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Term 1: Week1 HOSPITALITY SECTORS AND CAREERSThe Hospitality Industry Hotel Organisation : Organogram

Kitchen BrigadeRestaurant Brigade

CHAPTER 11.THE HOSPITALITY INDUSTRY

1.1 Hotel Organisation Organogram. The organisation of a hotel is normally affected by the type and size of the hotel. It is divided into different departments The workers in each department form a team, that are working together, with the same objectives ,- ensuring the guests ’ stay as pleasant as possible. Hopeful that they will return, or by word of mouth, make others to visit, and make the hotel, and the whole Hospitality-industry more profitable.

ORGANOGRAM OF A LARGE HOTEL (100-200 bedrooms)

General manager

Deputy general manager

Room divisional manager Food and Beverage manager

Head housekeeper

Reception staff

Head chef

Head waiter

Financial controller

Maintenancestaff

Security staffl

Floor housekeeper

Porters Chefs Waiters Night auditor

Room servants

Kitchen porters

Bar tenders

Figure 1 Hotel

1 Krugerlaan school/sb/sg

1. Management

The manager is the leader of the team. He is responsible for the success or failure of the particular department. It would be ideal to create a climate for everybody to maximize their own potential.

Managing an organisation is a fine art.

Which one, of the presentations shows the ideal management style ?Motivate your answer.

2. Duties of managers

2.1. General Manager

The general manager takes full responsibility for the management of the hotel and all the different departments. He is assisted by a management team, consisting of a manager or head of each department. He hold meetings on a regular base, so that he knows what is going on in each department. Functioning, like planning, progress and problems should be discussed and followed up.

2.2. Assistant Manager

He assist the general manager in the daily routine tasks. He is in charge when the general manager is not there. He is well known to the staff and guests, because he is always helping with enquiries, complaints, emergencies or other special events.


2.3. Room divisional Manager.

Control the front office as well as the housekeeping departments. In a larger hotel there may be two different managers. She is normally responsible for all services to the guests, or any complaints or compliments. She reports to the general manager.

Figure 2 Reception

Figure 3 Housekeeping

Figure 4 Bedroom

Figure 5 Bathroom


2.4. Food and Beverage Manager

He is responsible for all departments involve in purchasing, storing, issuing, preparing and serving, food and beverages. Such as the kitchen, restaurant, bar, and banquet department. In a very large hotel, the banquet department can function totally on its own with a separate banqueting manager, that reports to the general manager.

In a medium size hotel, such as we are discussing here, there are no managers for finance, maintenance, security, personnel or marketing. The general manager would be in charge, with the help of the head of each department involved. Sometimes it could also be contracted out to a private company.

Figure 6 Dining room

Figure 7 Waiter serving customers

Figure 8 Chef de Cuisine

Figure 9 Kitchen Brigade


3.Kitchen BrigadeKitchen organisation is influenced by the size and type of organisation. Some have one large central kitchen where all food is prepared. Others have different kitchens for room service or other functions like banqueting.Traditionally the kitchen is organised according to the partie system.It involves different parts or sections

in the kitchen.

Chef de Cuisine (1st in command) Head Chef

Sous Chef (2nd in command)Chef Pâtissier (3rd in command) (advanced skills)

Partie Chefs: Chef Hors d’oeuvrier (May be part of Chef Garde-manger) Starter Chef Potager Soup (Egg ,Starch)

Boulanger(Part of Chef Pâtissier) * Bread Chef Poissonier Fish Glacier (part of chef Pâtissier)* Sorbet Chef Rôtisseur/ Grillardin (Also deep fry vegetables) Meat

Chef Potager or Chef Entremétier (help with starch) RiceChef Saucier SaucesChef Entremétier VegetablesSaladier (part of Chef Garde-manger) Salad

Chef Pâtissier ( Also sugar art, Chocolate work)* Desserts:Tourier * PastryConfisseur* Cakes, Baked puddingsGlacier * Ice-cream, Cold fridge puddings

Chef de Froid (cold buffet chef) Cheese and biscuits Others:Chef Garde-manger / Larder Chef Pantry chefChef de froid Cold buffet chefBoucher ButcherHors d’oeuvrier StarterSaladier Salad hand Chef de nuit ( Also staff meals) Night chef Chef de petit dé jeuner (Also staff meals) Breakfast chef Chef tournant Substitute chef Cummunard Staff chef Commis Assistant / learner Chef de garde (more advanced learner)


