Food and Beverage - Service

UNIT-1: HOTEL ORGANIZATION AND DEFINITION OF FOOD AND

BEVERAGE SERVICE

1.1 Introduction to Hotel

Hotel
An establishment that provides lodging on a short term basic, additional guest service,
restaurant, swimming pool, child care and conference services, basic accommodation; a room
with a bed, a wardrobe, writing desk, bed side table, coffee table, a suite bathroom, laundry
service, TV with channel list and mini bar with a price list, an alarm clock, a small fridge, some
snacks and amenities, tea coffee making facilities are provided.

Hotel Chain (Chain Hotel)

Hotel chain is a group of hotels which belong to the same company or owner.

Example of worldwide hotel chains

Sedona Hotel
Hilton Hotels
Novotel Hotel
Marriott Hotel
Shangri-La Hotel
Intercontinental Hotel
Hyatt Regency (Hyatt Group)

Star – classification by grate

A star is a symbol used for classification purposes; a set of one to five star is employed to
categories hotels an internationally recognized and reliable standard; for instance, five-star
hotel which is slay associate with luxury and high prices.
One Star : Low budget hotel
Two Star : Budget hotel
Three Star : Middle class hotel
Four Star : First class hotel
Five Star : Luxury hotel
Bed and Breakfast
A bed and breakfast, often referred to as a B & B is a lodging typically operated out of a large
single-family residence where guests can be accommodated at night in private bedrooms
‘Which is equipped with private baths and breakfast. Sometime continental and the full English
variety are served in the morning.

Resort
A resort is a place for holidaying vacationing. The concept of leisure resorts is not a product
of the modern age, but in fact resorts have been in existence for many centuries. Gradually
the baths evolved from their modest structure to include more extravagant facilities such as a
gym, a library, restaurant, stores, lounge, tavern and even a museum and a theatre. In the
seventeenth century, resorts and spas became popular in Britain with King Charles II

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leading the trend by visiting various resorts for relaxation and enjoyment. Even till now
celebrities and famous personalities set the trends by patronizing the choicest resorts. In
North American countries the earliest resorts were developed at the starting of the nineteenth
century. The first resorts were created in Virginia and New York. Soon afterwards, the
concept of Beach Resorts became immensely popular. The sea became a great place of
recreation and beautiful beach resorts in all over North America and the Caribbean. Jungle
resorts also became popular as the governments tried to conserve the wildlife and organized
tourism in such a way that it promoted adventure tours to the wild.

1.2 Hotel Management Organization Chart

GENERAL MANAGER (GM)

Sale & Marketing Food & Beverage

Department Department

House Keeping Human Security

Front Office Engineering Finance
Department Resource Department
Department Department Department
Department

Structure of Food and Beverage department

FOOD AND BEVERAGE

DEPARTMENT

SERVICE PRODUCTION
@

Structure of Food and Beverage Production (Culinary art)

PRODUCTION
@
KITCHEN

Pastry Butcher Cold Kitchen

Bakery Hot Kitchen Stewarding

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Position of Food and Beverage Production (Culinary art)

 Executive chef
 Sous chef
 Chef de partie
 Demi chef
 Commis chef
 Kitchen helper
 Steward

1.2.1: Food and Beverage Services Organization

The food and beverage service are part of the service-oriented hospitality sector. It can be a
part of a large hotel or tourism business and it can also be run as an independent business. The
members of the F&B Services team are required to perform a wide range of tasks which include
preparation for service, greeting the guests, taking their orders, settling the bills, and
performing various other tasks after the guests leave.

Structure of Food and Beverage service

F&B
SERVICE

Banquet @
Restaurants Bar Room Service
Ballroom

Position of Food and Beverage Service

 Food and beverage manager
 Assistant food and beverage manager
 Outlet manager, (Restaurant, Room service, Banquet, Bar)
 Assistant outlet manger (Restaurant, Room service, Banquet, Bar)
 Supervisor
 Captain
 Head Waiter/Waitress
 Waiter/waitress
 Assistant waiter/waitress (Runner, Busboy)

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1.3 Definition of Food and Beverage Service

Introduction
Food and beverage services sector contributes a great deal to the profits in hospitality industry.
With the increase in importance of business meetings, a range of personal and social events, a
large number of customers visit catering establishments frequently. The food and beverage
professionals tirelessly work to intensify customers’ experience through their service. The
F&B Services providing businesses deliver food and beverages to their customers at a
particular location (on-premises) such as hotel, restaurant, or at the customer’s intended
premises (off-premise).
Definition

Food and Beverage Services can be broadly defined as the process of preparing, presenting and
serving of food and beverages to the customers.

What is a Waiter (or) Waitress?

A waiter/waitress is there to serve the customer and he/she must be prepared to serve
every guest to the best or his/her ability. He/she must try to make the customer feel at home
from the moment he steps into the restaurant until he leaves the premises. If the customer has
enjoyed the food, service and atmosphere, he will leave with a good impression and will always
return.

What is Guest?
 A guest is the most important person in the Hospitality industry.
 A guest can never interrupt our work because they are the most important part of it.
 A guest is not dependent on us, we are dependent on them.
 A Guest is always someone special. Everything which we do for them must be entirely
to their satisfaction because their patronage in our livelihood.
 A guest expects and should get the very best from each of us.
 A guest does us a favor when they come in; we are not doing them a favor by serving
them.
 A guest is an essential part of our business not an outsider.
 A guest is a person who comes to us with needs and wants, and it is our job to fill them.
 A guest is someone who is never discussed and never argued with.
 A guest is always right, even when they are wrong.
 A guest is the life blood of this hotel and of all business. They pay your salary.
 Without guests we would have to close our doors.

What is Service?
 Smile for everyone
 Excellence in everything we do
 Reaching out to guests with hospitality

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 Viewing every guest as special

 Inviting guests to return
 Creating a warm and friendly atmosphere
 Eye contact that shows we care

What is Catering?
Catering is the business of providing foods and beverage service to the people at a
remote location. It is a part of food and beverage service sector. For example, arranging the
food and beverage giving services at a wedding location.

What is QSR?
These are the fast-food outlets called Quick Service Restaurants where the food is
prepared, purchased, and generally consumed quickly. They are run with convenience as a
main factor. Branded outlets such as McDonalds and KFC are QSR.

What is FSR?
They are fine dining, family, specialty, ethnic, or theme restaurants are called Full-
Service Restaurants where the food and beverage menu is wide and the customer’s expectations
are high. They are operated with customer satisfaction and experience as the key factors.

1.4 Qualification of Food and Beverage Employee

Each member of the F&B department needs to have the following knowledges, skills and
attitude:

Reliable
Management must be able to depend on you to fulfil the responsibility for which you were
hiring. You must report to work on time, serve the hotel guest properly and complete all tasks
assigned to you.

Cooperation
You must be willing to work with co-workers in a common effort toward completing work
assigned. You must also adapt to the hotel policies.

Personality
A waiter and waitress should take the initiative to be friendly, patient and courteous to guests,
co-workers and management.

Healthy
Your job requires you to be in close contact with guests, co-workers and food. You must be
healthy to avoid spreading diseased and to maintain a good appearance. A healthy waiter and
waitress look good and have the energy to perform the job properly.

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Knowledge
A good waiter or waitress must learn appropriate serving methods and how to apply them in
smooth, efficient manner. You must have and extensive knowledge of the food and beverage
items on the menu.

Suggestive Selling
You must have the ability to sell the restaurant and menu items during the courses of service
to the hotel guests. Your persuasive talents ensure that the customer’s wants and need are met.

Attentive
Guests may need their waiter or waitress at any time during the meal. Always must be aware
on the job and never leave a station unattended. You must be aware of the progress of the meal
at each table and anticipate needs as they arise.

Body language
The F&B Services staff needs to conduct themselves with very positive, energetic, and friendly
gestures.

Punctuality
The F&B Services staff needs to know the value of time while serving the guests. Sincere time-
keeping and sense of urgency helps to keep the service workflow smooth.

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UNIT-2:
APPLY STANDARD SAFETY PROCEDURE FOR HANDLING FOODSTUFFS

2.1 Comply with Personal Hygiene and grooming Standards

Personal hygiene is important to prevent food poisoning. When handling food, wash
your hands thoroughly and often. If you are sick, do not go to work, because you can
contaminate food more easily.
Anybody who works with food or drinks must follow the highest possible personal
hygiene standards. This is one of the easiest and effective ways of making certain that food or
drink does not become contaminated by bacteria (germs), physical objects (broken glass) or
chemical hazards.
At all times, you must be aware that the human body germs and bacteria. Apart from
this, you work closely with customers and other members of staff. If you look clean and smart
the customer will know that you carry that pride through to the way the premises is kept. Listed
below are ways to make sure you meet the highest standards of personal hygiene:
• Take daily showers
• Wear clean clothes daily
• Have clean and neat hair
• Have short, clean finger nails
• Clean your teeth regularly and ensure they are in good condition
• Using mask during covid-19
• Do not smoke near food and beverage preparation areas
• Wash hands on a regular basis
Ensure hands are washed when required
Washing your hands on a regular basis is the most effective way to reduce hygiene risks
in the workplace. It is essential that staff wash their hands after eating, smoking, handling
garbage, handling a handkerchief or tissue or using the bathroom.
Hand washing technique
1. Rinse hands under hot water. Wet all surfaces. [Do not use food or beverage preparation
sinks to wash hands.]
2. Use an anti-bacterial liquid soap from a dispenser.
3. Lather up your hands and scrub them palm to palm.
4. Interlace your fingers while you continue to rub your palms together.
5. Continue to lather your hands by rubbing your palms over the back of each hand.
6. Rub the tips of your fingers, on each hand, into your palms.
7. Scrub your thumbs well.
8. Clean your wrists.
9. Rinse your hands with hot water
10. Dry with paper towel or hot air dryer. Do not use cloth towel as it holds bacteria which
can re-contaminate hands.
11. Use the paper towel to turn off the tap.

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Uniforms
Wearing a clean uniform is not only hygienic but also provides an image of professionalism to
the customer.
Wearing a clean uniform is a must for all staff and many outlets supply and clean uniforms for
staff. There is nothing more distracting for the customer than seeing a staff member who not
only looks but smells unclean. If a staff member cannot keep themselves and their uniform
clean, it leads customers to believe that food and beverage is also kept in an unclean and
unhygienic manner.
All aspects of your uniform must be given attention including hats, jackets, shirts, blouses,
socks, and shoes and any other uniform requirements. As a basic minimum requirement staff
are required to wear a clean uniform for each day of work.

Personal grooming
Grooming is the process of cleaning and caring for one’s body and appearance. It is
important to groom oneself regularly to maintain good hygiene and to present a neat and tidy
appearance. Grooming can be done independently or with the help of another person. It
typically involves activities such as bathing, shampooing, brushing teeth, trimming nails, and
styling hair.

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Grooming points
Hair: Your hairstyle should be decently combed, set, and trim
Beard: Always shaved. Some organizations allow trim beard style, but long beard look
is not allowed.
Uniform: Clean, ironed, and follow your working place
Perfume: Use light perfumes
Nails: Clean and trimmed nails
Shoes: Must be polished
Tattoos: Avoid tattoos
Jewellery: Heavy jewelry not allow, can wear light jewellery

2.2 Hazards analysis critical control point (HACCP)

အစားအေသာက်ေဘးကင်းမကိကိင်တယ ွ ေ် ြဖ င်းသည့ စ
် မ
ီ ံခန်ခ့ ွဲမစနစ်

HACCP is a management system in which food safety is addressed through the analysis and
control of biological, chemical, and physical hazards from raw material production,
procurement and handling, to manufacturing, distribution and consumption of the finished
product.
2.2.1: Food Contamination
Food contamination refers to the presence of unwanted and potentially harmful substances and
materials on food products and raw materials. When food contaminants are present, foods are
considered spoiled. (OR)
Contamination is when something objectionable gets into foods or onto food surfaces.
(OR)
Things in food that make us sick.
Food borne illness: Food borne illness (food poisoning) is caused by consuming
contaminated food, beverages, or water and can be a variety of bacteria, parasites, viruses
and/or toxins.
Symptoms of food borne illness: Vomiting, Nausea, Diarrhea, Stomach Cramps, Fever
Why the food borne illness is occurs?
An illness occurs that is caused by a contaminant in the food. These are (1) bacteria, (2)
chemicals, (3) foreign bodies and (4) viruses.
(1) Bacteria
How do bacteria get into the food we eat?
They do not have legs so they rely on other things to transfer to them to ready to eat food such
as; your hands, food equipment and containers, working surfaces, cloths and directly, if you
store raw food with ready to eat food and if you don’t cook raw food thoroughly especially
meat and egg dishes bacteria will survive and once again if there enough present, they will
make your customers ill.

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Where are the bacteria come from?

 People
 Dirt
 Pests
 Animals we use for food
Bacteria Multiplication
What condition do bacteria need to multiply?
Bacteria need four condition to multiply. These are as follow:
 Warmth (Temperature)
 Water (Moisture)
 Food (High-Risk Food)
 Time
Warmth – Bacteria need warmth to grow. The temperature a food is stored, prepared and
cooked at is crucial. If this is not followed correctly then the food will not be safe to eat.
The optimum temperature range for bacterial growth is between 5-63℃ (danger zone).
Moisture - The presence of moisture in the environment supports the growth of microbes
as they require both nutrients and water for their growth. The rate of microbial population
is higher in moisture-rich areas when compared to drier areas.
Food - Certain types of food allow quick growth of bacteria because they are generally
moist and high in nutrients. These are called high-risk foods. Example of high-risk foods
are dairy products, eggs, meat or meat products, poultry, fish and seafood.
Time – Bacteria needs time to growth. Bacteria can growth double every 20 minutes.
Food temperature chart

100 º C

83 º C

75 º C 75 º C

63 º C
60 º C
D
A
N
G
E
R
Z
O
N
E
5 º C
4 º C

2 º C
0 º

-18 º C

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(2) Chemicals
Chemical may include
 Cleaning chemicals
 Pesticides and insecticides
 Unwashed fruit and Vegetables
Chemical contamination
Chemical contamination can include contamination caused by chemicals:
For example:
 Fly spray sprayed into the air and landing on food
 Using a jug/container to measure chemicals and then using the same jug (without
washing and sanitizing) to mix a sauce which is poured over food.
 All chemicals must be stored away from food areas at all times.
(3) Foreign bodies
All food handlers must be on their guard to ensure foreign objects do not find their way into
food for human consumption. Remember, the foreign object may have found its way into the
food before the product arrived at the premises.
Be on the lookout for contaminants such as:
 Hair from the head or beard
 Metal filings left by can openers
 Flies and insects – and their droppings
 Bits of equipment and utensils which break off during the food
 Preparation process and become incorporated into the food bits of glass.
These are only a small sample - the list is endless!
(4) viruses
Even though viruses, unlike bacteria, cannot grow in or on foods. It come from the peoples.
That is why, if you were sick, you should not come to work.

2.2.2: Cross-contamination
Cross-contamination is the physical movement or transfer of harmful bacteria from one person,
object or place to another. Preventing cross-contamination is a key factor in preventing
foodborne illness.
How to prevent cross contamination?
 Clean and sanitize the equipment
 Store and use chemicals safely
 Wash fruit and vegetables before use
 Have excellent personal hygiene
 Separate raw and ready to eat food
 Cover high risk food
 Dispose of rubbish safely
 Control pests
 Wash hands with soap and hot water before and after handling food, and after using the
bathroom

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Personal hygiene practices

In general terms all food handlers are under an obligation to observe and implement
personal hygiene practices which minimize the possibility of food contamination.
Practices to achieve this include:
 Avoid touching cooked or ready-to-eat food with the bare hands – use tongs, a
spatula, fork, serving spoon or gloves
 Avoid touching food surfaces with the bare hands – this means avoiding touching
preparation benches, preparation equipment and the food contact surfaces of
serving items (plates, cutlery, glasses, cups)
 No jewellery to be worn on hands and wrists – food can lodge in the jewellery,
deteriorate and then fall back into food.
 There is also a chance stones or gems may fall out into the food providing a physical
food contaminant.
 Facial hair must be kept neat and controlled – hair should be covered to keep it
controlled in such a way that hairs do not fall into food.
 Long hair must be tied back (this is applicable to waiting staff as well as food
preparation and food service staff), and beards should be covered with a snood. In
kitchens, hair nets or hats should be worn
 Fingernails must be short, clean and free of polish (including clear nail polish)
 Fingernail decorations and artificial nails are also prohibited
 Clothing must be clean – a minimum requirement is for clean clothes for each shift
with further changes as spillages and 'working dirt' dictate.
 Refrain from smoking or chewing tobacco in any food area – it is also a good idea
to put up ‘No Smoking’ posters and to remove ash trays from these areas
 Staying away from work when suffering cold or flu symptoms – and obtaining a
doctor’s certificate stating that as a food handler it is safe to return to work
 Food handlers with any communicable disease must not deal with food until they
receive a certificate from a doctor stating as a food handler they are cleared to work
with food
 Refrain from spitting in any food area
 Avoiding tasting of food with a spoon and then returning the utensil to the food
 Covering all cuts and sores on hands and fingers with approved (colored)
waterproof dressings and bandages – and adding a finger stall and or disposable
glove, as appropriate
 Not blowing with the breath into a bag to be used to wrap food
 Not wetting fingers to assist with separating sheets of wrapping paper when
packaging takes away foods
 Not touching anybody opening – such as ears, eyes, and nose: thorough hand
washing must occur if this happens and hands must be washed

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UNIT-3: DEVELOP AND MAINTAIN THE PRODUCT KNOWLEDGE OF FOOD

AND BEVERAGE SERVICE
Food and beverage service employee to have an excellent knowledge of the products and
services offered by their workplace.
For food and beverage staff (waiter/waitress and assistant waiter/waitress) knowledge should
include information about:
Knowledge of;
 Food and beverage service terminology
 Food and beverage service (outlet), types of meal
 Food and beverage service equipment
 Menu
 Types of service
 General information
 Knowledge of food
 Knowledge of beverage
You need this knowledge so you can take opportunity to become a good waiter/waitress.

3.1 Food and Beverage Service Terminology

No Terms Explanation
1. À la carte menu A la carte menu is a type of menu, where the food items are priced
individually. The literary meaning of a la carte is “from the card”
OR
A la carte menu is a multiple-choice menu, with each dish priced
separately. If a guest wishes to place an order, he selects the item
from the menu and pays for the order he made. In an a la carte
menu all items are cooked to order and served with
accompaniments.
OR
Different items with different prices
2. Appetizer Food served before a meal to stimulate the appetite.
3. Aperitif A drink that is served before dinner to stimulate the appetite
4. B&B plate B&B plate, is a plate used to put bread and butter. This plate is
also called a quarter plate or side plate, because it is usually
placed next to the fork. It has round shape and 7 inches in
diameter.
5. Baguette [Fr.] Slim and long shape French bread
6. Bain Marie Food display/presentation equipment used for keeping hot food
hot and cold food cold, when ready for service.

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7. Banquet service Banquet service is a range of service styles for large catered
events, such as weddings, award ceremonies, charity dinners, and
sports team banquets. Banquet-style service may feature plated
food, buffet or food stations, or passed hors d’oeuvres.
8. Bleu (Blue steak) Also known as “Blue Rare” or “bleu,” a blue steak is the first
stage on the steak doneness chart. The outside of the steak is
seared, inside is completely red and raw.
9. Briefing Briefing is done prior to the opening of the restaurant. In the
briefing, the senior staff gives instructions to the junior staff with
regard to the availability of dishes, special items of the day, and
also some training.
10. Bus boy A busboy is a person who helps the waiter. The main
responsibility of a busboy is to bring the food from the kitchen to
the side station/sideboard (also called a dummy waiter) and also
do the clearance of plates from the table when the guests have
left.
11. Butter knife a knife whose blade has a blunt, rounded end, used for spreading
butter. Use for having bread and butter. It has 6.69inches/ 17cm
12. Canapés A sub-set of hors d’oeuvres usually finely decorated
13. Centerpieces A centerpiece is an important item of a display, usually of a table
setting. Flower vase, cruet set, toothpick holder and ashtray.
14. Chafing dish It is a hollowware used to keep the food warm usually in buffet
service. The chafing dish has a water container, which is the base,
food container and place for fuel. Using the fuel, the water is
heated up and in turn, the food is heated up with the hot water.
15. Champagne flute A piece of stemware with a long stem and a tall, narrow bowl on
top, designed to keep champagne desirable during its
consumption by preventing heat from the drinker's hand from
warming the champagne.
16. Cloche Food cover usually metal often semi spherical with a handle or
finger whole at top. Serving to keep the food warm
17. Condiment A condiment is a preparation that is added to food, typically after
cooking, to impart a specific flavor, to enhance the flavor, or to
complement the dish. A table condiment or table sauce is more
specifically a condiment that is served separately from the food
and is added to taste by the food.
18. Counter service Counter service sometimes called cafeteria service. The guests
come in line, collect their food from the counter and seat at the
table to have the food.
19. Crockery plates, dishes, cups, and other similar items, especially ones made
of earthenware(clay). Also called chinaware
20. Cruet set A set of pots to hold salt and pepper. Also known as salt and
pepper shaker.

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21. Cutlery These are used for eating or serving food. It includes various
spoons, forks, knives, and tongs. It is also called silverware or
flatware.
22. Demitasse cup Demi-tasse means half cup. It is used to serve espresso coffee.
Size of demi-tasse is 75 ml.
23. Demitasse spoon A demitasse spoon is also called espresso spoon, smaller than a
teaspoon and used for coffee drinks (Espresso coffee). It has
4.52inches / 11.5cm length.
24. Dessert The sweet course eaten at the end of a meal.
25. Dessert fork Dessert fork is smaller than dinner fork and it is used for starter,
salad and dessert. It has 7.48inches / 19cm length.
26. Dessert knife a knife used during the dessert course, usually smaller than a
dinner knife. It can be used for eating starter, salad and dessert.
It has 8.26 inches / 21cm length.
27. Dessert plate It can use for snacks, appetizers, salad and desserts. It has round
shape and 9 inches in diameter.
28. Dessert spoon A dessert spoon is oval-shaped designed and specifically for
eating dessert and sometimes used for soup or cereals. Similar in
size to a soup spoon. It has 6.69inches / 17cm length.
29. Dinner fork a fork used to eat the main course of a meal. It has 8.26 inches /
21cm length.
30. Dinner knife a large table knife usually with a steel or silver blade and a handle
of any of a number of materials. Used for main course and it has
9.05inches / 23cm length.
31. Dinner plate Dinner plate is a type of plate used for main courses. It has round
shape and 11 or 12 inches in diameter.
32. Dinner spoon This is usually a tablespoon with a shallow, oval-shaped design
and use it to eat rice or pasta (main course). It has 7.87inches /
20cm length.
33. Doorknob menu A type of room service menu that a housekeeper can leave in the
guest room. A doorknob menu lists a limited number of breakfast
items and times of the day that the meal can be served. Guests
select what they want to eat and the times they want the food
delivered, and then hang the menu outside the door on the
doorknob.
34. Dressing A type of sauce which is made by a mixture of various ingredients
and generally poured on a salad or food.
35. Dummy waiter A dummy waiter is essential for the service of food and
beverage in a restaurant used by food and beverage staff for
keeping different service equipment/ items (tableware) for
efficient service.

