Professional Documents
Culture Documents
Prepared by:
PREPARED BY
AT
Most of all, I want to acknowledge and thank to Allah SWT with my deepest
gratitude for the miracles He has performed in my life for the completion of this
practical report. I am able to complete this assignment which facilitated the
completion on this Industrial training report. This Industrial training report would have
not been carried successfully without the cooperation from many parties who
contributes in preparing and completing this study.
Title i
Acknowledgement ii
List of figures iii – vi
Table of content vii - viii
CHAPTER 1 INTRODUCTIONS
REFERENCES 160
ENCLOSURE 161 - 164
- Pictures
- Hotel Promotion
- Document
CHAPTER 1
INTRODUCTIONS
1.1.1 INTRODUCTION
For every student in Malaysian Politeknik Ministry of Higher Educations. That must
be done to contend with an industrial training within one semester before to
conferring of Certificate or Diploma. Within in five month proceeding in practical to
under organization government and private, the student will be expose to the service
line environment and real working life situations is more different compare than a
student life in Politeknik. For the each student is compulsory past an industrial
training module before to registering to the next semester. An industrial training will
be able to a student learned of patience, confidence and will accept all valuable
comment for self improvement or development in future.
1.1.2 Industrial Training Objectives
4. Student will be able for give a comments or opinions with a brave and
confidently.
4. Provide trainee with a job experience and how to handle hotel daily task and
equipment efficiently.
5. To prepare them to enter working life since the job market nowadays demanded
competent and skillful employees.
8. Enabling to execute more informed judgement and accepting responsibility for it.
10. Understanding real life situations in industrial organizations and their related
environments and accelerating the learning process of how knowledge
could be used in a realistic way.
Swiss-Inn Sungai Petani (SISP) is the three star hotels that located at north
Sungai Petani in state of Kedah. This hotel was owned by Swiss Garden
International Hotels, Resorts, and Inns. Swiss Garden International Hotels, Resorts,
and Inns have 7 network hotels all over Malaysia.
Now, SISP is on the way for maintaining and retaining their present and existing
customers so that they can build stronger and meaningful relationship. The sole
purpose of a business Peter Drucker once famously claimed was “to create a
customer”.
However, keeping the customer has become regarded as equally, if not more
important since Dawkins and Reinchheld (1990) reported that 5 per cent increase in
customer retention generated an increase in customer net value of between 25 per
cent and 95 per cent across a wide range of business environment.
Website: www.swissgarden.com
E-mail: sales_sisp@swissgarden.c
History of Establishment
Swiss-Inn Sungai Petani (SISP) is three star hotels that located at north
Sungai Petani in state of Kedah. This hotel was owned by Swiss Garden
International Hotels, Resorts, and Inns. Swiss Garden International Hotels, Resorts,
and Inns have 7 network hotels all over Malaysia. They are also one of the biggest
hotel owners in South East Asia.
But before SISP appeared, in 1994 this hotel was known as Pahlawan Wangi
because this hotel located near Jalan Pahlawan. After that this hotel can’t continue
because of serious losing. Then this hotel changed their named to JW Palace and
under new management the strategies were changing. Although the management
strategies were changing, JW Palace also has an experience such as Pahlawan
Wangi condition. It is happen because during that time there were lack of business
opportunities and not very famous especially in Kedah.
Until Swiss garden management was take over from JW Palace on year 1996,
this hotel business become more success because of that time Sungai Petani was
introduced as industrial area in Kedah. In addition, this hotel was provided 101
rooms with elegant decoration and become famous among people. Swiss-Inn Sungai
Petani was rated 3 star rating and 5 star rating interms of hotel’s products and
facilities by the Malaysian Tourism Board.
Location Map
Picture 1.2.3 Location map to SISP
Swiss-Inn Sungai Petani located at very strategic and prominent area in Sungai
Petani. The hotel situated adjacent to new commercial hub which is nearby to high
end Lagenda Heights properties, Banks, Business Centre and Hypermarkets.
Facilities offered:-
Hotel Outlet
• Garden Terrace Restaurant
• Pool Pavillion
• Lobby Lounge With Wifi
• Ball room & 12 Seminar Rooms
• Workshop Private Event Room
Human
Human Marketing
Marketing
Resources
Resources Department
Department
Accounting
Accounting
Department
Department
Front
Front Maintenance
Maintenance
Housekeeping
Housekeeping F&B
F&B Kitchen
Kitchen Department
Office
Office Department
Department
Department Department
Department Department
Department
Department
Department
Table 1.2.5 Organization Chart
Swiss Inn Sungai Petani have a total of 10 individuals department led by highly
competent Executives and Managers which comprises of Administration, Human
Resources, Finance, Sales and Marketing, Safety & Health, Housekeeping,
Maintenance & Engineering, Food & Beverage, Kitchen and Front Office
Departments. 3 departments which under the EXCO committees are Human
Resources, Finance and Sales.
