Wednesday, April 20, 2016

JOB DESCRIPTION OF FRONT OFFICE MANAGER




Job description of front office manager
 Report to: Assistant manager or General manager

  • Duties and responsibilities


  1. Trains, cross –trains, and retrains all front office personnel.
  2. Participates in the selection of front office personnel.
  3. Schedules the front office staff.
  4. Supervises workload during shifts.
  5. Evaluates the job performance if each front office employee.
  6. Maintains working relationships and communicates with all departments.
  7. Maintains master key control.
  8. Verifies that accurate room status information is maintained and properly communicated.
  9. Resolves guest problems quickly, efficiently, and courteously.
  10. Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
  11. Reviews and completes credit limit report.
  12. Works within the allocated budget for the front office.
  13. Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.
  14. Checks cashiers in and out and verifies banks and deposits at the end of each shift.
  15. Enforces all cash-handling, check-cashing, and credit policies.
  16. Conducts regularly scheduled meetings of front office personnel.
  17. Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.
  18. Upholds the hotel's commitment to hospitality.
  19. Prepare performance reports related to front office.
  20. Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Ie flash report, allowance etc.
  21. Monitor high balance guest and take appropriate action.
  22. Ensure implementation of all hotel policies and house rules.
  23. Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
  24. Prepare revenue and occupancy forecasting.
  25. Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  26. Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
  27. Monitor all V.I.P 's special guests and requests.
  28. Maintain required pars of all front office and stationary supplies.
  29. Review daily front office work and activity reports generated by Night Audit.
  30. Review Front office log book and Guest feedback forms on a daily basis.
  31. Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
  32. Perform other duties as requested by management.

FOOD AND BEVERAGE SERVICE

INTRODUCTION 
Food and Beverage Service is the service of Food made in the Kitchen and Drinks prepared in the Bar to the Customers (Guest) at the Food & Beverage premises, which can be: Restaurants, Bars, Hotels, Airlines, Cruise Ships, Trains, Companies, Schools, Colleges, Hospitals, Prisons, Takeaway etc

This is anything edible raw or cooked and it`s not harmful to the human body. 'BEVERAGES' This means drinks or eat any food taken in liquid form. foods and beverages is a subject or study that deals with training students as a profession on how to give good service to customers. in the hostel and catering industry, the trainee or students must be keen ambitious interest,  pleasant way of behaviors and ability to accept changes. As an individual a trainee (waiter or waitress) shows his or her skill in front of the guests or customers by giving the required profession service. as a catering student, there are many chances of jobs or places where are can work.

The food & beverage industry is usually defined by it output of products, to satisfy the various demands of food & drinks of people. Bu it doesn’t include the manufacturing of food & drink and its retailing. In today’s world, the food & beverage service industry has expanded a lot and nowadays, it is serving more than 100 million meals per day. It has spread across all walks of life; Hotel, restaurants, industrial canteen, hospital canteen, railway, airways, all are now part of food & beverage service industry.

CATEGORIES OF SERVICE METHOD


We can categorize the service methods in five types:

  A. Table Service
  B. Assisted service
  C. Self‐ service
  D. Single point service
  E. Specialized or in suit service

 A. Table Service: In this category, the guest enters in the area and is seated. Menu lists are given or displayed for orders. The orders are been taken by waiter/waitress. Then the service is done using a laid cover on the table. The following are the types of service come under this categories are:

  • English service
  • French service
  • Silver service 
  • American/Plate service
  • Russian service
  • Gueridon service

 B. Assisted Service: In this type of category, the guest enters in the dining area and helps himself to the food, either from a buffet counter or he may get served partly at table by waiter/waitress and he collects any extras he needs from the counter. Eating may be done on either at table, standing or in lounge area/ banquet hall.

  • Buffet service


 C.Self Service: In this type of service, the guest enters in the dinning area, selects his own tray or from the food counter and carries food by himself to his seating place.

  •  Cafeteria Service

 D.Single Point Service: In this category, the guest orders, pays for his order and gets served all at a single point. There may be may not be any dinning area or seats.  The different types are:

  • Take away
  • Food counter
  • Vending


 E.Specialized Service: In this category the guest is served at the place, which is not meant or designated for food & beverage service (i.e. guest rooms or any special area).

