THE FOOD AND BEVERAGE SERVICE DEPARTMENT

This is one department in the hotel, which earns revenue for the hotel. After the front office it is the service outlets that earns the most revenue. The food & beverage manager leads this. In case of this hotel it is Mr. SAM. Under this all the restaurants coffee shop, bar room service and bouquets are included. Therefore it is of great responsibility of Food & Beverage manager to see that there is smooth flow of all these departments like housekeeping, front office, kitchen, stores and purchases, engineering etc. In case of this hotel various outlets of Food & Beverage are: 24 hrs coffee shop The shamira-bar

Banquet halls :

Quartz

Onyx

EMERALD COURT RESTAURANT

The Hierarchy in the service in a whole is likewise Food & Beverage Manager Asst. Food & Beverage Manager Restaurant Manager Coffee Shop Manager Banquet Manager Room Service Senior Captain Senior Captain Senior Captain SeniorCaptain Captain Captain Captain Captain Steward Steward Steward Steward Trainee Trainee Trainee Trainee

Description of Food and Beverage Manager The food and beverage manager is responsible for the efficient operations of all the outlets of the hotel, which is the private dinning, restaurants, banquets etc. This includes a managing a multitude of details with the supervisory of the outlets, such details include the food quality, inventory, cost control, training, room set up, cash control, and guest services to name a few. He keeps an eye on the new tends in food and beverage merchandising, cost control factors on food and beverage production, the food and beverage manager works closely with the assistant food and beverage managers and highly skilled chef Constant supervision of products, employees and supervision and services is required to ensure a fair return on investment. The F & B outlets at Solitaire COFFEE SHOP (AMETHYST) This is one of the outlets in the hotel. It operates round the clock. There is a Breakfast buffet arranged from 7:00 to 10:30 am. It is charged RS 350 per Person. This shall have juices, toasts, flakes milk and beverages. There are also fresh fruit cuts. There is a sport spot where eggs to order are served. The Orders like scrambled egg, hamlet, is served. There is noon lunch buffets are Arranged. The charges is RS 495 + taxes per person. There shall be 2 soups, 4 non-vegetarian, 4-6 vegetarian dishes, juices and salad and spot in the Restaurant where each day there is BRUNCH which costs RS 495. It is only on Sundays. There shall be more no of dishes in this buffet. The coffee shop has 116 in total. There is space for the band and also daily from 7:00 PM to 11:00 PM there is a live band playing. It has a storeroom between the kitchen and restaurant. It has all the par stocks Of the glasswares, liquors kept here. There is a service bar behind the Restaurant where all

kinds of drinks are stored. They have champagne stands, bread toaster, and various compartments for dishes like sauces, honey. It has a box in which the soiled napery is dumped. The naperys so dumped are later taken to the housekeeping and they collect fresh ones in exchange at anytime the department open. Each time cutlery and crockery is kept washed and wiped by the stewarding them all stocked into stations equally. The tips that are given by the guest are pooled and distributed between everyone except the trainees. The distribution is done on the basis of point system. In this points are highest for senior most is the captain and then reduces as seniority and apprentice trainee gets the least point. The payment of the guest differs if the guest is an in-house guest then the bill is typed and bill is given to guest and he is supposed to sign I with his room number. Later bill goes to reception where it is placed in the respective folder. If the guest is an outsider the guest ha just comes to have food then guest is supposed to pay for it. If guest uses credit card it is important that person whoever collects it must swipe the card to know the validity. Then it is forwarded to avail department where the collection part is done.

Hierarchy of coffee shop is as follows: Restaurant Manager Captain Senior Catering Assistant Supervisor Head Waiters Contract Waiters Apprentice

Trainees
A simple procedure that is followed when a guest comes in restaurant is as Follows: The guest is wished and welcomed to the seat. If there is a woman she is helped with the chair to sit or person who hosts the party is helped. Firstly serve water to entire guest. Then show menu and if possible tries to upsell. Write down the dishes ordered and repeat when they finish. Fill the water gobbet when they finish it upto the half. When they are about to finish the meal examine whether they need anything more. When they order extra then order should be placed in kitchen as a winning order so as to receive it faster. Settle the bill accordingly and wish the guest when he is leaving and also welcome him. The service procedure in the restaurants in the Solitaire: When the guest arrives in the restaurant, he/she is greeted to the time of the day and asked if they have a reservation or not. If yes, they are escorted to a particular table otherwise the guest is allowed to select a table of his own choice. After the guest is seated the menu is presented. Before presenting the menu the guest is asked if he wanted bar menu, snacks menu, or the main course menu. When the guest specifies the type, the menu is presented from the right hand side and the order taken. After taking the order, the KOT is printed. Each captain and steward is given a swipe card that opens the KOT printer, in the kitchen that helps the chef to know the order. The same procedure is followed in the bar. Once the food is ready its kept on the counter for pick up. The steward picks up the food and serves it to the guest. After the guest has finished, clearance is done and the bill presented.

