Chapter 1. Glossary and General View on Restaurant & Kitchen Terms

This is one Chapter that anyone working in Restaurants or Kitchens could use .There are various terms usually used internationally , short descriptions , sauce names , dressings , dish styles and so on !

A-1 Sauce

Bottled condiment used for meat and poultry products, dark brown in colour, sour-spicy in taste, based on tomato

Agar-agar

Natural, vegetarian alternative to gelatine

Aioli

Forked potato, garlic and olive oil, similar to mayonnaise in consistency, served for fish, seafood and vegetables (fritti).

Ajowan

Similar to caraway seeds, but gives a brighter, less musky flavour

Al Aglio Olio e Pepperoncino

Traditional, simple pasta preparation of hot pasta tossed in olive oil, garlic and chili

A la Mode

Any dessert served with vanilla ice cream

Albert Sauce

Béchamel sauce with grated horseradish added. Traditionally served with roast beef

Alfredo

Pasta sauce of cream, Italian cheeses, butter, garlic and nutmeg

All Spice

The dried berry of the Myrtle tree gives the aroma of several other spices, hence the name. It is used in Caribbean ‘Jerk’ cuisine

Allemande

One of the four classic Mother sauces. Made from a base Velouté, thickened with egg yolk.

Alpha-Alpha

Salad with tiny leaves on long feet from the watercress family

Alumettes potato

Julienne shape sticks, deep fried. ‘Matchsticks’

Amaretto

Italian almond liqueur (Amaretto di Saronno)

Amatriciana

Spicy pasta sauce of plum tomatoes, onion, garlic, pancetta and chili

American Cheddar

Hard cheese, yellow/orange in colour, aged to different maturities e.g. Mild, sharp, extra sharp

Americano

Shot of espresso made long and thin with hot water

Amontillado

Spanish Sherry made from Palomino grape. Also a variety of consommé served with julienne leek and said sherry

Anchovy

Small, silver fish from the Mediterranean that are filleted, salt-cured and packed in tins with oil

Anise

Or Star Anise, because of its shape, gives the ‘aniseed’ scent and taste and is used from Europe to India.

Anna Potatoes

Thin round slices, seasoned and layered with clarified butter in a mould, the oven baked.

Annatto Seeds

From the tree of the same name, found in Spain, India and Latin America giving the musky scent and red-rust coloration to sauces, such as Sofrito.

Antipasto

Italian term for cold hors d’oeuvres. Usually small bits or cocktail snacks like Parma ham, grissini, pesto, marinated vegetables (bell peppers, artichoke, tomato, zucchini, and eggplant), seafood or fish.

Apple

Fruit of the apple tree of which there are over 3000 varieties

Apricot

Stone fruit with a pale orange flavour, used fresh or dried, particularly in North African cuisine. Relative of the plum.

Arabica

The more flavorsome and widely-grown of the two major coffee species, the other being Robusta. Rich, smooth flavour

Arborio Rice

Italian rice used especially for risotto

Arrabiata

Vegetarian version of the Amatriciana

Arrowroot

Thickening agent from the root of a Caribbean plant, ground to a tasteless white powder and used in much the same way as cornstarch

Artichoke

Bud of a plant closely related to the thistle, the tender heart and meaty bottom and edible, but requires much prep work (known as turning)

Asparagus

A member of the lily family, this vegetable is prized for its tender stalks. At its best, the stalks should be smooth, with a tightly-packed head that is just turning purple.

Aubergine

Also known as ‘Eggplant,’ this fruit is a member of the nightshade family, they have a mild, savoury flavour and a waxy texture. They range in colour from deep purple to white.

Aurore Sauce

Béchamel sauce with just enough tomato puree added to tint it pink.

Avocado

Also called ‘Alligator Pear,’ this fruit has a buttery texture and mild, nutty flavour, giving Guacamole it’s distinct green colour and mild, creamy taste.

Bacon

Meat from the loin of the pig, sliced thin into rashers. American style is to use narrow slices without the eye and cook until crisp. British style includes the eye and cooks until the fat starts to crisp.

Bagel

Doughnut shaped bread roll made from yeasty dough. If requested ‘Scoop out,’ the rings are emptied of the soft bread and only the crusts are served. Native to N. E. USA.

Baguette

French loaf or stick made from white bread

Bagna Cauda

Italian sauce from Piedmont made from olive oil, butter, anchovies and garlic, served warm as an appetizer for dipping raw vegetables in.

Baguta

Sauce served with Duck confit, made from poultry stock and pureed duck meat with crispy skin chopped in to it.

Bain-Marie

Cooking in the oven with a little amount of water to create humidity during the cooking process.

Baked Alaska

Very cold ice cream block on sponge pastry coated with soft meringue (beaten egg white with sugar) and quickly browned in the oven.

Baked Beans

Navy Beans canned in Tomato Sauce

Baked Fruit Tarts

Based on the tart tatin, ‘upside down’ baked.

Baklava

Several layers of a pastry (made with semolina flour, oil and eggs) stuffed with chopped grilled almonds, pistachios and walnuts mixed with sugar and then cut into triangles before baking. When they come out of the oven, syrup flavoured with rose water is poured over.

If anyone would like to order some Turkish sweets You could send a message to Mr. Razvan Nitulescu at razvan.nitulescu@gmail.com ( Pastry Chef and owner of “Dolce Family”- offer available for Bucharest only ,  for the moment.

Sarailie——————–16 RON kg

Baklava cu nuca————-16 RON kg

Baklava cu ciocolata——–16 RON kg

Cuschiozi——————-16 RON kg

Halep———————–16 RON kg

Sobiet———————-16 RON kg

Ghiuzel———————16 RON kg

Dolce Family Special——–16 RON kg

Hauci———————–16 RON kg

Balsamic

Vinegar made from the Trebbiano grape. Aging in wooden barrels, becoming dark in colour, in graduating sizes, over a period of years. Clear Balsamic is vinegar that has not been aged.

Balsamic Vinaigrette

Balsamic, vinegar, oil, mustard and seasonings

Bami-Goreng

Indonesian noodle dish. Bami = noodle, Goreng = fried. Egg noodles stir-fried with vegetables. Seasoned usually with Sambal Oelek, soy sauce and Kecap Manip (thick sweet soy-sauce).

Banana Fosters

Flambéed banana in caramel sauce flavoured with Crème de Banana and flamed with Rum.

Banana Split

Whole banana, halved, with vanilla, chocolate and strawberry ice cream topped with whipped cream

Barbecue (BBQ)

BBQ sauce is tomato sauce, sugar, olive oil, Tabasco, curry, salt,pepper and vinegar. Used it for grilled meats.

Barigoule

A classic Provencal dish of artichokes braised with celery, carrot, wine and vegetable stock.

Basic Cold Soup

Soup made from poached fruits or vegetables, blended with cream, yoghurt and other flavouring ingredients.

Basic cream soup

Any basic soup comprising of stock, flavouring ingredients thickened with cream or roux.

Basil

Mediterranean herb used fresh in salads and sauces. Also features in Thai cuisine. It has a unique and savoury flavour.

Basted Egg

A fried egg that is cooked covered in oil

Bavarian Cream

Dessert sauce from Germany made from custard, whipped cream and an additional flavouring, e.g. fruit, caramel, chocolate.

Bay

The tough, dark green leaves of the Bay tree are not edible, but are placed in stews, stock pots and casseroles to give a pungent, bitter flavour, then removed later.

Bean Sprouts

A relative of cress, bean sprouts are widely used in Asian cuisine. They can be eaten raw in salads, or cooked, like in Chow Mein. They have a fresh, clean taste.

Béarnaise Sauce

Reduction of vinegar, wine, tarragon, chervil, parsley and shallots finished with egg yolks and clarified butter usually served for the Chateaubriand together with Bordelaise Sauce.

