Skill Development Training

Hunar Se Rozgar
Trainers Package Waiter - Practical
Ministry of Tourism
In Collaboration with

The National Council for Hotel Management

A-34 Sector -62, Institutional Area, NOIDA 201309 (UP)

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/1 Topic: Cleaning the restaurant: The preparation of the restaurant, equipments and furniture is a responsibility of the waiting brigade. It is referred to as Mnage- literally the housework. Mnage is a part of being ready for service. The head waiter is in charge of the mnage duties. Page-1

The following may be the mnage routine: Morning Duties: Open all windows to air the restaurant Vacuuming the carpet or sweeping the floor( when not done by the housekeeping staff) Dusting the furniture Polishing glass: mirrors, glass shelves, show pieces Cleaning the silver articles Changing the linen Re stocking sideboards Preparing the buffet counter Setting the tables About 1 hour prior to service close the windows, put on the AC if the restaurant is AC and set the temperature at 21:C

Evening Duties: After service of the final meal of the day, the duties include Clearing the restaurant Placing the condiments(salts, peppers etc) on a table near the service door Emptying the butter dish, mustards, perishables on the table Removing the flowers to a cool place Folding the clean and unused table cloth and piling them on one table Chair design permitting stacking the chairs to allow easy cleaning of the floor. Checking the furniture, fittings, and electric equipments for faults and reporting the same to the maintenance.

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/2 Topic: Setting up and preparing for service: Preparation for service is also known as Mise en place or putting in place. The responsibility of mise en place is on the Head waiter. Mise en place duties are usually assigned for a set period to waiters on the work schedule also called ROTA. A station waiter is held responsible for all such duties concerning the tables and sideboard that make up his/her station. A waiter is responsible for ensuring that equipments used on his table are spotless. The following duties are included in mise en place: Table cleaning: If glass top- use a damp cloth first and then with polishing cloth. Polished wood top tables need daily cleaning with a proprietary polish from time to time. Side boards: Clean in the same way as tables Chair cleaning: Dust thoroughly. Polish occasionally. Mirrors: Polish with a dry polishing cloth. Flowers: Need to be placed in clean vases. Check for freshness. At the end of the shift take them to the flower room or a cooled place. Linen: Exchange linen with the linen room on a CLEAN for DIRTY basis. Counting, exchanging and filing up the linen exchange register is the work of the waiter during mise en place. Condiments, sugar and preserves: Keep cruets, bowls, bottles and holders scrupulously clean Fill salt, pepper as and when required. Refill and wipe sugar bowls daily. Replenish mustards before each service. Clean necks of sauce bottles before each shift. Clean and polish trays daily. Wooden trays need cleaning with a damp cloth. Cutlery: Collecting cleaned cutlery from the dish wash, while it is still warm and moist, wiping them, polishing them if required and storing them well segregated in the sideboard is another important duty of the waiter. Glassware: All glassware has to be spotlessly clean, free of chips before they go on the table. Chinaware: Crockery should be wiped while it is warm and stacked and stored completely dry. Ice: Collecting fresh Ice prior to each shift, placing them in buckets on the sideboard is another important function. Stacking the refrigerator with aerated drinks, waters. Filling up the plate warmer, collecting hot rolls and putting them into the hot case. Collecting butter cubes, filling water jugs. Page-1

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/2 Topic: Setting up and preparing for service: Page-2

Setting up the covers, folding extra napkins, laying fresh tray cloths, Wiping the menu card, checking the order taking books, console, wiping the bill folio Filling up the tooth pick holders, straw holders, mouth freshener trays. Checking with the chef for specials of the day, not available items.

Key Words: Mise en place Rota Station Head waiter Clean for Dirty Condiments Preserves

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/3 Topic: Use of Tray: The equipments used by waiters to carry things in the restaurant are Salvers and Trays. They come in various sizes for the convenience of the waiting staff. Using a salver: Salvers are used mainly to serve drinks, ice, clearing glasses, serving desserts in bowls with under liners, soups, tea, coffee etc. Lay a clean cloth on the salver to prevent slipping or use anti skid salvers. While clearing glasses on a salver do not allow them to knock against one another thereby making noise. Page-1

Using a tray: In a restaurant do not carry bottles or alcoholic drinks on trays, use salvers instead. Large trays are used in the restaurant for fetching and clearing. Trays in hotels are mostly used in the room service to carry orders to the room. In room service depending on order, a tea tray, a continental tray (for breakfast) and the American tray for lunch, dinner are used. In room service trays are carried by the service lift to the floors and then by the shoulder to the room. Like salvers, trays are also covered with a tray cloth before the orders are picked on to them. Today fast food outlets order load trays with an entire which is carried by the guest or the waiter and put on the guest table, often food being directly consumed from the tray. In room service the trays are often left in the guest room, hence cleanliness and maintenance of trays is of great importance. Clearance of dirties from rooms is also done on the tray. In most hotels the room service lays the basic tray much prior to beginning of the shift to speed up the delivery. If trays are used during service in a restaurant, load them safely and correctly. Do not risk overloading. Place the heaviest article in the centre to aid balance. Never carry glasses in the same tray in which you are carrying dishes. Apart from risk of toppling there is also a chance the glasses getting smeared.

