DOCUMENT RESUME
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AUTHOR
TITLE
INSTITUTION
REPORT NO
PUB DATE
NOTE
AVAILABLE FROM
PUB TYPE
CE 039 368
Mitchell, Barbara J.
The Waiter and Waitress Training Manual. Revised
Edition.
British Columbia Dept. of Education, Victoria.
ISBN-0-7726-0015-5
78
164p.
Publication Services Branch, Ministry of Education,
878 Viewfield Road, Victoria, BC 9A 4V1 ($7.00).
Guides - Classroom Use - Materials (For Learner)
(051)
EDRS PRICE
MF01 Plus Postage. PC Not Available from EDRS.
DESCRIPTORS
*Dining Facilities; *Food Service; *Hospitality
Occupations; Inservice Education; Instructional
Materials;. Occupational Home Economics; Postsecondary
Education; Retraining; Safety; Vocational
Education
IDENTIFIERS
*Waiters Waitresses
ABSTRACT
This manual is intended for use in pre-employment or
upgrading training programs for persons who are planning to work or
are presently working in the hotel and restaurant food service
industry. Eleven chapters cover interpersonal relationships with
employers, fellow employees, and customers; grooming and personal
hygiene; sanitary food handling; safety; tools of the trade (china,
cutlery, and glassware); how to interpret a menu; setting up for
service; service of customers; preparation of beverages and fountain
products; preparation and service of alcoholic beverages; and duties
of host and cashier. Each chapter contains informative material with
examples, photographs, and/or drawings and concludes with a brief
self-test. (YLB)
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Reproductions supplied by EDRS are the best that can be made
from the original document.
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U.S. DEPARTMENT OF EDUCATION
NATIONAL INSTITUTE OF EDUCATION
EDUCATIONAL RESOURCES INFORMATION
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"PERMISSION TO REPRODUCE THIS
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TRAINING MANUAL
REVISED EDITION. 1978
1984 Printing
This manual has been designed for use in pre-employment or upgrading
training programs for persons who are planning to work, or are presently
working in the hotel and restaurant food service industry.
Research and Curriculum Development Branch
Post-Secondary Department
Ministry of Education
Province of British Co:umbia
The Ministry of Education wishes to acknowledge Barbara
I. Mitchell for
writing The
Waiter
and Wi71111W
Training Manual. The Ministry
also
acknowledges. with thanks. the assistance received from the Vancouver Com-
munity College. Vancouver Vocational Institute. in developing this manual.
OMinistry of rilotallon, Province of British Coleinthia, Canada. 1978
No pan of this publication may be reproduced in any form
withoul permission in writing from the publisher.
C.
4.
Canadian Cataloguing in Publication Data
Mitchell, Barbara J.
The waiter and waitress training manual
Cover title: Waiter & waitress training manual.
Written by Barbara J. Mitchell.
Previously published by: British Columbia.
Ministry of Education. Program Research and
Development Branch.
1978.
ISBN 0-7726-0015-5
1. Waiters
Handbooks, manuals, etc. 2.
Waitresses
Handbooks, manuals, etc. 3. Table
service Handbooks, manuals, etc. I. British
Columbia. Research and Curriculum Development
Branch. II. Title. 111. Waiter & waitress
training manual.
TX925.M57 1984
642'.6 C84-092075-X
4
IOTCODUCTIO0
THE BASIC WAITER/WAITRESS TRAINING PROGRAM
To be hospitable is to receive guests and strangers in a friendly manner, and to welcome
and entertain them.
Each year hundreds of thousands of travellers enter British Columbia
some on business
trips. others in search of pleasure and relaxation, but all requiring comfort, service
and entertainment to make their stay here enjoyable and satisfying. The people
concerned with supplying these travellers' needs, together with the establishments in which
they work hotels, motels and restaurants, make up what is termed the Hospitality
Industry.
The Hospitality Industry is one of the larger industries of this Province. As part of the
services industry it is experiencing an above average growth rate and a corresponding
increase in career opportunities. Today, more than ever before, hotels and restaurants are
taking a prominent place in our community life and activity, and the Hospitality
Industry plays constant host to the travelling public.
In order to provide the finest facilities in comfort, service, safety and protection, the
Hospitality Industry has instituted a broad continuing program of modernization,
renovation and expansion.
Waiters and Waitresses are the ambassadors of the food industry for it is they who
present the product to the public. Sophistication in both preparation and service of food are
necessary to maintain the standards of the industry. Individual restaurants and hotels
are relying more on the supply of graduates from recognized schools to meet their
needs.
Job opportunities in this area are many, and dining rooms, hotels, restaurants and coffee
shops are all potential places of employment. The well trained waiter or waitress who is
proficient and enjoys the work, can anticipate a steady demand for his services with
remuneration and advancement depending upon his skill and manner.
iii
5
II.
THE WAITER AND WAITRESS TRAINING MANUAL
IrAbLe Of COITreillif
PAGE
Chapter 1
People and the Food Service Industry
You and Your Employer
The Importance of House Policy
You and your Fellow Workers
Consideration
Calmness
Friendliness
Courtesy
Tolerance
You and your Guests
A Guest's First Impression
The Special Needs of Guests
Some Difficult Situations
Test Yourself
3
3
5
8
9
9
10
10
10
11
11
11
12
13
14
Chapter 2.
17
Grooming atid Personal Hygiene
17
The Impression You Make
17
Grooming
17
How Do You Look 18
Things to Check' 18
The Habit of Hygiene
18
Posture and Physical Well-Being 19
Test Yourself
19
Chapte 3 23
Sanitary Food-Handling
23
How Foods Become Contaminated 23
Bacteria: How Poisons Grow and Spread 24
Methods of Prevention of Some Types of Food Poisoning
25
Safe Food Handling and Storage Procedures 26
Test Yourself
27
Chapter 4
Work in Safety
Accidents Don't Just Happen.
Spills
Breakage
Traffic
Burns
Bruises
Strains
First-Aid
A Safe Work Environment
Electrical and Gas Hazards
In Case of Fire
Fire Safety Procedures
Basic First-Aid
Workers' Compensation Board
Test Yourself
31
31
31
31
31
32
32
33
33
33
34
34
35
36
36
37
38
Serve Rolls. Crackers. Butter and Juice
A Note about Portion Control
Place and Pick Up the Order
Communications with the kitchen
Timing your Order
Carry Multiple Orders
Using an Arm Tray
The Side Towel
-Rules of Thumb" for American Table Service
Serve Appetizer
Serve Soup
Serve side Salad
Serve the Entree
Serving with Spoon and Fork
See that your Guests are Receiving good Service
Check for Satisfaction Throughout the Course of the
Clearing By Tray
Serve Dessert
Serve Beverage
Dining Room
Present Guest Check
Look after Your Check Book
Clean and Reset Tables
Closing Procedures
Serving at a Counter or Booth
Booth Service
Serving for Special Functions
Arranging and Setting up for Service
Serving and Clearing
Alcoholic Beverage Service
Test Yourself
93
94
94
95
95
96
97
97
97
98
98
99
99
100
101
Meal
101
102
102
103
104
105
106
106
107
108
109
110
111
112
112
113
Chapter 9
117
Prepare Beverages and Fountain Products
117
Hot and Cold Beverages
117
Coffee
117
Preparing Coffee
117
Tea
118
Preparing Tea
118
Things to Remember when Serving Tea or Coffee
118
Hot Chocolate
118
Ice Cream and Fountain Products 118
Dipping Hard Ice Cream
120
Preparing Milkshakes. Sodas. Floats and Sundaes
121
Milkshake
121
Soda or Float
121
Sundaes
121
Dinner Sundae
12".
Fountain Sundae
121
Parfait
.
121
Banana split
122
Chapter 10
125
Alcoholic Beverages
125
Drinking Customs
125
Classifications of Alcoholic Beverages
126
Liqueurs
127
Bqer
128
Wine
129
riii
8
.
I.-
Dry or Sweet Wine
The Language of Wine
Sizes and Types of Wine Bottles
Contents
Wine Glassware
Wine Service Accessories.
Corkscrew
Ice Bucket
Wine Basket or Cradle
Presenting and Serving
Presenting the Wine
When to Serve the Wine
How to Open a Bottle
Bottles with Screw Caps
Bottles with Effervescent
and Wire Hoods
Tasting and Pouring
Fundamentals of Mixology
Equipment. Supplies and Setting Up
Bapk.- Bar Equipment and Supplies
Ingredients
Ice
Syrup
General Tips
Stirring
Shaking
Building
Standard Cocktails and Mixed Drinks
Taking and Serving the Cocktail Order
Provincial Liquor Regulations
Type of Establishment
"A" License
"B" License
*C" License
"D" License
"E" License
General Regulations
Test Yourself
130
131
134
135
136
137
137
137
137
Wine
137
137
138
138
or Plastic Corks 138
Wines having Plastic or Natural Corks
138
140
142
142
142
142
143
143
143
144
145
147
148
152
153
153
153
153
153
154
154
154
155
Chapter 11
The Duties of Host and
Hosting Duties
Reservation Book
Handling Cash and Charges
The Cash Register
The Cash Float
Making Entries on the Cash
Correcting Errors
How to Make Change
Disputes over Change
Processing Credit Cards and Cheques
Cheques
How to Reconcile your Cash
Sample of Cash Deposit Form
Test Yourself .
159
Cashier
159
159
159
160
161
162
Register
163
163
164
165
165
168
168
169
170
riri
9
CHAPTER ONE
PEOPLE AND THE FOOD SERVICE INDUSTRY
One of the things that makes a food service job interesting is the people you meet. Even)/ day
you'll be dealing with them and your success as a waiter or waitress depends on them.
If you can enjoy a courteous, cheerful, cooperative relationship with the people you work
for, the people you work with and, the people you serve, then the "food handling" part of
your job will be much easier.
FOOD AND BEVERAGE
MANAGER:
RESTAURANT OH
CATERING MANAGER:
CAPTAINIH OSTESS:
WINE STEWARD:
WAITER/WAITRESS:
BUS BOY/GIRL:
WHO'S WHO?
Responsible for the co-ordination and operation of all food and
beverage outlets, which include dining rooms, cocktail
bars, lounges, coffee shops, customer and employee cafeterias.
Must understand all aspects of food preparation and
cooking. Must be responsive to the needs and desires of
those to whom the food is served. Also responsible for
purchasing, inventories, menus, and monitors food,
labor,
and overhead costs.
Co-ordinates entire operation of restaurant to produce efficient,
courteous food service, customer satisfaction, and profit
goals. Must.be able to produce results through people.
Greets and seats incoming guests. May handle reservations.
Must become familiar with sales and service duties.
Pleasant personality, good appearance and sound judgment
as well as having supervisory abilities.
Must have a thorough knowledge of wines and alcoholic
beverages. Know what wines will complement what
foods. Ability to sell, pleasant personality, and good
appearance.
Sells sand serves food and beverages to the guests. Must be
accurate and energetic, have good public relations attitude,
sales ability and pride in personal appearance. Be
dependable and willing to learn.
Clears and re-sets tables, fills water glasses, brings dining room
supplies and assists with dining room housekeeping.
3
11
l
Restaurant
or
Catering Manager
YOU AND YOUR EMPLOYER
Your employer expects a lot from you. He has a right to. He depends on you to help make a
living. just as you depend on him to make yours.
Check the following list and sea how you measure up as an employee. If it seems that you've
got to be "practically perfect- don't worry you probably have most 01 the
qualities already. Any habits and skills you don't have will come with practice. How is
your professional attitude?
ARE YOU .... ?
1) On time every day
2) Willing to learn
3) Able to co-operate with others
4) Proud of the work you do
5) Clean and well groomed
6) Able to follow instructions
7) Cheerful and friendly
8) Able to use common sense in
difficult situations
9) Loyal to your employer
10) Able to use "slack periods"
efficiently
11) Careful with equipment
I'.) Honest
CAN YOU .... ?
1) Make guests feel welcome
2) Sell food and beverage items
3) Serve guest orders properly
and efficiently
4) Look after guest's special
needs
5) Help keep your work areas
safe and clean
6) Operate all the necessary
equipment
7) Be trusted to price menu
items accurately
8) Be trusted to handle cash
9) Comply with house policies
These are the basic questions any employer will ask about you before he hires you, and
every day you're on the job.
5
13
J
A particular area of concern to employers is profit. Part of your job is to help ensure that you
don't add to your employers operating costs through waste or carelessness. The
following figures should help you to realize what your employer is talking about when he
discusses such subjects as keeping expenses down, conserving food. electricity, and water.
not being a party to needless waste, stacking dishes and glasses properlyso that they
do not get chipped or broken, not hiring two people to do one person's job and so on.
Anything that can be done to keep the cost figures down without reducing quality of service
is done for the good of all.
Every time a customer spends a dollar, 30 cents of that dollar may go to buy food supplies,
anywhere from 35 cents to 40 cents may go for wages, 5 cents to 8 cents for rent. 3
cents to 5 cents for utilities such as heat, light, gas and water. and at least another 10
cents will go for all the miscellaneous expenses such as cleaning supplies, dish and linen
replacement, advertising, and insurance expenses.
Here is an average breakdown of costs:
Food Cost
$ .30
Wages
.40
Rent
. 5
Utilities . 5
Miscellaneous .10
.90
Profit .10
Total
$1.00
10% profit is not much since there are still further expenses to be considered such as
income tax and depreciation of equipment.
6
14
%
As an employee you also have a right to expect certain things of your employer. Here's a
checklist of an employer's responsibilities.
DOES YOUR EMPLOYER .... ?
1) Provide a clean, safe, working
environment
2) Respect union agreements
regarding hours of work, wages,
working conditions etc. (if you
are in a union shop)
3) Respect the Human Rights Code
by not discriminating against
any person when hiring and
assigning duties
4) Keep you informed about the
sections of the Liquor
Administration Branch Act,
Health and Sanitation Act,
Workers' Compensation Act,
Fire Regulations, and Labour Laws
which apply to workers in the
food service industry
5) Notify you about house policies
regarding staff and guests
These are the basic things you should know about an employer before accepting a job, and
expect from him while you're on the job.
Your job, your livelihood and your own happiness and self-respect depend on co-operation
between you and your employer. nefer to the checklists occasionally to see how you
are both measuring up to your responsibilities.
7 15
THE IMPORTANCE OF HOUSE POLICY
Every establishment has some basic rules and regulations which are generally known as
"house policy." There are as many rules as there are food serving placeft, and it's up
to you to learn the specific house policy of the particular establishment where you work.
Depending on the size of the operation, you will be told verbally or given a booklet
explaining all the rules and regulations when you are hired.
Organizations need a house policy in order to operate efficiently, with a minimum of
confusion for staff. guests, and management. Although the rules will be somewhat
different in each place you work. you'll probably discover that they cover many of the
same types of things. For example:
Work Schedules
Meal allowances and breaks
Pay periods
Holiday/sick time
Staff parcel check-out
Cash shortages/surpluses
Podion sizes
Wearing apparel and grooming
Off duty visiting to place of work
Selling techniques
... and some rules which may help
you when dealing with guests ...
Complaints about food/service
Accidents
Dry cleaning resulting from spills
Lost anti found articles
"Socializing" with guests
When you're on the job, try to get to know your house policies as soon as possible. Every day
you'll run into situations when you'll need to know them. If a situation occurs for
which you don't know the house policy, ask your supervisor
the rules are there to
guide you. and sometimes even to protect you.
16
8
YOU AND YOUR FELLOW WORKERS
You've probably heard it said a thousand times or more that if you treat people the way you
would like to be treated yourself, they will treat you that way in return. Getting along
with the people you share at least a third of your time each day with really involves
nothing more than mutual respect and consideration. However, in any work situation, you are
bound to come across a few "difficult" types with whom you'll have to get along
somehow. You may have encountered some in other situations.
Co-operating with such people may strain the patience but it is important to try to
understand and overcome the difficulties created by unco-operative co-workers. Do you
recognize any of these people?
Those who blame others for their own shortcomings.
Those who are always insinuating things about others.
Those who are always picking faults in others.
The "apple polisher" who tries to keep in goad with the boss at the expense of others.
The trouble maker who tries to set one employee against another.
The sensitive ones who are always imagining slights and insults.
The "crabbers" who always have to have something to complain about.
The "always late" whom others must fill in for.
The "arguer'. who must disagree with everything that is said.
Those who are against anything new on general principles.
All of t " :se are childish, immature attitudes, but people who act this way can destroy the
harmony in any group of employees.
Here are a few suggestions for developing and maintaining a good working relationship with
your co-workers. (Courtesy of -Every customer is my guest- by Jean Ross. Department of Tourism.
Province of Nova Scotia).
CONSIDERATION
Almost all food service establishments have busy periods when both the production staff in
the kitchen and the sales staff in the dining room are working under pressure. It is at
this time that tempers are apt to flare, harsh words be spoken, and feuds develop which
may be difficult to smooth over. Try to remember that peak pressure periods happen every
day and be prepared for them by determining to remain calm, patient and co-
operative.
Kitchen staff is working in hot. noisy, and sometimes crowded conditions, looking
after many things all at the same time and trying to get all orders ready as quickly as
possible. You on the other hand are required to get the order to the customer as quickly as
possible and are faced with the criticism of the guest if the meal is cold, not properly
cooked. or properly presented. Perhaps if the dining room and kitchen staff could
change places for a while, they would have a better understanding of each other's problems.
Both have a common goal, service to the customer.
You should do your part to maintain pleasant relationships by being courteous and
considerate in placing orders. If mistakes occur or changes have to be made. remain
calm and reasonable in making ,equests for corrections. Nothing will be gained by
"blowing your top" except to increase antagonism. Problems can sometimes be solved by
discussing them reasonably after the busy period is over.
9 17
Perhaps the kitchen worker feels that he is being bossed by you when you place your orders
for food items. Try not to appear demanding when placing your requests.
Don't make it a regular habit to request orders "in a hurry". Save your "in a hurry" orders for
an emergency and you will probably get better co-operation when a rush order is
justified.
If a fellow employee appears to'be slow with his work, help to develop his skills so he can do
his share. If you always do your share and a fellow employee refuses to co-operate,
don't encourage laziness. Being nasty may relieve your feelings but it certainly will not
improve co-operation.
All guests of the establishment should be served as quickly ,As possible. If another
person is busy and you are not, help him serve and he will likely do the same for you when
you are busy.
When you have finished your side work, help the others with theirs. If you share a service
stand with others, do your part in keeping it neat and replenished.
Take your turn in calling and picking up orders in the kitchen.
Do your share in keeping the washroom neat. and the same if you share a dressing room.
Put equipment away when you have finished with it.
Observe rules and regulations. They have been made to keep things running smoothly. Don't
expect special privileges.
Don't be late or absent without notice. You know what it means to be short of help during
busy periods so consider your fellow workers and allow your supervisor plenty of time
to get a substitute.
CALMNESS
Learn to keep calm especially during rush hours. Usually things that bother you at such a
time would not disturb you in normal circumstances. Remember that others are
working under pressure too, and a sharp word or criticism may set off an explosion that
will disorganize the teamwork of the entire group. Irritability is contagious. Sharp words
once spoken can never be recalled.
FRIENDLINESS
To be friendly with staff is just as important as being friendly with guests. The resulting
harmony will reflect in service to the customers. Be particularly friendly and helpful
with new staff. They are now part of the team and should be helped so that they can
learn quickly to do their share efficiently. Remember how you felt the first time on a new job.
COURTESY
Courtesy toward the people with whom you are working every day is very important in
maintaining good working relations. It is not always easy to take time to be polite in
the rush and confusion of a busy meal hour, but courtesy if practiced will soon be
automatic.
Use "please" and "thank you always when asking for and receiving favours from others.
/8
Beware of gossiping and listening to gossip. Avoid complaining about other
employees your work, your employer, and your personal problems. This can get to be a
habit. Nobody likes to be araund a person who is always "crabbing:' Don't discuss your tips.
Being human you can't always keep yourself under perfect control, and arguments are
bound to develop. Never let a guest overhear your disputes, or hear you make reference to
disputes.
TOLERANCE
Respect other people's opinions and preferences. Differences of opinion are very seldom
settled by argument and should not be allowed to result in bitterness. Differences of
opinion relating to work should be discussed in an intelligent way and support given to
any idea that results in benefit to all.
YOU AND YOUR GUESTS
People who intend to make a career in food and beverage service must realize their prime
responsibility is to please the customer in order to succeed. The customer however,
has no obligation to please the waiter or waitress. Both the operation and staff rely
completely on the customer for their livelihoods.
There will be times when pleasing the customer entails having to tolerate unpleasant
attitudes and accepting unfair treatment. During these times you will have to be most
careful with your replies and remarks. Unfortunately. there is no way of ensuring that
only the nice people will patronize your establishment. Show your customers that you care.
Anticipate their needs before they make demands and requests, and try to be one step
ahead of them at all times.
The opportunities for getting to know people
complete with their good and bad
habits are virtually unlimited. and being among people becomes a way of life. Tact
and understanding are two vital keys to success when dealing with guests.
The term "guest" alone defines the difference between a person giving business to the
restaurant world and one who is buying groceries or some other form of merchandise.
A GUEST'S FIRST IMPRESSION
The first impressions are created when guests arrive:
Is the outside appearance favourable, are the driveways clean, are signs in order and
lights functioning, are windows clean?
Has someone cared enough to see that the establishment is fresh-smelling, clean and
orderly?
Does someone care that guests have arrived?
Were the tables cleared and orderly?
Does the waiter or waitress care when and how guests are served?
Does the waiter or waitress care if the cook prepared the order properly?
All these factors reflect the general attitude of an establishment towards its guests. They
combine to make either a good or a bad impression on the guest's mind.
I
The manner in which you approach guests when they first arrive will set the mood for the
entire meal. Greet each guest warmly, make him feel comfortable and at home, look
directly at him and give the appropriate greeting in a friendly tone of voice. Your word of
greeting and your efficient manner will go a long way towards selling the merits of the
establishment to the guest. The right approach will often put the guest in a receptive
frame of mind and ensure him an enjoyable eating experience. Good food alone is not
enough, we all desire pleasant surroundings and those little extra attentions that add up to
good service.
You have a personal responsibility to continue to learn ways to show that you care about
your customer. your employer and your fellow workers.
Smile!
Be interested in people remember faces and names. This makes guests feel at home.
Be courteous in your manner, tone of voice and words.
Practice such acts of courtesy as bringing ashtrays to guests; helping guests with their
wraps, bundles, or bags; help people with small children by supplying a high chair
and bib; help elderly people or handicapped people to be seated safely, bring a
newspaper to the person eating breakfast alone (if it is house policy to do so).
Give prompt service and remember to keep the water glass replenished.
Never keep guests waiting wnen they wish to pay for their meal.
Avoid visiting with other workers while guests are present.
Refrain from complaining to guests abut being rushed or tired, or about other problems
you may have.
Put yourself in the guest's position for a moment. You can surely recall eating at some
establishment where you had a very enjoyable experience. Ask yourself why you
enjoyed it. You'll probably agree that you were greeted pleasantly, the food was good
and the service excellent.
