Fundamentals in Food Service Operations

I. UNIT TITLE/CHAPTER TITLE

Organizational Structure of the Food and Beverage Department

II. LESSON TITLE

1. Historical Development of Restaurant

2. Organizational Structure of Food and Beverage Department
3. Duties and Responsibilities of Personnel in F & B Department

III. LESSON OVERVIEW

This lesson provides the students an overview of the Food Service Industry and the
Organizational Structure of the Food and Beverage Department. In this module, students will
learn the duties and responsibilities of the personnel in the Food and Beverage Department.
They will also be provided with the background knowledge on the Early Operations of the Food
Service Industry. It will give also an overview on the basic requirements of personnel needed for
the operation of the Food and Beverage Department.

IV. DESIRED LEARNING OUTCOMES

At the end of the lesson, the students should be able to:

1. assess the personnel’s involved in the Food and Beverage Department;

2. execute the different duties and responsibilities of the Food and Beverage
Departmentpersonnel.

V. LESSON CONTENT

1. Historical Development of Restaurant

History of Restaurants in Europe

People ate together in large groups 12,000 years ago. Food was sold in public market
places 7,000 years ago. Greek and Roman banquets occurred 2,500 years ago. By the 1500’s,
quantity food was produced primarily in religious institutions, and wealthy persons employed
chefs. Before the 1600’s, persons living along trade routes were the first hospitality
entrepreneurs as they opened their houses to travelers.
History of Restaurants in the United States of America
Taverns and inns became popular in cities during the 1800’s. Most luxurious dining was
offered by large hotels. By the late 1800’s, public eating places were almost everywhere and
offered a wide variety of food items. One of the first restaurant chains was that of Fred Harvey
(Kansas) in the mid-1870’s. By 1920, numerous eating places were located near major highways.
In the 1940’s, frozen foods became popular. McDonald’s restaurant chain began in the 1950’s. In
the 1970’s, wines increased in popularity. The “modern” restaurant era began in the early
1980’s as Americans began to eat out more frequently.
Food and Beverage Service – The Basics
Food and beverage services sector contributes a great deal to the profits in hospitality
industry. With the increase in importance of business meetings, a range of personal and social
events, a large number of customers visit catering establishments frequently. The food and
beverage professionals tirelessly work to intensify customers’ experience through their service.
The F&B Services providing businesses deliver food and beverages to their customers at a
particular location (on premise) such as hotel, restaurant, or at the customer’s intended
premises (offpremise).
Food and Beverage Service – The Definition
Food and Beverage Services can be broadly defined as the process of preparing,
presenting and serving of food and beverages to the customers.
Two Types of Food and Beverage Services
On Premise: Food is delivered where it is prepared. The customer visits the premise to
avail the food service. The premises are kept well-equipped and well-finished to attract
customers to avail F&B service. For example, restaurants, pubs, etc.

Off Premise or Outdoor Catering: This kind of service includes partial cooking,
preparation, and service at customer’s premises. It is provided away from the F&B Services
provider’s base on the occasion of major events which call for a large number of customers.
Food and Beverage Services Operations
There are two broad types of F&B Services operations:

Commercial: In this case, F&B Services is the primary business. The most known
commercial catering establishments are — hotels, all kinds of restaurants, lounges, cafeterias,
pubs, clubs, and bars.

Non-Commercial: Non-commercial operations are secondary businesses in alliance

with the main business. These F&B services mainly cater to their consumers with limited choice
of food and beverages. These establishments often run under contracts. For example, food and
beverage services provided at hospitals, hostels, and prisons.
Forms of Food and Beverage
Service What is
Catering?
Catering is the business of providing foods and beverage service to the people
at a remote location. It is a part of food and beverage service sector. For example,
arranging food services at a wedding location.
 What is QSR?
These are the fast-food outlets called Quick Service Restaurants where the food
is prepared, purchased, and generally consumed quickly. They are run with convenience
as a main factor. Branded outlets such as McDonalds and Nando’s are QSRs.
What is FSR?
They are fine dining, family, specialty, ethnic, or theme restaurants called Full-
Service Restaurants where the food and beverage menu is wide and the customer’s
expectations are high. They are operated with customer satisfaction and experience as
the key factors.

