FOOD & BEVERAGE SERVICE{BOOK}

Indroduction-
                    F&B service is the essential link between the custmors & the menu,beverages & other services on offer in an  establishment.The server is the main point of contect between the custmor & the establishment & play an importent role in a profession with increasing national & international status.

To be successful in f&b service requires-
1. Sound product knowledge.
2. Well developed international skills.
3. A arrange of technical skill &
4. The ability to work as part of a team.

Types of operation-
1. Bistro
2. Brasserie
3. New wave brasserie
4. Coffee shop
5. First class restaurant
6. Restaurant
7. Ethnic restaurant
8. Themed restaurant
9. International destination restaurant
10. Health food & vegeterian restaurant
11. Cafeteria
12. Popular catring & fast food outlets
13. Public houses
14. Wine bars

Custmor Service:
                          Custmor service in food service operation can be difined as being a combination of five characteristics. these are-
1.Service level-
                       The intensity of the individual personal attention given to custmor.
2.Service availability-
                                The opning times & variation in the menu & beverage list on offer.
3.Level of standards-
                                The food & beverages quality,decor,standard of  equipment being used,level of staffing professionalism.
4.Service reliability-
                              The extent to which the product is intended to be consistent & its consistency in practice.
5.Service flexibility-
                              The extent to which alternation are available & to which there can be variations in the standard product that are offered.

F&B Service Method-
1.Tipes of establishment
2.Time available for meal
3.Tipe of menu presented
4.Site of establishment
5.Tipe of custmor to be served
6.Ternover of custmor expected
7.Cost of meal served

F&B Services-
1.Teble services-
                          This tipe of services which includes plated service or silver service. This types of services can be found in restaurant,cafes&in banquenting.
2.Self Services-
                        The custmor required to help him or herself from a buffet. This tipes of service can be found in cafeterais & canteens.
3.Assisted Services-
                               The custmor served part of the meal at a table & is required to obtain part through self service from some form of buffet. It may also be used in fuction & "carvery" tipes operation.
4.Single point Services-
                                   The custmor orders,pays & receives the f&b,for instance at a custmor,at a bar in licensed premises in a fast food operation  or at a vending point.
5.Specialise Services-
                                 The food & drink is taken to where is custmor. This includes tray service in hospital & aircrapts & room service.

Organasition Chart-
                                                               -In Small Hotel-
                                
                                                             General Manager
                     F&B Manager                                                            Front of House Manager
                    -head chef
                    -restaurant manager
                    -head receptionist
                    -houskeeper
   
                                                               -In Large Hotel-
                   
                                                              General Manager
                                                            
                                                              Deputy Manager

F&B Manager     Personal Manager    Control M.   Marketing&sales Assistent     Front of House Manager

Assistent                                                                                                               Assistent

-head chef                                                                                                             -head housekeeper
-restaurant manager                                                                                               -reception manager
-floor service manager                                                                                           -head cashier
-banqqeting head manager
-store keeper

Responsbilities-                                                                                                                            

 F&B Manager-
-Ensuring the required profit margins are achieved for each f&b service area,in each finacial period.
-Updating & compling new wine list according to availability of stock.
-The purchasing all material,both food&drink.
-Ensuring that quality of relation to the prince paid is maintained.
-Employing & dismissing staff.
-Holding regular meeting with section heads to ensure all areas working effectively,efficiently & all well cordinated.
-Determine porstion size in rslation to selling price.

Restaurant Manager-
-He is responsible for staff traing that may be required.
-He may make out,holiday list & hours on & of duty.

Reception Head Waiter-
-The reception head waiter responsible for accepting any booking & for keepig the booking dairy up to date.
-He/she will reserve tables & allocate these resevation to particular station.
-The recepton head waiter greets guests on arrival & takes them to the table & seats.

Head Waiter/maitre d hotel/Supervisor-                                                                                                      

-Greeting the guest at table is very eventfully, as the guest gets his first impression.
-As soon as the guest complete the order, he should draw the KOT manually.
-He should discreetly ask the guest comments on guest comments on quality of service.
-A good caption must ensure that a steward while serving know clearly "who gets what".
-After formalities of chek is complited return the voucher,credit card etc.
Supplymentry Restaurant staff--Trancheur(carver)
-Chef d etage(floor waiter)
-Chef d salle(loung waiter)
-Chef d wagon(trolley waiter)
-Chef d buffet(buffet waiter)
-Chef d vin(head wine waiter)
-Sommelier(wine waiter)
Behaviour Traits Of An Ideal Service Staff-
1.Personality-
-Behaviour-
An individual must be able to tolerate people & be nice to others.
-Attitude-
*To have a good humour all the time.
*To appreciate others.
*To like people at all times.
*To enjoy serving others & giving the company.
-Manners-
*How to receive people?
*How to escort people?
*How to wish people?
*How to respond people?
*How much to say & what not say ?
*How to bid fare well?
-Composure-
Composure is an ability to control emotion & self displine.
-Training-
*Ability to respond the training recevied.
*To able to train others.
2.Courtesy-
Includes respect to elders,guests.
3.Personal Hygiene-
                                 Is a corresponding attitude to be a concered about your self,your health.
4.Efficiency-
*Knowledge about- Verious food & beverage on the menu.
*Verious tipe of cutlery,crockery,china & earth ware,furniture,fixture &table appointment.
*Ability to sell.
Other related attitudinal aspect are immediate eye contect,good body language & panctuluality,alert posture,warm smile & a good memory,honesty,personal touch,sence of urgency.

