Fundamentals in Food Service Operations Lobster Ink Notes PDF

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Summary

Aperitifs, Digestifs and Cigars Intro for Aperitifs Aperitifs are drinks that are offered to guests before they start thawaken the Guest's senses, spark their appetite and prepare their digestive system. eir meal. These drinks are designed to The Purpose of Aperitifs Are offered to guests to immedie...

Description

Aperitifs, Digestifs and Cigars

Intro for Aperitifs

Aperitifs are drinks that are offered to guests before they start their meal. These drinks are designed to awaken the Guest's senses, spark their appetite and prepare their digestive system.

1. The Purpose of Aperitifs - Are offered to guests to immedietely help them relax and kick off the dining experience. - Also prepare the Guest'sdigestive system for the meal to follow and act as a womderful stimulant for the senses.

2. Ideas for Recommending

- Often associated with different meals and times of day. - Breakfast = Bloody Mary Cocktai or Fresh Orange Juice with Sparkling Wine (Alcoholic) Green Tea, Earl Grey Tea or Jasmin Tea (Non-Alcoholic) - Lunch = Gin and Tonic, Beer Shandy, Pimm's No.1 Cup, Sparkling Wine and Light White Wines such as Sauvignon Blanc (Alcoholic) - Dinner = Kir Royale, Gin and Tonic, Martini, Campari Orange and Campari Soda (Alcoholic)

3. How to Recommend

- Use words to describe the flavours - basic words such as cold, refreshing or crisp

Intro for Digestifs

Digestifs

- luxurious spirits and liquers, enjoyed at the end of a meal - Generally High in Alcohol

1. Liquers - can be rich, sweet or nutty and are elegant, subtle and lacy on the palate. 1. Amaretto with almond flavours 2. Frangelico a hazelnut liqueur 3. Nachtmusik a chocolate flavour 4. Kahlua a taste of coffee 5. Southern Comfort a taste like peach 6. Drambuie a sweet and honey like liqueur 7. Cointreau a orange and citrus flavours 8. Galliano which tastes like aniseed and vanilla 9. Fernet Branca and Jagermeister have a herbal flavour

2. Unaged Spirits - Have not aged in wooden barrels and usually see through or light in colour (transparent) - All served well-chilled and enjoyed in a shot glass 1. Vodka 2. Schnapps 3. Sambuca 4. Grappa

3. Aged Spirits - Aged in wooden barrels which gives hem a beautiful, golden colour. 1. Aged Tequila (Anejo or reposado) 2. Bourbon 3. Irish Whiskey and Scotch Whiskey 4. Cognac

5. Brandy 6. Armagnac

Cigar Service - are one of the most luxurious additions to any dining experience - enjoyed at the end of the meal with a beautiful digestif - men will enjoy cigars because of strong and bitter flavours.

1. The Cigar Ritual - Cigar is a tightly rolled bundle of dried tobacco that is then lit and smoked - Cigar take longer to smoke than cigarettes and cigar smoke is far more powerful than cigarette

1. Cutting a Cigar - Cigars come with a cap that seals in the flavours and it needs to be cut before the cigar caan be enjoyed. - The amount odf cigar that us cut off affects the 'draw' that is the amount of smoke that will enter the guest's mouth each time they inhale.

2. Lighting a Cigar - Cigars should be lit with sedawood because sedawoods gives off very little fragrance when it burns and it wont affect the cigar's flavours and aromas - If you light a cigar witha normal butane lighter, the smell that it gives off may change the cigar's favours and aromas.

2. Preparing a Cigar

Needs the following: 1. A lined Tray 2. Service Cloth 3. A lighter

4. Sedawood 5. A cutter 6. An Ashtray

Step 1. Open the cigar cointaner and use a service cloth to place it on a lined tray. (Hold only on the wrapper) Step 2. Prepare the tray with a lighter, cedawood, ashtray and a cutter Step 3. Present the Guest with their cigar

If they aren't enjoying a drink, offer them a digestif such as Cognac, Armagnac or whiskey.

