Food and Drink Service

Answers to activities

Similarly, it is helpful to know that there are various degrees of ACTION 1 section 1, p.4 vegetarianism. Some will eat fish, others won't (see page 39). If a customer teils you he or she is vegetarian, you can then ask further Some ofthe statements may have seemed a good idea, even though questions before recommending dishes from your menu. the details are not quite right for your workplace. Others would be totally inappropriate, but you can probably think of restaurants For more on suggesting alternatives, see page 54. where they would be suitable. Follow-up activity In a more formal restaurant, the customersgenerallywant efficient, knowledgeable service without being over-friendly. As the bar Il you are not planning to read section 11 because you do not work in chart on page 5 suggests, many customers expect formal service: counter service, read the industry box on selling ideas (page 87), then around 40% in The Butter Council survey, and 10% are impressed have a go at ACTION 43. by formal service. By comparison, just under 30% expect to be treated as a friend, and 25% are impressed when this happens.

Case study - informality not always accepted ACTION 4 section 1, p.9 Recently Forte Posthouses tried a new approach to customerlstaft Top photograph Manyfood and drink operations cater for customers communications. At a selected hotel, waiting staft took lood orders of all ages, and elderly customers do not require any special help. kneeling beside the customers' table, or, ilitwas asingle person dining, But if you are working in a fast food restaurant (where this sat down beside the guest. The idea was that the guest was 'not looked photograph was taken) you might find some elderly customers who down upon'. haven't visited such a place before, and are not quite sure how to order, or do not know that they haveto help themselves to drinking Michael Stevens, Head 01 Forte Posthouses, explained that the new straws, for example. approach had not gone down weil with the more traditional Posthouse guests. Other ways were being examined in wh ich the traditional Try not to sound patronising when you find customers don't know practices could be adapted to attract new customers. 'Communication what is expected of them. is a vital part 01 good customer care.' Centre photograph These customers have special needs because A senior Forte manager, who had joined the company recently, hadn't they are confined to a wheeJchair. The text on page 8 gives heard about the experiment, but recollected a similar experience: suggestions on how you can help. 'TGI Friday's use the "Puppy Dog Technique". The waiting staft have As children they have another set of special needs - they become kneeling stools, or sit beside customers to take their lood and drink bored easily. If the children are with adults, you might suggest orders. I was rather shocked when a pony-tailed young man slid on to some menu items which can be quickly prepared, and offer to bring the bench seat next to me. It was a lew moments be lore I realised he those as soon as they are ready. Some restaurants have novelty was doing this to take my order!' items which are intended to amuse and entertain children. Lower photograph People on their own in hotels, whether they are male or female, in a suite at The Grand in Brighton, where this photograph was taken, or less luxurious accommodation, should be ACTION 2 section 1 , p.5 treated with sensitivity and patience. Notice how this waiter is being friendly, yet taking care not to overwhelm the guest - he What probably struck you about this survey was the high score stands a respectful distance away, given to anything which related to customer skills. Many prefer to eat and drink in their rooms rather than appear alone in the restaurant and bar. Some are talkative - but you can't Further discussion points chat for too long or you will be neglecting other customers. Some Just under 40% 01 customers were impressed by the ofter to hang their are demanding, and seem to be outto make your Iife difficult. Some coat. And lor each 01 the other aspects 01 service, a signilicant number are shy and reserved, and you can make their stay more enjoyable 01 customers lell into the impressed category. Is this because they so with a little warm humour. olten don't get staft who are knowledgeable, helplul, etc.? Why is it that nearly one-in-ten customers don't like their glass being Follow-up activities refilled Irequently? Is it because they don't like leeling pressurised to Ask people you know who have special needs how, in their view, waiting drink more? How can you tell this? staft could do more to help. Alternatively, consider what waiting staft could do to avoid situations like Follow-up activity these - told by Peter Osborne, who is completely blind and his wile Kate, Il your workplace uses customer comment cards (see example on page who is 95% blind. 4). ask your manager il you may look through some 01 the replies. Discuss whatyou could do to makeyour customers' visit more enjoyable. 'Friends 01 ours were celebrating their lirstwedding anniversary. Always the romantic, the husband leaned across the restaurant table to give his wile a kiss, only to burn his chin on a lighted candle.' 'We love gäteau but hate itwhen itcomes on a flat plate with only a pastry ACTION 3 section 1 , p.7 lork - you chop oft a piece, the lork is too small to pick it up. You chase around the plate and the cream splurges everywhere.' Observing, Iistening and thinking are about taking note of, or paying attention to, what your customers are doing and saying. 'Loud music makes it difticult to hear when the menu is read to uso That doesn't mean being inquisitive. You shouldn't deliberately Furthermore, a large part 01 the enjoyment 01 a convivial evening out listen to customers' conversation, for example, but customers do with sighted or unsighted Iriends is conversation.' say things in your hearing which give a clue to their needs. Thereis a wider aspect to knowingwhatyour establishmentoffers. A good knowledge of what's on the menu is important, and you should also be able to advise customers on which wines or drinks would go weil with the various dishes, and what combination of dishes works best. To suggest to a customer that the prawn cocktail would make a delicious first course, and the King Prawns the perfect main course, shows lack of imagination. Answers to activities.

ease study - changing views on dress ACTION 5 section 1 , p.1 0 The 5-star Regent International which opened in London in 1993 has no Complaints from customers about waiting staff dress code. 'Not everybody likes to be told you have to do things because that's the rule', Wolfgang Nitschke, the general manager, told 1 Being asked who has ordered what - see pages 39 and 42 for some Caterer & Hote/keeper. 'I believe the client should be happy, and tips on overcoming this problem. whatever makes the client happy I should provide'. 2 Poor wine service - read section 10. 3 No order of service - see pages 40 and 44. 4 Being interrupted - quality service is unobtrusive, so it is ACTION 6 section 1, p.1 2, important not to interrupt customers' conversations, or to keep returning to the table to ask how everything is - this suggests no Hopefully you will never see customers throwing food at one notice is being taken anyway of how the customers are feeling. another in your workplace! At a more practical level, it is quite possible that you will have customers who lose their temper, or S Not being attended to on arrival- see page 37. Remind yourself start having a row with each other in the restaurant. The first rule ofthe statements to do with timing made in ACTION 1 on page 4. of course is to warn your manager. In the meantime, take care not 6 Unfriendly I unhelpful staff- the importance ofbeing helpful and to get involved yourself. friendly was noted in ACTION 2 on page 5. People who argue with each other in public sometimes try and 7 Bread not freshlwarm - purchasing bread is not usually the recruit outsiders to support their point of view: 'Now waiter, responsibility of waiting staff, but if procedures for clearing after wouldn't you agree that that's an absolutely stupid thing to say?' In service are not followed yesterday's bread may get muddled with this situation, waiters - and waitresses! - should give a neutral the fresh supply. Ifbread is meant to be served warm, and it is not, reply, e.g.: 'Well I don't think I can comment, really'. then either the serving staff have forgotten to put it in the hot cupboard, or they have allowed the bread to get cold before taking it to the customers' table. See step 5 of The Fox & Pheasant checklist on page 30. ACTION 7 section 1, p.12 8 Food not cooked to specification - this might indicate a problem 1 Pot pourri The example has been chosen to illustrate what totally in the kitchen, but with some dishes it is the responsibility of unexpected (and amusing)thingscan happen. To avoid embarrassing serving staffto ask how the customer would like the food cooked, the guest - providing he doesn't show any signs of ill henlth - you e.g. steak, fried eggs, roast beef. might explain that knowing he likes tea you have brought a packet 9 Poor tea I coffee - see page 69. of Oolong Black Dragon, Lapsang Souchong, or other speciality China tea which your establishment has in stock. 10 Plates cleared too soon - see page 5I. 2 Separate bills You probably wished you had asked ifthey wanted Complaints from waiting staff about their customers separate bills at the beginning ofthe meal. But, the priority at this 1 Customers who think that waiting staff must be servile - the stage is to sort things out quickly. Ask the customers to confirm customer is always right even when wrong. It does no harm to get what each person had, and wants to pay for - for example, how are complaints about customers off your chest - providing you do so the drinks to be split between bills? Offer to call a taxi. among colleagues and friends, and providing it hel ps you keep your Ifthe theatre is near, you might suggest that one ofthe customers approach to customers professional and uncomplaining. pays the whole bill and returns during the interval or at the end of 2 Customers flicking fingers to get the attention - this shouldn't the show for the separate bills. happen ifyou are keeping an eye on your customers. But ifyou are 3 III child Hopefully you would be more sympathetic to the child's very rushed, and a customer does have to attract your attention in problem than the waitress in this case study. this way, respond prom ptly, even if only with a smile and nod ofthe head to reassure them that you have noticed. There is nothing nice about cleaning up vomit, but a bucket ofhot soapy water (depending on the floor surface), disinfectant and lots 3 Customers who don't bother to turn up - careful attention to of absorbent kitchen paper will make it easier. Your supervisor will reservations procedures will provide your manager with the be able to take charge-it's importantfrom everyone's pointofview information to take the matter further if required. See page 37. that action is taken quickly. 4 Customers who reserve a table for 6 and then arrive with 4 or 8, without prior warning - the restaurant manager's response will Follow-up activity depend on how full the restaurant is, and how easily the seating at Make a list of more commonplace situations, and discuss with your tables can be adjusted. colleagues how they should be dealt with. Here are some ideas: (1) .5 Ladies who place their orders through their partners - something customers ask for two sausages and no bacon with the all-day breakfast; you learn to accept. (2) a single customer arrives and there is a choice between seating him or her at a corner table (which has just become vacant, but has not yet 6 C ustomers who eat everything and then complain - this can be a been cleared) or a table in the centre of the room; (3) a customer is ploy to get a free meal. This is why so much stress is placed on waiting forthe rest of the party to arrive before ordering. 15 minutes later, calling your manager in complaints procedures. the customer is looking uncomfortable because they are so late. 7 Customers who drink most of the wine, then complain - as 6. Corked wines are rare (see page 84), so the customer is on dodgy ground if planning to extract a free bottle from the restaurant. ACTION 8 section 2, p.16 8 Customers who smoke - this is why some restaurants have no­ smoking areas, and others have a complete ban on smoking. Unless you are a saint some of the items will have stars against 9 Customers who fail to observe dress code - many restaurants with them. It is all too easy in a busy workplace to take short cuts, or a strict dress code have a supply of ties which they can loan forget to do something because you are tired. gentlemen. If a lady guest is wearing trousers, and dresses are the rule, this can be more difficult to deal with. This is definitely Follow-up activities something to refer to your manager. Repeat the exercise after a month, and see what improvements you 10 Customers who try to intimidate starr - as 1 and 2. have made. Answers to activities