Kitchen Brigade:

Figure 10 Chef Saucier. prepare a Bêchamel sauce,

with a cloute onion

Figure 11 Chef Potager, prepare soup

Figure 12 Chef Pâtissier, prepare dessert

Figure 13 Chef Entremetier, prepare vegetables


Figure 14 Chef de Cuisine speaking with a group of Commis ,(apprentice Chefs)

4.Restaurant BrigadeThe full French brigade is no longer appointed in restaurants. Traditionally they were organised in a strict hierarchy. At the head was the restaurant manager –directeur de restaurant. He was assisted by the assistant manager – Sous Gerant, or the first head waiter – premier maître d’ hotel.This is the structure used more recently.

Maître d’ hotel (restaurant manager or head of restaurant )Maître d’ hotel de reception (reception waiter ) Sommelier

(head wine steward)Maître d’ hotel de carré (station head waiter )Chef de rang ( station waiter ) Chef de vin

(Wine waiter, steward)Demi chef de rang (assistant station waiter ) Commis de rang (senior learner waiter ) Commis de vin (assistant,

apprentice , learner)Commis de barrasseur (junior assistant waiter, apprentice, learner )

4.1 Restaurant Manager or head of restaurant ( Maître d’ hotel )

Sets the standards. Organisation and control of the restaurant. Organisation of banquets, weddings and private functions.Be in contact with guests, to ensure that their needs are met.

Responsible for the discipline and behaviour of staff.Employing and dismissing staff.Training staff, Drawing up service rosters Responsible for smooth


operation during serving of food. Do not get involved in serving.

4.2 Reception head waiter ( Maître d’ hotel de reception )

Responsible for table bookings.When guests arrive he welcomes them and take them to their table.When the restaurant is very busy, he may help with serving.

Figure 15 Reception Head waite

4.3 Station head waiter (Maître d’ hotel de carré ) He is responsible for a certain section in the restaurant, normally 15-20 tables. He is responsible for the mise and place, of the tables in his section.He is responsible for ensuring that all waiters under his supervision knows exactly how the dish is made, what ingredients it contains, the accompaniments and how it is served.He must also supervise the personal appearance and neatness of the waiters.He is very experienced: gueridon service, carving, flambé, boning fish, and special desserts.

4.4 Station waiter ( Chef de rang ) Responsible for 20-36 covers in the station.Very experienced, can take the place of station head waiter .


Figure 16 Maitre d’ hotel de Carré- -Head Station waiter and other Chef de Rang (station waiters

4.5 Assistant station waiter ( Demi chef de rang ) Assists the head station waiter. (He is not as skilled as the station waiter ) Responsible for 2-4 tables. Works without an assistant.

4.6 Senior learner waiter - more advanced (Commis de rang) Is a waiter in training who assists the station waiter.Help to carry food or equipmentHelp to serve vegetables or bread rolls.Clearing the table after each course.Helps with mise and place in the restaurant.4.7 Junior assistant waiter (Commis de barrasseur) Lowest rank in the restaurant hierarchy .Main task is clearing up.Make sure that the buffet is equipped with all the necessary items Helps with mise and place in the restaurant .He might help with serving bread rolls, hors d’ oeuvres, cheese and biscuits from the trolley.In the USA they are called a busboy and in the United Kingdom a runner

4.8 Head wine steward (Sommelier)A very specialised occupation, knows his wines and pairing with food.Must have knowledge of the liquor law.


Must have knowledge of alcoholic and non-alcoholic beverages.Should be skilled in mixing and serving wine and other beverages.Must have a salesman’s personality.Make sure that the bar is adequately stocked.

Figure 17 Sommelier and Chef de Vin Figure 18 Sommelier pouring red wine

4.9 Wine waiter, steward ( Chef de Vin)Does not have excellent knowledge of pairing of wineServing all drinks during mealsMust have knowledge of the liquor law.Must have knowledge of alcoholic and non–alcoholic beverages.Must have a salesman’s personality.

