The food service division is an integral part of the hotel business. Hotel restaurants are not only the prestige and face of the hotel, but also the main source of profit (approximately 1/3 of the income of the hotel complex).

When organizing service in restaurants (cafes) of hotel complexes, the following food conditions are usually offered: full board (three meals a day - breakfast, lunch and dinner); half board (two meals a day - breakfast plus lunch or dinner); Breakfast only (one meal).

In all hotels, special attention is paid to breakfast service. Guests' day begins with breakfast, and its organization largely determines whether the start of the day for guests will be good or bad. Almost all guests staying at the hotel come for breakfast. The following types of breakfasts are distinguished:

Continental breakfast. Includes coffee, tea or hot chocolate, sugar, cream (milk), lemon, two types of marmalade, jam or honey, a selection of baked goods, butter. On Sundays, breakfast is complemented with a cold egg. In many European countries, a continental breakfast is included in the price of hotel accommodation;

extended breakfast. In addition to the continental breakfast, guests are offered juices (orange, grapefruit, tomato), a platter of sliced ​​ham, cheese and sausage, egg dishes, yogurt, cottage cheese, dry cereal.

English breakfast. In the classic version, it begins with morning tea or coffee (possibly hot chocolate) brought to the room. It also includes sugar, baked goods, toast, butter, jam, honey, preserves. Can be supplemented with egg dishes (scrambled eggs with ham or bacon, fried eggs on bread, omelet with ham or champignons, etc.), fish dishes, cereal dishes (oatmeal or soup with milk or water with sugar or salt). The English breakfast is served in the same way as the extended breakfast;

American breakfast. Additionally offered regular drinking water with ice cubes, fruit juices, fresh fruit (grapefruit, watermelon, berries with milk or cream) or fruit compote (plums, peaches), cereal dishes (corn, rice flakes), a small portion of meat, pie;

breakfast with champagne. The timings for this breakfast are from 10.00 to 11.30. Coffee, tea, alcoholic drinks (champagne, wine), small cold snacks and hot dishes, soups, salads, desserts are offered. The form of the offer is buffet. A champagne breakfast is usually served on a formal occasion;

late breakfast. It is an alternative to breakfast and lunch. Provision time is from 10.00 to 14.00. Are used constituent elements included in both breakfast and lunch: hot and cold drinks, buns, butter, jam, sausage, cheese, soups, hot meat dishes, desserts. The form of the offer is buffet.

When organizing breakfasts, lunches and dinners, various service methods are used:

a la carte, when guests choose what they like best from a menu of dishes and drinks.

a-part, when guests, having made a reservation, are served within a set period of time. This method is typical for holiday homes and resort hotels;

table d'hôte, when (as opposed to "a desk") all guests are served at the same time and according to the same menu. Service begins when all guests have gathered at the table. This method is often used in boarding houses and holiday homes.

buffet, when a wide selection of dishes is offered with free access: you can take whatever you want from what is offered and displayed. It can be a rather meager set (jam, bread, butter, 2-3 types of sausage and cheese, one type of juice, tea, coffee), or a truly rich table with numerous dishes, depending on both the hotel category and the country ;

buffet service;

service in hotel rooms.

Management structure of hotel catering establishments

The main function of accommodation facilities is to provide temporary housing, as well as hotel food services, or a hotel food complex, is a separate structural subdivision, which is headed by a director reporting to the hotel manager (hotel director).

The director of the food complex controls the following types of work:

kitchen work;

work of buffets;

banquet activities;

organization of service in a restaurant;

room service;

supply of minibars;

service in rooms or recreation areas;

serving guests in bars;

the work of cleaners and dishwashers.

Hotel restaurants and bars

The hotel may have several restaurants or none. The type of restaurants may also differ. In large hotels that are part of well-known hotel chains, there are usually two restaurants - a fashionable one and a small cafe type. They serve both hotel residents and the general public.

The main manager and organizer of all work on preparing and serving guests in a restaurant is the head waiter or restaurant manager. Preparation for serving a restaurant consists of cleaning the premises, arranging furniture, receiving and preparing for use table linen, dishes, cutlery, and pre-setting tables.

Responsibilities of restaurant managers include:

support high quality visitor services;

recruit, train and manage staff;

organization of service in rooms, minibars and cocktail bars;

conduct marketing research;

submit budget calculations and business forecasts for the next week, next month, next year to the director of the food complex.

For a hotel with more than 300 rooms, the food complex will be quite extensive. Such a large hotel usually has a main restaurant, a signature restaurant, and a casual restaurant for breakfast, lunch and dinner. A branded restaurant is usually used for banquets and receptions, serving participants at conventions and conferences.

Hotel bars must be under the constant vigilant supervision of restaurant managers. In the hotel bar, guests relax with a cocktail after a busy day. This place is ideal for communication - business and pleasure. It is extremely profitable for the hotel to maintain it: the sale of drinks gives much more profit than the sale food products. Depending on its size, a hotel may have several bars of different types. For example, a lobby, restaurant, minibars or even a nightclub.

