Introduction...3
Chapter 1. Theoretical foundations of organizing guest service at hotel business enterprises.7
1.1. The concept and essence of guest service in the hotel business.7
1.2. History of development and foreign experience in organizing guest services at hotel business enterprises..20
1.3. Principles of effective guest service and approaches to assessing the effectiveness of the quality of guest service in hotel business enterprises25
Chapter 2. Analysis of the organization of guest service at hotel business enterprises at the Amaks Safar-Hotel32
2.1. Organizational and economic characteristics of the company Amaks Safar-hotel32
2.2. Analysis of the existing system for organizing guest services at the Amaks Safar-hotel39
2.3. Analysis of shortcomings and justification of the need to improve the guest service system at the Amaks Safar-hotel..49
Chapter 3. Directions for improving the guest service system at the Amaks Safar-Hotel...55
3.1. Improving the quality of services offered by the hotel55
3.2. Improving personnel policy..60
3.3. Justification of the effectiveness of project proposals.69
Conclusion.80
List of used literature...83
Applications...88

I. Regulatory acts
.
1. Civil Code of the Russian Federation. Parts I and II. M: Jurit. published, 1996.
2. Law of the Russian Federation No. 2116-1 “On corporate income tax” dated December 27, 1991
3. Law of the Russian Federation No. 3317-1 “On personal income tax” dated July 16, 1992.
4. Civil Code of the Russian Federation (Civil Code of the Russian Federation). Part II. (adopted by the State Duma on December 22, 1995, put into effect on March 1, 1996)
5. Federal Law “On the Protection of Consumer Rights” of February 7, 1992 No. 2300-I (as amended on November 26, 2004);
6. Federal Law “On the Fundamentals of Tourism Activities in the Russian Federation” (No. 132-FZ of November 24, 1996)
7. Decree of the Government of the Russian Federation No. 490 “On approval of the rules for the provision of hotel services in the Russian Federation” dated April 25, 1997
8. GOST RF 51185-98 “Tourist services. Accommodation facilities. General requirements" dated 01/01/1999
9. GOST R 50681-94 “Tourist and excursion services. Design of tourist services"
10. Law on the protection of consumer rights of the Civil Code of the Russian Federation. Date of introduction: 08/01/1997.
11. Tourist services. Accommodation facilities. General requirements. GOST R 51185-98. Date of introduction: 01/01/1999
12. Tourist and excursion services. Hotel classification. GOST R 50645-94. Date of introduction: 07/01/1994
13. Decree of the Moscow Government of August 8, 2000 N 602 “On the main provisions of the Tourism Development Program in Moscow for the period until 2010.”

II.Special literature

14. Bondarenko G.A. Hotel and restaurant management: Educational and practical guide. Mn.: BSEU, 1999. – 452 pp.
15. Brymer R.A. Fundamentals of management in the hospitality industry / Transl. from English - M.: Aspect-Press, 1995. – 254 S.
16. Ismaev D.K. Marketing and quality management of hotel services: Textbook. M., 2000 – 317 S.
17. Organization and technology of hotel services: A textbook for elementary professionals. Education/Ed. A.Yu. Lapina. M.: Prof. Arr. Publishing house, 2001. – 68 pp.
18. Organization and management of the hotel business: Textbook / Ed. A.L. Lesnika, I.P. Matsitsky, A.V. Chernysheva. T. 1. M, 2000 – 85 p.
19. Organization of hotel business management: Textbook/Ed. A.L. Leshko, A.V. Chernysheva, M., 2001. – 187 P.
20. Organization of consumer services at public catering enterprises / I.N. Fure, G.A. Dudka and others. Mn.: Belarusian Culinary Association, 1998. – 265 pp.
20. Papiryan G.A. Management in the hospitality industry (hotels and restaurants). M., 2000. – 314 S.
21. Filippovsky E.E., Shmarova L.V. Economics and organization of hotel management. M., 2003. – 411 C.
22. Arintsev Yu.N. Solve the problems of private hotels quickly // Parade of Hotels. - 2003. -№2 - pp. 67-69
23. Barabanshchikova E. Ghost Hotel. // Arguments and facts. 2000. No. 25. – P. 6.
24. Bogatkin V. Protocol in hotels // Parade of Hotels. – 2004. -№6. – pp. 77-78
25. Borodina V.V. Restaurant and hotel business: accounting, taxes, marketing, management. – M.: Book World, 2002 – 223 pp.
26. Vorobyov A.M. Specifics of the hotel business. M.: Infra-M, 2008 – 365 pp.
27. Garipova P.P. Economics of the hotel business. M.: Infra-M, 2007 – 345 pp.
28. Gorenburgov M.A., Medvedev A.L. Business planning in the hotel and restaurant business: Textbook. – St. Petersburg: D.A.R.K., 2008 – 154 P.
29. Dzhabrailov Kh. Management of the continuous development of a hotel as a necessary factor of its economic // Parade of Hotels. -2003. -№1 – pp. 66- 68
30. Zheltykh K.E. Features of organizing services in the hotel business. M.: Infra-M, 2005 – 254 pp.
31. Zelenova P.R. The service system is an important component of success. M.: Infra-M, 2005 – 212 pp.
32. Zyabova P.R. Management in a Russian hotel. M.: Infra-M, 2005 – 199 pp.
33. Ignatiev K.E. Tourism management today. M.: Infra-M, 2006 – 154 pp.
34. Kabushkin N.I., Bondarenko G.A. Management of hotels and restaurants: textbook. manual – Minsk: LLC “New Knowledge”, 2000. – 180 pp.
35. Kotler F. Management. M.: Infra-M, 2001 – 321 pp.
36. Lamshin G. Does Russia have its own national hotel chains? // Parade of Hotels. - 2005. - No. 1. – pp. 54-57
37. Lesnik A.L., Smirnova M.N. Prospects for the Russian hotel industry: Moscow is at the forefront of a breakthrough. // Five Stars. 2000. No. 2. – P. 21 – 23.
38. Lesnik A.L., Smirnova M.N. Methodology for conducting marketing research in the hotel business. M.: SAS PLUS LLC, 2008.– 126 pp.
39. Malenenova P.R. Review of Russian hotels: advantages and disadvantages // Parade of Hotels, No. 12, 2007, pp. 45-46
40. Medlik S. Hotel business: A textbook for university students promising service specialties (230000) / S. Medlik, H. Ingram (translated from English by A.V. Pavlov). – M.: UNITY-DANA, 2005 – 478 P. – (Series “Foreign Textbook”).
41. Mikhailov A. Hotel For you - this is the highest class. // TVNZ. 2002. No. 138. – P. 14.
42. Nesteruk M.M. Quality and competition in the hotel business // Parade of Hotels. - 2003. - No. 4. - P. 54
43. Nesteruk M. On the quality of hotel services // Parade of Hotels. – 2003. -№1. – pp. 32-35
44. Novgorodova E. Own hotel // Parade of Hotels. 2007. - No. 1.
45. Ochapovskaya M.V. Foreign customer service experience or the customer is always right. // Parade of Hotels, No. 12, 2006 – pp. 47 – 48
46. Putrik Yu. S., Netrebko A. V., Leonov V. A. Problems of interaction between Russian hotels in a transition economy // Parade of Hotels. -2004. -№5 – P. 77
47. Saak A.E., Yakimenko M.V. Management in the hospitality industry (hotels and restaurants): Textbook. – St. Petersburg: Peter, 2007 – 321 p.
48. Skobkin S.S. On the way to quality // Parade of Hotels. -2008. -No. 4. – P. 66
49. Yakovlev G.A. Economics of hotel management: Textbook. – M.: RLD Publishing House, 2006. – 156 pp.
50. Yankevich V., N. Bezrukova. Can Russian hotels compete with international ones? //Tourism No. 7, 2008. – P. 22 – 25.
51. Daily electronic newspaper for tourism industry professionals //www.ratanews.ru

The goal of rational organization of consumer services at public catering establishments is to provide a range of various services in accordance with GOST R 50764-95.

The main tasks of organizing trade activities of public catering enterprises are to improve the forms and methods of serving consumers and improving the culture of service.

The main regulatory document regulating in accordance with the Federal Law “On the Protection of Consumer Rights” of January 9, 1996. No. 2-FZ, the relationship between consumers and a restaurant or any other public catering organization is the Rules for the provision of public catering services, approved by the Decree of the Government of the Russian Federation of August 15, 1997. No. 1036 with amendments and additions approved by the Decree of the Government of the Russian Federation of May 21, 2001. No. 389.

