Chapter 1

PAGE GATE-PD- F & B service -2009

Chapter - 1

ORGANISATION CHART OF THE

FOOD AND BEVERAGE DEPARTMENT

Chapter outline

1.1.1 Introduction

1.1.2 Functions of an organization chart

1.1.3 Organization chart of a hotel

1.1.4 Organisation chart of a food and beverage department

1.1.5 Organisation chart of a kitchen

1.1.6 Organisation chart of a beverage department

1.1.7 Organisation chart of a restaurant

1.1.8 Responsibilities of various positions in a restaurant

Objectives of this chapter

At the end of this chapter, the reader will be able to:

Describe the functions of an organization chart

List the divisions and departments within the organization chart of a large hotel

List the positions within the organization chart of a food and beverage department

List the positions within the organization chart of a kitchen List the position within the organization chart of a beverage department

List the position within the organization chart of a restaurant Describe the responsibilities of various positions in a restaurant

1.1 INRODUCTION

An organization chart is a visual representation of the departments and hierarchy of staff positions within an organization.

1.2 FUNCTIONS OF AN ORGANISATION CHART

An organization chart shows the: Division of work within an organization

The organization chart visually illustrates the relationship of the various departments within a hotel, division or department. It also classifies departments by the type of work they do and their respective areas of responsibilities, e.g. Finance, Food and Beverage, Human Resource, Rooms Division, and Sales and Marketing. Chain of command and communication

An organization chart does not only show the various departments within a hotel but also the relative staff positions within each department. This chain of command facilitates the flow of informing up and down the hierarchy and helps eliminate incidences of double bossing. It also allows all employees to see:

their span of control, if any the correct line of communication

where they belong within the organization

who their superiors, peers and subordinates are

the hierarchy of positions within other departments

Possible career path for employees

An organization chart allows employees to plan a career path in their chosen professions. Thus, a waiter knows that in order to become an Assistant Restaurant Manager; he must first work towards the position of Captain before he may aspire to the position of an Assistant Restaurant Manager.

Figure 1.1 Organization Chart of Large Hotel

Figure 1.2 Organization Chart of Food & Beverage Division in a Large Hotel

Figure 1.3 Organization Chart of an Outlet Kitchen Brigade

Figure 1.4 Organization Chart of a Beverage Outlet

Figure 1.5 Organization Chart of a Restaurant

1.8 RESPONSIBILITIES OF VARIOUS POSITIONS IN A RESTAURANT

The following positions are usually found in a restaurant:

Restaurant Manager

Assistant Restaurant Manager

Hostess

Captain

Wine Butler

Waiter

Busboy

1.8.1 Restaurant Manager

The Restaurant Managers position is referred to as the Director de Restaurant in the traditional French restaurant service brigade.

A Restaurant Manager is in charge of the overall operation of a food and beverage outlet. He or she is responsible for the following: Supervising staff in the dining room

Selling and promoting restaurant

Maintaining good staff and customer relations Maintaining set standard for food, beverage and service quality

Performing table side preparation (especially in fine dining restaurants)

Developing the annual operation budget for the restaurant.

Controlling the expenses of the restaurant (payroll, F&B cost, etc.)

Approving duty rosters for service staff

Conducting and co-coordinating training for the restaurant

Working with the Human Resource Department (HRD) in the recruitment and development of staff according to the policies of the hotel

Overseeing daily roll-call / pre-service briefing Attending Food and Beverage operations meetings and conducting departmental meetings to disseminate information to staff in the restaurant.

List the responsibility of Maitre dhotel or Restaurant Manager?

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________1.8.2 Assistant Restaurant Manager

The Assistant Restaurant Manager is also known as, Premier Maitre d hotel, in the traditional French restaurant brigade. The Assistant Restaurant Manager provides support and assists the Restaurant Manager and takes over the Restaurant Manager`s duties in his or her absence. The Assistant Restaurant Manager is also directly responsible for the following: supervising Staff

selling and Promoting Restaurant

maintaining good staff and Customer Relations

checking on food, beverage and service quality

performing table side preparation (in fine dining restaurant)

drawing up the duty rosters for the restaurant staff

conducting onthejob training for the restaurant staff

overseeing daily roll-call / pre-service briefing

1.8.3 Hostess

The position of Hostess is usually filled by females but having a male Host is not unheard of. The main role of the Host or Hostess in a restaurant is to greet and seat customers. Key responsibilities include: keeping menu stock and maintains menu cleanliness

ensuring that floral arrangements are changed regularly by the flower department

taking and maintaining customers records for restaurant reservations

assisting customer seating to each station

greeting , welcoming and seating customers

maintaining customer`s history record

assisting in presenting menu, and where necessary taking orders for food and beverage items.

List the information that might be included in a customer history record in a restaurant._______________________________________________________________________________________________________________________________________________________________________________________________________________1.8.4 Captain The Captains position in the traditional French restaurant service brigade is called Chef de rang. A Captain is normally in-charge of smaller sections within a restaurant and is responsible for 5 to 8 tables covering approximately about 20 to 36 seats.Key responsibilities of a Captain include:

supervising, directing, assisting and co-coordinating service staff(waiters / stewards) within the station

recommending or suggesting food and beverage items to customers and taking the orders for food and beverage

checking customers satisfaction with quality of food, beverage and service provided

attending to customer complaints and requests

checking and presenting bills

Captains may also assist the Hostess, Assistant Restaurant Manager or Restaurant Manager in the following:

welcoming and seating customers performing table side preparation

overseeing the restaurant in the absence of the Manager or Assistant Restaurant Manager

1.8.5 Wine Butler

The Wine Butler is also known as Wine Waiter, and is referred to as Sommelier in the traditional French service brigade. This position specializes in the recommendation and service of wine and other beverages. This is a specialized position usually found only in a fine dining restaurant.

The Wine Butlers duties include:

Recommending selecting wine and formulating or revising the wine list.

Preparing the mise-en-place for wine service (wine glasses, wine buckets and stand, decanters, wine baskets)

Recommending appropriate wines to match customers food order.

Presenting, uncorking and serving wines.

Maintaining the inventory of wines in the restaurant through requisitions and daily physical inventories Training staff in wine knowledge and wine service techniques

1.8.6 Waiter

This position is known as Commis de rang in the traditional French service brigade and are also sometimes referred to as Servers.

A Waiter is required to perform the following tasks:

Preparing the mise-en-place for the restaurants operation, for example:

drawing, stocking and laying table linen

folding napkins for use in service

setting tables with tableware, glassware and chinaware

stocking side stations with linen, glassware, and chinaware

cleaning and refilling salt and pepper shakers or mills, oil and vinegar bottles and other condiments, if applicable Serving food and beverage to customers patronizing the restaurant Clearing soiled tableware from restaurant to the back-of-house

Re-setting table for new customers when tables are re-sold during the course of the same meal period (i.e. when a turnover occurs)

1.8.7 Busboy

This is an entry level position in most restaurants and is usually held by an inexperienced, freshly hired individual. Busboy is an American term which in Singapore is also referred to as a Commis server or Junior Waiter .In the traditional French service brigade the position is known as Commis debarrasseur.The main duties of this position are:

Collecting food and beverages from the kitchen into the restaurant

Collecting beverages from the bar

Bussing (collecting and clearing) soiled dishes from the dining room to the back- of-the-house to the stewarding wash-up point

Assisting a waiter to serve the customers if need arises.

CHAPTER 2SUPPORT SERVICES

Chapter outline

2.1 Support service

2.2 Internal support services

2.3 External support services

Objectives of this chapter

At the end of this chapter, the reader will be able to:

List the two types of support services

Explain what are internal support services

List the various internal support services provided by departments within a hotel

Explain what are external support services

List the various external support services co-ordinated by departments within a hotel

2.1 SUPPORT SERVICES

Support services are any services which are required by a department within a hotel such as restaurant in order to operate efficiently. Such services may be required on a regular or ad-hoc basis.

There are two forms of support services:

1. Internal support services

2. External support services

2.2 INTERNAL SUPPORT SERVICESInternal support services include those which are provided by a department or area of operation within the organization or hotel to a food and beverage department. The departments within the organization or hotel that provide such services are known as internal support departments. The following are internal support departments within a hotel: Housekeeping Department

Engineering Department

Front Office Department

Security Department Finance / Accounts Department

Human Resource Department

Sales and Marketing Department Other departments within the Food and Beverage Division

2.2.1 Housekeeping Department

The Housekeeping department provides the following internal support services to food and beverage outlets:

Cleans public areas including food and beverages outlets;

Maintains public area facilities by replenishing customer support such as soap and toilet paper in areas such as rest rooms used by customers of food and beverage outlets;

Maintains the hotels Lost and Found Departments;

Operates the laundry department, linen and uniform room and thus provides linen and uniform to food and beverage outlets; and Provides flower arrangements and fresh flowers as table centerpieces to food and beverage outlets.

