1. Food and Beverage Management
Food and Beverage Service

2. Service Service is the culmination of all the planning and production
Service must be successful – or it is all wasted
Servers and FOH managers are the face of the operation

3. Service Styles Table Service Buffet Service Cafeteria Service
American Service
English Service
Cart Service
Russian Service
Military
Buffet Service
Cafeteria Service
Scramble Layouts

4. Service Styles Quick Service Fast Casual Delis Tray Service
70 % of sales can be generated by drive through
Fast Casual
Delis
Tray Service
Typically non commercial operations (hospitals, airlines)
Room Service

5. Components of the Guest Experience
Standard Operating Procedures
Training
“Guest is always right”
Identify entrees
Menu Knowledge
Sanitation & Safety
Grooming
Attitude

6. Components of the Guest Experience
Teamwork
Expeditor
Runners
Bartenders
Builds Morale
Orders in on time and the proper format

7. Preopening Inspecting Facilities Following Reservation Procedures
Assigning server stations
Performing Side work
Holding server meetings

8. Inspecting Room Temperature Lighting Safety ( ripped carpets)
Good “Show”
Tables set and ready

9. Reservations Systems and Policies vary
Specific time (staggered intervals)
Time Range
Priority Seating
No reservations at all
Help manage labor and production
Specify those who can take reservations – and make “judgment” calls
Have policies and procedures for “No Shows”, Large Parties, special requests (birthdays, etc.)

10. Assigning Stations
A Food Server station is a specified number of tables in a location that are the responsibility of the server
Some assign tables by guests on a rotation basis
Number of tables assigned depends on:
Number of seats
Style of Service
Expected guest turnover
Server experience
Training duties
Distance from kitchen and bar
Variety of menu
Number of servers scheduled
Popularity of station

11. Sidework Setup and clean up work assigned prior to opening
If not completed, stations may run out of service items and cause guest inconvenience
Managers need to follow up to make sure completed as assigned
Nothing makes a sever angrier than the previous shift not doing the assigned sidework

12. Shift Meetings Prior to each service a brief meeting should be held
Topics include:
Station assignments
Daily Specials (taste as well)
VIP guests
Menu prices
Training in preparation

13. Providing Guest Service
Sequence
Welcome the Guest
Pour or set water
Present Menu and Wine List
Take beverage order
Serve Beverages
Ask for appetizer
Serve appetizer (or place order then return to…)

14. Providing Guest Service
Take Entrée and wine order (also special dessert)
Remove appetizer order (if done – from right side)
Serve wine
Serve salad and bread
Remove salad plates
Serve Entrée
Check to make sure guest is satisfied
Clear table
Take dessert order and after dinner drink orders
Serve dessert order and drinks
Present the check

15. Special Situations Serving Alcoholic Beverages Liquor Wine Service
Server should know “terms” – On the Rocks, straight up, with a twist, neat
Delivered on a cocktail tray
Serve to the right hand of the guest
Clear glasses as soon as empty
Wine Service
Show guest the wine
Open properly
Pour a taste for host
Know what to do if the host does not like the wine

16. Responsible Vendor Dram Shop acts Negligence – “reasonable care”
Liability
Civil
Criminal
Admistrative

17. Computers and the Service Process
Electronic Cash Registers (ECR)
Stand alone device
Point of Sale Sytems (POS)
Connected to central CPU
Pre check Terminals
No Cash Drawers
Cashier Terminals

18. Order Entry Order entry devices typically have:
Touch screen displays or keyboards
Menu boards – screen overlay or screen
Preset Keys – labeled (may be a picture)
Price Look up key – allows entry by code for item
Modifier keys – preparation instructions
Function Keys – clear, discount, no sale
Settlement Keys
Numeric Keypad – for manual entries “open food”

19. Devices Magnetic strip readers for credit cards Guest Check Printers
Work Station Printers
Receipt Printers
Wireless handheld server terminals
Mostly pre check terminals
Very efficient for large restaurants
Can communicate with kitchen – instructions or if an item is sold out.

20. Software & Reports
Menu Item File – data for all meal periods and menu items sold – includes item ID numbers, price, recipe code numbers, historical data
Open Check files – current data for all open checks. Check open check file at the end of shift before sever departs
Labor Master File – labor reports
ECR/POS reports –database for reports, menu items, server performance, sales reports. Can be custom built for many variations.

21. Technology and Guest Ordering
Online Ordering Systems – carry out and delivery
Call Centers – used by some drive throughs
Digital Signage Menu boards
Self Service kiosks
Smart Phone Ordering
Other – Netflix pizza

22. Food and Beverage Controls
Guest Check Systems –
Old School
Pre check Registers –
Uses passcodes to authorize the order to work registers
Reconcile at end of shift
Income Collection Systems
Server is the cashier
Cashier

23. Revenue Control and Beverage
Bartender is unique – takes orders, makes orders and collects payments
Opportunities for mischief
Watch for theft
Free Drinks
Making change from tip jars
No Sales – watch for tracking clues – stirrers, etc.

24. Other Sneakiness Underpouring or diluting
Pouring from personal bottles and keeping cash
Counting sales of drinks, then ringing up “Bottle Sale”
Selling for cash - then ring up as “Comp”
Undercharging / wrong brand
Reusing paid checks
Collecting cash with no receipt

25. Increasing Sales Can increase the Bottom line significantly
Guest is already there
Make it a contest
Suggestive selling
Specials – “We have a lovely Dover Sole tonight - but it is limited, may I put an order in for you?”
Up selling
Add items to order – “want fries with that?”

26. Next Week
Quiz Chapter 10
Chapter 12 & 13 –
Last Lecture!