HSR Waiter Handout

Skill Development Training
Hunar Se Rozgar
Trainers Package
Waiter – Student Handout
Ministry of Tourism
In Collaboration with
The National Council for Hotel Management

A-34 Sector -62, Institutional Area, NOIDA – 201309 (UP)
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Waiter Course (Six weeks):
A composite handout for theory and practical
Lesson Plan No: Student Handout/1 Page-1
Topic: Pride in the Nation:
 India- A Unity in Diversity.

 The largest democracy in the world.
 Boasts of a rich cultural heritage
 The world today, looks up to India as the frontrunner in IT, BT, as one of the strongest emerging
economies in the world.
 Industrialists from India are today aggressively acquiring huge multinational industries like
Corus, Accelor, Jaguar and Landrover, etc
 The Indian market is the focus of all industries the world over with India being widely recognized
as one of the highest potential markets alongside China.
 The Tourism industry is ever expanding in India.
 The biggest strength of the country is its large young population (employable age group).
 The biggest threat to the country comes from terrorism and dividing forces within.
 Our strength lies in our unity, the stability of tenure and our diversity.
 Be proud to be an Indian…………
Key words:
Unity in diversity
A strong emerging economy
Large employable youth
Expanding industrial base like tourism
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Lesson Plan No: Student Handout /2 page 1
Topic: Tourism & You:
 Tourism has been positioned as one of the largest service industry in India.
 It is an important industry for economic development, employment generation, particularly in
the backward and remote areas.
 India offers diverse opportunities for tourism, be it leisure or business.
 India is likely to witness a huge increase in both domestic tourism and foreign tourism.
 Tourism infrastructure includes Air, Rail, Road, Hotels, restaurants etc.
 The demand for trained manpower in hotels and restaurants is bound to see huge rise in the
near future.
 According to WTO,tourism is concerned with pleasure, holidays, travel that make people leave
their “normal” place of work and residence for a short- term temporary visit to another place.
 WTO is World Tourism Organization based at Madrid, Spain.
 International tourism, when the travel is from one country to another and Domestic tourism is
travel within a native country.
 International tourism consists of: Inbound tourism- refers to tourists entering a country and
Outbound tourism – refers to tourists leaving their country of origin for another.
 The primary constituents of tourism are:
 Transport
 Accommodation
 Catering,food and entertainment
 Intermediariaries like
 Travel agencies
 Tour operators
 Guide services
 Government Departments/Tourist information centers
 The secondary constituents of tourism include:
 Shops and Emporiums
 Handicrafts and souvenirs
 Local taxi/ transportation
 Touts and brokers
 Publishing industry
 Artisans, performers, artists, musicians who perform for tourists.
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Lesson Plan No: Student Handout /2 page-2
A tourism professional should be aware of all categories of tourist accommodation:
They are:
 Five star deluxe hotels-large hotels with high tariffs and extensive facility for the
guests
 Four , three and two star hotels ( referred sometimes as first class hotels)-
Contain most facilities of the five star hotels but are not as exclusive in luxury.
 Non- star hotels- Small non classified hotels , also referred to as budget hotels
 Resorts and lodges-Almost exclusively meant for leisure tourists and usually
enjoy seasonal business.
 Tented camps- Set up in remote places , they are eco friendly and suit
adventure tourism
 Heritage hotels- Forts, palaces, havelis that have been converted into hotels
without disturbing their old world charm
 Guest houses- Ideal for long stay guests on official visits
 Alternative accommodation: which include all such forms of boarding facility
besides the above mentioned which include:
 Circuit houses
 Dak bungalows
 Dharamshalas
 Paying guest accommodation
Another important aspect of tourism infrastructure is the catering units which provide food and
beverage to the tourists. These facilities include:
 Fine dining restaurants attached to five star deluxe hotels- usually speciality
restaurants which serve an exclusive fare.
 Multi-cuisine restaurants attached to hotels or stand alone units which serve
more than two different cuisines
 Coffee shops- restaurants open round the clock which offer food and a large
selection of beverages at affordable prices
 Bars- Outlets that serve alcoholic beverages with some snacks
 Fast food outlets- made popular by burger joints and the pizza houses they
serve standardized food at affordable rates, the service being fast and informal.
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 Cafeteria- Counter operations that cater to a large number of people in a

