Attributes of F & B Pro

1
1. Attributes of a Food and Beverage Professional
Every industry has its own set of requirements from professionals working
with it. Service industry, especially hotels require their staff to possess
certain attributes that are prerequisite to perform well. Food and
beverage professionals are expected to build upon the following
attributes:
1.1 Proper hygiene and grooming
There are hygiene standards which must be followed by every food and
beverage professional:
 Bathe everyday, without fail, before coming to shift

Bath
 Shampoo hair regularly to avoid dandruff
 Hair must be trimmed and clean at all times
Hair
 Hair must not touch the face. Hair must not be greasy or oily
 Males should shave everyday, before coming to shift
 Moustache, if kept must be neatly trimmed
Face  Do not wear strong aftershave
 Ladies should wear only light make up
 Do not use heavy perfumes
 Brush your teeth immediately before coming to duty
Teeth  Do not eat onion, garlic or smoke before your shift
 If you smoke, use mouthwash
 Always wash hands with soap, before coming on shift
 Keep your nails short and clean
 Hands must always be clean, free of any stains and skin
Hands
breaks
 Always wash hands with soap, immediately after using
toilets, eating, smoking or handling refuse
COE Delhi / Sep 2003

2
 Uniform should always be clean, laundered and ironed

 Change uniform whenever it is visibly soiled
Uniform  Change socks and undergarments everyday
 Always carry a handkerchief, and change it daily
 Uniform must be worn only on duty and not for personal use
Feet  Feet must be washed regularly and toenails kept trimmed
 Wear comfortable closed toed shoes
Shoes  Air your shoes
 Do not wear high heeled or open toed shoes
Cuts and  Cuts and burns must be covered with the correct dressing
Burns  The dressing should always be in proper condition
 Inform your supervisor, if you suspect or know that you are
Illness
not physically fit.
1.2 Fluency in spoken English

Language plays an important part in understanding the requirements of
international travelers and delivering them. Food and beverage
professionals must keep improving their communication skills in English.
1.3 Teamwork
All sections of a hotel work towards understanding the guest’s requirements
and delivering them to perfection. This can only be achieved through
coordination and co-operation. In its daily operations food and beverage
department needs support of the kitchen, housekeeping, front office,
maintenance, laundry, purchase and receiving, personnel and various
external suppliers.
1.4 Discipline and Honesty

In every shift, specific jobs are assigned to each staff. One must stick to these
jobs and complete them on time for efficient operations of the department. In
absence of supervision also one must follow the standard procedures for
completing every task.

3

4
1.5 Physical abilities

There are times when food and beverage professionals are required to work
overtime. Lifting and carrying service equipment also requires staff to be
physically fit.
1.6 Constant learning and development

Food and beverage in a specialised profession and staff must constantly
acquire new skills and improve upon their existing skills. Knowledge of menu
items and beverages is a must. One must strive to know all standard
operating procedures and practice them. Most of all, food and beverage
professionals must remember likes and dislikes of their customers.
1.7 Service Culture (Anticipation)

Every food and beverage staff must develop a keen sense of anticipating
customer needs. Delivering service even before one asks for it is the key of
success in a service establishment. Lighting a customer’s cigarette as he is
looking for his matchbox, helping a guest in carrying heavy baggage are a
few examples of such anticipation of customer requirements.
1.8 Courteous Behaviour

In every situation one must be able to focus on guest’s requirements and
handle all queries and complaints courteously. Courtesy must reflect in
speech, facial expressions, posture and actions. Guidelines for proper
etiquette and manners and standard polite phrases are given in next two
sections.
1.9 Tact
As the food and beverage professionals at all levels come across many
difficult situations, mostly involving guests, it takes tact and diplomacy to
handle such situations.

5

6
1.10 Appropriate Body Language

 Body language enhances perceptions, capability, understanding and
efficiency, by allowing reading of reactions.
 To use body language to your advantage while dealing with guests, one
must know what each signal means and being aware of unconscious.
 Some Body Movements and postures that are interpreted positively are as
follows:
− A firm handshake
− A natural smile and laugh
− Maintaining eye contact
− No hand-to-face gestures when speaking
− Straight relaxed posture, slight leaning towards guest
− Displaying of the palm
 Some Body Movements and postures that are interpreted negatively are
as follows:
− Little or no eye contact
− Furrowed brow
− Cool or quick handshake
− Placing a hand on the face
− Tight-set moth with no smile
− Rigid posture with feet flat on the floor

7
2. Etiquette and Manners
Guests observe more than grooming and appearance. They observe how staff
members carry themselves. Therefore the hotel staff needs to know
about etiquette and manners and practice them. Courtesy enhances
workflow and it is imperative for a good work environment.
Etiquette and manners enhance the ability to get along with those around
you, making others feel comfortable and important. It enables us to present
ourselves to our best advantage but one must remember that the world is
changing and the rules must change as a result.
2.1 Etiquette hints for Entrances and Exits
2.1.1 Revolving doors

 While moving through a revolving door, generally whoever comes first
leads the way.
 In case of hotel staff, they should make way for guests, people with
physical disabilities, old people, slow travellers and people with bulky
packages.
 Maintain a steady pace and never stop or change speed once inside.
2.1.2 Elevators
 The hotel staff should show the way using an open palm gesture whilst
holding the door using the elevator door button.
 One must always hold the door and help people with disabilities or heavy
packages.
 Make room for the guest. Do not crowd or push. If the elevator is too
crowded the hotel staff should volunteer to exit.
 Never gossip or discuss other guest or hotel issues whilst in the elevator.
 Hotel staff should always use the service elevators unless accompanying a
guest.

8
 The hotel staff should not stare at the guest or themselves through the
mirrors inside the guest elevator.

9
2.1.3 Stairs and Escalators

 The hotel staff should always let the guest pass unless leading the way.
 Do not rush or push people on a staircase, even if in a hurry. Do not
attempt to run on the escalator.
 Help people with disabilities, children, luggage and people with loose
clothing to alight and get off escalators.
2.1.4 Doors
 The hotel staff should observe guests approaching the door and open it as
the guest walks through.
 The door is opened in the direction in which the guest is going.
 Always open the door for the person behind.
 The hotel staff should greet the guest as he/she passes through the door.
 The hotel staff must thank anyone who keeps the door open.
2.2 Tips on Timing and Honouring Schedules

 The hotel staff should always specify the time that they expect to be
taken in fulfilling guest requests or responding to a query. For example, “I
would check that on the system and let you know in 2 minutes, Mr.
Gomes.”
 Guests are more important than staff or other work. They should always
be given first priority.
 Orders should always be served within standard time.
 In case an order is expected to take additional time, the service of food
and beverages should be planned in such a way that the guest is kept
waiting for the least duration.
 The staff should offer fast beverage replenishments in order to create a
positive impression of alertness.
 The steward should serve and clear at the same time for all guests on a
table.
 The hotel staff should gauge the pace at which the guest would like
his/her meal to be served. Service should be provided accordingly.

10
2.3 Etiquette for using Restaurant Equipment

 Learn how to operate the equipment properly.
 If it is empty and requires refilling, do so to avoid inconvenience to the
next user.
 Since restaurant equipment is shared, take turns at using it and do not
quarrel for the same.
 If the equipment breaks down, fix it or get it fixed immediately.
 In case you have borrowed equipment, return it to the initial user as soon
as possible and in the same condition as received.
 When you are done, leave the work area and equipment neat and clean
and ready for the next user.
 Do not borrow equipment without prior permission.
 Use correct posture and technique to carry restaurant equipment to avoid
injury to self and breakage of equipment.
 Do not rest foot sole against walls or restaurant furniture.
 Use the right cleaning agent and fabric to maintain upkeep of the
restaurant.
 Do not bang the doors of the sideboards.
 Do not carry trays, peppermills, dirty linen and other such items under
your arms when your hands are full.
2.4 Courtesy Among Colleagues

 While communicating with your colleagues, do not point your finger
towards any guest. Use cover numbers to inform who has ordered for
what.
 Do not use abusive language with your colleagues.
 Speak politely while ordering food, calling for pick up etc.
 Be aware of your conversation over the phone. Guests may be
watching or hearing you.

11
− Never shout into the telephone

− Do not have long conversations over the phone, while a guest is
waiting
− Do not entertain personal calls while at work
 When a guest requires assistance, do so regardless of whether it is your
job.
 Discussions between employees should not occur in front of the guest and
must be minimum during service hours.
 Do not congregate in clusters or groups (3 is a crowd).
 Do not use vernacular language. Only communicate in English as that is
the internationally accepted language.
 Communicate with team members to provide excellent service.
 Do not make colleagues a victim if your mood swings or bad attitude. This
is easily visible to the guest.
 Do not embarrass any of your colleagues by putting them down or
addressing rudely in front of the guest, as this is intolerable.
 Use standard polite phrases while addressing your colleagues also.
 Never shout at your colleagues in the restaurant or the back area.
2.5 Etiquette with Guests
2.5.1 While talking to a guest

 Always smile while welcoming the guest in your restaurant.
 Always give the guest full attention and do not say, “Yes” until you
completely understand what he is asking for. Always provide the guest
with at least two alternatives while solving a problem.
 Never say “I don’t know”. Tell the guest you will find out for him and
ensure that he is provided with accurate information.
 Never argue with the guest. Speak softly and clearly, without artificial
accent.
 Never discuss negative views about the hotel or other staff with the guest.

12
 Maintain eye contact. Even if you are busy writing or serving, look up once
in a while to maintain eye contact.
 Maintain a distance of at least two feet from the guests while taking an
order.
 Avoid using hotel jargon and slang in front of the guest.
 Personalise the conversation by using the guest’s name whenever
possible.
 Avoid unnecessary movements of hands and facial gestures while
describing dishes, or while speaking to guests.

13
2.5.2 While Standing

 While standing to take an order or standing at the restaurant door, stand
erect at ease, but not in a casual manner.
− Weight balanced on both feet
− Shoulders straight
− Chest out
− Stomach in
 Keep your hands on the sides or behind your back.
− Do not keep your hands in the pockets or on the hips
− Do not cross your arms across the chest.
 Do not lean against the sideboard, panels or the hostess desk.
 Remember, you may be in view of a guest even when you are not directly
interacting with him/her. Maintain your poise at all times.
 Do not huddle together in bunches inside the restaurant. There is always
something to be done in your area, even when the guests are not there.
 Avoid turning your back to the guest whenever possible.
2.5.3 While Walking

 Walk at an even pace inside the restaurant, avoiding any sound of the
footsteps. Never run inside the restaurant
 While walking in guest areas, if guests are approaching, get aside and
give them first right of way. If near a door, open the door for the guests to
pass through.
 Walk on the left hand side.
 If accompanying a guest, walk on his/her right hand side and open the
door for the guest.
 Walk erect and maintain the poise.
 Never push or shove any colleague, no matter what the hurry.
 Everyone should follow the generally accepted rules of traffic while
walking through the restaurant. Walk to your left side

14
2.5.4 Courteous Behaviour

 Anticipate guest needs and fulfil them without being asked. For
example:
− Identify that the guest needs something without him having to call for
someone.
− Open the restaurant door and let the guest pass ahead.
− Hand him a pen as he reaches for his own.
− Light his cigarette, as he gets ready to light it.
− Reach out for the heavy bag he is carrying.
 Do not get familiar with the guest, even when he treats you like a
friend. Maintain professional relationship.
 Be consistent in recognising guests
 If a guest asks for directions, do not point. Escort the guest to the
destination.
 Treating guest courteously and turning to a colleague and talking to
him impolitely destroys the image. Maintain the same finesse and
politeness.
 Treat non-resident guests with as much respect as resident guests.
− They are potential guests too.
− Do not forget the power of ‘word of mouth publicity’ that the guests
do for your restaurant.
 Give attention to single diners.
 Remember that service continues until the guest leaves the restaurant
and not when the bill is settled.
 Take ownership of the guest problem.
 Never cross the guest’s middle line during service or clearance.

15
2.6 The Ten Most Common Etiquette Blunders
1. Inappropriate Language
2. Disregard for other’s time
3. Inappropriate dress and grooming
4. Misuse if the telephone
5. Failure to greet someone appropriately
6. Poor listening skills
7. Disregard of shared property and other’s space
8. Embarrassing others
9. Poor table manners
10.Inappropriate or inconsistent recognition of people

16
3. Handling Difficult Situations in a Restaurant
When an unforeseen incident arises it must be coped with promptly and

efficiently without causing any more disturbance than is necessary to any of
the other guests. Quick action will very often soothe the irate customer and
ensure a return visit to your establishment.
It is worth remembering at this stage that in case of complaints, whatever

their nature, they should be referred immediately to the supervisor. Delay
can only cause confusion and very often the wrong interpretation may be put
on a situation if it is left to be dealt with later. In the case of accidents, a
report of the incident must be kept and signed by those involved.
Listed below are a few of those incidents that might occur and the suggested
steps that should be taken in order to put right any fault.
3.1 Spillages
3.1.1 Spillage during the Course of Service
1. Check immediately that none has fallen on the guest being served.
Apologise to the guest.
2. If some has fallen on the guest’s clothing, allow the guest to rub over the
dirtied area with a clean damp cloth. This will remove the worst of the
spillage.
3. If it is necessary for the guest to retire to the cloakroom to remove the
spillage then his/her meal should be placed on the hotplate until he/she
returns.
4. Depending on the nature of the spillage the establishment may offer to
have the garment concerned cleaned.
5. If there is spillage on the tablecloth, the waiter should first remove any
items or equipment that may be dirtied or in his/her way.

17
6. He/she should then mop or scrape up the spillage with either a clean
damp cloth or a knife.
7. A clean rolled serviette should then be brought to the table and rolled
completely over the damaged area.
8. Any items or equipment removed should be returned to their correct
position on the tabletop.
9. Any meals taken to the hotplate should be returned and fresh covers put
down where necessary.
10.Again apologies should be made to guests for any inconvenience caused.
3.1.2 Spillage Caused by the Guest
1. Ensure none has gone on the guest.

2. If some of the water has fallen on the guest’s clothing then follow steps 2
and 3 above.
3. Where possible, as this form of accident usually involves changing the
tablecloth, the party of guests should be seated at another table and
allowed to continue their meal without delay.
4. If they cannot be moved to another table then they should be seated
slightly back from the table so that the waiter can carry out the necessary
procedures to rectify the fault speedily and efficiently
5. The guests’ meal should be placed on the hotplate/ hot case to keep
warm.
6. All dirty items should be removed on a tray to the waiter’s sideboard
ready to go to the wash-up area
7. All clean items should be removed and kept on the waiter’s sideboard for
relaying
8. The tablecloth should be mopped with a clean absorbent cloth to remove
as much of the liquid as possible
9. A clean tablecloth of the correct size should be brought to the table. It
should be opened out and held in the correct manner as if one were laying
a tablecloth during the pre-service preparation period. The table should
then be clothed up in the usual manner except that when the clean cloth

18
is being drawn across the table towards the waiter he/she is at the same
time taking off the soiled tablecloth. The soiled tablecloth should be
removed at the same time that the clean tablecloth is being laid so that
none of the table top can be seen by the guests at any time.
10.When the table has its clean tablecloth on it should be re-laid as quickly
as possible.
11.The guests should then be re-seated at the table and the meals returned
to them from the hotplate.
12.A small spill of water can be handled by rolling a dry napkin to absorb the
spill, and then covering it with a clean napkin.
3.2 Returned Food
1. Apologize to the guest

2. The dish should be removed and kept in the hotplate
3. The guest should be offered the menu and asked if he/she would like
another portion of the same dish or prefer to choose something else as an
alternative
4. A special check for the new order should be written out. This shows the
dish being returned and what the guest is having in its place.
5. A fresh cover should be laid.
6. The new dish should be collected as soon as possible from the hotplate
7. It should be served to the guest
8. Apologies should be made for any inconvenience caused
9. The steward must ensure that the Chef receives the dish being returned
and checks it immediately, because it may mean that the particular dish
concerned has to be taken off the menu for the day to prevent the chance
of food poisoning
10.The manager of the restaurant decides whether or not the dish is to be
charged to the guest.

