440 These are used for martinis and cocktails where the essence of the zest is necessary to complete the drink. • Orange twists. • Orange spirals. • Lime wedges are to be sliced so they can be put on rim of glass. Lemon half wheels: thicker than lemon wheels and should have a slice on the side so they can easily be put on the rim of glass. • Olives. Martinis should be garnished with 3 olives inside the cocktail. FROZEN DRINKS • Frozen drinks are to be made with the same recipes as their strained versions, but all ingredients are to be added to the blender with ½ scoop of small pieces of ice. • More than ½ scoop of ice will dilute the cocktail too much and thicken the drink. When a frozen cocktail is thickened with ice, it tends to quickly separate into slush and liquid. • Smoothies are to be served in rocks glasses. • Frozen cocktails are to be served in martini glasses. JUICES • NOTE: All juices need to be checked for freshness by sent, taste, and appearance during set-up and throughout the day. Do not hesitate to discard juice that does not seem completely fresh in any way. Juice containers are to be washed out prior to being replaced with fresh juice. • Lime juice and lemon juice are to be unsweetened. Each drink is sweetened on an individual basis. • Rose’s lime or other lime/lemon cordial is not to be used unless explicitly asked for. Instead, use fresh lime juice and simple syrup in accordance to the specific cocktail.
441 Coffee Coffee was first discovered in North Africa in Ethiopia. Brazil and Indonesia are famous Coffee producing countries. There are many types of Coffee. Only two are mostly traded commercially: ¾ Robusta: Represent 25 % of world production. Robusta Coffee beans contain about 30 to 40 % more caffeine than Arabica Beans. This makes them ideal for blending with Arabica and for use in Instant Coffees ¾ Arabica: They demand the highest prices on the world market.They are produced from cherries that are handpicked only when ripe and are prepared with care. Types of Coffee: ¾ Instant Coffee ¾ Café Americano ¾ Espresso ¾ Cappuccino ¾ Macchiato ¾ Ristretto ¾ Café Mocha ¾ Decaffeinated Coffee ¾ Flavoured Coffee ¾ Iced Coffee ¾ Liquer Coffee
442 Tea Tea is obtained from the leaves of an evergreen shrub which grows on the hill slopes. Only the bud and the two top leaves at the tip of soft young shoots are used .China, India and Sri Lanka are famous Tea producing countries. Types of Tea: ¾ Darjeeling Tea ¾ Green Tea ¾ English Breakfast Tea ¾ Earl Grey ¾ Herbal: Jasmine, Peppermint, Rosehip etc ¾ Flavoured: Strawberry, Mango , Lemon etc ¾ Iced Tea Cheese Cheese is made from the milk of cows and other mammals, including sheep, goats, buffalo, reindeer, camels, yaks, and mares. Cheese is one of the world’s oldest food products. More than 400 varieties of cheese exist, making it one of the most versatile foods in the world. Cheese comes in hundreds of different shapes, sizes, textures, flavors, and aromas and is used in as many different ways. Enjoyed with bread, crackers, and fruit, used as an ingredient in cooked foods, or grated on salads and pastas, cheese is a healthy component of cuisines all over the world. Types of Cheese: There are more than 400 different types of cheeses—with more than 2,000 different names—and several different ways to classify them. Sometimes cheeses are classified according to their ripening methods. Cheeses ripened by microbes added to the curds, such as Gorgonzola and Roquefort, are called interior-ripened cheeses. Cheeses ripened by the action of microbes rubbed on their surfaces, such as Brie and Camembert, are called surface-ripened cheeses. Cheeses is often grouped by their moisture content into fresh, soft, semi soft, hard, and very hard cheeses. Many of these classifications overlap because the texture of a cheese changes as it ages. Fresh cheeses, such as cottage cheese, are the
443 soft, moist curds that have been cut and drained of their whey but never cooked or ripened. Cottage cheese is simply drained, mixed with cream or milk, and seasoned. However, some fresh cheeses, such as cream cheese and ricotta, are lightly pressed or molded to improve their shape and consistency. Blue Creamy to crumbly cheese with a blue-veined ivory interior, usually made from sheep's or cow's milk. Sharp, salty flavor. Brick Creamy yellow cow's milk cheese; semi-soft with small holes. Mild to sharp flavor. Camembert Smooth, creamy yellow cow's milk cheese with edible white rind. Mild to pungent flavor. Cheddar Hard cow's milk cheese ranging from nearly white to bright orange in color. Mild to sharp in flavor depending upon aging. Cottage Cheese Soft, mild, white fresh cow's milk cheese. May be small, medium, or large curd. Cream Cheese Fresh, white cow's milk cheese. Soft and smooth texture. Mild, delicate flavor. Pasteurized/Processed cheese Blend of natural cheeses and emulsifying ingredients. Smooth texture that is easily melted or spread. Feta Crumbly white sheep or cow's milk cheese with a strong, salty flavor. Gorgonzola Creamy cow's milk cheese with green-veined ivory interior and a sharp, salty flavor. Gouda and Edam Creamy-textured cow's milk cheese with a nutty flavor. Red wax outer surface; yellow interior. Mozzarella Mild-flavored, white cheese originally made from buffalo's milk but now made from cow's milk. Comes in two styles: fresh or regular. Parmesan Hard cow's milk cheese with a granular texture and a straw-colored interior. Sharp, piquant flavor. Provolone Pale yellow cow's milk cheese with a smooth, elastic texture. Sharp, salty, sometimes smoky flavor. Ricotta Smooth, soft, white cow's milk cheese with a sweet flavor. Roquefort Creamy, blue-veined ivory sheep's milk cheese with a sharp, salty flavor.
