M1. Unit 3.

Organizational Set-up and

Management of a
Restaurant
 OBJECTIVES
• Organization of F&B
Department of a Hotel
• Layout of Restaurant
• Duties &
Responsibilities
• Attributes of F & B Staff
Food And Beverage
Staff
» The hotel and restaurant business is an
admixture of showmanship, diplomacy and
sociability.
» The product of food and beverage operation is
not just food and beverage itself. Any staff
coming in contact with the guest is also part of
the product.
» Food and beverage service is the culmination of
the planning and production processes.
• Menu
• Facilities, Lay-out, Design
and Equipment
• Number of Guest
• Formality Spectrum
• Location
• Price
KITCHEN

PRIVATE SITTING
ROOM
ENTRANCE

R
E
C W
E A
P I
T T
I I
O N
N G
SITTING AREA
A
R
E
WASH ROOM A
Duties & Responsibility of
F&B Staff
» Formulating Financial, catering and marketing
policies and strategies
» Prepare the organisation structure for the
department with job description
» Appointing the right people for right job
» Preparing budget for various outlets
» Planning Menus for various outlet after
consultation
» Designing and implementing competitors
strategy
» Keeping the staff updated with latest trends in
f&b
» Controlling the three elements Food cost,
labour cost, and overhead cost
» Selecting suppliers for kitchen commodities and
alcohol beverages
» Monitoring performance of the departments
» Liaising with governmentagencies
» Scheduling Training programs for the f&b staff
» Evaluating performance appraisal and
identifying training needs
2. Restaurant Manager
» Preparing budget
» Developing & implementing sales promotion strategy
» Menu planning for daily operations and special
occasions
» Recruitment staff and training them
» Handling guest complaints and est. good relationship
with guest
» Purchasing restaurant equipment – furniture,
linen, cutlery, crockery, glassware, and other
equipment's
» Motivating team spirit in restaurant
» Ensuring cleanliness and hygiene
» Coordinating with other departments of hotel
Duties of a head waiter As a Headwaiter you are responsible
to provide professional service to our guests, ensuring their
restaurant visit will become a memorable dining experience
whereby your role will include key responsibilities such as:
» Work in close cooperation with the Kitchen and Stewarding
as well as the Outlet Cashiers to ensure a smooth running
operation
» Conduct regular training sessions with the assigned team in
line with the departmental SOP’s
» Monitor duty schedules for the respectiveteam
» Ensure the proper appearance and grooming of assigned
employees
» Handle the welcome of arriving guests and their
seating through the hostess and take over, if she is
not available
» Work towards the timely set up of the assigned Food
& Beverage outlet, according to the meal settings
and in line with the opening hours
» Maintain a professional and friendly relationship
with the outlet patrons to ensure their well- being
» Familiar with the outlets menu, promotional
activities and other relevant issues concerning the
outlet and the hotel
» Contribute to meet and maximize the monthly
revenue budget for the respective outlet.
» Greets guests and presents them with the menu.
» Informs guests about the special items for the day and menu
changes if any.
» Suggest food and beverages to the guest and also try to upsell.
» Take food and beverage orders from the guest.
» Obtaining revenues, issuing receipts, accepting payments,
returning the change.
» Performing basic cleaning tasks as needed or directed by
supervisor.
» Punch the order on the POS machine and make sure to enter the
special requirements made by the guest while ordering the food.
Eg: No Garlic, less spicy etc., Without egg etc.
» Communicate to the guest and provide assistance with their
queries.
» Co - ordinate with the bus person, kitchen staff, bar staff to
ensure smooth operation and guest satisfaction.
» Server food and beverage to the guest as per the course
of order.
» Observes guests and ensure their satisfaction with the
food and service.
» Promptly respond to guest with any additional request.
» Maintaining proper dining experience, delivering items,
fulfilling customer needs, offering
» desserts and drinks, removing courses, replenishing
utensils, refilling glasses.
» Adhere to grooming and appearance standards
consistently.
» Understands and can communicate products and
services available at the resort.
Duties of a hostess
» Check the reservation book for reservations for the next meal
period.
» Notify the supervisor of any parties of more than six.
» Distribute reservations among all servers equally, informing them
of all information necessary. Example, Birthdays, anniversaries, bill
