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Bob James Abreo

Introduction

It gives a great sense of pride to actually believe and say that, ‘everything happens for the best.’ Almost
eight months ago there was an opportunity lost wherein the chance of going to the gulf and pursuing an
internship at the Hilton Resort & Spa in Ras-Al-Khaimah, United Arab Emirates was turned down due to
documentation issues. Nevertheless, the initial choice of pursuing the internship at Vivanta by Taj - Fort
Aguada, Goa was still open. It was tough in the beginning to accept the emotional disturbance of missing
such an opportunity but let us just say once again that, ‘everything happens for the best.’ It was not until
the beginning of the internship that there was a deep realization that this internship was going to be a
journey through all the operational as well as the sub departments and not just a single department as it
would have been in the case of the gulf. This would help in making decisions as per various observations
during the course of time at the hotel.

Therefore, it gives a great pleasure to welcome the reader in the world of true hospitality and to witness
the adventure of an internship at one of the most remarkable of all hotels in Southern Asia, The Vivanta by
Taj - Fort Aguada. It is not the property itself, but the parent company at large that has set a mark in
hospitality in Southern Asia and the world. It’s varied and rich heritage has engulfed many into saying that,
‘you can really feel it with your eyes closed.’ Just the way world class hospitality should be like.

In this report, the reader will get the distinct honor of reading hard sought information about the hotel and
its various features which include rooms, outlets, facilities and work areas. It will also give the reader a
detailed view of the internal part of the hotel which includes the history, departments, hierarchy, schedule,
layout, procedures, interdepartmental relationships, equipment, tasks, observations and attachments as
well as pictures of the Resort.

a. History and growth of the hotel


The Vivanta brand is a contemporary brand under the Taj group of hotels and is expected to change
for good by the end of the coming season all across India and take on the title of Taj Hotels Palaces
Resorts & Safaris. Initially when the brand came into existence in September, 2010, it was regarded
as an architectural exercise similar to its sister project The Gateway Hotels.

‘Vivanta’ is defined as the perfect destination for global travelers and the ‘Bon vivant.’ It is also seen
as the next generation of cutting-edge hospitality. Its main tagline is, ‘An experience that always
inspires your senses. An experience that seeks to redefine the usual. An experience that serves up
the ordinary with a twist. That is Vivanta for you.’

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The upscale category that the brand falls into replicates its very existence but, the private sector
that it is a part of in the Indian Hotels Company Limited is the very reason as to why the brand is
due to be scraped and reverted to the mother brand – Taj Hotels Palaces Resorts & Safaris. It also
reflects on the number of hotels that fell into this category domestically and internationally. The
growth of the hotel was average with a total of 19 hotels under the Vivanta flagship.

But on the whole, Vivanta started out as an experiment to redefine hospitality in Taj through
various observations and therefore, has sincerely succeeded in doing so to improve the standards
as well as the publicity of the company worldwide.

b. A brief description of the hotel that you are training in


Goa, the pearl of the orient. Home to one of the most luxurious 5-Star Deluxe properties in India,
the Vivanta by Taj – Fort Aguada. You can really experience a welcome when it comes to this
property which in 1974, heralding as it did the advent of tourism to Goa, virtually created the major
holiday destination it is today. With Goa being an erstwhile Portuguese colony, the hotel replicates
the heritage, art, culture, wild life, adventure, night life, beaches and others that avid holiday
makers would seek.

The Resort & Spa also offers outlets such as Latitude – the all-day multi cuisine dining restaurant,
Morisco – the traditional Goan specialty restaurant, the Martini Bar – adjoined to Morisco and
serves various beverages by the pool side, IL Camino – serving Southern Italian cuisine at its best in
a fine dining atmosphere, and SFX – the lounge bar that overlooks the Sinquerim Beach and the
Arabian Sea. Not to forget, Jiva Spa which was introduced to the world by Taj and is unlike others.

c. What is Tajness?
The change to ‘Tajness’ was highly anticipated during the start of the internship at the Vivanta by
Taj – Fort Aguada, Goa. The hotel had the distinct honor of being the first to convert from Vivanta
to Taj Hotels Palaces Resorts & Safaris as the rankings for the month of June displayed that the
progress made in sales all over India was topped by the property.

What is ‘Tajness’ you may ask? Tajness is basically the transformation of Vivanta into the mother
brand – Taj Hotels Palaces Resorts & Safaris. Of recent, it has been regarded by hoteliers all over
Asia as the ultimate change from a lower category hotel to the mother brand in the Taj group of
hotels. A title that fits the very definition of royalty and hospitality alike.

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Bob James Abreo
How many F & B outlets are there?

To answer this question, simplification is the key. The F & B outlets are divided into two main categories
namely – Bars and restaurants, and Event venues for banquets. This classification makes it ideal to
understand the following statistics.

a. Bars and restaurants


In the entire property, the total number of Bars and restaurants are five which includes two bars of
which one has been installed recently. The two bars and three restaurants are clustered near the
main pool of the Vivanta by Taj – Fort Aguada. The main outlet from the five is the Latitude which is
the multi cuisine restaurant, next comes the main bar ‘SFX lounge,’ followed by IL Camino the
Italian themed restaurant, Morisco the traditional seafood restaurant and the Martini bar which is
new to the collection. More about these outlets will be mentioned in detail in the chapters to come.

b. Event venues
The Vivanta by Taj – Fort Aguada operates on total of four event venues which are the most
romantic sites in the whole of Goa. They are mentioned in detail below with the facility info and
seating capacity: -
i. Aguada ballroom: Measuring 2,006 square feet, The Aguada Ballroom is a well-appointed,
stylish and energetic banquet hall. Equipped with the latest technology, it is the perfect
place to have some fun!
ii. The Hermitage Centre: A spectacular view of the Arabian Sea. French windows. Organize a
workshop or a creative session at The Hermitage Centre, which has its own private lawn.
iii. Sunset point: This quixotic location next to Bay View Point is just the spot for intimate
gatherings and casual business meetings. Your guests will be delighted with the panoramic
coastal view and invigorating sea breeze.
iv. Bay view: A colossal 10,00,00 square feet space spread across immaculately tended lawns
overlooking the Aguada Bay, this location provides the perfect accommodation in Goa for
wedding receptions and corporate launches.
v. Fish tail: Facing the fort ramparts, our fish-spaced al-fresco venue on landscaped greens is
designed for niche events and fabulous photography.

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Facility Chart of the Event Venues

Seating Chart of the Event Venues

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F & B department structure and hierarchy of staff

a. F & B department structure

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b. F & B department hierarchy

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Duties and responsibilities

a. Operations manager
• Responsible for the operations in all departments.
• Support and work with all Head of Departments in all aspects of running this hotel.
• Ensure the premises are in operative condition as per category of the unit to receive &
serve the guests.
• Randomly inspects the F & B and Kitchen stores to check the stock in hand with the F & B
Manager & Chef.
• The operations manager inspects all departments for SOP implementation.
• He or she also inspects all departments with the respective managers for the cleanliness,
ambience, service readiness, staff grooming & hospitality culture of the hotel.
• Monitor the co-ordination between all departments for smooth & efficient operations.
• Meet all dept. heads to review & train the staff to upkeep the human capital.
• Identifying staff learning needs and assisting with development
• Conduct weekly / Daily meeting with marketing people for enquiry & follow up &
conversion to grow up the business.
• Be on available on call 24 hours a day to resolve any urgent problems on emergencies.

b. F & B manager
• Achievement of budgeted food sales, beverage sales, labor costs and profitability.
• Completion of Customer Follow-up calls on a timely basis.
• Timely analysis of Food & Beverage Prices in relation to competition.
• Participation and input towards F&B Marketing activities.
• Entertainment of potential and existing customers.
• Preparation of Sales Promotions & Mailings.
• Competitive analysis every six months by calling competition and gathering data such as
banquet kits, room rental rates, etc.
• Telemarketing to previous clients to inquire about possible future bookings.
• Development and maintenance of all department control procedures.
• Handle all Food & Beverage inquiries and ensure timely follow up on the same business
day.