  • Room Service (Centralized/Decentralized)
  • Grill Room Service
  • Tray service
  • Trolley service
  • Home‐Delivery
  • Lounge Service

CATERING in F&B SERVICE

Introduction
 Hospitality is probably the most diverse but specialized industry in the world. It is certainly one of the largest, employing millions of people in a bewildering array of jobs around the globe. Sectors range from the glamorous five-star resort to the less fashionable, but arguably more specialized, institutional areas such as hospitals, industrial outfits, schools and colleges. Yet of these many different sectors, catering has to be the most challenging.

 The food service industry encompasses those places, institutions and companies that provide meals eaten away from home. This industry includes restaurants, schools and hospital cafeterias, catering operations, and many other formats, including ‘on-premises’ and ‘off-premises’ caterings.

 Catering is a multifaceted segment of the food service industry. There is a niche for all types of catering businesses within the segment of catering. The food service industry is divided into three general classifications: commercial segment, noncommercial segment, and military segment. Catering management may be defined as the task of planning, organizing, controlling and executing. Each activity influences the preparation and delivery of food, beverage, and related services at a competitive, yet profitable price. These activities work together to meet and exceed the customer’s perception of value for his money.

Types of catering
 There are two main types of catering on-premises and off premises catering that may be a concern to a large and small caterer. On-premise catering for any function - banquet, reception, or event - that is held on the physical premises of the establishment or facility that is organizing/sponsoring the function. On-premise catering differs from off-premise catering, whereby the function takes place in a remote location, such as a client’s home, a park, an art gallery, or even a parking lot, and the staff, food, and decor must be transported to that location. Off-premise catering often involves producing food at a central kitchen, with delivery to and service provided at the client’s location. Part or all of the production of food may be executed or finished at the location of the event.

 1 On-Premise Catering
 All of the required functions and services that the caterers execute are done exclusively at their own facility. For instance, a caterer within a hotel or banquet hall will prepare and cater all of the requirements without taking any service or food outside the facility. Many restaurants have specialized rooms on-premise to cater to the private-party niche. A restaurant may have a layout strategically designed with three separate dining rooms attached to a centralized commercial food production kitchen. These separate dining rooms are available at the same time to support the restaurant’s operation and for reservation and overflow seating. In addition, any of the three dining rooms may be contracted out for private-event celebrations and may require their own specialized service and menu options. Other examples of on-premise catering include hospital catering, school, University/ college catering.

 2 Off-Premise Catering
 Off-premise catering is serving food at a location away from the caterer’s food production facility. One example of a food production facility is a freestanding commissary, which is a kitchen facility used exclusively for the preparation of foods to be served at other locations. Other examples of production facilities include, but are not limited to, hotel, restaurant, and club kitchens. In most cases there is no existing kitchen facility at the location where the food is served. Caterers provide single-event food service, but not all caterers are created equal. They generally fall into one of three categories:

Party food caterers
Hot buffet caterers
full buffet caterers

RESTAURANT

RESTAURANT
A restaurant is a retail establishment that serves prepared food to customers. Service is generally for eating on premises, though the term has been used to include take-out establishments and food delivery services. The term covers many types of venues and a diversity of styles of cuisine and service. Restaurants are sometimes a feature of a larger complex, typically a hotel, where the dining amenities are provided for the convenience of the residents and, of course, for the hotel with a
 singular objective to maximize their potential revenue. Such restaurants are often also open to non-residents. Restaurants range from unpretentious lunching or dining places catering to people working nearby, with simple food and fixed menu served in simple settings at low prices, to expensive
 Establishments serving expensive speciality food and wines in a Formal setting. In the former case, customers usually wear casual Clothing. In the latter case, depending on culture and local traditions,
 Customers might wear semi-casual, semi-formal, or even in rare Cases formal wear. Typically, customers sit at tables, their orders are Taken by a waiter, who brings the food when it is ready, and the Customers pay the bill before leaving. In class or porches restaurants there will be a host or hostess or even a miter d'hôtel to welcome Customers and to seat them. Other staff’s waiting on customers Include busboys and sommeliers.

