Professional Documents
Culture Documents
Workflow structures within a food and beverage service location
Learning Objectives:
After reading the INFORMATION SHEET, YOU MUST be able to identify the flow of
authority and chain of command within the food and beverage department and monitor
kitchen service points to ensure prompt pick up of food items.
Introduction:
The success of a food and beverage service operation depends on the way it is
organized to achieve its goals.
Organization of the Food and Beverage Department
Food and beverage service among hotels, restaurants and food outlets are handled
by the Food and Beverage Department, under the command responsibility of the Food
and Beverage Manager. When there are voluminous and complex operations, there may
be a need for further division of labor that require a creation of sub-units which will be
supervised by supervisors or section heads. Among the sub-units are:
1. Bars - headed by the Bar supervisor or bar captain
2. Food Outlets - supervised by outlet supervisors
3. Room Service - under the responsibility of the room service
supervisor or captain
4. Banquet service - (both for in house function and catering) –
under the Supervision of the Banquet supervisor.
An organization then establishes a structure. An organization structure is a
framework that establishes the relationship between job positions as well as establishes
the channel of communication. Such structures are explained graphically in an
organizational chart.
The flow of authority and chain of command is usually illustrated as follows:
ORGANIZATIONAL CHART –Food and Beverage Department
For smaller, less complex establishment, a division of labor is simpler
The organizational set-up of the Food and Beverage Department varies
depending on the size of the food outlets, the seating capacity as well as the
complexity of the operation.
An organization then establishes a structure. An organization structure is a
framework that establishes the relationship between job positions as well as
establishes the channel of communication. Such structures are explained
graphically in an organizational chart.
INFORMATION SHEET 1.1-2
Manpower Requirements
Learning Objective:
After reading the INFORMATION SHEET, YOU MUST be able to
determine the manpower requirement for different styles of service, and
advice colleagues promptly about items ready for service.
Introduction
Human resource is the key to any hotel/restaurant operations as they
are concerned with the very important resource – people.
Manning Requirements
The manning requirement for food and beverage service depends on
the volume or food orders and the seating capacity of the food outlet.
Each food outlet is usually manned by one captain, assisted by waiters and
busboys.
For the bar, the manning include a bar captain, bar attendants, bartender
and bar boys.
Each banquet function is usually supervised by a banquet captain,
assisted by waiters and food attendants. When a presidential table is set-up,
one or two waiters are assigned to serve the guests thereat. Likewise a
waiter or busboy is assigned as runner for the pick up and refill of foods at
the buffet table.
Room service in big hotels is under a separate section, headed by a
room service supervisor or captain. In smaller hotels or resorts, the room
service is under the administrative responsibility and supervision of the
outlet head waiter or supervisor.
The number of waiters or dining personnel is usually calculated based
on the productivity ratio. Said ratio depends on the productivity standard of
each food outlet. The standard varies for each type of service and the
capacity of the dining personnel. A time and motion analysis is usually
undertaken o arrive at a realistic productivity standard.
The typical productivity ratio used by large and medium-sized food
establishments is:
1 waiter/attendant for every 15 customers (for American service)
1 waiter for every table or 10-12 customers (for Russian service)
1 waiter for every 5 customers (for French service with table side
preparation)
1 waiter for every 20-25 customers (for Buffet service)
1 waiter for every 20-25 customers or 4-5 tables (for family or Lauriat
service)
INFORMATION SHEET 1.1-3
Communication and Interpersonal Skills
Learning objective:
After reading the INFORMATION SHEET, YOU MUST be able to
identify the verbal and non-verbal communication needed in the workplace.
Introduction:
People are what make an organization successful. Without
well-trained people, no organization will achieve its potential and
professionalism.
Non-Verbal Communication/Physical Projection
Wearing of appropriate and neat business attire
Wearing a smile at all times
Maintaining poise and posture
Showing respect for the time and space of guests
Giving full attention to the needs of guests
Apologizing when you make mistakes
Verbal Communication/Behavior
Proper use of words during interaction with guests
Proper modulation of voice
Effective Telephone Etiquette
Smiling before picking up the handset and while talking. This creates a
positive frame of mind that will be reflected in your voice.
Greeting and being courteous even if you perceive you are talking to a
person younger than you are.
Establishing a good raport to the caller.
