Introduction to the Hotel Industry and Growth of the hotel Industry in India

Hotels & the Catering Industry as we know started in the 19th century with the development of
major cities, easier sea travel & coming up of railways. During Mogul rule, the forts & their
surroundings would cater to the needs of the traveller often in exchange for no more than the story
of their adventures during their travel or any news from other towns and villages they passed by. In
India, resting houses called serais/sarais and dharamshallas were established on high ways by
kings and emperors of ancient and medieval periods. Movement of people both political and
pilgrimage stressed the need for better and improved facilities to cater to the varied needs of the
various classes of the society.

In India, development of catering can also be attributed also to the legacy left by people belonging
to different cultures and ethnic groups who have ruled her. Development of catering in India as we
see it today is chiefly due to the British, who had introduced hotels and restaurants similar to those
found in Europe.
Most of modern hotels that sprouted were managed by European families. The Bombay hotel was
opened in 1799. The British brought modern hotels to Kolkata. The Oldest was John Spence’s Hotel.
Spence’s, the first ever hotel in Asia was opened to the public in 1830. The credit for opening the
first Western style hotel under the name of British Hotel in Bombay in 1840, goes to
Pallonjee Pestonjee was the first hotel to give a la carte and table de hôte menu. Then came the
Auckland hotel by David Wilson in Calcutta in the year 1840-41 (now – The Great Eastern Hotel –
officially Lalit Great Eastern Hotel) is a colonial era hotel in the Indian city of Kolkata – formerly
Calcutta) and Connemara hotel in madras in the year 1870 by E. A. Oakshroff. But now this property
belongs to Taj group.
Today, ITDC provides a complete range of tourism services, including accommodation, catering, and
entertainment and shopping, hotel consultancy, duty free shops, and an in-house travel agency. The
India Tourism Development Corporation (ITDC) was set up in 1966 as a corporation under the
Indian Companies Act of 1956, with the merger of Janpath Hotel India Ltd.

In 1971-72, a beautiful palace of Rajasthan was linked up to the Taj, the lake palace in Udaipur, a
marble dream, afloat lake pichola and the Rambagh palace, originally created at the height of Rajput
splendour in Jaipur. In 1903 he raised finance invested his own money, hired the best architects
and craftsmen and build the exquisitely beautiful Taj Mahal hotel in Bombay with 220
rooms. Mohan Singh Oberoi took Carlton hotel in Shimla on lease in 1927, renamed as Clarks hotel.
He took a building in 1933 and built grand hotel in Calcutta.
Three Welcome Group Hotels were commissioned between 1975 and 1977; these were non-
franchised hotels, inspired by the slogan “Be Indian, Buy Indian” and using Indian expertise.
Ultimately, however, these hotels adopted the Sheraton system in 1978 and used the services of
expatriates for the purposes of upgrading staff training and installing Sheraton operating systems-
all without a management contract. This gave the Welcome Group a good start.
When India agreed to host the 1982 Asian Games, the GoI granted licenses for building hotels to the
Taj Palace, Asian Hotels Hyatt Regency, India Tourism Development Corporation – Lodhi Hotel,
Samrat Hotel, Kanishka, Le Meridien, and Surya Sofitel, with the stipulation that their new hotels
had to be completed in time for the games. India hosted the Commonwealth Games in 2010, at
Delhi. It was India’s most successful Commonwealth Games to date with Indian athletes winning 38
gold, 27 silver and 36 bronze medals. This also added to growth of hotel industry in India.

Tourism & Hospitality Industry in India contributed Foreign Exchange Earnings (FEEs) during the
month of December 2014 were Rs 12,875 crore (US$ 2.03 billion) as compared to Rs 11,994 crore
(US$1.9 billion) in December 2013. Foreign Tourist Arrivals, in India, during 2014 was 7.46 million,
which translates to a 7.1% growth over the previous year.
The Indian Rupee was relatively stable against the US Dollar and from 59/$ as at the beginning of
the year, the exchange rate hovered around 61/$ levels on the average and closed at 62/$ at the
yearend for the year 2014-15.
GDP growth in India during the year is estimated at 7.4%. Inflation has decreased significantly from
as high as 11.2% in November, 2013 to 5.2% in March, 2015. International tourist arrivals,
worldwide, have grown to 1.14 billion in 2014, 4.7% above 2013 and are likely to grow 3% to 4%
in 2015. Foreign Exchange Earnings (FEEs) have grown by 6.6% at US$ 19.65 billion for the year.

Role of Catering establishment in the travel/tourism industry

Catering dates back in the 4th millennium BC in China. The culture of grand eating
and drinking was also present in old Egypt at that time. Most of the services were provided by
slaves. The ancients Greeks are credited with making catering a trade by offering free services at
their inns and hostels which continued into the Roman Empire, primarily to serve soldiers. In the
Middle Ages catering centered on monasteries and the Christian pilgrimages in Europe. The trade
spread during the reign of Charlemagne. By late Middle Ages the new bourgeoisie (people of the
city) and a monetary economy helped the popularity of catering to flourish. When the industry
drew the attention of German legislators in the 14th and 15th century, food and beer regulations
began to take form. But much of the industry was still primarily seen in feasts and celebrations for
kings and other noblemen. After the French revolution in the 18th century and the lack of an
aristocracy, catering guilds were forced to find new ways to sell their talents and the first French
restaurants were started.

The food sector or catering industry is one of the most important elements in the travel and
tourism industry. This includes restaurants and take-away outlets, but it can also include catering
providers to hotels and airlines.
Catering and food service industry plays an important role in the promotion of local food features
and culture of tourism destination through providing catering products and services for tourists.
Many countries have designed and developed catering and food brand with own features and style,
such as the Beer Festival of Munich in German, Pickled Cabbage Festival in South Korea, series
unique meal of cactus and corn in Mexico, Samba Carnival and characteristic barbecue in Brazil and
so on.
As an important part of tourism industry, catering and food service industry is the important
carrier of the brand and culture for a country or region with the characteristics of wide market,
extensive influence and more employment opportunities.
In recent years, the development of global catering and food service industry maintains a rapid and
healthy momentum of tourism development. A wide variety of catering products and different
styles of food culture has been shaped in the background of different regions and cultures.
These food service groups provide a fast catering and food service for the consumers all over the
world. It can be seen that the gradual development of catering market has helped with the rapid
development of economy and society.
In many countries, catering establishments are regarded as a means of developing wealth and
creating employment, especially when traditional activities are on the decline. It is expected to
contribute significantly to increasing GDP and providing jobs in the tourism sector.
The core activity in tourism is the hotel and catering industry, which includes business and leisure
tourism, as well as the everyday business and leisure activities of local inhabitants.
Catering is still perceived as an opportunity available to people of all ages which do not require
much capital investment or many qualifications. Anyone can open a restaurant, and only some of
those working in the trade to take a basic training course in manufacturing and processing. Thus, in
a way the development of hotel and restaurant chains is gradually increasing the amount of wage-
earning jobs available, which may come to further increase the economic development of Tourism/
Travel industry.

Types of F&B operations

 The Food and Beverage (F&B) sector is a significant part of the hospitality industry, encompassing
a wide range of services and business models. To better understand this diversity, the F&B
operations are classified into two main categories: Commercial and Subsidized or Welfare
operations. Here’s a closer look at each classification:

Commercial Operations
Commercial operations are profit-driven and include several types of establishments that cater to
various market segments:
Open Market
 Hotels: Offering dining services to guests and visitors, often with a variety of cuisines and meal
plans.
 Restaurants: Establishments ranging from casual to fine dining, focusing on meal service
excellence.
 Pubs: Casual settings that serve alcoholic beverages with food often being a secondary service.
 Fast Food and Take-away: Focused on quick service and convenience, often with limited seating.
Restricted Market
 Travel Catering: Services provided in airplanes, trains, ships, and the like, catering to travelers.
 Clubs: Exclusive establishments that serve a specific membership base with F&B services.
 Contract Foodservice: Companies that operate F&B services on behalf of other businesses, such as
office cafeterias.
 Function and Event Catering: Specialized services for events like weddings, corporate gatherings,
and public events.

Subsidized or welfare operations are not primarily profit-oriented and often aim to serve a
particular community or group:
Employee Catering
 Contact Foodservice: F&B services contracted out to serve employees within an organization.
 In-house Catering: F&B services operated by the organization itself for its employees.
Institutional Catering
 Schools: Providing nutritious meals to students, often at subsidized rates.
 Universities and Colleges: Catering to a diverse student body with a variety of dining options.
 Hospitals: Offering tailored food services to patients, staff, and visitors, with a focus on health and
nutrition.
 The Services: F&B services within military and other service institutions, catering to personnel.
 Prisons: Ensuring the provision of meals to inmates, focusing on standard dietary requirements.
 Care House: Providing meals to residents in a care or residential home setting, often with special
dietary considerations.
Understanding these classifications is crucial for hospitality students as it helps in identifying the
scope of services, target markets, and operational considerations. Each category requires unique
management strategies, customer service approaches, and marketing tactics.
In conclusion, the F&B sector is diverse and multifaceted. As a hospitality professional, recognizing
the nuances of each operation type allows for better service delivery, improved customer
satisfaction, and operational success.

