ihm notes

2010-05-10T00:00:00.000-07:00

For F&B service..If asked to state all the 17 course please state the following....else follow the contemporary 13 course FCM
1.Hors d'oeuvre (appetizer)
2 Potage (soup)
3 Oeufs (eggs)
4.Farineaux (rice & pasta)
5.Poisson (fish)
6.Entrée (entry of 1st meat course)
7.Reléve (meat course)
8.Sorbet (flavoured water)
9.Rôti (roast)
10.Légumes (vegetables)
11.Salades (salad)
12.Buffet Froid (cold buffet)
13.Entremet de sûcre (sweets)
14.Savoureaux (savoury)
15.Fromage (cheese)
16.Desserts (fresh fruits & nuts)
17.Cafe (hot beverage..preferably Hot coffee in demi tasse or speciality coffes)

Tobacco
Tobacco is an agricultural product processed from the leaves of plants in the genus Nicotiana. It can be consumed, used as an organic pesticide and, in the form of nicotine tartrate, it is used in some medicines. In consumption it most commonly appears in the forms of smoking, chewing, snuffing, or dipping tobacco(Dipping tobaccos are a form of smokeless tobacco. Dip is occasionally referred to as "chew", and because of this, it is commonly confused with chewing tobacco, which encompasses a wider range of products. A small clump of dip is 'pinched' out of the tin and placed between the lower or upper lip and gums), or Snus(Snus is steam-cured moist powder tobacco product that is not fermented, and does not induce salivation. It is consumed by placing it in the mouth against the gums for an extended period of time. It is a form of snuff that is used in a manner similar to American dipping tobacco, but does not require regular spitting.)
Tobacco has long been in use as an entheogen in the Americas. However, upon the arrival of Europeans in North America, it quickly became popularized as a trade item and as a recreational drug. This popularization led to the development of the southern economy of the United States until it gave way to cotton. Following the American Civil War, a change in demand and a change in labor force allowed for the development of the cigarette. This new product quickly led to the growth of tobacco companies, until the scientific controversy of the mid-1900s.
There are many species of tobacco, which are all encompassed by the plant genus Nicotiana. The word nicotiana (as well as nicotine) was named in honor of Jean Nicot, French ambassador to Portugal, who in 1559 sent it as a medicine to the court of Catherine de Medici.
Because of the addictive properties of nicotine, tolerance and dependence develop. Absorption quantity, frequency, and speed of tobacco consumption are believed to be directly related to biological strength of nicotine dependence, addiction, and tolerance. The usage of tobacco is an activity that is practiced by some 1.1 billion people, and up to 1/3 of the adult population. The World Health Organization reports it to be the leading preventable cause of death worldwide and estimates that it currently causes 5.4 million deaths per year. Rates of smoking have leveled off or declined in developed countries, however they continue to rise in developing countries.
Tobacco is cultivated similarly to other agricultural products. Seeds are sown in cold frames or hotbeds to prevent attacks from insects, and then transplanted into the fields. Tobacco is an annual crop, which is usually harvested mechanically or by hand. After harvest, tobacco is stored for curing, which allows for the slow oxidation and degradation of carotenoids. This allows for the agricultural product to take on properties that are usually attributed to the "smoothness" of the smoke. Following this, tobacco is packed into its various forms of consumption, which include smoking, chewing, sniffing, and so on.

Etymology
The Spanish word "tabaco" is thought to have its origin in Arawakan language, particularly, in the Taino language of the Caribbean. In Taino, it was said to refer either to a roll of tobacco leaves (according to Bartolome de Las Casas, 1552), or to the tabago, a kind of Y-shaped pipe for sniffing tobacco smoke (according to Oviedo; with the leaves themselves being referred to as cohiba).
However, similar words in Spanish and Italian were commonly used from 1410 to define medicinal herbs, originating from the Arabic tabbaq, a word reportedly dating to the 9th century, as the name of various herbs.
History of tobacco

Tobacco has a long history from its usages in the early Americas. It became increasingly popular with the arrival of the Europeans by whom it was heavily traded. Following the industrial revolution, cigarettes became popularized, which fostered yet another unparalleled increase in growth. This remained so until the scientific revelations in the mid-1990s.
Tobacco had already long been used in the Americas by the time European settlers arrived and introduced the practice to Europe, where it became popular. At high doses, tobacco can become hallucinogenic; accordingly, Native Americans did not always use the drug recreationally. Instead, it was often consumed as an entheogen; among some tribes, this was done only by experienced shamans or medicine men. Eastern North American tribes would carry large amounts of tobacco in pouches as a readily accepted trade item and would often smoke it in pipes, either in defined ceremonies that were considered sacred, or to seal a bargain, and they would smoke it at such occasions in all stages of life, even in childhood. It was believed that tobacco was a gift from the Creator and that the exhaled tobacco smoke was capable of carrying one's thoughts and prayers to heaven.
Apart from smoking, tobacco had a number of uses as medicine. As a pain killer it was used for earache and toothache and occasionally as a poultice. Early missionaries often reported on the ecstatic state caused by tobacco. As its use spread into Western cultures, however, it was no longer used primarily for entheogenic or religious purposes, although religious use of tobacco is still common among many indigenous peoples, particularly in the Americas. Among the Cree and Ojibway of Canada and the north-central United States, it is offered to the Creator, with prayers, and is used in sweat lodges, pipe ceremonies, smudging, and is presented as a gift. A gift of tobacco is tradition when asking an Ojibway elder a question of a spiritual nature. Because of its sacred nature, tobacco abuse (thoughtlessly and addictively chain smoking) is seriously frowned upon by the Algonquian tribes of Canada, as it is believed that if one so abuses the plant, it will abuse that person in return, causing sickness. The proper and traditional native way of offering the smoke is said to involve directing it toward the four cardinal points (north, south, east, and west), rather than holding it deeply within the lungs for prolonged periods.
Rodrigo de Jerez was one of the Spanish crewmen who sailed to the Americas on the Santa Maria as part of Christopher Columbus's first voyage across the Atlantic Ocean in 1492. He is credited with being the first European smoker.
Following the arrival of Europeans, tobacco became one of the primary products fueling colonization, and also became a driving factor in the incorporation of African slave labor.
In Western Europe
The Spanish introduced tobacco to Europeans in about 1518, and by 1523, Diego Columbus mentioned a tobacco merchant of Lisbon in his will, showing how quickly the traffic had sprung up. Nicot, French ambassador in Lisbon, sent samples to Paris in 1559. The French, Spanish, and Portuguese initially referred to the plant as the "sacred herb" because of its valuable medicinal properties.
In the United States
In 1609, John Rolfe arrived at the Jamestown Settlement in Virginia, and is credited as the first settler to have successfully raised tobacco (commonly referred to at that time as "brown gold") for commercial use. The tobacco raised in Virginia at that time, Nicotiana rustica,did not suit European tastes, but Rolfe raised a more popular variety, Nicotiana tabacum, from seeds brought with him from Bermuda. Tobacco was used as currency by the Virginia settlers for years, and Rolfe was able to make his fortune in farming it for export at Varina Farms Plantation. When he left for England with his wife, Pocahontas a daughter of Chief Powhatan, he had become wealthy. Returning to Jamestown, following Pocahontas' death in England, Rolfe continued in his efforts to improve the quality of commercial tobacco, and, by 1620, 40,000 pounds (18,000 kg) of tobacco were shipped to England. By the time John Rolfe died in 1622, Jamestown was thriving as a producer of tobacco, and its population had topped 4,000. Tobacco led to the importation of the colony's first black slaves in 1619. In the year 1616, 2,500 pounds (1,100 kg) of tobacco were produced in Jamestown, Virginia, quickly rising up to 119,000 pounds (54,000 kg) in 1620.
Industrialization
Following the American civil war, the tobacco industry struggled as it attempted to adapt. Not only did the labor force change from slavery to sharecropping, but a change in demand also occurred. As in Europe, there was a desire for not only snuff, pipes and cigars, but cigarettes appeared as well.
With a change in demand and a change in labor force, James Bonsack, an avid craftsman, in 1881 created a machine that revolutionized cigarette production. The machine chopped the tobacco, then dropped a certain amount of the tobacco into a long tube of paper, which the machine would then roll and push out the end where it would be sliced by the machine into individual cigarettes. This machine operated at thirteen times the speed of a human cigarette roller.
This caused an enormous growth in the tobacco industry which remained so until the scientific revelations discovered the health consequences of smoking in the mid-20th century.
Biology
Nicotine is the compound responsible for the addictive nature of Tobacco use. There are many species of tobacco, which are encompassed by the genus of herbs Nicotiana. It is part of the nightshade family (Solanaceae) indigenous to North and South America, Australia, south west Africa and the South Pacific.
Many plants contain nicotine, a powerful neurotoxin, that is particularly harmful to insects. However, tobaccos contain a higher concentration of nicotine than most other plants. Unlike many other Solanaceae, they do not contain tropane alkaloids, which are often poisonous to humans and other animals.
Types
There are a number of types of tobacco including, but are not limited to:
• Aromatic fire-cured, it is cured by smoke from open fires. In the United States, it is grown in northern middle Tennessee, central Kentucky and in Virginia. Fire-cured tobacco grown in Kentucky and Tennessee are used in some chewing tobaccos, moist snuff, some cigarettes, and as a condiment in pipe tobacco blends. Another fire-cured tobacco is Latakia, which is produced from oriental varieties of N. tabacum. The leaves are cured and smoked over smoldering fires of local hardwoods and aromatic shrubs in Cyprus and Syria.
• Brightleaf tobacco, Brightleaf is commonly known as "Virginia tobacco", often regardless of the state in which they are planted. Prior to the American Civil War, most tobacco grown in the US was fire-cured dark-leaf. This type of tobacco was planted in fertile lowlands, used a robust variety of leaf, and was either fire cured or air cured. Most Canadian cigarettes are made from 100% pure Virginia tobacco.[14]
• Burley tobacco, is an air-cured tobacco used primarily for cigarette production. In the U.S., burley tobacco plants are started from palletized seeds placed in polystyrene trays floated on a bed of fertilized water in March or April.
• Cavendish is more a process of curing and a method of cutting tobacco than a type. The processing and the cut are used to bring out the natural sweet taste in the tobacco. Cavendish can be produced from any tobacco type, but is usually one of, or a blend of Kentucky, Virginia, and burley, and is most commonly used for pipe tobacco and cigars.
• Criollo tobacco is a type of tobacco, primarily used in the making of cigars. It was, by most accounts, one of the original Cuban tobaccos that emerged around the time of Columbus.
• Dokham, is a tobacco originally grown in Iran, mixed with leaves, bark, and herbs for smoking in a midwakh.
• Turkish tobacco, is a sun-cured, highly aromatic, small-leafed variety (Nicotiana tabacum) that is grown in Turkey, Greece, Bulgaria, and Macedonia. Originally grown in regions historically part of the Ottoman Empire, it is also known as "oriental". Many of the early brands of cigarettes were made mostly or entirely of Turkish tobacco; today, its main use is in blends of pipe and especially cigarette tobacco (a typical American cigarette is a blend of bright Virginia, burley and Turkish).
• Perique, a farmer called Pierre Chenet is credited with first turning this local tobacco into the Perique in 1824 through the technique of pressure-fermentation. Considered the truffle of pipe tobaccos, it is used as a component in many blended pipe tobaccos, but is too strong to be smoked pure. At one time, the freshly moist Perique was also chewed, but none is now sold for this purpose. It is typically blended with pure Virginia to lend spice, strength, and coolness to the blend.
• Shade tobacco, is cultivated in Connecticut and Massachusetts. Early Connecticut colonists acquired from the Native Americans the habit of smoking tobacco in pipes, and began cultivating the plant commercially, even though the Puritans referred to it as the "evil weed". The industry has weathered some major catastrophes, including a devastating hailstorm in 1929, and an epidemic of brown spot fungus in 2000, but is now in danger of disappearing altogether, given the value of the land to real estate speculators.
• White burley, in 1865, George Webb of Brown County, Ohio planted red burley seeds he had purchased, and found that a few of the seedlings had a whitish, sickly look. The air-cured leaf was found to be more mild than other types of tobacco.
• Wild tobacco, is native to the southwestern United States, Mexico, and parts of South America. Its botanical name is Nicotiana rustica.
• Y1 is a strain of tobacco cross-bred by Brown & Williamson in the 1970s to obtain an unusually high nicotine content. In the 1990s, the United States Food and Drug Administration (FDA) used it as evidence that tobacco companies were intentionally Snuff is a generic term for fine-ground smokeless tobacco products. Originally the term referred only to dry snuff, a fine tan dust popular mainly in the eighteenth century. Snuff powder originated in the UK town of Great Harwood, and was famously ground in the town's monument prior to local distribution and transport further up north to Scotland. There are two major varieties which include European (dry) and American (moist); although American snuff is often referred to as dipping tobacco.

Cigarette
A cigarette (French "small cigar", from cigar + -ette) is a small roll of finely-cut tobacco leaves wrapped in a cylinder of thin paper for smoking. The cigarette is ignited at one end and allowed to smoulder; its smoke is inhaled from the other end, which is held in the mouth. Most modern manufactured cigarettes are filtered and include reconstituted tobacco and other additives. Cigarettes are sometimes smoked with a cigarette holder.
The term cigarette, as commonly used, refers to a tobacco cigarette but can apply to similar devices containing other herbs, such as cannabis. A cigarette is distinguished from a cigar by its smaller size, use of processed leaf, and paper wrapping, which is normally white, though other colors are occasionally available. Cigars are typically composed entirely of whole-leaf tobacco.
Rates of cigarette smoking vary widely. While rates of smoking have leveled off or declined in the developed world, they continue to rise in developing nations. Nicotine, the primary psychoactive chemical in cigarettes, has been shown to be addictive. Statistically each cigarette smoked shortens the users lifespan by 11 minutes. About half of cigarette smokers die of tobacco-related disease and lose on average 14 years of life. Cigarette use by pregnant women has also been shown to cause birth defects, including mental and physical disabilities. Secondhand smoke from cigarettes has been shown to be injurious to bystanders, which has led to legislation that has banned their smoking in many workplaces and public areas.
Cigarettes are the most frequent source of fires in private homes, which has prompted the European Union to attempt to ban cigarettes that are not fire-safe by 2011.
Manufacturing

Diagram of a cigarette.
1. Filter made of 95% cellulose acetate.
2. Tipping paper to cover the filter.
3. Rolling paper to cover the tobacco.
4. Tobacco blend.
Commercially manufactured cigarettes are seemingly simple objects consisting mainly of a tobacco blend, paper, PVA glue to bond the outer layer of paper together, and often also a cellulose acetate–based filter. While the assembly of cigarettes is straightforward, much focus is given to the creation of each of the components, in particular the tobacco blend, which may contain over 600 ingredients, many of them flavourants for the tobacco. A key ingredient that makes cigarettes more addictive is the inclusion of reconstituted tobacco, which has additives to make nicotine more volatile as the cigarette burns.
Paper
The paper for holding the tobacco blend may vary in porosity to allow ventilation of the burning ember or contain materials that control the burning rate of the cigarette and stability of the produced ash. The papers used in tipping the cigarette (forming the mouthpiece) and surrounding the filter stabilise the mouthpiece from saliva and moderate the burning of the cigarette as well as the delivery of smoke with the presence of one or two
Tobacco blend
The process of blending, like the blending of scotch and cognac, gives the end product a consistent taste from batches of tobacco grown in different areas of a country that may change in flavour profile from year to year due to different environmental conditions.
Modern cigarettes produced after the 1950s, although composed mainly of shredded tobacco leaf, use a significant quantity of tobacco processing by-products in the blend. Each cigarette's tobacco blend is made mainly from the leaves of flue-cured brightleaf, burley tobacco, and oriental tobacco. These leaves are selected, processed, and aged prior to blending and filling. The processing of brightleaf and burley tobaccos for tobacco leaf "strips" produces several by-products such as leaf stems, tobacco dust, and tobacco leaf pieces ("small laminate"). To improve the economics of producing cigarettes, these by-products are processed separately into forms where they can then be possibly added back into the cigarette blend without an apparent or marked change in the cigarette's quality.
Cigarette butt
The common name for the remains of a cigarette after smoking is a "(cigarette) butt". The butt typically comprises about 30% of the cigarette's original length. It consists of a tissue tube which holds a filter and some remains of tobacco mixed with ash. In extreme cases the filter is slightly burned. Cigarette butts are one source of tobacco for minors and low income people. The shape of a butt hinges on the manner of stubbing out. The intensely pressed butt possesses irregular shape at the end and wrinkled tissue. Cigarette butts may be a subject of studies over popularity of brands producing cigarettes.
Cigarette filters are made from cellulose acetate and are biodegradable, however depending on environmental conditions they can be resistant to degradation. Accordingly, the duration of the degradation process is cited as taking as little as 1 month to 3 years to as long as 10–15 years. One campaign group has suggested they never fully biodegrade. .
Selected cigarette brands
• 1st Class
• 305's
• 520
• Alpine
• Ashford
• Army Club
• Barclay
• Basic
• Belair
• Benson & Hedges
• Camel
• Capri
• Carlton
• Chesterfield
• Davidoff
• Dunhill
• Djarum
• Doral
• Eclipse
• Embassy Number One
• Eve
• Export A
• Fatima
• Gauloises
• GPC
• Kamel
• Kent
• Kool
• L&M
• Lucky Strike
• Marlboro
• Max
• Merit
• Misty
• Monarch
• More
• Natural American Spirit
• Now
• Newport
• Old Gold
• Pall Mall
• Parliament
• Salem
• Tareyton
• Tucson
• Vantage
• Viceroy
• Virginia Slims
• Winston
• Winfield

Smoking pipe (tobacco)
A smoking pipe for tobacco smoking typically consists of a small chamber (the bowl) for the combustion of the tobacco to be smoked and a thin stem (shank) that ends in a mouthpiece (the bit). Pipes can range from the very simple machine-made briar pipe to highly-prized handmade and artful implements created by renowned pipemakers which are often very expensive collector's items.
The bowls of tobacco pipes are commonly made of briar, meerschaum, corncob or clay. Less common are cherrywood, olivewood, maple, mesquite, and oak. Generally a dense-grained wood is ideal. Minerals such as catlinite and soapstone have also been used. Pipe bowls of all these materials are sometimes carved with a great deal of artistry.
Unusual, but still noteworthy pipe bowl materials include gourds, as in the famous calabash pipe, and pyrolytic graphite. Metal and glass are uncommon materials for tobacco pipes, but are common for pipes intended for other substances.
The stem needs a long channel of constant position and diameter running through it, and this is difficult to carve out of a pre-existing block. Because it is molded rather than carved, clay may make up the entire pipe or just the bowl, but most other materials have stems made separately and detachable. Stems and bits of tobacco pipes are usually made of moldable materials like vulcanite, lucite, Bakelite, and soft plastic. Less common are stems made of reeds, bamboo, or hollowed out pieces of wood. Expensive pipes once had stems made of amber, though this is rare now.
Tobaccos for smoking in pipes are often carefully treated and blended to achieve flavour nuances not available in other tobacco products. Many of these are blends using staple ingredients of variously cured Burley and Virginia tobaccos which are enhanced by spice tobaccos, among them many Oriental or Balkan varietals, Latakia (a fire-cured spice tobacco of Cypriot or Syrian origin), Perique (uniquely grown in St. James Parish, Louisiana) or blends of Virginia and Burley tobaccos of African, Indian, or South American origins. Traditionally, many U.S. blends are made of American Burley with sweeteners and flavorings added to create an "aromatic" flavor, whereas "English" blends are based on natural Virginia tobaccos enhanced with Oriental and other natural tobaccos. There is a growing tendency towards "natural" tobaccos which derive their aromas from artful blending with selected spice tobaccos only and careful, often historically-based, curing processes.
Materials and construction
The material and shape of a pipe has a profound influence upon the aesthetic of a smoke.
Briar

Tobacco pipe of briar wood
The majority of pipes sold today, whether hand made or machine made, are fashioned from briar ((French) bruyère). Briar is a particularly good wood for pipe making for a number of reasons. The first and most important is its natural resistance to fire. The second is its inherent ability to absorb moisture. The burl absorbs water in nature to supply the tree in the dry times and likewise will absorb the moisture that is a byproduct of combustion. Briar is cut from the root burl of the tree heath (Erica arborea), which is native to the rocky and sandy soils of the Mediterranean region. Briar burls are cut into two types of blocks; ebauchon and plateaux. Ebauchon is taken from the heart of the burl while plateaux is taken from the outer part of the burl. While both types of blocks can produce pipes of the highest quality, most artisan pipe makers prefer to use plateaux because of its superior graining. Some pipe makers use Brylon, a synthetic material which has properties similar to briar.
Meerschaum

A meerschaum pipe
Meerschaum (hydrated magnesium silicate), a mineral found in small shallow deposits mainly around the city of Eskişehir in central Turkey, is prized for the properties which allows it to be carved into finely detailed decorative and figural shapes. It has been used since the 17th century and, with clay pipes, represented the most common medium for pipes before the introduction of briar as the material of choice in the 19th century. The word "meerschaum" means "sea foam" in German, alluding to its natural white color and its surprisingly low weight. Meerschaum is a very porous mineral that absorbs elements of the tobacco during the smoking process, and gradually changes color to a golden brown. Old, well-smoked meerschaum pipes are prized for their distinctive coloring. In selecting a meerschaum pipe it is advisable to take assurances that the product is indeed carved from a block of meerschaum, and is not made from meerschaum dust collected after carving and mixed with a binder then pressed into a pipe shape. These products are not absorbent, do not color, and lack the smoking quality of the block carved pipe.
Clay

Clay Pipe
Clay in this case is almost always a very fine white clay. Low-quality "clay" pipes are actually made from porcelain slip poured into a mold. These are porous, of very low quality, and impart unwanted flavors to a smoke. Top-notch clays, on the other hand, are made in a labor-intensive process that requires beating all air out of the clay, hand-rolling each pipe before molding it, piercing with a fine wire, and careful firing. Traditionally, clay pipes are un-glazed. Clays burn "hot" in comparison to other types of pipes, so they are often difficult for most pipe-smokers to use. Their proponents claim that, unlike other materials, a well-made clay pipe gives a "pure" smoke, with no flavor addition from the pipe bowl. In addition to aficionados, reproductions of historical clay styles are used by some re-enactors. Clay pipes were once considered disposable items and the large quantities discarded in the past are often used as an aid in dating by industrial archaeologists.
Calabash

Calabash pipe with meerschaum bowl.
Calabash gourds (usually with meerschaum or porcelain bowls set inside them) have long made prized pipes, but they are labour-intensive and nowadays quite expensive. Because of this expense, pipes with bodies made of wood (usually mahogany) instead of gourd, but with the same classic shape, are sold as calabashes. Both wood and gourd pipes are functionally the same. They both have an air chamber beneath the bowl which serves to cool, dry, and mellow the smoke. There are also briar pipes being sold as calabashes. These typically do not have an air chamber and are named only because of their external shape.
.Corncob

Corncob pipe.
On the other end of the scale, "corncob" pipes made from corn cobs are cheap and effective, even if some regard them as inelegant. The cobs are first dried for two years. Then they are hollowed out to make a bowl shape. The bowls are dipped in a plaster-based mixture and varnished or lacquered on the outside. Shanks made from pine wood are then inserted into the bowls. The first and largest manufacturer of corncob pipes is Missouri Meerschaum, located in Washington, Missouri in the USA. Missouri Meerschaum has produced the pipes since 1869. General Douglas MacArthur, Mark Twain and George Lincoln Rockwell were perhaps the most famous smokers of this type of pipe, along with the cartoon characters Popeye and Frosty the Snowman.
Corncob pipes remain popular today because they are inexpensive and require no "break-in" period like briar pipes. For these two reasons, corncob pipes are often recommended as a "Beginners pipe." But, their enjoyment is by no means limited to beginners. Corncob pipes are equally valued by both learners and experienced smokers who simply desire a cool, clean smoke. Pipesmokers who wish to sample a wide variety of different tobaccos and blends also might keep a stock of corncobs on hand to permit them to try new flavors without "carryover" from an already-used pipe, or to keep a potentially bad tasting tobacco from adding its flavor to a more expensive or favored pipe.
Metal

An aluminum-stemmed pipe.
Metal is an uncommon material for making tobacco pipes, but they are not unknown. The most common form of this is a pipe with a stem and shank made of aluminum, which serves as a heat sink. Mouthpieces are made of vulcanite or lucite. The bowls are removable, though not interchangeable between manufacturers. They are made of varying materials to allow the smoker to try different characteristics or to dedicate particular bowls for particular tobaccos.
Other metal tobacco pipes include the Japanese kiseru and the Arabian midwakh. Hookahs also have metal stems, but fall into the general category of water pipes.
Hookahs
A hookah, ghelyan, or narghile, is a Middle Eastern water pipe that cools the smoke by filtering it through a water chamber. Often ice, milk, or fruit juice are added to the water. Traditionally, the tobacco is mixed with a sweetener, such as honey or molasses. Fruit flavors have also become popular. Modern hookah smokers, especially in the US, smoke "me'assel" "moassel" "molasses" or "shisha" all names for the same wet mixture of tobacco, molasses/honey, glycerine, and often, flavoring. This style of tobacco is smoked in a bowl with foil or a screen (metal or glass) on top of the bowl. More traditional tobaccos are "tombiek" (a dry unflavored tobacco, which the user moistens in water, squeezes out the extra liquid, and places coals directly on top) or "jarak" (more of a paste of tobacco with fruit to flavor the smoke).
Use
Smoking a pipe requires more apparatus and technique than cigarette or even cigar smoking. In addition to the pipe itself and matches or a lighter, smokers usually require a pipe tool for packing, adjusting, and emptying the tobacco in the bowl, and a regular supply of pipe cleaners.
Pipe tobacco
Pipe tobacco can be purchased in several forms, which vary both in flavour (leading to many blends and opportunities for smokers to blend their own tobaccos) and in the physical shape and size to which the tobacco has been reduced. Most tobaccos resemble cigarette tobacco, but are substantially more moist and are cut much more coarsely. Too finely cut tobacco does not allow enough air to flow through the pipe, and overly dry tobacco burns too quickly with little flavour. Pipe tobacco must be kept in a humidor or an airtight container to keep from drying out.
Some pipe tobaccos are cut into long narrow ribbons. Some are pressed into flat cakes which are cut up. Others are tightly wound into long ropes, then sliced into discs. Flake tobacco (sliced cakes or ropes) may be prepared in several ways. Generally it is rubbed out with the fingers and palms until it is loose enough to pack. It can also be crumbled or simply folded and stuffed into a pipe. Some people also prefer to dice up very coarse tobaccos before using them, making them easier to pack.
Packing
In the most common method of packing, tobacco is added to the bowl of the pipe in several batches, each one pressed down until the mixture has a uniform density that optimizes airflow (something that it is difficult to gauge without practice). This can be done with a finger or thumb, but if the tobacco needs to be repacked later, while it is burning, the tamper on a pipe tool is sometimes used. If it needs to be loosened, the reamer, or any similar long pin can be used. A traditional way of packing the pipe is to fill the bowl and then pack gently to about 1/3 full, fill again and pack slightly more firmly to about 2/3 full , and then pack more firmly still to the top.
An alternate packing technique called the Frank method involved lightly dropping tobacco in the pipe, after which a large plug is gingerly pushed into the bowl all at once.
Lighting
Matches, or even separately lit slivers of wood, are usually considered] preferable to lighters. Butane lighters especially made for pipes are made which permit a flame to be directed downward into the bowl. Naptha fueled conventional lighters are felt to impart a chemical taste to the smoke.
When matches are employed they are allowed to burn for several seconds to allow the sulfur from the tip to carry away and the match to produce a full flame. The flame is then moved in circles above the pipe while the smoker draws the flame into the tobacco.
Burning prevention
With care, a briar pipe can last a very long time without burning out. However, due to aggressive (hot) smoking, imperfections in the wood, or just bad luck, a hole can be burned in the tobacco chamber of the pipe. There are several methods used to help prevent a wood pipe from burning out. These generally involve pre-coating the chamber with carbon, or by gently smoking a new pipe to build up carbon deposits (cake, see below) on the walls.
One method to prevent a wood pipe from burning is to make a 50/50 mix of honey or powdered sugar and water, then using one's finger to spread it around the inside of the bowl, and allowing this mixture to dry. After a few bowls, the mix will create a barrier that will be burn resistant.Some pipe makers use a combination of natural sour cream, buttermilk, and activated charcoal. The sour cream and buttermilk are mixed to the consistency of milk, and the activated charcoal is added until dark grey. A pipe cleaner is pre-positioned with the tip just entering the chamber, to keep the draught hole cleared, and the tobacco chamber is coated evenly with the mixture and allowed to dry.
Another is to coat the inside of the pipe bowl with a paste made from fine cigar ash. This is allowed to dry overnight. This speeds the build-up of the desired bowl cake.
Many modern briar pipes are already pre-treated to resist burn, and if smoked correctly, the cake (a mixture of ash, unburned tobacco, oils, sugars, and other residue) will build up properly on its own. Or a more accepted technique is to alternate a half-bowl and a full-bowl the first several times the pipe is used to build an even cake. Burley is often recommended to help a new pipe build cake.
Smoking
Pipe smoke, like cigar smoke, is usually not inhaled. It is merely brought into the mouth and then released. It is normal to have to relight a pipe periodically. If it is smoked too slowly, this will happen more often. If it is smoked too quickly, it can produce excess moisture causing a gurgling sound in the pipe and an uncomfortable sensation on the tongue (referred to as "pipe tongue", or more commonly, "tongue bite").
A pipe cleaner can be used to dry out the bowl and, wetted with alcohol, the inner channel. The bowl of the pipe can also become uncomfortably hot, depending on the material and the rate of smoking. For this reason clay pipes in particular are often held by the stem. Meerschaum pipes are held in a square of chamois leather, with gloves, or else by the stem in order to prevent uneven coloring of the material.
Cleaning
The ash and the last bits of unburned tobacco, known as dottle, must be cleaned out with a pipe tool. A pipe cleaner is then run through the airways of the stem and shank to remove any moisture, ash, and other residue before the pipe is allowed to dry. A pipe should be allowed to cool before removing the stem to avoid the possibility of warping it.
A cake of ash eventually develops inside the bowl. This is generally considered desirable for controlling overall heat. However, if it becomes too thick, it may expand faster than the bowl of the pipe itself when heated, cracking the bowl. Before reaching this point, it needs to be scraped down with a reamer. It is generally recommended to keep the cake at approximately the thickness of an U.S. dime (about 1/20th of an inch or 1.5 mm), though sometimes the cake is removed entirely as part of efforts to eliminate off flavors or aromas. Cake is considered undesirable in meerschaum pipes because it can easily crack the bowl and/or interfere with the mineral's natural porosity.
Sweetening
When tobacco is burned, oils are vaporized and condense on the walls of the bowl in the existing cake and the shank. Over time, these oils can oxidize and turn rancid, causing the pipe to give a sour or bitter smoke. An effective measure called the Professor's Pipe-Sweetening Treatment involves filling the bowl with kosher salt and carefully wetting it with strong spirits. It is important to not use iodized salt, as many experts feel the iodine and other additives impart an off flavor. Some people find that regularly wiping out the bowl with spirits is helpful in preventing souring. Commercial pipe-sweetening products are also available.
"Pipe tobacco brands"
B
• Black and Mild
• Borkum Riff
C
• Captain Black (cigar)
P
• Prince Albert tobacco

portion for FP!!

2010-05-05T04:18:00.001-07:00

BHM151 - FOUNDATION COURSE IN FOOD PRODUCTION – II (THEORY)
HOURS ALLOTED: 30 MAXIMUM MARKS: 100
S.No. Topic Hours Weight
age
01 SOUPS
A. Basic recipes other than consommé with menu examples
• Broths
• Bouillon
• Puree
• Cream
• Veloute
• Chowder
• Bisque etc
B. Garnishes and accompaniments
C. International soups
02 10%
02 SAUCES & GRAVIES
A. Difference between sauce and gravy
B. Derivatives of mother sauces
C. Contemporary & Proprietary
03 10%
03 MEAT COOKERY
A. Introduction to meat cookery
B. Cuts of beef/veal
C. Cuts of lamb/mutton
D. Cuts of pork
E. Variety meats (offals)
F. Poultry
(With menu examples of each)
04 15%
04 FISH COOKERY
A. Introduction to fish cookery
B. Classification of fish with examples
C. Cuts of fish with menu examples
D. Selection of fish and shell fish
E. Cooking of fish (effects of heat)
03 10%
05 RICE, CEREALS & PULSES
A. Introduction
B. Classification and identification
C. Cooking of rice, cereals and pulses
D. Varieties of rice and other cereals
01 5%
06 i) PASTRY
A. Short crust
B. Laminated
C. Choux
D. Hot water/Rough puff
• Recipes and methods of preparation
• Differences
• Uses of each pastry
• Care to be taken while preparing pastry
• Role of each ingredient
• Temperature of baking pastry
02 5%
National Council for Hotel Management & Catering Technology, Noida.
4
ii) Flour
A. Structure of wheat
B. Types of Wheat
C. Types of Flour
D. Processing of Wheat – Flour
E. Uses of Flour in Food Production
F. Cooking of Flour (Starch)
iii) SIMPLE BREADS
A. Principles of bread making
B. Simple yeast breads
C. Role of each ingredient in break making
D. Baking temperature and its importance
03 10%
07 PASTRY CREAMS
A. Basic pastry creams
B. Uses in confectionery
C. Preparation and care in production
02 5%
08 BASIC COMMODITIES:
i) Milk
A. Introduction
B. Processing of Milk
C. Pasteurisation – Homogenisation
D. Types of Milk – Skimmed and Condensed
E. Nutritive Value
ii) Cream
A. Introduction
B. Processing of Cream
C. Types of Cream
iii) Cheese
A. Introduction
B. Processing of Cheese
C. Types of Cheese
D. Classification of Cheese
E. Curing of Cheese
F. Uses of Cheese
iv) Butter
A. Introduction
B. Processing of Butter
C. Types of Butter
02
01
02
01
15%
09 BASIC INDIAN COOKERY
i) CONDIMENTS & SPICES
A. Introduction to Indian food
B. Spices used in Indian cookery
C. Role of spices in Indian cookery
D. Indian equivalent of spices (names)
02 5%
National Council for Hotel Management & Catering Technology, Noida.
5
ii) MASALAS
A. Blending of spices
B. Different masalas used in Indian cookery
• Wet masalas
• Dry masalas
C. Composition of different masalas
D. Varieties of masalas available in regional areas
E. Special masala blends
10 KITCHEN ORGANIZATION AND LAYOUT
A. General layout of the kitchen in various organisations
B. Layout of receiving areas
C. Layout of service and wash up
02 10%
TOTAL 30 100%

