BAR Operations - 6th Sem

                                                               BAR OPERATIONS 

Introduction and definition Bar is defined as a counter where goods and services of a specified kind are sold and dispensed. Specifically in hospitality industry, it is defined as a counter where food and/or beverages are sold and provided. Thus, there are food bars as well as beverage bars. Food bars include Oyster bars, Snack bars, Sandwich bars etc. However, in food and beverage business, the term 'bar' invariably mean the beverage bars - particularly the ones that serve alcohol. The, term 'bar' connoted as a counter for dispensing goods and services Classification of bar: Bars can be classified in various ways. It may be classified on the basis of its function; architectural concepts, themes, interiors and ambience: patronizing clientele: key beverage (product) served; location; payment of drinks; in-situ (on-premises) entertainment offered, etc. However, noteworthy point is that a certain type of bar may fit more than one classification.

Classification of bar:

 Bars can be classified in various ways. It may be classified on the basis of its function; architectural concepts, themes, interiors and ambience: patronizing clientele: key beverage (product) served; location; payment of drinks; in-situ (on-premises) entertainment offered, etc. However, noteworthy point is that a certain type of bar may fit more than one classification. 1) ON THE BASIS OF FUNCTION On the basis of function bars may be classified into: i. Front Bars: These are also called as public bars. They are situated in front of the house and are characterized by barman-guest contact, facilitating maximum interaction. Here, bartenders serve the public face to face. Some guests are seated and served at the bar counter itself while others purchase drinks at the bar counter and consume standing or carry them to the tables provided. Basic front bars offer adequate bar skills, beverage lists, comfort, decor and ambience. It gets upmarket, stylish, and more lavish, focused (specialized) and more expensive as it evolves into lounge bars and cocktail bars. Front bars may or may not provide entertainment. ii. Service Bars: These are also called as dispense bars. Here, bartenders do not serve the public directly but pour drinks that are picked up by servers and delivered to customers at different locations like the guestroom, a table in the restaurant or a pool­side deck chair. In short, it fills drink orders brought by waiters and waitresses only. Generally in such bars, a single pouring station is enough to handle the volume. Also, guests have no access to service bars and hence are characterized by absence of barman-guest interaction. However, service bars need the same forethought in its planning, has the same functions. Uses the same equipments and performs the same tasks of recording and controlling the pouring & selling of drinks as any other bar. It is of two basic types:

PARTS OF THE BAR

 Typical bar is made up of three parts: 

The Front Bar, the Backbar and the Underbar Often it may have a fourth part - the Overbar. Each part has its special functions The figure shows all these three parts in profile with its standard dimensions. The length of the bar will vary according to need. 

i. THE FRONT BAR: Customers order their drinks and these drinks are served at the Front Bar. Thus, front bar is also called the Customers' area. It is typically 16 to 18 inches wide with an alcohol-proof and waterproof top surface, usually made of laminated plastic. An often padded armrest runs along the front edge. It is usually 13 inches wide. Thus, the total width of front bar is 24-26 inches, The last few inches of the back edge of the front bar are usually recessed, and the bartender pours the drinks here, to demonstrate liquor (well or call) brand and pouring skill. This recessed area is known by various names like rail, glass rail, drip rail, or spill trough

ii. Service Bars: These are also called as dispense bars. Here, bartenders do not serve the public directly but pour drinks that are picked up by servers and delivered to customers at different locations like the guestroom, a table in the restaurant or a pool­side deck chair. In short, it fills drink orders brought by waiters and waitresses only. Generally in such bars, a single pouring station is enough to handle the volume. Also, guests have no access to service bars and hence are characterized by absence of barman-guest interaction. However, service bars need the same forethought in its planning, has the same functions. Uses the same equipments and performs the same tasks of recording and controlling the pouring & selling of drinks as any other bar. It is of two basic types:

a) Back-of-the-house service bars: As the name suggests these are located behind the scenes and hence hidden from guest view. They are smaller and simpler in design. Backbar of such bars have a room for bulk supplies of beer, mixes, liquor stock, etc and has no display. These bars do not require hiding of ugly and noisy equipments and mechanical dispensing systems are often used to increase speed and reduce liquor loss. These bars act as centralized bar dispensing drinks in various guest service areas like various kinds of outlets, guest- rooms, poolside etc. and thus centrally located in a hotel. It does away with the problem of having separate bars thus maximizing the service area of various outlets. 

b) Front-of-the-house service bars: As the name suggests these bars are in full view of the guests but used only for dispensing beverages to the servers against guest's orders. These bars are less usual, are generally found in conjunction with food service and are a part of the dining room. These bars must harmonize well with the overall ambience and due thought should be given to its layout, design and decor for efficiency and economy of service.

