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1. Food & Beverage Service
Personnel

2. Session Objectives
 To understand the organisational chart
 To know the Duties & responsibilities
 To understand Etiquettes of a Hotelier
 To understand Attributes of a Hotelier
 To understand the Job description
 To understand the Guest satisfaction

3. Content
 Organisational chart
 Duties & responsibilities
 Etiquettes
 Attributes
 Job description
 Guest satisfaction

4. Organization Structure
GENERAL
MANAGER
Asst. GM/
Resident Mgr.
Food &
Beverage
DIRECTOR
Food &
Beverage
Manager
Executive Chef
HUMAN
RESOURCES
MANAGER
MATERIALS
MANAGER
CHIEF
ENGINEER
FINANCIAL
CONTROLLER
ROOMS
DIVISION
MANAGER
Front Office
Manager
Executive
Housekeeper

5. Hierarchy of F & B Department
F & B
Director
F & B
Manager
Restaurant
Manager
CONTD….
Outlet
Manager(s)
Bar
Manager
Banquet
Manager
Room
Service
Manager
Asst. F & B
Manager
Executive
Chef
Sous Chef
Chef de
partie
Commis-I
Commis-II
Commis-III
Apprentice

6. Hierarchy of F & B Service department
Restaurant
Manager
Asst. RM
Senior
Captain
Reception
Senior
Captain
Station
Captain
Steward
Asst.
Steward
Apprentice
Banquet
Manager
Asst. Bqt.
Manager
Bqt. Senior
Captain
Bqt. Sales
Coordinato
r
Bqt.
Captain
Bqt.
Stewards
Bqt.
Casuals
Bar
Manager
Asst. Bar
Manager
Bar
Captain
Barman/
Bartender
Asst.
Bartender
Bar
Stewards
Bar Utility
workers
Room
Service
Manager
Asst. RS
Manager
RS Captain
RSOT (RS
Order
Taker)
RS
Stewards
RS Asst.
Stewards
Trainees
Outlet
Managers
Asst.
Outlet
Manager
Sr. Captain
Captain
Stewards
Asst.
Stewards
Trainees

7. RESTAURANT BRIGADE, PARALLEL TERMINOLOGY
ENGLISH FRENCH AMERICAN
Restaurant Manager Directeur de restaurant Restaurant Manager
Asst. Rest. Manager Gerant Asst. Rest. Manager
Reception Head Waiter Maitre d'hotel reception Senior Captain Reception
Station Head Waiter Maitre d'hotel de carre Senior Captain Station
Station Waiter Chef-de-rang Captain
Asst. Station Waiter Demi chef-de-rang Steward
Waiter / Server Commis-de-rang Asst. Steward / Associate
Trainee commis Debarrasseur Apprentice
Other F&B Service personnel:
ENGLISH FRENCH AMERICAN
Carver Trancheur Trolley Captain
Floor Waiter Chef d'etage Floor/Room Ser. Steward
Lounge Waiter Chef-de-salle Lounge Steward
Wine Waiter Sommelier Wine Butler
NOTE:- The position of the above F&B personnel in the Hierarchy Chart is
decided by the Management.

8. Duties & Responsibilities
Food & Beverage Manager:
 Responsible for policy making and ensuring its
implementation
 Ensuring the required profit margins are
achieved for F&B in each financial periods
 Menu compilations
 Hiring & Firing staff
 Holding regular meetings
 Departmental trainings, promotions and
maintenance of the highest standards

9. Duties & Responsibilities
Asst. F&B Manager:
 Assists the F&B manager in his duties &
responsibilities & takes charge in his absence.
Restaurant manager:
 Overall responsible for the organization &
administration of a particular F&B Outlet
 Setting the standards of service
 Trainings
 Approving requisitions, Duty roasters etc.
• Asst. Restaurant Manager:
 Co-ordinates with the RM and works out the
guidelines provided
9HLDC

10. Duties & Responsibilities
Reception Head waiter/Hostess:
 Responsible for reservations & allocating of
tables
 Greeting & seating guests
 Seeing-off the guests
Head Waiter/ Maitre d’ hotel/ Sr. Captain:
 Overall in charge of the staff team
 Responsible for seeing that all necessary duties
for service is effectively carried out
 Assists the Mgr. in making duty roasters and job
allocations during operations
10HLDC

11. Duties & Responsibilities
Station Head Waiter / Maitre d’ hotel de curre /
Captain:
 In charge of a section / station
 Coordinates the service at the section
 Takes orders & conducts the service as per
the set standards of the organization
Station waiter / Chef de rang / Steward:
 Both the Station Waiter & Captain must work
together as a team to provide an efficient &
effective service
11HLDC

12. Duties & Responsibilities
Asst. station waiter / Demi Chef de rang/ Asst.
steward:
 Assists in the service in a section
Waiter/ Commis de rang / Server:
 Waiters are under the station waiter
 Picks up orders
 Assists in service
 Clears & organizes mise-en-place
HLDC 12

13. Duties & Responsibilities
Apprentice / Debarrasseur / Trainee Commis:
 Is a learner and will carry out instructions of the
service team and assist wherever required
Wine waiter / Sommelier / Wine butler:
 Suggests and serves beverages specially wines
HLDC 13

14.  Personal Hygiene and Grooming
 Positive Attitude to work / customers /
colleagues
 Assuming Responsibility
 Memory & Anticipation
 Courtesy
 Technical Skills
 Legible Handwriting
 Sales Ability
14HLDC

15. Grooming
WAITERS--
 Hair should be cut short
 Side-locks should be half the ear-lobe
 The uniform should be spotless and well
ironed
 Nails and hands
 No body odor or smell of cheap perfumes
 Shoes should be well polished
 Well shaved and moustache well trimmed
 There should be no bad breathe

16.  No earrings or studs can be worn
 Only one wedding ring can be worn
 No bracelets or jewellery on the wrists can be
worn
 Black socks only
 Black belt with buckle only
 Strong perfumes and deo-sprays should not
be used.
 Should use lightly perfumed deodorants
Grooming

17. WAITRESS -
 Hair can be boy cut or,
 Hair should be tied in a bun & covered with a
black net if the hair is shoulder length
 Shoes should be black, with low heals, and
toes should be covered
 Jewelery to be limited
 Only a simple pearl necklace
 Ear studs only (pearls only, no stones)
 Only one wedding finger ring only

18.  No nail paint allowed
 Nails should be properly cut
 Strong make–up not allowed only light
make-up to be used
 Dark and strange colored lipsticks are not
allowed
 Strong perfumes and deo-sprays are not
allowed
 Light deo-sprays should be used
 No eye shadows to be used

19. Guest Satisfaction
 Value for money
 Eye for detail while serving
 Proactive effort
 Focus on customer delight
 Genuine service
 Genuine product

20. Let’s Recall
 Organisational chart
 Duties & responsibilities
 Etiquettes
 Attributes
 Job description
 Guest satisfaction

21. Bibliography
 Food & Beverage Service(Dennis Lillicrap,pg
20)
 Google www.scribd.com/doc/.../Manual-for-Food-Beverage-Service