1

SRM INSTITUTE OF HOTEL MANAGEMENT AND CATERING

TECHNOLOGY
PRACTICAL NOTES-II SEM -F&B

S.No Topic Hours

01 REVIEW OF SEMESTER-1 04
02 TABLE LAY-UP & SERVICE
Task-01: A La Carte Cover
Task-02: Table d’ Hote Cover
Task-03: English Breakfast Cover
Task-04: American Breakfast Cover
Task-05: Continental Breakfast Cover
Task-06: Indian Breakfast Cover
Task-07: Afternoon Tea Cover
Task-08: High Tea Cover
TRAY/TROLLEY SET-UP & SERVICE
Task-01: Room Service Tray Setup
Task-02: Room Service Trolley Setup 16
03 PREPARATIONS FOR SERVICE (RESTAURANT)
A. Organizing Mise-en-scene
B. Organizing Mise-en-Place
C. Opening, Operating & Closing duties
04 PROCEDURES FOR SERVICE OF A MEAL 08
Task-01: Taking Guest Reservations
Task-02: Receiving & Seating of Guests
Task-03: Order taking & Recording
Task-04: Order processing (passing orders to the
kitchen)
Task-05: Sequence of service
Task-06: Presentation & Encashing the Bill
Task-07: Presenting & collecting Guest comment
cards
Task-08: Seeing off the Guests
05 SOCIAL SKILLS 04
Task-01: Handling Guest Complaints
Task-02: Telephone manners
Task-03: Dining & Service etiquettes 04
06 SPECIAL FOOD SERVICE - (Cover,
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Accompaniments & Service)

Task-01: Classical Hors d’ oeuvre 12
• Oysters
• Caviar
• Smoked Salmon
• Pate de Foie Gras
• Snails
• Melon
• Grapefruit
• Asparagus
Task-02: Cheese
Task-03: Dessert (Fresh Fruit & Nuts)
Service of Tobacco
• Cigarettes & Cigars
07 Restaurant French: To be taught by a professional 12
French language teacher.
• Restaurant Vocabulary (English & French)
• French Classical Menu Planning
• French for Receiving, Greeting & Seating Guests
• French related to taking order & description of
dishes
TOTAL 60

SRM INSTITUTE OF HOTEL MANAGEMENT AND CATERING

TECHNOLOGY
Affiliated to National Council for Hotel Management and Catering
Technology, Noida-201301
MARKING SCHEME FOR PRACTICAL EXAMINATION (SEM-II)
BHM152

MAXIMUM MARKS:100 PASS MARKS: 50

DURATION: 03.00HRS
All Technical Skills to be tested as listed in the syllabus

MARKS
1. Uniform / Grooming : 10
2. Misc-en-place : 20
3. Service efficiency : 20
4. Silver Service skills : 20
5. Menu Knowledge : 20
6. Journal : 10
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TOTAL : 100

NOTE:

1. The examination should test skills and knowledge of the students by

assigning sets of tasks as listed in the practical syllabus under each
category.

2. Each should be responsible for laying of 4 covers. The student must

also ensure that sideboard contains everything necessary for service.

3. During table service each guest should pose one question to the
candidate on the item being served. The invigilators can brief guests
prior to service.

UNIT-1

TABLE LAY-UP & SERVICE

Task-01: A La Carte Cover

Introduction:
Cover is a technical term used in the catering industry that has two
definitions.
1. Cover means Number of persons / Guests. For example a restaurant
has a maximum seating of 75 Covers (guests) & This table will seat 6
Covers (guests)
2. The amount space & equipments required for setting a table for a
person’s meal is also known as ‘COVER’ being laid. Here the Cover
denotes Cutlery, Crockery, Glassware and Linen necessary to lay a
type of setting for a meal.
Standard Size of a cover. 24 inch. X 15 inch. Or 18 inch. ie. The
length of the cover is 24 inches. The width of the cover is either 15 or 18
inch. Based on the table size.
A LA CARTE COVER LAYING
This is a Table setting laid in a good class Dining room like a 24 Hours
operated Coffee Shop in star category Hotels. It is simple & quick to set
up.

Draw the cover and mention the equipments required

Equipments:
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1. Table Mat (Paper) incase of Coffee Shop (Tray mat may also be
printed with a Breakfast menu to be used only during Breakfast
service as found in many Coffee Shops)
2. ABC ie. Ash tray Bud vase & Cruet (Salt Pourer & Pepper Sprinkler)
3. Sugar Bowl (Basin) with Sugar Tong in case of Coffee shop
4. AP Knife & AP Fork ( AP= All Purpose)
5. B & B Knife
6. B &B Plate
7. Serviette or Paper napkin
8. Water Goblet
Demonstration- step by step cover laying

1. Check if the tables and chairs are serviceable, properly positioned and
do not wobble.
2. Place ABC (Ash tray, Bud vase & Cruet ie. Salt & Pepper-
In case of Non-Smokers section only Bud vase & Cruet are placed)
3. Place Sugar Bowl ( filled with Sugar cubes with Tong (or) Sugar
Sachet + Sweet-n-Low sugar)
4. Place Table mat (Break fast menu printed place mats placed during
Breakfast hours)
5. Place B & B plate with B & B knife on the left hand side of the cover.
(If with monogram, it should face the guest)
6. Place AP knife on the right hand side of the cover.
7. Place AP fork on the left hand side of the cover. (The distance
between knife & fork to be 10 inches. To measure a Dinner plate may
come in handy)
8. Place all cutlery & B & B plate half inch away from the edge of the
table.
9. Place Water goblet on the tip of AP knife up side down till guest is
seated.
(If with monogram, it should face the guest)
10.Place the neatly folded Serviette in the centre of the cover ie. Between
knife and fork. It can also be placed on top of the B & B plate.
11.The other cover must be directly opposite to each other.
12.Cutlery, Crockery & Linen should be laid from a Salver or service
plate.

Note:
Preserves (Jam, Marmalade & Honey come in disposable single
portion containers and placed at the time of service.
Sugar Dredger (Castor sugar) to be provided if fresh fruit is served.
Butter Dish is never placed on table as part of table laying
beforehand but placed only at the time of service.
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If Non-Smoking areas, no Ashtray is placed for the cover

Task-02: Table d’ Hote Cover

Draw the cover and mention the equipments required

Equipments:
1. Table cloth on Baize cloth.
2. Slip Cloth or Runner cloth placed diagonally (Optional)
3. ABC i.e. Ash tray Bud vase & Cruet (Salt Pourer & Pepper
Sprinkler)
4. Soup spoon
5. Fish knife & Fish fork
6. Dinner knife & Dinner fork (Large or Joint)
7. Dessert spoon & Dessert fork
8. B & B knife
9. B &B Plate
10.Water goblet
11.Wine glasses
12.Serviette
13.Candle stand with a fresh candle (in case of Only Dinner serving
restaurant)
14.Show Plate ( A 12-Inch.Attractive Designer plate placed till guest is
seated in some specialty restaurants)
Demonstration- step by step cover laying

1. Check if the tables and chairs are serviceable, properly positioned

and do not wobble.
2. Table to be laid, should be covered securely with Baize cloth.
3. Put table cloth with centre folding forming a line in the middle of the
table.
4. Make sure the Fall of the table cloth on all 4 sides is from 9 to 12
inches
5. Put Slip cloth ( Checked or Plain) diagonally if used by the
restaurant (optional)
6. Place ABC (Ash tray, Bud vase & Cruet ie. Salt & Pepper-
In case of Non-Smokers section only Bud vase & Cruet are placed)
7. Place Candle stand with a fresh unlit candle on the table if required.
8. Place B & B plate with B & B knife on the left hand side of the cover.
(If with monogram it should face the guest)
9. Place Soup spoon on the right hand side of the cover.
10.Place Dinner knife on the Right hand side of the cover
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11.Place Dinner fork on the left hand side of the cover. (The distance
between knife & fork to be 10 inches. To measure a Dinner plate may
come in handy)
12.Place Fish knife on the Right hand side of the cover
13.Place Fish fork on the left hand side of the cover.
14.Place Dessert spoon on top of the cover with the bowl pointing
towards left side
15.Place Dessert fork below the spoon with the prongs pointing towards
right side
16.Place all cutlery & B & B plate half inch away from the edge of the
table.
17.Place Wine glasses on the tip of AP knife up side down till guest is
seated.
(If with monogram it should the guest)
18.Place a Show-plate between Dinner knife & Dinner fork if used by
the restaurant.
19.Place the neatly folded Serviette in the centre of the cover ie on the
Show-Plate or between knife and fork. It can also be placed on top of
the B & B plate too.
20.The other cover must be directly opposite to each other.
21.Cutlery, Crockery & Linen should be laid from a Salver or service
plate.