Form a discussion group with some colleagues. Pick out one or two of the items from each eategory and expand on them so that they relate ACTION 11 section 5, p.29 more closely to your workplacesituation. For example, 'Gethelp tocarry heavy items' might be changed to: 'Work in teams of two to carry This is a selection ofRoyal Doulton chinaware. Of course, there is banqueting tables. Never stack chairs more than 5 high as this is the enormous variety in designs of china, and some items are intended maximum that ean be earried safely.' to be multi-purpose. The main purpose ofthis exercise was to get you thinking about shapes and purposes of so-called hollowware Ask your supervisor if you can look through the accident book to make (see Glossary), and to demonstrate that some manufacturers a list of the accidents which have occurred. Use these to draw up a produce items with a very specific use (e.g. the mint sauce boat and safety checklist for your workplace. oatmeal bowl). From left to right: Collect together a set of all the safety procedures leaflets, procedures, Top: mint sauce boat, sauce boat, tea pot, coffee pot, jug. etc. in use in your workplace. Have a look at noticeboards, as weil as in the staft handbook and staft induction pack (if these are used). Make Centre: crescent salad dish, soup cup, oatmeal bowl, soup bowl. a list of any legislation which is referred to, with a note of the main Bottom: ashtray, marmalade dish, covered sugar bowl, salt cruet, requirements. pepper cruet, mustard pot, bud (flower) vase. Draw a diagram of your work area showing the loeation of fire fighting Follow-up activities equipment, and escape routes. Against each item of equipment, state its main use. Draw diagrams of all the difterentpieces ofhollowware in yourworkplace with a note of their names and main uses. Ask your manager if you ean add details of the price of each item and ACTION 9 section 3, p.19 whether a breakages chart would be useful. (Some establishments work out the number of items broken each week from stocktakes, and These are some ofthe points you may have written if you decided display the results in the service area as areminder to staft.) to take the positive approach. HAIR Kept clean and tidy, away from the face and away from food. Long hair should be tied back, loose hairs regularly brushed out. ACTION 12 section 5, p.31 COMPLEXION Clear skin and complexion. Any make-up used sparingly. On page 42 you will find some reasons why many food and drink operations lay the minimum amount of cutlery on the table. MOUTII Clean teeth and breath. Practices also vary as to the position ofthe bread knife (on the right, FINGERS AND HANDS Kept clean. Nails trimmed. Although on or by the side plate) and the dessert spoon and fork (both at the some employers do not insist, it is preferable to avoid nail polish. top, or the spoon on the right and the fork on the lett). Smokers should take special care that their hands are clean. Besides the general need for efficiency, it is important that customers JEWELLERY Kept to the minimum. have the right cutlery for their meal, and are not confused by a surplus ofitems. Some customers do not know what cutlery to use BODY CLEANLINESS Any odour will be offensive to customers. when the meal consists of several courses. Bath or shower frequently. Strong scents, perfumes, aftershaves, colognes, etc. should be avoided. Further discussion points CLOTHING Clean, weil pressed. Compare your drawings with those of colleagues, and discuss the FEET Comfortable, sturdy shoes, with non-slip soles. Kept clean reasons for any difterences. and in good repair. Heels of a practical height. How ean you best help customers who are not sure what cutlery to use for a particular course? What should you do when customers use the wrong cutlery before you ACTION 10 section 4, p.26 have had a chance to say anything? There is a lot to remember when you accept payment. It is very important, nevertheless, not to skip the checking process. The bank or credit card company will refuse payment if any detail ofthe ACTION 13 section 5, p.32 procedure has been overlooked. Preparing checklists like this one, and collecting examples of Follow-up activities workplace checklists, will help show your NVQ!SVQ assessor the The bank refuses to honour a cheque for f:50 because the customer's range of activities you are involved in doing. eard had expired. With your supervisor's help, work out how much money would have to be taken by the business to make up the lost profit. Follow-up activity Collect examples of work rotas/schedules which show the alloeation of Collect some menus from local restaurants. Ask a friend to order a meal pre-opening tasks between membersofstaft. For thosetasks which you and drinks from each: from one restaurant it might be for a meal for 3, are not involved in doing, but which appear on the range checklist on from another for just one person. page 36, e.g. preparing trolleys, get as much information as possible. Write down the food and wine order, as you would if you were working at the restaurant (some advice on this is given on page 38), then make out the bill. Use a calculator if you wish. ACTION 14 section 5, p.33 The photograph on page 21 shows the staff ofSt. Faith's School in Wandsworth, London, dressed for a Mexican day. In the employee feeding sector of the industry (providing the catering services to the staff of banks, insurance firms and companies of all sizes) theme events provide an effective way ofintroducing variety and boosting sales. • Answers to activities

ACTION 15 section 5, p.34 ACTION 18 section 6, p.40 These are the glasses you would need for the private party: The way the questions in this activity are divided into different 8 Martini cocktail 3 white wine categories is not important. But hopefully it did start you thinking 4 red wine 5 Champagne about some of the usual questions you might get faced with. 6 brandy 9 water. Principal use of the remaining glasses: (1) sherry (some sherry Follow-up activlty glasses are slightly larger); (2) white wine (manufacturers produce If you still think customers are predictable, discuss this letter to Caterer white and red wine glasses in various sizes); (7) fruit cocktail/ & Hote/keeper from Jean Nolan, manager of Ye Jolly Crofter in Horwich, dessert; (10) multi-purpose glass, could be used for water, beer, Lancashire. long cocktails, milk shakes, etc. One of our bar staff reeently came into the kitchen to ask if she could look in the soup kettle to see what colour the soup was. Follow-up actlvltles Draw achart showing all the glasses in use in your workplace, and their 'It's green,' I said. 'It's broccoli and harn.' purposes. She came back to tell me the customer didn't like green so wouldn't be Ask the person responsible for buying glasses in your workplace what having the soup. the reasons were for choosing the particular range. Make anoteofthese The customer ordered a salad instead! under such headings as cest, durability, overall design, conforming to regulations (this would apply to glasses used to measure draught beer, lager and cider, and wine sold by the glass). ACTION 19 section 6, p.41 The basic information in the descriptions you and your colleagues ACTION 16 section 5, p.35 gave should agree with the following: The illustration shows the tray set-up used at the Conrad Hotel. Salade Nü;oise - Tuna fish with anchovy fillets, French beans and The photograph on page 52 shows the order being delivered to the potato, Iightly tossed in vinaigrette and decorated with sliced guest. tomatoes and olives. (Your workplace might omit the tuna fish.) Pasta Carbonara - with garlic, mushrooms, smoked harn, cream. Club Sandwich - toasted, three-Iayer sandwich with bacon, hard­ boiled egg, lettuce, tomato, chieken and mayonnaise. Grilled Saz'non Steak with Hollandaise Sauce - salmon with a rieh sauce of egg yolks, butter, white wine vinegar and seasoning. Lamb Medaillon Marsala - tender slice oflamb (boneless) sauteed and finished with a rich sauce made with Marsala (see page 78). Quorn and Spinach Lasagne - layers of spinach and Quorn, a vegetable protein product that is high in fibre and high in protein. Potatoes au Gratin - potatoes baked in their jackets, halved, scooped out and mixed with grated Cheddar cheese and butter, returned to the jacket and cooked until golden brown. DutchAppte Tart and Custard - sugar pastry enclosing a delicious mixture of apple and sultanas, with a hint of cinnamon and lemon zest. Served with custard sauce.

Further discussion points What are the reasons for any differences between the tray set-up at the Conrad Hotel and your own workplace? ACTION 20 section 6, p.42 Host - add small knife and fork, add steak knife, keep table fork, Follow-up activlty remove table knife. Collect some examples of room service menus, if possible from a range Pearls-add sm all knife of hotels including de-Iuxe or 5-star, 4-star, 3-star, country house, etc. and fork, keep table Discuss with people working in the hotels concerned, what use their knife and fork. guests make of room service, and why the hotel has decided to offer that particular level of service. Bow tie-add soup spoon and fish knife and fork, remove table knife and fork. ACTION 17 section 5, p.36 Silk - add fish knife and fork, keep table knife Hopefully the reference to a dance floor did not distract you from and fork. the effectiveness ofthis checklist, achieved through its simplicity.

