Day 1 Bfm F&B

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Day 1 Bfm F&B

  1. 1. Back to Basics – F&B workshop Day 1
  2. 2. A 3 Days Workshop The Central Theme – Back to Basics
  3. 3. WELCOME ! <ul><li>Let us begin with some FUN and GAMES ? </li></ul>
  4. 4. Can you draw a continuous line that travels in order from 1 to 6. You can only move horizontally and vertically, the line must not cross itself and every square is visited.                    
  5. 5. The Answer  
  6. 6. Let us introduce ourselves ! Back to Basics - F&B Workshop
  7. 7. Teaching Philosophy
  8. 8. General Structure of Sessions <ul><li>Phrases for the session </li></ul><ul><li>Presentation </li></ul><ul><li>Team Activity </li></ul><ul><li>Video </li></ul><ul><li>Quiz </li></ul>
  9. 9. Let us decide the Ground rules
  10. 10. “ Sir / Madam” WARNING Speaking in Hindi Late Coming “ Ya” “ Sure”
  11. 11. Conscious Keeper <ul><li>One person will be nominated everyday. This person will make sure that the entire group reports on time after the breaks. </li></ul>
  12. 12. Attributes of a Food & Beverage Professional <ul><li>Proper hygiene and grooming (exercise) </li></ul>
  13. 13. BATH HAIR FACE TEETH HANDS UNIFORM FEET SHOES CUTS & BURNS ILLNESS Small Group Activity Golden Rules for Personal Hygiene / Grooming Standards
  14. 14. Attributes of a Food & Beverage Professional <ul><li>Proper hygiene and grooming (exercise) </li></ul><ul><li>Fluency in Spoken English </li></ul><ul><li>Teamwork </li></ul><ul><li>Discipline and Honesty </li></ul><ul><li>Physical Abilities </li></ul><ul><li>Constant Learning and Development </li></ul><ul><li>Service Culture </li></ul><ul><li>Courteous Behavior </li></ul><ul><li>Tact </li></ul><ul><li>Appropriate Body Language </li></ul>
  15. 15. Etiquette and Manners
  16. 16. 2. Etiquette and Manners <ul><li>Guests observe more than grooming and appearance. </li></ul><ul><li>They observe how staff members carry themselves. </li></ul><ul><li>That’s why the hotel staff needs to know about etiquette and manners and practice them. </li></ul><ul><li>This in turn will enhance the work flow and it is imperative for a good work environment. </li></ul><ul><li>It will also help you to get along with those around you. </li></ul>WHY THIS SESSION:
  17. 17. 2. Etiquette and Manners <ul><li>Etiquette hints for Entrances and Exits </li></ul><ul><li>Tips on timing and Honouring Schedules </li></ul><ul><li>Etiquette for using Restaurant Equipment </li></ul><ul><li>Courtesy among Colleagues </li></ul><ul><li>Etiquette with Guests </li></ul>WHAT ARE WE GOING TO COVER:
  18. 18. 2. Etiquette and Manners At the end of the session you will be able to present yourself to the best of the company’s and your advantage. You would be able to create a professional work environment. WHAT ARE WE GOING TO ACHIEVE:
  19. 19. 2. Etiquette and Manners <ul><li>Whoever comes first leads the way. </li></ul><ul><li>Make way for guests, people with physical disabilities, old people, slow travelers and people with bulky packages. </li></ul><ul><li>Have a steady pace and never stop or change speed once inside. </li></ul>2.1 Etiquette hints for Entrances and exits. 2.1.1 Revolving Doors
  20. 20. <ul><li>Show the way with an open palm gesture whilst holding the elevator door. </li></ul><ul><li>Help people with disabilities or heavy packages. </li></ul><ul><li>Volunteer to exit if the elevator is overcrowded. </li></ul>2. Etiquette and Manners 2.1 Etiquette hints for Entrances and exits. 2.1.2 Elevators
  21. 21. <ul><li>Maintain silence while in the elevator. </li></ul><ul><li>ALWAYS use service elevators, unless accompanying a guest. </li></ul><ul><li>Do not stare at the guest or oneself through the mirrors inside the elevators. </li></ul>2. Etiquette and Manners 2.1 Etiquette hints for Entrances and exits. 2.1.2 Elevators
  22. 22. <ul><li>Always let the guest pass unless leading the way. </li></ul><ul><li>Do not push people on the staircase or run on the escalator. </li></ul><ul><li>Assist people with disabilities, children, luggage, and loose clothing. </li></ul>2. Etiquette and Manners 2.1 Etiquette hints for Entrances and exits. 2.1.3 Stairs and Escalators
  23. 23. <ul><li>Open doors for guests approaching. </li></ul><ul><li>Open the door in the direction in which the guest is going. </li></ul><ul><li>Hold the door for the person behind. </li></ul><ul><li>Thank the person holding the door. </li></ul>2. Etiquette and Manners 2.1 Etiquette hints for Entrances and exits. 2.1.4 Doors
  24. 24. <ul><li>Always specify expected time for fulfilling guests request. </li></ul><ul><ul><li>E.g.: “I would check that on the system and let you know in 2 minutes, Mr Mc Donald”. </li></ul></ul><ul><li>Guests to be given priority before any other work. </li></ul>2. Etiquette and Manners 2.2 Tips on Timing and Honouring Schedules
  25. 25. <ul><li>Orders to be served in standard time. </li></ul><ul><li>Orders that may take more time should be informed to the guest. </li></ul><ul><li>Beverage replenishments should be served quickly in order to create a positive impression of alertness. </li></ul>2. Etiquette and Manners 2.2 Tips on Timing and Honouring Schedules
  26. 26. <ul><li>Service and clearance to be done at the same time for all guests on a table. </li></ul><ul><li>The pace at which the guest would like his/her meal should be anticipated. </li></ul>2. Etiquette and Manners 2.2 Tips on Timing and Honouring Schedules
  27. 27. <ul><li>Operate equipment properly. </li></ul><ul><li>Do not quarrel while sharing restaurant equipment. </li></ul><ul><li>Return borrowed equipment to the initial user in the same condition. </li></ul><ul><li>On equipment breakdown, get it fixed immediately. </li></ul>2. Etiquette and Manners 2.3 Etiquette for using Restaurant Equipment
  28. 28. <ul><li>Work area and equipment to be clean, neat and ready for the next user after usage. </li></ul><ul><li>Permission to be sought prior to borrowing equipment. </li></ul><ul><li>Use correct technique and posture to carry restaurant equipment. </li></ul>2. Etiquette and Manners 2.3 Etiquette for using Restaurant Equipment
