hotel management

Chapter 15 Catering Service and Practice (3)
The raw material procurement and supply department and the warehouse are responsible for the procurement, acceptance, storage and distribution of food raw materials.The quality of the procurement and supply department has a direct impact on the quality of catering and the cost of food raw materials. In small hotels, the head chef is responsible for the procurement and supply of raw materials, while in large and medium-sized hotels, a secondary department under the finance department is usually responsible for various materials and materials in the hotel, including Procurement and supply of food raw materials.

2. Kitchen
The kitchen is a production department that serves and complements the restaurant.It would be ideal if all the restaurants in the hotel could be served by one kitchen, but it is not feasible in practice.Therefore, in addition to the main kitchen in the hotel, each restaurant usually has a supporting kitchen.The head chef is responsible for the kitchen business, and there are various chefs and foremen under him.Some hotels also set up a catering department, which is in charge of restaurant layout, banquet layout, washing and cleaning of drinking utensils and tableware.

3. Restaurant, bar

The front desk service department of the catering department is all kinds of restaurants and bars in the hotel.No matter in terms of service form or catering characteristics, restaurants and bars are of all kinds and variety, and the larger the scale of the hotel and the higher the level, the more so.Large hotels usually have several or even more than ten restaurants and bar facilities, such as formal restaurants, banquet halls, flavor restaurants, cafeterias, multi-functional halls, coffee shops, lobby bars, cocktail lounges, etc.All kinds of restaurants usually have three levels of management personnel: managers, supervisors, and foremen, according to their size and level.Bars usually have a bar manager or supervisor.Large hotels usually set up a banquet department responsible for soliciting, organizing and serving banquet business.

Fourth (Section) Guidelines for Guest Room Catering Services

Among the many guests, there are often people who do not want to go to the restaurant and ask the waiter to deliver the food to their room.Among these meals, breakfast has the most food and drinks.This type of service is called "Room:: Service".In this section (section), readers will be introduced to the basic knowledge and service essentials of in-room catering services, and will understand the methods and service skills of in-room catering services.

[-]. Service method

When hotel guests request catering services by phone or other means, they must first correctly write down the meal content, room number, passenger name, delivery time, etc. ordered by the guest, and then send the ordered menu to the room catering service The person in the center or kitchen responsible for in-room catering.After the meal is ready, it must be delivered to the guest room according to the designated time. If the order of the guest is not much, it can be delivered on a tray.Be extremely careful when using the cart so that it does not tip over due to loose carpet or uneven ground.When carts or things are delivered to the door of the guest room, it is absolutely forbidden to open the door directly to enter. Be sure to knock on the door lightly first, and then enter the room until the guest allows you to send it in.At this time, you should first ask the guest where to eat, and then arrange the things according to the regulations. At this time, the waiter can ask the guest to sign the bill, thank you, and then turn around and leave. You don't have to stay in the guest room to serve the guest.After about 1 hour, it's time to clear away the cutlery and dishes.Any leftovers or tableware used by guests should not be placed in the guest room or in the corridor outside the guest room, so as not to produce peculiar smell and breed cockroaches, ants, and mosquitoes. The tableware should be sorted after being counted. They must be cleaned and returned immediately, and the remaining items returned to the restaurant kitchen with the tray or cart returned to its original location.

In the room catering service, most of the guests will order breakfast, so the room catering attendant must have a good understanding of the morning food.Generally, there are four main types of food in the morning: fruit or juice, eggs, bread, and beverages such as coffee or black tea.Now the content that should be paid attention to in the breakfast service is introduced as follows.

1. Juice or fruit

Restaurants in various places should focus on local general seasonal (seasonal) fruits, such as pineapples, papayas, bananas, watermelons, grapes, etc.If serving fruit, a fruit knife or fork should also be attached.

2. Eggs
There are many ways to make eggs, mainly boiled eggs, fried eggs, poached eggs, and egg buns.Boiled eggs are divided into medium-boiled and medium-boiled. Fried eggs can be fried on one side or double-sided. Usually fried eggs need to be accompanied by ham or sausage. In addition, please ask the customer which addition is required.

3. Bread

The staple food of breakfast is mainly bread, usually accompanied by butter and jam.There are usually two types of bread served in restaurants: toast and round bread.Butter and jam should be served with the bread at the same time, and a butter knife should be attached.