444 Cigars Cigars are made in many parts of the world like Cuba, Java, Mexico Etc, but the best of them always seem o have been from Havana. Cigar has three components: Filler: The inner and the core part Binder: This holds the filler together Wrapper: The outer covering of a Cigar. Types of Cigars: Some Havana cigars are graded by the colour of the wrapper: ¾ Claro: Light ¾ Colorado: Darker ¾ Maduro:Rich and Very Dark Sizes of Cigars: ¾ Corona ¾ Half Corona ¾ Petit Corona ¾ Lonsdales ¾ Chrchills ¾ Panatelas Brands of Cigars: ¾ Romeo Y Juliet ¾ Punch ¾ Bolivar ¾ Hayo de Monterrey ¾ Monte Cristo
445 Beer Beer is made from cereal grains, usually barley, but also corn, rice, wheat, and oats. Beer is made using a process called fermentation, in which microscopic fungi called yeast consume sugars in the grain, converting them to alcohol and carbon dioxide gas. This chemical process typically produces beer with an alcohol content of 2 to 6 percent. Over 70 styles of beer are available today. Each style derives its unique characteristics from its ingredients and subtle differences in its brewing process. The two major categories of beer are ales and lagers, and the yeast used in fermentation determines the differences between the two. Ales are fermented with Saccharomyces cerevisiae at warm temperatures for short periods of time, typically a week. This yeast ferments in warmer temperatures to produce a fruity flavor that characterizes ale. Ales are aged, or conditioned, for one to three weeks. Ales should be served at room or cellar temperature—about 13° C (about 55° F). Lagers are usually drier, crisper, and less fruity in taste than ales. Lagers are fermented with Saccharomyces Carlsberginsis at cooler temperatures for longer periods up to two weeks, which encourages the flavor components in lagers to combine and mellow. Lagers are aged for up to 12 weeks. Lagers are best served chilled. Types of Beer: ¾ Ale ¾ Lager ¾ Stout ¾ Pilsner ¾ Bock ¾ Lambic Brands of beers: ¾ Heineken ¾ Tiger ¾ Budweiser ¾ Fosters ¾ Asahi ¾ Singha ¾ San Miguel ¾ Carlsberg ¾ Sol
446 All time Favorite Cocktails all over the World 1. Americano 37. Sex on the beach 2. Bacardi Cocktail 38. Sidecar 3. Bellini 39. Silk Stockings 4. Between the Sheets 40. Slippery Nipple 5. Black Russian 41. Spritzer 6. Black Velvet 42. Stinger 7. Bloody Mary 43. Tequila Sunrise 8. Blue Blazer 44. White Lady 9. Blue Hawaiian 45. Zombie. 10. Brandy Alexander 46. Acapulco 11. Brave Bull 47. Alabama Slammer 12. Bronx 13. Bucks Fizz 48. Beachcomber 14. Cuba Libre 49. Bermuda Cocktail. 15. Daiquiri (Variations, Normal or Frozen: Banana, Mango, Strawberry etc) 50. French Connection 16. Dry Martini (Variations: Extra Dry, Chocolate martini, Mango Martini etc) 51. Frisco Sour 17. Freddy Fudpucker 52. Gluhwein 18. Gibson 53. Golden Cadillac 19. Gimlet 54. Horse Neck 20. Harvey Wallbanger 55. Kir Royal 21. Irish Coffee 56. Midori Sour 22. Kir 57. Million Dollar Cocktail. 23. Mai Tai 58. Salty Dog 24. Manhattan 59. Sangrita 25. Margarita (Variations, Normal or Frozen: Mango, Banana, Strawberry etc) 60. Saketini 26. Mint Julep 61. Sazerac 27. Mojito 62. Tequini 28. Moscow Mule 63. Velvet Hammer 29. Negroni 64. Batida 30. Old Fashioned 65. Long Island iced Tea. 31. Orange Blossom 66. Singapore Sling. 32. Pina Colada 67. Amaretto Sour 33. Planters Punch 68. B52 34. Pousse Café 69. Tom Collins 35. Sangria 70. Gin Fizz 36. Screwdriver 71. Cooler 72. Egg Nog 73.Mulled Wine
447 Bar Sample Item List Martini dry Kahlua Martini rosso Crème de Cassis Campari Triple Sec Ricard Cherry Brandy Pimm's 1 Cognac Gin Bombay Sapphier Hennessy VSOP Gin gordon's Amagnac Vodka Smirnoff Still Water (Small) Vodka Absolut Still Water (Standard) Vodka Grey goose Still Water (Large) Vodka Stolichnaya Sparkling Water(Small) Rum Barcardi White Spakling Water (Standard) Rum Havana Light Bitter Lemon Rum Havana Gold Coca Cola Captain Morgan Diet Coke Tequila Jose Cuervo 7 Up J.W Red Lable Tonic J&B Rare Soda water Famous Grouse Ginger ale Glenfiddich Malt 12 years Orangina John Jamson Heineken Chivas Rigal 12 years Tiger Jack Daniel's Cigarette Light Galliano Cigarette Regular D.O.M Orange Juice Grand Marnier Pineapple Juice Southern Comfort Apple Juice Crème de cacao (white) Tomato Juice Crème de cacao (Brown) Mixed Fruit Juice Crème de menth (white) Mango Juice Wild Turkey Cream Jim Beam Milk Sambuca Worcestershire Sauce Amaretto Tabasco Sauce Bailey Salt Crème de Menth (green) Pepper Cointeau Sugar Sugar Syrup Lemon/Lime Juice Tea (Different Varieties) Coffee (Different Varieties)
