IMPORTANT
FRENCH TERMS USED IN RESTAURANT AND THEIR EQUIVALENTS
ENGLISH FRENCH
1.
ASHTRAY
CENDRIER
2.
BAR COUNTER COMPTOIR
3.
BILL FOLDER
PIQUE NOTE
4.
BILL
ADDITION
5.
BLENDER
ME`LANGEUR
6.
BOTTLE OPENER
TIRE BOUCHOUN
7.
BOTTLE BOUTEILLE
8.
BREAD BOAT
BATEAU A` PAIN
9.
BUTTER
BEURRE
10.
BUTTER DISH
BEURRIER
11.
BUTTER KNIFE
COUTEAU DE TABLE
12.
BREAD BASKET CORBEILLE A` PAIN
13.
BREAD
PAIN
14.
CANDLE STAND
TENANT DE CHANDELLE
15.
CANDLE
CHANDELLE
16.
CARPET TAPIS
17.
CAVIARE KNIFE
COUTEAU A` CAVIAR
18.
CHAIR
CHAISE
19.
CHAMPAGNE COOLER
SEAU A` FRAPPER
20.
CHEESE KNIFE
COUTEAU FROMAGE
21.
CHINESE CRUET SET ME`NAGE`RE CHINOISE
22.
CIGARETTE
CIGARETTE
23.
COASTER
CABOTEUR
24.
COCKTAIL CUP TASSE
A` COCKTAIL
25.
COCKTAIL GLASS
VERRE COCKTAIL
26.
COFFEE CUP
DEMI TASSE
27.
COFFEE POT
CAFETIE`RE
28.
COFFEE SAUCER
SOUCOUPE A` CAFÉ
29.
COFFEE SPOON
CUILLER A` CAFÉ
30.
COFFEE TRAY
PLATEAU A` CAFÉ
31.
COLD AND HOT SERVORY BAIN MARIE
32.
CONSOMME` CUP
TASSE A` CONSOMME`
33.
COOKING RANGE
CUISINIE`RE
34.
COVER OR PLACE SETTING
COUVERT
35.
CRUET SET
ME`NAGE`RE
36.
CURTAIN
RIDEAU
37.
CUTLERY COUTELLERIE
38.
CUP
TASSE
39. DEEP FREEZER
RE`FRIGE`RATEUR
A`BASSE TEMPERATURE
40.
DESSERT / GATEAU TROLLEY CHARIOT A` DESSERT
41.
DESSERT FORK
FOURCHETTE A` DESSERT
42.
DESSERT SPOON
CUILLER A` DESSERT
43.
DISH OF THE DAY
PLAT DU JOUR
44.
DISH WASHING MACHINE
MACHINE A` LAVER POUR PLATS
45.
DUSTER
TORCHON
46.
DINNER NAPKIN
47.
DINNER PLATE
48.
EGG CUP
TASSE A` OEUF OR COQUETIER
49.
ENTRE`E DISH PLAT
D` ENTRE`E
50.
FINGER BOWL
RINCE:DOIGTS
51.
FISH FORK
FOURCHETTE A` POISSON
52.
FISH KNIFE
COUTEAU A` POISSON
53.
FLOOR
E`TAGE
54.
FLOWER POT
POT A` FLEURS
55.
FLOWER VASE
ASSIETTE A` FLEURS
56.
FORK
FOURCHETTE
57.
FURNITURE
MEUBLE
58.
GLASSWARE
VERRERIE
59.
GLASS VERRE
60.
GRAPE FRUIT CUP
PAMPLEMOUSSIE`RE
61.
GRAPE FRUIT SPOON
CUILLER A` PAMPLE MOUSSE
62.
GUERIDON/FLAMBE` TROLLEY
TABLE ROULANTE DE FLAMBE
63.
HALF PLATE
PETITE ASSIETTE
64.
HI:BALL L’EAU DE`COPER
65.
HOSTESS DESK PUPITRE (D’ HOTESSE)
66.
ICE BUCKET
SEAU A` GLACE
67.
ICE CREAM CUP TASSE
A` GLACE
68.
ICE TONG PINCE
A` GLACE
69.
ICE:CREAM SPOON CUILLER A` GLACE
70.
JAM POT CONFITURIER
71.
JAM SPOON CUILLER A` CONFITURE
72.
JAM CONFITURE
73.
JELLY GELE`E
74.
KNIFE COUTEAU
75.
LARGE FORK GRANDE
FOURCHETTE
76.
LARGE KNIFE GRAND COUTEAU
77.
LARGE PLATE
ASSIETTE LARGE
78.
LID
COUVERCLE
79.
LIGHT LUMIE`RE
80.
LINEN HAMPER LINGERIE
81.
LINEN LINGE
82.
LUNCH
DEJEUNER
83.
MARMALADE MARMELADE
84.
MATCHBOX BOI`TE
D’ ALLUMETTE
85.
MATCHSTICK
86.
MENU OF THE DAY CARTE DU JOUR
87.
MILK POT / CREAMER LAITIER,CRE`MIER
88.
MILK
LAIT
89.
NAPKIN
SERVIETTE
90.
