Attributes of f & b Pro

8/8/2019 Attributes of f & b Pro

1/150

1. Attributes of a Food and Beverage Professional

Every industry has its own set of requirements from professionals workingwith it. Service industry, especially hotels require their staff to possess

certain attributes that are prerequisite to perform well. Food and

beverage professionals are expected to build upon the following

attributes:

1.1 Proper hygiene and grooming

There are hygiene standards which must be followed by every food andbeverage professional:

Bath Bathe everyday, without fail, before coming to shift

Shampoo hair regularly to avoid dandruff

Hair Hair must be trimmed and clean at all times

Hair must not touch the face. Hair must not be greasy or oily

Face

Males should shave everyday, before coming to shift

Moustache, if kept must be neatly trimmed Do not wear strong aftershave

Ladies should wear only light make up

Do not use heavy perfumes

Teeth

Brush your teeth immediately before coming to duty

Do not eat onion, garlic or smoke before your shift

If you smoke, use mouthwash

Hands

Always wash hands with soap, before coming on shift

Keep your nails short and clean

Hands must always be clean, free of any stains and skin

breaks

Always wash hands with soap, immediately after using

toilets, eating, smoking or handling refuse

COE Delhi / Sep 2003

1


2/150


3/150


3


4/150

1.5 Physical abilities

There are times when food and beverage professionals are required to work

overtime. Lifting and carrying service equipment also requires staff to be

physically fit.

1.6 Constant learning and development

Food and beverage in a specialised profession and staff must constantly

acquire new skills and improve upon their existing skills. Knowledge of menu

items and beverages is a must. One must strive to know all standard

operating procedures and practice them. Most of all, food and beverage

professionals must remember likes and dislikes of their customers.

1.7 Service Culture (Anticipation)

Every food and beverage staff must develop a keen sense of anticipating

customer needs. Delivering service even before one asks for it is the key of

success in a service establishment. Lighting a customers cigarette as he is

looking for his matchbox, helping a guest in carrying heavy baggage are a

few examples of such anticipation of customer requirements.

1.8 Courteous Behaviour

In every situation one must be able to focus on guests requirements and

handle all queries and complaints courteously. Courtesy must reflect in

speech, facial expressions, posture and actions. Guidelines for proper

etiquette and manners and standard polite phrases are given in next two

sections.

1.9 Tact

As the food and beverage professionals at all levels come across manydifficult situations, mostly involving guests, it takes tact and diplomacy to

handle such situations.


4


5/150


5


6/150

1.10 Appropriate Body Language

Body language enhances perceptions, capability, understanding and

efficiency, by allowing reading of reactions.

To use body language to your advantage while dealing with guests, one

must know what each signal means and being aware of unconscious.

Some Body Movements and postures that are interpreted positively are as

follows:

A firm handshake

A natural smile and laugh

Maintaining eye contact

No hand-to-face gestures when speaking

Straight relaxed posture, slight leaning towards guest

Displaying of the palm

Some Body Movements and postures that are interpreted negatively are

as follows:

Little or no eye contact

Furrowed brow

Cool or quick handshake

Placing a hand on the face

Tight-set moth with no smile

Rigid posture with feet flat on the floor


6


7/150

2. Etiquette and Manners

Guests observe more than grooming and appearance. They observe how staff

members carry themselves. Therefore the hotel staff needs to know

about etiquette and manners and practice them. Courtesy enhances

workflow and it is imperative for a good work environment.

Etiquette and manners enhance the ability to get along with those around

you, making others feel comfortable and important. It enables us to present

ourselves to our best advantage but one must remember that the world is

changing and the rules must change as a result.

2.1 Etiquette hints for Entrances and Exits

2.1.1 Revolving doors

While moving through a revolving door, generally whoever comes first

leads the way.

In case of hotel staff, they should make way for guests, people with

physical disabilities, old people, slow travellers and people with bulky

packages.

Maintain a steady pace and never stop or change speed once inside.

2.1.2 Elevators

The hotel staff should show the way using an open palm gesture whilst

holding the door using the elevator door button.

One must always hold the door and help people with disabilities or heavy

packages.

Make room for the guest. Do not crowd or push. If the elevator is too

crowded the hotel staff should volunteer to exit.

Never gossip or discuss other guest or hotel issues whilst in the elevator.

Hotel staff should always use the service elevators unless accompanying a

guest.


7


8/150

The hotel staff should not stare at the guest or themselves through the

mirrors inside the guest elevator.


8


9/150

2.1.3 Stairs and Escalators

The hotel staff should always let the guest pass unless leading the way.

Do not rush or push people on a staircase, even if in a hurry. Do not

attempt to run on the escalator.

Help people with disabilities, children, luggage and people with loose

clothing to alight and get off escalators.

2.1.4 Doors

The hotel staff should observe guests approaching the door and open it as

the guest walks through.

The door is opened in the direction in which the guest is going.

Always open the door for the person behind.

The hotel staff should greet the guest as he/she passes through the door.

The hotel staff must thank anyone who keeps the door open.

2.2 Tips on Timing and Honouring Schedules

The hotel staff should always specify the time that they expect to be

taken in fulfilling guest requests or responding to a query. For example, I

would check that on the system and let you know in 2 minutes, Mr.

Gomes.

Guests are more important than staff or other work. They should always

be given first priority.

Orders should always be served within standard time.

In case an order is expected to take additional time, the service of food

and beverages should be planned in such a way that the guest is kept

waiting for the least duration.

The staff should offer fast beverage replenishments in order to create a

positive impression of alertness.

The steward should serve and clear at the same time for all guests on a

table.

The hotel staff should gauge the pace at which the guest would like

his/her meal to be served. Service should be provided accordingly.


9


10/150

2.3 Etiquette for using Restaurant Equipment

Learn how to operate the equipment properly.

If it is empty and requires refilling, do so to avoid inconvenience to the

next user.

Since restaurant equipment is shared, take turns at using it and do not

quarrel for the same.

If the equipment breaks down, fix it or get it fixed immediately.

In case you have borrowed equipment, return it to the initial user as soon

as possible and in the same condition as received.

When you are done, leave the work area and equipment neat and cleanand ready for the next user.

Do not borrow equipment without prior permission.

Use correct posture and technique to carry restaurant equipment to avoid

injury to self and breakage of equipment.

Do not rest foot sole against walls or restaurant furniture.

Use the right cleaning agent and fabric to maintain upkeep of the

restaurant.

Do not bang the doors of the sideboards.

Do not carry trays, peppermills, dirty linen and other such items under

your arms when your hands are full.

2.4 Courtesy Among Colleagues

While communicating with your colleagues, do not point your finger

towards any guest. Use cover numbers to inform who has ordered for

what.

Do not use abusive language with your colleagues.

Speak politely while ordering food, calling for pick up etc.

Be aware of your conversation over the phone. Guests may be

watching or hearing you.


10


11/150

Never shout into the telephone

Do not have long conversations over the phone, while a guest is

waiting

Do not entertain personal calls while at work

When a guest requires assistance, do so regardless of whether it is your

job.

Discussions between employees should not occur in front of the guest and

must be minimum during service hours.

Do not congregate in clusters or groups (3 is a crowd).

Do not use vernacular language. Only communicate in English as that is

the internationally accepted language.

Communicate with team members to provide excellent service.

Do not make colleagues a victim if your mood swings or bad attitude. This

is easily visible to the guest.

Do not embarrass any of your colleagues by putting them down or

addressing rudely in front of the guest, as this is intolerable.

Use standard polite phrases while addressing your colleagues also.

Never shout at your colleagues in the restaurant or the back area.

2.5 Etiquette with Guests

2.5.1 While talking to a guest

Always smile while welcoming the guest in your restaurant.

Always give the guest full attention and do not say, Yes until you

completely understand what he is asking for. Always provide the guest

with at least two alternatives while solving a problem.

Never say I dont know. Tell the guest you will find out for him and

ensure that he is provided with accurate information.

Never argue with the guest. Speak softly and clearly, without artificial

accent.

Never discuss negative views about the hotel or other staff with the guest.


11


12/150

Maintain eye contact. Even if you are busy writing or serving, look up once

in a while to maintain eye contact.