CLASSIFICATION OF RESTAURANTS
 Restaurants can be classified by whether they provide places to sit, whether they are served by wait-staff and the quality of the Service, the formal atmosphere, and the price range. Restaurants are generally classified into three groups:

 1. Quick Service - Also known as fast-food restaurants. They offer limited menus that are prepared quickly. They usually have drive-thru windows and take-out. They may also be self service outfits.

 2. Mid scale - They offer full meals at a medium price that customers perceive as "good value." They can be o f full service, buffets or limited service with customers ordering at the counter and having their food brought to them or self service.

 3. Upscale - Offer high quality cuisine at a high end price. They offer full service and have a high quality of ambiance.

TYPES OF RESTAURANT

RESTAURANT
Restaurants often specialize in certain types of food or
 present a certain unifying, and often entertaining, theme. For
 example, there are seafood restaurants, vegetarian restaurants or
 ethnic restaurants. Generally speaking, restaurants selling "local"
 food are simply called restaurants, while restaurants selling food of
 foreign origin are called accordingly, for example, a Chinese
 restaurant and a French restaurant.

 1. Cafeterias
 A cafeteria is a restaurant serving mostly cooked ready to food arranged behind a food-serving counter. There is little or no table service. Depending on the establishment, serving may be ordered from attendants, selected as ready-made portions already on plates, or self-serve of food of their own choice. In some establishments, a few items such as steaks may be ordered specially prepared rare, medium and well done from the attendants. The patron waits for those items to be prepared or is given a number and they are brought to the table. Beverages may be filled from self service dispensers or ordered from the attendants. At the end of the line a cashier rings up the purchases. At some self-service cafeterias, purchases are priced by weight, rather than by individual item. The trays filled with selected items of food are taken to a table to eat. Institutional cafeterias may have common tables, but upscale cafeterias provide individual tables as in sit-down restaurants. Upscale cafeterias have traditional cutlery and crockery, and some have servers to carry the trays from the line to the patrons' tables, and/ or bus the empty trays and used dishes.

 Cafeterias have a wider variety of prepared foods. For example, it may have a variety of roasts (beef, ham, turkey) ready for carving by a server, as well as other cooked entrées, rather than simply an offering of hamburgers or fried chicken.

 2. Fast-Food Restaurants
 Fast-food restaurants emphasize speed of service and low cost over all other considerations. A common feature of newer fast food restaurants that distinguishes them from traditional cafeteria is
 a lack of cutlery or crockery; the customer is expected to eat the food directly from the disposable container it was served in using their fingers.

 There are various types of fast-food restaurant:

  •  one collects food from a counter and pays, then sits down and starts eating (as in a self-service restaurant or cafeteria); sub-varieties:
  •  one collects ready portions
  •  one serves oneself from containers
  •  one is served at the counter
  •  a special procedure is that one first pays at the cash desk, collects a coupon and then goes to the food
  •  counter, where one gets the food in exchange for the coupon.
  •  one orders at the counter; after preparation the food is brought to one's table; paying may be on ordering or after eating.
  •  a drive-through is a type of fast-food restaurant without seating; diners receive their food in their cars and drive away to eat most fast-food restaurants offer take-out: ready-to-eat hot food in disposable packaging for the customer to eat off-site.


 3. Casual Restaurants
 A casual dining restaurant is a restaurant that serves moderately-priced food in a casual atmosphere. Except for buffet style restaurants, casual dining restaurants typically provide table service. Casual dining comprises of a market segment between fast food establishments and fine dining restaurants.

 4. Fast Casual-Dining Restaurants
 A fast casual restaurant is similar to a fast-food restaurant in that it does not offer full table service, but promises a somewhat higher quality of food and atmosphere. Average prices charged are higher than fast-food prices and non-disposable plates and cutlery are usually offered. This category is a growing concept that fills the space between fast food and casual dining. Counter service accompanied by handmade food (often visible via an open kitchen) is typical. Alcohol may be served. Dishes like steak, which require experience on the part of the cook to get it right, may be offered. The menu is usually limited to an extended over-counter display, and options in the way the food is prepared are emphasized.