448 OS & E Full plate Napkins Half Plate Slip Cloths Side Plate Serviettes Soup Bowl Boston Shaker Salad Bowl Normal Shaker Main Knife Wine opener Main Fork Can opener Starter Knife Wine stopper Starter Fork Champagne stopper Dessert Spoon Ice bucket and tong Pastry Fork Glass rimmers Tea Spoon Store & Pour Espresso Spoon Blender Side Knife Juicer Steak Knife Coffee/Tea & Espresso cups & Saucers and spoons Soup Spoon Bar Caddy Bread Basket Bar mats Wine Basket Room service trays Wine bucket with stand Beverage rounds. Butter Dish Carafe for hot tea and coffee Cruet set Plate cover Sauce Bowl Hot Cases Tea Cup and Saucer Tray and table cloths. Coffee Cup and Saucer Bread baskets Espresso Cup & Saucer Coffee pots Sugar Bowl Tea Pots Bud Vase Creamers Table cloths Water Jugs Toast Racks
449 FF & E Tables: Square(2 Seater and 4 Seater) and Rounds Work Surface Tables Chairs: With arms and Without Arms Cocktail Stations Coffee Machine Back Under Bar chillers Coffee Bean Grinder Glass Chillers Hot Water Urn Dishwashing Machine Coffee Urn Banquet Rectangular tables Wine Cooler Banquet Half moon tables Bottle cooler Banquet Round tables Ice Machine: Cubed and Crushed Ice Banquet Stage Juice Extractor Podium Glass washing Machine Microphone Room Service Trolleys and Hot Cases LCD projector and screen Side Stations Chaffing dishes Liquer Trolleys Soup Warmers Room Service Tray Rack Juice dispensers Beverage Store Racks Banquet Coffee/Tea Dispensers Wall mounted shelving
450 Linen Restaurant Table Cloths : Round, 2 seater, 4 seater, 6 Seater etc Guest Napkins Placemats Wiping Cloths for polishing Glass, Crockery and Cutlery Waiters Serviette for handling hot items, Serving Wine Frills for Buffet Tables Dusters to clean surfaces Gloves for Special Occassions In Room Dining Trolley cloths In Room Dining Tray Cloths Slip Cloth for Restaurant Tables Conference and Banquet Table Cloths
451 Glassware 1. High Ball Glass 2. Old Fashioned 3. Water Goblet 4. Cocktail Glass 5. Beer Mug
452 6. Margarita 7. Champagne Flute 8. Champagne Tulip 9. Champagne Saucer 10. Brandy Snifter
453 11. Sherry Glass 12. White Wine 13. Red Wine 14. Port Glass 15. Liqueur Glass
454 16. Irish Coffee 17. Shot Glass 18. Hurricane Glass 19. Latte Glass 20. Juice Glass
455 Conference and Banquet Set ups U Shape Conference
456 Hollow Square Classrom
457 Banquet Theater Crescent Moon
458 Sample Napkin Folding
459
460
461
462 A Day in the Life of Food and Beverage Manager 1. Head straight to the Breakfast area. 2. Check with Restaurant Manager: ¾ Staffing levels ¾ Station Plan ¾ Equipment Concerns 3. Inspect Restaurant: ¾ Cleanliness ¾ Check HACCP standards ¾ Presentation of buffet ¾ Availability ¾ Random checks of expiry dates (Yoghurt, Cereals) ¾ Coffee-Check quality and brew ¾ Table settings ¾ Mise en place ¾ Talk to staff ¾ Talk to guests. 4. Do kitchen walk through ¾ Sanitation ¾ Check with Chef ¾ Bins ¾ Operation of Refrigerators and Freezers 5. General property walks looking for the following: ¾ General state of Food & Beverage Infrastructure ¾ Check on shift closing duties from the previous days ¾ State of Furniture, fixture and Equipment. 6. Room service: ¾ Staffing Levels ¾ Floor Clearance schedules ¾ Number of Outstanding orders ¾ Amenities Requests ¾ Mise en place and equipment levels ¾ Grooming ¾ General quality control Check ¾ Talk to staff
463 7. Head to office 8. Check Night Managers Report 9. Check Food and Beverage Log Book. 10. Check Occupancy: Yesterday, Today and Tomorrow 11. Check Management Schedule 12. Review Banquet Schedule. 13. Check Food and Beverage Flash Report. 14. Check emails and respond. 15. Review guest comment cards and identify remedial action. 16. Check departmental HACCP standards. 17. Check departmental checklist. 18. Plan Day: ¾ Look at diary ¾ Look at list of to dos ¾ Re Priorities ¾ Schedule 19. Review Beverage requisition. 20. Spot check food orders. 21. Check revenue reports 22. Check sales Mixes. 23. Potential and actual cost of sales to check. 24. Review Beverage Consumption and Food Consumption (Occasionally) 25. Check Requisition Cost and check against the Budget (Occasionally) 26. Once per week check actual manning and schedule, projection.
