Chapter7FBManagement

Chapter 7 F&B Management餐饮管理Learning ObjectivesnDescribe the duties and responsibilities of a food and beverage director and other key department heads.nDescribe the organizational chart of typical food and beverage.nState the functions and responsibilities of the food and beverage departments.1.Mission and goals nWho are they catering for?nGuests of the lodging facilitynConsumers from the external marketn50%of their business from nonguests of the propertynLodging food service accounts for 6%of the total food service marketWhat can they donCompete with numerous chains and independent restaurantsnEliminate food and beverage operationsnLease food and operations to outside companies,chain operated or independent1.Mission and goalsnProvide the appropriate level and degree of f&b service to the propertys guestsnTo support the overall goals of the property on sales and profitnTo assist the property in gaining a competitive advantage over other lodging establishmentsnTo function efficiently and effectively to produce a profit2 organizational chartnWhich departments should be included?nLoungesnBanquet facilitiesnRoom servicenRestaurantnFood preparationsnOthers?餐饮部总监行政总厨师长餐饮经理助理餐厅经理宴会部经理酒吧经理餐厅主管宴会部主管酒吧领班服务员服务员服务员餐厅领班宴会部领班调酒师中/西厨师长管事部经理采购部经理厨房主厨管事部主管管事部主管厨师洗碗/勤杂工业务员厨师领班保管员管事部领班大中型饭店餐饮组织结构图Management Positions in Food and Beverage Service(Very Large Hotel)Case of Four Seasons Hotel in BostonFood and beverage divisionFood preparationCatering salesstewardingSales outletsPrivate barsRoom serviceFull-service loungeFine dining restaurantBanquet fac.OH-11.4Management Positions in Food and Beverage Service(Large Hotel)OH-11.3Management Positions in Food and Beverage Service(Small Hotel)3.Food and Beverage DivisionnKitchennCatering nBanquetnRestaurants/dining roomsnRoom servicenLoungesnBarsnStewarding3.1 kitchennOrganization nKey personnelClassic(French)Organization of a Kitchen(Kitchen Brigade)Contemporary Version of Classic Kitchen OrganizationKey personnelnExecutive chef:n Responsible for guest satisfactionn Ensures food quality and consistencynSous chef:n Second in command(executive chefs assistant)n Day-to-day operationsKey personnelnChef tournant:nRotates through kitchen nRelieves the chef stationnStation chef:nResponsible for different areas within the kitchennExamples:nPastry chef,fish chef,and banquet chefnRoast,gril,and pantryKey personnelnGarde-manager:nCook in charge of all cold food preparation nsaucier:nA sauce cook3.2 catering/banquetnCateringnbanquetCatering DepartmentnCatering:nIncludes a variety of occasions when people may eat at varying timesnBanquets:nRefers to groups of people who eat together at one time and in one placenTerms are used interchangeablyOrganization of the Catering DepartmentDotted Line ResponsibilitiesnCatering director must work with:nDirector of salesnFood and beverage directornExecutive chefnCatering services managernResponsible for selling and servicing all catering,banquets,meetings,and exhibitionsCatering DepartmentnHotels director of salesnGeneral managernCorporate office sales departmentnConvention&visitors bureaunCompetitionnRolloversnCold callsStyles of MeetingsnTheater style Styles of Meetings(cont.)nClassroom style Styles of Meetings(cont.)nHorseshoe-Style SeatingStyles of Meetings(cont.)nDinner style Catering Event Order(CEO)nAlso called Banquet Event Order(BEO)nContains all information pertinent to the event that has been plannednGuaranteed numberWell-planned banquets can be profitable!Banquet Operations:Profit OpportunitiesBanquet menu has higher contribution margin.Banquets frequently celebrate special events.Forecasting and planning production,service,and labor are relatively easy.Formal guarantee is made Less likelihood of overproduction of food with subsequent wasteBeverage sales from hosted or cash bars increase profit.Capable of increasing alcoholic beverage sales Increasing market share of the communitys banquet business Increasing propertys profitabilityFactors/concerns for planning banquet menus:Banquet Operations:Menu Planning Guest preferences Ability to consistently produce items of the desired quality Availability of ingredients required to produce the menu Production/service staff with appropriate skills Equipment,layout,and facility design issues Nutritional issues Sanitation concerns Peak volume production and operating concerns Ability to generate required profit levels Butler ServiceAppetizers and prepoured champagne can be served by service staff at a reception while guests stand.Banquet Operations:Service StylesBuffet ServiceQuantities of food are prearranged on a self-service line;guests pass along the line and help themselves.Family Style(English Style)Platters and bowls of food are filled in