NUT CRACKER CASSE : NOISETTE
91.
OVEN
FOUR
92.
OYSTER KNIFE COUTEAU A` HUITRES
93.
PANTRY
GARDE MANGER
94.
PASTRY TONG PINCE A` PATISSERIE
95.
PEPPER
POIVRE
96.
PLATE
ASSIETTE
97.
REFRIGERATOR
FRIGO
98.
ROOM SERVICE TROLLEY
CHARIPT:CHAMBRE SERVICE
99.
SALAD BOWL
BOL A` SALADE
100. SALAMANDER
SALAMANDRE
101. SALVER
PLATEAU D’ ARGENT
102. SAUCE BOAT SAUCIE`RE
103. SAUCE LADLE
LOUCHE A` SAUCE
104. SAUCER
SOUCOUPE
105. SERVICE FORK
FOURCHETTE A` SERVICE
106. SERVICE SPOON
CUILLER A` SERVICE
107. SIDEBOARD BUFFET,E`TAGE`RE
108. SILVER ROOM
PIE`CE D’ ARGENTERIE
109. SLIP CLOTH
NAPPERON
110. SOUP BOWL
CUVETTE A` POTAGE
111. SOUP LADLE
LOUCHE A` POTAGE
112. SOUP PLATE ASSIETTE
A` POTAGE
113.
SOUP SPOON
CUILLER A` POTAGE /CUILLER A` BOUCHE
114. SOUP TUREEN
SOUPIE`RE
115. SPOON
CUILLER / CUILLERE
116. STAIRCASE
ESCALIER
117. STERK KNIFE COUTEAU
A` STEAK
118. STEM GLASS
VERRE A` TIGE
119. STRAW HOLDER
PAILLOTIE`RE
120. SUGAR POT
SUCRIER
121. SUGAR TONG
PINCE A` SURCE
122. SUGAR
SUCRE
123. TABLE CLOTH
NAPPE
124. TABLE
TABLE
125. TEA THE
126. TEA CUP
TASSE A` THE`
127. TEA POT
THE` IE`RE
128. TEA SAUCER
SOUCOUPE A` THE`
129. TEA SPOON
COUILLER A` THE`
130. TRAY
PLATEAU
131. VERRE
GLASS
132. WAITER
GARCON/ COMMIS DE RANG
133. WAITER’S CLOTH
NAPPE DE GARCON
134. WATER GOBLET
GOBELET
135. WATER JUG
CRUCHON, POT A` EAU
136. WATER
EAU
137. WINE
VIN
Staff organization is basically concerned with matters
such as the
decision of tasks within the restaurant, position of responsibility and authority and the relationship between them.
It helps in introducing the concepts
of span of control, level of management and delegation of power and responsibilities.
The typical organization chart of
the Restaurant brigade is shown in the charts. However smaller organizations may combine a number of
responsibilities according to the needs of the particular facility.
All
types of catering establishments require a variety of staff positions in order to operate effectively and
efficiently. The food and beverage
service department usually has the largest staff. Able leadership and supervision is required to
effectively direct the department and
guide the staff. The personnel in the food and beverage service industry
require practical knowledge of operations as
even a small error can cause displeasure to the guest.
Coordination of activities of all outlets is essential to provide
the guest with quality service at all times. Teamwork is the
watchword in any food and beverage service department. A dedicated and
committed team, with able leadership, under ideal working conditions, helps in fulfilling the establishment's ultimate goal of guest satisfaction
The important duties and responsibilities of the
restaurant staffs are discussed in this section.
Duties and
Responsibilities
I.
Food and
Beverage Manager
The food and beverage manager is the head of the food
and beverage service department, and is responsible for its administrative
and operational work. Food and Beverage Managers direct, plan and control all aspects of food and beverage services.
Food and Beverage Managers require excellent sales and customer service
skills, proven human resource management skills, and good communication and leadership skills. Desired knowledge for this position includes knowledge of the
products, services, sector, industry
and local area, and knowledge of relevant legislation and regulations, as well. Hence it is said
That food and beverage manager is a Jack-of-all-trades,
as the job covers a wide variety of duties.
In general, food and beverage manager is responsible for:
a) Budgeting:
The food and beverage manager is
responsible for preparing the budget for the department. He should
ensure that each outlet in the department
achieves the estimated profit margins.
b) Compiling New Menus and
Wine Lists:
In consultation with the chef, and based on
the availability of ingredients and
prevailing trends, the food and beverage manager should update and if necessary, compile new menus. New and updated wine lists should also be introduced regularly.
c) Quality Control:
The food and beverage manager should ensure
quality control in terms of
efficiency in all service areas, by ascertaining
that the staffs are adequately trained in keeping with the standards of the unit.
d) Manpower Development:
The food and beverage manager is responsible
for recruitment, promotions,
transfers and dismissals in the department.
He should hold regular meetings with section heads, to ensure that both routine as well as projected activities
of the department go on as planned. He must also give training, motivate and effectively control staff.
II.
