CHAPTER-3 I.

FOOD SERVICE AREAS (F & B OUTLETS)

Food and beverage outlets are the areas in a hotel where food and beverages are sold to both
in-house and outside guests. The following types of food and beverage outlets can be seen
which may or may not be attached to a hotel:-

A. Specialty Restaurant:- These restaurants deal with a particular type of cuisine like
Chinese, Italian or French etc. Each and every aspect of the restaurant is typical and related to
the area, region or community whose food is being served. The food, service, uniform, décor
etc. are ethnic and authentic of the area whose cuisine the restaurant specializes upon. When
one enters such kind of restaurant one can feel the culture and tradition of that area. These
restaurants may be attached to a hotel or may independently exist. They have specific hours
of operation and are normally more expensive than ordinary restaurants.

B. Multi-cuisine Restaurant:- These restaurants deal with more than one cuisine like Indian,
Chinese and Continental etc. They are not as exclusive as the specialty restaurants. There is
no emphasis on adherence to the culture and tradition of a particular area, region or
community. They may be attached to a hotel or may independently exist. They generally have
specific time of operation when attached to a hotel. They may be operating on a straight shift
from morning till night when independently existing. They are not as highly priced as a
specialty restaurant.

C. Bar:- These food and beverage outlets deal with the alcoholic beverages only. They may
be attached to a hotel or independently existing. They have certain specific hours of operation
and the law strictly governs the operation. Their hours of operation, inventory, location and
client to whom they should serve etc. are governed and regulated by the lawenforcing agency.

D. Room Service:- This food and beverage outlet is attached to a hotel and caters to the F&B
requirements of the guests who are staying in the hotel only. These F&B outlets cannot
independently exist. The service in room service is always in trays and trolleys. In a five star
hotel the room service operates round the clock. The prices in the room service are generally
more than the coffee shop.

E. Banquets:- This is generally attached to a hotel or restaurant. This outlet generally caters
to a huge gathering of people who assemble in the banquet hall for events like reception,
marriage party, birthday, conference, seminar etc. The service is generally from a buffet
when a lot of guests have to be served within a short span of time. Sometimes formal lunch,
dinner etc. also takes place in banquet halls. This is the highest revenue producing F&B
outlet in any commercial hotel. Sometimes banquet halls can independently exist where an
outside contractor does the catering part.

II. ANCILLARY DEPARTMENTS

 In any establishment a guest’s first impression on entering the service area is of great
importance. A guest can be won or lost on these impressions alone. There are many service
areas behind the scene or what may be termed as back of the house which is required to be
efficiently run, well organized, supervised and well stocked with appropriate equipments
depending on the style of operation. In general, especially in large operations, five main
ancillary departments (back-of-the-house service areas) can be identified:-

A. Pantry

B. Hot plate/ Food pick-up area

C. Stores

D. Linen room

E. Kitchen stewarding

A. PANTRY The pantry or service room is located between the kitchen and the restaurant. It
stores items such as hollowware, special service equipment, glassware, linen, condiments,
disposables, etc. that are not stored in sideboards or hotplate. The servers can collect coffee,
open wine, prepare trays, wipe the edge of dishes, prepare bread baskets, collect water, etc. in
the pantry. This area is used for getting ‘ready to serve’ or ‘organizing for service’ which
usually cannot be done in the small area of the sideboard.

HOTPLATE/FOOD PICK-UP AREA This may be regarded as the meeting point between the
food service staff and the food preparation staff. Active co-operation and a good relationship
between the staffs of these two service areas helps a great deal to ensure that the customer
receives an efficient and quick service of the meal, from a polite courteous waiter who has
not been ‘roused’ because of the bad service at the hotplate. This co-operation will also
ensure that all the dishes served are well and attractively presented. At the same time all
orders written by the waiter must be legible to the aboyeur so that there is no delay in calling-
up a particular dish.

STORES Store room is the area from where the F&B service staff requisites and receives
items such as grocery and stationary that are required for smooth running of the day-to-day
operation of the outlet. It is a source from which a waiter can get supplies of proprietary
sauces, order-pads, pencils, bottle-openers or any other supplies. Large hotels would have
separate General stores, Food stores, Beverage stores and Perishable stores.

D. LINEN ROOM/SPARE LINEN STORE This is another back-of-the-house area that is

found in almost all types of establishments. This is normally the responsibility of a senior
member of the service staff and is kept locked for control purposes. This spare linen stock is
held near the food service area in case of emergency. The linen is changed when necessary on
a basis of ‘one clean for one dirty’.