the kitchen and brought to guests tables.French ServiceMeals are prepared or finished at tableside by service staff(e.g.,tossing Caesar salad/flambing entre)Platter ServiceProduction staff plate food in the kitchen;service staff bring it to the table and place individual portions on guests plates.Plated Service(American Service)Production staff preportion food on plates in kitchen;service staff serve to guests.Individual Drink PriceCollecting cash or a ticket when each drink is sold Banquet Operations:Beverage FunctionsBottle ChargeCharging on a by-bottle basis for each bottle consumed and/or opened Per-Person ChargeCharging a specific price for beverages based on attendance at the eventCharging the host a specific price for each hour of beverage serviceUsing hours of beverage service;charging number of drinks per hour times number of guestsVarious Ways to Charge for BeveragesHourly ChargeSpecific Per-Event ChargeSizeTimingTwo Critical Concerns Banquet Operations:Banquet Room Set-UpDetermined by:Number of expected guests Local fire safety codes/ordinances Types and sizes of tables,chairs,and other equipment Number of seats per table Required space for aisles,dance floors,band stands,other entertainment,and head tables.Reception/buffet tables Becomes critical when:The same room to be used same day for different functionsLarge evening event precedes following days large breakfast event in same roomLast date that banquet space will be held without signed contract Banquet Operations:Banquet Contracts and Billing PoliciesTopics in banquet contract:Time that a guarantee of attendance must be receivedCancellation policies Guarantee reduction policyBilling:Amount and schedule for guest payment Information about service of alcoholic beverages Other information applicable to a specific event3.3 restaurantsnSupervisor:host/hostess,or maitre dnServersnBussersnCashiersnBartenders or cocktail serversClassic(French)Organization for Dining Room ServiceContemporary Version of Dining Room Service Organization Plan by focusing on menu Menu impacts operational factors:Menu driven by guests wants,needs,and/or preferences Layout/equipment Labor for production,service,and cleanup F&B products for purchaseMarketing concernsRepeat business important to financial success Planning IssuesSimilarities:Hotel and Restaurant Food ServicesAll food service operations must assess financial status Operating budget Income statement/balance sheet/cash flow statementNecessity for standard operating procedures Purchasing/receiving/storing/issuing/prepreparation/preparation/serving/serviceEmphasis on ConsumersFinancial ConcernsCost-Control Procedures Step 1:Purchasing Step 2:Receiving Step 3:Storing Step 4:Issuing Step 5:Prepreparation Step 6:Preparation Step 7:Serving Step 8:ServiceSteps in Food and Beverage Product ControlEffective use of appropriate inventory systemsControl of product quality Securing products from theft Location of products within storage areas Step 4:IssuingProduct rotation concernsMatching issues(issue and usage)Purchasing as inventory is depletedDevelopment of receiving proceduresCompletion of necessary receiving reports(e.g.,addressing financial and security concerns)Develop purchase specificationSupplier selectionPurchasing correct quantitiesNo collusion between property and supplierEvaluation of purchasing processStep 1:PurchasingStep 2:ReceivingStep 3:StoringSteps in Food and Beverage Product Control(cont.)Step 8:ServiceMise-en-place Minimizing food waste/maximizing nutrient retentionUse of standardized recipesUse of portion controlRequirements for food and employee safetyTiming of incoming food deliveryPortion controlRevenue management concernsRevenue control concernsServing alcoholic beverage responsiblySanitation and cleanlinessFood and beverage server attentivenessStep 5:PrepreparationStep 6:PreparationStep 7:ServingSteps in Food and Beverage Product Control(cont.)Transferring some decision-making responsibility and power to front-line employees Enhancing service to guests and increasing profits for the organization Practice of EmpowermentStaff must be trained in standardized procedures.Managers must provide clear direction to employees.Managers must provide necessary resources.To meet unanticipated guest needs effectively:Personnel Requirement SimilaritiesProfitability=Revenue ExpensesHotels“bottom line”profit from F&B sales is likely to be lower than a restaurants.Profit amounts generated by restaurant F&B is relatively easy to calculate.The process of allocating revenues and expenses applicable to F&B services in a hotel is more difficult.Costs of F&B sales is generally higher in a restaurant than in a hotel.Payroll costs(or fixed-labor costs)are higher than in a