2.2.2 Engineering Department Often referred to as the maintenance department, the Engineering Department is responsible for more than general maintenance of equipment in restaurants. The following are some of the services and facilities in food and beverage outlets that are the responsibility of the Engineering Department:

Maintains water, steam, electrical and air-conditioning facilities and equipments Fabricates, maintains and repairs furniture, fixtures and equipments.

2.2.3 Front Office Department

The Front Office Department provides the following support services to food and beverage outlets by:

directing customers to food and beverage outlets providing information about the hotels food and beverage facilities issuing meal vouchers to tour groups to facilitate meal arrangements handling the distribution of mail and messages to food and beverage outlets maintaining customer room folio accounts and ensuring the settlement of bills incurred in food and beverage outlets operating the telephone department and re-routing telephone calls and messages for in-house customers who are dining in the hotels food and beverage outlets

2.2.4 Security Department

Customers who use any hotels food and beverage facilities expect and must be provided with a safe, friendly and comfortable environment. Food and beverage outlets must therefore depend on the hotels Security Department to:

Ensure the safety of staff, customers and the security of their belongings Maintain security within the hotel premises Handle emergencies such as fires and if necessary, evacuation of customer and staff.

2.2.5 Finance/ Accounts Department

The financial status of the hotels various food and beverage outlets are recorded and analyzed by the Finance /Accounts Department. Thus, the Finance or Accounts Department provides the following support services to food and beverage outlets by: Handling of staff payroll

Maintaining the food and beverage outlets financial records Generating timely reports and analysis of financial performance Providing cashiering services at food and beverage outlets point-of sales Providing purchasing services (which includes receiving, storing and issuing items).

2.2.6 Human Resource Department

The Human Resource Departments in hotels serve three basic functions: personnel-related matters, staff welfare and development of its employees. Food and beverage outlets therefore depend on the Human Resource Department for the following:

Recruiting, orienting, training, evaluating, motivating ,disciplining ,promoting and communicating with food and beverage staff; and

Overseeing the welfare and employee benefits of staff.

2.2.7 Sales and Marketing DepartmentThe Sales and Marketing Department generates business for the hotel by marketing the hotel; its services and facilities. It is usually made up the following department:

Marketing

Public relations

Catering sales

Room sales

The Sales and Marketing Department thus provides support services to food and beverage outlets by:

Generating catering (banquet) sales;

Generating convention sales with food and beverage arrangements;

Increasing room sales and thus maintaining a high occupancy of in house customers who are likely to use the food and beverage outlets; and

Promoting hotels food and beverage outlets through advertisements, by soliciting publicity and generating good public relations.

Other departments within the Food and Beverage Division

The other departments within the food and beverage departments or division are also a source of internal support services to a food and beverage outlet. Food and beverage outlets receive support from the Food and Beverage Managers office or administration, Stewarding Department, Beverage Department, Kitchen and other food and beverage outlets.

These support services usually include:

Secretarial support;

Maintenance of equipment inventory;

Provision of manpower from other restaurants;

Cross-selling of outlet by other food and beverage outlet; and Provision of cleaning services to the food and beverage outlets

2.3 EXTERNAL SUPPORT SERVICES

External support services are those which are not available within the hotel but are required for the smooth operation of good and beverage outlets. Such services may be required on a regular or ad-hoc basic and include the following: Laundry

Contract cleaning of back-of-the-house areas such as kitchens General maintenance of customer areas

Fabrication, maintenance or repair of furniture and equipment Landscaping services

Supply of floral arrangements

Contracted security services

Printing and graphic design work

Catering of staff meals

Catering for specialized meals (Muslim Halal meals, vegetarian, etc.)

Provision of props and decorations for banquet function rooms

Photography and video-taping services

Rental of audio-visual equipment e.g. karaoke equipment

Entertainment services such as musicians, magicians, disc or karaoke jockeys, dancers (cultural, modern, ethnic or non-ethnic), master of ceremonies, etc.2.3.1 Co-coordinating external support services

Due to the wide range of external support services required by the food and beverage department, some form of co-ordination is required when dealing with external support service.

The following lists the likely departments within the hotels and food and beverage department which are responsible for the co- ordination of these external support services:

Housekeeping Department

The Housekeeping Department may co-ordinate the following external support services:

laundry services;

florist, landscaping and gardening services; and General maintenance of public areas.

Food and Beverage Managers Office / AdministrationThis area within the departments serves to co-ordinate the following:

printing of menus and promotional materials;

graphic design for menus and promotional materials like brochures ;and

Provision of `live` entertainment, e.g. a string quartet for the New Years Eve dinner in a restaurant.

Banquet OperationsCustomers using the hotels Banquet services may require items, services or equipment which are not readily available within the hotel. As such, the Banquet Department may be required to co-ordinate the following external support services:

hiring of entertainment services;

rental of audio-visual equipment;

arrangement for photography or vide-taping services; and

Provision of large scale props, signs, banners and decorations.

Kitchen

The following external support services are co-ordinated by the kitchen:

staff meals e.g. on the hotels family day; and

catering for food and beverage items which cannot be prepared in house.

It may not be feasible for a hotel to prepare all the items required on a menu.

Such menu items may require specialized skills, equipment or conditions. Foe example, Halal or Kosher meals must be prepared under very specific and strict religious requirements. Thus it may be feasible to have such food items prepared outside of the hotel by registered caterers who specialize in in such meals.

Menus items may require specialized skills which are not found in the hotel.

For example, Vegetarian food, roast sucking piglets, satay, Nonya kueh,etc. may not be possible to produce in the hotel due to lack of manpower, equipment, space, knowledge or skills. Such items may instead be purchased for either a particular function or as a regular (daily) purchase. Stewarding Department

Besides the regular daily cleaning of the kitchen areas, equipment such as cooker hoods, ovens, gas ranges, grills and griddle tops must also be cleaned on a regular basis if hygiene and sanitation standards are to be maintained.

However, the specialized tools, chemicals, knowledge and skills required are usually not available in the hotel. The Stewarding Department may therefore co- ordinate contract cleaning services for the back- of-the-house areas and equipment.

Front Office Department

The Front Office usually co-ordinates contracted security services for the hotel. Hotel may choose to hire the service of forms providing security for several reasons:

higher operating costs;

lack of available and trained manpower; and

In-house security staff becomes too familiar with other staff to prove effective. Engineering

The Engineering Department may not be equipped, knowledge or skilled enough to fabricate, maintain or repair all existing equipment. Thus, the department may instead co-ordinate the provision of external support services equipment, furniture and fixtures.

CHAPTER - 3

TYPES OF FOOD AND BEVERAGE OPERATIONSChapter Outline

3.1 Introduction

3.2 Restaurant

3.3 Theme Restaurant

3.4 Types of bar set-ups

3.5 Types of beverage outlets

3.6 Other food service operations

Objectives of this chapter

At the end of this chapter, the reader will be able to:

Outlets the criteria used to classify restaurants

List the different types of restaurants as classified by the level of service provided

Outline the characteristics of restaurants classified by the level of service provided

Explain what are theme restaurants

Outline the two different types of bar counter set- ups

List the different types of beverage outlets Describe the characteristics of the different types of beverage outlets

Describe the characteristics of other food service operations3.1 INTRODUCTION

Food service operations range form food and beverage outlets that are operate in and out of hotels to those found in locations which are not primarily designed for the service of food and beverage.

3.2 RESTAURANTS

There are several criteria that may be used to classify restaurants, including:

Nature of the operation (chain or independent); Type of management concepts (owner-operated, franchise agreement or management contract); Use or absence of a theme; and

Level of service provided (fine dining, coffee house, etc.).

The most common basis for classifying restaurants is the level of service they provide. Restaurants classified using this criterion includes:

>Fine dining restaurants

> Brasseries

> Coffee houses

> Quick service restaurants

3.2.1 FINE DINING RESTAURANTS

Fine dining establishments are full- service restaurants traditionally associated with five- star luxury hotels though such restaurants may also be operated independently. Excellence in all aspects of the operations of such outlets is a pre-requisite because the prices charged are usually very high. In hotels, these restaurants act as showcases of excellence- where the service, food and beverages offered are the very best that the hotel can offer.