Assistant
Food and Beverage Manager
The assistant food and beverage manager assists the food
and beverage manager in running the department by being more involved in the actual day-to-day operations. This position exists only in large organizations. An assistant food and beverage manager's job includes:
a) Assisting section heads during busy periods.
b) Taking charge of an outlet, when an outlet manager is on
leave.
c)
Setting duty
schedules for all the outlet managers and monitoring their performance.
d)
Running the department independently in
the absence of the food and beverage
manager.
III.
Restaurant
Manager
Restaurant Manager
is responsible for directing and supervising all
activities pertaining to employee relation, food production,
sanitation, guest service and operating profits. The restaurant manager is either the coffee shop manager, bar manager or the specialist restaurant manager. The restaurant manager reports directly
to the food and beverage manager and has overall responsibility for the
organization and administration of a particular outlet or a section of the food and beverage service department. The restaurant manager's job includes:
a)
Setting and
monitoring the standards of service in the outlets.
b)
Administrative
duties such as setting duty charts, granting leave, monitoring staff
positions, recommending staff promotions and handling
issues relating to discipline.
c) Training the staff by conducting a daily briefing in the
outlet.
d) Playing a vital role in public relations, meeting guests
in the outlets and attending to guest complaints, if any.
e)
Formulating the
sales and expenditure budget for the outlet.
f) Planning food festivals to increase the revenue and
organizing advertisement campaign of the outlet along with the chef
and the food and beverage manager.
IV.
Reception Head
Waiter
1.
He
is the man with tremendous responsibilities.
2.
He
has complete knowledge of the floor plan.
3.
He
is responsible to maintain and update all different registers like the cover
register & sales register.
4.
He
also maintains a separate register for staff absentees and sends it to the
personal department from time to time.
5.
He
welcomes the guests at the entrance.
6.
He
informs the staff during the briefing about the possible arrival of
VIP’s/celebrity persons.
7.
In
the absence of the restaurant manager and the head waiter (Maitre’ de Hotel),
he is in charge of the restaurant.
8.
He
presents the menu to the guests.
9.
In
the absence of the restaurant manager, he is responsible for the public
relation activities of the restaurant.
10. In a formal
banquet he decides the seating arrangement on the main table.
11. He maintains the
guest comment card.
V.
Head Waiter
(Maitre’ De Hotel)
1.
He
is in charge of the restaurant operations.
2.
He
is in charge of the whole restaurant in absence of the restaurant manager.
3.
He
prepares the duty chart of the staff with the approval of Restaurant manager
4.
He
looks after the leave and weekly off of the staff.
5.
He
conducts the daily briefing before the commencement of a shift.
6.
He
prepares the indent to be picked up from the stores by the steward.
7.
He
is in charge of the restaurant inventory.
8.
He
allocates the stations and tables to the captains and stewards.
9.
Supervise
food service with a view to ensure speed, quality of service and
personalization.
10. Motivate staff
through fair leadership.
VI.
Room
Service Manager
The room service manager reports directly to the food and
beverage manager and is responsible for the room service
outlet. The
room service manager checks that the service rendered to the guests conforms to the standards set by the
hotel. He also monitors all
operational aspects of the outlet such as service, billing, duty charts, leave and absenteeism, in addition to
attending to guest complaints
regarding food and service.
The
room service manager is also in charge of the sales and expenditure budget. The room service is most liable to have problems. The room service manager should ensure
coordination among the room service
order taker, the captain and the waiter. It is necessary for the room
service manager to be present in the outlet during
peak hours to interact with other departments of the hotel and to take regular momentums of all the equipment
used In the event of the hotel offering valet service and the room
service manager takes charge of that service
as well.
VII.
Banquet Manager
The banquet manager supervises the banquet operations, sets up
break-down service according to the standards established by the hotel. He co-ordinates the banquet service
in conjunction with
other
departments involved and prepares weekly schedules for the banquet personnel.
From the time the bookings are done till the guest
settles the bill,
the banquet manager is in charge of all aspects of banquet and conference operations. He supervises the work of
the banquet sales
assistants, who do
the banquet bookings and the captains and waiters who perform the food and
beverage service activities under his
guidance. He is responsible for organizing everything right down to the finest detail.
The
banquet manager projects the budget of the banquets, and works in close coordination with the chef in preparing menus. He is responsible for making an inventory of all the
banquet equipment and maintaining a
balance between revenue and expenditure.
Banquet managers may also be designated as assistant managers in the food and beverage service department.
VIII.
Station Waiter
(Captain)
1.
He
is responsible for the actual service of food and beverage.
2.
He
is responsible to maintain his own station and side-board.
3.
He
is responsible to settle the bill before the guest departs.
4.
He
is responsible for the clearance of his tables and side-board.
5.
He
is responsible to receive and give a proper hand-over from the preceding to the
following shift respectively.
6.
He
is supposed to carry-out the additional responsibilities which are allotted to
him by the senior captain.
7.
The
steward is supposed to carry out the maintenance of stock of cutlery, linen,
crockery at all times in a shift.
8.
The
steward is supposed to suggest a food and beverage dish to a guest and/or when
required.
IX.
Barman
1.
He
is responsible for service of all alcoholic beverages in a restaurant.
2.
He
is responsible for maintaining all paper work relating to the bar.