THE SPE:1AL NEEDS OF GUESTS
There are a number of situations which can occur during the course of any day that may
require a special effort on your part to handle. Most will simply require a little patience
and diplomacy; some may require the assistance: of your supervisor or manager. It is
important to try not to become emotionally invoivod or upset when dealing with any incident.
Here are some special circumstances to be aware of:
Handicapped Learn to assist such persons in an unobtrusive way (if they
Persons: appear to need assistance) by helping them with coats,
parcels etc. Place them at tables where they will be
comfortable, out of the line of traffic and not liable to be stared
at by other guests. Read menus if necessary. Place utensils
for their convenience.
Lonely:
Many people who find themselves alone enjoy going to a
restaurant because of the friendly atmosphere and personnel.
This is particularly true of persons who are travelling.
Sometimes they may need a little extra attention. There will
be times when you are too busy to converse with guests.
Excuse yourself politely without offending them. To some lonely
people, a restaurant is a home away from home. Be
understanding.
12
20
.
Children: Suggest a high chair for a small child. Place it close to the
table to prevent food dropping to the floor. Use small size
silver, glass and chinaware, when available. If possible, take the
child's order only from the parent. Do not do anything to
distract the child when eating. Whenever possible place him
so that he will not disturb other guests. Bring the order as
quickly as possible.
Elderly
Elderly persons may sometimes require assistance with coats
Persons:
and with being seated. They may also have difficulty in
reading the menu or in hearing your request for the order. If
an elderly person is having obvious difficulty, assist by
interpreting the menu or by speaking a little more slowly
and clearly.
SOME DIFFICULT SITUATIONS
The key to handling any difficult situation is to remain calm and to always be tactful and
diplomatic. Often house policies and the health and liquor laws can be useful to you in
coping with difficult situations involving guests.
Intoxication:
Spills:
Complaints
about food:
Accidents:
Noisy Guests:
Situations will occur where it is not advisable to suggest
alcoholic beverages to people already under the influence
of alcohol. Be moderate when selling liquor at lunchtime. It is
advisable to use a conservative approach. If a guest is already
intoxicated, it is your duty by Law NOT to serve him anymore
alcoholic beverages. If you are in doubt about a guest. check
with your manager.
If you should spill any liquid or food on a guest's clothing
offer assistance quickly and discreetly. It may be the policy of
management to offer to pay dry cleaning bills incurred -by
the waiterAvaitress. Check management policy first before
suggesting this to the guest.
A guest may have a legitimate complaint about food. Get the
details first, then offer either a replacement or a substitute,
whichever is appropriate to house policy. Do not argue with
a guest.
The establishment must Saxe reasonable precautions to
protect the guest from any unusual danger of which
management is aware. Management must safeguard the guest
from danger by removing the risk or giving adequate warning
of possible danger.
If a customer falls, burns himself, or becomes infirm in any
way on the premises, be of assistance but don't express your
opinion as to who is at fault. Give your report in private to the
proper authority being as factual as possible. Bear in mind
that there are some people who make a living by pretending
to injure themselves on the premises.
Small groups that are likely to involve noisy celebrations
(birthdays, anniversaries, etc.) should have a private room. If this
is not possible they should be positioned In an area of the
dining room where they will not disturb other guests.
If a guest's behaviour gets out of hand you should alert your
supervisor.
13 21
.. ....
4
Lost and found
articles:
Turn in lost articles to the cashier or person in authority
immediately. Do not acknowledge that an article has been
found but refer the guest to the person in charge of lost articles.
Animals on
Under the Health Act, live animals or birds are not permitted
the premises:
in any food premises. except in the case of a dog used to guide
a blind person. If an individual wishes to bring a pet into
Your establishment, explain tactfully that animals are not
permitted according to the law.
Try to think positively if you're having a day full of "difficult situations': For every difficult
person, there are probably fifty nice, courteous, friendly ones. Use patience, tact,
diplomacy, and try not to take things personally. Remember, your job and your personal
well-being depends on your ability to deal effectively with people
employer, fellow
workers, and guests.
Try to answer these questions. If you have forgotten something, finish the quiz and then go
back and fill in the gaps.
1) How can you demonstrate your "professional attitude" to an employer?
(Describe at least 8 ways).
2) What are the employer's responsibilities to an employee?
(Describe at least 5).
3) Describe some general areas that house policy might cover in any food service establish-
ment, which apply to a) staff, b) guests.
(at least 5 for each one).
4) What kinds of guests might need special help?
5) A guest seems to have had too much to drink, but he insists on ordering another drink.
Describe the steps you'd take in handling the situation.
6) A blind person comes in, being led by a seeing-eye dog. Describe the steps you'd take in
assisting that person.
7) You are a guest in a restaurant. What are the things that will make a good first impression
with you?
8) Describe the ways in which your co-workers can help make your job easier.
e
14
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CHAPTER TWO
GROOMING AND PERSONAL HYGIENE
The impression You Make
Each day of your life you are on a public stage. You are being viewed by someone
constantly, especially so in a restaurant. Often the guest hasn't much else to do but
watch you as you prepare to serve him. After all, he is expecting you to "care" for him, so
he is watching with great expectations. He will notice if you are neat, clean and well
groomed and whether you work in an orderly manner. This will tell him what kind of a
person is taking care of him, what he may expect in the way of clean food and service,
and whether you intend to pay attention to his needs.
Your appearance reflects your habits, your background, and your way of life.
Attractiveness does not necessarily depend on a beautiful face and figure but is a
combination of good taste, good manners and a pleasant personality. Make the most
of what you have. If you work with dignity you will be treated with respect.
Self esteem and a good appearance will help to build your self confidence. This,
coupled with knowledge, will let you work with pride and self assurance. You will never
be al a disadvantage and you'll be relaxed and poised. Your guest can recognize this and he
too will relax knowing he is in good hands.
Grooming
The job of serving food often requires close physical contact with guests. When the guest
observes you "close-up" he has an opportunity to notice the details of not only your
general appearance but also your grooming habits. You should make a habit of the
following:
- use an adequate deodorant
- use cosmetics, perfumes and other grooming aids in an unobtrusive manner
- keep fingernails clean
- have clean, neat hair, cut or controlled above the collar
- (Waiters) shave daily, preferably just before going to work
- avoid wearing elaborate jewellery (wedding ring, wrist watch and small ear-studs are
acceptable)
- clean teeth, fresh breath
- be aware of house policy about grooming
Using the "How Do You Look?" check list on the following pages, look at yourself in a
full-length mirror and see how you measure up.
17
24
l
How Do You Look?
THINGS TO CHECK!
Hair well combed and neat.
Clean shaven.
Clean teeth.
Uniform to conform with
house policy.
No bulky articles in
pockets.
Clean and neatly trimmed
nails, no nicotine stains.
Black shoes, well polished
and in good repair. Non-skid
type soles.
THINGS TO CHECK!
Hair neatly combed, clean and
shiny. Wear hair net, cap
or have a suitable hair style
to prevent the hair from falling
into the food.
Moderate make-up.
Clean teeth.
Always wear a clean uniform,
avoid sloppiness.
Neatly manicured nails,
no flashy nail polish.
Clean apron.
Skirt length to conform
with house policy.
Hosiery free of runs.
White shoes, clean and
in good repair. Non-skid
type safes.
The Habit of Hygiene
Good grooming is what shows to the public. Hygiene is a more personal matter. It involves
not only your own health but the health of others.
In food service operations many people come in contact with food before it is served to the
guest. and that means there are many opportunities for food to become contaminated.
Food contaminated by human contact may result in illness to guests and fellow workers.
People with dirty hands and hair. open sores, bad colds or other illnesses can cause
problems.
18 25
Try to develop the habit of good personal hygiene:
1. Shower or bathe daily.
2. Wash your hands thoroughly before going on duty and after using the toilet.
3. Wear clean garments and footwear. *
4. Refrain from smoking on duty in any area or room where food is prepared, processed,
stored, or served. *
5. Reduce the risk of getting sick by getting adequate rest each night.
6. Wash your hands thoroughly after sneezing, coughing, or wiping up spills.
7. Refrain from brushing your hair or applying make-up in food service or preparation
areas.
8. Clean, disinfect and cover all cuts and sores.
9. Refrain from scratching or putting your fingers in your mouth or hair.
10. Report any communicable disease or infectious illness to your supervisor immediately. A
person employed in a food service job who is suffering from, or is a carrier of, any
communicable disease, is not permitted to work in food premises until a Medical
Health Officer is satisfied that the person is free of any communicable disease that may
be spread through the medium of food. * ("CARRIERS" are persons who may not
be sick, yet can pass on germs to other people. Carriers may have germs in their noses,
throats or intestines).
IL Have a physical examination which includes a chest X-ray, at least once a year.
The suggestions marked with * are government health regulations which may be enforced, if
necessary, by a Public Health Inspector.
Pasties and Physical Well-Being
Your job involves an enormous amount of physical activity
lifting, carrying and walking
constantly for several hours a day. Good posture not only improves your appearance
but actually lessens fatigue as well. Walk with your back and shoulders straight. Bend
your knees when lifting heavy objects. Try to develop a routine of regular exercise, indoor
and outdoor, to keep yourself in good shape. You'll feel and look better for it.
[Lretr youainr
1. Look at yourself in the mirror before going on duty and check yourself against the "How
Do You Look?" checklist. If you don't score perfectly, make the necessary
improvements before going out on the floor.
2. What might happen if a person handling or serving food fails to practice proper personal
hygiene?
3. Describe four government health regulations about personal hygiene which you must
obey while on duty.
4. You're just returning to work after a trip to Mexico where you unfortunately were sick
with infectious hepatitis. Before going on duty, what should you do?
19 26
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CHAPTER THREE
SANITARY FOOD-HANDLING
Now Foods Become Contaminated
There are many ways in which foods can become contaminated. All types of food poisoning
will cause illness and some will cause death. You should be aware of the causes of
food poisoning and, more importantly, how you can help prevent ii. The tollowi:)2
diagram shows some of the ways foods can become contaminated.
FOOD POISONING
FOOD POISONING
INFECTED HAND
(Staphylococcus)
IMPROPERLY CANNED FOOD
(Botulism)
DISEASED POULTRY
or POULTRY PRODUCTS
(Salmonella)
I=MINm=1,
4 :
23
28
BACTERIA: HOW POISONS GROW AND SPREAD
Bacteria are tiny living organisms which are invisible to the naked eye. but can be seen with
the aid of a microscope. Bacteria need WARMTH. FOOD. and MOISTURE to five and
multiply. At room temperature bacteria can reproduce once every twenty minutes. and in
one day a single bacterium will produce many minions of its own kind. Once any food has
become contaminated. the bacteria begin this cycle of growth.
Illness can result from harmful bacteria which are:
Present in food in its natural state
for example. Salmonella in poultry or "red tide"
contamination in shellfish.
Introduced before preparation or cooling for example. through improper handling
during delivery of foods or poor storage and refrigeration.
Introduced during preparation
for example. through contact with preparation staff who
have not practiced good personal hygiene. or through use o unsanitary utensils or
preparation areas.
Introduced into the food after preparation or cooling
for example. through improper
refrigeration or holding temperatues. or through contact with human hands. insects.
rodents. or unclean serving utensils.
People are a prime source of food contamination. Virus infections such as INFLUENZA.
TUBERCULOSIS. HEPATITIS, TYPHOID and the COMMON COLD can be transmitted
from the infected person through food to unsuspecting guests or fellow workers.
Skin infections or running sores of the hands (cuts. pimples and boils) are particularly
hazardous because the hands come into contact with food. This kind of infection
(called STAPHYLOCOCCUS INFECTION) may affect anj part of the body and may lead
to contamination of the hands. Custard and cream-filled pies or desserts. prepared meats.
salads and milk are foods in which staphylococcus bacteria particularly thrive. If
these foods are not stored at the right temperature. the bacteria will multiply rapidly.
producing dangerous poisons. Proper personal hygiene and proper storage temperatures
will help prevent the spread of "staph" infections.
SALMONELLOSIS is an unpleasant illness which results from contamination by the
SALMONELLA organism which grows and multiplies mainly in poultry products. It is
one of the major causes of food-borne illness in British Columbia. Proper storage at 4 C
(40" F) or below and proper hot holding temperature of 60 C (150 F) will help prevent the
growth of salmonella organisms.
BOTULISM is an organism which does not require air to live. It is generally found in foods
which have been improperly canned. If the organism is not killed in the canning
process. it will go on to produce a very strong poison which frequently causes death.
Commercially-canned foods are rarely involved in botulism cases. When cases are
discovered. most frequently the person has eaten improperly home-canned sea foods.
pork and beef products. smoked or canned fish, and poorly canned foods such as string
beans. corn. spinach. and beets.
CHEMICAL TOXINS contaminate food when a food-handler mistakenly uses a
rodenticide, insecticide or cleaning agent in place of an everyday ingredient such as flour.
salt or sugar. The result can be paralysis or death to the unfortunate victim of
chemical poisoning. Be sure that these poisons are not stored near food items.
24
29
-I,
41,
METHODS OF PREVENTION OF SOME
TYPES OF FOOD POISONING
The chart below is a brief reference of the types of illness and the foods which are usually
mvotved in the most common types of food poisoning. It also shows measures which
can be taken to prevent the spread of poisons. Although you personally cannot control
all the factors, you can do your part.
illness
Foods liquidly Involved
Measures to Prevent Spread
I SALMONELLOSIS
Poultry.
shellfish. cus
tards. eggs.
Controlled good sources. Raw
and cooked foods handled
separately. Adequate cooking
and refrigeration. Good per-
sonal hygiene.
2 TRICHINOSIS
Raw or improperly
cooked pork. and pork
products and bear meat
......
Adequate cooking. Freezing of
pork and beef for 30 days. Rat
control
3 STAPHYLOCOCCUS
Meats.
particularly
cooked ham. cream pies.
and
custards.
potato
salad and highprotein
ewed&
warmed.over
foods.
Exclude food handlers with
nasal discharges. boils. and in-
fected cuts. Adequate cooking
and refrigeration
Good m-
sonal hygiene.
4 SHIGELLOSIS Moist prepared foods.
foods prepared from dairy
products.
Strict
personal hygiene.
Adequate
c o ok rn g
and
refrigeration. Fly control.
5 STREPTOCOCCAL FOOD
INFECTION
,.--
Food products contemn-
Wed with
respiratory
discharges (sneezes) and
excreta.
Strict
personal hygiene.
Adequate cooking and
refrigeration.
6 INFECTIOUS HEPATITIS
(JAUNDICE)
Shellfish (raw oysters and
clerris), milk. and salads.
Adequate cooking and
refrigeration. Strict personal
hygiene.
7 BOTULISM
Improperly canned foods.
smoked fish, and gosh
eggs. Canned liver paste.
Purchase from controlled
sources. Thoroughly cook
before sewing.
8 TAPEWORMS Raw or
insufficiently
cooked meats and fish.
,
Purchase from
controlled
sources. Thoroughly cook
before serving.
9 LEAD POISONING
Glazed crockery con-
taining lead.
,
Care in purchasing dishes.
.
10 SHELLFISH POISONING. Shellfish harvested from
areas Infected by "red
ogee" (not affected
by
cooking)
Purchase Irom controlled
source.
PREVENT FOOD POISONING SY CONTROLLING
TIME
TEMPERATURE
CONTAMINATION
25 315
SAFE FOOD HANDLING AND STORAGE PROCEDURES
What can you do to help reduce the risk of foods becoming contaminated? Here are some of
the do's and dont's
most of which stet simply a matter of common sense:
Personal Practice good personal hygiene every day.
Utensils
Foods
Storage
Use tongs, forks and appropriate utensils rather than your hands
to pick up ice cubes, butter pats,
rolls and other food
items.
Pick up clean or soiled glasses by their bases.
Keep fingers off eating and drinking surfaces of utensils.
Store silverware in containers so that it can be removed only by
the handles.
Store glasses and cups in an upside-down position on a clean,
washable surface.
Store eating utensils in a protected location away from dust and
possible spilled food.
Break and discard any glasses or china which are cracked or
chipped, or turn damaged items over to your supervisor.
Don't mix soiled with clean tableware.
Don't serve any foods which have been dropped on the floor.
Do not serve any foods which don't smell or look right. Report to
your supervisor immediately.
Cover your nose and mouth when coughing or sneezing. Wash
your hands immediately.
Report the presence of flies, cockroaches, rats and mice in any
area where food is prepared, served, or stored.
Never leave perishable foods (cold meats, dairy products etc.)
standing at room temperature for one unnecessary minute.
Check thermometers on all
refrigeration units. Perishables
should be stored at 4° C or below. Frozen foods at -17° C
or below. If you spot incorrect temperatures, report to
your supervisor immediately.
Do not stack food items on top of each other in the refrigerator.
Allow space for free circulation of air.
Clean all racks, shelves, walls and floors of storage areas as
frequently as necessary. Clean up spills in storage areas
Immediately.
Cleaning
Multi-use utensils must be scraped, washed clean, and sanitized
properly after each usage.
31
26
de
Clean tables, chairs, counters, and food preparation areas so
they are completely free of liquids and food particles.
Check with your supervisor about special cleaning agents to be
used.
Do not mix soiled cleaning cloths with clean ones.
REMEMBER: Your failure to practice good sanitation procedures every day may result in the
illness (and possibly even death) of many people.
TeST YOUDALf
1. What three conditions do bacteria require to grow and multiply?
2. Name three types of virus infections which can be transmitted through food.
3. You have an infected cut on your hand. What kind of infection could it be? Should you
be serving food?
4. Where are botulism organisms usually found?
5. What kinds of foods do salmonella organisms prefer for growth?
6. Name two sources of chemical poisoning.
7. How can foods become contaminated in a food service establishmant? (Name at least
five ways).
8. You see a dinner plate with a chipped rim. What would you do about it?
9. The thermometer at the refrigerator where dairy products are stored is reading 8° C.
What would you do about it?
10. Somebody has accidentally stacked a soiled plate on top of two clean ones. What would
you do about it?
11. You're clearing some soiled glasses off the table. How should you pick them up?
12. You sneezed into your hand when someone spilled the pepper. What would you do?
13. Something got spilled on the top shelf of the refrigerator and is dripping down onto the
food below. What steps would you take to correct the situation?
14. Someone accidentally put a whole load of clean forks in the storage container with the
prongs up. What would you do about it?
______15T-heres-a-cockroach_taking_a_ walk oa_tha_Pream pie. What would you do about it?
2732
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29 33
CHAPTER FOUR
WORK IN SAFETY
Accidents Don't Just Happen
Human error is still the weakest link in the chain of accident prevention. Statistics show that
in British Columbia alone under the Hospitality Industry classification set up by the
Workers' Compensation Board, accident claims amount to millions of dollars annually.
Slips and strains are the major cause of accidents.
The objective of accident prevention and personal safety is to keep you alive, healthy and in
one piece. As a result of the development and application of sound safety principles
and precautions, you are more than forty times safer on your job today than were the
employees of thirty years ago.
It is virtually impossible to estimate the suffering, worry and expenses spared
hundreds of your co-workers, your friends and members of their families through well
planned safety programs.
Practise safety always
don't depend on the other person to do it for you.
ACCIDENTS DON'T JUST HAPPEN
THEY'RE CAUSED BY: UNSAFE CONDITIONS.
POOR JUDGEMENT. THOUGHTLESSNESS AND CARELESSNESS.
Here are some typical safety hazards to watch out for.
SPILLS
Wipe up at once all spilled liquids or foods.
Leave area clean and dry.
Cover temporarily with a chair if this is not
possible.
BREAKAGE
Handle glass and chinaware carefully to avoid
chipping cracking and breakages.
Put broken glass or china into separate con-
tainers.
Gather and clean up slivers and pieces of
glass or china with a damp paper towel.
Put a damp towel on slippery trays when
carrying liquids, glasses or tall items.
Throw food out if there is the slightest chance
that bits of broken glass or china
may have fallen into it.
I
31
34
i
TRAFFIC
Always use proper entrance and
exit doors to and from the kitchen.
BURNS
Use side towels when serving hot plates.
Warn customers that the plate is hot.
Do not move too quickly in congested
areas, Watch out
for
floor hazards
such as purses and briefcases in
the aisles.
35
32
BRUISES
Use handles when opening and closing
drawers on equipment.
FIRST-AID
All
injuries should be reported and first-
aid obtained immediately to prevent
possible infection of minor cuts or scratches.
A
STRAINS
Save your back when lifting
heavy
objects. Squat down, get a good footing
and firm hand hold, and lift using your leg
and thigh muscles. Get assistance for very
heavy or awkward objects.
33 36
A Sate Work Environment
It is the responsibility of your employer to provide a safe working environment. However, for
your own safety and protection, there are many things you can do to help keep it safe.
ALIGN tables so that there is sufficient room between them for guests to pull back their
chairs and still allow passage way.
REPORT any wobbly chairs, tables or splintered surfaces that may snag clothing. Worn or
loose tiles or carpeting should be repaired.
CHECK hallways, aisles, stairs and storeroom for adequate lighting. Any burned out bulbs
should be reported and replaced immediately.
STORE cleaning compounds and other poisonous materials away from food.
Etictrical and Gas Hazards
Every restaurant uses a great many electrical appliances in its daily operations. You may
have to clean a number of appliances and check them for hazards as part of your daily
duties.
Electrical shocks can occur where cords or plugs are overheated, connections are
worn or frayed, circuits are overloaded, or wiring is incorrect. Report any malfunctioning
electrical equipment immediately to your supervisor.
When cleaning and operating any electrical appliance remember to:
Unplug appliances before cleaning and
when not in use.
Avoid touching units with wet hands.
Secure all safety guards or catches before
operating.
Keep fingers away from heating elements
or moving parts.
In situations where you might be expected to operate gas appliances remember to:
Open and ventilate ovens a few minutes
before lighting.
Ensure that pilot light is burning (if there is
one).
Light burners with a long taper to avoid
being scorched by sudden flame.
Check periodically that
burners are
lit
sudden drafts can put them out.
. 34
37
In Case of Fire
Fires in restaurants have resulted in the deaths of hundreds of people in North America over
the past few years. In many cases, this senseless loss of life could have been
prevented. You should familiarize yourself with the location of fire extinguishers and how
to use them wherever you may be working. Be sure to identify all fire exits on the premises.
And, memorize the telephone number of your local Fire Department.
Fires have been divided into four main classes
A, B, C, and D. The type of extinguisher
you use will depend on the class of fire. All extinguishers have directions for use
printed on the cannister, and include the letters referring to the type of fire.
B
Classes of fires for which this
extinguisher can be used.
9
CLASS "'A" FIRES
occur in ordinary combustibles such as wood, paper and
textiles. They are best extinguished by cooling below the burning point
temperature. Water or an extinguisher which includes "A" on its label is the
most effective way of accomplishing this.
CLASS "B" FIRES
occur in gasoline, oils and other petroleum products.
Extinguish such fires by "smothering" (which deprives them of oxygen).
Smothering can be accomplished by using a wet blanket, sand.002
(carbon dioxide) or in some cases, covering with a lid. Use an extinguisher
which includes "B" on the label.