Listed below are the characteristics found in most fine dining restaurants:

Seating capacity

They are limited in capacity by the high level of service they provide. They usually seat no more than 100 guests.

Atmosphere These restaurants provide a comfortable and elegant atmosphere and are often describe as being romantic, classy and exclusive. The dcor in these restaurants is usually elaborate with top-quality furniture, furnishing and may include expensive works of art and antiques.Seating is kept relatively sparse and effort is made to provide customers with a greater sense of privacy than in most restaurants. In some fine-dining restaurants private dining rooms may also be made available.

These private dining rooms are used to cater to larger groups of diners and help isolate the noise that these large groups of diners are likely to create as well as providing these groups with a greater sense of privacy.

In traditional fine dining restaurants, a dress code might also be enforced. Such dress codes usually require male diners to wear a tie and jacket. Such dress codes may apply to one or both meal periods but is more likely to be enforced more strictly for dinner rather than lunch Operational hours

Fine dining restaurants usually operate only two meal periods: lunch and dinner. However, some fine dining rooms might also operate for breakfast, specifically to cater to selected customers such as those staying on the hotels Executive Club Floor and suite rooms.

Range of food and beverage offered

Fine dining restaurants cater to a very specific group of dinersfood connoisseurs and gourmets. Thus, food items and delicacies such as foie gras, truffles, fresh oysters, caviar, veal sweetbreads, etc. are likely to be found on the menus of fine dining restaurants.The menus in these restaurants feature a relatively small selection but are changed quite often when compared to other types of restaurants. Great care and effort is made to ensure that the menu items are presented and served in a visually stunning and pleasing manner.

Expensive, fine, rare wines and spirits from the top notch producers, shippers and vintages are offered in these restaurants.

Target market The clientele in fine dining restaurants are mostly made up of business men and women who work or entertain over lunch, while dinner is more likely to draw food connoisseurs and gourmets.

Staff and service

Service staffs working in fine dining restaurants are highly skilled in restaurant craft. They are knowledgeable, experienced individuals who pay a great deal of attention to details in every aspect of their work.

Customers can expect efficient, attentive, personalized and yet unobtrusive service. Service staffs in such restarurants have learnt the art of anticipating the needs of customers, e.g. water and bread is offered and replenished without customers having to ask for it.In addition, specialized positions may exist in these restaurants. Sommeliers are usually only found in fine-dining restaurants and are on-hand to advise diners on their choice of wines and beverages.

The chefs who work in these restaurants are highly skilled, creative and innovative as they must provide diners with an ever-changing fare on the restaurants menus.Staffs in these restaurants work on split-shift rosters. Though they may be financially compensated for the inconvenience and long hours associated with such shifts, it is usually a strong sense of commitment that sees them through.

Service equipment

Service equipment used in such restaurants is usually high quality and expensive. Cutlery is often silver or silver-plated, glassware may be crystal and chinaware may be fine bone china. The linen used in these restaurants are usually pure linen or a linen-cotton mixture rather than the cheaper cotton-polyester variety.

Entertainment conceptThe music in such restaurants tends to be classical or semi-classical in nature and is played over a sound system or presented as live entertainment in the form of a pianist, harpist, flautist, a strolling violinist, etc. Pricing

The average food and beverage check in these restaurants are comparatively high.

Casual upscale dining

Fine-dining restaurants are in a general decline in recent times. Customers now favour casual, upscale restaurants which offer popular foods in a setting that is mere appealing than most mid- scale restaurants while offering better value than fine-dining restaurants. Examples of casual upscale dining establishment include Compass Rose Restaurant, Mortons of Chicago and Lawrys The Prime Rib.

3.2.2 BRASSERIES Brasserie is a French term and originally referred to restaurants which served beer, as opposed to fine-dining restaurants which did not. The term has, however become one used to refer to any restaurant providing a level of service that is higher than a coffee

LAbsinthe Brassiere- Restaurant

house but below that provided by a fine dining restaurant. Listed below are the characteristics found in most brasseries:

Seating capacity

The restaurants range widely in seating capacity, from smaller versions seating less than a hundred to larger to restaurants seating as many as 450.

Atmosphere

Brasseries are designed to be more functional than a fine dining restaurant. They are geared for quick turnovers and are noisy with relatively dense seating and are generally less formal than a fine dining establishment.

Operational hours

In Singapore, most brasseries operate only during lunch and dinner only. They may also be opened for customers staying in the suite rooms or Executive Floors in hotels. In Paris, some brasseries open for breakfast and close late, often after 11.00 p.m.

Range of food and beverage offered

The menus in brasseries usually have a larger selection than fine dining restaurants but are also revised less frequently. Traditional French brasseries are likely to serve regional specialties like French Onion Soup, Bouillabaisse, Quiche Lorraine, Coq au vin or Boeuf Bourguignon. However, modern brasseries may serve Asian, American or other European cuisines.A comprehensive range of wines may also be offered in brasseries though the range is likely to be less extensive than fine dining restaurants.

Target market The clientele in brasseries are mostly made up of business people who may work or entertain over while dinner is more likely to draw diners who are out for an evening of entertainment and fun rather than a culinary experience.

Staff and service

Service staffs in brasseries are fairly skilled and knowledgeable, though the selection criteria for staff may be less stringent than fine-dining restaurants. The staff in these restaurants is likely to work on a split shift or a 2-shift roster. Fast and efficient services are provided despite a lower staff to customer ratio when compared to fine dining restaurants. The combination of this and a higher table turnover results in a level of service that is lower when compared with a fine-dining restaurant. Service equipment

The functional atmosphere of traditional brasseries is reflected in the equipment used in the restaurant. Stainless-steel cutlery and glassware are used rather than silverware and crystal. The chinaware in these restaurants may be ceramic or stoneware but seldom fine china. Linen is usually a polyester-cotton mix rather than the more expensive linen-cotton or pure linen. Entertainment concept

The entertainment format usually reflective of the adopted theme of the restaurant. Traditional French-Parisian brasseries might present French accordion music while modern brasseries may play pop music over the sound system. Pricing

The average food and beverage check in brasseries ranges widely but is generally lower than fine dining restaurants.

Brasserie or not?

Some restaurants might include the term brasserie in their names but most do not fit the characteristics stated here as the level of the service provided is more typical of coffee houses.

3.2.3 COFFEE HOUSES

Coffee houses are also known by many other names:

Cafs

Bistros

All day dining rooms

Family restaurants

Popularly-priced restaurants

The level of service is less attentive than that expected in a brasserie or fine-dining establishments. Some of the characteristics of such restaurants are:

Seating capacity These restaurants range widely in capacity, with smaller restaurants seating slightly less than a hundred customers while larger restaurants can seat as many as 500. Atmosphere

The original cafs were basically small informal places which served coffee and originated in Paris, France.

Coffee houses are functional but comfortable and are designed to feeding large numbers of people quickly. Coffee houses become very crowded and noisy but that is its very nature.Coffee houses are geared for quick turnovers and seating is often very dense with tables close to each other, offering little in terms of privacy.

Operational hours

These restaurants are likely to operate 24-hours, though some restaurants are closed during specified, off-peak periods (e.g. 2.00 a.m. to 6.00 am)-when the volume of business makes it uneconomical or unnecessary to stay open.

Range of food and beverages offered

Coffee houses offer a range of food that is often described as being international in nature. Thus, the menus feature anything from a Grilled T- bone steak to Mexican Fajitas, Italian pasta, Thai Tom Yum, Indonesian Nasi Goreng and local hawker fare like Hokkien Prawns Noodles or Satay.

Menus and beverages lists in coffee houses offer a large selection but these are changed less frequently (a once a year change is not unusual). Different menus may also be used for each meal period the restaurant operates.Coffee houses in hotels are often the only restaurants open for breakfast and usually offer breakfast buffets in addition to an a la carte menu. Buffets might also be offered for other meal periods such as lunch, high-tea, dinner and supper.Alcoholic beverages are offered in coffee houses, but the only alcoholic beverage that is significant in terms of sales is beer. The sales of wines and spirits are usually negligible and the range offered is seldom extensive.

Target market

The clientele in coffee houses are mainly made up of in-house customers at breakfast while lunch attracts office workers. Dinner is more likely to draw larger groups such as families while supper attracts latenight diners who come in after going to night spots and clubs. These outlets are also likely to attract family groups, especially if they offer buffet brunch or tea on weekends.

