2. 1.
Get an overview of the food service industry
2. Enumerate and discuss the different food service
establishment
3. Discuss the dining operation of a fine dining
restaurant.
4. Discuss the standards of restaurant based on the
DOT.
3. •The Department responsible in the preparation and
delivery of food and beverage and service to guest in
all its outlets, guestrooms, function room and outside
catering in accordance with prescribed standards.
4. Coordinate with the kitchen and other department on
matters pertaining to food preparation and service.
Maintaining the goodwill of patrons and guest through
effective guest relation, proper handling of guest
complaints; inquiries and requests.
5. Restaurant now a days give attention to structural design
to entice patrons. Establishments displays thematicinspired decors and influences that serve as a form of
tourist attraction. People come to these establishment for
the experience and the ambiance that these thematic
influence bring.
Tourist go to food and beverage
establishment primarily to learned more about a locality
through its food.
6. F & B Manager -Plans, organizes, directs &
controls the delivery of service in all outlets,
guestrooms & banquets & sees to it that policies &
standards are complied with.
F & B Supervisor - Overseas food & beverage
operation in his assigned outlets ensures that
service is carried out in accordance w/ prescribed
standards and policies.
7. Captain Waiter -Oversees the set-up and delivery of
service in his/her assigned station.
Receptionist / Cashier -Welcomes & greets customers
at the entrance & escort them to their tables.
Waiter -takes and serves food and beverage order
according to prescribed standards of service.
Busboy -dining room helper and runner
8. FINE DINING STRUCTURE
DEPARTMENT
KITCHEN
FOOD SERVICE
BANQUET
Brief Description
•
The French Kitchen
Brigade ( for larger
hotels) prepares all
food and beverage
requirements of the
hotel
•Provides service for al
guests in the hotel by
assisting them with their
food and beverage
requirements.
Department Head
•
•
Director of Food and •
Beverage
Director of Food and
Beverage
Section Manager
•
Executive
Chef/Director of
Food and Beverage
Sous Chef
•
Banquet Manager
Supervisory
•
Chef de partie
( Station Chef)
•
Food and Beverage •
outlet manager/
Maitre d’hotel
F&B Outlet
•
Supervisor/ Captain/
Rank and File
•
•
•
•
•
Aboyeur (expediter)
Butcher
Commis
Steward
Room Service
•
•
•
Chef de rang
Commis de rang
Sommelier
•Provides food and
beverage services for all
events held in the hotel
•
Banquet Supervisor/
Banquet Captain
Banquet server
9. HOTEL FINE DINING RESTAURANT
•
Upscale restaurant in hotels are also called fine dining
or white tablecloth restaurant.
•
Fine dining restaurant offer specialized menu selections,
such as ala carte (individually priced) or table d’hote
( set menu).
•
The items on the menu may be available for long
periods usually around three months. It may change
according to season and to the request of regular guests.
•
Menu changes are based on food consumption pattern,
salability, and availability of ingredients.
10. Fine dining in an upscale
restaurant
Food presentation and service are impeccable.
The executive chef and top management review
the menu and eating habits every three months
t keep the restaurant dynamic in meeting guest
needs.
Most these restaurants have an extensive wine
list that can be also enhance the taste of the
food.
11. Fine dining in an upscale
restaurant
Price is higher compared to other establishments to
compensate for higher operating costs such as food cost,
beverage cost, and salaries and wages.
Reservation prior to dining are a common requirement in
upscale outlets meals in fine dining restaurants are often
enjoyed and appreciated with a company, leading to slow
table turn. Reservation system are thus frequently utilized
in this setting.
Formal table service, like the French and Russian services, is
frequently applied in these establishment.
12. Only clean & sanitize glasses’ flat wares, china
wares & other equipment shall be set-up & to be
used for service.
Equipment should not be exposed to
contamination.
Food delivered for room service must be
covered to avoid bacterial contamination.
13. Service equipment like bowls, glasses and cutleries
must be handled properly.
Bowls should be underlined with appropriate plate
under liner and never to be served with the finger
touching the rim.
Avoid touching the food and utensils with bare
hands.
14. When serving additional utensils or napkin, place
them in a small plate to avoid direct contact with
the hand.
The thumb should be kept away from the plate to
avoid touching the sauce, meat or dish.
To avoid contamination, food must be covered
when it is not served immediately.
Never serve food and cutleries that have fallen on
the floor.
15. 1.COMPLETENESS
All needed utensils; china wares, glasses and other
equipment are set-up on the table prior to serving orders.
Place mat set-up when the table is not covered with
tablecloth.
2. CLEANLINESS AND CONDITION OF EQUIPMENT
a) All pre-set equipment must be immaculately clean,
sanitized, wiped dry, and free of spots and watermarks.
16. b) There are no wobbly tables and chairs.
c)There are no chipped/stained glasses
d) No damaged, broken or distorted cutleries are
set-up on the table.
e)Linen is fresh, clean without spots or stains and
not wrinkled.
