LESSON 2  They will take reservations and work with the head
waiter to allocate these reservations to particular
FOOD AND BEVERAGE SERVICES ORGANIZATIONAL STRUCTURE
ORGANIZATION
 an organization is illustrated in an organizational chart
that provides the hierarchy of positions, the
relationship of member appointed in different levels of
responsibilities, an a formal line communication
channels within the organization.
ORGANIZATIONAL HIERARCHY
TOP MANAGEMENT (Managerial Level) 5%
MIDDLE MANAGEMENT (Supervisory Level) 15%
OPERATIONAL STAFFS (Operational Level) 80%
JOB DESCRIPTIONS AND SPECIFICATIONS OF F&B SERVICE
PERSONNEL
JOB DESCRIPTION
 is the term used to describe the duties and
responsibilities for a particular job.
 It also indicates the relationship in the level of
authority with whom an individual or department
should coordinate.
JOB SPECIFICATION
 is the term used to describe necessary qualities and
minimum qualifications that one may possess that
require the job position to perform well in his her work
area.
FOOD AND BEVERAGE MANAGER
The Food & Beverage Service Manager is responsible for:
 Ensuring profit margins are achieved in each financial
period from each department of F&B service.
 Planning menus for various service areas in liaison with
kitchen.
 Purchasing material and equipment for F&B Services
department.
SPECIFICATION:
 Must have pleasing personality, well-groomed
appearance, and excellent communication and
interpersonal skills
 Preferably has a post graduate or a four-year degree in
a Hotel and Restaurant, Hospitality Management, or
any related field.
 Must have at least five years managerial experience in
a reputable service organization.
RESTAURANT MANAGER
looks after the overall functioning of a restaurant.
The responsibility of this staff member include:
 Managing the functions in the dining room
 Ordering material
 Stock-taking or inventory checking.
 Supervising, training, grooming, and evaluating the
subordinates
 Preparing reports of staff and sales
 Managing budgets
 Handling daily sales and coordinating with cashiers
SPECIFICATION:
 Must have pleasing personality, well-groomed
appearance, and excellent communication and
interpersonal skills
 Must have college degree in a Hotel and Restaurant,
Hospitality Management, or any related field.
 Must have thorough knowledge of food and beverage
operations, including managerial aspects, service,
techniques and recover.
 Willing to work in flexible manner.
RECEPTIONIST/ RECEPTION HEAD WAITER
 The reception head waiter or receptionist is
responsible for accepting bookings and for keeping the
booking diary up to date.
stations.
 These reception head waiter or receptionist greets
customers on arrival and takes them to the table and
seats them.
RESTAURANT SUPERVISOR/ SENIORCAPTAIN/ MAÎTRE’D HOTEL
Oversees all restaurant’s work and service standardspractices:
Includes:
 Cleanliness
 Service preparedness
 Staff turn-out
 Briefing and training
 Service flow between kitchen (BOH) and restaurant
and salesmanship
SPECIFICATION:
 Must have pleasing personality, well-groomed
appearance, and excellent communication and
interpersonal skills
 Must have college degree in a Hotel and Restaurant,
Hospitality Management, or any related field.
 Must have thorough knowledge of food and beverage
operations, including managerial aspects, service,
techniques and recover.
 Willing to work in flexible manner.
STATION HEAD WAITER/SECTIONSUPERVISOR/SERVICE CAPTAIN
 For larger establishments the restaurant area is broken
down into sections. The station head waiter has overall
responsibility for a team of staff serving a number of
stations within a section of the restaurant area.
 Each of the sets of tables (which may be anything from
four to eight in number) within the section of the
restaurant area is called a station.
 The station head waiter will also assist in taking food
and beverage orders and assist with service if required.
HOSTESS
The hostess handles the:
 table reservations, receives guests at the front door,
 ensures that there are balanced distribution of guests
for each stations,
 seats guests, presents menu, and checks from time to
time if the needs and expectations of the guests are
met.
WINE BUTTLER/ SOMMELLIER
 The sommelier is responsible for the service of all
alcoholic drinks and non-alcoholic bard rinks during the
service of meals.
 The sommelier must also be a good salesperson.
 This employee should have a thorough knowledge of
all drink to be served, of the best wines and drinks to
go with certain foods, and of the liquor licensing laws
in respect of the particular establishment and area.
BAR STAFF/BAR TENDER/MIXOLOGIST
 The people working within bar areas must be
responsible and competent in preparing and serving a
variety of wine, drinks and cocktails.
