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©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First EditionJohn Walker
CHAPTER
CHAPTER
5
Hotel Operations Food and Beverage Division
©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First EditionJohn Walker
Food and Beverage Division
• Division…– Kitchen– Catering – Banquet– Restaurants– Room Service
©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First EditionJohn Walker
Food and Beverage Division
• Division (cont.)…– Minibars– Lounges– Bars– Stewarding
©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First EditionJohn Walker
Food and Beverage Planning
• Planning…– 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 EditionJohn Walker
Skills for Food and Beverage Directors
• Skills…– Leadership– Training– Motivation– Budgeting– Cost control– And much more
©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First EditionJohn 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 EditionJohn 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 EditionJohn 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 EditionJohn Walker
Contribution Margin
• Contribution Margin…– Dollar differential between the cost and the
sales price of a menu item– Example
Pasta Dish sells for $8.75Pasta Dish costs 3.75
Contribution Margin $5.00
©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First EditionJohn 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 EditionJohn 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 EditionJohn Walker
Beverage Cycle
• Beverage Cycle…– Ordering– Receiving– Storing – Issuing– Bar Stocking– Serving– Guest Billing
©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First EditionJohn Walker
Bar Management
• Bars are run by sommeliers, whose duties along with wine stewards include…– 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 EditionJohn Walker
Bar Management
• Duties (cont.)…– 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 EditionJohn Walker
Bar Controls
• Bar Controls…– 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 EditionJohn 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 EditionJohn Walker
Types of Hotel Bars
• Hotel Bars (cont.)…– Pool bar– Minibar– Night clubs– Sports bar
©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First EditionJohn Walker
Stewarding Department
• Responsibilities of Chief Steward…– 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 EditionJohn 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 EditionJohn Walker
Dotted Line Responsibilities
• Responsibilities…– Catering Director must work with
• 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 EditionJohn Walker
Catering Department
• Catering…– 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 EditionJohn Walker
Styles of Meetings
• Theater Style…
X X X X X X X X X X X X X X X X
X X X X X X X X X X X X X X X X
X X X X X X X X X X X X X X X X
X X X X X X X X X X X X X X X X
©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First EditionJohn Walker
Styles of Meetings
• Classroom Style…
©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First EditionJohn Walker
Styles of Meetings
• Dinner Style…
©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458
Introduction to Hospitality Management, First EditionJohn 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 EditionJohn Walker
Room Service/In-Room Dining
• Room Service…– Typically found in larger city hotels, especially
airport hotels– Level of service and menu vary– Challenges
• 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 EditionJohn Walker
Trends in Food andBeverage 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 EditionJohn Walker
Trends in Food andBeverage Operations
• Trends (cont.)…– Themed restaurants– Standardized menus within a chain– Sports theme bars