CHAPTER 7

THE FOOD AND BEVERAGE DEPARTMENT

Learning Objectives:

At the end of the discussion, you are expected to:

Discuss the importance of the food and beverage department in the hotel organization.
Identify the different food and beverage outlets categories.
Discuss the employment and advancement of food and beverage service.
Discuss the personal characteristics of a food and beverage servers.
Outline the food and beverage department organizational chart and its functions.

The food and beverage service department is an integral place in any hotel which is
responsible for the systematic and the actual service of food and beverage to the general public
or customers as per the order in any F&B outlets. This department plays a vital role on the
delivering the accurate service of the food and beverage by placing orders from the hot and cold
plates of kitchen to the customers table in the proper and the hospitality manner.

This department in any hotels plays a vital role in the profitable process of the hotel
business. Among the total revenue collected in the hotel, about 40% contribution is directly
accredited to F&B service department. This department is specialized by its output of the
product that satisfies customers demand for food and beverage. For the proper control and
effective management of the total staffs and their duties, this department is divided into different
units or sections which are also called as an outlet. Each outlet is specialized for the special
functions. For the systematic and a good service process for nay F&B outlet, presentation, time
keeping, order taking and the suggestive selling are the key element of a service to be
maintained by service staffs.

The food and beverage department (F&B) is responsible for maintaining high quality of
food and service, food costing, managing restaurants, bars, etc.

Food and Beverage Service is the service of Food made in the Kitchen and drinks
prepared in the Bar to the Customers (Guest) at the Food & Beverage premises, which can be
Restaurants, Bars, Hotels, Airlines, Cruise Ships, Trains, Companies, Schools, Colleges,
Hospitals, Prisons, Takeaway, etc.

This department is usually defined by tis output of products, to satisfy the various
demands of foods and drinks of the hotel guests as their basic function. The needs of the guests
might be seeking to satisfy are:
 Physiological – the need of special food items
 Economic – the need for good value for the price paid
 Social – a friendly atmosphere, to express feelings frankly
 Psychological – the need for enhancement of self esteem
 Convenience – the desire for someone else to do the work

These various needs play a major role to decide the factors, responsible for defining different
type of service method in food and beverage service department.
The food and beverage service department may be carried out in many ways depending on a
number of factors:
 The type of restaurant
 The type of customer to be served
 The time available for the meal
 The turnover of customer expected
 The type of menu presented
 The cost of meal served
 The site of the restaurant
The food and beverage service can be looked at from the customer’s point of view. Essentially,
the customer enters a food service area, orders or selects his/her choice and then is served (the
customer may either at this point or later). Food and Beverages are then consumed, following
which the area is cleared.

Categories of Food & Beverage Outlets

1. Restaurants – is place where food and

drinks are served.
There are various types of Restaurants:

All Day Dining Restaurants

 They are usually called as Coffee Shop or Café in Hotels.
They are usually big in size with many covers (seats), compared to
the other restaurants in the same hotel. The main reason why they
are called All Day Dining Restaurant is because of their hours of
operation, as they are open for breakfast in the morning to lunch in
the afternoon to dinner in the evening.

Fine Dining Restaurants

Fine Dining Restaurants are characterized by their elaborate
and exclusive menu with special emphasis on the very high-quality
food they serve. The emphasis being on fresh ingredients and
natural flavors or on the type of cuisine served, or both. Usually, the
operation of this restaurant revolves around the Head Chef of Chef
De Cuisine of this outlet.

Specialty Restaurants
These are restaurants which usually have a type of National
or Regional character of Cuisine attached to them, for example:
Italian Specialty Restaurant, Chinese Specialty Restaurant. In some
hotels they do also sometimes have Multi Cuisine Specialty
Restaurant, which literally means that Restaurant serves cuisine
from the other countries, or the dishes on the menu at that
restaurant has food specialties from many different countries.

2. Lounge – this can be found in different hotels. Their main

purpose is to offer Food and Drinks in comfortable and cozy seating
in relaxed surroundings. There are many kinds of lounges ranging
from a Lounge in a lobby, Cocktail Lounge and Cigar Lounge to
Executive and Club Lounge on special floors.