Key words: Salver Tray- Tea, continental, American Tray cloth

Carrying a salver

Carrying a tray

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/4 Page-1

Topic: Care and Maintenance of crockery, cutlery, hollowware, flatware and glassware: Care Of Crockery: The table below lists important crockery used in a restaurant with their uses and the care to be taken while using them. SL NO. 1. Name of crockery Quarter plate Uses / Course Under liner, side plate used as a basic table appointment placed on the left hand bottom corner of the cover for breads. The logo if any on the quarter plate should face the customer. Used for all side courses like starters, pasta, eggs, Poisson, entre, legumes savory and entremets. Food is usually brought pre plated on this plate. It is also used for service of snacks, breakfast, brunch and high tea. Used for service of the main course. A large dish with an indentation in the centre. Used for service of thick soups, stews. Used for service of soups it is placed on an under liner before service. A double handled soup bowl for service of consomm soups. Served on a tea saucer, Tea cups are used for service of different kinds of tea and also for coffee during breakfast. Used for service of coffee after lunch / dinner. The ABC if made of clayware may also be included in this category.

2.

Half plate

3. 4.

Large plate / Dinner plate Soup plate

5. 6. 7.

Soup bowl Consomm cup Tea cup / Saucer

8.

Coffee cup / Saucer

9.

Cruet Set

Points to be noted : 1. 2. 3. 4. 5. Logo if any on plates should face the customer. Chipped or cracked crockery should be discarded immediately. Crockery should be wiped while still moist and warm. Crockery should never be washed in the same batch with cutlery or flatware. The logo on soup bowls, cups should face the customer sitting opposite.

6. Logo on the centre appointments should face the main door. 7. Crockery placed on the table should be placed at least 1 inch inside the edge of the table. 8. Quarter plates used as under liners, Tea saucers and coffee Saucers should all be covered by a suitable doily paper. 9. Hot food should be served on a hot plate whereas cold food should be presented on cold plates. 10. Carry plates to the table in stacks .Check pictures at the end.

11. Food with quarter plate under liner and cups on saucers are carried on salvers.

PICTURES Some common crockery:

1) Quarter plate 2) Half plate

3) Full / large plate 4) Coffee cup and saucer 5) Tea cup and saucer

1) Soup plate and large plate as under liner 2) Soup bowl with saucer and quarter plate as its under liner 3) Consomm cup with saucer and quarter plate as its under liner 4) Cruet set ( Salt & Pepper) Care Of Cutlery: Though the term cutlery strictly means only knives used on the guest table, today it is commonly used in hotel parlance to indicate all spoons and forks besides the knives which are used on the guest table. The term flatware relates to all the spoons and forks used on the guest table. SL NO. 1. 2. Name of knife A.P Knife or small Knife. Side Knife Used for eating / course Starters, Entre when it is not a main course, legume, savory. On the side plate to be used for cutting bread rolls.

3. 4. 5. 6.

Fish Knife Large Knife Cheese Knife Butter Knife

Starters, Fish course. Main course, relevee, roasts, grills, entre. If it is served as the main course. Service and eating cheeses / Fromage or Savory course. Passed with the butter dish for cutting and applying butter.

Points to be remembered : 1. Hold all cutleries by their handles only. 2. Carry cutlery to the tables from the side board on a clean salver. 3. Before use, wipe the cutlery with a wiping cloth (wiping procedure is dealt in detail in lesson 10). 4. Place cutlery on the right hand side of the cover as it is used for cutting food. 5. The exception to the above rule is the side knife which is kept on the side plate which in turn is placed on the left of this cover and the butter knife which comes with the butter dish and is placed adjacent to the ABC. 6. Place knives on the table in such a way that all their cutting edges face in the same direction i.e. towards the guest plate Exception: The cutting edge of the side knife faces away from the guest plate. 7. Not more than 3 (three) knives can be kept on the guest table at the same time. Note: This does not include the butter knife. 8. Do not repeat cutlery side by side on the same cover. 9. A cover is defined as the space required for the complete service including placing his cutlery, flatware etc on a guest table, of one guest. 10. The large knife is always the innermost knife on the right of the cover. 11. The water glass is always placed on the tip of the large knife. 12. Cutlery include all the knife used by the guests on the table to cut food.

1. 2. 3. 4. 5. 6.

ALL PURPOSE KNIFE SIDE KNIFE FISH KNIFE LARGE KNIFE CHEESE KNIFE BUTTER KNIFE

Care of Hollowware and flatware: HOLLOWWARE: These are equipments used to carry food or beverage to the guest table for service. SL NO. 1. 2. 3. 4. 5. 6. ITEM Water Jug Tea Pot Coffee Pot Entre Dish Small, Medium, Large Butter Dish Creamer USES For service of water to the guest. Tea service Coffee service To carry food from kitchen to the guest plate For serving butter on the guest table For service of milk

7. 8. 9. 10. 11. 12.