Maintain a distance of at least two feet from the guests while taking an

order.

Avoid using hotel jargon and slang in front of the guest.

Personalise the conversation by using the guests name whenever

possible.

Avoid unnecessary movements of hands and facial gestures while

describing dishes, or while speaking to guests.


12


13/150

2.5.2 While Standing

While standing to take an order or standing at the restaurant door, stand

erect at ease, but not in a casual manner.

Weight balanced on both feet

Shoulders straight

Chest out

Stomach in

Keep your hands on the sides or behind your back.

Do not keep your hands in the pockets or on the hips

Do not cross your arms across the chest.

Do not lean against the sideboard, panels or the hostess desk.

Remember, you may be in view of a guest even when you are not directly

interacting with him/her. Maintain your poise at all times.

Do not huddle together in bunches inside the restaurant. There is always

something to be done in your area, even when the guests are not there.

Avoid turning your back to the guest whenever possible.

2.5.3 While Walking

Walk at an even pace inside the restaurant, avoiding any sound of thefootsteps. Never run inside the restaurant

While walking in guest areas, if guests are approaching, get aside and

give them first right of way. If near a door, open the door for the guests to

pass through.

Walk on the left hand side.

If accompanying a guest, walk on his/her right hand side and open the

door for the guest.

Walk erect and maintain the poise.

Never push or shove any colleague, no matter what the hurry.

Everyone should follow the generally accepted rules of traffic while

walking through the restaurant. Walk to your left side


13


14/150

2.5.4 Courteous Behaviour

Anticipate guest needs and fulfil them without being asked. For

example:

Identify that the guest needs something without him having to call for

someone.

Open the restaurant door and let the guest pass ahead.

Hand him a pen as he reaches for his own.

Light his cigarette, as he gets ready to light it.

Reach out for the heavy bag he is carrying.

Do not get familiar with the guest, even when he treats you like a

friend. Maintain professional relationship.

Be consistent in recognising guests

If a guest asks for directions, do not point. Escort the guest to the

destination.

Treating guest courteously and turning to a colleague and talking to

him impolitely destroys the image. Maintain the same finesse and

politeness.

Treat non-resident guests with as much respect as resident guests.

They are potential guests too.

Do not forget the power of word of mouth publicity that the guests

do for your restaurant.

Give attention to single diners.

Remember that service continues until the guest leaves the restaurant

and not when the bill is settled.

Take ownership of the guest problem.

Never cross the guests middle line during service or clearance.


14


15/150


16/150

3. Handling Difficult Situations in a Restaurant

When an unforeseen incident arises it must be coped with promptly and

efficiently without causing any more disturbance than is necessary to any of

the other guests. Quick action will very often soothe the irate customer and

ensure a return visit to your establishment.

It is worth remembering at this stage that in case of complaints, whatever

their nature, they should be referred immediately to the supervisor. Delay

can only cause confusion and very often the wrong interpretation may be put

on a situation if it is left to be dealt with later. In the case of accidents, a

report of the incident must be kept and signed by those involved.

Listed below are a few of those incidents that might occur and the suggested

steps that should be taken in order to put right any fault.

3.1 Spillages

3.1.1 Spillage during the Course of Service

1. Check immediately that none has fallen on the guest being served.

Apologise to the guest.

2. If some has fallen on the guests clothing, allow the guest to rub over the

dirtied area with a clean damp cloth. This will remove the worst of the

spillage.

3. If it is necessary for the guest to retire to the cloakroom to remove the

spillage then his/her meal should be placed on the hotplate until he/shereturns.

4. Depending on the nature of the spillage the establishment may offer to

have the garment concerned cleaned.

5. If there is spillage on the tablecloth, the waiter should first remove any

items or equipment that may be dirtied or in his/her way.


16


17/150

6. He/she should then mop or scrape up the spillage with either a clean

damp cloth or a knife.

7. A clean rolled serviette should then be brought to the table and rolled

completely over the damaged area.

8. Any items or equipment removed should be returned to their correct

position on the tabletop.

9. Any meals taken to the hotplate should be returned and fresh covers put

down where necessary.

10.Again apologies should be made to guests for any inconvenience caused.

3.1.2 Spillage Caused by the Guest

1. Ensure none has gone on the guest.

2. If some of the water has fallen on the guests clothing then follow steps 2

and 3 above.

3. Where possible, as this form of accident usually involves changing the

tablecloth, the party of guests should be seated at another table and

allowed to continue their meal without delay.

4. If they cannot be moved to another table then they should be seated

slightly back from the table so that the waiter can carry out the necessary

procedures to rectify the fault speedily and efficiently

5. The guests meal should be placed on the hotplate/ hot case to keep

warm.

6. All dirty items should be removed on a tray to the waiters sideboard

ready to go to the wash-up area

7. All clean items should be removed and kept on the waiters sideboard for

relaying

8. The tablecloth should be mopped with a clean absorbent cloth to remove

as much of the liquid as possible

9. A clean tablecloth of the correct size should be brought to the table. It

should be opened out and held in the correct manner as if one were laying

a tablecloth during the pre-service preparation period. The table should

then be clothed up in the usual manner except that when the clean cloth


17


18/150

is being drawn across the table towards the waiter he/she is at the same

time taking off the soiled tablecloth. The soiled tablecloth should be

removed at the same time that the clean tablecloth is being laid so that

none of the table top can be seen by the guests at any time.

10.When the table has its clean tablecloth on it should be re-laid as quickly

as possible.

11.The guests should then be re-seated at the table and the meals returned

to them from the hotplate.

12.A small spill of water can be handled by rolling a dry napkin to absorb the

spill, and then covering it with a clean napkin.

3.2 Returned Food

1. Apologize to the guest

2. The dish should be removed and kept in the hotplate

3. The guest should be offered the menu and asked if he/she would like

another portion of the same dish or prefer to choose something else as an

alternative

4. A special check for the new order should be written out. This shows the

dish being returned and what the guest is having in its place.

5. A fresh cover should be laid.

6. The new dish should be collected as soon as possible from the hotplate

7. It should be served to the guest

8. Apologies should be made for any inconvenience caused

9. The steward must ensure that the Chef receives the dish being returned

and checks it immediately, because it may mean that the particular dish

concerned has to be taken off the menu for the day to prevent the chance

of food poisoning

10.The manager of the restaurant decides whether or not the dish is to be

charged to the guest.


18


19/150


19


20/150

3.3 Lost Property

1. A check should be made immediately as to whether or not the guest has

left the service area. If he/she is still in the area, the wallet may be

returned to him/her.2. If the guest has left the service area, the waiter should hand the wallet to

the manager/ supervisor in charge.

3. The supervisor should check with reception and the doorman to see if the

guest has left the building.

4. If the guest concerned is a resident, then reception may ring his/her room,

stating the wallet has been found and can be collected at a convenient

time.

5. If the guest is a regular customer, it is possible that the manager mayknow where to contact him/her to call for the wallet

6. If the guest is a regular customer but cannot be contacted, the wallet

should be kept in the lost property office until the customers next visit.

7. If the owner has not been found or contacted immediately, the supervisor

should list the items contained in the wallet with the steward who found

the wallet. The list should be signed by both the supervisor and the finder

(the steward). The list must be dated and also indicate where the article

was found and at what time.

8. Security manger and housekeeper on duty is informed. A copy of this list

should go with the wallet to the housekeeping desk where the contents of

the wallet must be checked against the list before it is accepted. The

details of the find are then entered in a lost property register. The wallet

would then be stored with the security.

9. Another copy of the list should go to the duty manager in case any

enquiries are received concerning a wallet. Anyone claiming lost property

should be passed on to the housekeeping desk/ security.

10.Before the security office hands over any lost property, a description of

the article concerned and its contents should be asked for to ensure as far

as possible that it is being returned to the genuine owner. The office

should also see proof of identity of the person claiming ownership


20


21/150

11.In the case of all lost property, the above-mentioned steps should be

carried out as quickly as possible as this is in the best interests of the

establishment and causes the guest minimum inconvenience. On receipt

of lost property, the guest should be asked to sign for the article

concerned, also giving his/her address.