Welfare Catering
The provision of food and beverages to people to fulfil a social obligation, determined by a
recognised authority, is known as welfare catering. This grew out of the welfare state concept,
prevalent in western countries. It includes catering in hospitals, schools, colleges, the armed forces
and prisons. Welfare Catering is mainly about providing food at minimal costs. It does not serve the
purpose of generating revenue. This kind of establishment does not promote a lucrative food menu.
They mostly follow a Cyclic Menu that is good enough to fulfill the nutritional requirements of the
customer.
Industrial Catering
The provision of food and beverages to ‘people at work,’ in industries and factories at highly
subsidised rates is called industrial catering. It is based on the assumption that better fed
employees at concessional rates are happy and more productive. Catering for a large workforce
may be undertaken by the management itself, or may be contracted out to professional caterers.
Depending on the choice of the menu suggested by the management, catering contractors
undertake to feed the workforce for a fixed period of time at a predetermined price.
Institutional Catering
The provision of food and beverages to ‘students in schools or colleges’ at highly subsidised rates is
called institutional catering. It is the responsibility of the institutes to provide the students with a
complete balanced diet. This kind of catering establishment may be under taken by the
management itself or may be contracted out to professional caterers. The food menu in this type of
establishment is Cyclic and is mostly based on the seasonal availability of ingredients. The concept
is not to earn revenue but to serve their own social responsibility.
Travel Catering
The provision of food and beverages to passengers, before, during and after a journey on trains,
aircraft and ships and in buses or private vehicles is termed as transport catering. These services
may also be utilised by the general public, who are in the vicinity of a transport catering unit. The
major forms of modern day transport catering are airline-catering, railways catering, ship catering
and surface catering in coaches or buses which operate on long distance routes.
Airline Catering
Catering to airline passengers on board the air craft, as well as at restaurants situated at airport
terminals is termed as airline catering. Modern airports have a variety of food and beverage outlets
to cater to the increasing number of air passengers. Catering to passengers en route is normally
contracted out to a flight catering unit of a reputed hotel or to a catering contractor or to the
catering unit operated by the airline itself as an independent entity.
Railway Catering
Catering to railway passengers both during the journey as well as during halts at different railway
stations is called railway catering. Travelling by train for long distances can be very tiring; hence a
constant supply of a variety of refreshment choices helps to make the journey less tedious. On-
board meal services are also provided on long distance trains.
Ship Catering
Ship catering is catering to cargo crew and passenger ship passengers. Ships have kitchens and
restaurants on board. The quality of service and facilities offered depends on the class of the ship
and the price the passengers are willing to pay. There are cruises to suit every pocket. They range
from room service and cocktail bars to specialty dining restaurants.

The structure of the catering industry includes both commercial and non-commercial catering
establishments. Some of the more popular and common ones are as under:
Five Star Hotels
These usually have several restaurants, grill rooms, ethnic (Indian, Chinese, Italian, etc. among the
most popular), European and coffee shops are included. Service in these hotels is usually attentive
and entertainment is nearly always available. Prices in these establishments tend to be high.
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Medium Class Hotels

Similar to the five-star hotels, though surroundings are less luxurious and prices are reflected in
this.
Free Standing Restaurants
Often quite high class, offering good Ala Carte menus- service is usually of a high standard.
Snacks Bar
It is popular with the working public offering everyday fare, at very reasonable prices.
Fast Food Centres
The “eating out” of 80’s growing in popularity in India especially with the young, these restaurants
offer fast, clean service at popular prices. Service is minimal and turnover is high.
Night Clubs
It usually situated only in larger cities and offering high-class entertainment with food.
Industrial Canteens
Industrial canteens are operated as a facility to staff in large factories or similar. Food of a high
standard but managements working to tight budgets. Food cost is usually subsidized consequently
staff pay minimal prices.
Institutional Catering
Usually, hospitals are serving high nutritional standards of food.
Airline Catering
A big business operation, serving good quality food in difficult and limited service areas.
Competition is tough in this sector to maintain high standards.
 Railway Catering
It is similar to airlines, and although this was a prestigious area of catering. The fifties to the
seventies saw a gradual decline which fortunately is being rectified as the 80’s progress.
Outdoor catering
It is a growing industry within the industry. Many Service staff involved in these sometimes
complicated operations.

Duties & responsibilities of F&B staff

Duties and Responsibilities of Various F & B staff are as under:

Restaurant Manager
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Reports To: Food and Beverage Manager
General Manager
Job Summary: To recommend and meet budgets and goals by leading a service “I” with
personalized guest attention.
Duties and Responsibilities
 Recommend and monitor a budget and plan for the year.
 Lead, train and motivate a service team.
 Conduct daily briefings ensuring two-way communication, training and policy information
 Check mise-en-scène and mise-en-place done by the team.
 Control expenses of the restaurant.
 Develop innovative ways to create sales of the restaurant by up-selling menu items, food promotion
merchandising, etc.
 Meet and greet guests and develop a personal guest database to ensure continued patronage.
 Schedule staff rotations and duties and organize extra hands when required.
 Ensure the safety and hygiene of the restaurant.
 Maintain discipline and conduct staff appraisals
 Coordinate with the chef for menu offers and operational coordination.
 Coordinate with other departments for the smooth supply of operational supplies.
 Responsible for proper billing and cash recovery for services rendered.
 Resolve guest and staff complaints and grievances
 Represent the restaurant in Food and Beverage meetings.
 Conduct periodic competition analysis
 Coordinates with
Kitchen: on food preparation matters.
Kitchen Stewarding: for the supply of clean service-ware.
Housekeeping: for cleanliness and supply of linen and flowers.
 Accounts: for budgets and depositing daily sales.
Engineering: on matters of maintenance and safety.
Security: on matters of security and safety.
Marketing: on matters of sales and promotions.
Stores: for the supply of alcoholic beverages, operational supplies.
 Supervises:- Senior captain, captain, hostess, Servers, and apprentices

Senior Captain (Restaurant Supervisor)

Reports To: Restaurant Manager

Food and Beverage Manager
Job Summary: To organize, supervise and train all service personnel in the restaurant with a view
to providing quick and personalized food and beverage service to guests.
Duties and Responsibilities
 Deputize in the absence of the Restaurant Manager and ensure the smooth functioning of the
restaurant.
 Schedule weekly/fortnightly staff duty shifts with the approval of the Restaurant Manager ensuring
that work exigencies are met and the staff is rotated fairly.
 Allot daily duties to subordinate staff to meet work exigencies ensuring equity of work.
 Conduct daily briefing using it as a vehicle for two-way communication, training and corrective
action.
 Attend to guest complaints and ensure guest satisfaction through immediate action.
 Inspect the mise-en-scene and mise-en-place to ensure the smooth flow of operations.
 Ensure the maintenance and aesthetic upkeep of the restaurant in close coordination with
engineering and housekeeping.
 Organize the training of staff for meeting the standards of service.
 Develop restaurant sales through upselling, guest contacts and ensuring good service.
 Ensure that the restaurant is free from work hazards.
 Supervise food service with a view to ensuring speed, quality of service and personalization
 Appraise staff performance and recommend rewards to the restaurant
 Control costs by applying food control principles.
 Serve wines and beverages according to international practice.
 Motivate staff through fair leadership.
 Prepare flambe items, if applicable to the restaurant, with showmanship and authenticity.
 Maintain and control the par stocks of cutlery, crockery, linen, supplies, and equipment.
 Assist the accounts department in stocktaking.
 Hand over lost and found properties to the Housekeeping as per rules.
 Supervises: Restaurant Captains, Hostess, Servers and Apprentices.
 Captain (Head Waiter)
Reports To:- Senior Captain
Restaurant Manager
Job Summary:- To organize and supervise an assigned restaurant station with a view to providing
fast and efficient food and beverage service.
Duties and Responsibilities
 Train and supervise restaurant servers to give high standards of service in terms of time, quality
and personalization.
 Supervises the mise-en-place of the assigned station to ensure a smooth service during operation.
 Inspect table layouts in the station ensuring that they meet the standards set.
 Check and ensure the serviceability of equipment and furniture.
 Sell food and beverage so as to meet restaurant budgets.
 Take food and beverage orders correctly.
 Give wine service according to international practices.
 Prepare flambe items, if offered by the restaurant, with showmanship and authenticity in
preparation
 Control the inventory of cutlery and service equipment allotted to the station.
 Assign duties ensuring equity of work.
 Ensure that staff meets hygiene and discipline standards.
 Ensure that the station is free from dust.

