Wednesday, June 8, 2011

A Sample Field Kitchen Manual

Off-premise caterers live by their ability to have well-trained culinary staff at events to handle the responsibility of handling, preparing and presenting the menu. Off-premise catering is like a baseball team playing “away” games. Since cooking at events is always unpredictable, the staff needs to have guidelines to follow that offer the greatest opportunity for success.

What follows is a sample of what guidelines might be given to culinary staff at events. It is meant as an example of a manual that might be given to all staff who work in the temporary field kitchens that are created either inside a building or out. These kitchens are often setup in hallways, backyards, loading docks, or in a corner of a tent. In any case, they are the heart of any catered event.

1. Welcome/Preface
Welcome to ABC Catering.  We are one of the most sophisticated and professional caterers in (your town).  As field culinary staff, you will assist in preparing and presenting outstanding food which is flavorful, appealing, and visually beautiful.

We are intensely focused on pleasing the client with the highest quality food and the most professional service available.  We are pleased that you have accepted the challenge of working with us. This manual will acquaint you with the procedures and equipment you will encounter working in the field with ABC Catering.  Remember that you are the final contact between the company and the client and their guests!  Although ABC may be a second or, supplemental income for you, remember that you are also working with a team of people who have made catering their full-time career. We encourage you to expand your skills in all areas of event execution.  The more skills you learn, the more opportunities you will have to work with us.

As a member of the ABC kitchen team, you may also apply to work in our regular commissary.  While the pay is somewhat lower than the pay you receive while working events, there are several advantages in working at ABC location kitchen.

Those full, or part-time, kitchen staff that work in our commissary are given first priority when outside events are assigned.  Working a combination of field kitchen assignments and in our commissary will give you the best chance for increased hours overall.  Also, by actually preparing food to be served at events, you will become much more familiar with the ingredients, methods, and presentations.  This will help you communicate more effectively with other service staff, clients and event guests.

2. General Information
ABC pays all field staff at a rate of ($$$$$$) per hour.  The shortest shift you will be assigned to work is four hours.  Cash gratuities are not accepted.  If ABC receives a gratuity with payment for an event, the money is added to staff paychecks. Checks for all field work are issued monthly, within the first ten days of the following month.  You may have your check mailed to you, or you may pick it up at ABC.

Please keep a record of your hours.  If you have a question about your check, contact the staffing director.  Please include the following information:  date of the event you worked, hours worked, position worked, hours paid, the client’s name, and the job location.  Make sure you record this information for each and every party you work.  Keep the information until you have been paid for the event.

The fieldwork positions are filled on an as-needed basis.  There is no guarantee of continuous or regular employment.  You must be at least 21 years of age to handle or serve alcohol.  A clean, neat appearance, and a pleasant, professional demeanor are required for success at ABC.

The job requirements for fieldwork require stamina and the ability to do precise detailed, high quality work quickly.  This work involves long hours of standing and walking, and frequent climbing of stairs while carrying items.  It also requires lifting and carrying of food and equipment weighing between 10 and 50 pounds.  You may be assigned to load and unload trucks, or vans, help set-up the field kitchen and service area, and clean the event site before leaving.

Once you accept an assignment, you must work it.  In the event of an emergency, that would require you to miss an assigned job, you must contact the staffing director and the chef with a minimum of 48 hours notice.  Declining work when it is offered to you will not affect your status, but cancelling will.

If you get lost, or have an emergency close to your scheduled start time, you will need to contact the supervisor at the event site.  In the immediate hours prior to an event, there may not be anyone at the catering office, or commissary, who will be able to relay your message to the event site coordinator.  So, you might need to make a call right to the event site itself using the cell phone number that the staffing coordinator gave you when you were assigned the job.

3. Uniform & Field Kit
The uniform for ABC Catering staff for culinary functions at job sites:
            1.  Clean white chef’s coat.
            2.  Checkered “salt” and pepper” pants.
            3.  Hat or hairnet - a chef’s hat is rarely required, it will depend on your visibility at the event.  A clean baseball hat is usually adequate.
            4.  Clean white (full) apron.
            5.  Completely enclosed, sturdy shoes (steel toes are recommended), worn with socks.

You are responsible for providing you own uniform.  Make sure that it is clean and professional looking.  Please remember that the client will probably see you, even if the guests don’t.  At most job sites, there are no official changing rooms, so you might do well to arrive at the work site in uniform.   Some arrive in pants with clean shirt and don’t wear their coat until the function begins. Some events require special uniforms due to location, theme, or size. You will be notified in advance if these conditions exist. 

In short, your uniform needs to be spotless at the beginning of all events.  Staff will long hair must have it pulled up and tucked into a hat or hairnet.  Beards and moustaches must be neatly trimmed.  Jewelry should be kept to a minimum.  Do not wear necklaces, bracelets, or large rings.  You may not wear cologne or perfumes. 

In addition to your uniform, you are also required to provide minimal cooking gear that you will use in your job.  Be sure to mark, or identify, all your personal equipment so that it does not get mixed up with ABC or other staff’s equipment.  You need to bring with you to the job sight:
            1.  Chef’s knife.
            2.  Paring or utility knife.
            3.  Event information provided by the ABC staffing director.  Most importantly, you must have the correct address and driving instructions and the phone number of the onsite manager.

These items are not required, but many of our field cooks find them useful:
1.  Bread (serrated) knife
            2.  Slicing knife
            3.  Large and small spoons
            4.  Rubber spatulas
            5.  Matches or lighter
            6.  Small tongs
            7.  Side towels
            8.  Small sanitation thermometer
            9.  Cheap, dispensable watch

4. Supervision
While working in the field kitchen at a job site, you will be supervised by the chef, the sous chef, or the chief cook.  One of these individuals will be present at every event.  That person is directly responsible for the successful, and safe, operation of the field kitchen.  At each event, you should seek out these individuals and introduce yourself to them.

The ABC management staff has developed a complex and highly successful operational plan, for field kitchens, to ensure success of our catered events.  To insure that the system continues to function properly, everyone must work within it.  Whatever your past catering experience level before coming to ABC Catering, you must rely on the expertise and knowledge of your supervisor and the years of success behind our systems.

