343 ¾ Hard abrasive: includes sand paper, steel wool etc. Other examples are glass, sand and emery papers, steel wool, nylon web, powdered pumice and fine ash. These are used as finely ground powder, example are scouring powders like Vim or liquid or cream form. Abrasive cleaners will often work where others fail. Liquid abrasive cleaners are generally more expensive but are more convenient to use. Liquid Cleaning Agents Liquid cleaning agents can be either diluted in a little water or used directly with a dry cloth. ¾ Ammonia is alkali which softens water and emulsifies grease. ¾ Methylated sprits are effective against grease stains. ¾ Paraffin is also grease solvent. ¾ Turpentine is a grease and paint solvent. ¾ Vinegar is a mild acid (acetic acid) unaffected by hard water and useful in removing light stains in baths. ¾ Hydrochloric acid is useful in removing stubborn stains in bathrooms but care must be taken in its use as it is damaging to the skin and destroys fabrics and light bathroom fittings. ¾ Carbon tetrachloride is also excellent grease solvent. Care must be exercised there, too, as the fumes are corrosive and harmful. Washing Soda This agent is quite outdated due to the advent of domestic detergents like vim, etc. However, it is particularly useful for emulsifying grease on drain pipes, gutters or stone surfaces. In strong concentration, it could be an irritant and injurious to skin, fabrics brushes, wood and paint. Washing soda is useful as a water softener and it is a chlorinated compound. Soda-bars, Powders and Flakes Nowadays soaps have been replaced by excellent synthetic soap less detergents which are unaffected by hard water. In this case rinsing is not important as these products suspend dirt and grit most effectively without leaving a smear. However, some housekeepers may not have access to these detergents and may have to rely on soaps. Powders and flakes are useful in getting instant lather but are expensive. When used, care should be taken that they are thoroughly dissolved. Being expensive, one should
344 know exactly how much powder or flake is dissolved to get an optimum concentration for best results and also how long the resultant solution is effective. Good bar soaps are still most economical but much more strenuous to use than modern methods. They should be stored on open shelves in a dry store. Window Cleansers Window cleansers consist of water miscible solvent to which a small quantity of surfactant and possibly an alkali are added-to improve the polish effect of the cleanser. Some also contain fine abrasive. The cleanser is applied with a cleaning rag and rubbed off with a clean soft cloth. Cleansers can also be applied by spraying and the surface wiped clean. Acids and Alkali The cleaning action is carried out by chemicals such as: ¾ Acid: Acids are used for the removal of metal stains. Vinegar and lemon are used for the removal of tarnish of copper and brass and of mild water stains on bath tubs, etc. More resistant water stains may be removed with stronger acids such as oxalic acid or hydrochloric acid. This should be only used under strict and experienced supervision so that too much is not used and is carefully applied. ¾ Alkali: Caustic soda, sodium hydroxide and ammonia are alkalis and are used as grease emulsifiers and stain removal agents. Strong alkaline cleaning agents based on caustic soda in flakes or in liquid form are available for the cleaning, of blocked drains, and other large industrial equipments. Extreme care is to be taken in their use as they are very strong and are highly corrosive. Absorbents These perform the cleaning action by absorbing the stain or grease e.g. starch, French chalk powders, and besan or gram flour. Their constituents vary and many are of vegetable origin. Unlike abrasives, they are not manufactured. Paraffin Oil Paraffin is wax like or liquid hydrocarbon mixture used as solvent. It is also efficient for the cleaning of baths but owing to its smell it is seldom used. Organic solvents such as methylated spirit, white spirit (turpentine substitute) and carbon tetrachloride are grease solvents and are used for the removal of grease and wax from different surfaces. Aerosol dry cleansers are suitable for use
345 on wallpapers. Polishes They do not necessarily clean but produce a shine by providing a smooth surface from which light is reflected evenly. They do this by smoothing out any unevenness on the surface of the articles. Polishes fall into three broad categories - spirit based, oil based and water based. Spirit based is used primarily for mirrors, window panes, etc. Oil based is used on wood, linoleum and synthetic floorings, leather, tiles, etc. Water based is used on sealed floors, rubber and thermoplastic floors. Polishes may be used only after dirt and dust has been removed from surfaces. It should be used in small quantities. Ensure that the correct type of polish is used with the correct method of polishing. Polishes come in three forms liquid, paste & cream. Disinfectants, Antiseptics & Deodorants Disinfectants, antiseptics and deodorants are not strictly cleaning agents but are often used during cleaning operations. Disinfectants kill bacteria, antiseptics prevent bacterial growth and deodorants mask unpleasant smell by combining chemically with the particles producing the offensive smell. SELECTION OF CLEANING AGENTS 1. Mild cleaning agents are generally preferred for cleaning as they are less injurious. 2. Strong chemicals and abrasives may be easy to clean and the surface would look better, but on the long run it may damage the surface. 3. Cleaning agents have to be purchased in manageable containers as bulk purchases could cause congestion in stores. The containers must have reliable lids, corks as defective ones could result in wastage due to evaporation. 4. Strong smelling agents like paraffin must be avoided due to the offensive smells they lend to the environment. 5. Pollutant free / less polluting cleaning agents should be used to protect not only the hotel staff and guests but also people at large.