restaurant.Profitability DifferencesRestaurants:Locations easily accessible to potential guestsHotels:Locations most accessible to guests desiring lodging accommodationsRestaurants:Locations easily accessible to potential guestsHotels:Locations most accessible to guests desiring lodging accommodationsFor hotels,food and beverage service is viewed as an amenity or secondary objective(sale of guest rooms is primary objective)Location within the CommunityLocation within a HotelMenuMarketing-Related Differences3.4 barsnRoles of barsnGuest cyclenManagement of barsnControlnclassificationBarsnPlace to relax and socialize for both business and pleasurenProfit percentage for beverage is higher than food profit centernEfficiency based on pour/cost percentagen1624%pour/cost percentagenUnlike food,beverages can be held over if not soldBeverage CyclenOrderingnReceivingnStoring nIssuingnBar stockingnServingnGuest billingBar ManagementnBars are run by sommeliers(酒保，负责斟酒),whose duties,along with wine stewards,include:nSupervising the ordering and storage of winesnPreparing wine listnOverseeing staffnSchedulingBar Management(cont.)nMaintaining cost controlnAssisting in wine selectionnProperly serving winenKnowledge of other beveragesBar ControlsnAutomatic dispensing systemnIntoxication of customernPilferage（行窃）by employeesnOvercharging/undercharging customersTypes of Hotel BarsnLobby barnRestaurant barnService barnCatering and banquet barnPool barnMinibarnNight clubsnSports bar3.5 Stewarding DepartmentnResponsibilities of the chief steward:n Cleanliness of the back of housen Cleanliness of glassware,china,and cutleryn Inventory of chemical stockn Maintenance of dishwashing machinesn Pest control3.6Room Service/In-Room DiningnTypically found in larger-city hotels,especially airport hotelsnLevel of service and menu varynChallenges:nDelivery of orders on timenMaking it a profitable departmentnAvoiding complaintsnForecastingRoom Service Operations:Profitability ConcernsWhy does it lose money?Relatively few properties generate profits from room serviceVery high labor costsHigh expenses incurred for capital costs Delivery carts/warming devicesWhy offered?How to offset losses?High expenses incurred for capital costs-Delivery carts/warming devicesOffer hospitality suite businessProvide hosted eventsService to guestsImpacts hotel rating Some guests select hotels based on room service availabilityRoom Service Operations:Menu Planning FactorsQuality ConcernsCross-SellingMenu LanguageAdvertising availability of other hotel services Dinner menu providing information about Sunday brunchLess likely to oversee room service food quality Must offer products that maintain quality during holding and transportation to guest room(e.g.,problems with omelets and french fries)Language barriers for international guests Use of pictures and multilingual menu descriptionsClearly state ordering requirements Minimum order charges/mandatory tipping policiesRoom Service Operations:Operating IssuesAn inaccurate room service order cannot be corrected quickly.A minor problem in room service may impact guests perceptions about the entire lodging experience.CommunicationGuest placing order/order taker/room service production-service staff/room service staff Abbreviations should be clearly understood by order taker and food production staffTechnologyImproving the accuracy of room service orders Electronic cash register(ECR)/point-of-sale terminal/remote printerUpselling TechniqueOpportunities for upselling are overlooked.Upselling increases guest check average.Training Issues for Room Service AttendantsRoom Service Operations:Within Guest Room ServicePresenting the guest check and securing payment Opening wine bottles(if applicable)Providing an attitude of genuine hospitality Explaining procedures for retrieval of room service itemsAsking guests where room service meal should be set up4.Skills for Food and Beverage DirectorsnLeadershipnTrainingnMotivation(self motivation)nBudgetingnCost controlnAnd much moreFood CostsnTypical food cost ratio is 2832%nFood Cost Ratio=Food Cost Food SalesContribution MarginnDollar differential between the cost and the sales price of a menu itemnExample:Pasta dish sells for$8.75Pasta dish costs 3.75Contribution margin:$5.00Other operating ratiosnFood and beverage sales per available room=total food and beverage sales/number of available roomsnFood and beverage occupancy=number of covers/number of seatsnRatio of beverage sales to food sales=beverage sales/food sales5.TrendsnUse of branded restaurantsnHotels opting not to offer F&B facilities(coffee shop)nMore casual atmospherenStandardized menusnSports-themed barsnUse of technology in guest services and overall operationsnMore low-fat/low-carb menu items