RESTAURANT KNOWLEDGE

By :
I Ketut Suarnata
CONTENTS Restaurant

Organization Chart

Restaurant Equipment

Napkin Folding

Carrying Technicque

Restaurant Preparation

Restaurant Operational

Restaurant Closing

Room Service

Banquet

Conversation
 What is definition
of restaurant?
Definition :
Restaurant is a business which
prepares and serves foods and beverages
to the customers in exchance for money,
either paid before the meal, after the
meal, or with an open account.
 Type of Restaurant

1. Ethnic Restaurant
01
2. Fast Food Restaurant
02
3. Family Style Restaurant

03 4. Casual Dining
Restaurant

5. Fine Dining Restaurant

04
05
 Ethnic Restaurant

Type of specialize restaurant

which provide national cuisines
depended name of the restaurant. For
example : Chinese restaurant typically
specialized in Chinese cuisines ;
Italian Restaurant ; Japanese
Restaurant.
 Fast Food Restaurant

a restaurant where emphasize

speed of service and usually for
busy people (at lunch). Fast food
restaurant are known in the
restaurant industry as QSRs (Quick
Service Restaurant)
 Family Style

a type of casual dining

restaurant where food is often
served on platters and the diners
serve themselves. In some region
alcoholic beverages are not sold
at this restaurant
 Casual Dining
Restaurant

a restaurant that serves

moderately priced food in casual
atmosphere provided table service
and often have a full bar with
separate bar staff, a large beer
menu, and a limited wine menu.
Example : coffee shop
 Fine Dining
Restaurant

a full service restaurant

(appetizer, main course, dessert)
with specific dedicated meal
courses. the wait staff is usually
highly trained and often wear
more formal attire
1. Table service
a. American Service is type of service where food is plated in the kitchen and
placed before served. Service is fast as one waiter can serve many guests and a
minimum of waiter is needed. Important in American Service is the waiter’s
service station. Before the dining area opens, these stations should be fully
supplies with table ware, napkins, ashtray,table cloth, pitchers of ice water,
condiments, and also tray.
b. French service is service where all
food is served from a gueridon. The
food is partially prepared by the chef
in the kitchen and finished by the
chef the rang in front of the guest. In
French service two waiters usually
tend one station, one is called chef de
rang and the other called commis de
rang. They are to work as a team.

The duties of the chef de rang are :

1. Seat the guest if there is no head
waiter
2. Take the orders of the guest
3. Serve all drinks
4. Finish the preparation of the food at
the table in front of the guests
5. Present the bill and collect the money
The main duties of the commis are :
1. Recieve order from the chef de rang, make
them to the kitchen and order the food.
2. Pick up the food in the kitchen and bring
the food a tray into the dining room and
place it on side table or cart.
3. Serve the plate of food which the chef the
rang has prepared at the side table to the
guest. Help the chef the rang whenever he
can.
c. Russian service is a service
where the food is fully
prepare and cut in the kitchen
and then neatly arranged on
silver platters by the chef.
This platters brought into
dining room by the waiter and
served the guest from these
platters.
1. The waiter orders the food in the
kitchen is the same as in
American Service but when the
waiter comes back to pick up the
food, he receives it in silver
platter rather than on serving
plate. He carries the hot plate and
the silver platter with the food on
one large tray into dining room.
2. He sets the tray with the food,
than he picks up the plates and
places them before the guest
from the guest’s right using right
hand.
3. The waiter returns to his side
stand, picks up the silver
platter on his left hand and
serves the guest from the left
with his right hand.
 The reason for serving
from the left side is because
the waiter must hold the silver
platter on his left hand in
order to use his right hand for
serving the food with fork and
spoon.
In brief the principal
technique of Russian Service
is that every food item is
brought into the dining room,
not on a plate as in American
Service but on a silver platter
from which it is served by the
waiter to the guest’s plate.
2. Counter Service
Type of service where guests
enjoy their foods and beverages
on the counter. Counter means a
long table, as a border kitchen and
guest area.
3. Self Service
Self service as know as buffet service, a restaurant service where all
courses of foods are displayed on buffet area. Guest take foods and
beverages by their own self. Extra service could be provided by the
staff in restaurant area behind the line.
•ORGANIZATION CHART
Restaurant
Manager