Ensuring that callers on hold are not left waiting. Reminding the receiver
that the caller is on hold.
Thanking the caller.
Effective Strategies to Push Sales
One cannot make appropriate suggestions unless he is not familiar
with the menu. The establishment must have a procedure in orienting the
dining staff on the latest food offerings.
Familiarity with standard menu (basic ingredients, time of preparation).
Knowing the special qualities of the dish (fusions, healthy options, etc.)
Knowing other items which will complement the dish. Example: coffee with
the specialty pastries.
Knowing standard accompaniments, such as sidings and toppings for
pasta, soup and salad
Knowing the standard portioning (good for 1 or 2 persons)
In addition to having interpersonal skills, the Food and Beverage
servers must also be knowledgeable about all menu information listed in
their full service business guide to help the server with proper
communication and suggestive selling approach. This also reduces
possibility of wrong orders or serving items that was not what the guest
ordered.
The following information must not only be learned by the
back-of-the-house (kitchen) staff but also be learned by the
front-of-the-house (dining) and everyone in the business establishment
(from supervisor, host, servers, cashier, to utility service staff.
INFORMATION SHEET 1.1-4a
Roles and Responsibilities of the Food Service Team
Learning Objective:
After reading the INFORMATION SHEET, YOU MUST be able to
identify the roles and responsibilities of the Food and Beverage service team.
Introduction
The human resources in the food service are the frontline performers
of operations and rely heavily on technical and customer service skills. They
are given official designations or titles to a job position with specific roles
and responsibilities to perform.
Job Description of the Service Personnel
I. FOOD AND BEVERAGE SERVICE MANAGER
Basic Function :
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.
Duties and Responsibilities:
A. Planning and problem solving:
1. Prepares sales forecast based on sales history and market trends;
2. Identifies operating requirements and prepares operations budget in close
consultation with the outlet supervisors;
3. Designs and implements promotional programs and strategies to meet
performance targets;
4. Keeps records of daily sales, analyzes variances takes appropriate
measures to meet the forecast;
5. Supervises the documentation of consumption of supplies and materials,
notes down and analyzes variances against budget, takes corrective action
on excessive consumption;
6. Keeps record of critical incidents in all dining outlets, analyzes problems
and takes remedial action;
7. Calls for and presides over operational meetings with outlet supervisors to
discuss and resolve operational problems.
B. Organizing the work
1. Establishes/reviews existing policies and procedures on service and
operations, recommends changes or new policies as maybe deemed
necessary to improve the operations;
2. Prepares work schedule of key personnel, delegates side duties and
special assignments.
C. Directing, Monitoring and Coordinating
1. Monitors and checks the performance of all outlets against targets, takes
note of variances;
2. Monitors the service in all dining outlets, makes spot checks and calls the
attention of the headwaiter and captain waiters for noted deviations from
standards;
3. Monitors the use and safekeeping of all supplies and equipment, takes
note of losses, breakages and damages to equipment and takes appropriate
action;
4. Checks the availability of operational requirements and par stock,
initiates requisition as needed;
5. Checks banquet bookings and the delivery of service;
6. Checks set-up of dining and function rooms, ensures that client
requirements are available and in good condition;
7. Attends to staff concerns and problems, builds morale and teamwork in
his/her department;
8. Provides coaching and guidance to the headwaiter and captain waiters in
the exercise of their functions;
9. Conducts job orientation to new employees;
10. Closely coordinates with the Chef regarding new menus, slow moving
items, out of stock items, problems and complaints on food as well as client
requirements for banquet functions.
11. Coordinates with other departments concerning the needs of his
department;
12. Prepares and submits to superior the following monthly reports”
a. sales report
b. consumption report
c. inventory/losses report
d. critical incident report – noted problems, complaints, etc
e. other reports and documents required by management
D. Controlling
1. Conducts preliminary investigation on reported misconduct of staff as
well as discrepancies in transactions and submits report to superior;
2. Conducts corrective interview and takes disciplinary action against erring
employees;
3. Executes performance appraisal of supervisors and conducts appraisal
interview;
4. Prepares and submits misconduct report on reported infractions of staff;
5. Ensures that all control policies and procedures are strictly observed in
his/her department.