464 27. Back of the house walkout ¾ General cleanliness of Kitchen ¾ Receiving area ¾ Crate and bottle store ¾ Ice house ¾ Food temperatures(Fridges/Freezers) ¾ Liquor stores ¾ Food Stores ¾ Communicate any concerns with Purchase Manager. 28. Assist with service of breakfast during peak period. 29. Food & Beverage Management Meeting: ¾ Review yesterday ¾ Go over coming events ¾ VIP Arrivals ¾ Special Requests ¾ Go over feedback-Identify remedial action ¾ Update ongoing engineering priority list ¾ E mail updated copy to Chief Engineer with a copy to the GM. 30. Once a Month: Schedule operating equipment stocktaking 31. Go to restaurant to check Lunch Service and proceed with all pre service checks. 32. Check with Restaurant Manager: ¾ Staffing levels ¾ Station plan ¾ Equipment concerns 33. Inspect Restaurant: ¾ Cleanliness ¾ Check HACCP Standards ¾ Presentation of Buffet ¾ Availability ¾ Check Coffee quality and brew ¾ Table Settings ¾ Mise en Place ¾ Talk to staff ¾ Talk to guests
465 34. Assist with service in the restaurant at peak service time, if necessary. 35. After Lunch service concentrate on administration and planning and review. This may include one or many of the following: ¾ Training: Attending or Conducting ¾ Review of any reports ¾ Menu Tasting ¾ Wine Tasting ¾ Review of Wine lists ¾ HACCP meeting with Sanitation Manager. ¾ Handling of disciplinary or performance concerns with managers /staff ¾ Interview prospective candidates for vacant positions ¾ Performance review ¾ Check e mail once again and respond. ¾ Review of Food & Beverage inventory levels. ¾ Compilation of group market list for China, Glassware and Beverage. ¾ Meet with Chef to review menu cycles, food quality, food production schedules and any other business. ¾ Review restaurant booking for the evening. ¾ Prepare Monthly Reports ¾ Prepare Budgets ¾ Review of work schedules and manpower levels. ¾ Submission of time sheets, review and checking of clock cards. ¾ Spot checks on the receiving of goods ¾ Inspection of Food & Beverage storage areas. 1. Go to restaurants operational for dinner and proceed with all pre-service checks. 2. Check with Restaurant Managers: ¾ Staffing levels ¾ Station levels ¾ Equipment concerns ¾ Reservations count ¾ Table allocations ¾ Menu Boards ¾ Lighting ¾ Background Music ¾ Freshness of flowers and plants. ¾ Buffet Labels ¾ Inspection of Restaurants & Bars ¾ Cleanliness ¾ Check HACCP standards
466 ¾ Presentation of buffet ¾ Availability ¾ Wines chilled ¾ Table settings ¾ Talk to staff ¾ Talk to guests. 3. Throughout the entire service period monitor service standards, performance of staff and general performance of all food & beverage outlets. 4. When departing property check all outlets and any specific instructions should be given to the Assistant or the Night Manager.
467 Managers Duties and Responsibilities 1. Controlling Labour cost and Turnover. 2. Maintaining and improving standards. 3. Increase Sales by developing a marketing plan, Market Research, Advertising, and Promotion. 4. Evaluating the strengths and weakness of the operation. 5. Setting and maintaining food hygiene and safety standards. 6. Controlling Stock. 7. Motivating Staff. 8. Improving Communications. 9. Staff Training. 10. Requisitions 11. Schedule Employees 12. Station Assignment. 13. Check Non available items and daily specials. 14. Conduct briefings. 15. Handle guest complaints. 16. Staff appraisals. 17. Check Maintenance issues. 18. Check daily inventories. 19. Do budgets. 20. Check the cleanliness of the outlets. 21. Check the revenue and average check.. 22. Check costs. 23. Frame reservation policy for restaurant. 24. Organize events and theme nights. 25. Check Breakages. 26. Follow specialized schemes like Happy Hours, Cross Outlet Gift Vouchers etc. 27. Have Weekly or monthly meetings with staff. 28. Have monthly intra department meetings between staffs of two departments to solve problems. 29. Promote cocktail of the day. 30. Formulate and maintain Standard Operating Procedures for all operational things. 31. Maintain Standard Recipes File. 32. Maintain Plating Guide Sheet. 33. Formulate well brands and call brands for the outlet. 34. Formulate Menus. 35. Formulate complimentary snacks. 36. Formulate Entertainment. 37. Do upsellig and cross selling teqniques.