Béchamel Sauce

One of the four Mother sauces. Basic French white sauce made by stirring milk into a roux. This can then be used to make other sauces, such as Cheese and Parsley

Beef

Meat from the cow…

Beefsteak Tomato

Largest variety of tomato, full of juice.

Beetroot

Round root vegetable with brilliant purple juice that stains everything it touches. Great roasted or pickled

Bel Paese

Italian semi-soft cheese with a mild, creamy taste, slightly fruity

Belle Helene

A dessert with poached pears, ice cream, and chocolate sauce. It is also a term used in French cookery as a name for a garnish to grilled meat dishes…also known as “Poires Belle Helene”.

Beluga

Beluga is a sub-species of the Sturgeon fish found in the Caspian Sea between Russia and Iran. It is famous for its roe, the highest quality, and most expensive type of caviar. The eggs are heavy and ripe and range from silver to black, with a buttery, sweet flavour. Beluga caviar comes in blue tins.

Bercy Sauce

Velouté made with fish stock and shallots, traditionally served with fish

Berny Potatoes

Duchesse potatoes with chopped truffles, shaped into balls, dipped in beaten egg and coated in chopped almonds then deep-fried.

Beurre Blanc

Reduction of white wine, vinegar and shallots whisked with cold chunks of butter.

Beurre Rouge

Same as above, but with red wine.

Bigarade Sauce

Orange sauce with an Espagnole base. Duck or chicken jus with orange juice, a little sugar and Cointreau. Should taste like bitter orange.

Bircher Muesli

Swiss cereal mixture of wheat flakes, nuts, raisins and sugar, served hot or cold with milk or yoghurt

Bisque

Thick and creamy soup, flavoured with white wine, brandy and cream

Black Lava Salt

Salt resembling flakes of charcoal, with a sharp flavour

Blackberry

Grown on the Bramble vine, deeper flavour than raspberries

Blackcurrants

Bitter-sweet currants with a deep purple colour

Blackened Meat

Similar to Cajun spiced meat products, with additional cracked black pepper and herbs

Blini

Small, thick pancakes made with a batter that contains buck wheat and wheat flour. Usually served with caviar or smoked fish.

Blintzes

Thin pancakes filled with cream cheese, chopped meat or fruit

Blue Cheese Dressing

Similar to French dressing with addition of blue cheese and cream

Blue Mountain

Coffee from Jamaica, grown on the mountain of the same name. Very famous and expensive.

Blueberries

Smooth-skinned berries from the Northeast United States. More purple than blue

Boar

Wild pig, particularly popular in the Black Forrest area of Germany

Bok Choy

Or ‘Chinese cabbage’ is of crunchy, white stalks and luscious green leaves. Can be eaten raw in salads, or cooked in Asian dishes.

Bolognese

Italian pasta sauce of ground meats, tomatoes, root vegetables, onions, garlic and mixed Italian herbs.

Bordelaise Sauce

Sauce Espagnole with red wine, tarragon, herbs, shallots, stock and bone marrow

Boston lettuce

Medium size leaves, tender, very delicate on taste

Bouillabaisse

Generic term for boiled fish and seafood broth or stew from the south-eastern part of France. In general, saffron and potatoes are always used for the preparation. Thickened by the potato starch. Served with garlic croutons, grated cheese and rouille

Boulangere Potato

Sliced potatoes sautéed with onions and baked in the oven with consommé.

Bouillon

Based stock made from poultry carcasses or meat bones or vegetables cooked in water, that is then used to make soups and stews.

Bouquet Garni

Mixture of herbs and vegetables tied together with string and used to flavour soups and sauces. The flavour and the colour is extracted, the Bouquet can be removed.

Bourguignonne

Cooking for instance a certain type of meat in burgundy red wine.

Boursin

Triple-cream, spreadable cheese from Normandy, often flavoured with pepper, garlic or herbs

Bran

High-fiber cereal used to make Bran Muffins

Brandade

Dish typical from the south of France and Portugal, composed of salted cod, potatoes garlic, olive oil, cream, breaded and cook in the oven

Brandy Butter

See ‘Hard Sauce’

Bread Sauce

Béchamel based sauce of breadcrumbs and finely diced onions and flavoured with cloves, traditionally served with game birds and turkey

Bresaola

Italian air-dried beef

Brie

Soft cheese from Normandy with a mild, creamy taste

Brioche

Soft loaf or roll made from yeast dough enriched with butter and eggs. Served toasted to accompany pâté and parfait.

Brisket

Meat cut from the breast of a cow, good for slow, wet roasting

Brittle

Hard caramel flakes usually with candied nuts inside

Broccoli

Comes from the Italian for ‘cabbage sprout,’ is a relative of the Brussels sprout and the cauliflower. Tight florets of emerald green buds, best served steamed with melted butter

Broccoli Rabe

Young broccoli shoots, before the head has developed fully. Also known as ‘Purple sprouting,’ because of the tinge of purple colour on its dark green leaves.

Brochette

Meat grilled and served on a skewer, sometimes mixed with vegetables like tomato, mushroom, bell peppers, etc…

Broiler

13 week old chicken

Broiling

Cooking by direct heat on oven, charcoal, range or broiler

Broth

Refined stock, made by skimming the fat and straining

Brown rice

Unpolished rice containing more vitamins

Brunoise

Style of cutting the vegetables, very thin cubes

Bruschetta

Grilled slices of baguette brushed with olive oil and fresh garlic, topped with tomatoes, peppers etc

Brussels Sprouts

Baby cabbages that grow many heads to one stalk. Intense cabbage flavour.

Buccatini

Hollow, spaghetti-like pasta

Buffalo

Large, wild North American relative of the cow prized for its lean meat and milk, which is used to make American Mozzarella.

It is actually this one that eventually supplies the steaks …the other one , as far as I know is among the protected species .

Butter Scotch Sauce

Caramel sauce flavoured with scotch whisky

Button Mushrooms

Small, round mushrooms with the classic white cap and suede-brown underside.

Cacciatora

Italian for hunter. Food prepared with mushrooms, onions, tomatoes, various herbs and wine

Caesar Salad

Salad made from Romaine lettuce, Parmesan and Caesar dressing

Caesar Salad dressing

Olive oil, egg yolks, garlic, mustard, anchovies, lemon juice, red wine vinegar and grated Parmesan cheese

Café Amaretto

Strong coffee with Amaretto almond liqueur and Kahlua with whipped cream

Café Bueno

Strong coffee with brandy and Kahlua and whipped cream

Café Frangelico

Strong coffee with Frangelico hazelnut liqueur and whipped cream

Café Latte

Shot of espresso served in a tall glass, filled with steamed milk and topped with milk foam

Café Mocha

Shot of espresso with one shot of hot chocolate and topped with foamed milk

Calamari

The meat of a squid, usually only the tube or body is eaten. Commonly served cut into hoops and cooked in a sauce, or breaded and deep-fried

Californian Roll

Sushi style made of vegetables

Cambozola

German, double-cream cheese with a mild, aromatic taste. Also known as ‘Blue Brie’

Camembert

Delicate, full-flavoured soft cheese from the town of the same name, France, similar to Brie but with a milder flavour

Canadian bacon

Trimmed, pressed, smoked loin of pork

Canapé

Toasted bread or crackers spread with pastes, pates, meat or seafood pieces, caviar etc. and garnished for eye appeal. Served with cocktails

Cantaloupe

Species of melon with a salmon coloured flesh and tropical, juicy flesh

Capon

Rooster castrated before 8 weeks old

Cappuccino

Coffee drink comprising of espresso coffee, steamed milk and milk froth, topped with cocoa dust. Foam should be thick enough to cut with a spoon. Named for the Cappuccino monks, who wore white hoods with their brown robes

Capricciosa

Pasta sauce of tomatoes, ham, mushroom, artichokes, garlic, black olives and mozzarella

Capsicum

Latin name for the family of the bell pepper

Carambola

Or ‘Star fruit’ because of its cross-shape profile. Very little flavour, but great for garnishes