19

20
3.3 Lost Property
1. A check should be made immediately as to whether or not the guest has

left the service area. If he/she is still in the area, the wallet may be
returned to him/her.
2. If the guest has left the service area, the waiter should hand the wallet to
the manager/ supervisor in charge.
3. The supervisor should check with reception and the doorman to see if the
guest has left the building.
4. If the guest concerned is a resident, then reception may ring his/her room,
stating the wallet has been found and can be collected at a convenient
time.
5. If the guest is a regular customer, it is possible that the manager may
know where to contact him/her to call for the wallet
6. If the guest is a regular customer but cannot be contacted, the wallet
should be kept in the lost property office until the customer’s next visit.
7. If the owner has not been found or contacted immediately, the supervisor
should list the items contained in the wallet with the steward who found
the wallet. The list should be signed by both the supervisor and the finder
(the steward). The list must be dated and also indicate where the article
was found and at what time.
8. Security manger and housekeeper on duty is informed. A copy of this list
should go with the wallet to the housekeeping desk where the contents of
the wallet must be checked against the list before it is accepted. The
details of the find are then entered in a lost property register. The wallet
would then be stored with the security.
9. Another copy of the list should go to the duty manager in case any
enquiries are received concerning a wallet. Anyone claiming lost property
should be passed on to the housekeeping desk/ security.
10.Before the security office hands over any lost property, a description of
the article concerned and its contents should be asked for to ensure as far
as possible that it is being returned to the genuine owner. The office
should also see proof of identity of the person claiming ownership

21
11.In the case of all lost property, the above-mentioned steps should be
carried out as quickly as possible as this is in the best interests of the
establishment and causes the guest minimum inconvenience. On receipt
of lost property, the guest should be asked to sign for the article
concerned, also giving his/her address.
12.Lost property classified as ‘valuables’ e.g. cameras, jewels, electronics,
are stored for 1 year.
− Non-valuables are stored for three months.
− Lost property is disposed off by giving it to charity, hotel auction, to
employees, and any money is put in staff fund.
− For passports, security must contact embassy or consulate
immediately. For credit cards, security will inform the bank, and for
airline tickets, security will inform airlines.
3.4 Illness
1. As soon as it is noticed that a guest is feeling unwell while in the dining

room or restaurant the manager should be immediately called to the spot.
2. The manager must enquire if the guest needs assistance. At the same
time he/she must try to judge whether the illness is of a serious nature or
not
3. It is often advisable in cases such as this to take the guest to another
room to see if they are able to recover in a few minutes.
4. If this happens their meal should be placed on the hotplate until their
return
5. If the illness appears to be of a serious nature, a doctor, nurse or someone
qualified in first-aid should be called for immediately.
6. If necessary the area should be screened off.
7. Although this is a difficult situation to deal with in front of the general
public the minimum fuss should be made, and service to the rest of the
guests carried on normally.

22
8. It is best, if at all possible, to have the guest who has fallen ill immediately
moved to another room where he/she may rest out of the heat of the
dining area. This causes minimum fuss in the restaurant.
9. The doctor should advise whether an ambulance should be called.
10.If the guest falling ill is a lady then a female member of staff should
attend her
11.The guest may have had a sudden stomach upset and wish to leave
without finishing the meal. It is left to the manager’s discretion weather a
transport should be provided or not or the guest should be accompanied
or not.
12.Payment for that part of the meal consumed would be left on the
manager’s discretion.
13.It is most important that for all accidents, minor or serious, all details are
recorded in the logbook. This is in case of a claim against the hotel at a
later date.
14.If after a short period of time the guest returns and continues with the
meal, a fresh cover should be laid and the meal returned from the hot
plate.
3.5 Alcohol Over-Consumption
1. If difficulty is found in handling this type of person then assistance in

removing the person from the eating area may come from the members
of staff or a bellboy.
2. If a guest is suspected of being drunk this must first of all be ascertained
by the manager.
3. The guest should then be asked to leave rather than be allowed to
become objectionable to other guests later on.
4. If the guest has already consumed part of the meal but is not being
objectionable then the remainder of the meal should be served in the
normal fashion, but the supervisor must ensure no more alcoholic
beverage is offered.

23
5. On finishing, the guest should be watched until he/she has left the
premises
6. It is always advisable to make out a log note of all such incidents, and
they should be brought to the immediate attention of the Food and
Beverage Manager in case of any claim at a later date concerning a
particular incident.

24
3.6 Records
1. It is advisable that when any incident occurs a report is made out

immediately. The basic information that should be found in the report is
as follows:
− Place
− Date
− Time
− Nature of incident
− Individual reports from those concerned and signed
− Action taken
− Name, address and phone number of the guest involved, and also
of the staff involved
2. All reports should be kept in case similar incidents occur at a later date,
and for future reference should the need arise.
3.7 Lost Children
1. Take a complete description of the child lost:

− Male/female
− Age
− Where last seen
− Clothing worn
− Any predominant features
− Colour of hair
− Any accessories, i.e. handbag/doll, etc.
2. Immediately inform the supervisor/security.
3. Constant watch on all entrances/exists.
4. Check all cloakroom/rest areas and immediate vicinity where the child has
been reported missing.
5. Should nothing result from taking the above actions, immediately inform
the local police.

25
3.8 Dealing With Children
1. Should children be amongst the customers arriving in your food service

area then the lead concerning their welfare should be taken from the
parents or accompanying adults.
2. Where applicable, the following factors should be determined:
− Are high chairs/seat cushions required?
− Restrictions on the service of alcohol to minors
− Are `children’s meal’ menus required?
− The portion size of ordered from the normal menu
− The provision of children’s `give aways’, i.e. crayons, colouring
books, etc.
− For the safety of both children and others, the staff should be aware
of children’s movements
− Should the children be of a more mature child’s age, then they
must be addressed as either `Sir’ or `Madam’
− Sharp objects like knives, forks must be kept away from children.
− Tall/stemmed glasses should not be used for serving children
3.9 Customer Mobility
Extra awareness is needed to meet the requirements of customers who may

have special needs, such as mobility problems. The following considerations
should be given on these occasions:
1. Place wheelchair users at tables where there is adequate space for
manoeuvrability.
2. Position him/her out of the main thoroughfare of customer/staff
movement.
3. Position him/her with easy access to cloakrooms, exists and fire exits.
4. Always ensure that menus, wine lists and the like are immediately
available to any wheelchair user.
5. Never move the wheelchair without the customer being asked first.

26
6. Crutches/walking sticks should be placed in an accessible and readily

available position.
3.10 Blind And Partially Sighted Guests
Awareness is also required to meet the needs of those customers who may
be blind or partially sighted. Here the following considerations should be
given:
1. Talk to and treat the customer with special needs as you would with any
other customer.
2. Remember it is `by touch’ that blind people see and are made aware that
they are involved in what is happening around them.
3. Immediately prior to `ordering’, a gentle touch on the hand attracts
his/her attention to you.
4. Offer to fillet/bone fish and meat items.
5. Offer to cut up potato and vegetable items should it be necessary.
6. Never overfill cups, glasses or soup bowls.
7. Should you feel it appropriate, use `bowls’ instead of `plates’ for specific
food items, but always ask the guest first.
8. Ask if you should describe where food items are on the plate, such as
`Fish at six o’ clock’.
3.11 Customers With Communication Difficulties
You should also be aware of `communication’ problems that may arise when,
for example, customers are deaf or hard of hearing or have little
understanding of the English language. In these cases the following steps
should be taken:
1. Stand in such a position that the customer is able to see your face clearly.
2. Speak slowly and distinctly.
3. Describe food/drink items in simple, precise and plain language.
4. Seat customers away from possible excessive noise, as this is most
uncomfortable for customers wearing hearing aids.

27
5. In these instances always read back the food or drink order received to
confirm all requests.
6. Listen attentively to what is being said to you to ensure you understand
the customer’s requirements.

28
4. Types of Service
The type of service of an establishment depends on a number of factors like

the type of catering establishment, type of clientele, time available for a
meal, type of menu, and the cost of the meal served etc.
Some basic principles apply to all types of service and every food and
beverage professional must practice them. These principles are listed below:
1. When food is served at the table from a dish to a guest’s plate, it is done
from the left.
2. When food is pre- plated, the service to the guest is done from the right.
3. All beverages are served from the right.
4. Soups are served from the right unless poured from a soup tureen in to
the soup plate (in which case it done from the left.)
5. Ladies are always served first.
6. Soiled plated are always cleared from the table from the right.
7. Fresh cutlery and crockery is always served from the right.
8. Never reach across the guest. (All equipment on the right of the guest
must be cleared from the right and that on the left from the left.
The types of service most commonly used in Taj properties are:
4.1 French Service (Silver Service)

 This is the classical banquet service. Each course is brought from the
kitchen in dishes, and served to the guest from left hand side.
 The dish is carried in the left hand, and the food is served by the right
hand using service spoon and fork.
 If the food is served using a service table in the restaurant in similar
fashion, it is termed as Silver service.
4.2 American Service (Pre-plated Service)

29
 Most often used in Coffee Shops where the emphasis is on quick service.
 In American Service, the food is served in to a guest’s plate in kitchen
itself and brought to the guest.
 The portion is pre determined by the kitchen and the accompaniments
served with the dish balance the entire presentation in terms of nutrition
and colour.
 Pre plated food is always served from the right hand side of the guest.
4.3 Gueridon Service
 This method of service is done in fine, high priced establishments.

 This is a service where a dish comes partially prepared from the kitchen
and completed inside the restaurant by the service staff using the
gueridon (trolley) in front of the guests.
 Gueridon is a mobile trolley with gas cylinders and burners.
 The service staff plays a prominent role in this service and is required to
fillet, carve, flambe’ and prepare the food with showmanship.
4.4 Russian Service
 This method of service involves the lay up of the table with the food
already presented for the guests to help themselves.
4.5 Buffet Service

 Buffets are organised often during functions and conferences and also in
busy restaurants and coffee shops.
 A variety of dishes are arranged in food warmers (Chaffing dishes) on a
buffet counter. The advantage is that the guests have an individual choice
of dishes and portion sizes. Buffets save time and less staff are required
for this style of service.

30
5. Meal Experience
It is important for every food and beverage professional to understand the

guest’s point of view about eating out, and how can he/she make a
difference. A restaurant meal experience has many factors that lead to an
enjoyable dining experience.
5.1 Restaurant Meal Experience
5.1.1 Reception at the entrance

First few minutes in your restaurant leave lasting impressions on the guests.
A quick and warm reception at the entrance is crucial.
5.1.2 Assigning an appropriate table

Most guests like to choose their table. However, this may not be possible at
all times. Suitable options should be provided to the guests by anticipating
their need. For example a group wanting to discuss business issues may
prefer a quiet corner, and guest with a book in his hand may prefer a bright
section etc.
5.1.3 Order taking

Guests have varied tastes and restaurant order takers and chef can co-
ordinate to vary the dish accordingly. E.g. In an Indian restaurant a European
guest may prefer to have his food less spicy than usual.
Guests often know a lot about food and rate the restaurant food according to
their previous experience.
However, an order taker can also help the guests to choose a right
combination of flavours, colours, texture and temperature of food by
describing the dishes properly.
5.1.4 Cultural Factors

Order takers must be aware of various cultural and religious factors e.g. Islam
forbids consumption of pork, Hinduism forbids consumption of beef. Most

31
Hindu guests prefer vegetarian food during Navratras. Jains do not eat root
vegetables, etc.

32
5.1.5 Service
All guests expect efficient service, but do not like to be hurried up.
Anticipating the occasion and pacing the meal accordingly is important. Most
guests appreciate efficient, unobtrusive service.
5.1.6 Entertainment
Entertainment and activities in restaurant are of great value as they help to
create a unique dining experience. Dining out has become a form of
entertainment today, and guests often choose restaurants according to the
type of entertainment they provide.
5.1.7 Value for money

Guests often base their choice of restaurant on the perceived value for
money.
5.1.8 Individual needs

Understanding every guest is the most challenging part of restaurant service.
Parents appreciate the care provided to their children while they dine,
travellers like the care by which their luggage is handled, and businessmen
appreciate the way their messages are handled. Focus on individual needs is
what sets a delightful restaurant apart.

33
5.2 In-Room Dining Meal Experience
The factors that lead to a satisfying meal experience at In Room Dining are as
follows:
5.2.1 Order taking

Guests have varied tastes. In restaurants, order takers and chef can co-
ordinate to vary the dishes accordingly. E.g. In an Indian restaurant a
European guest may prefer to have his food less spicy than usual. An order
taker at In Room Dining can also help the guests to choose a right
combination of flavours, colours, texture and temperature of food by
describing the dishes properly.
5.2.2 Cultural Factors

Order takers must be aware of various cultural and religious factors e.g. Islam
forbids consumption of pork, Hinduism forbids consumption of beef. Most
Hindu guests prefer vegetarian food during Navratras. Jains do not eat root
vegetables, etc.
5.2.3 Choosing the Right Service Equipment

It is very important that the service staff choose the appropriate service
equipment to set up the order. Smaller orders of tea, coffee or snacks are
placed on small trays and larger orders may go on a tray or trolley depending
on the number of covers and courses.
5.2.4 Anticipation of Guest Needs

The staff should anticipate guest needs and place the appropriate
accompaniments and service gear. Care should also be taken to continuously
enhance ergonomics within the tray placements.
Ergonomics refers to the placement of items in a manner that workflow is
efficient and user friendly.
5.2.5 Superior Quality of Service

34
The service of the meal is provided within the room and care must be taken
to ensure that the service is efficient and unobtrusive. The service sequence
starts from order taking, to proper delivery of food ordered, to the steward
knocking on the door to the general conduct inside the room and prompt
clearance.
5.2.6 Exceeding Guest Expectations

In Room Dining has a lot of scope to dazzle and delight the guest with small
add-ons such as petit fours, after mints, glazed cashew nuts, etc.
5.2.7 Value for money

Guests often base their choice of an In Room Dining experience and a
restaurant meal experience on the perceived value for money.

35
6. The Menu
The menu card shows what the establishment has to offer, and it must be
presented in a pleasing form. Menu card is often referred to as the visiting
card of the establishment, and it must be stored, handled and presented with
due care.
The menu links the establishment with the customers. It is compiled carefully
by the Chef and the manager in liaison. Many factors, like availability of
supplies, balance of dishes in terms of food value, colour, texture and
flavours are kept in mind while compiling the menu.
Menu is changed often to provide variety to the guests, and also to suit the
availability of seasonal supplies.
A menu represents the range of food and beverage items offered in a

restaurant. When the menu is represented on a card, it is referred as Menu
Card.
Great pains are taken in compiling a menu that should not only be attractive
but informative and gastronomically sound as this reflects the quality of the
restaurant.
Menus should ideally be printed or written in one language. French and

English languages have a similar script, but they should not be combined to
describe a dish on the menu.
While writing a menu in French, the following points should be kept in mind:
− In correct French, the following have capital letters-
− Proper nouns (Names of places and people)
− Nouns
− Geographical names used as adjectives
− The first letter of a complete line

36
− No accents are used while writing the menu in upper case.

37
In a restaurant there are two different types of menus that are differentiated
by the manner in which they are priced:
A la carte
The term a la carte means ‘from the card’. This type of menu may be defined
by the following points:
 It gives a full list of all the dishes that may be prepared by the
establishment
 Each dish is priced separately
 A certain waiting time has to be allowed for many of the dishes
 Some dishes are cooked to order.
 For an ala carte menu the cutlery and flatware for each course is laid just
before each course is served.
 The traditional cover therefore is laid only for the first course.
Table d’hote
 Menu in which the entire meal is priced and charged, irrespective of

whether the guest has the complete meal or not.
 Sometimes there are choices of individual courses within a completely
priced menu or a restaurant may offer two table d’hote menus so that a
guest could make a choice.
 The definition of table d’hote menu is covered by the following points:
− The menu has a fixed number of courses
− There is a limited choice between each course
− The selling price of the menu is fixed
− The dishes provided will all be ready at a set time
− Cutlery for the entire meal is laid down before the first course is
served.

38

39
6.1 Breakfast Menu
6.1.1 Continental Breakfast
 Continental breakfast is one of the most popular today. The term café
complet is widely used throughout the Continent and means, in effect, a
continental breakfast with coffee as the beverage. The complet is also
used, with tea as the beverage.
 On the other hand the guest may order a café simple, in which case
he/she requires the beverage (coffee or tea) with nothing to eat. The
continental breakfast menu is light and comprises of:
− Breakfast Rolls (brioche, bread, croissants, muffins or toast)
− Preserves (Jam, jelly, or marmalade etc.)
− Cut fresh fruits or fresh fruit/vegetable juice
− Tea or coffee
6.1.2 American Breakfast/ Taj Breakfast
 It is a breakfast served on a much larger scale. The full English breakfast

consists of a number of courses, usually three or four, with a choice of
dishes from within each course.
 This is also called the Taj Breakfast in some Breakfast menus. This
consists of the following:
− Fresh fruit/vegetable juice
− Fruits (Stewed or fresh)
− Cereals (Porridge, oatmeal, corn flakes, etc) or Swiss Muesli
− Bacon
− Eggs to order (Cooked as omelette, boiled, fried, poached or fried)
or Pancakes
− Breads (Muffins, brioche, toast, croissants etc.) with preserves (jam,
marmalade, honey, etc.)
− Beverages (Tea, coffee etc.)

