Food and beverage service management vũ an dân đại học mở hà nội

Hanoi Open University - Faculty of Tourism Food & Beverage Service Management Contents CHAPTER 1: OVERVIEW OF THE FOOD SERVICE INDUSTRY I Types of management and ownerships 1 Independents Chains Franchises II Types of commercial food service Fine Dining Family style Quick Service 4 Cafes Bar/Taverns Caterer III The recipe for success Effective management: Quality food and beverage: Consistency: Attentive service: Leisurely surrounding: Satisfactory value CHAPTER 2: ORGANIZING FOR FOOD SERVICE I Organization structure of food service operation: Job postions in food service operation: Organization chart of food service operation: 10 II Qualities required for Restaurant Manager 12 III Equipment and Utensils for service: 14 Tables: 14 Dining Chairs 17 Table mix: 17 Utensils: 17 Chapter 3: MENU MANAGEMENT 19 I Menu Planning 19 Composition of the meal 19 Types of menu: 22 Selecting menu items: 26 II Menu design 26 Focal point and Field of view: 26 Lay out: 27 III Evaluating the menu: 29 CHAPTER 4:SERVICE MANAGEMENT 33 I Service styles: 33 Buffet service: 33 Cafeteria service / Fast Food or Quick Food service 34 Room service: 35 Table service: 35 II Staffing for service 36 Determining opening hours: 36 Setting productivity standard: 37 TABLE OF CONTENT Planning workshift: 37 III Preparing for service (pre-opening) 38 Inspecting facilities: 38 Following reservation procedures: 38 Assigning food and beverage server stations: 38 Performing sidework: 40 Holding food & beverage server meetings: 40 IV Providing Guest Service: 40 Welcoming the Guest: 40 Cocktail: 41 Food order taking : 41 CHAPTER 5: BANQUET SERVICE MANAGEMENT 44 I The importance of banquets: 44 Greater profit: 44 Marketing opportunity: 44 II Banquet sales & reservation 45 Banquet sales: 45 Banquet reservation: 45 Banquet Contract (key points to include in a contract): 46 III Banquet Service 49 Preparing for service: 49 Serving the Banquet: 53 CHAPTER SANITATION AND SAFETY 56 A Food Sanitation 56 I Causes of unsafe food 56 Chemical poisoning: 56 Harmful microorganisms / germs: 57 II Preventative measures 59 Personal hygiene and health: 59 Follow procedures for safe food handling 60 Sanitation practices for food service and wares 61 III Sanitation for Food Service Areas and Kitchen 62 B Guest and Staff Safety 63 I Safety guidelines: 63 II Preventative Steps for Personal Injury 64 III Guest Safety 64 CHAPTER 7: BEVERAGE 66 A Non-alcoholic beverages (soft drinks) 66 B Alcoholic beverages 67 I Fermented beverages: 70 Wine: 70 Cider: 72 Malt beverage: 73 II Fermented and distilled beverage: 73 Grain spirits 73 Plant liquors 74 Fruit liquors 75 III Fermented, distilled and compounded beverages: 75 Liqueurs: 75 Gin: 76 Hanoi Open University - Faculty of Tourism Food & Beverage Service Management IV Cocktails 77 V Glassware for serving alcoholic beverage: 79 CHAPTER 8: COSTING AND PRICING 83 I Costing 83 Standard Recipes 83 Calculating standard cost 85 II Pricing 86 Subjective pricing methods: 86 Objective pricing methods: 87 CHAPTER 9: OPERATION BUDGET AND CVP ANALYSIS 91 I Operation budget 91 II Budget development: 91 Projecting revenue: 92 Determining profit requirements 92 Estimating expenses: 93 III Cost-Volume-Profit Analysis: 95 The use of Cost-Volume-Profit analysis: 95 The basic CVP equation: 95 Hanoi Open University - Faculty of Tourism Food & Beverage Service Management CHAPTER 1: OVERVIEW OF THE FOOD SERVICE INDUSTRY In this chapter students can have a quick view on different kinds of foods & beverage service operations which come in different names: restaurants, food courts, cafes, bistros, food stalls The kinds of operations have very strong impacts on the menu, style of service offered, decoration, staffing, pricing There is a popular saying among food service professionals: “Humanity is divided into two groups: people who eat to live and people who live to eat.” Likewise, food and beverage services might be classified into two types – “Those that exist to provide service and those that provide service to exist” The food and beverage service industry is divided into two basic segments: noncommercial or institutional food service operations and commercial food service operations Noncommercial or institutional food service operations exist in properties for which providing food and beverage service is not the primary purpose Examples are hospitals, universities and military installations The focus is on providing nutritionally balanced meals in large numbers, often while minimizing expenses Profit is not the end goal This refers to the concept of “exist to provide service” In contrast, the goal of commercial food service operations is to generate revenue in a cost effective manner in order to obtain profit Examples are freestanding restaurants, hotel dining rooms, coffee shops, quick-service restaurants and ice-cream stands This refers to the concept of “provide service to exist” This chapter, and this textbook, will focus on commercial establishments I Types of management and ownerships There are three basic types of commercial food service operations: independents, franchises, and chains Independents Independent restaurants are owned by the owner or owners who in most cases also operate them However, independent restaurants are statistically not as successful as other types The reason is that many people who enter the foodservice industry not have the skills or abilities to successfully operate such an establishment Chapter 1: OVERVIEW OF