IMPORTANCE OF F&B DEPARTMENT IN A HOTEL

by Redcarpet Academy

Food and Beverage Department (F&B) is responsible for maintaining high quality of food and service, food costing, managing restaurants, bars, etc.

Food and Beverage Service is the service of Food made in the Kitchen and Drinks prepared in the Bar to the Customers (Guest) at the Food & Beverage premises, which can be:
Restaurants, Bars, Hotels, Airlines, Cruise Ships, Trains, Companies, Schools, Colleges, Hospitals, Prisons, Takeaway, etc

Food & Beverage Outlets are divided in to the following categories:

1. Restaurants: Restaurants are places where Food & Drink is served.

There are various types of Restaurants:

All Day Dining Restaurants: They are usually called as Coffee Shop or Cafe in Hotels. They are usually big in size with many Covers (seats), compared to other Restaurants in the same Hotel. The main reason why they are called All Day Dining Restaurant is because of their hours of operation, as they are open for Breakfast in the morning to Lunch in the afternoon to Dinner in the evening.

Fine Dining Restaurants: Fine Dining Restaurants are characterized by their elaborate and exclusive menu with special emphasis on the very high quality food they serve. The emphasis being on fresh ingredients and natural flavors or on the type of Cuisine served, or both. Usually the operation of this restaurant revolves around the Head Chef or Chef De Cuisine of this Outlet.

Speciality Restaurants: These are Restaurants which usually have a type of National or Regional Character or Cuisine attached to them, for example: Italian Specialty Restaurant, Chinese Specialty Restaurant etc. In some Hotels they do also sometimes have Multi Cuisine Specialty Restaurant, which literally means that Restaurant serves cuisine from more than one country, or the dishes on the Menu at that Restaurant has Food Specialties from many different countries.

2. Lounge: Lounges can be found in different hotels. Their main purpose is to offer Food & Drinks in comfortable and cozy seating in relaxed surroundings. There are many kinds of Lounges ranging from a Lounge in a Lobby, Cocktail Lounge and Cigar Lounge to Executive and Club Lounge on special Floors.

3. Bar: Bar is a place where drinks are served. There is usually a small Snacks Menu too. The service is fast and quick. There are various kinds of Bars ranging from Formal bars to Club Bars, Pubs, Pool,Bars, Wine Bars, Cocktail Bars, Beach Bar to Juice Bars and many more.
4. Discotheque/Nightclub: They are outlets where Music and Entertainment takes priority with the Food & Drink. The operation is very fast and the guest numbers are large. Security is an important aspect in these operations. Music and entertainment can range from DJ to live bands playing.

5.Room Service/In Room Dining: Room Service, also known as In Room Dining .It is the service of Food & Drink in Guest Rooms in a Hotel or a Resort.

6. Meeting and Conference Rooms: Meeting and Conference rooms together with Ball Rooms come under the Banquets & Conference section. They are a great source of Revenue in Food & Beverage Department usually in Corporate and City Hotels. MICE (Meetings, Incentives, and Conferences & Exhibitions) can alone bring much revenue in some hotels in comparison to other outlets in Hotel.

7. Ball Rooms: These are large Function Rooms which are primarily used for Functions and Weddings. The Staffing ratio of Full Time Staff in this section is very less as the Function and Wedding Business can sometimes be seasonal and extra staff is usually filled in by the use of Casual Staff. This Section is the most Dynamic section in Food & Beverage with the Conference Section, which is more physically demanding and creatively oriented.

8. Delicatessen: Delicatessen or Deli is a place where guests can buy fresh produce ranging from Freshly Baked Bread, Cold Meat, Fresh Salads, Cakes, Home Made Ice creams and light and healthy drinks.

9. Others: There are many other Food & Beverage outlets ranging from Fast Food Outlets to Food Courts to Snack Bars which are usually stand alone or in a shopping centre.
Career in Hotel Industry:

With the growing demand for well-trained professionals in Indian hotel industry, it has become mandatory to receive formal training in the hotel industry.

Apart from the professional degree, the hotel industry places great emphasis on excellent communication skills, good presentation skills, good listening skills, teamwork skills etc. India’s hotel industry is thriving due to an increase in business opportunities and foreign and domestic tourism

Employment and Advancement:

One of the major challenges faced by the industry at present is of staff turn over. The need is for a team of people who can dedicate their talent in the industry and to enjoy their work.

