Food and Beverage

Organization chart of the Food and Beverage (F&B) department of a large hotel:

                 Food and Beverage Manager
                            |
        +-------------------+--------------------+
        |                                        |
 Assistant F&B Manager                      Banquet Manager
        |                                        |
 +------+---------+---------+                Banquet Captain
 |                |         |                    |
Restaurant     Bar Manager  Room Service    Banquet Waiters
Manager            |        Manager
   |           Bartenders       |
Head Waiter / Captain      Room Service Captain
   |           Bar Helpers      |
 Waiters / Stewards         Room Service Waiters
   |
 Busboys / Commis

The F&B Manager heads the department and reports to the General Manager. Each outlet is headed by a manager or supervisor, followed by captains, waiters and helpers.

A banquet is a formal, pre-planned meal or function for a group of guests held at a set time and place, with a fixed menu, number of guests and price agreed in advance. In hotels it is organised by the banquet department.

Features

• It is booked in advance, usually through a sales or banquet office, and confirmed with a contract or booking form.
• The menu, number of guests, seating style and price are decided beforehand.
• Many guests are served at the same time, so the service is fast and well organised.

Types of banquet functions: weddings, birthday and anniversary parties, conferences and seminars, business meetings, cocktail parties and gala dinners.

Seating styles: theatre, classroom, U-shape, boardroom, round tables (banquet style) and buffet.

Staff: Banquet Manager, Banquet Captain, banquet waiters and helpers, working with the kitchen, housekeeping and engineering.

Banquets earn large and sure revenue for the hotel, as the numbers and menu are known in advance, and they help in promoting the hotel.

Hospitality service depends on the right combination of knowledge, skill and attitude (KSA) among F&B service staff.

Knowledge (3 marks) Knowledge is what the employee knows.

• Knowledge of the menu: dishes, ingredients, cooking methods, and allergens.
• Knowledge of beverages: wines, spirits, cocktails, and what goes with which food.
• Knowledge of table setting, service styles and table layouts.
• Knowledge of hygiene and safety rules, and of the hotel's facilities, prices and policies.

Skill (4 marks) Skill is the ability to do the job well, gained through training and practice.

• Skills of laying tables, folding napkins, carrying trays and serving food and drinks.
• Skills of taking orders accurately and billing.
• Communication skills, speaking politely and listening well to guests.
• Skills of handling complaints and difficult situations calmly.
• Skills of salesmanship (suggestive selling) and of working fast in a team.

Attitude (3 marks) Attitude is the way the employee thinks and behaves.

• Positive, polite, friendly and helpful behaviour toward guests.
• Honesty, discipline and punctuality.
• Willingness to work in a team and to learn.
• Personal grooming, cleanliness and neat uniform.
• Patience, a smile and a guest-first approach.

A person with good knowledge and skill but a poor attitude cannot give excellent service, so all three are necessary.

(a) Welcoming the guest → Taking the order → Serving the order → Presenting the bill

The guest is always received and greeted first, then the order is taken, the food or beverage is served, and the bill is presented only after the meal or service is complete.

Definition of beverages

A beverage is any liquid that is prepared or consumed for the purpose of quenching thirst, providing refreshment, nutrition or stimulation. It is a potable liquid taken orally, and it may be served hot or cold. In the hospitality industry, beverages form an important part of the menu and are served in restaurants, bars, banquets and hotels.

Classification of beverages with examples

Beverages are broadly classified into two main groups:

1. Alcoholic beverages — drinks that contain ethyl alcohol (ethanol) and are produced by fermentation and/or distillation.

• Fermented drinks (produced by fermentation only):
  • Wine — e.g. red wine, white wine, champagne
  • Beer — e.g. lager, ale, stout
  • Cider — e.g. apple cider, pear cider
• Distilled drinks (fermented then distilled to raise alcohol content):
  • Whisky — e.g. Scotch, Bourbon
  • Brandy — e.g. Cognac, Armagnac
  • Gin — e.g. London Dry Gin
  • Rum — e.g. white rum, dark rum
  • Vodka — e.g. Smirnoff, Absolut
  • Tequila — e.g. Jose Cuervo
• Compound drinks (prepared by mixing two or more drinks):
  • Cocktails — e.g. Martini, Bloody Mary
  • Mixed drinks — e.g. Gin and Tonic, Rum and Coke

2. Non-alcoholic beverages — drinks that contain no ethyl alcohol (or less than 0.5% by volume).

• Stimulating drinks — e.g. tea, coffee, cocoa
• Refreshing drinks — e.g. fresh fruit juices, aerated soft drinks (Coke, Fanta), squashes, syrups
• Nourishing drinks — e.g. milk, lassi, milkshakes, smoothies
• Natural water — e.g. mineral water, spring water, soda water

Difference between alcoholic and non-alcoholic beverages

In short, the key difference is the presence or absence of ethyl alcohol, which also decides their effect on the body, their place of service and the legal rules that apply to them.

