This document provides an overview of training for hotel food and beverage service employees. It discusses the key attributes, attitudes, and etiquettes expected of food and beverage staff, including product knowledge, local knowledge, personality, attitude towards customers, memory, honesty, punctuality, sales ability, and team contribution. It also covers preparing the food and beverage outlet, identifying individual responsibilities, understanding upcoming sessions, checking and cleaning areas, processing reservations, different styles of service, setting and dressing tables, final checks, reporting problems, and welcoming, seating, and taking orders from guests.

1. Training for Hotel Employees

2. Food and Beverage Service Department
Training
Attributes, Attitude and Etiquettes of F&B Personal
• Every Industry has its own set of requirement from
professionals working with it.
• Service Industry, especially hotel requires their staff
to possess certain attributes that are prerequisite to
perform well.
• Food & beverage professionals are expected to
build upon special attributes.

9. sufficient knowledge and serving
procedure of all the items on the menu
Product Knowledge

10. Able to advise the guest on the various forms
of services offered
Local Knowledge

11. Staff must be courteous and good temper.
Pleasing and well-spoken manner
Personality

12. Positive attitude all the time and should be able
to anticipate the customer’s need and wishes
Who is paying your salary ??????????
Attitude To Customers

13. It may help you to know the
likes and dislikes of
customers: where they like to
sit in the food service area,
what are their favorite drinks.
Good Memory

14. Trust and respect that
encourages efficiency and a
good team spirit among the
operators.
Honesty

15. Punctuality is all-important.
Punctuality

16. Able to contribute to personal selling and
merchandising
Sales Ability

17. Above all, staff should be able to work as part
of a team within and between departments.
Contribution To The Team

18. Have A Good Grooming

19. Save Your Money

20. Preparing Food & Beverage Outlet
The preparation of a restaurant is vital for the efficient
and successful running of any meal shift.
Things need to be:
 Checked
 Stocked
 Cleaned
 Positioned
Slide 20

21. Identify Individual Responsibilities
Understanding your role
The basis of doing any job properly is knowing what is
required of you, regardless of industry or position.
How can you find out what you are expected to do:
 In your role?
 For an upcoming shift?
Slide 21

22. Understand Upcoming Session
Checking menu for the session
 Soup of the day
 Specials of the day
 Vegetables of the day
 Dessert of the day
 Specific constraints on this individual upcoming
session
 Out of stock items
Slide 22

23. Understand Upcoming Session
Reservations
 Number of guests
 Size of bookings
 Customer’s arrival time
 Special requests
 Needs of guests
Slide 23

24. Checking & Cleaning Restaurant
Area
Areas to check for cleanliness may include:
 Furniture – tables and chairs
 Wall hangings – pictures or displays
 Fixtures – light fittings and door knobs
 Plants – indoor plants and pots
 Operating equipment
Slide 24

25. Checking & Cleaning Restaurant Area
Areas to check for cleanliness may include:
 Glass – windows, panels and doors
 Floor – carpet and tiled areas
 Work stations – waiter’s sideboard
 Menu stands and Hostess stand
 Toilets – rest areas
 Buffet line
 Bar
Slide 25

26. Checking And Cleaning Customer
Facilities
Other areas to check
 Waiting area/foyer
 Restrooms
 Smoking areas
 External areas
Slide 26

27. Process Incoming Reservations
Reservation information to confirm
 Status of the reservation – confirmed or cancelled
 Name of booking
 Number of pax
 Expected time of arrival
 Any special requests
 Confirm existing requests
Slide 27

28. Styles Of Service
There are many styles of service that require different
settings.
 What styles of service do you know?
 How are table settings influenced?
Slide 28

29. Styles Of Service
Plated Service
Kitchen plates all the food and the waiting staff carry
the plated food to the table.
The benefits of plated service are:
 Consistency of meals
 Fast service
 Portion control
Slide 29

30. Styles Of Service
Silver Service
Food items are prepared and carved or separated into
individual portions and placed on platters by kitchen staff.
Waiting staff use spoons and forks to serve food from
service platters
The benefits of silver service are:
 Adds a dimension of ‘entertainment and
sophistication’
 Customers can have greater choice
Slide 30

31. Styles Of Service
Semi-silver Service
The meat component of the dish is plated and served,
and the vegetables are silver served
The benefits of semi-silver service are:
 It increases options for customer
 It is a more time efficient use of silver service
Slide 31

32. Styles Of Service
Gueridon Service
Food is prepared or cooked at the table and served using
full silver service techniques.
The benefits of gueridon service are:
 It is a form of entertainment
 It is interactive
 It allows customers to see the cooking process
 Meals can be prepared to customers’ exact specifications
Slide 32

33. Styles Of Service
Buffet Service
 Food is prepared in kitchens in large quantities and
then placed on a buffet or display table
 In most buffet situations guests serve themselves
and select the items and quantities they desire
Slide 33

34. Styles Of Service
Cocktail Service
 This style of service is very popular, either as a
prelude to a dinner or as a stand alone function in
its own right
 Waiters providing a range of finger foods and
beverage to customers in a stand up function
Slide 34

