C H A P T E R

Hotel Operations Food and Beverage Division

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Food and Beverage Division

Division
Kitchen Catering Banquet Restaurants Room Service

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Food and Beverage Division

Division (cont.)
Minibars Lounges Bars Stewarding

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Food and Beverage Planning

Planning
Staffing of the department Cost control Liaisons Guest feedback Competitive analysis Sensitivity to environmental issues Recognize and adapt to industry trends
Introduction to Hospitality Management, First Edition John Walker

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Skills for Food and Beverage Directors

Skills
Leadership Training Motivation Budgeting Cost control And much more

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Kitchen Organization
Kitchen Organization
Executive Chef
Responsible for guest satisfaction Ensures food quality and consistency

Sous Chef
Second in command Day to day operations

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Kitchen Organization
Kitchen Organization (cont.)
Chef Tournant
Rotates through kitchen Relieves Chefs de Partie

Chefs de Partie
Responsible for different areas within the kitchen Examples
Pasty Chef, Fish Chef, and Banquet Chef

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Food Costs
Costs
Typical food cost ratio is 28-32% Food Cost Ratio = Food Cost Food Sales

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Contribution Margin
Contribution Margin
Dollar differential between the cost and the sales price of a menu item Example
Pasta Dish sells for Pasta Dish costs Contribution Margin
2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

$8.75 3.75 $5.00

Introduction to Hospitality Management, First Edition John Walker

Hotel Restaurants
Restaurants
Number and type depend on type/service of hotel Typically run by Restaurant Manager Must promote restaurant to hotel guests

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Bars
Bars
Place to relax and socialize for both business and pleasure Profit percentage for beverage is higher than food profit center Efficiency based on pour/cost percentage
16-24% pour/cost percentage

Unlike food, beverages can be held over if not sold

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

Beverage Cycle
Beverage Cycle
Ordering Receiving Storing Issuing Bar Stocking Serving Guest Billing
Introduction to Hospitality Management, First Edition John Walker

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Bar Management
Bars are run by sommeliers, whose duties along with wine stewards include
Supervising the ordering and storage of wines Preparing of wine list Overseeing of staff Scheduling

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Bar Management
Duties (cont.)
Maintaining cost control Assisting in wine selection Properly serving wine Knowledge of other beverages

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Bar Controls
Bar Controls
Automatic dispensing system Intoxication of customer Pilferage by employees Overcharge/undercharge customers

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Types of Hotel Bars

Hotel Bars Lobby bar Restaurant bar Service bar Catering and Banquet bar

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Types of Hotel Bars

Hotel Bars (cont.)
Pool bar Minibar Night clubs Sports bar

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Stewarding Department
Responsibilities of Chief Steward
Cleanliness of back of house Cleanliness of glassware, china, and cutlery Inventory of chemical stock Maintenance of dishwashing machines Pest control

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Catering Department
Catering
Includes a variety of occasions when people may eat at varying times

Banquets
Refers to groups of people who eat together at one time and in one place Terms are used interchangeably

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Dotted Line Responsibilities

Responsibilities
Catering Director must work with
Director of Sales Food and Beverage Director Executive Chef Catering Services Manager

Responsible for selling and servicing all catering, banquets, meetings, and exhibitions
2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker

Catering Department
Catering
Hotels Director of Sales General Manager Corporate Office Sales Department Convention & Visitors Bureau Competition Rollovers Cold calls
Introduction to Hospitality Management, First Edition John Walker

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Styles of Meetings
Theater Style
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2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

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Introduction to Hospitality Management, First Edition John Walker

Styles of Meetings
Classroom Style

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Styles of Meetings
Dinner Style

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Catering Event Order (CEO)

CEO
Also called Banquet Event Order (BEO) Contains all information pertinent to the event that has been planned Guaranteed number

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Room Service/In-Room Dining

Room Service
Typically found in larger city hotels, especially airport hotels Level of service and menu vary Challenges
Delivery of orders on time Making it a profitable department Avoiding complaints Forecasting
Introduction to Hospitality Management, First Edition John Walker

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Trends in Food and Beverage Operations

Trends
Use of technology in guest services and overall operations Use of branded restaurants Hotels opting not to offer F&B facilities More casual atmosphere

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker

Trends in Food and Beverage Operations

Trends (cont.)
Themed restaurants Standardized menus within a chain Sports theme bars

2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First Edition John Walker