Module 2: Lesson 1

MODULE 2: Staffs Attributes, skills and knowledge

In this module the student/s shall: Learn about the organizational structure of the
different types food service operation, it shall deal with managing human
resources, the skills involve and required to become a competent member of
the food service operation

ENGAGE:
Learning Outcome:
1. Control the human resources of a department or organization that
provides food services.
2. Communicate appropriately with clients, staff and management
3. List of management, production, and customer service jobs that are
common in the food service sector, along with what they do to deliver
food services.
4. Describe the management duties involved in food and beverage
operations, such as developing recipes, menu planning, menu design,
control, and F&B marketing.
5. Develop attitudes to quality and value in respect of people,
management and customer care

EXPLORE AND EXPLAIN:

The food service operation organizational chart

Typical organization charts for small and larger hotels are given in. In both these
charts various food and beverage job roles are identified. For food and
beverage operations not set within hotels, the organization often resembles the
food and beverage section of the hotel organization charts.
However, different terminology can be used for the various job roles in differing
types of establishment. The various types of job roles in food and beverage
service are identified below. In some smaller operations a number of these job
roles may be combined.
General
Food
Front of
and beverage house
manager
Head chef Housekeeper
manager Head receptionist
Take food, wine and This is common courtesy – agreement needs to be
drink orders through obtained for any items that are to be served. For
hosts larger parties, where there may be a choice, orders
may be taken individually but it is useful to confirm
what has actually been ordered with the host as this
may save any disagreements later.
Serve cold food When the hot food is served the service is complete
before hot food and customers can enjoy the meal without waiting for
additional items to be served. For the same reason,
accompaniments should be automatically offered
and served at the same time as the food item.
Serve wine before food Similar to above. Customers will wish to enjoy the wine
with their meal. They will not want to wait for the wine
service, as their hot food will go cold.
Use under plates (liners) These are used (cold) for four main purposes: to
improve presentation on the table; to make carrying
of soup plates, bowls and other bowl-shaped dishes
easier; to isolate the hand from hot dishes; to allow
Food and beverage manager
cutlery to be carried along with the item.
Depending on the size of the establishment, the food and beverage manager
is either responsible for the implementation of agreed policies or for
contributing to the setting of the food and beverage policies. The larger the
organization the less likely the manager is to be involved in policy setting. In
general, food and beverage managers are responsible for:

● ensuring that the required profit margins are achieved for each food and
beverage service area, in each financial period
● updating and compiling new wine lists according to availability of stock,
current trends and customer needs

● compiling, in liaison with the kitchen, menus for the various food service
areas and for special occasions

● purchasing of all materials, both food and drink

● ensuring that quality in relation to the price paid is maintained
● determining portion size in relation to selling price
● ensuring staff training, sales promotions and the maintenance of the highest
professional standards

Restaurant manager/supervisor
◗ The restaurant manager or supervisor has overall responsibility for the
organization and administration of particular food and beverage service
areas. These may include the lounges, room service (in hotels), restaurants
and possibly some of the private function suites.
 Hold cutlery in the This is safer, makes for more accurate placing of
middle at the sides items on the table, and also helps to prevent finger
responsible for any staff training that may be required, either on or off the between the thumb marking on the clean cutlery items.
and forefinger

◗ It is the restaurant manager who sets the standards for service and is
job. They may make out duty rotas, holiday lists and hours on and off duty,
and contribute to operational duties Lay table place This makes table laying easier. Place a centre to the
settings (covers) cover (a table mat or side plate for instance) then lay
from the inside out tableware in order from the inside of the cover
outwards. When laying a number of covers it is more
run efficiently and smoothly. efficient to lay each piece of tableware for all covers
◗ (depending on the size of the establishment) so that all the service areas
in sequence, i.e., all side plates, then all side knives,
Reception headwaiter
etc.
◗
and for keeping the
Convention Rationale

◗ The reception headwaiter is responsible for accepting any bookings

Use of standard lay-ups Indicates the type of meals being taken, the sequence
of the courses and also what stage customers are at
reservations to within a meal.