 They should have a thorough knowledge of all alcoholic
and non-alcoholic drinks offered within
 the establishment, the ingredients necessary for
making cocktails and knowledge of the liquor licensing
laws to ensure legal compliance.
 A mixologist is an employee who mixes and serves
alcoholic beverages at a bar and is also often used as a
name for people who create new mixed drinks. The
term can also mean a cocktail maker or simply
bartender. Mixology is the art of making mixed drinks.
CARVER/TRANCHEUR
 The carver or trancheur is responsible for the carving
trolley and the carving of joints at the table as
required.
 The carver will plate up each portion and serve with
accompaniments as appropriate.
FLOOR OR ROOM SERVICE STAFF/CHEFD’ÉTAGE/FLOOR OR  It is satisfying when the customers’ sense of belonging
ROOM WAITER is achieved when they go out with their friends,
 The floor or room service staff are often business meetings, get-together functions and the like.
responsible for a complete floor in an  People select where they eat, depending on their social
establishment or, depending on the size of the needs.
establishment, a number of rooms or suites. Psychological needs
 Room ser vice of all meals and beverages  This is a feeling of prestige and fulfilling lifestyle needs.
throughout the day is normally only offered by a Some people eat at a particular establishments to fulfill
first class establishment . their psychological needs.
 In smaller establishments room service may be  The food service establishment brand somewhat
limited to early morning teas and breakfasts with influences customers’ reason in choosing an
the provision of in-room mini bars and tea and establishment because of its image.
coffee facilities. Convenience
WAITER/SERVER/COMMIS DE RANG  This is at the most basic reason, eating out or buying
 The waiter or commis de rang acts by instruction from food from a food service establishment is simply
the chef de rang. This person mainly fetches and convenient.
carries, may do some of the service of either  For example, customers will eat at the food service
vegetables or sauces, offers rolls, places plates upon outlets inside the mall when they get hungry, the
the table and helps to clear the tables after each customers eat at the nearby restaurants, which are
course. accessible.
 During the pre-preparation period much of the
cleaning and preparatory tasks will be carried out by FACTORS AFFECTING CUSTOMERS’ MEAL EXPERIENCE
the commis de rang. Food was palatable
BUSBOY/ ASSISTANT WAITER FOOD QUALITY Food was fresh
 Clear the tables and replenish the supplies on the side The crispness and flavor of the food
board Overall dining experience
 Serve as a supportive staff who helps the stewards in Willingness to help guests
mis en place, clearing soiled dishes, setting the table, SERVICE QUALITY Attitude and behavior of service staff
and replenishing guests’ water and drinks. Quality of service and efficiency of staff
Food service was delivered on time
F&B STAFF ATTITUDES ANDCOMPETENCIES
Layout & design of food outlets
KNOWLEDGE
PHYSICAL Seating arrangement
 Awareness of one’s responsibilities and roles, Theme of the restaurant
ENVIRONMENT
appropriate knowledge of food items, food and Flooring, ceiling and wood work
beverage pairing, etiquettes, and service styles is a Standard of hygiene
great way to build confidence while serving the guests. Grooming and personal hygiene
HYGIENIC
APPEARANCE CLEANLINESS Cleanliness of the food outlets and ancillary section
 It creates the first impression on the guests. The F&B Surrounding areas of the food outlets
staff members must maintain personal hygiene, CUSTOMER Satisfaction rate at food and beverage outlets
cleanliness, and professional appearance while being SATISFACTION Recommend outlets to your friends and relatives
on duty. Would you choose again
ATTENTIVENESS Overall satisfied with outlet performance
 Attentiveness is paying sincere attention to
details ,memorizing the guests’ needs and fulfilling
them timely with as much perfection as one can put in.
BODY LANGUAGE
 The F&B Services staff needs to conduct themselves
with very positive, energetic, and friendly gestures.
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 work flow smooth. It can bring truly
enhanced experience to the guests.
PUNCTUALITY
 The F&B Services 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.
HONESTY AND INTEGRITY
 These two core values in any well-brought-up person
are important for serving the guests in hospitality
sector.
CUSTOMER’S NEEDS
Physiological Needs
 In food service industry, the customers physiological
needs are to satisfy their appetite or thirst. People eat
out or purchase food or drinks to satisfy their hunger
and thirst.
Economic needs
 These are the needs based on the value of money. The
customer will look if the size, portion, level of service,
speed of service, and outlet location are worth the
price they pay

Social needs