Food and beverage servers are employed in restaurants, coffee shops, bars, clubs, hotels and other retail eating  and drinking establishments. There are more part-time positions in this occupation than there are in most occupations, and most food and beverage servers are young. Experienced food and beverage servers can move to better paying jobs in larger and more formal food establishments.

Food and beverage servers’ duties vary considerably from one type of establishment to another. In fast food outlets, they often work behind counters and use computerized systems to take orders and tabulate bills. In coffee shops and cocktail lounges, they provide quick and efficient service for customers seated at tables. In formal dining establishments, they carefully observe established rules of service and etiquette, and pace the meal according to customer preference.

In general, however, food and beverage servers:

• prepare tables or counters for meals
• stock the service area with supplies (for example, coffee, glassware)
• greet customers, present menus and help customers select menu items
• inform customers about daily specials
• record orders and place them with the kitchen and bar
• pick up and serve orders
• check that customers are enjoying their meals and correct any problems
• suggest and serve desserts and beverages
• clean and reset tables
• tabulate and present bills for payment.

Attributes of a professional Food and Beverage server:

Personal Characteristics:

Food and beverage servers need the following characteristics:

• the ability to serve customers cheerfully, courteously and efficiently
• good organization and multi-tasking skills
• good health
• good grooming
• the ability to work as part of a team
• the ability to work with little supervision
• good verbal communication skills and sensitivity to customer needs
• the ability to work calmly under pressure.

Other requirements depend on the environment in which the server works. For example, serving in a coffee shop or cocktail lounge requires the ability to remember many orders and move very quickly.

Food and beverage servers should enjoy having clear rules and organized methods, working with people, and working with tools and equipment.

Food and beverage servers who serve liquor must be at least 18 years of age. In formal dining rooms, food and beverage servers also must:

• know proper food service etiquette
• use the correct terminology and be able to answer questions about wines and other beverages be able to prepare tableside dishes (for example, flambe) at the customer’s table if required.

THE COVER

A cover is a space allotted on the table for cutlery, crockery, glassware, and linen for one person.Each cover require 24"  to 18" of space.

Requirements of a cover.

1. Each cover should be well balanced
2. All cutlery and other table appointments should be placed at least 2" away from the edge of the table
3. Knives and spoons should be placed towards the right of the plate and all forks on the left, except for the butter knife
4. The cutting edge of the knives should always face the plate with the exception of the butter knife, the cutting edge of which is always away from the plate.
5. The water tumbler should be on top of the large knife
6. The butter dish should be on top of the fork along with butter knife and on an underline
7. The napkin should either be place in the center of the cover or on the side plate/glass
8. The cruet sets/shakers should be place on top of the cover

STANDARD TYPES OF COVERS

There are two types of cover:-

Ala'Carte Cover.

1. Side plate with side knife
2. Water goblet
3. Dinner knife and dinner fork
4. Cruet sets
5. Napkin cloth

Table d'Hote Cover

1. Side plate with side knife
2. Water goblet
3. Cruet sets
4. Napkin cloth
5. Equipment according to the items e,g If the item served it will be a soup.Fish and cream caramel the cover it will be a soup spoon,fish knife and fork,dessert spoon and dessert fork

COOKING

why we cook food?

we cook food to kill bacteria and to be easily to chews when it is eaten.

Method of cooking:

All methods of cooking depends on one or more of the following principles.

1. RADIATION   --       Direct heat
2. CONDUCTION --     Pot roasting
3. CONVECTION --     Steaming

RADIATION

Heat passes from its source in direct trays until it falls on a object in its path,e,g. grilling

CONDUCTION

This is transferring of heat through a solid object by contact.Some material,e,g metal used for pans,transfer heat more quickly than say wood used for wooden spoon.

Conduction is principle involved in the use of solid electric hot plate.

CONVECTION

This is the movement of heat principle of gases or liquid.On heating,the colder particles sink to their place,thus coursing convection current which distribute heat.The principle is used in heating a gas oven and in the heating of liquids.

There are number of methods of cooking.The main methods of cooking are :-

Boiling, stewing, braising, steaming, poaching, grilling, roasting, baking, fraying, saute'ing, and flambe ring.