Staff and service

Service staffs in coffee houses need to work fast and their skills lie in maximizing efficiency as they often work with a very low staff to customer ratio. Though generally less-skilled than service staff in fine dining restaurants and brasseries. Service staffs in coffee houses are able to work fast and handle large volumes of customers at one seating. Their fast and efficient style of service may often be viewed as being impersonal in nature. Working on a 3-shifts roster, staffing in coffee houses is also very likely to be supplemented with part time staff. Service equipment

The functional nature of coffee houses is reflected in the choice of equipment used in the restaurant. Stainless steel is often used for cutlery while chinaware is often hard wearing, rolled-edged chinaware. Glassware is functional and durable in design while linen is seldom used. Instead paper napkins are offered while table mat are made of paper or laminated in plastic. If linen tablecloth and napkin are used, they are often made of a polyester-cotton textile.

Entertainment concept

Piped-in instrumental music or a juke box is the usual form of entertainment in a coffee house though some rare exceptions feature live music.

Pricing

Coffee houses have relatively low average food and beverage checks when compared to brasseries.

3.2.4.1 QUICK SERVICE RESTAURANTS

Pre- teens, teenagers, students and families with young children are the main target of these restaurants which provide food in a casual atmosphere and are relatively inexpensive. These food and beverage operations offer a limited menu selection as speed is an important consideration.

Pre-teens, teenagers, students and families with young children are the main target of these restaurants which provide food in a casual atmosphere and are relatively inexpensive. These food and beverage operations offer a limited menu selection as speed is an important consideration.Most of these operations offer over-the-counter service and customers must bring food from individuals counters to the dining tables. Quick service restaurants include: Cafeterias

Delicatessens

Fast- food outlets

Snack bars

Cafeterias

Also known locally as food courts, these food service operations offer a variety of food and beverage served over-the counter at a series of counters operated either by different business entities or a single operator in a common location. Diners may take-away the food and beverage items but may also dine on site. Seating is provided at common tables (those which may be used by anyone patronizing the food court).

Delicatessens

Delicatessens originated form the Jewish community of America and are basically take-away counters where cold cuts, sausages, salads cheeses, pastries and freshly baked breads were sold. Later, these delis started to cater to their customers different tastes by making these sandwiches and salads to order. They may also offer limited seating for diners who prefer to consume the food and drinks on premise. Fast-food outlets

Customers at fast-food outlets place their food and drink orders with the server-cum-cashier at the counter. The food is wrapped in disposable grease proof paper or Styrofoam boxes. Once the order is assembled by the counter staff, customers either carry the food on trays to the table to eat or away-away the order.

Seating is provided and is usually dense with tables and fixed swivel chairs allowing the seating capacity to be fully maximized. As most of these outlets cater to families, childrens play area or room and facilities such as baby chairs are usually made available. Waste bins are also located throughout the outlet to allow customers to dispose of leftover food and disposable packaging.

Snack bars Snack bars are small eateries that operate in hotels, shopping centres or as free-standing kiosks. These outlets cater to busy office workers on to short lunch break and to hungry shoppers looking for a quick, inexpensive meal. Service is fast and often impersonal-due to the low staff to customer ratio and a relatively high turnover. Service is usually over- the-counter or plated service and take- away counters are common. Staff must be well-trained to handle properly and food sanitation and hygiene is very important as the food is pre- cooked.3.2.4.2 THEME RESTAURANTSRestaurants may also be classified by the use or absence of a theme. Themes are varied and can be based on almost anything. Theme restaurants are often elaborately decorated in a motif that is easily identifiable. These restaurants are also likely to carry the theme through to the menu, service style, uniforms and the ambience.

Commonly used themes are:

Comic characters e.g. Garfield, Snoopy, Marvel Mania Environment e.g. Rainforest Caf

Ethnic restaurants e.g. Cha Cha cha, Bice, Lei Garden,Sanur

Food themes e.g. Imperial Herbal Restaurant, Lingzhi

Lifestyle e.g. Planet Hollywood

Movie genres e.g. Jekyll and Hyde Club

Music e.g. Blues caf, Hard Rock Caf Period themes e.g. Billy Bombers

Personalities e.g. Kenny Rogers Rosters, Steven Spielbergs Dive !, House of Mao I and II, Bruce Lee Caf

Sports e.g. Theatre of Dreams (Soccer Manchester United), Official All Star Sports Caf and Sportopia

3.4 TYPES OF BAR SET- UPS There are two basic types of bar set-ups:

Display bars

Service bars

A display bar is one that is located in a beverage outlet. These bars are likely to serve customers directly and provided seating at the bar counter.A service bar is also known as a dispense bar. These bars do not serve customers directly and dispense drinks to service staff who in turn serve the drinks to customers. They are therefore basic and functional in design and provide no seats at the bar counter. These bars are likely to be located in the back- of the house but are also found in banquet function rooms, Chinese restaurants and coffee houses Types of bar counters:There are two basic types of bar counters:

Island Bar Counter

Traditional Bar CounterLEGEND

Door flaps that allow bartenders to move in and out from behind the bar counter

Storage areas with locks

Island bar counters are those that are located in the middle of the beverage outlet. As such, they are able to serve drinks from all sides of the counter and are commonly the main feature in the outlet.

Traditional bar counters are those located against a wall in the beverage outlet. These bar counters occupy less space but are also less visually prominent than Island bar counters.

3.5 TYPES OF BEVERAGE OUTLETS There are several types of beverage outlets:

Cocktail bars

Pubs

Lounges

Discotheques

Night- clubs

Pool- side bars

Micro- breweries

Wine bars

Gourmet coffee bars and tea houses

Traditionally, these beverage outlets had specific characteristics which could be used to identify them. However, in recent times, beverage outlets have undergone great changes, often becoming multi-concept outlets, thus making a clear classification of these outlets increasingly difficult.3.5.1 Cocktail bars

The passage of the Volstead Act, the Eighteen Amendment to the Constitution of the United States of America, had prohibited the manufacture, sales and distribution of alcoholic beverages. It began that era in American history known commonly as the Prohibition (1920-1933). During these times, a new type of bar was spawned- the speakeasy These places were often operated by criminals who sold bootleg liquor- spirits illegally produced or smuggled into the country.The spirits sold then were often of very poor quality. By sweetening and flavouring the spirits with strongly flavoured liqueurs and fruit juices, the operators of these illegal establishments sought to disguise the poor quality of their products. Such drinks eventually became popularly known as cocktails. Many of the classic cocktails of today like the Manhattan, Rob Roy and Dry Martini cocktail were invented in those times.Cocktail bars:

Serve a wide range of sprits and feature a wide variety of cocktails.

Also serve a limited range of beers and wines. Provide tray or counter service.

Have relatively large bar counters designed for volume and often use the bar counter as their main decorative feature.

Provide entertainment which varies from background music to live performances.

Have comparatively little seating at the bar counter and may provide small side counters near the walls for patrons to place their drinks

3.5.2 Pubs The word pub originates from the term public house and is a bar concept from the United Kingdom. Also known as taverns, pubs were originally small bars located in villages and small towns where the locals gathered at the end of the day to socialize over drinks.

Pubs: Have limited seating away at the bar counter.

Provide seating with furniture that is often rustic and basic (wooden tables, benches or chairs) Are usually small in size are thus provide a cozy, intimate atmosphere, often with wood paneling on the walls. Also often serve food, termed pub grub, such as sausages with mash potato known by the English as bangers and mash. Features tray and counter service. Requires a relatively small number of staff to carry out service. Offer a wide range of beers, ales and stouts while Irish whiskey, Scotch whisky and gins were the main spirits on sale. Traditionally did not provide entertainment aside from indoor games like darts, chess sets and draughts.Modern pubs are larger, noisier and best described as fun pubs. These are likely to feature entertainment as such live bands, small dance floors and have more in common with cocktail bars than the original pub concept.

Irish pubs are a variation of the pub which have become popular in Asia. These pubs feature a more traditional pub atmosphere and are likely to offer a wide variety of beers and stouts on tap.

3.5.3 Lounges:

Are larger, more elaborately decorated than pubs. Practice tray and counter service. Requires a relatively higher staff to customer ratio than pubs. Feature cocktails as well as sprits, wines and beers.These days, the term lounge brings to mind beverage outlets found in hotel lobbies and many Singaporeans prefer these outlets as they are a quiet venue where one is able to hold a conversation.Modern lounges in Singapore:

Are larger in capacity than the traditional lounge.

