FOOD AND BEVERAGE SERVICE PROFESSIONAL - …stream.lobsterink.com/legacy/hallmark/food_and_beverage_service... · Food and Beverage Service Professional Training Manual & Workbook

4 LEVEL

4.1 Aperitifs, Digestifs and Cigar Service4.1.1 Introducing Aperitifs

4.1.2 Introducing Digestifs

4.1.3 Cigar Service

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4.2 Wine Service4.2.1 Taking a Wine Order

4.2.2 Presenting the Wine

4.2.3 Opening a Bottle of Wine

4.2.4 The Three Methods of Opening

Wine

4.2.5 Serving Wine

4.2.6 Understanding Decanting

4.2.7 Understanding Old Wine

4.2.8 How to Decant Wine

4.2.9 Tips for Decanting

4.2.10 Wine by the Glass

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4.3 Sparkling Wine Service4.3.1 Understanding Sparkling Wine

4.3.2 Taking an Order and

Presenting Sparkling Wine

4.3.3 Opening and Serving

Sparkling Wine

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4.4 Coffee and Tea Service4.4.1 Coffee Service

4.4.2 Teas and Tea Service

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FOOD AND BEVERAGE SERVICE PROFESSIONAL Training Manual & Workbook

© Copyright Lobster International S.A. 2015. All rights reserved.

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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook

4.1.1 INTRODUCING APERITIFS

Aperitifs are designed to stimulate the appetite, and mark the beginning of the dining

experience.

How to recommend aperitifs

1) Match the time of day to the aperitif:

Breakfast Kir RoyaleLunch Bloody MaryDinner Pimm’s No.1

2) True or false?

Aperitifs mark the end of the dining experience.

3) Fill in the missing words:

Aperitifs are designed to __________________________________________________

________________________.

Breakfast aperitifs include the Bloody Mary and the Mimosa (fresh orange juice with Champagne) Non-alcoholic, breakfast aperitifs include Earl Grey or Jasmine tea.

Lunch aperitifs include gin and tonic, a beer

shandy, a Pimm’s No. 1 and sparkling wine.

Dinner aperitifs include the Kir Royale, gin and tonic, Martini and Campari Orange.

True False

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Digestifs are designed to aid digestion, and mark the end of the dining experience.

4.1.2 INTRODUCING DIGESTIFS

• Amaretto – almond

• Frangelico – hazelnut

• Nachtmusik – chocolate

• Kahlua – coffee

• Drambuie – sweet honey

• Jägermeister – herbal

• Cointreau – orange

• Galliano – aniseed and vanilla

• Vodka

• Schnapps

• Sambuca

• Grappa

• Bourbon

• Aged tequila (either añejo or reposado)

• Irish Whiskey and Scotch whisky

• Cognac and brandy

• Armagnac

Liqueurs

Un-aged Spirits

Aged Spirits

1) Digestifs are generally divided into three types:

A. ___________

B. _______________ Spirits

C. _________ Spirits

2) True or false?

Vodka is an aged spirit.

3) True or false?

Frangelico is a liqueur.


Digestifs are designed to _____________________, and mark the _______ of the dining

experience.

True

True

False

False

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4.1.3 CIGAR SERVICE

The Cigar Ritual

Cigars differ from cigarettes in two ways:a. Cigars take longer to smoke.b. Cigar smoke is more pungent than cigarette smoke.

a. A lined tray b. Cigar cutters c. A service cloth

d. Cedarwoode. A lighterf. An ashtray

When preparing a cigar for a Guest, you will need the following:

You don’t need to clean the ashtray as often as you would with cigarettes.

1) Complete the steps for preparing a cigar:

Open the container and use a ___________________ to place it on a ____________________.

Prepare the tray with a lighter, ________________, ______________, and a _____________________________.

Present the cigar to the Guest.

2) Cigars differ from cigarettes in two ways:

A. _____________________________________________________________

B. _____________________________________________________________


The items you will need for preparing a cigar are:

A. ___________________

B. ___________________

C. ___________________

D. ___________________

E. ___________________

F. ___________________

Step 1: Open the cigar container back of house. Use a service cloth to place it on a lined tray.