Caramel

Melted sugar that has been browned by heating

Caraway

The seed from a member of the Parsley family, it has a smoky, aniseed taste and goes well in stews and casseroles

Carbonara

Pasta sauce made with cream, bacon, egg yolk, parsley and parmesan

Cardamom

Oval shaped seeds of a tropical plant related to ginger. A quite unique, pungent scent that gives Pilau rice it’s distinct flavour

Carpaccio

Thin slices of raw beef or tuna seared and served paper-thin. Named from an Italian painter who used to use a lot of red in its paintings. By extension, all preparations based on the same process or aspect

Carrot

Orange root vegetable

Cassata

Italian ice-bomb cake made with different ice-cream flavors and candied fruits

Casserole

French name of a dish for food preparation, in which the dish is prepared and served

Cassoulet

Traditional French dish made with white beans and various meats in a thick stew (pork, duck, sausage)

Cauliflower

Tight florets on this head-growing vegetable formed in green, purple but most commonly white. Often baked in a cheese sauce to form ‘Cauliflower cheese’

Cavetappi

Twisted tube pasta

Caviar

The eggs (roe) of the Sturgeon fish from the Caspian sea. Largest producers are Russia and Iran. Classical garnish for caviar is lemon wedge, Melba toast, chopped onion, egg yolk, egg white and sour cream. An alternative tradition is to consume with Blinis and a shot of Vodka

Cayenne Pepper

Dry, rust coloured powder from chilies originally grown in Cayenne, Indonesia

Celeriac

Root of relative of the celery, the flavour is somewhere between celery and parsley. Used raw in salads and chopped into stews and soups

Celery

Tightly ribbed stalks with a bitter, anise flavour eaten raw as a crudités or diced into stews and sauces, such as Bolognese

Celestine

Shredded herb pancake, used for garnish in consommé

Cepes

Wild mushroom. Porcini in Italian.

Ceviche

From Peru. Raw fish or seafood marinated in lemon and lime juice and served raw with chopped onion and tomatoes.

Chang Mai

Thai dish of spicy egg noodle with minced pork and chicken, onion, garlic, chili paste, fish sauce and deep-fried shallots

Chamomile

Dried, daisy-like flowers used to make a tisane, renowned for its soothing properties

Chantilly

Whipped cream flavoured with vanilla essence.

Chanterelles

Trumpet-shaped wild mushroom found in tan to yellow colors with a nutty flavour and a chewy texture

Charcoal

Carbonized wood chipping made by cold smoking and used as a fuel for BBQs

Chard (Swiss)

It’s a root whose leaves are eaten as a vegetable; the taste is similar to spinach.

Chasseur Sauce

From the French, ‘Hunter’ An Espagnole sauce with shallots and mushrooms added, served with game birds

Chateau Potato

Turned potatoes (long oval shape) blanched and sautéed in butter.

Chateaubriand

Thick piece of the head of the beef fillet (double slice)

Checca

Pasta sauce made from tomatoes, basil, oregano and mozzarella

Cheddar

Hard cheese from Somerset, England, the best being crumbly in texture and tangy in taste

Cheese

Coagulated milk, cream, skimmed milk or a mixture of these, drained in a mould. Has a wide range of flavours and textures, when served as a course, should always be at room temperature

Cheese Sauce

Béchamel sauce with grated cheese stirred in. Cheeses such as Gruyere, Cheddar, Roquefort work well

Cherries Jubilee

Flambéed cherries in cherry sauce flavoured with Herring Cherry Liqueur and flamed with Kirshwasser.

Cherry

Stone fruit with a sugary flesh, about the size of a grape.

Cherry Tomato

Tomatoes the size of a cherry, often harvested and prepared still on the vine

Chervil

Relative herb of Parsley, with tight curled leaves and a mild anise flavour

Chevre

‘Goat’ in French, but generically applied to French cheeses made from goat’s milk. They can range from soft and creamy to hard, most having a tart flavour

Chicken

Most common of the poultry birds

Chickpeas

Hazelnut sized irregular shaped legume with a paste-like texture and mild nutty flavour, used widely in Indian, Middle Eastern and North African cuisine

Chilled Bisque

Same as bisque, but in general flavoured with fruits and served cold

Chips

Very thinly sliced and deep-fried. Can be served hot or cold. Also known as Crisps

Chives

Fragrant herb, relative of the onion with a mild onion flavour. The long, green tubular stems are used as garnishes

Chocolate

Confectionary made from the fat extract from the Cacao bean, ranging from sickly sweet, to bitter, depending on the quantity of cream/sugar blended with the Cacao

Chocolate sauce

Melted chocolate with butter

Chop

Small cut from the rib, on the bone, particularly pork, lamb and veal

Chop Suey

Chinese ‘mixed pieces’) is an American-Chinese dish consisting of meats (often chicken, beef, shrimp or pork), cooked quickly with vegetables such as bean sprouts, cabbage, and celery and bound in a starch-thickened sauce

Chorizo

Highly seasoned, coarsely ground pork sausage with garlic, chili and other spices from Spain.

Choron Sauce

Sauce Béarnaise tinted pink with tomatoes. Named for the Chef who created it

Choux Paste

Paste made from milk, butter, flour, salt and egg

Chowder

Thick, chunky soup, mostly clam based.

Manhattan clam chowder is based on tomatoes.

New-England or Boston is based on potatoes and cream.

By extension, any thick, rich, chunky soup, like corn chowder, etc.

Chuck

(American) cut of beef from the neck, cut down into steaks and roasts. Good for stewing

Churro

Spanish and Mexican specialty consisting in a sweet dough spiral deep-fried and sprinkled with sugar. ‘Chi-chi’ in French

Chutney

Relish, made with chopped fruits or vegetables, mostly with sugar and vinegar. The taste is sweet and spicy-sour

Cilantro

Fresh leaves of the coriander

Cinnamon

Dried bark of the Laurel tree curled into sticks and either used whole to impart flavour to sauces or ground to a powder and included as an ingredient

Cioppino broth

Broth based with chicken stock white wine, bacon, clam juice, garlic, tomatoes, chili flakes, and saffron

Cloves

The dried, unopened buds of the Syzygium Aromaticum, from the laurel tree, lending a pungent scent to stocks and sauces, such as bread sauce

Cobbler

Dessert consisting of a fruit filling poured into a large baking dish over a batter that rises through when baking. The batter forms as a dumpling within the cobbler as well as a crust for the top

Cocktail sauce

American: Ketchup, Tabasco and grated horseradish

European: Mayonnaise, ketchup, Cognac, Tabasco, Worcestershire sauce, lemon juice a little bit of paprika (see also Rose Marie) Should have the color of a baby shrimp

Coconut

Fruit of a palm tree, comprising of a rock hard, brown shell, brilliant white flesh and refreshing ‘milk’

Coconut Milk

Coconut Cream

White liquid blended from the juice of a coconut and the flesh, to different consistencies. Used a lot in Thai and Vietnamese cooking

Cod fish

A popular saltwater fish comes from the Pacific and North Atlantic Oceans. Cod’s mild flavoured meat is white, lean and firm. Can be baked, poached, braised, broiled and fried. Salt-cured cod is important to Portuguese cuisine

Coffee

Originally from the hills of Ethiopia. Beans of the coffee Arabica and coffee Robusta bushes, shelled and roasted then ground to make a hot, stimulating beverage

Cointreau

French orange flavoured liqueur

Colbert Sauce

Named after one of King Louis XIV’s ministers, combines meat glaze, tarragon, lemon juice, butter, wine and shallots. Usually served with game and grilled meats

Cold Cuts

Selection of hams, salamis and cheeses eaten for breakfast

Compote

Stewed fruits, like prunes, pears, peaches, figs, apricots, etc…

Con Panna

Shot of espresso topped with a spoonful of cold whipped cream

Confit

Salted meat cooked in his fat. Slowly cooked and caramelized ingredients in wine, like onion confit

