C

H
A
P
Hotel Operations
T
E
Food and Beverage Division
R

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Food and Beverage Division
• Division…
– Kitchen
– Catering
– Banquet
– Restaurants
– Room Service

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Food and Beverage Division
• Division (cont.)…
– Minibars
– Lounges
– Bars
– Stewarding

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 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. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Skills for Food and Beverage
Directors
• Skills…
– Leadership
– Training
– Motivation
– Budgeting
– Cost control
– And much more

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 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. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 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. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Food Costs
• Costs…
– Typical food cost ratio is 28-32%
– Food Cost Ratio =

Food Cost
Food Sales

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 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. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 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. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 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. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Beverage Cycle
• Beverage Cycle…
– Ordering
– Receiving
– Storing
– Issuing
– Bar Stocking
– Serving
– Guest Billing

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 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. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Bar Management
• Duties (cont.)…
– Maintaining cost control
– Assisting in wine selection
– Properly serving wine
– Knowledge of other beverages

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Bar Controls
• Bar Controls…
– Automatic dispensing system
– Intoxication of customer
– Pilferage by employees
– Overcharge/undercharge customers

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Types of Hotel Bars
• Hotel Bars…
– Lobby bar
– Restaurant bar
– Service bar
– Catering and Banquet bar

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Types of Hotel Bars
• Hotel Bars (cont.)…
– Pool bar
– Minibar
– Night clubs
– Sports bar

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 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. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 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. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 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. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 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. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Styles of Meetings
• Theater Style…

XXXXXXXX XXXXXXXX
XXXXXXXX XXXXXXXX
XXXXXXXX XXXXXXXX
XXXXXXXX XXXXXXXX

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Styles of Meetings
• Classroom Style…

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Styles of Meetings
• Dinner Style…

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 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. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 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. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 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. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker
 Trends in Food and
Beverage Operations
• Trends (cont.)…
– Themed restaurants
– Standardized menus within a chain
– Sports theme bars

©2004 Pearson Education, Inc. Introduction to Hospitality Management, First Edition

Upper Saddle River, New Jersey 07458 John Walker