The efficiency of the bar is measured by the level of sales (%), calculated by dividing the cost of sales

for a certain period of drinks in the amount of revenue for them. The more often the level of implementation is checked, the better control over the operation of the bar. A sales level of 16 - 24% is considered normal.

Large hotels usually have several bars of different types:

The lobby bar is a comfortable meeting place. With the right management, this bar can become a good source of profit.

The restaurant bar is a secluded place that is pleasant to find yourself in after the bustle of the lobby. Traditionally, the bar is one of the most attractive elements of the interior of modern restaurants.

auxiliary bar. Some very large hotels require an additional bar, which is outlet, located somewhere deep in the building.

banquet bar. This bar is used exclusively for catering banquets and conferences. Since these events usually involve serving many people at the same time, several temporary tables with bottles are often placed at different points in the room.

pool bar. A resort hotel is unthinkable without a swimming pool and a bar where guests can relax with a glass of exotic cocktail in hand.

minibars are small bars with a refrigerator in the rooms so that the guest does not lack any drinks at any time.

Let us dwell in more detail on the operation of minibars. Using such bars is very cost-effective for hotels. Prices for food and drinks in the minibar are set several times higher than retail prices. With a minibar, the guest does not feel a lack of drinks at any time of the day, and a varied assortment of drinks and products is designed to tempt the guest to take advantage of the offer. In some hotels, the cost of keeping a minibar exceeds the daily cost of a room. The key to the minibar is usually included in the package that the guest receives from the reception service. If the guest does not intend to use the bar, he may not take this key. Beverage supplies are usually replenished daily. The cost of the drink is automatically included in the bill; the contents of the minibar are monitored in large hotels by employees of the special service “Minibar Control”. Developing an assortment, purchasing products, monitoring the consumption of products in minibars and replenishing their stocks is quite labor-intensive and responsible work, requiring additional staff.

In the guest rooms there are forms in which the guest is asked to indicate the amount drunk and eaten from the minibar, sign and pass this information to the Reception before departure. In practice, guests do not always bother to fill out this form or fill it out inaccurately. A particular danger associated with non-payment of some additional services is the day of departure of clients. In hotels where there is no official procedure for checking and handing over the room upon departure, the minibar on the day of departure can be controlled with with great difficulty. The system of automatic minibars allows the hotel to significantly optimize costs and increase the profitability of this type of service. This is achieved by centralized management all minibars installed in hotel rooms. The interaction of the automatic minibar system with the computer system in the reception service allows you to instantly transfer information to the guest’s main account about all his expenses associated with the use of minibars. Minibars are not so much an image acquisition as a way to generate additional income for the hotel (a minibar pays for itself in 2-4 months, and then begins to generate a stable income).

Thus, bars are an important source of hotel income, but in order to generate this income, they must be strictly controlled.

Hotel room service

The term "room service" was used for some time to refer to any service provided to a hotel's guest rooms. Currently, it is used in a narrower sense - serving food and drinks in rooms. Wanting to make this more specific

type of service, some hotels also use such concepts as “breakfast in the room”, “lunch in the room”, “dinner in the room”.

Service in hotel rooms requires special training of personnel. It is connected not only with fulfilling the wishes of guests, table setting, the sequence of serving dishes, service techniques, but also with the rules of behavior of staff in the room.

Hotel clients place orders by telephone directly to the head waiter, as well as to the maids, who maintain constant contact with the head waiter. In large hotels, orders can be taken by the duty officer or senior waiter.

When accepting an order, it is mandatory to take into account and record the following data:

1) the number of the room where breakfast, lunch or dinner should be served;

2) the number of guests served;

3) detailed name and quantity of ordered dishes, snacks, drinks;

4) order submission time.

Having accepted the order, the head waiter passes it on to the immediate executors: the waiter, the kitchen staff.

For service in hotel rooms, special tableware and cutlery are used (metal deep dishes with lids, metal coffee pots, teapots, creamers, various stands, devices and equipment for heating and maintaining the temperature of hot dishes and drinks directly in the room), rectangular trays, service trolleys of various designs, lightweight folding portable tables.

There are special rules for serving guests in rooms:

1. The order (breakfast, lunch, dinner) must be served either on a tray or on a mobile service cart or table. When using a tray, the waiter must carry it in his left hand. The right hand should remain free to open or close the door, rearrange any object on the tray, etc. When moving along the corridor or passages, the tray is held at the shoulder and only before entering the room is it lowered to chest level.

2. You must first knock on the room and enter after receiving permission.

3. You should greet the guest(s).

4. If a guest is going to have breakfast in bed, the tray must be served from the side. If two people share breakfast in a bed, each person is served a separate tray.

5. When serving an order (breakfast, lunch, dinner) for one person, everything is placed on a tray in the same order as on the table in a restaurant.