40
6.1.3 Indian Breakfast
 This breakfast option is provided in most Indian hotels. It consists of the

following:
− Seasonal fruit/vegetable juice or cut fresh fruits
− Aloo/Paneer parantha or Masala/Paneer/Plain Dosa
− Utappam
− Idli
− Sambar, coconut chutney, tomato chutney as accompaniments
− Tea/ Coffee/Hot beverage or Salted/Sweet/Masala/Plain Lassi
6.1.4 Low Calorie Breakfast
This breakfast variety caters to guests who are health conscious and give
importance to fitness. Some common items featuring on the menu are:
Item Calories
Egg White Omelette 240
Coconut Water 48
Cucumber Juice 26
Papaya Juice 78
Carrot Juice 86
Tomato Juice 34
Fresh Papaya 84
Skimmed milk yoghurt 85
Proteinez – Chilled egg white and cinnamon milk shake 1-5
Poached egg 159
Whole wheat bread, Six Grain bread -

41
6.2 Courses of a French Menu
The classical French menu consists of seventeen courses. A course is a food

item eaten at a particular time and sequence during a complete meal. The
seventeen courses and their sequence of service are mentioned below:
No. Course No Course

French English French English
.
1 Hors- Starter 10 Legumes Vegetables
d’œuvre
2 Potage Soup 11 Salades Salads
3 Oeufs Eggs 12 Buffet froid Cold Selection
4 Farineux Pasta/Rice 13 Entremet de Sweet course
Sucre
5 Poisson Fish 14 Savoureux Savoury
course
6 Entrée Entry into meat 15 Fromage Cheese
course
7 Relève Meat (Small Cut) 16 Dessert Nuts and Fruits
8 Sorbet Interval course 17 Beverages Tea/Coffee
9 Rôti Roast Meat
(Large Cut)
Although nowadays most menus are restricted in to an appetizer, soup, main

dish and sweet dish, it is important for all food and beverage professionals to
know the classical French menu sequence. The number of courses may range
from 2-3 to even upto 11 in State banquets but what is important is to know
the general order of the dishes.

42
The classical order of the most frequent courses are to be served in French
cuisine is given below:
1. Hors d’oeuvre (Starters)

 These are of a spicy nature in order to stimulate the appetite. Starters can
be hot or cold.
 The term hors d’oeuvres means a variety of pickled or well seasoned
foodstuffs, from which the customer is able to make his /her choice.
 The term hors d’oeuvre also covers any item served or listed on the menu
before the soup, usually known as hors d’oeuvre substitutes. Classical
hors d’oeuvre include –
− Anchovies
− Beetroot
− Bismarck herring
− Russian salad
2. Potage (Soups)
 Soup may also act as an appetiser for the courses to come. Two soups are
usually provided on the menu, one being a clear soup (consommé) and
the other a thick soup (crème volute’ or puree). The clear soup is always
placed first on the menu.
 Consommé and bouillon are examples of clear soups.
Consommé is clarified stock of meat, fish or poultry, which is flavoured
with herbs and seasoned. Depending on the garnish, the consommé is
named. E.g. Consommé’ julienne, consommé brunoise etc.
Bouillon is plain unclarified broth obtained from boiling meat or
vegetables.
 Thick soups can be further subdivided according to the type of thickening
used.
− Puree soups - vegetable soups thickened with starch contained in
the pureed vegetables
− Bisques - made with pureed shellfish and fresh cream

43
− Cream soups - these are thickened with béchamel sauce or cream

− Veloute soups - these are thickened with egg yolk, butter and
cream

44
3. Poisson (Fish)
 Fish is soft fibred and tender meat, which is easily digested and helps to
prepare the appetite for heavier courses to come.
 Fish course is presented simple, without complicated garnishes. Fish can
be steamed, poached, grilled or fried.
 Examples of fish dishes are –
− Sole meuniere - Sole fish shallow fried in butter
− Sole Colbert - Sole fish coated with flour, egg, and breadcrumbs and
deep-fried.
− Sole bonne femme - Fillet of sole in a white wine sauce with
mushrooms
4. Entrée (Entry into Meat Course)

The entrées are generally small, well garnished dishes which come from the
kitchen ready for service.
They are always accompanied by a very rich gravy or sauce.
Entrée is either a hot dish in a sauce or a cold dish. (e.g. pasta dishes, foie
gras, savoury pastries (quiches, patties etc.).
 Potatoes and vegetables are not served with the entrée if it is followed by
a relève course.
 An entrée is the first meat course on the French classical menu.
5. Relève (Grand Meat Dish)

 Relève dishes are larger than entrees and take the form of butcher’s
joints, which have to be carved. Vegetables and potatoes are served as
accompaniments.
 Examples of relève are:
− Contre filet de Bœuf rôti a l’Anglaise: Boned and roasted sirloin of
beef
− Carre’ d’agneau rôti: Roast best end of lamb

45
 For vegetarian dishes such as au gratin, cutlets, vegetable kievs etc. are
served.

46
6. Sorbet (Rest Course)

 Because of the length of the French classical menu, this course is
considered to be the ‘rest’ between courses. The sorbet, therefore, must
be able to counteract the richness of the dishes already served and
stimulate the appetite for the courses to come.
 Sorbet is a type of water ice that is softer and more granular than ice
cream, as it does not contain any egg or fat. The basic ingredient of a
sorbet is fruit juice or puree, wine, liqueur etc.
 It should be piped in to a champagne glass and served on a under plate
with a teaspoon.
7. Rôti (Roast)
 Roast always consists of roast game or poultry : chicken, turkey, duck,
pheasant, quail.
 Each dish is accompanied by its own particular sauce or gravy, with a
green salad served separately on a crescent shaped dish, which is placed
at the top left hand corner of a cover.
8. Legume (Vegetables)
 At this stage of the meal the balance of the courses is gradually returning
from heavy to light.
 Vegetables such as asparagus, artichokes, and corn on the cob, with
hollandaise sauce (an egg and butter based sauce) or beurre fondue
(melted butter) offered separately.

47
9. Entremet (Sweet)
 Entremets may be hot or cold.
 Examples of such dishes are:
− Fritters
− Pancakes
− Flamed fruits
− Ice creams
− Soufflés
10. Savoury (Savoureux)

 Savouries may take form of savoury items served hot on toast or as a
savoury soufflé.
 Examples of savouries are:
Welsh Rarebit - Cheese sauce on toast flavoured with ale and gratinated.
Scotch Woodcock - Scrambled egg on toast and decorated with capers
and anchovies.
11. Dessert (Dessert)

 The last course of a meal.
 All forms of fresh fruit and nuts may be served accompanied with castor
sugar and salt.

48
The following table lists the French and English names for the courses with
examples:
S.No French English Examples

.
Oysters, smoked
1. Hors d’oeuvres Appetisers salmon, Caviar.
2. Potage Soup Crème of tomato soup
Consommé
3. Poisson Fish Poisson a l’anglaise,
Poisson Bonne Femme
4. Entrée First meat dish Noisette d’ Agneau
Rôti
5. Releve Main meat dish Pepper steak,
Chateaubriand
6. Sorbet Flavoured ice Lemon and mint
sorbet Champagne
sorbet
(Cigarettes/cigars may
be offered at this
stage)
7. Rôti Roast of game Roast turkey
birds or joints
8. Legumes Vegetables Tomato farcis
9. Entremets Sweet dish Baba au rhum, crepe
suzette, choux
chantilly
10. Savoureux Savoury Cheese and crackers
11. Dessert Dessert Fruit and nuts

49
7. Covers And Accompaniments
Many dishes have separate accompaniments whose flavour, taste and colour
enhances that of the principal dish. They also help to digest the food better,
and in many cases, provide moistness.
Given here are standard accompaniments for some classical dishes and
knowledge of these is important for F&B professionals to ensure that the
correct accompaniments are automatically served.
It must also be remembered that specific accompaniments may vary

depending on the Chef or Restaurant Manager, but the ones given
below creates a certain foundation as these are accepted all over
the world.
S. Food Items Cover Accompaniment

No.
1. Tomato juice Juice goblet or juice Worcestershire sauce
glass (5 oz.). Under liner
(of side plate and doily).
Teaspoon.
2. Horsd’oevres Tray with a number of Oil and vinegar with
Varies sections, each with one under liner. Split toast in
type of a dish, can be a folded serviette placed
served from the trolley. in a basket or side plate.
Each section should
have its own service
spoon and fork.
Small knife and fork (or
fish knife and fork)
Half plate

50

No.
3. Potted Shrimps placed on a bed Cayenne pepper, Pepper
shrimps of lettuce on a cold fish mill, Lemon segments in
plate. a saucer. Hot breakfast
Fish knife and fish fork toast, crust removed, cut
in to triangles, served in
a folded napkin on a side
plate.
4. Grapefruit Coupe with a doily on Castor sugar in a bowl
cocktail side plate, grape fruit with a doily and side
spoon or tea spoon plate.
5. Oyster Served in a Pony Oyster cruet: Cayenne
Tumbler placed on a pepper, pepper mill,
Doily paper on a quarter tabasco sauce, chilli
plate and teaspoon vinegar.
Brown bread, butter and
segments of lemon.
6. Caviar (Roe Caviar knife or fish knife Hot breakfast toast or
of Sturgeon on the right hand side of Blinis (Russian pancake)
fish) the cover. with butter. Segments of
Cold fish plate lemon, finely chopped
shallots, parsley, sieved
hard boiled eggs, (yolks
and white separately)
Served in a glass bowl
placed on a bed of ice in
a welled dish. Each
portion of caviar is
around 30 gms.
7. Smoked Fish knife and fish fork Red pepper, pepper mill,
salmon Cold fish plate brown bread and butter.

51

No.
8. Pate de Foie Small knife and small Paste of fattened goose
Gras fork. Foie gras is served liver
in from the box in which
it is available onto a cold
fish plate.
9. Asparagus Asparagus tong on the Hot Asparagus – served
right of the cover. with hollandaise or
Asparagus is served on a melted butter.
dinner plate which is Cold Asparagus – Served
kept tilted to one side with Vinaigrette.
with the help of a joint
fork placed under the
dinner plate either on a
asparagus grid or rack
serviette
10. Avocado Avocado is cut into half. Brown bread and butter
One half is served in an
avocado dish
A teaspoon is placed on
the table in this
arrangement
11. Petit Served in a container Grilled flute (type of
Marmite called Petit Marmite, French Bread), grated
which is placed on a Parmesan cheese and
Doily on a quarter plate. poached bone marrow.
The cutlery is a dessert
spoon
12. Onion Soup Soup plate with fish Grilled flute, grated
plate as under liner. Parmesan cheese.
Soupspoon is laid on the

52
right

No.
13. Potage Saint Green pea soup Fried croutons
Germaine Soup plate with fish
plate as under liner
Soupspoon is laid on the
right
14. Cream of Soup spoon Fried croutons
tomato soup Soup plate/cup
Under liner plate with
doily
15. Consomme’ Dessert spoon Depending on garnish
Consomme cup and
saucer
16. Minestrone Soup spoon Grated parmesan cheese
soup Soup plate Grilled flutes
Under liner
17. Bouillabase Dessert spoon Thin slices of French
Soup plate bread, dipped in oil and
Under liner grilled
Fish knife and fork
18. Borscht Dessert spoon on the Sour cream, beetroot
right of the cover juice and bouchees filled
Soup plate with fish with duck paste
plate as the under liner Served in the same
order
19. Crumb fried Fish knife and fork Tartar sauce served in a
fish Hot fish plate sauceboat on a side
plate and doily, lemon
slices served along with
the fish as garnish
20. Roast lamb Large knife and fork Mint sauce, roast gravy
Hot dinner plate

53
21. Roast Mutton Large knife and fork Onion sauce if shoulder
Hot dinner plate is served. Red currant
jelly if saddle is served
No.
22. Roast pork Large knife and fork Sage and onion stuffing,
Hot dinner plate apple sauce, roast gravy
23. Roast beef Large knife and fork French and English
Hot dinner plate mustard in mustard pots
on a side plate with a
doily.
Yorkshire pudding comes
with the meat, horse
radish sauce and roast
gravy are served from
sauceboats
24. Mixed grills Large knife and fork French and English
and grilled Hot dinner plate mustard in mustard pots
steaks Maitre d’hotel butter
Straw potatoes
25. Roast Large Knife and Fork Bread sauce in a sauce
Chicken Hot dinner plate boat
Roast gravy in a sauce
boat
Parsley and thyme
stuffing comes with the
meat
Bacon rolls come along
with the meat
Game chips
Watercress
26. Cheese Side plate Cruet (Salt, pepper,
Side knife mustard)
Dessert fork( optional) Butter in butter dish
Cheese knife –used only Celery, radish, and

54
to cut the cheese and assorted cream crackers

place it on the guest’s
plate

No.
27. Fresh fruits Dessert plate Sugar bowl with castor
and Fruit fork and fruit knife sugar on a side plate
nuts interlocked on the fruit Salt for nuts
plate
Finger bowl and spare
serviette for the guest to
rinse his fingers is
placed on the right, top
of the cover
Nut cracker and grape
scissors
Spare side plates for
peels and shell
28. Savouries Half plate (hot) Cruet set
Side knife and dessert Cayenne pepper placed
fork on a side plate
Pepper mill
Worcestershire Sauce:
Shake the bottle and
remove the lid, keep it
on a side plate on the
table.

55
8. Meal Plans and Billing System
8.1 Billing System:
 Most Taj properties use automated operations in which order takers can
input orders at point-of-sale (POS) systems. They typically use the same
type of POS system used by other food and beverage departments for
which Micros-Fidelio Corporation has developed the software.
 The POS system uses remote printers, with which, the order-taker
automatically transmits the order to production staff members as he or
she enters the information into the POS system. This technology has
dramatically expedited the order-taker's job and speed of service.
 Properties without POS systems use manual guest check systems; as the
guest orders, the order-taker fills out a paper guest check.
 Frequently, duplicate guest checks are used. Guest checks are usually pre
numbered and assigned to specific order-takers; all guest checks must be
accounted for at the end of each order-taker's shift.
 When order-takers use manual systems, it is very important that they

write legibly, since production staff, service personnel, the guest, and in
some cases a cashier all may need to read the check. Order-takers should
also use standard menu abbreviations to help prevent misunderstandings.
 Order-takers using a manual system must then enter information from the
guest check onto a room service order form Properties use this form to
record information about each order, such as
− Room number
− Guest’s name
− Time the order was placed

56
 The order-taker must also make an entry on the room service control
form, which keeps track of all guest checks. It indicates the person
responsible for delivering the order, the time required to prepare the
order, and the total amount of cash and charge sales generated by room
service.
 A POS system can automatically generate reports covering the

information recorded on both of these forms, since the system can
maintain all of the information related to each other.
 Procedures for transmitting room service orders to production personnel

become more complicated when order-takers must give copies of orders
of two kinds of production stations (those at which hot food is produced
and those at which cold food is produced) as well as to the service bar.
 One operation solves this problem by using a five-part order ticket. The
order-taker writes the entire order on this ticket; one copy goes to the
cashier, another goes to the hot food station, a third goes to the cold food
station, a fourth goes to the service bar, and the fifth copy goes to the
room service attendant so that he or she can put the order together on a
tray or service cart.
 Another option is that the POS system has various sub-menus that print
orders on the printer located in corresponding section. Automation would
dramatically improve service in room service operations at which orders
are prepared in several different areas.

57
8.2 Tax Structure
The tax structure usually comprises of the following:
 Expenditure Tax: It is a tax on luxury expenditure in hotels. The tax is

levied on all hotels, which have a tariff of Rs. 2000/- per person (for single
rooms) or more. Even if one room or a suite in a hotel has this level of
printed tariff, then the entire hotel comes under the Expenditure Tax,
which is levied on hotel room charges and all services through the hotel.
This will include telephones, laundry, F&B, health club, business center
etc. Sales through shopping arcade are exempted. The rate of
Expenditure Tax is 10%.
 Sales Tax: Tax applicable on food, which is further divided into taxes on
Fresh Food
Soft drinks/ canned juice
Alcohol
 Service Tax: A tax on all official, social and business conferences and
functions in hotels and restaurants. The tax is levied at the rate of 5% on
all bills of conference room/banquet hall hire and business center. If
catering is involved in the in the function, then 40% rebate is given for
catering services, and the tax is levied on 60% of the bill. The effective
rate in such cases comes to 3%
 Service Charges: A number of hotels all over the country also levy
service charges. This is usually done on banquet sales and the rate varies
from 5 to 10%. This is not a Government tax, but is taken towards
gratuities for the staff (tips). It adds to the overall tax burden for the
customer.

