Food and Beverage Services NC II: Lesson 2: Organization and Responsibilities of Food and Beverage Operation

2. Lesson 2: Organization and Responsibilities of Food and Beverage Operation

2.1 THE FOOD AND BEVERAGE ORGANIZATIONAL CHART FOOD AND BEVERAGE DIRECTOR/MANAGER • One who is in charge of planning, organizing, leading, and controlling the food and beverage division in achieving its common goals especially in the delivery of the required standards of the service. The F and B director or manager oversees the outlet or restaurant manager, the room service manager, the bar manager, and the banquet/catering manager. RESTAURANT MANAGER/OUTLET MANAGER • He is in-charge of overseeing his assigned outlet and is empowered to lead his team to achieve the objectives of the dine service. Same as the director, he is the one planning, organizing, leading, and controlling but only within his boundaries of job description as an outlet manager. SENIOR CAPTAIN/ RESTAURANT SUPERVISOR • Organize, supervise and train all service personnel in the restaurant with a view to providing quick and personalized food and beverage service to guests. CAPTAIN WAITER or HEAD WAITER (MAITRE D’HOTEL) • To organize and supervise an assigned restaurant station with a view to providing fast and efficient food and beverage service WAITER or SERVER (CHEF DE RANG) • To provide quick and personalized food and beverage service to guests at allotted tables as per standards of service laid down and to guest satisfaction. RESTAURANT HOSTESS (RECEPTIONNISTE) • To receive and record table reservations requested for the restaurant. To extend warm and courteous welcome and hospitality to guests visiting the restaurant and allot them a table. BUSBOY or RUNNER or ASSISSTANT WAITER (COMMIS DE RANG) • To provide supportive help to stewards in mis-en-place, clearance of soiled dishes, table set-ups, replenishing guests water and drinks, and ultimate food and beverage service to guests. WINE BUTLER or WINE WAITER (SOMMELIER) • To present and serve wine and spirits to guests as per the standards of the establishments. CARVER (TRANCHEUR) • To present and serve prepared roasts to guests as per the standards of the establishment. ROOM SERVICE MANAGER (DIRECTEUR DU SERVICE EN CHAMBRE) • He has the same duties and responsibilities with the outlet manager and does managerial task of the room service manager. He also covers the room service department, to include the planning, organizing, leading, and controlling to ensure the quality of the service at hand. ROOM SERVICE CAPTAIN (CAPITAINE DU SERVICE EN CHAMBRE) • He takes charge that the delivery of the standard of service is practiced by the room service wait staff. The duties and responsibilities of the room service captain is similar with restaurant captain. They only differ with actual execution because room service captain deals with room service while the restaurant captain is in the outlet. ROOM SERVICE ORDER TAKER (PRENUER D’ORDRE DE SERVICE EN CHAMBRE) • He receives the call orders from the guests’ rooms and conveys this to the personnel assigned to deliver the prescribed standard of the room service. In the presence of the room service captain, the message is properly transmitted through channels to avoid complaints or to take actions immediately when necessary. ROOM SERVICE WAIT STAFF (SERVUER DE SERVICE EN CHAMBRE) • The one who is responsible to deliver the food and beverage orders of the guest in their room. BAR MANAGER (GERANT DE BAR) • He is in charge of managing the bar; has the same obligations with the other managers that focus mainly on the assigned outlet. They do planning, organizing, leading, and controlling and conveying information to the team and delivering the prescribed standards in serving beverage. BAR CAPTAIN (CAPITIANE DE BAR) • This one is in charge in supervisory tasks keeping everything intact and making sure that his subordinates comply with the standard operating procedures. If there is a captain in the dining area who’s concerned is mainly food, bar captain’s focus are beverages. BARTENDER (BARMAN) • The bartender is the one who is in charge of mixing alcoholic and non-alcoholic beverages local or international. Bartenders do not only mix drinks, they also perform entertainment associated with their work areas like flair tending. BAR BOY/BAR BACK (BARRE ARRIERE) • If there is a runner in the dining area in the bar, we call him bar boy. He helps the bartender in doing the mise-en-place, clearing the glasses, preparing garnishes and other things where he could be of help within the bar station. BANQUET MANAGER (DIRECTEUR DE BANQUET) • Upon the orders from the F and B director, the banquet manger will now start the planning, organizing, leading and directing the team banquet to mise-en-place the function room or hall before the guests arrive in a given period of time. He then talks to his men delegating duties and responsibilities to give best results of the endeavor. BANQUET CAPTAIIN (CAPITAINE DE BANQUET) • The banquet captain is the supervisor of the team for he oversees his men and assures that they are well assigned in their field of expertise. BANQUET WAIT STAFF (SERVEUR DE BANQUET) • The banquet wait staffs are in charge of assisting the guest to their needs during the function within the limits of the menu and the services required. BANQUET RECEPTIONIST (RECEPTIONNISTE DE BANQUET) • The banquet receptionist is the one greeting and assisting guest to their table. A receptionist must possess a good and pleasing personality; a good conversationalist to make the guest feel at home upon approaching the hall or the function room 2.2 Associated Departments of Hotel Food Service Kitchen: a kitchen is a place where food is prepared Butchery: in this section, raw meats are cut from wholesale cuts and carcasses into smaller portions of given weight ready for cooking. This section also is responsible for curing meats like bacon, sausages and hams by having curing chambers. Garde Manger: is the section where cold dishes such as hors d’oeuvres, cold meat cuts, salads, galantines and pates are made. Hot Range: it is the main cooking range