346 Laundry Form Date: Room Number: Name: Laundry Price Guest count Hotel count Dry cleaning Price Guest count Hotel count Blouses Dresses Brassieres Costumes Dresses Suits Panties Skirts Night dresses Overcoats Pajama suits Rain coats Shirts Blouses Shorts Jerseys Socks Jackets Underwear Tuxedo Skirts Trousers T-shirts Ties Jerseys Belts Fancy shirts Track suits Handkerchief Shirts Towels Waist coats Track suits Evening dresses Total Total Special Instructions: ___________________________________________________________ Note: Delivery will be on the same day if the laundry is dropped before 9:00 AM
347 Housekeepers Checklist Date Housekeeper/Inspected By Room # Housekeepers Checklist...Cleanliness...Cleanliness...Cleanliness # Item ; # Item ; 1. Room exterior (windows, door, carpet or sidewalk, walls 28. Soap dish and grab bar (handicap) 2. Drapery (pins, cord operational, clean), door guard 29. Bathroom walls and ceiling 3.* Check key, lock (s), peephole 30. Bath mat 4. Legal notice, posted rates are correct (back of entrance door 31* Tub fixtures, shower head 5. Wipe top of door and trim 32* Tub sides, bottom, drain 6. Inspect chair cushions and back 33. Bottle opener 7. Wipe chair legs and rungs 34. Wastebaskets (clean, good repair) 8.* Test entrance lights 35. Vanity top, surrounding area 9. Window sills and trip 36. Mirror, ice bucket, glasses 10. Window clean, check for condensation 37.* Lights and electrical outlets 11.* Lamps, base, shade, light (s) switches, cords, wattage 38.* Sink fixtures and drain stopper 12. Test bed lamps 39. Towels and towel hangers 13. Telephone directories (condition) 40. Base boards 14.* Under bed, headboards 41. Credenza, top, drawers, mirror 15.* Bedspread condition 42.* Television (clean, working) 16.* Pillows 43.* Electrical cords contained 17.* Bed linens 44. Amenities (in place, clean, fresh) 18.* Mattress and springs 45. Night stand 19. Pictures (straight and clean) 46. Desk condition and supplies 20. Vents and exhaust fans 47. Walls and ceiling (clean, good repair) 21. Carpet edges, corners, stains, nap, vacuumed 48.* Air conditioner (clean, filter clean, temperature controls work) 22. Toilet tissue (point), facial tissue 49. Safety hazards (employee, guest) 23.* Underside of toilet bowl, toilet seat, rim, tank 50. Smoke detector (tested, clean) 24.* Bathroom floor, back of door 51. Odours 25.* Bathroom light and heat lamps 52. Luggage rack 26. Shower curtain, curtain rod 53. Clothe rack, hangers 27. Tub/Shower wall tile 54.* Telephone (clean, operational) 28. Soap dish and grab bar (handicap) *These items are critical items. They must be checked daily. Date: Signature:
348 Guest Room Checklist Date Housekeeper/Inspected By Room # Guest Room Amenities Checklist Room Type Room Type Item Deluxe Busin Suite Item Deluxe Busin Suite Dresser Top: 1 Guest Service Directory 1 World Wide Directory 1 Room Service Menu 1 Do Not Disturb Sign 1 Guest Comment Card 1 Collateral Holder Dresser/Drawer: 1 Bible (night table) 1 pocket folder holding: 3 envelopes, 4 sheets of stationery Clothes Closet: 8 hangers 2 laundry bags and laundry slip 8 hangers with skirt clips General: 1 ice bucket & lid 1 memo pad with one pen 1 waste basket 4 glass tumblers with caps 3 ashtrays, smoking rooms 1 telephone book Equipment & Supplies: Bathroom: 1¼ oz. soap bar 4 bath towels 1¾ oz. exfoliating bar 4 bath towels, oversize 1 1 oz. conditioner 4 hand towels 1 1 oz. shampoo 3 face cloths (4 in double doubles) 1 shoe mitt 1 bath mat 1 mouthwash 1 bath robe per person (max. 2 per room) 1 lotion 1 sewing kit 1 soap dish 1 presentation tray Miscellaneous: 1 coffee maker Mini Bar 1 filter pack Colombian coffee Iron 1 filter pack Colombian decaf. coffee Ironing Board 2 tea bags Pant Presser 4 coffeemate 4 sugar substitute Kitchenette Dish Rack and stand Royal Doulton Dishes: Dish Soap 6 Dinner Plates Flatware Caddy 6 Soup/Salad Plates Oneida Flatware 6 Bread Plates 6 Dinner Knife 6 Cups and Saucers 6 Dinner Fork Glassware 6 Tea Spoon 6 Beer Glasses 6 Dessert/Soup Spoon 6 Wine Glasses 6 Dessert/Soup Spoon 6 Tumblers Microwave Oven Refrigerator
349 Guest Room Cleaning Checklist Date Housekeeper/Inspected By Room # Bathroom Checklist Item Yes No Item Yes No Door lock works properl Mattress firm turned regularly Door opens easily & quietly Bedspreads free of rips & stains Light switches work properly Upholstery clean & in good condition Windows open & close properly Furniture scratched or stained Window glass clean Walls clean & free of cobwebs Window glass free of cracks Walls scratched or nicked Drapes straight & working properly Luggage racks in good condition Controls for air conditioning/heat work properly Pictures and mirrors straight Air conditioning filters clean Furniture drawers slide easily Lamps work Telephone working Wall lights work Clean ashtrays & matches Lamp shades clean & straight Mattress pads clean & free of stains Beds correctly made Light bulbs with proper wattage Bedspreads straight Minimum of 6 hangers (3 suit, 3 dress) Fluffed/Even pillows Drapes partially closed Rate cards posted Item Yes No Item Yes No Item Yes No Desk tops Mirrors Lamps & shades Dresser Tops Rim of baseboard Light bulbs Table Tops All drawers Window cornice Headboards Closet shelves Window frame Chairs Closet rods Corners Picture Frames Telephone Window sills Item Yes No Item Yes No Item Yes No Clean toilet seat (both sides) Shower curtain clean Faucets leaking Underside of lavatory clean Pop up stopper clean Broken Tile Shower rod in good condition Water spots on tile Toilet seat firm Commode clean under rim Tub grouting missing Fixtures firm Commode flushes properly Tub grouting clean Chrome sparkling Bathroom free of odours Supply of towels
350 Guest Room Amenities Item Room Club Item Room Club Credenza Bathroom 1 Guest Directory 9 9 1 frosted oval display tray 9 9 1 Brand Report Card 9 9 2 bars Brand facial soap, 1.25 oz 9 9 1 Brand World Wide Directory 9 9 1 bottle Brand shampoo, 22ml 9 9 1 Laundry bag & laundry slip 9 9 3 bath towels (four in double, doubles) 9 9 Night Table/Desk 3 hand towels (four in double, doubles) 9 9 1 Bible (night table) 9 9 3 face cloths (four in double, doubles) 9 9 1 Pocket Folder w 3 envelopes/3 stationery 9 9 1 bath mat 9 9 1 am/fm clock radio 9 9 Hairdryer 9 9 Closet Miscellaneous 3 hangers + 3 hangers w skirt clips 9 9 1 coffee maker 9 9 General 1 filter pack Colombian coffee or 9 9 1 ice bucket & poly liner 9 9 1 filter pack Colombian decaffeinated 9 9 1 waste basket 9 9 1 tea bags 9 9 3 ashtrays in guest room (smoking only) 9 9 1 condiment package 9 9 1 memo pad with pen 9 9 1 Iron 9 3 wrapped glasses 9 9 1 Ironing Board 9 1 telephone book 9 9 1 refrigerator 9 2 coffee cups, porcelain 9 9 Guest Room Settings: Room: Lights Off H.V.A.C. Set at 18ºC or 70ºF Drapes Closed Heating Set at 18ºC or 70ºF Television Off Windows Closed Drapes Closed Bathroom: Sink Faucet Off Shower Head Point Towards Wall Tub Faucet Off Drain Plugs Open Toilet Seat Lid Down Light Off Shower Curtain Centered Inside Tub Bathroom Door Open
351 Deep Cleaning Checklist Date Housekeeper/Inspected By Room # Deep Cleaning Task Checklist Item ; Item ; Turn Mattresses and Change Bedspreads Remove linens from the bed Lift mattresses off the box springs Lift the box springs off the bed frame Inspect for tears, soil spots or broken springs Inspect and clean the frame and headboard Vacuum behind and inside the bed platform Rotate the box springs Turn the mattress Vacuum the mattress cording Inspect pillows and replace pillows that have stains Remake the bed with clean mattress pad, linens & bedspread Report and damage promptly Dust High Places Dust where the wall meets the ceiling Dust smoke detectors and sprinklers Dust the tops of tall furniture such as armoires Dust light diffusers; clean with a damp cloth if needed Dust vents Clean anything else above eye level Clean Lights Remove the shade Use a damp cloth to clean fixture & shade thoroughly Reposition the shade Remove and dust exit sign covers Wipe inside exit sighs with a damp cloth Replace exit sign covers Clean Draperies And Wash Window Remove draperies that need professional dry cleaning from drapery rods Label draperies by room number and send them to be dry cleaned Use a scrubber and window cleaner to clean grease marks and grime from windows To remove dust, vacuum draperies from the top down. Get into the folds, and clean the back Place hooks in a sealable bags Inspect and clean pulls, hooks and rods Wipe vinyl draperies with a damp cloth Work from the top down in an “S” pattern with a squeegee Dust sheers often Hang replacement draperies Wipe window frames with a damp cloth Wash Walls, Baseboards and Doors
