FOOD & BEVERAGE SERVICE(DTH2025)

Owned by:-Aylin Kamaruddin JPH/PMM

CHAPTER ONE

History of Restaurants in Europe

◦People ate together in large groups 12,000 years ago.

◦Food was sold in public market places 7,000 years ago.

◦Greek and Roman banquets occurred 2,500 years ago.

◦By the 1500’s, quantity food was produced primarily in religious institutions, and wealthy persons employed chefs.

◦Before the 1600’s, persons living along trade routes were the first hospitality entrepreneurs as they opened their houses to travelers.

◦Separate eating places began in Europe in the mid-1700’s.12/30/2015

History of Restaurants in United States

◦Taverns and inns became popular in cities during the1800’s

◦Most luxurious dining was offered by large hotels.

◦By the late 1800’s, public eating places were almost every where and offered a wide variety of food items.

◦One of the first restaurant chains was that of Fred Harvey (Kansas) in the mid-1870’s.

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History of Restaurants in United States (continued)

◦By 1920, numerous eating places were located near major highways.

◦In the 1940’s, frozen foods became popular.

◦McDonald’s restaurant chain began in the 1950’s.

◦In the 1970’s, wines increased in popularity.

◦The “modern” restaurant era began in the early 1980’s as Americans began to eat out more frequently.

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Components of the Travel/Tourism Industry

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Travel/TourismIndustry

Hospitality

Accommodations (Lodging)

Other HospitalityOperations

Foodservices

TransportationServices

DestinationAlternatives

Activities* RetailShops**

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Close Look at the Hospitality Industry

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Types of Restaurants

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Restau-rants

Upscale(High-Check

Average)

CasualService(Mid-Scale)

FamilySer-vice

Quick-Service

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Dining Room Organization: Upscale Restaurant

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Maitre d’ Hotel

Sommelier2 Chef du Trancheur3

Chef du Rang4

Captain1

Commisdu Rang

Chef du Rang4 Chef du Rang4 Chef du Rang4

Commisdu Rang

Commisdu Rang

Commisdu Rang

1The Captain is section (area) supervisor of approximately four guest tables. 2The Sommelier is the wine steward.3The Chef du Trancheur serves desserts (often from a dessert cart) and other after-dinner items.4The Chef du Rang is the lead table server; Commis du Rang is his/her assistant.

Job Specification

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Restaurant ManagerOverall responsible for the org. & admin, set stan-dard for service, responsible for any staff training, prepare duty rosters.

Asst. Restaurant ManagerAssist RM in carrying out task and responsibility, make out duty rosters.

Headwaiter/Maitre D’hotel/SupervisorOverall charge, responsible for seeing all duties, aid the reception, relieve the restaurant mgr on their day off.

Station Headwaiter/Section Supervisor/Captain

Overall responsible for a team/staff serving a set of tables, have knowledge of food & wine, able to instruct other staff, carry out all the service.

Station Waiter/Chef De RangCarry out the same work as the station head waiter, less experience chef de rang and station head waiter must work as a team.

Job Specification

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Asst. Station Waiter/Demi Chef De Rang

Relieve station head waiter on their day off.Waiter/Waitress

Acts by instruction from the chef de rang, mainly fetches and carries, help to clear tables after each course, carried out some of the cleaning & preparatory tasks during the pre-preparation pe-riod.

Apprentice/Commis DebarrasseurKnown as a learner, keep the sideboard well filled with equipment, help to fetch and carry items, carry out certain of the cleaning tasks.

Carver/TrancheurResponsible of the carving trolley & carving of joints at the table, will plate up each portion with an ap-propriate accompaniment.

Wine Butler/Wine Waiter/Som-melier

Responsible of the service of all alcoholic drinks during the service meals, sales person, have knowledge of all drinks to be served.

Cocktail Bar StaffWell versed in skills of shaking & stirring cocktails & should have knowledge of all alcoholic & non-al-coholic drinks, responsible in making cocktails.

Busboy/BusgirlAssist the servers during busy/peak periods, re-sponsible to do the clearing after service, positions may be assumed by the same person.

Job Specification

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Organization of Large Mid-Scale Restaurant

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General Man-ager

Bookkeeper

Chef (Head Cook)

Cooks

Stew-ards

Dining Room

Manager

Recep-tionist

Servers

Busper-sons

BeverageManager

Bar-tenders

Lounge Servers

Organization Chart for a Single-Unit Quick-Service Restaurant

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Shift LeaderProduction

Shift LeaderDrive-Through

Shift LeaderCounter Service

Line Employees Line Employ-ees

Line Employ-ees

Shift LeaderProduction

Shift LeaderDrive-Through

Shift LeaderCounter Ser-

vice

Line Employ-ees

Franchisor's Field RepresentativeOwner/Unit Manager

Unit Assistant Manager

Franchisor's Field

Representa-tive

Owner/Unit Manager

Unit Assistant Manager

Range of Guest Expectations About Foodservices

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A B C D

Food Is the

“Product”

Service Complements

the Food

Service Is Anticipato

ry and “Invisible”

Service Is the

“Product”

Food Is the

Priority

Food and Service Are Priorities

Service Is a Priority

Guest’s Expectation

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PhysiologicalEconomical

SocialPsychologicalConvenience

Characteristics of Effective Food and Beverage Servers

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Effective food and beverage servers:

Arrive at work on time in appropriate uni-form (unless they change into their uni-form at work)

Practice proper personal hygiene Understand their basic duties and responsi-

bilities and work together as an integral part of the restaurant's team

Can perform all required work tasks to the necessary level of quality and quantity outputs

Have extensive product knowledge about all menu items available

Have a genuine desire to please the guests and are courteous and friendly

Consider their work to be more than “just a job”

Create effective working relationships with the restaurant manager and all employ-ees

Servers Who Practice the Philosophy of Guest Service

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Think and act as if they are the “host” of the guests being served.

Remember/use the names of guest “regulars” whom they serve.

Make efforts to assure that each guest has a memorable din-ing experience.

Anticipate and respond to the needs of their guests.

Are proud of their appearance and personal grooming prac-tices.

Help other members of their restau-rant team whenever possible.

Example of Table Setting in Upscale Restaurant

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FishEntrée

Salad Salad Entrée

FishSorbet Soup

Dessert

Water

White wine

Red wine

Dessert wine

Water

White wine

Red wine

Dessert wine

Bread & Butter

Base Plate

GUEST SERVICE SKILLS

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ReliableCoopera-tivePersonableHealthyClean & NeatKnowl-edgeablePersuasiveAttentive

Prompt recogni-tion

Smile Eye Contact Body Posture Call guest by their

name Communication

Skill Voice Level Concern

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