Steward (Waiter)
Reports to: Captain
Senior Captain
Job Summary: To provide quick and personalized food and beverage service to guests at allotted
tables as per standards service laid down and according to guest satisfaction.
Duties and Responsibilities
 Attend briefings prior to the restaurant opening, well-groomed and equipped with the basic aids of
operations
such as bottle openers, pens, pads, and matches.
 Learn the du jour items, not-available items, menu preparations, and their presentation.
 Complete mise en scène and mise-en-place before the restaurant opens.
 Check all the equipment and furniture at the station for their serviceability and maintenance
requirements.
 Clean and polish allotted silverware, cutlery, glassware, and chinaware.
 Stock the sideboard with proprietary sauces, jams, salt and pepper shakers, butter dishes, linen,
and other service ware.
 Lay table covers as per standards set.
 Fold napkins as per prescribed attractive styles.
 Requisition fresh linen and flowers from housekeeping.
 Air the restaurant and ensure that the station is clean.
 Receive, greet, and seat guests.
 Present wine-lists and menu cards and take orders.
 Serve food and beverage by the standards of the restaurant.
 Upsell food and beverages.
 Present the bills and receive payment correctly.
 Supervises:- Assistant Waiters, Busboys and Trainees

Restaurant Hostess
Reports To: Senior Captain
Restaurant Manager
Job Summary: To receive and record table reservations requested for the restaurant. To extend
warm and courteous welcome and hospitality to guests visiting the restaurant and allot them a
table.
Duties and Responsibilities
 Collect the restaurant reservation register from the overnight caretaker and mail from Food and
Beverage Office.
 Receive and post table reservations in the register ensuring equity of load between stations.
 Clean and arrange the hostess desk and menus cards.
 Attend briefings before the restaurant opening.
 Attend to all telephone calls of the restaurant in the shift.
 Receive guests and lead them to their reserved tables.
 Handout Wine Lists/Menu Cards to the guests.
 Take orders from guests if required.
 Provide guests with hotel information.
 Go to the guest and enquire whether the food and service are up to their satisfaction. Handle any
complaints
 Wish greetings to every guest when leaving and invite them to come again.
 Record the names of guests in the daily cover register.
 Page guests if phone calls or messages come for them.
 Maintain guest history

Wine Butler (Sommelier)

Reports To: Senior Captain
Restaurant Manager
 Job Summary: To present and serve wine and spirits to guests as per the standards of the
establishment
Duties and Responsibilities
 Requisition of the wines and spirits from the bar.
 Display wines and spirits on the trolley.
 Stock the trolley with the accessories
 Present trolley to the seated guests and upsell the wines and
 Prepare and serve ordered beverages as per international
 Replenish orders and remember guest preferences.
 Raise Order Tickets for the cashier

Attributes of a Waiter

Attributes of a waiter
The restaurant staff is the front-line staff expected to manage, serve and satisfy clients walking in
for food and beverage dining experience at a price. The restaurant staff should be extremely well
groomed projecting high standards of hygiene, sanitation, professionalism and style while handling
clients.
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With combination of soft skills (verbal and non verbal) the F&B staff is expected to meet with all
customer needs starting from taking order for choice of food and beverages, to serving them with
joy, clearing the table and settling the bill to taking improvement feedback and seeing off them.
The etiquette that a waiter exhibits in a restaurant should comprise the following:
1. Receiving guest promptly with warm smile and wishing them.
2. Announce your name and welcome them with the name of the F&B outlet.
3. Call guest by name if regular to the outlet.
4. Offer assistance.
5. Be polite and courteous through the conversation.
6. Walk the guest to the table and help the ladies seat first.
7. Provide extra cushions or special chairs for children.
8. When speaking to a guest do not interrupt him/her if he/she is speaking to another guest.
9. Do not overhear conversations.
10. Avoid mannerisms such as touching hair, scratching, nose picking, etc.
11. Stand straight and at all times.
12. Gentle bow at the time of service is permissible.
13. Never slouch or lean.
14. Remember the preference of guest such as the favorite dish and remind them that you know;
ascertain whether he/ she would like to order it again.
 15. Be attentive to guest call and attend enthusiastically.
16. Offer to light a cigarette for a guest.
17. Avoid arguments with guest or staff in the restaurant.
18. Always carry pen in the pocket.
19. Desist chewing gums, beetle leafs (paan) or smoking.
20. Never talk with colleagues unnecessarily or group around the sideboard.
21. Avoid soliciting for tips.

Inter-departmental relationships (Within F&B and other departments)

The Food and beverage service department is seen to possess a very vigorous intra and inter departmental
interactions in prospect of accomplishing works. This has also made the functioning of the organisation very
suave. Positive mutual aid and harmonisation can be found in between the intra departmental staffs, as they
are willing to lend a helping hand during busy operation hours and favourably exchange their ideas and
views with each other.
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Inter-department Relationship Matrix

Restaurants/Bar/Banque Kitchen
Kitchen
Departments ts/ Room Service stewarding

Receives the rooming list from Prepare the

the front office, which shows meals In some hotels and resorts, kitchen
Front office the occupancy position, status considering stewards lend hand in carrying the heavy
of the guests, plan in which the room material transfers.
they are staying and so on. vacancy.

Receives well laundered table Receives

linen, and uniform, flower laundered
arrangements for tables and staff uniform. Receives laundered staff uniforms,
Housekeeping function catering, cleans the cleaning agents, and tools.
service area, function hall and Provide staff
cloak rooms.
meals.

Verifies bills and KOTs of all Verifies KOT,

service areas, receipts of stores, closing stock
Cost control closing stock record of all record, spoil Verifies records of recurring expenditure.
bottled drinks, tobacco, and age report,
alcoholic beverages. and receipt
from stores.
 Receives
staff meals.

Repairs
faulty
kitchen
equipment,
Repairs faulty service Assist maintenance department in
exhaust
Maintenance equipment, air conditioner, cleaning and moving equipment during
system,
water cooler against job order. repair work.
water taps,
gas supply
against job
order.

Briefs
security
Inform security about any department
articles misplaced by guests, about any
unclaimed baggage, drunken theft or
guests, function catering so that major Discuss security issues and verifies staff
Security
they are aware of that many pilferage. movement.
guests would be coming in s Receives
particular time. Verify staff meals.
movement of staff. Verify
movement of
staff.

Personal
policy on
Coordinates with this staff meals,
Coordinates with this department for
Human department for recruiting, shares staff
recruiting, training performance
Resource training, performance meal cost
appraisal.
appraisal. with
personnel
department.