  29. 29. <ul><li>Do not rest foot sole against walls and restaurant furniture. </li></ul><ul><li>Right cleaning agents and fabric to be used for upkeep of restaurant. </li></ul><ul><li>Do not bang doors of the sideboard. </li></ul>2. Etiquette and Manners 2.3 Etiquette for using Restaurant Equipment
  30. 30. <ul><li>Do not point fingers while communicating to colleagues towards any guest. </li></ul><ul><li>Use cover numbers to inform orders. </li></ul><ul><li>Do not use abusive language. </li></ul><ul><li>Speak politely. </li></ul>2. Etiquette and Manners 2.4 Courtesy among Colleagues
  31. 31. <ul><li>Be aware of your conversation over phone. </li></ul><ul><ul><li>Never shout into the phone. </li></ul></ul><ul><ul><li>No long conversations, while a guest is waiting. </li></ul></ul><ul><ul><li>No personal calls at work. </li></ul></ul><ul><li>Always provide assistance to the guest, even if it is not your job. </li></ul>2. Etiquette and Manners 2.4 Courtesy among Colleagues
  32. 32. <ul><li>Avoid discussions in front of guests and keep these minimum when you must. </li></ul><ul><li>Do not form clusters or groups. </li></ul><ul><li>Always Communicate in English. </li></ul><ul><li>Use standard polite phrases. </li></ul><ul><li>Never shout in the restaurant or back area. </li></ul>2. Etiquette and Manners 2.4 Courtesy among Colleagues
  33. 33. <ul><li>Always smile while greeting a guest. </li></ul><ul><li>Provide full attention to the guest. </li></ul><ul><li>Never say “Yes” until you understand what he is asking for. </li></ul><ul><li>Never say “I don’t know”. Inform the guest that you will find out for him and ensure that he gets the right information . </li></ul>2. Etiquette and Manners 2.5 Etiquette with Guests 2.5.1 While Talking To A Guest
  34. 34. <ul><li>Never Argue with the guest. Speak softly and clearly. </li></ul><ul><li>Maintain eye contact. Even if busy writing or serving, look up once in a while to maintain eye contact. </li></ul><ul><li>Maintain a distance of two feet from the guest. </li></ul>2. Etiquette and Manners 2.5 Etiquette with Guests 2.5.1 While Talking To A Guest
  35. 35. <ul><li>Avoid hotel jargon and slang. </li></ul><ul><li>Use guest family name wherever possible. </li></ul><ul><li>Control movement of hands and facial gestures. </li></ul>2. Etiquette and Manners 2.5 Etiquette with Guests 2.5.1 While Talking To A Guest
  36. 36. <ul><li>Stand erect and with ease. </li></ul><ul><ul><li>Weight balanced on both feet </li></ul></ul><ul><ul><li>Shoulders straight </li></ul></ul><ul><ul><li>Chest out </li></ul></ul><ul><ul><li>Stomach in </li></ul></ul>2. Etiquette and Manners 2.5 Etiquette with Guests 2.5.2 While Standing
  37. 37. <ul><li>Hands on the side or behind the back. </li></ul><ul><ul><li>Do not keep hands in pocket or hips. </li></ul></ul><ul><ul><li>Do not keep arms across chest. </li></ul></ul><ul><ul><li>Do not lean against the sideboard, panels or the hostess desk </li></ul></ul><ul><li>Maintain poise at all times, even when you are not directly interacting with the guest. </li></ul><ul><li>Avoid standing in huddles. </li></ul><ul><li>Do not turn your back on the guest. </li></ul>2. Etiquette and Manners 2.5 Etiquette with Guests 2.5.2 While Standing
  38. 38. <ul><li>Never run and avoid any sound of footsteps inside the restaurant. </li></ul><ul><li>Give way to guest while walking in guest area. </li></ul><ul><li>When near a door, open the door for the guests. </li></ul><ul><li>Walk on the left hand side. </li></ul><ul><li>Walk erect. </li></ul>2. Etiquette and Manners 2.5 Etiquette with Guests 2.5.3 While Walking
  39. 39. <ul><li>Anticipate and fulfill guest needs. </li></ul><ul><li>Maintain professional relationship with the guest. </li></ul><ul><li>Recognize guests. </li></ul><ul><li>Escort the guest to the desired location. Do not point. </li></ul>2. Etiquette and Manners 2.5 Etiquette with Guests 2.5.4 Courteous Behaviour
  40. 40. <ul><li>Treat resident and non resident guest with equal respect. </li></ul><ul><ul><li>They are potential guests . </li></ul></ul><ul><ul><li>“ Word of mouth” publicity to the restaurant. </li></ul></ul><ul><li>Attention to single diners. </li></ul><ul><li>Service should continue even after bill is settled. </li></ul><ul><li>Ownership of guest problem. </li></ul>2. Etiquette and Manners 2.5 Etiquette with Guests 2.5.4 Courteous Behaviour
  41. 41. <ul><ul><li>Inappropriate language. </li></ul></ul><ul><ul><li>Disregard for others time. </li></ul></ul><ul><ul><li>Inappropriate dress and grooming. </li></ul></ul><ul><ul><li>Misuse of the telephone. </li></ul></ul><ul><ul><li>Failure to greet someone appropriately. </li></ul></ul>2. Etiquette and Manners 2.6 The Ten Most Common Etiquette Blunders
  42. 42. <ul><ul><li>Poor listening skills. </li></ul></ul><ul><ul><li>Disregard of shared property and others space. </li></ul></ul><ul><ul><li>Embarrassing others. </li></ul></ul><ul><ul><li>Poor table manners. </li></ul></ul><ul><ul><li>Inappropriate or inconsistent recognition of people. </li></ul></ul>2. Etiquette and Manners 2.6 The Ten Most Common Etiquette Blunders
  43. 43. 2. Etiquette and Manners Let us Revise! Etiquette hints for entrances and exits Tips on timing and honouring schedules Etiquette for using Restaurant Equipment Courtesy Among Colleagues Etiquette with Guests Ten Most Common Blunders
  44. 44. Quiz
  45. 45. Grooming & Hygiene Quiz
  46. 46. Grooming & Hygiene Quiz Round 1
  47. 47. Grooming & Hygiene What are the Grooming standard for Hair for men ? <ul><li>Not fall on forehead, touch ears or collars </li></ul><ul><li>Neatly combed, not oily or permed, </li></ul><ul><li>Conservative hair style . </li></ul><ul><li>Face </li></ul><ul><li>Clean shaved </li></ul><ul><li>Sideburns should not exceed half the length of the ear </li></ul><ul><li>Beards </li></ul>
  48. 48. Grooming & Hygiene What are the Grooming standard for Hair for Ladies ? SHORT Trimmed regularly SHOULDER LENGTH Trimmed regularly. Neatly pinned to keep away from face. LONGER THAN SHOULDER LENGTH Cut to even length Straight Tied up at the center of the nape in a French Knot.