Consommé

It’s a broth clarified with minced meat, vegetables, egg white and sometimes tomato sauce for colour

Coppa

A cured ham taken from the neck of the pig

Coq au vin

A rooster stew flavoured with red wine, bacon, mushrooms, and pearl onions, garnished with mashed potato

Cordon Bleu

Traditional French cooking school, generally meat (veal) stuffed with ham and cheese, breaded and deep-fried

Coriander

Also known as Cilantro in Italy, or Chinese Parsley, is a widely used herb in Asian and Mexican cuisine. The leaves provide a pungent, citric flavour whilst the seeds are ground to make a powder, used in stir fries and curry powder. Also, the root can be boiled to make an aromatic stock for Asian soups and sauces

Corn Beef Hash

Breakfast side dish or corned beef sautéed into boiled potatoes

Cornish Game Hen

4-6 week old, wild chicken from Cornwall, England

Cornstarch

White, finely ground flower from corn kernels, used as a thickening agent

Cottage cheese

Soft, white fresh un-ripened cheese curd

Coulis

Puree of fruits with syrup, or vegetable liquid puree

Couscous

North African starch dish made out of cooked millet or hard wheat semolina. Served with most North African cuisine, and often flavoured with lemon juice, mint leaves and raisins, like in the dish Taboulé

Crab

Crustacean with over 4000 species worldwide. The white meat from the legs has a mild sea flavour, whilst the brown meat has a musty flavour. Crab meat is used to make potato cakes, used in sauces and also seafood salads

Cranberry Sauce

Cold sauce, served as condiment for poultry and game dishes

Cream cheese

Made from whole milk and cream, a bit sour taste, white, very creamy and smooth, ‘Philadelphia’ being the most famous brand

Cream of Tartar

The residue left behind after the fermentation of grape juice into wine, it is used as a major component of Baking Powder

Cream of wheat

Dry, finely ground wheat cooked in milk. Breakfast hot cereal, served mostly with brown sugar and cinnamon

Crème Anglaise

Vanilla and egg yolk custard served hot or cold over pastries and desserts

Crème Brulée

‘Bruleé’ means ‘burned’ in French. Double (heavy) cream egg custard with caramelized brown sugar on top. Flavoured with fresh vanilla sticks

Crème Fraîche

A matured, thickened cream with a tart, savoury taste. Used to add texture to soups and sauces without adding sweetness, or served on the side of desserts that would be too sickly with regular cream

Crème Patisserie

Pastry cream used for fillings and as a base of other dessert, like soufflé

Crepes

Thin pancake. Crepe batter is made out milk, flour, sugar, salt , eggs (sometimes alcohol)

Crepes Suzette

French dessert made with thin pancakes cooked in orange flavoured caramel sauce (Grand Marnier) and flamed with Cognac

Cress

Cress, native European plant. Found in combination with mustard & eaten at the seeding stage. Used raw in salads

Croissant

Moon or crescent shaped French roll, made with puff pastry and seasonings

Croquette Potato

Duchess potato balled, breaded and deep-fried

Crostini

(little toast in Italian), small, thin slice of toasted bread usually brushed with olive oil

Crouton

Diced or sliced bread fried and toasted in the oven. Served mostly with soups and salads

Crudités

Raw vegetables served as a hors -d’oeuvres with a dip

Crumble

Dish of British origin containing stewed fruit topped with a crumbly mixture of fat (usually butter), flour, and sugar. The crumble is baked in an oven until the topping is crisp

Cumberland Sauce

Cold sauce from England. Based on red and black currants, orange and lemon juice/zest and fortified wine (Port, Madeira) Served with cooked ham, poultry, pate and deep fried Camembert cheese.

Cumin

The seed of a member of the parsley family, used whole or ground, a very important spice to the Indian cuisine, giving a bitter edge to curry powder

Cure

Preserving meat and fish by drying, salting or smoking

Curry

Sautéed or baked dish featuring meat, fish or vegetables, centered on the flavour of curry powder, the central spice mix in Indian cuisine

Curry Paste

Curry powder worked to a thick paste by stirring in Ghee in small quantities at a time

Curry powder

Indian spice mix containing Fenugreek, Cumin, Coriander, Cardamom, Chili powder, Fennel Seed, Cloves, Mace, Nutmeg, red and black Peppercorns, Saffron, Tamarind and Turmeric, the last giving it the distinct yellow-dye colour

Custard cream

Egg-yolks, sugar, milk and vanilla essence

Daikon

Japanese radish with a mild flavour, served grated into strings with Sushi and Sashimi

Danablue (Danish Blue)

A strong, semi-hard cheese from Denmark, with a blue vein running through and a strong, piquant flavour

Danish

Pastry made from puff pastry, topped with Jam, dried fruit and icing

Darjeeling

Black tea from the foothills of the Himalayas with a grape-resin flavour, considered India’s finest

Dashi

Japanese soup stock made with dried bonito tuna flakes

Dauphine Potato

2/3 Duchess potato, 1/3 choux paste folded together and spooned and deep fried

Demi tasse

Small cup, used for espresso

Demi-Glace

Bonded jus made with roasted bones, mirepoix, tomato puree, red wine, brown stock, brown roux and spices. Cooked for several hours, then skimmed, stirred and strained through a cheese cloth

Diavolo

Meaning ‘Devil’ in Italian, Espagnole sauce fired up with hot chilies

Dill

Feathery herb with a mild anise flavour, used especially for fish and cream dishes

Diplomat Sauce

Velouté sauce enriched with cream, brandy, lobster butter and truffles. Traditionally served with shellfish

Doppio

‘Double’, especially for Espresso

Double Consommé

Same as a Consommé, only difference is that after clarifying the broth we use it again to make a more flavorful and rich soup. We could say, we use for the same soup a double amount of meat & vegetable

Doughnut

Pastry made by frying batter in a ring shape, then rolling in sugar. Whole doughnuts are filled with Jam, usually raspberry

Dragonfruit

Striking looking fruit, with bright pink skin, scaled like a dragon and white flesh, speckled with tiny black seeds. The flavour is like a mild kiwi

Duchess Potatoes

Mashed potatoes with egg yolks piped into a form, then re-baked

Dulche de leche ice cream.

combination of caramel and sweet cream, swirled with ribbons of golden caramel

Durian

Fruit from southeast Asia, banned by some airlines because of the pungent smell of the ripe skin. The flesh is the texture of avocado and the flavour is somewhere between peach and papaya

Duxelles

Mixture of finely chopped mushrooms, shallots and herbs slowly cooked in butter until it forms a thick paste

Earl Grey

Chinese tea leaves, medium fried and blended with bergamot oil, giving a strong perfume

Éclairs

Same as profiterolles but with a long shape.

Edam

Dutch, waxy cheese with a mild and salty flavour

Eggs Benedict

Poached eggs in Hollandaise on grilled Canadian bacon and a toasted muffin

Elbow

Short, curved tube shape pasta

Emmental

Swiss cheese with holes, and a nutty sweet flavour

Empanadas

A small savoury pie from Spain and South America. Fillings may be made of meat, seafood, or vegetables, seasoned in many ways. Those from around Spain are flavoured with peppers, onions, and tomatoes. In South America, they have a sweet/sour undertone from the addition of raisins and green olives. Crusts may be made from bread dough or flaky dough like pate brisee and puff pastry

Emulsion

Mixture of two liquids that would normally separate, oil and water, being the obvious example. Droplets at a time of one liquid are added to the other, whilst being whisked intensely. Also, egg yolks contain lecithin, a natural emulsifier that aids this process. Emulsion sauces include Mayonnaise and Hollandaise

En croute

Topped with pastry

Enchiladas

Dough pockets filled with minced meat, onions, spices and vegetables. South America.