12.Lost property classified as valuables e.g. cameras, jewels, electronics,

are stored for 1 year.

Non-valuables are stored for three months.

Lost property is disposed off by giving it to charity, hotel auction, to

employees, and any money is put in staff fund.

For passports, security must contact embassy or consulate

immediately. For credit cards, security will inform the bank, and for

airline tickets, security will inform airlines.

3.4 Illness

1. As soon as it is noticed that a guest is feeling unwell while in the dining

room or restaurant the manager should be immediately called to the spot.

2. The manager must enquire if the guest needs assistance. At the same

time he/she must try to judge whether the illness is of a serious nature or

not

3. It is often advisable in cases such as this to take the guest to another

room to see if they are able to recover in a few minutes.

4. If this happens their meal should be placed on the hotplate until their

return

5. If the illness appears to be of a serious nature, a doctor, nurse or someone

qualified in first-aid should be called for immediately.

6. If necessary the area should be screened off.

7. Although this is a difficult situation to deal with in front of the general

public the minimum fuss should be made, and service to the rest of the

guests carried on normally.


21


22/150

8. It is best, if at all possible, to have the guest who has fallen ill immediately

moved to another room where he/she may rest out of the heat of the

dining area. This causes minimum fuss in the restaurant.

9. The doctor should advise whether an ambulance should be called.

10.If the guest falling ill is a lady then a female member of staff should

attend her

11.The guest may have had a sudden stomach upset and wish to leave

without finishing the meal. It is left to the managers discretion weather a

transport should be provided or not or the guest should be accompanied

or not.

12.Payment for that part of the meal consumed would be left on the

managers discretion.

13.It is most important that for all accidents, minor or serious, all details are

recorded in the logbook. This is in case of a claim against the hotel at a

later date.

14.If after a short period of time the guest returns and continues with the

meal, a fresh cover should be laid and the meal returned from the hot

plate.

3.5 Alcohol Over-Consumption

1. If difficulty is found in handling this type of person then assistance in

removing the person from the eating area may come from the members

of staff or a bellboy.

2. If a guest is suspected of being drunk this must first of all be ascertained

by the manager.

3. The guest should then be asked to leave rather than be allowed to

become objectionable to other guests later on.

4. If the guest has already consumed part of the meal but is not being

objectionable then the remainder of the meal should be served in the

normal fashion, but the supervisor must ensure no more alcoholic

beverage is offered.


22


23/150

5. On finishing, the guest should be watched until he/she has left the

premises

6. It is always advisable to make out a log note of all such incidents, and

they should be brought to the immediate attention of the Food and

Beverage Manager in case of any claim at a later date concerning a

particular incident.


23


24/150

3.6 Records

1. It is advisable that when any incident occurs a report is made out

immediately. The basic information that should be found in the report is

as follows: Place

Date

Time

Nature of incident

Individual reports from those concerned and signed

Action taken

Name, address and phone number of the guest involved, and also

of the staff involved2. All reports should be kept in case similar incidents occur at a later date,

and for future reference should the need arise.

3.7 Lost Children

1. Take a complete description of the child lost:

Male/female

Age

Where last seen

Clothing worn

Any predominant features

Colour of hair

Any accessories, i.e. handbag/doll, etc.

2. Immediately inform the supervisor/security.

3. Constant watch on all entrances/exists.

4. Check all cloakroom/rest areas and immediate vicinity where the child has

been reported missing.

5. Should nothing result from taking the above actions, immediately inform

the local police.


24


25/150

3.8 Dealing With Children

1. Should children be amongst the customers arriving in your food service

area then the lead concerning their welfare should be taken from the

parents or accompanying adults.2. Where applicable, the following factors should be determined:

Are high chairs/seat cushions required?

Restrictions on the service of alcohol to minors

Are `childrens meal menus required?

The portion size of ordered from the normal menu

The provision of childrens `give aways, i.e. crayons, colouring

books, etc.

For the safety of both children and others, the staff should be awareof childrens movements

Should the children be of a more mature childs age, then they

must be addressed as either `Sir or `Madam

Sharp objects like knives, forks must be kept away from children.

Tall/stemmed glasses should not be used for serving children

3.9 Customer Mobility

Extra awareness is needed to meet the requirements of customers who may

have special needs, such as mobility problems. The following considerations

should be given on these occasions:

1. Place wheelchair users at tables where there is adequate space for

manoeuvrability.

2. Position him/her out of the main thoroughfare of customer/staff

movement.3. Position him/her with easy access to cloakrooms, exists and fire exits.

4. Always ensure that menus, wine lists and the like are immediately

available to any wheelchair user.

5. Never move the wheelchair without the customer being asked first.


25


26/150

6. Crutches/walking sticks should be placed in an accessible and readily

available position.

3.10 Blind And Partially Sighted Guests

Awareness is also required to meet the needs of those customers who may

be blind or partially sighted. Here the following considerations should be

given:

1. Talk to and treat the customer with special needs as you would with any

other customer.

2. Remember it is `by touch that blind people see and are made aware that

they are involved in what is happening around them.

3. Immediately prior to `ordering, a gentle touch on the hand attracts

his/her attention to you.

4. Offer to fillet/bone fish and meat items.

5. Offer to cut up potato and vegetable items should it be necessary.

6. Never overfill cups, glasses or soup bowls.

7. Should you feel it appropriate, use `bowls instead of `plates for specific

food items, but always ask the guest first.

8. Ask if you should describe where food items are on the plate, such as

`Fish at six o clock.

3.11 Customers With Communication Difficulties

You should also be aware of `communication problems that may arise when,

for example, customers are deaf or hard of hearing or have little

understanding of the English language. In these cases the following steps

should be taken:

1. Stand in such a position that the customer is able to see your face clearly.

2. Speak slowly and distinctly.

3. Describe food/drink items in simple, precise and plain language.

4. Seat customers away from possible excessive noise, as this is most

uncomfortable for customers wearing hearing aids.


26


27/150

5. In these instances always read back the food or drink order received to

confirm all requests.

6. Listen attentively to what is being said to you to ensure you understand

the customers requirements.


27


28/150

4. Types of Service

The type of service of an establishment depends on a number of factors like

the type of catering establishment, type of clientele, time available for a

meal, type of menu, and the cost of the meal served etc.

Some basic principles apply to all types of service and every food and

beverage professional must practice them. These principles are listed below:

1. When food is served at the table from a dish to a guests plate, it is done

from the left.

2. When food is pre- plated, the service to the guest is done from the right.

3. All beverages are served from the right.

4. Soups are served from the right unless poured from a soup tureen in to

the soup plate (in which case it done from the left.)

5. Ladies are always served first.

6. Soiled plated are always cleared from the table from the right.

7. Fresh cutlery and crockery is always served from the right.

8. Never reach across the guest. (All equipment on the right of the guest

must be cleared from the right and that on the left from the left.

The types of service most commonly used in Taj properties are:

4.1 French Service (Silver Service)

This is the classical banquet service. Each course is brought from the

kitchen in dishes, and served to the guest from left hand side.

The dish is carried in the left hand, and the food is served by the righthand using service spoon and fork.

If the food is served using a service table in the restaurant in similar

fashion, it is termed as Silver service.

4.2 American Service (Pre-plated Service)


28


29/150

Most often used in Coffee Shops where the emphasis is on quick service.

In American Service, the food is served in to a guests plate in kitchen

itself and brought to the guest.

The portion is pre determined by the kitchen and the accompaniments

served with the dish balance the entire presentation in terms of nutrition

and colour.

Pre plated food is always served from the right hand side of the guest.

4.3 Gueridon Service

This method of service is done in fine, high priced establishments. This is a service where a dish comes partially prepared from the kitchen

and completed inside the restaurant by the service staff using the

gueridon (trolley) in front of the guests.

Gueridon is a mobile trolley with gas cylinders and burners.

The service staff plays a prominent role in this service and is required to

fillet, carve, flambe and prepare the food with showmanship.

4.4 Russian Service

This method of service involves the lay up of the table with the food

already presented for the guests to help themselves.

