Task for Katherine Zagoruyko
1. Make the dictionary to the text.
2. Find illustrations to the text.
3. Find video to the text.
Basic Etiquette for Restaurant Staff
The hotel and restaurant business is an admixture of showmanship, diplomacy and" sociability. All front line personnel are required to have an ability to communicate effectively coupled with certain manners and the etiquette associated with genteelness. The etiquette that a waiter exhibits in a restaurant should comprise the following:
1. Attend to guests as soon as they enter the restaurant.
2. Assist guests to remove warm, heavy coats in winter and help put them on when they leave.
3. Wish guests the time of the day and welcome them to the restaurant.
4. Preferably address them by their name which requires remembering .them.
5. Be polite to guests.
6. Help to seat ladies.
7. Provide extra cushions or special chairs for children.
8. When speaking to a guest, do not interrupt him if he is speaking to another guest.
9. Do not overhear conversation.
10. Avoid mannerisms such as touching hair or nose picking, etc.
11. Stand erect at all times. A gentle bow at the time of service is permissible.
12. Remember a guest's special dish and remind him that you know it. Ascertain whether he would like to order it again.
13. Be attentive to guest calls.
14. Talk softly.
15. Strike a match to enable a guest to light his cigarette.
2. Avoid arguing with service staff and guests in the restaurant.
3. Carry pencils in the pockets and not behind ears or clipped in front of the jacket.
4. Desist from chewing gum or beetle nut.
5. Present the bill/check to the host discreetly in order to avoid embarrassing him.
6. Avoid soliciting for tips.
7. Remove tips after the guest has left.
8. Enter and leave the restaurant through the service door only
Training Methodology The trainer should observe etiquette during actual service and point out
1. Make the dictionary to the text.
2. Find illustrations to the text.
3. Find video to the text.
Lesson 3
Knowledge of other Departments
A restaurant depends largely on certain departments for effective functioning. Smooth coordination is important. A manager must be fully aware of the role of each coordinating department.
Though most departments mentioned below are applicable to a hotel, individual restaurants may also find some useful tips.
Kitchen department
The kitchen is the place where food is prepared. While larger kitchens may have distinctly different sections to deal with various aspects of food preparation, smaller kitchens may have different functions done by a single person. The main sections in a large kitchen are:
Butcher Shop Here raw meats are cut from wholesale cuts and carcasses into smaller portions of given weight so that they are ready to be cooked.
Garde Manger The section where cold dishes such as hors d'oeuvres, cold meat platters, salads, galantines, pates are made.
Pantry Source for sandwiches, fruit platters, juices and shakes.
Bake and Confectionary The section which prepares breads, bread-rolls, croissants, brioches, cakes, pastries, muffins, cookies, ice-creams.
Hot Range The main cooking range where all hot dishes are prepared.
Grill For all grilled items like steaks, fish, chops, etc.
Vegetable preparation Here all raw vegetables are cut into smaller presentable portions.
Still Room Tea and coffee are brewed here. A still is a chamber in which water is continuously boiling. For tea service a waiter may fill the teapot with tea leaves according to portions required and fill the pot with boiling water from the still. For a quick turnover of tea, the still may brew tea continuously, at low temperatures. The same applies to coffee service where ground coffee is brewed and instant coffee is placed in coffee pots to which water is added.
Kitchen Stewarding department
This department primarily controls the storage and issue of cutle or Wash-up Area crockery, holloware, chinaware and glassware to the restaurants a kitchens. The waiter would have to get his supplies of the above ite: from this department. The department is also responsible for washi soiled serviceware and subsequently furnishing clean items. The sanition and hygiene of the kitchen usually comes under the purview the kitchen stewarding department.
Restaurant Bar
Bar The bar dispenses wines, liquor, spirits, juices, aerated waters, ciga and cigarettes.
Housekeeping department
The housekeeping department is responsible for the cleanliness, mail tenance and the aesthetic standards of a hotel. A waiter should kno' that the housekeeping department is the source for staff uniform: restaurant linen and flowers.
