tag:blogger.com,1999:blog-74696521078805176672024-03-29T04:03:08.681-07:00IHM MUMBAI FIRST YEAR NOTES FOR GROUP CUmbrella Can Not Stop The Rain But Allows Us To Stand In The Rain, Confidence May Not Bring Success But It Gives The Power To Face The Challenges. All The Best For Semester-2 Exams.... . .
PIYUSH THAKUR (CR)PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.comBlogger118125tag:blogger.com,1999:blog-7469652107880517667.post-12330425161605987362011-04-19T10:19:00.001-07:002011-04-19T10:19:48.685-07:00hk - supervisory posts and inspection of vip roomsSUPERVISORY POSTS<br />
The housekeeping department usually has the following supervisory positions:<br />
• Floor supervisor<br />
• Linen room supervisor<br />
• Public area supervisor<br />
• Uniform room supervisor<br />
• Night supervisor<br />
• Laundry supervisor<br />
• Control desk supervisor<br />
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.<br />
General Duties of a Supervisor:<br />
The general duties and responsibilities of supervisors are as follows-<br />
• To ensure that the staff are aware of their hours of work and that they adhere to the planned duty roster.<br />
• To make any adjustments necessary in their off-days in consultation with the concerned employees.<br />
• To instruct the staff in cleaning routines and schedules.<br />
• To regularly fill up the cleaning and maintenance checklists and inventories after a complete physical check.<br />
• To liaise with the maintenance department for any maintenance work required in guestrooms or public areas and to initiate work-order forms.<br />
• To inspect and record room status regularly and liaise with the reception desk.<br />
• To issue the relevant keys, keep track of them, and get them safely back.<br />
• To be responsible for following the correct procedures in dealing with lost and found articles when employees hand these in.<br />
• To check the stocks regularly, take delivery of stocks, and issue supplies to attendants.<br />
• To supervise the staff involved in the cleaning and setting up of banquet halls, meeting rooms, and other event venues.<br />
• To check and record the amount and condition of the house linen during collection, dispatch, storage, repair, and use.<br />
• To arrange for the induction and training of staff.<br />
• To regularly appraise managers of individual staff performance.<br />
• To inform the employees of staff welfare schemes and other facilities.<br />
• To liaise with staff from other departments in a way that shows respect for their skills and abilities.<br />
INSPECTION MODULES FOR COMMONLY NEGLECTED AREAS (DIRTY DOZENS)<br />
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.<br />
In general, the most commonly neglected areas in guestrooms include:<br />
• 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.<br />
• The interiors of drawers and wardrobes, where dust may accumulate in the crevices.<br />
• Surface below the lamps and other accessories kept on table, where dust accumulates because they tend to be overlooked.<br />
• The tops of picture frames hung on walls, which tend to gather dust as they are not easily visible to the eye.<br />
• The top edges and backs of doors, which if not cleaned on a regular basis may collect lot of dust.<br />
• The diffuser grilles of radiators or air-conditioners which can collect stubborn dirt.<br />
• Ceilings, which may show cobwebs if not attended to daily.<br />
• The carpet area behind free-standing furniture that is near but not against the wall, such as a credenza standing to one side.<br />
• Pillows and pillowcases, which should be free of wrinkles or stray hairs and which should have a fresh smell.<br />
• The general odour of the room, which is often overlooked. The room should have a fresh smell.<br />
• The tiled area next to the shower, which collects grime and shows water marks if not attended to daily.<br />
• The area behind the toilet bowl, including pipes, cisterns and the toilet-rolls receptacles, which all provide surfaces and nooks where dirt settles.<br />
• 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.<br />
• The faucet filters, which maybe stained brown due to dirt collecting in them.<br />
• The air vents in the toilet, which are hard to reach and which if neglected during routine cleaning, may collect stubborn grime and dust.<br />
• The baseboards in the guest bedroom as well as the bathroom, which too accumulate dust.<br />
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<br />
Inspection of VIP rooms<br />
<br />
supervisor, but also by the senior authority like asst housekeeper floors, desk house keeper, even sometimes by executive house keeper<br />
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.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com16tag:blogger.com,1999:blog-7469652107880517667.post-6197001675962210582011-04-19T10:18:00.001-07:002011-04-19T10:18:30.926-07:00Housekeeping - Key ControlKEYS AND KEY CONTROL<br />
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.<br />
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:<br />
1. In the case of a fire for the purpose of guest evacuation<br />
2. To open double lock rooms if there is no response from the guest for entire day.<br />
3. To double lock a door from outside:<br />
a. If the guest has requested for the room to be locked in this way.<br />
b. The guest has not paid the bill and is suspected of being skipper<br />
c. To prevent entry into the room in case of unusual incidents like thefts, deaths or murders.<br />
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<br />
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.<br />
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<br />
ADVANTAGES<br />
1. It ensures complete security as no room number is printed on card<br />
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<br />
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)<br />
4. An alarm is set on when a wrong key card is used thereby alerting security.<br />
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<br />
KEY CONTROL PROCEDURES<br />
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.<br />
LOST AND FOUND <br />
Lost and found property can be divided into<br />
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. <br />
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.<br />
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.<br />
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.<br />
Posted by Gayatri Kale at 8:45 AM 0 comments <br />
BACK OF THE OFFICE CLEANING<br />
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.<br />
Laundry<br />
Day to day cleaning includes <br />
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. <br />
Weekly cleaning includes cleaning the lights.<br />
The cleaning process takes place late in the evening or after the operations.<br />
Maintenance cleaning<br />
This work is done in coordination with maintenance staff. <br />
Day to day cleaning includes<br />
Sweeping and mopping of the floors , Cleaning the skirting , spot cleaning the walls emptying of the dustbin , dusting of the small equipments, cupboards , <br />
Heavy duty equipments are cleaned by maintenance staff.<br />
Maintenance cleaning is done by the night shift public area staff.<br />
Offices<br />
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.<br />
Weekly – suction cleaning of upholstery of couch area and chairs, cleaning of windows. <br />
Periodic cleaning – shampooing the carpets and upholstery and washing the soft furnishing.<br />
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.<br />
Since all the offices are operational mon-sat. Sunday is the ideal day for all the deep cleaning and maintenance. <br />
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.<br />
LOCKERS<br />
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<br />
Weekly cleaning includes – cleaning the lights, cleaning the windows.<br />
FAÇADE CLEANING <br />
Cleaning could be done by two ways <br />
1. By jet pressure machine with the pressure of 150 psi using the sand, chemical, detergent and water. Where sand acts as abrasive.<br />
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)PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com14tag:blogger.com,1999:blog-7469652107880517667.post-43814610869891981142011-04-19T10:17:00.001-07:002011-04-19T10:17:38.791-07:00hk- role of the floor supervisorDAILY ROUTINE OF HOUSEKEEPING DEPARTMENT AND ROLE OF THE FLOOR SUPERVISOR<br />
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There are generally 3 shifts in HK dept.:<br />
• Morning Shift(7am-4 am):In the morning shift, the major cleaning of all guest rooms is done and general cleaning of public areas.<br />
• 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.<br />
• Night Shift (10pm-7am):Thorough cleaning of public areas is carried out. <br />
<br />
THE ROLE OF THE FLOOR SUPERVISOR<br />
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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:<br />
1. Patience<br />
2. Diplomacy<br />
3. Presence of mind<br />
4. Eye for details<br />
5. Honesty<br />
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.<br />
Each floor supervisor is usually responsible for 50-60 rooms. Thus he/she is responsible for 1 or a maximum of 3 floors. <br />
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.<br />
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. <br />
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.<br />
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.<br />
<br />
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FORMAT OF ROOM OCCUPANCY/STATUS REPORT<br />
<br />
Room Occupancy Report<br />
1st Floor 2nd Floor<br />
Room no. Code/Status No. of guests Room no. Code/Status No. of guests<br />
101 Dep. - 201 DL -<br />
102 V - 202 O,SB 2<br />
103 O 2+1 203 O,SO <br />
_____________Signature of the desk housekeeper <br />
<br />
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.<br />
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.<br />
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 :<br />
• Correct standard of cleanliness has been maintained.<br />
• For any technical repairs(if any)<br />
• Correct room complementaries and adequate guest supplies have been provided.<br />
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.<br />
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Inspection Programme Technology: (Guest Room Inspection)<br />
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.<br />
<br />
Room Inspection Report/Checklist<br />
Date:20/12/04<br />
Room boy: James Bond Floor : 7<br />
Dep #s : 701,702, 705. Vac #s :703, 706, 707.<br />
Occ #s : 704. VIP #s: 706<br />
Room no: Status Extra item provided Electrical Carpentry Plumbing Polishing Carpet Cleaning<br />
707 V A.C. not working • <br />
704 O Extra bed • <br />
701 Dep • <br />
___________ Signature of Supervisor<br />
<br />
<br />
<br />
<br />
<br />
Discrepancy Report: (made by front office)<br />
<br />
Discrepancy Report<br />
Date:13/12/2009 Time:15:45<br />
Room no. Status as per Front Office Status as per Housekeeping Action taken<br />
101 O O,SB Informed D.M(duty manager) and security<br />
102 C/O VNR -<br />
<br />
<br />
<br />
Guest Room Inspection:<br />
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.<br />
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.<br />
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While dealing with the guest the floor supervisor comes across various complaints made by guests during their stay. The nature of these complaints is:<br />
• 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.<br />
• 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.<br />
• Attitude related problems: these imply problems regarding the behavior of the GRA which may require counseling ,<br />
• Unusual complaints: these imply undue demands made by the guest and also bad guest behavior.<br />
• Complaints like missing items from the room after the room is cleaned by the GRA which calls for alertness, investigation and involvement of seniors.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com1tag:blogger.com,1999:blog-7469652107880517667.post-13797605398402050712011-04-19T10:16:00.000-07:002011-04-19T10:16:12.394-07:00hk - management&planning, guest room inspections, environment awareness in hotel industry, daily routine of hk dept, communication system in hk, work order.House-Keeping Management and Planning<br />
<br />
Example of productive standard worksheet:<br />
Total Shift Time = 9 hrs X 60 mins = 540 mins.<br />
Beginning of Morning Shift = 20 mins<br />
Tea Break = 10 mins<br />
Lunch = 30 mins<br />
Evening Tea Break = 10 mins<br />
End of Morning Shift = 20 mins<br />
(handover)<br />
<br />
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.<br />
<br />
(Turndown service) + Cleaning = (7-8 mins actually,10 mins/room)<br />
<br />
450/10 =45 rooms/employee<br />
Each employees cleans 45 rooms<br />
5 mins – bed <br />
10-15 mins – rack & carpet<br />
10 mins – bathroom<br />
<br />
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<br />
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:<br />
#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.<br />
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. <br />
#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.<br />
#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.<br />
# 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. <br />
#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.<br />
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<br />
Guest room Inspectitions<br />
<br />
Guest room inspection.<br />
1. Bedroom:<br />
i. Procedure.<br />
Check guest room entrance door.<br />
Note any scratch marks, sumdy or dirt/dust on surface.<br />
Check for ‘DO NOT DISTURB’ sign on inside knob of the door.<br />
Check proper operation of locks, chains and door stops.<br />
<br />
<br />
ii. Check condition and cleanliness of light switches and surrounding wall area.<br />
iii. Scan ceiling, walls, woodwork for any damage, dirt/dust.<br />
iv. Check curtains for stains, check that hooks are in place and the rods work correctly.<br />
v. Check window sills window for cleanliness, make sure windows are locked and that locks work properly.<br />
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.<br />
vii. Make sure telephone is clean and works properly.<br />
viii. Check the bed<br />
Make sure that the bed has fresh lineu.<br />
Check condition of the bed spread and check the edges of the bed.<br />
Look under the bed for trash or guest item.<br />
Check head board for the dust.<br />
<br />
ix. Check room furniture for scratches damage and dust check upholstery for stains.<br />
x. Check lamps for starches and dust. Make sure light bulbs are of proper voltage.<br />
xi. Turn –on television set to check for proper operation, turn-off and check for scratches , damage and dust.<br />
xii. Check carpets and bade oafs or skirting boards for dirt, stain and dust.<br />
xiii. Check that wardrobes are clean and have the proper anonym of hangers.<br />
xiv. Check pictures and mirrors for dust,<br />
xv. Check that bedroom amenities such as stationary and match-boxes are properly stacked.<br />
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.<br />
xvii. Complete a work order request and/or notifying the appropriated department for any item needing attention or repair.<br />
<br />
<br />
BATHROOM<br />
<br />
Procedure <br />
i. Check bathroom door for scratches, marks or dust in the surface <br />
ii. Check condition and cleanliness of light switches and surrounding wall area.<br />
iii. Scan ceiling, walls and tiles for any damage, dirt and dust.<br />
iv. Check shower area check tub and fixtures for watermarks, soap films and hair.<br />
v. Check fixtures for correct position and operation.<br />
Make sure bath not is in place.<br />
vi. Inspect vanity and sink area <br />
Check sink and counter area for watermarks, soap film and hair.<br />
Check mirror for spots.<br />
vii. Check toilet for cleanliness, flush to check for proper operation.<br />
viii. Check floor and base board for dirt and dust.<br />
ix. Make sure that towels are neat and cleanly arranged on towels racks.<br />
x. Check toilet and facial issue and supply.<br />
xi. Check that bathroom amenities such as soap, shampoo and mouth wash are properly stacked.<br />
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 <br />
xiii. Complete the work order request and/or notify the appropriate dept. for any item needing attention or repair.<br />
<br />
<br />
<br />
<br />
ENVIRONMENT AWARENESS IN THE HOPITALITY INDUSTRY<br />
<br />
<br />
The IHEI (International hotel Environmental Initiative) was founded in 1992 by 10 multinational hotel groups. The main objective was to :-<br />
1. Raise environmental awareness in the hotel industry<br />
2. Development of hotels specific to environmental information enabling hotels of all sizes to implement environmental programs<br />
3. Promote the hotel sector to position itself as a leader in sustainable development within the tourism industry.<br />
The 3 major basic principles of environmental conservation are – <br />
1. Reduce: use less resource – leads to immediate cost savings.<br />
2. Reuse: eg – laundry bags, washable napkins, rechargeable batteries<br />
3. Recycle: eg – papers, bottles etc.<br />
Following eco-friendly products can be used in hotels – <br />
• Civil Work:<br />
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.<br />
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.<br />
3. Key Stone Kool Desk – Used around the swimming pool – a concrete desk surfacing material which lowers surface temperature and is completely non – skid.<br />
• Plumbing:<br />
1. Aerators/Flow Restrictors: Used in all taps and showers which will reduce water usage by restricting water flow<br />
2. Sewage treatment plant: The waste water is treated and recycled for use in air-conditioning and gardening purposes.<br />
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.<br />
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).<br />
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) <br />
<br />
Green Guest Rooms<br />
1. Rubber wood: Processed and upgraded recycled wood – used for furniture and window frames<br />
2. Nuwud MDF(Medium Density Fibrewood): Used for interior made from recycled waste wood.<br />
3. Hangers: made from pressed particle board.<br />
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.<br />
5. Hotel uses herbal products for guest amenities and soaps, shampoos, moisturizers etc.<br />
6. Cloth laundry bags are used and newspapers are delivered in cane baskets<br />
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<br />
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.<br />
9. Pen/Pencil: Eco-pens are made using recycled cardboard, reprocessed plastic and scrap wood.<br />
10. Stationery: made from hand-made paper or recycled paper.<br />
11. Eco-friendly slippers used in guest-rooms made from natural materials like jute.<br />
12. Recycled Bin: placed in guest rooms with a sticker for guest use.<br />
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%.<br />
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.<br />
15. Heat pumps: the heat generated from AC can be used to heat the water used in kitchen and laundry.<br />
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.<br />
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.<br />
<br />
<br />
<br />
<br />
<br />
DAILY ROUTINE OF HOUSEKEEPING DEPARTMENT AND ROLE OF THE FLOOR SUPERVISOR<br />
<br />
There are generally 3 shifts in HK dept.:<br />
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.<br />
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.<br />
3) Night Shift (10pm-7am):Thorough cleaning of public areas is carried out.<br />
<br />
THE ROLE OF THE FLOOR SUPERVISOR<br />
<br />
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:<br />
1. Patience<br />
2. Diplomacy<br />
3. Presence of mind<br />
4. Eye for details<br />
5. Honesty<br />
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.<br />
Each floor supervisor is usually responsible for 50-60 rooms. Thus he/she is responsible for 1 or a maximum of 3 floors.<br />
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.<br />
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.<br />
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.<br />
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.<br />
<br />
<br />
<br />
FORMAT OF ROOM OCCUPANCY/STATUS REPORT<br />
<br />
Room Occupancy Report<br />
1st Floor<br />
2nd Floor<br />
Room no.<br />
Code/Status<br />
No. of guests<br />
Room no.<br />
Code/Status<br />
No. of guests<br />
101<br />
Dep.<br />
-<br />
201<br />
DL<br />
-<br />
102<br />
V<br />
-<br />
202<br />
O,SB<br />
2<br />
103<br />
O<br />
2+1<br />
203<br />
O,SO<br />
<br />
_____________Signature of the desk housekeeper <br />
<br />
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.<br />
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.<br />
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 :<br />
1) Correct standard of cleanliness has been maintained.<br />
2) For any technical repairs(if any)<br />
3) Correct room complementaries and adequate guest supplies have been provided.<br />
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.<br />
<br />
Inspection Programme Technology: (Guest Room Inspection)<br />
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.<br />
<br />
Room Inspection Report/Checklist<br />
Date:20/12/04<br />
Room boy: James Bond Floor : 7<br />
Dep #s : 701,702, 705.<br />
Vac #s :703, 706, 707.<br />
Occ #s : 704.<br />
VIP #s: 706<br />
Room no:<br />
Status<br />
Extra item provided<br />
Electrical<br />
Carpentry<br />
Plumbing<br />
Polishing<br />
Carpet Cleaning<br />
707<br />
V<br />
<br />
A.C. not working<br />
<br />
ü <br />
<br />
<br />
704<br />
O<br />
Extra bed<br />
<br />
<br />
<br />
<br />
ü <br />
701<br />
Dep<br />
<br />
<br />
<br />
ü <br />
<br />
<br />
___________ Signature of Supervisor<br />
<br />
<br />
<br />
<br />
<br />
Discrepancy Report: (made by front office)<br />
<br />
Discrepancy Report<br />
Date:13/12/2009 Time:15:45<br />
Room no.<br />
Status as per Front Office<br />
Status as per Housekeeping<br />
Action taken<br />
101<br />
O<br />
O,SB<br />
Informed D.M(duty manager) and security<br />
102<br />
C/O<br />
VNR<br />
-<br />
<br />
<br />
<br />
Guest Room Inspection:<br />
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.<br />
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.<br />
<br />
While dealing with the guest the floor supervisor comes across various complaints made by guests during their stay. The nature of these complaints is:<br />
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.<br />
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.<br />
3) Attitude related problems: these imply problems regarding the behavior of the GRA which may require counseling ,<br />
4) Unusual complaints: these imply undue demands made by the guest and also bad guest behavior.<br />
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.<br />
<br />
<br />
<br />
<br />
<br />
Communication System Used In Housekeeping Department <br />
<br />
1. Telephone: Most common mode of communication in the hotel.<br />
Advantages: <br />
a) Quick contacts<br />
b) Tow-way communication but can not be used for formal communication as there is no proof of what what has been said.<br />
c) No extra labour.<br />
Disadvanages: Distributing to the guest when used on guest floors or public area.<br />
<br />
2. Written Memo:<br />
Advantages: Used for formal communication as a proof is available of the document sent.<br />
Disadvantages: <br />
a) Time consuming as it may have to go through several channels before it reaches the concerned person.<br />
b) One-way communication hence no clarification is possible.<br />
c) Space required for stoppage of documents.<br />
<br />
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.<br />
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 - <br />
a) Green light – vacant room.<br />
b) Red light – departure room.<br />
c) white light – occupied room.<br />
The reception can change the lights according to the occupancy of the rooms.<br />
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.<br />
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.<br />
<br />
<br />
<br />
<br />
Additional notes on work order <br />
<br />
<br />
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. <br />
AT YOUR SERVICE DESK:<br />
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. <br />
Note Imp. Points:<br />
Room occupancy report is prepared by floor supervisor whereas Room Status report is prepared by Desk housekeeper<br />
Refer to notes for all Forms and Formats<br />
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<br />
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.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com1tag:blogger.com,1999:blog-7469652107880517667.post-62619998780210009582011-04-16T05:06:00.001-07:002011-04-16T05:06:51.352-07:00CHAPTER 28: KITCHEN LAYOUTThe plan or layout of a kitchen will be determined by the catering policy of the establishment. The plan is often limited by space availability. The production area is divided into 3 very distinctive areas. <br />
<br />
1. Receiving, Preparation & Storage.<br />
2. Cooking. <br />
3. Service (Dispatching) and wash-up. <br />
<br />
As in any other industrial production unit, the kitchen has three functions: <br />
<br />
1. Receiving raw materials<br />
2. Transforming them into finished goods<br />
3. Forwarding the products.<br />
<br />
The main factors that determine the layout of a kitchen are:<br />
<br />
1. Whether the hotel is primarily for guests or if there is a busy chance trade. <br />
2. The locality. <br />
3. The type of customer. <br />
4. The type of menu/service. <br />
5. Seasonal pressure of trade. <br />
6. Possibility of expansion. <br />
<br />
Among current trends in cooking, kitchen organization and food service, the following are readily noticeable.<br />
<br />
1. Greater mechanization <br />
2. Simpler operations <br />
3. Increased use of convenience foods<br />
<br />
The information that will be required before beginning kitchen planning will be: <br />
<br />
1. What type of meal is offered?<br />
2. How many persons will he served?<br />
3. Meal timings and how many sittings.<br />
4. What type of service?<br />
5. Will convenience foods be used? <br />
6. Is allowance to be made for special functions/seasons?<br />
<br />
Area Requirements: It is possible that kitchen space will be reduced to provide more seating capacity in the restaurant. However cramped, inadequate kitchens will lead to delays and faults in service. This will invariably affect the turnover. Inadequate facilities will also affect staff morale. Kitchen areas will depend on the type of service. Normally a kitchen will occupy between 25%-33% of the space allotted to the restaurant. Whereas 10-12 sq. ft. per cover is the norm in the restaurant, the kitchen space is generally 2½–4 sq. per cover. In smaller establishments this will go up to 6-9 sq. ft. per cover. Generally ¼th the kitchen area is set aside for storage. The remaining is divided between food pre-preparation, cooking and service. <br />
<br />
<br />
<br />
RECEIVING AND PREPARATION AND STORAGE AREAS <br />
<br />
Receiving area: The receiving area should be large and convenient enough to receive the volume and type of goods delivered. The receiving clerk must inspect all items before acceptance. The receiving area should be located near the entrance to the storage area so that once checked, goods can be stored quickly. <br />
<br />
Delivery Quay: The delivery quay will be situated near the store and will consist of a platform of lorry level for easy unloading. It should be well lit, and fitted with anti-pest fans and an air curtain at the door. A water connection with hosepipe will ensure easy regular cleaning. Trolleys must be kept for easy unloading and cartage. <br />
<br />
Gas Bank: If cylinders are used, these must, be kept outside. Incase of a gas tank the distance from the building must be at least 150 yards. A daily check of gas shelters and tank is necessary as a safety measure. <br />
<br />