not to be taken to the table or any other unusual requests.
» See that the reservation signs are placed on the tables.
» Inquire with the kitchen what the daily specials are for the shift.
» Always answer the phone politely using a friendly tone and being
informative.
» The telephone must be answered on a maximum of three rings.
» If a customer has any questions, it is your responsibility to answer
them accurately. Therefore, know your product and price list.
» You must have complete knowledge of all food and beverage
menus: The ingredients; the preparation; how items are served
and with what; know your prices; know the daily specials.
» Ask if there is any special occasion or requirements.
» Achievement of budgeted food sales, beverage sales and labor costs.
» Achieve maximum profitability and over-all success by controlling costs
and quality of service.
» Participation and input towards F & B Marketing activities.
» Control of Banquet china, cutlery, glassware, linen and equipment.
» Help in preparation of forecast and actual budget function sheets.
» Completion of weekly schedules. Schedule staff as necessary to ensure
adequate and consistent levels of service.
» To supervise and co-ordinate daily operation of meeting/banquet set-
ups and service.
» Completion of Banquet Bar Requisitions.
» Maintain records for inventory, labor cost, food cost etc.
» Follow-up each function by completing a Function Critique and submit
to the Sales & Food and Beverage Manager.
» Attendance and participation of weekly F & B meeting and Department
Head meeting.
» To assist in menu planning and pricing.
» Development and maintenance of all department control procedures.
» Maintain complete knowledge of and comply with all departmental
policies/service procedures/standards.
» Maintain complete knowledge and strictly abide by state liquor
regulations, particularly those prohibiting service to minors,
intoxicated persons and drunk driving.
» Be familiar with all hotel services/features and local
attractions/activities to respond to guest inquiries accurately.
» Inspect all aspects of the outlet environment ensuring compliance
with standards of cleanliness and order and direct respective
personnel to rectify deficiencies immediately.
» Inspect quality and amounts of garnishes, ensuring agreement to
departmental standards.
» Anticipate guest's needs, respond promptly and acknowledge all
guests, however busy and whatever time of day.
» Resolve guest complaints, ensuring guest satisfaction.
» Ensure that transfer slips and spill sheets are filled out and
distributed in accordance with departmental standards.
» Ensure that each liquor bottle ordered is backed up by an
exchange of an empty bottle of same liquor.
» Monitor Happy Hour set-up and service, ensuring
agreement to Hotel standards.
» Responsibility for the creation of cocktail menus and
Update menu changes on the Point of sale (POS) terminal.
» Development and implementation of new international
trends to set exceedingly expected standards within the
industry
» Implement and ensure the Company Health, Hygiene &
Safety Policy is met at all times.
» Oversee all aspects of the daily operation of the hotel’s Room
Service operation.
» Supervise all Room Service personnel.
» Respond to guest complaints in a timely manner.
» Work with other F&B managers and keep them informed of
F&B issues as they arise.
» Organize all documentation for shift work on a daily basis
including pre-shift reports, daily training topics, shift floor
plan, requisitions for beverage, food and sundries and manage
labor on a daily basis through the time management system.
» Ensure all staff are meeting all established standards of service
through ongoing and recurrent training systems
» Monitor and test service skills of staff, retrain and reinforce all
standards on food and quality and service details daily. Provide
feedback and appraisals as necessary.
» Coordinate and monitor all phases of Loss Prevention in the
Room Service operation.
» Ensure compliance with In Room dining SOP’s .
» Ensure the training of department heads and employees on
SOP’s, report preparation and technical job tasks
» Monitor and supervise the mini-bar department.
» Ensure effective communications between each shifts.
» Supervise the room service area in order to attract, retain, and
motivate the employees.
» Ensure optimal level of service, quality, and hospitality are
provided to guest.
» Regularly review house counts, forecast and VIP list and
maintain the confidentiality of the hotel and its guests
» Ensure the timeliness and accuracy of the amenity set-up and
delivery.
 SOMMELIER
(Wine Taster)

