RESTAURANT MANAGEMENT (HM 432)
Introduction to Food and Beverage Industry
The Hotel and Catering or Hotel and Food Service
industry is now becoming widely known as the
Hospitality Industry. The industry is usually defined
by its output of products which satisfy demand for
food, drink and accommodation.
Central to the industry is the need for operational
personnel who are generally divided into food and
beverage staff and rooms division staff.
Two issues come out of the identification of sectors.
Firstly, some sectors are providing food and drink
for profit whereas others are working within the
constraints of a given budget, often called cost
provision (eg welfare and industrial). Secondly,
some sectors are providing services to the general
public whereas others provide them for restricted
groups of people.
It is useful to define these different types of market as
General Market: Non-Captive: Customers have a
Restricted Market: Captive: Customers have no
choice, eg welfare
Semi-Captive: Customers have a choice before
entering, eg marine, airline, trains, some hotels
and some leisure activities. The customers could
have chosen alternatives to these but, once
chosen, have little choice of food and drink other
than that on offer
summery of sectors in the food and beverage
The main aim of food and beverage operations is to
achieve customer satisfaction. In other words, to
meet the customer’s needs. The needs that the
customer might be seeking to satisfy are:
Customers may be wanting to satisfy some or all of
It is important to recognize that the specific reasons
behind a customer’s choice determine the
customer’s satisfaction (or dissatisfaction) rather
than the food and beverage service by itself.
The customer who is not able to satisfy his/her
needs will be a dissatisfied customer.
- In non-captive markets
- In semi-captive markets
- In captive markets
It is important to recognize that the customer’s
needs may vary and that food and beverage
operators should be aware of factors which might
affect the customer’s meal experience
The service of food and beverages may be carried
out in many ways depending on a number of
the type of establishment
the type of customer to be served
the time available for the meal
the turnover of custom expected
the type of menu presented
the cost of the meal served
the site of the establishment
Five types of basic method can be identified, these
In order to give a clear picture of food and beverage
service, the sequence of an operation needs to be
examined. A particular service method, eg waiter,
requires a number of tasks and duties which are
undertaken during the actual service of food and
However there are other tasks and duties which
contribute to the service. These may be identified
using the operational sequence.
Food and Beverage Manager
1. Ensuring that the required profit margins are achieved
for each food and beverage service area in each
2. Updating and compiling new wine lists according to
availability of stock, current trends and customer
3. For compiling, in liaison with the kitchen, menus for the
various food service areas and for special occasions
4. The purchasing of all materials, both food and drink
5. Ensuring that quality in relation to the price paid is
6. Determining portion size in relation to selling price
7. Departmental training and promotions, plus the
maintenance of the highest professional standards
8. Employing and dismissing staff
9. Holding regular meetings with section heads to
ensure all areas are working effectively, efficiently
and are well co-ordinated.
1. Has overall responsibility for the organization and
administration of particular food and beverage service
2. Sets the standards for service
3. Responsible for any staff training
4. May make out duty rotas, holiday lists, and hours on
and off duty so that all the service areas run efficiently
Reception Head Waiter
1. Responsible for accepting any bookings and for
keeping the booking diary up-to-date.
2. He/she will reserve tables and allocate these
reservations to particular stations.
3. The reception head waiter greets guests on arrival and
takes them to the table and seats them.
Head waiter/Maitre d'hôtel/Supervisor
1. Has overall charge of the staff team
2. Responsible for seeing that all the duties necessary for
the pre-preparation for service are efficiently carried
out and that nothing is forgotten.
3. Aids the reception head waiter during the service
4. Takes some orders if the station waiter is busy.
5. Helps with the compilation of duty rotas and holiday
Station head waiter/section supervisor
1. Has the overall responsibility for a team of staff serving
a set number of tables, which could be anything from
four to eight in number, from one sideboard. The set of
tables under the station head waiter’s control is called
2. Must have a good knowledge of food and wine and its
correct service, and be able to instruct other members
of the staff.
3. He/she will take the order (usually from the host) and
carry out all the service at the table with the help of the
chef de rang, who is the second in command of the
Station waiter/Chef de range
1. Must be able to carry out the same work as the
station head waiter and relieve him/her on days
2. Have had less experience than the station head
waiter. Both the chef de rang and the station head
waiter must work together as a team to provide
efficient and speedy service.
Assistant station waiter/Chef de range
This person is next in seniority to the chef de rang and
assists where necessary.
Waiter/Server/Commis de range
1. Acts by instruction from the chef de rang.
2. Mainly fetches and carries, may do a little service
3. Helps to clear the tables after each course.
Trainee/Commis debarrasseur/ Apprentice
1. Just joined the food service staff,
2. keeps the sideboard well filled with equipment,
3. Helps to fetch and carry items as required.
1. Responsible for the carving trolley and the carving of
join at the table as required.
2. Plate up each portion with the appropriate
Floor service staff/Chef d’etage/Floor waiter
Responsible for a complete floor in an establishment or,
depending on the size of the establishment, a number of
rooms or suites
Lounge staff/Chef de salle
Wine butler/Wine waiter/Sommelier
Cocktail bar staff
Buffet assisant/Buffet chef/Chef de buffet
Function Catering/Banqueting staff STAFF
Male staff (shaven, clean hands and well trimmed,
clean nails, hair must be short and well groomed.)
Female staff, (hair should be short or lied up, no
excessive make-up or jewellery.)
Sneezing, coughing or blowing the nose must never
A uniform (clean and well pressed), shoes polished.
Footwear should be safe. Sandles, open-backed
shoes or high pointed heels are inappropriate and
Knowledge of food and drink
The staff must have sufficient knowledge of all the
items on the menu and wine list in order to advise
and offer suggestions to customers.
Furthermore they must know how to serve correctly
each dish on the menu, what its accompaniments
are, the correct cover, the make-up of the dish and
its appropriate garnish, and also how to serve
various types of drink, in the correct glass and at
the right temperature.
If the staff are continually late on duty it shows lack
of interest in work and a lack of respect for
so they may be able to advise the guests on the
various forms of entertainment offered, the best
means of transport to places of interest and so on.
tactful, courteous, good humoured and of an even
Attitude to customer
The staff must not be servile, but anticipate the
customers needs and wishes.
A careful watch should be kept on customers at all times
during the service without staring.
Care should always be taken when dealing with the
Customers should never be argued with, but all
complaints should be referred to someone in authority in
the food service area.
It may help Staff in various ways in their work if they
know the likes and dislikes of customers, where
they like to sit in the food service area, what are
their favorite drinks and so on.
Important to the staff in dealings with both the
customer and the management.
The staff’s obligations and loyalty are firstly to the
establishment in which they are employed and its
The staff’s conduct should be impeccable at all
times, especially in front of customers. The rules
and regulations of an establishment must be
followed, and respect shown to all senior members
To a large extent, staff reflects the image of the
establishment, so they must have a complete
knowledge of all forms of food and drink and their
SENSE OF URGENCY
So that the establishment has the maximum
amount of business over the service period with as
high a net profit as possible, the staff must develop
a sense of urgency.
The food and beverage service staff must see that
the guests have all they require and are completely
Never displeasure even though at times things may
Never argue with a customer and, if they cannot
deal with the situation, it should be referred
immediately to a senior member of the team.