Garbage Disposal: Wet and dry garbage must be stored separately. Wet garbage is stored in containers in a cool area to prevent fermentation and smell. Dry garbage can be incinerated. Disposal of garbage must be on a daily basis. Garbage areas must be cleaned daily, then disinfected and deodorized. <br />
<br />
Central stores: Dry stores must be maintained at 70ºF (21º C). Lightweight items could be stored on top of shelves and heavy weight items at the bottom. Cases/Cartons can be stored either on shelves or pallets. Nothing should be stored on the floor. 8” height above the floor will ensure easy cleaning. Shelves should not touch the wall. A 2” space must be maintained. <br />
<br />
The Cold Room: Many foodstuffs will have to be maintained at refrigerated temperatures. There are two types of cold rooms:<br />
1. Negative cold room (freezer) with an ideal temperature of -18ºC.<br />
2. Positive cold room (walk-in) with a temperature of 3ºC- 5ºC.<br />
Recommended temperatures for various food stuffs:<br />
Meat 0-1ºC<br />
Fish 2-3ºC<br />
Dairy 4-5ºC<br />
Veg. & Fruits 6-7ºC<br />
<br />
Vegetable Pre-preparation Area: The work here consists of: <br />
1. Washing and Cleaning. <br />
2. Paring and Trimming <br />
3. Cutting, Chopping etc. <br />
Use of frozen vegetables will determine the area required here. This room is sometimes air-conditioned, and in small establishments will be combined with the Butchery. <br />
<br />
The Butchery: It is an air-conditioned room for meat pre-preparation. Bone saws, weighing scales and butchers blocks will be provided. The butchery must be situated close to the freezer. Non slip flooring is essential and flycatchers must be installed. <br />
<br />
The Larder: The larder must be situated near to but separate from the kitchen. It must be air-conditioned, well lit and well equipped. <br />
<br />
<br />
<br />
<br />
COOKING AREA <br />
<br />
In this area, raw materials and pre-prepared goods are turned into finished products. This area can range from a simple kitchen to a more complex group or sections or even satellites. <br />
<br />
- Pastry/Confectionery - Bakeshop<br />
- Short order kitchen - Pantry<br />
- Hot Kitchen - Main Kitchen<br />
<br />
The Bake Shop- The control of costs and quality of desserts and breads sold in hotels is very important for successful operation. In a small hotel, this will be a corner of the main kitchen whereas in big hotels, this will be a separate fully equipped department. There are two sections <br />
<br />
Hot: equipped mainly with ovens (single, double decker or triple tier) (convection or conventional), racks, dough mixer, food processor and will provide all bread, cakes and gateaux. <br />
<br />
Cold: is equipped with refrigerated marbles, laminators, ice-cream machines, and food processors. It is usually air-conditioned, and provides all the desserts. <br />
<br />
The Pantry- As the name suggests all the short orders are executed from here. These will include sandwiches, icecreams and beverages. Quick service equipment, such as toasters, juicers and shakers will be provided. <br />
<br />
The Main Kitchen- Known as the heart of the kitchen. The area is divided into work islands where various jobs will be performed.<br />
<br />
A) Roasting and Baking<br />
B) Grilling<br />
C) Frying<br />
<br />
The equipment must be placed so as to avoid unnecessary movement. Bain Maries must be located near the gas ranges. Exhaust fans are essential. Good lighting, non-slip floors, and easy-to-clean walls are necessary.<br />
In a classical organization the main kitchen is divided according to partie system. But in India it is divided according to the cuisine. E.g. Continental, Chinese, Indian.<br />
<br />
<br />
SERVICE AND WASH-UP AREA <br />
<br />
The Service Area is situated between the kitchen and the restaurant and has the following functions. <br />
<br />
1. Cleans dirty equipment corning from the restaurant or floors. <br />
2. Supplies clean equipment to the restaurant and kitchen.<br />
3. Calling point for food orders. <br />
4. Delivery of food. <br />
5. Cashiering. <br />
<br />
Issuing meals to the restaurant is carried out in this area. A kitchen clerk called the Aboyeur is stationed at the survey counter throughout the meal period. On receipt of the waiter’s check (KOT) he announces in a loud and clear voice the order with special instructions. The section must acknowledge the order in return. Most orders are executed in parts (en suite.) <br />
<br />
The Cashier prepares the bills and gives it to the waiter for presentation. The paid check and cash is returned to the cashier who will stamp it with a PAID stamp. A dispense bar is also situated in this area for drinks in the restaurant and in rooms <br />
<br />
The Wash-up Area: Dish washing has a high rate of importance because of its significance in sanitation and hygiene. The wash-up area consists of three parts, manned by the kitchen steward. <br />
<br />
a) Loading – dirty equipment is pre-washed and loaded on baskets/trays for machine or hand washing. <br />
b) Washing – consists of cleaning, rinsing and sanitizing. <br />
c) Unloading – The clean equipment is kept on racks, picked by waiters or delivered by stewards. <br />
<br />
Pre-rinsing calls for water of a warm temperature. 120º F will melt fat but not cook foods firmly onto the surfaces. <br />
<br />
The washing temperature must be 140º F hot enough for effective cleaning action. Sanitizing calls for a temperature of 180º F for 10 seconds. In small hotels, dish washing is done manually, but the process is the same. Ideally separate workers should be provided for handling dirty and clean dishes. To ensure effective dish washing water temperatures must be maintained, detergent concentration should be effective and correct handling procedures followed.<br />
<br />
<br />
vernon coelho<br />
ihm mumbai <br />
2009-2010PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com1tag:blogger.com,1999:blog-7469652107880517667.post-33113710097102450942011-04-16T05:04:00.001-07:002011-04-16T05:04:22.807-07:00Poultry for F.Y B.Sc IHM MumbaiPoultry (meaning and uses)<br />
o Poultry comes from the Latin word, poule, which means to hang. The term also refers to the flesh of such birds.<br />
o Poultry is the category of domesticated birds that people keep for the purpose of collecting their eggs, or killing for their meat and/or feathers.<br />
o Chickens, quails and turkeys are typically members of the super order Galloanserae (gallo –an-c-ray) (fowl), especially the order Galliformes.<br />
o Farmed ducks and geese (water fowl) belong to the family /super order Anatidae (ana-ti-de) (in order Anseriformes (an-ceri-forms)).<br />
o Poultry also include other birds which are killed for their meat, such as pigeons or doves or birds considered to be game, like pheasants. <br />
Why Poultry is important for the menu <br />
Comparatively less expensive than other meats.<br />
Faster breeding Periods.<br />
High ease of procurement.<br />
Less religious inhibitions / stigma /Health concerns.<br />
Low lead times. (Lead time is the time gap between ordering and receiving).<br />
Comparable easier levels of skills for cooking.<br />
Wide range of applications in the menu from starters ,soups, salads, main course <br />
Wide application of cooking methods.<br />
<br />
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<br />
Classification <br />
<br />
Poultry<br />
<br />
<br />
Game Farmed <br />
<br />
Game refers to birds which till the 90’s were mostly hunted, but with the introduction of new hunting laws and advances in poultry farming are now farmed too. Game poultry can be leaner than farmed poultry .Game Poultry also carries a distinctive strong flavor that can be best described only as “Gamey” .One needs to remember that the line between game and farmed poultry is thinning down.<br />
Farmed poultry generally are less exercised then their wild counterparts; they also have comparatively higher level of fat. This fat can be excessively high if the poultry is bred for specific purposes like liver or specialty roasts like turkey .The keeping conditions of farmed fowl plays a very important role in the quality of flesh the fowl will yield. <br />
As in the case of any farmed animal ,poultry too is subjected to specific breeding ,nutrition and controlled growth .This has resulted in breeds that are specifically designed for egg laying, flesh ,feathers, Skin (only in case of big birds like emu etc.) <br />
A few e.g. Bantam, Buff, Rock Cornish and Barred Plymouth for Flesh, Broiler, best suited for Broiling, Leghorn for Eggs, Silkie for feathers (fur like).<br />
<br />
Anti mortem procedures for poultry<br />
Before the Poultry is slaughtered it is:-<br />
1. Starved for a period of 4-5 hours. 2. Adequate water is provided 3. A check up is carried out by a veterinarian for pathogens, injuries etc. <br />
Postmortem procedures for poultry <br />
Generally batches of poultry are checked by a veterinarian for any infections/pathogens etc. They are also sorted on the basis of their weight /age/uses.<br />
<br />
<br />
Processing of poultry <br />
1. Slaughter –the bird is placed upside down in a “killing cone” a funnel type arrangement to keep the bird calm and avoid hindrance to the slaughter process due to fluttering of wings. Then in a humane approach the bird is stunned with a electric shock /or not in case of Kosher (Jewish) and halal (Islamic), thereafter the jugular vein is severed off either from outside (general practice) or from inside the throat (known as sticking) important in oriental cuisine where the head of the bird should be attached to the carcass for specific preparations. The bird is kept in cone till the blood is drained off .It might or might not be hung depending on climatic conditions etc.<br />
2. Scalding –The bird is dipped in hot water (60-70 degree Celsius approx) for a minute or two this loosens the feathers on the skin for the next process. This process also makes the feathers wet and heavy which stops them from flying around and sticking to the carcass.<br />
3. Plucking-as the name suggests the processes involves plucking off feathers from the carcass either manually or using a rotor.<br />
4. Singeing- The process involves burning away fine hair not cleaned in the process of plucking. This process is very important because a lot of preparations involve chicken with skin on it; presence of fine hair /feather/fur is a very undesirable feature in any meat/poultry product. <br />
5. Evisceration –This process involves removal of internal organs of the bird, it has to be carried out carefully so as not to puncture the guts of the bird, which might result in fecal contamination of the flesh. After which the organs are sorted and desired organs for consumption (giblets-liver, heart, spleen) are washed, packed in plastic bag and further packed in the bird itself (abdominal cavity).<br />
6. Washing-This process is a standard hygienic practice followed by most of the poultry processing units, washing with plain cold water removes any dirt, blood, feathers or any dirt that might have stuck to the carcass. <br />
7. Chilling –The process involves bringing the temperature of the bird down from its last body temperature / room temperature to about 4 degree Celsius using a very cold brine bath (-4 degree Celsius) approx/ice shush bath (0 degree Celsius). This can further be brought down to -18 degree Celsius if the birds have to be frozen.<br />
<br />
<br />
<br />
<br />
<br />
Fabrication (Butchery)<br />
The two basic parts of poultry are:-<br />
The upper half which houses the breasts, winglets and supreme.<br />
The Lower half comprises of legs.<br />
The fowl can be used as whole for roasts, can be cut up into two halves for pot roasts, and the legs and breasts can be further fabricated into boneless or small pieces as required. <br />
The Legs being more exercised in case of fowl have more connective tissue and myoglobin fixation hence they take longer to cook compared to the breast pieces, which have comparatively less connective tissue and cook faster. <br />
The same is not true in case of Game and Water Fowl as their breast muscles too are well exercised. <br />
Health Threats<br />
Though there are numerous diseases one can list in case of poultry given below are the most common ones.<br />
Influenza A virus subtype H5N1, also known as "bird flu", A(H5N1) or simply H5N1, is a subtype of the Influenza A virus which can cause illness in humans and many other animal species.<br />
A bird-adapted strain of H5N1, called HPAI A (H5N1) for "highly pathogenic avian influenza virus of type A of subtype H5N1", is the causative agent of H5N1 flu, commonly known as "avian influenza" or "bird flu".<br />
Salmonellosis is an infection with Salmonella bacteria. Most people who get infected with Salmonella develop diarrhea, fever, vomiting, and abdominal cramps, and 12 to 72 hours after infection. In most cases, the illness lasts 3 to 7 days; most affected persons recover without treatment. <br />
Staphylococcus can cause a wide variety of diseases in humans and other animals through either toxin production or penetration. Staphylococcal toxins are a common cause of food poisoning, as it can grow in improperly-stored food.<br />
Nutritional Aspects <br />
Chicken is high in protein, low in fat and low in cholesterol as compared to red meats, making it a good selection for a healthy diet.<br />
Our bodies require a certain amount of protein daily and the body does not store protein so we need to replenish it each day.<br />
A portion 90 gm chicken provides a large amount of our daily requirement for protein. Our bodies also require fat in our diet, which allows us to absorb vitamins that are fat-soluble and energy producing. But, too much fat is not healthy. <br />
Chicken is lower in fat than most other meats and over half of the fat is unsaturated fat, the type that helps lower cholesterol. <br />
The white meat is lower in fat than the dark meat of the chicken but the dark meat is higher in iron, an important nutrient for a healthy body.<br />
<br />
Cooking Whole Birds:<br />
Very often we notice that the breast portion of the whole bird is dry and tasteless. This is due to the fact that it cooks faster and thus dries up by the time the leg portion is done. Also, the breast has much less fat which would have kept it moist during the longer cooking time required. A major problem in cooking whole poultry is cooking the legs to doneness without overcooking the breast. Various techniques are devised to overcome this problem.<br />
1. Roasting the bird with the breast portion down as gravity draws the juices towards the breast rather than away from it.<br />
2. Basting with fat only, not with water or stock. Fat protects from drying, but moisture washes away the protective fat.<br />
3. Barding the breast with a thin layer of pork fat or a rasher of bacon.<br />
4. Cooking the leg and breast portions separately as is done often with turkey.<br />
<br />
Cooking Poultry parts:<br />
Many recipes are devised to cook certain parts of poultry, such as the wings, breast, legs and wings. These recipes take into account the tenderness of the different cuts of poultry. For example, flattened boneless breast of poultry will cook easily and quickly by sautéing or pan frying, whereas the drumsticks and legs when braised release enough gelatin to make a rich bodied sauce.<br />
<br />
CUTS OF POULTRY<br />
These include<br />
Breast: Aile, Aileron, Supreme <br />
Leg : Drumstick (pilon de cuisse) & Thigh (gras de cuisse)<br />
<br />
INSPECTION AND GRADING<br />
Like meat, poultry is subject to inspection and grading.<br />
Inspection is a guarantee of wholesomeness and means that it is fit for human consumption. Inspection is required by law.<br />
Grading is based on quality and is not required by law and depends upon: <br />
a. the amount of flesh<br />
b. the amount of fat<br />
c. pin feathers (present or absent)<br />
d. skin tears, cuts, broken bones<br />
e. Blemishes and bruises<br />
<br />
Good grade poultry are used by foodservice operators, restaurants, fast food outlets and caterers. Lower grade poultry will be used by the canning industry and the pre prepared food industry.<br />
<br />
CLASSIFICATION AND MARKET FORMS:<br />
The following terms are used to classify poultry:<br />
Kind: The species, such as chicken, duck, turkey<br />
Class: Sub division of the species such as Capon, Mallard<br />
Style: Refers to the amount of cleaning and processing:<br />
Live: almost never purchased in modern commercial units.<br />
Dressed: Killed, Bled and plucked.<br />
Ready to cook: Dressed, eviscerated with head & feet removed<br />
State of Refrigeration: Chilled or Frozen.<br />
<br />
<br />
HANDLING & STORAGE:<br />
Fresh Poultry<br />
<br />
1. Fresh poultry is extremely perishable. It should arrive packed in ice and kept in the ice until it is ready to be used.<br />
2. Ideally, it should be used within 24 hours of receiving and never more than 4 days later.<br />
3. Poultry often carry salmonella bacteria. Wash all knives, cutting boards and other processing equipment to avoid contamination of other foodstuffs.<br />
Frozen Poultry<br />
<br />
1. Store frozen poultry at 0F (-18C) or lower until ready to thaw.<br />
2. Thaw in original wrapper in the refrigerator. Length of time will depend on the size of the bird. Large turkeys will take upto 4 days to thaw completely. If pressed for time, thaw in cold running water in the original wrapper. <br />
4. Do not thaw in hot water.<br />
5. Do not re freeze raw poultry.<br />
<br />
DONENESS:<br />
<br />
Poultry is almost always cooked well done. Very often however, it is difficult to tell the difference between well done and overdone. Chicken and turkey are low in fat and therefore have a tendency to get dry and stringy. Even duck and goose which are high in fat taste unpalatable if overcooked. Many skilled chefs are able to tell whether or not poultry is cooked merely by looking at it. However, until you have reached that level of experience, you must rely on other method<br />
<br />
1.Internal Temperature: The most accurate guide is the internal temperature of the bird. Use a thermometer inserted at the thickest part of the bird, the joint between the drumstick and the thigh. The internal temperature must be 180F (82C). Testing should be done away from the bone.<br />
1. Looseness of the joint: The leg will move freely in the socket.<br />
2. Clear juices: The juices inside the cavity and those, which run when the bird is pierced, will be clear. If they are red or even pink, allow further cooking. No juiced is an indication that the bird is overcooked.<br />
3. Flesh separating from the bone: Muscles (flesh) will begin pulling away (shrinking) from the bone, especially the breast and leg bones. Excessively shrunken flesh means it is dry and overcooked and dry.<br />
4. Firmness to touch: Test with finger pressure. Especially useful method for boneless pieces of meat.<br />
<br />
Not Recommended: Piercing with a fork and twisting the flesh. Too many valuable juices are lost.<br />
<br />
TRUSSING:<br />
Trussing means tying the bird with string to make a compact solid unit. It serves two purposed:<br />
1. Even cooking. Extended legs and wings cook too quickly.<br />
2. More attractive appearance, especially when presented and served whole. Trussing also helps to keep the stuffing in place.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com1tag:blogger.com,1999:blog-7469652107880517667.post-42777685868007852152011-04-16T05:03:00.001-07:002011-04-16T05:03:34.317-07:00CHEESECheese<br />
<br />
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.<br />
<br />
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”. (This definition won’t be suitable for Whey cheese.)<br />
<br />
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.<br />
<br />
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.<br />
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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.<br />
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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.<br />
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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.<br />
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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.<br />
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Naming Cheese<br />
The region<br />
Most of the famous varieties have been taken from the region or country where the production of a particular type of cheese established a name for itself. For example England (Leicester, Wensleydale, and Dorset Blue) and Switzerland (Emmental) etc.<br />
Although the name and the variety may still exist, the cheese may well be produced in a different region, now.<br />
<br />
Towns within a cheese making region<br />
Towns, sometimes, have given their names because they were the market towns for the region. For example in England, the best example is Cheddar; in France there exist Camembert, Roquefort etc.<br />
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The type of milk<br />
When varieties of cheese are made from whey, the word “whey” will be used on the labeling and description of the cheese so as to make it distinctive to the customer. Also, while using the milk of goat or sheep for cheese-making, the same name will often include wording to identify the cheese as containing particular milk e.g. “Zeiger” in Germany indicates that the cheese is made of goat’s milk; “Quark” in Germany indicates that the cheese is made from skimmed cow’s milk; “Pecorino” in Italy indicates that the cheese is made from sheep’s milk.<br />
<br />
Type of Cheese<br />
There are many varieties of cheese which are internally blue-molded and are similar in many ways. The word blue is being included in the name for the cheese e.g. in England: Blue Stilton, Dorset Blue; in France: Blue de Bresse, Blue d’Auvergue.<br />
Similarly, there are cheeses which have a permitted colouring added to the cheese to make it distinctive from its competitors e.g. in England: Red Leicester, Red Cheshire and Red Windsor.<br />
<br />
Appearance<br />
A few varieties have a characteristic external appearance which is incorporated in its name e.g. in France: Tome au Raisin, Tome de Savoie are both semi-hard cheese covered with dried grape skins and pips. Originally, these small cheeses were placed in the debris (marc) from the making of wine where they were left to develop the flavour of grapes at little cost to the producer.<br />
<br />
Addition of flavourings<br />
Herbs, vegetables and spices are added to the cheese in some countries and then incorporated in the name of the cheese e.g. in England: Derby Sage, Sage Lancashire etc. Additives in continental cheese include herbs, caraway seeds, fennel etc. Fro example, in France, Poivre d’ane is a goat’s milk cheese flavoured with savory and rosemary, while Tomme au Fenouil is one flavoured with fennel. In Germany, Tilsit is flavoured with caraway seeds. In Italy, Peoato is flavoured with peppers.<br />
<br />
Trade Names<br />
Some well known cheese have been named by the firm’s trade name e.g. in England: St. Ivel; in Italy: Bel Paese. These firms produce a variety of cheese under their names.<br />
<br />
Classification of Cheeses<br />
Cheese may be classified under one or a combination of the following:<br />
The Country of origin<br />
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.<br />
<br />
The method of manufacture<br />
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:<br />
1. The type of milk being used.<br />
2. Whether the milk is ripened or not.<br />
3. Whether rennet is added or not.<br />
4. Whether the curd is scalded (stirred) or not.<br />
5. Whether the cheese is pressed or not.<br />
<br />
General aspects<br />
The general appearance of a traditionally made cheese is important for the recognition of it. Cheese is recognized by:<br />
1. Size <br />
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.<br />
2. Colour <br />
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.<br />
3. Flavour <br />
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.<br />
4. Texture <br />
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.<br />
<br />
Moisture content<br />
Soft : Above 40-80% (e.g. in Camembert).<br />
Hard : 20-40% (e.g. in Stilton).<br />
<br />
Ripening<br />
Cheeses are classified on the basis of ripening as Mild or Strong, Bacterial or Mould. The main classes of cheese are as under:<br />
1. Unripened soft cheese (e.g. Cottage cheese, Cream cheese, Neufchatel).<br />
2. Ripened in moulds by bacteria (e.g. Brie and Camembert).<br />
3. Ripened by bacteria (e.g. Limburger).<br />
4. Semi-hard, ripened by bacteria in moulds (e.g. Gorgonzola, Roquefort and Stilton).<br />
5. Semi-hard, ripened by bacteria (Brick cheese, Munster).<br />
6. Very hard cheese without gas holes (e.g. Cheddar, Edam, Gouda and Cheshire).<br />
7. Very hard cheese with gas holes (e.g. Gruyere, Swiss cheese).<br />
<br />
Manufacture<br />
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.<br />
<br />
Heating the milk<br />
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).<br />
<br />
Curd formation<br />
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).<br />
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.<br />
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.<br />
<br />
Cutting the curd<br />
The curd is then cut to remove moisture. Then the whey is separated – finer the curd is cut, greater is the whey separation.<br />
<br />
Cooking the curd<br />
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).<br />
<br />
Separating the curd<br />
All excess whey is finally removed from the curd.<br />
<br />
Curd piling<br />
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.<br />
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Milling and Salting<br />
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.<br />
<br />
Pressing the curd<br />
Pressing the curd gives cheese its characteristic shape and texture. This cheese is called “Green cheese (Immature cheese)”.<br />
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Maturing (Ripening)<br />
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.<br />
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:<br />
1. Bacteria ripened (from inside) : Cheddar, Swiss, Gouda, Parmesan etc.<br />
2. Bacteria ripened (from outside) : Limburger, Liederkranz etc.<br />
3. Mould ripened (from inside) : Blue cheeses inc. Roquefort, Stilton etc.<br />
4. Mould ripened (from outside) : Brie, Camembert, St. Andre etc.<br />
5. Unripened : Cottage cream, Baker’s cheese etc.<br />
<br />
Following changes take place during ripening:<br />
1. Lactose is converted to lactic acid.<br />
2. Proteins are broken down to simpler components–amino acids.<br />
3. Fats are converted to fatty acids.<br />
4. CO2 is formed that produces holes, as in Emmental cheese.<br />
5. Development of aroma/flavour.<br />
6. Change in colour.<br />
7. Change in texture–hard to soft–due to the action of bacteria or moulds (Brick – Bacteria, Stilton and Roquefort–Mould etc.).<br />
<br />
Characteristics<br />
The characteristics of the cheese depend upon the following factors:<br />
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).<br />
2. Temperature (High gives hard, while low gives soft cheese).<br />
3. Acidity (Putrefactive bacteria, amount of lactic acid produced).<br />
4. Humidity (It controls the growth of moulds).<br />
5. Type of precipitation agent used in coagulating the milk.<br />
6. Pressure used to remove the moisture.<br />
7. Salt (Amount of salt added affects the growth of bacteria. It also acts as a preservative.)<br />
8. Time of ripening.<br />
9. Rennet will produce more elastic curd.<br />
10. Light (whether exposed to sunlight or not).<br />
11. Size of mold in which the cheese is made.<br />
12. Type of microorganisms used.<br />
<br />
Processed Cheese<br />
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.<br />
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.<br />
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.<br />
<br />
Cooking of Cheese<br />
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.<br />
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.<br />
<br />
Selection<br />
The following points should be taken into consideration while selecting cheese:<br />
1. The rind of the cheese should not have mildew or fungi on it.<br />
2. There shouldn’t be an over-strong smell emanating from the cheese.<br />