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36. Egg stand An egg stand or egg cup, sometimes called an egg server, is an
item of tableware used for serving and holding boiled eggs within
their shell.
37. Entrées (US Starter) / (UK Main course)
38. F&B Food and Beverage
39. FIFO First in first out.
40. Fish fork A fish fork is a fork which is meant to be used while eating fish.
In a formal table setting, the fish fork is typically smaller than the
dinner fork. It has 8inches / 20.32cm length.
41. Fish knife A fish knife is similar to other table knives, but it has a wide, flat
spatula blade and a sharp point. These features make it quite
useful when eating a fish fillet, and even more useful when eating
a whole fish. The point can be used to initiate important cuts on
a whole fish that will make removing the skin easier. Especially
use for eating fish fillet and it has 8.66 inches / 22cm length.
42. Food court Food court include series of individual counters where customer
may either order and eat, or buy from a number of counters and
eat in separate eating area.
43. French fried French fries are long and thin pieces of potato fried in oil or fat.
44. Goblet A goblet is a type of cup without handles and usually with a long
stem.
45. Gueridon trolley A trolley used for cooking alongside the guest’s table
46. Highball glass A highball glass is a glass tumbler that can contain 240 to 350
milliliters (8 to 12 oz). It is used to serve cocktails, other mixed
drinks, soft drink and juices. An example size is 7 cm (3 in)
diameter by 15 cm (6 in) in height.
47. Hostess Being a host or hostess at a restaurant typically requires greeting
customers, seating them, managing wait times, taking
reservations, and much more.
48. Item’ 86 Not available item
49. Kids’ menu Kids' menus offer smaller portions with lower price
50. KOT A variety of control systems are used in the hotel industry. One
such important control system is the KOT control. When an order
is taken from a guest, it is ordered in triplicate on a Kitchen Order
Ticket. One copy goes to the kitchen, against which the chef
prepared the dishes ordered for. The second copy goes to the
cashier to make the bill. The third copy is the waiter’s copy,
against which the food or beverage to be served to the guest is
picked up.
51. Main Course The main course is usually the biggest dish on a menu. The main
ingredient is often meat or fish. It most often follows
an appetizer, soup, or salad.

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52. Mashed potatoes Mashed potatoes are made by boiling potatoes, and then mixing
them with milk and butter until they are smooth.
53. Medium Seared outside, 25% pink showing inside
54. Medium rare Seared outside with 50% red center
55. Medium well A slight hint of pink inside
56. Menu A list of dishes with price available in a restaurant.
57. Mise-en-place Mise-en-place means “putting in place” and the term denotes 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 this station has been efficiently prepared for service.
58. MSG Monosodium Glutamate
59. Napkin : Napkin is restaurant linen. Napkin is used to decorate the table
using various folds and also used to keep on the lap of the guest
to protect their clothes during service.
60. Oval plate which is egg shaped and has a very smooth surface
61. Pasta Pasta is an Italian food typically made from an unleavened dough
of wheat flour mixed with water or eggs, and formed into sheets
or other shapes, then cooked by boiling or baking.
62. Plate service Plate service, also called American service, is a name for a type
of service where food is prepared and pre-portioned in the kitchen
of a restaurant. The food is then served to customer on plates by
a waiter.
63. Potato chip A thin slice of potato that has been deep fried, baked, or air fried
until crunchy.
64. Potato wedge Potato wedges are wedges of potatoes, often large and unpeeled,
that are either baked or fried. They are sold at diners and fast-
food restaurants.
65. Product Knowledge about the products (and services) your workplace has
knowledge available for customers.
66. Rare Seared outside and still red 75% through the center
67. Room service Room service or in-room dining is a hotel service enabling
guests to choose items of food and drink for delivery to their hotel
room for consumption. Room service may also be provided for
guests on cruise ships. Room service may be provided on a 24-
hour in a day and prices charged much higher than in the hotel's
restaurant.
68. Salad A cold dish of various mixtures of raw or cooked vegetables,
usually seasoned with oil, vinegar, or other dressing and
sometimes accompanied by meat, fish, or other ingredients.
69. Sauce A sauce is a liquid, cream, or semi-solid food, served on or used
in preparing other foods.

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70. Self service In the self-service the service is done by customer themselves.
The guests collect the food from the counters and then he/she
may sit at the table or stand at high table to have the food.
71. Service gear Service gear is a technique involving the use of a spoon and fork
of the same size. Handling food using service gear is one of the
few important skills in a restaurant.
72. Serviette A serviette is a square of cloth or paper that you use to protect
your clothes or to wipe your mouth when you are eating.
73. Serving fork Serving forks are used together with serving spoons and larger
than table forks. It also has 11 to 13 inches length.
74. Serving spoon Serving spoon is a cutlery item, which can be defined as a large
spoon mainly used for serving and portioning foods, fruits,
vegetables and salads. It is bigger than dinner spoon and it has 11
to 13 inches length.
75. Set menu Fixed items with fixed price
76. Side dish A side dish, sometimes referred to as a side order, side item, or
simply a side, is a food item that accompanies with main course.
77. Side station It is essential for the service of food and beverage in a restaurant
used by food and beverage staff for keeping different service
equipment/ items (tableware) for efficient service. Also called
sideboard or dummy waiter.
78. Silver service Use of spoon and fork to serve food at table
79. Slip cloth It is laid over the table cloth to protect from the spillage and also
reduces the number of table cloth used. It is smaller than table
cloth and easier to replace or replenish and launder.
80. Snack A snack is a small portion of food generally eaten between meals.
81. SOP Standard operating procedure
82. Soup A liquid dish, made by boiling meat, fish, or vegetables etc. in
stock or water.
83. Soup spoon A round shape spoon that is used for eating soup and typically
smaller than a tablespoon and larger than a dessertspoon. It has
6.69inches / 17cm length.
84. Starter A starter is a small quantity of food that is served as the first
course of a meal. Starters are also known as Appetizer
85. Steak knife A steak knife is a sharp table knife designed to efficiently and
effectively cut steak. This type of knife comes in a variety of
styles and sizes with serrated blade and wood handle. Especially
use for eating beef steak and it has 9.05inches / 23cm length.
86. Table cloth A tablecloth is a cloth used to cover a table for protect the table
from scratches and stains.
87. Table d’hôte menu Table d’hôte refers to a menu of limited choice. It usually
includes three or five courses available at a fixed price. It is also
referred to as a fixed menu (Set menu).

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88. Table mat A piece of cloth or wood that is placed underneath a hot dish or
pot in order to protect the surface of a table.
89. Table runner Table runners are narrow lengths of cloth that are usually placed
at the center of the table as a decorative.
90. Take away The food order is placed at a counter and the food is collected
from the same counter and take the food away from the premises
for consumption.
91. Tea spoon A teaspoon (tsp.) is an item of cutlery. It is a small spoon that can
be used to stir a cup of tea or coffee, or as a tool for measuring
volume. It has 5.31inches / 13.5cm length.
92. Tenderloin steak Tenderloin steaks are cut from the tenderloin, which is a long
muscle that sits underneath the saddle, or back of the cow. The
tenderloin is one of the leanest and most tender cuts of beef, and
it’s also one of the most expensive.
93. Three-minute When a meal has been served to the customer, it is important for
check service staff to revisit the table a few minutes later to check that
the meals are to the customer's satisfaction. This is commonly
known as the 'three-minute check'.
94. Tong It is used for handling ingredients during the preparation of foods
or during the serving.
95. Tray service Method of service of whole or part of the food and drink on a tray
to the customer in situation
96. Waiter’s friends Wine opener, note pad and pen
97. Well done 100% brown, no pinker inside
98. Wine glass A wine glass is a type of glass that is used to drink and taste wine.
A wine glass is composed of four parts - the base, the stem, the
bowl, and the rim. Usually, red wine glass is bigger than white
wine glass.
99. Winer opener A corkscrew is a tool for drawing corks from wine bottle

3.2 Food and Beverage Service (Outlet) and Types of Meal

3.2.1: Food and beverage service outlets

Food and beverage outlets are the places where food and beverages are sold and served to
customers. Which may or may not attached to a hotel. There are different types of F&B outlets
that have evolved to meet the dynamic demands of consumers.
The following are the 11 well-known types of food and beverage service outlets
examples:
1. Bar
2. Barbeque restaurant
3. Coffee shop

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4. Fast food restaurant

5. Fine dining restaurant
6. Food court
7. Kiosk
8. Night club
9. Pub
10. Specialty restaurant

1. Bar
This F&B outlet offers all kinds of spirits such as whiskey, gin, vodka, rum, brandy, tequila,
wines, cocktails and beers. Snacks are also offered.
Different types of bars are beach bar, pool bar, hotel lobby bar, public bar, night club bar,
and so on

2. Barbeque restaurant
This kind of F&B service outlet specializes in
barbeque dishes, both vegetarian and non-vegetarian
delicacies. The marinated pieces of meat, poultry,
fish, vegetables, cheese, and so on, are inserted into
skewers and cooked over live charcoal or electric
griller. It is generally located near a swimming pool,
rooftop, lawn, seaside, and is open during evening
hours.

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3. Coffee shop
It is a Food and beverage outlet that mainly serves snacks and beverages 24 hours a day,
however, it may serve all the three meals. Most star hotels have coffee shops to cater to the
need of customers at any time of the day.

4. Fast food restaurant

This is also a type of food and beverage service outlet. The fast-food concept was first
introduced in the USA and has now become popular around the world. It is characterized by
the speed of service and the affordable price of the menu items.
Food is ordered not from the table, but from a front counter. Fast food restaurants are
known in the restaurant industry as QSR or quick-service restaurants. It is located in a very
busy area.

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5. Fine dining restaurant

The restaurants are typically higher and fancier restaurants than any other restaurants of F&B
such as a coffee shop, bistro, fast food. A fine dining restaurant has a formal atmosphere, is
almost always a sit-down restaurant, and has a fancier menu than most restaurants. Fine dining
restaurants offer wine lists, and sometimes sommeliers, to help you with your food and wine
pairing. They also have dress codes in most cases.
In the menu offer dishes of one particular region or country or exotic dishes from
various cuisines, wines, spirits, and digestive. Opening time is mostly during dinner time.
However, it may also open lunch depending on the location.
The ambiance and decoration of the restaurant will be elegant and rich. The furniture is
made of teak wood with fine craftsmanship. All the tables will be covered with good quality
linen and napkins will be folded and kept with beautiful table set-up. The waiting staffs must
have excellent skill and knowledge of the dishes served with good attitude.

6. Food court
It refers to a number of independent food stalls. Each serving different items of food. The
customers ordered the food they want to have and consume them in a common dining area.
The types of dishes offered represent local cuisine and dishes that are popular globally. Food
courts are found in big shopping complexes, entertainment complexes, amusement parks,
airports, and so on.
Where there is heavy traffic of customers. It is mostly self-service. The waiter may assist in
clearing the table. Disposable items such as plates, spoons, and forks are extensively used.

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7. Kiosk
A kiosk is a small permanent or temporary structure on a
sidewalk from which items such as coffee, tea, pastries,
chocolate, favorites, and so on, may be sold. The items
bought may either be taken away or consumed at tables
arranged nearby. Most kiosks do not have seating provisions.

8. Night club
Night club is an entertainment venue during nighttime comprising a dance floor, lightshow,
and a stage for live music or a disc jockey (DJ) who plays recorded music. The busiest nights
for a nightclub are Friday and Saturday nights. Some nightclubs may offer food and beverages
(including alcoholic beverages).

9. Pub
This food and beverage service outlet mainly serve various kinds of beer, especially draught
beer, and snacks. Originally, they were owned by breweries to sell their beers.

10. Specialty restaurant

It serves specialty dishes and a particular type of cuisine, for example, France, Italian,
Indian, Chinese, and so on. The decoration, atmosphere, theme is all typical of the cuisine and
the country from where it originates. These restaurants may be attached to hotels or may be of
stand-alone variety.
The service is usually served the plate service and the average cost of dishes is high. The
hours of operations are specific and open only for lunch and dinner. The uniform of the service
staff will be according to the tradition of the region or country.

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3.2.2: Meal
A meal is an eating occasion that takes place at a certain time and includes consumption
of food. Although they can be eaten anywhere, meals typically take place in homes, restaurants,
and food and beverage outlets. Regular meals occur on a daily basis, typically several times a
day. A meal is different from a snack in that meals are generally larger, more varied, and more
filling than snacks. Three main meals are often eaten in the morning, early afternoon, and
evening.
Types of meals
Most people probably eat about three main meals every day, but here are seven words
for main and other meals that we often use:
Breakfast
 First meal of the day
 Can be buffet or À la carte or combination
 (6:00 AM – 10:30AM)
Brunch
 Meal taken middle of the morning that combines a late breakfast and an early lunch
 Normally available in hotels on Sunday, public holidays and festive seasons
 Normally buffet style and customers are free and relaxed to enjoy their meal
 (11:00AM – 2:30PM)
Elevenses
 A short break to consume a drink or snack (for example, biscuits and coffee)
 Around 11AM
Lunch
 Usually, a light meal eaten in the middle of the day
 Normally set meal, buffet or A La Carte served
 Must be served within a short time as most business executives need to return to their
work places
 Buffet offer good range and cuts the time spent over lunch
 (12 Noon – 2:30PM)
High tea
 A light afternoon meal
 Traditionally tea served with snack or pastries
 Guests generally have more time during tea for their business to meet others
 (2:30PM – 4:00/6:00 PM)
Dinner
 The main meal of the day in the evening
 A la carte, buffet and set meal are typical
 Pre – dinner aperitifs / cocktails normally served
 After dinner serve the digest drinks (cognac, liqueur)
 (6:00 PM – 10:30PM)

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Supper
 Light meal taken late in the evening
 Normally meal is not too heavy
 Sandwiches, cakes, fruits, soup, noodles, congee and …
 (11:30PM – 2:00AM)

3.3 Knowledge of Food and Beverage Service Equipment

For a service staff, one of the most important skill and knowledge requirement is the
comprehension of different equipment, their use and identification. Classification of equipment
found in food and beverage service are linen, silverware, glassware, crockery, furniture,
miscellaneous and tableware.

3.3.1: Linen
In food and beverage service must have quality linen service for customers. It helps
restaurants provide a quality appearance for their customers. Not only does it help appearances,
but it improves efficiency and function for many restaurants, banquet and fine dining
establishments. By investing in high-quality and fresh linens, your restaurant's ambiance will
grow.
The quality and cleanliness of your linens can impact the safety of your food. Clean
Linens Mean Clean Food.
Here’s a list of essential linen used in food and beverage service;
1. Uniform
2. Apron
3. Table cloth
4. Slip cloth
5. Table runner
6. Table mat (place mat)
7. Table napkin (cloth napkin)
8. Table skirt
9. Chair cover
10. Wiping cloth
1.Uniform
In the hospitality industry, wearing a uniform is important and advantage to both staff
and customers. Wearing a uniform makes front-of-house staff easily identifiable and creates a
professional image.
2.Apron
The main purpose is to keep you from getting spills and stains on your clothes. Server
should also use an apron to prevent the inner clothes from dust, dirt, and spills during serving,
cleaning, or performing.
Options of aprons are: Bib Aprons (cover from the chest to the knees), Bistro Aprons
(cover from the waist to the knees), Waist Aprons (similar to a bistro apron except shorter).

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3.Table cloth
Restaurant table cloths have a positive impact on dining experience. Table cloths are
not only the decorative pieces, it also protecting the table from stains, scratches and spills. The
size of the tablecloth depends on upon the size of the table required to cover. It should be large
enough to cover the top as well as the portion of the legs of the table but the length should not
interfere the guest comfort.
4.Slip cloth
It is laid over the table cloth to protect from the spillage and also reduces the number
of table cloth used. It is preferable as it is easier to replace or replenish and launder.

5.Table runner
Table runners are a long strip of cloth that is put down the middle of the table,
lengthways, used to make table decorations more visually appealing, as they help to define
seating arrangements. They come in different patterns, colors, and textures, giving you a wide
range of decor to work with.

6.Table mat (placemat)

The primary function of table mat is to protect the dinner table from water marks, food
stains or heat damage. They also serve as decoration, especially placemats made from lace or
silk in restaurants and easy to clean and maintain.

7.Table napkin (cloth napkin)

Table napkin is a usually square piece of table linen used while eating to protect the
clothes and wipe the mouth and fingers. Napkin is one of the most essential elements in table
decoration. It adds color, design, and it makes the beauty and attract of table setting.

8.Table skirt
Table skirts are the material which is used for the sides of your table to help it look
more beautiful and complete. Its main purpose is to hide the legs of the table and they do this
by covering them completely with their cloth. Table skirting can be used at home or in
restaurants and even in hotels.
9.Chair cover
Chair covers are used for cover the chair at wedding, birthday and formal events. Chair
covers tend to not only provide a decent drape to worn out dowdy chairs, but also helps to cover

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any existing damage to vulnerable parts, like scratches on the legs or other exposed areas. Party
Chair Covers play a significant role in giving a worn-looking chairs a fresh new look.

10.Wiping cloth
Clean, dry cloths used for wiping food spills from tableware, cutlery, glassware, plates
or bowls served to the consumer. There are different types of wiping cloth. For example, a
wiping cloth that wipe the table cannot wipe the other equipment. These wiping cloths are to
be used only for this purpose and not to be used in the kitchen.

3.3.2: Silverware
The tools that use to eat for food, including spoons, forks, and knives, are called silverware.
The term silverware refers to all pieces of flatware, cutlery, and hollowware.

Flatware: All forms of spoons and forks are called flatware. However, cutlery is the common
term used frequently in the hotel industry to refer to spoons, forks and knives used for eating.

Cutlery: Cutlery denotes all types of knives and other cutting equipment used in the dining
area. Cutlery is available in various designs in silver, and stainless-steel material.
Hollowware: Traditionally, they are made of silver or silverplate. In the modern context, we
see stainless steel versions and metal as well. It includes pots, jugs, platter, finger bowls, wine
chiller or wine bucket.

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3.3.3: Glassware
The cups use for drink that made by glass are called glassware. Three major types of
glassware are stemware, footed ware and tumbler.
Stemware: It refers to glasses that have all three parts (bowl, stem and base or foot). In this
type, the stem connects the bowl with the base or foot. Examples: red wine glass, white wine
glass, champagne flute, martini glass, cocktail glass, and so on.
Footed ware: In this type, the bowl sits directly on a base or foot without the stem. Bowl and
base may come in a variety of shapes. Examples: brandy balloon, beer glass.

Tumbler: It is basically a bowl without a stem or foot. Its sides may be straight, widened,
or curved. Examples: rock glass, old-fashioned, highball, Collins, juice glass, and so on.

Food and beverage service use different types of glassware for various types of drinks.

Old fashion glass/

Water goblet Brandy balloon Rock glass/ Whisky glass

Margarita glass Wine glass Beer glass

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Champagne Flute @
Champagne Glass Highball glass Collins glass

Martini glass Hurricane glass Shot glass

3.3.4: Crockery
Crockery includes all items of earthenware or chinaware such as plates, cups and
saucers, pots, vases.

Side plate (B&B plate) Dessert plate

Dinner plate

Tea cup and saucer Espresso cup & saucer @

Egg stand demitasse cup & saucer

Chinese tea pot Chinese tea cups Creamer (large) & (small)

Sugar sachet holder @ Sugar Salt & pepper shaker @

Sugar bowl cruet set
bowl

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Toothpick holder with toothpick Ashtray Condiment dish

Sauce boat Butter dish Chinese soup bowl & spoon

3.3.5: Furniture
Furniture is an important part of any F&B Services outlet. It needs to be strong, easy to
use and clean
Furniture plays a significant role in offering an excellent first impression for your
visitors in diners, cafes, coffee shops, bars and other eateries. Style and comfort affect guests'
overall experience and impact food and beverage sales. Dining room furniture is available in
many shapes, sizes, materials, colors, textures and designs. Furniture occupies most of the
service area, so these should be arranged carefully for maximum space utilization.
There are three essentials’ types of furniture (table, chair and sideboard or side station
or dummy waiter) in food and beverage service.

 Table: A restaurant table is the centerpiece of the dining room where guests are
entertained and share important meals with family and friends. The restaurant dining
table have different sizes and shapes, and made with different materials such as wood,
glass, and stone.

 Chair: Chairs are an important part of any F&B services outlet. It needs to be strong,
easy to use and clean. There are four different types of chairs are used in F&B service.
These are wood frame chairs, metal chairs, high chairs (bar stool) and banquet chairs.

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Wood frame chairs: Wooden chairs are a favorite among steak houses, family-style, and fine
dining restaurants. The natural colors and grain in the wood add a classy and elegant accent to
the theme.
Metal chairs: Metal furniture is furniture made with metal parts: iron, carbon steel,
aluminium, brass and stainless steel.
High chairs (Bar stools): Bar stools are a type of tall stool, often with a foot rest to support
the feet. The height and narrowness of bar stools make them suitable for use at bars.
Banquet chairs: The chairs chosen should be stackable, comfortable, strong and sturdy
as they will be transported frequently from place to place.

 Side station (Sideboard or Dummy waiter): Food and service staffs will not be
able to extend quick service and work efficiently without a sideboard. It holds all the
necessary cutlery crockery, holloware, menu card, checks pad, accompanying sauce,
that required during service.

The following items are kept on the sideboard

 Cutlery
 Crockery
 Glassware
 Napkins
 Sugar bowls
 Cups and saucers
 Cruet set
 Ashtrays
 Paper napkins
 Trays
 Holloware
 Menu card
 Captain order (EPOS)
 Accompanying sauce portion

3.3.6: Miscellaneous
Other equipment used in food and beverage service is called miscellaneous. For
example: Tray, salvers, water jag, bread basket, butter dish, cruet set, bud vase, menu stand,
and so on

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3.3.7: Tableware
Tableware is any dish or dishware used for setting a table,
serving food, and dining. It includes cutlery, glassware, serving
dishes, and other items for practical as well as decorative purposes.

3.4 KNOWLEDGE OF MENU

Menu is a detailed list of food and beverage offerings with their respective prices. It is
prepared by a food and beverage service businesses to keep the customers informed about the
availability of various food and beverage items.
There are many different types of menus used in restaurants. The most commonly used
menus are À la carte menu, table d’hote menu or (set menu or fixed menu) and static menu.
À la carte menu: À la carte menu is a multiple-choice menu, with each dish priced
separately. If a guest wishes to place an order, he selects the item from the menu and pays for
the order he made. In an à la carte menu all items are cooked to order and served with
accompaniments.
Table d’hote menu: Table d’hôte refers to a menu of limited choice. It usually includes three
or five courses available at a fixed price. It is also referred to as a fixed menu or set menu.
Static menu: A static menu is a larger menu, typically divided into categories, that doesn't
change very often. It's the most widely used menu today, and it's what you likely think of when
you think of menus. That's because the majority of restaurants and bars out there utilize a static
menu.