4.5 Buffet Service

Buffets are organised often during functions and conferences and also in

busy restaurants and coffee shops.

A variety of dishes are arranged in food warmers (Chaffing dishes) on a

buffet counter. The advantage is that the guests have an individual choice

of dishes and portion sizes. Buffets save time and less staff are required

for this style of service.


29


30/150

5. Meal Experience

It is important for every food and beverage professional to understand the

guests point of view about eating out, and how can he/she make a

difference. A restaurant meal experience has many factors that lead to an

enjoyable dining experience.

5.1 Restaurant Meal Experience

5.1.1 Reception at the entrance

First few minutes in your restaurant leave lasting impressions on the guests.

A quick and warm reception at the entrance is crucial.

5.1.2 Assigning an appropriate table

Most guests like to choose their table. However, this may not be possible at

all times. Suitable options should be provided to the guests by anticipating

their need. For example a group wanting to discuss business issues may

prefer a quiet corner, and guest with a book in his hand may prefer a bright

section etc.

5.1.3 Order taking

Guests have varied tastes and restaurant order takers and chef can co-

ordinate to vary the dish accordingly. E.g. In an Indian restaurant a European

guest may prefer to have his food less spicy than usual.

Guests often know a lot about food and rate the restaurant food according to

their previous experience.

However, an order taker can also help the guests to choose a right

combination of flavours, colours, texture and temperature of food bydescribing the dishes properly.

5.1.4 Cultural Factors

Order takers must be aware of various cultural and religious factors e.g. Islam

forbids consumption of pork, Hinduism forbids consumption of beef. Most


30


31/150

Hindu guests prefer vegetarian food during Navratras. Jains do not eat root

vegetables, etc.


31


32/150

5.1.5 Service

All guests expect efficient service, but do not like to be hurried up.

Anticipating the occasion and pacing the meal accordingly is important. Most

guests appreciate efficient, unobtrusive service.

5.1.6 Entertainment

Entertainment and activities in restaurant are of great value as they help to

create a unique dining experience. Dining out has become a form of

entertainment today, and guests often choose restaurants according to the

type of entertainment they provide.

5.1.7 Value for money

Guests often base their choice of restaurant on the perceived value for

money.

5.1.8 Individual needs

Understanding every guest is the most challenging part of restaurant service.

Parents appreciate the care provided to their children while they dine,

travellers like the care by which their luggage is handled, and businessmen

appreciate the way their messages are handled. Focus on individual needs is

what sets a delightful restaurant apart.


32


33/150

5.2 In-Room Dining Meal Experience

The factors that lead to a satisfying meal experience at In Room Dining are as

follows:

5.2.1 Order taking

Guests have varied tastes. In restaurants, order takers and chef can co-

ordinate to vary the dishes accordingly. E.g. In an Indian restaurant a

European guest may prefer to have his food less spicy than usual. An order

taker at In Room Dining can also help the guests to choose a right

combination of flavours, colours, texture and temperature of food by

describing the dishes properly.

5.2.2 Cultural Factors

Order takers must be aware of various cultural and religious factors e.g. Islam

forbids consumption of pork, Hinduism forbids consumption of beef. Most

Hindu guests prefer vegetarian food during Navratras. Jains do not eat root

vegetables, etc.

5.2.3 Choosing the Right Service Equipment

It is very important that the service staff choose the appropriate service

equipment to set up the order. Smaller orders of tea, coffee or snacks are

placed on small trays and larger orders may go on a tray or trolley depending

on the number of covers and courses.

5.2.4 Anticipation of Guest Needs

The staff should anticipate guest needs and place the appropriate

accompaniments and service gear. Care should also be taken to continuously

enhance ergonomics within the tray placements.

Ergonomics refers to the placement of items in a manner that workflow is

efficient and user friendly.

5.2.5 Superior Quality of Service


33


34/150

The service of the meal is provided within the room and care must be taken

to ensure that the service is efficient and unobtrusive. The service sequence

starts from order taking, to proper delivery of food ordered, to the steward

knocking on the door to the general conduct inside the room and prompt

clearance.

5.2.6 Exceeding Guest Expectations

In Room Dining has a lot of scope to dazzle and delight the guest with small

add-ons such as petit fours, after mints, glazed cashew nuts, etc.

5.2.7 Value for money

Guests often base their choice of an In Room Dining experience and a

restaurant meal experience on the perceived value for money.


34


35/150

6. The Menu

The menu card shows what the establishment has to offer, and it must be

presented in a pleasing form. Menu card is often referred to as the visiting

card of the establishment, and it must be stored, handled and presented with

due care.

The menu links the establishment with the customers. It is compiled carefully

by the Chef and the manager in liaison. Many factors, like availability of

supplies, balance of dishes in terms of food value, colour, texture and

flavours are kept in mind while compiling the menu.

Menu is changed often to provide variety to the guests, and also to suit the

availability of seasonal supplies.

A menu represents the range of food and beverage items offered in a

restaurant. When the menu is represented on a card, it is referred as Menu

Card.

Great pains are taken in compiling a menu that should not only be attractive

but informative and gastronomically sound as this reflects the quality of the

restaurant.

Menus should ideally be printed or written in one language. French and

English languages have a similar script, but they should not be combined to

describe a dish on the menu.

While writing a menu in French, the following points should be kept in mind:

In correct French, the following have capital letters-

Proper nouns (Names of places and people)

Nouns

Geographical names used as adjectives

The first letter of a complete line


35


36/150

No accents are used while writing the menu in upper case.


36


37/150


38/150


38


39/150

6.1 Breakfast Menu

6.1.1 Continental Breakfast

Continental breakfast is one of the most popular today. The term caf

complet is widely used throughout the Continent and means, in effect, a

continental breakfast with coffee as the beverage. The complet is also

used, with tea as the beverage.

On the other hand the guest may order a caf simple, in which case

he/she requires the beverage (coffee or tea) with nothing to eat. The

continental breakfast menu is light and comprises of:

Breakfast Rolls (brioche, bread, croissants, muffins or toast)

Preserves (Jam, jelly, or marmalade etc.)

Cut fresh fruits or fresh fruit/vegetable juice

Tea or coffee

6.1.2 American Breakfast/ Taj Breakfast

It is a breakfast served on a much larger scale. The full English breakfast

consists of a number of courses, usually three or four, with a choice of

dishes from within each course.

This is also called the Taj Breakfast in some Breakfast menus. This

consists of the following:

Fresh fruit/vegetable juice

Fruits (Stewed or fresh)

Cereals (Porridge, oatmeal, corn flakes, etc) or Swiss Muesli

Bacon

Eggs to order (Cooked as omelette, boiled, fried, poached or fried)

or Pancakes

Breads (Muffins, brioche, toast, croissants etc.) with preserves (jam,

marmalade, honey, etc.)

Beverages (Tea, coffee etc.)


39


40/150

6.1.3 Indian Breakfast

This breakfast option is provided in most Indian hotels. It consists of the

following:

Seasonal fruit/vegetable juice or cut fresh fruits

Aloo/Paneer parantha or Masala/Paneer/Plain Dosa

Utappam

Idli

Sambar, coconut chutney, tomato chutney as accompaniments

Tea/ Coffee/Hot beverage or Salted/Sweet/Masala/Plain Lassi

6.1.4 Low Calorie Breakfast

This breakfast variety caters to guests who are health conscious and give

importance to fitness. Some common items featuring on the menu are:

Item CaloriesEgg White Omelette 240Coconut Water 48Cucumber Juice 26Papaya Juice 78Carrot Juice 86

Tomato Juice 34Fresh Papaya 84Skimmed milk yoghurt 85Proteinez Chilled egg white and cinnamon milk shake 1-5Poached egg 159Whole wheat bread, Six Grain bread -


40


41/150

6.2 Courses of a French Menu

The classical French menu consists of seventeen courses. A course is a food

item eaten at a particular time and sequence during a complete meal. The

seventeen courses and their sequence of service are mentioned below:

No. Course No

.