352 Work from the bottom up to avoid streaks Use a mild solution of all purpose cleaner on a soft sponge and clean gently Dry all surfaces with a clean cloth Wipe switch plates, phone plugs and wall jacks Clean anything hanging on the wall Clean both sides of every door, including viewers, hinges, the frame, locks and lock plates Clean the closet walls and luggage racks Date: Signature: Deep Cleaning Task Checklist Item ; Item ; Clean Furniture, Upholstery Vacuum upholstery Use a vacuum attachment to get tight spots Check the manufacturer’s directions before cleaning spots from uphostery Rub upholstery spots gently with a light fabric cleaner then blot the area with a white cloth Clean under cushions and inspect and turn them Wood or Laminated Furniture Use an oil-based cleaner on wood furniture Use all-purpose cleaner to wipe laminated furniture Clean all backs of all furniture Dry with a clean cloth Use a cloth to wipe inside drawers Report any drawers that don’t slide smoothly Wipe room accessories such as the telephone Clean Carpets Work clockwise around the room to clean carpets Edge the carpets with a crevice tool or a broom Take care of carpet spots. Use standard removal techniques depending on the type of stain Shampoo or extract carpets by following the manufacturer’s directions and equipment instructions Allow the carpet to dry completely before renting the room, so dirt doesn’t stick to damp surfaces Vacuum the room thoroughly Reposition the furniture Replace Shower Curtains Remove the shower curtain Soak the hooks in soapy water Replace any broken hooks Clean the curtain rod Reposition a clean shower curtain Scrub Tile and Grout
353 Use grout cleaner and a grout brush to remove mould and mildew Remove any build-up from the shower, the tub, around the sink, the toilet, and the ceramic tile floor Rinse all areas thoroughly Dry and polish with a dry cloth Date: Signature:
354 Discrepancy Report. Housekeeping / Front Desk Clerk #: Date: Room # Hskpng Front D Explanation Room # Hskpng Front D Explanation
355 Disposal of Found Articles Claimant Name Steet Address Telephone Number City Postal Code Date Article(s) Returned Picked Up Mailed Other Claimant’s Signature <<<Unclaimed Articles>>> Maximum storage time for lost articles is three months. No claims will be permitted after the date indicated below. Expiry Date of Claim Lost Article Report Date Found Room Number Location Found By Action Taken:
356 Key Card Control Date Key # Time Out Name Time In Name Witness
357 Public Area Checklist Date Housekeeper General Empty trash, reline, and spot clean waste receptacles Dust mop and wet mop hard floor surfaces Dust all surfaces (floor to shoulder height) Spot clean all entrance glass (twice per day if needed) Spot clean doors and walls (twice per day if needed) Disinfect phones Vacuum all carpeted areas Inspect area for defect and report to Maintenance and Housekeeping departments Checklist for Entrance & Lobby Area Carpet Vacuuming Picture frames on walls Wall & wall hangings Banisters Displays Window glazing Window sills Underneath furniture Furniture Clean inside elevator Elevator stainless steel door Stair railing Stairs/steps ATM machine Telephone stations Watering plants Planters/leaves Top surface of AC controls Denny’s window ledges Put out Wet Floor signs Cleaning & moping floors Lamps Heating unit tops Dust wooden areas of Front Desk Front Desk counter tops Dust top of computer, monitor, printer Computer stations Underneath vending machines Fireplace area and surface Handles and door knobs Vending machines Entrance Doors/Glazing Checklist for Meeting Rooms & Ballrooms Stairs/steps Stair railing Foyer area by ballroom Vacuum carpet Displays Furniture cleaning Doors Picture frames on walls Window glazing Handles and door knobs Planters Window ledges and screens Tables Telephones Decorative furniture Window blinds Checklist for Offices Empty trash Clean waste bins Tables Chairs Telephones Photocopy machine Fax machine Computers Vacuum carpets Window blinds Window glazing Window ledges Doors Knobs and locks Checklist for Public Washrooms Don’t forget to wear gloves Clean waste bins Empty trash Rim around bowl/toilet seat Toilet/Bowl/Tank Grab bars Tissue Holder Box/Surfaces Door and door knobs Baby change table Clean faucets Floor (clean & scrub) Paper towel holder box Sink (top & bottom) Dry rag to dry surfaces Urinals (top & bottom) Fill paper towel Towel bar Fill toilet tissue
358 Mirrors Wet mop the tiles floor Spray air freshener Check toilet amenities, especially in ladies washroom Comments: Public Area Inspection Checklist Date Housekeeper/Inspected By Room # Public Area Check List Item ; Item ; 1. General Empty trash, reline, and spot clean waste receptacles Spot clean doors and walls (twice per day if needed) Dust mop and wet mop hard floor surfaces Disinfect phones Dust all surfaces (floor to shoulder height) Vacuum all carpeted areas Spot clean all entrance glass (twice per day if needed) Inspect area for defect and report to Maintenance and Housekeeping departments 2. Entrance & Lobby Area Carpet Vacuuming Picture frames on walls Wall & wall hangings Banisters Displays Window glazing Window sills Underneath furniture Furniture Clean inside elevator Elevator stainless steel door Stair railing Stairs/steps ATM machine Telephone stations Watering plants Planters/leaves Top surface of AC controls Restaurant window ledges Put out Wet Floor signs Cleaning & moping floors Lamps Heating unit tops Dust wooden areas of Front Desk Front Desk counter tops Dust top of computer, monitor, printer Computer stations Underneath vending machines Fireplace area and surface Handles and door knobs Vending machines Entrance Doors/Glazing 3. Meetings and Washrooms
359 Stairs/steps Stair railing Foyer area by ballroom Vacuum carpet Displays Furniture cleaning Doors Picture frames on walls Window glazing Handles and door knobs Planters Window ledges and screens Tables Telephones Decorative furniture Window blinds Date: Housekeeper: Public Area Check List Item ; Item ; 4. Offices Empty trash Clean waste bins Tables Chairs Telephones Photocopy machine Fax machine Computers Vacuum carpets Window blinds Window glazing Window ledges Doors Knobs and locks 5. Public Washrooms Don’t forget to wear gloves Clean waste bins Empty trash Rim around bowl/toilet seat Toilet/Bowl/Tank Grab bars Tissue Holder Box/Surfaces Door and door knobs Baby change table Clean faucets Floor (clean & scrub) Paper towel holder box Sink (top & bottom) Dry rag to dry surfaces Urinals (top & bottom) Fill paper towel Towel bar Fill toilet tissue Mirrors Wet mop the tiles floor Spray air freshener Check toilet amenities, especially in ladies washroom Date: Housekeeper:
