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Программа подготовки к экзамену по дисциплине Иностранный язык (английский) делового общения опд. 04 по направлению подготовки (специальности) «Организация обслуживания в общественном питании»


Государственное автономное образовательное учреждение

высшего профессионального образования города Москвы

«МОСКОВСКИЙ ГОСУДАРСТВЕННЫЙ ИНСТИТУТ ИНДУСТРИИ ТУРИЗМА»

им. Ю.А. Сенкевича


Факультет туристского сервиса


Кафедра английского языка


ПРОГРАММА ПОДГОТОВКИ К ЭКЗАМЕНУ

по дисциплине Иностранный язык (английский) делового общения ОПД.04

по направлению подготовки (специальности)

«Организация обслуживания в общественном питании»


Cоставитель: Петрашевская Е.Г.


Утверждено

на заседании кафедры английского языка

Протокол № 8 от 22 марта 2012 г.

Зав. кафедрой Е.Г. Петрашевская


Москва

2012


Содержание программы

  1. Порядок сдачи экзамена …………………………………………………

  2. Порядок допуска студентов к сдаче экзамена …………………………..

  3. Требования к уровню освоения дисциплины ……………………………

  4. Экзаменационные требования ……………………………………………

  5. Перечень разделов, тем (вопросов) учебной дисциплины, выносимых на экзамен…………………………………………………………………..

  6. Методические рекомендации …………………………………………….

  7. Критерии оценок ответов экзаменуемых ………………………………..

Приложение 1 Лексико-терминологический минимум для освоения дисциплины…………………………………………………………………

Приложение 2 Профессионально ориентированные тексты по темам

программы…………………………………………………………………..


^ Программа подготовки к экзамену

по дисциплине «Иностранный язык (английский) делового общения

«Организация обслуживания в общественном питании»

  1. Порядок сдачи экзамена

    1. Экзамен по английскому языку по дисциплине «Иностранный язык делового общения» проводится в устной форме.

    2. Экзамен проводится по экзаменационным билетам, утвержденным на кафедре английского языка. На подготовку студента к ответу отводится до 30 минут.

    3. По представлению преподавателя и с разрешения заведующего кафедрой экзаменационная оценка «отлично» может быть выставлена в день экзамена при условии всех отличных оценок по результатам текущего контроля учебной работы студентов.

    4. В случае несогласия студента с объективностью полученной оценки на экзамене, он обращается с соответствующим заявлением на имя декана не позднее дня, следующего за днем сдачи экзамена. Распоряжением по факультету создается комиссия по пересдаче дисциплины, определяются сроки пересдачи. В состав комиссии включаются преподаватель, принимающий экзамен по данной дисциплине, заведующий кафедрой, представитель деканата.




  1. ^ Порядок допуска студентов к сдаче экзаменов

    1. К сдаче экзаменов деканом факультета допускаются студенты, выполнившие в полном объеме все требования образовательной программы (выполнены и положительно оценены все контрольные работы) и сдавшие все зачеты, предусмотренные учебным планом в текущем семестре.

    2. Студент, не получивший на первый день экзаменационной сессии зачет по одной или нескольким учебным дисциплинам, обязан сдать эти зачеты в первые дни сессии. К сдаче последующих экзаменов он допускается после сдачи всех зачетов.

    3. Студенты, имеющие академическую задолженность прошлого семестра, к сдаче экзаменов текущего семестра не допускаются.


2. Требования к уровню освоения дисциплины

В результате изучения дисциплины «Иностранный язык (английский) делового общения» студент должен

знать:

уметь:

приобрести навыки:

  1. Экзаменационные требования

  1. Чтение и беседа по профессионально ориентированному тексту.

  2. Выполнение коммуникативного задания по ролевой карточке.

  3. Беседа на пройденные темы




  1. Перечень разделов, тем (вопросов) учебной дисциплины

The Dining Room

  1. What is the difference between the front of the house and the back of the house in the restaurant business?

  2. What kinds of table services are used in restaurants?

  3. How do they differ?

  4. What jobs are there in the front of the house?

  5. What are the duties of busboys and busgirls?

  6. What kind of service is needed to make a restaurant successful?




С.А. Воробьева Деловой английский для ресторанного бизнеса Unit 8 p.175-177

The Kitchen

  1. What equipment is needed for preparing food?

  2. What considerations are very important in the kitchen design?

  3. Why is cleanliness a vital factor?

  4. What do sanitation and safety require?

  5. What areas can there be in the kitchen?

  6. Who is the boss of the back of the house?

  7. What are his duties? Who may assist him?

  8. What are the responsibilities of cooks?

  9. Why are kitchen helpers important? What are their chores?

С.А. Воробьева Деловой английский для ресторанного бизнеса Unit 9 p.193-195

Food and Beverage in Hotels

    1. What does the food and beverage department include?

    2. What employees can work on the food and beverage staff?

Е.Г. Петрашевская УМР «Организация общественного питания на предприятиях размещения»

Room Service



  1. What is Room Service?

  2. How can meals be ordered from Room Service?




Е.Г. Петрашевская УМР «Организация общественного питания на предприятиях размещения»

