F&B Personnel , meaning and Attributes .pptx

F&B Service Personnel For Hotels

1. FOOD & BEVERAGE SERVICE DEPARTMENTAL ORGANIZATION CREATED BY- MAHENDRA SINGH NEGI FHTM - AMRAPALI UNIVERSITY HALDWANI

2. Who We Are ???

3. RESTAURANT BAR BANQUET ROOM SERVICE/IN-ROOM DINING (IRD) SECTIONS & FUNCTIONS OF F&B SERVICE DEPARTMENT OF A HOTEL

4. RESTAURANT A restaurant is a public premises establishment committed to the sale of food and beverage items .

5. IN ROOM DINING In Room Dinning is the service of Food & Beverage in guest room in the hotel.

6. Banquet is responsible for the handling and catering of the large no. of formal and social gathering. BANQUETS

7. BAR Bar is license premises serve all kind of alcoholic and non alcoholic beverages with light or heavy snack.

8. F&B SERVICE PERSONNEL A F&B service personnel in a hotel /restaurant could be regarded as a person who takes the food and beverage orders from the guest and serves it to the guest and also takes care of the guest or we can say that that a F& B personnel does anything to make the guest’s dining experience memorable so that the guest may visit the same hotel or restaurant again to have the same dining experience.

9. The waiter’s toolkit

10. COMPETENCIES OF F&B SERVICE PROFESSIONALS Competencies are the attitudes and behaviors . Taught In childhood by parents and teachers. Some competencies as part of their nature . Hospitality requires highest number of competencies.

11. COMPETENCIES OF F&B SERVICE PROFESSIONALS

12. GROOMING & HYGIENE TIPS FOR MALE SERVER Hair should be cut close . The uniforms should be well ironed , well fitting and spotless. Nail should be manicured and hand should be clean. Use anti - per spirants or deodorant to stop the body odor. Shoes should be polish Server should be clean shaved , stubbles of a beard or moustache could look uncomely.

13. GROOMING & HYGINE TIPS FOR FEMALE SERVER The apron and elastic hair band should always be clean Flat shoes are preferred. Stocking should be clean. Light make-up projects professional image Excessive jewelry should be avoided. Fresh light cologne is preferable to strong one

14. BASIC ETIQUETTES Communicate effectively with manner and etiquette of a good host. Attend to guest as soon as they enter the restaurant, Be polite using terms as ‘thank you’, ‘may I help you’, ‘excuse me’, etc. Help to seat the ladies first. Do not overhear conversation and Talk softly. Avoid mannerisms such as touching hair, nose etc. Stand erect . Be attentive to guest calls . Carry pencil or pen in the trouser. Present the bill/check to the host in a folder.

15. BASIC ETIQUETTES Communicate effectively with manner and etiquette of a good host. Attend to guest as soon as they enter the restaurant, Be polite using terms as ‘thank you’, ‘may I help you’, ‘excuse me’, etc. Help to seat the ladies first. Do not overhear conversation and Talk softly. Avoid mannerisms such as touching hair, nose etc. Stand erect . Be attentive to guest calls . Carry pencil or pen in the trouser. Present the bill/check to the host in a folder.

16. basic etiquettes Attend to guest as soon as they enter the restaurant, use guest name as powerfull recognition tools, welcome ad wish them the time of the day. Be polite using terms as ‘thank you’, ‘may I help you’, ‘excuse me’, etc. Assist guest to remove and wear heavy warm coats and raincoats. Help to seat the ladies first and pull chair for guest while making them seat. Do not interrupt guest conversation when speaking to them, and avoid arguments. Do not overhear conversation and Talk softly. Avoid mannerisms such as touching hair, nose and scratching oneself etc. Stand erect at all the times. A gentle bow at the time of service is permissible. Be attentive to guest calls, some time gesture of guest should be adequate for server to get the massage. Carry pencil or pen in the trouser pocket not behind ears or in front pocket. Desist from chewing anything in front of guest or in guest area. Present the bill/check to the host in a folder and avoid soliciting for tip Remove tip after guest has left.

17. COMPETENCIES OF F&B SERVICE PROFESSIONALS GROOMING & HYGINE BASIC ETIQUETTES CONCERN FOR SANITTION TEAM WORK ATTITUDE DISCIPLINE COURTESY

18. CONCERN FOR SANITATION Lead guest to clean table only Remove soiled dishes . Sanitize the hand with sanitizer. Remove crumbs from table. Keep sideboard clean. Keep all sauce bottle closed . Equipments should be free form stain Use handkerchief for personal use.