4.10 Assistant, apprentice , learner ( Commis de vin )Assists the wine waiter, or steward .

Term 1: Week 2 FOOD AND BEVERAGE SERVICE: Customer Needs

Customer relationsSpecial needs : blind, deaf, wheel chair small childrenReligion, culture, Special occasions: Easter Ramadan ChristmasGreeting and seating of customersTaking orders for food and drinksServing and billing

CHAPTER 2


1.CUSTOMER RELATIONS1.1 Customer careAll staff members are important in ensuring good customer care, regardless of their level of interaction with the customer.Some employees in the Hospitality Industry are very important, in terms of customer care. Especially those that interact directly with the customer on a daily basis, such as receptionists, waiters and bartenders. It should be a key factor when recruiting these staff members. All other employees, working in the background like chefs and housekeepers should also strive to service excellence (do their job as good as possible, to meet the standards, set by the establishment.)

1.2. Service ExcellenceThe act of fulfilling the needs and expectations (wants, and desires) of the customer.This will include excellent service in all the different sections in the Hospitality Industry, like housekeeping, maintenance, preparing food, the decor of the accommodation or restaurant. These are staff members who does not interact directly with the customer. If their service is not up to standard, the customer could complain, or most probably not return. Many times customers will not return to the establishment because of a bad experience, like asking for the bill repeatedly, getting the order wrong, or the room and linen is not up to standard

Expectations from one customer to another may be different. One will be satisfied with a little lack of service, or a wrong order, while the other one would complain to the manager. Expectations from a fast food outlet and a fine dining restaurant will be different. Service in a 5* hotel will also be different from service in a small family owned hotel.

In the Hospitality Industry feedback from the customer are very valuable, and one of the best methods of making sure that the customer’s expectations are met. It can be a praise, a suggestion or a complaint. This will help management to praise those who earned it, or assist those to get things right.

1.3 Definition of Service ExcellenceIt is not easy to define - What is excellent to one person is mediocre to another. It can be the consistent delivery of a great experience, time after time, regardless of the person cooking, serving, cleaning or managing the establishment.

1.4 Essential factors for customer care or service excellence The compatibility of the service, to the experience of the customer.


The reliability and efficiency of the service. The level and quality of the service The perception of value for money. The professionalism, efficiency, and friendliness of the staff. The level of confidence and skills of the staff. A positive attitude towards co-workers and customers. The way in which the customer are understood. The manner and efficiency of dealing with customer complaints. The speed of feedback to the customer

Conveying the need for service excellence to all members of the staff, is one of the most difficult parts of running any successful business. Everybody working in the Hospitality Industry should see themselves as service providers. It should be the focus of every employee, from the gardener to the manager, to anticipate the customer’s needs and expectations. They should strive to meet those needs and expectations with efficiency, confidence and speed. Then the establishment will be successful. The customers will return or by word of mouth, send someone else. This will result in creating and establishing jobs.

Figure 19 Customers receive excellent service Figure 20. Customers have a complaint

2. CUSTOMER RELATIONS IN THE FOOD AND BEVERAGE SERVICE

The dining experience of customers depends on how well waiters meet customer needs. Remember that the background staff also play an important role. It does not help that the waiters has excellent service, but the food is of poor quality

2.1 Quality service2.1.1 Important points to remember The waiters understanding of the customer requirements. What waiters say to the customers and how they say it . Remember that body language can speak louder than words.


The waiters’ reactions to customer questions or complaints.

2.1.2 Waiters’ Appearance Uniforms should be neat and clean and professional. Hair must be clean and out of the face No heavy make-up and false lashes. Fingernails should be short and clean, no dark nail varnish. Personal hygiene is important, -no smelling of smoke, sweat, or heavy perfume. Waiters (men) must be shaven and trimmed

Figure 21.Waiter Uniform, Neat and professional

2.2.Customer service2.2.1.Communication with Customers

The way you communicate with customers involves verbal and non-verbal communication. Verbal communication the words used, but also the way they are said. Non-verbal communication includes facial expression, eye contact and body language.

When communicating with customers remember the following: Make eye contact. Be friendly and organised Choose words carefully, and pronounce them correctly.