With F and B Production i.e. Kitchens:-

It coordinates with kitchen department for the preparation of various food and beverage items as per the
orders. The kitchen also coordinates with food and beverage service department regarding the functions,
outdoor caterings, and promotional activities.
With housekeeping:-
It coordinates with housekeeping department regarding the cleanliness of the outlets, different F&B sections
and regarding the regular supply of staff uniforms and soil linens. The coordination of housekeeping
department with the restaurants and banquet halls is mainly concerned with the provision of linen and
uniforms. The linen room supervisor, under the supervision of the executive housekeeper, needs to have
sufficient stock of clean napkins to meet the demands of the F & B department’s restaurant and banquet
function. On his/her part, the restaurant manager should ensure that the time set for the exchange of linen is
respected; that linen is not lost or misused; and that intimation of forthcoming banquet function is conveyed
to housekeeping department well in advance. Beside extra/special linen, housekeeping may also have to
arrange for flower decorations for banquet.
Coordinating between two departments becomes particularly necessary in the case of room service, so that
friction does not arise over matters such as waiters not collecting trays from guestrooms or room service
staff leaving soiled trays in the corridors or causing extra work through careless spills on the carpet. In many
hotels, housekeeping department also looks after pest control in restaurants, kitchens, and store attached to
them. Special cleaning of this areas call for coordination with the housekeeping department. Restaurant staff
required clean uniforms on a daily basis, for which they need to communicate with housekeeping
department.
With front office department:-
Communication between the food and beverage department and the front office is also essential. Some of
this communication is conveyed by relaying messages and providing accurate information on transfers,
which are forms used to communicate a charge to a guest’s account. Communication activities also include
reporting predicted house counts, an estimate of the number of guests expected to register based on
previous occupancy activities, and processing requests for paid-outs, forms used to indicate the amounts of
monies paid out of the cashier’s drawer on behalf of a guest or an employee of the hotel. These vital services
help an overworked food and beverage manager, restaurant manager, or banquet captain meet the demands
of the public. Incoming messages for the food and beverage manager and executive chef from vendors and
other industry representatives are important to the business operation of the food and beverage
department. If the switchboard operator is given instructions on screening callers (such as times when the
executive chef cannot be disturbed because of a busy workload or staff meetings, or vendors in whom the
chef is not interested), the important messages will receive top priority.
In a hotel that has point-of-sale terminals, computerized cash registers that interface with a property
management system, information on guest charges is automatically posted to a guest’s folio, his or her
record of charges and payments. When a hotel does not have point-of-sale terminals that interface with PMS
point-of-sale terminals, the desk clerk is responsible for posting accurate charges on the guest folio and
relies on transfer slips. Also, the night auditor’s job is made easier if the transfer slip is accurately prepared
and posted. The front office manager should work with the food and beverage director in developing
standard operating procedures and methods to complete the transfer of charges.
The supervisors in the food and beverage department rely on the predicted house count prepared by the
front office manager to schedule employees and predict sales. For ex- ample, the restaurant supervisor
working the breakfast shift will want to know how many guests will be in the hotel so he or she can
determine how many servers to schedule for breakfast service. Timely and accurate preparation of this
communication tool assists in staffing control and sales predictions.
Authorized members of the food and beverage department will occasionally ask the front office for cash, in
the form of a paid-out, to purchase last-minute items for a banquet, the lounge, or the restaurant or to take
advantage of other unplanned opportunities to promote hospitality. Specific guidelines concerning cash
limits, turnaround time, prior approval, authorized signatures, and the general manager and front office
manager develop purchase receipts. These guidelines help to maintain control of paid-outs. The banquet
department, which often combines the functions of a marketing and sales department and a food and
beverage department, requires the front office to relay information to guests about scheduled events and bill
payment.
The front desk staff may also provide labour to prepare the daily announcement board, an inside listing of
the daily activities of the hotel (time, group, and room assignment), and marquee, the curb-side message
board, which includes the logo of the hotel and space for a message. Since the majority of banquet guests
may not be registered guests in the hotel, the front office provides a logical communications centre.
The daily posting of scheduled events on a felt board or an electronic bulletin board provides all guests and
employees with information on group events. The preparation of the marquee may include congratulatory,
welcome, sales promotion, or other important messages. In some hotels, an employee in the front office
contacts the marketing and sales department for the message.
The banquet guest who is unfamiliar with the hotel property will ask at the front office for directions. This
service might seem minor in the overall delivery of service, but it is essential to the lost or confused guest.
The front office staff must know both how to direct guests to particular meeting rooms or reception areas
and which functions are being held in which rooms. Front desk clerks, must be ready to provide information
for all departmental activities in the hotel. The person responsible for paying the bills for a special event will
also find his or her way to the front office to settle the city ledger accounts. If the banquet captain is not able
to present the bill for the function, the front desk clerk should be informed about the specifics of food
and beverage charges, gratuities, rental charges, method of payment, and the like.
With Human resources department:-
The human resources management department may rely on the F and B service staff to act as an initial point
of contact for potential employees in all departments. It may even ask the F and B service to screen job
candidates. If so, guidelines for and training in screening methods must be provided.
Some directors of human resources management depend on the F and B service to distribute application
forms and other personnel-related information to job applicants. The potential employee may ask for
directions to the personnel office at the F and B service. The human resources management department may
also develop guidelines for the F and B service use in initially screening candidates. For example, the
guidelines may include concerns about personal hygiene, completion of an application, education
requirements, experience, and citizenship status. This information will help the executives in the human
resources management department interview potential job candidates. Each situation will describe some
communication problems between departments, trace the source of mis-communication, analyse the
communication system, and present methods that will help improve communications. The purpose of this
method of presentation is to help future professionals to develop a systematic way of continually improving
communications.
With Security department :-
It coordinates with security department to create a safer environment for the guests, hotel personnel and the
assets to control them properly.
It coordinates with engineering department for repairs, maintenance, and installation of various equipment
and physical features required during operation hours and special functions.
Information system
It coordinates with information system department regarding the updating and installing of different
electronic information system. Every personal are provide with the password as access into the computer
system of the hotel by the IS department. Similarly, the micros cards are also issued to the F&B staffs and the
degree of accessibility is governed by the rank of the staffs.
With Stores:-
It coordinates with materials department for regular supply of food, beverages, and essential stationeries
for the outlet.
Sales and marketing department: It coordinates with sales and marketing department for the sales of
banquet halls, fixing the menu price, and providing provisions and service as per the Banquet Event Order. F
& B personnel will do the necessary arrangement for the preparation and see to guests needs. Get clients to
hold functions using hotel facilities in banquets.
Finance department: It coordinates with finance department for payment of salary and budget development.

Food Service Areas (F & B Outlets)

Speciality Restaurant

A catering establishment which offers a particular cuisine like Indian, Japanese or French etc, in a
hotel. These restaurants in a hotel cater to the needs of the overseas tourists, in-house guests as
well as a sizable number of local clientele.
The bill of fare or Menu must include internationally known and accepted dishes of the particular
country or region. It may include a fusion with the local flavours of the city.
The prices should range from moderately expensive to reasonable to attract a wide spectrum of
patrons. The ambience should be as per the tradition and culture of Culinary Region. It should
exhibit the flavour and ethnicity of the region chosen. The timings of the restaurant are mostly from
3pm to 12pm.
A see through barbecue or Open kitchen which promotes impulsive buying or reflex purchasing, is
in vogue.
The table laying of these restaurants is complex, covering up for at least three courses of meals.
The menu offered is mainly A la carte. However, to boost sales often the management decides to
spread an economy buffet.
The management also organises special entertainment events like a live band performing, solo
singers etc to create an enjoyable experience for the guests.

Coffee Shop

Coffee shops play a pivotal role in the hospitality industry, serving as the main dining room in
many lodging properties. Often the largest restaurant within a hotel, coffee shops cater to a diverse
clientele, including hotel guests, local diners, budget-conscious individuals, and package deal
guests. Their appeal lies in their ability to offer a wide range of international dishes, making them a
hit among food enthusiasts.
The Unique Features of Coffee Shops
Multi-Cuisine Offerings
Coffee shops are renowned for their multi-cuisine nature, which allows them to incorporate a
variety of international dishes. The food served is not only nutritious and colorful but also diverse,
ensuring that the menu never becomes monotonous or overly complicated.
24/7 Service
One of the defining characteristics of a coffee shop is its round-the-clock service. Open 24/7, these
establishments provide an A la Carte menu as well as an elaborate buffet for breakfast, lunch, and
dinner.
Extensive Staffing and Service Requirements
Operating a coffee shop requires elaborate service and a fine-dining table layout. The staffing needs
are extensive due to the non-stop operations. Staff members must be alert and ready to promptly
respond to any guest needs or requests.
Operational Considerations for Coffee Shops
Opening and Closing Duties
In a coffee shop, opening and closing duties often have to be performed during operation and in
front of guests. As such, all work must be carried out tactically and with minimal disruption to the
dining experience.
Inventory Management
Given the rapid table turnover and the high frequency of repeat customers, coffee shops must
maintain a large inventory of ready-to-use covers for quick replenishment. Similarly, the inventory
of cutlery and crockery should be high to accommodate the continuous flow of patrons.
Equipment Considerations
The equipment used in coffee shops should be reasonably priced, as the chances of breakage and
pilferage are higher due to the constant use and high customer traffic.
In conclusion, coffee shops are an integral part of the food and beverage service areas in the
hospitality industry. Their 24/7 operation, diverse menu offerings, and extensive service
requirements make them a unique and vital component of the hotel dining experience.

Cafeteria
Working class spend most of their active time at their place of work and perhaps with the exception
of dinner, most people eat out of their homes. The responsibility to feed a vast number of people at
their place of work lies primarily on the proprietors who also see in it a moral gain in providing
tasty, wholesome meal decently served in a hygienic way. This improves efficiency in work, less
health problems and keep the staff, satisfied and happy.

The other aspect is for those who work in smaller organisations and the agents, suppliers, visitors, a
large number of buyers and sellers who cannot afford the luxury of eating in a restaurant, served by
waiters, for lack of time and money, yet who want to eat good home-like food and in neat and clean
atmosphere; for them the answer is a cafeteria.
The service constitutes food on display on warmers or chillers, as the case may be. The dinners are
supposed to collect their trays, cutlery etc and pick up food themselves from display or offered by
servers from behind the counter.
There is usually no payment but a monthly deduction from the staff salary is made under Staff Meal
expense.
The cafeteria has a comfortable and hygienic seating arrangement but is nowhere close to any
luxury arrangement.

Fast Food (Quick Service Restaurants)

A fast food restaurant, also known as a quick service restaurant (QSR) within the industry, is a
specific type of restaurant that serves fast food cuisine and has minimal table service. The food
served in fast food restaurants is typically part of a “meat-sweet diet”, offered from a limited menu,
cooked in bulk in advance and kept hot, finished and packaged to order, and usually available
for take away, though seating may be provided. Fast food restaurants are typically part of
a restaurant chain or franchise operation that provides standardized ingredients and/or partially
prepared foods and supplies to each restaurant through controlled supply channels.
Variations on the fast food restaurant concept include fast casual restaurants and catering trucks.
Fast casual restaurants have higher sit-in ratios, offering a hybrid between counter-service typical
at fast food restaurants and a traditional table service restaurant. Catering trucks (also called food
trucks) often park just outside work sites and are popular with factory workers.
Fast food outlets have become popular with consumers for several reasons. One is that through
economies of scale in purchasing and producing food, these companies can deliver food to
consumers at a very low cost. In addition, although some people dislike fast food for its long
preserving tactics, it can be reassuring to a hungry person in a hurry or far from home.
There is a long history of fast food advertising campaigns, many of which are directed at
children. Fast food marketing largely focuses on children and teenagers. Popular methods of
advertising include television, product placement in toys, games, educational materials, songs, and
movies, character licensing and celebrity endorsements, and websites. Advertisements targeting
children mainly focus on free toys, movie tie-ins and other giveaways. Fast food restaurants use
kid’s meals with toys, kid friendly mascots, vibrant colors, and play areas to draw children toward
their products.

