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CHAPTER- 2

INTRODUCTION

Hierarchy of F&B Service Department


The department can achieve its predetermined objectives efficiently if every
employee knows the part he is to play in the team operation and how his/her role
relates to the others and contributes to attaining the overall objectives. Every
employee is given his/her duties and responsibilities in the hierarchy of reporting.
This is done in organizing, which is one of the managerial functions. Organizing is
the process of:
 Identifying and classifying the activities to be performed
 Grouping of activities necessary to attain the objectives
 Assigning of each grouping to a manager with authority necessary to
supervise it (delegation)
 Providing for coordination horizontally and vertically in the organization
It may be summarized as 'organization is the process of identifying and grouping
the work to be performed, defining and delegating responsibility and authority, and
establishing relationships for the purpose of enabling people to work most
effectively together in accomplishing objectives'. An organization's structure must
clearly state who is to do what and who is responsible for what results. Though an
organization implies many meanings to many people, for most practicing
managers, it means 'formalized intentional structure of roles or positions'. The food
and beverage manager identifies the nature of work to be carried out in each area
of the food and beverage department and identifies positions and draws job
description for each, in liaison with the personnel manager to establish formal
organization structure.
THE ORGANIZATIONAL STRUCTURE OF FOOD & BEVERAGE
DEPARTMENT IN STAR HOTELS
Functions of the Food and Beverage Department within a Hotel

Besides, room sales, profit generated from the provision of food and beverage
Services are another significant source of income in many of the hotel businesses.
“Food & beverage” is a general term used inhospitality which usually represents
the required food and beverage items in events, banquets or outside catering
services. The food and beverage department within a hotel consists of various units
And huge quantity of staff in order to cater the needs of customers inside or outside
the hotel. Generally speaking, the provision of food and beverage services are not
only limited to restaurants and bars operating inside a hotel property. In fact, it also
involves other functional units.
Related food and beverage departments and aspects in a hotel:
 Kitchens
 Restaurants
 Catering (internal and external)
 Banqueting (internal and external)
 Room Service (In-room dining)
 Mini bars
 Lounge bars
 Stewarding
 Staff Canteen
a) Kitchens

A kitchen is a place for the storage and preparation of food for consumption. In
some hotels, there may be a variety of kitchens catering to different needs from
breakfast, luncheon and dinner to events such as gala dinners and conferences. The
number of customers being catered for varies depending on the size of the dining
facilities and kitchen, the number of staff employed and the equipment being used.
The purpose of a kitchen is to produce the right quality of food of the highest
standard for the required number of people, on time, by the most effective use of
staff, equipment and materials.
Hotel kitchens can be divided into separate sections. Some examples

 Production kitchen;
 Banqueting kitchen;
 À la carte kitchen;
 Grill room;
 Pastry kitchen; and cold kitchen
 Food preparation area.
It is sometimes necessary for a hotel to have different types of kitchens and
cooking sections, especially for large-scaled hotels with more than one F&B
outlets or units. Different types of kitchens / sections serve their unique functions.

Restaurants
Most hotels have at least one dining room that can be used for breakfast, luncheon
and dinner meals. There are some hotels that do not have a restaurant; in this case
Customers will have their meals at a local establishment. Some larger and
Higher-grade hotels may have several restaurants and dining areas, with the
number
And type depending on the type and service of the hotel, e.g. breakfast and coffee
shop restaurant, formal dining room, banqueting facilities. Typically these food
and beverage areas are run by a Restaurant Manager.
• A major chain hotel generally has at least two restaurants: a signature or
Upscale formal restaurant and a casual coffee-shop restaurant.
• The restaurants cater for both the hotel guests and the general public. Hotels
Will promote their restaurants to hotel guests, or in some cases a hotel will
Allow a brand name restaurant to operate within their hotel as this helps to
Reduce the hotel’s food and beverage costs.