Events are supervised by a member of the service (front of the house) staff.  This individual is ultimately responsible to ABC for the success of the event.  The event supervisor often makes last minute changes in scheduling and presentation based on the changing demands of the client.  The field kitchen staff must respond quickly to the requests of the event supervisor.  Generally, you will not have contact with the client or the guests.  If a client asks you a very specific question about the food you are serving, you should answer or ask the assistance of one of the key chefs.

Questions from guests, or the client, concerning the event schedule, food quantity, food quality, presentations, buffet or plate design, staffing, etc., or ABC company policy must be referred to your supervisor.  If a client approaches you with any type of problem, refer them to your supervisor immediately.  In some cases, it might be best for you to take the person right to your supervisor.  In no case should you appear to be uncaring, or not aware of who your supervisor is.

You are responsible for team, and individual, efforts that help implement these changes as quickly and neatly as possible.  Your workload may increase, and you may become pressed for time, but it is essential that you maintain high standards of quality and a professional attitude.  Remember that many of these last minute changes are nobody’s fault ... and let’s all remember that this is a service industry where the host and hostess must be happy!

5. Arrival & Unloading
Always allow extra time to arrive at a job site.  This is especially important if you are unfamiliar with the location, directions, or the site itself.  You should also allot extra time if you are working an extremely large event.  It can often take ten minutes, or more, just to find the field kitchen once you are inside the location itself.  At your scheduled start time, you need to be dressed, checked-in, at your assigned kitchen space, and ready to work.  When you arrive at a location, ABC will have arranged for an area for you to change into your uniform.
 
Plan on extra travel time if taking public transportation.  Your checklist before leaving your home is:  your uniform, your equipment kit, the location address, location phone number, job assignment, and name of event contact.  Forgetting your information, losing your way, not finding parking, a slow bus, or getting stuck in heavy traffic are not valid reasons for being late to an assignment.  Remember:  it’s not the client’s fault if you are late.  ABC’s reputation and the client’s event are in your hands.

Once you arrive on site, you must check in with the floor supervisor. The staffing director will also give you, when you’re given your assignment, specific directions for which door/entrance/alley to use to enter the site location.  Usually, the floor supervisor will be in the area near the staff entrance.  If you do not check in, you will not be entered onto the time sheet for payment.  The floor supervisor will direct you to the field kitchen, where you will report to the kitchen supervisor and begin working.  Remember:  You must be in the kitchen, dressed and ready to work at your assigned time.

If you are scheduled on a long shift, your first task will be to help unload the truck or van.  If you are unloading a truck with a liftgate, be careful.  There is no safety feature on the gate.  When it is being raised and/or lowered, watch that your feet and hands are not caught underneath.  Also, be especially careful of all rolling racks.  Food items need special attention and need to be understood before moving.  Many of our food items are already trayed, or plated, so the wrong type of movement can cause problems!

When loading into a building, keep floor equipment (i.e tables, chafers, linen) separate from kitchen equipment (i.e. food, cooking equipment).  This will prevent constant re-moving of items from place to place.  Be extremely careful when moving things through other people’s buildings or living space.  Accidents often happen when moving large equipment through doorways.  In addition, serious damage can easily be caused to carpets and counter tops.  If you cause any damage to other people’s property, inform your supervisor immediately.  Also, if you notice already existing damage caused before your arrival, inform your supervisor immediately.

6. Field Kitchen Set-Up
Your supervisor will describe how he, or she, wants the kitchen set up.  It is important to set up as quickly as possible.  The earlier problems are discovered, the more time there will be to fix them.  While moving quickly you must also be careful and precise.  If food or equipment is damaged at this point, it is usually impossible to replace.  While you are loading in, think about load-out.  Everything that comes in must also leave.  This usually includes garbage and ice!  Very few sites provide for trash or excess ice disposal.  Double bag all garbage and do no overload the cans.  Do not pour liquids into the trash.

Usually, the order of tasks for the kitchen set-up is as follows:
1.  Protect the floor.  We send tarps or plastic mats to tape to the floor.  In an emergency, split garbage bags in half to cover floors.
2.  Arrange the large equipment.  Set-up 6’ or 8’ tables and arrange caves (rolling proofing boxes), hot boxes, and trash cans.
3.  Unpacking and inventory.  Unwrap each item and check it.  Make sure it is not damaged.  At this point, the supervisor inventories all food and party equipment.  If any item is wrong, damaged, or missing, now is the time to discover it ... early!  Never believe the label on a box ... never assume ... always look inside!
4.  Set-up convection ovens, coffee makers, oil fryers, caves, cassette and electric burners.  Locate our fire extinguishers in the cleaning kits.  Place them near the caves.  Make sure that the electric ovens are working and that they have the right number of shelves.  Make sure that enough canned cooking fuel is on hand.  Turn on all electric equipment to determine if fuses will be blown.  If any problems arise tell your supervisor.  If you need any assistance please ask your supervisor.
5.  Organize stations.  Your supervisor will tell you what your main cooking task for the evening will be.  Familiarize yourself with all menu items.  If you have questions about ingredients, cooking methods, or presentation, ask your supervisor.  You will describe to the floor staff everything that you are preparing.  Make sure that your station is well organized, and that you will be able to find things quickly.  Set-up a space where buffet items can be set aside until the floor staff needs them.  Split the plastic wrap along the bottom of platters and baskets with out removing them completely.  This will permit the floor staff to arrange the buffet while the food is still covered with plastic wrap.  Then, at the last minute, all the food can be uncovered quickly.
6.  Double-check everything!  Recheck food quality and readiness.  Find, and report, problems early!
7.  Maintain on-going briefing!  Things change rapidly during an event.  Keep touching base with the kitchen supervisor and other team members to keep everything running correctly!

7. Service Tips
Once the event begins, you will concentrate on serving the food.  Remember to be fast, be clean, and be professional.  While the event is in progress, you should work quickly and as quietly as possible.  Often, the kitchen will be set-up out of sight of the guests, but not out of hearing range.  Do not knock or bang equipment.  Remember to speak softly as well.  Cooperate with the other service staff. 

