Food & Beverage Service

Topics: Table service, Coffee, Food Pages: 104 (33763 words) Published: January 15, 2011
Food and Beverage Service
Training Manual

This training manual is meant to be a guide to all hotel personnel in food and beverage service who are involved in the day-to-day training of staff either part-time. Furthermore, it ensures a uniform system of training inputs. It also acts as a self-study guide to any individual who wishes to develop himself/ herself in the vocation of a waiter or restaurant supervisor. The book was developed after understanding the problems that personnel in hotel and restaurant operations face in imparting training. Some of these problems are: (a) Non-availability of training material (b) Limited time to prepare a lecture (c) Limited time to train (d) Not knowing what to teach (e) Not knowing how much to teach (f) Not knowing the sequence in which to teach The material and design of the manual facilitate a “trainer” at a moments notice, or an individual who need spare just half-an-hour a day, to execute a programme. Here is a brief introduction to the approach of the manual. After a thorough “job analysis” of the position in food and beverage outlets, the job positions are divided into two sections- The waiter and the Supervisor. Each is broken into three aspects that are important in the development of an individual-Knowledge, Skills, Attitude. Knowledge Pertains to all cognitive inputs directly or indirectly connected with a job. These inputs act as a background to skill functions to enable a job to be done more effectively. Skill Concentrates on the methodology of doing a particular activity manually or through the use of motor functions coordinated with other senses. Attitude Deals with the psychology desired of staff. Each person comes with his own values and ideas, which may not be conducive to organizational efficiency. Changing the thinking is as important as knowledge and skill. At the end of some the lessons the appropriate Training Methodology and Training Aids that should be employed have been mentioned as a guide to “trainers”

Preface Introduction Training Methodologies and Aids

Part I The Waiter
Knowledge Lesson Lesson Lesson Lesson Lesson Lesson 1 2 3 4 5 6 The Restaurant Basic Etiquette for Restaurant Staff Knowledge of Other Departments The Menu Grooming Service Equipment Linen Furniture Chinaware Glassware Tableware Briefing Preparation for Service Safety Sanitation and Hygiene Food Service Breakfast The Cover Beverage Service Taking an Order 13 15 16 19 20 21

Lesson Lesson Lesson Lesson Lesson Lesson Lesson Lesson Lesson

7 8 9 10 11 12 13 14 15

26 27 31 32 33 36 38 39 41

Lesson 16 Preparing a check and Receiving Payment 44

Counsel 1 Counsel Counsel Counsel Counsel Counsel Counsel 2 3 4 5 6 7 Ability to Overcome Resistance to do Manual or Menial Work Willingness to serve Capacity to Take Orders from Seniors Cheerful Attitude Towards Work and People Cordial Relations with All-Interaction Pride in Work Tact and Initiative 47 48 49 50 51 52 53

Counsel Counsel Counsel Counsel

8 As Representative of the Organization 9 Honesty 10 Courtesy 11 Negative Attitudes

54 55 56 58

Part II The Restaurant Supervisor
Knowledge Lesson 1 Lesson 2 Lesson 3 Lesson 4 Lesson 5 Lesson 6 Lesson 7 Lesson 8 Lesson 9 Lesson 10 Lesson 11 Alcoholic Beverages Wines Whisky Brandy Gin Rum Vodka Tequila Sake Beer Beer Production Non-Alcoholic Beverages Stimulating Refreshing Nourishing Food Preparation Stocks Sauces Soups Soup Garnishes Cheeses Hard Cheeses Semi-hard Cheeses Soft or Cream Cheeses Blue Cheeses Tobacco Varieties of Tobacco Cigars Menu 62 63 68 74 76 78 80 82 83 84 88

Lesson 12 Lesson 13 Lesson 14 Lesson 15

89 91 93 95

Lesson 16 Lesson 17

97 102

Lesson Lesson Lesson Lesson Lesson Lesson Lesson Lesson Lesson 18 19 20 21 22 23 24 25 26 Sales Orientation Discipline Cost Reducing Methods Briefing Training Your Team Tip Distribution Staff Scheduling Performance Appraisal Assignment of Duties 104 106 107...
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