Food and Beverage Department

TRE 104 Accommodation Operations and Management

 Food and Beverage Organizational Matrix
Sub-Department Kitchen Food Service Banquet
Brief Description For bigger hotels, the kitchen Provides service for all guests in the Provides food and beverage service
usually uses the French Kitchen hotel for all events held in the hotel.
Brigade
Hotel Cycle The kitchen is involved in all hotel • Guest contact is usually during • Direct contact with guest is
phases as they purchase, receive, the stay-in phase. usually during the event.
store, prepare and cook food. • All other preparations are done • Meeting with guest and sales
with pre-arrival and post negotiation is on the pre-arrival
departure phase. stage.
• Preventive maintenance of
equipment and facilities are
performed during post
departure.
Department Head Director of Food and Beverage
Section Manager Executive Chef as assisted by the F & B Manager / Maitre d’hotel Banquet Manager
Sous Chef
Supervisory Chef de partie (Station Chef) F & B Supervisor/Captain Waiter/Chef Banquet Supervisor/Banquet
du trancheur Captain
Rank and File • Aboyeur (Expediter) • Chef du rang • Banquet servers
• Butcher • Commis du rang
• Commis • Sommerlier
• Steward
The French Kitchen Brigade

The Executive Chef or Chef de Cuisine is the

one tasked to conduct the overall activities and
management of the kitchen department.
Among his/her responsibilities are the menu
design, menu creation,, workforce
management, training of apprentices and
working out strategic aspects of the business.
Chef de cuisine literally means “Chief of the
Kitchen” in English.
The French Kitchen Brigade

The second in command is the Sous chef who

plans and directs the food preparation and
operations in the kitchen.
His/her duties include manpower scheduling and
assisting the Chef de partie or Station chef.
The Sous Chef takes over when the Executive
Chef is absent.
 The French Kitchen Brigade
The Chef de partie (Station chef or Line
cook)
Takes charge of an area of food
production.

The Sauté chef (saucier)

He/she is the one concerned with all
sautéed items and their sauces.

The Poissonnier (Fish chef)

He/she is responsible for all the fish or
seafoods of the hotel.
The French Kitchen Brigade
The Rotisserie (Roast chef)
He/she oversees roasted and braised
meats. He/she also prepares the
appropriate sauce according to the
methods of cooking, as well as the grilled
(grillardin) and the fried (friturier) items.

The Entremetier (vegetable chef)

He/she concocts hot appetizers, soups,
vegetables, pastas and starches.
 The French Kitchen Brigade
A garde manger (French for "keeper of
the food") is a cool, well-ventilated area
where cold dishes (such as salads, hors
d'œuvres, appetizers, canapés, pâtés and
terrines) are prepared and other foods are
stored under refrigeration. The person in
charge of this area is known as
the chef garde manger or pantry chef.

The cutting of meats, poultry, and

sometimes food is done by the butcher.
The French Kitchen Brigade

The baking of pastries and similar

desserts is done by the pastry chef or
Patissier.

Kitchen Helper / Steward

Maintains cleanliness of kitchen area.
 Dining Operations
The maître de hotel is the one who exercises
supervision of the dining room and
management of dining personnel, making
guest reservations, seating guests, providing
solutions to guest complaints and at times
presenting the menu.

The chef de rang or dining room captain seats

the guests and supervises the order-taking
process for the guests. He is senior among
food servers.
 Dining Operations

The commis de rang ensures the

transmission of then order to the
kitchen.

The sommelier serves as the wine

steward.
 Dining Operations

Also part of the dining operations and usually

serving as liaison between the service and
kitchen staff is the aboyeur or announcer.
The position may be held by the assistant
manager.
 Banquet Department
Banquet Manager Banquet Staff
Room Service
F & B services that
contribute to the daily
revenue of the hotel

•Ala carte dining

Selected menu items are individually priced and
ordered separately. In English, it is translated to
“according to menu”. Thus, all items ordered in
ala carte would be based on the menu provided
by the restaurant.

•Table D’ hoté
These are set menu with a fixed price.
F & B services that
contribute to the daily
revenue of the hotel
Banquet
Are events or functions for groups of guests
meeting at the hotel for an occasion such as
birthdays, anniversaries, weddings, conferences
and conventions.
Banquets are one of the major contributors in
the revenue generating activity of the property.
Sometimes in the hotel and resorts, banquets
are back to back. This means that after a
banquet, there would be a breakdown and set-
up for another function on the said facility.
 F & B services that
contribute to the daily
revenue of the hotel
Room service
It is a service available in hotels where food and
beverage personnel receives guests orders through
phone and subsequently delivers food and other
items to their guest rooms and usually for extra
charge.