E. Guest Relations
1. Takes effort to build customer goodwill; checks their satisfaction,
welcomes and entertains them; solicits feedback regarding the food and
service;
2. Attends to customers inquiries, complaints, concerns and requests.
II. HEADWAITER or OUTLET SUPERVISOR
Basic Function:
Oversees food and beverage operations in his assigned outlet, ensures
that service is carried out in accordance with prescribed standards and
policies.
Specific Duties:
1. Monitors the necessary preparations before the start of operations and
sees to it that all needed supplies are available and in good condition;
2. Maintains par stock requirements. Makes requisition for needed
replacements;
3. Coordinates with the kitchen regarding out of stock items and new
promotions and disseminates said information to all dining staff;
4. Conducts regular briefing and inspection among his staff before the start
of operations;
5. Monitors the performance of his staff and sees to it that they follow
standard procedures and abide by existing house rules;
6. Receives, greets and entertains customers, attends to their needs,
inquiries and complaints;
7. Prepares staff schedules, side duties and assignments;
8. Conducts weekly meetings with his/her staff to discuss/resolve
operational problems;
9. Looks after set up, appearance and cleanliness of the outlets;
10. Coordinates with other departments regarding the needs and problems
of the dining outlets;
11. Supervises the safekeeping and inventory of equipment and supplies;
12. Assists in taking orders and service whenever needed;
13. Attends to the settlement of bills during banquet functions;
14. Performs other related duties as maybe assigned by his superior.
III. CAPTAIN WAITER
Basic Function:
Oversees the set-up and delivery of service in his/her assigned station.
Specific Duties:
1. Conducts daily briefing and inspection among his staff;
2. Supervises mis-en-place preparation; checks availability of par stock;
3. Oversees the set up of the outlet and/or function rooms ensuring that
client requirements are properly installed and provided for;
4. Monitors the delivery of service4 as well as the clearing of outlets and
functions rooms;
5. Close coordinates with his/her superior regarding the requirements and
operational problems in his assigned station;
6. Assists in order taking and service during peak hours;
7. Monitors the consumption and utilization of supplies and takes measures
to control losses and wasteful consumption;
8. Supervises daily inventory and submits inventory report to superior;
9. Prepares other reports and documents as required by management;
10. Attends to the settlement of bill for banquet functions (if assigned to
banquet);
11. Attends to guests’ satisfaction, solicits feedback from them regarding the
service and food, attends to their needs and concerns;
12. Ensures guests’ satisfaction, solicits feedback from them regarding the
service and food, attends to their needs and concerns;
13. Conducts corrective interviews among erring personnel, prepares
misconduct report as needed;
14. Trains and coaches staff on service procedures;
15. Conducts performance evaluation of subordinates and trainees;
16. Performs other duties as maybe assigned by superior.
IV. RECEPTIONIST
Basic Function:
Welcomes and greets customers at the entrance and escorts them to their
tables.
Specific Duties:
1. Receives guests, welcomes and greets them and escorts them to their
assigned or chosen tables;
2. Attends to reservations and inquires over the phone;
3. Informs service staff about the reservations and parties scheduled for the
day;
4. Maintains and fills logbook/reservation book with the necessary
information and keeps all reservation signs in place;
5. Oversees the neatness of the outlet; informs housekeeping if there is a
need for cleaning;
6. Assists in the preparation of mis-en-place as well as in taking orders;
7. Assists in the settlement of guest check;
8. Pushes the sale of menu items;
9. Monitors movement in the outlet and reports to captain any unusual
incident or suspicious person noted;
10. Attends o guest inquiries, requests and complaints;
11. Performs other related duties as maybe assigned by superior.
V. WAITER
Basic Function:
Takes and serves food and beverage order according to prescribed standards
of service.
Specific Duties:
1. Looks after the necessary preparations before the start of operation:
wipes/prepares the necessary containers, mis-en-place, napkins, tray,
cutleries and other supplies;
refills salt and pepper shakers and other condiments
checks and re-stocks service station and sees to it that the par stock is
maintained
sets-up the table and installs required facilities
2. Studies the menu and familiarizes himself with the outlet’s specialties as
well as out-of-stock items and undertakes suggestive selling;
3. Takes and serves food and beverage orders;
4. Places orders to the kitchen and picks up orders (in the absence of a
busboy);
5. Assists in welcoming and in seating the guests;
6. Presents guest check, receives payment and remits the same to the
cashier;
7. Attends to guest inquiries, requests and complaints;
8. Clears table of soiled dishes, dirt and trash (in the absence of a busboy);
9. Performs side duties and other assignments given by his superior.
VI. BUSBOY
Basic Function: Dining room helper and runner.
