14.5 Room Service Attendant
What is a Room Service Attendant?
Room service attendants take guests’ orders, place orders with the kitchen, deliver orders to guestrooms, and serve guests in their rooms.
Room service attendants make guests feel special and pampered.
Room service attendants:
-Help business people stay on schedule by delivering food and beverage which allows them to keep working
-Make a private dinner for two
- Help guests host functions fro friends, family members, or business associates
Room service attendants are responsible for many tasks including:
- Selling food and beverages
- Delivering food and beverages
-Presenting food and beverages to guests in guestrooms or hospitality suites
-Removing items when guests are done with them
-Helping co-workers as needed
To be excellent team players, room service attendants can:
- Deliver food and beverage orders promptly to the kitchen or bar to prevent last-minute rushing for everyone involved
- Deliver soiled linens to the laundry department throughout a shift to prevent linen shortages
- Keep hallways clear of used room service items so that others will not trip over them
- Conduct inventories according to the schedule
- Report repairs to engineering, and fill out a maintenance request form if necessary
- Bus soiled dishes often so stewards won’t fall behind
Successful room service attendants strive to meet the following superior performance standards:
-Answer the telephone by the third ring
-Be familiar with all menu items, including specials and desserts
-Suggest items such as daily specials, appetizers, desserts, and beverages
- Tell each guest the approximate time of delivery
- Use portable heaters for hot foods
- Ask permission to enter guestrooms
- Set tables, remove coverings, and arrange dishes
- Use only full, capped, and clean condiment containers
- Politely ask guests to call room service when finished so that they may remove dishes
- Remove service trays and dishes promptly so that no trays or dishes remain in the hall
Guestroom Safety for Room Service Attendants
Room service attendants:
Watch where they push their cart
Look at the floor of the guestroom before they enter
Pick up items off the floor before pushing the cart into the room
Do not confront guests if they see a gun, drugs, controlled substance, pets, or damage, deliver the order then report the problem
Make it their goal to always bring room service equipment into the room. Room service equipment in the hallway can be a safety hazard
Take along a doorstop so they can prop open the door while they’re in the guestroom
14.5 Questions
1. List at least four tasks that a room service attendant performs
Room service attendants take guests’ orders, place orders with the kitchen, deliver orders to guestrooms, and serve guests in their rooms.
Room service attendants make guests feel special and pampered.
Room service attendants:
-Help business people stay on schedule by delivering food and beverage which allows them to keep working
-Make a private dinner for two
- Help guests host functions fro friends, family members, or business associates
2. What should a room attendant do if a guest does not wish him or her to enter the room?
3. How can a room service attendant safely move through guestroom corridors?
Look at the floor of the guestroom before they enter
Pick up items off the floor before pushing the cart into the room
Do not confront guests if they see a gun, drugs, controlled substance, pets, or damage, deliver the order then report the problem
4. When should a room service attendant not use an elevator?
If it does not appear that the room service cart will fit comfortably on the elevator with the guests
Saturday, April 14, 2012
START Chapter 14.4
14.4 Food Health and Safety
Kitchen Safety
The kitchen is likely to be the busiest place in a lodging restaurant. It is also the spot with the highest potential for accidents.
Employees can help themselves and co-workers by:
-Avoid spilling beverages by watching fro sudden movements or gestures by people nearby
- Use the correct door when entering or leaving the kitchen service area
- Wipe up all spilled liquids or foods at once. Leave the area clean and dry.
- When glass or china breaks, use a broom and dust pan to sweep up the broken pieces. Then use a damp paper towel to pick up all remaining silvers and small pieces of glass.
- Put broken glass or china into separate trash containers
- Move crates, cartons, and other out-of-lace items from stairways, aisles, and other walkways
-Know where to find and how to use fire extinguishers
- Keep fire doors closed
- Know the location of all emergency exits in the restaurant and kitchen
Heimlich Maneuver and First Aid
Choking is one of the most common restaurants accidents that require first aid.
When food and beverage employees think a guest is choking they follow these steps
1. Find out if the person can breathe, talk, or cough. If he or she can do not apply first aid
2. If the person cannot talk, breathe, or cough, a food and beverage employee should call the property emergency number immediately and ask for help
3. If the guest is conscious and a food and beverage employee has been properly trained, he or she should give the Heimlich maneuver, which consists of grasping a person around the waist and thrusting on the person’s abdomen to force out any blockage
Food and beverage employees who have not been properly trained in first-aid procedures such as the Heimlich maneuver or CPR do not try to give them
Sanitation
One of the most important responsibilities of food and beverage employees is to practice good sanitation procedures.