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• To co-ordinate with all large group meeting/banquet planners their specific group
requirements with the services & facilities offered. This includes proposals, contracts,
estimated and actual function statements. With banquet or conferences, the Chef is to
be included in food related discussions.
• To confirm all details relative to group functions with meeting/banquet planners.
• Supervision of daily paper flow including Proposals, and Function Contracts.
• Maintenance of Hotel credit policies.
• Directly responsible for large function billings and overseeing medium/small function
billings with particular regard to accuracy and timeliness (48 hours)
• Evaluation forms must accompany all invoices.
• Gather for large events, oversee for medium/small events, guaranteed attendance
numbers. They are required 3 business days in advance of functions.
• Completion of monthly forecast.
• Attendance and participation at weekly F & B meeting and Department Head meeting.
• To assist in menu planning and pricing.
• Development and maintenance of department manual.
• Supervision of weekly payroll input.
• Be available to Hotel Staff at all times in case of emergency.
• Must have a complete knowledge of Fire Procedures.
• All other duties as directed by the General Manager or Assistant General Manager.
• Participation in Manager on Duty shifts as required.
• Assure bar inventory for functions, including opening and closing inventories, accurate
bar summaries and cash deposits are prepared.
• Assure the maintenance of bar control policies.
• Assure completion of requisitions where deemed necessary.
• Assure the completion of weekly schedule and shift duties while: a) maintaining a labor
cost below the maximum of 15%, and b) assuring adequate and consistent.
• Completion of monthly inventory.
• Assure timely completion of function bills.
• Assure the ordering and purchasing of beer, wine, liquor, premix canisters and canned
soft for Food& Beverage and vending.
• Purchasing of purchase requirements of small wares, linens requirements etc.
• Directly responsible for larger groups and overseeing medium and smaller groups.

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• Consistent check of Banquet Food and Beverage quality, Banquet services and pallet
presentation.
• Ensuring that services meet customer specifications.
• Quality of meeting room set-up.
• Liaise on an on-going basis with the Sales Department to ensure all client needs and
requirements will be met.
• Work with the Chef, Assistant Director of Food & Beverage and Food & Beverage
Supervisor to ensure all arrangements and details are dealt with.
• Establish a rapport with groups to ensure guest satisfaction and repeat business.
• Minimize number of customer complaints.
• Ensure a professional attitude and proper business attire when on property, ready to
meet or service a client at any time.
• Staff professional attitude and proper meeting Company appearance and uniform
standards.
• Teamwork-Relations with co-workers and management.
• Quality of Food & Beverage services and department phone handling.
• Meeting with conveners and confirming proper set-up of Function Room at time of
Function while on duty.
• Responsible for staff training and development.
• Ensure all staff have ‘Smart Serve’ certification.
• Personnel selection.
• Proper hiring procedures followed. For management positions, either the HR Manager or
the Asst. General Manager must join the Director of Food & Beverage for all interviews.
For line personnel, the Assistant to the Director of Food & Beverage must be present
with the Food & Beverage Supervisor.
• Proper termination procedures must be followed.
• Department meeting being held monthly. General Manager, Assistant General Manager
and Human Resources Manager to be notified of meetings in a timely fashion.
• High employee retention.
• Personal development and growth.
• Discipline of personnel when required.
• Responsible for overseeing all scheduling within the department.
• Participation towards overall Hotel Maintenance and cleanliness.
• Achieving service that exceeds expectations.
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• Overall maintenance of the operation at a level in keeping with the standards
prescribed.
• Minimize the number of Workmen's Compensation claims.
• Report any deficiencies in equipment and facilities.

c. Assistant F & B manager


• The job of an assistant director will comprise of the following: taking orders from the
director and bring them to the staff.
• Discuss the budget and accordingly plan the inventory, chart menu cards along with their
prices in the approval of the director.
• Supervise over the activities of the staff to get the desired tastes to the likes of the
customers.
• Take the approval of the directors in case of large orders like organizing of parties and
marriage banquets.
• Oversee the duties carried out on day to day basis; provide the inventory and funds
required on need.
• Watch over the paper work done while noting down day to day expenses, direct the staff
to record the daily expenses incurred.
• Arrange meetings on daily basis to speak about the desirable changes in the interest of
the staff to ensure smooth functioning of the orders.
• In a nutshell the assistant director will be responsible to handle the inside matters to
enhance the image of the hotel industry in the satisfaction of the consumers.

d. Sectional managers
i. Restaurant manager
• Accomplishes restaurant human resource objectives by recruiting, selecting, orienting,
training, assigning, scheduling, coaching, counselling, and disciplining employees;
communicating job expectations; planning, monitoring, appraising, and reviewing job
contributions; planning and reviewing compensation actions; enforcing policies and
procedures.

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• Achieves restaurant operational objectives by contributing information and
recommendations to strategic plans and reviews; preparing and completing action plans;
implementing production, productivity, quality, and customer-service standards;
resolving problems; completing audits; identifying trends; determining system
improvements; implementing change.
• Meets restaurant financial objectives by forecasting requirements; preparing an annual
budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Plans menus by consulting with chefs; estimates food costs and profits; adjusts menus.
• Controls costs by reviewing portion control and quantities of preparation; minimizing
waste; ensuring high quality of preparation.
• Avoids legal challenges by conforming to the regulations of the alcoholic beverage
commission.
• Maximizes bar profitability by ensuring portion control; monitoring accuracy of charges.
• Publicizes the restaurant by designing and placing advertisements; inviting food editors
to review the restaurant; contacting local, regional, and national magazines with feature
ideas; encouraging local businesses to hold social events at the restaurant.
• Maintains safe, secure, and healthy environment by establishing, following, and
enforcing sanitation standards and procedures; complying with legal regulations;
securing revenues; developing and implementing disaster plans; maintaining security
and sprinkler systems; maintaining parking lot and walkways.
• Maintains ambiance by controlling lighting, background music, linen service, glassware,
dinnerware, and utensil quality and placement; monitoring food presentation and
service.
• Updates job knowledge by participating in educational opportunities; reading
professional publications; maintaining personal networks; participating in professional
organizations.
• Enhances department and organization reputation by accepting ownership for
accomplishing new and different requests; exploring opportunities to add value to job
accomplishments.

ii. In-room dining manager


• Oversee all aspects of the daily operation of the hotel’s Room Service operation.
• Supervise all Room Service personnel.
• Respond to guest complaints in a timely manner.
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• Work with other F&B managers and keep them informed of F&B issues as they arise.
• Organize all documentation for shift work on a daily basis including pre-shift reports,
daily training topics, shift floor plan, requisitions for beverage, food and sundries and
manage labor on a daily basis through the time management system.
• Ensure all staff are meeting all established standards of service through ongoing and
recurrent training system.
• Monitor and test service skills of staff, retrain and reinforce all standards on food and
quality and service details daily. Provide feedback and appraisals as necessary.
• Coordinate and monitor all phases of Loss Prevention in the Room Service operation.
• Ensure compliance with In Room dining SOP’s.
• Ensure the training of department heads and employees on SOP’s, report preparation
and technical job tasks
• Monitor and supervise the mini-bar department.
• Ensure effective communications between each shifts.
• Supervise the room service area in order to attract, retain, and motivate the employees.
• Ensure optimal level of service, quality, and hospitality are provided to guest.
• Regularly review house counts, forecast and VIP list and maintain the confidentiality of
the hotel and its guests
• Ensure the timeliness and accuracy of the amenity set-up and delivery.
• Ensure compliance with all local liquor laws, and health and sanitation regulations.
• Ensure that Hospitality Suites are being set-up, serviced and broken down in a timely
manner and according to instructions
• Ensure all staff are meeting all established standards of service.
• Monitor and maintain cleanliness of In-Room Dining areas and work areas
• Plan and conduct meetings for outlets on a monthly basis to ensure staff is correctly
communicated with and that staff are consistently trained and well-motivated. Attend
interdepartmental meetings to ensure good cross communication between
departments.
• Assist in the development of marketing initiatives, menu items, and other items to
stimulate growth in sales for each outlet and a variety of latest market developments.
• Be aware of and assist to control current budgeted and forecasted revenues, payroll, and
product costs.
• Ensure all current Accounting and Human Resources policies are being adhered to.
Report any issues or grievances to the Director of Restaurants and or Human Resources.
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• Assist in maintaining all Micros programming for food and beverage outlets.
• Perform any other reasonable duties as required and directed.
• Must be able to effectively communicate both verbally and written, with all level of
employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by
employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous
and service-oriented manner.
• Maintain regular attendance in compliance with the hotel Standards, as required by
scheduling, which will vary according to the needs of the hotel.
• Employees must at all times be attentive, friendly, helpful and courteous to all guests,
managers and fellow employees
• Prepare and submit required reports in a timely manner.