Remember, this is a team effort and everyone needs to work together to make the event a success.
Keep your workstation neat and clean.  This will help prevent damage to the site and will make cleanup faster as well.  Keep your trash organized.  You know that you will be removing garbage and unused ice at the end of the party.  In certain suburban areas, we need to be concerned about raccoons, dogs, etc, getting into our garbage, so pack it securely.  Plan ahead to make it easier on yourself.  Double bag and only fill cans halfway.  Do not let liquids leak onto the floors!  At most sites, we do not have access to sinks.  Water must be carried away from the site in closed containers.  It is of great concern that no injuries to staff be created while carrying heavy objects like water and garbage.

It may seem that we are painting a negative picture for our staff.  We’re sorry for this.  It just costs us all so much in time, money and safety when we don’t concentrate on what might go wrong.  One of your roles as a kitchen person at events is to maintain the fine reputation of our company.  We have worked for years to create a reputation that provides hosts and their guests with high expectations as to what they can expect from one of our events.  Therefore, you have an obligation to foster professional habits that will extend our past reputation and create even higher expectations.

It is important to be familiar with the foods you are serving.  If you don’t know what something is, ask.  Servers will assist you in learning and we hope you will do the same for others in the future.  You should know the name, all ingredients, what the sauce is, and how to present each food item.  Be aware that menu items change, or are served with a variety of options.  For example, clients may request a sauce different than the one which is usually served.  At the beginning of the event, “relearn” each and every item.

8. Passing Hors d’oeuvre
Many events begin with, or consist entirely of, one to three hours of passed hors d’oeuvres.  You will be preparing four to eight different types of hors d’oeuvres.  These are usually presented on a passing tray which is garnished with greens and flowers.  The dipping sauce, if any, is poured into a small bowl set on one corner of the tray.  Put a tiny wad of plastic wrap between the bowl and the tray.  This will keep the bowl from sliding around while the server carries the tray.  Each passing tray should carry approximately twenty to thirty portions of hors d’oeuvre.  This varies depending on the size of the event, the number of servers, and the type of hors d’oeuvre.  Your supervisor will show you a sample presentation on how each tray should look when leaving the work area.  Make the tray look exciting and beautiful!  Our presentation style is lavish and overflowing, so present your trays accordingly.

Use diagonal grids for stuffed mushrooms, cucumber hexagons, and potato pancakes.  Place some items in overlapping shingles.  Wedges of quesadillas and pizzas are set in pairs, with points overlapping.   Several items are served on skewers.  Chicken and steak items are cooked in the convection ovens as rolls.  They are then cut between the skewers into rounds.  The skewer point should protrude 1/8” from the roll.  Try to keep the skewers as clean as possible.  If the marinade or sauce is spilled on them, it burns, making the skewers black and messy.  Set the skewered items so that the skewers all point towards the corner with the sauce bowl.

The sales staff works with the client to determine how much food to serve.  The salesperson then forwards this information to the kitchen staff.  There is usually plenty of food to pass for the scheduled amount of time, but for a variety of reasons, food may begin to run short before the end of an event. 

Some reasons for running short of food are:
            1. Customer ordered for a certain number of people, but actually was intending to serve more.  Example they order for 150 guests, but they invite 200 creating a shortage potential for food amounts.
            2. Kitchen makes an error in preparation.
            3. Salesperson misjudges the “eating” energy of a particular group.
            4. Food is sent to the wrong party.

The easiest way to deal with the problem of food shortages is to gradually slow the kitchen’s output before certain items begin to run out.  Keep track of how much food you have left and tell the supervisor if you suspect that you are running short of any item.  The kitchen supervisor may also ask you to put less food on the passing trays to help solve the potential problem.  Also, please pay attention to the relative quantities of items.  Do not simply rotate service of items. In other words, don’t use more of one item than another which will help you eliminate running out of one item ahead of the rest.

9. Buffet
During buffet service, the kitchen is responsible for restocking serving dishes with reserve food.  One or more servers will be responsible for returning empty presentation containers and platters to the kitchen.  When you are replenishing, remember presentation.  Rearrange, or replace garnishes. Remember also to wipe all edges and make sure that visual, and real, sanitation has not been compromised.  When in doubt destroy foods that do not look proper.  Your supervisor will be happy to assist you in this matter.

Buffet service may seem easier to most first timers, but it really is more demanding than plate service.  During plate service the guests wait for us to bring them their meals, while during buffet the guests get irritated when they have to wait at the buffet after waiting in line already.  Buffets put into play a lot of psychology between the kitchen staff, the servers and the guests invited by the host.

Most of the items on buffets are cold, such as green salads, entree salads, cheesecakes, cold plattered meats, and breads.  Fondue, pasta, risotto, or stir-fry stations have canned fueled chafers or cassette burners as heat sources.  Some items, such as carved meats, quiches, savory tortes, and pizzas are heated and plattered in the kitchen.  They should be sent out in small quantities, especially later in the buffet period, when things begin to slow down, so food will not cool on the buffet or leave the safe temperature zone.

 At an event where a buffet follows a passing period, begin to break down the passing station as soon as the buffet is opened.  There will be a lull before the buffet items are depleted enough to need replenishing. Use this time wisely to break down and clean as much as you can.  Once the buffet closes, the servers will bring back the serving dishes en masse.  It is important to have the kitchen clean and organized before this happens.  If a staff meal is provided, the kitchen supervisor will designate a table as the meal table.  Some of the items returned from the buffet will be left there until all of the servers have had meals.  At other times, the staff meal may be offered before the serving begins and will consist of an entirely different menu than the one being offered to guests.

10. Plated Sit Downs
The most challenging event you will ever face is the sit-down dinner.  During sit-down we all work against the clock.  We have two enemies ... time and temperature.  First, we need to serve all the guests as quickly as possible.  Second, we need to make sure that the cold foods are cold and the hot foods stay hot during our dish-up and delivery to the guests. 

This is definitely a team task!  No one is more important than the server who is our first line of attack and defense with the guests.  The food quality and presentation that we achieve during plate service exceeds that found in many restaurants!  We plate assembly line style.  Each kitchen person is responsible for adding one, or two, items to a plate as the plate moves down the line.