Table setting is the arrangement of tableware — plates, cutlery, glassware, napkins and centrepieces — on a dining table in a neat, orderly and standard manner before guests are seated. A proper table setting tells the guest what to expect from the meal, makes service smooth and efficient, and gives the table an attractive, hygienic appearance. For a formal dinner, the setting follows the convention of placing each item in the order in which it will be used, working from the outside inwards.

Basic rules for setting a table for a formal dinner service:

1. Cleanliness and inspection. The table, cloth, cutlery, crockery and glassware must be spotless, polished and free from chips or cracks. Hold plates by the edge and glasses by the stem to avoid fingerprints.

2. Tablecloth. Use a clean, well-ironed cloth with an overhang of about 30–45 cm (12–18 inches) on all sides. The centre crease should run down the middle of the table.

3. Cover (place setting) size. Allow about 60–75 cm (24–30 inches) of table space per cover so that guests have room to eat comfortably without crowding.

4. Cutlery arrangement. Lay cutlery in the order of use, from the outside inwards. Forks go to the left of the plate, knives and spoons to the right. Knife blades face the plate. The dessert spoon and fork are placed above the plate, handle to the right and left respectively. Cutlery should be about 2 cm from the edge of the table.

5. Crockery. The dinner plate or show plate sits at the centre of the cover, about 2 cm from the table edge. Bread-and-butter plate goes to the upper left of the cover with the butter knife on it.

6. Glassware. Glasses are placed at the upper right, above the knife tips, in the order of use — water goblet nearest the plate, then wine glasses. Never place more than three or four glasses at one cover.

7. Napkin. A folded napkin is placed on the show plate or to the left of the forks. Folding should be simple, clean and uniform for all covers.

8. Centrepiece and accompaniments. A low centrepiece (flowers or candle) is placed in the middle so that it does not block the guests' view. Cruet set, water jug and ashtrays (if permitted) are placed within easy reach.

9. Symmetry and alignment. All covers must be set at equal distance from the edge and from each other, with items in line, so the whole table looks balanced and uniform.

10. Hygiene and safety. Handle all items by their edges or handles, keep fingers away from the rim of glasses and the bowl of spoons, and ensure nothing is placed where it may be knocked over during service.

Following these rules ensures the table is functional, elegant and ready for a smooth formal dinner service.

Four methods of food and beverage service

1. Table service (waiter service) Here the guest is seated at a table and the waiter takes the order, brings the food from the kitchen, and serves it to the guest at the table. The guest does not leave the seat. It may be further divided into forms such as English, French, Russian and American service, depending on how the food is carried and placed. Suitable situation: Fine-dining restaurants and formal hotels where personal attention and a relaxed, unhurried meal are expected.

2. Buffet service (self-service) In this method the food is arranged attractively on long tables (chafing dishes, counters) and guests serve themselves, taking as much or as little as they wish. Waiters usually assist only with clearing plates and refilling water. It is quick and can handle a large number of guests at one time. Suitable situation: Banquets, weddings, conferences and hotel breakfasts where many guests must be served within a short time.

3. Cafeteria service This is a form of self-service in which guests move along a counter with a tray, pick up the items they want, pay at the cashier, and then carry the tray to a table. The menu is limited and the food is pre-portioned, so service is fast and cheap. Situation: Institutional catering such as college canteens, hospitals, factories and departmental stores.

4. Room service (in-room dining) Food and drinks are delivered to the guest's room by a room-service waiter, either on a tray or on a trolley with a hot box. Orders are placed by telephone and are served at any time, often round the clock. Situation: Guests who are sick, busy, or who prefer privacy and comfort in a luxury or business hotel.

