Food and Beverage Service eighth edition Dennis Lillicrap • John Cousins The Food and Beverage Training Company, London Consultant editor for this edition: Suzanne Weekes Orders: please contact Bookpoint Ltd, 130 Milton Park, Abingdon, Oxon OX14 4SB. Telephone: (44) 01235 827720. Fax: (44) 01235 400454. Lines are open from 9.00 to 5.00, Monday to Saturday, with a 24-hour message answering service. You can also order through our website www.hoddereducation.co.uk If you have any comments to make about this, or any of our other titles, please send them to educationenquiries@hodder. co.uk British Library Cataloguing in Publication Data A catalogue record for this title is available from the British Library ISBN: 978 1444 11250 4 First edition published 1971 Second edition published 1983 Third edition published 1990 Fourth edition published 1994 Fifth edition published 1998 Sixth edition published 2002 Seventh edition published 2006 This edition published 2010 Impression number 10 9 8 7 6 5 4 3 2 1 Year 2014, 2013, 2012, 2011, 2010 Copyright © 2010 Dennis Lillicrap and John Cousins All rights reserved. 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Typeset by Fakenham Photosetting Ltd, Fakenham, Norfolk Printed and bound in Italy for Hodder Education, an Hachette UK Company, 338 Euston Road, London NW1 3BH. c o n t e n t s Acknowledgements vi How to use this book and master reference chart vii Master reference chart viii Introduction to the eighth edition xi C h a p t e r 1 The foodservice industry 1.1 Sectors of the foodservice industry 2 1.2 Foodservice operations 6 1.3 The meal experience 10 1.4 Food production methods 14 1.5 Food and beverage service methods 15 1.6 Food and beverage service personnel 21 C h a p t e r 2 Staff attributes, skills and knowledge 2.1 Success in food and beverage service 28 2.2 Attributes of food and beverage service personnel 28 2.3 Service conventions 30 2.4 Basic technical skills 34 2.5 Interpersonal skills 41 2.6 Health, safety and security 48 C h a p t e r 3 Food and beverage service areas and equipment 3.1 Design and purchasing factors 55 3.2 Stillroom 56 3.3 Hotplate 57 3.4 Wash-up 59 3.5 Colour and lighting considerations 61 3.6 Bar 63 3.7 Furniture 67 3.8 Linen 70 3.9 Crockery 71 3.10 Tableware (flatware, cutlery and hollow-ware) 74 3.11 Glassware 79 3.12 Disposables 83 3.13 Automatic vending 85 C h a p t e r 4 The menu, menu knowledge and accompaniments 4.1 Origin of the menu 90 4.2 Classic menu sequence 90 4.3 Classes of menu 92 4.4 Influences on the menu 97 4.5 Menu and service knowledge 99 4.6 Hors-d’oeuvre and other appetisers 100 4.7 Soups 104 4.8 Egg dishes 105 4.9 Pasta and rice dishes 106 4.10 Fish dishes 106 4.11 Meats, poultry and game 107 4.12 Potatoes, vegetables and salads 109 4.13 Cheese 110 4.14 Sweets 116 4.15 Savouries 117 4.16 Dessert (fresh fruit and nuts) 118 C h a p t e r 5 Beverages – non-alcoholic and alcoholic 5.1 Tea 121 5.2 Coffee 124 5.3 Other stillroom beverages 134 5.4 Non-alcoholic bar beverages 134 5.5 Wine and drinks lists 137 5.6 Cocktails and mixed drinks 141 5.7 Bitters 144 5.8 Wine 144 5.9 Spirits 158 5.10 Liqueurs 161 5.11 Beer 161 5.12 Cider and perry 165 5.13 Tasting techniques 166 5.14 Matching food with wine and other drinks 170 5.15 Safe, sensible drinking 175 C h a p t e r 6 The service sequence (table service) 6.1 Taking bookings 178 6.2 Preparation for service 179 6.3 The order of service (table service) 201 6.4 Taking customer food and beverage orders 204 6.5 Service of food 211 6.6 Service of alcoholic beverages 215 6.7 Service of non-alcoholic beverages 224 6.8 Clearing during service 228 6.9 Clearing following service 235 C h a p t e r 7 The service sequence (self service, assisted service and single point service) 7.1 Service methods 238 7.2 Preparation for service 239 7.3 The order of service 247 7.4 Clearing during service 251 7.5 Clearing following service 252 C h a p t e r 8 The service of breakfast and afternoon tea 8.1 Breakfast service 256 8.2 Afternoon tea service 260 C h a p t e r 9 Specialised forms of service 9.1 Service in situ 