food science - water and minerals

2010-05-04T05:40:00.000-07:00

Minerals
Mineral elements are inorganic substances found in body tissues and fluids. They occur in foods as salts e.g. sodium chloride, calcium phosphate, and ferrous sulfate. They constitute 4% of our body weight.
Unlike carbohydrates, fats, and proteins they do not furnish energy. They have many functions in our body such as tissue building, regulation of body fluids, and other functions. Like vitamins, they are required in small quantities and are vital to the body. They should be supplied daily as they are excreted through the kidney, the bowel and the skin.
Minerals are present in our body as:
a) Components of organic compounds, e.g. hemoglobin contains iron and thyroxin contains iodine.
b) In organic compound, e.g. calcium phosphate in the bones.
c) As free ions in every cell in the body and
d) In all body fluids
Sodium is the main electrolyte in the extracellular fluid, and potassium is the main electrolyte in the intracellular fluid.
The mineral elements are not destroyed by heat, oxidation, acid or alkali. Since they are soluble in water some loss occurs due to leaching when cooking water is discarded.
Minerals are inorganic elements require by the body in varying amounts to carry out various body functions. They remain largely as ash when plants and animal tissues are ignited.
Minerals may be classified into three groups:
Major minerals or macrominerals: Seven minerals are required in large amounts of over 100mg/day, e.g. calcium, phosphorus, sodium, chlorine, potassium, magnesium, and sulphur.
Minor minerals: These are required in small quantities, less than 100 mg/day, e.g. iron and manganese.
Trace elements: A few micrograms to a few milligrams are required per day e.g. iodine, fluoride, zinc, and molybdenum.
GENERAL FUNCTIONS OF MINERALS
1. Minerals form the structural components of bones, teeth, soft tissues, blood, and muscles, e.g. calcium, phosphorous, and magnesium in bones.
2. They regulate activity of nerves with regard to stimuli and contraction of muscles, e.g. calcium.
3. Maintain acid-base balance of body fluids, e.g. sodium and chlorine.
4. They control water balance by means of osmotic pressure and permeability of cell membranes, e.g. sodium and potassium.
5. They are constituents of vitamins, e.g. thiamine contains sulphur and cyanocobalamine contains cobalt.
6. They form part of molecules of hormones and enzymes, e.g. iodine in thyroxin and zinc in insulin.
7. They activate enzymes, e.g. calcium activates enzyme lipase.
8. They regulate cellular oxidation, e.g. iron and manganese.
9. Necessary for clotting of blood, e.g. calcium.
Calcium
The adult body contains 1.2 kg of calcium of which 99% is present in bones and teeth. It is the most abundant mineral in the body. The bones provide:
1. Rigid frame work for the body
2. Reserves of calcium and releases calcium on demand.
The remaining 1% is distributed in the extracellular and intracellular fluids and has the following functions:
1. Calcium acts as a catalyst in clotting the blood.
2. It increases the permeability of cell membranes thus helping in absorption.
3. It regulates contraction and relaxation of muscles including the heart beat.
4. It activated the number of enzymes such as pancreatic lipase and acts as a co-factor.
Factors affecting calcium absorption The amount of calcium absorbed by the humans depends on the body’s need. Approximately 40% of calcium ingested is absorbed.
1. Phosphate and phytic acid is present in cereals and form insoluble calcium salts if present in excess.
2. An alkaline intestinal pH (above 7) reduces absorption by forming insoluble salts.
3. Excess fibers decreases absorption of calcium.
4. Oxalic acid in green leafy vegetables forms insoluble calcium oxalate, which is excreted.
5. Faulty absorption of fats and fatty acids form insoluble calcium salts, which are excreted
6. Lactose increases calcium absorption.
7. High protein intake increases absorption.
8. Caffeine increases urinary calcium salts and high sodium also.
9. Strenuous exercise increases the loss.
The parathyroids regulate the calcium level in blood and calcium metabolism in bone. The calcium to phosphorus ratio should always be 1:1
Sources Various sources of calcium are:
1. Milk and milk products excluding butter, ghee, and cream.
2. Ragi, green leafy vegetables especially drumstick leaves, cabbage, curry leaves, carrot and cauliflower tops and amaranth.
3. Small dried fish, nuts, and oilseeds such as gingelly seeds.
4. Betel leaf with slaked lime is a rich source of calcium.
Deficiency A severe deficiency of calcium leads to rickets in children and osteomalacia and osteoporosis in adults (refer chapter 17, vitamin D deficiency for symptoms of rickets and osteomalacia).
Osteoporosis In osteoporosis the bones become porous because of bone mineral loss. This causes compression of the vertebrate that result in loss of height, back and hip pain, and increased susceptibility to fractures. It is seen in post menopausal women and can be controlled by weight bearing exercises such as walking, calcium supplements and hormone therapy.
Tetany A decrease in serum calcium levels gives rise to a condition called tetany. The symptoms of tetany are severe intermittent spasms of the muscles of hands and feet accompanied by muscular pain. Twitching of facial muscles occurs.
Phosphorus
Phosphorus comprises 1% of total body weight. It occurs along with calcium in human nutrition and also has many other functions in the body.
1. Building bones and teeth along with calcium and magnesium.
2. DNA and RNA, nucleic acids needed for genetic coding contain phosphorus.
3. As phospholipids, they regulate the absorption and transport of fats.
4. Adenosine triphosphate (ATP) and adenosine diphosphate (ADP) are necessary for storing and releasing energy according to body needs.
5. As part of enzymes needed for the metabolism of carbohydrates, fats, and proteins.
Sources Phosphorus is widely distributed in foods. Milk and meat are rich in phosphorous. Whole grain cereals, legumes, nuts, carrots, and fish are also rich resources of phosphorus.
Deficiency Phosphorous deficiency is rare since a diet that contains adequate protein and calcium will be rich in phosphorus. Deficiency symptoms are similar to calcium deficiency.
Iron
The human body 3-5 g of iron of which 70% is in the circulating hemoglobin.
Functions:
1. Essential for carrying O2 to the lungs where O2 is released and CO2 is picked up to be exhaled by hemoglobin in the red blood cells.
2. It is an essential part of several oxidative enzymes.
3. It helps in specific brain functions such as good attention span and capacity to learn and memorize.
4. It facilitates the complete oxidation of carbohydrates, proteins, and fats within the cell and release of energy for performing physical energy.
Diet improves iron in two forms:
1. Haeme iron i.e. iron associated to the protein, globin, to form hemoglobin. Haeme iron is found in flesh food only.
2. Non-haeme iron is the form present in all plant sources plus 60% of animal sources.
Haeme iron is present in small quantities in food. About 40% iron in flesh food is haeme iron, while 60% is non-haeme iron. It is rapidly absorbed and transported. About 23% is absorbed.
Non-haeme iron is the larger portion of iron in food. It is tightly bound to organic molecules in the form of ferric iron (Fe+++). In the acidic medium of the stomach, it is dissociated and reduced to its more soluble ferrous form (Fe++). The absorption rate of non-haeme iron is slow and approximately 8% is absorbed.
Vitamin C from the diet and hydrochloric acid in gastric juice help in converting ferric iron to ferrous iron.
Factors affecting iron absorption: The following factors enhance absorption:
Body need In periods of extra demand or in a deficiency, more iron is absorbed.
Acidic Medium Gastric acidity and ascorbic acid in the meal favour absorption.
Form of iron Haeme iron and ferrous iron are better absorbed.
Complete proteins Complete proteins such as meat favour absorption.
The following factors decrease absorption:
1. Ferric iron or non-haeme iron in the absence of proteins and ascorbic acid are poorly absorbed.
2. Achlorhydria or lack of hydrochloric acid in gastric juice and use of antacids with meal interfere with absorption.
3. Tea and coffee with meals.
4. Excessive intake of phytates and oxalates interferes with absorption.
5. Malabsorption due to intestinal disorders.
Iron is required for replacements of daily losses through excretion in urine, sweat, hair, and worn out cells. It is also needed for replacement of blood losses and an expanding blood volume in all stages of growth.
Sources Various sources of iron are:
1. Liver, organs meats, shellfish, lean meat, egg yolk are all good sources of iron.
2. Green leafy vegetables, whole grain, and enriched cereals, legumes and jaggery (50g will meet the requirement.
3. Garden cress seeds and niger seeds are excellent sources.
4. Peaches, apricots, manukas and figs
5. Use of iron cooking utensils contributes significantly to the iron content of the diet.
Non-haeme iron is present in plant food such as green vegetables, and cereals. 40% of iron in meat, poultry, and fish is haeme iron and 60% is non-haeme iron.
Deficiency Iron deficiency or anaemia is very common in the vulnerable age groups in all developing countries. Haemoglobin level may be as low as 5-9g. Normal haemoglobin levels for females are 11.5%-14.5% and for males 12.5%-16.5%.
Symptoms General fatigue, breathlessness on exertion, giddiness, and pallor of skin (paleness), oadema of ankles and spoon shaped nails are the common symptoms of iron deficiency.
Iron deficiency causes microcytic and hypochromic anaemia. Red blood cell’s appear pale and smaller in size. Iron deficiency may also be seen if excessive blood loss occurs or because of faulty absorption, intestinal disease, or parasites especially hookworm and roundworm infestations.
Iodine
Most of the iodine in adult body is found in the thyroid gland. The only known function of iodine is as a constituent of thyroxin. The thyroid hormone regulates the rate of oxidation within the cells. The iodine absorbed is incorporated into the amino acid tyrosine to form the hormone thyroxin.
Iodine + Tyrosine  Thyroxin
If intake of iodine is inadequate, the stores of thyroxin are gradually depleted and the thyroid gland enlarges in an attempt to produce the necessary thyroxin.
Sources Seafood contains maximum iodine and fruits contain the least. Wide variations are seen because food content of iodine depends upon the soil where they are grown. To provide sufficient iodine, salt is being iodized. Salt is a universally used dietary item. It is cheap and addiction of iodine does not affect its flavour. It is added in form of sodium or potassium iodide in the proportion of 1mg for every 10g of salt.
Deficiency Deficiency occurs when the iodine content of the soil is so low that insufficient iodine is obtained through food, e.g., the soil the Kangra valley in Himalayan region is deficient in iodine. Deficiency of iodine results in goitre.
Symptoms
1. Enlargement of thyroid gland.
2. Cretinism in children (stunted growth). Cretinism is characterized by a low basal metabolism rate (BMR), flabby and weak muscles, dry skin. Skeletal development stops and mental retardation is seen.
Goitrogens – are substances in food known to interfere with the use of thyroxin and can produce goitre. They are present in the red skin of peanuts and in vegetables such as cabbage and cauliflower, turnips and mustard.
Fluorine
Fluorine is the normal constituent of the body, found mainly in bones and teeth. Small amounts of fluorine brings about striking reductions in the tooth decay probably because the tooth enamel is made more resistant to the action of acids produced by bacteria in the mouth.
Sources Milk, eggs, and fish are important sources. Fluoridation of water to ensure a concentration of 1 ppm is a safe and economical way to reduce the incidence of dental caries.
Deficiency A deficiency results in dental caries and is seen in areas where drinking water contains less than 0.5 ppm of fluorine. Adding fluorine at a level of 1 ppm reduces the incidence of dental caries by 50%. Food as well as water contains varying amounts of fluorine.
Fluorosis Fluorosis or mottling of teeth occurs in parts of the world where drinking water contains excessive amounts of fluorine, i.e., 3-5 ppm. Teeth lose their lustrous appearance. Enamel becomes dull and unglazed and chalky white patches are seen. Sometimes enamel is pitted giving the tooth surface a corroded appearance. Skeletal Fluorosis may also be seen. There is hypercalcification of the bones. Mottled areas may get yellow brown stains or discolored.
Sodium Sodium chloride or common salt is a daily ingredient in our diet. The adult body contains 180g of sodium most of which is present in the extracellular fluid of the body.
The functions of sodium are as follows:
1. Maintaining fluid balance and normal osmotic pressure between intracellular and extracellular compartments.
2. It maintains normal irritability of nerves and helps in muscles contraction.
3. Regulates the alkalinity and acidity of body fluids along with the mineral chloride.
4. Regulates cell permeability or passage of substances into and out of the cell.
Sources Milk, egg white, meat, poultry, green leafy vegetables, Bengal gram dal, beetroot, and knolkhol are good sources.
The sodium from additives should also be included in the sodium content of a meal.
Deficiency A deficiency is seen in people engaged in heavy physical activities such as farm and mine workers and in athletes. It may also occur in cases of severe vomiting or diarrhoea. It results in weakness, giddiness, nausea, and muscles cramps. It can be treated by adding salt to water and lime juice and if this is not retained, intravenous saline could be given.
Excess An excessive intake of sodium should be avoided as it predisposes a person to hypertension. Salt is 40% sodium, which means that a teaspoon full of salt provides 2g or 2000mg of sodium. Sodium is present is food and as well as in many ingredient added to food such as sodium bicarbonate, monosodium glutamate, sodium benzoate, sodium propionate, and sodium nitrate. These need to be curtailed on a low sodium diet.
Potassium
It is present as the major electrolyte in all body cells.
Functions:
1. As a component of all living cells in the intracellular fluid it helps in regulating the water balance along with the sodium.
2. It regulates the acid-base balance like sodium.
3. It helps in transmitting nerve impulses and contraction of muscle tissues.
Sources Fruits, vegetables, pulses, nuts, flesh food, and whole grain are rich in potassium.
Deficiency Deficiency of potassium is unlikely in normal circumstances but may occur in severe malnutrition, chronic alcoholism, surgery and prolonged infection.
Magnesium
About 60% is found along with calcium and phosphorous in the bones and teeth. The remaining 40% is present in the tissues and the body fluids and performs the following functions:
1. It is present mainly in the intracellular fluid and helps in maintaining fluid balance along with sodium, potassium, and calcium.
2. It helps in transmission of nerve impulses, muscles contraction and regulation of the heart beat.
3. It acts as a co-factor in many metabolic reactions.
Sources Milk, cheese, fish, meat, whole grains, pulses, and nuts.
Deficiency Deficiency of magnesium is uncommon. It may not occur in malnutrition and alcoholism. Symptoms of deficiency are similar to tetany and include muscle tremors, spasms, and convulsions.

WATER

Water is so familiar and so large a constituent of the body that its fundamental importance in both structure and functioning of all tissues tends to be overlooked.

Water is the most essential constituent of our body. It accounts for 55%-70% of out total body weight. The total body fluid is distributed among two major compartments.

1. The extracellular fluid or water present outside the cells in the intestinal spaces and blood plasma.
2. The intracellular fluid or the water present inside the cells

Considering an average of 60% of body weight is contributed by water, an adult weighing 70kg has a total body water of 42 liters of which 28 is intracellular and 14 is extracellular. Water present in the body has electrolytes dissolved in it. Thus when the body looses water, it looses electrolytes as well.

Sodium is the principal electrolyte of the extracellular fluid while potassium is predominant in the intracellular spaces. The normal concentration of ions in the intracellular and extracellular fluids needs to be maintained at all times. This concentration of ions is preserved by a balance between the intake of water and the output or loss of body water.

FUNCTIONS

1. Water quenches thirst and is the most refreshing and cooling of all liquids
2. It is a structural component of all cells. In the bone, water is tightly bound, but in most tissues, a constant interchange takes place between the body compartments of water.
3. It it the medium in which all chemical reactions take place
4. It is an essential component of all body fluids such as blood, lymph, bile etc
5. It acts as a lubricant and helps food to be swallowed and digested food to pass through the gastro intestinal tract.
6. It is essential to maintain the turgidity of cells
7. It acts as a solvent for the products of digestion and helps in transporting these products to different tissues.
8. It regulates the body temperature by taking up and distributing heat produced in cells when metabolic reactions take place.
9. It helps in excreting waste products of metabolic reactions

DAILY INTAKE OF WATER

Apart from the water we drink during the day to relieve thrist between and during meals, there are three major sources of water.

Beverages and liquid foods: Hot and cold beverages such as tea, coffee etc. are largely made up of water. They are an important source of water and nutrients.

Water content of solid foods: Another important source of water is fruits, vegetables etc. Solid food contain varying percentages of water
The water consumed from beverages and solid food amounts to 2,100 ml/day approx.

Metabolic water: It is synthesized in the body as a result of oxidation of fat, proteins, carbohydrates adding to about 200 ml/day.
Oxidation of 100 g fat ► 107 ml water
100 g protein ► 41 ml water
100 g carbohydrate ► 56 ml water

The intake of fluid varies among different people and also varies according to the climate, habits and physical activity on a day to day basis.

DAILY LOSS OF BODY WATER

Insensible water loss: It is the loss of water we are not consciously aware of even though it occurs continuously in all living beings. It includes

(a) Continuous loss of fluid by evaporation frm the skin, which occurs independently of sweating and
(b) Insensible water loss though the respiratory tract, which is about 300-400 ml/day

Water loss through sweat: The extent of water loss through perspiration or sweat largely depends on physical activity and environmental temperature.

Water loss in urine: This is the most important mechanism by which the body maintains a balance between fluid intake and output as well as electrolyte homeostasis. Urine volume can be as low as 0.5 liters/day to as high as 20 liters/day. The rate of filtrations of water in the normal kidney is about 125ml/minute or approx. 180 liters a day for an adult. About 99% of the water filtered is reabsorbed into the blood while 500-2,000 ml is excreted as urine.

Water loss in faeces: Only a small amount of water is normally lost in faeces, The saliva, gastrointestinal secretion and bile may together add to 8 liters or more fluid per day. If there is diarrhea or vomiting, fluid losses may be large and cause dehydration.

WATER BALANCE

Deficiency of Water

Excessive loss of water could take place due to diarrhoea, vomiting, fever, excessive perspiration etc. It can result in dehydration. Dehydration can be classified as

Mild<5% fluid loss
Moderate 5-15% fluid loss
Severe 15-20% fluid loss

A dehydrated person feels thirsty, has a dry mouth, sunken and dry eyes and may feel restless, irritable, lethargic or unconscious in severe cases. The skin when pinched does not go back quickly. A dehydrated person is usually managed by Oral Rehydration Therapy (ORT). The WHO recommends Oral Rehydration Salts (ORS) that are to be dissolved to 1 litre of water.

ORS are most prescribed in cases of diarrhoea. Glucose present in ORS, ORT also includes any of the following.

1. Sugar and salt solution
40g sucrose + 4g NaCl in 1 litre of water
2. Rice water with salt
50g rice + 4 g salt in 1 litre of water
3. Dilute salted lassi
4. Plain water, lemon water, coconut water, thin soups or dal water may also be given along with ORT

If vomiting is severe, intravenous fluids such as normal saline and dextrose need to be given. When the body looses fluids, it looses both water and electrolytes, hence ORS or Dextrose Normal Saline (DNS) is given. Dehydration cannot be treated by giving pure water only

Retention of Water

Oedema is the retention of salt and water in the interstitial fluid giving rise to swelling of the skin. A pit of depression is formed when pressure is applied with the finger to the swollen skin and this is how oedema is distinguished from swelling. Water and salt may need to be restricted.

Daily Requirement

A minimum of sic to eight glasses of water is recommended to enable the body to perform optimally and keep one active and refreshed throughout the day. It should be consumed at regular intervals so that the body is always well hydrated this quantity is independent of other fluids consumed. .

food science - menu planning&mass fp + balanced diet!

2010-05-04T05:34:00.000-07:00

Menu Planning and Mass Food Production

INTRODUCTION

In the past few decades, people ate in restaurants occasionally to celebrate a special event such as an anniversary, a birthday, or an achievement. It was an outing to look forward to, and if one indulged, it did not matter as these outings were rare.

Today, the scenario is different. Eating out has become a way of life. Education and employment has taken many of us away from home, and the mother’s role now has an added responsibility of contributing to the family income. Modern day compulsions have made eating out a necessity. No longer does one find time for the traditional fare of yesteryears and depends on the caterer for the following:
1. Food for festivals and celebrations
2. Meals at the work place
3. Ready-to-eat meals picked up on the way home from work
4. Snacks and sweetmeats for daily consumption
5. Preserves, pickles, papads, etc.
6. All meals served in institutions such as hospitals, school/college cafeteria, mess or dining hall, and boarding schools.

The number of reported cases of diabetes, hypertension, obesity, heart attacks, etc. is on the rise and so is the number of meals consumed away from home. This is not surprising because if one indulges practically everyday, it is bound to result in ill-health because of malnutrition. The caterer’s role has become more significant as the responsibility now lies with the caterer for planning nutritionally adequate meals. Menu planning is the key to overcoming this problem.

DEFINITION
Menu planning is defined as a simple process which involves application of the knowledge of food, nutrients, food habits, and likes and dislikes to plan wholesome and attractive meals.

The caterer who is responsible for providing meals has to decide on various aspects such as:
1. Menu
2. Serving size
3. Food cost
4. Suppliers and quantities to be purchased
5. Standardized recipes to be followed
6. Type of service
7. Meal timings
8. Clientele

The aim of menu planning is to:
1. Meet the nutritional needs of the individuals who will be consuming the food
2. Plan meals within the food cost
3. Simplify purchase, preparation, and storage of meals
4. Provide attractive, appetizing meals with no monotony
5. Save time and money
6. Minimize overhead expenditure, i.e., fuel, electricity, water, labour.

Menu planning is the most important aspect of planning and organization in the food industry. It is an advance plan of a dietary pattern over a given period of time.

Menus are of the following types:
Table d’hôte or fixed price menu It includes two or three courses at a set price. Each course may offer a choice of dishes.

A la carte On this menu, dishes are individually priced and the customers can compile their own menu which may be one, two or more courses.

Banquet menus These are special menus for banquets or functions.

Institutional menus Hospital menus, boarding school menus, and Industrial canteen menus.

Menu may be cyclic which means they are compiled to cover a specified period of time. The length of the cycle may vary and is decided upon by the management. A number of menus are set up and repeated. They are often modified to take into account variations, which may arise for a number of reasons.

FACTORS INFLUENCING MEAL PLANNING
Many factors influence the acceptability of a meal. Customers select what appeals most to them from a menu card based on individual likes and dislikes, budget, popularity of items, etc. However, while planning meals the following factors need to be considered.

Nutritional Adequacy
The most important consideration in menu planning is to ensure that the meal fulfils the nutrient needs of the individual consuming the meal. For example, if the meal is planned for an Indus trial worker, it must meet the RDAs for that age group. Foods from all basic food groups should be included in each meal so that the meal is balanced and nutritionally adequate. Nutrient needs may be modified for hospital diets (therapeutic diets).

Economic Considerations
The spending power of the clientele has to be kept in mind and meals have to be planned within the budget. Low cost nutritious substitutes should be included in the menu to keep the costs low. The food cost should be maintained, if the organization has to run profitably.

Food Service
Menus should be planned in relation to the type of food service, whether it is cafeteria, seated service, buffet, etc.

Equipment and Work Space
The menu should be planned keeping the available equipment and workspace in mind. Deep freezers, refrigerators, grinders, dough kneaders, deep fat fryers, boilers, etc. should be adequate.

Leftover Food
An effective manager should consider as to how leftovers could be rotated to obtain maximum profit. Adequate storage space and hygienic standards should be ensured to minimize the risk of contamination and spoilage of food.

Food Habits
Food habits of the customer is another important criteria which needs to be considered as food served has to be acceptable to the customer. Special attention should be paid when a particular type of community is catered to. Religious considerations should be known to the meal planner.

Availability
Some fruits and vegetables are seasonal. During the season the cost is reasonable and quality is better. Today, practically all fruits and vegetables are available throughout the year because of advanced preservation technology. However, seasonal fruits and vegetables should be given preference. Regional availability influences menu planning. For example, fish and sea food is fresh and cheaper in coastal areas.

Meal Frequency and Pattern
The meal timings and number of meals consumed in a day, whether meals are packed or served at the table, also influences the selection of food items on the menu. The age, activity level, physiological state, work schedule, and economic factors need to be known before planning meals for institutional catering.

Variety
This is one of the most important considerations while planning meals. A variety of foods from the different food groups should be included. The term variety means
1. Variety in food ingredients
2. Variety in recipe
3. Method of cooking
4. Colour, texture and flavour
5. Variety in presentation and garnish.

A meal should look attractive and be appetizing. A judicious blend of flavours, attractive colour combinations and different textures make food enjoyable and interesting. The method of cooking used for different items on the menu should vary.
For example, two deep fried items would make the meal heavy. Simple processes such as fermentation and sprouting not only contribute to improved flavour and digestibility, but also enhance the nutritive value of the meal.
A well planned meal which is nutritionally adequate would have a good satiety value and prevent the occurrence of hunger-pangs before it is time for the next meal. The nutritional adequacy of a meal in an a la carte service depends on the food choices made by the customer. It is the duty of the caterer to offer adequate, nutrient dense foods to the clients, to choose from.

PLANNING BALANCED MEALS

Meal planning involves proper selection of food to ensure balanced meals. In Chapter 20 on balanced diets we have studied how food is classified into five basic food groups to help us plan balanced diets. We have also read that food can be classified on the basis of its source, the nutrients present in it, or on the basis of its functions into 3 – 11 groups. These food groups help us in planning balanced meals which supply all essential nutrients. In this chapter we will study the three basic food groups classified on the basis of functions performed by nutrients as this is the simplest way to ensure adequate nourishment to the body.

The three main functions performed by food are:
1. Providing energy
2. Body building and maintenance
3. Regulation of body processes and protection against infection.

On the basis of functions performed, food is classified into the following three groups.
1. Protective/regulatory foods
2. Body building foods
3. Energy giving foods

Protective/Regulatory Foods
All fruits and vegetables – green leafy and other vegetables and all fruits are included.

Green leafy vegetables, Rich in carotene and
Orange, yellow and red ascorbic acid. Also
Fruits and vegetables, contain minerals, fibre,
Citrus fruits. And carbohydrates.

Body Building Foods
Foods rich in protein are included in this group. Nuts and oilseeds also provide fats.

All animal proteins Protein, vitamin and mineral
Pulses, nuts and oilseeds Protein, vitamin, mineral,
fibre,oils.

Energy Giving Foods
This group provides mainly carbohydrates and fats, along with proteins, some vitamins and minerals, and essential fatty acids. Foods included in this group are :

1. Cereals and millets, Carbohydrate rich roots and tubers. with other nutrients.
2. Sugars and jaggery Only carbohydrates.
3. Fats and oils Mainly fats.

While planning meals one should ensure that foods from all three groups is included in each meal. This classification is simple and easy to use for menu planning.

STEPS IN PLANNING BALANCED MEALS

1. Collect information regarding the customer with respect to

• Age
• Gender
• Activity level
• Religion
• Socio-economic background
• Food habits

2. Check the RDAs for energy and proteins
3. Prepare a food plan, i.e., list number of servings from each food group to meet the RDA.
4. Decide on number of meals.
5. Distribute servings for each meal.
6. Select foods within each group and state their amount.
7. Plan a menu.
8. Cross check to ensure that all food groups are included in requisite amounts.

Using the above steps, plan a balanced diet for a day.
Example : planning balanced meals for college students residing in a hostel.

1. Basic information

Age : 16 – 18 years
Gender : Male
Activity : Moderate
Religion : Hindu
Background : Urban, middle income families
Food habits : Cosmopolitan

2. Recommended Dietary Allowance for

Calories : 2640
Protein : 78g

3. Food Plan

EFFECT OF QUANTITY COOKING AND PROCESSING ON NUTRIENTS
Almost all foods consumed today need some form of cooking and processing before it is fit for service and consumption. Fruits and vegetables used in salads or for chutney are consumed uncooked. The nutrients we receive from the meals we consume depend to a large extent on cooking and processing practices which are being used. While some amount of nutrient loss is inevitable, cooking has many benefits which are listed below.

Benefits of Cooking Food
1. Cooking increases palatability
2. Cooking makes food easier to digest by destroying anti-digestive factors such as trypsin inhibitor in soya beans.
3. Pathogenic micro-organisms are destroyed.
4. Shelf life is increased by destruction of spoilage organisms and denaturation of enzymes.
5. The appearance of food improves, e.g., cooked meat versus raw meat.

Common Food Processing Techniques
1. Removal of unwanted outer layers, e.g., potato peels, inedible shells and scales of fish, and pea pods, and removal of inedible seeds, stones, etc.
2. Cutting, slicing, micing, grinding, or reducing the size of vegetables, fruits, meat, etc.
3. Liquefaction and emulsification, milling and blending.
4. Heat treatment – blanching, cooking by various methods such as boiling, frying and roasting.
5. Incorporation of air – beating, whipping, aeration of soft drinks.
6. Extrusion.
7. Dehydration, freeze drying, deep freezing, etc.
8. Fermentation.

Food prepared in large quantity in institutional kitchens or in food processing plants is more prone to loss of nutrients, if adequate care is not taken to retain or preserve the nutrient. This is because if food is cooked in bulk, the pre-preparation begins hours in advance, e.g., vegetables have to be cut in advance and if these are not blanched and refrigerated to inactivate enzymes, oxidative losses of labile vitamins will continue at room temperature. Apart from nutritive value, the crisp texture of salads is also lost and phenol containing vegetables will discolour and turn brown, making the dish unattractive and unappetizing.

Effect of heat on nutrients
Cooking has beneficial effects on carbohydrates because of gelatinization of starch, favorable browning reactions such as Maillard reaction and caramelization of sugar which gives colour and flavour to food.
Proteins too take part in Maillard reaction along with sugar. Enzymes which catalyse undesirable enzymatic reactions in fruits such as apple and pears, and vegetables such as potato and brinjal are inactivated on blanching or cooking these foods. Enzymes which hasten oxidative destruction of vitamin C or ascorbic acid are denatured by blanching. Proteins get denatured by heat.
The chemical reactions that take place when oil is heated continuously during deep fat frying bring about hydrolysis, oxidation and polymerization of the oil.
The moisture from the foods being fried hydrolyse fat into free fatty acids, mono and diglycerides and glycerol.

The release of moisture, high frying temperatures of 160-190degrees C, presence of carbonized crumbs in the oil and oxygen from the atmosphere during frying brings about oxidation of the oil. Repeated use of the frying medium forms thermal and vitamins. These products undergo polymerization and increase the viscocity of the oil. The oil darkens in color, has a lower smoke point and foams when used for frying. Such oil should be discarded. Fat soluble vitamins dissolve in fat used for deep frying specially if the food to be fried is not well coated.

Effect of alkali
Alkali is used during cooking and processing to soften vegetables, make pectin soluble, and dissolve hemicelluloses. It is also used as lye(sodium hydroxide) to peel vegetables during processing. A pinch of sodium bicarbonate added to green vegetables helps in brightening the green colour. However, B-complex vitamins and ascorbic acid are destroyed in an alkaline medium. The use of alkali to hasten the cooking process for vegetables and pulses should be discouraged. Excessive cooking in an alkaline medium not only destroys vitamins but makes the texture mushy and gives a soapy taste to the product.

Effect of acid
An acidic medium while cooking helps preserve water soluble vitamins and retards enzymatic browning of certain fruits and vegetables. Vegetables and pulses take a longer time to cook in an acidic medium as acids precipitate pectin and hardens vegetables.

Effect of washing and soaking
While preparing food, water soluble vitamins and minerals leach out into the cooking or washing water. These losses can be minimized by washing the uncut fruit or vegetables and not soaking the cut vegetables in water.
Soaking grains and pulses in water is beneficial as soaking increases digestibility and reduces cooking time.

Effect of sprouting and fermentation
Soaking whole grains overnight in water and tying them in a muslin cloth to allow them to germinate has many beneficial effects.
1. In sprouted grains, the dormant seed becomes active and synthesizes vitamin C.
2. Partial breakdown of carbohydrates, proteins and fats begins making it easier to digest.
3. The bio-availability of nutrients especially calcium and iron increases.
4. The active seeds synthesize vitamin C and thiamine, riboflavin and niacin content increases.

Exposure to air or oxidation
Exposure of finely divided foods to oxygen of the air reduces the vitamin C content by oxidation. The enzyme ascorbic acid oxidase is released when fruits and vegetables are cut. The enzyme activity is temperature dependent and can be inactivated by blanching or by storing cut fruits and vegetables at refrigeration temperatures or by adding acid.
Vitamin A is destroyed on exposure to air. The colour of cut carrots
(carotene) fades due to oxidation and B-complex vitamins are also affected.

Milling
Whole meal flour contains all nutrients present in the grain. In flour with 100% extraction no nutrients are lost. Low extraction flours (45% extraction) are light in color and are mainly starch with some protein and fat. Approximately 70% of all B-complex vitamins, minerals and dietary fibre present in the whole grain are lost during milling.
Polished rice(the form in which rice is consumed) loses 75% vitaminB1 or thiamine, while parboiling helps in retaining some of the vitamin.
Cooking and processing practices vary widely from one region to another, hence no authentic information on exact losses can be known. While cooking has both adverse and beneficial effects, proper practices can minimize the adverse effects and maximize the benefits so that food can become more wholesome and safe.

Enhancing nutritive value of food
Process Foodstuff Nutrient
Fortification/enrichment Salt
Bread
Hydrogenated fat

Flour

Fruit juice Iodine
Lysine (amino acid)
Vitamin A and vitamin D
Vitamin B1, niacin, Fe and Ca.
Vitamin C
Sprouting Whole grain cereals and pulses Vitamin C
B-complex vitamins
Bioavailability of iron increases
Fermentation Cereal and pulses
Bread dough Thiamine, riboflavin and niacin
Food combinations Cereal +pulses
Cereal + small quantity of animal protein
Cereal + pulses + green leafy vegetables Protein quality improves, becomes complete protein.
Iron utensils for cooking and tempering Any food, preferably acidic, cooked or stirred or tempered with iron cooking utensils. Iron
Correct cooking methods Correct washing, pre-preparation, cooking and storage procedures. Maximum retention of nutrients

The release of moisture, high frying temperatures of 160˚C - 190˚C, presence of carbonized crumbs in the oil and oxygen from the atmosphere during frying brings about oxidation of the oil. Repeated use of the frying medium forms thermal and vitamins. These products undergo polymerization and increase the viscosity of the oil. The oil darkens in colour, has alower smoke point, and foams when used for frying. Such oil should be discarded. Fat soluble vitamins dissolve in fat used for deep frying specially if food to be fried is not well coated.

Effect of alkali
Alkali is used during cooking and processing to soften vegetables, make pectin soluble, and dissolve hemicellulose. It is also used as lye (sodium hydroxide) which is a caustic alkaline chemical to peel vegetables during processing. A pinch of sodium bicarbonate added to green vegetables helps in brightening the green colour. However, B-complex vitamins and ascorbic acid are destroyed in an alkaline medium.

Balanced Diet

INTRODUCTION

Nutrients are needed by humans in specific amounts to ensure good health and well-being. These nutrient needs are met by eating the right kinds and amounts of food, if a diet is planned and given to an individual with the correct kinds and proportions of different nutrients, and he is asked to follow it everyday, it will become monotonous. Also a diet which is acceptable to one individual may not be acceptable to another individual for many different reasons such as food preferences, customs, food habits, age, economic reasons, and allergies.

RECOMMENDED DIETARY ALLOWANCES

While planning balanced diets, we need certain guidelines regarding the kinds and amounts of nutrients that require for maintenance of good health. The RDA is the guideline stating he amount of nutrients to be actually consumed in order to meet the requirements of the body. The RDA is based on requirements.
The requirement for a particular nutrient is the minimum level that needs to be consumed to perform specific functions in the body and to prevent deficiency symptoms. It should also maintain satisfactory stores of the nutrients in the body.
Recommended dietary allowances are based on a person’s requirements for different nutrient. In other words

Recommended Dietary Allowances = Requirement + Margin of safety

The margin of safety is added to take care of factors such as:
1. Losses during cooking and processing
2. Short periods of deficient intake
3. Nature of the diet
4. Individual variations in requirements.

For example the requirement of iron in western countries is 10 mg for adult men and 15 mg for adult women respectively, while Indian RDAs suggest an intake of 28 mg for adult men and 30 mg for adult women. This is because the form of iron consumed varies and the factors interfering with absorption of iron such as phytates in cereals and larger proportions of nonhaeme iron present in Indian diets. The requirement for vitamin C or ascorbic acid is actually 20 mg, but since the vitamin is easily destroyed during pre-preparation, cooking, and storage. The recommended intake is twice the requirement and is 40 mg/day.
The RDAs apply to healthy individuals and are set high enough to cover individual variation. They are based on gender, age, body size, activity level, and special physiological state. Disease and drugs prescribed for treatment for one or more nutrients.

RDAs for Specific Nutrients

The RDAs are expressed in metric units such as kilocalorie (kCal), grams (g), milligrams (mg), and micrograms (µg).
How much food each individual will need will depend on many factors which have been considered while computing the Recommended Dietary allowances. Factors such as age, gender, and special physiological needs have been kept in mind. The RDA table gives us the quantity of different nutrients to be included in our daily diet. The second important factor we need to know to know to ensure the right selection of food is its nutritive value. Most foods contain more than a single nutrient. The nutritive value of different foods have been analysed in the laboratory and on the basis of this information , food consumption tables have been formulated.
This tables give us the percentage of important nutrients in the edible portion of all foods we consume, we can calculate its nutritive value with the help of food consumption tables. This can be compared with the RDAs which will tell us wether our diet is nutritionally adequate or not. The RDA is a goal to be achived and food is selected so that we reach the goal.
However, this process is time consuming and not at all practical as lengthy calculations are necessary. What is needed is a practical guide which can help individuals to select foods of their choice according to their choice according to their nutritional requirements. Since no single food provides all the nutrients in desirable amount, and all foods differ in their nutrient content, it becomes necessary to divide food into groups to help us consume a balanced diet.

Balanced Diet A balanced diet is one which includes a variety of foods in adequate amounts and correct proportions to meet the day’s requirements of all essential nutrients such as proteins, carbohydrates, fat, vitamins, minerals, water and fibre. Such a diet helps to promote and preserve good health and also provides a safety margin or reserve of nutrients to withstand short durations of emergency.
The safety margin takes care of the days on which we fast, or on a certain day all nutrients may not be consumed. If the balanced diet meets the RDA for an individual;, then the safety margin is already included as the RDA is formulated keeping extra allowances in mind.
A balanced diet takes care of the following aspects:

1. It includes a variety of food items
2. It meets the RDA for all nutrients
3. Nutrients are included in correct proportions
4. Provides a safety margin for nutrients
5. It promotes and preserves good health
6. Maintains acceptable body weight for height

BASIC FOOD GROUPS

One of the simplest ways to plan a balanced diet is to divide foods into groups. Foods are grouped on the basis of the predominant nutrients present in them. They may be classified into three, four, five, seven or eleven food groups. This classification varies from one country to another depending on many factors. For example, in India we do not have milk products or flesh foods as a separate food group because of religion, economic reasons, etc. The five food group classification is used in India as a guide to meal planning. Many factors have been considered while compiling these groups such as availability of food, cost, meal pattern, and deficiency diseases prevalent. Not all foods in each group are equal in their nutrient content. That is why a variety of foods from each group should be included in the diet.
A food group consists of a number of foods which have common characteristics. These common features may be the source of food, the physiological function performed, or the nutrients present.
On the basis of the source of food, at least fourteen groups can be identified, e.g. cereals, pulses, milk and milk products, egg, flesh foods, nujts and oilseeds, sugar and sweetness, fats and oils, root vegetables, other vegetables, green leafy vegetables, fruits, condiments and spices, and miscellaneous foods. This does not simplify the planning of balanced meals. A classification based on nutrients present will ensure that all nutrients made available to the body and offer greater variety within the group.

GUIDELINES FOR USING THE BASIC FOOD GROUP

1. Include at least one or a minimum number of servings from each food group in each meal.
2. Make choices within each group as foods within each group are similar but not identical in nutritive value.
3. If the meal is vegetarian proteins with suitable combinations to improve the overall protein quality of the diet. For example, serving cereal, pulse combinations or including small quantities of milk or curds in the meal.
4. Include uncooked vegetables and fruits in the meals.
5. Include at least one serving of milk to ensure a supply of calcium and other nutrients as milk contains all nutrients except iron, vitamin C, and fibre.
6. Cereals should not supply more than 75% of total calories.

The food guide pyramid is an educational tool that shows the dietry guidelines in the easily understand graphic format. It was originally prepared by the Human Nutrition Information Service and published in 1992 by the U.S. Department of Agriculture. It is meant for use by the general healthy population s a guide for the amounts and types of foods to be included in the daily diet. The pyramid was designed to help teach the concepts of variety, moderation and the inclusion of food types in appropriate proportion in the total diet. The food guide pyramid can be modified for different age groups. Food guide pyramid helps to reduce the risk of chronic diseases and meets the RDA of different nutrients.
FOOD EXCHANGE LIST The food exchange lists are used in meal planning to make a quick and fairly accurate estimation of the nutritive value of diets. These are used to calculate the energy, carbohydrates, fats and proteins content of the meals. The exchange lists were first published by a joint committee of the American Dietetics Association, American Dietetics Association and the U.S. Public Health Services in 1950 and were revised in 1976.
In the making of exchange list, similar foods are grouped together so that specified amounts of all foods listed in that group or exchange, have approximately the same energy, carbohydrates, proteins, and fats content. The nutritive value of specific foods in the exchange may slightly differ from the average value for that food exchange, but on variety of food selected in the daily diet, these differences tend to get cancelled. So any, one food in a particular list can be exchanged for any other food of the same list.
So, an exchange list allows one to make a wider choice in selecting foods within every exchange, while controlling the total energy and fats in the total diet.
EXCHANGE LIST

SR.NO Name of food item Exchange Amt (g) Energy (Kcal) CHO (g) Protein (g) Fats(g)
I Cereals 1 30 100 21 3 0.5

II Pulses 1 30 100 17 7 0.5
Soyabean 1 23 100 4.8 10 4.4

III Nuts and oilseeds 1 8 50 1.7 1.7 4

IV Milk and milk prdts
Milk ( C) 1 150ml 100 6.6 5 6
Curds ( C) 1 150 100 4.5 4.5 7
Paneer( C) 1 40 100 - 7 8
Cheese 1 20 100 2 7 7
Milk ( B) 1 85ml 100 4 4 7.5

V Meat and Poultry

Fowl, goat meat 1 90 100 - 18 3
Mutton muscle 1 50 100 - 10.5 6.5

Egg (Hen) 1 50 85 - 6.6 6.6

VI Fish 1 100 100 2 21 1
Bombay Duck 1 35 100 - 21 2

VII Veg A 1 150 25 6.2 - -
Fresh green peas 1 27 25 4.3 2 -
(ash gourd, ambatchuka, amaranth ,bottle gourd, bitter gourd, brinjal, celerystalk,cabbage,tomato,coriander,colocasia,cucumber,cluster,capsicum,cluster beans, cauliflower, cowpea pods, drumstick leaves, drumstick, French beans, ghosala, jackfruit, knol khol greens, knol khol, lettuce, ladies fingers, mayalu, mustard leaves, mint, methi, mango green pumpkin, parwar, plaintain green, ridge gourd, radish white. Radish pink, snakegourd. Spinach, shepu, tinda, tomatogreen, onionstalks)

VIII Veg B 1 50 50 11 1.5 -
( Yam, potato, colocassia, sweet potato, tapioca)
Carrot, onion, beetroot 1 100 50 11 1.5 -

IX Fruits
Group I 1 300 50 12.5 - -
Muskmelon and watermelon
Group II 150
Fig and papaya 50 12.5 - -
Group III 1 100 50 12.5 - -
Orange, guava, sweet lime
Group IV 1 80 50 12.5 - -
Apple, cherries, lichi, grapes
Group V 1 50 50 12.5 - -
Banana, mango, chickoo.
Dry fruits 1 15 50 12.5 - -
Raisins, Dates, prunes.

