Food and Beverage Service

466 Pages·2010·11.03 MB·English

by  John Cousins

Food and
Beverage
Service
eighth edition
Dennis Lillicrap • John Cousins
The Food and Beverage Training Company, London
Consultant editor for this edition: Suzanne Weekes
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British Library Cataloguing in Publication Data
A catalogue record for this title is available from the British Library
ISBN: 978 1444 11250 4
First edition published 1971
Second edition published 1983
Third edition published 1990
Fourth edition published 1994
Fifth edition published 1998
Sixth edition published 2002
Seventh edition published 2006
This edition published 2010
Impression number 10 9 8 7 6 5 4 3 2 1
Year 2014, 2013, 2012, 2011, 2010
Copyright © 2010 Dennis Lillicrap and John Cousins
All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or
mechanical, including photocopy, recording, or any information storage and retrieval system, without permission in writing
from the publisher or under licence from the Copyright Licensing Agency Limited. Further details of such licences (for
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Street, London EC1N 8TS.
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Cover photo © Corbis.
Typeset by Fakenham Photosetting Ltd, Fakenham, Norfolk
Printed and bound in Italy for Hodder Education, an Hachette UK Company, 338 Euston Road, London NW1 3BH.
c o n t e n t s
Acknowledgements vi
How to use this book and master reference chart vii
Master reference chart viii
Introduction to the eighth edition xi
Chapter 1 The foodservice industry
1.1 Sectors of the foodservice industry 2
1.2 Foodservice operations 6
1.3 The meal experience 10
1.4 Food production methods 14
1.5 Food and beverage service methods 15
1.6 Food and beverage service personnel 21
Chapter 2 Staff attributes, skills and knowledge
2.1 Success in food and beverage service 28
2.2 Attributes of food and beverage service personnel 28
2.3 Service conventions 30
2.4 Basic technical skills 34
2.5 Interpersonal skills 41
2.6 Health, safety and security 48
Chapter 3 Food and beverage service areas and equipment
3.1 Design and purchasing factors 55
3.2 Stillroom 56
3.3 Hotplate 57
3.4 Wash-up 59
3.5 Colour and lighting considerations 61
3.6 Bar 63
3.7 Furniture 67
3.8 Linen 70
3.9 Crockery 71
3.10 Tableware (flatware, cutlery and hollow-ware) 74
3.11 Glassware 79
3.12 Disposables 83
3.13 Automatic vending 85
Chapter 4 The menu, menu knowledge and accompaniments
4.1 Origin of the menu 90
4.2 Classic menu sequence 90
4.3 Classes of menu 92
4.4 Influences on the menu 97
4.5 Menu and service knowledge 99
4.6 Hors-d’oeuvre and other appetisers 100
4.7 Soups 104
4.8 Egg dishes 105
4.9 Pasta and rice dishes 106
4.10 Fish dishes 106
4.11 Meats, poultry and game 107
4.12 Potatoes, vegetables and salads 109
4.13 Cheese 110
4.14 Sweets 116
4.15 Savouries 117
4.16 Dessert (fresh fruit and nuts) 118
Chapter 5 Beverages – non-alcoholic and alcoholic
5.1 Tea 121
5.2 Coffee 124
5.3 Other stillroom beverages 134
5.4 Non-alcoholic bar beverages 134
5.5 Wine and drinks lists 137
5.6 Cocktails and mixed drinks 141
5.7 Bitters 144
5.8 Wine 144
5.9 Spirits 158
5.10 Liqueurs 161
5.11 Beer 161
5.12 Cider and perry 165
5.13 Tasting techniques 166
5.14 Matching food with wine and other drinks 170
5.15 Safe, sensible drinking 175
Chapter 6 The service sequence (table service)
6.1 Taking bookings 178
6.2 Preparation for service 179
6.3 The order of service (table service) 201
6.4 Taking customer food and beverage orders 204
6.5 Service of food 211
6.6 Service of alcoholic beverages 215
6.7 Service of non-alcoholic beverages 224
6.8 Clearing during service 228
6.9 Clearing following service 235
Chapter 7 The service sequence (self service, assisted service
and single point service)
7.1 Service methods 238
7.2 Preparation for service 239
7.3 The order of service 247
7.4 Clearing during service 251
7.5 Clearing following service 252
Chapter 8 The service of breakfast and afternoon tea
8.1 Breakfast service 256
8.2 Afternoon tea service 260
Chapter 9 Specialised forms of service
9.1 Service in situ 267