58
8.3 Meal Plan:
At times certain meal plans are offered to the guest along with the room as
part of the tariff to please the customer. These are explained below:
 European Plan: European plan covers the price of a room only. Guests
who stay on this plan have the option to eat wherever they wish paying
the listed price in the menu.
 American Plan: Rates quoted under the American Plan (AP) include room
and all three meals; breakfast, lunch and dinner. Thus the guests staying
under this plan are captive customers, as they have to eat all three meals
at the hotel.
 Modified American Plan: Rates quoted under modified American Plan

(MAP) include breakfast, lunch or dinner as part of the room rate quote.
Guests need not return for an inconveniently scheduled lunch nor suffer
the cost of a missed meal. In turn, the hotel retains the benefits of a
captive market for meals
 Continental Plan: Rates quoted under Continental plan include room

and Continental breakfast consisting of
− Fresh fruits/Fresh fruit juice
− Choice of breads with butter and preserves
− Tea/Coffee/Hot Chocolate

59
8.4 Discounts and Special Rates:
There are certain circumstances when special reduced rates or discounts are
offered to the guests.
 Airline Crew: Hotels give Airline crew a contracted room rate.
 Layover passengers: Layover passengers are airline passengers who

stay at the hotel at the airline's expense due to flight delays and technical
problems. A special room rate is negotiated in advance by the airline for
these passengers.
 Federation of hotels & Restaurants Association of India: (FHRAI)

Members are entitled to a 25% discount when they settle their bills by
credit card and 30% when they pay cash.
 Hotel Association of India: Members are entitled to a 25% discount

when they settle their bills by credit card and 30% when they pay cash.
 Diplomats: Diplomats are exempted from paying taxes.
 Package Rates: Package rates are set rates that are offered to the public
in conjunction with other services, such as meal inclusive, use of
recreational facilities or access to a special event.

60
9. Cheese
A dairy product made from coagulated milk, cream or a mixture of these,

drained in a mould, fermented and cooked. Different degrees of heat and
pressure applied produce different types of cheese. The longer the cheese is
pressed, harder is the texture.
Cheese is a valuable food in terms of nutrients. It has roughly 1/3 rd protein,

1/3rd fat, and 1/3rd water.
Cheese is available in processed form. Processed cheeses are made by

grinding the cheese and then cooking in a vacuum cooker. They are then
moulded and packed.
Natural cheese is categorised in to:

 Soft or cream cheese.
 Semi hard cheese
 Hard cheese
 Blue cheese: The blue colour is imparted by skewering the cheese with
copper wires and then introducing a type of penicillin mould into the
cheese.
Cheese should be stored in a cool dark place to avoid dying or sweating. It

should be wrapped in a greaseproof paper and kept away from foods of
strong flavour otherwise it absorbs flavour.
Cheese is used in salads, soups, sandwiches, canapés, hors-d’œuvre and

desserts. They are also served at the end of the meal. Cottage cheese
(paneer) is used in curries, pakodas etc.

61
9.1 Popular Cheese Varieties
S. Name Country Description

No.
SOFT CHEESE
1. Bel Paese Italy Mild Italian cheese. Soft in texture
and mild sweet flavour
2. Brie France Reddish in colour with a soft texture
3. Camembert France Creamy colour and soft texture. It has
a strong smell of ammonia.
SEMI HARD CHEESE

4. Edam Dutch Red rind, and yellow in colour with
waxy texture.
HARD CHEESE
5. Emmenthal Switzerland Light yellow in colour, with waxy
texture and holes on the surface.
6. Cheddar England Hard cheese, yellow in colour. Has a
nutty flavour.
7. Gruyere Switzerland Light yellow in colour, with waxy
texture and holes on the surface.
8. Parmesan Italy A hard white cheese.
BLUE VEINED CHEESE

9. Stilton England Finest English table cheese. Flaky
texture and blue mould.
10. Gorgonzola Italy Semi hard blue mould cheese
11. Roquefort France Semi hard blue veined cheese made
from sheep’s milk.

62
9.2 Service of Cheese
 Cheese is usually served from a wooden cheese board using a cheese

knife which is curved at the end of the blade and has a ‘v’ shaped cut
which facilitates picking up the cheese from the board and removal of
rind, if any.
 The cheese board usually has a transparent cover.
 Cheese is served accompanied with cream crackers, radish, and celery

sticks.
CHEESE KNIFE

63
10. Bread and Butter
Breads
 Breads are made from flour and water dough with yeast that is fermented,
kneaded and baked in the oven.
 Good bread must have a crisp crust, an attractive golden colour and a soft
crumb.
 Nutritionists agree that good bread constitutes an indispensable basic

food, due to its nutritional value in terms of carbohydrates, proteins, fats
and minerals.
 Bread should be served fresh and warm but not hot. Rye bread, however,
should be made to rest overnight. Loaves of brad should not be cut until
just before serving.
 Breads are served in a silver basket lined with a clean white napkin. The
breads are offered from the left hand side of the guest so that the bread
of the guest’s choice can be served on the side plate, which is placed on
the left side of the cover.
 A service fork and spoon should be used to serve the bread on to the
plate.

64
10.2 Butter
 A fatty substance obtained from churned cream, containing at least 80%

fat. Butter is a very rich natural food with high-energy value. It is a
saturated fat containing vitamins A and D, calcium and phosphorus.
 Lighter butter containing only 25% fat is also available at most hotels
today. Due to an increasing trend towards low calorie food, the food
industry has produced various butter substitutes. The best known of these
is Margarine, but various other spreads are also available.
10.2.1 Presentation of Butter in Various Shapes
Moulded Butter
 In restaurants, butter is usually served in small chiplets, which are pre-

packed in convenient sizes. In many of Taj restaurants, butter is presented
in attractively moulded shapes.
 This is done by first slicing the butter block in a suitable thickness and
then cutting the hard block by using cutters of different shapes.
 The mould should be dipped in hot water frequently to ensure smooth
edges.
Making Scoops
 Another attractive way of presenting butter is in the shape of round

scoops.
 The procedure for scooping is to first let the butter soften and then using
a small scoop (operated just like an ice cream scoop) to obtain round balls
of butter.
 These scoops are immediately put in iced water to ensure that the round
shape is retained.

65
Making Butter Curls
 Butter curls are obtained by running a jagged edged curved knife on a

hard block of butter.
 These curls are immediately dipped in iced water to ensure that the shape
is retained.
10.2.2 Flavoured Butter
 These are butters to which various herbs and other ingredients have been
added, creating different colours and flavours.
 They are also known as “compound butter” or “beurre composes”.
Flavoured butters are served cold with grilled meat and fish, boiled
vegetables and other dishes and are used in the preparation of allumettes
and canapés.
 Hot butter is used particularly to provide the finishing touches to certain
sauces.
 Butters that are prepared hot are flavoured with crushed crustacean shells
(examples are Lobster for Cardinal butter, Crayfish for Naantua butter).
 Most flavoured butters are prepared cold, using raw or cooked
ingredients. Raw ingredients like anchovy, garlic, shallots, tarragon and
horseradish are rubbed through a sieve, crushed, chopped, finely grated
or pureed. Cooked ingredients are always cooked in liquid until well
reduced.
 When accompanying grilled meat or fish, flavoured butter of a creamy
consistency is served separately. Alternatively, it may be shaped into a
small cylinder, wrapped in a greaseproof paper or aluminium foil and
hardened in the refrigerator. It is then unwrapped and cut into slices 1 cm
thick, which are placed on the top of the meat or fish. These slices may
also be kept in a thick container with water and ice cubes to retain their
shape and appearance.

66

67
11. Condiments
Condiments are food substances used to heighten the natural flavour of

foods, stimulate the appetite, to aid digestion, or to preserve certain
products. The word Condiment is derived from the Latin word “Condire”,
which means to preserve. The term condiment is used today to include
spices, seasonings, sauces, fruit and various cooked or uncooked
preparations.
Strictly speaking however, a seasoning is a substance added to food while it

is being prepared, whereas a condiment, chosen to harmonise the taste of
food, can be either an accompaniment (mustard, pickled fruit, ketchup,
gherkins) or an ingredient (truffles, dried fruit, alcohol, herbs or spices), or a
preserving agent (vinegar, salt, oil or sugar).
The custom of adding condiments to food is as ancient as cookery itself.

Originally, it was a means of preserving (in very spicy sauces such as Roman
garum, or in the salt petre and verjuice of the middle ages). Most condiments
are of vegetable origin (herbs, spices, dried or crystallized fruit and aromatic
vegetables); Some, such as the Vietnamese nuoc-man are based on dried
and pounded fish or shell fish.
Condiments are used either raw or untreated (onion, fresh herbs, cress, etc.)
or else after some form of preparation (sweet and sour sauces, purees,
mustards, capers, chutneys, etc.).
Customary use varies from one country to another. In Britain and the United
States, large quantities of bottled sauces and condiments are used to
accompany salads, cold meat, Charcuterie, etc., whereas in Oriental and
Northern countries, sweet and sour sauce is a basic ingredient of many
condiments.

68
Finally, the term can also include natural colourings (caramel, beetroot juice,
spinach green, etc.), as well as essences and extracts (anchovy, aniseed,
almond, etc.), wines and spirits, some flowers, and even cheese (parmesan,
gruyere, mozzarella and blue cheese).

69
11.1 Popular Condiments
Some popular condiments and their descriptions are given below:

70
S. Name Description
No.
1. HP Sauce  Steak sauce from UK.
 Main ingredients in this sauce are malt
vinegar, tomato extract, wine vinegar, sugar,
raisins, salt, spices, tamarind and onion
extract.
 This sauce is an excellent accompaniments
to all red meats, especially steaks.
2. Tabasco Sauce  This famous sauce made with vinegar, red
pepper, salt and vinegar is made in Avery
Islands, USA.
 This sauce is used to spice up juices, sauces,
soups and cocktails.
3. French Mustard  French mustards are sold in the form of a
paste.
 The main centre for production is Dijon.
 It is prepared with white wine or vinegar
 It is used as a condiment with meat and
charcuterie.
4. English Mustard  English mustard is prepared with milk,
mustard powder and cream.
 Preferred with poached fish, charcuterie and
meat products.
5. Cayenne Pepper  Cayenne pepper is prepared by coarsely
grinding dry Cayenne peppers, which are a
long thin variety of red peppers grown in
South America and France.
 Preferred with pastas and pizzas
6. Grated Parmesan  A hard cheese from Italy
Cheese  It has a granular texture and yellow colour.
 It is offered with pastas
7. Mango Chutney  It is an Indian condiment of worldwide

71
repute.
 It is made by cooking mangoes with sugar
spices and vinegar.
 It is a standard accompaniment to Indian
food.
8. Pickles  An Indian condiment consisting of vegetable
or fruit (or both), preserved in spiced vinegar
or oil.
 A standard accompaniment to Indian food.
9. Tomato Ketchup  A sweet and sour condiment made from
Tomato puree, vinegar, sugar and spices.
 It is served with fried fish, burgers,
omelettes, pizzas, etc.
10. Vinegar  A sour liquid consisting of a dilute solution of
acetic acid.
 French vinegar is made by fermenting wine
and aging it in an oak cask.
 Malt vinegar is obtained from malted barley
and is very mild. Malt vinegar is particularly
popular in Britain.
11. Soya Sauce  A basic condiment with Chinese and
Japanese food
 It is called Shoyu in Japan and Jiangyong in
China.
 The sauce is made from Soya beans, wheat,
water and salt.
 Soya sauce comes in light and dark varieties
and has the same nutritional value as Meat
extract.
 Soya sauce improves with age.
12. Worcestershire  This dark sauce imparts a rich, tangy flavour
Sauce to the dish.
 It consists of barley malt vinegar, spirit
vinegar, molasses, sugar, salt, anchovies,

72
tamarind extract, onions, garlic, spices and

other flavourings.
13. Maple syrup  This is a classical accompaniment to
pancakes and waffles.
 This thick syrup is obtained from the fruit of
the maple tree.
 At times corn syrup, sugar and water is
added to enhance the sweetness.
14. White pepper  This is suited for both Western and Indian
powder Cuisine to impart a natural flavour to the
dish.
 It is known for both, the nutritional and
digestive qualities.
15. Orange  This is a bitter preserve placed as part of
Marmalade centre table appointments during breakfast.
 It is prepared from oranges, sugar, citric acid
and pectin is added as the gelling agent.
 It takes approximately 35g of fruit and 60g of
sugar to produce 100g of marmalade.
16. Jams/ Fruit  This is a sweet preserve placed as part of
preserves centre table appointments during breakfast.
 It is prepared from fruit, sugar, citric acid and
pectin is added as the gelling agent.
 It takes approximately 40g of fruit and 60g of
sugar to produce 100g of fruit preserve.

73
12. Non-Alcoholic Speciality Beverages
Non-Alcoholic beverages can be classified as the following:
Non-Alcoholic
Beverages
Hot Cold
Tea Coffee Aerated Juices Squashes Syrups Spring

Waters Waters
Fresh Canned
As an increasing number of people seek out healthier foods and beverages,

juice bars have filled an important niche. Taj F&B operations adding an
extensive variety of mixed juices to their beverage menus. Not all customers
want to drink alcohol when they visit a restaurant or bar. This is even more
relevant now with the increasing community trend towards responsible
service of alcohol.
For guests who desire the look and taste of a traditional bar drink, but
without the alcohol, food service operations may offer alcohol-free cocktails
sometimes known as “virgin” cocktails or “mocktails” (for example, a Virgin
Mary is a drink made of Bloody Mary mix without vodka).
Proper ingredients and mixing techniques – as well as attention to

presentation and garnishing – are critical to successfully merchandising these
beverages.

74
12.1 Carbonated Beverages
 Carbonated beverages are also known as soft drinks or mixers. They are
popular items of bar stock as they are either sold on their own or as
mixers with spirits.
 Carbonated beverages are dispensed through the post-mix machine or are

available packaged in bottles and cans.
 Some examples of these carbonated waters are:

Soda water - Colourless & tasteless
Tonic water - Colourless & quinine flavoured
Dry ginger - Golden straw coloured with a ginger flavour
Bitter lemon - Pale cloudy coloured with a sharp lemon flavour
Lemonade – Lemon flavoured, sweet aerated water.
Others - Orange, ginger beer & cola, etc.
12.2 Mineral Water
 Today we live in an era increasingly concerned with health and diet, so

mineral waters and natural spring waters are back in vogue. There are a
number of brands and styles of mineral water available. Mineral water
may be still or sparkling, local or imported, natural or artificial.
 As there is such a large range available it is essential to know the mineral

waters stocked in your bar and be able to describe them to your
customer. Some are included in the following table.

75
Name Type Country

Appollinaris Naturally sparking Germany
Contrex Still France
Naturally sparkling
Perrier France
(or in fruit flavours)
Royal Farris Naturally sparkling Norway
San Pellegrino Carbonated Italy
Still, naturally sparkling
Spa Belgium
(or in fruit flavours)
Spa Monopole Still or Sparkling Belgium
Vichy Celestines Naturally sparkling France
Vittel Naturally sparkling France
Volvic Still France
Ashboure Still or sparkling England
Evian Still France
Highland Spring Still or carbonated Scotland
12.3 Squashes
 A squash is a sweetened fruit pulp.
 Squashes may be served on their own, mixed with spirits or cocktails, or

used as the base for such drinks as fruit cups. They are indispensable in
the bar and an adequate stock should always be held. Examples are:
− Orange
− Lemon
− Grapefruit
Lime juice

76
12.4 Syrups
 The main use of these concentrated, sweet, fruit flavourings is used as a

base for cocktails, fruit cups or mixed with soda water as a long drink.
 The most common syrups used are as under:
S. No. Item Flavour

1. Grenadine Pomegranate
2. Cassis Blackcurrant
3. Citronelle Lemon
4. Orgeat Almond
5. Cerise Cherry
6. Framboise Raspberry
7. Gomme White sugar syrup
12.5 Juices
 Fresh fruit juices are prepared just before the order and a little extra is
prepared for contingencies. These juices should not be stored for more
than an hour. They have a low shelf life due to absence of preservatives.
Fresh juices are generally served in Hi-Ball glasses.
 Canned or bottled juices should always be consumed within 24 hours of

opening the container. They should always be refrigerated during storage
and should be kept in a glass container. The juice should never in the tin.
 The brands of juices generally used at the Taj are:

− Morton (Indian)
− Tropicana (Indian)
− Ocean Spray (USA)
12.6 Hot Non-Alcoholic Beverages
Item Description

77
Hot Chocolate Drinking chocolate mixed with milk.

May also be served with whipped cream.
Bournvita A milk drink flavoured with the proprietary brand
Bournvita, characterised by a caramelised chocolate
flavour
Horlicks A nutritional health drink mixed with either milk or
water. Available in different flavours like chocolate,
cardamom, etc.

78
13. Tea
13.1 What is Tea?
 Tea is the most consumed beverage of the world. It is made from dried
leaves of a shrub Camelia sinesis.
 There are two main varieties of tea plant- Indian and Chinese, with
numerous local varieties and hybrids. Climate, soil, altitude affect the
growth and quality of the plants, and therefore the fragrance, colour and
taste of the tea.
 Contain approximately only half the caffeine of coffee.
 Aids muscle relaxation and stimulates the nervous system.
 It is grown in more than 25 countries with more than 3000 varieties

available today.

 India is the largest producer of tea, followed by Sri Lanka and China.
 The top two leaves of the plant are picked by hand. The smaller and
younger the leaves, the better the tea.
 Tea production follows two simple methods: The orthodox hand method
and the mechanised CTC method. The CTC method is generally used for
mass production of tea as it produces a stronger, darker and more
flavourful tea.