Room Service:
The room service operates 24hrs. The shift of service personnel is 9hrs. There is a captain, a supervisor, and the service staff and apprentice trainee. There is a separate room service menu that is kept in each room in every floor. They also provide a breakfast tag, which is to be hung on the doorknob by the guest. The room service boy that does the night shift by 3am collects these tags. These orders are placed at their respective time and delivered as the time specified by the guest. The room service kitchen is within the coffee shop kitchen where they place their orders too. When they get an order they take second copy of KOT to kitchen and gives it to chef who announces it to the respective kitchen. Then they set the tray that has to be taken to the room. Where dish is ready the dish is placed in the tray with its corresponding accomplishments and supervisor checks the tray after which the boy takes it to the room. The procedure followed The guest calls the room service and places the order. The RSOT (room service order taker) takes the order and writes it in the order book. The order book has name date and room no. After the order is taken, the RSOT prints the KOT. Each section of the kitchen is provided with a back up printer for identification of the order. After the tray is set, the order is picked up and delivered to the rooms. Before the order is picked up it is entered in the control sheet. The control sheet has the time on which the order was picked up and taken to the room. This helps to know the time in which the order was delivered. When he returns ask to fill a register which consists of details regarding the room no, time of receiving the order, time of collecting the order, time of delivering the order and signature with name. The room service boy is given a fresh card everyday where he fills up what duty he does and the rooms that he delivered in and the time he placed the tray in the room and the time he cleared it. The room service department is responsible for placing the fruit basket and

complimentary cookies and brownies in the rooms the requisition of which is made by front office and checked by housekeeping during the evening service. They set the fruit basket in the evening. They also check the complimentary drinks that are provided in the room are they are supposed to refinish it. In case of this hotel the The captain handles the guest complaints. He then checks that the same fault is not repeated again. The captain makes the duty chart. When the order is taken it is noted down in register for further classifications. There is a refrigerator in which beer soft drinks, mineral water and the syrups are stored. The main duty of the room boy when he is free is to set the tray for various purposes. When he sets for a buffet menu he places a B & B place to the bottom left hand corner with a teacup and sauces to the top left corner and sugar bowl filled with sugar sachets and equals. When he sets it for the purpose of lunch as dinner he places aB&B plate to bottom left hand corner with a napkin on top of it and above it will be a toothpick a pair of service cutluries, a joint knife fork and spoon. When the order is taken to the room the only thing the boy has to do is to keep the dish in the tray with its respective accompaniment rest all is set in advance. Some of the accompaniments used are jams, jellies and marmalades, sauces etc.. Placing complementary in the rooms: Everyday the FO gives the VIP list to the room service department, which helps them to know the VIPs in the hotel and also place the complementary in the rooms. The complementary placed includes wine bottle in SolitaireClub rooms. A requisition is made to the pantry, which gives the fruits for the fruit baskets. After the fruit baskets are arranged they are picked up and placed in the respective rooms. The clubrooms are given wine bottles and fruit basket complementary as a management policy. Incase of a VIP

guest the room service manager personally checks the rooms so that there are no complaints. Briefing The room service manager and the captain briefs the stewards before the commencement of each shift. Following points are covered Grooming of the staff. About the VIP in the house. Allotting duties to the staff. Discussing problems if any, asking for suggestions from the staff. Inquiring about difficulties faced. Mise - en - place This is very important because the room service works round the clock. As soon as the trays are cleared the used cutlery, crockery and other things are put in trolley that has five shelves. When the trolley is full it is taken to the dishwashing area. When everything is washed they are brought back wiped and kept in the respective places. Night Shift The nightshift starts from 10 : 00pm. It is night shift where most of the mise en place is done. This is because orders that come during the night are limited. Setting up trays, cutleries, crockery etc. printing out the day sales report and giving it to the front office cashier. Arranging the room service pantry. A room check is done to collect the breakfast cards. After all the cards are collected the orders are entered in the order book and the trays are set up simultaneously. Shift timings First Shift - 7:00 am - 4:00pm Second Shift - 1:00 pm 10:00 am Night Shift 10:00 pm - 7:00 am

BANQUETS:

The banquets is a place where large number of people get together for a party or marriage or some conference etc. The banquet manager heads the banquets. there are two banquets. ,

Types of functions Wedding and wedding receptions Conferences Seminars Board Meetings Work Shops Mocktail Parties Theme Parties Entertainment shows After the initial meeting and booking confirmed the following points are noted: Type of function. Table plan. No. of packs. Operational Aspects Of Solitaire Type of menu. Date. Price per head. Type of service. A choice of menu is offered to the guest. The menu offered includes Indian, Continental and Chinese. Once the booking is confirmed copies are made and are sent to the different depts. of the hotel. Menu Rates The standard price of a menu on a per head basis is Rs. 425 / exclusive of taxes ;these prices will very in accordance to the cuisine ,the number of nonvegetarian items, the type of service etc. The standard menu would include 3 varieties of salads Assorted Indian breads

A Rich dish 4 Vegetarian Dishes 2 Non - vegetarian Dishes 2 varieties of desserts Papad / Pickle / Chutney Curd item

Types of Functions
The usual type of functions held are Wedding and wedding receptions Conferences Seminars Board meetings Work shops Cocktail parties Theme parties Exhibitions Entertainment shows Poof side barbecues Interviews