Step 2: Prepare the tray with a lighter, cedarwood, ashtray and a cutter. If there is no cedarwood, use a lighter.

Step 3: Present the Guest with their cigar.

Step 1: Cut the cigar. Step 2: Light the cigar with cedar wood.

tip

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1. Present the wine list alongside the food menus. The person who takes the wine list is the host. 2. Make a suggestion of a good wine for an aperitif. 3. Take the order standing to the right of the host. Confirm by repeating the name of the wine. With red wines that are 10 years or older, ask the host whether they would like the wine decanted.4. Bring the correct glassware to the table, as well as the under-liners and decanters.5. Set up an ice bucket if your Guests ordered sparkling, white or rosé wine.

4.2.1 TAKING A WINE ORDER

Step 1: Fetch a clean, polished ice bucket.

Step 3: Fill to one quarter of the way up with water.

Step 2: Fill the bucket with ice.

Step 4: Place the ice bucket alongside the Guests’ table, covering the top with a service cloth.

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1) Complete the steps for taking a wine order:

Present _______________ to your Guests.

________________ a good bottle or glass of wine.

Take the order standing ________________ of the host.

Bring the correct _______________ to the table.

If your Guests order sparkling, white, or rosé wine, set up

_____________________.

2) True or false?

Confirm the order by confirming the price of the wine with the host.


In the case of red wines which are more than ten years old, you should ask the host

whether they would like the wine _____________________.

True False

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1) Complete the steps for presenting wine to the Guest:

Hold the bottle resting on _____________________________________, and

display ___________________ clearly for the host.

Announce the producers name, the ____________, and the _______________.

Open the wine and ask if ____________ would like to taste.

2) True or false?

When the wine is finished you can remove the bottle and the glasses.


When you approach the table to present the wine, make sure you have _______________

______________, and a _________________________________.

4.2.2 PRESENTING THE WINE

Step 1: Hold the bottle, resting the base on your hand. Display the label for the host.

Step 2: Announce the producer’s name, the cultivar and the vintage.

Step 3: Open the wine, asking if the host would like to taste. Pour for all Guests, finishing with the host

Get the wine from the wine storage area.

Make sure you have a wine opener and a clean service

cloth.Present the bottle to the Guest who ordered it –

usually the host.

When the bottle of wine is finished, offer the host the choice of ordering another bottle of the same wine, or a different bottle. If the Guests would like a different wine, bring them the wine list and new glassware.

Always ask a Guest before taking their wine glass away.

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True False

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4.2.3 OPENING A BOTTLE OF WINE

Ensure you have a waiter’s friend and a clean service cloth.

Insert the corkscrew straight into the cork.

Hold the bottle resting the base on your hand with the label clearly displayed.

Clamp the lever of the opener onto the rim of the bottle.

Wipe the top of the cork.

Use your service cloth to gently ease the cork out the rest of the way.

Hold the bottle by the neck with your service cloth.

Place the bottle on an under-liner. Remove the cork from the corkscrew and present it to the Guest on a small tray or coaster.

Use the knife on your opener to cut the foil at the top of the bottle.

Use the other end of the opener to pull the cork until it is almost out.

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1) Complete the steps for opening a bottle of wine:

Ensure that you have _________________________ and a clean

___________________________________.

Hold the bottle, resting the base _____________________________________.

Cut the ___________ at the top of the bottle.

Wipe ___________________________________.

Hold the bottle ___________________________________________________.

Insert the corkscrew __________________ into the cork.

Clamp the lever of the opener onto _________________________.

Use the other end of the opener to ___________________________________.

Use your service cloth to ___________________________________________.

Place the bottle of wine on an underliner, and present

________________________________________ on a coaster.

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4.2.4 THE THREE METHODS OF OPENING WINE

1) Complete the following sentence:

The ‘in-hand’ method is good to use if ________________________________________.

2) Complete the following sentence:

The ‘on-table’ method is good to use because ________________________________.

3) Match the method to its description:

The ‘in-hand’ method The bottle is opened on an underliner, on the table or at a side station.

The ‘on-table’ method Opening the bottle away from the body, or in the air, without the bottle ever touching the table or any other surface.