Food and beverage employees:
-should stay home when sick
-Cover cuts, burns, sores, and abrasions with a tight, dry, antiseptic bandage
-Shower or bathe daily
-Keep clothes or uniform clean at work; change apron if it becomes soiled
-Follow the property’s policies about jewelry
-Keep hair clean and tied back
- Use soap and plenty of hot water to wash hands frequently
If food and beverage employees wear latex utility gloves, they wash their gloved hands thoroughly as they would wash their bare hands.
Gloves can spread germs just as easily as bare hands.
NEVER was hands in sinks that are used for preparing foods
Most germs can only survive and multiply between the temperatures of 40 and 140 degrees F- the Temperature Danger Zone
If food and beverage employees are responsible for maintaining soup, bread, or other hot items, they make sure they are held about 140 degrees Fahrenheit
By keeping hot foods hot and cold foods cold, food and beverage employees can prevent germs from spreading
Always use tongs, serving utensils or scoops when necessary. Always serve ice with a scoop.
Never touch food-contact surfaces, such as the rims or inside of cups, or the tines of forks
If a food item has already been served, reuse it only if it is an individually wrapped item
Wipe up spills promptly
Never stack plates of food to carry them on the table.
Cover mouth when coughing or sneezing, and then wash hands
Wash all dirty tableware immediately after use.
Wash all raw fruits and vegetables before preparation
Health Department Regulations
Every food and beverage operation must follow local health department regulations.
The health department conducts regular inspections to make sure a restaurant follows regulations.
You should ALWAYS follow regulations, not just when it’s time for inspection
14.4 Questions
1. As it relates to kitchen safety, where should broke china or glass be placed?
Separate trash containers
2. When walking closely behind someone, what should you say?
“Behind you”
3. When you think someone may be choking, what is the first thing you should do?
1. Find out if the person can breathe, talk, or cough. If he or she can do not apply first aid
4. List five activities that, once performed, require thorough hand washing.
Smoking, Eating or drinking, sneezing or coughing, using the restroom, taking out the trash
5. Hot food should be kept above what temperature?
Above 140 degrees Fahrenheit 60 degrees Celsius
6. Cold food should be kept between what temperatures?
32 degrees Fahrenheit and 40 degrees Fahrenheit 0 degrees Celsius and 4 degrees celsius
Kitchen Safety
The kitchen is likely to be the busiest place in a lodging restaurant. It is also the spot with the highest potential for accidents.
Employees can help themselves and co-workers by:
-Avoid spilling beverages by watching fro sudden movements or gestures by people nearby
- Use the correct door when entering or leaving the kitchen service area
- Wipe up all spilled liquids or foods at once. Leave the area clean and dry.
- When glass or china breaks, use a broom and dust pan to sweep up the broken pieces. Then use a damp paper towel to pick up all remaining silvers and small pieces of glass.
- Put broken glass or china into separate trash containers
- Move crates, cartons, and other out-of-lace items from stairways, aisles, and other walkways
-Know where to find and how to use fire extinguishers
- Keep fire doors closed
- Know the location of all emergency exits in the restaurant and kitchen
Heimlich Maneuver and First Aid
Choking is one of the most common restaurants accidents that require first aid.
When food and beverage employees think a guest is choking they follow these steps
1. Find out if the person can breathe, talk, or cough. If he or she can do not apply first aid
2. If the person cannot talk, breathe, or cough, a food and beverage employee should call the property emergency number immediately and ask for help
3. If the guest is conscious and a food and beverage employee has been properly trained, he or she should give the Heimlich maneuver, which consists of grasping a person around the waist and thrusting on the person’s abdomen to force out any blockage
Food and beverage employees who have not been properly trained in first-aid procedures such as the Heimlich maneuver or CPR do not try to give them
Sanitation
One of the most important responsibilities of food and beverage employees is to practice good sanitation procedures.
Food and beverage employees:
-should stay home when sick
-Cover cuts, burns, sores, and abrasions with a tight, dry, antiseptic bandage
-Shower or bathe daily
-Keep clothes or uniform clean at work; change apron if it becomes soiled
-Follow the property’s policies about jewelry
-Keep hair clean and tied back
- Use soap and plenty of hot water to wash hands frequently
If food and beverage employees wear latex utility gloves, they wash their gloved hands thoroughly as they would wash their bare hands.
Gloves can spread germs just as easily as bare hands.
NEVER was hands in sinks that are used for preparing foods
Most germs can only survive and multiply between the temperatures of 40 and 140 degrees F- the Temperature Danger Zone
If food and beverage employees are responsible for maintaining soup, bread, or other hot items, they make sure they are held about 140 degrees Fahrenheit
By keeping hot foods hot and cold foods cold, food and beverage employees can prevent germs from spreading
Always use tongs, serving utensils or scoops when necessary. Always serve ice with a scoop.
