This document discusses issues and solutions related to the food and beverage department at a hotel. It identifies several problems during periods of heavy breakfast business: food refilling delays due to insufficient staffing, coffee and tea refilling issues when the station gets busy, delays in ala carte orders when multiple orders are placed simultaneously, and bakery refilling delays when items run out. Solutions proposed include assigning more dedicated staff to food refilling and beverage stations, displaying table numbers to clearly communicate ala carte orders, and keeping backup supplies of popular bakery items close at hand to avoid long refill times.

1. Guest Complains Analyses For F&B
department
• Food & Beverages Services
• Food &beverage Production

2. Major F&B services Faults
• Food refilling delay
• Coffee & tea refilling
• Ala carte order delay
• Less staffing

3. Food Refilling Delay
Problem
As there were 3 groups
back to back breakfast
on the day and there
was one boy doing
buffee refilling and same
was doing ala carte
pickup of Indian
breakfast which is a
difficult task on such a
busy day.
Solution
• There need to more
than 1 man doing the
pick up as well as the
person must be trained.

4. Tea & Coffee Refilling
• Problem
• In normal situation
usually the station holder
or runner take care of the
situation but at the time
of heavy breakfast this
becomes a difficult task.
• For ala carte order of
coffee we r equipped
with coffee machine but
refilling of milk need to
be done for the same
which was at fault
• Solution
• We must allocate a
particular person for the
same.

5. Ala carte Order Delay
• Problem
• As we have 2 live counter in
breakfast for egg and Dosa
but at the time of heavy
breakfast although we
allocate a person for the
same but as we do not have
a table num display on
table, guest manually points
out to his table and the
same order is sometimes
given to anyone near to
guest which result in loss of
order for the same guest.
• Solution
• Need to put a table number
stand for breakfast on every
table so that guest can give
his order to anyone and
same can be communicated
easily among staff as well.

6. Less Staffing
• Problem
• On the day of heavy
breakfast we need more
head count than usual.
• Newly joined staff must
be avoided as in breakfast
we focus on R2 factor
which can be achieved
through quality service.
• Solution
• Although we pull out staff
from various outlets but
we need to pull out more
head count.
• Rather than giving newly
joined, outlets must send
senior and trained staff
only so that it can turn
out to be real
interdepartmental help.

7. Major F&B production Fault
• Buffe Refilling
• Ala Carte order delay
• Bakery Refilling

8. Buffee Reffilling
• Problem
• Rather making a point
that it’s a service look
out and forgetting the
root cause of guest
problem as this issue is
also directly related to
food production team
thus making them faulty
in guest eyes.
• Solution
• During breakfast apart
from those taking care
of ala carte order a chef
need to present in
restaurant at all times
for one point of contact
for guest.

9. Ala Carte Order Delay
• Problem
• During heavy house count
its difficult to takeout
regular ala carte order for
egg as we have only 2 pan
for egg counter as well as 1
small hot griddle for dosa ,
so if there r dosa order for a
group of 30 and even if 10
dosa are order at a time
other than remaining order
the last dosa practically will
reach after 30 min resulting
in delay.
• Solution
• Kitchen must find out some
alternative for the same
problem

10. Bakery Refilling
• Problem
• At the time of heavy
house count for
breakfast in peak hour if
bakery gets over, as
over bakery gets picked
from -3 it takes
approximately 15-20
min practically to
refilled resulting in
delay of food.
• Solution
• A refill trolley must be
ready with a backup for
the support according
to the days house count
at the back of
restaurant rather than
in bakery.