Task-03: English breakfast Cover

Draw the cover and mention the equipments required

Equipments:

1. Table Mat (Paper) incase of Coffee Shop (Tray mat may also be
printed with a Breakfast menu as found in many Coffee Shops)
2. ABC i.e. Ash tray Bud vase & Cruet (Salt pourer & Pepper
Sprinkler)
3. B & B knife
4. B &B Plate
5. Fish knife & Fish fork
6. Dinner knife & Dinner fork(Large or Joint)
7. Dessert spoon & Dessert fork
8. Sugar Bowl (Basin) with Sugar Tong
9. Breakfast Cup / Tea / Coffee cup & Saucer
10.Tea spoon
11.Sugar Dredger if fresh fruit is served.
12.Serviette or Paper napkin
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13.Table numbers if used by the restaurant.

Note:
Preserves (Jam, Marmalade & Honey come in disposable single
portion containers and placed at the time of service.
Sugar Dredger (Castor sugar) to be provided if fresh fruit is served.
Butter Dish is never placed on table as part of table laying
beforehand but placed only at the time of service.
Sugar bowl is filled with either Sugar cubes or Sugar sachets and low
calorie sugar as well.
If Non-Smoking areas, no Ashtray is placed for the cover
Some Western countries water glass may or may not be placed as per
the Hotel’s policy followed by them.
Toast or hot Breakfast rolls are generally brought & served in a
Basket.

Task-04: American Breakfast Cover

Draw the cover and mention the equipments required

Equipments:
Table Mat (Paper) incase of Coffee Shop (Tray mat may also be printed
with a Breakfast menu as found in many Coffee Shops)
1. ABC ie. Ash tray Bud vase & Cruet (Salt pourer & Pepper
Sprinkler)
2. Water goblet
3. B & B knife
4. B &B Plate
5. Dinner knife & Dinner fork (Large or Joint)
6. Dessert spoon & Dessert fork
7. Sugar Bowl (Basin) with Sugar Tong
8. Serviette or Paper napkin
9. Breakfast Cup / Tea / Coffee cup & Saucer
10. Tea spoon
11. Sugar Dredger if fresh fruit is served.
Note:
Preserves (Jam, Marmalade & Honey) come in disposable single
portion containers and placed at the time of service.
Sugar Dredger (Castor sugar) to be provided if fresh fruit is served.
Butter Dish is never placed on table as part of table laying
beforehand but placed only at the time of service.
Sugar bowl is filled with either Sugar cubes or Sugar sachets and low
calorie sugar as well.
If Non-Smoking areas, no Ashtray is placed for the cover
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Some Western countries water glass may or may not be placed as per
the Hotel’s policy followed by them.
Toast or hot Breakfast rolls are generally brought & served in a
Basket.

Task-05: Continental Breakfast Cover

Draw the cover and mention the equipments required

Equipments:
1. Table Mat (Paper) incase of Coffee Shop (Tray mat may also be
printed with a Breakfast menu as found in many Coffee Shops)
2. ABC i.e. Ash tray Bud vase & Cruet (Salt pourer & Pepper
Sprinkler)
3. Water goblet
4. B & B knife
5. B &B Plate
6. Sugar Bowl (Basin) with Sugar Tong
7. Serviette or Paper napkin
8. Breakfast Cup / Tea / Coffee cup & Saucer
9. Tea spoon
10.Table numbers if used by the restaurant.
Note:
Preserves (Jam, Marmalade & Honey) come in disposable single
portion containers and placed at the time of service.
Sugar Dredger (Castor sugar) to be provided if fresh fruit is served.
Butter Dish is never placed on table as part of table laying
beforehand but placed only at the time of service.
Sugar bowl is filled with either Sugar cubes or Sugar sachets and
Low Calorie sugar as well.
If Non-Smoking areas, no Ashtray is placed for the cover
Some Western countries water glass may or may not be placed as per
the policy followed by them.
Toast or hot Breakfast rolls are generally brought & served in a
Basket.

Task-06: Indian Breakfast Cover

Draw the cover and mention the equipments required

Equipments:
1. Table Mat (Paper) incase of Coffee Shop(Tray mat may also be
printed with a Breakfast menu as found in many Coffee Shops)
2. ABC ie. Ash tray Bud vase & Cruet (Salt pourer & Pepper
Sprinkler)
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3. B & B plate
4. Dinner knife & Dinner fork (Large or Joint)
5. Dessert spoon
6. Water goblet
7. Sugar Bowl (Basin) with Sugar Tong
8. Breakfast Cup / Tea / Coffee cup & Saucer
9. Tea spoon
10.Table numbers if used by the restaurant.
11.Serviette or Paper napkin
12.Table numbers if used by the restaurant.
Note:
Finger bowl to be provided at the end of Indian breakfast service if
requested by the guests.
Sugar bowl is filled with either Sugar cubes or Sugar sachets and
Low Calorie sugar as well.
Hot Tawa parathas / Stuffed parathas / Chapattis / Pooris are
generally brought and served in a Basket. Assorted pickle pot (For
parathas)
If Non-Smoking areas, no Ashtray is placed for the cover.

Task-07: Afternoon Tea Cover

Draw the cover and mention the equipments required
Equipments:

1. Table Mat (Paper) incase of Coffee Shop

2. ABC i.e. Ash tray Bud vase & Cruet (Salt Pourer & Pepper
Sprinkler)
3. Water goblet
4. B & B knife
5. B &B Plate
6. Pastry Fork or Dessert fork
7. Sugar Bowl (Basin) with Sugar Tong
8. Tea / Coffee cup & Saucer
9. Tea spoon
10.Serviette or Paper napkin
11.Table numbers if used by the restaurant.

Task-08: High Tea Cover

Draw the cover and mention the equipments required

Equipments:
1. Table Mat (Paper) incase of Coffee Shop
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2. ABC i.e. Ash tray Bud vase & Cruet (Salt pourer & Pepper
Sprinkler)
3. Water goblet
4. B & B knife
5. B &B Plate
6. Dinner knife & Dinner fork (Large or Joint)
7. Tea / Coffee cup & Saucer
8. Tea spoon
9. Serviette or Paper napkin
10.Table numbers if used by the restaurant.

Note:
Sugar bowl is filled with either Sugar cubes or Sugar sachets and low
calorie sugar as well.
Proprietary sauces- Tomato ketchup, Worcestershire, HP sauce, 8 to
8 sauce, Green chilly sauce, Red chilly sauce etc. to be provided.
Home made Chutneys- Coconut Chutney, Mint Chutney, Tomato
Chutney, Tamarind Chutney, Hot pickle and Hot & Sweet pickle (Mango)
Finger bowl to be provided at the end of High Tea service if
requested by the guests.

TRAY/TROLLEY SET-UP & SERVICE

Task-01: Room Service Tray Setup

A room service outlet provides Food & Beverage to In-House guests. Its
services are open round the clock (24 hours). Trolleys and Trays of
different sizes are used to carry Food & Beverages to in-house guests.
Service staff should know how to balance & carry a tray with Food &
Beverages placed on them. There should be adequate number trolleys and
Trays to provide quality service to the Room guests.
Every item available in the Room service menu requires a Tray or
Trolley to be arranged with service equipments like Cutlery, Crockery,
Glassware, Linen etc. Service personnel must learn to arrange Trays &
Trolley to give a flawless service to their guests.
All Alcoholic & Non-alcoholic beverages are arranged in a Beverage
Round (Salver) and delivered to guest rooms. But all other dishes are
arranged in any one of the following trays 1) Continental tray 2) English
tray 3) American tray. If food is to be served to more than 2 persons a
Trolley will be ideal equipment.

ROOM SERVICE TRAYS:

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i. CONTINENTAL or SMALL TRAY 12 inches X 16 inches

RECTANGULAR
ii. ENGLISH or MEDIUM TRAY 16 inches X 20 inches
RECTANGULAR
iii. AMERICAN or LARGE TRAY 16 inches X 24 inches
RECTANGULAR
These trays have to be stalked into a matching Tray Rack in Room service
department.