According to these Rules, public catering services are provided in restaurants, cafes, bars, canteens, snack bars and other public catering establishments, the types of which, and for restaurants and bars also classes (luxury, highest, first) are determined by the contractor in accordance with GOST R 50762- 95.

Service Provider - a public catering enterprise or entrepreneur performing work on the production, sale and organization of consumption of culinary products.

The rules necessarily establish the operating hours (hours) of any public catering establishment.

At a state (municipal) enterprise, the operating hours are established by the relevant executive authority or local government body. The operating mode of an enterprise of a different organizational and legal form (joint stock company, limited liability company or private) is determined by it independently. In the event of a temporary suspension of the work of a public catering establishment (carrying out planned sanitary days, repairs, etc.), consumers must be promptly informed of the date and duration of the suspension of work.

If the activities of a public catering establishment (provider of services) are subject to licensing in accordance with the legislation of the Russian Federation, then information about the number, validity period of the license, as well as the authority that issued it, must be posted in a place convenient for review.

The performer has the right to independently establish rules of behavior for the consumer: for example, introduce a smoking restriction, a separate entrance fee, or prohibit wearing outerwear.

The Contractor independently determines the list of services it provides, the assortment list of manufactured products that meets the mandatory requirements of regulatory documents.

Consumer rights. The consumer is provided with the following information: prices and terms of payment for services; brand name of the offered products of own production, indicating the methods of preparing dishes and the main ingredients included in them; information about the mass (volume) of a serving of the finished dish; the capacity of the bottle of the proposed alcoholic drink and the volume of its servings; links to regulatory documents whose requirements must be met by public catering products and services provided; information about service certification.

The consumer has the right to obtain additional information about the basic consumer properties and quality of the products offered, as well as about the conditions for preparing dishes, if this information is not a trade secret.

Information about the contractor and the services he provides is brought to the attention of consumers at the place where services are provided in Russian, and additionally, at the discretion of the directorate, in the languages of the peoples of the Russian Federation or the peoples of other countries.

To confirm the fact of certification of services, the contractor must provide the original or a copy of the certificate certified by the holder of the original certificate, a notary or the service certification body that issued the certificate.

Procedure for provision of services. The conditions for the provision of the service, including its price, are the same for all consumers, with the exception of cases where federal law and other legal acts of the Russian Federation allow the provision of benefits for certain categories of consumers.

In addition, the contractor is obliged to provide services not selectively, but to any consumer who contacts him with the intention of ordering a service, on the terms agreed upon by the parties.

The consumer has the right to make a preliminary order, which must be completed by drawing up a document (order, receipt, etc.) containing the necessary information (name of the performer, last name, first name and patronymic of the consumer, type and price of service, terms of payment, date of reception and execution of the order, signature of the person who accepted the order, and other information). An order can also be placed via telephone, email or other communication. One copy of the document confirming the conclusion of the service agreement is issued to the consumer.

Typically, in restaurants, consumers pay bills before leaving the hall or after serving cold dishes and snacks, but the contractor has the right to offer the consumer advance payment for services, payment for services after selecting dishes, or other forms of payment, as well as cash or non-cash payment for services provided, depending on method of service, type, specialization of the catering establishment and other conditions. When making payments for services provided, the consumer is given a document confirming their payment (cash receipt, invoice, etc.).

When served by waiters, payment for products sold is made according to the issued invoice. The consumer has the right at any time to request a menu and check the bill against it, as well as check the volume (weight) of catering products offered. At the same time, the responsibilities of the contractor include constant monitoring of the quality and safety of the services provided.

Along with the provision of catering services, the contractor can offer the consumer additional services that are of a paid nature: flowers, souvenirs, photos, etc. But these separately provided services should not be imposed on the consumer.

If the terms of execution of a preliminary order for the provision of a service are violated or deficiencies are discovered in the service provided, the consumer has the right, at his choice:

assign a new period to the service provider, during which the provider must begin providing the service and (or) complete the provision of the service;

demand a reduction in the price for the service provided;

demand the free elimination of defects within a reasonable time specified by the consumer, or the production of similar products of appropriate quality, or their replacement with other products;

refuse the service.

The consumer also has the right to demand full compensation for losses caused to him in connection with violation of the start and (or) completion dates for the provision of the service. Losses are compensated within the time limits established by the legislation of the Russian Federation.

The consumer's demands are not subject to satisfaction if the contractor proves that the violation of the terms of service provision occurred due to force majeure or the fault of the consumer.

The consumer has the right to refuse the service he has ordered at any time, subject to payment to the contractor for the actual expenses incurred.

The sale of service bar products (alcoholic beverages, purchased confectionery and tobacco products), as well as other types of food and non-food products, is carried out in accordance with the rules for the sale of certain types of goods.

For example, the rules for retail trade in alcoholic beverages on the territory of the Russian Federation, approved by resolution of the Government of the Russian Federation, establish the following requirements:

retail trade in alcoholic beverages must be carried out with a license;

Alcoholic products that meet the quality requirements of mandatory standards, technical specifications, and safety requirements are subject to sale. The seller of these products, including imported ones, must have a waybill certified by the signature and seal of the manufacturer or supplier and containing information about the availability of a certificate of conformity for each product name, indicating the account and registration numbers, their validity periods and the body that issued the certificate ( this information must be provided to the consumer upon his request);

products are marked with a conformity mark in the manner established by the certification rules for groups of homogeneous products. Alcoholic products sold on the territory of the Russian Federation, including imported ones, must contain information in Russian about certification, the manufacturer's code or address, mark of conformity, state standards or other regulatory documents, the mandatory requirements of which these products must comply with; about packaging, composition and expiration date. For imported alcoholic products, the seller, at the consumer’s request, is obliged to provide a copy of the certificate for the cargo customs declaration with the seal of the seller and the seal of the previous owner of the goods.

Retail trade in alcoholic beverages is not permitted:

received from a manufacturer or wholesaler who does not have the appropriate license for the production and distribution of these products;

in the absence of information about mandatory certification and not marked with a sign of conformity;

expired;

without clear markings to identify the manufacturer;

without a copy of the certificate for the cargo customs declaration (for imported products);

rejected in terms of quality and safety;

in bottles without labels, dirty (inside and outside), with signs of damage (chipped neck, cracks), with damaged closures, with general cloudiness, foreign inclusions, sediment (except for collection wines);

in the absence of excise duty stamps and special stamps on imported products, except for beer, applied in accordance with the established procedure;

persons under the age of 18;

in children's, educational, religious and medical institutions and in the areas adjacent to them.

A consumer who has been sold alcoholic beverages of inadequate quality has the right to demand the replacement of such goods with goods of adequate quality or a commensurate reduction in price. The consumer also has the right to refuse to fulfill the retail purchase and sale agreement and demand a refund of the amount of money paid for the goods.

At the consumer's request, he is provided with a book of reviews and suggestions.

For failure to fulfill or improper fulfillment of obligations when providing services, the contractor is liable in accordance with civil law and legislation on the protection of consumer rights.

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Yakut Trade and Economic College of Consumer Cooperation

Department of Commodity Science and Technology

Final qualifying work

“Improving the organization of service in the banquet hall”

YATEK PC student

Alekseeva Alisa Dmitrievna

Specialty 100114: Organization of services in public catering

Supervisor:

Grigorieva Sardana Vyacheslavovna

Yakutsk 2014

Introduction

Chapter 1. Theoretical aspects of organizing service in a banquet hall

1.1 Characteristics of types of banquet

1.2 Process and preparation of banquet service

1.3 Serving sequence

1.4 Current trends in banquet services

Chapter 2. Organization of service in the banquet hall for a banquet with partial service for 50 persons on the occasion of the Anniversary in the banquet hall "STATUS"

2.1 Organizational characteristics of the enterprise “STATUS”

2.2 Drawing up a banquet menu. Making an order menu

Conclusion

Introduction

The topic of the thesis is Improving the organization of service in the banquet hall: a partially-serviced banquet for 50 people on the occasion of the “Anniversary”. In my thesis I will describe how such a banquet can be organized and held.

The relevance of the chosen topic is obvious. Birthday is one of the most significant holidays in the life of every person, which is why people strive to celebrate it in a way that will be remembered for a long time, and this continues from year to year. But the absolute decoration of any holiday in Rus' was a table that was bursting with various snacks and dishes. Everyone wants to surprise their guests with a variety of snacks, dishes, drinks, and at the same time turn the event into a kind of celebration, creating a festive atmosphere. Many resort to the services of public catering establishments, which currently carry out both functions directly related to catering and functions related to the organization of leisure.