Never touch food-contact surfaces, such as the rims or inside of cups, or the tines of forks
If a food item has already been served, reuse it only if it is an individually wrapped item
Wipe up spills promptly
Never stack plates of food to carry them on the table.
Cover mouth when coughing or sneezing, and then wash hands
Wash all dirty tableware immediately after use.
Wash all raw fruits and vegetables before preparation
Health Department Regulations
Every food and beverage operation must follow local health department regulations.
The health department conducts regular inspections to make sure a restaurant follows regulations.
You should ALWAYS follow regulations, not just when it’s time for inspection
14.4 Questions
1. As it relates to kitchen safety, where should broke china or glass be placed?
Separate trash containers
2. When walking closely behind someone, what should you say?
“Behind you”
3. When you think someone may be choking, what is the first thing you should do?
1. Find out if the person can breathe, talk, or cough. If he or she can do not apply first aid
4. List five activities that, once performed, require thorough hand washing.
Smoking, Eating or drinking, sneezing or coughing, using the restroom, taking out the trash
5. Hot food should be kept above what temperature?
Above 140 degrees Fahrenheit 60 degrees Celsius
6. Cold food should be kept between what temperatures?
32 degrees Fahrenheit and 40 degrees Fahrenheit 0 degrees Celsius and 4 degrees celsius
START Chapter 14.3
14.3 Food Production and Presentation
Food Production
A lodging restaurant will not continue to operate unless the food served is as good or better than the nearby foodservice operations
To get the best results for the quality ingredients, food is produced as close as possible to the time of service
Once food is prepared, it is properly cared for until it is served.
Excellent service depends on correctly timing meals
A course order is turned in to the kitchen when the previous course
The Kitchen
A complete kitchen in a typical large lodging restaurant may consist of a range section; the garde- manger sections; the pantry area; the butcher shop; the pastry shop and sometimes a bake shop; the scullery (dish and pot washing) areas; an employees’ cafeteria kitchen; the banquet kitchen, and the room service kitchen
A smaller restaurant may not contain a butcher, pastry, or bakeshop.
The garde-manger area is combined with the pantry area
Basic Food Preparation Terms and Timing
Baked- cooked by dry heat in an oven
Boiled- cooked in boiling liquid
Braised- browned in a small amount of fat, then cooked slowly in a small amount of liquid
Fried- cooked in fat
Deep-fried- cooked in enough fat to cover the food
Grilled- cooked on a grid over direct heat, usually hot coals
Poached- cooked in enough simmering liquid to cover the food. A liquid is simmering when it is just below the boiling point.
Roasted- cooked uncovered without water added, usually in an oven, by dry heat
Sautéed- browned or cooked in a small amount of hot fat
Steamed- cooked in steam with or without pressure
Stewed- simmered slowly in enough liquid to cover the food
Plate Presentation and Garnishes
Plate presentation changes from property to property, but some common rules are:
-The correct plate is used
- The food looks fresh and appealing
- There are no drips down the side of the glass or plate
- The entrée portion is placed at the 6 P.M. position
- An appropriate garnish is used
Garnishes are often used to accent food on a plate. They add color, form, and texture to a plate.
Common garnishes are: parsley, lemon slices or wedges, orange slices or wedges, cherries, tomato wedges or cherry tomatoes, carved or grated carrot, chocolate curls, endive, fresh flowers
14.3 Questions
1. Briefly explain the importance of correctly timing meals.
Guests want meals at the correct temperatures, courses brought after a previous one is finished, and all the entrees for the entire party brought at the same time.
2. Describe the areas found in a typical kitchen at a large lodging restaurant.
A complete kitchen in a typical large lodging restaurant may consist of a range section; the garde- manger sections; the pantry area; the butcher shop; the pastry shop and sometimes a bake shop; the scullery (dish and pot washing) areas; an employees’ cafeteria kitchen; the banquet kitchen, and the room service kitchen
3. Define the following food preparation terms: “braised,” “deep-fried,” “poached.”
Braised- browned in a small amount of fat, then cooked slowly in a small amount of liquid
Deep-fried- cooked in enough fat to cover the food
Poached- cooked in enough simmering liquid to cover the food. A liquid is simmering when it is just below the boiling point.
4. At what clock position should an entrée portion be placed?
6 P.M.
5. List five of the most common garnishes used in lodging restaurants.
Common garnishes are: parsley, lemon slices or wedges, orange slices or wedges, cherries, tomato wedges or cherry tomatoes, carved or grated carrot, chocolate curls, endive, fresh flowers
Food Production
A lodging restaurant will not continue to operate unless the food served is as good or better than the nearby foodservice operations
To get the best results for the quality ingredients, food is produced as close as possible to the time of service
Once food is prepared, it is properly cared for until it is served.