Winnie Teo
Financial Manager
Record Management
The Swiss Garden International Hotels, Resorts, Inns have a 7 company is to:-
Picture 1.3.2 Swiss Garden Golf Resort & Spa Damai Laut
Swiss-Garden Golf Resort & Spa Damai Laut promises privacy, comfort and
luxury. The resort, built on a quiet peninsular on the Northern Straits of Malacca
offers you accommodation in 300 superbly furnished rooms. Wake up to the sight of
a luxurious sunrise or take a leisurely stroll along our private beach as the glorious
sunset paints the sky. Alternatively, guests may head down to the beach for the
many water sports activities available or experience the healing power of ancient
Balinese heritage at the resort’s Samsara Spa.
Located on the pristine white sandy beaches of Balok Beach, in the east coast
town of Kuantan, Swiss-Garden Resort & Spa Kuantan promises yoluxurious
accommodation in its 304 comfortably furnished rooms in natural surroundings.
1.3.4 Swiss Inn Kuala Lumpur
Swiss-Inn Sungai Petani is set in the charming and quaint northern town of
Sungai Petani. This inn offers recreational and leisure facilities such as an Olympic
size outdoor swimming pool, squash and tennis courts and also a golf course
nearby. Guests are assured of a comfortable and modern day amenities in all of the
inn’s 101 rooms.
1.3.6 Swiss Inn Waterfront Sandakan Sabah
Damai Laut Golf & Country Club is a magnificent 18-hole par-72 championship
golf course. Designed by the world-renowned course designer, American Ronald
Fream, avid golfers will find this course to be one of the most exciting and
challenging in the region.
1.3.8 Garden Lodge Sydney, Australia
The Lodge offers a warm, friendly old fashioned welcome whilst still providing all
the facilities and services you come to expect. A range of services can be organized
from leisure tours of the city to office support requirements for the business
travellers.
CHAPTER 2
2.1 INTRODUCTION
3. I was to start for training under Food and Beverage department (Garden
Terrace Restaurant). Suresh as Assistant F&B Executive has to introduce me
to the their F&B staff.
4. Walk around at the function room area for learn how to daily operations in
banquet. Suresh has to told me regarding of restaurant, banquet and task
should be to performed for me as a training. For the first job is sweep and
mopping restaurant floor after end of time for breakfast.
5. Attend for early morning for handling a guest breakfast, pick up the plate,
clearing soiled table and resetting the table until guest leave the restaurant.
6. Mopping floor after end of time for breakfast and set up the table for course by
course menu (table d’hote).
7. Handling a red wine for guest from Synergy Tours Sdn Bhd.
Week: 2 (18 January 2009 – 23 January 2009)
1. Attend to the garden terrace restaurant for morning shift. Greeting the guest
while arrived on the restaurant.
5. Cleaning the bar and removed all expired food. After that, resetting and
replenish the new stock.
9. Making a centerpiece and Chinese New Year themes decoration for functions.
10. Check to the every floor for find a soiled plates from the room service.
11. Listening the briefing from F&B Manager about to “Lack of Business in Garden
Terrace Restaurant”.
Week: 3 (24 January 2009 – 30 January 2009)
2 Record the number of new linen and old linen for submit to accounting department.
3. Making the room with a staff at the 3 floor room. Followed the all instruction from
their staff. For the Chinese new year the occupancy is more busy than before. For
the every day, I need to help to room Attendant for making a room during a Chinese
New Year week or high period of time.
4. Sending the iron board to guest room and fulfilled the guest request.
5. Making the room with a staff a 4 floor and replenish the amenities on the trolley.
1. Listen the morning briefing from Executive Housekeeper regard to grooming and
etiquettes while front the guest.
3. Received the linen from the laundry service and bring it back to a pantry for re-
arrangement.
5. Double check room before to submit the status report to a front office.
6. Send the 18 the extra bed to a first floor room for group booking from vacation
club.
2. Received the linen from laundry service and bring it to a pantry for
rearrangement.
4. Compute and find a total of number housekeeping Inventories for this month.
2. Performed the special cleaning project in this week due to low occupancy.
3. Cleaning the air-cond grill and exhaust fan in the guest room.
5. Mopping and wet the floor using wet and dry vacuum.
5. Making and prepared the extra bed for large group will become to check in.
1. Move to Kitchen department for third department. Attend the early morning shift.
2. Prepared for breakfast, for the first day I have to learn how to making a variety of
eggs include a omelet, Sunny side up, well done and Over easy. Making a fried
eggs for every morning.