Assistant
Restaurant
Manager

Restaurant Restaurant
Supervisor Supervisor

Waiter/ss Waiter/ss Waiter/ss Waiter/ss

Assistant Assistant Assistant Assistant

Waiter/ss Waiter/ss Waiter/ss Waiter/ss
 Chinaware Silverware
Glassware Linen Furniture
• Plate : Dinner Plate, •Cuttleries
Dessert Plate, B&B a. Knife : Dinner knife, •Stem Glass •Table cloth •Side stand
Plate dessert knife, steak Water goblet, •Moullton •Table
• Saucer : Coffee knife, fish knife, b&b champagne glass,
Saucer, Demitasse knife white wine glass, •Napkin •Chair
Saucer, Soup Saucer b. Fork : Dinner fork, red wine glass, •Glass cloth •Gueridon
• Cup : Coffee Cup, dessert fork, steak brandy glass,
Demitasse Cup, Soup fork, fish fork, cocktail glass •Chair cover
Cup cocktail fork •Un Stem Glass
• Bowl : Cereal Bowl, c. Spoon : Dinner Short glass,
Pasta Bowl, Compote spoon, dessert Old fashion glass,
Bowl,Sugar Bowl spoon, soup spoon Juice glass,
• Escargot dish, Tea • Holloware High ball glass,
Pot, Coffee Pot, Egg  Water pitcher, Collin glass,
Stand, Flower Vas, cream jug, sauce Zombie glass,
Cream Jug, Ramekin boat, wine cooler, Beer mug
ashtray, tea&coffee
pot
Cuttleries
 Napkin folding is type of decorative folding done with a napkin.

Butterfly Candle Tavern

Crown Bird of Paradise

Mexican Fan
 Carrying Technicque
1. Tray 3. Plate
• Held with the left arm at Holding 3 plates :
elbow height’ • The 1st plate : take the fist plate in the left
• Held with the left arm at hand between the thumb and the index
the shoulder height finger prepare the other 3 fingers to receive
the 2nd plate
2. Glasses • The 2nd plate : is placed on the little finger,
the ring being supported by the index and the
The glass is upside middle finger.
down : the stem between the • The 3rd plate : the 3rd plate in the right hand.
fingers the based flat against Carrying 4 plates :
the palm of the hand. During • A waiter can carry 4 plates with a little
service period all glassware practice with the thumb, the index finger and
should be carried on a tray a middle finger he carries 2nd plates. The 3rd
covered by tray cloth. plate is placed on the upper side of the hand
The cloth keeps the and is held back by the little finger and
glasses from sliding when eventually the ring finger.
carrying tumblers and larger
glasses during preparation 4. Clamp
period. They may be carried
upside down on a tray with It is used to serve the customer directly with the right hand by taking
napkin on it to prevent dust between the service spoon and fork a portion of a dish that is served into the
getting into them customer’s plate. The clamp is only used when only one hand is free the left one
holding the platter. It usually use in russian service.
 Carrying Technicque
1. Tray 3. Plate

2. Glasses
4. Clamp
RESTAURANT
P R E PA R AT I O N

1 Preparation Condiments

2 Preparing Side Stand

3 Table Set-Up

4 Communication with
Kitchen Staff
1 Preparation Condiments

A condiment is a spice, sauce or other food preparation

that is added to foods to impart a particular flavor,enhance its
flavor or in some cultures, to complement the dish.
Condiments are usually applied by the diner. Condiments are
sometimes added prior to serving. Some condiments are used
during cooking to add flavor or texture to the food.

1. Tomato Ketchup 8. L&P Sauce

2. Chutney 9. Soy Sauce
3. Olive Oil 10.Salt
4. Vinegar 11.A1 Sauce
5. Mustard 12.Mint Jelly
6. Horseradish 13.Tabasco
7. Chili Sauce 14.Sambal
2 Preparing Side Stand