The servers will carry the plates down the line.  Wait until the server brings the plates to you before you place your item on their plates.  If the servers are carrying their plates to high, or low, or if they do not stop long enough for you to place your item correctly, ask them to correct the problem.  This will not be popular with some of the servers, but it is part of the team concept.  It is imperative that you maintain precision and consistency as you work on the food assembly line.

A single plate may be just one of hundreds that you fill during an event, but it is the only plate that a particular guest will receive that night ... and you never know who will be getting an incorrect plate!  So, each plate forms an impression on the guest that will stick for the rest of the evening and maybe for years to come. If you notice that an item, being placed by another person other than yourself, is missing, or otherwise incorrect, please make the supervisor know it ... don’t be timid ... this is battle and only the strong will survive!

Keep plate rims as clean as possible. It is far easier to keep them clean than to have to wipe them off later.  Be especially careful with drippy meats and a squirt bottle full of sauce.  If you mess a rim, shout it out so it can be cleaned before going out to a guest.  While you can’t assume that the next person will correct your mess, there will always be one person at the end of the line who’s only task is to clean rims before they leave the kitchen area.

Keep your work area as clean as possible. Meat items are usually more easily placed on a plate that’s moving with your hands than with a utensil.  Obviously, if you decide to do this, or are advised to do this, you need to wear the disposable latex gloves that will be on hand in the work area.  If you don’t see them ask your supervisor. If you are allergic to latex, please inform the supervisor.

One of our company’s more experienced cooks will usually be responsible for restocking the assembly dish-up line.  When you are down to about ten portions of what you are putting on the plates, call for more.  You should only have to pause for a few seconds to replace your position with the new supply.  Never leave a plating line for any reason unless instructed to do so.  If you discover a problem, attract the attention of a supervisor.

11. Heat Sources
ABC Catering uses many different methods to cook, or heat foods at off-premise events.  It depends on the situation at hand.  Is there a kitchen available for us to use?  What type of menu do we need to heat? Here are some of the ways we accomplish the task when a kitchen is not available for us to use”

1.  Portable electric convection ovens.  These are used primarily to heat passed hors d’oeuvres.  Plug them in as early as possible to make sure that the electrical system in the home, or office, can take the amps drawn by the ovens.  These ovens become very hot on all sides, including top and bottom.  Leave several inches of clearance on all sides of these ovens.  Protect all counter, and tabletops by placing cardboard under the oven.  Always use the ovens at full power since they are opened so many times during the evening.  The aluminum half pans we use are slightly too wide to go easily into the cavity of the ovens.  Simply bend up the ends and they will fit.  Be sure not to put parchment paper into these ovens. Since the ovens often are jostled about, the doors don’t stay closed all the time.  Be sure to watch for this.  Also, when breaking down, be sure that the ovens have cooled.

2.  Charcoal grills.  These are used at large outdoor events to cook large quantities of chicken, brats, steaks, tenders, etc.  It is important to light the grills as soon as possible.  It takes about two hours for the large mass of charcoal these grills use to burn down to proper cooking coals.  Later, coals should be added a few at a time.  Only reload one section of the grill at a time, so that three-fourths of the grill area is useable at full strength at all times.  It takes careful planning and attention to make sure that the re-coaling remains smooth and consistent throughout the day.  The grill takes several hours to cool.  As the coals burn down, remove as many as possible and deposit them in the steel can provided for used coal disposal.  Keep the lid on the can as tight as possible to smother the fire.  Do not pour water into burning coals unless all food is packed away and the general area is free of guests.  Special Note:  When using a grill, or other cooking method, you need to have one of our portable fire extinguishers close by.

3.  Cassette burners burn butane gas.  The fuel comes in a can similar in size and shape to an aerosol can. The can gives between two and four hours of heat, depending on how high a flame is used. Since there is no obvious indication when the can is empty, you need to check frequently to make sure the flame is still on, sounds silly, but it’s important.  These burners are used for pasta and risotto stations on a buffet, and heating sauces in a field kitchen.  They also heat pans of oil to be used as deep fryers.  Before packing a gas burner, be sure to let it cool completely.  Turn the pan support upside down. Disengage the can from the cooker. 

4.  Electric induction stoves. These are the same size as the butane cookers above.  They use 110 electrical power and are used in the field kitchen and sometimes on guest stations.  The top of the burners don’t get hot to the touch, except when a pan has been on them for awhile.  These burners are powerful and cook very quickly.  They use special pots and pans that will be in the same packing box as the stoves. 

12. Event Breakdown
A great breakdown begins with a thoughtful set-up!  Start thinking about breakdown while you are loading in.  Planning ahead while you are unpacking makes re-packing at the end of the event much easier.  Organize empty boxes in an out-of-the-way spot.  Keep like boxes (i.e. boxes for cassette burners and passing tray) together.  Keep the site clean during the serving of the event and cleanup will be easier.
Once the passing period is finished, break your station down.  Wrap all reserved chutneys, vinaigrettes, salsa etc.  Cream sauces and all sauces which have been passed to guests, or left out of safe temperature zone, are to be thrown out.  Wrap the passing trays carefully; use the boxes they were packed in, if possible. If the convection ovens are not being used for buffet ovens shut them off so they will cool.  When they are completely cool to the touch on all sides, return them to their boxes.  If fritters are on the menu, turn off the deep fryer as soon as the passing period is over so that the oil can cool.  If possible, arrange a water bath for the deep fryer pan.  Return the cool oil to the container it was packed in, and wrap it several ways and in several layers of plastic to prevent spilling while traveling back to the catering kitchen.

Have the field kitchen clean, organized, and broken down as far in advance as possible before the buffet is cleared.  As the buffet items are returned to the kitchen, remove all serving utensils and ornamental vegetables.  If the staff is being fed, consolidate remaining buffet items on one or two platters. Place the empty platters, bowls, and utensils in caves.  Pack the glass and ceramic bowls carefully.  Wrap them in a few towels or in newspaper, then wrap them in plastic.  Return the garnishing vegetables to the case they arrived in.

It’s important to secure all used linens.  Remove linens from empty food baskets.  Baskets should be packed carefully in laundry bags, then boxed.  The floor supervisor will set up a used linen station.  Return basket napkins there, but do not put them into the laundry bags.  The floor staff needs to inventory them first. 