CLASS "C" FIRES involve live electrical appliances and equipment. An
eelectrical fire requires the use of a "non-conductor" type of extinguishing
agent. DISCONNECT the power supply before applying any extinguishing
agent. Use an extinguisher which is labelled "C".
CLASS "D" FIRES
are high intensity fires occurring in certain combustible
metals. Use a specially marked DRY CHEMICAL ("0") extinguisher.
Most restaurant fires will be Class "A", "B", or "C".
.
35
38
Fire Safety Procedures
In case of fire, follow these procedures.
1. Locate and isolate fire.
2. Alert supervisor and staff immediately.
3. Extinguish if possible.
4. Phone fire department.
5. Do not panic. If necessary, direct guests to emergency exits quickly and without
panic.
6. Notify manager or owner.
Basic First-Aid
No matter how careful people are, accidents and medical emergencies do occasionally
happen. You may have to assist a co-worker or guest in an emergency. Know where
your first-aid Kit is located and, if an emergency is more than a simple first-aid problem,
know the procedures to follow for getting proper medical assistance.
A small first-aid kit should include: "Bandaids", antiseptics, cotton swabs, gauze,
adhesive tape, scissors and smelling salts. These items can be used for simple aid for small
cuts or burns or for fainting. Report all injuries, cuts and burns to your supervisor
immediately.
In situations where a person is choking, vomitting, unconscious, in shock, or has no
pulse or respiration, medical assistance will be required immediately. Familiarize
yourself with the Chest-thrust method for relieving choking, mouth-to-mouth resuscitation
methods, and the pressure method for bleeding. If you are able to give such
assistance you may help to save a life. However, never attempt to "doctor"
somebody get qualified assistance as soon as possible.
IN AN EMERGENCY ...
1. Render assistance.
2. Alert your supervisor.
3. Call for medical assistance (a doctor in the house, ambulance, inhalator. etc.)
4. Have someone stay with the victim.
5. Act calmly and unobtrusively to avoid needlessly upsetting the victim or guests.
nearby.
36
39
)
Workers' Compensation Board
The Workers' Compensation Board of British Columbia is concerned with safety and
accident prevention. There are a number of regulations under the Workers'
Compensation Act with which you and your employer must comply. Regulations
governing the following areas are detailed in the "ACCIDENT PREVENTION
REGULATIONS" handbook published by the W.C.B.
Posting of "Notice to Wcrkers" placards
Keeping a copy of regulations
Impairment through use of alcohol. drugs, etc.
Footwear and personal apparel
Fire-fighting
Electrical hazards
FOR YOUR PROTECTION ...
If you have an injury or disease arising at work:
1. Report immediately to the first-aid attendant or your supervisor.
2. Get medical aid if required.
3. Notify your employer and ensure that your injury or disease is recorded. Provide
information on HOW, WHEN and WHERE your injury occurred, or to what work
exposure you attribute your disease.
4. When you receive an application (FORM 6) from the Workers' Compensation Board, an-
swer all questions and mail promptly to the appropriate W.C.B. office.
NOTE: It is an offense under the Act for any employer or supervisor to try to persuade a
worker not to report to the Board any injury or hazardous condition. Although it is
unlikely to happen, please report any such attempt to the W.C.B.
.
37 40
v
TOY YOUDItit
1. Someone has emptied an ashtray, with a smoldering cigarette in it into a waste basket full
of papers. The basket is now in flames. What would you do? What type of fire
extinguisher would you use?
2. An empty glass water pitcher is broken on the shelf above a basket of bread. Some of the
glass splinters may have fallen into the basket. What would you do about it?
3. One of the tables in your station seems to wobble a lot when you're serving guests. What
do you do about it?
4. The toaster Is burning up your order of toast. What would you do about it?
5. Someone has accidentally dropped a pat of butter on the floor. What do you do about it?
6. A fire has started in the dlep frying unit in the kitchen. You are asked to get a fire
extinguisher. What kind shluld you find? If the fire extinguisher didn't succeed in
stopping the fire, what do you do next?
7. A guest has collapsed on the floor, Just after getting up from a table in your station. What
would you do?
8. You strained your back lifting a heavy box. (You knew you should have asked for help).
You are in pain and cannot do your job properly. What procedures should you
follow?
IF YOU ARE UNSURE OF THE ANSWERS TO ANY OF THESE QUESTIONS, ASK YOUR IN-
STRUCTOR OR SUPERVISOR FOR HELP.
38
41
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CHAPTER FIVE
TOOLS OF THE TRADE
Tableware
Every establishment has its own particular selection and style of china. cutlery and
glassware, depending on the type of service offered. The following illustrations will
show you some of the main pieces of tableware you are likely to encounter in most
restaurant operations. The items marked with an (5) are for specialized use, and will
generally be found in restaurants offering Russian or French service.
GLASSWARE
juice
sherbet
water
I
JUICE GLASS -115 ml (4 oz)
2 WATER GLASS 230 ml (8 oz) for serv-
ing water, milk, and soft drinks
3 ICED TEA GLASS - 340 mi (12 oz) for
serving iced tea, milkshakes, sodas
or floats
iced tea
tulip
4 SHERBET GLASS
5 TULIP GLASS for serving sundaes
42
No glasses used in service of alcoholic
beverages are included.
43
1
Round
dinner
plate
DISH WARE
Bread
and
butter
plate
Oval
dinner
plate
1 - DINNER PLATE (ROUND & OVAL)
normally 25 cm (10 in.) in diameter,
used for serving main course.
2 BREAD & BUTTER PLATE -12 cm (5 in.)
or 17 cm (7 in.). used as anderliners
or for serving the roll.
3 SAUCER - used as underlirter for coffee or
tea cup.
44
42
Saucer
2
1
SOUP BOWL -10 cm (4 in.) used for 3
serving soup of the day.
2 SOUP CUP - 6 cm (2 1/2 in.) with or
without handles, used for serving
consommes, or small soup portions.
COFFEE/TEA CUP
4 FRUIT NAPPE -7 cm (3 in.) - used for
serving puddings and compotes.
5 COCKTAIL (SUPREME) BOWL - used for
serving small seafood cocktails.
1
CUTLERY OR SILVERWARE
1 DINNER KNIFE - for entrees
2 STEAK KNIFE - serrated edge, served with steaks
3 FISH KNIFE - served with fish and hors d'oeuvres
4 BUTTER SPREADER - served with bread or rolls
5 DINNER FORK - for entrees
6
FISH FORK - served with fish and hors d'oeuvres
7 SALAD FORK - served with salad
8 COCKTAIL FORK - served with seafood cocktail
9
PARFAIT SPOON - served with parfaits
10
DESSERT SPOON - for soups in soup bowls, hot/cold cereals
11 CONSOMME SPOON - served with consomme
12
TEASPOON - for tea, coffee, fruit cocktail, ice cream
44
46
SERVING UTENSILS
1
SALAD SET - for tossing and serving salad
2
PICKLE FORK - for serving olives and pickles
3 TABLE/SERVING SPOON
4
ICE SCOOP - for serving ice cubes or cracked ice
45
47
SERVING DISHWARE
creamer
teapot
casserole
1 CREAMER - for fresh cream
2 TEA POT for individual servings of tea
3 SAUCE BOATS - large/small, for serving sauces
4 CASSEROLE oval/round, for serving individually baked dishes
46
48
sauce
boat
I -BUS OR BANQUET TRAY
2 - ARM TRAY
3 BAR TRAY
4 - CHANGE TRAY
5 - BUS PAN
LINEN AND NAPERY
Care must be taken in handling clean linen. You should learn which size cloths belong to
which tables. Napkins should only be used for the customer and sometimes for clean
service such as on a plate to carry cutlery to and from tables. Used linen or napkins
should never be refolded since they may be mistaken for clean ones and be given to a
customer by mistake. Rotate your stock of fresh linen on a first-in first-out basis.
NAPKIN FOLDING:
The elaborate folding of table napkins has in recent years decreased because of the
sanitary aspects of over handling. It is also a very time consuming job. Nevertheless,
decorative folds for napkins may still be used on special occasions or functions.
SINGLE ROLL
FAN
48
50
GAS EQUIPMENT:
Most modern ovens, fryers and similar equipment have safety couples on the pilot lights.
This means that the main gas flow will not turn on until the pilot light is burning. When
lighting pilot lights, follow the instructions implicitly and use a long taper to reach the
area you wish to light.
Any closed units, such as ovens, should be approached with care, especially if they do
not have safety pilot lights. If at any time you suspect there has been a leakage of gas,
make sure all gas is shut off tightly, open oven door and wait several minutes until
everything is well cleared or vented before re-lighting the unit. Open burners under
coffee urns and grills do not present the same hazards, but they should be handled with
reasonable caution.
STAINLESS STEEL:
Present day restaurants utilize a large amount of stainless steel. ranging from shelves
and fronts of refrigerator cabinets to cutlery which, when well cleaned and polished, exhibit
an air of cleanliness and sanitation.
Salts, acids and combinations of these are extremely hard on all metals and will cause
pitting and wear. even on metal as hard as stainless steel. Cutlery. whether stainless
or silverware, should never be left lying around dirty or left soaking for too long in water
which may have become contaminated with sans and vinegars. If a chlorine compound is
being used to remove oxidation stains from stainless spoons. forks. etc.. it must
always be used after the cutlery has been washed, and the cutlery then re-washed.
Your Side/Service Stand
The side or service stand is just what the name suggests. If you have it well organized and
well stocked, it will be of service to you and save you endless trips in all directions. As
more than one server is working from the stand, it is each one's duty to keep supplies
stocked up.
The average side stand may have some or all of the following;
Glasses
Serving Utensils
Underliners
Wipe Towel
Saucers Place Mats
Cutlery Extra Salt and Pepper Shakers
Ash Trays
Extra Sugar
Menus
Cork Screw
Matches
Coffee Warmer and Pots
Napkins
Condiments and Condiment Racks
Tea Pots
Crackers
Straws
Hot Drawer for Rolls
Doily
Heated Holding Area for Soups
Change Tray
Water/Ice Jugs
Crumber Wine Basket
Check Book
Champagne Stand
Pencil Butter on Ice
Side Towel Cream on Ice
Folding Side Stands
Not Water
Bread and Cracker Baskets
Use your side stand for holding food from the kitchen prior to serving and not for dirty
dishes. Only non - perishable food items may be left at the service stand. Perishable
foods are brought in just before the serving period. Warmers and other equipment must
be tested before service.
Your guest sees what you handle and how you handle it. Remember all the rules of
sanitation and apply them.
51
53
4
TOY l'OUALI9
1. What kinds of beverages would normally be served in an 8 oz. (230 ml) glass?
2. A dish used for serving an individually baked food is a
3. What kind of plate would you use as an underliner, and what kind of glass would you use
for serving a milkshake?
4. A bowl used for serving puddings or compotes is called a
5. Turn to
the page titled "Cutlery or Silverware'', cover the written description
beneath the photograph. Without referring to the descriptions, name each utensil
and describe what it is used for.
6. You are serving a seafood cocktail. What kind of bowl should it be presented in?
7. Your boss has asked you to stock up the ice cream ser:ce area with the glasses used for
serving sundaes. Which ones will you choose?
8. Name at least ten types of gas or electrical appliances you should learn how to operate.
9. The not plate on the coffee warmer is overheating and spoiling your coffee. What
procedures should you follow?
10. You Ore the first person to arrive one morning and you notice, passing through the
kitchen, that the pilot light has gone out in one of the gas ovens. What should
you do?
11. You are helping set up in a brand new dining room. Make a checklist of items you'll need
to stock your side stand.
(".
52
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CHAPTER SIX
WHAT'S IN A HOLLANDAISE?
(OR. HOW TO INTERPRET A MENU)
Purpose and Layout of the Menu
In addition to knowing how to identify and use the "tools of your trade you must become
very familiar with the kinds of food your establishment serves. Understanding how a
menu is laid out and what various dishes are, is an essential part of your job.
You are responsible not only for serving food but also for selling it. The menu will aid
a guest in seeing what food is available and what the prices are. Using the menu and
your knowledge of how dishes are prepared, you can assist the guest in making a choice
and sell additional items to complement the meal.
Menus should be handled and cared for properly. Those which are multi-coloured, leather-
backed or written on scrolls are very expensive.
A menu is like a business card or a form of advertisement showing the customer what kind of
a restaurant he is patronizing. Be sure that the menu you present to your guest is
clean and unmarked.
Categories of Food
Foods on a menu f?Il into several general categories. The following is a list of the categories
and the veal order in which they would be served.
JUICE
well chilled and generally not sweet
may include: tomato, vegetable or fruit juices
APPETIZER a savory food item served before a meal to stimulate the
appetite.
may include: Hors d'oeuvres, canapes, or relish tray
SOUP
served either hot or cold. Hot soups consist of both
clear and thick varieties, cold soups include jellied
consomme or Vichyssoise.
SEAFOOD usually lobster, crayfish. shrimp, crab, snails, oysters, clams
or scallops. Considered as a class by themselves.
FISH
includes such varieties as salmon. halibut, sole, trout and
cod often served with specie, sauces.
may be included under "Entrees" on some menus.
SALADS usually a coihbination of crisp, fresh vegetables (or fruit).
May be: tossed salad, coleslaw, fruit plate, Waldorf, or
Cae:"^r salad served with dressings such as Thousand
Island, French, Roquefort or vinaigrette (often a specialty
of me house).
55
56
i
ENTREE the main course of the meal, usually built around a meat
such as beef, pork or lamb. May also include stews,
egg dishes and pastas.
CHEESE AND FRUIT found primarily on "formal" menus, may include: Cheddar,
Camembert, Roquefort and Swiss cheese.
DESSERTS
BEVERAGES
a variety of sweets such as ice cream, jello, pudding,
pies, cakes or house specialties such as French pastries
or Crepe Suzette.
may include tea, coffee, milk or specialties containing
alcohol such as Spanish Coffee, Irish Coffee, or Cafe Royal.
Sandwiches. fountain products and short order foods are generally found on separate
snack menus, or on the opposite side of the same menu.
Types of Menus
Most menus list foods in the order you've just read. However, menus differ somewhat
according to purpose. They are planned to include foods best suited to the hour of the
day during which they are to be served.
The Breakfast Menu:
The breakfast menu is usually an A la carte menu with an attached "daily menu's offering a
selection of combinations of breakfast foods at an all inclusive price.
The Luncheon Menu:
The luncheon menu is usually composed of a list of a la carte dishes. Light luncheons and
ready-made dishes are predominant. In addition several table dbOte meals may be
listed.
The Dinner Menu:
The dinner menu is similar to the luncheon menu. It is usual to include more meat entrees.
The Afternoon Tea Menu:
This menu is designed for use between lunch and dinner. It usually consists of a variety of
fancy sandwiches. pastries or fountain specials along with freshly brewed tea and
coffee.
The Cocktail/Reception Menu:
The cocktail or reception menu will vary considerably depending on the occasion. Selection
and quantity of items served are directly proportional to the
price
of the menu. Items
served may include a variety of assorted relishes, canapes and hot or cold hors
d'oeuvres.
Specialty Menus:
Specialty menus may include Afternoon Tea menus, Light or Late Supper menus and
Fountain menus.
A Cocktail or Wine Menu lists the alcoholic beverages including; wines. beers. liqueurs and
cocktails or specialties of the house.
A Clip-On-Rider is attached to the a la carte menu to draw attention to a special item.
A Table Tent is a folded tent-like card advertising banquet facilities. cocktail lounges.
special dinners such as Sunday Brunch, Easter Buffet or other items of interest to the guest.
There are three basic types of menus used. Styles may vary from restaurant to restaurant, but
they will generally fall into one of the types shown in the following pages.
a . .
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56
A La Carte
This is a permanently printed menu that is seldom changed. Each item is listed and priced
separately, allowing the guest to make his own meal combination. The portions may
be larger than those served on the "carte du jour" (daily menu). This menu may be used
at Breakfast, Lunch or Dinner.
co I. y A la Carte
Appethare
CHILLED COCKTAILS:
CHILLED JUICES:
Shrimp or Crabmeat
Okanagan Fruit Goodall
Chilled Okanagan Surype
Apple Juice. Tomato. Orange or
Grapefruit Juice
Small
Large
Soups
Daily Frew Delicious Dinner Soup
Cream 01 Tomato. Cream of Mushroom.
Chicken Noodle or Vegetable Soup
From Our Grill
(Prices include Not Rolls. Tossed Salad. Oinner Vegetable)
New York Steak, Juicy and Tender
.. .
served with- Mushrooms
$
Filet Mignon, wrapped in Bacon. tender and tasty
Choice Cut TBone Steak, Mushroom Caps
Grilled Hawaiian Ham Steak, with Fruit Topping
Deep Fried Half Spring Chicken. with Cranberry Sauce_
Breaded Veal Cutlets. Red Currant Jelly
Grilled Pork Chops with Spiced Crabapple
Oelleloue Desserts
(Baked Daily by Our PaStry Chef)
Fruit Pies
A Is Mode
With Cheese
Cream Pies
Ice Cream. Sherbet.
Dinner Dessert
Beverages
Coffee.
Tea
Iced Tea or Coffee
Milk
cheeses
(Served with Crackers)
Canadian Cheddar
Danish Blue
. 4.
57
58
Carte Du Jour
The carte du jour, or daily menu, lists special items prepared for that day. These are not
necessarily complete meals. Be sure to know exactly what the guest is entitled to on
each "special" and make the correct charge. The carte du Jour may be offered during
breakfast, lunch or dinner and attached to the A la carte menu.
Juice or Green Pea Soup
Or
Tossed Green Salad with a choice of "Teflon" French.
Thousand Island. Miracle Whip or Roquefort Dressing,
FOR THE CLOCK WATCHER'S ONE STOP LUNCHEON
Juice or Soup
Devilled Egg Sandwich
Potato Chips
Dinner Dessert
Coffee or Tea
Entrees
CHICKEN POT PIE
BREADED PORK CHOP with APPLE SAUCE
SMALL DiNNER STEAK wiiiiFA64614ifii
GRILLED SALMON STEAK with LEMON WEDGE
FRESH FRUIT SALAD with RICE CENTER
HOMEMADE DINNER ROLLS
COFFEE o TEA included
(MILK Extra)
Dinner Dessert
Choice of: DINNER DESSERT, ICE CREAM or SHERBET
A
5 9
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Table D'Hate
This is an "all-inclusive" menu consisting of a full course meal with one fixed price for a
combination of items. The Table d'Hote may be found on board ship, in private clubs,
hotel dining room or any place where formal dining room service is offered. This menu
is generally restricted to set hours such as 11:00 a.m. to 2:00 p.m. and 6:00 p.m. to 8:00 p.m.
Table d'HO8te
(Entree Prices Include Complete Dinner)
Soup or Juice Chilled Relish Dish
French Onion Soup or Soup du Jour
Chilled Fruit Cocktail
Tomato or Okonagan Apple Juice
Celery and Carrot Sticks
Ripe Olives and Sweet Mixed Pickles
Crisp Tossed Green Salad
with Choice of French. Thousand Island or
Roquefort flossing
CHATEAUBRIAND JARDINERE (For Two)
The centre Cul of the Filet. The Gourmets Favourite. Specify your wish horn rare to
well done. we will time it to the minute.
TOURNEDOS ROSSINI
Filet Mignon topped with Chicken Liver and Port Wine Sauce. served on a Crouton.
MIGNONNET'TES OF BEEF MAITRE d'HOTEL
Three small Filet Steaks. grilled tO_YOULwiSh. Served with very tasty Parsley. Butter.
GRILLED TOP SIRLOIN STEAK
With Fried Mushrooms. The Steak you will tell your friends about.
SERBIAN SHISH-KEBAB ON RICE LEBANON
The Near East Contribution to mouth.watering Cookery. Morsels of Sirloin
marinated in Wine and Herbs. Grilled on a Skewer with Mushrooms. Green Pepper.
Tomatoes and Onions.
WIENER SCHNITZEL
An International Dish originated In the Capitol of Austria. Breaded Veal Cutlet
topped with Lemon. Anchovies and Capers.
GRILLED FRESH B.C. SALMON STEAK.
B.C.** contributicn to international gourmets topped with special flavored Lemon
Parsley Butter.
HALF DOZEN DEEP FRIED MALASPINA OYSTERS
Served on Toast with a Rasher of Bacon and Cocktail Sauce.
Vegetables
Baked Potato with Sour Cream. Chives and Grated Parmesan
Cheese. Steamed Potato with Drawn Parsley Butter. Creamy
Mashed Potatoes or French Fried Potatoes. Vegetable of the Day.
Dewed
Ice Cream. Sherbet or Dinner Dessert
flearspos
Tea Of coffee
Items are prepared to Order and require 15 to 3) minutes for preparation.
59 60
Basic and Specialised Menu Terminology
The French have been world famous for their cooking for many centuries. As a result. a
number of French words and phrases are used on menus today. The following is a list
of terms (French, and English) with which you may not be familiar. You will often be
asked by guests to interpret items on the menu, so you should understand what they mean.
COOKING I ERMINOLOGY:
Bake:
To cook by dry heat in an oven
Boil:
To cook in water at a temperature of 100° C (212 F)
Stew:
To cook small pieces of meat, fruit, or vegetables at a sim-
mering temperature in sufficient water to cover
Saute:
To fry in a small amount of fat or butter
Roast:
To cook in the oven by dry heat in an uncovered pan without
water. Roasting is used for thick pieces of tender
meat; prime rib, loin of pork.
Deep Fry:
To cook in hot fat at a temperature of 175* C (350' F) to
200° C (400° F)
Broil:
To cook by direct heat; coals
Grill:
Same as broil, except use hot grill plate. temperature 175 C
(350° F) to 200° C .(400° F)
Braise: To brown in a hot container in a small amount of fat, followed
by slow cooking, covered, in a small amount of liquid.
A la King served in a cream sauce with mushrooms, green and red
Peppers
A la Mode
usually ice cream served on dessert. May also mean "in the
style of."
Aspic
jellied meat. poultry or fish
Baked Alaska
cake and ice cream covered with whipped egg whites and
browned in the oven
Bearnaise
sauce consisting of eggs, clarified butter. tarragon and
vinegar
Bouillon
broth
Brochette thin wooden or metal skewer
Canape
bite sizes of toasted bread served with savory foods such as
smoked salmon, tartar, caviar
Champignon mushroom
Chicken Cacciatore
roast chicken simmered in a tomato sauce seasoned with
onions, garlic and peppers
60
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.
vi
Chowder
thick soup or stew of clams, fish or vegetables
Club Sandwich three-decker toasted sandwich with lettuce, bacon, tomato
and turkey or chicken
Coleslaw
shredded cabbage salad
Comp Ste stewed fruit
Consomme clear soup, highly seasoned
Croquette
potatoes which are massted, dried, combined with eggs
rolled into cork shape, breaded and deep fried
CroOtons
smail cubes of bread, toasted or fried in butter used as
salad or soup garnish
Cubed
cut in squares a quarter inch to one inch
Devilled chopped or ground and mixed with mayonnaise
Diced
(Brunoise) cut into cubes less than one quarter inch
Filet
tenderloin of pork, beef or veal. Also boneless piece of fish
Fume
smoked
Glace
ice cream
Hollandaise
sauce with melted butter, eggs, and lemon, used for fish,
meats and "Eggs Benedict" __ _ __ _
Hors D'oeuvres
bite size savory foods, served hot or cold
bacon snacks,
shrimps, oysters, pickled herring
Julienne
cut into thin strips
Jus natural juices. Usually appears on menus as "au jus."
