DEPARTMENTAL ORGANISATION & STAFFING

A.      

                 A.Organisation of F&B department of hotel

Designations of Restaurant organisation in French, English, and American

French terms                                         British Terms                                        American terms

Directeur du restaurant                         Restaurant manager                               Restaurant Manager

Maître d'hôtel                                        Head waiter                                             Senior Captain

Maître d'hôtel de carré                          Station head waiter                                 Captain

Chef de rang                                         Station Waiter                                          Stewards

Demi-chef de rang                                Junior Station waiter                                Assistant steward

Commis de rang                                    Waiter                                                      Bus boy

Commis debarrasseur                           Apprentice                                               Trainee

D. Duties & responsibilities of F&B staff

Food and beverage manager

Depending on the size of the establishment, the food and beverage manager is either responsible for the implementation of agreed policies or for contributing to the setting up of the food and beverage policies. The larger the organisation the less likely the manager is to be involved in policy setting. In general, food and beverage managers are responsible for:

·          ensuring that the required profit margins are achieved for each food and beverage service area, in each financial period

·          updating and compiling new wine lists according to availability of stock, current trends and customer needs

·          compiling, in liaison with the kitchen, menus for the various food service areas and for special occasions

·          purchasing of all materials, both food and drink

·          ensuring that quality in relation to the price paid is maintained

·          determining portion size in relation to selling price

·          ensuring staff training, sales promotions and the maintenance of the highest professional standards l

·          employing and dismissing staff

·          holding regular meetings with section heads to ensure all areas are working effectively, efficiently and are well co-ordinated.

Restaurant manager/supervisor

The restaurant manager or supervisor has overall responsibility for the organisation and administration of particular food and beverage service areas. These may include the lounges, room service (in hotels), restaurants and possibly some of the private function suites. It is the restaurant manager who sets the standards for service and is responsible for any staff training that may be required, either on or off the job. They may make out duty rotas, holiday lists and hours on and off duty and contribute to operational duties (depending on the size of the establishment) so that all the service areas run efficiently and smoothly.

Reception head waiter/receptionist

The reception head waiter or receptionist is responsible for accepting bookings and for keeping the booking diary up to date. They will take reservations and work with the head waiter to allocate these reservations to particular stations. The reception head waiter or receptionist greets customers on arrival and takes them to the table and seats them.

Head waiter/maître d’hôtel/supervisor

The head waiter has overall charge of the staff team and is responsible for seeing that all the pre-preparation duties necessary for service are efficiently carried out. The head waiter will aid the reception head waiter during the service and will possibly take some orders if the station waiter is busy. The head waiter also helps with the compilation of duty rotas and holiday lists and may relieve the restaurant manager or reception head waiter on their days off.

Station head waiter/section supervisor/service captain

For larger establishments the restaurant area is broken down into sections. The station head waiter has overall responsibility for a team of staff serving a number of stations within a section of the restaurant area. Each of the sets of tables (which may be anything from four to eight in number) within the section of the restaurant area is called a station. The station head waiter will also assist in taking food and beverage orders and assist with service if required.

Station waiter/chef de rang

The chef de rang or station waiter provides service to one set of tables (between about four and eight) known as a station within the restaurant area. The station waiter will take the food and beverage orders and carry out service at the table with the help of the demi-chef de rang.

Assistant station waiter/demi-chef de rang

The assistant station waiter or demi-chef de rang is the person next in seniority to the station waiter and assists as directed by the station waiter.

Waiter/server/commis de rang

The waiter or commis de rang acts by instruction from the chef de rang. This person mainly fetches and carries, may do some of the service of either vegetables or sauces, offers rolls, places plates upon the table and helps to clear the tables after each course. During the pre-preparation period much of the cleaning and preparatory tasks will be carried out by the commis de rang.

Trainee commis/debarrasseur/apprentice

The trainee commis or debarrasseur is the apprentice or learner who wishes to take up food service as a career. The debarrasseur will carry out many of the tasks during the pre-preparation periods. During the service this person will keep the sideboard well stocked with equipment and may help to fetch and carry items as required for the bar or kitchen. As their skills develop, they will also begin to assist in the service at the table.

Carver/trancheur

The carver or trancheur is responsible for the carving trolley and the carving of joints at the table as required. The carver will plate up each portion and serve with accompaniments as appropriate.

Floor or room service staff/chef d’étage/floor or room waiter

The floor or room service staffs are often responsible for a complete floor in an establishment or, depending on the size of the establishment, a number of rooms or suites. Room service of all meals and beverages throughout the day is normally only offered by a first class establishment. In smaller establishments room service may be limited to early morning teas and breakfasts with the provision of in-room mini bars and tea and coffee facilities.

Lounge staff/chef de sale

Lounge service staff may be employed only for lounge service within larger establishments. In a smaller establishment it is usual for members of the food service staff to take over these duties on a rota basis. The lounge staff are responsible for the service of morning coffee, afternoon teas, apéritifs and liqueurs before and after both lunch and dinner and any coffee required after meals. They are responsible for setting up the lounge in the morning and maintaining its cleanliness and presentation throughout the day.

