Food and Beverage Operations: Full-Service Hotels

1. Chapter 13 Food and Beverage Operations: Full-Service Hotels Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

2. Food and Beverage Guests À la Carte (food service): a food service offering items on an individually priced (by-item) basis, typically in a dining room. Competitors: businesses that provide products and services to the same market of guests. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

3. Food and Beverage Guests Services offered by full-service hotels: • À la carte dining • Banquet • Room service • Bars/Lounge Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

4. Organization of Hotel Food and Beverage Operations Small Hotels: Hotel General Manager F&B Manager Head Cook – Restaurant Manager – Head Bartender Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

5. Organization of Hotel Food and Beverage Operations Large Hotels: Positions include: • Director of F&B Operations • Executive Chef • Catering Manager • Banquet Manager • Restaurant Manager • Room Service Manager • Beverage Manager • Head Bartender • Sous Chef • Banquet Chef Direct Report: one’s immediate supervisor. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

6. Organization of Hotel Food and Beverage Operations Direct Report: one’s immediate supervisor. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

7. Menu Planning Food service process: • Menu Planning: the process of determining the food/beverage items to be offered that will most please the guests while generating acceptable revenue and/or cost objectives. • Procurement • Receiving • Storing • Issuing • Production—Preparing, Cooking, Holding • Delivery to guest • Serving • Service Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

8. Menu Planning Factors to consider: • Guest preferences • The ability to consistently produce quality items • The availability of ingredients • Production/service staff with appropriate skills • Equipment/layout/facility design issues • Nutritional issues • Sanitation concerns • Peak volume production/operating concerns • The ability to generate required profit levels Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

9. Guest Concerns Guest factors to consider: • Purpose of visit • Demographic Factors: factors such as age, marital status, gender, ethnicity, and occupation that help to describe a person. • Value (Menu Item): the guest’s perception of the selling price of a menu item relative to the quality of the menu item, service, and dining experience which is received. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

10. Guest Concerns Repeat Business: revenues generated from guests returning to a commercial hospitality operation as a result of positive experiences on previous visits. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

11. Operating Concerns How the menu impacts food services operation: • Product purchases • Personnel needs • Layout/design concerns • Traffic (number of people): the persons such as guests and/or employees who occupy/move within a specified area. • Equipment availability • Overload (Equipment): the act of requiring equipment to produce more than it is reasonably capable of producing. • Production volumes www.themenumaker.com Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

12. Purchasing Food (Menu) Items: food selections which will be available for the guests. Ingredients: individual components of a food (menu) item. For example, flour and sugar are ingredients in bread. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

13. Purchasing Purchasing: the process of determining the right quality and quantity of all food products and ingredients to be purchased and of selecting the supplier that can provide these items at the right price and at the right time. Special purchasing concerns • The right quality • The right quantity • The right supplier • The right time • The right price Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

14. Purchasing Quality (Food/Beverage Products): suitability for intended use; the closer an item is to being suitable for its intended use, the more appropriate is its quality. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

15. Purchasing Theft: to steal all of something at one time. For example, a thief might steal a case of liquor. Pilferage: to steal small quantities of something over a period of time. For example, a thief might steal one bottle from a case of liquor. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

16. Purchasing Stockout: the condition that arises when a food/beverage item needed for production is not available on-site. Value (Purchasing): the relationship between price paid and the quality of product, supplier information, and service received. Expedite (Purchasing): facilitating delivery of food, beverage, or other products previously ordered from suppliers. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

17. Receiving, Storing, and Issuing Storing: the process of holding products under optimal storage conditions until needed. Issuing: the process of moving products to the place of production. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

18. Production Production: the process of readying products for consumption. Standard Recipe: a written explanation about how a food or beverage item should be prepared. It lists the quantity of each ingredient, preparation techniques, portion size/portion tools, and other information to assure that the item is always prepared the same way. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

19. Production “Scratch” (Food Preparation): a term meaning the use of ingredients to make items available for sale. Convenience Food: food or beverage products that have some labor “built in” which otherwise must be added on-site. Make/Buy Analysis: the process of considering quality, costs, and other factors in “scratch” and convenience food alternatives to determine how products should be purchased for the operation. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

20. Production Chained Recipe: a recipe for an item (such as a sauce) that, itself, is an ingredient in another recipe (such as a casserole). Per Portion: a single serving of food. Batch Cooking: preparing several portions of food at the same time. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

21. Production Preparing: steps involved in getting an ingredient ready for cooking or serving. Cooking: applying heat to a food item. Holding: maintaining food items at proper serving temperature after they are prepared. Holding involves keeping hot foods hot and cold foods cold. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

22. Serving and Service Service Bar: a bar where drinks prepared by bartenders are given to personnel who serve them to guests. Serving: the process of moving food or beverage items prepared from production staff to service personnel. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