3. Ashtrays and Cigar Service - genrally like to keep as much of the ash as possible in their ashtary while they are smoking - don't usually clean the ashtray as often with cigarettes - when the ashtray is filling up, always ask politely whether you may remove it or not

Bread and Canape Service

Bread Service at the Table

- Bread service can be simple by placing the bread on the table for the guests to help themselves or it can be more elaborate as in the silver service of bread.

1. Providing bread accompaniments

- Bread should be served with appropriate bread accompaniments such as butter olive oil and balsamic vinegar. - Ensure that there is space to place the bread board. This will save you the trouble of having to make space for it while holding the bread in one hand.

2. Placing the bread board correctly

- A great touch before bringing out the bread is to ensure that there are equal numbers of guests and bread. - Place the bread in a position on the table that is easy for the guests to access. This means that the bread must be close to the guest's side plate. - If there is a lady at the table with men place the bread closer to the lady. This is similar to serving ladies first by allowing them to reach the bread first.

3. Clearing the bread board

- If the guests have finished all the bread, you should ask them if they would like some more. If so, be sure to bring another serving and more bread accompaniments if necessary. - If the guests say they would not like any more bread, remove the bread dish and bread accompaniments. Also remove the side plates, this will help to create more space for the guests which will allow them to be more comfortable.

Bread Baskets and Trays

- A very popular style of bread service is serving bread using a basket or tray. - In this style of service the bread is not placed onto the table but is rather presented to the Guest. - This way you are inviting the guest to make a choice and select the bread that looks most delicious to them.

Step 1. Fetch the Bread Accompaniments

- Make sure that you have placed the bread accompaniments such as butter, olive oil and balsamic vinegar onto the table if they weren't already there. This must come before the bread is served.

Step 2. Present and serve the bread

- Present the bread to the guests and explain what type of bread it is - Use words that will make the bread sound good to eat such as: Crispy, warrm and fresh - Don't go overboard but use one or two sparingly - always use a pair of tongs when serving - when serving bread from a tray, offer the guest from their left-hand side as this allows them to place it onto thei side plate easily. - Remember to hold the bread in your left hand when serving from the eft, so that you have good, open body language towards your guests.

Step 3. Clear the bread accomapniments

- when guests are finished with their bread just as with the table service of bread, offer them some more bread. - if they decline, make sure to remove the butter, olive oil, balsamic vinegar and side plates from their table to create more space. - It might happen that guests change their mind and ask for more breas when you have already removed the side plates and bread accompaniments. - If this happens simply bring them more some bread, side plates, olive oils, balsamic vinegar and butter

The Silver Service of Bread

- the silver service of bread involves using silverware to deliver bread onto a guest's plate. - it is a very traditional style of service and is usually used in fine-dining restaurants.

1. Equipment

- A plate or tray for carrying the bread to the table - Clean and neat napkin to line the plate or tray - Tongs

2. Creating tongs

Step 1. Use your bottom three fingers to hold the spoon. - Place the spoon on top of your middle and little fingers and place your ring finger on top of the spoon to secure it.

Step 2. You can then place the fork between your remaining two fingers - your forefinger and thumb. - If the item you are serving is flat, it maybe easier to have the prongs of the fork facing away from the spoon because it creates a smaller gap when closed. - If it is round item, such as a bread roll it is better to turn the fork so that the prongs face the spoon to create a round shape.

3. Silver serving bread

- before bring bread to the table ensure that the butter accompaniments have been placed on the tbale. - Hold the tray with your left hand and the tongs in your right hand whether proper tongs or a spoon and fork. - remember to serve accompaniments to the ladies first this basic manners and shows that you are courteous - present on the left

Canape Service

1. What are canapes? - are little savoury treats from the chef that are usually small enough to be eaten by hand in just one bite - is a base of bread or pastry and a topping such as meat, caviar, cheese or relish. - nowadays canapes may refer to any bite-size treat

2. Serving canapes at the table

- when serving canapes to a seated guest, you should deliver the canapes to the middle of the table within easy access of all guests. - If it is not possible to place in the middle, place them close to the lady.

Bread and Canape Service

Bread Service at the Table

- Bread service can be simple by placing the bread on the table for the guests to help themselves or it can be more elaborate as in the silver service of bread.