Excellent service depends on correctly timing meals
A course order is turned in to the kitchen when the previous course
The Kitchen
A complete kitchen in a typical large lodging restaurant may consist of a range section; the garde- manger sections; the pantry area; the butcher shop; the pastry shop and sometimes a bake shop; the scullery (dish and pot washing) areas; an employees’ cafeteria kitchen; the banquet kitchen, and the room service kitchen
A smaller restaurant may not contain a butcher, pastry, or bakeshop.
The garde-manger area is combined with the pantry area
Basic Food Preparation Terms and Timing
Baked- cooked by dry heat in an oven
Boiled- cooked in boiling liquid
Braised- browned in a small amount of fat, then cooked slowly in a small amount of liquid
Fried- cooked in fat
Deep-fried- cooked in enough fat to cover the food
Grilled- cooked on a grid over direct heat, usually hot coals
Poached- cooked in enough simmering liquid to cover the food. A liquid is simmering when it is just below the boiling point.
Roasted- cooked uncovered without water added, usually in an oven, by dry heat
Sautéed- browned or cooked in a small amount of hot fat
Steamed- cooked in steam with or without pressure
Stewed- simmered slowly in enough liquid to cover the food
Plate Presentation and Garnishes
Plate presentation changes from property to property, but some common rules are:
-The correct plate is used
- The food looks fresh and appealing
- There are no drips down the side of the glass or plate
- The entrée portion is placed at the 6 P.M. position
- An appropriate garnish is used
Garnishes are often used to accent food on a plate. They add color, form, and texture to a plate.
Common garnishes are: parsley, lemon slices or wedges, orange slices or wedges, cherries, tomato wedges or cherry tomatoes, carved or grated carrot, chocolate curls, endive, fresh flowers
14.3 Questions
1. Briefly explain the importance of correctly timing meals.
Guests want meals at the correct temperatures, courses brought after a previous one is finished, and all the entrees for the entire party brought at the same time.
2. Describe the areas found in a typical kitchen at a large lodging restaurant.
A complete kitchen in a typical large lodging restaurant may consist of a range section; the garde- manger sections; the pantry area; the butcher shop; the pastry shop and sometimes a bake shop; the scullery (dish and pot washing) areas; an employees’ cafeteria kitchen; the banquet kitchen, and the room service kitchen
3. Define the following food preparation terms: “braised,” “deep-fried,” “poached.”
Braised- browned in a small amount of fat, then cooked slowly in a small amount of liquid
Deep-fried- cooked in enough fat to cover the food
Poached- cooked in enough simmering liquid to cover the food. A liquid is simmering when it is just below the boiling point.
4. At what clock position should an entrée portion be placed?
6 P.M.
5. List five of the most common garnishes used in lodging restaurants.
Common garnishes are: parsley, lemon slices or wedges, orange slices or wedges, cherries, tomato wedges or cherry tomatoes, carved or grated carrot, chocolate curls, endive, fresh flowers
START Chapter 14.2
14.2 Menus and POS Equipment
Restaurant Menus
The menu is the first and best marketing tool a lodging restaurant can have
The menu dictates what resources are needed
The more complex and varied the menu, the more expensive the restaurant operation
When planning a menu consider these factors:
-What is the target market of the restaurant
- What type of food, beverages, and services will be offered
- Location of the property
- Transportation and parking accommodations and facilities
- Competition
How the menu will affect
Labor- an adequate number of qualified employees with the appropriate skills
Equipment- equipment must be available to produce all items on the menu
Space- adequate square footage is required for all equipment and other needs
Layout and design- the menu affects space and equipment necessary for production
Ingredients- recipes, ingredients important, should be readily available at costs that support selling
Time- the menu will affect timing of food production and service
Cost implications- equipment, space, personnel, and time concerns can all be translate into costs
All food and beverage employees are able to answer the following questions:
- What are the ingredients?
- How is it prepared?
- How large are the portions?
- What goes with it?
- What does it taste like?
-What may guests substitute for this item?
-What cannot be substituted for this item?
Food and beverage employees make a point to sample as many of the items offered as possible.
Employees also explain any words on the menu a guest may not understand
Food and beverage employees tell guests what specials are offered without making them wait.
Point-of-Sale Equipment
A point-of-sale (POS) system is made up of a number of POS units, usually found in the property’s restaurants, gift shops, room service stations, and front desk area.
A POS system will either be manual, electronic, or computerized.
