
Storage of excessive crockery, cutlery and
glassware
·
Fresh linen is stored here
·
Folding of serviettes
·
Storing dirty linen
·
Polishing silver articles
·
Briefing is conducted in the pantry area
·
Storage of required stationary
·
Washing of small items
Before
the start of service pantry staff must ensure
·
Plate warmer, bain-marie is on.
·
Adequate supply of disposables, condiments
(butter, lemon, olives, sauces etc.) beverages,
linen is available.
At
the end of service staff must ensure that
·
Pantry is thoroughly clean, including
equipment and floor
·
Plate warmer and Bain- Marie is turned off
·
Soiled linen is counted, recorded, and
sent to the housekeeping department for washing
and fresh linen is collected.
Waiters
should be encouraged to wash their hands frequently during service.
Appropriate
planning of the pantry is necessary from design stage to ensure an effective
mis-en- place for a successful operation in the long run.
b).
Stillroom
Still
room is responsible for the provision of coffee, tea, fruit juices, breakfast
egg preparations, sandwiches, assorted breads, toasts, Melba toasts, breakfast
rolls, and preserves (jam, marmalade, honey) etc. It may function throughout
the day depending on the size and location of the hotel, and is very busy
during breakfast time. Stillroom supervisor is in-charge of the still room
functions. He is assisted by semi- skilled staff to do the routine work of still
room.
·
Responsibilities of the head of the still
room are:
·
Ordering supplies of goods from stores
through requisition sheet.
·
Maintaining adequate stock of fresh
beverages.
·
Preparing beverages.
·
Ensuring uninterrupted supply of dishes
ordered.
·
Ensuring highest standards of hygiene.
·
Allocating work to subordinates and
ensuring adequate staff is available to carry out the work.
·
Stock taking.
Functions
of still room.
·
All hot beverages, toasts preserve, cereals
& breads are dispensed from still room.
·
Tea, coffee, tisanes & preserves are
stored in the stillroom.
·
Assorted juices, biscuits, crackers &
digestives are also dispensed from here.
·
Smaller establishment also dispense egg
preparation & porridge from pantry.
·
Sandwiches: plain or grilled.
Almost
all the items required during breakfast and high tea service are provided by
still room.
Still
room equipment’s: The
nature of activities carried out in the still room determines the equipment
used in still room. Some basic equipment is:
·
Work tables with stainless steel top and
cutting board.
·
Salamanders
·
Coffee and tea making machine
·
Cooking range to prepare eggs, waffles
·
Refrigerators
·
Sink with hot and cold water facility with
draining board
·
Racks to store glassware, hollowware, and
other service equipment
·
Cabinets for storage
·
Blender/juicer
To
avoid duplication of machinery, these machines may be shared with other
departments by placing them in common place.
c).
Hot Plate/ Food pickup Area
Like
the name suggests this area is where the food pick-up counter is in the kitchen
and acts as a contact point between kitchen and service staff. It is controlled
by the aboyeur (barker). Cold
cabinet, hot cabinet, bain-marie, overhead shelf, infra-red facilities, etc.
are incorporated in the pickup counter. This area is always there in any
extensive food & beverage outlet. It usually comes under the production
section where the chefs who have processed raw materials into finished food
items check, plate, garnish and dispense the food.
Cut vegetables, lettuce leaves, cold sauces,
etc. are stored in the cold cabinet for making salads quickly. Dishes prepared
before head such as accompanying vegetables, gravies, soups of the day, etc.
are placed in the bain-marie so that during service wait staff can pick these
up without having to wait.
Hot
plate should be stocked with adequate chinaware such as soup bowls, half
plates, full plates, etc. if the dishes are plated in the kitchen. Food
containers such as platters, entrée dishes of different sizes, etc. should be
kept ready for portioning out the dishes.
Following
is the order execution procedure at the hotplate:
·
The first copy of the kitchen order ticket
(KOT) is given to the aboyeur. (all orders written by the waiter must be
legible to the aboyeur)
·
The aboyeur shouts out the order to the
kitchen staff.
·
Aboyeur keeps the plate or containers
ready for dishing out (cooks may also do this depending on the situation)
·
The aboyeur checks the dish for portion
size and presentation, garnishes the dish wipes edge of the dish if
required.
