Food and Beverage Service eighth edition PDF

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Food and Beverage Service eighth edition Dennis Lillicrap • John Cousins The Food and Beverage Training Company, London Consultant editor for this edition: Suzanne Weekes Orders: please contact Bookpoint Ltd, 130 Milton Park, Abingdon, Oxon OX14 4SB. Telephone: (44) 01235 827720. Fax: (44) 01235 40...

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Food and Beverage Service

eighth edition Dennis Lillicrap • John Cousins The Food and Beverage Training Company, London Consultant editor for this edition: Suzanne Weekes

Orders: please contact Bookpoint Ltd, 130 Milton Park, Abingdon, Oxon OX14 4SB. Telephone: (44) 01235 827720. Fax: (44) 01235 400454. Lines are open from 9.00 to 5.00, Monday to Saturday, with a 24-hour message answering service. You can also order through our website www.hoddereducation.co.uk If you have any comments to make about this, or any of our other titles, please send them to educationenquiries@hodder. co.uk British Library Cataloguing in Publication Data A catalogue record for this title is available from the British Library ISBN: 978 1444 11250 4 First edition published 1971 Second edition published 1983 Third edition published 1990 Fourth edition published 1994 Fifth edition published 1998 Sixth edition published 2002 Seventh edition published 2006 This edition published 2010 Impression number 10  9  8  7  6  5  4  3  2  1 Year 2014, 2013, 2012, 2011, 2010 Copyright © 2010 Dennis Lillicrap and John Cousins All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without permission in writing from the publisher or under licence from the Copyright Licensing Agency Limited. Further details of such licences (for reprographic reproduction) may be obtained from the Copyright Licensing Agency Limited, of Saffron House, 6–10 Kirby Street, London EC1N 8TS. Hachette Livre UK’s policy is to use papers that are natural, renewable and recyclable products and made from wood grown in sustainable forests. The logging and manufacturing processes are expected to conform to the environmental regulations of the country of origin. Cover photo © Corbis. Typeset by Fakenham Photosetting Ltd, Fakenham, Norfolk Printed and bound in Italy for Hodder Education, an Hachette UK Company, 338 Euston Road, London NW1 3BH.

contents Acknowledgements How to use this book and master reference chart Master reference chart Introduction to the eighth edition

vi vii viii xi

C h a p t e r 1   The foodservice industry

1.1 1.2 1.3 1.4 1.5 1.6

Sectors of the foodservice industry Foodservice operations The meal experience Food production methods Food and beverage service methods Food and beverage service personnel

2 6 10 14 15 21

C h a p t e r 2   Staff attributes, skills and knowledge

2.1 2.2 2.3 2.4 2.5 2.6

Success in food and beverage service Attributes of food and beverage service personnel Service conventions Basic technical skills Interpersonal skills Health, safety and security

28 28 30 34 41 48

C h a p t e r 3   Food and beverage service areas and equipment 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12 3.13

Design and purchasing factors Stillroom Hotplate Wash-up Colour and lighting considerations Bar Furniture Linen Crockery Tableware (flatware, cutlery and hollow-ware) Glassware Disposables Automatic vending

55 56 57 59 61 63 67 70 71 74 79 83 85

C h a p t e r 4   The menu, menu knowledge and accompaniments 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13

Origin of the menu Classic menu sequence Classes of menu Influences on the menu Menu and service knowledge Hors-d’oeuvre and other appetisers Soups Egg dishes Pasta and rice dishes Fish dishes Meats, poultry and game Potatoes, vegetables and salads Cheese

90 90 92 97 99 100 104 105 106 106 107 109 110

4.14 Sweets 4.15 Savouries 4.16 Dessert (fresh fruit and nuts)

116 117 118

C h a p t e r 5   Beverages – non-alcoholic and alcoholic 5.1 5.2 5.3 5.4 5.5 5.6 5.7 5.8 5.9 5.10 5.11 5.12 5.13 5.14 5.15

Tea Coffee Other stillroom beverages Non-alcoholic bar beverages Wine and drinks lists Cocktails and mixed drinks Bitters Wine Spirits Liqueurs Beer Cider and perry Tasting techniques Matching food with wine and other drinks Safe, sensible drinking

121 124 134 134 137 141 144 144 158 161 161 165 166 170 175

C h a p t e r 6   The service sequence (table service)

6.1 6.2 6.3 6.4 6.5 6.6 6.7 6.8 6.9

Taking bookings Preparation for service The order of service (table service) Taking customer food and beverage orders Service of food Service of alcoholic beverages Service of non-alcoholic beverages Clearing during service Clearing following service

178 179 201 204 211 215 224 228 235

C h a p t e r 7   The service sequence (self service, assisted service and single point service)