Food and Beverage Outlets

Hospitality industry offers employment to people of differing personality’s backgrounds

and skills through a wide diversity of outlets serving food and beverage. Hospitality may be
defined as meeting the needs of guests in a variety of establishment, including the following, at
which service staff or waiters are employed: (Bars, Food Outlets, Room Service, and Banquet
service.

b. Food Halls / Food Courts – have taken over traditional cafeterias. They offer a wide variety
of foods, which guests select for themselves.

a. Coffee Shops – which offer coffee, snacks and often light meals through to supper items
 Food and Beverage Outlets

Hospitality industry offers employment to people of differing personality’s backgrounds

and skills through a wide diversity of outlets serving food and beverage. Hospitality may be
defined as meeting the needs of guests in a variety of establishment, including the following, at
which service staff or waiters are employed: (Bars, Food Outlets, Room Service, and Banquet
service.

c. Food Halls / Food Courts – have taken over traditional cafeterias. They offer a wide variety
of foods, which guests select for themselves.

d. Bistros/ pubs (counter meals) – this style of service applies in a casual or pub
environments. The food, usually main meal, is either collected by the guest from a counter or
served by service staff, but an essential element of this type of meal service is speed.

e. Casual dining restaurants – table service is offered; service staff must be capable of friendly
informality in their dealings with guest while remaining professionally efficient.
 f. Functions (receptions/ banquets/ conventions) – in these cases the number of
guests and style of functions vary enormously so they demand extreme flexibility from
both management and service staff.

g. Fine dining restaurants- usually have suitably comfortable or impressive ambience

for the fine cuisine on offer.

Food and Beverage Services Cycle

Food and Beverage Services come only after preparing what is to be served. Most food and
beverage service businesses operate in the following cycle:
 Food and Beverage Service Objectives
The food and beverage service are looked as a means of achieving satisfaction and making
yourself feel comfortable in today’s world. The main objectives of this service are:

To satisfy the following needs:

o Physiological: The need to taste different varieties of food. o Economical: The need to get
F&B Services at the invested cost. o Social: The need to find friendly atmosphere. o
Psychological: The need to elevate self-esteem.

Responsibilities of Food and Beverage Department

1. Delivering food and beverage service to guests in all the food outlets
2. Maintaining the goodwill of patrons and guest through effective guest relations, proper handling
ofguest complaints, inquiries and requests;
3. Ensuring the consistent implementation of company’s internal control program which include
budgetcontrol, cost control, quality assurance and other related areas;
4. Preparing drink and wine list;
5. Coordinating with the kitchen and other departments on matters pertaining to food preparation
andservice
 2. Organizational Structure of the Food and Beverage Department

The food and beverage service are part of the service-oriented hospitality sector. It can
be a part of a large hotel or tourism business and it can also be run as an independent business.
The members of the F&B Services team are required to perform a wide range of tasks which
include preparation for service, greeting the guests, taking their orders, settling the bills, and
performing various other tasks after the guests leave.

For Large Establishment:

For Small Establishment:

 3. Duties and Responsibilities of Personnel in F & B Department

Waiters are employed in a huge variety of establishments in the hospitality industry

but, no matter what type of restaurant or other venue they work in, the waiter’s basic role does
not differ

The Role of the Waiter

The term “waiter” includes food and beverage service personnel of either sex. Its role
is to ensure that guests enjoy a satisfactory total dining experience; the job involves much more
than simply serving food and beverages. To fulfill this role adequately a waiter needs a range of
qualities and attributes, including a pleasant personality, honesty, efficiency and punctuality.
And also, a waiter must always be fastidious about self –presentation and personal hygiene.

1. Food and Beverage Service Manager – plans, organizes, directs and controls the delivery
of service in all outlets, guestrooms and banquets and sees to it that policies and standards are
complied with.
a. Planning and problem solving
b. Organizing the work
c. Directing, monitoring and coordinating
d. Controlling
e. Guest relations

2. Headwaiter / Outlet Supervisor – oversees food and beverage operations in his assigned
outlet; ensures that service is carried out in accordance with prescribed standards and policies.
3. Captain waiter – oversees the se-up and delivery of service in his / her assigned station.