79
 CTC Tea is harvested by machine. CTC is an acronym for crush, tear and
curl. CTC methods cut off a foot or more of the tea plant. The stems are
processed along with the leaf by the CTC method. Maceration of the
leaves takes place by pressing through counter-rotating rollers.

80
13.2 Types of Tea
 Green Tea – Leaves which are not fermented
 Black Tea – Leaves are fermented
 Oolong tea - Leaves are partially fermented
 Tisanes – Herbal tea or Herbal infusions
13.3 Storage of Tea
 Although tea may be requisitioned as per requirement from the dry goods
store, it is an expensive commodity, even when bought in bulk (chest),
and bad storage may cause loss of money to the establishment
concerned. Points to note with regard to storage are:
− In a dry, clean and covered container.
− In a well ventilated area
− Away from excess moisture
− Must not be kept near any strong smelling foods as tea quickly
absorbs strong odours.

81
13.4 Speciality Teas
 Ceylon (Sri Lanka): Ceylon teas have an aromatic amber liquor and a
rich, full, astringent flavour. This tea is wonderful with a little cold milk and
goes well with a sweet breakfast or afternoon pastry
 Keemun (China): Keemun has a subtle orchid aroma and a bright red
liquor. The flavor is mild with a hint of sweetness, which makes it a good
evening tea.
 Lapsang Souchong (China): This tea is produced by withering the tea

leaves over open fires of pine. Lapsang Souchong is an assertive dark tea
with a smoky fragrance and flavour. It yields a red-brown liquor, and is a
great accompaniment to salty and spicy dishes, and with cheese.
 Yunnaan (China): Yunnaan is considered one of China's "noble" varieties

and is unique in that it combines aroma with strength, giving it a subtle
rich taste. Nicknamed "the mocha of tea", this tea produces a red-amber
colour in the cup and is full-bodied with an illusive floral scent. Yunnaan is
a great breakfast tea.
 Imperial Souchong (China): Young tender leaves blended with jasmine

flowers.
 Great Mandarin (China): Flavoured with jasmine and perfect

accompaniment for Chinese food.
 Assam (India): Assam teas are bold with a strong malty taste and dark
liquor, making them excellent morning teas. Bursting with rich, round
flavour, it is oftentimes difficult to distinguish one garden from another.
Assam teas are delicious with a drop of milk.

82
 Darjeeling (India): Darjeeling is the rarest and the most prestigious of

black teas. Its excellent quality is the result of climate and elevation.
While sometimes difficult to distinguish one garden from another, each
harvest period is easily identifiable. Darjeeling teas have a distinctive
taste depending on the season.
− First Flush Darjeeling: Referred to as "springtime teas", Darjeeling
First Flush is harvested from late February to mid-April and yields a
light tea with a delicate aroma and flowery taste. This tea is a
connoisseur's delight.
− Second Flush Darjeeling: Referred to as "summer tea", this tea is
harvested in May and June before the monsoon, and produces a
darker, more full-bodied cup.
 Dimbula High Grown (Sri Lanka): This is the most famous variety of
Ceylon Tea as it can produce tea infusions ranging from full-bodied to
light, delicate and fragrant.
 Ruhuna Low Grown (Sri Lanka): The climate and soil of the Southern
region gives blackness to the tealeaves and when brewed gives strength
and character to the cup. This variety yields a thick, sweet brew that is
consumed with or without milk.
 Other Teas:
− Oolong: This tea from Taiwan is made from semi-fermented leaves. It
is best drunk without milk. Oolong teas are very popular in U.S.A.
− Green Tea: A speciality of China and Japan prepared by subjecting the
leaves to fierce heat. It is highly favoured by the Chinese and also
Muslims, who are forbidden to drink fermented teas.
− Scented teas: Apart from the classic teas, there is a large variety of
scented teas perfumed with fruits and flowers. Most well known of
these is Earl Grey that is flavoured with oil of bergamot – a citrus fruit.
Earl Grey is preferred without milk, and mostly drunk at breakfast time.

83
− Matcha Tea: Matcha tea is used in the traditional Japanese Tea

Ceremony. For the ceremony, the powdered Matcha is measured with
a chashaku (bamboo spoon) and is placed in a chawan (serving bowl).
Hot water is added. Then whipped with a chasen (bamboo whisk) until
frothy. The thick, frothy tea is consumed straight from the bowl.
 Vanilla, raspberry, coconut, apple, ginger, cinnamon are other flavours

that are used to make scented teas.
13.5 Rules for Making Tea
1. Avoid using chlorinated water.

2. Avoid water that has been boiled before.
3. Rinse out the teapot with boiling hot water. The general principal for
putting tea leaves is to use one tea spoon (5 grams) for every person and
10 grams for a pot. The better the tea, less will be the quantity required,
but you can never make up for the insufficient quantity of tea leaves by
infusing for a longer period.
4. Pour water over the tea just as it reaches boiling point.
5. The infusion time is: 2 to 5 minutes depending on the variety of tea being
used. If over infused, the tannins spread and make the tea dark and bitter.
The ideal infusion time for Assam tea is 2 minutes and for Darjeeling tea is
4 minutes.
6. Just before serving, stir the tea in the teapot using a spoon. If tealeaves
are left in the pot, use a strainer when pouring.
White tea 2 tsp. (10 grams)

Green tea 1 tsp. (5 grams)
Oolong tea 2 tsp. (10 grams)
Black tea 1 tsp. (5 grams)
Start with 1 tsp. (5 grams) and increase to desired
Herbal "tea"
taste.
White tea 2 tsp. (10 grams)

84
13.6 Other Tea Preparations
 Masala Tea:
Readymade Indian tea infused in milk with spices e.g. cardamom, ginger
and cinnamon etc.
 Iced Tea:
Made with fresh infusion of tea (many guests prefer a green tea infusion
for iced tea) and a sprig of fresh mint. Strain the tea in to a tall glass over
crushed ice. Garnish with fresh mint, serve sugar syrup on the side. Iced
tea is very popular in summers.
13.7 Brands of Tea
 Some famous brands of tea are:

− Twinings (Kolkata) – Assam, Earl Gray, English Breakfast, Camomile,
Darjeeling
− Ceylon Tea (Watawala Plantations, Sri Lanka) – Low, medium and
high grown tea, Exotic Fruit Tea.
− Tetley – Standard teabags used at Taj.

85
14. Coffee
Coffee is grown in many countries of the tropical and subtropical belt in South
and Central America, Africa and Asia.
Brazil is the world’s largest grower of coffee, Columbia is second, the Ivory
Coast third and Indonesia fourth.
The trees, which produce coffee, are the “genus Coffea” that belongs to the
“Rubiaceae” family. There are somewhere in the region of 50 different
species, although only two of these are commercially significant. These are
known as “Coffea Arabica” and “Coffea camephora”, which is usually referred
to as Robusta. Arabica accounts for some 75% of world production.
The coffee tree is an evergreen shrub, which reaches a height of two to three
metres when cultivated. The fruit of the coffee tree is known as the `cherry’
and these are about 1.5 cm in length and have an oblong shape. The cherry
usually contains two coffee seeds. The coffee tree will not begin to produce
fruit until it is 3-5 years old and it will then usually yield good crops for up to
15 years.
Most brands of coffee are a blend of two or more batches of beans. Because
they have no smell or taste, green beans have to be roasted in order to
release the coffee aroma and flavour. The correct roasting gives a uniform
colour. The output of different degrees of roasting is used to form different
blends.
The common degrees of roasting are:

− Light or pale roasting is suitable for mild beans to preserve their
delicate aroma.
− Medium roasting gives a stronger flavour and are often flavoured for
coffees with well-defined character.

86
− Full roasting: popular in many Latin countries and have a bitter

flavour
− High roasted coffee accentuates the strong bitter aspects of coffee,
although much of the original flavour is lost.
Commercial coffee roasters can either convert the beans into instant
(soluble) coffee or prepare them for sale as roasted or ground beans. The
higher the roast, the less acidity and the more bitterness there is in the
coffee.
Roasted coffee must be ground before it can be used to make the brew.
Coffee is ground to different grades of fineness to suit the many different
methods of brewing. The most suitable grinds for some common methods of
brewing coffee are:
Method Grinding Grade

Filter/Dip Fine to medium
Turkish Pulverised
Cafeterie Medium
Vacuum Infusion Medium fine to fine
Espresso Very fine
14.1 Storage of Coffee
As with tea, it should be noted that coffee is an expensive commodity and

therefore the utmost care must be taken in its storage. Points to note with
regard to storage are as follows:
− Store it in a well ventilated storeroom
− Use an air-tight container for ground coffee to ensure that the oils do
not evaporate, causing loss of flavour and strength
− Keep it away from excess moisture
− It must not be stored near any strong smelling foods, as coffee will
absorb their odour.

87

88
14.2 Types of Coffee Beans
 There are mainly two varieties of coffee: Arabica and Robusta. Arabica is
more expensive than Robusta. Most of the popular brands today are a
blend of Arabica and Robusta.
14.3 Methods of Brewing Coffee
There are two basic methods of brewing coffee:
 Turkish method:
This consists of pouring fine coffee powder in to boiling water, together
with an almost equal quantity of sugar. The mixture is then heated until it
is on the point of boiling. This operation is repeated three times. Before
serving, a few drops of cold water are poured in to the pan to settle the
grounds. The piping hot coffee is served in small glasses.
Turkish coffee is mainly drunk in Mediterranean and in the Middle East.
 French Method
This method involves pouring boiling water on to coarsely ground coffee
over a filter. French coffee must never be boiled or reheated. The water
should be just below boiling point when it is poured over coffee.

89
14.3.1 Variations
Some other variations of Coffee are as follows.
 Espresso
This is a black Italian style coffee. Proper Espresso is made from a special
blend of Arabica coffees chosen for intense aromatic flavours and quality
of performance during extraction. Espresso uses freshly roasted beans
that are finely ground in the correct amount, firmly packed and then
extracted under pressure. The end result will be a rich concentration of
coffee taste and aroma, topped with dense golden-brown foam called
“crema”.
 Cappuccino
An espresso based beverage, topped with equal parts of steamed and
foamed milk (wet cappuccino). A dry cappuccino is topped with all foamed
milk. The milk is foamed/steamed prior to the espresso extraction,
allowing the foam to set, or jell. The foam topping is shaped to form a
peak (cap) on the cappuccino. Cappuccinos are usually dusted with
nutmeg, cinnamon, or chocolate powder.
 South Indian Coffee

This is made by filtering the brew of freshly ground beans. Small quantity
of this strong brew is topped up with hot milk. South Indian Coffee is
widely regarded for its unique and strong flavour.
 Café au lait (French) or Café latte (Italian)

Made by adding milk, to a freshly drawn shot of espresso. It is finished
with a quarter inch of foamed milk and sometimes a generous sprinkle of
chocolate or cinnamon.
 Doppio

90
This is the Italian term for Double. Hence an "Espresso Doppio" or a

"Doppio" refers to a double shot of espresso coffee. Some people even
add a shot of hot water to the double shot of espresso.
 Ristretto
Ristretto means restricted in Italian. It is a short pour of espresso (highly
concentrated) using three-quarters to one ounce of hot water to extract
the correct amount of coffee in a double or single portion.
14.3.2 Other Speciality Coffees
 Monk's Coffee is made using Benedictine

 Irish Coffee is made using Irish Whisky (Jamesons in Taj Mahal Hotel, New
Delhi)
 Russian Coffee is made using Vodka
 Jamaican Coffee is made using Rum
 Calypso Coffee is made using Tia-Maria
 Highland Coffee is made using Scotch whisky
 Seville Coffee is made using Cointreau
 Café Royale/Café Parisienne is made using Brandy
 Caribbean/Jamaican is made using Caribbean Rum
14.3.3 Rules to make Coffee
 The rules to be observed when making coffee are as follows:

− Use freshly roasted and ground coffee
− Buy the correct grind for the type of machine in use
− Ensure all equipment is clean before use

91
14.3.4 Reasons why bad coffee is produced
Weak coffee
− Water has not reached boiling point
− Insufficient coffee
− Infusion time too short
− Stale or old coffee used
− Incorrect grind of coffee used for equipment in operation
Flat coffee
− All points for weak coffee
− Coffee left in urn too long before use, or kept at wrong temperature
− Dirty urn or equipment
− Water not fresh, or boiled too long
− Coffee reheated
Bitter Coffee
Too much coffee used
Infusion time too long
Coffee not roasted correctly
Sediment remaining in storage or serving compartment
Infusion at too high a temperature
− Coffee may have been left in urn too long before use

92
14.4 Brands of Coffee
 Most coffees are extracted automatically from the Suisse Egro coffee
machine, which is installed in most Taj hotels. These machines use a
combination of Arabica and Robusta beans.
 Nescafe Classic sachets are also provided in restaurants for stronger

concoctions of instant coffees.
 Helmet Sacher Kaffee sachets are generally available on request for

decaffeinated coffee. Two grams of decaffeinated coffee is required to
make one cup of coffee.

93
15. Wine
Wine is an alcoholic beverage obtained from the fermentation of juice of

freshly gathered grapes.
Wines are broadly classified as follows:

− Table wines or Still wines (Red, Rose and White)
− Sparkling wines
− Fortified wines
− Aromatised Wines (Vermouths)
15.1 Table Wines
 Red Wine:
− Consumed more than white wines.
− Unlike white wines, reds do not have varied degree of sweetness.
They are almost exclusively dry.
− Range from light to full bodied, with distinctive taste.
− Produced from red grapes.
− To produce red wines, grapes are crushed, not pressed.
− Juice and skin is pumped in to the vats together, fermentation
begins.
− They contain 9-14 % alcohol, and the taste ranges from very dry to
very sweet.
− The service temperature of red wine is 16 – 18 degrees centigrade.
 Rose Wines:
− These are produced exactly as red wines except that wine is drawn
off from the fermenting red grapes after 2-3 days when enough red
colour has been absorbed by the wine to give it a pink tinge.
very sweet.

94
− The service temperature of rose wine is 13 – 16 degrees centigrade.
 White Wines:
− Light and delicate in flavour, go well with seafood and lightly
flavoured food as rich food overpowers their taste. Main difference
from red wine is that the grapes are pressed and the juice is drawn off
immediately without the skins in to the cask for fermentation.
− Sweet white wines: The sugar content is very high, hence are
preferred at the end of a meal.
very sweet.
− The service temperature of white wine is 11 – 13 degrees
centigrade.
15.2 Sparkling wines
 The most famous one is Champagne. This is made by the methode

Champenoise (second fermentation in the bottle) in the Champagne
region of northeastern France.
 Effervescent wines made outside the Champagne region are called
sparkling wines.
 Sparkling wines are made in France, Spain, Italy, America, Australia

and many other countries.
 Sparkling wines vary in their sweetness:

− Brut (very dry)
− Sec (medium dry)
− Demi sec (medium sweet)
− Doux (sweet)
 Semi sparkling wines are known by the term ‘perlant’

95
 Service Temperature for Sparkling Wine is 7 – 10 degrees centigrade

96
15.3 Wine Production
All table wines from the wine producing areas of the world are produced by
the same fundamental process that comprises of 3 main steps.
15.3.1 Viticulture
 Viticulture can be defined as the science and practice of grape culture.

The species is “Vitis Vinifera”. Grapes can be grown from a wide range of
latitudes in climates ranging to very hot to very wet to very dry. The
quality of the wine depends a lot on viticulture.
 Viticulture involves the following steps.
− Choosing of a vineyard depending on the wine variety, root stock and
clone.
− Soil testing and soil preparation.
− Vine planting, trading & pruning (Cutting off unwanted vegetative parts
ex shoots)
− Control of vine pests, vine diseases and weeds.
− Fruit sampling & harvesting.
 The grapes or vines need a temperature climate, which is a balance of sun
and rain along with constant care. Too much of strong sun dries the grape
pulp and too much of rain limits the production. The frost can ruin the
harvest. The grapes are at their best when the soil is sandy, rocky and has
lime in it.
 At the time of harvest, the grapes are gathered and taken into bins to the
fermenting vats. When the grapes are ripe, their natural acid decreases
and their sugar content increases. A black grape turns from green to dark
red and white grapes turn from green to yellow.
 The grape which has developed on the vine for about 100 degree days*
after flowering, is made up of skin , pulp ,stalks, pips.
 The person who takes care of viticulture is called a viticulturist.