relatively short period of time. Found in railway stations, bus depots etc
 Road side Dhabas- Catering to the road commuters, they often serve traditional
food without many frills and at highly affordable rates.
 Food courts- set up in market places, malls, fairs etc serving a large choice of
food and beverage under the same roof.
Key Words:
WTO Cafeteria
Inbound tourism Dhaba
Outbound tourism Food court
Tourist accommodation
Travel agency
Tour operator
Emporium
Souvenir
Tout
Five star deluxe hotel
Resorts and lodges
Heritage hotel
Fine dining restaurant
Coffee shop
Bar
Fast food outlet
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Topic: Etiquettes & Basic Conversation:
Every member of the food service brigade plays a crucial role in ensuring high customer satisfaction and
a good meal experience. The waiter, who is given the responsibility of actual service, has the additional
responsibility of maintaining a high quality of service.
To ensure high standards of delivery the waiting staff should have the following attributes:
 Hygiene- personal aspects like taking a bath daily, keeping nails trimmed, cut hair, polished
shoes, washing hands with soap.
 Cleanliness- keeping the working environment clean. A waiter should keep his uniform,
equipments and area clean and free of germs. Sanitising the area before the start of a shift
 Speech and addressing: Clear speech and respectful addressing of customers helps a waiter to
pass on an opinion of high standard to the customer, also reducing chances of
miscommunication.
 Courtesy: The waiter should always be amiable and soft-spoken with customers.
 Memory: This helps the waiter to remember who is to be served what
 Honesty: Food and beverage service involves handling a lot of money, valuables etc. Hence
honesty towards the organization and the customer is essential.
 Co-operation: Good service comes out of teamwork. Helping others when one is free and being
proactive helps deliver best standards to the customer.
 Reliability: To be a good waiter one has to be reliable so that entrustment of responsibility and
work happens.
 Knowledge of food & beverage: Customers keep asking suggestions while ordering food. A good
knowledge of food and beverage allows the waiter to satisfy guest query thereby adding value
to the experience.
 Knowledge of local area: Foreign tourists often engage in enquiring about the local area, access
and routes with waiters. Helpful answers allow the guest to carry a positive image of the
organization.
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Topic: Etiquettes & Basic Conversation:
 Punctuality: Being on time is extremely important in the service sector as planning, allocation of
work and standardization of service all suffer if waiters turn up late on duty.
 Complain handling: Very often waiters are exposed to guest complains first. An alert waiter can
attend to a problem early and thereby diffuse a situation where as a delay may cause a
snowballing effect and a severe complains. By informing a senior of likely complains and
grievances waiters can handle situations better.
It is evident that good communication skills are the very essence of human interaction and a good
waiter should have good basic conversation skills.The following aspects help improve quality of
conversation:
 Volume of voice- Not too loud
 Pace of voice- Modulated
 Pitch of voice- Change the pitch according to the conversation giving impetus to important
aspects of conversation
 Enthusiasm- be interested and happy in what you are doing
 Listen well- Be patient and note down orders on a scribbling pad, repeat the order and confirm
 Accept criticism- learn to accept criticism without being over defensive or over apologetic.
 Always use appropriate salutation
 Give way to the guests
 Be polite and respectful at all times.
 After presenting the bill , move away, do not solicit a tip
 Remember to wish the customer well before he leaves and take a feedback of his experience.
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Adequate knowledge of
wine, tobacco Confidence in the
Organization
Knowledge of basic
food preparation GOOD WAITER CUSTOMER