Sugar Pot Sauce Boat Preserve Pot Condiments Tray Toast Rack Platter

For service of sugar cubes , sugar , salt , pepper , sauce sachets For service of sauces For serving jam, marmalades on the table For offering condiments and mouth freshers to guest For service of toasted bread on the guest table Serving rice , noodles etc

FLATWARE: SL NO. 1. 2. 3. 4. 5. 6. 7. 8. 9.. 10. 11. SPOONS All purpose Spoon Tea Spoon Coffee Spoon Soup Spoon Service Spoon Mustard Spoon Ice Cream Spoon Sundae Spoon Preserve Spoon Bar Spoon Salad Spoon USES Cover set up for pasta , rice , entremet , eggs etc Service of tea and passed with juices , fruit salads etc Service of coffee during lunch and dinner Soup service Serving food from platter, entre dish to plate For serving mustard For eating ice creams For eating sundaes from tall glasses Applying jam Multipurpose spoon used in a bar Serving salad on a buffet table

FORKS: SL NO. 1. 2. 3. 4. 5. 6. FORKS Service Fork All Purpose Fork Fish Fork Large Fork Pastry Fork Salad Fork USES Used with service spoon for service of food Used with AP Spoon as a cover for pasta , eggs entremets Cover for eating fish Cover for entre relevee and roti For service of pastry during high tea Used with salad spoon for service of salads from a buffet

POINTS TO BE NOTED: 1. Water jugs are carried by their handle and placed on the side board with a quarter plates under liner. 2. Tea pot, coffee pot, milk pot, sugar pot, butter dish are all carried on a salver to the guest table. 3. Use a pot holder with tea, coffee, and milk pots to hold their handles for service as these get very hot due to the heat of the beverage being served. 4. Hold a serviette folded below an entre dish or platter while serving from this hollowware. This prevents the palm from getting scalded from the heat of the food. 5. Spoons and forks are always held from their handles. 6. Spoons are placed on the right of the cover with knives whereas forks are placed on the left. 7. Place all spoons and forks half an inch inside the edge of the table. 8. Flatware are carried to the guest table on a salver or folded in a clean serviette. 9. Flatware are to be polished daily in a manner similar to cutlery and glassware by dipping in hot water containing vinegar, draining the water and wiping the flatware whilst it is still moist. 10. Ensure that all flatware are sparkling clean before being placed on the table.

Pictures A) Hollowware

1. Butter dish 2. Condiments Tray 3. Preserve Pot 4. Toast Rack 5. Entre Dish 6. Platter

B)

1. Coffee Pot 2. Tea Pot 3. Water Jug 4. Sugar Pot 5. Creamer/Milk Pot 6. Sauce Boat

C)Flatware:

1. All Purpose Spoon 2. Service Spoon 3. Soup Spoon 4. Tea Spoon 5. Coffee Spoon 6. Mustard Spoon

D) Flatware:

1. Ice Cream Spoon 2. Sundae Spoon 3. Jam Spoon 4. Bar Spoon 5. Salad Spoon

E)Flatware:

1. Service Fork 2. All purpose Fork 3. Fish Fork 4. Pastry Fork 5. Salad Fork

Care of Glassware: Glassware used in a restaurant is of two types- tumblers, glasses with a bowl and a base only, and goblets- which have a base, a bowl and a stem. Serial No Name of the glassware Use

TUMBLERS

1.

Hi ball glass

Serving water

2.

Collins

Serving cocktails, chilled juices

3.

Slim Jim

Serving juices, on ice cubes, cold coffee etc.

4.

Old Fashioned

Serving whiskey either neat or on ice

5.

Rolly Polly

Serving Bloody Mary , the most popular cocktail of the world, spirits with ice Serving canned juices during breakfast

6.

Pony Tumbler

GOBLETS

1.

White Wine

Service of white wine

2.

Red Wine

Service of red wine

3.

Champagne Tulip

Service of champagne of the guest table

4.

Champagne Saucer

Service of champagne on a dance floor or when the guest is standing. Service of brandy, flamed coffee

5.

Brandy Balloon Service of fresh juice, wine, may be used on an all purpose goblet

6.

Club Goblet

Service of Lager Beer

7.

Beer Goblet

Used for service of cocktails

8.

Cocktail Glass

PICTURES

A) GOBLETS

1) 2) 3) 4) 5) 6)

Brandy Balloon Beer Goblet Champagne Tulip Club Goblet Red Wine Glass Champagne Saucer

B) Tumblers

1) 2) 3) 4) 5) 6)

Roly Poly High Ball Slim Jim Pony Tumbler Old Fashioned Glass Collins

C) Table set with water and wine glasses

Points to be noted:

2. 3. 4. 5. 6. 7. 8. 9. 10. 11.

Check the glasses for chips before use Glasses should be wiped till crystal clean For best effect dip glasses into hot water mixed with mild acid like vinegar or lime juice. Allow it to drain and wipe using a wiping cloth while still warm Hold clean glasses from their base Check glasses for lipstick stains, smudges. For this hold it in a backdrop of a strong light Thinner glasses are of a greater quality than thicker ones. Use correct glassware to pour drinks. The water glass is placed on the tip of the large knife Wine glasses are placed next to the water glass on a diagonal. If more than one wine is served in a menu, the first wine glass is placed outermost, i.e., the furthest from the water glass. 12. Always carry glasses on a salver 13. Glasses are delicate wash them in glass washers or separately

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/5 Topic: Laying of the table and laying of covers : Laying of the guest table is fully an activity based session: First the table cloth is laid and then the cover set up is completed. LAYING A TABLE CLOTH: Page-1

Ensure that a table cloth is laid with its right side up, well laundered and ironed. The following steps may be followed to ensure that a table cloth is professionally laid.