97

98
15.3.2 Vinification
 The process central to Vinification is fermentation- conversion of sugar to

alcohol. This process is necessary to the making of all alcoholic
beverages.
 Vinification includes stages of Chaptalisation, Carbonic Masceration,
Racking, Finning.
 Fermentation is a process of converting sugar into Ethanol Alcohol and
carbon dioxide (CO2) under anaerobic metabolism of yeast.
 Chaptalisation is the addition of sugar to the grape juice if the sugar
content is not enough to induce fermentation.
 The process of masceration done under anaerobic conditions where all the
oxygen is removed from the air, and carbon dioxide is added is called "
Carbonic Maceration".
Grape:
 The Skin also contains colouring pigments that dissolve in a solution.
 The Pulp provides the grape juice or must and contains:
− 70-80 % water
− 10-25 % sugars (dextrose, glucose, laevulose and fructose)
− 5-6 % acids (malic, tannic, citric acids)
 The Stalks provide tannic acid, which gives body and keeping qualities to
wine. The tannic acids help to coagulate the finning agent as the wine is
being clarified.
 The Pips, if crushed, impart tannic acid and oils to the wine.
 The colour of the wine comes from the skin of the grape, being extracted
during the fermentation process.
 Red wine can only be made from red grapes but white wine can be made
from white or red grapes, provided that, in the latter case, the grape skins
are removed before fermentation begins.
 The yeast required for the fermentation process is found on the outside of
the grape skin in the form of a whitish bloom.

99

100
15.3.3 Storage of Wines
 All wine bottles should be stored lying one their sides with the wine
coming in contact with the bottle cork all the time. The damp cork
prevents excess air getting into the wine and spoiling it.
 During storage the wines should be handled as little as possible.
 Wines should be stored in a cool even temperature.
 In India it is recommended to store wine in a dark and air conditioned
room. If the storage area is not air conditioned, the room be dark, cool
and well ventilated.
 If a metal cap is used, the bottle should be stored standing upright. The
metal should not come in contact with wine as it may be harmful.

101
15.4 Quality Control
 The factors that influence the quality of wine are:

− Climate and microclimate
− Nature of the soil
− Type of grape
− Method of cultivation
− Yeast type and fermentation
− Methods of wine making
− Aging and maturing process
− Method of transportation
− Storage temperatures
 Most of the world’s wine makers must ensure that the products
conform to strict quality regulations covering such aspects as where
the vineyards are, what variety of grape is used, how the wine is made
ands how long it is matured.
 European Community directives lay down general rules for Quality

Wines Produced In Specified Regions (QWPSR) or, in French, Vin de
Qualite Produit en Region Determines (VQPRD). Wines that meet these
requirements include:
− VDQS (Vin delimite de Qualite Superiere) and AOC (Appellation
D’origine Controlee) wines of France.
− QbA (Qualitatswein Bestimmter Anbaugebiete) and QmP
(Qualitatswein mit Pradikat) wines of Germany
− DOC (Denominazione De origine Controllata) and DOCG
(Denominazione di origine controllata e garantia wines of Italy
− DO (Denominaction de origen) wines of Spain
− Regiao Demarcado wines of Portugal

102
15.5 Grape Varieties
The most basic of all differences between wines stems from the grapes they
are made of. Centuries of selection have resulted in each of the long
established wine areas having its favourite single variety, or a group of
varieties whose juice or wine is blended together.
15.5.1 Grapes for White Wine
Grape Variety Country/Region Description

Chardonnay France (Burgundy Gives dry wine of rich complexity.
Champagne) and The grape that produces famous
California white wines of Burgundy.
One of the grapes used in making
Champagne.
The best white grape of California.
Chenin Blanc France (Loire valley) Produces acidic wines ranging from
& California dry to very sweet
Leading white grape of middle Loire
Folle Blanche France & California At its best in California
High acid and little flavour makes it
ideal for producing brandy. One of
the Cognac making grapes
Gewurztramin Germany, France The most pungent wine grape,
er (Alsace), Australia & distinctively spicy to smell and taste.
California Produces rich and soft wines of
varied sweetness.
Best in Alsace.
Muller Germany Produces soft, flowery, and sweet
Thurgau wines.
Palomino Spain Makes best Sherry
Pedro Spain Used for blending Sherry
Ximenez
Pinot Noir France Superlative black grape used in
making Champagne, and

103
occasionally other white wine

Riesling Germany Germany’s finest grape, now planted
around the world. Produces wine of
brilliant sweet/acid balance.
Sauvignon France & California Very distinctive aromatic and
Blanc sometimes smoky scented wine.
Also called Fume’ blanc.
Semillon France The grape contributing the
lusciousness to great Sauterns
(sweet wine from Bordeaux)
Sylvaner Germany Produced in large quantity in
Germany. Used for blending.

104
16.5.2 Grapes for Red Wine
Grape Variety Country/Region Description

Cabernet France Grape of great character. Spicy,
Sauvignon California herby and tannic. The most used
grape of Medoc. Its wine always
needs ageing and usually blending.
Cabernet France Less famous than Cabernet
Franc sauvignon. Used in Bordeaux & Loire
Gamay France, California The famous Beaujolais grape, light
fragrant wines, which are at their
best quiet young.
Merlot France & Italy Adaptable grape making the great
fragrant and rich wines of Pomerol
and St. Emillion.
Merlot is an important ingredient in
Medoc reds, and making good
quality light wines in Italy.
Pinot Noir France, Germany Creates glorious red wines of Cote
d’Or in Burgundy.
Syrah France & Italy The best-known Rhone red grape
that produces heavy purple wines
that mature superbly.

105
15.6 Terms Used to Describe Wines
Term Description
Body The weight of the wine in the mouth due to its alcoholic
content, extract and to its other physical components.
Bouquet The pleasant and characteristic smell of wine
Corky Having a distinct smell of cork arising from a poor, soft or
disintegrating cork. Due to a poor cork, air comes in to
oxidise the wine and wine becomes ‘corked’. The terms
corked & corky are often interchanged.
Dry Not sweet, fully fermented out.
Finish The end taste
Flowery Fragrant, flowerlike
Full bodied High in alcoholic content and extract
Heady High in alcohol
Light Low in alcohol and less in body
Legs A term for globules that fall down the sides of a glass after
the wine is swirled. Also known as tears.
Luscious Soft, sweet, fat, fruity and ripe. All these qualities in
balance
Medium dry Containing some sugar but dry enough to be drunk before
or during a meal
Musty Bad smell due poor cask, cork or storing.
Nutty A crisp nut like flavour associated with full-bodied white
wines.
Smoky (flinty) A subtle smoky smell characteristic of certain white wines.
E.g. Pouilly Fume or Sancerre.
Spicy A rich, herblike aroma and flavour as in Gewurztraminer
Young Fresh and acidic in aroma, immature.

106
15.7 Wine Producing Countries
15.7.1 France
France is known as the home of quality wines. France is the second largest
wine producer of the world.
Region Description Famous Wines
Bordeaux Famous fine wine producing Premier Crus
region. Bordeaux is made up of Chateau Latour
a number of districts, i.e. Chateau Lafite
Medoc, Graves, Sauterns, St. Chateau Mouton
Emillion, Pomerol, Entre-deux- Chateau Margaux,
mers and Bourge and Blaye. Chateau Hautbrion
Others
Chateau la Croix (Red wine
from Pomerol)
Chateau de la Garde (Red
wine from Graves.
Saint Emillion (Full bodied
red wine)
Chateau d’Yquem (sweet
white wine)
Chateau Laudenne (Red
wine from Medoc)
Burgundy Burgundy produces both white Chablis: A flinty dry white
and red wines and their best wine, which is pale
wines are among the best in the greenish in colour.
world. Chambolle Musigny:
Located in central France, it has Famous red wine from
very hot summers and severe Cote’ de Nuits
winters. Gevrey Chambertin: Full
Burgundy is divided in to bodied Grand cru red wine
Chablis, Cote d’ Or, Cote d’ Fluerie: The best
Nuits , Cote de Beaunne, Boujolais (fruity, scented,

107
silky, red wine)

Pouilly Fuisse: Best
white wine (dry) of Macon
in Burgundy.
Champagne The famous wine called Famous Brands
Champagne comes only from Dom Perignon
one place- Champagne region in G.H.Mumm
the Northern France. Moet et Chandon
The unique quality of Krug
Champagne is attributed to: Bollinger
− Climate Tattinger
− Method of production
− Grapes
− Soil
The three main grapes used for
making Champagne are: Pinot
Noir, Pinot Meunier, and
Chardonnay.
According to the increasing
sweetness, Champagne are
classified in to:
− Brut (very dry)
− Extra dry
− Sec (or dry)
− Demi Sec (Quite sweet)
Rhone Rhone valley (Cote du Rhone) Chateau Neuf du Pape: is a
has two climatic zones; the famous red wine that uses
north has extremes of summers as many as 13 different
and winter. grape varieties on a very
In south the summers and pebbly ground virtually
autumns are hot with very little devoid of any soil at all.
rainfall. Condrieu: A robust
refreshing white wine from
both dry and semi dry.

108
Tavel: A dry rose wine.

Best known of all French
rose wines.
Alsace Alsace produces only white Alsace Riesling: Full bodied
wines. The wines in this region and rich white wine
are named by the grape and not Gewurztraminer: Fragrant
by the area of production. wine with spicy overtones.
Alsace uses flute shaped green Rich, and full bodied.
bottles, similar to those of
Moselle wines of Germany.
Loire Loire is the longest river in
France that flows through this
region.
Areas of wine production
include:
− Muscadet
− Anjou and Saumur
− Touraine
Loire produces still, sparkling
and semi sparkling wines.
Although its best produce is
white, both dry and sweet.
Rose wines are a specialty of
Loire. There are two types, light
rose and another that is fuller in
colour.

109
15.7.2 Germany
 German wines have a distinct style that balances sweetness against fruity
acidity. German wines are principally based on the grape Riesling. Good
quality Riesling develops all sorts subtle scents and flavours that German
wines are appreciated for.
 German wine bottles (and also Alsace wine bottles) are too tall for most
ice buckets to cool the whole bottle. To make sure that the top of the
bottle (your first glass) is properly cooled, put the bottle upside down in
the bucket for final five minutes before opening it.
 The wine regions of Germany, their styles and famous wines are described
in the following table.
Region Description
Ahr Germany’s most northern wine region specialises in red
wines, mostly from Spatburgunder (Pinot Noir) grape.
They are inevitably light, in both texture and colour, from
late-picked grapes that retain a gentle natural
sweetness. There are also some good Ahr Rieslings.
Mittelrhein A small production area that extends from Bonn to South
of Koblenz. Muller – Thurgau and Riesling make up most
of the wine. Quality is good, but most of the wine is
drunk on site by the locals, or by tourists, as this is one
of the most unspoiled tourist parts of Germany.
Mosel-Saar- The Mosel valley runs southwest of Koblenz. The region’s
Ruwer full name includes two small tributaries of the river
Mosel, the Saar and the Ruwer. It includes some of the
most historically celebrated vineyards in German wine
history.
Here the Riesling grape produces some of its great
results, wines that are almost miraculously subtle
expressions of the variety, and extremely low in alcohol.

110
Some famous wines from this region are:

Bernkasteler Badstube
Eitelsbach
Maximin Grunhaus
Niederhausen
Rheingau The Rheingau mostly occupies the right bank of the
Rhine to the east of the Mittelrhein region. In some ways,
it represents the nerve-centre of German winemaking.
Rheingau boasts some of the most highly regarded wine
estates in the country, growing a great quantity of
Riesling.
A range of disparate vineyard conditions makes up the
Rheingau. Around Rudesheim, steeply-shelving slate soils
produce some really light Rieslings, while more robust
wines, known and much favoured in history as “hock”,
come from the more gently sloped land around
Hochheim.
Hattenheimer
Erbach
Hoccheim
Kiedrich
Johannisberg
Rheinhessen South of the Rheingau, the Rheinhessen is where a lot of
the mass-market wines of Germany originate. Half of all
Liebfraumilch is made here.
There are, however, some exceptions increasingly in the
production of surprisingly sturdy reds from
Spatburgunder (Pinot Noir) and Domfelder.
Nackenheim
Oppenheim
Munster

111
Nahe The Nahe region, named after its river, lies to the west of
the Rheinhessen. It is a fine, and considerably under-
recognised, player on the German wine map, its best
estates are as good as those in the Rheingau or Mosel.
Norheim Kafels
Niederhausen
Pfalz Formerly known as the Rheinpfalz, and before that the
Palatinate, the Pfalz is a fast improving and dynamic
region to the south of Rheinhessen. The range of grapes
grown is very broad.
Not only Riesling, but Grauburgunder, Gewurztraminer,
Scheurebe, Spatburgunder and Dornfelder are all
producing good wines.
They have richness and body, and high in alcohol too.
Sparkling wine, known in Germany as Sekt, is also
becoming a speciality.
Forst
Durkheim
Hessische This small region, to the east of Rheinhessen, does not
Bergstrasse export much of its wine, but quality is impressively high.
About half the vineyard grow Riesling.
Wurttemberg A large region centred on Stuttgart, Wurttemberg is not
greatly renowned beyond its own boundaries.
Franken Otherwise known as Franconia, the region through which
the river Main runs was traditionally famous as the
mainstay of the Silvaner grape, although this grape now
accounts for only about a fifth of the area under vine.
The local taste is for austerely dry wines, the best of
which come in a flat, round bottle called Bocksbeutel.
A famous wine from this region is:
Randersacker
Baden The principal region of southwest Germany, just over the
border from Alsace, Baden has been recognized as one

112
of the more exciting European wine areas of recent

years. It encompasses a long stretch between Franken
and the border with Switzerland. Although there is a
fairly high percentage of Muller-Thurgau in the vineyards,
there is also some fine, boldly delineated Riesling, musky
dry Weissburgunder, spicy Gewurztraminer and– some
intensely ripe, deep flavoured Spatburgunder.
A famous wine from this region is:
Durbach
Saale/Unstrut One of two small wine regions that fell within the
boundaries of the old GDR, or East Germany,
Saale/Unstrut is named after two rivers at whose
confluence it lies. Muller-Thurgau, Weissburgunder,
Silvaner and others are used to make dry, relatively full-
bodies wines.
Sachsen The most northern and also the smallest wine region in
Germany, Sachsen (known in English as Saxony) is
centred on the old city of Dresden, its vineyards planted
along the banks of the river Elbe. Like Saale/Unstrut, it
makes dry white wines from good varieties, but the
prospects for quality wine are noticeably higher.

113
15.7.3 Italy
 Italy is the world’s largest wine producer with the biggest per capita
consumption.
 While studying Italian wines, one must remember that in many cases the
same name applies to wine which can be red or white or in between,
sweet or dry or in between, still or sparkling or in between.
 A few Italian wine terms every Food and Beverage professional should be
familiar with are:
Amaro Bitter
Abboccato Semi sweet
Bianco White
Frizzante Semi sparkling
Rosso Red
Rosato Rose
Spumante Sparkling
Secco Dry
Vino da Pasto Table wine
Vendemmia: Vintage
Vintage
DOCG A top category, awarded only to wines from restricted
zones, which have been sealed by the government seal.
 Some famous Italian wines are:

− Asti Spumante: Famous sweet and very fruity sparkling wine made
from Muscat grape.
− Chianti: Lively local wine of Florence, Tuscany. Fresh, but warmly
fruity when young, usually sold in straw covered flasks.
− Chianti Classico: High ranked Chianti from central area of the zone
producing Chianti. Fine, powerful scented wine. Chianti Riserva is aged
for 3 years before bottling, has a distink bouquet of oak.
− Cinzano: A vermouth company from Piemote, Italy.
15.7.4 Spain and Portugal

114
 The very finest wines of Spain and Portugal are respectively sherry, port
and Madeira, which have been described in the section ‘Fortified wines’ of
this chapter.
 Spain is famous for very good table wines from Rioja region.
 Rainy North-West Spain and Northern Portugal make their very similar
“Green wines”. Central Portugal has an excellent climate for wines similar
to full bodied Bordeaux.
 Important Spanish Wine Terms
Ano 4o Ano (or Anos) means 4 years old when bottled.