3.4.1: Courses of food (meal)

Full course meals are made up of three courses: Starter (appetizer, salad and soup),
Main course, and Dessert. Also known as a three-course meal. You will see the restaurants
offering a menu with these three items.

Starter (First course)

A starter is a small quantity of food that is served as the first course of a meal. Starters are also
known as Appetizers, Salad and Soup.

Appetizer
A small dish of food taken before a meal or the main course of a meal to stimulate the
appetite.

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There are several different categories of appetizers. Some may fall into one or more
categories. For example: hot appetizer, cold appetizer, chip and dip appetizer, vegetable
appetizer and so on
Some of the famous and popular appetizer are: Bruschetta, Canapé, Finger food, Tapas,
and so on
Bruschetta: Bruschetta is an antipasto (starter dish) from Italy
consisting of grilled bread rubbed with garlic and topped with
olive oil and salt. Variations may include toppings of tomato,
vegetables, beans, meat, or cheese.
Canapé: A canapé (French word) is a type of hors d'oeuvre,
a small, prepared, and often decorative food, consisting of a small
piece of cracker, bread (sometimes toasted) wrapped or topped
with some savory food, held in the fingers and often eaten in one
bite.
Finger food: Finger foods are small, individual portions of food
that are eaten out of hand. They are often served at social events.
Tapas: Tapas is an appetizer or snack in Spanish cuisine. Tapas can be
cold (such as mixed olives and cheese) or hot (battered and fried baby
squid).

Salad
A cold dish of various mixtures of raw or cooked vegetables, usually seasoned with oil, vinegar,
or other dressing and sometimes accompanied by meat, fish, or other ingredients. When a sauce
is used to flavor a salad, it is generally called a dressing; most salad dressings are based on
either a mixture of oil and vinegar or a creamy dairy base.
There are four classification of salad that are called appetizer salad, main course salad,
side salad and dessert salad.
Appetizer salad: Light, smaller-portion salads served as the first course of the meal
Main course salad: Usually containing a portion of one or more high-protein foods, such as
meat, fish, seafood, eggs, legumes, or cheese
Side salad: To accompany the main course as a side dish; examples include potato salad,
watercress salad, coleslaw, and so on
Dessert salad: sweet salads containing fruit, gelatin, sweeteners or whipped cream

Caprese salad Chicken Caesar salad Potato salad Dessert salad

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Soup
Soup is a primarily liquid food, generally served warm or hot (but may be cool or cold),
that is made by combining ingredients of meat or vegetables with stock, milk, cream or water.
In traditional French cuisine, soups are classified into two main groups: clear soups and
thick soups. The established French classifications of clear soups are broth and consommé.
Broth is a savory liquid made of water in which meat, fish or vegetables have been simmered
for a short period of time.
Consommé is a type of clear soup made from richly flavored stock or broth that has been
clarified, a process that uses egg whites to remove fat and sediment.
Thick soups are classified depending upon the type of thickening agent used:
Purées soups are vegetable soups thickened with starch;
Bisques soups are made from puréed shellfish or vegetables thickened with cream;
Cream soups may be thickened with eggs, butter, and cream.
Other ingredients commonly used to thicken soups and broths include rice, lentils, flour, and
grains; many popular soups also include pumpkin, carrots, potatoes, and so on
Around the world, peoples almost having hot soup, but in the summer time they also
having cold soup. One of the famous and popular cold soup is gazpacho soup.
Gazpacho soup is a classic cold Spanish soup, perfect for sweltering summer days. It's
traditionally made with fresh tomatoes, cucumbers, red onion, and garlic.

Main course
The main course is usually the biggest dish on a menu. The main ingredient is often
meat, poultry, pasta, fish and seafood. It most often follows an appetizer, soup, or salad. Main
course is come along with accompaniment dish, knowns as side dish.

Meat: is animal flesh that is eaten as food. Such as chickens, sheep, goat, rabbits, pigs, and
cattle. Beef steak is the best meat in the world and often called just steak. Many people like to
treat themselves to a perfectly-cooked steak now and then.
You need to know the cuts being used, whether things are fresh or frozen, the type of product
being used as well as what things taste and look like, what they cost, how long they will take
to prepare and cooking styles.
For steaks, the most common levels of degree s and doneness are bleu, rare, medium rare,
medium, medium well and well-done. Look over the chart below:

Degrees and ‘doneness’ of steaks

It is important to note on the order how the guest wants their steak cooked.
Degrees of doneness are:
(1) Bleu – steak is seared on both sides then served
(2) Rare – steak is served when browned on both sides, and meat still contains blood

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(3) Medium rare – steak has less blood than a rare steak, though blood is still just present
(4) Medium to well-done – steak is cooked all the way through, no sign of blood
(5) Well-done: steak is cooked very well – a little burnt on the outside and definitely no sign
of blood.

Poultry: are domesticated birds kept by humans for their eggs, their meat or their feathers.
These birds are including chickens, quails, and turkeys that are killed for their meat. The young
of pigeons (known as squabs) are poultry, but does not include similar wild birds hunted for
sport or food and known as game.
Pasta: is a type of food typically made from an unleavened dough of wheat flour mixed with
water or eggs, and formed into sheets or other shapes, then cooked in boiling water, and
typically served with a sauce. Different types and categories of pasta are short pasta, long pasta,
sheet pasta, stuffed pasta, and dumpling pasta. Example; penne, spaghetti, fettuccine, lasagna,
ravioli, gnocchi, and so on

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Pasta sauce includes:

 Pomodoro sauce - (Oil, Garlic, Tomato Purée and sugar and season with salt)
 Carbonara sauce - (Classic Italian carbonara sauce: eggs, black pepper, parmesan
cheese, and pancetta. And creamy carbonara)
 Marinara sauce – (Canned tomatoes, onion, garlic, dried oregano, olive oil)
 Bolognaise sauce – (Plum tomatoes, basil leaves, oregano, bay leaves, tomato purée,
mince beef/pork, red chili, red wine)

Fish and seafood: Fish may be fresh, frozen or preserved and can be obtained from the sea
and freshwater. Fish can include: Flat fish and round fish, whole fish and fillets, whitefish, oily
fish.
Seafood can include: Sea fish, Shellfish, Echinoderms:
Sea fish: Anchovy, Mackerel, Swordfish, Tilapia, Tuna, Salmon, red snapper and so on
Shellfish (Crustaceans, Mollusca and Cephalopods):
Crustaceans: Crabs, Crayfish, Lobster, Shrimp, Prawn, and so on
Mollusca: Clam, Mussel, Oyster, Scallop, Snail, and so on
Cephalopods: Cuttle fish, Octopus, Squid, and so on
Echinoderms: Sea cucumber, Sea urchin

Dessert
A dessert is a type of food that is eaten after main course, and sometimes after a light
meal or snack. It is usually a sweet food, like ice cream, cookies, cakes and fruits are served as
dessert. Some desserts are made from natural resources like fruit juice used in sherbet. Others
are simple, like pudding and birthday cake. Many desserts are baked (cooked in an oven). Some
desserts are served with whipped cream as a topping. Fruit is also commonly found in dessert
courses because of its naturally occurring sweetness.
Four different types of dessert are baked dessert, fried dessert, frozen dessert and chilled
dessert.
Baked desserts: Baked desserts are made by putting the ingredients in a hot oven. Baked
desserts include cakes, muffins, puddings, sweet breads, and so on
Fried dessert: Fried desserts are made using a cooking process called deep frying. To
deep-fry food, a large pot filled with oil is heated, and then the food is placed into the pot.
Deep-fried desserts include doughnuts, banana fritters.
Frozen dessert: Frozen desserts are made by blending the ingredients in a freezer. Frozen
desserts include ice cream (a mixture of cream, milk, sugar, and flavorings), milk shakes (a
mixture of ice cream, milk, and flavorings), and sherbet (also spelled "sorbet") (a mixture of
water, sugar, and flavorings).
Chilled dessert: A chilled dessert is a dessert that is best served cold. Some examples of
chilled desserts would be pudding and mixed fruit platter.

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3.5 Types of Restaurant Service

There are many different types of food and beverage service types or procedures, but the major
category of the food service is plate service, silver service, family style service, buffet service,
French service and platter service.
Plate service: Plate service, also called American service
 Most common style of table service, found in restaurant
 Kitchen chef’s potion food on to service plates in the kitchen.
 Use plate covers to keep food warm while transporting from kitchen to guest table
 Serving from right
Silver service: Silver Service is a method of food service. This usually includes serving
food at the table. It is a technique of transferring food from a serving dish to the guest's plate
from the left. It is performed by a waiter using service forks and spoons. All food is portioned
into serving plate from the kitchen. During serving, the waiter present the food to the host for
approval and serves to the guests.

Family style service: Also called English service

 English service requires the food to be placed on large platters or in large bowls.
 These food portions are then delivered to the guest's table by waiters/servers.
 After the host checks and approves the food, placed on the table.
 The guests then pass the food around the table and serve themselves.
 In some cases, the host may also ask the waiter to serve the food.
 The family style service is easy to implement.
 The servers or waiters shouldn't be that much skilled.
Buffet service:
 Foods display in a chafing dish on buffet counters. (Starter, Main course and dessert)
 Guests help themselves to pick up they would like to eat.
 Plate and cutlery (fork and spoon) are kept at the starting of the buffet counter.
 There are servers behind the counter who helps the guests with serving the food from
the chafing dish to the plate.
 The staff should consistently keep the buffet containers full.
 In some kind of buffet setup like sit-down buffet, servers need to serve the food to the
guest sitting the table.
 There are on the spot cooking in some buffet counter, e.g., counters which cook the
displayed fish or meat, or counters for pasta or eggs etc.
 This type of service is recommended for large gathering or party.
 The staff should maintain cleanliness and order during buffet service.

French service: also known as Cart service or Gueridon service

Meal is prepared at tableside by service employees using service carts. Service ware for this
service is very elegant, silverware is often used. Professionally train service employees who
understand the procedures for tableside food preparation.

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Platter service: Also known as Russian service.

Foods are cooked tableside, just like cart French service, but instead, servers put the foods on
platters and then pass the platters at tableside. Guests help themselves to the foods and assemble
their own plates. Service is from the left.
Table service: Table service can describe a type of service where customers are seated
at tables and served by waitstaff step by step until the customers left from the table.

3.6 Knowledge of Food

The food and beverage service staff should be able to describe the dishes on the menu to the
guest in a simple and clear way. Should be able to pronounce all food items in the menu
accurate. Able to know the ingredients and cooking method of all items on the menu. To know
the preparation time of each dish.

Food staffs - Food waiters/waitress and assistant waiters/waitress

For food staff product knowledge should include information about:
 Menu items (dishes offered on the menu - you should know what is available and what
is not)
 Serve, or portion sizes
 Prices
 Cooking styles
 Cooking times
 Ingredients
 What is fresh and what is bought in, frozen, and or pre-prepared
 Suitability for those with certain dietary or cultural requirements
 Cutlery and crockery required for service of individual menu items.

Beverage staff – drink waiters and bar attendants

For beverage service staff product knowledge should include information about:
 The drinks/mixed drinks available from the bar – including cocktails where applicable
 The brand names and types of spirits, liqueurs and wines available
 The table and sparkling wines available – bottled and ‘bulk’ (‘house wine’)
 The soft drinks available – including juices, waters and mocktails
 The beers available – draught and packaged
 The pre-mixed/ready-to-drink beverages available
 Prices
 Knowledge about individual beverages – such as wine knowledge, how various liqueurs
may be served, the alcoholic strength of different liquors, whether products are
domestic or imported
 Knowledge about matching food items with beverage items
 Glassware for the service of all drinks.

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Venue knowledge
All staff should have general information about the venue itself, such as:
 Opening hours
 Methods of payment accepted
 Booking policies and procedures – including need for deposits and requirements in
relation to booking confirmations
 Complaint handling procedures
 Facilities and services available elsewhere in the venue
 Names of managers/owners
 Legal issues – as they apply to issues such as the service of liquor and safe food
handling
3.6.1: Knowledge of Food for Breakfast
Breakfast is often called 'the most important meal of the day', and for good reason. As the name
suggests, breakfast breaks the overnight fasting period. It replenishes your supply of glucose
to boost your energy levels and alertness, while also providing other essential nutrients required
for good health.
Types of Breakfast
There are different types of breakfast: the most common are À la carte breakfast, American
breakfast, Continental breakfast, Buffet breakfast, and regional breakfast.

À la carte breakfast
Choice of fruit
[Watermelon, Papaya, Honey Dew, Pineapple, Pomelo, Pear, Peach, Mango, etc.…]
Choice of juice
[Tomato juice, apple juice, pineapple juice, orange juice, Carrot juice, etc....]
Choice of cereal
[Corn flake, All Bran, Rice Crispy, Coco Pop, Muesli, etc.…,]
Choice of yogurt
[Plain, Strawberry, Banana, Peach, Pear, Mixed Fruit, Mixed Berry, etc.…,]
Choice of Assorted Bread
[Toast, Croissant, Cinnamon roll, Danish Pastry, Muffin, Soft Roll, Hard Roll, Rye Bread,
Baguette, White Bread, Brown Bread, etc.…,]
Served with preserved, [Butter, Jam, Marmalade, Honey
Two-Egg any style
Fried egg (sunny side up, over easy), Boiled egg, Poached egg, Omelette, Scramble egg
Served with Ham, Bacon, Sausage and condiment with hash brown potato, sauté mushroom
and grilled tomato.
French toast Serve with Butter, Honey or Maple Syrup
Pan cake or waffle Serve with Butter, Honey or Maple Syrup
Hot beverage Coffee, Tea, Decaffeinated, Hot Chocolate or Hot Milk

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American breakfast

Choice of fruit or juice

[Watermelon, Papaya, Honey Dew, Pineapple, Pomelo, Peach, Mango, Guava Fruit, etc.
Tomato juice, apple juice, pineapple juice, orange juice, Carrot juice, etc...]
Choice of cereal
Corn flake, All Bran, Rice Crispy, Coco Pop, Muesli, [Served with sugar and hot/cold milk]
Choice of assorted bread
[Toast, Croissant, Cinnamon roll, Danish Pastry, Muffin, Soft Roll, Hard Roll, Rye Bread,
Baguette, White Bread, Brown Bread, etc.…,]
Served with preserved, [Butter, Jam, Marmalade, Honey]
Two-Egg any style
Fried egg (sunny side up, over easy), Boiled egg, Poached egg, Omelette, Scramble egg
Served with Ham, Bacon, Sausage and condiment with hash brown potato, sauté mushroom
and grilled tomato.
Hot beverage Coffee, Tea, Decaffeinated, Hot Chocolate or Hot Milk

Continental breakfast

Choice of fruit or juice

[Watermelon, Papaya, Honey Dew, Pineapple, Pomelo, Peach, Mango, Guava Fruit, etc.
Tomato juice, apple juice, pineapple juice, orange juice, Carrot juice, etc...]
Choice of assorted bread
[Toast, Croissant, Cinnamon roll, Danish Pastry, Muffin, Soft Roll, Hard Roll, Rye Bread,
Baguette, White Bread, Brown Bread, etc.…,]
Served with preserved, [Butter, Jam, Marmalade, Honey]
Hot beverage Coffee, Tea, Decaffeinated, Hot Chocolate or Hot Milk

Regional breakfast
Example: Asian breakfast
Porridge, or congee, or boiled rice
Choice of Fish, Prawn, Chicken, Beef or Pork served with Chinese pickle, Salted egg,
Anchovy, Ginger, Spring Onion and Soya sauce.
Fried rice
With choice of prawn, chicken, beef, pork, or vegetable served with cut chilli and soya sauce.
Fried noodle
With choice of prawn, chicken, beef, pork, or vegetable served with cut chilli and soya sauce.
Fried vermicelli
With choice of prawn, chicken, beef, pork, or vegetable served with cut chilli and soya sauce

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3.6.2: Knowledge of Food for Lunch and Dinner

Your product knowledge needs to reflect the needs of the place where you work. This means
the waiter in a fine dining restaurant will have knowledge about different things to a person
serving food from a Bain Marie in a fast-food outlet. While it is good to develop a broad and
detailed level of product knowledge, it is essential to first gain the product knowledge
necessary for your nominated job. With this in mind, food knowledge may relate to:

Salads
Healthy eating has also seen the rise in the popularity of salads. Salads may exist as a stand-
alone menu item (such as a ‘Chicken Caesar Salad’) or as an accompaniment to a main course
dish – such as green salad or a mixed salad.
Salads may be classical or contemporary, varying in ethnic and cultural origins, served either
cold, warm or hot, and may contain a variety of cooked and uncooked ingredients. Dressings
are applied to some salads.

Salad vegetables include:

 Beetroot
 Carrots
 Celery
 Lettuce
 Mushrooms
 Onions and spring onions
 Bell Peppers–red, green and yellow
 Radishes
 Shredded cabbage – in coleslaw (salad made with shredded/grated cabbage, onions,
carrots, seasoning and mayonnaise)
 Tomato – including cherry tomatoes

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Soups
A traditional course on many menus, soups provide low food cost
items for many premises.
Soups may be classic or contemporary, may be served hot or cold
and can reflect ethnic flavours from many countries.
Options include:
Clear soups (Consommé, Broths)
Thick soup (Purées soups, Cream soups, Bisques soup)

Meat, Poultry, Fish and Seafood – Starter and Main Courses

Meat, poultry, fish and seafood are common raw materials for all courses (except desserts)
including entrées and main courses. As staple ingredients meat, poultry, fish and seafood can
be the stand-alone ingredient for a dish (such as steak, fillets of fish, or lobster) or they can be
ingredients in other menu items such as sauces and wet dishes.

Meat
Meat includes:
1. Beef
2. Lamb
3. Mutton
4. Pork
5. Veal
Cuts and options vary between the meat items but can
include:
1. Steaks
2. Chops and/or cutlets
3. Mince

Degrees and ‘doneness’ of steaks

It is important to note on the order how the guest wants their steak cooked.
Degrees of doneness are:
(1) Bleu – steak is seared on both sides then served
(2) Rare – steak is served when browned on both sides, and meat still contains blood
(3) Medium rare – steak has less blood than a rare steak, though blood is still just present
(4) Medium to well-done – steak is cooked all the way through, no sign of blood
(5) Well-done: steak is cooked very well – a little burnt on the outside and definitely no sign
of blood.

You need to know the cuts being used, whether things are fresh or frozen, the type of product
being used as well as what things taste and look like, what they cost, how long they will take
to prepare and cooking styles.

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Poultry
Includes whole birds or cuts and includes:
(1) Chicken
(2) Duck
(3) Goose
(4) Pheasant
(5) Quail
(6) Turkey
You need to know the cuts being used, whether things are fresh or frozen, the type of product
being used as well as what things taste and look like, what they cost, how long they will take
to prepare and cooking styles. Options include whole birds, legs, wings and breast.

Fish
Fish may be fresh, frozen or preserved and can be obtained from the sea of from freshwater.
Fish can include:
(1) Flat fish and round fish
(2) Whole fish and fillets
(3) Whitefish
(4) Oily fish

Seafood
Seafood includes:
Shellfish – generic term for seafood from a fish with a shell such as;
 Crayfish
 Crabs
 Lobster
 Prawn

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 Clams
 Mussels
 Scallops
 Oysters
You need to know the type of fish or seafood being used, whether things are fresh or frozen (a
very common question in relation to fish and seafood) as well as what things taste and look
like, what they cost, how long they will take to prepare and cooking styles.

Pasta
Pasta can be bought-in as ‘dried’ pasta and re-constituted on-site, or it may be made fresh on-
the-premises.
Pasta comes in a wide variety of types (flat, tubular and shaped) and sizes and may be filled or
plain.
Pasta is traditionally served with a variety of sauces but can also be used in soups and as a
substitute for potato.
Pasta includes:
 Fettuccini
 Gnocchi
 Lasagna
 Penne
 Spaghetti
Pasta sauce includes:
 Pomodoro
 Carbonara
 Marinara
 Bolognaise

Noodles
Noodles are made from flour (wheat) and water, and/or eggs. In many ways they are similar to
pasta.

Vegetables
Vegetables are traditionally used as an accompaniment to a main dish. Some vegetables can
also be used in salads. ‘Root vegetables’ grow underground.
Vegetables can include:
1. Beans – green vegetable
2. Broccoli – green vegetable
3. Cabbage – green vegetable
4. Celery – green vegetable
5. Peas – green vegetable
6. Spinach – green vegetable
7. Sprouts – green vegetable
8. Carrots – root vegetable
9. Onions – root vegetable

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10. Potatoes – root vegetable

11. Tomatoes – technically a ‘fruit’ but commonly referred to as a vegetable.

Fruit
A growing focus on healthy eating has seen increased up-take of fruit in premises. Fruit is
almost mandatory with breakfasts, and supplied free-of-charge by some properties to house
(in-room) guests and/or at reception.
Fruit options include:
 Dried fruit – such as dried apricots, figs, sultanas, raisins and
currants
 Fresh fruit salad – available with or without cream, yoghurt or
ice cream
 Pieces and platters of fresh fruit – pineapple, watermelon,
apples, bananas, rambutan, jackfruit, star fruit, mango
 Tinned fruit – such as pears, peaches and apricots

Snacks
Snacks are light meals, commonly provided for people who are in a hurry or who are not
especially hungry. One characteristic of a ‘snack’ is that it can often be easily taken away by
the purchaser.
Snacks can include:
 Hot chips and potato wedges
 Biscuits, crisps and crackers
 Hot dogs
 Pies
 Croissants
 Sandwiches and rolls
 Baguettes
 Hamburgers
Some snacks can also be meals – for example, a slice of pizza is a snack, but a whole pizza is
a meal.

Desserts
Desserts are served after the main course and also known as Sweets.
They can be either hot or cold – many are served with sauces - and include:
 Puddings
 Pies
 Tarts
 Fritters – Banana fritters, or pineapple fritters
 Fruit platter – fruit which has been peeled and cut ready for eating
 Sponge and mousse
 Crepes (Thin pan cake)
 Sorbets (Sherbet), and Ice cream

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National Dishes
It is vital you understand the traditional national dishes of the country in which you work. Many
tourists visit your country and your workplace to experience the local cuisine and you must
know:
 The names of these dishes
 The ingredients in them
 Any relevant history – (as applicable) how and when they were invented; who they
were named after
 The cooking processes used to produce them
 Their flavours and appearance
 Serve size and how they are served
 Cost

Signature Dishes
 Venues may – or may not – have one or more Signature dishes. These dishes are dishes
of the venue (or the chef) is famous for.
 Many visitors will come to the venue just for this possibly world-renowned dish.
 Signature dishes may be a local/regional dish or from another culinary area.
 Venues will strive to always have the Signature dishes available, all the time the venue
is open.