Kosher
orthodox Jewish style of cooking
Marinate
to soak in a prepared liquid or brine
Meuni4e
fried in brown butter
Minestrone thick Italian -style vegetable soup with macaroni or spaghetti
Mornay thick cheese sauce
Puree a thick, sieved soup
Sweetbreads a soft white gland from the throat area of a calf
Stroganoff
beef prepared in a sour cream sauce and spiced
Welsh Rarebit
cheese fondue poured over toast, back bacon, and sprinkled
with paprika
Western/Denver egg mixture with ham, onions and green peppers, cooked
and served as a toasted sandwich
Yams
sweet potatoes
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I
SPECIALIZED TERMINOLOGY:
(These terms will be found primarily on formal menus).
Allumette
matchstick potatoes
Aimandine
with almonds
Bechamel
- a white cre m sauce made of flour, butter and milk
Beignet fritter
Bisque
a thick, rich soup
Bouquetiere
assorted cooked vegetables
Caviar
roe (eggs) of fish, usually sturgeon
Creole Sauce
spicy tomato sauce with mushrooms, green peppers and
onions
Crepes Suzettes
a dessert consisting of thin pancakes flamed with brandy
and liqueur
Du Barry
with cauliflower
EntrecOte
sirloin or New York steak
Escargots
snails
Flambe
flamed with brandy and liqueur
Fondue
a preparation of melted cheese flavoured with wine. May
also be small pieces of meat (or fruit) dipped into hot
fat (or chocolate).
Jardiniere
mixture of garden vegetables
Lyonnaise foods cooked or accompanied with onions
Maledoine
mixture of vegetables or fruits served together
Pale
meat paste (e.g. pate de foie gras is goose liver paste)
Printanier
assorted spring time vegetables
Ragout
stew
Shish Kebab
Shish Turkish word meaning skewer, Kebab
roast meat
refe.ring to lamb
Souffle
light, fluffy baked dish made with eggs, milk and assorted
flavourings
Tartar Steak
raw ground and cut tenderloin of beef, heavily seasoned
Tripe
the first and second stomach of beef. Honeycomb tripe is most
desireable
Vichyssoise
cold potato and leek soup
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63
Meat Cuts: The Mainstay of the Menu
Meat is generally considered to be the most important item in a meal. The meat dish is a
deciding factor when selecting and ordering the accompaniments and wine. Meat is
also one of the major costs in a menu. It is expected that you, the salesperson, will have
a thorough understanding of the various meat cuts which are used in the Food Service
Industry. They can be classified as follows:
(a) Steaks, chops and cutlets
(b) Roasts, boiled and baked cuts,
and stews
The main emphasis is this section will be on steaks, chops and cutlets.
Your knowledge has to be broad enough to:
(a) Talk intelligently about the various cuts
(b) Identify a steak by its name and shape
(c) Know the locations of the steaks in a side of beef, to help you understand the price
of the steak and the quality and tenderness of the steak
(d) Recognize pork chops and cutlets, lamb chops, veal chops and cutlets
63
64
,,
i
Top Round
oven roasts
Bottom Round
pot roasts
moist heat steaks
Sirloin Tip
oven roast
Ground Beef
Stew Meat
PRIMAL CUTS OF A SIDE OF BEEF
Sirloin Roast
Tenderloin
Top Sirloin or Dinner Steaks
Steaks
-Club or Wing
.Bone
Porterhouse
-Tenderloin
-Strip Loin
New York Steak
Tenderloin
of Beef
Stew Meat
Ground Beef
Short Ribs
Stew Meat
Ground Beef
Prime Rib Roast
Short Ribs
Rib Steak
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Fresh Brisket
moist heat
cu:ed
Corned Beef
Stew Meat
Ground Beef
Pot Roasts
Chuck Steaks
Ground Beef
Stew Meat
Long loin of beef number 6 and 8 combined.
Long hip of beef number 8 and 9 combined.
64
65
Pot Roast
Ground Beef
Stew Meat
Beef
Steaks are generally understood to be meat which can be grilled, broiled or pan fried and
prepared to guest's taste from rare to well-done. Preparation time may be from 10-35
minutes for "first category" steaks and sometimes longer for "second category" steaks.
FIRST CATEGORY STEAKS are cut from the hind quarter of beef, with the exception
of the rib steak which is cut from the front quarter. Steaks are shown here in the order
they are located from front quarter to sirloin butt. Refer to the chart for exact location.
FROM THE RIB (5)
PRIME RIB ROAST
RIB STEAK
usually 8 - 10 ounces
with bone
DELMONICO OR RIB-EYE STEAK
boneless rib-steak trimmed of
most fat
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66
FROM THE SHORT LOIN (6)
-
I S-
ye .
/MY
CLUB OR WING STEAK
very similar to the rib steak but has
less gristle. If your establish -
merit serves both club and rib
steaks be careful to identify
before serving. Note: a club
steak which is boneless and trim-
med of fat is called a NEW
YORK CUT (different from an
actual New York Steak!)
T-BONE STEAK
recognized by its T-shaped
backbone. Similar to Porter-
house (following) but with a smaller
amount of tenderloin.
PORTERHOUSE STEAK
there are only 2-3 Porter-
house steaks in each side of
beef. Tenderloin should be at
least 2 inches in diameter.
STRIP LOIN
short loin which has been
boned is called strip loin. Usually
weighs 5.6 kg (12-14 lbs.)
NEW YORK STEAK
cut from the strip loin
66
67
FROM THE SIRLOIN BUTT (8),._
- 4
, v_,
TENDERLOIN
most tender and delicious cut.
Weighs 3-4 kg (6-8 lbs.) before
trimming, 2-3 kg (4-6 lbs.) after trim-
ming
TOURNEDOS
cut from the tip of the tender-
loin, one portion is usually two tour-
nedos
FILET MIGNON
cut from the tenderloin. Only
one steak is served if cut
from the centre two served when
cut from the tip.
CHATEAUBRIAND
The Chateaubriand ,s cut
from the tenderloin "head." It is
prepared for not less than two
persons, and can vary in size suf-
ficient for up to 4 to 5 persons.
TOP SIRLOIN OR DINNER STEAK
cut from the sirloin butt above the
tenderloin
67
68
FROM THE TOP ROUND (9)
Y.,
et
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MINUTE STEAK
The minute steak is cut from
the less tender top round. It
is tenderized by machine
which cuts the fibres. It does not,
therefore, take much time to have
them prepa
"well done."
SECOND CATEGORY STEAKS are cut from the front and hind quarters. They require a
longer preparation time than first category steaks either for cooking (such as braising
for the Swiss steak) or preparation (such as mincing for the Salisbury steak).
SALISBURY STEAK
made of ground beef and can
be grilled, broiled or pan fried.
If the steak is made of lean meat
only, it can be prepared to the
guest's taste of "doneness." Other-
wise it is advisable to have it well
done. Consult your Chef!
SWISS STEAK
can be a cut from the chuck,
or from the bottom round.
it is browned and simmered with
onions in brown gravy.
69
68
p
Veal, Pork and Lamb
The cuts of meat from veal, pork and lamb, which you must be able to recognize are chops
and cutlets. These cuts may be prepared by grilling, broiling or pan frying and are
always well done. The exception is chops from fresh lamb which can be prepared to
guest's taste
well done, medium-pink, but not rare. Chops and cutlets of veal and pork are
sometimes breaded.
Veal
69
CUTLET
boneless cut from the leg
RIB CHOP
cut from the rib
LOIN CHOP
has T-shaped bone
70
Pork
BUTTERFLY PORK CHOP
this is a double thick pork
chop split in the center and
flattened, which gives the
shape of a butterfly.
RIB CHOP
identified by the rib bone
Lamb
In Iamb. usually one rib and one loin chop are served as a portion. The same may apply to
pork it the chops are small. Veal is normally large enough to have one piece per
portion. You have to consult the Chef so that you can advise your guest.
In lamb. chops can be specially trimmed and cut, and are called the following:
71
FRENCH CHOPS
Rib chops with one inch of
the rib bone completely
cleaned of all meat and fat.
Before serving a frill may be
slipped over the bone.
72
f
Food Condiments and Accompaniments
A condiment is a relish, sauce, or food served with a menu Item to complement its flavour. By
supplying the appropriate condiment, the waiter or waitress may add appreciably to
the guest's pleasure during the service of these different kinds of dishes. The following
list provides the generally accepted condiment served with various kinds of food.
BREAKFAST ITEMS:
APPETIZERS:
SOUPS:
FISH:
SALADS:
ENTREES:
VEGETABLES:
SHORT ORDERS:
DESSERTS:
BEVERAGES:
Eggs
Toast
French Toast
Oatmeal
Dry Cereal
Pancakes
Seafood Cocktail
Raw Shellfish
Fresh Fruit
Melons
Half Grapefruit
Tomato Juice
General
Canadian Pea Soup
French Onion Soup
Minestrone
Borscht
Grilled
Breaded & Fried
Romaine Lettuce
Coleslaw
Endive Lettuce
Butter Lettuce
Roast Beef
Pork/Ham
Lamb
Turkey/Chicken
Steak
Oriental Dishes
Curry dishes
Corn-on-the-Cob
Baked Potato
Hot Dogs
Hamburgers
French Fries
Cornbeef Sandwich
Apple Pie
Fruit Pie
Cheese
Fruit
Coffee
,
Tea .
Iced Tea
salt and pepper, ketchup
butter, jam
butter, syrup, powdered sugar
brown sugar. cream
sugar, milk
butter, syrup
lemon, cocktail sauce
lemon, cocktail sauce
cream, sugar, lemon
lemon, lime
sugar
salt and pepper, lemon, Worcestershire
sauce
crackers
half-inch diced croutons
cheese croutons
parmesan cheese
sour cream
lemon, melted butter
lemon, tartar sauce
Assorted dressings -
- Thousand Island
- Vinaigrette
- Roquefort
French
horseradish, hot mustard
apple sauce, fritter or ring
mint sauce, mint jelly
cranberry sauce
steak sauce, HP sauce
Soya sauce
chutney sauce
extra butter, salt and pepper
sour cream, bacon. extra butter,
parmesan cheese. chives
mustard. relish
ketchup, relish, mustard
vinegar, ketchup, salt
hot mustard
cheese
whipped cream, ice cream
butter, crackers. rolls
be cream, whipped cream
cream. sugar
lemon or cream, sugar
lemon, su, it (berry)
72
73
4
i.
1 Tor youwur
1. What are the basic food categories included on most menus? In what order do they nor-
mally appear?
2. What is an "1 la carte" menu?
3. What is a "carte du jour "?
4. What is a "table d'hOle" menu and in what kind of dining room is it usually found?
5. When a guest asks for pie 1 la mode, what does she mean?
6. A guest wants to know what brochettes of beef are. What will you tell him?
7. A guest has requested croutons. What are they and with what kind of food will he eat
them?
8. A guest has ordered "trout meunare." What does "meuniere" mean?
9. Give two examples of hors d'oeuvres.
10. What is a Western or Denver sandwich?
11. Your guest is violently allergic to eggs. Would you recommend a dish that included
Hollandaise sauce?
12. One of your house luncheon specials comes with coleslaw. What is coleslaw?
13. Name three of the most tender, tasty (and high-priced) cuts of beef which might appear
on a menu.
14. How can you recognize a T-Bone steak?
15. Why are Salisbury and Swiss steaks different from most other kinds of beef steaks?
16. Does a veal cutlet have any bones?
17. There are two pork orders waiting to be picked up. One is a pork cutlet. the other is a
pork loin chop. You want the loin chop. How can you tell the difference?
18. What kind of lamb chops are sometimes "dressed up" with a frilly cuff?
19_ What condiments would you offer a guest who has a baked potato?
20_ What is a favourite accompaniment to apple pie (other than ice cream)?
21. What are the four most common types of salad dressing?
74
73
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75
75
4.,
1
CHAPTER SEVEN
SETTING UP FOR SERVICE
Your Opening Duties
Each day the restaurant must be prepared before opening. This is known in French, as "mise
en place- meaning '"put in place." While being assigned to stations you are
simultaneously given side duties or clean up duties. All these jobs must be done before
opening otherwise everyone gets off to a bad start; the waitress never "catches up", the
customer may suffer delay and disappointment. and everything goes wrong.
Opening duties may include all or some of the following:
Turn on lights. electrical or gas appliances, such as toaster. hot water urn, coffee
machine. etc.
Clean carpAt.
Take down chairs.
Set up tables or counters.
Check tables, chairs, counter tops, for alignment and cleanliness.
Check salt and peppers, sugar. ashtrays. menus and napkin supply.
Check and fill cream jugs, check butter, bun warmer, and other condiments.
Make coffee.
Bring out necessary food items. pastries, desserts, bread sticks, mints, etc.
Fill ice bin or check ice machine.
Check and place flowers or center pieces if necessary.
Check all side stand supplies, cups. glasses, plates, cutlery, etc.
A note about side duties ...
Side work and cleaning routines are performed during slack periods and before and after
service hours. They are arranged so that each employee is responsible fcr doing his
equal share of the work load. Respect your fellow employee and work together in
harmony. That's team work! A word of caution
regardless of what side work you are
doing, the customer must be served first.
77
S
Carrying Tableware By Tray
Stocking your station, serving guests and cleaning soiled tables are all activities which may
require you to carry heavily loaded trays. The accidents you see in the funny films,
where two waiters collide with trays and broken dishes flying in the air, are not funny in
real life. It's embarrassing, costly and can be dangerous. Whether you are carrying a tray of
clean or soiled dishes, or food orders, take care in balancing your load on the tray
(heavy or hot items close to the centre) and in picking up, transporting, and setting down
the tray,
-0(
When carrying the tray,
your right hand may be
released for opening
doors.
To pick up a tray bend the knees,
keeping your back straight, pull
the tray towards you with right
hand. Place your left hand under the
tray and bring the tray towards
your left shoulder. Balance tray on
your left hand and shoulder and put
your right hand on corner closest
to you for better balance
straighten
your
knees and
rise keeping your back straight.
Bend your knees when
placing the tray on
a stand or sideboard.
78
To Your Station,
As a part of your opening duties and daily routine you will be required to serve in and
maintain your station the area which includes your tables (or counter) and your
side stand.
The usual procedure in a restaurant or dining room is to have a standard seating plan
called a TABLE PLAN. The table plan is designed whereby the tables are arranged in a
specific manner. The table plan is divided into stations, each station having a specific
number of tables, counter stools, booths, or a combination of these. As a waiter or
waitress. you will be assigned to a particular station becoming responsible for
maintaining the necessary supplies, keeping it clean and in good order.
It is good practice to number the tables, counter stools or booths in sequence if this has
not already been done. Memorize your table numbers and mark them on each guest check to
ensure that the proper order will be served to the right guest. Good organization is
necessary to provide the guest with pleasant and efficient service.
Dividing the dining room or coffee shop into stations and numbering the tables
provides better service because:
You know where you are serving.
The manager knows where you are serving.
If you have a break. anyone can take over your station without difficulty.
If you need assistance, anyone can help you serve your orders.
If a customer complains or compliments, the manager then knows who to speak to.
When coming on duty you should ensure that your station is in good order. Check for
alignment. Tables and chairs should be placed so that there is sufficient room
between them for guests to pull back their chairs and still allow passage way.
It is general procedure for staff to rotate from station to station each day in order that
the more desirable tables may be shared. Tables near pillars, aisles, kitchen entrances
are not usually enjoyed by the guest. Rotating also allows you to become familiar with
various duties connected with the different stations and also relieves the monotony of
doing the same side work daily. CHECK THE TABLE PLAN DAILY TO LOCATE YOUR
STATION.
Setting The Covers
In most establishments where tables and counters are pre-set for breakfast, lunch, dinner, or
coffee and tea hours during morning and afternoon, the type of "cover" is adapted to
the nature of the business. Today's trend is to use a minimum amount of silverware for
reasons of sanitation and labour. "American" service, which is the service of food plated in
the kitchen, is a common type of service in many restaui ants. Pre-setting of tables and
counters plays an important part in making American service fast and efficient.
79
78
What is a "cover"?
Each customer has an area approximately 24 inches by 15 inches in front of him.
Enough silver, napery, china and glassware for one person is placed here and is called a
"Cover" or "Place Setting."
Pre-setting of tables and counters should be for the comfort of the guest and to enhance
service speed and performance. and not for the convenience of the food server. Exact and
careful pre-set tables end counters help to create a good first impression.
Some typical cover arrangements are shown in the photographs that follow. Please note that
many establishments prefer to set coffee cups and water glasses right side up rather
than inverted.
The Counter
A counter is used primarily for breakfast, lunch and beverage service. The cover is often set
on a placemat, which is positioned in front of the chair about one inch back from the
counters edge to prevent scattering of the tableware when the guest sits down. "Basics"
such as full napkin dispensers, salt, pepper and sugar shakers and clean ashtrays may
remain in place between settings.
A note about "basics"
Counter and table basics which remain in place throughout the day must be kept clean and
free of sticky finger prints. Salt, pepper and sugar containers must be kept full. Napkin
dispensers should be packed reasonably loosely, with the fold at the top. Soiled
ashtrays should be replaced with clean, sanitized ones as cigarettes carry germs from the
lips and fingers of the customer. Never empty one ashtray into another to be re-used,
ashes may fly around onto the customers food and the odour is objectionable,
especially to non-smokers.
Setting the Table
A properly set table is a sign of good service. Before setting tables, check them for
alignment ensuring that there is adequate room between them so guests have easy
access and are not crowded. Report any wobbling tables or loose chairs to your
supervisor so that they may be corrected. Ensure that chairs and carpet are free of crumbs.
When a tablecloth is used, make sure that tables have been thoroughly washed down
before the first setting. Check underneath the tabletop for chewing gum and remove any at
once for sanitary reasons.
A silence cloth may be placed on the table first. This eliminates the clattering noise of
tableware being placed on the table. It also prevents the tablecloth from pulling and
slipping to one side.
7
80
79
i
Place the correct size of cloth so that it just touches the seats of the chairs and all
four corners are of equal distance from the floor. Be sure it is right side up, clean and not
torn.
Placemats may be used either on a bare table or on a tablecloth. Tables must be
thoroughly washed before mats are put on. They are positioned in front of the chair and at
least one inch from the table edge. This prevents the cover from getting scattered
when the customer is seated. It should be in line with its opposite on the other side of the
table. A table loses some of its attractiveness if
it hasn't a neat appearance.
Here is the correct method of putting on the tablecloth:
The center fold of the tablecloth is
placed in the center of the table,
right side up.
Hold the underneath part
between the index and middle
finger, releasing the thumb on tiJ top
part.
The underneath part is then pulled
towards you.
81 80
Placement of Silver
Place the silver about one inch in from the edge of the table. Knives and spoons are placed
on the right, with the sharp edges of knife blades turned in towards the plate. Forks
are placed on the left side of the cover. Allow enough room between the knife and fork to
put a dinner plate down without disturbing the silver. Place mats often have a line pattern or
border. Use these lines to guide you when placing the silver to give a neat uniform
look to the table and to the general appearance of the room.
GLASSES:
Water glasses are placed at the tip end of the knife blade and normally left upside
down until filled.
SIDE PLATES:
Side plates are placed to the left of the fork, and slightly above.
SERVIETTES:
Serviette.
are folded and placed according to "House Policy." The fancy folding of
serviettes may be questionable for sanitary reasons due to over-handling.
In establishments where tat.les or counter seats will be occupied twice or three times
during rushhours, supervisors may allow you to make up some extra covers beforehand.
They can be left in an inconspicuous place at the side stand. This practice ;Ian speed up the
re-setting of tables and counters.
In cases where you do not have made-up covers, assemble your required cutlery, napery,
r, lasses of water. etc., on a tray and take to the portable tray-stand by your table. This
is where you can save steps and time by proper organization.
In the coffee shop type of restairant, where one may order anything from a beverage
to a full course meal at art
t is best to place covers according to the item ordered.
In some cases the place -4ing may be started while *:aiting for the customer to order. and
then completed when the order is known.
116,10_
ostr.
Basic table setting for
BREAKFAST
82
81
Basic setting for LUNCH and DINNER.
The cup and saucer is usually
left out, but the teaspoon is part of
the set-up. A small knife or butter-
spreader is placed on the side
plate at a 45° angle. The side plate
is placed on the left side of the place-
setting.
In restaurants with formal service (French), a service plate may be used as part of the cover.
If the service plate has no crest the serviette may be folded in three places and placed
on it. Aperitifs, soups, juices and cocktails are served on an underliner and placed on the
service plate. The service plate is removed just before serving the main course.
The dessert fork and spoon may be placed horizontally just above the dinner knife and
fork (see photo). The bread and butter (side) plate is brought to the table when the appetizer
hao been removed.
83
FORMAL table setting for
LUNCH and DINNER.
82
Try YOUIVelf
)
1. What are some of the opening duties you may be asked to do?
2. What is your station and how do you k ,ate it each day?
3. You are loading a tray with food and beverage orders. Where would you put the pots of
hot te-
4. The c .z..iners jammed some of the tables together in your station. You are setting up for
the day. What do you do about it?
5. What two things must you always do before picking up a tray?
6. You've been asked to preset the counter for lunch. What will you check foe? What
tableware will you include?
7. Why should a clean ashtray be provided for each setting?
8. What pieces of tableware do you use for a basic breakfast cover set on a table?
9. How does the basic table cover for lunch or dinner differ from the breakfast cover?
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CHAPTER EIGHT
SERVING YOUR GUESTS
Types of Service
You will often hear the terms American. French, and Russian service. This chapter deals with
American service as you will filed this type of service useful in most restaurants. The
following is a brief description of each type of service so you can understand the
differences.
AMERICAN SERVICE is the fastest and most economical type of service. All food is
prepared, garnished and placed on the appropriate plate ready for you to serve.
Occasionally vegetables may be served "Russian-style" to add a touch of elegance.
RUSSIAN SERVICE. often mistakenly called French Service, is more elegant than American
Service. Food items are fully prepared and pre-cut in the kitchen, then arranged In an
appetizing manner on silver platters which are then presented to the guests. The food
is transferred individually from the platter to the guest's pl.....3 using a spoon and fork. Table
setting is identical to French Service (see photo, Chapter 7).
FRENCH SERVICE is the most elegant (and expensive) kind of service. It is usually
performed by a service team comprising a "chef de rang" (chief waiter) and a
"commis de rang" (waiter's assistant). Food is partially prepared in the kitchen end
then heated and garnished at tableside by the chef de rang working from a cart called a
"gueridon". French service involves a great deal of showmanship on the part of the
service staff who must be experts in preparing flaming entrees and desserts (e.g..
Spanish coffee. cherries jubilee, etc.).
