Chapter Staff attributes, skill

and knowledge.
Two.

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IB Wira
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Corp. Director F&B - freshWater Asia.

Villa Manager – The Allure Ubud Villas.
Operation Manager – Tlaga Singha river country club.
Restaurant Manager – Mase group.
Founder – Tigasisi coworking café.
Founder – Hospitalitree business partner.
Lecturer – IPB international.
Coordinator program – International Hospitality Diploma.

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Table of 01 Food & beverage

04 Job summary.
service.
content
02 Organization chart. 05 F&B service
coordination.

03 Career success model.

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01
Food & beverage
service.

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F&B service.
Food and beverage service is the essential link between customers and the menu,
beverages and other services on offer in an establishment. The server is the main point
of contact between the customers and the establishment.

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• This is the combination of tangible and intangible product.

F&B service. • The basic function: serve food & drink to people and to satisfy
their various types of needs and wants.
• The main aim is to achieve Customer Satisfaction.
• F&b service consider as second biggest contributor after room
sales

The needs that customer might be seeking to satisfy are :

• Physiological : the need of special food items
• Economic : the need for good value for the price paid
• Social : a friendly atmosphere
• Psychological : the need for enhancement of self‐esteem
• Convenience : the desire for someone else to do the work

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Food and beverage
in accommodation

The provision of food and beverage facilities in accommodation can vary depending on
size, ownership, location, goals, customer and quality.

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Coffee shop, Fine dining restaurant, Specialty restaurant, Bar, Coffee lounge, Banquet,
5-star hotels Outside catering, 24hrs full room service, Executive lounge, In room guest amenities,
Mini bar, Pool bar, Employee dining.

Coffee shop, Specialty restaurant, Bar & lounge, Guest amenities, Conference &
4-star hotels
banqueting, Mini bar, Employee dining

Budget hotels Breakfast buffet, Bar, Vending machines, Employee dining

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Bed & breakfast Breakfast, limited set menu available at set times on request

Hostel Snack bar, Vending

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02
Organization chart.

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General manager

Executive assistant manager

Department head

Supervisor

Captain

Staff

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manager

Executive
assistant
manager

Executive
HR S&M Finance FO F&B Executive Chief
House
manager manager manager manager manager chef engineer
keeper

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manager

Asst
Executive
F&B
chef
manager

Bar manager Restaurant manager Sous chef

Bar supervisor Rest supervisor Chef de partie Chief steward

Bar captain Rest captain Commis I

Bartender Waiter/ss Commis II Steward

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03
Career success
model.

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Career success model.

Success point.

Professional. Global reputation. Entrepreneur.

Leadership / Management knowledge

&
Continues Skill Creativity
& Innovation.
Improvement.
Marketing knowledge Finance knowledge
& &
Skill Skill

Technical knowledge
Networking. Mentoring.
&
Skill
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04
Job summary.

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F&B Manager

It is the responsibility of the Food & Beverage Manager to

organize and direct a team essentially oriented towards
customer service & satisfaction in the restaurant, bar, room
service, banquet and executive lounge. The individual is
solely responsible to create, coordinate and implement the
training of staff throughout the department.

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Assistant F&B Manager

Development of new menus, assists with the selection of
condiments, linens and decors used within department, make
procedural recommendation and ensure enforcement of existing
policies and procedures, prepares methods and procedures
whereby food cost and supplies can be requisitioned and charged
to each individual area, prepare various costs and revenue
reports, reads and analyze reports and recommends action to be
taken, assists with development of quality control procedures and
assures such procedures are followed

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Restaurant & Bar Manager

Responsible for the overall operation and co-ordination of
various Food & Beverage departments such as coffee shop,
Room service, all the kitchens, stewarding etc, exercises
administration and supervises through Kitchen Leader and
Restaurant Leader, confers with management on reports,
forecasts, budget policy and future planning, prepares reports
for management including budget and forecasts.

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Restaurant supervisor
Manages the teams, ensures customer service in Food and
Beverage areas of the hotel, assures constantly and
consistently of maximum guest satisfaction with
efficiencies operation, coordinates and helps to implement
the training program for the outlet staff frequently, be in
line with working assignments and direct reporting line to
Restaurant & Bar Manager.

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Bar supervisor

Ensuring the bar and staff operate efficiently, upholding

high hygiene standards, reconciling banking, marketing
and promoting products, hiring and training staff, creating
weekly work schedules, maintain inventory and stock

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Restaurant captain

Supervises waiters and waitress, sees that their respective

stations are always ready, briefs personnel on preparations,
service and content of menu items, sees that restaurant is
in neat orderly condition at all times presents menus,
suggest cocktails, takes order, suggests special dishes and
wines.

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Bar captain

Plan, organize, and control the operations of a cocktail

lounge or bar, create drink recipes, order or requisition
liquors and supplies, supervise the work of bar staff and
other bartenders.

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Sommelier

Sommelier responsibilities include create and update the

wine list in coordination with chefs and the food and
beverage Manager, recommend food and wine pairings,
supervising wine serving and collaborating with
winemakers to renew our selections and achieve better
prices, Train wait staff on available wines.

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Waiter/ss

They ensure guests have an excellent dining

experience by providing stellar customer service. They
greet guests, take meal orders and ensure smooth
communication between the dining area and kitchen. 

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Bartender

A Bartender is a service professional who prepares

and serves alcoholic and non-alcoholic beverages.
They can assess a customer’s requests and like to
make great recommendations.

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Hostess

Responsible for greets and escorts guest to table

efficiently and in the most courteous manner possible.
Carry out all duties in accordance with tasks and
descriptions with reference to established rules and
policies.

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Barista

Welcomes customers by determining their coffee interest

and needs, explaining the coffee drink menu, and
answering questions, promotes coffee consumption by
educating customers about coffee, preparing & serving a
variety of coffee drinks along with pastries and cookies.

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Tree. Career opportunity
and Beyond.

Food cart Businesso Kitchen Party

Brewer
Caterer designer planner
owner wner

Institutiona Meal
l chef program
manager

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Attributes of
Food & Beverage
service personals.
• Honesty. • Local knowledge.
• Punctuality. • Loyalty.
• A professional and hygienic appearance. • Attitude to customers.
• Knowledge of food and drink (your product), • Customer satisfaction.
also your company. • Complaint handling.
• Sales ability. • Ubiquitous.
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service expectations

Expectation : Personal Appearance Expectation : Concern

• Maintain neat, well groomed appearance wear a clean proper • Imagine how guests and co-workers see a
uniform. situation.
• Wear your nametag. • Listen with empathy
• Show sensitivity to guests’ and co-workers’
feelings.
Expectation : Flexibility Expectation: Friendliness
• Treat each guest and co-worker as an • Smile, greet guests and co-workers promptly
individual. and happily
• Welcome each guest as a new opportunity to • Look guests and co-workers in the eye.
provide guest service. • Give guests and co-workers your full attentions
• Offer creative solutions to meet guests’ and co- • Treat guests and co-workers with respect.
workers’ needs. • Call guests and co-workers by name.
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The role of The waiter as a sales person.

Sales are made by suggesting various items to your guest.
waiter
The waiter as an actor.
The guest watch every single thing you do in the restaurant.

The waiter as eyes and ears of the restaurant.

The waitstaff interact with the guest, and they are more likely to tell
what is good or bad about the restaurant.

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05
F&B service
Coordination.

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HK & FO
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Store FB Product

F&B Finance
Security Service

Sales &
IT
marketing

Human
resources

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Thank you.
If you want to achieve greatness
stop asking for permission

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