THE FOOD SERVICE INDUSTRY The advantages that an independent restaurateur has are in terms of flexibility and hands on management that allows the owner to implement change quickly and adjust to new trends and consumer behaviors He is “in charge” of the whole operation and does not have to follow rules made by franchisers or chains The disadvantages of an independent are in terms of limiting expenses and marketing capabilities The rates quoted by suppliers for purchases made by independents are never as good as for those quoted to franchises and chains who have many restaurants – hundreds or even thousands Bulk purchasing allows the franchise or chain restaurants to obtain discounts that cannot be accessed by an independent In terms of marketing, the independent relies heavily on word of mouth advertising through its customers or locally In most cases, it does not have the capital to invest in marketing strategies internationally, nationally or even regionally However, there are some independent restaurants that very well Chains Chain restaurants are a part of a multi-unit organization owned by a parent company, a franchise company, or by a private owner or owners Chains restaurants often share the same menu, purchase supplies and equipment cooperatively, and follow operating procedures that have been standardized for every restaurant in the chain Some people incorrectly believe that a chain and a franchise operation are the same; they are not While a franchise property may be affiliated with a chain, a chain property is not necessarily a franchise; it may be company-owned, for example In other words, a chain may operate some restaurants itself and franchise others or it may not offer franchises at all The advantages of the restaurant chains are some-what like franchises in terms of purchasing, marketing, and brand recognition In terms of control, a chain restaurant can measure how well each restaurant is doing by comparing each of the establishments in its organization Finally, chains can afford experts in finance, construction, operation, and recipe development Independent operators must handle must handle most, if not all, of these responsibilities themselves The disadvantages for operating restaurant chains are in terms of bureaucracy and sometimes overwhelming paperwork, rules and procedures that can slow things down, especially when chains grow Another disadvantage of restaurant chains is it can be difficult to keep up with changes in the market and economic conditions Hanoi Open University - Faculty of Tourism Food & Beverage Service Management Franchises Franchise is a concept that takes the form of an individual purchasing the rights to use a name of a recognized restaurant With a franchise, the franchisee (owner of a facility) pays fees to a franchiser (or franchise company) in exchange for the right to use the name, building design, and business methods of the franchiser The franchisee must agree to maintain the franchiser’s business and quality standards The advantages of operating a restaurant under a franchise name are the brand recognition, start-up assistance, training programs for management and staff, tested operating procedures that specify how things should be done, extensive advertising, and lower food costs due to volume purchasing by the chain Many consumers find it reassuring to go to a franchise because they know that the food quality and the service will be the same no matter what geographical location they may be in Disadvantages of entering into a franchise agreement are the strict limitations that are placed on the establishment If the franchiser wants to reduce prices or offer specials as part of a marketing campaign, the franchisee must so (some will compensate the franchisee, others will not) Also, in most cases all products must be purchased through the franchisor, which can result in price gouging Finally, the most prevailing disadvantage for many operators setting up a franchise restaurant is having little decision-making capabilities in terms of how the operation should be run With strict guidelines in place, the owner cannot respond to local conditions that an independent operator can II Types of commercial food service Commercial food service centers on providing an enjoyable experience for the guest It includes: fine dining, family, quick service, bars or taverns, coffee shops or cafes, bistros, cafeterias, independent caterers, etc Though the list can be endless in terms of labeling, each of these establishments serves food to a paying customer in one form or another, and some but not all, also serve alcoholic beverages (i.e liquor, wine, beer) All serve “soft drinks” (i.e soda pop like coke, mineral water, juices, coffee, tea, etc.) Fine Dining A fine dining restaurant can be distinguished by the high quality of furniture, fixtures, wares, etc that it has, along with the number of waitstaff per table and the type of service that is available Many fine dining restaurants will offer French or Russian service which is very labour intensive The atmosphere of the Chapter 1: OVERVIEW OF THE FOOD SERVICE INDUSTRY restaurant is one of elegance The prices to eat in this establishment are expensive due to the high labour and food costs that are incurred by the restaurant Alcoholic beverages are always served at these establishments, with a sommelier (wine expert) being present at most Family style This is the largest category for restaurants The range in this area goes from bistro style to a small roadhouse cafe A full menu is