·
The aboyeur hands over the dish to the
correct waiter and ticks KOT against the dish delivered.
·
If all the dishes of a KOT are delivered,
the KOT is deposited in a control box. This box is kept locked and can only be
opened by a member of staff from the ‘control department’.
There
are two types of orders based on the priority to be given: Running order and New order.
The aboyeur must ensure that a running order is given priority as gusts are in
the middle of a meal and any delay in responding to a running order will result
in poor customer satisfaction.
One
of the important duties of an aboyeur is to notify waiters when a menu item is
not available by writing the dish “off board” so that the waiters do not take
the order for that item.
The
language used at the hotplate will vary from country to country and region to
region. The language used must be understood by the production staff.
There
should be cooperation and understanding between kitchen and service staff.
Kitchen staff is constantly at the cooking range and work under pressure during
peak hours. Any disturbances or exchange of harsh words will affect their mood
which will result in poor quality food preparation, wastage, and delay.
Realizing their nature of work, wait staff must be cooperative and should not
shout at them nor pressurize them to deliver dishes faster.
Similarly,
cooks must understand the nature of work carried out by the wait staff. They
handle customers of various temperaments, different age groups, and different
needs and many guests demand quick service. If the quality of food is not good,
the wait staff is the first recipient of negative remarks from guests. They are
constantly on their toes to please the guests by serving the ordered food. It
should be remembered that guests’ meal experience depends on many factors, with
the waiter’s attitude being the top most. Any unpleasant incident at the hot
plate may result in poor service and negative attitude towards the guest. Both
production and service staff must work as a team and help each other perform
better to achieve customer satisfaction. The aboyeur is responsible for
ensuring proper coordination amongst the production and service staff.
This
area keeps in continuous contact with kitchen stewarding for service equipment’s, crockery, silverware etc. This area is in
need of certain important heavy equipment like hot plate machines, plate
warmer, Bain Marie, salamander, food warmer, etc.
d).
Silver Room / plate room
Silver
room stores and maintains the complete stock of silver and other service
equipment required for catering operations, together with a slight surplus
stock in case of emergency. It maintains record of stock received and issued to
various outlets. Surplus stocks are stored neatly and item wise for easier
access and control. Other than the main hotel stores there are satellite
stores, which are attached to the food and beverage outlet itself. Weekly or
monthly requirements are brought from the main store and kept here. Silver
required for the restaurant, room service, banquets, etc. may be of different
design and kept separately, specifically for that purpose.
The
storage of silver is most important. Large silver such as flats, entrée dishes,
salvers, soup tureens, chafing dishes, water pitchers etc. are stored on
shelves, with all the flats of one size together and so on. These shelves are
labeled to show where each item is stored. This makes it easier for control
purpose and for stacking. When stacking silver, the heavier items should go on
the shelves lower down and smaller and lighter items on the shelves higher up.
This helps to prevent accidents. All cutleries-spoons, knives, and forks are
made into a bunch of 20 pieces per item for easier counting and are stored in
cutlery box or drawer lined with baize. This helps to prevent noise and stops
the various items sliding and being scratched and marked in the drawer when it
is opened and closed.
Smaller
items such as budvase, ashtrays, cruet set, menu holders, butter dishes, etc.
are stored separately in a cupboard. Extra glassware for function catering is
stored separately upside down on a paper lined shelves or racks specially
designed for the purpose of storing different glasses. These racks are also
very useful for transporting glassware without damaging them.
The
Inventory is judiciously maintained. Inventory registers and stock registers
are maintained. The manager in charge of the restaurant is responsible for the
stores. The service equipment in stores should be cleaned and polished
periodically.
Silver
Cleaning:
Now
a day’s most of the silver used in food service operations is made of EPNS (electro plated nickel silver). Silver is
highly resistant to corrosion and staining, but it can be tarnished by
sulphides, which are usually present to some extant in the atmosphere and in
many foods such as leafy vegetables and eggs. Tarnish consists of a superficial
film of silver sulphides. Initially tarnish appears to be golden in color, but prolonged exposure to sulphides turns it
into blue black discoloration.