3. Standby at the egg counter until end of time for breakfast and fulfilling the guest
request.
4. After the end of time for breakfast, pick all soiled food insert to a kitchen for
rewashing and wrapping a food for use in tomorrow.
6. Making a mise-en-plus (food preparation) for breakfast and ala carte order.
7. I have to learn a techniques how to deboning chicken from the staff and debone a
chicken according which to learned.
8. Cutting a vegetables consist of a tomato, Carrot and green pepper.
10. Learned from the staff how to making the bread pudding and banana pancakes
for breakfast.
2. Make up the room with a staff. During in small election until 7 April 2009 the room
is 100% is occupied under UMNO, PDRM, RTM group.
4. Compute and find the total of number housekeeping inventories for this month.
4. Accumulate a new linen and find a total of number of linen include bath towel, bath
mat, face towel and hand towel.
1. Cleaning sliding door and bottom track using a Vision and All Purposes Cleaner
(APC).
2. Cleaning a vanity top for every room. This task to take time within a 3 days.
3. Prepared the extra bed for large group from Segi Collage.
4. Spotting and removed a stain on the carpet floor using an all purposes cleaner
and dry coconut powder.
2. Polishing stainless steel item for every room, using a lotion and discard towel. This
special project has to take a time in 5 days.
3. Collect and find a total a number discard linen for submit to accounting
department.
3. Cleaning a sliding door and balcony at the suites room with using a wet and dry
vacuum.
5. Put a new hotel brochures in the guest room for promote a new outlet and
product.
5. Removed and replaced the new auto boiler for every room.
1. Move to front office department, and following the staff instruction. For the first day
I need to learn how to answer phone call including an internal and external call. The
staff has to explained to me, how to handling a front office equipment is composed
of from computer, telephone, walkie-talkie and facsimile machine.
2. Standby at the front office counter and fulfilling the guest preferences. At the same
time, I need to learned how to handling a guest complaint when the guest un-
satisfaction regard to the hotel product and service.
3. Check the room status terminology and get a vacant room (VC) from
housekeeping department.
4. Answer a phone call from a guest and informed to the housekeeping department
regarding to guest request.
5. Prepare the occupancy report for housekeeping and F&B.
1. Greeting the guest while arrived on the hotel. During a school holiday the room is
high occupancy. This week is final of my practical.
2. For the early morning prepared the occupancy report to a Housekeeping and F&B
department.
4. Standby at the Fidelio workstation and ready for answer phone call.
7. For the last day of my practical give the appraisal form to a supervisor for sign it.
CHAPTER 4
The Front Office is a hotel is the department responsible for the sale of hotel
room through systematic method of reservation, followed by registration and
assigning room to customer. The term ‘sale’ of room may appear misleading to those
unfamiliar with the industry ‘sale’ hole means the use of hotel room at a price. A
room is termed ‘sold’ for the day when a guest leases the room for stay in the hotel.
The “room tariff” rate charge per room is computed for a revenue day which
begin at noon of a particular day and ends at 12.00 hrs. The next day, in other words
room charged are levied for a revenue day which is between noon and noon. The
room may be sold half a day as well for which special rates applicable.
The Front Office in a hotel holds prime importance in view of the basic nature of
business in a hotel to sell room. Revenue collect from the sell of room contributes to
more than 50 percent of total hotel sales. The profit percentage from sale of room is
very high. It has complementary role of image building, which the first and last point
of contact of every guest.
The Front Office function of a Hotel is to act as the public face of the hotel,
primarily by greeting hotel patrons and checking in guests. It also provides
assistance to guests during their stay, completes their accommodation, food and
beverage, accounts and receives payment from guests. This department is typically
composed of Reception, Reservation, Concierge, PBX (phone service system) and
Telephone.
It one looks at each component of a Front Office role. One could have a better
perception of this department. Which the title Front Office generic term to include a
number of activities. Thus a role the Front Office is thus to reserve, register, assign
room to guest and as a continues source of information to guest during at stay at the
hotel. Front Office is the "nerve center" in the entire hotel operations. All the
transaction passes through within this department.
4.2 FRONT OFFICE ORGANIZATION CHART
Front Office
Manager
Assistant
Front Office
Manager
Reception
Front Office
Bellman Clerk
Supervisor
Work performed
1. Manage operation of the Front desk including Cashier. Ensure that policies
procedures are complied with the highest standard of service and guest satisfaction.