3. Bar – is a place where drinks are served. There is usually a

small snacks menu too. The service is fast and quick. There are
various kinds of bars ranging from Formal bars to Club Bars, Pubs,
Pool Bars, Wine Bars, Cocktail Bars, Beach Bar to Juice Bars and
many more.

4. Discotheque/Night Club – are outlets where music and

entertainment take priority with food and drink. The operation is
very fast and the quest numbers are large. Security is an important
aspect in these operations. Music and entertainment can range
from DJ to live bands paling.

5. Room Service/In Room Dining – this service of foods and

drinks in guest rooms in a hotel or a res ort.

6. Meeting and Conference Rooms – meeting and conference rooms are together with ball
rooms come under the banquets and conference section. They are great source of Revenue
in Food & Beverage Department usually in Corporate and City Hotels. MICE (Meetings,
incentives, and Conference & Exhibitions) can alone bring much revenue in some hotels in
comparison to other outlets in hotel.
7. Ball Rooms – these are large function rooms which are primarily used for functions and
weddings. The staffing ratio of full-time staff in this section is very less as the function and
wedding business can sometimes be seasonal and extra staff is usually filled in by the use
of causal staff. This section is the most dynamic section is food and beverage with the
conference section, which is more physically demanding and creatively oriented.

8. Delicatessen – or deli is place where guests can buy fresh produce ranging from freshly
baked bread, cold meat, fresh salads, cakes, homemade ice creams and light and healthy
drinks.

9. Others – there are many food and beverage outlets ranging from fast food outlets, to food
courts, to snack bars which are usually stand-alone or in a shopping center.

Employment and Advancement for Food and Beverage Service

One of the major challenges faced by the industry at present is out of staff turnover. The
need is for the team of people who can dedicate their talent in the industry and to enjoy their
work.
Food and beverage servers are employed in restaurants, coffee shops, bars, clubs, hotels and
other retail eating and drinking establishments. There are more part-time positions in this
occupation then there are in most occupations, and most food and beverage servers are young.
Experienced food and beverage servers can move to better paying jobs in larger and more
formal food establishment.

Food and beverage server’s duties vary considerably from one type of establishment to another.
In fast-food outlets, they don't work behind counters and use computerized systems to take
orders and tabulate bills. In coffee shops and cocktail lounges, they provide quick and efficient
service for customer seated at tables. In formal dining establishments, they carefully observe
established rules of service and etiquette, and place the meal according to customer
preference.
In general, however, food and beverage servers:
 Prepare tables or counters for meals
 Stock the service are with supplies (for example, coffee, glassware)
 Greet customers, present menus and help customers select menu items
 Informs customers about daily specials
 Record orders and place them with the kitchen and bar
 Pick up and served orders
 Check that customers are enjoying their meals and correct any problems
 Suggest and serve dessert and beverages
 Clean and reset tables
 Tabulate and present bills for payment

Attributes of a Professional Food and Beverage Server

The Food and Beverage servers need the following personal characteristics:
 The ability to serve customers cheerfully, courteously, and efficiently
 Good organization and multitasking skills
 Good health
 Good grooming
 The ability to work as part of a team
 The ability to work with little supervision
  Good verbal communication skills and sensitivity to customer needs
 The ability to work calmly under pressure
Other requirements depend on the environment in which the server works. For example, serving
in a coffee shop or cocktail lounge requires the ability to remember and many orders and move
very quickly.
Food and beverage servers should enjoy having clear rules and organized methods, working
with people, and working with tools and equipment.
Food and beverage servers who serve liquor must be at least 18 years of age. In formal dining
forms, food and beverage server also must:
 Know proper food service etiquette
 Use the correct terminology and be able to answer questions about wines and other
beverages be able to prepare table side dishes (for example, flambé) at the
customers table required.