Do not speak too loud or too soft. Do not use slang, or expressions that only locals understand it may lead to misunderstandings. Hand signs, can also cause misunderstanding, ‘ thumb up’ to indicate that everything is fine mean something completely different in another country. Avoid joking with customers, unless you know them well. Respect cultural uniqueness –e.g. Japanese making a slight bow when greeting people.

2.2.2.Treatment of customers Do not interrupt conversations. Apologise if customers have been kept waiting Show that you are genuinely pleased to see them, and serve them properly Remember what regular customers like to order. Find out and use the surnames/names of people you serve. Be aware of customer moods. Some customers want to be left alone, while others want to be entertained. Do not ignore a customer that tries to get you attention, while busy serving someone else. Acknowledge him, politely ask for his patience, and attend to him as soon as possible. Each culture has particular eating habits. Show respect and courtesy. Handle difficult customers discreetly, ensuring the situation is not obvious to other

customers. All customers should be treated equally and with the necessary respect and dignity

2.2.3.Teammwork Teamwork determines the success of the restaurant. Everybody must work together towards a common goal –Service excellence A team is as strong as its weakest link.

3.CUSTOMERS WITH SPECIAL NEEDS

3.1.Parents with small children

Parents, single mothers or fathers, grandparents or families with small children, generally appreciate quick service. If the children are a little older they would prefer to sit near the play area, if available, or somewhere separate,- not to disturb the other customers

Supply a high chair or cushions if required They may need a nappy changing room Older children a picture to colour in and crayons. Present the special menus for children to the parents.


Quick service enable the parents to feed the children first, and then enjoy their meal more leisurely.

3.2.Elderly people Elderly people may like to sit in quieter areas. They may expect more assistance from waiters They may walk slowly, so set your pace accordingly, while escorting them to their table Be aware of physical disabilities, and assist them accordingly.

3.3.Physical disabilities Customers in wheelchairs or walking frames need a place that have more space, so they could be more comfortable. (Remember a wheelchair is only a means of transport.) They might like to sit in a quieter area The table should have easy access to the toilets and exit. Ensure that the menus and accompaniments are within reach of the customer.


Be willing to assist customers with other disabilities, e.g. Only one arm, or a broken arm. Or a problem to control their hands—The waiter may offer to have the kitchen staff cut their food for them.

3.4.Hearing impairment (Deaf people) If you do not have experience in handling communication difficulties, call a more experienced colleague. Keep eye contact and use hand signs (not necessarily sign-language) to make yourself clear. They might like to sit in a quieter area Present the menu, try to have the customer point out the preferred dish. Write it on your order book and show it to the customer. Make sure of the customers’ Approval. During the meal go back repeatedly, to make sure that the customer do not need anything. Make use of your order book to write notes if necessary.

3.5.Speech impairment (Struggle to talk)

If you do not have experience in handling communication difficulties, call a more experienced colleague. Talk slowly but clearly They might like to sit in a quieter area Present the menu, customer can point out the choice. Waiter should repeat the order slowly and clearly. Wait for a sign from the customer, like a nod of the head.


Waiter can also make use of the order book to write notes, or let the customer write down their needs. During the meal go back repeatedly, to make sure that the customer do not need anything.

3.6.Visual impairment (Blind, or partially sighted people) Remember that their guide-dogs are not allowed in the hotel or restaurant Speak to the customer in a natural manner. Explain the layout of the restaurant, when you greet the customer at the door, it will assist in his orientation. Ask if you may take the customers’ arm, and lead him towards his table, or attract his attention, to speak to him. They might like to sit in a quieter area If a Braille menu is not available, offer to read the menu to the customer. Tell the chefs that the customer is blind, so that they can debone the meat and space the food properly. Offer to cut the food in the kitchen to make it easier to eat. When placing the food in front of the customer, describe what is on the plate using clock directions e.g. the lamb is at 6 o’clock.

During the meal go back repeatedly, to make sure that the customer do not need anything. When presenting the bill- give the final amount,- and ask if you should itemised the charges. When returning the change, identify the value of each note.


3.7.Special diet requirements

Allergic reactions

Some people are allergic to certain foods or nutrients e.g. fish or iodine Some people are also allergic to nuts, maybe used in salads or desserts Certain religions prohibit certain foods: e.g.