3.6.3: Glossary of Food

NO TERM EXPLANATION
Different items with different price. Guest selects and pays
1. À la carte menu
for what they want: French for ‘from the card’
2. Appetizer Food served before a meal to stimulate the appetite.
There are two main types of asparagus. White and green
3. Asparagus
eaten in spring
4. Baguette [Fr.] Slim and long shape French bread
Food display/presentation equipment used for keeping hot
5. Bain Marie
food hot and cold food cold, when ready for service.
Slowly cooked balsamic vinegar until slightly sticky and
6. Balsamic reduction
sweeter
Béarnaise sauce is a sauce made of clarified butter emulsified
7. Béarnaise sauce
in egg yolks and white wine vinegar and flavored with herbs.
A shellfish soup with its flavour derived mainly from the
8. Bisque soup
shells
To put in boiling water to remove excess things before
9. Blanch
normal cooking.
10. Bleu Extremely rare.
Blini traditionally refers to small (2-4 inches in diameter)
11. Blinis
savory pancakes made with leavened batter.

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Bolognese sauce is a classic Italian sauce for pasta made with

12. Bolognese sauce
ground meat such as beef or pork
13. Broth Thin, clear soup

14. Calamari The word calamari come from the Italian for "squid."

15. Canapés A sub-set of hors d’oeuvres usually finely decorated

Carbonara sauce is a rich, silky sauce made with bacon, eggs,
16. Carbonara sauce
Parmesan cheese, salt, and pepper
17. Casserole Dish used to prepare stews in the oven.

18. Cinnamon Kind of spice from the wood of a tree.

Food’ cover usually metal often semi spherical with a handle
19. Cloche or finger whole at top. Serving to keep the food warm and
there is some cloche for cheese.
Poached dessert containing eggs caramelized with sugar on
20. Crème Brule
top.
A piece of toasted bread, often cubed and seasoned. Croutons
21. Crouton are used to add texture and flavor to salads—notably the
Caesar salad
22. Crustaceans Shellfish

23. Dessert Course, after main course

24. Dill Green feathery herb commonly used for seafood and fish.
A type of sauce which is a mixture of chopped and seasoned
25. Dressing
ingredients, that generally poured on a salad
26. Entrées Course served before main course

27. F&B Food and beverage

From back of the cow, Bone less beef loin and very tender
28. Fillet of beef
meat
29. Fritter Battered and deep-fried food item
Traditional soup from Spain made with tomato, cucumber,
30. Gazpacho
onion, vinegar, olive oil, red pepper and served cold.
Cheese made from goat milk there are all type of existing
31. Goat cheese
from fresh cheese to hard cheese.
32. Green salad Salad made from green leaves of various salad vegetables

33. Gueridon A table or trolley used for cooking alongside the guest’s table

34. Item’ 86 Not available item

Belong to the family of shellfish and has two big claws, the
35. Lobster
size is depending on the origin.
Marinara sauce is a meatless sauce that is slow-simmered and
36. Marinara sauce
made with tomatoes, garlic, and herbs.
Mozzarella is a southern Italian cheese traditionally made
37. Mozzarella cheese
from Italian buffalo's milk
38. MSG Monosodium Glutamate

39. Pancetta [Ital.] Italian special made from hot smoked pork belly

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40. Parmesan cheese Italian hard cheese produced from cows' milk

41. Pine nut Kind of nut

Pomodoro sauce is a tomato-based pasta sauce made from
42. Pomodoro sauce
fresh tomatoes, garlic, olive oil, and fresh basil
Knowledge about the products (and services) your workplace
43. Product knowledge
has available for customers.
44. Ravioli Square shape stuffed Italian pasta with different things

45. Sauté Fried quickly in a little hot fat

46. Scallop Also called pilgrim mussel found in Europe.

47. Seasoning Salt and pepper

48. Shellfish Seafood from aquatic animals with a shell

49. Silver service Use of spoon and fork to serve food at table
Set menu where (for example) customer has a choice from
three different menu items for each course: price is constant
50. Table d’hôte menu
regardless of what guest selects. French for ‘table of the
host’.
51. Tapas Appetizers/snacks with Spanish influence
Type of sea fish which is one of the most important ones in
52. Tuna
the world. There are many different type and size existing.
53. Waffle Baked in waffle iron waffle mean wafer

3.6.4: Meat, Poultry, Seafood, Vegetable, Herbs and Spices

1. Acacia leaf 83. Mushroom

2. Aniseed 84. Mustard
3. Arjinomoto (MSG) 85. Mustard seed
4. Asparagus 86. Mutton
5. Aubergine 87. Noodle
6. Baguette 88. Okra
7. Basmati rice 89. Omelette
8. Bean Curd 90. Onion
9. Bean Sprout 91. Pancetta
10. Beef 92. Paprika
11. Bell pepper 93. Paste
12. Bitter gourd 94. Penny worth leaf
13. Black lentil 95. Pickle Neem Leaf
14. Black pepper 96. Pigeon Pea
15. Brain 97. Pink Pepper
16. Brinjal 98. Potato
17. Broccoli 99. Prawn
18. Brussels sprout

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19. Butter 100. Pumpkin

20. Butter fish 101. Quail
21. Cabbage 102. Quail egg
22. Calf 103. Rice Noodle
23. Carrot 104. Rice roll
24. Cauliflower 105. Rock Melon
25. Caviar 106. Roselle leaf
26. Century egg 107. Sago
27. Chick Pea whole 108. Salami
28. Chicken 109. Salmon
29. Chicken bun 110. Salted Egg
30. Chili Sauce 111. Salty
31. Cinnamon 112. Sausage
32. Citron Leaf 113. Sautee’
33. Clove 114. Scallop
34. Corn 115. Scampi
35. Crab 116. Sea Bass
36. Cream Cheese 117. Sea Cucumber
37. Creamy 118. Sea Fish
38. Cucumber 119. Sea prawn
39. Cumin 120. Seafood
40. Deep fried spring roll 121. Seaweed
41. Dhal 122. Semi Hard cheese
42. Dried chili 123. Sesame Oil
43. Dried shrimp 124. Sesame Seed
44. Drumstick 125. Shallot
45. Drumstick leaf 126. Shark fin
46. Duck 127. Shrimp
47. Duckling 128. Snow Pea
48. Egg Pudding 129. Soft Cheese
49. Fillet 130. Soup
50. Flat Rice Noodle 131. Sour
51. Foie Gras 132. Spice
52. French bean 133. Spicy
53. Fried shallot 134. Spinach
54. Game 135. Spring onion
55. Garlic 136. Spring roll
56. Gherkin 137. Squid
57. Giblet 138. Steam wonton
58. Ginger 139. Stock
59. Glutinous Rice 140. Sun flower seed
60. Goose Liver 141. Sweet
61. Green mustard 142. Sweet pepper
62. Green Pepper 143. Tamarind
63. Hard Cheese 144. Tamarind leaf
64. Heart 145. Taste
65. Herbs 146. Tiger Prawn
66. Hot

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67. Kai Lan 147. Tomato

68. Ketchup 148. Truffle
69. Kidney 149. Tuna
70. Lady finger 150. Turkey
71. Lamb 151. Veal
152. Vegetable
72. Leek
153. Vermicelli
73. Lemongrass 154. Water cress
74. Lentil 155. White mustard
75. Lettuce 156. White Pepper
76. Liver 157. White Radish
77. Lobster 158. Zucchini
78. Long bean
79. Lotus
80. Marrow
81. Mayonnaise
82. Meat Dumpling

3.6.5: Fruits and Nuts

1. Almond 20. Guava Fruit 39. Peanut (ground nut)
2. Apple 21. Ice Potato 40. Pear
3. Banana 22. Hazelnut 41. Pineapple
4. Blackcurrant 23. Honey Dew 42. Plum
5. Blue Berry 24. Hog Plum 43. Pomegranate
6. Cashew nut 25. Jack fruit 44. Pomelo
7. Cherry 26. Juniper berry 45. Raspberry
8. Chestnut 27. Kiwi 46. Rambutan
9. Citron 28. Lemon 47. Raisin
10. Currant 29. Lime 48. Snow fruit
11. Cranberry 30. Lychee 49. Star Fruit
12. Custard Apple 31. Mandarin 50. Sour Sop
13. Damson 32. Mango 51. Strawberry
14. Date fruit 33. Mangosteen 52. Sunkist
15. Durian 34. Olive 53. Sweet Potato
16. Fig 35. Orange 54. Walnut
17. Grape 36. Papaya 55. Watermelon
18. Grapefruit 37. Passion fruit
19. Goose Berry 38. Peach

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3.6.6: Cooking Method of Food

Food and beverage service staffs should have the knowledge of cooking methods. Because
first, they were met the customer and need to explain the cooking style of food items from the
menu list.
Service staffs must have essential of cooking method are as follow:
1. Baked
2. Blanch
3. Boiled
4. Braise
5. Broiled
6. Fried
 Pan fried
 Shallow fried
 Deep fried
 Stir fried
 Wok fried
7. Grilled
 Charcoal grill
 Electric grill
 Gas grill
 Pan grill
8. Poached
9. Roasted
10. Steamed
11. Stew

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3.6.7: Food Menu

Fine Dining Restaurant

À La Carte Menu

Starter
 Appetizer
Smoked Salmon canapés
Smoked salmon, dill and cream cheese are layered on top of blinis

Crispy Calamari Ring

Served with chilli sauce

Mushroom Bruschetta
Mixed of slice baby portobello and shiitake mushrooms, cream and olive oil topping on toasted
slice of baguette

 Salad
Caesar salad
Pancetta, crouton, parmesan cheese and grill pine nut with Caesar dressing on romaine lettuce.

Caprese salad
Slice of ripe tomato and mozzarella cheese design with balsamic reduction, and end with
sprinkling of black pepper

Warm goat cheese salad

Grilled goat cheese log on toasted bread slice, served on a mixed green salad with pine nut and
raspberry dressing

 Soup
Consommé
Choice of beef or chicken

Creamy Carrot Soup

Blended of sauté carrot, white onion and shallot mixed with cream

Gazpacho Soup
Mixed and blended of tomato, cucumber, onion, vinegar, olive oil, red pepper and garnish with
dice tomato

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Main Course

 Fish and Seafood

Grilled Salmon Fish Fillet
Grilled Norwegian salmon served on creamy mash potato and grilled asparagus

Baked Lobster
Served with lemon butter sauce

 Meat and Poultry

Roasted Chicken
Served with roasted vegetables and gravy

Grilled Tenderloin Steak

Served with sauté baby potato and choice of (Béarnaise sauce or Mushroom sauce or
Peppercorn sauce)

 Pasta
Penne Pomodoro
Penne cooked together with pomodoro sauce and parmesan cheese

Spaghetti Bolognese
Spaghetti cooked together with Bolognese sauce and sprinkle on top grated parmesan cheese
(Choice of beef or pork for Bolognese sauce)

Dessert
Crepes Suzette
Delicious crepe suzette with orange zest and grand Marnier sauce

Seasonal Fresh Fruit Platter

Crème Brule
Creamy custard base and topped with layer of caramelize sugar

Home Made Ice Cream

[Select two scoops] Vanilla, Chocolate, Strawberry, Mango, Cookies & Cream

Home Made Sherbet

[Select two scoops] Lime, Lemon, Orange, Raspberry

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Fine Dining Restaurant

Three Courses Set Menu-1

25 US$ for 3-Courses

Starter
Smoked Salmon canapés
Smoked salmon, dill and cream cheese are layered on top of blinis
(OR)
Caprese salad
Slice of ripe tomato and mozzarella cheese design with balsamic vinegar, and end with
sprinkling of black pepper

Main Course
Grilled Salmon Fish Fillet
Grilled Norwegian salmon served on creamy mash potato and grilled asparagus
(OR)
Spaghetti Bolognese
Spaghetti cooked together with Bolognese sauce and sprinkle on top grated parmesan cheese
(Choice of beef or pork for Bolognese sauce)

Dessert
Crepes Suzette
Delicious crepe suzette with orange zest and grand Marnier sauce
(OR)
Home Made Ice Cream
[Select two scoops] Vanilla, Chocolate, Strawberry, Mango, Cookies & Cream

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Fine Dining Restaurant

Three Courses Set Menu-2

30 US$ for 3-Courses

Starter
Mushroom Bruschetta
Mixed of slice baby portobello and shiitake mushrooms, cream and olive oil topping on
toasted slice of baguette
(OR)
Creamy Carrot Soup
Blended of sauté carrot, white onion and shallot mixed with cream

Main Course
Baked Lobster
Served with lemon butter sauce
(OR)
Grilled Tenderloin Steak
Served with sauté baby potato and choice of (Béarnaise sauce or Mushroom sauce or
Peppercorn sauce)

Dessert
Crème Brule
Creamy custard base and topped with layer of caramelize sugar
(OR)
Seasonal Fresh Fruit Platter

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Fine Dining Restaurant

Three Courses Set Menu-3

25 US$ for 3-Courses

Starter
Caesar salad
Pancetta, crouton, parmesan cheese and grill pine nut with Caesar dressing on romaine lettuce
(OR)
Consommé
Choice of beef or chicken

Main Course
Roasted Chicken
Served with roasted vegetables and gravy
(OR)
Penne Pomodoro
Penne cooked together with pomodoro sauce and parmesan cheese

Dessert
Crème Brule
Creamy custard base and topped with layer of caramelize sugar
(OR)
Home Made Sherbet
[Select two scoops] Lime, Lemon, Orange, Raspberry

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3.7 : Knowledge of Beverage

General background
Your product knowledge needs to reflect the needs of the place where you work.
It is important that you learn what drinks are available, and develop an understanding of similar
or like products so that when a customer orders something you do not have, you can suggest a
suitable alternative.
For example, if a customer orders a “Tanqueray and tonic water” you need to know Tanqueray
is an imported gin and if you do not stock it, you could recommend another imported gin you
do stock (such as, for example, Gordon’s or Beefeater)
The type of general information about alcoholic beverages you may need to pass on to
customers includes:
 Which ones are suitable drinks for aperitifs?
 Which ones are suitable for drinking during and after a meal?
 Suggested basic wine and food combinations
 What they taste like, look like, smell like and where they come from
 What their alcoholic strength is
 Whether they are domestic or imported beverages
 Information specific to wines – details relating to wine makers, wine styles, wine
growing
 areas, grape varieties, wine characteristics and information relating to wine shows and
the
 wine industry
 Size of serves, bottles, cans and glasses
 The variety of ways in which different liquors can be served

3.7.1: Glossary

Advocaat Brandy and egg-based liqueur, yellow in colour

Age The time a spirit is left to mature before bottling it
A way of indicating the alcoholic strength of beverages: stands for
Alc / vol
alcohol by volume
A cocktail shaker comprising a metal base with a bar glass. (Boston
American shaker
shaker)
Amoretto Almond liqueur
Alcoholic bitters made from herbs and spices used in very small
Angostura bitters
quantities to colour and flavour certain cocktails
Aperitif A drink that is served before dinner to stimulate the appetite
The bartender’s assistant who is usually responsible for filling the ice
Bar Back
buckets, stocking beer and helping with other mundane chores.
Large glass in which cocktails may be mixed using the stirring
Bar glass
method. Also one-half of the Boston shakers

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Base Liquor The main ingredient in a drink (cocktail)

A cocktail shaker comprising a metal base with a bar glass. Also
Boston shaker
known as an American shaker
An alcoholic drink made by combining ingredients which may
Cocktail
include spirits, liqueurs, milk, cream, fruit and fruit juice and ice
Non-alcoholic beverage, same as a liqueur; it’s a sweet drink made
Cordial
from berries, fruit or herbs.
Crème de bananas Banana liqueur
Crème de cassis Blackcurrant liqueur
Crème de menthe Mint-flavoured generic liqueur – available in green and clear colour
A few of drops splashed into the glass. You can buy a dash bottle to
Dash
get on exact measurement
Also known as ‘flaring’ Cocktail mixing with extravagant moves
Flairing
emphasising the entertainment side of cocktail mixing
Pouring of liquid/alcohol from a bottle without measuring the amount
Free-pouring poured (or using personal judgement 9’eye’) to determine the amount
poured
Half and half Equal parts of cream and milk
Alcoholic beverage, same as a cordial, it’s a sweet drink made from
Liqueur
berries, fruit or herbs.
Mocktail Non-alcoholic cocktail
A drink served at room temperature with no ice. Also, a drink served
Neat
without any mixer
On the rocks A drink that is served over ice
Over pouring Pouring too much liquid/alcohol into a drink
Pony 30ml (one-ounce) measure or a term for a small, stemmed flute glass
Proof The alcohol content of a spirit
Splash A small amount of mixer added to a drink.
A traditional, three-part cocktail shaker comprising base, strainer and
Standard shaker
cap
After shaking or stirring a drink with ice or fruit pulp, you usually
Strain want to separate it from the liquid. Strainers usually fit over their
containers, which allow you to do this.
a stick or straw, generally plastic, that is placed in the drink for
Swizzle stick
stirring and serves as a decoration.
Top shelf The best or most costly spirits available
Under-pouring Not pouring enough liquid/alcohol into a drink
Virgin Non-alcoholic drink
Wedge A piece of fruit cut in half, and sliced again to garnish a drink.
The outermost and coloured part of (for example) oranges, lemons
Zest of fruit
and limes, not including the white part (the ‘pith’) of the fruit

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3.7.2: Types of Beverages

Two main types of beverages:
1. Non-alcoholic beverage
2. Alcoholic beverage

Non-alcoholic beverages
Cold Drink Hot Drink
Water Mineral water, Sparkling Coffee Cappuccino, Latte, Espresso,
water, Tonic water, Soda water Americano
Juice From fruits Tea Black tea, green tea, oolong tea
Soft Drink Coke, Pepsi, Sunkist Hot Milk
Energy Drink Red bull, Shark Hot heated drink consisting of cocoa
Chocolate powder mixed with hot milk or
water
Sport Drink Royal-D, 100 Plus
Milk Shake Vanilla, Strawberry
Smoothie Healthy drink
Mocktail Non-alcoholic cocktail
Detox Drink Healthy drink

Alcoholic Beverages
Alcoholic beverages are including Spirit, Aperitif, Beer, Liqueur, Wine and Cocktail.

Spirit
A spirit is a strong alcoholic beverage produced from fruit, grains, herbs and vegetable by
fermentation and distilling.
Types of Spirit
There are seven types of spirit;
1. Whisky
2. Vodka
3. Rum
4. Gin
5. Tequila
6. Brandy
7. Cognac

Whisky (Whiskey)
Whisky or whiskey is a type of distilled alcoholic beverage made from fermented grain mash.
Various grains (which may be malted) are used for different varieties, including barley, corn,
rye, and wheat. Whisky is typically aged in wooden casks. Whisky is a strictly regulated spirit
worldwide with many classes and types.
Two main types of whisky are blended whisky and single malt whisky. Blended whiskey is a
type of whiskey made by combining whiskies from different malt and grain distilleries. Single
malt whisky contains 100% barley.

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Blended Scotch Whisky

Brand Country Flavour Colour Base

Red Label (3-years old)
Black Label (12-years old)
Green Label (15-years old)
Gold Label (18-years old)
Blue Label (28 to 60 years)
Chivas Regal (At least 12
years)
Chivas Royal Salute (21 year)
Ballantines (12 to 40)

Single Malt Scotch Whisky

Brand Country Flavour Colour Base

Glenfiddich (12 to 45)
Glenmorangie Port Wood
Finished (12 year)
Macallan (12 to 75)

Irish Whiskey
Traditional Irish whiskey is made from malted as well as unmalted barley. Is triple distilled
using pot stills and the aged is for no less than five years. Irish whiskey was available
throughout Ireland and Britain into the 1800s.
Brand Country Flavour Colour Base
J.Jamesons
Bushmills
Paddy Old

American Whiskey
The first American whiskey was made from rye, after colonists found that the grain yielded a
spicy and flavoursome spirit. This was the processor of bourbon. Bourbon must be distilled
from a mash that contains at least 51% maize and has been age for minimum of two years. It
is mature in charred oak barrels to give it a darker colour and a sweet and Smokey flavour.
Brand Country Flavour Colour Base
Jim Beam
Jack Daniel

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Canadian Whisky
Canadian whisky is light and smooth. It is made from a mash of corn, barley and rye, and
then distilled in continuous stills that produce an almost pure spirit. It is aged for a minimum
of two years.
Brand Country Flavour Colour Base
Canadian Club

Seagrams VO

VODKA
Originally the vodka is made from potatoes. Vodka is originally an odourless, colourless and
flavourless spirit. That is great for use in cocktail. Now it has made with high quality grains
and purified water. Nowadays vodka is adding a lot of different flavour.
Brand Country Flavour Colour Base
Absolut
Belvedere
Gray Goose
Skyy
Smirnoff
Stolichnaya

RUM
Rum is spirit made from the sugar cane plant. It comes in three types white, gold and dark.
The dark is distilling in pot stills and aged from five to twenty years.
Brand Country Flavour Colour Base
Bacardi
Captain Morgan Spice Rum
Cachaca
Havana Club

GIN
Gin is a pure and clear alcohol that has no taste in itself and is flavoured using a variety of
herbs, called ‘botanicals’. The primary flavouring is juniper berries, and ingredient is barley or
other grain.
Brand Country Flavour Colour Base
Beefeater

Bombay Sapphire

Tanqueray

Ply Mouth

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TEQUILA
Tequila is a spirit made from only blue agave of Mexico. The plant takes eight to twelve years
to mature. Then their pins are harvested by hand and sun dried. It is usually consume in shooter
from with a slice of lemon and a pinch of salt. It come three colours silver, gold and dark.
Brand Country Flavour Colour Base
Jose Cuervo
Camino Real
Bianco

BRANDY
Brandy is basically distilled from wine and it is good for digest.
Brand Country Flavour Colour Base
Beehive
Three Barrels

COGNAC
The roots of COGNAC lie in the legend of a 16th century knight of the Cognac region who
feared he had burn in hell twice for killing his unfaithful wife and for slaying her lover.
Apparently, he decided to burn his wine twice instead and store it in the cellar. Cognac becomes
synonymous with fine brandy, but in 1909 the French declared that only produce from the area
immediately surrounding the town of Cognac could be called cognac.
Brand Country Flavour Colour Base
Martell V.S.O. P
Hennessy V.S.O. P
Hennessy X. O
Remy Martin
V.S.O. P

APERITIF
A drink that you have served before a dinner to stimulate the appetite. And it is good for palate.
Brand Country Flavour Colour Base
Campari
Martini Rosso
Martini Bianco
Martini Extra Dry
Pimm’s No-1
Pernod

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BEER
Beer is the world oldest and most popular an alcoholic beverage and
established from Egypt.
Beer is come into two forms; these are lagers and ales. They are making with
yeast hops sugar and water. They use a different type of yeast and ferment at
different temperature.
Ales use yeast that is top fermenting [yeast sit at the top of the liquid when
fermenting] and fermentation at 15 to 24 degrees.
Lagers use a bottom fermenting yeast with the first fermentation done at 7 to
12 degree and the secondary fermentation at 0 to 4 degrees.