ROOM SERVICE TROLLEY (Collapsible type) 3 Feet Diameter Round.

In normal position two covers can be laid. If extended this trolley can
accommodate Four covers.

Trays or Trolleys should be laid with Bud vase, Cruet set and other
Proprietary sauces according to the menu ordered by the guest with a Bon-
Appetite card from the Hotel. Sufficient cutlery & napkins to be provided
for serving food in the Room.
Non-alcoholic beverage service especially the service of Coffee and
Tea requires special attention. In coffee shop the service of Tea/ Coffee is
made simple to give a quick service to guests who expect such a service.
To set up a tray the following are required in Room Service.

1. Beverage round with Tray cloth or Tray mat

2. Cup & Saucer with saucer doily
3. Tea spoon / Coffee spoon
4. Paper napkin
5. Hot Tea / Hot Coffee in respective pot (Thermos flask may also be used
to retain the temperature)
6. Extra hot water in a flask
7. Extra tea bags / coffee powder sachets
8. Sugar bowl filled with cube sugar or Sachets with Sweet-n-Low sugar.
Draw a diagram
Task-02: Room Service Trolley Setup
1. Table Cloth placed on Trolley. (Collapsible type) 3 Feet Diameter
Round.
2. Bud vase & Cruet (Salt pourer & Pepper Sprinkler)
3. Bon Appetite Card
4. Cutlery especially Service Spoons & Service Forks, Crockery,
Glassware and Napkins placed as per number of covers ordered.
5. Hot case lit up with solid fuel to keep Food hot.

Note: Always ensure that the Trolley wheels are well-oiled and in good
working condition.
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Type-I
ROOM SERVICE STEWARD’S (or) WAITER’S SERVICE CARD

Steward Abhisek / Daisy Date 1-2-2018

Shift Morning/ Evening Captain Mr.Suresh

Night
Room Up Down Cleared Remarks
No. Time Time Time

Type-II
ROOM SERVICE
ASSOCIATE ERRAND CARD

NAME:____________________________
SHIFT:___________

ROO ORDER TIM TIM REMARKS CLEARENC

M E E E
NO. IN OUT TIME

Associate / Waiter Signature Lead Signature

1. Clear all Beverages orders within 20 minutes

2. Clear all meal orders within 30 minutes.
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3. Give your card to Lead / Captain / Supervisor after every half an hour
for entry.
4. Check your Tray / Trolley while clearing equipments like Silver , Cruet
sets, Napkins,.etc.
5. At the end of your shift return this card to the Lead / Captain /
Supervisor after the completion of all errands.

UNIT-2

PREPARATIONS FOR SERVICE (RESTAURANT)

A. ORGANISING MISE-EN-SCENE
Mise-en-scene refers to preparing the environment of the area in order to
make it pleasant, comfortable, safe and hygienic. For the waiter, the
restaurant is the service area. Before each service, the restaurant should
be made presentable enough for the guests to accept it. The
supervisors and his brigade should ensure the following mise-en-scene.
1. The carpets are well vacuumed.
2. All the tables and chairs are serviceable.
3. Table lights, wall lights and chandeliers have functioning bulbs.
4. Menu cards are presentable and attractive.
5. Tent cards and others sales materials are presentable.
6. Doors and windows are thrown open in the restaurant. This should be
followed
by closing doors and windows and setting the air conditioner or heating to
a warm
temperature
7. Exchange Soiled (dirty) linen for fresh linen.
8. Table cloths and napkins are laid on the table.
9. Fresh flowers are set in Bud vase.
10. Check for the odour again and use room-freshener if necessary.
11. Check if appropriate music being played on or not.
12. Appropriate amount of light should be used in the restaurant,
according to the theme of the restaurant. NOTE: Indirect lighting is
always pleasant to eyes.
13. The entrance to the Restaurant is of vital importance. If made-up of
glass it should be wiped and cleaned. If made-up of metal it should be
polished thoroughly especially Door knobs & Door handles.

B.ORGANISING MISE-EN-PLACE
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This is a French term which means to put in place. The term is attributed to
the preparation of a work place for an ultimate smooth service, and to
ensure that the restaurant is ready for the service. A waiter makes sure
that the station has been efficiently prepared for the service.
A station comprises of a given number of tables served by a given
number of waiters. A Station is a group of tables around 4 to 6 having
around 16 to 20 covers capacity . Thus restaurant may have several
stations with team of waiters. Each station may be headed by a captain
(or) chef de rang.

The side board or Dummy waiter (Dumb waiter) is a piece of furniture of

different specifications with shelves and cupboards spacious enough to
hold all the crockery, cutlery, glassware, linen and other ancillary
objects inside a restaurant.
For the service to a given number of covers to be smooth and perfect,
depends on how thoroughly the side board has been prepared. This
is where the role of mise-en-place comes into being (i.e.) how you are
keeping different equipments in place in sideboards. Before the
Restaurant opens the side board must be well-equipped.

1. Cold water & plain water in jugs with napkins and under plates to
cover.
2. All important proprietary sauces such as Worcestershire sauce, Green
chilly sauce, Red chilly sauce, Tabasco sauce, Tomato ketchup, 8 to 8
sauce etc.
NOTE: The waiter should ensure the bottles necks are cleaned.
3. Tooth picks in took pick holders, straws in straw holder.
4. Sugar cubes for both brown & white sugar in sugar bowl with sugar
tongs.
5. Sugar dredger. (During breakfast service)
6. Hot plates, and order taking pads.
7. Pickles and chutneys, bread baskets, bread rolls with assorted sticks.
8. Ash trays cleaned & polished.
9. Service spoons & service forks.
10. Adequate no. of silvers which is used on the table.
11. All the silver whether kept in correct place in side board or not.
12. In a Restaurant usually 2 1/2 to 3 times of equipment is used.
13. Salvers or Beverage rounds.
14. Under liners.
15. Dinner plates, Dessert plates, B & B plates, crumbing plates.
16. Trays covered with tray mats.
17. Spare Restaurant linen of all types like Serviettes, table cloths,
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Slip cloths, waiter’s cloth, glass cloth, dusters etc.

18. Paper Napkins & Doilies of different sizes.
19. Butter dishes, finger bowls with luke warm water in flasks.
20. Water goblets.
21. Pots and preserves.
22. Some serviettes are kept folded already and kept ready for service.
23. Check whether all the silver is polished or not.
24. Cruet set cleaned and filled in with fresh salt and pepper, check
whether salt
and pepper is free flowing or not.
25. Fresh mustard filled in appropriate pots.
26. Enough number of menu cards.
27. Pickles, Chutney should be checked whether it is fresh or not.

BRIEFING:-
It is a meeting of the Restaurant staff prior to the opening of the
restaurant, while De-briefing is done when the restaurant closes. In this
meeting the Maitre'd Hotel or Senior captain gives his information and
instructions and checks whether the waiters are presentable to the
guest. Suggestions and problems of the Staff are also considered
within the briefing. Availability and non-availability of the Food,
Beverage and Tobacco are also discussed.
The waiter should be present in the briefing appropriately
groomed with his waiter’s kit. The waiters should know 1) Soupe du
jour-Soup of the day, 2) Plat du jour -Dish of the day.
This is an opportunity to give the staff some training inputs.
The Black board in the kitchen displays a lot of important information;
hence staff must go through it to become well-informed about the day’s
activities.
For counter checking, before attending briefing the service staff must
enquire with the Chef and the Bar-man to find out non-available items for
the day.

SAMPLE BLACK BOARD

HOTEL SRM
Day: Date:

Occupancy: House count:

In-house V.I.P.s:

Soupe du jour: Plat du jour:

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Promote Today:

NOT- AVAILABLE
FOOD BEVERAGE TOBACCO
1. 1. 1.
2. 2. 2.
3. 3. 3.
4. 4. 4.
5. 5. 5.