The purpose of the thesis is to design the procedure for preparing and servicing the Jubilee banquet.

To achieve this goal, it is necessary to solve the following tasks:

1. Develop a menu and wine list for the Jubilee banquet.

2. Organize preparations for the banquet: draw up an order-invoice, a request for dishes and cutlery for the banquet, a calculation-request for table linen, a calculation-request for production, a calculation-request for service bar products.

3. Serve the festive table.

4. Determine the sequence of actions during maintenance.

The enterprise is the venue for the Jubilee banquet, the banquet hall "STATUS".

Public catering is a branch of the national economy, the basis of which is formed by enterprises characterized by the unity of forms of organization of production and customer service and differing in types and specialization.

The development of public catering provides significant savings in social labor due to more rational use of equipment, raw materials, materials; provides workers and employees with hot food during the working day, which increases their efficiency and maintains health; makes it possible to organize a balanced, balanced diet in children's and educational institutions.

Public catering was one of the first sectors of the national economy to embark on the path of transformation, taking the burden of the most acute problems of the transition period into market relations. The privatization of enterprises took place at a rapid pace, and the organizational and legal form of public catering enterprises changed. A large number of private small enterprises have appeared. In 1995 The Russian Federation Law “On State Support of Small Businesses in the Russian Federation” was issued. This law is one of the fundamental ones for the period when the course sharply changes from a 100% state monopoly in the economy to market relations. It determines which of them can count on state support. Therefore, specialized enterprises that began to disappear in the first years of privatization are now gaining momentum in their development (kebab shops, dumpling shops, pizzerias, bistros, etc.). Many public catering enterprises are commercial, but at the same time social catering is also developing: canteens at industrial enterprises , student and school canteens. There are food factories and companies that take on the task of organizing social catering.

Catering enterprises perform three interrelated functions:

Production of culinary products;

Sales of culinary products;

Organization of its consumption.

The catering system, originally created to meet the needs of consumers, reflects the degree of economic development of a country. In turn, the degree of economic development is reflected in the income of the population and in its desire to spend some of it on the services offered, including the services of public catering establishments.

The most important area of the restaurant business from the point of view of attracting customers and ensuring the profitability of the restaurant is the organization of service. Restaurants, cafes and bars offer various types and forms of service:

The restaurant product is much broader than just the food on the plate. This should include a welcoming atmosphere, cleanliness, and a sense of competence and care from the service staff. A restaurant should be more than a supermarket of prepared foods.

The topic of the presented coursework is relevant:

Firstly, since this celebration is one of the most significant in a person’s life, and should be celebrated on a grand scale.

It is very difficult to organize such a holiday at home. The services of a modern restaurant can satisfy even the most capricious customer. This includes service, cooking, decorating the hall and organizing leisure time.

Secondly, recently combined options for banquet service are increasingly being used: a banquet-reception at a table with full service by waiters and a banquet-reception at a table with partial service by waiters.

The purpose of the work is to study the specifics of preparing, organizing, and holding a banquet with partial service, to summarize the current experience of leading specialists in the field of restaurant business and to propose a new approach to organizing banquet service.

Job objectives:

Consider the types of banquets;

Show service features;

Offer modern technology for holding a banquet with partial customer service.

To work on this topic, scientific works and modern developments of Russian and foreign specialists in the field of restaurant business were studied. The experience of modern restaurateurs in Russia and neighboring countries has been studied.

When undergoing practical training as a waiter, I needed to complete the tasks set in the program of economic and management practice, study in detail the activities of the organization, conduct an analysis, and also draw my own conclusions on its activities.

During the internship, the following questions had to be studied:

General characteristics of the enterprise;

Organizational structure of the enterprise;

Operational production planning;

Work of production and maintenance personnel and job responsibilities;

Supply organization and contractual relations with suppliers;

Conflicts in the enterprise and their resolution.

I completed an internship as a waiter in the banquet hall "STATUS". He specializes in organizing and conducting buffet and banquet events. This could be ordering a banquet for a wedding, birthday, graduation or corporate event.

Below we will consider questions about studying the work of the banquet hall “STATUS” by main types of activity.

Chapter1. Ttheoretical aspects of organizing service in a banquet hall

1.1 Characteristics of types of banquet

organization service banquet hall

Banquet - the word banquet is of French origin and means a formal breakfast, lunch or dinner party held in honor of a person, event or celebration. Banquets can be official (receptions) and informal (family celebrations, friendly meetings, etc.).

Depending on the form of service, banquets-receptions can be divided into several types: banquet-reception at a table with full service by waiters; banquet at the table with partial waiter service; banquet-buffet, banquet-cocktail-buffet, banquet-tea, banquet-coffee.

The organization of any banquet includes receiving and placing orders, preparing the banquet for service and serving. Orders for servicing weddings, anniversaries and other celebrations are accepted by the manager, head waiter or administrator. When placing an order, the customer agrees on the date of the celebration, the number of participants, the type of service, the reason for the banquet, the venue (name or number of the hall), the start and end time of the service, a sample menu and the preliminary cost of the order. When accepting an order, the organizer is asked to get acquainted with the premises for the banquet, the arrangement of tables, the placement of guests, and the decoration of the hall. It is also clarified whether an aperitif will be served to the guests, whether decorations, music during the banquet, a toastmaster, a DJ and a place for dancing are needed. The banquet menu is compiled at will and depending on the capabilities of the enterprise.

If the refusal is received on the day of the banquet, the customer must pay the company the actual expenses incurred, i.e. the cost of dishes at sales prices that cannot be sold, the customer can dispose of the specified products at his own discretion.

At the end of the banquet, to compensate for the damage caused (breakage or loss of dishes, cutlery, napkins and other losses caused by the guests), the customer is issued an invoice, and the money is received by the cashier.

Banquets at the table with full waiter service most often it is formal and is called receptions. If the reception is diplomatic, then the placement of guests at the table and the order of serving the participants are determined by the protocol and are communicated by the customer to the restaurant administration.

The organization of any banquet includes receiving and placing orders, preparing the banquet for service and serving. The organization and precise work of preparing for the banquet service depend on how detailed and timely all the details of the banquet are stipulated and agreed upon between the customer and the contractor (restaurant administration).

Orders for servicing weddings, anniversaries and other celebrations are accepted by the director, head waiter or administrator. When placing an order, the date of servicing the celebration, the number of participants, the type of service, the reason for organizing the banquet (meeting, anniversary, wedding or holiday date, etc.) are agreed upon with the customer. ), venue (name or hall number), start and end times of service, sample menu and preliminary order cost. Upon receiving the order, the organizer is asked to get acquainted with the banquet room, the arrangement of tables, the placement of guests, and the decoration of the hall. It is also specified whether an aperitif will be served to the guests, whether flowers are needed to decorate the table, music during the banquet, and a place for dancing. The employee accepting the order introduces the customer to the rules of operation of the enterprise, the procedure for service, as well as the procedure for compensating for possible losses due to the fault of the customer and guests.

The banquet menu is compiled at the request of customers, depending on the capabilities of the enterprise. After agreeing on the menu, the customer pays 50% of the order cost, the cashier issues a cash receipt order and a receipt for it, which is handed to the customer. The order is registered in a special Order Book. In the future, no later than two days before the start of the celebration, the head waiter draws up and issues an Order-invoice with the customer.

Banquet at the table with full waiter service

A special feature of this banquet is that all dishes, drinks and fruits are served by waiters. An indispensable condition for serving such banquets is the speed of serving dishes, drinks and changing cutlery, since the time for serving guests at the table should not exceed 50 - 60 minutes. A large number of highly qualified waiters are involved in the service. Practice shows that at full-service banquets it is most advisable to proceed from the norm of 3 waiters for 12 - 16 banquet participants. In this case, two waiters serve food, and one waiter serves drinks. When serving a limited number of dishes - 4-5 and convenient placement of utility tables, serving tables, and tableware, waiters are allowed to combine serving dishes and drinks.

When serving banquets at the highest level (diplomatic receptions), each waiter is paired with a waiter serving drinks; the number of waiters can be increased at the rate of two waiters for 6-8 people.

The banquet menu includes a relatively small number of cold appetizers, one hot one, for a banquet-lunch - soup, main hot and dessert courses, fruits, and drinks are required. When serving, it is necessary to follow the order of serving dishes and snacks: cold fish appetizer or natural vegetables, appetizers from meat, poultry, game, hot appetizer, soup, hot dishes from fish, meat, poultry, game, vegetables, dessert, fruit, hot drinks ( Tea coffee).