The ‘in ice-bucket’ method The bottle is opened in the ice-bucket.

‘In-hand’ method means opening the bottle away from the body, or in the air, without the bottle ever touching the table or any other surface. This is a good method if there is very little space around the table.

‘On table’ method means the bottle is opened on an underliner, on the guest’s table or at a side station. The label should always stay facing the host. With enough space at the table, this is a good method as it lessens the chance of dropping the bottle.

‘In ice-bucket’ method is used when serving a white or sparkling wine. The bottle is opened in the ice-bucket.

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4.2.5 SERVING WINE

Pour a taster of about 30 ml for the host, and wait for them to indicate that the wine is satisfactory.

Fill the glasses to between a third and half full.

If the host approves, you can fill the other glasses, starting with ladies, moving clockwise around the table.

• Ensure that the label is facing the Guest.• Never allow the bottle to touch the rim

of the glass.• Sparkling or white wine should be

placed in an ice bucket. • Red wine should be placed on the table,

and it must always be on an under-liner.

1) Complete the steps for serving wine:

Pour a taster of about ____ ml for the host, and wait for the host to indicate _____________________________________.

If the host approves, fill the glasses, starting with _____________ and moving _________________, around the table. Fill the glasses _______________________________________________.

2) True or false?

The label must always face the Guest.

3) True or false?

Rest the bottle on the rim of the glass when you are pouring.


Sparkling or white wine should be placed in _____________________, whereas red wine

should be placed _________________________, on an underliner.

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True

False

False

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4.2.6 UNDERSTANDING DECANTING

1) Explain the different reasons for decanting younger and older wines:

1. Decanting younger wines allows the wine to come into contact with oxygen and

______________.

2. Decanting older wines allows the wine to __________________________________

______________________ which settles at the bottom of the bottle.


The items you will need for decanting are:

A _______________ cart.

A _________________ basket.

Three ___________________.

A _______________ with a built-in _________.

______________ to wipe the bottle.

A ____________, and a lighter to light it.

A ______________.

Decanting wine simply means to transfer wine from the bottle into a wine decanter. Decanting younger wines allows the wine to ‘breathe’.Decanting older wines allows the wine to separate from a fine layer of sediment or particles which settle at the bottom of the bottle.

Equipment used for decanting:

• A service cart, or wine station.• A decanting basket.• Three under-liners on which to place the bottle, decanter and cork.• A corkscrew with a built-in knife.• Service cloths and waiter’s hand to wipe the bottle and catch drops while

pouring.• A candle, and a lighter.• A decanter.

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4.2.7 UNDERSTANDING OLD WINE

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4.2.7 UNDERSTANDING OLD WINE

If the wine has been stored with the label facing down, do not turn it around. Place it in the decanting basket as is, and

explain to the Guest why the label is not facing up.

Handling old wines

Be gentle. If the bottle moves too much the sediment will get mixed with the wine.

1) Complete the steps for using a decanting basket:

Line your decanting basket with ________________________.

_____________________ in the cellar.

Slowly remove the bottle, keeping it _____________________________.

Slowly manoeuvre the decanting basket ___________________________.

Gently take the bottle of wine _______________________________ to your service cart.

2) True or false?

If an old bottle of wine has been stored with the label facing down, you should turn it around so that the label faces the Guest.

3) True or false?

If the bottle moves too much, the sediment will become mixed with the wine.

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True

True

False

False

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4.2.8 HOW TO DECANT WINE

1. Fetch the wine and bring it up to your service cart. Light your candle.

2. Present the wine to the host in the decanting basket.

3. Opening the wine:a) If the angle of the bottle in the decanting basket is too low, use a service cloth to prop it up.b) Remove the foil at the second ridge.c) Wipe the lip of the bottle with a clean service cloth.d) Extract the cork, keeping the bottle as still as possible.e) Present the cork on an underliner to the Guest for inspection.f) Wipe the lip of the bottle again.

4. Pouring into the decanter:

5. Serve the wine:Pour a taster for the host. Ask if they would like you to leave the decanter and bottle on the table.

1) True or false?

You should stop pouring into the decanter as soon as you see any sediment.

2) True or false?

The candle should illuminate the base of the bottle.