3. Semi-hard, hard and blue-veined cheeses, when cut, should not appear dry.<br />
4. Soft and processed cheese, when cut, should not be watery; nor should be of a delicate creamy consistency.<br />
<br />
Storage<br />
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.<br />
<br />
Uses of Cheese<br />
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).<br />
2. As a feature item on a cold buffet.<br />
3. As a cooking cheese:<br />
a. To add to a basic cream sauce to make a cheese sauce.<br />
b. To serve as an accompaniment to soups and farinaceous dishes.<br />
c. To serve sprinkled on dishes to be gratinated.<br />
d. To serve on toast e.g. grilled, Welsh rarebit etc.<br />
e. To include in salads, snacks etc.<br />
<br />
Glossary of Cheese terms<br />
<br />
Acid, Acidity A description of a pleasant tang; it can be a defect if too pronounced.<br />
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.<br />
Annatto A yellow-orange dye extracted from the seeds of a South American plant; used to colour such cheese as Cheddar, Edam etc.<br />
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. <br />
Chevres The French term for Goat cheese.<br />
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.<br />
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.<br />
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.<br />
<br />
Brief description of some well known Cheese<br />
<br />
Fresh and Soft Cheese<br />
<br />
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.<br />
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. <br />
Cottage cheese A lumpy, mild tasting curd cheese, often containing cream.<br />
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.<br />
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.<br />
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.<br />
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.<br />
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.<br />
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.<br />
Cream cheese A fresh, unripened cheese made from cow’s milk and usually foil wrapped.<br />
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.<br />
Boursin aux fines herbes A variety of Boursin coated with crushed black peppercorns which give the cheese a spicy taste, complementing its creamy interior.<br />
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.<br />
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.<br />
<br />
Semi-hard Cheese<br />
<br />
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.<br />
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.<br />
Port Salut A French rinded cheese made from cow’s milk; it is good for desserts and snacks. <br />
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.<br />
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.<br />
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.<br />
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.<br />
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.<br />
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.<br />
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.<br />
<br />
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.<br />
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.<br />
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.<br />
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.<br />
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.<br />
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.<br />
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.<br />
Gouda A world famous Dutch cheese made from cow’s milk, which can be eaten “fresh” or matured. It is made in wheel shapes.<br />
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).<br />
Edam A famous Dutch cheese made from cow’s milk and sold in ball shapes, coated with red wax.<br />
Raolette A cow’s milk cheese from Switzerland with a mild, nutty taste. It gives its name to a traditional toasted cheese dish.<br />
Leicester An English cheese made from cow’s milk and coloured with annatto dye. Made in cylinder shapes, it is a good snack cheese.<br />
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.<br />
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.<br />
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.<br />
<br />
Hard, Blue and Smoked Cheese<br />
<br />
Provolone An Italian curd cheese made from cow’s milk. A popular cooking cheese, it is often used in cannelloni and ravioli.<br />
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.<br />
Sapsago/ <br />
Green Cheese/ <br />
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.<br />
Pecorino A hard Italian grana cheese made from sheep’s milk. Pecorino, when fully matured, is used for grating in many pasta style dishes.<br />
Sbrinz A Swiss grating cheese made from cow’s milk, this is a good all-purpose cooking cheese, made in large wheel shapes.<br />
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.<br />
Smoked Emmental Traditionally, made in long sausage shapes, it is used mainly as a snack cheese.<br />
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.<br />
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<br />
<br />
Blue Cheese<br />
<br />
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. <br />
Dolcelatte A Gorgonzola-type cow’s milk cheese from Italy. Made in cylinder shapes.<br />
Blue Castello A Danish double cream soft textured cheese made from cow’s milk.<br />
Pipo crem A popular French blue-veined cow’s milk cheese made in long cylinder shapes.<br />
Fourme d’ Ambert A French blue-veined cow’s milk cheese made in tall cylinder shapes.<br />
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.<br />
Blue Stilton A semi-hard English blue-veined cheese made from cow’s milk, it comes in tall cylinder shapes.<br />
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.<br />
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.<br />
Blue Shropshire A new arrival amongst blue cheeses and made, not in Shropshire, England, rather in Scotland. It comes in cylinder shapesPIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com4tag:blogger.com,1999:blog-7469652107880517667.post-81246385208942623392011-04-16T04:58:00.000-07:002011-04-16T04:58:06.930-07:00RICERICE <br />
<br />
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"). <br />
[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. <br />
[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. <br />
[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. <br />
[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. <br />
<br />
Types of Rice. <br />
<br />
1. Paddy Rice - Rice still in its original state with no further <br />
Treatment after threshing. <br />
2. Brown Rice - (Husked Rice) Rice with the outer husk <br />
Removed having a characteristic beige color. <br />
3. White Rice - Brown rice from which all the germ is <br />
Removed by passing through machines that rasp the grain. It is also called unpolished rice. <br />
4. Polished Rice - White rice that has been passed through <br />
Machines that remove any flour still adhering to the grain. <br />
5. Glaze Rice - Polished rice covered with a fine layer of <br />
French chalk and suspended in glucose, <br />
Specially processed to give a shine. <br />
6. Steamed Rice - Paddy rice that is cleaned, soaked in hot <br />
Water, steamed at low pressure, de-husked & blanched. <br />
7. Pre-cooked Rice - Rice that has been husked, soaked, boiled for <br />
1 – 3 minutes. And dried at a high temperature. <br />
8. Camolino Rice - Polished and lightly coated with oil. <br />
9. Puffed Rice - In India it is roasted and fried on hot sand. <br />
<br />
10. Wild Rice - The seed of an aquatic grass, related to the <br />
Rice plant, it grows one by one up the stalks and resembles little black sticks. It is very expensive. <br />
11. Basmati Rice - Indian rice with long grains, with a <br />
Distinctive flavor. Old basmati rice is the most prized and is rarely available. <br />
12. Sticky Rice - Round grain rice which has a very high starch <br />
Content. Rarely available, it is most ideal for Chinese cooking. <br />
13. Rice Flakes - Rice that is steamed, husked & flattened into <br />
Flakes, it is eaten for breakfast with milk & sugar. <br />
Or as a savory preparation (poha) <br />
Rice is also used to make a variety of alcoholic drinks. :- <br />
CHOUM - In Vietnam <br />
SAMAV - In Malaysia <br />
SAKE - In Japan <br />
CHAO XING - In China <br />
<br />
<br />
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. <br />
<br />
Cooking of Rice <br />
<br />
A) In Water: <br />
1. Rice is put into the vessel with twice the amount of water, brought to a boil, and cooked till the water is absorbed. <br />
2. Alternatively it can be poured into a vessel of boiling water, brought to a boil, cooked and drained off. <br />
<br />
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. <br />
<br />
C) In Milk : Rice is normally cooked in milk for making desserts. Short <br />
Grained rice is ideal for this type of cooking because the <br />
Grains stick together thus giving thickening properties to <br />
The dish. <br />
<br />
PULSES /LEGUMES/BEANS <br />
<br />
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. <br />
<br />
Protein content <br />
<br />
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. <br />
Health <br />
Pulses have significant nutritional and health advantages for consumers <br />
[1] They are the most important dietary predictor of survival in older people of different ethnicities <br />
[2] And in the Seven Countries Study, legume consumption was highly correlated with a reduced mortality from coronary heart disease. <br />
<br />
Sprouts <br />
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. <br />
<br />
Convenience: - They can be easily grown anywhere. <br />
Offers a variation: - With their nutty flavor and crisp texture. Sprouts are simply a nice change from vegetable. <br />
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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. <br />
Besides boiling pulses are roasted, fried and ground to make flour and then be used for various purposes. <br />
<br />
<br />
Uses of Pulses <br />
<br />
1. As dals - the basic course of Indian cookery. <br />
2. As soups - e.g. Mulligatawny <br />
3. Providing mutual supplementation of amino acids in Khicdi <br />
4. As flour in missi roti, Besani roti. <br />
5. As basic ingredient for idlis, uttapas and chillas. <br />
6. As base ingredient or coating as in pakodas, wadas of various kinds. <br />
7. As base for desserts like laddoos, mobanthal, payasam, Boondi. <br />
8. As snacks like fried dal, sev, ganthias <br />
9. Base ingredients for papads. <br />
10. As stuffing as in dal kachories, puran polies, stuffed tikkis. <br />
11. In chats and sprouted salads.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com2tag:blogger.com,1999:blog-7469652107880517667.post-81108851828281619022011-04-16T04:55:00.000-07:002011-04-16T04:55:20.809-07:00CREAMCream 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. <br />
<br />
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. <br />
<br />
Types of Cream <br />
There are a variety of creams available in the market, each having a different fat content: <br />
Type of Cream Fat Content <br />
Single Cream 18% <br />
Whipping Cream 35% <br />
Double Cream 48% <br />
Double Thick Cream 50% <br />
Sterilized Half Cream 12% <br />
Sterilized Cream 23% <br />
Clotted Cream 55% <br />
<br />
For general purposes, cream may be classified into: <br />
1. Whipping Cream (>30% fat). <br />
2. Light or Coffee Cream (18% fat). <br />
3. Half-and-half (10.5% fat). <br />
4. Non-dairy or Manufactured Cream. <br />
<br />
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. <br />
<br />
Manufactured Cream <br />
1. Reconstituted Cream <br />
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. <br />
2. Imitation or Synthetic Cream <br />
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. <br />
<br />
Uses of Cream <br />
1. To serve with hot or cold coffee and chocolate. <br />
2. To serve as an accompaniment (fruit based salad). <br />
3. To be used fro decorative purposes in cakes and gateaux and for garnishes in soups and desserts. <br />
4. As a main ingredient in certain desserts such as ice-cream and custards. <br />
<br />
Storage of Cream <br />
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. <br />
<br />
The whipping of Cream <br />
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. <br />
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<br />
Points to be considered while whipping Cream <br />
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. <br />
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. <br />
3. Whipping property improves with the aging of cream, as viscosity increases. <br />
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. <br />
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. <br />
6. Increased acidity upto the concentration required to give a sour taste (0.3%) has no effect on whipping quality. <br />
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. <br />
<br />
CHEF VERNON COELHO. <br />
HEAD OF DEPARTMENT FOOD PRODUCTION <br />
2009-2010 <br />
<br />
1 <br />
Chef Iyer, IHMCTAN, MumbaiPIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com1tag:blogger.com,1999:blog-7469652107880517667.post-79290967944995077222011-04-16T04:54:00.000-07:002011-04-16T04:54:12.819-07:00BUTTERButter<br />
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.<br />
BUTTER<br />
<br />
<br />
<br />
Sweet cream Sour cream<br />
<br />
<br />
Butter is made from either 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. Sweet cream does not mean ‘sweetened’ cream, but simply means ‘not sour’.<br />
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).<br />
<br />
Composition<br />
Average composition of Butter<br />
Fat 82.5%<br />
Protein (Casein) 1.5%<br />
Lactose 2%<br />
Salt 2%<br />
Water 12%<br />
<br />
Factors that affect quality of Butter<br />
1. The breed of animal (cow or buffalo) from which the milk was obtained.<br />
2. The type of feed that was available for the animal.<br />
3. The method of manufacture (fresh or ripened cream).<br />
4. The efficiency of manufacturer (wrong temperature may affect the colour and flavour of butter).<br />
5. Whether or not the butter was blended.<br />
6. The addition of salt and colour.<br />
7. The method of packing and storing.<br />
<br />
Classification of Butter<br />
There are four main types of butter:<br />
1. Fresh or Sweet cream Butter,<br />
2. Ripened cream or Lactic Butter,<br />
3. Blended or Milled Butter and<br />
4. Special Butter<br />
(Fresh and ripened cream Butters are known as “Creamery Butters”).<br />
<br />
Manufacture of Creamery Butter<br />
The manufacture of creamery butter takes place in four main stages, as mentioned:<br />
1. Holding <br />
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.<br />
2. Ripening <br />
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.<br />
3. Churning <br />
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.<br />
4. Washing and Salting <br />
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:<br />
a. By adding fine grains of dairy salt, and<br />
b. By soaking in a brine solution for 10-15 minutes and allowing the butter to absorb it.<br />
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.<br />
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.<br />
<br />
Blended Butter<br />
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.<br />
<br />
Special Butters<br />
This group includes some butter that are not commonly available and those which are not true butters. These include:<br />
1. Whey Butter <br />
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.<br />
2. Milk blended Butter <br />
Quantities of milk are blended into butter, thereby increasing the moisture content to 24% (max.).<br />
3. Powdered Butter <br />
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.<br />
4. Compound Butters <br />
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.<br />
5. Cocoa Butter <br />
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.<br />
6. Peanut Butter <br />
It is a paste-like substance obtained by grinding roasted peanuts that may be further emulsified and flavoured.<br />
<br />
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<br />
Uses of Butter<br />
1. As a spread for bread, toast and scones.<br />
2. As a basic ingredient in pastry-making and cake-making.<br />
3. Used as an accompaniment (compound butter).<br />
4. To enhance the taste and flavour of soups and sauces.<br />
5. 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).<br />
6. For butter sculptures.<br />
Butter is available in 10 Gms, 100 Gms and 500 Gms packs in the market.<br />
<br />
Storage<br />
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.<br />
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.<br />
<br />
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.<br />
¬¬¬¬¬<br />
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.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com1tag:blogger.com,1999:blog-7469652107880517667.post-45491567501247434722011-03-22T09:58:00.000-07:002011-03-22T09:58:06.444-07:00Shortlist of dishes for Term End Exams Food ProductionFY BSc H & HA - SEM II <br />
<br />
FOOD PRODUCTION PRACTICALS <br />
<br />
Shortlist of dishes for Term End Exams <br />
<br />
April ---- May 2011 <br />
<br />
SOUPS BREADS <br />
<br />
1. White Bean soup 1. Vienna Rolls <br />
2. Crème Crecy 2. Braided Rolls <br />
3. Consomme Julienne 3. Cheese Rolls <br />
4. Cream of Celery soup 4. Brown Bread Rolls <br />
5. Raosted pumpkin soup 5. Cheese Onion Loaf <br />
6. Veloute Dame Blanche 6. French Bread <br />
7. Lentil soup 7. Garlic Parsley Loaf <br />
<br />
MAIN COURSE. DESSERTS <br />
<br />
1. Fried Chicken with pepper sauce 1. Coffee Mousse <br />
2. Chicken Chasseur 2. Honeycomb Mould <br />
3. Fillet of pomfret Colbert 3. Butterscotch Sponge <br />
4. Fillet of pomfret Orly 4. Mango Bavarois <br />
5. Fillet of pomfret Meuniere 5. Apricot Bavarois <br />
6. Fillet of pomfret Portugaise 6. Lemon Souffle <br />
7. Queen of Puddings <br />
ACCOMPANIMENTS 8. Albert Pudding <br />
<br />
1. Ratatouille <br />
2. Courge Provencale <br />
3. Sable Potatoes <br />
4. Croquette Potatoes <br />
5. Duchess Potatoes <br />
6. Bouquetiere de Legumes <br />
7. Honey & Ginger flavoured Glazed Carrots <br />
8. Sauteed Courge & Carrots with HerbsPIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com0tag:blogger.com,1999:blog-7469652107880517667.post-26733145194031561652011-03-18T11:09:00.000-07:002011-03-18T11:09:44.698-07:00menu for 28,29,30,31 march and 1st aprilRoast chicken No. of Portions 4<br />
<br />
Ingredients QTY Unit<br />
Chicken 1 No.<br />
Salt, pepper powder To taste <br />
Oil 20 Ml<br />
Mustard paste 2 Gm<br />
Worcestershire sauce 5 Ml<br />
Rosemary Few sprigs<br />
Sugar 2 Gm<br />
For stuffing: <br />
Onions 30 Gm<br />
Fresh bread crumbs 100 Gm<br />
Sage leaves 3 No.<br />
Chicken liver 100 Gm<br />
Parsley ¼ Bunch<br />
Salt, pepper To taste <br />
Oil 10 Ml <br />
---------------- <br />
Mirepoix 100 Gm <br />
For basting: <br />
Oil 25 Gm / Ml<br />
<br />
Pre-preparations:<br />
1. Clean chicken. Remove neck and tips of winglets. Keep aside. Marinate chicken with salt, pepper, mustard paste, sugar and Worcestershire sauce. Keep aside.<br />
2. To prepare stuffing: Chop onion, chicken liver and parsley. Heat oil, sauté onions and add chicken liver. Fry till cooked. Add salt, pepper, parsley and sage. Add fresh bread crumbs and mix well.<br />
Method:<br />
1. Fill up the chicken stomach cavity with stuffing and truss the chicken. Stick the rosemary sprigs in between while trussing.<br />
2. Place in the roasting tray over a bed of mirepoix and neck + winglet pieces. Roast at 175 ̊C-190 ̊C till done – check internal temperature with a thermometer (160 deg. F / 70-72 deg. C), basting frequently.<br />
To serve: Remove from oven, carve with a carving fork and knife and serve each piece with a portion of stuffing. Serve roast gravy separately. Other accompaniments could be roast potatoes, bread sauce and watercress.<br />
Standard: Eevenly browned skin. Chicken must be cooked well. Jointed should be evenly done and the taste and flavor, delicate. The stuffing should be moist but mot mashy. Lightly coloured and well flavoured.<br />
<br />
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Roast potatoes No. of Portions 4<br />
<br />
Ingredients QTY Unit<br />
Potatoes 400 Gm<br />
Salt To taste <br />
Butter / Oil To baste<br />
<br />
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<br />
Steps<br />
1. Wash and peel potatoes. ‘Turn’ into barrel shapes or cut into big chunks.<br />
2. METHOD 1:<br />
Place on greased roasting tray and roast along with chicken or beef or mutton. Sprinkle butter or oil occasionally (this is called ‘basting’). Roll them as and when required.<br />
METHOD 2:<br />
Parboil in boiling salted water and drain. Place on greased roasting tray and place in hot oven till light brown. Baste as per need. <br />
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Salad Caprese No. of Portions 4<br />
<br />
Ingredients QTY Unit<br />
Tomato 150 Gm<br />
Mozzarella 100 Gm<br />
FOR PESTO <br />
Basil 20 Gm<br />
Garlic 5 Gm<br />
Pine nuts 15 Gm<br />
Oil 20 Ml<br />
Salt To taste <br />
Pre-preparations:<br />
1. Cut tomatoes into thick roundels.<br />
2. Cut mozzarella into similar size slices.<br />
3. Reerve some basil leaves for garnish.<br />
4. Make pesto by grinding together the rest of the ingredients.<br />
5. Chill the tomato and cheese slices.<br />
<br />
Method:<br />
1. Arrange alternate slices of tomato and mozzarella on a chilled plate.<br />
2. Drizzle pesto over it.<br />
3. Garnish with torn basil leaves.<br />
<br />
<br />
To serve:<br />
Chilled, tomato and cheese cut and arranged neatly.<br />
<br />
Standard:<br />
Evenly sized roundels of tomato and cheese slices. Chilled, flavoured adequately with pesto.<br />
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Salade nicoise No. of Portions 4<br />
<br />
Ingredients QTY Unit<br />
French beans 150 Gm<br />
Potato 50 Gm<br />
Olives 4-5 No.<br />
Cherry tomato 5-6 No.<br />
Egg 1 No.<br />
Olive oil 30 Ml<br />
Vinegar 30 Ml<br />
Salt, white pepper powder To taste <br />
Mustard paste ½ Tsp<br />
Anchovy fillets 2-3 No.<br />
<br />
<br />
Pre-preparations:<br />
1. String and cut French beans into lozenges. <br />
2. Peel and cut potatoes into dices.<br />
3. Slice olives.<br />
4. Hard boil eggs and cut into quarters.<br />
<br />
<br />
Method:<br />
1. Boil beans and potatoes separately in slated water till just done. Drain and refresh.<br />
2. Allow to cool, then chill.<br />
3. Prepare a French dressing by mixing olive oil, vinegar, salt, pepper and mustard.<br />
4. Combine olives, potatoes, beans and tomatoes with French dressing.<br />
<br />
To serve:<br />
Chill the salad. Garnish with egg quarters and serve along with the main course.<br />
<br />
Standard:<br />
Neately and evenly cut beans and potatoes. Beans must retain good green colour. Adequately seasoned and served chilled.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com0tag:blogger.com,1999:blog-7469652107880517667.post-24504278669724706242011-03-09T11:37:00.000-08:002011-03-09T11:37:42.480-08:00menu for 17,18,21,22,23 febFried chicken with pepper sauce No. of Portions 4<br />
<br />
Ingredients QTY Unit<br />
Chicken 1 No.<br />
Marinade: <br />
Salt To taste <br />
Pepper powder To taste <br />
Sugar 3 Gm<br />
Mustard paste 5 Gm<br />
Worcestershire sauce 10 Ml<br />
------------ <br />
Flour 30 Gm<br />
Egg 1 No.<br />
Dry bread crumbs 100 Gm<br />
Oil To fry <br />
Demi glace 200 Ml<br />
Red wine 30 Ml<br />
Peppercorns 5 Gm<br />
Fresh cream 30 Ml<br />
<br />
<br />
Pre-preparations:<br />
1. Joint and debone the chicken leaving the knuckle, the leg and the wing bone on the breast intact.<br />
2. Marinade and keep aside.<br />
3. Crush peppercorns.<br />
4. Coat chicken with seasoned flour, egg wash and bread crumbs. Shake off excess bread crumbs.<br />
<br />
Method:<br />
1. Heat oil and shallow fry chicken until golden brown on both sides.<br />
2. Reduce wine and peppercorns. Strain and add to the demi glace. <br />
3. Reheat and finish off with cream.<br />
<br />
<br />
To serve / presentation:<br />
Arrange a piece of chicken neatly in an entrée dish. Serve sauce separately. OR serve chicken pieces with suitable accompaniments.<br />
<br />
Standard:<br />
Chicken should be evenly browned, neatly shaped, crisp surface. Meat should be tender moist and juicy. Sauce should be smooth, light brown with a distinct flavor of pepper with a predominant taste of wine.<br />
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Glazed carrots No. of Portions 4<br />
<br />
Ingredients QTY Unit<br />
Carrots 250 Gm<br />
Sugar 5 Gm<br />
Butter 10 Gm<br />
Salt To taste <br />
<br />
<br />
Pre-preparations:<br />
1. Peel carrots. Cut into roundels.<br />
Method:<br />
1. Place carrots in a pan. Cover with water just enough to cook carrots. Add salt and simmer.<br />
2. When carrots are done and water has evaporated, add butter, sugar and chopped parsley. Toss well and serve hot.<br />
<br />
<br />
Note:<br />
To prepare honey glazed carrots, instead of sugar, add 5 ml honey.<br />
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Veloute dame blanche No. of Portions 4<br />
<br />
Ingredients QTY Unit<br />
Chicken stock 500 Ml<br />
Egg 1 No.<br />
Salt To taste <br />
White pepper powder To taste <br />
Butter 45 Gm<br />
Flour 30 Gm<br />
Almond paste 15 Gm<br />
Liaison: Fresh cream 60 Ml<br />
Egg yolk 1 No.<br />
Garnish – Quenelles <br />
Chicken mince 60 Gm<br />
Bread slice 1 No.<br />
Nutmeg powder A pinch <br />
White pepper powder A pinch <br />
Salt A pinch <br />
Egg white 1 No.<br />
Egg 1 No.<br />
<br />
<br />
Pre-preparations:<br />
1. Combine ingredients for the garnish and process into a smooth paste. Take a spoonful at a time, shape and poach in simmering stock for a couple of minutes. Alternatively, these could also be deep fried. They are called ‘quenelles’ or ‘dumplings’. <br />
<br />
Method:<br />
1. Melt butter in a pan. Add flour and whisk well. Cook this roux to a light blonde colour. <br />
2. Add chicken stock and whisk to remove lumps. Cook this over a low fire to thicken. Add salt and pepper. <br />
3. Mix fresh cream and egg yolk for liaison. Add almond paste and mix well. Add this to the hot soup just before service – ‘tempering’.<br />
4. Garnish with quenelles.<br />
<br />
Standard:<br />
Velvety texture, pearl colour, smooth soup with a slight glaze. Served piping hot, garnished with chicken quenelles – poached or fried. Rich taste of almond and adequately seasoned. <br />
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Salad Caprese No. of Portions 4<br />
<br />
Ingredients QTY Unit<br />
Tomato 150 Gm<br />
Mozzarella 100 Gm<br />
FOR PESTO <br />
Basil 20 Gm<br />
Garlic 5 Gm<br />
Pine nuts 15 Gm<br />
Oil 20 Ml<br />
Salt To taste <br />
<br />
Pre-preparation:<br />
Cut tomatoes into thick roundels.<br />
Cut mozzarella into similar size slices.<br />
Reerve some basil leaves for garnish.<br />
Make pesto by grinding together the rest of the ingredients.<br />
Chill the tomato and cheese slices.<br />
<br />
Method:<br />
Arrange alternate slices of tomato and mozzarella on a chilled plate.<br />
Drizzle pesto over it.<br />
Garnish with torn basil leaves.<br />
<br />
To Serve:<br />
Chilled, tomato and cheese cut and arranged neatly.<br />
<br />
Standard:<br />
Evenly sized roundels of tomato and cheese slices. Chilled, flavoured adequately with pesto.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com0tag:blogger.com,1999:blog-7469652107880517667.post-1830088725898404052011-03-07T09:23:00.000-08:002011-03-07T09:23:14.613-08:00new menu for 10,11,14,15,16 febWhite beans soup No. of Portions 4<br />
<br />
Ingredients QTY Unit<br />
White haricot beans 120 Gm<br />
Onions 50 Gm<br />
Bacon rashers 30 Gm (2 no.)<br />
Butter 30 Gm<br />
Refined flour 15 Gm<br />
Milk 150 Ml<br />
Parsley sprigs A few <br />
Fresh cream 30 Ml<br />
Salt, pepper powder To taste <br />
<br />
<br />
<br />
<br />
Preprepartions<br />
1. Soak beans overnight, then boil till soft. Preserve the liquid. Peel and chop onion; remove the rind and then chop of the bacon. Chop parsley.<br />
<br />
Steps<br />