C. Opening, Operating & Closing duties

UNIT-3

PROCEDURES FOR SERVICE OF A MEAL

Task-01: Taking Guest Reservations

FORMAT- RESTAURANT RESERVATION REGISTER

RESTAURANR RESERVATION REGISTER

DAY:
DATE:
Time Name of Guest Telephone No.of Smoking/ Specia
Expecte No. person Non- l
d s Smoking Reque
st

Task-02: Receiving & Seating of Guests

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Introduction:
On the guests’ arrival the following procedures should take place.
1) Greet the guests warmly, by wishing them the time of the day. Must
be handled by the Restaurant hostess.
2) Check to see if they have a Reservation. If not, see if a table is
available.
3) Ascertain the number of guests coming to have a meal in the
Restaurant.
4) Accordingly escort the guests to the right table and seat them
promptly by pulling the chairs out so as to sit comfortably.
5) Ensure that children have high-chairs and do pay special attention
to the elderly.
6) Ask the guest if they are comfortable with the location of the table
given to them.
7) Ask them if they would like to have additional cushion for back-
support while seated.
8) Serve water. or present the Beverage menu as the case may be.
9) Recognition of the Host is most important. Hence try and identify
the Host.
10) Remove Extra cover & Extra cutlery from the table.

While receiving the guests, greet them with a genuine smile and wish
them according to the time of the day; for example, “Good morning, Sir. /
Good evening madam. If long staying guests / very well known guests, they
may be addressed by his/ her name “Good morning Mr. John /” Good
evening Mrs. Elizabeth” and so on.
Find out the number of persons and accordingly seat them .For
example 2 guests must be seated in a 2-cover table / 4 guests in a 4-cover
table.
Pull out the chair so as to make it easy for the guests to occupy their
chairs, especially for ladies and elderly people. If there are children, special
high chairs should be provided. For a small child, provide Baby–chairs.
When the guest enters the restaurant he or she should be received
and shown to a suitable table usually by head waiter or hostess. Seating
of guest depends on number of vacancies and time of entering. Some guests
prefer a quite corner, other may like it near band & dancing floor,
some prefer near windows etc. So the guest preference should be taken
into consideration before seating them. When the guest feels that the table
position is comfortable, they should be helped to seat by pulling back the
chair.

Task-03: Order taking & Recording

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TAKING THE ORDER:

After presenting the menu to the Host /Guests, one should stand
away for a couple of minutes, to let the guest decide what he/she wants.
Then the waiter should return graciously and courteously to ask ‘Excuse
me, sir/madam, May I take your order, please? OR Are you ready to order,
sir/madam? He should be ready with a pad and pen to write down the
orders.

An efficient waiter must know the menu well. He must check up

from kitchen what is available and not. He should know the preparation
time for a particular dish. He must help the guest in choosing the menu.
The more you know about your job, you will be appreciated and rewarded
by the guests and management.
Taking the order should not be done mechanically. The menu card
should be presented to the guest to go through. The waiter can also assist
the guest by unfolding their serviettes. The hostess can also assist the
guest by asking for coffee or other beverages before their food. If the guest
is late in arrival, don't hurry him.
While taking order stand erectly, don't put your hand at back of
the chair, listen to each order carefully and write down clearly which
must be understood by kitchen staff.

How to raise a K.O.T.

K.O.T. stands for Kitchen Order Ticket or Token. It is the Official

document used to obtain Food & Beverages from Kitchen & Bar
respectively by Service staff.. It is normally prepared by the Supervisor
and handed over the waiting staff. If situation warrants, waiters who are
well experienced can also raise K.O.T. for the smooth running of the outlet.

Never overwrite on KOT and as the KOT has three copies. Make
sure all copies have impressions. If you have many covers in your station,
you will need a system of taking order or placing the order. Allot a
number to each table and make sure that you will enter the number of the
table on KOT correctly. When you are taking order of an individual
table you should have system of numbering the guests also. This will
also solve the problem of asking the guest, what they have ordered for. All
information regarding the order should be written in order pad.

Raising mock K.O.T. (Duplicate / Triplicate and K.O.T. cum Bill methods) to
be demonstrated.
 19

Type-I

HOTEL SRM
SPICE OF INDIA RESTAURANT
K.O.T.

ROOM No. WAITER’ NO.OF DATE &

S COVER TIME
TABLE No. NAME S

QUANTIT ITEM
Y

CAPTAIN’S SIGN.

Type-II
HOTEL SRM
KATTANKULATHUR

FOOD & BEVERAGE

K.O.T.

OUTLET No.of Pax

Date Order taker Table No. Time
Qty. Item Description
 20

Never overwrite on KOT and as the KOT has three copies make sure
all copies have impressions. If you have many covers in your station, you
will need a system of taking order or placing the order. Allot a number
to each table and make sure that you will enter the number of the table on
KOT correctly. When you are taking order of an individual table you
should have system of numbering the guests also. This will also solve the
problem of asking the guest, what they have ordered for. All information
regarding the order should be written in order pad.
Always repeat the final order to avoid any error.

Task-04: Order processing (passing orders to the kitchen)

Every restaurant has its own system of placing the order in the
kitchen.
E.g.: Order for fruit Juices, butter, bread and other beverages and they
should be placed in pantry.
The main order is given to BARKER or ABOYEUR.Also known as
the COUNTER CHEF as well. He reads out the order, after a reasonable
amount of time follows up the order to make sure that it is getting ready in
time.
Some orders like sandwiches, snacks, coffee etc are easy to assemble
and collect. Lunch, dinner and breakfast which has many courses and
accompaniments are difficult to assemble. With help of an American
(large) tray or room service trolley, you can collect all the food according to
courses at one time and save many trips to kitchen
Task-05: Sequence of service
AS SOON AS THE GUEST ARRIVES:-
i) When the guest arrives wish him according to the day or time and
guide him to the table and pull the chair and ask him to sit comfortably.
ii) Every person must be served with water on their arrival.
iii) After the menu card is given to the guest give him enough time for the
guest to read through the menu card.
iv) Never make misleading statement regarding the quality of food or the
length of the time to prepare the food.
v) When taking the order do not rest your hands at the back of the chair
or lean against the side board.
 21

vi) Avoid close contact with guest.

vii) When you are about to serve the guest at the time if the guest is
reading or talking ask for his permission by saying "Excuse me
sir/madam".
3) DURING THE SERVICE:-
(i) Hot food must be served on hot plates and cold foods must be served on
the cold plates.
(ii) Clean the bottom of all the plates and dishes before carrying them to
the table.
(iii) Never serve the coffee or tea or any other beverages without an under
liner. Make sure the under liner is clean and dry.
(iv) Never put a spoon into the guest's coffee cup or soup cup or any other
dishes. The guests must be allowed to do it himself.
(v) If the table is laid for more cover then those sitting on the table,
immediately remove the extra covers.
(vi) If the table is filled with crumbs it should be crumbed at a convenient
time. You can use the knife or duster or folder like a pad.
(vii) Never offer serviette.
(viii) During the service if any cutlery falls down take it to the side board
and replace it. Never use the same cutlery.
(ix) Always serve the food from the left hand side and the dirty plates can
be cleared from the right side. Beverages must be served from the right
and cleared from right. If there is any difficulty it is served according to
the guest convenience.
(x) Ladies to be served before men. Elder people to be served before the
younger people. Children should be served at first the guest to be served
before host.
4. AFTER THE SERVICE:-
i) After serving a guest stand at a reasonable distance away from the
table.
ii) Keep the check (bill) ready at the side board and present it to the guest
in a folder when he asked for it.
iii) While presenting the check (bill) give it with a smile by saying
"hope you enjoyed the meal sir / madam.
iv) At the end of the meal water glasses or the coffee cup should not be
removed till the guest leaves the restaurant
Task-6 Presentation & Encashing the Bill
Presenting & Settling of Guests bills require accuracy, speed and
good judgment on the part of the waiting staff. A Bill is also called a Check
and it provides an accurate account on number of items sold, price of each
item and the total value of the Food & Beverage served at a table.
When a guest requires the Bill / Check, the waiter informs the
Cashier to close the concerned table’s check. The cashier checks all Food &
 22

Beverage items ordered by the guest are entered and then prepares the
check. The waiter too checks it once again to make sure that every thing is
in order.
The waiter then places the bill in a Check-folder and presents it to
the Host of the table for payment. The waiter must be able to identify the
Host which is learnt by experience only.
ENCASHING / SETTLING OF BILLS:
All payments are done by any one of the two methods namely Cash
Payment and Credit Payment.
Cash payment:
When the guest pays cash, the same is taken along the Check to the
cashier for clearing. The cashier counts the cash and returns the change if
any and stamps the check “PAID”. The change amount with the guest’s
PAID copy of the bill is again placed in a Check-folder and is presented to
the guest.
All foreigners (Non-Indians) are expected to pay their bills in Indian
Rupees after converting at the Authorised Money Exchange counters at the
Hotels, Airports and important locations etc.
Some countries may accept any foreign currency directly from the
guest as per the country law.
Credit payment:
Credit payment is accepted by different methods.