360 Room Attendant Daily Report Day / Date Name Maintenance Towels Other Notes Room Status TV light phone hvac toilet sink bath bed locks wall bath hand face Supplies Needed, Other Repairs, etc. Housekeeping Status Maintenance V Vacant Room Not Rented Last Night X Maintenance Required VC Room Vacant and Cleaned by Housekeeper Today 9 Condition OK OC Room Occupied & Cleaned. Room Cleaned by Housekeeper today. O See Notes NM S No Housekeeping Service. Room Not Cleaned by Housekeeper Today. B Room Blocked INSTRUCTIONS: Please inspect all items in room for condition, quantity and status. Mark each column with appropriate code. Note items not listed, needed supplies, or other information in column marked "Other". Station Key Assigned: #_____ Standard Time Required: _____________________ Returned (Initial) Supervisor: ______ Start Time: ___________ Stop Time: ____________ Returned (Initial) Employee: ______ Break Time: __________ Meal Time: ____________ Housekeepers Signature: _________________________________
House Keeping Department Budget Period 1 Period 2 Period 3 Period 4 Period 5 Period 6 Total Year Description January February March April May June 2009 Nr. of Days in Period 31 28 31 30 31 30 365 Room Revenue Expenses House Keeping Payroll Employee Meals Employee Benefits Povision for Operating Equipment
361 pgqpLinen Uniforms China, Glass & Silverwares Utenstil Other Expenses Guest Suppiles Amenities Guest Supplies Stationary Guest Supplies F & B Executive Lounge Cleaning & Chemical Supplies Laundry Linen Cleaning Sanitation
Cleaning Outside Printing & Stationary Telephone & Fax Courier & Postage Uniforms Laundry Travel & Entertainment Miscellaneous Total Expenses Total
362
363 Food and Beverage What is Food & Beverage? Food & Beverage literally means Food and Beverage (Drinks). What is Food & Beverage Service? It’s the means of serving Food made in the Kitchen and Drinks made in 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 Why Food & Beverage Service is required? We not only require Food and Beverage at home, but also for various Social and Business reasons outside our home: when we Work, Travel and for various other reasons and precisely that’s the main reason why the concept of providing Food & Beverage was born. There have been so many developments and improvements in various fields including Aviation, which has given an impetus to Traveling. Due to the changes in our lifestyles, because of our exposure to the rest of the world, as a result of improvements in communication technology like the Internet, Food & Beverage Service became more demanding as people are now more exposed and aware. To meet up with the expectations of different guests with different profiles there has been a tremendous rise in various types of Food and Beverage outlets with different concepts. Food & Beverage Outlets are divided in to the following categories:
364 1. Restaurants: Restaurants are places where Food & Drink is served. There are various types of Restaurants: ¾ All Day Dining Restaurants: They are sometimes called as Coffee Shops or Cafe in Hotels. They are usually big in size with many Covers, compared to 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. In between Breakfast, Lunch and Dinner they also serve all day Snacks Menu. Sometimes they also serve Supper and Midnight Menu. In some countries, they are open 24 hours (as per the licensing regulations of that country). They are also a good place to have only Coffee and Tea and light snacks. The service style in these Restaurants is casual or semi formal and sometimes called as American or Plated Service and is characterized by pre plated fast and friendly service. Most of the Hotels who offer Breakfast, offer in this Restaurant. If a Restaurant has Buffet for Breakfast, Lunch or Dinner than usually its in an All Day Dining Restaurant. The flow of guest is in large numbers and the turnover of guests in the restaurant is fast. The set up is simple and easy and they usually use placemats on table instead of table cloths and the menu includes items which are simple and yet popular. The staffing level is less and the skill level expected to work in this outlet is not much. The Average Check and Average Spend are less compared to other restaurants in the Hotel. Usually there is not much spacing between the tables so as to use the available space to the optimum level and also to give a lively feeling and atmosphere.
365 The music played is usually the popular ones and the volume levels are more than an average restaurant. ¾ 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 or Chef De Cuisine of this Outlet. They always have extensive Wine Lists. The Crockery, Cutlery, Glassware and Table Linen used are of very high quality. Much attention is given to the design and interiors of the outlet, which is very refined, polished and upscale. The Service style is very formal and sometimes Silver Service is used and the skill level of the staff is very high. The Pricing on the Menu being on the higher end, the Average Check and Average Spend is high. The turnover of the guest is less, as the average meal usually lasts from 1 to 3 hours. The layout of the restaurant is spread out, given good spacing between tables, to ensure privacy to guests and to offer specialized services like Gueridon and Cart/Trolley Service. It usually has a Lounge area for the guests to have pre dinner and after dinner drinks. It is mostly open for Lunch and Dinner and in some cases only for Dinner. The service style is personal and slow so as not to hurry up .They are basically for the guest to have a relaxed and refined dining experience.Reservations is highly recommended for this kind of Restaurants. Some of this restaurants offer specialized services like Gueridon Service, Cheese Trolley, and Liqueur Trolley Etc. The music played is very refined and sometimes have a live Pianist, Harpist etc playing. The music volume is kept at the lower and pleasant levels. The service is always plated and never a Buffet Style of Service is done. The Popular Michelin Star Restaurants of Europe to Five Diamond Restaurants of the United States to Hat Restaurants of Australia fall in this category.
366 ¾ Specialty Restaurants: These are Restaurants which usually have a type of National or Regional Character or Cuisine attached to them, for example: Italian Specialty Restaurant, Chinese Specialty Restaurant etc.In some Hotels they do also sometimes have Multi Cuisine Specialty Restaurant, which literally means that Restaurant serves cuisine from more than one country, or the dishes on the Menu at that Restaurant has Food Specialties from many different countries. Sometimes a Specialty Restaurant can be a Fine Dining Specialty Restaurant or an all day Dining Specialty Restaurant based on the way the Managers/Owners want to run it. Their emphasis is always on the type of Cuisine they serve. Their service style can range from casual to Semi Formal to Formal again based on the concept the Managers/Owners want and also can have a regional or national touch to their service style. For Example a Chinese Restaurant can be a Take away Chinese Restaurant with very informal service to a Fine Dining Chinese Restaurant where a large variety of specialized dishes are served in a very formal setting with the Service style used being National by the use of Chopsticks and the placing of bowls of dishes in the middle of the table for the guest to serve themselves. The Uniforms of the Staff and the décor and interiors of the restaurant reflect the theme and type of cuisine being served. The Music and Entertainment revolves around the type of Cuisine being served. 2. Lounge: Lounges can be found in different hotels. Their main purpose is to offer Food & Drinks in relaxed surroundings with comfortable and cozy seating in relaxed surroundings. There are many kinds of Lounges ranging from a Lounge in a Lobby, Cocktail Lounge, Cigar Lounge to Executive and Club Lounge in special Floors. Their operating hours usually range from 11 in the Morning to 11 in the Evening or until Midnight. But this again varies based on the type of Lounge it is, for example if it’s an Executive or Club Lounge its operation starts in the Morning with Breakfast and to all day snacks and Cocktails to Evening Drinks.