6. If the guest is going to eat at the table in the room or on the balcony, then the table should be covered with a tablecloth. The tray can be placed on the table or everything can be moved from the tray to the table.

7. The waiter should not stay in the room longer than required. You can only talk to a guest if he asks you something himself. In any situation, the waiter must be sensitive.

Food is one of the main services in hotel services. When classifying catering establishments in the tourism industry, a number of criteria are used. The most important among them is trade and production activity and its nature. The classification of food enterprises depending on the nature of trade and production activities is given in Table 1:

Table 1.

Classification of food enterprises depending on the nature of trade and production activities.

Depending on the assortment There are full-service enterprises (restaurants, cafes) and specialized enterprises (restaurants, cafes, bars, etc.).

Only restaurants and cafes can be full-service catering establishments, since they offer a wide selection of snacks, dishes, bakery and flour confectionery products, and various drinks. For full-service catering establishments, it is typical high level service, design, which corresponds to the general atmosphere that the company is trying to create. Specialized catering establishments offer their consumers dishes of a certain cuisine, for example, French, Italian, etc.

Depending on the contingent, enterprises can work with a permanent contingent (such a catering establishment can be located in hotels, sanatoriums, etc.) and with a variable contingent (for example, a city restaurant).

Depending on the service method a distinction is made between enterprises in which consumers are served by waiters, self-service enterprises, and mixed service enterprises.

Food establishments are also distinguished by:

completeness of the technological cycle;

volume and nature of services;

types of food;

operating mode;

operating time and other characteristics.

Enterprises Catering in hotels- an important structural subsection in the formation of the main product of hospitality - the provision of food services and a number of additional services that are determined by the functional type of the food establishment.

In the structure of hotel complexes, the functional organization of public catering establishments is decided taking into account the category of the accommodation establishment. In one-star hotels, according to the national standard for service in different categories of hotels, guests are not required to have meals; in two- and three-star hotels there must be a restaurant or cafe; in four- and five-star hotels there must be restaurants, banquet halls, bars; in five-star hotels and nightlife clubs. In hotels that are part of well-known hotel chains, the structure of the enterprise has at least two restaurants - a fashionable one with specialties and a small economy class restaurant.

According to the nature of trade and production activities, the main criterion in the classification of gastronomic enterprises, all food establishments are divided into the following types: restaurant, cafe, bar, buffet, canteen, snack bar, etc.

Restaurant (French restauer - restore strength, feed) is a catering establishment that offers guests a wide range of dishes, drinks, confectionery, in particular specialty and complex preparations. The level of service in restaurants is provided by highly qualified chefs, waiters, head waiters and is combined with the organization of recreation and entertainment for guests and visitors of the hotel.

Organizing recreation and entertainment is one of the main functions of a restaurant. The purpose of recreational and entertainment activities is to increase emotional tone, relieve fatigue, restore and develop the psychophysical, physical and intellectual data of guests. A guest should receive positive emotions and impressions from visiting a restaurant.

A significant role in a restaurant is played by the atmosphere of the establishment, which is formed on the one hand by the category of guests - their behavior, appearance, a culture of communication, on the other hand, the service staff, whose task is to create and adjust the program for the guests’ stay in the establishment. Visitors feel the atmosphere of the establishment immediately after arriving at the establishment. How the guest is greeted depends on his intentions to stay in the establishment, where the order will be made, and how long the guest will stay in the restaurant. It is especially important to create a comfortable atmosphere for the first visitors, when the guests have not yet gathered in the hall. In this case, an empty hall is alarming and creates subconscious discomfort. In some foreign restaurants, for this purpose, they retain the category of people who create a crowd in the room.

The determining role in the character of the atmosphere of a gastronomic establishment is played by the service staff who greet guests. The staff should warmly invite the client into the hall with a smile, convince him of the originality, high taste characteristics of culinary products, drinks, a comfortable environment, and a pleasant stay.

Cafe- a catering establishment that provides guests with a limited range of dishes and drinks, confectionery, lactic acid products in combination with relaxation and entertainment. In most hotel complexes, cafes operate as separate structural enterprises.

Bar- a specialized catering establishment that offers guests a variety of drinks, desserts, snacks, and confectionery. In hotels, bars are located in restaurants and cafes, as separate enterprises. In bars of the “luxury”, “highest” and “first” categories, guests are served by waiters, and bartenders are behind the bar; in bars of the “second” category, self-service is provided in the hall, a bartender serves guests at the bar counter, and a bartender serves the guests at the buffet counter. Today there are trends in the diversity of the profile of bars in hotels.

Depending on the location of bars in hotels, they are classified into:

— Lobby rooms — located in hotel lobbies, they have a convenient location for meetings, relaxation of guests and visitors;

— Restaurant — located in the restaurant hall, this type of bars is the most attractive in the restaurant’s interior;

- Auxiliary - located on hotel floors. They offer wine, beer, and soft drinks used for in-room service.