where hot foods are made. They have wide variety of equipment for ranges and cooking. Chef-de-cuisine is the head of the kitchen responsible for planning, organizing and controlling the kitchens operation. His main concern is to maintain the established food cost, which he achieves through strict food control. He drives the food safety programs and ensures that all staff is hygienic. Sous Chef: is the deputy who shares some of the Chef –de-cuisine’s responsibilities. He directs kitchen operation in his absence. Chef-de-parties: are supervisors responsible for a section in the kitchen. They translate the management’s policies and procedures into their sections. Specialist Chef-de-parties are those who developed skills in specific field of the kitchen. They are the: 1. Chef Tournant- a reliever chef or swing chef who can replace any of the regular chef-de-parties in their absence. Therefore this specialist has to have a wide variety of cooking skills. 2. Chef Saucier: is a specialist in sauces. 3. Chef Patissier: is specialized in confectionary items specially cakes and pastries. 4. Chef Rotisseur is skilled in roasts and grills and is assisted by the Grillardin and the Savourier. Grill cook and savories cook respectively. 5. Aboyeur- is the announcer of dishes for preparation of various sections, once orders come in from the restaurant. He is also known as the ‘barker’ who coordinates the restaurant orders with the kitchen. 6. Chef Garde Manger- responsible for the cold kitchen preparations. 7. Chef Bouchier is the expert in butchery and meat cuts. Another variation to the butcher is the Chef Charcutier who is expert on pork based items like sausages, ham, etc. 8. Chef Poissonier- specializes in fish preparations. 9. Chef Potager- responsible for the Soup section. 10. Chef Communar- responsible for the staff cafeteria meals. 11. Chef Entremetier- who prepares vegetable dishes. 12. Chef Volailler- the poultry man specialized in chicken items and game birds. 13. Breakfast Cooks- specialist of breakfast items including various preparation of eggs, pancakes, and breakfast meats. 14. Chef de Banquets- specialist in the preparation for quantity cooking for banquets. 15. Chef de Nuit (the night cook) specialist in their own way as he is multi-skilled to prepare food from any section of the kitchen. 16. Commis: are general cooks who make the food items. They may be given titles of Commis I, Commis II and Commis III based on their experience and skill level. 2.3 PROFESSIONAL ETHICS FOR GOOD SERVICE PERSONNEL “Customers judge a restaurant, bar or hotel not only by the quality of food and facilities, but also by the kind of people who serve them.” Service personnel reflect the image of the company. They must therefore carry themselves in a professional manner to make a good impression. Professionalism is quality that is projected in terms of: A. Physical Projection a. It is advisable to require employees to wear a uniform. But it must be properly pressed, no sagging hemline, not faded, etc. If not into uniform, they should refrain from wearing too casual attire like step-in, denim pants, t-shirt without collar, etc. b. Avoid too many jewelleries, dangling earrings, low neckline or too much make up. c. Always carry a pleasant smile and positive disposition so that others will feel more comfortable and at ease with you. d. Be careful of overtones- tone volume and body language. Avoid unpleasant non-verbal like sneering look, crossing arms, pointing finger, frowning face, deep sighs, biting lips, shaking head. Keep a low modulated tone and volume. e. Maintain poise and posture by direct eye contact, erect posture, refraining from unpleasant mannerisms like scratching head, etc. f. Strictly observe the following grooming standards: o HAIR - Clean, neatly combed; no dandruff - Ladies hair should be clipped on both sides or breaded (if it is long) - Length of men’s hair should not go beyond collar and the side hair must not cover the ears. - Bangs should be avoided - Refrain from using hair colours or hair dyes o UNIFORMS - Must be comfortably fit; no sagging hemline - Properly buttoned; sleeves should never be folded nor rolled - Clean and well pressed; free from stains nor wrinkles o FACE - Ladies should apply light make up. - Not oily - Free from pimples and blemishes o MOUTH - Free from bad breath. - No tooth decay o EARS - Clean and free from visible dirt inside and outside - Earrings are never appropriate for men; ladies should never wear dangling earrings o BODY - Free from body odor; apply deodorant daily - Daily shower is a must. o FINGERNAILS - Clean and free from dirt - Should be short and properly trimmed. o SHOES AND SOCKS - Should be clean and well-polished; heels in good condition - Change daily with fresh ones - Ladies should wear stockings but must be ensure it has no ‘run’ or damage. o PERFUMES - Using of perfume is not allowed much as the smell contaminates the food. B. Verbal Projection a. Speak with clarity or speak in audible b. Observe right speed, not too fast or too slow. c. When receiving messages, always seek to confirm or clarify anything that sounds unclear. d. Accept and respect the opinion and ideas of others. e. Make it a habit to use magic words. f. Avoid saying directly no or cannot be when turning down a request. g. Be sensitive to the feelings and self-esteem of others. h. Listen with interest and undivided attention. C. Work Behaviour and Habit A professional waiter/server must behave with gentleness and in strict observance to the rules of basic courtesy and work ethics. o Some habits to be avoided are - Smoking, coughing/sneezing - Scratching body parts - Tasting food in view of the customers. - Handling food with bare hands - Yawning - Using sign language - Shouting, giggling, loud conversation and horse playing - Leaning on walls, tables and chairs - Chewing gum - Suggesting or demanding for a tip - Counting tips in view of the customers - Airing grievances against the company to the customer - Too much familiarity with the customers - Singing/Whistling - Use of rude and insulting language. - Pointing at something or someone with a finger.