367 The type of food that is served is Snacks and light food, to cocktails and drinks but the main emphasis is Coffee and Tea. The Traditional Afternoon Tea is a best place to be served in Lounge. They are a great place for pre dinner and after dinner drinks. Sometimes Entertainment too is offered in this outlet in the evening in the form of Pianist or something similar. In some hotels, Lounges act as a backup for restaurants when they are closed and guest have have drinks and meal in the Lounge during that time. 3. Bar: 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. The main emphasis is on the sale and service of drinks. Guest’s frequent bar to have a drink on its own or to have a pre dinner and after dinner drinks. They are lively and social places. The seating style and layout varies depending on the type of bar it is. Licensing requirements and responsible service of Alcohol is an important consideration to these outlets. 4. Discotheque/Nightclub: They are outlets where Music and Entertainment takes priority with the Food & Drink. The operation is very fast and the guest numbers are large. Security is an important aspect in these operations. Music and entertainment can range from DJ to live bands playing. Theme nights are also an added attraction to these outlets. The type of food served is mostly the finger food type .Shooters are favorites in discotheques. Closing timings and safety of guests take priority in these operations 5.Room Service/In Room Dining: Room Service, also known as In Room Dining is one of the most important, though the most neglected section of Food & Beverage. It is the service of Food & Drink in Guest Rooms. Depending on the size and type of Hotel or Resort its functions vary. Traditionally its been said that room service acts only as an added service to the guest and not so much in to Revenue Generation. But the
368 perceptions have changed to some extent as people have realized its true potential. There are various ancillary services which In Room Dining performs, other than just serving food and drinks in the rooms. In most hotels Mini Bars are part of Room Service, whereas in some hotels its part of Housekeeping. Well, it’s an ongoing debate which I am going to cover in other sections in this book as to under which department it should actually be in. Room Service also takes care of pool side service of food and drinks in some hotels where there is no special staff assigned. They also sometimes take care of Executive Lounge/Club Lounge in special floors in coordination with Butlers. In Resorts this Section is called as In Room Dining instead of Room Service because they are responsible for creating a dining experience in the guest Villas/Rooms by offering special course by course delivery and service of Food in contrast to Room Service where all the food ordered is usually sent together ranging from Starter to Main Course to dessert. Other functions which In Room Dining section takes care of in Resorts is by organizing special set ups and events for guest. Speed and proper order taking is part of Good Room Service operations. 6. Meeting and Conference Rooms: Meeting and Conference rooms together with Ball Rooms come under the Banquets & Conference section. They are a great source of Revenue in Food & Beverage Department usually in Corporate and City Hotels. MICE (Meetings, Incentives, and Conferences & Exhibitions) can alone bring much revenue in some hotels in comparison to other outlets in Hotel. Meeting and conference rooms can range from small and simple Board rooms to big Conference and Convention Halls. Banquets and Conference Department takes care of this Department.
369 7. Ball Rooms: These are large Function Rooms which are primarily used for Functions and Weddings. The Staffing ration 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 Casual Staff. This Section is the most Dynamic section in Food & Beverage with the Conference Section, which is more physically demanding and creatively oriented. 8. Delicatessen: Delicatessen or Deli traditionally had been a place where fresh meat and other produce were available. Hotels nowadays have used this concept of having a Deli in their premises where guests can buy produce ranging from Freshly Baked Bread to Cold Meat to Fresh Salads to Cakes, Home Made Ice creams to light and healthy drinks. 9. Others: There are many other Food & Beverage outlets ranging from Fast Food Outlets to Food Courts to Snack Bars which are usually stand alone or in a shopping centre.
370 ¾ Attitude: Service Oriented and a right Positive attitude towards Guests and other Team Members. ¾ Hardwork: That is another very important thing in this industry. There is no shortcut to Hardwork in this industry. ¾ Friendliness: An outgoing, Cheerful and friendly disposition, both towards guests and other staff members. Cordial relations with other staff members and other departments ensure a smooth working environment. ¾ Appearance: Appearance in the form of being Well Groomed and neat is very important in creating the right impression to guests and other staff members. ¾ Courtesy: Good Manners and Courtesy is one of the very important characteristics when dealing with Guests and other staff members. ¾ Honesty: Honesty is very important as the staff on a daily basis has to deal with many guests and staff and valuables like Cash and Guest Property. ¾ Creativity: Food & Beverage Department has many areas where one can show their creative talents especially in Food, Cocktails, Functions, Weddings and Theme Nights. ¾ Initiative and Responsibility: Taking initiative and responsibility for the proper functioning of the department, especially to ensure proper guest service and to deal with during guest complaints. ¾ Commitment and Consistency: This quality is required to upkeep and maintains the standards in the department. ¾ Passion for and Pride in Job: One should love the job one is doing and should have a natural attitude to serve guest, irrespective of monetary gain. ¾ Ability to take orders and instructions from Superiors. ¾ Punctuality and Discipline.
Food and Beverage Organization Chart in a Large Hotel Director of Food & Beverage Food & Beverage Manager Secretary Restaurant Manager Fine Dining Restaurant Manager All Day Dining In Room Dining Manager Bar Manager Banquet Manager Director of Catering Sales Food & Beverage Marketing Manager Director of Food & Beverage Food & Beverage Manager Secretary Restaurant Manager Fine Dining Restaurant Manager All Day Dining In Room Dining Manager Bar Manager Banquet Manager Director of Catering Sales Food & Beverage Marketing Manager
371 Assistant Restaurant Manager Restaurant Supervisor Wait Staff Assistant Restaurant Manager Restaurant Supervisor Wait Staff Assistant In Room Dining Manager Supervisor Order Taker Assistant Bar Manager Supervisor Bartender Wait Staff Wait Staff Assistant Banquet Manager Supervisor Wait Staff Casual Staff Catering Sales Manager Catering Executives Marketing Executives Reservation Agents Assistant Restaurant Manager Restaurant Supervisor Wait Staff Assistant Restaurant Manager Restaurant Supervisor Wait Staff Assistant In Room Dining Manager Supervisor Order Taker Assistant Bar Manager Supervisor Bartender Wait Staff Wait Staff Assistant Banquet Manager Supervisor Wait Staff Casual Staff Catering Sales Manager Catering Executives Marketing Executives Reservation Agents
372 FOOD & BEVERAGE MANAGER Duties and Responsibilities • To ensure the prompt and efficient service of all meals, snacks, functions and beverages to the required standards. • To ensure that profit margins are maintained, agreed costs are not exceeded through effective control systems, including issuing against dockets, sales analysis, and menu costings and cash checks. • To ensure that restaurants and cloakrooms are clean and well maintained that table appointments, including flower arrangements are impeccable. • To ensure that waiters are always correctly and smartly dressed, that they offer professional and courteous service to their customers. • To ensure that bars and cloakrooms are clean and stocked with the stipulated requirements. • To ensure that barmen are well trained, correctly and smartly dressed and serve their customers in a professional and friendly manner. • To ensure that room service orders are executed promptly and that they comply with the required standards. • To ensure that room service staffs are correctly and smartly dressed and serve their customers in a professional and friendly manner. • To ensure the efficient running of the banqueting department and that all banqueting rooms, including cloakrooms, are clean and tidy. • To act as Duty Manager as required. • To ensure that consumable and non-consumable goods are ordered, correctly stored and issued to the various departments. • To ensure maximum security in all areas under your control and that staff are fully aware of the importance of key security. • To ensure that staffing levels are correct and to agreed standards and are not exceeded without prior consultation.