offered at this type of establishment and most offer different menus for different meal periods Some offer a “California style” menu where items that are usually served only for breakfast, lunch or dinner are offered all day Therefore, family style restaurants, along with fine dining, can also be named full-menu restaurants Plate service in family style restaurants is the predominant style of service due to the decreased number of waitstaff as compared to a fine dining establishment Quick Service Quick service restaurants offer a limited menu that can be produced quickly (“fast food”) This is the reason that this kind of restaurant is also known as a limited-menu restaurant Typically, customers go to a counter or drive to a service window (for drive-through one), order their food, and take it to the place where they consume it (in their car, at work, or at home) Most of these establishments not serve alcohol Quick service restaurants are inexpensive and operate on low food and labour costs Cafes Cafes or coffee shops have grown in popularity With people becoming more refined in their choice of coffee, a whole new market has been created for this product Usually set up in a casual manner and offering a variety of coffee styles, plus some finger foods (i.e sandwiches, pastries, croissants), cafes have become a major force in competing for the consumer dollar Bar/Taverns Bars and taverns are set up to serve alcohol Many offer food, but the main focus of the business is to provide beverages and music This type of operation creates an environment that is meant to be fun and in some ways sets up a feeling of escapism for the patrons who go there Caterer Caterers set up meals for groups differnt sizes A contract is signed between the customer and the caterer outlining the type of food and beverage to Hanoi Open University - Faculty of Tourism Food & Beverage Service Management be served, the style of service, and the price Many caterers prepare their food for off-site locations rather than at their establishment, thus there is a need to invest in equipment that can transport food safely CATEGORIZING FOOD SERVICE ESTABLISHMENT COMMERCIAL Hotel F&B operation (f&b outlet, banquets ) INSTITUTIONAL Freestanding Eating & Drinking Place Fine Dining Family Quick Service Cafes Hospitals Universities Military Bars Caterers Others III The recipe for success Good foods, good drinks and good service alone not always guarantee the success of a commercial restaurant There are many other factors need to be considered and combined as well Here are some of the main factors to look at: Effective management: Good food and effective service are essential but these factors by themselves cannot guarantee that a restaurant will be profitable Rather, they should go hand in hand with knowledgeable management of every aspect of the operation from menu preparation to beverage dispensing Effective management of food and beverage consists of three main elements: a Knowledge: In today’s highly competitive environment, a good knowledge on who the restaurant’s guests are, where they come from, and what motivate them is essential to success In addition, a good and effective manager must have thorough knowledge of the restaurant’s products, procedures, and employees b Coordination: the manager must be able to coordinate activities happening in the restaurant efficiently c Cost control: the success of an operation depends on the manager’s ability to monitor, plan, and control operating costs including costs for labour Chapter 1: OVERVIEW OF THE FOOD SERVICE INDUSTRY Quality food and beverage: One of the main reasons for guest to eat out is the food Quality food and beverage begin with quality ingredients Without good ingredients, even the best cook cannot produce good tasting meals The ultimate measurement of food quality is the guests’ satisfaction Of course, different people have different notions about what food tastes good and it is difficult to make all of them satisfied However, a successful operation is one that consistently satisfies the majority of guests Consistency: Good meals are prepared by skillful cooks A restaurant does not necessarily need a world-famous chef to serve good food, but menu planning and food preparation must be handled with knowledge and skill In addition, the quality of food must remain consistent from one day to the next This can be done by standardizing the way cooking is done (i.e recipes and methods are followed exactly) There must also be consistency in service Similar to cooking, this can also be done by standardizing the way of serving guest through Standard Operating Procedures (SOP) which should be incorporated in training, supervising and evaluation Attentive service: Food and beverage servers represent the operation to the guests Servers interact more frequently with guests than other employees, so the responsibility of providing an enjoyable experience for the guest rests in large part with them In many ways, an operation’s reputation and financial success depend on its wait staff Efficient, timely service is required to maintain the quality of many menu items Hot meals should be served hot and not allowed to cool down In addition, a friendly, warm welcome and attention to the smallest needs of guests improve both the dining experience and the image of the restaurant A skillful service staff is as important as food quality and preparation The level of service should correspond to the type and image of the food and beverage operation For example, guests expect the staff of a gourmet-style restaurant to be very well trained and highly disciplined Less service is expected in a fast food restaurant However, regardless of the restaurant type, guests should be served with as much promptness and courtesy as possible A smile is important Server sequence example for serving food (continued):  Use correct traffic pattern to go to table  Do not bump other tables or guests  Serve entrees Have order available to check  Serve in same sequence as the order was taken (ladies first)  Do not ask "Who ordered this?"  