E. KITCHEN STEWARDING This is one of the most important support departments of the
F&B Service department. Kitchen stewarding contributes to the successful operations of the
F&B Service department. The functions of kitchen stewarding department are as follows: 
Washing kitchen pans and pots of all kitchens (scullery/pot wash)  Maintaining kitchen
equipments of all kitchens  Cleaning all kitchens and ensuring kitchen hygiene  Garbage
disposal The kitchen stewarding is basically divided into two areas: a) Silver room/ Plate
room In larger establishments the silver room or the plate room, as it is sometimes known, is
a separate service area controlled by the kitchen stewarding supervisor. They take care of all
the silverwares and the china wares stored in the silver room and are also responsible for
silver polishing. b) Wash-up area It is an important service area and should be ideally situated
so that the brigade can work speedily and efficiently while passing from the food service area
to the kitchen. The waiter should stack the trays of dirties correctly at the side board with all
the same sized plates together and all the tableware stacked on one of the plates with the
blades of the knives running under the arch of the forks. All glassware should be stacked on
separate trays and taken to a separate wash up area. Wash up section should be the first place
when the waiter enters the back area.

Food and beverage operations:-

Food and Beverage Service operations involve a multitude of activities which engage the
staff right from purchasing raw material, preparing food and beverage, keeping the inventory
of material, maintaining service quality continuously, managing various catered events, and
most importantly, analyzing the business outcomes to decide future policies.
Let us look into the operations involved in F&B service −

Product Cycle in F&B Service

The purchasing department in F&B Services is responsible for purchasing, storing, and
issuing the supply of raw food items, canned/bottled beverages, and equipment. The
following is a typical product purchasing cycle −
The purchasing department works with accounts department to keep the information on
allocated budget and balance budget.
The following factors influence purchasing −

 Size of F&B Organization

 Location of F&B Organization
 Availability and Size of Storage Space
 Organization Budget and Policies
 Availability of the commodity due to season
Purchasing Product
The purchaser is responsible for purchasing a product. He studies the market, and analyzes
and selects suppliers, wholesalers, and the contemporary market prices. He then liaisons with
suppliers and wholesalers to get good material at fair price and purchases the required
commodities by following appropriate purchase procedures.
Receiving the Product
The receiver receives the products from the suppliers. He checks the product for right quality
and quantity. He deals with the delivery personnel from the supplier’s end and signs on the
related receipts.
Storing and Issuing the Product
The store men carry out the task of storing received supply and issuing it to respective
departments. They update the stock database, and manage old and new material in the stock.
They also keep record of stock to the latest date.
Preparing and Presenting an F&B Product
This includes preparation of various food items and fresh beverages. The cooks prepare
various foods and the bar tenders prepare cold beverages such as mocktails and cocktails.
They also make the dish most presentable by arranging food on platter and decorating it in an
attractive manner. The beverages are also decorated by using fruit slices, decorating the
glasses, sippers, and stirrers.
Consuming the F&B Product
This part is played by the guests. At the service end, the respective staff takes inventory of
the consumed and balanced stock of food and beverages and keeps it updated to latest figures.

Maintaining Food and Beverage Standards

It is very vital for an F&B Services organization or an F&B department in a large hotel to
keep their standards of food and beverage high. If the quality of food and beverage along
with the best service is what the guests liked, then the chances of the guests coming
repeatedly and singing praises of what they received are high.
Food and Beverage Standards
Any food and beverage service business has a great responsibility of serving hygienic, safe,
clean, and fresh food. The customers also rightfully question if the food or beverage they
consume at the F&B Services outlet is healthy, safe, and fresh.
For ensuring food safety, a system named Hazard Analysis and Critical Control Points
(HACCP) in Europe works to identify Critical Control Points (CCP) for the presence of
physical, chemical, and bacterial hazards to food. HACCP has set guidelines and principles
on producing healthy and safe food. It also enables food and beverage businesses to adhere to
consistent safety and quality of food production.
In India, Food Safety and Standards Authority (FSSA) works towards setting standards for
safe and hygienic food. In USA, Food Safety and Inspection Service (FSIS) is responsible for
the safety of meat, poultry, and processed egg products. Also, the Food and Drug
Administration (FDA) is responsible for virtually all other foods.

