food & beverage service personnel - educaterer india€¦ · other f&b service personnel:...
TRANSCRIPT
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Food & Beverage Service
Personnel
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Session Objectives
To understand the organisational chart
To know the Duties & responsibilities
To understand Etiquettes of a Hotelier
To understand Attributes of a Hotelier
To understand the Job description
To understand the Guest satisfaction
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Content
Organisational chart
Duties & responsibilities
Etiquettes
Attributes
Job description
Guest satisfaction
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Organization Structure
GENERAL MANAGER
Asst. GM/ Resident Mgr.
Food & Beverage
DIRECTOR
Food & Beverage Manager
Executive Chef HUMAN
RESOURCES MANAGER
MATERIALS MANAGER
CHIEF ENGINEER
FINANCIAL CONTROLLER
ROOMS DIVISION
MANAGER
Front Office Manager
Executive Housekeeper
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Hierarchy of F & B Department
F & B Director
F & B Manager
Restaurant Manager
CONTD….
Outlet Manager(s)
Bar Manager
Banquet Manager
Room Service
Manager
Asst. F & B Manager
Executive Chef
Sous Chef
Chef de partie
Commis-I
Commis-II
Commis-III
Apprentice
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Hierarchy of F & B Service department
Restaurant Manager
Asst. RM
Senior Captain
Reception
Senior Captain Station
Captain
Steward
Asst. Steward
Apprentice
Banquet Manager
Asst. Bqt. Manager
Bqt. Senior Captain
Bqt. Sales Coordinato
r
Bqt. Captain
Bqt. Stewards
Bqt. Casuals
Bar Manager
Asst. Bar Manager
Bar Captain
Barman/ Bartender
Asst. Bartender
Bar Stewards
Bar Utility workers
Room Service
Manager
Asst. RS Manager
RS Captain
RSOT (RS Order Taker)
RS Stewards
RS Asst. Stewards
Trainees
Outlet Managers
Asst. Outlet
Manager
Sr. Captain
Captain
Stewards
Asst. Stewards
Trainees
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RESTAURANT BRIGADE, PARALLEL TERMINOLOGY
ENGLISH FRENCH AMERICAN
Restaurant Manager Directeur de restaurant Restaurant Manager
Asst. Rest. Manager Gerant Asst. Rest. Manager
Reception Head Waiter Maitre d'hotel reception Senior Captain Reception
Station Head Waiter Maitre d'hotel de carre Senior Captain Station
Station Waiter Chef-de-rang Captain
Asst. Station Waiter Demi chef-de-rang Steward
Waiter / Server Commis-de-rang Asst. Steward / Associate
Trainee commis Debarrasseur Apprentice
Other F&B Service personnel:
ENGLISH FRENCH AMERICAN
Carver Trancheur Trolley Captain
Floor Waiter Chef d'etage Floor/Room Ser. Steward
Lounge Waiter Chef-de-salle Lounge Steward
Wine Waiter Sommelier Wine Butler
NOTE:- The position of the above F&B personnel in the Hierarchy Chart is
decided by the Management.
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Duties & Responsibilities
Food & Beverage Manager:
Responsible for policy making and ensuring its implementation
Ensuring the required profit margins are achieved for F&B in each financial periods
Menu compilations
Hiring & Firing staff
Holding regular meetings
Departmental trainings, promotions and maintenance of the highest standards
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Duties & Responsibilities Asst. F&B Manager: Assists the F&B manager in his duties &
responsibilities & takes charge in his absence.
Restaurant manager: Overall responsible for the organization &
administration of a particular F&B Outlet
Setting the standards of service
Trainings
Approving requisitions, Duty roasters etc.
• Asst. Restaurant Manager: Co-ordinates with the RM and works out the
guidelines provided
9 HLDC
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Duties & Responsibilities
Reception Head waiter/Hostess: Responsible for reservations & allocating of
tables
Greeting & seating guests
Seeing-off the guests
Head Waiter/ Maitre d’ hotel/ Sr. Captain: Overall in charge of the staff team
Responsible for seeing that all necessary duties
for service is effectively carried out
Assists the Mgr. in making duty roasters and job
allocations during operations
10 HLDC
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Duties & Responsibilities
Station Head Waiter / Maitre d’ hotel de curre / Captain:
In charge of a section / station
Coordinates the service at the section
Takes orders & conducts the service as per
the set standards of the organization
Station waiter / Chef de rang / Steward:
Both the Station Waiter & Captain must work
together as a team to provide an efficient &
effective service
11 HLDC
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Duties & Responsibilities
Asst. station waiter / Demi Chef de rang/ Asst. steward:
Assists in the service in a section
Waiter/ Commis de rang / Server:
Waiters are under the station waiter
Picks up orders
Assists in service
Clears & organizes mise-en-place
HLDC 12
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Duties & Responsibilities
Apprentice / Debarrasseur / Trainee Commis:
Is a learner and will carry out instructions of the service team and assist wherever required
Wine waiter / Sommelier / Wine butler:
Suggests and serves beverages specially wines
HLDC 13
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Personal Hygiene and Grooming
Positive Attitude to work / customers /
colleagues
Assuming Responsibility
Memory & Anticipation
Courtesy
Technical Skills
Legible Handwriting
Sales Ability
14 HLDC
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Grooming
WAITERS--
Hair should be cut short
Side-locks should be half the ear-lobe
The uniform should be spotless and well
ironed
Nails and hands
No body odor or smell of cheap perfumes
Shoes should be well polished
Well shaved and moustache well trimmed
There should be no bad breathe
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No earrings or studs can be worn
Only one wedding ring can be worn
No bracelets or jewellery on the wrists can be
worn
Black socks only
Black belt with buckle only
Strong perfumes and deo-sprays should not
be used.
Should use lightly perfumed deodorants
Grooming
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WAITRESS -
Hair can be boy cut or,
Hair should be tied in a bun & covered with a
black net if the hair is shoulder length
Shoes should be black, with low heals, and
toes should be covered
Jewelery to be limited
Only a simple pearl necklace
Ear studs only (pearls only, no stones)
Only one wedding finger ring only
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No nail paint allowed
Nails should be properly cut
Strong make–up not allowed only light
make-up to be used
Dark and strange colored lipsticks are not
allowed
Strong perfumes and deo-sprays are not
allowed
Light deo-sprays should be used
No eye shadows to be used
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Guest Satisfaction
Value for money
Eye for detail while serving
Proactive effort
Focus on customer delight
Genuine service
Genuine product
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Let’s Recall
Organisational chart
Duties & responsibilities
Etiquettes
Attributes
Job description
Guest satisfaction
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Bibliography
Food & Beverage Service(Dennis Lillicrap,pg
20)
Google www.scribd.com/doc/.../Manual-for-Food-Beverage-Service