Endive (Chicory) salad

Colour may vary like white, yellow or red & white. Small straight leaves, crispy, a bit bitter, good also when cooked

English Beef Cut

Beef sliced very thin, as opposed to American cut (thick sliced)

English Breakfast

Blend of Sri Lanka and Indian tea leaves, producing a black, balanced tea

English Muffin

Soft round muffin made from yeast dough that is baked on a grill

Enoki Mushrooms

Asian mushrooms that grow in clumps with spaghetti-like stems, with a mild flavour

Escalope

Thin slice of meat without bone, skin or fat

Escargots

Edible snails traditionally prepared in strong garlic butter, with garlic baguette on the side

Escarole salad

Green, long leaves, soft and refreshing taste

Escoffier

Name of the most famous French Chef, first name Augustus

Escoffier sauce

Creamy mushroom and bacon sauce with the addition of tarragon, vinegar and wine.

Espagnole

One of the four classic Mother sauces. Basic brown sauce, made from the reduction of vegetable stock and tomatoes. From this base other sauces such as Diavolo and Bolognese

Espresso

Coffee drink. 1 fl oz of very strong coffee made under pressure to produce its own caramel-coloured foam

Espresso Ristretto

Espresso shot cut short early so that the coffee is denser and more aromatic. From the Italian, meaning, ‘restrained’

Photos to be added soon !

more to come …once I get them together…

NEW!General View on Hotel Industry

INTRODUCTION

Tourism , Hotel Industry and Technology travel very well together .With the advancements in technology the outcome is giving one’s impression , the feeling that “the world as we know it today becomes smaller and smaller “and without shadow of doubt it has affected the way people ( guests / clients for that matter )make their choices.

Tourism proves how people are deciding to spend their spare time , thus adding new dimensions to an already growing industry.

The lust / desire for traveling , for adventure , new places increased in the last few years .Experts forecast that the number of tourists worldwide will rise from 668 million ( in year 2000 ) to the amazing 1.561 billion by 2020!

reasons for traveling are very different .Tourism caters to many needs and groups .People travel often for business usually in a hectic pace. But to get away from their stressful side of life , they travel for pleasure: to invoke on a new adventure or experience other cultures provides , or a quite relaxing trip to be pampered and stress free for a period of time .

The traveler of today has unlimited options to choose from and ways to research that perfect trip that satisfies their whim……dreams!

The tourism industry can offer trips ranging from an excursion to Antarctica , an Amazon Jungle Ancient Mayan Ruins ……to an all inclusive tropical beach holiday .Every traveller has a specific desire for the trip they plan.

The tourism industry is sending a postcard to the world!

On the basis of all these facts it is no surprise that the tourism industry is one of the fastest and largest growing industries. Over 100 million people are working in this field making it the biggest employer in the world ….and it’s about to get even bigger!

This industry represents a permanent connection with people worldwide and draws the attention for an international awareness: take for example civil unrests or wars in different parts of the globe…..Union of Myanmar for instance…is a perfect spot for a unforgetable vacation …then again few details might force one to change decision!

There are no boundaries , frontiers for the rapid growth in this sector . Experts forecast that within the next two years the area of e-Tourism will reach the borders of billions .

The tourism industry is a very diverse field and is exempt of boredom and routine

Anyone who enjoys working with people and is interested in discovering the world can find a suitable place in this area

The tourism industry assures an exciting and enjoyable working environment – after all the industry fulfills the dreams and expectations of many people.

They organize complete journeys as well as last minute offers . The fulfillment of individual needs and having a customer oriented mentality are very important ( the corner stone of the industry ) in this sector.

The chances and possibilities of getting involved in the tourism sector are endless .

There are diverse training and course programs of study offers to choose from improving the chances of advancement in one’s career. The tourism industry offers a huge array of employment opportunities all over the world.

With applied training and course of studies in the tourism industry many possibilities open in this sector ( opening a business for example ).

These varieties of options are also offered to the adjacent areas like the hotels / restaurants ( gastronomy ) , services sectors .

Certain personality characteristics like the ability to work as / in a team , customer orientation last but not least an understanding of foreign languages ( I do consider myself most fortunate being able to speak about 10 foreign languages ) is a absolute must .

Anybody who is spontaneous , has a grasp of foreign languages and ready to get to know new cultures and customs from day to day is perfect for the tourism industry,,,,,,let us not forget that one has to like it …ONE HAS TO HAVE THE CALL FOR IT!

The hospitality industry is probably the world’s largest employer , counting one in ten people worldwide .However , the industry is growing faster than it can supply qualified people at managerial level ( therefore the book !).There are at present too few students taking college and university courses in hospitality to maintain the needed requirement and many of the students end up quitting after the first year ( at least in one University establishment I know ) , thinking it’s to hard , to difficult .

From this high demand there is an almost unlimited choice of opportunities for those that wish to study in the hospitality industry , plus a variety of careers in the wide range of sub sectors and activities connected .

If you would like to manage a hotel , run a restaurant , start your own business or utilize your interest in more administrative positions the hospitality industry provides occupation whatever your talents …or demand.

One of the biggest issues in this field today is the shortage of skilled workers / employees .

Qualified Chefs and Managers are in high demand whilst staff turnover remains high. Today managers in hospitality need many competences ( a whole array ) and to have an understanding of industry and have the fore sought of the industry to secure and keep the returning customer.

But even the best managers need to have qualified staff to help run a successful operation…cause a manager does not exist without his people !

With each rewarding sector potential for advancement is certain for qualified individuals.

Structures that makeup the hospitality industry such as hotels , restaurants , clubs and bars , catering and hospitality services, all have a need for people that work hard and apply their knowledge and skills.

This is where the importance of proper training really makes a difference .

Graduate training schemes are especially common in the hospitality sector, mainly where large companies are prominent . Hospitality degrees develop experience through industrial placements and many students can gain relevant experience through part time and vacation work . Whilst not necessary , knowledge of a language can be a bonus when applying .

Mostly , hotel programs are designed to develop operations managers of the future . To accomplish this , graduate trainees spend their training period moving around various departments and hotels within the group . Such divisions may include : restaurant , front house , accounts , seminars and events , sales and marketing , human resources , culinary department , food and beverage . Hotels insist that this varied training method prior to a specialisation gives important insight of the business and this is pertinent in competitive market where service and quality are paramount .

However not every graduate trainee becomes an operations manager . A number of them specialize in an area of their training , either within the hotel or develop in a head office occupation , such as accounting or finance, information technology, human resources , sales and marketing , etc .

This is not to mention the various positions within the sub sectors that can give as many varied training programs .

The hospitality sector , hotel industry for that matter , is not a Monday to Friday , nine to five job!It takes a certain personality that is not always for everyone . However , it can be suitable for thode that would like to work in a customer focused environment with a variety of specialist opportunities , and for the person that has a flexible attitude ; there is the chance for rapid career progression due to the already mentioned skills shortage .

We put special emphasis on the word TEAM because it takes team effort to make a god hotel / establishment a successful place to work.

Hospitality is our key word , which means to receive and entertain kindly any .graciously .You are a key member of the PR Staff of this establishment.

Courtesy and hospitality make more sales than any other factor , and it is YOU the people who will make from that particular establishment a success.

With the proper attitude towards your job , your guests and fellow employees , we , the TEAM , will make this restaurant / establishment / hotel a pleasant place to be in and work at.

Management has invested large amounts of money to get the best , outstanding décor , furniture and equipment to make this establishment a success , but it is up to us to make it happen .

This service manual is intended to help employees in their work of providing pleasant and efficient service to our customers.

PROFESSIONAL LOOK !

Does it have to be that way??

It really does !!

THE VALUE OF A SMILE

A smile costs nothing , but gives much .It reaches those who receive without making poorer those who give .It takes but a moment , but the memory lasts sometimes a lifetime .None is so rich and mighty that he can get along without it , and no one is so poor but that he can be made richer by it. A Smile creates happiness in the home , fosters good will I business .It brings rest to the weary , cheer to the discouraged .A Smile is sunshine to the sad, and is nature’s best antidote for trouble .Yet it cannot be bought , begged , borrowed , nor stolen , for it is of no value to anyone until it is given away. Some people are too tired to give you a Smile . Give them one of Yours , as none needs a Smile so much as he who has no more to give.