2. Review room availability status, room blockage and special requests on a daily
basis through working closely with Reservations Manager and liase on all groups
and FIT movements.
3. Monitor open and close on day status to maximize room revenue and
demonstrate the concept of yield management.
4. Ensure that budget and cost effectiveness at the Front Desk are achieved.
7. Review Front Desk Logbook daily to monitor all activities and review all VIP room
blocking.
8. Supervise and train all Front Desk staff to ensure that the best guest experience
is provided.
11. Participate morning briefing, or organize afternoon hand-over briefing daily and
disseminate information to Reception team as soon as possible.
12. Approve duty roster prepared by Chief Receptionist and revise if necessary.
13. Chair monthly Reception meeting to review performance & discuss existing
problems for improvement.
14. Always conduct your job with concern for the environment and its resources.
Where practical and possible, REDUCE use of items, RE-USE whenever possible,
and RECYCLE those items that can be. Perform all duties, other than the above as
requested by the hotel policies and/or his/her direct supervisor.
15. Approve duty roster prepared by Chief Receptionist and revise if necessary.
16. Familiarize with Front Office policies and procedures and special rate &
programs.
17. Greet guests as time permits at lobby and assists Receptionist during busy
period.
18. Guide the staff to maintain the standard to make sure the cleanliness and
tidiness of premises. Make sure to prepare supper environment for club guests at
any time.
19. Ensure staff when performing their duties is in accordance with the Hotel's
Guiding Principles.
Relationships
-Front Office Manager
-F&B Personnel
-Housekeeping Personnel
-Accounting Personnel
-Hotel Guests
Work performed
1. Check reservations for on day arrival to make sure room assignment is up to
guest’s preference or needs and make sure all instructions of the booking are clear.
2. Check guests’ folio after guest’s check-in to make sure billing instructions are
following instructions given and guest’s address is keyed in accurately in accordance
to the hotel standard.
3. Make sure to check guest bills prior to guests’ departure and make sure no errors
in the bill.
Relationships
-Front Office manager
-Assistant Front Office manager
-All section to other department
-Hotel Guests
Work Performed
1. Responsible for updating all valid business information, knowledge to operate
computer, typewriter, photocopier and telecommunication machines.
3. Ensure Front Office Manager being well informed on every aspect concerning
daily operation; perform any assignments as delegated by him or his assistant.
4. Be fully aware of the daily and monthly revenue related to the Business Center
and prepare report accordingly.
6. Maintain the cleanness of the working area and involved in energy conservation.
Bellman
Primarily tasked in providing the hotel guests / patrons the efficient Bell service, to
ensure the luggage being delivered collected, stored accurately and promptly all the
time. Meanwhile, should be more pro-active in practicing the salesmanship to
promote the hotel products at any guest contact, for example, when rooming the
guest.
Relationships
-All Front Office Personnel
-Hotel Guests
-All other division/ Department Personnel
Work Performed
1. Conducting the Bell service activities such as luggage service upon guest's arrival
and departure, luggage storage, message service fax delivery, parcel and mail hand-
over, information service and other related tasks.
2. Opening the door of the car for the guest in a professional manner at the main
entrance of the hotel and assisting to unload the luggage if any.
3. Rooming the guest in a professional way, which includes addressing the guest by
name, holding the lift for guest and extending hotel introduction to guest.
4. Being responsible for the cleanliness of the counter and the surrounding
environment.
6. Maintain professional image while on duty with well grooming hygiene and
prescribed uniform.
Reception Clerk
Provide general secretarial services as well as handling special request, greeting the
guest, providing information for guest, assigning rooms and dispensing guests room
key.
Relationships
-Front Office supervisor
-All front office personnel
-Hotel Guests
Work Performed
1. Provide high level of secretarial service, e.g. typing & word processing service for
guests.
3. Provide information on the import and export business and trading to guests as
requested.
7. Ensure appearance, hygiene, courtesy and telephone manners are in good order.
The main two important co-operations where collaboration is vital between the
Housekeeping and Front Office Department are listed below:
1.Have always clean rooms for expected arrivals and stay over.
2.Satisfy special guest needs as far as amenities and facilities requested in their
rooms are concerned.
3.Housekeeping should be ensure the status a room was ready before to sales.
6. Front Office has prepared the occupancy list to Housekeeping for the early
morning.
Table 4.1 To indicated and explain the room status Terminology in most of the
hotel.
Procedures
Step 1: Greeting guest and Group leader.
Initiate to greet guest and tour leader with smile, say:" good morning, Sir/ Madam,
may I help you? Keep body straight up serve guest at first time and every and eye
contact.
