Food and Beverage Management Food and Beverage Service.

Food and Beverage Management

Food and Beverage Service

ServiceService is the culmination of all the planning and

production

Service must be successful – or it is all wasted

Servers and FOH managers are the face of the operation

Service StylesTable Service

American ServiceEnglish ServiceCart ServiceRussian ServiceMilitary

Buffet Service

Cafeteria ServiceScramble Layouts

Service StylesQuick Service

70 % of sales can be generated by drive through

Fast Casual

Delis

Tray ServiceTypically non commercial operations (hospitals,

airlines)

Room Service

Components of the Guest Experience

Standard Operating Procedures

Training“Guest is always right” Identify entreesMenu KnowledgeSanitation & Safety

Grooming

Attitude

Components of the Guest Experience

TeamworkExpeditorRunnersBartendersBuilds Morale

Orders in on time and the proper format

Preopening Inspecting Facilities

Following Reservation Procedures

Assigning server stations

Performing Side work

Holding server meetings

InspectingRoom Temperature

Lighting

Safety ( ripped carpets)

Good “Show”

Tables set and ready

ReservationsSystems and Policies vary

Specific time (staggered intervals)Time RangePriority SeatingNo reservations at all

Help manage labor and production

Specify those who can take reservations – and make “judgment” calls

Have policies and procedures for “No Shows”, Large Parties, special requests (birthdays, etc.)

Assigning StationsA Food Server station is a specified number of tables

in a location that are the responsibility of the server

Some assign tables by guests on a rotation basis

Number of tables assigned depends on: Number of seats Style of Service Expected guest turnover Server experience Training duties Distance from kitchen and bar Variety of menu Number of servers scheduled Popularity of station

SideworkSetup and clean up work assigned prior to

opening

If not completed, stations may run out of service items and cause guest inconvenience

Managers need to follow up to make sure completed as assigned

Nothing makes a sever angrier than the previous shift not doing the assigned sidework

Shift MeetingsPrior to each service a brief meeting should be

held

Topics include:Station assignmentsDaily Specials (taste as well)VIP guestsMenu pricesTraining in preparation

Providing Guest ServiceSequence

Welcome the GuestPour or set waterPresent Menu and Wine ListTake beverage orderServe BeveragesAsk for appetizerServe appetizer (or place order then return to…)

Providing Guest ServiceTake Entrée and wine order (also special dessert)Remove appetizer order (if done – from right side)Serve wineServe salad and breadRemove salad platesServe EntréeCheck to make sure guest is satisfiedClear tableTake dessert order and after dinner drink ordersServe dessert order and drinksPresent the check

Special SituationsServing Alcoholic Beverages

LiquorServer should know “terms” – On the Rocks, straight

up, with a twist, neatDelivered on a cocktail tray Serve to the right hand of the guestClear glasses as soon as empty

Wine ServiceShow guest the wineOpen properlyPour a taste for hostKnow what to do if the host does not like the wine

Responsible VendorDram Shop acts

Negligence – “reasonable care”

LiabilityCivilCriminalAdmistrative

Computers and the Service Process

Electronic Cash Registers (ECR)Stand alone device

Point of Sale Sytems (POS)Connected to central CPU

Pre check Terminals No Cash Drawers

Cashier Terminals

Order EntryOrder entry devices typically have:

Touch screen displays or keyboards

Menu boards – screen overlay or screenPreset Keys – labeled (may be a picture)Price Look up key – allows entry by code for itemModifier keys – preparation instructionsFunction Keys – clear, discount, no saleSettlement KeysNumeric Keypad – for manual entries “open food”

DevicesMagnetic strip readers for credit cards

Guest Check Printers

Work Station Printers

Receipt Printers

Wireless handheld server terminalsMostly pre check terminalsVery efficient for large restaurantsCan communicate with kitchen – instructions or if

an item is sold out.

Software & ReportsMenu Item File – data for all meal periods and

menu items sold – includes item ID numbers, price, recipe code numbers, historical data

Open Check files – current data for all open checks. Check open check file at the end of shift before sever departs

Labor Master File – labor reports

ECR/POS reports –database for reports, menu items, server performance, sales reports. Can be custom built for many variations.

Technology and Guest Ordering

Online Ordering Systems – carry out and delivery

Call Centers – used by some drive throughs

Digital Signage Menu boards

Self Service kiosks

Smart Phone Ordering

Other – Netflix pizza

Food and Beverage Controls

Guest Check Systems –Old School

Pre check Registers –Uses passcodes to authorize the order to work

registersReconcile at end of shift

Income Collection SystemsServer is the cashierCashier

Revenue Control and Beverage

Bartender is unique – takes orders, makes orders and collects payments

Opportunities for mischief

Watch for theftFree DrinksMaking change from tip jarsNo Sales – watch for tracking clues – stirrers, etc.

Other SneakinessUnderpouring or diluting

Pouring from personal bottles and keeping cash

Counting sales of drinks, then ringing up “Bottle Sale”

Selling for cash - then ring up as “Comp”

Undercharging / wrong brand

Reusing paid checks

Collecting cash with no receipt

Increasing SalesCan increase the Bottom line significantly

Guest is already there

Make it a contest

Suggestive sellingSpecials – “We have a lovely Dover Sole tonight -

but it is limited, may I put an order in for you?”

Up sellingAdd items to order – “want fries with that?”

Next WeekQuiz Chapter 10

Chapter 12 & 13 –

Last Lecture!