Unit 6 Introduction to food and beverage service department
Introduction of food and beverage service department and function
Food and Beverage service department is one of the major revenue generating departments in the hotel. It is mainly responsible for delivering the best services of food and beverage items to the guest at the different outlets followed with different styles and standards.
Since food and beverage, personnel are always in contact with the guest therefore their positive attitude and hospitality towards guests influences the customer's choice of the property and repeated business
Food and beverage department is mainly responsible for delivering food and beverage items to the guests at different outlets.
Role and function: the main aim of the food and beverage department is to achieve customer satisfaction and thereby increase the revenue of the company. The customer’s needs are physiological, economical, psychological and social. It is important to recognize the specific reason behind a customer’s choice. The establishment, customer, there time and no of guest will determine the ways and means to serve the guest, e.g. pre plated, silver service. It’s main role and function is to served food and beverage prepared at kitchen and bar to the guest at food and beverage outlets.
Types/ Sections of food and beverage department
· Restaurant
· Bars
· Room service
· Banquet
Restaurant: a restaurant is defined as “an eating house where refreshments and meals may be obtained on payment.” Restaurant in a hotel can be found in different cuisine and service style. Its layout should account for the feature of its room, external vistas, internal display and entertainment, method of food service, seat arrangements and type of furniture.
Types of restaurant:
Specialty restaurant: this restaurant in a large hotel is stylish and specialized in a specific cuisine e.g. Nepali, Chinese, Indian, or Continental offering a variety of choices in food and beverages. Such restaurant is also referred to as fine dining restaurant as well. It may be located in any part of the hotel with in quieter and spacious surroundings. It is a formal restaurant offering personalized service. Both a’ la carte and table d’ hotel menus are served here. The selling price of the food is comparatively high due to higher overhead cost.
Coffee Shop: coffee shop is usually located at lobby level of hotel within the open view of the guest. It provides mixed cuisine which are fast to prepare. It is open 24 hours. It has informal atmosphere. Most coffee shops offer piped music and modern décor. Service is usually pre-plated.
Grill room: this is a restaurant that specializes in various grilled or broiled cut/ whole meat such as meat, poultry, fish and shellfish in large quantity. Food is prepared and cooked in full open view of customers, which appeals to the eyes, palate and dining experience of the consumers. At the same time, the sizzle and aroma of grilled meat adds to the pleasure of eating.
Discotheque: is modern dance restaurant. It uses hi-tech sound and light systems to provide music and charm atmosphere with dance floor. Such restaurant are popular among youth. Only drinks and snacks are available to the customers.
Pastry and confectionary shop: it is take-away type of outlet specializing in pastry, confectionary and bakery items. Service is fast and most of the pastry and confectionary (bread rolls, cakes, cookies, muffins, biscuits, etc.)
Bar: the word ‘Bar’ is derived from the American word ‘Barrier’, which means a fence or wall. The counter is located attractively with bottles and glasses displayed behind it within a well decorated rack. It provides alcoholic and non-alcoholic beverages to the customer.
Types of bar:
Hotel operated bar:
Lounge bar: is also known as lobby bar. It is located in the lobby area. The guests can interact with the bar personnel. In this type of bar all type of drinks are openly displayed on the bar rack behind the counter. The bar tender prepares, serves and sells drinks at the counter or tables directly. Heavy meals are neither allowed nor served in this bar. Mostly complimentary snacks are offered to accompany the drink.
Service bar: this is also known as hidden bar. It is ideally located at the back of the restaurant dining areas. It is attached with the main kitchen area or back of the house space away from the guest view. The customers are not allowed to enter and have drinks in this bar. It is also known as store/ dispense bar. which supplies beverage to the other outlets of food and beverage department in a hotel including kitchen.
Mini bar: it may also be called in-room bar. It is ideally placed in the guest’s room within a small refrigerator. It contains a selection of miniature bottles of spirits, small cans of beer, fruit juice, mineral water and other soft drinks.
Mobile bar: it is also known as trolley bar that can be moved from one place to another within the hotel as per the requirement. This bar is temporary and arranged during banquets.
Restaurant operated / free standing: it is located in the customer’s service area of the restaurant. The number of staff are lesser than hotel, but extra facilities like music, dance, and live band, gazal, cultural programs, etc. may be performed for enjoyment and entertainment of the customers. Some popular independent bars in Nepal are Red Onion Bar, Absolute Bar, ‘J’ Bar, etc.