iii. Beverage manager


• Maintain complete knowledge of and comply with all departmental policies/service
procedures/standards.
• Maintain complete knowledge and strictly abide by state liquor regulations, particularly
those prohibiting service to minors, intoxicated persons and drunk driving.
• Be familiar with all hotel services/features and local attractions/activities to respond to
guest inquiries accurately.
• Inspect all aspects of the outlet environment ensuring compliance with standards of
cleanliness and order and direct respective personnel to rectify deficiencies immediately.
• Inspect quality and amounts of garnishes, ensuring agreement to departmental
standards
• Anticipate guest's needs, respond promptly and acknowledge all guests, however busy
and whatever time of day.
• Resolve guest complaints, ensuring guest satisfaction.
• Ensure that transfer slips and spill sheets are filled out and distributed in accordance
with departmental standards.
• Ensure that each liquor bottle ordered is backed up by an exchange of an empty bottle
of same liquor.
• Monitor Happy Hour set-up and service, ensuring agreement to Hotel standards.
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• Responsibility for the creation of cocktail menus and Update menu changes on the Point
of sale (POS) terminal.
• Development and implementation of new international trends to set exceedingly
expected standards within the industry
• Implement and ensure the Company Health, Hygiene & Safety Policy is met at all times.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Coordinate music tapes and entertainment, ensuring correct volume and
appropriateness to clientele.
• Establish par levels for supplies, liquor, beer, wine and equipment. Complete requisitions
to replenish shortages or additional items needed for the anticipated business.
• Responsibility for all beverage purchases, inventories and stock levels within the
operation.
• Regularly check storage areas for proper supplies, organization and cleanliness.
• Review sales and beverage costs for previous day; resolve discrepancies with
Accounting. Track actual against budget.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's
business.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for
service; rectify deficiencies with respective personnel.
• Prepare weekly work schedules in accordance with staffing guidelines and labor
forecasts. Adjust schedules throughout the week to meet the business demands.
• Ensure that staff report to work as scheduled. Document any late or absent employees.

iv. Banquet manager


• Achievement of budgeted food sales, beverage sales and labor costs.
• Achieve maximum profitability and over-all success by controlling costs and quality of
service.
• Participation and input towards F & B Marketing activities.
• Control of Banquet china, cutlery, glassware, linen and equipment.
• Completion of function delivery sheets in an accurate and timely fashion.
• Help in preparation of forecast and actual budget function sheets.
• Completion of forecast and actual budget function sheets, Function Summary Sheets and
weekly payroll input.
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• Completion of weekly schedules. Schedule staff as necessary to ensure adequate and
consistent levels of service.
• To supervise and co-ordinate daily operation of meeting/banquet set-ups and service.
• Completion of Banquet bar requisitions.
• Maintaining the Hotel Bar control policies and completion of necessary forms.
• Following of proper purchasing and requisitioning procedures.
• Maintain records for inventory, labor cost, food cost, etc.
• Follow-up each function by completing a Function Critique and submit to the Sales &
Food and Beverage Manager.
• Attendance and participation of weekly F & B meeting and Department Head meeting.
• To assist in menu planning and pricing.
• Development and maintenance of all department control procedures.
• Development and maintenance of department manual.
• Supervision of weekly payroll input.
• Provides function employee list and hours for gratuities distribution.
• Provides labor costing information for Function Statements.
• Supervision of weekly schedules. Schedule staff as necessary to ensure adequate and
consistent levels of service
• Supervision of Banquet Bar Requisitions.16.Responsible for Hotel Bar control policies
and completion of necessary forms.
• Following of proper purchasing and requisitioning procedures.
• Be available to Hotel Staff at all times by pager.
• Consistent check of Banquet Food and Beverage quality, Banquet services and Plate
presentation.
• Ensuring that services meet customer specifications.
• Quality of meeting room set-up.
• Liaise on an on-going basis with the Food and Beverage Manager to ensure all client
needs and requirements will be met.
• Work with the Chef and Head Server to ensure all arrangements and details are dealt
with.
• Greet the customer upon arrival.
• Provide quick service for last minute changes.
• Check Food & Beverage or coffee Break schedule if applicable.

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• Dealing with customer complaints.
• Staff attitude and appearance.
• Teamwork/Relations with co-workers and management.
• Staff is properly trained.
• Inspection of Meeting Room prior to guest arrival ensuring that client specifications have
been met.
• Co-ordinate the general housekeeping of the Ballroom, Lower Lobby, Lower public
washrooms, kitchen, storage areas, entrance areas, etc.
• Participation towards overall Hotel Maintenance and cleanliness.
• Effective communication skills.
• Staff training and development.
• Department meeting being held monthly.
• Personal development and growth.
• Discipline of Personnel when required.

e. Executives
• To be proficient in the History of the Specialty Outlets and act as an ambassador to it.
• To supervise a station and ensure that standards are maintained at all times.
• To personally coach, train and develop the F & B service team to ensure good food and
beverage knowledge, perfect Sequence of service delivery and our values.
• To ensure the smooth preparation of the restaurant side-stations, mise-en-place and
table set-ups as per outlets and Vivanta standards.
• To continuously collect feedback from guests and report it back to the management.
• Work in close cooperation with the Kitchen and stewarding as well as the outlet Cashiers
to ensure a smooth running operation.
• Ensure the proper appearance and grooming of assigned colleagues.
• Handle the welcome of arriving guests and their seating through the Restaurant hostess
and take over, if he or she is not available.
• Maintain a professional and friendly relationship with the Outlet patrons to ensure their
well-being.
• Well versed and knowledge in the outlet’s menu, promotional activities and other
relevant issues concerning the outlets and the hotel.
• Contribute to meet and maximize the monthly revenue budget for the respective outlet.

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• Operate in a safe and environmentally friendly way to protect guests’ and colleagues’
health and safety, as well as protect and conserve the environment.
• Comply with the hotel environmental, health and safety policies and procedures
• To Handle special dietary requirements in a professional way and keep both Kitchen
sous-chef and manager informed.
• To report any issue within the outlets to Housekeeping, Engineering or Security
depending on its nature.
• To handle in a professional way wine that is rejected or corked and hand-over the same
to the Restaurant manager.
• To handle a loud, intoxicated or abusive guest.
• To assist a guest or colleague that is feeling unwell.
• Operate in a safe and environmentally friendly way to protect guests’ and colleagues’
health and safety, as well as protect and conserve the environment.
• Comply with the hotel environmental, health and safety policies and procedures.

f. Associates
• To prepare and carry out food and beverage service to guests in a courteous and
efficient manner.
• This includes offering table service to guests, regularly checking the floor; this includes
all lounges, the gardens and the spa. This will also include preparing and delivering room
service trays as and when required.
• To assist in the preparation of mise en place for service as required, in accordance with
the required hotel standards.
• To keep back of house, restaurants, lounge areas and gardens tidy at all times and to
regularly clean all associated equipment.
• Mix ingredients to prepare cocktails and other drinks for guest and Wash utensils after
each use.
• Pour all drinks to the recommended legal standard (correct measure) in the appropriate
glassware.
• Check identification of customers to make sure they meet age requirements for
purchase of alcohol.
• Clean up restaurant, lounge and garden tables after customers and clean with
appropriate chemicals.
• To notify the Restaurant manager if you observe a particular item of stock is running low.
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• To attend training sessions and courses and to assist with the ‘on-the-job’ training of
new staff, as required.
• To handle minor complaints in a professional and courteous manner and to provide
appropriate solutions.
• To immediately inform the Restaurant manager of all cases.
• To forward solutions and suggestions to eradicate complaints and other comments from
guests to the Restaurant manager.
• To ensure that all food & beverage items served at a quality and recorded in an
appropriate manner in order that guests may be charged, and to operate a cash bar as
and when required.
• To display professional salesmanship and positive sales techniques at all times.
• To read all relevant company literature, notices and other correspondence and to
regularly observe hotel and departmental notice-boards.
• To uphold good housekeeping practices, ensuring a safe, clean, tidy and pleasant
working environment.
• To ensure the proper care and security of guest items, hotel equipment, stock, furniture
and fixtures, reporting malfunction or theft to the Restaurant Manager, immediately,
and in the case of all maintenance issues, record it in the maintenance book, which is
found in reception.
• To assist in keeping operating costs to a minimum by efficient and responsible use of
resources such as electricity, water, linen, stationery, cleaning materials, china,
glassware, silver and other equipment.
• To comply with all hotel and company policies and procedures.
• To comply with statutory requirements regarding the work place such as employment
law, health and safety, hygiene, fire prevention, etc.
• To be responsible, whilst liaising with the Restaurant manager, for your own
development.
• To carry out any other reasonable duty to assist in the smooth running of the hotel.