Other accepted methods (any four may be written): counter service, car-hop/drive-in service, vending service, grill-room service, family/English service, silver/Russian service, plate/American service, and banquet/function service. For each, the situation should match the method — e.g. car-hop service for highway drive-in restaurants, vending service for railway stations and airports.

The French term for Senior Captain (head waiter) is Chef de Salle.

A standard square table for four covers measures about 90 cm × 90 cm (roughly 3 ft × 3 ft), so that each of the four guests gets one side of the table.

Outlets are the places in a hotel where food and beverages are sold and served to guests. The major outlets of the F&B department are:

1. Restaurant (main/specialty). Serves meals à la carte or table d'hôte; a specialty restaurant offers one cuisine, such as Chinese or Nepali.
2. Coffee shop. Open for long hours with a quick, informal service of breakfast, snacks, light meals and beverages.
3. Bar. Serves alcoholic and non-alcoholic drinks with some snacks, e.g. lobby bar, pool bar, cocktail lounge.
4. Banquet. Provides food and beverage service for functions such as weddings, conferences and parties, for a pre-booked number of guests.
5. Room service (in-room dining). Delivers food and drinks to the guest's room on order, with a trolley or tray.
6. Snack bar / pool-side. Offers quick light food and drinks near the swimming pool or garden.
7. Night club / discotheque. Provides drinks, music and entertainment at night.
8. Outdoor catering. Takes the service to a client's venue outside the hotel.

Hollowware means hollow-shaped silver or stainless steel service items used for serving and holding food and beverages at the table. Five hollowware items and their purposes are as follows.

1. Teapot / coffee pot: used for serving tea or coffee at the table.
2. Sauce boat: used for serving sauces and gravies with the main dishes.
3. Soup tureen: used for serving soup in a big quantity and keeping it warm.
4. Entree dish (casserole): used for serving hot main-course items, with a cover to keep the food warm.
5. Milk/cream jug: used for serving milk or cream with tea and coffee.

Other examples are the sugar bowl, vegetable dish and water jug.

Glassware is the glass items used in food and beverage service to serve drinks. Five glassware items and their purposes are as follows.

1. Water goblet: a large stemmed glass used for serving water at the table.
2. Red wine glass: a round bowl-shaped glass that allows the wine to breathe, used for serving red wine.
3. White wine glass: a smaller, narrower glass used for serving chilled white wine.
4. Champagne flute: a tall, narrow glass used for sparkling wine, as it preserves the bubbles.
5. Highball/tumbler: a straight tall glass used for serving soft drinks, juices and mixed drinks with ice.

Other examples are the beer mug, cocktail glass, liqueur glass and brandy balloon.

A coffee shop is an informal restaurant that serves quick and moderately priced meals, while a fine dining restaurant is a formal restaurant that serves elaborate meals with high-quality, personalised service. Their differences are as follows.

Mise en place (pronounced meez-on-plas) is a French term meaning "putting in place" or "everything in its place". In a kitchen or restaurant it means the advance preparation and arrangement of all ingredients, tools, equipment and service items before the actual cooking or service begins.

In the kitchen Vegetables are washed, peeled and cut, meat is portioned and marinated, stocks and sauces are made, spices are measured, and equipment and utensils are set at the work station.

In food and beverage service Tables are laid, napkins folded, cutlery and glassware polished and placed, side stations stocked, condiments and menus arranged, and the area cleaned before guests arrive.

Importance

• Saves time and speeds up the service during rush hours.
• Reduces errors and wastage.
• Ensures consistency in quality and portion size.
• Makes work orderly, safe and less stressful.
• Improves guest satisfaction and staff efficiency.

Cutlery (flatware: items for cutting, spooning and eating)

Crockery (items made of china or ceramic)

Any ten of these items, with the uses given, answer the question.

Cutlery consists of the small hand tools used to cut, serve and eat food, made of stainless steel or silver. Also called flatware. Examples: table knife, table fork, soup spoon, dessert spoon, tea spoon.

Crockery means the plates, cups, bowls and similar items made of china, porcelain or earthenware, on which food and drinks are served. Examples: dinner plate, side plate, tea cup and saucer, soup bowl, coffee cup.

Hollowware means the larger metal serving vessels, hollow in shape and made of silver, stainless steel or electroplated nickel silver (EPNS), used to serve or hold food and beverages. Examples: teapot, coffee pot, sugar bowl, soup tureen, chafing dish, milk jug, salver or tray, vegetable dish.