styles, service procedure
for dishes
Heightened
Appreciation
Knowledge of matching Stimulation of interest
dishes that go well to experiment with food
and become a loyal customer
HOW TRAINED WAITERS ARE MORE EFFECTIVE
Key Words:
Hygiene Memory Honesty Punctuality
Speech Courtesy Listening Feedback
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Topic: Identification and use of tools and equipments:
For a waiter one of the most important skill and knowledge requirement is the comprehension of
different equipments, their use and identification. The following chart classifies the different types of
equipment found in a good F&B Service department:
Food and beverage service equipments
Silverware crockery glassware linen furniture miscellaneous
Tumbler Goblet
Tableware Special equipments
Cutlery flatware hollowware
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Standard Sizes Of Cutlery, Flatware And Hollowware, Commonly Found In The F&B ‘S Department.
Sl.no Name of equipment Size (in inches) Use
Cutlery and flatware
1 Large knife 9.5 To eat the main course
2 Small knife 8 To eat the side courses
3 Fish knife 8 To eat fish dishes
4 Butter knife 5 To cut and apply butter cubes
5 Fruit knife 7 To cut fruits
6 Service spoon 10 To serve food and gravy
7 Dessert spoon 7 To eat sweets and desserts
8 Soup spoon 7 To eat soup
9 Ice-cream spoon 5.5 To eat ice cream
10 Tea spoon 5.5 To stir sugar in a tea cup
11 Coffee spoon 4.5 To stir sugar/milk in coffee
12 Mustard spoon 3 To pick mustard from a mustard pot
13 Service fork 10 To serve food
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14 Large fork 9.5 To eat the main course with the large knife
15 Fish fork 7.5 Used along with the fish knife
16 Dessert fork 7 Used along with the dessert spoon
17 Cheese Knife 6 To cut and serve cheese
Sl.No Hollowware Capacity Uses
1 Tea pot ½ pot 300ml To serve tea as per

different orders
1 pot 500ml
1 ½ pot 800ml
2 Coffee pot ½ pot 300ml To serve coffee
1 pot 500 ml
3 Creamer 40 ml for1/2 pot To serve milk
125 ml for 1 pot
300 ml for 1 ½ pot
4 Water jugs 1.1 Liters small To serve water

2.4 liters large
5 Entree’ dish oval 1 portion To carry portioned

food from kitchen as
2 Portion
per order
4 portion
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Topic: Identification and use of tools and equipments
Standard Sizes Of Commonly Used Crockery Found In Food And Beverage Service Department.
Sl.no. Name of the equipment Size Use
Crockery
Diameter
1 Large plate 10” To serve the main course
dishes
2 Fish plate 8” To serve the fish dishes
3 Soup plate 9” To serve thick soups
4 Half plate 8” To serve the side course

dishes
5 Quarter plate 6 ½” As a side plate or

underliner
Capacity
6 Soup bowl 10 oz To serve soups
7 Breakfast cup 10 oz To serve hot beverages

during Breakfast
8 Tea cup 6 2/3 oz To serve tea other than at

breakfast
9 Coffee cup 3 1/3 oz To serve coffee after

lunch/dinner
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Standard Capacity Of Glassware Used In The Food And Beverage Service Industry
Sl.No Name of glassware Capacity Use
1 Hi-ball glass 8-9 oz To serve water
2 Juice glass 5 oz Service of juices-canned
3 Slim jim 10 oz Service of long drinks
4 Collins 12 oz Service of long drinks/cold

coffee with I/C
5 Old fashioned 8 oz Whisky on the rocks
6 Rolly Polly 8 oz Bloody mary service
7 Beer tankard ½ pint, 1 pint, Service of draft and lager

2 pint beer
8 Pool glass 10 oz Service of drinks at the

poolside
9 Water goblet 10 oz Service of water
10 White wine glass 5 1/2 oz Service of white wine
11 Red wine glass 7 oz Service of red wine
12 German white wine glass 5 oz Service of German white

wine
13 Champagne tulip 6-8 oz Service of champagne and

champagne cocktails
14 Brandy balloon 8 oz Service of brandy and

flamed coffee
15 Champagne saucer 5 oz Service of
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champagne,Short
cocktails
Commonly Used F & B (S) Linen of Standard Sizes
Sl.no. Name of linen Size of linen Use
1 For a 3 ft square table, a 5 ft square For laying on a 3 ft square

square table cloth Table
2 For a rectangular table 6 ½ ft x4 ½ ft For laying on the standard

restaurant rectangular
4 1/2 ft x2 1/2ft
table
3 For a round table of 3 ft 5 ft diameter For laying on a small

diameter restaurant round table
4 Slip cloths or napperon 3 ft x 3ft To lay on top of the table

cloth
5 Waiter’s cloth Damask or cotton size 24” Used by waiters during

x 24” service
6 Cocktail napkins 6-8”square Small napkins used in bars
7 Tea napkins 12”square Larger napkins used on the

restaurant table
8 Buffet cloth Any length minimum Long table cloth used on

being12 ft the buffet counter
9 Buffet frills Cotton or satin of height Used to cover the front of