Blanco White
Bodega 1. A wineshop
2. A concern occupied in the making, blending and/or
shipping of wine.
Cava 1. An establishment making sparkling wines by the
champagne method
2. A Spanish name for such wines.
Cepa Wine or grape variety
Champana Spanish sparkling wine
Dulce Sweet
Criado y embotellado Grown and bottled by
por
Dlaborado y anejado Made and aged by
por
Espumoso Sparkling
Flor A wine yeast peculiar to sherry and certain other
wines that oxidize slowly and tastily under its
influence.
Gaseoso A cheap sparkler made by pumping carbon dioxide
into wine.
Jerez do la Frontera The city of sherry
Rosado Rose
Sangria Cold red wine cup made by adding ice, citrus fruit,
fizzy lemonade and brandy to red wine.
Seco Dry
Tinto Red

115
 Important Portuguese Wine Terms
Adega A cellar or winery

Vinho verde (Green Wine made from barely ripe grapes and undergoing a
wine) special secondary fermentation, which leaves it with a
slight sparkle. Ready for drinking in the spring after
the harvest. It may be white or red.
Vinho Branco White Wine
Vinho Consume Ordinary Wine
Vinho Doce Sweet Wine
Vinho Espumante Sparkling Wine
Vinho Generoso Aperitif or dessert wine rich in alcohol
Vinho Maduro A normal, mature table wine – as opposed to a Vinho
Verde
Vinho Rosado Rose Wine
Vinho Seco Dry Wine
Vinho Tinto Red Wine

116
15.8 Fortified Wines
Fortified wines are strengthened by addition of grape brandy during or after

its fermentation. The alcoholic content of these wines is almost double of that
of table wines. The principal fortified wines are:
15.8.1 Sherry
 Sherry is a blended and fortified still wine. Produced around town of Jerez
de la Frontera in southern Spain.
 Grapes used in production of Sherry are: Palomino and Pedro ximinez.
 Types of Sherries:
− Fino: Pale and dry. Consumed as an aperitif. E.g. Tio Pepe
− Oloroso: Sweet, dark, dessert wine.
− Amontillado: Finos with a little more alcohol. Not as dry as finos.
− Amoroso: Paler and little sweeter than oloroso
− Cream Sherry: Darker and sweeter than oloroso. E.g. Harvey’s Bristol
Cream.
− Manzanilla: Distinct tasting dry sherry from Sanlucar area.
15.8.2 Port
 Real Port comes from Portugal only. Grape varieties used for Port are:
Mourisco
Tinta francisca
Touriga
Bastardo
 Types of Port: When very young red Ports are of rich purple colour. With
age they lose colour turning from ruby to tawny.
− Vintage Port: Belong to superlatively good years. Normally blended
with wines of same year. Vintage Port is matured in casks for two years
in Oporto. It is then bottled and stored for maturing.
− Crusted port: Wine of a good year or blended wine of two or more
good years. It has a characteristic crust formation that requires

117
decanting. On an average, crusted port is matured for around ten

years.
− Ruby port: Young, fresh, full-bodied wine, sold and drunk young.
These are blended wines containing 3 to 7 years old wines. Ruby port
tends to deteriorate rather than improve in the bottle.
− Fine old tawny port: a light, fresh, palatable blended wine, which
contains 7-10 year old wines. Fine old tawny port is not to be confused
with tawny port, which often is a cheap blend of young red and white
ports.
 White ports are often taken as aperitif. These are made from red grapes.
They are not very popular.
15.8.3 Madiera
 The island of Madiera is politically a part of Portugal. Strict government

controls ensure reliability and consistent quality, age, colour, and flavour.
 Types of Madiera
− Sercial: with dry finish and distinctive bitter flavour.
− Verdelho: a golden, medium sweet, full-bodied, soft dessert wine.
− Bual: Fuller and sweeter than sercial and verdelho. It is brown to dark
in colour with a distinct bouquet. Rich full bodied dessert wine.
− Malmsey: Dark, rich, soft and luscious wine with considerable body,
balance and bouquet.
15.8.4 Marsala
 Marsala is the principal dessert wine of Italy. It is inexpensive blend of

aromatic white wines.

118
15.9 Vermouths
Vermouth is a wine to which plants, herbs, spices and other botanical

ingredients have been added to impart aroma. The number of different herbs
used in flavouring one vermouth can range up to 50.
The formulae for recipes are closely guarded secrets. But the herbs generally
used in Vermouths are cloves, cinnamon, quinine, citrus peels, ginger,
perhaps a touch of wormwood.
Traditionally, French vermouths are white and dry, and Italy produces sweet
and red vermouths.
Vermouth bottles do not keep for long and therefore, should be consumed
young. All these drinks are served as aperitifs at the cocktail hour.
Vermouth is not as fragile as sherry and hence, does not have to be

consumed within a few days, can withstand extreme temperatures far better
than other fortified or aromatised wines.
 Types of Vermouths:
− Dubonnet: Dubonnet is a French vermouth full of highly appetizing
quinine bitterness. Dubonnet comes in red and white colours, and
combines sweetening and bittering elements in intriguing balance.
− Cinzano: Cinzano comes from Italy. It is a highly popular brand of
vermouth.
− Carpano Punt E Mes: An Italian vermouth similar to Dubonnet, but
darker in colour. It has pronounced quinine bitterness, well balanced
by sweetening agents.
− Noilly Prat: Famous French brand that has a highly regarded dry
vermouth, but also has a sweeter style.

119
− Martini: One of the most famous brands of vermouth produced by the

Italian firm of Martini e Rossi. It is available in Extra dry, Bianco, and
Rosso styles.

120
16. Beer
Beer is a brewed and fermented beverage made from malt, water, hops,
yeast, sugar and finings (clarifying agents). Depending on the variety and
quantity of these ingredients and the process of manufacture, the style of the
final product is determined. There are two main branches of the beer family:
Ale and Lager.
16.1 Ale
 Most commonly brewed in England, ale is the original style of beer

devised in old times.
 Ale is top fermented beer. (i.e. the yeast floats on the surface of the liquid
during fermentation).
 There is typically a three-day fermentation at a temperature of 18-25

degrees centigrade, giving more fruity beers in which the flavour is more
directly influenced by the fermentation process.
 Porter and Stout are famous styles of ales.
16.2 Lager
 Refers to bottom fermented beer, typically seven days at a temperature of

7-12 C, giving a lightly flavoured product whose character is mainly
determined by the hops and the type of malt used. Lager beers dominate
the world market.
 Bock, Dunkel and Pilsner are famous styles of lager beer.

121

122
16.3 Draught Beer
 Un-pasteurised beer, which is dispensed from the cask (keg). This beer is
much lighter due to absence of preservatives. It cannot be stored for long.
16.4 Some Famous Beer Brands
 Kingfisher Ice/ Fosters Ice: Ice beer is an innovation of the early 90’s.
The brew is frozen during maturation to produce a purified beer, with the
ice crystals removed to increase strength.
 Guinness: A famous stout from Ireland. It was one of the first breweries
to get international recognition. Guinness is a dark ale (in stout style),
which has different brands varying in taste and smoothness for different
markets.
 Carlsberg: Famous beer from Denmark. This brand is over 150 years old
and one of the best-known brands in the world. There are many products
by this brewery, which vary in their taste and strength.
 Heineken: Famous brand from Netherlands. Heineken’s flagship brand is

the pilsner but it also produces different styles of beer.
 Amstel: World famous lager beer from Netherlands.
 Beck’s: Famous German brand that makes Beck’s Pilsner. Taj group is
also selling ‘Beck’s non alcoholic beer’.
 San Miguel: Pale lager from Spain. Also made in Philippines.

123
 Tsingtao: A brewery that was originally set up by the Germans at the

port of Tsingtao, China. It is now an aggressively marketed brand.
 Kingfisher: Indian brand of light, fruity lager. Largely exported and well
known.
 Budwieser: The world’s leading beer brand named after a famous

brewing town in the Czech Republic. This American brand is often called
‘King of Beers’. It is a light lager with a clean, crisp taste and alcohol
content of 4.7%.

124
17. Spirits

125
Name Description
17.1 Aquavit One among the spirits whose collective names are
derived from the phrase (water of life). Aquavit is a
Scandinavian drink made from potatoes.
Aquavit is called Schnapps in Germany, and Denmark.

In Sweden, Norway and Netherlands it is called Snaps.
Aalborg is a premium high strength aquavit from
Denmark.
Archer’s each county schnapps are a mild, fruit
flavoured commercial schnapps.
17.2 Bitters The term bitters means a spirit flavoured with bitter
herbs or roots. Among these, there are certain drinks
that can be drunk in whole measures along with mixers
like any spirit,(e.g. Campari) and some are so bitter that
they can only be added to drinks in drops.
Bitters are also preferred as pick me ups (drinks that
cure hangover). They are used extensively in the art of
cocktail making. (e.g. Angostura bitters).
The following are some famous brands and their country

of origin:
Italy: Campari, Fernet Branca
France: Amer Picon
Trinidad: Angostura
Germany: Underberg
17.3 Brandy The term brandy applies to any grape based spirit
distilled from wine. Although some spirits made from
other ingredients – like Calvados made from apples,
also use the term brandy.
Cognac is the most famous form of brandy, which can
only be produced in the Cognac region of France. Strict

126
laws specify the grape varieties and the making process

from which Cognac is produced.
Cognac is classified as in increasing order of quality:
 VS: Also known as three star, VS may contain
brandies that are minimum three years old
 VSOP: Very Special (or very superior) Old Pale. The
youngest brandy in this blend should be at least five
years old.
 XO: is a blend of minimum six years old cognacs.
Armagnac is another famous form of brandy which also
comes from France. Armagnac is more pungent and
stronger than cognac.
Apart from France and Germany also produce quality
brandies.
Some well known brands are:

Cognac: Martell, Hennessey, Remi Martin, Courvoisier,
Otard
Armagnac: J.de Malliac
17.4 Gin Gin was created for medicinal purposes.

A blend of herbs and aromatics are used to flavour this
spirit among which juniper berries are the main
ingredient. The dark little berries of juniper tree
contribute to the characteristic strong perfume of Gin.
English Gin is mainly of two types:
 London dry: London dry is an intensely perfumed
spirit
 Plymouth gin: Plymouth gin is drier than London dry
Dutch Genever: This is quite a different drink to

English gin, because of more pungently flavoured grain
mash on which it is based.

127
Some well known brands are:

Beefeater, Booth’s, Bombay Sapphire, Gordon’s,
Gilbey’s, Tanqueray
17.5 Rum Rum is, in its white version, one of the biggest selling
spirits.
Rum is derived by distilling fermented molasses (brown,
sticky, by product of sugar cane juice).
Rum today is produced all over the West Indies and
eastern South America, and other parts of the world.
The famous brands of rum are as follows:

Bacardi - World’s most popular brand
Captain Morgan -The leading brand dark rum
Woods 100 - A particularly rich and strong dark rum
Mount Gay - A major Caribbean brand of golden rum
17.6 Tequila Tequila is the national spirit of Mexico.

Tequila is distilled from the chopped, pressed, and
fermented hearts of agave plants. The juice is quite
acidic, which is felt even in the distilled spirit.
Some famous brands of Tequila are as follows:

Sauza
Jose Cuervo- is the white version of Tequila
Montezuma – Golden Tequila. This version is aged in
wooden casks longer than white.
17.7 Vodka Vodka can be distilled from various ingredients, but the
most popular base today is grain.
A highly purified alcohol is obtained through distilling in
column still and charcoal filtration process. It is then

128
bottled at 37.5% alcohol by addition of distilled/de-

mineralised water.
Some world famous Vodka brands are:
Smirnoff- Red label is the market leader brand.
Absolut - Blue label Absolut is unflavoured version.
Others are flavoured with lime, orange, blackcurrants
etc.
Stolichnaya - This smooth vodka should be sipped
appreciatively.
Pieprzowka - flavoured and coloured with chillies.
17.8 Whisky One of the world’s leading spirits, and definitely the
most popular one in India. The five major whisky
producing countries are Scotland, U.S.A., Ireland,
Canada and Japan. Each one of these produces whisky
of its own style.
Scotch Whisky:
The most highly appreciated of Scotch whiskies are the
single malts. These whiskies are produced entirely from
malted barley, double distilled, and made exclusively at
a single one (out of Scotland’s over 100 working
distilleries) distillery.
Malts that are blended produce of several single malts
are known as vatted malts.
Whiskies made from corn or unmalted barley are known
as grain whiskies. These are always lighter than the
malts.
Some famous Single Malt brands are:

Laphroaig- One of the world’s richest peaty whisky
Macallan: This 18 year old whisky is one of the world’s
best loved highland malts.
Glenlivet: A 10 year old speyside malt from the Scottish

129
highlands
Some famous Blended Scotch brands are as follows:

The Famous Grouse
J&B: J&B stands for Justerini & Brooks
Johnnie Walker Red Label: Biggest selling whisky of all.
Black label has higher malt content in the blend.
American Whiskey: The two most popular styles of

American whiskey are Kentucky and Tennessee.
 Kentucky: Only whiskies from the state of Kentucky
are entitled to be called Bourbons. Bourbon is not a
straight corn whiskey, but one made from not less
than 51% corn with malted barley. Other main
ingredient is rye. The chief distinguishing taste of
bourbon, however, derives from barrels in which it
matures. They are charred, or toasted on the inside,
and are made of American oak.
Some famous Kentucky brands are Wild Turkey,
Maker’s Mark and Jim Beam.
 Tennessee: South of the bourbon producing
Kentucky, an entirely different but equally distinctive
style of whisky is made. This style – Tennessee sour
mash is represented by just two distilleries; Jack
Daniel’s and George Dickel. These are some of the
world’s richest and smoothest whiskies.
Whereas bourbon is matured in charred barrels,
Tennessee takes the principal stage one step
further. By filtering the spirit through a mass of
charcoal.
The most famous Tennessee brand is Jack Daniel’s
No. 7.

130
Irish Whiskey: The secret of the distinctive style of

Irish whiskey are:
 No peat fire used to dry the malt
 Mixture of malt and un malted grain used
 Triple distillation in pot still
The above reasons result in soft, ultra refined palate of
Irish whiskey.
Jameson is a famous brand of Irish Whisky.
Canadian Whisky: Canadian whiskies are made from

blends of different grains. Most brands contain rye, corn
and malted barley. Canadian whiskies have a reputation
of being the lightest of all classic whiskies, even lighter
than the triple distilled Irish whiskey.
The most famous brands of Canadian Whisky are
Canadian Club and Crown Royal.

131
18. Aperitifs and Their Service
The term aperitif covers a wide range of drinks that may be served before a
meal. A large number of aperitifs, alcoholic and non-alcoholic are stocked in
the dispense bar of a restaurant in order to cater for the majority of tastes.
A list of aperitifs and methods of serving them is given below. Most of these
are traditional aperitifs and some are unconventional but very frequently
served before meals today.
18.1 Pastis
 Pastis is one of the most important traditional drinks of Europe. From

Southeast France to Greek islands, pastis in its various derivatives is the
most popular aperitif.
 Drinkers the world over have, on first contact with pastis, usually been
fascinated by its most famous property- it clouds up when mixed with
water. The drink gets its name, pastis, from this attribute since it means
muddled, hazy or unclear in a French dialect.
 The principle-flavouring element in pastis is either liquorices or aniseed,

but there are other herbal ingredients in it as well.
 A neutral, highly rectified alcohol base provides the background for the
aromatising agents, which are steeped in it before essence of liquorices or
anise is added and the drink sweetened and diluted.
 Pernod and Ricard are two most famous French Pastis. In Greece, a similar
drink is Ouzo and in Spain it is Ojen. Pernod is an improved version of
Abisinthe, a drink that was banned in the beginning of 20th Century

132
because it contained wormwood in concentrations that were held

responsible for causing brain disease.

133
 Service:
− Pastis should ideally be served in a small, think-bottomed glass with
about the equivalent amount of water.
− The water should be very cold, so as to obviate the need for ice.
− Those with slightly sweeter tastes may add sugar to it. The best
way to do this is to balance a perforated spoon or metal tea-strainer
with a sugar-cube on it across the top of the glass and then pour
the water over it. (Traditional way to sweeten Abisinthe)
18.2 Dry and Medium Dry Marsala
 A famous fortified wine from the Island of Sicily in Italy.

 The dry and sweet varieties of Marsala have a common smoky, burnt
toffee tang that is Marsala’s unique selling point.
 The dry (Secco) Marsala is light and aromatic.
 Dry Marsala should be served chilled in a Sherry glass.
18.3 Fino (Dry) Sherry
 Sherry is a fortified wine from Spain that takes it name from the city of
Jerez de la Frontera and is mainly based on Palomino grape.
 Manzanilla is the official name of Fino Sherries matured in the town of
Sanlucar de Barrameda. They are popularly supposed to have a distinct
salty whiff of the local sea sir in them.
 Fino and Manzanilla sherries must be served well chilled.
 IT is also important that these sherries are drunk as soon as possible after
opening the bottle.
 Tio Pepe and Don Zoilo are famous brand of Fino sherry
 Barbadillo Principle is a famous brand of Manzanilla Sherry.

134
18.4 Vermouth
 Vermouths have been extensively discussed in the Wine section as

aromatised wines. But it is important to note that vermouth is served a s
an aperitif.
18.5 Bitters
 The term “bitters” refers to any one spirit flavoured with bitter herbs or
roots, which are generally meant to have medicinal properties.
 They range from products such as Campari, which can be drunk in whole
measures like any other spirit, to those that are so bitter that they are
only added in drops to season another drink.
 Bitterness is the last of the four main taste sensations (the others being
sweetness, saltiness and sourness) that developing taste buds learn to
appreciate.
 A fondness for bitter flavours is often thought to be a sign of the palate
having reached its true maturity.
 The most common flavourings in bitters are gentian, quinine, and dried
peel of oranges.
 Campari is Italy’s most famous bitter aperitif that mixes well with orange
juice. Campari is preferred by many guests with soda and a slice of lime.