Room service: is provision of food and beverage provided to the in house guest of the hotel within guest room. The waiter may provide food and beverage in trays or by trolley.
Banquet: the word Banquet is derived from a French word ‘banque’, which refers to mass or gathering of people. Banquet is intended for these purpose, is usually designed for the multi-functional activities ot ensure frequent use, and to justify the high cost of providing the space to a gathering of people on occasions such as weddings, private or official luncheon parties, dinner-dances, cocktail parties, seminars, meetings, conferences, fashion show, exhibitions, anniversaries and other recreational programs.
Menu
Definition: Menu is the French word, originally in English used to say “bill of fare” or logical and systematic list of food and beverage that can be offered to the guest at a quoted price in any catering establishment. It’s selling tool that gives information to the quest about the prices, description, method and courses in an attractive manner. The guest must be informed and explained the intention of each food. It helps guest to select what they would take to eat/drink. Menu is a document that complements the image, atmosphere, habits, availability, skilled manpower and hygienic system of establishment.
Objectives
Ø It helps the guest to budget their meals and drinks before order.
Ø It introduces the guest with establishment.
Ø It enables guest to select dishes of choice.
Ø The dishes are appropriately named so as its cooking method, ingredients and color explained.
Ø It also helps staffs to prepare mise-en-place.
Ø It helps the cashier to make payment, and sale summary.
Ø It helps the guest to learn about the new food, culture and service system.
Types of Menu: The types of menu offered by the catering establishments is sub divided into two groups.
1. A´la Carte Menu
2. Table d´ hôte Menu
A´la Carte Menu: This menu is referred “from the card” and the following points are defined in this typeof menu.
· This is the menu for the multiple choices and generally the choice is more extensive.
· Each dish is priced separately.
· May take longer waiting time as the dishes are cooked or finished according to the order given by the guest.
· It is comparatively expensive to TDH menu.
A´la Carte Menu is used in various forms such as breakfast, lunch and dinner. This menu also used for room service, bar, poolside and wine list.
Table d´ hôte Menu
The term Table d´ hôte Menu may be translated as the table of the host. This menu usually includes three to five courses available at a fixed price. This menu includes following points.
· There is limited choice within each course or no choice at all.
· The menu has fixed number of course.
· The selling price of the menu is fixed.
· The dishes are prepared at the set time.
· This is a bit inexpensive than A´la Carte Menu.
Table d´ hôte Menu is also composed by caterers for breakfast, lunch and dinner. It’s used in various forms as buffet menu, conference menu and celebration occasions. TDH menu should be well planned and balanced. As the guest is not given a chance to plan his meal, the meal should be interesting and healthy. Air, rail and sea caters also use this menu.
Types of food and beverage service:
Pre-plated or American Service: It is the also known as American service where meal or food is pre-plated in the kitchen by the chef. In this the work force is low, which do not require many workers. It also needs semi-skilled workforce. The most important factor in this service is the presentation because food is plated in the kitchen by the chef so appropriate garnish and accompaniments are placed which makes the service eye appealing.
English Service: Often referred to as the “Host Service” because the host plays an active role in the service. Food is brought on platters by the waiter and is shown to the host for approval. The waiter then places the platter on the table. The host either portions the food into the guest plates directly or portions the food and allows the waiter to serve. For replenishment of guest food the waiter may then take the dishes around for guests to help themselves or be served by the waiter.
Silver Service: The table is set for hors d’oeuvres, soup, main courses and sweet dish. The food is portioned into silver platters at the kitchen itself, which are placed at the sideboard with burners or hot plates to keep the food warm in the restaurant. Plates are placed before the guest. The waiter then picks the platter from the hot plate and presents the dish to the host for approval. He serves each guest using a service spoon and fork. All food is presented in silver dishes with elaborate dressing.
Room Service: It is a personalized and specialized food & beverage outlet which is quiet differs from other F&B outlets where the food and beverage are served for only In- House Guest or this form of service is only given to the Residential guests because it implies the serving of food and beverage in guest rooms of hotels.
Buffet Service: A self-service where food is displayed on tables. The guest takes his plate from a stack at the end of each table or requests the waiter behind the buffet table to serve him. For sit-down buffet service, tables are laid with crockery and cutlery as in a restaurant. The guest may serve himself at the buffet table and return to eat at the guest table laid out. A few courses like the appetizer and soup may be served at the table by the waiter.