35. Set And Dress Tables
One of the most important steps when setting up for
service is to ensure that the tables are set up to meet
the requirements of the upcoming session.
 What are the objectives when setting and dressing
a table?
 What needs to be set up?
 What preparation tasks are to done?
 How do you ‘dress’ a table?
Slide 35

36. Final Check
Final confirmations
As part of the final check a final confirmation of the
following may take place:
 Bookings
 Special requests
 Seating plan
 Station allocations
Slide 36

37. Reporting Problems
Common recurring problems
 A piece of equipment keeps failing
 Faulty refrigeration
 Running out of crockery, cutlery or glasses
 Always running out of forms or pens
 Circuit breakers constantly tripping
 Faulty air conditioning
 Production delays
 Miscommunication between customers & staff
Slide 37

38. Welcoming Guests
You never get a second chance to make a good first
impression
 What is a good way to welcome customers to a food
and beverage establishment?
Slide 38

39. Escort And Seat Customers
 “Follow me”
 Walk at a comfortable pace
 Acknowledge any dangers
 Pull out chairs
 Push in chairs
 Ensure adequate seating
 Remove excess chairs
 Lap napkins
 Communication
Slide 39

40. Present Menus
 Ensure there are adequate menus for everyone to
read
 Provide menus suitable for the customers:
 Different languages
 Children’s menus
 Distribute menus to the guests from
their right-hand side
 Leave the wine list with the host or place in the centre
of the table
Slide 40

41. Offering Advice and Information
Most customers who visit a food and beverage
establishment will not have the same level of
knowledge about the menu offering as staff.
Therefore they may not be aware of:
 What is available
 Which ones are the specialty items
 What promotions exist
Slide 41

42. Offering Advice And Information
Giving information on food
• Ingredients in dishes
• Cooking/preparation times
• Whether things like sugar and flour
are present in dishes
• Serve sizes
• Whether items are fresh, frozen, canned, etc
• Why a certain dish has the name it does
• What different cooking styles mean
• Menu and cooking terminology
Slide 42

43. Taking Orders
Guidelines for taking the order
 Record special requirements:
• Sauces
• Temperatures
• Extras / exclusions
 Separate courses
 Repeat order
Slide 43

44. Adjusting Settings
Process for adjusting covers
 Identify what needs to be removed from each cover
 Identify what needs to be added to each cover
 Obtain the necessary items
 Load them onto a clothed service plate
 Carry the clothed plate with all the
required cutlery to the table
 On arrival at the table, begin adjusting the cutlery by
starting at the Number One guest, working clockwise
 Always handle cutlery by the handles
Slide 44

45. Serving Food and Beverage
Items
Collect food selections
When collecting food ensure:
• Correct food
• Correct temperature
• Correct requests
• Clean plate
• Service cutlery
• Garnishes and condiments
• Correct side dishes
• All meals to the table are taken at the same time
Slide 45

46. Checking Satisfaction
Check Customer Satisfaction
Conduct ‘The 3 minute check’
 Ensure meals are alright
 Replenish condiments
 Providing additional items
 Clear unused items
Slide 46

47. Clearing Food and Beverage Items
Clear Tables
 What is the sign that a guest has finished their
meal?
 Before clearing, ask if they have finished
 Clear the table together
 Remove any unused items
 How do you clear plates?
Slide 47

48. Serving Beverage Items
Collect beverage selections
When collecting drinks ensure:
 Correct drink
 Correct glassware
 Garnishes
 Glasses have right amount of liquid
 Drinks are not flat (if required to be carbonated)
 Correct straws
Slide 48

49. Prepare Customer Accounts
Guidelines for preparing accounts:
 Understand operations and equipment
 Produce supporting documentation
 Post charges accurately and promptly
 Keep accounts updated
 Process when required
Ensure:
 Prompt processing
 Accuracy
Slide 49

50. 4/12/2023
BASIC BEVERAGE
KNOWLADGE

51. Beverages are potable drinks which have
 Thirst-quenching,
 Refreshing,
 Stimulating and
 Nourishing qualities.
4/12/2023 BY ABIY K
An Introduction

52.  A beverage is a liquid formulation specifically prepared
for human consumption.
 The word “Beverage” has been derived from the Latin
word “bever” meaning `rest from work`.
 After work, one tends to feel thirsty due to fluid loss
through perspiration and one is inclined to drink water
or other potable beverages to compensate fluid loss.
4/12/2023 BY ABIY K
An Introduction

53. ALCOHOL
WINE BEER
CARBONATE
D
SPIRITS
NON
CARBONATED
BEVERAGE MAIN CHART
4/12/2023 BY ABIY K

54. ALCOHOLIC BEVERAGE
Definition:
• Is a drink containing
ethanol, commonly known
as alcohol
Ethanol
• Ethanol:
• Obtained by fermented
sugar containing juicy
material C2H6O
4/12/2023 BY ABIY K