Muslims They eat Halaal foods.( Meat from animals slaughtered according to the Islamic law ) Such foods are marked with the stamp of the Muslim Judicial council. They do not eat pork or gelatine dishes, not made agar jelly, instead of normal gelatine. They also abide by a strict set of rules about preparing and serving their food. No equipment that were used to serve or cook pork may ever be used to prepare Muslim food again. Alcohol is totally forbidden, also in dishes when evaporated. So they normally would go to their own Halaal restaurants.

Labels on Halaal food. Halaal Restaurant.


Jewish cultureThey eat kosher food.(food prepared, and animals slaughtered, according to the Jewish law). Milk and meat may not be cooked or eaten together. Separate equipment are used to prepare milk and meat dishes. They even have separate sections in their kitchens. They have certain labels on their products marked as kosher, also foods with no meat or milk are marked parev. Foods that contain diary-products are marked milchik. They may eat fish with scales and fins, but no shell fish or eels.

Labels on Kosher food

Kosher Restaurant

Hindu cultureIt is a very old Indian religion. Many Hindu people are vegetarians. They believe that animals should not be hurt. Some do eat meat, but definitely not beef, because they believe that the cow is a sacred animal. Some also don’t eat pork. If you need to prepare meals for Hindu people avoid using cheese, (which may contain animal rennet) , and eggs.

Labels on Hindu food

Vegetarians


People are vegetarians for different reasons. Religious reasons, like the Hindu people who believe, not to kill animals. Others have health or moral reasons, and the last group simply by choice. There is also a label indicating that the food is suitable for vegetarians.

Labels on food in India Vegetarian food label

Five Categories of vegetarians: Vegan - Total vegetarian - eat no animal products, only plant products. Lacto - vegetarian - eat dairy products but no eggs or any other animal products Ovo – vegetarian –eat eggs but no dairy products or any other animal products Lacto-ovo – vegetarian – eat dairy products and eggs, but not any other animal products Semi- vegetarian – eat white meat like poultry(chicken) and fish, but no red meat

They need to be informed if beef or chicken stock were used in preparing the vegetable soup.

The waiter should know the ingredients used in the dishes, and advise the customer in a professional manner.

3.8.Language differencesCustomers may use a variety of accents, dialects and other languages. Do not comment on the customers accent, pronunciation or language. If the waiter does not understand the customers’ language or pronunciation he should call another waiter that could understand the language. It would be of great value if the waiter could speak in the mother tongue of the customer. If a certain hotel or restaurant get a large amount of tourists from a specific country, they could make an effort of learning a few words, greeting them in their home language or appoint someone who can speak that specific language. It will surely impress the customers, and add to service excellence. So the tourists will keep on coming back or tell others of their great experience.

3.9.Special occasions


Veg egg non veg

Christmas It is a special Christian feast, a special church service, to commemorate the birth of Christ. On 25 December. There are no food specifications, but a Christmas meal will often include roast turkey.

Easter It is a special Christian feast during end of March and beginning of April. It commemorate Christ dying on the cross and after 3 days ascend to heaven. During this time there is special church services. There are no specifications for foods. Hot cross buns, chocolate bunnies and- egg , and brightly coloured boiled eggs are traditional. Speciality cakes, decorated with chocolate bunnies and eggs are also sold. Some people in the Cape make pickled fish which they serve with hot cross buns.

Ramadan This is a Muslim tradition. It start with the sighting of the new moon in the ninth month of the Islamic year. It is a month long ritual of cleansing and dedication. They also fast from sunrise to sunset. Then many of them eat only a bowl of soup and a few dates. They end the fasting with the sighting of the new moon in the tenth month, with traditional Muslim dishes such as pies, samoosas, cakes, biscuits and sweet meats (specific confectionary products or cakes)

Shabbat

In the Jewish culture Shabbat is starting 18 minutes before sunset on a Friday, until about 40 minutes after sunset on a Saturday. It starts with the women lighting candles. The meal starts with grace and eating pieces of bread like kitke or challah. It include three good meals during the Shabbat. The Shabbat is sanctified with wine and they sing specific hymns during the meal. The meal end with saying grace again.