Food and Beverage Department Organizational Chart

Sample of a Typical Food and Beverage Department Organizational Chart

Sections of the Food and Beverage Department

1. Service – comprises the staff involved in food serving and attending to the needs of the
diners.
2. Production/Kitchen – responsible for food preparation and presentation
3. Stewarding – takes charge for the cleaning, issuing and storing of china wares, glass
wares, pots and pans, etc.
4. Beverage – responsible for serving alcoholic and non-alcoholic drinks to guest.
 5. Banquet – takes charge of private functions such as conferences, cocktail parties,
wedding receptions, graduation ball, etc.

Duties of the Food and Beverage Department Staff

1. Food and beverage Director

Food and beverage directors are typically in charge of carrying out inspections to make sure not
only that help regulation are adhered to, but also that food is being served to customers in a
presentable, timely manner. They also must assure standard procedures are followed and that
waste is disposed of properly. Directors administer cost control, attempting to minimize costs
while maximizing revenue. Furthermore, these individuals are in charge of monitoring
equipment to ensure its quality it’s a range repairs if anything breaks. They also work as a
liaison between customers and those working in the food and beverage industry. It is their
responsibility to make sure patrons are being take care of properly.

2. Assistant Food and Beverage Director

Assistant food and beverage manager works with the food and beverage manager in a
restaurant or hotel dining room. The person is responsible for carrying out various duties to
ensure that customers receive excellent service by providing the best food and drinks. The
assistant is responsible for maintaining profits from food and drinks sales, having excellent
communication and customer service skills, maintaining a clean environment and making
effective decisions when needed.

3. Administrative Assistant
The role of the administrative assistant has evolved from simply answering phones, filing papers
and scheduling travel to include more complex responsibilities such as creating client
presentations and financial analysis. Success depends largely on the ability to be well
organized, pay attention to detail, multitask and communicate effectively.

4. Room Service Manager

The room service manager reports directly to the food and beverage director and is responsible
for the room's service outlet. The room service manager checks that the service rendered to the
guest conforms to the standards set by the hotel. He also monitors all operational aspects of the
outlet such as service, billing, duty charts, leave, and absenteeism in addition to attending to
guests’ complaints regarding food service. The room service manager is also in charge of the
sales and expenditure budget. The room service is most liable to have problems. The room
service manager should ensure coordination among the room service order taker, the captain
and the waiter. It is necessary for the room service manager to be present in the outlet during
peak hours to interact with other departments of the hotel and to take regular momentum of all
the equipment used in the event in the hotel offering valet service and the room service
manager takes charge of that service as well.

5. Order Takers
The order takers are responsible for taking customer orders for food item products either by
telephone, mail, or in person.

6. Servers
Food and beverage servers are the “front line” of customer service in restaurants, coffee shops
and other food service establishments. Also called waiters or waitresses, servers make sure
customers enjoy their dining experiences and return to the establishment again. But servers
perform many duties behind the scenes and away from the eyes of customers as well.
7. Beverage Manager
The beverage service manager is responsible for overall operations of the bar section. They
purchase drinks, select and plan drink recipes according to the prescribed standards, overseas
staffing of bar operations, and maintain health, safety, and sanitation levels.

8. Bar Person
A person (also known as bartender, barkeep, barkeeper, barman, barmaid, bar attendant,
taberneiro) is a person who serves usually alcoholic and non-alcoholic beverages including
cocktail drinks behind the bar in a licensed establishment. Bartenders also usually maintain the
supplies and inventory for the bar.

9. Chief Steward
A chief steward is responsible for carrying out store room and kitchen inspections to make sure
that they are clean and in good order. He also keeps an inventory of the food supplies and
ensures that at any given time there are enough supplies to facilitate smooth running of the
services. He also supervises all incoming orders and ensures that all purchases which are
needed are delivered in the quantities that are required. He is also responsible for coordinate all
the work of kitchen and store room staff that are not responsible for the cooking of food. These
are the cooks and chefs. He ensures that there is no wastage and theft of foodstuffs as well as
the hotel supplies. A chief steward's responsibility also includes discuss with the manager,
catering or the executive chef, when dealing matter concerning banquet arrangements food
service, extra employees, and the equipment needed.