3.
He
is in charge of inventory.
4.
He
is responsible to make cocktails and mix drinks and invent new ones during
sales promotion/food festivals.
5.
He
is responsible to ensure that the drinks are appropriately served.
6.
He
is responsible for training the new recruits in the bar.
X.
Sommelier
1.
He
is responsible for the service of all kinds of wine in the restaurant.
2.
He
is supposed to suggest to the guest the appropriate wine that will go with the
ordered food.
3.
He
should have complete knowledge of the wines available.
4.
He
generally has a cup tied to a chain which is hung around his neck for tasting
wine/beverages. This cup is called Taste d’ vin’.
5.
He
is supposed to remove the cork of the bottles and present them to the guest.
XI.
Floor Waiter (Chef D’ Etage)
1.
He
is responsible for the service of all meals in apartments and usually works
from a floor pantry.
2.
He
must have a thorough knowledge of each food and drink and the correct service
involved.
3.
He
is responsible to the restaurant manager.
4.
He
must be able to carry out the same work as the station head waiter and relieve
him on his off day.
5.
He
normally has less experience than the Station Head Waiter.
6.
Both
he and the station head waiter must work together as a team so as to provide
efficient and speedy service.
XII.
Demi Chef De
Rang
1.
This
post is found only on the continental restaurant.
2.
He
helps the chef de rang in his work.
XIII.
Commis De Rang
1.
He
acts by instruction from the chef de rang.
2.
He
mainly fetches and carries, may do a little service of either vegetables,
sauces, offering rolls, placing plates on the tables and so on.
3.
He
also helps to clear the table after each course.
4.
During
the pre-preparations, he carries out some of cleaning and preparatory tasks.
XIV.
Debarrasseur
(Apprentice)
1.
He
is a learner having just joined the food service staff.
2.
He
will keep the side-board well filled with equipment during service.
3.
He
may help to fetch and carry items as and when required.
4.
He
would carry out certain cleaning tasks during pre-preparations.
5.
He
is responsible for service of Hors d’ oeuvre, cold sweets or cheese.
XV.
The Carver
(Trancheur)
1.
He
is responsible for the carving trolley and carving of joints at the table.
2.
He
will plate up each portion with appropriate accompaniment.
3.
He
has to be very skilled so as to get maximum number of portions from each joint
and minimize wastage.
XVI.
Lounge Waiters
1.
Service
of food and beverage in the lounge area.
XVII.
Garcon (Bar Waiter)
1. Responsible for the service of
alcoholic, non-alcoholic beverages & food in the
bar.
2. Responsible for the upkeep
of the service area & mise-en -place
in the bar.
Staff organization is basically concerned with matters such as the decision of
tasks within the hotel, position of responsibility and authority and the relation between them. It helps introducing the concepts of span of control, level of management
and delegation.
Teamwork is the watchword in any food and beverage service department. A dedicated and committed team, with able leadership,
under ideal working conditions, helps in fulfilling the establishment's ultimate goal of guest satisfaction
Waiter:
Waiting staff/wait staff, are those who work at a restaurant or a
bar attending customers supplying them with food and beverages as requested promptly
and pleasantly.
The
waiter is popularly known as a Steward or Commis-de- Rang. A female who "waits" on tables is often called a
waitress. The gender-neutral server
and collective waitstaff can also be used.
The duties of waiting staff include preparing tables
(table setting) for a meal, taking customers' orders, serving drinks and food, and cleaning up before, during and after servings in a restaurant. He
must have knowledge of proper rules and etiquette in order to furnish working service in either a formal or informal sitting.
Other task of a waiter includes:
a)
Reports to Senior
Captain / Captain to receive necessary instruction for the shift and for any menu changes.
b)
Has to attend
briefings conducted by Senior Captain.
c)
Sets the assigned
tables and ensures that the services area too is
well-stocked with linen, silver, glassware, china etc. Sets up any special displays that be used for the meal period.
d)
Greets guests and sometimes assists the
host/ hostess in seating guest. Fills water
glasses, serves butter, cocktails,
answers questions about menu items and makes
suggestions about dishes and wine if the customer requests or desires.
e)
Takes orders on
check, turns or gives over with specification the order to the cooks
with consideration to the timing of the
preceding courses. Picks up all food and all other required items from various stations.
f)
May carve meats,
bone fish and prepare flaming dishes or desserts
at guest's table. He may assist Senior Captain for the same.
g)
May serve guests
from plates to the guest's table.
h) Other tasks to be performed as determined by establishment from time to time.
i)
Replenishes wine,
water, butter, and bread as and when required.
j)
Observes the
guests in order to anticipate any additional request and to perceive when the meal has been completed.
k)
After all the
guests have finished each course and before the next one is served, the waiter/ waitress should remove all soiled dishes or ensure that the assistant seaward does it.
l)
When guests have
finished the meal, the table is cleared and reset and ready for the next customer.
m)
Performs other
tasks as directed by the supervisor.
Depending on the restaurant, other less common duties
may be required, such as singing birthday songs to customers
who are celebrating a birthday. A theme restaurant may even
require staff to dance (e.g. Joe's Crab Shack). There are now event
caterers that outsource waiting staff to events and specific functions.