1. BOILING:  A method of cooking where food is imminence  whole in boiling water and cooked at boiling point.
2. STEWING:  A long slow method of cooking food in a covered vessel at simmering point 60%C can be done on the burner or in oven (in a casserole )
3. BRAISING:  Method of cooking combining stewing and pot roasting.
4. STEAMING:  Is method of cooking by using a steam which rises from boiling water.
5. POACHING:  Is process of cooking by using boiling water and acidic items e,g vinegar or lemon drop
6. GRILLING:  Quick method of cooking by radiant heat.The food is cooked by direct rays,first on the side then on the other side.
7. ROASTING:  Is the methods of two combination of cooking by radiation and convection.
8. BAKING:  Is cooking in the oven using any fat or oil.
9. FRAYING:  Is the method of cooking by using hot oil or fats.There are two type of fraying,deep fraying and shallow fraying (pan fraying)

PROCEDURES FOR TAKING TABLE BOOKINGS IN THE RESTAURANT

What is booking ?

Booking is first contact between any establishment  with  the  guest,so must be handled carefully and swiftly.

How are booking made:
Booking can be made by using:-

1. Letter
2. Telex
3. Telephone
4. Telefax
5. E-mail
6. Personal call

A book to record the bookings must be opened.What information must be recorded in this book which is known as booking diary.

1. Name of the guest
2. Day,date
3. Time
4. Number of patrons in the party
5. Any special request

Just be open the restaurant,the head waiter will reserve as per the booking a table.A special tag carrying the name of will be on the side table.

When the guest arrives waiting staff should do the following;-

1. Greeting and inviting the guest
2. Seating the guest
3. Presentation
4. Explaining of the Menu and order taking
5. Writing and the clearing of the order
6. Transmitting of the order
7. The service

PREJUDICE

DEFINITION

1. Simple put,prejudice is bias.Prejudice refer to the negative opinions,judgement,belief and feelings we hold about individuals because of their membership in certain groups or categories.When these negative views lead us to act in certain ways toward these individuals and groups,the result is Discrimination.
2. Prejudice also means that you judge someone before you really get to know him or her.It is an extreme and negative attitude which is generated toward a particular class or group of people.It is unfavorable and formed even before we know the person we are about to deal with.The word  ''prejudice'' is made up of two Latin words namely;-

                                    PRE       -                    BEFORE

                                  JUDICE       -             TO JUDGE

Prejudice occurs wherever there are differences between people,whether skin co lour

,language,culture,religion,nationality,family,sex,social status,material status age,etc.When such differences are exaggerated in the minds of those who belong to particular group the result is often fear and this fear can lead to resentment or hatred.

FORMS OF PREJUDICE IN THE HOSPITALITY INDUSTRY

1. Racism
2. Tribalism
3. Nepotism
4. Gender
5. Departmental
6. Religion bigotry

HOW TO ERADICATE PREJUDICE

• Workers in the service industry  in general and the hospitality industry in particular,leading by examples
• Ensuring that each person is treated equally and fairly irrespective of color,tribe,religion,gender etc.
• Ensuring that our-co workers and guest do not suffer prejudice of any kind
• Practicing professionalism in our own field of service
• Teaching the younger generation to be prejudice free
• Use official language at work
• Respect yourself,co-workers and other people
• Treat other the way you would like to treat yourself
• Be flexible,tolerant an agreeable to change suggested by others
• Recruit,appraise,promote and train people based on merit
• Give people a chance
• See to it that none of co-workers suffer from any kind of prejudice
• Treat other as brothers and sisters
• Be honest-recognize your own biases through open discussion with others
• Be secure-explore and find realistic pride in your own group identity
• Be a partner -work on project with members of groups different from your own
• Be an anti-racist parent-expose your children to diversity at a young age
• Be a role model -be vocal in opposing racist views and practices
• Be an ally-support victims of discrimination and prejudice,for example,offer yourself as a mentor for  someone in your field at work
• Be student- educate yourself and others
• Be a member-support anti-prejudice and anti-racist organization.

THE BAR INTRODUCTION

There are certain essentials necessary in the planning of every bar and it is as well to bear these in mind now.They are factors which should be given prime consideration when one has to plan a bar or set up a bar for a particular function.

they are as follow ;-

1. AREA; The barman must be given sufficient area or space in which to work and move about.There should be a minimum of 1 metre from the back of the bar counter to the shelf and display cabinets at the rear of the bar.
2. LAYOUT; Very careful consideration must be given,in the initial planning to the layout.Everything should be easily to hand so that the barman does not have to move about more,more than necessary to give a guide and efficient service.
3. PLUMBING AND POWER; It is essential to have a hot water and cold running water for glass washing.Power is necessary to provide effective working cooling trays refrigerators and ice making machines.
4. STORAGE ; Adequate storage must be provide in the form of shelves,cupboard and racks,for all the stock required and equipment listed.