  49. 49. Grooming & Hygiene What are the Grooming standard for Hair for Ladies ? Always neatly combed, in place. Do not use coloured/plastic bands. Clean, non greasy, free of oil and dandruff. Ponytail, braid not longer than 9” No streaking, No gel. Keep permed/curly hair neat & restrained
  50. 50. Grooming & Hygiene What are the Grooming standard for nails for men? Trimmed and well maintained Neatly cut, clean and dirt free, No nicotine, carbon, ink stains.
  51. 51. Grooming & Hygiene Quiz Round 2
  52. 52. Grooming & Hygiene Correct the following sentences <ul><li>FINGER NAILS SHOULD BE </li></ul><ul><li>Well Maintained and clean. </li></ul><ul><li>Not shaped </li></ul><ul><li>Not excessively long nails. </li></ul><ul><li>Only neutral and maroon coloured nail polish. </li></ul><ul><li>Cover entire nails, with no gaps or cracks. </li></ul>
  53. 53. Grooming & Hygiene Correct the following sentence Conservative, not flashy, or too large Plastic Strap Black, Brown or Blue Rubber Strap Gold or silver
  54. 54. Grooming & Hygiene Correct the following sentence Conservative, not flashy, or too large Plastic Strap Black, Brown or Blue Rubber Strap Gold or silver
  55. 55. Grooming & Hygiene Correct the following sentences Well maintained, well polished, in good repair Uniform shoes, loafers, NO oxford black or dark brown.
  56. 56. Grooming & Hygiene Correct the following sentence Well maintained, well polished, in good repair Uniform shoes, loafers, NO oxford black or dark brown.
  57. 57. Etiquette and Manners Round 3
  58. 58. <ul><li>Operate equipment properly. </li></ul><ul><li>Do not quarrel while sharing restaurant equipment. </li></ul><ul><li>Return borrowed equipment to the initial user in the same condition. </li></ul><ul><li>On equipment breakdown, get it fixed immediately. </li></ul>What are the etiquettes to be followed while using Restaurant Equipment?
  59. 59. <ul><li>Work area and equipment to be clean, neat and ready for the next user after usage. </li></ul><ul><li>Permission to be sought prior to borrowing equipment. </li></ul><ul><li>Use correct technique and posture to carry restaurant equipment. </li></ul>
  60. 60. <ul><li>Do not rest foot sole against walls and restaurant furniture. </li></ul><ul><li>Right cleaning agents and fabric to be used for upkeep of restaurant. </li></ul><ul><li>Do not bang doors of the sideboard. </li></ul>
  61. 61. <ul><li>Do not point fingers while communicating to colleagues towards any guest.Use cover numbers to inform orders. </li></ul><ul><li>Do not use abusive language . </li></ul><ul><li>Speak politely. </li></ul>What points would you keep in mind to ensure that you show courtesy among Colleagues?
  62. 62. <ul><li>Be aware of your conversation over phone. </li></ul><ul><ul><li>Never shout into the phone. </li></ul></ul><ul><ul><li>No long conversations, while a guest is waiting. </li></ul></ul><ul><ul><li>No personal calls at work. </li></ul></ul><ul><li>Always provide assistance to the guest, even if it is not your job. </li></ul>
  63. 63. <ul><li>Avoid discussions in front of guests and keep these minimum when you must. </li></ul><ul><li>Do not form clusters or groups. </li></ul><ul><li>Always Communicate in English. </li></ul><ul><li>Use standard polite phrases. </li></ul><ul><li>Never shout in the restaurant or back area. </li></ul>
  64. 64. <ul><li>Always specify expected time for fulfilling guests request. </li></ul><ul><ul><li>E.g.: “I would check that on the system and let you know in 2 minutes, Mr Mc Donald”. </li></ul></ul><ul><li>Guests to be given priority before any other work. </li></ul>What Tips on Timing and Honouring Schedules should one practice?