X Fats, oil and sugars
Oil 1 11 100 - - 11
Ghee 1 11 100 - - 11
Butter 1 14 100 - - 11

Sugar 1 12.5 50 12.5 - -
Honey 1 15.6 50 12.5 - -
Jaggery 1 13 50 12.5 - -

XI Miscellaneous
Sago 1 30 100 25 - -
Arrowroot 1 30 100 25 - -
Makhana 1 30 100 22 3 -
Papad 1 in no 8 23 4 1.7 -

fp-masala and rice&pulses

2010-04-28T06:33:00.000-07:00

Understanding Masalas for F.Y B.Sc
Remember the last time you had a great biryani, chicken tikka or paneer makhani, what was it that made the experience so mouth watering!
Was it the masala?
Every kitchen commercial or household generally has a “hatri” or masala trolley to store different masalas; this is an integral part of creating that particular cuisine.
Spices can be divided according to the following classification
Spices
Dry Ground

Single Blends Single Blends
Spices can be the seed(Cumin),Flower(Clove),Resin (Asafetida),Leaf(Mint),Bark(Cinnamon),Root(Turmeric),Fruit(Amchoor),Stigma(Saffron) etc. coming from plant sources. Other not so common categories include mineral salts like black salt, Fungus (Dagad Phool or patthar ka phool).
Some other flavorings apart from Spices but equally important can be. Acids (Nimboo ka sat or Citric Acid), Oils (Sesame oil, Mustard Oil), Essences like (Kewra or Screw pine/Rose).
Masala can be defined a blend of various ingredients including spices. It generally contains spices (e.g. coriander powder, chili powder) +Thickening agents (e.g. Khus khus, cashew paste etc.)+acidic medium (tomato, yoghurt etc.)+liquid (coconut milk, stock etc.) .Some ingredients play more than one role like tamarind gives sourness and also acts as the liquid)
The Following chart has information regarding individual Spices.

The next Step is to understand Spice blends, these blends can be dry/dry roasted/crushed/fresh/ground etc. Every chef/Cook/Household/Proprietor has their own approach to these blends, these blends are highly guarded secrets in some cases .some blends are preparation specific Like Chana Masala, Mutton Masala, and Gram Masala. Some blends are cuisine /region/community specific like Malwani Masala, Chettinad Masala, Goda Masala, Parsi dhansak masala etc.

RICE

Rice is the seed of a monocot plant Oryza sativa. As a cereal grain, it is the most important staple food for a large part of the world's human population, especially in East, South, Southeast Asia, the Middle East, Latin America, and the West Indies. It is the grain with the second highest worldwide production, after maize ("corn").
[1] Since a large portion of maize crops are grown for purposes other than human consumption, rice is probably the most important grain with regards to human nutrition and caloric intake, providing more than one fifth of the calories consumed worldwide by the human species.
[2]A traditional food plant in Africa, rice has the potential to improve nutrition, boost food security, foster rural development and support sustainable land care.
[3]Rice is normally grown as an annual plant, although in tropical areas it can survive as a perennial and can produce a crop for up to 30 years.
[4]The rice plant can grow to 1–1.8 m tall, occasionally more depending on the variety and soil fertility. The grass has long, slender leaves 50–100 cm long and 2–2.5 cm broad. The small wind-pollinated flowers are produced in a branched arching to pendulous inflorescence 30–50 cm long. The edible seed is a grain (caryopsis) 5–12 mm long and 2–3 mm thick.

Types of Rice.

1. Paddy Rice - Rice still in its original state with no further
Treatment after threshing.
2. Brown Rice - (Husked Rice) Rice with the outer husk
Removed having a characteristic beige color.
3. White Rice - Brown rice from which all the germ is
Removed by passing through machines that rasp the grain. It is also called unpolished rice.
4. Polished Rice - White rice that has been passed through
Machines that remove any flour still adhering to the grain.
5. Glaze Rice - Polished rice covered with a fine layer of
French chalk and suspended in glucose,
Specially processed to give a shine.
6. Steamed Rice - Paddy rice that is cleaned, soaked in hot
Water, steamed at low pressure, de-husked & blanched.
7. Pre-cooked Rice - Rice that has been husked, soaked, boiled for
1 – 3 minutes. And dried at a high temperature.
8. Camolino Rice - Polished and lightly coated with oil.
9. Puffed Rice - In India it is roasted and fried on hot sand.

10. Wild Rice - The seed of an aquatic grass, related to the
Rice plant, it grows one by one up the stalks and resembles little black sticks. It is very expensive.
11. Basmati Rice - Indian rice with long grains, with a
Distinctive flavor. Old basmati rice is the most prized and is rarely available.
12. Sticky Rice - Round grain rice which has a very high starch
Content. Rarely available, it is most ideal for Chinese cooking.
13. Rice Flakes - Rice that is steamed, husked & flattened into
Flakes, it is eaten for breakfast with milk & sugar.
Or as a savory preparation (poha)

Rice is also used to make a variety of alcoholic drinks. :-
CHOUM - In Vietnam
SAMAV - In Malaysia
SAKE - In Japan
CHAO XING - In China

Nutrition: Rice has a very high Calorific value (350 cal, per 100 g. in whole rice & 120 cal. Per 100 g. in balanced rice). It is very rich in digestible starch (77 %) and also in vitamins B1, B2 and minerals.

Cooking of Rice

A) In Water:
1. Rice is put into the vessel with twice the amount of water, brought to a boil, and cooked till the water is absorbed.
2. Alternatively it can be poured into a vessel of boiling water, brought to a boil, cooked and drained off.

B) In Stock -In this method the rice is lightly fried in hot oil and stock is added to it. It is then cooked till the Rice is soft and all the stock has been absorbed.

C) In Milk : Rice is normally cooked in milk for making desserts. Short
Grained rice is ideal for this type of cooking because the
Grains stick together thus giving thickening properties to
The dish.

PULSES /LEGUMES/BEANS

A pulse is an annual leguminous crop yielding from one to twelve grains or seeds of variable size, shape, and color within a pod. Pulses are used for food and animal feed. The term "pulse", as used by the Food and Agricultural Organization (FAO), is reserved for crops harvested solely for the dry grain. This excludes green beans and green peas, which are considered vegetable crops. Also excluded are crops that are mainly grown for oil extraction (oilseeds like soybeans and peanuts), and crops which are used exclusively for sowing (clovers, alfalfa). However, many of the varieties so classified and given below are also used as vegetables, with their beans in pods while young cooked in whole cuisines and sold for the purpose; for example black eyed beans, lima beans and Toor or pigeon peas are thus eaten as fresh green beans cooked as part of a meal. Pulses are important food crops due to their high protein and essential amino acid content. Like many leguminous crops, pulses play a key role in crop rotation due to their ability to fix nitrogen.

Protein content

Pulses are 20 to 25% protein by weight, which is double the protein content of wheat and three times that of rice. For this reason, pulses are called "vegetarian's meat". While pulses are generally high in protein, and the digestibility of that protein is also high, they often are relatively poor in the essential amino acid methionine, although Indian cuisine includes sesame seeds, which contain high levels of methionine. Grains (which are they deficient in lysine) are commonly consumed along with pulses to form a complete protein diet.

Health

Pulses have significant nutritional and health advantages for consumers
[1] They are the most important dietary predictor of survival in older people of different ethnicities
[2] And in the Seven Countries Study, legume consumption was highly correlated with a reduced mortality from coronary heart disease.

Examples

1. Dry beans
* Kidney bean, haricot bean, pinto bean, navy bean
* Lima bean, butter bean
* Azuki bean, adzuki bean
* Mung bean, golden gram, green gram
* Black gram, Urad
* Scarlet runner bean
* Ricebean
* Moth bean
* Tepary bean
2. Dry broad beans
* Horse bean
* Broad bean
* Field bean
3. Dry peas
* Garden pea
* Protein pea
4. Chickpea, Garbanzo, Bengal gram
5. Dry cowpea, Black-eyed pea, blackeye bean
6. Pigeon pea, Arhar /Toor, cajan pea, congo bean
7. Lentil
8. Bambara groundnut, earth pea
9. Vetch, common vetch
10. Lupins
11. Minor pulses include:
* Lablab, hyacinth bean
* Jack bean , sword bean
* Winged bean
* Velvet bean, cowitch
* Yam bean

Sprouts
Edible Sprouts are germinated plant seeds which are edible. They are usually produced by soaking the seeds at regular intervals over a 1-4 day interval. Sprouts are believed to be highly nutritious and rich in enzymes which promote good health.

Convenience: - They can be easily grown anywhere.
Offers a variation: - With their nutty flavor and crisp texture. Sprouts are simply a nice change from vegetable.

Cooking of Pulses and legumes. : Since pulses and legumes are very low in moisture content they have to be soaked in water. It’s advisable to soak pulses and boil them in the same water in which soaked as some nutrients may have bleached out to water.
Besides boiling pulses are roasted, fried and ground to make flour and then be used for various purposes.

Uses of Pulses

1. As dals - the basic course of Indian cookery.
2. As soups - e.g. Mulligatawny
3. Providing mutual supplementation of amino acids in Khicdi
4. As flour in missi roti, Besani roti.
5. As basic ingredient for idlis, uttapas and chillas.
6. As base ingredient or coating as in pakodas, wadas of various kinds.
7. As base for desserts like laddoos, mobanthal, payasam, Boondi.
8. As snacks like fried dal, sev, ganthias
9. Base ingredients for papads.
10. As stuffing as in dal kachories, puran polies, stuffed tikkis.
11. In chats and sprouted salads.

hk - management&planning, guest room inspections, environment awareness in hotel industry, daily routine of hk dept, communication system in hk, work order.

2010-04-25T06:27:00.000-07:00

House-Keeping Management and Planning

Example of productive standard worksheet:
Total Shift Time = 9 hrs X 60 mins = 540 mins.
Beginning of Morning Shift = 20 mins
Tea Break = 10 mins
Lunch = 30 mins
Evening Tea Break = 10 mins
End of Morning Shift = 20 mins
(handover)

Therefore., the room attendant is there for 450 mins in guest room (540-90).Therefore, mins & each room takes 30 mins to clean. Therefore, the attendant can clean 15 rooms in 450 mins.

(Turndown service) + Cleaning = (7-8 mins actually,10 mins/room)

450/10 =45 rooms/employee
Each employees cleans 45 rooms
5 mins – bed
10-15 mins – rack & carpet
10 mins – bathroom

Planning is probably the Executive Housekeepers most important management function. Without proper planning each day may present one prices after other. Since the Housekeeping is responsible for cleaning & maintaining so many different areas of the hotel. Planning should be undertaken in a systematic manner in order to obtain set objectives. Certain documents are essential & they are:
#Area Inventory List (AIL) : Planning the work of the Housekeeping Department begins with creating an inventory list of all items within each area that will need Housekeeping attention . Since most properties offered several different types of guestrooms, separate inventory list may be needed for guest room type . When preparing the guestroom ‘AIL’, it is a good idea to follow the same system that room attendant will use as their sequence of cleaning task & that supervisor will use in the course of their inspection.
Eg. Area within a guestroom may appear on an inventory list as they are found from right to left & from top to bottom around the room.
#Frequency Schedule : It indicates how often items on inventory list are to be cleaned. Items that must be cleaned on a daily or weekly basis become a part of a routine cleaning cycle and are incorporated into standard work procedures. Other items which must be cleaned, monthly or less frequently are inspected on a daily basis but they become part of a spring cleaning programme & are scheduled special cleaning projects.
#Performance Standard : They are required levels of performance that establish the quality of work that must be done according to the expectations of the property. The key to consistency in service is the performance standards which the Executive Housekeeper develops, daily inspections & periodic performance. Evaluation should follow up with specific on the job coaching & re-training. This ensures that all employees are consistently performing their tasks in the most efficient & effective manner.
# Productivity standards : (Refer previous example) It determines the quality of work to be done by department employees. Productivity standards must be determined in order to staff the department within the limitation with the hotel operating budget plans. Housekeeping Managers must know how long it should take a room attendant to perform the major cleaning tasks identified on the cleaning frequency schedules such as guestroom cleaning. Once this information is known, productivity standards can be developed, performance & productivity standard should be carefully balanced. If the quality expectation are set too high, the quantity of work that could be done may be low.
#Recycled & non recycled inventories: The Executive Housekeeper is responsible for 2 types of inventories. 1) Recycled inventory : It includes linen equipments & some guest supplies like extra bed, iron ,etc. The no. of recycled items that must be on hand to ensure smooth operations is expressed as a ‘PAR’. It refers to the standard number of items that must be on hand to support daily routine housekeeping operations eg. One par of linen is the total number of items needed to outfit all the hotel guestrooms once. Most sister hotels would on a ‘four-par’ of guest rooms linen (guestroom, floor pantry, laundry & linen). 2) Non-recycled inventory : They include cleaning supplies, guestroom supplies, guest-amenities like toothbrush, hair-conditioner,etc. They are used up during routine activities of the housekeeping department. A purchasing ordering for non recycled inventory items established a ‘par’ no. based on 2 figures i.e Maximum & minimum quantities.Tge minimum quantity is the least amount at which reordering is done taking into consideration the lead time (it is time taken by the supplier to convey goods from the time the order is placed).The maximum quantity is the amount ordered.

Guest room Inspectitions

Guest room inspection.
1. Bedroom:
i. Procedure.
Check guest room entrance door.
Note any scratch marks, sumdy or dirt/dust on surface.
Check for ‘DO NOT DISTURB’ sign on inside knob of the door.
Check proper operation of locks, chains and door stops.

ii. Check condition and cleanliness of light switches and surrounding wall area.
iii. Scan ceiling, walls, woodwork for any damage, dirt/dust.
iv. Check curtains for stains, check that hooks are in place and the rods work correctly.
v. Check window sills window for cleanliness, make sure windows are locked and that locks work properly.
vi. Make sure heating and air-conditioning unit is free from dirt and dust, operates correctly and the temperature is set according to property standards.
vii. Make sure telephone is clean and works properly.
viii. Check the bed
Make sure that the bed has fresh lineu.
Check condition of the bed spread and check the edges of the bed.
Look under the bed for trash or guest item.
Check head board for the dust.

ix. Check room furniture for scratches damage and dust check upholstery for stains.
x. Check lamps for starches and dust. Make sure light bulbs are of proper voltage.
xi. Turn –on television set to check for proper operation, turn-off and check for scratches , damage and dust.
xii. Check carpets and bade oafs or skirting boards for dirt, stain and dust.
xiii. Check that wardrobes are clean and have the proper anonym of hangers.
xiv. Check pictures and mirrors for dust,
xv. Check that bedroom amenities such as stationary and match-boxes are properly stacked.
xvi. Make a final check around the room to make sure that all items are well positioned and that all areas ceiling to the floor are cleaned and well maintained.
xvii. Complete a work order request and/or notifying the appropriated department for any item needing attention or repair.

BATHROOM

Procedure
i. Check bathroom door for scratches, marks or dust in the surface
ii. Check condition and cleanliness of light switches and surrounding wall area.
iii. Scan ceiling, walls and tiles for any damage, dirt and dust.
iv. Check shower area check tub and fixtures for watermarks, soap films and hair.
v. Check fixtures for correct position and operation.
Make sure bath not is in place.
vi. Inspect vanity and sink area
Check sink and counter area for watermarks, soap film and hair.
Check mirror for spots.
vii. Check toilet for cleanliness, flush to check for proper operation.
viii. Check floor and base board for dirt and dust.
ix. Make sure that towels are neat and cleanly arranged on towels racks.
x. Check toilet and facial issue and supply.
xi. Check that bathroom amenities such as soap, shampoo and mouth wash are properly stacked.
xii. Make a final check of bathroom to make sure all items are well positioned and that all areas from ceiling to floor are clean
xiii. Complete the work order request and/or notify the appropriate dept. for any item needing attention or repair.

ENVIRONMENT AWARENESS IN THE HOPITALITY INDUSTRY

The IHEI (International hotel Environmental Initiative) was founded in 1992 by 10 multinational hotel groups. The main objective was to :-
1. Raise environmental awareness in the hotel industry
2. Development of hotels specific to environmental information enabling hotels of all sizes to implement environmental programs
3. Promote the hotel sector to position itself as a leader in sustainable development within the tourism industry.
The 3 major basic principles of environmental conservation are –
1. Reduce: use less resource – leads to immediate cost savings.
2. Reuse: eg – laundry bags, washable napkins, rechargeable batteries
3. Recycle: eg – papers, bottles etc.
Following eco-friendly products can be used in hotels –
• Civil Work:
1. QED wall panels(Quite Easily Done) – It is used for internal partitions. Material is 4 inches thick per block and is made from fertilizer waste – terulite and vermin proof and is fire resistant.
2. Siporex – Used for external walls. It is completely inorganic, totally incombustible and offers twice the fire protection of concrete. As strong as R.C.C. but 1/4th its weight. Saves 30-40% cement and 35-50% steel compared to ordinary R.C.C.
3. Key Stone Kool Desk – Used around the swimming pool – a concrete desk surfacing material which lowers surface temperature and is completely non – skid.
• Plumbing:
1. Aerators/Flow Restrictors: Used in all taps and showers which will reduce water usage by restricting water flow
2. Sewage treatment plant: The waste water is treated and recycled for use in air-conditioning and gardening purposes.
3. Stockosorb Super Absorbent Polymer: Used for landscaping and gardening purposes. Specifically designed to improve the capability of soil to hold water and plant nutrient. It reduces the amount, frequency of watering required – it is non-toxic, environmentally safe and does not contaminate plants, soil and groundwater.
4. The Geberit Concealed Cistern for W.C.: it has a unique water-saving system which uses 6 lit of waters per flush(the conventional flush uses approx 15-20 lit of water).
5. Geberit Urinal Flush Valve: it ensures a definite flushing after every use as it is activated by infra-red sensor(the time set flushing system works irrespective of usage or not leading to water wastage)

Green Guest Rooms
1. Rubber wood: Processed and upgraded recycled wood – used for furniture and window frames
2. Nuwud MDF(Medium Density Fibrewood): Used for interior made from recycled waste wood.
3. Hangers: made from pressed particle board.
4. Eco-Directory: placed in a guest room, making the guest aware of the hotel’s environment awareness programs, it is energy saving program and how the guest can preserve the environment. Eco-tips and eco facts are also provided.
5. Hotel uses herbal products for guest amenities and soaps, shampoos, moisturizers etc.
6. Cloth laundry bags are used and newspapers are delivered in cane baskets
7. A Control Panel – known as green button is installed on the bedside table. The thermostat of the AC unit is stepped up by 20% saving in electricity. This is translated in rupee terms and displayed on the guest folio and profile
8. Eco Harvest: Basket containing of herbal pillow placed under the pillow to give sound sleep. Two aromatic oils and a bunch of neem sticks and 5 herbs.
9. Pen/Pencil: Eco-pens are made using recycled cardboard, reprocessed plastic and scrap wood.
10. Stationery: made from hand-made paper or recycled paper.
11. Eco-friendly slippers used in guest-rooms made from natural materials like jute.
12. Recycled Bin: placed in guest rooms with a sticker for guest use.
13. Guest Bathrooms: Glasses are placed upside-down – avoiding the use of plastic wrappers. Guests are requested in occupied rooms to reuse the towels. Soap dispensers are used near wash basins. The toilets have an option of water spray or toilet paper mae from recycled fibre upto 69%.
14. Photo Electric Controls for Lighting: These are sensitive to natural daylight and suitable for entrance light and corridor light as soon as daylight is adequate.
15. Heat pumps: the heat generated from AC can be used to heat the water used in kitchen and laundry.
16. Paints: the paints for the exterior of the hotel is water based paint with negligible V.O.C (volatile organic compound) contant of only 0.125% and the paint used for interiors has zero VOC content. If the VOC content of the paint is high it emits fumes which are harmful to the environment.
17. Cut flowers v/s potted flowers: rooms should have natural plants, with use of cut flowers to a minimum for few flower arrangement put in public area only.

DAILY ROUTINE OF HOUSEKEEPING DEPARTMENT AND ROLE OF THE FLOOR SUPERVISOR

There are generally 3 shifts in HK dept.:
1) Morning Shift(7am-4 am):In the morning shift, the major cleaning of all guest rooms is done and general cleaning of public areas.
2) Afternoon Shift(1pm-10pm)/(3pm-12am):Turn down service is given to guest rooms, second service if required, departure room clearance is done by the second shift and public area functional areas are checked.
3) Night Shift (10pm-7am):Thorough cleaning of public areas is carried out.

THE ROLE OF THE FLOOR SUPERVISOR

The floor supervisors have an overall responsibility for the floors allotted to them. They are responsible not only for maintaining hygiene and cleanliness but also responsible for work force like GRA and houseman for their work and overall behavior. While working they also deal with guest complaints and requests demonstrating the following qualities:
1. Patience
2. Diplomacy
3. Presence of mind
4. Eye for details
5. Honesty
They should be prompt enough to attend to these in such a way that there is quick and effective solution. At the same time they carry out the task of training their subordinates in various standards of work. Also they train and brief the GRAs and houseman about use of various equipments and cleaning agents, safety and security, inculcate qualities like punctuality, etiquettes and manners while dealing with the guest. It is a job of middle management personnel. They report to their senior authority i.e. assistant housekeeper floor, deputy housekeeper.
Each floor supervisor is usually responsible for 50-60 rooms. Thus he/she is responsible for 1 or a maximum of 3 floors.
The staff enters the hotel premises through the time office in order to punch in their time cards. Each floor supervisor then collects the room status information sent by the front office to the house keeping. It states the early morning expected arrivals and departures of the day, group check ins/ check outs of the day, VIP inhouse guests. Any special request for extra bed, baby cots etc should be noted. Any supplies due to be returned from the check out rooms that day should be noted. The floor supervisor also finds out about the GRA working under her, goes through the duty roster. She checks the logbook for various messages regarding her floor. At the end she signs the key register, proceeds to the floor taking the necessary floor keys.
On the floor, the floor supervisor also helps to keep a check on the movement of the staff working under her. She checks the uniform of the room attendants, briefs them on the special cleaning tasks of the day and gives them the complementaries and supplies required for the guestroom. It is noted in the housekeeper day book or staff placement register. The book serves as an attendance register and is kept with the desk supervisor to help him/her to page the staff if required for any reason. Depending on the allocation of the section, pass keys(section/floor master keys) are collected and signed in the register. The room assignment sheet is given to the room attendant who is expected to fill while cleaning the room. The floor supervisor then records the first room occupancy at about 8:30 am. This also gives her an opportunity to check the corridors, elevator areas, fire exits and service area. It is also simultaneously recorded in the floor register.The physical occupancy report is submitted to the desk housekeeper who in turn prepares room status reports and passes the same to the front office for the necessary action.
While taking the occupancy , the floor supervisor checks the rooms taking the physical check of each room on a floor.She checks the occupied room for the number of guest present in the room.If the supervisor does not see any guest then the number of beds being used, clothes of the guest, sizes of shoes, number of toothbrushes are taken as indicators to decide number of guest present in the room. Additional information like sleep outs ,scanty baggage, guests who have packed their bags and relevant room number which does not feature in the expected departure list is also highlighted so that the front office can check with the guest if he is planning to cut down stay. A discrepancy report is made by the front office staff and is handed over to the senor authorities for execution of necessary action. The floor supervisor in big hotels has to check the room at least once every day. This report is made thrice a day, one in the morning at 8:30am,12:pm and one in the afternoon before 4:00pm.The room occupancy report is made in triplicate, one copy is given to the front office cashier, second copy to the reception and the third copy is retained with the housekeeping for their reference. The room occupancy report is then cross checked and compared with the front office department and the discrepancy report is made by the front office. The duty manager is informed accordingly for the necessary action.
Computerized status system: the problem in reporting housekeeping status to the front office can be eliminated when the computer system is directly connected to guestroom telephone with such a network that a floor supervisor can inspect guestrooms. Determine their readiness for sale and then enter a designated code on the room telephone to change the room status in the hotel’s computer system. This procedure can reduce not only number of guest forced to wait for the room assignment but also decreases the length of their wait.

FORMAT OF ROOM OCCUPANCY/STATUS REPORT

Room Occupancy Report
1st Floor
2nd Floor
Room no.
Code/Status
No. of guests
Room no.
Code/Status
No. of guests
101
Dep.
-
201
DL
-
102
V
-
202
O,SB
2
103
O
2+1
203
O,SO

_____________Signature of the desk housekeeper

The desired results of an established cleaning system are best achieved only when a guest room inspection is done. This serves the purpose of rectifying any problems that may have been previously overlooked during cleaning, before the guest notices. Room inspection not only helps to identify ordinary problems with cleaning but also helps to identify areas requiring special cleaning or maintenance.
An Inspection programme can be done in various forms. In some properties especially in smaller properties, occupied rooms are spot checked while the departure rooms are definitely checked daily.
Each floor supervisor is usually responsible for a certain number of rooms (45-60) and must be aware of the current status of each room that is assigned to her/him. The room is checked to ensure :
1) Correct standard of cleanliness has been maintained.
2) For any technical repairs(if any)
3) Correct room complementaries and adequate guest supplies have been provided.
A room inspection report or a check list should be completed by the floor supervisor who notes down the condition and proper operations of various fixtures of the room. It is also simultaneously recorded in the floor register so that a continuous record is maintained. An inspection programme is not effective if no follow up is given to an identified problem. Depending on the hotel procedures the floor supervisor is responsible for filling out work orders or maintenance request that are needed. The work order or job order is made in triplicate. Two copies (the original and the duplicate) are given to the maintenance engineer. The third remaining copy remains with the housekeeping department. The maintenance engineer hands over both the copies to the concerned technician who is required to attend to the complaint. The technician goes to the respective floor and asks the floor supervisor or GRA to open the concerned room. He then attends to the complaint and signs on both the work orders, writes the time and date against work completed. He takes acknowledgement from the floor supervisor. He hands over the original copy to the housekeeping department and the duplicate copy to the maintenance department. The copy given to the floor supervisor is then given to the desk housekeeper who files it in the work order files. At the end of the day a report is made by the desk housekeeper about complaints attended to in the day, that are to be followed up the next day, major maintenance complaints that can be attended to only by taking the rooms on O-O-O status. Thus the original copy is retained by the maintenance department for its future reference.

Inspection Programme Technology: (Guest Room Inspection)
A barcode is a group of printed bars, spaces and numerals that appear on the packaging of every retail item. These codes are to be scanned and read into a computer system. Each guest room is identified with a barcode tag. The tag is placed in a secret spot such as behind the door frame. The floor supervisor is given a barcode scanner and a set of carde that will feature condition of each item that needs to be inspected, attended or repaired. On entering the room, the supervisor scans the barcode tag this will now record the room number, time and date in the scanner. The condition of each inspected item is noted by scanning the proper barcode. Depending on the programme and the property’s needs, the information can be presented in a summary or report format with an overview of the condition of each inspected items.

Room Inspection Report/Checklist
Date:20/12/04
Room boy: James Bond Floor : 7
Dep #s : 701,702, 705.
Vac #s :703, 706, 707.
Occ #s : 704.
VIP #s: 706
Room no:
Status
Extra item provided
Electrical
Carpentry
Plumbing
Polishing
Carpet Cleaning
707
V

A.C. not working

ü

704
O
Extra bed

ü
701
Dep

ü

___________ Signature of Supervisor

Discrepancy Report: (made by front office)

Discrepancy Report
Date:13/12/2009 Time:15:45
Room no.
Status as per Front Office
Status as per Housekeeping
Action taken
101
O
O,SB
Informed D.M(duty manager) and security
102
C/O
VNR
-

Guest Room Inspection:
A supervisor has to check all the rooms on his/her floor, including all vacant room, departure room, expected arrival, VIP arrival, group arrival, blocked rooms and under repair rooms both out of service and out of order. After the end of the shift the floor supervisor has to take hand over from the GRA and make the entry in the floor register. The supervisor has to make the entry of all the DND, R/S, L/S on the floor.
The supervisor has to take the handover of lost and found from the GRA for the day. Before coming to the department the supervisor has to check the floor pantry, guest elevator, and service elevator, back-area of the floor, all fire exit and corridor. The supervisor has to check the floor pantry and has to take the count of all the items in the pantry like all loan item (iron board, hot water bag, water flask, weighing machine, etc) and make an entry in the floor register. After that the supervisor has to fill the log book kept in the department. The supervisor has to make an entry of all the rooms checked by him for the day. The supervisor has to fill the key register, hand over register. The supervisor has to hand-over the lost and found and keys to the desk attendant/supervisor before leaving for the day.

While dealing with the guest the floor supervisor comes across various complaints made by guests during their stay. The nature of these complaints is:
1) Technical / mechanical complaints: these are various complaints which include maintenance related problems eg AC not working, the job of the supervisor is not only to pass on these complaints but also to get them attended as early as possible.
2) Service related complaints: they are complaints related to inefficient working or cleanliness standards of the GRA. She briefs the GRA accordingly and attends to the complaint as soon as possible.
3) Attitude related problems: these imply problems regarding the behavior of the GRA which may require counseling ,
4) Unusual complaints: these imply undue demands made by the guest and also bad guest behavior.
5) Complaints like missing items from the room after the room is cleaned by the GRA which calls for alertness, investigation and involvement of seniors.

Communication System Used In Housekeeping Department

1. Telephone: Most common mode of communication in the hotel.
Advantages:
a) Quick contacts
b) Tow-way communication but can not be used for formal communication as there is no proof of what what has been said.
c) No extra labour.
Disadvanages: Distributing to the guest when used on guest floors or public area.

2. Written Memo:
Advantages: Used for formal communication as a proof is available of the document sent.
Disadvantages:
a) Time consuming as it may have to go through several channels before it reaches the concerned person.
b) One-way communication hence no clarification is possible.
c) Space required for stoppage of documents.

3. Pagers: Each pager has a particular number which is activated either by the telephone operator or the main office of the concerned person . When activated, it makes the sound ,the person inactivates the sound & contact the telephone number displayed on the screen.
4. Electronic room status indicator: There are two terminals, one at reception and other at the house-keeping. It works on a system of lights ; against each room number. There are three lights which signifies -
a) Green light – vacant room.
b) Red light – departure room.
c) white light – occupied room.
The reception can change the lights according to the occupancy of the rooms.
For the house-keeping office, number of lights can be changed. One can only view the status of the rooms at a glance. After the departure room has been cleaned,the room attendant inserts the sub-section is an master key into a key provided ,this changes the red light to a flashing light which is an indication that the floor supervisor has to check the room and then clear it to the reception.
5.Computer system: A terminal can be installed in the house - keeping office which is linked to a terminal like reception and the main computer in the control room. The reception can change from vacant to occupied. Front office cashier can change the status of rooms from occupied to departure and the house-keeping can change from departure to vacant.If the hotel has POS(point of sale). The individual outlets would be able to update the guest folios whenever they avail of credit facilities from their outlets. Any correction of billing would have to be made by front office cashier only.

Additional notes on work order

The floor supervisor informs the desk h/k about the maintenance jobs to be attended to which the desk h/k writes in the maintenance register and makes a work order in triplicate. The original copy is kept in the maintenance file with the desk house keeper and the other two go to the maintenance department. The maintenance engg, gives both these copies to the technician who is required to attend to this complaint. The technician proceeds to the respective floor and informs the GRA and opens the room & both the copies of work order are signed. After the work is done, the technician fills up the date and time against the work completed. One of these copies is given to the GRA/supervisor which is filed into maintenance report file. The other copy goes to the maintenance dept. for reference.
AT YOUR SERVICE DESK:
Nowadays, there is a new trend of At Your Service Desk(AYS) which caters to various guest requests and complaints e.g. second service, AC not working, movie tickets, etc.
Note Imp. Points:
Room occupancy report is prepared by floor supervisor whereas Room Status report is prepared by Desk housekeeper
Refer to notes for all Forms and Formats
Front of the house functional areas of hotel: Are areas in which the employees have extensive guest contact like FnB facilities and the front office
Back of the house functional areas of hotel in which employees have little or no guest contact such as engg. and maintenanence dept., laundry and so on.

bakery - methods of breadmaking, steps in breadmaking, puff pastry.

2010-04-21T04:43:00.000-07:00

BREAD-MAKING METHODS

There are 5 methods of bread-making--------

1. Straight dough method.
2. No-time dough method
3. Delayed salt method.
4. Sponge and dough method.
5. Ferment and dough method.

Straight dough method--------

In this method all the ingredients are mixed together, and the dough is fermented for a predetermined time.
The fermentation time depends on the strength of the flour, strong flours require longer fermentation time to mature adequately.
Flours which require 2 -3 hours for maturing should be used for making bread by straight method.Flours that take very long for maturing should notbe used for straight dough methods because during prolonged fermentationit is diffcult to control the temperatureof the dough and rise in temperature causes acid taste and flavour in bread.

No-time dough method---------

In this method dough is not fermented in the ususal manner. It is allowed to ferment for a short period so the twin function of fermentation ie. production of gas and conditioning of gluten are achieved to some extent by increasing the amount of yeast .
and by making the dough a little slack and warm.
It is possible to get a good product using this method, but the product has poor keeping quality and lacks aroma.Due to short fermentation time, the gluten and starch are not conditioned to hold moisture and there is no flavour because flavour producing bi- products of fermentation are absent.As there is increased quantityof yeast present, the bread may have a strong yeast flavour.

Delayed -salt method--------------

This is a slight variation of the straight method, where all the ingredients are mixed except salt and fat.As salt has a controlling action on the yeast function, the speed of fermentation of a saltless dough will be faster and a reduction in the fermentation time is affected.The salt is added at the knock-back stage.The method of addingd salt depends on the convenience of indiviual bakers.
It may be sifted on the dry dough or it is creamed with fat and incorporated into the dough.

er way is chosen ,only 3/4 mixing is done [of the actual mixing time] and 1/4th is done after salt is added.
This method is suitable for strong flours if straight dough method is used.

Sponge and dough method------------

This method is normally used for strong flours.Sponge doughs are prepared in 2 stages. This procedure give yeast action a head start.
The 1st stage is called a sponge, a yeast starter or a yeast ferment.All mean thesame thing.
In this method, a part of flour, proportionate amount of water,all the yeast and yeast food are mixed together.Mixing operation are carriedout to incirporate all the ingredients evenly. The sponge is fermented fora pre determined time,which on the quality of flour,and the amount of flour in the sponge.
The sponge is then physically tested, by either taking a piece of sponge and try to break it with both hands,.if the piece breaks with a clean fracture then the sponge is ready for mixing If the sponge stretches and breaks unevenly, then some more fermentation time is needed.
Tear the sponge apart with both hands and examine the web structure, if the web structure is very fine then the sponge is ready.
An adequately fermented doughfeels dry to touch without any stickiness present.
When the sponge is ready,it should be broken down properly with the formula water, and mixed with the remaining flour, sugar , salt and fat.After the dough is mixed ,it is rested for 30-40 minutes.Pre-conditioning of the gluten [during the sponge stage ] hastens the conditioing process.
For the sake of identification and convenience, a sponge is indicated as 60/40 or 70/30, where the first number indicates the percentage of flour used in the sponge.

Ferment and Dough Method----------------

This a variation of the sponge and dough method. Rich doughs which contain milk, eggs, substantial amounts of fat and sugar, have a retarding effect on yeast activity. If all the formula yeast,part of the flour. yeast food and sufficient water is mixed together, the yeast get initially an environment which is conducive to vogorous activityand it is in a fit condition to take on the extra load of fermentation in the presence of milk, egg etc.
When the ferment is ready, it is mixed into the dough, along with the remaining ingredients, along with the remaining ingredients and allowed to ferment [second stage]. This method is used in making enriched breads, buns, danish pastry etc.

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]

PUFF PASTRY

Ingredients: -

Refined Flour –
A good patent flour or one of medium gluten strength 13% flour is a structure builder and because of its gluten – forming ability, can dictate the lift.
Too soft a flour will result in a softer dough. The dough will be easier to handle but final volume and flake will be sacrificed.
It the flour is too strong then the dough will be tough to handle and the final product may suffer from shrinkage.

Water: -
It is a rule of thumb that the consistency of the dough should match the consistency of the roll in fat. If the dough is too soft then the layers may be ruptured by the hard fat. If the dough is firm, it will be difficult to roll out. The product may shrink and fat may leak out.
Water also serves as temperature control i.e. it should be cold to maintain firmness of fat.

Salt: -
Salt enhances flavor and also has a toughening effect on the gluten structure.

Acid: -
The addition of an acid improves sheeting ability by lowering the pH and mellowing the gluten. It has no effect on the leavening action.

Fats: -
Two types of fats are used in the production of puff pastry. They each perform a different role.
Fat is added to the dough to modify the dough itself and fat is used as a layering medium to assist in the raising of the puff pastry during baking.

Dough Fat: -
Soft fat may be used in the dough to give better eating quality to the finished product and also aids in the dough’s sheeting ability.
Also it should be noted that as the % of fat increases, volume decreases.
Maximum volume is obtained when 2.5 to 4% fat is used in the dough stage. It should have a melting point of around 33oC - 50oC.

Puff Pastry Shortening: -
This shortening is firm and waxy in nature and is exclusively used to make puffs. Because of its nature, it can be rolled out in smooth continuous sheets between the dough layers.
A melting point between 43oC – 50oC will produce excellent results, but should be high enough to with stand frictional heat to which it is subjected during sheeting and folding operation.