468 Answers you should know before you take up a new Management position in Food and Beverage 1. How many outlets? 2. How many staff in the department: Outlet Mangers, Supervisors etc. 3. Hours of operation. 4. Number of covers of each outlet. 5. Budget: Sales Budget and Cost Budget. 6. Present Cost percentage for Food, Beverage & Tobacco. 7. Present Sales: Average Check, Average Covers. 8. Season and off season. 9. Type of clientele. 10. Work Procedure: Files, Forms & work flow. 11. Entertainment options in the Food & Beverage. 12. Special promotions: Happy Hours, Club Hour. 13. Capital Equipment and Brands 14. Small Equipment: Brands and Suppliers. 15. Par Stock Levels. 16. Theme nights. 17. Cigar and Tobacco. 18. Staffing Issues. 19. Disciplinary Procedure 20. Absenteeism Policy. 21. Multi Skilling. 22. Duty Rosters. 23. Requisitioning and Control Procedure. 24. Special things to guest-Pass around snacks, Snacks to regular guest. 25. Liquor Licenses including serving rules and timings etc. 26. Menus: Food, Drinks, Wine, Conferences, Banquets and Weddings. 27. Snacks for the bars 28. Overage and shortage policy 29. Complementarities you are entitled to give. 30. Supplier rates and policies. 31. Draught Beer Information. 32. Staff Training. 33. Restaurant & Bar Set ups. 34. Service Sequence. 35. Mini bar and mini bar procedures. 36. Guest History File. 37. Menu Engineering 38. Regular guest profiles. 39. Linen used and linen control procedures.
469 40. Maintenance issues. 41. Information on staff briefings, special responsibilities and inter departmental meetings. 42. Minutes of previous meetings. 43. Billing procedures. 44. Special Cleaning Procedures. 45. Staff uniforms. 46. Liquor store and its set up. 47. Cocktail of the day. 48. Marketing: Tent Cards, Gift Vouchers Etc.
470 Food and Beverage Promotions There are various Promotions which can be done in Food and Beverage Department which are listed below. Steps involved in making a Promotion: ¾ Activities List: An activities list details the activities scheduled for the mentioned month, with details of venues (in multi outlet hotels), Promotions, Dates and timings. It also explains about the pricing and details regarding the Cuisine, theme etc. ¾ Action Plan: Next important step is to make a detailed action plan for the Promotion mentioned During promotions in any Outlet of the Hotel, it’s always advised to promote internally in all the Outlets of the hotel, thereby reducing the promotional Costs. Staff should also polish and use their up selling skills, to increase sales and Average Check during Promotions. Information about the Promotion should also be passed around to Guests through Word of Mouth and when a guest comes to dine in that restaurant before the promotion, they should be informed about the upcoming promotion.
471 Activities List for the Month of January 2009 Date: To: From: Subject: OUTLET DATE PROGRAMME Lotus Restaurant 24 September to 7 October 2008 Japanese Sushi Promotion Lunch and Dinner Menu / Prices Lunch: $26.00 Dinner: $35.00 Mama Mia 1 – 30 September 2008 Lasagna Promotion Lunch and Dinner Menu/Prices Lunch: Dinner:
472 Promotions Action Plan From : To : Name of Promotion: Objective: Unique Selling Point: Dates: Meal Period: Pricing: Operating Hours: Proposed Menu: Description of Menu: Entertainment: Decoration: Sponsorship details:
473 Menu Printing: Food Tasting: Marketing: Sales Strategy: Approved by:
474 Various Promotions in Food and Beverage ¾ Food promotions: Specific to the Cuisine of a country or Region like Italian Food Promotion or Sicilian Food Promotion(Regional). ¾ Happy Hours Promotion for Drinks ¾ Oktoberfest ¾ Valentines Day ¾ Easter ¾ Thanksgiving ¾ Mothers Day/Fathers Day ¾ Halloween ¾ Beaujolais Noveau promotion ¾ Hi Tea ¾ Celebrity Chefs Promotion ¾ National Day and Regional Festivities Promotions Specific item Promotion , like Pizza Promotion, Barbecue Night Promotion ¾ Theme Nights Promotion: Ladies Night, Crew Night, Bankers Night ¾ Wine Tasting Promotion ¾ Chefs Master Class/ Cooking Class Promotion.