Pesach

In the Jewish culture during March and April the Jews have Pesach (or Passover) For 8 days they do not eat bread made with yeast, only unleavened bread, matzoh. This is too commemorate the exodus of the Israelites out of Egypt


4.RECEIVING AND SEATING OF CUSTOMERS.(Greeting and seating)4.1.Procedure for dealing with customers on arrivalMaitre d’ hotel de reception Acknowledge every new customer within 30 seconds when of entering the restaurant and make them feel welcome Greet customers with a friendly smile, as they arrive . Do not leave them at the door. (Maitre d’ hotel /reception Head - waiter) Ask if there is a specific area where they want to sit. Smokers area or not. If they booked they would have a table allocated to them already. Always ask them to follow you to their table. Do not send them off to their table on their ownChef de Rang (Table waiter) If the customers reach their table, they are handed over to the waiter that will be serving them. He should greet them in a friendly manner. The waiter at the table should pull out each chair, as the customer sit down, push it back carefully. (ladies first) Make sure the customer is seated comfortably Unfold each customers’ napkin/serviette on his lap.

(also known as breaking the serviette) Make sure the table has the correct number of place settings/covers. Remove extra covers, to allow more space, and to discourage theft.

4.2.How to welcome and address customers

Customers often arrive at hospitality establishments after a tiring journey or a hard day’s work and will appreciate being welcomed in a friendly manner.

If you know the customer well, address him or her by name e. g: Good evening Mr Jones/Mrs Stuli. - but only if they have invited you to do so. If you do not know them well, use the formal impersonal form of ‘Sir’ or ‘Madam’ to address them. Treat teenagers as you would treat adults. Use more informal language (but still polite) to address a child. Children may find formal language confusing.

Figure 22 Greeting customers

4.3.Seating a large group that did not book in advance


The Maitre d’ hotel /reception waiter will check to see if there is a table available and ready, and show them to their table. A large group that want to sit together should not be placed at separate tables. It would be better to put two or more tables together to accommodate them. Do not move other customers to make space. Get the table ready and re-laid, before seating the customers

5.TAKING ORDERS FOR FOOD AND DRINKS5.1.Aperitifs/Pre dinner drinks

The Sommelier if present, or the waiter will present the wine list, for Aperitif/pre-dinner drinks, from the left-hand side Take aperitif orders as soon as possible after customers are seated Assist them by explaining the ingredients and appearance of various aperitifs Turn the glasses the right way up, if it has not yet been done.

Figure 23 Present menu from the left

Record orders in an anti-clockwise sequence, and place the order by the bar.

5.2.1.Presenting the menu and taking the food orders Carry the menu on the flat part of your left arm Open the menu from the top with your right hand Present the menu to the customer from the left hand side, or place it on the table close to the customer. Give them a few minutes to decide. Place bread and butter, and ice water on the table (if part of service) Guide customers in their choices if they appear doubtful. Inform them about special offers. Take an interest in what they order. Make suggestions. If the customer asks for a product that is not available, suggest an alternative. Make sure you can answer any questions concerning dietary or cultural needs,(e.g. ingredients in dishes ) Call the manager if you do not have the authority to answer particular questions. If it is apparent that there is a host, take his/her order first. While taking the orders the waiter need to get details from the customer: ‘How would you like your steak cooked, sir or madam - rare(underdone), medium- or well-done? Also note choices of the side dishes and sauces.


Also note if customer request ingredients that should be left out by a salad if possible like onions, rocket eaves, or bacon. It is advisable to double check the order before leaving the table, to avoid mistakes, waste time, or cause disappointment, If a dish takes longer than normal to prepare the customer needs to be informed when he places the order. To remember who ordered what , the waiter can use pointers, like ‘ beard’ ‘red dress’ or just number the seats at the table.

5.2.2.Recording the order

The waiter writes on a order pad, it may be in duplicate or triplicate –this is for control purposes. Copies given to kitchen and cashier. In more modern restaurants, the waiter enter the orders onto a computer, and the details are send to the kitchen and cashier. Information required on the order is:

Figure 24 Recording the order

5.3.Presenting the wine list Present the wine list from the left of the customer After the food order were taken the Sommelier or waiter will present the wine list again, so that the customer can decide on a suitable wine to accompany their food. If the customer is unsure the Sommelier may make suggestions. A common rule to keep in mind is:

Dry wine with food.Sweet wine with dessertWhite wine with fish, chicken or startersRed wine with red meat.