1. Heat the butter, bacon and onions. Cook till translucent without colouring. <br />
2. Sprinkle flour and cook to a blonde roux.<br />
3. Add the beans with the liquid and mix well. Cook for a couple of minutes more and allow to cool down.<br />
4. Now process to a puree; then add milk to adjust the consistency. Add salt and pepper powder and strain. Finish off with cream.<br />
<br />
To serve:<br />
Reheat, add parsley and ladle in a soup cup.<br />
<br />
Standard:<br />
Creamy white in colour. Medium thick consistency. Good flavour of beans with a hint of bacon. Served hot.<br />
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Chicken chasseur No. of Portions 4<br />
<br />
Ingredients QTY Unit<br />
Chicken 1 No.<br />
Mustard paste 2 Gm <br />
Worcestershire sauce 5 Ml<br />
Salt, white pepper pwd. To taste <br />
Oil 30 Ml <br />
Tomato 100 Gm<br />
Red wine 25 Ml<br />
Shallots 25 Gm<br />
Mushrooms 50 Gm<br />
Bacon 3 Rashers<br />
Rosemary 2 Sprigs <br />
Parsley To garnish<br />
Demi glace 200 Ml <br />
<br />
Pre-preparations:<br />
1. Joint chicken. Marinate with salt, pepper, mustard, Worcestershire sauce, rosemary and half the oil.<br />
2. Peel shallots and slice mushrooms. Blanch remaining tomatoes, skin and cut it into quarters, remove the seeds. Remove rind from bacon and cut into large pieces.<br />
Steps:<br />
1. Sauté joints of chicken in oil to a brown colour. Add to the simmering demi glace sauce and cook till done.<br />
2. Remove the chicken pieces and strain the sauce. Reduce the sauce till coating consistency. <br />
3. Lightly sauté bacon, shallots, mushrooms and blanched tomatoes. Deglaze pan with wine. Add to sauce.<br />
To serve:<br />
Serve hot, cover with a spoonful of sauce garnished with chopped parsley.<br />
Standard:<br />
Neatly jointed and sautéed pieces of chicken, cooked well, moist and juicy. Chasseur sauce reddish brown colour, smooth consistency, rich meaty flavour. Adequately seasoned and served hot garnished with shallots, bacon, tomato, mushrooms and chopped parsley. <br />
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Crème crecy No. of Portions 4<br />
<br />
Ingredients QTY Unit<br />
Carrots 400 Gm<br />
Onion 50 Gm<br />
Bay leaf 1 No.<br />
Butter 20 Gm<br />
White stock 1 Lt<br />
Orange juice 100 Ml<br />
Orange rind 10 Gm<br />
Boiled rice 50 Gm<br />
Parsley ¼ Bunch<br />
Flour 20 Gm<br />
Milk 200 Ml<br />
Fresh cream 50 Gm<br />
Salt To taste <br />
<br />
<br />
Pre-preparations:<br />
1. Peel and cut carrots roughly.<br />
2. Peel and chop onions. Chop parsley finely.<br />
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Method:<br />
1. Heat butter.<br />
2. Sauté onions, carrots and bay leaf lightly. <br />
3. Sprinkle flour. Cook lightly.<br />
4. Add stock and simmer till carrots are tender.<br />
5. Cool and puree. Adjust consistency with milk.<br />
6. Just before service, reheat gently. Add orange juice and rind, fresh cream and check seasonings.<br />
<br />
<br />
To serve:<br />
Place rice and parsley in the soup bowl / cup and ladle hot soup.<br />
<br />
Standard:<br />
Rich orange colour, thick soup. Slightly sour with orange juice, flavor of orange rind. Adequately seasoned. Served hot ladled over rice and chopped parsley. <br />
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Duchesse potatoes No. of Portions 4<br />
<br />
Ingredients QTY Unit<br />
Potatoes 400 Gm<br />
Butter 5 Gm<br />
Cream 10 Ml<br />
Salt To taste <br />
White pepper powder To taste <br />
Nutmeg 2 Gm<br />
Egg yolk 1 No.<br />
<br />
<br />
<br />
Pre-preparations:<br />
1. Peel potatoes and cut into even-sized chunks.<br />
2. Boil potatoes till soft.<br />
3. Dry them and pass them through potato masher.<br />
4. Add seasoning and egg yolk.<br />
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Method:<br />
1. Pipe into rosettes and bake lightly in a preheated oven till golden brown.<br />
<br />
<br />
To serve:<br />
Serve hot as a potato accompaniment along with a main course.<br />
<br />
<br />
Standard:<br />
Even sized rosettes with distinct lines golden brown in colour.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com0tag:blogger.com,1999:blog-7469652107880517667.post-5930519725694554832011-02-08T08:58:00.001-08:002011-02-08T08:58:13.190-08:00MILK8 <br />
<br />
CHAPTER 20 : MILK <br />
<br />
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. <br />
<br />
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. <br />
<br />
Nutritional value <br />
Milk is home to 9 major nutrients, viz; <br />
• Fat 2% <br />
• Protein 8 grams <br />
• Calcium 285 mg, which is 22% to 29%, the daily intake recommended of calcium for an adult <br />
• Carbohydrates <br />
• Sugars (lactose) <br />
• Cholesterol <br />
• Saturated fatty acids <br />
• Mono-unsaturated fatty acids <br />
• Poly-unsaturated fatty acids <br />
<br />
1. PURIFICATION <br />
Pasteurization <br />
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"). <br />
There are three main types of pasteurization used today: <br />
1. High Temperature/Short Time (HTST) and <br />
2. Extended Shelf Life (ESL) treatment. <br />
3. Ultra-high temperature (UHT or ultra-heat treated) is also used for milk treatment. <br />
4. <br />
HTST: <br />
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. <br />
<br />
<br />
ESL: <br />
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. <br />
<br />
UHT: <br />
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. <br />
<br />
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. <br />
<br />
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. <br />
<br />
Effectiveness of Pasteurization <br />
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). <br />
<br />
Microfiltration <br />
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. <br />
<br />
<br />
2. PROCESSING <br />
<br />
Creaming: <br />
<br />
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. <br />
<br />
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. <br />
<br />
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 <br />
of the bowl. <br />
<br />
<br />
<br />
Homogenization: <br />
<br />
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. <br />
<br />
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. <br />
<br />
Homogenized milk tastes blander but feels creamier in the mouth than unhomogenized; it is whiter and more resistant to developing off flavours. <br />
<br />
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. <br />
<br />
Classification of milk <br />
<br />
I. Based on fat content <br />
• Whole milk <br />
• Reduced-fat milk (2%) <br />
• Low-fat milk (1%) <br />
• Skimmed milk/non-fat milk <br />
• Half & half <br />
<br />
"Whole" milk refers to Creamline (unhomogenized) milk. <br />
"Homogenized" milk refers to milk which is 3.25% butterfat (or milk fat). <br />
There are also skim, 1%, and 2% milk fat milks. <br />
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. <br />
<br />
II. TYPE (NON – DAIRY) <br />
<br />
The term milk is also used for whitish non-animal substitutes such as soy milk, rice milk, almond milk, and coconut milk. <br />
<br />
1. SOY MILK: <br />
<br />
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. <br />
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. <br />
<br />
2. RICE MILK: <br />
<br />
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. <br />
<br />
3. ALMOND MILK: <br />
<br />
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. <br />
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. <br />
<br />
4. COCONUT MILK <br />
<br />
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. <br />
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. <br />
<br />
<br />
III. BY SOURCE: <br />
<br />
1. Goats milk <br />
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. <br />
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. <br />
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. <br />
<br />
2. Camel’s milk <br />
<br />
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. <br />
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. <br />
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. <br />
<br />
IV. BY FORM: <br />
V. <br />
1. Condensed milk <br />
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, <br />
<br />
2. Powdered milk <br />
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. <br />
<br />
3. Evaporated milk <br />
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. <br />
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. <br />
<br />
4. INFANT FORMULA <br />
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. <br />
<br />
5. BAKED MILK: <br />
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. <br />
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". <br />
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. <br />
<br />
Lactose intolerance: <br />
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. <br />
<br />
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.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com1tag:blogger.com,1999:blog-7469652107880517667.post-59601911150612419252011-02-08T08:57:00.000-08:002011-02-08T08:57:17.094-08:00MEAT COOKERYUNDERSTANDING MEATS<br />
<br />
<br />
Meat is muscle tissue. It is the flesh of domestic animals (cattle, hogs, lamb) and of wild game animals such as venison. Meat is a main stay of our diet. As a cook, chef or food service operator, you will be spending more of your time and money on meats than on any other foods. It is important to understand meats thoroughly in order to cook them well and profitably. Why are some meats tender and some meats tough? How can you tell one cut from another, when there are so many? How do you determine the best way to cook each cut?<br />
<br />
WHY MEAT?????<br />
Main focus of the meal.<br />
40-60% of total food expenditure.<br />
Determines selection of all other foods.<br />
<br />
CLASSIFICATION<br />
Type of animal<br />
Country<br />
Age/sex of animal<br />
Grade of meat<br />
Cut of meat<br />
Condition of meat<br />
Uses in catering<br />
<br />
Classification of Cattle<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
Classification of Sheep<br />
<br />
<br />
<br />
CLASSIFICATION OF PORK<br />
<br />
<br />
<br />
<br />
<br />
<br />
Slaughtering<br />
Five main stages:<br />
1)Antemortem Inspection<br />
2)Stunning<br />
3)Bleeding<br />
4)Dressing<br />
5)Inspection<br />
<br />
1)Ante –mortem Inspection<br />
Brought to slaughter house 24 hours in advance.<br />
Resting.<br />
Inspection for disease, injury, etc.<br />
<br />
2)Stunning<br />
Three methods:<br />
1)Captive bolt: large animals, pithing by long metal rod.<br />
2)Electrical Stunning: Small animals, pass current through animal for at least 7 seconds, leaves animal unconscious for 1 ½ minutes.<br />
3)CO2 stunning: Pigs, pass through tunnel of CO2.<br />
<br />
3)Bleeding<br />
Make a small incision at the neck to cut the main blood vessel.<br />
Remove as much blood as possible as it is ideal medium for bacterial growth.<br />
<br />
4)Dressing<br />
Remove hide, only hair for pigs.<br />
Offal and viscera are removed and carcass is cleaned.<br />
Large animals cut into two parts from the spine<br />
<br />
5)Inspection<br />
Continuous process.<br />
Tagging of carcass and offal may be done.<br />
Done in cooling room under 7C.<br />
<br />
COMPOSITION, STRUCTURE AND BASIC QUALITY FACTORS<br />
<br />
Muscle tissue consists of these major components;<br />
<br />
WATER (75% of muscle tissue)<br />
With such a high percentage of water in meat, you can see why shrinkage can be a big problem in its cooking. Too much moisture loss means dry meat, loss of weight and loss of profit.<br />
<br />
PROTEIN (20% of muscle tissue)<br />
Protein is an important nutrient and the most abundant solid material in meat. Protein coagulates when it is heated. This means it becomes firmer and looses moisture. Coagulation is related to doneness. When protein has coagulated to the desired degree, the meat is said to be done. Too high heat toughens protein.<br />
<br />
FAT (upto 5% of muscle tissue)<br />
Of course there can be more fat surrounding the muscles. A beef carcass can have as much as 30% fat. A certain amount of fat is desirable for 3 reasons.<br />
<br />
1 Juiciness<br />
Marbling is fat that is deposited within the muscle tissue. The juiciness we enjoy in well-marbled beef is due more to fat than to moisture. Surface fat protects the meat (especially roasts) from drying out during cooking as well as in storage. Adding surface fats where they are lacking is called barding.<br />
<br />
2 Tenderness<br />
Marbling separates muscle fibers, making them easier to chew.<br />
<br />
3 Flavour<br />
Fat is perhaps the main source of flavour in meat. A well-marbled prime (top grade) steak tastes ‘beefier’ than the same cut of a lower grade.<br />
<br />
CARBOHYDRATE<br />
Meat contains a very small amount of carbohydrate. When you brown meat, you are in part caramelizing the carbohydrate.<br />
<br />
COLOURING PIGMENTS<br />
COLOUR OF MEAT IS MAINLY DUE TO TWO PIGMENTS I.E. HAEMOGLOBIN AND MYOGLOBIN. BOTH CONTAIN IRON.<br />
HAEMOGLOBIN : PRESENT IN BLOOD. GIVES RED COLOUR TO THE MEAT.<br />
MYOGLOBIN : PRESENT IN FRESHLY CUT MEAT. ON EXPOSURE TO AIR GETS OXIDIZED INTO OXYMYOGLOBIN. <br />
<br />
FLAVOURING AGENTS<br />
CONTRIBUTE TO THE FLAVOUR OF THE MEAT.<br />
THESE ARE MOSTLY BI-PRODUCTS OF LIVING MUSCLE METABOLISM. <br />
<br />
<br />
<br />
STRUCTURE<br />
<br />
Muscle fibers<br />
Lean meat is composed of long, thin muscle fibers bound together in bundles. These determine the texture or grain of a piece of meat. Fine-grained meat is composed of small fibers bound in small bundles. Coarse textured meat has larger fibers. Feel the cut surface of a tenderloin steak, and compare its smooth texture to the rough surface of brisket or bottom round.<br />
<br />
Connective tissue<br />
Muscle fibers are bound together in a network of proteins called connective tissues. Each muscle fiber is also covered in a sheath of connective tissue. It is very important for the cook to understand connective tissue for one basic reason. Connective tissue is tough. To cook meats successfully you should know which meats are high in connective tissue and which are low, and, what are the best ways to make meats tender.<br />
<br />
Meats are highest in connective tissue if;<br />
<br />
a. They come from muscles that are more exercised. Muscles in the<br />
leg, for example, have more connective tissue than muscles in the back.<br />
<br />
b. They come from older animals. Veal is tenderer than meat from a young steer, which in turn is tenderer than meat from an old bull or cow. Young animals have connective tissue but it becomes harder to break down as the animal ages.<br />
<br />
Meats high in connective tissue can be made more tender by using proper cooking techniques. There are two kinds of connective tissue; Collagen, which is white in colour, and Elastin which is yellow.<br />
<br />
Collagen<br />
Moist heat turns collagen into gelatin and water. Moist heat at low temperatures for a longer time is most effective in creating a tender, juicy finished product. Meat in an acid mixture or adding an acid such as tomato or wine to the cooking liquid helps tenderize the collagen.<br />
Enzymes are naturally present in meats. They break down the connective tissue and some other proteins as the meat ages. These enzymes are inactive at freezing temperatures, slow acting under refrigeration, active at room temperature and destroyed by heat above 140°F (60°C).<br />
<br />
Tenderizers are enzymes such as papain (extracted from papaya) that are added to meats by the cook, or injected into the animal before slaughter. Exercise care when using enzyme tenderizers. Too long an exposure at room temperature can make the meat undesirably mushy.<br />
<br />
Elastin<br />
Older animals have a higher proportion of elastin than younger animals. Cooking does not break down elastin. Tenderizing can only be accomplished by removing the elastin (cutting away the tendons) and by mechanically breaking up the fibers as in pounding or cubing the meat, grinding (hamburgers) or slicing the cooked meat thinly against the grain.<br />
<br />
<br />
INSPECTION AND GRADING<br />
<br />
Cooks and food service operators are assisted in their evaluation of meats by a federal inspection and grading system.<br />
<br />
Inspection<br />
1 Inspection is a guarantee of wholesomeness, not of quality or tenderness. It means that the animal was not diseased and the meat is clean and fit for human consumption.<br />
<br />
2 It is indicated by a round stamp.<br />
<br />
3 It is required by federal law – all meat must be inspected.<br />
<br />
Quality grading<br />
Quality grading is based on the texture, firmness and colour of the lean meat, the age or maturity of the animal and the marbling. All these factors must be considered together. For example, old, tough meat can still have marbling but it would rate a low grade because of the other factors.<br />
<br />
Yield grading<br />
In addition to quality grading, beef and lamb are graded according to how much usable meat in proportion to fat they have. The meatiest grade is Yield Grade 1. Poorest grade is Yield Grade 5 (much exterior fat).<br />
Pork is yield graded from 1 to 4 but most pork is sold cut and trimmed. Veal, which has little fat, is not yield graded.<br />
<br />
<br />
AGEING<br />
<br />
Green meat<br />
Soon after slaughter, an animal’s muscles stiffen due to chemical changes in the flesh. This stiffness called rigor mortis gradually disappears. Softening takes place three to four days for beef, less time for smaller carcass like veal, lamb and pork. Enzymes in the flesh cause this softening.<br />
Green meat is meat that has not had enough time to soften. It is tough and relatively flavourless. Since it takes several days for meats to reach the kitchen from the slaughterhouse, green meat is seldom a problem except when meat is frozen while still green.<br />
<br />
Aged meat<br />
Enzyme action continues in muscle tissue even after meat is no longer green. This tenderizes the meat even more and develops more flavour. Holding meats in coolers under controlled conditions to provide time for this natural tenderizing is called ageing.<br />
<br />
Beef and lamb can be aged because high quality carcasses have enough far cover to protect them from bacteria and from drying. Veal had no fat cover so it is not aged. Pork does not require ageing.<br />
<br />
The three major types of ageing are described as follows;<br />
<br />
1 Dry ageing: Ageing does not mean just storing meat in your refrigerator. There is a difference between aged meat and old meat. Temperature must be carefully monitored. Airflow and humidity must be controlled because bacteria will grow on cut surfaces if there is too much moisture. Ultraviolet lights are sometimes used in ageing coolers to kill bacteria and mold<br />
<br />
2 Fast ageing: To speed ageing meat can be held at a higher temperature and humidity for a shorter time. Ultraviolet lights to control bacteria are especially important in fast ageing. Most fast aged meat is sold in the retail market rather than to food service establishments.<br />
<br />
3 Vacuum-pack ageing: The modern trend is to break down carcasses into smaller cuts and wrap them in are and moisture proof plastic bags. This is called Cryovac ageing. The wrapping protects the meat from bacteria and mold, and prevents weight loss due to drying. However Cryovac aged meats often lose more weight in cooking than dry aged meats. Cryovac meats must be refrigerated.<br />
<br />
Ageing increases tenderness and flavour. An off taste is not characteristic of aged meat. If meats smell or tastes spoilt, it probably is. Sometimes meats in Cryovac have a musty aroma when first opened but this disappears soon.<br />
<br />
Ageing costs money. Storage costs, weight loss due to drying, heavier trimming due to dried and discoloured surfaces, all add to the price of aged meat (although Cryovac aged meat costs less than dry ageing). As a meat purchaser you will have to decide how much quality is worth how much cost for your establishment.<br />
<br />
Curing of meat<br />
Major objective is preservation.<br />
It also affects the colour and flavour of the meat.<br />
Originally done for preservation prior to the days of refrigeration.<br />
Curing salt = 96% common salt + 4% nitrite or nitrate of sodium or potassium NaNO3 or KNO3<br />
(antioxidants (BHA) Curing accelerators, Flavor – yeast extracts, color enhancer.<br />
Helps to preserve the colour of the meat.<br />
<br />
Curing of Meat<br />
The prime object of ageing or ripening and use of tenderizers is to increase the tenderness of meat. The curing of meat has additional objectives. Curing brings about the modification of meat that effects preservation, flavour, colour and tenderness due to added curing agents.<br />
<br />
Originally curing was practiced as a means of preservation before the days of refrigeration. The prime purpose of curing is to produce the unique flavoured meat products and a special purpose is to preserve the red colour of meat. Thus, cured beef (corned beef) and cured pork (ham) remain red on cooking while in the uncured condition they become brown.<br />
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The ingredients used for curing are common salt, sodium nitrate or nitrite, sugar and spices. (Curing salt is 96% common salt and 4% sodium nitrate or nitrite). Salt retards microbial growth and gives flavour to the meat. Nitrite fixes the red colour of myoglobin. Nitrite has also a beneficial effect on the flavour of cured meats and an inhibitory effect on clostridium botulism. Sugar helps to stabilize colour, counteract saltiness and also adds flavour. Spices are added mainly for flavour.<br />
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During the curing process, the curing mixture may be rubbed dry on the surface of a cut of meat or the meat may be immersed in a solution of the curing agent. The high osmotic pressure of the external fluid initially draws water and soluble proteins out of the meat. Later, salt diffuses into the meat and binds to the proteins, causing some expelled protein to diffuse back in. This causes a swelling of the meat. The salt-protein complex that forms binds water well. <br />
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Curing has also some detrimental effects during storage. The pink colour of nitrite cured meat changes to brown, in the presence of oxygen. Thus cured meat should preferentially be packed in containers from which oxygen has been excluded (Curing salts enhance oxidation of lipid components and thus reduce shelf life; also there is some concern about the carcinogenic effect of nitrite, particularly when cured meat is heated to a high temperature).<br />
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UNDERSTANDING THE BASIC CUTS<br />
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Meat cuts are based upon two factors;<br />
1 The muscle and bone structure of the meat.<br />
2 Uses and appropriate cooking methods of various parts of the animal.<br />
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Available forms: Carcasses, Partial Carcasses, Primal and Fabricated Cuts.<br />
Beef, lamb, veal and pork may be purchased in some or all of these forms.<br />
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Carcasses<br />
The carcass is the whole animal, minus entrails, head, feet and hide (except pork, which has only the entrails and head removed). Whole carcasses are rarely purchased by food service operators because of the skill and labour required in cutting, and because of the problem of total utilization.<br />
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Sides, quarters, foresaddles, hindsaddles<br />
These represent the first step in breaking down the carcass. Again these larger cuts are no longer frequently used in food service. Fewer establishments are cutting their own meats.<br />
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1 Beef is first split through the backbone into sides. Sides are divided between ribs 12 and 13 into forequarter and hindquarter.<br />
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2 Veal and lamb are not split into sides but are divided between ribs12 and 13 into foresaddle and hindsaddle.<br />
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3 Pork carcasses are not divided in this way. They are cut directly into primal cuts.<br />
Primal or wholesale cuts<br />
These are the primary divisions of quarters, foresaddles, hindssaddles and carcasses. These cuts are still used to some extent in food service, because they are<br />
a. Small enough to be manageable in many food service kitchens.<br />
b. Still large enough to allow a variety of different cuts for different uses or needs.<br />
c. Easier to utilize completely than quarters or halves.<br />
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Each primal cut may be fabricated or cut up or trimmed, in several different ways. They are always the starting point for smaller cuts. <br />
Learn the names of the primals, their location on the carcass, and the most important cuts that come from each. Then whenever you work with a piece of meat, try to identify it exactly and match it with its primal cut.<br />
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Fabricated cuts<br />
Primal cuts are fabricated into smaller cuts for roasts, steaks, chops, cutlets, stewing meat, ground meat and so forth according to customer requirements. Portion controlled cuts are ready-to-cook meats, cut according to customer specifications. Steaks and chops are ordered either by weight per piece or by thickness. Portion control cuts require the least work of all meat cuts. They are also the most expensive per kg. of all categories of cuts.<br />
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Characteristics of good quality beef<br />
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Characteristics of good quality mutton<br />
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CUTS OF MEAT<br />
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COOKING AND HANDLING MEATS<br />
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Tenderness and appropriate cooking methods<br />
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The heat of cooking affects tenderness in two ways.<br />
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1 It tenderizes connective tissue if moisture is present and cooking is slow.<br />
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2 It toughens proteins. Even meats low in connective tissue can become tough if cooked at excessively high heat for too long.<br />
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The principle of low-heat cooking.<br />
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1 High heat toughens and shrinks protein and results in excessive moisture loss. Therefore low heat cooking should be the general practice for most meat cooking methods.<br />
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2 Broiling seems to be the contradiction to this rule. The reason that carefully broiled meat stays tender is that it is done quickly. It takes time for the heat to be conducted to the interior of the meat so the inside never gets very hot. Meat broiled well-done, however, is likely to be dry.<br />
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3 Roasts cooked at low temperature have better yields than those roasted at high heat. That is they shrink less and lose less moisture.<br />
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4 Moist heat penetrates more quickly than dry heat. Meat should be simmered, never boiled.<br />
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Other factors influencing choice of cooking methods <br />
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Fat content<br />
Meats high in fat, such as prime beef or lamb are generally cooked without added fat, such as by roasting and broiling. Meats low in fat, such as veal, should be cooked with added fat to prevent dryness. Sautéing, pan-frying, or braising are preferable to broiling for veal chops.<br />
Fat can be added to lean meats in two ways;<br />
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a. Barding: tying thin slices of fat, such as pork fatback, over meats with no natural fat cover, to protect them while roasting.<br />