475 ¾ Set Menus Promotions ¾ Packages Promotions: Room price including Lunch/Dinner, Week End Break etc ¾ One for One Promotion ¾ Business Lunch Promotion ¾ Liquor Buffet Promotion ¾ Cocktails Promotion ¾ Sunday Brunch Promotion ¾ All Inclusive Promotion ¾ Degustation Menu Promotion ¾ Cognac and Cigar Package Promotion ¾ Flaring Bartender Promotion ¾ Celebrity Artist Promotion ¾ Christmas Day Lunch Promotion ¾ New Years Eve Promotion ¾ Beer Promotion ¾ Margarita/Martini/Tequila Promotion ¾ Wedding Packages Promotion
476 ¾ Conference Package Promotion. ¾ Credit Card Promotion ¾ Discounts, Dining Card and Points Promotion. ¾ Takeaway wine discount Promotion. ¾ Booster/Healthy Drinks Promotion ¾ Special Buffet Promotions: Sushi Buffet, Seafood Buffet etc. ¾ Signature Cocktails ¾ Signature Dishes ¾ Daily Specials ¾ Fresh Ingredients, like: Fresh Seafood etc ¾ Specific product: Australian Beef for Steaks, New Zealand Lamb etc ¾ Gourmet Specialties: Like Hotpot , Chocolate Fondant, Live Cooking, Teppanyaki,Lebenese Shawrma. ¾ Food promotions: Specific to the Cuisine of a country or Region like Italian Food Promotion or Sicilian Food Promotion(Regional). ¾ Happy Hours Promotion for Drinks ¾ Oktoberfest ¾ Valentines Day
477 BRAND STANDARDS: BREAKFAST Category: Breakfast Outlet: Date and Time: STANDARD MEET BELOW NA ARRIVAL/ SEATING STANDARDS 1 Was the guest greeted or acknowledged within 30 seconds upon entering the restaurant? 2 Was the guest greeted in a friendly and pleasant manner? 3 Did the host ascertain guest's name and use it during interactions? 4 Did host ask if smoking or non smoking was preferred (where applicable)? 5 Did host ask guest to follow him/ her to the table? 6 Did the host seat the guest within 1 minute of their arrival? 7 Did the host seat the guest at a fully laid table? 8 Did host offer chair assistance? 9 Did the host remove the covers if necessary? 10 Did the host present the menu in the case of an ala carte restaurant (n/a for buffet)? 11 Did host offer orientation to breakfast procedure (I.e. if the guest should help themselves to the buffet)? 12 In the case of a single diner, was reading material automatically offered? SERVICE STANDARDS 13 Did the waiter offer and serve coffee/ tea within 5 minutes of seating? 14 Were fruit juices offered within 3 minutes of seating? 15 When taking the order did the waiter exhibit good working knowledge of the menu and its ingredients? 16 Did the waiter take orders with the ladies first? 17 Did the waiter maintain eye contact with the guest who is ordering?
478 18 Did the waiter accommodate any reasonable off menu requests? 19 Did the waiter obtain full and complete orders (I.e. accompaniments with cooked breakfast)? 20 If toasted requested, did waiter ascertain guest's toast preference? 21 Was the breakfast order served within 10 minutes of order? 22 Was the guest advised if the plate was hot? BRAND STANDARDS : BREAKFAST Category: Outlet: Date and Time: STANDARD MEET BELOW NA 23 Was plate crested positioned in either the six o'clock or twelve positions accordingly? 24 Was order announced upon its presentation to ensure accuracy and guest satisfaction? 25 Was the order correct and complete? 26 Did waiter ascertain if the guest required any condiments (I.e. brown sauce, ketchup, ground pepper, etc)? 27 Were condiments served in appropriate containers (I.e. decanted from the bottles or miniatures, but not bottled)? 28 Did employee replace cutlery as required? 29 If guest leaves the table at any point, did the waiter neatly fold napkin for the guest's return? 30 Were dishes cleared within 4 minutes of all guests finishing their meals? 31 Was coffee/ tea replenished within 3 minutes of the cup being empty? 32 Did an employee visit the table to ascertain at any point if service was satisfactory? 33 Did waiter replace ashtray after two cigarettes had been extinguished (if applicable)? 34 Upon leaving the restaurant was the guest thanked/ bid farewell? ACCOUNTING - BILL PRESENTATION
479 35 Was the bill automatically provided (n/a if breakfast was included within the room rate)? 36 Was the bill presented in a clean bill fold/ tray with hotel pen? 37 Was the bill clearly itemized and correct? 38 Did waiter collect payment promptly (I.e. within 2 minutes)? 39 Did the waiter return the correct change? 40 If cash payment was receipt automatically offered (I.e. bill displays settlement by cash)? 41 If credit card payment did employee verify signature? THE EMPLOYEE 42 Did employee appear organized and work as a team? 43 Was the employee dressed in a clean, pressed and complete uniform? 44 Were employee's shoes of a corporate standard? BRAND STANDARDS : BREAKFAST Category: Outlet: Date and Time: STANDARD MEET BELOW NA 45 Did all employees wear name badges? 46 Was the employee well groomed? 47 Did the employee maintain eye contact with the guest? 48 Did the employee smile and exhibit a friendly manner? 49 Did the employee have a good working knowledge of the English language? 50 Did employees respect guest's presence when interacting with other colleagues? 51 Was employee attentive to the guest's needs at all times? PRODUCT - BUFFET (IF APPLICABLE) 52 Was the buffet attractive in presentation?
480 53 Was the buffet user friendly in design? 54 Was buffet clean and free of any debris (I.e. behind and on top)? 55 Were any unidentifiable food or beverage items clearly labeled? 56 Were labels clean and uniform in appearance? 57 Were all the dishes at least 1/3 full? 58 Was the appropriate crockery available? 59 In the case of a hot buffet, were warmed plates available? 60 Were serviette provided for the warm plates? 61 Were the appropriate service utensils clean and available? 62 Where toasters were provided, were they in good working order? 63 Was chef present behind the buffet at all times (I.e. if a working station was present)? 64 In the case of hot food did the chef present a clean warm plate with a serviette to the guest? 65 Did chef inform guest that the plate was hot? 66 Was the chef neatly presented in a clean and complete uniform? BRAND STANDARDS: BREAKFAST Category: Outlet: Date and Time: STANDARD MEET BELOW NA PRODUCT - MENU AND FOOD 67 Was the menu clean and in good repair if applicable? 68 Was the food presented in an appealing manner? 69 Was there a good selection of breakfast items available (I.e. fresh fruits, cereals, cold meats, egg dishes, etc)? 70 Did the food directly resemble its description from the restaurant menu?