3) Put the steps in the correct order:

Step __ Remove the foil as cleanly as possible at the second ridge.

Step __ Wipe the lip of the bottle with a clean service cloth.

Step __ If the angle of the bottle in the decanting basket is too low, use a

service cloth to prop it up.

Step __ Carefully extract the cork, keeping the bottle as still possible.

Step __ Wipe the lip of the bottle again to remove any bits of cork.

Step __ Place the cork on an underliner and present it to the Guest for inspection.

True

True

False

False

Ensure you have a waiter’s friend and a clean service cloth.

The light from the candle should illuminate the neck of the bottle allowing you to see the sediment before it goes into the decanter.

With your other hand hold the decanter by the neck.

Stop pouring as soon as you see any sediment.

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4.2.9 TIPS FOR DECANTING

1) True or false?

Young wines should be served directly after it is decanted.


If your Guest brings their own wine, and the bottle is more than 10 years old, you should

_______________________________________________________.


If your Guest brings their own wine, you should ask _______________________________

_________________________________________.

True False

If wine is left in the decanter too long, much of the flavour and complexity will fade.

Decanting young red wines will remove their astringency.When you see that a Guest has brought their own wine, you should always ask how they would like it served.If the wine is ten years or older, follow the steps to decanting an old bottle of wine.

If it is a young wine ask if the wine can be decanted immediately.

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4.2.10 WINE BY THE GLASS

When the Guests have finished their first glass of wine, ask them whether they would like another.

The best way to up-sell another glass of wine is with a question that does not ask for a ‘yes’ or ‘no’ answer.

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1) Put the steps in the correct order:

Step __ Take the order, ensuring that you know which wines your establishment offers by the glass.

Step __ Serve the wine.

Step __ Present the wine.

Step __ Fetch the wine, a carafe, and the correct glassware.

2) True or false?

The best way to up-sell another glass of wine is by asking questions which require a ‘yes’ or ‘no’ answer.


A small standard glass is ________ ml, and a large standard glass is ________ ml.

True False

Serve the wine. Small standard glass (175 ml). Large standard glass (250 ml).

Fetch the wine, a carafe, and the correct glassware.

Present the bottle.

Take the order. Ensure that you know beforehand which wines are served by the glass.

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4.3.1 UNDERSTANDING SPARKLING WINE

The bubbles create pressure in the bottle, so it must be opened slowly.

The cork is mushroom-shaped and has a wire cage over it called a muselet, as well as foil.

Champagne and Method Cap Classique undergo a special fermentation process, which causes bubbles to develop once bottled. Champagne is the name reserved for wines

like this from the French wine region, Champagne. Because no producer outside of this region may use that name, other names such as Method Cap Classique, Cava, Sekt, and

Prosecco are used.

Sparkling wine and Champagne often mark special occasions, like an anniversary or wedding celebration.Sparkling wine and Champagne are often served as an aperitif.

Sparkling wine is a term loosely used to refer to Champagne, Method Cap Classique, and sparkling wine.

Sparkling wine has been injected with carbon dioxide to give it bubbles or fizz.


Sparkling wine and Champagne often mark special occasions, like ___________________

or _______________________.

2) True or false?

Champagne is often served as a digestif.

3) True or false?

Sparkling wine has been injected with carbon dioxide, which gives it bubbles or fizz.


Other names for Champagne, which is not from the Champagne appellation in France, are

Cava, Method ____ __________, Sekt, and ________________.

True

True

False

False

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4.3.2 TAKING AN ORDER AND PRESENTING SPARKLING WINE

1) What is the waiter in this image doing?

_____________________________________________________.

2) Complete the steps for taking a sparkling wine order:

Take the order by repeating _________________ and ___________________.

Set up _______________________ within reach of the host.

Fetch the correct ________________________________.

Dress the bottle with a ______________ and a ___________________.

3) Number the steps for tying a neck-tie:

Step __ Place a service cloth flat on a surface with the hems facing upwards.

Step __ Fold the cloth in half again.

Step __ Create a loop that will go around the neck of the bottle.

Step __ Slip the loop over the neck of the bottle, with the long end hanging down

the back of the bottle.