Majority of POS systems are computerized
Electronic and computerized POS units store information in their memory and print the check
The paper used in the printers is called tape, because it is usually three to five inches wide and looks like a calculator or adding machine tape. The tape may have two or three layers of paper.
Computerized POS units in different food and beverage outlets may be liked to each other or the front desk.
Most properties program the keys on point-of-sale
Most computerized point-of-sale units require employees to sign onto the system
14.2 Questions
1. List five of the seven areas of a food and beverage operation that will be affected by the restaurant menu
Time, Cost implications, Ingredients, Layout and Design, Labor, Space, Equipment
2.Why should food and beverage employees be familiar with how menu items are prepared?
Guests will often ask questions
3.What should food and beverage employees be prepared to do when a particular item on the menu is not currently available?
A suggestion for another item
4.List the three types of POS systems
Manual, electronic, or computerized
5. Describe how programmed keys on POS equipment can make a food and beverage employee’s job easir
It is automatically added to a guest’s folio.
Restaurant Menus
The menu is the first and best marketing tool a lodging restaurant can have
The menu dictates what resources are needed
The more complex and varied the menu, the more expensive the restaurant operation
When planning a menu consider these factors:
-What is the target market of the restaurant
- What type of food, beverages, and services will be offered
- Location of the property
- Transportation and parking accommodations and facilities
- Competition
How the menu will affect
Labor- an adequate number of qualified employees with the appropriate skills
Equipment- equipment must be available to produce all items on the menu
Space- adequate square footage is required for all equipment and other needs
Layout and design- the menu affects space and equipment necessary for production
Ingredients- recipes, ingredients important, should be readily available at costs that support selling
Time- the menu will affect timing of food production and service
Cost implications- equipment, space, personnel, and time concerns can all be translate into costs
All food and beverage employees are able to answer the following questions:
- What are the ingredients?
- How is it prepared?
- How large are the portions?
- What goes with it?
- What does it taste like?
-What may guests substitute for this item?
-What cannot be substituted for this item?
Food and beverage employees make a point to sample as many of the items offered as possible.
Employees also explain any words on the menu a guest may not understand
Food and beverage employees tell guests what specials are offered without making them wait.
Point-of-Sale Equipment
A point-of-sale (POS) system is made up of a number of POS units, usually found in the property’s restaurants, gift shops, room service stations, and front desk area.
A POS system will either be manual, electronic, or computerized.
Majority of POS systems are computerized
Electronic and computerized POS units store information in their memory and print the check
The paper used in the printers is called tape, because it is usually three to five inches wide and looks like a calculator or adding machine tape. The tape may have two or three layers of paper.
Computerized POS units in different food and beverage outlets may be liked to each other or the front desk.
Most properties program the keys on point-of-sale
Most computerized point-of-sale units require employees to sign onto the system
14.2 Questions
1. List five of the seven areas of a food and beverage operation that will be affected by the restaurant menu
Time, Cost implications, Ingredients, Layout and Design, Labor, Space, Equipment
2.Why should food and beverage employees be familiar with how menu items are prepared?
Guests will often ask questions
3.What should food and beverage employees be prepared to do when a particular item on the menu is not currently available?
A suggestion for another item
4.List the three types of POS systems
Manual, electronic, or computerized
5. Describe how programmed keys on POS equipment can make a food and beverage employee’s job easir
It is automatically added to a guest’s folio.
START Chapter 14.1
14.1 Getting to Know the Food and Beverage Division
The Food and Beverage Division
The food and beverage division is a very important revenue center for a lodging property.
Typically 3nds only to the rooms division in the amount of revenue
The primary departments that make up the food and beverage division of most large lodging properties include:
-Banquet and catering- responsible for banquets and special functions
- Culinary operations- responsible for food production
- Stewarding- responsible for ware-washing, clean-up, and purchasing
- Restaurant operations- responsible for food service in all food outlets
Types of Food Service Operations
Many hotel food and beverage operations including: gourmet and specialty restaurant, coffee shops, lounges or dining rooms in which live music or shows are performed, room service, combined banquet and meeting room facilities
Food Service Positions
Some basic foodservice positions are: restaurant server, banquet server, banquet setup person, bus person, kitchen steward, room service attendants
Restaurant Servers
Restaurant servers take guest orders then serve food and beverage to guests.
Responsibilities include: preparing for service, greeting guests, taking the order, serving the order, creating a friendly atmosphere where guests can enjoy themselves, closely monitoring guests’ alcohol consumption, completing service, helping co-workers as needed
Banquet Servers
Banquet servers try to exceed guest expectations
Banquet servers are responsible for: preparing for service, inspecting tables for cleanliness and proper setup, greeting guests, serving food and beverages, completing service, breaking down function rooms and service areas, keeping a count of the number of guests served, helping take inventory
Banquet Servers rely heavily on banquet event orders (BEOs). BEOS tell them what the banquet is and what needs to be done
Banquet Setup Persons
Banquets are special events at a lodging property.