Purchasing and Storage

  1. Who is in charge of doing purchasing in restaurants?

  2. What should the purchasing agent consider before doing purchasing of food?

  3. What foodstuffs do perishable foods include?

  4. What foodstuffs does the basic foods category include?

  5. Why are canned and frozen foods considered to be convenience foods?

  6. What storage areas are found in the restaurant kitchen?

С.А. Воробьева Деловой английский для ресторанного бизнеса Unit 10 p.213-215

Handling Complaints

  1. What is the commonest customer’s complaint?

  2. What things make the customer angry?

  3. What is the best way to handle a complaint?

  4. How is better to deal with more complicated matters?

С.А. Воробьева Деловой английский для ресторанного бизнеса Unit 12 p.250-251




  1. Методические рекомендации

Для подготовки к экзамену по дисциплине «Иностранный язык делового общения» рекомендуется:

  1. Освоить профессиональную лексику и терминологию по следующим темам (Приложение 1):

    1. Деятельность предприятия питания. Зал для посетителей

    2. Производственные помещения

    3. Система закупок и хранения продуктов питания

    4. Организация обслуживания на предприятии средства размещения

    5. Финансовые вопросы. Методы оплаты в сфере общественного питания

    6. Способы решения конфликтных ситуаций

    7. Основы деловой переписки

  2. Прочитать и перевести профессионально ориентированные тексты по вышеуказанной тематике из учебника Воробьева С.А. Деловой английский язык для ресторанного бизнеса. – М.: Филоматис, 2006. –

  3. Ответить на вопросы к текстам из учебника. (Приложение 2)

  4. Выполнить письменно следующие контрольные работы:

№ контрольной работы

Название темы

1.

Деятельность предприятия питания

2.

Организация обслуживания на предприятии средства размещения

3.

Способы решения конфликтных ситуаций

4.

Написание деловых писем




  1. Критерии оценок ответов экзаменуемых

«5» - «отлично», ставится за правильное понимание текста; за полное раскрытие устной темы, если при этом показаны хорошие навыки устной речи, знание профессиональной лексики, основных грамматических структур.

«4» - «хорошо» ставится за правильное понимание текста, кроме мелких подробностей, за полное раскрытие устной темы, с незначительными ошибками.

«3» - «удовлетворительно» ставится за общее понимание содержание текста и адекватные ответы на вопросы по тексту; за устное высказывание с неполным раскрытием темы и ошибками, не мешающими понять содержание сказанного;

«2» - «неудовлетворительно», ставится, если текст понят неправильно, ответы на вопросы были неадекватными; устная тема не раскрыта, ошибки не позволяют понять содержание высказывания.


Приложение 1

^ Лексико-терминологический минимум

для освоения дисциплины

«Иностранный язык делового общения»

Организация обслуживания в общественном питании


  1. Dining Room




  1. the front of the house




  1. the back of the house




  1. an area

  2. the kitchen




  1. storage

  2. a dining room

  3. a lounge

  4. merchandising




  1. space

  2. a serving stand

  3. turnover

  4. average

  5. a station

  6. a platter

  7. a serving stand

  8. a hostess




  1. a busser

  2. to supervise

  3. to run smoothly

  4. attentive

  5. the wants and needs

  6. income

  7. service charge

помещения для обслуживания потребителей

служебные, бытовые и технические помещения

зона, площадь

производство, производственные площади

складские помещения

зал для посетителей

холл для гостей

мерчандайзинг, деятельность предприятия питания по увеличению продаж продукции собственного производства

место, площадь

стойка обслуживания

товарооборот

средний

секция, участок, цех

поднос; большое плоское блюдо

стойка обслуживания

метрдотель, встречающий и рассаживающий гостей

помощник официанта

контролировать

работать бесперебойно

внимательный

потребности

доход

плата за обслуживание




  1. The Kitchen

  1. to prep




  1. a preparation area

  2. a station

  3. to run smoothly

  4. sauté

  5. to consider

consideration

  1. space

  2. to install

  3. utensils

  4. an oven

  5. a range




  1. to cut down on

  2. food spoilage

  3. waste

  4. sanitation

  5. security

  6. to require

  7. to remove

  8. cooking odours

  9. entry level

  10. selective

  11. to hire

  12. a team

  13. to purchase

  14. ranking below

  15. kitchen chores

подготавливать для дальнейшего использования

разделочный цех

участок, секция, цех (на кухне)

работать бесперебойно

припускать (способ приготовления)

рассматривать, обдумывать

вопрос для рассмотрения

место, площадь

устанавливать

кухонная утварь

кухонная плита

большая плита для профессионального приготовления блюд

сократить

порча продуктов

отходы

санитария

техника безопасности

требовать

удалять

запахи готовящейся еды

рассчитанный для начинающих

разборчивый

нанимать на работу

команда

закупать

рангом ниже

работы на кухне




  1. Purchasing and Storage

  1. to purchase

a purchasing agent

syn. a purchaser

  1. supplies

  2. to employ

  3. a market

  4. to consider

  5. perishable foods

  6. basic foods

  7. poultry

  8. an item

  9. canned foods

  10. convenience foods

  11. pre-cooked items

  12. to contain

  13. to reach

  14. to arrange

  15. a walk-in refrigerator

  16. a freezer

  17. a hook

  18. quality

  19. responsibility

  20. storage

  21. a storekeeper

  22. to maintain an inventory

  23. complicated

закупать

агент по закупкам


поставки

нанимать на работу

рынок

рассматривать

скоропортящиеся продукты

базовые продукты

домашняя птица

товар, изделие

консервы

продукты, готовые к употреблению

полуфабрикаты

содержать

достигать, дотянуться

расставлять

холодильная камера

морозильная камера

крючок

качество

ответственность

хранение

кладовщик

проводить инвентаризацию

сложный




  1. Food& Beverage Service

Vocabulary file (1)

