AN INTRODUCTION TO THE HOTEL AND FOOD SERVICE INDUSTRY Hotel and other food service industries are part

of the Hospitality Industry. HOSPITALITY INDUSTRY ANCIENT DEFINITIONThe word Hotel is derived from the Latin word hospitum i.e. the halls in oldendays where guests were given hospitality, or in short the notion of hospitality canb e d e s c r i b e d a s t h e s p r i t , p r a c t i c e , q u a l i t y a n d a n a c t o f r e c e i v i n g a n d t r e a t i n g strangers and guest in warm, friendly and generous way without any considerationfor the reward and / or return.MODERN DEFINITIONHospitality in the modern sense comprises of four characteristic features.1.Is conferred by a host on a guest a home away from home.2.It is interactive i.e. involving the coming together of a provider and receiver.3.It comprises of a blend of tangible and in-tangible factors.4 . T h e h o s t p r o v i d e s t h e g u e s t s a s e n s e o f s e c u r i t y a n d p s y c h o l o g i c a l a n d physiological comfort.The four attributes, if put to practice; deliver the desired feeling of being athome.EVOLUTION OF HOTEL AND CATERING INDUSTRY T h e i n d u s t r y c a m e i n t o b e i n g i n o t h e r w o r d s s t a r t e d i n t h e 6 th century B.C. Thee a r l i e s t f o r m s o f h o t e l s w e r e j u s t l a r g e h a l l s w h e r e t r a v e l e r s slept on the flooralong with the animals on which they traveled and in India t h e y w e r e k n o w a s Sarai khana or Dharmashala and in the west they were know as Inns.Then changes in the mode of transport and travel i.e. with the invention of wheels,s p e e d o f t r a v e l i n c r e a s e d w i t h t h e d e v e l o p m e n t o f v e h i c l e s . T h e i n d u s t r i a l revolution in E n g l a n d a n d o t h e r c o u n t r i e s t r a v e l f o r b u s i n e s s g r a d u a l l y s t a r t e d increasing and with the growth of economy an increase in travel for recreation andm e a n i n g f u l u t i l i z a t i o n o f l e i s u r e a n d t h i s c r e a t e d a y e a r n i n g a m o n g p e o p l e t o travel beyond the traditional boundaries.The early travelers all belonged to particular segment of the society i.e. either theywere the kings and nobles, the religious messengers, missionaries, traders andsoldiers. The first class of people i.e. the kings and nobles traveled on horseback or carriages and were usually entertained by people of their own class in palaceso r c a s t l e s o r m a n s i o n s a n d w e r e w e l l f e d . M o n a s t e r i e s p r o v i d e d s h e l t e r s t o t h e religious order while the soldiers were lodged in or tents. But the traders had toput themselves up in places like Serai khana or Inns and it is they who helpeddevelop this particular sector because they had no other alternatives.Than with the improvement of roads and transport more and more people startedmoving around and then to provide accommodation and food for this increasingnumber of travelers, many more Sarai khana and Inns were set up along thef r e q u e n t l y t r a v e l e d r o a d s a n d p a t h w a y s . T h u s t h e S a r a i k h a n a a n d I n n keeping began its s t e a d y g r o w t h a n d b e c a m e m o r e p o p u l a r . I n e a r l i e r d a y s husband and wife team normally ran these Sarai khanas or Musafir khanas orInns and they just provided basic necessities of shelter and food. WHAT IS A HOTEL?A hotel is defined as a place where a bonafide traveler can receive food and shelterprovided he is in a position to pay for it and is in fit condition to be received.The lead in hotel keeping was taken by the emerging nations of Europe speciallySwitzerland. It was in Europe that the birth of a n organized hotel industry took place in the shape of chalets and small hotels, which provided a variety of servicesthen the basic necessities and were mainly patronized by the aristocracy as the socalled upper class society.The City hotel in New York was the first building meant solely for use as a hotel,and it was built in the year 1794. And then later hotel began to be built all over thew o r l d . I n t h e y e a r 1 8 2 7 t h e D e l m o n i c o b r o t h e r s w h o w e r e i m m i g r a n t s f r o m Switzerland opened a pastry shop and caf in New York City, and is proved be achange for the better from the eateries of that era, and led to the opening of theirfirst