373 • To ensure that company and statutory hygiene standards are maintained in all areas. • To attend to customer complaints. • To take the necessary steps in the event of theft, burglary or fire. • To ensure that reports and administration requirements are timorously submitted. • To ensure that the Back of the House Department operates effectively and efficiently. • To hold regular performance appraisals with all management staff, identifying areas for development and training needs, and ensuring that this training is affected. • To ensure that fair discipline is effected. • To ensure that the causes of staff grievances are investigated and the appropriate action taken. • To ensure that fire and evacuation drills are held regularly. • To ensure that bands and musicians are available when required. • To be fully conversant with all statutory requirements regarding a food and beverage operation that all licenses, including special licences, are timorously applied for and that the conditions affecting the issues of a liquor licence are not jeopardised. • To ensure that regular stock takes are conducted. • To prepare and submit on the required format all information necessary for budgeting purposes, timorously and accurately. • To ensure that an effective table reservation system is in operation. • To circulate throughout all restaurants, bars and banqueting departments, maintaining a high profile with customers and staff. • To hold regular staff meetings.
374 • To be fully aware of trends in the industry and make suggestions for improvement of the catering operation. • To attend meetings as required. • To carry out or ensure that regular On-the-Job Training is taking place to agreed standards. • To ensure that the most suitably qualified person is appointed in the event of a vacancy — wherever possible this should be an internal promotion. RESTAURANT MANAGER Duties and Responsibilities To ensure maximum security in all areas under your control. • To liaise with customers regarding special functions. • To ensure that table appointments, including flower arrangements, are impeccable and that tables are set correctly. • To ensure that stations have their correct mise-en-place. • To ensure that faults and defects are reported to Maintenance and actioned without delay. • to maintain high standards of morale and personal appearance of all staff. • To ensure fair and equitable discipline, yet complying with house or company regulations. • To investigate and action the causes of staff grievances. • To be aware of all statutory regulations affecting safety and ensure that any safety hazard is rectified. • To ensure that all stocks and supplies are requested, correct stock levels maintained and stored under optimum conditions. • To ensure regular stocktaking of all operating equipment at specified intervals. • To ensure that operating equipment is used properly and not abused, e.g. serviettes and waiters' cloths used for cleaning.
375 • To ensure effective communication by attending meetings as required and holding staff meetings on a regular basis to impart information. • To hold regular On-the-Job training sessions to ensure that staff can perform their duties correctly. • To administer tronc in a fair and equitable manner. • To give feedback on guest letters and comments. • To maintain a high degree of interest in self-development, displaying this by making suggestions for realistic improvements. ROOM SERVICE MANAGER Duties and Responsibilities To ensure that the budgeted profit of the department is maintained, analyze financial results and take the appropriate action in areas of poor performance. • To ensure that orders are taken correctly, courteously and actioned without delay. • To ensure that trays and trolleys are correctly and attractively laid up. • To ensure sufficient mise-en-place to facilitate fast expedition of orders, particularly during peak periods. • To prepare duty rosters and ensure that correct manning levels are maintained and work is evenly distributed. • To ensure that staff is clean, correctly and smartly dressed at all times. • To be totally familiar with daily functions and ensure that all necessary arrangements are made: - Normal furniture removed when necessary. - Special cleaning arrangements. - All necessary equipment in position, i.e. tables, chairs, portable bains-marie, hot plates, etc. - Correct table setting and appointments.
376 • To ensure that only well-trained and experienced staff are on duty at functions. • To ensure that all used equipment is returned to its correct storage place, once the function is over. • To ensure that trays and trolleys are removed from corridors, etc. • To ensure that all floor service kitchens and the equipment therein are properly cleaned and that hygiene standards comply with statutory and company standards. • To ensure that any faults or defects are reported to the Maintenance Manager and actioned promptly. • To ensure maximum security of all areas under your control, paying particular attention to valuable assets, e.g. silverware. • To ensure that the service of all meals, snacks and beverages is impeccable and in keeping with the required standards of the establishment. • To ensure that cash or a signed bill is received for each order despatched. • To ensure that cashing-up procedures are strictly adhered to. • To ensure that all administrative procedures, including salary variations, are completed correctly and submitted timorously. • To ensure that attendance registers are completed daily and in accordance with statutory requirements. • To ensure that all stocks and supplies are timorously requested, correct stock levels maintained and stock stored under optimum conditions. • To ensure regular stocktaking of all commodities and operating equipment at specified intervals. • To ensure that operating equipment is used properly and not abused. • To be aware of all statutory regulations affecting safety and ensure that any safety hazard is rectified. • To ensure fair and equitable discipline is effected.