Serve food from the guest's left  Place entree in front of guest with main item closest to guest  Announce the name of each entree as served "Prime rib, medium rare .Stuffed flounder with asparagus spears .New York cut steak, well done."  Bring common condiments to table  Place condiments in center of table or near person ordering specific dishes  Offer beverage refills or more rolls  Ask guests politely if they need anything else "Would anyone care for steak sauce? Horseradish?" "Can I bring you anything else just now?" "Would you like another soft drink/cocktail, etc.?"  Smile and leave the table Say "enjoy your meal" Do not engage guests in needless conversation Make a smooth, quick departure "Enjoy your dinner I'll be back shortly to see if you need anything else." 115 4.5 Server sequence example for dessert:  Refill water glasses  Refill water once the glass is half empty  Do not spill water on table when refilling  Refill water from guest's right side with right hand  Pour wine that may have been ordered to accompany the meal  Pour wine from guest's right with right hand  Pour wine with proper rotation of bottle to prevent spilling  Refill wine when glass has approximately two ounces remaining  Clear all finished plates  Ask if guest is finished "Are you finished, Sir/Ma'am?"  Clear plates & silverware from the guest's right side  Clear everything except sugar bowl, dessert fork and teaspoons  Offer desserts and after dinner drinks  Ask guest appropriately if guest desires after dinner drinks or desserts  Upsell desserts and after dinner drinks "Mr Guest, this evening we are featuring Kona Coffee with a rich aromatic blend from Hawaii."  Watch for gestures from any member in the party  Check with guest for additional  Watch for direct eye contact needs  Listen for clearing of throat  Make self available for other needs  Watch for raised hands that the guest may have  Watch for guest lighting a cigarette "Mr Guest, may I get you something else?" "Mr Guest, you care for anything else?"  Respond to guest's needs 116 4.6 Server sequence example for presenting check:  Ask if guest wishes anything further  Process payment as required to be served  Carry cash with check on tray or "May I get you anything else?"  Carry charge card with check on tray to cashier  Review guest check  Fill out credit card voucher  Check to see that writing is legible completely  Make sure that all items are noted  Make sure proper date is recorded on and properly priced machine  Check to see that the correct  Emboss credit card on voucher or number of people in party is written  Have guest sign and print name on down back of guest check  Check to see that sales tax is  Request to see guest's room key properly computed  Record room number on guest check  Place check face down on small  Return change or credit card tray, a plate or check presenter voucher  Thank guest for dining with us "I will take care of this when you are  Provide guest receipt and change Thank the guest or ready." "Thank you for dining with us."  Return credit card voucher for signature  Place tray in appropriate location on table  Provide guest receipt  Thank the guest "Mr Guest, it has been our pleasure serving you." 117 4.7 Example of Room Service Procedure  Place items on tray in proper sequence  Necessary condiments  Flatware  Napkins  Correct plastic wrap A Silverware wrapped in napkin B Salt and pepper  Find out name of guest in room where delivery will be made  Deliver order to guest room  Knock firmly  Announce "Room Service" in clear, pleasant voice  Greet guest by name "Good morning /afternoon/ evening/,Mr Guest"  Ask where guest would like tray to be placed "Where would you like the tray placed?"  Place tray where guest specifies C Sugar and creamer D Flowers E Beverage (cup and coffee, teapot or glass /milk, soft drink or alcoholic  Collect payment beverage)  Tell guest the charge F.Other condiments as appropriate Catsup, "That will be $18.50, Mr Guest." "Thank mustard, butter you Your change is $1.50." G Large service plate (main entree)  Accept cash politely H Small service plate (toast, salad, soup)  Return change or I Dessert service plate  Excuse self to guest and go to kitchen to J Bread or roll basket get change or "Excuse me I will get your change from the  Cover items as appropriate  Plastic covers on drink glasses, salads, kitchen and be right back."  Have guest sign check desserts "You may sign right here, Mr Guest."  Covers on dinner plate  Accept tip politely  Napkins on bread/roll basket  Ask guest if anything else is needed Get additional item requested (extra and complete condiments, etc.)  