Puff Pastry: -
There are 2 types of puff pastry – Full and Three Quarter. There are three well-known methods of manufacture – English, French and Scotch.
The differences in these types are in the fat contents and in the number of rolls and folds given. Full puff pastry contains flour and fat in equal ratio. While ¾ pastry contains ¾ of fat to each kilo of flour.
The flour that is used in making of puff pastry should be strong, with good quality gluten.
A weak acid such as lemon juice is added. This provides greater extensibility to the gluten
Butter is the best for application as it gives a good flavor. Margarine also can be used but the melting point of margarine has to be lower than the temperature of the human body, otherwise there is a possibility of a thin film of fat remaining on the roof of the mouth after the pastry has been eaten.
The whole purpose of rolling and folding is to build up a structure of alternating layers of dough and fat. This process is known as lamination.

The English method (Three Fold): - (Flaky)
Sieve the flour; rub in 20 gms of butter or margarine. Make a bay or well, add salt and acid and make a dough and allow it to rest. Cream the margarine into a homogenous mass. The dough then rolled into a rectangle about 18” x 6”, the margarine is divided into approx. 3 parts. The first part is evenly distributed to cover 2/3rd of the rolled out dough. The flap of the dough containing no margarine is folded over to cover half of the treated area and then folded over to again cover the last portion. The pastry is given a half turn so that the open ends are parallel to the rolling pin. This process is repeated twice so as to finish all the margarine. Lastly one blindfold is given. The pastry is covered with a damp cloth and allowed to recover from the manipulation for about 30 minutes after each rolling. (7 – 9 layers)

French method: - (Continental Book Fold)
The dough is the same fashion as for the English method. The initial rolling out of the dough is different for it is rolled out to the shape of an open envelope with the four angles slightly thinner than the center.
The chilled margarine/butter is placed in the center of the rolled out square and the envelope is closed by bringing the four angles to the center. After proper relaxation of the dough, it is turned upside down and sheeted into a rectangular shape and folded in a book fold.

Scotch Method: - (Blitz)
This is the quickest way of making puff pastry.
The word is derived from the German word “Blitzen” meaning lightening.
In this method the chilled margarine is mixed into the sieved flour in pieces about the size walnuts. The folding process is a three fold followed by 3 – Four folds, all of which is accomplished in 25 min.

Baking: -
Puff pastry obtains its lifting power through the sealing of moisture in the dough, as heat penetrates the product, the layers of shortening melt and the water in the dough vaporizes and causes the layers to expand. The shortening also helps by holding in these vapors.
The gluten in the dough expands with the pressure of the steam and holds the steam in.
The shortening melts and penetrates the layers of the dough, making it flaky and tender.
The starch then gelatinizes and the proteins coagulate forming a rigid mass. The structure remains firm and flaky.

Oven Temperature: -
Proper oven temperature is important. A temperature of 204oC – 218oC with an even steady heat is very important.
Too low a temperature allows shortening to weep between the layers of dough resulting in poor quality and low volume.
Too high a temperature prematurely seals the piece and results in low volume and raw centers.

Washing: -
Puff pastry pieces are generally washed with an egg wash. Care should be taken to prevent the wash from running down the sides of the pieces while brushing the top. The eggs will coagulate with the heat of the oven, seal the sides and prevent the pastry from rising evenly. (Poor Volume)

Reasons for imperfect Pastry: -
• Puff pastry shrinks: -
1. Oven too hot
2. Not resting the dough before rolling out.
3. Not resting products before being baked.
4. Use of scrap dough.
5. Dough too soft.
• Puff Lacks Volume: -
1. Too many folds.
2. Not enough folds.
3. Use of scrap dough.
4. Dull cutters.
5. Cold oven.
6. Shortening too soft.
7. Flour too strong.
• Fat Runs Out: -
1. Dough not folded enough.
2. Oven is too cold.
3. Warm pans are used.
4. Melting point of fat is too low.

Steps in Bread-making

There are 12 stepsin bread-making. These steps are applied to all yeast products,with variations depending ona particularproduct.

The steps are--

1. Scaling of ingredients.

2. Mixing.

3. Fermentation.

4.Punching.

5 Scaling of the dough.

6.Rounding.

7.Intermediate proving/ Benching.

8.Moulding/ Panning.

9.Proofing.

10.Baking.

11.Cooling.

12.Storing.

Scaling of ingredients----------

All ingredients must be weighed accurately. Water, egg, milk must be measured by volume.Special care must be taken while measuringspices and other ingredientsused in small quantities.
Special care must be taken when measuring spices and other ingredients which are used in small quantities.This is particularly important with salt, which affects the rate of fermentation.

Mixing-----

The objective of this step is-

1. To combine all ingredients into a uniform, smooth dough.

2. To distribute the yeast evenly throughout the dough.

3. To develop gluten.

All the flour, yeast,water, yeast food is mixed sufficiently to make a homogenous mass.Fat should be added later, as it adversly affects water absorption and also gluten development.

Quantity and quality of gluten will decide the length of mixing times.Strong flours will need longer mixing time.

When the dough is properly mixed,the surface of the dough becomes smooth, the surface may also show round coined shaped gas bubbles trapped under a thin film of dough.

If the dough is over- mixed then the gluten structure will break down and rise during fermentation will be poor. The dough will heat up,be sticky and will tend to flatten out during intermediate and final proving. Breads produced from excessively mixed doughs will haveless volume and dark crumbly texture.

Fermentation-------------

After ther dough is correctly mixed it is fermented for a pre-determined time .The yeast acts on the sugars and starchs in the the dough to produce CO2 and alcohol..CO2 raises the dough fabric. Part of the alcohol evaporates, part is converted to acetic acid and the remaining contributes to the charecteristic flavour of bread.

There are three main sources of sugar in the fermenting dough--
---natural sugar presentin flour.
---formula sugar
---sugar produced from starch by enzymes.

The gluten becomes more smoother and more elastic, so it stretches farther and holds more gas.

An under-fermented dough will not develop proper volume and the texture of the product will be coarse.an under- fermented dough is called a young dough.

An over-fermented dough is called an old dough. An over-fermented dough becomes sticky [ due to over action of enzyme protease and acids], hard to work and slighly sour .

Knock-back-------

After 2/3rd of the fermented time is over , the dough is knocked back. Knock- back is not hitting the dough with your fist, but a method of deflating the dough, by extending the sides of the dough and putting it in the centre , so that the whole mass comes in contact with fresh air and the dough is virtually turned upside down.

Knock-back helps to equalise the temperature, the temperature of the upper surface is lower than the temperature at the base of the dough, this causes a variation in the speed of fermentation .

Knock-back helps the yeast to fuction efficiently. when the dough has fermented for some-time the yeast cells get surrounded by gas and other fermentation products which slow down their action, as it is drawn away from the food, so knock-back helps to expel
the gas,so that the yeast can carry on its function properly.

Knock-back helps to redistribute the yeast for further growth.

Scaling---------

Using a baker's scale,divide the dough into pieces of the same weight, according to the ptoduct being made.

During scaling allowance is made for theweight lossdue to evaporation of moisture in the oven. The weight loss is about 10-13%of the
weight of the dough.

Scaling should be done rapidly and efficiently to avoid over-fermenting the dough

Rounding--------

After scaling, the pieces of dough are shaped into a smooth, round balls. While dividing the dough by hand, it is desirable to cut the dough with a dough cutter. Pulling and breaking the dough should be avoided as it disturbs the trends of gluten strands which adversly affects the final texture of the product.

Intermediate Proving--------

Rounded portions of the douigh are allowed to rest for 10-20 minutes. This relaxes the gluten to make the shaping of the dough easier.

Moulding/Panning--------

The dough piece, soft and pliable, is moulded as per the desired shape. While moulding the pressure should be even throughout the dough piece.Uneven pressure will leave uneven gas pocket of uneven size in the final product.Mouldind should not be too tight or too loose.Moulded pieces are put into clean and well greased pans or trays. For units baked in pans, the seams must be centered on the bottom to avoid splitting during baking.The pan size must be matched to the weight of the dough.

Proofing------

Proofing is a continuation of the process of yeast fermentation that increases the volume of the shaped product.
The bread is proofed under suitable conditions [27-30 degrees] and 70-80% humidity. Under poofing results in poor volume and dense texture. Over proofing results in coarse texture and loss of some flavour.
French bread are given long proof to create its characteristic open texture, its strong gluten helps to withstand the long proof.
Rich doughs are slighly underproofed, because their weaker gluten structure does not withstand too much stretching.

During proofing operation the yeast should have sufficient food to affect a faster gas production. Therefore it is necessary that there is sufficient distatic activity in the flour to produce fermentable sugars for the yeast to carry on its functions.

Baking-------

Afterthe bread has acquired its full volume, it is baked. The temperature and the humidity of the ovenshould be well maintened in order to get good results.

The most important changes that take place are--
1. Oven spring, this is a rapid rise in the oven due to production and expansion of trapped gases as a result of the heat.The yeast is active at first but are killed as the temperature reaches 60 degrees inside the dough.
2. Coagulation of proteins and gelatinization of the starch. The product becomes firm and begins to hold shape.
3. Formation and browingof the crust.

Proofed breads are fragile, they should be handled carefully when being loaded into the oven.

Cooling-------

After baking the breads must be removed frm pans and cooled on racks to allow the escape of excess moisture and alcohol created during fermentation.
If the moisture gets trapped between thebresd and the surfaceofthe mould , this will make the product soggy,known as sweating.

When bread is hot the starch granules are in a swollen stateand are held unstably in a gluten framework. If bread is sliced in this state, the granules lump together giving a poor appearance to the slice..

Storing------

Breads to be consumed within 8 hours may be left on the rack. For longer storage wrap cooled bread in moisture-proof bags to preserve its freshness and to retard staling.

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

i

bakery recipe standards- have to be written in the fp journal!

2010-04-21T04:36:00.001-07:00

Standards For Bakery Recipes – 1st Year

1. Bread rolls
Golden brown in colour soft and spongy texture, smooth and even crust with a pleasing fresh baked aroma and taste.

2. Vanilla buns
Soft and springy with a light golden crust and a dominant aroma and taste of vanilla.

3. Madeira cake
Rich and dense structured cake with a light golden brown cake top and uniformly cracked where the strips of peel are intentionally placed.

4. Swiss rolls
A soft, light and airy cake sponge sread over with thinned down mixed fruit jam and neatly rolled into a cylinder.

5. Bread loaf
Smooth golden brown crusted bread, having a soft crumb with uniform web structure.

6. Genoise sponge
A light and airy but slightly moist sponge cake with ample height and a darker top.

7. Melting moments
Off white colour cookies flecked with crispy bits of cornflakes, flat and round in shape with a closed and compact texture and having a pleasing lemon aroma and taste.

8. Swiss tarts
A light golden yellow colored biscuit with a compact and crumbly texture, and a buttery flavour.

9. Brioche
A soft light and airy bread made from a rich yeast dough, with a golden brown colour and a smooth crust complete with a dainty knob of dough on the top of it.

10. Mango bavarois
A rich creamy dessert generously flavored with mango and with a light and airy texture.

11. Fruit cake
A rich dark brown cake heavily laden with fruit and nuts, and lightly flavored with mixed spices, has a distinct taste of the fruit and a very pleasing aroma.

12. Chocolate cookies
Brown in color wit dark flecks of chocolate spread over the surface and desirable cracks in the cookie.

13. Tri-color biscuits
Off white in color, neatly cut into a circular shape. Brittle texture and Dusted with icing sugar and garnished with three different colored jams.

14. Caramel Custard
Smooth and light baked custard, with a golden brown caramel top. Delicately flavored with vanilla or a hint of nutmeg.

fp recipes--12-16 april

2010-04-16T10:21:00.001-07:00

Lentil Soup (Linensuppe – German) No. of Portions 4

Ingredients QTY Unit
Lentils (Masoor Dal) 100 Gm
Bacon 02 Rashers
Onion 50 Gm
Carrot 30 Gm
Celery 20 Gm
Garlic 5 Gm
Beer 150 Ml
Sausage 2 Nos.
Fresh Thyme 5 Gm
Parsley ¼ Bunch
Salt To taste
Pepper 3 Gm

Pre-preparation:
1. Chop onion, carrot, celery into small dices.
2. Chop the garlic finely.
3. Strip the thyme. Chop parsley fine.
4. Dice the bacon and the sausages.
5. Soak the lentils overnight. Boil it. Reserve the water.

Method:
1. Render the bacon. Keep the fat in the pan and keep the bacon aside.
2. In the same, pan sauté the mirepoix and garlic. Add half the thyme leaves.
3. Add the cooked lentils, beer and the liquid. Bring to a boil.
4. Simmer till the soup for some time.
5. Finish with thyme, chopped parsley, bacon and sausages.

To serve:
Serve piping hot, garnished with chopped parsley, maybe served as a complete meal. Served with German Rye Bread.

Standard:
Brown broth, thickened with lentils. Vegetables to be well cooked. Mild flavour of bacon, beer and thyme. Adequately seasoned.

Shepherd’s pie No. of Portions 4

Ingredients QTY Unit
Minced mutton / beef 500 Gm
Potato 450 Gm
Butter 25 Gm
Cream 50 ml
Onion 100 Gm
Flour 15 Gm
Tomato 100 Gm
Red wine 50 Ml
Salt, white pepper powder To taste
Fresh Rosemary 5 Gm
Oil 10 Ml
Parsley A sprig
Egg ½ No.

Pre-preparation:
1. Chop onions finely. Blanch and concasse the tomatoes.
2. Boil, mash and cream potatoes.

Method:
1. Heat oil. Sauté onions.
2. Add mutton / beef mince and simmer to cook
3. Add tomatoes, salt, pepper and mixed herbs. Mix and cook well.
4. Grease a pie dish. Pour mince mixture.
5. Pipe the creamed potatoes on top with a star nozzle. Apply egg wash.
6. Bake at 190 degrees centigrade for 15-20 minutes.

To serve:
Serve hot garnished with a sprig of parsley.

Standard:
Golden brown crust of potatoes covering well cooked, flavourful, adequately seasoned minced meat.

Salad Caprese No. of Portions 4

Ingredients QTY Unit
Tomato 150 Gm
Mozzarella 100 Gm
FOR PESTO
Basil 20 Gm
Garlic 5 Gm
Pine nuts 15 Gm
Oil 20 Ml
Salt To taste

Pre-preparation:
Cut tomatoes into thick roundels.
Cut mozzarella into similar size slices.
Reerve some basil leaves for garnish.
Make pesto by grinding together the rest of the ingredients.
Chill the tomato and cheese slices.

Method:
Arrange alternate slices of tomato and mozzarella on a chilled plate.
Drizzle pesto over it.
Garnish with torn basil leaves.

To Serve:
Chilled, tomato and cheese cut and arranged neatly.

Standard:
Evenly sized roundels of tomato and cheese slices. Chilled, flavoured adequately with pesto.

message & mail handling - FO

2010-03-30T11:12:00.000-07:00

MESSAGE HANDLING
Receiving messages for in-house guests in their absence, recording them and communicating them to the guests as soon as possible is an important function of the front desk staff. The efficiency and professionalism of the hotel and the attitude of the staff is reflected by the way this function is carried out by the staff. Usually when a guest goes out of his room he would leave his room key at the counter where the information clerk would put it in the appropriate pigeon hole of his room in the mail and key rack. The guest my leave a filled “Location Form” indicating where he will be for the next few hours.
There are only two ways that a person can contact an in-house guest.
(1) In case of a phone call the telephone operator will connect it to the room of the guest. Since the guest is not in the room the call comes back to the operator who connects it to the Information Section of the Front Desk. After checking that the guest has left his key at the desk (as confirmed by the key being in the “Mail and Key Rack”) the telephone call is transferred to the “Message Desk”. The message clerk prepares the message slip in triplicate. It is important to read back the message to the caller and confirm the details before signing off. The top two copies are given to the Information Clerk who puts it the room no on the forms (from the Information Rack). The Top Copy is sent to the room to be slipped under the door. The Second Copy is put in the appropriate room no pigeon hole of the Mail and Key Rack. In addition, for further safety, an “attention card” or a “mail and message advise card” is put on the door knob of the room or “message light” is activated in those hotels which use electronic systems. The message details may also be fed into the computer and the guest may view it on the screen of the T.V. in his room.
(2) In case of the visitor coming to the hotel , he is asked to first try the house telephones to contact the guest. When he finds the guest is not in his room he comes to the Information Desk and fills in the message slip in triplicate as given above.

MESSAGE SLIP
To ___________________________ Room No _______
Date ________________ Time __________
DURING YOUR ABSENCE

Mr / Mrs / Ms ___________________________________________
Of _____________________________________________________
Tel No __________________________

Called by Telephone
Please call him/her

Came to see you
Will return

Wants to see you
Urgent

MESSAGE _____________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
Received by __________________________________

MAIL HANDLING
Importance :
Mail handling procedure is a very important function which the Front Office staff has to handle in a hotel. A receptionist in a hotel has to be very careful that all the mail receives due attention and are attended to without any delay to avoid embarrassment.
Types of mail - Incoming & Outgoing, Ordinary & Registered :
Basically while discussing there are two types of mail. Incoming & Outgoing.
Incoming Mail :
Various types of mail may be received in a hotel, like mail for Hotel Management and Hotel staff and mail for guests. In addition the mail may be an ordinary mail or registered/recorded mail etc.
Staff has to be extra careful about recorded mail. All incoming mail must be DATE AND TIME STAMPED. A proper record of all the recorded mail is kept as per requirement i.e., the entries are made in either registered letter book, parcels book or telegram book etc. No such record is maintained for ordinary mail. After having date and time marked the mail, it is sorted and classified under 3 main categories.
(1) HOTEL MAIL is identified by the designation of a senior manager of the hotel eg General Manager, Banquet Manager etc. This mail is delivered to the office of the managers concerned.
(2) STAFF MAIL is identified by the presence of the name of employee, designation and department mentioned in the address. This is usually sorted and delivered through the Time Office.
(3) GUEST MAIL : Any mail that is left is supposed to be guest mail
Guest Mail may belong to any one of the following categories
(1) Present Guest Mail
(2) Past Guest Mail
(3) Future guest Mail
(4) Wrongly Addressed Mail

PRESENT GUEST MAIL
The guest mail is first arranged in ALPHABETICAL ORDER and then checked against the INFORMATION RACK to identify the PRESENT GUESTS. Wherever applicable the room no is entered in pencil on the letters and then they are put in the appropriate room no pigeon hole in the MAIL AND KEY RACK to be handed to the guests when they come to deposit or collect their keys

Any mail that is left still belongs to guests who have already departed (past guest) or to guests who have still to arrive (future guests)

PAST GUEST MAIL
Sometime the hotel receives mail for the guests who have already departed from the hotel after having stayed for some period. The hotel to avoid any embarrassment as to what to do with such mail and how to hand it over to the person quickly, ask the departing guest to leave their forwarding address and for how long they would want their mail to be redirected to that address. A special program called “Mail Forwarding Card” is used for this. Many hotels keep these cards in the stationery folder in the room while others keep these slips at the Front Desk and give them to the guest at the time of departure. This card contains the address to which and the dates/period till by which the guest would like all the mail received by the hotel after his departure to be forwarded. These cards are filed alphabetically and when the expiry date is reached they are cleared out systematically. Any letter received after the expiry date is either returned back to the sender or in case the permanent address of the guest is available, is redirected to him at his permanent address.
The remaining mail is still in alphabetical order and checked against the Mail Forwarding Cards and where applicable they are Redirected. Details of mail redirected is entered on the reverse of the Mail Forwarding Card.

FUTURE GUEST MAIL
General mail for guests yet to arrive is kept in the back office in pigeon holes marked alphabetically. An indication is made in the reservation record about this awaited mail i.e., in case of Whitney system the words “Awaited Mail” is written on the Whitney slip. In case of diary system it is recorded in the diary against his name in remarks column and in case of Computer system it is updated in the computer. Later this mail is sent to the Front Desk and is kept with the receptionist in special slot on the day of arrival of the guest and when the guest arrives the receptionist hands over the mail to the guest at the time of registration.
If there is any mail that is delivered within thirty days after it has been received, it is marked “Addressee Unknown” and sent back to the Post Office which will send them to the Dead Letter Office..

Outgoing Mail :
Outgoing mail of the hotel include mail of the hotel and guest. Outgoing Hotel Mail is handled by the individual departments. The various departments have their own secretarial staff who maintain record of all outgoing mail. Large Hotels use Franking Machine for postage. If the volume of mail is high the use of Franking Machine save lot of time. This machine is hired / purchased generally from the Post & Telegram department or any authorized supplying company. This machine stamps on the envelope (or on an adhesive tape) the amount of postage required and the date cancellation mark. Advance payment has to be made to the post office to cover the value of the postage expected to be used. As the stamp value is printed on the envelope, the amount is reduced on the machine till it reaches zero value. The machine will then automatically lock and the post office will again charge it after further payment. While using the machine care must be taken that the correct denomination of stamp is put on envelopes. The date stamp must be altered every day as the post office will not accept the prior post dated mail. One of the most important thing for the staff to know is the current postal regulations.
Besides the outgoing mail of Hotel, the Hotel also provide the service of posting letter etc. for the guest staying at the hotel. Generally the bell desk keeps stamps and letter and parcels scale. The stamp folder is used to prevent the stamps from getting lost. The folder contains separate divisions for various denominations. The stamp folder should be kept under lock and key. The letter and parcel scale is used to weigh the mail to ensure that correct amount of postage is affixed.
Some hotels use a book called postage book to keep the record of postage used. All mail for dispatch if franked by a franking machine or if the stamps are used should be entered into postage book.
The procedure of sending ordinary mail for guest is simple. The guest leaves his mail (to be posted) at the Bell Desk where it is weighed and then the necessary stamps are affixed and posted. In case of Registered mail the mail is sent to post office, which issue an special official receipt. These receipts are retained as they are required to be produced in case a claim for clarification from the guest.

PAGING

Paging is used to locate a guest in the hotel. Guests may require this paging service during their stay in the hotel. Sometimes when a expecting a phone call or a visitor but he doesn’t want to wait for him in his room, and either goes to any of the public areas or goes out of the hotel; then in such cases he will leave the information about his whereabouts at the front desk. For this purpose he has to fill in a ‘Location form’

Location form tells about the whereabouts of the guest in case he is not in his room and is expecting a telephone call or a visitor. Sometimes this form is kept in the stationary folder in the guest room but more commonly it is with the front desk. The receptionist on the guest’s behalf can fill this in. it is made in duplicate; one copy is kept in the “Key and Mail rack”, the second copy goes to the telephone operator. Paging can be done for a guest whose location is known or for a guest who has not left any location form.

PROCEDURE FOR PAGING

1. Page Board System:
When a phone call is received for any guest or a visitor comes to visit the guest who is not in his room, the reception desk personnel will write the name and/or room number of the guest on both the sides of the Page board. This will be handed over to the bellboy. If the guest location is known, bell boy will carry that board to specific public area and will ring the bells attached to the board. This draws attention of the guest and the concerned guest gets his message.

Disadvantages:
• Time consuming- if the guest does not specify his location page board will have to be carried to all public areas of the hotel.
• When bell boy moves with the board and the bells are ringing, he might disturb many guests in the area.

2. Channel Music Or Public Address System:

When there is a phone call for a guest who has to be paged, the receptionist switches off the channel music of the lobby and other public area of the hotel. With the help of a microphone she announces the name and/or the room number of the guest, which is transmitted to all public areas simultaneously.

front office

2010-03-30T11:09:00.001-07:00

DIFFERENT RACKS USED IN THE FRONT OFFICE

1. INFORMATION RACK:

An Information rack is composed of two index listings of in-house guests. One by the guests last name and another by assigned room number. An Information rack is commonly used to assist Front Office employees with proper routing of telephone calls, mails, messages and visitors inquiries. The Information rack normally consists of aluminium slots designed to hold guest information slips. These slots can be easily arranged and rearranged to fit the immediate needs of the hotel. Computer systems eliminate the need for an Information rack since guest name and room number data are easily retrievable through computer system.

2. ROOM RACK

This is the most important piece of Front Office equipment in non-automated and semi-automated hotels. The room rack is an array of metal file pockets designed to hold room rack slips that display guest and room status information. The Room rack is normally recessed into the front desk counter , tilted against the desk, or mounted below or behind the desk. When key slots are added to the Room rack, it can serve as combination room and key rack.

The Room rack contains a summary of information about the current status of all rooms in the hotel. A room rack slip or in some hotels, the guest registration card itself can be inserted into the Room rack to display guest information, room number and room rate. At one glance the room rack informs the front office assistant of the occupancy and housekeeping status of all rooms. The room rack may also contain information about room types, features and rates. This information may be used to match available room with guest request during the registration process. Need for room rack is eliminated in a computerised system.

3. MAIL AND KEY RACK

A key rack is an array of numbered compartments used to store guest room keys. To minimise the number of racks in the front desk area, hotels may combine the key rack with either the room rack or the mail and message rack. A combination of these is either a free standing wall unit, an under the counter row of compartments, or a set of drawers. Some front offices use rack as room divider by placing it between the front desk and the telephone operators.
When mail and message compartments of the rack are open from both sides, telephone operators and front office assistants have equal access to rack contents.
If guest room telephones are equipped with ‘message lights’, they can be used to notify guests when they have messages at the desk. In room message lights can be activated with a control switch beside each room’s slot in the mail, message and key rack.

LUGGAGE CONTROL AND BELLBOYS CONTROL

Many guests arrive at the hotel with heavy baggage or several pieces of luggage. Guests receive help from the bell attendants. Bell attendants provide baggage service between the Lobby area and the guest room.

ACTIVITIES AT THE BELL DESK ON ARRIVAL:
1. Bell boy returns to the bell desk with errand card and hands it over to the bell captain.
2. Hotel tags are prepared and fixed by the bell boy in the presence of the guest to identify the luggage and avid confusion or mistakes.
3. Bell boy escorts the guest to the room with the luggage.
4. Places luggage on the luggage stand or as directed by the guest.
5. Returns to the bell desk and punches time of return on the errand card.
The details on the errand card are filled up by the bell captain. He also makes entries of the details into his control sheet on the bell boys return.

The errand card contains details such as the description and the number of pieces of baggage, the time at which the bell boy left the counter, time of return etc.

ROOM SELLING TECHNIQUES

UPSELLING ROOMS

Mark Gordon an experienced F. O. & GM trains his staff in 3 non pressure selling techniques. They are especially effective in inducing guests to accept medium-priced and deluxe rooms instead of minimum - rate accommodations this techniques are.
1. The choice - of - door technique
The FOA gives the guest a choice of rate categories and asks, “which would you prefer”? No presume is applied, the guest does that all by himself. People tend to avoid extremes and are likely to select the middle choice. Thus a guest being offered a room are of Rs.4000, Rs.5000 or Rs.6000 will likely go for the Rs.5000 room even if he had planned on the lowest rate.

2. The Door-in-the-face technique
This approach has to be handled with fact and without presume. It can result in drastic increase of the average rate per occupied room. FOAs start from the top down quoting the highest priced room in the category the guest wishes.

A single room on our club floor, with patio and sitting room at Rs.7,500/-. The guest may accept this or ask for something less expensive, at which the FOA quotes the next date down, say the Deluxe room on the 4th floor with KB and view of the garden at Rs.6800”. By comparison this room still appears of above average quality but considerably less expensive than the previously quoted one. According to the theory of reciprocity, many guests will be convinced that after rejecting the highest rate, accepting the middle rate room is a rational compromise.

3. The Foot-in-the-Door Technique
This technique is based on the notion that people who have already agreed to one proposition will quite easily agree to another one. The reservationist while taking a reservation over the phone or selling a room over the counter can use this by saying, ‘We are holding a std. room in the East wing for you, Mr. Sharma for an extra Rs.500 you have a deluxe room in our lake view wing or for Rs.600 per person you can take advantage of our week end package, which includes the American b’fast in your room plus dinner for two at the Zodiac grill. The guest can simply say “no, thank you” or accept the upsale suggestion.

Upselling is not a game or a way to squeeze extra rupees out of unsuspecting travelers. It should be part of a professional receptionists and guest services representatives repertoire. It should be seen as one more way to

(a) provide better services to the guests by offering choices
(b) Increase rooms revenue for the hotel.

Upselling techniques
1. Know the product

2. Control the encounter
Ask specific questions such as, “we have a quiet double room on our. Silver floor. Is that suitable for you?” Avoid asking e open-ended questions, such as ‘what kind of a room are you looking for?”

3. Sell high, but avoid high-pressure selling techniques

4. Always quote the full rate plus tax

5. Turn a negative aspect of a room or rooming situation into an advantage for the guest eg. A room without a view becomes a quiet room. A room near the elevator or near the busy pool may be noisy but is ‘handy’ and easily accessible if you plan to do much ---

6. Sandwich the price between descriptive phrases, “one of our extra - large rooms at Rs.6,500/- plus tax overlooking the garden” or quote the price of more than one room giving the guest a choice.

“We have double rooms for Rs.6500/- but the ones with the new minibar are Rs.6,800/- “

7. Ask for the sale
Once all the information has been presented to the guest the FOA must gently but resolutely, close the sale. “If that is a suitable choice, may I ask you to sign the registration card”, is an effective way to move negotiations to a close.

8. Listen to guest conversational comments, such as “Oh what a hot day ! I could do with something cool”. They will help to determine their needs better and to sell other services of the hotel. “Our outdoor pool and bar are still open.”

9. Sell the whole hotel by making suggestions for dinner. “Just dial 7 on your room phone to make a reservation” or for drinks in the lounge “The new entertainer is fantastic’ and for recreational facilities. “There is no charge for the use of the Sauna and the health club”.

10. Try to anticipate the guest’s needs and offer services, suggestions, and assistance.

REGISTRATION

INTRODUCTION :

The registration process begins when the guest arrives at the reception or the arrival section of the hotel. The process terminates when he has signed the registration card or guest arrival register, has been assigned a room and goes to his room.
The registration procedure differs for the different categories of the guests, like guests with reservation, without reservation, foreigners, groups, etc.
This process of registration is very important for the hotel as it not only contributes significantly to the basic information the hotel needs to monitor its business, but it is also a legal requirement. A complete record of present and past guests has to be maintained. It is a legal requirement that each guest must be registered. Guest signature is important as it signifies his consent to pay for all the services provided by the hotel and abide by the rules and regulations of the hotel. It also serves as a proof of his stay in the hotel from a certain date to another certain date. So in short, registration serves as legal contract between the hotel and the guest. We can summarize the objectives of the registration system as follows :
1. To provide guest information to he hotel.
2. To fulfill legal requirements.
3. To provide mode of payment.
4. To provide information about the date of departure.

A registration process is based on the following four concepts.
1. Collection : It helps the hotel in capturing information pertaining to the guest needs, expected or actual date of departure, billing instructions like cash or credit, mode of payment and personal data like his occupation, date of birth, purpose of visit, his office and residential address, etc.
2. Assignment and allocation of room : The assignment of room matching the guest requirement both in terms of type and the rate of the room.
3. Credibility of the guest : Based on the policies like advance payment and credit limits, etc. of the hotel and also on the basis of information provided by the billing instructions, the hotel decides upon fixing the credit limit for the guest.
4. Future planning of the room sales : The hotel can maximize it’s occupancy through a knowledge of room availability based on the information from the registration records.
VARIOUS TYPES OF REGISTRATION RECORDS :

Information about the guest which may be required by the hotel or police may be registered in two ways 1. In the form of a ‘Hotel Register’ also known as ‘Red Book’ or ‘F form’. 2. Individual guest ‘Registration cards’.
• The register can be a ‘Bound Book Register’ which is normally used by small hotels. Thick book which can be used for long time.
Merits :
1. All records are available in one book.
2. No filing is required.
3. Wastage is minimum.
Demerits :
1. Only one guest can register at a time.
2. It is bulky and difficult to carry to other departments.
3. Being very bulky and used for long period, it looks shabby on the counter.
4. Privacy can not be maintained.
5. Pre-registration not possible.
6. If the book is misplaced all the record is lost.
• Another type of register is a ‘Loose Leaf Register’ which is same as the bound book register in it’s contents but the pages are not bound. One page or sheet is used for each day.
Merits :
1. To some extent privacy is maintained.
2. Easy to hand over to customer to write details.
3. If one sheet is lost only one day’s record is lost.
Demerits :
1. It can be very easily misplaced.
2. If for a day, one full sheet is not completed, the rest goes waste.
3. Only one guest can register at a time.
4. Filing becomes an additional job.
• Individual guest registration cards are most widely used in hotels these days. They may be duplicate or triplicate depending on the hotel
Merits :
1. Many guests may be registered at the same time.
2. Privacy can be maintained.
3. Storage is easy.
4. No wastage.
5. Guests can be pre registered.
6. More mobile.
Demerits :
1. Expensive.
2. If not properly stored, may be lost.

DOCUMENTS GENERATED IN THE REGISTRATION PROCESS :
1. Registration Card : Used to collect guest personal data.
2. Room Rack Slip : A document on which the information is transferred from the registration card in the form of a summary. This slip is placed in the room rack.
3. Information rack Slip : Used to provide guest name and room no. A copy of this slip goes to room service, housekeeping, telephones, etc. These departments also maintain information racks.
4. Bell Boy’s Errand Card : It is communicate the guest arrival to the bell desk and to keep a check on the movement of the bell boys.
5. Other Support Documents :
a) Arrival notification slips : These slips are prepared and distributed to all the concerned departments.
b) ‘C’ Form : The Registration of Foreigners Act 11939 Section 3(e) Rule 14 makes it obligatory on the part of the hotel to send information about the foreigners registered at the hotel. In this connection any person who is not an Indian National or one who does not hold an Indian passport is termed as a foreigner. The form which is used to notify F.R.R.O. (Mumbai, Calcutta, Chennai, Madras) is called as ‘C’ form. Within 24 hours from the time of registration of a foreigner (12 hours for Pakistani, Chinese and other middle eastern countries) the information should reach the F.R.R.O. In the cities where there are no F.R.R.O. this information should reach the office of the Superintendent of Police of that area or town. Nepal and Bhutan and Shree Lanka nationals are exempted from the ‘C’ form notification. The ‘C’ form is made in duplicate pr in triplicate. It is made in duplicate if sent to F.R.R.O. (original copy goes to F.R.R.O.). If it is sent to the S.P. office, it has to be made in triplicate (two copies sent to the S.P. office). A bell boy is debuted to do this work everyday and it is his duty to bring the acknowledgment of their receipt from the F.R.R.O. The ‘C’ forms are serially numbered and contain all the information about he guest which is collected from the G.R. card (guest registration card).

TYPES OF REGISTRATION SYSTEMS :
Non-Automatic Systems: It refers to a manual system. This system is used for small hotels where the installation of automatic system would prove to be quite expensive and waste. All the forms like ‘C’ form, room rack slip, information rack slip, arrival notification slip, etc. are produced and distributed manually. It is wholly dependent on guests accurate and legible completion of the registration card.
1. Semi-Automatic System : It is a combination of manual and automated systems which involves the usage of the office machinery, clerical equipment and people.
2. Fully Computerised System : It is system in which various section of the front office department are connected to each other with the help of computer interfaces. The data collected at one point can be transmitted and utilized at any other location. This system speeds up the process and reduces the no. of errors.

CREATIVE OPTIONS IN REGISTRATION

Hotels have experimented with different techniques to make registration more efficient and effective.
Techniques tried with varying degree of success include :
1. Eliminating the front desk : Instead of the front desk, a host waits at the reception area with a list of expected guests and their pre-assigned rooms. The host identifies the guests, completes an abbreviated registration process. Marriot, Hilton and several other hotel companies are currently using this procedure at selected hotels. Credit is established at the time of reservation, through a special interface between the central reservation computer and the credit card company. With everything else in place, all the hotel staff has to do is pre-register the guest and attach a room key to the registration card. When the guest arrives at the hotel a simple verification of information on the registration card completes the process.
2. Having ‘Hotel Greeter’ registering the guests at a special lobby location : The regular front desk is screened off and used only for sorting and filing records. The screen can be temporarily removed, for check-in and settlement at peak time.
3. Creating a unique, separate registration area for VIP guests : This concept is similar to hotel greeter concept, but is only available for VIP guests.
4. Self-registration : Self registration terminals are usually located in lobbies of fully automated hotels. These terminals can vary in design. Some resemble the Automated Bank Teller Machine (ATM), while the others possess both video and audio capability. Recent technological advances allow hotels to place these terminals at off premises locations such as airports, car rental agencies, etc. To use an advanced self registration terminal, a guest generally must have made a reservation which led to creation of reservation and registration record.

FLOW OF ACTIVITIES AT THE SELF-REGISTRATION TERMINAL

1. Guest enters his reservation confirmation number or valid credit card.
2. Terminal reads information from the magnetic strip, passes the information to hotel computer to locate the reservation record.
3. Terminal prompts the guest to feed in additional data with the help of key pad.
4. Computer which is interfaced with computerised room management system, enables automatic room and rate assignment.
5. Some terminals print & request the guest to sign the registration card & deposit it in a card drop box.
6. Some terminals then direct the guest to a guest room key pick-up area. In other cases, the terminal dispenses the guest room key.

REGISTRATION

Registration procedure can be divided into six steps -
1. Pre-registration activity
2. Creating a registration record
3. Assigning the room and rate
4. Establishing the method of payment
5. Issuing the room key
6. Fulfilling special request

Pre-registration activity

Information is taken from the reservation record for quick check-in. It includes printing of the registration card, room and rate assignment, creation of a guest folio, other functions may also be part of the pre-registration activities. Sometimes room number is not assigned especially when the occupancy is high. Pre-registration can help plan for special requests. This leads to innovation in registration.
Option- when the driver goes to the airport to pick up the guest. He can get the guest signature on the registration card, take an imprint of the credit card, the room key can be given to the guest even before reaching the hotel. The check in can be carried out at the airport itself.

The registration record

Registration cards- have details about the guest taken from the reservation record such as name of the guest, address, contact no., date of arrival, date of departure, type of room, special request etc. At check out they are stored as guest history record. It is a database for future trends.

Flow of guest registration information:

Room rack slip

POS charge status

Guest folio slip

Registration record
Housekeeping schedule

Information rack slip Guest history card
Room and rate assignment

Involves identifying and allocating an available room in a specific room category. If not available, identify an acceptable available room. The room can be pre- assigned. A variety of room rates exist for similar types of rooms. Rates differ based on room view, location, furnishing etc.