55. Distillation & Fermentation
Distillation
The method of separating
a mixture into its
component parts by use of
the difference in their
boiling points
Use heat as agent
Fermentation
Fermentation is the
conversion of a
carbohydrate such as
sugar into an acid or an
alcohol
Use yeast as agent
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56. .
Yeast
.
Sugar
.
Temperature
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If there is absence of any one of these, fermentation will
not take place.
Examples of fermented beverage are
 WINE
 CIDER
 PERRY

57. Distillation & Fermentation
DISTILLATIONS FERMENTATION
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58. WINE
“
4/12/2023 BY ABIY K

59. DEFINATION
• Definition of wines; wine is an alcoholic beverage
obtained from the fermentation of the juice of
freshly gathered grapes.
• Fermentation is conducted in the district of origin
according to local customs and traditions.
4/12/2023 BY ABIY K

60. Wine Growing Countries
Only a relatively small area of the world is wine producing
- (grapes will only provide juice of quality necessary for
conversion in to drinkable wine where two climatic
conditions prevail.
1. There must be enough sun to ripen
2. The winter must be moderate.
This climatic condition prevails in to two main wine
producing zones.
4/12/2023 BY ABIY K

61. Wine Growing Countries
• Which lie between latitudes 50 and 30 north and south
of the equator.
• The quarters of world's wine is produced in Europe, Just
under half in EU.
• France and Italy produce the most wine.
• With Italy being the largest producer.
• Next in order comes the former.
4/12/2023 BY ABIY K

62. The Grape
The stalk/ stem are removed while making
wine and its called destemming. High tannins
The skin is the most important part. Lots
of tannins and adds to the color of the
wine.
Seeds have a high amount
of tannin and are removed.
They are also called pips
The Pulp is the liquid center that is made up of mostly
water as well as sugars and acids. The color of the
pulp of most grapes is actually grey
4/12/2023
BY ABIY K

63. Grape Varieties
WHITES
Chardonnay
Chenin Blanc
Colombard
Gewürztraminer
Muscat
Pinot Blanc
Pinot Gris
Riesling
Sauvignon Blanc
Semillon
REDS
Cabernet Franc
Cabernet Sauvignon
Carignan
Gamay
Grenache
Merlot
Petite Sirah
Pinot Noir
Sangiovese
Syrah
Zinfandel
4/12/2023
BY ABIY K

64. Types Wines
Wines
Table
Red
Dry
Sweet
White Rose
Sparkling
White
Dry
Sweet
Pink
Fortified
Red
Dry
Sweet
white
Aromatized
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65. WINE CLASSIFICATIONS
Still or Natural Wine
Aromatic Wine
Fortified Wine
Sparkling Wine
4/12/2023 BY ABIY K

66. Also known as table wine
Red wines are pressed AFTER the
fermentation;
White wines are pressed BEFORE
fermentation
Rosé wines are pressed AFTER
fermentation;
grape skins are fermented for A
SHORTER PERIOD leaving the
pinkish hue/color
Still or Natural Wine
4/12/2023 BY ABIY K

67. RED WINE BRANDS
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68. ROSE WINE BRANDS
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69. WHITE WINE BRAND
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70. Aromatic Wine
Made the same way as
natural wines but
during fermentation,
AROMATICS (herbs &
spices) are ADDED
Usually served as an
APERITIF or before
meals
VERMOUTH DUBBONET
4/12/2023
BY ABIY K

71. Fortified Wine
Wines are made stronger,
fortified by adding BRANDY
to INCREASE the alcohol
content.
Also labeled as DESSERT
WINES because they are
typically sweet, rich and
heavy.
4/12/2023 BY ABIY K

72. MADEIRA –is named for its birthplace,
an island of the coast of Africa.
MARSALA –is Italy’s answer to Sherry
and Madeira.
PORT – Is a sweet fortified wine from
Portugal.
SHERRY – This is a fortified Spanish
wine.
Example of Fortified Wine
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BY ABIY K

73. Fortified Wine
still
wine
brandy
fortified
wine
4/12/2023 BY ABIY K

74. Sparkling Wine
Made sparkling by having a
second fermentation inside
the bottled or sealed
container
All Champagnes are
sparkling wines but not all
sparkling wines are
Champagnes

75. Sparkling Wine
BRUT
the driest sparkling wines
EXTRA DRY
less dry sparkling wines
SEC
more sweet sparkling wines
DEMI-SEC
the sweetest sparkling wines
4/12/2023 BY ABIY K

76. Champagne
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77. 4/12/2023 BY ABIY K
Champagne

78. The label on a bottle of wine can give a lot of information about the
wine.
The language used will normally be that of the country of origin.
The information always includes.
1. The country where the wine was make
2. Alcoholic strength (% vol.)
3. The content in litters, cc or ml
4. Name and address of trademark of the supplier.
4/12/2023 BY ABIY K
Reading A Wine Label

79. 4/12/2023 BY ABIY K

80. 4/12/2023 BY ABIY K

81. National Research and Consultancy Institute
(NRCI)