ü The
tips of EPNS forks are most prone to tarnish as they are in regular contact
with eggs, salt, condiments, and very hot food stuffs.
ü Dark
spots may arise when silverware comes into contact with undissolved salt in hot
solutions of certain powder detergents.
ü Food
dried on the surface of the cutlery gives the salts and acids in the food more
time to act and cause tarnishing.
Silver Cleaning Methods:
The
cleanliness of all service silver is very important. There are various methods
of silver cleaning. Method used generally depends on quantity, size of item,
class of establishment and the cost involved. Some of the silver cleaning
methods include:
I.
BURNISHING
METHOD
This process is a bulky, hence suitable only
for large establishments. This method of silver cleaning keeps the silver in
good condition with minimum effort and gives a long lasting polish. It saves
time, money, and labour and produces an unbeatable shine. Regularly treated
items keep their original shining and their lifetime is considerably increased.
Ø It
is a revolving drum with a safety shield.
Ø There
may be a provision to insert a rod from one end to the other end of the drum,
the rod is removable and may be used to pass through the handles of teapots,
coffee pots, milk jugs, sugar basins, etc., to
hold them in position while the drum is revolving.
Ø The
drum is half filled with highly polished bearing balls.
Ø To
these bearing balls, certain amount of detergent (ERI special soap, ERI
deoxidizer) is added according to manufacturer’s instructions.
Ø The
silver required to be polished is placed inside.
Ø Water
should be poured into the drum until the bearing balls are covered.
Ø The
lid is closed tightly and machine is turned on.
Ø As
the drum revolves the mixture of water, detergent powder acts as a lubricant
between the silver and bearing balls. Thus, any tarnish is removed from cutlery
and hollowware.
Ø After
removing from the burnishing machine, the silver should be rinsed in hot water
and polished with a clean dry tea cloth.
Advantages: -
·
This method effectively removes watermarks
and tarnish.
·
It achieves a consistently high shine.
·
It reduces labour costs compared to manual
methods.
·
It is very time saving method.
·
It is easy to handle.
Points
to remember: -
·
The balls used should be spherical,
polished and non-magnetic ones.
·
Bearing balls should be kept submerged in
water even when not in use to prevent rusting.
·
Items need to be carefully positioned in
the drum to prevent damage.
·
Hollowware can be damaged if large heavy
items are burnished in the same compartment.
This method is not
suitable for cleaning forks and knives as the prongs of forks are not cleaned
properly and continuous use may damage the cutting edge of knives.
II.
POLIVIT
METHOD OR ELECTROLYTIC METHOD
A
Polivit is an aluminium metal foil containing
holes which is best used in an enamel or galvanized iron bowl. It is a quick
way of cleaning silver. This method produces good results and is suitable for
large pieces of equipment such as entrée dishes, salvers, trays and jugs, etc.
Ø The
galvanized iron bowl is washed and the aluminium foil is put inside.
Ø The
silver to be cleaned is then put into the bowl, ensuring that at least one
piece of the silver is in contact with the aluminium foil.
Ø Sufficient
boiling water is poured into the bowl to cover the silver being cleaned.
Ø Washing
soda of about 30 gm per 5 lit should be added to the water.
Ø A
chemical reaction takes place between the Polivit,
soda, boiling water and silver which causes the tarnish to be lifted.
Ø After
3-4 minutes, the silver should be removed from the bowl.
Ø The
silver should be rinsed in hot water and polished with a clean dry tea cloth.
III.
PLATE
POWDER METHOD
This
method is ideal for articles that cannot be cleaned by the above methods. Items
cleaned by this method are cruets, toast rack, parts of trolley etc. This is
pink powder, which needs mixing with a little methylated sprit to obtain a
smooth paste. The reason for using methylated spirit to mix the powder is that
when the paste is rubbed on the article the spirit evaporates much more quickly
than would water, and the silver is therefore, ready for polishing much more
quickly, if however, methylated spirit is not available, then water may be
used, but the cleaning process takes a little longer.
Following points must be considered while the
silver polishing is done using this method.
Ø Ensure
the powder or paste is of a reputable brand, for example Hegarry.
Ø Once
prepared, apply the paste onto silverware with a soft cloth or sponge---either
of which should be thoroughly and freshly washed to eliminate any abrasive dust
particles which could cause scratching.