The Order of Service
The actual techniques of American service will vary slightly to suit the physical set-up. For
instance, serving a guest from behind a counter requires a slightly different approach
from serving at the table. The order of service, however, remains basically the same.
The next few pages explain the service procedures step-by-step from taking the order
through to presenting the guest check.
Time of Day
Each meal of the day requires a slightly different service approach, not only because of the
obvious differences in type and quantity of food, but also because of the time require-
ments of guests. Whatever the time of day, guests should receive your best st.
.. e.
BREAKFAST SERVICE is particularly im,7ortant because it can start the day off well
for badly) for the guest. Many people are "out of sorts" until they have had their
morning coffee. You'll find the majority of guests will want their first cup of coffee as soon as
they sit down. Many people also, are in a hurry or have little appetite. Breakfast should
be served in courses unless the guest especially asks that the whole order be served at
once.
LUNCHEON SERVICE generally falls into two categories: business people who want
quick service, and parties such as shoppers and tourists who prefer more leisurely service. It
is your responsibility to provide quick service to the first group, but to avoid making
those of the second group feel they are being' hurried.
DINNER SERVICE is usually a time for more leisurely service. Most guests will want
plenty of time to enjoy each course, but will not want annoyingly long waits between
courses. Observe the progress of each course throughout the meal in order to ensure a
smooth flow of service from course to course.
87
85
..0
x,
Welcome Your Guest
Once guests have been brought into your station, it is your responsibility to make them feel
at home. Assist in seating them comfortably before presenting the menu. Greet them
with a smile and an appropriate greeting such as "Good Morning", "Good Afternoon"
or "Good Evenirg".
Present the Menu
:"4
88
86
The menu is presented opened to the customer and whenever possible to the left of the
customer.
To open a menu pick the menu up with the folded edge towards you, slip your middle
finger into the fold and open it.
A beverage or liquor menu may be presented before the food menu.
Menus may be given to ladies first or passed clockwise around the table. You may be
instructed to find out who is the host or hostess in which case, start to the right of this
person.
Be sure to point out any "house specialties" or specials of the day. Give the guests a
sufficient amount of time to read and discuss the menu before taking the order.
PLEASE NOTE:
If alcoholic beverages such as cocktails or aperitifs are desired
before the meal, they may be ordered and served before
the food order is taken. See the chapter on "alcoholic
beverages" for correct procedures for serving alcohol
before, during and after the meal.
Serve Wafer
In the American Cover, glasses are placed upside down. They are reversed as soon as the
guest is seated and immediately filled with ice water. Extra covers ere removed from
the table.
The presence of a filled water glass will let your supervisor or manager know that you
are attending to the customer.
Many people are thirsty on arrival. Some may have to take medication, especially at
breakfast time.
In Ame
an Service liquids are served from the guest's right with your right hand.
89
87
Take the Order
. .T
Taking the order involves a lot more than just writing down a list of food items. The first
question many guests ask when ordering is "What's good today?" or "What do you
suggest? " This will give you an opportunity to use a tittle suggestive selling. Knowing
what is on the menu (including new dishes and daily specials) and how the food items are
prepared is most important.
Learn to know when and what to suggest by studying your customers as you prepare to take
the order. Recognize whether your guests are undecided because they:
don't know the items on the menu or how they are prepared
are entertaining and unsure of themselves
are on a diet and need special attention
are occupied in conversation
may be on a budget
Everyone (including you) benefits when you master the art of suggestive selling. but it must
be practised daily. To be a good salesperson:
SELL FOOD by recommending things to the undecided customer
Make definite suggestions
Sell profitable food items and specials of the day
Know your menu and how the items are prepared
.
When serving from an a la carte menu suggest appetizers, salads, and soups
before the main course, wine with the meal, and desserts, cheese, liqueurs, and
coffee to finish the meal
Recommend "ready to serve" dishes to customers in a hurry
Know the cooking times for the various dishes on the menu
Make your description of the food items that you are selling sound interesting, using
words such as chilled, fresh, crisp, new or hot, delicious and cold
90
88
I
When taking an order use a good sharp pencil (pen may be used) and press hard In order
that the duplicate will be easy to read. Print legibly and neatly; don't write! The
reasons for this are obvious, your customer would like to make sense from his sales
check, the cook often has to read it, the cashier must be able to read it, and quite probably
the manager or someone wanting to make a food check will have to read it. The cooks
may have to read it from a distance, the cashier sometimes has to read it at rush periods
and at times, a customer has to read it in dimly lit surroundings.
Ask if separate checks are desired (except in cases where there is a host or hostess).
This can save not only difficulties for the guest but also time in having to recalculate
separate bills later.
Stand erect and to the left of the guest. Adopt an attitude of attentive listening. Hold your
sales book firmly in your hand. Never rest your book on the table when taking an
order.
Listen attentively. make sure that you are not confused. Read the order back to ensure
correctness
do this quietly. Watch the little things
if the guest says brown
toast - that is what is wanted. not white. These are little things. but they are the points on
which so many mistakes are often made. The guest may not always mention it but will
probably remember it. so pay attention. get the order correct, then deliver it that way.
Before you leave the customer you should know, f example:
If they would like Bar Service. If so. would they like it before or with the meal?
Is Pre sandwich on white or brown bread?
Is the beverage to be served now or later?
What condiments are required?
Can you sell RA extra item
soup or juice, and appetizer?
Would they ;ike french fries with a sandwich?
Are they in a hurry. or on a diet?
How do they wish their steak done?
What type of dressing on the salad?
What type of potato or vegetable?
Do iney wish coffee now, with the order, .s later?
Repeal the order back to she customer. The order must be understood and agreed on by both
parties. It reduces fatigue and confusion for you. and it maintains harmony with the
kitchen staff. ft also eliminates some food and labour waste.
Say "Thakx-you" and move quietly and efficiently away from the table, gathering the
menus as you leave. If it is breakfast service. check for "Coffee now?"
91
89
f
7
V
A SYSTEM FOR WRITING THE ORDER
Sticking to a particular system of writing down orders will help you when it is time to serve
the orders. it will also help both the kitchen and the cashier if you have written things
legibly. in a logical order, using standard house abbreviations.
Some suggested abbreviations are:
Sal.
Salad
S
Soup
Con. Consomme
Sh. Ct.
Shrimp Cocktail
Aj.
Apple Juice
Tj. Tomato Juice
0j.
Orange Juice
FM (R)
Filet Mignon Rare
ST. (MR)
Steak Medium Rare
Rt. Bf. (WD)
Roast Beef Well-Done
Fr. S
Fruit Salad
Fr. C
Fruit Cocktail
Asp.
Asparagus
Car.
Carrots
ft.
French Fries
Cof.
Coffee
T
Tea
M
Milk
To provide smooth, unobtrusive service, orders must be systematically taken. Without a
definite procedure for doing this the taking of orders for a group can be confusing.
Use blank slips for larger parties of five or more. Guest's often change their mind in
giving their orders. and the menu slip on which you can cross out items prevents ending up
with a messy bill. If you are taking order:, on individual bills the menu slip is not
necessary.
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A good system to follow is to mentally number all the chairs at a table in a set pattern.
Once this is done it will not be necessary to change the number no matter which station
you may work in the dining room. As you print the guest's order put these numbers down on
the menu slip or if individual checks are used place the number in the box provided
for "No. Served." It would then read "No. Served" 1-1, 1-2, 1-3 and so on.
Serve Rolls, Crackers, Butter and Juice
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The rolls and crackers are broght in a basket along with a dish of butter on ice. The basket
and butter dish are placed in t:14 center of the table, if used by two or more guests, or
at the left of the bread and butter plate if used by one person only. The rolls should be
served warm.
The glass of Juice is served on an underline' and should not be too full. Condiments and
a teaspoon for stirring should be included when necessary.
93
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A note about portion control
In the food industry many of you will become familiar with the term Food Cost and how
it can be controlled. Every item that you sell has been costed out to arrive at the proper
selling price to include payment of all foods, wages, overhead, plus a profit. It is therefore
essential that you be conscious of the cost of various food items. If you scoop ice
cream, ladle soup, or cut up pies, be certain of the correct portion otherwise you may be
costing the establishment money. Know the rules and regulations concerning the re-use of
butter, rolls, cream, dressings and other food commodities.
Place and Pick Up The Order
In most operations the waiters and waitresses look after picking up their own appetizers,
soups, juices, desserts, beverages, roll and butter or other condiments. Placing the
order for the main course will depend on the size of the operation. Some large
operations will have separate sections and different individuals engaged in specific
operations. For example, there will be one section where you order roasts or ready-to-
serve foods, another for short orders such as steaks and chops, and another for your
salad or cold meat orders. Again, in smaller operations these may all come from one
individual at one station. When placing the order you must follow the procedures
established by the "house."
- I
The sales check is placed on an order wheel or rack in the kitchen, where the cooks
read it. and prepare and put up the orders as requested. When placing the order you
must ensure that the cook is aware the order is being placed.
You do so by calling "Order In" or "Ordering." You can see from this the reason for
legibility in your writing, and for indicating everything required, especially any changes or
things differing from normal. It is important that the sales checks are placed on the
order wheel in correct sequence to ensure that the guests are served in their proper turn.
When the order is ready the cooks place the check with the matching order.
This is another reason why it may be to your advantage to put each guest's order on a
separate check. When the orders are put up in the kitchen there will be one check for each
entree, this will help prevent confusion in finding your order.
When picking up an order check that it Is correct, complete, and tidy in every detail before
leaving the kitchen. By following this procedure, you will avoid unnecessary
embarrassment in the dining room
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Communication. With The Kitchen
At all times maintain effective and open communication lines with the guest, kitchen and
management. Be sure to repeat the guest's order to ensure its correctness, double
check if you are not sure. If there is any delay in service, or changes of menu items, keep
the guest informed. Se attentive, listen carefully, and speak in a clear voice.
Good communication with the kitchen can be achieved by:
Understanding the kitchen procedures.
Knowing how to order and where to order from various stations in the kitchen.
Knowing what can be substituted or changed on the menu.
Knowing your menu and how the Items are prepared.
Avoiding unnecessary noise and conversation in the kitchen.
Using the proper menu abbreviations as set forth by management.
Following the chain of command.
A good relationship between service staff creates harmony and a happy atmosphere.
Timing Your Order
In some establishments you are. required to know the cooking times of the menu items and
order the food accordingly. If for example you have two orders, one for a rare steak
(approximate cooking time 25 minutes) and one for double lamb chops (approximately 40
minutes), you would place the order for the double lamb chops 15 minutes earlier than the
rare steak order. This is known as staggering your orders. In other establishments tkr..
chef will automatically stagger your orders. It is important therefore to know which
system is being used in your establishment.
Take your check. look at it and compare the food against your orders. It is your
responsibility to see that each order is complete as ordered.
Hot foods must be hot and served on hot plates, if you have an excessively hot plate.
warn the guest. Cold foods must be served on cold plates. Foods should have good eye
appeal and look appetizing when served. In any operation, you will not be required to
serve an order that is incorrect.
When working a station you may have one party that is just starting on juice, another
on their main course. still another on dessert ani so on. Do not work in confusion.
Organize your work. save steps and time to make your job easier. When you have carrying
room do not make several trips to the kitchen but combine your tray orders. Serve ice
cream before it melts, followed by those items which cool the fastest.
The appetizer or cocktail, juice or soups is served and cleared first. If a side salad is to
be served it is usually brought just before the entree. Some guests. however, prefer their
salad after the entree.
Everyone in a party or group should be served the same course at the same time. This
seems elementary yet people have been seen at the dessert stage while one member is still
awaiting the main course.
Correct timing will come through practise, efficient ,.,lanning. and of course, with the co-
operation of an efficient kitchen. Timing is important with the serving of food to avoid
any lengthy lapses between courses. Once you have served all the main course items,
check to see it anyone would like their beverage with their meal and when you are sure all
the accompaniments are down and nothing is missing. leave this party and attend to
your other customers.
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1
Using An Arm Tray
The arm tray is balanced on the palm of the
left hand and forearm, and carried about
waist high. The tray stays in this position
and the right hand is used to serve directly
from the tray. Food items and underliners
are separated wnile on the tray then
combined when placed before the customer.
This method of serving is seldom used in
dining rooms, but more in the tea room type
operations, coffee shops, and for banquets.
The arm tray may also be used to carry
the required silverware, glasses, serviettes,
place mats, etc., when setting up a table.
The Side Towel
The "Arm Towel" or "Side Towel" is
used in formal dining room service and
occasionally in coffee shop service to handle
hot plates. It is kept neatly folded and
placed over the left forearm. It must always
be clean and changed frequently if necessary.
However, some dining rooms may
require all plates at all times to be handled
in this manner. Once again you must follow
House Policy. Sometimes the side towel
is used to wipe the bottom of a plate before
placing it on the table. This avoids marking
the tablecloths and having to change
them frequently, which in turn saves on
linen and labour costs.
"Rules of Thumb" For American Table Service"
1. Serve food to the left of the guest with the left hand and remove soiled dishes from the
right, with the right hand. Dishes should always be served with the hand farthest from
the guest. This will lessen the chance of having an accident if the customer should
move suddenly. if you must reach in front of a guest, excuse yourself first.
2. Items such as bread and butter, toast or side salad which go to the left of the cover, are
placed with the left hand and removed with the left hand.
3. Beverages are served to the right with the right hand.
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Serve Appetizer
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The appetizer may be seafood or fruit cocktail, a canape, a savory, etc. It is served first.
SEAFOOD COCKTAILS may be served in a small cocktail glass or in a "Supreme"
compartment dish. Fill the bottom section with crushed ice. Place cocktail in the top section
and set it on the crushed ice. Garnish and place on an underliner. A cocktail fork is
brought with the order and placed with the right hand to the right of the knives or may be
left on the underliner as shown in the photograph. Serve cocktail sauce.
FRUIT COCKTAILS are served in a low, footed glass, garnished, and served on an
underliner. An extra teaspoon should be brought at the time of service and placed to the
right of the knives or left on the underliner as explained above.
CANAPES, SAVORIES, etc., are usually served on a small plate and should have a suitable
knife and fork served with them. Do not remove dishes until all guests are ready for
next course.
Servo Soup
Soup should be stirred well before ladling into the soup bowl to mix it well so that the
customer does not get just the liquid. Soup may cool rapidly in air conditioned rooms,
try to get the soup to the customer as hot and as quickly as possible.
Place on an underliner just when ready to put it in front of the customer.
Once again, when all guests at one table are finished, remove soup or juice service,
crackers and wrappers.
Serve Side Salad
The side salad is served ahead of the main course and is placed directly in front of the guest.
A salad fork is placed to the left of the dinner fork. Salad dressing is served from the
guest's left. Bottled dressings that remain on the table should be on an underliner. The
guest may wish to eat his salad with or after his entree. In either case you should politely
move the salad a little to the left and above the bread and butter plate, then place the
entree in front of him.
Before serving the main course make sure that everything you will need is at hand.
Serve The Entree
Cold foods, extra silver, and condiments should all be at hand and ready to use before the
hot items are brought from the kitchen. Hot foods should be served first. The only
exception to this is where "House Rules.' require you to serve ladies first. If a lady
ordered a 'cold plate' you would serve this before serving hot food to the male guests. All
entrees should be placed with the meat directly in front of the guest.
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Serving With Spoon and Fork
It may be house policy that you serve vegetables or the first serving of a casserole using a
spoon and fork.
Note the position of the first finger which is inserted between the spoon and the fork, giving
initial leverage and enabling the food to be firmly held. The spoon is supported by the
second finger. Handles of both spoon and fork rest in the center of the palm, where they
can be kept "locked" with ease.
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Serving a Casserole
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In using the serving spoon and fork to serve a
round object such as a potato the fork is
inverted to follow the shape of the food.
The serving dish is positioned low down,
almost touching and slightly overlapping
the guest's plate.
In some restaurants you may be required to
serve the first portion or all of the casserole
onto the customer's plate. This will be
done with the casserole and underliner
remaining in your left hand while you serve
with your right hand. The casserole is
served from the guest's left side.
Place a clean hot dinner plate in front
of the guest. The casserole is put
on an underliner and placed above
the dinner plate along with a serving
fork and spoon.
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See That Your Guests Are Receiving Good Service
Soon after the meal has been served you should ask if everything is satisfactory. If it is not
this will give management a chance to correct the situation. It may also catch a
kitchen error such as over-salted soup, scorched gravy or sauces. Such errors can be
quickly removed from the menu before more orders are served.
Check water glasses, butter and roll supply etc. Be sure to know what your house policy
is on serving extras or refills. In some places, items such as more butter, another roll, or a
refill of coffee are included. Other establishments consider these to be extra cost
items. Be sure to let your guest know if there will be an additional charge.
'CHECK FOR SATISFACTION THROUGHOUT THE COURSE OF THE MEAL
Clear The Table For Dessert By Hand
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The first plate is removed from the
guest's right side with the right
hand. It is then transferred to and
positioned in the left hand. Support
the plate with your three fingers,
leaving the small finger and thumb
free.
All plates that follow are then placed on the
left forearm using the small finger and
thumb for support. Food is then scraped on
to the first plate.
Scrape the plates but be careful to do the
scraping out of view of the guest.
The cutlery may be placed across the top
plate.
Dirty plates, dishes, and glasses, may then be
stacked in bus pans or on trays for
removal to the soiled dish section.
101
99
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By Tray
When clearing a table,
remove larger plates
first and stack them
in the center of the
tray. Then stack
and place the smaller
plates and saucers
around these. Silver
should be kept in
one corner on a cloth
to prevent noise and
slipping.
The handles should be towards the edge of the tray for easy unloading in the kitchen. It is
best to bus glassware separately to reduce the posibility of breakage. Paper mats and
serviettes may be rolled or folded and placed on top of the stacked dishes. Practise will
help you to load the tray so that it has good balance. Know your limitations
do not
overload the tray.
Bus pans should be preferably located out of sight. Make sure they are clean inside and
outside, kept odour-free, orderly and not overloaded. Often it is impossible to keep
them out of view, such as under a counter, therefore they will require your constant
attention to avoid an objectionable situation. Glasses should be bussed separately to
eliminate breakage. If you have enough space available for an extra bus pan, you
should keep teapots and silverware separate. This will cut down on the workload in the
dish pantry. Proper bussing is much appreciated by the dishwashing staff, creates harmony
and cuts down on breakages and extra labor.
Serve Dessert
Present menu to the guest for dessert order. Soiled dishes, used and unused silver,
condiments and bread and butter plates should have previously been cleared away.
Leave the basics, the beverage cup and the water glass. Crumb the table onto a bread
and butter plate, using a folded cloth or a serviette or crumber. Remember that crumbing
may be necessary at other times. Replace teaspoon if the original one has been used.
Work quietly when gathering and removing china and silverware.
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Servo Beverage
A choice of desserts or pastries should be
presented to the left of the guast.
French pastries are transferred from a tray
using tongs or serving spoon and fork
to a plate in front of the customer.
Parfaits are served in tall special parfait
glasses on an underliner and with a long
handled spoon.
Pies are served with the point facing the
customer.
Place appropriate silver according to
house policy.
The beverage may be served before, during, or after the meal according to the guest's
wishes
Tea and coffee cups are placed at the customers right side. Tea pots and coffee pots. if
used, should be on an underliner and placed above and slightly to the right of the cup
and saucer. If individual creamers are used, do not contaminate the cup by placing the
creamer inside. Handles should be placed so that the customer does not have to twirl the
cup around to pick it tip. The spoon handle should parallel the cup handle at a 450
angle to the customer or be placed on the table beside the cup and saucer.
If milk is poured from a milk dispensing unit it should be placed on an underliner just
before placing it on the table. If the milk is in a packaged unit. the package and the
glass should be brought and put on underliners at the table. It may be part of your duty to
open the unit and pour it for the customer. For sanitary reasons glasses must never be
inverted over a container. The milk glass is placed to the right of and a little below the
water glass.
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101
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GUEST RECEIPT
Be sure that your check has been properly totalled. If liquor is served it must
be included in
the total. The correct customer count, your service number or initial and table number
must all be shown.
The check must be clean and presentable with no spillages or grease marks.
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102
Present Guest Check
Total the bill. Be neat and accurate and make certain that all the items served are included
and priced correctly.
The check may be put face down either directly on the table or on a change tray. Sometimes
matches, tooth picks and/or mints are placed along with the bill.
Place it to the left of the host. If separate checks are used they should be placed to the left of
each individual.
It may be a part of your duties to take the money and check to the cashier returning with the
change.
Be sure to thank the guest. Indicate that it has been a pleasure to serve him and that you
hope he will return again.
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103
Look After Your Check Book
When you are issued a check book you are responsible for it, and you may have to sign for it.
You must never destroy or throw away a sales check. Do not erase on a sales check. If
you have any reason at all to change it have it voided by someone in authority and write
a new one. In some restaurants you are charged for lost checks at a rate based on the
average check value.
Each server has his own book that identifies him or her to any supervisor or cashier. In each
book the checks are numbered consecutively for control and checking purposes.
Management may take surveys and other information from the sales checks; e.g.,
customer counts, individual food sales. sales per waiter or waitress.
At the end of each day the checks are put back into book form. In this way errors,
missing checks, abused checks. etc.. can be located and the mistakes rectified.
Before going on shift, put a few pieces of blank paper at the back of your book. These
can be very useful for listing any price changes or specials for the day and can save you
time during the day.
A good checking system is an essential pan of control in any hotel or restaurant operation.
The item ordered by the guest must be controlled at various intervals. In food outlets
the checking systems are fundamentally the same except for a few details depending on
the type of operation.
A check is written proof that a customer has been served the items he ordered. If a
dispute arises adjustments can be made and the waiter and department concerned notified.
No food from the kitchen should be issued without the proper check. Each waiter or
waitress must have presented the check to the kitchen before being given the order. The
check must be printed legibly. and correctly priced.
Clean and Rent Tables
Soiled tablecloths and placemats should be removed in preparation for re-setting tables. Use
a clean cloth for wiping table surfaces and chair seats.
The wiping cloth is usually made of white terry towelling, and of a size that when folded
properly. can be contained in the palm of the hand. The method of folding is
once
in half, then into three. This gives an instant clean surface just by changing the folds
around, and is especially useful when tables are badly soiled or spillages have occurred. It
also keeps the cloth under control and prevents crumbs, etc. from flicking around
onto the chairs, the floor, or customer's clothing.
1°6
104
The cloth must be cleaned and sanitized frequently. During busy periods, try to have a
few clean cloths ready to replace the soiled ones. After wiping down a table, use a clean
cloth to wipe down the chairs.
When you are wiping (washing) a table down, use straight even strokes across the
table. You will not miss a spot and will conserve energy. Include the sides of the tables
or counters to make certain that you remove sticky, marking substances such as ketchup,
chocolate and gum. The next customer may easily get this on his clothing (and
demand that management have his clothes cleaned), or your own uniform could gat
marked giving you an untidy appearance. Never put a place mat or fresh tablecloth on until
the table has been cleaned in this manner.
Reset the table with all tableware and linen necessary. Be sure to check that salt,
pepper and sugar dispensers are clean and full.