Brand Country Flavour Colour Base

Amstel Light
Budweiser
Corona
Foster
Heineken
Stella
Tiger
Peroni

Liqueur
Liqueur is an alcoholic drink composed of spirits and additional flavorings such as sugar, fruits,
herbs, and spices. Often served with or after dessert, they are typically heavily sweetened and
un-aged beyond a resting period during production.
Liqueurs are historical descendants of herbal medicines. They were made in Italy as early as
the 13th century, often prepared by monks (for example, Chartreuse). Today they are produced
all over the world, commonly served neat, over ice, with coffee, in cocktails, and used in
cooking.

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Brand Country Flavour Colour Base

Absinthe

Amaretto

Amarula

Angostura Bitter

Bailey’s

Benedictine (DOM)

Cointreau

Chambord

Drambuie

Frangelico

Galliano

Gold Schlager

Grand Marnier

Green Chartreuse

Jagermeister

Kahlua

Limoncello

Maraschino

Midori

Sambuca

Tia Maria

Southern Comfort

Vaccari Sambuca

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3.7.3: Conversion, Densities and Mixing Chart

Conversion
Term Metric Standard
Dash 1ml 1/30 OZ
Tea spoon 5ml 1/6 OZ
Table spoon 15ml 1/2 OZ
Splash 15ml 1/2 OZ
Pony 30ml 1 OZ
Jigger 30ml 1 ½ OZ
Split 180ml 6 OZ
Pint 480ml 16 OZ
Fifth 750ml 25 OZ
Quart 960ml 32 OZ

Densities
Different liqueurs have different weights. In building a layered drink, the heaviest spirits should
be poured first. Below is a basic chart, listing from heaviest to the lightest. Note that each brand
will vary in density and it is best to experiment beforehand.

1. Crème de Cassis 11. Frangelico

2. Grenadine 12. Sambuca

3. Coffee liqueur 13. Cherry Brandy

4. Crème de cacao 14. Limoncello

5. Chambord 15. Midori

6. Galliano 16. Bailey’s

7. Amaretto 17. Cointreau

8. Tia Maria 18. Grand Marnier

9. Triple Sec 19. Green Chartreuse

10. Drambuie 20. Southern Comfort

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Mixing Chart

Dry & Ginger ale

Orange Juice

Lime squash
On the rock
No Spirits

Water

Tonic

Coke
Soda
Neat

7up
1 Aperitif
Martini (dry) X X X X X
Martini (sweet) X X X X X
Campari X X X X
Dubonnet X X X X X
Pernod X X X
Pimm's no.1 X
2 Spirit
Brandy X X X X X X X
Whisky X X X X X X X
Gin X X X X
Vodka X X X X X
Rum X X X X
Tequila X X X
3 Fortified wine X
4 Fruit brandy X
5 Wine & champagne
White wine X X
Red wine X
Champagne X
6 Liqueurs
Crème de menthe X X X
Cointreau X
Southern comfort X X
Others X
7 Juices & soft drink X X
8 Beer X X

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3.8 : Prepare Cocktail

A cocktail is an alcoholic drink made by combining ingredients which may include spirits,
liqueurs, milk, cream, fruit and fruit juice and ice. The above definition – combined with the
standard cocktail list at your venue – starts to indicate the ingredients required to make cocktails
Ingredients are the items listed on a recipe for a cocktail. They are the alcoholic and non-
alcoholic ‘raw materials’ for the drink.

History of Cocktail
Cocktails have been around for many years beginning way back when people first began to
indulge in liquor. The origin of the actual word ‘cocktail’ is not known though it first came into
its present usage in the 19th century.
During the 1920s the cocktail was most popular in America among wealthy society, and during
Prohibition the sale of alcohol was illegal, so creative bar staff mastered a way of masking the
taste of alcohol by mixing it with soft drinks, dairy products and fruit.
Since those days the cocktail has become a popular drink and is commonly sold in most bars.
Today, there are so many different products on the market; new cocktails are being created all
the time.

Formulation of Cocktails
Knowledge of the following can help when providing information to customers.
There are many styles of cocktails which can be made from a variety of bases including:
 Dairy base - milk, cream, yoghurt
 Juice or fruit base - orange, mango, pineapple, lemon juice, strawberries
 Soft drink base - such as cola, ginger ale, lemonade, grenadine

Colour
A characteristic of many cocktails is their colour.
Colour can result from the addition of:
Syrups – such as the red colour imparted by grenadine
Liqueurs – such as the blue from Blue Curacao, green from green crème de menthe
Fruit juices – orange juice, tomato juice, pineapple juice, cranberry juice.

3.8.1: Basic cocktail mixing rules

The following apply across the industry as basic requirements when mixing cocktails:
 Workstation should be well prepared and presented. It must be clean and well-stocked
with sufficient ingredients, glassware, equipment, decorations and garnishes to cope
with expected trade
 Only clean equipment and utensils are to be used when mixing drinks. This often
requires cleaning and washing items in between uses
 Use only polished glasses and not chipped or cracked
 Follow all recipes using standard measures:

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 All ingredients must be poured to the correct level as indicated in the standard recipe.
Guessing the volume of an ingredient (free-pouring) is not permitted in most cocktail
bars
 Always work above the shaker, blender or glass. Do not work in a situation where these
items are above chest-height as:
 You need to be able to look into these items. And if these items are too high, you have
less control
 Never over-mix/blend dairy-based cocktails. Time the process and/or observe the
product continually
 Strain unwanted ingredients from the shaker or bar glass using a strainer in accordance
with the recipe/s.
 Add juices and carbonated beverages last to cocktails being made in a glass. The
standard process is:
 Add ice first using tongs or a spoon
 Add the spirit/s and/or liqueurs
 Add the mixer (fruit juice, milk, aerated waters)
 Add garnish and/or decoration
 Serve
 Do not over-garnish. Cocktails should not look like a fruit salad: follow house recipe
 Use the right size straw; short straws for short drinks (such as champagne saucers), Old
fashioned glasses and Martini glasses; use long straws for Highball glasses
 Hold the drinking straws between the portion of the straw that will be inserted into the
drink, and the part the customer will put in their mouth. This means you have to pay
attention to how you grasp and handle straws
 Hold the glass near the base and/or around the stem when handling it.
 Do not touch the glass around the rim where the customers have to drink from.

3.8.2: Mise-en-Place for Cocktail

Before making cocktail, need to prepare the ingredient and necessary things advance. These
are as follow:
 Alcoholic Ingredients
 Condiments
 Cordial and Juices
 Dairy Products
 Garnishes
 Ice
 Sauces
 Soft Drinks
 Sugar Syrup
 Bar Tools and Equipment

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Alcoholic ingredients
 Spirits
 Liqueurs
 Wines
 Beers

Condiments
The use of condiments includes:
 Salt and Pepper – for Bloody Mary
 Celery Stick – for Bloody Mary
 Mint Leaves – Mojito

Cordials and Juices

Cordials are non-alcoholic beverages used to provide colour and flavour to cocktails. Only a
small amount of cordials are used for each drink. They are also popular in the production of
mocktail. These cordials are bought by the venue as proprietary brands and are ready-to-use:
all you have to do is pour them.
For example:
 Grenadine Syrup –Deep and red cordial made from pomegranates. Only a small
amount is used for each cocktail
Fruit juices are liquids obtained from pressing/juicing fruit. Some juices are ‘squeezed’ fresh
on the day they are required, and some may be purchased in canned or bottled.
For example:
 Lime Juice -Fresh
 Lemon Juice -Fresh
 Orange Juice - Fresh and Canned
 Pineapple Juice -Fresh, Packet and Canned
 Mango Juice -Canned or Packet
 Cranberry Juice -Canned or Packet

Dairy Products
Various cocktails require the use of dairy products as follows:
 Milks
 Creams
 Coconut Milks

Garnishes
Garnishes are the most obvious and common accompaniment for cocktails. Most recipes
stipulate a specific garnish for the drink – in some cases changing just the garnish can change
the name of the cocktail.
For example, a dry martini garnished with a cocktail onion instead of an olive or twist of lemon.
Garnishes are food-based – as opposed to decorations which are made from paper, wood and/or
plastic.

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It is important to keep garnishes simple.

Using ‘too many/much’ in the way of garnishes can spoil the presentation of the drink, and
detract from the other appealing features of the finished product.
Also, remember garnishes can be costly so they should be used, handled and stored with this
in mind.
Garnishes use for cocktail
 Fruits
 Vegetables
 Leafs
 Plastic, Wood, Bamboo and Paper
 Others

Ice
Cocktails are usually served very cold, so lots of ice is needed in a cocktail
bar.
Ice used in the preparation of cocktails may be:
 Cubed ice - in a wide variety of shapes and sizes
 Crushed ice - also known Shaved ice and Cracked ice

Sauces
A small but important range of proprietary brand sauces are essential behind any good cocktail
bar:
 Tabasco Sauce – for Bloody Mary
 Worcestershire Sauce – used for Bloody Mary, and other a few cocktail

Sugar Syrup (Gomme Syrup)

In many cases where the cocktail requires you to muddle sugar, sugar syrup (also known as
Gomme Syrup) may be used instead.
The recipe for sugar syrup can vary so find out what applies where you work. The following
are two options.
 500mls of water and 500gms of sugar – heat together in a pot, stirring to assist the
dissolving of the sugar. Allow to reach the boil.
 Remove and allow cooling. Refrigerate, cover and store for later use.

Bar Tools and Equipment

Cocktails must be made using the right equipment and utensils.
Equipment required includes:
 Cocktail shakers – standard and/or Boston shakers used to combine ingredients and mix
when the ‘shaking’ method of producing cocktails is required
 Hawthorn strainer – a metal strainer used across the top of a bar glass to strain out ice,
pips, fruit once a cocktail has been mixed
 Blender – an electric blender used to produce blended cocktails where, for example,
fruit, ice or other ingredients need to be blended

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 Bar spoon – a long-handled spoon used to stir ingredients when making a cocktail in a
bar glass
 Bar glass – a large, thick glass used as the base container for mixing stirred cocktails
and half of the Boston shaker
 Tongs – used to pick up fruit or ice for placement into drinks
 Jugs – used to store and pour ingredients such as freshly squeezed juice, cream, milk
and other liquids/beverages
 Stirrers and swizzle sticks – placed into cocktails as decorations and used by customers
to stir their drinks
 Pourers – items inserted into the necks of bottles to enable more precise pouring of
liquid from the bottles. Traditionally inserted into syrups and cordials, and spirits and
liqueurs where free-pouring is used, and sometimes referred to as ‘speed pourers’
 Measurement cup – items used to measure the amount of alcohol dispensed from a
bottle. Measures may be inserted into the top of a bottle and measure an exact volume
of liquid (15mls, 30mls or 60mls) when the bottle is up-ended
 Jigger-These look very similar but they come in 30 ml/60 ml, and 15 ml/30 ml sizes:
be careful not to over-pour or under-pour by mistake
 Ice crushers – used to crush ice. May be electrical or mechanical (hand operated)
 Scoops – metal utensils used to scoop ice from ice machines. Glasses must never be
used to scoop ice as they may break causing glass to become mingled with the ice
 Glass chillers – essential to ensure the glasses used for cocktails are cold when drinks
are poured into them or made in them
 Zesters – used to remove the zest of fruit
 Peelers – used to remove peel from fruit so it can be used as a decoration
 Juicers – may be hand-held utensil or an electrically-operated machine to remove juice
from (for example) lemons, oranges and limes
 Knives and chopping boards – used to slice fruit for cocktails and in preparation for
making juices
 Bar towels – used to decorate the bar counter and help keep it clean and dry
 Toothpicks – used when creating certain garnishes to keep the garnish together
 Cocktail list or menus – similar to a food menu, the cocktail list identifies the cocktails
available and usually also describes the ingredients (and/or the colour, aroma and/or
texture of the drink) as well as listing the price. Some lists also mention size of the glass
and the alcohol strength

Standards
Industry standards in regard to glassware and equipment reflect legal requirements and
customer expectations.
The non-negotiable requirements regarding glasses used for cocktails are they must be:
 Clean, Not chipped, Not cracked
 Appropriate for the cocktail.

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In addition, industry standards require:

 Fresh glasses must be used for every drink. You cannot re-use an already used glass
 Glassware should be polished before being used for service. Take care when polishing
any glassware that has a stem or a thin lip as they break easily
 Glasses and equipment must be stored after cleaning to protect against contamination
 Checks should be made on all equipment to make sure it is operating as expected and
is safe to use.

Boston Shaker Standard Shaker Hawthorn Strainer Double Strainer

Bar Spoon Muddler Ice Bucket Ice Scoops

Ice Tong Spirit Pourers Juice Pourers Jigger

Glass Rimmer Bar Mats Garnish Box

Blenders

Bar Caddy Stirrers Straws Garnish Stick

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Ice Crusher Zester Lime Squeezer

Fruit Scooper

Bar Knife Chopping Board Absinthe Spoons

Measuring Cup

Wine Bucket Wine Stand

Bottle Openers Wine Opener

Champagne Stopper Crab Cracker Lobster Cracker

Wine Stopper

Salt and Pepper Mill Oyster Knife Beverage Coaster Floor Mat

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3.8.3: Mixing Method of Cocktail

Cocktails are alcoholic beverages. They must be made in accordance with recipes approved
by the venue.
These recipes may come from an ‘approved’ cocktail recipe book, or house recipes.
There are seven main methods used to make cocktails:
 Blended
 Built-in-glass
 Floating
 Layered
 Muddled
 Shaken and strained
 Stirred
The method to be used is traditionally contained in the cocktail recipe.
Blended
 Cocktails made this way use an electric blender to mix the ingredients.
 Cocktails using this method usually contain a ‘solid’ ingredient such as fruit pieces or
ice cream. When using a blender, place all the ingredients into the blender, ensure the
lid is firmly in place, the correct setting has been selected and start the blender.
 Every cocktail requires different amounts of blending, in order to achieve the right
consistency in terms of presentation and texture for each drink.
 As an example, over-blended dairy-based cocktails may thicken too much, while a fruit-
based cocktail with real fruit chunks will require more blending than a dairy-based
drink.
 Examples of cocktails using this method are Frozen Margarita, Pina Colada, and Fruit
Daiquiri.

Built-in-glass
 This is where the cocktail is made in the glass it is to be served in.
 Add ice to the glass, then one-by-one pour and measure the other ingredients as the
recipe requires. Most built cocktails are then garnished and served (many with a swizzle
stick).
 Examples of cocktails using this method are Blue Lagoon, Tequila Sunrise and Black
Russian.

Floating
 Where ‘floating’ is required, the cocktail is mixed or built in the glass and the required
ingredient (grenadine, liqueur) is ‘floated’ on top.
 Floating the ingredient is achieved by slowly/gently pouring the ingredient on to the
surface of the other ingredients already in the glass using a pourer in the neck of the
bottle, or directly from the open neck of the bottle.

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Layered
 Cocktails feature different alcoholic ingredients (spirits and/or liqueurs) and may also
include cordials and juices.
 The aim of making a layered cocktail is to create a drink with a rainbow of colours
where each individual ingredient is visible as a distinct layer and separate layer without
any mixing of colours or ingredients.
 The specific gravity of the individual ingredients will determine which ingredient
should go on top of other ingredients: ingredients with greater density will support those
with lower viscosity.
 These drinks are intended to be sipped one layer at a time so the drinker enjoys the
different taste sensations of each ingredient.
 It is helpful to layer drinks using a bar spoon when making them.
 Place the bar spoon inside the glass and against one of the sides so that it will break the
fall of the liquid as it is being poured into the glass.
 The most common layered cocktail today is the shooter.
 Shooters are served in shot glass and are usually downed in one gulp: their consumption
may be contrary to responsible service of alcohol guidelines.
Muddled
 Some cocktails require you to ‘muddle’.
 This means you have to crush or mash ingredients together in a glass.
 Use a strong glass – an Old Fashioned glass due to its shape and size is acceptable: a
bar glass could also be used.
 Muddling requires you to use a stainless steel muddler [also known as a muddling stick]
(not a glass one and not one covered/lacquered in any way) to mash the ingredients
together.
 Ingredients that may need to be muddled will be identified in the recipe.
 Various cocktails can require you to muddle sugar, lemons, strawberries, herbs, ginger,
mint, limes, cucumber etc.
 When the muddling has been completed, the other ingredients are added to the muddled
ingredients.

Shaken and strained

 This method combines a number of ingredients in a cocktail shaker with loads of ice.
Once the ingredients have been placed into the shaker there is an art to shaking it.
 The action to achieve is a short pump-like action with the shaker held at shoulder height,
or in front of you: do not rock the drink to sleep! Showmanship (flair) is a big part of
cocktail making.
 After the ingredients have been well shaken, the mixture is strained to separate the drink
from the ice.
 The standard shaker comes with an in-built strainer whereas other shakers may require
the use of a Hawthorn strainer.
 Never shake a cocktail with ‘aerated waters’ in them as they can cause the shaker to
‘explode’ sending liquid everywhere and making a large and embarrassing mess.

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Stirred
 Using a bar glass (or the bottom half of a Boston/American shaker) and a long handled
bar spoon, ingredients are gently stirred together with ice, to mix and chill the
ingredients.
 When stirring has been completed, the drink is strained by pouring it through a strainer
from the bar glass into the cocktail glass in which the drink is to be served.
 Stirring is the method used where the finished product needs to be clear.
An example of famous cocktails using this method is Martini.

3.8.4: General Requirements for Making Cocktail

A new cocktail needs to be evaluated against certain criteria to determine whether or not it can
be added to the current cocktail list of a venue.
Creating your own cocktails recipes is fun and you can even name it after yourself. It could
make you famous!

The criteria of inventing a new cocktail is,

 Eye appeal
 Texture
 Flavour
 Temperature

Eye appeal
It is always important that a new cocktail looks attractive and appealing. It should look enticing.
If the drink looks delicious, the customer will usually be happy even before the glass reaches
their lips so it is vital any new creations have suitable eye appeal.
Points to note in this regard include:
 Use a suitable glass – the type and style of glass used for a cocktail is a major factor in
how the cocktail itself looks
 Use a garnish and decoration where appropriate – but avoid over-garnishing
 Make sure there are no drips on the glass – do not over-fill the glass when determining
what the final new product will look like
 Make sure a clear cocktail, looks clear – with nothing floating in the solution
 Try to create a cocktail that aligns with the name you give it. It is beneficial if the
cocktail looks like the name, you give it.

Texture
 The texture of a cocktail should be just right.
 Texture refers to the in-mouth feel of the finished product. It does not relate to the taste
of the drink.
 A cocktail can have a great taste but poor or unacceptable texture.
 This is of special importance where fruit and/or dairy products are used as ingredients.

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Important points are:

 A dairy-based blended cocktail must not be blended for too long or
 It thickens too much and cannot be sucked up through the straw, or it starts taking on
the appearance and texture commonly associated with a thick shake

Flavour
It is important the right ingredients are used to achieve the right flavour for a new drink.
Consistency is important when making cocktails, because the same flavour must be achieved
every time your new cocktail is made.
Important elements are:
 Measure ingredients – as opposed to free-pouring. Free-pouring might look good in
cocktail competitions (flaring) and films but it harms profit and leads to an inconsistent
final product
 Use the ‘complement’ approach. The ingredients used should complement each other

Temperature
Temperature plays an important part in the final presentation of cocktails. Most cocktails are
intended to be served 'stingingly cold' so care must be taken to:
 Use pre-chilled glasses to serve your newly designed cocktail.
 Do not allow the take-up of ambient temperature to mask or detract from the flavour or
experience of your cocktail.
 Use only refrigerated ingredients. Make sure all juice, wine, dairy and soft drink
ingredients you use are cold, and return ingredients to the refrigerator when not actually
being used.
 Serve cocktails as soon as they have been made and taste them at this time.
 Do not allow them to stand for five minutes before tasting them.
 It is vital you understand the relationship between taste and temperature.

3.8.5: International Cocktails and Mocktail

International Cocktails
B-52
Type : Shooter
Method : Layered
Glass : Shot Glass
Ingredients : 10 ml Kahlua
10 ml Bailey’s
10 ml Cointreau
Preparation : Pour the Kahlua into shot glass. Very carefully pour the Bailey’s on top of
Kahlua and followed by Cointreau.

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Black Russian
Type : Cocktail
Method : Built and Stirred
Glass : Old Fashion Glass
Ingredients : 40 ml Vodka
20 ml Kahlua
Ice Cube
Preparation : Place the ice cube into the old fashion glass. Pour the Vodka and Kahlua, and
Stir gently.

Blue Kamikaze
Type : Cocktail, Shooter
Method : Shaken
Glass : Cocktail Glass (or) Margarita Glass
Ingredients : 30 ml Vodka
30 ml Blue Curacao
30 ml Lime Juice
Ice cube
Garnish : Lime Slice
Preparation : Shake all ingredients together in a shaker with ice. Strain into the glass and
Serve with garnish.

Blue Lagoon
Type : Cocktail
Method : Built
Glass : Highball (or) Poco Grande
Ingredients : 30 ml Vodka
30 ml Blue Curacao
120 ml Lemonade
Ice Cube
Garnish : Orange Slice and Red Cherry
Preparation : Put ice cube into the glass and add Vodka and Blue Curacao. Top with
Lemonade and garnish with orange slice and red cherry.

Bullfrog
Type : Cocktail
Method : Shaken
Glass : Highball
Ingredients : 15 ml Vodka, 15 ml Rum
15 ml Gin, 15 ml Tequila
15 ml Blue Curacao
30 ml Lime Juice, 30 ml Sugar Syrup

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Energy Drink, Ice cube

Garnish : Lemon Slice (or) Lime Slice
Preparation : Put some ice into the shaker together with all ingredients (exclude energy
Drink) and shake well. After shake, strain into the highball glass with ice and
top up with energy drink. Garnish with lemon slice or lime slice and serve.

Cosmopolitan
Type : Cocktail
Method : Shaken
Glass : Cocktail Glass
Ingredients : 45 ml Vodka
15 ml Cointreau
15 ml Lime Juice
30 ml Cranberry Juice
Ice cube
Garnish : Orange Peel
Preparation : Add all ingredients into shaker with ice cube and shake well. Double strain
into cocktail glass and served with flame orange peel.

Cuba Libre
Type : Cocktail
Method : Shaken
Glass : Highball (or) Collins Glass
Ingredients : 60 ml Dark Rum
30 ml Lime Juice
30 ml Sugar Syrup
Cola
Ice cube
Garnish : Lime Slice
Preparation : Put some ice into the shaker and add rum, lime juice and sugar syrup.
Shake well and strain into highball glass with ice. Top with cola. Garnish and
serve.

Daiquiri
Type : Cocktail
Method : Shaken
Glass : Cocktail Glass
Ingredients : 45 ml Rum
25 ml Lime Juice
15 ml Sugar Syrup
Ice cube
Garnish : Lime Slice
Preparation : Pour all ingredients into shaker with ice cubes and shake well. Strain into
cocktail glass. Garnish and serve.

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Kamikaze
Type : Cocktail
Method : Shaken
Glass : Cocktail
Ingredients : 30 ml Vodka
30 ml Triple Sec
30 ml Lime Juice
Ice cube
Garnish : Lime Wedge
Preparation : Shake all ingredients together in a shaker with ice and strain into glass.
Garnish with lime wedge.