  65. 65. <ul><li>Orders to be served in standard time. </li></ul><ul><li>Orders that may take more time should be informed to the guest. </li></ul><ul><li>Beverage replenishments should be served quickly in order to create a positive impression of alertness. </li></ul><ul><li>Service and clearance to be done at the same time for all guests on a table. </li></ul><ul><li>The pace at which the guest would like his/her meal should be anticipated. </li></ul>
  66. 66. <ul><li>Service and clearance to be done at the same time for all guests on a table. </li></ul><ul><li>The pace at which the guest would like his/her meal should be anticipated. </li></ul>
  67. 67. Break
  68. 68. Phrases of the session
  69. 69. COFFEE SHOP / ALL DAY DINING “ Good Morning / Good Afternoon / Good Evening Mr._______ / Sir”   “ Are you joining us for : Breakfast Sir ? : Lunch Sir ? : Dinner Sir ?   “ How many people will be joining you Sir ?” While receiving the guest at the Restaurant Entrance
  70. 70. Handling Difficult Situations In A Restaurant
  71. 71. Team Presentations Team A – Spillages / Illness Team B – Returned Food /Alcohol Over - Consumption Team C – Lost Property / Lost Children
  72. 72. Records <ul><li>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: </li></ul><ul><li>Place </li></ul><ul><li>Date </li></ul><ul><li>Time </li></ul><ul><li>Nature of incident </li></ul><ul><li>Individual reports from those concerned and signed </li></ul><ul><li>Action taken </li></ul><ul><li>Name, address and phone number of the guest involved and also the staff involved. </li></ul>
  73. 73. <ul><li>While dealing with children take the lead concerning their welfare from their parents or accompanying adults. </li></ul><ul><li>Determine the following, where applicable: </li></ul><ul><li>Are high chairs/seats cushions required? </li></ul><ul><li>Restriction on the service of alcohol to minors </li></ul><ul><li>Are” children meal menus required? </li></ul><ul><li>The portion size of ordered from the normal menu </li></ul><ul><li>The provision of children’s give aways,I.e crayons, coloring books, etc. </li></ul><ul><li>For the safety of both children and others, the staff should be aware of children’s movements. </li></ul>Dealing with Children
  74. 74. 7) Should the children be of a more mature child’s age, then they must be addressed as either ‘Sir” or “Madam”. 8) Sharp objects like knives, forks must be kept away from children. 9) Tall/stemmed glasses should not be used for serving children Dealing with Children
  75. 75. <ul><li>Extra awareness is needed to meet the requirement of customers who may have special needs, such as mobility problems. </li></ul><ul><li>Place wheelchair users at tables where there is adequate space for maneuverability. </li></ul><ul><li>Position him/her out of the main thoroughfare of customer / staff movement. </li></ul><ul><li>Position him/her with easy access to cloakrooms, exists and fire exits </li></ul><ul><li>Always ensure that the menus, wine lists and the like are immediately available to any wheelchair user. </li></ul><ul><li>Never move the wheelchair without the customer being asked first. </li></ul><ul><li>Crutches / walking sticks should be placed in an accessible and readily available position. </li></ul>Customer Mobility
  76. 76. <ul><li>Consider the following when handling those customers who may be blind or partially sighted. </li></ul><ul><li>Talk to and treat the customer with special needs as you would with any other customer. </li></ul><ul><li>Remember it is by touch that the blind people see and are made aware that they are involved in what is happening around them. </li></ul><ul><li>Immediately prior to ordering, a gentle touch on the hand attracts his/her attention to you. </li></ul><ul><li>Offer to fillet / bone fish and meat items </li></ul><ul><li>Offer to cut up potato and vegetable items should it necessary. </li></ul><ul><li>Never overfill cups, glasses or soup bowls. </li></ul>Blind and Partially Sighted Guests
  77. 77. 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 Blind and Partially Sighted Guests
  78. 78. <ul><li>Speak directly to the customer </li></ul><ul><li>Stand in such a position that the customer is able to see your face clearly. </li></ul><ul><li>Speak slowly and distinctly </li></ul><ul><li>Describe food / drink items in simple, precise and plain language. </li></ul><ul><li>Seat customers away from possible excessive noise as this is most uncomfortable for customers wearing hearing aids </li></ul><ul><li>In these instances always read back the food or drink order received to confirm all requests. </li></ul><ul><li>Listen attentively to what is being said to you to ensure you understand the customer’s requirements. </li></ul>Customers with Communication Difficulties
  79. 79. Quiz Handling Guest check and seeing off Handling Difficult Situations
  80. 80. <ul><li>Speak directly to the customer </li></ul><ul><li>Stand in such a position that the customer is able to see your face clearly. </li></ul><ul><li>Speak slowly and distinctly </li></ul><ul><li>Describe food / drink items in simple, precise and plain language. </li></ul><ul><li>Seat customers away from possible excessive noise as this is most uncomfortable for customers wearing hearing aids </li></ul><ul><li>In these instances always read back the food or drink order received to confirm all requests. </li></ul><ul><li>Listen attentively to what is being said to you to ensure you understand the customer’s requirements. </li></ul>How would you handle customers with communication difficulties?
  81. 81. <ul><li>While dealing with children take the lead concerning their welfare from their parents or accompanying adults. </li></ul><ul><li>Determine the following, where applicable: </li></ul><ul><li>Are high chairs/seats cushions required? </li></ul><ul><li>Restriction on the service of alcohol to minors </li></ul><ul><li>Are” children meal menus required? </li></ul><ul><li>The portion size of ordered from the normal menu </li></ul><ul><li>The provision of children’s give aways,I.e crayons, coloring books, etc. </li></ul><ul><li>For the safety of both children and others, the staff should be aware of children’s movements. </li></ul>What points would you keep in mind when dealing with children?
  82. 82. 7) Should the children be of a more mature child’s age, then they must be addressed as either ‘Sir” or “Madam”. 8) Sharp objects like knives, forks must be kept away from children. 9) Tall/stemmed glasses should not be used for serving children What points would you keep in mind when dealing with children?
  83. 83. <ul><li>Consider the following when handling those customers who may be blind or partially sighted. </li></ul><ul><li>Talk to and treat the customer with special needs as you would with any other customer. </li></ul><ul><li>Remember it is by touch that the blind people see and are made aware that they are involved in what is happening around them. </li></ul><ul><li>Immediately prior to ordering, a gentle touch on the hand attracts his/her attention to you. </li></ul><ul><li>Offer to fillet / bone fish and meat items </li></ul><ul><li>Offer to cut up potato and vegetable items should it necessary. </li></ul><ul><li>Never overfill cups, glasses or soup bowls. </li></ul>What points would you keep in mind when dealing with Blind and Partially Sighted Guests?
  84. 84. 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 What points would you keep in mind when dealing with Blind and Partially Sighted Guests?
  85. 85. Lunch Break
  86. 86. Game
  87. 87. Phrases of the session
  88. 88. While receiving the guest at the Restaurant Entrance SPECIALITY RESTAURANT “ Good Afternoon / Good Evening, welcome to the Haveli ,are we holding a reservation for you today Sir ?” If Yes “ May I have your last name Sir ?”   “ How many people will be joining you Sir ?”
