Business Operations Food Service - Topic 1 to 8 (e-book)

BUSINESS OPERATIONS – FOOD SERVICE (BOFS) DCA 113 & DHM 214 (P) BOFS PART 1 – RESTAURANT SERVICE SEAN SOONG 23/04 & 07/05/2014

BOSF Part 1 1) Way to address each other 2) Grooming: YTL-ICHM standard – VERY IMPORTANT (please refer to Student Handbook) 3) Housekeeping – class attendance (what is ‘on time’), tardiness & project (on time), hand phone (switched off), no eating in the class – WHY????

4) Class: Wednesday 1m – 2.30pm-5.30pm (3 hours) and Break time: 10 - 15 mins (lecture and practical) 5) Text book – Student Resource Manual 6) Qs & As 7) Assessment a) Final Exam, b) In Class Practical Observation Checklist, c) Restaurant Practical Checklist & d) Practical Report

8) Replacement class – Friday 09th May 2pm – 5pm

BOSF Part 1 Self Introduction Get to know each other, anyone else?  Name  Where from/Originate  Educational background  Work experience (including previous internship)  Have you experienced YTL hotels? If yes, which few?  Your goals in Hospitality Industry

F&B Establishments

F&B Establishments

TOPIC 1: Establishments

The various establishments which are parts of the restaurant industry

TOPIC 1: Establishments  Hotels – provides accommodation, meals and other

services to the traveller. Range from small budget to luxurious international standard. Have star ratings from 1 to 5, depending on the facilities and services that they offer to the guest.  Motels – a roadside hotels designed primarily for the

motorist. Typically the rooms arranged in low blocks with parking directly outside. Many motels have dining facilities and pool.

TOPIC 1: Establishments  Resorts – hotel in a special location. Designed

specifically for the guest wanting a holiday away from the usual ‘ hustle and bustle’ of cities. Wide variety of sporting and adventure activities.  Convention centers – a large meeting or conference.

Facilitate large groups of people and stage seminars, exhibitions, product launches, cocktail parties, banquets, balls and other functions. Rated by the amount of available space.

TOPIC 1: Establishments  Casinos – offer a range of games that patrons can

play. Several food and beverage outlets are located within the casinos.  Clubs – organizations which brings together people

of similar interests. Provide members with food & beverages and entertainment. Offer gaming facilities, including poker machines and Keno

TOPIC 1: Establishments  Restaurants – where people pay to sit and eat cooked

meals. Range from small casual eating places to fine dining.  Cafes and bistros – restaurants which offer meals,

cakes, ice-cream, a large range of coffees, and full range of beverages. Offer a variety of cuisine styles in an informal atmosphere.

TOPIC 1: Establishments  Pubs/taverns (an inn/public house)

– is a public venue offering beer and other beverages, often also meals and entertainment.

 Fast food restaurants – an eating place with a

limited range of light meals, snacks, desserts and beverages such as soft drinks, coffee and milk shakes.

Topic 2: General Working Conditions Advantages  Able to travel and work in other countries  Find it rewarding when your guests have a good

time.  Find it rewarding to be part of a well-functioning team.  Have the opportunity to advance to managerial positions or open your own establishments.

Topic 2: General Working Conditions Disadvantages  Work unusual hours, weekends and public holidays.  Work very hard.

 Encounter difficult customers.  Deal with considerable amounts of money.

Topic 3: Career Opportunities 6 major positions in a restaurant 1. Restaurant owner/manager – in charge of the overall operation.

2. Assistant – in charge when the manager is a away.

3. Headwaiter – responsible for the day-to-day operation.

4. Host or hostess – welcomes and seats the customers.

5. Waiter – provides excellent service and has outstanding people skills.

6. Bus person – has only basic training; assists the waiter.

Topic 3: Career Opportunities Positions in a fine dining room 1. Maitre D’ (manager) – responsible for the overall operation.

2. Assistant Maitre D’ – in charge when the maitre d’ is off duty.

3. Chef de rang (head waiter) – takes orders, serves food and beverages, performs table-side cooking.

4. Demi chef de rang – in training for chef de rang.

5. Commis de rang (assistant) - assists the chef de rang.

Topic 3: Career Opportunities Some fine dining restaurants also employ a :  Sommelier – specialist wine waiter  Host/hostess – receives and seats the customers.

 Cashier – prepares the guests’ accounts.

Topic 4: Desirables Attributes of a Waiter Attributes of a  professional waiter  Punctuality   Excellent personal  presentation and hygiene   Efficiency  Courtesy   Personality  Honesty

Good health/ability to work hard Smoking Sales/product knowledge Industry trends, current affairs and general knowledge Confidence

Topic 4: Desirables Attributes of a Waiter Clients expectations  Guests  Colleagues  Company Unprofessional behavior  Eating and drinking during duty  Unhygienic work practices  Chatting

Topic 5: Occupational Health, Safety and Welfare Your responsibility as a student 1. Evacuate the building when the alarm sounds.