CourseFrench English French English

1 Hors-

duvre

Starter 10 Legumes Vegetables

2 Potage Soup 11 Salades Salads3 Oeufs Eggs 12 Buffet froid Cold Selection

4 Farineux Pasta/Rice 13 Entremet de

Sucre

Sweet course

5 Poisson Fish 14 Savoureux Savoury

course6 Entre Entry into meat

course

15 Fromage Cheese

7 Relve Meat (Small Cut) 16 Dessert Nuts and Fruits8 Sorbet Interval course 17 Beverages Tea/Coffee9 Rti Roast Meat

(Large Cut)

Although nowadays most menus are restricted in to an appetizer, soup, main

dish and sweet dish, it is important for all food and beverage professionals to

know the classical French menu sequence. The number of courses may range

from 2-3 to even upto 11 in State banquets but what is important is to know

the general order of the dishes.


41


42/150

The classical order of the most frequent courses are to be served in French

cuisine is given below:

1. Hors doeuvre (Starters)

These areof a spicy nature in order to stimulate the appetite. Starters can

be hot or cold.

The term hors doeuvres means a variety of pickled or well seasoned

foodstuffs, from which the customer is able to make his /her choice.

The term hors doeuvre also covers any item served or listed on the menu

before the soup, usually known as hors doeuvre substitutes. Classical

hors doeuvre include

Anchovies

Beetroot

Bismarck herring

Russian salad

2. Potage (Soups)

Soup may also act as an appetiser for the courses to come. Two soups are

usually provided on the menu, one being a clear soup (consomm) and

the other a thick soup (crme volute or puree). The clear soup is always

placed first on the menu.

Consomm and bouillon are examples of clear soups.

Consomm is clarified stock of meat, fish or poultry, which is flavoured

with herbs and seasoned. Depending on the garnish, the consomm is

named. E.g. Consomm julienne, consomm brunoise etc.

Bouillon is plain unclarified broth obtained from boiling meat or

vegetables.

Thick soups can be further subdivided according to the type of thickening

used.

Puree soups - vegetable soups thickened with starch contained in

the pureed vegetables

Bisques - made with pureed shellfish and fresh cream


42


43/150

Cream soups - these are thickened with bchamel sauce or cream

Veloute soups - these are thickened with egg yolk, butter and

cream


43


44/150

3. Poisson (Fish)

Fish is soft fibred and tender meat, which is easily digested and helps to

prepare the appetite for heavier courses to come.

Fish course is presented simple, without complicated garnishes. Fish can

be steamed, poached, grilled or fried.

Examples of fish dishes are

Sole meuniere - Sole fish shallow fried in butter

Sole Colbert - Sole fish coated with flour, egg, and breadcrumbs and

deep-fried.

Sole bonne femme - Fillet of sole in a white wine sauce with

mushrooms

4. Entre (Entry into Meat Course)

The entres are generally small, well garnished dishes which come from the

kitchen ready for service.

They are always accompanied by a very rich gravy or sauce.

Entre is either a hot dish in a sauce or a cold dish. (e.g. pasta dishes, foie

gras, savoury pastries (quiches, patties etc.).

Potatoes and vegetables are not served with the entre if it is followed by

a relve course.

An entre is the first meat course on the French classical menu.

5. Relve (Grand Meat Dish)

Relve dishes are larger than entrees and take the form of butchers

joints, which have to be carved. Vegetables and potatoes are served as

accompaniments. Examples of relve are:

Contre filet de Buf rti a lAnglaise: Boned and roasted sirloin of

beef

Carre dagneau rti: Roast best end of lamb


44


45/150

For vegetarian dishes such as au gratin, cutlets, vegetable kievs etc. are

served.


45


46/150

6. Sorbet (Rest Course)

Because of the length of the French classical menu, this course is

considered to be the rest between courses. The sorbet, therefore, must

be able to counteract the richness of the dishes already served and

stimulate the appetite for the courses to come.

Sorbet is a type of water ice that is softer and more granular than ice

cream, as it does not contain any egg or fat. The basic ingredient of a

sorbet is fruit juice or puree, wine, liqueur etc.

It should be piped in to a champagne glass and served on a under plate

with a teaspoon.

7. Rti (Roast)

Roast always consists of roast game or poultry : chicken, turkey, duck,

pheasant, quail.

Each dish is accompanied by its own particular sauce or gravy, with a

green salad served separately on a crescent shaped dish, which is placed

at the top left hand corner of a cover.

8. Legume (Vegetables)

At this stage of the meal the balance of the courses is gradually returning

from heavy to light.

Vegetables such as asparagus, artichokes, and corn on the cob, with

hollandaise sauce (an egg and butter based sauce) or beurre fondue

(melted butter) offered separately.


46


47/150

9. Entremet (Sweet)

Entremets may be hot or cold.

Examples of such dishes are:

Fritters

Pancakes

Flamed fruits

Ice creams

Souffls

10. Savoury (Savoureux)

Savouries may take form of savoury items served hot on toast or as a

savoury souffl.

Examples of savouries are:

Welsh Rarebit - Cheese sauce on toast flavoured with ale and gratinated.

Scotch Woodcock - Scrambled egg on toast and decorated with capers

and anchovies.

11. Dessert (Dessert)

The last course of a meal.

All forms of fresh fruit and nuts may be served accompanied with castor

sugar and salt.


47


48/150

The following table lists the French and English names for the courses with

examples:

S.No

.

French English Examples

1. Hors doeuvres Appetisers

Oysters, smoked

salmon, Caviar.2. Potage Soup Crme of tomato soup

Consomm3. Poisson Fish Poisson a langlaise,

Poisson Bonne Femme4. Entre First meat dish Noisette d Agneau

Rti5. Releve Main meat dish Pepper steak,

Chateaubriand6. Sorbet Flavoured ice Lemon and mint

sorbet Champagne

sorbet

(Cigarettes/cigars may

be offered at this

stage)7. Rti Roast of game

birds or joints

Roast turkey

8. Legumes Vegetables Tomato farcis

9. Entremets Sweet dish Baba au rhum, crepe

suzette, choux

chantilly10. Savoureux Savoury Cheese and crackers

11. Dessert Dessert Fruit and nuts


48


49/150

7. Covers And Accompaniments

Many dishes have separate accompaniments whose flavour, taste and colour

enhances that of the principal dish. They also help to digest the food better,

and in many cases, provide moistness.

Given here are standard accompaniments for some classical dishes and

knowledge of these is important for F&B professionals to ensure that the

correct accompaniments are automatically served.

It must also be remembered that specific accompaniments may vary

depending on the Chef or Restaurant Manager, but the ones given

below creates a certain foundation as these are accepted all over

the world.

S.

No.

Food Items Cover Accompaniment

1. Tomato juice Juice goblet or juice

glass (5 oz.). Under liner

(of side plate and doily).

Teaspoon.

Worcestershire sauce

2. Horsdoevres

Varies

Tray with a number of

sections, each with one

type of a dish, can be

served from the trolley.

Each section should

have its own service

spoon and fork.

Small knife and fork (or

fish knife and fork)

Half plate

Oil and vinegar with

under liner. Split toast in

a folded serviette placed

in a basket or side plate.


49


50/150

S.

No.


3. Potted

shrimps

Shrimps placed on a bed

of lettuce on a cold fish

plate.

Fish knife and fish fork

Cayenne pepper, Pepper

mill, Lemon segments in

a saucer. Hot breakfast

toast, crust removed, cut

in to triangles, served in

a folded napkin on a side

plate.4. Grapefruit

cocktail

Coupe with a doily on

side plate, grape fruitspoon or tea spoon

Castor sugar in a bowl

with a doily and sideplate.

5. Oyster Served in a Pony

Tumbler placed on a

Doily paper on a quarter

plate and teaspoon

Oyster cruet: Cayenne

pepper, pepper mill,

tabasco sauce, chilli

vinegar.

Brown bread, butter and

segments of lemon.6. Caviar (Roe

of Sturgeon

fish)

Caviar knife or fish knife

on the right hand side of

the cover.

Cold fish plate

Hot breakfast toast or

Blinis (Russian pancake)

with butter. Segments of

lemon, finely chopped

shallots, parsley, sieved

hard boiled eggs, (yolks

and white separately)

Served in a glass bowl

placed on a bed of ice in

a welled dish. Each

portion of caviar is

around 30 gms.7. Smoked

salmon

Fish knife and fish fork

Cold fish plate

Red pepper, pepper mill,

brown bread and butter.


