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