Step 3: Collect room key. Use walkie-talkie if there is any mini bar consumption in
the room. Politely collect room from group leader for replacing use. Politely invite
group leader to inquiry guest it used minibar item: By saying Mr/Miss xx, would you
please ask the guest if they used is minibar?” If the guest used minibar write what
guest has used on minibar list and post on the charge in the computer.
Step 4: Print out master bill folio and guest incidental bill folio.
Say “Mr/Miss xx, here is your group guest bill folio.” Print out group master folio for
group leader review.
Step 9: Post city ledger into computer and check out group in computer
If it is sending bill for group, post city ledger into computer to make master bill folio to
zero and check out group in computer.
Procedures
Step 1: Guest reach to the front desk counter and give the complain comment.
Stay calm and listening with understanding this problem.
Step 3: Discount for Long Staying guest's F&B ,Laundry and etc consumption
Posting the credit amount of discount (Use Rebate Code) and should follow up the
discount rate .which set up by Sales or Accounting.
Step 2: Identify guest who come inquire guest name with smile and eye contact.
If guest has reservation, politely inquire guest name by saying;"May I have your last
name, sir/ madam?"
The provision of food and beverages away from home forms a substantial part of
the activities of the hospitality industry and, indeed, of the economy as a whole. Like
the industry of which it is a major part, food and beverage operations are
characterized by their diversity. Outlets include private and public sector
establishments and range from small independently owned and operated units to
large multinational corporations managing global brands and from prison catering to
catering in the most luxurious hotels in the world. In other words, food and beverage
provision is simply one element of a broader hospitality industry. In conceptual terms,
this raises few problems except possibly with take-away food establishments where
in some cases the food may be taken home for consumption even though it is
prepared and provided away from home.
Food production may be defined as that phase of the food flow (i.e. from the
purchasing of the foods to service to the customer) mainly concerned with the
processing of raw, semi-prepared or prepared foodstuffs. The resulting product may
be in a ready-to serve state, for example in the conventional method (cook-serve); or
it may undergo some form of preservation, or example cook-chill or cook-freeze,
before being served to the customer. Beverage production may be defined as the
processing of the raw, semi-prepared or prepared beverage product, so that it is in a
ready-to-serve state before being served to the customer.
The fine dividing line between food and beverage production and food and
beverage service is not always distinguishable. The point at which production ends,
and service begins, is often difficult to define. It is often necessary, therefore, to
include certain aspects of, for example, food service when describing food
production methods, and order that the production method may be seen in the
context of the whole catering operation, and not in isolation. The decision as to which
food and beverage production method to use in a particular catering operation is
taken at the initial planning stage.
Captain
Banquet
Waiter Waitress
Staff
Diagram 5.2 The organization in food and beverage department. Source from
Swiss inn hotel Sungai Petani.
The food and beverage manager is the head of the food and beverage service
department, and is responsible for its administrative and operational work. Food and
Beverage Managers direct, plan and control all aspects of food and beverage
services. Food and Beverage Managers require excellent sales and customer
service skills, proven human resource management skills,and good communication
and leadership skills. Desired knowledge for this position includes knowledge of the
products, services, sector, industry and local area, and knowledge of relevant
legislation and regulations, as well. Hence it is said that food and beverage manager
is a Jack-of-all-trades, as the job covers a wide variety of duties.
1. Budgeting
The food and beverage manager is responsible for preparing the budget for the
department. He should ensure that each outlet in the department achieves the
estimated profit margin.
3. Quality Control
The food and beverage manager should ensure quality control in terms of efficiency
in all service areas, by ascertaining that the staffs are adequately trained in keeping
with the standards of the unit.
4. Manpower Development
The food and beverage manager is responsible for recruitment, promotions, transfers
and dismissals in the department. He should hold regular meetings with section
heads, to ensure that both routine as well as projected activities of the department go
on as planned. He must also give training, motivate and effectively control staff.
The assistant food and beverage manager assists the food and beverage manager
in running the department by being more involved in the actual day-to-day
operations. This position exists only in large organizations. An assistant food and
beverage manager job includes:-
3. Setting duty schedules for all the outlet managers and monitoring their
performance.
4. Running the department independently in the absence of the food and beverage
manager.
The waiters and waitress serve the food and beverage ordered by a guest and is part
of a team under a station captain. They should be able to perform the duties of a
captain to a certain extent and be a substitute for the captain if he is busy or not on
duty. They should; also be knowledgeable about all types of food and beverages, so
that they can effectively take an order from a guest, execute the order and serve the
correct dish with its appropriate garnish and accompaniment. They should be able to
efficiently coordinate with the other staff in the outlet.