4. Coffee or black tea

Foreigners like to drink coffee in the morning, and it is the highest enjoyment to have a cup of delicious hot coffee.Therefore, special attention should be paid to the supply of coffee in the morning. The coffee must be served in a thermos pot with a capacity of about two cups, and must be accompanied by milk, sugar packets, coffee cups and teaspoons.If it is black tea, a slice of lemon must be added, and the rest of the items are the same as those provided for coffee.

In-room catering has less service for dinner, and its service method and table setting must follow the operating procedures of the restaurant.If the guest wants to enjoy all the meals in the room, the waiter must first deliver the soup and bread of the first course, along with the various tableware prepared, to the room in the dining car, and then serve the food in the order of the restaurant.About 20 minutes after the last dish is delivered, you can go to prepare to clean up the tableware in the room.If the dishes ordered by the guests are sporadic miscellaneous foods and the quantity is not large, it is also possible to serve them to the guests on a tray.

Second, matters needing attention

The biggest feature of in-room catering service is to give guests the most comfortable and free enjoyment of food and drink.Therefore, the catering service staff must not only deliver food skillfully and quickly, but also be polite and thoughtful, and have a kind and friendly attitude so that guests can get the best service.The skills that should be paid attention to in room catering service are introduced as follows.

(1) The food or drinks ordered by the guests must be delivered as quickly as possible, so as not to make the guests wait for a long time.

(2) Heat preservation or refrigeration equipment must be used to store easily cold hot food and easy-to-melt frozen food, and deliver them as quickly as possible. Do not send the food into the guest room when it becomes cold or melted.

(3) When delivering food to guests, seasonings or condiments, such as jam, butter, sugar, salt, pepper, etc., must be prepared in advance and sent to the guest room together with the required tableware. Be sure to bring them all at once to avoid three Adding it twice will not only waste time and manpower running back and forth, but also more likely to cause displeasure to the guests.

(4) If the guests order cold drinks, they must prepare enough glasses to temporarily increase the needs of visitors.

(5) After setting up all the things according to the regulations, you should leave the guest room quickly without standing and waiting.

(6) Carefully count the used tableware to reduce the loss of the restaurant. If there is any loss or damage, the guest should be kindly asked to retrieve it. If it cannot be resolved, it should be reported to the supervisor of the unit for handling.

Fifth (Section) Restaurant Catering Service Guidelines

Guests judge whether a restaurant is good or bad based on its service.A restaurant is a facility that satisfies the various needs of others through the services of some.For guests, although excellent service cannot cover up or completely compensate for the problems caused by low-quality food and beverages, a satisfactory meal will become dull due to poor service.In most cases, guests patronize a restaurant not just to satisfy the basic need of hunger, but often out of status, self-satisfaction, respect, attention, stimulation, enjoyment or pursuit of new dining experiences.Therefore, restaurant service is far from just serving wine and serving dishes and clearing dishes. It is a complex and meticulous professional activity.

[-]. FIT Service Guide

Zero service is another name for individual customer service, and it is the most basic service form of restaurant service.In general hotels, individual guest service is the main content of restaurant service.The basic process of individual customer service is: warmly welcome guests, guide them to their seats; accept orders (wine), order and cook; serve dishes in a certain order, serve attentively; pay accurately, and see off guests politely.Since Chinese food and Western food are different in catering content, meal procedures and method habits, Chinese and Western food individual services are also different in form and procedure.

([-]) General procedures for Chinese food individual customer service

1. Warm welcome
When the guests are led into the restaurant by the seat staff, the waiters in the relevant area should take the initiative to say hello to the guests, choose a suitable table according to the wishes of the guests and the specific situation of the restaurant at that time, and open the chairs to seat the guests. The guests are evenly distributed in the dining room, and then the table setting is adjusted instantly according to the number of guests, increasing or decreasing the number of dishes.Chinese food service for individual customers is relatively simple, generally including bone plates, soup bowls, spoons, chopsticks, water glasses, wine glasses, serving chopsticks, serving spoons, etc.

2. Serve the tea towel
Deliver small towels from the guest's right, pour tea or iced water for guests.

3. Accept order
Pass the clean and intact menu from the right side of the guests, and the waiters should know the special dishes, seasonal dishes, and out-of-stock dishes or drinks of the day.Correctly fill in the menu according to the regulations and categories, and repeat the dishes ordered by the guests to avoid mistakes.Depending on the circumstances, it is necessary to ask the guests whether to pay separately.The menu should be taken in triplicate, one for the cashier, one for the kitchen, and one for your own.In addition, it is necessary to communicate the special requirements of the guests to the kitchen in a timely manner.