17. 3. BALANCE AND
UNIFORMITY
a) There is even spacing between chairs and
covers.
b)Cutleries are spaced at least ½ inch from the
edge.
c)Same equipment is set-up for the same
order.
d)Cutleries are aligned properly, with the same
distance from the edge.
18.
4. ORDER
A) All service equipment are placed on the
appropriate side of the cover.
- The glasses, cups, saucers, spoon, knife, and
cocktail fork are on the right side.
- Fork and side dishes are on the left side.
- Water glass is set-up on the right side, about an
inch on top of the knife.
B)The cutleries are arranged in proper sequence
following the order by which they will be served.
19. 5. EYE APPEAL
The whole set-up looks presentable.
a) Presidential and buffet tables are
skirted for banquet functions.
b) Appropriate color combinations are
used.
c)No eye sore is seen in the dining area.
d)Appropriate centerpiece and other
decors are provided for.
20.
21.
22. TYPES OF TABLE SERVICE
AMERICAN SERVICE
Also called plated service because the food is
already arranged in individual plates at the
kitchen, ready to be served to guest, usually on
the right side. This is usually done for a la carte
orders good for one serving. Plated foods are
served w/ garnish & accomplishments.
This type of service is ideal for coffee shop
where there is a need for fast service.
23. TYPES OF TABLE SERVICE
RUSSIAN SERVICE
The food is pre-arranged in a platter, usually good
for one table, then it is dishes out from the platter
to the individual plates of guest by the waiter.
Russian service is usually done for banquet
functions, it guarantees equal portioning of food
because the food served is pre-portioned & pre
cut. It is preferred over plate service when there
are no heaters for individual plates.
24. TYPES OF TABLE SERVICE
FRENCH SERVICE
This type of service involves table side
preparation.
The food is partially prepared and precut at
the kitchen.
Then the preparation is completed at the
side of guest’s table, usually with some
showmanship.
This is usually by a chef or a headwaiter in
his absence.
25. TYPES OF TABLE SERVICE
BUFFET SERVICE
This is self service because the guest has
to line up to get his food in buffet table
where foods are classified and arranged in
sequence from colds, to hot dishes and
desserts. Hot dishes are placed in chafing
dishes to keep them warm.
27. RULES OF BUFFET SET UP
Set up cold dishes separately from hot
items & dessert.
Arrange foods from lightest to heavies.
Place cutleries on the guest table, not in
the buffet.
28. DINING EXPERIENCE
The guests are greeted at the door. In greeting
the guests maintain eye contact and greet the
guests according to the hotel’s standards. All
guests with coats and hats may be assisted to
the checkroom.
The guest is asked as to the expected number
of guests coming. He is then assisted to a table.
29. DINING EXPERIENCE
Once the guest are seated, the order taker greets them and
ask if anyone would like a drink. The server may give a
suggestion or simply provide the customers with some
information on what types of beverages the restaurant offers.
Drinks should be served quickly to make an impression that
service is efficient and prompt.
The server should explain to the guest the menu as well as
the specialties of the outlet. It is important that server has a
product knowledge of all menu items. Mastery of menu will
allow the server to upsell and perform suggestive selling.
Foreign items should be carefully explained on what and how
it is prepared.
37. OBJECTIVE
Define hotel based DOT standards
Identify the different types of hotel
Enumerate the different hotel rating system
Explain the concept of management contract
Identify Career path in the hotel industry
46. FRONT OFFICE
DEPARTMENT
Front Office Department is the “nerve center” of
the hotel.
All the staff working at Front Office are called
“frontliners.”
47.
48. FIT short for Free Individual (or
Independent) Transient or guests who
travel independently and do not
belong to a group.
49. RACK RATES rates printed on our Tariff Sheet, effective
during the calendar year and are quoted
plus plus. These rates are given BY THE
FRONT DESK to any inquiry for hotel
room rates, regardless if they are coming
form travel agents or corporate accounts,
or individuals
50. SHOW-ROOMS
Selected rooms from every room category
offered by the hotel which are shown by the
Sales Account Executives to their clients and
prospective accounts from time to time.
Show-rooms are the last rooms to sell in the
hotel in order to protect them from regular
wear and tear.
51. CONTRACTED RATES given by the Sales & Marketing
department to its corporate and
travel agency
WALK – IN –
guest or guests who check in without
any prior room reservation.
52. GIT
“Group Inclusive Tour” or
guests traveling in a group; either as a
members of a corporate account or tour
group booking, usually numbering 10
persons and up.
An abbreviation for
53. BLOCKING
A term used by Reservations (and by the Sales &
Marketing Department) to “Block” in advance for
big group arrivals, VIP’s and even FIT’s arrivals.