Specific Duties:
1. Assists waiters in mis-en-place preparation and table set-up;
2. Serves bread and butter, coffee or tea;
3. Places orders to the kitchen and picks up prepared orders;
4. Clears table of soiled dishes, dirt and mess;
5. Changes soiled ashtray;
6. Fills and refills water goblet with water;
7. Does other errands in the dining room;
8. Performs other related duties as maybe assigned by superior
INFORMATION SHEET 1.1-4b
Professional Competencies of Restaurant Service Personnel
A. Flexible
Restaurants Service Personnel should be flexible; they must be
able to work after their scheduled time and do work beyond their
designated tasks whenever necessary to avoid delay, discomfort and
displeasure.
B. Efficient
It is always important to work both with quality and quantity,
utilizing time to accomplish tasks with less, or no negative issues of
great concern. Efficiency is knowing what to do, when to do and how
to do.
C. Committed and Loyal
The staff’s obligations and loyalty are expected to be to the
establishment in which they are employed and its management.
Commitment is the willingness to do things that may have little or
great effect on the management. Loyalty is the affirmation of trust and
the deliberation and execution of policies and regulations that asset
the limits and boundaries of the operation, mostly to the benefit of the
managements, so that the establishment will be able to survive.
D. Responsive
To be responsive means having the sense of urgency, the
assurance to be able to deliver to the maximum amount of business
over service period with as high as net profit as possible, the ability to
respond to the needs and wants of the customer regardless of the
ability to discharge. They should see to it that the guests have all they
require and are completely satisfied. It is the “care” for the guests in
fulfilling their needs and wants.
E. Enthusiastic
The staff’s conduct is very important in delivering service.
Unless they are interested and excited to do things over and over for a
number of guests, then it will be a difficult task for them. Enthusiasm
is the passion to deliver with excellence, the manifestation of extreme
and often uncritical devotion to satisfy guests.
F. Resourceful
From time to time there is unavailability of certain raw
materials and inadequacy of products and skills. The staff should be
ready for even greater alternatives for the guests to choose from.
Sometimes what we are written in the books cannot save one from
dilemma, they should know how to source things out.
G. Dependable and Honest
Dependability and honesty are two virtues that do not need
further explanation. But at the same rate, dependable means that the
company can depend on the staff to fulfill the responsibilities for
which they are hired. They are expected to work on time, serve the
customers properly and complete all the tasks assigned to them.
Honesty is a virtue that motivates a person to deliver accordingly and
exactly. In restaurant service, there should be honesty in charging,
giving change correctly and accepting “TIPS” (as per establishment
regulations).
H. Articulate and Smart
These combine skills in the proper handling of customers by
becoming good sales persons, displaying strong interpersonal
communication skills and the personal charisma to be appealing to
the clientele. Ability to express and explain things about restaurant
service operations, (whenever ask), and to communicate with ease and
comfort with the guests but never misleading them in certain
issues/concerns. They should possess a broad vocabulary, to be
understood by the guests and make the guests look forward for the
service that a staff can give and be able to build interpersonal
relationships; for everyone is a prospective guest.
I. Service-oriented
More than on the pay slip and the tip, the service staff should
be, by nature, service-oriented persons, always targeting to give
exceptional service to every guest’s satisfaction. On top of everything,
it’s still the guests’ smiling faces and warm thank yous’ that end the
daily task.
J. Knowledgeable
Restaurant service personnel must be familiar with all types of
service and how to apply them for a smooth and efficient flow of
operation. The staff should have the sufficient product knowledge of
all items in the menu and beverage list in order to apply salesmanship
and maximize sales volume.
Restaurant service personnel are also expected to calculate
figures and amounts such as discounts, commissions and percentage.
K. Responsible
Once the guest enters the restaurant, the service staff should
know where to lead the guest and where to accommodate them.
