1. FOOD & BEVERAGE SERVICE
(DTH2025)
Owned by:-
Aylin Kamaruddin
JPH/PMM
CHAPTER ONE

2. History of Restaurants in
Europe
◦ People ate together in large groups 12,000
years ago.
◦ Food was sold in public market places 7,000
years ago.
◦ Greek and Roman banquets occurred 2,500
years ago.
◦ By the 1500’s, quantity food was produced
primarily in religious institutions, and wealthy
persons employed chefs.
◦ Before the 1600’s, persons living along trade
routes were the first hospitality
entrepreneurs as they opened their houses to
travelers.
◦ Separate eating places began in Europe in the
mid-1700’s.
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3. History of Restaurants in
United States
◦ Taverns and inns became popular in
cities during the1800’s
◦ Most luxurious dining was offered by
large hotels.
◦ By the late 1800’s, public eating
places were almost every where and
offered a wide variety of food items.
◦ One of the first restaurant chains
was that of Fred Harvey (Kansas)
in the mid-1870’s.
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4. History of Restaurants in United
States
(continued)
◦ By 1920, numerous eating places were
located near major highways.
◦ In the 1940’s, frozen foods became
popular.
◦ McDonald’s restaurant chain began in the
1950’s.
◦ In the 1970’s, wines increased in
popularity.
◦ The “modern” restaurant era began in the
early 1980’s as Americans began to eat
out more frequently.
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5. Components of the Travel/Tourism Industry
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Travel/Tourism
Industry
Hospitality
Accommodations
(Lodging)
Other Hospitality
Operations
Foodservices
Transportation
Services
Destination
Alternatives
Activities* Retail
Shops**

6. Close Look at the Hospitality Industry
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7. Types of Restaurants
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Restaurants
Upscale
(High-Chec
k Average)
Casual
Service
(Mid-Scal
e)
Family
Service Quick-Servic
e

8. Dining Room Organization: Upscale Restaurant
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Maitre d’ Hotel
Sommelier2 Chef du Trancheur3
Chef du Rang4
Captain1
Commis
du Rang
Chef du Rang4 Chef du Rang4 Chef du Rang4
Commis
du Rang
Commis
du Rang
Commis
du Rang
1The Captain is section (area) supervisor of approximately four guest tables.
2The Sommelier is the wine steward.
3The Chef du Trancheur serves desserts (often from a dessert cart) and other after
-dinner items.
4The Chef du Rang is the lead table server; Commis du Rang is his/her assistant.

9. Job Specification
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Restaurant Manager
Overall responsible for the org. & admin, set standard
for service, responsible for any staff training, prepare
duty rosters.
Asst. Restaurant Manager
Assist RM in carrying out task and responsibility,
make out duty rosters.
Headwaiter/Maitre D’hotel/Supervisor
Overall charge, responsible for seeing all duties, aid
the reception, relieve the restaurant mgr on their day
off.
Station Headwaiter/Section Supervisor/Captain
Overall responsible for a team/staff serving a set of
tables, have knowledge of food & wine, able to
instruct other staff, carry out all the service.
Station Waiter/Chef De Rang
Carry out the same work as the station head waiter,
less experience chef de rang and station head waiter
must work as a team.

10. Job Specification
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Asst. Station Waiter/Demi Chef De Rang
Relieve station head waiter on their day off.
Waiter/Waitress
Acts by instruction from the chef de rang, mainly fetches
and carries, help to clear tables after each course, carried
out some of the cleaning & preparatory tasks during the
pre-preparation period.
Apprentice/Commis Debarrasseur
Known as a learner, keep the sideboard well filled with e
quipment, help to fetch and carry items, carry out certain o
f the cleaning tasks.
Carver/Trancheur
Responsible of the carving trolley & carving of joints at the
table, will plate up each portion with an appropriate a
ccompaniment.

11. Wine Butler/Wine Waiter/Sommelier
Responsible of the service of all alcoholic drinks during th
e service meals, sales person, have knowledge of all drin
ks to be served.
Cocktail Bar Staff
Well versed in skills of shaking & stirring cocktails & shoul
d have knowledge of all alcoholic & non-alcoholic drinks,
responsible in making cocktails.
Busboy/Busgirl
Assist the servers during busy/peak periods, responsible
to do the clearing after service, positions may be assume
d by the same person.
Job Specification
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12. Organization of Large Mid-Scale Restaurant
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General Manager Bookkeeper
Chef
(Head Cook)
Cooks
Stewards
Dining Room
Manager
Receptionist
Servers
Buspersons
Beverage
Manager
Bartenders
Lounge Serve
rs

13. Organization Chart for a Single-Unit
Quick-Service Restaurant
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Shift Leader
Production
Shift Leader
Drive-Through
Shift Leader
Counter Service
Line Employees Line Employees Line Employees
Shift Leader
Production
Shift Leader
Drive-Through
Shift Leader
Counter Service
Line Employees
Franchisor's Field
RepresentativeOwner/Unit Manager
Unit Assistant
Manager
Franchisor's Field
Representative
Owner/Unit
Manager
Unit Assistant
Manager

14. Range of Guest Expectations About Foodservices
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A B C D
Food Is
the
“Product”
Service Complements
the Food
Service Is
Anticipatory
and
“Invisible”
Service Is
the “Product”
Food Is
the
Priority
Food and Service Are
Priorities
Service Is a
Priority

15. Guest’s Expectation
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Physiological
Economical
Social
Psychological
Convenience

16. Characteristics of Effective Food and Beverage
Servers
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Effective food and beverage servers:
 Arrive at work on time in appropriate uniform (unless th
ey change into their uniform at work)
 Practice proper personal hygiene
 Understand their basic duties and responsibilities and w
ork together as an integral part of the restaurant's team
 Can perform all required work tasks to the necessary lev
el of quality and quantity outputs
 Have extensive product knowledge about all menu items
available
 Have a genuine desire to please the guests and are court
eous and friendly
 Consider their work to be more than “just a job”
 Create effective working relationships with the restauran
t manager and all employees

17. Servers Who Practice the Philosophy
of Guest Service
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 Think and act as if they are the “host” of the g
uests being served.
 Remember/use the names of guest “regulars”
whom they serve.
 Make efforts to assure that each guest has a
memorable dining experience.
 Anticipate and respond to the needs of their gu
ests.
 Are proud of their appearance and personal
grooming practices.
 Help other members of their restaurant team w
henever possible.

18. Example of Table Setting in Upscale Restaurant
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Fish
Entrée
Salad Salad
Entrée
Fish
Sorbet Soup
Dessert
Water
White wine
Red wine
Dessert wine
Water
White wine
Red wine
Dessert wine
Bread & Butter
Base Plate

19. GUEST SERVICE SKILLS
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Reliable
Cooperative
Personable
Healthy
Clean & Neat
Knowledgeabl
e
Persuasive
Attentive
 Prompt recognition
 Smile
 Eye Contact
 Body Posture
 Call guest by their
name
 Communication
Skill
 Voice Level
 Concern

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