Special tables with a width of 1.2 - 1.5 m are convenient for a banquet. Their total length is determined at the rate of 0.6 - 0.8 m for each guest. The length of tables should not exceed 10 m, so as not to impede the work of waiters.

Depending on the shape of the hall, its area, the number of banquet participants, tables can be placed in the form of a straight line (one or several), as well as in the form of the letters T, P, Sh.

The tables are covered with flannel and covered with a banquet tablecloth, so that the smoothed center runs along the axis of the table. The tablecloth should go down from the sides by 25 - 30, from the ends - by 30 - 40 cm. Utility tables are placed near the walls and in the corners of the hall at the rate of one table or sideboard for 12 - 15 guests.

After covering the tables with tablecloths, they are served. Serving begins with small table plates that serve as a stand for appetizer plates, deep plates or for broth cups. Having determined the center of the table, the first - central plate - is placed on one of its sides, from which a certain number of plates are placed on the right and left sides at a distance of 60 - 80 cm from one another in accordance with the plan for seating the guests. Then the plates are placed on the other side of the table - one opposite the other.

When arranging plates, observe the following rules:

The side of the plate should be 2-3 cm away from the edge of the table;

On the section of the table intended for guests of honor, plates are placed at large intervals - up to 1 m;

The sign of the company or enterprise depicted on the plate should be in front of the guest.

Snack bars are placed on table plates, and pie dishes are placed at a distance of 10-15 cm, to the left.

Cutlery is laid out after the plates. To the right of the dinner plate, place a table knife, with the blade facing the plate, so that half of it is covered by the side of the plate, then a fish knife, a tablespoon (if soup is provided in plates), and a snack knife. If the first course is served in broth cups, then in this case the dessert spoon is served with the soup and the tablespoon is not added. To the left of the tablespoon, place a table fork (it, like a table knife, should be half covered by the plate), a fish fork and a snack bar with the horns facing up. The ends of the handles of all devices are aligned parallel to the edge of the table 1-2 cm from it.

Dessert cutlery is placed behind the dinner plate - knives with the blade facing the plate, handles of knives and spoons - to the right, forks - with the handle to the left, they can also be placed behind the crystal. An individual butter knife is placed on the right edge of the pie plate with the blade facing left.

Having finished setting the table with cutlery, arrange wine glasses, glasses, glasses. They are placed behind the dining room with a small plate or to the right of it, behind the cutlery. First, place the wine glasses behind the plate at a distance of 3-5 cm from it, with dessert cutlery placed closer to the plate. When the wine glass is shifted to the right, it is placed near the tip of the table knife blade. Behind the wine glass, to the right, glasses for wine (Lafite, Rhine wine) and vodka are placed in one line or at a certain angle to the edge of the table. A champagne glass is placed in the second row. Cognac and liqueur glasses are placed on the table before serving cognac and liqueur with coffee or tea.

Having finished setting the table with crystal or glass, lay out linen napkins for individual use. They are rolled into a specific shape and placed on snack plates. Salt and pepper shakers must be placed on the table through the device on the glassware line.

The table is decorated with uncluttered compositions of fresh flowers in low vases.

Each banquet participant may be provided with a menu card, printed in a printing house or on a computer. For diplomatic receptions, it is printed in two languages (Russian and foreign). It indicates the nature of the service (breakfast, lunch, dinner), a list of dishes and drinks. A menu card is placed next to each cutlery behind the pie plate. In accordance with the guest seating plan, small cards indicating the names and initials of the banquet participants are placed in front of each guest’s tableware (behind the dinner plate).

A few minutes before inviting guests to the table, bread 6-8 mm thick is laid out. The bread is placed on a pie plate, two or three pieces at a time, with the crusts towards the edge of the plate.

At the end of setting the banquet table, dishes, cutlery, and napkins are placed on the utility tables for a change.

15-45 minutes before the start of the banquet, drinks (except champagne, cognac, liqueur) are brought into the hall, placed on utility tables, labels facing the hall. Bottles must be clean, without corks; they are covered with napkins.

When organizing official receptions, the issue of placing guests at tables, and therefore the order of their service, is given great importance.

The first is considered to be the place to the right of the hostess of the reception, the second is to the right of the host, in the absence of women, the first is considered to be the place to the right of the host, the second is to the left of him; a high-ranking guest may sit opposite the host, in which case the second seat will be to the host's right.

In order for guests to first familiarize themselves with the places allocated to them in the room intended for gathering banquet participants, a plan for seating guests at the banquet table is set out.

When organizing a banquet, an aperitif is usually provided. It is served in the hall intended for gathering guests for 15-20 minutes. Cocktails, fortified, semi-sweet, dry wines, juices, and in the summer, in addition, water and beer can be served as an aperitif. When serving an aperitif, snacks can be offered: canapés, sandwiches, tartlets with different fillings, pies, etc. In the antechamber, low vases with nuts are placed on the tables, cigarettes, matches are placed, and ashtrays are placed. The aperitif is served in glasses, in special glasses (juices, cocktails), filled to 2/3 of the volume and placed on small trays with a napkin.

At the end of the aperitif, guests move to the hall where the banquet begins.

Banquets at the table with full waiter service are most often held at diplomatic, official receptions, where guests are seated at the table according to protocol. The number of participants in such banquets is usually from 10 to 50 people and very rarely 100 or more people.

Bquestionnaire buffet

A buffet banquet is usually held by organizations when it is necessary to accommodate a large number of people in the same area of the banquet hall in a limited time; Each participant during the banquet has the opportunity to approach any guest for a conversation and independently take the snacks and drinks he likes; invitees can leave the banquet at any time. As a rule, a buffet banquet is organized from 18:00 to 20:00 and lasts 1-1.5 hours. There are no chairs at this banquet. Guests eat and drink standing at the tables or, having taken a snack, move away from the table. The menu includes cold and hot appetizers, dessert and hot drinks. Hot appetizers should be portioned without bones or sauce, salads - in baskets, caviar - in rolls; gastronomic products are cut in such a way that they can be eaten without a knife. At such a banquet, the waiter serves 15-20 guests.

Buffet tables are used to organize a buffet banquet. They are slightly higher than usual - 0.9-1 m. The width of the tables (1.2-1.5 m) allows you to place a large number of snacks and drinks on them. If there are no special tables, you can use regular dining tables, putting them together at the rate of 1 linear. m for 6-8 guests when using a table on both sides, when using a one-sided table - for 3-4 guests.

Depending on the area of the banquet hall, its configuration, the number of guests, tables are placed in different ways: in one row along the axis of the hall or symmetrically to it, in the form of the letters T, P, W, etc. The most comfortable places in the hall are reserved for honored guests. The distance between tables and from tables to walls must be at least 1.5 m.

In addition to the main buffet tables, small round, square or rectangular tables are placed in the hall, mainly near the walls, on which ashtrays, cigarettes, matches, and napkins are placed. Guests can place a used plate, glass, etc. on these tables.

In addition, utility tables are installed for storing tableware, cutlery, glasses, and napkins. To cover banquet tables, banquet tablecloths are used, the edges of which go down to a distance of 5-10 cm from the floor, and in the case when the table legs need to be covered - 1-2 cm. On all tables, the tablecloths should be lowered to the same length, and the corners of the tablecloths taken inside at right angles. Additional and auxiliary tables are set as banquet tables (with descent) or as regular dining tables.

The banquet table is served with crystal and glassware, depending on what drinks will be served. Champagne glasses, cognac glasses, liqueur glasses. Beer glasses are not placed on the buffet table when serving. Dishes made of glass and crystal can be arranged in two rows, in groups, in a herringbone pattern, or in a snake pattern.

After arranging the glasses and glasses, plates are placed on the table. Buffet tables are served with two types of plates: appetizer and dessert. They are used for fruits, pies, cakes, nuts, etc.

Snack plates are placed on both sides of the table in stacks of 8-10 pieces, at a distance of 1.5-2 m from one another and 1.5-2 m from the edge of the table; dessert plates of 4-6 pieces are placed behind the snack plates. Stacks of plates on both sides of the table are placed symmetrically along the axis of the table, except for serving with snake glassware.

Linen napkins, folded in a certain way, are placed in 3-5 pieces. on or behind stacks of dessert plates in close proximity. Paper napkins are often used at buffet banquets. They can be placed on the table in vases or special stands, or, folded into a triangle, placed in stacks or in a fan of 6-10 pieces. on the tablecloth next to the plates or in other places convenient for guests. A supply of napkins should be available on the waiters' utility tables.