Ø The
silver is then left until the paste has dried, and the paste is then rubbed off
with a clean cloth.
Ø Rinse
the silver in hot water and polish with a soft, dry tea cloth.
Keep in mind: -
·
The
article to be cleaned must be free from grease.
·
When silver is cleaned that has a design
or engraving on it, a small toothbrush may be used to brush the paste in to the
design and a clean one is used to remove it.
·
Only those polishes sold specifically for
silver should be used; cleaners intended for chromium plate, stainless steel,
etc. will scratch silver.
·
IV.
SILVER
DIP
This
method is very quick and produces good results because of the chemical reaction
between the liquid and the silver; however, it is a popular method in the
medium –sized establishments. This is a less arduous method of detarnishing,
especially on heavily embossed designs whose crevices are difficult to clean
with silver powder.
Ø This
is an acid base solution.
Ø This
solution is put into a plastic bowl and the silver to be cleaned is placed into
a wire basket and dipped into the plastic bowl containing the solution.
Ø The
equipment should be completely submerged in the solution.
Ø The
silver should be left in the bowl only for very short time. Never leave silver
plated cutlery in the dip solution for more than 10 seconds.
Ø The
items are removed and drained
After
draining it is placed in warm water, rinsed and wiped with a clean dry tea
cloth. This method is quick but may damage the silver due to chemical reaction
between silver and solution.
e).
Spare Linen Room
This
is a sub department which stores, dispenses and keeps a record of the
restaurant linen. The spare linen room stocks the linen that is required for
operations as one cannot run to the housekeeping/laundry for new linen whenever
requirement arises. The linen room is located near the food service area for
emergency. The restaurant linen may include tablecloth, throw over, serviette,
etc. The linen room exchanges soiled linen for fresh ones. One of the senior stewards
in every shift exchanges linen at the end of his shift, the room is kept locked
for control purposes.
At
the end of the day, once restaurant operations are closed, the waiter collects,
classifies, and bundles all the dirty linen after checking for tears and burns.
The waiter enters the number of soiled linen into the ‘Linen Exchange Register’
in duplicate which includes the type and the total number of soiled linen. He
then takes them to housekeeping department where these are checked by linen
keeper in his presence; linen keeper verifies the record in the linen book and
exchanges the soiled linen with fresh ones. The top copy of the linen book is
signed by the linen keeper and retained. The duplicate remains in the book for
restaurant reference. Any discrepancy must be recorded so that missing linen
can be collected later. The book that keeps record of the same has to be
counter signed by the manager of that outlet.
Linen Exchange Register:
|
Hotel ABC
Linen Exchange Register
Date:
S. No:
From: abc Restaurant
To: Housekeeping Department
S.No.
Items
Returned
Received
Remarks
1. Table
Cloths
10
10
2. Naprons
10
08 Two pieces will
be issued later
Sign
of Steward
Sign of Linen Room Assistant
|
Sometimes
the linen room also takes care of the exchange of uniforms or vice versa. If a
separate sub department is created for uniforms, it’s called ‘the uniform room’.
f).
Kitchen Stewarding / Wash Up
The
wash up is the most important and integral part of F & B service area and
should be located in such a way that staff can work efficiently and speedily
when passing from the food service areas to the kitchen. This is the first
section where the waiter enters from the food service area. Here, the waiter
deposits all the dirty plates and silverware properly. Glasses may also be left
here for washing in specially designed racks. The server must place any debris
into the bin or bowl provided.
The
objective of cleaning utensils is to remove any material from them on which
micro-organisms can develop, and to destroy any micro-organism which is already
present in the service ware by sterilizing. The wash up area is divided into
two sections.
I.
Pot Wash:
This area is designated for washing kitchen utensils such as pots, pans, heavy dishes,
ladles, etc. This section is also known as scullery. It is located near the
main kitchen. Each satellite kitchen has its own small pot wash.
The
duties of scullery staff include:
a) Ensuring
constant supply of kitchen utensils by washing them as quickly as possible.
b) Ensuring
the utensils are clean and polished as required and as per standards.
c) Keeping
kitchen clean and hygienic.
d) Cleaning
other kitchen equipment’s like ranges, hot plate,
fryer, etc.
e) Cleaning
filters and ducts of the exhaust system
f) Garbage
disposal.
g) Transporting
goods from stores.
h) Pest
control in kitchen.