  1. food and beverage service

  2. a busboy




  1. a captain

  2. hostess




  1. kitchen helper

  2. supplies

  3. premises

  4. sommelier




  1. a dishwasher

  2. to purchase

  3. income

  4. to derive

  5. to exceed

  6. to be leased

  7. space for storage

  8. a storekeeper

  9. catering department




  1. a function room

организация общественного питания

помощник официанта, убирающий грязную посуду

метрдотель

зд. cотрудница ресторана или кафе, встречающая и усаживающая гостей

помощник на кухне

поставки

недвижимость, здание

старший официант, заведующий винами

посудомойка

закупать, покупать

доход

извлекать, получать (доход)

превышать

сданный в аренду

место для хранения

кладовщик

отдел общественного питания, отдел обслуживания массовых мероприятий, отдел выездного обслуживания

комната для церемоний


Vocabulary file (2)

  1. a cocktail lounge

  2. a bartender

  3. pantry

  4. to fill out a slip

  5. a snack bar

  6. labour-intensive

  7. to meet the requirements

  8. courtesy

  9. to feature

  10. gourmet

  11. à la carte menu




  1. gueridon service




  1. ^ table d’hôte




  1. cutlery

  2. a trolley

  3. a tray

  4. demand for

коктейль-бар в холле

бармен

буфетная, сервизная

заполнить бланк (карточку)

закусочная

трудоемкий

отвечать требованиям

вежливость, учтивость

быть характерной чертой

гурман

меню «а ля карт» (ресторанное меню с указанием цены каждого блюда)

обслуживание у столика

(приготовление блюд непосредственно на виду у посетителей)

«табльдот» (общий обеденный стол, комплексный обед)

ножи и вилки

столик-каталка

поднос

спрос на




  1. Handling Complaints

    1. to handle a complaint

    syn. to deal with a complaint

    1. to value

    syn. appreciate

    1. to determine

    2. to maintain

    3. to irritate

    4. freebie

    5. a refund

    to make a refund

    1. complicated

    2. rude

    rudeness

    1. to call in sb.

    2. to accept

    3. solution

    4. a mix-up

    5. a claim

    to claim for

    1. expenses

    syn. costs

    1. properly

    2. to be satisfied

    3. to deduct

    4. to sue

    рассматривать жалобу


    ценить


    определять

    поддерживать

    раздражать

    «халява», что-то бесплатно

    возмещение ущерба, компенсация

    требовать компенсацию

    сложный

    грубый

    грубость

    позвать, пригласить

    принимать

    решение

    путаница, недоразумение

    претензия, требование

    требовать возмещения

    расходы


    должным образом

    быть удовлетворенным

    вычитать

    подать в суд; возбуждать дело



  2. ^ Writing Business Letters

Writing Business Letters

Деловое письмо международного образца имеет четкую структуру, определенный набор реквизитов и стандартное расположение каждого из них. Полный формуляр письма международного образца имеет следующий состав и расположение реквизитов:

  1. Заголовок (адрес отправителя)

  2. Номер документа

  3. Дата

  4. Специальные почтовые отметки

  5. Уведомление о конфиденциальности

  6. Адресат

  7. Указание на желательность ознакомления

  8. Обращение

  9. Заголовок к тексту

  10. Основной текст

  11. Завершение письма

  12. Подпись

  13. Пометка об исполнителях

  14. Приложение

  15. Копии письма

  16. Постскриптум

  1. Letter Head (Sender’s address)

  2. Reference

  3. Date

  4. Special mailing indication




  1. Confidential




  1. Inside address




  1. For the attention of




  1. Salutation




  1. Subject (Re.:)

  2. Body of the letter

  3. Close

  4. Signature

  5. Initials of persons in charge

  6. Enclosures

  7. Copies

  8. PostScript (P.S.)



Дата (Date)

Существует несколько способ написания даты. Варианты написания даты:

10 August 2012
10th August 2012
10th August, 2012
August 10, 2012
August 10th, 2012

При написании даты желательно не использовать сокращения или цифровые обозначения, так можно ошибиться в расшифровке даты. Дело в том, что в Великобритании и Америке даты пишутся по-разному. Так, дата 10.08.2012 в Англии обозначает 10 августа 2012 г., а в США 8 октября 2012 г. Лучше придерживаться какого-нибудь одного варианта из первого способа во всех своих письмах.


^ Обращение (Salutation)

Oбращение (приветствие), которое является также формой приветствия, помещается под внутренним адресом. Конкретная форма обращения зависит от адресата:

Dear Sir, (Уважаемый господин!) – при обращении к мужчине, имя которого вам неизвестно.