  89. 89. Factors affecting the type of service Types of Services <ul><li>Type of Catering Establishment </li></ul><ul><li>Type of Clientele </li></ul><ul><li>Time available for a meal </li></ul><ul><li>Type of menu </li></ul><ul><li>Cost of the meal </li></ul>
  90. 90. Some Basic Principles of service 1. When the food is served at the table from a dish to a guest’s 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 which case it is done from the left. 5. Ladies are always served first. 6. Soiled plates are always cleared from the right. 7. Fresh cutlery and crockery is always served from the right. 8. Never reach across the guest. Types of Services
  91. 91. Types of Services <ul><li>French Service or Silver Service </li></ul><ul><li>Service from the platter to the plate </li></ul>3. American Service or Pre-plated Service Food is served in to a guest’s plate in the kitchen itself and brought to the guest. <ul><li>English Service or Host service </li></ul><ul><li>Food is brought on platters and is shown to the guest for approval. It is then placed on the table, and portioned by the host </li></ul>
  92. 92. Types of Services <ul><li>Gueridon service </li></ul><ul><li>This is a service where a dish comes partially prepared from the kitchen and completed inside the restaurant by the service staff using a gueridon(trolley) in front of the guests </li></ul><ul><li>Russian Service </li></ul><ul><li>An elaborate silver service where the food is portioned and carved by the waiter. </li></ul><ul><li>Butler Service </li></ul><ul><li>A very formal style of service </li></ul>
  93. 93. Types of Services <ul><li>Buffet Service </li></ul><ul><li>A variety of dishes are arranged in food warmers ( chaffing dishes) on a buffet counter so that the guest can help themselves </li></ul><ul><li>Grill Room Service </li></ul><ul><li>In this form of service various meats are grilled in front of the guest. </li></ul>
  94. 94. Meal Experience
  95. 95. Factors affecting a Meal Experience <ul><li>Reception at the entrance </li></ul><ul><li>First impressions are the last impressions. The first few minutes in our restaurant leave a lasting impressions on the guests. </li></ul>2. Assigning an appropriate Table Most guests like to choose their own table. When not possible suitable options should be provided by anticipating their needs 3. Order Taking The order taker should help the guests to choose a right combination of flavours, colours, texture and temperature of the food by describing the dish properly
  96. 96. Factors affecting a Meal Experience 4. Cultural Factors Order takers must be aware of various cultural and religious factors 5. Service All guest expect efficient service, but do not like to be hurried up. Most guest appreciate efficient and unobtrusive service 6. Entertainment This factor helps in creating a unique dining experience
  97. 97. Factors affecting a Meal Experience 7. Value for Money Guests often base their choice of restaurant on the perceived value for money 8. Individual Needs It is important to understand every guest need. Focus on individual needs is what sets a delightful restaurant apart
  98. 98. The Menu <ul><li>Factors kept in mind while compiling a menu </li></ul><ul><li>Availability of supplies </li></ul><ul><li>Balance of the dishes </li></ul><ul><li>Food value </li></ul><ul><li>Colour </li></ul><ul><li>Textures </li></ul><ul><li>Flavours </li></ul>
  99. 99. The Menu A La Carte Menu Table de Hôte <ul><li>The menu has a fixed number of courses. </li></ul><ul><li>There is a limited choice between each course. </li></ul><ul><li>The selling price of the menu is fixed. </li></ul><ul><li>The dishes provided will all be ready at a set time. </li></ul><ul><li>It gives a full list of all the dishes that may be prepared by the establishment. </li></ul><ul><li>Each dish is priced separately </li></ul><ul><li>A certain waiting time has to be allowed for many of the dishes. </li></ul><ul><li>Some dishes are cooked to order. </li></ul>
  100. 100. The Menu Table de Hôte The Hole In The Net (Starters) Fox's Prawn Cocktail Delicious prawns shelled on a bed of crisp lettuce, served with Marie Rose sauce and delicious brown bread. Colcannon Soup Cream of potatoes and leek made with our delicious home-made stock The Big Catch (Main Courses) Young Fisherman's Catch Tantalise your taste buds with a sampler plate of tender Smoked Salmon, succulent Prawns, Mussels and meaty Crab Claws - garnished with fresh salad. 12oz. Prime Sirloin Chargrilled with fresh garden vegetables & potatoes Desserts Fox's Famous Whiskey Gateaux Recipe kept secret for over 130 years A sinfully delicious moist sponge cake, laced with Whiskey & chocolate liqueur, layered with fresh cream and served with a toffee sauce. Tea Or Freshly Ground Coffee Rate :- Rs 1000 /- plus applicable taxes We do not levy any service charge
  101. 101. The Menu Table de Hôte Cover A La Carte Cover
  102. 102. Breakfast Menus
  103. 103. Courses offered in a Continental Breakfast Cut Fresh Fruits / Fresh Fruit Juice Breakfast rolls ( Brioche, croissants, muffins or toast) Preserves ( Jam, jelly, or marmalade) Tea/Coffee
  104. 104. Courses offered in an English Breakfast Fruit ( Stewed or Fresh) Cereals (Porridge, oatmeal , cornflakes etc) Eggs to order Fish ( Baked or smoked) Bacon Bread ( Muffins, brioche, toast, croissant, etc) with preserves( Jam, marmalade, honey, etc) Beverages ( Tea, Coffee, etc)
  105. 105. Cover for a English Breakfast
  106. 106. The French Classical Menu <ul><li>Hors d’oeuvre (Starter) </li></ul><ul><li>Potage (Soups) </li></ul><ul><li>Oeufs (Eggs) </li></ul><ul><li>Farineux (Pastas) </li></ul><ul><li>Poisson (Fish) </li></ul><ul><li>Entrèe (Entry of the small meat course) </li></ul><ul><li>Relève ( Grand meat course) </li></ul><ul><li>Sorbet </li></ul><ul><li>Rôti (Roast) </li></ul><ul><li>Legumes (Vegetables) </li></ul>11. Salades (Salads) 12. Buffet Froid (Cold cuts) 13. Entremet de Sucre (Entry of sweet course) 14. Savoureux (Savoury) 15. Fromage (Cheese) 16.Dessert (Fruits and Nuts) 17.Beverages ( not a course)
