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 the public 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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