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F & b service


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F & b service

  1. 1.  1. Get an overview of the food service industry  2. Enumerate and discuss the different food service establishment  3. Discuss the dining operation of a fine dining restaurant.  4. Discuss the standards of restaurant based on the DOT.
  2. 2. •The Department responsible in the preparation and delivery of food and beverage and service to guest in all its outlets, guestrooms, function room and outside catering in accordance with prescribed standards.
  3. 3.  Coordinate with the kitchen and other department on matters pertaining to food preparation and service.  Maintaining the goodwill of patrons and guest through effective guest relation, proper handling of guest complaints; inquiries and requests.
  4. 4.  Restaurant now a days give attention to structural design to entice patrons. Establishments displays thematicinspired decors and influences that serve as a form of tourist attraction. People come to these establishment for the experience and the ambiance that these thematic influence bring.  Tourist go to food and beverage establishment primarily to learned more about a locality through its food.
  5. 5.  F & B Manager -Plans, organizes, directs & controls the delivery of service in all outlets, guestrooms & banquets & sees to it that policies & standards are complied with.  F & B Supervisor - Overseas food & beverage operation in his assigned outlets ensures that service is carried out in accordance w/ prescribed standards and policies.
  6. 6.  Captain Waiter -Oversees the set-up and delivery of service in his/her assigned station.  Receptionist / Cashier -Welcomes & greets customers at the entrance & escort them to their tables.  Waiter -takes and serves food and beverage order according to prescribed standards of service.  Busboy -dining room helper and runner
  7. 7. FINE DINING STRUCTURE DEPARTMENT KITCHEN FOOD SERVICE BANQUET Brief Description • The French Kitchen Brigade ( for larger hotels) prepares all food and beverage requirements of the hotel •Provides service for al guests in the hotel by assisting them with their food and beverage requirements. Department Head • • Director of Food and • Beverage Director of Food and Beverage Section Manager • Executive Chef/Director of Food and Beverage Sous Chef • Banquet Manager Supervisory • Chef de partie ( Station Chef) • Food and Beverage • outlet manager/ Maitre d’hotel F&B Outlet • Supervisor/ Captain/ Rank and File • • • • • Aboyeur (expediter) Butcher Commis Steward Room Service • • • Chef de rang Commis de rang Sommelier •Provides food and beverage services for all events held in the hotel • Banquet Supervisor/ Banquet Captain Banquet server
  8. 8. HOTEL FINE DINING RESTAURANT • Upscale restaurant in hotels are also called fine dining or white tablecloth restaurant. • Fine dining restaurant offer specialized menu selections, such as ala carte (individually priced) or table d’hote ( set menu). • The items on the menu may be available for long periods usually around three months. It may change according to season and to the request of regular guests. • Menu changes are based on food consumption pattern, salability, and availability of ingredients.
  9. 9. Fine dining in an upscale restaurant  Food presentation and service are impeccable.  The executive chef and top management review the menu and eating habits every three months t keep the restaurant dynamic in meeting guest needs.  Most these restaurants have an extensive wine list that can be also enhance the taste of the food.
  10. 10. Fine dining in an upscale restaurant  Price is higher compared to other establishments to compensate for higher operating costs such as food cost, beverage cost, and salaries and wages.  Reservation prior to dining are a common requirement in upscale outlets meals in fine dining restaurants are often enjoyed and appreciated with a company, leading to slow table turn. Reservation system are thus frequently utilized in this setting.  Formal table service, like the French and Russian services, is frequently applied in these establishment.
  11. 11. Only clean & sanitize glasses’ flat wares, china wares & other equipment shall be set-up & to be used for service. Equipment should not be exposed to contamination. Food delivered for room service must be covered to avoid bacterial contamination.
  12. 12. Service equipment like bowls, glasses and cutleries must be handled properly. Bowls should be underlined with appropriate plate under liner and never to be served with the finger touching the rim. Avoid touching the food and utensils with bare hands.
  13. 13. When serving additional utensils or napkin, place them in a small plate to avoid direct contact with the hand. The thumb should be kept away from the plate to avoid touching the sauce, meat or dish. To avoid contamination, food must be covered when it is not served immediately. Never serve food and cutleries that have fallen on the floor.
  14. 14. 1.COMPLETENESS  All needed utensils; china wares, glasses and other equipment are set-up on the table prior to serving orders. Place mat set-up when the table is not covered with tablecloth. 2. CLEANLINESS AND CONDITION OF EQUIPMENT a) All pre-set equipment must be immaculately clean, sanitized, wiped dry, and free of spots and watermarks.
  15. 15.  b) There are no wobbly tables and chairs.  c)There are no chipped/stained glasses  d) No damaged, broken or distorted cutleries are set-up on the table.  e)Linen is fresh, clean without spots or stains and not wrinkled.
  16. 16.  3. BALANCE AND     UNIFORMITY a) There is even spacing between chairs and covers. b)Cutleries are spaced at least ½ inch from the edge. c)Same equipment is set-up for the same order. d)Cutleries are aligned properly, with the same distance from the edge.
