selection and care - to be hand written in journal

The points to be taken care before buying cutlery, crockery and glassware are:

1.     The Type to be purchased- for example type of metal, type of glass or type of crockery

2.     Utility of the product being bought- the product we are going to buy must be useful to us and the specification are to be as per our needs

3.     Design

4.     Matching with the set- the cutlery must be matching with the service ware and the crockery to be used and same to be followed while selecting glassware as well

5.     Cost of the product- cost element is unavoidable, budgetary provisions must be taken care of

6.     Future requirements in case of breakage/loss-  there must be a provision to buy the same designs in smaller quantities in case we need fewer numbers to complete the inventory of lost or broken items

CARE OF STAINLESS STEEL CUTLERY

Stains

First, it must be emphasised that staining is a rare phenomenon and that in most cases it is due to something that becomes firmly deposited on the steel, rather than to any attack of the steel itself. Probably the most common cause of staining is attack by one of the proprietary dip solutions used for removing tarnish from silver. Although excellent for cleaning silver and E.P.N.S., these solutions should never be allowed to come into contact with stainless steel; they contain acids that etch the steel, first giving it an iridescent rainbow stain and ultimately etching it a dull grey. Even if care is taken to dip only the silver handle of a knife, it is so easy, when lifting it from the solution, to let drips fall onto the stainless steel blades of other cutlery that happen to be lying around.
All tap water contains dissolved mineral salts that would leave an extremely thin film on any article on which it was allowed to dry out without wiping. In most cases, the resultant stain will wipe off, but occasionally more vigorous treatment is needed, using a polishing preparation, such as stainless steel cleaners.

Detergents, especially unnecessarily strong solutions of detergent, can leave an indelible rainbow stain on stainless steel if they are not rinsed off and are allowed to dry, out on its surface. This is a common problem with some dishwashing machines when the rinse cycle is malfunctioning.

Very hard water can deposit a chalky film on stainless steel, but this is only likely to occur in dishwashers that use un-softened or incompletely softened water.

Very hot grease, fat or meat juices sometimes leave stubborn rainbow coloured stains on stainless steel, but this is more likely to occur on meat dishes than cutlery - again this does not mean there is anything wrong this the stainless steel and the articles will be as good as new after the stain has been removed.

Heat by itself will impart a rainbow coloured heat tint to stainless steel, but this is only likely to occur if the cutlery is accidentally left on a hot plate or gas burner, when the cause would be immediately obvious.

Prolonged immersion in synthetic 'vinegar' (condiment) can stain stainless steel knives if left on for several hours, but more rapidly if the 'vinegar' also contains salt.

Sometimes rust coloured stains occur. Wet fragments of steel wool that find their way onto cutlery may go rusty and leave indelible rust stains on the stainless steel. Other rust coloured stains may come from corrosion pits in the cutlery, although the pits themselves may be so small as to be barely visible.

Most stains that resist ordinary rubbing with a soapy cloth can be removed with stainless steel cleaners.

Finally, it must be pointed out that there may be other causes of staining that have not yet been identified.

Pits

When stainless steel corrodes, it does not rust all over like non stainless steel but acquires small localised pits or holes. Remember its STAIN LESS steel which means it will rust or corroded under some circumstances.

The majority of spoons and forks are made from stainless steels that have such excellent corrosion resistance that they are virtually immune to pitting. For knives, however, the blade steel is selected to give a compromise between corrosion resistance and cutting properties. In order to achieve a lasting edge, a steel that is much harder but of lower corrosion resistance that spoon and fork steel is used. The corrosion resistance of this steel is strongly influenced by care in manufacture (thorough hardening and avoidance of overheating when grinding etc) but only marginal improvements are achieved by the selection of alternative steels, however, expensive. Research is continually being carried out in the search for significantly better steels and method of treatment.

Prolonged contact with water is probably responsible for more pitting trouble than anything else. Knives have been made from stainless steel for such a long time that the highly corrosive effect of tap water, caused by the traces of mineral salts it contains is not appreciated. Why then do blades in one establishment last for years without trouble, whilst in others pitting becomes apparent within a few months? The answer lies in the length of time the blades are wet; knives that are left undried or actually immersed in water overnight can receive, in this time, as much exposure to the corrosive effect of water as three or four months' ordinary use where they are in contact with water for only a few minutes each time they are washed.

Common salt and liquid bleaches or disinfectants are very corrosive and will greatly accelerate the corrosive action of water. Some water softeners are regenerated with salt. If they are not functioning correctly, the softened water can have a high salt content. After adding salt to water softeners in a dishwasher, make certain that it is put through the rinse programme recommended by the supplier before washing knives in the machine. Detergents, on the other hand, are normally harmless when fully dissolved - indeed they often inhibit corrosion by water. If, however, certain powder detergents are allowed to come into contact with blades in hot water before the detergent is fully dissolved, pits and/or stains can form within a few minutes. Un-dissolved table salt can have a similar effect.