— Banquet rooms — located in the banquet hall, used exclusively for servicing banquets and conferences. The assortment of such bars includes a significant supply of expensive wines, beers, and tonic drinks;

— Pool bars are typical for high-category hotels. Guests in such bars are offered a wide range of soft drinks, cocktails, confectionery, dessert;

— Service — located in office premises hotels and restaurants and are designed for express staff services;

— Minibars — bars with refrigerators in hotel rooms, designed to provide guests in the highest category of comfort with drinks and dessert around the clock. The selection of minibars is limited and replenished daily. In some hotels of significant size, a separate category of personnel is allocated to service minibars;

— Disco bars are located in a separate building next to the hotel. In such bars, mainly young people relax, musical accompaniment is provided, and artists and singers often perform. The product range includes light snacks, confectionery, soft drinks, and cocktails.

Buffet- an enterprise with a limited range of cold appetizers, drinks, bakery and confectionery products, and sweet dishes of simple preparation. The sale of packaged products for takeaway is allowed, as well as the sale food products. In hotels, buffets are equipped with electric stoves, refrigerators, cooling counters, coffee makers and other equipment.

Dining room- a catering establishment, often operating within the structure of resort hotels. These establishments are designed for the production, sale and organization of food consumption on site by hotel guests and visitors; take-out of products is allowed, and various additional services are provided.

Snack bar- a catering enterprise that produces various dishes, snacks, simple preparation of cold and hot drinks, flour confectionery products.

— Public;

— Focused on serving a specific category of guests.

Restaurant enterprises within the structure of hotel complexes are publicly accessible, but are obliged to primarily serve hotel clients. In specialized accommodation institutions - boarding houses, hotel-clubs, hotels with treatment and others, service is provided only to guests of the establishment.

According to their assortment (specialization), catering establishments are divided into two categories:

— Full service;

- Specialized.

In the structure of catering enterprises for trade and production activities, full-service ones in most cases are restaurants and cafes offering the widest range of dishes, snacks, bakery and flour confectionery products, and various drinks. The menus of full-service restaurants and cafes include a high proportion of specialty dishes and a la carte dishes that fall into the category of “haute cuisine.” In full-service catering establishments, a high level of service is provided: the head waiter meets and accompanies guests to the table, the senior waiter helps in choosing dishes, emphasizes the taste characteristics of the dishes, and makes recommendations regarding alcoholic drinks according to the ordered dishes.

Specialized catering establishments can have a wide profile - specializing in a particular national cuisine (French, Italian, Chinese, etc.). Or have a narrow specialization in one or more dishes. First of all, fast food establishments specialize in the preparation of one main dish, offering hamburgers (Mc Donald's, Burger King), pizza (Pizza Hut, Domino), sandwiches (Subway), etc.

According to the form of service, food establishments are classified into:

— Self-service enterprises;

— With partial waiter service;

- WITH full service waiters.

FEDERAL AGENCY FOR EDUCATION

STATE EDUCATIONAL INSTITUTION

HIGHER PROFESSIONAL EDUCATION

"VOLGA STATE UNIVERSITY

SERVICE"

Department: “Tourism and home economics”

TEST

in the discipline: “Technology and organization of food services”

on the topic: “Hotel catering establishments”

Togliatti 2009

INTRODUCTION 3

1. History of the emergence and development of food enterprises 4
2. Place of catering establishments in the hotel structure 6
3. Classification of food establishments 7
4. Peculiarities of service at hotel catering establishments 10
5. Service methods at hotel catering establishments 12

CONCLUSION 14

REFERENCES 15

INTRODUCTION

The food and beverage sector of the hotel complex has recently undergone powerful development, since the services of catering establishments are used not only by tourists, but also by a wide range of other consumers. The main activity of a catering establishment is the preparation and sale of food. Artists and musicians are invited to create a comfortable environment and entertain visitors. The process of food consumption is combined with the process of communication between people, the educational and cognitive process, and leisure.

Providing food services to guests at hotels is occupied by public catering units, including: restaurants, cafes, bars, buffets, banquet and conference service units, and room service.

The relevance of the issue of catering in hotels is that the catering establishment is an integral part of the hotel business, since there is no hospitality without a table. Hotel restaurants are not only the prestige and face of the hotel, but also the main source of profit (about a third of the income of the hotel complex).

The purpose of this work is to consider the features of hotel catering establishments.

The test solves the following tasks:

Study the history of origin and development various enterprises nutrition;

Give the concept of a hotel catering establishment;

Consider the types of food establishments;

Reveal the essence of the work of catering establishments of the hotel complex.

Various literature was used in the work: textbooks, encyclopedias, reference books, dictionaries, magazines. The most complete information is contained in the textbook Bondarenko G.A. "Management of hotels and restaurants." Information about the features of service at hotel catering establishments is contained in the publication by Sorokina A.V. "Organization of services in hotels and tourist complexes."