 The emphasis is more on functional ambience and is not lavishly equipped as a fullscale public or cocktail bar. iii. Special Function Bars: As the name suggests these bars are used for beverage sales and service at functions like banquets, meetings, receptions, conferences or conventions. It can also be used In recreational areas like golf course and tennis courts, open gardens & pools side or anywhere else in the hotel. It is of two basic types:

 a) Portable bars: It takes the form of mobile trolleys (on castors/wheels) built to specifications. These mobile trolleys are parked in a suitable area when not in use. 

b) Crash bars: These are a make-shift arrangement of trestle tables (horizontal tables held by two pairs of collapsible legs that save space when stored) nested together and dressed up to create a low and open bar counter. Crash bars are more versatile as they can be arranged into any shape or size required and can also be made to harmonize with the decor and ambience of the function. After the function is over, these tables are dismantled and stacked away. 

iv. Minibars: They are also called as in-house bars or honour bars. It is a relatively new concept and consists of a refrigerated cabinet placed in a guest room along with the menu cum rate-list, for consumption by room-guest. Thus, these bars are means of visual merchandising to boost beverage sales. By this option, the guest can enjoy the drink in the privacy of the room.

2) ON THE BASIS OF ARCHITECTURAL CONCERTS, THEMES, INTERIORS AND AMBIENCE

On the basis of architectural concepts, themes, interiors and ambience, bars can be classified into:

 i. Cocktail Lounges: Cocktail lounges are more comfortably furnished, more luxurious in ambience and more expensive than public bars. Thus, it is an enhanced version of public bars. Seating includes chairs with armrests or sofas/couches and coffee tables are spaciously laid out. The ambience is particularly relaxing with enhanced elegance and style. Entertainment may be in form of live music (like Guitarist, Pianist, etc) and some cocktail lounges may be themed. 

Such bars have a comprehensive beverage list and also serve complimentary light snacks with the drinks. Guests use these lounges for a 'sundowner' in the evening or for an aperitif before proceeding to an in-house restaurant for dinner. Overcrowding, stand­up consumption and very high turnovers are not encouraged in bars. Sometimes, there may be a cocktail lounge on privileged floors for the exclusive use of guests staying on these floors.

 ii. Sunken Bars: As the name suggests, these bars are sunk (immersed) and surrounded by water on all sides i.e. it is built in the middle of a swimming pool. These bars are usually found in resort hotels where guests spend a lot of time in and around the pool. Here, guests swim to the bar to collect the drinks and consume it seating at Immersed bar stools or on air floats. 

iii. Tiki Bars: As the name suggests, these bars are themed on the tiki culture i.e. a South Seas-inspired pop culture in United States. This culture was at its height in the 1950s and 60s, and is enjoying a revival now-a-days. Tiki bars are generally made of bamboos, canes, straw mats etc and are decorated with tropical flowers including orchids, fruits, etc. They dispense rum based cocktails and mixed drinks such as zombie, planters punch etc.

Pubs: Also referred to as dive or neighborhood bar in America, it is a contracted form of 'Public House' - a licensed house for the sale and consumption of alcoholic drinks on or of the premises. These are small outlets - pretty much like local places at the comers; very basic, nothing fantastic or special and generally run of the mill bars. They dispense common beers, standard spirits and wines.