Pot
washing is perhaps the least attractive job in catering business. At the same time,
it is one of the most important jobs. It involves a lot of physical work of
lifting of heavy vessels, scrubbing etc. Clean utensils should be placed on the
racks and ladles hung adjacent to kitchen for easy access.
ii.
Ware/ Dish Wash:
Area for cleaning the service equipment- crockery, cutlery and glassware etc.
The ideal location for ware wash is near the restaurant and room service
elevator to minimize the distance of carrying soiled equipment by the wait
staff. This area should be out of public view and must be sited correctly so
that the staff can work speedily and efficiently when passing from the food
service areas to the kitchens. The service staff should stack dirties correctly
at the side board, with all the correct sized plates together, and the table
ware stacked on one of the plates. All glassware should be stacked on a
separate tray. In bigger organizations
the area can be divided into many sections, each dealing with a separate
category of items namely cutlery, crockery, and glassware to speed up the
washing process and to avoid breakages. In hotels each restaurant has its own
dish washing area situated in the pantry to get its service equipment’s washed.
Ware
washing is done either manually or by washing machines depending on the volume
of washing to be carried out. In manual wash, two sink or three sink method may
be used, with each sink used for specific purpose or dish wash machines may
also be used.
All
washing jobs of kitchen and restaurant equipment are monitored by the head
washman, assisted by adequate experienced hands. It is the responsibility of
the head washman to ensure that all kitchens and service outlets are provided
with clean and presentable equipment on time, the kitchen area is clean and
garbage is removed. He also ensures that his subordinates are provided with
adequate cleaning agents and tools. Garbage disposal is a very important
activity and while carrying out this work, the local government’s rules and
regulations must be followed.
Three sink method: (Manual method)
Kitchen Stewarding:- Storage,
maintenance, cleanliness & issue of crockery, cutlery, glassware &
hollowware to the food & beverage department are the responsibilities of
kitchen stewarding dept. Kitchen stewarding may also operate staff cafeteria
and also be responsible for maintenance of heavy kitchen equipment like
planetary machine, peeling machine, onion chopping machine, water filters,
ice-cube machine, dishwashing machine & glass washing machine, Installation
of gas connection, cleaning & pest control, supply of coal, wood and
cleaning of silverware etc. Some hotels
contract the kitchen stewarding job
g).
Dispense Bar
A
dispense bar means any bar situated within a food and beverage service area and
that dispenses alcoholic beverages to be served to guests having meal in the
restaurant, which has license to sell alcoholic beverages. However, in some
establishments wine and other alcoholic drinks for consumption with a meal are
sometimes dispensed from bars situated outside the food and beverage service
area itself because of the planning and layout, e.g. one of the public
bars. Beverages are issued against
authorized BOT (bar order ticket/token). At the end of operations closing stock
is recorded and requisition for fresh supply is made to the storeroom according
to the par stock level maintained. There should be check on pilferage and
malpractices.
There
are certain essentials necessary in the planning of every bar. These factors
should be given prime consideration when has to plan a bar or set up a bar for
a particular function:
a)
Area- There should be sufficient area or
space for the barman to work and move around. The minimum space from the
display cabinets to the back of the bar counter should be 1meter (3feet).
b)
Layout- Layout should be planned in such a
way that everything in easy reach of barmen, so as to prove quick and efficient
service to guest. Careful consideration must be given in the initial planning.
Adequate storage must be provided in form of shelves, cupboards and racks for
convenient storage of the stock and equipment’s.
c)
Plumbing and Power- Adequate supply of
power is essential for effective working of various equipment’s. Some equipment
may need special electrical wiring. It is also essential to have supply of hot
and cold water; proper drainage is also essential.
d)
Site of the bar- Site of the bar in
restaurant is also a major factor. The bar should be positioned in such a way
that it achieves the good sales target.