Wine Doctor or steward is a trained and

knowledgeable wine professional,
commonly working in fine restaurants,
who specializes in all aspects of wine
service.
T h e role is more specialized and
informed than that of a wine waiter.
CHEF D E SAL & CHEF D E STAGE

• Head Waiter / Captain Waiter

• Check the appearance of the waiters;
grooming, cleanliness, uniforms and
shoes.
• Supervise the lay-out of the tables.
• Supervise the waiters’ s performance
of mise-en-place.
 CHEF D E R A N G
(Professional Waiter)

•A man who assists customers of a

restaurant.
• One who serves at a table, as in a
restaurant.
 COMMIS DE RANG
(Assistant Waiter)

• Responsible for assisting / helping the

Captain Waiter during operation
Auguste Escoffier (1846-1935)
“Emperor of the World’s Kitchens”
Defined French cuisine and dining during La Belle
Époque
Simplified food preparation and dining
Classified the five families of sauces
He wrote:
Le Livre des menus – a guide to planning meals
Ma cuisine – a survey of cuisine bourgeoisie
(middle class cuisine)
Le Guide Culinaire – still in use today, a
collection of classic cuisine recipes and
garnishes
 B R I G A D A D E CUISINE
(Kitchen Brigade System)

• Is a system of
hierarchy found in
restaurants and
hotels employing
extensive staff,
commonly referred
to as "kitchen staff"
in English speaking
countries.
 CHEF D E CUISINE
(Chief of Kitchen)

• Is responsible for overall m anagem ent of

kitchen;
- supervises staff, creates menus and new
recipes with the assistance of the
restaurant manager
- makes purchases of raw food items,
trains apprentices, and maintains a sanitary
and hygienic environm ent fo the preparation
of food
 SOUS CHEF
(Sub Chief / Deputy Kitchen Chef)

• Receives orders directly from the chef de

cuisine for the management of the kitchen.
• Often serves as the representative when
the chef de cuisine is not present
 CHEF D E PARTIE
(Station Head)

• Is responsible for managing a given

station in the kitchen, specializing in
preparing particular dishes there.
• Those who work in a lesser station are
commonly referred to as a demi-chef.
 CUISINIER
(Cook)

• Is an independent position, usually

preparing specific dishes in a station;
may also be referred to as a cuisinier
de partie
 C O M M IS
(Junior Cook)

• Also works in a specific station, but

reports directly to the chef de partie
and takes care of the tools for the
station.
 SAUCIER
(Saute’ Station Chef)

• Prepares sauces and warm hors

d'oeuvres, completes meat dishes,
and in smaller restaurants, may work
on fish dishes and prepare sautéed
items. This is one of the most
respected positions in the kitchen
brigade, usually ranking just below the
chef and sous-chef.
 ROTISSEUR
(Roast Station Chef)

• Responsible for the preparation of all

roasted items / foods
• Manages a team of cooks that roasts,
broils, and deep fries dishes
 G RILLARD IN
(Grill Station Chef)

• In larger kitchens, prepares grilled foods

instead of the rôtisseur
• Responsible for all the grilled and boiled foods
 POISONNIER

(Fish Station Chef”

Responsible for the preparation of all fish and seafood

dishes.
 FRITURIER

(Fry Station Chef)

Responsible for fried m eats, seafood and etc. In

larger kitchens, prepares fried foods instead of the
rôtisseur
 POULET

(Chicken Station Chef)

Responsible for the preparation of all chicken or poultry

dishes
 LEGUMIER
(Vegetable Station Chef)

• In larger kitchen, also reports to the

entremetier and prepares the
vegetable dishes.
 POTAGER
(Soup Station Chef)

• In larger kitchens, reports to the

entremetier and prepares the soups.
 ENTREMETRIER
(Entrée Preparer)

• Prepares soups and other dishes not

involving meat or fish, including
vegetable dishes and egg dishes.
• Vegetables and legumes specialist
 GARDE MANGER
(Pantry Supervisor / Literally “Food Keeper”)

• Is responsible for preparation of cold

hors d'oeuvres, ---(or durv) prepares
salads, organizes large buffet displays,
and prepares charcuterie --- items.
 PA T ISSIER
(Pastry Chef)

• Responsible for preparation of baked

as well as pastry and sweets.
• Prepares desserts and other meal-end
sweets, and for locations without a
boulanger, also prepares breads and
other baked items; may also prepare
pasta for the restaurant.
 CONFISEUR

(Petit Foars Preparer)

In larger restaurants, prepares candies and petits fours

instead of the pâtissier.
 GLACIER
(Frozen and Cold Dessert Preparer)

• In larger restaurants, prepares frozen

and cold desserts instead of the
pâtissier.
• Makes Ice carving for presentation.
 DECORATEUR
(Cake Designer/Decorator)

• In larger restaurants, prepares show

pieces and specialty cakes instead of
the pâtissier.
 BOULANGER
(Baker )

• In larger restaurants, prepares bread,

cakes, and breakfast pastries instead
of the pâtissier.
 CHEF D E V I N
(Bar Helper)

• The one who assist the Bartender.

 D E M I CHEF
(Line Cook)

• Ensures all food is prepared fresh and

is of the highest quality
• Ensures team reports to work on-time
and in a clean uniform
• Consistently checks temperatures in
foods and follows proper procedures
in regards
 T O UR N A N T
(Spare Hand / Rounds Man)

• M oves throughout the kitchen,

assisting other positions in kitchen.
 APPRENTICE

• Are often students gaining theoretical

and practical training in school and
work experience in the kitchen.
 PLONGEUR
(Dishwasher)

• Cleans dishes and utensils, and may

be entrusted with basic preparatory
jobs.
 M A R M ITO N
(Pot and Pan Washer)

• In larger restaurants, takes care of all

the pots and pans instead of the
plongeur.
 BOUC HER
(Butcher)