7.1 7.2 7.3 7.4 7.5

Service methods Preparation for service The order of service Clearing during service Clearing following service

238 239 247 251 252

C h a p t e r 8   The service of breakfast and afternoon tea 8.1 Breakfast service 8.2 Afternoon tea service

256 260

C h a p t e r 9   Specialised forms of service

9.1 9.2 9.3 9.4 9.5 9.6 9.7

Service in situ Floor/room service Lounge service Hospital tray service Home delivery Airline tray service Rail service

267 267 273 276 277 279 281

C h a p t e r 1 0   Enhanced service techniques 10.1 Guéridon service 10.2 Introduction to carving, jointing and filleting 10.3 Flambé lamps, Suzette pans and hotplates 10.4 Hors d’oeuvre and other starters 10.5 Salads and dressings 10.6 Soups 10.7 Hot fish dishes 10.8 Steaks and meat dishes 10.9 Meat joints 10.10 Poultry and game 10.11 Sweet dishes 10.12 Fresh fruit

283 286 290 295 300 304 305 309 315 318 323 328

C h a p t e r 1 1   Events 11.1 11.2 11.3 11.4 11.5 11.6

Types of events Event service staff roles Event administration Event organisation Weddings Outdoor catering (off-premises catering)

334 335 336 339 353 358

C h a p t e r 1 2   Supervisory aspects of food and beverage service 12.1 12.2 12.3 12.4 12.5 12.6 12.7 12.8

Legal considerations Sales promotion Customer relations Staffing levels, staff organisation and training Food and beverage pricing Food and beverage revenue control Beverage control Performance measures

361 363 366 368 376 380 391 399

Annex A Glossary of cuisine and service terms

402

Annex B Cocktail and mixed drink listing and recipes

432

Annex C Cigars

440

Index 

443

vi

●●Acknowledgements The preparation of the eighth edition of this book has drawn upon a variety of experience and literature. We especially want to thank Suzanne Weekes of Thames Valley University, who was the editing consultant for this new edition. We would also like to express our sincere thanks to all the organisations and individuals who gave assistance and support in the revision of this text. In particular we would like to thank: Academy of Culinary Arts, UK; Academy of Food and Wine Service, UK; Mathew Alexander, Lecturer, University of Strathclyde, Glasgow; Belfast Hilton Hotel, Northern Ireland; British Airways plc; Burgess Furniture Ltd, London; City and Guilds of London Institute; Croners Catering, Croners Publications; Anne Dubberley and Julie Bromfield, Petals of Piccadilly, Birmingham; Dunk Ink; Andrew Durkan, author and consultant, formerly of Ealing College, London; Elia International Ltd, Middlesex; Euroservice UK, Welford, Northants; Foodservice Consultants Society International, UK&I; Professor David Foskett, author, consultant and Dean at the London School of Hospitality and Tourism, Thames Valley University, Ealing and also the Operations Team at the School; German Wine Information Service, London; Simon Girling, Restaurant Manager, The Ritz Hotel, London; The Glasgow Hilton Hotel, Scotland; Gleneagles Hotel, Auchterarder, Scotland; Great Western Trains Company Limited; Hunters and Frankau, cigar importers and distributors; IFS Publications; The International Coffee Organisation; International Standards Organisation; The Langham Hotel, London; Le Columbier Restaurant, London; Louvet Turner Coombe Marketing; Meiko UK Ltd; National Checking Co UK; Kevin O’Gorman, Lecturer, University of Strathclyde, Glasgow; Maidaid – Halcyon: PalmTEQ Limited UK; The Restaurant Association of Great Britain; Joachim Schafheitle, Senior Lecturer, Bournemouth University; Ashley Shaw, House Manager, The Westbury Hotel, London; Six Continents Hotels, London; Louise Smith, Flowers by Louise, Birmingham; Snap-Drape Europe Limited; Sodexo UK and Ireland; Steelite International; The Tea Council; Uniwell Systems (UK) Ltd; Katie Watson, Chef de Rang at Gleneagles Hotel, Auchterarder, Scotland; Ian Whitaker, Chief Executive, Cairngorm Mountain Limited, Scotland; Linden Wilkie, Managing Director, The Fine Wine Experience Ltd, London; John Williams, Executive Chef, The Ritz Hotel, London, and Williams Refrigeration. Figures 3.1, 3.2, 3.9, 3.10, 6.4, 6.5, 6.39, 7.3 and 8.6 were photographed by Andrew Callaghan. Figures 2.1–2.6, 3.4, 3.11, 5.1, 5.5, 6.3, 6.13–6.15, 6.18, 6.31, 6.32, 6.34, 6.37, 6.38, 6.40–6.42, 8.2, 8.5, 8.7, 9.4 and 12.6 were photographed by Carl Drury. Figures 3.7, 3.13, 4.4, 5.7, 5.8, 6.3, 6.6–6.10, 6.20, 6.35, 7.1, 10.3–10.6 and 10.8–19 were drawn by Mike Humphries, Clifton Graphics. Figures 3.12, 6.11, 6.12 and 7.3 were drawn by Oxford Designers and Illustrators. Photo on p.1 © foodfolio/Alamy; p.27 © Russell Underwood/Getty Images; p.54 © Lucky Dragon/Fotolia; p.89 © Jack Hollingsworth/Getty Images; p.120 © Laszlo Selly/ Getty Images; p.177 © Steve Baccon/Getty Images; p.237 © Tracey Kusiewicz/Getty Images; p.255 © Comstock Images/Getty Images; p.266 © Chad McDermott/Fotolia; p.282 © Anthony Blake/Photolibrary; p.333 © Ron Levine/Getty Images; p.360 © Kristjan Maack/Getty Images.