1. HISTORY OF THE EMERGENCE AND DEVELOPMENT OF FOOD ENTERPRISES.

The development of the catering industry is associated with the emergence of culinary art in Western Europe at the end of the XIII - beginning of the XIV century. It was developed in the era of antiquity, but died along with ancient civilization.

The Italians were pioneers in the culinary craft. The early Italian bourgeoisie, engaged in trade and crafts in southern Italy, contributed to the development of European culinary art.

Cutlery came into use by the end of the 17th century. The art of serving developed most actively during the 18th-19th centuries. During this period, luxurious table setting was even more important than the dishes served to the table.

TO XVI century refers to the opening of fundamentally new establishments, which were called coffee shops and served as prototypes for modern cafes. Their appearance was facilitated by the spread of exotic drinks such as coffee or tea. The first coffee shop was opened in 1554 in Constantinople.

A new, very popular coffee shop - the first so-called cafe-chantant, where visitors sang a song in praise of coffee, was opened in Paris in 1690.

A purely Russian type of establishment, which had no analogues abroad, represented tea rooms. They appeared in the 19th century under Alexander II in the Tver province. The first teahouse in St. Petersburg was opened in 1882. Then they appeared in Moscow and other Russian cities.

The discovery in 1553 in Paris dates back to the same period. first restaurant"Tour d'Argent", which over the next two centuries remained a completely unique establishment, because its only function was to provide food.

By 1800, the English began to adopt the restaurant concept from their neighbors. The English restaurant was a magnificent institution - a world of high cuisine, high decor and high service.

Developed in France in 1571 first menu, which is a list of dishes prepared for the holiday at the court of Charles IX. Since this was an episodic phenomenon, it did not receive the name “menu” at that time. Real and permanent menus began to be developed in the early 60s of the 17th century at the court of Louis XIV in the form of “notes” with orders for dinners in the palace kitchen. For example, there were such menus: “menu non pour la table” (menunon pourlatable) - “a small note on preparing dinner”; “la carte de menu plaisir” (lacartedemenuplaisir) – “a list of refined pleasures.”

In the second half of the 19th century, menus began to be understood as lists of snacks and dishes for specific breakfasts, lunches or dinners at any catering establishment. They could change every other day, week, month, year. The “ala carte” menu began to be used, and customers were given the right to choose any dish from the proposed list to their taste.

The first Russian restaurant as a “special category of tavern-type establishments” was opened in 1805 in St. Petersburg at the Hotel du Nord on Ofitserskaya Street. There one could “have a good dining table, card tables for permitted games, the best wines, ice cream and soft drinks of all kinds; You can immediately order a dining table for 100 people.” Later, other similar establishments appeared - “Bon Gourmont”, “Ville de Bordeaux”.

A certain role in the development of the public catering industry in Rus' was assigned to the sovereign taverns- special government establishments for the sale of “bread wine” (in those days this was the name of low-proof vodka). This name for establishments first appeared in 1563 and by the end of the century it had become the traditional designation of a state-owned drinking house. The usual locations of taverns were fairs, piers, customs houses, baths, shopping arcades and other “crowded places”. Initially, taverns did not serve food.

Taverns and drinking houses were intended for the common people and could not meet the demands of a “higher” public. There was a need to create shelters for visitors, places for communication, and business meetings. This is how he entered the everyday life of Russians tavern or a “free house”, in which food was offered to visitors along with drinks. One of the first taverns in St. Petersburg was opened by Peter Thiele in 1719 on Vasilyevsky Island.

History begins in the 19th century bar. The term “bar”, which appeared in America, comes from the English word bar, which is translated as a fence (counter, counter) separating the seller from the buyer. The first bars offering mixed drinks appeared in 1882. In Europe, they became widespread after the demonstration and tasting of their products at the World Exhibition in 1889 in Paris. Previously, bars were only independent enterprises; now they are an integral part of restaurants, cafes and other establishments. Over the years, bars have undergone a number of changes, but the very nature of the service has remained the same.

2. PLACE OF CATERING ENTERPRISES IN THE STRUCTURE OF THE HOTEL.

The hospitality industry has historically formed and grown from the accommodation sector, represented by various types hotel enterprises. In the classical sense, a hotel is a house with furnished rooms for visitors. IN modern conditions hotel is an enterprise intended for hotel services citizens, as well as individual tourists and organized groups. A modern hotel enterprise provides consumers not only with accommodation and food services, but also wide range transport services, communications, entertainment, excursion services, medical, sports services, beauty salon services, etc.

The organizational structure of a hotel enterprise depends on many factors. First of all, this is the capacity of the enterprise, its purpose, location, hotel category, consumer segment and much more. It is impossible to propose a single organizational model of a hotel; we can only highlight general aspects of hotel organization. A modern large hotel includes the following main services:

Room management service,

Administrative service,

Catering service,

Commercial service,

Engineering and technical service.