Step __ Fold the edges of the cloth towards the middle, and then in half again.

4.3.3 OPENING AND SERVING SPARKLING WINE

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• To take the order repeat the name and vintage.

• Set up an ice bucket within reach of the host.

• Fetch the correct glassware.• Dress the bottle with a neck

tie or a jacket.

b) The Jacket:

Step 1: Fold the edges of the service cloth towards the middle, and in half again.Step 2: Wrap the jacket around the bottle, with the cloth overlapping on the label, so that when you ‘unwrap’ it, the label will be open and facing the Guest.

a) The Neck Tie:

Place a service cloth flat on a surface, hems facing upwards.

Create a loop that will go around the neck of the bottle.

Fold the edges towards the middle, and then in half again.

Slip the loop over the neck of the bottle, with the long end hanging down the back.

Fold the cloth in half again.

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4.3.3 OPENING AND SERVING SPARKLING WINE

1) Complete the steps for opening a bottle of sparkling wine:

Never ________________________________________.

Cut the foil at the bottom of ________________________.

Place a service cloth _____________________________.

Place your thumb on top of the cork and press down to prevent the cork from ___ ________________________________________.

Unscrew __________________, but do not remove it.

Slowly twist the bottle, holding the bottle at a _____ degree angle.

Slowly remove the cork, releasing it ___________________.

Place the bottle _____________________________.

2) True or false?

You should fill glasses to the brim.

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True False

Never point the bottle at a person.

Unscrew the wire cage.

Cut the foil neatly at the bottom of the wire cage.

Slowly twist the bottle with your other hand, holding it at a 45 degree angle.

Place a service cloth over the top of the bottle.

Slowly remove the cork, releasing it without a sound.

Place your thumb on the cork to prevent the cork from popping out too quickly.

Place the bottle in the ice bucket. Present the cork on an underliner.

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Move the neck tie so that the tail is to the right of the label. Hold the neck tie between your thumb and index finger, and place your other three fingers underneath the bottle.

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• Coffee is served after a meal, or with breakfast.• When you take the Guests’ dessert orders, offer them coffee.• Some Guests may prefer decaffeinated coffee.

Taking a Coffee Order:

a) Recommend the coffee.b) Ask what type of coffee they prefer e.g. cappuccino.c) With americano or filter coffee, ask if they would like hot or cold milk.d) Set up the tray back of house, with the coffees, milk jug and sugar.e) Ask a colleague to hold the tray while you place the coffees on the table.

4.4.1 COFFEE SERVICE 4.4.2 TEA SERVICE

Espresso

Flat white

Americano

Latte Macchiato

Cappuccino

1) Complete the list of different coffee recipes:

Espresso

A_____________

M______________

Flat white

C_______________

Latte

2) True or false?

Coffee orders should be taken when the main course is served.


With americano or filter coffee, you need to ask your Guest if they would like _____ or

_____ ___________.

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True False

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4.4.2 TEA SERVICE

1) Complete the steps for setting up and delivering tea service:

Set up the tray with the _____________ in the middle.

Place the milk, sugar, saucers, and teaspoons, with the handles pointing ____________________________________________________________.

When delivering the tea, place ____________________ on the table first.

Inform the Guest ____________________________________________.

2) Circle the correct answer:

Loose leaf teas are served with a strainer / a stirrer.

3) Fill in the missing word:

Glass teapots have an ______________ built in.

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There are hundreds of varieties, but the most common teas are:

• black tea• green tea• oolong tea• white tea

With a standard teapot, the loose leaves or tea bags are placed in the pot and water is added.

Set up the tray with the teapot in the middle. Place the milk, sugar, saucers, cups and teaspoons, with the handles pointing in the same direction as the cup’s handle.

Glass teapots have an infuser built in.

Different types of tea have different flavours and caffeine levels.Teas can be in a loose leaf form or in a bag.Loose leaf teas are served with a strainer.Teas are steeped for different lengths of time, depending on the type.

Inform the Guest how long the tea has been steeping for.

FOOD AND BEVERAGE SERVICE PROFESSIONAL - …stream.lobsterink.com/legacy/hallmark/food_and_beverage_service... · Food and Beverage Service Professional Training Manual & Workbook

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