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.

Put the table in the correct position. Ensure that the baize of the table is firmly in position Choose the correct sizes of table cloth for all the tables Stand in the centre part of the table between its two legs. Place the folded table cloth on the table in such a manner that the open edges face you and the main folds are away from you. Open the cloth with its woven edges and the double fold face you and the two double folds face away. With the thumb uppermost, the top flap between the thumb and the first finger and the central fold between the first and second finger. Spread arms wide, stretch as far as possible to reach the opposite end of the table. Release the bottom flap (the loose end) over the other edge of the table. Release the centre fold and open the table cloth over the table top. Inspect to ensure that the table cloth hangs evenly from all the sides. Adjust the cloth where needed. Push the chairs into position.

Relaying a table cloth during service or when guest are present:

Sometimes table cloths may be soiled during the guest service and the guest could ask for a replacement of the soiled table cloth. Also, after a guest leaves a table after completion of his meal, Sometimes the table may need a change of table cloth before it can be set again for a new set of customers.

In such cases it should be ensured that the baize or table is not exposed or visible to the guest during the change of the table cloths. The following steps may be followed: 1. Any article like A B C, glassware, napkins etc on the table should be removed and carried to the sideboard/dish wash on the salver. 2. Crumb the first table using a crumbing set so that no excess food matter sticks to the table cloth. 3. Select the correct size of table cloth. 4. Stand at the centre of the table. 5. Place the new table cloth at the far end of the table in the same way as laying a fresh table cloth. 6. Open the table cloth and allow the first and middle folds to open at the far end. 7. The table cloth would collect lightly over the chair on the opposite side. 8. Without leaving the fresh table cloth pinch the far ends of the soiled table cloth with the thumbs of both hands stretching to reach the two sides of the table. 9. Draw the soiled cloth out while allowing the fresh one to be drawn in at the same time. 10. Inspect the clean table cloth. 11. Take away the soiled table cloth

Laying a table cloth

Changing a dirty table cloth during the service time

The following may be undertaken for laying covers on the table: 1. Plan some standard Table d hote menu & try to set the cover required for all of the them 2. Also set up covers for a standard a la carte menu in a coffee shop & multi cuisine restaurant The activity needs a lot of personalized attention & practice. The following should be in kept in mind in this activity. 1. Put table & chairs in position & see to it that they are not wobbling. Nothing is worse than making your guest sit on a wobbling table. 2. Ensure that the table & chairs are well cleaned 3. Check if the baize is in position. 4. The standard height of a restaurant table is 30 & that of a chair is 18 from bottom to seat. 5. Lay the table cloth squarely with its centre fold forming a clean line down the middle of the table it should have a fall of 9 12 on all sides. Ensure that the table cloth & linen is well cleaned & ironed. A decorative piece like a flower bud in a budvase is needed on all table .Avoid strong smelling flower which would interfere with the flavor of the food 6. Crockery , cutlery , flatware & glassware used on the cover should be spotlessly clean A cover is the space required for placing all the silver, china, glasses and linen for one person . The standard of a cover is 24 by 18 inches a specialty restaurant & 22 by 15 in a coffee shop. 7. The silver placed on a table are placed from outside to inside. Only silver needed for a meal are placed on a cover. 8.Knives & spoon are placed on the right of the cover where as the fork are placed on the left .In exceptional cases the forks & spoons may interchange example spaghetti , noodles , omelet etc however knives should never be placed on the left of the cover .

9. The silver & glassware should be brought from the side board on a salver & never with bare hands. They should be handled with a waiters cloth. Salver & trays should have a tray or salver cloth on them to reduce skidding. Today anti skid tray are also available in the market .Silver should be handled only with their handles & never on the blades. Similarly hold glass at their base & never on the bowl. 10. Not more than 3 knives can be placed on the cover. 11. The water glass is placed on the tip of the large knife. 12. The butter dish is placed adjacent to the centre appointments budvase & cruet set. Place a butter knife alongside the butter dish. 13. A napkin is placed at the centre of the cover in an attractive fold. Tall fold are meant for dinner where as flat fold & short fold are for lunch. 14. All silver & crockery are placed half inch away from the edge of the table. 15. A quarter plate is placed on the left of the cover with its logo facing the customer. A side knife is placed on this plate with its cutting edge facing away from the cover 16. Lay covers exactly opposite to one another. 17. The logo on the centre appointments should face the main door. 18. All plates placed for service should have their logo facing the customer. 19. The cutting edge of all knives should face the same direction that means in wards, towards the cover with only the side knife being on the left facing away from the cover. 20. Do not repeat cutlery next to one another. 21. When a menu is long, lay up to the main course & after clearance of main course bring the cutlery needed for the subsequent courses from the side board. 22. The dessert indicator is placed on the top of the cover with the spoon above of the fork spoon handle to the right & fork handle going to the left. 23. For every silver placed on the right of the cover there need s to be something on the left. The general exception to this rule is the soup spoon although there are some classical hors doeuvre which needs special services which may be in exception to this general rule. 24. Tea spoon, coffee spoon are always passed with the cups & are never placed on the cover. POINTS TO BE REMEMBERED: 1. The rules of table laying are general indicators. 2. Establishments do change them for the sake of convenience. 3. These rules only help in bringing uniformity & standardization. They are general indications to help you set neat, balanced covers. 4. Do not over emphasize on rules & sacrifice conveniences.