restaurant a few years later. Thus the art of food service became recognizedas the part of dining experience(N.B. It is believed that in 1650 Mr. Pascal started the first catering establishmentas Caf in Paris. Simultaneously coffee shop in London, Oxford, Cambridge). Thebig boom in the hotel industry came in the 1920s when the concept of chain hotelswas born, under the stewardship of E.M Sattler.A f t e r t h e S e c o n d W o r l d W a r t h e h o t e l i n d u s t r y r e g a i n e d i t s p r o m i n e n c e a n d registered a steady growth. Of late, there has been a phenomenal growth in thehotel industry particularly in those countries, which attract business travelers, andtourists in large numbers from all over the world. In 1950s motel and internationalh o t e l c h a i n a b i g b o o s t t o t h e i n d u s t r y . T h e s e c h a i n s e i t h e r b o u g h t u p s m a l l e r individually owned properties, or their own hotels. Many individual hotel operatorsmerged with these international hotel chains as it increased their ability to copewith the growing competition.T h e e x p a n s i o n o f c i t i e s a l l o v e r t h e w o r l d a n d t h e i r r a p i d g r o w t h l e d t o f u r t h e r development of the travel and hospitality industry. Restaurants of all kinds andh o t e l o f v a r i o u s s i z e s a n d t y p e s m u s h r o o m e d a n d t h e g u e s t b e c a m e u s e d t o a standardized type of service. Based on this standardization the hotel industry feltt h e n e e d f o r t r a i n e d h o t e l i e r s a n d s k i l l e d professional to manage the variousestablishments and provide services set to a p r e d e t e r m i n e d s t a n d a r d . A s t h e demand for skilled professional in all departments of hotels increased the needw a s f e l t f o r s p e c i a l i z e d t r a i n i n g i n s t i t u t i o n s . T o d a y t h e l e v e l o f t r a i n i n g i n t h e catering industry is highly advanced and specializedN.B. Cesar Ritz and Auguste Escoffier popularized dinning in Europe John Naisbitt predicted the advent of ethnic and specialty restaurant withprofessionally trained personnel to satisfy the consumer. TYPES OF CATERING ESTABLISHMENT WHAT IS A CATERING ESTABLISHMENTAn organization providing Food and Beverage is called a catering establishment.Catering establishments are broadly classified into primary catering establishmentand secondary catering establishment.PRIMARY CATERING ESTABLISHMENTHotel, Restaurants and fast food outlets, which are primarily concerned with theprovision of food and beverage as a main source of revenue, are called primarycatering establishment.SECONDARY CATERING ESTABLISHMENTIn this case the provision of food and beverage is a part of another business suchas welfare catering and industrial catering.TYPES OF CATERING ESTABLISHMENT Primary SecondaryHotel Restaurants Outdoors CateringBars& Pubs Popular Fast FoodCatering RestaurantsRestaurantsDepartmental Club Transport Welfare Industrial LeisureStore Catering Catering Catering Catering LinkedCatering Airlines Railways Ship Surface catering HOTELS:

- The main purpose of hotels is to provide accommodation, which may ormay not include the service of food and beverage .A hotel may be a small familyr u n u n i t p r o v i d i n g a l i m i t e d service in one restaurant, or a large luxury hotelproviding service through a n u m b e r o f o u t l e t s s u c h a s t h e c o f f e e s h o p , r o o m service, banquets, specialty restaurant, grill room, and cocktail bars. The service inthese types of hotels is usually personalized and the tariff is very high, as theyg e n e r a l l y c a t e r t o p e r s o n s o f a h i g h s o c i a l s t a n d i n g . Medium class hotels aresimilar to luxury hotels, though there surrounding are l e s s l u x u r i o u s a n d t h e facilities are not of the same standard as those available in the luxury category.