481 71 Was the food fresh and of good flavor? 72 Was food served at the correct temperature? 73 Was the texture and color of the food acceptable? 74 Were portions of acceptable size? 75 Was the food cooked as requested? 76 Were orange/ grapefruit juice freshly squeezed? 77 Was coffee/ tea freshly brewed? 78 Were a minimum of three preserves offered or in the case of a buffet were three types available? PRODUCT - TABLE LAYOUT 79 Were all tables in the restaurant consistently laid up? 80 Was the tablecloth clean, pressed and free of any stains/ tears (if applicable)? 81 Was correct cutlery used for its intended purpose and was it clean and matching in pattern? 82 Was cutlery silver in the case of a formal restaurant and good quality stainless steel in the case of an informal restaurant? 83 Was crockery clean, unchipped and matching in pattern? 84 Was the glassware clean and free of debris? 85 Were placemats clean and free of debris? 86 Was butter provided (cut or packet) either on the table or at the buffet? 87 Was napkin cleaned, pressed and free of any stains/ tears? 88 Were salt and pepper cruets available and if so were they clean and full? BRAND STANDARDS : BREAKFAST Category: Outlet: Date and Time: STANDARD MEET BELOW NA
482 89 Did the sugar selection include white, brown and sweetener? 90 In the case of sugar cubes were sugar tongs/ spoons present? PRODUCT - PHYSICAL CONDITION OF RESTAURANT 91 Were newspapers available on request? 92 Was the carpet/ tiles free and clean of any stains or debris? 93 Were all light fixtures fully illuminated? 94 Were all walls clean and free of any chips, scuffs or marks? 95 Were all mirrors polished and free of any smudges? 96 Were all windows clean and free of any streaks or spots? 97 Were all table decorations attractive and well maintained? 98 Were side stations clean at all times? 99 Was the table steady? 100 Were the table/ chair legs free of any scuffs/ scratches and matching in color? 101 Was the chair upholstery clean, matching and in good repair? 102 Was restaurant free of any noise/ odor from the kitchen? TOTAL NUMBER OF STANDARDS: MEET BELOW N/A
483 World Food and Beverage Standards 1. Identify Guests by name if and when possible. (Maintain Eye Contact) 2. Acknowledge Guests immediately upon arrival 3. Phones are answered immediately with in a maximum of three rings 4. Upon Departure guests are thanked for their patronage. 5. Newspapers are available at Breakfast Outlets and offered to guests. 6. Table linen should be free of holes and stains 7. No chipped China, Glassware and bent or defective Cutlery to be used in Service. 8. Clean and Spotless Menus 9. Only Fresh Juice to be served when a guest order for juice unless specified. 10. All clearances and dirty dishes in the restaurant should not be insight of the guest. 11. Extra table settings are cleared once guests are seated 12. Water shall be served immediately after guests are seated and coffee or Tea for Breakfast and Bread and Butter at Lunch and Dinner 13. Ladies to be served first always. 14.All food and beverage to be served from the right and cleared from the right of the guest unless its Silver Service where dishes are served from the left of the guests and cleared from the right. 15. Present appropriate Cutlery prior to serving the dish 16. All items to table either to be carried on a tray or an underliner. 17. All hot food to be served hot on hot plates and all cold food to be chilled on Cold Plates. 18. Daily Specials are to be offered to Guests when menus are presented to them. 19. All menu items should be available at all times. 20. Explain about the Buffet if a Buffet meal is offered 21. Enquire with guest about meal satisfaction 22. Vacated tables near Guest Tables to be cleared immediately. 23. Always provide underlines for sauces or condiments that go on a table 24. Serve complimentary snacks with Drinks in a bar
484 25. All drinks in a bar to go with a Cocktail Napkin. 26. All staff to have knowledge of Food and Drinks Menu. 27. Pull out chairs and assist the guest in seating. 28. Lay napkin for them. 29. Top up Wine, Water and Coffee continuously. 30. Offer another drink when a glass is nearly 3/4th empty. 31. Offer more bread. 32. To double check the bill before giving it to a guest. 33. Give comment cards 34. Clear dirty plates and glasses from the table promptly without the guest asking for it. 35Clearance to be done promptly: not too fast or not too slow. Let all the guests on the table finish before approaching the table for clearance. 36. Always repeat order 37. Always try to take order from the right. 38. Always handle Glassware by the stem 39. Checks are always to be presented in a Check Folder. 40. Do not run or speak loudly in the outlet 41. Always Smile. 42. There should be at least one staff member in the restaurant when guests are present in the outlet 43. Ashtrays to be cleared when there is one Cigarette Butt. 44. There should always be Smoking and non Smoking Sections in the outlet (Depends on local laws). 45. Escort the guest to the table. 46. Straws to be offered to Children with their drinks and Drinks should be given in small glasses for them to lift and handle easily if they are very young. 47. Kids menu and portions to be available in all outlets. 48. Do not start laying up the restaurant for Breakfast when the Guests are still in the Restaurant. 49. All Staff to be aware of Events and Functions in other Outlets of the Hotel. 50. Table Settings in the Outlet to be laid neatly and in a symmetrical manner. 51. All Food and Beverage Service Stations and Service Equipment should be
485 cleaned at the completion of Function or Shift. 52. A pot of Hot Water to be offered with Tea. 53. All reasonable guest requests to be accommodated by the Kitchen Staff in a timely Manner. 54. Drinks to be served immediately following the order. 55. There should be a choice of House Wines by Glass. 56. Coffee/Tea orders to accompany Cookies. 57. Dessert Menu to be presented to guest after the main course. 58. Checks to be presented immediately when requested, with out delay. 59. Room Service to deliver orders with in quoted times and tables and trays from the guest room to be cleared as per guest request or if not mentioned in One Hour after delivering the order. 60. Music to be on at all times in the outlet and at appropriate levels. 61. Air conditioning/Heating to be On/Off and at right levels as per the situation. 62. All coffee/Tea to be piping hot. 63. When there is a guest complaint regarding Food or Drink, it should be taken away and an alternative offered. 64. Out of Menu items and requests to be checked with the Chef before promising a guest. Golden rules of service Guest service: 1. Open the door for guests and welcome when they arrive at the restaurant 2. Open the door for guests when leaving the restaurant and bid them farewell 3. Serve ladies first, then gentlemen and host last 4. Serve older ladies before younger ladies and older gentlemen before younger gentlemen 5. Never have your back to your Guests 6. Never blame your colleagues or other departments. 7. Never imply or tell the guest they are at fault 8. Never criticize or agree to criticism of the Hotel.