  107. 107. The French Classical Menu <ul><li>Hors d’oeuvre (Starter) </li></ul><ul><li>Potage (Soups) </li></ul><ul><li>Oeufs (Eggs) </li></ul><ul><li>Farineux (Pastas) </li></ul><ul><li>Poisson (Fish) </li></ul><ul><li>Entrèe (Entry of the small meat course) </li></ul><ul><li>Relève ( Grand meat course) </li></ul><ul><li>Sorbet </li></ul><ul><li>Rôti (Roast) </li></ul><ul><li>Legumes (Vegetables) </li></ul>11. Salades (Salads) 12. Buffet Froid (Cold cuts) 13. Entremet de Sucre (Entry of sweet course) 14. Savoureux (Savoury) 15. Fromage (Cheese) 16.Dessert (Fruits and Nuts) 17.Beverages ( not a course)
  108. 108. Team Activity Cover and Accompaniments
  109. 109. Quiz
  110. 110. Quiz
  111. 111. Round 1 Meal Experience Types of Services
  112. 112. List out 8 factors that lead to an enjoyable dining experience <ul><li>Reception at the Entrance </li></ul><ul><li>Assigning an appropriate table </li></ul><ul><li>Order taking </li></ul><ul><li>Cultural factors </li></ul><ul><li>Service </li></ul><ul><li>Entertainment </li></ul><ul><li>Value for Money </li></ul><ul><li>Individual Needs </li></ul>
  113. 113. List out the 8 basic principles that apply to all types of service. 1.When the food is served at the table from a dish to a guest’s 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. Soiled plates are always cleared from the right. 5. Soups are served from the right unless poured from a soup tureen in which case it is done from the left. 6. Ladies are always served first. 7. Fresh cutlery and crockery is always served from the right. 8. Never reach across the guest.
  114. 114. List out 8 types of services that can be offered in a restaurant 1. French Service or Silver Service 2. American Service or Pre-plated Service 3. Gueridon service 4. Russian Service 5. Butler Service 6. Buffet Service 7. English Service 8. Grill Room Service
  115. 115. ROUND 2 Types of Menus
  116. 116. What do you understand by the term ‘A la carte’ <ul><li>It gives a full list of all the dishes that may be prepared by the establishment. </li></ul><ul><li>Each dish is priced separately </li></ul><ul><li>A certain waiting time has to be allowed for many of the dishes </li></ul><ul><li>Some dishes are cooked to order. </li></ul>
  117. 117. What do you understand by the term ‘Table d’hote’ <ul><li>The menu has a fixed number of courses </li></ul><ul><li>There is a limited choice between each course </li></ul><ul><li>The selling price of the menu is fixed </li></ul><ul><li>The dishes provided will all be ready at a set time </li></ul>
  118. 118. Fruit ( Stewed or Fresh) Cereals (Porridge, oatmeal , cornflakes etc) Eggs to order Fish ( Baked or smoked) Bacon Bread ( Muffins, brioche, toast, croissant, etc) with preserves( Jam, marmalade, honey, etc) Beverages ( Tea, Coffee, etc) What are the courses offered in an ‘English Breakfast’
  119. 119. ROUND 3 Cover and Accompaniments
  120. 120. What is the standard accompaniment of Caviar? Hot breakfast toast or Blinis ( Russian buckwheat pancake) with butter Segments of Lemon Finely chopped Shallots Parsley Sieved Hard Boiled Eggs ( yolks and white separately)
  121. 121. What is the standard accompaniment of Oysters? Cayenne Pepper Pepper mill Tabasco Sauce Chilli Vinegar Brown Bread and Butter Segments of Lemon
  122. 122. What is the standard accompaniment of Minestrone Soup? Grated Parmesan Cheese Grilled Flutes
  123. 123. Buzzer Round French Classical Menu
  124. 124. Which is the second course in the French classical Menu? Potage (Soup)
  125. 125. “ Entrée comes after Releve” True or false False
  126. 126. Dessert includes all sweet items like pancakes, ice creams, flamed fruits , soufflés etc – True or False. If False Why? False. Dessert includes fruits and nuts only
  127. 127. If you had only one match and entered a cold, dimly- lit room where there was a kerosene lamp, an oil heater, and a wood-burning stove, which would you light first? The match
  128. 128. Break
  129. 129. Phrases of the session
  130. 130. “ Unfortunately, all our tables are committed to guests at present. However, there maybe some availability in the next ____ To ____ minutes, when I will be delighted to seat you. May I escort you to Ricks Bar / Emperors Lounge and the moment a table is available I will come and get you Sir.”   No Tables available
  131. 131. Meal Plans and Billing System
  132. 132. MEAL PLANS
  133. 133. Modified American Plan European Plan American Plan Continental Plan
  134. 134. EUROPEAN PLAN ROOM BREAKFAST LUNCH DINNER B’FAST/LUNCH/DINNER CONTINENTAL B’FAST ROOM ONLY CONTINENTAL B’FAST B’FAST/LUNCH or DINNER DINNER BREAKFAST LUNCH ROOM
  135. 135. AMERICAN PLAN ROOM ONLY CONTINENTAL B’FAST B’FAST/LUNCH/DINNER DINNER BREAKFAST LUNCH ROOM CONTINENTAL B’FAST B’FAST/LUNCH or DINNER ROOM ONLY
  136. 136. MODIFIED AMERICAN PLAN ROOM ONLY CONTINENTAL B’FAST B’FAST/LUNCH or DINNER DINNER BREAKFAST LUNCH ROOM CONTINENTAL B’FAST LUNCH ROOM ONLY DINNER BREAKFAST
  137. 137. CONTINENTAL PLAN ROOM ONLY CONTINENTAL B’FAST B’FAST/LUNCH or DINNER DINNER BREAKFAST LUNCH ROOM LUNCH ROOM ONLY DINNER BREAKFAST B’FAST/LUNCH or DINNER
  138. 138. Billing System – Tax Structure <ul><li>Billing System </li></ul><ul><ul><li>Point of sale system </li></ul></ul>
  139. 139. Tax Structure <ul><li>Expenditure Tax </li></ul><ul><li>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 room) or more. </li></ul><ul><li>The tax includes telephones, laundry, F&B, Health Club, Business Centre etc. </li></ul><ul><li>The rate of expenditure tax is 10% </li></ul>Billing System – Tax Structure
  140. 140. Tax Structure Billing System – Tax Structure 2. Sales Tax This is the tax available on food, which is further divided into takes on Fresh Food Soft drinks/canned juice Alcohol
  141. 141. Tax Structure Billing System – Tax Structure 3. Service Tax A tax on all official,social and business conferences and functions in hotels and restaurants Levied at the rate of 5% on all bills. However if catering is involved in the function, 40% rebate is given for catering services,and the tax is levied on 60% of the bill.