Further discussion points What notices need to be displayed in your workplace and why? Examples include: menus, drink priee lists, the measures spirits are sold in. If the notiee is a legal requirement, what is the minimum information it must give? Answers to activities

Further discussion points Omelette of.vour choice - table fork, or sometimes large knife and fork. Vegetarians get bored with being offered omelettes because The cutlery in the top illustration on page 42 has been drawn this way there is nothing else on the menu which is suitable (not the ca se so that you can identify the different items. Is this the correctway to take with this menu). cutlery to the table, or should the napkin/service cloth be folded over the knife blades, bowls of spoons, fork prongs, etc.? Pasta piccante - dessert spoon and fork. AB the pasta is in a tomato sauce with spicy sausage and chilli it would not be suitable for Follow-up activity vegetarians. Ask four friends to be the guests and demonstrate how each item of Pizza napoletana - table knife and fork. With anchovies, tomatoes cutlery would be changed in a traditional restaurant. and black olives the filling is not suitable for vegetarians, but no doubt the chef could offer an alternative which would be suitable. Alternatively, describe the procedure in words. You might find the following example, based on the Royal Logistics Corps (Catering) Braised tofu - table knife and fork. Tofu is soybean curd, high in procedure, helpful in starting you off. Note that it is based on changing protein. It has a fairly bland taste but readily absorbs the flavours a table d'höte lay-up, so you will need to make same adjustments. of sauces and other ingredients in the dish. Ideal for vegetarians of all types. If soup is ordered the waiterlwaitress will go to the right of the diner and King prawns - fish knife and fork - in many restaurants a finger remave the fish knife, then to the lettof the diner to remove the fish fork. The server will then adjust the cutlery for the second diner, working in bowl would also be placed on the table, half-filled with warm water a clockwise direction around the table, or in the traditional order, women to which has been added a slice oflemon. first, guests before host, etc. Char grilled fresh tuna - fish knife and fork. What will be clear from this is that you should not stretch across the Poached salmon - as the tuna. customer when adjusting the cutlery. Char grilled lamb cuttet - table knife and fork. Pork medaillon - as the lamb. Bookmaker sandwich - table knife and fork, or sm all knife and fork ACTION 21 section 6, p.43 - the sandwich filling is a grilled minute steak. These are the cutlery items on page 43, from left to right: Ploughman's lunch - small knife, or depending on the amount and type of garnish, small knife and fork. Suitable for vegetarians who Knives: tableIjoint, sm all/dessert, steak, fish eat cheese and butter. Forks: table/joint, small/dessert, fish Spoons: dessert, soup, teaspoon, grapefruit Follow-up activities Speciality forks: seafood cocktail, escargot (snails). Photocopy a selection of menus and draw a diagram against each dish to show what cutlery would be required by the customer. The cutlery requirements and those dishes suitablefor vegetarians are identified below. Identify the dishes which would be suitable for a vegetarian, and those which would be if the chef made minor adjustments to the ingredients. French anion soup - dessert spoon (as this dish is usually served in a small earthenware pot (marmite). U nless made with a vegetable Identify the dishes which a customer who is blind or nearly blind would stock (and then it is not true French onion soup), not suitable for find it difficult to eat (see page 8). vegetarians. Deep fried brie with cranberry sauce - small knife and fork. Suitable for vegetarians. ACTION 22 section 6, p.45 Saute of wild mushrooms - small knife and fork. Suitable for vegetarians. Ifbutter was used in the cooking, you would need to If you were puzzled why this activity suggested the fish fork is check that this was acceptable to the customer (see page 39 for removed from the left, and the knife from the right, the reason is types of vegetarianism). to avoid stretching across the customer. In a more informal style of service, this is not necessary - in fact the customers might find it Country pate - small knife and, depending on the garnish, small rather irritating. fork. Only suitable for vegetarians if made with vegetables. You might also have taken issue with the suggestion that soup is Tapenade - fish knife and fork, with small knife for the French served from the right. Some places do serve soup from the right, as bread, but small knife and fork would also be acceptable. it is a drink and drinks are usually served from the right. Others Parma ham with melon - small knife and fork provided the melon - and this includes hotels in the 5-star de-Iuxe Savoy Group - serve was cut into suitable size pieces for picking up with a fork, soup from the left. otherwise a dessert spoon and fork. (Parma harn is quite delicate, so it can be cut with the edge of a spoon.) Vegetarians could be offered the melon on its own. ACTION 23 section 6, p.46 Smoked Scotch salmon - fish knife and fork. Warm salad ofgoat's cheese, etc. - sm all knife and fork. Suitable for Tomato juice - Worcestershire sauce. Salt and pepper should also vegetarians, but not vegans. be available. Lemon slice - can be offered with mineral water, may be used to Two eggs en cocotte a la creme - teaspoon - cocotte is the name of decorate the tomato juice. the small earthenware dish in which the eggs are baked. Not Cheese straw - served with some soups, e.g. mock turtle. suitable for lacto-vegetarians or vegans. Tabasco sauce - one ofthe accompaniments with oysters. Some Two shirred eggs with bacon - dessert spoon and fork - the eggs are people enjoy it with tomato juice and with avocado. cooked in a flat-bottomed ovenproof dish (known as a sur le plat Fresh grapefruit - caster sugar. dish); the bacon would be chopped up so there is no need for a knife. Ginger - melon. Caster sugar is also offered with melon. Not suitable for vegetarians, but you could probably ask ifthe chef Brown sugar - coffee (alongside a bowl of white sugar). Baked could prepare a similar dish with a suitable garnish, e.g. mushrooms grapefruit is usually sprinkled with brown sugar before cooking. or asparagus. White pepper - normally part ofthe table setting. Answers to activities

Smoked salmon - cayenne pepper, lemon wedge, buttered brown Beamaise sauce - popular with steaks but not usually offered unless bread. Peppermill should be available. it is mentioned on the menu. Hot toast - päte. Parsley butter - with grilledlsauteed steak ifmentioned on menu, also with grilled fish dishes. Prawn cocktail - buttered brown bread (and sometimes, lemon wedge). Curry - grated coconut, orange segments and a whole range of Toast - potted shrimps. other accompaniments depending on the policy of the restaurant, Tomato sauce - usually inc1uded in the sauce for the prawn cocktail. inc1uding chutney, nan bread, sliced cucumber, tomato. So me customers enjoy tomato sauce with most dishes! Sliced beetroot - nothing, but beetroot juice is served with bortsch (a Freshly milled white pepper - some restaurants put peppermills for Russian and Polish soup based on beetroot). both black and white pepper on the table. Parmesan cheese - pasta dishes, minestrone soup. Spaghetti - Parmesan cheese, freshly milled black pepper. Chateaubriand - a cut from the head ofthe beeffillet, usually Rye bread - makes a delicious accompaniment to stronger, sharper serves 2 people. Normally Bearnaise sauce will be offered, and dishes, e.g. rollmops (herrings pickled in white wine vinegar with various mustards. herbs and spices), gravlax (salmon which has been marinated with Bombay duck - a dried fish eaten with curries. coarse sea salt, dill and brandy). German mustard - might be requested by the customer. Would also Cheese straws - sometimes put on the table for customers to 'nibble' be offered with frankfurter sausages, for example. at while they are waiting for their food. Gravy - with roast meats. Smoked trout - lemon wedge, cayenne pepper, horseradish, Pasta dish - grated Parmesan, freshly milled black pepper. buttered brown bread. Ketchup - another name for tomato sauce (see above). Tomato relish - as part of a relish tray with hamburgers. Melon boatslsliced melon - caster sugar, ground ginger. Brioche - soft roll or bread made from a very light yeast dough, Cheese - butter, rolls or biscuits, possibly fruit such as an apple, but slightly sweet. Can be offered as an alternative to bread rolls with not normally bananas (see page 50). soup. Sliced banana - curry. Lemon segment - most deep fried fish dishes. Minestrone soup - Parmesan cheese. Poppadums - curry. Melba toast - sometimes offered in addition to bread rolls. It is very ACTION 24 section 6, p.50 thinly sliced, dried toast. Wh ich boxes you ticked will depend on the styleofbreakfast service Fish fried in batter/bread crumbs -lernon wedge. you had in mind. The main purpose ofthis activitywas to encourage Tomato sauce - popular with fried fish. you to think how breakfast service differed from other meals, and Mayonnaise - many speciality fish restaurants offer mayonnaise as from one hotel or restaurant to another. weIl as tartar sauce with fried and grilIed fish dishes. If guests help themselves to cold and cooked breakfast dishes from Tartar sauce - with fried fish coated in breadcrumbs. a buffet, you will probably only need to take their order for Poached fish in a sauce - no special accompaniments. beverages, and to establish what room they are staying in (if it is Croissants - a favourite at breakfast. a hote!), or collect payment. However ifthe breakfast menu is a la Pitta bread - with taramasalata. carte (each dish priced), a detailed order is obviously essential. Croutons - with sou ps. Customers do have definite preferences on when they like their Worcestershire sauce - with lrish stew. beverage at breakfast. Many Americans, for example, like to be Sorbet - sometimes a wafer or biscuit. offered coffee immediately they sit down, and a gl ass oficed water. Hot ehoeolate sauce - with so me desserts and ice cream dishes, e.g. pears Belle HelE~ne. Follow-up activity Water biscuits - with cheese. Raspberry sauce - with some desserts and ice cream dishes,e.g. Write out the order of service for a traditional, full English tea, as might peach Melba. be offered at a very fashionable tea room or a top class hotel. You may need to do some research first: visit or phone any of these places near Green or mixed salad - usually vinaigrette, but some customers you, have a look through past copies of Caterer & Hote/keeper for prefer mayonnaise, others to make their own dressing with olive oil articles on tea at The Ritz, etc., contact The Tea Council in London. and vinegar. Roast beef - gravy, horseradish sauce, English and French mustard. Brown sauce - some customers enjoy this with eggs and bacon and ACTION 25 section 6, p.51 with snack dishes. Mint sauee - with grilled and roast lamb. The cutlery on the lower plate has not been stacked correctly, and the left-over food is scattered everywhere. You mayaIso have Dijon mustard - an example of a speciality mustard, which some customers appreciate being offered with grilled and roast meats. noticed that there are 2 knives and 2 forks on the lower plate, a third fork in the server's hand - where is the third knife? On the Roast lamb - mint sauce orjelly and gravy. floor, perhaps? Another mystery is why there are 7 plates in the Freshly milled pepper - might be on table. Should be offered with illustration, but only 3 sets of cutlery. pasta dishes, smoked salmon, etc. Cranberry sauce - roast turkey. Redcurrantjelly - sometimes offered with roast and grilled lamb. Roast pork - gravy, apple sauce. ACTION 26 section 6, p.53 Horseradish - roast beef, smoked trout. There will be two main areas in which your procedure for delivering English mustard - with beef, also enjoyed with grilled and baked a meal tray to an office wilI differ from the examples given: harn, with sausages, and with cold meats. Taking the order - as the activity referred to directors and senior Roast turkey - gravy, cranberry sauce, bread sauce. Soy sauce - with stir fried dishes and some Asian dishes. management, it is likely to be their secretary who orders the tray. She or he will often know exactly what is required, but if one ofthe Grilled steak (beet) - French or English mustard. usual requirements for the person concerned has been omitted, it Chutney - curry, Ploughman's lunch. Might be asked for with cold may be appropriate to ask, e.g.: 'Would Miss Merchant like the meat salads. usual bottle of mineral water with her meal?' Answers to activities