135
19. Liqueurs
Liqueurs are prepared by mixing or redistilling various spirits with flavouring

agents like fruits, herbs, barks, peels etc. Liqueurs contain at least 2½ %
sugar by weight.
They are generally served frappe’ (on crushed ice) in a cocktail glass or
served straight in a liqueur glass.
Frappe’: Fill the cocktail glass 3/4th with crushed ice, and pour the liqueur on
top.
Liqueurs are preferred as digestives. The following is a list of famous liqueurs

and their description.
Name Description
Grand Marnier Orange liqueur from France.
Crème Cognac is used as base spirit.
Bitter oranges from Caribbean are used for flavouring.
The cream version of Grand Marnier was introduced 20
years earlier due to extreme popularity of cream liqueurs.
Cointreau Orange liqueur from France. It is sugar sweet, with

powerful fume of fresh oranges and herbs.
Kahlua Mexican coffee liqueur

Kahlua is often preferred to other coffee liqueurs (e.g. Tia
Maria) because of being thicker and less sweet.
Crème de Mint flavoured liqueur.

Menthe
Bailey’s Irish Cream liqueur originally from Ireland. Base spirit- Irish
Cream whiskey, flavoured with cream and coffee.
Blue Curacao Bitter orange flavoured liqueur.
It should properly be pronounced as “ Curashow” (to rhyme

136
with ‘miaow’). Curacao also comes in orange, green, yellow

and red versions.
Drambuie Drambuie is a Scotch based liqueur, flavoured with herbs

and heather honey.
The word literally means “A drink that satisfies”.
Tia Maria Jamaican liqueur with base spirit - Jamaican rum flavoured
with coffee.
Disaronno Almond flavoured liqueur from Italy.

Amaretto
Kirchwasser A cherry brandy that has a slightly bitter note due to

ground up cherry seeds infused in during the fermentation
process.
Orange French liqueur flavoured with bitter oranges.

Curaca
o
Mango Mango flavoured liqueur.

Passion
Coconut Coconut flavoured liqueur.
Passion

137
20. Cigars
It is the sommelier’s responsibility to sell cigars to the guest. The cigar itself
is made up of three elements:
− Filler – inner core of the cigar
− Binder – which holds the filler together (the filler and binder combined
are known as the bunch)
− Wrapper – the outer wrapping of the cigar, made of the finest quality
tobacco leaf. It gives appearance to the cigar, together with a large
proportion of the final aroma.
Well-presented cigars are very important at all levels of catering, but

particularly at the end of the functions. Many sales are often lost because
insufficient emphasis is put on the sale of cigars to the client.
The Havana is regarded as the best of all hand-made cigars, to be savoured

like a rare wine. The Jamaican cigars come a close second but are milder than
Havana and much less expensive. Dutch and British cigars and Whiffs are
even cheaper, with a much drier smoke. These are machine-made.
20.1 Storage of Cigars
 A fine cigar should be kept at between 15o C and 18o C (60o F and 65o F)
and between 55% and 60% relative humidity, with as little variation as
possible. A cigar quickly picks up any smell or moisture in the air, or dries
up if humidity level is very low. The wrapper leaf gets discoloured or
flakes off if the cigar is not stored at the right temperature and humidity
level.
 The safest way to keep cigars in condition is to buy, and offer them for
sale, in tubes. These tubes are hermetically sealed and cigars stored thus
will retain their good condition for a long time.

138
 Cigars come in various sizes, three of the most important and popular
being:
− Corona (14.5 cm) (5½ in)
− Petite Corona (13 cm) (5 in)
− Trés Petite Corona (11.5 cm) (4¼ in)
 Some of the main importers have produced special boxes containing up to

ten each of the three sizes mentioned above.
 When a restaurant has a regular turnover, the best presentation and

method of keeping cigars is in a humidor. This is a polished box with half a
dozen sections each holding a different size and type of cigar. On the
inside of the lid is a pad which is kept damp, but not wet, to maintain the
humidity.
 Whether a cigar is stored in a tube, humidor or specially made box, they

are all either made with, or lined with cedar wood. This is done because
the aroma of cedar blends well with cigar and, as cedar wood is porous, it
allows the cigar to breathe. A free circulation of air around these boxes is
essential.
20.2 Appearance
 A cigar should be smooth, firm and even to the touch. It should always be
the same size and colour as its partners in the box. The wrapper should
have a healthy glow to it and the open or cut end should be smooth and
even.

139
20.3 Smoking a Cigar
 The band of the cigar should not be removed before lighting. It should be
removed 2 minutes after the cigar has been lit with consent of the guest.
 If the cigar is not pre-cut, then a clear V-shaped cut with a cigar cutter is
recommended. This allows the cigar to draw easily
 Cigars should not be pierced as this allows an inadequate draught and
leaves a bitter taste in the mouth
 Cigars must be lit with safety matches or a gas lighter and not a petrol
lighter whose fumes would affect the taste of the cigar
20.4 Classification of Cigars
 Cigar terms that classify the wrapper leaf according to colour are:
Abbreviation Type Description

CCC Claro Light coloured cigar
CC Colorado Claro Medium coloured cigar
C Colorado Dark coloured cigar
CM Colorado Maduro Very dark coloured cigar
M Maduro Extremely dark coloured cigar
These colours are all shades of brown and do not indicate the strength of a
cigar.

140
21. Mise-en-place
Preparing the restaurant for service is important and organized service

stations mean efficient and quick service to the guest.
If a steward’s section has been prepared well for service a lot of time and
effort is saved.
Maintaining general hygiene and cleanliness is an important duty of the food

and beverage staff and it must be done with care, using the appropriate
cleaning agents.
Preparing the restaurant for service is divided into the following:

 Mise-en-scene:
− Cleaning the restaurant furniture and fixtures.
 Mise-en-place:
− Placing and setting of tables and chairs.
− Cleaning and polishing of service equipment – crockery, cutlery,
glassware, wine chillers, cruet sets, ashtrays, water jugs, serving
dishes, etc.
− Changing linen – giving used linen for wash and bringing freshly
laundered table cloths and napkins to the restaurant.
− Laying covers – spreading base cloth and table cloth, setting centre
table appointments (cruet set, ashtray and bud vase), glassware,
crockery, cutlery ands folded napkins according to the standards.
− Arranging sideboards – water jugs, toothpicks, condiments, crumbing
pads, crockery, cutlery, glassware, finger bowls, extra covers, etc.
− Arranging back areas – Setting up the pickup counter with serving
dishes and their covers, pickup trays, bread baskets, butter dishes,
cleaning the coffee machine, etc.

141
S. No. Task Standard

1. Polishing EPNS  Cutlery should not be bent, scratched or
cutlery and tarnished.
hollowware  It will be well plated and polished at all
times.
 Hollowware should be well plated and
polished and not tarnished.
 It should be clean and free from dents
and scratches.
2. Polishing  Chinaware should be of distinct pattern
chinaware and make.
 It should not be chipped, scratched,
spotted or faded.
3. Polishing glassware  Glassware should be spotless and clean
without chips or cracks.
4. Preparing Chillers  Chillers should be well plated and
polished.
 They should be clean and free from dents
and scratches.
5. Filling in cruet sets  Cruet sets should be checked for smooth
flow at the beginning of every session.
 Cruet sets should be spotlessly clean and
free from any grease.
 If silver-plated, they should be well
polished and free of tarnish at all times.

142
21.1 Food and Beverage Service Equipment
Food and Beverage service equipment is divided into Chinaware, Glassware

and Tableware. Tableware is further divided into flatware, cutlery and
hollowware.
21.1.1 Chinaware
 Chinaware is made of silica, soda ash and china clay and is glazed to give
finish. It should be opaque and free from air bubbles.
 Chinaware can be found in different colours and designs, which are always
with glaze.
 Patterns on top of the glaze wear and discolour quickly. Chinaware is more
resistant to heat than glassware.
Examples of Chinaware with Standard Sizes/Capacities
Side plate 6 inches
Fish plate 8 inches
Soup plate 7 inches
Dinner plate 10 inches
Joint plate/Show plate 12 inches
Cereal plate 5 inches
Demi-tasse Cup 97.5 ml
Teacup 200 ml
Cappuccino Cup 240 ml
*These sizes differ in all outlets.
21.1.2 Glassware
 Glass also contributes to the appearance of the table and the overall
attraction of the room. There are many standard patterns available to the
caterer.
 Most manufacturers supply hotel glassware in standard sizes for
convenience of ordering, availability and quick delivery.
 Except in certain speciality restaurants or high class establishments where
either coloured glassware or cut glassware may be used, hotel glassware
is usually plain. The one exception sometimes found is Hock (German

143
wine) glasses with brown stems – the same colour as the Hock bottle and
Moselle glasses (German wine) with green stems – The same colour as the
Moselle bottle. However, Many establishments now use a clear-stemmed
glass for both Hock and Moselle wines.
 In this way, there is a saving in the quantity to be purchased since the
same glass may be used for service of both wines and this results in a
saving of storage space and cost.
 The Tulip shaped glass for champagne is more usual now than the
traditional saucer shape, because it retains the sparkle and effervescence
for a longer duration.
 A good wine glass should be plain and clear so that the colour and
brilliance of a wine can be clearly seen; it should have a stem for holding
the wine glass so that the heat of one’s hand does not affect the wine on
tasting; there should be a slight in curving lip to hold the aroma and it
should be large enough to hold the wine being tasted.
 The Glassware used in The Taj Mahal Hotel, New Delhi is manufactured by
− Schott Zwiesel (German)
− Imperial Ocean (Thailand)
− Somiya (Local)
− Cisterna (Thailand)
 The Supplier for the imported glassware is Bohemian Crystal Company.
 Storage of glassware:
− Glasses are normally stored in the glass pantry and should be placed in
single rows on paper lined shelves, upside down to prevent dust
settling in them.
− An alternative to this is to have plastic coated wire racks meant
specifically for the purpose of stacking and storing the glasses. Such
racks are also a convenient method of transporting glassware from one
point to another, which cuts down on breakages.
− Tumblers should not be stacked inside one another as this may result
in heavy breakages and cause accidents to staff.

144

145
21.2 Methods of Polishing Silver
The cleanliness of all service silver is most important. There are various
methods of silver cleaning and the method used generally depends on the
size and class of establishment.
The larger establishments use a burnishing machine, which would be in

constant use all through the day, whereas the smaller establishments that
cannot afford a burnishing machine would use a silver dip, which is a much
speedier method.
The main methods used are as follows:
21.2.1 Burnishing Machine
 This is a revolving drum with a safety shield. It may be plumbed in to the

mains or remain portable with the water being poured in by means of a
hose from a tap.
 Depending on the size of the burnishing machine being used, it may be
divided into compartments to hold specific sizes of silver.
 It may also be possible to insert a rod through the centre of the drum from
one end to the other. This rod is removable and is passed through the
handles of teapots, coffee pots, milk jugs, sugar basins, etc., to hold them
in position while the drum is revolving.
 In order for the burnishing machine to run effectively and efficiently, it is
approximately half full of ball bearing. To these a certain amount of soap
powder is added according to the maker’s instructions.
 The silver is placed inside and then the lid is clamped down tightly. The
main water supply is then turned on to ensure a constant flow of water. If
the machine is not plumbed in, then water should be poured into the drum
until the ball bearings are covered, before the lid is clamped down.

146
 The machine is then switched on. As the drum revolves, the mixture of
water and soap powder acts as a lubricant between the silver and the ball
bearings.
 Thus, any tarnish is removed but the silver is not scratched. On being
removed from the burnishing machine, the silver should be rinsed in hot
water and dried with a clean cloth.
 This method of silver cleaning keeps the silver in good condition with
minimum effort and gives a lasting polish. The ball bearings should always
be kept covered with water otherwise they rust very easily.
21.2.2 Plate Powder
 This is a pink powder, which needs mixing with a little methylated spirit to
obtain a smooth paste. The reason for using methylated spirit to mix the
powder is that when the paste is rubbed on the article, the spirit
evaporates more quickly than water thereby readying the silver for polish.
If methylated spirit is not available, then water may be used, but the
cleaning process takes longer.
 The smooth paste, once prepared, is rubbed onto the article being cleaned
with a clean piece of cloth. The paste must be rubbed in well to remove all
tarnish. The article is then left until the paste is dried and the paste is
rubbed off with a clean cloth.
 It is advisable to rinse the article well in very hot water and to give a final
polish with a clean dry cloth.
 When silver that has any design or engraving is cleaned, a small
toothbrush may be used to brush the paste into the design and a clean
one to remove it.
 This method is both time consuming and messy but produces very good
results. However, it is not widely used.

147
21.2.3 Silver Dip
 This is a pink coloured liquid that must be used in a plastic bowl. The
silver to be cleaned is placed into a wire basket and dipped into the plastic
bowl containing the silver dip.
 All silver articles being cleaned should be covered by the liquid. The silver
should be left in the bowl for a short while and then lifted out and drained.
 After draining it is placed in warm water, rinsed and then polished with a
clean, dry cloth.
 This method is very quick and produces good results, but it is harder on
the silver than other methods because of the chemical reaction between
the liquid and the silver.
 However, it is a popular method in medium sized establishments because
staffing does not allow for a permanent placed person and because it is
quicker than other methods.

148
21.3 Types of Restaurant Trolleys and Their Upkeep
21.3.1 Carving Trolley
1. Check the trolley for cleanliness.

2. Check and refill, methylated spirit lamps.
3. Empty the water container and fill it with boiling water.
4. Lay up the bottom shelf only.
5. Ensure the sauce and gravy container are in place under a cover. They
should be placed besides the plate platform.
6. Lay up for the top shelf: folded napkins only.
7. Lay up for the bottom shelf: service plates with
− 1 joint knife
− 6 service spoons and forks
− 2 sauce ladles (set into a folded napkin)
− Joint plate with carving knife, fork and steel (steel placed between the
plates).
22.3.2 Dessert Trolley
1. Check the trolley for cleanliness and polish.

2. Place doileys on the top 2 tiers.
3. Place the following items on the bottom shelf on a folded slip cloth:
− Sweet plates.
− Soup plates if fruit salad appears on the menu.
− Gateau slice, pastry tongs (in the drawer or on a joint plate).
− Service spoons and forks.
− Joint knives.
− Sauce ladles in a folded napkin.
− Joint plate for dirty service gear.

149
21.3.3 Cheese Trolley
1. Check the trolley for cleanliness.

2. The top and bottom shelves could be laid up as follows:
Top shelf:
− Salt and pepper
− Castor sugar
− Flat or dish with biscuits
− Various cheeses on a cheese board
− Knives and forks for cheese service
− Celery glass on an under plate
Bottom Shelf:
− Side plate
− Side knife
− Butter dish

150
21.4 Standard Furniture Sizes
 Chairs and Tables
18”
36”
3’
18”
4 COVERS
3’
2’6”
4 COVERS 3’
2 COVERS 2’6”
4’6”
2’6”
4 COVERS

Attributes of F & B Pro

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Attributes of F & B Pro

Uploaded by

Copyright:

Available Formats

1

1. Attributes of a Food and Beverage Professional

1.1 Proper hygiene and grooming

 Bathe everyday, without fail, before coming to shift

COE Delhi / Sep 2003

 Uniform should always be clean, laundered and ironed

1.2 Fluency in spoken English

1.4 Discipline and Honesty

COE Delhi / Sep 2003

COE Delhi / Sep 2003

1.5 Physical abilities

1.6 Constant learning and development

1.7 Service Culture (Anticipation)

1.8 Courteous Behaviour

COE Delhi / Sep 2003

COE Delhi / Sep 2003

1.10 Appropriate Body Language

COE Delhi / Sep 2003

2. Etiquette and Manners

2.1 Etiquette hints for Entrances and Exits

2.1.1 Revolving doors

COE Delhi / Sep 2003

COE Delhi / Sep 2003

2.1.3 Stairs and Escalators

2.2 Tips on Timing and Honouring Schedules

COE Delhi / Sep 2003

2.3 Etiquette for using Restaurant Equipment

2.4 Courtesy Among Colleagues

COE Delhi / Sep 2003

− Never shout into the telephone

2.5 Etiquette with Guests

2.5.1 While talking to a guest

COE Delhi / Sep 2003

COE Delhi / Sep 2003

2.5.2 While Standing

2.5.3 While Walking

COE Delhi / Sep 2003

2.5.4 Courteous Behaviour

COE Delhi / Sep 2003

2.6 The Ten Most Common Etiquette Blunders

COE Delhi / Sep 2003

3. Handling Difficult Situations in a Restaurant

When an unforeseen incident arises it must be coped with promptly and

It is worth remembering at this stage that in case of complaints, whatever

3.1.1 Spillage during the Course of Service

COE Delhi / Sep 2003

3.1.2 Spillage Caused by the Guest

1. Ensure none has gone on the guest.

COE Delhi / Sep 2003

3.2 Returned Food

1. Apologize to the guest

COE Delhi / Sep 2003

COE Delhi / Sep 2003

3.3 Lost Property

1. A check should be made immediately as to whether or not the guest has

COE Delhi / Sep 2003

1. As soon as it is noticed that a guest is feeling unwell while in the dining

COE Delhi / Sep 2003

3.5 Alcohol Over-Consumption

1. If difficulty is found in handling this type of person then assistance in

COE Delhi / Sep 2003

COE Delhi / Sep 2003