F&B Service areas & equipment-
The general points to be considered when purchase equipment fo f&b service areas-
-Flexibility of use
-Type of service being offered
-Type of customer
-Design
-Durability
-Colour
-Ease of maintenance
-Stackability
-Cost & funds available
-Availability in future-replacements
-Storage
-Rate of breakage i.e. crockery
-Shape
-Psychological effect on customer
-Delivery time
Five main back-of-house service area can be identified-
1.Still room
2.Silver/plate room
3.Wash room
4.Hote plate
5.Spare linen room
1.Still Room-
The main fuction of still room is to provide items of f&b required for the meal.
#Staff- In a lage first class a still room supervisor is in charge of stillroom.
-he/she may have nomber of staff under his /her control.
#Equipment-
-Refrigerator
-Beverage making facilities
-Large double sink & draining board washing up purposes
-Dish washer of a size suitable for the still room
-Toaster or salamander
-Bread slicing machine
-Work top & cutting board
-Necessary storage space for all small equipment such as crockery,glassware & silverware
-Storge cupboard
-Coffee grinding machine
-Ice maker
2.Silver Room / Plate Room-
Silver room is a seprate service area. It is often combined with the pantry wash up area.
#Equipment- The silver room should hold the complete stock of silver required for the service of all meals.
-Plats
-Salvers
-Soup tureens
-Cloches
-Ashtrays,cruets,butter dishes,special equipment,table numbers & menu holder.
Silver Cleaning Method-
Verious tipe of silver cleaning-
1.Burnishing Machine-
This is a revolving drum a safety shield.The burnishing machine is devided in two parts for hold specifik size of silver. One rod in drum & two others.
To these a certain amount of soap powder is added according to the maker instruction. The silver is placed inside the lid clamed dowen tightly. The machine is then switch on. As the drum revolves the soap water act as a lubricant between the silver & the ball bearing. The silver removed from burnishing machine & rinsed in hot water & dried it.
2.Polivit-
Polivit is a aluminium matel sheet contaning holes which is best used in galvanised iron bowl. The polivit placed in a bowl with some soda. The silver put into the bowl. A chemical reaction in bowl between the polivit,soda,boiling water & silver which cause the tarnish to be lifted. After two or minute the silver should be removed from the second bowl of boiling water & rinsed. On removed from second bowl & drain,dried by tea cloth it.
3.Plate Powder-
This is a pink powder ,which needs mixing with a little mathilated sprit to obtain a smooth paste.
The smooth paste rubbed on to the articals being cleaned with a clean piece of cloth. The paste must be rubbed well in all tarnish. The artical should be in hot water for rinsed & to give final polished with a clean dry cloth.
4.Silver Dip-
This is a pink coloured liquid which must be used in plastic bowl, The silver is to be cleaned is place into a wire bowl containing the silver dip. The liquid should cover all the silver articals being cleaned. The silver should be left for very short while & then lifted out & drained. After its placed in warm water & clean with tea cloth. It is the popular method because it is quicker then other method.

3.Wash Up-
The wash area should be first section of the still room. Dishwashing of methods-
*Manual-Soiled were wash by hand or machine.
*Semi-automatic-Soiled were loaded manually into dishwashing machine by operators.
*Automatic Conveyor-Soild were loaded in baskets,mounted on a conveyor by operators for automatic transportion through a dishwashing machine.
*Flight Conveyor- Solid ware loaded within pegs mounted on a conveyor.
*Deferred wash-Soiled were collected together.

4.Hot Plate-
The hotplat may be regarded as meeting point between the service staff & the food service staff.
-Aboyeur-The aboyeur who control the hot plate over the service period will initially receive the food check from the waiter. The hotplate itself should be stocked with all the crockery necessary for the service of meal. This may include soup plate,fish plate,joint plate,sweet plate, consomme cups & soup cups.
The service required for service is often place top the hotplate & used at required.