Make sure weight is distributed evenly "Is there anything else I can bring you?" on tray to prevent accidents  Check order to make sure it is correct  Turn tray over to waiter  Check order against guest check for the  Thank the guest and leave politely "Thank you, Mr Guest Enjoy your dinner." following:  Correct food and beverage order 118 An example of full service procedure ASEAN INTERNATIONAL HOTEL RESTAURANT SERVICE SEQUENCE RECEIVING OF GUEST: To be performed either by the Food and Beverage Manager, Supervisor, or Receptionist Arrange the reception area before the guests arrival Check the reservation book and inform the Supervisor and chef, for reservation such as: a Name of the guests c Arrival time b Number of person d.Special requirement Stand with proper posture facing the entrance door Greet the guests according to time of the day: Good Afternoon Sir/Madam, a table for two (identify the number of persons coming in) Guests inquiries: a With reservation: ask the guests by: Sir, your name is Mr Jones, you reserved table for four, this way please b No reservation: Table for how many persons Sir/Madam & show the way & say, this way, please ESCORTING OF GUEST: Walk ahead at least meter apart Look backward, to ensure that the guests are still in a right way Once a while have to talk and ask what table they prefer Show the table, by using hand with open palm SEATING OF GUEST: Stand at the back of the chair Pull the chair enough for the guest can stand in between the chair and table Wait for the guests to position themselves Hold the side back chair Excuse yourself first before pushing the chair forward Lift the chair a little using both hands, extend right knee to move the chair forward Ask if the guests feel comfortable before leaving Offer the buffet or set menu, then, present the menu, ladies first Inform the guest for a pleasure meal: Have a nice meal 10 Adjust the table arrangement according to the number of guest MENU PRESENTATION: Let the guest have a rest for at least minutes or immediately offer for a drink, saying: May I offer you something to drink first or Would you like to have a drink first If guests order, then take the order and served after serving take the food order Stand at the right side of each guest Excuse your self first, specially, if the guests are talking to each other Present the menu at the right side of the guests, ladies first TAKING ORDER: BEVERAGE Give time for the guest to think and discussed the order Ladies first or the host of the guest Make a diagram to ensure the right order to the right person Clarify beverage order: Is this a separate bill or one bill 119 Beer: Brandy: (cold water on the side) What kind of beer? What kind of brandy? We have ! (name the By the bottle or can brandy) Single or double Soft drink: What kind of soft drink? J Walker: Coke, with or without lime Black or Red All soft drinks, with or without ice On the rock or straight up Single or double Juice: What kind of juice? Wine: What kind of wine? We have ! (name the Whisky: What kind of whisky? We have ! (name the wine) whisky) By the glass or bottle On the rock or straight up Double or single SERVICE: BEVERAGE Prepare the order slip, one for the cashier, one for the bar and last for waiter’s copy Arrange all beverages, glasses, coaster and napkin in the tray before service Stand at the right side of the guest, ladies first Excuse your self and name the order before presenting the drink Sequences: coaster - glass - pour - drink can on the side State: Enjoy your drinks TAKING ORDER: FOOD After serving the beverages, asked the guest: Excuse me, Sir/Madam Would you like to place your order now After serving the beverages, asked the guest: Excuse me, Sir/Madam Would you like to place your order now Identify the host of the group and asked him for the guests order or take order individually Make a diagram to be specific in serving the food Ladies first when taking order and serving Used service tray in transporting the food Clarify the food order: a What kind of cook they prepare b What sauce they prepared for food accompaniment c Number of serving d Sequence of the food service SERVICE: FOOD Prepare an order slip base on the guests order Present the order slip to concerned sections Serve the complimentary dish at the right side of the guest, ladies first Modify the table set up according to food order ( use big plate for re set up): a A la carte (western) - bread plate and knife b Soup and noodle - Chinese spoon c Rice – spoon d Steak or burger - steak knife & fork e Meat or fish - dinner knife and fork f Food used by finger - wash plate to set up g Food with bone - waste plate to set up h Fruit in big sliced - dessert spoon and fork other fruits need to used small knife i Dessert with sauce or Cake - small spoon and fork j Dessert by the glass - teaspoon Stand at the right side of the guests, ladies first Excuse yourself and state the name of the dish and serve according to food sequence Remind the guest, if the plate is hot Say: Hot plate 120 Sequence of food: Western Vietnamese - bread in basket and butter in dish - relishes - appetizer - soup - soup - cold dishes/salad - salad - main course/rice/noodle - main course - soup - dessert - dessert - coffee/tea - coffee/tea Or serve the food according to requested sequence 10 State: Enjoy your meal or Have a nice meal FOLLOW UP SERVICE: BEVERAGE Go around each table Pour the remaining beverage, if the glass already contains half Stand at the right side of the guest Excuse yourself and pour the remaining drink to the glass Take away the empty can or bottle immediately Used tray Before leaving offer another drink stating: Would you like to have another drink or may I offer another round of drink: a Guests order again, the same procedure in the Taking order and remove the empty glass b Guests already refuse, remove the empty glass c Guests order for different drink, new