Restaurant Management (HM 432)

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Restaurant Management (HM 432)

• CHAPTER 1
• Introduction to Food and Beverage Industry

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1.1 INTRODUCTION

• The Hotel and Catering or Hotel and Food Service
  industry is now becoming widely known as the
  Hospitality Industry. The industry is usually
  defined by its output of products which satisfy
  demand for food, drink and accommodation.
• Central to the industry is the need for
  operational personnel who are generally divided
  into food and beverage staff and rooms division
  staff.

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1.2 SECTORS OF THE FOOD AND BEVERAGE SERVICE
INDUSTRY

• Two issues come out of the identification of
  sectors. Firstly, some sectors are providing food
  and drink for profit whereas others are working
  within the constraints of a given budget, often
  called cost provision (eg welfare and
  industrial). Secondly, some sectors are providing
  services to the general public whereas others
  provide them for restricted groups of people.

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1.2 SECTORS OF THE FOOD AND BEVERAGE SERVICE
INDUSTRY

• It is useful to define these different types of
  market as follows
• General Market Non-Captive Customers have a
  full choice
• Restricted Market Captive Customers have no
  choice, eg welfare
• Semi-Captive Customers have a choice before
  entering, eg marine, airline, trains, some
  hotels and some leisure activities. The customers
  could have chosen alternatives to these but, once
  chosen, have little choice of food and drink
  other than that on offer

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1.2 SECTORS OF THE FOOD AND BEVERAGE SERVICE
INDUSTRY

• summery of sectors in the food and beverage
  service industry

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1.3 THE MEAL EXPERIENCE

• The main aim of food and beverage operations is
  to achieve customer satisfaction. In other words,
  to meet the customers needs. The needs that the
  customer might be seeking to satisfy are
• Physiological
• Economic
• Social
• Psychological
• Convenience

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1.3 THE MEAL EXPERIENCE

• Customers may be wanting to satisfy some or all
  of these needs.
• It is important to recognize that the specific
  reasons behind a customers choice determine the
  customers satisfaction (or dissatisfaction)
  rather than the food and beverage service by
  itself.
• The customer who is not able to satisfy his/her
  needs will be a dissatisfied customer.
• - In non-captive markets
• - In semi-captive markets
• - In captive markets

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1.3 THE MEAL EXPERIENCE

• It is important to recognize that the customers
  needs may vary and that food and beverage
  operators should be aware of factors which might
  affect the customers meal experience

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1.4 FOOD AND BEVERAGE SERVICE METHODS

• The service of food and beverages may be carried
  out in many ways depending on a number of
  factors
• the type of establishment
• the type of customer to be served
• the time available for the meal
• the turnover of custom expected
• the type of menu presented
• the cost of the meal served
• the site of the establishment

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1.4 FOOD AND BEVERAGE SERVICE METHODS

• Five types of basic method can be identified,
  these are

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1.4 FOOD AND BEVERAGE SERVICE METHODS

• In order to give a clear picture of food and
  beverage service, the sequence of an operation
  needs to be examined. A particular service
  method, eg waiter, requires a number of tasks and
  duties which are undertaken during the actual
  service of food and beverages.
• However there are other tasks and duties which
  contribute to the service. These may be
  identified using the operational sequence.

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1.4 FOOD AND BEVERAGE SERVICE METHODS
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1.5 FOOD AND BEVERAGE SERVICE PERSONNEL
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1.5 FOOD AND BEVERAGE SERVICE PERSONNEL

• Food and Beverage Manager
• Ensuring that the required profit margins are
  achieved for each food and beverage service area
  in each financial period
• Updating and compiling new wine lists according
  to availability of stock, current trends and
  customer needs
• For compiling, in liaison with the kitchen, menus
  for the various food service areas and for
  special occasions
• The purchasing of all materials, both food and
  drink
• Ensuring that quality in relation to the price
  paid is maintained

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1.5 FOOD AND BEVERAGE SERVICE PERSONNEL

• Determining portion size in relation to selling
  price
• Departmental training and promotions, plus the
  maintenance of the highest professional standards
  
• Employing and dismissing staff
• Holding regular meetings with section heads to
  ensure all areas are working effectively,
  efficiently and are well co-ordinated.

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1.5 FOOD AND BEVERAGE SERVICE PERSONNEL

• Restaurant Manager/Supervisor
• Has overall responsibility for the organization
  and administration of particular food and
  beverage service areas
• Sets the standards for service
• Responsible for any staff training
• May make out duty rotas, holiday lists, and hours
  on and off duty so that all the service areas run
  efficiently and smoothly.

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1.5 FOOD AND BEVERAGE SERVICE PERSONNEL

• Reception Head Waiter
• Responsible for accepting any bookings and for
  keeping the booking diary up-to-date.
• He/she will reserve tables and allocate these
  reservations to particular stations.
• The reception head waiter greets guests on
  arrival and takes them to the table and seats
  them.

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1.5 FOOD AND BEVERAGE SERVICE PERSONNEL

• Head waiter/Maitre d'hôtel/Supervisor
• Has overall charge of the staff team
• Responsible for seeing that all the duties
  necessary for the pre-preparation for service are
  efficiently carried out and that nothing is
  forgotten.
• Aids the reception head waiter during the service
  
• Takes some orders if the station waiter is busy.
• Helps with the compilation of duty rotas and
  holiday lists.

