food & beverage organization structure & attributes

Overview Organization of F&B Department of a Hotel, Layout of Restaurant, Duties & Responsibilities, Attributes of F & B Staff,

1. GAURAV DHAKA B.Sc. H & H.A., M.H.A. Food And Beverage Staff

2. OBJECTIVES Overview Organization of F&B Department of a Hotel Layout of Restaurant Duties & Responsibilities Attributes of F & B Staff

3. Overview The hotel and restaurant business is an admixture of showmanship, diplomacy and sociability.   The product of food and beverage operation is not just food and beverage itself. Any staff coming in contact with the guest is also part of the product.  Food and beverage service is the culmination of the planning and production processes.

4. Food And Beverage Organizational Chart

5. Organisation Chart Of Kitchen

6. Layout of restaurant KITCHEN SITTING AREA PRIVATE SITTING ROOM ENTRANCE RECEPTION WASH ROOM WAITING AREA

7. Duties & Responsibility of F&B Staff

8. 1. F & B manager/Director Formulating Financial, catering and marketing policies and strategies Prepare the organisation structure for the department with job description Appointing the right people for right job Preparing budget for various outlets Planning Menus for various outlet after consultation Designing and implementing competitors strategy Keeping the staff updated with latest trends in f&b

9. 1. F & B manager/Director (cont.) Controlling the three elements Food cost, labour cost, and overhead cost Selecting suppliers for kitchen commodities and alcohol beverages Monitoring performance of the departments Liaising with government agencies Scheduling Training programs for the f&b staff Evaluating performance appraisal and identifying training needs

10. 2. Restaurant Manager Preparing budget for a financial year from 1 st April to 31 st march Developing & implementing sales promotion strategy Menu planning for daily operations and special occasions Recruitment staff and training them Handling guest complaints and est. good relationship with guest

11. 2 . Restaurant Manager (cont.) Purchasing restaurant equipment – furniture, linen, cutlery, crockery, glassware, and other equipment's Motivating team spirit in restaurant Ensuring cleanliness and hygiene Coordinating with other departments of hotel

12. 3. Head waiter Duties of a head waiter As a Headwaiter you are responsible to provide professional service to our guests, ensuring their restaurant visit will become a memorable dining experience whereby your role will include key responsibilities such as : Work in close cooperation with the Kitchen and Stewarding as well as the Outlet Cashiers to ensure a smooth running operation Conduct regular training sessions with the assigned team in line with the departmental SOP’s Monitor duty schedules for the respective team Ensure the proper appearance and grooming of assigned employees

13. 3. Head waiter (cont.) Handle the welcome of arriving guests and their seating through the hostess and take over, if she is not available Work towards the timely set up of the assigned Food & Beverage outlet, according to the meal settings and in line with the opening hours Maintain a professional and friendly relationship with the outlet patrons to ensure their well- being Familiar with the outlets menu, promotional activities and other relevant issues concerning the outlet and the hotel Contribute to meet and maximize the monthly revenue budget for the respective outlet.

14. 4. Waiter Greets guests and presents them with the menu. Informs guests about the special items for the day and menu changes if any. Suggest food and beverages to the guest and also try to upsell. Take food and beverage orders from the guest. Obtaining revenues, issuing receipts, accepting payments, returning the change. Performing basic cleaning tasks as needed or directed by supervisor. Punch the order on the POS machine and make sure to enter the special requirements made by the guest while ordering the food. Eg : No Garlic, less spicy etc., Without egg etc. Communicate to the guest and provide assistance with their queries. Co - ordinate with the bus person, kitchen staff, bar staff to ensure smooth operation and guest satisfaction.

15. 4. Waiter (cont.) Server food and beverage to the guest as per the course of order. Observes guests and ensure their satisfaction with the food and service. Promptly respond to guest with any additional request. Maintaining proper dining experience, delivering items, fulfilling customer needs, offering desserts and drinks, removing courses, replenishing utensils, refilling glasses. Adhere to grooming and appearance standards consistently. Understands and can communicate products and services available at the resort.