4. Wine order service
When the guests finish ordering, the wine list should be posted as soon as possible, and the guests are invited to order wine.The waiter must understand the types of alcohol that are available or out of stock in the restaurant; must have a certain knowledge of wine and food matching, and give appropriate suggestions when customers choose drinks.Correctly record the wine and drinks ordered by the guests, mark the price through the counter, and take the wine list to the bar to pick up the wine.Record the wine and drinks ordered by the guests, and serve them to the guests correctly.Wine and drinks should be poured from the guest's right; the cocktail can be placed in the middle of the guest's bone plate.

5. Serve dishes in order
Serving must be carried out in a timely manner according to the order of Chinese meals.The waiter should take the initiative to introduce the dishes to the guests; take the initiative to serve the guests dishes according to the situation; and ask the guests for their opinions on the dishes.

After the first course is served, you should add wine for the guests (if the guests use wine), and for guests without wine, you should ask if they need to serve food.

6. Attentive service
Take good care of all guests in the responsible area and meet their various needs in a timely manner; actively replace bone dishes and ashtrays, add drinks and rice, and check whether the dishes are prepared; remove empty dish bowls in time, and send them to the laundry room after sorting.

7. Checkout Accurately
When the guests are about to finish their meal, hand over the small towel again, and ask the guests what services they need.After the guest signals to check out, he should hand over the bill from his right as soon as possible, check out according to the regulations and give thanks.

8. See off guests politely
When the guest leaves the seat, he should pull the chair for the guest, thank you, and welcome to come again.

9. Clear the table and resurface

([-]) General procedures for individual customer service of western food

1. Western food setting
There are three types of standard table setting for western food.

（1）简单摆台。比较低级的餐馆适合简单摆台，如咖啡厅，通常只包括：（1）服务餐盘、餐巾；（2）主餐叉；（3）主餐刀；（4）多用途酒杯。

（2）点菜摆台。点菜摆台也是一种较简单的摆台，因为餐具须根据宾客所点的菜式种类、数量及时补上。点菜摆台通常包括：（1）服务餐盘、餐巾；（2）主餐刀；（3）主餐叉；（4）红葡萄酒杯；（5）白葡萄酒杯；（6）面包碟、黄油刀。

（3）全摆台。全摆台适用于高级餐厅、宴会服务，以及其他菜肴道数固定和上菜顺序预订的餐饮场合。在全摆台中需要的餐具较多，包括：（1）服务餐盘、餐巾；（2）色拉叉或主餐叉；（3）主餐叉、主餐刀；（4）鱼叉、鱼刀；（5）共油刀、面包碟；（6）甜点刀叉；（7）冷水杯；（8）红、白葡萄酒杯；（9）香槟酒杯；（10）汤匙。

The above are the three forms of standard table setting in western restaurants.The restaurant should be flexibly controlled according to its own characteristics and needs. If a simple table setting is used, other necessary tableware can be added temporarily; if a full table setting is used, the tableware that is not used by the guests can be removed in time, and the rules should not be strictly followed. .

2. Western food service method
Restaurant service mode refers to the method and form of food provided by the restaurant. There are four common service modes in western restaurants as follows.

(1) British service.This way is similar to the way European and American families eat.After the kitchen prepares the food, it is placed on a large plate, and the waiter brings it into the dining room for the guests to watch.Then, the dishes that need to be cut, such as barbecue, should be cut by the waiter, and then the food is delivered to the table, and the guests pass it down one by one, and each person takes the food from the plate, just like eating in a British and American family.The British service method is mostly used by restaurants that specialize in family dining guests, and it is not commonly used in hotel restaurants at present.

(2) French service.French service is said to have originated at the court banquets of Louis XIV.The whole banquet is divided into three parts, the first and second parts are soups, game and grilled meat dishes, and the third part is various desserts.Before the guests take their seats, the various dishes of the first part have been served.Hot dishes are heated and kept warm by the stove.After the guests have finished the first part of the dishes, in order to facilitate the waiter to change tables, the guests must leave the table to rest and prepare the second part of the dishes for serving.

This service method has obvious disadvantages, and it is not easy for general commercial restaurants to do so, so it has not been handed down.The so-called French service is the creation of the French hotel company Ritz, so it is also called Ritz service.The most cumbersome and costly is the French service.Its main feature is that each service desk in the restaurant needs a waiter and an assistant, that is to say, table service requires two service personnel to carry out at the same time; the last process of each dish, simple or complex, has to be done on the table. While finishing, the waiter and assistants work together closely.