Picture :

A table with an A la carte setup

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/6 Topic: Preparing of sideboard for service: The sideboard or the dummy waiter is extremely important furniture and it needs to be well stacked before the customers are due to arrive. The sideboard is stocked or arranged in the same, uniform fashion so that there is no confusion when waiters change stations. Items commonly needed on the sideboard include: Ashtrays Bread baskets Bottle openers Butter dishes Condiments like W sauce, Tabasco, Tomato ketchup , pickles, pickled onions Waiters friend Oil and vinegar cruet Mustard pots Cutlery and flatware soup, tea spoons, fish knife & fork, dinner knife & fork, dessert spoon & fork, side knives, butter knives and special cutlery as per the needs of the menu on offer. Doyleys Fingerbowls Glassware and water jugs Matchbox Kot books and scribbling pads Service equipments Trays, salvers and crumbing set Plate warmer Menu cards Area for fresh spare linen Box for collecting the dirty linen Page-1

Sideboard cutlery and flatware arrangement: Silver should be carried to the sideboard from either the silver room or the dish wash. These should be sorted into different types and placed into different compartments or drawers of the sideboard, the prongs facing sideways. Spoons and forks are placed on the left of the sideboard drawers whereas the knives are placed in the right side drawers. Placing more than one cutlery in a compartment should be as far as possible avoided.

Other items such as bowls, rolls, and water jugs are also kept ready on the sideboard.

A sideboard or dummy waiter

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/7 Topic: Napkin Folding: Today elaborate folding is less fashionable than what it usec to be earlier. Guests dislike excessive handling of their napkins by waiters for folding. Customers prefer simplicity rather than complexity in table decoration. Page-1

Folding of cloth napkins is undertaken for two principal reasons: To present the guest a personal table napkin at the cover To aid the presentation of food Managements want to create a niche by having different types of folds during different meal periods.

Factors in folding: Modern napkins tend to be smaller in size as compared to olden days, it is an expensive commodity. If a napkin is not exactly square many folds are difficult to be made, hence good tailoring is essential for napkin folding Napkins need to be spotlessly clean and well starched lest they may pass on negative impression to the guest. Napkins made of manmade fibre are best avoided in making napkins as they are not friendly to the skin and are difficult to fold.

Examples of folds: J. Ginders, A guide to napkin folding and M. Von Bornstedt and U. Prytz, Folding table napkins both describe about forty different types of napkin folding. However, it is not necessary to do more than two or three types from which the waiting staff may develop a requisite range. Napkin folding is, in any case learnt best by industrial exposure and practice rather than from books. Simple folds like merely folding in half for a triangle, a single roll in a napkin ring are most preferred forms of napkin presentation. Basic styles of folding napkins that may be practiced include The cone The fan The Book fold The candle The Bishops mitre

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/8 Topic: Use of service cloth: During the service a waiter should have a waiters cloth a soft, clean cotton cloth, ideally a damask, folded on its length, and worn over the left wrist ( for a right hander).When a waiter is not using the waiters cloth, say while carrying a tray to the room, it should be neatly folded and kept in the trouser pocket. This cloth is mainly used to protect the waiters left hand when placing hot plates and serving dishes from entre dishes or platters. Use waiters cloth only for purposes intended. It is used below the platter while presenting a dish to the guest. Never use table napkins as service cloth. Other uses of the service cloth include: Wiping spillage from a plate or the rim of a cup. Wiping the underside of a dish before placing it on the guest table. Handling plates, hot or cold. Carrying stacks of plates Carrying a salver While standing at the sideboard, stand erect with a service cloth hanging on the wrist of your left arm. Polishing glasses and plates prior to service. Page-1

Wiping a plate

Glass Wiping

Wiping Spoons

Carrying a stack of plates

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/9 Topic: Receiving and seating guests: Today the receiving of guests varies to a great degree from one establishment to another, from special reception lounges where a welcome aperitif may be served to a waiting lounge , to a more common reception at the restaurant entry, what is sought is spontaneous, friendly, trained staff at the restaurant entry. A hostess or greeter may be assigned the job of receiving guests. A salutation according to time and a subtle enquiry as to the number of guests is usually used. The head waiter then takes over and gestures the host doing so with an open palm and never pointing with fingers. He helps the ladies to be seated and then calls the station head waiter, introduces the guest and leaves the guest in charge of the station head waiter. The station head waiter has to salute according to the time The guests should be made to feel welcome The head waiter introduces the name of the waiter in charge of the table to the host. Where an evening dress is worn, wraps or coats may have to be taken of the guests by the station head waiter. It may be needed to add, reduce or alter covers depending on the guests, their preferences etc. Joining tables, adjusting center appointments if need be to suit the guest is done at this time. Page-1