1. Credit Card Payment:

When the bill is presented, the guest may prefer to pay by Credit card.
In such cases the waiter carries the Card to the cashier, who verifies the
following.
1. Whether the credit card is accepted by the establishment/hotel
2. Whether the Photograph affixed on the card is of the same person
producing the card.
3. Whether the date on the card has expired. Every Credit card has a
Date of Expiry mentioned by the card issuing authority.
4. Whether the signature on the check signed by the guest and the
signature on the card tally.
5. Whether the credit card has been Black-listed, by consulting Black
listed card bulletin published by the Credit card Company.
Once the above are checked & verified, the cashier then swipes the card
and makes out Two vouchers for the bill amount. The voucher (Cashier
copy) has to be signed by the guest and the same returned to the cashier.
Then the guest is provided with a (Guest copy) of the voucher for his future
reference.

2. Debit Card cum ATM

 23

This is also a form of credit. Here the guest permits the hotel to recover
cash from his Bank account having sufficient cash balance. The payment is
comparatively faster as the bank will release the bill amount immediately.
The guest has to give his secret PIN number to avail the service. Guest has
to sign the voucher for the bill amount.
3. House guest Credit payment:
Guests who are residing in the Hotel room may prefer to sign the bills
instead of paying cash. He or She must produce Room Key Card issued by
the Front Office at the time of Checking-in. The guest must clearly write
his / her full name in bold letters and put signature with Room number.
The waiter must make sure that the transaction is notified to Front office
cashier at once, with out delay for properly charging to the guest’s room
account.
4. Corporate Executives:
Some hotels allow Company Top executives use the services and sign the
bills on behalf of the company they are from. This is done by signing an
agreement between the hotel and the company in advance. The outstanding
bills are sent to the concern company on a monthly basis by the hotel
management for collection.
5. Airline Crew & Passengers;
Airlines may sign contracts with hotels with terms and conditions so
that their crew members can stay at competitive rates for longer durations.
In such cases crew members are allowed to stay and avail hotel services
and sign the bills. They are provided with meal coupons. Some times
Delayed flight passengers are given short stay at hotel and meals on a
contracted price which will be borne by the Airlines management. Crew &
Passengers is allowed to sign the bills.
6. Credit cum Debit Card:

TYPES OF CREDIT CARDS

1. SILVER CARD
2. GOLD CARD
3. PLATINUM CARD

WELL-KNOWN INTERNATIONAL CREDIT CARDS

1. DINER’S CLUB
2. AMERICAN EXPRESS
3. MASTER CARD
4. VISA credit card
5. CITIBANK credit card

INDIAN CREDIT CARDS (GLOBALLY ACCEPTED)

 24

1. SBI CREDIT CARD

2. CANCARD (CANARA BANK)
3. BOBCARD (BANK OF BARODA)
4. ICICI CREDIT CARDS (Industrial Credit Investment Corporation of
India)
5. I B CREDIT CARD (INDIAN BANK)
Most of the Banks in India ie.both Nationalised and Private Banks
have provided ATM cum Debit cards to their Customers for withdrawing
cash, Shopping purposes etc.which are accepted by Hotels & Restaurants
for settling bills.
B. Making Bill- manual, Computerised.
D. Record keeping (Restaurant Cashier)

SALES SUMMARY

NAME OF THE OUTLET:____________

Day:___________ Date:__________
Shift___________

Sl. Table No./ Check / Bill Amount Amount Remarks

No Room No. No. Cash Credit
.

Task-7 Presenting & collecting Guest comment cards

FORMAT: GUEST COMMENT CARD

THE COFFEE Sl.No. 001

SERVICE Best Better Good Poor

 25

FOOD Best Better Good

Poor

Additional Comments

Date: Time:
……………………………………………………………………………………
……………..
NAME :
ADDRESS:

PHONE Office _______________________________

Home_________________________________
Mobile _______________________________________ Fax
________________________________

E-mail _______________________________________

Birthday______________________________________

Spouse’s Birthday_______________________________

Wedding Anniversary____________________________

Task-8 Seeing off the Guests

 26

When the bill is settled don't wait near the table. Keep the check (bill)
ready at the side board and present it to the guest in a folder when he
asked for it.
iii) While presenting the check (bill) give it with a smile by saying
"hope you enjoyed the meal sir / madam.
iv) At the end of the meal water glasses or the coffee cup should not be
removed till the guest leaves the restaurant.
When guest gets up to leave the restaurant you should be there to guide
the guest to the entrance and wish him "Good day”, "Good night" or
“Thank you ,Sir/madam".

UNIT-4

SOCIAL SKILLS

Task-01: Handling Guest Complaints

Complaint means to ‘express resentment or displeasure’ or ‘to make

a formal protest’. Guests complain for many reasons and these include
 The quality of the product ( Food, Beverage & Tobacco)
 The quality of Service rendered (Sub standard or unacceptable)
 Wrong product or Delayed service
 Indifferent treatment meted out to guests
 Being ignored or uncared for.

The hotel staff must have pleasant manner showing courtesy and an
even temper and good humour. He / she should never show displeasure
even though at times things may be difficult. One should never disagree
with guests and if one can not deal with the situation, the matter should be
referred to the senior member of the team. With long years of experience
the senior will be able to calm the guest and set things right.
Remember that loss of time in dealing with complaints only makes
the situation worse. You must also remember that every complaint can be a
valuable source of information to improve our services.
Every Hotel and Food & Beverage outlets maintain a book called
Guest Complaint Book for registering complaints. It is also known as
1. Visitor’s Log Book
2. Guest Suggestion Book
3. Guest Comment Book
4. Guest’s Feedback Book.
It can either be in the form of a Book with sufficient pages have
Entries made by Guests for a year or two. It also printed in the form
 27

of Single sheets as Guest Comment Cards with serial numbers

printed in it.
It is usually kept under the safe Custody of Senior captain of the
outlet.

Steps in Handling Complaints

Always use a structured approach to achieve a result that is both

acceptable to both guests and the Hotel.

1. Listen: Do not interrupt. Do not say, ‘That’s not my job’ or

‘you will have to talk to the manager’. Let the guest tell you the
whole story.
2. Apologize without admitting liability: do not make excuses.
Don’t blame another person or another department. Let the
guest know you are sorry that the guest has been very upset.
3. Rectify the problem: handle the complaint yourself, if possible,
but get help from your supervisor if the problem is outside
your responsibility.
4. Offer alternatives within the limits of Hotel policy.
5. Never promise something which you cannot deliver.
6. Thank the guest for bringing the complaint to your attention.
7. Always make sure that you send back the complaining guest as
a satisfied guest and a regular guest of your hotel.
8. Record the complaint and pass it on to your higher authorities.

Proper handling of a complaint builds goodwill. It can be done by

saying “we look forward to having you in our restaurant whenever you
visit this area”

Task-02: Telephone manners

First of all staff must know how to operate the latest electronic
telephone system in your hotel to carry out your duties effectively and
efficiently.

The Golden rules for Good telephone manners to be followed:

 Always try to answer all calls before the third ring.

 Always answer with a greeting- Good morning / Good afternoon /

Good evening
 28

 Always identify your department- Thank you for calling Room service
/ Coffee Shop / Supper Club etc.
 Always identify yourself- This is Akshay / Tina speaking
 And question the callers need- May I help you? / May I assist you? Or
How may I be of assistance?
The way you answer all calls will therefore follow the pattern like this

Good morning, thank you for calling Room service. This is Akshay
speaking.(optional) May I help you?
Or
Good morning, thank you for calling Coffee Shop, May I help you?

By using this format, you project an image of your hotel which is

professional and highly efficient. It is good to practice it as a habit and say
the same correct thing each time to master it.