◗ booking diary up to date. They will reserve tables and allocate these
Fully or partly lay the Most often tables are fully laid before a meal but this
table before a meal may vary, for instance, if the table is likely to become
takes them to the table and seats them. begins excessively cluttered or where there is not sufficient
◗ particular stations. The reception headwaiter greets guests on arrival and
equipment to fully pre- lay all the tables.
Place items on the Make sure that any crested or patterned crockery or
Headwaiter/maître d’hôtel/supervisor table consistently glassware is always placed the same way round on
the table and that it is evenly spaced.
Place items low to high Lower items should be placed near to the customer
seeing that all the pre-preparation duties necessary for service are efficiently and taller items behind or to the side of these. This
makes items easily accessible by the customer and

◗ The headwaiter has overall charge of the staff team and is responsible for
carried out and that nothing is forgotten. The headwaiter will aid the
helps to avoid accidents.
reception headwaiter during the service and will possibly take some orders if
the station waiter is busy. The headwaiter also helps with the compilation of Place items Items placed on a table should be within reach
according to the of the customer. Handles, etc., should be set for
duty rotas and holiday lists, and may relieve the restaurant manager or
customer’s position at the customer’s convenience.
reception headwaiter on their days off. the table
Use checklists for These help to ensure that all information is complete
Station headwaiter/section supervisor all aspects of and that all managers and staff carry out
service procedures in the same way.
Be aware of Look out for, and be prepared to deal with, people
customers who may with sight, hearing, speech, mobility and language
sections. The station headwaiter has the overall responsibility for a team of have additional difficulties. Also be able to deal with children.

◗ For larger establishments the restaurant area is broken down into

staff serving a number of stations within a section of the restaurant area. needs
Each of the sets of tables (which may be anything from four to eight in Use order Use of such techniques helps any server to
number) within the section of the restaurant area is called a station. notation identify which member of a party is having a
techniques particular item of food or beverage.
Avoid leaning over This shows courtesy and respect for physical space.
and its correct service, and be able to instruct other members of the staff. customers Remember that no matter how clean service staff
members are, food and beverage smells do tend to

◗ The station headwaiter must have a good knowledge of food and wine
They take the food and beverage orders (usually from the host) and carry
cling to service uniforms.
out service at the table with the help of the chef de rang, who is in
General conventions for food and beverage service command of one of the stations within the section.