There are two ways to serve buffet tables with cutlery. In one of them, the diner knives are placed to the right of the stacks of plates, with the blades turned towards them and retreating 1.5-2 cm from the edge of the table. Dinner forks are placed on the edge to the left of the plates, with the concave side of the tines facing them and 1.5-2 cm away from the edge of the table.

In another option, knives and forks are placed to the right of the plates. Fruit knives are placed behind dessert plates or to the right with handles to the right.

Equipment for hot appetizers served in cocotte makers, for dessert, as well as equipment for laying out hot dishes should be prepared in the utility room. Dessert forks are provided for cakes and pastries; they are placed to the left of the dessert plates. If there are no dessert forks, the number of snack forks is increased accordingly.

Having finished setting the tables with dishes and cutlery, place flowers and fruits. Banquet halls are decorated only with fresh flowers. Cut or in baskets. Flowers can also be placed in the antechamber.

Fruits in vases on high legs (or in dishes) are placed on the table depending on the method of arranging glassware at equal intervals, symmetrically.

The placement of drink bottles depends on the way glassware is arranged. Juices can be placed on the table in jugs. The bottles are thoroughly wiped, some of them are freed from corks, the neck is wiped with clean towels and the corks are sealed again. Drinks are placed on the table next to the corresponding glasses, and the bottles should not block the glassware. Vodka and vodka products, table white wines, waters, juices, and beer are served chilled. Dry red and dessert wines and cognacs should be at room temperature.

Cold appetizers are placed on the table after fruits and drinks are placed on it, but not earlier than 1-1.5 hours before the start of the banquet. The arrangement begins with fish appetizers, vegetables, meat, poultry, and game. Lastly, they place jellied dishes, caviar, butter, snacks with mayonnaise and sour cream. Rotating snacks is a must. It is recommended to place side dishes for appetizers in separate dishes. Sauces are served in gravy boats on pie plates, with a teaspoon in front of the gravy boat placed on the plate. Sauces are placed next to the appetizers for which they are intended. All work to prepare for the banquet must be completed 10-15 minutes before inviting guests.

Considering that at a buffet banquet people eat while standing, snack foods should be cut into small portions (“fork-ready”). First, large dishes with snacks are placed on the table, and then small ones. Oval dishes are placed at an angle of 30-45 degrees to the axis of the table; snacks in vases and salad bowls - closer to the axis of the table (center), snacks in low dishes - closer to the edge of the table, but no closer than 25-30 cm. Each dish should have utensils for laying out: for aspic dishes with a side dish , salads - spoon and fork; for appetizers without a side dish - a fork; for caviar - a caviar spatula or a teaspoon; for butter - a knife; for marinades and pickles - a spoon and, if necessary, a fork. For natural vegetables, which are usually taken by hand, it is not necessary to take tools for laying out. Salt and pepper must be placed on the table, placing them in a line along the entire length of the table at equal distances. Bread is placed on the buffet table on snack plates or in bread bins; it is cut into small pieces, placed at a slight slope with the crust facing up. The edge of the table (25-30 cm) should remain free so that guests can place plates of snacks.

When the guests have mostly eaten appetizers (approximately 20-30 minutes after the start of the banquet), the waiters, at the direction of the head waiter, serve hot appetizers and then hot dishes. Hot snacks and meals are served in appropriate containers. Thus, mushrooms in sour cream, julienne, crabs in sauce are served in cocotte makers. Dishes prepared in small portions (sausages, lula kebab, chopped chicken cutlets, langet, pike perch fried in dough, etc.) can be served on metal dishes or in rams. The products are placed in a heap on a heated dish, skewers are inserted into the top ones, and the remaining skewers in stacks or cups are placed on the dish. A gravy boat is also placed on the dish.

After hot appetizers, dessert is served: ice cream, whipped cream, apples in dough, fruits in syrup in bowls, which are placed on a tray covered with a napkin; Dessert or teaspoons are placed next to the bowls. Champagne is offered with dessert dishes. Glasses are filled 2/3 full (in the utility room or in the hall on utility tables) and placed on trays covered with napkins.

The service ends with serving coffee, usually black without sugar (a small number of servings are prepared sweet). The cups are placed on a tray covered with a napkin, and one or two stacks of saucers are placed at the side in an amount corresponding to the number of cups. Cognac or liqueur is served along with coffee.

At buffet banquets, it is practiced to organize a bar to serve guests, who are served by a bartender at the bar counter.

To do this, use bar counters or ordinary tables covered with thick fabric and tablecloths, lowered from the front side to the floor. The length of the tables is 2-4 m. On the table, taking into account the assortment of drinks, glasses, glasses, and glasses for juices are placed in groups.

Bottled drinks are placed in the center of the table, behind them (on the bartender’s side) on a tray are jugs of juices and thermoses with edible ice, next to them are ice tongs and a handbrake.

On the right, towards the end of the table, wine glasses, juice glasses, water glasses are placed in rows, and champagne glasses are placed on the left. To the right of the bartender there should be a utility table for bottles with bottle openers. All drinks are brought to serving temperature before consumption.

The bar should be prepared 20-30 minutes before the start of the banquet, and 10-20 minutes before the guests arrive, the bartender fills all the glasses on display with drinks (up to one quarter).

Bquestionnaire-tea

The banquet-tea is organized for women, but the possibility of inviting men is also possible. The number of guests at such banquets is small. The duration is most often from 16 to 18 hours, duration - no more than 2 hours.

Furniture recommended for a tea banquet: small round or oval tables (if they are not available, you can use square or rectangular tables), chairs, armchairs, half-chairs, sofas. The table is placed in the center of the hall or near the walls under lamps (sconces), they are placed so that there is enough space for the passage of guests and waiters. Tablecloths and napkins are colored, delicate shades. If the number of guests is more than 8 people, you can set several separate tables (4-10 people at each). For the convenience of waiters, utility tables are installed.

Sweet dishes can be served at the tea table (pancakes with apples, jam: apples in dough, whipped cream, ice cream, soufflé, sambuca, mousses, jellies, etc.), pies, cakes, pastries, muffins, cookies, preserves, berries, fruits.

For setting the tea table, the following are used: dessert plates, dessert cutlery, shot glasses, champagne glasses, wine glasses, tea and coffee cups, sugar bowls and sugar tongs, lemon trays, jam sockets, fruit vases, pastry vases, layout utensils.

Various ways of serving the tea table are possible, depending on whether there is a sweet dish on the banquet menu and how it will be served. When serving a sweet dish, the table is set with dessert plates for each guest, followed by a glass for wine, cognac, liqueur, if they are included in the menu; A dessert spoon or knife is placed to the right of the plate (depending on the sweet dish), a dessert fork is placed to the left, and fruit cutlery is placed behind the plate parallel to the edge of the table. Napkins folded into a roller, triangle, envelope, etc. are placed on dessert plates or to the left of them. This table setting is due to the fact that some sweet dishes - soufflé, apples baked in dough, creams, etc. - are not placed on the table, but are served by waiters, or because dessert dishes are not included in the menu at all.

When serving a sweet dish in bowls, the place on the table opposite each guest intended for this dish is left free during serving. A dessert plate with cutlery is placed to the guest’s left, 15-20 cm from the edge of the table (like a pie plate). The napkin is also placed to the left of the guest in front of or on the dessert plate. The rest of the serving items are the same as in the first option.

Fruit plates can be placed on the table in stacks of 4-6 pieces. in places convenient for guests; they can be served during service. The sweets provided in the menu in a vase, a vase with cakes, and fruits are placed on the table. If there is jam on the banquet menu, there should be stacks of 4-6 rosettes on the table. Cream, milk, lemon are placed before serving hot drinks. As a rule, the tea table is not served with water glasses, and water is served by waiters or placed in bottles on a separate table and the glasses are there in full view of the guests.

The decoration of the table is a samovar, which is placed on the main table to the left of the hostess or on a utility table placed next to the main table to the left of the hostess. A porcelain teapot with tea leaves and cups are placed near the samovar.

The waiters invite guests to the set table and help them sit down. When the guests are seated at the table, the waiters offer them sweet dishes and wines. Wine is poured to the guest's right. Service begins with the guests of honor, then the older ones are served, and then the rest of the guests. The dessert dish in a bowl is served on a pie plate, with a dessert spoon with the handle facing to the right. The dish is placed in front of the guest on the right side with the right hand. Hot drinks are then prepared for serving. Used dishes and cutlery are removed from the table, a clean plate with cutlery is placed in front of each guest, and cream, milk, and lemon are brought. Cups with hot drinks on saucers are placed on the table to the right of the dessert plates. The cup is placed on the saucer with the handle to the left, the teaspoon with the handle to the right.