50


51/150

S.

No.


8. Pate de Foie

Gras

Small knife and small

fork. Foie gras is served

in from the box in which

it is available onto a cold

fish plate.

Paste of fattened goose

liver

9. Asparagus Asparagus tong on the

right of the cover.

Asparagus is served on a

dinner plate which is

kept tilted to one side

with the help of a joint

fork placed under the

dinner plate either on a

asparagus grid or rack

serviette

Hot Asparagus served

with hollandaise or

melted butter.

Cold Asparagus Served

with Vinaigrette.

10. Avocado Avocado is cut into half.

One half is served in an

avocado dish

A teaspoon is placed on

the table in this

arrangement

Brown bread and butter

11. Petit

Marmite

Served in a container

called Petit Marmite,

which is placed on a

Doily on a quarter plate.The cutlery is a dessert

spoon

Grilled flute (type of

French Bread), grated

Parmesan cheese and

poached bone marrow.

12. Onion Soup Soup plate with fish

plate as under liner.

Soupspoon is laid on the

Grilled flute, grated

Parmesan cheese.


51


52/150

right

S.

No.


13. Potage Saint

Germaine

Green pea soup

Soup plate with fish

plate as under liner

Soupspoon is laid on the

right

Fried croutons

14. Cream of

tomato soup

Soup spoon

Soup plate/cup

Under liner plate with

doily

Fried croutons

15. Consomme Dessert spoon

Consomme cup and

saucer

Depending on garnish

16. Minestrone

soup

Soup spoon

Soup plate

Under liner

Grated parmesan cheese

Grilled flutes

17. Bouillabase Dessert spoon

Soup plate

Under liner

Fish knife and fork

Thin slices of French

bread, dipped in oil and

grilled

18. Borscht Dessert spoon on the

right of the cover

Soup plate with fish

plate as the under liner

Sour cream, beetroot

juice and bouchees filled

with duck paste

Served in the same

order19. Crumb fried

fish

Fish knife and fork

Hot fish plate

Tartar sauce served in a

sauceboat on a side

plate and doily, lemon

slices served along with

the fish as garnish20. Roast lamb Large knife and fork

Hot dinner plate

Mint sauce, roast gravy


52


53/150

21. Roast Mutton Large knife and fork

Hot dinner plate

Onion sauce if shoulder

is served. Red currant

jelly if saddle is servedS.

No.


22. Roast pork Large knife and fork

Hot dinner plate

Sage and onion stuffing,

apple sauce, roast gravy23. Roast beef Large knife and fork

Hot dinner plate

French and English

mustard in mustard pots

on a side plate with a

doily.

Yorkshire pudding comes

with the meat, horse

radish sauce and roast

gravy are served from

sauceboats24. Mixed grills

and grilled

steaks

Large knife and fork

Hot dinner plate

French and English

mustard in mustard pots

Maitre dhotel butter

Straw potatoes25. Roast

Chicken

Large Knife and Fork

Hot dinner plate

Bread sauce in a sauce

boatRoast gravy in a sauce

boat

Parsley and thyme

stuffing comes with the

meat

Bacon rolls come along

with the meat

Game chipsWatercress

26. Cheese Side plate

Side knife

Dessert fork( optional)

Cheese knife used only

Cruet (Salt, pepper,

mustard)

Butter in butter dish

Celery, radish, and


53


54/150


55/150

8. Meal Plans and Billing System

8.1 Billing System:

Most Taj properties use automated operations in which order takers can

input orders at point-of-sale (POS) systems. They typically use the same

type of POS system used by other food and beverage departments for

which Micros-Fidelio Corporation has developed the software.

The POS system uses remote printers, with which, the order-taker

automatically transmits the order to production staff members as he or

she enters the information into the POS system. This technology hasdramatically expedited the order-taker's job and speed of service.

Properties without POS systems use manual guest check systems; as the

guest orders, the order-taker fills out a paper guest check.

Frequently, duplicate guest checks are used. Guest checks are usually pre

numbered and assigned to specific order-takers; all guest checks must be

accounted for at the end of each order-taker's shift.

When order-takers use manual systems, it is very important that they

write legibly, since production staff, service personnel, the guest, and in

some cases a cashier all may need to read the check. Order-takers should

also use standard menu abbreviations to help prevent misunderstandings.

Order-takers using a manual system must then enter information from the

guest check onto a room service order form Properties use this form to

record information about each order, such as

Room number

Guests name

Time the order was placed


55


56/150

The order-taker must also make an entry on the room service control

form, which keeps track of all guest checks. It indicates the person

responsible for delivering the order, the time required to prepare the

order, and the total amount of cash and charge sales generated by room

service.

A POS system can automatically generate reports covering the

information recorded on both of these forms, since the system can

maintain all of the information related to each other.

Procedures for transmitting room service orders to production personnel

become more complicated when order-takers must give copies of orders

of two kinds of production stations (those at which hot food is produced

and those at which cold food is produced) as well as to the service bar.

One operation solves this problem by using a five-part order ticket. The

order-taker writes the entire order on this ticket; one copy goes to the

cashier, another goes to the hot food station, a third goes to the cold food

station, a fourth goes to the service bar, and the fifth copy goes to the

room service attendant so that he or she can put the order together on a

tray or service cart.

Another option is that the POS system has various sub-menus that print

orders on the printer located in corresponding section. Automation would

dramatically improve service in room service operations at which orders

are prepared in several different areas.


56


57/150

8.2 Tax Structure

The tax structure usually comprises of the following:

Expenditure Tax: It is a tax on luxury expenditure in hotels. The tax is

levied on all hotels, which have a tariff of Rs. 2000/- per person (for single

rooms) or more. Even if one room or a suite in a hotel has this level of

printed tariff, then the entire hotel comes under the Expenditure Tax,

which is levied on hotel room charges and all services through the hotel.

This will include telephones, laundry, F&B, health club, business center

etc. Sales through shopping arcade are exempted. The rate of

Expenditure Tax is 10%.

Sales Tax: Tax applicable on food, which is further divided into taxes on

Fresh Food

Soft drinks/ canned juice

Alcohol

Service Tax: A tax on all official, social and business conferences and

functions in hotels and restaurants. The tax is levied at the rate of 5% onall bills of conference room/banquet hall hire and business center. If

catering is involved in the in the function, then 40% rebate is given for

catering services, and the tax is levied on 60% of the bill. The effective

rate in such cases comes to 3%

Service Charges: A number of hotels all over the country also levy

service charges. This is usually done on banquet sales and the rate varies

from 5 to 10%. This is not a Government tax, but is taken towardsgratuities for the staff (tips). It adds to the overall tax burden for the

customer.


57


58/150

8.3 Meal Plan:

At times certain meal plans are offered to the guest along with the room as

part of the tariff to please the customer. These are explained below:

European Plan: European plan covers the price of a room only. Guests

who stay on this plan have the option to eat wherever they wish paying

the listed price in the menu.

American Plan: Rates quoted under the American Plan (AP) include room

and all three meals; breakfast, lunch and dinner. Thus the guests staying

under this plan are captive customers, as they have to eat all three meals

at the hotel.

Modified American Plan: Rates quoted under modified American Plan

(MAP) include breakfast, lunch or dinner as part of the room rate quote.

Guests need not return for an inconveniently scheduled lunch nor suffer

the cost of a missed meal. In turn, the hotel retains the benefits of a

captive market for meals

Continental Plan: Rates quoted under Continental plan include room

and Continental breakfast consisting of

Fresh fruits/Fresh fruit juice

Choice of breads with butter and preserves

Tea/Coffee/Hot Chocolate


58


59/150

8.4 Discounts and Special Rates:

There are certain circumstances when special reduced rates or discounts are

offered to the guests.

Airline Crew: Hotels give Airline crew a contracted room rate.

Layover passengers: Layover passengers are airline passengers who

stay at the hotel at the airline's expense due to flight delays and technical

problems. A special room rate is negotiated in advance by the airline for

these passengers.