377 • To investigate and action the causes of staff grievances. • To ensure effective communications by attending meetings as required and holding regular departmental meetings to impart information. • To hold regular on-the-job training and coaching sessions to ensure that staff can perform their duties correctly. • To ensure that VIP's are timorously identified and that their presence is known to all staff. • To maintain a daily report of events and complaints, also noting what action was taken. • To ensure that all staff are security conscious and report any strangers to security immediately (prostitution, etc). • To administer tronc in a fair and equitable manner. • To hold regular performance appraisals, identify areas for development and training, and ensure that this training is carried out. • To prepare, on the required format, all information necessary for budgeting purposes. BANQUETING MANAGER Duties and Responsibilities To ensure that the agreed budgeted targets are achieved or bettered. • To ensure that the food and liquor costs are maintained at their agreed levels and that the correct profit margins are achieved. • To ensure a prompt, courteous response and follow up to all enquiries. • To ensure that once a booking is confirmed, all details and requirements are noted, using a check list, so that nothing is forgotten, e.g.: - Number of covers - Where to assemble - Where to serve - Details of menu - Plan of tables - List of guests
378 - Drinks, aperitifs, wines, liqueurs, spirits, and whether per-ordered or cash, cigars, cigarettes - Entertainment • To liaise or ensure liaison with the client a few days before the function to confirm exact numbers, in turn informing the appropriate departmental heads. • To ensure that bands, discos, or entertainments have been booked as directed. • To ensure that duty rosters are compiled, making certain that adequate numbers of experienced permanent and casual waiting staff will be on duty. • To check the function room, ante rooms and cloakrooms for cleanliness before guests arrive, table layout and stipulated specific requirements to enable shortcomings to be rectified. • To greet the host and circulate during the course of the function to ensure availability in the event of a problem or complaint. • To ensure that the accounts department receives accurate information to enable it to correctly bill the client. • To ensure that all staff is correctly and smartly dressed at all times. • To ensure effective briefing of waiting staff before the function commences. • To ensure that bar and waiting staff know the limit of open bars and that this is not exceeded. • To ensure that the service of food and drink is courteous and professional. • To ensure that tables are correctly set and that table appointments, including flower arrangements, are impeccable. • To ensure that surplus equipment is removed once the function is over and returned to its correct storage place. • To check equipment against the function checklist to ensure that no items have been misappropriated or mislaid. • To check equipment regularly against the inventory to ensure minimum losses. • To ensure maximum security of all areas under your control, paying particular attention to valuable assets, e.g. silverware.
379 • To ensure that all items are used for their correct purpose and not abused, e.g. knives used as screwdrivers, table-cloths or napkins used for cleaning. • To give feedback on guest letters and comments. • To ensure that attendance registers are completed daily in accordance with statutory procedures and that any anomalies are reported to the Personnel Department. • To carry out or ensure that regular On-the-Job Training is carried out to enable staff to perform their duties correctly. • To prepare and submit on the required format all information necessary for budgeting purposes, timorously and accurately. Bar Manager Duties and Responsibilities • Responsible for achieving his goals, objectives, budget revenue, average check and number of covers. • Responsible for attaining the budget revenue, the overall supervision of staff, the cover count per month • Entertaining regular guest (full invitation or birthday cake or special drink etc). • Maintaining a DATA BASE system, updated all times with full information pertaining to his regular guest i.e. Name address, phone number, date of birthday, anniversary. • Imparts training through pre-meal classes • Responsible for food promotions held in his outlet (printing of beverage list, staff uniform, music & entertainment with concerned person in charge). • Maintenance of his outlet (daily, monthly, annual). • Decoration pertaining to his outlet and updating with new ideas.
380 • Attending weekly F&B meetings, highlighting & giving briefing on his operation. • Scheduling his staff: a plan to be submitted in January every year for annual vacation which doesn’t affect his outlet’s operation • In charge of the linen stock received for outlet and controlling staff missuse. • Inspects Bars area to ensure that it is clean and tidy • Complies the Bar log book, recording guest complaints, revenue covers and other appropriate details • Follows all internal F & B Polices and procedure standards • Follows up with F & B Training Manager on training Bars staff on cocktail preparation • Maintains work attendance records for payroll purposes • Inspects staff to ensure they are in proper uniform, well groomed and clean • Provides cooperation with the head bartender and bartender direct supervision and control of the service in Bars • Satisfies guest complaints • Supervise and assists with service or preparation • Maintain effective & appropriate liaison with clients whilst on property for Site. • Provide creative methods for improving customer service • Knowledge of all Bars Standards, quality presentation, service and products and local health and sanitation standards. • Knowledge of Beverage (spirit and wine) • Displays proper and safe use of all equipment • Knowledge of marketing plan, competition, promotional concepts, F&B costs and controls.
381 • Responds appropriately to guest needs during hours of operation • Ability to analyze financial information and prepare budge and outlet goals • Ability to assess quality control and adherence to service standards • Ability to clearly define productivity standards with quality requirements and methods needed to obtain them. • Knowledge of and implementation of laws relating to truth in liquor liability, local health and sanitation standards and contract law. Food and Beverage Supervisor Duties and Responsibilities • Responsible for maintaining service standards in accordance with established policies and procedures. • Responsible for ensuring that the guest receives the highest possible level of service to maintain overall satisfaction on a consistent basis. • Responsible for maintaining proper inventory and maintenance of equipment and operating supplies. • Responsible for maintaining cleanliness and organisation of operating and storage areas. • Responsible for initiating and implementing operating standards designed to improve department’s performance. • Responsible for co ordination with the kitchen on a continuous basis regarding the menu, where in the changes and additions if any to be introduced and explained to the staff with emphasis on suggestive selling. • To monitor and take corrective action to reduce waste, misuse, breakage of chinaware and glassware and misuse of linen. • To be thoroughly familiar with the outlet menu, beverages, wine list and prices.
382 • To keep the managers informed of all issues of interest relating to the department which they should be aware of. • Responsible to check staff grooming and punctuality. • To conduct on the job training session as per SOP. Bartender Duties and Responsibilities • When coming on duty he reports to the Outlet Manager. • He will do the side work assigned to him, as outlined in the weekly schedule. • Ensures that menus/beverage lists are clean and in good order • His duties include keeping the service stands clear and clean at all times. • Takes guest beverage order • Prepares drinks and offers to guest or assigns task to bar waiter during rush hour • Assists as required with the actual service of food & beverage. • To check the appearance and grooming of the bar staff as well as uniform • To check the cleanliness of the back area and stores • To have a high standard of beverage knowledge such as liquors, cocktails and other alcoholic beverage • Greets guests in a friendly and courteous manner at the entrance of the Bar and ascertain their seating requirements • Seats guests courteously and in a manner to satisfy their requirements (window – non smoking)
383 • Exhibits personal attitude, appearance, in a manner, which will enhance the guests experience and satisfaction. • Practices team work with his fellow workers • Intercedes between guests and staff when a difference of opinion arises. All problems which he is unable to handle must be report to the Bar Manager • Keeps himself informed about the activities of the competition so that during the review of the current beverage list takes place the Bar position could be better assessed • Responsible for the setting up and preparation of his station • To be aware of the bar security and know how to deal with drunk guests • When the guest leaves the Bar he will personally extend his thanks to the guest for his patronage and express the hope of seeing him again soon • Verbally informs the guests of Hotel activities in the other outlets • Learns the hotel’s fire and safety procedures and how to operate the restaurants fire fighting equipment. • Attends training sessions and briefings. • Learns the facilities of the hotel and the daily events and functions in order to satisfy guest inquiries and briefings WAITER / WAITRESS Duties and Responsibilities To clean agreed designated areas, in accordance with laid-down procedures, morning/evening routines and hygiene requirements. • To change table linen as required and ensure dirty or damaged linen is counted and exchanged for clean, usable items.
