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
ALLUMETTE
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
138. Head
waiter
Maitre d’
hotel
139. Station
waiter Chef de rang
140. Bus boys / trainee
commis debarrasseur
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. Punctuality during working
hours will reflects on the employee’s work and helps to create an impression
worthy of appreciation .
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.
Mise-en-place - Putting in place
Mise-en-scene – refers to preparing the environment of the area in order
to make it pleasant, comfortable, safe, and hygienic.
Commis - French term for
assistant
Banquet
Lounge
Salesmanship
Suggestive selling
Impulse buying
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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