Have fairly comfortable seating- sofas seats with low coffee tables. Include karaoke lounges which feature facilities that play recorded music on laser discs that allow patrons to sing along with displayed lyrics. Commonly have private rooms for groups- with their own private karaoke facilities. May also feature live performances and small dance floor.3.5.4. Discotheques and ClubsDiscotheque is a French word that refers to a place that plays recorded music from a record or disc. Also known as discos, these beverage outlets were widely popular in the 1970s and early 1980s. In recent times, the term club has been used to refer to similar beverage outlets.Discotheques and Clubs:

Feature music from pre- recorded sources

Provide dance music from expensive high-tech sound systems with elaborate effects such as lasers, strobe lights and smoke machines. Have large dance floors which are the main feature of the outlet.

Have functional dispense bars with against the wall bar counters with little or no seating provided at the bar counter. May be designed with more than one bar counter, especially in larger establishments. Serve beverages using tray, counter service and bottle sales service.

Cover charges may be levied and membership concepts may apply.

May also provide Velvet service to customers who are entitled to be seated in members section of the outlet.

Requires a relatively large number of staff to take and serve drink orders.

Live entertainment such as bands may be provided in between period where recorded music is not being played.

Bottle sales are more likely to take place as it often results in easier entry to the outlet (especially if the disco is a popular one and long queues exist at the entrance3.5.5 Night-Clubs

Night-clubs originate from the London of the 1920s and 30s. Gambling in public is illegal in the United Kingdom but is allowed in private. Since entry to a club is restricted to members only, criminals who were keen to get into the gambling scene legally began to open such clubs. However, since their clientele were only likely to patronize these clubs at night, they became known as night- clubs.

In the Asian context, night-clubs are also known in the trade as Latin bars and are regarded as being fairly sleazy. These outlets often provide these bars usually also feature booth seating to provide greater privacy.

Features of Night-Clubs:

Have functional dispense bars with against the wall bar counters.

Are likely to have bottle sales as their customers tend to come in larger groups.

May apply a higher age limit than other beverage outlets as entertainment provided maybe of an adult nature, e.g. topless performances.

Have a higher staff to customer ratio than most other beverage outlets.

Serve drinks using Velvet service and bottle sales service.

Have dcor that is often elaborating such velvet upholstery, chandeliers, etc. Provide private rooms with karaoke facilities.

May feature female companionship in the form of `hostess` for an hourly fee.

Also engage `mama-sans` who oversee the activities of the hostesses.

A small dance floor with a stage featuring live music or other cabaret performance.3.5.6 Pool-side barsThese bars are located in open- air areas, near or in swimming pools. For example, those with sunken bars may be located in the swimming pool to allow bartenders to work at waist level to the water in the pool outside of the bar. A bridge or gangway over the water in the pool allows the access to the bar in the pool. See illustration below.

Pool- side bars: Cater to customers seated around or having a swim in the pool.

Serve drinks using tray and counter service.

Use plastic glassware for safety reasons.

Offer a wide range of exotic tropical cocktails and long drinks.

May also serve snacks if the bar counter is not part of a sunken bar.

May feature entertainment in the form of pre- recorded music or live entertainment.

With sunken bars usually have seats at the bar which are made up of fixed mosaic-covered concrete stools in the water along the bar counter.

3.5.7 Micro-breweries

Micro- breweries produce beers on site in the outlet. Thus, these outlets often occupy a substantial area, often requiring high ceiling or occupying two or more floors. Beer is brewed and matured in tanks and when matured/ ready, the beer is fed through a pipe using gravity to a lower tank where it is held and drained for sale and consumption as illustrated below.

Micro-breweries:

Offer a small but exclusive range of specialty beers which are brewed, matured and sold on site in the outlet itself.

Require large floor areas to accommodate the brewing equipment.

These outlets may also offer dining facilities.

3.5.8 Wine bars

Wine bars originate from Paris where these beverage outlets are referred to as vinotheques.

Wine bars:

Offer little or no entertainment other than background music.

Features a wide range of wines, many of which are available by the glass.

May use specialized wine dispensing systems to prevent spoilage of open bottles.

Usually offer finger foods such as cold cuts, hot snacks but may also have more elaborate dining facilities.

May feature wine buffets where an unlimited amount of wines and snacks are served for a fixed price.3.5.9 Gourmet Coffee Bars and Tea Houses

These outlets do not serve alcoholic beverages and thus may not strictly be considered a beverage outlet and could be classified as cafes. However, these outlets generally do not feature food as the main attraction and thus are perhaps more appropriately classified as a beverage outlet.

Gourmet coffee bars and tea house are a recent and increasingly popular world wide trend in the food and beverage scene. They specialize in gourmet coffees and teas rather than alcoholic beverages.

Gourmet Coffee Bars:

Feature a wide range of blends of gourmet coffee beans (e.g. Blue Mountain Kona, Java Arabica), infusions and teas served as hot or cold drinks. Usually also offer ready made sandwiches, cakes, pastries, tarts and cookies.

Serve drinks and food using counter service only.

Generally tend to use modern dcor with both air-conditioned and open-air (alfresco) seating.

Offer little or no entertainment other than background music and a range of newspaper and magazines as reading material.

Are outlets where take- away orders form a large part of the business volume.

Tea Houses:

Often offer seating at low tables where customers seat on clean, polished wooden floors (Note: shoes may have to be taken off near the entrance):

Features a wide range of Chinese black and green teas (e.g. Oolong , Long Jing) which are brewed at the table.

Serve tea by providing the tea pot, cups, hot water and tea leaves but allow customers to brew and serve the tea themselves. May offer snacks in the form of bite- sized traditional Chinese pastries like lotus seed buns.

Provide little in terms of entertainment except Chinese instrumental background music and light reading material or board games such as Chinese checkers.

Often try to educate its customers on how tea is best brewed and appreciated.

In addition to traditional tea houses, there exist tea houses that serve `bubble tea` or `tea shakes` which are known as `pao-pao cha` in Mandarin. This concept originates from Taiwan and offers sweet, dessert-like drinks which use tea as a base for preparing a variety of mock tails (non-alcoholic cocktails).

3.6 OTHER FOOD SERVICE OPERATIONS

Food service operations outside of the hotel and restaurant context include the following: Airlines Cruise Ships Luxury Trains Institutions Home Delivery Off-premise Catering3.6.1 Airlines

Serving food and beverage on board an aircraft is very different from other forms of catering. Catering aboard a commercial flight is dependant on a centralized kitchen at each destination. In this centralized kitchen, menu items are prepared in a mass production assembly line to the specifications of each airline.

The food items are partially cooked, packaged, cooled, transported to and loaded onto the aircraft prior to a flight. The food is then re-heated on board the aircraft before being served to passengers.

Catering on board a commercial aircraft thus has rather unique characteristics: No cooking takes place on board yet there is a need to serve hot food hot.

Space constraints in the cabin restrict the storage, re-heating and serving of food and beverages.

Meals are served in surroundings that are designed for purpose of air travel rather than dining.

Meals are served as part of an all-inclusive package when the ticket is purchased.

A relatively limited choice of items on the menu. E.g. economy class passengers are only allowed to chooses between two different ``main course`` items in an otherwise set meal.

As a distinction between each of its seating classifications, different menus are offered for first, Business/ Executive and Economy class. Business class and First class passengers get to choose from a small and limited a` la carte menu that ranges between 3 to 4 items for starters as well as main course items. These main course items may include caviar, roast beef or other more elaborate offerings.

While chinaware and crystal-ware is used in the first and business class, passengers in the economy class are served their refreshments in plastic cups and trays.

Service staff has little to do in terms of suggestive selling and taking food or beverage orders but are generally very productive in the number of customers they actually serve.

On international flights, menu items served must take into considerations the wide range of ethnics, religious and cultural attitudes amongst passengers.

Advanced notifications needed for special diets for diabetics (who must watch their sugar intake), vegetarians and those with medical conditions (low salt, low cholesterol).3.6.2 Cruise Ships

The purpose of the vessel dictates the type of food and beverages items and service offered. If the purpose of the ship is to transport cargo, the items served would hardly be elaborate or of a very high quality.

Short pleasure cruises are available in the local the waters around the southern islands of Singapore. These boats range from modern catamarans to old restored Chinese junks. These boats cater to small groups of passengers who choose to hold private functions off shore. Some of these services also offer a daily cruise to no where during lunch, afternoon tea and dinner respectively.