Convention Rationale
Always work as part All members of the team should know and be Station waiter/chef de rang
of a team able to do their own job well, to ensure a smooth,
well-organised and disciplined operation.
Work hygienically For the protection of other staff and customers from ◗ The chef de rang or station waiter provides service to one set of tables
and safely harm and to avoid accidents. (between about four and eight) known as a station within the restaurant
Pass other members of Having an establishment rule about each area. The chef de rang will normally have had less experience than a station
staff by moving to the member of staff always moving to the right (or headwaiter.
right left) avoids confusion and accidents.
Avoid contact If contact between fingers and mouth or hair, etc.,
between fingers and is unavoidable, then hands must be washed before Assistant station waiter/demi-chef de rang
mouth or hair continuing with service. Always wash hands after
using the toilet.
Cover cuts and sores Covering cuts and sores with waterproof plasters or
◗ The assistant station waiter or demi-chef de rang is the person next in
dressings is essential health and safety practice. seniority to the station waiter and assists as directed by the station waiter.
Use check lists Using checklists ensures that all members of staff
for complete all preparatory tasks in the same way. For
preparation example, housekeeping duties, furniture layouts, linen, Waiter/server/commis de rang
tasks paper, glassware, tableware, crockery, condiments,
accompaniments, table decorations, menus, place The waiter or commis de rang acts by instruction from the chef de rang. This
cards, table plans, service sideboards/stations and person mainly fetches and carries, may do some of the service of either
service equipment. vegetables or sauces, offers rolls, places plates upon the table and so on, and
Prepare service areas in Ensure service areas are laid out and housekeeping also helps to clear the tables after each course. During the pre-preparation
sequence duties have been completed before the preparation period much of the cleaning and preparatory tasks will be carried out by the
for service begins. commis de rang.
This can save time and unnecessary duplication of
effort afterwards.
Consider using In some establishments members of staff wear Trainee commis/debarrasseur/apprentice
white gloves white cotton gloves when carrying out various
preparation tasks. The gloves help to prevent the The trainee commis or debarrasseur is the apprentice or learner, having just
soiling of clean service items and avoid putting joined the food and beverage service staff, and who wishes to take up food
finger marks on cleaned and polished service
service as a career. During the service this person will keep the sideboard well
equipment. White gloves are also sometimes used
during service, instead of using service cloths,
stocked with equipment and may help to fetch and carry items as required.
when serving plated foods that are presented on
hot plates. The debarrasseur will carry out some of the cleaning tasks during the pre-
Use a model lay-up Lay one initial full place setting (cover) to use as a preparation periods. They may also be given the responsibility of looking after
model for all staff to measure against. A place setting and serving hors-d’oeuvre, cold sweets or assorted cheeses from the
is usually about 60 cm wide. appropriate trolleys.
Hold glasses or cups at This is hygienic practice. Service staff should not hold
the base or by the glasses or cups, etc., by the rim.
handle
Carver/trancheur Buffet assistant/buffet chef/chef de buffet
The carver or trancheur is responsible for the carving trolley and the
carving of joints at the table as required. The carver will plate up each
portion and service with accompaniment as appropriate. the carving and portioning of food and its service. This staff member will
◗ The chef de buffet is in charge of the buffet in the room, its presentation,
normally be a member of the kitchen team.
Floor or room service staff/chef d’étage/floor or room waiter
Cashier
The floor or room service staff are often responsible for a complete floor in an
establishment or, depending on the size of the establishment, a number of
rooms or suites.
Room service of all meals and beverages throughout the day is normally only ledger account entries for a food and beverage operation. This may include
◗ The cashier is responsible for billing and taking payments, or making
offered by a first-class establishment. In smaller establishments room service making up bills from food and drink checks or, in a cafeteria for example,
may be limited to early morning teas and breakfasts with the provision of in- charging customers for their selection of items on a tray
room mini bars and tea and coffee facilities.
Counter assistants
Bar staff/bartender/mixologist
counter and sometimes serve or portion food for customers. Duties may also
◗ Counter assistants are found in cafeterias where they will stock the
include some cooking of call order items.
competent in preparing and serving a variety of wine, drinks and cocktails. Table clearers
◗ The people working within bar areas must be responsible and
They should have a thorough knowledge of all alcoholic and non-alcoholic
drinks being offered within the establishment, the ingredients necessary for
the making of cocktails, and have knowledge of the requirements of the
liquor licensing laws to ensure legal compliance. not waiter service. These people are responsible for clearing tables using
◗ Again, table clearers can be found in seating areas where the service is
trolleys specially designed for the stacking of crockery, glassware, cutlery,
etc.
bar. The term is also used for people who are creators of new mixed drinks.
◗ A mixologist is a person who mixes and serves alcoholic beverages at a
They may also be called a cocktail maker, a cocktail bartender or simply a Function catering/banqueting staff/events staff
bartender. Mixology is the art of making mixed drinks.
certain number of permanent staff. These will include the banqueting and
Barista
◗ In establishments with function catering facilities there will normally be a
conferencing manager, one or two assistant managers, one or two
headwaiters, a dispense person and a secretary to the banqueting and
bartender who typically works behind a counter, serving both hot and cold conferencing manager. All other banqueting, conferencing and events staff
◗ The word barista is of Italian origin. In Italy, a barista is a male or female
beverages as well as alcoholic beverages. Although it does not mean are normally engaged as required on a casual basis. In small
specifically a person who makes various types of espresso-based coffee, it establishments, where there are fewer events, the manager, the assistant
is now often used with this meaning. The plural in English is baristas. manager and the headwaiter will undertake the necessary administrative
and organizational work.