KOD DAN NAMA PROGRAM/ PROGRAM CODE AND NAME HT-010-4:2012FOOD & BEVERAGE OUTLET MANAGEMENT TAHAP / LEVEL L4 NO DAN TAJUK UNIT KOMPETENSI/ COMPETENCY UNIT NUM. AND TITLE HT-010-4:2012- CU02: F&B OUTLET ADMINISTRATION MANAGEMENT NO DAN PERNYATAAN AKTIVITI KERJA /WORKACTIVITIES NO AND STATEMENT WORK 1. ORGANIZE OUTLET WORK SCHEDULE ADMINISTRATION 2. PREPARE OUTLET PERSONNEL BRIEFING AND MEETING 3. MONITOR OUTLET MAINTENANCE SCHEDULE 4. COMPILE GUEST DATABASE 5. ANALYSES GUEST FEEDBACK 6. COMPILE ADMINISTRATION DOCUMENTATION NO. KOD / CODE NUM HT-010-4:2012-C02/P(4/24) Muka Surat /Page : 1 of : 9 TAJUK / TITLE:ORGANIZE OUTLET WORK SCHEDULE ADMINISTRATION TUJUAN / PURPOSE: This information paper is how to prepare outlet personnel briefing and meeting to ensure that staff service satisfaction and prompt action is taken in accordance with company policies and regulations. KOLEJ BREYER KL 8TH & 9TH FLOOR,WISMA HAVELA THARKADAS NO 1,JALAN TIONG NAM (OFF JALAN RAJA LAUT) 50350 KUALA LUMPUR KERTAS PENERANGAN ( INFORMATION SHEET )
NO. KOD / CODE NO. HT-010-4:2012-C02/P(4/24) MukaSurat / Page : 2 Drp / of : 9 INFORMATION: OUTLET PERSONNEL BRIEFING AND MEETING 1.1 BRIEFING Definition 1) Briefing whether in the form of briefing notes,longer briefing papers,or oral briefings are used to keep decision makers informed about the issues they are responsible for. 2) In hospitality industries,briefings are the principal means of communication between department managers and their staff or other senior management. 3) The demands of industries these days are such that staff or must constantly learn and retain information about an enormous range of topics and issues,which change rapidly.The only way they can do this is to rely on concise,clear and reliable briefings. ENSURE PROCEDURE 1) In the operation of a restaurant is to provide daily briefings to staff in accordance with sections and shifts respectively. 2) The purpose of the briefing was to: - a) To monitor staff attendance on the day of operation b) Delivering the latest information on daily operations. c) Dividing the tasks according to the staff. d) Reporting of all to achieve better sales. Before Briefing 1) Memo issued as advice to staff.Memo distributed directly to the staff involved or displayed on the notice board. 2) Staff must bring logbook to record all the information that will be presented at the briefing
NO. KOD / CODE NO. HT-010-4:2012-C02/P(4/24) MukaSurat / Page : 3 Drp / of : 9 During Briefing 1) All operations weakness informed and find solutions that overcome these weaknesses. After Briefing 1) BRIEFING SHIFT STAFF 1) Briefing time a) Staff must attend the briefing on time. b) Briefing held half an hour early before the operation. 2) Staff Attendance a) Collect the staff and check the presence of staff. b) Examine the uniform and grooming. 3) Operation a) Explain about what to do before, during and after the operation. The topics highlighted during operation is discipline, teamwork and standards of service. b) Inform the staffin more detail about the event will be held,place, type of event, etc. and the menus ceremony and VIP Event Order List. 4) Venue a) Choosing a strategic location to hold briefing depending on the outlet. b) Location should be informed in advance by stating in the memo
NO. KOD / CODE NO. HT-010-4:2012-C02/P(4/24) MukaSurat / Page : 4 Drp / of : 9 HOW TO OPERATE BRIEFING 1) Collect the staff and check the presence of staff. 2) Examine the uniform and grooming. 3) Inform the staff about the agenda on the day of operation 4) Receive comments and opinions from the staff related on the service provided during the operation. 5) Instruct staff to the scheduled. 2.1 MEETING Definition 1) Interpreted as a public meeting to meet the objectives, rules and laws organization. It is a group of methods that perform the task as well as a forum to discuss matters of concern amongst those involved in a particular order. 2) The meeting must be attended by at least two members or more. TYPES OF MEETINGS 1) The annual general meeting 2) An extraordinary general meeting. 3) Meetings of the committee. General characteristics of Meeting 1) Notification 2) The members of the meeting 3) The presence 4) The implementation of regulations
NO. KOD / CODE NO. HT-010-4:2012-C02/P(4/24) MukaSurat / Page : 5 Drp / of : 9 Determination of Meeting 1) Expenses 2) Management 3) Interest Functions of Meeting 1) Combine the ideas to reach the goal. 2) Discuss and resolve problems 3) Making decisions for the common good. 4) Know and plan an activity or activities The purpose of Meeting 1) Set work objectives to be achieved by an activity. 2) Accelerate the preparation work. 3) Solve a variety of tasks and things. 4) Disseminate information, new plans and make changes 5) Solve the problem 6) Getting advice, opinions and reactions. PREPARATORY MEETING 1) Discussion Created by the secretary and the chairman to determine the place, date, time and agenda. Secretary and chairman of the plan allocation of time for each item. 2) Meeting room bookings Reservation is made in writing. Certain information is given to the officer in charge of receiving the order.