Silver service
staffs are specially trained to serve at banquets or high-end restaurants. They
follow specific rules of service and it is a skilled / specialized job.
Attributes
of food service personnel
The personnel who wishes to progress in
service industry must attain certain standards. The quality of service staff in
any establishment reflects the quality of
the establishment itself. No matter how good the food and ambience are, poorly trained, untidy or rude staff
can antagonize customers. On the
other hand, if the staff is well-trained and efficient, they can, to a certain extent, make up for other shortcomings in the services provided. It
is most important that the service staff create a good impression on the
customer. The following points will help him in achieving these standards.
Attitude
Attitude
is a buzzword nowadays. We wear an attitude, which is something that we own and
are responsible for. It comes from within and can be positive or negative based
on ones experiences. Key attitudes required in Food Service Operations.
·
Joy
of serving people.
People give business to those with better service, which earns better
paychecks, gratuities and repeat guests. Service is the cutting-edge component
of competition in today’s market.
·
A
cheerful attitude
is infectious and spreads cheer and goodwill to others. It fosters a pleasant
and tension-free workplace.
·
Cooperation with team members invites
cooperation from them.
·
Pride
is one’s work
brings excellence. Pride converts routine work to work with difference, e.g.
showmanship, sincerity, and enthusiasm.
·
Initiative is a valued competency nowadays.
Excellence is achieved through innovation and new ideas. Food service
professionals must look for new ideas and introduce them or suggest them.
·
Salesmanship earns extra dollars.
A professional and
hygienic appearance
This is of the utmost importance as the
waiter is constantly handling food and working near the guest. Personal
freshness is of great importance and he should be shaven, his hands
immaculately clean with well trimmed, clean nails and his hair must be short
and well groomed. For waitresses, the hair should be short or it should be tied
up; no excessive make-up or jewellery should be worn. The waiter should not
sneeze, cough or blow his nose near the food whether in preparation or service.
The uniform must always be clean and well
pressed especially trousers and jacket. Shoes should be well polished and black
socks worn. For waitresses, blouses and skirts or dresses, whatever type of
uniform is required, as well as the appropriate aprons, should always be clean
and smart. Being clean and smart in appearance gives one the confidence to work
well and first impression.
Knowledge
of Food and Beverages
The waiter must have sufficient
knowledge of all the items on the menu and wine list to advice and offer
suggestions to the guest. He must know how to serve correctly each dish on the
menu, what its accompaniments are, the correct cover, the make-up of the dish
and its appropriate garnish and also how to serve various types of drinks in
the correct glasses and at the right temperature. It is not possible to sell a
product without having adequate knowledge.
Punctuality
Punctuality is all important. If
a waiter is continually late on duty, it shows a lack of interest in his work
and a lack of respect for management.
Local
Knowledge
In the interest of his guests the
waiter should have certain knowledge of the area in which he works so that he
may be able to advice the guests on various forms of entertainment offered, the
best means of transport to places of interest and so on. This knowledge shows
that the waiter is doing his utmost to give the guest satisfaction.
Personality/Showmanship
The waiter must be tactful,
courteous, good humored and of an even temper. He must converse with the
customer in a pleasing and well spoken manner and the ability to smile at the
right time pays dividends. With these attributes the waiter will help the management
by becoming a good salesman.
Attitude
to Guests
The correct approach to the
customers is of utmost importance. This must not be servile, but anticipate the
guest needs and wishes. A careful watch should be kept on the guests at all
times during the service without staring. Care should always be taken when
dealing with the guest who will only aggravate the situation, but refer all
complaints to someone in authority in the food service area, i.e., Restaurant
Manager and/or Head Waiter. Positive attitude towards guest will make the
service staff successful in their career.
Guest satisfaction
The
food and beverage staff must see that the guest’s wishes and needs are
completely satisfied. It is of great importance to anticipate guest’s needs. If
a guest is comfortable in his/her surroundings, then this is because of the
warm and friendly atmosphere in the food service area, and the team spirit
among the waiting staff.
Sense of urgency
So that the establishment has the
maximum amount of business over the service period with as high a net profit as
possible, the staff must develop a sense of urgency.
Memory
This is an essential asset to the
waiter. It may help him in various ways in his work if he knows the likes and
dislikes of his guests, i.e., where they may like to sit in the food service
area, what are they favorite drinks and so on.
Honesty
This is all important to the food
service professional in his dealings with both the customer and the management.
If there is trust and respect in the waiter-customer-management relationship,
then there will be an atmosphere for work which encourages efficiency and a
good team spirit amongst the food and beverage service operators.
Loyalty
The staff’s obligations and
loyalty are firstly to the establishment in which they are employed and its
management. They should not bad mouth the organization or colleagues to any one
or promote the competitors’ business.
Undesirable
qualities of a Waiter:
Ø Forgetting
to greet the arriving guest pleasantly.
Ø Letting
guests seat themselves, in spite of being present near the table
and not otherwise engaged.
Ø Refusing
to assist a guest or seating a guest at a dirty table.