Closing Procedures
At the end of each service day, the restaurant must be cleaned and tidied in preparation for
the next day. Just as you have been assigned opening and side duties, you will also be
required to assist in some of the closing procedures.
,.
Closing duties will vary from restaurant to restaurant. These may include any of the
following, depending on house policy.
Clean and fill salt, pepper, sugar, etc.
Clean and fill vinegar bottles, oil bottles, mustard and horseradish.
Wash and clean sauce bottle tops.
Empty all sour cream, relish dishes, etc., where used.
Empty and clean all cream jugs, and refrigerate creamers.
Clean and refill syrup jugs.
Check for burning cigarettes or other fire hazards in waste areas.
Wash all ashtrays.
Put away pastries in proper containers and store at proper temperatues.
Replenish all side stand supplies; glasses, cups, saucers, paper goods, etc.
Wash, dry and polish table tops, counter tops, side stands and trays.
Empty ice containers and flush with hot water and soda.
Turn off (or down) the various electrical or gas appliances; e.g., toaster, coffee machine,
hot water urn, bun warmer, coffee warmers, etc.
Rinse reusable coffee filters in hot water and leave to soak in cold water.
Separate and put away silver.
Clean out bun warmer.
Put up chairs.
Ensure safe lock-up of premises.
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4
Serving At a Counter or Booth
The only real difference between booth or counter service and table service is where you
stand in relation to your guests. At a table you are able to move to the right or left of
guests. At the counter or booth this is not possible. The following photos will show you
how to handle counter and booth service.
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Counters are mainly designed for fast service and a rapid turnover so service may be
less elaborate. When serving at a counter you are serving from in front of the guest. As you
place the items in front of him REMEMBER THAT HIS LEFT IS ON YOUR RIGHT.
The area under the counter is planned to provide space for all necessary supplies as well as
bus pans for soiled dishes, glasses and silverware. Part of this area is always visible to
the customer, therefore it
is important to keep it clean and neat at all times.
108
106
Booth Service
The guest on the LEFT is served with the right
The guest on the RIGHT is served with the
hand. LEFT hand.
FIRST SERVE THE GUEST FARTHEST FROM YOU.
REMOVE SOILED PLATES WITH THE HAND NEAREST TO YOUR GUEST.
SERVE THE NEXT COURSE WITH THE HAND FARTHEST FROM YOUR GUEST.
Remove with the
left hand.
Serve with the
Remove with the
right hand.
right hand.
Serve with the
left hand.
This method allows you to serve rhythmically and smoothly. It is less tiring and lessens the
danger of spillage.
109
10.7
Serving For Special Functions
The methods of good dining room service apply to a large extent to banquet service. There
are a few differences of which you should be aware.
The arranging of a banquet requires above all, organization and precision. As soon as a
banquet has been booked a function sheet is sent to all departments concerned. The
function sheet must include such information as:
Day
Date
Time
Room
Menu
Types of wine
No. of people
Table arrangement
Decorations Name of organization
Price
The information is sent to the following departments well in advance of the function.
1. Chef (food)
2. Banquet Manager (table arrangements)
3. Housekeeper (for linens and serviettes)
4. Bell Captain (guest arrivals)
5. Plate Room (dishes, silverware, glasses)
6. Still Room (rolls, butter, coffee, milk)
7. Purchasing (liquor, wines and all other items necessary)
A table plan is set-up dividing the banquet hail into various stations, each station having a
certain number of tables. Each waiter or waitress is then assigned to a station. When
arranging the table plan, the following points must be considered.
distance of station from the kitchen
number of guests per station
type of menu served
distance of station from dish room
type of service
arrangement of the tables
For each function, and for the various room or facility sizes, a different table plan may be
used. In any case these table plans have been tested by careful planning and
placement of the tables. Tables are usually numbered especially for the larger functions
since both the waiter and guest are assigned to specific tables. A waiter may have as many
as three round tables with 10 guests at each table. He must be well organized to
perform his duties efficiently.
108
110
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The following illustrations show some possible ways a banquet room may be
arranged.
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Arranging and Setting Up For Service
It is important that the room is clean. tables and chairs properly aligned, all tables arranged
according to the function sheet, and the table cloths and silencers correctly spread. If
there are service stands be sure they are well stocked and supplied and all equipment is
In good working order.
The cover or place setting is set according to the menu which may include five or more
courses. Teamwork is essential since one person may place all the forks, another the
knives,
another the glasses and so on until the cover is complete. Glasses are arranged in a
line from the knife down in the order that they are going to be vi.ed.
111
109
Serving and Clearing
In serving a banquet the aim is to have each guest served the same course at the same time
Service must be carried out with precision. The head waiter or banquet captain, gives
signals to bring in and remove dishes.
Service staff are carefully instructed as to the various courses, given a place in line
and are required to keep that place and leave or enter the dining room according to
exact instructions.
Each person is served in the order they are seated without regard to sex or age. The
exception to this rule is at the head table where the guest of honor is served first.
Signals are carefully explained so that everyone understands the slightest signal by the
head waiter and reacts instantly. As each course is served step back and stand erect. Upon
the signal to remove each course. Dishes will be removed by hand or tray, depending
on house policy.
In the kitchen the steward will designate a place for every type of dish that is returned
from the dining room.
The service of the various courses at a banquet differs slightly from the regular dining
room service. In plate service the basic guidelines to follow are:
1. Serve from the guest's right with the right hand, work in a clockwise direction around the
table.
2. Clear from the guest's right with the right hand, clockwise.
3. Beverages are served from the right with the right hand, clockwise.
When food is arranged on platters (Russian Service) the basic guidelines to follow are:
1. Empty plates are set before the guest from the right side with the right hand, clockwise.
2. Food from the platter is served from the guest's left side, holding the platter in the left
hand and serving with the right hand, move counter clockwise.
3. Service is performed with serving bi:non and fork.
4. Clear plates from the right with the right hand, clockwise.
Alcoholic Beverage Service
Aperitifs, wines and liquor can be either paid for by those giving the function or on a cash
basis to the individual guest.
A special reception bar is provided for a function of any size to facilitate this service. The bar
is set-up near or in the function room itself. A licence for this bar stating the hours of
service is usually required by Law. The waiter or waitress is responsible for seeing that
no drinks are served after the time limit has expired.
If cigars and cigarettes are provided they are either passed around in small boxes or
placed in glasses at various intervals on the table.
110 112
[ ten. mow )
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1. How do you present a menu to your guest?
2. Which side of the guest do you pour beverages from?
3. Three guests are seated at a table set up for four people. Should you remove the extra
cover?
4. You want to encourage your guest to have a side salad with lunch. What would you say
to make it sound delicious to him?
5. Your guest has ordered a steak, potatoes and coffee. Before you place your order with
the kitchen what other details will you need?
6. What do these standard abbreviations stand for?
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7. Why should dishes be served with the hand farthest from the guest?
8. From which side do you remove soiled dishes in table service?
9. After you have presented the menu, what is the first service you perform?
10. Give at least six examples of closing duties you might be asked to perform.
223
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CHAPTER NINE
PREPARE BEVERAGES AND FOUNTAIN PRODUCTS
Hot and Cold Beverage*
In many establishments you may be required tc prepare a number of different beverages
such as coffee, tea, hot chocolate, floats and milkshakes.
Beverages quench thirst and add variety and sometimes food value to a meal. A good meal
can be spoiled by a poor beverage, so care should be taken in the preparation.
Coffee
Coffee comes from an evergreen tree which originated in Abyssinia and Arabia. The beans
are located in berries about the size and colour of a ripe cherry. There are two seeds
or beans in each berry. The coffee beans are shipped "Raw" and are roasted and
ground at their destination.
Coffee has no food value. Its chief constituents are: volatile oil which gives coffee its
flavour and aroma, caffein which is a stimulant and tannic acid which causes the bitterness
in coffee and tea. There is approximately the same amount of caffein and tannic acid
in both coffee and tea. Once coffee is roasted, it begins to lose its flavour and aroma
with the escape of the volatile oil. Ground coffee will lose its flavour very rapidly unless
packed in vacuum containers.
PREPARING COFFEE
A "good" cup of coffee is gi flavourful beverage free from bitterness (as little tannic acid as
possible) and grounds. There are a number of methods of brewing coffee depending
on the type of equipment used (dripolators, vacuum, urns, percolators. etc.). The
principles of preparation are essentially the same for all methods. Follow these procedures:
1. Always use spotlessly clean equipment.
2. Always use fresh cold water.
3. Water should be heated to about 95°C. (not quite full boiling).
4. Measure amount of coffee accurately. For pre-packaged coffee follow the
directions.
5. Remove grounds immediately after coffee is brewed.
6. Coffee must be maintained at a temperature .,1 84-86°L. (185-190°F.) and never boiled.
7. Coffee should not be held for more than an hour.
8. Never reheat coffee as it loses its flavour.
Tea
Tea is prepared from the leaves of a shrub cultivated in China. Japan, India, Ceylon and
other areas of Southern and Eastern Asia.
Like coffee, tea is used as a beverage because of its flavour and stimulating quality. It has
no food value, its principle constituents being caffein, tannic acid and a volatile oil.
When the leaves are placed in boiling water, caffein is extracted very rapidly. The tannic
acid will not dissolve as quickly as caffein or the volatile oils. So it is possible to make
tea which will be mildly stimulating, flavourful yet with little tannin in it to make it bitter.
117 113
Preparing Tea
Tea is often served in individual pots with an extra pot of water on the side. To make a good
cup of tea:
1. Pre-heat the pot by scalding it with fresh boding water.
2. Pour out water and put fresh tea bag or leaves in pot.
3. Fill pot with water at full roiling boil.
4. Let tea "steep" for 3-5 minutes before removing tea bag.
THINGS TO REMEMBER WHEN SERVING TEA OR COFFEE
Do not fill cups so full that the liquid ends up in the saucer on route to the guest.
If black coffee is requested, it is not necessary to bring cream. You should provide
a spoon however as sugar may be used.
Serve slices or wedges of lemon on a side plate with tea.
o
If half a cup is requested for a refill, try to pour no more than a half.
HOT CHOCOLATE
Hot chocolate is a mildly stimulating beverage which has some food value. In most
establishments hot chocolate will be prepared using individual pre-packaged portions
or a dispensing unit. Read and follow manufacturer's direction3 for preparation.
ICED TEA AND COFFEE
The same rules govern the preparation of tea and coffee that is to be served cold or ICED,
except that they are prepared twice as strong, i.e., twice as much tea or coffee is used
for the same quantity of water.
At serving time, the hot, freshly brewed beverage is added to a container almost filled
with chipped ice. Never use left-over tea or coffee for the result will be a beverage of
poor flavour and appearance.
Serve all cold beverages cold on an underlIner and with a straw. For iced tea serve a wedge
or slice of lemon, berry sugar and a long handled spoon. Iced coffee is served the
same way but without the lemon.
ICE CREAM AND FOUNTAIN PRODUCTS
Ice cream is a delicious, nutritious but highly perishable food made by mixing and freezing
correct portions of sweet cream, milk products, sugar and flavouring. The freezing
operation has two purposes: partial freezing of the mixture and the whipping of air into
the mixture.
The air which expands the liquid mixture into ice cream during the freezing process
also makes it possible to eat ice cream at the low temperature at which it is served.
Ice cream has to be kept under proper refrigeration, and held at a constant tempera-
ture. The holding temperature should be from 8° to 12° fahrenheit, and the ideal dipping
temperature is between 8° to 10° fahrenheit. If ice cream is too cold it is very hard to
dip. If ice cream is too warm it becomes soft and sticky, the air cells compregs too
readily and the number of servings per tub is lessened.
Soft-serve ice cream is a liquid ice cream mix that Is made daily in a soft ice cream
machine within the eating establishment and dispensed directly into the serving container.
When dispensing soda fountain items, learn to dip or draw ice cream so that you serve
the same portion each time.
118 114
There are two types of dippers available:
,:4
--4-'_,
: 4,,...z?..r..411:
. ..
.-.0.-... ' ...I a ...
"-..',- - -, '
.,y, ...,..
-.4.,-..-
i The mechanical dipper releases
the ice cream by manually applying
pressure to a lever.
The non-mechanical dipper is also called a
"Zerol Scoop".
The cup and handle of this scoop is hollow
and contains a liquid which con-
ducts heat very quickly. By holding the
scoop handle firm in the palm of the hand, the
body warmth is conducted into the
cup of the scoop which releases the
ice cream.
Whereas mechanical dippers must be
kept in water during service hours, the non-
mechanical dipper should be kept
on the fountain on a dry cloth.
Know the dipper size and portion to
be served for the various items such
as: pie It la mode, ice cream 11 la carte, foun-
tain specialities, or as a dessert.
119
115
DIPPING HARD ICE CREAM:
Rinse the dipper and tap on cloth to
remove water. This prevents water from get-
ting into the ice cream and forming
ice droplets and crystals.
Make the first dip at the wall of the
container with the dipper half an inch
Into the ice cream.
Move the dipper in a circle around the
surface of the ice cream. Keep rolling and cut-
ting around using moderate pres-
sure until the scoop is full and a nice
round ice cream ball Is formed.
The cutting is finished by turning the
dipper under the ball of ice cream.
The top surface of the ice cream must
i....T., . (4-
be kept level at all times. Do not permit it to
. --.,-,-.A.-:
_,... .'
. Jo- -- - ..
become high on the sides and low
-
.7,Y. 4,.. ' t` " , ...
, :, '' '''' -
in the center. Never press down on the
...--,--, --,re.-- -.
,--- 4 ,
ice cream as this squeezes the air out and you
may give too heavy a portion. The
idea is to cut the ice cream and lift
each scoopful.
PREPARING MILKSHAKES, SODAS, FLOATS AND SUNDAES
Milkshake
Pour 8 ounces well chilled milk into mixing cup. Milk kept near the freezing temperature 32°
to 34°F will absorb the greatest aeration.
Add 1 ounce of syrup. The syrup is added after the milk to Nonni sticking to the bottom of
the cup.
Put two 1 ounce dips of ice cream into cup.
Place on mixer and whip for approximately 30 seconds. Do not overwhip.
Pour the drink into a glass and serve on an underliner with soda spoon and drinking
straw.
The thickness of a shake is governed by:
1. The temperature of the milk (32° to 34°F).
2. The amount of ice cream used.
3. The mixing time (30 seconds).
Soda or Float
1. Take a 12 ounce soda glass and add 1 ounce of requested flavour or syrup.
2. Add 1 soda spoon of ice cream and mix.
3. Add soda water threequarters full.
4. Add two 1 ounce scoops of ice cream.
5. Top with soda and garnish with whipped cream.
For floats replace syrup and soda water with requested soft drink. Serve soda and floats
with a soda spoon and straw on an underliner.
Sundaes
There are two types of glasses used for making sundaes. One is a shortstemmed, flat
glass called the sherbert glass which is mostly used for dinner sundaes on a table
d'hote menu. The other type is the so called tulip glass and is used for a la carte
sundaes.
Dinner Sundae
Place a scoop of ice cream (size according to House Rule) in the glass and cover with
sundae topping, garnish with whipped cream and appropriate ingredient.
'Fountain Sundae
fold the glass between your fingers close to the bottom of the bowl. Place half an
ounce of topping into the bottom of the glass. This adds to eye appeal.
Add two 1 ounce scoops of ice cream.
Cover the ice cream with one ounce of topping.
Garnish with whipped cream and the appropriate ingredient: cherry, pineapple cube,
macaroon crumbs, or other garnishments.
121
117
le
Parfait
Take parfait glass, add 1/2 ounce syrup or requested liqueur.
Fill with vanilla ice cream.
Top with requested syrup or liqueur.
Garnish with whipped cream and cherry.
Serve on an underliner, with a parfait spoon.
Banana Split
Cut banana lengthwise with peel on.
Place one-half of the banana on each side of the dish, flat side down, removing the peel
with thumbs and forefingers.
Place one ounce vanilla, one ounce chocolate and one ounce strawberry ice cream
on the banana halts.
Place half an ounce of chocolate, pineapple and strawberry topping on top of ice
cream respectively.
Garnish with whipped cream and cherry and sprinkle with one soda spoon of
chopped nuts.
118
.
122
11f1111E,11111Li1111.11AlAtt dArchl11111011W1,p,out 1111111coltuor01.11,1,;017,
1 VII Mt 1, 71
There are however some basic rules in the ordering of drinks which should be
followed, especially if the guests, party or banquet, are ordering more than one type of
wine with their meal. In this case wines have to be chosen in relation to each other, as well
as to food. Some of these rules are as follows:
A light wine never follows a full bodied wine. The light wine would
lose its taste and seem very thin, if served after a full, bodied wine.
White wines are served first and followed by red wine.
A dry drink is never served after a sweet one, as it would taste bitter. In
case a dry wine is served late in the meal, it should be
served after the cheese to bring out its full bouquet.
Having a drink after a meat is for many people a habit or a routine. Yet, the purpose of an after
dinner drink is to aid digestion. The most appropriate drinks with digestive qualities
are:
herb and seed liqueurs
creme liqueurs, particularly creme de menthe
Brandy and Brandy specialties
Liqueur specialties such as Drambuie
The list of after dir drinks includes:however.
dessert A
ies, Port, cream Sherry
Liqueurs
cocktails, especially the sweet type containing cream
specialties such as Pousse-Cafe
Classifications of Alcoholic Beverages
Alcohol is classified into four distinct categories according to the process used in making it.
These are: DISTILLED SPIRITS, LIQUEURS. BEER and WINE.
Distilled Spirits
Distilled spirits can be produced from cereal grains like corn, wheat, rye and barley malt.
The grain to be used is ground to a coarse meal, mixed with water and barley malt and
then cooked. This process changes the starch into sugar. A small quantity of yeast is
then added which will ferment all available sugars into alcohol and carbon dioxide. The
alcohol is then separated from the fermented mash by distillation. The principle types
of distilled spirits are:
WHISKY (Rye, Scotch, Irish, Bourbon)
RUM
GIN
VODKA
BRANDY (*distilled wine)
All of these spirits are used in the preparation of cocktails, mixed drinks, and some
flaming coffee beverages.
121
126
Liqueurs
The production of a liqueur is a blending of flavours with neutral spirits, sugar and water.
The flavour source can be obtained from berries, roots, barks and leaves. Many
different types of liqueurs are available as a result of the great variety of botanicals and
fruit from which extracts can be prepared.
The alcoholic content of liqueurs sold varies from 23% to 45% by volume. Liqueurs are
very sweet and are usually used as after dinner drinks, especially as some of them have a
beneficial effect on the digestion. They are also used in the mixing of many cocktails,
and in the preparation of desserts.
There are several dozen types of liqueurs. The following list shows some of the most
popular types and the characteristic flavouring and colour of each. A guest may request
an 'orange flavoured' liqueur, for example. If you are familiar with the standard types you
should be able to suggest the appropriate one to suit his request.
ANIS (ANISETTE)
BENEDICTINE
BRANDY (apricot, cherry,
black berry)
CHARTREUSE
CHERRY HEERING
COINTREAU
COGNAC
CREME DE CACAO
CREME OE MENTHE
CURACAO
DRAMBU I E
GRAND MARNIER
OUZO
SOUTHERN COMFORT
TIA MARIA
TRIPLE SEC
aniseed based ('liquorice' flavour), colourless
made by secret formula in a French monastery,
golden in colour
flavoured and coloured by the particular fruit
a French monastery liqueur in two colours:
yellow (sweeter), green (stronger)
cherry flavoured, dark red in colour (made in
Copenhagen, Denmark)
...- orange flavoured, colourless (a brand name for
one of the Triple Sec Liqueurs made in France)
brandy from the Cognac region of France
very sweet, cocoa flavoured, deep brown in colour
peppermint flavoured, green or colourless has
valuable digestive properties
orange flavoured and coloured (from peel
of curacao oranges)
scotch whiskey flavouring, gold in colour
a curacao-flavoured Cognac made in France, light
brown in colour
anis-based (Greek drink), colourless, mixed
with water it turns cloudy
Bourbon and peach flavoured, golden
rum and coffee flavoured, dark brown
a more potent version of curacao
127
122
44
gi
This type of glass is generally used for
serving liqueurs. A standard portion is 1 ounce
(28 ml) or about half this glass.
Beer
The principal types of beer are: lager, ale and stout. They are brewed basically from malt,
hops, yeast and water.
Lager is somewhat lighter in colour orld `lavour than ale and more hops are used in brewing
ale, giving it a stronger taste. The main difference is in the type of yeast used in the
fermentation process. Stout is made with ale yeast and some roasted barley.
Store beer in a cool, dark place and serve at a temperature of 4° kr 6°. When serving
beer, to achieve a foamy head, pour straight into the center of the glass, for a smaller
head tilt the glass and pour the beer down the side. Beer is a natural accompaniment for
many foods and can be served with anything salty, crisp or crunchy.
Canadian taste for beer varies from province to province and the breweries produce a wide
variety of beers to please local tastes. Thus, although there are about a dozen
`national' brands sold across the country, there are perhaps another 100 brewed to suit
regional tastes. Learn which brands are popular in your own region.
Beer is usually served in either a
footed pilsner glass, or a goblet
Sizes range from 7 to 14 ounces.
1-*
128
123
Wine
Wine is the naturally fermented juice of fresh grapes. A wine may be made from the juice of
fruit, berries, or the sap of trees. However, when it is made from these sources, it is
known as a fruit wine (e.g., plum wine, cherry wine). The wine sold in eating
establishments Is always made from grapes.
There are hundreds of wines made throughout the wcrid. The ones most frequently
imported to, or made, in this country may be generally classified according to colour, sweet-
ness, or effervescence. The following chart will give you an idea of the oasic types.
Category
TWA*
Alcohol
Content
by Volume
filenIng
Temperature
.
Foods
-
J
-o
W
APPETIZER
(aromatic wines)
SHERRY' non-aromatic
(My or medium)
VERMOUTH
DUBONNET
16 to 21%
12..16°C
(55° - 65°F)
Before meals or with canapes.
nuts and cheese
WHITE TABLE
(still wine)
REISLING
SAUTERNE
RHINE
LIEBFRAUMILCH
CHABLIS
10 to 14%
12°C
(55 °F)
With seafood, chicken and
white meats
RED TABLE
(still wine}
CLARET
CHIANTI
BURGUNDY
BORDEAUX
10 io 14%
15°C
(65°F)
Room temp,
With red meats. game.spiced
dishes. turkey. spaghetti.
cheese and fruit
DESSERT'
very sweet mill wines
often aromatic
SHERRY
(cream. swam)
PORT
MADEIRA (sweet)
MUSCATEL
16 to 21%
16°C
(65°F)
With desserts, cheeses and
fruits
ROSE
(still or effervescent)
may be a blend of white
and red wines
STILL ROSE,
ANJOU ROSE
PINK SAUTERNE
PINK TABLE WINE
CRACKLING'
10 to 14%
12°C
(55°F)
All foods
o-
z
ha
-th
Iv
>
cc
it
W
CRACKLING
(wine under pressure up
to 26 lbs. per square in.)
'CRACKLING ROSE
12 lo 14%
10°C
(50 °F)
All foods
SPARKLING
(under pressure up to
56 tbs. per square in.)