Wine butler/wine waiter/sommelier

The sommelier is responsible for the service of all alcoholic drinks and non-alcoholic bar drinks during the service of meals. The sommelier must also be a good sales person. This employee should have a thorough knowledge of all drink to be served, of the best wines and drinks to go with certain foods, and of the liquor licensing laws in respect of the particular establishment and area.

Bar staff/bar tender/mixologist

The people working within bar areas must be responsible and competent in preparing and serving a variety of wine, drinks and cocktails. They should have a thorough knowledge of all alcoholic and non-alcoholic drinks offered within the establishment, the ingredients necessary for making cocktails and knowledge of the liquor licensing laws to ensure legal compliance. A mixologist is an employee who mixes and serves alcoholic beverages at a bar and is also often used as a name for people who create new mixed drinks. The term can also mean a cocktail maker or simply bartender. Mixology is the art of making mixed drinks.

Barista

The word barista is of Italian origin. In Italian, a barista is a male or female bartender who typically works behind a counter, serving both hot and cold beverages as well as alcoholic beverages. Barista does not mean specifically a coffee maker although it is now often used as such. The plural in English is baristas.

Buffet assistant/buffet chef/chef de buffet

The chef de buffet is in charge of the buffet in the room, its presentation, the carving and portioning of food and its service. This staff member will normally be a member of the kitchen team.

Cashier

The cashier is responsible for billing and taking payments or making ledger account entries for a food and beverage operation. This may include making up bills from food and drink checks or, in a cafeteria for example, charging customers for their selection of items on a tray.

Counter assistants

Counter assistants are found in cafeterias where they will stock the counter and sometimes serve or portion food for customers. Duties may also include some cooking of call order items.

Table clearers

Again, table clearers can be found in seating areas where there is no waiter service. These people are responsible for clearing tables using trolleys specially designed for stacking crockery, glassware, cutlery, etc.

Function catering/banqueting staff/events staff

In establishments with function catering facilities there will normally be a number of permanent staff. These will include the banqueting and conferencing manager, one or two assistant managers, one or two head waiters, a dispense person and a secretary to the banqueting and conferencing manager. All other banqueting, conferencing and events staff is normally engaged as required on a casual basis. In small establishments where there are fewer events, the manager, assistant manager and head waiter will undertake the necessary administrative and organisational work.

B. Principal staff of various types of F&B operations 

C. French terms related to F&B staff

Chef d’ étage: He is a floor waiter, room service waiter who brings food in guest room on order of the guest.    

Chef de Salle: He is a lounge waiter provides a subsidiary service for visitors and guests relaxing or meeting their friends at the lobby.

Chef de Wagon: He is a trolley waiter who serves the food instantly as trolleys also carry the bunch of plates and cutlery. Mostly the guest is given an option to pick and choose food.

Chef de Buffet: He is a buffet waiter who is exclusively trained in joining tables, and setting up the buffet. Spreading a buffet is a highly skilled activity requiring great experience, art and innovation.

Chef de Vin: He is a wine waiter who should have knowledge of quality and various aspects of wine, be able to read labels, comprehend the meaning and to describe to the guest.

Commis: It’s a French term for assistant.

        Mise-en-place: Keeping things in order for service and preparation.

Mise-en-scène: Keeping the work area presentable and comfortable.

Sommelier: A sommelier is a wine steward in a restaurant, hotel, or other food establishment, who usually has extensive knowledge about wine and food pairings and is responsible for the service of wines and other alcoholic beverages.

Wait staff: People serving in café or restaurant.

E. Attributes of a waiter

Appearance and behaviour contribute to the first impression others have of you and are seen as a reflection of the hygiene standards of the establishment and the quality of service to come.

Professional and hygienic appearance

All staff should be aware of the factors listed below and it is their individual responsibility to ensure that they are put into practice:

·          Staff should be clean and should use deodorants (but not strong smelling ones).

·           Aftershave and perfumes should not be too strong (as this may have a detrimental effect on the customer’s palate).

·          Sufficient sleep, an adequate and healthy intake of food and regular exercise is essential for good health and the ability to cope with the pressures and stress of work.

·          Particular attention should be paid to the hands. They must always be clean, free of nicotine stains and with clean, well-trimmed nails.

·          Teeth should be brushed before coming on duty and the breath should be fresh smelling.

·           Men should normally be clean-shaven or with any moustache or beard neatly trimmed.

·           Women should only wear light make-up. If nail varnish is worn then it should be clear.

·           Earrings should not be worn with the possible exception of studs/sleepers.

·          Uniform must be clean, starched as appropriate and pressed. All buttons must be present.

·          Hair must be clean and well groomed. Long hair must be tied up or back to avoid hairs falling into foods and drinks and to avoid repeated handling of the hair.

·          Shoes must be comfortable and clean, and of a plain, neat design. Fashion is not as important here as safety and foot comfort.

·          Cuts and burns should be covered with waterproof dressings.