Grill room;

Grill Room is usually a smaller section in the Restaurant be it a Specialty Restaurant or a Coffee
Shop. The whole idea of this area is to promote the showmanship of the Chef. It bewilders the
psyche and the eyes of the customer or guests. It draws the attention of the guests and increases the
sales volume.
In this area, various vegetables and meats are displayed for better view and choice. The counter is
decorated with great aesthetics. It is made very presentable and captivating.
The guest can select meat or vegetable of their choice and get back to their tables. The guest is
served their desired food with accompaniments.

Banquets

Functions take place within banquet rooms (or outdoors) and are under the supervision and
responsibilities of the F&B Department.
The Banqueting Manager has the administrative control of all functions (applies to larger
Hotels/Resorts).
Banquet rooms consist of the actual functional room and may also feature pre-function areas for
registration or coffee breaks etc. Banquet rooms are suitable for both business and leisure groups
to hold; meetings, seminars, balls, weddings, anniversaries, etc.
Banquets can be very profitable and are a major revenue generating part of the hotel. In addition,
successful banquets have an impact on the property’s community relations and can influence the
number of rooms it sells to corporate accounts.
Banqueting allows great flexibility in pricing. High-volume food preparation assists to save money
and can reduce food and beverage cost. Moreover, food can be purchased on an “as needed” basis;
therefore, excessive funds are not tied up in the inventory.

Bar:

A bar is a retail business establishment that serves alcoholic beverages, such as beer, wine, liquor,
cocktails, and other beverages such as mineral water and soft drinks and often sell snack foods
such as potato chips (also known as crisps) or peanuts, for consumption on premises. Some types of
bars, such as pubs, may also serve food from a restaurant menu. The term “bar” also refers to the
counter top and area where drinks are served. The term “bar” is also derived from the metal or
wooden bar that is often located at feet along the length of the “bar”.
Bars provide stools or chairs that are placed at tables or counters for their patrons. Bars that offer
entertainment or live music are often referred to as music bars, live venues, or nightclubs. Types of
bars range from inexpensive dive bars to elegant places of entertainment, often accompanying
restaurants for dining.
Many bars have a discount period, designated a “happy hour” to encourage off-peak-time
patronage. Bars that fill to capacity sometimes implement a cover charge or a minimum drink
purchase requirement during their peak hours. Bars may have bouncers to ensure patrons are of
legal age, to eject drunk or belligerent patrons, and to collect cover charges. Such bars often feature
entertainment, which may be a live band, vocalist, comedian, or disc jockey playing recorded music.
The term “bar” is derived from the typically metal bar under the counter top under which drinks
are served. Patrons may sit or stand at the counter and be served by the bartender. Depending on
the size of a bar and its approach, alcohol may be served at the bar by bartenders, at tables by
servers, or by a combination of the two. The “back bar” is a set of shelves of glasses and bottles
behind that counter. In some establishments, the back bar is elaborately decorated with woodwork,
etched glass, mirrors, and lights.

Vending Machine
A vending machine is an automated machine that provides items such
as snacks, beverages, cigarettes etc to consumers after money, a credit card, or specially designed
card is inserted into the machine. Various types of food and snack vending machines exist in the
world. Food vending machines that provide shelf-stable foods such as chips, cookies, cakes and
other such snacks are common. Some food vending machines are refrigerated or frozen, such as for
chilled soft drinks and ice cream treats, and some machines provide hot food. Some unique food
vending machines exist that are specialized and less common, such as the French fry vending
machine and hot pizza vending machines, such as Let’s Pizza. A full-line vending company may set
up several types of vending machines that sell a wide range of products. Products may include
candy, cookies, chips, fresh fruit, milk, cold food, coffee and other hot drinks, bottles, cans of soda,
and even frozen products like ice cream. It has an advantage to the vendor because it virtually
eliminates the need for a bill changer. Larger corporations with cafeterias will often request full line
vending with food service.

Discotheque

A discotheque, nightclub, music club or club, is an entertainment venue and bar that usually
operates late into the night. A nightclub is generally distinguished from regular bars, pubs or
taverns by the inclusion of a stage for live music, one or more dance floor areas and a DJ booth,
where a DJ plays recorded music. The upmarket nature of nightclubs can be seen in the inclusion of
VIP areas in some nightclubs, for celebrities and their guests. Nightclubs are much more likely than
pubs or sports bars to use bouncers to screen prospective club-goers for entry. Some nightclub
bouncers do not admit people with informal clothing or gang apparel as part of a dress code. The
busiest nights for a nightclub are Friday and Saturday night. Most clubs or club nights cater to
certain music genres, such as house music or hip hop.

Ancilliary Departments

Pantry

Still Room or a Pantry is a spacious area at the back of a restaurant which fulfills the need of storage
space for enormous pots of coffee, tea, milk and sugar mostly EPNS (electro plated nickel silver)
and Pearl China. It always provides space for dirty-dish landing table for cups and saucers along
with an automatic dish washing machine.
There is another separate dish landing table provided for dirty plates and cutlery with a separate
dish washing machine.
Still room also includes racks for keeping tea pots, coffee pots, creamer, sugar pots and dispensers
like espresso machines, coffee brewing machine, tea dispenser, cona coffee apparatus, milk warmer
etc.
Equipments such as emulsifier, liquidiser, blender, deep freezer, ice shaver and crusher, ice cuber
maker etc. can also be found in Pantry.

Food Pickup Area

Food Pick up Area is the area that connects the Kitchen to the Restaurant from the back-side. This
area is an inter link between the Kitchen staff and Service staff and requires proper management
for smoothly functioning of the Restaurant.
A Chef often referred to as ‘Barker’ is responsible for shouting the orders that are prepared and
ready to be picked so as to inform the servers about it.
It is called a Food Pick up area or Pass counter as the servers pick up the food items ordered by the
guests at their table from here.
The area is also used for keeping KOTs so as to tally pending orders and track orders that have been
picked up by the servers.
This area also requires a F&B Staff who can reassure that there are no pending orders, the food is
delivered on time by the kitchen and the servers pick up the right order for their tables.

Store

Stores are an integral part of any food and beverage service areas. Therefore, no matter how
efficient an organization operations maybe, bad storage condition and procedures would have an
adverse affect on standard of food or drink sold. Eventually this would result in organizations to
failing to achieve their required cost and profit targets. The purpose of efficient store is to maintain
materials or commodities in the condition in which they are purchased and for them to be safe until
they are issued for the use or sale to the customer.
The ideal location of a store is near if not immediately adjacent to the receiving station and the
kitchen. If not possible, then additional equipment and manpower would be required or alternative
is use of conveyor belt for carrying the load.
it is imperative that the store be well ventilated and not overheated. Hot water and steam pipes are
a menace and should be heavily insulated. High temps play havoc with canned food. The floor
should be of a material that can take heavy trucking without breaking with a slant towards a drain.
Strict sanitation methods to be used to keep food free from vermin. Shelving made of stainless steel
with adjustable shelves depth –18 inch. Items used frequently should be placed near the exit door.
The size of the store depends upon its location. There is a definite relationship between inventories
and usage. The layout and design of the store must also incorporate security; goods should come
into the store through a separate entrance direct from loading bay. A counter should be provided
for issuing goods and to keep unauthorized personnel onto the store to minimize any risk of
pilferage. Door should have heavy secure locks and windows bared as a preventive measure against
burglary. Liquor stores wine cellars will need extra physical security systems due to high value of
liquor stocks. Some large establishments used closed circuit television surveillance techniques for
this purpose.
Large scale (weighing machine), small scale, stout ladder, trolleys, skids, cabinet, heavy work tables
are some basic store equipments.
In large establishments where specific stores personnel are employed it is possible for the stores to
be open most of the day. All staff should be informed about the opening hours and be made aware
that issues are made only at these times. Emergency procedure must also exist for the issuing of
stores. Keys to the stores should never leave the premises and staff who are responsible should be
require to sign for keys each time they are issued in an official key log book.

Linen Room

Most hotels do not have a separate Linen room for Restaurant. The main Centralized Linen Room,
controlled by Housekeeping Department is responsible for providing clean linen to Restaurants
time to time.
The linen from Restaurants comprises of dinner napkins, cocktail napkins, table clothes, table
runners etc.
The dirty linen is collected in a dirty linen bag until it reaches a threshold frequency. The F & B staff
then takes the dirty linen bag to Laundry where it is counted by the Laundry staff. The receipt of the
same is given to the F & B Staff detailing the type and number of dirty linen received from the
particular F & B Outlet.
The F & B Staff can now show the same receipt to the Linen Room in-charge and collect the fresh
linen against it.

Kitchen Stewarding

Kitchen stewarding is the backbone of any restaurant. A kitchen steward would be responsible
for cleaning and organizing
dishes, taking stock of inventory, maintaining hygiene and quality in the kitchen and restaurant,
keeping a tab on breakage and replacements of various cutlery, crockery and equipments.