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/10 Topic: Taking an order: Once a guest has been suitably and comfortably seated, comes the ordering procedure. Taking a clear well suited order, balanced with beverages and with dishes complementing one another is a special art that demands patience, knowledge of food and beverage, experience, and the art of up selling. Taking the order for appetizers: The head waiter usually approaches with the aperitif and starter menu to enquire if one is desired with suggestions of the days specials if any. Handling the menu card: Unless there is a pre order for a table, as soon as the guests are seated, the menu is presented. If the station head waiter is busy at another table, he should apologize for the delay and attend to the new guests as soon as possible. Never ignore a tableOnce the aperitifs have been served, the station head waiter approaches the host from the left, unfolds the napkin and offers it to him places the menu in front of him and allows time for a study of the menu. The need of an order: It makes the guest choice known. The recorded instruction acts as a reference for the chef with personal choices, likes mentioned. It is the basis for the cashier to prepare a bill. Waiting for the order: When menus are long, it might take the customers some time to place the order. During this time, water may be served, Rolls offered and napkins offered. The waiter should not stand too close to the guest to be felt an interference in the guests talk, but should be available should he be called. Taking an order: After giving the guest a reasonable time to study the menu, the waiter should approach him with a pad in hand. Record the dishes with preferences of the guests. These order books or Kot as they are called are usually in triplicate, the first copy goes to the kitchen, the second to the cashier and the third is the waiters copy. Page-1

Information required on the guest order includes: The waiters code The table and station number Number of guests, date, the number of portions of each dish.

Clarity and identification of orders: Usually organizations code chairs at each table so that by indicating the cover number on the order the waiter can identify who has ordered what? This clarity can be further strengthened by repeating the orders to each of the guest and taking their approval.

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/11 Topic: Placing an order in the kitchen: As the order taker, the waiting staffs know the order of service of dishes. He hence goes to the appropriate section of the kitchen or the aboyeur and hands over the order to him. The aboyeur calls out the order and files the Kot on the series of spikes in front of him indicating the different tables in the restaurant, and it remains here till the order is prepared and picked up by the waiting staff. The Chef de partie on hearing the orders respond in acknowledgement and start preparing the dishes. Such calls continue throughout the service period. Thus the order taken by the waiter passes through the aboyeur, gets checked by the chef, prepared by the different sections, reassembled at the aboyeurs desk from where it is carried back into the restaurant. The orders containing alcoholic beverages are taken on a BOT or bar order ticket. These orders are handed over to the head barman by the waiter, who in turn hands over the same to a barman to make the drink. The order is checked by the head barman before it is picked up by the waiter for service. Page-1

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/12 Topic: Service of common food items: Service of dishes takes place mainly in two forms: Pre plated service and silver service or full waiter service. Pre Plated service 1. Pre-plated food are such dishes which are difficult to be served from platter to plate .The concept of pre-plated food was introduced by the Americans where quick service was considered more important than elaborate silver service . Hence pre-plated service is also called American service. The food is portioned on to the guest plate in the kitchen; hence presentation, portion size, etc. are highly standardized. Service skills are comparatively lesser in pre plated service as the waiters picks Up the plate from the kitchen and places it on the guest cover at the table. The following rules have to be observed for pre plated service: 1. The food is served from the right 2. The plate is the clearance is from the right 3. Accompaniment are already pre plated .Incase guests ask for more the same is portioned in dishes and placed on the table with service spoon and the fork. 4. It is a fast form of service 5. Pricing of food in pre plated service restaurants is comparatively lesser. 6. it is ideal for coffee shop. 7. It is an informal type of service Pre Plated Service Procedure Stage I: Insure the kitchen has enough crockery to pick up different food Since in pre plated service food has to be portioned into guest plates and bowls, ensure enough hot and cold plates, soup bowls, soup plates etc are available on the kitchen counter. Stage II: Ensure the correctness of food pick up: In pre plated service as in silver service, the activity at the abouyerss desk is important .Ensure that the plate is correct, match it with the waiters copy of KOT and ensure food being picked up is correct. Stage III: Promptness in Servicing: Page-1

-> After food is picked up, present it to each customer, announce loudly so that the order is reconfirmed and serve from the right. -> While serving, put your right leg forward and place the plate in the centre of the cover with logo facing the customer and the plate about half inch away from the edge of the table. -> When more than three pre plated plates are to be picked up, the waiters should use an American tray to carry the food from kitchen to side board. From the Side board f0ood can then be served to the guest. -> Any Pre plated beverages are also served from the right and placed to the right of the water tumbler. -> Once the Guest has finished his meal clear from the right.

Pre-plated Service Silver Service : Remember the following rules: 1. Empty plates are placed from the right. 2. Hot food is served on pre warmed plates. Cold food is served on a cold plate. 3. Silver service is done from the left. 4. While serving from the left, present the food, put your left leg forward so you can go close To the guest plate, bend and serve onto the plate. 5. Serve in small quanties, do not heap food onto the guest plate

6. Clearence is done from the right 7. Glasses are placed from the right. 8. Drinks including water are served from the right. 9. Used glassware is cleared from the right.