30-36” and length 12 ft or buffet counters
more
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Furniture should ideally be good looking, trendy, durable and easy to clean. Stackable chairs are
essential for banqueting whereas speciality restaurant need richly upholstered chairs.
Tables come in different shapes. Other common furniture include the sideboard also known as a
dummy waiter or a waiter’s console where spare cutlery, crockery, linen, extra saucers are stored.
The hostess desk, buffet counter, gueridon trolley may also be included in furniture found in food and
beverage outlet. Wooden furniture remains a favorite with F&B service management though wrought
iron base, marble, granite tops, stainless steel base etc are also found. PVC is used in cheaper outlets, as
they are less costly and easy to maintain.
Standard Sizes of F&B (S) Department Furniture
Restaurant chair:
Height from ground to base 18”
Height from ground to top of back rest 39”
Size of base or seat 18”x18”
Restaurant table:
Square 2 ½ x 2 ½ ft for 2 persons
Square 3 ft x 3 ft for 4 persons
Rectangle 4 ½ ft x 2 ½ ft for 4 persons
Round 3 ft diameter for 4 persons
Round 5 ft diameter for 8 persons.
Height of a table 2 ½ ft or 30”
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Miscellaneous Equipments: All such equipments used in the food and beverage service department
which have not been covered under the above major equipment category are included in this category.
This includes
1. Chopping board
2. Straw
3. Swizzle sticks
4. Cocktail umbrella
5. Bottle opener
6. Breadbasket
7. Fruit stand
8. Tea / coffee strainers
9. Chaffing dish
10. Tooth picks
11. Paper napkins
12. Doilley
Although F&B (S) equipments have been discussed at length, all students of this trade have to become
practically exposed to equipments and their use.
Key Words:
Silverware
Flatware
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Cutlery
Hollowware
EPNS
Bone China
Goblet
Tumbler
Napperon
Dummy waiter
Swizzle Stick
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Cutlery: All F & B service equipment used by guests on the table to cut food e.g. Joint
knife, side knife, fish knife, butter knife, cheese knife etc.
1. ALL PURPOSE KNIFE

2. SIDE KNIFE
3. FISH KNIFE
4. LARGE KNIFE
5. CHEESE KNIFE
6. BUTTER KNIFE
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FLATWARE: SPOONS
1. Ice Cream Spoon
2. Sundae Spoon
3. Jam Spoon
4. Bar Spoon
5. Salad Spoon
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FLATWARE: SPOONS
1. All Purpose Spoon
2. Service Spoon
3. Soup Spoon
4. Tea Spoon
5. Coffee Spoon
Mustard Spoon
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FLATWARE: FORKS
1. Service Fork
2. All purpose Fork
3. Fish Fork
4. Pastry Fork
5. Salad Fork
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HOLLOWWARE
1. Coffee Pot
2. Tea Pot
3. Water Jug
4. Sugar Pot
5. Creamer/Milk Pot
6. Sauce Boat
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HOLLOWWARE
1. Butter dish
2. Condiment’s Tray
3. Preserve Pot
4. Toast Rack
5. Entrée Dish
6. Platter
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CROCKERY
1. Quarter Plate 2. Half Plate 3. Large Plate 4. Coffee Cup 5. Tea Cup
1. Soup plate 2. Soup Bowl 3. Consomme cup 4. Cruet Set
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Glassware
1. Champagne Tulip 2. Beer Goblet 3. Club Goblet 4. Red Wine 5. Champagne Saucer 6. Brandy Balloon
1. Rolly Polly 2. High Ball 3. Slim Jim 4. Juice Glass / Pony Tumbler 5. Old Fashioned 6 . Tom Collins
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A SIDEBOARD OR DUMMY WAITER
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Topic: Techniques and principles of cleaning:
Cleaning and care of equipment have to be repeatedly practiced by the students. Like the previous
chapter this is a skill oriented module and a visit to a nearby hotel with requisite infrastructure helps
the student to appreciate the process better.
 Dish wash/care of equipment.

