Banquet Bar Beverage Service Training Manual

F & B Services Tutorial

Apr 23, 2016 Mir Niaz Morshed (known as NIAZ in hospitality industry of Bangladesh) hails from Bangladesh.He is a Fine Dining Restaurant General Manager. Niaz has been working in Hospitality Industry for last 11 years with renowned local and international brands. Niaz has the training and experience in both Food and Beverage Service and Production. Moisture from the bar. If the bar is not clothed then make sure you have cleaning spray to hand, to stop the bar getting sticky. Always check you have enough bottle openers and cocktail shakers etc where necessary. Ensure all fruit and garnish is prepared and on the bar when service commences. Service Points.

F & B Services Useful Resources

Selected Reading

The food and beverage service is part of the service-oriented hospitality sector. It can be a part of a large hotel or tourism business and it can also be run as an independent business. The members of the F&B Services team are required to perform a wide range of tasks which include preparation for service, greeting the guests, taking their orders, settling the bills, and performing various other tasks after the guests leave.

Let us see the F&B services in hotels, structure of F&B department and ancillary services in a hotel.

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Food and Beverage Services in Hotel

Most of the star-ranked hotels offer multiple F&B services in their hotels. They can be −

Restaurant
Lounge
Coffee Shop
Room Service
Poolside Barbecue/Grill Service
Banquet Service
Bar
Outside Catering Service

Structure of F&B Services Department

The F&B Services personnel are responsible to create the exact experience the guests wish for. The department consists of the following positions −

Food & Beverage Service Manager

The Food & Beverage Service Manager is responsible for −

Ensuring profit margins are achieved in each financial period from each department of F&B service.
Planning menus for various service areas in liaison with kitchen.
Purchasing material and equipment for F&B Services department.

Assistant Food & Beverage Service Manager

The Assistant Food & Beverage Service Manager is aware of and is tuned to all the work the F&B Services Manager performs and carries out the same in the absence of his superior.

Restaurant Manager

The Restaurant Manager looks after the overall functioning of a restaurant. The responsibility of this staff member include −

Managing the functions in the dining room
Ordering material
Stock-taking or inventory checking.
Supervising, training, grooming, and evaluating the subordinates
Preparing reports of staff and sales
Managing budgets
Handling daily sales and coordinating with cashiers

Room Service Manager

The Room Service Manager is responsible for −

Selecting, training, encouraging, and evaluating all junior employees
Ensuring that cultural values and core standards of F&B department/establishment are met
Controlling labor expenses through staffing, budgeting, and scheduling
Handling guest complaints
Providing special requests

Banquet Manager

The Banquet Manager is responsible for −

Setting service standard for banquets
Forecasting and allocating budgets for various types of events such as conferences, meetings, etc.
Achieving food and beverage sales
Controlling chinaware, cutlery, glassware, linen, and equipment
Handling decorations and guest complaints
Providing special requests
Purchasing required stock by following appropriate requisition procedures
Following up each function by receiving guest feedback and submitting it to F&B Manager
Participating in departmental meetings
Planning and pricing menu
Training, grooming, and development of staff underneath

Bar Manager

The Bar Manager is responsible for −

Forecasting the daily flow of customers
Allocating right number of staff according to customer influx
Managing and monitoring bar inventory from store to bar
Tracking all types of drink sales
Allocating cleaning and tendering tasks

Food Safety Supervisor (FSS)

A Food Safety Supervisor is a person who is trained to recognize and prevent risks associated with food handling in an F&B Services business. He holds an FSS certificate that needs to be no more than five years old. He is required in an F&B Services business so that he can train and supervise other staff about safe practices of handling food.

F&B Ancillary Departments

Food and Beverage department relies upon the support of the following departments −

Kitchen Stewarding

The Kitchen Stewarding department strives to ensure cleanliness, preparedness, and orderliness in the commercial kitchen so that the kitchen staff can work efficiently. It also ensures that all the tools and utensils required for a specific meal or cooking task are cleaned properly and are ready to go. The kitchen steward is a working link between the F&B Services and the commercial kitchen.

Dishwashing

The Dishwashing department is responsible for providing clean and dry supply of glassware, chinaware, and cutlery for bar, banquet, lounge, and restaurant service.

Laundry

The F&B department is highly reliable on laundry department or outsourced laundry services for timely supply of dry-cleaned and wrinkleless linen.

F&B Staff Attitudes and Competencies

Each member of the F&B department hierarchy needs to have the following traits and skills −

Knowledge

Awareness of one’s responsibilities and roles, appropriate knowledge of food items, food and beverage pairing, etiquettes, and service styles is a great way to build confidence while serving the guests.

Appearance

It creates the first impression on the guests. The F&B staff members must maintain personal hygiene, cleanliness, and professional appearance while being on duty.

Attentiveness

Attentiveness is paying sincere attention to details, memorizing the guests’ needs and fulfilling them timely with as much perfection as one can put in.