·          Any colds or other possible infections should be reported immediately.

·          Hands should be washed immediately after using the toilet, smoking or dealing with refuse. Hot water and soap must be used.

·          Staff should try to avoid any mannerisms they may have, such as running their fingers through their hair, chewing gum or scratching their face.

·          Excessive jewellery should not be worn. The establishment policy should be followed.

Knowledge of food and beverages and technical ability

Staff must have sufficient knowledge of all the items on the menu and wine and drink lists in order to advise and offer suggestions to customers. In addition, they must know how to serve correctly each dish on the menu, what its accompaniments are, the correct cover and the makeup of the dish and its garnish. For beverage service, staff should know how to serve various types of wine and drink, in the correct containers (e.g. glasses, cups) and at the right temperature.

Punctuality

Punctuality is all-important. If staff is continually late on duty it shows a lack of interest in their work and a lack of respect for the management and customers.

Local knowledge

In the interest of customers the staff should have some knowledge of the area in which they work so they may be able to advise customers on the various forms of entertainment offered, the best means of transport to places of interest and so on.

Personality

Staff must be tactful, courteous, good humoured 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.

Attitude to customers

The correct approach to the customer is of the utmost importance. Staff must provide service but should not be servile and should be able to anticipate the customer’s needs and wishes. A careful watch should be kept on customers during the service (but without staring) to check the progress of the meal. Be attentive but not intrusive at all times during the service sequence.

Cultural awareness

The cultural diversity of customers is increasing and this is reflected in factors such as language, dress and traditions as well as dietary. Members of service staff need to be open-minded, non-judgemental and flexible and able to appreciate and communicate respect for other people’s values and beliefs.

Memory

A good memory is an 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 their favourite drinks are, and so on.

Honesty

Trust and respect in the triangle of staff, customer and management relationships lead to an atmosphere at work that encourages efficiency and a good team spirit among the food and beverage service operators.

Loyalty

Staff obligations and loyalty are first to the establishment in which they are employed and its management. Staffs therefore need to commit mentally to the ethos of the establishment and be fully aware of their department’s aims and objectives.

Conduct

Staff 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. This also applies when staffs are off duty but may still be in uniform as they represent the establishment’s values and attitudes.

Sales ability

All members of staff reflect the image of the establishment. They are sales people and must therefore have a complete knowledge of all forms of food and drink and their correct service, and so be able to contribute to personal selling and merchandising.

 Sense of urgency

In order for the establishment to generate the maximum amount of business over the service period, with as high a net profit as possible, staff must develop a sense of urgency in their work. This should be promoted by management by displaying a ‘do as I do’ attitude, leading by example.

Complaints

Staff should have a pleasant manner and demonstrate courtesy and tact, an even temper and good humour. They should never show their displeasure even during a difficult situation. Staff should never argue with a customer and if they are unable to resolve a situation, it should be referred immediately to a senior member of the team who will be able to reassure the customer and put right any fault. Remember, loss of time in dealing with complaints only makes the situation worse.

Contribution to the team

Above all, staff should be able to work as part of a team within and between departments. Being a team member means communicating, co-operating and being reliable so that as a team each member contributes to enable a successful service to be delivered every session.

F. Inter-departmental relationships                (Within F&B and other department)

The department must have cordial relations with all departments. It should always be remembered that it is the coordinated efforts that make business organisations most successful.

Inter-department Relationship Matrix

Departments	Restaurants/Bar/Banquets/ Room Service	Kitchen	Kitchen stewarding
Front office	Receives the rooming list from the front office, which shows the occupancy position, status of the guests, plan in which they are staying and so on.	Prepare the meals considering the room vacancy.	In some hotels and resorts, kitchen stewards lend hand in carrying the heavy material transfers.
Housekeeping	Receives well laundered table linen, and uniform, flower arrangements for tables and function catering, cleans the service area, function hall and cloak rooms.	Receives laundered staff uniform. Provide staff meals.	Receives laundered staff uniforms, cleaning agents, and tools.
Cost control	Verifies bills and KOTs of all service areas, receipts of stores, closing stock record of all bottled drinks, tobacco, and alcoholic beverages.	Verifies KOT, closing stock record, spoilage report, and receipt from stores. Receives staff meals.	Verifies records of recurring expenditure.
Maintenance	Repairs faulty service equipment, air conditioner, water cooler against job order.	Repairs faulty kitchen equipment, exhaust system, water taps, gas supply against job order.	Assist maintenance department in cleaning and moving equipment during repair work.
Security	Inform security about any articles misplaced by guests, unclaimed baggage, drunken guests, function catering so that they are aware of that many guests would be coming in s particular time. Verify movement of staff.	Briefs security department about any theft or major pilferage. Receives staff meals. Verify movement of staff.	Discuss security issues and verifies staff movement.
Human Resource	Coordinates with this department for recruiting, training, performance appraisal.	Personal policy on staff meals, shares staff meal cost with personnel department.	Coordinates with this department for recruiting, training performance appraisal.