1. Understand how dirty plates are deposited in the dish wash
area.
2. All dirties have to be scraped of dirty food and then
deposited in the separate trays set aside for cutlery, racks
for glasses and plates on the landing table.
3. Notice how the dish wash section cleans the plates, cutlery
and glassware.
4. The equipment is allowed to drain on a landing area.
5. Pickup the equipment and take them to wiping area.
 Plate Wiping.
1. Hold the plate completly covered in the wiping cloth.
2. Wipe it dry without allowing your palm to touch the plate.
3. Collect in stacks of 25.
4. Carry stacks and store them in the side board.
5. All crockery is stacked separately, however the soup bowls and cups may be stacked in
lesser numbers (space permitting.)
 Wiping glassware.
1. The glass is held in one corner of the wiping cloth usually with the left hand with a part
of the cloth below the base.
2. Stuff the other end of the cloth into the glass whilst still holding it.
3. Rotate the glass with right hand with the right thumb inside the glass but not touching
the glass surface.
4. Place the wiped glass on a salver so that it can be carried to the sideboard.
 Wiping cutlery and flatware.
1. Segregate the cutlery and flatware in to similar type.
2. Hold each item in your left hand with the wiping cloth below
it.
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3. Cover the item with the other part of the cloth and wipe it dry
with the right hand.
4. Collect on a salver and carry back to the sideboard.
Extra plates and table ware are stored in the plate room
 Care of Linen:
1. The clean linen is stored in ancillary linen room which may be attached to the
pantry.
2. The spare linen in daily use is stored in the sideboard .Store linen well ironed, with
the larger linen stacked at the bottom.
3. Dirty linen is deposited in a box kept just outside the exit door of the restaurant
leading into the pantry.
4. These linen are counted, tied in bundled of ten/ twenty tied in a large bundle and
exchanged in the main linen room. The exchange is done on the basis of CLEAN FOR
DIRTY.
For all equipment crockery, glassware, hollowware, flatware and linen a fortnightly count is undertaken
to located breakage / loss of equipment if any.
 Pick up Counter
(i) Check how the food pickup is streamlined at the food pick up area
(ii) List the activities at the abouyer’s desk
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 The Silver room :

(i) Silver is a delicate metal and needs polishing since it gets easily stained by sulphides
in food.
(ii) Silver cleaning is done by the following process
(a) Wipe the silver item clean

(b) Dip cotton in a silver cleaning liquid like proprietary silvo
(c) Dab the cotton on the metal till the silver is lightly covered with a layer of silvo
(d) Allow the metal to dry for 10 minutes
(e) Buff it with waste cloth
In large hotels since the silvo method works out to be expensive, industrial methods are used.
These includes
1. The plate powder method
2. The silver dip method
3. The Burnishing machine
4. The Polivit method
The plate powder is a pink powder which is made into a thick paste by mixing with ethyl alcohol.
The paste is applied evenly on the silver. As the alcohol evaporates, Silver is buffed with a waste
cloth.
The Silver dip is a proprietary liquid like Goddard’s silver dip. The silver is dipped in the solution
for a short time. The liquid reacts and cleans the stain. The silver is removed, washed in hot
water and wiped clean.
The burnishing machine is a large drum in which highly polished ball bearings are covered with
hot soap water. As the drum rolls the silver inside the drum is cleaned by the friction of the ball
bearings and soap water.
The Polivit is a container with large aluminum sheet having holes in which washing soda solution
is added. The action of aluminum and soda cleans the stains
As mentioned at the beginning of the chapter, a hotel visit to a star hotel in the neighborhood with a
silver cleaning machine would enhance student appreciation of the same.
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Key words:
Dish wash
CLEAN FOR DIRTY
Abouyer’s desk
The Silver room
The plate powder method
The silver dip method
The Burnishing machine
The Polivit method
3 tank manual Dish wash
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Plate Wiping
31
Glass Wiping
32
Cutlery Wiping
33
Plate Storage
34
Glassware Storage
35
A well stocked Side Board
36
Carrying a stack of plates
Carrying a salver
37
Topic: Personal Hygiene:
Hygiene can be defined as the practice of keeping oneself and one’s surroundings clean in order to
prevent disease or illness. As discussed earlier it is an important attribute of the waiting staff.
Personal hygiene is important to all of us as individuals, but for the staff of the tourism industry,
especially food handlers it is a basic necessity to maintain the highest levels of personal hygiene. Hence,
employers and customers alike demand high standards of personal hygiene from the waiting staff
brigade.
The following are to be cultivated by all who wish to seek a career in the catering industry:
 Have a bath daily, if need be twice a day.