Desk Clerks should consider room blocking as a
sacred, and should not be touched, changed and
informed to the guests who are not yet checked-in
(because room assignment can be changed without
prior notice).
54. TRANSFERS
The term used by transportation
companies, tour agencies, and by hotel
concierge to indicate a transportation
service from airport to the hotel or vise
versa. Transfers may either be one-way or
round trip.
55. NO SHOW
A confirmed room reservation which
did not materialize due to the failure
of the expected guest to check-in on
the appointed date; hence a no-show.
56. INCIDENTALS
The term used for charges on services billed
to the personal accounts of guests like
telephone calls, room service, and other
services specifically not included as “charge
to the company” to the tour agency or to an
airline.
57. ROOM TYPE
Refers to the type of room configuration
offered in a particular hotel room. A
room type is determined by the number
of beds configured in the room. This is
not to be confused with room category
nor with single or double occupancy.
58. BASIC ROOM TYPE ARE:
SINGLE – a room composed of one single bed.
TWIN – a room with TWO beds, whether these
beds are two singles as described above or two
double beds, each measuring approximately 54” x
78” or two king-size doubles, each measuring 75” x
78” or more.
DOUBLE – a room with one big double bed, be it
queen or king size bed.
59. ROOM CATEGORY
Categories are labels assigned to the rooms or
suites of a hotel to differentiate them from the
amenities available or offered in each category,
the room locations, and even room size. Room
categorization is also used by Sales & Marketing
for its room pricing function.
61. THE DIFFERENT SECTIONS OF THE
FRONT OFFICE ARE:
1.
2.
3.
4.
5.
Telephone Exchange
Rooms Reservations
Business Center
Concierge / Bell Service
Reception Desk or the Front DesK
62. THE FRONT OFFICE DEPARTMENT PROVIDES
SERVICES TO THE GUESTS THROUGH THE
FOLLOWING PERSONNEL:
BELL SERVICE
CONCIERGE
TELEPHONE OPERATORS
63. FRONT OFFICE AGENTS
RESERVATIONS OFFICER
FO SUPERVISORS
DUTY MANAGER
FRONT OFFICE MANAGER
64. BELL STAFF
BELL MAN
Assist guest with their luggage's
Headed by Bell Captain
the desk is usually set-up nearest to the hotel door.
CONCIERGE
Concierge is a source of “Errand boy”
The Concierge in-charge extends the following services to
the guests.
Making reservations (restaurants, bars, clubs etc.)
65. Telephone Operator Operator’s basic job is to give passage to
different in-coming and outgoing calls to
guests & different departments.
RECEPTION DESK Front Desk Agents main duty is to insure proper
check-in/check out of guests.
66. RECEPTION DESK
Front Office Agents checks-in guests who might
have made prior reservation.
Might not have made prior reservation
He also issues duplicate keys to the guests, if they
happen to misplace them.
Assist guests and hotel customers with their
inquiries.
Coordinate without delay all guest requests to the
respective operating departments.
67. RESERVATIONS OFFICER
Reservation In-charge or Reservation’s
Officer makes room reservations.
Doing the room blockings
Making amendment in the reservations, as
desired by the guests
68. SUPERVISORS
Supervise the whole FO operation.
Consists of FO Supervisor, Reservations Supervisor, Chief
TO, Business Center Manager, Head Concierge and the Bell
Captain.
DUTY MANAGER
The “problem solver” of the hotel. They encompass day to
day problems encountered involving guest services.
69. FRONT OFFICE MANAGER
Heads the Department.
Manage the whole FO Department
Oversees all FO Operation.
Coordinates with other Department Heads
pertaining to hotel Operations
72. THE ROOMSKEEPING SECTION
The Roomskeeping section is the one responsible for
preparing the accommodation rooms for incoming guests. All
information regarding room status are forwarded to front
office through report or computer system.
The cleaning of rooms is done by the Room Attendants
while the Supervisors are the one responsible for the
inspection of these rooms prior to their release as “vacant”
73. The following Housekeeping codes are used by the
housekeeper:
OC
Occupied:
Room has been sold by front office to the guest
VC
Vacant Clean:
Guestroom has been cleaned and inspected by
Housekeeping.
CO
Check-out:
Room has just been vacated.
74. ED
Expected Departure:
Guest staying in the room and is scheduled to
check-out from the hotel within the day.
DND
Do Not Disturb:
Guest hand-up the sign for reason; he does not
want to be disturb.
DL
Double Lock:
Room/door is locked from inside by either guest
or duty manager.
75. NL
No luggage:
Room status at Front Office is occupied but room
has no luggage inside room.
SO
Sleep Out:
Room is occupied but bed was not used or guest
did not sleep in his/her assigned room.
76. OOO
Out Of Order:
Defects or damage are found in the room which has to
be worked on by either engineering or Housekeeping
Department.
RS
Refused Service:
Guest does not want his room
cleaned/serviced by housekeeping.