glass to serve unless guests refuse to change d Avoid having double glass on the table e New ordered beer new glass to use FOOD Ensure all the food ordered are served already Go around the table Asked the guest about the food Excuse yourself and state: Excuse me, Sir/Madam how’s your food Guest complained about the food: a Apologize immediately and listen to the complained b Never argue or try to explain about the problem c Removed the food, first asked permission, if it’s alright with the guest d Excuse your self and informed the Manager Guest comments must be note down for Manager and chef information and adjustment Guest order for the new dish, the same procedure with Taking Order CLEARING THE TABLE: Go around the table Excuse yourself and asked the guest: May I take it away our plate Stand at the right side of the guest and used right hand to remove the plate Used service tray in transporting the plates Offer a dessert to the host or guests, saying: Would you like to have a dessert or May I offer you a dessert a Guest order, then take the order same procedure as the food order b Set up the cutleries according to the ordered dessert after clearing the table and doing the bread crumbs Clear everything on the table, if the guest already finished eating: a Plates b Chopsticks or cutleries c Empty glasses d Salt and pepper shaker Still to remain are: 121 a Flower Vase b Ashtray c Toothpick Bread crumbing, used one plate and folded napkin to remove small food on the table Consistently change the ashtray when in use Only one cigarette butt change BILL PRESENTATION: The guests refuse to order more, then inform the cashier to prepare the bill Wait for the guest to asked for it Cashier has to present the bill to the staff Check the bill base on the order slip and the computation before presenting to the guest Insert the bill with pen to the bill folder Stand at the right side of the guest and present to the right side Stand backward while the guest is arranging the payment a CASH PAYMENT: Count the money and state to the guest: Sir/Madam you gave me $ , for a while, Sir/Madam you still have change and receipt b CREDIT CARD: Present the credit card to the cashier Cashier will clarify the validity of the card Cashier will write the amount on the card slip Insert the receipt, the card slip and pen to the folder Present to the right side of the guest Show to the guest, where to sign Return everything to the cashier, for identification of signature Cashier will return the card, duplicate receipt & the customer’s copy slip to the waiter All customer’s copy will be return together with the card and receipt c ROOM CHARGES: If guest is known, present the bill in the folder with pen inside After guest sign the bill, return the receipt to the cashier I guest request for a copy of the bill, then photocopy the bill for guests d MEMBERSHIP CARD or VIP CARD: Present the bill to the guest Guest settled the bill using membership card, before leaving to the guest asked the guest to sign the bill Get the bill together with bill and card Cashiers have to verify the membership card through HPC list and validity Upon approval, deduct the amount base on the card specification Issuance of guest copy: a Duplicate (pink) copy for the guest, if the settlement was made in cash b Triplicate (yellow) copy for the guest, if the settlement made by credit card or check (no personal check shall be accepted unless approved by the management) c Photocopy for the guest (in case guest required), if settlement made by city ledger or room charge Thank the guest and offer another service in the future, saying: Thank You Sir/Madam, hope to see you again BID GOOD BYE: Pull the chair when the guest is ready to leave Escort the guest up to the door Thank the guest and offer another service in the future, saying: Thank You Sir/Madam, hope to see you again Go back to the table, for checking, cleaning and re set up 122 4.9 Server sequence example for banquet setup:  Obtain and review banquet service  Place table arrangements order from Banquet/Catering or Food  Set flowers or centerpiece and Beverage Manager appropriately  Confirm table seating plan  Set candles on either side of  Confirm time banquet is scheduled centerpiece  Confirm guarantee for number of  Place sugar bowl and salt and pepper shakers people to be served  Place correct number of sugar bowls  Note number of people to be served in appropriate places  Note special audio-visual equipment  Place correct number of salt and requested pepper shakers in appropriate places  Ask supervisor any questions that Place ashtray and matches  arise from banquet service order  Place correct number of ashtrays  Check room to make sure it has been properly cleaned and vacuumed  Place matches and ashtray with logo facing up  Remove all unnecessary paper  Place base plates, underliners, butter  Vacuum room if needed plates and doilies  Tell supervisor of uncleaned rooms  Place correct number of base plates  Set up special equipment as requested  Place correct number of underliners on Banquet Service Order  Place correct number of butter plates  Audio-visual equipment  Place correct number of doilies  Portable bar 11 Place complete set of silverware  Set up setting at each place  Display racks  Set forks on the left of the place  Speaker podium setting  Easels  Set knife and spoons on the right of  Other the place setting  Obtain needed tables and chairs from  Set butter knife on butter plate storage areas 12 Place complete glassware at each  24" tables or Rounds setting  