267 9.2 Floor/room service 267 9.3 Lounge service 273 9.4 Hospital tray service 276 9.5 Home delivery 277 9.6 Airline tray service 279 9.7 Rail service 281 C h a p t e r 1 0 Enhanced service techniques 10.1 Guéridon service 283 10.2 Introduction to carving, jointing and filleting 286 10.3 Flambé lamps, Suzette pans and hotplates 290 10.4 Hors d’oeuvre and other starters 295 10.5 Salads and dressings 300 10.6 Soups 304 10.7 Hot fish dishes 305 10.8 Steaks and meat dishes 309 10.9 Meat joints 315 10.10 Poultry and game 318 10.11 Sweet dishes 323 10.12 Fresh fruit 328 C h a p t e r 1 1 Events 11.1 Types of events 334 11.2 Event service staff roles 335 11.3 Event administration 336 11.4 Event organisation 339 11.5 Weddings 353 11.6 Outdoor catering (off-premises catering) 358 C h a p t e r 1 2 Supervisory aspects of food and beverage service 12.1 Legal considerations 361 12.2 Sales promotion 363 12.3 Customer relations 366 12.4 Staffing levels, staff organisation and training 368 12.5 Food and beverage pricing 376 12.6 Food and beverage revenue control 380 12.7 Beverage control 391 12.8 Performance measures 399 Annex A Glossary of cuisine and service terms 402 Annex B Cocktail and mixed drink listing and recipes 432 Annex C Cigars 440 Index 443 vi ●●Acknowledgements The preparation of the eighth edition of this book has drawn upon a variety of experience and literature. We especially want to thank Suzanne Weekes of Thames Valley University, who was the editing consultant for this new edition. We would also like to express our sincere thanks to all the organisations and individuals who gave assistance and support in the revision of this text. In particular we would like to thank: Academy of Culinary Arts, UK; Academy of Food and Wine Service, UK; Mathew Alexander, Lecturer, University of Strathclyde, Glasgow; Belfast Hilton Hotel, Northern Ireland; British Airways plc; Burgess Furniture Ltd, London; City and Guilds of London Institute; Croners Catering, Croners Publications; Anne Dubberley and Julie Bromfield, Petals of Piccadilly, Birmingham; Dunk Ink; Andrew Durkan, author and consultant, formerly of Ealing College, London; Elia International Ltd, Middlesex; Euroservice UK, Welford, Northants; Foodservice Consultants Society International, UK&I; Professor David Foskett, author, consultant and Dean at the London School of Hospitality and Tourism, Thames Valley University, Ealing and also the Operations Team at the School; German Wine Information Service, London; Simon Girling, Restaurant Manager, The Ritz Hotel, London; The Glasgow Hilton Hotel, Scotland; Gleneagles Hotel, Auchterarder, Scotland; Great Western Trains Company Limited; Hunters and Frankau, cigar importers and distributors; IFS Publications; The International Coffee Organisation; International Standards Organisation; The Langham Hotel, London; Le Columbier Restaurant, London; Louvet Turner Coombe Marketing; Meiko UK Ltd; National Checking Co UK; Kevin O’Gorman, Lecturer, University of Strathclyde, Glasgow; Maidaid – Halcyon: PalmTEQ Limited UK; The Restaurant Association of Great Britain; Joachim Schafheitle, Senior Lecturer, Bournemouth University; Ashley Shaw, House Manager, The Westbury Hotel, London; Six Continents Hotels, London; Louise Smith, Flowers by Louise, Birmingham; Snap-Drape Europe Limited; Sodexo UK and Ireland; Steelite International; The Tea Council; Uniwell Systems (UK) Ltd; Katie Watson, Chef de Rang at Gleneagles Hotel, Auchterarder, Scotland; Ian Whitaker, Chief Executive, Cairngorm Mountain Limited, Scotland; Linden Wilkie, Managing Director, The Fine Wine Experience Ltd, London; John Williams, Executive Chef, The Ritz Hotel, London, and Williams Refrigeration. Figures 3.1, 3.2, 3.9, 3.10, 6.4, 6.5, 6.39, 7.3 and 8.6 were photographed by Andrew Callaghan. Figures 2.1–2.6, 3.4, 3.11, 5.1, 5.5, 6.3, 6.13–6.15, 6.18, 6.31, 6.32, 6.34, 6.37, 6.38, 6.40–6.42, 8.2, 8.5, 8.7, 9.4 and 12.6 were photographed by Carl Drury. Figures 3.7, 3.13, 4.4, 5.7, 5.8, 6.3, 6.6–6.10, 6.20, 6.35, 7.1, 10.3–10.6 and 10.8–19 were drawn by Mike Humphries, Clifton Graphics.