Restaurant
Equipment
Diagram 5.3 Types of equipment are provided at the Garden Tarrace Restaurant.
5.3.1 Glassware
Glassware refers to glass and drinkware items besides tableware, such as dishes,
cutlery and flatware, used to set a table for eating a meal. The choice of the right
quality glass is a vital element if the cocktail is to be invitingly presented and give
satisfaction to the consumer. Well designed glassware combines elegance, strength
and stability, and should be fine and smooth rimmed and of clear glass.
Types of Glassware:-
Collins glassware
Collins glass is a glass tumbler, holding 240 to 350 ml, used to serve a mixed drink,
named after Tom Collins. This glass is somewhat narrower, and holds less than the
similar highball glass.
Highball Glass
A highball glass is a glass tumbler, holding between 8 and 12 fluid ounces (240 to
350 ml), used to serve a mixed drink, or highball. This glass is taller than an Old-
Fashioned glass, and shorter than a Collins glass.
Picture 5.3.2 Highball Glass
Pilsner Glass
A pilsner glass is a glass used to serve many types of light beers, but is intended
for its namesake, the pilsner. Pilsner glasses are generally smaller than a pint
glass, usually in 250 ml or 330 ml sizes. They are tall, slender and tapered.
Wheat beer glasses are often mistakenly referred to as pilsner glasses, but a true
pilsner glass has an even taper without curvature. Pilsner glasses are made to
showcase the color, effervescence, and clarity of the pilsner, as well as to
maintain a nice head.
Beer Stein
A beer stein is a traditionally-German beer tankard or mug, made of pewter, silver,
wood, porcelain, earthenware or glass; usually with a hinged lid and
levered thumb lift.
Picture 5.3.4 Beer Mug
Tulip Glass
A tulip glass not only helps trap the aroma, but also aids in maintaining large heads,
creating a visual and olfactory sensation. The body is bulbous, but the top flares out
to form a lip which helps head retention. It is recommended for serving Scottish ales,
barley wines, Belgian ales and other aromatic beers.
Goblet or Chalice
Chalices and goblets are large, stemmed, bowlshaped glasses adequate for serving
heavy Belgian ales, German bocks, and other big sipping beers. The distinction
between goblet and chalice is typically in the glass thickness. Goblets tend to be
more delicate and thin, while the chalice is heavy and thick walled.
Picture 5.3.6 Types of Water Goblet
Burgundy glass: Larger than the Bordeaux glass, it has a larger bowl to accumulate
aromas of more delicate red wines such as Pinot Noir. This style of glass directs
wine to the tip of the tongue.
i ) The reduced surface area of the glass (in comparison to red wine glasses)
means less air circulating around the glass and warming the wine.
ii) The smaller bowl of the glass means less contact between the hand and the
glass, and so body heat does not transfer as easily or as fast to the wine.
Pitcher
This larger container usually has a handle and a lip or spout for pouring the contents
into several glasses. Available in glass, stainless steel or plastic. Generally used for
serving beer for a beer keg for draft beer or plain water.
Picture 5.3.10 Water Pitcher
Mug
Almost a smaller version of the beer mug, made of thick heavy glass and used for
coffee or teh tarik.
Handling of Glassware
1. Glassware is highly fragile and most delicate and expensive: hence atmost care
has to be taken while handling glass equipments.
2. Glasses are normally stored in a glass pantry and should be placed upside down
in single rows on paper-lined shelves, to prevent dust settling in them.
3. Tumblers should not be stacked inside one another as this may result in heavy
breakages and accidents.
4. The appearance of the drink mainly depends on the glass and therefore, the
glass should be sparkling clean and attractive in shape and style.
6. Glasses whether clean or dirty have to be handled by the base or stem, since
the finger prints left on the glass necessitates polishing.
5.3.2 Chinaware
China is a term used for crockery whether bone china (expensive and fine),
earthenware (opaque and cheaper) or vitrified (metallised). Most catering crockery
used nowadays tends to be vitrified earthenware, which is very durable and haven
been strengthened. Crockery is also usually given rolled edges to make it more chip
resistant. Chinaware is made of silica, soda ash, and china clay, glazed to give a fine
finish. Chinaware can be found in different colours and designs which are always
coated with glaze. Chinaware is more resistant to heat than glassware. There are
various classification of catering China. They are:-
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 mullite within the fired body.
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 on 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.
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.
Stoneware
Stoneware is a 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 color of fired stoneware tends to be grayish, though there may
be a wide range of colors, depending on the clay. It has been produced in China
since ancient times and is the forerunner of Chinese porcelain.
Handling of Chinaware
Whatever quality of china or crockery is used, the most important thing to ensure is
that it is washed, rinsed and dried correctly to ensure that no dirt, stains or streaks
appear.