Kitchen stewarding operations:-

• Gathers all dirty dishware from tubs brought to the still room, rinses and stacks in dish racks,
always clearing dishes of leftovers and trash in order to prepare for automated washing.
• Unloads clean dishes from racks after being processed through dish machine, inspects for
cleanliness and carefully stacks in specified carts and shelves for the easy use by restaurant and
kitchen staff.
• Manually scrubs pots, pans and other kitchen equipment that cannot be washed automatically,
using detergents, scourers, and special solutions as required. Inspects for cleanliness, manually
dries with hand towels, and puts
away in correct places.
• Manually polishes all silver, stainless steel and pewter used in food service, using standard
polishing cloth and products, in order to present clean and attractive equipment to diners.
• Maintains the automatic dish washing equipment in good condition and working order in
accordance with manufacturers’ instructions in order to prolong the life of the equipment, prevent
breakdowns and to meet mandated health compliance regulations.
• Keeps the still room in clean and orderly condition at all times by sweeping, mopping, emptying
trash, wiping counters and equipment and organizing shelves in order to maintain a sanitary work
station and to meet mandated
health compliance requirements.
• Mops floors as requested and at end of each shift, cleans all kitchen work surfaces as regularly
scheduled by manager including walls, ceilings, hoods, vents and ovens.
• Gathers all trash cans from work areas at end of each shift and empties into outside trash
compactor.
• Sweeps loading dock and kitchen entrance areas, clearing litter and debris to trash bins, for the
safety of employees and purveyors.
• Performs other duties as assigned, requested or deemed necessary by management.

Cutlery implies implements used for cutting and eating food. It includes knife, fork and spoon.
There are different types of knives, forks and spoons. A complete cutlery set may include butter
knife, soup spoon, seafood fork etc.

Knife
Different knives are designed to serve specific tasks. Choosing the right knife makes it easier to
perform that task. A knife can be designed for striking, chopping, tearing, dicing, spreading, carving
or slicing. The difference lies in the blade of the knife whether it is pointed, blunt, serrated etc.
Dull blades are used to cut soft or cooked food while serrated knives are easy to cut meat. Non-
serrated steak knives allow for a cleaner cut while pointed knives help in cutting or paring fruits.
Knife with a broad flat blade is suitable for eating fish while knife with blunt ends is used to spread
butter, cheese spreads, marmalades etc.
Dinner knife

Dinner knife is sized between 9 ½ and 10 inches. It is used to cut and push food. It also serves as a
replacement for salad knife if latter is not available.
Steak knife
A steak knife can be used in place of dinner knife or in addition to it. It can be serrated or non-
serrated depending on specific steak cuts. It is usually four to six inches long.
Luncheon knife
Slightly smaller than dinner knife, luncheon knife is used with luncheon plate to suit the size of the
plate. Dinner knife is equally acceptable when luncheon knife is not available.
Fish knife

Fish knife is used when fish is served for dinner. Fish knife measures 8 ¾ inches with a wide blade
and dull edge. The tip of fish knife aids in separating layers of fish and lift bones.
Dessert knife

Dessert knife can be used for dessert, fresh or candied fruit. It can be used to cut cakes and pastries.
It goes together with the dessert spoon.
Fruit knife

Measuring between 6 ½ and 7 ¼ inches, fruit knife has a pointed tip and a narrow straight. The
blade can be serrated or slightly curved. It is meant to cut and peel fruits.
Butter knife

Small in size at 5 to 6 inches, butter knife has a rounded point so that it does not scrape the bread
while spreading butter. Dinner knife is equally acceptable if butter knife is not available.
Spoons
Spoons are used to transfer food from platter or bowl to mouth. There are different types of spoon
for specific tasks.
Teaspoon : It is meant for stirring coffee, tea, soups and eating.
Tablespoon : A tablespoon is bigger than a teaspoon and is used for serving food from serving
bowls.
Place spoon : It is an all-purpose spoon bigger than a teaspoon but smaller than a tablespoon.
Soup spoon : A large rounded spoon used for eating soup. An oval spoon is used in case soup
contains meat, vegetables, bread crumbs etc.
Dessert spoon : It is used for eating sweet dishes and puddings.
Sundae spoon : Long spoons to reach the bottom of sundae glass and eat liquid or semi-liquid food
like ice-cream toppings, floats, jelly etc.
Fruit spoon : Fruit spoon has an elongated bowl and a pointed tip that aids in cutting fruit and
eating fruits like grapes, oranges and melons.
 Forks
The two-tined fork is used cut meat while there or four-tined fork has other uses.
Dinner fork : Meant for the main course, dinner fork measures around seven inches.
Salad fork : Used for eating salad, in salad fork outer tines are notched, wider and longer than inner
tines. It is six inches in length.
Forks with extra long tines : Such forks are meant for eating spaghetti, noodles.
Dessert fork : It is used for eating cake, pies and pastries. It is more or less similar to salad fork.
Fish fork : It is used for holding and serving fish. Tines are uniform in width and length.
Sea food fork : Sea food fork is ideal for eating crustaceans. Also called crab fork, lobster fork, it
serves two purposes. The double-pronged slim end is used to pick sea food while the curved
scraper is used to scoop out the meat.

Crockery

The crockery must blend in with general décor of the establishments and also with the rest of the
items on the table. An establishment generally uses one design pattern of crockery, but when an
establishment has a number of different service areas it is easier, from the control point of view, to
have a different design in each service area.
China is a term used for crockery whether bone china (expensive and fine), earthenware (opaque
and cheaper) or vitrified (metallized). Most catering crockery used nowadays tends to be vitrified
earthenware, which is very durable and have been strengthened. Chinaware is made of silica, soda
ash, and china clay, glazed to give a fine finish. Chinaware is more resistant to heat than glassware
and can be found in different colours and designs which are always coated with glaze.
Classification of Crockery
 Bone china
 Porcelain
 Earthenware
 Stoneware
 Alumina
 Melamine
 Terracotta
Bone china
Bone china is porcelain made of clay mixed with bone ash. This is very fine, hard china that is very
expensive. The decorations are to be found under the glaze only. The price of bone china puts it out
of reach of the majority of everyday caterers, and only a few of the top-class hotels and restaurants
would use it. The range of design, pattern and colour is very wide and there is something to suit all
occasions and situations.
Best restaurants near me
Image of Bone China

Porcelain
Porcelain is a ceramic material made by heating selected and refined materials, which often
includes clay of kaolinite clay, to high temperatures. The raw materials for porcelain, when mixed
with water, form a plastic body that can be worked to a required shape before firing in a kiln at
temperatures between 1200°C and 1400°C. The toughness, strength, and translucence of porcelain
arise mainly from the formation of glass at high temperatures and the mineral malate within the
fired body.

Image of Porcelain

Earthenware
Earthenware may sometimes be as thin as bone china and other porcelains, though it is not
translucent and is more easily chipped. Earthenware is also less strong, less tough, and more
porous than stoneware, but its low cost and easier working compensate for these deficiencies. Due
to its higher porosity, earthenware must usually be glazed in order to be watertight.

Image of Earthenware

Stoneware
Stoneware is hard pottery made from siliceous paste fired at high temperature to vitrify (make
glassy) the body. Stoneware is heavier and more opaque than porcelain. The usual colour of fired
stoneware tends to be greyish, though there may be a wide range of colours, depending on the clay.
It has been produced in China since ancient times and is the forerunner of Chinese porcelain.

Image showing Stoneware

Alumina
Alumina enriched crockery can normally be spotted due to its creamy colour. Alumina is an oxide of
aluminium which is added to the clay to give it additional strength. Though the addition of alumina
makes the crockery more expensive than standard porcelain, it is generally cheaper than bone
china, making it a popular alternative.
 Image Showing Alumina Ceramic Plate

Melamine
Melamine is a strong, lightweight and hard thermosetting plastic. It is used as an ideal hygienic and
durable alternative to china. It is virtually unbreakable so is considered for daily use and it can also
resist scratching, staining and is dishwasher safe.

Image showing Melamine Crockery

Terracotta
Terracotta is a traditional Spanish material often used in both oven & tableware. It has unique
properties that react with acidic foods such as tomato sauce, giving natural sweetness to the meal.
Its colour can instantly be recognised and is often associated with Mediterranean cooking.
 Image Showing Terracotta
Crockery

Types of Crockery

Image
Showing Types of Crockery

Different types of crockery & their sizes

 Different types of crockery & their sizes
S.no Name Size Uses Notes

It is also known
as B&B Plate
Quarter Used to keep bread, cheese or as an
1. 15cm D (bread & butter,
Plate underliner
underplate, side
Plate

It is also known
Used to serve starters, pasta, dessert, fish
2. Half Plate 20 cm D as a dessert plate,
etc
fish plate

It is also known
as a dinner plate,
3. Full Plate 25cm D Used to serve the main course
joint plate, meat
plate.

4. Soup bowl 250ml Used to serve soup, breakfast cereals

It is also known
as consommé cup
5. Soup cup 250ml Used to serve thin soup
& has two
handles.

The half plate is

used as an
6. Soup Plate 20 cm D Used to serve both thick & thin soup underliner. It’s
not in use
nowadays.