The secretary will not want tD keep disturbing the boss to ask whether this or that is required. But you may be asked before the ACTION 29 section 7, p.60 order is placed to explain the choice available. For a party of20, the plan ofthe room suggests that the buffet table Delivering the tray - the tray may be delivered to the secretary, is quite spacious. Since it is a conference the time for lunch is who takes it into the boss's office at the required time, or checks probably restricted. Some delegates may wish to eat their meal with the boss that it is convenient for you to enter. You should not quickly and have some fresh air, or make urgent telephone calls enter an office without being invited to do so. before the conference resumes. Others may not be very hungry, and will skip one of the courses. Further discussion points For these reasons, all the food would probably be placed out on the What sort of dishes would you recommend for tray service in a situation buffetjust before the delegates break for lunch, the hot dishes on like this? Bear in mind that the person probably wishes to continue warmers (or in rechauds, a special container for keeping food hot). working while eating. The menu suggests a four-course meal, so the arrangement offood should reflect this, with dishes 1 and 2 on the left ofthe table. The quiche and salads (4, 5, 6 and 7) might come next - on the basis of ACTION 27 section 6, p.54 cold food before hot. But since there are only 20 people tD be served, there is not much risk ofthe lamb (3) getting cold and it might be The Coppid Beech selling recommendations are based on offering preferable to place the lamb and quiche to the right ofthe starters, the appropriate accompaniments to whateverthe guestorders. For then the salads, then the sweets (8 and 9) and the cheese (10). example, if a guest orders soup, the implication is that he or she wants a snack. Hence the suggestions of sherry, a salad andlor a Further discussion points beverage. This is likely tD be more successful than an attempt to Whatare the advantages and disadvantages (to the customer and to the persuade this guest to order Champagne. workplace) of a buffet for a function of this type and size, compared to On the other hand, an order for Champagne suggests acelebration a sit-down meal? or special treat, and either strawberries or canapes would add to the occasion. How many staff would be required to serve the buffet, and keep the tables clear? What menus and style of service would be suggested to the company if they asked your workplace to arrange the meal? ACTION 28 section 7, p.56 Follow-up activity 1 A child is too short to see the buffet display - describe the dishes the child cannot see, asking questions tD check what sort offood the Collect examples of menus fram your workplace and elsewhere to child is interested in eating. Ifpossible, lift down some ofthe dishes include all types of buffet. Find outtor each whatthe usual arrangements so that the child can enjoy the display. would be for serving the buffet. 2 A guest has mi staken the pudding - poor arrangement offood on the buffet might confuse guests in this way, but do not embarrass the guest by pointing out the mi stake in a loud voice. A solution ACTION 30 section 7, p.60 might be to offer to take the guest's plate, explaining that one ofthe dishes he or she has chosen is much nicer served with cream, and It takes a lot of skill tD keep people's attention in a training session, you will be happy to transfer it tD a dessert plate. and to find a meaningful way ofbreaking down the points you need ,1 Aguest is in a wheelchair - ask the guest ifyou can describe what to get across. Generally it is better to concentrate onjust one or two is available on the buffet and putsomefood on a plate for hirn or her. key points. Ifthe buffet is not busy with other guests choosing their food, it may If you have used the safety points suggested on page 60, some be possible to offerto escort the wheelchair userto the food so that cartoons showing collapsed buffet tables, and dripping ice carvings you can give a fuller description ofwhat is available and show some might make the point very effectively. of the dishes. Remember the advice on page 8. 4 A group of children misbehaving - don't threaten to beat the children with a stick, as the waitress did in the case study on page 12. Ask the children firmly, but kindly, ifthey will sit down. Ifthe ACTION 31 section 8, p.62 parents are not around, or unwilling to control the children, you might offer tD get them some sweets or ice cream ifthey behave. There are various reasons why silver service has been replaced with plated service in many establishments: .5 A!?uest has difficulty walking - offer tD help escort the guest to the buffet table, and hold the guest's plate, or describe what is • new styles of cookery have put more emphasis on elaborate available on the buffet and bring the chosen dishes tD the guest. presentation of the food, with delicate arrangements of the sauce, intricate baskets ofpastry, and so forth. These can only 6Aguest's hand is ve!)' shaky - offer to hold the guest's plate. Done be done effectively on the plate from which the food will be in a kindly way, this should not embarrass the guest. eaten 7 Aguest has severely impaired vision - offer to describe the dishes • restaurants offering this style offood have become fashionable available, and to serve some for the guest. The guest may enjoy places - by contrast, silver service suggests a bygone era to walking up to the buffet table tD enjoy the tempting smells ofthe some people food, and the sounds of activity. Offer to accompany the guest, and • a large array of serving dishes are required for silver service, either describethe dishes yourself, orpreferably ask yourcolleagues and they are costly items tD buy and maintain who are serving at the buffet table to describe what is available. Remember the advice on page 8. • shortage of waiting staff with good silver service skills. BA breakfast customer has gone stratght to a table - invite the Fashions, of course, come and go. There is no doubt that silver person to make a choice from the buffet table, explaining briefly the service weIl done is impressive, and gives customers a degree of range of dishes available. Either take the beverage order, or personal attention that plate service cannot. reassure the custDmer that your colleague will do so shortly. Answers {o activities

Roast potatoes, peas, griUed tomatoes (in a 3-division dish) to 2 ACTION 32 section 8, p.65 customersat tabte - serving spoon and fork: with skill there is Iittle ri sk of spoiling the appearance of the vegetables. Ifyou are already skilled at serving food with a spoon and fork, try teaching a friend how to do it. Fresh (ruit salad(rom a sweet trolley - serving spoon. A fork would only be necessary if there were large items of froit. Further discussion points Gfiteaux at a buffet - cake lifter. There is a danger of squashing the gateaux if you use a spoon and fork. What would you da if you spilt same food or sauce on a customer's clothes while serving? How can you make sure everyone gets a similar size portion with a dish like peas? ACTION 34 section 8, p.66 Whatwould you da, if ata large banquetyou are just aboutto serve the Ifyour ideas were going to be used in aface-to-face training session, first guest on your station the main course, and you suddenly realise the there is more scope for humour and the slightly off-beat. plates haven't been put down?

Follow-up activity Write up a procedure or checklist to describe the service of ACTION 35 section 9, p.68 accompaniments with the various dishes on your workplace menu. As the cafetiere held two cups, the waitress might have suggested Study this illustration and comment on the way the sauce is the two customers share a pot. She should have explained what to being served. Identity what is on the small plates to the left and right of do with the plunger, and, better still, offered to push it down after the customer. delivering the coffee. Consultation with the manager might have led to an offer to serve coffee by the cup, as requested. The coffee could have been made in the normal way in the service area, poured into two cups and delivered to the customers.

ACTION 36 section 9, p.70 People who have had too much alcohol do react in different ways. The person who becomes quiet is not likely to cause a disturbance, but you still need to warn your manager in ca se the customer continues drinking and gets you and your employer into trouble with the law. Never accuse a customer of being 'drunk'. You could face legal charges for defamation of character. Ifit is necessary for you to say something, stick to the general expression 'had too much to drink'.

ACTION 33 section 8, p.66 ACTION 37 section 9, p.72 Bread roUs at a banquet - serving spoon and fork. In some Young, romantic couple - recommending Virgin Colada is Iikely to restaurants customers help themselves from a basket of rolls cause red faces a1l round. Besides that, the cream makes it rather which you offer to each in turn. rich for a pre-dinnerdrink. The other suggestions would be fine, the Sliced smoked salmon at a bu((et - serving spoon and fork. San Francisco if one of the guests did not want alcohol. Truite meuniere to 1 customer at the table - two fish forks (see Business executives - as it is a working lunch, they may not want illustration on page 64), or two fish knives, or serving spoon and to drink alcohol, but you should not make assumptions. Tio Pepe, fork splayed out. a very dry sherry, makes a good aperitif. Red wine is not usual as an aperitif, but that is no reason for discouraging customers from Truite me uniere at a buffet, or (rom a side table or gueridon - here ordering it. you have two hands free, so it is easier to use a serving spoon and fork without damaging the fish. At a buffet you might use a fish Middle aged couple - the tea or coffee would be acceptable serving knife and fork. suggestions. The Chocolate Monkey might be appropriate ifthey had had no dessert and wanted to spoil themselves with something Individual steak and kidney pies at a buffet - the pie server would sweet, rich and delicious. The Manhattan would not be suitable, in be easier to use than a serving spoon and fork . view ofthe alcohol content - customers sometimes ask for drinks Curry presented in a circle o( rice - for 1 customer at table: 1 serving they have heard of and think sound good without knowing exactly spoon and fork. As you would serve the rice first, there is no need what is in them. to use a separate set for curry and rice. With 3 customers at table Couple shopping - the rosehip, Earl Grey (also tea) and lime juice you would definitely need a second spoon for the rice, otherwise by would be suitable suggestions. Ifthey surprise you by askingforthe the time you reach the third person there will be little difference Gin fizz, keep a straight face, but this is not a recommendation you between the appearance ofthe curry and the rice. should make. Creamed potato, red cabbage and Brussels sprouts (in a 3-division Lorry drivers - do your best to make them relax by suggesting vegetable dish) to 3 customers at the table - 3 sets of equipment, as drinks they are Iikely to be familiar with, e.g. tea, coffee, beer, soft each vegetable is a different colour, and the colours will easily drinks. They might ask for Irish coffee without realising what it is: transfer from one to another. A spoon and fork would be best for explain carefully but not in a patronising way. both the Brussels sprouts and cabbage, and a spoon on its own for the potato. Answers to activities