Managing Buffets, Banquets, and Catered Events

Before planning and executing buffets, banquets, or catered events, the respective managers
and supervisors need to consider the following factors −
Type of Event
It can be formal such as seminars, meetings, or conference, or informal such as a wedding
reception, birthday party, employee outing, and alike.
Involvement of Various Persons
The participants such as decorating staff, planning staff such as managers, serving staff,
supervising staff, whole sellers, and the guests.
Event Requirements
It is important to know the date and time of event, the number of expected guests, dance
floor, audio or projector systems, or any special requirement demanded by the guests before
planning the event.
Decors
It includes flowers, table arrangement, center-pieces, candles, artificial fountains/waterfalls,
decorative art pieces, plants and pots; for both formal and informal occasions with the
involvement of décor artists. The display pieces may be carved, baked, or assembled; made
of edible or non-edible substances according to the laid standards. The decoration needs to go
in pair with the theme of the banquet, buffet, or some event.
Menu
According to the time of event, it can include starters, salads, breads, main courses (meats,
poultry, or sea food), desserts (fruits, pastries, or frozen desserts), beverages,
accompaniments, and garnishes according to the establishment standards. It must be hygienic,
in-line with the occasion, and meeting the F&B Services establishment standards.
Serving Equipment
Depending upon the requirement of guests and serving style, it can include silverware,
platters, table linens, and other required serving equipment. It also includes size and shape of
tables and chairs.
Serving Norms
According to establishment norms, serving right food at right temperature, replenishing food
platters timely, keeping the overall display neat and attractive, storing food and managing
beverage consumption after service, cleaning buffet or banquet area, restoring plates, cutlery,
Guerion trollies, and glassware after completion of service.

WHAT IS THE FUNCTION OF BANQUET DEPARTMENT IN HOTEL

The main function of the banquet department in a hotel is to organize all types of
functions catering under the direction and control of the banquet manager. It concentrates on
selling all the hotel facilities to potential guests.

The banquet department of the hotel is one of the major revenue-producing departments. It is
one of the departments under the umbrella of the food and beverage department.

Business organizations, Clubs, Families, and Friends organize functions for various
occasions. Due to the non-availability of a place to hold the function according to their needs.
This is where the banquet department’s responsibilities come to their rescue by conducting
the function.

The function is organized within the banquet hall, the size of which varies from hotel to hotel.
Some hotels may have more than one hall of different sizes to hold the function of different
group sizes or one large hall, the size of which can be adjusted with temporary partitions to
accommodate parties of various sizes.

In a smaller establishment, the functions are organized by the hotel manager or restaurant
manager in a separate area set aside for this purpose.

There are also stand-alone convention centers, trade centers, marriage halls, etc. which can be
hired out and the services of catering professionals may be availed to conduct the function.

WHAT ARE THE TYPES OF BANQUET FUNCTIONS

These are the different types of functions in banquet:

1. FORMAL FUNCTIONS

In this Formal type of function, certain procedures, such as seating the host, chief guest, guest
of honor, and the invitees, and serving the food and beverages are decided by the host. This
should be strictly followed during the function.

Formal functions always include speeches at a specific time which is mostly at the end of
the meal just before the service of coffee.

The dress code for the invitees may be insisted upon. Controlled behavior of the guests
prevails in the formal function catering.

Functions hosted by the head of the country or state, military, and formal wedding breakfasts
are some the examples of formal functions.

2. INFORMAL FUNCTIONS

In an informal function, no formalities and procedures are followed on seating, serving, and
the dress codes. The service is indiscriminate in sex and rank.

These functions normally include entertainment. One can witness the casual behavior of the
guests during the informal functions. More informal functions are organized in the present
day.

For example- Birthday parties, Cocktail parties, Wedding anniversaries, Club member

meetings, Alumni meets, etc.

Informal functions can be further grouped into the following types according to their
purpose:
3. SOCIAL FUNCTIONS

The purpose of this social function is to meet people, make new friends, entertain oneself,
and build relationships.

For example- Cocktail parties, Wedding anniversaries, Birthday parties, Wedding

receptions, Dining and Dance parties, etc.

4. PUBLIC RELATIONS

These are organized by the business houses in order to make the consumers aware of their
presence and establish relationships with them.

Examples- Exhibitions, Contests for homemakers, Fashion parades, Dealer’s meetings, etc.

5. CONFERENCES

The purpose of this type of banquet function is to share knowledge and expertise and to
discuss matters of concern.

For Example- Political conferences, Trade union conferences, International and National

conferences on important issues, etc.

Following are some other different function types, normally organized by the banquet
department of a hotel:

 Workshops.
 Conferences.
 Fashion parades.
 TV shows.
 Wedding receptions.
 Birthday parties.
 Alumni meets.
 Club members meet.
 Seminars.
 Exhibitions.
 Beauty contests.
 Training sessions.
 Wedding anniversaries.
 Graduation days.
 Cocktail parties.