SUBJECT TITLE:	FOOD AND BEVERAGE SERVICES NC II
NOMINAL DURATION:	160 HOURS
SUBJECT DESCRIPTION:	This course is designed to enhance the knowledge, skills and attitude in FOOD AND BEVERAGE SERVICES NC II in accordance with industry standards. It covers core competencies on cleaning bar areas, operating a bar, preparing and mixing of cocktails, providing link between kitchen and service areas, providing room service, providing food and beverage service, developing and updating of food and beverage knowledge and providing wine services.
STUDENT ENTRY REQUIREMENTS:	Student must possess the following qualifications, must be: · Able to communicate both oral and written. · Physically and mentally fit. · With good moral character. · Can perform basic mathematical and logical computations. · Analytical and logical thinking.

Lesson 1: Introduction Food and Beverage Services Nominal Hours: 5
L.O. 1.1	Definition and Evolution of Food and Beverage Services
L.O. 1.2	Types and Sectors of Food Service Industry
L.O. 1.3	Food Service Method
L.O. 1.4	Restaurant Service
L.O. 1.5	Restaurant Lay-out
Lesson 2: Organization and Responsibilities of Food and Beverage Operation Nominal Hours: 5
L.O. 2.1	Organizational Chart of Food and Beverage Industry
L.O. 2.2	Associated Departments of Hotel Food Service
L.O. 2.3	Professional Ethics for Good Food Service Personnel
Lesson 3: Restaurant Equipment, Supplies and Table Appointments Nominal Hours: 10
L.O. 3.1	Service Equipment and Supplies in Restaurant Service
L.O. 3.2	Table Appointments
L.O. 3.3	Sanitation and Safety standards in handling food service equipment
Lesson 4: Menu Nominal Hours: 5 Learning Objective:
L.O. 4.1		Definition of Menu
L.O. 4.2		Structure of the Menu
L.O. 4.3		Basic categories of menu
L.O. 4.4		Menu Planning
L.O. 4.5		Menu Format
Lesson 5: Art of Napery Nominal Hours: 15
L.O. 5.1	Basic Napkin Folds
L.O. 5.2	Flat Napkin Folds
L.O. 5.3	Standing Napkin Folds
L.O. 5.4	Object/Dependent Napkin Folds
Lesson 6: Table Skirting Nominal Hours: 15
L.O. 6.1	Styles of Table Skirting
Lesson 7: Tray and plate handling technique Nominal Hours: 10
L.O. 7.1	Plate Carrying
L.O. 7.2	Tray Carrying
L.O. 7.3	Unloading Tray
Lesson 8: Table lay-out and setup Nominal Hours: 15
L.O. 8.1		Standards of Table Setup
L.O. 8.2		Set-up Procedures
L.O. 8.3		Types pf Table Set-up
Lesson 9: Pre-meal Service Nominal Hours: 15
L.O. 9.1		Mise-en-place
L.O. 9.2		Errands for Food Service Preparation
L.O. 9.3		Restaurant reservation
Lesson 10: Sequence of Table Service Nominal Hours: 45
L.O. 10.1		Meet and greet guest
L.O. 10.2		Escorting and seating customer
L.O. 10.3		Offering pre-meal services
L.O. 10.4		Presenting menus and drink list
L.O. 10.5		Take food and beverage orders
L.O. 10.6		Transfer orders to kitchen for service
L.O. 10.7		Adjust settings and covers
L.O. 10.8		Serve foods
L.O. 10.9		Serve drinks
L.O. 10.10		Present accounts to guest
Lesson 11: Room Service Nominal Hours: 20
L.O. 11.1		Definition of room service
L.O. 11.2		Kinds of room service
L.O. 11.3		Take guest room service order
L.O. 11.4		Set-up trays/trolley for room service
L.O. 11.5		Delver room service order
L.O. 11.6		Present room service
L.O. 11.7		Clear room service