All-male party - they are probably not too worried about preparing Draw a map 01 the world and show all the wine-growing regions. Give their palate for the meal to come, as none of the drinks listed is some examples lrom each. suitable. Grolsch and other imported lagers are likely to be more acceptable than the Rob Roy. You might suggest the Peach Crush Compare the names 01 the examples you have listed with the grape if one of the party did not want to drink alcohol. Ifyou are an out­ varieties described on pages 75 and 76. Find out about any other grape going sort of person, and have established a lively, light-hearted varieties you come across and write a short description 01 their main relationshi p with the group, you might suggest the Slow Comfortable characteristics. Screw. Have a look in local wine merchants and supermarkets and note the All-{emale party - Bloody Mary is normally apre-dinner orcocktail names and prices 01 one or two sherries and ports 01 each style. Are drink, too sharp for the end of the meal. The Creme de Menthe there any sherries wh ich do not match the style description, e.g. sold as Frappe (green, peppermint-flavoured liqueur poured on to crushed 'cream' butwhich are light in colour? Find outas much as you can about ice) and Brandy Alexander would be popular suggestions, the Coke those sherries and why they are described in this way. Floater (coke and ice cream) more suitable for children. Parents with teenage daughter - anything to make the young lady feel special. The first two suggestions would probably be popular, ACTION 40 section 10, p.79 the tea less so, and the Brazilian cocktail contains alcohol (Berro D'agua) so not a good idea. 2, 3 and 4 - elgin glasses. The medium-sized and largest gl ass (a Business person entertaining client - if they are to enjoy the schooner) are often used for sherry and port, but the shape and the subsequent wine, there is really only one recommendation: fact that the glasses are always filled to the rim does not allow the Champagne. If the host suggested the other drinks because he bouquet to be enjoyed. Another disadvantage is that they are knows the client would really enjoy them, keep silent! difficult to clean and polish. The smallest glass is for liqueurs. Elderly couple having a snack - the tea might be an appropriate 5 and 6 - brandy balloons. The short stern and wide bowl are suggestion, but it is not tactful to mention rheumatic pains. The suitable for cradling in the hands to warm the brandy so the full Caribbean coffee might be interesting for them. The Bloody Mary bouquet is released. The generous-size bowl in relation to the was described early in the activity, so you will know it is vodka­ amount ofbrandy that is poured in the gl ass allows the brandy to based - unlikely to be suitable. Bucks Fizz (Champagne and orange be swirled around the gl ass, so the warming process is speeded up. juice) is not appropriate either. 7 and 8 - Paris goblets. A very popular glass. The smaller sizes are not ideal for wine, as there is insufficient room for the bouquet to Follow-up activity develop. Collect details 01 all the drinks sold in your workplace, and make notes 9 and 10 - tulip glasses, an ideal, all-purpose wine glass. Its wide which will help you deal knowledgeably with customer questions, bowl narrows slightly at the top, holding the aroma and allowing promote sales, and serve each drink correctly. the wine to be swirled. It can be held by the stern so that the hands do not mask the appearance ofthe wine, nor alter the temperature Draft a procedure lor the service 01 a specilic range 01 drinks at table in of chilled wine. A wider-mouthed version is also available. Sherry your workplace, e.g. liqueur coffees. The Coppid Beech Hotel example and port can also be served in the tulip. on page 71 should give you some ideas. Include details 01 taking payment lor the drinks (here you might want to reler back to section 4). 11-Champagne flßte. Its narrow top and depth encourages and at the same time holds the bubbles of sparkling wine and Champagne. The shallow, wide-topped glasses (sometimes used for these wines) allow the bubbles to break up too quickly. ACTION 38 section 10, p.74 Follow-up activity Has your label given the required information? Is the design effective? Compare your work to the labels on the bottles on page Compare your answer to the earlier activity on glasses (ACTION 15). 73.

ACTION 41 section 10, p.80 ACTION 39 section 10, p.77 Discuss your recommendations with your supervisor, and then try No. ot region Deliberate mistake Correct region them out on some customers. Your answers will depend on the sort ofcustomersyou had in mind. Ifthey are obviously notregularwine 6 Burgundy Chateau Latour Bordeaux (8) drinkers, but want a special treat, you should probably stick to the 11 Veneto Reserve de la Comtesse Bordeaux (8) wines they are likely to recognise by name. It would also be sensible 7 Rhöne Meursault Charmes Burgundy (6) to ask some more questions before you recommend a particular 10 Piedmont (Piemonte) Cremant de Bourgogne Burgundy (6) wine - some people only enjoy sweet wines, for example, no matter what they are eating. 2 Rhine (Rhein) Valley Entre-Deux-Mers Bordeaux(8) Pouilly-Fuisse Burgundy (6) 5 Loire Further discussion points 13 Tuscany and Umbria Medoc Bordeaux (8) Are there any wines sold in your workplace which should be decanted Mosel-Saar-Ruwer Pouilly Fume Loire (5) belore service? II so, ask your supervisor to give you a demonstration 9 Languedoc and Roussillon Vouvray Loire (5) 01 how this is done. 3 Champagne Chateauneuf-du-Pape Rhöne (7) How many bottles 01 each wine are stored at serving temperature? Are 12 Emilia-Romagna and there any examples where the number is too high in terms olthe demand The Marches Pinot Blanc Loire (5) lor that wine, with the risk that the wine will deteriorate in quality? 8 Bordeaux Nuits St-Georges Burgundy (6) 4 Alsace Fitou Roussillon (9) Follow-up activity

Follow-up actlvltles For each 01 the wines sold in your workplace, name the menu dishes which the wine would accompany. II there are dishes with which you Drawa map showing the wine-growing areas 01 Spain and Portugal, and would not recommend a wine, what drinks would you suggest? name some examples Irom each area. Answers to activities

ACTION 42 section 11, p.86 ACTION 48 section 12, p.98 In deciding what displays you Iiked, did you consider the range of Did you try and vary what you said each time? If not, remind dishes served in yourworkplace, the preferences ofyourcustomers, yourself of point 5 in the text on page 98. and how long it would take to make up the display? Some of the Were any ofyour examples suitablefor particular times ofthe day, more elaborate displays in supermarkets would simply not be e.g. offering different breakfast combinations? If not, try and add practicable in a busy catering situation. some more. Follow-up activity Follow-up activity Study the photographs on pages 92 and 94. How could st. Valentine's With your manager's approval, try outyour examples on some customers. Day (or other special occasion) be marked in your workplace? If the response is disappointing, try varying the words or ideas until you have a collection that work weil.

ACTION 43 section 11, p.8? Did you notice in the Ealing Hospital chalkboard that customers ACTION 49 section 12, p.1 00 could buy tea bags (to take horne to make a pukka cuppa tea with)? Were any of your survey results affected by special circumstances? Quite a few counter service operations now seil products outside For example, it is difficult in very wet weather to keep the entrance the normal range offood and drink, e.g. confectionery, horne-made looking tidy. jams and cakes. Make achecklist ofthe areas you decided you could do better. Ask Further discussion someone to repeat the survey in a few weeks' time, so that you can judge where you still need to make improvements. Have a look at the photograph on page 1 which shows the use of a blackboard to list the dishes sold in a pub. What improvements would you suggest to the person responsible for writing the board? ACTION 50 section 13, p.1 05

ACTION 44 section 11 , p.88 2 Instant ingredients canisters 3 Cup magazine To do this activity scientifically you should have spent some time 5 Cup station observing what your customers actually do as they pass through the counter service area. 9 Waste bucket 10 Syrup canisters Follow-up activities 13 Dispensing spouts Repeat the exercise for coffee or breakfast service, as appropriate. 14 Whipper units and mixing bowls When you are next having a meal in a counter service restaurant, e.g. at a motorway service area or department store, study the flow of Follow-up activity customers as they move through the service area. What are the 'hot' Draw and label a diagram to show the parts of a drinks vending machine spots? What ideas could be adopted in your workplace to promote at your workplace/college. Alternatively get a brochure from the sales? manufacturers which includes a photograph of the inside of the machine, and label that. ACTION 45 section 11, p.90 Did you come up with any one-Iiners that your colleagues and friends did not Iike? One ofthe examples originally Iisted was 'How many Yorkshire puddings would you Iike, one or two? They only cost Xp', but someone reading the text who has to be careful about what she eats pointed out that this could be offensive.

ACTION 46 section 11, p.94 Compare your checklist and the CCG Services example with the other industry examples given in section 1.