Gueridon/French Service: This is a service where a dish comes partially prepared from the kitchen to be completed in the restaurant by the waiter or, when a complete meal is cooked at the table-side in the restaurant. The cooking is done on a gueridon trolley which is a mobile trolley with a gas cylinders and burners. The waiter plays a prominent part as he is required to fillet, carve, flambé and prepare the food with showmanship. The waiter has to have considerable dexterity and skill.
Dining etiquettes (you will prepare by yourself)
KOT/BOT: KOT means kitchen order ticket and BOT stands for Bar Order Ticket. This is issued by the F & B outlet to kitchen to receive the food & beverage items for the service. Every order of food item is written down in this ticket and is done by food & beverage order taker usually in 4 copies depending upon the type and size of the establishment.
1st copy (original) goes to Kitchen/Bar To give the order to prepare food & beverage.
2nd copy goes to cashier To prepare the bill.
3rd copy goes to food server (waiter) To serve the food accordingly the orders received.
4th copy remains in the pad For own reference of F&B Service Department.
KOT contents establishment name & add, KOT No., table no., date, time, particulars, quantity, cover, seat no., etc.
Billings: Bill is given to the guest as a statement of all the expenditure made by him/ her till his or her stay at the catering establishment. The cashier makes the Bill by entering the ordered items and quantity, prices, discount if given and applicable taxes after receiving the KOTs & BOTs and waiter or order taker presents the prepared bill at the end of the service. A bill contents establishment name & add, KOT/ BOT no., cover, date, table no., particulars, quantity, amount charged, tax applicable, discount, cashier signature, guest signature, room no etc. There is no hard & fast rule regarding the content but a bill should be informative, attractive and presentable.
As a bill is the statement of expenditure made by the guest during his/ her stay at the establishment so he/she needs to settle the bill either by cash or credit mode. Sometimes guest signs on the bill, it means that he/she has accepted the amount charged by the establishment and agreed to pay the same at amount later on.
Salesmanship: is the quality of the sales person to make the guest spend extra penny. The staff should have knowledge and skill in selling products and services. To do this, they should possess through knowledge of the products offered for sale, its proper presentation and correct service sequence. A good salesperson also require dedication, positive attitude, initiative, good memory, and willingness to serve and please the customer tactfully and courteously. Sometimes, suggestive selling may be useful to push-sale the services and products to those guests who are uncertain about their preferences.
Unit 7 Introduction to Food Production Department
Introduction: The food & Beverage production department or kitchen is an area where the varieties of meal that are related to different cuisine (kitchen) are prepared, processed & cooked and served in the specific area of the catering establishment. Food preparation follows a flow pattern, which commences with the purchasing and selection of material, their handling, processing and the ultimate presentation of the dishes to the customer, where food service takes place.
The commercial kitchen is responsible for the production of right quantity & quality food at the best standard for the required numbers of people in time by the most effective use of staffs, equipments, and materials.
A kitchen is a well designed closed area with skillful chefs and all necessary equipments tools and utensils liable for preparing food items as per guest orders followed by standard recipes.
Sections of food production department
Storage area:equipment located in this area include the cold room, deep freezer, cold store, and dry store. These are the operating stores located around the main/ central kitchen premises at convenient positions. These stores are frequently used to take out required ingredients either core or ready made at the time of food preparation. The kitchen staff can obtain these ingredients stored here without any requisition.
Food preparation area: equipment should be positioned in those preparations or cooking areas where it is used frequently, e.g. wet preparation areas for fruits and vegetables. Equipment include food washing sinks, stainless steel benches/ working tables, food mincer/ processor, chipper, slicer, shredder, dough maker, etc. in this area, various core ingredients are cleaned, peeled, cut and marinated before delivering to the cooking ranges.
Cooking area: equipments in these area are usually grouped with stainless stell benches/ tables in between or on each side, e.g. atmospheric or pressure steamer, tilt pan, deep fat fryer, hot plate, stockpots, gas/ electric ovens, and many cooking appliances are installed near extrusion canopies. While equipments for short order cooking are positioned together near ventilation to remive heat and fumes. Chef de parties usually head cooking areas in a large hotel. It is normally positioned at the center to facilitate the commis de cuisine.