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b. Larding: inserting strips of fat with a larding needle into meats low in marbling.<br />
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These two techniques were developed in Europe when meats were much leaner. They are not oftened used with today’s grain-fattened, well-marbled meats. These techniques are valuable techniques, however when cooking lean game such as venison.<br />
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Developing tenderness is not the only goal of cooking.<br />
Other goals are;<br />
a. Developing flavour<br />
b. Preventing excessive shrinkage and nutrient loss<br />
c. Developing appearance<br />
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You will often have to compromise to get a balanced result. For example preliminary browning of a roast at high heat increases shrinkage, but may be desirable for some roasts to develop flavour and appearance.<br />
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Searing and sealing<br />
The purpose of searing meats at high temperatures is to create desirable flavour and colour by browning the meat’s surface. It was long believed that searing the surface of meat seals the pores keeping in the juices. This does not actually happen. Meat does not have pores, but is an open network of fibers. Think of the surface of the steak as resembling the cut end of a thick rope. There are no pores to seal. Roasts cooked from the start at low temperature retain more juices than roasts that are seared at high heat first.<br />
Steaks, chops and cutlets cooked very quickly at high heat drives the juices away from the hot surface into the meat. This permits browning, because moisture would create steam and inhibit browning. However, overcooked steaks will be dry whether or not the steak was seared.<br />
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Blanching and sealing<br />
Dropping the meat into boiling water doesn’t seal it either. What actually happens is this; many proteins dissolve in cold water. When heated these proteins coagulate and become scum or froth on the surface of the water. When meat is placed in boiling water some of the protein coagulates inside the meat and not as much is carried out with the lost moisture. Prolonged cooking will shrink meat as much as if started with boiling water than if started in cold water.<br />
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COOKING FROZEN MEATS<br />
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Some sources recommend cooking some meats from the frozen state without thawing in order to eliminate drip loss that occurs during defrosting. However, it is usually better to thaw before cooking because of the following reasons.<br />
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1 Frozen meats lose no moisture from defrosting but lose more during cooking. The total loss is about the same as for thawed meats. Besides the perception of juiciness depends as much as or more on the fat content than on moisture content.<br />
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2 Cooking frozen meats complicates the cooking process and requires adjustments in procedure. It is possible for roasts to be cooked on the outside but be still frozen in the center. Frozen steaks too are more difficult to cook evenly than thawed steaks. Thawed meats on the other hand are handled like fresh meats.<br />
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3 Cooking frozen meats require extra energy, and energy is expensive. A hard frozen meat may take three times as much as long to cook as a thawed roast.<br />
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DONENESS<br />
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The meaning of the term “doneness” depends on whether the cooking method uses dry or moist heat.<br />
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Dry heat: Meat is done when the proteins have reached the desired degree of coagulation as indicated by internal temperature.<br />
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Moist heat: Meat is done when connective tissue have broken down enough for the meat to be palatable. Meat cooked by moist heat is always well done.<br />
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Dry heat cooking<br />
The object of dry heat cooking is to achieve the desired degree of doneness (protein coagulation) while still preserving natural tenderness and juiciness.<br />
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Degree of doneness<br />
As meat cooks its pigments change colour. These colour changes indicate degree of doneness.<br />
Red meat changes from red to pink to grey or grey-brown.<br />
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Rare: browned surface<br />
thin layer of cooked (grey) meat<br />
red interior<br />
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Medium: thicker layer of grey<br />
pink interior<br />
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Well done: gray throughout<br />
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There are stages in between too.<br />
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White meat changes from pink or gray-pink to white or off white. It is generally cooked well done although many cuts of veal may be considered well done when still slightly pink in the center.<br />
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Interior Temperatures of Cooked Meats<br />
Meat Rare Medium Well done<br />
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Beef 140ºF(60ºC) 160ºF(71ºC) 170ºF(77ºC)<br />
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Lamb 140-150ºF 160ºF(71ºC) 170ºF(77ºC)<br />
(60-66ºC)<br />
Veal _ _ 170ºF(77ºC)<br />
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Pork _ _ 165-175ºF<br />
(74-79º)<br />
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Beef is frequently cooked rare. Most customers prefer lamb cooked medium. Recommended temperature for pork has been lowered. It is no longer considered necessary to cook pork to 185ºF(85ºC) to eliminate the danger of trichinosis.<br />
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Testing doneness<br />
Determining doneness is one of the most difficult and critical aspects of meat cooking. Anyone can put a steak on the grill or a roast in the oven, but it takes experience and skill to take it off the fire at the right time. <br />
Colour change cannot be used by the cook to test doneness, as it would be necessary to cut the meat. Piercing the meat and examining the colour of the juices is no a reliable method.<br />
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Internal temperature<br />
Testing the interior of the meat with a thermometer is the most accurate method of testing doneness. Thermometers are of two types: standard, which is inserted before roasting and left in the roast; and instant-read, which is inserted at anytime, read as soon as the needle stops moving and pulled out. Whatever thermometer you use make sure it is clean and sanitary before inserting into the meat.<br />
The tip of the thermometer should be inserted into the center of the thickest part, not touching fat or bone.<br />
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Carry-over cooking<br />
Internal temperature continues to rise even after the meat is removed from the oven. This is because the outside of roasting meat is hotter than the inside. This heat continues to be conducted into the meat until it is equalised throughout the roast. Carry-over cooking can raise internal temperatures from 5ºF (3ºC) for small cuts to as much as 25ºF (14ºC) for very large roasts, such as a steamship round. Usual range is 10-15ºF (6-8ºC) for average roasts. Exact temperature change depends on the size of the cut and on the oven temperature.<br />
Remove roasts from the oven when internal temperature is 10-15ºF (6-8ºC) below desired reading. Let roast stand 15-20 minutes before slicing. For example a beef rib cooked rare should be removed from the oven when the thermometer reads 125-130ºF (52-54ºC). Carry-over cooking will bring the temperature to 140ºF (60ºC) after the roast has stood for 30 minutes.<br />
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STORAGE<br />
The quality if the finished product depends not only on proper selection of meats but on proper storage as well. Fresh meat is highly perishable. The high cost of meats makes it essential to avoid spoilage.<br />
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Fresh meats<br />
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1 Check purchases on arrival, to ensure that the meat is of good quality.<br />
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2 Do not wrap tightly. Bacteria and mold thrive in moist, stagnant places. Air circulation inhibits their growth. Store loosely, but cover cut surfaces with plastic wrap to prevent excessive drying. <br />
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3 Do not open Cryovac-wrapped meats until ready to use. <br />
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4 Store at 32-36ºF (0-2ºC). Meat does freeze until 28ºF (-2ºC).<br />
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5 Keep meats separate in cooler and on work table to avoid cross contamination.<br />
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6 Use as soon as possible. Fresh meats keep well for only 2-4 days. Ground meat keeps even less well because so much surface is exposed to bacteria. Cured and smoked products may keep upto a week.<br />
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7 Do not try to rescue meats that are going bad by freezing them. Freezing will not improve the quality of spoiling meat.<br />
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8 Keep coolers clean.<br />
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Frozen meats<br />
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1 Wrap frozen meats well to prevent freezer burn.<br />
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2 Store at 0ºF (-18ºC) or colder.<br />
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3 Rotate stock – first in, first out. Frozen meats do not keep indefinitely. Recommended shelf life, at 0ºF (-18ºC), of beef, veal and lamb – 6 months; for pork – 4 months. Pork fat turns rancid easily in the freezer.<br />
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4 Defrost carefully. Tempering in the refrigerator is the best. Defrosting at room temperature encourages bcterial growth.<br />
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5 Do not refreeze thawed meats. It increases loss of quality.<br />
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6 Keep freezers clean.<br />
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RIGOR MORTIS<br />
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Rigor Mortis is a condition that occurs in the body soon after death. This is characterized by muscle spasm and the stiffening of muscles and occurs not only in Human beings but also in animals.<br />
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We know that all living beings respire and there are two types of respiration, aerobic and anaerobic. Aerobic respiration takes place in the presence of Oxygen and the end product is Carbon Dioxide. This would take place normally and produces ATP (Adenosine Try Phosphate), which is a high chemical bond energy compound derived from Amino Acids and provide energy for body functions.<br />
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Anaerobic respiration takes place in the absence of oxygen and its end product is Ethyl Alcohol. In animals, the end product of anaerobic respiration is Lactic Acid which when accumulated in the carcass decreased the pH and stiffens the muscles.<br />
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In living animals, the myoglobin stores oxygen in the muscles. When the animal is slaughtered, the external source of oxygen is cut off and the tissues use the stored oxygen to continue aerobic respiration and subsequent ATP and Carbon Dioxide production. Within a few minutes, the store of oxygen is depleted and the tissues now opt for anaerobic respiration, which then results in the accumulation of Lactic Acid in the muscles. Hence the acidity of the cells increases and the pH decreases. This in turn causes the muscles to stiffen. This condition is known as Rigor Mortis. This condition is aided by the fact that the supply of ATP is cut off and hence there is no energy for the tissue to work. The Lactic Acid gradually breaks up into lactate and water and indicates the end of Rigor Mortis and the production of water. This is characterized by bloating of the carcass.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com3tag:blogger.com,1999:blog-7469652107880517667.post-876832240770384732011-01-29T02:43:00.000-08:002011-01-29T02:43:03.364-08:00menu for 3-4-7-8 febmenu for these days:<br />
Prawn Cocktail<br />
Veal escalopes with pepper sauce and buttered flat pasta<br />
Sauteed courgette and carrots with herbs<br />
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the recipe for pepper sauce will be sent later on when we do chicken.<br />
do not leave any page for that.<br />
all the best fot the second test!<br />
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Prawn cocktail No. of Portions 4<br />
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Ingredients QTY Unit<br />
Prawns 400 Gm<br />
Mayonnaise sauce 200 Ml<br />
Tomato ketchup 2-3 Tsp<br />
Capsico / tobasco sauce 2 Tsp<br />
Salad leaves 2-3 No.<br />
Cucumber 50 Gm<br />
Tomato 50 Gm<br />
Egg 1 No.<br />
Stuffed olives 2-3 No.<br />
Lime 1 No.<br />
Fresh cream 2-3 Tsp <br />
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Pre-preparations: <br />
1. Wash and keep aside 4 whole prawns aside for garnish. Devein them. Shell, devein and wash remaining prawns.<br />
2. Shred salad leaves. Dice cucumber and tomato.<br />
3. Hard boil egg. Shell and slice.<br />
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Steps:<br />
1. Cook all prawns in water, salt and little lime juice. Drain and cool.<br />
2. 22 Prepare cocktail sauce by mixing together mayonnaise, tomato ketchup and tobasco or capsico sauce. Mix shelled prawns keeping some cocktain sauce aside. <br />
To assemble : in a cocktain cup, place the following in the same sequence - tomato and cucumber <br />
- salad leaves<br />
- prawns + cocktail sauce <br />
Mix together fresh cream and cocktail sauce to make it thiner. Mask the prawn mixture with this to get a smooth surface.<br />
Place a slice of egg over with a slice of stuffed olive at the centre; a wedge or ring of lime on the rim of glass; a whole cooked prawn with the head facing outside and heart of lettuce. Serve chilled. <br />
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Standard: Tender cooked prawns, mixed with light pink coloured, well-seasoned tangy mayonnaise; garnished with roundel of hardboiled egg, heart of lettuce, a wedge of lime, deveined & cooked whole prawn and a roundel of stuffed olive. Serve chilled.<br />
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Veal escalopes with buttered flat pasta No. of Portions 4<br />
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Ingredients QTY Unit<br />
Tenderloin of beef 500 Gm<br />
Salt To taste <br />
White pepper powder To taste <br />
Worcestershire sauce 10 Ml<br />
Seasoned flour 20 Gm<br />
Egg 1 No.<br />
Dry brown bread crumbs 50 Gm<br />
Parsley A sprig <br />
Oil To fry <br />
Flat pasta (tagliatelli) 200 Gm<br />
Butter 30 Gm<br />
Garlic 10 Gm <br />
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Pre-preparations:<br />
1. Trim the tenderloin and cut into slices.<br />
2. Flatten the veal slices into round shapes (escalopes).<br />
3. Marinade with salt, pepper and Worcestershire sauce.<br />
4. Dust with seasoned flour, dip in egg wash and coat with bread crumbs.<br />
5. Re-shape if necessary.<br />
Method:<br />
1. Heat sufficient oil in a frying pan.<br />
2. Shallow fry escalopes on both sides till evenly browned, drain and keep on an absorbent paper.<br />
For pasta:<br />
1. Boil sufficient water. Add salt, add pasta and cook till al dente.<br />
2. Drain and refresh with cold water.<br />
3. Drain again and sprinkle little oil and mix. Alternatively, keep in ice cold water. <br />
4. Heat butter. Add chopped garlic, add drained pasta.<br />
5. Season and toss to mix.<br />
To serve:<br />
1. Place a portion of pasta on a plate and arrange the escalopes on the side. <br />
2. Garnish with a sprig of parsley and drizzle with demi glace on the side.<br />
Standard:<br />
Neatly and evenly shaped roundels of veal (4”-5” in diam.), evenly browned and crisp surface crust. Meat should be tender and moist and adequately seasoned. Pasta should be al dente with a distinct flavour of garlic. Served hot.<br />
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Sautéed courgette and carrot with mixed herbs No. of Portions 4<br />
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Ingredients QTY Unit<br />
Courgettes 200 Gm<br />
Carrots 50 Gm<br />
Spring onion 2 Bulbs<br />
Salt To taste <br />
White pepper powder A pinch <br />
Mixed herbs-dry 2 gm (1 tsp)<br />
Butter 30 Gm<br />
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Pre-preparations:<br />
1. Wash and trim the courgette.<br />
2. Peel and slice the carrot.<br />
3. Dice the bulb and stem of the spring onion.<br />
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Method:<br />
1. Parboil the carrot, drain and keep aside.<br />
2. Heat the butter in a pan.<br />
3. Add the courgette and spring onion bulbs.<br />
4. Add the carrot and stir fry for a couple of minutes.<br />
5. Season with salt and add pepper & herbs. Mix well.<br />
6. Make sure the vegetables are just done.<br />
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To serve:<br />
Place on a plate along with main course.<br />
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Standard:<br />
Neately and evenly cut vegetables, must retain their colours and texture. Adequately seasoned and well flavoured with mixed herbs.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com1tag:blogger.com,1999:blog-7469652107880517667.post-75989787623140178102011-01-22T00:59:00.000-08:002011-01-22T00:59:00.572-08:00menu for the 27-28-31 jan and 1-2 feb 2011Consomme Clermont<br />
Hungarian goulash<br />
Fondant potatoes<br />
Carrot and celery salad<br />
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Croissants<br />
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DO NOT WRITE THE CONSOMME RECIPE AGAIN, BUT MENTION IT IN THE INDEX<br />
AND WRITE THE NEW DATE IN THE DATE COLUMN, WRITE THE OLD PAGE NUMBER<br />
IN THAT COLUMN.<br />
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Hungarian goulash No. of Portions 4<br />
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Ingredients QTY Unit<br />
Tenderloin of beef 500 Gm<br />
Onion 30 Gm<br />
Carrot 30 Gm<br />
Turnip 20 Gm<br />
Tomato 50 Gm<br />
Red capsicum 20 Gm<br />
Green capsicum 20 Gm<br />
Tomato puree 30 Ml<br />
Salt, white pepper powder To taste <br />
Refined flour 30 Gm<br />
Paprika (or mild red chilly pwd.) ½ Tsp<br />
Butter 20 Gm<br />
Oil 20 Ml<br />
Red wine 50 Ml<br />
Worcestershire sauce 5-10 ml<br />
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Pre-preparations:<br />
1. Peel and cut onion, carrot and turnip into cubes.<br />
2. Blanch and quarter tomatoes. Mix the pulp with the puree.<br />
3. Deseed and cut red & green capsicum in cubes.<br />
4. Mix together refined flour, salt, white pepper powder and paprika.<br />
5. Clean, trim and cut tenderloin into cubes. Marinade with salt, pepper and Worcestershire. Keep aside for 10-15 min., then dust with seasoned flour (step 4).<br />
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Method: <br />
1. Heat oil and butter. Add capsicum and remove. <br />
2. In the same pan, sear the meat and remove. Keep aside.<br />
3. In the same pan, sauté onion, carrot and turnip. Add meat and pour in some water / stock. <br />
4. Cook till meat is almost done. Add tomato puree. <br />
5. At the end, stir in the wine, adjust seasoning and finally add the capsicums. <br />
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To serve:<br />
Serve hot with an accompaniment of some starch like potatoes, rice or pasta.<br />
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Standard:<br />
Reddish brown in colour. Meat should be tender, moist, succulent. Vegetables neatly cut , must maintain colour and shapes. Gravy medium thick and adequately seasoned.<br />
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Carrot and celery salad No. of Portions 4<br />
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Ingredients QTY Unit<br />
Carrots 150 Gm<br />
Celery 50 Gm<br />
Raisins 10 Gm<br />
Iceberg lettuce 4 Leaves<br />
Mayonnaise sauce 6-7 Tblsp<br />
Walnuts 20 Gm<br />
Fresh cream 15 Ml <br />
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Pre-preparations: <br />
1. Peel and grate carrots. Chop celery finely.<br />
2. Break walnuts into medium size pieces.<br />
3. Mix a little mayonnaise with fresh cream and keep aside.<br />
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To assemble:<br />
1. Mix carrots and celery – keep some celery aside for garnish and half the raisins to the mayonnaise.<br />
2. Arrange salad leaves on a serving dish and place the salad on them.<br />
3. Pour the mayonnaise and fresh cream mixture over the arranged salad and mask it well.<br />
4. Serve chilled garnished with walnuts and remaining celery & raisins.<br />
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Standard:<br />
Grated carrots and finely chopped celery mixed with adequately seasoned mayonnaise, served chilled.<br />
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Fondant Potatoes No. of Portions 4<br />
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Ingredients QTY Unit<br />
Large potatoes 400 Gm<br />
Salt To taste <br />
Butter 30 Gm<br />
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Pre-preparation: <br />
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Method: <br />
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1. Peel the potatoes. Cut into halves or quarters and turn them.<br />
2. Reserve the trimmings for other dishes.<br />
To serve:<br />
Use as an accompaniment. <br />
1. Boil the potatoes, when done; drain & keep aside.<br />
2. Melt the butter in a frying pan & on a slow flame, glaze the potatoes without colouring them.<br />
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Standard:<br />
Potatoes must be cooked without breaking up. Glazed & served hot.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com0tag:blogger.com,1999:blog-7469652107880517667.post-59339223361617705922011-01-16T05:55:00.001-08:002011-01-16T05:55:58.157-08:00message & mail handling - FOmessage & mail handling - FO<br />
MESSAGE HANDLING<br />
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.<br />
There are only two ways that a person can contact an in-house guest. <br />
(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.<br />
(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. <br />
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MESSAGE SLIP<br />
To ___________________________ Room No _______<br />
Date ________________ Time __________<br />
DURING YOUR ABSENCE<br />
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Mr / Mrs / Ms ___________________________________________<br />
Of _____________________________________________________<br />
Tel No __________________________<br />
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Called by Telephone<br />
Please call him/her<br />
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Came to see you<br />
Will return<br />
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Wants to see you<br />
Urgent<br />
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MESSAGE _____________________________________________________<br />
______________________________________________________________<br />
______________________________________________________________<br />
______________________________________________________________<br />
Received by __________________________________<br />
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MAIL HANDLING<br />
Importance :<br />
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.<br />
Types of mail - Incoming & Outgoing, Ordinary & Registered :<br />
Basically while discussing there are two types of mail. Incoming & Outgoing.<br />
Incoming Mail :<br />
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.<br />
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.<br />
(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.<br />
(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.<br />
(3) GUEST MAIL : Any mail that is left is supposed to be guest mail<br />
Guest Mail may belong to any one of the following categories<br />
(1) Present Guest Mail<br />
(2) Past Guest Mail<br />
(3) Future guest Mail<br />
(4) Wrongly Addressed Mail<br />
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PRESENT GUEST MAIL<br />
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<br />
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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)<br />
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PAST GUEST MAIL<br />
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.<br />
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.<br />
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FUTURE GUEST MAIL<br />
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.<br />
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.. <br />
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Outgoing Mail :<br />
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. <br />
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.<br />
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. <br />
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.<br />
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PAGING<br />
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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’<br />
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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.<br />
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PROCEDURE FOR PAGING<br />
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1. Page Board System:<br />
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.<br />
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Disadvantages: <br />
• Time consuming- if the guest does not specify his location page board will have to be carried to all public areas of the hotel.<br />
• When bell boy moves with the board and the bells are ringing, he might disturb many guests in the area.<br />
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2. Channel Music Or Public Address System:<br />
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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.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com0tag:blogger.com,1999:blog-7469652107880517667.post-27705567701412784612011-01-16T05:54:00.001-08:002011-01-16T05:54:16.771-08:00front office( do check the topics which u want to study)front office<br />
DIFFERENT RACKS USED IN THE FRONT OFFICE<br />
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1. INFORMATION RACK:<br />
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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.<br />
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2. ROOM RACK<br />
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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.<br />
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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.<br />
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3. MAIL AND KEY RACK<br />
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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.<br />
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.<br />
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.<br />
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LUGGAGE CONTROL AND BELLBOYS CONTROL<br />
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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.<br />
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ACTIVITIES AT THE BELL DESK ON ARRIVAL:<br />