Banquet setup employees are responsible for:
-Setting up function rooms according to banquet event orders and property policies
- Cleaning and maintaining all function rooms
- Using, cleaning, and maintaining department equipment
- Handling audiovisual equipment for functions (at some lodging properties, an outside company handles this)
- Breaking down function rooms and service areas
Bus Persons
The primary job of a bus person is to set and clear tables and help restaurant servers and guests as much and whenever possible.
Responsible for: preparing tables for service, prepping side stations, condiments, and silverware, busing soiled linens, dishes, glasses, and silverware from tables, assisting servers and guests to ensure total guest satisfaction
They may be the earliest arriving employees, because they are expected to help set up for service
Telephone Courtesy
Guests will call restaurants to make reservations, ask questions, or to order food or room service
Food and beverage employees try to make every caller feel important by being friendly, polite, and professional on the telephone
Taking Restaurant Reservations
When taking a reservation, food and beverage employees:
-Greet the guest warmly. If its’ a phone reservation, they answer within three rings, and use proper phone etiquette. If someone is making a reservation in person, they welcome him or her to the restaurant.
Find out:
- The name the reservation will be under
- Whether the guest wants a booth or table, if both are available
- The date and time of the reservation
- The number in the party
- Whether there are any special requests
- The guest’s phone or room number
- Whether a smoking or non-smoking room is desired, if it is legal to smoke in a restaurant
- Repeat the information back to the guest to make sure it is correct. Spell names for the guest
- Thank the guest for calling. They initial the reservation in case someone has questions
Tipping Policies
Sharing tips with other food and beverage employees is one way to recognize that excellent service is impossible without the efforts of all food and beverage employees.
Restaurants may handle tips:
- Employees are allowed to keep all of their individual tips.
- Employees share their tips with a few specific co-workers, such as the server, bus person
- All employees combine their tips, which are then divided evenly
14.1 Questions
1. What departments can be found in the food and beverage division?
Banquet and Catering, Culinary Operations, Stewarding, Restaurant Operations
2. List three types of food service operations that may be found on a lodging property.
Coffee shops, Room service, Gourmet and specialty restaurants
3. Why is it important that ALL food and beverage employees are familiar with how to take reservations?
Successful restaurants at lodging properties can get very busy. The host or hostess may need help
4. List the three common tipping policies used in lodging restaurants.
- Employees are allowed to keep all of their individual tips.
- Employees share their tips with a few specific co-workers, such as the server, bus person
- All employees combine their tips, which are then divided evenly
The Food and Beverage Division
The food and beverage division is a very important revenue center for a lodging property.
Typically 3nds only to the rooms division in the amount of revenue
The primary departments that make up the food and beverage division of most large lodging properties include:
-Banquet and catering- responsible for banquets and special functions
- Culinary operations- responsible for food production
- Stewarding- responsible for ware-washing, clean-up, and purchasing
- Restaurant operations- responsible for food service in all food outlets
Types of Food Service Operations
Many hotel food and beverage operations including: gourmet and specialty restaurant, coffee shops, lounges or dining rooms in which live music or shows are performed, room service, combined banquet and meeting room facilities
Food Service Positions
Some basic foodservice positions are: restaurant server, banquet server, banquet setup person, bus person, kitchen steward, room service attendants
Restaurant Servers
Restaurant servers take guest orders then serve food and beverage to guests.
Responsibilities include: preparing for service, greeting guests, taking the order, serving the order, creating a friendly atmosphere where guests can enjoy themselves, closely monitoring guests’ alcohol consumption, completing service, helping co-workers as needed
Banquet Servers
Banquet servers try to exceed guest expectations
Banquet servers are responsible for: preparing for service, inspecting tables for cleanliness and proper setup, greeting guests, serving food and beverages, completing service, breaking down function rooms and service areas, keeping a count of the number of guests served, helping take inventory
Banquet Servers rely heavily on banquet event orders (BEOs). BEOS tell them what the banquet is and what needs to be done
Banquet Setup Persons
Banquets are special events at a lodging property.
Banquet setup employees are responsible for:
-Setting up function rooms according to banquet event orders and property policies
- Cleaning and maintaining all function rooms
- Using, cleaning, and maintaining department equipment
- Handling audiovisual equipment for functions (at some lodging properties, an outside company handles this)
- Breaking down function rooms and service areas
Bus Persons
The primary job of a bus person is to set and clear tables and help restaurant servers and guests as much and whenever possible.
