Food and Beverage Profit and Loss Statement Classification Actual % Year to Date % Last Year Variance Gross Sales Food Beverage Total Sales Cost of Sales CostofSalesFood
530 Cost of Sales-Food Cost of Sales-Beverage Total Food and Beverage Cost of Sales Payroll and Related Expenses Salaries Benefits: Vacation Pay Benefits: Other Total Payroll Expenses Other Expenses Crockery and Cutlery Cleaning Supplies Decorations Kitchen Fuel ,Gas
Guest Supplies Linen & Laundry Menus & Drinks List Music & Entertainment Printing and Stationary Uniforms Operating Supplies Miscellaneous Kitchen Utensils and Appliances Glassware Un distributed Expenses Total Other Expenses Profit/Loss
531 Profit/Loss
Beverage Daily Inventory Sheet Date: Opening Bartender: Outlet: Closing Bartender: Bin Number Item Par Stock Opening Stock Closing Stock Actual Consumption Micros Slips Consumption as per Micros Variance Sparkling Wines 101 Graham Beck 102Martini&Rossi
532 102 Martini & Rossi 103 Henkel Trocken 104 Sea view Brut 105 Marquis De Jon cry Brut 106 Champagnes 110 Moet et Chandon 111 Taittinger Brut 112 Veuve Clicquot 113 Lanson Black Label
Monthly Beverage Inventory Sheet Monday Tuesday Wednesday Thursday Friday Saturday Sunday Lagoon Bar B I N M A X M I N B E G ADD T RS F C L OS E B E G ADD T RS F C L OS E B E G ADD T RS F C L O S E B E G ADD T RS F C L OS E B E G ADD T RS F C L OS E B E G ADD T RS F C L OS E B E G A D D T R S F C L O S E Whisky J w Red Label J w Black Label Famous Grouse Dewars
533 Beg: Beginning Inventory Add: Additions/Requisitions Trsf: Transfers Close: Closing Inventory Dewars Ballentines Glenfiddich Talisker Cognac Remy Martin Hennessy Martell
Food and Beverage Monthly Operation Equipment Inventory NO Description Unit Unit Price Opening Inventory Receiving Breakage Closing Inventory Required Stock Qty Amount Qty Price Amount Qty Amt Qty Amount Qty Amount Glassware 1 Beer Glass 2 Brandy Snifter 3 Hiball 4 Juice Glass
534 J5 Liquer Glass 6 Red Wine 7 White Wine 8 Margarita 9 Water Goblet 10 Old Fashioned 11 Shot 12 Cocktail
Par Stock Listing DATE: Library Bar Lounge Bar Club bar Scotchparissuescountdifferenceparissuescountdiffparissuescountdiff
535 Scotch par issues count difference par issues count diff par issues count diff J & B Jameson Ballentines Dewars Johnnie Walker Red Johnnie Walker Black Glenlivet Talisker
Room Service Order Takers Summary Date: _______________ Shift: ____________ Order Taker: ____________ Supervisor: ________ Room No Time In Pax Order Time Out Waiter Clearance Time Remarks
536
Daily Outlet Station Plan Date: __________________ Day: ____________________ Breakfast Lunch Dinner Hostess: _________________ _____________________ _______________ Front Station: _________________ _____________________ _______________
537 Station 4/5: _________________ _____________________ _______________ Back Station: _________________ _____________________ _______________ Coffee/Tea Runner: _________________ _____________________ _______________ Station Runner: _________________ _____________________ _______________ Buffet Runner: _________________ _____________________ _______________ Remarks: _________________________________________________________________________________________
Beverage Pick Up Chart Item Method Description Garnish Glass Décor Time Soft Drinks & Juices Coca Cola/Pepsi Btl Lime Slice Highball 30 Seconds Diet Coke/Pepsi Btl Lime Slice Highball 30 Seconds Sprite Btl Lime Slice Highball 30 Seconds Fanta Btl Lime Slice Highball 30 Seconds Tonic Btl Lime Slice Highball 30 Seconds Soda Btl Lime Slice Highball 30 Seconds
538 gGinger Ale Btl Lime Slice Highball 30 Seconds Perrier Btl Lime Slice Highball 30 Seconds San Pellegrino Btl Lime Slice Highball 30 Seconds Iced Tea Btl Fill Glass full of ice Lime Slice Highball 30 Seconds Top it up with hot tea Beer Asahi Btl Budweiser Btl Corona Btl
Promotions Matrix/Calender/Schedule Department: Food & Beverage Month/Year: July 2008 Outlet January February March April May June July August September October November December Trattoria New Year Eve & Day Set Menus 14 February Valentines Day special Set Menus New ala Carte Menu Easter Buffet & Set Menus Corporate Week Menus Secretaries Week Menus Regional Dinners Set Menu- Tuscany New Ala Carte Menu Chef Special Italian Menu Created by Head Chef Who “Italian Journey” 1 for 1 super Pasta Promotion Regional Dinner set Menu Sardinia Festive Christmas and New Year Menus and Buffet Grand Cafe New Year Eve & Day Set Menus 14 February Valentines Day special 1 for 1 great sale Mothers Day Hi Tea Menu Guest Chef Promotion Asian Food Festival Festive Christmas and New