SILVER SERVICE PROCEDURE: STAGE 1. ENSURE THE CORECTNESS FOOD BEING SERVED *check the food being picked up with the waiter copy of KOT *ensure that the portions are correct *the hollowware used should be cleaned and adequate *ask the chef the name of the food accompaniment in case you are in doubt STAGE 2. SEQUENCE OF SERVICE If some guest are to be served cold food and others on a table have ordered hot food do not pick up two orders together serve the cold dishes first. STAGE 3. PRESENTING THE FOOD Present each dish to the host for approval and announce it so as to confirm it was ordered. If the table is large present it at the other end also before actual service. STAGE 4. CARRYING THE ENTRE DISH Carry an oval dish length wise on your palm protect your arm with a folded waiter cloth .Do not handle dishes hot or cold without the waiters cloth .For larger dishes stretch out your finger under the dish to gain better control . STAGE 5.SERVING FROM THE ENTRE DISH. *stand on the left of the guest *put your left foot towards the table *bend & bring the dish adjacent to the guest plate *serve with the service spoon & service fork as practiced in the module 12 STAGE 6. SERVING FROM A PLATTER *Ensure that the guest have been given warm plates *serve from the left *hold spoon & fork adjacent to one another & serve similar to that from the entre dish STAGE 7. SERVING FROM A DEEP HOLLOWARE

*Place the dish on an under plate *ensure that you serve on a warm plate *carry a stack of warm plates on a waiters cloth *serve with service spoon & fork similar to the entre dish. *use separate spoon & fork for each dish *since deep hollowware is used for serving liquid or gravy dish take care that when serving you do not spill on the rim of the guest plate STAGE 8. POSTIONING FOOD ON THE PLATE *Fish or meat is served on a lower center of the large plate *sauces and accompaniments at the top right 2O clock position. STAGE 9. Use salvers to serve coupe based dishes, Cups, glasses and beverages. As also clear the same on salvers. POINTS TO BE NOTED: 1. Only practice can make a waiter confident to serve on a guest table 2. Before serving real time serve & practice regularly in a mock practical session. 3. Silver service is the basic art of high class service. A waiter efficient in this form of service can adapt to all other types of service. PHOTOS: 1)

Silver service from an entre dish

2)

Silver service from a platter

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/13 Topic: Service of common beverages: Common beverages served in restaurants are: water, tea , coffee and juices. Service of water: Water is served in Hi Ball glass / water goblet. Water glass is always placed on the table as a part of the cover. Water is always served chilled or as desired by the guest. The glass is served / placed on the right hand side of the guest and on the tip of the large knife. The potable water is poured / served from the right hand side. The water jug is held in right hand and the left hand is kept behind. In some restaurants the water jug is kept on the quarter plate and the left hand is used to hold the plate and with the right hand the water is served in the glass. In case there is a monogram then water is never served above monogram. Otherwise the water should never be served till rim as it will be difficult to drink water. During the entire service the water should immediately be refilled as soon as guest has consumed approximately 1/3rd of the glass. When water is served from bottle then the waiter must ensure that the desired / ordered mineral water or water bottle is only brought to serve. Ensure that the bottle water is chilled or as desired by the guest. The bottled water is always opened in front of the guest. The water is served directly from the bottle. After service the bottle can be kept at side board and water is re-served from the bottle as and when glass is partly empty or as and when guest desires. In case guest wants the bottle to be placed on the table then it is kept just above the water goblet / glass on the right hand side. Page-1

Service of water from a jug Service of tea: Tea is served from the right hand side. In case guest has ordered only tea then tea cup along with tea saucer and tea spoon is placed in the centre of the cover. The handle of the cup should be at 45 degree angle and the spoon should be under the handle of the cup placed diagonally. But if some snacks are also served along with tea then tea cup is placed on the right side of the cover, just adjacent the small knife and about 2 3 inches above the edge of the table. The tea cup in French is Tasse and its capacity is 6 2/3 ozs. Tea pot containing hot tea along with milk pot and sugar pot is brought together. In case tea leaves are used then waiter must bring a tea strainer. Before serving tea, guest is asked whether he would like to have black tea or white tea (tea with milk). Sugar is served first after asking the guest, and then hot tea is served with a request to ask the guest say when (means how much tea is to be poured so sufficient space is left in the cup to serve milk). The milk is served at the end. After serving the tea ensure guest has found his tea perfect and if he desires more milk, sugar, tea, etc. can be served to make his cup of tea most acceptable to the guest. Hot water should also be brought while serving tea as, if the guest finds the tea very strong, then hot water can be mixed to dilute the tea. In case of room service it is must to carry the hot water in a pot / thermos as the tea may get very strong before service. Tea can also be served with lemon. The lemon wedges are served on quarter plate with a small fork so the guest may help himself. The quarter plate containing wedges is place on the right hand side of the

tea cup. In case of lemon tea no milk is served. Usually lemon teas are served light or should be served with separate hot water.