2. Report any accident, no matter how minor.

3. Report any safety hazards and ‘near misses’ 4. Let your lecturer know if you feel unwell during class.

5. It is advisable that female students do not walk through the car park by themselves after dark.

6. The floors in the toilets, kitchens and corridors, are often slippery - Be careful

Topic 5: Occupational Health, Safety and Welfare 7. Long hair is a potential safety hazard. It must be 8.

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tied up and out of the face.

Wear closed shoes which support your feet and have a low heel.

When you pick something up from the ground do not bend at your hips but at your knees.

Do not carry heavy loads, use a trolley.

Do not lift heavy loads by yourself but get someone to help you.

Topic 5: Occupational Health, Safety and Welfare 12. Do not carry more than 2 chairs at a time, use the

chair trolley.

13. When transporting tables, follow the procedure.

14. Do not throw broken glass in the garbage bin. Put it in the special containers.

15. Broken crockery should be placed in the large green bins in the kitchens.

Topic 6: Hygiene Personal hygiene  Wear a well maintained uniform – neat and cleaned  Wash your hands with soap  Take at least one shower a day.  Wash your hair.  Brush your teeth & floss your teeth.  Shave  Keep hair neat.  Fingernails and toenails short.  Deodorant and perfume – not overpowered

Topic 6: Hygiene Work hygiene  Everything placed on the customer’s table is absolutely spotless.  All tableware must be polished and checked for cracks.  Always keep work station tidy.  Keep order dockets in a neat stack and the menus and wine lists in a neat pile.

Topic 7: Waste Management Items can be recycled in a restaurant?  Left over food – can be used to produce compost – plant fertilizer  Empty bottles and broken glass – can be used to produce new bottles.  Paper, cardboard – can be used to produce cardboard.  Certain types of plastic – can be used to produce new plastic objects.  Metal objects, e.g. empty drink cans – can be used to produce new metal objects.

Topic 7: Waste Management How can you reduce the production of unnecessary waste?  Save paper  Save water  Save energy  Save linen

Topic 8: Dining Room Etiquette What are your rights and obligations as a customer?  Friendly, timely and helpful service  Value for money  A pleasant and safe dining environment  An opportunity to enjoy and socialize.

Topic 8: Dining Room Etiquette If you are a guest, you are expected to:  Treat the restaurant’s property with respect.  Observe the rules and regulations of the house.

 Act with consideration for other customer’s needs.  Treat the staff fairly and with respect, not in a servile

manner (bossy).  To pay for what you order.

Topic 8: Dining Room Etiquette Table manners, do’s and don’ts 1. Do not hang handbags over the back of the chair, put them under your chair or table.

2. Do not click your fingers or call loudly to attract the attention of the waiter.

3. Do not stare or points at others.

4. Do not speak loudly 5. Do not argue with your table partners.

6. Do not disturb other patrons.

Topic 8: Dining Room Etiquette 7. Do not use offensive language 8. Do not move around the dining room 9. Do not allow children to move around the room 10. Do not lounge or rock on your chair

11. Do not play with table decorations 12. Do not be ‘musical’ with glasses 13. Do not adjust your make-up at the table.

14. Do not stretch/reach across the table.

15. Do not blow your nose.

Topic 8: Dining Room Etiquette 16. Do not sneeze into your napkin 17. Do not cough continuously 18. Excuse yourself to the other guests and fold your

napkin when you have to leave the table 19. Check behind your chair before getting up.

20. As a male, rise when a women joins or leaves the table.

Topic 8: Dining Room Etiquette Eating  Do not start eating before all guests at the table have been served.  Do not sprinkle salt/pepper on your food before tasting.  Do not speak with your mouth full.  Do not put too much food into your mouth.  Use the butter knife to transfer butter to your side plate.

Topic 8: Dining Room Etiquette  Do not cut the bread or roll but break off small pieces 

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and use your side knife to put butter on the pieces.

Only ask for more bread/butter if you intend to eat it.

Do not place elbows on the table Do not eat with your mouth open Do not play with the food Use the correct cutlery Eat silently

Topic 8: Dining Room Etiquette  Do not eat too quickly  Do not eat too slowly  Do not slurp your soup  Use a tooth pick, not your fingernails.

Topic 8: Dining Room Etiquette Drinking  Do not turn tasting the wine into a show  Wait with drinking until all glasses have been filled.  If you are the host, propose a toast  Drink in small sips, one sip at a time  Do not slurp beverages (including coffee/tea)  You do not need to finish a drink/bottle of wine  If you top up your wine, offer it to your guests first.  Use the napkin to dry the bottle before pouring  Do not offer to top up other guest's beer/soft drinks