16. 5. Hostess Duties of a hostess Check the reservation book for reservations for the next meal period. Notify the supervisor of any parties of more than six. Distribute reservations among all servers equally, informing them of all information necessary. Example, Birthdays, anniversaries, bill not to be taken to the table or any other unusual requests. See that the reservation signs are placed on the tables. Inquire with the kitchen what the daily specials are for the shift. Always answer the phone politely using a friendly tone and being informative. The telephone must be answered on a maximum of three rings. If a customer has any questions, it is your responsibility to answer them accurately. Therefore, know your product and price list. You must have complete knowledge of all food and beverage menus: The ingredients; the preparation; how items are served and with what; know your prices; know the daily specials. Ask if there is any special occasion or requirements.

17. 6. Banquet Manager Achievement of budgeted food sales, beverage sales and labor costs. Achieve maximum profitability and over-all success by controlling costs and quality of service. Participation and input towards F & B Marketing activities. Control of Banquet china, cutlery, glassware, linen and equipment. Help in preparation of forecast and actual budget function sheets. Completion of weekly schedules. Schedule staff as necessary to ensure adequate and consistent levels of service. To supervise and co-ordinate daily operation of meeting/banquet set-ups and service. Completion of Banquet Bar Requisitions. Maintain records for inventory, labor cost, food cost etc. Follow-up each function by completing a Function Critique and submit to the Sales & Food and Beverage Manager. Attendance and participation of weekly F & B meeting and Department Head meeting. To assist in menu planning and pricing. Development and maintenance of all department control procedures.

18. 7. Bar Manager Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving. Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately. Inspect all aspects of the outlet environment ensuring compliance with standards of cleanliness and order and direct respective personnel to rectify deficiencies immediately. Inspect quality and amounts of garnishes, ensuring agreement to departmental standards. Anticipate guest's needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

19. 7. Bar Manager (cont.) Resolve guest complaints, ensuring guest satisfaction. Ensure that transfer slips and spill sheets are filled out and distributed in accordance with departmental standards. Ensure that each liquor bottle ordered is backed up by an exchange of an empty bottle of same liquor. Monitor Happy Hour set-up and service, ensuring agreement to Hotel standards. Responsibility for the creation of cocktail menus and Update menu changes on the Point of sale (POS) terminal. Development and implementation of new international trends to set exceedingly expected standards within the industry Implement and ensure the Company Health, Hygiene & Safety Policy is met at all times.

20. Room Service / In Room dining manager (cont.) Oversee all aspects of the daily operation of the hotel’s Room Service operation. Supervise all Room Service personnel. Respond to guest complaints in a timely manner. Work with other F&B managers and keep them informed of F&B issues as they arise. Organize all documentation for shift work on a daily basis including pre-shift reports, daily training topics, shift floor plan, requisitions for beverage, food and sundries and manage labor on a daily basis through the time management system. Ensure all staff are meeting all established standards of service through ongoing and recurrent training systems Monitor and test service skills of staff, retrain and reinforce all standards on food and quality and service details daily. Provide feedback and appraisals as necessary.

21. Room Service / In Room dining manager (cont.) Coordinate and monitor all phases of Loss Prevention in the Room Service operation. Ensure compliance with In Room dining SOP’s . Ensure the training of department heads and employees on SOP’s, report preparation and technical job tasks Monitor and supervise the mini-bar department. Ensure effective communications between each shifts. Supervise the room service area in order to attract, retain, and motivate the employees. Ensure optimal level of service, quality, and hospitality are provided to guest. Regularly review house counts, forecast and VIP list and maintain the confidentiality of the hotel and its guests Ensure the timeliness and accuracy of the amenity set-up and delivery.

22. Attributes(Qualities ) of food and beverage staff

23. Attributes(Qualities) of food and beverage staff 1. Knowledge of food and drink The staff must have sufficient knowledge of all the items on the menu and wine list in order to advise and offer suggestions to customers. Furthermore they must know how to serve correctly each dish on the menu, what its accompaniments are, the correct cover, the make-up of the dish and its appropriate garnish, and also how to serve various types of drink, in the correct glass and at the right temperature

24. Attributes(Qualities) of food and beverage staff 2. Punctuality Punctuality is all important. If the staff are continually late on duty it shows lack of interest in work and a lack of respect for management.

25. Attributes(Qualities) of food and beverage staff 3. Local knowledge In the interest of customers the staff should have a certain knowledge of the area in which they work so they may be able to advise the guests on the various forms of entertainment offered, the best means of transport to places of interest and so on.

