Chapter 4

Select Hotel Food and Beverage Staff

Introduction
• Full service hotel rely on their F&B staff to help transform the hotel into a home away from home for guests.
• Banquets and catered functions play an important part in hotels because of the revenue they provide.
• Most hotels hire additional staff includes Banquet servers, in-room dining (room service) and concierge
Banquet Servers
• These servers provide food and Beverage service to banquet guests.
• These are the staff members who do everything possible, to exceed guest expectations and experience.
• Banquet servers are responsible for:
 Preparing for service
 Inspecting tables for cleanliness and proper setup
 Greeting guests
 Serving food and beverages
 Completing service
 Resetting function rooms and service areas
 Keeping a count of the guest
 Helping take inventory
• Check Exhibit for more task

Working as a Team
• To be excellent team players, banquet servers can:
 Follow dish room procedures when dropping off dirty tableware
 Report needed equipment repairs to maintenance
 Take soiled linens to the laundry department to help laundry manages its production
 Interact with “internal Customers” ( kitchen staff, maintenance staff, laundry)
Superior Performance Standards
• The quality of the food, beverage and service at lodging property should enhance each guest’s overall banquet
experience.
• Superior performance standards help banquet server achieve that goal. Banquet server must:
 Demonstrate professional behavior
 Greet guests warmly
 Refresh function rooms as needed
 Anticipate and quickly respond to guests’ needs
 Make sure food is served at the correct temperature, attractively presented and pleasing to sense

Banquet Server Duties

Banquet Event Orders
• Banquet servers rely heavily on banquet event orders (BEO). BEO (called “function sheets” at some properties) tell
servers what the banquet is and what needs to be done.
• BEO states the type of banquet service that will be provided.
• At a buffet banquet, guests serve themselves some or all of meal.
• BEO also list:
 Name of the organization that scheduled the function which includes: address, contact details, email, contact person.
 Hotel salesperson who booked the function
 Type of function
 Room in which the function will take place
 Number of guest
 Room setup specification
 Table setup
 Time the food should be plated
 Any special requests
Promote Restaurants
• Banquet servers have many opportunities to promote other restaurants and service of the hotel, which include:
 Hours of service
 Type of food and beverage served and price range
 Signature menu items
 Reservations policy
 Dress code

Linens and napkin Folding

• Fresh, clean linen and folded napkins are a necessary and important part of professional food presentation.
• Banquet servers should always check linens for rip, stains and wear and replace linens that do not meet the
property’s standard.
• Napkins should get the same sanitary care as food, as it is used by guest.
• Folding napkins will vary with the type of function, season and time of day.
• The combination of silverware wrapped in a linen napkin is often referred to as a linen roll up.
Standard Place-setting Arrangements
• Place-setting arrangements will change with the change with type of functions and type of service provided.
• All tables for a function should be set and ready no later 15 minutes before the banquet’s scheduled start time.
• Supervisor or banquet captain may check all of the tables.
• BEO will direct how tablecloths should be placed and how many place settings are needed for each room
• Banquet servers must collect the tableware and other service ware and make sure that silverware, china and
glasses are clean and have spot , cracks, or chip.
Prepare Condiment Containers
• Before a banquet begins, banquet server should prepare and clean such items as salt shakers, pepper, sugar bowls
or caddies
Prepare Bread
• Banquet servers are often called upon to put bread onto try or into basket to serve each table.
• Pre-prepared breads may be delivered by storeroom personnel or picked up at the store
Prepare beverages
• Banquet servers may prepare several types of beverages for any given banquet.
• The most common beverages that requires advance preparation are:
 Coffee
 Hot Tea
 Iced Tea
 Hot Chocolate

Serve Beverage/ Bread and Butter

• Host selects the beverage that will be served. It is listed on BEO
• Banquet servers also should use standard drink abbreviations so that anyone can deliver the beverage orders.
• Banquet servers can show guests that they are service professionals by following steps:
 Use right glass
 Pour into sparkling clean glasses without any crack chip or spot.
 Use their right hand to pour
 Always use an ice scoop or tongs
• Serving bread and butter varies from function to function
• These are prepared or pulled from the refrigerator and placed on a tray
 Serve Each Course
• Banquet manager or captain will signal when to serve each course:
 Appetizers
 Soups
 Salads
 Entrees
 Desserts
 Cordials (liquor)
 Coffee
• Generally speaking, plates are delivered to guests in this order:
 Children
 Women
 Men
 Host

Clear Tables
• Banquet servers clear tables by carrying a service trays .
• They remove dishes, glasses, silverware and napkins from the table.
• They may also scrape food and debris from all dished onto one dish.
• They wipe trays and return to dining room to remove condiments and centerpiece for cleaning
Settle individual Guest Checks
• Banquet captain and F&B manager will typically handle the banquet bill.
• Many properties use guest check folders, as they keep checks clean and provide a place for guests to put their
money or cards.
• Guest who are staying at property, approved with credit. They settle in house accounts
• Often hotel may have approval to charge their meals to their company or to a group account. This is called city
account
Perform End-of-Shift Duties
• Some general task include:
 Empty and wipe out ice buckets
 Empty water pitchers and take them to the dish room
 Empty and clean the coffee station
 Clean and restock banquet sidestations

Function Rooms
• Function rooms are where banquets, meetings and reception take place
• Each function room may vary in size, style and the number of people it will hold.
Buffets
• During a buffet, guests serve themselves to the food that banquet servers put on the buffet tables.
• Server must keep buffet table full.
• Hot food can be held hot with chafing dishes.
• Banquet servers also should wipe up any spills on the food containers.
Receptions
• Receptions can be a function for anything from a small business gathering to a large wedding.
• The buffet tables are often decorated with food or flower displays
• Servers usually asked to bring equipment for the hot and cold food
• Servers can arrange stacks of beverage napkins on the service table and then place cocktail forks or picks, knives
and small plates on the table.
Continental Breakfast Service
• Many lodging properties of all sizes offer continental breakfast to their guests.
• Service item may include:
 Small plates
 Linen or paper napkins
 Forks , spoons and knives
 Glasses
 Mugs or cups and saucers