Long Island Ice Tea

Type : Cocktail
Method : Shaken
Glass : Highball
Ingredients : 15 ml Vodka
15 ml Rum
15 ml Gin
15 ml Tequila
15 ml Triple Sec
30 ml Lime Juice
30 ml Sugar Syrup
Cola
Ice cube
Garnish : Lime Slice
Preparation : Shake all ingredients together in a shaker with ice (exclude cola).
Strain into glass with ice and top with cola. Garnish and serve.

Manhattan
Type : Cocktail
Method : Stirred
Glass : Cocktail Glass
Ingredients : 50 ml Canadian Whisky
20 ml Sweet Vermouth
Dash Angostura Bitter
Ice cube
Garnish : Red Cherry
Preparation : Pour all ingredients into bar glass with ice and stirred well.
Strain into glass and garnish.

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Margarita
Type : Cocktail
Method : Shaken
Glass : Margarita Glass
Ingredients : 35 ml Tequila
20 ml Triple Sec
15 ml Lime Juice
Ice cube
Garnish : Salt and Lime Slice
Preparation : Rub the rim of the margarita glass with the lime slice to make the salt stick to
it. Shake the other ingredients with ice, and then carefully pour into the glass. (Taking
care, not to dislodge any salt) Garnish and serve.

Mojito
Type : Cocktail
Method : Muddled
Glass : Collins Glass or Highball Glass
Ingredients : 40 ml Rum
1-Tea Spoon Brown Sugar
30 ml Lime Juice
4-Pcs Lime Wedges
Hand Pick Mint Leaf
Crush Ice
Soda Water
Garnish : Lime Slice and Mint Sprig
Preparation : Muddled the lime wedges, mint leaf, sugar and lime juice in the Collins glass.
Add crush ice and rum and stirred. Fill the crush ice full of glass and
Top with soda water. Garnish with mint sprig and lime slice.

Pina Colada
Type : Cocktail
Method : Blended
Glass : Poco Grande or Hurricane
Ingredients : 30 ml White Rum
20 ml Malibu
30 ml Coconut Milk
90 ml Pineapple Juice
Ice cube
Garnish : Pineapple Slice and Red Cherry
Preparation : Blended all ingredients with ice in the blender until smooth.
Pour into glass, garnish and serve.

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Planter’s Punch
Type : Cocktail
Method : Shaken
Glass : Highball or Poco Grande
Ingredients : 45 ml Dark Rum
35 ml Orange Juice
35 ml Pineapple Juice
20 ml Lemon Juice
10 ml Sugar Syrup
10 ml Grenadine Syrup
3 0r 4 Dash Angostura Bitter
Ice cube
Garnish : Pineapple Slice and Red Cherry
Preparation : Pour all ingredients, into the shaker (except the bitter) with ice and shake
well. Strain into the glass and top with angostura bitter. Garnish and serve.

Rusty Nail
Type : Cocktail
Method : Built and Stirred
Glass : Old Fashion Glass
Ingredients : 45 ml Scotch whisky
25 ml Drambuie
Ice cube
Garnish : Lemon Twist
Preparation : Built all ingredients directly into rock glass over the ice and stirred gently.
Garnish with lemon twist and serve.

Screwdriver
Type : Cocktail
Method : Built
Glass : Highball
Ingredients : 50 ml Vodka
100 ml Orange Juice
Ice Cube
Garnish : Orange Slice
Preparation : Built all ingredients in the highball glass over the ice cubes.
Garnish and serve.

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Sex on the Beach

Type : Cocktail
Method : Built
Glass : Highball
Ingredients : 40 ml Vodka
20 ml Peach Schnapps
40 ml Orange Juice
40 ml Cranberry Juice
Ice cube
Garnish : Orange Slice
Preparation : Built all ingredients in a highball glass over the ice cube.
Garnish with orange slice and serve.

Sidecar
Type : Cocktail
Method : Shaken
Glass : Cocktail Glass
Ingredients : 50 ml Cognac
20 ml Triple Sec
20 ml Lemon Juice
Ice cube
Garnish : Lemon Twist or Orange Slice
Preparation : Pour all ingredients into the shaker with ice cube and shake well. Strain into
the glass and garnish.

Singapore Sling
Type : Cocktail
Method : Shaken
Glass : Poco Grande or Highball Glass
Ingredients : 30 ml Gin
15 ml Cherry Brandy
7.5 ml Cointreau
7.5 ml Benedictine
10 ml Grenadine Syrup
120 ml Pineapple Juice
15 ml Lime Juice
1 Dash Angostura Bitter
Ice cube
Garnish : Pineapple Slice and Red Cherry
Preparation : Pour all ingredients into the shaker, filled with ice cubes and shakes well.
Strain into the glass, garnish with pineapple slice and red cherry.

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Tequila Sunrise
Type : Cocktail
Method : Built
Glass : Highball or Hurricane Glass
Ingredients : 45 ml Tequila
90 ml Orange Juice
15 ml Grenadine Syrup
Ice cube
Garnish : Orange Slice and Red Cherry
Preparation : Built the tequila and orange juice into glass over the ice cubes.
And then pour the grenadine, which will sink to the bottom. Do not stir.
Garnish and serve.

Tom Collins
Type : Cocktail
Method : Built
Glass : Collins Glass
Ingredients : 45 ml Gin
30 ml Lemon Juice
15 ml Sugar Syrup
60 ml Tonic Water
Ice cube
Garnish : Lemon Wedge and Red Cherry
Preparation : Built the gin, lemon juice and sugar syrup into the glass over the ice cubes.
Top up with tonic water. Garnish and serve.

Whiskey Sour
Type : Cocktail
Method : Shaken
Glass : Old Fashion Glass
Ingredients : 45 ml Bourbon whiskey
30 ml Lemon Juice
15 ml Sugar Syrup
Dash Egg White
Ice cube
Garnish : Orange Slice and Red Cherry
Preparation : Pour all ingredients into the shaker with ice cubes and shake well.
Strain into the rock glass with ice cubes. Garnish and serve.

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White Russian
Type : Cocktail
Method : Built and Floating
Glass : Old Fashion Glass
Ingredients : 50 ml Vodka
20 ml Kahlua
30 ml Cream
Preparation : Built the Kahlua and Vodka into the rock glass over the ice cubes.
Float the cream on top and serve with stirrer.

Mocktail

Shirley Temple
Type : Mocktail
Method : Built
Glass : Poco Grande or Highball
Ingredients : 120 ml Lemonade
5 ml Grenadine Syrup
5 ml Lime Juice
Ice cube
Garnish : Lemon Slice and Red Cherry
Preparation : Built the lemonade into the glass over the ice cubes. Drop the grenadine and
Lime juice from the top of lemonade. Garnish and serve.

Fruit Punch
Type : Mocktail
Method : Blended or Shaken
Glass : Hurricane Glass or Highball Glass
Ingredients : 40 ml Orange Juice
40 ml Pineapple Juice
40 ml Mango Juice
5 ml Grenadine Syrup
Ice cube
Garnish : Orange Slice
Preparation : Put all ingredients into the blender with some ice cubes and blended well.
Pour into the glass and serve with garnish.

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Lemon Mint
Type : Mocktail
Method : Blended
Glass : Highball or Collins Glass
Ingredients : Hand Pick of Mint Leaf
30 ml Lemon Juice
30 ml Sugar Syrup
90 ml Mineral Water
Some Ice Cube
Garnish : Lemon Slice and Mint Sprig
Preparation : Blended all ingredients with blender until the mint leafs were crush &
smooth. Pour into the glass and garnish with lemon slice and mint sprig.

Why you should know about our product?

 As a bar tender, it helps to know a little bit of information what you are serving, when
you are serving, if you can give a little bit of information on the history of the beverage
that you are selling and explain about that product is better tasting than another same
type of product, they will be more inclined to be sold these products.
 Department makes more revenue for the hotel.
 Bosses are happy, because the hotel is making more revenue.
 If company is happy with hotel, give better conditions.
 If the more you up sell, the more revenue made by your department for the hotel, and
the hotel make the better for the employees.

In the bar products are classed into three categories

First pour @ house spirits the cheaper spirit use for when someone would like a plane spirit
and mix e.g., bourbon and coke. They are keeping close to the bar because they are use more
frequently.
Middle range spirit
These are a better quality of spirit then your first pour. These are in the middle of the price
range and usually sit on the middle shelves in the bar.
They are good spirit to use for cocktail making because they are better quality then the first
pours but unlike the top shelf spirits you do not mind mixing them and hiding their flavours.

Top shelf @ Premium spirits

These are the bottles that you find on the top of the shelves of the bar. They are in the higher
pricing bracket and are usually spirits that have been aged for the longest spirits of time.

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3.9 : Knowledge of Wine

Wine is the name given to the fermented and aged juice of grape. Subject keeps giving with
every year comes a new vintage and new batch of wines to taste and talk about.
There are different styles of wines from all different regions of the world because everyone’s
taste is different. There are no such things as the wrong answer when it comes to describing
wines. There are two types of wines, varieties and blends.

Varietal wines
‘Varietal’ wines are wines made from one grape variety. The name of this grape appears on the
label of the bottle.

Blended wines
‘Blended’ wines are wines made from two or more different grapes. The name of these grapes
is appearing on the label of the bottle and some are not appearing.

3.9.1: Types of Wine

1. White Wine
2. Red Wine
3. Rosé Wine
4. Sparkling Wine @ Champagne
5. Dessert Wine (Sweet Wine)
6. Fortified Wine

White wine
White wine can be made from red or white grapes because
grape juice is clear. Wine picks up its colour from contact
with the skins, so a white wine made from red grapes would
spend virtually no time in contact with the red skins. Made in
virtually all wine regions of the world.

Red wine
Produced in all of the world’s wine regions. Made from black grapes and vary in colour from
dark pink to almost black. Colour depends on grape varieties used and most of red wines are
dry wine.

Rosé wine
This style may be made from leaving the grape juice in contact with the red or black grapes for
a period so the wine can pick up some colour from the skins or some red wine may be added
to the white base wine prior to the second fermentation. Wines colour is any shade of pink.

Sparkling Wine @ Champagne

Sparkling wine which bubbles when poured into a glass. It may vary in
colour, sweetness, alcoholic strength. The most famous sparkling wine of
all is Champagne. Main different between sparkling wine and champagne
is country. Because champagne produced from only France and sparkling
wine produced from anywhere.

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Dessert Wine (Sweet Wine)

Dessert wines that are noticeably sweet and some of the greatest wines of the world are sweet.

Fortified Wine
It is adding spirits and containing alcohol to ensure stability. Most common examples are Port,
Sherry and Vermouth
White port is produced in the same way as red, with the same difference in production as the
difference in production of red and white table wines. The time on skins is either far less, or
non-existent. The final product in white port is usually much sweeter than the red port.

Sherries is served as an aperitif; Sherries are available in:

 Dry – which is often kept under refrigeration and served chilled
 Medium
 Sweet
 Cream.
You can tell the difference between a dry sherry and a sweet sherry that are on a drinks tray
because the sweet sherry is darker in colour.

Vermouth is a white wine that has been infused with various herbs, spices, flowers, fruits etc.
This normally depends on the manufacturer.
It is available in red (rosso) often referred to as Italian, or white (bianco) which is also referred
to as French. It is used (or mixed) as a pre-dinner drink.

Information on label
There are a number of pieces of information that can be found on a wine bottle, including:
 Vineyard – name of the wine producer. This indicates expected
wine quality and guarantee of consistency
 Grape variety – name of the grape
 Region – where the wine was produced. It helps to identify the
expected style, intensity, and flavour
 Country – again, notes where the wine has been produced
 Vintage - or the year the wine is produced. This helps to reveal
the best time to drink the wine
 Alcohol content - implies the body and sweetness of a bottle of
wine. Above 14% wines are full-bodied and more tannic.
 Sweeter and lighter wines generally have alcoholic level below 11%. Sugar from grapes
is transformed into alcohol during the fermentation process.

Store the Wine

Wine is normally stored in conditions that are cool, dark, and humid and in still conditions.
This section will explore how to prepare storage areas to successfully store wine.
Following are essentials for the correct storage of wine:
 Need for dark storage conditions - out of sunlight and fluorescent lights as light will
adversely affect both the taste and aroma of the wine
 Need for a cool environment – the optimal temperature for a wine storage facility
should be around 12.2°C and certainly no warmer than 24°C

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 Need for a consistent temperature – as any changes

should take place slowly.
 Constant temperature changes prematurely ages wine
due to breathing.
 Temperatures should not undertake changes of more
than 1.6°C per day.
 Many places may have some temperature control
mechanisms including refrigeration.
 Need for a correct humidity – the optimal humidity
level should not be above 70%.
 Adverse humidity will affect the labels/cork causing mould and disintegration of the
label.
 A damaged label whilst some may find it a bonus on a very old wine may make it
difficult to offer the wine to the customer for sale

Temperatures

Wine Temperatures

White Wine 10ºC - 12ºC

Rosé Wine 10ºC - 12ºC

Sparkling Wine @ Champagne 10ºC - 12ºC

Red Wine 16ºC - 18ºC (Room Temperature)

Dessert Wine 16ºC - 18ºC (Room Temperature)

Fortified Wine 14ºC - 18ºC (Room Temperature)

Wine tasting
When tasting a wine, you will be using the following three senses:
 Sight
 Smell
 Taste
Sight: Hold the wine glass at an angle of 45° against a white background, and look through
the wine. Consider the following:
 Clarity – how does it look? Is it clear or cloudy?
 Intensity – how deep is the colour of the wine, will you recognise it again?
 Colour – what does the colour of the wine indicate to you about the wine, and what it
might taste like.

Smell: Swirl the wine gently around the glass, this will release the aromas. Sniff deeply and
gently and consider the following:
 Condition – does the wine smell healthy and clean, or does it smell off?
 Intensity – does the wine have a strong pungent, powerful smell or is it very faint?
 Character – what does the wine smell remind you of?

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Taste: First draw a small amount of wine into your mouth, and then suck in some air and swirl
the whole around your mouth. Consider the following sensations:
 Sweetness – sensation on the tip of the tongue – cloying, soft.
 Sourness – sides of tongue – sharp, clean, lemons.
 Astringency – mouth feel – drying, grainy, coarse, rough.
 Bitter – a pain, back of tongue, very local ( i.e. not widespread)
Salty on the top, Bitter on the back, Sweet in the middle and Acidic below

Waiter’s friend
The main purpose of a waiter’s friend is to assist in opening wine
bottles and extracting corks at the table.
The waiter’s friend has three parts. These are a:
 Blade
 Corkscrew
 Lever.
All bar staff and waiters should carry a waiter’s friend. It is really an industry pre-requisite.
Make sure you have one, check it to make sure the blade is sharp, the corkscrew is sharp and
not bent, that it opens easily, and operates safely.

Ice bucket
Fill the bucket with about one-quarter of cold water, then add half to two-thirds full of ice. Ice
buckets should always be kept clean and well maintained.

Service cloth
A service cloth (a folded linen serviette), also known as a waiter’s
cloth, is used in the table service of wine. They are used to present
wine at the table. The cloth is folded behind the bottle to provide a
background, while the wine is announced.

Carafes
These are used for the service of house wines to table, and for the service
of decanted wines. They come in a variety of sizes such as 500 ml, 1 liter
and 2 liters.

Decant
An essential action for most full red wines, leaves the sediment in the
bottle and allows oxygenation of the wine.

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White Grapes Varieties

Chardonnay This is a fresh and fruity grape grown in Eastern France, Northern
France, California, Australia and South Africa. Chardonnay wine
tends to taste like fruits melon, peach, etc. And also many have an oaky
flavour. It is one of the most popular and easiest to grow white grapes
and its buds early, grows easily and has high ripeness levels.
Chablis Chablis is a dry white wine that is made in the Burgundy region of
France. As with Burgundy for red, the name “Chablis” has become
synonymous with white table wine in America.
Chenin Blanc This grape makes a light and fruity wine. It is planted primarily in the
US and in the Loire Valley of France. In South Africa this grape is
referred to as Steen Known as white Pinot Blanco
Gewurztraminer The first part of the mean literally means “Spicy” in German. It has a
floral taste with nutty tones. Also grow in Italy, California, Canada and
Australia.
Pinot Gris This is a clone of Pinot Noir, grown in France, Germany, Austria and
along with the west coast of the US. It can be used to create both fine
Whites and Roses.
Riesling Not just a dessert wine grape, Riesling can produce dry crisp and fruity
wine as well honeyed, musky flavours in warmer climate or when left
longer on the vine. Riesling wine is native to Germany, and is also
used in France, Australia, California and many other countries.
Semillon This thin-skinned grape ripens early, and is used mostly in Bordeaux,
France. It has a grassy flavour. It is also grown in Australia and
California, and is often blended with Sauvignon Blanc.
Sauvignon Blanc this grape is grown primarily in California and France. It has a grassy
flavour and makes a crisp, light wine.

Red Grapes Varieties

Cabernet Cabernet Franc and Cabernet Sauvignon are two grape varietal that are
blended {with Merlot} to produce fine red wines. The Bordeaux region
is famous for such blends, as is California.
Chiniti The Tuscany region of Italy produces this super red wine.
Cabernet Franc Cabernet Franc is a “parent” of the Cabernet Sauvignon grape. It is
used in the Loire Valley, where it is called Breton. . Cabernet Franc is
mostly used as an additive to blend with other grapes.
Cabernet Sauvignon Cabernet Sauvignon wines are made from these grapes on the vine
they are red, small and tough. The wines tend to taste like blackberries
and cider.
Merlot This is the early ripen grape with gentle flavours of cherry, honey and
sometimes mint. It is grown in France, Italy and Australia and in the
states- California, Washington and long island.

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Pinot Noir Pinot Noir wine is made in Burgundy, Australia, California, Oregon,
Italy and Germany. The grapes are softer and earlier ripening than
cabernet grapes. Use often in red wines. They are also used {without
skins} as a white ingredient in Champagne.
Shiraz This grape is grown in France and California as Syrah wine and in
Australia as Shiraz. In France, it is associated with the Rhone Valley
and Hermitage red wines. Syrah tends towards blueberry or sometime
spicy and peppery type of flavour.
Zinfandel Introduced in the 1850s, this is now considered to be the classic
California red wine grape. When the wine maker mixed, it is called a
blended wine. This is doing to make a wine a new structure or taste.
When reading the label of a blended wine, the variety that appears first
in the name is always dominant grape. E.g., In a cabernet Shiraz wine,
there would be more cabernet grape in the drink then Shiraz grape.

Some blends wines

 Semillon Sauvignon Blanc,
 Semillon Chardonnay
 Shiraz Cabernet,
 Cabernet Merlot and Shiraz Cabernet Merlot

3.9.2: Wine Service

1. Approach the guest who ordered the wine from the right-hand side.
2. Hold the base of the bottle in the palm of your left hand with a folded clean napkin just beneath
the bottle.
3. Hold the neck of the bottle with your right hand.
4. Tilt or bottle that the guest can read the label.
5. Present by announcing the name of the wine to confirm that the order is correct; ‘
6. Do not open the bottle until the guest has given his approval [e.g., nodding his
head].
7. Hold the bottle at about 45˚C at waist height.
8. Using the knife blade portion of the corkscrew, cut the foil just below the
second lip of the bottle and going around the bottle in one motion.
9. Remove the foil and wipe the top of the bottle and cork with a clean napkin.
10. Close the blade and open the corkscrew.
11. Hold the neck of the bottle firmly in the left hand.
12. Insert the sharp tip of the corkscrew into the center of the cork and start turning
slowly the corkscrew in a clockwise direction, turning your hand but not the bottle.
13. Continue turning keeping it to the center of the cork, until you see the last turn of the corkscrew
to avoid piercing the base of the cork otherwise cork dust may enter the bottle.
14. Place the lever arm against the neck of the bottle and use gentle upwards pressure to draw out
the cork.
15. Wipe the rim and neck of the bottle with the napkin.
16. Remove the cork from the corkscrew.
17. Keep the corkscrew on the table of right-hand side of the guest [Host] who ordered the wind
and opened foils are kept in your pocket.

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18. Hold the bottle firmly with the right hand and pour a mouthful of wine into the host’s glass for
his/her approval.
19. Pour the wine into the center of the glass with the bottle held just above but not touching the
glass.
20. Once the host has approved of the wine, serve the ladies first or from the host’s right-hand side,
moving anti-clockwise round the table.
21. Complete the service by topping the host’s glass. Fill about ⅔ of the glass. Never fill full.
22. When all the guests have been served. For Red Wine – Leave the bottle on the table standing
upright.
23. Collar the bottle with a napkin.
24. For White Wine – Place the bottle in an ice bucket/Cooler.
25. Collar the bottle with a napkin.

Sparkling Wine Service

1. Never shake the champagne / sparkling wine bottle as you present to the host because strong
pressure can build up in the bottle.
2. Tilt or bottle that the guest can read the label.
3. Present by announcing the name of the wine to confirm that the order is correct;
4. Do not open the bottle until the guest has given his approval [e.g., nodding his head].
5. During the opening procedure, point the bottle at the ceiling to avoid injuring anyone by an
exploding cork.
6. Hold the bottle with the left hand at an angle of 45° at waist height. With the right hand, find
the wire ring on the neck of the bottle and untwist it.
7. Remove the foil and cage, holding the cork in place with the thumb of your left hand. Take a
napkin with the right hand to cover and firmly hold the cork.
8. Hold the base of the bottle with the left hand and twist it to loosen the cork. Release the cork
slowly from the bottle.
9. Wipe the rim and top of the bottle with the napkin.
10. Hold the bottle firmly with the right hand and pour a mouthful of wine into the host’s glass for
taste or approval.
11. Pour the wine into the center of the champagne flute with the bottle held just above but not
touching the glass.
12. Once the host has approved, serve the ladies first or from the host’s right-hand side, moving
anti-clockwise round the table.
13. Complete the service by topping the host’s glass. Place the bottle in an ice bucket/Cooler.
14. Collar the bottle with a napkin.

Food and Wine Matching

 White wine with white meat (fish, chicken, seafood and pork)
 Red wine with red meat (Cheese as well)
 Sweet wines with sweet food
 Champagne can generally go with anything and with any course.

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3.10 : Knowledge of Tea and Coffee

Knowledge of Tea

We have different types of tea and these are white tea, green tea, black tea, dark tea, smoked
tea and red tea. Tea comes in all different colours and each colour corresponds to a very
particular type of tea. At the root of this diversity is just the one plant; the tea plant, but its
leaves have been processed in different ways and have undergone numerous transformations.

The most important of these is fermentation a chemical reaction that takes place as a result of
enzymes contained in the fresh leaf.

White Tea
These are teas that have remained in their natural state. The production of white tea is one of
the most delicate. White teas are a Chinese specialty from Fujian region.

Green Tea
Green teas are unfermented teas. Their preparation therefore aims to avoid any hints of
fermentation.

Wu Long or Semi Fermented Tea

These are teas in which the fermentation has been interrupted mid process. More mature leaves
that therefore contain less tannin and caffeine are often used for this category of tea.