vii

●●How to use this book and master reference chart

The information in the book can be accessed in three ways: 1 Using the contents list at the front of the book (pp.iii–v) 2 Finding information through the index at the back of the book (p.443) 3 Using the master reference chart (pp.viii–x). The master reference chart takes account of the various examining and awarding body recommendations and assessment requirements, especially National Vocational Qualifications. The chart identifies aspects of food and beverage service and identifies the chapter or section where that information is detailed. Because of the wide variety of hospitality operations, the chart indicates the broad range of knowledge and skills that will be relevant to a range of food service operations. The chart can be used as a checklist when identifying the relevance of a particular aspect to a particular foodservice operation, job or qualification requirement, as well as a means of finding information. To use the chart, first select the aspect you are interested in from the tasks and duties column. Then note the chapter and/or section identified and go to the identified page number.

viii

●●Master reference chart Task and duties

Industry knowledge • Define food and beverages • Identify the sectors of the foodservice industry • Identify variables between different sectors • Explain the stages of the foodservice cycle • Describe examples of foodservice operations • Identify variables in different foodservice operations • Identify factors contributing to the meal experience • Define customer service • Differentiate between levels and standards of service • Describe food production methods • Distinguish between the service sequence and the customer process • Outline the relationship between the different operating systems in a foodservice operation • Describe food and beverage service methods • Identify the main job titles and roles within food and beverage service Personal skills • Identify factors for success in food and beverage service • Develop attributes necessary for food and beverage service • Comply with service conventions and know the reasons for them • Work within legal requirements • Develop competence in basic technical skills • Develop good interpersonal skills

Chapters/ sections and page numbers 1.1, p.2 1.1, p.2 1.1, p.2 1.2, p.6 1.2, p.6 1.2, p.6 1.3, p.10 1.3, p.10 1.3, p.10 1.4, p.14 1.5, p.15 1.5, p.15 1.5, p.15 1.6, p.21 2.1, p.28 2.2, p.28 2.3, p.30 12.1, p.361 2.4, p.34 2.5, p.41 and 12.3, p.366

• Be able to deal with: – adults – children – those with mobility difficulties – those with communication difficulties – customer complaints – customer incidents

2.5, p.41 2.5, p.41 2.5, p.41 2.5, p.41 2.5, p.41 2.5, p.41

Health, safety and security • Maintain personal health and hygiene • Maintain a safe environment • Avoid hazards • Deal with accidents • Carry out procedures in the event of a fire • Contribute to cleaning programmes • Maintain a secure environment • Deal with suspicious items • Deal with bomb threats

2.2, p.28 2.6, p.48 2.6, p.48 2.6, p.48 2.6, p.48 2.6, p.48 2.6, p.48 2.6, p.48 2.6, p.48

Master reference chart

Task and duties

Service areas, equipment and product knowledge • Know and apply knowledge of: – service areas and equipment – menus – menu knowledge and accompaniments – cuisine and service terms – wine and drink lists – non-alcoholic drinks, including hot drinks – wine – other alcoholic beverages

• Develop wine tasting techniques • Develop skills in matching food and wine/drinks • Know and apply the guidelines for safe, sensible drinking Service sequence • Take bookings for table service • Prepare service areas: – table service – self service, assisted service and single point service • Take orders for food and beverages and determine customer requirements • Serve food: – table service – self-service, assisted service and single point service • Serve beverages: – wine – other alcoholic beverages – non-alcoholic beverages • Clear during service – table service – self service, assisted service and single point service • Deal with payments • Clear service areas after service: – table service – self service, assisted service and single point service