 5. Other Restaurants
 Most of these establishments can be considered sub-types of
 fast casual-dining restaurants or casual-dining restaurants.

 i) Café
 Cafés and coffee shops are informal restaurants offering a range of hot meals and made-to-order sandwiches. Cafés offer table service. Many cafés are open for breakfast and serve full hot breakfasts. In some areas, cafés offer outdoor seating.

 ii) Coffeehouse
 Coffeehouses are casual restaurants without table service that emphasize coffee and other beverages; typically a limited selection of cold foods such as pastries and perhaps sandwiches are offered as well. Their distinguishing feature is that they allow patrons to relax and socialize on their
 premises for long periods of time without pressure to leave promptly after eating.

 iii) Pub
 A pub (short for public house) is a bar that serves simple food fare. Traditionally, pubs were primarily drinking establishments with food in a decidedly secondary position, whereas the modern pub business relies on food as well, to the point where gastropubs are known for their high-quality
 pub food. A typical pub has a large selection of beers and ales on tap.

 iv) Bistros and Brasserie
 A brasserie is a café doubling as a restaurant and serving single dishes and other meals in a relaxed setting. A bistro is a familiar name for a café serving moderately priced simple meals in an unpretentious setting. Especially in Paris, bistros have become increasingly popular with tourists. When used in English, the term bistro usually indicates either a fast casual-dining restaurant with a European-influenced menu or a café with a larger menu of food.

 v) Family Style
 "Family style restaurants" are restaurants that have a fixed menu and fixed price, usually with diners seated at acommunal table such as on bench seats. More common in the 19th and early 20th century, they can still be found in rural communities, or as theme restaurants, or in vacation lodges. There is no menu to choose from; rather food is brought out in courses, usually with communal serving
 dishes, like at a family meal. Typical examples can include crabhouses, German-style beer halls, BBQ restaurants, hunting lodges, e tc. Some normal restaurants will mix elements of family style, such as a table salad or bread bowl that is included as part of the meal.

 vi) BYO Restaurant
 BYO Restaurant are restaurants and bistros which do not have a liquor license.

 vii) Delicatessens Restaurant
 Restaurants offering foods intended for immediate consumption. The main product line is normally luncheon meats and cheeses. They may offer sandwiches, soups, and salads as well. Most foods are precooked prior to delivery. Preparation of food products is generally simple and only
 involves one or two steps.

 viii) Ethnic Restaurants
 They range from quick-service to upscale. Their menus usually include ethnic dishes and / or authentic ethnic foods. Specialize in a particular multicultural cuisine not specifically
 accommodated by any other listed categories. Example: Asian Cuisine, Chinese cuisine, Indian Cuisine, American Cuisine etc.

 ix) Destination Restaurants
 A destination restaurant is one that has a strong enough appeal to draw customers from beyond its community. Example: Michelin Guide 3-star restaurant in Europe, which according to the restaurant guides is "worthy of a journey”.

OTHER STAFF DESIGNATIONS AT VARIOUS LEVELS


The following are the various designations with their job specifications in the food and beverage department.