Responsible for: preparing tables for service, prepping side stations, condiments, and silverware, busing soiled linens, dishes, glasses, and silverware from tables, assisting servers and guests to ensure total guest satisfaction
They may be the earliest arriving employees, because they are expected to help set up for service
Telephone Courtesy
Guests will call restaurants to make reservations, ask questions, or to order food or room service
Food and beverage employees try to make every caller feel important by being friendly, polite, and professional on the telephone
Taking Restaurant Reservations
When taking a reservation, food and beverage employees:
-Greet the guest warmly. If its’ a phone reservation, they answer within three rings, and use proper phone etiquette. If someone is making a reservation in person, they welcome him or her to the restaurant.
Find out:
- The name the reservation will be under
- Whether the guest wants a booth or table, if both are available
- The date and time of the reservation
- The number in the party
- Whether there are any special requests
- The guest’s phone or room number
- Whether a smoking or non-smoking room is desired, if it is legal to smoke in a restaurant
- Repeat the information back to the guest to make sure it is correct. Spell names for the guest
- Thank the guest for calling. They initial the reservation in case someone has questions
Tipping Policies
Sharing tips with other food and beverage employees is one way to recognize that excellent service is impossible without the efforts of all food and beverage employees.
Restaurants may handle tips:
- Employees are allowed to keep all of their individual tips.
- Employees share their tips with a few specific co-workers, such as the server, bus person
- All employees combine their tips, which are then divided evenly
14.1 Questions
1. What departments can be found in the food and beverage division?
Banquet and Catering, Culinary Operations, Stewarding, Restaurant Operations
2. List three types of food service operations that may be found on a lodging property.
Coffee shops, Room service, Gourmet and specialty restaurants
3. Why is it important that ALL food and beverage employees are familiar with how to take reservations?
Successful restaurants at lodging properties can get very busy. The host or hostess may need help
4. List the three common tipping policies used in lodging restaurants.
- Employees are allowed to keep all of their individual tips.
- Employees share their tips with a few specific co-workers, such as the server, bus person
- All employees combine their tips, which are then divided evenly
START Chapter 11.1
11. 1 Getting to Know the Maintenance Worker
What is a Maintenance Worker?
A maintenance worker makes certain that guest are able to experience a pleasant nights’ stay in a room that is free from any malfunctions or problems that can complicate the guest’s visit.
A maintenance worker is also responsible for maintaining the function of all areas of the lodging property premises.
Superior Performance Standards
The condition of the guestrooms and guest areas at a lodging property should enhance each guest’s overall lodging experience
Some of the standards of maintenance workers are:
-Behave professionally within the property
-Properly maintain, service, or repair the various areas, equipment, and machinery of the lodging property
-Greet warmly any guests encountered on the property
-Respond quickly to guests’ maintenance requests
-Practice appropriate safety procedures at all times
A maintenance worker’s alertness keeps the property in excellent condition.
Working as a Team
Inform front office employees whether any maintenance work will affect guest’s movement through the property
Inform the front office and housekeeping when a room will be unavailable for sale or for cleaning
Inform the front office and housekeeping when a room is available for sale or cleaning
Preventive Maintenance
Preventive Maintenance (PM) is the practice of inspecting, servicing, adjusting, or performing minor repairs to machinery, and areas of a lodging property before major damage or malfunctions occur.
A few of the benefits to a preventive maintenance program are;
Decreased maintenance costs. Maintenance workers save the cost of having to repair the equipment or damage, or perhaps, making costly replacements if damage is beyond repair
Decreased downtime for maintenance workers. By maintaining a PM schedule, they will always have duties to perform on property as opposed to waiting for the next maintenance request
Decrease in maintenance requests. Maintenance workers can reduce the future likelihood of having to make repairs.
Preventive maintenance is scheduled for the areas of the property that are most crucial to guest satisfaction, safety and security, and to the performance of other departments’ duties.
Maintenance workers often perform PM during time periods when day-to-day lodging operations and guests’ comfort will be least disrupted
Maintenance workers refer to their checklist as the preventative maintenance log to store their checklists and to also document when the preventive maintenance is scheduled and complete
Key Control
Never leave a master key in a door’s lock, and never set it down; bell attendants keep their master keys with them at all times.
If anyone- even a supervisor- asks to borrow the key, bell attendants send that person to the front desk- they don’t loan their key to anyone
Always turn in the key before leaving a property for any reason.
Report any lost keys immediately to the front desk.
Security and Safety
Maintenance workers are a key part of a lodging property’s security system.