 Trim finger nails and toes regularly.
 Wear a fresh set of clothes every day. Make sure your clothes are well tailored, clean, ironed
properly and look elegant on you.
 For men shave daily, if you keep a moustache, trim it regularly.
 Avoid wearing finger rings.
 Ladies should tie up their hair into a bun and cover it in a net.
 Excess jewelry should be avoided.
 Use a mild body freshener.
 Do not bite fingernails.
 Wiping perspiration, picking the nose, coughing in thepresense of the customer, scratching body
parts are absolutely a no in the catering business.
 Use hand sanitizers to wash your hands every two hours.
 Wash your hands well with soap if you visit the toilet.
Personal hygiene should be an inculcated habit. Hence grooming check forms a part of daily briefing of
staff prior to the beginning of a meal period.
Key Words:
Personal Hygiene Daily briefing
Habit of cleanliness Hand sanitizer
Grooming
Disease
38
Lesson Plan No: Student Handout /7 page - 1
Topic: Food handling and Hygiene:
Some definitions:
 Food: any substance, which we eat so as to maintain life and growth.
 Contaminate: Make impure by exposing to a poisonous or polluting substance.
 Spoilage: decay of food and other perishable goods.
 Food poisoning: illness caused by food contaminated by bacteria or other harmful micro
organisms.
Every waiting staff should understand that food is highly perishable, especially cooked food. Improper
storage, handling of food can easily lead to food poisoning. All catering students should realize the value
of handling food properly to avoid spoilage which not only causes loss of revenue but also brings a bad
name to the organization.
The following points need to be taken care of:
 Store cooked, semi-cooked and raw food separately

 Store dairy products, meat, well refrigerated, vegetables- refrigerated mildly,
whereas grocery at room temperature
 Have separate cutting area for vegetables and meat, never use the same cutting or
storing bowls. It is best to color code non veg. handling items and veg. handling
items.
 Sanitize hands every two hours to reduce microbial contamination through hands
 Meat pre- preparation area should be ideally an air conditioned room.
 Wash the kitchen and pantry floor on a periodic basis to keep it clean and hygienic.
 Send water and food samples to the microbiology lab for testing from time to time to
ensure the storage cycle is effective
 Ensure all food handlers wear caps to cover their heads.
 Waiting staff should wear gloves while handling food directly/assembling the food
 Food waiting to be picked up should be kept at a designated hot plate/cold counter
and never left unattended
 Check the expiry date of all packed food before use/sale
 Puffed up cans should never be used.
 Any food not smelling good should not be served.
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Topic: Food Handling and Hygiene:
Key Words:
Food
Contaminate
Food poisoning
Spoilage
Perishable
Bacteria
Semi cooked food
Dairy products
Pre-preparation area
Food assembly
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A Clean And Set Restaurant
A Multicuisine Restaurant
41
Buffet Counter
42
A neatly set restaurant table
A Table with cutlery placed on it. This is a general À la carte table layout.
43
Topic: Safety and precautions:
The major safety concerns in catering establishments include:
 Fire
 Physical injury due to slips, falls, bruises and cuts
 Burns and scalds
 Terrorist activities
Conditions Needed For A Fire
For a fire to take shape (as well as continue), the following three conditions should be met:
1. A combustible material
2. A specific temperature at which the above material would burn
3. Some fuel (mostly oxygen) to aid the burning
Fire fighting is a very important aspect of a worker in the catering industry as the work environment
has plenty of chances where the fire cycle may be completed. Compulsory fire fighting classes have
to be conducted by any catering organization.
A visit to a nearby hotel to explain fire fighting devices may be a good way to educate students
about the importance of fire fighting.
Classes Of Fire
Let us also understand the classes of fires.
 Class A
These are fires that involve some solid material like, clothers, paper, junk-heap, wood etc.
 Class B
These are fires that involve liquid materials like: petrol, gasoline, diesel, oil etc.
 Class C
These are fires that involve electrical elements
 Class D
These are fires are those involve metals
 Its important to know about the classes of fires because fire-extinguishers are classified and
marked based on the type of fire on which they would be effective
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Topic: Safety and precautions:
Types Of Fire Extinguishers
 Water Based - These are most effective on Class A fires.