DISPENSE BAR

The term "dispense bar " mean any bar situated within a food and beverages service area which dispense wine or other alcoholic drinks,soft drinks to be serviced to the guest consuming meals.

However,due to planning and layout of the establishment,drinks are sometimes served from bars situated outside the service area itself.

Anyhow,all drinks served must be checked for and controlled in some way or another normal,all drinks in the restaurant are served by that staff known as the wine waiter (Fr.sommalier).although nowadays,it is becoming custom for restaurant waiters to serve his own guest with the beverages they require 

BAR PAR

An established number of bottles of each types of beverages is available in the behind - bar inventory.At the end of service /shift the proper number of bottles (full or empty ) should be available.New issue should then be made up to the require BAR PAR level. 

WHY IS CUSTOMER CARE IMPORTANT ?

Customer are te single most important factors in our work.Without them,there would be no restaurant,bar,kitchen,hotel,bank,security firm,airline,supermarket,bus company,institutions of learning or hospital etc.Customers,in other words mean jobs for us.They provide business by patronising our establishment and more new business by returning to or recommending your establishment to others.
Customers care is continuous process.The way you deal with customers and with colleagues should change and develop,not just when you are training,but during your working life.This is because not only you and your colleagues but also your place of work,the customers and your environment is dynamic.

BENEFITS OF GOOD CUSTOMER CARE

1. Better quality of Goods and Service to the Customers.Understanding customer needs and moving  closer to them fosters the development of the better quality goods  and service.
2. Increasing business to the company
3. Building up confidence to yourself (staff) and the customers
4. It is profitable in most cases
5. Good Customers service should ensure that the customer gets maximum value from the purchase.
6. Developing teamwork-colleagues

Customer care needs your countinued attention.It is a of continually becoming better as it once you start,through many ways including;-

1. By learning news skills
2. By improving skills you already have
3. By developing skills you already have so they can be applied to new situations

APERITIFS

Hunger is the best  appetiser,but the sharp edge of appetite is not always available to those used to regular meals.So the need for a drink taken before meals to stimulate the appetite.

These drinks are divided into 5 groups:-

• Vermouth
• Bitter
• Aniseed
• Sherry
• Cocktails

1. VERMOUTH -Aromatized wine,which are fortified with spirits or brandy.The aromatizing can be done with herbs,roots,fruits,flowers peel,quinine etc

Example of Vermouths

• Martini dry 
• Martini bianco
• Martini rosso
• Cinzano dry
• Cinzano bianco
• Cinzano rosso
• Noilly prat 
• Carpano

SERVICE

It is common to serve vermouths,chilled,slice of lemon/lime on olive.The sweet ones may be served at ordinary temperature although many prefer them chilled and are usually served with cherry.

FOOD AND BEVERAGE SERVICE METHODS

Food Service Methods

In order to move the food produced in a kitchen to the customer some form of food service is required.This may vary from full silver service in a luxury restaurant or hotel,where the food is brought to the customers table,to a self-service cafeteria where the customer collects his own food from a service counter.

Traditionally, fully waiter service was the predominant method of food service.Today,however ,a great degree of informality when eating  away from home,,and the need of increasing productivity due to rising costs,has led to other food service methods and styles being developed,these include the traditional cafeteria and its many derivatives,counter service,take-away foods,vending,and the numerous tray service systems,used particularly in the welfare sector.

The mode food service employed by an establishment will depend on a number of interrelated factors,the type of establishment -whether it is an industrial cafeteria providing low-priced meals or high class restaurant offering more complex dishes and more expensive food,the type of associated food production method,for example whether using traditional or conventional production,or comparatively more  recent method such as cook-freeze or cook-chill,the type of customer to be catered for and the type of menu to be offer,the availability of staff and their skills,the space available,and finally the cost and profit targets of the establishment as determined by financially considerations.

FOOD AND BEVERAGE SERVICE METHODS

Introduction

Food service may be defined as that phase of the food flow(i.e. from buying in foods to service to the customer) wholly concerned with presentation of the food to the customer,after the completion of the food production.In some situations food service may include an element of transportation due to the separation of the food service facilities from the food production,for example of a centralized cook-freeze operation serving peripheral units.

Beverages service may be defined as that phase of the beverage flow wholly concerned with presentation of the beverages to the customer after the completion of beverage production.In beverage service there may be little or no element of transportation as the beverage production and service facilities are rarely separated by any real distance.