You can offer a cup of coffee to guests from a tray, having first filled it from a coffee pot. It is not recommended to top up tea on the table. If the guest wishes to drink another cup of tea, you can pour it on the utility table into the same cup, if there is no lemon in it. The hostess pours tea from the samovar, the waiter in this case helps in serving tea to guests sitting away from her, and also brings clean cups and a teapot with tea leaves. At the request of the hostess, the waiter can pour tea from the samovar and offer it to the guests.

Banquet-cocktail

Banquet-cocktails are organized when serving participants of international symposiums, conferences, congresses, meetings and other meetings. At a cocktail banquet you can host a large number of guests in a relatively small room. There are a business cocktail banquet lasting 40-50 minutes, which is organized during intervals (breaks) at meetings, congresses, symposia, and a cocktail banquet for relaxation lasting up to 1.5-2 hours, usually held at the end of meetings, sometimes at open air.

Characteristic features of a cocktail banquet: all guests drink and eat standing; banquet tables are not placed, small tables are placed in the hall near the walls or in the corners, on which cigarettes, matches are placed, vases with paper napkins and flowers are placed; plates and cutlery are not served to each guest; guests use skewers instead of forks; The waiters offer snacks and drinks to guests on trays and place trays for collecting used dishes on several utility tables.

A bar counter is installed in the banquet hall.

The banquet-cocktail menu consists of small-portioned appetizers: cold appetizers - sandwiches (canapés) with granular sturgeon and salmon caviar, salmon (chum salmon, balyk), sturgeon, ham, sausage, cheese, tartlets with pate, salad; from hot appetizers - sausages, kebab, cutlets, pieces of fish in dough, pieces of shish kebab; dessert - ice cream, jelly, cream, fruit, nuts, etc.

Hot drinks include coffee, tea, cold drinks - juices, water (mineral and fruit), and cocktails.

At the cocktail banquet the following sequence is expected:

1. aperitif, then cold appetizers;

2. hot snacks;

3. dessert;

4. fruits;

5. hot drinks (coffee, tea).

1.2 Banquet service process and preparation

The organization of any banquet includes receiving and placing orders, preparing for the banquet, and service. Organized, clear work in preparation for serving a banquet depends on how detailed and timely all the details of the banquet are agreed upon between the customer and the restaurant management. Therefore, it is advisable that those who will directly manage the preparation of the banquet and serving the guests be informed in detail about the features of this order.

Orders for banquet services are accepted directly by the director, head waiter or banquet service manager. Banquet service manager is a manager who is responsible for preparing the halls for service during a banquet, sorting tables and serving guests by waiters and bartenders in accordance with etiquette requirements. The order can be made in writing or orally (by telephone, as a result of a visit).

The procedure for accepting orders and servicing celebrations

Upon final approval of the menu (no later than two days before the start of the celebration), the manager or head waiter, together with the customer, draws up an order - an invoice in five copies, which is approved by the director of the enterprise and serves as a payment document. The order invoice number must correspond to the number of this order in the order book. The cashier, having received the approved order-invoice and the issued accounting cash receipt order, accepts additional payment for the order from the customer, affixes the “Paid” stamp on all copies, and certifies each copy with a signature. The manager or head waiter gives the first copy to the customer. The second copy of the order-invoice remains with the cashier until the day of service. On the day of service, he submits it to the accounting department along with the cash report; the third to the waiter, who is entrusted with fulfilling the order; the fourth and fifth go to the kitchen and service bar. The fourth and fifth copies of the order-invoice after the order is completed are submitted to the accounting department.

invoice on the back of the order. The customer must notify about changes in the order/invoice no later than one day before the start of the banquet. In this case, the customer may be refunded the money or offered additional services (serving champagne, fruit, cocktails, aperitif, if this was not provided for in the order). If the refusal is received on the day of the banquet, the customer must pay the company the actual expenses incurred, i.e. the cost of the dishes at sales prices that cannot be sold (the sales period has expired, there is no opportunity to transfer the products for sale in the hall, etc.). The customer may dispose of the specified products at his own discretion.

The banquet menu includes a wide range of cold appetizers at the rate of ½ - ¾ servings for each participant. To ensure a wide variety of them. The guest is also offered a hot appetizer, one or two main hot courses, dessert, and fruit. The banquet ends with the serving of coffee, tea and pastries. Before guests arrive, cold appetizers, drinks, and fruits are placed on the set table. One waiter serves 12 - 15 guests. The number of dishes, salad bowls, etc. for cold appetizers and their capacity are determined taking into account the number of banquet participants, the number and assortment of appetizers, the size and quantity of banquet tables.

Dishes, vases, salad bowls, in which the same ones are placed, are repeated after 6 - 10 places. At the same time, everyone sitting at the table themselves, or by asking a neighbor, can take any snack. Cold appetizers are placed on the table in 30 - 60 minutes. before service begins. Dishes with snacks are placed on the table in a certain sequence. They start with appetizers in large dishes; closer to the center, appetizers are placed in vases (on a stem) or in dishes with high sides. Snacks in low, small containers are placed closer to the serving items. Arrangement utensils are placed in each dish. Caviar bowls and salad bowls are placed on pie or snack plates. Sauces in porcelain gravy boats are placed on a pie plate to the left of the dish for which they are intended. Behind the pie plate is salt. Pepper. Along the axis of the table are vases with fruits and flowers.

In the intervals between groups of glasses, bottles of drinks are placed evenly around the table. The labels should be facing the edge of the table so that guests can choose and pour themselves the desired drink. Before placing the bottles, they are leaked with a handbrake, the closure is checked, the presence of excise stamps and labels. Having arranged the drinks, the waiters place bread on pie plates.

Waiters greet guests and help them sit down at the table. Having seated the guests, the waiters begin serving the guests of honor and pour drinks from bottles. The waiters pour drinks for the rest of the guests. Starting with women. Then they help guests place snacks on plates in the sequence specified in the menu.

Then they offer natural vegetables, boiled fish, assorted fish and top up drinks into glasses. After serving fish appetizers, the table is cleared and appetizer plates and cutlery are always replaced. After this, guests are served meat snacks.

There is usually a break before serving hot dishes. The waiters remove used dishes, bottles, and add bread. Fresh and pickled vegetables, butter, and cheese are not removed from the table. Hot dishes are usually served on plates. After serving hot dishes, wine is poured.

Before serving dessert, snacks and plates are removed from the table. Cutlery, bread, spices, sauces. Vases of fruit remain on the table, and if water is left, glasses for it. In the vacant space they place plate vases with a cake and a spatula for laying out, vases with sweets, bowls with sugar and tongs, and lemon in trays.

Before serving hot drinks, small dessert plates with cutlery or bowls are removed from the table and served with dessert plates and cake forks. The banquet service ends with the serving of hot drinks (tea or coffee).

Proper organization of receiving orders for a banquet or reception contributes to its success.

The order for banquet service is accepted by the manager or head waiter. He specifies the type of banquet (wedding, anniversary, birthday, etc.) and invites the customer to familiarize himself with the premises; plan for the arrangement of tables and accommodation of guests, coordinates the date and time of the banquet, the number of participants, composition by age, gender, nationality, method of service (banquet with full or partial service), estimated cost of the order, design features of the banquet hall, serving an aperitif, type of musical service.

You can offer the customer several options for a pre-prepared menu or compose it again, taking into account the possible preparation of dishes and snacks that are not included in the restaurant menu. At the request of the customer, an order for branded culinary and confectionery products manufactured by the enterprise can be accepted. The cost of the order is paid by the customer at the cost estimates.

The order indicates the telephone number, address and surname of the customer, payment procedure (cash, non-cash or credit card). After preliminary approval of the menu, the customer pays 50% cost of the order, for the accepted money he is issued a cash receipt order and a receipt for it, which is handed to the customer. The order is registered in a special order book for servicing celebrations. At the same time, the employee accepting the order introduces the customer to the rules of the enterprise, the procedure for service, compensation for possible losses due to the fault of the customer and guests, the prices for renting halls, and draws up a contract.