Whatever may be the kind of function, it needs two broad categories of facilities without

which the function will be a failure.

The facilities are in the following:

 1. Food and beverages.
2. Other amenities include seating, audio, video, stage, lighting, press meets, etc. which
vary according to the function types.

All the functions need some basic facilities other than food and beverages. The facilities
required should be discussed with the host at the time of booking the function and provided
accordingly.

If the facilities required by the host, say an LCD, or a screen, are not available in the hotel,
they may be outsourced. Other than the provision of food, beverages, and seating
arrangement. The provisions for food and beverages have to be made at the specified time.

Conference room type

To design a conference room, a designer should consider these three functions of the room as
follows:

1. General meeting room

The general meeting room is mainly for casual meeting that emphasizes more on convenience
and agility. It may require mobile video teleconference occasionally.

Image: General meeting

room

2. Formal conference room

A formal conference room is normally used for important matter consideration and
confidential meetings. That means irrelevant people should not be in the room, so the room
should be designed with attendee’s self-identification system supporting audiovisual
equipment, lighting, sound, and video systems such as conference microphones, or high-
performance tele-conference system.

Image: Formal
conference room

3. War room

War room, operation center, or command control is a room for special situation management.
This room should support multi-channel data, receiving from both within the network system
and/or an external party. The system should be able to display multiple data dimensions with
audio and video system that is agile and highly stable to support the mission, which mostly
requires speed and accuracy.
 Image: War room

Choosing an audio system for a conference room

Generally, the conference audio system will be mainly emphasized on mid-range frequencies
for human speech clarity. The essential instruments for the conference audio system are as
follows:
Image: Sample of Audio Diagram for conference audio instruments

Conference Microphone

Conference microphone is the microphone in which the user can press a button to speak up in
the meeting room. The microphone will mainly be seen in a formal conference room
categorized into two main types according to the installation. There are built-in and floating
microphone. Each type has different extra functions for specific purposes e.g. sound
recording, voting, or connecting with the CCTV for auto speaker focus ability, etc.
 Image: Conference
microphone

Loudspeaker

In choosing a loudspeaker for a conference room, the room designer should consider the mid-
range frequency response and the coverage area for an even sound clarity throughout the
floor. Before choosing the loudspeaker, there should be an audio simulation that provides
sound analysis to ensure that it follows the standards.

For the room which mainly requires mid-range frequency sound, there should be
complementary equipment to the main loudspeaker to add more clarity in each area such as
ceiling speaker, anti-feedback system (to prevent feedback noise generated from the
microphone being too close to the loudspeaker), or equalizer to smooth out the sound output
quality. In addition, the position of speakers is also significant. For instance, as mentioned
above, feedback issue can be resolved by avoiding setting up the microphone within the
coverage area of a loudspeaker, etc.
Image: Reverberation Time range (RT)

Recorder System

Nowadays, the recording system has become more important for both audio and video. In
addition to recording to a CD/DVD, or a hard disk, streaming onto the internet should also be
supported as well. The recording system should be synced with the audio equipment
including the microphone in order to record clear sound. An example of recording
microphone is a boundary microphone, that is placed or built-in to the table to improve the
audio recording quality.
 Image: Recorder system

Telephone Conference

A Telephone conference is a telecommunication equipment that mainly employs the phone

system because of its ease of use, convenience, and highly stable signal.

Image: Telephone conference equipment

Video Conference/Teleconference

As technology has continuously been developing, video conference becomes more effective
in terms of the clarity of both audio and video, data-efficiency, immediate data-transfer
ability, and the borderless-ness. There are various tools that support this technology such as
audio mixer, processor, power amplifier, etc.
 Image: Video Conference

Conference microphone installation

The quantity and sensitivity needed for the conference microphone are important factors in
the equipment installation. Even though a high-sensitivity microphone is good for receiving
sound, the higher the sensitivity of the microphone, the more the sound system is prone to
audio feedback. Apart from the feedback issue, too close installation can also cause irregular
sound output such as insufficient loudness, low tonality or clarity of the sound, etc. Hence,
the distance between each microphone should be planned out and arranged properly.

Tip: The position which can reduce the irregular sound reproduction can be achieved through
the 3:1 rule, meaning a speaker should be 1 foot (30CM) far from the microphone, while the
second microphone should be 3 feet (90CM) far from the first microphone.