1. Bell boy returns to the bell desk with errand card and hands it over to the bell captain.<br />
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.<br />
3. Bell boy escorts the guest to the room with the luggage.<br />
4. Places luggage on the luggage stand or as directed by the guest.<br />
5. Returns to the bell desk and punches time of return on the errand card.<br />
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.<br />
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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.<br />
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ROOM SELLING TECHNIQUES<br />
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UPSELLING ROOMS<br />
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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.<br />
1. The choice - of - door technique<br />
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.<br />
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2. The Door-in-the-face technique<br />
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.<br />
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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.<br />
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3. The Foot-in-the-Door Technique<br />
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.<br />
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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<br />
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(a) provide better services to the guests by offering choices<br />
(b) Increase rooms revenue for the hotel.<br />
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Upselling techniques<br />
1. Know the product<br />
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2. Control the encounter<br />
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?”<br />
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3. Sell high, but avoid high-pressure selling techniques<br />
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4. Always quote the full rate plus tax<br />
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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 ---<br />
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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.<br />
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“We have double rooms for Rs.6500/- but the ones with the new minibar are Rs.6,800/- “<br />
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7. Ask for the sale<br />
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.<br />
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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.”<br />
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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”.<br />
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10. Try to anticipate the guest’s needs and offer services, suggestions, and assistance.<br />
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REGISTRATION<br />
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INTRODUCTION :<br />
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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. <br />
The registration procedure differs for the different categories of the guests, like guests with reservation, without reservation, foreigners, groups, etc.<br />
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 :<br />
1. To provide guest information to he hotel.<br />
2. To fulfill legal requirements.<br />
3. To provide mode of payment.<br />
4. To provide information about the date of departure.<br />
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A registration process is based on the following four concepts.<br />
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.<br />
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.<br />
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.<br />
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.<br />
VARIOUS TYPES OF REGISTRATION RECORDS : <br />
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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’. <br />
• The register can be a ‘Bound Book Register’ which is normally used by small hotels. Thick book which can be used for long time. <br />
Merits :<br />
1. All records are available in one book.<br />
2. No filing is required.<br />
3. Wastage is minimum.<br />
Demerits :<br />
1. Only one guest can register at a time.<br />
2. It is bulky and difficult to carry to other departments.<br />
3. Being very bulky and used for long period, it looks shabby on the counter.<br />
4. Privacy can not be maintained.<br />
5. Pre-registration not possible.<br />
6. If the book is misplaced all the record is lost.<br />
• 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.<br />
Merits :<br />
1. To some extent privacy is maintained.<br />
2. Easy to hand over to customer to write details.<br />
3. If one sheet is lost only one day’s record is lost.<br />
Demerits : <br />
1. It can be very easily misplaced.<br />
2. If for a day, one full sheet is not completed, the rest goes waste.<br />
3. Only one guest can register at a time.<br />
4. Filing becomes an additional job.<br />
• Individual guest registration cards are most widely used in hotels these days. They may be duplicate or triplicate depending on the hotel<br />
Merits :<br />
1. Many guests may be registered at the same time.<br />
2. Privacy can be maintained.<br />
3. Storage is easy.<br />
4. No wastage.<br />
5. Guests can be pre registered.<br />
6. More mobile.<br />
Demerits :<br />
1. Expensive.<br />
2. If not properly stored, may be lost.<br />
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DOCUMENTS GENERATED IN THE REGISTRATION PROCESS :<br />
1. Registration Card : Used to collect guest personal data.<br />
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.<br />
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.<br />
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.<br />
5. Other Support Documents :<br />
a) Arrival notification slips : These slips are prepared and distributed to all the concerned departments.<br />
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).<br />
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TYPES OF REGISTRATION SYSTEMS :<br />
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.<br />
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.<br />
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.<br />
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CREATIVE OPTIONS IN REGISTRATION<br />
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Hotels have experimented with different techniques to make registration more efficient and effective.<br />
Techniques tried with varying degree of success include :<br />
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.<br />
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.<br />
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.<br />
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. <br />
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FLOW OF ACTIVITIES AT THE SELF-REGISTRATION TERMINAL <br />
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1. Guest enters his reservation confirmation number or valid credit card.<br />
2. Terminal reads information from the magnetic strip, passes the information to hotel computer to locate the reservation record.<br />
3. Terminal prompts the guest to feed in additional data with the help of key pad.<br />
4. Computer which is interfaced with computerised room management system, enables automatic room and rate assignment.<br />
5. Some terminals print & request the guest to sign the registration card & deposit it in a card drop box.<br />
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.<br />
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REGISTRATION<br />
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Registration procedure can be divided into six steps -<br />
1. Pre-registration activity<br />
2. Creating a registration record<br />
3. Assigning the room and rate<br />
4. Establishing the method of payment<br />
5. Issuing the room key<br />
6. Fulfilling special request<br />
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Pre-registration activity<br />
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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.<br />
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.<br />
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The registration record<br />
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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.<br />
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Flow of guest registration information:<br />
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Room rack slip<br />
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POS charge status<br />
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Guest folio slip <br />
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Registration record <br />
Housekeeping schedule<br />
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Information rack slip Guest history card<br />
Room and rate assignment<br />
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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.<br />
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I. Room status<br />
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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.<br />
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Computers<br />
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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.<br />
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Room rates<br />
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A room rate is the price a hotel charges for overnight accommodation.<br />
Rack rate – standard rate for each room.<br />
Food plans – room rate is inclusive of breakfast, lunch or dinner. Eg. Continental plan, European plan, American plan, Bermuda plan, modified American plan.<br />
Special rates – these are discounted rates.<br />
• Commercial or corporate rate – for frequent guests<br />
• Complimentary – for business promotion<br />
• Group rates – for groups, tour operators etc.<br />
• Family rates – for families with children under 12.<br />
• Day rates – hourly rate generally for a minimum of four hours. Applicable only during slack seasons.<br />
• Package plan rates – room rate includes room rent and some facilities.<br />
• 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.<br />
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Room locations<br />
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.<br />
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II. Future blocks<br />
Future blocks implies the showing of reservations on charts. Example: advance letting chart, density chart etc.<br />
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III. Methods of payment<br />
Hotels accept different modes of payment such as cash, credit card, direct billing, special programmes and groups. Hotels have policies regarding the different modes. <br />
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IV. Issuing the room keys<br />
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.<br />
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V. Fulfilling special request<br />
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.<br />
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VI. Creative options in registration<br />
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.<br />
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VII. Self registration<br />
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. <br />
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VIII. When guest cannot be accommodated<br />
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.<br />
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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.<br />
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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.<br />
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Guests with guaranteed reservation:<br />
• Review all front office transactions to ensure full occupancy.<br />
- accurate counts of occupied rooms, compare room racks.<br />
• Telephone due outs/ expected check outs.<br />
• Check the condition of Out Of Order rooms.<br />
• Identify pre- blocked rooms.<br />
• Guests are encouraged to return to the hotel as VIPs.<br />
• Management should prepare a follow up letter.<br />
• For members of a convention, the planner should be informed.<br />
• In case of a tour group, tour operator should be informed.<br />
• If no room is available in the hotel guest can be sent to another hotel.<br />
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REGISTRATION SITUATIONS<br />
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DNS (Did Not Stay):<br />
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.<br />
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.<br />
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DNA (Did Not Arrive):<br />
At the end of the day, the receptionist should take following steps:<br />
1. Check for reservation slips in the reservation rack.<br />
2. Check the room rack to verify that the guest has not checked-in already.<br />
3. Double check the arrival dates.<br />
4. Check with the airline company for delay in the flight (if flight no. is given)<br />
5. Time stamp the reservation form and attach it with folio card (in case of advance payment), mark it as ‘DNA’.<br />
6. These reservation forms are kept with the next day’s reservations as the guaranteed reservation guest may arrive the next day.<br />
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RNA (Registered Not Assigned):<br />
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.<br />
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PIA (Paid In Advance):<br />
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.<br />
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.<br />
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No Information:<br />
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.<br />
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Signature check in:<br />
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.<br />
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ARRIVAL PROCEDURE<br />
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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. <br />
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FRONT OFFICE MEMORANDUM<br />
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Time filed Transferred<br />
From last sheet Memorandum Time completed Transferred to next sheet<br />
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FRONT OFFICE LOG BOOK<br />
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S.No. Particulars Time<br />
(given) Time<br />
(completed) Completed by Transferred<br />
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REGISTRATION CARD<br />
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IX. Name ________________________________________________________________________________<br />
Surname first name<br />
Arriving from _______________________ Company Design. _____________________________<br />
Next destination _____________________ Organisation _________________________________<br />
Date of birth ________________________ Address ______________________________________<br />
Residential address __________________ __________________________________________<br />
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Arrival on ______ Dep. On __________ FOR FOREIGNERS<br />
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PURPOSE OF VISIT Date of arrival in India:_____________<br />
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Business 0Conference 0 Leisure Duration of stay in India:__________<br />
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MODE OF PAYMENT Passport no. _______________________<br />
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0Cash 0Travellers cheque 0 BTC 0voucher Nationality _______________________<br />
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Credit card 0Visa 0Master card 0Amex0Diners Date of issue:_____________________<br />
Credit card no. _______________________ Place of issue:____________________<br />
Expiry date _________________________ Certificate of registration<br />
(Only for foreigners residing in India)<br />
No. ___________________________<br />
Bill to _____________________________ Date: __________________________<br />
Room to be charged to ______________ Issued at: ______________________<br />
Room types_________ Room no.________<br />
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Room rate No. of guests Room type<br />
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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.<br />
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Signature of the receptionist _____________ Guest’s signature ________________<br />
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AMENITIES VOUCHER<br />
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Date: ___________<br />
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From : Front Office<br />
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To : Room Service / Housekeeping / Pantry<br />
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Please supply:<br />
0 fruit basket ( small / large / special)<br />
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0 flower arrangement (small / large)<br />
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0 bottle of wine<br />
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To _________________ Room no. ______________ at ________________________<br />
(Guest’s name) (time)<br />
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Authorised by ___________________________________________________________<br />
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Card to be attached of __________________ Signature ______________________<br />
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Copies: 1. Room service/ Pantry / Housekeeper<br />
2. F & B Controls<br />
3. File copy<br />
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KEY CARD<br />
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Guest name ___________________________________________________________<br />
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Room no. ______________________________________________________________<br />
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Arrival Date __________________ Departure date ___________________________<br />
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Signature of the guest _______________________<br />
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Room key, on presentation of this card.<br />
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Purpose: This card is an authorization for guest to collect key.<br />
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MOVEMENT LIST<br />
X. <br />
Date: __________________ Day:____________________________<br />
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S no. Name Arr.flt.<br />
No. Room no. No. of persons Instructions Departure date Booked by<br />
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BELL BOYS ERRAND CARD<br />
(ARRIVAL)<br />
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Room no. Name:<br />
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Items No. of pieces<br />
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Suite case <br />
Brief case <br />
Hand bag <br />
Suit hanger <br />
Others <br />
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FOR OFFICE ONLY <br />
Company <br />
Contact <br />
Departure date <br />
Remarks <br />
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BELL CAPTAIN <br />
LOBBY MANAGER<br />
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ROOM CHECKLIST <br />
AC operation Mini bar flask<br />
Music Leather folder<br />
Television Bath robe<br />
Brass ashtray – 2L, 2 S Mini <br />
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Lobby attendant Time: Date:<br />
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LOBBY ATTENDANT ERRAND CARD<br />
(Departure)<br />
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Room no: Name:<br />
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Items No. of pieces<br />
Suit case <br />
Brief case <br />
Hand bag <br />
Suit hanger <br />
Others <br />
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ROOM CHECK LIST <br />
Brass ashtrays – 2L, 2S Bath robe<br />
Mini bar flask Leather flask<br />
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DEPARTURE<br />
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INFORMATION RECEPTION CASHIER<br />
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Lobby attendant: Time: Date:<br />
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BELL CAPTAINS CONTROL SHEET<br />
Sheet no. _____<br />
Captain ________________<br />
Date __________________ Shift from_________ To __________________<br />
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FIT DEPARTURE PROCEDURE<br />
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AT THE RECEPTION:<br />
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• The receptionist receives the errand card.<br />
• Check name on the expected departure list.<br />
• Inform the housekeeping control desk.<br />
• Notes down the name of the housekeeping staff and time informed in the departure intimation register.<br />
• Checks for the room key and signs on the errand card.<br />
• Informs telephone.<br />
• Informs room service.<br />
• Updates room rack (slip folded in half) and information rack.<br />
• Enters details in an alphabetical order in the register against the guest name.<br />
• Enters details in the arrival / departure register.<br />
• Keep registration card for filing.<br />
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AT THE CASHIER’S DESK:<br />
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• The cashier checks the guest folio for any unposted vouchers.<br />
• Calls up the room service, coffee shop for any last minute billing.<br />
• Updates bills and checks billing instructions.<br />
• Checks all entries against the vouchers and arranges them date-wise.<br />
• Presents the bill to the guest to check and rectify(approve) charges. Also reconfirm the billing instructions.<br />
• Queries if any are answered and vouchers are presented.<br />
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Bell desk<br />
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Bell desk / Bell stand / Porter’s lodge<br />
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.<br />
There are bell boys/ porters/ page boys working under the bell captain.<br />
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This small desk is located:<br />
• In the lobby<br />
• In front of the front desk<br />
• Near the entrance<br />
• Near the luggage elevator<br />
The ‘left luggage room is located next to this small desk.<br />
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Bell desk communicates with:<br />
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1. Doorman<br />
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2. Reception/ Information/ CashierS<br />
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3. Lobby manager<br />
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XI. Functions performed<br />
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1. Paging of guests.<br />
2. Handling mail & messages for in-house guests.<br />
3. collection of room keys from the guest at the time of departure & depositing at the reception.<br />
4. Handling and distribution of newspapers & magazines.<br />
5. Attending outside calls.<br />
6. Postage stamps and outgoing mail.<br />
7. Handling other services like door service, car parking, crew/ group wake call service.<br />
8. Helping lobby manager to check discrepant rooms.<br />
9. Handling and storage of luggage left by the guest for temporary storage.<br />
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XII. Basic equipment used<br />
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1. Luggage trolley<br />
2. Intercom telephones<br />
3. Postage scales<br />
4. Date & time stamping machines<br />
5. Stamp folder<br />
6. Luggage net<br />
7. Paging board<br />
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LEFT LUGGAGE FACILITY<br />
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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:<br />
* On arrival : The guest may not need all the luggage, he is carrying with him to his room.<br />
* 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.<br />
This service is provided only to hotel residents.<br />
Conditions Applied for Accepting Left Luggage : <br />
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.<br />
Hotel shall not be responsible for the luggage after 30 days of storage.<br />
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.<br />
No edibles, explosives or inflammable material should form a part of the content of goods being given for storage.<br />
Guests are requested to ensure that the baggage handed over for storage is properly locked and secured.<br />
Guests are requested to sign the register in the left luggage room at the time of handing over and receiving their baggage.<br />
In some cases, a fixed charge per piece per day will be levied for each baggage occupied for storage.<br />
Baggage will be handed over only on the production of baggage check.<br />
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INFORMATION DESK<br />
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Front office staff must know the following points :<br />
Hotel Product Check List<br />
• Room number and location of each room : floor and access.<br />
• Type of accommodation available : single, double, twin, etc.<br />
extra bed etc.<br />
• Additional facilities : Terrace, private balcony, Jacuzzi, etc. <br />
• Room facilities : Telephone, mini bar, channel music, fax machine, etc.<br />
• State of furnishings : Newly redecorated, good, poor, old fashioned, etc.<br />
• Fire emergency drill.<br />
• Hotel rates : per person, per day, per room, etc.<br />
• Details of tariff : Half board, full board, B.P., etc.<br />
• Special tariffs : High / mid / low season, festival season, discount rates.<br />
Standing Arrangements :<br />
• Service charges. <br />
• Reservation deposit policy.<br />
• Price and service times of all meals in the restaurant.<br />
• Room and floor service facilities & charges.<br />
• Policy for pets and dogs.<br />
• Car parking, garage, petrol, car repairs facilities.<br />
• Telephone call charges.<br />
• Corkage charges.<br />
• Liquor, cigarettes and snacks service time and charges.<br />
• Cheque, traveler’s cheque and personal cheque policies.<br />
• Credit card policy<br />
• Travel agents and company business policy.<br />
Hotel facilities :<br />
• Number and position of public cloak room, staircases, elevators, etc.<br />
• Position and amenities of lounge, TV room or reading room, restaurants, etc.<br />
• Opening and closing hours of bar, games room, health club, swimming pool, etc.<br />
• Provision for packed food, early dinner, late supper.<br />
• Banqueting and conference facilities.<br />
• Theater tickets, taxi hire, car hire, laundry, dry cleaning, etc.<br />
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GUEST COMPLAINT HANDLING<br />
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How to handle complaints:<br />
1. Listen carefully<br />
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.<br />
2. Clarify<br />
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.<br />
3. Think about your guest wants<br />
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.<br />
4.Think how you can help<br />
Considering the nature of the problem and the complaint, decide the plan of action quickly.<br />
5. Act immediately<br />
Take immediate action and take the action in front of the guest so that he feels that he is taken care of.<br />
6. Follow-up<br />
Merely taking action is not sufficient, so follow-up with the other departments, if the complaint has been handled.<br />
7. No false promises<br />