CHAMPAGNE
BURGUNDY
12 to 14%
(may be less
than 7% for some)
4°C
(40°F)
(very cold)
All foods
CHAMPAGNE
(under pressure of 70 to
90 lbs. per square in.)
CHAMPAGNE
12 to 14%
4°C
(40°F)
All foods
129
124
I
THE LANGUAGE OF WINE
In the description of wines, fancy terms and words may be used which can be called 'The
Language of Wine'.
Guests may not be knowledgeable about this terminology. It would be unwise to show off by
using a vocabulary which is of no assistance to the guest. When dealing with an
uninformed guest, use easy, understandable words and descriptions.
On the other hand, you may be confronted with persons who are experts in their
knowledge of wine. As a hobby, or for other reasons, they like to use this strange
sounding terminology, and, usually, they know what they are talking about! It is therefore
most essential to know 'The Language of Wine' and make use of it at the appropriate
time.
The following are some of these words. The list is by no means complete. However, by
knowing these words and their meaning, you will be better equipped to carry on an
intelligent conversation about wine.
ACIDITY Present in all wines to some degree. The astringency or
tartness sensed by the palate is known as acidity.
Wholesome natural acids are indispensable to good wines
and are partly responsible for the bouquet.
AGING The time required to develop the character of a wine.
APERITIF A dry or semi-sweet drink served before meals. Helps
to stimulate the appetite.
APPETIZER WINE
Sometimes called aperitif wine. A wine served before
meals to stimulate the appetite. Dry sherry and
vermouth are examples.
AROMA
The fragrance of a wine which comes from the grapes, as
distinguished from 'bouquet'.
AROMATIC WINE This is a wine with a strong aroma. It is usually induced by
blending herbs and/or spices with the wine.
ASTRINGENCY
This is a sharpness in the wine. It depends on the amount of
tannin absorbed from skin, stems and seeds of the grapes.
BLENDING
The highly specialized art of combining wines made from
different varieties of grapes to produce the type of
wine desired, and also the blending of wines of different
years to maintain a high standard of uniform quality. It is
considered an indispensable practice in all major
wine-producing countries.
BODY
The fullness or thickness of a wine, measured only by the
palate. Good wine can be either tight or heavy in body.
BOTTLE FERMENTATION This is a secondary fermentation. It takes place in the bottle
and produces effervescence in a wine. Sparkling and
crackling wines may be made this way.
BOUQUET
The fragrance which comes from fermentation or aging,
as distinguished from 'aroma'.
CARAFE
A glass bottle varying in size, usually with a wide base,
and for serving wines at the table.
CHAMPAGNE
A white, pink, or red wine of high effervescence,
originally made in the Champagne district of France.
131 .126
/
4,
CHARACTER
CLARET
CORKY WINE
CRACKLING
CREAM
DECANT
DECANTER
DESSERT WINE
FERMENTATION
FILTERING
FLAVOURED WINES
FORTIFICATION
KOSHER
MATURITY
MUSCATEL
MUST
PETILLANT
PINOT CHARDONNAY
PINOT NOIR
PORT
RIESLING
ROSE
SAUTERNE
SHERRY
Describes the colour, bouquet and taste of a wine.
A red, dry table wine, usually no more than 1% sugar.
Unpleasant odour of a wine, caused by a cork which is
diseased.
Mildly effervescent wines which do not produce as many
bubbles as sparkling wines. This is evident to the palate
but not to the eye.
A very sweet type of sherry.
To pour wine from one container to another, usually to
remove sediment.
A glass bottle which holds decanted wine for serving.
A general description for all sweet, or partially sweet,
wines, with an alcoholic content between 16% and 20%
by volume. Port and sweet for cream) sherry are
typical dessert wines.
The action of yeast which converts sugar into alcohol
and carbon dioxide. It is this process which
changes grape juice to wine.
A method used to clarify wines.
Wines which have had fruit or herb flavours added to the
grape wine.
The process of adding grape spirit or brandy to dessert
and appetizer wines. A universal and world-wide
practice which originated in Spain and Portugal.
A traditional Jewish wine, generally sweet and red in
colour, always made with Concord grapes.
The state of a wine which, through aging, has developed its
full perfection.
A dessert wine from Muscat grapes, having a
distinctive raisin taste.
Grape Juice, skins, seeds and pulp, before and during the
early stages of the fermentation process.
Another term for crackling, means 'a little sparkle'.
A high quality grape which is now grown in Canada.
Also a high quality grape now grown in Canada.
A sweet dessert wine with an alcohol content of 16-21%.
May be ruby, tawny or white in colour,
A variety of grapes, producing
well-known and distinctive white table wines.
A still or crackling medium dry pink table wine.
A medium
dry or sweet white table wine.
A wine, dry or sweet, which may be used as an aperitif or
dessert wine. It has a characteristic flavour, alcohol content
of 16-21%, and ranges in colour from pale to dark amber.
132
127
;
S
SPARKLING WINE
A fully effervescent, bubbling wine.
STILL WINE Wine without effervescence.
TABLE WINE
A white, rose; or red wine not exceeding 14% of alcohol by
volume. A good companion of food.
VERMOUTH
A dry or sweet wine flavoured with herbs or other
aromatics, used as an appetizer.
VINTAGE
The annual harvest of the grapes and making of the wine.
VINTAGE WINE
The term given to a wine made from a single year's pro-
duction and so labelled. These wines may vary
greatly in quality from year to year. Canadian vintners
prefer to maintain a uniform high standard of quality
from year to year by storing large inventories of
aged wine, and through careful blending.
YEAST
An organism which causes the conversion of sugar into
alcohol and carbon dioxide.
133
128
SIZES AND TYPES OF WINE BOTTLES
Canadian wines are available in Lott les containing 341mi (formerly 13 oz.), .75
litres (formerly
26 oz.),
1 litre
(formerly 40 oz.), 2 litre (formerly 80 oz.), and 4 litre
(160 oz.).
The .75 t. bottle called a FULL BOTTLE or FIFTH (in the U.S.) is the regular size used in
restaurants and dining rooms. Only a few Canadian sparkling wines and champagnes
are available in 341 ml or 1
litre bottles.
The 341 ml bottle is called a HALF BOTTLE or SPLIT (in the U.S.). The litre bottle does
not have a special name. A MAGNUM, usually associated with champagne, is a bottle of
1.5 litres (52 oz.).
Imported wines are available in full bottles approximately .73 litre (24.251/2 oz.) and half
bottles of approximately 341 ml (121/2 oz.).
Many wineproducing areas in Europe have characteristic bottles which carry the name
of a particular region.
Knowing the approximate content of bottles Is most important when portioning wine to
the guests. A party of six, for example, would get only one 41/2 ounce serving per person
from a typical full bottle. The general rules for filling a glass may have to be altered to
suit the number of guests in the party
134
129
1. Champagne Bottle
2. Chianti Bottle
3. Bordeaux Bottle
Full
(26 ozs.)
740 ml
(26 ozs.)
740 mi
(26 ozs.)
740 ml
CONTENTS
Half
(13 ozs.)
370 ml
4. Rhine, Mosselle Bottle
(241/2 ozs)
700 ml
5. Burgundy Bottle
(24 ozs.)
700 ml
: , I
135
13 ozs)
370 ml
(12 ozs.)
341 ml
Very heavy, thick, green glass
for Champagne and Sparkling
wines.
White or red Chianti.
Green glass bottles for red
Bordeaux wines. Clear glass
bottles for white Bordeaux
wines.
German Rhine, Alsatian,
Moselle wines. Green or
amber glass.
Green glass for red Burgundy
wines. Clear glass for white
Burgundy wines.
130
WINE GLASSWARE
All Purpose Glass -- may be used for red or white wines. Size is
generally 8 ounces.
4 Ounce Glass
generally used for white wines.
Champagne "Saucer"
size varies from 31/2 to 51/2 ounces.
Port/Sherry Wass usually 2 to 3 ounces.
Brandy Snifter may vary in size from as small as 5
ounces, up to 22 ounces. The snifter is cradled in the hand to
warm the brandy which releases the 'bouquet'.
136
131
1
WINE SERVICE ACCESSORIES
Corkscrew
It is essential to have a good quality corkscrew, and to learn to use it quickly and effectively.
One of the most useful types resembles a pocket knife. It has a bottle opener and
corkscrew on one side and a small knife, for removing the foil covering, on the other.
Ice Bucket
Chilled wines are kept cool throughout the meal by being placed in an ice bucket. The
bucket is filled about a quarter full with ice and water is added to the three-quarter
point. The bucket may be placed on a stand next to the table or on the table on an
underliner. Linen towels are essential when handling bottles which are kept in ice.
Wine Basket or Cradle
Baskets are used primarily to add a touch of showmanship to wine service. The original
purpose of a basket was to transport and serve vintage wines containing sediment.
The only bottles of suitable shape are Bordeaux and Burgundy
other bottles look
awkward in a basket and should be placed on an underliner on the table.
When using a basket do not worry about the wine running out of the bottle when drawing the
cork. The baskets are designed and built to prevent such accidents.
Once the bottle is placed in the basket, never remove it to draw the cork or to Pour the wine.
PRESENTING AND SERVING WINE
Presenting the Wine
Wine is presented to the host or the person who has been appointed to order the wine. When
showing the bottle state the name of the wine, indicate the country of origin and the
size of the bottle. The presentation ritual is not only a sign of courtesy, but also an
opportunity for you to verify the order with the guest. Be sure to show the label at the same
time.
When bringing the bottle into the dining room, also take along all the utensils
necessary for opening the bottle and serving the wine
corkscrew, serviettes and glasses If
they are not already on the table. It is a good policy to have an extra glass available
when opening a bottle with a natural cork. Should cork particles fall into the first glass
of wine, it can be replaced at onto.
137
132
When to Save the Wine
Wines should be poured just minutes prior to serving the food items they have to
accompany. It is, however, an excellent way to cut the waiting time, in case the guests
have ordered an a la carte item that requires a long preparation time. Confer with your
guest by asking 'Would you like me to serve the wine now or a little later'?
At banquets or occasions where different wines are served with each course, the wine
for the succeeding course is poured as soon as the plates from the previous course have
been removed. The exception is the first course, when the wine is poured after the
food has been placed in front of the guest.
HOW TO OPEN A BOTTLE
Bottles with Screw Caps or Plastic Corks
Cut the foil approximately 1/4 inch below the lip of the bottle. Always use a knife. Never tear
the foil off with the fingernails
it looks terrible! Many foils have little tabs with
which the top part of the full can be pulled away. Unscrew the_cap or-dislodge the plastic
cork by grasping it firmly and removing it with a twisting motion.
The lips of these bottles are usually clean and the wine can be poured immediately. To
add a certain flair to the procedure, take a paper serviette and clean the lip of the bottle.
BOTTLES WITH EFFERVESCENT WINES HAVING PLASTIC
OR NATURAL CORKS AND WIRE HOODS
To open a bottle of effervescent wine, first loosen the loop of the hood, the wire and foil can
then be removed in a single motion. Hold one thumb on top of the cork to prevent it
from popping out. Normally, all that is needed to remove the cork is a slight twisting
motion of the bottle, thus letting the inside pressure force it out. If it is stubborn, apply
upward pressure simultaneously with both thumbs to loosen the mushroom part of the
cork. Be sure to hold the bottle at a 45° angle and away from any people. Hold the cork
tightly as it leaves the bottle. to prevent it from flying and striking someone.
1. Remove wire and foil in one action. Hold bottle at 45° angle.
2. Grip cork firmly and twist bottle to loosen cork.
3. As pressure forces cork out, continue to hold It firmly.
4. Pour in two motions letting foam subside after first pouring.
133
138
4
1.
1. Cut foil 1/4 inch from top of bottle
and remove.
2. Wipe the cork and mouth of the bottle. This
should be done with a paper serviette,
as wine stains are difficult to remove
from linen.
3. Hold the bottle by the neck with a towel 4. Wipe the mouth of the bottle to remove
and insert the corkscrew in the center
any cork particles. Again, use a paper
of the cork. The cork has to be pens-
serviette.
trated completely, and as straight as pos-
sible, to avoid breaking. Draw the cork.
For corked bottles always hold the bottle neck with a towel for safety reasons. The neck of
the bottle may have a weakness and inserting the corkscrew may add just enough
pressure to make it break, and you may cut your hand badly.
139
134
TASTING AND POURING
Pour the first ounce into the host's glass or the glass of the person who has been appointed
to order the wine. Step back slightly and pause. If the guest acts on the invitation and
wishes to make a comment, listen carefully and follow the orders given. Do not,
however. embarrass guests by standing and waiting for a comment. Perhaps they do not
want to taste the wine at this time in which case you can say 'May I serve the wine'.
Proceed to pour the wine, to the ladies first, then to the gentlemen, returning finally to the
host. At parties or banquets. pour first to the guest of honour or the person sitting to
the right of the host, and proceed clockwise around the table. Remember to pour from
the right side of each guest. Always hold the bottle with the label visible.
In serving wine it is important to know how many people can be served from one bottle.
The great variation in sizes of the glasses makes it impossible to set a strict rule. It is not
known whether it is tradition or etiquette, but the bottle should never be completely
emptied during the first serving around the table. The portion remaining in the bottle
will give an opportunity to return to the table for refilling the glasses. and perhaps provide
the opportunity to obtain an additional sale. As a guideline, it is suggested that a half
size bottle of 13 ounces should serve two persons, with two glasses of wine each. It is
advisable for you to fill an empty bottle with water and practice pouring, thus enabling you to
learn how many glasses can be filled if a party of 6 or more order one bottle only
Wine is sometimes ordered for the sole purpose of proposing a toast. It is therefore
important to know exactly how much can be poured, to give everyone an equal amount
without running out of wine before reaching the last guest, and still have' to 2 ounces
left overt
White Wine
Red Wine
Sparkling Wine
and Champagne
the glass is only 3/4 filled
the glass is only '/2 to 2/3 filled
first pour about 1/3 of the glass. let foam subside, and then fill
the glass 2/3 to 3/4 full
If a slight twist with an upward motion is given the bottle at the end of the pour, it will stop
the tendency to drip. It is permissible to keep a napkin In the left hand to catch any
drips.
140 135
:t.
Chilled wines are placed in ice buckets. The stand is set at the right of the host, or, if on the
table within easy reach of the host.
Wines served at room temperature should be placed on underliners and again set close to
the host. The same applies for bottles carried in baskets and for the dispenser.
In case there is insufficient space on the table, and no side tables or gueridon are
available, the wine may be left on the side stand, but always within sight of the guest.
Whatever method is used, make sure the label of the bottle is turned toward the guest.
141
136
FUNDAMENTALS OF MIXOLOGY
You may never have to mix a drink but it is important to have a reasonable knowledge of the
basics of mixology. When this knowledge is combined with manual skill and dexterity,
you will have more, and better, opportunities to compete for positions where such
knowledge is required, for example in dining lounges and cocktail lounges.
EQUIPMENT, SUPPLIES AND SETTING UP
Whether it is a cocktail lounge, cabaret or dining lounge, the setting-up of the bar requires
time and care. It is most important to have everything available, ready, and in its
proper place.
BASIC BAR EQUIPMENT AND SUPPLIES
Basic bar equipment and supplies, may include some or all of the following Items:
Cocktail shakers (metal)
Strainers
Stirrers
Mixing glasses (large and small)
Funnel Sugar bowl
Electric mixer
Straws
Salt shaker
Lemon and lime squeezers
Toothpicks Nutmeg shaker
Juice extractor (electric)
Ice tongs
Bitter bottles
Corkscrews
Ice scoop
Towels
Bottle opener (fixed to bar)
Ice shaver
Glassware
Can opener Spoons
various
Cocktail napkins
INGREDIENTS
According to the selection of drinks on the bar menu, the ingredients required in the mixing
process may be more, or less, extensive, and include all, or some, of the following:
Cream Tabasco sauce
Lemon juice
Sugar (or syrup)
Salt
Grapefruit juice
Milk Cucumber
Lemons
Eggs Nutmeg
Limes
Cherries
Cinnamon
Oranges
Olives
Cloves
Celery
Onions
Tomato juice
Worcestershire sauce
Orange juice
:142
137
4k.
1
4
Ice
Check that there is sufficient clean ice available. Ice picks up odours very easily, and, when
left in the freezer or refrigerator too long, it may acquire a 'refrigerator flavour'. These
odours are then released into the drinks. Always have available:
Cubes
for Highballs. or Old Fashioneds
Cracked for mixing, or shaking
Shaved
for drinks sipped through a straw
Syrup
Sugar does not dissolve readily in alcohol, but simple syrup will dissolve reasonably well. It
has been suggested that powdered sugar be used, as it blends quickly and has a
better effect on the cocktail.
The formula for a good simple syrup is as follows:
Dilute 41/2 pounds of sugar in 160 ounces of water.
GENERAL TIPS
It is most important that bar formulas are adjusted to the glassware type and size. Most
formulas are based on the amounts established by the House (1, 11/4, 11/2 ozs.) and
standard Libby Olympia pattern glassware. If using a different pour, or different
glassware, adjust the formulas accordingly, but in any event measure all ingredients.
Always use quality liquor, but equally important use quality fruit juices, grenadine. etc.
There is no substitute for freshly squeezed lemon, but if this is impossible there are some
fresh frozen products which are quite acceptable. Don't substitute for fresh lime. Do
follow formulas exactly. Add white of egg to fresh or frozen lemon juice to give it a 'head'.
Where the word Oster mixer is used, this can be a Waring, Hamilton Beech, or any
other similar type of electric mixer. Don't forget the Waring and Oster. have two types of
cups. One is a mixer, the other a blender with very sharp knife blades. Both types can be
used for the mixing of drinks. Also, of course, wherever mixing is called for, hand
shaking can be used. This certainly adds showmanship to the operation and there are
many who vouch for the superiority of the drink.
Keep all cocktail glasses well chilled. Warm hands should be kept off the body of the glass.
Always use the stems to lift and serve them by.
Where the expression 'Soda Out' is used, it means to Top Up' the glass with soda water.
Where the expression 'Shell Out' is used in reference to squeezing limes, it means to
discard the shell, otherwise it would be dropped into the serving glass.
In twisting lemon peel over a cocktail hold the outside of the peel toward the drink.
This will allow a fine spray of lemon oil to squirt over the surface.
If it is necessary to adjust the sugar content to satisfy your particular area,
standardize it for everyone on shifts. then let adjustments be made for specific
individuals.
MIXING DRINKS
The different methods of making drinks are to:
Stir
a Manhattan or Martini, etc.
Shake and Blend
Fizz. Sour, Pink '.ady, etc.
Build
Slings, Collins, etc.
143
138
The proper order when mixing drinks is, to first put the less costly ingredients into the mixing
container. If a mistake is made, it is possible to start again with a minimum loss. This
applies especially to eggs, which go into the mixing container before the liquor. If the
egg is bad it can be thrown away before the expensive liquors have converted an accident
into a financial loss.
This order does not apply when an ingredient is used as a decoration and floated on the top,
for example, the sprinkling of nutmeg on the top of a brandy egg nog.
STIRRING
Drinks or cocktails that consist of clear liquors requiring only stirring with ice for proper
mixing are called 'stirred' drinks.
The length of time a drink is stirred is very important as too much dilutes the drink and too
little fails to mix and chill it properly.
Follow Formula and Measure Accurately
Strain and Pour the Drink
Stir in a Clockwise Motion
Simultaneously Rolling the
Spoon Between the Fingers
Finishihe Drink with the Appropriate Garnish
such as a Twist of Lemon Peel, Olive, Orion,
or other garnish.
144
139
SHAKING
Drinks to be shaken are those containing fruit juice, eggs, cream or any other Ingredients
which are difficult to blend. A thorough shaking is required so that the cocktails come
out creamy.
p
y-
Put the Covering Cup on
at a Slight Angle to
Avoid Hard Locking
Hold Firm and Shake
145
140
i
I-
Strain and Pour Rapidly to Form a
Foamy Head
i,
Complete the Drink with the Appropriate
Garnish such as a Wedge of Lemon.
146
141
BUILDING
The building of a drink is the easiest. The glass is filled with ice, the liquor is added, then
topped with soda or mixer as required, and stirred lightly. Avoid vigorous stirring of
carbonated drinks as this will release the carbon dioxide resulting in a flat drink.
4
147 142
_--.=112
STANDARD COCKTAILS AND MIXED DRINKS
Whether mixing or simply serving drinks, you must be familiar with the glasses used for
different types. And, just as with the food menu, you should be able to describe the
ingredients of standard drinks to your guests.
The correct glass, or container, for proper serving is as important as accurate measurement.
The judgment of managers as to the proper sizes of glasses for various purposes
differs greatly. Always be guided by the stock of glasses available in the establishment.
When the finished drink is ready, if should be served in the glass that is accepted as correct.
These glasses are designed to deliver the drink to the guest so that the eye appeal is
good. The drink should neither overflow the container nor seem to be lost in it. A glass
that is too full makes spilling inevitable, while a nearly empty glass gives the guest an
impression of a 'stingy' or short drink. Both extremes are avoided if the correct glass
is used.
'Collins' or Highball Glass
(may be 8 to.12 ozs.)
This glass may be used for all standard highballs and built drinks:
RUM and COKE, RYE and SEVEN-UP, GIN and TONIC, etc.
CUBRA LIBRE
BLOODY MARY
BLOODY CAESAR
SCREW DRIVER
TOM COLLINS
TEQUILA SUNRISE
Demerara rum, Coca Cola, t/2 lime In glass.
Vodka, tomato juice, squeeze of lime, tabasco sauce
worcestershire sauce
(celery salt
optional).
Same as 'Mary' but substitute clamato for tomato juice.
Garnish with salt rim and celery stick.
Vodka and orange juice. Garnish with slice of orange.
Gin, lemon juice, sugar, soda, garnish with orange
slice and cherry.
Tequila, cube ice, orange juice, shot of grenadine
poured down side of glass.
148 143
OLD FASHIONED
BROWN COW
BLACK RUSSIAN
WHITE RUSSIAN
RUSTY NAIL
MOSCOW MULE
OLD FASHIONED OR 'ON-THE-ROCKS' GLASS
VARIES FROM 5 to 7 OZS.
Rye, sugar, angostura bitters, sugar cube, soda, garnish
with orange slice, cherry and lemon twist.
Creme de cacao (Kahlua or Tia Maria) cube ice, cream.
Vodka, creme de cacao (Kahlua or Tia Maria). cube ice.
Same as "BLACK" with cream added.
Scotch, Drambuie for Glayvah cube ice. Garnish with
cherry and lemon twist.
Vodka, cube ice, ginger beer, squeeze 1/2 lime and leave in
glass.
COCKTAIL GLASS
Stirred drinks are served in a cocktail glass.
MARTINI
Gin, dash dry Vermouth. Garnish with an olive.
GIBSON
Same as martini but with onion garnish and lemon twist if
requested.
VODKA MARTINI Use vodka instead of gin.
MANHATTAN
Rye, sweet vermouth, angostura bitters. Garnish with
maraschino cherry.