 Foam Based - These are used mostly on Class B fires.
It can also be used on Class A fires.
 CO2 Based - These are mostly used on Class C fires.
It can also be used on Class A and Class B fires.
 CFC Based - These are mostly used on Class C fires.
It can also be used on Class A and Class B fires.
 Dry Chemical Based These are most commonly used type of extinguishers.
It can be used on Class A, B and C fire. Hence, its popularly also called as ABC
type.
Physical injury:
Accidents like falls, slips, bruises, cuts etc are very common in the F&B trade. Sometimes they may be
major accidents like falls, fracture deep gashes etc to the staff working in the kitchen. In most of these
cases well trained first aid handlers can reduce major complications to a large extent.
However facilities like Doctor on call, medical insurance of all staff, and reduction of reaction time in
getting medical attention reach the patients saves complications and life in a majority of cases.
Bomb threat & Terrorist Activities:
Terrorist activities were traditionally not considered as disasters. However, during the last few years,
terrorist activities have become more sophisticated and F&B establishments have been targeted
regularly making sensitization to such activities for staff a very important part of disaster
management.Generally, large scale terrorist activities can be prevented only through timely collection
and analysis of “intelligence” data. The only precaution that general population can take is to remain
observant of their surroundings, and, report any suspicious activity to the law-enforcement agency.
Heeding to alerts from the law enforcement agencies and scrupulously checking credentials of all
employees, passport details of foreign guests, installing technology like luggage screeners, walk through
detectors, under body checking glass for vehicles. Restricted entry with barricades for vehicles coming
into a hotel premise, strict enforcement of gate passes to allow only authorized movement within the
establishment, and installing CCTV at critical traffic movement points all help reduce the risk of terrorist
activities within a hotel or restaurant.
45
Topic: Food and beverage terminology:
 Food: any substance, which we eat so as to maintain life and growth

 Fine dining restaurants: attached to five star deluxe hotels- usually speciality restaurants which
serve an exclusive fare.
 Multi-cuisine restaurants: attached to hotels or stand alone units which serve more than two
different cuisines
 Coffee shops: restaurants open round the clock which offer food and a large selection of
beverages at affordable prices
 Bars: Outlets that serve alcoholic beverages with some snacks
 Fast food outlets: made popular by burger joints and the pizza houses they serve standardized
food at affordable rates, the service being fast and informal.
 Cafeteria: Counter operations that cater to a large number of people in a relatively short period
of time. Found in railway stations, bus depots etc
 Road side Dhabas: Catering to the road commuters, they often serve traditional food without
many frills and at highly affordable rates.
 Food courts: set up in market places, malls, fairs etc serving a large choice of food and beverage
under the same roof.
 Cutlery: All F & B service equipment used by guests on the table to cut food e.g. Joint knife,
sideknife, fish knife, butter knife, cheese knife etc.:
 Flatware: This consists of all the spoons and forks used by the guest to serve and to eat his food
on the table except cutlery eg. teaspoon, coffee spoon, dessert fork, fish fork, pastry fork etc.
 Hollow Ware: These are silver equipment meant for carrying food and beverage from the
kitchen to the guest table eg.water jugs, tea pots, coffee pot, sugar basin creamer, entrée dish
platters etc.
 EPNS: Electro plated nickel silver: Metal used to make the best cutlery, flatware and hollowware.
 Tumbler: A glass having a base and a bowl only.
 Goblet: A glass having a base , a bowl and a stem.
 Slip cloths or napperon: Laid on top of the table cloth to protect it from spills and also to give a
better design.
 Dummy waiter : a waiter’s console where spare cutlery, crockery, linen, extra saucers are
stored
46
Topic: Food and beverage terminology:
 Special silver cleaning methods:
The plate powder method