In a fine-dining restaurant the Sommelier will suggest a specific wine, for a particular dish, that will compliment the dish at its’ best.

6.FOOD AND DRINKS SERVICE


6.1.Short service procedure for waiters.Table service

1 Receive, welcome, and seat customers on arrival.2 Introduce yourself, present the menu and wine

list. Take orders for the drinks.3 Remove extra covers, and serve pre- dinner drinks4 Take order for meals, serve bread, 5 Serve starters if any. Clear used plates and

cutlery. Top up drinks if necessary.6 Serve the main course. Clear used plates and cutlery. 7 Crumb down. Move dessert spoon and fork into place

Serve dessert if any. Clear used plates and cutlery8 Take orders, and serve coffee or tea9 Check account for correctness present the bill and

receive payment10 Escort customers to the door.

6.2.Aperitif Service (pre dinner drinks) Collect the drinks from the bar, arrange the drinks on a tray in the same sequence in which customers are seated around the table Carry the tray to the table . Hold the tray on the left hand side. Serve the drinks in an anti-clockwise direction around the table. Always serve the host last. All drinks are served from the right side of the customer. Place the aperitif to the right of the customers’ wine glass Natural spring or mineral waters are normally consumed for health reasons. It should always be served well chilled. Ice should not be added, -use an ice bucket with ice tongs. Place a long empty glass in front of the customer on a coaster, open the bottle in front of the customer, pour in, but leave space for ice, then place the bottle to the right of the glass, with the label facing the customer. If empty it should be removed. Some customers request ice water. (tap water) The waiter brings a jug of water, with slices of lemon and ice. Place it on a side plate with a paper doily. The customers could help themselves later. Other soft drinks are served well chilled, in a long glass, on a doily in front of the customer. Open the tin, in front of the customer. Pour in, leave space for ice. Remember ice in an ice bucket and tongs. If the tin or bottle is not empty, place it to the right of the glass, on a doily. If empty it should be removed.

6.3.Bread Service. Bread in some form or other , is usually served as soon as the customer

have placed an order for drinks


Carry bread in a basket lined with a service-napkin, and the butter dish, both in the left hand. Place the bread basket and butter in the middle of the table. Take orders, and serve coffee or tea In a fine dining restaurant, bread may be served individually (silver service) from the left of the customer. Butter is placed in the middle of the table.

Figure 25 Bread service

6.4.Food Service. (main course)6.4.1 From the left: Present menu and wine list.

Bread and butter.Salad.Serve food (silver service)Removing used bread and salad plates.

From the right: Empty plates and plates containing food.Soup plates or bowls containing soup.Empty glasses or cupsCoffee, tea or other drinks.Removing used plates glasses and cups.

Crumb down from both left and right of the customer.

Figure 26 Waiter serving main course Waiter carry three plates when serving food

6.4.2. Food plating (The placement of food on a plate.) Food placed on each customers plate in the kitchen. The chef can decide how he wants to plate the food.


Classical plating: The meat, fish or poultry is placed in the six o’ clock position.--Modern : meat between six o’ clock and three o’ clock. If stacked in a higher position it may lean against the starch. The starch or rice is always above the meat between nine o’ clock and twelve o ‘ clock position. The vegetables should be laid out attractively around the top of the meat between the twelve o’ clock and three o’ clock position or even to the left between six o’ clock and nine o’ clock

.

Plating of food according to watch – method, or how chef decide

The logo (if there is one) on the plate in the twelve o’ clock position The meat placed in front of the customer at the bottom of the cover. If the meat is stacked it should be placed more to the three o’ clock position, so the other dishes and sauce are also visible. The waiter move the plate, in from the edge of the cover, using the back of his hand. There should never be any gravy spillage on the rim of the plate, or any wipe marks.

