1. 377 Transparency Masters START Chapter 14 Food and Beverage Division

2. Food and Beverage Departments Banquet and catering Culinary operations Stewarding Restaurant operations 378 Chapter 14—Food and Beverage Division Transparency 14.1-1

3. Food and Beverage Operations Gourmet and specialty restaurants Coffee shops Lounges or dining rooms in which live music or shows are performed Room service Combined banquet and meeting room facilities379 Transparency Masters Transparency 14.1-2

4. Food Service Positions 380 Chapter 14—Food and Beverage Division Transparency 14.1-3

5. Restaurant Servers: Prepare for service. Greet guests. Take the order.Serve the order. Create a friendly atmosphere where guests can enjoy themselves. Closely monitor guests’ alcohol consumption. Complete service. Help co-workers as needed.381 Transparency Masters Transparency 14.1-4

6. Banquet Servers: Prepare for service. Inspect tables for cleanliness and proper setup. Greet guests. Serve food and beverages. Complete service. Break down function rooms and service areas. Keep a count of the number of guests served. Help take inventory.382 Chapter 14—Food and Beverage Division Transparency 14.1-5

7. Banquet Setup Employees: Set up function rooms according to banquet event orders and property policies. Clean and maintain all function rooms. Use, clean, and maintain department equipment. Handle audiovisual equipment for functions (at some lodging properties, an outside company handles this). Break down function rooms and service areas.383 Transparency Masters Transparency 14.1-6

8. Bus Persons: Prepare tables for service. Prep side stations, condiments, and silverware. Bus soiled linens, dishes, glasses, and silverware from tables. Assist servers and guests to ensure total guest satisfaction.384 Chapter 14—Food and Beverage Division Transparency 14.1-7

9. Taking Food and Beverage Reservations Thank the guest for calling. Repeat the information back to the guest. Find out: Reservation name Preference for a booth or table Reservation date and time Number in the party Special requests Guest’s phone or room number Smoking or nonsmoking preference Greet the guest warmly.385 Transparency Masters Transparency 14.1-8

10. Menu Planning Factors Target market Food, beverage, and services types to be offered Property location Transportation and parking accommodatio ns and facilities Competition 386 Chapter 14—Food and Beverage Division Transparency 14.2-1

11. Menus Affect:  Labor  Equipment  Space  Layout and design  Ingredients  Time  Cost 387 Transparency Masters Transparency 14.2-2

12. Food and Beverage Employees Can Answer: What are the ingredients?How is it prepared? How large are the portions? What goes with it? What does it taste like?What may guests substitute for this item?What cannot be substituted for this item? 388 Chapter 14—Food and Beverage Division Transparency 14.2-3

13. Point-of-sale systems add up guest charges and print a bill. 389 Transparency Masters Transparency 14.2-4

14. Excellent Service Depends on Correctly Timing Meals 390 Chapter 14—Food and Beverage Division Transparency 14.3-1

15. Define These Terms Baked Boiled Braised Broiled Fried Deep- fried Grilled Poached Roasted Sautéed Steamed Stewed391 Transparency Masters Transparency 14.3-2

16. Common Rules of Plate Presentation The correct plate is used. The food looks fresh and appealing. The side of the glass or plate is clean and free of drips. The entree is placed at the 6 p.m. position. An appropriate garnish is used.392 Chapter 14—Food and Beverage Division Transparency 14.3-3

17. Common Garnishes Parsley Lemon slices or wedges Orange slices or wedges Cherries Tomato wedges or cherry tomatoes Carved or grated carrot Chocolate curlsEndiveFresh flowers 393 Transparency Masters Transparency 14.3-4

18. Food and Beverage Safety Avoid spilling beverages. Do not put hot ashes into the same trash bin as papers or other flammable objects. “Behind you.” Use the correct door when entering or leaving the kitchen service area. Wipe up all spills at once. When glass or china breaks, use a broom and dust pan to sweep up the broken pieces and a damp paper towel to pick up all remaining slivers. 394 Chapter 14—Food and Beverage Division Transparency 14.4-1

