fb service power point intro ch5
TRANSCRIPT
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Hotel Operations:
Food and Beverage Division
CHAPTER 5
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Food and Beverage Management
Director of Food and Beverage
Responsible for efficient operation of the
kitchen/catering/banquetdepts./restaurants/room service/mini
bars/lounges/bars/stewarding
About 20% of hotels operating profitcomes from food and beverage dept.
Acceptable profit margin generally 25-30%
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Food and Beverage Management
(Cont) Director
start the day at 8 am
work week is usually Monday through Saturday
unless special functions/events are scheduled stay in close contact with the Sales Dept.
Important to attend staff meetings, executive
committee meetings, profit and loss statement
meetings
experience includes practical kitchen work, dining
room service, purchasing, stewarding, and room
service
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Food and Beverage Planning
Monthly forecast is prepared between the
12th and 15th of the month
Budget and forecast for upcoming year
prepared between July and September
Plans for special events sketched out in
January
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Kitchens
Executive chef
reports to the F&B manager
manages the hotel kitchen
responsible for efficient kitchen operations,
exceeding guest expectations for quality and
quantity of food, temperature, presentation, and
portion sizemust maintain company standards and achieve
desired financial results
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Kitchens (cont)
In smaller hotels, the executive chef mayalso serve as the F&B Director
Cooperation of staff is key to maintain
operational controls Software can assist (perpetual inventories,
food cost per outlet, standard recipes)
Chefs also examine the contribution marginof food items (difference between cost and
sale price)
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Kitchens (cont)
Performance ratios
Food Cost % equals food cost/sales
averages about 30% for hotels
Labor Cost % equals labor dollars/sales dollars varies by operation
depends on the amount of food made from scratch
Sous chefresponsible for the day-to-day operations
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Hotel Restaurants
May have several restaurants--usually
includes an upscale dining room and a
casual coffee shop restaurant
Restaurants responsible for variety of duties
For example: quality guest service, hiring,
training, developing employees, etc. (p. 217)
Forecasting # of guests difficult due to
unpredictability
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Hotel Restaurants (cont)
Capture rate--# of guests staying in the hotel
who dine in the hotels restaurant
Incentives created for guests to dine in their
restaurant to increase profitability
Ex: meal discounts, cooking demos, promote
restaurant at check in
Difficult to generate profit
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Bars (cont)
Bar efficiency measured by the pour/cost%
Pour/cost % equals the cost of the depleted
inventory/sales over a period of time
If control systems employed, likely to be ~16%
Automated control systems are expensive
provide greater accuracy
protects companies from losses due to over
pouring, pilferage, etc.
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Bars (cont)
Types of bars:
lobby
service/backstage
catering and banquet
pools
mini-bars
night clubs
sports bars
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Stewarding Dept.
Chief steward reports to the F&B Manager
responsible for cleanliness of BOH,
maintaining clean glassware, maintaining strictinventory controls, pest control, etc.
Extremely important to efficient operation
Strict inventory control keeps pilferage to aminimum
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Catering Dept.
Functions bring people together May include anniversaries, weddings,
political events, etc.
Groups that commonly arrange functions(SMERF):
social
military
education
religious
fraternal organizations
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Catering Dept. (cont)
Banquet--group of people eat together at one timeand in one place
Catering includes a variety of occasions when
people eat at various times
may be on or off the premises
Director of Catering
reports to F&B Director
responsible for selling, serving, catering,banquets, meetings, and exhibitions
must have close relationship with Executive
Chef
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Catering Dept. (cont)
Director of Cateringmust be able to sell functions, lead a team of
employees, set and maintain department sales
and cost budgets, set service standards, etc.
builds a list of clients through various events
over the years
conducts the main sales function of the dept.
along with the catering sales managersObtains business leads from various areas
(p.226)
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Catering Dept. (cont)
Typical flow of function booking (fig.5-6):inquiry
check for space available in bible
confirm availability
contract and proposal completed
modifications made
client confirms event arrangements by signing
contract
Room set-ups based on client needs (theatre,
classroom, horseshoe)
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CEO/BEO
Stands for the catering event order or thebanquet event order
Prepared and completed for each to inform
client and hotel personnel
Communicates essential info about the
function (what needs to happen and when)
Based on corresponsdence with the client and
the notes taken during the meetings
Specifies the room layout and dcor, time of
arrival, VIPs, bar times, service details, etc.
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CEO/BEO (cont) Guaranteed # of guests agreed to prior to the
function
Catering mgrs. closely monitor the final #s for
each function
Final # required 7 days to 72 hours before the
function---more accurate #s
Some hotels have a policy of preparing for
about 3-5% over the guaranteed # of guests
Director of catering holds weekly meetings
with key individuals
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Catering Coordinator
Responsible for managing the office and
controlling the function diary or bible
(permanent record is maintained of eachfunction rooms availability, tentative
booking, or guaranteed booking)
Computer programs used today such asDelphi
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Catering Services Manager
Responsible for delivering service that
exceeds the expectations of guests and the
client very demanding because many things occur
simultaneously
Duties include: directing the service of allfunctions, supervising, scheduling, checking
guest satisfaction, etc.
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Room Service/In-Room Dining
Survey by the AH&MA revealed that 56%
of all properties and 75% of airport hotel
properties offer room service Economy and mid-priced hotels have
vending machines or local delivery
allows them to provide a desired servicewithout additional expense to the operation
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Room Service/In-Room Dining
(cont) Challenges include: delivering orders on
time, making it profitable, avoiding
complaints of excessive charges, andforecasting demand
Planning includes proper equipment
required, completing accurate staffingschedules, the pricing of a profitable menu
the guests will accept
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Room Service/In-Room Dining
(cont) Sous-vide now being used
airtight pouches of prepared food that can be
quickly reheatedprovides round the clock quality food to guests
Room service managers analyze the front
desk forecast, which gives details of thehouse count and guest mix
Training is critical for staff
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THE END