Black Tea
For black teas the fermentation process is allowed to run its full course. Legend has it that in
the 17th century, a cargo of green tea from China arrived in London after a particularly long
voyage. During the journey the tea chests had gone mouldy and the tea they contained had
turned from green to black. Not great tea connoisseurs, the English enjoyed it so much that
they asked for a new delivery to the China.

Smoked Tea
Smoked teas are black teas. A Chinese story dates their appearance to around 1820 in the Fujian
region. At this time the Chinese army had requisitioned a plantation. The plantation owner,
having being told to free up the drying room found him-self with a considerable quantity of
wet leaves. So, he didn’t want to lose them, he decided to try drying them out quickly. He
therefore lit a fire with some roots of a spruce tree and placed the leaves on it. The leaves dried
in a few minutes and had a very particular smoked taste. A few days later a foreign trader, who
happened to be visiting the planter, discovered this discarded batch of tea. He was seduced by
its aroma and took it with him to Europe.

Dark Tea
This type of tea also known as Pu Er, is produced with a steaming process that provokes a non-
enzymatic fermentation, different from the black teas. Dark teas can often be found in the form
of compressed briquettes or birds’ nests. They are also the only teas that improve with age and
for which age can sometimes carry enormous weight when selling at auction.

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Rooibos Bush Tea @ Red Tea

Originating in South Africa, rooibos bush is a different plant from the tea plant, which gives
pleasant beverage with no caffeine and almost no tannin. Camomile has a relaxing action on
the nerves and is particularly good for insomniacs’ nightmares away if you drink before bed
time.

Tea Classification by Grade

In these grading the term “orange” is not connected with the fruit of the same name. It means
“royal”. As for the word pekoe it comes, as you will remember from the Chinese work Pak-ho
meaning “fine hair” or “down” and denotes the end bud, which gives an impression of white
down, since it is not entirely open.

Whole Leaves
F.O. P ; Flowery Orange Pekoe
It is composed of the final bud and the following two leaves.
O. P ; Orange Pekoe
; These are young and tightly rolled leaves in leaves in this case the bud has
already become a leaf.
P ; Pekoe
The leaf is less fine than the O.P and does not contain any buds.

Broken Leaves
The leave is no longer whole.
F.B.O. P ; flowery broken orange pekoe
B.O. P ; broken orange pekoe
G.B.O. P ; golden broken orange pekoe
T.G.B.O. P ; tippy golden orange pekoe

Ground Leaves
F : fanning
It is a flat piece smaller than broken leaves.

Dust : mainly used for tea bags.

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Tea Selections
(1). Darjeeling Margaret’s hope F.T.G.F.O.P
Description : fruity and dark in colour
Occasion : breakfast
Origin : northern India
Type : black tea
Quality : whole leaf
Caffeine : high

(2). Assam Maijian T.G.F.O.P

Description : one of the best very fine teas with flowery in the cup and
long in the mouth
Occasion : nil
Origin : northern India
Type : black tea
Quality : whole leaf
Caffeine : high

(3). Sri Lanka Saint James O.P

Description : a light copper colour infusion with chocolate taste
Occasion : nil
Origin : Sri Lanka (Ceylon)
Type : black tea
Quality : whole leaf
Caffeine : high

(4). Chine grand Yunnan imperial

Description : flowery and mild with a honey scent
Occasion : breakfast
Origin : China
Type : black tea
Quality : whole leaf
Caffeine : normal

(5). Grand jasmine chunfeng

Description : the best jasmines tea, the best bouquet is achieved after
3. Min’s infusion.
Occasion : anytime
Origin : China
Type : green tea
Quality : whole leaf
Caffeine : normal

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(6). Japon fleur de geisha

Description : Japanese Hinami tradition of viewing cherry trees in
blossom Fleur de geisha is a refined combination of Japanese
green tea and fruity in taste.
Occasion : anytime
Origin : Japan
Type : green tea
Quality : whole leaf
Caffeine : normal

(7). Darjeeling 7agrumes

Description : blended black tea with natural extracts of lemon, lime,
orange and grapefruit
Occasion : afternoon
Origin : China and India
Type : blended black tea
Quality : whole leaf
Caffeine : high

(8). The des Lords

Description : beautiful black tea with the natural extracts bergamot from
Sicily
Occasion : afternoon
Origin : Sicily
Type : black tea
Quality : whole leaf
Caffeine : normal

(9). Rooibos al chamomile

Description : Originating in South Africa, rooibos bush is a different plant
from the tea plant, which gives a pleasant beverage with no
caffeine and almost no tannin. Camomile has a relaxing action
on the nerves and is particularly good for insomniacs’
nightmares away if you drink before bed time.
Occasion : evening
Origin : South Africa
Type : Red tea @ Rooibos bush tea
Quality : whole leaf
Caffeine : free

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Infusion Chart
Type of Tea Water Temperature Time of Infusion Weight
White Tea
Alguillesd’argent 70°C 10.min’s 4-6 g
Bar mu Dan 80°C 8-10 min’s 4-6 g
Green Tea
New season Chinese G. tea 70°C 3-5 min’s 4-6 g
Other Chinese G tea 80°C 3-4 min’s 2,5 – 5 g
Japanese tea 50°C-90°C 1-3 min’s 4-8 g
Wu Long Tea
Gong Fu Cha Method 95°C 1-3 min’s 10. g
Dark Tea
Darjeeling 95°C 2-3 min’s 2.5 g
Sri Lanka 95°C 4-5 min’s 2.5 g
Dark Tea 95°C 4-5 min’s 2-5 g
Scented Tea
Black tea base 95°C 4-5 min’s 2.5 g
Semi fermented tea base 95°C 5-7 min’s 2.5 g
Green tea base 95°C 3-4 min’s 3-5g

Knowledge of Coffee
The more likely story of the discovery of coffee is that it was first notice to have stimulating
properties by wandering tribesmen in Ethiopia, where it certainly originated.
At first, the berries were eating completely, or crush to a pulp, mix with animal fats and rolled
into balls of food. The berries were making into broth with water later. After trader, introduce
coffee to Arabs.
By the 13th century the practice of roasting and grinding the beans to make an infusion had
become popular in Arabia and in spite of the Arab’s effort to control the supply pilgrims
managed to smuggle out quantities of green coffee beans. In all the surrounding areas of Mecca
and Medina will be grown coffee soon and by the 15th century, its cultivation had spread to
Persia, Egypt, turkey and north Africa.
Coffee house sprang up everywhere and were soon criticized for being centre of immorality
and vice and accused of being responsible for turning people away from religion. By the 18th
century, the Dutch in Java were growing coffee and the French were growing it in the
Caribbean.
The French were very possessive of the seeds but a Brazilian spy seduced the wife of the
governor of French Guyana, and she had given him sufficient coffee seeds to found Brazil’s
coffee industry.

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Today coffee is appreciated and enjoyed throughout the world with each country having its
own version of the original coffee houses and coffee drinking is still an activity which tends to
draw people together where they can relax in a convivial atmosphere.

Growing and Producing Coffee

Coffee grown in a band between 25°N and 30°N of the equator where there is an abundant
rainfall, an average temperature of between 18°N – 24°N [ 65F – 75F] and no frost.
Left to mature the coffee plant would grow to a height of 2m. The plant resembles a camellia
bush and has dark, glossy, pointed leaves.
The white jasmine like flowers is extremely delicate and highly scented. It takes from three to
five years for the bush to produce fruits.
The fruits ripen several times a year and appear on the bush in various stages of maturity. The
fruit or cherries take 6. months to 8. months to ripen from dark green to deep red.
Each tree produces 2000 cherries a year. Inside each cherry is a single bean knows as pea-
berry. The yield from 2000.cherries is 500gm [1.lb] beans. The beans are
separate from the pulp and skin by one of two methods.

Wet Method’
The wet method is use for handpicked quality beans and employed in countries with heavy
rainfall. The cherries are pulp to remove the outer fleshy layer. And then the beans are soaked
and left to ferment for 1-2 days. They are washing then and dried by machine or naturally in
the sun. Finally, a hulling machine removes the thin parchment to reveal the green coffee bean.

Dry Method’
The dry method is much simpler and is the oldest way of preparing. The cherries are spread
out in the sun for 2-3 weeks.
They are raked and turned frequently so that they dry the cherries are hulled by machine to
remove the skin and dried pulp.
Beans are sorted, pick over and graded by hand. Small samples are roistered and tasted by a
coffee taster who determines the quality.

Single Espresso
Single shot of espresso (30ml), served with cold water and lemon peel.
Double Espresso
Double shot of espresso (60ml), served with cold water and lemon peel
Macchiato
Single espresso topped with milk froth
Americano
Single espresso with hot water
Cappuccino
Single shot of espresso, steamed less milk, more foam
Latte
Single shot of espresso, more milk, less foam

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3.10.1: Beverage Menu

Fine Dining Restaurant

Water Aperitif Digest Drink
Mineral water (large)  Martini  Martel VSOP
Mineral water (small)  Campari  Hennessy XO
Perrier water (Large)  Pernod
Perrier water (small)
Whiskey Cocktail
Soft Drink  Red Label B52
Coke  Ballantine Black Russian
Pepsi  Black Label Bullfrog
Sunkist  Chivas Blue Lagoon
Sprite  Jim Beam Blue Kamikaze
7up  Jack Daniel Cosmopolitan
Cuba Libre
Fresh Juice Vodka Daiquiri
Orange  Absolut Long Island Ice
Pineapple  Skyy Tea
Watermelon  Belvedere Manhattan
Green Apple  Gray Goose Margarita
Honey Dew Mojito
Rum Pina Colada
Coffee  Bacardi (Silver & Planter’s Punch
Single Espresso Gold) Rusty Nail
Double Espresso  Havana Club (Gold Screw Driver
Americano & Dark) Sex on the Beach
Cappuccino Sidecar
Latte Gin Singapore Sling
 Bombay Sapphire Tequila Sunrise
Tea  Tanqueray Tom Collins
English Breakfast Tea Whiskey Sour
Green Tea Tequila White Russian
Jasmine Tea  Jose Cuervo (Silver
Lipton Tea & Gold) Mocktail
Chamomile Tea  Camino Bianco Shirley Temple
Oolong Tea (Silver & Gold) Fruit Punch
Lemon Mint
Hot Drink Beer Virgin Mojito
Hot Milk  Amstel Light Virgin Colada
Hot Chocolate  Corona Virgin Margarita
 Budweiser

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Fine Dining Restaurant

Wine List

White Wine
Duckhorn Vineyard, Napa Valley Chardonnay 2021, USA, alcohol 14.1% $38
Cloudy Bay, Marlborough, Sauvignon Blanc 2022, New Zealand, alcohol 13.1% $31
Domain Louis Michel, Chablis, Burgundy, France, 2021, alcohol 12.5% $37
Dry Creek Chenin Blanc, Northern Sonoma County, California, 2021, alcohol 12% $17
Pighin Pinot Grigio, Friuli Grave, Italy, 2021, alcohol 13% $16
Pewsey Vale, Dry Riesling, Eden Valley, Australia, 2018, alcohol 12.5% $19
Chateau De Romance Bordeaux Blanc, Semillon, France, 2017, alcohol 12.5% $23
2021 Golden Child Tropicana Blanc White Blend, Adelaide Hill, alcohol 12.5% $28
(50% Verdelho, 40% Sauvignon Blanc and 10% Chardonnay), Australia

Red Wine
Text Book, Cabernet Sauvignon, Napa Valley, The Pey Family, 2020, alcohol 13.3% $33
Montes Alpha Merlot, Colchagua Valley, Chile, 2019, alcohol 14.5% $21
Louis Latour Bourgogne Pinot Noir, France, 2020, alcohol 13% $31
Jacob's Creek Reserve Shiraz 2021, Barossa, Australia, alcohol 14.5% $16
Caymus Vineyards Zinfandel, Napa Valley, USA, 2020, alcohol 14.8% $60
Early Mountain Foothills Red Blend Virginia, 2020, USA, alcohol 13.5% $20
(Blend: 31% Merlot, 28% Cabernet Franc, 17% Syrah, 11% Cabernet Sauvignon, 9% Petit
Verdot, 3% Petit Manseng, 1% Tannat)

Rosé wine
Dark Horse Rosé, California, United States,2020, alcohol 12.5% $10
Chateau d'Esclans Cotes de Provence Whispering Angel Rose, 2019, alcohol 13.5% $25

Sparkling Wine and Champagne

I Lauri Extra Dry Prosecco, Veneto, Italy, NV, alcohol 11% $17
(85% Glera, 15% others)
Veuve Clicquot Brut Yellow Label Champagne, France, NV, alcohol 12% $63
(Pinot Noir, Pinot Meunier and Chardonnay)

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UNIT 4: PREPARE AND CLEAR AREAS FOR FOOD AND BEVERAGE SERVICE
This standard is about how you prepare the food service area ready for your customers
and clear it down at the end of the service. This includes preparing the equipment, service items
and ensuring that the food service area is set up correctly prior to service. The standard
concludes with the efficient clearing of the food service and dining areas and correct storage
of equipment and condiments.

4.1 Preparing Equipment

Before allowing guest to enter into your restaurant, you should prepare yourself first. If
you don’t organize yourself properly before starting your daily operation, you cannot give
desired service.
Preparing food and beverage service equipment to make smooth of services operation. The
serving staff carries out the following duties −
 Removing all soiled linen and replacing them with the fresh ones.
 Wiping all the tables and chairs
 Ensuring that the side board is well-equipped.
 Replenishing condiment containers, cruet set (salt and pepper shakers)
 Polishing cutlery, crockery and glassware.
 Replacing pale flowers with the fresh ones.
 Folding the napkins.
Preparing Side Boards (Dummy Waiter)
It is a piece of furniture with numerous compartments and shelves to keep condiments, cutlery,
crockery, glassware, linens, menus and miscellaneous. Side boards are allocated for every
station.
To prepare the side boards, the serving staff must place −
 The tea cup and saucer, side plates, glasses, mugs in the lower shelves.
 The linen and napkins neatly and stalked.
 The cutlery in the appropriate sections separately according to the type.
 The condiments containers and shakers, water jug, butter dish, toothpick holders, on
the upper shelf or board.
Napkin folding
Napkin can be folded in a number of attractive
ways. They can be shaped as a flower, a
character, or some object. A well-folded and
well-placed napkin grabs the attention of the
guests.
.

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4.2 Setting the table

Table setting refers to the way to set a table with tableware. Table setup plays an
important role in contributing to the appearance of the table. Types of table setting are breakfast
table setting, À la carte table setting and set menu table setting.

4.2.1: Set the table for breakfast

Equipment used for breakfast table setting are as follow:
Linens
1. Table cloth
2. Slip cloth or table runner (follow the SOP)
3. Place mat (follow the SOP)
4. Cloth napkin
Cutlery
5. Dinner knife
6. Dinner fork
7. Butter knife
8. Tea spoon
Crockery
9. Tea cup and saucer
10. Side plate (B&B plate)
Center pieces
10. Flower vase
11. Cruet set (salt and pepper shaker)
12. Toothpick holder with toothpick
13. Sugar bowl
14. Milk jug (follow the SOP)
15. Ashtray (If non-smoking room, no need to set)
Before you set the table, must check all the equipment used for setting. If you saw the stain
linen, cutlery with dust, crack or chip crockery, uncomplete and dirty center pieces were
removed and replace with clean and complete equipment.
When you hold the equipment, follow the holding standard that is very important.

Performance Guide
 Check the table and chair
 Lay the table cloth on the table
 Lay the slip cloth or table runner above the table cloth (according to SOP)
 Put the place mat (according to SOP)
 Take the service tray, carry for cutlery, crockery and center pieces
 Do not make the big noise, when you pick up the equipment from sideboard
 Close the drawer and door of sideboard each and every time used (careful the noise)
 Put the dinner knife to the right of setting and blade is always facing to the left
 Put the dinner fork to the left of setting. Distance between dinner knife and fork should
be 12 inches.
 Put the side plate left side of dinner fork.

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 Put a butter knife on the right side of the side plate parallel with dinner fork.
 Put coffee cup and saucer right side of dinner knife. Cup is upright on the saucer.
 Put the tea spoon on the saucer
 Put the napkin between dinner knife and fork.
 Put the center pieces middle of the table, follow by the standard of your working place.

4.2.2: Set the table for À la carte service

Equipment used for À la carte table setting is as follow:
Linens
1. Table cloth
2. Slip cloth or table runner (follow the SOP)
3. Place mat (follow the SOP)
4. Cloth napkin
Cutlery
5. Dinner knife
6. Dinner fork
7. Butter knife
Crockery
8. Side plate (B&B plate)
Glassware
9. Water goblet
10. Wine glass
11. Champagne flute
Center pieces
12. Flower vase
13. Cruet set (salt and pepper shaker)
14. Toothpick holder with toothpick
15. Ashtray (If non-smoking room, no need to set)
Before you set the table, must check all the equipment used for setting. If you saw the stain
linen, cutlery with dust, crack or chip crockery and glassware, uncomplete and dirty center
pieces were removed and replace with clean and complete equipment.
When you hold the equipment, follow the holding standard that is very important.

Performance Guide
 Check the table and chair
 Lay the table cloth on the table
 Lay the slip cloth or table runner above the table cloth (according to SOP)
 Put the place mat (according to SOP)
 Take the service tray, carry for cutlery, glassware, crockery and center pieces
 Do not make the big noise, when you pick up the equipment from sideboard
 Close the drawer and door of sideboard each and every time used (careful the noise)
 Put the dinner knife to the right of setting and blade is always facing to the left
 Put the dinner fork to the left of setting. Distance between dinner knife and fork should
be 12 inches.
 Put the side plate left side of dinner fork.

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 Put a butter knife on the right side of the side plate parallel with dinner fork.
 Put water goblet in front of dinner knife
 Put wine glass and champagne flute, follow by the standard of your working place.
 Put the napkin between dinner knife and fork.
 Put the center pieces middle of the table, follow by the standard of your working place.

4.2.3: Set the table for set menu service (for 3 courses)
Equipment used for this table setting is as follow:
Linens
1. Table cloth
2. Slip cloth or table runner (follow the SOP)
3. Place mat (follow the SOP)
4. Cloth napkin
Cutlery
5. Dinner knife
6. Dinner fork
7. Dessert knife (for appetizer or salad) or Soup spoon (for soup)
8. Dessert fork (for appetizer or salad)
9. Dessert knife or dessert spoon (for dessert)
10. Dessert fork (for dessert)
11. Butter knife
Crockery
12. Side plate (B&B plate)
Glassware
13. Water goblet
14. Wine glass (follow the SOP)
15. Champagne flute (follow the SOP)
Center pieces
16. Flower vase
17. Cruet set (salt and pepper shaker)
18. Toothpick holder with toothpick
19. Ashtray (If non-smoking room, no need to set)
Before you set the table, must check all the equipment used for setting. If you saw the stain
linen, cutlery with dust, crack or chip crockery and glassware, uncomplete and dirty center
pieces were removed and replace with clean and complete equipment.
When you hold the equipment, follow the holding standard that is very important.

Performance Guide
 Check the table and chair
 Lay the table cloth on the table
 Lay the slip cloth or table runner above the table cloth (according to SOP)
 Put the place mat (according to SOP)
 Take the service tray, carry for cutlery, glassware, crockery and center pieces
 Do not make the big noise, when you pick up the equipment from sideboard

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 Close the drawer and door of sideboard each and every time used (careful the noise)
 Put the dinner knife to the right of setting and blade is always facing to the left
 Put the dinner fork to the left of setting. Distance between dinner knife and fork should
be 12 inches.
 Put the dessert knife or soup spoon for starter right side of dinner knife
 Put the dessert fork for starter left side of dinner fork
 Put the side plate left side of dinner fork.
 Put a butter knife on the right side of the side plate parallel with dinner fork.
 Put water goblet in front of dinner knife
 Put wine glass and champagne flute, follow by the standard of your working place.
 Put the napkin between dinner knife and fork.
 Put the dessert knife or dessert spoon and dessert fork for dessert in front of napkin.
 Put the center pieces middle of the table, follow by the standard of your working place.

4.3 Opening restaurant

Here are some key points that you should follow before opening the restaurant for customers.
Punctuality: All staffs must be punctual and should be on time, at the restaurant 15 minutes
before of duty.
Ready for the job: Check your uniform and appearance according to your workplace
standard. Always give deep attention on your hygiene and grooming. Must have waiter’s
friends (note book, pen, lighter and wine opener).
Opening restaurant: Pick up keys from the security department, and open the door and light.
Make the environment fresh. Let the fresh air come and remove smell and dampness.
Checking cleanliness: Check the guest areas, service areas and service equipment
(cutlery, crockery, glassware, miscellaneous, etc.) for cleanliness. Exchange the dirty linens at
the laundry with clean linens. After collect the linens fold the napkin according to the SOP.
Setting the table: Set the tables according to the standard. All tables setting has to be
completed before the briefing.
Briefing: A service briefing should brief before restaurant open for guests. You have to
listen carefully about information (daily special, occupancy, function, promotions, etc.) from
supervisor or manager and record. Never gossip with your colleagues while briefing going on.
Open the restaurant:After briefing double check your preparation and open the restaurant for
guests. Follow same briefing guideline on each shift.

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UNIT 5 : PROVIDE FOOD AND BEVERAGE SERVICE

Provide food and beverage services is a professional industry that includes restaurants,
bars, cafeterias, canteens, food courts and other food-based hospitality businesses which
provide meals to its customers for various purposes.

5.1 Key points for breakfast service (buffet)

1. Greeting The Guest
2. Check for reservation
3. Check for number of Person
4. Check for breakfast coupon, guest name and room number
5. Check for smoking or non-smoking area
6. Show the way and arrange for the seat
7. Assist the guest for seating and unfold the napkin
8. Ask for coffee and tea
9. Repeat the coffee and tea order
10. Introduce guest and station waiter, handover message to waiter
11. Pick up and serve the coffee or tea
12. Give excellence service to the guest during their meal
13. Prepare the bill
14. Assist the guest departure
15. Farewell the guest

No Key points/Steps Actions Tips

1. Greeting The Guest *Good morning Mr. (name) *Greet the guests with a warm
(Mrs./Ms./Sir/ Madam) and friendly manner
*Welcome to (name of the *Use the proper expressions
restaurant) and gestures
*Always maintain eye contact
with the guest and warm
smiles when greeting.
*Nod your head a little as you
greet the guest.
*Address the guest by his or
her name (if you know)
2. Check for reservation*Do you have any reservation *If guest have reservation,
Mr./Ms./ (name) this information should be in
3. Check for number of *Table for how many persons reservation book.
Person Mr./Ms./ (name)
4. Check for breakfast *May I get your breakfast *Do not use the guest’s name
coupon, guest name coupon, please? each and every conversation
and room number *May I know your name and *Use often
room number, please
5. Check for smoking or *Would you like to sit,
non-smoking area smoking or non-smoking area?

