introduction to hospitality
fifth edition
john r. walker
Chapter 5: Food and Beverage Operations
Chapter 5
Food & Beverage Operations
• Food and Beverage Management
• Kitchen
• Food Operations
• Bars
• Stewarding Department
• Catering Department
• Room Service/In-Room Dining
• Trends
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Food and Beverage Management
• The director of food and beverage
reports to the general manager and is
responsible for the efficient and effective
operation of the following departments:
– Kitchen/catering/banquet
– Restaurants/room service/minibars
– Lounges/bars/stewarding
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Food and Beverage Management
• The skills needed by a food and beverage
director:
– Exceeding guests’ expectations in food and
beverage offerings and service
– Leadership
– Identifying trends
– Finding and keeping outstanding employees
– Training
– Motivation
– Budgeting
– Cost control
– Finding profit from all outlets
– Having a detailed working knowledge of the front-
of-the-house operations
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Figure 5–1 Food and Beverage Division Organization
Chart for a Large Hotel
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Kitchen
• A hotel kitchen is under the charge of the
executive chef, or chef in smaller and medium-
sized properties
• Some executive chefs are called kitchen
managers
• Controlling costs is an essential part of operations;
as labor costs represent the most significant
variable costs, staffing becomes an important
factor
• Financial results are generally expressed in ratios,
such as food cost percentage and labor cost
percentage
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Food Operations
• Restaurant managers are generally
responsible for the following:
– Exceeding guest service expectations
– Hiring, training, and developing employees
– Setting and maintaining quality standards
– Marketing
– Banquets
– Coffee service
– In-room dining, minibars, or the cocktail lounge
– Presenting annual, monthly, and weekly forecasts
and budgets to the food and beverage director
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Bars
• The profit percentage on beverages is higher
than it is on food items, making bars an
important revenue source
• The responsibilities of a bar manager include
the following:
– Supervising the ordering process and storage of
wines
– Preparing a wine list
– Overseeing the staff
– Maintaining cost control
– Assisting guests with their wine selection
– Proper service of wine
– Knowledge of beers and liquors and their service
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Bars
• Bar efficiency is measured by the pour/cost
percentage
• Pour cost is obtained by dividing the cost of depleted
inventory by sales over a period of time
– Food and beverage directors expect a pour cost between 16–
24%
• Hotel bars are susceptible to the same problems as
other bars
– All beverage service staff should receive training in
responsible alcoholic beverage service
– Another risk bars encounter is pilferage
– The best way to prevent these occurrences is to have a good
control system—which should include shoppers
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Bars
• In a large hotel there are several kinds of bars:
– Lobby bars
– Restaurant bar
– Service bar
– Pool bars
– Minibars
– Night clubs
– Sports bars
– Casino bars
– Catering and banquet bar
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Stewarding Department
• Responsibilities of Chief Steward:
– Cleanliness of back of house
– Cleanliness of glassware, china, and cutlery
– Maintaining strict inventory control and
monthly stock check
– Maintenance of dishwashing machines
– Inventory of chemical stock
– Sanitation
– Pest control
– Forecasting labor and cleaning supply needs
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Catering Department
• Catering:
– Includes a variety of occasions when people
may eat at varying times
• Banquets:
– Refers to groups of people who eat together
at one time and in one place
• Terms are used interchangeably
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Figure 5–2 Organization of Catering Department
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Catering Department
• The director of catering reports to the food and beverage
director, and is responsible for selling, servicing, catering,
banquets, meetings, and exhibitions
• The director of catering must be able to:
– Sell conventions, banquets, and functions.
– Lead a team of employees.
– Make up departmental goals and objectives.
– Set individual and department sales and cost budgets.
– Set service standards.
– Ensure that the catering department is properly maintained.
– Be creative and knowledgeable about food, wine, and service.
– Be very well versed in the likes, dislikes, and dietary
restrictions of various ethnic groups.
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Catering
• For meetings, a variety of room setups
are available depending on a client’s
needs; the most frequently selected
meeting room setups are:
– Theater style
– Classroom style
– Horseshoe style
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Figures 5-3, 5-4, and 5-5 Seating Styles
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Catering Event Order
• Also know as the banquet event order
– Prepared for each function to inform the
client and hotel personnel about essential
information to ensure a successful event
– Prepared based on correspondence with the
client and notes taken during the property
visits
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Figure 5–7 Catering Event Order
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Catering Coordinator
• Manages the office and controlling the
function diary (now on the computer)
• Must see that the contracts are correctly
prepared and checks on numerous last-
minute details
• Operates web-enabled technology tools,
such as Newmarket International’s
Delphi System
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Catering Services Manager
• Duties include:
– Directing the service of all functions
– Supervising the catering house persons
– Scheduling the banquet captains and approving staffing
– Cooperating with the banquet chef to check menus and
service arrangements
– Checking that the client is satisfied
– Checking last-minute details
– Making out client bills immediately after the function
– Adhering to all hotel policies and procedures
– Calculating and distributing the gratuity and service charges
– Coordinating the special requirements with the DOC and
catering coordinator
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Room Service/In-Room Dining
• 56% of all properties offer room service and 75% of
airport properties provide room service
• Generally, the larger the hotel and higher the room
rate, the more likely they will offer room service
• Challenges include:
– Delivering orders on time—especially breakfast
– Making room service profitable/forecasting demand
– Avoiding complaints of excessive charges
– Having well-trained and competent employees
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
Key Terms/Thoughts
• F&B Director Responsibilities
• Food Cost %
• Labor Cost %
• Capture Rate
• Pour Cost %
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.
The End
Introduction to Hospitality Copyright ©2009 by Pearson Education, Inc.
Fifth Edition Upper Saddle River, New Jersey 07458
John Walker All rights reserved.