4. Receptionist – welcomes and greets customers at the entrance and escorts them to their
tables.

5. Waiter – takes and serves food and beverage order according to prescribed standards of service
Specific duties:
a. Looks after the necessary preparations before the start of operation
i. Wipes/ prepares the necessary containers, hollowware, napkins, tray, cutleries
other supplies
ii. Refill’s salt and pepper shakers and other condiments
iii. Checks and re-stocks service station and sees to it that the par stock is
maintainediv. Sets-up the table and installs required facilities
b. Studies the menu and familiarizes himself with the outlets specialties as well as out of
stock items and undertakes suggestive selling
c. Takes and serves food and beverage orders;
d. Assists busboy in placing and in picking up orders from the kitchen
e. Assist in welcoming and seating the guests
f. Attends to guests’ inquiries, request and complaints

g. Assists in clearing soiled dishes, dirt and trash

h. Performs side duties and other assignments given by his superior

6. Busboy – dining room helper and runner

Specific duties

a. Assists waiters in mis-en place preparation and table set-up

b. Serves bread and butter, coffee or tea
c. Places orders to the kitchen and picks up prepared orders
d. Clears table of soiled dishes, dirt and mess
e. Changes soiled ashtray
f. Fills and refills water goblet with water
g. Does other errands in the dining room
h. Performs other related duties as maybe assigned by superior

7. Bartender – prepares/ mixes alcoholic and non- alcoholic beverages according to prescribed
standards

8. Barboy – Acts as runner and helper in the bar

Food and Beverage Staff Attitudes and Competencies

Each member of the food and Beverage Department hierarchy needs to have the following traits
and skills;
 a. Knowledge – awareness of one’s responsibilities and roles, appropriate knowledge of food
items, food and beverage pairing, etiquettes and service styles is a great way to build
confidence while serving guests.
b. Appearance – it creates the first impression to guests. The F and B staff must maintain
personal hygiene, cleanliness and professional appearance while being on duty.

c. Attentiveness – is paying sincere attention to details, memorizing guest needs and

fulfilling them timely with as much perfection as one can put in.

d. Body Language – the f and b services staff need to conduct themselves with very
positive, energetic and friendly gestures.

e. Effective Communication – it is very vital when it comes to talking with co – workers

and guests. Clear and correct manner of communication using right language and tone can
make the service workflow smooth. It can bring truly enhanced experience to the guests.

f. Punctuality – the f an b service staff needs to know the value of time while serving the
guests. Sincere time – keeping and sense of urgency helps to keep the service workflow
smooth.

g. Honesty and Integrity – these two core values in any well brought up persons are
important for serving the guests in Hospitality sector.

I. UNIT TITLE/CHAPTER TITLE

Food and Beverage Utensils and Equipment’s

II. LESSON TITLE

1. Chinaware’s, Holloware’s, Glassware’s and Silverwares

III. LESSON OVERVIEW

This lesson provides the students an overview on the maintenance procedures for Food and
Beverage Service Utensils and Equipment’s. It will give also an overview on the utensils and
equipment needed for the operation of the Food and Beverage Department.

DESIRED LEARNING OUTCOMES

At the end of the lesson, the students should be able to:

1. categorize and classify the utensils and equipment used in the Food and Beverage
Department.
V. LESSON CONTENT

1. Chinaware’s, Holloware’s, Glassware’s and Silverwares

GLASSWARE

A. Importance of glassware in the food and beverage operations are:

1. It is part of the overall concept of the restaurant

2. Its style, sparkle and quality express the personality of the restaurant.
3. It has the part in measuring drinks you served.
4. A message carrier: that means you know what you are doing.
5. A merchandising tool.

B. Glass term and types

Features of glassware

1. Bowl
2. Base / foot
3. Stem
Major types of Glassware

Tumbler Footed ware High ball glass

Juice glass Old fashioned glass Pilsner glass

Pint glass Rock / Scotch Glass Shooter glass

Shot glass Vodka chimney Vodka shooters

Wheat beer glass Wine decanter Yard glass

Zombie glass
Stemware: California
Cocktail Champagne
Saucer Champagne Tulip

Chardonnay Cocktail glass Flute champagne

wine glass

Ice wine glass Margarita glass Merlot wine glass

Pinot noir Poco Grande Red wine glass

wine glass glass

Riesling glass Sauvignon glass Sherry Copita

Sherry wine Sherry / port Shiraz wine glass

glass wine glass
Footed ware:

Absinthe glass Banquet goblet Brandy inhaler

Brandy snifter Cordial glass Dutch brandy glass

Footed high ball Footed pilsner Footed rock glass

glass

Frappe glass Irish coffee Parfait glass

glass / mug

Rousse café glass Squall / hurricane Wise goblet

glass

Dessert Coupes