MASTERING RESTAURANT SERVICE

Transcription

1 MASTERING RESTAURANT SERVICE

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3 MASTERING RESTAURANT SERVICE H. L. CRA-CKNELL and G. NOBIS M MACMILLAN

4 H. L. Cracknell and G. Nobis 1989 All rights reserved. No reproduction, copy or transmission of this publication may be made without written permission. No paragraph of this publication may be reproduced, copied or transmitted save with written permission or in accordance with the provisions of the Copyright Act 1956 (as amended), or under the terms of any licence permitting limited copying issued by the Copyright Licensing Agency, 33-4 Alfred Place, London, WClE 7DP. Any person who does any unauthorised act in relation to this publication may be liable to criminal prosecution and civil claims for damages. First published 1989 Published by MACMILLAN EDUCATION LTD Houndmills, Basingstoke, Hampshire RG21 2XS and London Companies and representatives throughout the world ISBN ISBN (ebook) DOI /

5 CONTENTS v List of figures List of tables Preface xi XIV xv 1 The evolution of 1.1 Introduction 1 restaurant service 1.2 Early influences Food service in medieval times Introduction to tableware Development of techniques Effects of service Career prospects 6 2 The origins of 2.1 The origins and restaurants development of eating places The rise of the classical restaurant The ambience of the restaurant The senses and food acceptance The environment and the setting The methods and levels of service 14 3 Restaurant lay-out, 3.1 Allocation of space 17 furniture and 3.2 Restaurant layout 18 equipment 3.3 Purchase of furniture Use of the sideboard Equipment - linen Equipment - crockery and glassware Equipment - cutlery Special equipment Special utensils 38

6 CONTENTS 4 Restaurant staff 4.1 Profile of the ideal restaurateur Social skills Mental attributes Physical qualities Staff uniforms Additional essential personal attributes The requirements of social and technical skills Potentiality for advancement Knowledge of food and beverages Communication skills Acquisition of manipulative skills The restaurant brigade Working conditions 60 5 The menu 5.1 The rules of menu planning Table d'hote menus A la carte menus Speciality menus The composition of dishes Organisation of the kitchen Examples of menus Seasonal menus and foods Basic dietetics Writing a menu in French 82 6 Restaurant 6.1 Introduction 85 organisation 6.2 The mise en place of the restaurant Preparation of trolleys and buffet Meal service routine 87

7 vii 6.5 Taking the order Recording the order Restaurant billing machines Processing the order in the kitchen Protocols of service The role of accompaniments Condiments The importance of a knowledge of wine 98 7 Service procedures 7.1 Introduction General rules of service Use of the serving-spoon and fork Points of etiquette far waiters Dealing with a difficult customer The still-room The plate-room Service procedures for 8.1 Introduction 116 bors d'oeuvre 8.2 Hors-d'oeuvre varies Hors-d'oeuvre royale or hors-d'oeuvre de luxe Service of caviar Service of foie gras Preparation and service of seafood cocktails au pates Service of smoked fish Service of oysters Service of snails as a hot hars-d'oeuvre Service of smoked raw ham and charcuterie items Service of cold and hot vegetables as an hors-d'oeuvre 130

8 CONTENTS 8.12 Service of fruits as hors-d'oeuvre Miscellaneous horsd'oeuvre - hot and cold Service procedures for 9.1 Service of thick soup 142 soups, eggs, 9.2 Service of clear soups 145 farinaceous and fish 9.3 Service of egg dishes 148 dishes 9.4 Service of farinaceous dishes Service of fish Service of shellfish Hot hors-d'oeuvre Service of poultry, 10.1 Introduction 170 game and meat 10.2 Entrees and rei eves 170 dishes 10.3 Carving and service of poultry Carving and service of game birds Service of game animals Service of beef dishes Service of lamb and veal dishes Service of pork and ham dishes Service of nouvelle cuisine dishes Guide to the selection of vegetables and potatoes Serving of salads Service of desserts, 11.1 General rules of service 196 fruits, savouries, 11.2 Service of hot sweets 197 cheese and coffee 11.3 Service of cold sweets Service of fresh fruit Service of cakes and 11.6 pastries 204 Service of ice cream 11.7 sweets 206 Service of savouries 207

9 ix 11.8 Service of hot sandwiches Service of cheese Service of coffee Smorgasbord Lamp work 12.1 Introduction to flambe work Flamed fish dishes Flamed meat dishes Canard a la pre sse Flamed sweet dishes Flamed coffees Miscellaneous flambe dishes Use of spirits and liqueurs in cooking Unflamed dishes Service of breakfast, 13.1 Introduction 232 afternoon tea, and 13.2 English breakfast 232 supper 13.3 Continental breakfast Breakfast service in the restaurant Tiffin and brunch Floor service for breakfast Afternoon tea High tea Supper and evening meals Floor service Room service Function catering 14.1 Definition of a function Space utilisation Check-list Staffing quotas Arrangements for special functions Outdoor catering operations 263