Dear Sirs, (Уважаемые господа!) – при обращении в организацию (фирму).

Gentlemen: (Господа!) – при обращении в организацию (фирму) в США

Dear Madam, (Уважаемая госпожа!) – при обращении к женщине (к замужней или незамужней), имя которой вам неизвестно.

^ Dear Sir or Madam, (Уважаемый/ая господин/госпожа!) – при обращении к человеку, имя и пол которого вам неизвестны.

Dear Mr (или Dr., Prof.) Smith – при обращении к человеку, фамилия которого вам известна.
^ Заключительная формула вежливости (Close)
Выбор заключительной формы вежливости зависит от вступительного обращения:

Dear Sirs

Yours faithfully/ Faithfully yours

Dear Sir

We are yours faithfully

^ Dear Sir/Madame

We remain yours faithfully

Dear Mr.

Yours sincerely

Dear Mrs.

Sincerely yours

^ Dear Madam

Yours very sincerely

Gentlemen

Yours truly/Truly yours/ Very truly yours


Стандартные выражения, употребляемые в деловых письмах
^ Общие фразы

Первый абзац письма

Thank you for your letter of (date), asking if…

Спасибо за письмо от (дата), в котором вы спрашиваете ...

We have received your letter of (date), enclosing…

Мы получили Ваше письмо от (дата), к которому вы прилагаете…

We are writing to enquire about…

Мы Вам пишем, чтобы узнать о…

We are interested in…

Мы заинтересованы в…

We would like to know…

Мы бы хотели знать…

In reply to your letter of (date)…

В ответ на Ваше письмо от (дата)…

We would like to inform you…

Мы бы хотели Вас проинформировать…

We are sorry to have to remind you…

Простите за то, что напоминаем Вам…

We regret to inform you that…

Сожалеем о том, что должны Вам сообщить, что…

We refer to your order №123…

Ссылаясь на Ваш заказ №123…

With reference to your letter…

Ссылаясь на Ваше письмо…

With reference to your advertisement in…

Ссылаясь на Вашу рекламу в…

We refer to our telephone conversation regarding…

Мы ссылаемся на наш телефонный разговор касательно…

Replying to your letter of … we are Pleased to inform you that…

Отвечая на Ваше письмо от…мы рады сообщить Вам, что…

In reply (response) to your letter of… we are pleased to inform you that…

В ответ на Ваше письмо от…мы рады сообщить Вам, что…

In accordance with your request we…

В соответствии с Вашим запросом мы…

We confirm our fax message received this morning…

Мы подтверждаем получение Вашего факса сегодня утром…

Confirming…we are pleased now to…

Подтверждая…, мы рады…

^ Второй и другие абзацы письма

May we remind you that…

 Позвольте напомнить Вам…

We wish to notify you that…

 Мы уведомляем Вас, что…

a) извинения

We apologise for…

Мы извиняемся за…

Please accept our apologies/apology for…

Пожалуйста, примите наши извинения за…

Please accept our apology and our assurance that we will be more careful in the future.

Пожалуйста, примите наши извинения и заверения в том, что в будущем мы будем более осмотрительны.

Apologising for… we…

Извиняясь за…, мы…

We very much regret to say that…

С большим сожалением мы сообщаем, что…

We are sorry for a delay…

Мы сожалеем о задержке…

We were sorry to receive your complaint…

С сожалением мы получили Вашу жалобу…

We hope you will understand that we were not responsible for…

Мы надеемся, что Вы понимаете, что мы не несем ответственности за…

We assure you that we do all we can to…

Заверяем вас, что мы делаем все возможное, чтобы…

b) выражение просьбы

Would/will you please, be so kind to…

Не будете ли Вы так любезны…

We would be pleased if you would…

Мы были бы рады, если бы Вы…

We should/shall be obliged (grateful) if you would/could…

Мы будем благодарны Вам, если Вы…

It will be appreciated if you can…

Мы высоко оценим, если Вы…

It would be appreciated if you would/could…

Мы были бы очень благодарны, если бы Вы смогли…

We would (very much) appreciate your advice…

Мы будем Вам (очень) благодарны за совет…

In view of the urgency we ask you to…

В виду необходимости мы просим Вас…

We trust you will…

Мы рассчитываем, что Вы…

с) упоминание о приложении к письму

We are enclosing/ we enclose…

Мы прилагаем…

I enclose my curriculum vitae…

Я прилагаю свое резюме…

We attach to this letter…

Мы прилагаем к этому письму…

Please find enclosed…

Пожалуйста, ознакомьте с приложенным…


^ Заключительный абзац

I look forward to receiving your reply.

С нетерпением жду Вашего ответа.

Looking forward to hearing from you.

С нетерпением жду от Вас письма.

I hope this information will help you.

Надеюсь, эта информация поможет Вам.

Please, do not hesitate to contact me if you need further information.

Если Вам нужна дальнейшая информация, пожалуйста, пишите нам без колебаний.

Please, feel free if you have any further questions.

Если у Вас есть какие-либо вопросы, пожалуйста, не стесняйтесь их задавать.

If there is any advice or further information you want we shall be happy to supply it.