Accounts Department (cashier)
The cashier receives all cash and credit payments made for food and beverage sales in a restaurant or bar.
Engeneering department
This department is responsible for the supply of air-conditioning 01 heating, lighting, mechanical and electrical functioning of any service equipment in the restaurant.
Front Office
This is the central point where all checks or bills of hotel residents are collected and then recorded in their overall bill. The front office keeps a record of all guests residing in the hotel. If a resident wishes to sign his bill, the waiter may contact this department for confirmation of the guest's name and room number.
Explain the role of these departments in your establishment. In addition take the waiter on an induction tour. It is important that the procedure of requisitioning items from Kitchen Stewarding, Housekeeping and Stores are explained thoroughly. A popular system adopted in most hotels is that the requisitioning department originates a store requisition which records the following information: unit, quantity, description of item, unit price and total price.
1. Make the dictionary to the text.
2. Find illustrations to the text.
3. Find video to the text.
Lesson 8
Preparation for Service
Mise-en-scene
Mise-en-scene refers to preparing the environment of the area in order to make it pleasant, comfortable, safe and hygienic. For the waiter, the restaurant is the service area. Before each service session, the restaurant should be made presentable enough to accept guests. The Supervisor or team of waiters should ensure the following mise-en-scene:
1. Carpets are well brushed or hoovered
2. All tables and chairs are serviceable
3. Table lights or wall lights have functioning bulbs
4. Menu cards are presentable and attractive
5. Tent cards or other sales material are presentable
6. Doors and windows are thrown open for sometime to air the restaurant. This should be followed by closing the windows and doors and setting the air-conditioning or heating to a comfortable temperature
7. Exchange dirty linen for fresh linen
8. Table cloths and mats are laid on the tables
9. Wilted flowers are discarded and fresh flowers requisitioned
Mise-en-place
Mise-en-place means "putting in place" and is the term attributed to the preparation of a work place for ultimate smooth service. To ensure that the restaurant is ready for service the waiter makes sure that his station has been efficiently prepared for service. A station comprises of a given number of tables which are attended by a given team of waiters. Thus a restaurant may have several stations, each with a team of waiters. In large restaurants each station may be headed by a Captain or Chef-de-rang.
Sideboard
A sideboard (or dummy waiter) is a piece of furniture with shelves and cupboards, spacious enough to hold all linen, cutlery, crockery, etc. for service to a particular number of covers. The smooth functioning of service in the given covers will depend on how thoroughly the sideboard has been prepared.
Before a restaurant opens the sideboard must be equipped with the following items:
1. Cold water in jugs with underplates and napkins to cover
2. All important proprietory sauces, such as Worcestershire sauce, Tobasco sauce, tomato ketchup, Maggi sauce, JP/HP sauces (The waiter should ensure that the necks of the bottles are cleaned).
3. Toothpicks in toothpick holders
4. Sugar bowls – for both brown and white sugar with teaspoons for each.
5. Sugar dredger
6. Hot plates and order taking pads
7. Straw holders
8. Pickles and chutneys
9. Bread-boats or baskets with assortment of rolls and sticks
10. Ashtrays – cleaned and polished
11. Service spoons and forks
12. Adequate numbers of cutlery used on the table (normally two and a half times the number required for one sitting in the station)
13. Salvers
14. Underplates
15. Half plates, quarter plates and large plates and saucers
16. A crumbing plate
17. Trays covered with a napkin for service
18. Spare restaurant linen of all types (napkins tablecloths, waiter-cloth, etc.)
19. Paper napkins and doyley papers
20. Butter dishes
21. Finger bowls
22. Water goblets (bar glasses in case bar service is extended by the restaurant)
23. Pots for preserves are filled and kept ready
24. Cloth napkins are folded and kept ready for service
25. All usable silverware to be used in service to be polished
26. Cruet sets cleaned and filled with salt and pepper. Fresh mustard filled in appropriate pots.