539 ypSet Menu Year Menus and Buffet Golden Dragon Sale of Chinese New Year Goodies,BBQ Pork Pre Chinese New Year and Chinese New Year Menus New Alacarte and Set Lunch Menu Fathers Day Menu Shellfish Promotio Mooncake Festival Mooncake Festival Rice Dumplings Promotion Abalone Promotion Festive Christmas and New Year Menus and Buffet Wasabi New Year Eve & Day Set Menus 14 February Valentines Day special Set Menu Crab Promotion- Nabe, Tempura, sashimi New Ala Carte Menu Modern Sushi and Tempura Promotion Festive Christmas and New Year Menus and Buffet Club Bar 14 February Valentines Day special Set Menu Halloween Promotion
Pre Opening Food & Beverage Department Checklist No Activity Responsible Deadline 1 Develop the Checklist chart as per your organization. 2 Market Research: Competitors, Menus, Pricing 3 Plan the organization chart for the department 4 Formulate Job Descriptions for all the positions
540 5 Formulate Job Specifications for each role and send it across to HR if it’s a large hotel 6 Prepare Menus 7 Set Prices 8 Examine Control Procedures 9 Decide the Hours of operations for different Outlets 10 Formulate the Standard Operating Procedures for the Department 11 Formulate Wine Lists 12 Formulate Drinks List 13 Formulate Cocktail List 14 Make a floor plan for all the outlets 15 Identify the FF & E requirements for all the outlets
16 Identify the OS & E requirements for all the outlets 17 Check the linen requirements for all the outlets 18 Check the uniforms for the staff and their trials 19 Interview Management Staff and Supervisors 20 Interview Line Staff 21 Select staff and send offers 22 Staff induction 23 Identify suppliers for Crockery, Cutlery and Glassware 24 Identify Beverage Suppliers 25 Identify and order for Furniture Suppliers 26 Organize the Banquet Department 27 Organize Training and Training Plan for all the Staff
541 28 Beverage Store design 29 Trial Buffet set ups for Breakfast, Lunch & Dinner 30 Menu Tasting 31 Set up the Point of Sale systems 32 Formulate the Float Procedures 33 Check with the Coffee Suppliers 34 Formulate the Cashiering Procedures 35 Trial Pictures for Restaurants & Bars 36 Do sample set up pictures 37 Prepare the snag list 38 Signage’s for the Restaurants & Bars
39 Restaurant Reservation Procedure 40 Comment card 41 Plating Guide 42 Formulate the purchase list 43 Formulate the forms 44 Establish Printing & Stationary requirements 45 Set up par levels for all the items 46 Formulate the store requisition procedures 47 Formulate the inventory procedures 48 Labeling of shelving 49 Food & Beverage Notice Boards 50 Set up telephones and credit card machines
542 51 Banquet pricing and packages 52 Draught machine 53 Menu costing 54 Side Station arrangements 55 Draw up the budget 56 Create a suppliers database 57 Examine the design of the offices 58 Develop training schedules 59 Establish Linen Pick up and Drop Procedures 61 Establish Breakage Policy 62 Establish Disciplinary Procedures
63 Establish Employee Rewards and Recognition Systems 64 Establish Department Meeting and Briefing Procedures 65 Cocktail making Training 66 Review Entertainment Policy for the department 67 Finalise Music for the Outlets 68 Review Installation of all Capital Equipment in the Department 69 Finalise Newspapers and Magazines for the Department 70 Review Service Procedures/Sequence of Service 71 Establish Service Flow Procedure for all outlets 72 Establish Opening and Closing Procedures for all Outlets 72 Establish Checklists for all outlets 74 Establish Cleaning and Maintenance procedure
543 75 Establish Room Service operations and Clearance Procedure 76 Establish Banquet Set ups. 77 Establish Requisition Procedures 78 Trial/Dry Runs 79 Food and Beverage Department open to Guests
Standard Operating Procedures/Task Breakdown TASK 01: How to answer the telephone correctly • Answer within “three” rings, as more than three rings simply implies to our guests that we do not need their business or we do not want to help them. • Smile on the telephone. It is amazing how the guest can feel the difference - and you too! • Use the guest’s name if possible, especially if the guest calls from their room and their name shows on the telephone screen. There is no excuse to miss a chance to recognize the guest. • When necessary ask the guest, “May I place you on hold, please?” You never know who is calling and from which country the person is calling. It should be left up to the discretion of the caller to decide whether or not they want to be put on hold. •NevereverscreencallsasthiscanbeperceivedasaveryimpolitegestureonyourpartItcouldappearasthoughyouaretellingtheguestthatthepersontheyarerequestingdoesnotwantto