Salver set up for service of tea

Table set up for tea service Service of Coffee: Coffee is served from the right hand side. In case guest has ordered only Coffee then coffee cup along with coffee saucer and coffee spoon is placed in the centre of the cover. The handle of the cup should be at 45 degree angle and the spoon should be under the handle of the cup placed diagonally. But if some snacks are also served along with coffee then coffee cup is placed on the right side of the cover, adjacent the small knife and about 2 3 inches above the edge of the table. When coffee is served after lunch or dinner then it is served in coffee cup (half the size of tea cup) but if coffee is served at any other time then it is served in the tea cup. The capacity of tea cup is 6 2/3 ozs. But the capacity of coffee cup is 3

1/3 ozs. Tea Cup in French is Tasse and coffee cup in French is Demi Tasse. Coffee pot containing hot coffee along with milk pot and sugar pot is brought together. Coffee can also be served with cream. In case guest orders for coffee with cream then creamer along with fresh cream is served along with coffee instead of milk. Before serving coffee, guest is asked that whether he would like to have black coffee or white coffee (coffee with milk). Sugar is served first after asking the guest, and then hot coffee is served with a request to ask the guest say when (means how much coffee is to be poured so sufficient space is left in the cup to serve milk). The milk is served at the end. In case of coffee is served with cream the cream from the creamer is served at the end instead of milk.

Salver set up for service of coffee

Table set up for service of coffee Service of Juices: Usually fresh juices are picked up from kitchen / pantry and are billed on food bill and canned juices are picked up from bar and are billed on beverage bill. Juices can be served in small or large portions. Small juices are served in pony tumbler and large juices are served in Hi Ball glass. Juices are served chilled without ice. But in case guest desires then the ice cubes can be served.

Service of chilled juice

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/14 Topic: Clearing and crumbing of table: Clearing the table may consist of the following stagesClearing cutlery with plates: To remove plates with cutlery on them after the guest has finished his meal, pick up the plates with the right hand and transfer them onto the left, thumb on the edge of the plate, the mid two fingers under the plate and the last two pointing out from the side of it. Place the second plate on the forearm with the under rim behind the thumb joint and on the two extended fingers, crumbs on this plate should be pushed down on to the first plate. Continue round the table and finish with the host. Clearing dishes: If any dishes have been left on the table for guests to serve themselves, return any which contain food to the kitchen and the rest may be left at the dish wash. Clearing vacated tables: Clear used items immediately from a vacated table. Lay a new table cloth if needed and set new covers so that the table is ready for taking new guests. Check the chairs for any smudges and crumbs. Crumbing down: Remove the cruet from a table at the end of the main course and prior to service of the dessert or sweets. Also remove unwanted cutlery and empty bottles. Use a crumbing pad to remove crumbs from a table before the sweet may be served. Brush the crumbs to the edge of the table and then collect them on the crumbing pad. Page-1

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/15 Topic: Presentation of bill and settlement of payment: Consider the following : Do not present a bill till the customer asks for one. Always check the bill before presentation and ensure it is correct. Present bills in a clean folio. Do not give the customer an impression to the customer that you are hastening his departure. Bill settlement today can be of two main types; Cash settlement- Take the money and the bill to the cashier. Place the receipted bill with change if any in the folio and place it in front of the guest from his left. Do not wait for a tip. If a customer leaves a tip, do not collect the folio till the customer has left. Salute the guest Thank you as he is escorted out. Credit card payment:- If the guest wishes to settle by card, take his card, check for validity and take it with the bill to the cashier. After the cashier has taken the impression of the card on a charge slip, present the slip with the bill to the customer with a pen for the guests signature. Take the signed charge slip to the cashier who would verify the sign and return the card which may then be handed back to the customer. Here again, if the customer were to leave a tip, wait gracefully for his departure before opening or removing the tip. Do not forget the salutation as the guest leaves. Page-1

Waiter Course (Six weeks): Practical Component Lesson Plan No: TM/16 Topic: Closing of restaurant: After the last of the customers have left and the meal time has drawn to a close, the head waiter puts the CLOSED signage in front of the main door. The door is locked from inside and the lights are dimmed. All tables are stripped of dirty linen which is sorted to be taken for wash. Good linen are collected and stacked into a sideboard after being neatly folded. The bud vases and flowers are collected and taken to a cold room or to the flower room. The water jugs are emptied, the bread basket and sauce boats, condiments returned. The AC and other electrical appliances are switched off. Stackable chairs are stacked so that the housekeeping can clean the floor. Washed dishes and cutlery are wiped and brought back to the sideboard. The physical stock of the bar is recorded. The KOT books are closed. A de briefing of the staff to take stock of the events during the shift is done. Lights are turned off, the staff may leave, the head waiter locks the back door and the keys are deposited to the security. Page-1

REFERENCES AND FURTHER READINGS :

1. Modern Restaurant Service : JOHN FULLER, Hutchison. 2. Mastering Restaurant Services : H.L CRACKNELL and G.NOBIS, Macmillan. 3. Food and Beverage : DENNIS LILLICRAP AND JOHN COUSINS, Hodder & Stoughton. 4. Improving Food and beverage performance : KEITHWALLER, ButterworthHeinemann. 5. Bar and Beverage Book : KOSTAGIS, THOMAS AND PORTER,John wiley. 6. Food & Beverage service : BRUCE AXLER, CAROL LITRIDES , John wiley and Sons. 7. Text Book of F&B Service : SN BAGCHI , ANITA SHARMA , Aman Publications. 8. Food & Beverage Service : VIJAY DHAWAN.