Providing food and beverage services is the second main activity of most hotels, after accommodation services, and many of them do this large quantity employees than by providing rooms and seats. This happens for two main reasons:

Unlike hotel rooms, food and beverages in hotels can be provided to non-residents in the same way as to resident guests, and these services may include the sale of substantial receptions;

Providing food and beverages is a relatively labor-intensive service.

The structure of hotel complexes may have several catering establishments, or there may be none. They can also vary in type. In large hotels that are part of well-known hotel chains, there are usually several catering establishments - fashionable and casual restaurants, cafes, bars, with different specializations and different price levels for food and drinks. The number and type of restaurants and bars are determined by the size and variety of markets served by the hotel.

According to the Regulations on the state system of classification of hotels and other accommodation facilities in the Russian Federation, restaurants and cafes, as a type of food establishment, must be present in the structure of accommodation facilities having categories 2* and 3*. The presence of a restaurant with several rooms (including a banquet room with the ability to transform into a conference room), as well as a cafe and bar is required for hotels with 4* and 5* categories.

Historically, the main food enterprise is an enterprise with a full cycle of processing food raw materials. Catering enterprises with an incomplete technological cycle, engaged only in additional processing of culinary products, represent a progressive direction in the development of the food industry, as they have a short production cycle and provide a wide range of dishes and drinks.

3. CLASSIFICATION OF FOOD ENTERPRISES.

In modern conditions, the classification of food enterprises is formed according to a number of criteria. Based on the relatedness of management, a distinction is made between enterprises united in chains and enterprises operating independently.

Depending on the assortment, enterprises are distinguished as complex, universal and specialized. Depending on the contingent of consumers, there are enterprises that work with a permanent contingent (at hotels, boarding houses, sanatoriums), and enterprises that work with a variable contingent (city restaurants, cafes, bars).

Food establishments are also grouped depending on the methods of service, the completeness of the technological process, the volume and nature of services, the type of food (cuisine), operating mode, etc. The typification of food establishments in the Russian Federation is based on the form of customer service, the nature of the activity, the range of dishes and drinks In addition, the features of the interior, musical accompaniment, furniture, tableware and serving are taken into account. The main types of food establishments include: restaurants, cafes, bars, buffets, canteens, snack bars.

Definitions of each type of catering establishment are given in GOST R 50762-95 “Public catering. Classification of enterprises".

Restaurant– a catering establishment with a wide range of complexly prepared dishes, including custom and signature dishes; wine, vodka, tobacco and confectionery products, an increased level of service combined with recreation.

In restaurants, consumers are provided with lunch and dinner, and when serving conventions and conferences, a full diet is provided. Hotel restaurants serve breakfast. IN holidays restaurants organize family dinners and tastings of national cuisine; Evenings, balls, celebrations on the occasion of weddings and anniversaries are held.

Large hotels and hotel complexes usually have several restaurants, which offer different menus, different forms of service and atmosphere. For example, a restaurant with national cuisine, a restaurant for businessmen, a restaurant for those who just want to have a quiet lunch, and a restaurant with entertainment events.

A restaurant of the highest category must have a banquet hall, a bar, and a cocktail lounge with a bar counter. Head waiters and waiters are required to have perfect command of customer service techniques, as well as knowledge of a foreign language to the extent necessary to perform their duties. An integral element is the branded clothing of the service personnel.

Bar– a catering establishment with a bar counter, selling mixed, strong alcoholic, low-alcohol and non-alcoholic drinks, snacks, desserts, pastry and bakery products, and purchased goods.

In small hotels, one bar can serve both guests and outside visitors. Larger hotels may have a separate bar for guests combined with a lounge, a bar in the restaurant or a dedicated bar catering to receptions.

Depending on the range of drinks and snacks sold, bars are divided into beer, wine, dairy, cocktail bars, etc. Highly qualified head waiters, waiters and bartenders meet and serve visitors in bars. Bars with their own production have chefs. All bars must be equipped with audio equipment, and bars of the highest and first categories must also be equipped with a TV and slot machines.

Disco bars. IN daytime These enterprises operate as cafes, and in the evenings they host discos.

Hotels usually open wine bars or cocktail bars. Here visitors can take a light aperitif. When such a bar is located in the hall of a large restaurant, it is called an “aperitif bar.”

Cafe- an enterprise for organizing catering and recreation for consumers, providing a limited range of products compared to a restaurant. Sells branded, custom-made dishes, products and drinks.

The cafe is distinguished by some features of the organization of customer service. The assortment of drinks must include at least 2-3 types of coffee; rum, liqueur, served with coffee in special porcelain dishes.

Depending on the range of products sold, there are ice cream parlors, confectionery (tea, coffee, chocolate) and dairy (curd, egg, kulesh) cafes.

Dining room- a public catering establishment that serves a specific group of consumers, producing or selling dishes in accordance with a menu varied by day of the week. Typically, canteens also provide additional services - delivering meals to home, accepting pre-orders, organizing and holding celebrations.