Place banquet tables in proper  Set water glass to the right of place location setting  Set chair 30 inches from back of the  Set appropriate wine glasses to the chair at the next table right of place settings  Set tables as per function sheet 13 Place napkins on base plate  Set tables and chairs in symmetry  Set napkins with proper flair facing  Drape tables with pre-determined the guest (when appropriate) colored linen 14 Place assorted crackers on table  Use appropriate linen 15 Place individual butter on ice on table  Use requested colors 16 Place dressing on table  Drape linen so it covers legs of table  Place dressing on table as last item and does not interfere with guests' before service begins movement  Place dressing on underliner 123 124 4.10 Server sequence example for banquet:  Serve first course  Serve salad course  Serve all tables simultaneously  Serve salad from the left of the guest  Serve when supervisor or maitre d’  Serve women gives signal first  Place to 10  Serve breads appetizers on  Pick up entrees tray from set up station  Carry tray to  Place lids on function room the plates  Set tray on tray  Balance plates rack on tray  Serve first  Carry tray to course from function room guest's left with left hand  Serve entrees  Serve women first  Serve entrees from guests' left  Clear first course  Serve women first  Clear from the right side of guest  Place soiled dishes, silverware and glasses on tray  Do not leave soiled dishes in function room  Return tray to breakdown station  Balance tray for easy transport  Carry tray without spilling  Serve women first  Serve soup course  Serve soup without spilling  Serve from left of guest  Serve women first  Serve requested beverage (ice, tea, milk, etc.)  Refill water glasses 11 Check each table for guest comfort and satisfaction  Ask guests if everything is all right  Refill water or wine glass from the right of guest  Change ashtrays  Look for cues from guests to further assist 12 Clear soiled entree dishes  Clear dishes and silverware from guests' right side  Leave dessert fork and teaspoon on table 13 Serve coffee and dessert  Serve coffee from guests' right side without spilling  Serve dessert from guests' left side  Serve women first 125 Hold bottle correctly  Do not shake bottle  Fold napkin & place in palm of left hand  Rest bottom of bottle on napkin in palm of left hand  Hold neck of bottle in right hand  Place label facing out Present wine to guest  Stand to right of guest  Hold bottle as in step1  Announce wine being presented "The bordeaux you ordered, Mr X." Cut foil off bottle  Place red wine (label toward guest) on napkin on table  Place white or rose in cooler (label toward guest)  Open knife portion of corkscrew  Cut foil below bulge in bottle neck  Wipe top of bottle with napkin Insert corkscrew into cork  Turn clockwise into cork  Turn corkscrew, not the bottle  Do not let corkscrew pierce the bottom of cork Remove cork without popping  Use fulcrum and lift slowly on lever  Pull cork slowly from bottle  Unscrew cork from spiral worm and inspect cork for aroma, deterioration and discoloration  Place cork to right of wine glass on table  Wipe bottle top with napkin  Pour oz for host's approval Pour wine for guests in party  Pour approximately ounces or until glass is 2/3 full  Pour in a continuous motion  Turn bottle ¼ turn while lifting to avoid drops  Pour from guests' right when possible  Move in a counterclockwise motion around table  Pour for the ladies first  Move in a clockwise motion and pour for men  Pour for host Replace bottle  If red wine Replace bottle on table with label out or Replace bottle on side car with label out  If white wine Replace bottle in cooler with label out 126 APPENDIX 6: TABLECLOTH Selecting Sizes One of the most important decisions you will make when purchasing tablecloths and napkins is selecting correct sizes It is more important for the property's layout to include as few table size variations as possible than to utilize every square foot of space Make architects and interior designers aware of the practical considerations you will have to deal with once their creation emerges as a flourishing food service outlet For example, if you use a variety of table sizes, laundry personnel and food servers will have difficulty keeping the various tablecloth sizes properly separated so that the wrong-sized covering is never placed on a table Over the years, manufacturers have produced tablecloth fabrics in standard widths by the quarter yard (9 inches) The standards are 36, 45, 54, 63, 72, 81, 90, and 108 inches Most dining tables are about 29 inches high While a high-check-average restaurant may wish to create a luxurious look by using tablecloths with a deep drop at the sides, the size of the cloth should not create a corner drop that touches the floor You can use a rather simple formula to determine the corner drop of a square tablecloth on a square table and adapt it to calculate the corner drop of a square cloth on a round table 1/2 Commonly preferred and acceptable drops range from about inches to 13 inches at the sides; however, in order to use one size cloth on two different tables, it is necessary to compromise at as 1/2 little as inches and up to 15 inches Shrinkage allowances for most fabrics of natural fibers average about 8% in length and about 4% in width Crash fabrics may slightly exceed those figures Fabrics woven in polyester and natural fiber blends shrink less, usually about to 3% in length and a negligible factor in width; 100% polyester