JOB DESCRIPTION

HOSTESS /CASHIER RESPONSABILITIES

Pick up Log Book and reservation Sheet from Management.

Check with manager on duty how to divide room according to business and labor force ( team ) .

Check daily folder and daily information .

Print matches with guest name ( s ) on them , …..or any other form of recognition towards our House Guests .

Should know daily menu . Change display items and roll case outside before lunch , to be brought back in ,after dinner time .

Should be at podium at all times except when called away for other duties .

Should keep podium neat and clean at all times .

Be pleasant over the phone and answer this type of sentence when answering calls :

“Good afternoon ( evening..) , this is “ADRIAN” Hotel , Adrian speaking , how can I be of assistance ?…

DO NOT let the phone ring more than twice ( 2 ) !!!

The hostess is responsible for receiving incoming calls and giving information regarding the restaurant ( Hotel , the establishment in general ) and availability of tables ( rooms )..etc, etc .She records reservations and special guests .

The hostess greets al arriving guests in a pleasant manner, making them feel welcome and at ease. She leads them to assigned tables if they have already been assigned , or assigns tables taking care not to overload individual stations while still respecting the wishes of the guests.

She indicates to the waiter , that newly arrived guests have been seated ,with proper information to waiters ( Host position ) , by giving them check with table #.

She must be aware at all times which tables are open or will become available so she may seat guests without hesitation. If all tables are filled , she takes the guest name , suggests the Lounge / Bar as a waiting place , telling them approximately how long it will be before their table becomes available When the table is ready she notifies the guests and escorts them to the table .

Whenever a guest asks the hostess for service , she must be helpful and answer in the affirmative . She must see that the request is filled , by relaying to the Maitre d’ Hotel or the Waiter on that section .

Keep log with computated information on guest counts.

Must be able to handle cash ( bills , notes , banknotes – various denominations ) , checks , credit cards , vouchers etc.

Change daily dates on credit card machine….if applicable.

Typing of VIP cards for local guests.

Acknowledgment of guest leaving !

COCKTAIL WAITER / WAITRESS

Opening duties 9 wipe tables , ashtrays , etc )

Knowledge of Tapa’s Menu , wine list and cocktails.

Service of the above duties .

Use of cash register with key or #.

Must use receipt to order and pick up any drinks .

Should be able to help hostess or waiter duty.

No guest should be forced to pay their bill if going to dining room , but transfer should be made to waiter with new information .

BARTENDERS

Because of your location in room remember that you are seen by all guests coming or leaving !

Check procedures of pouring with Bar/Beverage Manager .

All service rendered to employees must be delivered through receipts of registers ONLY ! Captain orders or verbal orders are just for better communication.

Underline check after service .

Wine receipts and beverage receipts must be kept and given at the end of the day to the Maitre d ’Hotel for control.

Pouring drinks to bar counter guests should be done in front of them , checks are to be rung through with you key or # and put face down next to hem.

No guest should be forced to pay their bill if going to dining room , but transfer should be made to the waiter with new information.

Knowledge of liquor laws if doubt or problems , please check manager on duty!

WAITHELP

Greeting the guest by name ..This information will be given to you by the hostess , just to help you personalize the service !

Offering of cocktails or wine by the glass / bottle .

Water served upon request ONLY , with napkin on the side for service .

Use your key or # for registering the guest and table .

Punch your order on register and use receipt for ordering / control to bartender .

Pick up & service of glasses by STEMS ONLY !

Use right garnishes for special drinks .

All beverages to be served on the right hand side as much as possible …When unable to do so , make sure to serve from the other side but FACING ALWAYS THE GUEST !

Serve ladies first ( upon age ) , gentlemen after and HOST last !

Check Blackboard for specials of the day .

Present menu and wine list , get attention of guest and go over specials ( soups and salads ) .

Orders to be taken by memory or captain orders

If meat is choice of main course ! ask how would they like to have this done ( saignant , rose , rare , medium rare , medium , medium well , well , well done ,roasted , black ) .

Try and get the wine order ASAP.

Process order to register , which will go straight to the kitchen / galley , using your key or # .

Service order should be ; appetizer ( hors d’oeuvre ) , soup , salad , entrée ( main course ) & desserts , hot beverages ( tea or coffee ) and after dinner drinks ( cognacs , brandy ) .

You should be able to serve 4 guests at once , carrying 3 plates on your left hand and the last which will be the first to be served , in your right hand .

Present bread , grissini and butter once you have taken the order !

Any addition of silverware should be done using a service silver tray covered with a clean napkin .FORKS , teeth up on the left , KNIVES , cutting edge inward to the right and SPOONS to the right of the knife. Also on top of B/B plate ( bread and butter side plate ) , knife parallel .

Wine should be open right after being presented to host which will check and agree to go ahead.

White wine in Ice buckets , reds in baskets and champagne in ice buckets as well

The glasses change has to be done before bringing the wine to the table.

The way a Restaurant should look like …

I‘ve just had the proof , after 8 years!….Long story short : worked as a Maitre d’Hotel in a French Restaurant – Cuisine Devant “La Maison du Lac”, in a 5* hotel in the Union of Myanmar , Yangon , Kandawgyi Palace Hotel .Coming to that hotel was a true exotic and unique experience alone!

Table No. 7

Before opening the restaurant , while working on the menu to be with the French Chef-Mr. Gerard Sauvade , our Resident Manager-Mr. Robert Lassince , our General Manager-Mr. Richard Cheung and myself ( Maitre d’Hotel-Adrian Laurentiu Fulga ) a task fell into my hands ……setting up the restaurant , changing the table set up and location…well everything ….not an easy task.

I did the job the best I could , we’ve started the operation , the years past , I’ve left the hotel 2 years later ….and for 8 years no other feed back came to my attention regarding that particular restaurant and any other details about it for that matter.

Well , since internet communication is at its peak nowadays , I got in touch with my beloved French Chef ….so after 8 years guess what?!

He tells me that not only the menu that we put in place did not change a small bit ( including prices ) but the layout of the restaurant remained the same as if that place was frozen in time !

Inside info says that the General Manager ( the one on the job at present ) did try to change or something like that….unsuccessful……

Why was that?

No , not because one is the best ( no one is ….) the set up and layout of that restaurant remained the same just because of the solid and constant think over !

Basically I’ve spent countless hours before opening the restaurant thinking how best I can fit , how best I can arrange the interior of the restaurant in such a way that my guests / clients feel well and at ease

Was it difficult ??

In did it was , but IF , after 8 years , you come across some news like the above , well you know that what you did was solid work and very well done !

Main area of the restaurant Table No. 1,2,3 & 4

Is it important , does it matter?

Of course it does !!!

Ambient / settings and layout could influence from the way a GUEST feels to the NUMBER of guests the establishment has !

None of the less , location within the city is very important as well , in such a way that many of the restaurants ( in every city ! ) are located mostly down town .

A secondary location should be resorts area If you don’t know fashion , trends , ways to set up a restaurant / location , well….check some magazines , ask for professional help …ask your colegues !….they might have a great idea !

Wildest ideas come to life when it comes to interior design

Most of the times “LESS IS MORE”…remember to much of a complicated , overcrowded design / set up might damage the result …the outcome?….less and less people will show up to the restaurant / establishment due to the feeling they will have inside = UNCONFORTABLE !

Issues like the one above are pretty common and one will be able to find examples all over the world. Without blaming any one ( management or so….) , the cause might be the drive and will to have a establishment like no other , which is fine , except that there is a thin line in between extraordinary and c..p!

OPENING ASSIGNMENTS – BOTH SHIFTS

1.Sign in as you arrive , fully dressed , ready for work / duty .