However, on board luxury passenger liners, elaborate menus and beverage selections may be expected. In addition, a Captains table would be a feature for any important passengers on board.

Turnover in restaurants is needed as luxury liners can only accommodate half of the passengers at each seating. The type of food and is beverages that may be served on board a cruise ship would therefore have the following features:The menu needs to change constantly as journey could take up to 2 weeks otherwise passengers would get very bored eating the same food prolonged periods.

Price of passage would include complimentary food and beverages while on board.

Both a limited a la carte menu and daily buffet menus may be changed daily.

Nutritionally balanced meals need to be served for long journeys to prevent illnesses and to keep passengers healthy.

3.6.3 Luxury Trains

Like ships, the types and quality of food and beverages for to passengers are dictated by the type of train service in question. Passenger trains that travel over long distances are more likely to make provisions for serving food and beverage for its passengers than fright trains. Luxury passenger trains are those which provide travellers with luxurious, well appointed accommodation on board a train where upscale dining facilities exist. Amongst some of the best known luxury train services are: Spains Andalusia Express

Indias Maharaja on Wheels

Russias Trans-Siberian Express

South Africas Blue Train (between Johannesburg and Cape Town) and

The Eastern and Oriental Express (between from Singapore to Bangkok)

The most famous of these luxury train services is the Venice-Simplon Orient Express which travels between London to Venice, passing through some of the major cities in Europe.Luxury train services usually have fairly elaborate food and beverage selections as their passengers are likely to be demanding and would have paid high prices for passage on board these train services. A trip on board the Eastern and Oriental from Singapore to Bangkok would cost S$ 2,300 per passenger for a one way trip.Train carriages are rather narrow, limiting the size of food storage areas as well as the kitchen on board. This results in a rather limited menu selection and thus only a certain number of people can be served each meal period. Meal period on board these trains may thus be staggered to accommodation all passengers. Luxury trains services would have the following features:

Limited a` la carte menu available.

Set menus made up of items from the a` la carte menu.

Small but high quality wines and beverage usually offered complimentary to passengers.

Less restricted in terms of cooking facilities than an aircraft as danger of fire is less crucial and thus allows the use of stoves, microwave, electrical ovens and deep- fryers to cook and heat food.3.6.4 Institutions

The following institutions may have facilities for the preparation and service of food and beverages to their staff, students, patients or inmates. Factories and offices

Schools, colleges and universities

Prisons

Military

Hospitals, Nursing homes and other health care institutions

Factories and officesMeals may or may not be part of the employees` benefits package. In some cases, the price of the meal may be subsided and thus employees pay only a nominal amount.

Such food and beverage facilities may range from a cafeteria for rank and file staff to exclusive dining rooms for executives. Such dining facilities are offered because:

Traveling to and from the factory or office for a meal might be inconvenient and time consuming as the factory or office may be located away from urban centers. It may be part of the employees benefits.

The following are some aspects of catering in factories and offices: The meal periods are fairly short as the employees usually have only an hour or less for their meals. The nutritional aspect is important as employees may be captive consumers-those who have no choice but to eat in the same location on a daily basis.

Menu planning can help eliminate boredom as well as to for allow nutritionally balanced meals to be prepared for the employees.

Schools, colleges and universities

Students studying in boarding schools, colleges and universities may live in hostels or dormitories located on the grounds of these institutions while other may commute to the institution. Thus, a wide range of food and beverage facilities may exist in schools, colleges and universities and can range from cafeterias or snack bars to dining rooms or halls.The following are some aspects of catering in factories and offices:

The cost of meals served in boarding schools may be included in the tuition fees in some cases.

Menu planning is important to ensure that menu is varied enough to avoid boredom. Nutrition plays an important role as the students are captive consumers. Prisons

Prisons are institutions where the diners are truly captive consumer. Though the quality of food may be a prime issue, nutrition and boredom must still be considered.The following are some aspects of catering in factories and offices:

Menu planning is important to ensure that menu is varied enough to avoid boredom.

Nutrition plays an important role.

Military

Soldiers and other armed forces personnel living on military bases and camps must be fed. The large numbers involved often means mass catering and as a result the quality of food produced often something to be desired.

The following are some aspects of catering in the military:

Menu planning is important to ensure that menu is varied enough to avoid boredom.

Nutrition plays an important role.

Hospitals, nursing homes and other health care institutions

Dietetics, as a hospital service, had it beginning at the time of the Crimean war (1854-1856). It was during those those times that Florence Nightingale, pioneer of nursing care and dietetics, established a diet kitchen to provide clean, nourishing food for the ill and wounded. Until then, foods or questionable quality were poorly cooked in unsanitary conditions and served at irregular intervals.The need for nutritionally balanced meals and special diets is a crucial to the care and recovery of patients as the young, the aged and the sick cannot plan their own meals.

The following become important considerations:

In the case of hospitals and nursing homes, a dietician is usually on hard to plan meals for patients and in-mates.

Dietary concerns would include special diets for medical conditions, ease of digestion, nutrition and providing a balanced meal.

Patients due for surgery must be starved prior to the operation because of possible complications if food is vomited during surgery as a result of a reaction to being under anesthesia. Post-operation patients and orthopedic patients (those who must be immobilized) are likely to be placed on drip, that is fed by the use of an intravenous solution of glucose and saline. In Asia, mothers in post-delivery convalescence are given specified food items that are traditionally recommended for convalescing mothers. Such social needs must thus also be catered for when catering for such patients. Older patients in the geriatric wards may require special meals- those which are easily digested and soft as many may not be able to chew well.

Children in pediatric wards must be provided food that is likely to be eaten and thus ice cream, cream soups and other child- friendly dishes must be offered. Day care centers provide care for children and elderly persons who would otherwise be unsupervised, isolated and lonely. Nutrition is thus a prime concern in catering at these centers.

3.6.5 Home delivery

Home delivery has become an increasingly important aspect of catering as less households prepare their own meals. Though the option of eating out is a popular and convenient one, many would prefer to spend time with their family members over a meal at home. Home delivery thus combines the best of both worlds convenience and the option of having a meal at home.In home delivery the selection of menu items is crucial since not all food items are suitable as the time frame between production and consumption is quite different from a restaurant setting.

The home delivery business includes those services offered by restaurants as well as specialized home delivery services.

Restaurants may choose to provide a home delivery service as it allows them to reach wider market. With little additional costs, the restaurant is able to increase its sales. Examples of restaurants that provide home delivery include Burger King, Pizza Hut, Kentucky Fried Chicken and McDonalds.In these restaurants delivery is only provided if the location for delivery is within a certain radius of one of their restaurants. This is necessary as there is no way to keep the food hot for long periods despite the use of insulated bags and containers to hold the food.

Specialized home delivery services are those which only provide home delivery services. Examples include: Dominos Pizza and Food Runners.

Dominos Pizza does not actually have restaurants. Instead they only provide pizza as a home delivery service and are able to provide pizza at a lower price as there is obvious saving made on labor as well as rentals.Food Runners is a food delivery firm that does not even have a kitchen. Instead, it locates itself in the Holland Village area and taps on the areas existing restaurants. It makes a profit by charging a mark-up on the prices of menu items from these restaurants. Thus, such businesses actually serve two markets- the restaurants are able to increase their sales while the customers are able to avail themselves to the menu of their favorite restaurants.3.6.6 Off-premise catering

Off premise catering allows a restaurant or hotels banquet department to cater food and beverage to its customers away from its production and dining facilities.The following are characteristics of off- premise catering:

Higher operating costs due to need for manpower to transport and set up furniture and equipment.

More than sufficient food, beverage and equipment must be supplied for the function as there is no more margins for error. Most caterers would tend to have these additional items on stand- by.

Charges may be levied in addition to the meal or event if the customer requires manpower for service e.g. bartenders.

The menu selection is limited as cooking facilities are not likely to be available and the meal is most often a buffet arrangement.

Only a limited bar serving beers wines and a small selection of spirits and mixers is normally made available

In off- premise catering situations, disposable items instead of crockery and cutlery might be used.

CHAPTER - 4OPERATION EQUIPMENT

Chapter outline

4.1 Introduction

4.2 Types of operating equipment

4.3 Cutlery

4.4 Ceramics

4.5 Glassware

4.6 Linen

4.7 Purchasing operating equipment

4.8 Setting operating equipment par stocks

Objectives of this chapter

At the end of this chapter, the reader will be able to:

List the advantages and disadvantages of using large operating equipment Identify commonly used food and beverage equipment

Differentiate between the polishing and burnishing processes

Outline the characteristics of the seven types of ceramics. Outline the characteristics of quality ceramics.