384 • To clean and refill cruet and condiment sets, order branded sauces and chutneys to ensure consistent supply. • To ensure that flowers and table decorations are fresh and comply with agreed standards. • To set tables to laid-down standards, ensuring that all items used are clean, undamaged and in a good state of repair. • To ensure sideboards on stations are adequately stocked with replacement cutlery, linen or other established needs, be they food or equipment. • To prepare salads, sandwiches, cheese boards and coffee to laid-down standards, when this is an agreed duty of the establishment. • To take orders from customers and ensure these are given to the appropriate person to execute. • To be totally familiar with the composition of all menu items. • To serve food and beverages in accordance with laid-down standards, but above all in a professional, courteous manner. • To clean tables and ensure they are cleaned as soon as it is apparent that customers have finished their food or drink with an acceptable balance between speed, yet allowing customers to finish their meal without feeling rushed. • To ensure that customers are correctly charged, present the bill and take payment from the customer, in accordance with the procedures of the establishment. • At all times to be aware of and practise good customer relations, assisting the guest in any way which does not adversely affect other customers. • To attend to customer complaints satisfactorily. • To report any suspicious packages or parcels to management without delay. • To take part in any fire or evacuation drills and ensure complete familiarisation with all exits, including those normally used by customers, as well as fire escapes. • To carry out on-the-job training to ensure subordinate staff can carry out their duties effectively.
385 • To be continually aware of, and maintain, the highest standards of personal hygiene and dress. • To ensure that any subordinate staff adhere to, and maintain, the highest possible standards of personal hygiene and dress. • To attend meetings and training courses as required. • To take part in fire drills and evacuation drills at required intervals.
386 Types of Service There are many methods that can be used to get the food from the kitchen to the Guest. The type of service style that is used should be based on what the guest want and need and then the best available method used to provide it for them. Sometimes combinations of different service styles are used in an outlet. There are various factors that have an effect on the type of service that is being offered. They are: ¾ The Type of Menu Offered ¾ The Type of Guest being catered for ¾ The Type of Outlet ¾ The way in which the food is prepared ¾ The Skill level of the staff All this types of service are called by different names in different countries. There is some confusion in the use of terms for certain service methods. Below listed are the most commonly used service styles: 1. Table Service: The guests are seated at a table from where their orders are taken and the food brought by the serving staff. It is further divided in to the following categories: ¾ Silver Service: The food is served on to a guest’s plate at the table by the serving staff from a tray or dish, using serving utensils. In France and in some countries it’s also referred to as French Service. Mostly used in Fine Dining Restaurants. Sometimes also referred to as Platter Service. ¾ Plated Service: Also sometimes referred to as American Service. The service staff brings the ordered food already dished-up on to a plate, and places it in front of the guest. Mostly used in all day dining restaurants. ¾ Family Service: The food is placed on the table in several serving dishes, from which the guests help themselves. Mostly used in Asian restaurants like Chinese Etc. ¾ Butler Service: Similar to the Family Service mentioned above in which servers bring all food to the table on serving platters or in serving bowls. They present the food to the
387 Host and their guest and then the food is left on the table, for the guests to serve themselves. Not much used now days. ¾ Russian Service: This is similar to Silver Service .Dishes of food are presented to the guests, then portioned in the Kitchen or on a side table and brought to the table plated. Sometimes used in Gourmet restaurants where a large or whole joint of cooked meat is presented to the guests at the table and then taken back to kitchen, portioned in individual plates and served. ¾ Gueridon or Cart Service: The service staff serves the food on to the plates from a side table or trolley, which may be placed next to the Guests table. The Service staff may show off some skill in carving, cooking a part of the meal or Flambéing. Also known as French Service in The United States. 2. Other forms of Service: ¾ Tray Service: The food and drink is brought to the guest in their room, in a hospital bed, by the swimming pool etc on a tray with the required Crockery, Cutlery, Glassware and Napkins etc. ¾ Trolley service: Is the service of Food and Drink in a guest room or in any other place by using trolleys. ¾ Buffet Service: The food is displayed on counters or tables and guest help themselves to as many of the items and as much food as they want. In some forms of Buffet Service staffs stand behind the buffet counter/Table and serve whatever is chosen by the guest. A combination of self service and assisted service is common, with self service for salads and Desserts and assisted service for Main Course items. ¾ Counter Service: The guests collect their own food from a counter or table and take it to a dining area. ¾ Carvery Service: The joints of meat are carved at a counter when the guests have made their choice.
388 Standard Phrases in Food and Beverage These are some of the phrases to be used in Food & Beverage Department so as to have consistency amongst all the staff and to maintain and project Standards. Welcoming Guest: ¾ Good Morning/Afternoon/Evening, Welcome to the Restaurant(Name of the Restaurant/Outlet) ¾ Are you holding any Reservation/Do you have a reservation, Sir/Madam? ¾ Could you please tell under whose name the reservation is made? ¾ Mr/Mrs. Roger let me show you through to your table. Farewell: ¾ Thank you for dining with us. ¾ We hope you have enjoyed your Lunch/Dinner/Meal. ¾ Hope to see you again. ¾ Have a nice day/Good Night. Restaurant Reservations/On Telephone: ¾ Good Morning/Afternoon/Evening Orchid Restaurant, Santosh Speaking, How may I assist you? ¾ What day is the Reservation for Mr. Name/Sir/Madam? ¾ What time is the Booking for? ¾ For how many guests is the Reservation for? ¾ Under whose name is the Reservation for? ¾ Is there any special occasion? ¾ (Repeat the Reservation to the Guest) ¾ Thank you for your Reservation Mr/Ms.Li, we look forward to seeing you. ¾ Have a Nice Day/Evening. Other Phrases used in Food and Beverage: ¾ Are you ready for your Order Sir/Madam/Have you made your choice Sir/Madam? ¾ May I repeat your order, please? ¾ Good Morning/Evening, My Name is Santosh and I will be taking care of your Table this evening? ¾ May I suggest you our Chefs Special for Today? ¾ Enjoy your Meal/Name of the Dish/Dessert Etc.
389 Food and Beverage Checklists Check list is a generic term and there can be different types of them. One is to let staff know what they are supposed to do or those for the managers to cross check that everything is done. Different hotels follow different types of checklists. There are different types of checklists, which I have listed below and you can use anything which meets your requirements. Certain modifications have to be done to personalize them to your establishments. Checklists are usually divided in to different outlets like Restaurants, Bars, In Room Dining and Banquets which are subdivided in to either Opening and Closing per outlet or per shift or per staff member. Let’s explore each of the above in detail. There are other types of Checklist like Hand over checklists, Managers checklist etc. There can also be handover checklist between two shifts. Checklist Types Other Per Outlet Per Shift Per Staff Handover Checklist Restaurant Opening Restaurant Closing Breakfast Opening Breakfast Closing Waiter opening Waiter Closing Supervisors Checklist Bar Opening Bar Closing Lunch Opening Lunch Closing Bartender Opening Bartender Closing IRD Waiter Opening IRD Waiter Closing Dinner Opening Dinner Closing In Room Dining Opening In Room Dining Closing Managers Checklist