Chapters/ sections and page numbers

 hapter 3, C p.55 4.1, p.90 to 4.4, p.97 4.5, p.99 to 4.16, p.118 Annex A, p.402 5.5, p.137 5.1, p.121 to 5.4, p.134 5.8, p.144 5.6, p.141 to 5.7, p.144 and 5.9, p.158 to 5.12, p.165 5.13, p.166 5.14, p.170 5.15, p.175 6.1, p.178 6.2, p.179 7.1, p.238, 7.2, p.239 6.4, p.204  .3, p.201, 6.5, 6 p.211 7.3, p.247 6.6, p.215 6.6, p.215 6.7, p.224 6.8, p.228 7.4, p.251 12.6, p.380 6.9, p.235 7.5, p.252

ix

x

 Master reference chart

Task and duties

Additional service skills • Provide other meal services: – breakfast – afternoon teas • Describe the different service in situ methods • Provide service in situ: – room service – lounge service • Provide enhanced levels of service – guéridon service – carving, filleting and jointing – prepare, cook and serve food in a food service area Events • Contribute to event administration

• Contribute to event organisation • Prepare for and serve at events • Provide service at weddings Supervisory responsibilities • Supervise within legal requirements • Implement sales development activities • Improve customer relations • Maintain staffing levels • Contribute to the development of teams and individuals • Contribute to pricing for food and beverages • Maintain practices and procedures for handling payments • Receive, store and return wines and drinks • Maintain cellars • Contribute to the control of food and beverage operations

• Maintain cleaning programme in own area • Maintain vending machine service • Supervise the running of an event

Chapters/ sections and page numbers

8.1, p.256 8.2, p.260 9.1, p.267 9.2, p.267 9.3, p.273 10.1, p.283 10.2, p.286 10.3, p.290 to 10.12, p.328  1.1, p.334, 1 11.2, p.335, 11.3, p.336, 11.6, p.358 11.4, p.339 11.4, p.339 11.5, p.353 12.1, p.361 12.2, p.363 2.5, p.41 and 12.3, p.366 12.4, p.368 12.4, p.368 12.5, p.376 12.6, p.380 12.7, p.391 12.7, p.391 12.6, p.380, 12.7, p.391 and 12.8, p.399 2.6, p.48 3.13, p.85 Chapter 11, p.334

xi

●●Introduction to the eighth edition The aim of the book Food and Beverage Service covers the knowledge and skills necessary for those studying and/ or working at a variety of levels in food and beverage service. The book also provides a framework on which to build further studies and to relate further acquired knowledge and experience. An explanation of how information can be found in the book is given in the section How to use this book. This section also contains a master reference chart, which summarises the tasks and duties for staff working in food and beverage service. The chart also identifies where to find information within the book. In revising this eighth edition we have taken into account recent developments in examining and awarding body recommendations and specifications, in education and training, as well as in the industry at large. The book has been prepared to support the studies of those wishing to be assessed at NVQ/SVQ Levels 1 to 3 in Food and Beverage Service, and for a range of other qualifications including those of the City and Guilds Certificate and Diploma in Food and Beverage Service. In addition, the book is intended to support the broader-based study requirements in food and beverage service for programmes leading to the award of the National Diploma, the General National Vocational Qualification, the Higher National Diploma, Foundation Degree and undergraduate degree programmes, as well as programmes of the Institute of Hospitality. It is also of value supporting in-company training programmes.

Trends in the foodservice industry Foodservice operations are continuing to improve and develop, together with advances in quality. The demand for food and beverages away from the home has increased and, with a broader spectrum of the population eating out, customer needs are continuing to diversify. Food and restaurant styles are also continuing to diversify to meet the challenges of the demands being made by increasingly knowledgeable and value-conscious customers. Menu and beverage list contents are constantly

being influenced by trends, fads and fashions, the relationship between health and eating, dietary requirements, cultural and religious influences, the advance of vegetarianism, and customer acceptance, or otherwise, of irradiation and genetically modified foods. The development of a diverse range of foodservice operations has necessitated developments in the approaches to food and beverage service. The traditional view of food and beverage service was as a delivery process, with the customer being considered a passive recipient of the service. Only the requirements of the operation itself would determine how the service was designed, planned and controlled. More recently this view has changed significantly, and for the better. The customer is now seen as central to the process and as an active participant within it. Increasing competition has meant that both the quality of the service and the perceived value of the experience by customers are the main differentiators between operations who are seeking to attract similar customers. Consequently, understanding the customers’ involvement in the process, and identifying the experience they are likely to have, and should expect, have become critical to the business success of foodservice operations. Expansion of the industry has generally meant greater choice. This, together with potential skill shortages and drives for efficiency, has seen a streamlining of foodservice operations. There is now less emphasis on sophisticated service techniques in some sectors, but more emphasis throughout the industry...