Food And Beverage

Staff

OBJECTIVES

✓ Overview✓ Organization of F&B Department of

a Hotel✓ Layout of Restaurant✓ Duties & Responsibilities✓ Attributes of F & B Staff

» 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.

KITCHEN

SITTING AREA

PRIVATE SITTING ROOM

ENTRANCE

RECEPTION

WASH ROOM

W A I T I N G A R E A

Duties & Responsibility of F&B Staff

» 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

» Controlling the three elements Food cost, labour cost, and overhead cost

» Selecting suppliers for kitchen commodities and alcohol beverages

» Monitoring performance of thedepartments

» Liaising with governmentagencies

» Scheduling Training programs for the f&b staff

» Evaluating performance appraisal and identifying training needs

2. Restaurant Manager» Preparing budget for a financial year from 1st April to

31st march

» Developing & implementing sales promotion strategy

» Menu planning for daily operations and special occasions

» Recruitment staff and trainingthem

» Handling guest complaints and est. good relationship with guest

» Purchasing restaurant equipment – furniture, linen, cutlery, crockery, glassware, and other equipment's

» Motivating team spirit inrestaurant

» Ensuring cleanliness and hygiene

» Coordinating with other departments ofhotel

Duties of a head waiter As a Headwaiter you are responsibleto provide professional service to our guests, ensuring theirrestaurant visit will become a memorable dining experiencewhereby your role will include key responsibilities such as:

» Work in close cooperation with the Kitchen and Stewardingas well as the Outlet Cashiers to ensure a smooth runningoperation

» Conduct regular training sessions with the assigned team inline with the departmental SOP’s

» Monitor duty schedules for the respectiveteam

» Ensure the proper appearance and grooming of assignedemployees

» Handle the welcome of arriving guests and theirseating through the hostess and take over, if she isnot available

» Work towards the timely set up of the assigned Food& Beverage outlet, according to the meal settingsand in line with the opening hours

» Maintain a professional and friendly relationshipwith the outlet patrons to ensure their well- being

» Familiar with the outlets menu, promotionalactivities and other relevant issues concerning theoutlet and the hotel

» Contribute to meet and maximize the monthlyrevenue budget for the respective outlet.

» 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 theirqueries.

» Co - ordinate with the bus person, kitchen staff, bar staff toensure smooth operation and guest satisfaction.

» 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.

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.

» 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.

» Maintain complete knowledge of and comply with all departmentalpolicies/service procedures/standards.

» Maintain complete knowledge and strictly abide by state liquorregulations, particularly those prohibiting service to minors,intoxicated persons and drunk driving.

» Be familiar with all hotel services/features and localattractions/activities to respond to guest inquiries accurately.

» Inspect all aspects of the outlet environment ensuring compliancewith standards of cleanliness and order and direct respectivepersonnel to rectify deficiencies immediately.

» Inspect quality and amounts of garnishes, ensuring agreement todepartmental standards.

» Anticipate guest's needs, respond promptly and acknowledge allguests, however busy and whatever time of day.

» 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 theindustry

» Implement and ensure the Company Health, Hygiene &Safety Policy is met at all times.

» Oversee all aspects of the daily operation of the hotel’s RoomService 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 floorplan, requisitions for beverage, food and sundries and managelabor on a daily basis through the time management system.

» Ensure all staff are meeting all established standards of servicethrough ongoing and recurrent training systems

» Monitor and test service skills of staff, retrain and reinforce allstandards on food and quality and service details daily. Providefeedback and appraisals as necessary.

» 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.

1. Knowledge of food and drink» The staff must have sufficient knowledge

of all the items on the menu and wine listin order to advise and offer suggestions tocustomers. Furthermore they must knowhow to serve correctly each dish on themenu, what its accompaniments are, thecorrect cover, the make-up of the dish andits appropriate garnish, and also how toserve various types of drink, in the correctglass and at the right temperature

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.

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.

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 alltimes during the service without staring. Careshould always be taken when dealing withdifficult customers. (There is really no such thingas a ‘difficult’ customer – they are normallypeople whom one is uncertain how to handle.)Customers should never be argued with as thiswill only aggravate the situation, but allcomplaints should be referred to someone inauthority in the food service area.

5. Memory» This is an essential asset to food and

beverage service staff. It may helpthem in various ways in their work ifthey know the likes and dislikes ofcustomers, where they like to sit inthe food service area, what are theirfavorite drinks and so on.

6. Honesty» This is all important to the staff in

dealings with both the customer and themanagement. If there is trust andrespect in the triangle of staff, customerand management relationships, thenthere will be an atmosphere of workwhich encourages efficiency and a goodteam spirit amongst the food andbeverage service operators.

7. Loyalty

» The staff’s obligations and loyalty are firstly tothe establishment in which they are employedand its management.

8. Customer satisfaction» The food and beverage service staff

must see that the guests have all theyrequire and are completely satisfied. Itis of great importance to anticipate acustomer’s needs. If he/she iscomfortable in the surroundings thenthis is because of the warm and friendlyatmosphere in the food service area,and the team spirit amongst the waitingstaff.

9. Complaints» The staff should have a pleasant manner,

showing courtesy and tact, an even temperand good humor, and never displeasureeven though at times things may bedifficult. They should never argue with acustomer and, if they cannot deal with thesituation, it should be referred immediatelyto a senior member of the team who,because of his/her greater experience, willbe able to calm the guest and put right anyfault. Remember loss of time in dealing withcomplaints only makes the situation worse.

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 imageof the establishment. They aresalespeople and must thereforehave a complete knowledge of allforms of food and drink and theircorrect service.

11. Sense of urgency

» So that the establishment has themaximum amount of businessover the service period with ashigh a net profit as possible, thestaff must develop a sense ofurgency.

12. Conduct

➢ The staff’s conduct should beimpeccable at all times, especially infront of customers. The rules andregulations of an establishment must be

all seniorfollowed, and respect

members ofshown to staff.

13. Personality» The staff must be tactful, courteous,

good humored and of an even temper.They must converse with the customerin a pleasing and well spoken mannerand the ability to smile at the righttime pays dividends. With theseattributes the staff will help themanagement by becoming good salespeople.

» 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 exercisewill keep you in a healthy condition and allow you to cope with thepressures and stress of work

» Pay particular attention to your hands. They must always be clean, free ofnicotine 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.

» Shoes must be comfortable and clean, and of a plain, neat design.Fashion is not important here (i.e. high heels and trainers), but rathersafety 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.