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6. Show the way and *Tell the guests to follow you * Offer the guest to carry
arrange for the seat and lead the way to table his/her bags. Try to walk
*Let the guest choose the table beside the Guest while
directing to their seat place
7. Assist the guest for *Pull out a chair for a guest *Let the guests decide who
seating and unfold and adjust the chair as the will sit in the chair pull out
the napkin guest sit. *Unfold the napkin from the
* Help other with seating as right and lady first
appropriate
*Unfold the napkin and lay on
the guest from right side
8. Ask for coffee and *Would you like to start with *For the breakfast time, start
tea coffee or tea? with coffee or tea
*And explain what kind of *Different with lunch and
coffee and tea you have dinner
9. Repeat the coffee and *May I confirm your order? *If you did not confirm the
tea order *Make sure guest order is order, mistake will happen
correct
10. Introduce guest and *Inform the guests to know *Guests can ask their need
station waiter, who will take care their table during their meal
handover message to
waiter
11. Pick up and serve the *Confirm and inform the *Sugar and milk must be set
coffee or tea guest’s order and serve from before served
the right
12. Give an excellence *All tables are kept clear
service to the guest *Attentive the guest need
during their meal *Three minutes check
*Replace cutlery
*Offer more coffee and tea
*Assist the guest to carry foods
and juice
*Clear the unused plate, glass,
cutlery, and so on
13. Prepare the bill *Inform to cashier settle the *Don’t let the guest wait so
bill by the table number long for their payment
14. Assist the guest * Assist the guests with their
departure chairs and jackets as they leave
15. Farewell the guest * Using a smile, thank the * As it's the last aspect your
guest for dining in your guests experience at your
restaurant. venue, it's also what guests
*Invite them to return at will remember most.
another time.

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5.2 Sequence service in restaurant (Lunch and Dinner)

1. Greeting the guest
2. Check for reservation
3. Check for number of persons
4. Check for smoking or non-smoking area
5. Bring the menu
6. Show the way and arrange for the seat
7. Assist the guest for seating and unfold the napkin
8. Present the menu
9. Introduce guest and station waiter, handover message to waiter
10. Take the beverage order.
11. Repeat the order
12. Prepare the K.O.T
13. Serve the water from right
14. Pick up and serve the beverage from right
15. Three minutes check
16. Take the food order (Starter and Main course)
17. Repeat the order
18. Prepare the K.O.T
19. Fire the order
20. Adjust the setting
21. Pick up and served the bread and butter from the left
22. Pick up and served the starter from the right
23. Three minutes check
24. Clear the plate from the right side.
25. Pick up and served the main course from the right
26. Three minutes check
27. Clear the plate from the right side
28. Crumb down the table
29. Present the dessert menu
30. Take the dessert order
31. Repeat the order
32. Open the K.O.T
33. Set up the table for dessert
34. Pick up and serve the dessert from right
35. Three minutes check
36. Clear the plate from right
37. Ask for coffee / tea
38. Ask for digest drink
39. Ask for anything else
40. Prepare the bill
41. Check your bill before presenting to the guest
42. Assist the guest departure
43. Farewell the guest

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No Sequence Action Tips

1. Greeting the guest *Good afternoon or evening *Greet the guests with a
Mr. (name). (Mrs./Ms./Sir/ warm and friendly
Madam) manner
*Welcome to (name of the *Use the proper
restaurant) expressions and gestures
*Always maintain eye
contact with the guest
and warm smiles when
greeting.
*Nod your head a little as
you greet the guest.
*Address the guest by his
or her name (if you
know)
2. Check for reservation *Do you have any *If guest have
reservation Mr./Ms./ (name) reservation, this
information should be in
reservation book
3. Check for number of *Table for how many persons *If guest have
persons Mr./Ms./ (name) reservation, this
information should be in
reservation book
4. Check for smoking or *Would you like to sit, *If guest have
non-smoking area smoking or non-smoking reservation, this
area? information should be in
reservation book
5. Bring the menu *Take the beverage menu *Do not forget to take the
and food menu menus, Holding the
menus in your hand
6. Show the way and *Tell the guests to follow * Offer the guest to carry
arrange for the seat you and lead the way to table his/her bags. Try to walk
*Let the guest choose the beside the Guest while
table directing to their seat
place
7. Assist the guest for *Pull out a chair for a guest *Let the guests decide
seating and unfold the and adjust the chair as the who will sit in the chair
napkin guest sit. pull out
* Help other with seating as *Unfold the napkin from
appropriate the right and lady first
*Unfold the napkin and lay
on the guest from right side
8. Present the menu *Present the menu from right *Always check the menu
side before presenting to the
* Announce while presenting guest
food and beverage menu, *If using open menu,
*Inform about daily special open the menu for guest
and item 86

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9. Introduce guest and *Inform the guests to know *Guests can ask their
station waiter, handover who will take care their table need during their meal
message to waiter
10. Take the beverage order *Tell the daily special, *Check the daily specials
describe ingredients and when the briefing
price *Bring back beverage
*Ask the water menu
11. Repeat the order *Repeat and confirm each * Experienced order
completed order takers know that
repeating the order back
will often remind the
customer that they've
missed something, and it
can be fixed before it
becomes an issue.
12. Prepare the K.O. T *Enter the order into your *Punch corrects beverage
restaurant’s POS machine order and send to the bar
13. Serve the water from *Pour the water from guest’s *Serve water first, when
right right side, do not pour full of guest waiting other dink
glass order
14. Pick up and serve the *Put the beverage coaster and *Before pick up drink,
beverage from right serve the drink from right, check correct order,
announce the name of drink glass, garnish and clean
15. Three minutes check *How’s your drink (mention *After drink is served
name of drink)? and guest drink one or
*Refill water (if need) two sips, revisit to guest
and check the drink
16. Take the food order *Tell the daily special, *By suggesting
describe ingredients and additional items, you can
price increase revenue for the
*Offer to guest with menu restaurant and increase
selection your tips
*Suggest items that will go *Check the beverage
well with …. when taking food order
*Bring back the menus
17. Repeat the order *Repeat and confirm each * Experienced order
completed order takers know that
repeating the order back
will often remind the
customer that they've
missed something, and it
can be fixed before it
becomes an issue.
18. Prepare the K.O. T *Enter the order into your *Punch corrects food
restaurant’s POS machine order and send to the
kitchen
19. Fire the order *Inform the kitchen to cook *Special orders may
the food require speak with chef

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20. Adjust the setting *Set the cutlery according the *All necessary cutlery
order, set the knife and spoon must set completely
from right and fork from left before food out
*Change ashtray (If need) * Never cross to the
guest when you set
*Ashtray should be
changed each time they
contain one or two butts
21. Pick up and served the *Serve bread and butter with *Guests having bread
bread and butter from the silver service and butter when they
left *Ask quantity and choice of waiting their foods
bread
22. Pick up and served the *Serve the starter from the * Before pick up starter,
starter from the right right and announce the name check carefully correct
of food order, correct crockery,
correct garnish and clean
23. Three minutes check *How’s your food (mention *After starter is served
name of food)? and guest eaten one or
*Refill water (if need) two bites, revisit to guest
*Ask for more drink (check and check the food
situation)
*Clear empty glass (exclude
water glass)
24. Clear the plate from the *Say excuse and clear the *Clear dirty plate and
right side starter plate and cutlery from cutlery
right *Check cutlery for next
course and if the guest
used wrong cutlery, reset
new
25. Pick up and served the *Serve the main course from * Before pick up main
main course from the the right and announce the course, check carefully
right name of food correct order, correct
*Check and ask for more crockery, correct garnish
bread and butter and clean
26. Three minutes check *How’s your food (mention *After main course is
name of food)? served and guest eaten
*Refill water (if need) one or two bites, revisit
*Ask for more drink (check to guest and check the
situation) food
*Clear empty glass (exclude
water glass)
27. Clear the plate from the *Say excuse and clear the *Clear main course plate,
right side plate and cutlery from right side plate, cutlery and
*Clear the side plate, butter cruet set follow by
knife and cruet set also clearance method
28. Crumb down the table *Approach to guest and start *Never cross to the guest
from left and crumb down *The crumbing down
the crumbs from table must be done before
given the dessert menu

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29. Present the dessert menu *Present the dessert menu

from right side
30. Take the dessert order *May I take the dessert
order?
31. Repeat the order
32. Open the K.O. T *Enter the order into your *Punch corrects food
restaurant’s POS machine order and send to the
kitchen
33. Set up the table for *Set the correct cutlery for *Set the cutlery must
dessert dessert done before dessert out
34. Pick up and serve the *Serve the dessert from the * Before pick up dessert,
dessert from right right and announce the name check carefully correct
of dessert order, correct crockery,
correct garnish and clean
35. Three minutes check
36. Clear the plate from right *Say excuse and clear the *If water is still drinking,
plate and cutlery from right let the glass on the table
*Clear empty glasses
37. Ask for coffee / tea *Would you like to order *Sugar and milk must set
coffee or tea? (Use the before coffee serve
guest’s name)
38. Ask for digest drink *May I take the digest drink *You must know what
order? digest drink available in
your restaurant
39. Ask for anything else *Would you like to order *Meal has been done, but
anything else? (Use the make sure the guest
guest’s name) needs anything else
40. Prepare the bill *Inform to cashier settle the *Don’t let the guest wait
bill by the table number so long for their payment
41. Check your bill before *Double checks the bill and *Make sure all items are
presenting to the guest places it in the check folder correct
*If extra items inside,
complain will come and
shameful
*If less items, you have
to pay
42. Assist the guest departure * Assist the guests with their *Do not let the guests
chairs and jackets as they push the chair by their
leave self
43. Farewell the guest * Using a smile, thank the * As it's the last aspect
guest for dining in your your guests experience at
restaurant. your venue, it's also what
*Invite them to return at guests will remember
another time. most.

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5.3 Order-taking system

One of the most important jobs in any restaurant is taking an order from a customer.
Every waiter and waitress must know the system of taking order.
1. Know the table number and numbering system for the chairs at each table
2. Standing position, eye contact, body posture
3. Writing order on the order pad or punching order in the POS machine
4. Taking order in a standard clockwise fashion
5. Take the order by ladies first

5.4 Closing Restaurant

Restaurant closing duty is one of the most important daily duties for food and beverage
service staffs. Important guidelines for closing the restaurant duties are as follow:
• Dirty crockery, glassware and cutlery send to washing area follow by decoy system
• Sorted the dirty linens and send to laundry
• Wipe down and sanitize all chairs and tables
• Wipe down the bar, host stand, and any POS tablets
• Wipe down all menus and checkbooks
• Wipe down glass doors to remove fingerprints
• Refill and wipe the cruet set, sugar bowl and any condiments
• Polish the glasses, cutlery and wipe the crockery
• Clean the miscellaneous that used
• Refill the sideboard
• Set the table for next shift (follow the SOP)
• Swept and vacuumed the floor (follow the SOP)
• Close the AC and lights
• Locked the restaurant door and send the keys back to security department

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Unit 6 : Provide Room Service

Room service provides guests with food and beverage service in the privacy of their own
room or suite. Room service is 24-hour service and breakfast only served in the room and
ordered by DOOR KNOB menu. Guests may have several options to place a room service
order. The telephone is the most common method once the order has been taken from the
customer, you must clarify the details of the order.
To do this, repeat the order back to the customer to check for accuracy, and amend where
necessary, room service orders are frequently placed over the phone or by text and there is no
actual face-to-face interaction, which can lead to confusion, misunderstanding and mistake
can be happen.
Room Service orders are commonly recorded in conjunction with a discussion with the
Guest. The order may be written either by hand or recorded electronically.
A room service order has to record any extras needed such as table cloth if there is a table or
Vinegar to serve with the French fries. It will need to also record information to enable
appropriate set up, extra crockery or cutlery if a guest orders a' large platter to share'
Food orders will be divided between the various Kitchen areas, entrees and salad s will come
from Cold larder section, Main courses and hot foods from the Main Kitchen and the desserts
and snacks may come from a separate patisserie area.
In some establishments there may be a separate Room service Kitchen and Items cooked to
order. Each establishment will have its own enterprise procedures to action room service.
Room service orders will involve information to other departments. Newspapers requests
with breakfast may need to be forwarded to Concierge or the retail outlet who supplies them.
Flowers will be supplied and may be stored in a central area for bud vases placed on trays.
Beverage requests will be supplied by Bar or wine store. Certain aspects of orders will go to
specialist food areas, such as chocolates or dietary needs for guests who are Diabetic, Celiac
or have Allergies.
The Sales and marketing area may also have promotional tray cards to be placed with Room
Service deliveries, this may include special deals for corporate or club members. Finally
Room Service staff may need to coordinate a delivery with a Butler or Valet and may be
required to assist with service.

Punctuality
 Report to room service for duty at least 15 minutes before shift starts to take over duty
from previous shift.
 Read the log book [daily and MTD F&B revenue].
 Notice board and communication book for any follow up and instructions from F&B
Manager.
 Update yourself with any change in the menu or daily specials [including soup of the
day].
 Always keep the captain or supervisor informed of your whereabouts. Indicate your
movement on the notice board [e.g., clearing or meal break].

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Station Mise-En-Place
Ready for service
 All cleaned service trays when not is use should store away neatly on the racks.
 Check all returned crockery and cutlery from stewarding to ensure that they are
thoroughly cleaned, otherwise have them rewashed. Put aside those which are chipped
or damaged.
 All cutlery and crockery must be cleaned, polished and checked for stains before
arranging and placing them in the separate sections/ drawers of the room service
station [cutlery and crockery are between room service. Restaurant and banquet]
 Ensure adequate clean napkins [for VIP] and tablecloth [for trolley].
 Wipe glassware with dry glass cloth.
 For breakfast service, mid night crew will ensure that there are sufficient packets of
preserve and butter are kept in refrigerator.
 Refill all sugar bowls with sugar sachets. [Depend on your hotel’s standard]
 Refill all salt and pepper shakers. Salt and pepper must be dry. Place 8 uncooked rice
grains in each salt mill to allow easy flow. Ensure that the holes are not clogged.
 Wipe all sauce [tomato, chilli, etc.] bottles especially the rim, before service starts.
Keep all opened bottles in the refrigerator to prevent spoilage.
 After each service, dispose of the remaining cream and milk. Rinse and clean the jugs
/ containers and refill only before next service order to ensure freshness.
 Extra trolleys should be folded, covered and stored away when not in use. Always
keep the station replenished and tidy.

Taking room service order

 Up to date knowledge of room service menu

 Answer each telephone call within 3 rings. Always have a note pad and pen, and the
room service menu and other restaurants menu also ready.
 Room answering each call, try to greet the guest by name: ‘Good morning /
afternoon/evening Mr./Mrs./Ms.……. Room service, [Name] speaking, how may I
help you?
 Take down the guest’s order and repeat the order to the guest for confirmation; ‘May I
repeat, your order is ……….!
 Confirm the guest’s room number and advise the approximate time for delivery; ‘We
shall deliver your order to room [number] within [20. minutes].
 Thank the guest if the order is confirmed and replace the telephone handset after the
guest.
 Raise a captain’s order and write down the following details; guest name and room
number. Items ordered. Date and time of order
 Pass the KOT to the duty room service waiter for execution. IF the order is delayed,
call and inform the guest.
 Process the guest check with the Micros or POS and write down the guest’s name and
room number clearly. Hand it to the room service waiter for presentation during order
delivery.

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 Should the guest request for an item in the restaurant menu [which is not available in
the room service menu], politely inform the guest that it can be served and the price as
well e.g. [No problem Mr./ Mrs./ Ms.…. we can serve you the Caesar’s salad].
 Should the guest request for an item not found in any menu [i.e., special order],
politely inform the guest that you will check with the chef and reply within 5.
Minutes;
 ‘Please let me confirm with the chef and I will call you back immediately’. After
checking and confirming with kitchen, ring the guest’s room within 5. minutes;
 ‘Hello Mr. Mrs. Ms.……… room service, [Name] returning your call. Yes, we can
serve you the apple and walnut salad. ‘Would you like a soup to go with the salad?’

Executing room service order

Deliver room service order within time given to guest. Up on receiving the KOT; record the
following details in the room service order record book.
1.Guest’s Name
2.Room Number
3.Items Ordered
4.Date and Time of Order
5.Time of delivery
6.Name of Room Service Waiter
7.Name of Clearance
 The white copy stays with the order taker to process the guest check. The order is
handed to the chef’ to prepare the order.
 For hot food order, set up the trolley with tablecloth and place hot box in the room
service trolley.
 During setting ensure that there are no chips\ cracks or dirt on the crockery or
glassware used.
 For cut fruits, cold cereals or any cold food must be cover.
 Pick up the order once it is ready from the kitchen and lay the food/drinks order on
the trolley or service tray.
 Check that all items ordered are in place and on time before delivery.
 Collect the guest check from the order taker and ensure that the guest’s name and
room number are indicated clearly.
 Record the name before delivery to the guest’s room. Once at the doorstep of the
guest’s room, knock 3-times and announce ROOM SEVICE clearly.
 Once the door is opened, greet the guest with by name.
 Ask the guest where he/she would like the tray or trolley to be placed and act
accordingly ‘Mr. Mrs. Ms. ………… Where would you like to put the tray or
trolley?’
 To serve hot food, remove it from the hot box and place on the trolley. Present the
guest check for the guest’s signature. Ensure guest signs on check.
 Remind the guest to dial room service for clearing and thank the guest. “Thank you
(Mr. Mrs. Ms.) and enjoys your meal. Please call room service to clear the tray /
trolley.
 Return the guest check to the order taker for posting.

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Clearing room service orders

 Once every 1-hour, patrol and check each floor to clear any service tray with soiled
dishes or unwanted fruit baskets.
 Take note especially of those rooms with room service order in the record book.
Collect all the service trays and trolleys and transfer the soiled dishes and utensils,
send to stewarding for washing.
 Return any unused/ unconsumed or leftover fruit basket to kitchen for recycling.
 Wipe and clean the service trays and trolleys to prepare for the next service.
 Keep the station replenished with the cleaned cutlery and crockery from stewarding.
 Record each round of clearing [start and finish times, name of staff] and the rooms
cleared in the floor check book.

Suggestive Selling

Assist guests who are uncertain about their preferences to make-up their minds in ordering
food and beverage through the menu. Upgrade the sales and revenue and at the same time the
standard of service of the hotel.
 Staff should be well equipped with the knowledge of food and beverage and the
standard of service in restaurant or room service.
 Could suggest the house specialty of the day
 Could suggest a dessert and coffee or tea after the main meal
 Servers should try not to ask a question which can be answered “NO” e.g. “would you
like dessert?” this may yield a negative response from the guest.
 In contrast, try to put a question, “We serve freshly squeezed fruit juices, like apple
juice and star fruit juice, which would you prefer?”
 Above all, in approaching suggestive selling techniques, we must also make sure that
guests are not annoyed and feel “CHEAP” in front of their companion or their friends.

Handling guest’s complaints

Give to achieve a Win - Win situation guest’s complaints give the hotel an opportunity to
improve and turn dissatisfied guests into satisfied repeat customers.
Try to resolve the guest’s complaint using the following guidelines. If situation worsens or
the guest becomes more difficult to handle, contact the supervisor or Manager or Front office
duty manager immediately.
 Listen with concern and apologize to the guest if the complaint is about the service.
 Stay calm and polite always; do not argue with the guest.
 Isolate the guest if necessary or possible, so that other guests will not be affected.
 Try to understand and acknowledge the guest’s feelings, use phrases such as “I Know
how you must feel……”
 Use the guest’s name as recognition or to show personal interest in the problem, show
the guest that you treat the complaint seriously.

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 Give the guest your undivided attention – concentrate on the problem, not the person;
do not point finger at other department or other persons.
 Take note – write down detail of the complaint. This reassures the guest that the Hotel
staffs is concerned.
 Apologize. Tell the guest what you can do. Do not promise what you cannot deliver.
Do not exceed your authority. If the complaint is over the food and beverage ordered,
check with the supervisor or manager for permission to offer the guest an exchange or
substitute.
 Always contact the supervisor or manager if you cannot handle the situation, if they
are unavailable, inform the guest that the Hotel will follow up on the complaint.
 Thank the guest for bringing up a problem that the hotel may have overlooked.
 Ensure that the follow up action is taken.

Work Safety

Prevention is better than cure. When on duty takes note of the following safety points;
 Be aware of obstacles on the floor or corridors. Remove and return them to their
rightful place.
 Make sure that electrical wires and cables never run across walkways.
 Watch out for damaged flooring or tone carpets. Contact engineering to repair them
immediately.
 Clean up spillages immediately. If grease or oil is spilt, use salt to absorb before
cleaning the area.
 When cleaning, use wet floor signs to warm the guests or staff for the dangerous
situation.
 Never use faulty equipment or handle electrical plugs or equipment with wet hands.
 Never try to carry a heavy load by yourself and ask for the help.

Help prevent fires;

 Switch off all electrical equipment when not in use.

 Throw all rubbish and waste in designated bins or garbage areas.
 When using portable heaters like steno in room service, douse the flame when not in
use.
 When tidying guest areas, check the floors and look behind cushions or seats for ant
and cigarette butts.
 Contact engineering immediately if you detect ant faulty or open electrical wiring.
 Make sure the nearest fire exit doors are keep clear and in good condition.

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Glossary

TERM EXPLANATION

The service of food and beverage items in Guests rooms by

Room Service
designated room service waiter. Also called in room dining

A range of food items offered for service usually written and

Menu
including prices

Complimentary Items served without charge

Items supplied by the venue for the guest’s consumption such as

Amenities
pens, notepads, matches etc

Items supplied by the venue for the guests use while occupying
Supplies the room for example bathrobes, drinking glasses, cups and
saucers

Beverage and snack food items set up within a guest room for
Mini Bar
their use on a pay as consumed basis

Handbook or folder hard copy or electronic which contains

Compendium
information about the venue including the Room service Menu

Supervisor in charge of porters and responsible for a wide range

Concierge
of guest services

Day use room Room used between 9 & 5.for meetings

A record of all financial transactions between the Guest and the

Guest Folio or Account
venue during the guests stay

A record of the guest’s personal details including food

Guest Profile
preferences and allergies

A system of relying on the Guest to record consumption of

Honour System chargeable items in their room including Mini Bar, to be added
to their room account

The department that is responsible for the cleanliness of a Guest

Housekeeping
room during their stay

Responsible for luggage management, Valet parking and Guest

Porter
services such as visitor information

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TERM EXPLANATION

Room rate plus several services at one price. E.g., bed and
Package
breakfast with car parking

Posting The recording of financial transactions on the guest’s folio

Those areas in a hotel or resort where the general public have

Public Areas
access, such as Bars & Restaurants

Suite A room with separate living and sleeping areas

The selling of products or services by suggesting alternatives in

Suggestive selling a way that creates desire highlighting special features, benefits
and value

A cash register which records a financial transaction on a guest

Point of sale
folio at the time of consumption

VIPs Guests who are Very Important Persons.

Items such as sauces, mustards and other seasonings or side

Condiments
dishes which are served as an accompaniment to a dish

In House Guests in occupancy

A small pre-heated insulated box that fits under a trolley or at

Hot Box
the base of a multi tray trolley to keep hot food hot.

Floor check To check floor by floor for used items.

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