1. INTRODUCTION TO HOSPITALITY Second Edition by John Walker ©1999 Prentice Hall, Inc. Simon & Schuster/A Viacom Company Upper Saddle River, New Jersey 07458 Hotel Operations: Food and Beverage Division

2. Hotel Organization Chart

4. F & B Organization Chart

6. Kitchen Organization n Executive Chef n responsible for customer satisfaction n ensures food quality and consistency n Sous Chef n second in command n day to day operation

7. Kitchen Organization n Chef tournant n rotates through kitchen n relieves chefs de partie n Chefs de partie n responsible for different areas within the kitchen n examples: pastry chef, fish chef, banquet chef

8. F & B Organization Chart

9. Hotel Restaurants n Number and type depend on type/service of hotel n Typically run by Restaurant Manager n Must promote restaurant to hotel guests

10. F & B Organization Chart

11. Bars n Profit percentage for beverage is higher than food, profit center n Efficiency based on pour/cost percentage n 16-24% pour/cost percentage

12. Bar Controls n Automatic dispensing system n Intoxication of customer n Pilferage by employees n Overcharge/undercharge customers

13. Type of Hotel Bars n Lobby bar n Restaurant bar n Service bar n Catering and banquet bar n Pool bar n Minibar n Night clubs n Sports bar

14. F & B Organization Chart

15. Stewarding Department n Responsibilities of Chief Steward n Maintains & Controls Inventory n clean glassware, china and cutlery n maintenance of dishwashing machines n pest control

16. F & B Organization Chart

17. Catering Department n Catering - includes a variety of occasions when people may eat at varying times n Banquets - refers to groups of people who eat together at one time and in one place. n Terms are used interchangeably

18. Dotted Line Responsibilities n Catering Director must work with n Director of Sales n Food and Beverage Director n Executive Chef n Catering Services Manager n Responsible for selling and servicing all catering, banquets, meetings and exhibitions.

19. Catering Business n Hotel’s Director of Sales n General Manager n Corporate Office Sales Department n Convention & Visitors Bureau n Competition n Rollovers n Cold calls

20. Styles of Meetings n 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

21. Styles of Meetings n Classroom style X X X X X

22. Styles of Meetings n Banquet style X X X X X X X X

23. CEO - Catering Event Order n Also called BEO n Contains all information pertinent to event that has been planned n Guarantee number

24. F & B Organization Chart

25. Restaurant Organization n Front of the House n Matre d’hotel n Host(ess) n Waiters n Busboys n Sommelier n Back of the House n Exec Chef n Sous Chef n 2nd Cook n Broiler Cook n Pantry Cook n Baker n Dishwasher

26. Room Service/In-Room Dining n Typically found in larger city hotels, especially airport hotels n Level of service and menu vary n Challenges n delivery of orders on time n making it a profitable department n avoiding complaints n forecasting

27. Food & Beverage Stats

28. Cost of Sales Food Cost n Opening inventory n + Purchases n - Closing Inventory n = Cost of goods sold

29. Food Costs n Food Cost Ratio = Food Cost Food Sales Food Sales n Typical food cost ratio is 28-40%

30. Contribution Margin n Dollar differential between the cost and the sales price of a menu item n Example: Pasta Dish sells for $8.75 Pasta Dish costs 3.75 Contribution Margin $5.00

31. Food and Beverage Occupancy Statistics n Cover = a guest n Number of turns = Number of covers Number of seats Number of seats

32. Average Restaurant Check n Average check = Food and beverage sales Food and beverage sales Number of covers Number of covers

33. Typical Cost Percentages n Labor costs 20 to 35% n Food costs 28 to 40% n Beverage costs 18 to 24%

34. Controls n Loss of $20 billion a year due to theft and cash mishandling n One out of every 3 employees will steal n 35% of restaurants fail due to theft n 75% of missing inventory is from theft n 73% of all job applications are falsified