RESTAURANT: - They are of various standards .A specialty or an A g r a d e d restaurants; objective is the provision of food and beverage of a particular region.The food service and prices are often comparable to those similar restaurants inluxury hotels. They offer a wide choice from an elaborate menu and a very highquality of service. BARS & PUBS: - The idea is fairly new in India and borrowed from the concept of public houses in England .The are geared to provide service of all types of alcoholwith an emphasis on draught beer and good music. Foods may also be served froma limited menu. POPULAR CATERING RESTAURANT : - T h e o b j e c t i v e o f p o p u l a r c a t e r i n g restaurant is to provide a quick and economic meal, in a clean and standardizedd i n i n g r o o m a n d i s v e r y p o p u l a r a m o n g u r b a n p o p u l a t i o n o f I n d i a . T h e y a r e o f various styles and categories. Some restaurants serve only vegetarian food whiles o m e s p e c i a l i z e i n t h e f o o d o f a p a r t i c u l a r r e g i o n s u c h a s t h e P u n j a b o r A n d h r a Pradesh etc. FAST FOOD RESTAURANT : - This is basically an American concept .The service of food & beverage is at a faster pace, than an a la cart Restaurant as the menu iscompiled with a special emphasis on the speed of preparation and service, and tom a k e t h i s t y p e o f s e r v i c e f i n a n c i a l l y v i a b l e , a l a r g e t u r n o v e r o f c u s t o m e r s i s necessary .The investments is rather large due to the specialized and expensiveequipment needed and high labour costs involved. OUTDOOR CATERING: - This means catering to a large number of people at avenue of their choice. Hotels, restaurants and catering contractors meet thisg r o w i n g d e m a n d . T h e t y p e s o f f o o d a n d s e t u p d e p e n d s e n t i r e l y o n t h e p r i c e agreed upon outdoor catering includes catering for functions such as marriagesparties and convention. DEPARTMENTAL STORE CATERING: - S o m e d e p a r t m e n t a l s t o r e s a p a r t f r o m carrying on their primary activity of retailing their own wares provide catering asan additional facility. This type of catering evolved when large departmental storesw i s h e d t o p r o v i d e f o o d a n d b e v e r a g e s t o t h e i r c u s t o m e r s a s a p a r t o f t h e r e retailing concept. It is in convenient and time consuming for customer to take ab r e a k f r o m s h o p p i n g a n d h a v e s o m e r e f r e s h m e n t s a t a d i f f e r e n t l o c a t i o n . T h u s arose the need of some sort of a dining facility in the departmental location. Thisstyle of catering is becoming more popular and varied nowadays. CLUB CATERING: - T h i s r e f e r s t o t h e p r o v i s i o n o f f o o d a n d b e v e r a g e t o a restricted clientele. The origin of this service can be trace back to England wherem e m b e r s h i p o f a c l u b w a s c o n s i d e r e d p r e s t i g i o u s . T o d a y , i n I n d i a t h e r e i s a proliferation of clubs to suit different needs. Clubs for people with similar interestssuch as golf clubs and cricket clubs, to name a few, have sprung up. The serviceand food in these clubs tend to be of a fairly good standard and are economicallypriced. NIGHTCLUBS: - a r e u s u a l l y s i t u a t e d i n l a r g e c i t i e s t h a t h a v e a n a f f l u e n t u r b a n population. They offer entertainment with good food and expensive drinks. TRANSPORT CATERING: - T h e p r o v i s i o n o f f o o d a n d b e v e r a g e s t o p a s s e n g e r s , before, during and after a journey on trains, aircraft, ships and in buses or privatevehicles is termed as transport catering.T h e m a j o r f o r m s o f m o d e r n d a y t r a n s p o r t c a t e r i n g a r e a i r l i n e c a t e r i n g , r a i l w a y catering, ship catering and surface catering in coaches or buses, which operate onlong distance routes.