19. GROOMING & HYGINE TIPS FOR MALE SERVER Hair should be cut close . The uniforms should be well ironed , well fitting and spotless. Nail should be manicured and hand should be clean. Use anti - per spirants or deodorant to stop the body odor. Shoes should be polish Server should be clean shaved , stubbles of a beard or moustache could look uncomely.

20. GROOMING & HYGINE TIPS FOR FEMALE SERVER The apron and elastic hair band should always be clean Flat shoes are preferred. Stocking should be clean. Light make-up projects professional image Excessive jewellery should be avoided. Fresh light cologne is preferable to strong one

21. CONCERN FOR SANITATION Lead guest to clean table only Remove soiled dishes . Sanitize the hand with sanitizer. Remove crumbs from table. Keep sideboard clean. Keep all sauce bottle closed . Equipment should be free form stain Use handkerchief for personal use

22. Team work Team work is one of the essential competencies. The success of F&B service operation depends on the performance of entire service team. While poor team performance damage the reputation of establishment, a good team performance enhance it. No one person can deliver any goal, it takes a tea to accomplish objective by holding themselves responsible for success or failure. A team is a small interdependent group of people with complementary skills who are committed to a common purpose, performance goal and approach. A team can meet significant performance challenges. They influence each other to be ethical, disciplined and motivated. The direct team are Food and Beverage service, kitchen, stewarding . Team members are performers who find excitement in their performance. They have sense of urgency with youthful enthusiasm and energy.

23. attitude The joy of serving people. A cheerful attitude is infectious and spreads cheer Cooperate with team members. Feel proud in his work. He should take initiative through innovation and new ideas. He should be true salesman. He should be honest

24. DISCIPLINE Discipline is the hallmark of F&B service professional. Physical discipline-grooming , physical conduct etc. Mental discipline- sincerity, honesty and perseverance. Be professional at work . Amend mistake immediately. Improve skills by training.

25. COURTESY It is a professional competency. Courtesy comes with a desire. Courtesy ensure better relation with guest. Guest must be received in a cordial manner. Address guest by correct name, as it gives recognition . Use word like “ may I assist you ” while approaching. Let guest take time to select their menu. Guest should not be hustled. Never argue with angry guest.

26. DO NOT

27. ATTRIBUTES OF A WAITER PERSONAL HYGINE & APEARANCE/ GROOMING GOOD CONDUCT GOOD MEMORY OBSERVATION CONCENTRATION & SKILL SALESMANSHIP ABILITY TO ASUME RESPONSIBILITY MAXIMIZE REVENUE PRODUCT KNOWLEDGE COMPUTER SKILL PUNCTUALITY LOCAL KNOWLEDEGE POSITIVE ATTITUDE AND TEAM MEMBER HONESTY/LOYALTY

28. FRENCH TERM FOR F&B STAFF Directeur Du Restaurant – Restaurant Manager Maitre De Hotel – Head Waiter Maitre D’Hotel De Carre – Station Head Waiter Chef De Rang – Station Waiter Commis De Rang – Waiter Demi Chef De Rang – Assistant Waiter Commis De Barrasseur - Apprentice Sommelier – Wine Waiter

29. F&B SERVICE ORGANIZATION JOB SPECIFICATION - Job specification is a document that contains information about the skills and qualities required for a position.   JOB DESCRIPTION- It is a document that contains duties, responsibilities and all the tasks that constitute a job position.

30. ORGANIZATIONAL STRUCTURE OF FOOD AND BEVERAGE SERVICE

31. Food & Beverage Director Banquet Manager Food & Beverage Manager Assistant Food & Beverage Manager Bar Steward Assistant Steward Asst. Waiter Captain Room Service Order Taker Steward Barman Restaurant Manager Room Service Manager Bar Manager Assist. Room service Manager Captain Captain Wine Waiter (Sommelier) Waiter Room Service Waiter Assist. Banquet Manager Assist. Restaurant Manager Assist. Bar Manager

32. JOB DESCRIPTION OF FOOD & BEVERAGE MANAGER To maintain efficient catering services. To maintain effective control . Co-operate with heads of Departments. To be responsible for achieving required revenue and profit target. Co-operate regularly at staff meetings. Hygiene and safety standard in Department. Attend meeting as arranged by the general manager. Co-operate with the personnel Department in the recruiting. Ordering of stocks.