544 • Never ever screen calls, as this can be perceived as a very impolite gesture on your part. It could appear as though you are telling the guest that the person they are requesting does not want to speak to them. • Eliminate call transfers whenever possible. You “own” the call and you have to provide for the guest’s satisfaction. Do not pass this task on to someone else. • In case the guest you are trying to locate cannot be found, ask if the caller would like to call back at a later stage or if you could take a message • Adhere to voice mail standards. • You should speak with a clear voice using good intonation. Be polite at all times.
TASK 02: How to take a restaurant reservation by telephone Ask the guest for the following information: • Name of the caller: “May I kindly have your name, Sir/Madam?” • The exact date for the reservation. • The exact time for the reservation. • Number of guests attending. • Contact telephone number. Is it a special celebration such as a birthday or anniversary? If this is the case, ask if you can offer a cake (clarify specific flavor and other preferences). For any further special request please adhere to your departmental procedure and inform the guest if any extra charges occur. • Repeat all the information you have collected from the guest, just to make sure that nothing has been missed, forgotten or
545 mistakenly noted down. • Thank the guest for having chosen the XXX restaurant • At the End the conversation with, “We look forward to having you with us tonight/on the ….” TASK 03: How to take a reservation directly from a guest A Give the guest a warm welcome and use the guest’s name if and when possible. • Always keep eye contact with the guest. • Always smile at the guest and give the impression that their reservation is the most important thing you have ever dealt with. B Ask the guest for the following information: • Name of the guest if not known: “May I kindly have your name, Sir/Madam?”
• The exact date for the reservation. • The exact time for the reservation. • Number of guests attending. • Contact telephone number. Is it a special celebration such as a birthday or anniversary? If this is the case, ask if you can offer a cake (clarify specific flavor and other preferences). For any other special request please adhere to your departmental procedure and inform the guest if any extra charges occur. • Repeat all the information you have collected from the guest, just to make sure that nothing has been missed, forgotten or mistakenly noted down. • Thank the guest for having chosen the XXX restaurant at the Santosh Koripella Hotel. • End the conversation with, “We look forward to having you with us tonight/on the ….” T04Hidifidi
546 TASK 04: How to provide information regarding your restaurant • You must know about all the events that are taking place in your restaurant: Special promotions, special dishes, menus, prices, timings, entertainment etc… Information is part of your uniform. The more you know the more professional you appear. • Only give out information if you are 1000% sure of your answer. Never mislead your guest as wrong information can have a disastrous effect on your individual professionalism and on the guest’s image of our hotel. • You might not have the answer to a few details such as group rates, seasonal room rates etc… Simply acknowledge the fact and ask the guest if they will allow you to find out the correct information: “I do not know the exact answer to your question Sir/Madam, but if you allow me 10 minutes, I will make enquiries and come back to you”. If the guest is calling by telephone, ask for their contact number so you can call back. • Some information such as figures, occupancy, or revenue is classified as confidential. We are not allowed to disclose confidential material. Displaying tactfulness, avoid giving a specific answer to the guest, for example, “How high is your occupancy rate?” Answer: “Throughout the year we run an average 90% occupancy rate”.