If pitting does occur, a diligent enquiry into the washing procedure is recommended to find out whether the cutlery is ever left in contact with water for a long item. Managers of catering establishments are not always aware of what really happens in their kitchens - for example, probably only the person directly involved may know that dirty cutlery is always left soaking in a bucket of water until someone has time to wash it, or that the last batch of knives to be washed in the early hours is left unwiped to dry overnight in a humid basement.

CARE OF SILVER

The characteristic white 'patina' of silver which is responsible for much of its aesthetic appeal becomes more pronounced with age due to the optical effect of the multitude of very fine scratches that develop in use. On new highly polished silver, however, the few fine isolated scratches that first appear tend to be somewhat conspicuous until the white patina has fully developed.
Tarnish
Silver, being a noble metal, is highly resistant to corrosion, but it can be tarnished by sulphides that are always present to some extent in the atmosphere and in many foods, green vegetables and eggs being the most potent. Tarnish consists of a superficial film of silver sulphides. Initially it is a light gold colour, but, with prolonged exposure to sulphides, it can develop into a blue-black discolouration.
Sulphides in the atmosphere originate mainly from combustion of gas oil, coke, wood etc. and from living creatures. To avoid the need for frequent cleaning, it is best to store silver cutlery in a box or drawer in a room without a fire of any type and, if convenient, in one of the lesser used rooms. To avoid tarnishing by food, rinse it off the cutlery as soon as convenient. Tarnish resisting papers and cloths are available to store silver, which certainly reduce the rate of tarnishing.

Tarnish Removal

·         As per the unit studied before- “silver cleaning methods”.

crockery glasses linen

special equipments

Tea

Tea comes from an evergreen plant ‘Camellia Sinensis’. For making tea, leaf bud and top leaves are used.

China, East Africa, India, Indonesia and Sri Lanka are Tea producing countries. India is the largest producer of Tea.

In Tea terminology ‘Flush’ refers to a picking. The top tender buds and leaves called ‘flushes’ are picked at different times of the year.

TEA MAKING PROCESS

·         Plucking

The tender bud and two other young leaves are picked from the tea plant typically twice a year during early spring and early summer. It is usually done by hands.

·         Withering

The leaves are spread on perforated racks under the sun or in an airy room. Withering is done to reduce the moisture content in the leaves; it reaches 50 % during the withering process.

·         Fermentation/Oxidation

The leaves are bruised either by tossing or by gentle crushing. The chlorophyll breaks and tannins are released. The leaves turn rapidly black due to oxidation. This process is called fermentation in tea industry.

·         Firing

This process is done to stop further fermentation by exposing tea leaves to heat. The heat is kept moderate so that the flavors of tea are not damaged.

·         Rolling/Shaping

The tea leaves are rolled to give desired shapes. The rolling action also causes some of the essential oils and sap to ooze out, which further enhances the taste of the tea.

·         Drying

This prepares tea leaves for sale. It may be done by sunning, air drying, baking or pan frying.

·         Ageing

Some teas may require additional ageing to develop complex flavors. Flavored teas are manufactured in this stage by spraying with aromas and flavors.

TYPES OF TEA

·         Black Tea

Picking – Withering – Rolling/CTC – Full Fermentation – Firing

·         Green Tea

Picking – Withering – Steaming/Pan frying – Rolling and Drying

·         Oolong Tea

Picking – Gentle Bruising – Short Fermentation – Rolling and Drying

·         White Tea

Picking – Steaming – Drying

TEA BLENDS AND THEIR CHARACTERISTICS

·         Assam

Strong, full bodied and malty flavored drink. Usually taken with milk.

·         Darjeeling

Thin, light colored, delicate flavor, astringent tannic characteristics. It is known as ‘Champagne of Teas’. Best enjoyed without milk, a little milk may be added.

·         Earl Grey

Blend of China and Darjeeling tea, flavored with oil extracted from the rind of Bergamot orange. Best taken black or with lemon.

·         Lapsang Souchong

Chinese black tea, smoke dried over pinewood fire, which gives a smoky flavor. Taken black.

·         Sri Lanka

Pale golden tea with good flavor. Served with lemon or milk.

·         Jasmine

·         Rose

·         Lotus

·         Spices

Type                                        Water Temperature                          Brewing Time

White tea                                            66-70⁰ C                                   1-2 minutes

Yellow tea                                           71-77⁰ C                                   1-2 minutes

Green tea                                            77-82⁰ C                                   1-2 minutes

Oolong tea                                          82-88⁰ C                                   2-3 minutes

Black tea                                             95⁰ C                                        3-5 minutes

CTC

Crush/Cut – Tear – Curl

After this stage resultant product looks like small pallets of tea. This form of tea is more popular in Indian market.