General points to remember

 Be polite (smile with your voice)

 Be helpful
 Speak clearly
 Use a soft & pleasant tone
 Speak slowly
 Be friendly but not too familiar.
 Never use slang- Yes for yeah / Certainly for sure
 Do not use technical, unfamiliar words or abbreviations
 Listen attentively
 Write down notes if necessary
 Never interrupt the caller
 Ascertain the caller’s name and use it
 Discover the caller’s (guest)need
 Repeat what the caller’s need
 Thank the caller for giving you the opportunity to serve him /her

When ever a wrong call is attended by you, make sure you transfer
the call to the right number & department with out fail.
Task-03: Dining & Service etiquettes
 29

INTERACTION BETWEEN GUEST AND WAITER IN A

RESTAURANT ON GUEST ARRIVAL

Greet him / her clearly according to the day “good morning, good
afternoon, good evening, sir / madam/miss (if unmarried)
Welcome to the restaurant (name of the restaurant if any, may be
mentioned here)
In case of a regular guest:
Good morning Mr. Thomas / Mrs. Anthony rosy / Miss. Angela, (if their
names are well-known to you) nice to have you back.
In case of a walk-in guest
Good evening, sir/madam/miss, may I help you?
Would you like a table for 2/4/6?
In case of a guest with reservation
We are holding a reservation for you sir/madam.
Kindly/ please follow me.
After taking the guest to the table:
Do you like this table or would you prefer one on the other side.(if empty,
you may leave the entire restaurant to the guest’s choice of table)
When seating the guest:
Please take your seat sir/madam
In case a table is not available:
Would you please mind waiting in the lobby, till we arrange a table for you,
sir
When the guest has taken the seat:
Are you comfortable, sir? Excuse me, sir, and the menu please
After some time :( if he/she is a new guest)
Would you like a drink, sir?
Would you like a cocktail? Sir?
May I take your drink order, sir?
If he/she is a known regular guest:
Would you like to have your regular drink, sir?
When taking the order:
May I take your order please, if you are ready?
May I recommend our chef’s specialty?
May I suggest today’s special?
After taking down the order:
May I repeat your order, please? (By this you should confirm the order)
When the food is ready to be served:
Excuse me sir, your cream of tomato soup. Sir / your pepper steak medium
done, Madam
After some time:
How is the food sir?
 30

Would you like some more sauce? Sir

May I serve you some more curry/ potatoes/ vegetables etc.
After the guest finishes the food:
May I clear the table, sir?
When presenting the menu for dessert:
Would you like to have to have some desserts, sir?
We have some nice desserts made by our pastry chef?
Would you like some coffee?
When presenting the check(bill)
Hope, you have enjoyed the food, sir?
In case of an error in the check:
I am sorry sir. Please let me check.
In case of cash payment:
One moment sir, I will get you the change and the paid copy of your check.
When giving back the change & paid bill in a folder:
Your change sir, thank you very much.
When the guest gets up to leave:
Pull back the chair for the ladies.
Thank you, madam. Hope to see you again.
Wish you all a very good day / good night.
When sending off a guest who had a problem:
I am extremely sorry for what happened, sir, we will make sure it does not
happen again. Thank you, sir.
When the guest is thanking you:
(i) Welcome, sir, it was a pleasure serving you, sir
(ii) it’s my pleasure, sir

UNIT-5

Task-01: Classical Hors d’ oeuvre

Hors-d’oeuvre Varies Oil & Vinegar, Melba toast Fish knife , fish fork &
(Variety of Hors- and butter Cold fish plate
d’oeuvre
Generally 6 types in a
portion)

• Oysters
Les huitres / oysters Oyster cruet ie. a. Cayenne Oyster fork. Oyster
pepperb.Pepper mill dish on a bed of
c.Chilli vinegard.Tabasco crushed ice
Half a lemon, brown bread
and butter
 31

• Caviar
Caviare / Caviar (30 Blinis (Russian pan cakes) Caviar knife or fish
gm. in a portion) or toast, butter, lemon knife and cold fish
wedge, chopped shallots, plate with soup plate
sieved hard boiled yolk & on a bed of crushed-ice.
white separately

• Smoked Salmon
Saumon fume / Cayenne pepper, pepper Fish plate. Fish knife &
smoked salmon mill, lemon wedge, brown fish fork
bread & butter

• Pate de Foie Gras

Pate de foie gras / Triangle cut toast & butter Bread & butter knife,
Goose liver paste dessert fork, cold fish
plate

• Snails
Les Escargots / Snails Brown bread & butter Snail tong, snail fork &
snail dish on a fish
plate with doily

• Melon
Melon frappe / chilled Ground ginger , castor Dessert spoon, fork
melon sugar and cold fish plate

• Grapefruit
Cocktail de Castor sugar or sugar tea spoon on under
pamplemousse dredger plate with doily
/Grapefruit cocktail

• Asparagus
Asperges / Asparagus If served hot: Hollandaise Asparagus rack on
sauce platter, Asparagus
If served cold: sauce tong. Hot/cold joint
Vinaigrette plate, joint fork

Task-02: Cheese
FROMAGE
 32

This is an alternative to the outdated savoury course, and may be

served before or after the sweet course. It is usually served with bread,
butter, crackers and occasionally celery, radish (in season) and cruet set.
. It is served from cheese trolley or cheese tray .It according to its texture.
1. Fresh cheese
2. Hard cheese
3. Soft cheese
4. Semi hard cheese
5. Blue vein cheese.
The cover of this course is side plate, side knife & cheese knife, a small
fork. The accompaniment for this course is bread, butter, celery, and
radish in season, cruet set. It should be stored in a cool dark place with a
good air circulation.

Task-03: Dessert (Fresh Fruit & Nuts)

This is the fruit course usually presented in a basket and placed on

the table ,as part of the table decor and served at the end of the meal.
Served in the lunch and dinner alternative to entremets, but in Banquet it
is served by its own specialty. Fresh fruits and nuts can be served.

COVER: Fruit plate, fruit knife, fork, finger bowl. If nuts are served
crackers, side plates, castor sugar, sugar syrup and salt to be provided.

SPECIAL FOOD SERVICE - (Cover, Accompaniments & Service)

STANDARD ACCOMPANIMENTS TO CLASSICAL DISHES AND ITS

COVER.

Name of the dish Accompaniments Cover

HORS-D’OEUVRE
Hors-d’oeuvre Varies Oil & Vinegar, Melba toast Fish knife , fish fork &
(Variety of Hors- and butter Cold fish plate
d’oeuvre
Generally 6 types in a
portion)
Jus de tomate / tomato Worcestershire, (Tabasco 5 oz. small tumbler on
juice optional) lemon wedge a doily with tea spoon
Potted shrimps Cayenne pepper, pepper Shrimps on a bed of
mill, lemon, toast & butter lettuce on a cold fish
plate. Fish knife & fish
fork
 33

Mousse de jambon / triangle cut toast Fish plate. Fish knife &
Ham mousse & butter fish fork
Truite Fume / smoked Horseradish sauce, cayenne Fish plate. Fish knife &
trout pepper, pepper mill, lemon fish fork
wedge, brown bread &
butter
Anguille fume / Horseradish sauce, cayenne Fish plate. Fish knife &
Smoked eel pepper, pepper mill, lemon fish fork
wedge, brown bread &
butter
Cocktail de crevettes / Brown bread and butter Teaspoon cocktail
shell fish cocktail saucer glass on a doily
Mais naturel / corn on Melted butter Corn on the cob holder
the cob
Pate de foie gras / Triangle cut toast & butter Bread & butter knife,
Goose liver paste dessert fork, cold fish
plate
Avocado Brown bread and butter Tea spoon cold fish
plate

POTAGES/ SOUPS
Petite marmite Grated Parmesan cheese. Earthern ware dish,
Grilled flutes, poached bone dessert spoon, doily on
marrow underplate
Minestrone Grated Parmesan cheese. Soup spoon, soup plate
Grilled flutes under plate
Potage St. Germain / Croutons Soup spoon, soup plate
Green peas soup under plate
Potage Germiny / Cheese straws Soup spoon, soup plate
Thickened Consommé under plate
with yolk and cream
Crème de Tomate / Croutons Soup spoon, soup plate
Cream of Tomato under plate
soup
Consommé / Clear Depending on garnish Dessert spoon
soup consommé cup &
saucer, fish plate
Consomme en gelee / Depending on garnish Dessert spoon
Jellied consomme consommé cup &
saucer, fish plate
Bortsch Sour cream, Beetroot juice, Soup plate, under plate
Bouchees filled with duck Dessert spoon
 34

paste

EGG DISHES
Oeuf sur le plat Bread rolls & butter Oeuf sur le plat dish,
doily on under plate,
dessert spoon & fork
Oeuf en cocotte Bread rolls & butter Served in en cocotte
dish with two ears on
the sides
Omelettes Bread rolls & butter Joint fork on left side,
Hot fish plate