Maintenance workers can watch who comes in and out of the property and can look for unusual situations or people who seem suspicious or out-of-place
By regularly checking and testing the smoke alarms on property, maintenance workers ensure that a destructive, potentially fatal fire does not spread across the property
Maintenance Worker Duties
The primary job of a maintenance worker is to keep the lodging property in good repair.
Duties include:
Performing preventive maintenance on guestrooms and public areas
Handling maintenance requests from guests or co-workers
Maintaining pars of all necessary maintenance supplies
Repairing damage to the property
Maintaining the physical structure of the property
11.1 Questions
1. What is the primary responsibility of a maintenance worker?
The primary job of a maintenance worker is to keep the lodging property in good repair.
2. List three benefits that can be derived from a good preventive maintenance plan
Decreased maintenance costs, decreased downtime for maintenance workers, decrease in maintenance request
3. What should a maintenance worker do if a supervisor has requested his or her master key?
Send them to the front desk
4. Lists tasks that maintenance workers are responsible for.
Performing preventive maintenance on guestrooms and public areas
Handling maintenance requests from guests or co-workers
Maintaining pars of all necessary maintenance supplies
Repairing damage to the property
Maintaining the physical structure of the property
What is a Maintenance Worker?
A maintenance worker makes certain that guest are able to experience a pleasant nights’ stay in a room that is free from any malfunctions or problems that can complicate the guest’s visit.
A maintenance worker is also responsible for maintaining the function of all areas of the lodging property premises.
Superior Performance Standards
The condition of the guestrooms and guest areas at a lodging property should enhance each guest’s overall lodging experience
Some of the standards of maintenance workers are:
-Behave professionally within the property
-Properly maintain, service, or repair the various areas, equipment, and machinery of the lodging property
-Greet warmly any guests encountered on the property
-Respond quickly to guests’ maintenance requests
-Practice appropriate safety procedures at all times
A maintenance worker’s alertness keeps the property in excellent condition.
Working as a Team
Inform front office employees whether any maintenance work will affect guest’s movement through the property
Inform the front office and housekeeping when a room will be unavailable for sale or for cleaning
Inform the front office and housekeeping when a room is available for sale or cleaning
Preventive Maintenance
Preventive Maintenance (PM) is the practice of inspecting, servicing, adjusting, or performing minor repairs to machinery, and areas of a lodging property before major damage or malfunctions occur.
A few of the benefits to a preventive maintenance program are;
Decreased maintenance costs. Maintenance workers save the cost of having to repair the equipment or damage, or perhaps, making costly replacements if damage is beyond repair
Decreased downtime for maintenance workers. By maintaining a PM schedule, they will always have duties to perform on property as opposed to waiting for the next maintenance request
Decrease in maintenance requests. Maintenance workers can reduce the future likelihood of having to make repairs.
Preventive maintenance is scheduled for the areas of the property that are most crucial to guest satisfaction, safety and security, and to the performance of other departments’ duties.
Maintenance workers often perform PM during time periods when day-to-day lodging operations and guests’ comfort will be least disrupted
Maintenance workers refer to their checklist as the preventative maintenance log to store their checklists and to also document when the preventive maintenance is scheduled and complete
Key Control
Never leave a master key in a door’s lock, and never set it down; bell attendants keep their master keys with them at all times.
If anyone- even a supervisor- asks to borrow the key, bell attendants send that person to the front desk- they don’t loan their key to anyone
Always turn in the key before leaving a property for any reason.
Report any lost keys immediately to the front desk.
Security and Safety
Maintenance workers are a key part of a lodging property’s security system.
Maintenance workers can watch who comes in and out of the property and can look for unusual situations or people who seem suspicious or out-of-place
By regularly checking and testing the smoke alarms on property, maintenance workers ensure that a destructive, potentially fatal fire does not spread across the property
Maintenance Worker Duties
The primary job of a maintenance worker is to keep the lodging property in good repair.
Duties include:
Performing preventive maintenance on guestrooms and public areas
Handling maintenance requests from guests or co-workers
Maintaining pars of all necessary maintenance supplies
Repairing damage to the property
Maintaining the physical structure of the property
11.1 Questions
1. What is the primary responsibility of a maintenance worker?
The primary job of a maintenance worker is to keep the lodging property in good repair.
2. List three benefits that can be derived from a good preventive maintenance plan
Decreased maintenance costs, decreased downtime for maintenance workers, decrease in maintenance request
3. What should a maintenance worker do if a supervisor has requested his or her master key?
Send them to the front desk
4. Lists tasks that maintenance workers are responsible for.
Performing preventive maintenance on guestrooms and public areas
Handling maintenance requests from guests or co-workers
Maintaining pars of all necessary maintenance supplies
Repairing damage to the property
Maintaining the physical structure of the property
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