Task 05: How to provide information regarding hotel facilities • You must know about all the events that are taking place in your hotel: • Special promotions, major activities, general concepts of the different restaurants, prices, timings, entertainment, room rates for the different seasons etc… Information is part of your uniform. The more you know the more professional you appear. • Always recommend own hotel facilities as being the best option available in town. • Only give out information if you are 1000% sure of your answer. Never mislead your guest as wrong information can have a disastrous effect on your individual professionalism and on the guest’s image of our hotel. • You might not have an answer to a few details such as group rates, seasonal room rates etc… Simply acknowledge the fact and ask the guest if they will allow you to find out the correct information: “I do not know the exact answer to your question Sir/Madam, but if you allow me 10 minutes, I will make enquiries and come back to you”. If the guest is calling by
547 telephone, ask for their contact number so you can call back. • Some information such as figures, occupancy, and revenue is classified as confidential. We are not allowed to disclose confidential material. Displaying tactfulness, avoid giving a specific answer to the guest, for example, “How high is your occupancy rate?” Answer: “Throughout the year we run an average 90% occupancy rate”. Task 06: How to provide information on off-sight locations • Be knowledgeable about the general off-site environment: Sightseeing, special places to visit, museums, restaurants (always up-sell in-house restaurants & facilities). • Give a fair and personal comment about the described place. • Comment if you have visited it personally or if you heard from another guest or friend about it. • If it is a restaurant try to give two or more options and leave the choice to the guest.
• Ask if you can assist the guest in making any reservations, obtaining tickets etc… • For any general information in the city/country you can always refer to the concierge desk at the reception where brochures and leaflets on all off-site activities are available. Task 07: How to greet a guest in an outlet (Name known/Name unknown) Recognition is one of the most important things our guests tell us they are looking for in our hotels. This is the best compliment you can make to your guest. Name known: With a big smile and feeling of genuine welcome and care: • “Good morning/Good afternoon/Good evening, Mr. /Mrs. XXXX” Name unknown: With a big smile and feeling of genuine welcome and care:
548 ggg• “Good morning/Good afternoon/Good evening, Sir/Madam”. Task 08: How to greet a guest in corridors (Name known/Name unknown) Name known: With a big smile and feeling of genuine welcome and care: • “Good morning/Good afternoon/Good evening Mr. /Mrs. XXXX” Try to personalize your greeting, for example, “How was your dinner in the XXX Restaurant yesterday?” Name unknown: With a big smile and feeling of genuine welcome and care:
“Good morning/Good afternoon/Good evening, Sir/Madam”. Task 09: How to take a guest’s coat or bag for safe keeping In the restaurant, the area where coats are hung must be visible. For bags, the hostess desk is the most suitable place (cupboard or drawer with a key is advisable). • Politely ask the guest if you can take care of their coat or bag. • Mention that we have a special place (briefly explain its location) where we keep coats etc… • If the guest agrees, then carefully take the coat or bag from the guest’s seat to the designated area, always trying to keep the object visible whilst handling it. • When the group/guest wants to leave, they will ask you for their coat/bag. Always keep in mind, however, that the guest might leave the premises forgetting to collect their property. It is your duty to ensure that this does not happen. In case it is forgotten,keepanattentiveeyeoutforwhenthegroup/guestisreadytoleave,andjustremindthempolitely.
549 forgotten, keep an attentive eye out for when the group/guest is ready to leave, and just remind them politely. Task 10: How to escort and seat a guest at a table From the door to the table: • Lead the guest by walking in front. • Escort the guest to their table using the easiest route. Try to guide them past the buffet, as these valuable few moments will give you an extra opportunity to introduce the buffet dishes or a special display, or to speak about the chef’s creation for the day. • Avoid passing in between tables and chairs. • Do not walk too fast or too slow, but use a pace the guest can keep up with. • When approaching the table, acknowledge it.
• If the guest has specifically requested a table, acknowledge this by saying “As per your request Sir/Madam, we have prepared this table for you”. • Highlight the special feature of their choice: If it has a window view, nice view far from the band, far from the walkway etc. Task 11: How to escort a guest to the buffet or vice versa From the door to the buffet table: Lead the guest by walking in front. • 1. Escort the guest to their table using the easiest route. Try to guide them past the buffet, as these valuable few moments will give 2.you an extra opportunity to introduce the buffet dishes or a special display, or to speak about the chef’s creation for the
550 day. 3. If you feel that the guest is interested in your buffet presentation, you can start showing and briefly explain the different choices 4.and combinations available: starters, cold, hot, dessert buffets. 5. Show the hot section by opening each and every chafing dish and allow the guest enough time to look inside. 6. Briefly explain the dessert buffet. 7.A very quick mention can also be made about the price and value for money, as well as the general system, location of the plates, kitchen orders etc. Task 12: How to place a napkin on the guest’s lap • After seating the guest: • Always start with the ladies first.