I. Room status

Effective room and rate assignment depends on accurate and timely room status information. Housekeeping uses status- occupied, vacant, on- change, out of order. The housekeeping status should be communicated to the front office and it should be checked against the front office status. The discrepancy should be rectified. Communication between front office and housekeeping is written, spoken, through telephones, computers, interface in- room telephone. Occupancy report is sent by the housekeeping to the front office.

Computers

Computers give instantaneous access to the room status. Pagers can be connected to the computer terminals. At times the rooms are ready in all respect but there could be a delay in clearing the rooms as the housekeeper may be clearing a number of rooms together. It can be made faster when the telephone and computer are interfaced.

Room rates

A room rate is the price a hotel charges for overnight accommodation.
Rack rate – standard rate for each room.
Food plans – room rate is inclusive of breakfast, lunch or dinner. Eg. Continental plan, European plan, American plan, Bermuda plan, modified American plan.
Special rates – these are discounted rates.
• Commercial or corporate rate – for frequent guests
• Complimentary – for business promotion
• Group rates – for groups, tour operators etc.
• Family rates – for families with children under 12.
• Day rates – hourly rate generally for a minimum of four hours. Applicable only during slack seasons.
• Package plan rates – room rate includes room rent and some facilities.
• Frequent traveler rate – for regular guests or guests who are flying with the airline that is part of the intersell agency or the co- marketer of the hotel.

Room locations
Front Office assistants should know the location of each room in the hotel. Room rack should contain information about the room types, rate, décor etc. computers record this information in their room history records.

II. Future blocks
Future blocks implies the showing of reservations on charts. Example: advance letting chart, density chart etc.

III. Methods of payment
Hotels accept different modes of payment such as cash, credit card, direct billing, special programmes and groups. Hotels have policies regarding the different modes.

IV. Issuing the room keys
By issuing the room keys the registration process is complete. Hotels have guidelines for the issue of room keys. Never announce the room number to the guest. When using key card draw the attention of the guest on the room number while writing it on the key card. Bell boy escorts the guest.

V. Fulfilling special request
Part of registration is making sure that any special requests made by guests are acknowledged. Sometimes even the room could be blocked in advance. Example inter connecting room.

VI. Creative options in registration
Apart from the traditional method, innovations could be used in the registration process. Some of them could be eliminating the front desk and having hotel greeters, creating a unique separate registration area for a VIP, combining the hotel registration with the meeting registration in a separate area of the building. Also, having a separate desk for the registration of groups.

VII. Self registration
Self registration terminals are installed in the lobby. They are interfaced with the front office computer terminals. It makes use of the credit card that was used for guaranteeing the reservation. These machines resemble the bank ATM machines.

VIII. When guest cannot be accommodated
Guaranteed reservation: hotel makes arrangement for the guest in a hotel of the same standard in the vicinity. Hotel may go to the extent of paying for the accommodation of the guest when it is walking the guest.

Walk in guest: hotel is not liable to provide accommodation to a walk in guest if there is no room available. But hotel can offer to assist the guest in finding accommodation in a similar hotel in the vicinity. The hotel may make reservation for the guest in the other hotel.

Guest with non- guaranteed reservation: reservation is held till the reservation cancellation hour, in case the room position is minus the hotel can release the room. The hotel must be tactful in dealing with non guaranteed reservations. Guests should be told about the hotels policy regarding the cancellation hour at the time he makes the room reservation.

Guests with guaranteed reservation:
• Review all front office transactions to ensure full occupancy.
- accurate counts of occupied rooms, compare room racks.
• Telephone due outs/ expected check outs.
• Check the condition of Out Of Order rooms.
• Identify pre- blocked rooms.
• Guests are encouraged to return to the hotel as VIPs.
• Management should prepare a follow up letter.
• For members of a convention, the planner should be informed.
• In case of a tour group, tour operator should be informed.
• If no room is available in the hotel guest can be sent to another hotel.

REGISTRATION SITUATIONS

DNS (Did Not Stay):
The guest sometimes wants to move-out almost immediately after being shown the room. If the room is not satisfactory to the guest the receptionist should try and provide alternative accommodation to this guest in the same hotel. If that is not possible then she should try and accommodate the guest in some other hotel of similar standard.
If the guest departs for reasons, which are beyond hotel’s control, the receptionist should express her regret and should assist the guest with departure. If the room is not being used, no charges will be made to the guest. All the forms and records will be marked ‘DNS’. Management is informed about these DNS cases and the reasons for the same.

DNA (Did Not Arrive):
At the end of the day, the receptionist should take following steps:
1. Check for reservation slips in the reservation rack.
2. Check the room rack to verify that the guest has not checked-in already.
3. Double check the arrival dates.
4. Check with the airline company for delay in the flight (if flight no. is given)
5. Time stamp the reservation form and attach it with folio card (in case of advance payment), mark it as ‘DNA’.
6. These reservation forms are kept with the next day’s reservations as the guaranteed reservation guest may arrive the next day.

RNA (Registered Not Assigned):
A guest arriving early in the morning, when the rooms are not available, may be asked to register himself. He is requested to deposit his luggage in the left luggage room and return to the hotel for room assignment later in the day (by hotel’s check-in time). The registration card is marked ‘RNA’ and kept at the reception counter. As soon as room of the required type is available, room assignment will be done. Room no. is then mentioned on the registration card.

PIA (Paid In Advance):
At arrival, if the guest has very little luggage (scanty baggage/ scanty luggage), then payment in advance is normally requested. This situation should be handled with extreme care and tact. Guest with cash payment should be informed about the hotel’s policy, very politely and advance should be collected. All the other revenue centers should be informed that the guest has to in cash for all the services and products provided to him. A ‘Cash Only Slip’ or a ‘PIA guest list’ is sent to all the service outlets.
If the guest holds a credit card and wants to make the payment through the same, then his card is validated and an imprint of the card is taken on the credit card voucher.

No Information:
The guest may request that no information regarding his/her presence in the hotel be given to any caller or visitor. ‘No Information’ should be clearly marked on the slips so that the staff can respond appropriately.

Signature check in:
The Registration card is filled in before the arrival of the guest as a part of the pre registration activity. The details are taken from the reservation record. The guest only signs on the registration card at the time of arrival. This saves a lot of time and is found convenient by guests as well as the hotel.

ARRIVAL PROCEDURE

ARRIVAL PROCEDURE GUEST ARRIVES AT THE HOTEL: Doorman greets the guest, opens door of the vehicle and helps guest alight. Bellboy unloads guest luggage, carrries it to the bell desk, directs the guest to the reception counter. GUEST ARRIVES AT THE RECEPTION COUNTER: Check expected arrivals list. Reconfirm accommodation requirements and mode of payment and special instructions with the guest. Check correspondence file for clarification if necessary. If the guest is an unknown FIT, if the mode of payment is cash ask the guest for an advance voucher or the pre-typed GR card or registration record and give it to the guest for completion. In the mean time check for the mail and messages for the guest. Decide on the room to be allocated from room rack availability of the type of room required. Prepare the key card and/ or welcome slip. Collect key, prepare lobby attendant’s errand card. Check that the registration card is properly filled. Ensure guest signature and then sign. In some hotels details of advance voucher are noted on the registration record at this stage. Hand over to the guest to the guest key card and / or welcome slip. Call for the Bell boy, enter his name on the errand card. Hand key to the Bell boy and instruct him to escort the guest to the room. (announce guest name and room number clearly but softly, at the same time indicating guest to the bell boy so as to avoid mistakes). After the guest leaves the counter inform Telephone department and Room Service immediately on phone. Prepare rack slips for room rack and Information rack. If hotel policy dictates prepare rack slips for Room Service and Telephone department. Also the slips themselves serve as arrival notification slips ( permanent notification slips). Otherwise temporary notification slips may be prepared and sent. Housekeeping department has to be informed. Attach reservation form and relevant correspondence to the guest registration card and sent to the Cashier to open the guest folio. In some hotels, guest folio is opened by the Receptionist and sent to the cashier with the rest of the forms to be maintained till the guest departure. Make entries in the arrival and departure register. Prepare ‘C’ Forms for foreigners. FORMATS: Expected arrival list Registration card, C Form Key card / Welcome slip Arrival-Departure register Bell boys errand card Bell captains control sheet Arrival notification slip ARRIVAL PROCEDURE Pre-arrival procedure: Refer log or memorandum. Calculate room position. Block room for existing reservation. Make amenities voucher if required. Keep registration cards ready. Formula for calculating room position: Room position = Available rooms -Expected arrivals + Exp. Dep. – Out of order / blocked rooms. Overbooking percentage = Cancellations + No shows X 100 No. of rooms F.I.T ARRIVAL PROCEDURE Guest without a reservation (walk in guest): Find out the requirement of the guest and allot a room as per the guest request. Guest with a reservation: Obtain the name of the guest. Check for the name of the guest in the expected arrivals list and tick it off. Check if the room is already blocked or allocated from the room rack. If not, then identify a suitable vacant room from the room rack to be assigned to the guest. Confirm the mode of payment. If cash, then request an advance payment. If the guest is paying by credit card, take an imprint of the credit card and validate the card. Offer a blank registration card if the guest is not pre-registered. Let the guest fill up the registration card and check it to see if all details have been entered. Prepare the key and welcome card. Summon the bell boy ad fill the errand card for the bell boy. Let the bell boy escort the guest to the room. LUGGAGE CONTROL AND BELLBOYS CONTROL Many guests arrive at the hotel with heavy baggage or several pieces of luggage. Guests receive help from the bell attendants. Bell attendants provide baggage service between the Lobby area and the guest room. Activities at the bell desk on arrival: Bell boy returns to the bell desk with errand card and hands it over to the bell captain. Hotel tags are prepared and fixed by the bell boy in the presence of the guest to identify the luggage and avid confusion or mistakes. Bell boy escorts the guest to the room with the luggage. Places luggage on the luggage stand or as directed by the guest. Returns to the bell desk and punches time of return on the errand card. The details on the errand card are filled up by the bell captain. He also makes entries of the details into his control sheet on the bell boys return. The errand card contains details such as the description and the number of pieces of baggage, the time at which the bell boy left the counter, time of return etc.

FRONT OFFICE MEMORANDUM

Time filed Transferred
From last sheet Memorandum Time completed Transferred to next sheet

FRONT OFFICE LOG BOOK

S.No. Particulars Time
(given) Time
(completed) Completed by Transferred

REGISTRATION CARD

IX. Name ________________________________________________________________________________
Surname first name
Arriving from _______________________ Company Design. _____________________________
Next destination _____________________ Organisation _________________________________
Date of birth ________________________ Address ______________________________________
Residential address __________________ __________________________________________

Arrival on ______ Dep. On __________ FOR FOREIGNERS

PURPOSE OF VISIT Date of arrival in India:_____________

Business 0Conference 0 Leisure Duration of stay in India:__________

MODE OF PAYMENT Passport no. _______________________

0Cash 0Travellers cheque 0 BTC 0voucher Nationality _______________________

Credit card 0Visa 0Master card 0Amex0Diners Date of issue:_____________________
Credit card no. _______________________ Place of issue:____________________
Expiry date _________________________ Certificate of registration
(Only for foreigners residing in India)
No. ___________________________
Bill to _____________________________ Date: __________________________
Room to be charged to ______________ Issued at: ______________________
Room types_________ Room no.________

Room rate No. of guests Room type

I agree to release my room(s) by 12 noon on the date of departure. Should I fail to check out, I authorise the management to pack and remove my belongings to the hotel check room so that my room will be available for incoming guests with confirmed reservations. The management is not responsible for any theft or loss of the valuables from the room.

Signature of the receptionist _____________ Guest’s signature ________________

AMENITIES VOUCHER

Date: ___________

From : Front Office

To : Room Service / Housekeeping / Pantry

Please supply:
0 fruit basket ( small / large / special)

0 flower arrangement (small / large)

0 bottle of wine

To _________________ Room no. ______________ at ________________________
(Guest’s name) (time)

Authorised by ___________________________________________________________

Card to be attached of __________________ Signature ______________________

Copies: 1. Room service/ Pantry / Housekeeper
2. F & B Controls
3. File copy

KEY CARD

Guest name ___________________________________________________________

Room no. ______________________________________________________________

Arrival Date __________________ Departure date ___________________________

Signature of the guest _______________________

Room key, on presentation of this card.

Purpose: This card is an authorization for guest to collect key.

MOVEMENT LIST
X.
Date: __________________ Day:____________________________

S no. Name Arr.flt.
No. Room no. No. of persons Instructions Departure date Booked by

BELL BOYS ERRAND CARD
(ARRIVAL)

Room no. Name:

Items No. of pieces

Suite case
Brief case
Hand bag
Suit hanger
Others

FOR OFFICE ONLY
Company
Contact
Departure date
Remarks

BELL CAPTAIN
LOBBY MANAGER

ROOM CHECKLIST
AC operation Mini bar flask
Music Leather folder
Television Bath robe
Brass ashtray – 2L, 2 S Mini

Lobby attendant Time: Date:

LOBBY ATTENDANT ERRAND CARD
(Departure)

Room no: Name:

Items No. of pieces
Suit case
Brief case
Hand bag
Suit hanger
Others

ROOM CHECK LIST
Brass ashtrays – 2L, 2S Bath robe
Mini bar flask Leather flask

DEPARTURE

INFORMATION RECEPTION CASHIER

Lobby attendant: Time: Date:

BELL CAPTAINS CONTROL SHEET
Sheet no. _____
Captain ________________
Date __________________ Shift from_________ To __________________

FIT DEPARTURE PROCEDURE

AT THE RECEPTION:

• The receptionist receives the errand card.
• Check name on the expected departure list.
• Inform the housekeeping control desk.
• Notes down the name of the housekeeping staff and time informed in the departure intimation register.
• Checks for the room key and signs on the errand card.
• Informs telephone.
• Informs room service.
• Updates room rack (slip folded in half) and information rack.
• Enters details in an alphabetical order in the register against the guest name.
• Enters details in the arrival / departure register.
• Keep registration card for filing.

AT THE CASHIER’S DESK:

• The cashier checks the guest folio for any unposted vouchers.
• Calls up the room service, coffee shop for any last minute billing.
• Updates bills and checks billing instructions.
• Checks all entries against the vouchers and arranges them date-wise.
• Presents the bill to the guest to check and rectify(approve) charges. Also reconfirm the billing instructions.
• Queries if any are answered and vouchers are presented.

Bell desk

Bell desk / Bell stand / Porter’s lodge
Operations at this desk are controlled by Bell captain / head hall porter. In case of large & very large hotels this responsibility is taken care of by the senior bell captain.
There are bell boys/ porters/ page boys working under the bell captain.

This small desk is located:
• In the lobby
• In front of the front desk
• Near the entrance
• Near the luggage elevator
The ‘left luggage room is located next to this small desk.

Bell desk communicates with:

1. Doorman

2. Reception/ Information/ CashierS

3. Lobby manager

XI. Functions performed

1. Paging of guests.
2. Handling mail & messages for in-house guests.
3. collection of room keys from the guest at the time of departure & depositing at the reception.
4. Handling and distribution of newspapers & magazines.
5. Attending outside calls.
6. Postage stamps and outgoing mail.
7. Handling other services like door service, car parking, crew/ group wake call service.
8. Helping lobby manager to check discrepant rooms.
9. Handling and storage of luggage left by the guest for temporary storage.

XII. Basic equipment used

1. Luggage trolley
2. Intercom telephones
3. Postage scales
4. Date & time stamping machines
5. Stamp folder
6. Luggage net
7. Paging board

LEFT LUGGAGE FACILITY

Hotel guests, at times wish to leave their luggage in the custody of the hotel left luggage room. The luggage will be kept in the left luggage room under following circumstances:
* On arrival : The guest may not need all the luggage, he is carrying with him to his room.
* On departure : When he intends to return to the hotel after a short trip to another city OR when the guest wants the luggage piece to be picked-up by another friend or relative OR when the guest is not able to make immediate payments of the bills OR when the guest checks out of the room at noon to save extra billing but is bound to leave by an evening flight.
This service is provided only to hotel residents.
Conditions Applied for Accepting Left Luggage :
Hotel accepts baggage or package for storage in a condition that hotel shall be in no way liable for loss caused to it through water, fire, theft, or any such causes.
Hotel shall not be responsible for the luggage after 30 days of storage.
Precious items, jewelry, important documents ,etc. won’t be accepted for storage. Guest is advised to contact any scheduled bank and hire a locker for such purposes.
No edibles, explosives or inflammable material should form a part of the content of goods being given for storage.
Guests are requested to ensure that the baggage handed over for storage is properly locked and secured.
Guests are requested to sign the register in the left luggage room at the time of handing over and receiving their baggage.
In some cases, a fixed charge per piece per day will be levied for each baggage occupied for storage.
Baggage will be handed over only on the production of baggage check.

INFORMATION DESK

Front office staff must know the following points :
Hotel Product Check List
• Room number and location of each room : floor and access.
• Type of accommodation available : single, double, twin, etc.
extra bed etc.
• Additional facilities : Terrace, private balcony, Jacuzzi, etc.
• Room facilities : Telephone, mini bar, channel music, fax machine, etc.
• State of furnishings : Newly redecorated, good, poor, old fashioned, etc.
• Fire emergency drill.
• Hotel rates : per person, per day, per room, etc.
• Details of tariff : Half board, full board, B.P., etc.
• Special tariffs : High / mid / low season, festival season, discount rates.
Standing Arrangements :
• Service charges.
• Reservation deposit policy.
• Price and service times of all meals in the restaurant.
• Room and floor service facilities & charges.
• Policy for pets and dogs.
• Car parking, garage, petrol, car repairs facilities.
• Telephone call charges.
• Corkage charges.
• Liquor, cigarettes and snacks service time and charges.
• Cheque, traveler’s cheque and personal cheque policies.
• Credit card policy
• Travel agents and company business policy.
Hotel facilities :
• Number and position of public cloak room, staircases, elevators, etc.
• Position and amenities of lounge, TV room or reading room, restaurants, etc.
• Opening and closing hours of bar, games room, health club, swimming pool, etc.
• Provision for packed food, early dinner, late supper.
• Banqueting and conference facilities.
• Theater tickets, taxi hire, car hire, laundry, dry cleaning, etc.

GUEST COMPLAINT HANDLING

How to handle complaints:
1. Listen carefully
When a guest complaints do not interrupt, listen carefully. Because a guest who is complaining. Do not interrupt and give excuses. The guest is angry and to lessen the anger, let him tell you the entire problem.
2. Clarify
If you are in doubt about the specific problem of your guest then do not guess his problem but, clarify it by asking questions and understanding the nature of problem.
3. Think about your guest wants
When a guest complaints he might tell you so many things along with the actual problem. But you have to try and the important message from the complaint, i.e. find out the root cause.
4.Think how you can help
Considering the nature of the problem and the complaint, decide the plan of action quickly.
5. Act immediately
Take immediate action and take the action in front of the guest so that he feels that he is taken care of.
6. Follow-up
Merely taking action is not sufficient, so follow-up with the other departments, if the complaint has been handled.
7. No false promises
It is very dangerous to make false promise. If you can’t solve a particular problem do not promise, otherwise you may loose not only one customer but many.
8. Ask senior
If you feel you can’t solve a certain problem or you are not authorized to take a decision, ask your senior to help you.

MAIL HANDLING
Importance :
Mail handling procedure is a very important function which the Front Office staff has to handle in a hotel. A receptionist in a hotel has to be very careful that all the mail receives due attention and are attended to without any delay to avoid embarrassment.
Types of mail - Incoming & Outgoing, Ordinary & Registered :
Basically while discussing there are two types of mail. Incoming & Outgoing.
Incoming Mail :
Various types of mail may be received in a hotel, like mail for Hotel Management and Hotel staff and mail for guests. In addition the mail may be an ordinary mail or registered/recorded mail etc.
Staff has to be extra careful about recorded mail. All incoming mail must be DATE AND TIME STAMPED. A proper record of all the recorded mail is kept as per requirement i.e., the entries are made in either registered letter book, parcels book or telegram book etc. No such record is maintained for ordinary mail. After having date and time marked the mail, it is sorted and classified under 3 main categories.
(1) HOTEL MAIL is identified by the designation of a senior manager of the hotel eg General Manager, Banquet Manager etc. This mail is delivered to the office of the managers concerned.
(2) STAFF MAIL is identified by the presence of the name of employee, designation and department mentioned in the address. This is usually sorted and delivered through the Time Office.
(3) GUEST MAIL : Any mail that is left is supposed to be guest mail
Guest Mail may belong to any one of the following categories
(1) Present Guest Mail
(2) Past Guest Mail
(3) Future guest Mail
(4) Wrongly Addressed Mail

PRESENT GUEST MAIL
The guest mail is first arranged in ALPHABETICAL ORDER and then checked against the INFORMATION RACK to identify the PRESENT GUESTS. Wherever applicable the room no is entered in pencil on the letters and then they are put in the appropriate room no pigeon hole in the MAIL AND KEY RACK to be handed to the guests when they come to deposit or collect their keys

Any mail that is left still belongs to guests who have already departed (past guest) or to guests who have still to arrive (future guests)

PAST GUEST MAIL
Sometime the hotel receives mail for the guests who have already departed from the hotel after having stayed for some period. The hotel to avoid any embarrassment as to what to do with such mail and how to hand it over to the person quickly, ask the departing guest to leave their forwarding address and for how long they would want their mail to be redirected to that address. A special program called “Mail Forwarding Card” is used for this. Many hotels keep these cards in the stationery folder in the room while others keep these slips at the Front Desk and give them to the guest at the time of departure. This card contains the address to which and the dates/period till by which the guest would like all the mail received by the hotel after his departure to be forwarded. These cards are filed alphabetically and when the expiry date is reached they are cleared out systematically. Any letter received after the expiry date is either returned back to the sender or in case the permanent address of the guest is available, is redirected to him at his permanent address.
The remaining mail is still in alphabetical order and checked against the Mail Forwarding Cards and where applicable they are Redirected. Details of mail redirected is entered on the reverse of the Mail Forwarding Card.

FUTURE GUEST MAIL
General mail for guests yet to arrive is kept in the back office in pigeon holes marked alphabetically. An indication is made in the reservation record about this awaited mail i.e., in case of Whitney system the words “Awaited Mail” is written on the Whitney slip. In case of diary system it is recorded in the diary against his name in remarks column and in case of Computer system it is updated in the computer. Later this mail is sent to the Front Desk and is kept with the receptionist in special slot on the day of arrival of the guest and when the guest arrives the receptionist hands over the mail to the guest at the time of registration.
If there is any mail that is delivered within thirty days after it has been received, it is marked “Addressee Unknown” and sent back to the Post Office which will send them to the Dead Letter Office..

Outgoing Mail :
Outgoing mail of the hotel include mail of the hotel and guest. Outgoing Hotel Mail is handled by the individual departments. The various departments have their own secretarial staff who maintain record of all outgoing mail. Large Hotels use Franking Machine for postage. If the volume of mail is high the use of Franking Machine save lot of time. This machine is hired / purchased generally from the Post & Telegram department or any authorized supplying company. This machine stamps on the envelope (or on an adhesive tape) the amount of postage required and the date cancellation mark. Advance payment has to be made to the post office to cover the value of the postage expected to be used. As the stamp value is printed on the envelope, the amount is reduced on the machine till it reaches zero value. The machine will then automatically lock and the post office will again charge it after further payment. While using the machine care must be taken that the correct denomination of stamp is put on envelopes. The date stamp must be altered every day as the post office will not accept the prior post dated mail. One of the most important thing for the staff to know is the current postal regulations.
Besides the outgoing mail of Hotel, the Hotel also provide the service of posting letter etc. for the guest staying at the hotel. Generally the bell desk keeps stamps and letter and parcels scale. The stamp folder is used to prevent the stamps from getting lost. The folder contains separate divisions for various denominations. The stamp folder should be kept under lock and key. The letter and parcel scale is used to weigh the mail to ensure that correct amount of postage is affixed.
Some hotels use a book called postage book to keep the record of postage used. All mail for dispatch if franked by a franking machine or if the stamps are used should be entered into postage book.
The procedure of sending ordinary mail for guest is simple. The guest leaves his mail (to be posted) at the Bell Desk where it is weighed and then the necessary stamps are affixed and posted. In case of Registered mail the mail is sent to post office, which issue an special official receipt. These receipts are retained as they are required to be produced in case a claim for clarification from the guest.

PAGING

Paging is used to locate a guest in the hotel. Guests may require this paging service during their stay in the hotel. Sometimes when a expecting a phone call or a visitor but he doesn’t want to wait for him in his room, and either goes to any of the public areas or goes out of the hotel; then in such cases he will leave the information about his whereabouts at the front desk. For this purpose he has to fill in a ‘Location form’

Location form tells about the whereabouts of the guest in case he is not in his room and is expecting a telephone call or a visitor. Sometimes this form is kept in the stationary folder in the guest room but more commonly it is with the front desk. The receptionist on the guest’s behalf can fill this in. it is made in duplicate; one copy is kept in the “Key and Mail rack”, the second copy goes to the telephone operator. Paging can be done for a guest whose location is known or for a guest who has not left any location form.

PROCEDURE FOR PAGING

1. Page Board System:
When a phone call is received for any guest or a visitor comes to visit the guest who is not in his room, the reception desk personnel will write the name and/or room number of the guest on both the sides of the Page board. This will be handed over to the bellboy. If the guest location is known, bell boy will carry that board to specific public area and will ring the bells attached to the board. This draws attention of the guest and the concerned guest gets his message.

Disadvantages:
• Time consuming- if the guest does not specify his location page board will have to be carried to all public areas of the hotel.
• When bell boy moves with the board and the bells are ringing, he might disturb many guests in the area.

2. Channel Music Or Public Address System:

When there is a phone call for a guest who has to be paged, the receptionist switches off the channel music of the lobby and other public area of the hotel. With the help of a microphone she announces the name and/or the room number of the guest, which is transmitted to all public areas simultaneously.

SAFE CUSTODY OF GUEST VALUABLES

The hotelier has a liability towards the property of a guest and he is obliged to accept articles such as jewelry, cash, etc for safekeeping. The hotel can either accept articles from the guest for safekeeping or can provide facilities like lockers where the guest can keep his valuables.
The hotel has to display a notice informing the guest about the safekeeping facilities in a prominent place where it can be noticed by the guest. The hotelier must also inform the guest about these facilities orally. Once he has accepted the responsibility for the safety of the guest valuables, the guest can clam damages for the following:
1. The property was lost or damaged in spite of the fact that they were given for safekeeping.
2. The hotel refused to accept guest’s valuables for safekeeping and later they were lost or stolen.
3. The hotel failed to display a notice in a prominent place and the guest was not aware of this facility.

PROCEDURE

1. COMMON SAFE:
When a guest deposits his valuables for safe custody, he is given a specially prepared envelope in which he puts the articles. He seals the envelope and signs across it. The cashier gives a receipt for the envelope. The receipts are serially numbered and are in triplicate. Top copy is given to the guest, second copy is attached to the envelope and the third copy is the book copy. A deposit register is also maintained in which the details of the receipt are posted.

When the guest requests for the return of the property, he gives back the original of the receipt. This is cancelled and is attached to the third copy in the book. The deposit receipt book is checked against the deposit register to ensure that all deposits have been entered in the register and all the receipts are returned to the book after returning the guest article.

2. INDIVIDUAL SAFE DEPOSIT LOCKERS:

As the above process is time consuming and could lead to confusion, mostly individual safe deposit lockers are used. When valuables are to be deposited the guest is given the key of the locker, which he signs for and the particulars are recorded in the ‘Safe deposit locker record sheet’. There are two keys for each locker. When the locker has to be opened, both the keys have to be used. The cashier is responsible for the control key and the second key is the guest key. The cashier uses his key and then h guest can open the locker with his key. This prevents the guest or the staff from tampering with the lockers. The front desk must verify the identity of the guest before granting him the access to the safe deposit box. The guest is required to sign a form requesting the access to the locker and the staff will verify the signature with the guest signature on the safe deposit locker form. A few hotels also take a deposit for the key. It is refunded at the time of departure on production of the key receipt.

In some hotels safe deposit lockers are also placed in the guest rooms. In- room safes are generally placed in the guest room closet or wardrobe. Guest convenience is the main advantage of the in-room safe. Several different types of in-room safe systems exist. A few of them have mechanical locks while others have electronic locks that can be coded by the guests. Every guest staying in the room can lock the safe with his own code and the guest is requested to leave the safe open when he checks out.

In case a guest does not remember the code, he can take help from the hotel security officers who have a master key that will open the safe.

SAFE DEPOSIT FORM:

ASSIGNED TO:__________________ SAFE DEPOSIT BOX NO.:___________

ROOM DATE TIME CASHIER GUEST

I HEREBY AUTHORIZE THE PERSON, WHOSE SIGNATURE IS SHOWN IN THE BOX ABOVE, TO HAVE THE ACCESS TO THE LOCKER.

GUEST SIGNATURE DATE TIMES OPENED CASHIER

A CHARGE OF RS.500/- WILL BE MADE FOR LOST KEYS.

SURRENDERED BY:

GUEST SIGNATURE DATE TIME CASHIER

SAFE DEPOSIT LOCKER APPLICATION

FROM : Mr./Mrs./Ms.____________________________________________

ROOM NO. : _______________

Please allot me a safe deposit locker for my personal use.
I agree to pay the charges for the same as per the terms and conditions of the organisation.

LOCKER NO. : _______________ KEY NO. : _____________
DATE OF ALLOTMENT : _______________
TIME OF ALLOTMENT : ________________
SIGNATURE OF THE GUEST : _______________
SIGNATURE OF THE FR. OFFICE CASHIER : ______________

TERMS AND CONDITIONS

1. I confirm to use the safe deposit locker for storing valuables and cash at my
risk.
2. I undertake not to misuse the safe deposit locker for the storage of damaged,
Combustible and other objectionable items.
3. I assure to keep the safe deposit locker key in my possession and hand over the
same at the time of check-out.
4. In case of loss of safe deposit locker key, I agree to pay Rs. 1,500/- towards the
cost of replacement of the lock.
5. I agree to pay a rent of Rs. 25/day

____________________
Guest Signature.

ROOMING LIST

GROUP NAME : CHECK-IN DATE : TIME :

TRAVEL AGENCY : CHECK-OUT DATE : TIME :

ROOM NO.
GUEST NAME ROOM TYPE CHECK-IN TIME REMARKS

ROOM NO.
GUEST NAME ROOM TYPE CHECK-IN TIME REMARKS

x

TELEPHONE ETIQUETTE: THIRTY-SIX TIPS

Before you answer be prepared (this includes knowing how to use the phone/system features):

1. Turn away from your computer, desk or other work.
2. Have pens, pencils and notepaper handy.

In answering the phone:

3. Answer calls promptly, by the second or third ring.
4. Smile as you pick up the phone.
5. Assume your "telephone" voice, controlling your volume and speed.
6. Project a tone that is enthusiastic, natural, attentive and respectful.
7. Greet the caller and identify yourself and your company/department/unit.
8. Ask, "To whom am I speaking?"
9. Ask, "How may I help you?"

In the course of the conversation:

10. Focus your entire attention on the caller.
11. Enunciate/articulate clearly. Speak distinctly.
12. Use Plain English and avoid unnecessary jargon and acronyms.
13. Use action specific words and directions.
14. Use the caller's name during the conversation.
15. Always speak calmly and choose your words naturally.

16. Use all of your listening skills:
a. Focus your full attention on the caller and the conversation.
b. Listen "between" the words.
c. Use reflective/active listening to clarify and check for understanding.
17. If there is a problem, project a tone that is concerned, empathetic, and apologetic.

18. Avoid the Five Forbidden Phrases.

a. "I don't know"
Instead, say: "That is a good question; let me find out for you" or offer to connect the caller with someone who could provide the answer.
If a call involves some research, assure the person that you will call back by a specific time.
If you do not have an answer by the deadline, call back to say, “I don’t have an answer yet, but I’m still researching it.” There is no excuse for not returning calls.
b. "I/we can't do that."
Instead say: "This is what I/we can do."
c. "You'll have to"
Instead say: "You will need to" or "I need you to" or “Here’s how we can help you.”
d. "Just a second"
Instead: Give a more honest estimate of how long it will take you and/or let them know what you are doing.
e. "No."
Instead: Find a way to state the situation positively.

19. Use "LEAPS" with the emotional caller to vent.
L Listen; allow the caller to vent.
E Empathize; acknowledge the person's feelings
A Apologize when appropriate, even if the problem is not your fault, you can say, "I am really sorry this has happened" and mean it.
P (Be) Positive
S Solve; suggest/generate solutions that you can both agree on and/or ask what you can do to help and, if reasonable, do it! If not, find a compromise.

In concluding the call:

20. End the conversation with agreement on what is to happen next; if you are to follow-up, do so immediately.
21. Thank the caller for calling; invite the caller to call again.
In transferring calls:
22. Transfer ONLY when necessary; get the information yourself.
23. If you must transfer, avoid the use of the word "transfer." Say instead: "I am going to connect you with".
24. Explain why you are "transferring" the call.
25. Give the caller the person's name and direct number
26. Stay on the line and introduce the caller.

In taking messages:
27. Identify yourself and for whom you are answering the phone.
28. Practice political sensitivity.
29. Indicate the period of time the person will be unavailable.
30. Write down all the important information given:
a. The name of the caller. Ask for spelling if unclear.
b. The (correct) telephone number of the caller.
c. The message. Ask for clarification if necessary.
31. Read back what you've written to be sure you've understood the message correctly.
32. Always assure the person that you will deliver the message promptly.
33. Deliver the message in a timely fashion.

NEVER:
34. Eat, drink or chew gum while on the phone.
35. Leave an open line:
a. Place the caller on hold
b. Check back with the caller frequently: every 30-45 seconds.

ALWAYS:
36. Put a smile in your telephone voice and let your personality shine!

The Complaint Call
Complaint callers who are irate are really saying, "I rate." They have bought into society's "the squeaky
wheel gets the grease" mentality. When that happens, try the EAR method:
E mpathize with the caller.
A pologize and acknowledge the problem.
Accept R esponsibility. (You'll do something.)
Empathize with the caller. This is different from sympathy, where you take on someone else's problem.
Try to understand how the person is feeling.
Apologize and acknowledge the problem. You don't have to agree with the caller, but express regret that there is a problem. People want to be heard, and no one's complaint is trivial.
Each deserves prompt handling, so do not deal with it in a trivial manner.
Accept responsibility. Make sure something is done. Take it upon yourself to DO something.
Many times, that's all that people want: the reassurance that something will be done. People want to be helped. They want to know that you care.
Use these phrases to get that sentiment across: "How can I help you?" "What can I do for you?" "I'll make sure this message/information gets to the right person."

The acceptance of responsibility may be as simple as forwarding the call to the appropriate individual or sending the caller more information.
If you do forward the caller to someone else on your staff, follow up with that person to make sure the caller was taken care of.

If you get an irate caller, or even one who is calm, cool, and collected, here are some more methods to handle complaint calls:
First, don't overreact, especially if the caller starts using "trigger" words or phrases, such as: "I want to talk to someone who knows something." Most people respond by getting defensive when their "hot-button words" are pressed.

Remember, a positive attitude is the most important asset you have.
Second, listen completely to the complaint. Allow the caller the opportunity to vent some frustration.
When you listen, don't try to apply logic to the situation. Many people are beyond logic if they are angry, so accept the feelings being expressed. Avoid argument and criticism.
Third, do not blame anyone -- the caller, yourself, or someone on your staff -- even if you know who is to blame for a problem. This information should not be shared with the caller.

Fourth, paraphrase the caller's comments, and ask questions if you do not understand the information being presented to you. Restate the problem as you understand it.
Fifth, offer solutions and, if appropriate, offer alternatives. Providing alternatives empowers callers. It gives callers a feeling that they were not dictated to and that they were part of the solution.
Finally, confirm the solution with the caller. Make sure the caller agrees with what has been decided.
Of course, not everyone will be happy, no matter what you do. These people will not be content; they just like being grumpy. Usually, these are the people who want to talk to the person "above you." If that is what it takes to lessen their anger, then do so. By the time they have been transferred to a supervisor, they usually have become calmer and less demanding. It seems that they just needed to vent their anger at someone: you. Just remember that most people are not that way and keep a firm grip on that positive attitude of yours.

How do people answer the phone in different parts of the world?
In Spain they say "Get on with it!"
In Italy they say "Ready!"
In the Czech Republic they say "Ahoy!"
In Japan they say "Mushi-mushi!"
In New Zealand they ask "Are you there?"
In Hong Kong they say "Waay!"
In the Netherlands they say "With..."
In Finland they state their full name
Ways to answer the Phone!
"Hi."
"Hola!"
"Hey wassup ?"
"You have reached the residence of ___________, but no one is here right now... so please leave a...."
"Thank you, please pull around."
"Do-do-do- I'm sorry, you call cannot be completed as dialed!"

"Burp!"
"Talk to I!"
"911 Emergency!"
"Pizza Hut, may I take your order?"

Role-play 1

Employer: "Hello, Johnson Industries."
Applicant: "Hi, my name is student's name, and I am calling about the ad in the Sunday paper for the Customer Service Representative Position." (speak clearly and state who you are and why you are calling)
Employer: "OK, what I need you to do is come down to the office and fill out an application."
Applicant: "Could you tell me where you are located?" (you may want to write the information down)
Employer: "Do you know where the McDonalds® is on Main Street?"
Applicant: "Yes, I do." (try to say more than "yeah" or "no")
Employer: "Good, we are located right across the street."
Applicant: "When is a good time to come by and who should I ask for?"
Employer: "You can come by any time before 5 p.m. today, and ask for me, Fred Stevenson."
Applicant: "Thank you Mr. Stevenson." (always be polite)
Employer: "You are welcome."
Role-play 2

Receptionist: "Good afternoon, McDonnel and Associates."
Applicant: "Hi, may I please speak to Ms. Fredrickson?" (use formal names)
Receptionist: "Ms. Fedrickson is in a meeting right now."
Applicant: "May I leave a message?" (ask to leave a message)
Receptionist: "Yes."
Applicant: "My name is student's name and I am calling about the status of the job opening as her assistant. My number is 555-1234."
Receptionist: "OK, I'll give her the message."
Applicant: "Thank you." (always be polite)
Role-play 3

Applicant: "Hello." (When you are doing a job search, answer the phone with an appropriate greeting each time you answer the phone. You may give a potential employer the wrong impression if you answer the phone with a greeting such as "Yo" or "Yea.")
Employer: "Hi, may I speak to student's name."
Applicant: "This is she/he." (make sure people respond in a polite way)
Employer: "This is Ms. Fredrickson from McDonnel and Associates."
Applicant: "How are you Ms. Fredrickson?"
Employer: "I am fine. I have read over your application, and I am interested in having you come in for an interview."
Applicant: "That would be great. When would you like me to stop by?"
Employer: "How does Tuesday at 10 a.m. sound?"
Applicant: "That sounds good. Your office is located by Evergreen School on Elm Street, right?"
(don't forget to ask where you need to be)
Employer: "That's correct."