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1.5 FOOD AND BEVERAGE SERVICE PERSONNEL

• Station head waiter/section supervisor
• Has the overall responsibility for a team of
  staff serving a set number of tables, which could
  be anything from four to eight in number, from
  one sideboard. The set of tables under the
  station head waiters control is called a
  station.
• Must have a good knowledge of food and wine and
  its correct service, and be able to instruct
  other members of the staff.
• He/she will take the order (usually from the
  host) and carry out all the service at the table
  with the help of the chef de rang, who is the
  second in command of the station.

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1.5 FOOD AND BEVERAGE SERVICE PERSONNEL

• Station waiter/Chef de range
• Must be able to carry out the same work as the
  station head waiter and relieve him/her on days
  off.
• Have had less experience than the station head
  waiter. Both the chef de rang and the station
  head waiter must work together as a team to
  provide efficient and speedy service.

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1.5 FOOD AND BEVERAGE SERVICE PERSONNEL

• Assistant station waiter/Chef de range
• This person is next in seniority to the chef de
  rang and assists where necessary.
• Waiter/Server/Commis de range
• Acts by instruction from the chef de rang.
• Mainly fetches and carries, may do a little
  service
• Helps to clear the tables after each course.
• Trainee/Commis debarrasseur/ Apprentice
• Just joined the food service staff,
• keeps the sideboard well filled with equipment,
• Helps to fetch and carry items as required.

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1.5 FOOD AND BEVERAGE SERVICE PERSONNEL

• Carver/Trancheur
• Responsible for the carving trolley and the
  carving of join at the table as required.
• Plate up each portion with the appropriate
  accompaniment.
• Floor service staff/Chef detage/Floor waiter
• Responsible for a complete floor in an
  establishment or, depending on the size of the
  establishment, a number of rooms or suites

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1.5 FOOD AND BEVERAGE SERVICE PERSONNEL

• Lounge staff/Chef de salle
• Wine butler/Wine waiter/Sommelier
• Cocktail bar staff
• Buffet assisant/Buffet chef/Chef de buffet
• Cashier
• Counter Assistants
• Table Clearers
• Function Catering/Banqueting staff STAFF

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1.6 ATTRIBUTES OF FOOD AND BEVERAGE SERVICE
PERSONNEL

• Hygiene
• Male staff (shaven, clean hands and well trimmed,
  clean nails, hair must be short and well
  groomed.)
• Female staff, (hair should be short or lied up,
  no excessive make-up or jewellery.)
• Sneezing, coughing or blowing the nose must never
  be done.
• A uniform (clean and well pressed), shoes
  polished.
• Footwear should be safe. Sandles, open-backed
  shoes or high pointed heels are inappropriate and
  dangerous.)

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1.6 ATTRIBUTES OF FOOD AND BEVERAGE SERVICE
PERSONNEL

• Knowledge of food and drink
• The staff must have sufficient knowledge of all
  the items on the menu and wine list in order to
  advise and offer suggestions to customers.
• Furthermore they must know how to serve correctly
  each dish on the menu, what its accompaniments
  are, the correct cover, the make-up of the dish
  and its appropriate garnish, and also how to
  serve various types of drink, in the correct
  glass and at the right temperature.

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1.6 ATTRIBUTES OF FOOD AND BEVERAGE SERVICE
PERSONNEL

• Punctuality
• If the staff are continually late on duty it
  shows lack of interest in work and a lack of
  respect for management.
• Local knowledge
• so they may be able to advise the guests on the
  various forms of entertainment offered, the best
  means of transport to places of interest and so
  on.
• Personality
• tactful, courteous, good humoured and of an even
  temper

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1.6 ATTRIBUTES OF FOOD AND BEVERAGE SERVICE
PERSONNEL

• Attitude to customer
• The staff must not be servile, but anticipate the
  customers needs and wishes.
• A careful watch should be kept on customers at
  all times during the service without staring.
• Care should always be taken when dealing with the
  difficult customers.
• Customers should never be argued with, but all
  complaints should be referred to someone in
  authority in the food service area.

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1.6 ATTRIBUTES OF FOOD AND BEVERAGE SERVICE
PERSONNEL

• Memory
• It may help Staff in various ways in their work
  if they know the likes and dislikes of customers,
  where they like to sit in the food service area,
  what are their favorite drinks and so on.
• HONESTY
• Important to the staff in dealings with both the
  customer and the management.

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1.6 ATTRIBUTES OF FOOD AND BEVERAGE SERVICE
PERSONNEL

• LOYALTY
• The staffs obligations and loyalty are firstly
  to the establishment in which they are employed
  and its management.
• CONDUCT
• The staffs conduct should be impeccable at all
  times, especially in front of customers. The
  rules and regulations of an establishment must be
  followed, and respect shown to all senior members
  of staff.

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1.6 ATTRIBUTES OF FOOD AND BEVERAGE SERVICE
PERSONNEL

• SALES ABILITY
• To a large extent, staff reflects the image of
  the establishment, so they must have a complete
  knowledge of all forms of food and drink and
  their correct service.
• SENSE OF URGENCY
• So that the establishment has the maximum amount
  of business over the service period with as high
  a net profit as possible, the staff must develop
  a sense of urgency.

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1.6 ATTRIBUTES OF FOOD AND BEVERAGE SERVICE
PERSONNEL

• CUSTOMER SATISFACTION
• The food and beverage service staff must see that
  the guests have all they require and are
  completely satisfied.
• COMPLAINTS
• Never displeasure even though at times things may
  be difficult.
• Never argue with a customer and, if they cannot
  deal with the situation, it should be referred
  immediately to a senior member of the team.