Chapter 5 Food & Beverage Operations：5章餐饮业务.ppt

Chapter 5:Food&Beverage Operations,Chapter 5 Food&Beverage Operations,Food and Beverage ManagementKitchenFood OperationsBarsStewarding DepartmentCatering DepartmentRoom Service/In-Room DiningTrends,Food and Beverage Management,The director of food and beverage reports to the general manager and is responsible for the efficient and effective operation of the following departments:Kitchen/catering/banquetRestaurants/room service/minibarsLounges/bars/stewarding,Food and Beverage Management,The skills needed by a food and beverage director:Exceeding guests expectations in food and beverage offerings and serviceLeadershipIdentifying trendsFinding and keeping outstanding employeesTrainingMotivationBudgetingCost controlFinding profit from all outletsHaving a detailed working knowledge of the front-of-the-house operations,Figure 51 Food and Beverage Division Organization Chart for a Large Hotel,Kitchen,A hotel kitchen is under the charge of the executive chef,or chef in smaller and medium-sized propertiesSome executive chefs are called kitchen managersControlling costs is an essential part of operations;as labor costs represent the most significant variable costs,staffing becomes an important factorFinancial results are generally expressed in ratios,such as food cost percentage and labor cost percentage,Food Operations,Restaurant managers are generally responsible for the following:Exceeding guest service expectationsHiring,training,and developing employeesSetting and maintaining quality standardsMarketingBanquetsCoffee serviceIn-room dining,minibars,or the cocktail loungePresenting annual,monthly,and weekly forecasts and budgets to the food and beverage director,Bars,The profit percentage on beverages is higher than it is on food items,making bars an important revenue sourceThe responsibilities of a bar manager include the following:Supervising the ordering process and storage of winesPreparing a wine listOverseeing the staffMaintaining cost controlAssisting guests with their wine selectionProper service of wineKnowledge of beers and liquors and their service,Bars,Bar efficiency is measured by the pour/cost percentagePour cost is obtained by dividing the cost of depleted inventory by sales over a period of timeFood and beverage directors expect a pour cost between 1624%Hotel bars are susceptible to the same problems as other barsAll beverage service staff should receive training in responsible alcoholic beverage serviceAnother risk bars encounter is pilferageThe best way to prevent these occurrences is to have a good control systemwhich should include shoppers,Bars,In a large hotel there are several kinds of bars:Lobby barsRestaurant barService barPool barsMinibarsNight clubsSports barsCasino barsCatering and banquet bar,Stewarding Department,Responsibilities of Chief Steward:Cleanliness of back of houseCleanliness of glassware,china,and cutleryMaintaining strict inventory control and monthly stock checkMaintenance of dishwashing machinesInventory of chemical stockSanitationPest controlForecasting labor and cleaning supply needs,Catering Department,Catering:Includes a variety of occasions when people may eat at varying timesBanquets:Refers to groups of people who eat together at one time and in one placeTerms are used interchangeably,Figure 52 Organization of Catering Department,Catering Department,The director of catering reports to the food and beverage director,and is responsible for selling,servicing,catering,banquets,meetings,and exhibitionsThe director of catering must be able to:Sell conventions,banquets,and functions.Lead a team of employees.Make up departmental goals and objectives.Set individual and department sales and cost budgets.Set service standards.Ensure that the catering department is properly maintained.Be creative and knowledgeable about food,wine,and service.Be very well versed in the likes,dislikes,and dietary restrictions of various ethnic groups.,Catering,For meetings,a variety of room setups are available depending on a clients needs;the most frequently selected meeting room setups are:Theater styleClassroom styleHorseshoe style,Figures 5-3,5-4,and 5-5 Seating Styles,Catering Event Order,Also know as the banquet event orderPrepared for each function to inform the client and hotel personnel about essential information to ensure a successful eventPrepared based on correspondence with the client and notes taken during the property visits,Figure 57 Catering Event Order,Catering Coordinator,Manages the office and controlling the function diary(now on the computer)Must see that the contracts are correctly prepared and checks on numerous last-minute detailsOperates web-enabled technology tools,such as Newmarket Internationals Delphi System,Catering Services Manager,Duties include:Directing the service of all functionsSupervising the catering house personsScheduling the banquet captains and approving staffingCooperating with the banquet chef to check menus and service arrangementsChecking that the client is satisfiedChecking last-minute detailsMaking out client bills immediately after the functionAdhering to all hotel policies and proceduresCalculating and distributing the gratuity and service chargesCoordinating the special requirements with the DOC and catering coordinator,Room Service/In-Room Dining,56%of all properties offer room service and 75%of airport properties provide room serviceGenerally,the larger the hotel and higher the room rate,the more likely they will offer room serviceChallenges include:Delivering orders on timeespecially breakfastMaking room service profitable/forecasting demandAvoiding complaints of excessive chargesHaving well-trained and competent employees,Trends,The use of branded restaurants instead of hotels operating their own restaurantsHotels opting not to offer food and beverage outletsMaking outlets more casualUsing themes for a restaurantStandardized menusConverting one beverage outlet into a sports-themed barTechnology being used to enhance guest services and control costsMore low-fat,low-carb menu items,The End,