Telephone Etiquette-Workshop

Telephone Skills
Work Related Telephone Skills

OBJECTIVES
1. Develop proper phone skills for speaking to a potential employee.
2. Develop proper phone skills when at work.

MATERIALS NEEDED
Access to at least one telephone most recent local Sunday newspaper, paper, pens or pencils
SUPPLEMENTAL RESOURCES
Job Search/Job Survival – A $199.00 video package by Educational Design, Inc. (1800 221-9372). The Job Search video provides dramatizations of appropriate phone skills when contacting a potential employee.

INSTRUCTIONAL FORMAT
This lesson will provide training on proper phone etiquette when looking for work and while on the job. It is important to stress that a person's presentation on the phone is a significant factor in obtaining a job.
Additionally, poor phone skills at work can decrease an employee's chance for advancement or a pay raise.

1. Discuss contacting a potential employer.
First, one may have to answer a want ad with a call to the company. This call might involve answering questions, obtaining information about the job, and finding out where and how to apply for the position.
Second, following an interview or submission of an application, the applicant should follow up with a phone call to ask about the status of the position. This demonstrates an interest to the employer.
Regardless of why the applicant is calling, it is important that he speak clearly, identify who he is, and indicate the position in which he is interested.

2. Use modeling and role-playing to provide students an opportunity to learn and practice telephone skills when contacting a potential employee. There are sample scripts below to help guide the roleplays.

It is suggested that the applicant ask questions such as "Who will interview me? How long will the interview last? Should I bring anything?"

3. It is suggested that the class look at employment classifieds from the local Sunday paper and find want ads that instruct the reader to call a number for more information. Have each student make at least one call to practice the skills learned above.

4. Discuss phone etiquette at work. Different companies will have different procedures for answering the phones, directing phone calls, and taking messages. Review these basic procedures.
• Greet the caller and indicate the organization. "Hello. This is Krueger Automotive. How may I help you?"
• If the person the caller is asking for is available, transfer the call.
• If the person the caller is asking for is not available, ask if you can take a message. Never tell the caller why the person is not available unless they are in a meeting, with a customer, or on another line. Telling the caller that the person is in the bathroom or running errands is too personal.
• Write down all the necessary information that your boss wants you to when taking
messages.
• If the caller is a customer who wants help from you, be as helpful as possible. Direct the caller to person who can help if you can't. Always return calls as quickly as possible if you need to get the correct information and indicated that you would call back.
• Ask about the company's policy is on personal phone calls. A good rule of thumb is to only make or receive personal phone calls during breaks.
See the unit titled Family Responsibilities for additional information. Find out about the policy regarding cell phones and pagers.

5. Practice taking phone messages. The trainer can model appropriate ways to take phone messages.
It is suggested that the class decide on a company name and what information they should get for taking a message. It does not matter who the caller asks for because that person will never be in the office. The class members can critique and provide suggestions to the person answering the phone.
6. If it is feasible, it is suggested that students get an opportunity to answer phones at the program where they are receiving training. This will give them an opportunity to practice what they learned within the framework of an actual workplace's procedures.

SIGNS OF GENERALIZATION
Students use proper phone etiquette when searching or working at a job. If students can complete exercise number 3 and number 6 above, they should have the skills for future situations involving the phone and work.

http://www.workshopsinc.com/manual/Ch9L3.html

QUALITIES TO TRANSMIT BY TELEPHONE

FRIENDLINESS -
Your voice will carry your attitude over the phone.

CONFIDENCE -
Prepare yourself. This will enable you to speak with confidence. Know your property. Know how to analyze your status data quickly.

INTELLIGENCE -
Remember that you are talking with individuals from different backgrounds
and levels of education. Meet your caller on his level.

CLARITY -
It is embarrassing for the listener to ask you to repeat a statement.

CREATIVENESS -
If the opportunity avails itself, help solve problems. Use your expertise to offer alternatives he may not have thought of.

ENTHUSIASM -
Find out the positive points about your property and concentrate on them.

INTEGRITY -
Be honest, If you do not know, admit it & offer to find out. Do not mislead your prospect.

TACTFULNESS -
Be tactful in any situation. Try to convince the guest without hurting his feelings.

PRIDE -
Take pride in your company and your work. Let the pride reflect in your voice and your speech. Pride generates enthusiasm. Your pride in the hotel will instill interest & confidence in the mind of the caller.

USE OF TELEPHONE BY FRONT OFFICE STAFF

1. The telephone is to be used for reception business. If you want to make a private call, use the private call box in the lobby. If somebody telephones you personally (not on business), keep your conversation as brief as possible and offer to telephone back from the call box when you are free. Unless you do this, you may keep waiting a potential guest who wants to make a booking.

2. When the telephone rings answer it immediately. The call should be attended within three rings. If you are attending to a guest at that time, first answer the phone, excuse yourself. Do not let the telephone ring without answering it. Although it may at times be irritating the telephone should always come before any desk work, but should not take precedence over the guest at the counter with whom you were dealing before the telephone rang.

3. Do not keep the caller waiting for a long time before attending to him.
A caller on the telephone should never be left longer than 45 seconds without somebody picking up the telephone and telling him again “I am sorry to keep you waiting."

4. Answer the telephone by saying, “RECEPTION (inf. or reservation) GOOD MORNING (good afternoon or good evening), MAY I HELP YOU? Do not answer "Hello".

5. Speak clearly. Pronounce the words carefully. The caller may find it more difficult to understand you on the telephone than if you speak to him at the counter.

6. Be brief and to the point, but not abrupt. Remember that telephone time costs money and that the switchboard operator may be holding another call for you.

7. Be polite, friendly and helpful. On the telephone only your voice can indicate the welcome we want every potential guest to receive. Do not interrupt the caller while he is talking. You must never sound short, sharp, irritated and impatient.

8. Be accurate in what you say. The guest wants to have confidence in you. Do not ‘THINK’ or ‘SUPPOSE’ if you do not know the answer; find out and call back.

9. Be courteous in explaining the hotel rules. Do not use the phrase “You have to”, “I suggest” or “would you mind” is preferable. Never argue with the guest, the guest is always right. If you can not deal with a certain problem, inform the seniors in the department, so that they can deal with it.

10. Take the correct name and contact number of the caller. This information will help you if you have telephone the caller back.

11. Finally, Always remember that you represent the hotel or the organisation you are working for when you pick-up a telephone call at work. Caller does not see you or your hotel, so your voice alone has to help the caller become and remain a satisfied customer.

VISITOR’S TABULAR LEDGER.

Visitor’s tabular ledger is a ledger meant for keeping the record of registered guests in an analysed form. It serves the purpose of a day book (sales book) on one hand and registered guest’s personal account on the other. It is maintained for keeping the record of all the transactions relating to the sale of goods and services to registered guests in a systematically analysed form.
There are two types of V.T.L. 1) horizontal 2) vertical. V.T.L. is maintained in a loose leaf form. A separate ledger is maintained for each day. This ledger is maintained in the back office. It is written on the basis of vouchers or checks received by the cashier. As and when a transaction with a guest relating to sales takes place, the concerned department prepares a check and sends them to the cashier’s department. The cashier will immediately post the bill in the guest account, in the V.T.L. The guest account in the V.T.L. is closed as soon as the guest checks out. In case he continues to stay in the hotel, his account for the day is closed before the night audit (at about 12 midnight).
The balance c/f is calculated and transferred to the respective accounts in the new tabular ledger which is opened for the next day.

The completed V.T.L. gives following information:
The sale of each department and the total sale of each type meal, beverage
or other services.
The total debit balance of a departed guest transferred to the ledger
account or transferred to other guest’s account.
Cash paid by the guest during the day.
The details of individual guest’s account and the total amount the resident
guest owes at the end of the day.

Advantages of the V.T.L.:
1. All personal a/cs of registered guests are opened in V.T.L. and so the names of all the registered guests, their room nos., no. of rooms occupied, etc. can be seen at a glance.
2. All personal a/cs of guest’s are opened in V.T.L. and transactions relating to them for the day are recorded in their account. Therefore the day’s details of each personal a/c can be seen without wasting time.
3. Each guest’s personal a/c is debited directly with the help of vouchers without first entering the amount in the journal and therefore there are less chances of mistakes.
4. The posting is done directly so it takes less time.
5. By opening guest’s a/c in the V.T.L. one a/c for each guest is maintained up to the minute. So the final bill can be prepared easily at the time of guest check-out.
6. Every department sends the original copy of the check to the bill clerk for posting. So all the original bills are at the cashier’s desk, for checking and verification if required.
7. In case of controversy between the hotel and the guest, the tabular sheet can prove helpful for rechecking of all the entries.
8. The V.T.L. is prepared from the original vouchers and hence the control and checking of a/cs with the departmental sales summary sheets can be done efficiently.
9. The items of sale are in an analysed form. Income generated by each department can be seen at a glance.
10. The allowance given to the guests is also recorded in the V.T.L. so it is easy to know the total allowance given to the guests on that day.

GLOSSARY OF FRONT OFFICE TERMS

1. Accounts Receivable : A company, organization or individual, registered or not, who has an outstanding bill with the hotel.
2. Adjoining Rooms : Two rooms side by side with a common wall without a door on the common wall.
3. Advance Deposit : Payment of money by the guest on a room reservation that the hotel is holding.
4. After Departure : (AD) A late charge.
5. Allowance : A reduction to the folio, as an adjustment either for unsatisfactory service or for a posting error. Also called a “REBATE”.
6. American Hotel and Lodging Association : (AH & LA) A federation of regional and state associations composed of individual hotel and motel properties throughout the Americas.
7. American Society of Travel Agents (ASTA) : A professional association of travel agents and tour operators.
8. Average Room Rate or Average Daily Rate : Computed by dividing the rooms revenue by the number of rooms occupied.
9. Back to Bank : A sequence of consecutive group departures and arrivals usually arranged by tour operators so rooms are never vacant.
10. Bank : Coins and small bills given to a cashier for making change.
11. Bed and Breakfast : (B & B). The room tariff includes the charge for the room and a continental breakfast.
12. Bed Board : A wooden board placed under the mattress to provide a firmer sleeping surface.
13. Blanket Reservation : A block of rooms held for a particular group with individual members requesting assignments from that block.
14. Bucket : The file that holds the guest folio, often recessed in the counter top. Also known as “Cashier’s Well”
15. Cabana or Kababa : A room on the beach or near the swimming pool separated from the main building, used for changing.
16. Cancellation : A guests request to the hotel to void a reservation previously made.
17. Cathode Ray Tube (CRT) : A television screen or monitor that displays information put out by the computer.
18. Check-in : All the procedures involved in receiving the guest and completing the registration sequence.
19. Check-out : All the procedures involved in the departure of the guest and the settlement of the account.
20. City Ledger : An accounts receivable ledger of non registered guests.
21. Commercial Hotel : A transient hotel catering to a business clientele.
22. Commercial Rate : A reduced room rate given to business persons to promote occupancy.
23. Confirmed Reservation : The hotels agreement, usually in writing, to the guest’s reservation request.
24. Cut off Date : That date on which the block of unreserved rooms are released for general sale.
25. Day Rate : A reduced charge for occupancy of less than overnight; usually half the daily rate, for less than six hours arrival before check-out time, also used when the party arrives and departs the same day.
26. Did not Stay (DNS) : Means the guest left almost immediately after registering.
27. Duplex : Two rooms on two different floors with a private staircase connecting the two rooms.
28. Efficiency Room : Accommodations that include kitchen facilities.
29. Fam Trip : Familiarization trip taken by travel agents at little or no cost to acquaint themselves with properties and destinations.
30. Folio : A weekly bill of the hotel for keeping transient account receivable records. Also called “Guest Bill” or “Account Card”
31. Guest History Card : A record of the guests visits including rooms assigned, rates, special needs and credit rating.
32. Hard Copy : Computer term for material that has been printed on a paper rather than merely displayed on the monitor.
33. Hollywood Bed : Twin beds joined by a common headboard.
34. Hospitality Room : A room hired by a hotel guest on an hourly basis in order to entertain his own guests.
35. Hot List : A list of lost or stolen credit cards furnished to hotels and other retailers by credit card companies.
36. House Count : The number of registered guests in the hotel.
37. Housekeeper’s Report : A linen room summary of the status of guest rooms used by the front office to verify the accuracy of the room rack.
38. Hubbart Room Rate Formula : A basis for determining room rates.
39. Information Rack : An alphabetical listing of registered guests.
40. Junior Suite : One large room with a partition separating the living room furnishings from the bed room furnishings.
41. Lanai : A Hawaiian term for veranda: A room with a balcony usually overlooking gardens or swimming pool.
42. Late Charge : A departmental charge that arrives at the front desk for billing after the guest has checked out.
43. Late Checkout : A departing guest who remains beyond the checkout hour with permission of the front desk and thus without charge.
44. Lockout : Denying the guest access to his room, usually because of an unpaid bill.
45. Log Book : A record of activities maintained by several operating departments. Also used to record guest complaints.
46. Mail and Key Rack : A piece of front office equipment where both mail and keys are stored by room number.
47. Master Key : One key controlling several pass keys and opening all the guest rooms on one floor; also called a Floor Key.
48. Miscellaneous Charge Order (MCO) : Airline voucher authorizing the sale of services to the guest named on the form, with payment due from the airline.
49. Morning Call : A wake-up telephone call made by the telephone operator at the guest’s request.
50. Murphy Bed : A standard bed that folds or swings into a wall or cabinet in a closetlike fashion.
51. NCR 2000 : A front office posting machine manufactured by the National Cash Register Company, USA.
52. Night Audit : A daily reconciliation of accounts receivable that is completed during the night shift.
53. Off-Season Rate : A reduced room rate charged by resort hotels when demand is lowest.
54. On Change : The status of a room recently vacated but not yet cleaned for a new occupant.
55. Out-Of-Order (OOO) : The room is not available for sale because of some planned or unexpected shutdown of facilities.
56. Over and Short : A discrepancy between the cash on hand and the amount that should be on hand.
57. Overstay : A guest who wishes to extend his stay beyond the scheduled date of departure.
58. Paid In Advance (PIA) : A room charge that is collected prior to the arrival of the guest : it is the usual procedure when a guest is unknown and has scanty baggage, and wit some motels it is standard procedure for all guests.
59. Paid-Outs : Money disbursed to guests either as advances or loans or to balance the account, charged to their account like other departmental charges.
60. Parlour : A living room not used as a bedroom.
61. Pass Key : A submaster key limited to a set of rooms (12-16) and allowing access to no other rooms; usually given to chambermaids.
62. PBX : Private Branch Exchange. A telephone switchboard
63. Penthouse : A luxurious suite of rooms located at the topmost floor of the hotel, opening onto the terrace. It may have a skylight.
64. POS : Point of Sale
65. Preassign : Reservations are assigned and specific rooms blocked before the guest arrives.
66. Preregistration : A procedure in which the hotel completes the registration prior to the guest’s arrival; used with groups and tours to reduce congestion at the front desk.
67. Rack Rate : The standard rate quoted on the printed tariff card.
68. Referral : A reservation system for independently owned properties developed to counter the reservation advantages of the chains and their affiliates.
69. RNA - Registered, Not Assigned. A guest who has registered but is waiting for a specific room assignment until space becomes available.
70. Residential Hotels : A hotel catering to long term guests who have made the property their home or residence. Payment is on monthly basis.
71. Resort : A hotel that caters to vacationing guest providing recreational and entertainment facilities.
72. Rollaway Bed : A portable bed with wheels that can be put in a room as an extra bed.
73. Room Count : The number of occupied rooms in the hotel.
74. Rooming a Guest : The entire precedure by which the desk greets and assigns new arrivals and the bell staff directs them to their rooms.
75. Rooming List : The list of names furnished by a group in advance of arrival and used by the hotel to preregister and preassign the party.
76. Room Rack : A piece of front office equipment representing the guest rooms in the form of metal pockets arranged floorwise in the same sequence, with colour coding and symbols to identify the type of room and their facilities.
77. Room Service : Food and beverage service provided in the privacy of the guest room by the designated room service waiter.
78. Service Charge : A percentage (usually from 10 - 20 per cent) added to the bill for distribution to service employees in lieu of direct tipping.
79. Skipper : A guest who leaves the hotel without settling his bill.
80. Sleeper : 1. A departed guest whose room rack slip remains in the rack giving the appearance of an occupied room.
2. A person staying in the hotel room without the knowledge of the hotel.
3. A red slip put on the room rack to block a room for the arrival of a VVip.
81. Sleep out : A room that is taken, occupied and paid for but the guest does not sleep in it during the night.
82. SPATT (Special Attention) : A label assigned to important guests designated for special treatment. Also used for physically challenged visually impaired etc. guests.
83. Stayover : All registered guests who remain overnight.
84. Turn Away : To refuse walk-in business because rooms are unavailable; the guest so refused.
85. Turn-down : An evening service rendered by the house-keeping department which replaces soiled bathroom linen and prepares the bed for use.
86. Turn-in : The sum deposited with the general cashier by the departmental cashier at the close of each shift.
87. Understay : A guest who checks out before the scheduled date of departure.
88. Upgrade : To move a registered guest to a better room or class of service.
89. VIP (Very Important Person)
90. Voucher : The form used by the operating departments to notify the front desk of the charges incurred by a particular guest; A form furnished by a travel agent as a receipt for a client’s advance reservation payment.
91. Walking a Guest : To refuse accommodation to a guest with a confirmed reservation due to unavailability of rooms and who is sent to another hotel of similar standard for a day.
92. Walk-in : A guest without a reservation who requests for accommodation.
93. Credit Limit : This is the limit of amount of money up to which the guest is allowed credit facility. After the limit is reached the hotel requests the guest to clear his bill either partly or fully.
94. D.G.C.A. Director General of Civil Aviation.
95. D.O.T. Department of Tourism.
96. D.N.A. Did Not Arrive/
97. E.C.O. Express Check Out. An activity which involves compilation and early morning distribution of guest folios to all those guests who are expected to check out that morning.
98. F.E.R.A. Foreign Exchange Regulation Act.
99. F.H.R.A.I. Federation of Hotels and Restaurants Association of India.
100. F.I.T. Free Independent Traveller.
101. Franking Machine : A machine used for printing postage stamp value on the envelope.
102. G.I.T. Group Inclusive Tour.
103. G.O.I. Government of India.
104. I.A.A.I. International Airports Authority of India.
105. I.A.T.A. International Air Transport Association
106. I.C.A.O. International Civil Aviation Organisation
107. I.D.D. International Direct Dialling.
108. I.L.O. International Labour organisation
109. I.C. Integrated Circuit.
110. T.A.A.I. Travel Agents Association of India.
111. U.F.T.A.A. Universal Federation of Travel Agents Association.
112. W.T.O. World Tourism Organisation.

REPORTING AND PRESENTING STATISTICS

1. Potential room occupancy % = No. of rooms sold / No. of lettable rooms * 100

2. Actual room occupancy % = No. of rooms sold / No. of rooms available * 100

3. House count = (No. of guests) brought forward + arrivals of the day – Departure for the day

House count is the total no. of guests staying in a hotel on a particular day at a given point of time.
4. Double occupancy % is the % of rooms occupied by two persons.

Double occupancy % = house count- No. of rooms sold / No. of rooms sold* 100

5. Bed occupancy % = No. of beds occupied / Total no. of beds * 100

6. Single occupancy % = 100 – Double occupancy %

7. Local occupancy % = local in house / house count * 100

8. Foreign occupancy % = foreigners in house / house count * 100

If either local or foreign occupancy % is given the following formulae may also be used:

Foreign occupancy % = 100 – local occupancy %
Local occupancy % = 100 – foreign occupancy %

9. Ave. rate per room = Total revenue from room sales / total no. of rooms sold

10. Ave. rate per guest = Total revenue from room sales / house count

11. Percentage no- shows = No. of room no shows / No. of room reservations * 100

12. % walk ins = No. of room walk ins / total no. of room arrivals * 100
13. % overstays = No. of overstay rooms / No. of expected check outs * 100

14. % understays = No. of understay rooms / No. of expected check outs * 100

15. Occupancy % = No. of rooms occupied / No. of rooms available * 100

16. Potential ave. double rate = double room revenue at rack rate / No. of rooms sold as doubles

17. Potential ave. single rate = Single room revenue at rack rate / No. of rooms sold as singles * 100

18. Forecasted rooms revenue = rooms available * occ. % * ave. daily rate

MECHANICAL BILLING
N.C.R. (National Cash Register) Machine:
In many hotels today, the tabular ledger has been replaced by a N.C.R. machine which is capable of recording and storing all charges incurred by the guest, producing individual bills for the presentation of guest and maintain daily summary totals. The main advantage if this method of keeping guests account is that it eliminates duplication of work (in a tab sheet every transaction is recorded twice. Once in the tab sheet, second time transfer to the guest bill).
Merits:
1. It eliminates duplication of work
2. Need for a separate receipt is eliminated
3. Arithmetical accuracy is ensured
4. The bills are neat and clean
5. The charges are printed on the audit roll which helps the control department
6. The machine shows the total of every department separately
Duties and responsibilities of the cashier:
• Dispose with petty cash
• Authorize V.P.O.
• Give charges to customers
• Accept advance deposit
• Custody of safe deposit
• Authorized movement of luggage by signing the bell boys errand cards after settling the bill
• Render accounts through cash envelope at the end of the shift.
The types of machine now normally employed are equipped with analysis key. The machine has the following visible parts:
1. Amount keys
2. Room number keys
3. Control keys for printing the names of departments or heads of revenue :
a. Identification keys : Room, Bar, Restaurant, Laundry, Local, Trunk Call
b. Debit balance key
c. Credit balance key
d. Debit pick up key
e. Credit pick up key
f. Plus & minus key
g. Debit transfer key
h. Credit transfer key
i. Allowance key
j. Paid in full key
k. Paid key
l. Total key
m. Sub-to all and misc. key
n. Date change key
o. Audit roll tape
p. Left printer
q. Right printer

As the charges are posted to the guest bill, they are automatically added so that at all times the guest bill is up to date provided no charges are left to be posted. The charges are printed on the audit roll simultaneously department wise which helps the control department.

.
VISITOR TABULAR LEDGER

A hotel maintains various types of ledgers to keep the record of the debtors, creditors, purchases, sales, assets, expenses etc. Visitors Tabular Ledger is one of these ledgers. As its very name shows , it is a ledger meant for keeping the records of registered guests in an analysed form. It serves the purpose of the day book on the one hand and registered guest’s personal account on the other. It is maintained for keeping the record of all transactions relating to sales of goods and services to registered guests In a systematically analysed and chronological order. There are two types of ledgers-one, horizontal Tabular Ledger and the other, vertical Tabular Ledger. On one side of this ledger, one column is provided to each registered guest and on the other side one column is provided for each item of sale of food, beverages, services etc. As in this ledger several columns are drawn to keep the record of the guest on the one hand and the record of sales of different items to guest on the other, therefore, it is known as Visitor Tabular Ledger.
Visitor Tabular Ledger is maintained in loose-leaf form. A separate ledger is maintained for each day. The number of tabular sheets used for the day depends upon the number of columns in the sheet and the number of rooms available for guests.
The tabular sheet used in some hotels contain only the debit side. So it fails to give the data of the credit side at a glance. For credits transactions other books are to be seen and referred. But in other hotels the tabular sheet contains both debit and credit side. Such Visitors Tabular Ledger records all aspect of both debit and credit transactions either on upper and lower sections or on the left and right section. Such visitors tabular ledger does not confine itself only to sales but it also includes all transactions that concern sales. This implies that amount paid by customer against outstanding debits, allowances and transfer to other ledgers are also recorded. Thus both debit and credit transactions relating to customers are recorded in the their respective columns. In such tabular Ledger if one column is provided for cash sales, it can give the picture of the total sales of the hotel(both cash and credit) of the day.
Tabular Ledger is maintained in the bill office. It is written up on the basis of voucher or checks received by them. As and when the transaction with the guest relating to sale or receipt or allowance or transfer etc. takes place the concern department prepares a check and sends the original copy of the check to the bill department. The bill department immediately posts the check in the customer account in the visitors tabular ledger and in his individual bill. Thus the sales record and the customers account are always complete to the minute.
The customer account, in day’s Tabular Ledger, is closed as soon as as he checks out either after making the bill payment or with the permission of the management even without settling the bill. In case of customers, who continue their stay, their accounts for the day are closed at 12 midnight by the bill clerk on the night duty . the balance carried forward is calculated and transferred to the respective accounts in the new Tabular Ledger which is opened for the coming day.
The completed Visitors Tabular Ledger gives the following formation
(a) The sales of each department and total sale of the hotel of a particular day. Not only this, the sale of each type of meal, beverages and services
(b) The total debit balance of a departed guest transferred to ledger account or transferred to other guest accounts.
(c) Cash paid by guest during the day and allowances given to them.
(d) The details of individual customer account and the total owing by resident guest at the close of the day.

Advantages of visitor tabular ledger
The advantages of visitors Tabular Ledger can be summed up as under-
(1) All personal accounts of the registered guests are opened in daily visitors tabular ledger(sheets) so the names of all the registered customers and the number of rooms and room number occupied can be seen at one glance
(2) On personal accounts of registered guest are opened in daily visitors tabular ledger and transactions relating to them for the day are recorded in their accounts in the tabular sheet, therefore, the days detail of each personal account can be seen without wasting time it save the necessity of opening personal accounts of registered guest in the debtors ledger.
(3) Each customer’s personal account is debited directly with the help of vouchers known as “checks” without first entering the amount into the journal or book of prime entry, so they are less chances of mistakes
(4) The posting is done directly so it takes less time
(5) By opening customer’s account in the visitors tabular ledger the account of each guest is always complete up to the minute. Therefore the bill can be prepared easily at the time of the checking out of the guest
(6) Every department sends the original copy of check to the bill clerk for posting, so the original copy of check are available with the bill clerk. In case of need they can be seen and verified.
(7) In case of controversy, between the hotel guests and bill clerk/cashier, over certain payments, the tabular sheet can prove helpful to the solution of such problem because it indicates the receipt side also
(8) The tabular sheet is prepared with original copy of the check and each department prepares a statement or summary of its day’s sales or services with the help of duplicate copy so the control and checking of the account can be done efficiently.
(9) In tabular ledger the items of sales are recorded in an analysed form. It shows at a glace how much income has been derived from different departments such as restaurant, bar, telephone, tobacco, laundry, etc.
(10) If one column of chance (cash) sale is added then the management can the total business of the hotel for the day and the credit position.
(11) It provides the control a ready guide to check the term and condition settled with each and every resident guest, the room rates agreed upon and whether the rates inclusive of or without board.
(12) It serves as a guide for the minute wise accumulation of debit item under each personal account. Any personal account showing abnormally high debit balance can be referred to the credit department which looks after the interest of the establishment in order to ensure safeguard of the credit facilities.
(13) Allowances given to the customers are recorded in Visitors Tabular Ledger; so it is easy to know the total allowance given to customers and whether It was approved and recorded in correct accounts.
(14) Visitors Tabular Ledger is kept in loosed-leaf form using the required number of sheets for each day and carrying forward all the totals from page to page to the final total for the day. Thus the grand totals can be found in the last sheet with the loose leaf method. The entire Visitors Tabular Ledger for one day can be sent to the control department without disturbing the next day’s work.
Disadvantages
The main disadvantages of visitors tabular ledger can be mentioned as under
(1) the tabular sheets which are used for guests accounts are unwieldy in dimension.
(2) The columns are too many in the tabular sheet and they are close to each other.there is every lity of wrong posting.
(3) If any mistake is commited, then it is difficult to locate it till the customer points it out. Such errors, lead to wrong summary and wrong postings in other ledgers.
(4) In the V.T.L. there is no provision for narration like journal, so it is difficult to know why the customer’s account has been debited. So is the case with V.P.O. column. As no explanation is given so it is not known on account of which the money has been paid by the front office to an outsider on behalf of the customer.

Hints for writing up the daily Visitors Tabular Ledger

The following points may be useful for a person writing Visitors Tabular Ledger (VTL):-
1. Use ink ¬ pencil.
2. Use capital letters for writing the names of the guest.
3. The information regarding the room nos., no. of guest, plan, rate, etc. should be written as soon as the account is opened.
4. The writing should be clear & legible.
5. Make small but clear figures, especially several items are to be charged to the same room number on the same day. Use the top position of the line for the first item and leave space for subsequent items.
6. Don not use noughts in case there is no figure of rupee paisa because it may give scope for manipulating accounts. Put dashes (-) instead of noughts.
7. A complete VTL has two sides – one debit and the other Credit. Enter the amount in guests account as per rules given below-

(a) Service write the amount on the debit side in the guests account in the laundry column.
(b) If the guest makes the payment, write it in the guests account on the credit side in cash/deposit column
(c) If the guest checks out without settling the bill and the amount is to be collected either from his office or from travel agency etc., write the amount on the credit side in the ledger column.
(d) If the guest checks out without settling the bill and other guest is willing to pay the bill, write the amount on the credit side in transfer column in outgoing guest’s account. Write it on the debit side in transfer column of the guest who Is willing to pay the bill.

8. either when the guest checks out or at the end of the day charge sales tax,service charge, surcharge etc. and apartment if it has not been charged so far.

9. after debiting the guest account for all the charges, calculate Daily Total.

10. add balance b/f in the daily total and find out grand total.

11. find the total of the credit side. It should tally with the grand total.

12. calculate the total of each item of sale and credits on the opposite side. Totals of the vertical columns must reconcile with the totals of horizontal columns. This is to check the arithmetical accuracy.

13. daily visitors tabular ledger is the basic record so it should be neat, clean and free from cuttings, erasures and over writings.

hk - supervisory posts and inspection of vip rooms

2010-03-30T11:05:00.000-07:00

SUPERVISORY POSTS
The housekeeping department usually has the following supervisory positions:
• Floor supervisor
• Linen room supervisor
• Public area supervisor
• Uniform room supervisor
• Night supervisor
• Laundry supervisor
• Control desk supervisor
Each supervisor is responsible for certain functions and leads a team of attendant to accomplish them. The assistant housekeeper, though, is not strictly a supervisor as per the designation, but many of the duties for this position are supervisory.
General Duties of a Supervisor:
The general duties and responsibilities of supervisors are as follows-
• To ensure that the staff are aware of their hours of work and that they adhere to the planned duty roster.
• To make any adjustments necessary in their off-days in consultation with the concerned employees.
• To instruct the staff in cleaning routines and schedules.
• To regularly fill up the cleaning and maintenance checklists and inventories after a complete physical check.
• To liaise with the maintenance department for any maintenance work required in guestrooms or public areas and to initiate work-order forms.
• To inspect and record room status regularly and liaise with the reception desk.
• To issue the relevant keys, keep track of them, and get them safely back.
• To be responsible for following the correct procedures in dealing with lost and found articles when employees hand these in.
• To check the stocks regularly, take delivery of stocks, and issue supplies to attendants.
• To supervise the staff involved in the cleaning and setting up of banquet halls, meeting rooms, and other event venues.
• To check and record the amount and condition of the house linen during collection, dispatch, storage, repair, and use.
• To arrange for the induction and training of staff.
• To regularly appraise managers of individual staff performance.
• To inform the employees of staff welfare schemes and other facilities.
• To liaise with staff from other departments in a way that shows respect for their skills and abilities.
INSPECTION MODULES FOR COMMONLY NEGLECTED AREAS (DIRTY DOZENS)
Various inspection modules are used for the thorough inspection of guestrooms, so that certain areas and aspects that tend to be neglected while cleaning and inspection are particularly checked by supervisors. Some hotels develop these as separate lists and some incorporate these neglected areas in their routine inspection checklists. These modules have easy-to-remember names such as the Quick Six Inspection or the Dirty Dozens.
In general, the most commonly neglected areas in guestrooms include:
• The area between the bed and the nightstand, where food particles, dirt and debris may accumulate since this area is usually hidden by the bedspread.
• The interiors of drawers and wardrobes, where dust may accumulate in the crevices.
• Surface below the lamps and other accessories kept on table, where dust accumulates because they tend to be overlooked.
• The tops of picture frames hung on walls, which tend to gather dust as they are not easily visible to the eye.
• The top edges and backs of doors, which if not cleaned on a regular basis may collect lot of dust.
• The diffuser grilles of radiators or air-conditioners which can collect stubborn dirt.
• Ceilings, which may show cobwebs if not attended to daily.
• The carpet area behind free-standing furniture that is near but not against the wall, such as a credenza standing to one side.
• Pillows and pillowcases, which should be free of wrinkles or stray hairs and which should have a fresh smell.
• The general odour of the room, which is often overlooked. The room should have a fresh smell.
• The tiled area next to the shower, which collects grime and shows water marks if not attended to daily.
• The area behind the toilet bowl, including pipes, cisterns and the toilet-rolls receptacles, which all provide surfaces and nooks where dirt settles.
• The area under the vanity unit and towel racks, which are hard to reach and may accumulate a lot of dust and debris. The tiles behind the vanitory unit also gets water marks and soap marks easily.
• The faucet filters, which maybe stained brown due to dirt collecting in them.
• The air vents in the toilet, which are hard to reach and which if neglected during routine cleaning, may collect stubborn grime and dust.
• The baseboards in the guest bedroom as well as the bathroom, which too accumulate dust.

Inspection of VIP rooms

supervisor, but also by the senior authority like asst housekeeper floors, desk house keeper, even sometimes by executive house keeper
This is in fact not a typical supervisor’s responsibility, though a supervisors task.VIP rooms are checked personally by the assistant housekeeper or the executive house keeper. The guest room is opened and looked over to gauge how it will be seen by the VIP guest when he /she enters the room . then a more through checking is done. Along with the items and surfaces mentioned in the checklist, bed spread, lamp shade and pictures on the wall are checked for through cleanliness. The room should smell fresh, with no bad odours or dampness. White-ragging is carried out on random surfaces-this means checking the cleanliness of an area by wiping a white rag across it to see the degree of soiling .all the neglected areas should also be checked. The toilet bowls should also be checked by running a damp cotton swab under the rim. Finally, the house keeper must check that all VIP amenities are in place.

CREAM

2010-03-28T04:09:00.001-07:00

CREAM

Cream is the fat separated from milk. It is the lighter portion of milk containing all the main constituents of milk, but in which fat content is high and the solid (non fat) content is lower.

Cream is commercially separated from milk in a creamery, by means of a mechanical separator. The milk is first heated to between 32-49°C (90-120°F) before being run into the separator which operates like centrifugal machine, rotating at very high speed and forcing the milk, which is heavier, to the outside; while the cream, which is lighter, remains at the centre. The cream and the skimmed milk are drained out through separate outlets and by means of a control valve, the fat content is adjusted. The skimmed milk is then heated to 79.5°C (175°F) to kill off any harmful bacteria before being further processed into dried milk etc.

Types of Cream
There are a variety of creams available in the market, each having a different fat content:
Type of Cream Fat Content
Single Cream 18%
Whipping Cream 35%
Double Cream 48%
Double Thick Cream 50%
Sterilized Half Cream 12%
Sterilized Cream 23%
Clotted Cream 55%

For general purposes, cream may be classified into:
1. Whipping Cream (>30% fat).
2. Light or Coffee Cream (18% fat).
3. Half-and-half (10.5% fat).
4. Non-dairy or Manufactured Cream.

Half-and-half is a mixture of milk and light cream and it may be used in place of coffee cream. Cream containing sugar, stabilizers and flavouring is sold in pressurized containers. Non-dairy products containing water, vegetable fat, sugar, sodium caseinate, emulsifiers and vegetable gums are also available in pressurized cans. Nondairy products for whipped toppings, coffee, whiteners and snack dip bases are also available in the market.

Manufactured Cream
1. Reconstituted Cream
It is made by emulsifying butter with skimmed milk or skimmed milk powder. This is not true cream, but a substance which resembles it in appearance.
2. Imitation or Synthetic Cream
It is made by the emulsification of vegetable fats with dried egg and gelatin, and then sugar and flavourings are added. It is a product which is frequently used in catering and baking trade, but which is very easily contaminated and liable to cause food-poisoning.

Uses of Cream
1. To serve with hot or cold coffee and chocolate.
2. To serve as an accompaniment (fruit based salad).
3. To be used fro decorative purposes in cakes and gateaux and for garnishes in soups and desserts.
4. As a main ingredient in certain desserts such as ice-cream and custards.

Storage of Cream
Fresh cream must be treated in the same way as fresh milk, as far as storage is concerned. Whipped cream must be covered and stored in sterilized containers in the refrigerator and used in the same day. Reconstituted and intimation cream must be refrigerated and only small quantities be whipped, when required for immediate use.

The whipping of Cream
Whipping cream is a product that results from the agitation of cream. During whipping, air is incorporated, thus forming foam, and fat particles are clumped together, producing the characteristic stiffness or rigidity of whipped cream. If whipping is continued too long, the emulsion breaks and butter gets separated. The air bubbles formed in whipped cream are surrounded by protein films in which clumps of fat globules offer structural support, which increases the rigidity of the foam and permits the formation of more air bubbles and the extension of the protein film to surround them. Homogenized cream is not suitable for whipping.

Points to be considered while whipping Cream
1. Use cream with minimum 30% fat for ease in whipping and for a stiff product. Increased fat upto 38% improves the whipping quality of cream.
2. Hold cream at low temperature (7°C) whips well. Lower temperature increases viscosity, which increases the whipping property. The beater and the bowl used should be cold.
3. Whipping property improves with the aging of cream, as viscosity increases.
4. Homogenized cream will not whip satisfactorily. When whipping cream, tiny air bubbles are trapped and surrounded by the fat globules in the cream. Homogenized cream will have had the majority of the fat globules broken down and they will not be sufficient and strong enough to trap and hold the air cells.
5. The utensils must be sterilized. Glass or stainless steel containers are ideal for whipping cream. Avoid using aluminum as it tends to discolour the cream, turning it a dull grey.
6. Increased acidity upto the concentration required to give a sour taste (0.3%) has no effect on whipping quality.
7. Addition of sugar decreases both volume and stiffness and increases time required to whip cream if it is added before whipping. If sugar is to be added, it is best added after the cream is stiff or just before service.