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F & B outlets

A mere continuation of the above topic on the number of outlets in the property, this topic deals with the
various outlets in terms of Bars and restaurants in detail as promised. While reading this information, the
reader must keep in mind that the following may contain brief information in certain parts due to the fact
that the training was commenced in the In-room dining section of the F & B department. The two bars and
three restaurants are given below: -

a. Latitude multi cuisine restaurant


All-day Delicious. You don’t step out to dine; you step-in to gain an experience. Latitude spoils you
for choice by offering you a fascinating range of Continental, Oriental, Goan and North Indian
cuisine. The look at one of the best seaside restaurants in Goa is chic; the vibe informal, splashes of
color, trendy furnishings and artistic food presentations set the tone as soon as you enter. This
trendy restaurant is built with elements of the sea. A vibrant interactive kitchen and an elaborate
buffet spread to create a special dining experience. The horseshoe-shaped wooden deck seating is
delightful. Feel the open air here, with the eclectic Latitude on one side and the pool overlooking
the Arabian Sea on the other side. Sit back and relish a menu specially designed by our chefs, at one
of the best all-day restaurants in Goa!
i. Name of the F & B outlet and its significance: The name is ‘Latitude Multi-cuisine Restaurant’
and its significance is that the name is standard signature for all Vivanta hotels in India and
around the world. The reason for this is that Vivanta believes in delivering the same service
without differentiation so that the customer feels at home and has that moment of
recognition.

ii. Name of the manager in-charge: The Restaurant manager in-charge is Mr. Ninad Chimote
and the trainees have to report to him before starting shift.

iii. The total number of covers: The total number of covers at the Latitude amount to 120 plus
additional for physically disabled guests or babies in terms of baby cot.

iv. The average cost for two covers: The average cost for two cover is Rs. 2000/- + taxes.

v. The type of cuisine it caters and signature dish: The restaurant is a multi-cuisine restaurant
and is specialized in Continental, Indian, Goan, Oriental, and so on.

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But, if there were two dishes that come up to the Taj standards as signatures, they would be
the mouthwatering Chicken Cafreal or Prawn Karwari.

vi. Type of service used: The type of service includes ‘Platter service’ due to A la carte and Table
D’hôtel orders. The service is also helpful in buffet service as the guest may want a refill and
therefore, an Associate can help him by serving a pre-arranged choice of items needed. It
also includes a daily breakfast buffet, lunch buffet and themed dinner buffet which
inculcates a sense of self-service in the guest.

vii. The type of furniture used: The type of furniture used depends on the style of the
restaurant. Since Latitude has an upbeat feel to it or one could say a millennial feel to it, the
restaurant is filled with curved upholstered furniture, except for the tables, which helps the
guest feel relaxed while he dines at one of the best multi cuisine restaurants in Goa. The
shape of the furniture also adds to the look and therefore, to accompany the wavy chairs,
the tables are a definition of the word ‘superb’ as they are round for better maneuverability.
The Latitude also has square tables in the mid-section for the upholstered sofas situated in
the middle of the restaurant. They are also white on the surface and well-polished s that the
guest can enjoy the colors of the dish and the fine presentation that marks a masterpiece
from the Chef’s perspective.

viii. Operational hours: The operational hours of the outlet is the most compared to the other
four outlets in the property and is advantageous to the hotel in terms of availability to eat.
The stated operational hours are from 07:30 a.m. to 11:30 p.m.

ix. Location of the outlet in the property and the ambience: The Latitude is situated in the most
convenient place possible in the hotel premises considering the fact that it is also easily
accessible from the back area as well. Being the signature restaurant of the brand, Latitude
portrays the qualities which are expected from it and that speaks for itself by immediately
finding it to the left hand side while coming down the staircase from the Front Office. It is
neighboring two other outlets namely IL Camino to the east and SFX to the west. Another
feature to note is that the restaurant offers a sea view of the Arabian Sea while dining on
the pool deck section. And during monsoons, the perfect ambience of the sea based design
within the restaurant mesmerizes the customer.

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Bob James Abreo
A lot of seashell shaped glass décor is present and a rustic feeling lurks in the background as
you suddenly remember that you are dining within a Fort of the ancient Portuguese times.
Apart from the décor, the lighting is set to a mid-level for a pleasant feel and the fragrance
from the fresh seasonal flowers on every table fills the cool AC breeze.

x. Cover setup layout: The cover setup of each outlet is always unique amongst other features
that are noticed first by the guest. But when it comes to the Taj standards, the subjected
cover setup remains constant for any occasion or service. The cover setup include a side
plate or BNB plate along with a large fork, knife and spoon. The fork placed on the left hand
side of the cover and the latter two placed on the right hand side. A blue signature napkin is
placed in a shoe fold in the center and all this is supported by a place mat made from jute. In
the center of the table, a vase with seasonal exotic flowers are arranged and the salt and
pepper cruets are placed both sides of the vase. The only thing that varies though is the type
of glass that is placed with the cover. The following is an illustration: -

b. IL Camino Italian themed restaurant


Bon Appetit! All Italian. If that’s what you want, this is the place. The illumination, the paintings on
the wall and the chimney in the center of the restaurant add to the rustic charm. IL Camino means
‘The Chimney’ in Italian. The circular shape of the restaurant gives it an easy flowing feel. Adding to
the latest innovations is the open show kitchen where a large pizza oven bakes delightful thin crust
pizzas. The Italian spread at one of the best Italian restaurants in Goa features an array of antipasti,
soups and mains. The restaurant has large French windows overlooking the Arabian Sea. The best
part about it, reservations can be booked at the Front Desk for private dining outside the restaurant
for an open air feel as you gaze upon a moonlit-starry night while you listen to the waves and feel
the breeze of the mesmerizing Arabian Sea.

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Food & Beverage
i. Name of the F & B outlet and its significance: The name is ‘IL Camino Italian Themed
Restaurant’ and its significance is that ‘IL Camino’ in Italian translates to ‘The Chimney’ and
due to this, the restaurant has been shaped in the form of a house with chimney in the
middle. The chimney in this case is the large pizza oven that serves delicious hot pizzas to
guest wanting them.

ii. Name of the manager in-charge: The Restaurant manager in-charge is Mr. Mandar
Paranjape and the trainees have to report to him before starting shift.

iii. The total number of covers: The total number of covers at the IL Camino amount to 54 plus
additional for physically disabled guests or babies in terms of baby cot.

iv. The average cost for two covers: The average cost for two cover is Rs. 3000/- + taxes.

v. The type of cuisine it caters and signature dish: The restaurant is an Italian restaurant and is
specialized in both North Italian and South Italian. With dishes ranging from Napolitano from
the north to Carbonara in the south. But, if there were a few dishes to call signatures those
would be Pollo Castellena, Ravioli di Cipollee, Porcini Ravioli of Caramelized Onion and
Porcini with Mascarpone.

vi. Type of service used: The type of service includes ‘Platter service’ and ‘Silver service’ for ‘A la
Carte’ orders. Since the restaurant is themed and follows a hint of fine dining in it, the
restaurant focusses on the above two a lot especially the ‘Platter service.’ A second helping
may usually be ‘Silver service’ offered by an Associate to the guest.

vii. The type of furniture used: The type of furniture used depends on the style of the
restaurant. Since IL Camino is a themed Italian restaurant and literally means ‘The Chimney,’
a rustic vibe matches the old furnished chairs with upholstered olden day cushions and
antique tables originating from the founding of the property in the 1970s. The re-
conditioned furniture which is varnished is square in shape and portrays a much more retro
vibe.

viii. Operational hours: The operational hours of this outlet is constrained compared to the rest
and therefore, portrays itself as it is supposed to – a fine dining themed restaurant. The
stated operational hours are from 07:30 p.m. to 10:30 p.m.
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Bob James Abreo

ix. Location of the outlet in the property and the ambience: The IL Camino is neighboring
Latitude to the west and Morisco to its east and has a fantastic rustic charm about the
ambience mixing with the sea view. It is like dining in your own homely atmosphere as you
gaze upon the mysteries of the Arabian Sea. The IL Camino also sets a candle light dinner on
many occasions and conducts private dining.