  17. 17.      4. ORDER A) All service equipment are placed on the appropriate side of the cover. - The glasses, cups, saucers, spoon, knife, and cocktail fork are on the right side. - Fork and side dishes are on the left side. - Water glass is set-up on the right side, about an inch on top of the knife. B)The cutleries are arranged in proper sequence following the order by which they will be served.
  18. 18.  5. EYE APPEAL  The whole set-up looks presentable.  a) Presidential and buffet tables are skirted for banquet functions.  b) Appropriate color combinations are used.  c)No eye sore is seen in the dining area.  d)Appropriate centerpiece and other decors are provided for.
  19. 19. TYPES OF TABLE SERVICE AMERICAN SERVICE  Also called plated service because the food is already arranged in individual plates at the kitchen, ready to be served to guest, usually on the right side. This is usually done for a la carte orders good for one serving. Plated foods are served w/ garnish & accomplishments.  This type of service is ideal for coffee shop where there is a need for fast service.
  20. 20. TYPES OF TABLE SERVICE RUSSIAN SERVICE  The food is pre-arranged in a platter, usually good for one table, then it is dishes out from the platter to the individual plates of guest by the waiter.  Russian service is usually done for banquet functions, it guarantees equal portioning of food because the food served is pre-portioned & pre cut. It is preferred over plate service when there are no heaters for individual plates.
  21. 21. TYPES OF TABLE SERVICE FRENCH SERVICE  This type of service involves table side preparation.  The food is partially prepared and precut at the kitchen.  Then the preparation is completed at the side of guest’s table, usually with some showmanship.  This is usually by a chef or a headwaiter in his absence.
  22. 22. TYPES OF TABLE SERVICE BUFFET SERVICE  This is self service because the guest has to line up to get his food in buffet table where foods are classified and arranged in sequence from colds, to hot dishes and desserts. Hot dishes are placed in chafing dishes to keep them warm.
  23. 23. ARRANGEMENT OF FOODS IN A BUFFET TABLE LEGEND  1. Salad plate  2. Cold appetizer  3. Salad & dressing  4. Soup  5. Soup bowls  6. Dinner plates  7. Servings spoon  8. Dessert plate
  24. 24. RULES OF BUFFET SET UP    Set up cold dishes separately from hot items & dessert. Arrange foods from lightest to heavies. Place cutleries on the guest table, not in the buffet.
  25. 25. DINING EXPERIENCE  The guests are greeted at the door. In greeting the guests maintain eye contact and greet the guests according to the hotel’s standards. All guests with coats and hats may be assisted to the checkroom.  The guest is asked as to the expected number of guests coming. He is then assisted to a table.
  26. 26. DINING EXPERIENCE  Once the guest are seated, the order taker greets them and ask if anyone would like a drink. The server may give a suggestion or simply provide the customers with some information on what types of beverages the restaurant offers.  Drinks should be served quickly to make an impression that service is efficient and prompt.  The server should explain to the guest the menu as well as the specialties of the outlet. It is important that server has a product knowledge of all menu items. Mastery of menu will allow the server to upsell and perform suggestive selling. Foreign items should be carefully explained on what and how it is prepared.
  27. 27. Accreditation of Restaurants in the Philippines
  28. 28. Accreditation of Restaurants in the Philippines
  29. 29. Accreditation of Restaurants in the Philippines
  30. 30. Career Opportunities
  31. 31. Career Opportunities
  32. 32. Career Opportunities
  34. 34. OBJECTIVE  Define hotel based DOT standards  Identify the different types of hotel  Enumerate the different hotel rating system  Explain the concept of management contract  Identify Career path in the hotel industry
  37. 37. HOTEL RATING
  38. 38. HOTEL RATING
  41. 41. Hotel Management Contract
  42. 42. Hotel Management Contract
  43. 43. FRONT OFFICE DEPARTMENT  Front Office Department is the “nerve center” of the hotel.  All the staff working at Front Office are called “frontliners.”
  44. 44. FIT short for Free Individual (or Independent) Transient or guests who travel independently and do not belong to a group.
  45. 45. RACK RATES rates printed on our Tariff Sheet, effective during the calendar year and are quoted plus plus. These rates are given BY THE FRONT DESK to any inquiry for hotel room rates, regardless if they are coming form travel agents or corporate accounts, or individuals
  46. 46. SHOW-ROOMS  Selected rooms from every room category offered by the hotel which are shown by the Sales Account Executives to their clients and prospective accounts from time to time. Show-rooms are the last rooms to sell in the hotel in order to protect them from regular wear and tear.
  47. 47. CONTRACTED RATES given by the Sales & Marketing department to its corporate and travel agency WALK – IN – guest or guests who check in without any prior room reservation.