has virtually no shrinkage Determining Quantities Among your most important tasks when buying table linens is the determination of correct quantities Overbuying is costly but if you buy too few linens you will constantly strain to have enough on hand for each meal You must allow for breakdowns at the laundry, whether you use an outside laundry or one on your own premises You should also consider the possibility that a holiday weekend could disrupt your normal flow To arrive at the most efficient number of table linens you need to purchase for each table size, try this method: determine the number of turnovers you expect at each table during each meal on each day If you expect 21/2 turnovers at breakfast, at lunch, and at dinner, your daily turnover is 21/2 + + 1, or 1/2 Next, determine your laundry factor If you operate days a week, but the laundry operates only days, you will need an extra day's complement of linens to compensate You will also need to make allowances if the laundry makes deliveries only two or three times a week Let's take a hypothetical dining room which operates at turnovers per day, days a week, but the laundry services it only days a week Let's assume that we have 20 tables, all the same size, and that we seat a total of 80 people at each turn We need tablecloths per table for today, plus on the shelf for tomorrow, plus that are in the laundry In addition, we must buy enough tablecloths to cover the extra days when the laundry is closed Therefore, we must initially purchase sets (5 tablecloths in a set) of linens for each table to ensure that we not run short In this example, we need turnovers x sets x 20 tables, or 500 tablecloths Napkins require a slight modification, although the formula is essentially the same Use the number of seats as the guide, instead of the number of tables; however, keep in mind that two contradictory factors distort the numbers 127 Although the turnover rate may accurately reflect table usage, not every seat at these tables will be occupied This factor could reduce the number of "sets of napkins you need to purchase Napkins are often abused and/or stolen Guests frequently require a second one These factors increase your napkin needs The latter factor probably has the greatest influence, so the proper number of sets of napkins you will need should be six or seven Placemats and Runners An individual place setting (placemat) is often used as an informal, inexpensive table covering However, placemats and table runners are also acceptable in properties that feature beautiful, costly tables to enhance the decor of the dining room They not only allow the tables to be displayed, but add the decorative touch of fresh linens and accommodate the sanitary requirements of the patron Placemats come in standard sizes ranging from 12 x 18 inches to about 14 x 20 inches These dimensions accommodate most service plates and cutlery When choosing a mat, which may be available in only one size, make sure that the mats will not overlap each other on the table You can use runners in a variety of ways Most runners are 17 inches wide and should be cut lengthwise to allow a drop over the table edges of to 12 inches Silence Cloths When setting up any dining table, you need a liner of some kind under the tablecloth to soften both the surface of the table as well as the sounds of dinnerware being placed on it You may not always require liners if both tablecloths and placemats are used together, but in the event that you place only one cloth on the table, you should put something under it Most food service operations use one of two common "silence cloths." The first is a heavy cotton felt material which can be draped over the top of the table; it is usually sold with overlooked or tape-bound edges When it gets soiled, it can be laundered (Allow 10 to 15% for shrinkage.) Because this type of finished underliner can be expensive, it is usual to budget for them The second material widely used for silencers is a very thin layer of vinyl laminated to a base of polyurethane (a soft, spongelike material) It is usually sold by the bolt and can be cut with scissors and left unfinished at the edge because it does not ravel This product does not shrink or support bacteria; it needs only to be wiped clean to prevent decaying bacteria from causing unpleasant odors It is marketed under the name of Curon However, Curon does not drape as well as felt, and because it is very lightweight, it has a tendency to lift off the table when the tablecloth is removed unless it is tacked in some way to the underside of the table Formula for Calculating Corner Drops on a Tablecloth To find the corner drop of a 72" square cloth on a 54" square table: Cloth size 72" square x 707 = 50.90" Table size 54" square x 707 = 38.18" Difference is drop at corner of the cloth = 12.72" To find the corner drop of a 72" square cloth on a 54" (in diameter) round table: Cloth size 72" square x 707 = 50.90" The radius (half the diameter) of the table = 27.00" Difference is the drop at corner of the cloth = 23.90" STANDARD TABLE AND TABLECLOTH SIZES IN INCHES TABLE SIZES 30x26 30x30 30 ROUND 36x36 36 ROUND TABLECLOTH SIZES 42x42MIN 54 x 54 MAX 48x48MIN 60 x 60 MAX 128 42x42 42 ROUND 44x44 48 ROUND 54 ROUND 60 ROUND 66 ROUND 72 ROUND 72x30 72x36 96x30 96x36 52x52MIN 64 x 64 MAX 56x56MIN 66 x 66 MAX 60x60MIN 66 x 66 MAX 66x66MIN 72 x 72 MAX 72x72MIN 76 x 76 MAX 78x78MIN 84 x 84 MAX 84x84MIN 90 x 90 MAX 90x54MIIM 96 x 54 MAX 114x54 MIN 120x54 MAX 90x60 MIN 96 x 60 MAX 114x60 MIN 120x60 MAX 129