In
order to carry out all the functions effectively and efficiently, the dispense
bars should be well equipped with some basic equipment’s like Ice maker, beer
panel, sink, blender, soft drink dispensers, refrigerator etc. and some other small
equipment’s required at bar are: bar spoon, glasses, service trays, straws, Boston shaker, Hawthorne
strainer, wine baskets, wine buckets, glass rimmer, peg measures, bottle
pourers, chopping board and knife, coasters, lemon squeezer, ice scoop, ice
bucket, cork screw, bottle opener etc.
The
ancillary section of the service area, without being visible to the guests,
contribute to the success of food and beverage operations. One cannot imagine
running a food service operation only with a kitchen and service area.
Preparing items available on the menu and serving those in restaurants are the
main activities of any food and beverage outlet, the success of which depends
on the availability of clean pots and pans, serving dishes, crockery, cutlery,
glassware, linen, and area to organize before the actual service. It is the
ancillary sections that ensure continuous and uninterrupted supply of
presentable, clean, and pathogen free food service equipment, and a hygienic
and well organized kitchen and service area to facilitate faster food service.
Together this ensures that guests have a great lasting impression of the
outlet.
Strategic
locations and effective supervision of all these sections is important to
achieve maximum benefits. The number of sections required depends on the style
and size of operations, and the distance between the kitchen and service area.
Angostura - A proprietary brand of aromatic
bitters.
Brioche- A light soft roll, often in the
shape of a ring, made from yeast dough with eggs and butter.
Bain Marie (water bath):
is a French term used for a piece of equipment to keep the food hot. The
equipment contains water that is at a simmering point. The food containers are
placed in this water.
Brasserie - A
French restaurant with a relaxed, upscale setting, which serves single dishes
and other meals.
Cabaret - A
night club with stage performance. Sitting and dining arrangements are made for
the audience.
Coffee
Shop - An Informal American style restaurant,
which originally serves coffee and snacks.
Croissant- A crescent-shaped breakfast roll
made with puff pastry.
Danish pastry- A flaky yeast cake glazed with
icing or syrup and garnished with fruits and nuts.
Demarra sugar - A large grain, unrefined sugar
with distinct golden color.
Food warmer: an
arrangement in the pick-up area to keep the plated food or food in entree
dishes hot. It may have electrically heated filament or light bulb.
Gateaux - Highly decorated layered cake
with variety of toppings.
Ginger ale - Carbonated water flavored with ginger extract.
Hot plate:
an electrically heated plate for cooking or heating food. Some sideboards have
attached hot plates to keep the food warm before service.
Landing table: a table on which soiled service equipment are
deposited for wash.
Lounge - A public waiting
room in a hotel room or in an air terminal. Here, often food and beverages are
offered to the guest.
Marmalade- Preserve or jam usually made from
oranges. This preserve is a little bitter because of the addition of peel or
zest.
Melba Toast- A very thin slice of bread toasted
on both the sides till it become crispy and crunchy.
Muffins - A cupcake, usually containing dry
fruits.
Napery - A term for table linen.
Off board: A board in the kitchen indicating non
availability of menu items.
Plate warmer:
an electrical equipment in the pantry used to keep the plates warm before the
service starts.
Salamander:
an electrical equipment like an oven used to brown or glaze the top of certain
food items or to toast bread.
Specialty Restaurant- Specialty 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.
Scones - A small round cake made of raised
dough, usually served in afternoon tea time.
Tea cake - An afternoon traditional English
fruit cake.
Tonic water - Aerated water flavored with
quinine, originally used for medicinal purpose.
Zester - A tool used to remove/scrape the
outer skin of the citrus fruits.
Questions:
1. What
is the difference between coffee Shop and specialty restaurant?
2. What
are various F&B outlet found in large hotels? List the suitable forms of
service in each outlet?
3. Sketch
the layout of a good pantry? What are the features of a good pantry?
4. Justify
why pantry is known as the nerve centre of food and beverage operations.
5. What
do you understand by ancillary departments? Name them and explain in brief.
6. Give
a brief note on importance of a dispense bar in a restaurant operation.
7. Explain
the different method that is used for silver cleaning?
Assignments:
·
When you visit any restaurant observe the ancillary
areas and their functions.
·
Observe how service staff organizes service.
Formats
·
Layout of a pantry.
·
Linen exchange register
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