We often rent tableware, as well as many larger items such as tables and chairs.  The rental company usually picks up these items at the event site the day after the event.  The floor supervisor will designate a place to stack rental equipment.  Wipe off the tables thoroughly.  Put chairs back into their bags. The plates must be rinsed well enough to remove all food residue.  Be especially careful when sorting linens, tableware, and utensils.  Often both the rental company and ABC Catering equipment will be used on the event.  Sometimes these items are the same, or similar make, so when in doubt ask someone.

Once the kitchen is broken down, it must be cleaned.  Leave it cleaner than it was when you arrived.  Clean all counters and sinks.  Check and clean all walls, especially those behind your work area.  If you find any damage, or stains, which you cannot remove, notify your supervisor.  Clean the floor with the broom, dust pan and mop brought by ABC Catering.  While you are cleaning, check around the edges of the work area for forgotten items.  There are a few items which will be needed until the last few minutes of any event.  Do not pack them up, but have an empty box ready for them at the end of the event.  These items include: clearing trays, plastic wrap, china cap strainer, coffee pots, cleaning kit, broom, dustpan and mop.

13. Leaving The Venue
If you are scheduled to leave before the event ends, your supervisor will tell you when you can leave.  Before leaving, make sure that your station is tidy and organized.  If the event is still in progress, let your replacement, or the supervisor, know about any equipment problems, potential food shortages, or damage on the site.  Before leaving, you must check out with both the floor and kitchen supervisors.  If you do not do this, you will not be signed off the time sheet and your payroll will be affected.

If you are scheduled to work until the end of the event, you may be asked either to load the truck or help break down the floor.  The order in which we break down and load-out changes depending on the event schedule and the site.  Either the kitchen or floor supervisor will direct you.  If you are not sure what to do next, ask.  Remember that we almost always take all the garbage and extra ice with us.  Your supervisor will tell you if it’s permissible to use the site trash receptacles for garbage.  If you do not know, assume that you cannot.  Do not ever dump ice or dirty water into sinks, down sewers, or off of loading docks, even in the summertime.

Once the truck is back at the ABC kitchen, do not take trash into the building. It goes right into our large outside garbage receptacles.  Use good judgment when bringing food and equipment into our kitchens and storage areas.  Be sure to refrigerate all foods and put equipment back in its place.  When in doubt ask for direction, or follow others.

Please remember to clarify any doubts you might have or questions with your supervisor. Thank you for becoming a team member of the ABC field kitchen team!

Monday, June 6, 2011

Roman's Action Plan #284

I just love this list of "stuff" to get things into perspective. Use it next time you have a company meeting - you do have company meetings?

a. Unlike other caterers, you must project that you are very busy!
b. Speak and act positive at all times.
c. Imply and offer multiple pricing solutions.
d. Make a list of your ten top clients – work them!
e. Believe in customer harassment. Personally speak with them… now!
f. Send your best customers something.
g. Relearn the power of “snail mail”.
h. Go to the event – use your star power.
i. Hold open houses to troll for new clients.
j. Seek referrals from regular clients.
k. Cross-market your product lines.
l. Have your best people answering the phones.
m. Kill the answering machine during regular business hours.

Sunday, June 5, 2011

50 Years of Marriage... a very good thing!

Last night, Bernice and I traveled 70 miles south of Chicago to Kankakee, IL to attend a banquet honoring 50 years of marriage for our friends Bob & Jackie Donald. The banquet was held at the Kankakee Country Club. The dinner was prepared and served professionally. It was a very fun and enjoyable evening.

Bob Donald, believe it or not, was my 6th grade school teacher! We have been friends ever since. When I graduated teacher's college, Bob helped me get an outstanding position with the Chicago Board Of Education. Over the years we've fished, sang and had many laughs together. Our friends Bob & Jackie Donald - congratulations on 50 years of marriage, two wonderful children and three grandchildren!



Here are some shots of the food served by the Kankakee Country Club:











Saturday, June 4, 2011

Well... throw away the pyramid!

Just so you can have it on hand, here is the NEW official government logo for the new take on food groups. I have little to comment, except that freedom is an ongoing effort.

Friday, June 3, 2011

Marketing: This is very interesting!

Just received this email from Tuxedos and Tennis Shoes Catering & Special Events in Seattle. I'm sharing it with you because I'm impressed by how creative and original this marketing concept seems to be.

Is this a new profit center for caterers?


Thursday, June 2, 2011

Sun & Sailboats

Last evening at dinner Bernice and I were treated to our first mini-regatta of sail boats from the view out of our Chicago lakefront condo windows - the top photo (taken from our window) shows a sure sign of summer approaching. The bottom photo is of Diversey Harbor showing a fully loaded set of power boats ready to go!





Wednesday, June 1, 2011

June 1st. Checklist.

Well - June 1 has arrived. Here are a few things to do today.

1. Ask the staff person who causes you the most "concern" into your office and just chat. During your chat, try to learn three things about their life outside of work that you didn't know.

2. Make and send a simple lunch order for twenty to one of your local vendors who has helped you during the last six months.

3. Take a walk into your walk-in cooler today and try to stay calm.

4. Call a relative that you have not spoken to in a long time. I'm going to call my brother in Las Vegas.

5. Have someone check the air pressure in the tires of your delivery trucks.

6. Google "caterers in (your city)" and see what comes up. This will  remind you that your industry is very competitive.

7. Ask your chef if they have a joke they can tell.

8. Take two of your best workers out to lunch.

9. Try to do something today that is clearly not what you would not normally be expected to do.

10. Call someone at 3:00 PM today and tell them "I love you".

Tuesday, May 31, 2011

Roman's Audio #2 - Who Owns Your Company (4:22)

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Memorial Day has passed, so...

you can now wear white till Labor Day.

Kitchen Evaluation #2 - Getting to the bottom of things.


Every consultant looks for little things that need to be checked. For example, after a can or package has been used and put into the garbage management should take it out and shake it, scrape it and look inside. The question is: Is all of the food out of it?