Upon final approval of the menu (no later than two days before the start of the celebration), the manager or head waiter, together with the customer, draws up an order - an invoice in five copies, which is approved by the director of the enterprise and serves as a payment document. The order invoice number must correspond to the number of this order in the order book. The cashier, having received the approved order-invoice and the issued accounting cash receipt order, accepts additional payment for the order from the customer, affixes the “Paid” stamp on all copies, and certifies each copy with a signature. The manager or head waiter gives the first copy to the customer. The second copy of the order-invoice remains with the cashier until the day of service. On the day of service, he submits it to the accounting department along with the cash report; the third - to the waiter who is entrusted with fulfilling the order; the fourth and fifth go to the kitchen and service bar. The fourth and fifth copies of the order-invoice after the order is completed are submitted to the accounting department.

Products from the kitchen and service bar are sold using receipts printed on printers according to the invoice order. During the service process, the customer can make an additional order, which he pays in cash. An additional order is recorded on the back of the order - the invoice. The customer must notify about changes in the order/invoice no later than one day before the start of the banquet. In this case, the customer may be refunded the money or offered additional services (serving champagne, fruit, cocktails, aperitif, if this was not provided for in the order). If the refusal is received on the day of the banquet, the customer must pay the company the actual expenses incurred, i.e. the cost of the dishes at sales prices that cannot be sold (the sales period has expired, there is no opportunity to transfer the products for sale in the hall, etc.). The customer may dispose of the specified products at his own discretion.

At the end of the banquet, to compensate for the damage caused (breakage or loss of dishes, cutlery, napkins and other damage to the enterprise due to the fault of the guests), the customer is issued an invoice, and the money is received by the cashier.

Features of banquet preparation and service

Celebrating a birthday in a restaurant is an occasion to meet with relatives and friends. To receive the participants of the celebration, a banquet with partial service by waiters will be organized. It is held during the day or evening as lunch, dinner or tea banquet. Tables can be round, oval or rectangular. They are covered with tablecloths of bright colors. The colors of linen napkins should contrast with the tone of the tablecloth. For example, a pink tablecloth should be in harmony with white china, which has a bright pink pattern on the edges of the plates, and white lace napkins. When setting the table, the place of the birthday person is especially emphasized by placing an embroidered linen napkin under the plate and placing on it serving, snack and pie plates, cutlery, glass, which differ in color, pattern and shape from the glassware for guests. A cloth napkin folded high (bunny, lotus, lily, etc.) in a different shape from the napkins for other guests is placed on the appetizer plate.

The main decoration of the table is a cake with anniversary candles, which are lit before serving hot drinks (tea, coffee, punch, grog). The cake is placed on a plateau vase with a carved paper napkin, and a special device for portioning on a small dessert plate is placed next to it.

In children's cafes and catering establishments located in recreation areas, you can organize a child's birthday celebration in the summer. For younger children, balloons of various shapes and colors are hung above the tables. For table setting, children's dishes and cutlery, colored glasses in bright colors are used. Paper, plastic, and soft toys are placed on the table so that you can play with them and not be afraid of dropping and breaking. On each small dessert plate reserved for a child, place a napkin folded in a cornucopia, from which a mountain of multi-colored lollipops will spill out. Such a holiday can be organized using a catering system, i.e. carry out a festive event with the involvement of circus and pop artists; drawing up an entertainment program, decorating a hall or a relaxation area on the lawn.

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UDC 642.5(075.32)

BBK 65.431-803ya723

Reviewers:

Chulkova T. G. - teacher at the training and production company "KORE";

Kravtsova L. D.- teacher of the highest category at Vladimir Trade and Economic College

Kucher L. S., Shkuratova L. M. Organization of catering services: Textbook. - M.: Publishing House "Business Literature", 2002. - 544 p.

ISBN 5-93211-015-5

The issues of organizing service in modern restaurants, bars, and cafes are covered in detail. Recommendations are given for servicing receptions, banquets, festive evenings and other events (buffet, coffee break, business lunch, Sunday brunch, catering). Much attention is paid to serving foreign tourists, participants of symposiums and conferences.

For college students, students of lyceums and technical schools, and can also be used by catering workers.

employee qualifications

trade, 2002

"Business Literature", 2002

ISBN 5-93211-015-5

Introduction

Chapter 1. Improving service in public catering establishments

1.1.Goals and objectives of service. Basic rules and regulations

1.2.Classification of services

1.3.Methods and forms of service

1.4.State of the consumer market

1.5.Features of service at public catering establishments of various types 1.6.Progressive service technologies

Chapter 2. Retail premises, their characteristics and equipment

2.1.Types of premises

2.2.Characteristics of retail premises

2.3.Service

2.4.Washing tableware

2.5.Dispensing room

2.6.Service bar (buffet)

2.7. Room for slicing bread

2.8.Lighting

2.9.Ventilation

2.10.Interiors of the halls

2.11.Equipment of halls

Chapter 3. Tableware, cutlery, linen

3.1. Types of tableware and cutlery

3. 2. Characteristics of porcelain and ceramic tableware

3.3.Characteristics of crystal and glassware

3.4 Characteristics of metal utensils

3.5 Characteristics of cutlery

3.6 Characteristics of wooden and plastic utensils and appliances

3. 7. Table linen

Chapter 4. Information support of the service process

4.1.Media

4.2.Purpose and principles of menu design

4.3.Menu types

4.4.Wine list

4.5. Restaurant cocktail list

4.6.Design of menu and wine list

Chapter 5. Stages of service organization

5.1.Cleaning of retail premises

5.2.Arrangement of furniture in the halls

5.3.Procedure for receiving and preparing dishes and cutlery

5.4.Working with a tray

5.5.General rules for table setting

5.6.Types and forms of folding napkins

5.7.Characteristics of various options for preliminary table setting 5.8.Flower arrangements

5.9.Music service

Chapter 6. Serving consumers in restaurants

6.1.Basic elements of maintenance

6.1.1.Meeting and accommodation of guests

6.1.2. Receiving and placing an order

6.1.4.Transfer of order for production

6.2.Organization of the service process in the hall

6.2.1.Rules for serving service bar products

6.2.2.Features of serving champagne

6.3. Basic methods of serving food in a restaurant

6.4.Sequence and rules for serving cold dishes and snacks

6.5.Rules for serving hot snacks

6.6.Rules for serving soups

6.7.Rules for serving second courses

6.8.Rules for serving sweet dishes

6.9.Rules for serving hot drinks

6.10.Rules for serving cold drinks

6.11.Rules for serving confectionery products

6.12.Rules of etiquette and behavior at the table

6.13.Settlements with consumers

6.14. Cleaning the table and replacing used dishes and cutlery

6.15.Rules for serving tobacco products

Chapter 7. Service of receptions and banquets

7.1.Types of receptions and banquets

7.1.1.Daytime diplomatic receptions

7.1.2.Evening diplomatic receptions

7.2.Accepting an order

7.3.The role of the manager in organizing banquet services

7.4.Banquet at the table with full waiter service

7.5. Reception buffet

7.6.Cocktail reception

7.7.Banquet-tea

7.8. Mixed (combined) banquets and receptions

7.9.Banquet at a table with partial waiter service

7.10. Banquet “Wedding”

7.11. Banquet "Birthday"

7.12. Banquets on the occasion of honoring the hero of the day, meeting friends

Chapter 8. Special types of services and forms of service

8.1. Services for catering and servicing participants of symposiums, conferences, seminars, meetings

8.2.Nutrition for athletes

8.3.Service in hotels

8.4.Service in hotel rooms

8.5.Services for organizing and servicing celebrations, Sunday brunch, themed events

8.6. Features of the provision of catering and maintenance services in places of public recreation and cultural events

8.7. Passenger service on railway transport

8.8.Service for air transport passengers

8.9.Service for water transport passengers

8.10.Service for road transport passengers

8.11.Modern types of service forms of service

Chapter 9. Services for organizing services for foreign tourists

9.1.Types of tourism and classes of service

9.2.Regulatory framework

9.3. Requirements for catering establishments serving tourists

9.4.Service for groups of tourists in restaurants and cafes

9.5. Food services along the route

9.6. Dietary features of foreign tourists

9.6.1.Southern Europe

9.6.2. Western Europe

9.6.3.Eastern Europe

9.6.4.Central Europe

9.6.5.Middle East

9.6.6Africa

9.6.7.North America

9.6.8.Central and South America

9.6.9.South Asia

9.6.10.Southeast Asia

9.6.11.East Asia

Chapter 10. Organization of service for guests at the highest level (VIP)

10.1. Features of guest service at the highest level

10.2.Serving snacks, dishes and drinks in the VIP lounge

10.3.Trenching in the presence of visitors

10.4.Flaming dishes and desserts

10.5.Features of preparing and serving fondue dishes

Chapter 11.Organization of services at socially oriented food establishments

11.1.Service at production plants

11.2.Service for students in secondary schools

11.3.Service for students of vocational schools

11.4.Service for students of higher and secondary specialized educational institutions

11.5.Serving socially vulnerable groups of the population

Chapter 12. Labor organization of service personnel

12.1. Requirements for the sales floor manager (head waiter, administrator)

12.2.Requirements for a waiter

12.3.Requirements for a bartender

12.4. Requirements for a service bar attendant

12.5. Factors determining the working conditions and mode of work of service personnel

12.6. Organization of work of service personnel

12.7. Conditions and procedure for awarding the title of “Master of Trading Service”

Literature

INTRODUCTION

Subject, goals and objectives of the service organization. Academic discipline "Service organization" is a major for specialty 2311 Organization of services in public catering establishments.