ACTION 4? section 11, p.94 It can be very difficult for wheelchair users to see the display of foods on a counter, as it is for young children. You can help by describing what is available, and perhaps by showing some dishes to the person concerned. You should also offer to carry the person's tray. Compare your checklists with the answers you gave to ACTION 28 in Carvery and buffet service. Food and Drink Service

Further activities

Bruno Rotti, reetaurant manager at Claridge'~, put the ACTION Customer skills argument for ~en~itivity. 'Of eouree he i~ a ~ale~man. Of eour!~e he underetande the peyehology of the euetomer. But he aleo Adapt the following to suit your workplace situation more c\osely. neede eeneitivity. When it i~ right to 'eell' and when he ~hould never interrupt with a drinke trolley or eigan~; and when a elient Advice to staff at Hudson's likee to be ehatted to and when abMlutely not - perhap~ he i~ Cu~tomer eontaet tal king bueine~~ or want~ to be Id't alone to enjoy hi~ partner'~ eompany.' There are a thou~and different way~ of ~aying 'Good morning, ean I help you7' The .fi:S Eve Jot/eu, 1 December 1988. ~eeret i~ in your voiee. liHUDSON'S If you are tired or have had a bad day, it will A tradition of ExceIIence be tlotieeable in your voiee and manneri~m~ and will probably affeet the gue~t'~ ACTION Safety and security judgement on whether to ~tay or not. Below is the fire alarm procedure issued to the staff of Hudson's Under~tandably no one per~on ean be on a high note every day Coffee House in the Plaza Shopping Centre, Birmingham. or even all day, but it i~ very ea~y to di~eipline your reaetion~ ~o After studying it, arrange to visit some ofthe catering outlets in a that eaeh time you greet a gue~t your weleome i~ warm and shopping centre near you, or a similar,large multi-centre complex polite even if you are feeling under the weather. Thi~ ~ort of such as an airport. Explain you would like to learn about their fire reaetion generate~ ~ale~ and promote~ a good working procedures, and any special problems and priorities. environment. Use what you have learned to give abrief talk to your colleagues Telephone manner on the im portance ofknowing what action to take in the event of a fire. A di~eiplined, warm re~pon~e i~ e~~ential. Many people who have good ~ocial ~kill~ tend to negleet the~e when an~wering the FIRE ALARM PROCEDURE telephone. Thi~ ean be attributed to the fact that you eannot If you diecover or euepeet a fire, go immediately to one of ~ee the per~on on the end of the telephone line ~o why ~hould the neare~t fire eall point~, ~ituated by every fire exit, and you be welcoming and polite. aetivate the alarm. You mu~t remember that a lot of people making enquirie~ about If it ie eafe, eontaet Control and inform them of the fire Hud~on'~ Coffee Hou~e~ have never been to one, therdore your loeation (XXX XXX). telephone mannem go a long way to helping that per~on to build up amental pieture of the bu~ine~~ and onee again you ean 2 On aetivation of the alarm, you will hear intermittent fire make or break a per~on'~ deei~ion on whether to eome to bell~ whieh are baeked up by an alert me~~age on the publie Hud~on'~ or not. addreee ~yetem.

Aeeeptable greeting~ All ~taff ehould await further inetruetion~. No evaeuation i~ Good moming Sir, howean I help you? required at thi~ ~tage. 3 If found to be a fal~e aetivation, an all-elear me~~age will be Obviou~ly the greeting depend~ on the time of day and the given over the PA eyetem twiee eaying "pleaee note the eu~tomer'~ gender. emergeney hae now been eleared". If the eu~tomer i~ vi~ibly below the age of 18 then the ~ir/ 4 If it i~ a full alarm ~ituation then the alarm ~y~tem will madam may be dropped from the greeting. proeeed to eontinuouely eounding bell~. An evaeuation me~~age will be played through the PA ~y~tem. ACTION Customer skills 5 All member~ of ~taff muet evaeuate the building. The lift~ ehould not be ueed. Agree with your colleagues what are the most important skills for someone who is serving food and drink. Here are some thoughts Staff ehould aeeemble at St. Phillip~ Churehyard. from the Caterer & Hotelkeeper to get the discussion going. The Emergeney Coordinator will wear a yellow jaeket for eaey The waiter/waitre~~ of the 1990~ will have to CX1'ERER identifieation. be vemed in the additional ~kill~ of l;H~ 6 The Senior Fire Offieer will only allow areturn to the building eommunieation~, human relation~ and when he i~ eati~fied that it ie eafe. ~ale~man~hip. He or ~he will be the per~on at the point of ~ale with the opportunity to inerea~e every '~pend'. No attempt to return ~hould be made until thi~ a~~uranee hae been given. To do thi~, aeeording to Peter Sloyan (general manager of the Go~forth Park Thi~tle Hotel), the waiter/waitre~~ will have to learn to u~e 'body language and human p~yehology, a~ weil a~ paeing - that i~ matching your attitude and your tone of voiee, your rhythm of ~peeeh, to that of the euetomer. Creating a rapport.' Further activities

ACTION Security ACTION Clearing after service Personnel in the armed forces are particularly vulnerable to acts of You have been asked tocompile achecklist to suggest improvements terrorism. 0 n the basis ofthese detailed proced ures from the Army in the method for waste disposal in your workplace, with particular for dealing with suspicious object and bomb threats, and the emphasis on hygiene and safety. industry example on page 15, draw up achecklist which could be Below is the procedure used at the Clementine Churchill Hospital. used by the staffof a restaurant in an airport terminal or similar, high security area. WaBte diBpoBal SUSPICIOUS OBJECTS Food waBtage from a main meal (hot or cold) iB returned to the kitchen in the hot trolley on it!l original plate. You mUBt alwaYB endeavour to enBure that the meBB memberB do not leave objectB Buch aB briefeaBeB, BuitcaBeB, Bhopping Z Food waBtage Buch aB biBCuitB and BandwicheB mUBt be bagB and parcelB Iying about. Should you come acrOBB any Buch placed in the black diBpoBable polythene Back (in the Bervery item in BUBpicioUB circumBtanceB and with no name viBible on it bin). on no account attempt 1;0 move it, put it in 3 Yogurt waBtage mUBt be rin!led out from water, etc. Clear the area and inform the the coup and the coup waBhed in the !lervery The Becurity pemonnel aB rapidly a!l POBBible. diBhwaBher. The Bame applieB to cream and C/~m.mlnc )-Churchlll TELEPHONE BOMB THREATS clear BOUP waBtage. Solid partieleB in !lOUPB Hospllul Buch aB vegetableB mUBt be Bpooned out If you receive Buch a threat over the telephone, into the Bervery food bin and liquid waBtage the main priority iB to keep calm. Elicit aB much information aB rinBed. POBBible from the caller, putting down wh at you can into note form, the main pointB being aB folioWB: 4 During kitchen working hourB, 7 am to 8 pm, black waBtage BackB mUBt be Bent down!ltaim via the Bervice liftB after • location of the bomb each meal Bervice. Staff on late duty mUBt take their • time it iB due to detonate waBtage BackB downBtairB on their way home and place in • what it look!l like bin marked 'Catering' beBide the kitchen doorB. • how it iB fUBed • who the caller iB or which organiBation helBhe repre!lentB. 5 GlaBB, china and Bharp objectB mUBt be placed in the boxeB At the Bame time aB trying to get thiB information, try to provided in the Bluice!l. aBBiBt the Becurity forceB in tracing the caller by making a note 6 Empty boxeB and empty milk pergalB mUBt be taken of the following important pointB: downBtairB and put in the blue bin marked 'Catering'. WaB any code name or number given? If BO, write it down.

Z What BOrt of accent did the caller havef ACTION Taking payment 3 Did the caller Bound natural or waB the accent put on'?

4 Wa!l the caller calm, excited or po!l!libly drunkf Describe briefly how you would deal with each of the following situations: 5 Wa!l there any noticeable Bpeech defect'? 1 You work in England or Wales, and a customer hands over a 6 Were there any background noiBeB evident'? Royal Bank ofScotland no note. Once the caller haB rung off, or earlier if you can attract 2 You work in ScotJand and a customer hands over a Bank of England 5050 note. Bomeone elBe'B attention, contact the Becurity per!lonnel and carry out the evacuation programme for your meBB. Make Bure 3 A customer refuses to accept a 50p coin you have given in you are ea!lily found by the Becurity perBonnel when they arrive. change, because it is Irish. 4 Every customer seems to have nothing but large denomination notes, and you have run out of change. 5 Your colleague asks you to take over the till for a few minutes ACTION Hygiene in serving while he/she goes to the toilet. 6 Acustomer asks you forchange to usethe telephone, and there Devise a quiz along the following !ines. The theme of the quiz is is no other reason to open the till at that point (i.e. the customer personal hygiene for food and drink serving staff. is not paying for something at the time of the request). Decide on the words you wish to use. Keep sentences brief and 7 An elderly customer is having trouble finding the right money, punchy. and seems to be getting confused between the different notes. Re-write the sentences, omitting one or two words in each and 8 The customer is carrying a white stick, and hands over his/her leaving a blank space. purse on reaching the till. Make some copies of the quiz and try it out on some colleagues. 9 You have twice said the amount due, but the customer does not seem to have heard. Change any sentences which seem too difficult or too easy. For exam pie, if this was one of your sentences: N ever !ick the fingers you might omit the word 'liek', so the sentence reads: NEVER ---- THE FINGERS Further activities