 i) Senior Captain or Maitre d’ Hotel
 The senior captain has overall responsibility for operations. prepares the duty charts in consultation with the outlet manager. He oversees the Mise-en-place, cleaning, setting
 up of the outlet and staffing to ensure that the outlet is always ready for service. The senior captain receives the guests and hands them over to the captain or station holder. He takes orders from guests if the captain is unable to do so. The
 senior captain should be an able organizer and also be prepared to take over the duties of any member of the staff as and when required.
 ii) Reception Head Waiter
 This staff member is responsible for accepting any booking and for keeping the booking diary up-to-date. He / she will
 reserve tables and allocate these reservations to particular stations. The reception head waiter greets guests on arrival and takes them to the table and seats them.
 iii) Captain / Chef de Rang
 This position exists in large restaurants, as well as in the food and beverage service department of all major hotels. The captain is basically a supervisor and is in charge of a
 particular section. A restaurant may be divided into sections called Stations, each consisting of 4 to 5 tables or 20 to 24 covers. A captain is responsible for the efficient performance of the staff in his station. A captain should possess a sound
 knowledge of food and beverage, and be able to discuss the menu with the guests. He should be able to take a guest's order and be an efficient salesperson. Specialized service
 such as gueridon work involves a certain degree of skill, and it is the captain who usually takes the responsibility to do this work.
 iv) Waiters / Commis de Rang / Server
 The waiters serve the food and beverage ordered by a guest and is part of a team under a station captain. They should be able to perform the duties of a captain to a certain extent and be a substitute for the captain if he is busy or not on duty.
 They should; also be knowledgeable about all types of food and beverages, so that they can effectively take an order from a guest, execute the order and serve the correct dish with its appropriate garnish and accompaniment. They should be able to efficiently coordinate with the other staff in the outlet.
 v) Trainee / Commis De Barraseur
 The trainees work closely with the waiters, fetching orders from the kitchen and the bar, and clearing the side station in a restaurant. They serve water and assist the waiter. They are mainly responsible for the mise-en-place, and stacking
 the side board with the necessary equipment for service. The de barrasseur is the ‘learner’, having just joined the food service staff, and possibly wishing to take up food service as a career.
 vi) Wine Waiter / Sommelier
 Wine waiters have an important role to play in reputed establishments. Their job is to take orders for the service of wine and alcoholic beverages and serve them during the meal. Hence they should be knowledgeable about wines that accompany a particular dish and the manner in which they
 should be served. They should also be aware of the licensing laws prevalent in the city and should be efficient sales persons.
 vii) Room Service Waiters / Chef D’etage
 Room service waiters work in the room service outlet, serving food and beverage to guests in their rooms. The order is placed by the guest on telephone, and is recorded on
 a Kitchen Order Ticket (K.O.T). It is then passed on to the duty captain. The duty captain in turn places the order in the kitchen or the bar, as the case may be. The room service waiter who has been assigned that order, sets the tray
 according to the food or beverage ordered, picks up and delivers the order when it is ready.
 viii) Carver / Trancheur
 The carver is responsible for the carving trolley and the carving of joints at the table as required. The carver will plate up each portion with the appropriate accompaniment.
 ix) Floor Service Staff / Floor Waiter
 The floor service staffs are often responsible for an entire floor in an establishment or, depending on the size of the establishment, a number of rooms or suites. Floor service of all meals and breakfast is offered either throughout the day or
 in a limited time depending on the size of the establishment. The floor service staff would normally work from a floor pantry or from a central kitchen with all food and drink reaching the appropriate floor and the required room by lift and in a heated trolley.
 x) Lounge staff / Chef de sale
 Lounge staff may deal with lounge service as a specific duty only in a first class establishment. The lounge staff is responsible for the service of morning coffee, afternoon teas,
 aperitifs and liqueurs before and after both lunch and dinner, and any coffee top ups required after meals. They would be responsible for setting up the lounge in the morning and maintaining its cleanliness and presentation throughout the day.
 xi) Cocktail Bar Staff
 The person who works on the cocktail bar must be responsible, well versed in the skills of shaking and stirring cocktails and should have thorough knowledge of all alcoholic and non-alcoholic drinks, the ingredients necessary for the making of cocktails and of the licensing laws.
 xii) 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 would normally be a member of the kitchen team. The cashier is responsible for the takings of the food and beverage operation. This may include making up bills from food and drink check or, alternatively, in a cafeteria, for example, charging customers for their selection of items on a tray.
 xiii) Counter Assistants 
 Counter assistants are found in cafeterias where they would stock the counter and sometimes serve or portion food for customers. Duties may also include some cooking of call order items.
 xiv) Table Clearer
 Table clearer are responsible for clearing tables and trolleys, specially designed for good stacking of crockery, glassware, cutlery, etc.