Transcript Document 7198547

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Hotel Operations
Food and Beverage Division
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Food and Beverage Division
• Division…
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Kitchen
Catering
Banquet
Restaurants
Room Service
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Food and Beverage Division
• Division (cont.)…
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Minibars
Lounges
Bars
Stewarding
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Food and Beverage Planning
• Planning…
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Staffing of the department
Cost control
Liaisons
Guest feedback
Competitive analysis
Sensitivity to environmental issues
Recognize and adapt to industry trends
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Skills for Food and Beverage
Directors
• Skills…
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Leadership
Training
Motivation
Budgeting
Cost control
And much more
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Kitchen Organization
• Kitchen Organization…
– Executive Chef
• Responsible for guest satisfaction
• Ensures food quality and consistency
– Sous Chef
• Second in command
• Day to day operations
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Kitchen Organization
• Kitchen Organization (cont.)…
– Chef Tournant
• Rotates through kitchen
• Relieves Chefs de Partie
– Chefs de Partie
• Responsible for different areas within the kitchen
• Examples
– Pasty Chef, Fish Chef, and Banquet Chef
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Food Costs
• Costs…
– Typical food cost ratio is 28-32%
– Food Cost Ratio =
Food Cost
Food Sales
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Contribution Margin
• Contribution Margin…
– Dollar differential between the cost and the
sales price of a menu item
– Example
Pasta Dish sells for
Pasta Dish costs
$8.75
3.75
Contribution Margin
$5.00
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Hotel Restaurants
• Restaurants…
– Number and type depend on type/service of
hotel
– Typically run by Restaurant Manager
– Must promote restaurant to hotel guests
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Bars
• Bars…
– Place to relax and socialize for both business
and pleasure
– Profit percentage for beverage is higher than
food profit center
– Efficiency based on pour/cost percentage
• 16-24% pour/cost percentage
– Unlike food, beverages can be held over if not
sold
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Beverage Cycle
• Beverage Cycle…
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Ordering
Receiving
Storing
Issuing
Bar Stocking
Serving
Guest Billing
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Bar Management
• Bars are run by sommeliers, whose duties
along with wine stewards include…
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Supervising the ordering and storage of wines
Preparing of wine list
Overseeing of staff
Scheduling
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Bar Management
• Duties (cont.)…
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Maintaining cost control
Assisting in wine selection
Properly serving wine
Knowledge of other beverages
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Bar Controls
• Bar Controls…
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Automatic dispensing system
Intoxication of customer
Pilferage by employees
Overcharge/undercharge customers
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Types of Hotel Bars
• Hotel Bars…
– Lobby bar
– Restaurant bar
– Service bar
– Catering and Banquet bar
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Types of Hotel Bars
• Hotel Bars (cont.)…
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Pool bar
Minibar
Night clubs
Sports bar
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Stewarding Department
• Responsibilities of Chief Steward…
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Cleanliness of back of house
Cleanliness of glassware, china, and cutlery
Inventory of chemical stock
Maintenance of dishwashing machines
Pest control
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
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
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Dotted Line Responsibilities
• Responsibilities…
– Catering Director must work with
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Director of Sales
Food and Beverage Director
Executive Chef
Catering Services Manager
– Responsible for selling and servicing all
catering, banquets, meetings, and exhibitions
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Catering Department
• Catering…
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Hotel’s Director of Sales
General Manager
Corporate Office Sales Department
Convention & Visitors Bureau
Competition
Rollovers
Cold calls
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Styles of Meetings
• Theater Style…
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©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Styles of Meetings
• Classroom Style…
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Styles of Meetings
• Dinner Style…
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Catering Event Order
(CEO)
• CEO…
– Also called Banquet Event Order (BEO)
– Contains all information pertinent to the event
that has been planned
– Guaranteed number
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Room Service/In-Room
Dining
• Room Service…
– Typically found in larger city hotels, especially
airport hotels
– Level of service and menu vary
– Challenges
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Delivery of orders on time
Making it a profitable department
Avoiding complaints
Forecasting
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Trends in Food and
Beverage Operations
• Trends…
– Use of technology in guest services and overall
operations
– Use of branded restaurants
– Hotels opting not to offer F&B facilities
– More casual atmosphere
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker
Trends in Food and
Beverage Operations
• Trends (cont.)…
– Themed restaurants
– Standardized menus within a chain
– Sports theme bars
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First Edition
John Walker