Ø
Serving
from the wrong side, when it is possible to serve from the correct side
Ø Not
setting tables properly and placing empty sugar bowls / cruet
sets on the table.
Ø Forgetting
to say 'Pardon me', or 'Excuse me, sir / madam, if a mistake has
been made.
Ø Being
too familiar with guests. This could lead to embarrassing situations.
Ø Gathering
in groups in operational areas and talking loudly and showing
signs of irritability with other members of the staff.
Ø Leaving
fingerprints on crockery / glassware or making a noise by
clattering the service equipment.
Ø Keeping
the side station dirty or using torn or stained linen.
Ø Forgetting
a dish that has been ordered, or serving wrong accompaniments.
Ø Overfilling
water glasses or leaving them empty or leaving dirty ashtrays on
an occupied table.
Ø Being
inattentive to a guest's needs, for example, forgetting special instructions
from the guest, such as less chilies’ or no onions in the food.
Ø Using
cold plates for hot food and hot plates for cold food.
Ø
Touching food with one's hands.
Ø
Not following the rules of quality waiting at table.
Ø
Soliciting tips or questioning the amount of tips.
A successful restaurant is one which the guests are
anxious to visit again. Good staff is
necessary for the success and development
of the restaurant. Food service staff is in direct contact with guests and
therefore much of restaurant's success depends on the skills, interest and personal qualities of the staff. Quality
of the staff reflects the quality of the
establishment.
Delivering quality guest service means creating a
memorable experience for every guest
Quality guest service is possible, only when we will
consider following aspects:
- Understanding
and anticipating each guest’s wants and needs
- Meeting and
exceeding each guest’s wants and needs
- Helping
co-workers meet and exceed each guest’s wants and needs
Delivering
quality service is not part of your job- it is your job. If it weren’t for
guests, you would not have a job in the hospitality industry.
When you deliver service, everyone wins. Who
benefits from quality service?
Guest
Each guest arrives with certain concerns, emotions
and expectations. By providing quality guest service, you have a chance to make
the guest’s day- and stay- more enjoyable.
Establishment/Hotel
If you exceed guest’s needs, they’ll be more likely
to return to the property, you have a direct impact on the property’s success.
Co-Workers
When you do your job well, you make it easier for
your co-workers to do their jobs well.
You
When you do your job well, you show co-workers and
managers that you are a professional. Good work is often rewarded with
compliments and good job reviews.
Various departments in
Hotel
A hotel can provide good
service, when it’s all departments will work together in an efficient and
effective way, by showing good team work, coordination and communication.
The most important function of a hotel is to provide
Food and shelter to prospective guest. To provide food & shelter, there are
number of departments or areas, who all functions together round-the-clock
inside hotel premises.
All departments are broadly categorized
in two parts:
1. Operational Department (Core
Department):
·
Front office (revenue
center)
·
Food & Beverage service (revenue
center)
·
Housekeeping (cost
center)
·
Food production (kitchen) (cost
center)
2. Administrative Department(Non Core
Department):
·
Maintenance department
·
Account department
·
Human resource department
·
Security department
·
Purchase department
·
Stores
·
Sales & marketing department
Each department is equally important for proper
functioning of hotel. Each of these is been explained as follow:
Food Production
(Kitchen):
The
main function of this department is:
- To provide various type of
dishes to the guest as per the menu.
- To provide food for various
buffet or banquet parties.
- To provide food to the staff
of hotel.
- To prepare different type of
dishes for special occasion.
Different
sections of kitchen:
- Hot Kitchen: North Indian
- South Indian
- Tandoor section
- Chinese or oriental kitchen
- Halwai or Indian sweet
section
- Pantry or salad section:
tea/coffee, juices, salads, breakfast items etc.
- Butchery or cold kitchen:
for making different types of chicken, mutton, beef cuts etc.
- Bakery and confectionary:
for making cookies, cakes, pastries etc.
The
main function of this department is:
·
To
provide food & beverage facilities to the guest.
·
To
provide food & beverage for groups, conferences, meetings, theme parties
etc.
The
different sections are:
·
Restaurant
·
Room
Service department
·
Banquet
department
·
Bar
& lounge
Front Office:
The
main function of the department is:
·
To
allot the room to the guest, called as check-in.
·
To
maintain the room records for reservation and allocation.
·
To
collect the room charges and other miscellaneous charges for various services
used by guest during his/her stay at the hotel, at the time of departure of
guest.
·
To
take advance booking for rooms.
·
To
handle the phone calls of hotel.
Different
section of Front office:
Front
Desk
·
Reception:
this section used for check-in process of the guest.
·
Information:
this section is used for providing various information to in-house guest.
·
Cashier
desk: this section is used for checkout process of the guest.
·
Guest
relation desk: this section is used for collecting guest feedback and
maintenance of guest history.
·
Bell
desk: this section is used for assistance of guest during check-in and checkout
process.
·
Travel
desk: this section is used for assistance of guest for arranging vehicles for
guest movements and for making train/ airplane reservation.
Back
Office
·
Reservation
desk: this section is used for taking booking for rooms.
·
Telephone
operator: this section is used for attending all phone calls land up in the
hotel or for providing trunk dial facility to guest.