AIRLINES CATERING: - C a t e r i n g t o a i r l i n e p a s s e n g e r o n f l i g h t a s w e l l a s a t restaurants situated at airport is termed as airlines catering and catering top a s s e n g e r s e n r o u t e i s n o r m a l l y c o n t r a c t e d o u t t o a f l i g h t c a t e r i n g u n i t o f a reputed hotel as to a catering contractor.Civil aviation progressed rapidly after 2 nd World War when large number of surplus,D.C.-III, C-47 aircraft were available for disposal. From 1946 private commercialAirlines began with subsequent food requirement. Initially food was provided inboxes pre-packed as the majority of aircraft where without facilities of in-flightcatering services. The international carriers operating through India had no flightk i t c h e n s o t h e y w e r e l a r g e l y d e p e n d a n t o n t h e A i r p o r t R e s t a u r a n t s o r h o t e l s situated in nearby cities to cater to their requirements.It was necessary to improve and to expand the kitchen service inside the airport toprovide passengers with a comfortable service along with the food within the costof the Airline ticket.Several flight kitchens have been established in Delhi, Mumbai and Kolkata to copewith the needs of the International Carriers. Air India floated a subsidiary companywith a view to operate flight kitchen known as CHEF -AIR and also accommodatet r a v e l e r s i n f i v e s t a r c a t e g o r y h o t e l s a t m a j o r a i r p o r t s ( T h e C e n t a u r G r o u p o f Hotels).Now a days several flight kitchens are being established near the major airports of India such as, Taj Sats Airlines Catering, Oberois Flight Kitchen, Ambassador SkyC h e f , S k y G o u r m e t , C h e f A i r w h i c h a r e c a t e r i n g t o t h e v a r i o u s d o m e s t i c a n d International Airlines. RAILWAY CATERING: - Catering to railway passengers both during the journey aswell as during halts at different railway station is called railway catering. Travelingby train for long distances can be very tiring; hence a constant supply of a verity of refreshment choice helps to make the journey less tedious.In the mid 19 th century the railway network began in India with an operation thewas to grow the length and breadth of the vast sub-continent with travel madeeasier, people were transported from one part to another part of country.A t m o s t o f t h e l a r g e r s t a t i o n s o f t h e b i g c i t i e s r e f r e s h m e n t r o o m s w e r e established. The trains would halt to a n a p p r o p r i a t e l e n g t h o f t i m e s o t h a t t h e passengers could have a light and simple meal.T h i r d c l a s s p a s s e n g e r s w e r e u n a b l e t o a f f o r d t h e l u x u r y f o o d e a t i n g i n t h e refreshment room would avail themselves from the numerous v e n d e r s o n t h e station platforms.Railway companies even went to extent of the city hotels attached to the stationsso that the passengers who are changing from one region to another region couldspend the night before and after in relative comfort. The luxury of sleeping carsand restaurant cars were a much later development.The present railway catering service is managed both departmentally and throughthe licensed contractors. Catering facilities are available 2995 stations in India andt h e l i c e n s e d c o n t r a c t o r s c a t e r t h e m o s t n u m b e r s . R e c e n t l y t h e I n d i a T o u r i s m Development Corporation (ITDC) has appointed consultant for the improvement of railway catering. In this new type of service the meals are served in a disposablealuminum foil casseroles. The foods are cooked in base kitchen (in major stations)and kept in hot cases in pantry cars. Indian railway also owns several railway city hotels at Ranchi, Puri, H o w r a h , Tatanagar, Cochi and Tiruvanantapuram. SHIP CATERING: - Voyages by sea were once a very popular mode of traveling,b u t w i t h t h e o n s e t o f a i r travel, sea voyages have declined sharply. However,recently it has again become popular with a large number of people opting forpleasure cruises. C a r g o a n d p a s s e n g e r s h i p s h a v e k i t c h e n s a n d r e s t a u r a n t s o n board .The equality of food, service and facilities offered depends on the class of the ship and the price, and the