10. Steward
The steward is responsible for the maintenance of cleanliness, sanitation, and hygiene of all
parts, areas, machines, appliances, equipment’s, units, items, etc. of the kitchen like cleaning of
the kitchen floors, ceilings, windows, glass panels, dividers, walk in cold storage room and
chiller, pantries, restrooms, etc. and also cleaning and maintenance of all equipment and units
such as the dishwashing machine, refrigerators, freezers, chillers, deep fryer, ice machines,
soda machines, coffee maker, juice and water dispensers, etc.

11. Executive Chef

The executive chef also known as the chef manager, is the person in charge of the kitchen.
Everything that goes out of the kitchen is the responsibility of the executive chef in the eyes of
the employer; therefore, it is essential for the person with this job to be able to maintain
complete control of the kitchen at all times and to command the respect of his or her kitchen
staff. The most important of these is to ensure that quality culinary dishes are served on
schedule and to see that any problems that arise rectified. As such, the executive chef is
responsible for approving all prepared food items that leave his or her kitchen. The executive
chef is expected to modify and create new menus as needed so that they remain effective for
the purposes of the restaurant or other establishment. The executive chef may also be called
upon to use this time to create a wide variety of new dishes for his or her kitchen. In addition,
the head chef also performs many administrative duties, including ordering supplies and
reporting to the head of the establishment.

12. Sous Chef

The “Sous” (pronounced, “soo” with a silent final “s”) means “under” in French, so sous chef
literally means under the chef. He is responsible for assisting the chef in all of their daily duties.
This can include anything from choosing menus, coming up with new dishes, ordering foods and
supplies. He is the one who runs the kitchen as the de facto executive chef on nights when she
is not there. This means coordinating the kitchen to get the food out to the diners in an efficient
manner without any loss of quality. In this capacity, the sous chef is also gaining experience
potentially to take on an executive chef position one day.

13. Cook
The cook directs and participates in the preparation and serving of meals, determines timing
and sequence of operations required to meet serving times, inspect kitchen equipment, and
maintain cleanliness, proper storage, and preparation of food. The cook may plan or assist in
planning meals and taking inventory of stores and equipment.

14. Catering Manager

The catering manager organizes, plans, and develops the food and beverage service at events
for organizations and businesses. The catering manager may be responsible for the
management of multiple projects at once. He schedules and assigns work assignments with
specific job expectations. This individual also completes formal performance evaluations with
appropriate feedback. He ensures health and safety regulations are followed closely. Catering
managers are also responsible for maintaining financial and administrative records, payroll, and
stock levels. Oversight of facilities includes verifying event bookings and allocation resources
and staff.

15. Service Manager

The service manager is responsible for offering an excellent guest service by using the
catering/restaurant resources effectively and ensures that all operations are going smoothly.

16. Restaurant Manager

The restaurant manager is in charge of organizing every activity in the restaurant, coordinating
the duties and work of each staff and accommodating guests, and making them feel special and
comfortable. He is the one who is directly responsible for the general operations of this
restaurant. He supervises every area and make sure that everything is under control and
everything is running the way each one should.

17. Captain Waiter

A captain waiter oversees the team of waiters and waitresses who are assigned to her shift.
When new servers are hired, she trains them on a variety of subjects such as facility policies,
processes for serving customers, and any other corporate initiatives. As supervisor, she
enforces those policies, identifying those staffers who are negligent, providing warnings,
retraining, and recommending termination to the general manager as needed. Additionally, she
ensures that all-time schedule are adhered to, monitoring the attendance of the wait staff.

18. Waiter
A waiter (or waitresses) is on the serving staff at a restaurant and is responsible for taking
orders and serving food and drinks, often at specific tables. A waiter presents a menu to
customers and takes their orders. He delivers those orders to the cooking staff and serves the
food and drinks, often according to the meal etiquette rules. He responds to customer questions
and any other needs. He is also responsible for welcoming greetings and accompanying of the
guests in their respective table assignments.

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