x. Cover setup layout: The cover setup of each outlet is always unique amongst other features
that are noticed first by the guest. But when it comes to the Taj standards, the subjected
cover setup remains constant for any occasion or service. The cover setup include a side
plate or BNB plate along with a large fork, knife and spoon. The fork placed on the left hand
side of the cover and the latter two placed on the right hand side. A blue signature napkin is
placed in a shoe fold in the center and all this is supported by a place mat made from jute. In
the center of the table, a vase with seasonal exotic flowers are arranged and the salt and
pepper cruets are placed both sides of the vase. The only thing that varies though is the type
of glass that is placed with the cover. The following is an illustration: -

c. Morisco traditional seafood restaurant


Morisco has fresh written all over it! This elegant grill, overlooking the Candolim-Calangute-Baga
beach stretch, serves fresh seafood. Our Chefs offer the finest preparations from continental and
Goan cuisine. You will be spoilt for choice! The live interactive kitchen works wonders with the
freshest seafood. Try resisting the tiger prawns and lobsters. Come, experience seafood like never
before.
i. Name of the F & B outlet and its significance: The name is ‘Morisco Traditional Seafood
Restaurant’ and its significance is that ‘Morisco’ was a Goan-Portuguese traveler in the
Portuguese times that said to have been forgotten.

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Food & Beverage
Surviving as mere folklore, he is said to have been an amazing Chef and would use a lot of
the ingredients seen in today’s Goa cuisine.

ii. Name of the manager in-charge: The Restaurant manager in-charge is Mr. Partha Datta and
the trainees have to report to him before starting shift.

iii. The total number of covers: The total number of covers at the IL Camino amount to 24 plus
additional for physically disabled guests or babies in terms of baby cot.

iv. The average cost for two covers: The average cost for two cover is Rs. 3500/- + taxes.

v. The type of cuisine it caters and signature dish: The restaurant is a traditional Seafood
restaurant is specialized in that field. It can cook up anything to do with fish, prawns, crabs,
lobsters, etc. But, if it is two dishes that are signature to the outlet they are Tempura Fried
King Prawns and Goan Morso Grill.

vi. Type of service used: The type of service includes ‘Platter service’ and ‘Silver service’ for ‘A la
Carte’ orders. Since the restaurant is themed and follows a hint of fine dining in it, the
restaurant focusses on the above two a lot especially the ‘Platter service.’ A second helping
may usually be ‘Silver service’ offered by an Associate to the guest.

vii. The type of furniture used: The type of furniture used depends on the style of the
restaurant. Since Morisco is traditional, traditional home furniture in Goan houses has been
used for chairs and the tables are small squared in shape for maneuverability of service and
guest friendly too. The tables are too, homely and expressive in terms of Goan-Portuguese
architecture.

viii. Operational hours: The operational hours of this outlet is quite fair with the guest timings
considering the fact that it have a bar attached too. The stated operational hours are from
07:30 p.m. to 10:30 p.m.

ix. Location of the outlet in the property and the ambience: The Morisco is blessed with the
beach view and one can see the Arabian Sea in the background. The activities on the beach,
sea breeze, fishing activities, watersports, sound of waves and sea smell add to the charm
and ambience of the fisherman themed restaurant.
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Bob James Abreo

x. Cover setup layout: The cover setup of each outlet is always unique amongst other features
that are noticed first by the guest. But when it comes to the Taj standards, the subjected
cover setup remains constant for any occasion or service. The cover setup include a side
plate or BNB plate along with a large fork, knife and spoon. The fork placed on the left hand
side of the cover and the latter two placed on the right hand side. A blue signature napkin is
placed in a shoe fold in the center and all this is supported by a place mat made from jute. In
the center of the table, a vase with seasonal exotic flowers are arranged and the salt and
pepper cruets are placed both sides of the vase. The only thing that varies though is the type
of glass that is placed with the cover. The following is an illustration: -

d. SFX lounge bar


The lounge bar by the sea serves a variety of snacks and fast food. It also serves a vast array of
beverages which include cocktails and mocktails which complement the environment adding to the
fact that you’re close to the beach. There are also live chaat counters setup in the evenings for
guest to watch the magic of the Indian streets wherein a package of Rs. 400/- gets you a satisfying
platter of various kinds of ‘chaat’ as well as two cups of ‘chai’ complementary.
t Desk for private dining outside the restaurant for an open air feel as you gaze upon a moonlit-
starry night while you listen to the waves and feel the breeze of the mesmerizing Arabian Sea.
i. Name of the F & B outlet and its significance: The name is ‘SFX Sea Lounge Bar’ and signifies
the abbreviation for St. Francis Xavier, a Roman Catholic Saint whose remains are in the
Basilica of Bom Jesus, Old Goa and regarded as ‘Goencho Saib’ by Christians and Hindus a
like all over Goa. As an authentic bar on the Goan shores, nothing else fits the title that this
bar has.

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Food & Beverage
ii. Name of the manager in-charge: The Restaurant manager in-charge is Mr. Francis Rodrigues
and the trainees have to report to him before starting shift.

iii. The total number of covers: The total number of covers at the SFX amount to 72 which
includes the pool decks that the outlet caters too.

iv. The average cost for two covers: The average cost for two cover is Rs. 2000/- + taxes.

v. The type of cuisine it caters and signature dish: The bar is specialized in beverages of all
types, may it be alcoholic or non-alcoholic in nature. But, the bar also prefers to have
seafood snack as a part of their menu and therefore have a signature dish of their own. The
Prawns Cocktail.

vi. Type of service used: The type of service includes ‘Platter service’ and for ‘A la Carte’ orders.
Since it is bar and snack outlet, SFX also has a normal beverage service protocol that is
followed.

vii. The type of furniture used: The type of furniture used depends on the style of the
restaurant. Since SFX is a lounge, the furniture is unique. Lazy chairs are setup on the top
deck while sofas are setup in the lower deck. Each chair has a side table for the drinks or
snacks. The side table is setup with serviettes and coasters.

viii. Operational hours: The operational hours of this outlet is more or less the closest to that of
the Latitude and is proud to hold its place as the second best outlet at the Taj Fort – Aguada.
The stated operational hours are from 11:00 a.m. to 11:30 p.m.

ix. Location of the outlet in the property and the ambience: The SFX is blessed with an eternal
view of the sunset during evenings where one can sip on a drink and watch the beautiful
waves smash on the rocks below while one feels the sea breeze and the smell of sea air. The
sea view is also intense as there is a lot of activity that goes on in the Arabian Sea like
watersports, etc.

x. Cover setup layout: The cover setup of each outlet is always unique amongst other features
that are noticed first by the guest. But when it comes to the Taj standards, the subjected
cover setup remains constant for any occasion or service.
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Bob James Abreo

The cover setup include a side plate or BNB plate along with a large fork, knife and spoon.
The fork placed on the left hand side of the cover and the latter two placed on the right
hand side. A blue signature napkin is placed in a shoe fold in the center and all this is
supported by a place mat made from jute. In the center of the table, a vase with seasonal
exotic flowers are arranged and the salt and pepper cruets are placed both sides of the vase.
The only thing that varies though is the type of glass that is placed with the cover. The
following is an illustration: -

e. Martini bar
The specialty bar, serves a large selection of wines, spirits, beers, cocktails and snacks. It is attached
to Morisco, and enjoys a view of the sea and the pool. It was also a privilege when the training
commenced that there was a live demonstration for cocktails and mocktails. Learning how to
complement various beverages with each other and therefore, understanding how to blend them
was superb. The overall experience at the bar is worthwhile as you have skilled professionals
performing bar stunts while preparing your refreshment.