·
Business
center: this section is used for secretarial job of guest.
Accommodation
Operations:
The
main function of this department is:
- To take care of the
cleanliness of rooms, and the hotel building and its furniture and
furnishings.
- To maintain the linen room
for maintenance of room linen, restaurant’s linen etc.
- To maintain the gardening
work of hotel.
- To maintain guest laundry
facility for room guest.
- To maintain staff laundry
facility for staff of hotel.
Different
sections of department:
·
Linen
room
- Housekeeping desk
- Housekeeping store
- In-House laundry
- Gardening department
Purchase and
Stores:
The
main function of this department is:
- To purchase materials from
the market as per requirement of various department of hotel.
- To purchase all types of
equipments and materials for hotel.
- To liaison with different
companies or vendor for supply of perishable or non-perishable goods.
- To liaison with different
dealers for provision of non- vegetarian items (chicken, mutton, fish,
beef, etc.)
- To store all the purchased
items properly as per basic rule (F.I.F.O.).
- To issue the material to the
user department of hotel after making proper record.
- To maintain the smooth flow
of perishable and non-perishable goods for the department.
Accounts:
The
main function of this department is:
- Preparation of budget and
allocation of revenue and expenditure for various department
- Maintain all account related
books as accordance to the government rules and regulations.
- Preparation of balance sheet
of the company.
- Liaising with Govt. offices
for tax and revenue related matters.
- Collection of revenue from
guests, companies etc.
- Giving salaries to
employees.
- To keep check on the food
& beverage cost.
- To keep check on the
purchase and sale of alcoholic beverages for the property.
- To keep the account of
revenue generated and expenditure under various heads for each department.
Maintenance:
The
main functions of this department are:
- To maintain all the
equipment s placed inside or related with the hotel.
- To be responsible for smooth
supply of electricity, water, and smooth function of air conditioning
unit.
- To be responsible for AMC of
important and expensive equipments.
- To maintain all the furniture
and fixtures of rooms and other area of hotel.
- Maintenance of the Property
management system of the hotel
- Maintenance of various
aspects of Internet and its related matters.
- Generation various relevant
electronic data as per requirement of hotel.
- Maintenance of all computer
units hired or purchased by hotel. And its relevant software.
- Maintenance of telephone
connections for each room and other area of hotel.
- Maintenance of cable
connections of televisions of rooms and other places of hotel.
- Maintenance of audio-visual
equipments for conferences and parties.
- Maintenance of audio-visual
equipments of the hotel.
Human Resources:
The
main function of this department is:
- Recruitment and selection of
employee for hotel as per requirement.
- Training and development of
employee
- Maintenance of attendance
records, leave records etc.
- Maintenance of personal file
for each employee with all details, for the purpose of periodical appraisal.
Sales and Marketing:
The main function of this
department is:
- To
sell the room nights and various conferences facilities to various
clientele.
- To
sell the room nights to individual guest for holiday purpose.
- To
make the brand image of hotel in the market.
- To
act as an agent for hotel and provide various information of changes and
updating.
Security:
The
main function of this department is:
- To be responsible for safety
and security of guests of hotel.
- To be responsible for safety
of employee.
- To keep check on theft cases
of hotel.
- To cooperate with staff for
fire exit procedure.
- To keep record of received
materials and dispatched materials of or for the property.
- To keep record of movement
of fixed assets of property.
- To keep check on
unauthorized entry of people.
Intra-Department Relationship:
No individual department in any hotel can work in
isolation. To achieve positive moments of truth in any service provided to the
guests, no specific department can be responsible: in fact it should be a
collective responsibility of all the departments concerned. Each department is
equally important for proper functioning of hotel. The food and beverage
service department is one of the major selling points of the hotel.
All sections under the umbrella of the F&B
department coordinate and cooperate with each other to achieve objectives of the
department that are customer, management, and employee focused.
The following shows the intra –departmental
relationship between sections.
Food
Production
In a
food and beverage outlet, the F&B production has the most important role to
play. Items prepared/dressed here are the ones that the service personnel sell.
To be successful in its operations, it coordinates with the other F&B
Sections.
Purchase
and Stores:
Kitchen
Stewarding:
Food
service outlets:
In the
planning of the restaurant, the first thing that comes to mind is the menu.
F&B department being the 2nd most revenue generating department
next to rooms, has to take care while developing the final menu which in turn
is understood, seen and tasted by the service personnel and consequently sold
in a large organization.
The Food
Production itself is divided into various sections; they are hot kitchen,
pantry/still room, garde- manger, bakery & confectionary, butchery etc.
Kitchen
stewarding
The dept
is primarily concerned with the storage, maintenance, cleanliness and issue of
cutlery, crockery, hollowware and glassware to the restaurant & kitchens.
It is responsible for the cleanliness of kitchen and washing of pots &
pans.
It
usually has a pot wash where large vessels are cleaned and a wash area where
service equipment is cleaned, washed & stored.
This
dept also deals with storage & issue of all kitchen & service equipment
and hence the controls are also the part of the purview.