2.Inspect / check your station , reset as needed and survey the dining room for any additional cleaning or set ups .

3.Crumb seats before opening and each time a guest departs .

4.Polish silverware , including bud vases .

5.Polish all glassware.

6.Align seats in your station

7.Check under the table for debris.

8.clean ashtrays , place matches to the side on the table ( with the esception of NON SMOKING establishments ! )

9.Place Salt & Pepper mill on each table

10.Set flowers on tables , clip ends and change water daily

11.Check with Front Desk / or Reservations Agent for any special seating , i.e. , large parties , special requests….

12.Check Kitchen Board for specials !

13.Prepare : Service Stands in the dining room :

-Creamers

-Butter Service

-Coffee Station

-Water Station

-Pepper Mills

14.Add rosewater or almond extract ( 1 cup full per quart ) to hand towels .

15.Prepare extra silverware and insert in proper napkin fold.

16.Arrange condiments on each service stand

17.Prepare Gueridon and stove ( for table side cooking / gueridon service ).

18.Run carpet sweeper thru station at end of shift.

FRONT DESK / RECEPTION / GUEST RELATIONS

Now , let’s start with another department …the one above :

One , working in such a spot in any establishment , should be aware !

One has to be able to level with the man on the street or with the Queen of England !

ATTENTION! Just because you’re on the other side of the desk does not mean that you’ll have to know only this and that ….and that’s it!

One will be surprised by the type of questions and issues a client / guest has and approaches with…..from :”I need a extra blanket”…to “maybe you can help me …” and being there you’ll have to be able to answer to ALL of them .

First time I’ve ever spent a night shift in a hotel …well , it was like another world ;I fell asleep once reached my bed time , it was close to pass out!

It is most of the time quiet ’till the moment you hear the elevator and then your mind starts to function : is there a problem? , is anyone leaving? , Why? , Early check out ?….and so on .

Working in this department means that you’ll have to be early at work in order to take over from the finishing shift : the team about to leave has to put you up to speed on the events occurred , no shows , special requests , issues , bad credits, non payments and others …including guests of other guests still existing in the establishment .

Coming early would be valid for all departments as well for the affilliates Front Office , Cashier , Concierge , Doorman , Bellboy .

One’s establishment might use different software programs : Landmark , Sitel , Fidelio , Opera , Micros…..despite the fact that they do well the job : managing at all times the establishment situation , in / on a front desk for employees eyes only there has to be a take over book which will provide the base for all hand written messages / issues / postings that have to be left from one shift to the other .

Reservations have to be checked including the no shows …and have a decision taken upon according tho the establishment policy.

The difference might be made by offering a coffee to a client / guest before leaving the hotel even if the Room Service or Breakfast is not available ….not every establishment has Room Service…Breakfast would exist in most of the establishments , still …

The difference is being able to offer a coffee or tea before departure …make it yourself it only takes 3 minutes …it will not only change the mood of the guest / client from sleepy to smiley but this will definitely make the guest / client remember !It has been proven so many times one can bet money on it !

Does this cost anything?Probably a few extra $$$ a month…Will that change your financial situation?..Probably not.

Will this show to the guest / client that you’re a employee that knows what the “EXTRA MILE” means ??? YES !

These , among other small things and gestures can , will make Your client / guest return !

-A smile !

-A coffee or a tea in the morning .

-A flower .

-A candy / chocolates bowl on the Guest Relations Desk .

-A bottle of champagne on birthday or a special event .

Some of the above will cost the establishment something but nothing compares to having a client / guest BACK !

HOW SHOULD ONE BEHAVE ?

I should have started with ways of approaching the guest / client …the way one should talk to a guest / client .

One has to be polite , does not have to share personal problems , issues with the guest / client , it is not professional at all.

The “etiquette” as the French say is of the out most importance !

You have to greet the guest / client !

In case you know He’s been in your establishment before go straight to them ( clients / guests ) and say hello! Recognize them ! If you know the name is even better !

If you know that the particular guest / client is one of the best tippers DO NOT JUMP! Let your colleague that served Him before take care of Him , just because of the courtesy you have to show towards your colleagues as well and most important because if one served once a guest …the second time one might know exactly what the guest / client needs !

Patience , Your time will come and you will be having a very good ( when it comes to tips ) guest / client as well! It happens to everybody!

It happened to me , to my friends ( working in the same field ) it will happened to you to….

Should a guest / client not know the value of your currency….well…this is not the time either to let them know what and how ….ONLY if they ask….only then one employee should point to the right currency exchange rate according to the National Bank Official Statements !

…Then , if the guest / client is willing to leave you a tip , they will and you should say thank you and put it in your pocket …..your work has been rewarded a bit extra and that’s it!

During my carrier I have faced different situations nce , at the beginning in 1993 while being bellboy I have carried about 80 or so pieces of luggage I have said “thank you” and “have a pleasant stay in our hotel” only to receive 4 , 25 cents coins …..1 $ US

Did any of my guests noticed I was mad , or unhappy , or I don’t know how ???

By all means NO!

Was I mad??I might have been at that moment…more tired than mad , then again five minutes later I was laughing at the strange situation knowing that this will not be the last of that sort ….and it was not , will be not!

On the other hand , at another particular moment while in the very same hotel , We’ve had the pleasure to host a Swiss Gentleman guest at that moment of a very wealthy business man in Bucharest ( just happened to be our Hotel Owner brother ….).He stayed for a week , did not say much …leaving at 8:30 in the morning , returning at 7:00 or so in the evening , always smiling and pleasant in presence ….check out time …I carried His briefcase to the car , He turned to me and said thank you so much and shaked my hand ….and what do you know ?! 100 $ US bill in my hand ONLY for saying “Good Morning Sir” , “Have a Nice Evening Sir” and for carrying a briefcase for 30 seconds……..

Mr. F. T. , Turkey Football National Team Coach use to come to our hotel and every time , as He was leaving , tipped everyone! There …every single time giving each and every one about 250.000 Turkish Pounds ( 1.25 $ US ) .No one dared to comment on that , then again tho one inviting Him in Romania every time , saw the moment at one time and said :”F. , your a wealthy man …this is no tip for these very nice people , hold it , I’m gonna take care of them NOW and next time you should do the same …next you know Mr. G. B.( cause is Him we talk about now ) collected from each and every one of us the Turkish Pounds and give us each instead 50$ US !

Of course , next time Mr. F.T. came to our hotel , he followed Mr. B. “instructions” if I may call it so .

Disregard whatever these characters are doing ..scandals , games…..important is the way you treat them in your establishment as guests / clients and the way sometimes they are rewarding your services !

Please forgive me for not using the entire names , it is only understandable due to the fact that we’re all professionals and PRIVACY & CONFIDENTIALITY should be at highest peak !

Another story that I can tell you about , would be the one of serving H.E. Mr. R. H. , Former Prime Minister of Japan , sometime in 1999 , while being in Union of Myanmar ( Burma ) , in Yangon , in that amazing 5* hotel – Kandawgyi Palace.

H.E. Was invited by Maj. Gen. A. from the Myanmar Government Ministry of National Planning and Development …well ,being Maitre d’Hotel / Restaurant Manager at that particular time the responsibility fall on to me to organise , prepare and execute service at the highest standards for the above mentioned.

Not only the V.I.P. Table was watched at all times by two Japanese Secret Service , but being aware of the people seated at that table one has to make sure mistakes do not appear .

I was not allowed to move but half a step for and from the table ; while NOT serving I was supposed to stay open hands behind so the Secret Service Agents could have a look ( doe at several times I looked behind my back they were eyes closed – just like sleeping!!! Just imagine!!! ).

Such a service extended to about 3 hours and 45 minutes , a very long time considering the circumstances.

To my huge surprise towards the end of that dinner the two – the honorable host and the distinctive guest have started singing “Sakura” , a traditional japanese song which the Burmese Official knew by heart in Japanese – mentioning this one should know that the dinner consisted in some very pleasant French wine to – Chateau Grand Cru “Maison Blanche” – Montagne Saint-Emilion 1997.