• Handle the napkin carefully, neatly and very slowly. • Unfold it in the easiest possible manner. • Never make any noise or waive the napkins. It is impolite and unprofessional. • After finishing with all guests, wish them a wonderful meal. • With Middle Eastern guests, it is a must that a lady unfolds the ladies’ napkins and a gentleman unfolds the gentlemen’s napkins. It is part of the culture and tradition. Task 13: How to clear extra covers from the table • After guests are seated, ask if anybody else is joining. • Pick-up a tray. • Remove the extra cutlery, napkin and glasses. •Arrangeautomaticallytheentireextraitemsonyourtraytolookneatandtidy
551 • Arrange automatically the entire extra items on your tray to look neat and tidy. • Remove the extra chairs to allow more space for the seated guests. Task 14: How to protect a guest’s jacket hanging on the seat from getting stained • Make sure the guest’s jacket hangs properly. • While serving, provide extra care to the hanging jackets or coats by keeping the food or drink away, by keeping a secure distance from the chair. • Place a clean napkin above the collar if the jacket which has been placed over the backrest of the chair to protect it from any drippings or spills.
Task 15: How to take a beverage/drink order • Choose the right position and distance in front the guests - not too close, not too far. • Speak clearly: “Would you care to start the evening with an aperitif? Our barman/bartender’s creation for the day is xxx. Xyz cocktail consists of x, y, z • Always maintain eye contact with the guest. • Use up-selling technique/skills at all times. • Note down the guest choices in the captain’s order note book. • Repeat the order to the guest. Any special request must specifically be repeated, for example, “One coke with no ice for Madam” etc.
552 Task 16: How to pick up drinks and present them to the guest • Collect drinks from the bar/service bar. • Arrange the drinks on the tray in such a way that the ladies’ drinks are easily accessible, as they have to be served first. • Tall glasses should be placed on the tray as close to the body as possible to avoid slips or falls. • Keep glasses closer to each other on the tray in case of any wobbles that the items do not fall or spill. • Orders for children must be served in smaller glasses even though it is against regular standards. For example, soft drinks are usually served in highball glasses, whereas for children it is advisable to serve them in short juice glasses for easier handling purposes. • Serve ladies first as mentioned previously. • Repeat the name of the drink when placing it in front of the guest. • After placing the drinks, say politely, “Please enjoy your drinks”.
Task 17: How to pour beverages from cans, bottles, pots and pitchers Cans: o Glasses and cans should be placed on the tray. o The cans should be opened in front of the guest. o Pour the beverage whilst it is still standing on the tray. o Pour slowly taking care not to overfill the glass, especially with carbonated drinks. o Place the glass in front the guest. o The cans may not be placed on the table unless otherwise advised by the guest. o Serve ladies first with the sticker of the bottle facing the guest. o Gentlemen are served second. o The host is served last. Bottles:
553 o For small bottles such as beer, please refer to the way we pour canned beverages. o For large bottles such as mineral water: o Bottle is in bucket/water cooler Use napkin to prevent any dripping from wet bottles. o Serve ladies first with the sticker of the bottle facing the guest. o Gentlemen are served second. o The host is served last. o Have an ice bucket/water cooler ready as part of the mise en place. o Place the water bottle in the bucket/cooler along with the napkin. o Refill the glasses automatically during the meals using same method as before. o A guest must never need to ask a server for a refill. If that happens, it is totally uncalled for and demonstrates that you were not observant and did not have a few seconds to serve them.
Pots and pitchers: o Pots or pitchers are on the tray. o Serve ladies first. o Gentlemen afterwards and the host last. o Have an ice bucket/water cooler/plate with an artichoke and folded napkin ready as part of the mise en place. o Place the water pitcher on the artichoke on the plate at your side station. o Refill the glasses automatically during the meal while protecting any dripping from the pitcher with a folded napkin o A guest must never need to ask a server for a refill. If that happens, it is totally uncalled for and demonstrates that you were not observant and did not have a few seconds to serve them. Task 18: How to serve bottled water at the table •Haveanicebucket/watercoolerandfoldednapkinreadyaspartofthemiseenplace
554 • Have an ice bucket/water cooler and folded napkin ready as part of the mise en place. • Bottle is in the ice bucket. • Serve ladies first with the sticker of the bottle facing the guest while preventing any dripping with a folded napkin. • Serve the gentlemen afterwards and the host last. • Place the water bottle in the bucket/cooler along with folded napkin. • Refill the glasses automatically during the meal following the process. A guest must never need to ask a server for a refill. If that happens, it is totally uncalled for and demonstrates that you were not observant and did not have a few seconds to serve him.