Federation of hotels & Restaurants Association of India: (FHRAI)

Members are entitled to a 25% discount when they settle their bills by

credit card and 30% when they pay cash.

Hotel Association of India: Members are entitled to a 25% discount

when they settle their bills by credit card and 30% when they pay cash.

Diplomats: Diplomats are exempted from paying taxes.

Package Rates: Package rates are set rates that are offered to the public

in conjunction with other services, such as meal inclusive, use of

recreational facilities or access to a special event.


59


60/150

9. Cheese

A dairy product made from coagulated milk, cream or a mixture of these,

drained in a mould, fermented and cooked. Different degrees of heat and

pressure applied produce different types of cheese. The longer the cheese is

pressed, harder is the texture.

Cheese is a valuable food in terms of nutrients. It has roughly 1/3 rd protein,

1/3rd fat, and 1/3rd water.

Cheese is available in processed form. Processed cheeses are made by

grinding the cheese and then cooking in a vacuum cooker. They are then

moulded and packed.

Natural cheese is categorised in to:

Soft or cream cheese.

Semi hard cheese

Hard cheese

Blue cheese: The blue colour is imparted by skewering the cheese with

copper wires and then introducing a type of penicillin mould into thecheese.

Cheese should be stored in a cool dark place to avoid dying or sweating. It

should be wrapped in a greaseproof paper and kept away from foods of

strong flavour otherwise it absorbs flavour.

Cheese is used in salads, soups, sandwiches, canaps, hors-duvre and

desserts. They are also served at the end of the meal. Cottage cheese

(paneer) is used in curries, pakodas etc.


60


61/150

9.1 Popular Cheese Varieties

S.

No.

Name Country Description

SOFT CHEESE1. Bel Paese Italy Mild Italian cheese. Soft in texture

and mild sweet flavour2. Brie France Reddish in colour with a soft texture3. Camembert France Creamy colour and soft texture. It has

a strong smell of ammonia.

SEMI HARD CHEESE4. Edam Dutch Red rind, and yellow in colour with

waxy texture.

HARD CHEESE5. Emmenthal Switzerland Light yellow in colour, with waxy

texture and holes on the surface.6. Cheddar England Hard cheese, yellow in colour. Has a

nutty flavour.7. Gruyere Switzerland Light yellow in colour, with waxy

texture and holes on the surface.

8. Parmesan Italy A hard white cheese.

BLUE VEINED CHEESE9. Stilton England Finest English table cheese. Flaky

texture and blue mould.10. Gorgonzola Italy Semi hard blue mould cheese11. Roquefort France Semi hard blue veined cheese made

from sheeps milk.


61


62/150

9.2 Service of Cheese

Cheese is usually served from a wooden cheese board using a cheese

knife which is curved at the end of the blade and has a v shaped cut

which facilitates picking up the cheese from the board and removal of

rind, if any.

The cheese board usually has a transparent cover.

Cheese is served accompanied with cream crackers, radish, and celery

sticks.


62

CHEESE KNIFE


63/150


64/150

10.2 Butter

A fatty substance obtained from churned cream, containing at least 80%

fat. Butter is a very rich natural food with high-energy value. It is a

saturated fat containing vitamins A and D, calcium and phosphorus.

Lighter butter containing only 25% fat is also available at most hotels

today. Due to an increasing trend towards low calorie food, the food

industry has produced various butter substitutes. The best known of these

is Margarine, but various other spreads are also available.

10.2.1 Presentation of Butter in Various Shapes

Moulded Butter

In restaurants, butter is usually served in small chiplets, which are pre-

packed in convenient sizes. In many of Taj restaurants, butter is presented

in attractively moulded shapes.

This is done by first slicing the butter block in a suitable thickness and

then cutting the hard block by using cutters of different shapes.

The mould should be dipped in hot water frequently to ensure smooth

edges.

Making Scoops

Another attractive way of presenting butter is in the shape of round

scoops.

The procedure for scooping is to first let the butter soften and then using

a small scoop (operated just like an ice cream scoop) to obtain round balls

of butter.

These scoops are immediately put in iced water to ensure that the round

shape is retained.


64


65/150

Making Butter Curls

Butter curls are obtained by running a jagged edged curved knife on a

hard block of butter.

These curls are immediately dipped in iced water to ensure that the shape

is retained.

10.2.2 Flavoured Butter

These are butters to which various herbs and other ingredients have been

added, creating different colours and flavours.

They are also known as compound butter or beurre composes.

Flavoured butters are served cold with grilled meat and fish, boiled

vegetables and other dishes and are used in the preparation of allumettes

and canaps.

Hot butter is used particularly to provide the finishing touches to certain

sauces.

Butters that are prepared hot are flavoured with crushed crustacean shells

(examples are Lobster for Cardinal butter, Crayfish for Naantua butter).

Most flavoured butters are prepared cold, using raw or cooked

ingredients. Raw ingredients like anchovy, garlic, shallots, tarragon and

horseradish are rubbed through a sieve, crushed, chopped, finely grated

or pureed. Cooked ingredients are always cooked in liquid until well

reduced.

When accompanying grilled meat or fish, flavoured butter of a creamy

consistency is served separately. Alternatively, it may be shaped into a

small cylinder, wrapped in a greaseproof paper or aluminium foil andhardened in the refrigerator. It is then unwrapped and cut into slices 1 cm

thick, which are placed on the top of the meat or fish. These slices may

also be kept in a thick container with water and ice cubes to retain their

shape and appearance.


65


66/150


66


67/150

11. Condiments

Condiments are food substances used to heighten the natural flavour of

foods, stimulate the appetite, to aid digestion, or to preserve certain

products. The word Condiment is derived from the Latin word Condire,

which means to preserve. The term condiment is used today to include

spices, seasonings, sauces, fruit and various cooked or uncooked

preparations.

Strictly speaking however, a seasoning is a substance added to food while it

is being prepared, whereas a condiment, chosen to harmonise the taste of

food, can be either an accompaniment (mustard, pickled fruit, ketchup,

gherkins) or an ingredient (truffles, dried fruit, alcohol, herbs or spices), or a

preserving agent (vinegar, salt, oil or sugar).

The custom of adding condiments to food is as ancient as cookery itself.

Originally, it was a means of preserving (in very spicy sauces such as Roman

garum, or in the salt petre and verjuice of the middle ages). Most condiments

are of vegetable origin (herbs, spices, dried or crystallized fruit and aromatic

vegetables); Some, such as the Vietnamese nuoc-man are based on dried

and pounded fish or shell fish.

Condiments are used either raw or untreated (onion, fresh herbs, cress, etc.)

or else after some form of preparation (sweet and sour sauces, purees,

mustards, capers, chutneys, etc.).

Customary use varies from one country to another. In Britain and the United

States, large quantities of bottled sauces and condiments are used to

accompany salads, cold meat, Charcuterie, etc., whereas in Oriental and

Northern countries, sweet and sour sauce is a basic ingredient of many

condiments.


67


68/150

Finally, the term can also include natural colourings (caramel, beetroot juice,

spinach green, etc.), as well as essences and extracts (anchovy, aniseed,

almond, etc.), wines and spirits, some flowers, and even cheese (parmesan,

gruyere, mozzarella and blue cheese).


68


69/150

11.1 Popular Condiments

Some popular condiments and their descriptions are given below:


69


70/150

S.

No.

Name Description

1. HP Sauce Steak sauce from UK.

Main ingredients in this sauce are malt

vinegar, tomato extract, wine vinegar, sugar,

raisins, salt, spices, tamarind and onion

extract.

This sauce is an excellent accompaniments

to all red meats, especially steaks.2. Tabasco Sauce This famous sauce made with vinegar, red

pepper, salt and vinegar is made in Avery

Islands, USA.

This sauce is used to spice up juices, sauces,soups and cocktails.

3. French Mustard French mustards are sold in the form of a

paste.

The main centre for production is Dijon.

It is prepared with white wine or vinegar

It is used as a condiment with meat and

charcuterie.4. English Mustard

English mustard is prepared with milk,mustard powder and cream.