19. Food and Beverage Safety, continued... Put broken glass or china into separate trash containers; don’t throw it in with other garbage. Throw out food if there is any chance that broken glass or china may have spilled into it. Move crates, cartons, and other out-of-place items from stairways, aisles, and other walkways. Know where to find and how to use all fire extinguishers in the restaurant and kitchen. Keep fire doors closed. Know the location of all emergency exits in the restaurant and kitchen. 395 Transparency Masters Transparency 14.4-2

20. What is the Heimlich Maneuver ? 396 Chapter 14—Food and Beverage Division Transparency 14.4-3

21. Protect Yourself & Guests Always use serving utensils.Never touch food-contact surfaces.Re-use food items only if they are individually wrapped.Wipe up spills promptly.Never stack plates of food to carry them to the table. Wash hands after clearing tables and before touching clean tableware. Wash hands twice after using the rest room.Cover mouth when coughing or sneezing, and then wash hands.Wash dirty tableware promptly after use.Wash raw fruits/vegetables before preparation. 397 Transparency Masters Transparency 14.4-5

22. Room Service Attendant Responsibilities Helping co-workers as needed Removing items when guests are done with them Presenting food and beverages to guests in guestrooms or hospitality suites Delivering food and beverages Selling food and beverages398 Chapter 14—Food and Beverage Division Transparency 14.5-1

23. How can Room Service Attendants be excellent team players? 399 Transparency Masters Transparency 14.5-2

24. Superior Performance Standards Answer the telephone by the third ring. Be familiar with all menu items, including specials and desserts. Suggest menu items and daily specials. Tell each guest the approximate time of delivery and deliver food and beverages by that time. 400 Chapter 14—Food and Beverage Division Transparency 14.5-3

25. Superior Performance Standards, continued Ask permission to enter guestrooms. Set tables, remove coverings, and arrange dishes attractively. Use only full, capped, and clean condiment containers. Remove service trays and dishes promptly. 401 Transparency Masters Transparency 14.5-3

26. Guestroom Safety for Room Service Attendants Look at the floor of the guestroom before entering.Watch where you push your cart. Pick up items off the floor before pushing the cart into the room, or politely ask guests to move their belongings. Do not confront guests if you see a gun, drugs, controlled substances, pets, or damage to the room. Make it your goal to always bring room service equipment into the room. Prop open the door with a doorstop while you’re in the guestroom. 402 Chapter 14—Food and Beverage Division Transparency 14.5-4

27. 403 Transparency Masters Chapter 14 Transparency Answers Transparency 14.3-2 Baked—Cooked by dry heat in an oven. Boiled—Cooked in boiling liquid. Braised—Browned in a small amount of fat, then cooked slowly in a small amount of liquid. Broiled—Cooked by direct heat from above. Fried—Cooked in fat. Deep-fried—Cooked in enough fat to cover the food. Grilled—Cooked on a grid over direct heat, usually hot coals. Poached—Cooked in enough simmering liquid to cover the food. A liquid is simmering when it is just below the boiling point. Roasted—Cooked uncovered without water added, usually in an oven, by dry heat. Sautéed—Browned or cooked in a small amount of hot fat. Steamed—Cooked in steam with or without pressure. Stewed—Simmered slowly in enough liquid to cover the food. Transparency 14.4-3 An emergency technique, which consists of grasping a person around the waist and thrusting on the person’s abdomen to force any blockage out of the airway Transparency 14.5-2 By delivering food and beverage orders promptly to the kitchen or bar to prevent last-minute rushing for everyone involved By deliver soiled linens to the laundry department throughout a shift to prevent linen shortages and laundry work back-ups By keeping hallways clear of used room service items so that others will not trip over them By conduct inventories according to the schedule to ensure that other room service attendants won’t run out of supplies By reporting repairs to engineering and filling out a maintenance request form if necessary By bussing soiled dishes often so stewards won’t fall behind