Banqueting and Catering (Internal and External)


A banquet, event or function can be described as the service of food and drink at a
Specific time and place, to a given number of customers at a known price. Banquet
is a term used to describe a large formal occasion, e.g. Chinese wedding. Some
Examples of hospitality functions include:

Business functions: Conferences, working breakfasts, luncheons and Dinners,


meetings
Social functions: Gala dinners, anniversaries, weddings there are many different
restaurants offering an array of foods and cultures in some specialize in foods from
different countries. Introduction to Hospitality a significant number of hotels have
banqueting facilities. Function rooms which are designed for multi-purposed uses
enable
Customers to hold different kinds of catering functions, varying from personal
wedding banquets to annual dinners hosted by enterprises.
Some catering services have also been extended outside the hotel properties,
serving food and beverage items to customers in remote locations upon customers’
requests, such as a private party organized inside a clubhouse.
Different from hotel restaurants which operate daily, the banqueting service is on
demand basis which always requires advanced reservations by customers. The
demand for banquet staff is less stable when compared with restaurants and may
Involved the recruitment of more part-time staff in this department, especially in
the peak seasons of events. In Hong Kong, hotel catering events are usually
Organized in several different formats. Round tables are commonly used in the set-
up for Chinese menu functions, as well as some Western menu functions. Set
menus are generally preferred in most catering events. And some organizers
Would prefer choosing buffet style which is suitable for offering meals,
particularly in breakfast and lunch when time is limited for a whole-day program.

Buffet
A meal-serving system where patrons serve themselves. It is a popular
Method of feeding large numbers of people with minimal staff. Customers select
food from a display, and it is consumed either seated at a table or standing.
There are different types of buffets. One form is to have a line of food serving
Sections filled with fixed portions of food; customers take whatever food items
they want as they walk along and pay at the end for each dish. A good example is a
Cafeteria.
Well-known in Hong Kong is the all-you-can-eat buffet, where customers pay
A fixed price and help themselves consume as much food as they wish in a
Single meal. This type of buffet can be either breakfast; luncheon or dinner and
Is found often in restaurants, especially in hotels here in Hong Kong.
As a compromise between self-service and full table service, a staffed buffet
May be offered. Here diners bring their own plate along the buffet line and are
given a portion from a server at each station. This method helps reduce food
Wastage and is becoming more common in India

Another style of buffet is the traditional buffet offered in Sweden, the


smorgasbord, which literally means table of sandwiches.

Counter, Cafeteria or Self-service


Customers collect a tray or plate from the beginning of the service counter and
move along selecting their meal and then pay and collect appropriate cutlery.
Customers may stand or sit while dining, and may also take food away.
Schools and work cafeterias are good examples.

Cocktail reception is another common but less formal catering event that can be
provided by hotels. Only finger foods and drinks are provided during the events
and no formal dining tables and chairs are required in the set-up for a cocktail
reception. Hotels, which provide banqueting facilities and services, are always
equipped with banqueting kitchens. The setting of a banqueting kitchen should be
spacious which allows mass production of food items required for every single
event. In some hotels, special preparation areas are also available in adjacent to the
banquet kitchen for the plating of dishes as the end stage of food production

Room Service
This is the service provided in a hotel that allows customers to order food and
drink to be delivered to their rooms. Although not all hotels have room service
available for their customers, such a service does give conveniences and enhance
guest satisfaction during their stays. Customers who order food and beverages to
be delivered to their rooms can enjoy high privacy and personalized services in
their dining experiences.

In order to enhance the efficiency of this service unit, the room service department
should be located conveniently near the kitchen and the service elevators. Some
hotels offer 24-hour room service which enable customers to place food orders at
any time, ranging from breakfast to night owl menus. Orders are normally taken by
room service staff through telephone and some hotels have assigned such a
responsibility to the telephone operators which serve as centralized points for
handling all internal and external phone calls.
To ensure the freshness of food orders, hot dishes are kept in the warmer inside the
service cart before being delivered to the room. Besides, close
communications with the housekeeping department are essential to ensure no used
trays and dishes are kept outside the guest rooms. In order to reduce the workload
of room attendants, floor checks are performed regularly by room
service staff to ensure the hygiene and tidiness of corridors in each hotel floor.
This service will depend upon several factors:
 typically found in larger city hotels, especially airport hotels;
 Level of service and menu vary;
 Challenges:
Delivery of orders on time; Making it a profitable department within food
And beverage; Avoiding complaints, e.g. food being cold or
Delivered late; and forecasting when the busy times will be during a day or week.