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.<br />
8. Ask senior<br />
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.<br />
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MAIL HANDLING<br />
Importance :<br />
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.<br />
Types of mail - Incoming & Outgoing, Ordinary & Registered :<br />
Basically while discussing there are two types of mail. Incoming & Outgoing.<br />
Incoming Mail :<br />
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.<br />
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.<br />
(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.<br />
(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.<br />
(3) GUEST MAIL : Any mail that is left is supposed to be guest mail<br />
Guest Mail may belong to any one of the following categories<br />
(1) Present Guest Mail<br />
(2) Past Guest Mail<br />
(3) Future guest Mail<br />
(4) Wrongly Addressed Mail<br />
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PRESENT GUEST MAIL<br />
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<br />
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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)<br />
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PAST GUEST MAIL<br />
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.<br />
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.<br />
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FUTURE GUEST MAIL<br />
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.<br />
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.. <br />
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Outgoing Mail :<br />
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. <br />
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.<br />
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. <br />
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.<br />
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PAGING<br />
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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’<br />
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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.<br />
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PROCEDURE FOR PAGING<br />
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1. Page Board System:<br />
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.<br />
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Disadvantages: <br />
• Time consuming- if the guest does not specify his location page board will have to be carried to all public areas of the hotel.<br />
• When bell boy moves with the board and the bells are ringing, he might disturb many guests in the area.<br />
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2. Channel Music Or Public Address System:<br />
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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.<br />
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SAFE CUSTODY OF GUEST VALUABLES<br />
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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.<br />
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:<br />
1. The property was lost or damaged in spite of the fact that they were given for safekeeping.<br />
2. The hotel refused to accept guest’s valuables for safekeeping and later they were lost or stolen.<br />
3. The hotel failed to display a notice in a prominent place and the guest was not aware of this facility.<br />
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PROCEDURE<br />
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1. COMMON SAFE:<br />
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.<br />
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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.<br />
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2. INDIVIDUAL SAFE DEPOSIT LOCKERS:<br />
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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.<br />
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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.<br />
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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.<br />
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SAFE DEPOSIT FORM:<br />
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ASSIGNED TO:__________________ SAFE DEPOSIT BOX NO.:___________<br />
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ROOM DATE TIME CASHIER GUEST<br />
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I HEREBY AUTHORIZE THE PERSON, WHOSE SIGNATURE IS SHOWN IN THE BOX ABOVE, TO HAVE THE ACCESS TO THE LOCKER.<br />
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GUEST SIGNATURE DATE TIMES OPENED CASHIER<br />
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A CHARGE OF RS.500/- WILL BE MADE FOR LOST KEYS.<br />
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SURRENDERED BY: <br />
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GUEST SIGNATURE DATE TIME CASHIER<br />
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SAFE DEPOSIT LOCKER APPLICATION<br />
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FROM : Mr./Mrs./Ms.____________________________________________<br />
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ROOM NO. : _______________<br />
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Please allot me a safe deposit locker for my personal use.<br />
I agree to pay the charges for the same as per the terms and conditions of the organisation.<br />
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LOCKER NO. : _______________ KEY NO. : _____________<br />
DATE OF ALLOTMENT : _______________<br />
TIME OF ALLOTMENT : ________________<br />
SIGNATURE OF THE GUEST : _______________<br />
SIGNATURE OF THE FR. OFFICE CASHIER : ______________<br />
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TERMS AND CONDITIONS<br />
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1. I confirm to use the safe deposit locker for storing valuables and cash at my <br />
risk.<br />
2. I undertake not to misuse the safe deposit locker for the storage of damaged, <br />
Combustible and other objectionable items.<br />
3. I assure to keep the safe deposit locker key in my possession and hand over the <br />
same at the time of check-out.<br />
4. In case of loss of safe deposit locker key, I agree to pay Rs. 1,500/- towards the <br />
cost of replacement of the lock.<br />
5. I agree to pay a rent of Rs. 25/day<br />
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____________________<br />
Guest Signature. <br />
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ROOMING LIST<br />
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GROUP NAME : CHECK-IN DATE : TIME : <br />
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TRAVEL AGENCY : CHECK-OUT DATE : TIME :<br />
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ROOM NO.<br />
GUEST NAME ROOM TYPE CHECK-IN TIME REMARKS<br />
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ROOM NO.<br />
GUEST NAME ROOM TYPE CHECK-IN TIME REMARKS<br />
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TELEPHONE ETIQUETTE: THIRTY-SIX TIPS<br />
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Before you answer be prepared (this includes knowing how to use the phone/system features):<br />
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1. Turn away from your computer, desk or other work.<br />
2. Have pens, pencils and notepaper handy.<br />
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In answering the phone:<br />
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3. Answer calls promptly, by the second or third ring.<br />
4. Smile as you pick up the phone.<br />
5. Assume your "telephone" voice, controlling your volume and speed.<br />
6. Project a tone that is enthusiastic, natural, attentive and respectful.<br />
7. Greet the caller and identify yourself and your company/department/unit.<br />
8. Ask, "To whom am I speaking?"<br />
9. Ask, "How may I help you?"<br />
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In the course of the conversation:<br />
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10. Focus your entire attention on the caller.<br />
11. Enunciate/articulate clearly. Speak distinctly.<br />
12. Use Plain English and avoid unnecessary jargon and acronyms.<br />
13. Use action specific words and directions.<br />
14. Use the caller's name during the conversation.<br />
15. Always speak calmly and choose your words naturally.<br />
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16. Use all of your listening skills:<br />
a. Focus your full attention on the caller and the conversation.<br />
b. Listen "between" the words.<br />
c. Use reflective/active listening to clarify and check for understanding.<br />
17. If there is a problem, project a tone that is concerned, empathetic, and apologetic.<br />
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18. Avoid the Five Forbidden Phrases.<br />
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a. "I don't know" <br />
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.<br />
If a call involves some research, assure the person that you will call back by a specific time. <br />
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.<br />
b. "I/we can't do that."<br />
Instead say: "This is what I/we can do." <br />
c. "You'll have to"<br />
Instead say: "You will need to" or "I need you to" or “Here’s how we can help you.”<br />
d. "Just a second"<br />
Instead: Give a more honest estimate of how long it will take you and/or let them know what you are doing.<br />
e. "No."<br />
Instead: Find a way to state the situation positively.<br />
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19. Use "LEAPS" with the emotional caller to vent.<br />
L Listen; allow the caller to vent.<br />
E Empathize; acknowledge the person's feelings<br />
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.<br />
P (Be) Positive<br />
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.<br />
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In concluding the call:<br />
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20. End the conversation with agreement on what is to happen next; if you are to follow-up, do so immediately.<br />
21. Thank the caller for calling; invite the caller to call again.<br />
In transferring calls:<br />
22. Transfer ONLY when necessary; get the information yourself.<br />
23. If you must transfer, avoid the use of the word "transfer." Say instead: "I am going to connect you with".<br />
24. Explain why you are "transferring" the call.<br />
25. Give the caller the person's name and direct number<br />
26. Stay on the line and introduce the caller.<br />
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In taking messages:<br />
27. Identify yourself and for whom you are answering the phone.<br />
28. Practice political sensitivity.<br />
29. Indicate the period of time the person will be unavailable.<br />
30. Write down all the important information given:<br />
a. The name of the caller. Ask for spelling if unclear.<br />
b. The (correct) telephone number of the caller.<br />
c. The message. Ask for clarification if necessary.<br />
31. Read back what you've written to be sure you've understood the message correctly.<br />
32. Always assure the person that you will deliver the message promptly.<br />
33. Deliver the message in a timely fashion.<br />
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NEVER:<br />
34. Eat, drink or chew gum while on the phone.<br />
35. Leave an open line:<br />
a. Place the caller on hold<br />
b. Check back with the caller frequently: every 30-45 seconds.<br />
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ALWAYS:<br />
36. Put a smile in your telephone voice and let your personality shine!<br />
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The Complaint Call<br />
Complaint callers who are irate are really saying, "I rate." They have bought into society's "the squeaky<br />
wheel gets the grease" mentality. When that happens, try the EAR method:<br />
E mpathize with the caller.<br />
A pologize and acknowledge the problem.<br />
Accept R esponsibility. (You'll do something.)<br />
Empathize with the caller. This is different from sympathy, where you take on someone else's problem.<br />
Try to understand how the person is feeling.<br />
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. <br />
Each deserves prompt handling, so do not deal with it in a trivial manner.<br />
Accept responsibility. Make sure something is done. Take it upon yourself to DO something. <br />
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.<br />
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."<br />
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The acceptance of responsibility may be as simple as forwarding the call to the appropriate individual or sending the caller more information. <br />
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.<br />
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If you get an irate caller, or even one who is calm, cool, and collected, here are some more methods to handle complaint calls:<br />
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.<br />
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Remember, a positive attitude is the most important asset you have.<br />
Second, listen completely to the complaint. Allow the caller the opportunity to vent some frustration.<br />
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.<br />
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.<br />
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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.<br />
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.<br />
Finally, confirm the solution with the caller. Make sure the caller agrees with what has been decided.<br />
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.<br />
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How do people answer the phone in different parts of the world?<br />
In Spain they say "Get on with it!"<br />
In Italy they say "Ready!"<br />
In the Czech Republic they say "Ahoy!"<br />
In Japan they say "Mushi-mushi!"<br />
In New Zealand they ask "Are you there?"<br />
In Hong Kong they say "Waay!"<br />
In the Netherlands they say "With..."<br />
In Finland they state their full name<br />
Ways to answer the Phone!<br />
"Hi."<br />
"Hola!"<br />
"Hey wassup ?"<br />
"You have reached the residence of ___________, but no one is here right now... so please leave a...."<br />
"Thank you, please pull around."<br />
"Do-do-do- I'm sorry, you call cannot be completed as dialed!"<br />
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"Burp!"<br />
"Talk to I!"<br />
"911 Emergency!"<br />
"Pizza Hut, may I take your order?"<br />
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Role-play 1<br />
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Employer: "Hello, Johnson Industries."<br />
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)<br />
Employer: "OK, what I need you to do is come down to the office and fill out an application."<br />
Applicant: "Could you tell me where you are located?" (you may want to write the information down)<br />
Employer: "Do you know where the McDonalds® is on Main Street?"<br />
Applicant: "Yes, I do." (try to say more than "yeah" or "no")<br />
Employer: "Good, we are located right across the street."<br />
Applicant: "When is a good time to come by and who should I ask for?"<br />
Employer: "You can come by any time before 5 p.m. today, and ask for me, Fred Stevenson."<br />
Applicant: "Thank you Mr. Stevenson." (always be polite)<br />
Employer: "You are welcome."<br />
Role-play 2<br />
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Receptionist: "Good afternoon, McDonnel and Associates."<br />
Applicant: "Hi, may I please speak to Ms. Fredrickson?" (use formal names)<br />
Receptionist: "Ms. Fedrickson is in a meeting right now."<br />
Applicant: "May I leave a message?" (ask to leave a message)<br />
Receptionist: "Yes."<br />
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."<br />
Receptionist: "OK, I'll give her the message."<br />
Applicant: "Thank you." (always be polite)<br />
Role-play 3<br />
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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.")<br />
Employer: "Hi, may I speak to student's name."<br />
Applicant: "This is she/he." (make sure people respond in a polite way)<br />
Employer: "This is Ms. Fredrickson from McDonnel and Associates."<br />
Applicant: "How are you Ms. Fredrickson?"<br />
Employer: "I am fine. I have read over your application, and I am interested in having you come in for an interview."<br />
Applicant: "That would be great. When would you like me to stop by?"<br />
Employer: "How does Tuesday at 10 a.m. sound?"<br />
Applicant: "That sounds good. Your office is located by Evergreen School on Elm Street, right?"<br />
(don't forget to ask where you need to be)<br />
Employer: "That's correct."<br />
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Telephone Etiquette-Workshop<br />
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Telephone Skills<br />
Work Related Telephone Skills<br />
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OBJECTIVES<br />
1. Develop proper phone skills for speaking to a potential employee.<br />
2. Develop proper phone skills when at work.<br />
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MATERIALS NEEDED<br />
Access to at least one telephone most recent local Sunday newspaper, paper, pens or pencils<br />
SUPPLEMENTAL RESOURCES<br />
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.<br />
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INSTRUCTIONAL FORMAT<br />
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.<br />
Additionally, poor phone skills at work can decrease an employee's chance for advancement or a pay raise.<br />
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1. Discuss contacting a potential employer. <br />
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.<br />
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.<br />
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.<br />
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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.<br />
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It is suggested that the applicant ask questions such as "Who will interview me? How long will the interview last? Should I bring anything?"<br />
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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.<br />
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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.<br />
• Greet the caller and indicate the organization. "Hello. This is Krueger Automotive. How may I help you?"<br />
• If the person the caller is asking for is available, transfer the call.<br />
• 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.<br />
• Write down all the necessary information that your boss wants you to when taking<br />
messages.<br />
• 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.<br />
• 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. <br />
See the unit titled Family Responsibilities for additional information. Find out about the policy regarding cell phones and pagers.<br />
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5. Practice taking phone messages. The trainer can model appropriate ways to take phone messages.<br />
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.<br />
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.<br />
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SIGNS OF GENERALIZATION<br />
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.<br />
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http://www.workshopsinc.com/manual/Ch9L3.html<br />
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QUALITIES TO TRANSMIT BY TELEPHONE<br />
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FRIENDLINESS -<br />
Your voice will carry your attitude over the phone.<br />
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CONFIDENCE - <br />
Prepare yourself. This will enable you to speak with confidence. Know your property. Know how to analyze your status data quickly.<br />
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INTELLIGENCE - <br />
Remember that you are talking with individuals from different backgrounds<br />
and levels of education. Meet your caller on his level.<br />
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CLARITY - <br />
It is embarrassing for the listener to ask you to repeat a statement.<br />
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CREATIVENESS - <br />
If the opportunity avails itself, help solve problems. Use your expertise to offer alternatives he may not have thought of.<br />
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ENTHUSIASM - <br />
Find out the positive points about your property and concentrate on them.<br />
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INTEGRITY - <br />
Be honest, If you do not know, admit it & offer to find out. Do not mislead your prospect.<br />
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TACTFULNESS - <br />
Be tactful in any situation. Try to convince the guest without hurting his feelings.<br />
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PRIDE - <br />
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. <br />
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USE OF TELEPHONE BY FRONT OFFICE STAFF<br />
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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.<br />
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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.<br />
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3. Do not keep the caller waiting for a long time before attending to him.<br />
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."<br />
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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".<br />
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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.<br />
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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.<br />
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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.<br />
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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.<br />
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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.<br />
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10. Take the correct name and contact number of the caller. This information will help you if you have telephone the caller back.<br />
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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.<br />
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VISITOR’S TABULAR LEDGER. <br />
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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.<br />
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).<br />
The balance c/f is calculated and transferred to the respective accounts in the new tabular ledger which is opened for the next day. <br />
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The completed V.T.L. gives following information:<br />
The sale of each department and the total sale of each type meal, beverage <br />
or other services.<br />
The total debit balance of a departed guest transferred to the ledger <br />
account or transferred to other guest’s account.<br />
Cash paid by the guest during the day.<br />
The details of individual guest’s account and the total amount the resident <br />
guest owes at the end of the day.<br />
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Advantages of the V.T.L.:<br />
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.<br />
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.<br />
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.<br />
4. The posting is done directly so it takes less time.<br />
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.<br />
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.<br />
7. In case of controversy between the hotel and the guest, the tabular sheet can prove helpful for rechecking of all the entries.<br />
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.<br />
9. The items of sale are in an analysed form. Income generated by each department can be seen at a glance.<br />
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.<br />
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<br />
GLOSSARY OF FRONT OFFICE TERMS<br />
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1. Accounts Receivable : A company, organization or individual, registered or not, who has an outstanding bill with the hotel.<br />
2. Adjoining Rooms : Two rooms side by side with a common wall without a door on the common wall.<br />
3. Advance Deposit : Payment of money by the guest on a room reservation that the hotel is holding.<br />
4. After Departure : (AD) A late charge.<br />
5. Allowance : A reduction to the folio, as an adjustment either for unsatisfactory service or for a posting error. Also called a “REBATE”.<br />
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.<br />
7. American Society of Travel Agents (ASTA) : A professional association of travel agents and tour operators.<br />
8. Average Room Rate or Average Daily Rate : Computed by dividing the rooms revenue by the number of rooms occupied.<br />
9. Back to Bank : A sequence of consecutive group departures and arrivals usually arranged by tour operators so rooms are never vacant.<br />
10. Bank : Coins and small bills given to a cashier for making change.<br />
11. Bed and Breakfast : (B & B). The room tariff includes the charge for the room and a continental breakfast.<br />
12. Bed Board : A wooden board placed under the mattress to provide a firmer sleeping surface.<br />
13. Blanket Reservation : A block of rooms held for a particular group with individual members requesting assignments from that block.<br />
14. Bucket : The file that holds the guest folio, often recessed in the counter top. Also known as “Cashier’s Well”<br />
15. Cabana or Kababa : A room on the beach or near the swimming pool separated from the main building, used for changing.<br />
16. Cancellation : A guests request to the hotel to void a reservation previously made.<br />
17. Cathode Ray Tube (CRT) : A television screen or monitor that displays information put out by the computer.<br />
18. Check-in : All the procedures involved in receiving the guest and completing the registration sequence.<br />
19. Check-out : All the procedures involved in the departure of the guest and the settlement of the account.<br />
20. City Ledger : An accounts receivable ledger of non registered guests.<br />
21. Commercial Hotel : A transient hotel catering to a business clientele.<br />
22. Commercial Rate : A reduced room rate given to business persons to promote occupancy.<br />
23. Confirmed Reservation : The hotels agreement, usually in writing, to the guest’s reservation request.<br />
24. Cut off Date : That date on which the block of unreserved rooms are released for general sale.<br />
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.<br />
26. Did not Stay (DNS) : Means the guest left almost immediately after registering.<br />
27. Duplex : Two rooms on two different floors with a private staircase connecting the two rooms.<br />
28. Efficiency Room : Accommodations that include kitchen facilities.<br />
29. Fam Trip : Familiarization trip taken by travel agents at little or no cost to acquaint themselves with properties and destinations.<br />
30. Folio : A weekly bill of the hotel for keeping transient account receivable records. Also called “Guest Bill” or “Account Card” <br />
31. Guest History Card : A record of the guests visits including rooms assigned, rates, special needs and credit rating.<br />
32. Hard Copy : Computer term for material that has been printed on a paper rather than merely displayed on the monitor.<br />
33. Hollywood Bed : Twin beds joined by a common headboard.<br />
34. Hospitality Room : A room hired by a hotel guest on an hourly basis in order to entertain his own guests.<br />