Depending on their location, canteens are divided into public canteens and canteens at enterprises, institutions, educational institutions that serve workers, employees, students and schoolchildren. Diet canteens provide daily dietary rations.

Snack bar- a specialized catering establishment with a limited range of dishes of simple preparation from a certain type of raw material and intended for quick service to consumers.

The specialization of eateries involves the sale of certain types of products characteristic of a given enterprise - fish eateries, meat eateries (sausage, kebab), pancake, cheburek. Diners often use self-service with a free choice of food with a serving counter.

4. FEATURES OF SERVICE AT HOTEL CATERING ENTERPRISES.

Organization of service in a restaurant includes meeting visitors, taking orders, receiving ordered products from the kitchen and buffet, serving ordered dishes and drinks, and paying customers.

Depending on the number of guests served, the category and equipment of catering establishments, different types of services are used. The most common are French, English, American, German and Russian services.

French service. This type of service is common in fine dining restaurants, where it emphasizes the elegance of the service. It is considered the most impressive and expensive in the world. A large dish with food laid out on it is shown to the guests and only then placed on the guests’ plates. This takes into account a person’s visual perception of beautifully served food.

French service requires a whole team of service personnel, which should include: a restaurant manager (maitre d'); a senior waiter who greets guests, explains the menu, monitors the efficiency of service and personally puts food on the guests’ plates; assistant senior waiter - takes orders for drinks, serves dishes; the waiter serving water, he also passes orders to the kitchen, brings carts with food from there, clears the table; wine waiter (sommelier).

English service(service from side table). In this method, the waiter places food on the guest's plate on a side table, then serves it. If a refill is required, the waiter uses a clean plate and cutlery. This type of service is labor intensive and is therefore only recommended for serving individual tables.

The products are placed on a serving dish, which is placed on a table with wheels. The table is brought to the table at which the guest is sitting. The guest chooses the portion himself and the waiter begins to prepare the dish before his eyes.

American service. Food is prepared and plated directly in the kitchen. The waiters serve and place plates to the guests. This type is popular due to its simplicity and efficiency.

German service. The food is laid out on a large dish and placed on the table at an accessible distance from the guest so that he can serve himself.

Russian service. The food is served on a serving platter. The waiter divides it into portions in front of the guests, then the guests themselves transfer these portions to plates.

When organizing service in restaurants (cafes) of hotel complexes, the following food conditions are usually offered:

full board, that is, three meals a day (breakfast, lunch, dinner) - full board (FB);

half board, that is, two meals a day (breakfast plus lunch or dinner) - half board (HB);

only breakfast, that is, one meal - bed and breakfast (BB).

Special food conditions are created in hotels operating in the club recreation system (in addition to three meals a day, big choice free snacks, alcoholic and other drinks) – all inclusive (all included in the price).

At any catering establishment, its face is the menu. The menu is an important condition for success in the restaurant business. The menu should contain all the basic information about the restaurant: name and logo, address, phone number, opening hours, days off, types of accepted credit cards, offers for special banquet services.

The term “menu” comes from the French word “menu” and means a schedule of dishes and drinks for breakfast, lunch and dinner, as well as rations (three meals a day) compiled in canteens and restaurants, a listing of dishes for receptions and other types of service. The second definition of the term “menu” is a form, a card, where the names of dishes are printed or written.

There are static and cyclic menus. Static – a predetermined menu for a long period of time. It is introduced because of the only possibility of exercising strict control over the quality of restaurant dishes and their prices. A cyclic menu is the exact opposite of a static one. This menu provides ample opportunities for the client. It offers a selection of salads, meat and fish dishes, appetizers and desserts that change daily.

There are three main types of menus.

Menu "A la carte"(a la carte - a la carte) indicates a la carte dishes with an individual price for each. This menu is also called a custom menu with a free choice of dishes. This type can most often be found in expensive restaurants that practice French service.

Menu "Table d'Auteur"(table d'hote - complex) offers a choice of one or more options for each dish at fixed prices. This is a one set price menu, the price includes everything from appetizer to dessert. This type of menu is often used in hotel restaurants, mainly in Europe. Its advantages are that guests consider it more economical.

Menu "Du Jour"(du jour – for the day) – “menu of the day”. Its main feature is its inconstancy: the menu is compiled daily and “works” only one day. The next day it may be completely different. The advantage of such a menu is the ability to maximize the use of seasonal benefits of food products.

There is also specialties menu or a chef's catalogue. This type of menu is typical for expensive exclusive restaurants in luxury hotels.

Tourist menu – is built in such a way as to attract the attention of tourists, emphasizing the cheapness and nutritional quality of the dishes. This menu is planned as a daily menu and offers 2, 3 and 4 meals a day.

5. METHODS OF SERVICE AT HOTEL CATERING ENTERPRISES.

When organizing breakfasts, lunches and dinners, various service methods are used: “a la carte”, “a parte”, “table d'hote”, buffet, buffet service, hotel room service, catering.