Hotplate Language & Terminology-
*Le service vo commencer- General warning to kitchen
*Ca marche trois couverets-Indication to the kitchen of the number of cover on the table
*Poissinnier, faits marcher trois soles veronique- E.g. of fish corner informed the order required, in this case three sole veronique
*Poissinnier,envoyez les trois soles veronique-When the order is required at the hotplate by the waiter, the aboyeur call it up.
*Oui- The reply given by the chef de partie(section chef) to the order called out by the aboyeur.
*Bien soigne- The term called out by the aboyeur befor the actual when an extra special order is required.
*Depechez-vous- The words used to hurry up order.
*Arretez-The term is used to cancel an order

5. Spare Linen Store-
                                Another back of house area that is the linen cupboard.
6. Dispence Bar-
The term 'Dispence Bar' refer to any situated within a f&b to be served to a customer.
Equipment- The bar should have available all necessary equipment for making cocktails,decanting wine,serving wine correctly, making fruit cups.
Main items-
-Cocktail shaker
-Boston shaker
-Mixing items
-Strainer
-Bar Spoon
-Blender
-Drink mixer
Other Items-
-Assorted Glasses -Ice buckets
-Wine busckets -Water jugs
-Assorted bitters -Cutting board & knife
-Coasters -Refrigrater
-Cork extracter -Soda siphons
-Coloured suger -Sink siphons
-Glass washing machine -Optics measures
-Wine measures -Cooling trays
-Bottle opener -Ice crushing machine
-Ice pick -Muslin & funnel
-Ice making machine -Lemon squeezing machine
-Drinking straws -Swizzle sticks
-Cocktel sticks -Strainer & funnel
-Carefes -Service salvers
-wine & cocktails lists -Wine knife & cigar cutter
-Glass cloths,napkins & service cloths -Bin
-Small ice buckets & tongs -
-Hot beverage maker.
Food Items-
-Olives -Maraschino cherries
-Worcestershire sauce -Tabasco sauce
-Salt & pepper -Cinnamon
-Nutmeg -Cloves
-Angostura bitters -Cube suger
-caster suger -Demerara suger
-Eggs -Cream
-Mint -Cucumber
-Lemon -Orange
-Coconut cream -Lime

Planing Of Bar-
1.Sitting- A major factor is the sitting of a bar. The position should be choosen that the bar achieves the greatest number of sales.
2.Area- The bar staff must be given sufficient space in which to work & move about. There should be a minium of 1m. from the back of the bar counter.
3.Layout- Adequate storage must be given, in the form of shalves ,cupboards & racks, for all the stock required & equipment listed. Everything should be easily to hand then the bar staff provide a quik & efficient service.
4.Plumbing & Power-It is essencial to have hot & cold running water for glass washing. Power is necessary for the cooling trays, refrigraters & ice making machine.
5.Safety & Hygiene-
#Floor should be non slip.
#The bar should be average working height appro. 1m. & depth of about 0.6m.

Automatic Vending Machine-
AVM may be define as selling by automation. One of the following mathod of pay ment--
-Coin -Token
-Banknote -Moneycard
The types of service available two areas--
#Service & facilities-
-Water,car parking,baggage store,shoe cleaning,electricity,toilets,gas,tv time.
#Congumables-
-Hot & cold beverages, alcoholic drinks, meals, tobacco & confectonery.
Advantage of vending machine-
-24 hour service- AVM provided 24hour service.
-Low cost- AVM are cheaper to operater.
-Increases in productvity
-Food cost control- AVM allow for strict portion control.
-Economy of labour- Which result in a reduction in wages bill.
-Natural tea break- These machine the fixed tea break has given way to natural tea break.
-Fresh beverages- From AVM the beverages does not than go cold while the main is being congumed
-Veriety- AVM offer a wide veriety hot & cold snack & beverages.
-Hot meals- AVM also being used in cojuction with the microwave.
-Reduce wastage- AVM should be stooped wastage materials.
-Ease to maintenance.
Disadvantage of AVM-
-Speed of service- For a beverage service this is appro. 10 seconds, a cafetaria can be faster.
-Quality- Althrough quality has improved in both the product & it packaging, cusomer resitance still exits.
-Break down- Can take vital hours to repair.
-Electricity- The machine are sub. to power & failure & power sugers.
-Maintenance- Its require regular daily servicing & cleaning.

Types of Vending Machine-
-Merchandiser
-beverage Vender
-In cup system
-Micro vend systemm
Catering Service-
#Hot & Cold beverages
#Hot meals
#Meals & snacks
Cleaning of VM-
-Clean at times when demand it is lowest.
-Ensure the temprature controls are functioning correctly.
-Always wipe down the complete out side of the AVM.
-When replenishing the machine chek the sale of date.
-Ensure all packaging & labelling is correct.
-Ensure as approriate that cups,plates,nepkins are available in the machine.

Furniture-
1.Chairs- A chair seat is 46cm from the ground. The height from the ground to the top of the back is 1m.
2.Table- Table come in three main shapes-round,square,ractangular.
-Square-*2ft 6in. square to seat two people.
*3ft square to four people
-Round-*3ft daimeter to seat four people.
*5ft in diameter to seat 8 people.
-Rectangular- 4ft 6inch . 2ft 6inch to seat four people.
3.Side Board--is depend upon-
-The style of service & the food & beverages on offer.
-The number of service staff working from one sideboard.
-The amount of equipment it is expected to hold.
-The number of table to be served from one sideboard.
2.Linen-
-Table cloths- 54inch.54inch for a square & round table.
-Napkins-46-50cm square if linen. 36-42cm square if paper.
-Slip cloths-3f.3f used to cover a slightly soiled table cloth
-Buffet cloths-6ft.12ft for all.
-Service cloth- no any size.
-Tea & glass cloth-no any size.