9.2 Floor/room service 267
9.3 Lounge service 273
9.4 Hospital tray service 276
9.5 Home delivery 277
9.6 Airline tray service 279
9.7 Rail service 281
Chapter 10 Enhanced service techniques
10.1 Guéridon service 283
10.2 Introduction to carving, jointing and filleting 286
10.3 Flambé lamps, Suzette pans and hotplates 290
10.4 Hors d’oeuvre and other starters 295
10.5 Salads and dressings 300
10.6 Soups 304
10.7 Hot fish dishes 305
10.8 Steaks and meat dishes 309
10.9 Meat joints 315
10.10 Poultry and game 318
10.11 Sweet dishes 323
10.12 Fresh fruit 328
Chapter 11 Events
11.1 Types of events 334
11.2 Event service staff roles 335
11.3 Event administration 336
11.4 Event organisation 339
11.5 Weddings 353
11.6 Outdoor catering (off-premises catering) 358
Chapter 12 Supervisory aspects of food and beverage service
12.1 Legal considerations 361
12.2 Sales promotion 363
12.3 Customer relations 366
12.4 Staffing levels, staff organisation and training 368
12.5 Food and beverage pricing 376
12.6 Food and beverage revenue control 380
12.7 Beverage control 391
12.8 Performance measures 399
Annex A
Glossary of cuisine and service terms 402
Annex B
Cocktail and mixed drink listing and recipes 432
Annex C
Cigars 440
Index 443
vi
●●
Acknowledgements
The preparation of the eighth edition of this book has drawn upon a variety of experience
and literature. We especially want to thank Suzanne Weekes of Thames Valley University,
who was the editing consultant for this new edition. We would also like to express our
sincere thanks to all the organisations and individuals who gave assistance and support in
the revision of this text. In particular we would like to thank:
Academy of Culinary Arts, UK; Academy of Food and Wine Service, UK; Mathew
Alexander, Lecturer, University of Strathclyde, Glasgow; Belfast Hilton Hotel, Northern
Ireland; British Airways plc; Burgess Furniture Ltd, London; City and Guilds of London
Institute; Croners Catering, Croners Publications; Anne Dubberley and Julie Bromfield,
Petals of Piccadilly, Birmingham; Dunk Ink; Andrew Durkan, author and consultant,
formerly of Ealing College, London; Elia International Ltd, Middlesex; Euroservice UK,
Welford, Northants; Foodservice Consultants Society International, UK&I; Professor
David Foskett, author, consultant and Dean at the London School of Hospitality and
Tourism, Thames Valley University, Ealing and also the Operations Team at the School;
German Wine Information Service, London; Simon Girling, Restaurant Manager,
The Ritz Hotel, London; The Glasgow Hilton Hotel, Scotland; Gleneagles Hotel,
Auchterarder, Scotland; Great Western Trains Company Limited; Hunters and Frankau,
cigar importers and distributors; IFS Publications; The International Coffee Organisation;
International Standards Organisation; The Langham Hotel, London; Le Columbier
Restaurant, London; Louvet Turner Coombe Marketing; Meiko UK Ltd; National
Checking Co UK; Kevin O’Gorman, Lecturer, University of Strathclyde, Glasgow;
Maidaid – Halcyon: PalmTEQ Limited UK; The Restaurant Association of Great Britain;
Joachim Schafheitle, Senior Lecturer, Bournemouth University; Ashley Shaw, House
Manager, The Westbury Hotel, London; Six Continents Hotels, London; Louise Smith,
Flowers by Louise, Birmingham; Snap-Drape Europe Limited; Sodexo UK and Ireland;
Steelite International; The Tea Council; Uniwell Systems (UK) Ltd; Katie Watson, Chef
de Rang at Gleneagles Hotel, Auchterarder, Scotland; Ian Whitaker, Chief Executive,
Cairngorm Mountain Limited, Scotland; Linden Wilkie, Managing Director, The Fine
Wine Experience Ltd, London; John Williams, Executive Chef, The Ritz Hotel, London,
and Williams Refrigeration.
Figures 3.1, 3.2, 3.9, 3.10, 6.4, 6.5, 6.39, 7.3 and 8.6 were photographed by Andrew
Callaghan. Figures 2.1–2.6, 3.4, 3.11, 5.1, 5.5, 6.3, 6.13–6.15, 6.18, 6.31, 6.32, 6.34, 6.37,
6.38, 6.40–6.42, 8.2, 8.5, 8.7, 9.4 and 12.6 were photographed by Carl Drury. Figures
3.7, 3.13, 4.4, 5.7, 5.8, 6.3, 6.6–6.10, 6.20, 6.35, 7.1, 10.3–10.6 and 10.8–19 were drawn
by Mike Humphries, Clifton Graphics. Figures 3.12, 6.11, 6.12 and 7.3 were drawn by
Oxford Designers and Illustrators.