Many times one will find find peas still stuck at the bottom of package of frozen peas. There may be some baked beans at the bottom of the can. When things start moving fast in a kitchen, culinary staff sometimes overlook things and take shortcuts. The purpose is not to beat-up staff, but to remind them that a few peas hers and a few peas there soon add up to a lot of peas!

Monday, May 30, 2011

Thoughts on Decoration Day...

That's what Memorial Day was originally called. It was a time to decorate the graves of our fallen soldiers. Due to age and other circumstances, I've never served in the military. On each Memorial Day I think about the men and women who have given so much to keep our freedoms secure. I especially remember those who made the ultimate sacrifice of dying for our nation. I also feel quilt for not taking part in the military and wonder how my life might be different if I had.

God bless America and all those (and their families) who have and now protect us.

Sunday, May 29, 2011

Roman's Audio #1 - 2 minutes

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Sissy Sushi


I snapped this photo the last week when we went to our favorite sushi restaurant in Chicago ITTO SUSHI on north Halsted street. We've been going there at least three times a month for over twenty years. This is our sushi course before we take on the cooked menu items that would follow.

I just can't seem to get into the raw fish arena, but as you can see Bernice has also ordered one piece of Hamachi Yellow Tail. I, lovingly call what I order "sissy sushi" simply because what I order is fully cooked or vegetable in nature. Maybe someday I'll take the raw fish plunge?

OK... what's this all about?



Last night, Bernice and I were invited to our granddaughter's birthday event. 36 guests were present. 29 were from 21 to 30 years old. The remaining guests (us included) we ancient! This simple buffet was purchased from a neighborhood Mexican restaurant for $516 total which included tax, disposable chaffers, and guacamole and chips (not pictured).

No staff. It was picked up and setup by my the young folks with the help of our granddaughter's mother. Here's the point. It was not a glamorous buffet, but the food did taste very fresh and good. The restaurant made money and the guests were very pleased. So, depending on how one defines catering this was either a great success or below normal catering success.

What I witnessed was a great success from the guest's point of view.

Friday, May 27, 2011

We Will Be Bringing 247 Pounds Of Food!


I’ve never seen a catering contract for an event that read “Caterer insures the host that they will create and serve 247 pounds of food to guests.” Sometimes shoppers will ask the caterer “How many pieces of hors d’oeuvres will be served?’, but they seldom ask “How much tenderloin are you bringing?” My point is that when it comes to hors d’oeuvres, most hosts understand, through previous experience and gossip, that caterers often run out or hold back appetizers, especially if they are being passed, hence their concern.

So, a level of trust needs to exist between the caterer and the client with respect to food amounts. Yet, most caterers do very little to speak about food amounts of menu items. I’m suggesting that in some instances it might be wise to explain to the shopper how you determine the amounts of food you send to events and why you guarantee ample foods based on the number of guests guaranteed by the host.

In my view, this trust is further enhanced when a chef or culinary team members explains it. My point is simply that while food amounts may not be on the caterer's mind, they are on the shopper's mind. Please consider discussing this concept with your full team during one of your upcoming company meetings. I’m just offering some “food for thought” so you can think about it.

Thursday, May 26, 2011

Flash Mob Dance - it was interesting!

During the NRA Restaurant Show in Chicago I was introduced to my first "live" Flash Mob Dance event. I had been aware of this concept of a group of people suddenly staging a "planned" unplanned group dance. The dance music was extremely loud and exciting as it surprised everyone. Hundreds went running to see what it was and to either watch or dance.

It was a unique experience that I had seen on TV's Glee, but as a live event is was great fun.


Maybe we should do one of these Flash Mobs at Catersource 2012?

Wednesday, May 25, 2011

Chef Bill Pannhoff At Work?

I just got this photo from Bill Pannhoff via email. Remember, yesterday he was with me working the booth at the NRA Show In Chicago, so now, less than 24 hours later, he is back catering. Think he is trying to tell me something? The email told me he is catering a lunch for 300 as I type this.

Tuesday, May 24, 2011

NRA Show - Day Four of Four... thank goodness!

Catering is a very energy draining activity, but sitting and greeting friends and strangers at a show booth is a different kind of draining activity. If you've ever done booth sitting, then you know what I mean. If not, just dismiss my claim. The Catersource booth at the Chicago Restaurant Show is a large cash investment for renting space and travel for our staff. Hotels and airlines only offer "full" price options because the city is PACKED with visitors.

All in all, the investment is a good one that results in growth of our attendance at our annual conference by finding new first time attendees and additional exhibitors for our tradeshow. Also, it's just common sense to meet and greet our alumni conference attendees and exhibitors which have permitted Catersource to become as successful as it is.



The Executive Director of the IMCEA, Kent Cummins, CMCE, stopped by the booth today to say hello and, believe it or not, do a magic trick on me! Kent is a professional magician in addition to being a talented foodservice and hospitality trainer and keynote speaker. The IMCEA - The International Military Community Executives Association - is one of our partners in our educational pursuits. Members of the IMCEA have a solid attendance each year at our conference which we are very grateful for.




When Juan Camilo Lemaitre Fonseca walked up to me at the booth I was in for a surprise. He was wearing a badge that identified him as an International attendee from Columbia. After purchasing several of my books at the booth, he told us that he had attended our annual Las Vegas conference last February. I felt a little silly, but there were over 4,000 attendees! Juan's company is called LeMaitre.






On the left is Chef/Caterer/Pastry Chef Kathy Pedersen with Sarah Pedersen of Fat Bottomed Girls Artisan Desserts and Pastries which is a division of On Occasion Catering & Events in Palatine, IL. They were extra exciting booth visitors because they actually brought in some desserts for us to taste!

The 2011 NRA Show was a success for Catersource!



Monday, May 23, 2011

NRA Show - Day Three of Four

My feet are getting sore from all the walking! Wore a second pair of socks today which makes it much more comfortable to walk the long halls. Remember the $21 buffet from yesterday? Well, today I got a $14 omelette and was just as happy. Did I mention that parking was $36 per day?

Here are some of the great folks we met today at our Catersource booth:


That's me, of course, with caterer Jon Wool from Finesse Catering of Chicago, Linda Picone our Catersource Magazine Editor, and Jean Blackmer our Creative Director. Jon is a very neat person who has his own foodservice network broadcasting program.