INFORMATION SHEET 1.1-5
TABLE APPOINTMENTS USED IN FOOD AND BEVERAGE SERVICE
Learning Objective:
After reading the INFORMATION SHEET, YOU MUST be able to identify
different items used for food service.
Introduction:
Quality service requires the use of appropriate serving equipment and
utensils. Dining personnel must be familiar with the various equipment and
supplies for dining as well as their appropriate usage to prevent breakages
and damages.
TABLE APPOINTMENTS – is a term recognized as embracing all items of
flatware, chinaware, silverwares, cutlery, glassware and hollowware and
even linen.
A. FLATWARE /SILVERWARES– It denote all forms of spoons and forks.
Dinner spoon, knife & fork fish knife & fish fork salad fork &
knife
Dessert spoons cocktail fork escargot fork soup spoon
Demitasse spoon serving spoon serving fork
Butter spreader
steak knife tea spoon
B. CHINAWARES
Show plate dinner plates 10 to 11 inches
Dessert plates 7 to 7.5 inches
Soup bowls at least 9 inches
Bullion cups and saucers 8-12 oz coffee cups &
saucers 8 oz
tea cups & saucers demitasse cups& saucers monkey dish( for
sauces/gravies
Oval plates platters bread & butter or side plate 6
inches
C. CUTLERY - Refers to knives and other cutting implements.
a. Table knives
b. Salad knives
c. Steak knives
d. Bread knives
D. GLASS WARES
White Wine
Highball Glass
Glass
Rock/Old
Café Pousse Fashioned
Glass
All Purpose
Beer Mug
Glass
Margarita
Sherry Glass
Glass
Coupette Glass Coffee Mug
Types of glasses
a. Footed glass – water goblet, red wine glass, martini glass
b. Hi ball glass – Collins, zombie, old fashioned glass
c. Tumbler – glass with oval base, used to entertain the guest
d. Mug – Beer mugs
E. HOLLOWWARE – Consists of any item made from silver
coffee pot tea pot tea pot
Soup taureens w/ ladle milk jugs
Oval flats creamer and sugar
container
F.SERVICEWARES
Chafing dish cake server
punch bowl w/ ladle
Serving Spoon and Fork soup ladle
punch ladle
Round tray rectangular tray round platters
oblong platter
G. LINENWARE
a. Table Napkin – An individual piece of linen which is used to
protect the clothing or wipe the mouth during a meal.
1. 20 .x 20 in
2. 18 x 18 in.
3. 8 x 8 in.
b. Table Cloth (toppings for tables)
1. 54 x 54 in
2. 90 x 90 in
3. 64 x 64 in
4. 72 x 72 in
5. 120 inches diameter for round tables ( 72 in
dia.)
6. 110 inches diameter ( 60 in. dia.)
7. 96 inches diameter (54 in. dia.)
8. 54 inches diameter ( 36 in. dia.)
9. 72 x 108 for 36 x 72 inches table
10. 36 x 108 for 18 x 72 inches table
11. 96 x 108 inches for 54 x 72 crescent table
12. 72 inches diameter for 36 inches diameter
half moon table
c. Skirt Cloth (for buffet table)
d. Top Cloth (for buffet table)
e. Table runner for center design
TABLE EQUIPMENT
a. Round tables (stackable)
72 in. – 12 pax
60 in. - 10 pax
54 in - 8 pax
36 in - for cocktails
b. Rectangular tables
18 x 72 in.
36 x 72 in.
c. Crescent tables
54 x 72 in.
d..Half-moon tables - 36 inch diameter
e. Quarter tables- 18 inches radius
f. Square table
Buffet table wedding reception
Cold kitchen area
FOOD AND BEVERAGE SERVICE EQUIPMENTS
Gueridon mobile bussing cart mobile
crockery cart
Dishwashing machine dish rack
Glass rack
Coffee maker
electric thermo bus pan electric blender
BAR EQUIPMENT/TOOLS
Mobile Bar Wine Rack
Bar
Fruit Juicer
Refrigerator
Bottle
Stirrer
Sealer
Water
Coffee Maker
Pitcher
Coffee
Bar Caddy
Percolator
Punch Bowl Bottle
with Ladle Opener
Wine
Picks
Decanter
Cocktail
Straw
Shaker
Chopping
Scooper
Board
Measuring Measuring
Cup Glass
Beverage
Coaster
Dispenser