A major feature of French service is that the final processing of each dish must be done at the guest table, usually on a trolley, so some people call French service "car service".The basic steps of French service are as follows: the waiter greets the guests to take their seats, pours water, delivers the menu, helps to choose dishes and wine, bills, and then delivers the aperitif, and the assistant sends the menu to the kitchen, the kitchen prepares the food according to the menu, and Put the food on a silver plate, put it on a well-dressed trolley, and be pushed into the dining room by the assistant.Some of the dishes that come out of the kitchen are fully cooked, and some are semi-finished. The cart is equipped with heating equipment, such as alcohol stove, electric stove, etc., and the cart is pushed to the table where the guests are dining. The waiter holds up the silver plate for the guests to appreciate. , and then in front of the guests, the last process of the dishes is completed, some need to be processed, some are just heated or cut, or boneless, and some need to add some seasoned soup.After the processing is finished, the assistant will hold the guest's plate on one side, the waiter will load the plate, and then the assistant will deliver it to the table.In French service, except for bread and butter dishes and salads, all other dishes require the waiter to serve from the right side of the guest with his right hand.

Another feature of French service is the use of hand-washing cups.If guests order dishes that must be eaten by hand or torn, such as lobster, roast chicken, fruit, etc., they will be served in a hand-washing cup and a clean napkin will be added.The handwashing cup is usually made of glass or silver, placed in a silver plate, and bottomed with an engraved paper circle.Don't fill the handwashing water too full to avoid splashing on the table. Generally, 2/3 of the cup is filled with warm water. To increase the fragrance, you can add flower petals or lemons.In the French service, after the guests have finished eating, there are always hand-washing cups and clean napkins.

The advantage of French service is that it is highly conspicuous, the waiters have a high level of technology, and the guests receive extremely meticulous service.French service also has disadvantages, that is, high labor cost, slow service speed, and low seat turnover rate. Moreover, due to the use of cart service, the restaurant area is required to be large and the number of seats is correspondingly small.

(3) Russian service.The Russian-style service originated in Russia. At that time, the British-style service and the French-style service still dominated the European continent. However, the Russian-style service was immediately recognized by the public because of its considerate service and relatively simple advantages.Now, the British service is almost eliminated in continental Europe, and the French service is only used in a few old-fashioned high-end restaurants, while the Russian service has become the most popular service method in all high-end restaurants in the world, so Russian service is also used. Known as international service.

In Russian service, the finished food is usually served on a silver plate, and the waiter carries it into the dining room on a large tray and places it on the work table.Then the waiter first distributes the hot plate to the guests. He must walk around the table in a clockwise direction, and distribute it from the right side of the guest with his right hand. Then he holds the plate with his left hand and walks around the table in a counterclockwise direction. On the left side, serve dishes for each guest.Before the dishes are served, the dishes should generally be appreciated by the guests, so as to stimulate the appetite of the guests.After serving dishes, the leftovers are usually sent back to the kitchen.

(4) American service.French service and Russian service require waiters to have good training, but American service is relatively simple, and the work of restaurant waiters is relatively easy.

In American service, the dishes are usually plated in the kitchen, the main course is usually covered, and the plates must be pre-heated.The dishes tasted by a table of guests are generally different, but they have to be served out one after another according to the dining procedure, and then served to the guests from the left of the guests, with the left hand, and the wine and drinks are all poured from the right of the guests.

3. Western food service rules
Specifically, it includes the following five items.

(1) American service requires the waiter to serve food from the left of the guest with his left hand; French service requires the waiter to serve food from the right of the guest with his right hand; Russian service requires the waiter to serve food from the left of the guest with his right hand.

(2) All beverages and alcohol are poured from the right of the guests and poured with the right hand.

(3) All tableware is removed from the right side of the guest with the right hand, but butter and bread dishes can be removed from the left side of the guest.

(4) Give priority to female guests and old and young guests.If a table is full of male guests, start serving from the guest on the right hand of the guest of honor, go around the table in a counterclockwise direction and serve the dishes one by one, and finally it is the guest of honor's turn.If there are male and female guests during the meal, start serving from the first female guest on the right side of the main guest, and go around the table in a counterclockwise direction to serve all the female guests or guests of old and young first, and then serve the male guests.

(End of this chapter)