Body Language

The F&B Services staff needs to conduct themselves with very positive, energetic, and friendly gestures.

Effective Communication

It is very vital when it comes to talking with co-workers and guests. Clear and correct manner of communication using right language and tone can make the service workflow smooth. It can bring truly enhanced experience to the guests.

Punctuality

The F&B Services staff needs to know the value of time while serving the guests. Sincere time-keeping and sense of urgency helps to keep the service workflow smooth.

Honesty and Integrity

These two core values in any well-brought-up person are important for serving the guests in hospitality sector.

Training and Development Program for Service & Kitchen Staff,

Entry Level,Part One & Two

Introduction to hospitality

1-Concept of Restaurant Business

2-Restaurant Code of Conducts

3-Restaurant policy, mission, goals and objectives

3-Terminology in Restaurant

Basic requirement

Personal hygiene
Personal appearance
Basic Hygiene
Behavior and Attitude
Etiquette and Mannerism

Basic Skills

Planning skill
Human Related skill
Technical Skill

Basic categories

Service Standards (Front of the house)
Culinary Art ( Back of the house)

Food and Beverage Service Manual

Setting for Service

Table Setting
Place Setting

Methods of table Service

Plate service (American service)
Cart Service (French Service)
Platter service (Russian Service)

Restaurant Service

The Psychology of Service
Welcoming the Guest
Knowledge of Menu
Taking Orders
Carrying Trays
Cleaning Table
Presenting Bills
Accidents in the Dining Hall

Banquet Service

Table Setting
Place Setting
Service Protocol
Welcoming the host
Type of Banquet Services

Part Two

Course order in Menus
Cooking Methods

Moist Cooking
Dry Cooking
Butters, Thickeners, flavoring, and sauces

Dish Descriptions

Hors d oeuvre
Appetizers
Salads
Salad Dressings
Soups
Egg and Omelets
Seafood
Pasta, Dumpling and Rice
Meat and Poultry
Vegetables
Desserts

Culinary Terms

Glassware

Knowledge of Mock tail / Cocktail Drinks

Menu Vocabulary

Pakistani
Italian
Mexican
Chinese

Note: Each topic need thorough study of the subject and practical experience.

Experience has shown that the most practical and immediately beneficial way of training restaurant employees is the time tested method of learning by doing (showing and telling the trainee, then having the trainee do the task). This method prompts immediate rewards and show where further instruction is needed. The operational restaurant does not have enough new employees at one time to warrant a classroom type of instruction.

The assumption, however is that the trainer knows the skill being taught and at least some of the principles of learning. It also assumes that the trainer has laid out steps needed in order to attain competency.

The Need for System and Training

The proper restaurant operation can only run by following the system. The personnel fit into the system, each person performing as part of the system, the system operating as a totality to produce a product; the food and an experience, the food served by using personnel in a pleasant environment. One of the reasons for the rapid growth of franchised restaurant in this country has been the fact that the franchise produces the total package. The system as a package, ready to implement by the franchisee. The manager is the part of the system. His determination, his perceptions of the system and the improvements he adds make a difference between a mediocre operation and a fine restaurant – weather it is a burger fast food operation or a high style dinner. The restaurant manager cannot not do this without a system. He directs, detects discrepancies, insist on quality performance.

A well planned orientation program helps new employees become acquainted with the restaurant and feel a part of it. Because much of labour turnover occurs in the first few weeks of employment. It is important to establish a “bonding” between the new employee and restaurant. As with any other program. It is necessary to establish the goals that are to be accomplished. The goals for an orientation program are:

- To explain the company policy, mission, goals and objectives.

- To make the employee feel welcome.

- To let employees know why they have been selected.

- To ensure that the employees know why they have been selected.

- To ensure that the employee knows what to do and who to ask when unsure.

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- To explain and show what is expected of the employee.

- To explain and then show employee each task in the job.

- To have the employee explain and then demonstrate each task in the job so that supervisors can be sure they understand their full job.

- To assist the employee in becoming part of team.

Training

Most training programs have several common characteristics such as ease of comprehension, step by step job learning, emphasis on sales incentives, use of job checklist, management control.

Formal training programs are diverse and range from management training, train the trainer, to adhoc training on special topics such as responsible food and beverage service, hygienic standards, service standards etc. handbooks. Charts, blackboard, instructions and classes with tests ensure the message is being received.

To train, the trainer needs to know what should be learned, the tasks that make up a job. Much of the restaurant training is accomplished by absorption, someone watching someone and somehow learning job. Training by observation has its place. It is much better and more efficient to approach training systematically by analyzing job, breaking it down into tasks performed, and teaching the tasks performed, and teaching the tasks in a sequence in which they are normally performed.

Management decides how extensive job instruction should be for the particular operation, brevity is an asset and if the job tasks can be printed in brief form, the employee has something to refer to. Guidelines for job can be put together and given to the new employee to augment the more comprehensive, detailed job instruction. Both can become part of training manual.

Note: Next topic will be training or development