Difference in brief

All of these are collectively called tableware or restaurant equipment, and need regular cleaning and polishing.

Social skills are the abilities that help a person to relate well to guests and colleagues. Food and beverage service staff meet guests directly, so the following are essential.

1. Communication. Speak clearly and politely, listen carefully, use correct words, and be able to use body language and basic foreign language.
2. Courtesy and politeness. Greeting guests with a smile, saying "please" and "thank you", and addressing them by name.
3. Good manners and etiquette. Behaving properly, with respect for the guest's culture and customs.
4. Friendliness and a pleasant attitude. A warm, helpful and positive manner makes guests feel welcome.
5. Tact and diplomacy. Handling complaints and difficult guests calmly without offence.
6. Teamwork. Cooperating with the kitchen, bar and other staff to give smooth service.
7. Patience and self-control. Staying calm under pressure and in a busy period.
8. Honesty and discretion. Respecting guests' privacy and not gossiping.
9. Salesmanship. Suggesting dishes and drinks to the guest tactfully, and helping to increase sales.
10. Personal presentation. Neat uniform, grooming and hygiene, as they influence the guest's first impression.

Organization chart of the Food and Beverage Service Department

                  Food and Beverage Manager
                            |
                Assistant F&B Manager
                            |
   +---------------+--------+--------+----------------+
   |               |                 |                |
Restaurant      Banquet           Bar              Room Service
Manager         Manager           Manager          Manager
   |               |                 |                |
Head Waiter /   Banquet           Bartender        Room service
Maitre d'hotel  Captain              |             captain
   |               |             Bar helpers           |
Captain         Banquet             /               Room service
   |            waiters           Barmen             waiters
Waiter / Waitress
   |
Busboy / Commis

Job description of the Captain

The captain (station head waiter) is in charge of a section or a group of tables (a station) in the restaurant, and supervises the waiters, commis and bus boys of that station. He or she reports to the Head Waiter or Restaurant Manager.

1. Attends the briefing, checks the reservation list and the day's menu, and allots the stations and duties to the waiters.
2. Checks that the mise-en-place and mise-en-scene (table setting, cleanliness, cutlery, glassware and linen) are complete before service.
3. Receives and greets the guests, escorts them to their table and presents the menu.
4. Takes the food and beverage orders from the guests, suggests dishes and wines, and passes the order (KOT) to the kitchen and bar.
5. Supervises the service of food and drink, ensures correct sequence, speed and quality, and attends personally to VIP guests.
6. Handles guest complaints and special requests politely, and informs the manager of serious issues.
7. Prepares and presents the bill, and ensures proper payment settlement.
8. Trains and guides the junior staff and checks their grooming and uniform.
9. Ensures that the restaurant is closed properly, and is set up for the next service.

A menu is a list of food and beverage items offered by a restaurant, with their prices. It is the main selling tool and decides the kitchen work and service. The main types are:

1. A la carte menu: each dish is priced separately and cooked to order; the guest selects freely. Prices are higher and preparation takes longer.
2. Table d'hote menu: a fixed set menu with two or more courses at a fixed price. It is quick, economical and offers limited choice.
3. Cyclic menu: a menu repeated after a fixed period (for example 7, 10 or 14 days), used in hostels, hospitals and institutions.
4. Du jour menu: the "menu of the day", changes daily according to market availability.
5. Fixed menu: the same items are always offered, as in fast food and coffee shops.
6. Banquet (function) menu: a pre-planned menu for weddings, parties and conferences, chosen by the host.
7. Breakfast, lunch, dinner, tea, snacks and room service menus, according to the meal and time.
8. Special menus: children's, vegetarian, diet, wine and bar menus, and festival menus.

Briefing is a short meeting held by a supervisor or manager with the staff, usually before the start of a shift, to give them information about the day's work, such as reservations, special functions, menu items, targets, changes and instructions, so that all staff work in a well-informed and co-ordinated way.

Dining etiquette is the set of accepted rules of good manners and polite behaviour that a person follows while eating at the table, such as how to sit, use cutlery, handle napkins and behave towards other diners and the service staff.

Examples: wait for the host to begin, place the napkin on the lap, hold the cutlery correctly and work from the outside inward, do not talk with food in the mouth, and say "please" and "thank you" to the waiter.