Meeting Rooms
• Banquet event order will indicate when guests plan to take breaks in their meeting and what should be served.
• Banquet may serve in meeting room:
 Pick up any trash in the room
 Replace dirty tablecloths
 Refill food and beverages
 replace dull place
 Make sure the tables are fresh

In Room Dining Attendants

• In room dining attendants take guests’ food and beverage orders, place orders with the kitchen, deliver orders to
guestrooms and serve guests in their rooms.
• Responsibilities of in-room dining attendant:
 Help businesspeople stay on schedule by delivering food and beverage that allow them to keep working
 Make a private dinner for two possible
 Selling food and beverage
 Delivering food and beverages
 Removing tableware
  Conduct supply inventories and restock items as necessary to ensure that other in-room dining attendants will not run out of
supplies
 Bus soiled tableware often, so stewards will not fall behind

Superior Performance Standards

• Successful in-room dining attendants strive to meet the following superior performance standard.
 Answer the telephone promptly
 Be familiar with menu item
 Suggest daily special and signature menu items
 Use portable heaters for all hot food
 Knock then ask permission to enter the guestroom
 Use only full, capped and clean condiments containers
 Remove service trays and dishes promptly

In-room Dining Attendant duties

Guestroom Safety
• Attendants use carts and trays to deliver food and beverage to guestrooms.
• Attendants can never be sure what the condition of a room will be.
• The following tips can help keep attendants, guests and equipment safe. Following are:
 Watch where to push cart
 Look at the floor before entering
 Pickup obstructive item from the floor before taking cart in
 Refrain from confronting guest if attendant see weapon, drugs etc. or inform supervisor immediately
 Sometime guest does not want to enter the room. So they must let the guest pick their item
Elevator Courtesy
• Attendants may use elevator for food or services
• They must the elevator courtesy.
• Attendants can help guests be more comfortable by being knowing what to do
• Attendants and other staff must be the last one to get off
Presetting trays and carts
• There are charts for setting up trays and carts
• Having standard setups for tray and carts helps attendants save time loading and unloading guest order.
• In-room dining carts may be equipped with hot box, which can be electrical or canned or gel fuel
Express breakfast
• These are typically doorknob menus are provided in the guestroom
• Guest marks which item they want for breakfast and time they would like to get
• Menus are typically collected by 3 AM so that F&B operation can prepare and deliver the order
• Attendant arrange menu according to time wise.
In room dining Order
• Taking the order:
 person should attend phone promptly with all etiquette, collect all relevant details.
 Attendant may use suggestive selling by suggesting soups, appetizers, salad
 Describing daily menu
 Attendant must read order back for confirmation.
• Placing the order:
 Most of the time attendant carry order to the kitchen or some properties have POS system which transfer
the order automatically
 The timing of in-room dining drink orders is important.
 Food must stay at the correct temperature and beverage accordingly
• Pantry Prep:
 Attendant must prep service trays or dining cart
 Checking all the utensils
 Pantry prep process is to gather uncooked or precooked items – e.g salads, crackers, bread and butter, condiments
 maintaining hot and cold food and beverage accordingly
• Picking up the order:
 They pick up the food as soon as it is ready
 All protocol should followed for hot and cold food for delivery
• Delivering the order:
 Double-checking orders before leaving the kitchen
 Carts must be ,oved carefully while delivering
 After arriving – attendant must announce 3 times as “in-room dining”
• Serving the order:
 Attendant can enter in the room and setup the order.
 Place the order on the table or credenza
 Place the glassware, silver, china and linen napkins
 In some properties – attendants present the check to the guest before serving.
 After meal is set up attendant must ask to guest whether they like anything else
• Guest Checks:
 Attendant must present check folder with pen
 Folder must be clean and comment card must be place
 Personal check are not accepted in in-room dining
 Most properties include mandatory tip on in room dining.
• Retrieving Trays and Carts:
 Attendants may pick up trays and carts when guest calls them.
 They can also collect the trays and carts, if they see on corridors
• VIP Amenities:
 Hotel may give amenities to frequent guests.
 Fruit and cheese trays are common in VIP amenities
 Attendant must place the amenities on table or credenza

Concierges
• Concierges are the front desk staff member who are responsible for answering guest questions and meeting special guest needs.
• But at some properties, they were asked to help F&B operations. This may include:
• Breakfast buffet and cocktail reception
• Especially VIP lounges or concierge floors

Concierges Duties
• Concierge level kitchen:
 Some hotel may have concierge level kitchen or club for VIPs for superior services
 These facilities may have distinctive china, silverware, and glasses
 Concierge make sure all utensils and service equipment is placed in buffet
 They may also have kitchen and often have their own equipment
• Breakfast buffet:
 Concierge level may also have breakfast buffet and concierge are in charge of it
 They often place china, silver and glassware
 They often brew coffee and set newspaper
 Concierge will include flowers and other decorative parts of the buffet
• Cocktail Reception:
 Complimentary cocktail reception are growing in popular not only on club level also in hotel
 They often set up the reception and maintain it
 Concierge may use flowers, props and other items for reception to look attractive.
 These staff member monitor alcohol consumption
• VIP Amenities:
 Hotel may give amenities to frequent guests.
 Fruit and cheese trays are common in VIP amenities
 Attendant must place the amenities on table or credenza
Thank You!!