1. Providing bread accompaniments

- Bread should be served with appropriate bread accompaniments such as butter olive oil and balsamic vinegar. - Ensure that there is space to place the bread board. This will save you the trouble of having to make space for it while holding the bread in one hand.

2. Placing the bread board correctly

- A great touch before bringing out the bread is to ensure that there are equal numbers of guests and bread. - Place the bread in a position on the table that is easy for the guests to access. This means that the bread must be close to the guest's side plate. - If there is a lady at the table with men place the bread closer to the lady. This is similar to serving ladies first by allowing them to reach the bread first.

3. Clearing the bread board

- If the guests have finished all the bread, you should ask them if they would like some more. If so, be sure to bring another serving and more bread accompaniments if necessary. - If the guests say they would not like any more bread, remove the bread dish and bread accompaniments. Also remove the side plates, this will help to create more space for the guests which will allow them to be more comfortable.

Bread Baskets and Trays

- A very popular style of bread service is serving bread using a basket or tray. - In this style of service the bread is not placed onto the table but is rather presented to the Guest. - This way you are inviting the guest to make a choice and select the bread that looks most delicious to them.

Step 1. Fetch the Bread Accompaniments

- Make sure that you have placed the bread accompaniments such as butter, olive oil and balsamic vinegar onto the table if they weren't already there. This must come before the bread is served.

Step 2. Present and serve the bread

- Present the bread to the guests and explain what type of bread it is - Use words that will make the bread sound good to eat such as: Crispy, warrm and fresh - Don't go overboard but use one or two sparingly - always use a pair of tongs when serving - when serving bread from a tray, offer the guest from their left-hand side as this allows them to place it onto thei side plate easily. - Remember to hold the bread in your left hand when serving from the eft, so that you have good, open body language towards your guests.

Step 3. Clear the bread accomapniments

- when guests are finished with their bread just as with the table service of bread, offer them some more bread. - if they decline, make sure to remove the butter, olive oil, balsamic vinegar and side plates from their table to create more space. - It might happen that guests change their mind and ask for more breas when you have already removed the side plates and bread accompaniments. - If this happens simply bring them more some bread, side plates, olive oils, balsamic vinegar and butter

The Silver Service of Bread

- the silver service of bread involves using silverware to deliver bread onto a guest's plate. - it is a very traditional style of service and is usually used in fine-dining restaurants.

1. Equipment

- A plate or tray for carrying the bread to the table - Clean and neat napkin to line the plate or tray - Tongs

2. Creating tongs

Step 1. Use your bottom three fingers to hold the spoon. - Place the spoon on top of your middle and little fingers and place your ring finger on top of the spoon to secure it.

Step 2. You can then place the fork between your remaining two fingers - your forefinger and thumb.

- If the item you are serving is flat, it maybe easier to have the prongs of the fork facing away from the spoon because it creates a smaller gap when closed. - If it is round item, such as a bread roll it is better to turn the fork so that the prongs face the spoon to create a round shape.

3. Silver serving bread

- before bring bread to the table ensure that the butter accompaniments have been placed on the tbale. - Hold the tray with your left hand and the tongs in your right hand whether proper tongs or a spoon and fork. - remember to serve accompaniments to the ladies first this basic manners and shows that you are courteous - present on the left

Canape Service

1. What are canapes? - are little savoury treats from the chef that are usually small enough to be eaten by hand in just one bite - is a base of bread or pastry and a topping such as meat, caviar, cheese or relish. - nowadays canapes may refer to any bite-size treat

2. Serving canapes at the table

- when serving canapes to a seated guest, you should deliver the canapes to the middle of the table within easy access of all guests. - If it is not possible to place in the middle, place them close to the lady.