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Food & Beverage
Buffets

a. Service
The type of service provided by the F & B in these circumstances are fast and efficient ones. As per
observations the number of tasks are ‘three’ in a Buffet environment. The three are mentioned
below: -
i. Self-service: The self-service system has its strong points and week points in the hotel
industry. The weak point is mentioned in the next. Talking about the strong point, he self-
service system skips the fact that an Associate has to serve the guest directly to his or her
table. The work that is present is limited to just explaining to the guest which item is which.

ii. Refill with ‘platter service’: Refilling a guest plate with the required item might be risky with
the fact that item might not be appreciated by the guest. Therefore, a new plate is always
served upon with the desired item and is served with the clearance of the first plate. This
can become a tremendous task depending on the cover occupied in your respective station.

iii. Clearance of soiled dishes with tray system: The tray system has really been a huge
advantage in the way the F & B functions and can take heavy loads all at once. The clearance
becomes much easier due to this system. The tray is situated on each station and is manned
by a Trainee. When the tray is filed, the duty of a trainee is to clear the tray in the back area
wash-up and while returning collect whatever crockery and cutlery are available.

b. Restaurant décor
The restaurant décor at the Vivanta by Taj is the most unique. This statement owes the fact to the
hard working F & B team that makes sure that the guest experiences the theme to the ultimate.
Props are found for the restaurant, lighting is set to the desired environment chosen, and F & B staff
props may include just a head dress to make things formal.

c. Buffet equipment
The equipment used in a buffet at the Taj may include the following: -
• Chaffing dishes
• Deli tickets and labels
• Ice cream machine
• Table stands and other placements
• Soup tureens
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Bob James Abreo
• Table skirts and clips
• Cake stand
• Induction counter for warming
• Display trays (foldable)
• Buffet dishes or chinaware
• Fuel
• Cereal dispensers
• Milk and juice dispensers
• Ladles and tongs

d. Counter layout
The counter layout is in a U-shape and is easily accessible from all sides. The following layout shows
the counter areas in the Latitude: -

In the above picture, there are three counters present. The first which is to the west and is called
the west counter mainly deals with breakfast dispensers for juice and milk, cereal dispensers and
desserts for Lunch and Dinner. The Main counter deals with the main-course of the buffet and is
powered by a counter made with in-built induction technology. These dishes are some of the
signatures of the main buffet theme too. Last but not least, the counter to the east is filled with
items from the Bakery and Garde manger which include breads, pastries and cold cuts.

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Food & Beverage
Service accompaniments

a. Pre-packed supplies
The pre-packed mix of things can include products ranging from breakfast items to dinner items.
This includes preserves, jams, sauces and sachets. The list is as follows: -
i. Honey, Jams and other preserves: The Vivanta by Taj has signed a deal with various
companies since its start in 2010. But, there is one supplier that is still lying strong compared
to others that have come and gone. That company is Bonne Maman. Bonne Maman
produces mini jars for breakfast service like strawberry preserve, marmalade, honey and
others.

ii. Sauces: These are used to serve guest sandwiches or burgers in the IRD side of things. The
two sauces include tomato and mustard. Both are signed in from ‘Heinz.’ Taj believes in one
company when it comes to sauces and that is the German based ‘Heinz’ that has been
crafting readymade sauces for ages.

iii. Sugar sachets: There are three types of which one is a separate company in the form of
‘Natural’ – the sugar free company for those guest who are weight conscious. For those
wanting white or demerara, Vivanta have their signature sachets with the brand logo and
are served in every outlet. Not to forget the fact that the partners in manufacturing the pre-
packed sugar wonder is ‘MB International.’

iv. Other sachets: With a new trend in the hospitality, one can see salt and pepper cruets
disappear in the near future. The reason? Salt and pepper sachets are being used which
guarantees dry results. With the cruet, one of the main problems is to main their moisture
level or the product may become solidified but, with the sachet technology one can
ascertain the facts.

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Bob James Abreo
b. Propriety products
Propriety products have been in the business for many years and will continue to do so as they add
a twist to the F & B department by making paring a lot more easy and interesting. The list of the
product used at the Vivanta by Taj – Fort Aguada is given below: -
• Worcestershire sauce
• Tabasco sauce
• HB sauce
• Barbecue sauce
• Dijon mustard
• Chocolate sauce
• Maple syrup
• Olive oil
• Soya sauce
• Chili vinegar
• Pickles

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Food & Beverage
Procedures and functions performed during service

During the course of training in the F & B department, the In-room dining was a home like no other. It was
the very definition of work and passion put together. Though the work was intense as it is quite different to
serving at an F & B outlet due to the amount of distance one covers around the property. Especially when
the hotel has accommodations that include villas and cottages which are situated away from the main
building. Apart from the IRD, the Latitude was also home. It was a great observing factor in service and
being there for three weeks continuous night shift in IRD, one can learn a lot about breaking the working
time barrier. Not only time but, also the kind of work difference in room service and restaurant. Therefore,
the following is the daily procedures and functions followed by the staff in the F & B field.

a. Briefing and debriefing


It is important to remember that the very first task in one’s daily schedule is to attend the daily
briefing. The daily briefing enhances one’s knowledge on the current department and helps him or
her handle situations with ease and care at the same time if encountered. The briefing is given by
either the Restaurant manager or the other Sectional managers depending on the F & B outlet. The
briefing can also be given by an executive or an associate but, he or she should be briefed by the
hire-up first and then allowed to brief the rest. Another interesting pointer in briefings is the liberty
to ask questions to the Restaurant manager or In-charge. Without questions to task the managers,
there can never be enough knowledge to be grasped. Therefore, briefing can answer those
questions that are not easily available online as they are experience based. Last but not least,
briefings mostly take place in the F & B department during breaks since the department is a rush
department and has non-stop work during breakfast, lunch or dinner. So, the most ideal time to
have a briefing would be just before Dinner service can begin.

The same goes in the case of debriefing but, a slight twist to the above. Debriefing is mostly given to
those employees who are about to end shift and focuses more on the mistakes made during the
shift and how to find a reasonable solution to them. It also gives chance for an employee to shine in
terms of praises for hard work done for the day. Debriefing is also carried out by Sectional
managers but unlike briefings, they are held on a flexible time as no one is ascertained when a shift
ends in the hospitality industry!

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Bob James Abreo
b. Table reservation procedure
Reserving a table at one of the F & B outlets at the Vivanta by Taj – Fort Aguada is quite easy. One
can reserve a table or cover via the extension of 5031 from the guest room telephone. This
extension connects one to the Restaurant hostess who keeps a track of the guest list in the main
restaurant at the Vivanta namely – Latitude. The Restaurant hostess in turn can setup a reservation
at the preferred outlet and the guest is personally escorted to the restaurant.

Another way one can book a table is through the Front Desk. If the guest is confused with the
extension list, the Front Desk can be contacted through the extension 41 which calls up the Duty
manager who personally assists the guests with every requirement in the property. For visiting
guest, a reservation can be made on the spot (which can be risky due to unannounced arrival and
due to the guest reservations list and their timings) or through foodie websites for a confirmed
table. Sites like dine-out, zomato, etc. No matter what the circumstance though, the in-house guest
get first preference.

c. Order taking procedure


Order taking is quite fun for those learning but, can be risky since it is mechanized with the POS
system present in every F & B outlet. PMS POS Gold is the system that allows the Executive and
Associates to deal with guest in a much tension free environment as the KOT system would be time
consuming. But believe or not, the POS system is actually a modern version of the KOT system with
everything connected through LAN.

First, the F & B personnel taps the table number on screen and has to give his or her name in the
waiter’s log. Only then can he or she access the KOT log which allows you to insert items that are
pre fed by the IT department according to the menu in the outlet you are in. Once the KOT is
punched, the KOT gets printed at the callers counter in the kitchen outlets near the restaurant. The
concerned kitchen will get the preparation ready and within minutes, it will be served to the guest.
But, it is important to note that only the Sectional managers and hire-ups have accounts on the POS
software so that security measures can be taken also for tracking purpose.

d. Unique selling procedure


Unique selling procedures are nothing more but the suggestive selling strategies that F & B
professionals and amateurs can try out with guest at an outlet. This all depends on the science of
the items on the menu and the knowledge contained by the F & B personnel.

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Food & Beverage
Suggestive selling is carried out to increase the revenue from a cover. The techniques of suggestive
selling can be used to also determine a good guest feedback at the end of stay and a chance for
appraisals. Suggestive selling is highly encouraged and recommended to also bring up the status of
the hotel in the competitive world of today. Therefore, the more one can pair dishes with
beverages or convince a guest to pick a dessert from the menu, the more he or she can bring in
advantages.

At the Vivanta by Taj – Fort Aguada, suggestive selling is carried with reference to the guests’ origins
and the climate factor. In short, the Vivanta takes advantage of the seasonal mix! For example, if it
is in the heart of summer and one knows that the guest is from a foreign country, the F & B
personnel will check with the guest if he or she would happen to like a refreshing tender coconut by
the pool side. In this example, it is not just the strategy but the way one words it. A lot can be learnt
on suggestive selling if one has an interest and passion for the field of service.

