©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker CHAPTERCHAPTER CHAPTERCHAPTER 5 Hotel Operations Food and Beverage Division

©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Food and Beverage Division Division… –Kitchen –Catering –Banquet –Restaurants –Room Service

©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Food and Beverage Division Division (cont.)… –Minibars –Lounges –Bars –Stewarding

©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John Walker Contribution Margin Contribution Margin… –Dollar differential between the cost and the sales price of a menu item –Example Pasta Dish sells for $8.75 Pasta Dish costs 3.75 Contribution Margin $5.00

©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John Walker Beverage Cycle Beverage Cycle… –Ordering –Receiving –Storing –Issuing –Bar Stocking –Serving –Guest Billing

©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John Walker Types of Hotel Bars Hotel Bars (cont.)… –Pool bar –Minibar –Night clubs –Sports bar

©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John Walker Styles of Meetings Theater Style… X X X X X X X X

©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Styles of Meetings Classroom Style…

©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John Walker Styles of Meetings Dinner Style…

©2004 Pearson Education, Inc. Upper Saddle River, New Jersey Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John 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 Introduction to Hospitality Management, First Edition John Walker Trends in Food and Beverage 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 Introduction to Hospitality Management, First Edition John Walker Trends in Food and Beverage Operations Trends (cont.)… –Themed restaurants –Standardized menus within a chain –Sports theme bars