ACTION Cheese service 1 ACTION Selling wine You have presented a colourful cheeseboard (shown immediately Successful establishments respond to the ever-changing needs of below). Your customer is appreciative but unsure ofthe varieties the customer by devising new ways of presenting their wares. offered. Name the cheeses shown below. These are some ofthe ways in which wine sales can be increased. Topleft Top middle Consider their relevance to your workplace, and mark the list accordingly: Top right Centre right uI already used Bottom right Bottom middle * should be considered 00 a good idea but not appropriate to your customers Bottom left Centre left Then discuss your assessment with your manager. If possible, try and arrange to beinvolved in the sales promotion, e.g. by contacting the tourist office for the country concerned to get material to help make an attractive display of the country's wines. o selling wine by the glass o special menus priced to include wine o increasing the range of half bottles o running promotions on a particular theme o joint promotions with suppliers o special wine ofterslwine of the day with display cards on tables/in menus o suggesting a wine for each dish on the menu o letting staft taste the wines, so they know what they're selling o oftering a sweet white wine from the dessert trolley o choosing high quality house wines of good value o displaying wines prominently and attractively o keeping wine prices competitive with other drinks o changing the wine selection frequently o putting the same mark-up on all wines regardless of price, e.g. f4, ACTION Cheese service 2 rather than 100% - this gives customers better value on the more expensive wines, and on a long-term basis can increase wine sales Your workplace is having aFrench theme day. You have been asked o using more attractive wine glasses to help briefyourcolleagueson the day'scheese board (shown in the picture on the right, below). o producing own-Iabel wines 2 o redesigning the wine list to give more information on each wine

3 4

5 6

7 B

9 10

11 12 Further activities

ACTION Knowledge 0' your workplace PART B What is the correct greeting when you first meet a customer or party of This is the checklist used at Hudson's, a prestigious coffee house in Birmingham'sCity Plazashoppingcentre, ofwhich TheBirmingham customers? Post writes Tables get moved, names are remembered, nothing tao much trouble. . For the purposes ofthis activity, the checklist questions have been split into three categories. Part Acontains those questions specific to a coffee house type operation. Part B contains the more general What is the house mineral water and its country of origin? questions which are likely to suit your establishment. Part C are tasks which you should demonstrate. 1 Ask your supervisor, trainer or tutor to amend the questions in PartA(and if necessary Parts Band C) to make them appropriate to your workplace. Identify and describe two desserts which make a higher than average profit 2 Answer each question in the space provided. 3 Demonstrate the tasks specified. 4 Discuss your answers and how you have performed the tasks with your supervisor, trainer or tutor. Where are the till rolls stored?

PARTA What information is required for taking a reservation?

State the components of a French breakfast.

Why should a waiterlwaitress never stand with his or her back to the seating area? State the ingredients for a health cocktail.

Why should dirty covers by cleared quickly? Recommend a coffee which we seil that is:

weak

strong Which way should a coaster be placed on a table/saucer? Name three herbai teas that we seil.

How much does a pot of house coffee for one person cost?

What does the alternoon tea consist of and how much does it cost? What is the correct manner in which to answer the telephone?

If a food and beverage item is ordered for which there is no till code/ Why should jewellery (other than a plain wedding ring) not be worn in number, how do you ring it up? food preparation or service areas?

PARTe Why is the ______Room named so? Demonstrate the changing of a till roll. Lay a lunch time cover for one person.

How long does the preparation of a speciality sandwich take? Food and Drink Service

Glossary a la carte - menu giving a selection of Cocktail - mixed drink, traditionally with Dumbwaiter - various meanings: (1) the individually priced items. alcohol base, served before the meal to sideboard in a restaurant or dining room Accompaniments - something tradit­ stimulate the appetite. Now enjoyed in used for preparation and storage; (2) ionally offered or served with a particular their own right, and many places offer a elevator or lift used for carrying trays of dish or drink, e.g. buttered brown bread huge range of flavours from very sweet to food, crockery, etc. (but not people) with smoked salmon. very dry, some without alcohol. between floors; (3) revolving circular tray placed on the dining table, so that American service - another name for Commis - assistant waiterlwaitress in a traditional restaurant team. Will help a customers can easily serve themselves to plated service. In a variation, used in a variety of dishes. so me holiday centres and schools, the more senior colleague serve, doing much plates are taken to table on a special of the fetching and carrying. English service-another nameforsilver carrier like a large afternoon tea cake Condiments - any spice or sauce which service, and, confusingly, for famlly stand (see photograph on page 14). people might wish to flavour their food service (from the tradition of the head of with, e.g. salt, pepper, mustard. the family carving or portioning and serving Bain-marie - a container which keeps everyone at table). food hot. Continental service - another name for Bill - statement of what the customer is silver service and for butler service. Family service - food is placed on the due to pay, usually itemised. table in serving dishes from which Corkage - a charge (per bottle usually), customers help themselves. Variations Bin number - the number of that part of when customers bring their own wine to include: (1) meatlfish/main item plated, the cellar/wine store where a particular drink in a licensed restaurant. customers serve themselves to vegetables; wine is kept. When used on the wine list, it Counter service - customers collect their (2) as (1), but server ofters vegetables to offers customers an alternative to saying, own food from a cou nter or table and take each customer in turn. and staff an alternative to writing down, a it to an eating area. Fu/ly-assisted:serving long name. Fast food service - customers select, staff serve all customers' requirements; order and collect their food from the Buffet service - food is displayed on partly-assisted:customers helpthemselves counter. The food is packaged so that it tables or counters. Has similar variations to some items; un-assisted: customers can be eaten in the restaurant (when it is as counter service, Le. fUlly, partly or un­ serve themselves to everything. usually put on a tray), ortaken away (when assisted service. Cover - the place setting for each it is usually placed in a bag). Bussing (Transatlantic term) - clearing, customer, including crockery, cutlery, Finger bowl - small bowl of warm water laying tables, fetehing and carrying for glassware and napkin. Also refers to the with either alemon slice, flower petals or other serving staff. number of customers expected/served, perfume, placed on the table for the Butler service - customers serve e.g. 50 covers. convenience ofthe customerwhen dishes themselves from flats or dishes held at Cover charge - set amount per customer have to be eaten with the fingers (e.g. King their side by the server. In other European added to the bill in so me restaurants. By prawns). countries, called French or Continental law it must be clear to customers before Finger buffet - food is served in small service. they order their meal that a cover charge pieces suitable for eating without the need Cafeteria - self-service restaurant. Term is added, Le. by a statement on the menu. for cutlery. not much used now, as it tends to be Crockery - plates, saucers, cups, bowls, Flat -Iarge, flat serving dish, usually oval associated with poor standards. dishes, etc. or round, with a shallow rim. Canape - mouth-sized snack oftered at Cruets - small containers for the table Flatware - two meanings: (1) all forms of cocktail parties, or with drinks before a which hold ground salt and pepper, and spoons and forks; (2) plates, soup bowls, meal. sometimes mustard, oil, vinegar - which saucers, etc. customers may require to add flavour to Carafes - open-topped container (usually their food. Float - a sum of money, coins and made of glass and fairly plain) used for sometimes notes, placed in the till at the serving wine and sometimes other drinks. Crumb down - brush crumbs and debris start of service so that change can be from table between courses. given to customers. At the end of service, Carvery service-joints of meat are carved Cutlery - strictly, knives and other cutting the value of the float is deducted from the atthe counterwhen customers have made takings and removed for safe-keeping to their choice. implements, but generally used to include spoons and forks. be replaced atthe start ofthe next session. Chef de rang - station waiterlwaitress in Decanter-container usedto serve wines, Fork buffet-food is of the sort (or cut into a traditional restaurant team. He or shewill small pieces) that can be eaten with a fork be responsible for serving a number of fortified wines and sometimes spirits. Usually made of glass, with a narrow neck only, the other hand being required to hold tables, usually with the assistance of a the plate. commis. and stopper, and can be quite ornate. Dolly (also spelt doyley or doyly) - used Frappe - drink served in a glass filled with Choice service - the food is assembled crushed ice, e.g. Cointreau frappe. Also on the plate by, or at the direction of, the to enhance appearance and presentation. Placed on or underdishes, glasses, cups, food served on a bed of crushed ice, e.g. customer. The basis of self-service melon frappe. (including partly-assisted self-service) or food, etc. Available in all colours. offer service. Drive-in service - customers order and collect their food without having to get out of their car. du jour - of the day, e.g. soup du jour. • Glossary