• Butchers meats, poultry, and

sometimes fish; may also be in charge
of breading meat and fish items.
 ABOYEUR
(Announcer / Expediter)

• Takes orders from the dining room

and distributes them to the various
stations; may also be performed by
the sous-chef de partie.
 COMMUNARD
(Staff Server)

• Prepares the m eal served to the

restaurant staff.
 G A R C O N D E CUISINE
(Literally “Kitchen Boy”)

• In larger restaurants, performs

preparatory and “auxiliary” (back-up)
work for support.
1. Knowledge of food and drink
» The staff must have sufficient knowledge
of all the items on the menu and wine list
in order to advise and offer suggestions to
customers. Furthermore they 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 drink, in the correct
glass and at the right temperature
2. Punctuality
» Punctuality is all important. If the
staff are continually late on duty
it shows lack of interest in work
and a lack of respect for
management.
3. Local knowledge
» In the interest of customers the staff
should have a certain knowledge of the
area in which they work so they may be
able to advise the guests on the various
forms of entertainment offered, the best
means of transport to places of interest
and so on.
4. Attitude to customers
» The correct approach to the customer is of the
utmost importance. The staff must not be servile,
but anticipate the customer’s needs and wishes.
A careful watch should be kept on customers at all
times during the service without staring. Care
should always be taken when dealing with
difficult customers. (There is really no such thing
as a ‘difficult’ customer – they are normally
people whom one is uncertain how to handle.)
Customers should never be argued with as this
will only aggravate the situation, but all
complaints should be referred to someone in
authority in the food service area.
5. Memory
» This is an essential asset to food and
beverage service staff. It may help
them in various ways in their work if
they know the likes and dislikes of
customers, where they like to sit in
the food service area, what are their
favorite drinks and so on.
6. Honesty
» This is all important to the staff in
dealings with both the customer and the
management. If there is trust and
respect in the triangle of staff, customer
and management relationships, then
there will be an atmosphere of work
which encourages efficiency and a good
team spirit amongst the food and
beverage service operators.
7. Loyalty
» The staff’s obligations and loyalty are firstly to
the establishment in which they are employed
and its management.
8. Customer satisfaction
» The food and beverage service staff
must see that the guests have all they
require and are completely satisfied. It
is of great importance to anticipate a
customer’s needs. If he/she is
comfortable in the surroundings then
this is because of the warm and friendly
atmosphere in the food service area,
and the team spirit amongst the waiting
staff.
9. Complaints
» The staff should have a pleasant manner,
showing courtesy and tact, an even temper
and good humor, and never displeasure
even though at times things may be
difficult. They should never argue with a
customer and, if they cannot deal with the
situation, it should be referred immediately
to a senior member of the team who,
because of his/her greater experience, will
be able to calm the guest and put right any
fault. Remember loss of time in dealing with
complaints only makes the situation worse.
10. Sales ability
» As has already been mentioned, the
staff work in the front of the house
– the food service area – and they,
to a large extent, reflect the image
of the establishment. They are
salespeople and must therefore
have a complete knowledge of all
forms of food and drink and their
correct service.
11. 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.
12. Conduct
➢ The staff’s conduct should be
impeccable at all times, especially in
front of customers. The rules and
regulations of an establishment
must be followed, and respect
shown to all senior members of
staff.
13. Personality
» The staff must be tactful, courteous,
good humored and of an even temper.
They 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 staff will help the
management by becoming good sales
people.
» A shower or bath should be taken daily
» Always use deodorants
» Aftershave and perfumes should not be too strong
» Sufficient sleep, an adequate and healthy intake of food, and regular exercise
will keep you in a healthy condition and allow you to cope with the
pressures and stress of work
» Pay particular attention to your hands. They must always be clean, free of
nicotine stain and with clean, well-trimmed nails
» No nail varnish should be worn
» Males should be clean shaven with any moustache neatly trimmed
» Females should only wear light make-up
» Ear-rings should not be worn with the possible exception of studs
» Your uniform should be clean, starched as appropriate and neatly pressed.
» All buttons must be present
» Hair must at all times be clean and well groomed.
» Shoes must be comfortable and clean, and of a plain, neat design.
Fashion is not important here (i.e. high heels and trainers), but rather
safety and foot comfort
» Your teeth should be brushed immediately before coming on duty
» Cuts and burns should be covered with the correct dressings
» Any colds or other possible infections should be reported immediately
» Your hands should be washed immediately after using the toilet,
smoking or dealing with refuse. Use hot water and soap
» Try to avoid any ‘mannerisms’ that you may have, such as running
your fingers through your hair, chewing gum, or scratching your face
» Excessive jewelry must not be worn. Follow your establishment
policy
» Always remember that your standards will mirror the establishments
standards – aim high at all times.