Outline the step in carrying out the Thermal Shock Test for ceramics.

Outline the steps in carrying out the Wetability test for ceramics

Outline the eight factors that determine the strength of ceramics

Outline the characteristics of the four types of glassware

Outline the five methods used in strengthening glassware

Outline the characteristics of poor quality glassware

List the types of table linen commonly used in food and beverage outlets

Outline the characteristics of the four types of fabrics used for table linen

List the criteria used when selecting fabrics for table linen

Outline the seven factors used in the selection of operating equipment

Outline the six factors used to determine the par stocks for operating equipment4.1 INTRODUCTION

Restaurant operating equipment requires large amounts of capital and thus a great deal of thought must be given to their selection. Operating equipment may be divided into two broad categories: Large operating equipment

Small operating equipment

4.2 LARGE OPERATING EQUIPMENT

Large operating equipment includes those items which are large, bulky but portable pieces of equipment used in dining rooms and include the following: Guridon Room service Trolley

Cold appetizer Trolley

Carving wagon

Flamb trolley

Dessert trolley

Chafing dishes

Coffee urns

4.2.1 Advantages and disadvantages of using large operating equipmentUsing large operating equipment may be advantageous to a restaurant because they:

Enhance the restaurants ambience

Increase sales of food and beverage items

Increase profit margins

Allow the display of showmanship skills Speed up service

Enhance the restaurants ambience

A well maintained piece of equipment like a carving wagon can add to the overall ambience of a fine dining restaurant.

Increase sales of food and beverage items

When placed at strategic locations in a restaurant, such as that near the entrance a well decorated trolley can increase the sales of food and beverage items. Customers often end up ordering items which hey originally did not intend to order but were tempted after viewing the items. This can increase the average check and revenue.

Increasing profit margins

Restaurants can charge higher prices for menu items sold from a dessert trolley or carving wagon and can increase the profit margin of the restaurant. Allow the display of showmanship skills

Carving a side of beef on a wagon or preparing a flamb item shows a definite level of skill attained by the restaurants service staff.

Speed up service

Certain pieces of large operating equipment can increase the speed of service. Cold appetizers served directly from on antipasto trolley takes only a few minutes to plate and serve instead of having to wait for the item to be plated in the kitchen an then picking it up to serve. Other pieces of large operating equipment the also help to speed up service include the following: Carving wagon Cheese trolley Dessert trolley Digestif trolleyUsing large operating equipment may be disadvantageous because they are:

Very expensive

Bulky and take up valuable seating space in the dining room.

4.3 SMALL OPERATING EQUIPMENTThese are smaller pieces of equipment which may be directly used by the diner. Small operating equipment includes the following:

Tableware Ceramics

Glassware

Linen

4.3.1 Tableware

Tableware is a term that refers to all items that are used by the diner at the table and is a collective term that includes cutlery and hollow-ware.

Cutlery is a general term used to refer to knives, spoons and forks. Hollow-ware is a term that refers to equipment which have a depression or hollow. Examples of hollow-ware include sauce boats, flamb pans, wine buckets, stands and baskets, food covers, food platters, finger bowls, coffee and tea pots.Material used for cutlery and hollow- ware may include silver, stainless steel, or copper-lined with tin. Cutlery

Most cutlery is either made of stainless steel or are silver plated. Stainless steel resists staining and corrosion to a far greater degree than ordinary steel. These resistant properties come from the presence of chromium and chromium nickel in the alloy. The oxides of these elements form an extremely thin protective film on the steel surface. This very thin oxide film is invisible and adheres tightly to the surface. This oxide film is inert, impermeable to and insoluble in water. As long as this film remains intact and tightly adherent to the stainless steel surface, the steel is protected from corrosion.The oxide film is also self-repairing- any break or rupture in the film quickly reforms if the clean, dry surface is exposed to oxygen of the atmosphere for a sufficient period of time. If the ruptured film is prevented from repairing itself, the steel then begins to corrode.Under normal usage, them oxide layer is complete and protects the stainless steel cutlery. Over time this protective film becomes susceptible to removal by a number of chemicals, many of which are naturally present in foods.

Silverware Silverware refers to items made from or plated in silver. It is sometimes used wrongly used to collectively refer to all cutlery, including stainless steel items. Silverware items found in restaurants include- knives, forks, spoons, goosenecks, platters, wine buckets, wine baskets, etc.

Except for sterling silverware (pure silver), most silverware is normally plated silver. Sterling silver is actually an alloy of silver, copper and other metals, but must have a minimum fineness of 925; i.e.it has a silver content of 92.5%.

In plated silver, the base metal (or blank) is a non-ferrous alloy containing 60-65% copper, 10-18% nickel and 17- 24% zinc. The silver is then electroplated onto the base metal in a uniform layer.

The production of silver-plated items follows the same procedure for stainless steel except for the inclusion of electroplating with silver. In both processes, buffing (polishing) to the desired sheen or finish constitutes the final manufacturing process.

Caring for silverware

Silver and silver-plated items require some maintenance to preserve its lustrous appearance. Burnishing and polishing are two very different processes which are used to keep the silverware shining.

A burnishing machine is basically a revolving drum with a safety shield. It may either be connected to a source of running water or portable with water being poured in be manual means or a hose.The burnishing machine drum is half full of numerous small ball-bearings. Water is introduced into the drum until it covers the ball-bearings. Specialized soap power is added and the item to be burnished is placed into the drum and is immersed in the mass of ball-bearings. The lid is then clamped down.When the machine is switched on, the drum revolves the mixture of water and soap powder acts as a lubricant between the silver and the ball bearings. This has two effects:

It breaks down the oxide layer on the silver, cleaning off the tarnish, and Compresses the silver plating, causing it to shine.

Care should be taken to ensure that all burnished items are allowed to cool before and that the machine is always left with the soap solution covering all the polishing balls, to prevent rusting.

However, due to the size of the burnishing machine (often about the size of a large clothes washing machine), larger pieces of silver or silver-plated equipment cannot be burnished and hand polishing with an appropriate commercial brand of an abrasive-type polish like Silvo may be necessary.Polishing which involves the use of abrasive substance to remove the tarnish by an abrasive action on the metal while burnishing accomplishes similar results but without abrasive action.Long term polishing of this nature actually wears down the layer of silver plating and shortens the life-span of the equipment unless it is electroplated again.

4.4 CERAMICS

Ceramic is a general term for all items made of backed clay. If the clay is heated until it has fused or melted into a solid, uniform mass, the ceramic is then said to have been vitrified. This process makes the end product stronger and less permeable to moisture and food stains.There are seven types of ceramics:

Earthenware

Pottery

Stoneware

Fine china

Porcelain

Bone china

Restaurant chinaware

Earthenware Also known as terra cotta, this is made from the same porous materials is used to make bricks and flower pots. The clay is baked at a relatively low temperature into an unverified, soft, porous, opaque and coarsely-finished product. It may be glazed or left unglazed. The product is not as strong as stoneware or chinaware and lacks the resonance of those products when stuck; giving a dull should as it is unvitrified. Pottery This term refers to clay products made of unrefined clays and includes all fired clay-ware and is generally thus often brick-coloured. Ceramics acquire strength through the application of heat. Primitive pottery often baked in the sun and composed of one or mere unrefined clays has little strength and is quite porous. The end product looks similar to plaster-of Paris. The clay used for pottery is more refined than that used for earthenware and the the product is baked at higher temperatures (at about 800 degrees Celsius). Stoneware

This is a non-porous ceramic made of unprocessed clay or clay with additives and then baked at high temperatures which vitrifies the material, giving it added strength. Highly vitrified stoneware can be made into fine ceramics. Stoneware is relatively durable but lacks the translucence and whiteness of chinaware. Stoneware is resistant to chipping and has a clear ring when struck. It differs from porcelain chiefly in that it produces colors other than white which result from the natural contents or impurities inherent in the clay.