Free tlow system - fo rm of co u nte r se rvice Russian service - originally a form of Station-thetables allocatedto a particular (also called echelon or scramble service). butler or family service. As used in small member of staff to serve. The counters are arranged (e.g. staggered shooting lodge hotels in Scotland, the Still room - traditional name for the area at an angle, or arranged informally around dishes of food are placed on the sideboard where teas and coffees are made, toast, the room) so that customers need only go on hotplates or in rechaud dishes (with butters, milks, fruit juices, etc., prepared. to the counter holding the items they wish spirit warmers underneath), and guests to order. help themselves. In France gueridon Sweetener-sweetening agent, forcoffee, tea, etc., made without sugar. French service- another name for butler service is sometimes called Russian service. In America it is the name for service. Table d'höte-fixed price set menu oftwo gueridon service. Also another term for Salver - smalI, round tray used to carry or more courses, with a choice for each silver service. small items, and for the service of drinks. course. Garnish -decoration (e.g. slice of lemon) Savoury - in food and drink service it Table linen - tablecloths and napkins to enhance the appearance of a dish. Also usually refers to a dish which is not sweet which form part of the table setting, made aids digestion of certain foods (e.g. quarter in flavour. Also the name fordishes served of any textile, not necessarily pure linen. of lemon with battered, fried fish), and at the end of the meal after or as an Take-away service - customers select, compliments the texture and flavour of a alternative to the dessert, e.g. devilled order and collect their food from the dish (e.g. stuffing with roast chicken). kidneys on toast. counter, packaged to eat elsewhere. Gratuity or tip - money left by customers Service charge - an extra charge for Tray service-food is takentothe customer in appreciation of good service. Depending service of a set percentage (usually on a tray with the required cutlery, napkin, on the procedure ofthe establishment, it is between 5 and 15%). The menu must salt, pepper, etc. either kept by the individual who receives clearly state that such a charge will be Underliner - plate or saucer which is it, or pooled to be divided among the staff. added (or that prices include service). placed underneath something. There are Leading restaurateurs have campaigned Gueridon service - two meanings: (1) 3 purposes: (1) to protect the tablecloth for service charge to be abolished, since food presented on serving dishes, then from spills, e.g. a plate under a finger bowl the moneydoes notalwaysgoto staff. Tips placed on a trolley bythe customers'table or jar of marmalade; (2) to help carry the are a more direct form of rewarding good and transferred to each customer's plate item hygienically and safely, e.g. a plate service, they argue. using a spoon and fork (or other appropriate under the soup bowl; (3) to enhance cutlery); (2) cooking orfinishing ofthe dish Service cloth - cloth used to hold hot presentation, e.g. a plate under the coffee is done on a trolley in view of the customers, dishes, as a support under trays, for cup and saucer. e.g. boning a whole Dover sole, cooking polishing cutlery and crockery, for helping VAT -value addedtax. Acharge on many speciality steak. in the service of wine, etc. goods and services, paid to the Hollowware (also spelled holloware) - Show plate - decorative plate placed in government. Businesses with a large any item made from silver or stainless the centre of each cover, to enhance the enough turnover have to be registered for steel apart from flatware and cutlery, e.g. table setting. VAT, and their prices must be shown on teapots, milk jugs. Side table service - another name for menus and wine lists inclusive of VAT. Hors d'oeuvre - dish served as an gueridon service. Vending service - customers make their appetiser, the first course of a meal. There Silver service - food transferred to the choice from a selection displayed in a may be one item, or a selection on the plate in front of the customer, from a flat or machine. plate, trolley or buffet table. serving dish using a spoon and fork or Vintage-the yearwhen the grapes which MaUre d'hötel- restaurant manager. other appropriate utensil such as a ladle. made a particular wine or fortified wine Mise en place -literally, to 'put in place', Silverware - general term used to des­ were picked (harvested). refers to the pre-service preparation, cribe cutlery and metal flatware and Wine list - list of the names and prices of including setting the tables with cutlery and hollowware, whether they are made of wines from wh ich customers can make crockery and filling the sideboards. solid silver (very rare), silver-plate (e.g. their choice. Other details should include No show - person who fails to honour a EPNS electro-plated nickel silver), or thealcoholiccontentbyvolume (e.g. 12%), reservation (for a table at the restaurant). stainless steel. vintage, country and region of origin (if not clear from name). Some lists give a short Otter service-takes two forms: (1) when Slip cloth - placed over the normal tablecloth to cover the top of the table. It is description of the wine and recommend the food is presented to the customer on a dishes to accompany it. salver orflat, and the customer serves him quicker and easier to change and launder or herself; (2) Continental or silver service, a slip cloth rather than the full tablecloth. when the server transfers the food from Smorgasbord-Scandinavian style buffet, the salver on to the diner's plate. offering customers a variety of hot and Part-plated service-the more expensive cold savoury dishes as a starter or main meal elements or more complex course. components are placed on the plates before Sommelier-traditional titleforthe person meal service commences. responsible for serving wine in a restaurant Plated service - food is completely or hotel. Nowadays more often called the portioned and plated, usually inthe kitchen, wine waiterlWaitress. then brought to the table by serving staff. Spritzer - drink of half white wine, half Rocks-ice cubes, e.g. as inwhiskyon the soda water. rocks. Food and Drink Service

Index a la carte place setting 31 Cutlery and crockery Hygiene 17-20 Accident buffet service 57 buffet service 59 prevention 16 caring for 28, 29 counter service 91 procedures 14 counter service 86, 88, 91, 93 food hygiene 17 handling 31 Accompaniments 29, 45, 46, 90 handling plates, cutlery and table service 53 glassware 20,63 Account customers (taking payment) 25 personal hygiene 18 Adjusting table setting (to match Direct debit cards, accepting payment service cloth 63 customer's order) 42 by 25 table service 31, 49 Alcoholic drinks see also Wine service Disabilities, customers with 8-9, 48 vending service 101, 102, 104 laws relating to 70 Discount vouchers, handling 25 service of 70 IIlness reporting 20 Drink, soft drink dispensers 91, 106 strength of 70 ln-cup vending machines 105, 106 Anticipating customer needs 5 Drink service 67-72 see also Wine in counter service 90, 91,94 service in counter service 92 Licensing legislation 70,80 Lost property 15, 95 Bain-marie 94 Drinks, side to serve from 45, 68 Banquet service 48 Maintaining dining and service areas BanqueVspecial function place setting Equipment for service 31 see also Place settings counter service 86, 90, 91 carvery and buffet service 59 preparing 28-9 counter service 93 Breakfast, order of service 50, 52 silver service 64, 66 drink service 69 Buffet service 55-60, 65 take-away service 95 table service 53 Espresso machines 106 take-away service 95, 96, 99, 100 Carrying plated food 49 tray service 53 vending service 101 Carvery and buffet service 55-60, 65 Fast food service see Take-away Menu 95 Cash, dealing with 22, 23 service counter service 86 Charge cards, accepting payment by 25 Fire procedures 14 knowledge 41, 86 Cheese service 50, 119 Fish and chip shops 100, see also Take­ presenting 38 Cheques, accepting payment by 24, 26 away service table and tray service 38, 39, 41 China, caring for 29 Food temperature monitoring, in counter take-away service 95 service 91 wine service 80 Cleaning rota (example) 30 Fortified wine 73, 78 Metered drinks dispensers 91 Clearing after/between courses 51, 65 Fraud (in taking payment) 26 after service, counter service 89, 93 Fresh brew vending machines 106 Napkin folding 33 after service, table and tray 30 Fully-assisted (counter service) 85 use of in wine service 81, 82 plates 51 Function service 48, 65 Non-alcoholic drinks, service of 68 take-away service 96 Non-cash transactions 24 vending 101 Glassware Clothing the table 32 caring for 28 Order of service buffet tables 57 choice of 34 industryexamples 47,48 Coffee machine, cleaning 92, 106 safety aspects 34 silver service 63 Coffee service/making 68, 69 wine service 34, 79 table service 44,47 Communication difficulties 8, 9, 48, 97 Grape varieties 73, 75, 76, 78 Outdoor events 96 Communication skills 6 Greeting customers 4 Complaints, dealing with 10-11 in table service 37,47 Partly-assisted counter service 85 in take-away service 97 Contract catering 85, 91 Payment procedures 21-6 in tray service 4, 52 Counter service 85-94 in take-away service 99 Credit cards, accepting payment by 24 Personalappearance 18,62,63 Handling and recording payments 23 Customer incidents, dealing with 12 Place settings Health and safety 13-16 see also Customer skills 3-12 Safety and security adjusting 42 laying 31 counter service 90, 94 glasses, handling safely 34 drink service 70 trays, handling safely 30 Placing plates (in silver service) 63 take-away service 99 Health timer (on vending mach in es) 103 Plated service when taking orders (table service) Hospitals, tray service in 53 carrying plated food 49 40 clearing plates 51 Index

Portioning of food Selling skills 7 Taking payment 21-6 buffets 59 counter service 87 Tea making 69 drink sales, promoting 67 counter service 91 Telephone skills 6 silver service 63 example of selling recommendation room service orders by telephone take-away service 99 checklist 54 52 Posters 87 take-away service 97-100 taking orders (table service) 40 Temperature monitoring 91, 95, 103 Postmix vending machine 105, 106 Service cloth 63, 64 Tips (gratuities) 22 Premix vending machine 105, 106 in wine service 81, 82 Travellers' cheques, payment by 25 Pre-opening duties (examples) 30,32 Tray service 52, 53 36 ' Service equipment counter service 90 preparing and clearing 30, 35, 36 Preparing and clearing Trays, safety aspects 30 buffet service 57 Serving buffet service 59, 65 Trolleys (for room service) 35, 52 carvery service 56 counter service 85, 90, 91, 92, 94 counter service 86, 88 drink service 71 drink service 68, 69 Under-age customers (drink and wine table service 44-5 table service 31 service) 70,80 take-away service 97-100 take-away service 95 Uniform and hygiene 18 tray service 52 tray service 35, 52, 53 vending service 102 vending service 101 wine service 81-4 Vegetarianism 39 wine service 80, 81, 82 Side to serve from 45, 68 Vending 92, 101-106 Presentation of food drinks machines 104-106 buffet service 58 Silver service 62-6 food machines 102, 103 counter service 87, 90 Silverware, caring for 28 silver service 61, 63, 65, 66 Sneeze screens 86 table service 49 Wine Soup plates, clearing 65 take-away service 97 appreciation 79 Sparkling wine, how it is made 77 how it is made 76 Presenting service 73-86 the bill 23 Special needs, customers with 8-9, 48 serving temperature 81 the menu 38 Still operation (in counter service) 92 Promoting sales see Selling skills Stock and sales control for vending 103 Stocking up counter service 86 Refrigerated equipment 29 vending service 104 Refunds, handling and recording 24 Suspicious items or packages 15 Religious and cultural dietary needs 39 Replenishing stocks counter service 93 Table service 37-54 vending service 103-105 preparing and clearing 27-34 silver service 61 Reservations, handling 37 Table coverings 32,57 Table d'höte place setting 31 Safety and security 13-16 Tablecloths 32 carvery and buffet service 60 counter service 89 Take-away service 95-100 glasses, handling safely 34 preparing customer and service take-away service 99 areas 95 tray service 35 safety 96 trays, handling safely 30 selling techniques 98 vending, when servicing machines taking orders 97 102 thanking the customer 99 warming wine in microwave 81 Taking orders Sales incentive cards, handling 25 counter service 90 drink service 67, 71 Security 15 table service 38, 40 vending 102 take-away service 97, 98, 100 Self-clearing in counter service 93 tray service 52 vending service 102 wine service 80 •