CHEF VERNON COELHO.
HEAD OF DEPARTMENT FOOD PRODUCTION
2009-2010

BUTTER

2010-03-28T04:08:00.001-07:00

BUTTER

Butter is the fat of cream that is separated – more or less – completely from the other milk constituents by agitation or churning. The mechanical rupture of the protein film around the fat globules allows the fat globules to clump together. Butter formation is an example of breaking of an oil-in-water emulsion by agitation. The resulting emulsion that forms in butter itself is a water-in-oil emulsion, with about 18% water being dispersed in 80% fat and a small amount of protein acting as an emulsifier.
Butter is made from either sweet or sour cream. Butter from sour cream has a more pronounced flavour. The cream may be allowed to sour naturally or may be acidified by the addition of pure culture of lactic acid bacteria to sweet cream, which produces a butter of better flavour and keeping quality.
It consists of more than 80% butterfat and small amounts of protein, vitamin A and D, minerals, lactose and water. Butter must have a minimum of 80% fat content, a non-fat solid content of 2% and a maximum of 16% moisture (water).

Composition
Average composition of Butter
Fat 82.5%
Protein (Casein) 1.5%
Lactose 2%
Salt 2%
Water 12%

Factors that affect quality of Butter
The breed of animal (cow or buffalo) from which the milk was obtained.
The type of feed that was available for the animal.
The method of manufacture (fresh or ripened cream).
The efficiency of manufacture (wrong temperature may affect the colour and flavour of butter).
Whether or not the butter was blended.
The addition of salt and colour.
The method of packing and storing.

Classification of Butter
There are four main types of butter:
Fresh or Sweet cream Butter,
Ripened cream or Lactic Butter,
Blended or Milled Butter and
Special Butter
(Fresh and ripened cream Butters are known as “Creamery Butters”).

Manufacture of Creamery Butter
The manufacture of creamery butter takes place in four main stages, as mentioned:
Holding
The cream (35%) is pasteurized at 95°C (203°F) and held for 2 to 4 seconds. It is then cooled to 4.5°C (40°F) and held there for several hours to ensure the uniform hardening of the fat globules.
Ripening
When the end product is going to be a ripened butter or lactic butter, a “starter” (which is a laboratory culture of acid-producing bacteria) will be added during the Holding stage, in which the holding temperature will be 15.5-18.5°C (60-65°F) for 3 to 4 hours before being cooled to 4.5°C (40°F). This gives the butter a much fuller flavour. However, the flavour tends to fade and therefore the ripened cream butter has a shorter life than the sweet cream butters. This stage will be omitted when making the sweet cream butter.
Churning
The churning of cream is done in large stainless steel churns that hold about 1000 gallons of cream. The temperature must not exceed more than 4°C. The churns are rotated while internal rollers pass through the cream. This breaks the envelope of non-fat particles/solids that surround the small fat globules and coalesce to form larger groups of butter fat. The envelope is dispersed in the thin liquid part of the cream to form buttermilk. After about 30 minutes of churning, the butter separates out in the form of grains and floats in the buttermilk. The buttermilk is carefully drained away and used for other purposes.
Washing and Salting
The butter grains are now washed with ice water to remove any traces of buttermilk left on the surface of each grain, in order to maximize the keeping quality. Ice water also helps to harden butter grains. Salting can be done in two ways:
By adding fine grains of dairy salt, and
By soaking in a brine solution for 10-15 minutes and allowing the butter to absorb it.
The quantity of salt added usually average 1% for ripened cream butter and 1.5% for fresh cream butter. Salt contributes to flavour and improves the keeping quality.
The butter grains are then worked into a smooth solid mass by rotating the churns slowly for 10-15 minutes, then weighed and packed. Colouring (annatto) may also be added at this stage. If unsalted butter is required, the salting stage is omitted.

Blended Butter
Blended butter is a blend of butters from different regions or countries. These are mixed together to produce a product of standard quality at a competitive price, under a brand name.

Special Butters
This group includes some butter that are not commonly available and those which are not true butters. These include:
Whey Butter
Whey is the liquid which separates from the curd while making cheese. The butterfat obtained from the whey may be used to produce butter, or it may be added to fresh cream/milk prior to it being processed into butter. Due to its origin, this butter has a faint cheesy flavour.
Milk blended Butter
Quantities of milk are blended into butter, thereby increasing the moisture content to 24% (max.).
Powdered Butter
This is spray-dried butter containing 80% milk fat and non-fatty solids. It is produced on a large scale in Australia and is used mainly in the Bakery trade.
Compound Butters
These are made by adding a particular natural flavour or colour to butter, depending on the type of food with which it is served. It is generally used as an accompaniment e.g. Lobster Butter, Parsley Butter etc.
Cocoa Butter
This is not a true butter, rather obtained by crushing the cocoa beans. It is the most expensive ingredient used in chocolate making. Cocoa butter substitutes, using palm oil, are also available.
Peanut Butter
It is a paste-like substance obtained by grinding roasted peanuts that may be further emulsified and flavoured.

Uses of Butter
As a spread for bread, toast and scones.
As a basic ingredient in pastry-making and cake-making.
Used as an accompaniment (compound butter).
To enhance the taste and flavour of soups and sauces.
As a cooking medium (The smoke point of butter fat is only 127-130°C; so a vegetable oil should be used when high cooking temperatures are required).
For butter sculptures.
Butter is available in 10 Gms, 100 Gms and 500 Gms packs in the market.

Storage
Butter is a perishable product and tends to loose flavour and go rancid on prolonged storage. Exposure to sunlight can make it go rancid faster.
It must be stored at refrigerated temperatures (2°C), well wrapped and away from strong flavoured foods, for it absorbs odours and flavours easily. If purchased in bulk, it can be frozen at -25 to -35°C.

A good quality butter should have a clean flavour and aroma characteristic of the type of butter, have a close body, a waxy texture, be of uniform colour, have a uniform distribution of salt (if added), be clean in appearance and have an absence of any free moisture.
¬¬¬¬¬
Ghee is obtained by clarifying butter. Butter is heated to evaporate water. Pure ghee has a higher keeping quality and is a good cooking medium and a shortening agent used in Indian Cuisine.

CHEF VERNON COELHO.
HEAD OF DEPARTMENT FOOD PRODUCTION
2009-2010

role of each ingredient in bread making

2010-03-28T04:00:00.001-07:00

ROLE OF EACH INGREDIENT IN BREAD MAKING
Flour
The flour used for bread making should have a creamy white colour; it should feel slightly coarse when rubbed between the fingers. If squeezed into a lump in the hand, it should fall apart as soon as the hand is opened. The protein content s\of the flour should be high.
Yeast
After flour, yeast is the next important ingredient for bread making.
Yeast is a unicellular microscopic plant. It consists of a cell wall, protoplasm and vacuole. It requires food, moisture and right temperature for its growth and reproduction. They reproduce by budding.
There is no organism known other than yeast which contains the same combination of enzymes in the same proportion. That is why there is no substitute for yeast as a fermenting enzyme.
(Enzymes are minute substances produced by living organisms which by its mere presence are capable of bringing bout or speeding up certain changes. The enzyme itself is neither destroyed nor changed.)
The most important enzymes which take part in the fermentation process are invertase, maltase, zymase and protease. (Fermentation is the process by which yeast acts on sugar and changes then into carbon dioxide gas and alcohol. The release of gas produces the leavening action. The alcohol evaporates completely during and immediately after baking.
The sugar in bread dough comes from two sources-
a. It is added to the dough by the baker.
b. It is produced from flour by the breakdown of starch into sugar by enzymes present in the flour. α and β amylase.
Invertase – Converts sucrose or cane sugar into simple sugar known as invert sugar which is a combination of dextrose (glucose) and fructose.
Maltase – It converts maltose sugar into dextrose (glucose) which is directly fermentable by yeast.
Zymase – It is actually the specific fermenting enzyme in yeast. Zymase attacks dextrose and is converted into carbon dioxide, alcohol and very small amounts of glycerin, lactic acid, and acetic acid. All these impart the particular flavor to bread.
Protease – this enzyme has a mellowing action on flour proteins, thus making he gluten strands more stretchable for bread to acquire volume and form structure.
As yeast is a living organism and is sensitive to temperatures.
Storage temperature - 1°C - 4°C Inactive
15°C - 20°C Slow action
20°C - 32°C Best growth
32°C Reaction slows down
60°C Yeast is killed

Sucrose Invertase Dextrose + Fructose
Maltose Maltase Dextrose + Dextrose
Dextrose Zymase Carbon dioxide + alcohol
(Glucose) Succinic + lactic + acetic acid + glycerin

Yeast is available in 3 forms:
1. Fresh yeast / Compressed / wet yeast is moist and perishable.
2. Active dry yeast is a dry granular form of yeast. It has to be activated before use, i.e. it has to be rehydrated in 4 times water its weight of warm water before use.
3. Instant dry yeast is also a dry granular form of yeast, but it does not have to be dissolved in water before use. It can be added in its dry form because it absorbs water much more quickly than regular dry yeast.
Compressed yeast should be used 2-2.5 times more as compared to dry yeast.

Sugar:-
The main function of sugar in bread making is to provide for yeast which in turn produces carbon dioxide. It helps in enhancing the flavor of bread. Being hygroscopic, sugar helps to retain moisture in bread.
It contributes to the golden brown outer crust colour of bread.
Apart from the sugar added in the formula, sugar is present in the fermenting dough as a result of the diastase activity. This sugar provides food for yeast at a certain time at the final stage of fermentation. It also imparts bloom to the bread.

Fat:-
Fat is used in bread making at the rate of 1-2%. Fat adds nutritive value to the bread. It acts as a lubricant on the gluten strands, thus improves the extensibility which enables the bread to acquire good volume. Fat also helps to retain moisture in the bread and thus its sliceability. Fat should be added during the last stages of mixing. If it is added in the beginning, it will have an adverse effect on water absorption power of the flour.

Salt:-
Sat imparts taste to the bread. It also helps in bringing out the flavour in bread. Is has a controlling effect on the yeast activity and thus keeps the speed of fermentation under check. Salt has a tightening action on flour proteins thus improving the gas retention power in the dough. Salt being hygroscopic, it helps to keep bread fresh and moist for a longer period of time. The colour of the crust is largely dependant on the amount of salt added while making the dough. That means if there is less salt in the dough, yeast action will be more than normal and there will be less sugar for caramelisation resulting in poor crust colour. On the other hand if more salt is present, there will be more sugar left at the time of baking due to the controlling effect of salt on yeast and the crust colour will be dark.
The amount of sugar in a bread recipe varies between 1.25% - 2.5% depending on the strength of the flour, length of fermentation time, etc.
Water:-
Any water which is fit to drink can be used for bread making. Water binds together the insoluble proteins of flour to form gluten.

STEPS IN BREAD MAKING

All yeast products can be categorized into – lean dough products, rich dough products and rolled-in yeast dough products.
Lean Dough products are low in fat and sugar. E.g. bread rolls, French bread, brown bread, pizza, etc.
Rich Dough products are those that contain higher proportions of fat, sugar, eggs, etc. E.g. Brioche, sweet buns, etc.
Rolled-in dough products are those in which fat is incorporated into the dough in many layers by using a rolling and folding procedure. E.g. Crossaints, Danish pastry, etc.
There are 12 basic steps in the production of yeast breads. They are:-

1. Scaling ingredients
2. Mixing
3. Fermentation
4. Knockback
5. Scaling
6. Rounding
7. Intermediate proving
8. Panning / make – up
9. Proofing
10. Baking
11. Cooling
12. Storing
1. Scaling:-
All ingredients must be accurately weighed. Water, milk and eggs must be measured by volume. Special care must be taken while measuring spices, salt, etc.

2. Mixing:-
Mixing the dough has three main purposes-
1. To combine all ingredients into a uniform smooth dough.
2. To distribute the yeast evenly throughout the dough
3. To develop gluten.
The dough could be made by hand or machine. When water is added while making the dough, gluten and gliadin join together to form gluten. Initially this gluten does not have much elasticity as it absorbs more water, along with proper kneading, the texture improves, the surface of the dough becomes smooth, the surface may show some round coin shaped gas bubbles trapped under a thin film of dough. A small piece of correctly mixed dough can be stretched between fingers into a thin translucent film.

3. Fermentation:-
Fermentation is a process by which yeast acts on the sugars and starches in the dough to produce carbon dioxide and alcohol.
Gluten becomes smoother and more elastic during fermentation.
The temperature should be between 28°C - 30°C and the relative humidity at 70% to 75% and time for fermentation is decided according to the strength of the flour and the recipe.
If the dough is allowed to over ferment (old dough), the dough becomes soft and sticky and the gluten strands will weaken.
An underfermented dough (green dough) will produce a bread with less volume and texture will be close and compact. The bread will dry out soon and will be crumbly due to insufficient conditioning of gluten.

4. Knock-back (Punching):-
After the dough is fermented for 2/3rd of its estimated time, it is knocked back.
Knock back helps to expel carbon dioxide, relaxes the gluten, redistributes the yeast for further growth and equalizes the temperature throughout the dough. It also exposes the yeast cells to fresh oxygen.
Punching is not hitting the dough with your fist, but deflating the dough.

5. Scaling / Dividing:-
Using a baker’s scale, divide the dough into pieces of the same weight according to the product being made.
During scaling allowance is made for weight loss due to evaporation of moisture in the oven. The weight loss is approximately 10% - 13% of the weight of the dough. Allow 50g – 65g per 500g.
Scaling should be done rapidly and efficiently to avoid overfermentation.

6. Rounding:-
After scaling, the pieces of dough are shaped into smooth round balls. Rounding simplifies the later shaping of the dough and also helps to retain gases produced by the yeast (pulling and breaking of the dough should be avoided as it disturbs the trend of gluten strands thereby affecting the final texture of the product. It is desirable to cut the dough with a regular dough cutter).

7. Intermediate proving / Benching:-
Rounded portions of the dough are allowed to rest for 20-30 minutes. This relaxes the dough to make shaping of the dough easier. Fermentation continues during this period.

8. Moulding / Panning / Make-up:-
The dough, soft and pliable after the intermediate proving is moulded as per the desired shape.
Proper make up is of critical importance. All gas bubbles should be expelled during moulding. Bubbles left in the dough will result in large holes in the product. The dough should not be moulded too tight or too loose. Too tight moulding may tear off the surface and too loose moulding will open up the texture to an undesirable extent.

9. Proofing:-
Proofing is a continuation of the process of yeast fermentation that increases the volume of the shaped dough. The temperature (27°C - 30°C) and 70% - 80% humidity of the proofing cabinet will help the dough to double in size without the formation of a crust.

10. Baking:-
After the bread has acquired full volume, it is baked. The temperature and humidity of the oven should be well maintained.
When bread is kept in the oven, is acquires heat gradually. Due to the increase in temperature, the yeast starts functioning vigorously producing gas which raises the volume of the product. The difference in the size of the product from the time it was kept in the oven to the time it is properly baked is known as oven-spring.
As baking proceeds, proteins coagulate and starch gets gelatinized. The product becomes firm and holds shape.
Finally, the product acquires crust colour.

11. Cooling:-
After baking, bread must be removed from the moulds immediately and cooled on racks to allow the escape of excess moisture and alcohol.
Sweating takes place when moisture gets trapped between the bread and the surface of the mould which makes the bread soggy, technically known as sweating.
When the bread is hot, starch granules are in a swollen state and unstably held by the gluten network. If bread is sliced in this state, the starch granules will lump together giving a very poor appearance to the slice. As the bread cools down, the starch granules will shrink and stabilize in the gluten framework thus making it easy to slice the loaf.

12. Storing:-
Breads to be served within 8 hours may be left on the rack. For longer storage, breads are to be wrapped in moisture proof bags to retard staling. Breads must be thoroughly cooled before wrapping.

milk

2010-03-28T03:55:00.001-07:00

CHAPTER 20 : MILK

Milk is the most nutritive, naturally occurring, beverage in the world. Also, it is a great raw material or starting ingredient for a world of culinary delights. Especially in India it has a terrific and tremendous cultural, social and economic significance.

Milk comes from a variety of sources and across the world a lot of products which are non-dairy in nature are often referred to as milk. The objective of this enquiry is to view this as hospitality and food professionals; and get, the various details otherwise unknown to those who do not attend catering college.

Nutritional value
Milk is home to 9 major nutrients, viz;
• Fat 2%
• Protein 8 grams
• Calcium 285 mg, which is 22% to 29%, the daily intake recommended of calcium for an adult
• Carbohydrates
• Sugars (lactose)
• Cholesterol
• Saturated fatty acids
• Mono-unsaturated fatty acids
• Poly-unsaturated fatty acids

1. PURIFICATION
Pasteurization
Pasteurization is typically associated with milk. Pasteurization typically uses temperatures below boiling since at very high temperatures milk, casein micelles will irreversibly aggregate (or "curdle").
There are three main types of pasteurization used today:
1. High Temperature/Short Time (HTST) and
2. Extended Shelf Life (ESL) treatment.
3. Ultra-high temperature (UHT or ultra-heat treated) is also used for milk treatment.
4.
HTST:
First suggested by Franz von Soxhlet in 1886, HTST pasteurised milk typically has a refrigerated shelf life of two to three weeks. In the HTST process, milk is forced between metal plates or through pipes heated on the outside by hot water, and is heated to 71.7 °C (161 °F) for 15–20 seconds. HTST pasteurization processes must be designed so that the milk is heated evenly, and no part of the milk is subject to a shorter time or a lower temperature.

ESL:
In the ESL direct heating plant, the product is first regeneratively preheated to 70 °C – 85 °C and then heated to maximum 127 °C by direct steam injection. The milk is held at this temperature for approx. 3 seconds and is then cooled down to 70 °C - 85 °C in a flash cooler. To ensure the product is well stabilized, aseptic homogenization is carried out at a temperature of approx. 70 °C.As a result of these extremely short heating and cooling times at a high heating temperature, the direct process offers the advantage of top product quality.

UHT:
UHT processing holds the milk at a temperature of 135 °C (275 °F) for a fraction of a second. When UHT treatment is combined with sterile handling and container technology; (such as aseptic packaging), it can even be stored unrefrigerated for 3–4 months.

Milk simply labelled "pasteurised" is usually treated with the HTST method, whereas milk labelled "ultra-pasteurised" or simply "UHT" has been treated with the UHT method.

Pasteurization may have been a response to the hazards and contamination issues that resulted from the newly emerging "industrialised" dairy industry. It's likely that, with the burgeoning growth of large-scale, longer-distance distribution networks, the rise of chain-store supermarkets, and the resulting impetus for larger-herd dairy operations and mechanised milking, there came a corresponding inability to preserve the quality and inherent bacterial-resistance qualities of fresh milk being marketed in a localised area.

Effectiveness of Pasteurization
Milk pasteurization has been subject to increasing scrutiny in recent years, due to the discovery of pathogens that are both widespread and heat resistant (able to survive pasteurization in significant numbers). Researchers have developed more sensitive diagnostics, such as real-time PCR and improved culture methods that have enabled them to identify pathogens in pasteurised milk. The HTST pasteurization standard was designed to kill 99.999% of the number of viable micro-organisms in milk. This is considered adequate for destroying almost all yeasts, mould, and common spoilage bacteria and also to ensure adequate destruction of common pathogenic heat-resistant organisms (including Mycobacterium tuberculosis, which causes tuberculosis and Coxiella burnetii, which causes fever).

Microfiltration
Microfiltration is a process that partially replaces pasteurization and produces milk with fewer microorganisms and longer shelf life without a change in the taste of the milk. In this process, cream is separated from the whey and is pasteurized in the usual way, but the whey is forced through ceramic micro filters that trap 99.9% of microorganisms in the milk (as compared to 95% killing of microorganisms in conventional pasteurization). The whey is then recombined with the pasteurized cream to reconstitute the original milk composition.

2. PROCESSING

Creaming:

Upon standing for 12 to 24 hours, fresh milk has a tendency to separate into a high-fat cream layer on top of a larger, low-fat milk layer. The cream is often sold as a separate product with its own uses; today the separation of the cream from the milk is usually accomplished rapidly in centrifugal cream separators. The fat globules rise to the top of a container of milk because fat is less dense than water. The smaller the globules, the more other molecular-level forces prevent this from happening.

The cream rises in cow's milk much more quickly than a simple model would predict: rather than isolated globules, the fat in the milk tends to form into clusters containing about a million globules, held together by a number of minor whey proteins. These clusters rise faster than individual globules can. The fat globules in milk from goats, sheep, and water buffalo do not form clusters so readily and are smaller to begin with; cream is very slow to separate from these milks.

In order to understand how centrifugal separation works, we shall follow the course of milk through a separator bowl. As milk flows into a rapidly revolving bowl it is acted upon by both gravity and the centrifugal force generated by rotation. The centrifugal force is 5000 to 10 000 times that of gravity, and the effect of gravity thus becomes negligible. Therefore, milk entering the bowl is thrown to the outer wall of the bowl rather than falling to the bottom. Milk serum has a higher specific gravity than fat and is thrown to the outer part of the bowl while the cream is forced towards the centre
of the bowl.

Homogenization:

Milk is often homogenized, a treatment which prevents a cream layer from separating out of the milk. The milk is pumped at high pressures through very narrow tubes, breaking up the fat globules through turbulence and cavitations. A greater number of smaller particles possess more total surface area than a smaller number of larger ones, and the original fat globule membranes cannot completely cover them.

The exposed fat globules are briefly vulnerable to certain enzymes present in milk, which could break down the fats and produce rancid flavours. To prevent this, the enzymes are inactivated by pasteurizing the milk immediately before or during homogenization.

Homogenized milk tastes blander but feels creamier in the mouth than unhomogenized; it is whiter and more resistant to developing off flavours.

Creamline, or cream-top, milk is unhomogenized; it may or may not have been pasteurized. Milk which has undergone high-pressure homogenization, sometimes labelled as "ultra-homogenized," has a longer shelf life than milk which has undergone ordinary homogenization at lower pressures. Homogenized milk may be more digestible than unhomogenized milk.

Classification of milk

I. Based on fat content
• Whole milk
• Reduced-fat milk (2%)
• Low-fat milk (1%)
• Skimmed milk/non-fat milk
• Half & half

"Whole" milk refers to Creamline (unhomogenized) milk.
"Homogenized" milk refers to milk which is 3.25% butterfat (or milk fat).
There are also skim, 1%, and 2% milk fat milks.
A blended mixture of half cream and half milk is often sold in small quantities and is called half-and-half. Half-and-half is used for creaming coffee and similar uses.

II. TYPE (NON – DAIRY)

The term milk is also used for whitish non-animal substitutes such as soy milk, rice milk, almond milk, and coconut milk.

1. SOY MILK:

Soy milk (also called soya milk, soymilk, soybean milk, or soy juice) and sometimes referred to as soy drink/beverage is a beverage made from soybeans. A stable emulsion of oil, water, and protein, it is produced by soaking dry soybeans and grinding them with water.
Soy milk contains about the same proportion of protein as cow's milk: around 3.5%; also 2% fat, 2.9% carbohydrate, and 0.5% ash. Soy milk can be made at home with traditional kitchen tools or with a soy milk machine.

2. RICE MILK:

Rice milk is a kind of grain milk processed from rice. It is mostly made from brown rice and commonly unsweetened. The sweetness in most rice milk varieties is generated by a natural enzymatic process. Some rice milk kinds may nevertheless be sweetened with sugarcane syrup or other sugars.

3. ALMOND MILK:

Almond milk is a milky drink made from ground almonds. Unlike animal milk, almond milk contains no cholesterol or lactose. It can be used as a substitute for animal milk in many recipes, and is also completely vegan.
Commercial almond milk products such as brand Almond Breeze come in plain, vanilla, or chocolate flavours. They are often enriched with vitamins. It can also be made at home by combining ground almonds with water in a blender. Vanilla flavouring and sweeteners are often added. However, users should be cautious not to use bitter almonds, since the combination of bitter almonds and water releases cyanide.

4. COCONUT MILK

Coconut milk is a sweet, milky white cooking base derived from the meat of a mature coconut. The colour and rich taste of the milk can be attributed to the high oil content and sugars.
In Malaysia, Brunei and Indonesia coconut milk is called santan and in the Philippines it is called gata. In Thailand it is called ga-ti and used in many of the Thai curries. In Brazil, it is called leite de coco (literally, coconut milk). It should not be confused with coconut water (coconut juice), which is the naturally-occurring liquid found inside a coconut.

III. BY SOURCE:

1. Goats milk
Some goats are bred for milk, which can be drunk raw, although some people recommend pasteurization to reduce bacteria such as Staphylococcus aureus and Escherichia coli. If the strong-smelling buck is not separated from the does, his scent will affect the milk. Goat's milk is commonly processed into cheese, goat butter, ice cream,and other products.
Goat's milk can replace sheep's milk or cow's milk in diets of those who are allergic. However, like cow's milk, goat's milk has lactose (sugar), and may cause gastrointestinal problems for individuals with lactose intolerance.
Goat's milk naturally has small fat globules, which means the cream remains suspended in the milk, instead of rising to the top, as in raw cow's milk; therefore, it does not need to be homogenized.

2. Camel’s milk

Camel milk is a staple food of desert nomad tribes and is richer in fat and protein than cow milk. It is said to have many healthful properties. It is used as a medicinal product and as an aphrodisiac in Ethiopia.
Bedouins believe that the curative powers of camel milk are enhanced if the camel's diet consists of certain plants. Camel milk can readily be made into yogurt, but can only be made into butter or cheese with difficulty. Butter or yogurt made from camel milk is said to have a very faint greenish tinge.
Camel milk cannot be made into butter by the traditional churning method. It can be made if it is soured first, churned, and a clarifying agent added, or if it is churned at 24–25 °C (75–77 °F), but times vary greatly in achieving results. Until recently, camel milk could not be made into cheese because rennet was unable to coagulate the milk proteins to allow the collection of curds. The cheese produced from this process has low levels of cholesterol and lactose. The sale of camel cheese is limited owing to the low yield of cheese from milk and the uncertainty of pasteurization levels for camel milk which makes adherence to dairy import regulations difficult.

IV. BY FORM:
V.
1. Condensed milk
Condensed milk, also known as sweetened condensed milk, is cow's milk from which water has been removed and to which sugar has been added, yielding a very thick, sweet product which when canned can last for years without refrigeration if unopened. The two terms, condensed milk and sweetened condensed milk, have become synonymous; though there have been unsweetened condensed milk products, today these are uncommon. Condensed milk is used in numerous dessert dishes in many countries,

2. Powdered milk
Powdered milk is a manufactured dairy product made by evaporating milk to dryness. One purpose of drying milk is to preserve it; milk powder has a far longer shelf life than liquid milk and does not need to be refrigerated, due to its low moisture content. Another purpose is to reduce its bulk for economy of transportation. Powdered milk and dairy products include such items as dry whole milk, non-fat dry milk, dry buttermilk, dry whey products and dry dairy blends.

3. Evaporated milk
Evaporated milk, also known as dehydrated milk, is a shelf-stable canned milk product with about 60% of the water removed from fresh milk. It differs from sweetened condensed milk, which contains added sugar. Sweetened condensed milk requires less processing since the added sugar inhibits bacterial growth.
The actual liquid portion of the product takes up half the space of fresh milk. When the non-liquid product is mixed with a proportionate amount of water, evaporated milk becomes the equivalent of fresh milk. This makes evaporated milk attractive for shipping purposes and can have a shelf life of months or even years, depending upon the brand. This made evaporated milk very popular before refrigeration as a safe and reliable substitute for perishable fresh milk that could be shipped easily to locations lacking the means of safe milk production or storage. Households in the western world use it most often today for desserts and baking due to its unique flavor. It is also used as a substitute for pouring cream, as an accompaniment to desserts, or (undiluted) as a rich substitute for milk.

4. INFANT FORMULA
Infant formula is a food manufactured to support adequate growth of infants under six months of age when fed as a sole source of nutrition]. The composition of infant formula is roughly based on a mother's milk at approximately one to three months postpartum. The most commonly used infant formulas contain purified cow's milk whey and casein as a protein source, a blend of vegetable oils as a fat source, lactose as a carbohydrate source, a vitamin-mineral mix, and other ingredients depending on the manufacturer. In addition, there are infant formulas using soya bean as a protein source in place of cow's milk (mostly in the United States and Great Britain) and formulas using protein reduced (hydrolyzed) into its component amino acids for infants who are allergic to other proteins. An upswing in breastfeeding has been accompanied by a deferment in the average age of introduction of other foods (such as cow's milk), resulting in increased use of both breastfeeding and infant formula between the ages of 3–12 months.

5. BAKED MILK:
Baked is a variety of boiled milk that has been particularly popular in Russia and Ukraine. It is made by cooking boiled milk on low heat for eight hours or more.
In rural areas, baked milk has been produced by leaving a jug of boiled milk in an oven for a day or for a night until it is coated with a brown crust. The stove in a traditional Russian log house (izba) was designed so as to "sustain varying cooking temperatures based on the placement of the food inside the oven".
Nowadays baked milk is produced on an industrial scale, as is soured or fermented baked milk, traditionally known as ryazhenka. Like scalded milk it is free of bacteria and enzymes, and so can be stored safely at room temperature for up to forty hours. Home-made baked milk was (and still is) used for preparing a range of cakes, pies, and cookies.

Lactose intolerance:
Lactose, the disaccharide sugar component of all milk must be cleaved in the small intestine by the enzyme lactase in order for its constituents (galactose and glucose) to be absorbed. The production of this enzyme declines significantly after weaning in all mammals. Consequently, many humans become unable to properly digest lactose as they mature. There is a great deal of variance, with some individuals reacting badly to even small amounts of lactose, some able to consume moderate quantities, and some able to consume large quantities of milk and other dairy products without problems. When an individual consumes milk without producing sufficient lactase, they may suffer diarrhoea, intestinal gas, cramps and bloating, as the undigested lactose travels through the gastrointestinal tract and serves as nourishment for intestinal micro flora who excrete gas, a process known as anaerobic respiration.

Lactose intolerance is a natural process and there is no reliable way to prevent or reverse it. Lactase is readily available in pill form, and many individuals can use it to briefly increase their tolerance for dairy products.

Vernon Coelho
IHM Mumbai
2009-2010.

hk- role of the floor supervisor

2010-03-26T22:47:00.001-07:00

DAILY ROUTINE OF HOUSEKEEPING DEPARTMENT AND ROLE OF THE FLOOR SUPERVISOR

There are generally 3 shifts in HK dept.:
• Morning Shift(7am-4 am):In the morning shift, the major cleaning of all guest rooms is done and general cleaning of public areas.
• Afternoon Shift(1pm-10pm)/(3pm-12am):Turn down service is given to guest rooms, second service if required, departure room clearance is done by the second shift and public area functional areas are checked.
• Night Shift (10pm-7am):Thorough cleaning of public areas is carried out.

THE ROLE OF THE FLOOR SUPERVISOR

The floor supervisors have an overall responsibility for the floors allotted to them. They are responsible not only for maintaining hygiene and cleanliness but also responsible for work force like GRA and houseman for their work and overall behavior. While working they also deal with guest complaints and requests demonstrating the following qualities:
1. Patience
2. Diplomacy
3. Presence of mind
4. Eye for details
5. Honesty
They should be prompt enough to attend to these in such a way that there is quick and effective solution. At the same time they carry out the task of training their subordinates in various standards of work. Also they train and brief the GRAs and houseman about use of various equipments and cleaning agents, safety and security, inculcate qualities like punctuality, etiquettes and manners while dealing with the guest. It is a job of middle management personnel. They report to their senior authority i.e. assistant housekeeper floor, deputy housekeeper.
Each floor supervisor is usually responsible for 50-60 rooms. Thus he/she is responsible for 1 or a maximum of 3 floors.
The staff enters the hotel premises through the time office in order to punch in their time cards. Each floor supervisor then collects the room status information sent by the front office to the house keeping. It states the early morning expected arrivals and departures of the day, group check ins/ check outs of the day, VIP inhouse guests. Any special request for extra bed, baby cots etc should be noted. Any supplies due to be returned from the check out rooms that day should be noted. The floor supervisor also finds out about the GRA working under her, goes through the duty roster. She checks the logbook for various messages regarding her floor. At the end she signs the key register, proceeds to the floor taking the necessary floor keys.
On the floor, the floor supervisor also helps to keep a check on the movement of the staff working under her. She checks the uniform of the room attendants, briefs them on the special cleaning tasks of the day and gives them the complementaries and supplies required for the guestroom. It is noted in the housekeeper day book or staff placement register. The book serves as an attendance register and is kept with the desk supervisor to help him/her to page the staff if required for any reason. Depending on the allocation of the section, pass keys(section/floor master keys) are collected and signed in the register. The room assignment sheet is given to the room attendant who is expected to fill while cleaning the room. The floor supervisor then records the first room occupancy at about 8:30 am. This also gives her an opportunity to check the corridors, elevator areas, fire exits and service area. It is also simultaneously recorded in the floor register.The physical occupancy report is submitted to the desk housekeeper who in turn prepares room status reports and passes the same to the front office for the necessary action.
While taking the occupancy , the floor supervisor checks the rooms taking the physical check of each room on a floor.She checks the occupied room for the number of guest present in the room.If the supervisor does not see any guest then the number of beds being used, clothes of the guest, sizes of shoes, number of toothbrushes are taken as indicators to decide number of guest present in the room. Additional information like sleep outs ,scanty baggage, guests who have packed their bags and relevant room number which does not feature in the expected departure list is also highlighted so that the front office can check with the guest if he is planning to cut down stay. A discrepancy report is made by the front office staff and is handed over to the senor authorities for execution of necessary action. The floor supervisor in big hotels has to check the room at least once every day. This report is made thrice a day, one in the morning at 8:30am,12:pm and one in the afternoon before 4:00pm.The room occupancy report is made in triplicate, one copy is given to the front office cashier, second copy to the reception and the third copy is retained with the housekeeping for their reference. The room occupancy report is then cross checked and compared with the front office department and the discrepancy report is made by the front office. The duty manager is informed accordingly for the necessary action.
Computerized status system: the problem in reporting housekeeping status to the front office can be eliminated when the computer system is directly connected to guestroom telephone with such a network that a floor supervisor can inspect guestrooms. Determine their readiness for sale and then enter a designated code on the room telephone to change the room status in the hotel’s computer system. This procedure can reduce not only number of guest forced to wait for the room assignment but also decreases the length of their wait.

FORMAT OF ROOM OCCUPANCY/STATUS REPORT

Room Occupancy Report
1st Floor 2nd Floor
Room no. Code/Status No. of guests Room no. Code/Status No. of guests
101 Dep. - 201 DL -
102 V - 202 O,SB 2
103 O 2+1 203 O,SO
_____________Signature of the desk housekeeper

The desired results of an established cleaning system are best achieved only when a guest room inspection is done. This serves the purpose of rectifying any problems that may have been previously overlooked during cleaning, before the guest notices. Room inspection not only helps to identify ordinary problems with cleaning but also helps to identify areas requiring special cleaning or maintenance.
An Inspection programme can be done in various forms. In some properties especially in smaller properties, occupied rooms are spot checked while the departure rooms are definitely checked daily.
Each floor supervisor is usually responsible for a certain number of rooms (45-60) and must be aware of the current status of each room that is assigned to her/him. The room is checked to ensure :
• Correct standard of cleanliness has been maintained.
• For any technical repairs(if any)
• Correct room complementaries and adequate guest supplies have been provided.
A room inspection report or a check list should be completed by the floor supervisor who notes down the condition and proper operations of various fixtures of the room. It is also simultaneously recorded in the floor register so that a continuous record is maintained. An inspection programme is not effective if no follow up is given to an identified problem. Depending on the hotel procedures the floor supervisor is responsible for filling out work orders or maintenance request that are needed. The work order or job order is made in triplicate. Two copies (the original and the duplicate) are given to the maintenance engineer. The third remaining copy remains with the housekeeping department. The maintenance engineer hands over both the copies to the concerned technician who is required to attend to the complaint. The technician goes to the respective floor and asks the floor supervisor or GRA to open the concerned room. He then attends to the complaint and signs on both the work orders, writes the time and date against work completed. He takes acknowledgement from the floor supervisor. He hands over the original copy to the housekeeping department and the duplicate copy to the maintenance department. The copy given to the floor supervisor is then given to the desk housekeeper who files it in the work order files. At the end of the day a report is made by the desk housekeeper about complaints attended to in the day, that are to be followed up the next day, major maintenance complaints that can be attended to only by taking the rooms on O-O-O status. Thus the original copy is retained by the maintenance department for its future reference.

Inspection Programme Technology: (Guest Room Inspection)
A barcode is a group of printed bars, spaces and numerals that appear on the packaging of every retail item. These codes are to be scanned and read into a computer system. Each guest room is identified with a barcode tag. The tag is placed in a secret spot such as behind the door frame. The floor supervisor is given a barcode scanner and a set of carde that will feature condition of each item that needs to be inspected, attended or repaired. On entering the room, the supervisor scans the barcode tag this will now record the room number, time and date in the scanner. The condition of each inspected item is noted by scanning the proper barcode. Depending on the programme and the property’s needs, the information can be presented in a summary or report format with an overview of the condition of each inspected items.

Room Inspection Report/Checklist
Date:20/12/04
Room boy: James Bond Floor : 7
Dep #s : 701,702, 705. Vac #s :703, 706, 707.
Occ #s : 704. VIP #s: 706
Room no: Status Extra item provided Electrical Carpentry Plumbing Polishing Carpet Cleaning
707 V A.C. not working •
704 O Extra bed •
701 Dep •
___________ Signature of Supervisor

Discrepancy Report: (made by front office)

Discrepancy Report
Date:13/12/2009 Time:15:45
Room no. Status as per Front Office Status as per Housekeeping Action taken
101 O O,SB Informed D.M(duty manager) and security
102 C/O VNR -

Guest Room Inspection:
A supervisor has to check all the rooms on his/her floor, including all vacant room, departure room, expected arrival, VIP arrival, group arrival, blocked rooms and under repair rooms both out of service and out of order. After the end of the shift the floor supervisor has to take hand over from the GRA and make the entry in the floor register. The supervisor has to make the entry of all the DND, R/S, L/S on the floor.
The supervisor has to take the handover of lost and found from the GRA for the day. Before coming to the department the supervisor has to check the floor pantry, guest elevator, and service elevator, back-area of the floor, all fire exit and corridor. The supervisor has to check the floor pantry and has to take the count of all the items in the pantry like all loan item (iron board, hot water bag, water flask, weighing machine, etc) and make an entry in the floor register. After that the supervisor has to fill the log book kept in the department. The supervisor has to make an entry of all the rooms checked by him for the day. The supervisor has to fill the key register, hand over register. The supervisor has to hand-over the lost and found and keys to the desk attendant/supervisor before leaving for the day.