  142. 142. Tax Structure Billing System – Tax Structure <ul><li>Service Charges </li></ul><ul><li>This is not a Government tax </li></ul><ul><li>It is taken towards gratuities for the staff. </li></ul><ul><li>This usually done on banquet sales and the rate varies from 5-10%. </li></ul>
  143. 143. Discounts and special Rates Airline Crew FHRAI HAI Diplomats 25% Discount – credit cards 30% - by cash Exempted from paying cash Contracted Room Rate 25% Discount – credit cards 30% - by cash
  144. 144. CHEESE
  145. 145. What is Cheese? Cheese is a dairy product made from coagulated milk,cream or a mixture of these, drained in a mould, fermented and cooked. 1/3 rd Proteins 1/3 rd Fat 1/3 rd Water Cheese
  146. 146. Grind the Cheese Cook in a vacuum cooker Mould Pack If You….. What would you get? Processed Cheese
  147. 147. Types of CHEESE Soft Semi Hard Hard Blue Vein
  148. 148. Service of Cheese Celery Radish Cruet Set Cheese Biscuits Cheese Knife Butter                                
  149. 149. CONDIMENTS THE FINER THINGS IN LIFE
  150. 150. Condiments Condire A substance such as a relish, vinegar, or spice, used to flavor or compliment food. A latin word – to preserve CONDIMENTS Where does the word come from?
  151. 151. <ul><li>Food substances used </li></ul><ul><ul><li>To heighten the natural flavors of foods </li></ul></ul><ul><ul><li>To stimulate the appetite </li></ul></ul><ul><ul><li>To aid digestion </li></ul></ul><ul><ul><li>To preserve certain products </li></ul></ul>CONDIMENTS What are condiments?
  152. 152. Spices, seasonings, sauces, fruit, or various cooked & uncooked preparations CONDIMENTS What do they include?
  153. 153. A food substance selected to harmonize with the taste of the food… INGREDIENT PRESERVING AGENT ACCOMPANIMENT CONDIMENTS What do they include?
  154. 154. A food substance selected to harmonize with the taste of the food… ACCOMPANIMENT INGREDIENT PRESERVING AGENT Truffles, dried fruit, alcohol, herbs or spices, etc. Mustard, pickled fruit, ketchup, gherkins, etc. Vinegar, salt, oil, sugar, etc. CONDIMENTS What do they include?
  155. 155. <ul><li>Most condiments are of vgetable origin (herbs, spices, dried or crystallized fruit, and aromatic vegetables). </li></ul><ul><li>Some, such as the Vietnamese nuoc-man, are based on dried and pounded fish or shellfish. </li></ul>CONDIMENTS Are they vegetable or animal based?
  156. 156. <ul><li>They are either used raw or untreated (e.g. onion, fresh herbs, cress, etc.) or else after some form of preparation (sweet-and-sour sauces, purees, mustards, capers, chutneys, etc.) </li></ul>CONDIMENTS How are they used?
  157. 157. <ul><li>Customary use varies from one country to another </li></ul><ul><ul><li>Britain and the United States </li></ul></ul><ul><ul><ul><li>Large quantities of bottled sauces and condiments are used to accompany salads, cold meat, charcuterie </li></ul></ul></ul><ul><ul><li>Oriental and northern countries </li></ul></ul><ul><ul><ul><li>Sweet-an-sour sauce is a basic ingredient of many condiments </li></ul></ul></ul>CONDIMENTS How are they used?
  158. 158. CONDIMENTS What else does the term include? C O N D I M E N T S Natural colorings (caramel, beetroot juice, spinach green, ) Essences & extracts (anchovy, aniseed, almond, etc.) Wines & Spirits Some flowers Cheese (parmesan, gruyere, mozzarella, blue cheese)
  159. 159. POPULAR CONDIMENTS
  160. 160. CONDIMENTS Popular condiments – HP Sauce , Ingredients and Use ? This sauce is an excellent accompaniment to all red meats, especially steaks. Vanilla Chicken Cheese Malt vinegar Tamarind Tomato extract Spices Wine vinegar Sugar Raisins Onion extract Salt Chicken Vanilla Cheese
  161. 161. CONDIMENTS Popular condiments – Tabasco Sauce This sauce is used to spice up juices, sauces, soups and cocktails. Tamarind Butter Sesame Garlic Malt Tomato extract Water Wine Salt Peppers Onion Vinegar Tamarind Butter Sesame Garlic Wine Tomato extract Onion Malt
  162. 162. CONDIMENTS Popular condiments – French Mustard Used with meat or charcuterie. Main center for production is DIJON. Ingredient for mayonnaise, vinaigrette. Peanuts Corn White wine Molasses Mustard seeds Olive oil Vinegar Onion extract Peanuts Corn Olive oil Onion extract Molasses
  163. 163. CONDIMENTS Popular condiments – English Mustard Soybean Peanuts Corn White wine Mustard pwd. Milk Vinegar Cream Soybean Peanuts Corn Vinegar White wine It is preferred with poached fish, charcuterie and meat products.