486 General: 1. Do not look at your watch in the restaurant 2If guest are non smokers –remove the ashtray 3. Change ashtrays before each course is served 4. Offer to light Guests Cigarettes 5. Pull chairs in and out for ladies and for gentleman if possible. Food Service: 1. When a guest leaves the table, refolds their napkin and place on right hand side of the setting. 2. Remove cutlery and crockery if guests do not require it-Use a cover plate. 3. Once main course has been cleared, clear-side plate, butter dish and cruet set. Beverage: 1. Glasses must always be carried on a tray 2. Trays to be carried horizontally at all times even when empty 3. Replace water glasses only when the guests are nearly finished-always ask the guests if they would like some more, do not just refill. 4. Serve and clear all beverages from the right hand side. 5. Present wine and open in front of guest. 6. Open the cap of a can or bottle (Soft drinks, Beers) in front of Guest. Breakfast: 1. Set tea cups upside down and turn over when guest sit. 2. Face jam labels outward, ensure seal is not broken. 3. Pour Tea and Coffee for the guest.
487 Popular Food Items on the Menu across the World ¾ Beef Steaks: Tenderloin, Rib Eye etc ¾ Lamb Shanks ¾ Calamari ¾ Ceasar Salad ¾ Nasi Goreng ¾ Sushi ¾ Sashimi ¾ Chicken Curry ¾ Pasta: Spaghetti, Lasagna, Tagliatelle ¾ Enchiladas ¾ Tortillas ¾ Pizza ¾ Burgers ¾ Club Sandwich ¾ Gazpacho ¾ Satay ¾ Rijsttafel ¾ Smoked Salmon ¾ Tom Yam Soup ¾ Thai Red Curry/Green Curry ¾ Teppanyaki ¾ Cous Cous ¾ Crab ¾ Lobster ¾ Shawarma ¾ Green Salad/Garden Salad
488 ¾ Greek Salad ¾ Hummus ¾ Tapas ¾ Antipasti ¾ Hotpot ¾ Spring Rolls ¾ Risotto ¾ Noodles ¾ Tabouleh ¾ Tagine ¾ Seafood Platter ¾ Mussels ¾ Shrimps/Prawns ¾ Fish and Chips ¾ French Fries ¾ Chicken Nuggets ¾ Pok Chops ¾ Crème Caramel ¾ Tiramisu ¾ Fruit Salad ¾ Panna Cotta ¾ Fried Rice ¾ Tomato Soup ¾ Skewers/Kebabs ¾ Pate/Terrine ¾ Cheese Platter ¾ Paella
489 Inventories Inventory or inventory control can be in various forms: Operating Equipment Inventory, Food Inventory and Beverage Inventory. Inventory can be done daily, weekly or monthly, based on the organization. It usually happens at the end of each month in most hotels. But inventory within a department can take place based on the decision of the department head, which is known as internal inventory, which usually happens in the bar in the form of liquor inventory taken by the bartender daily. Inventory is done in the operational departments like restaurants, bars, kitchen and in stores. This is done to known exactly the current status of items and to note any variances. Below listed are some guidelines for inventory control. Operational equipment inventory is usually taken by the Stewarding Department and Accounts and the Food and Liquor Inventory taken by Food and Beverage Controls. OPERATING EQUIPMENT INVENTORY 1. Kitchen Stewarding is responsible for maintaining, circulating, cleaning, and replenishing all operating equipment (except table linen), including kitchen utensils. 2. Kitchen Stewarding should be able to identify all operating equipment by name, know what is in circulation, and how many are in storeroom. 3. Conduct a monthly operating equipment inventory, indicating last inventory's quantities, new purchases, and losses. 4. Display a board containing a sample of each type of china, flatware, and glassware in the kitchen, its name and price value. This should make everyone in