Если Вы хотите получить какую-нибудь дополнительную информацию или совет, мы будем счастливы их Вам предоставить.

We would appreciate a prompt reply.

Будем признательны за Ваш незамедлительный ответ.

а) выражение благодарности

Thank you again for your help. We will be ready to serve you in every way possible

Еще раз спасибо за Вашу помощь. Будем рады помочь Вам всем, чем сможем

Thank you for your assistance

Спасибо за Вашу помощь

Many thanks for your earliest attention

Большое спасибо за Ваше внимание

We assure you of our best attention at all times

Заверяем Вас в нашей преданности

Best regards

С наилучшими пожеланиями




Приложение 2

^ Профессионально ориентированные тексты по темам программы

The Dining Room

Dining areas in the accommodations and foodservice industries include the front of the house, which the customer sees, and the back of the house, which only the staff sees.

In a restaurant, the back of the house consists of the kitchen, storage, and office areas. In the front of the house there are the dining room, waiting areas and lounges.

The front of the house gives the customer the first impression of the restaurant and is of great importance as a merchandising factor.

One of the most important things is the space provided for each guest. Enough space for the staff to work effectively is very important. Many restaurants also have enough space for serving stands.

Questions

  1. What is the difference between the front of the house and the back of the house?

  2. What does the back of the house consist of?

  3. What does the front of the house consist of?

  4. In what way is the appearance of a restaurant dining room an important factor in merchandising?

  5. How important is space in restaurants?


The turnover in a restaurant depends on the length of time the average customer occupies a place at a table. It varies according to the kind of restaurant, from a few minutes at a fast food establishment to two hours or more at a luxury restaurant. In some places there can be a turnover of as many as three or four persons per seat during a serving (breakfast, lunch or dinner), though a more usual rate is two per seat.

Questions

  1. What does the turnover in a restaurant depend on?

  2. What does the length of time the customer occupies depend on?

  3. What’s the rate of a turnover in a restaurant?


Another factor the owner or manager must decide on is the kind of table service. The three most often used styles are called French, Russian and American.

^ French service is often with two people serving each station. One takes drink and food orders, and the other takes the order to the kitchen and returns with the food on plates.

In French service there is often a final preparation – flaming a dish or serving a sauce – that takes place in the dining room.

^ Russian service is simpler than French because it requires only one person to take the order and serve the food. The food is brought from the kitchen on platters and set on a serving stand.

American service is faster than Russian: one person takes the order and does the serving. The food is placed on plates, not platters – in the kitchen and carried to a serving stand in the dining room.


Questions

  1. What kinds of services are there in restaurants?

  2. What is French service like?

  3. How is the food served in the Russian service?

  4. Why is the American service faster than the Russian one?


In addition to the waiters and waitresses, the personnel in the front of the house includes headwaiters or hostesses, bussers and cashiers. Not all restaurants employ all these people. In lower priced places the waiters and waitresses may set tables and clear them, without bussers.

The job of the headwaiter or hostess is to welcome and seat the guests when they arrive and to take reservations in restaurants. Sometimes the headwaiter or hostess also takes drink orders from the guests after they had been seated. Their most important job is to supervise the work of all personnel in the dining room so that everything runs smoothly. The headwaiter is also known as the captain or as the maître d’.


Questions

  1. Who is on the staff in the front of the house?

  2. What’s the job of the hostess?

  3. Who supervises the work of the wait staff?

Waiter and waitresses also play an important role in the total merchandising effort because they have more contact with the customers than any other restaurant employee. They must be attentive to the wants and needs of the guests, and they can explain items on the menu and make recommendations on the menu. The wait staff often gets the extra income from tips. In some countries the tip is added to the bill as a ten or fifteen percent service charge, in others the tip rate depends on the customer.

Questions

  1. What role do waiters and waitresses play in merchandising?

  2. What do they do?

  3. What extra income does the wait staff get?

  4. What does the tip rate depend on?

In Europe many waiters in luxury or tourist establishments receive training in restaurant schools. In some countries the training is usually given on the job.

Another group of dining room employees consists of the busboys or busgirls. Their duties include clearing tables, pouring water and serving bread and butter.

In some restaurants the bussers serve non-alcoholic beverages to the guests. When the guests leave, the bussers are responsible for resetting the table.

Questions

  1. Where do waiters get training?

  2. Who are bussers? What are their job responsibilities


Restaurant Kitchens

The kitchen is command central of any restaurant. It is where food gets delivered, prepped, cooked and plated before being served to customers.

The size, arrangement and equipment in the food preparation area depend on the number of meals and the kind of food the restaurant serves. It must include tables and counters where the chefs and their helpers can work and the necessary stoves or ranges on which the cooking is done.

Questions

  1. What kind of place is the restaurant kitchen?

  2. What does the size, arrangement and equipment in the food prep area depend on?

  3. What must it include?


Planning Your Restaurant Kitchen

Restaurant kitchens are made up of various stations. A station is the area where a certain type of food is prepared. Stations help keep a restaurant kitchen running smoothly. There are prep stations, sauté stations, pizza stations, salad stations. Depending on the size and style of your restaurant, you may have kitchen offices, locker rooms and washrooms.