3. ON THE BASIS OF PATRONIZING CLIENTELE

 On the basis of patronizing clientele, bars can be classified into:

 i. Meet Bars: Also called as "singles bars", they are patronized by individuals looking for a new friend of the opposite sex for a date to a complete relationship. These individuals stay long enough to meet someone they did like to spend the evening with, and then move on to a suitable place for food, entertainment and leisurely evening together. 

ii. Ladies (Only) Bars: As the name suggests, these bars are patronized by members of female sex only (permanently as opposed to bars having an occasional ladies' night) and tend to be psychologically safer. Men are strictly not allowed in such bars. They generally dispense ladies' drinks like cocktails, gin, vodka, wines, etc. They are popular as the females feel secured as opposed to a regular male dominated bar However, too many ladies bars are not likely to succeed in a single area. 

iii. Gay/Lesbian Bars: As the name suggests, these bars are patronized by gay individuals looking out for a partner. On the other hand, ladies only bar doubles up as Lesbian bars also.

 4. ON THE BASIS OF KEY PRODUCT (BEVERAGE) SERVED 

On the basis of principal beverage sold, bars can be classified into:

 i. Wine Bars: As the name suggests, such bars serve a wide range of wines by glass/carafe/bottle and wine based mixed drinks. Food served include cheese trays, fruit platters and hors d'oeuvre specialties. Wine list consists of a wide variety of wines ranging from inexpensive house wines to quality wines at dizzy prices for accommodating different tastes and budgets. Wine bars are declining as serving only wine limits the clientele to wine-lovers only. Also, purchasing appropriate wines requires expertise and large investment.

 Hence, such bars feature a limited range of beer and spirits to maintain a broad appeal and realizing good profit margin. In stark reality, now-a-days these are simply bars that have a wine oriented ambience and often broaden their offerings by serving meals. Wine bars may also be successfully combined with a smart casual restaurant. Also, it requires professional, knowledgeable staff that comes expensive.

ii. Beer Bars: As the name suggests, these bars stock and serve only/predominantly beer and beer based mixed drinks. They generally carry and sell a variety of different styles and brands of beer like stout, porter, ales, pilsners, draught etc by glass/pitcher/pint/can/bottle. Many a times, such bars are owned/franchised by brewery companies as part of their vertical marketing integration strategy.

 iii. Cocktail Bars: Cocktail bars are full-service bars serving an entire range of alcoholic and non-alcoholic beverages but specializing in wide range of cocktails and mixed drinks - both classical and innovative. Here, the focus is on the cocktail range featured on the menu and the skills & proficiency of the bartender. Cocktail bars are upmarket beverage outlets, commonly found in luxury hotels and are luxuriously furnished and lavishly equipped. It carries a complete range of liquors, garnish, glassware and equipment in order to prepare and serve different cocktails and other drinks. Such bars can be thematic and sometimes open only in the evenings offering professional and elegant tray and bar service. Being a high class and refined bar, standing crowds and congested layouts are unlikely. 

iv. Tequila bars: As the name suggests, such bars stock and serve only/predominantly different styles and brands of tequila and tequila based mixed drinks. 

v. Bloody Mary bars: .As the name suggests such bars serve various styles and variations of the famous mixed-drink (cocktail) Bloody Mary - a mix of Vodka & tomato juice. It also stocks all the items and Ingredients going into its making. 

5. ON THE BASIS OF PAYMENT OF CONSUMED DRINKS 

On the basis of payment of consumed drinks (particularly at bars in banquets/catered events), bars can be classified into:

 i. Host Bars: Also called as Sponsored bars, a host bar is a kind of special function bar where the total consumption of beverages of any type (from what is available) and in any quantity by the Invited guests at the function, is charged to and paid for by the host at the end. Consumption may be recorded and charged on 

a. a drink-count basis,

 b. bottle count basis 

c. per hour basis. 

On a drink-count basis of Host Bar, a system is kept to track the number of each type of drink served through tickets turned over to the bartender by guests, transactions recorded by a point of sale system, or marks on a tally sheet. The consumption is then charged generally With reduced rates (as compared to normal rates) to obtain the host's business. On a bottle-count basis of Host Bar, the entire numbers of bottles used or open is charged upon an agreed price. This is nothing but difference between the beginning inventory and ending Inventory of each type of spirit, beer or wine bottles.