1. Chinaware has a high breakage rate and, therefore, needs careful handling.
3. They should be stored at a convenient height for placing on, and removing from
the shelves to avoid accidents.
4. Chinaware should be kept covered to prevent dust and germs settling on it.
5. Chipped and cracked items harbor germs and should, therefore, not be used
and disposed off carefully.
5.3.3 Tableware
Tableware includes the dishes, glassware, cutlery, and flatware eating utensils
(knives, forks, and spoons) used to set a table for eating a meal. The nature, variety,
and number of objects varies from culture to culture, and may vary from meal to meal
as well. Tableware may be categorized as follows:
Flatware
Flatware denotes all forms of spoon and fork. Flatware, especially that used by most
people when they eat informally, is usually made of stainless steel.
Cutlery
Cutlery refers to knives and other cutting instruments.
Holloware
Holloware refers to table service items such as sugar bowls, creamers, coffee pots,
teapots, soup tureens, hot food covers, water pitchers, platters, butter plates
and other items excluding flatware and cutlery.
-Scissors tongs, of two arms pivoting at the centre, in the form of a pair of
scissors (tea tongs or sugar nips)
Pastry Fork
Pastry fork is a small fork designed for eating pastries and other desserts while
holding a plate. It is typically designed so that it can be used with the right hand,
while left hand holds the plate. It therefore has the left side widened to be used like a
knife to cut the food when pressed down on the plate. Left-handed pastry forks have
the right side widened instead. This fork may also be used to lift fruit pieces from the
plate.
Oyster Fork
A fork used for picking up shellfish cocktail or oysters. This fork is shaped like a
regular fork, but it slightly smaller and the tines are curved outward.
Lobster Pick
This long, narrow utensil is used to pull every shred of meat from the hard-to-reach
cavities (such as the legs) of lobsters and crabs. The tip of a lobster pick can either
be pointed or in the shape of a tiny, two-prong fork.
Skewers
A long, thin, pointed rod that comes in various sizes. Skewers are made of metal or
wood; the former often has a ring at one end. They're most often used to hold meat
in place during cooking/ serving, as well as to skewer meat and vegetables to be
grilled for shish kebab. The best skewers are square or flat-shaped that hold food
securely when moved. Usually made of stainless steel.
Nutcracker
It is a tool for cracking hard nutshells, usually consisting of two hinged metal arms
between which the nut is squeezed.
Handling of Tableware
1. Storage of cutlery and flatware is very important. Each item has to be stored
in the boxes or drawers lined with baize to prevent the items being
scratched.
Linens are fabric goods, such as tablecloths, napkins and slip cloths. Linen is a
material made from the fibers of the flax plant. Originally, many, such as bed sheets
and tablecloths, were made of linen. Today, the term "linen" has come to be applied
to all related products even though most are made of cotton, various synthetic
materials, or blends. The main items of linen normally found in a restaurant are:
tablecloths; slipcloths; buffet cloths; trolley and sideboard cloths; and waiter’s cloths
or service cloths.
Table Cloths
Table linens made from cotton or linen are not only more absorbent but also last
longer. The fibers don't pill or pile as easy as with synthetic table linens and they
don't become shiny when exposed to an iron's heat. Egyptian cotton and Irish linen
are considered the finest materials for table linens because of their long, durable
fibers. White is the most popular color for table linens because it's considered formal.
Table cloths should be large enough to cover the top as well as a portion of the legs
of a table without interfering with the guest's comfort while he is seated at the table.
The size of the tablecloth varies according to the size of the table it is required to
cover.
Table 5.3.1 Size of the Dining Room table and table cloths.
Slip Cloths
These are designed to be laid over the tablecloth to protect it from spillage and give it
a longer life. Using a slip cloth reduces the number of tablecloths used and thus
reduces the cost of inventory and laundry. Slip cloths may measure 1 meter square
approximately.
Napkins
A napkin or is a rectangle cloth or paper used at the table for wiping the mouth while
eating. It is usually small and folded. Conventionally, t he napkin is folded and placed
to the left of the place setting, outside the outermost fork. In an ambitious restaurant
setting, it may be folded into elaborate shapes and displayed on the empty plate.
Napkins may be of the same colour as tablecloths, or in a colour that blends with the
decor of the restaurant. Napkins should be spotlessly clean and well-pressed. The
ideal size for a napkin is between 46 to 50 cm sq.
Buffet Cloths
For a buffet table, the minimum size of the tablecloth required is 2 m x 4 m.
v) Wiping the undersides of the plates before placing plates on the table.