This is not the exact etiquette of that particular wine , but none of the less….

Quite a few of these bottles have been emptied at that time.

The very same wine was among the two favorite ones when it comes to G. A. I. – Ambassador Extraordinary and Plenipotentiary of the Russian Federation in Yangon , Union of Myanmar at that time .

The other one was a Chateauneuf du Pape ( one of the famous labels bellow ):

Even more interesting , while working in a establishment such as a hotel or restaurant , one should expect odd situations that would extend in gravity to serious , dangerous and even critical !

What do you do?

First of all , ANY employee should follow the establishment policy with regards to such situations , BUT one should not disregard the LAW of the territory ( country’s code of laws ) !

It is of the out most importance that ANY employee considers the “event” in a very serious and professional manner so the guest/client does not suffer , or -should the situation present itself as such – the guest/ client will not know / find out / come to His attention , UNLESS the so called “event” does present a immediate danger to Our guest/client.

A event such a fire will pose virtually an immediate danger to any guest/client or employee for that matter so there would be some steps to follow based on how critical the event is:

-Should such a event be “NORMAL” -for example fire in a ashtray – well , just put the fire out , make shore it’s out , clear the area of the debris , aerate the location so the smell goes away , clean the area well and move on !

-DO NOT FORGET TO MENTION IN A REPORT THE SITUATION TO THE SHIFT MANAGER !

-Should the event be “CRITICAL” – Restaurant / Kitchen on fire , guest room on fire , staircase on fire ….or any other as such….. – call right away the Emergency number ( 911 , 112 – or any other ! ) -report the location in DETAIL , report the address and then follow the establishment plan of action / emergency plan.

Should the employee be able He/She should / will do the following:

-Try and contain the fire with the fire extinguisher ( there are supposed to be at least 3 types in any establishment based on the type of fire:electrical , fuel based , accidental… ).

-Limit the access to the area to any guest/client or employee

-Announce any guest/client and employee in the area residing / sleeping…that they should immediate vacate the area concerned due to immediate danger

-The employee should assist to the evacuation based on the emergency evacuation plan existing in the establishment!

During such events posing close danger to the life of guests/clients or employees ,ANY employee taking part in the EVAC procedure has to be very ferm , very clear in commands , show cold blood and control over the situation to such an extend that for that moment in time He/She becomes the leader and shows everybody to SAFETY , towards a safe area !

Such events have taken place already and will take place in the future as well so make sure you’re ready !

Another situation/event would be when the employee faces a client with strange demands or clients in odd postures ( drunk , on drugs , violent , vulgar…etc )

How do you deal with it ?

-Make sure you’re polite and explain at first that the establishment does not allow such behaviour and the subject should control itself -should He already be a guest – until He reaches His room / until settling the account – using low voice , making sure the employee does not even touch the guest/client.

Should the guest/client does not comply with the favour asked , management should be announced and further action should be taken over the event presented i.e. Escorting the guest to the room , calling the paramedics -should that be the obvious case , call security / law enforcement if the event escalates !

All has to be done BY THE LAW !

Such behaviour either coming from a guest/client or employee should not be tolerated first of all because such events don’t have to be tolerated in the first place and second because the establishment has an image that has to be kept spotless!….and the establishment should be able to deal with this and have the well deserved guest/client list !

Prostitution is a well defined subject and very very sensitive ….everybody knows that arround the big majority of establishments such as hotels , motels , inn’s , bars , clubs , discoteques and so on there is a usual population ..colorful, obvious, very loud , revolving arround …and frankly some establishments can’t live without it !

Is just as simple as that: deal with it as little as you can or never at all and you’ll be fine !…the reverse is that one might end up in jail !

Now , when it comes to CRITICAL EVENTS…I’ll give you first an exemple and then one should be able to judge …

At another moment in time during my experience with Lido Hotel – Bucharest , we’ve had a guest staying on the third floor at the corner suite ( the most expensive one in the hotel ) …so far , so good .

I‘ll begin with the fact that He was palestinian – or traveling to Romania under Palestinian passport – he was a so called business man but not being very clear ( not even on the reservation sheet ) on the business held ….

He was already staying for a week or so in our hotel , without causing any issues, to the contrary …one very polite guest , smilling ( please disregard His citizenship and religion – even doe very obvious – for the moment! )…and the last day , the check out day our guest calls bellboy service …I go up to the suite and he hands me over about 5 business suites for cleaning asking for a very fast service as he was having a afternoon flight.

We knew that He was having a guest…lady guest from the night before that did not leave the premisses to that moment, once again nothing unusual it’s routine!

Since Lido Hotel did not have a dry cleaning machine , we were used to go to our partners ( Intercontinental Hotel ) about 10 minutes away …which I did and following the procedure , before passing the suites to the lady in charge at the dry cleaning I’ve searched the pockets and what do I find ??? 5 other passports , various citizenships – israely , american , canadian …you name it!

What should one do facing such a situation????

I have returned at once at the hotel and called Romanian Secret Service , decision fully agreed by the management as well .

Few minutes passed and a S.W.A.T. from the R.S.S. came to our hotel ,wearing civilian clothes , very quiet they’ve made a plan , I knocked on the door , the guest opened , the Secret Service went inside and all ended very fast and very quiet ….

I‘ve been told – off the record of course – that I’ve made the right call not only because the lady was kept , still , in the room against Her will , but because that was one of the characters “most wanted” at that time and the Romanian Secret Service took credit for its capture!

One should be very mindful , encountering such odd situations , be open minded …it is not illegal to hold more than one passport , it is not illegal to be Palestinian , nor muslim for that matter for ANY GOD SAKE ! , then again …..

One should be able to put pieces together like in a puzzle and if the outcome sounds like “critical event” , well then …You know what to do !

I‘m not the only one that has had to go through such a experience and for certain this will not be tha last …

A few tips :

• Treat the guest/client as usual .
• Do not show any emotions , if possible .
• Announce management and authorities immediatelly .
• Should you have been the contact person , give detailed information upon the situation occurred , floor plan , individual characteristics of the guest/client , pref erences , other people still in its presence in the room at the moment and any other detail that can be used to a swift resolution of the situation.
• Make sure that once the Authorities take over You have nothing else to do there unless they require …That includes members of the management floor staff or guest/clients residing on that particular floor so GO AWAY! .As curious as you may be , STAY OT OF THIS !

If this does not answer one’s questions on how to deal should such events occur in the establishment , than one should take time during days off and read , follow programs broad casted ,read because general knowledge of any kind is more than welcome and useful !

A Hotel Employee , or any employee in the hotel & tourism industry should be very knowledgeable , He/She should poses information , general knowledge about various things , i.e. Arts , Design , classical music , famous people in the particular country one is from and international , geography ! – just imagine being at Concierge Desk and face a guest/client that needs some information on a particular spot in the city you live in , or the country or any area for that matter.

One could go the”extra mile” knowing some details about -let’s say Amsterdam…how you get there , how you get to downtown from the airport ,

What’s the average cost of the trip by train or by taxi…what are the main attractions , where is China Town?

Should you have traveled around , make sure you remember the place , even make a note somewhere , because one day that will help.

I‘ll post a list just bellow with the places I’ve visited since 1991 and I can assure you , that I would be able to mention quite a few things on each and every of them and let me point once again that having that”baggage” is of the out most importance when you work in such a field as Hotel Industry !

I wish to thank as well to the following :

Lido Hotel – Bucharest / Romania ( 4 stars )

Kandawgyi Palace Hotel – Yangon / Union of Myanmar ( 4 stars )

Louis Cruise Lines – worldwide ( 3 stars ++ )

Costa Crociere - worldwide ( 3 stars ++ )

Ocean Vineyards Inc. - Auction House

Celebrity Cruises ” Staring You ! ” – worldwide ( 5 stars )

…more to come…