Consider your restaurant menu when planning your kitchen. Do you have a lot of salads? Then a salad station will be ideal. A lot of grilled food? Then a larger grill will help get food out of the kitchen faster. Space is another important consideration. If your restaurant kitchen is going to be housed in a small space, that is going to limit your plans, as well.

Questions

  1. What is the kitchen made of?

  2. What is an area?

  3. What stations can be found in the restaurant kitchen?

  4. What does the number of stations depend on?

  5. What is another important consideration in the kitchen planning?

Stocking Your Restaurant Kitchen

Once you have planned your restaurant kitchen, next you need to install the right commercial equipment. You may need restaurant dishes, serving utensils and other small items. Larger pieces of equipment, such as commercial ovens, ranges or grills, should also be installed.

Questions

  1. What equipment should be installed in the kitchen?

Maintain Your Restaurant Kitchen

Among the important considerations in the design of restaurant kitchens are sanitation and safety. Cleanliness is a very important factor in the operation of any restaurant.

Both sanitation and safety require frequent cleaning of the equipment and washing down of the entire area.

Once you are open for business, your restaurant kitchen will always be busy so it is important to have plan for keeping it in clean, smooth running order. Create a daily, weekly, monthly and yearly kitchen cleaning list that outlines everything that needs to be taken care of. Regular cleaning of a restaurant kitchen can also help cut down on food spoilage and waste, saving you money.

Another necessity in a well-planned kitchen is good ventilation. This should be included in the design when the kitchen is planned. The ventilation system should be capable to remove hot air and cooking odours.

Questions

  1. What factor is very important in the operation of the kitchen?

  2. What role does the regular cleaning play in the smooth running operation?

  3. What does the cleaning list outline?

  4. What can regular cleaning help cut down on?

  5. What else should be included in the design of the kitchen?

Staff Your Restaurant Kitchen

The most important part of any restaurant kitchen is the people who work in it. Finding the right person for the right kitchen job is essential for a smooth running restaurant. While many jobs in a restaurant kitchen are perfect entry level positions, such as dishwasher or prep cook, others require years of experience. Be selective when hiring restaurant cooks, chefs and managers. Look for people who not only know how to cook but can also work as part of a team.

The boss of the back of the house is the chef who is always the head cook and may sometimes take charge of menu planning and purchasing. In some cases he or she is more manager than cook and is called an executive chef. In larger establishments there may be several specialty chefs – a sauce chef, a vegetable chef, a dessert chef, a baker.

Ranking below the chefs are the cooks. Cooks get orders ready for the waiters and prepare dishes such as grilled steaks that are cooked at the last minute. Most restaurants also employ one or more kitchen helpers whose duties include cutting vegetables, stirring, cleaning and other such chores. The helpers are to the kitchen what the bussers are to dining room.

Another job that must be performed continually in a kitchen is washing dishes and pots. The dish and potwashing area should be located so that it is accessible from both the dining room and the kitchen. Bussers bring dirty dishes to the dishwashers who separate dishes from silver from glassware.

Not all restaurants employ a kitchen staff this large. A small establishment may need only a chef and a helper to do the dishwashing.

Questions

  1. What is the most important part of any restaurant kitchen?

  2. What entry level positions can be offered to inexperienced workers?

  3. Why should the restaurant owner be selective when hiring the kitchen staff?

  4. Who is the boss of the back of the house?

  5. What is the head chef responsible for?

  6. What specialty chefs can be found in the restaurant kitchen?

  7. Who is ranking below the chefs?

  8. What are the cooks’ duties?

  9. What other jobs are there in the restaurant kitchen?


Purchasing and storage

Purchasing of food, supplies and equipment is very important for success of a restaurant. Usually the purchasing is done by the manager or chef. Large establishments may employ one or two purchasing agents.

The food buyer must work closely with the menu planner. Most restaurants do their food buying on the open market.

There are different categories of foodstuffs for the purchasing agent to consider. The largest and most important is perishable foods: these include meat poultry, fish, fresh vegetables and fresh fruits.

Another category includes basic foods such as rice, sugar, spices and other items.

Canned and frozen foods are convenience foods because they are ready to serve with a minimum amount of preparation. Other convenience foods are pre-cooked bakery items such as bread, pies, and cakes. Frozen foods have become so important in recent years that many restaurants use vegetables frozen rather than fresh or canned.

Most restaurants have two kinds of storage areas for food: dry storage and refrigerator freezer. The dry storage usually contains shelves on which items are arranged so that the foods most often used are the easiest to reach.

The size of the refrigerator depends on the size of the restaurant. Large restaurants usually have walk-in refrigerators or a refrigerated room. They are equipped with hooks from which cuts of meat are hung, as well as shelves for holding items such as eggs, butter and milk. The usual temperature for a restaurant refrigerator is just above the freezing point. A freezer may be included in the refrigerator or may be a separate unit.

The freezer and refrigerator, like everything else in the restaurant, should be often cleaned.

Checking on the quality of the foodstuffs is usually the responsibility of the chef, dietitian or another expert. In many restaurants there is a storekeeper or steward, though in smaller restaurants the chef or an assistant chef may do this work. One of the duties of the storekeeper is to maintain an inventory or count of all items in the storeroom.