While dealing with the guest the floor supervisor comes across various complaints made by guests during their stay. The nature of these complaints is:
• Technical / mechanical complaints: these are various complaints which include maintenance related problems eg AC not working, the job of the supervisor is not only to pass on these complaints but also to get them attended as early as possible.
• Service related complaints: they are complaints related to inefficient working or cleanliness standards of the GRA. She briefs the GRA accordingly and attends to the complaint as soon as possible.
• Attitude related problems: these imply problems regarding the behavior of the GRA which may require counseling ,
• Unusual complaints: these imply undue demands made by the guest and also bad guest behavior.
• Complaints like missing items from the room after the room is cleaned by the GRA which calls for alertness, investigation and involvement of seniors.

dinner _ F&B

2010-03-19T09:55:00.001-07:00

Dinner
It was the main meal of the day; it was normally eaten in the evening or at mid-day instead of luncheon (late lunch).
In France before the revolution dinner was eaten in the morning or mid-day. It is generally thought that as a word dinner is derived from the Latin word ‘disjunare’, which means to break the fast.
The word was originally used for the morning tea that was eaten after mass. First at 7 am and later at 9 or 10 am. It consisted of bacon, eggs and fish and was one of the two main meals of the day the other being supper. The hour for eating dinner became progressively later when the daily rite for mass was observed less strictly and in time the habit of light meal was developed. This meal ‘dejeuner’ later became ‘petite – dejeuner’ which means breakfast. Mid-day was the normal time for dinner. When one wanted to go and visit others, it was advisable to do so between 11 o’ clock and mid day and certainly not later for then one would be preventing them from taking their meals.
In the 18th century dinner was moved on to 2 pm. Supper remained as the principle meal of the day. Finally at the time of revolution dinner was eaten at the end of the afternoon, lunch was taken at mid-day.
Today dinner is usually takes place at 7 pm, earlier in Scandinavian countries and later in Mediterranean. It may be celebrated as a formal occasion for receiving guest.
Alexander Dumas defined dinner as the principal act of the day that can be only carried out in a worthy manner by people of wit and humor, for it is not just sufficient to eat at dinner. One has to talk with a calm and discreet gaiety. The conversation must sparkle like the rubies in the entremets of lines. It must be delightful with a sweet, dessert and become more profound with coffee.
According to Chef Denis, composition of a formal dinner must be varied and abundant, hot dishes must alternate the cold ones. For a big occasion he recommends consommé followed by a cold entrée, a large roast meat, a cold roast, vegetables, sweet, pastries and fruits.
This prescription is now simplified to consommé, fish served with a sauce, roast meat and accompaniment. Cheese may be avoided at dinner.
In the family household, the main meal of the day varies according to the working patter of the adult. Whether the evening meals consist of dinner or supper is very much of matter lifestyle, where both the adults work, dinner is likely to be an evening meal and lunch a light snack. Children at home may well be served a main meal at mid-day and the whole family may have dinner together. Although few people live close enough to their workplace and have someone at home to prepare dinner in a retired household, the main meal may also be lunch. It is also worth remembering the major social changes of 20th century greatly influenced the eating pattern. Meals are no longer subject to rigid definitions, eating pattern vary between weekdays and weekends and individual of family choices.

CHEESE

2010-03-19T05:22:00.000-07:00

Chapter 23 Cheese

According to legend, cheese was first made accidentally by a traveling shepherd, who carried milk in a pouch made from the stomach of a sheep. The combination of heat of the sun with the enzyme rennin present in the lining of the stomach curdled/separated milk into curd (a soft mass or junket) and whey. Curds are coagulated proteins (casein) known as cheese. This soft mass containing protein and fat was then drained to remove the excess liquid or whey and dried in the sun to form a harder mass which could be eaten fresh or salted and stored for later use when the food supplies were less plentiful.

DEFINITION
Cheese may be defined as “the fresh or matured product made by coagulating any or a combination of any of the following substances, namely milk, cream, skimmed milk, partly skimmed milk, concentrated milk, reconstituted dried milk and butter milk, and then partially draining the whey, resulting from any such coagulation”.

Cheese Making is a very convenient method for converting a considerable part of the milk nutrients into a product that is less bulky, will keep well, is of a high nutritive value and is palatable and easily digestible.

There are over 400 varieties of cheese listed as being made in different parts of the world. They are made from a variety of different milks from animals like cow, sheep, goat, buffalo and others, by different methods of manufacture, are ripened for different periods of time in different conditions and are made in different sizes from a few ounces to the very large size of 70 lbs or more. They will also differ by colour, texture, hardness, odour and taste.

Classification of Cheeses
Cheese may be classified under one or a combination of the following:
The Country of origin
It is helpful to be able to classify cheese in this way, so that cheeses from different countries may be featured on the menu or cheese board of a restaurant.

The method of manufacture
This system of classification is based on how the cheese has been manufactured, which in-turn determines the type of cheese produced. This classification identifies six main groups of cheeses – hard, semi-hard, soft, surface mould, surface slime and blue-veined (i.e. internal mould and includes acid coagulated cheeses). The important features in the manufacture of cheeses are:
1. The type of milk being used.
2. Whether the milk is ripened or not.
3. Whether rennet is added or not.
4. Whether the curd is scalded (stirred) or not.
5. Whether the cheese is pressed or not.

General aspects
The general appearance of a traditionally made cheese is important for the recognition of it. Cheese is recognized by:
1. Size
Traditionally, cheeses have always been made of the same size and shape; hence easily recognizable e.g. English Cheddar is usually made in the shape of a small drum being 13” high and 11” in diameter. The English Leicester is usually made in the shape of a wheel being 4” high and 18” in diameter.
2. Colour
The colour of the cheese–internally and externally–is another point of recognition e.g. the English Stilton has a wrinkled brown coat and a blue-veined creamy-white body. The Dutch Edam has a red wax coat and a rich straw coloured body.
3. Flavour
The flavour of the cheeses, when fully mature, is quite standardized, although only minor changes in the manufacture can affect the flavour considerably. The basic aspects of flavour such as cheese being mild, very rich, salty and tangy are usually quite evident to most people, but the description given by the cheese makers like “slightly nutty”, “mildly fruity” etc. needs experience to appreciate.
4. Texture
This is seen when examining the cut surface of a cheese and in greater detail, when cutting a portion of the cheese. Typical textures are hard, semi-hard, semi-hard with gas holes, rubbery, close, loose and crumbly, buttery and open.

Moisture content
Soft : Above 40-80% (e.g. in Camembert).
Hard : 20-40% (e.g. in Stilton).

Ripening
Cheeses are classified on the basis of ripening as Mild or Strong, Bacterial or Mould. The main classes of cheese are as under:
• Unripened soft cheese (e.g. Cottage cheese, Cream cheese, Neufchatel).
• Ripened soft cheese in moulds by bacteria (e.g. Brie and Camembert).
• Semi-hard, ripened by bacteria (e.g. Gorgonzola, Roquefort and Stilton).
• Very hard cheese without gas holes (e.g. Cheddar, Edam, Gouda and Cheshire).
• Very hard cheese with gas holes (e.g. Gruyere, Swiss cheese).

Manufacture
Basically cheese is made by forming a curd by the action of the enzyme rennin, or acid, upon pasteurized milk. This curd is then ripened by enzymes produced by the addition of a culture of microorganisms. During ripening, the constituents of the curd are modified to produce characteristic flavours and textures.

Heating the milk
The temperature should not be less than 10°C and should not exceed 65°C. The optimum temperature is 37°C (At 10°C, the cheese will be soft, while at 65°C, the cheese will be hard).

Curd formation
This is brought about by the addition of rennet (rennin), curd or lactic acid producing bacteria (Suitable cultures of microorganisms may be added at this stage to bring about ripening or souring of the milk).
This mixture may be held at varying temperatures during what is known as “setting” period which is 20-26°C (70-80°F) for soft cheeses and 30-32°C (86-90°F) for hard cheeses.
The setting temperature, the quantity of rennet added and the amount of acid produced by the microorganisms largely govern the rate at which the curd and whey separate, and also affect the texture of the curd.

Cutting the curd
The curd is then cut to remove moisture. Then the whey is separated – finer the curd is cut, greater is the whey separation.

Cooking the curd
Coking the curd helps in the removal of whey. The curd begins to compact and become elastic, rather than crumbly. During heating, the lactic producing bacteria increase. Higher the temperature, firmer the cheese becomes e.g. Cheddar becomes firm at a temperature of 38°C (100°F).

Separating the curd
All excess whey is finally removed from the curd.

Curd piling
The curd is cut into blocks and piled up. This allows the curd to form a solid mass and further development of the starter culture. The curd begins to develop characteristic properties of texture and flavour.

Milling and Salting
The now-dry curd is milled into small fragments and salt is added – either as fine salt or brine solution (Sometimes in aqueous solution which permits homogenous absorption). Salting influences many factors–flavour, moisture content and texture; also checks lactic acid formation by inhibiting acid producing organisms (also reducing risk of spoilage) and at the same time permits the development of specific ripening microorganisms.

Pressing the curd
Pressing the curd gives cheese its characteristic shape and texture. This cheese is called “Green cheese (Immature cheese)”.

Maturing (Ripening)
In this stage, the green or immature cheese develops the characteristic texture and flavour of its variety. The green cheese is placed in well ventilated rooms on racks. The temperature is maintained at 13°C and at a humidity of 80-90%. Then the bacteria, moulds etc. are added to bring about changes. The fresh cheese is covered with wax or other things to prevent the moisture loss.
Ripening is a change in the physical as well as chemical properties such as aroma, flavour, texture, composition etc. which occur between the time of precipitation of the curd and the time when the cheese develops its characteristics. Ripening is the process that converts freshly made curds into distinctive, flavourful cheese. This ripening is brought about by certain bacteria or moulds that are introduced during manufacture. Much of a final cheese’s final character is determined by the kind of ripening agent and the way it acts on the cheese. Cheeses can be classified by the kind of ripening agent and whether it ripens from inside or outside. Some examples include:

1. Bacteria ripened (from inside) : Cheddar, Swiss, Gouda, Parmesan etc.
2. Bacteria ripened (from outside) : Limburger, Liederkranz etc.
3. Mould ripened (from inside) : Blue cheeses inc. Roquefort, Stilton etc.
4. Mould ripened (from outside) : Brie, Camembert, St. Andre etc.
5. Unripened : Cottage cream, Baker’s cheese etc.

Following changes take place during ripening:
1. Lactose is converted to lactic acid.
2. Proteins are broken down to simpler components–amino acids.
3. Fats are converted to fatty acids.
4. CO2 is formed that produces holes, as in Emmental cheese.
5. Development of aroma/flavour.
6. Change in colour.
7. Change in texture–hard to soft–due to the action of bacteria or moulds (Brick – Bacteria, Stilton and Roquefort–Mould etc.).

Characteristics
The characteristics of the cheese depend upon the following factors:
1. Type of milk or milk fractions used (The percentage of fat present in the milk has an effect of the quality of the cheese produced. A low percentage of fat will produce a hard leathery type of cheese, whereas a high percentage of fat will produce a soft smoother cheese).
2. Temperature (High gives hard, while low gives soft cheese).
3. Acidity (Putrefactive bacteria, amount of lactic acid produced).
4. Humidity (It controls the growth of moulds).
5. Type of precipitation agent used in coagulating the milk.
6. Pressure used to remove the moisture.
7. Salt (Amount of salt added affects the growth of bacteria. It also acts as a preservative.)
8. Time of ripening.
9. Rennet will produce more elastic curd.
10. Light (whether exposed to sunlight or not).
11. Size of mold in which the cheese is made.
12. Type of microorganisms used.

Processed Cheese
Processed cheese is obtained by mixing green cheese with cured cheese of the same type, or blending different varieties of cheeses and then treating with heat and adding suitable emulsifying agent to it. Salt, acids, flavouring, colour etc. are also added and heated to approximately 65°C. When cheese is heated, further ripening is prevented. This processed cheese will be very mild. Processed cheese is a uniform product that doesn’t age or ripen like natural cheese. Thus, it keeps very well. It is usually very mild in flavour and has a gummy texture. Because of its melting quality and low price, it is often used in cooking.
The term “American Cheese” usually refers to processed cheese. Processed cheese food and processed cheese spread contain a lower percentage of cheese and more moisture than cheese.
Modification of the same processed cheese without heating and pasteurizing, but simply ground and mixed with flavourings and seasonings, to a spreading consistency, is known as “cold pack” or “club cheese”. In this, further ripening will take place. Processed cheese is very common; since it can be sliced and blended easily with other ingredients of the recipe.

Cooking of Cheese
Cheese is a protein food and like all other proteins, it is toughened by heat easily. All cheese dishes should be cooked at low temperatures, whatever the dish is. Whenever possible, cheese should be melted in a double boiler or chaffing dish, rather than over direct heat. When cheese is melted, it is cooked. Overcooking will produce some toughening effect as cooking at too high heat. Grate or chop cheese finely and dilute with some kind of starchy food such as flour, breadcrumbs, macaroni etc. will help in cooking properly. Adding a small pinch of sodium bicarbonate will soften cheese and prevent stringiness as well as makes it more digestible.
Cook by moist heat, whenever possible, or at least see that there is some moisture included in the dish. Where and when possible, add cheese only at the last moment to prevent overcooking.

Selection
The following points should be taken into consideration while selecting cheese:
1. The rind of the cheese should not have mildew or fungi on it.
2. There shouldn’t be an over-strong smell emanating from the cheese.
3. Semi-hard, hard and blue-veined cheeses, when cut, should not appear dry.
4. Soft and processed cheese, when cut, should not be watery; nor should be of a delicate creamy consistency.

Storage
All cheeses should be eaten fresh and in their prime conditions. For this, they must be stored correctly so that they reach the customer in a good condition, with a full flavour. Cheeses should be wrapped in separate clean polythene bags to prevent their drying out, and then stored at a temperature of 5-10°C (40-50°F). Before being served, the cheeses should be removed from the bags and placed in a room at normal temperature in order to have the full flavour maximized. Particular care must be taken for soft cheeses e.g. Brie, Camembert etc. as they can soon become over-ripe and unacceptable. Even hard and semi-hard cheese must be stored at low temperatures to avoid deterioration. Store cheese in their original wrapper, once they are opened and cut; cover with moist cloth or aluminium foil or plastic wrap to avoid drying out. The very hard cheeses like Parmesan and unprocessed cheeses don’t need to be refrigerated and may be kept in a clean, cool, dry storeroom. Blue cheeses require a lower temperature of around 4°C (38°F) and a higher relative humidity of 80%. Normally cheese should not be allowed to become dry and crumbly. Small pieces, weighing 1 pound or less of certain varieties like Brick, Camembert, Edam, Cheddar etc. can be frozen for 6-8 weeks. In general, the firmer and more aged the cheese, the longer it will keep.

Uses of Cheese
1. As a cheese course for lunch or dinner. (The cheese would be served to a customer on a cheese board containing U.K. cheeses only, French cheeses only or a variety of U.K. and continental cheeses. Serve cheese at room temperature as only at room temperature will the full flavours develops).
2. As a feature item on a cold buffet.
3. As a cooking cheese:
a. To add to a basic cream sauce to make a cheese sauce.
b. To serve as an accompaniment to soups and farinaceous dishes.
c. To serve sprinkled on dishes to be gratinated.
d. To serve on toast e.g. grilled, Welsh rarebit etc.
To include in salads, snacks etc.

CHEESE AND NUTRITION
Cheese is one of the most highly concentrated of all protein foods. It is also readily digested. Experiments have shown that 90-99% of all cheese is digested. It is also a complete protein. Since approximately 10 liters of fluid milk is required to make 1 kg of cheese, cheese contains many of the nutrients of milk in highly concentrated form – milk proteins, fats, fat soluble vitamins and minerals.

Whole milk cheese contains the same properties as milk. Certain cheese such as blue veined are made out of skim milk and are therefore less nutritious.

Normally cow’s milk is used to make cheese, but certain well known cheeses are made from goat’s milk. The texture of the cheese from goat’s milk differs slightly from that of cow’s milk. It is more crumbly. Sheep’s milk can also be used. The quality of cheese depends to a great extent on the breed and the condition of the animal and the fodder given to it. Cheshire cheese is said to owe its fine flavour to the wild radish, on which the cow feeds, and its special nature is due to the mineral in the soil. Cheshire cheese, therefore, can’t be made in any other place as Cheddar cheese can.

Certain cheeses develop a blue vein on maturing. This is sometimes a purely natural development, often sporadic and unpredictable. Sometimes, fresh cheese is inoculated with pieces of blue cheese to catch the mould by contact. In some cases, special bacilli are introduced. The mould is sometimes strengthened by brushing the cheese clean while the skin is soft, dipping it in whey and then rubbing it slightly with butter. This is done once a day for 10-20 days. Sometimes, cheese is pierced with a copper wire.

Glossary of Cheese terms

Acid, Acidity A description of a pleasant tang; it can be a defect if too pronounced.
Ammoniated A term describing cheese smell of ammonia; a condition that afflicts the rinds of over-ripe cheese. A hint of ammonia is not necessarily objectionable.
Annatto A yellow-orange dye extracted from the seeds of a South American plant; used to colour such cheese as Cheddar, Edam etc.
Bloomy rind The white fleecy rind that develops on certain surface of ripened cheese like Brie, Camembert etc. It is formed by spraying of the surface of the cheese with spores of penicillium candidium, while it is curing.
Chevres The French term for Goat cheese.
Gummy A negative term used to describe an over-plastic texture, as well as over ripe rinds that have become sticky or gooey. Gumminess is undesirable in any context.
Salty Most cheeses have some degree of saltiness; those lacking in salt are said to be dull or flat. Pronounced saltiness is characteristic of some cheeses, but over saltiness is a defect.
Springy A descriptive term for cheese with a resilient texture that springs back when gently pressed. Ripe or neatly ripe soft–ripened varieties should be springy.

Brief description of some well known Cheese

Fresh and Soft Cheese

Ricotta An Italian fresh, Unripened cheese, made from the whey of cow’s milk. It is smooth and mild tasting, and used in a variety of sweet and savoury dishes including pizzas.
Curd cheese “Curd” is the general term given to all unripened cheeses made from the separated curds of cow’s or goat’s milk. It is used in cheese cakes and sweet and savoury fillings. It is also a popular base for dips and spreads.
Cottage cheese A lumpy, mild tasting curd cheese, often containing cream.
Mozzarella An Italian unripened curd cheese, originally made from buffalo’s milks, but now obtained exclusively from cow’s milk. It is soft cheese with a rather moist texture. It has a mild, creamy taste and is widely used as a cooking cheese-pizza, lasagna and toasted sandwiches.
Colwick A traditional cow’s milk cheese from England. Usually sold unsalted to be served as a dessert, but can be salted and used as a savoury cheese.
Coulommiers A French cheese made from cow’s milk. This, like Brie and Camembert, has a white rind and a soft interior. It is rich and creamy tasting and is usually made in small wheel shapes. It is a popular cheese for desserts and snacks.
Brie A French soft cheese made from cow’s milk. It has a creamy fruity taste and is delicious in snacks and as a filling for brioche. It is made in large, flat wheel shapes and there are many varieties. The thin crust is edible.
Camembert This world famous French cheese is made from cow’s milk and there are several varieties. It has a distinctive taste which varies from mild to pungent as it ages. An excellent dessert and snack cheese, it is made in small cylindrical shapes, which means that it can be brought as an individual cheese.
Tomme au raisin A French cheese made from cow’s milk and covered with grape pulp, skin and pips. The word “Tomme” is simply a dialect word for cheese from the Savoie region of France and there are many varieties. They usually have a fairly pronounced flavour and make excellent dessert cheeses. They are produced in small drum shapes.
Cream cheese A fresh, unripened cheese made from cow’s milk and usually foil wrapped.
Petit Munster A cow’s milk cheese from Alsace. Traditionally thought of being of as being French in origin, though there are several German varieties. It is made in wheel shapes and is good for snacks.
Boursin aux fines herbes A variety of Boursin coated with crushed black peppercorns which give the cheese a spicy taste, complementing its creamy interior.

Caboe A Scottish double cream cheese (with 60% fat) made from cow’s milk and rolled in oat meal. It has a fairly sweet flavour and goes well with fresh fruit.
Feta A soft Greek cheese usually made from ewe’s milk (sometimes from goat’s milk). It has a sharp and salty taste and is used in savoury stuffing and salads.

Semi-hard Cheese

Manchego Spain’s most famous cheese; this is made from ewe’s milk and has a creamy, firm textured interior, which sometimes has holes. It is strong tasting and ideal for snacks.
Dunlop A Scottish cheese made from cow’s milk; this is a Cheddar-type cheese with a rather bland, butter taste. In Scotland, it is often eaten with buttered oatcakes; otherwise it is a good snack cheese and is ideal for toasting.
Port Salut A French rinded cheese made from cow’s milk; it is good for desserts and snacks.
Cabrales Traditionally a goat’s milk cheese (though there are now ewe’s milk varieties), it is from the mountain regions of northern Spain. Made in cylinder shapes, it has a strong, pronounced taste and makes a good snack cheese.
Monterey Jack A Cheddar-type cheese, originating in Monterey, California, but now, also made in other parts of America. It is made from cow’s milk and has a rather bland taste with a smooth open texture. It is used in snacks, sandwiches and in recipes.
Colby A popular American Cheddar-type cheese from Colby, Wisconsin. It is a washed curd cheese (If the curds are washed thoroughly in cold water, the moisture content of the cheese is increased, making it mature more quickly). It is a mild cheese with a slightly granular texture and is popular in snacks and salads.
Saint Paulin A rinded French cheese made from cow’s milk, it can be bland or tangy, depending on its degree of ripeness and is similar in taste to Port Salut. It is a good snack and dessert cheese and is made in small wheel shapes.

Tilsit A firm textured cow’s milk cheese, originally from East Prussia, but now produced all over Europe. It has a tangy taste, and is a good cheese for desserts and sandwiches. It can be made either wheel or block shapes.
Gjetost A Norwegian whey cheese which can be made from either cow’s or goat’s milk. Rather fudge-like in appearance and taste. It is used in sauces, desserts and snacks.
Double Gloucester This cow’s milk cheese has a full flavour and is considered one of the great English cheeses. It is good for desserts and snacks and is made in cylinder shapes.

Cheddar England’s most famous cheese; this is made from cow’s milk and varies from mild to very sharp. It is packaged in many shapes.
Gruyere This famous cow’s milk cheese from Switzerland is similar to Emmental in appearance and nut like taste. Apart from being a good table cheese, it is much used in fondues, sauces and quiches. It is made in large wheel shapes.
Cantal A cow’s milk cheese from France; it is often referred to as French cheddar. Made in cylinder shapes. It is used in several regional dishes and is also a good all-purpose table cheese.
Lancashire A mild tasting cow’s milk cheese from England. It melts well and thus lends itself well to cooking (particularly toasting). It is made in cylinder or blocks shapes and can be sold as wedges.
Red Cheshire A cow’s milk cheese from England. It has a crumbly texture and is coloured with annatto dye. Its slightly salty taste makes it good snack cheese.
Fontina A cow’s milk cheese from the Piedmont region of Italy. It has a delicate nutty, slightly smokey taste and is much used fro fonduta (an Italian version of Spanish fondue) Bel Paese is also a very famous semi-soft cheese from Italy.
Leyden/ Leiden A Dutch semi-hard cheese covered with a dark yellow rind and then with red wax. It is made from whole or skimmed cow’s milk and contains caraway and cumin seeds. It is made in cylinder shapes. It goes well with gin and cocktails and makes a good snack cheese.
Gouda A world famous Dutch cheese made from cow’s milk, which can be eaten “fresh” or matured. It is made in wheel shapes.
Jarlsberg A Norwegian cheese ranging from white to light yellow, with large holes scattered throughout. It is made from cow’s milk and has a firm, buttery interior and a mild, nutty taste. It is covered with a thick rind and then with a yellow wax. It is used in landgang (the Norwegian version of a hero sandwich).
Edam A famous Dutch cheese made from cow’s milk and sold in ball shapes, coated with red wax.

Raolette A cow’s milk cheese from Switzerland with a mild, nutty taste. It gives its name to a traditional toasted cheese dish.
Leicester An English cheese made from cow’s milk and coloured with annatto dye. Made in cylinder shapes, it is a good snack cheese.
Emmental This famous Swiss cheese made from cow’s milk has a fairly sweet, nutty taste and can be used as a basis for fondues and toasted snacks.
Caerphilly A cow’s milk cheese from Wales with a mild, slightly sour taste. Usually made in cylinder shapes. It is a good snack and dessert cheese.
Wensleydale An English cheese made from cow’s milk. This is also made as a blue-veined type. White Wensleydale is traditionally eaten with apple pie and is made in cylinder and block shapes.

Hard, Blue and Smoked Cheese

Provolone An Italian curd cheese made from cow’s milk. A popular cooking cheese, it is often used in cannelloni and ravioli.
Parmesan/ Parmigiano One of Italy’s best known cheeses. Parmesan is one of the grana or granular types. It is cow’s milk cheese, made in large wheel shapes. When fully matured, it is used for grating and cooking. The very best of all granas is called Parmigiano Reggiano. It is the true Parmesan, is aged at least 2 years and is very expensive.
Sapsago/
Green Cheese/
Schabziger A Swiss cheese made from soured skimmed milk and whole milk. Sapsago is pale green due to the presence of clover which is added to the curd. It is a hard cheese which is normally grated before use, and makes a good all-purpose cooking cheese.
Pecorino A hard Italian grana cheese made from sheep’s milk. Pecorino, when fully matured, is used for grating in many pasta style dishes.
Sbrinz A Swiss grating cheese made from cow’s milk, this is a good all-purpose cooking cheese, made in large wheel shapes.
Gorgonzola Italy’s most famous blue-veined cheese, gorgonzola is considered as one of the best blue cheeses in the world. It has a strong and rich taste. It is good for desserts, snacks and salad dressings and when grated and grilled, can be used as a topping fro several foods.
Smoked Emmental Traditionally, made in long sausage shapes, it is used mainly as a snack cheese.
Roquefort Considered by many to be the king of cheeses, Roquefort is a sheep’s milk cheese from the Causes area in France. It is made in cylinder shapes and has a rich, strong taste. It is used as a table cheese, and also in salad dressings.
Mycella A Danish cheese made from cow’s milk, Mycella has blue-green veins. It is mainly used as a table cheese, but can also be used in salads and salad dressings

Blue Cheese

Bleu de Bresse A French creamy blue-veined cheese made from cow’s milk. It is soft-textured and has a rich taste. It is a good dessert cheese and is also used in fromage cardinal, a blend of cheese and paprika.
Dolcelatte A Gorgonzola-type cow’s milk cheese from Italy. Made in cylinder shapes.
Blue Castello A Danish double cream soft textured cheese made from cow’s milk.
Pipo crem A popular French blue-veined cow’s milk cheese made in long cylinder shapes.
Fourme d’ Ambert A French blue-veined cow’s milk cheese made in tall cylinder shapes.
Danish Blue (Danablu) A Danish cheese made from homogenized cow’s milk, it is soft textured and creamy with a fairly strong taste, and makes a good dessert cheese. It is made in wheel shapes.
Blue Stilton A semi-hard English blue-veined cheese made from cow’s milk, it comes in tall cylinder shapes.
Blue Cheshire A worthy rival to Stilton, Blue Cheshire is an English semi-hard cheese made from cow’s milk. It has a rich taste and is best served as a dessert cheese. It is made in cylinder shapes.
Bavarian Blue A double cream, soft textured blue-veined cheese from West Germany. Made from cow’s milk, it has a creamy texture and spreads well, making it good for sandwiches. It is made in small wheel shapes.
Blue Shropshire A new arrival amongst blue cheeses and made, not in Shropshire, England, rather in Scotland. It comes in cylinder shapes

recipes for the week of 24 - 30 march

2010-03-19T05:20:00.000-07:00

Spaghetti Carbonara No. of Portions 4

Ingredients QTY Unit
Spaghetti 200 Gm
Bacon 50 Gm
Oil 10 Ml
Butter 20 Gm
Garlic 10 Gm
Egg yolks 3 No.
Cream 200 Ml
Salt To taste
White pepper powder To taste
Parmesan cheese 20 Gm

Pre-preparations:
1. Trim bacon and cut into medium pieces.
2. Peel and chop garlic.
3. Cook spaghetti in salted water and drain. Sprinkle oil and toss.
4. Mix egg yolks and cream.
5. Grate cheese.
Method:
1. Heat bacon and allow to render.
2. Add butter and garlic. Cook on a slow fire.
3. Add liaison. Cook over a slow fire – stirring the pan all the time.
4. When the sauce is thick, add the spaghetti, salt and pepper. Toss well.
5. Let spaghetti get coated with the sauce evenly.
6. Cook over a slow fire for 1-2 minutes.
To serve:
Transfer the spaghetti to a pasta bowl, sprinkle cheese and serve immediately.

Standard:
Pasta should be coated evenly with sauce. Sauce must be rich and creamy. Served hot garnished with parmesan cheese.

Fillet of pomfret meuniere No. of Portions 4

Ingredients QTY Unit
Fillets of pomfret 4 No.
Salt To taste
Pepper powder To taste
Lime 2 No.
Refined flour 15 Gm
Oil 30 Ml
Butter 30 Gm
Parsley 1 Bunch

Pre-preparations:
1. Marinate fillets with salt, pepper and some lime juice.
2. Chop parsley finely.
3. Prepare seasoned flour.
4. Cut one lime into wedges for garnish.

Method:
1. Dust each fillet lightly with seasoned flour.
2. Heat oil on a griddle and shallow fry the fillets to a light brown colour on both sides. Take out on absorbent paper to drain oil.

To serve:
Just before service, heat butter in pan and let it froth. Wait till the froth disappears and sprinkle few drops of lime juice. Sprinkle parsley. Pour this ‘beurre noisette’ over the fillets and serve immediately as the parsley sizzles.

Standard:
Neatly cut fillets, light brown in colour, tender and juicy. Coated with nutty flavoured butter. Served hot.

Ratatouille No. of Portions 4

Ingredients QTY Unit
Egg plant 75 Gm
White marrow 75 Gm
Onion 50 Gm
Garlic 10 Gm
Capsicum 50 Gm
Tomato 150 Gm
Tomato puree 100 Ml
Olive oil 20 Ml
Sliced bread 4 No.
Salt To taste
Oil To deep fry bread

Pre-preparations:
1. Cut egg plant, white marrow and capsicum into even sized dices and blanch in boiling salted water separately. Peel and cut onions into dices.
Remove the crust and cut bread slices into triangles or roundels and deep fry in oil till golden brown (croute).
2. Peel and chop garlic. Blanch and concasse tomatoes.

Method:
1. 1. Heat olive oil and garlic together. Sauté onion lightly and add tomatoes. Add water if required and simmer till thick.
2. Add egg plant and white marrow. Cook till vegetables become tender.
3. Check seasoning, adjust consistency.

2.
To serve:
Reheat just before service. Add capsicum. Transfer to a service bowl. Arrange the croutes around and serve hot.

Standard:
Vegetables cooked well, in tangy tomato-onion sauce, well-flavoured with garlic. Served hot as an accompaniment.

hk- keys

2010-03-05T21:53:00.000-08:00

KEYS AND KEY CONTROL
GUESTROOM KEY- Is issued to the guest .As per the new system it has a key card for identification. As per the old system it has a heavy tag which discourages the guest to take it out. The key has a tag which has only the name of the hotel and does not have the room number so that it is not misused when found.
GRAND MASTER KEY-It opens all the guest rooms in the hotel even if they are double locked. One set is kept with the duty manager, the second set is with the executive housekeeper and third set could be with the security. It is used in the following circumstances:
1. In the case of a fire for the purpose of guest evacuation
2. To open double lock rooms if there is no response from the guest for entire day.
3. To double lock a door from outside:
a. If the guest has requested for the room to be locked in this way.
b. The guest has not paid the bill and is suspected of being skipper
c. To prevent entry into the room in case of unusual incidents like thefts, deaths or murders.
ELECTRONIC KEY CARD- Instead of the old keys (keys with a heavy tag) computerised encoded plastic keys are being increasingly introduced to increase more security. When the guest checks in the receptionist prints out plastic key card at the computer console so that all those using the room will have their own card (the guest has to remember his room number for the security reasons as this is not displayed/printed on the card
The computer is programmed to print out different number each time the number is selected. The selected number could be any number between one of the several millions. The door lock is linked to the computer and will only open when the card with the new number is inserted in the slot.The new key card cancels all the previous information in the card.
No one can operate the console without the authorised code (receptionist has the required password to operate the machine).This is done as an additional precaution. The console has a security printer which prints out the security code the room number on the keys issued so that a record is kept of all the transactions. Room attendants and housekeeping staff are issued with sub master key, section key, floor master key, master key which are programmed for the number of rooms in each section (works the same way as the guest key card).For a system such as this it is essential that there is a link with an emergency power supply in case of electricity failure
ADVANTAGES
1. It ensures complete security as no room number is printed on card
2. At the time of issue more than one keycard can be given to the guest if there is a double occupancy in the room
3. It is possible to trace the receptionist who issues the keys from the print out at the end of the day (to avoid unnecessary or extra duplication which may call for security problems)
4. An alarm is set on when a wrong key card is used thereby alerting security.
5. It helps the guest to avail other credit facilities form the various outlets of the hotel. It also helps in conserving electricity in the guest room
KEY CONTROL PROCEDURES
Proper key control procedures are important for the guest security and privacy. Key control also protects the hotel property and the guest property being robbed or stolen. A key control register can be used to monitor the distribution of sub-section master keys and floor master keys. This register should include the date, time and the name of the person who has signed for a particular key. Every time an employee recieves or returns a key he or she is required to sign the register. The person issuing the keys should use his or her initials or sign the lock for each key transaction. In large properties the desk supervisors distributes and recieves the keys from/to the room attendant. At smaller properties the executive housekeeper or the front deck may assume this function. Key belts, wrist band or neck chains are recommended devices for keeping track of the keys. Floor keys or sub section master keys should never be kept on top of a room attendant’s trolley or in guest rooms or in an insecure area. An employee should never open any guest room door except cleaning purpose. Room attendants are also responsible for returning guest room keys if guest leaves the keys in the room. Many hotels provide key lock boxes on the room attendant’s trolley to store guestroom keys. If this box is not available room keys must be kept in a secure area and not on the top of the cart until returned to the front desk. If the room attendant finds the room keys in the corridor or public area the front desk should be notified immediately.
LOST AND FOUND
Lost and found property can be divided into
1.PERISHABLE -Kept in housekeeping department for 24hrs and then either disposed or given to the finder. A gate pass is issued to the finder in case he is willing to take it out of the premises.
The alcoholic beverages like an open bottle of wine or the sealed bottle of any other alcoholic beverages are passed on to food and beverage controller for safe keeping after they are sealed which are kept for 3 to 6 months. The open ones are kept for 3 months and could be drained off after this period. The sealed bottles could be disposed off as per the policy of the hotel after 3-6 months if they are unclaimed.
2.VALUABLES - These are kept in safe deposit box under lock and key for a period of one year. These include electronic items, cash and jewelry. The keys to this safe deposit box are with executive housekeeper. In case of her absence the duty manager has a right to access this deposit box and hand over the article to the claimant.
3.INVALUABLE - They are kept in the cupboard / compartments for a period of 3 months. These include toys, clothes etc. These items are stored in lost and found cupboard which have shelves. The top shelf has the oldest articles which are to be disposed of as per the policy of the hotel if they are unclaimed. The cupboard keys are with the desk housekeeper. There are normally 4 cupboards or compartments, all marked month wise (3 months). For e.g. JAN-FEB-MAR in one cupboard or compartment. This is done for the ease of segregation and for the ease of disposing off the articles.
Posted by Gayatri Kale at 8:45 AM 0 comments
BACK OF THE OFFICE CLEANING
Definition- The functional areas of the hotel in which employees have little or no guest contact, such as the engineering and maintenance department , laundry room and so on.
Laundry
Day to day cleaning includes
Sweeping and mopping of the flooring and skirting, spot cleaning of the walls, emptying out the dust bins checking the lights, dusting the equipments after switching them off and dusting the shelves.
Weekly cleaning includes cleaning the lights.
The cleaning process takes place late in the evening or after the operations.
Maintenance cleaning
This work is done in coordination with maintenance staff.
Day to day cleaning includes
Sweeping and mopping of the floors , Cleaning the skirting , spot cleaning the walls emptying of the dustbin , dusting of the small equipments, cupboards ,
Heavy duty equipments are cleaned by maintenance staff.
Maintenance cleaning is done by the night shift public area staff.
Offices
It is done by night shift , it includes cleaning the hard flooring , cleaning the skirting, spot cleaning the walls, cleaning the carpets and rugs if carpeted, dusting the furniture like tables chairs cupboards filing cabinets. Checking the lights, cleaning the picture frames, emptying out the dustbins, changing the drinking water.
Weekly – suction cleaning of upholstery of couch area and chairs, cleaning of windows.
Periodic cleaning – shampooing the carpets and upholstery and washing the soft furnishing.
Corporate offices like GM office, all the cleaning is done similar to the other offices except thorough cleaning of the seating lounge, polishing the decorative articles is done on a day to day basis. The maximum work is done in the night shift after the duty hours. Work of the morning shift includes changing the flower arrangement, changing the drinking water, watering the plants and also gives the finishing touches.
Since all the offices are operational mon-sat. Sunday is the ideal day for all the deep cleaning and maintenance.
TIME OFFICE, outside the receiving area back porch & parking area are done thoroughly in the night in low traffic hours. The jet sprays are used to clean, cleaning of the rubber mats during this time.
LOCKERS
Daily cleaning includes - cleaning the flooring and skirting, spot cleaning of the walls , cleaning of the carpet if the area is carpeted , changing the linen on the bed, replenishing the linen and the bathroom supplies, checking the lights , dusting the lockers form outside , refilling of water dispensers etc
Weekly cleaning includes – cleaning the lights, cleaning the windows.
FAÇADE CLEANING
Cleaning could be done by two ways
1. By jet pressure machine with the pressure of 150 psi using the sand, chemical, detergent and water. Where sand acts as abrasive.
2. It can be done by ropes which are suspended from the roof of the building, on which the cleaner suspends himself on the ropes using the safety harness tied around his body. Once he ties himself normal cleaning can be done by scrubbing and water.(spider-man process)