33. DUTIES & RESPONSIBILITY OF ASST. F&B MANAGER Assisting section heads. Taking charge of an outlet, when an outlet manager is on leave. Setting Duty schedules for managers. Running the Department in absence of Food and Beverage Manager.

34. JOB DISCRIPTION OF RESTAURANT MANAGER

35. JOB DESCRIPTION OF ROOM SERVICE MANAGER The Room Service Manager reports directly to the f&b manager. Checks that the service rendered to the guests conforms to the standards set by the hotel. He also monitors all operational. Take care of the sales and Expenditure budget. Co-ordination among the Room service order taker, captain and waiter. Take regular inventories of all the equipment used .

36. JOB DESCRIPTION OF BAR MANAGER

37. JOB DISCRIPTION OF BANQUET MANAGER The Banquet Manager work load is more intense and heavier. Banquet Manager is in charge of all areas of Banquet. Banquet Manager supervises the work of the Banquet sales. He is responsible for organizing everything right down to the finest detail. The Banquet Managers projects the Budget of the Banquets. He is responsible for making an inventory.

38. JOB DISCRIPTION OF BANQUET SALES ASSITANT Develop sales promotion kits. Maintain constant contact with regular client. Takes banquet booking. Takes clients on tours of the banquet facilities. Negotiate banquet space, services and price. Maintain guest history. Identifies local competition. Attend function to ensure client satisfaction. They interact closely with the other Departments.

39.   JOB DESCRIPTION OF CAPTAIN (CHEF DE RANG ) The captain is basically a supervisor. Responsible for the efficient performance of the staff in his station. A captain should possess a sound knowledge. Able to take a guest’s order.  Supervise the mise -en-place. Check and ensure the serviceability of equipments and furniture. Control the inventory. Inspect the table layout. Ensure that staff meets hygiene and discipline standard. Train the subordinate. Assign duties for equity of work.

40. JOB DESCRIPTION OF WAITER

41.   INTERDEPARTMENTAL COORDINATION

42.   FOOD PRODUCTION In a service outlet, the F& B production has the most important role to play. Items prepares and service person sell. Food production department works parallel to the service department. It is very important that these two department work with each. Executive chef and F&B manager together plans menu. Kitchen informs dishes for the day and NA. They prepares the special guest orders when asked by the service department.

43.   KITCHEN STEWARDING This department is involved general cleanliness and restaurant equipments . It has a pot wash and a wash area where service equipment is cleaned, washed and stored . This department also deals with the shortage and issue equipment. The kitchen stewarding departments is headed a chief executive steward or steward manager. The requisitions of the service equipment are done through a kitchen stewarding indent book with signature from the outlet manager, F&B Manager and chief Executive steward .

44.   ACCOUNTS The service department deal indirectly through various outlet cashiers. The cashiers receive the copy of the KOT and raise bill accordingly. They also have detailed information about credit card and discount policies, etc. The general account department deals with payments of the company like employee salaries, bill settlements, vouchers etc. On day – to- day level, the dining room is in direct coordination with the accounts, and on a weekly basis with the control of KOT books and discrepancies with regard to entries in the KOT, bill authorization of signature etc.

45.   HOUSKEEPING The House keeping takes care of general upkeep of the Hotel. It undertakes periodic cleaning of carpet and polishing of fittings. House keeping staff take care of occasional spillage, accidents etc. Flower arrangements placed in the restaurant. Co ordinate with linen book, which lists all service linen used and exchanged.

46.   ENGINEERING

47.   FRONT OFFICE This is " Front of the - house " position and deals with the guest directly. The check –in, check-out, billing, information, reservation, bell desk, telephones etc. all come under this department The front office department may also be in- charge of the health club, beauty parlor, business Centre. Front office update regarding the VIP arrival in the hotel and guest list to the F&B service department. It deals with the bill posting in the guest room by service department, and coordinate with each other if any case of discrepancy.  Front office coordinate with F&B service department to fulfill the guest need .

48. Do you have any QUESTIONS ? THANK YOU !