The sideboard/service table is a piece of furniture

composed of :
a. A large surface area to place tray (etc).
b. General shelves for storage of plates and glass ware.
c. Drawer for silverware.
The style and design of a sideboard/service table
varies from establishment to establishment. It is dependent
upon :
1. The style of service and the menu offered.
2. The number of waiter or waitress working from one
sideboard.
3. The amount of equipment it is expected to hold.
The sideboard is used to hold all the equipment
required by a waiter during the service of a meal.
2 Preparing Side Stand
The equipment to be prepared for the set up of the sideboard/service table :
1. Glasses must be perfectly clean.
2. Water pitcher must be full of ice water. Put enough ice cubes to keep the
water cold during service.
3. Menu, wine, and beverage list must be in perfect condition. They are
regurarly checked, the dirty and torn ones are eliminated.
4. Hot plates are cleaned every day.
5. Cutleries > the cutley drawer should hold from right proposed order in which
the catley is put in the drawers.
6. Cruet :
From right to the left
a. Pepper mill, L&P sauce, tomato ketchup, soya, tabasco, french mustard,
maggy sauce, etc.
b. Oil and vinegar cruet.
c. Tooth picks
d. Granulated sugar
7. Trays
8. Paper napkin
9. Ashtray
10. Chinaware
11. Clean linen
3 Table Set-Up

Table d’hote set-up for breakfast

Table d’hote set-up for lunch and dinner

3 Table Set-Up

1. B&B plate
2. B&B knife
3. Dinner Fork
4. Based plate
5. Dinner Knife
6. Water goblet
Ala carte table set-up
4 Communication with
Kitchen Staff

Prior to each meal service it is the

responsibility of the waiting staff to communicate
with the kitchen staff gain information on the
following :
1. Daily specials
2. Sold out items
3. Limited items
4. Chef suggestion
5. Menu explanation
6. New menu items
7. Special order
 Restaurant Operational
Definition of Sequence of Service:
SEQUENCE OF SERVICE is a written check list of service to ensure the consistency of
service offered and as a guide line to provide a proper way of service in order to exceed guest
satisfaction
What a mean service?
S : Smile to everyone (berikan senyuman kepada semua orang)
E : Excellent in everything we do (kerjakan semuanya semaksimal mungkin dan memuaskan)
R : Reaching out to every guest with hospitality (jangkau dan dekati tamu dengan penuh
ramah-tamah)
V : Viewing every guest as special (memandang dengan rasa yang sangat penuh perhatian)
I : Invitting guest to return (melakukan segala sesuatu terhadap tamu yang akan membuat
tamu tersebut datang kembali)
C : Creating a warm atmosphere (selalu menciptakan suasana yang akrab/hangat terhadap
tamu)
E : Eye contact that shows we care (mata sesekali harus kontak dengan pandangan tamu,
sehingga tamu dapat memanggil kita bila memerlukan sesuatu)
 Restaurant Operational
1.Welcoming guest
“Good morning/afternoon/evening. Welcome to Glory Restaurant. Do you have any
reservation?”
• If the guest answer YES : “may I know your name, please? (check on reservation list)
• If the guest answer NO : “may I know your name, please? How many of you?”
2. Escorting guest
“Could you follow me please Mr/Ms ….?” …… “Is this table alright Mr/Ms….?”
3. Seating guest
• Ladies 1st : Starting with the oldest woman and continue working clockwise.
• Men 2nd : Starting with the oldest man and continue working clockwise.
• Host 3rd : If known
• Children priority
4. Unfolding napkin
“ Excuse me, this is your napkin.”
5. Presenting menu
• Menus are presented from the guest’s right side use right hand while offering.
• Make sure, menus are open if they are folded.
6. Pouring ice water 9. Taking order
• Pour ice water slowly to avoid • Take the guest order from the right
splash back through the lip of side of the guest, starting from the
pitcher. ladies, moving clockwise. Children
• When pouring use a folded napkin are priority.
to catch drips. 10.Adjusting glasses
• Fill the water goblet up to 1 cm • Removed unused glasses from
from lip of the glass. table.
7. Serving bread 11.Serving beverages
• Serving bread from left side of the • Serve beverages from right side
guest, moving unclockwise. of the guest. Put the order on the
• Left over of breads and butter will right of water goblet.
be putted on the table. 12.Adjusting
8. Introduction • Adjusting according guest order
“Excuse me ladies and gentleman, and must be done before foods
my name is …. I will be your are served, using round tray and
waiter/ss this afternoon. If you have napkin as under liner.
any other needs, please inform us.”
13.Serving food (appetizer-dessert) considered un-sanitary and must be
• When foods are served,let the guest enjoy returned to dishwashing
the food by saying “Mr./Ms…. Please enjoy 15.Crumbing down
your meal. Use a crumber for crumbing down or folded
14.Clear up (appetizer-dessert) napkin and dessert plate.
• Remove items from the right using right 16.Presenting dessert menu
hand. After presenting dessert menu, waiter/ss will
• Pick items with a sense of logic. show sample of dessert on the tray to the
• Leftovers of food should be placed on one guest while explain them.
plate. 17.Taking order
• Silverware to be placed on one plate 18.Adjusting
• Stack plates in order of size larger to 19.Serving coffee/tea
smaller 20.Serving dessert
Clear up rules : 21.Presenting bill
• Never clear until all guest are finished with • If guest asking for bill, present it in bill
each course holder from guest right side
• Ask the guest for permission to remove • Payment could be done :
• Always remove from the right By cash/ Credit Card/ Charge to the room
• Anything removed from the table is
 Handling Guest Complain