Orange Pekoe

It is a term used to describe a particular grade of black teas made of terminal buds along with a few of youngest leaves.

Tisanes

These are fruit flavoured and herbal infusions which are often used for medicinal purposes and are gaining popularity due to healthier drinking trends. These teas do not contain caffeine. A few examples are peppermint, chamomile and rosehip.

Attributes of a Good waiter

ATTRIBUTES OF F&B SERVICE PERSONNEL

1.     Professional & Hygienic Appearance

The food & beverage service personnel are a point of interaction to the guests. A server must be very well groomed so as to project a positive image of the establishment. While working in F & B Service one has to handle food throughout the operation hours; hence the hygienic practices must be followed strictly to ensure the safety of food and to provide hygienic atmosphere and service to customers. 

2.     Menu Knowledge

A server must have full knowledge of the food and beverage that are being offered in the menu. Which of the menu items are spicy, less spicy or medium spiced; how a particular item is prepared etc. Proper menu knowledge helps in suggestive selling and up-selling. A server must be aware of the special items for the day/month in the menu. Apart from the knowledge about food preparation, the server must have thorough knowledge about the different service styles chosen as per the menu/occasion/establishment.

3.     Sense of urgency

The food and beverage operations demand a high amount of hard work and multi-tasking abilities are a must. The maximum amount of business is done at the high turnover hours, and a server must have sense of urgency to execute the operations flawlessly.

4.     Punctuality

Punctuality is all important. If the staff is continually late on duty it shows lack of interest in work and lack of respect for management and customers.

5.     Personality and attitude towards customers

The staff must be tactful, courteous, good humored and even tempered. They must converse with the customer in a pleasing and well spoken manner and the ability to smile at the right time pays well.

6.     Honesty and Loyalty

“Honesty is the Best Policy”, as it is said. An honest employee is the most important asset to the organization. The staff must be loyal to the organization and management they are working with. No worker should leave the organization without informing to the management and must not commit any act which goes against the image of the organization.

7.     Memory

This is an essential asset to f & b service staff. A good server must be able to remember the regular guests’ names and their preferences; this helps in making good relations with the customers and hence helps in generating repeat business.

8.     Ability to handle customer complaints

Customer concerns or complaints are a regular part of f & b service operations. One must be tactful enough to handle the complaints and should be able to satisfy the guests. A customer not satisfied is loss to the business and reputation of the establishment.

9.     Sales Ability

Servers reflect the image of the establishment. They are salespeople and must therefore have a complete knowledge of all forms of food and drink and their correct service, and so be able to contribute to personal selling and merchandising. Suggestive selling and up-selling abilities are a must for f & b service personnel.

10. Contribution to the TEAM

This is the most important attribute as it contributes to each and every quality mentioned above. Together Everyone Achieves More, and a person with ability to perform in a team takes the organization’s achievements to a higher level.

catering establishments and different F & B outlets

Commercial catering:

The commercial catering establishments are business oriented and the prime motto of running the business is to earn Profit. The outlets may be residential or non-residential. They may offer entry to every bonafide customer or they may be under the category of restricted market. Examples are: hotels, restaurants, pubs, fast food operations, takeaways, drive-ins, clubs, transport catering etc.

Welfare catering:

The primary focus of welfare catering outlets is to offer food and beverage to the needy. As the name suggests, welfare is not done to earn profit or make money. The welfare catering establishments focus on nutrition and non-economic factors. Examples are: institutes, schools, hospitals, prisons etc.

DIFFERENT TYPES of F & B OUTLETS

1.     Multi Cuisine Restaurants:

Cuisine denotes a specific area’s food and food patterns.

This type of restaurant serves food from multi cuisines such as Italian, Chinese, Indian, Mexican etc.

Usually these restaurants are aesthetically decorated; they may offer wines and other drinks through the dispense bar.

These kinds of restaurants may be a part of a hotel or standalone establishments.

2.     Specialty Restaurants:

These restaurants generally specialize in one particular cuisine such as Indian, Italian, and Chinese etc.

The entire atmosphere is as per the cuisine or theme chosen by the restaurant. 

The service style and décor are chosen as per the cuisine.

A specialty restaurant operates during luncheon and dinner hours.

These kinds of restaurants may be a part of a hotel or standalone establishments.

3.     Ethnic restaurants

The concept is same as specialty restaurants but one must keep in mind that ethnic means “the way it is”.

Hence all the décor, uniforms, food and type of service has to be the same way as it’s done at the theme chosen.

4.     Fine dining restaurants

The fine dining restaurants are full service restaurants with specific dedicated meal courses. Décor of such restaurants features higher quality materials, with an eye towards the ‘atmosphere’ desired by the restaurateur. The servers are usually highly trained and often wear more formal attire.