On the left is Kimberly Jones of Sullivan University in Louisville, KY with Bill Panhoff center and Carol Petersen of the University of Norther Iowa in Cedar Rapid, IA.


Here I am with one of my favorite conference alumni Pat Applebee of Celebrations 150 in Utica, IL. I forgot to capture Pat's friend's name, so as soon as she emails me I will make the correction. I was just moving too quickly today.


Tonight the Catersource Educational Design team went out for a simple dinner after a three hour meeting making plans for an incredible educational program for Catersource 2012 next February. Here I am with my dear friend Jack Milan of Boston after stealing some of his dessert!


Also on the educational planning team is Bill Pannhoff who permitted us to meet his wonderful wife Rose.


And most importantly, our Director of Education herself Linda West from Melange Catering in Houston on the left with my dear wife Bernice.


We went to Shaw's Seafood Restaurant and started with a simple cold appetizer spread! It was a great day!

Sunday, May 22, 2011

NRA Show - Day Two of Four

Today things really picked up at our booth. That was after I had a $21.00 buffet breakfast that was rather overpriced! I know, you are right to critique me for blaming a hotel from "ripping" some captive show attendees on the price for a buffet breakfast. I teach "get what the market will bear", but today I was charged about $7.00 above what it would have been in a competitive marketplace. Oh, well...

Here are some of the wonderful caterers and people who stopped by the booth to chat. They are customers, conference alumni, and friends.


New friends Jim and Cindy Besselman, owners of The Chicory Venue in New Orleans, LA.




On the left everyone's favorite Jack Milan of Different Tastes - Boston, MA. Center is Catersource CEO Pauline Hoogmoed. On the right is long time alumni Chef John Schiltz of the Lake Elmo Inn of Lake Elmo, MN. I've eaten an amazing meal at the Lake Elmo Inn!



We were very honored that Greg Casella, President of NACE and owner of Catered Too! in San Jose, CA plus Bonnie Fedchock the Executive Director of NACE stopped by the booth to bring us up to date on the upcoming NACE National Conference In Reno, NV. I will be teaching a session on customer service at this conference. For more info go to www.nace.net.




Our first visitors today were long time friends Beth and Rick Leigh of the Post Exchange Catering in Atlanta, GA.They have a very cool company and have been outstanding supporters of Catersource.


If you don't know this amazing person, you should. Our Catersource Magazine Editor Linda Picone. If you have any super photos, story ideas, or whatever to offer the magazine, consider contacting Linda to share your ideas. editor@catersource.com


Here's part of the Catering By Max's catering team of Chicago. On the right is father Larry Estes, center is son Henry and left we find son Max. The most important element of their success did not come to the show this year - that would be mother and wife Randee.


All in all, it was a great day, but for the next two days I need to find someone who wishes to take me to breakfast and pick up the tab.

Saturday, May 21, 2011

NRA Show - Day One of Four

It is a very big show! Yes, mainly restaurants attend, but the number of caterers attending grows each year. I arrived at 7:30 AM with the doors opening to the public at 9:30 AM. McCormick Place, where the show is held, is one of Chicago's (my home town) finest buildings.


Our booth #7100 is in the North Hall - in all over 3,000 booths! Did I mention the walking? I love walking...

It is always great when attendees to the show come up and say "Hey, I saw you at Catersource." Visitors to the show come mainly from North American, but we spoke with caterers from Mexico, Costa Rica, France, and Japan. It was very special to say hello to Tim Ryan the President of the Culinary Institute of America. I had the pleasure of working with Tim over the years I taught catering classes in Hyde Park, NY


Here are two of our booth team members this year. On the left is our Creative Director Jean Blackmer and our newest teaching sensation caterer Bill Pannhoff. If you are coming to the show be sure to stop in and say hello!! z

More tomorrow with some photos of caterers who stopped by.

Friday, May 20, 2011

A Basic Pre-Pricing Event Checklist


Every major event a caterer bids for needs to have pricing based on the actual event site’s features. An event site is either user-friendly or a nightmare for a caterer. To set a price and book a major event without first touring and inspecting the event location is both unprofessional and foolhardy. To determine the good and not-so-good of an event site, use this checklist:

a) Measure all rooms or areas to determine space and flow for:
1) Buffets.
2) Bars.
3) Band, DJ & dancing.
4) Field kitchens.
5) Cooking or reheating.
6) Trash storage.
7) Preparation and plating.
8) Storage of your boxes.
9) Seating.
10) Etc.
b) Determine how much distance there will be between the prep and plating area and the guests.
c) Check for equipment that is already at the location that can be used, i.e. chairs, dishes.
d) Check for stairs or multiple floors.
e) Check the kitchen (if available):
1) For cleanliness.
2) Try all stove burners and ovens to make sure they work.
3) Verify temperature correctness with an oven thermometer.
4) Make sure hoods and exhaust systems work.
5) Check refrigeration and freezers.
6) Count number of trash containers.
7) Count and locate fire extinguishers. Insure that they are have not expired.
8) Insure that drains work.
9) See if your pans fit into the ovens.
10) Verify the quality of both hot and cold water.
11) Verify that the size of doorways will permit free movement.
12) Etc.
f) Check electrical outlets to see how many exist and how they are connected to each breaker. Learn where the electrical panels are located.
g) Determine how the delivery will be made. Through which doors will it come and where it will be placed?
h) Inquire about for parking for your staff and your truck.
i) Determine who is in charge of maintenance at the location.
j) Determine if there is going to be any security staff
k) Determine how poor weather will affect your performance, especially if using an outside location.
l) Determine where you will place garbage and who is responsible for removing it.
m) Obtain the phone number of the location. Check to see if your cellular phones receive a signal.
n) If elevators are needed, check to determine the hours that they will be available.
o) Determine which bathrooms, if any, your staff may use.
p) Interview the custodian or maintenance people to see what problems they have had with other caterers.
q) Take video or photos to share with other team members during planning meetings.

Thursday, May 19, 2011

What Do Buyers Of Catering Expect?