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Bob James Abreo
Sales of F & B outlets

The sales factor in various F & B outlets around the property can be determined using techniques and
formulas which are accounts and hospitality related. Given below are those very statistics that were hard
sought especially, for someone who was confined to the corners of the IRD section in the department: -

a. Average number of covers sold per day


The average covers sold per day can be highlighted through the total number of covers available in
the F & B outlet and the most preferred outlet by guest. In this case, an overview of four of the
main outlets have been mentioned below: -
i. Latitude multi cuisine restaurant: An average of 300 covers from in-house and visiting guest
had been estimated during the time of training. During the peak of season though, the
number can increase to an astounding 400 for the size of the restaurant.

ii. IL Camino Italian themed restaurant: An average of 20 covers from in-house and visiting
guest had been estimated quite recently and can increase with the number of VIPs and Villa
guest coming in due to the high priced menu. But, either ways it would increase by just half
the total amount i.e. 10.

iii. Morisco traditional seafood restaurant: An average of 32 covers from in-house and visiting
guest had been estimated quite recently and can increase with the number of domestic and
foreign guest coming in and especially those who have a tooth for seafood. But the numbers
are fairly good for the decent.

iv. SFX lounge bar: An average of 75 covers from in-house and visiting guest had been
estimated quite recently and can increase with the number of domestic guest and foreign
guest coming in especially for those who prefer a liquid menu and want a sea view of the
Arabian Sea. There is no doubt that the customer prefers SFX for its ambience more than the
items on sale. But, surprisingly the outlet has hit a high in the sales part of things for the APC
earned per day.

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Food & Beverage
b. Average sale per day
When it comes to sales, the figures may at times be the approximate values and therefore, given
below are the approximate measures of APC earned from each of the above mentioned outlets: -
i. Latitude multi cuisine restaurant: An average APC of 750 from the 300 covers is attained
from in-house and visiting guest had been estimated quite recently and can increase.

ii. IL Camino Italian themed restaurant: An average APC of 1350 from the 20 covers from in-
house and visiting guest had been estimated quite recently and can increase.

iii. Morisco traditional seafood restaurant: An average APC of 1450 from the 32 covers from in-
house and visiting guest had been estimated quite recently and can increase.

iv. SFX lounge bar: An average APC of 1100 from the 75 covers from in-house and visiting guest
had been estimated quite recently and can increase.

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Bob James Abreo
Training schedule in the Kitchen

a. In-room dining (Afternoon shift – 11:00 a.m. to 11:00 p.m.)


TIMINGS TASK TO BE PERFORMED
11:00 a.m. Afternoon shift begins
11:00 p.m. – 12:00 p.m. Serve brunch orders to rooms and villas
12:00 p.m. – 12:30 p.m. Check service pantries for clearance on each wing
12:30 p.m. – 01:00 p.m. Lunch at the ‘My Space’ employee cafeteria
01:00 p.m. – 03:30 p.m. Serve lunch orders to rooms and villas
03:30 p.m. – 04:00 p.m. Check service pantries for clearance on each wing
04:00 p.m. – 04:15 p.m. Evening tea time
04:15 p.m. – 04:45 p.m. Can have a break or read newspapers in the men’s restroom
04:45 p.m. – 05:00 p.m. Report back to IRD and polish crockery and cutlery
05:00 p.m. – 06:30 p.m. Replenish fruit platter in every room for turndown service
06:30 p.m. – 07:00 p.m. Check service pantries for clearance on each wing
07:00 p.m. – 07:30 p.m. Report to IRD office for daily briefing with IRD manager
07:30 p.m. – 08:00 p.m. Dinner at the ‘My Space’ employee cafeteria
08:00 p.m. – 10:30 p.m. Serve dinner orders to rooms and villas
10:30 p.m. – 11:00 p.m. Check service pantries for clearance on each wing
11:00 p.m. End of shift

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Food & Beverage
b. In-room dining (Night shift – 11:00 p.m. to 11:00 a.m.)
TIMINGS TASK TO BE PERFORMED
11:00 p.m. Night shift begins
11:00 p.m. – 12:30 a.m. Serve remaining dinner order to rooms and villas
12:30 a.m. – 01:00 a.m. Check service pantries for clearance on each wing
01:00 a.m. – 02:00 a.m. Segregate soiled linen and record statistics on the linen register
02:00 a.m. – 03:00 a.m. Clean and sanitize the coffee machine
03:00 a.m. – 04:00 a.m. Clean and arrange the IRD storeroom
04:00 a.m. – 04:30 a.m. Polish crockery and cutlery including the stainless steel casseroles
04:30 a.m. – 05:00 a.m. Prepare breakfast tray setup for morning service
05:00 a.m. – 05:30 a.m. Update single window on the whiteboard for daily rooms status report
05:30 a.m. – 06:00 a.m. Settle pending bills of the night audit on POS
06:00 a.m. – 08:00 a.m. Serve breakfast orders to rooms and villas
08:00 a.m. – 08:30 a.m. Breakfast at the ‘My Space’ employee cafeteria
08:30 a.m. – 09:00 a.m. Check service pantries for clearance on each wing
09:00 a.m. – 11:00 a.m. Report to Latitude multi cuisine restaurant for breakfast service
11:00 a.m. End of shift

c. Duty roster
SHIFT TIMINGS WEEKS DATES IN WEEK OFF DAY
Afternoon 11:00 a.m. – 11:00 p.m. 1 17-04-2017 to 23-04-2017 22-04-2017
Night 11:00 p.m. – 11:00 a.m. 2 24-04-2017 to 30-04-2017 -
3 01-05-2017 to 07-05-2017 02, 03 and 06-05-2017
4 08-05-2017 to 14-05-2017 -

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Bob James Abreo
Equipment used

The service equipment used in the F & B department is all based on one company alone – RAK Crockery.
The cutlery is directly manufacture by TISCO which belongs to the Taj and has supplied its outlets since the
founding. This is one such unique concept that has stuck with Taj for a long period of time. As for the linen,
various companies have been approached but the clear winner when it comes to deliverance in the Vivanta
brand is Kimberly Clarke. They produce some of the finest linen products in the market nowadays.
Therefore, give below is a list of RAK crockery and a list of TISCO cutlery used in the F & B outlets all around
the property. Also, the linen is mentioned in the form of a list to make it easily simplified for the reader to
decipher.

a. Crockery and cutlery


i. Crockery: As said above the crockery is purchased by Taj group of hotels from RAK which is a
UAE based chinaware company. Their range of wares are listed below: -
• Chinaware: This is a collection of fine dishes, bowls, food platters, section dishes,
ramekins, cups and saucers, soup spoons, vases, and ash trays made using a translucent
ceramic material.
• Hollowware: This consists of containers such as serving bowls, pots, kettles, ice jugs, and
water. These containers are either made from glass or metals such as copper, brass, or
stainless steel.
• Glassware: This consists of articles made of fine glass. Glassware includes jugs, pitchers,
drink-ware, ash trays, vases, and similar articles.
• Silverware: The objects in silverware are made of Electro Plated Nickel Silver (EPNS).
These are made from an alloy of brass, zinc, stainless steel or nickel with silver plating of
10 to 15 microns. Silverware includes spoons, forks, knives, hollowware, drink-ware,
tongs, ice bucket, and a salver.

ii. Cutlery: The cutlery is hand crafted with TISCO as the signature behind the wondrous
silverware. A list of the cutlery used is mentioned below: -
• Large fork
• Small fork
• AP (All-Purpose) fork
• Large knife
• Butter knife
• IRD knife

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Food & Beverage
• Large spoon
• Small spoon
• AP spoon
• Tea spoon
• Soup spoon

b. Linen
When it comes to a list of linen, it has to be noted that the outlets at Taj does not make use of the
table cloth as the form of service and environment is semi-formal. Therefore, the list can stated as: -
• Place mats
• Blue napkin
• White napkin
• Blue cocktail napkin
• White cocktail napkin
• Runners
• Reusable serviettes
• Big tray mat
• Small tray mat
• Chinese red place mat
• Buffet runners
• Buffet skirts
• Table cloth on for banquets in Aguada ballroom

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Bob James Abreo
Interdepartmental relationships

a. F & B and Food Production


It coordinates with kitchen department for the preparation of various F & B items as per the orders.
The kitchen also coordinates with F & B service department regarding the functions, outdoor
caterings, and promotional activities.

b. F & B and Front Office


Communication between the F & B department and the Front Office is also essential. Some of this
communication is conveyed by relaying messages and providing accurate information on transfers,
which are forms used to communicate a charge to a guest's account. Communication activities also
include reporting predicted house counts, an estimate of the number of guests expected to register
based on previous occupancy activities, and processing requests for paid-outs, forms used to
indicate the amounts of monies paid out of the cashier's drawer on behalf of a guest or an
employee of the hotel. These vital services help an overworked F & B manager, restaurant manager,
or banquet captain meet the demands of the public. Incoming messages for the F & B manager and
executive chef from vendors and other industry representatives are important to the business
operation of the F & B department. If the switchboard operator is given instructions on screening
callers (such as times when the executive chef cannot be disturbed because of a busy workload or
staff meetings, or vendors in whom the chef is not interested), the important messages will receive
top priority.