L A S T

L A S T
LISTEN APOLOGIZE SOLVE THANKS
Listen to the Show empathy Offer solutions to Thank to the
guest carefully and apologize to solve the problem. guest and follow
and keep pay the guest Follow up with report through
attention to your supervisor
 Restaurant Closing
Closing Down Cleaning Side Stand Log Book

1. Remove table cloth from The sideboard must be The log book contains important
table cleared off reguraly and often. information recorded, pertaining to
2. Store clean linen • Pick up the tray carefully the events and actions of the
3. Dispose of used linen • Place the glasses in their operations. Examples :
4. Dismantle and clear away, appropriate baskets • Information of actions undertaken
unwanted tables and chairs • Throw away the leftovers in • Incidents that have taken place
5. Clear and clean trolleys and the garbage can. • Number of covers served
service table • Stack up dirty plates • Machinery or equipment break
6. Store menus and wine list according to size down and follow up
7. Secure equipment • Empty the ashtray into the • Customer complain
8. Store condiment garbage bin • Information affecting next shift,
9. Store flowers and table • Give the tray to be washed staff on sick leave,etc
decoration • Arrange empty bottles in • Changes to functions or
10. Switch off water heating/ air appropriate box placed in the reservations
conditioning dishwashing area • All information recorded in the log
11. Check for fire hazard • Make sure heaters in book must be inialed and must be
12. Lock windows and doors sideboard are cleaned and followed up by department
13. Hand over keys switched off after service head/supervisor
Room Service
Definition
Room service or “in-room-dining” is a hotel service
enabling guests to choose menu items for delivery to their hotel
room for consumption there, serve by staff. Room service is
available for 24 hours.

1. Room Service Order Taker

A person who is in charge as order taker must know
detail about the company and services; probably guest will ask
everything about the service, example restaurant operational
hours, menu from other outlets, entertaiment, spa, etc.

2. Room Service Steward

A person who delivers food/ beverage order to
the room is called room service steward
Room Service Order Taker
- Mise en place
Order taker must prepare :
• Stationary • Packages list available
• In-Room Dining menu • IRD order form
• Other outlet menus • IRD follow up sheet
• Doorknob menus • IRD call back sheet
• Bar menu • Daily Program
• Wine list
- Answering a phone
The telephone must be answered within 3 rings or 15
seconds.
• Greeting d. Repeat guest order
• Collect for detail • Delivery time
information • Thank the guest
a. Name
b. Room Number
c. Guest order
 Room Service Steward
• Prepare tray set-up (flower vas, salt & pepper shaker, ice water,
room service card).
• Arrange guest order on tray.
Deliver guest order to the room
• Knock on door aloud, with knuckles, three times and say “In-room
dining”.
• After guest opens the door steward will smile and look guest in the
eyes
• Steward will greet guest appropriately by time of the day
• Steward will ask if they may enter
• Steward will use the guest’s last name
• The IRD steward will ask where the guest would like the tray to be
placed
• IRD will explain the various condiments with the meal
• The IRD steward will inform the guest of tray collection procedures
• IRD steward will thank the guest and wish them pleasant day
 BANQUET

Banquet is a large meal or

feast, complete with main courses
and desserts. It usually serves a
purpose such as charitable gatering,
a ceremony or a celebration, and is
often preceded or followed by
speeches in honor of someone.
Thank you