Breakfast 240-300 ml Used to serve all Tea & coffee during

7.
cup (8-10 Fl oz) breakfast

200 ml
8. Tea Cup Used to serve tea during the day
(6^2/3Fl oz)

It is also known
9. Coffee cup 97-100 ml Used to serve coffee after lunch or dinner
as demi-tasse.

Dessert
10. 18 cm D used for the service of desserts.
plate

used for the service of cereals (cornflakes,

Cereal
11. 13 cm D wheat flakes, choco flakes, etc),
Bowl
puddings, compotes

Cheese
12. 16 cm D used for the service of cheese and biscuits
plate

Other chinaware
 Salad cresent
 Egg cup
 Ashtray
 Creamer
 Coffee/teapot
 Sugar basin
 Milk jug
Points to be considered while purchasing crockery
 Type of service being offered
 Type of customer
 Design
 Flexibility of use
 Durability
 Ease of maintenance
 Stackability
 Cost and funds available
 Availability in the future-replacements
 Storage
 Shape
 The psychological effect on customers
 Crockery should have a rolled edge which will give added reinforcement at the edge.
 The pattern should be under the glaze because the pattern on top of the glaze will wear out &
discolour quickly.
Points should be considered while selecting the chinaware
 Plates should have complete and even glaze.
 Pattern or design should be underglaze so that it is protected and does not wear out with repeated
washing.
 Suitable for multiple purposes, for example, using bowls for soups and breakfast cereals, half-plate
for the appetizer, fish, vegetables, savoury, and sweet.
 Stackable up to 30 plates or saucers in one pile
 Suitable for machine washing
 Plates should have rolled edge to resist chipping
 Lightweight
 Suitable for microwave application
 Resistant to high temperatures of 85 °C

Glassware
F&B service outlet uses a variety of glasses for different types of drinks. It is the most delicate and
expensive of all equipment hence should be treated accordingly. Glasses are made using glass and
other substances which are heated at a very high temperature to form a molten mass, which is
either then blown or molded into different shapes.

Types of Glasses
Size
(1fl
S.no Name of the Glass oz = Uses
28.4
ml)

4-12 Used for all kind

1 Cocktail glass
fl oz of cocktails

Used to serve all

2 Pony tumbler/ juice glass 4 fl oz
kind of juices

8-10 Used to serve

3 High ball glass
fl oz water

10-12 Used to serve

4 Beer mug
fl oz beer
 10-12 Used to serve
5 Beer goblet
fl oz beer

Used to serve
8-10
6 Brandy balloon/snifter brandy or
fl oz
liqueurs

Used to serve
6-8 fl
7 Champagne (saucer/ flute/ tulip) champagne or
oz
sparkling wine

8-10 Used to serve

8 Water goblet
fl oz water

Used to serve the

10-14
9 Pilsner cocktail, juices,
fl oz
and beer

Used to serve
1.75fl
10 Sherry capita sherry or other
oz
sweet wine

Used mainly to
11 Old fashion glass 8 fl oz
serve whiskey

8-14 Used to serve red

12 Red wine glass
fl oz wine

8-14 Used to serve

13 White wine glass
fl oz white wine

Used to serve
14 Tequila shot glass 1 fl oz
tequila

Used to serve
15 Vodka shot glass 1 fl oz
vodka

Margarita
5-6 fl Used to serve
16
oz cocktails
Flatware & Holloware
Flatwares
Flatwares are any equipment that is used to cut or pick food and has a flat surface.
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The purpose of these types of equipment is to cut, pick or tear food while eating.

Examples: – Spoons, Forks, Knives, etc.

Hollowwares
Hollowwares are equipment such as sugar bowls, creamers, coffee pots, teapots, soup tureens, hot
food covers, water jugs, platters, butter pat plates, and other items that go with the flatware on a
table. It does not include cutlery or other metal utensils. Hollowware is used to hold food and must
have a hollow space.

me Uses Storage Area

For transporting cutlery, glassware, hollowware.

Tray Side Board
Dishes, and so on. Rectangular shape.

For transporting glassware, drinks, coffee, and tea

Salvers Side Board
service. Round shape

Water Jug For the service of water. Side Board

For portioning out dishes and taking to guests

Entrée dishes Hot Plate/ pick-up counter
‘table. Different portion sizes are available.

For transporting food to the guest table.

Platter Hot Plate
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Cane basket for holding bread rolls/bread, Indian

Bread Basket breads such as roti, naan, kulcha, and so on. Lined Pantry
with aluminum foil or napkin

To hold butter cubes or curls. Placed on table just

Butter Dish Side Board
before service.

Butter Knife Comes with butter dish. Used for taking butter. Side Board
 Salt and pepper cellars. Salt cellar has few holes
Cruets and the pepper many. Mustard pot is also a part of Side Board
cruets. Few establishments keep this on table.

For keeping small flower arrangement on the

Bud Base Still Room
dining table.

Menu Stand To hold table d’ hote menu card. Side Board

Small-sized piece of metal with number printed,

Table Number Side Board
kept on the table.

For cigarette or cigar ash. Not kept on dining table

Ashtray beforehand. Placed just before coffee service or Side Board
when customers want to smoke.

For holding large quantities of soup, to portion out

Tureens Pantry
into soup bowls at the table.

Soup Ladle To serve soup form the tureen. Pantry

Sauce Boats To present accompanying sauces and serve. Pantry

Sauce Ladle To serve the sauce from the sauce boat. Pantry

Wine Cooler To hold ice shavings to keep white wine chilled. Pantry

Wine Cradle To hold red wine bottle. Side board

Decanter To decant red wine. Pantry

To serve carafe wine and to hold carbonated

Carafe Pantry
water.

Coffee Pot Tall slender pot to hold coffee. Pantry

Tea Pot Short, stout pot to hold tea. Pantry

Tea Strainer To strain tea. Pantry

Creamer/ Milk
To hold milk and cream. Pantry
Jug

Sugar Bowl To hold sugar cubes/granulated sugar. Pantry

Sugar Tongs To pick up sugar cube. Pantry

To present toasts. It is a rack with 8-10 slots to

Toast Rack Pantry
hold toasts.

Preserves Dish To hold preserves-jam, marmalade, honey. Pantry

Preserves
For taking preserves. Pantry
Spoon

Made of thick cloth and cotton used to cover the

Cosy Pantry
tea and coffee pots during service to retain heat.

Candle Stand For holding candles. Placed on the dining table. Pantry
Fruit Stand To display fresh fruit. Pantry

Straw Holder For holding straws. Placed on the dining table. Pantry

To keep food warm during service by using chemi-

Chafing Dish Pantry
fuel/gas /electricity

Wooden /glass /china bowl, to dress & serve

Salad Bowls Pantry
salads.

Kept on cheese board/trolley to cut and pick

Cheese Knife Pantry
cheese.

Grapefruit Used with grapefruit. Tea spoon can be

Pantry
Spoon substituted.

Used with caviar. Slightly curved blade. Fish knife

Caviar knife Pantry
can be substituted.

Carving Knife & Found on carving trolley or sideboard. Used for

Pantry
Fork carving joints of meat, poultry, and game.

Snail Dish Round dish with 8-10 indentations to hold snails. Pantry

Snail Fork A two-prong fork, used to pick flesh from shells. Pantry

Snail Tongs To pick and hold snails. Pantry

Oyster Fork To open oyster shells. Pantry

Grape Scissors To hold and cut bunch of grapes. Pantry

A long-handled fork with two prongs. Used to dip

Fondue Fork cubes of meat, bread, and so on, in hot oil or Pantry
melted cheese. Fondu in French means melted.

hree pronged fork, left prong being broader than

Pastry Fork Pantry
the other two. Used to cut and eat pastries.

Used for serving pastries/cake. Found on a

Gateaux Slice Pantry
gateaux trolley/tray.

Corn on the Cob Trident-shaped equipment pierced into the cob

Pantry
Holder while serving.

Nut Cracker Used to crack walnut, almonds and so on. Pantry

Earthenware dish, eggs are cooked and presented

Cocotte Dish Main kitchen
in the same dish.

Bowls containing chilli vinegar, soya sauce, and

Chinese Cruet Sideboards
chilli sauce. Offered with Chinese Dishes.

Ice Cream
To scoop out and serve ice cream. Pantry/still room
Scoop

Pastry tongs To pick and serve pastries. Pantry

 Toothpick
To hold toothpicks Sideboards
Stand

Egg Stand To serve boiled egg. Still room

Oval or rectangular dish used for presenting hors

Ravier Garde manger/main kitchen
d’ oeuvres, pastas, rice, and so on.

Used for baked eggs, custards, soufflés. Available

Ramekin Sweet section
in various sizes.