2. All service equipment must be wiped dry with clean cloths to avoid watermarks.
The cloths used for this purpose must be segregated from other wiping cloths.
3. Bowls should be underlined with appropriate under liner and never to be served
with the finger touching the rim.
4. When serving straw serve them with their wrappers or in their respective
dispensers.
5. When serving additional utensils or napkin, place them in a small plate to avoid
direct contact with hand.
6. The thumb should be kept away from the plate to avoid touching the sauce,
meat or dish.
7. When setting up flatware and glasses, avoid leaving finger marks; carry them in
trays or with a cloth napkin.
8. Never serve food using cutleries that have fallen on the floor.
During service the right and left hands have distinct functions to perform. The left
hand carries while the right hand works. Flatware, glasses, cups, and the like are
always carried on a tray, never in hands. For safety and to prevent clattering, this
tray should always be covered with a paper or cloth napkin. While bringing platters to
the side table or guest table, always carry them in both hands. The hand towel
should be draped lengthwise over the cloth so you can hold the platter on both ends.
If several plates or serving dishes are carried at the same time, place them on the
towel so they will not slide. Serving bowls and sauce boats are always placed on a
small plate with a paper doily.
1. A stack of plates
A stack of plates is always carried with both hands. Wrap your hand towel around the
plates so that you do not touch the plates with your bare hands. Do not hold the
plates against your body.
2. One Plates
Always hold a plate between the thumb and forefinger (index) finger. Your thumb
should be flat on the rim of the plate, pointing toward the rim, never into the plate.
3. Two Plates
Held from Below: Hold the first plate between the thumb and index finger. The index
finger is placed slightly behind the lower rim. Slide the second plate against the index
finger and support it with the other fingers from beneath. Held from Above: The first
plate is held with the thumb and index finger. With that hand turned slightly upward,
balance the second plate on the lower forearm and the ball of the thumb. Support the
upper plate with the other fingers.
Carrying Four Plates Procedures
Procedures:
1. Seize the first plate between the thumb and the forefinger.
2. Place the second plate between the forefinger (on the top) and the two fingers
major and ring finger (under).
3. Place the third plate over the basis of the thumb and the little finger.
4. The fourth plate is carried in the right hand, this will be the first plate placed on
table.
2. Items less heavy will be placed around heavier items (cups and spoons).
A banquet is a large public meal or feast and refers to groups of people who eat
together at one time and in one place. It usually serves purposes such as Gathering,
Meeting, Conference, Grand Dinner, Wedding, Celebrating birthday, and any
events. Most the banquet in a outlet of hotel normally provided a food and beverages
services to a guests often as a supper for break of the meeting. The banquet
operations is more different compare than a restaurant, because more needs a lot of
staff to manage of their functions and events for every weeks.
Food and Beverages functions can require tables, chairs or both depending on the
types of event being held by the planner. As with meeting functions, the banquet
manager will know the best setup design for the particular room being used for each
function. Commonly used setup includes the following:-
Buffet Tables
These are used for the buffet food lines or displays. A popular variation is a circular
buffet table setup. This can be achieved by using banquet rounds or serpentine
tables.
5.4.2 Banquet Table Set up Procedures
Procedures:
Step 1: Lay out table
Set per task hollow square-shape but open side should be closed in.
Procedures:
Step 1: Lay out table
Use long tables long enough to seat the expected number of persons at the head
table. Set per task T shape, but the middle line should at the center of head table.
From the center of head table and extending into rooms set double with tables as
long as required.
Procedures:
Step 1: Lay out table (head table)
Lay out the Head table and centralized it.
Procedures:
Step 1: Lay out the rectangular tables 183cm x46cm
Lay out the number of tables required according to the floor plan and centralize
them. Lay out the remaining row by leaving 3 feet gap in between the row. Gap
between row must be even. The center aisle must be 3 feet away.
Procedures:
Step 1: Lay out table
Lay out the number of tables. Required and centralize them to indicate the correct
position. The chair spacing must be well balance and not too congested.
Procedures:
From the industrial training that have been done by the Student. The Student has
a variable comment and suggestion while performed a task during in practical
session.
1. STUDENTS
• The student should to indentified a specific task are related of student course
before going to practical.
• Performed a task based on your course.
• Get the information related of the tasks.
2. THE COMPANY
• Providing a task and training are related of student course and study.
• Give instant permission for changed of department without long need
consideration.
• To pay attention and care of practical student during in practical.
8.1 QUALITY OF COMPANY SERVICES AND PRODUCT
Customer retention
Orientation on product benefits
Long time - scale
High customer service emphasis
High customer contact
Quality is the concern of all