  164. 164. CONDIMENTS Popular condiments – Cayenne Pepper Prepared by coarse grinding of dry cayenne peppers (a long thin variety of red peppers grown in South America and France). They tend to be long and hooked and terminate in a sharp point. These are traditionally used in Mexican and Italian cooking. They have little aroma, but are extremely hot to taste and are also used to flavor oil and vinegar. The red, mature pepper is hotter than the green.
  165. 165. CONDIMENTS Popular condiments – Grated Parmesan Cheese A dry, hard cheese from Italy made from skimmed or partially skimmed cows milk. It is dotted throughout with barely visible holes and is yellow in color. It has an exceptionally fine flavor, full but not pungent Parmesan can be enjoyed as a table cheese and served with meals. When grated, parmesan is the ultimate addition to pastas, tomato sauces, soups and warm, crusty French and Italian breads.
  166. 166. CONDIMENTS Popular condiments – Mango Chutney Made by cooking mangoes with sugar, spices and vinegar. A standard accompaniment to Indian food.
  167. 167. CONDIMENTS Popular condiments – Pickles An Indian condiment consisting of vegetables or fruit (or a mixture of both) preserved in spiced vinegar or oil. A standard accompaniment to Indian food.
  168. 168. CONDIMENTS Popular condiments – Tomato Ketchup A sweet and sour sauce made from tomato puree, vinegar, sugar, salt and spices (allspice, cloves, cinnamon). Onions, celery, and other spices are frequent additions. It is served with French fries, burgers, omelets, pizzas, etc. It is ready to use in several dishes or as a base for various sauces.
  169. 169. CONDIMENTS Popular condiments – Vinegar The word comes from the French vin meaning “wine” and aigre meaning “sour”. It is produced from many sugar-containing products and consists of a dilute solution of acetic acid. Grapes in France and Italy; malt in England; rice throughout Asia; and apples in North America. There is a wide variety of vinegars to choose from: apple-cider vinegar; balsamic vinegar; malt vinegar; rice vinegar; white distilled vinegar; wine vinegar. It is essential in making pickles, mustards, & vinaigrettes. It also lends flavor to sauces, marinades, salad dressings & savory dishes
  170. 170. CONDIMENTS Popular condiments – Soy Sauce The salty condiment is made from soy beans, wheat, water and salt. Soy sauce comes in light and dark varieties. All varieties are salty, earthy tasting brownish liquids. A basic condiment with Chinese and Japanese food, it is used sparingly to flavor dishes. It is used in stir-fried dishes, or to prepare marinades for meat or vegetables.
  171. 171. CONDIMENTS
  172. 172. Quiz
  173. 173. Round 1 Meal Plans
  174. 174. WHAT IS THE EUROPEAN PLAN?
  175. 175. ROOM ONLY EUROPEAN PLAN
  176. 176. WHAT IS THE AMERICAN PLAN?
  177. 177. ROOM LUNCH BREAK FAST DINNER AMERICAN PLAN
  178. 178. WHAT IS THE MODIFIED AMERICAN PLAN?
  179. 179. ROOM BREAKFAST LUNCH / DINNER MODIFIED AMERICAN PLAN
  180. 180. Round 2 Cheese
  181. 181. Name the types of CHEESE Soft Semi Hard Hard Blue Vein
  182. 182. What is Cheese? Cheese is a dairy product made from coagulated milk,cream or a mixture of these, drained in a mould, fermented and cooked. 1/3 rd Proteins 1/3 rd Fat 1/3 rd Water Cheese
  183. 183. What Accompanies Service of Cheese? Celery Radish Cruet Set Cheese Biscuits Cheese Knife Butter                                
  184. 184. ROUND 3 Condiments
  185. 185. Condiments Condire A substance such as a relish, vinegar, or spice, used to flavor or compliment food. A latin word – to preserve CONDIMENTS Where does the word come from?
  186. 186. <ul><li>Food substances used </li></ul><ul><ul><li>To heighten the natural flavors of foods </li></ul></ul><ul><ul><li>To stimulate the appetite </li></ul></ul><ul><ul><li>To aid digestion </li></ul></ul><ul><ul><li>To preserve certain products </li></ul></ul>CONDIMENTS What are condiments?
  187. 187. CONDIMENTS Popular condiments – Cayenne Pepper – Preparation & use? Prepared by coarse grinding of dry cayenne peppers (a long thin variety of red peppers grown in South America and France). They tend to be long and hooked and terminate in a sharp point. These are traditionally used in Mexican and Italian cooking. They have little aroma, but are extremely hot to taste and are also used to flavor oil and vinegar. The red, mature pepper is hotter than the green.
  188. 188. Buzzer Round
  189. 189. Spices, seasonings, sauces, fruit, or various cooked & uncooked preparations CONDIMENTS What do they include?
  190. 190. CONDIMENTS Popular condiments – HP Sauce , Ingredients and Use ? This sauce is an excellent accompaniment to all red meats, especially steaks. Vanilla Chicken Cheese Malt vinegar Tamarind Tomato extract Spices Wine vinegar Sugar Raisins Onion extract Salt Chicken Vanilla Cheese
  191. 191. Some months ( like October) have 31 days. Only February has precisely 28(except in a leap year). How many months have 30 days 11 months except February
  192. 192. Lets check our stress levels… <ul><li>The following picture was used in a case study on stress levels. Look at both dolphins jumping out of the water. Both dolphins are identical. The researchers concluded that a person is under stress if he/she finds both dolphins look different. If there are many differences found between both dolphins, it means that the person is experiencing a great amount of stress. So, if you see too many differences between the two dolphins, you are advised to pack your bags, go home immediately and get some rest. </li></ul>
  193. 194. Ceremony
  194. 196. Which side does the window face?
  195. 197. WHAT DO YOU SEE?
  196. 198. WHAT DO YOU SEE? Search The Web More Jokes Funny T-shirts Download Software Free Online Games Comics Screensaver More Funny Pictures Cool Gifts Funny Pranks Printer Ink Foreclosures Sexy Desktop Pictures                                         
  197. 199. WHAT DO YOU SEE?
  198. 200. PERCEPTION <ul><li>We have perceptions of Guest Service. </li></ul><ul><li>Different guests may perceive service differently! </li></ul><ul><li>This program will result in common understanding. </li></ul>

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