Fine china

This term is applied to a thin, translucent, vitrified product made from very fine white clay called kaolin, originally form China. Baked at relatively high temperatures twice; first, to mature the materials; second, to develop the high gloss of the beautiful glaze. This is the highest quality chinaware possible. Produced mainly for domestic-use, fine china may sometimes be used in fine dining rooms though their fragile nature and price makes this an expensive choice. Porcelain

This term is used frequently in Europe for fine quality chinaware. Porcelain has a hard, non-absorbent, strong body and is white and translucent. Porcelain is most commonly used for producing domestic-use items and seldom used in food and beverage outlets. Bone china

A specific type of fine china manufactured primarily in England. The base material of this ceramic contains a high proportion of bone ash which produces greater translucency, whiteness and strength in the finished product. Like fine china, it is made primarily for domestic use but have in some instances been used in fine dining restaurants. Restaurant chinaware

This is a unique blend of fine china and porcelain and is designed specifically for use in commercial operations. The body is developed to give it great impact strength and durability, as well as extremely low absorption which is required of ceramics used in dining rooms. Decorations are applied between the body and the glaze, thereby protecting the decorations.Signs of quality ceramics

High quality ceramics have the following characteristics:

Ability to withstand thermal shocks

When a ceramic is heated and cooled very quickly, it may crack as a result of the sudden change in temperature. God quality ceramics are able to diffuse the heat without crazing or cracking.

Crazing in ceramics takes place when fine hair line cracks appear under the glaze. The ceramic is still intact despite the hair line fractures as the glaze holds the ceramic together.

The following steps detail test used to check the ability of the ceramic to thermal shocks:1. Heat the ceramic to 175C in a dry oven.

2. Remove the ceramic and plunge it into 20C water bath. Note that the water bath should have a volume eight times that displaced by the ceramic.

3. Dry the ceramic and plunge it into a concentrated dark-coloured dye.

4. Remove, wipe off the dye and dry.

5. Examine the ceramic. It should show no sings of cracking or crazing.6. The same piece of ceramic should survive the test at least five times. Good wet ability

A well made piece of ceramic wets evenly and thoroughly. To test the quality of a piece of ceramic, the following steps are carried out:1. Wipe the entire surface of the ceramic with a cotton wool soaked in alcohol to remove any grease or stains that will interfere in the test.

2. Allow the ceramic to dry completely.

3. Immerse the ceramic in clean 20 degree Celsius Water.

4. Remove the ceramic and note how the water adheres to the and falls away from the surface. A ceramic that wets well will have an thin, even film of water covering the entire glaze. Well glazed

A well glazed ceramics has a clear, even, unpitted glaze that completely seals the entire ceramic. A high quality ceramic in constant use will last for 4 to 5 years before losing its glaze.

Strength

The strength of ceramics is determined by the following:

Quality of the clayFine, smooth clay results in an air-free clay paste which when processed, shape and vitrified will produce high quality ceramics.

ResilienceResilience describes the ability of the ceramics to withstand physical shocks. The use of strengthening compounds such as aluminum oxide and the degree of vitrification add to the resilience of the ceramic. Thickness

Doubling the weight of the clay in a ceramic increases the strength of the ceramics by 75%

FashioningCeramics that have a rolled, scalloped rim or edge helps protect it against chipping when the edges collide against other ceramics or hard surfaces.

Well strength

The amount of clay that is put into the centre or well of each piece of ceramics determines its strength. Ceramics with more clay in the well are thus less likely to shatter or crack.

DesignA compact shape is less likely to break that one that flares outwards.

Aluminum oxide

Aluminum oxide (a malleable metal) when added to clay gives the ceramics strength. Products made with aluminum oxide can thus be made thinner and finer. In addition, the aluminums oxide also helps the glaze adhere to the finished ceramic.

Glazing

The glaze, which gives shine to ceramics, is made from a substance known as boro-silicate, a compound of aluminum and sand. This seals in the chinaware, preventing it from coming into contact with food placed on it, adds luster, waterproofs it and protects the chinaware from scratches. A well glazed ceramic is also made stronger as a result.

GLASSWARE

Glassware is a collective term to all items made from glass or crystal. These re four types of glassware:

Common glass

The cheapest and most common type of glass is known as lime glass. It is made from a combination of sand, soda lime and cullet (recycled broken glass). The lime and soda is added to clarify the glass and to give it sparkle. When combined with a metal known as boron, common glass becomes more resistant to breaking and chipping.

Crystal

This is made from sand with potassium silicate and lead oxide. The potassium silicate gives clarity to the crystal while lead oxide makes the product stronger strength.

Corning ware

This glass contains boric oxide which allows the glass to withstand high temperatures as well as sudden and drastic changes in temperature. Pyroceran

Originally developed for the nose cone of space going rockers, this type of glass has the ability to withstand sudden and drastic change in temperature and is made from clay, silica and rare metals. This is the most expensive type of glass and is most commonly found as oven-proof cookware.

4.5.1 Strengthening glassThere are five methods to strengthen glass:

Thickening

This process adds more glass at strategic points of stress to strengthen the glass. The rolled edge on a glass rim, extra thick stem to bowl joints and bases are two ways of strengthening glassware.

Shaping

Glasses with curved sides are much stronger than those straight sided. Glasses with rims that flare out and tall glasses with thin stems are all weaker as a result of their designs.

AnnealingIn annealing, hot molten glass is cooled very gradually. The slow cooling process gives extra strength to the glass as any stress on the surface is eliminated.

Heating

In this process, hot molten glass is first annealed and then reheated to melting point. It is then treated with a blast of cold air which shrinks the surface of the glass forming a skin while the glass inside is still molten. As the molten glass cools, it shrinks and pulls in the outer surface layer strengthening the glass. The end product is extremely strong. However, as the process creates a great deal of stress on the glass, production costs increases as the rejection and damage rate is high.

Compounds

Glass may be strengthened by the addition of compounds. Pyroceran is an example of glass that is stronger through the addition of a compound.

4.5.2 Poorly made glassThe following are characteristics of poorly made glassware:

Glass that is dull with no luster

Dirt specks trapped within the glass

Glass with irregular or bumpy edges

Small air bubbles trapped within the glass

Poorly designed glassware which are top heavy and which tips over easily

4.6 LINEN

Linen is both a type of fabric as well as a general collective term referring to all items made of synthetic or natural thread.

Article of table linen found in restaurants include:

Table mats

Glass cloths

Waiters cloth

Rags

Napkins

Table skirting

Table mats

Glass cloths

Waiters cloth

Napkins

Table skirting Tablecloths (including silence cloths, overlays and runners)

Fiber is a long, thin strand or thread of material. Fabric is a cloth material made by weaving or knitting threads together. Fabrics used to produce restaurant linen include: Linen

Cotton

Synthetic fibers Combination fabrics

Linen

(Flax fiber are contained within the stalk surrounded by a fine layer of bast)These are nature fibers obtained from the flax plant. It produces an absorbent fabric with a smooth appearance. It has a fairly stiff texture and creases easily and is generally difficult to iron out unless heavily starched. Fabrics made from pure linen are relatively very expensive. Cotton

Less expensive then linen, cotton has good absorption, weight and when starched and ironed, has a good appearance. However, pure cotton fabric creases easily and has a shorter life-span when compared to combination fabrics.

Synthetic fibers

Synthetic fibers like viscose, rayon are made from regenerated cellulose. The smoothness of the fabric results in the fabric slipping or being blown-off tables unless weighted down. Such fabric is also not absorbent and very sensitive to heat. Their main use as restaurant linen is as material for table skirting as they are often brightly colored, shiny and relatively inexpensive.Polyester fabrics like Terylene have a rougher, more solid texture than viscose rayon. However, this synthetic fabric is rather elastic and stretches, resulting in warping after some time. In addition, the inability of Terylene to absorb moisture and their sensitivity to heat make it necessary to combine it with natural fibers for use in the catering industry. The most widely used kinds of synthetic fibers are nylon (polyamide), polyester, acrylic, and olefin.

Combination fabrics

Polyester-cotton fabricCombination of synthetic and natural materials like polyester-cotton produce a relatively inexpensive restaurant linen that has elasticity, good moisture absorption, weight, and which when starched, irons and hangs well. These materials are the most widely used fabric for linen tin the catering industry.

Unfortunately, linen items are very commonly misused and easily damaged. The following are some guidelines for linen care:

Do not use napkins to clean or polish cutlery as the cutting edge shreds the fabric. Do not tie napkins or tablecloth in a bunch as this irreparably stretches and warps the linen.

4.6.1 Selecting fabrics for table linenWhen selecting fabrics for table linen, it is crucial to ensure that the material is:

Heat and fire retarding.

Easy to repair (mending)

Resistant to soling and staining