26. Attributes(Qualities) of food and beverage staff 4. Attitude to customers The correct approach to the customer is of the utmost importance. The staff must not be servile, but anticipate the customer’s needs and wishes. A careful watch should be kept on customers at all times during the service without staring. Care should always be taken when dealing with difficult customers. (There is really no such thing as a ‘difficult’ customer – they are normally people whom one is uncertain how to handle.) Customers should never be argued with as this will only aggravate the situation, but all complaints should be referred to someone in authority in the food service area.

27. Attributes(Qualities) of food and beverage staff 5. Memory This is an essential asset to food and beverage service staff. It may help them in various ways in their work if they know the likes and dislikes of customers, where they like to sit in the food service area, what are their favorite drinks and so on.

28. Attributes(Qualities) of food and beverage staff 6. Honesty This is all important to the staff in dealings with both the customer and the management. If there is trust and respect in the triangle of staff, customer and management relationships, then there will be an atmosphere of work which encourages efficiency and a good team spirit amongst the food and beverage service operators.

29. Attributes(Qualities) of food and beverage staff 7 . Loyalty The staff’s obligations and loyalty are firstly to the establishment in which they are employed and its management.

30. Attributes(Qualities) of food and beverage staff 8.  Customer satisfaction The food and beverage service staff must see that the guests have all they require and are completely satisfied. It is of great importance to anticipate a customer’s needs. If he/she is comfortable in the surroundings then this is because of the warm and friendly atmosphere in the food service area, and the team spirit amongst the waiting staff.

31. Attributes(Qualities) of food and beverage staff 9. Complaints The staff should have a pleasant manner, showing courtesy and tact, an even temper and good humor, and never displeasure even though at times things may be difficult. They should never argue with a customer and, if they cannot deal with the situation, it should be referred immediately to a senior member of the team who, because of his/her greater experience, will be able to calm the guest and put right any fault. Remember loss of time in dealing with complaints only makes the situation worse.

32. Attributes(Qualities) of food and beverage staff 10. Sales ability As has already been mentioned, the staff work in the front of the house – the food service area – and they, to a large extent, reflect the image of the establishment. They are salespeople and must therefore have a complete knowledge of all forms of food and drink and their correct service.

33. Attributes(Qualities) of food and beverage staff 11. Sense of urgency So that the establishment has the maximum amount of business over the service period with as high a net profit as possible, the staff must develop a sense of urgency.

34. Attributes(Qualities) of food and beverage staff   12. Conduct The staff’s conduct should be impeccable at all times, especially in front of customers. The rules and regulations of an establishment must be followed, and respect shown to all senior members of staff.

35. Attributes(Qualities) of food and beverage staff 13. Personality The staff must be tactful, courteous, good humored and of an even temper. They must converse with the customer in a pleasing and well spoken manner and the ability to smile at the right time pays dividends. With these attributes the staff will help the management by becoming good sales people.

36. Points to keep in mind before going on duty A shower or bath should be taken daily Always use deodorants Aftershave and perfumes should not be too strong Sufficient sleep, an adequate and healthy intake of food, and regular exercise will keep you in a healthy condition and allow you to cope with the pressures and stress of work Pay particular attention to your hands. They must always be clean, free of nicotine stain and with clean, well-trimmed nails No nail varnish should be worn Males should be clean shaven with any moustache neatly trimmed Females should only wear light make-up Ear-rings should not be worn with the possible exception of studs Your uniform should be clean, starched as appropriate and neatly pressed. All buttons must be present Hair must at all times be clean and well groomed.

37. Points to keep in mind before going on duty Shoes must be comfortable and clean, and of a plain, neat design. Fashion is not important here ( i.e. high heels and trainers), but rather safety and foot comfort Your teeth should be brushed immediately before coming on duty Cuts and burns should be covered with the correct dressings Any colds or other possible infections should be reported immediately Your hands should be washed immediately after using the toilet, smoking or dealing with refuse. Use hot water and soap Try to avoid any ‘mannerisms’ that you may have, such as running your fingers through your hair, chewing gum, or scratching your face Excessive jewelry must not be worn. Follow your establishment policy Always remember that your standards will mirror the establishments standards – aim high at all times.

38. Point out the wrong and right ones ??

39. Point out the wrong and right ones ??