10 CONTENTS 14.7 Examples of menus for special functions Service of liquid 15.1 The role of the refreshment sommelier Routine wine service Reading the wine label U sing a corkscrew Decanting wine Serving red wine Service of white wine Serving additional wine Grapes used for making wine General rules of wine service The dispense-bar Cellar organisation Glossary of wine terms Correct serving temperatures 294 Cigars and cigarettes 293 Pimms Cup Table waters Transport catering 16.1 Introduction Catering on a cruise liner Catering on a cross- Channel ferry Airline catering Catering on a charter airline Railway catering Catering on coaches 302 Multiple-choice questions 304 Model answers to questions at end of chapters 314 Glossary of technical terms 327 Appendix 1 Systematic catering 337 Appendix 2 Calendar of seasons 344 Appendix 3 Courses and examinations 345 Appendix 4 Examples of menus for special functions 346 Bibliography 355 Index 357

11 xi LIST OF FIGURES Table lay-out in straight lines Table lay-out on the echelon system Table lay-out using round tables Division of stations The lay-out of a sideboard Folding table napkins Shape and sizes of glasses Shape of bottles Heated trolley for carving meat and refrigerated trolley Items of equipment used on trolleys Special restaurant utensils Organisational chart - the restaurant brigade The traditional kitchen brigade The triplicate checking system pad and the method of recording information on it Triplicate checking system operation Basic cover for a table d'hote meal Sequence of serving customers Position for service Correct position for a badged plate on table Carrying hot plates Placing a cold plate on the table Carrying food and hot plates together Serving bread rolls Clearing used plates and cutlery Use of serving-spoon and fork Serving caviar Serving foie gras Preparation of cocktail de fruits de mer Presentation of seafood cocktail Serving smoked fish Serving oysters Serving snails Serving smoked ham and melon Serving asparagus Serving a globe artichoke Serving corn-on-the cob

12 LIST OF FIGURES Serving grapefruit-half Serving melon slice Serving avocado pear Serving tomato juice Serving soup from the gueridon Serving soup at the table Serving thick soup Serving consomme Serving clear turtle soup Serving petite marmite soup Serving oeufs en cocotte Serving oeufs sur Ie plat Serving oeufs farcis chimay Serving omelette Gueridon service of spaghetti Serving grated cheese Serving gnocchi Filleting a flat fish Filleting a trout Removing the skin from a fish steak Portioning a whole poached salmon Cutting a cooked lobster Serving cold lobster Serving scallops Serving mussels Carving a roast chicken Carving a boned sirloin (contrefilet) Service of sliced meat Carving a best end Carving a whole saddle Carving a boned and rolled saddle Carving a leg of lamb Preparing and serving fresh pineapple Preparation of an orange for dessert Hulling strawberries for Fraises Romanoff Serving cheese Cona coffee machine and coffee filter machine A cafetiere Pouring coffee Breakfast lay-up Breakfast order form for room service Breakfast tray for two persons Afternoon tea menu

13 xiii 13.5 Menu for high tea Night-club supper menu Banquet seating arrangements Room arranged for a reception Seating arrangements for a lecture Banquet booking form Seating plan for a top table of 15 persons at a wedding breakfast Organisaation form for an outdoor catering function Specimen wine list (carte de vin) Wine check Illustrations of wine labels Champagne bottle stopper Cellar or dispense-bar check Bin card Daily consumption sheet Copper wine thermometer 293 Q.1 Serving a slice of gateau 322 A.1 Diagram of a carousel food service system 341

14 xiv LIST OF TABLES 3.1 Allocation of space Table sizes Allocation of stations Staff duties rota Register of attendance Weekly staff timetable Example of a table d'h6te menu Example of an a la carte menu Comparable suitability of dishes Examples of dish names Average cooking times for a la carte dishes Recommended daily nutritional requirements List of low-calorie dishes A selection of salads with appropriate dressings Check-list of breakfast dishes Check-list for special functions Bottle sizes and contents Correct serving temperatures Typical luncheon menus on cruise and luxury liners Typical airline catering Typical first-class and Orient Express menus 303

15 PREFACE xv The aim of this book is to provide people newly-employed in, and those intending to enter the catering industry, with an outline of what it is like to work as a waiter and what knowledge and skills are required to carry out the job efficiently; it is also intended as an aide-memoire to those already engaged as waiters. To this end it provides an outline of the whole range of activities to be undertaken and deals with the organisational requirements as found in the majority of food-service situations. This book seeks to provide the reader with the foundations of a sound career and subsequent advancement and self-development; to do this, it takes as its basis the origins and historical background of the profession of waiter and shows how the intricate methods of food service were first introduced and subsequently developed. It gives an insight into the cultural aspects of food and beverage service from early times, and traces the course through the social changes at all those levels of society, where frequent eating away from home is a normal event in the pattern of life. It might be felt that this book places too much emphasis on the very high-class form of restaurant service, but it does embrace all levels of food service. The authors believe strongly that the standard of food service applicable to the best restaurants should set that of all others. The art of waiting can be defined as constant attention to small details and the anticipation of a customer's wants before he has to ask. Waiting techniques are a form of etiquette and good manners and when well carried out they add enormously to the customers' enjoyment of a meal, so enhancing the quality of life. Even such a simple chore as brushing crumbs off the table can be carried out with aplomb. Serving people and making sure that they enjoy their meal may seem alien to the British character but waiting is an honourable calling and can be the route to a very lucrative career. It is a job that requires a ready smile rather than a reluctant scowl. Suggestions for self-teaching are given and questions are included so as to measure the degree of understanding gained at each stage. The reader should attempt to answer these questions before proceeding to the next chapter or section. Reference is made throughout to the food-service operator or waiter but it must not be thought that this book is for men only; it is equally applicable to female staff who excel at this career. H. L. CRACKNELL G. NOBIS