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Restaurant Management _HM 432_

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					RESTAURANT MANAGEMENT (HM 432)

                 CHAPTER 1
  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
   follows:
 General Market: Non-Captive: Customers have a
   full choice
 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
    service industry
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:

 Physiological
 Economic

 Social

 Psychological

 Convenience
   Customers may be wanting to satisfy some or all of
    these needs.

   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
  factors:

 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
    are:
   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
    beverages.

   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
      financial period

2.    Updating and compiling new wine lists according to
      availability of stock, current trends and customer
      needs;

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
      maintained
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.
    Restaurant Manager/Supervisor
1.    Has overall responsibility for the organization and
      administration of particular food and beverage service
      areas

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
      and smoothly.
    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
      lists.
    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
      a station.

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.
    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
      off.
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.
    Carver/Trancheur
1.    Responsible for the carving trolley and the carving of
      join at the table as required.
2.    Plate up each portion with the appropriate
      accompaniment.


    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

   Cashier

   Counter Assistants

   Table Clearers

   Function Catering/Banqueting staff STAFF
Hygiene
 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
  be done.
 A uniform (clean and well pressed), shoes polished.

 Footwear should be safe. Sandles, open-backed
  shoes or high pointed heels are inappropriate and
  dangerous.)
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.
Punctuality
 If the staff are continually late on duty it shows lack
  of interest in work and a lack of respect for
  management.
Local knowledge
 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.

Personality
 tactful, courteous, good humoured and of an even
  temper
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
    difficult customers.
   Customers should never be argued with, but all
    complaints should be referred to someone in authority in
    the food service area.
Memory
 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.

HONESTY
 Important to the staff in dealings with both the
  customer and the management.
LOYALTY
 The staff’s obligations and loyalty are firstly to the
  establishment in which they are employed and its
  management.

CONDUCT
 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
  of staff.
SALES ABILITY
 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
  correct service.

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.
CUSTOMER SATISFACTION
 The food and beverage service staff must see that
  the guests have all they require and are completely
  satisfied.

COMPLAINTS
 Never displeasure even though at times things may
  be difficult.
 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.

				
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