  48. 48. GIT “Group Inclusive Tour” or guests traveling in a group; either as a members of a corporate account or tour group booking, usually numbering 10 persons and up.  An abbreviation for
  49. 49. BLOCKING  A term used by Reservations (and by the Sales & Marketing Department) to “Block” in advance for big group arrivals, VIP’s and even FIT’s arrivals. Desk Clerks should consider room blocking as a sacred, and should not be touched, changed and informed to the guests who are not yet checked-in (because room assignment can be changed without prior notice).
  50. 50. TRANSFERS  The term used by transportation companies, tour agencies, and by hotel concierge to indicate a transportation service from airport to the hotel or vise versa. Transfers may either be one-way or round trip.
  51. 51. NO SHOW  A confirmed room reservation which did not materialize due to the failure of the expected guest to check-in on the appointed date; hence a no-show.
  52. 52. INCIDENTALS  The term used for charges on services billed to the personal accounts of guests like telephone calls, room service, and other services specifically not included as “charge to the company” to the tour agency or to an airline.
  53. 53. ROOM TYPE  Refers to the type of room configuration offered in a particular hotel room. A room type is determined by the number of beds configured in the room. This is not to be confused with room category nor with single or double occupancy.
  54. 54. BASIC ROOM TYPE ARE:  SINGLE – a room composed of one single bed.  TWIN – a room with TWO beds, whether these beds are two singles as described above or two double beds, each measuring approximately 54” x 78” or two king-size doubles, each measuring 75” x 78” or more.  DOUBLE – a room with one big double bed, be it queen or king size bed.
  55. 55. ROOM CATEGORY  Categories are labels assigned to the rooms or suites of a hotel to differentiate them from the amenities available or offered in each category, the room locations, and even room size. Room categorization is also used by Sales & Marketing for its room pricing function.
  56. 56. BASIC ROOM CATEGORIES:  Standard  Suites  Presidential Suite  Executive Suite
  57. 57. THE DIFFERENT SECTIONS OF THE FRONT OFFICE ARE: 1. 2. 3. 4. 5. Telephone Exchange Rooms Reservations Business Center Concierge / Bell Service Reception Desk or the Front DesK
  60. 60. BELL STAFF BELL MAN  Assist guest with their luggage's  Headed by Bell Captain  the desk is usually set-up nearest to the hotel door. CONCIERGE  Concierge is a source of “Errand boy”  The Concierge in-charge extends the following services to the guests.  Making reservations (restaurants, bars, clubs etc.)
  61. 61. Telephone Operator Operator’s basic job is to give passage to different in-coming and outgoing calls to guests & different departments. RECEPTION DESK Front Desk Agents main duty is to insure proper check-in/check out of guests.
  62. 62. RECEPTION DESK  Front Office Agents checks-in guests who might     have made prior reservation. Might not have made prior reservation He also issues duplicate keys to the guests, if they happen to misplace them. Assist guests and hotel customers with their inquiries. Coordinate without delay all guest requests to the respective operating departments.
  63. 63. RESERVATIONS OFFICER  Reservation In-charge or Reservation’s Officer makes room reservations.  Doing the room blockings  Making amendment in the reservations, as desired by the guests
  64. 64. SUPERVISORS  Supervise the whole FO operation.  Consists of FO Supervisor, Reservations Supervisor, Chief TO, Business Center Manager, Head Concierge and the Bell Captain. DUTY MANAGER  The “problem solver” of the hotel. They encompass day to day problems encountered involving guest services.
  65. 65. FRONT OFFICE MANAGER  Heads the Department.  Manage the whole FO Department  Oversees all FO Operation.  Coordinates with other Department Heads pertaining to hotel Operations
  67. 67. THE ROOMSKEEPING SECTION  The Roomskeeping section is the one responsible for preparing the accommodation rooms for incoming guests. All information regarding room status are forwarded to front office through report or computer system.  The cleaning of rooms is done by the Room Attendants while the Supervisors are the one responsible for the inspection of these rooms prior to their release as “vacant”
  68. 68. The following Housekeeping codes are used by the housekeeper: OC Occupied: Room has been sold by front office to the guest VC Vacant Clean: Guestroom has been cleaned and inspected by Housekeeping.  CO Check-out: Room has just been vacated.
  69. 69.  ED Expected Departure: Guest staying in the room and is scheduled to check-out from the hotel within the day.  DND Do Not Disturb: Guest hand-up the sign for reason; he does not want to be disturb.  DL Double Lock: Room/door is locked from inside by either guest or duty manager.
  70. 70.  NL No luggage: Room status at Front Office is occupied but room has no luggage inside room.  SO Sleep Out: Room is occupied but bed was not used or guest did not sleep in his/her assigned room.
  71. 71.  OOO Out Of Order: Defects or damage are found in the room which has to be worked on by either engineering or Housekeeping Department.  RS Refused Service: Guest does not want his room cleaned/serviced by housekeeping.
  72. 72. RESORTS
  75. 75. Special Interest Resort Classification
  76. 76. Special Interest Resort Classification
  77. 77. Rules in Resort Operation
  78. 78. Time-Sharing concept