NO. KOD / CODE NO. HT-010-4:2012-C02/P(4/24) MukaSurat / Page : 6 Drp / of : 9 The information includes the type of meeting, date, name of the chairman and others. 3) Preparation facility Meeting rooms must be provided according to plan meetings. Stationery, speakers, overhead projectors, overhead projectors and LCD available. 4) Determination of paperwork Secretary and the secretariat shall determine the working papers prepared by the organization / department to be presented at the meeting not less than 15 days prior to the meeting Inform the relevant number of copies required and the need to provide a summary if a paper exceeds 15 pages not including appendices. FACTORS AFFECTING HOW BEST TO RUN MEETINGS 1) Your choice of structure and style in running an effective meeting is hugely dependent on several factors: a) The situation (circumstances, mood, atmosphere, background, etc) b) The organisational context (the implications and needs of the business or project or organisation) c) The team, or the meeting delegates (the needs and interests of those attending) d) You yourself (your own role, confidence, experience, your personal aims, etc) e) Your position and relationship with the teamand of course the aims of the meeting. 2) There will always be more than one aim, because aside from the obvious reason(s) for the meeting, all meetings bring with them the need and opportunity to care for and/or to develop people, as individuals and/or as a team.
NO. KOD / CODE NO. HT-010-4:2012-C02/P(4/24) MukaSurat / Page : 7 Drp / of : 9 3) When you run a meeting you are making demands on people's time and attention. When you run meeting you have an authority to do so, which you must use wisely. 4) This applies also if the people at the meeting are not your direct reports, and even if they are not a part of your organisation. 5) Whatever the apparent reason for the meeting, you have a responsibility to manage the meeting so that it is a positive and helpful experience for all who attend. 6) Having this aim, alongside the specific meeting objective(s), will help you develop an ability and reputation for running effective meetings that people are happy to attend. 3.1 AGENDA Definition 1) The agenda is paper that lists the matters to be discussed at the meeting. 2) In preparing the agenda, the chairman should discuss with the secretary of the content of the agenda before it is set, printed and distributed to the members who are present at the meeting 3) On the agenda should not put things that can be solved or decisions that may be taken by means of communicating with members via mail or phone SHAPE AGENDA Shaped Frame 1) Nature and give a summary of the basic topics of the matters to be discussed at the meeting. 2) This form is used as part of the notice distributed. Complete agenda
NO. KOD / CODE NO. HT-010-4:2012-C02/P(4/24) MukaSurat / Page : 8 Drp / of : 9 1) The full agenda on topics in the agenda set out in full. 2) The agenda of this type are presented in the order form stating the purpose of meetings and resolutions to be put forward Copy of the chairman 1) A copy of the agenda must be submitted to the chairman with a more complete form of which was distributed to other members. 2) Do the empty space on the side of the agenda papers for the chairman to make some notes Copy of secretary 1) Must have own a copy of the complete agenda and details. 2) This is because the ruling could make it easier to register and transfer it into the minutes of the meeting
NO. KOD / CODE NO. HT-010-4:2012-C02/P(4/24) MukaSurat / Page : 9 Drp / of : 9 QUESTION You are required to answer all the questions below correctly: 1) What is the definition Meeting? 2) Name three (3) types of Meeting? REFERENCES 1) Alan Deegan, Graham Brown and KaronHepmer, introduction to Food & Beverage, service pearson Education limited ISBN 0582357756 2) HOSPITALITY STRATEGIC MANAGEMENT second edition Cathy A. enz 2009 3) https://www.businessballs.com/communication-skills/meetings-how-to-plan-and-runmeetings/