Service area: equipments used to hold foods hot foods or cold for service, such as a bain-marie, hot plate, refrigerated case, salamanders, etc. are positioned near the service section for quick and easy access by waiters. In some hotels, service bar also is located adjacent to this area.
Cleaning and washing areas: pots/ pans are washed in separated areas or in areas near their use, depending on size of the kitchen. Dishes and glasses are washed in an area conveniently close to serving sections. Equipments located in this area include the glass and dishwashing machines, large sinks and food washing sinks. It also includes stainless steel benches, food disposal units, rubbish bins and cheaning equipments and agents.
Types of Kitchen
There are mainly two types of kitchen
Main or central kitchen
Satellite kitchen
Display Kitchen
Fast food kitchen
Main/central kitchen: It is also known as conventional kitchen. This type of kitchen is usually located at the central part of the hotel near by all food and beverage outlets and also near by the receiving and storing section. This kitchen occupies more space as compared to other satellite kitchen. Executive chef’s office is located at this kitchen.
The main roles or functions of this kitchen are that it is the place where all the works of a commercial kitchen takes place. It is the place where process of food production actually commences like requisition of food materials, its receiving and quality checking, proper storage, pre-preparation and final touch to produce the meal for the service.
Satellite kitchen: This type of kitchen is located near to any outlets which is dependable to the main kitchen for the raw materials or for pre-preparation or for processed materials and sometime for the whole finally produced meal. Some satellite kitchen is responsible to run only one outlet but in majority or if location factor supports, it is responsible to run more than one outlet. The main leader or the main boss of such type of kitchen is kitchen executive who is responsible to run his designated areas smoothly under the brigade of chef de partie and few commis. The good example of satellite kitchen are banquet kitchen, coffee shop kitchen or any outlet kitchen.
Fast food kitchen: is influenced by American catering technology, i.e., fast food to lead a fast life’. It is independently established to meet the pace of customers’ busy life. It is especially located at the public area (lobby level) of a hotel, or out of hotel where either food is taken away or consumed at the fast food lounge area.
Most of the fast food establishments may be found in retail and leisure areas and in road side service complexes, airport lounge, railway stations, and at some events where mobile hamburger and hot dogs stalls are traditionally seen.
It provides varieties of dry and light meal like burger, sandwich, fish and chips, pizza, snacks, grilled meat/ fish/ shellfish, cold and hot beverages, etc.
Display kitchen: in this kitchen food is prepared and cooked in full open view of customers, which appeals to the eyes, palate and dining experience of the guest. At the same time, the sizzle and aroma of food item adds to the pleasure of eating. E.g. frill room. It is also termed as threatre kitchen. The hygiene, sanitation and décor of the kitchen as well as the skill and showmanship of the staff in particular may determine the sale of such kitchens. This kitchen also seeks the support of the main kitchen for various items, it is headed by sous chef/ chef de partie.
Unit 8 Guest Relation
Introduction: Guest relation is simply the interactions of employees with guests in place of hospitality. The interactions are usually one in one encounter which ultimately affects the guest's perceptions about the organization. More over guest relation is the activities where people helping people providing necessary assistance, information, entertainment, welcome and a good service in a desired standard in order to give good first and last impression and make guest to come back again and again.
17 Principles of Successful Guest Relation :
1. Speak to the guest. There is nothing as nice as a cheerful word of greeting.
2. Call the guest by name. The sweetest music to anyone's ear is the sound of his own name.
3. Be friendly and helpful. But don't be over friendly.
4. Smile at guest. It takes 72 muscles to frown but only 14 to smile
5. Be cordial.
6. Be genuinely interested in all guest
7. Be generous with praise. Avoid argument. There is no real winner.
8. Be considerate with the feeling of guest.
9. Be thoughtful of the opinion of guest
10. Be alert to give services
11. Develop "May I help you attitude"
12. Never take the "No" for an answer
13. Don't dismiss the guest
14. Don't make guest unwelcome
15. Don't be distracted from the guest
16. Provide undivided attention
17. Maintain eye contact.
Unit 9 Hotel Visit
(During the course students are encouraged to visit any star hotel or resort to see the basic operational departments and their functioning in order to know about the hotel operations and management, preparation of report and presentation.)
· Make a report about Gokarna Forest Resort and its facilities briefly.
· What are the scope that you saw in “Gokarna Forest Resort” for the student of Travel and Tourism.