passengers are willing to pay.T h e s e a r e c r u i s e s t o s u i t e v e r y p o c k e t . T h e r e a r e c r u i s e s o f t w o t o f i v e d a y s duration which offer budget accommodation comparable to a limited service hotel,while luxury cruises of seven days to three months duration offer luxuries staterooms and various other facilities that are comparable to first class resort. Luxuryc r u i s e s p r e p a r e s t r a v e l e r s w i t h d e l u x e a c c o m m o d a t i o n a n d a t t e n t i v e a n d specialized service at a very high provision.All these ships provide a verity of food and beverage service outlets, to cater tothe individual needs of the passengers. They range from room service and cocktailbars to specialty dining restaurants .The ships to specialty that caters to the cruisesectors today, are virtually floating palaces with every conceivable guest serviceavailable aboard them. This sector has been growing in popularity in recent times,and has become affordable to a large cross section of people. SURFACE CATERING: Catering to passenger traveling by surface such as busesand private vehicles is called surface catering. These catering establishments aren o r m a l l y l o c a t e d a r o u n d a b u s t e r m i n u s o r o n a h i g h w a y . T h e y m a y b e e i t h e r government run restaurants, or privately owned establishments of late there hasb e e n a g r o w i n g p o p u l a r i t y o f P u n j a b i s t y l e c a t t e r i e s c a l l e d D h a b a s o n t h e highways. WELFARE CATERING: - The provision of food and beverage to people to fulfill asocial need, determined by a recognized authority, is known as welfare catering.T h i s g r e w o u t o f t h e w e l f a r e s t a t e c o n c e p t , p r e v a l e n t i n w e s t e r n c o u n t r i e s . I t includes catering in hospitals, schools, colleges, the armed forces and prisons. INDUSTRIAL CATERING: - The provision of food and beverage to people at work,in industries and factories at highly subsidized rates is called industrial catering .Iti s b a s e d o n t h e a s s u m p t i o n t h a t b e t t e r f e d e m p l o y e e s a r e h a p p y a n d m o r e productive.Catering for a large work force may be undertaken by the management itself, ormay be contracted out to professional caters. Depending on the choice of menus u g g e s t e d b y t h e m a n a g e m e n t , c a t e r i n g c o n t r a c t o r s u n d e r t a k e n t o f a c e t h e workforce for a fixed period of time at a predetermined price. LEISURE LINKED CATERING: -This types of catering refer to the provision of foodand beverage to people engaged in leisure. This includes the provision of food andb e v e r a g e i n c l u d e s s t a l l s a n d K i o s k s a t e x h i b i t i o n , t h e m e p a r k s , g a l l e r i e s a n d theaters ATTRIBUTES OF A WAITER ABILITY TO OVERCOME RESISTANCE TO DO MENIAL OR MANUAL WORK: 1.For all the hotels staff menial jobs are part of their normal work. This followsfrom the fact that in this industry, service is of the utmost importance andhence everyone must involve himself in achieving that objective. This wouldmean that right from the general manager to the utility worker everyone isactually serving the guest in one way or the other.2.To ensure a proper attitude to menial tasks, the trainer at times may himself have to do the work that the waiter does, to drive home the fact that at alllevels manual work is done.3 . T h e w a i t e r s h o u l d b e t o l d o f t h e i m p o r t a n c e o f h i s j o b a n d m a d e t o r e a l i z e that the hotel cannot run without the essential service that he provides. WILLINGNESS TO SERVE: 1.The waiter should be briefed about the tip system and show how a g o o d service can fetch greater tips. At this stage emphasize the point that a guestgives lavish tips only when he is pleased with the service and the service canonly be good when the waiter is willing to serve.2 . A w a i t e r i s a r e s p o n s i b l e o f t h e h o t e l a n d h i s r e s t a u r a n t . H e

p r o j e c t s i t s image and is responsible for maintaining its high standards. On his attitudeand action will depend the image of the hotel. CAPACITY TO TAKE ORDERS FROM SENIORS: The waiter should be made to feel that his supervisors have more authority andm a t u r i t y to guide him. He should also be told that without a proper line o f authority, there would be utter chaos. The example of some of his seniors shouldg u i d e h i m a t t h e j o b . H e s h o u l d b e m a d e t o u n d e r s t a n d t h a t h e h a s l o t t o l e a r n from their knowledge, attitude and skill in tackling in their jobs. Moreover, it is hiss e n i o r s w h o w i l l a s s e s s him and mould him and it is they who to a great extentd e t e r m i n e h i s f u t u r e b y r e c o m m e n d i n g h i m f o r a d v a n c e m e n t s i n h i s j o b , promotion, transfer and raise in salary. CHEERFUL ATTITUDE TOWARDS WORK AND PEOPLE: 1.A cheerful attitude is an asset. It is infectious as one cheerful person spreadcheer and goodwill wherever he goes. As a result the work atmosphere ispleasant and free of tension and overwork.2 . A c