Duties and Responsibilities of Employees in F&B Service

The food & beverage service department usually has the largest staff. Able
leadership and supervision is required to effectively direct the department and
guide the staff. The personnel in the food & beverage service industry require
practical knowledge of operations of all outlets is essential to provide the guest
with quality service at all times.
Job Specification - Job specification is a document that contains information
about the skills and qualities required for a position. In includes information such
as personal qualities, skills, formal education, technical qualification, work
experience, previous training, physical skill &. Communication skill.
Job description - It is a document that contains duties, responsibilities and all the
tasks that constitute a job position. It specifies the parameters within which a job is
done. It not only includes duties and responsibilities but also contains report
relationships, working conditions, authorities and control, coordination with other
departments, status within departmental hierarchy, equipments and materials to be
used and other information specific to the hotel.
JOB DESCRIPTION OF FOOD & BEVERAGE MANAGER
Duties & Responsibilities:
1. To maintain efficient catering services within the hotel for the markets
previously identified in the marketing and catering policies.
2. To maintain effective control of raw material, labour and equipment costs used
in the Food and Beverage Departments.
3. Co-operate with heads of Departments in producing Departmental budgets for
approval by the Chief Accountant.
4. To be responsible for achieving required revenue and profit targets for, all
selling outlets, maintaining the agreed standards of Food and Beverage production
and service as laid down in the catering policy.
5. Co-operate regularly at staff meetings with the heads of Departments, together
comprising the Food and Beverage Department.
6. To be responsible for Hygiene and safety standard in the Food and Beverage
Department and ensure all legal requirements are met.
7. To maintain efficient catering services within the hotel for the markets
previously identified in the marketing and catering policies.
8. To maintain effective control of raw material, labor and equipment costs used in
the Food and Beverage Departments.
9. Co-operate with heads of Departments in producing Departmental budgets for
approval by the Chief Accountant.
10. To be responsible for achieving required revenue and profit targets for, all
selling outlets, maintaining the agreed standards of Food and Beverage production
and service as laid down in the catering policy.
11. Co-operate regularly at staff meetings with the heads of Departments, together
comprising the Food and Beverage Department.
12. To be responsible for Hygiene and safety standard in the Food and Beverage
Department and ensure all legal requirements are met.
13. To be prepared to attend any other staff meeting as arranged by the general
manager.
14. Co-operate with the personnel Department in the recruiting and training of new
personnel for the Food and Beverage Department.
15. In consultation with the chef and based on the availability of ingredients and
prevailing trends, the Food and Beverage Manager should update and if necessary
compiling new menus. New and updated wine lists should also be introduced
regularly.
16. Ordering of stocks.

JOB DESCRIPTION OF ASSISTANT FOOD AND BEVERAGE


MANAGER
Duties & Responsibilities
1. The assistant Food and Beverage Manager assists the Food and Beverage
Manager in running the Department by being more involved in the actually day-
to-day operations.
2. Assisting section heads during busy periods.
3. Taking charge of an outlet, when an outlet manager is on leave.
4. Setting Duty schedules for the entire outlet Managers and monitoring their
performance.
5. Running the Department independently in the absence of Food and Beverage
Manager.

