Food and Beverage Operations - Unit 1

TDH 212
CHAPTER 1
BEVERAGE OPERATIONS
RESTAURANT SERVICE
OPERATIONS
PREPARED BY:
NORHASIMAH BINTI HAMIM
SCHOOL OF HOTEL MANAGEMENT
FACULTY OF HOSPITALITY AND TOURISM
MANAGEMENT

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CHAPTER 01: Restaurant Service Operations
LEARNING OUTCOMES
At the end of this chapter, students will be able to:
 Define the meaning of service
 Identify and explain basic restaurant service operations
 Discuss on the standard of procedures often applied in restaurant
operations
 Distinguish the criteria between the different types of restaurant
service style

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TOPIC OUTLINES
Introduction
1.1 Restaurant Service Operations
1.1.1 Restaurant service
1.1.2 People in food service
1.2 Restaurant SOP
1.2.1 Telephone courtesy
1.2.2 Taking reservations
1.2.3 Tipping policies
1.2.4. Handling complaints
1.3 Style of Restaurant Service
1.3.1 American service
1.3.2 French service
1.3.3 Russian service
1.3.4 English service
1.3.5 Buffet service

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INTRODUCTION

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Service definition:
 A type of economic activity that is intangible,
is not stored and does not result in
ownership.
 A service is consumed at the point of sale.
 Examples of services include the transfer of
goods, such as foodservice delivery, and the
use of expertise or experience, such as a
person visiting a hotel/restaurant.

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 Various types of restaurant fall
into several industry classifications
based upon menu style,
preparation methods and pricing.
 Historically, restaurant referred
only to places that provided tables
where one sat down to eat the
meal, typically served by a waiter.
1.1.1 Restaurant Service

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Types:
 Fast food
Fast food restaurants emphasize speed of service.
 Fast casual
Fast casual restaurants usually do not offer full table service, but may offer
non-disposable plates and cutlery.
 Casual dining
A casual dining restaurant is a restaurant that serves moderately-priced
food in a casual atmosphere.
 Family style
Family style restaurants are a type of casual dining restaurants where food
is often served on platters and the diners serve themselves.[
 Fine dining
Fine dining restaurants are full service restaurants with specific dedicated
meal courses.

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Variations:
 Most of these establishments can
be considered subtypes of fast
casual dining restaurants or
casual dining restaurants.
Brasserie and bistro
Buffet and smörgåsbord
Café
Cafeteria
self-service restaurant.
Coffeehouse
Destination restaurant
Tabletop cooking
Mongolian barbecue
Teppanyaki-style

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1.1.2 Foodservice personnel

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Restaurant Organizational Chart:

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Food and beverage Manager
 Ensuring that the required profits margin are
achieved for each food and beverage service
area in each financial period
 Updating and compiling new products according to availability of stocks,
current trends and customer needs.
Restaurant Manager/ Supervisor
 Has overall responsibility for the
organization and administration of particular
food and beverage service areas.
 They may include the lounges, floors, grill rooms, restaurant or private
banquet suites.
Restaurant Personnel Tasks and Responsibilities:

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Reception Head Waiter
 Accepting bookings and for keeping
the booking diary up to date.
 Reserve tables and allocate these reservations to particular stations.
 Greets the guests on arrival and takes them to table and seats them.
Head Waiter/ Maitre D’Hotel/ Supervisor
 Overall charge of the sales team and is
responsible for seeing that all duties
necessary for the preparation for service are
efficiently carried out
 Will help the reception head waiter and take order if the station waiter is
busy.

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Station head waiter
 Overall responsibility for a team or staff
serving a set number of tables, which could
be anything four to eight in number from one sideboards. The set of tables
under the station head waiter control is called station.
Station waiter( Chef de rang)
 Must be able to carry out the same work
as the station head waiter and relieve him/her
on days off.
 Work together with station head waiter as a team to provide and efficient
and speedy service.
Assistant Station Waiter ( Demi Chef De Rang)
 This post usually found in Europe.
 Is next seniority to the chef de rang and assists where necessary.

