1. Chapter 8: Food and Beverage

3. Standard Operating Procedures: Cycle of F&B Product Control Step 1: Purchasing Step 2: Receiving Step 3: Storing Step 4: Issuing Step 5: Pre-Preparation Step 6: Preparation Step 7: Serving Step 8: Service

4. Cycle of F&B Product Control (continued…) Effective use of perpetual & physical inventory systems Control of product quality Securing products from theft Location of products within storage areas Step 4: Issuing Product rotation concerns Matching issues (issue & usage) Purchasing as inventory is depleted Development of receiving procedures Completion of necessary receiving reports (e.g., addressing financial and security concerns) Develop purchase specification Supplier selection Purchasing correct quantities No collusion between property and supplier Evaluation of purchasing process Step 1: Purchasing Step 2: Receiving Step 3: Storing

5. Cycle of F&B Product Control (continued…) Step 8: Service Mise-en-place Minimizing food waste / maximizing nutrient retention Use of standardized recipes Use of portion control Requirements for food and employee safety Timing of incoming F&B orders Portion control Revenue management concerns Revenue control concerns Serving alcoholic beverage responsibly Sanitation and cleanliness F&B server productivity Step 5: Pre-Preparation Step 6: Preparation Step 7: Serving

6. Personnel Requirement Similarities: Hotel & Restaurant Foodservices Practice of empowerment To meet unanticipated guest needs effectively Transferring some decision-making responsibility and power to front-line employees Enhancing service to guests and increasing profits for the organization Staff must be trained in standardized procedures. Managers must provide clear direction to employees. Managers must provide necessary resources.

8. Marketing-related Differences: Hotel & Restaurant Foodservices Restaurants: locations easily accessible to potential guests Hotels: locations most accessible to guests desiring lodging accommodations Restaurants: locations easily accessible to potential guests Hotels: locations most accessible to guests desiring lodging accommodations For hotels, F& B service is viewed as an amenity or secondary (sale of guestrooms is primary objective) Location within the community Location within a hotel Menu

9. Room Service Operations: Profitability Concerns Why lose money? Relatively few properties generate profits from room service Very high labor costs High expenses incurred for capital costs - delivery carts / warming devices Why offered? How to offset losses? High expenses incurred for capital costs - Delivery carts / warming devices Offer hospitality suite business Provide hosted events Service to guests Impacts hotel rating - some guests select hotels based on room service availability

10. Room Service Operations: Menu Planning Factors Quality Concerns Cross-Selling Menu Language Advertising availability of other hotel services - dinner menu providing info about Sunday brunch Less likely to oversee room service food quality Must offer products maintaining quality during holding and transportation to guest room (example: problems with omelet & French fries) Language barriers for international guests - uses of pictures and multi-lingual menu descriptions Clearly state ordering-requirements - minimum order charges / mandatory tipping policies

12. Room Service Operations: Within-Room Service Training issues for room service attendants Presenting guest check and securing payment Opening wine bottles (where applicable) Providing an attitude of genuine hospitality Explaining procedures to retrieve room service items Asking guests where room service meal should be set up

13. Banquet Operations: Profit Opportunities Well-planned banquets can be profitable! Banquet menu has higher contribution margin. - banquets frequently celebrate special events Forecasting & planning production, service and labor are relatively easy. - formal guarantee is made - less likelihood of overproduction of food with subsequent waste Beverage sales from hosted or cash bars increase profit. - capable of increasing alcoholic beverage sales Increasing market share of the community’s banquet business Increasing property’s profitability

14. Banquet Operations: Menu Planning Factors / concerns for planning banquet menus Guest preferences Ability to deliver desired quality products Availability of ingredients required to produce the menu Production / service staff with appropriate skills Equipment / layout / facility design issues Nutrition issues Sanitation issues Peak volume production / operating concerns Ability to generate required profit levels

15. Banquet Operations: Service Styles Butler service Appetizers and pre-poured champagnes can be served by service staff at a reception while guests stand. Buffet service Quantities of food are pre-arranged on a self-service line; guests pass along the line and help themselves Family style (English style) Platters and bowls of food are filled in the kitchen and brought to guests’ tables French service Meals are prepared or finished at tableside by service staff: (e.g., tossing Caesar salad / flambéing entrée) Platter service Production staff plate food in the kitchen; service staff bring it to the table to place individual portions on guests’ plates Plated service (American service) Production staff pre-portion food on plates in kitchen; service staff serve to guests

16. Banquet Operations: Beverage Functions Various ways to charge for beverage Individual drink price Collecting cash or a ticket when each drink is sold Bottle charge Charging on a by-bottle basis for each bottle consumed / opened Per-person charge Charging a specific price for beverages based on attendance at the event Charging the host a specific price for each hour of beverage service Using hours of beverage service; charging number of drinks / hour X number of guests Hourly charge Specific per- event charge

17. Banquet Operations: Banquet Room Set-Up Size Timing Two critical concerns Determined by : number of expected guests local fire safety codes / ordinances types and sizes of tables, chairs, other equipment number of seats per table required space for aisles, dance floors, band stands, other entertainment, head tables, etc. reception / buffet tables Becomes critical when: the same room to be used same day for different functions when large evening event precedes following day’s large breakfast event in same room