Kitchen
stewarding is an important function to maintain the strict standard of hygiene
& sanitation of the municipal and health authorities.
At the
most this activity can be contracted to cleaning companies though the equipment
like dish washing machine, which will be owned by the property.
Purchase
and Stores
This
dept like the name suggests stores all supplies for all the depts. This may be
divided into separate area as food, liquor, materials; perishables etc. It may
get its supplies through the purchase dept buy floating tenders.
The
INDENT BOOK plays a very important role connecting the stores & F&B svc
area. The F&B dept gives its requirements like proprietary sauces,
seasonings, material like doilies, paper napkins, candles, office material etc
to the stores in the form of an indent which is counter signed by the
corresponding departmental manager. Also purchase indents for items are sent to
the purchase dept and routed through stores.
Inter-Department Relationship:
Front
office
This is
a front of the house position & deal with the guest directly. The check in,
check out, reservation, billing, information, telephones etc all come under
this dept. The front office is also responsible for health club, beauty parlor,
business center and travel desk.
All
communication related to the status of the guest (HWC, VIP etc), their billing
instructions, direct payment can be obtained from front office dept.
The
dining room (a room where food is served to guests on a certain plan), coffee
shop (for breakfast etc)and room service ( for breakfast , billing
instructions, amenities for special
guests, lounge service etc)need to coordinate with front office for guest
lists, billing instructions, amenities placements in room. Problem handling
during night shifts, paging & other allied services.
House
keeping
This
dept takes care of general upkeep of the hotel. It undertakes periodic cleaning
of all public areas including cleaning of carpets and polishing of fittings.
Service
personnel may call on housekeeping staff to take care of spillage, accidents
etc. in the vent of guest’s clothes getting spoilt, they will be getting
laundered, thus helping retain the customer.
The
housekeeping dept has a uniform room which deals with uniforms, restaurant
linen etc of the food & beverage svc. In a hotel various F&B outlet may
have different uniforms & different linen. The book used in connection with
the housekeeping is the LINEN BOOK which lists all service linen used and
exchanged as a one on one basis of the costly items in the overheads.
This
dept also organizes to have flower arrangements placed at various F&B
outlets as per standard.
Accounts
/finance
The
service dept is directly or indirectly related to accounts dept through cashiering.
Some
F&B outlets have a separate cashier at each outlet that raises the guest
bill through the KOT provided to them.
They
also have detailed information regarding credit card hot lists, discount
policies blacklisted companies, credit policies etc.
In the
present scenario the waiters or stewards act like cashiers and raise the guest
bill according to the consumption. This new trend has started due to the
various point of sale system introduced in outlets by management.
The
night auditor at various outlets does the days closure at night to conclude the
day’s sale. He has to check each voucher its entry and payment into the system,
basically tallying the reports. The vouchers are sent to the F&B controls
every day after the day’s closure.
In
general the accounts dept deals with payments of the employees like employee
salary, payments to various tenders, bill settlement, vouchers, paid out etc.
The control of KOT books, vouchers and discrepancies with regards to entries in
KOT’s, bills, authorization of signature etc is done on weekly basis.
Food and Beverage Controls
This
department regulates the expenditure and revenue of food service areas. It
analyses the portion costs, beverage costs, revenue of the outlet, sales mix,
and number of guests served in a particular meal period. It audits the KOTs,
duplicate guests’ bills sales summery sheets, and other cashier’s reports on a
daily basis to prevent frauds and pilferage. All POS (Point of Sales) systems
in food service areas are interconnected to the controls department for
effective control on all the revenue transactions.
HR/Personnel Department
Staff
requirement and transfers are dealt by the personnel department in coordination
with the food and beverage manager. Managing employees’ salaries and wages,
addressing indiscipline issues, transfers, promotions, appraisals, and exit
formalities are taken care by this department.
Engineering
/Maintenance
All
maintenance related jobs (electrical, plumbing, civil) are done by this dept.
Maintenance
& care of all machinery is the responsibility of this dept.
Security
General
security to all food & beverage outlets, guestrooms & guest areas.
Security
during promotional events, functions,
V.I.P visits
Key
handling is also done by this dept.
Terms:
Job Description – A formal document that specifies the
duties and responsibilities of a job holder.
Job Specification- A profile of a person for a job.
Skills- Kinetic and logical talents acquired through
education and training.
Competencies- Behavioural traits required for a job.
Banquet
Lounge
Salesmanship
Suggestive selling
Impulse selling
Buffet
Budget
Flambe service
Assignments
List 10 do’s and don’ts of a waiter.
As a hospitality professional, how do you insure
personal hygiene.
Restaurant staff.
French equivalents of restaurant staff..
Questions
1. Draw
the organization chart of the F&B Service department of a five star hotel?
List the duties and responsibilities of a senior captain?
2. Explain
the importance of inter and intra departmental co-operation in a successful
F&B operations?
3. What
are the attributes of a good waiter? How do good waiters sell more?
4. What
are the duties and responsibility of F&B Manager of a 5 star hotels?
5. List
the French equivalents of the restaurant staff brigade?
6. Discuss
inter departmental relationship of F&B department with Kitchen and H.K.?
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