FARINACEOUS DISHES / PASTA DISHES

Spaghetti Bolognaise / Grated Parmesan cheese Joint fork right side,
Neapolitan / Marinara dessert spoon on left,
/ Carbonara hot soup plate

POISSON / FISH
Harenge grille / Mustard sauce, bread rolls Fish knife, fish fork,
Grilled herring & butter hot fish plate
Saumon poche / Hollandaise sauce Fish knife, fish fork,
Poached salmon Hot hot fish plate
Saumon poche / Homard Fish knife, fish fork,
Poached salmon Cold cold fish plate
Poisson a l’Orly / Fish
Tomato sauce, bread rolls Fish knife, fish fork,
Orly & butter hot fish plate
Fried fish Tartare sauce, Lemon Fish knife, fish fork,
wedge hot fish plate
Grilled fish Lemon wedge , Bearnaise Fish knife, fish fork,
sauce hot fish plate
Homard (Cold lobster) Hollandaise sauce Lobster pick

VIANDE / MEAT
Boeuf roti / Roast beef Horseradish sauce, Joint plate ,Joint knife
Yorkshire pudding, Roast & fork
gravy, English mustard
Agneau roti / Roast Mint sauce, Roast gravy Joint plate ,Joint knife
lamb & fork
Mouton roti / Roast Red currant jelly, onion Joint plate ,Joint knife
mutton sauce, Roast gravy & fork
Porc roti / Roast pork Sage and onion stuffing, Joint plate ,Joint knife
 35

Apple sauce, Roast gravy & fork

Mouton bouilli / Caper sauce Joint plate ,Joint knife
Boiled mutton & fork
Mixed grill & grilled French or English mustard Joint plate ,Joint knife
steak Maitre d’hotel butter, straw & fork
potatoes
Irish stew Worcestershire sauce, Soup plate under plate,
pickled red cabbage Joint knife & fork,
Dessert spoon

VOLAILLE / POULTRY
Poulet roti / Roast Bread sauce, Roast gravy, water Joint plate ,Joint
chicken cress Parsley and thyme stuffing knife & fork
Caneton roti / Roast Sage and onion stuffing , Apple Joint plate ,Joint
duck sauce, water cress, Roast gravy knife & fork
Canard Sauvage / Orange salad, Acidulated cream Joint plate ,Joint
Wild duck dressing knife & fork
Dindonneau roti / Cranberry sauce, Bread sauce, Joint plate ,Joint
Roast Turkey Chestnutstuffing,Chipolotas,wate knife & fork
r cress, Roast gravy
Venison / Deer meat Cucumberland sauce, red currant Joint plate ,Joint
jelly knife & fork

ALL GAME (FURRED & FEATHERED)

Lievre / Hare Heart shaped croutes, Joint plate ,Joint knife
Forcemeat balls, Red & fork
currant jelly
Partridge, Grouse, Fried bread crumbs, Hot Joint plate ,Joint knife
Pheasant etc liver paste on a croute, & fork
Bread sauce, water cress,
Roast gravy, Game chips

ENTREMET / SWEETS
Hot or cold puddings, Cream, chocolate sauce, Dessert plate, dessert
or confectionery custard sauce, honey. thin spoon & dessert spoon
soufflé, wafers etc

FROMAGE / CHEESE
All chesses Cruet-salt,pepper & Side plate,B&B knife,
mustard,butter, celery in a
 36

glass bowl

DESSERT / FRESH FRUITS & NUTS

Fresh fruits and nuts Castor sugar, salt for nuts Fruit plate, fruit knife
& fork
‘‘Dessert is normally referred to in India as a sweet course, but in the
French classical menu it means the service of Fresh fruits and nuts.”

CAFÉ / COFFEE
Coffee , Black Coffee, White or brown sugar, milk Demitasse for coffee, A
Cappuccino, Espresso or cream cup and saucer doily
, Filter coffee, Turkish and a coffee spoon
coffee etc.

UNIT-6

SERVICE OF TOBACCO Cigarettes & Cigars

A) SERVICE OF CIGARETTES:-
Cigarettes are always ordered by packets depending on the number
of cigarettes in it. (Pack of 10’s or 20’s) Cigarettes should never be carried
by hand to the guest but placed on a salver or plate. The packet should be
opened pulling out a few cigarettes partially. It should be placed on a
under-liner with a doily paper with a match-box and served to the guest.
The waiter should standby with a matchbox to light the cigarettes. Ensure
that the ashtray is on the table before service. Never allow the ashtray to
collect too much of ash. It is the duty of the waiter to exchange them
frequently for fresh ones.

BRAND NAMES OF CIGARETTES: -

INDIAN:-
1. INDIA KINGS.
2. CLASSIC, MENTHOL, LIGHTS.
3. WILLS
4. GOLD FLAKE
5. FOUR SQUARE
6. MS
7. CAPSTAN
8. CHARMS
9. CHANCELLOR
10. CHESTERFIELD
11. SCISSORS
 37

12. NORTH POLE

13. PANAMA
AMERICAN:-
The largest selling cigarette in the world (Marlboro)
1. MARLBORO
2. WINSTON
3. KENT
4. MORE
5. PALL MALL
6. CAMEL
7. PHILIP MORRIS
8. LUCKY STRIKE
9. SATIN
10. PETER STUYVESANT
11. WEST
12. MERIT
13. PARLIAMENT
14. SALEM
ENGLISH:-
1. ROTHMANS
2. DUNHILL
3. STATE EXPRESS 555
4. SILK CUT
5. LONDON
6. CRAVEN "A"
7. BENSON& HEDGES
8. JOHN PLAYER SPECIAL
9. TREASURER
FRENCH:-
1. GITANES
2. FINE 120
JAPANESE
1. MILD SEVEN

B) SERVICE OF CIGAR

JUDGING A CIGAR: -
A good cigar should form grayish ash which will lost for a along time
before falling off. Whitish ash denotes or indicates a mild cigar. A darkish
ash indicates a strong cigar. Cigars are also judged by their appearance, by
their touch, by shape and by aroma. Never judge a cigar by pressing it in
between fingers. Never roll cigar near your ear. It tells you nothing but
only spoils it by breaking the dedicate leaves.
 38

SMOKING CIGARS: -
Cigar smoking is an art. It should never be rushed through but
smoked slowly. The mouth end of the cigar is either ‘V ‘shaped cut or
straight cut. It can also be pierced with a wooden matchstick with care but
never bitten off. The paper band should be removed before smoking a
cigar. The cigar is then lit evenly from all sides with a matchstick and never
with a gas lighter, which may taint it with the aroma of spirit. The butt-end
(mouth end) is bitter due to the accumulation of the oil and tannin and
therefore cigar is never smoked till the end.

SMOKING THE CIGAR

Here is the best part!

 Sit back and slowly "sip" your cigar as if it were a glass of fine wine or
brandy.
 Relax and savor the rich tobacco flavor; no need to inhale, the
satisfaction is in the taste.
 It is best not to smoke in a windy place as this will hasten the
combustion and may affect the taste adversely.
 Remove the cigar from your mouth between puffs so that the cap does
not get soggy.
 A wet cigar not only looks bad but also tastes bitter.
 The ash should never be longer than a thimble.
 When removing ash, do not tap it off as you would with a cigarette.
Instead, carefully roll the ash off using the edge of the ashtray.
 This minimizes damage to the cigar and its glow.
 This is also a part of Cuban cigar etiquette and savoir-faire, which
requires that the smoker show respect for the cigar, and the Cubans
who created it.

Finishing of a Cuban cigar

 If the cigar goes out and gets cold cut off the foot and relight it.
 If it is still warm, just relight it and continue puffing. But the cigar
should not be shorter than half its original length.
 Never let a cigar go out to save it for later - it will never taste as good
again.