h e e r f u l a t t i t u d e t o w a r d s c o l l e a g u e s i s a n a d v a n t a g e b e c a u s e a w a i t e r would be able to obtain the maximum co-operation and help from them.3 . J o b s a t i s f a c t i o n c o m e s f r o m w h i c h o n e s e l f a n d d e p e n d s o n o n e s a t t i t u d e towards ones work. If one has a cheerful outlook any kind of work can seemworthwhile and interesting. CORDIAL RELATIONS WHILE INTERACTING WITH ALL: 1.One of the best ways to develop cordial relations and a team s p i r i t i s through group effort. Let the group set the goals. Show how much easier itbecomes to resolve problems when everyone puts their head together. Thephrase united we stand divided we fall should be the motto.2 . T h r o u g h t e a m s p i r i t a n d t e a m w o r k e f f i c i e n c y i s i n c r e a s e d . I n c r e a s e i n efficiency implies higher sales turnover, which implies m o r e e a r n i n g f o r everyone.3.By maintaining cordial relations, one not only benefits financially but alsopersonally. A good friendship is also an asset and is of great help duringtimes of trouble.4 . C o r d i a l r e l a t i o n s w i t h g u e s t s a r e a l s o v e r y i m p o r t a n t . A g u e s t w h o i s pleased with the friendly atmosphere of a r e s t a u r a n t i s b o u n d t o v i s i t i t again and again. However, friendliness does not mean over familiarity. PRIDE IN WORK: A waiter should realize that the work he is doing is not an ordinary kind of work. Itis an art, which not everyone can do. It is an art, which has developed from timesunmemorable and is still being developed. TACT AND INITIATIVE: 1.Role-playing sessions on the basis of log book case lets help in developing awaiters and initiative.2.Also former case studies can be undertaken to inculcate tact and initiative.3 . I n t e r e s t i n g a n d a m u s i n g a n e c d o t e s f r o m p e r s o n a l e x p e r i e n c e o r f r o m t h e experience of others are good illustrations. AS REPRESENTATIVE OF THE ORGANIZATION: 1.A waiter is like a salesman for his department and he projects the image of h i s r e s t a u r a n t . T h u s , a s a r e p r e s e n t a t i v e o f t h e o r g a n i z a t i o n h e m u s t endeavor to maintain high standards.2 . A n y n e g l i g e n c e o n h i s p a r t w o u l d a t o n c e r e f l e c t o n t h e s t a t u s o f t h e organization and its high standards.3.He must act and behave in a manner befitting the type of setup he is workingin.4.Good actions and behavior are always noted and go a long way in improvinga waiters prospects and status. HONESTY:

1.Honesty is always the best policy. The reward for being honest can vary fromcash and publicity in hotel magazines to appreciation letters from the public.I t c a n a l s o g e t t h e w a i t e r a p p r e c i a t i o n a n d r e c o m m e n d a t i o n , w h i c h c o u l d help the waiters prospect in the profession.2 . E x a m p l e s o f a c t u a l i n c i d e n t s w h e r e h o n e s t y h a s p a i d d i v i d e n d s s h o u l d b e quoted.3 . T h e w a i t e r m u s t b e t o l d e x a c t l y i s r e g a r d e d a s dishonesty e.g. stealingc u t l e r i e s , e a t i n g g u e s t f o o d , o v e r c h a r g i n g a g u e s t a r e a l l f o r m s o f dishonesty. COURTESY: 1.It is the hallmark of a good waiter to be courteous on all occasions n o t towards guest but also towards his colleagues and other people working inthe same unit.2 . C o u r t e s y s h o u l d b e i n h e r e n t i n h i s n a t u r e a n d a s i g n o f h i s d e s i r e t o p l e a s e those with whom he comes in contact. His manner should not be just part of the technique of his restaurant.3.The advantage and necessity of being courteous should be emphasized as itnot only smoothens operations but also ensure better ties. EXAMPLES OF COURTESY ARE GIVEN BELOW. 1.After the waiter has served breakfast and a guest is leaving, he should s a y Thank you have a pleasant day. It should be said with utmost sincerity. 2. When approaching a guest use the word assist e.g. May I assist you ormay I be of assistance. 