Photo on p.1 © foodfolio/Alamy; p.27 © Russell Underwood/Getty Images; p.54 ©
Lucky Dragon/Fotolia; p.89 © Jack Hollingsworth/Getty Images; p.120 © Laszlo Selly/
Getty Images; p.177 © Steve Baccon/Getty Images; p.237 © Tracey Kusiewicz/Getty
Images; p.255 © Comstock Images/Getty Images; p.266 © Chad McDermott/Fotolia;
p.282 © Anthony Blake/Photolibrary; p.333 © Ron Levine/Getty Images; p.360 ©
Kristjan Maack/Getty Images.
vii
●●
How to use this book and master reference
chart
The information in the book can be accessed in three ways:
1 Using the contents list at the front of the book (pp.iii–v)
2 Finding information through the index at the back of the book (p.443)
3 Using the master reference chart (pp.viii–x).
The master reference chart takes account of the various examining and awarding
body recommendations and assessment requirements, especially National Vocational
Qualifications. The chart identifies aspects of food and beverage service and identifies the
chapter or section where that information is detailed.
Because of the wide variety of hospitality operations, the chart indicates the broad range
of knowledge and skills that will be relevant to a range of food service operations. The
chart can be used as a checklist when identifying the relevance of a particular aspect to a
particular foodservice operation, job or qualification requirement, as well as a means of
finding information.
To use the chart, first select the aspect you are interested in from the tasks and duties
column. Then note the chapter and/or section identified and go to the identified page
number.
viii
●●
Master reference chart
Task and duties Chapters/
sections and
page numbers
Industry knowledge
• Define food and beverages 1.1, p.2
• Identify the sectors of the foodservice industry 1.1, p.2
• Identify variables between different sectors 1.1, p.2
• Explain the stages of the foodservice cycle 1.2, p.6
• Describe examples of foodservice operations 1.2, p.6
• Identify variables in different foodservice operations 1.2, p.6
• Identify factors contributing to the meal experience 1.3, p.10
• Define customer service 1.3, p.10
• Differentiate between levels and standards of service 1.3, p.10
• Describe food production methods 1.4, p.14
• Distinguish between the service sequence and the customer process 1.5, p.15
• Outline the relationship between the different operating systems in a 1.5, p.15
foodservice operation
• Describe food and beverage service methods 1.5, p.15
• Identify the main job titles and roles within food and beverage service 1.6, p.21
Personal skills
• Identify factors for success in food and beverage service 2.1, p.28
• Develop attributes necessary for food and beverage service 2.2, p.28
• Comply with service conventions and know the reasons for them 2.3, p.30
• Work within legal requirements 12.1, p.361
• Develop competence in basic technical skills 2.4, p.34
• Develop good interpersonal skills 2.5, p.41 and
12.3, p.366
• Be able to deal with:
– adults 2.5, p.41
– children 2.5, p.41
– those with mobility difficulties 2.5, p.41
– those with communication difficulties 2.5, p.41
– customer complaints 2.5, p.41
– customer incidents 2.5, p.41
Health, safety and security
• Maintain personal health and hygiene 2.2, p.28
• Maintain a safe environment 2.6, p.48
• Avoid hazards 2.6, p.48
• Deal with accidents 2.6, p.48
• Carry out procedures in the event of a fire 2.6, p.48
• Contribute to cleaning programmes 2.6, p.48
• Maintain a secure environment 2.6, p.48
• Deal with suspicious items 2.6, p.48
• Deal with bomb threats 2.6, p.48
ix
Master reference chart
Task and duties Chapters/
sections and
page numbers
Service areas, equipment and product knowledge
• Know and apply knowledge of:
– service areas and equipment Chapter 3,
p.55
– menus 4.1, p.90 to
4.4, p.97
– menu knowledge and accompaniments 4.5, p.99 to
4.16, p.118
– cuisine and service terms Annex A, p.402
– wine and drink lists 5.5, p.137
– non-alcoholic drinks, including hot drinks 5.1, p.121 to
5.4, p.134
– wine 5.8, p.144
– other alcoholic beverages 5.6, p.141 to
5.7, p.144 and
5.9, p.158 to
5.12, p.165
• Develop wine tasting techniques 5.13, p.166
• Develop skills in matching food and wine/drinks 5.14, p.170
• Know and apply the guidelines for safe, sensible drinking 5.15, p.175
Service sequence
• Take bookings for table service 6.1, p.178
• Prepare service areas:
– table service 6.2, p.179
– self service, assisted service and single point service 7.1, p.238, 7.2,
p.239
• Take orders for food and beverages and determine customer requirements 6.4, p.204
• Serve food:
– table service 6.3, p.201, 6.5,
p.211
– self-service, assisted service and single point service 7.3, p.247
• Serve beverages:
– wine 6.6, p.215
– other alcoholic beverages 6.6, p.215
– non-alcoholic beverages 6.7, p.224
• Clear during service
– table service 6.8, p.228
– self service, assisted service and single point service 7.4, p.251
• Deal with payments 12.6, p.380
• Clear service areas after service:
– table service 6.9, p.235
– self service, assisted service and single point service 7.5, p.252