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Waiter/ Commis De Rang
 Acts by instructions chef de rang.
 Mise en place or pre preparation
 Serve food/ drinks to customers
 Clearing plates

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1.2 Restaurant SOP

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1.2 Restaurant SOP
Phone Etiquette.
 The person who answers the phone is every bit important as that of the Captain
of the restaurant.
 The very first thing a reservationists / hostess can do to make a guest feel
welcome is to answer the phone within the FIRST THREE RINGS.
 Every restaurant should have a standard greeting for anyone who answers the
phone, stating the;
THE TIME OF DAY
THE NAME OF THE RESTAURANT
THE PERSON’S NAME.
E;g Good Morning, KLMU DINING ROOM, Ahmad speaking, How may I
help you?
1.2.1 Telephone courtesy

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1.2 Restaurant SOP
 The reservation procedure should be standardized to eliminate confusion and
overlooked items. When taking reservation, below are the list that must be
taken;
Date and Time.
Number of pax
Smoking or Non-smoking
Name and Telephone number
Special Request (Remarks
Date and Time of Reservation taken
and the Reservationists Name
1.2.2 Taking the Reservation.

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1.2 Restaurant SOP
 Guidelines for Tipping:
Tip on the pre-tax amount of the bill, not on the total.
Tip discreetly. Tipping is a private matter, so don't play the big spender
who likes to flash bills.
Money is the tip of choice in most cases, but sometimes a small gift,
usually given during the holidays, can be substituted.
1.2.3 Tipping etiquette

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1.2 Restaurant SOP
 Step 1- Focus your complete attention on the
unhappy customer and allow him to express his
complaint without interruption.
 Step 2 - Apologize to the customer for the problem,
empathize with his situation and assure him you will
act immediately to address his complaint.
 Step 3 - Ask the customer what you can do to resolve
the problem. At a minimum, volunteer to replace cold
food or a mistaken order immediately and make sure
the kitchen staff understands the urgency of the situation.
 Step 4 - Make extra efforts to mend the situation. Offer a discount off that day's
meal or a certificate for a future meal at the restaurant.
 Step 5 - Learn from the situation.
1.2.4 Handling complaints.

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1.3 Style of Restaurant Services
 The mood of food service employed by an
establishment will depend on a number of
interrelated factors:
The type of establishment
The type of associated food production
methods
The type of customer
The availability of staff and their skills
The space available
The cost and profit targets of the
establishment

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 The food is served into the guest's
plate in the kitchen itself and
brought to the guest.
 The portion is predetermined by
the kitchen.
1.3.1 American/Plated Service

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 A dish comes partially prepared
from the kitchen to be completed
in the restaurant by the waiter or,
when a complete meal is cooked
at the table-side in the restaurant.
 The cooking is done on a
gueridon trolley.
 The waiter plays a prominent part,
as he is required to fillet, carve,
flambé.
1.3.2 French/Gueridon Service

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 Display and presentation are a
major part of this service.
 The principle involved is to have
whole joints, poultry, game and
fish elaborately dressed and
garnished, presented to guests
and carved and portioned by the
waiter.
 Silver ware is usually used
1.3.3 Russian/Silver/Platter Service

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 Dishes will be placed in the middle
of the table and the guests will
help themselves.
 It can be course by course or all
dishes is placed at the same time.
 More casual and simply applicable
in functions or casual dining
 Lazy Susan is used as a center
1.3.4 English/Family Service

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 A buffet is a system of serving
meals in which food is placed in a
public area and diners generally
serve themselves.
 It is a popular method for feeding
a large number of people with
minimal staff.
 Buffets are offered at various
places including hotels and many
social events.
1.3.5 Buffet

Food and Beverage Operations - Unit 1

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