"A la carte." Guests select dishes and drinks from the menu card, then the order is transferred to the kitchen and preparation and serving immediately begins. With this type of service, the guest has the opportunity to receive advice from the waiter, and the waiter, for his part, actively participates in the selection of dishes and drinks. Despite the fact that the “a la carte” method is considered the most labor-intensive, it is currently the most common, as it best suits the wishes of the guests.

“A part.” With this method of service, guests, having previously made an order, are served within a set period of time. Very often found in holiday homes, boarding houses and resort hotels.

"Table d'hote." It differs from “a part” in that all guests are served at the same time and according to the same menu. Often used where production capacity and the kitchen options are quite limited.

Buffet. Presents a wide selection of snacks and dishes with free access: you can take everything from what is offered and displayed. This is one of the most common methods of serving breakfast in hotels.

Concept room service (room- service) for some time used in relation to any service of hotel guest rooms . Currently, it is used in a narrower sense - serving food and drinks in rooms. Wanting to specify this type of service, some hotels also use concepts such as “breakfast (lunch, dinner) in the room.”

This requires special training of personnel. A waiter working in a room must know not only the rules of table setting, the sequence of serving dishes, and service techniques, but also the rules of behavior in the room. Hotel clients place orders by telephone directly to the head waiter, as well as to the maids, who maintain constant contact with the head waiter. In large hotels and hotel complexes, orders can be taken by the floor attendant and the senior waiter. When accepting an order, it is mandatory to take into account and record the following data: room number, number of guests served, detailed name and quantity of ordered dishes and drinks, time of order submission. Having accepted the order, the head waiter passes it on to the immediate executors - waiters, kitchen workers. For service in hotel rooms, special tableware and cutlery are used (metal dishes with lids, metal coffee pots, teapots), rectangular trays, service carts, and lightweight folding tables.

Catering. This term refers to outdoor service of food establishments. Typical examples of such services are the organization of picnics, banquets, buffets, weddings and other events, when professional managers are invited to conduct them. This type of service is especially relevant in the summer.

To carry out catering, a separate service is created in the organizational structure of the hotel complex - the catering service. In addition to organizing banquet services, the catering service provides technical support for events.

The main advantage of the process of organizing catering on the basis of a hotel complex is the presence of multifunctional premises, specially equipped for holding various types of events. As a rule, catering premises are located on the first or second floors of the hotel, so that event participants, who are not hotel guests, can freely access banquet and other halls without encountering room security systems.

CONCLUSION

Providing food services to guests is occupied by catering units in the hotel complex, including: restaurants, cafes, bars, buffets, banquet and conference service units, and room service.

Food services are second only to accommodation services in hotel enterprises in terms of income generated. Methods and forms of hotel customer service can be very diverse. In the activities of a large hotel, a combination of various service methods is possible.

In our city there is a fairly wide selection of hotels, hotel complexes and mini-hotels with various catering establishments and forms of service. Hotel restaurants offer their visitors both room service and restaurant service. You can also arrange a business lunch, dinner or celebrate any celebrations.

It is important for a hotel catering company to have qualified personnel who know their business. Service personnel at food service establishments must take into account the individual characteristics of clients, have firm ideas about the moral requirements for their profession, and be ready to improve and improve the quality of their work in accordance with the requirements of modern society.

LITERATURE

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Volkov Yu.F. Hotel service technology: textbook / Yu.F. Volkov. – 2nd edition. – Rostov n/d: Phoenix, 2005.

GOST R 50762-95 “Public catering. Classification of enterprises". Date of introduction: July 1, 1995 (as amended on May 15, 1996)

Kabushkin N.I. Tourism management: Textbook. – 2nd ed., revised. – Mn.: New knowledge, 2001.

Lyapina I.Yu. Organization and technology of hotel services: A textbook for prof. education / Irina Yuryevna Lyapina; Under the editorship of Candidate of Pedagogical Sciences A.Yu.Lapin. – 2nd ed., erased. – M.: Publishing Center “Academy”, 2002.

Medlik, S. Hotel business: Textbook for university students studying service specialties (230000) / S. Medlik, H. Ingram; (translated from English by A.V. Pavlov). – M.: UNITY-DANA, 2005.

Mozhaeva N.G., Boginskaya E.V. Tourism: textbook. for students SPO systems / ed. Skamnitsky. – M.: Gardariki, 2007.

Sorokina A.V. Organization of services in hotels and tourist complexes: Textbook. – M.: Alfa-M: INFRA-M, 2007.

Timokhina T.L. Organization of reception and service for tourists: Tutorial. – M.: LLC “Knigodel”: MATGR, 2004.

Tourism and hotel management. Textbook / Ed. honorable employee high school Prof., Doctor of Economics Chudnovsky A.D. Ed. 2nd revision and additional – M.: YURKNIGA, 2005.

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