The silver dip method
The Burnishing machine
The Polivit method
 Food poisoning: illness caused by food contaminated by bacteria or other harmful micro
organisms
47
REFERENCES AND FURTHER READINGS :
1. Modern Restaurant Service : JOHN FULLER, Hutchison.
2. Mastering Restaurant Services : H.L CRACKNELL and G.NOBIS, Macmillan.
3. Food and Beverage : DENNIS LILLICRAP AND JOHN COUSINS, Hodder &
Stoughton.
4. Improving Food and beverage performance : KEITHWALLER, Butterworth-

Heinemann.
5. Bar and Beverage Book : KOSTAGIS, THOMAS AND PORTER,John wiley.
6. Food & Beverage service : BRUCE AXLER, CAROL LITRIDES , John wiley and
Sons.
7. Text Book of F&B Service : SN BAGCHI , ANITA SHARMA , Aman Publications.
8. Food & Beverage Service : VIJAY DHAWAN.
9. Food Service –I: CBSE Textbook for vocational course in F&BService,N.S.Bhuie,
R.K.Puri,Pramod Naick
48

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Skill Development Training

The National Council for Hotel Management

A composite handout for theory and practical

Lesson Plan No: Student Handout/1 Page-1

Topic: Pride in the Nation:

 India- A Unity in Diversity.

A strong emerging economy

Large employable youth

Expanding industrial base like tourism

A composite handout for theory and practical

Lesson Plan No: Student Handout /2 page 1

Topic: Tourism & You:

A composite handout for theory and practical

Lesson Plan No: Student Handout /2 page-2

Topic: Tourism & You:

A tourism professional should be aware of all categories of tourist accommodation:

A composite handout for theory and practical

Lesson Plan No: Student Handout /2 page-3

Topic: Tourism & You:

 Cafeteria- Counter operations that cater to a large number of people in a

Inbound tourism Dhaba

Outbound tourism Food court

Five star deluxe hotel

Resorts and lodges

Fine dining restaurant

Fast food outlet

A composite handout for theory and practical

Lesson Plan No: Student Handout /3 page-1

Topic: Etiquettes & Basic Conversation:

A composite handout for theory and practical

Lesson Plan No: Student Handout /3 page-2

Topic: Etiquettes & Basic Conversation:

wine, tobacco Confidence in the

food preparation GOOD WAITER CUSTOMER

Knowledge of matching Stimulation of interest

dishes that go well to experiment with food

and become a loyal customer

HOW TRAINED WAITERS ARE MORE EFFECTIVE

A composite handout for theory and practical

Lesson Plan No: Student Handout /4 page-1

Topic: Identification and use of tools and equipments:

Food and beverage service equipments

Silverware crockery glassware linen furniture miscellaneous

Tableware Special equipments

Cutlery flatware hollowware

A composite handout for theory and practical

Lesson Plan No: Student Handout /4 page-2

Topic: Identification and use of tools and equipments:

Sl.no Name of equipment Size (in inches) Use

Cutlery and flatware

1 Large knife 9.5 To eat the main course

2 Small knife 8 To eat the side courses

3 Fish knife 8 To eat fish dishes

4 Butter knife 5 To cut and apply butter cubes

5 Fruit knife 7 To cut fruits

6 Service spoon 10 To serve food and gravy

7 Dessert spoon 7 To eat sweets and desserts

8 Soup spoon 7 To eat soup

9 Ice-cream spoon 5.5 To eat ice cream

10 Tea spoon 5.5 To stir sugar in a tea cup

11 Coffee spoon 4.5 To stir sugar/milk in coffee

12 Mustard spoon 3 To pick mustard from a mustard pot

13 Service fork 10 To serve food

15 Fish fork 7.5 Used along with the fish knife