Preferred with poached fish, charcuterie and

meat products.5. Cayenne Pepper Cayenne pepper is prepared by coarsely

grinding dry Cayenne peppers, which are a

long thin variety of red peppers grown in

South America and France.

Preferred with pastas and pizzas6. Grated Parmesan

Cheese

A hard cheese from Italy

It has a granular texture and yellow colour.

It is offered with pastas

7. Mango Chutney It is an Indian condiment of worldwide


70


71/150

repute.

It is made by cooking mangoes with sugar

spices and vinegar.

It is a standard accompaniment to Indian

food.8. Pickles An Indian condiment consisting of vegetable

or fruit (or both), preserved in spiced vinegar

or oil.

A standard accompaniment to Indian food.9. Tomato Ketchup A sweet and sour condiment made from

Tomato puree, vinegar, sugar and spices.

It is served with fried fish, burgers,

omelettes, pizzas, etc.10. Vinegar A sour liquid consisting of a dilute solution of

acetic acid.

French vinegar is made by fermenting wine

and aging it in an oak cask.

Malt vinegar is obtained from malted barley

and is very mild. Malt vinegar is particularly

popular in Britain.11. Soya Sauce A basic condiment with Chinese and

Japanese food

It is called Shoyu in Japan and Jiangyong in

China.

The sauce is made from Soya beans, wheat,

water and salt.

Soya sauce comes in light and dark varieties

and has the same nutritional value as Meat

extract. Soya sauce improves with age.

12. Worcestershire

Sauce

This dark sauce imparts a rich, tangy flavour

to the dish.

It consists of barley malt vinegar, spirit

vinegar, molasses, sugar, salt, anchovies,


71


72/150

tamarind extract, onions, garlic, spices and

other flavourings.13. Maple syrup This is a classical accompaniment to

pancakes and waffles.

This thick syrup is obtained from the fruit ofthe maple tree.

At times corn syrup, sugar and water is

added to enhance the sweetness.14. White pepper

powder

This is suited for both Western and Indian

Cuisine to impart a natural flavour to the

dish.

It is known for both, the nutritional and

digestive qualities.15. Orange

Marmalade

This is a bitter preserve placed as part of

centre table appointments during breakfast.

It is prepared from oranges, sugar, citric acid

and pectin is added as the gelling agent.

It takes approximately 35g of fruit and 60g of

sugar to produce 100g of marmalade.16. Jams/ Fruit

preserves

This is a sweet preserve placed as part of

centre table appointments during breakfast.

It is prepared from fruit, sugar, citric acid and

pectin is added as the gelling agent.

It takes approximately 40g of fruit and 60g of

sugar to produce 100g of fruit preserve.


72


73/150

12. Non-Alcoholic Speciality Beverages

Non-Alcoholic beverages can be classified as the following:

As an increasing number of people seek out healthier foods and beverages,

juice bars have filled an important niche. Taj F&B operations adding an

extensive variety of mixed juices to their beverage menus. Not all customers

want to drink alcohol when they visit a restaurant or bar. This is even more

relevant now with the increasing community trend towards responsible

service of alcohol.

For guests who desire the look and taste of a traditional bar drink, but

without the alcohol, food service operations may offer alcohol-free cocktails

sometimes known as virgin cocktails or mocktails (for example, a Virgin

Mary is a drink made of Bloody Mary mix without vodka).

Proper ingredients and mixing techniques as well as attention to

presentation and garnishing are critical to successfully merchandising these

beverages.


73

Non-Alcoholic

Beverages

Hot Cold

Tea Coffee Aerated

Waters

Juices Squashes Syrups Spring

Waters

Fresh Canned

Non-Alcoholic

Beverages

Hot Cold

Tea Coffee Aerated

Waters

Juices Squashes Syrups Spring

Waters

Fresh Canned


74/150

12.1 Carbonated Beverages

Carbonated beverages are also known as soft drinks or mixers. They are

popular items of bar stock as they are either sold on their own or as

mixers with spirits.

Carbonated beverages are dispensed through the post-mix machine or are

available packaged in bottles and cans.

Some examples of these carbonated waters are:

Soda water - Colourless & tasteless

Tonic water - Colourless & quinine flavoured

Dry ginger - Golden straw coloured with a ginger flavour

Bitter lemon - Pale cloudy coloured with a sharp lemon flavour

Lemonade Lemon flavoured, sweet aerated water.

Others - Orange, ginger beer & cola, etc.

12.2 Mineral Water

Today we live in an era increasingly concerned with health and diet, so

mineral waters and natural spring waters are back in vogue. There are a

number of brands and styles of mineral water available. Mineral water

may be still or sparkling, local or imported, natural or artificial.

As there is such a large range available it is essential to know the mineral

waters stocked in your bar and be able to describe them to your

customer. Some are included in the following table.


74


75/150

Name Type CountryAppollinaris Naturally sparking GermanyContrex Still France

PerrierNaturally sparkling

(or in fruit flavours)France

Royal Farris Naturally sparkling NorwaySan Pellegrino Carbonated Italy

SpaStill, naturally sparkling

(or in fruit flavours)Belgium

Spa Monopole Still or Sparkling BelgiumVichy Celestines Naturally sparkling FranceVittel Naturally sparkling FranceVolvic Still FranceAshboure Still or sparkling EnglandEvian Still FranceHighland Spring Still or carbonated Scotland

12.3 Squashes

A squash is a sweetened fruit pulp.

Squashes may be served on their own, mixed with spirits or cocktails, or

used as the base for such drinks as fruit cups. They are indispensable in

the bar and an adequate stock should always be held. Examples are: Orange

Lemon

Grapefruit

Lime juice


75


76/150

12.4 Syrups

The main use of these concentrated, sweet, fruit flavourings is used as a

base for cocktails, fruit cups or mixed with soda water as a long drink.

The most common syrups used are as under:

S. No. Item Flavour1. Grenadine Pomegranate2. Cassis Blackcurrant3. Citronelle Lemon4. Orgeat Almond5. Cerise Cherry6. Framboise Raspberry7. Gomme White sugar syrup

12.5 Juices

Fresh fruit juices are prepared just before the order and a little extra is

prepared for contingencies. These juices should not be stored for more

than an hour. They have a low shelf life due to absence of preservatives.

Fresh juices are generally served in Hi-Ball glasses.

Canned or bottled juices should always be consumed within 24 hours of

opening the container. They should always be refrigerated during storage

and should be kept in a glass container. The juice should never in the tin.

The brands of juices generally used at the Taj are:

Morton (Indian)

Tropicana (Indian)

Ocean Spray (USA)

12.6 Hot Non-Alcoholic Beverages

Item Description


76


77/150

Hot Chocolate Drinking chocolate mixed with milk.

May also be served with whipped cream.Bournvita A milk drink flavoured with the proprietary brand

Bournvita, characterised by a caramelised chocolate

flavourHorlicks A nutritional health drink mixed with either milk or

water. Available in different flavours like chocolate,

cardamom, etc.


77


78/150

13. Tea

13.1 What is Tea?

Tea is the most consumed beverage of the world. It is made from dried

leaves of a shrub Camelia sinesis.

There are two main varieties of tea plant- Indian and Chinese, with

numerous local varieties and hybrids. Climate, soil, altitude affect the

growth and quality of the plants, and therefore the fragrance, colour and

taste of the tea.

Contain approximately only half the caffeine of coffee.

Aids muscle relaxation and stimulates the nervous system.

It is grown in more than 25 countries with more than 3000 varieties

available today.

India is the largest producer of tea, followed by Sri Lanka and China.

The top two leaves of the plant are picked by hand. The smaller and

younger the leaves, the better the tea.

Tea production follows two simple methods: The orthodox hand method

and the mechanised CTC method. The CTC method is generally used for

mass production of tea as it produces a stronger, darker and more

flavourful tea.


78


79/150

CTC Tea is harvested by machine. CTC is an acronym for crush, tear and

curl. CTC methods cut off a foot or more of the tea plant. The stems are

processed along with the leaf by the CTC method. Maceration of the

leaves takes place by pressing through counter-rotating rollers.


79

Attributes of f & b Pro

Documents

Transcript of Attributes of f & b Pro