3. When the guests are leaving after lunch or dinner or even if they have juststopped for a cup of coffee or a drink, say thank you. I hope everything wasall right. Do come again or its been a pleasure serving you. Please comeagain soon.4 . A l w a y s p r e s e n t t h e B i l l w i t h o u t d e l a y k e e p s i t a t t h e s i d e s t a t i o n w h e n t h e guests are nearing the end of their meal.5.While taking an order the waiter should approach the guest from the left andp l a c e t h e m e n u i n f r o n t of him and in quire, May I have your order, sir/madam? wait patiently f a c i n g t h e g u e s t u n t i l a f t e r a n y n e c e s s a r y a d v i c e asked has been given, and the order is complete. Give the guest enough timeto decide what he wants and do not rush him. 6. Guests should never get the feeling that they are being hustled. It is reallyproper to let them finish their drink before asking for their food order. In theevening this holds true. At noon a lot of people are on a tight schedule so thelunchtime menu should be presented as soon as the guest is seated. Beforetaking the food order the waiter should ask whether they would like a drink, m a y w e b r i n g y o u a d r i n k b e f o r e l u n c h ? I f t h e a n s w e r i s N o h e s h o u l d take the food order and serve it as soon as it is ready. If the answer is yesthe drink order should be served. When the drink is placed on the table thewaiter should ask, Would you like to order now or shall I come back later?If the answer is Later the waiter should not forget to come back while theguest is finishing his drink. If the guest orders right away, the food should bebrought as soon as it is ready to serve, even if the guest has not finished hisdrink.7.If a guest says his food or drink isnt right, the waiter should not tell him so,even if he is sure that the guest is wrong. The waiter should tell him I amsorry. Please let me bring you another or may I bring you something else? T h e w a i t e r s h o u l d t a k e t h e o r d e r b a c k t o t h e k i t c h e n a n d t e l l t h e c h e f t o replace it. If he has any trouble he should tell the manager.8 . I n c a s e t h e r e a r e r e s t a u r a n t s h a v i n g b a r counters or bars in the immediaten e i g h b o r h o o d o f t h e r e s t a u r a n t , g u e s t s w h o c a n n o t b e s e a t e d i n t h e restaurant should be asked if they wish to wait in the bar until a table isavailable. If possible the supervisors s h o u l d a c c o m p a n y t h e g u e s t t o t h e other facility to make that will be taken care of properly.9 . I n c a s e a w a i t e r i s b u s y a n d c a n n o t a t t e n d t o a g u e s t a t o n c e , h e s h o u l d inform him that he would attend to him immediately or in a moment.1 0 . I f t h e waiter knows the guests name it is advisable to address

h i m b y his name as this shows that the guest is getting personalized service.1 1 . I f a g u e s t may become impatient if he cannot catch the waiters eye. A waiter should never ignore guests or just pass them by, because they are noton his station. He should stop and acknowledge the call by saying politely, Iwill send your station waiter, sir.1 2 . W h e n t w o t a b l e s a r e o c c u p i e d a p p r o xi m a t e l y a t t h e s a m e t i m e , t h e waiter must take the order of the party, first.1 3 . E a c h g u e s t e n t e r i n g t h e r e s t a u r a n t m u s t b e r e c e i v e d a t t h e d o o r b y t h e hostess or the supervisor in a cordial and pleasant manner and be conductedt o a s e a t . C h a i r s s h o u l d b e h e l d f o r t h e c o n v e n i e n c e o f l a d y g u e s t s a n d gentleman is possible.1 4 . G u e s t m u s t b e a s k e d p r i o r t o s e a t i n g w h e t h e r t h e t a b l e , w hi c h t h e y have been allotted, is agreeable to them. NEGATIVE ATTITUDES: Given below are certain attitudes, which a waiter must be warned a g a i n s t adapting. 1. Forgetting to say thank you or failing to acknowledge tipping.2.Craving for tips, counting tips or jingling coins in pockets.3 . B a d t e m p e r o r i n d i f f e r e n c e . 4.Talking too much to guests while they are conversing with each other.5.Ignoring guests by talking amongst them.6.Hurrying guests to get their stations cleaned so that they can leave early.7 . U s i n g a b a d f o r m o f s p e e c h . 8 . A d d i n g u p b i l l s w r o n g l y . 9.Using bad form of service e.g. spilling food10. Eating during the service11. Putting the service cloth in the trouser pockets12. Compiling menus by keeping them in their shirt front.13. Carrying pens or pencils behind their ears or their hairs.14. Having bad breath, body odor, toe jam, dirty or untidy hair, dirty hands ornails.15. Chewing gum.16. Wearing greasy or spotted or other wise dirty clothes. Sneezing or coughingCarelessly.17. Wearing high heel shoes or Un polished shoes1 8 . Q u a r r e l l i n g o r being noisy and shirking responsibility.1 9 . I n d u l g i n g i n p r e f e r e n t i a l t r e a t m e n t . INTER DEPARTMENTAL CO-ORDINATION AND COMMUNICATION Co-ordination and communication: communication is the means by which problemsare diagnosed and decisions are diffused both with the organization and externalto it or is a result of a process of delegations of specific responsibilities and thedevelopment of individual objectives