Buyers have their own ideas about what a salesperson will do in their interaction. They feel good about—and are more likely to buy from—a salesperson who meets or exceeds their expectations. In my view, these are the things that buyers expect from a catering salesperson:
• tell them the truth.
• listen to them.
• take them seriously.
• give clear explanations.
• make them feel important.
• avoid embarrassing them.
• make them part of the process.
• meet their personal and professional goals.
• help them work less, not more.
• take the blame for anything that goes wrong.
• help them be recognized by their peers.
• help them get promoted.
• help them avoid any pain or discomfort in planning an event.
• like them and to consider them fair.
• give them the best price.
• help them understand what caterers do.
• take the risks out of their planning.

Wednesday, May 18, 2011

Kitchen Evaluation #2 - Coolers & Freezers

Most everyone reading this knows about this topic, but it is often wise to write about it from time to time to keep on top of the problem. So, here goes. I can tell within a few minutes what type of company you have by just walking into your coolers and freezers and taking a “mind-photo” of what I see… and don’t see.

Remember, I already reminded you that you already know about this. In my view, a walk-in box has three phases of existence – the beginning of a workday, the workday itself, and the end of the workday. We’re talking about something that can get away from all order, logic, and management rules in an instant or from a series of small incidents that just build and build during the crazy pace of production into pure chaos.

When it comes to order and logic in a caterer’s boxes, there is only the right way and the wrong way – at least in my view. Foods and other stuff are either stored and organized correctly, or not. Flats of strawberries for example, are either in one logical spot or spread out around the box with flats and pints here and there with no order whatsoever.

As everyone knows, when a chef takes stuff from the coolers or freezers, they either return unused or new products back to the original spot they got it from – at least that is what is supposed to happen. Unless “like” foods are kept together, one has no chance of following the “first in, first out” concept.  In the real world, most culinary people when returning stuff usually put it in the first open spot they see as close to the entry door as possible. The logic is, “we will organize it latter after the rush”.

It seldom happens. People are just people. It’s usually not laziness – it’s really just the rush and need to get back to their workstations that cause a neat and organized box to become screwed up. Profit is lost when boxes are not organized in ways that protect foods and make it easy to use the first in food instead of whatever is closest to the door.

There are three elements to the boxes – shelves, floor, and door. The door must be kept closed and boxes should be kept off the floor, especially if they are blocking passage of the culinary team. Walk-in boxes are not supposed to be “reach” in boxes. You know what I mean… a chef holds onto the doorframe and tries to lean in to reach or place something.

During the rush seasons, consider having a part-time staff person on hand to just keep “order” in your walk-in coolers and freezers. I have witnessed larger caterers who actually have a “live” and parka wearing person sitting in the cooler permanently to insure that everyone works to keep saneness in the boxes!

Tuesday, May 17, 2011

Catering Trucks: Fight Them or Join Them or What?


Depending on where your business is located, the growth of catering from mobile trucks is probably a concern or will shortly become a concern for you. For example, some of my catering friends in the Napa Valley are seriously losing catered events because clients are now just requesting a group of catering trucks to fill the food and beverage needs for their guests in lieu of hiring a catering company. Again, I’m referring here to trucks that are actively marketing to cater events and taking business from traditional caterers.

This is happening because the trucks offer an easy solution at a much lower cost than traditional catering. Think of these trucks as a form of “drop-off” catering that the guests wait in line for. To clarify, a winery in the Napa Valley might request that a sushi truck, a kebob truck, and a dessert truck arrive at the winery to offer their menu items to guests. The winery either pays for the food consumed or, get this, the guests themselves pay for what they wish!

Most states, with California the most important exception, don’t have clear-cut licensing or construction codes for these mobile kitchens. California, which has an abundance of codes doesn’t seem to have, due to budget cutbacks, the number of inspectors necessary to enforce the codes. Not a happy situation for many non-mobile caterers.

In my view, the real question is “Are the trucks a fade or a movement?” If a fade that the public will soon get bored with, than you can worry less. If it is a movement, then maybe you need to consider getting involved either by purchasing trucks yourself or by bringing some owners of trucks under your brand like caterers hire Japanese restaurants to handle a sushi station.

Some caterers are ticked because of the “unfairness” issue. Many of these trucks (not all) are operating without health department approval and have become the current unlicensed caterer problem to those who are licensed.

As I speak to caterers around North America, I get the sense that most think it a fade that will eventually fade away. Others have quickly realized that, in most cases, the trucks are not the most profitable foodservice concept around since they don’t have the ability to serve larger events and are faced with long lines and slow food dispersion.

My point is simply that perhaps you need to put some thinking into this situation and consider what you will do to fight them, join them or whatever! What are you current thoughts on this issue?

Sunday, May 15, 2011

The Case Of The Arrested Chicken Breasts


We were catering a 750-person, sit-down dinner for the University of Chicago Law School, one of our largest and most prestigious events. The Chief Justice of the United States Supreme Court was the honored guest. The meal was being served in the open foyer of one of the university’s buildings in the Hyde Park neighborhood.

The entrée was beef tenderloin or our special chicken breast. We had decided to cook the tenderloins on charcoal grills outside the building, while the chicken breasts would be sent in vans from our kitchens in thermal boxes. The trip would take about eighteen minutes. Weather was great and all was moving smoothly.

This was before cell phones (yes, I’m an old timer), so we used a pay phone to call our kitchens to make sure the chicken breasts were on their way. We confirmed that they had just left and were on their way. What could go wrong now? Like many cities, Chicago has a traffic law that prohibits commercial vehicles from traveling on certain roadways. In this instance, it was a boulevard. Our van carrying the chicken breasts was stopped by a Chicago Police car for driving where it was not supposed to drive. The van was just three blocks from the event when it was stopped.

The police officer decided to take possession of the van and had the driver follow him to police headquarters to be booked. This took another twenty minutes. When our driver called us from the police station, our hearts sank to the floor. We had built an extra hour into the delivery time, so we now had about forty minutes before we needed to serve the chicken breasts.

What to do? How to save the day? One of my happiest catering clients just happened to be the superintendent of police. After a call to the superintendent on the pay phone, the chicken breasts got a police escort back to our Hyde Park location, with sirens blasting and lights flashing. You gotta love Chicago!

Note: I’ve taken this directly from my newest book Secrets Of Catering Management. It’s just one of the many stories I offer readers!