6.4.3.General Service Rules. Serve ladies first and the host or hostess last Serve food in an anti-clockwise sequence around the table


If both hot and cold dishes are being served-- serve cold dishes first and hot dishes thereafter. Use a service cloth to handle hot plates. Do not touch the food with fingers while carrying the plates , thumb on the rim of the plate only. Stay behind the customer. Do not stretch your arms in front of seated customers Clear unwanted items without leaning over the customer Do not touch glasses on the inside , always carry them by their stems. Always carry glasses on a tray when customers are present. When customers are present in the restaurant, carry cutlery on a service plate, covered with a service cloth. Handle cutlery by their handles. Do not clean cutlery in front of customers If a customer drops his cutlery, pick it up and replace it with other clean cutlery

6.4.4.Clearing the plates Used plates should only be cleared once everybody at the table finished eating. The host’s plate is cleared last. Clear the plates from the right of the customer, with the right hand, then transfer it to the left hand. Scrape remains, off plates, behind the customers at the station or in the kitchen.

6.4.5.Crumbing down. Crumbing down is performed once the table has been cleared. Crumb down from both left and right of the customer Hold a service plate in your left hand, just below the edge of the table. Use your right hand to wipe the crumbs, with a folded service cloth/serviette onto a plate

Figure 27 Crumbing down

6.5.Dessert Service.


Once the customers had placed their orders for dessert, the waiter is required to set table for dessert. Place the dessert spoon from the top of the cover, to the right of the cover. Place the dessert fork from the top of the cover, to the left of the cover. Usually the dessert is plated in the kitchen, then the waiter will place it in front of the customer. In some cases they may choose from a variety of desserts offered on the dessert trolley, the waiter will portion the dessert, if necessary, arrange it on the plate, and place it in front of the customer

When everyone at the table are finish the waiter will clear the dessert plates.

Figure 28 Serving dessert

6.6.Coffee Service.

The waiter should ask whether or not the customers would like coffee. The coffee cup or demitasse (small cup) with saucer and coffee spoon, is placed to the right side of the cover. The ear/ handle toward the right and the spoon at a right angle to it. The sugar and milk, (hot or cold, or cream) are placed on the table and customers can help themselves.

Coffee can be served from the waiter with the large coffee pot, pouring for each customer from the right. Small coffee pots can be placed on the table and the customers can help themselves. In most cases the coffee is poured at the coffee station. The waiter will bring the cups to the table and place in front of the customer, with the ear/ handle to the right. Remember that there are also a choice of speciality coffees.

Figure 29 Coffee service after dinner

7.BILLING AND FAREWELL

7.1.Presenting the Bill.


Bills range from a handwritten docket to high-tech computerized printout. Keep bills up to date at all times, so it is ready when the customer ask. The waiter should wait until the customer ask , to present the bill. At no time should the waiter try to hurry the customer, even when the restaurant are very busy, or if they were the last customers to leave. Every restaurant have their own way of presenting the bill. The traditional method: Folded from the bottom to the top, with the right corner fold back for easy opening. Placed on a cash tray/ or service plate.

More recently it is placed in a folder.

Figure 30 Presenting the bill.

Care should be taken that the other customers at the table would not see the account. If there is a host, the bill is presented to him from the left. If there is no host place the bill in the middle of the table. If the bill needs to be paid at the cashiers desk, make sure that the customer is informed, to avoid confusion and delay. More recently it can be paid by credit or debit card , at your table with the small manual credit card machine.

Figure 31 Payment by credit card

If a cash payment is made, the waiter take the cash with the bill to the cashier, and return with the receipted bill and change and place it to the left of the host.

7.2Accepting Gratuities

If service was acceptable, a gratuity of ten to twenty percent may be accepted. The waiter should not stand around waiting for a tip, or take the plate with the gratitude/ tip unless the customer indicates that he want the waiter to take it.


If the bill is paid by means of a card the tip is included in total amount and will be given to the waiter at the end of the shift. Any tip no matter how small must be acknowledged with a “Thank you very much, sir/ madam.

7.3.Bidding Customers Farewell If you are not busy at another table, assist customers who are departing, by moving their chairs and help to collect their belongings. Escort them to the exit. The farewell should be warm and friendly. “Good night sir/ madam. “ -and invite them to return.

Figure 32 Informal bidding farewell Figure 33 Formal bidding farewell

7.4.Clearing the table Once the customers have left, the waiter should clear the table, and prepare for the next customers. Term used is ‘turned over’, or leave only the flowers in the vase and the table number.

7.5 Closing mise en place for the restaurant Clear all food, cutlery, crockery and dirty linen from the buffet or station. Count all equipment and return it to the store.


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