5.     Coffee shop

Coffee shop is usually situated in a hotel. The primary facility provided by a coffee shop is it’s 24x7 operations.

A coffee shop has specific breakfast, lunch and dinner timings; other than that a coffee shop has a coffee shop menu which consists of readily available snacks and drinks like sandwiches, shakes, tea and coffee etc. which are to be served to a guest at any given point of time.

The seating plan and furniture is chosen such a way that it’s not very comfortable as the set up stresses upon more seat turnover rather than comfortable service.

6.     Grill room (rotisserie)

These restaurants specialize in grilled or broiled meats such as lobster, fish and chicken. Grilling is done over an open fire on a metal grill. The sizzle and aroma of grilled meat adds to the pleasure of eating.

Usually grill rooms have glass partitions so as to enable the view for the customers.

Type of service is usually pre-plated (American).

7.     Discotheque

The primary facility available at a discotheque is music and dance floor. Disc jockey plays the role to entertain the guests or to make them dance on different songs and mash ups.

Discotheques serve both alcoholic and non-alcoholic beverages with food offered, mainly finger-licking snacks.

Disc jockey, bartender and bouncer are the essential employees of a discotheque.

Usually couple entry is enforced and entry fee is charged which may or may not include food & beverage charges.

Discotheques in hotels have pre-decided dress code (mostly formal) and the guests are allowed only when proper dress code is followed. Standalone discs allow casuals as well.

8.     Bar

This outlet serves alcoholic and non-alcoholic beverages with limited food. It has a bar counter with bar stools, and it has comfortable seating and lighting.

The bar counter is well stocked with a variety of liquors and their brands.

It may be a part of hotel or may be independent. Usually the service style chosen is pre-plated and the menu offers light snacks and tidbits.

9.     Lounge

Initially lounges were designed as waiting areas for guests. These are aesthetically decorated areas with comfortable and low height furniture (usually sofas and lounge tables).

Nowadays hotels plan lounges at different locations like connecting to the dining area, or near the places of maximum traffic, or at a place with scenic view.

Generally light snacks and cocktails are served at lounges.

10. Room service

Also called In-Room-Dining. This is the facility provided to in-house guests of a hotel. A room service menu is kept in every guest room. The guests may choose from the room service menu only, order is placed over telephone and served at the guest room within standard time.

Menu is usually priced higher as compared to coffee shop menu, due to the facility offered.

In some of the hotels it operates 24x7, and some may not offer room service at late night.

11. Banquets

Banquets are food and beverage areas which handle a large number of people. Hotels have more than one banquet halls in their premises. These halls can be of different shapes and sizes to cater various kinds of events. The décor is planned as per the event at banquets.

Menu is usually multi-cuisine. The service style chosen is buffet; however snacks and tidbits are circulated by the servers. Depending on the type of event, banquet may have a bar counter as well. Music may be live or recorded, as per the guest’s request.

12. Cafeteria

A cafeteria is an outlet in which the customers are served at a counter and they carry their meals on trays to the tables. Type of service is self-service and counter. Customers are either charged a flat rate (as in buffet), or they pay at the cash desk for each item. Free second servings are often allowed under this system.

13. Night clubs

These outlets usually operate late in the evening. Cabarets and floorshows are a popular attraction in night clubs. Exotic food menu and elaborate drinks menu with varieties of liquor and cocktails is available. The atmosphere and service is formal. Indoor games are also sometimes provided. These are independent outlets and usually located in the suburb areas of the city.

14. Fast food joints/quick service restaurants

The food and beverage service in these restaurants is at a faster pace. The menu consists of such items which can be prepared quickly. The décor and design is more simple and casual, or may be theme in case of chain restaurants. The success depends on the large turnover of customers.

Generally the service style is self service. The furniture and seating facilities are not very comfortable.

McDonalds and KFC are examples of QSRs.

15. Pubs

These establishments serve all types of alcoholic beverages, the main feature being different kinds of beers served from taps (keg or draught beer).

The atmosphere is casual, dark and smoky. Indoor games may be provided.

Food menu is limited to light snack or tidbits.

16. Snack/milk bar

It is a restaurant of informal and quick service. It may be specialized in service of ice creams, varieties of milk based beverages, cold coffees and a few snacks.

These are standalone outlets and found on the way side.

17. Kiosks

They are usually located on busy streets and market places. These outlets are one-man shows, serving moderately priced products, and due to the absence of seating, it has a brisk sales turnover.

The menu includes regional and street food.

18. Food courts

Food court is a concept developed by shopping malls. Many brands and food counters are located in one compound. Seating provided is common for all, the guest may choose to buy food from any counter and may use any available seat. Guest’s seating is surrounded by different food outlets.

Source: F & B Simplified, by Vara Prasad and R. Gopi Krishna