 " A DEAD CIGAR IS LIKE DEAD LOVE - IT IS HARD TO REKINDLE

AND NEVER AS GOOD AS BEFORE." –CUBAN ADAGE

 At the end of your smoke, let your cigar go out by itself. Never stub out
a Cuban cigar. Simply set it aside and let it go out with dignity.
 39

 Never grind or crush it in an ashtray, as this will spread the burned

tobacco, creating a strong, unpleasant char odor.
 It is best to dispose of cigar butts as soon as they self-extinguish and
present no fire hazard.

SERVICE OF CIGAR: -
Cigars should be offered in their own boxes to allow the guests to
choose his own brand. After choosing the waiter should offer to remove the
band. A cigar cutter should be presented to the guest; the waiter should
then offer a match box to the guest.

 THE PIERCE: a simple small hole punched in the end of the cigar. It
keeps the "head" firm but may produce a sharp "bite" as the
concentrated jet of smoke hits the tongue.
 THE GUILLOTINE CUT: a straight-across slice with a razor-sharp
cutter, it provides a clean, open drawing area and disperses the smoke to
avoid "bite." Americans tend to choose this option.
 THE "V" CUT: preferred by Europeans, it provides ample area for
proper air circulation, yet keeps bitter tars down at the deep end of the
"v" and away from your tongue.

TO PROPERLY LIGHT YOUR CIGAR:-

 Hold it at a 45-degree angle with the open end ("foot") down.
 Hold the tip of the flame ½" from the foot without placing the cigar to
your lips.
 Rotate the cigar slowly over the flame. This warms the cigar and
releases the volatile oils in the leaf giving you full flavor right from the
first puff.
 Be careful not to char or blacken the foot.
 After a few seconds, the end of your cigar will be ready for lighting.
Draw gently on the cigar as you rotate it between your fingers
 This procedure will gradually light the entire diameter of the cigar for
an even, steady burn.

SIZES OF CIGAR: -
There are no fewer than 60 possible cigar sizes but many producers
use their own names for standard cigar sizes. They are
1. Demi - tasse ---- 4 inches.
2. Tres petit carona ---- 4 1/2 inches.
3. Petit carona ---- 5 inches.
4. Corana Grande ---- 6 inches.
5. Double carona ---- 7 1/8 inches.
6. Grand carona ---- 9 1/2 inches.
 40

STORAGE OF CIGAR :-

 A good cigar, in order to produce the smoking pleasure for which it was
created, must be stored properly.
 Optimal humidity is about 15 percent. If humidity is higher than 17
percent, the Cuban cigar can get moldy. If humidity is less than 12
percent, the Cuban cigar may split or crack
 A humidor with a built-in moisturizer is the best way to ensure always
having a fresh supply of your favorite cigars close at hand.

All tobacco should be kept in a dry place and at an even temperature.

The cigars will keep well in their own boxes which are made up of Cedar
wood. The best temperature for storage is 650 F to 700 F . Never store in a
refrigerator as it dries and ruins the tobacco.
Vuelto Albajo is a province in Cuba which produces the finest leaf
for cigar production.

BRAND NAMES OF CIGAR :-

1. BOLIVAR
2. LARRANGA
3. ROMEO
4. ROMEO & JULIETA
5. H - UPMANN
6. MONTE CRISTO
7. ROMON ALLONES
8. HENRY CLAY
9. LA CARONA
10. CARLOS
11. PIKEUR MILD
12. MANILA GOLD
13. MANILA PRINCE
14. ANTONIO CLEOPATRA
15. MONTELLA
16. MARVEL GARCIA
17. BOCK Y CIA
18. BACCARAT
19. DAVIDOFF
20. TENA Y VEGA

IMPORTANT NOTE
CIGARETTE SMOKING IS INJURIOUS TO YOUR HEALTH
 41

UNIT-7

RESTAURANT FRENCH: To be taught by a professional French

language teacher.

Restaurant Vocabulary (English & French)

Sl.n English Term French Definition

o
MEALS
1) Menu Menu /Carte
2) Bill / Check L’addition
3) Breakfast Petit dejeuner
4) lunch Dejeuner / Luncheon
5) Dinner Diner
6) Supper Souper
7) Soup Potage / Soupe
KITCHEN CUISINE
FISH (POISSON)
1. Brill Barbue
2. Cod Cabillaud
3. Eel (Bombay duck) Anguille
4. Haddock Aiglefin
5. Herring Hareng
6. Plaice Flie
7. Mackerel Rouget
8. Salmon Saumon
9. Sole Sole
10. Sturgeon Esturgeon

11. Trout (river) Truite de riviere

12. Turbot Turbot

13. Whitebait Blanchaille

14. Whiting Merlan

SHELL FISH CRUSTACES

15. Crab Crabe

16. Crayfish Ecrivisse

 42

17. Crawfish Langouste

18. Lobster Homard

19. Oyster Huitre

20. Prawn Crevette rose

21. Shrimp Crevette grise

BUTCHER’S MEAT VIANDE

22. Beef Boeuf

23. Steak Bifteck

24. Lamb Agneau

25. Mutton Mouton

26. Pork Porc

27. Veal Veau

28. Venison Venaison / Chevreuil

29. Ham Jambon

GAME GIBIER
BIRDS(Feathered)
30. Partridge Perdeau

31. Pheasant Faisan

32. Quail Callie

33. Woodcock Becasse

34. Wild Duck Canard sauvage

35. Wood pigeon Pigeon des bois

GAME (furred) HUNTED

 43

Hare Lievre

37. Rabbit Lapin

38. Venison Venaison

POULTRY VOLAILLE
39. Chicken Coq / Poulet

40. Spring chicken(Young Poussin

chicken)
41. Duck Canard

42. Duckling Caneton

43. Goose Oie

44. Gosling Oison

45. Guinea fowl Pintade

46. Spring chicken Poussin

47. Turkey Dinde

VEGETABLES LEGUMES
1. Salad Salade
2. Artichoke Globe Artichaut
3. Artichoke Jerusalem Topinambour
4. Asparagus Asperge
5. Aubergine Aubergue
6. Beetroot Betterave
7. Broad bean Feve
8. Broccoli Brocolis
9. Brussels sprout Chou de Bruxelles
10. Cabbage Chou

11. Cauliflower Chou-fleur

12. Carrot Carotte

 44

13. Celery Celeri

14. Lemon Citron

15. Cucumber Concombre

16. French bean Haricot vert

17. Garlic Ail

18. Leek Poireau

19. Lettuce Latue

20. Mushroom Champignon

21. Onion Oignon

22. Pea Petit pois

23. Parsnip Panais

24. Radish Radis

25. Runner bean Haricot d’espagne

26. Shallot Echalotte

27. Spinach Epinards

28. Sweetcorn Mais

29. Tomato Tomate

30. Turnip Navet

31. Vegetable marrow Courgette

32. Potato Pommes de terre

33. Pumpkin Courge

 45

FRUIT FRUITS
1. Fresh Fruit Fruit Frais
2. Orange Orange
3. Apple Pomme
4. Apricot Abricot
5. Blackberry Mure
6. Cherry Cerise
7. Cranberry Airelle rouge
8. Currant (Red & Black) Groseille
9. Damson Prune de damas
10. Gooseberry Groseille a maquereau

11. Grapes Raisin

12. Melon Melon

13. Peach Peche

14. Plum Prune

15. Pineapple Ananas

16. Raspberry Framboise

17. Strawberry Fraise

18. Grapefruit Pamplemousse

19. Pear Poire

20. Grapes Raisin

NAME NOM
1. Milk Lait
2. Water Eau
3. Mineral water Eau minerale
4. Sugar Sucre
5. Salt Sel
6. Juice Jus
 46

Pepper Poivre
8. Coffee with milk Café au lait
9. Black coffee Café Noir
10. Tea Thé

11. Coffee Café

12. Continental B/F with Café complet

coffee
13. Continental B/F with Tea Thé complet

14. Only coffee Café simple

15. Only Tea Thé simple

16. Honey Miel

17. Jam Confiture

18. Bread Pain

19. Sponge cake Gateau

20. Ice-cream Glace

COLOUR
1. Red Rouge
2. Rose /Pink Rose
3. White Blanc
4. Yellow Juane
5. Black Noir
6. Green Verte
7. Blue Bleu

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