Subject of discipline is the service activity of personnel in the provision of public catering services.

The purpose of studying the discipline- acquisition by students of theoretical knowledge and practical skills in providing services at public catering establishments of various organizational and legal forms, types and classes. To achieve this goal, service organization as an academic discipline must address the following: tasks: mastery of basic concepts, terms and definitions in the field of service organization; studying the classification of public catering services and general requirements for them; modern technologies, forms, methods, means of service; types and characteristics of retail premises, dishes, cutlery, table linen; rules for compiling and designing menus and wine lists; types and rules of table setting and decoration; organization and technology of customer service at enterprises of various types and classes; the procedure for providing various services; rules for processing payments for servicing and provision of services; requirements for service personnel; organization of work of service personnel.

Service organization is one of the fundamental academic disciplines in the formation of the professional qualities of waiters, head waiters and sales floor managers, who must be able to:

Ø perform various types of table setting and decoration;

Ø create different types of menus and wine lists;

Ø calculate the required amount of dishes, cutlery, table linen;

Ø organize customer service at various public catering establishments, taking into account the rules and norms of international service, modern technologies, forms and methods of service;

Ø provide services taking into account the requests of different categories of consumers;

Ø organize the work of service personnel;

Ø use the media to improve the effectiveness of the services offered.

Interdisciplinary connections between service organization and other disciplines. Service organization is connected with other disciplines by interdisciplinary connections: previous, concomitant and subsequent. Previous connections the service organization is connected with food merchandising, the range and quality of culinary and confectionery products, technical equipment and labor protection, professional aesthetics and design, the basics of standardization, metrology and certification. Knowledge of these disciplines is necessary for a deeper understanding and assessment of the quality of the services provided.

Simultaneously service organization is a basic discipline for many special disciplines: organization and technology of the industry, marketing, management, economics, accounting, etc. They are united by subsequent and related interdisciplinary connections.

TO organizational forms of conducting classes include such forms and methods of teaching as lectures, seminars, business games, discussions, laboratory and practical classes, excursions to enterprises.

Organization independent work students when studying the discipline contributes to the formation of skills and abilities in organizing creative work, deepening professional training and self-education, and independent solving of practical problems.

Principles of service organization. Any professional activity is based on certain principles. Principle (lat. principium- basis, beginning) - the main starting position of any teaching, the guiding idea, the basic rule of professional activity. The principles of organizing service in public catering are:

Ø meeting people's needs for products and services;

Ø creation of comfortable conditions in dining rooms;

Ø convenience and aesthetics of table setting;

Ø absence of negative phenomena associated with the process of servicing consumers;

Ø increasing the profitability of public catering enterprises through the introduction of new types of products and services;

Ø compliance of types of services with the constantly changing tastes of consumers and market requirements.

An object(lat. objectum- subject) - an object, a phenomenon towards which any activity is directed. The object in public catering is service activities, which is aimed at selling culinary products and providing services to the population.

Culinary products- a set of dishes, culinary products and culinary semi-finished products that satisfy the real needs of certain consumer segments. Requirements for culinary products sold to the public, acceptance rules, control methods ensuring safety for human life and health, and the environment are given in GOST R 50763-95.

Catering service- the result of the activities of enterprises and citizen-entrepreneurs to meet the needs for nutrition and leisure activities.

The classification of public catering services, general requirements for their quality and mandatory requirements for the safety of services are defined by GOST R 50764-95.

Subject- a person who cognizes the external world (object) and influences it in his practical activities, as well as a bearer of rights and responsibilities. Subjects of service activities are divided into two groups. The first group is represented by entities whose needs the service activities are aimed at. This includes consumers. The definition of the term “consumer” is given in the Federal Law “On the Protection of Consumer Rights”: “A consumer is a citizen who intends to order or purchase, or who orders, purchases or uses goods (work, services) exclusively for personal (household) needs not related to extraction arrived" .

The second group includes management and maintenance personnel who provide customer service due to their official and professional duties. Requirements for specific positions and professions of service personnel are set out in Chapter 12.

Below is a diagram of the structure of the discipline “Service Organization” (Fig. 1).

The main concepts of the academic discipline “Service Organization” are: service process, service conditions, quality, safety and environmental friendliness of products (services), method and form of service, service personnel.

Service process in public catering - a set of operations performed by the contractor in direct contact with the consumer of services when selling culinary products and organizing leisure activities.

Terms of Service- a set of factors influencing the consumer in the process of receiving services.

Service quality- a set of characteristics of a service that determine its ability to satisfy the established and expected needs of consumers.

Service security- a set of properties of a service in which, under the influence of internal and external dangerous (harmful) factors, it affects the consumer without putting his life, health and property at risk.

Environmental friendliness of products (services)- a set of properties of products and services that have an impact on the environment without putting it at risk.

Customer service method- This is a way of selling public catering products to consumers. There are three service methods: waiter, bartender and bartender, self-service and a combined method.

Consumer service form- an organizational technique, which is a variety or combination of methods of serving consumers with public catering products.

Service staff. The service personnel of the enterprise include: head waiter (hall administrator), waiter, bartender, cook distributing products for distribution, bartender, cashier, cloakroom attendant, doorman, culinary store (department) salesman.

Requirements for service personnel must take into account the following assessment criteria:

Ø level of professional training and qualifications, including theoretical knowledge and its application in practice;

Ø ability to organize the work of a team (for the head waiter);

Ø knowledge and compliance with professional ethics of behavior;

Ø knowledge of regulations and guidelines relating to professional activities.

The service personnel of enterprises of all types and classes, regardless of their form of ownership, must know the internal rules and organization of the enterprise. The functions, duties, rights and responsibilities of service personnel must be set out in job descriptions and approved by the head of the enterprise. Job descriptions for service personnel are developed by the enterprise administration in accordance with GOST R 50935-96, Tariff and Qualification Directory of Works and Professions, taking into account the specifics of each enterprise and the requirements of current legislation.

Operating personnel must ensure the safety of life and health of consumers. All personnel must be trained in safe working practices.

The following requirements are imposed on service personnel of enterprises of all types and classes:

Ø knowledge and compliance with job descriptions and internal regulations of the enterprise;

Ø compliance with sanitation requirements, rules of personal hygiene and workplace hygiene;

Ø knowledge and compliance with fire safety measures, labor protection and safety regulations;

Ø compliance with professional ethics in the process of servicing consumers;

Ø knowledge of the requirements of regulatory documents for food products and services;

Ø advanced training for all categories of workers (at least once every 5 years, except for cloakroom attendants and doormen);

Ø carrying out certification of team workers (at least once every six months).

The operating personnel of the enterprise must be dressed in uniform or sanitary clothing and footwear of the standard established for the enterprise, which is in good condition, without visible damage or contamination. The uniform of the doorman, cloakroom attendant, head waiter, waiter and bartender in restaurants and bars of all classes should ensure stylistic unity in the enterprise. Employees of the enterprise in uniform must wear badges with the emblem of the enterprise and an indication of their position and profession.

Professional ethical standards of behavior of personnel are: politeness, tactfulness, attentiveness and precaution in relations with consumers within the limits of their job duties. Personnel must be able to create an atmosphere of hospitality at the enterprise, show goodwill and patience towards consumers, be self-possessed, and have the ability to avoid conflict situations. Luxury and high-class restaurants and bars must employ service personnel familiar with the specifics of cooking and service in other countries.

Chapter 1

Improving service in public catering establishments

Improving customer service in the dining room. Marketing research Improving technology for serving guests in a restaurant

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