A restaurant operation is complicated and good systems for purchasing, receiving and storage are necessary.

Questions

  1. What is very important for the success of a restaurant?

  2. Who is responsible for purchasing in a restaurant?

  3. Who must the food buyer work closely with?

  4. Where do most of the restaurants do the buying?

  5. What foodstuffs do perishable foods include?

  6. What foodstuffs do basic foods include?

  7. Why are canned and frozen foods considered convenience foods?

  8. What kinds of storage areas are used in restaurants?

  9. In what way are shelves usually arranged in the dry storage?

  10. What does the size of the refrigerator depend on?

  11. What kinds of refrigerators are installed in large restaurants?

  12. What are they equipped with?

  13. What is the usual temperature for a restaurant refrigerator?

  14. Where can freezers be located?

  15. Who is responsible for checking on the quality of foodstuffs in restaurants?

  16. What is one of the duties of the storekeeper?

  17. What is necessary for a restaurant operation?


Food and Beverage Service in Hotels

  1. Food and Beverage Department – Restaurants

Every modern hotel offers some form of food and beverage service. In some, facilities are available only for a continental breakfast – that is, a light meal of bread or rolls and coffee – while others have a small coffee shop or restaurant on the premises.

Large hotels, including the more luxurious resort hotels, usually offer a great variety of restaurants and bars for their guests to choose from. They are very luxurious restaurants, formal luxury restaurants, informal restaurants, coffee-shops, snack-bars, fast-food restaurants, night clubs and bars. The restaurants may have different price ranges and/or different menus.

The super deluxe and deluxe hotels have a wide range of restaurants and bars of different types and cuisines. At least one of them is open round the clock. Other hotels may have just one restaurant, one coffee-shop and one bar. Besides, all expensive hotels have a round-the-clock room service which is a hotel arrangement when food and drinks are served into a guest’s room.

Food and beverage service is a major factor in hotel operation. In some large hotels, the income derived from this source actually exceeds income from room rentals. The food and beverage income in many hotels is increased by providing service for banquets and conventions.

The food and beverage manager is a key member of the management staff. He has the overall responsibility for planning the food and drink operation and purchasing the hundreds of items that are necessary for the restaurants and bars. Because food can spoil quickly, ordering supplies is a daily activity. In a very large establishment, two people may be assigned to the task, one to order food and the other to order wines and spirits. The food and beverage manager’s staff may also include a storekeeper who stores food and beverages and kitchen supplies.

The kitchen itself is almost a separate kingdom within the hotel. The head cook or chef is the boss. The chef is responsible for planning the menus and for supervising the work of the other chefs and cooks.

Depending on the size of the establishments, several assistant chefs report to the chef. These include a sauce chef, a salad chef, a vegetable chef and so on. Under the supervision of the chefs are the cooks who actually cook food and place it on the plates for waiters to pick it up. Under the cook’s supervision are the kitchen helpers who peel potatoes, cut up vegetables and bring food from the store room to the kitchen. The kitchen staff also includes dishwashers.

In the restaurant as well as in the kitchen, there are also different kinds of jobs. The person who seats the guests is called captain or maitre d’ or a hostess if a woman. The meals are served by waiters or waitresses. Most restaurants also employ busboys who pour water, clear and set tables and perform other similar chores. In a restaurant there is often an employee called the wine steward or sommelier, who takes orders for wines and other alcoholic drinks. Finally, there are cashiers who receive payment or signed bills from the guests. When the guest puts his restaurant bill on his hotel account, this information must be passed along to the accounting office as quickly as possible.

The catering department is also very important for the hotel operation. It is in charge of handling all kinds of banquets. The catering department deals with a banquet, a reception, a presentation, a convention or an exhibition. It serves refreshments during meetings, between seminars and arranges tea and coffee breaks. The catering department has got special function rooms with facilities to seat any number of participants and to arrange the tables in any order.

Questions

  1. What food and beverage facilities are there in hotels?

  2. Why is the food and beverage service a major factor in hotel operation?

  3. Why is the food and beverage manager a key member of the management staff? What is his overall responsibility?

  4. What employees are on staff in the Food & Beverage Department?

  5. Who is the head of the kitchen staff? What is he responsible for?

  6. What are the duties of the captain in a restaurant?

  7. What are the duties of the waiters and waitresses?

  8. Who performs chores such as clearing and setting tables?

  9. Who takes orders for wine and other drinks in some restaurants?

  10. What do the cashiers in the restaurant do?

  11. What is the catering department in charge of?

  1. Food & Beverage Department – Bars and Room Service

In addition to a restaurant, most hotels also have a bar or cocktail lounge where drinks are served. Bartenders mix drinks and serve them to the customers at the bar. In a very busy bar, one bartender may fill orders only for the waiters while others take care of the guests at the bar. The bar or cocktail lounge may also offer food service. Fast food, such as sandwiches or hamburgers, is customary.

Providing meals and drinks in the guests’ rooms is another service extended by most hotels. Room service is ordered by telephone from a menu that is placed in each room.

Room service in most hotels closes down at the same time the kitchen does, normally between ten o’clock and midnight. Some luxury hotels have small kitchens or pantries on each floor that are used either for warming food or preparing breakfasts.