35. Hot List : A list of lost or stolen credit cards furnished to hotels and other retailers by credit card companies.<br />
36. House Count : The number of registered guests in the hotel.<br />
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.<br />
38. Hubbart Room Rate Formula : A basis for determining room rates.<br />
39. Information Rack : An alphabetical listing of registered guests.<br />
40. Junior Suite : One large room with a partition separating the living room furnishings from the bed room furnishings.<br />
41. Lanai : A Hawaiian term for veranda: A room with a balcony usually overlooking gardens or swimming pool.<br />
42. Late Charge : A departmental charge that arrives at the front desk for billing after the guest has checked out.<br />
43. Late Checkout : A departing guest who remains beyond the checkout hour with permission of the front desk and thus without charge.<br />
44. Lockout : Denying the guest access to his room, usually because of an unpaid bill.<br />
45. Log Book : A record of activities maintained by several operating departments. Also used to record guest complaints.<br />
46. Mail and Key Rack : A piece of front office equipment where both mail and keys are stored by room number.<br />
47. Master Key : One key controlling several pass keys and opening all the guest rooms on one floor; also called a Floor Key.<br />
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.<br />
49. Morning Call : A wake-up telephone call made by the telephone operator at the guest’s request.<br />
50. Murphy Bed : A standard bed that folds or swings into a wall or cabinet in a closetlike fashion.<br />
51. NCR 2000 : A front office posting machine manufactured by the National Cash Register Company, USA.<br />
52. Night Audit : A daily reconciliation of accounts receivable that is completed during the night shift.<br />
53. Off-Season Rate : A reduced room rate charged by resort hotels when demand is lowest.<br />
54. On Change : The status of a room recently vacated but not yet cleaned for a new occupant.<br />
55. Out-Of-Order (OOO) : The room is not available for sale because of some planned or unexpected shutdown of facilities.<br />
56. Over and Short : A discrepancy between the cash on hand and the amount that should be on hand.<br />
57. Overstay : A guest who wishes to extend his stay beyond the scheduled date of departure.<br />
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.<br />
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.<br />
60. Parlour : A living room not used as a bedroom.<br />
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. <br />
62. PBX : Private Branch Exchange. A telephone switchboard <br />
63. Penthouse : A luxurious suite of rooms located at the topmost floor of the hotel, opening onto the terrace. It may have a skylight. <br />
64. POS : Point of Sale<br />
65. Preassign : Reservations are assigned and specific rooms blocked before the guest arrives.<br />
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.<br />
67. Rack Rate : The standard rate quoted on the printed tariff card.<br />
68. Referral : A reservation system for independently owned properties developed to counter the reservation advantages of the chains and their affiliates.<br />
69. RNA - Registered, Not Assigned. A guest who has registered but is waiting for a specific room assignment until space becomes available.<br />
70. Residential Hotels : A hotel catering to long term guests who have made the property their home or residence. Payment is on monthly basis.<br />
71. Resort : A hotel that caters to vacationing guest providing recreational and entertainment facilities.<br />
72. Rollaway Bed : A portable bed with wheels that can be put in a room as an extra bed.<br />
73. Room Count : The number of occupied rooms in the hotel.<br />
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.<br />
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.<br />
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.<br />
77. Room Service : Food and beverage service provided in the privacy of the guest room by the designated room service waiter.<br />
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.<br />
79. Skipper : A guest who leaves the hotel without settling his bill.<br />
80. Sleeper : 1. A departed guest whose room rack slip remains in the rack giving the appearance of an occupied room.<br />
2. A person staying in the hotel room without the knowledge of the hotel.<br />
3. A red slip put on the room rack to block a room for the arrival of a VVip.<br />
81. Sleep out : A room that is taken, occupied and paid for but the guest does not sleep in it during the night.<br />
82. SPATT (Special Attention) : A label assigned to important guests designated for special treatment. Also used for physically challenged visually impaired etc. guests.<br />
83. Stayover : All registered guests who remain overnight.<br />
84. Turn Away : To refuse walk-in business because rooms are unavailable; the guest so refused.<br />
85. Turn-down : An evening service rendered by the house-keeping department which replaces soiled bathroom linen and prepares the bed for use.<br />
86. Turn-in : The sum deposited with the general cashier by the departmental cashier at the close of each shift.<br />
87. Understay : A guest who checks out before the scheduled date of departure.<br />
88. Upgrade : To move a registered guest to a better room or class of service.<br />
89. VIP (Very Important Person)<br />
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.<br />
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.<br />
92. Walk-in : A guest without a reservation who requests for accommodation.<br />
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.<br />
94. D.G.C.A. Director General of Civil Aviation.<br />
95. D.O.T. Department of Tourism.<br />
96. D.N.A. Did Not Arrive/<br />
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.<br />
98. F.E.R.A. Foreign Exchange Regulation Act.<br />
99. F.H.R.A.I. Federation of Hotels and Restaurants Association of India.<br />
100. F.I.T. Free Independent Traveller.<br />
101. Franking Machine : A machine used for printing postage stamp value on the envelope.<br />
102. G.I.T. Group Inclusive Tour.<br />
103. G.O.I. Government of India.<br />
104. I.A.A.I. International Airports Authority of India.<br />
105. I.A.T.A. International Air Transport Association<br />
106. I.C.A.O. International Civil Aviation Organisation<br />
107. I.D.D. International Direct Dialling.<br />
108. I.L.O. International Labour organisation<br />
109. I.C. Integrated Circuit.<br />
110. T.A.A.I. Travel Agents Association of India.<br />
111. U.F.T.A.A. Universal Federation of Travel Agents Association.<br />
112. W.T.O. World Tourism Organisation.<br />
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REPORTING AND PRESENTING STATISTICS<br />
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1. Potential room occupancy % = No. of rooms sold / No. of lettable rooms * 100<br />
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2. Actual room occupancy % = No. of rooms sold / No. of rooms available * 100<br />
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3. House count = (No. of guests) brought forward + arrivals of the day – Departure for the day<br />
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House count is the total no. of guests staying in a hotel on a particular day at a given point of time.<br />
4. Double occupancy % is the % of rooms occupied by two persons.<br />
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Double occupancy % = house count- No. of rooms sold / No. of rooms sold* 100<br />
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5. Bed occupancy % = No. of beds occupied / Total no. of beds * 100<br />
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6. Single occupancy % = 100 – Double occupancy %<br />
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7. Local occupancy % = local in house / house count * 100<br />
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8. Foreign occupancy % = foreigners in house / house count * 100<br />
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If either local or foreign occupancy % is given the following formulae may also be used:<br />
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Foreign occupancy % = 100 – local occupancy %<br />
Local occupancy % = 100 – foreign occupancy %<br />
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9. Ave. rate per room = Total revenue from room sales / total no. of rooms sold<br />
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10. Ave. rate per guest = Total revenue from room sales / house count<br />
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11. Percentage no- shows = No. of room no shows / No. of room reservations * 100<br />
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12. % walk ins = No. of room walk ins / total no. of room arrivals * 100<br />
13. % overstays = No. of overstay rooms / No. of expected check outs * 100<br />
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14. % understays = No. of understay rooms / No. of expected check outs * 100<br />
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15. Occupancy % = No. of rooms occupied / No. of rooms available * 100<br />
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16. Potential ave. double rate = double room revenue at rack rate / No. of rooms sold as doubles<br />
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17. Potential ave. single rate = Single room revenue at rack rate / No. of rooms sold as singles * 100<br />
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18. Forecasted rooms revenue = rooms available * occ. % * ave. daily rate<br />
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MECHANICAL BILLING<br />
N.C.R. (National Cash Register) Machine:<br />
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).<br />
Merits:<br />
1. It eliminates duplication of work<br />
2. Need for a separate receipt is eliminated<br />
3. Arithmetical accuracy is ensured<br />
4. The bills are neat and clean<br />
5. The charges are printed on the audit roll which helps the control department<br />
6. The machine shows the total of every department separately<br />
Duties and responsibilities of the cashier:<br />
• Dispose with petty cash<br />
• Authorize V.P.O.<br />
• Give charges to customers<br />
• Accept advance deposit<br />
• Custody of safe deposit<br />
• Authorized movement of luggage by signing the bell boys errand cards after settling the bill<br />
• Render accounts through cash envelope at the end of the shift.<br />
The types of machine now normally employed are equipped with analysis key. The machine has the following visible parts:<br />
1. Amount keys<br />
2. Room number keys<br />
3. Control keys for printing the names of departments or heads of revenue :<br />
a. Identification keys : Room, Bar, Restaurant, Laundry, Local, Trunk Call <br />
b. Debit balance key<br />
c. Credit balance key<br />
d. Debit pick up key<br />
e. Credit pick up key<br />
f. Plus & minus key<br />
g. Debit transfer key<br />
h. Credit transfer key<br />
i. Allowance key<br />
j. Paid in full key<br />
k. Paid key<br />
l. Total key<br />
m. Sub-to all and misc. key<br />
n. Date change key<br />
o. Audit roll tape<br />
p. Left printer<br />
q. Right printer<br />
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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.<br />
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VISITOR TABULAR LEDGER<br />
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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.<br />
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.<br />
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.<br />
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.<br />
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.<br />
The completed Visitors Tabular Ledger gives the following formation<br />
(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<br />
(b) The total debit balance of a departed guest transferred to ledger account or transferred to other guest accounts.<br />
(c) Cash paid by guest during the day and allowances given to them.<br />
(d) The details of individual customer account and the total owing by resident guest at the close of the day.<br />
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Advantages of visitor tabular ledger <br />
The advantages of visitors Tabular Ledger can be summed up as under-<br />
(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<br />
(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.<br />
(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<br />
(4) The posting is done directly so it takes less time<br />
(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<br />
(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. <br />
(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<br />
(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.<br />
(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.<br />
(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.<br />
(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.<br />
(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.<br />
(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.<br />
(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.<br />
Disadvantages<br />
The main disadvantages of visitors tabular ledger can be mentioned as under<br />
(1) the tabular sheets which are used for guests accounts are unwieldy in dimension.<br />
(2) The columns are too many in the tabular sheet and they are close to each other.there is every lity of wrong posting.<br />
(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.<br />
(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.<br />
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Hints for writing up the daily Visitors Tabular Ledger<br />
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The following points may be useful for a person writing Visitors Tabular Ledger (VTL):-<br />
1. Use ink ¬ pencil.<br />
2. Use capital letters for writing the names of the guest.<br />
3. The information regarding the room nos., no. of guest, plan, rate, etc. should be written as soon as the account is opened.<br />
4. The writing should be clear & legible.<br />
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.<br />
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.<br />
7. A complete VTL has two sides – one debit and the other Credit. Enter the amount in guests account as per rules given below- <br />
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(a) Service write the amount on the debit side in the guests account in the laundry column.<br />
(b) If the guest makes the payment, write it in the guests account on the credit side in cash/deposit column<br />
(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.<br />
(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.<br />
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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.<br />
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9. after debiting the guest account for all the charges, calculate Daily Total.<br />
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10. add balance b/f in the daily total and find out grand total.<br />
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11. find the total of the credit side. It should tally with the grand total.<br />
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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.<br />
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13. daily visitors tabular ledger is the basic record so it should be neat, clean and free from cuttings, erasures and over writings.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com0tag:blogger.com,1999:blog-7469652107880517667.post-41170878059572268382011-01-15T00:45:00.000-08:002011-01-15T00:45:38.827-08:00lemon souffle, danish pastry croissant and souffleLemon Souffle<br />
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Ingredients Quantity<br />
<br />
Egg yolk 2<br />
Whole Egg 1<br />
Grain Sugar 90 gm<br />
Gelatine 7 ½ gm<br />
Whipped Topping 100 ml<br />
Egg whites 2<br />
Lime 1<br />
Lemon rind 1 No<br />
Glucose biscuit 1<br />
Pistachios 4 -5 Nos<br />
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Method:-<br />
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1. In a vessel, add sugar, two yolks, and one whole egg and prepare a sabayon.<br />
2. Add dissolved gelatine to the sabayon and mix well.<br />
3. Add the lemon juice and the rind. Place the vessel on ice.<br />
4. After it thickens, lightly fold in the whipped topping and well beaten egg whites (soft peaks).<br />
5. Pour the soufflé in moulds and allow it to set in the fridge.<br />
6. Garnish with powdered glucose biscuit, a swirl of cream and pistachios.<br />
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Danish Pastry - Croissants (10 portions) – Spool Method<br />
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Ingredients Quantity<br />
<br />
Refined flour 250 gm<br />
Salt ½ tsp<br />
Sugar powdered 55 gm<br />
Fresh yeast 15 gm<br />
Milk 70 ml<br />
Margarine 170 gm<br />
Egg 1 No.<br />
Vanilla essence ½ tsp<br />
Egg for brushing 1 No.<br />
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METHOD<br />
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1. Sieve the flour.<br />
2. Make a well, add yeast, sugar, essence, egg and using milk make a soft dough.<br />
3. Take a little margarine (about 20 g) from the 170 gm and cream it with salt and rub it into the dough. Round it up and keep it covered under a moist cloth.<br />
4. When it doubles in size, knock back and roll it out into a big circle.<br />
5. Apply the creamed margarine all over the rolled out dough. Cut it into 3 uneven portions. Make a spool of the smallest portion and place it onto the second largest portion, roll it and place it on the largest portion. Roll it, shut the mouth of the spool and wrap it up in a moist cloth and keep it in the freezer for 20 minutes or till the margarine solidifies.<br />
6. Remove and roll it into a rectangle 18” x 12” approx. Cut into triangles and make croissants. Place them on a greased tray. Cover it with a moist cloth till it becomes light to touch. Apply egg wash and bake it at 220C for 15 minutes. Apply sugar syrup when hot.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com0tag:blogger.com,1999:blog-7469652107880517667.post-21405104368946922032011-01-13T05:35:00.001-08:002011-01-13T05:35:55.471-08:00menu for 19th january..! do complete the journlFish in Cheese Sauce. No. of Portions 4<br />
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Ingredients QTY Unit<br />
Black pomfret fillets 4 Nos.<br />
Salt To taste <br />
White pepper powder To taste <br />
Lime 1 No.<br />
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Court bouillon 250 ml.<br />
Butter 20 Gm<br />
Refined Flour 20 Gm<br />
Cheese 50 Gms<br />
Parsley To garnish <br />
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Pre-preparation :- <br />
1. Marinade fish fillets in salt, pepper, lime juice.<br />
2. Grate Cheese.<br />
Steps :- <br />
1. Poach fish fillets in court bouillon. Remove & keep aside. Strain court bouillon.<br />
2. Prepare a veloute sauce with flour, butter and court bouillon. Add half the cheese & seasoning.<br />
3. Grease an oven proof dish. Arrange fish fillets & cover with cheese sauce. Sprinkle with remaining cheese & gratinate. <br />
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To Serve: Serve in the same container[casserole / pie dish].<br />
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Standard: Fillets of fish, in veloute with a predominant flavor of cheese, adequately seasoned, gratinated & served hot.<br />
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Note:- <br />
To prepare Fish Mornay, use mornay sauce instead of veloute.<br />
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Bouquetiere de legumes No. of Portions 4<br />
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Ingredients QTY Unit<br />
White radish 75 Gm<br />
Carrot 75 Gm<br />
French beans 50 Gm<br />
Cauliflower 100 Gm<br />
Salt To taste <br />
White pepper powder To taste <br />
Butter 25 Gms.<br />
Mixed herbs dry opt 10 Gm <br />
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Pre- preparation:- <br />
1. 1) Peel, & cut radish & carrots into batons. String & cut French beans to match the sizes of carrots & radish. Break cauliflower into medium sized florettes.<br />
Steps :-<br />
1) Boil each vegetable separately in salted water. Drain & refresh. Keep aside.<br />
2) Heat butter in a pan. Toss all vegetables. Adjust seasonings.<br />
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2. To Serve: Serve hot as an accompaniment with the main course.<br />
3. <br />
4. Standard: Neatly cut , even sized vegetables, cooked al dente, color retained, adequately seasoned & served hot.<br />
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Sable potatoes No. of Portions 4<br />
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Ingredients QTY Unit<br />
Large potatoes 250 Gm<br />
Olive oil 15 Ml<br />
Butter 15 Gm<br />
Fresh bread (fine crumbs) 2 Slices<br />
Paprika / Red chilly pwd. A pinch <br />
White pepper powder A pinch <br />
Salt To taste <br />
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Pre-preparations:<br />
3. Peel and cut potatoes into cubes.<br />
4. Boil till just done. Drain.<br />
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Method:<br />
1. Heat butter and olive oil in a pan.<br />
2. Add the crumbs and allow to toast till light brown in colour.<br />
3. Sprinkle pepper and paprika and add potatoes.<br />
4. Toss well in the pan.<br />
Note: <br />
1. Do not overcook crumbs or allow to brown. <br />
2. Do not use a metal spoon to toss. This will break the potatoes.<br />
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To serve:<br />
Use as the (starch) accompaniment for meat / fish dishes. <br />
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Standard:<br />
Neatly and evenly cut pieces of potato. Tender but should not be breaking up. Crunchy texture of the crumbs and delicately flavoured with paprika and pepper. <br />
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Consommé garnishes<br />
Celestine<br />
Egg 1no. <br />
Refined flour 30gm <br />
Milk 100ml <br />
Salt to taste<br />
Oil a little <br />
1. Mix refined flour, salt, beaten egg and milk. Add 1 tsp oil and mix well. Leave this batter aside for 15-20 minutes. <br />
2. In a non-stick pan, heat a little oil / butter. Add a round spoonful of the batter and tilting the pan around, spread it all over in a thin and even layer. <br />
3. Cook till sides start leaving the pan. Remove over a dusted surface. Allow to cool and then cut in thin strips.<br />
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Royale <br />
Egg yolk 1no.<br />
Fresh cream 30ml<br />
Salt, pepper to taste<br />
1. Beat the egg yolk and stock. Add salt, pepper and pour into greased mould. Steam for 12-15 minutes. <br />
2. Allow to cool in the mould itself. Cut into slices/cubes/fancy shapes.<br />
Bruniose / Juliennes<br />
Carrots, onions, turnips, celery cut into bruniose / juliennes 1 tblsp each<br />
1. Cook all these vegetables in boiling salted water or stock.<br />
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Clermont <br />
Onion rings 8-10 no. <br />
Egg 1no. <br />
Refined flour 30gm<br />
Milk 100ml <br />
Salt,pepper to taste <br />
Oil to fry<br />
1. Prepare a batter with beaten egg, refined flour and milk. Add salt and pepper. <br />
2. Dust each onion ring first with refined flour. Then dip in the batter and fry till light golden brown colour in moderately hot oil.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com0tag:blogger.com,1999:blog-7469652107880517667.post-69345545508918644422011-01-11T06:20:00.001-08:002011-01-11T06:20:19.020-08:00Pomfret Portugaise No. of Portions 4<br />
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Ingredients QTY Unit<br />
White / black pomfret fillets 400 Gm<br />
Salt To taste <br />
Pepper powder To taste <br />
Lime 1 No.<br />
Fresh white bread crumbs 25 Gm<br />
Madras onions 50 Gm<br />
Mushrooms 50 Gm<br />
Tomato 200 Gm<br />
Cheese 50 Gm <br />
Parsley ¼ Bunch<br />
Butter 10 Gm <br />
For court boullion: <br />
Bay leaf, pepper corns, onion, celery, vinegar, salt<br />
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Pre-preparations:<br />
1. Wash and dry the fillets. Marinade with salt, pepper and lime juice for 15-20 minutes.<br />
2. To prepare court boullion: simmer fish bones with listed ingredients for 5 minutes.<br />
3. Peel madras onions and slice mushrooms. Chop parsley finely. Grate cheese. Blanch and slice tomatoes into rounds.<br />
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Steps:<br />
1. Sauté madras onions and mushrooms lightly in a little butter.<br />
2. Poach fish fillets in court boullion for 1-2 minutes. Remove and drain.<br />
3. Grease an oven-proof dish with remaining butter. Layer fish, tomatoes, madras onions and mushrooms. Top with fresh bread crumbs and cheese. Place in hot oven or under a salamander till cheese turns light brown.<br />
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To serve:<br />
Serve hot in the same container (casserole / pie dish) garnished with parsley.<br />
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Standard: Evenly baked dish, with a light brown cheesy crust. Fish should be cooked and in layers with tomato slices. Adequately seasoned and served hot.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com0tag:blogger.com,1999:blog-7469652107880517667.post-47615873614865703552011-01-11T06:19:00.003-08:002011-01-11T06:19:54.436-08:00Fried potatoes (Pommes frites) No. of Portions 4<br />
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Ingredients QTY Unit<br />
Potatoes 400 Gm<br />
Salt To taste <br />
Oil To deep fry<br />
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Pre-preps: <br />
1. Peel potatoes and cut into long pieces. <br />
2. Parboil them in salted water. Drain and keep aside.<br />
3. Deep fry in medium hot oil to complete cooking. Drain on absorbent paper till the time of service.<br />
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Method:<br />
1. Just before service, deep fry (blanch) in very hot oil to colour and also for crispness.<br />
2. Remove on absorbent paper, sprinkle salt and serve immediately. <br />
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To serve:<br />
Serve as an accompaniment with the main course.<br />
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Standard:<br />
Evenly cut potato, crisp and light brown in colour. Adequately seasoned.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com0tag:blogger.com,1999:blog-7469652107880517667.post-31233545255981111222011-01-11T06:19:00.001-08:002011-01-11T06:19:30.007-08:00Cream of Celery No. of Portions 4<br />
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Ingredients QTY Unit<br />
Celery Stalks 200 Gm<br />
Onion 50 Gm<br />
Potato trimmings 50 Gm<br />
Dill leaves 5 Gm<br />
White stock 1 Lit.<br />
Salt To taste <br />
White pepper pdr. A pinch <br />
Flour 30 Gm<br />
Butter 40 Gm<br />
Milk 100 Ml<br />
Cream 50 ml.<br />
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Pre-preparation: <br />
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Method: <br />
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1. Clean & cut celery stalks roughly into pieces.<br />
2. Peel & chop onions.<br />
To serve:<br />
Ladle hot soup into a cup/ bowl and finish with a swirl of cream & a sprig of dill. <br />
1. Heat the butter, add the onion and sauté lightly<br />
2. Add the celery and potato. Mix well.<br />
3. Sprinkle flour and cook for a few minutes.<br />
4. Pour in the stock, add salt & pepper.<br />
5. Bring to a boil, simmer till potato is cooked.<br />
6. Add chopped dill leaves and remove from fire.<br />
7. Allow to cool, then puree & strain.<br />
8. Adjust the consistency & the seasoning.<br />
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Standard:<br />
Pale green in colour. Smooth creamy consistency, good flavor of celery with a hint of dill. Adequately seasoned & garnished with cream.PIYUSH THAKUR(CR)http://www.blogger.com/profile/09455835299212710166noreply@blogger.com0