Coupe Used for fruit and sea food cocktails and ice cream. Pantry/garde manger

Lobster
To crack claws of lobster. Pantry
Cracker

Lobster Pick To pick flesh of lobster. Pantry

Corkscrew Use for opening the wine bottle Sideboards

Salad Plate Crescent-shaped plate, used for serving salads. Pantry/garde manger

Classification (Nourishing, Stimulating and Refreshing beverages)

Non- alcoholic beverage is a potable liquid that has either no ethyl alcohol in it or the alcohol
percentage is less than 0.5% by volume.
Classification Of Non-alcoholic Beverage
Stimulating drink/beverage:
These are consumed to stimulate our mental and physical activities. Eg. Tea and coffee
 Refreshing drink/beverage:
These are drinks that are taken to make up for the fluid loss (due to perspiration) of our body. Eg.
Nimbu Pani, water, syrups, soft drinks, tonic water, etc.
Nourishing drink/ beverage:
Beverage consumed to provide nutrients to the body. Ex. Milk-based products like a milkshake,
chocolate drinks, juices, etc.

Tea

Tea is one of the most consumed non-alcoholic aromatic beverages.

It is prepared from the leaf bud and top leaves of a tropical evergreen bush called Camellia Sinesis.
It produces what is regarded as a healthy beverage containing approximately only half the caffeine
of coffee and at the same time, it aids muscle relaxation and stimulates the central nervous system.
Origin
Tea was discovered by accident over 5000 years when leaves from a tea bush accidentally dropped
into some boiling water and delicately flavored the drink. Tea was originally drunk for its medicinal
benefits and it was not until the 1700’s that it began to be consumed as the delicious beverage that
we know today.
Producing Countries
Tea is grown in more than 25 countries around the world. The crop benefits from acidic soil and
warm climate and where there is at least 130cm of rain a year. It is an annual crop and its flavor,
quality, and character are affected by the location, altitude, type of soil and the climate.
The main tea producing countries are:
 India: It is the largest producer
 China
 Sri Lanka
 East Africa (Kenya, Zimbabwe, Tanzania)
 Indonesia
Blend
The word blend indicates that a named tea in the market is up for sale may be composed for a
variety of tea to produce one marketable product acceptable to the average consumer’s palate, for
eg. a standard tea may be a blend of Indian Tea for strength, African tea for color and Chinese tea
for flavor and delicacy.
Storage
Tea should be stored in the following manner
 In a dry, cleaned and covered container
 In a well-ventilated area
 Away from excess moisture
 Must not be kept near any strong-smelling food as tea absorbs odor very quickly
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Making of Tea
 Tea is an infusion and thus maximum flavor is required from the brew. Few rules to be followed
are-
 Ensure all equipment used are clean
 Heat the teapot before putting in the dry tea so that the maximum heat can be obtained from the
brew
 Measure the dry tea and freshly drawn cold water exactly
 Use freshly boiled water
 Make sure that the water is boiling on entering the pot
 Allow it to brew for 3-4 minutes, to obtain maximum strength from the brew
 Remove the tea leaves at the end of this period if making in multi-pot insulated urns
Different Types of Tea and Their Style of Service
Indian or Ceylon blend:
It can be made in either china or metal teapots. Usually, both are offered with milk. Sugar would be
offered separately.
China:
This is made from a special blend of tea which is more delicate in flavor and perfume than any other
tea but lacks body. Less dry tea is required than for making Indian or Ceylon tea. It is made in the
normal way and is best made in a china teapot. The addition of a slice of lemon improves flavor.
Generally, china tea should not be served with milk but sugar may be offered.
Russian or lemon blend:
This may be brewed from a similar blend to china tea, but more often it is made from Indian or
Ceylon tea. It is made in a normal way and served with a slice of lemon.
Iced Tea:
Make a strong tea and chill it well. This tea may be strained and stored chill till required.
Multi Pots:
On occasions like reception, tea breaks, etc tea is made well in advance.
Specialty Tea
Assam Tea:
It is rich and has a full malty flavor. Suitable for service at breakfast and is served with milk
Darjeeling Tea:
A delicate tea with grape flavor and known as the ‘Champagne of teas’. Usually served as an
afternoon or evening tea with either lemon or little milk if preferred.
Earl Grey Tea:
A blend of Darjeeling and china tea, flavored with oil of bergamot. Usually served with lemon or
milk.
Jasmine:
A green tea that is dried with jasmine. It blossoms and produces a tea that has a scented flavor.
Kenya tea:
This tea is referred to as” refreshing tea”. It is served with milk.
Lapsangsauchang:
 It is smoky, pungent, perfumed tea. It is delicate to the palate and is said to have acquired taste and
is served with lemon.
Tisanes:
It is a fruit-flavored tea and has herbal infusions. It is used for medicinal purposes and is gaining
popularity since the trend is towards healthy eating and drinking. Often these so not contain
caffeine.
Srilanka makes a pale golden tea with good flavor. Ceylon blend is still used as a trading name,
served with lemon and milk.
CTC:
Machinery processed tea, usually from Assam, Sri Lanka and parts of Africa and South America. The
processing has three stages (crush, tear, curl or cut, tear, curl), hence the name “CTC” tea. The
resultant product looks like small pellets of (usually black) tea. It produces a very strongly flavored,
quickly infusing tea that is often used in teabags.
Tea Brands:
Lipton
Tetley (Tata Global Beverages)
Twinings (Associated British Foods)
Dilmah
Madame Flavour
T2
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Coffee

Coffee is naturally grown in many countries of the tropical and sub-tropical belt in South and
Central America and Asia. It grows in different altitudes in different climates and different soil and
is looked upon as an international drink consumed throughout the world.

Brazil, Columbia, The Ivory Coast, and Indonesia are the first, second, third and fourth, largest
producers of coffee in the world respectively.
The coffee plants are the genus Coffea which belongs to the Rubiaceae family. The coffee plant is an
evergreen plant or a bush which is grown commercially in tropical climate throughout the world. It
requires not only a hot climate but also a high rainfall, rich soil and a relatively high altitude. The
coffee plant is unable to survive a wide variation of temperature or any other condition.
History of coffee
There is evidence to suggest that coffee trees were cultivated about 1000 years ago in Yemen. The
first commercial cultivation of coffee is thought to have been the Yemen district of Arabia in the
15thcentury. The first coffee house was opened in England in Oxford in 1650.
Three types of coffee plants are commercially used:
1. Coffea Arabica
2. Coffea Canephora
3. Coffea Liberica
 Coffee Production
It involves several steps as Processing, Milling, Roasting and more.
Processing
processing can be done by three different methods/process i.e Wet Process, Dry Process, Semi-Dry
Process.
Milling
Milling includes Hulling, Polishing, Cleaning & Sorting, Grading.
Other Steps
Aging and Decaffeination are the two other steps done after Grading.
Storage
Green coffee may be usable for several years, but it is vulnerable to quality degradation which
depends on how it is stored. Coffee that is poorly stored may develop a burlap-like taste known as
“bagginess”, and its positive qualities may fade. A gas barrier liner to jute bags is sometimes used to
preserve the quality of green coffee. Less frequently, green coffee is stored in vacuum packaging.
Roasting
Roasting and grinding are basically not part of production but almost all coffee sold to consumers
throughout the world is sold as roasted coffee.
Usually, there are four degrees of roasting Coffee: light, medium, medium-dark, and dark.
Grinding
Roasted coffee must be ground before it can be used to make the brew. Coffee is grounded to
different grades of fineness which suit the many different methods of brewing.
The most suitable grinds for some common methods of brewing coffee are-
Method Grounding Grade
 Filter Fine to medium
 Jug Coarse
 Turkish Pulverized
 Cafeteria Medium
 Vacuum Infusion Medium fine to fine
 Espresso Very fine
 Percolation Medium
Types Of Coffee
Instant Coffee:
It is a beverage derived from brewed coffee beans. Through various manufacturing processes, the
coffee is dehydrated into the form of powder or granules. These can be re-hydrated with hot water
or milk along with cream and sugar.
Filter Coffee:
Drip brew, or filter coffee, is a method for brewing coffee which involves pouring water
over roasted, ground coffee beans contained in a filter. Water seeps through the coffee, absorbing
its oils and essences, solely under gravity, and then passes through the bottom of the filter. The
used coffee grounds are retained in the filter with the liquid falling (dripping) into a collecting
vessel such as a carafe or pot. Ex. Indian filter coffee
Decaffeinated Coffee/ Decaf:
Coffee contains caffeine which is a stimulant. Decaffeinated coffee is made from beans after the
caffeine has been extracted and contains about 1-2% of caffeine.
Espresso:
It is a concentrated coffee beverage brewed by forcing hot water under pressure through finely-
ground coffee. Served without milk.
Café Au Lait:
This is the simple milk coffee where brewed coffee is added to milk in the ratio of 1:1 making it
much less intense in taste.
Cappuccino:
Usually equal parts espresso, steamed milk, and frothed milk, often with cinnamon or flaked
chocolate sprinkled on top.
Café Latte
Essentially, a single shot of espresso in steamed (not frothed) milk. The ratio of milk to coffee
should be about 3:1
Turkish Coffee:
Turkish Coffee is coffee prepared by boiling finely powdered roast coffee beans in a pot, possibly
with sugar, and serving it into a cup, where the dregs settle. The name describes the method of
preparation, not the raw material; there is no special Turkish variety of the coffee bean.
Irish Coffee:
It is a cocktail consisting of hot coffee, Irish whiskey, and sugar, stirred and topped with thick
cream. The coffee is drunk through the cream.