More room service orders are for breakfasts than for any other meal. In some hotels, the guest can order breakfast before he goes to bed by filling out a slip which he leaves outside the door. The meal is then served at the time the guest has specified. The bill can be paid immediately or posted to the guest’s account which is settled on checking out.

One food and beverage facility that is often not connected with the main hotel kitchen is the snack bar. The snack-bar is a small unit that provides fast-order foods and drink service to guests who are using the hotel’s swimming pool or some other recreational facility. Snack bars are a prominent feature of a resort hotel. Where the recreational facilities are in great demand, the snack bar often has its own staff of cooks and waiters and waitresses.

Hotels generally employ a large number of workers in proportion to the number of guests; this is especially true in the food and beverage department. The restaurant business as a whole is one of the most labour-intensive. Much of the activity in connection with food and beverage service is invisible to the guests, but many employees in the department have frequent contact with them. These especially include the dining room and room service personnel. They must meet the same requirements of hospitality and courtesy as all the other employees who deal with the hotel guests.

Questions

  1. What are some of the jobs in the bar and cocktail lounge of a hotel?

  2. How does food service in a hotel bar usually differ from food service in the restaurant?

  3. What is involved in providing hotel room service?

  4. What meal is most frequently ordered from room service? How can this meal be ordered in some hotels?

  5. What kind of food and beverage facility is often not connected with the main kitchen? What kind of food and beverage service does it provide?

  6. Does the hotel food and beverage department employ a large or small number of employees?

  7. Which employees of the food and beverage department have frequent contact with the guests? What requirements should they meet?


^ Handling Complaints

Text 1

How to Handle Customer Complaints

No matter how hard you try, things can go wrong once in a while. Food gets burned, orders get forgotten in the middle of a dinner rush, or new servers simply forget all their training. No matter the reason for the complaint, the important thing is to try and please the customer and send them home knowing that, yes there was a problem, but it is not typical of your establishment. Let them know that you, the owner, value their comments and their business.

How you handle customer complaints will determine if the customer comes back to your restaurant. Here are some tips to help you deal with your next complaint and send your customer home with a smile.

Listen- Listen to what the customer has to say. Even if you can’t solve the problem, you still need to listen. For example, perhaps a customer is displeased because there is a waiting line.

^ Body Language - The way you stand and look at a customer can speak more than words. Maintain eye contact and don’t cross your arms over your chest, if you are feeling angry. Nod and smile, no matter how irritated you may feel. This shows you value their opinion and their business.

Apologize - Remember that customer who was so upset over the long waiting line? Offer an apology. “I understand that you are not happy about the wait, sir, but we are working as fast as we can to get you a table. We really appreciate your patience and willingness to wait. Perhaps you would like to have a drink at the bar until your table is ready.” You demonstrate that you completely understand how they feel and are working hard on a solution.

Freebies - If a customer has a problem, such as an overcooked steak, the best thing to do is to apologize and to offer them some sort of compensation. Here are some quick freebies that you can give customers that won’t cost you much money:

•Free round of drinks
• Free dessert
• Gift certificate for a future visit
• Merchandise, such as a beer glass or tee-shirt
• Take a certain percent off their meal

Text 2

The commonest complaint in the restaurant is about staff who are rude or unhelpful, usually because they know little about the product they are selling. The second thing that makes the customer angry is having to wait too long to be served.

If the customer’s complaint isn’t dealt with properly, the customer will not be back. But if the restaurant staff listen politely, check the problem and then offer a refund with an apology if needed, the customer will remain the restaurant’s client.

Some problems are more complicated, such as about staff rudeness, a supervisor or a manager is usually called in. Sometimes the matter cannot be solved because the customer refuses to listen or to accept the offered solution.

Below are examples of the sort of things that can go wrong when you are eating out.

Situation 1

I decided to take parents to lunch. When we arrived at the restaurant there had been a mix-up over the booking. The manager said there were no vacant tables.

If you have made a reservation, a restaurant must give you a table when you arrive. If they don’t, then you can claim travelling expenses and other costs you had as a result.

Situation 2

At a meal recently, my chicken wasn’t properly cooked.

A restaurant must prepare and serve food with reasonable care and skill. If this isn’t the case, stop eating and tell the waiter. If you are not satisfied you can deduct a reasonable sum of from the bill – in this case, the cost of your chicken, for example.

Situation 3

I went to the cinema with friends and booked a table for a meal afterwards. The film finished a lot later than I thought – so we decided to forget the meal and go straight home. The restaurant now says it will sue.

When you book a table, you are making a contract with the restaurant: they have to provide a table and you have to arrive at or near the agreed time. If you are very late, or if you don’t arrive at all, the restaurant can sue you. If your plans change, tell the restaurant straight away.

Questions

  1. What is the commonest complaint?

  2. What other things make the customer angry?

  3. What is the best way to handle a complaint?

  4. In what way is the restaurant manager called in?

  5. What was the problem in situation one?

  6. How did the manager try to solve the matter? Was he right? Why not?

  7. What can the customer claim?

  8. How can the situation two be handled?

  9. How can the customer be refunded in that case?

  10. Why did the restaurant decide to sue in situation four?

  11. What are the regulations for that sort of situations?

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