In a hotel that has point-of-sale terminals, computerized cash registers that interface with a
property management system, information on guest charges is automatically posted to a guest's
folio, his or her record of charges and payments. When a hotel does not have point-of-sale
terminals that interface with PMS point-of-sale terminals, the desk clerk is responsible for posting
accurate charges on the guest folio and relies on transfer slips. Also, the night auditor's job is made
easier if the transfer slip is accurately prepared and posted. The Front Office manager should work
with the F & B director in developing standard operating procedures and methods to complete the
transfer of charges.

The supervisors in the F & B department rely on the predicted house count prepared by the Front
Office manager to schedule employees and predict sales.

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Food & Beverage
For example, the restaurant supervisor working the breakfast shift will want to know how many
guests will be in the hotel so he or she can determine how many servers to schedule for breakfast
service. Timely and accurate preparation of this communication tool assists in staffing control and
sales predictions.

Authorized members of the F & B department will occasionally ask the Front Office for cash, in the
form of a paid-out, to purchase last-minute items for a banquet, the lounge, or the restaurant or to
take advantage of other unplanned opportunities to promote hospitality. Specific guidelines
concerning cash limits, turnaround time, prior approval, authorized signatures, and the general
manager and Front Office manager develop purchase receipts. These guidelines help to maintain
control of paid-outs. The banquet department, which often combines the functions of the
marketing and sales department and the F & B department, requires the Front Office to relay
information to guests about scheduled events and bill payment.

The front desk staff may also provide labor to prepare the daily announcement board, an inside
listing of the daily activities of the hotel (time, group, and room assignment), and marquee, the
curb-side message board, which includes the logo of the hotel and space for a message. Since the
majority of banquet guests may not be registered guests in the hotel, the Front Office provides a
logical communications center.

The daily posting of scheduled events on a felt board or an electronic bulletin board provides all
guests and employees with information on group events. The preparation of the marquee may
include congratulatory, welcome, sales promotion, or other important messages. In some hotels, an
employee in the Front Office contacts the marketing and sales department for the message.

The banquet guest who is unfamiliar with the hotel property will ask at the Front Office for
directions. This service might seem minor in the overall delivery of service, but it is essential to the
lost or confused guest. The Front Office staff must know both how to direct guests to particular
meeting rooms or reception areas and which functions are being held in which rooms. Front desk
clerks, must be ready to provide information for all departmental activities in the hotel. The one,
who is responsible for paying the bills of a special event, will also find his or her way to the Front
Office to settle the city ledger accounts. If the banquet captain is not able to present the bill for the
function, the front desk clerk should be informed about the specifics of F & B charges, gratuities,
rental charges, method of payment, and the like.

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Bob James Abreo
c. F & B and Housekeeping
It coordinates with Housekeeping department regarding the cleanliness of the outlets, different F &
B sections and regarding the regular supply of staff uniforms and soil linens. The coordination of
Housekeeping department with the restaurants and banquet halls is mainly concerned with the
provision of linen and uniforms. The linen room supervisor, under the supervision of the executive
housekeeper, needs to have sufficient stock of clean napery to meet the demands of the F & B
department’s restaurant and banquet function. On his or her part, the restaurant manager should
ensure that the time set for the exchange of linen is respected; that linen is not lost or misused; and
that intimation of forthcoming banquet function is conveyed to Housekeeping department well in
advance. Beside special linen, Housekeeping may also have to arrange for flower decorations for
banquet.

Coordinating between two departments becomes particularly necessary in the case of room service,
so that friction does not arise over matters such as waiters not collecting trays from guestrooms or
room service staff leaving soiled trays in the corridors or causing extra work through careless spills
on the carpet. In many hotels, Housekeeping department also looks after pest control in
restaurants, kitchens, and store attached to them. Special cleaning of these areas calls for
coordination with the Housekeeping department. Restaurant staff required clean uniforms on a
daily basis, for which they need to communicate with Housekeeping department.

d. F & B and Sales


It coordinates with sales and marketing department for the sales of banquet halls, fixing the menu
price, and providing provisions and service as per the Banquet Event Order. F & B personnel will do
the necessary arrangement for the preparation and see to the guests needs. And, will get clients to
hold functions using hotel facilities in banquets.

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Food & Beverage
F & B galleria

The Hotel Lobby

Welcome Ritual at the Lobby

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Bob James Abreo

Latitude – The Multi Cuisine Restaurant

The Exterior of Latitude (Deck Area during summer)

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Food & Beverage

Latitude Table Setup

IL Camino – The Italian Chimney Restaurant

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Bob James Abreo

IL Camino Table Setup with Pool & Sea View

Morisco – The Goan Traditional Seafood Restaurant

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Food & Beverage

Morisco Table Setup

SFX – The Seafront Lounge Bar


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Bob James Abreo

The Fond Farewell

Signing out from the dreamy Vivanta by Taj – Fort Aguada!

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Food & Beverage
Conclusion

Remembering it just like it was yesterday was quite a thrill during the course of typing this report on the
Food & Beverage department. Nothing would be better than making the reader feel a sense of joy
emanating from this simple piece of paper that one types on. More importantly, it is the journey that one
takes with the other who reads that makes it interesting. The reader feels the emotional touch during the
course of reading. The hard work above talks for itself.

The will and determination that one possesses helps in the long run and that is how people succeed in
achieving tasks. Although it was tough at first as in any other department for a week. The Food & Beverage
department was an eye opener to all the work that commences in the department and how different it is
to be on the administrative side of things. It was tough at first to accept that the art of fine dining was a
passion but not an option due to the environmental conditions. But there was always an alternative, with
the personality one possesses the Food and Beverage department can be enjoyable provided the section
one chooses. Certainly thrilled to realize it, the passion to become a future Manager has just begun.

Last of all, knowing that the reader has already achieved the above in the past, it gives me a distinct honor
and a great pleasure to thank the reader for taking the time to actually go through the report and grade it.

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Bob James Abreo
References

• Amaresh Jha, BlogSpot, F & B Intra, viewed on 16th September 2017 at 12:00 PM, from
http://amareshjha.blogspot.in/2014/02/food-and-beverage-service-intra-and.html
• Best Sample Resume, Job Description, viewed on 15th September 2017 at 9:00 AM, from
http://www.bestsampleresume.com/job-descriptions/hospitality/assistant-director-of-food-and-
beverage.html
• Bishopstrow, Uploads, 15th September 2017 at 10:00 AM, from
http://www.bishopstrow.co.uk/content/uploads/2012/02/Food-Beverage-Assistant1.pdf
• Rotana Careers, Food and Beverage, viewed on 3rd September 2017 at 3:00 PM, from
https://www.rotanacareers.com
• Setup My Hotel, Job Description – Front Office, viewed on 2nd September 2017 at 9:00 AM, from
https://setupmyhotel.com/job-description-for-hotels/food-and-beverage/.html
• Taj Hotels, Taj Fort Aguada, viewed on 1st September 2017 at 9:00 AM, from
https://taj.tajhotels.com/en-in/taj-fort-aguada-goa/
• Wikipedia, Taj Hotels, viewed on 1st September 2017 at 10:00 AM, from
https://en.wikipedia.org/wiki/Taj_Hotels_Resorts_and_Palaces
• Wikipedia, Vivanta, viewed on 1st September 2017 at 11:00 AM, from
https://en.wikipedia.org/wiki/Vivanta_by_Taj

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