Cutlery means the knives, forks and spoons used for eating and serving. Ten types used in a food and beverage outlet are:

1. Table knife
2. Fish knife
3. Side/butter knife
4. Dessert knife
5. Table fork
6. Fish fork
7. Dessert fork
8. Soup spoon
9. Tea spoon
10. Dessert spoon

Others include the coffee spoon, steak knife, grapefruit spoon, cocktail fork, serving spoon and fork, and tongs.

The statement is correct: good service in a hospitality business depends on what the staff know, what they can do and how they feel about guests. These three together are called KSA.

1. Knowledge This is the information the staff have about the job and the hotel. It includes product knowledge (menu, ingredients, prices, hotel facilities), service procedures, hygiene and safety rules, and knowledge of guests' culture and habits. A waiter who can describe a dish and suggest a suitable drink gives confident and correct service.

2. Skills Skills are the practical ability to perform tasks properly, through training and practice. They include technical skills (laying a table, carrying a tray, serving and clearing, billing, using the POS) and interpersonal skills (communication, listening, handling complaints, teamwork, and time management). Skills ensure that the service is quick, accurate and consistent.

3. Attitude Attitude is the staff's way of thinking and behaving towards guests and work. A positive attitude shows in courtesy, a smile, willingness to help, patience, honesty, a sense of responsibility and respect for the guest. Even with good knowledge and skills, poor attitude spoils the guest experience; on the other hand a good attitude can recover the situation when something goes wrong.

Conclusion: Knowledge tells the staff what to do, skills let them do it well, and attitude makes them do it willingly. When all three are present, service quality, guest satisfaction and repeat business increase.

Job title: Waiter / Steward Reports to: Captain / Restaurant Supervisor / Restaurant Manager

Job summary: The waiter serves food and beverages to guests in the restaurant in a polite, efficient and hygienic way.

Duties and responsibilities

• Attend the briefing and be in clean, proper uniform with good grooming.
• Do the mise-en-place: clean and set tables, polish cutlery and glassware, fold napkins, and fill the side stations.
• Greet guests, seat them, present the menu and give information about dishes.
• Take orders correctly, place them with the kitchen/bar (KOT) and pick them up on time.
• Serve food and drinks using the correct service style and sequence, and replenish water, bread and other items.
• Check on guests' satisfaction, and handle requests or complaints, or report to the captain.
• Clear dishes, crumb down and relay tables after guests leave.
• Present the bill and, as per policy, collect payment.
• Maintain cleanliness, hygiene and safety in the work area.
• Co-operate with the kitchen and other staff and do the closing duties, cleaning and restocking.

A briefing is a short meeting held before the shift starts in the food and beverage department. It is held for the following reasons.

1. To give information on the day's business: reservations, expected number of guests, banquets and special events or VIP guests.
2. To inform about the menu: the special dish of the day, new items, items not available, and the daily specials and promotions so that staff can recommend them (suggestive selling).
3. To allot duties and sections: each staff member knows the station, tables and responsibilities.
4. To check grooming and hygiene: the supervisor inspects uniform, personal hygiene and appearance.
5. To pass on instructions and policy changes: new standards, procedures, safety rules and instructions from management.
6. To review past performance: to discuss guest feedback, complaints or mistakes of the previous day, and learn from them.
7. To motivate staff and improve teamwork: praise good work, set targets and build team spirit.
8. To improve communication and co-ordination between the staff, kitchen, bar and other departments, thus reducing errors and misunderstanding.
9. To train: a quick training or reminder on service skills or product knowledge.

A good briefing results in smooth, consistent service and greater guest satisfaction.

Crockery means the china, porcelain, earthenware or ceramic items, such as plates, cups and bowls, used to serve and eat food in a restaurant. It should be of good quality, free of chips and cracks, uniform in design and easy to wash and stack.

Five examples

1. Dinner plate (10 to 11 inches): used for the main course.
2. Side plate (6 inches) / bread and butter plate: for bread rolls, butter, and salad; also placed at the left of the cover.
3. Soup bowl / soup plate with saucer: for serving soup.
4. Tea cup and saucer / coffee cup and saucer: for hot beverages such as tea and coffee; the demitasse is a small coffee cup.
5. Dessert plate (7 to 8 inches): for sweets, cakes and pastries.

Other examples are the fish plate, cereal bowl, teapot, coffee pot, milk jug, sugar bowl and ashtray.