Bar and lounges

These are outlets in the hotel that may display a
theme. They usually serve alcoholic beverages.
 1. Exquisite food presentation and service.
2. The executive chef and top management usually
subject the menu and eating habits on review every
three months. This is for updates on the always-
changing and discriminating taste of the guests.
Characteristics 3. The price is relatively high in keeping with the special
ambiance and high operating costs.
of a Hotel Fine 4. Most of these establishments keep an extensive wine
Dining list that can also improve the taste of the food.

Restaurant 5. Reservations for dining are generally required in

upscale outlets.
6. Formal table service like French (the most formal) and
Russian service is frequently applied in these
establishment.
 The Dining Experience
Guest is welcomed by host.

Guest is seated by the host.

Order taker approaches and takes drink order.

Restaurant server serves the drinks.

Restaurant server explains the menu and takes food order.

Restaurant server delivers the food.

Restaurant server checks back at guest.

 The Dining Experience

VIII. Restaurant server delivers dessert.

IX. Check is presented to the guest.

X. Check is settled in the POS and returned to guest.

XI. Restaurant staff bids guest goodbye and wish them to come
back again.
 1. The host should keep an eye contact and exchange
greetings with the guests. Guests with hats and coats
may be assisted to the checkroom.
2. The guest is then asked about the number of guest and
Points to assisted towards the dining table.

remember 3. As soon as the guest is settled, the server greets him/her

and ask if the guest would like a drink.
when receiving 4. If drinks are ordered, they will have to serve promptly.
This is to leave an impression of quick and efficient
and seating service.
the guests 5. The server explains the menu to the guest and displays
the specialties of the establishment. Bear in mind that
the guest should have knowledge about the items on the
menu.
Mastery of the menu will enable the server to offer
suggestions. Foreign-sounding specialties should explain
clearly and adequately.
  Suggestive selling means encouraging the guests to
buy additional food and beverages.
Suggestive
and Up-selling  Up-selling means suggesting more expensive and
Techniques possibly better-quality items.
 1. Exude enthusiasm and sincerity in assisting guest selects
the menu items. In helping with the selection of food,
the servers should be aware of all food and beverage
items in the menu.
2. Use appetizing words that describe food such as “fresh”,
Freshly squeezed ..”, “popular”, “generous”.
Steps in 3. Suggest foods and beverages that naturally go together
suggestive and – ex: soups and sandwiches, bacon and eggs, steak and
baked potatoes, coffee and dessert.
up-selling • Suggest a beverage with an order for a salad or dessert.
techniques • Suggest a sandwich with an order for a soup or beverage.
• Suggest a soup, a cocktail or some other appetizer with an
order for grilled or fried food that must be cooked to
order.
• Suggest vegetable or a salad with an order for meat and
potatoes.
• Suggest dessert item if guest orders only main course.
 4. Compliment guests’ choices. Make guests feel good
about the selection.
• When a server takes the order form a group, normally
Steps in order taking starts with the women on the group.
suggestive and • Food is delivered promptly. All food should be according
to property’s presentation standards.
up-selling • The server checks back at the guests to ensure that all
techniques needs are appropriately provided.
• Before giving the check to the guest. Server verifies all
consumptions by guest to ensure proper billing.
 Point-of-Sale Equipment
•Point of sale (POS) units are like cash registers.
They add up guest charges, prints the bill and
interface with the property management system for
recording of food and beverage consumption in
guest folio (guest billing statement).

• The equipment has 2 parts: the hardware and

the software – the program that allows restaurant
servers to key in their orders after order taking
process.
 Types of POS
A lodging property may use a manual, electronic or computerized
point-of-sale system.

Manual Unit
• You must always insert a guest check in the equipment before
entering guest charges.
• It has no memory.
• It prints the charges on the check as you enter them into the
machine.
• There is no interface with the property management system of the
hotel.
 Types of POS
Electronic or Computerized Units
• It stores information in their memory.
• It prints the check after you have entered all the charges.
• This system interfaces with the property management system to
increase accuracy of all charges of the guest being recorded in the
guest folio.
 Types of POS
The POS system nowadays has a database capabilities that can provide
analysis from fast moving and slow-moving items to average checks
and guest seats.

The property may program the keys on point-of-sale units according to

standard prices for all items offered in the restaurant or lounge. This
makes the job easier because putting in of prices will be error-free.
 • It serves as a databank to gather food and beverage
revenues and costing on a daily, weekly, monthly or
yearly basis. This can be very useful in budget analysis
and food and beverage cost analysis.

Benefits of POS • The system can provide information on fast- and slow-
moving menu items. This will enable the property to
System carefully plan on purchases or design food items.
• The system tracks sales performance of outlets.
• Maintains par stock levels of the kitchen.
• Guest billings are accurately calculated.
• Promotes accounting control on cash handling.
End of Slides