23. Serving and Service Service (Food and Beverage): the process of transferring food and beverage products from service staff to the guests. Common service styles: • American (Plated) Service • Traditional French Service • Russian (Platter) Service • English (Family) Service • Buffet (Self-Service) • Counter Service À la Carte Dining Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

24. Getting Ready for Service Mise en Place: a French term meaning “everything in its place.” Condiments: salt, pepper, ketchup, mustard, syrups, and related items that guests apply to food to adjust its taste to their personal preference. Service Areas (Dining Room): a (usually) non-public area close to the dining room used to house coffee machines, ice bins, serviceware, and related supplies needed by service staff. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

25. Getting Ready for Service Line-Up (Training): a brief informational training session held before the work shift begins. Topics to include in line-up: • Server station assignments • Server Station: an area of the dining room with specific tables/booths assigned to a specific food server. • Daily specials • Product knowledge information • Estimates of business volume Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

26. Service Procedures Service Sequence: • Initial table approach (welcome) • Present menus, pour water • Take beverage order • Serve bread • Deliver beverages • Take 2nd beverage order, take food order, take wine order Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

27. Service Procedures Service Sequence: • Deliver 2nd beverage • Remove unnecessary serviceware, place additional serviceware • Serve appetizers • Serve salad/soup • Serve entrée, serve wine • Serve dessert • Final service procedures Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

28. Room Service Room service attendants must be trained to: • Ask guests where the meal should be placed • Explain procedures for retrieval of room service items • Present the guest check and secure payment • Open bottles of wine, if applicable • Provide an attitude of genuine hospitality Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

29. Room Service Room service loses money because of: • High labor costs • Capital costs (for transportation equipment) • The need to constantly return soiled items to kitchen area Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

30. Profitability Hospitality Suite: a guest room rented by a supplier/vendor usually during conventions/conferences to provide complimentary food and/or beverages to invited guests. Hosted Events: functions which are complimentary to invited guests; costs are borne by the event’s sponsor. Cross-selling: messages designed to advertise the availability of other services. For example, a dinner menu may provide information about a hotel’s Sunday brunch. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

31. Operating Issues Suggestive Selling: information suggested by an order taker or by a server to encourage guests to purchase items they might otherwise not have ordered. Guest Check Average: the average amount spent by a guest in a room service or dining room order. The guest check average typically includes the food and alcoholic beverage sales. Total Revenue = Guest Check Average Total # Guests Served Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

32. Operating Issues Electronic Cash Register (ECR): a stand-alone computer system that includes an input device such as a keyboard, an output device such as a printer, a central processing unit, and some storage (memory) capacity. Point-Of-Sale Terminal (POS): a computer system that contains its own input and output components and, perhaps, some memory capacity, but without a central processing unit. Remote Printer: a unit in a food or beverage preparation area that relays orders entered through an electronic cash register and/or point-of-sale terminal. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

33. Banquet Operations Catering: the process of selling a banquet event. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

34. Profitability There are several reasons that banquets are generally more profitable than restaurant dining. Contribution Margin: the amount of revenue remaining from food revenue after the cost of food used to generate the sale is paid for. Guarantee: a contractual agreement about the number of meals to be provided at a banquet event. The event’s sponsor agrees to pay for the number of guests served or the guarantee, whichever is greater. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

35. Profitability Hosted Bars: a beverage service alternative in which the host of a function pays for beverages during all or part of the banquet event; also called an open bar. Cash Bars: a beverage service alternative where guests desiring beverages during a banquet function pay for them personally. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

36. Banquet Event Orders and Contracts Banquet Event Order (BEO): a form used by sales and food production/service personnel to detail all requirements for a banquet event. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

37. Banquet Room Set-Up Function Room: hotel public spaces such as meeting rooms, conference areas, and ballrooms that can frequently be subdivided into smaller spaces available for banquet, meeting, or other group rental and/or use. Details to consider: Size of room Type and size of tables Number of seats Aisle spaces Dance floors Head tables Reception/buffet lines Timing Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

38. Service Styles Same as dining room service, plus: • Butler Style Head Table: special seating at a banquet reserved for special guests. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

39. Control of Beverage Function Call Brand Beverages: high-priced and higher-quality alcoholic beverages sold by name rather than sold by type of liquor only. Premium Brand Beverages: highest-priced and highest quality beverages generally available. House Brand Beverages: alcoholic beverages sold by type rather than by brand that are served when a call or premium brand beverage is not requested; also called speed-rail, well, or pour brand. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

40. Control of Beverage Function Open Bar: a beverage service alternative where the host of a banquet function pays for beverages during all or part of the event; also called hosted bar. Ways in which beverage charges can be assessed: Individual Drink Price Bottle Charge Per-person Charge Hourly Charge Corkage Fee: a charge assessed when a guest brings a bottle to the hotel for consumption at a banquet function or in the hotel's dining room. Hayes/Ninemeier: Foundations of Lodging Management. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.