©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

CHAPTER

CHAPTER

5

Hotel Operations Food and Beverage Division

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Food and Beverage Division

• Division…– Kitchen– Catering – Banquet– Restaurants– Room Service

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Food and Beverage Division

• Division (cont.)…– Minibars– Lounges– Bars– Stewarding

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn Walker

Contribution Margin

• Contribution Margin…– Dollar differential between the cost and the

sales price of a menu item– Example

Pasta Dish sells for $8.75Pasta Dish costs 3.75

Contribution Margin $5.00

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn Walker

Beverage Cycle

• Beverage Cycle…– Ordering– Receiving– Storing – Issuing– Bar Stocking– Serving– Guest Billing

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn Walker

Types of Hotel Bars

• Hotel Bars (cont.)…– Pool bar– Minibar– Night clubs– Sports bar

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn Walker

Styles of Meetings

• 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

X X X X X X X X X X X X X X X X

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Styles of Meetings

• Classroom Style…

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Styles of Meetings

• Dinner Style…

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn 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 07458

Introduction to Hospitality Management, First EditionJohn Walker

Trends in Food andBeverage 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 07458

Introduction to Hospitality Management, First EditionJohn Walker

Trends in Food andBeverage Operations

• Trends (cont.)…– Themed restaurants– Standardized menus within a chain– Sports theme bars