DRY MANHATTAN
Substitute dry vermouth. Garnish with olive.
ROB ROY
'Manhattan' with scotch instead of rye. Garnish with twist of
lemon.
STINGER
Brandy and white creme de menthe (shake).
149
144
...
COCKTAIL SAUCER
Drinks which have a foamy head look the most
attractive in this glass, although sometimes they
may be served in cocktail glasses.
ALEXANDER
Brandy (gin, rum or rye), creme de cacao, heavy cream.
BACARDI Barcardi white rum, grenadine, lime juice. Lime garnish.
DAQUIRI
White rum, lime juice, simple sugar syrup. Lime garnish.
GIMLET Gin (vodka if requested). Triple Sec, lime juice, sugar syrup.
Lime garnish.
GRASSHOPPER Green creme de menthe, creme de cacao, light cream.
MARGARITA
Tequila. Triple Sec, lime juice, salt rim of glass, lime
garnish.
CHAMPAGNE COCKTAIL
Champagne, angostura bitters, brandy. sugar cube,
lemon twist.
SIDE CAR
Brandy, Triple Sec, lemon twist.
PINK LADY
Grenadine, cream. gin.
WHISKEY SOUR
SOUR GLASS
4 to 41/2 ounces.
Rye. lemon juice. sugar syrup, cherry garnish.
s
150 145
.
.,
dr
FIZZ GLASS
GIN FIZZ
Gin, lemon juice, soda, simple syrup, cherry garnish.
SINGAPORE SLING
ZOMBIE
PLANTER'S PUNCH
FOG CUTTER
CHIMNEY or 'ZOMBIE' GLASS
Gin, cherry liqueur, grenadine, lemon juice, crushed ice,
topped with port wine. Orange slice and cherry garnish.
Substitute rye for gin to make a Shanghai Sling.
Jamaican rum, white rum, Demerara rum, orange curacao,
lime or lemon juice, orange juice, grenadine, topped with
151 Demerara rum. Garnish with lime circle, cherries,
and pineapple if available.
Jamaican rum, lime or lemon juice, orange juice, sugar
syrup, bitters, topped with sherry. Lime circle and
cherry garnish.
White rum. brandy, gin, orange juice, lemon juice, orgeat
syrup topped with sherry. Lime circle and
cherry garnish.
151 146
TAKING AND SERVING THE COCKTAIL ORDER
1. Approach the table with a smile and greeting. Inquire if the guests wish anything from the
bar.
2. Write the orders clearly. Write down prices immediately. Include necessary information
on the Bar Check and Guest Check. Take plenty of time to eliminate
errors. Use a road map for larger orders. Listen the first time a guest orders,
as the remaining rounds are usually the same.
3. Thank the guests for their order. Gather cocktail lists if necessary.
4. Order your cocktails. Thank the bartender. Add garnish and straws if necessary.
5. Arrange cocktails on the tray to enable ladies to be served first.
6. Handle the glass as close to the base as possible and place the cocktail on top of
the cocktail napkin.
7. Inquire if the guests wish to order their meal then or later.
8. Keep circulating in your station. Change ashtrays. Remove empty glasses
or bottles.
147
252
.r.
t
r
PROVINCIAL LIQUOR REGULATIONS
TYPE OF ESTABLISHMENT
Be sure to find out what kind of a license your employer has, as regulations differ for each
type.
'A' LICENSE
Issued to HOTELS, RESORTS, CLUBS, RECREATIONAL CENTRES, AIRCRAFT, TRAINS,
MOTOR VESSELS, INTERNATIONAL AIRPORTS, MUNICIPALLY AND
PROVINCIALLY OWNED CULTURAL CENTRES, UNIVERSITIES AND MILITARY
MESSES.
All types of liquor.
Beer and B.C. cider may be sold for off-premise con-
sumption up to one-half hour after service ends.
No minors allowed except in an aircraft, train, motor vessel
or specially designated area.
Maximum hours for sale of liquor is 14 hours per day be-
tween 9 a.m. and 2 a.m.
'B' LICENSE
Issued to DINING ESTABLISHMENTS primarily engaged in the service of food, and to
Department of Transport airports with meal facilities:
All types of liquor may be sold.
Minors are permitted on premises but may not be served.
Maximum 14 hours of sale between 9 a.m. and 1 a.m.
Sundays from 12 noon to 10 p.m.
In addition to dining area, there may be a 'holding bar' for up
to 50 people
no liquor may be sold in holding bar
on Sundays.
In dining area liquor shall be served only with meals.
Food menu must be posted outside establishment.
Minimum dining room seating 40 persons.
NOTE: Specialty houses such as PIZZA PARLOURS are restricted to the sale of beer and
wine only.
'C' LICENSE
Issued to CABARETS primarily engaged in providing entertainment.
All types of liquor.
Nn minors except entertainers.
Hours 7 p.m. to 2 a.m,
Dance floor 20 percent of floor area.
Snacks at reasonable prices.
153 148
'D' LICENSE
Issued to NEIGHBOURHOOD PUBS.
All types of liquor.
Hours 9 a.m. to 11 p.m.
closed
No minors other than entertainers.
Maximum seating: 100 persons.
'E' LICENSE
Issued to SPORTS STADIUM or CONCERT HALL.
Beer and B.C. cider only.
SERVICE OF MINORS
EMPLOYEES
DEATH RESULTING
FROM tNTOXICATION
Sundays.
GENERAL REGULATIONS
No liquor is to be served to minors (persons under 19 years of
age). If you are in doubt about a person's age, ask for
identification which may be either a passport or B.C.
Identification card or a valid driver's license. If you are caught
serving a minor, you may be subject to a fine of $500 minimum.
Minors may serve alcohol only in an establishment holding a 'B'
(dining room) license.
Employees may not consume any liquor while on the job.
You may be held liable to a fine if you have served a person
who has already drunk to excess and has died in a car or other
accident as a result of intoxication. Be firm with an insistent
guest and if necessary get assistance from your supervisor
to keep the situation under control.
BOTTLES OFF-PREMISES With the exception of beer and cider. no other liquor may be
purchased and removed from licensed premises.
An unfinished bottle of wine must either be consumed on
the premises or left behind.
Liquor which is not sold to a guest by the establishment
may not be brought into the establishment for consumption.
Remember. regulations may change from year to year. If you have questions about the
service of liquor in an establishment, check with your supervisor.
154
149
-,
(
1 Tel youanr )
`-k
I
1. Name four common appetizer wines.
2. What process is used to make scotch or brandy?
3. Describe briefly the process used in making liqueurs or cordials.
4. Is cider a beer? If not, what process is used to make it?
5. Make a simple sketch of the glassware used for the following drinks:
Beer
Singapore Sling
Liqueur
Manhattan
Gin Fizz
White Wine
Sherry
Bloody Mary
Black Russian
6. At what temperature should beer be served? Red table wine? White table wine?
Champagne?
7. You are serving a table of six a bottle of white wine containing approximately .75 litres,
how full should you fill each 4 oz. glass? What accessories would you bring to
the table in preparation for serving the wine?
8. How do you 'build' a drink? Shake a drink? Stir a drink?
9. What is the principal flavouring agent in each of the following liqueurs:
Cointreau
Drambuie
hia Maria
Grand Marnier
Creme de Menthe
10. Your table is ordering spaghetti. What type of wine will you suggest?
11. What ingredients (and garnishes) are in each of the following:
Whiskey Sour
Black Russian
Martini
Gibson
Rusty Nail
Screwdriver
Cuba Libre
Daquiri
150
155
I
12. A very young-looking person comes into your licensed dining room and orders a
before dinner drink what would you do?
13. You are working in a pizza parlour. What kinds of liquor are you able to serve?
14. Your brother is only 17 and he is serving liquor in the dining room where he is
a waiter. Is that legal?
156 151
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152
157
MIN
CHAPTER ELEVEN
THE DUTIES OF HOST AND CASHIER
In the larger restaurant operations, hosting and cashiering duties are generally handled by
people hired for those positions. However, in smaller operations or in certain
circumstances you may be asked to carry out either functions in addition to your routine
duties.
HOSTING DUTIES
The usual qualifications for a lob as host or hostesP. are:
1. Experience as a waiter or waitress.
2. Pleasant personality.
3. Good personal grooming and appearance.
4. Supervisory ability.
A prime function of the host/hostess is to greet the guests in a friendly and courteous
manner, to lead them to a suitable table and assist in seating them.
You must always keep in mind the importance of guest distribution and rotation of stations,
never overloading one station with too many guests (swamping a waiter/waitress)
while other stations may be empty. This causes problems such as poor service and
creates dissatisfaction among the staff. The actual location of the seating will also depend
on the number of vacant places at the time of entry, the size of the party and the
wishes of the guests themselves. Some guests may prefer quiet corners, others may want
to sit near the orchestra or window. It is your duty to attempt to comply with the wishes of the
guest. When the guests have been seated you may present_the appropriate menu.
__ _
In addition to seating guests you'll be expected to take reservations and enter them in the
reservation book. There are many different methods of recording guest reservations.
The following is an illustration of one common method.
RESERVATION BOOK
DATE
TIME
NAME
NO. OF PEOPLE OCCASION
745Rkt Afg.r.immi
f
ARTI1PAY
67.15 01
RR. R.JoNg
4-
loNE
Hosting is primarily a supervisory function which means you have responsibility for the
smooth and efficient operations of the staff in your area (waiters, waitress, busboys).
Here is a brief description of some of the other duties.
TABLE PLANS:
BREAKS:
SCHEDULI NG:
COMPLAINTS:
Makes out a daily or weekly table plan assigning each
waiter and waitress to a certain station. This Is
done on a rotation basis.
Arranges times for each one to go for their coffee and
lunch breaks.
Posts a weekly working schedule showing hours and
days of work. May even include side duties.
Handles many of the complaints from guests or staff.
159
153
RELIEF:
Generally relieves the cashier for coffee and lunch
breaks. May also relieve the manager on his
days off.
SUPPLIES:
Checks and orders on requisition, storeroom and linen
supplies.
MENUS:
Prepares menus for breakfast, lunch and dinner,
changing clip-ons. Enquires about specials of the day
and price change, then informs the staff.
MEETING: May conduct daily or weekly meeting in dining room to ensure
good communication among staff and management.
ORGANIZES:
May be responsible for organizing and setting-up small
parties for special occasions.
As a host or hostess, you are an important link between the guest and the management of an
establishment. You can be the primary sales person for an operation, the success of
which depends on your ability to promote courteous and efficient service that will create
a positive, lasting impression on the guests.
HANDLING CASH AND CHARGES
Just as the host or hostess is the first person with whom a guest has contact, the cashier is
frequently the last. And, it is from the cashier that the guest gets a final impression of
the operation as a whole.
For this reason, it is important that if acting as cashier you accept payment promptly,
make change accurately, thank the customer courteously, and give whatever other
assistance you may be able to render.
As a cashier you will have to deal with many customers and situations when you will
need poise and self control. Often guests are not anxious to complain about poor service or
food at the time incidents happen. However, if such matters are disturbing enough
they will make their complaint known when it is time to pay the bill. Therefore it is
essential to handle such complaints tactfully, keep calm under pressure, and treat guests
with courtesy even under trying circumstances.
160
154
THE CASH REGISTER
The management usually gives the cashier specific instruction for the operation and care of
the cash register or precheck machine. A precheck system provides direct control
over personnel, food, beverages, and daily income in the bar/restaurant environment. It
is based on a mandatory printed record before food or beverages are released from the
kitchen or bar. By validating a guest check with printed amounts and descriptions, the
precheck eliminates errors and customer disputes over scribbled and hard-to-read
amounts) speeds service and builds customer goodwill at check settlement time.
Cash'registers and precheck machines differ in their construction and operation, however
most of them have numeral keys for recording the amount of the transaction and
special keys for indicating "cash received", "cash paid out", "no sale", and "voids".
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The cash register may have a cash drawer to use for making change and keeping the money
safe. Each time the cash drawer is opened the transaction is recorded on the audit-
detail tape. The 'no -sale' key should be used when it is necessary to open the cash
drawer without having received or paid out any money. The 'void' key should be pressed
when an error has been made in recording a sale. The cashier must account for all
'no-sale' and 'void' transactions.
During business hours the cash register should be guarded carefully at all times and
locked when not in use; even though money may not be left in the cash drawer, there is a
possibility that some thoughtless person might play with the keys, not realizing that such
action alters the audit total.
THE CASH FLOAT
It is essential that a supply of change for use during the day be placed in the cash register.
This is called the 'float' and the amount may vary depending on the amount of
business anticipated. If you have the responsibility of placing a 'float' in the cash
register, follow these suggestions.
Record a 'No Sale' on the cash register. This causes the cash drawer to open. If you are
using a receipt-printing register, the machine will also print and issue a 'No Sale' receipt.
There is a specific compartment in the cash drawer for each denomination of coins and
currency. From right to left, the front compartments are for pennies, nickels, dimes, quarters
and half .dollars. Paper currency goes in the bill compartments under the weights. All
the bills should be pointing in the same direction.
L
Count the coins one denomination at a time. List the total of each denomination on the back
of your float sheet. Then count the currency and list it, Total figures to make sure the
amount of change is equal to your float. Your float must always be correct
never short
or over. At the close of the day a similar procedure is followed in counting cash receipts, the
totals being listed on a Cash Report form. When closing the cash, first count out your
float before counting your receipts.
It is important always to count change carefully
whether you are receiving it in a 'floats,
'buying' it during the day, giving it to customers, or totalling your cash receipts at the
close of business. Your efficiency will show by the care with which you handle money.
162 156
SAMPLE FLOAT SHEET
_6_61
x .05
x .10 =
4-0
x .25 =-
Total Currency
x $ 1.00 r-
/2..
x $ 2.00 is .2
x $ 5.00 =
0.042
x $10.00 =
70181 Bills
-.8,gq?
Total Currency _
Total Bills
....E4°
Total Float /00.00
DATE
SIGNATURE
Since your float must be the same amount every day, count it out first being sure to give
yourself an adequate distribution of bills and coins. Your daily cash averages or
shortages will show up on your deposit slip after you total the cash receipts.
MAKING ENTRIES ON THE CASH REGISTER
In recording be careful to depress the correct keys. Depress the identification key for food,
liquor or miscellaneous, and your individual salesperson's identification key.
When the information is set up on the keys, check to see that you have depressed the
correct keys. If you have made an error, you still can correct it by operating the
release key or lever and starting the registration all over again. With the proper keys
depressed, complete the registration.
The cash drawer is designed to open to its full length, so people with experience on the
cash register form the habit of checking the movement of the drawer with the left hand.
CORRECTING ERRORS
If you make a mistake by over or under ringing an amount on the register never by to correct
it by over or under ringing the next guest check.
The way to correct the error is to re-ring the transaction correctly and then to 'void' the
incorrect registration.
This cancellation can be done by placing the void slip in the till with all information on it.
Transfer number
Transfer amount
Transfer date
generally printed by the cash register
Have the slip signed by an authorized person. Put a marking on t. a audit strip to make the
void easy to find. The voids will be subtracted from the total reading at the end of the
day to balance with your cash. Do not lose a void slip since it is regarded as money.
.
163
157
I
HOW TO MAKE CHANGE
The handling of cash is like anything else, there is a right and a wrong way. There is nothing
complicated or confusing in handling money providing the same accurate procedure
is followed. When a guest pays his bill this is the procedure to follow:
State the amount of the food check white looking at your guest.
State the denomination of the bill, e.g.. $5.00, $10.00, etc.
Place the money on the register plate.
Place the food check in the register and ring in correct amount.
Check the glass to make sure you have rung the correct amount.
Count to yourself. starting with amount rung in register.
Count to the guest, starting with amount rung in register.
Sad' thank you, looking at the guest.
Place money in cash drawer, making sure all bills are facing the
same way, close drawer.
Handle one transaction at a time. Do not let anybody interrupt.
When making change, give the largest denomination of bills and coins possible in order to
conserve the supply of small change. Use a dime instead of two nickels or a quarter
and a nickel instead of three dimes. When short of coins, encourage the customer to use
the 'extra payment method', by which the customer gives the cashier small coins in addition
to a bill, in order to receive even change. If the salescheck is $2.05, and the customer
gives the cashier a $5.00 bill. the cashier may ask for an additional nickel to save
change.
if several persons pay their individual portion of a joint salescheck, encourage one
person in the group to collect the individual amounts and pay the entire bill, (this is not
always possible). This is another reason why it is important that the waiter or waitress
asks the guests whether orders are to be put on separate checks.
Never make change from your own funds. To do so is unbusinesslike, often causes
mistakes, and sometimes results in unjust suspicion.
When placing paper money in the cash drawer, always turn it face up, smooth it out.
and place it under the weight in the correct compartment. New paper money has a
tendency to `stick together. Make certain when handling it that you do riot give a customer
two bills instead of one by mistake.
Never 'bunch' several sales when reccrding them on the cash register. To do so would
destroy the accuracy of your establishment's records; the register would show that
only one customer was served instead of several. and even more serious, it would show
plainly that you were violating house rules with the result that you might be unjustly
suspected of dishonesty.
164 158
DISPUTES OVER CHANGE
If there is a dispute over money never simply take money out of the drawer and give it to a
customer.
If you are not positive who is right, have someone in authority take the reading. Then count
the cash. If possible this checking should be done in the customer's presence, but in
some cases it may be necessary to w 4 until after the close of business. This should be
explained to the customer with tact Ind courtesy. Never argue with the customer, if he
becomes argumentative, let someone in authority handle the situation.
If the above procedure cannot be followed, take the customer's name, address, telephone
number and explain that the manager will count the money at the end of the shift and
will contact the customer.
PROCESSING CREDIT CARDS AND CHEQUES
More and more frequently these days you will have to handle credit cards. It will be part of
your job to be familiar with the procedures involving these money transactions. Know
what credit cards are accepted in your establishment and follow the rules set up by
management.
The credit card medium of payment is here to stay. Well known credit cards used
nationally may include: Diners Club, American Express, Chargex and Carte Blanche.
The dollar value of food and beverage items consumed by the guest is transferred onto a
special form that is signed by the guest and is then mailed to the appropriate
organization which deducts a commission before making payment to the restaurant. The
organization in turn collects from the guest. The mechanics of processing the credit cards
are similar but the special charge forms that the guest signs differ.
Certain .points must be watched for when accepting credit _cards:
1.
Name of guest corresponds with credit card name.
2.
Signature of guest corresponds with signature on credit card.
3.
Credit card is not on 'stop list' (black list or cancellation list).
4.
Credit card has not expired
check date printed on card.
5.
Any charges over a certain amount determined by the management are required to have
an authorization number. Call the credit card company, give your business code,
the card holder's name, number and amount. The credit card company will authorize
the amount and give you an authorization number which you then record in the
appropriate space on the credit blank.
6. Be sure to date each charge form.
165
159
The following are samples only of some standard credit card blanks:
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VALID
WORLD
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2 3
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NAHA
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x
AMISS CORRESPONDENCE REGARDING INK CHARGE 10 AsovE
AMT. OF PURCHASE
1AYES
1111111
SIPS a 'AEC,
TOTAL AMOUNT -4
SIGHAEUREMEASE USE ME ROME PEN
AsSOCREWS COPY
ME
aws cart-
s [
00145.1 Ain
1 copy for the restaurant
1 copy
for the credit card company
1 copy
for the guest
166
160
Cade ombor Am. No.
Cardmennor
Approved Co*
Check 01 MO No,
SCIVIC. EsubbOonent
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TOTAL
loTOice Number
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Oard
Record of
Charges
Service
Establishment
Copy
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CHARGEX
XSIGNATURE
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FACTURE
AuTNORIZATION
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AMOUNT
MONTANT
BILL NODE NOTE
TAX
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PODANNR0
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,
161
167
CHEQUES
Few restaurants will cash a personal cheque for a guest, but occasionally this regulation is
relaxed if the guest is well known. Any requests to the waiter, waitress, or cashier for
cashing personal cheques should be referred to the manager for approval. If a cheque is
accepted in payment it should be:
1.
Made out to the exact amount of the bill owing.
2. Have full details on reverse side; e.g., address of guest, driver's license,
social insurance number and other identification.
3.
Stamped For Deposit Only' immediately.
4.
Checked for date, erasures, changes or differences between figures and amount
written.
HOW TO RECONCILE YOUR CASH
At the end of your shift, when all the food checks have been processed you must total your
cash. Follow these procedures.
1.
Count your float, be sure to have the exact amount, fill out float sheet with date
and signature.
2.
Count your cash receipts and fill out a cash deposit slip, (see example).
3.
Take a reading of the machine.
4.
Subtract voids from total reading to get Net Sales. This will be your total read-
ing and marked on the cash deposit sheet in the space provided.
5.
The difference between the Total Cash and Total Reading will represent the
overage or shortage, which is entered in the space provided.
6.
Depending on the house rules you may or may not be required to reset the cash
register for the following day.
In resetting the cash register, follow the same procedure as when taking a read-
ing except insert key into reset position, turn and push down. Depress each key
twice going through all departments and total.
7. When the machine has been reset the detail roll is removed. The detail audit strip is
then rolled up, dated, and sent with the cash deposit slip and the money to the
vault or other specified area.
8.
Change the date on the cash register for the following day.
9. DO NOT LOCK the cash register when no money is in the till, leave it open, this will
prevent forceful entry and possible damage to the cash register. (House policy
may vary on this particular procedure.)
16
168
4
SAMPLE OF CASH DEPOSIT FORM
Closing (New) Reading
Opening (Old) Reading
Todays Sales (Difference)
Less Voids (List on Reverse)
Net Sales (TOTAL READING)
Charges (List on Reverse)
DATE.
La 05. 00
9 56 .50
2. 54-
.
50
50
254
.
0 Co
CURRENCY
/0 x.01
= .10
5
x .05
=
,___Z___ x .10 = .2 0
7
x .25
= L .75
x.50
TOTAL
$2.30
Total Currency $
2... 30
BILLS
/0
x 1.00 = /0.1)0
/6
x 2.00 = 32. oo
4
x 5.00 = 2,0 .00
7 x10.00 = _70. 00
6
x 20.00
=12 0.00
TOTAL $252!°
Total Bills
$ .252,. 00
Cheques
$
Foreign Exchange
TOTAL CASH
TOTAL READING
..,,,11
OVER $
.
30
SHORT $ --
SIGNATURE:
$ 254-.30
$ 2.6'4. oo
CHARGES $
V
163
169
( TOT YOUtar
1.
What are the four most commonly used credit cards?
2.
Your customer has paid his bill, and when you give him back the change he swears
he gave you a $20 bill. You are equally sure he gave you a ten. How can you prove you
are right?
3.
There is an entry in the reservation book that reads Johnson 8:30. What informa-
tion is missing from this entry?
4.
The cashier must go on dinner break at 6:30 and you are hosting for the evening.
What should you do?
5.
You've rung the wrong amount on the cash register. Your customer is in a great rush.
What do you do?
6.
Your float is $75.00. Make up a sample float sheet to show the denominations
you'd use to make it up at the end of the day.
f
hinted in Cinodo
evoony to
for fonlibtolunta
00:orb. 1944 0
170
164
MR436