JOB DESCRIPTION OF RESTAURANT MANAGER


Duties & Responsibilities
The restaurant Manager is either the coffee shop Manager, Bar Manager or
specialty Restaurant Manager.
1. The Restaurant Manager reports directly to the Food and Beverage Manager and
has overall responsibility for the organization and administration of a particular
outlet or a section of the Food and Beverage service Department.
2. Setting and monitoring the standards of service in the outlets.
3. Administrative Duties such as setting Duty charts, granting leaves, monitoring
staff position, recommending staff promotions and handling issues relating to
discipline.
4. Training the staff by conducting a daily briefing in the outlet.
5. Playing a vital role in Public relations, meeting guest in the outlets and attending
to guest complaints, if any.
6. Formulating the sales and Expenditure budget for the outlet.
7. Planning Food festivals to increases the revenue of the outlet along with the chef
and the Food and Beverage Manager.
JOB DESCRIPTION OF ROOM SERVICE MANAGER
Duties & Responsibilities
1. The Room Service Manager reports directly to the Food and Beverage Manager
and is responsible for the Room Service outlet.
2. The Room Service Manager checks that the service rendered to the guests
conforms to the standards set by the hotel.
3. He also monitors all operational aspects of the outlet such as service, billing,
Duty charts, Leave and absenteeism, in addition to attending to guest complaints
regarding Food and Service.
4. The Room Service Manager is also in charge of the sales and Expenditure
budget. Since Room service is the outlet which is most liable to have problems, the
Room service Manager should ensure co-ordination among the Room service order
taker, the captain and the waiter.
5. It is necessary for the Room service Manager to be present in the outlet during
Peak hours to interact with other departments of the hotel and to take regular
inventories of all the equipment used.
6. In the Event of the hotel offering valet service, the room service managers takes
charge of that service as well.

JOB DESCRIPTION OF BAR MANAGER


Duties & Responsibilities
The Bar Manager is responsible for all functions of the bar and the dispense bar.
The responsibilities of a Bar Manager include the following:-
1. Recruiting staff and training them for a bar operations.
2. Monitoring performance and activities of bar ad dispense bar.
3. Supervising alcohol service and forecasting volume of sales.
4. Maintaining a close watch on movement of bottles and formulating beverage
control system.
5. Preparing budget for bar and dispense bar.
6. Purchasing bar equipment & identifying alcoholic beverage suppliers.
7. Handling records of stock & sales report.
8. Handling guest‘s complaints

JOB DESCRIPTION OF ASSISTANT BANQUET MANAGER


Depending upon the size of the Establishment and the number of Banquet Halls,
there may also be an Assistant Banquet Manager, who maintains Banquet records,
takes bookings and monitors correspondence.
Duties & Responsibilities
1. He ensures the smooth operations of all functions, by giving clear and precise
instructions to the concerned staff,
2. This job can also be done by a Banquet Sales Executive or Banquet sales
assistant.
3. The Assistant Banquet Manager is in charge of the actual performance of the
function held in the Banquet Department.
4. He Co- ordinates with the senior captain and is in charge of inventories, Billing
and briefing.
5. He also deals with complaints from the guests and co-ordinate with various
agencies for Banquet Requirements.
6. The Assistant Banquet Manager should be aware of all that is happening in the
Banquet outlet, as he is responsible for the success of each Banquet from the
beginning to the end.
7. An Assistant Banquet Manager performs both the functions of managing the
office and Monitoring Banquet operations.

JOB DESCRIPTION OF BANQUET SALES ASSISTANT


Duties & Responsibilities
1. They are responsible for Managing the Banquet Reservation system in the
Banquet office.
2. They normally work in shifts and take bookings for all functions to be held in
the Hotel.
3. They prepare the function prospectus (FP) or Banquet Function Contract (BFC)
that contains all the details of the proposed function, according to the guest‘s
needs.
4. They co-ordinate closely with the Banquet operational staff to ensure that the
function is planned as specified in the Booking form.
5. They interact closely with the other Departments of the Hotel, on behalf of the
operational team in the Banquets.
6. They report to the Banquet Manager.
7. Team work is the watchword in any food and Beverage. Service Department. A
dedicated and committed team, with able leadership, under ideal working
conditions, help in fulfilling the establishment‘s ultimate goal of guest satisfaction.
JOB DESCRIPTION OF SENIOR CAPTAIN (MAITRE D’ HOTEL)
Duties and Responsibilities:-
1. This senior captain has overall responsibilities for operations.
2. He prepares the Duty charts in consultation with the outlet manager.
3. He oversees the miser –en- place, cleaning, setting of the outlet and staffing to
ensure that the outlet is always ready for service.
4. The senior captain receives the guests and hands them over to the captain or
station holder.
5. He takes orders from guests if the captain in unable to do so.
6. The senior captain should be an able organizer and also be prepared to take over
the duties of any member of the staff as and when required.