Coffee and Tea Service

Coffee Service

1. The timing - after a meal or breakfast, when taking guest's dessert after main course offer them coffee 2. Coffee recipes - with milk or without - espresso is the heart of all coffee a. espresso b. americano - espresso topped up with water c. cappuccino - espresso with hot steamed milk and foam d. Flat white - espresso with steamed milk or foam e. Latte - espresso with a lot of steamed milk and some foam f. Macchiato - espresso topeed with foam

3. Taking a coffee order 4. Serving coffee - cups facing in the same direction, right for right handed guests and left for left handed guest

Teas and Tea Service = elegance

1. Types of tea - breakfats, mid afternoon or after dinner a. black teas b. oolong teas c. green teas d. white teas

2. Types of teapots 3. Tea service 1. Set up tray with teapot on the middle

2.place the milk, sugar, saucers, cups and teaspoon with the handles pointing in the same direction as the cup's handle 3. place the biggest hottest item first

Body Language - The Basics

55% = Body language (Posture,Gestures, and movements) 7% = Words 38% = Tone of Voice

1. Your Posture 2. Eye Contact 3. Your Expression 4. Your Hands 5. Movement

Common Mistakes and Bad Habits

Communicating with Colleagues- Before Service

1. Communication before serving a. Guest information b. Communication with the kitchen and bar c. Areas of Improvement

2. Communication with colleagues during service a. Verbal Communication b. Non-verbal Communication c. Communication with the kitchen

3. Communication with colleagues after service a. Praise and grievances b. Highs and lows

Dealing with Complaints

Getting Ready todeal with Complaints

1. Attitude when Dealing with Complaints

- dealing with complaints and difficult requests is unfortunately the least enjoyable part of our jobs. - when dealing guests' complaints you could be: positive or negative

Positive - you can see the situation as a chance to grow and improve your service. - like a true professional, take the feedback to your head not your heart. - complaint is about an issue, not about you!

2. Words - Use guest's name = this shows care and personalised service - As always, USE positive words such as 'yes', absolutely and 'certainly' - AVOID negative words such as 'unfortunately', 'problem' and 'no'

3. Apologize - when apologising to guests note that there are two types of apologies - one is where you apologies that the guest is unhappy, for example; 'I'm sorry that you're not satisfied with your wine'.

- Note that here you have 't admitted that your establishment has done anything wrong, but rather are sympathising with the guest's dissatisfaction. - this type of apology is always applicable, because regarless of whether it's your fault of not, you don't want the guest to be unhappy. - the other type of apology is where you accept responsibilty for the problem.

The Principles of Dealing with complaints - How may I be of assistance? - listen actively - make solutions - took ownership of the problem - give timeframe for the problem to be fixed - follow up

1. Use guest's name 2. Listen to the whole complaint 3. Listen actively and confirm 4. Apologise and offer solutions 5. keep both dishes warm 6. Take ownership of the problem 7. Give feedback about time frame 8. Follow up

Guests with Unrealistic Expectations

1. Ask open-ended questions - open ended questions aim to try uncover the guest's exact expectations and the source of these expectations - expectations allows us to see misinformed or unrealistic expectations

- he is at your property and you should try to accomodate him

2. Explain the situation - It is necessary to politely explain where the information they heard or the expectations they brought are incorrect and saying that you undrstand that the cofusion must be frustrating for them - as this error is not your fault or your property's fault, you must explain in detail the actual information and the limitations that make thir expectations unrealistic.

3. Offer solutions - Offer solutions you can deliver on - Be creative - think of other ways to accomodate the guest

The Drama Queen Complainer

a. Make the guest feel heard b. Don't focus on their actions c. Apologise and provide a solution

The Serial Complainer

- are those guests who spend most of their time at your establisments looking for things that they can complain about - remember to thank them for their feedback making them feel that they have made your establishment better! - beware of apologising too much or giving complemetaries that are too generous

1. Never satisfied 2. Freebie seeker

The Non-Complainer or Embarrassed Complainer

- not all guests that are unhappy with their dining experience will complain - by not complaining, the guest will give no chance to correct any mistakes and we have lost valuable feedback about how you could improve our overall service delivery - is one of the most important guests that we need to look out for and handle professionally - observe the guest and create opportunities by doing checks that is were likely to spot problems and solve them

Apperance and Hygiene

1. Bathing and Body Odor 2. Teeth and Breath 3. Face 4. Hands and Nails 5. Hair

Uniform

1. Purpose 2. Parts a. Overall b. Fit c. Name Badge 4. Shirt 5. Pants and Skirt 6. Socks 7. Shoes

8. Pockets 9. Waistcoat or Jacket 10. Apron 11. T...