JOB DESCRIPTION OF CAPTAIN (CHEF DE RANG)


This position exists in Large Restaurants, as well as in the Food & Beverage
service Department of all major Hotels.
Duties & Responsibilities
1. The captain is basically a supervisor and is in charge of a particularly section.
2. A Restaurant may be divided into section called stations, each consisting of 4 to
5 tables or 20 to 24 covers.
3. A Captain is responsible for the efficient performance of the staff in his station.
4. A captain should possess a sound knowledge of food and Beverage, and be able
to discuss the menu with the guests.
5. He should be able to take a guest‘s order and be an efficient salesperson.
6. Specialized service such as Guerdon work involves a certain degree of skill, and
it is the captain who usually takes the responsibility to do this work.

JOB DESCRIPTION OF WAITER (COMMIS DE RANG)


Duties & Responsibilities
1. The waiters serve the food & Beverage ordered by a guest and is part of a team
under a station captain.
2. They should be able to perform the duties of a captain to a certain extent and
replace the captain if he is busy or not on duty.
3. They should also be knowledgeable about all types of Food and Beverages, so
that they can effectively take an order from a guest, execute the order and serve the
correct dish with its appropriate garnish and accompaniment.
4. He should be able to efficiently co- ordinate with the other staff in the outlet.

JOB DESCRIPTION OF TRAINEE


Duties & Responsibilities
1. The Trainee work closely with the waiter‘s fetching orders from the kitchen and
the Bar, and cleaning the side station in a restaurant.
2. He serves water and assists the waiter.
3. He is mainly responsible for the miser-en-place, and stacking the side board with
the necessary equipment for service.
JOB DESCRIPTION OF WINE WAITER (SOMMELIER)
Duties and Responsibilities
1. His job is to take orders for the service of wine and alcoholic beverages and
serve them during the meal.
2. They should have a good knowledge about wines that accompany a particular
dish and the manner in which they should be served.
3. They should also be aware of Licensing Laws.
4. He should be efficient salespersons.

JOB DESCRIPTION OF ROOM SERVICE WAITER (CHEF D’ ETAGE)


Duties and Responsibilities
1. Room service waiters work in the Room service outlet, serving both Food &
Beverage to guests in their rooms.
2. The orders is placed by the guest on telephone, and is recorded on a kitchen
order Ticket (K.O.T)
3. The Room Service waiter, who has been assigned that order, sets the tray
according to the Food or Beverage ordered, picks up the orders when it is ready
and serve it to the Guest along with the check, either for payment or signature.
4. The service should be prompt and efficient as one lapse means a complaint
about service and a dies-satisfied Guest.
JOB DESCRIPTION OF ROOM SERVICE ORDER TAKER
Duties and Responsibilities:
1. Room service order taker records all orders of food & beverage from a resident
guest over the telephone.
2. He records the order on a kitchen order ticket (K.O.T.) and passes it to the
captain.
3. The room service orders taker is responsible for all communication between the
guest and the staff of the room service outlet and hence should have good
communication skills.

JOB DESCRIPTION OF HOSTESS


Duties and Responsibilities
1. The job of a hostess to greet and seat guests.
2. The Hostess presents to the guests the menu card and hands them over the
station holder to continue service.
3. She should be pleasant and well organized be able to work under stress and
interact smoothly with her colleagues.

JOB DESCRIPTION OF BARMAN OR BARTENDER


Duties and Responsibilities
1. A Barman works behind the bar counter dispensing beverage and making
cocktails.
2. He should have pleasant manners, good communication skills and a sound
knowledge of all beverages and mixes.
3. He should be fast and efficient.

JOB DESCRIPTION OF CASHIER


Duties and Responsibilities
1. The main duty of a cashier is to make checks on the basis of kitchen order
Ticket (K.O.T)
2. Most cash counters are computerized.
3. Though cashiers are not a part of the food and Beverage team, they work closely
in association with the staff of the department.
4. They Report directly to the accountant.

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