Cash Bars: These are also called as No-host bars, Cash on delivery (COD) bars or A-Ia-carte bars. In some service clubs, some convention functions, and meetings; such bars are set up. Here, the host may pay for the food and venue while the individual participants pay for drinks consumed.

iii. Open Bars: In these kind of bars, the guest gets any type and any quantity of drink desired (limited only by brands and types of merchandise carried) as he has already prepaid for them in the form of a ticket or pass purchased for the event, which include food, entertainment as well as beverages. In other words, the bar is 'open' to the guest to consume any liquor available and in any quantity desired.

6. ON THE BASIS OF LOCATION OF BARS IN HOTELS AND OTHER ESTABLISHMENTS 

On the basis of location of bars in hotels and other establishments, bars can be classified into:

 i. Foyer Bars: As the name suggests, such bars are situated in the foyer (lobby area) of some superior residential hotels and serve drinks in the same area. However,even if there is no such bar, most of the hotels serve drinks to seated guests in the foyer.

ii. Nightclub & Discotheque Bars: As the name suggests, these bars are found in nightclubs (An outlet that is principally open at night for dinner, dance and cabarets. Decor is lavish while service is elaborate. A live band is always there and most establishments insist on formal wear so as to enhance the atmosphere) and discotheques (An outlet which is principally meant for dancing to recorded music.

iii. Airport Bars: As the name suggests, these bars are found on international airports. They are characterized by offering quick service to transit passengers. They are often economically priced because of access to duty-free liquor. It is posh. 

iv. Casino Bars: As the name suggests, these bars are found in casinos. They offer gambling and gaming services as well.

LARGE UNDERBAR AND BACKBAR EQUIPMENTS 

1) EQUIPMENTS FOR MIXING DRINKS 

The main equipment for mixing drinks IS the POURING STATION. It is known by various names like cocktail station, cocktail unit, beverage center or jockey box. It is outfitted with the following equipments:

i. Ice chest (ice bin): Considered as centerpiece of any pouring station, it is usually 30 inches long with sliding or removable doors. Sometimes, it comes with a divider; enabling two types of ice to be stored i.e. cube ice and crushed ice. 

ii. Bottle Rails or Speed Rails: The front of the station consists of a 3.5 feet bottle rail (speed rail) with a shorter hang-on rail on the front. Sometimes, there is a double rail on the hand sink as well. Speed rail contains the most frequently used (poured) liquors. Usually, well brands (brands the house pours when a drink is ordered by type rather than by name) and popular call brands (brands customers ask for by name) are setup within easy reach in the speed rails.

iii. Mixer and Blender: Mixer and Blender are located on a recessed shelf on the right­hand side of the cocktail unit. The shake mixer (spindle blender) has a shaft coming down from the top that agitates the contents of its cup. It is a mechanical substitute for a hand shaker.

 (SPEED RAIL )

(BLENDERS )

( MIXERS)

3. OTHER LARGE EQUIPMENTS 

i. Glass Froster: Usually, a glass froster is used to chill glasses for straight-up cocktails, frozen drinks and ice cream drinks. It is a top-opening freezer that chills glasses at O·F temperature. Always dry glasses and mugs should be placed in the froster, otherwise a thin coat of ice will form on the glass and the glass may stick to the lip of the drinker. Alternatively, a refrigerator will frost a wet glass without making ice. Other alternative is to ice the glass by hand with ice cubes just before the drink is poured.

  ii. Automatic Glass-Washer: For better cleanliness, stricter sanitation laws and labor savings, automatic glass-washers are used now-a-days. It is an alternative to washing glasses by hand. An underbar or backbar rotary glass-washer easily washes up to 500 glasses per hour, giving bartenders more time to prepare drinks. It washes and rinses glasses with tap water, provides a final high temperature rinse (120·F to 160· F) with good chemicals to sanitize them and blow dries them without water-spots.

SMALL BAR TOOLS AND EQUIPMENTS 

All small bar tools and equipments are usually made of stainless steel as it looks good, is long-lasting, durable and can be cleaned easily. Small bar tools and equipments are used for mixing and pouring, preparing condiments to garnish drinks, and for serving.

1. SMALL WARES FOR MIXING AND POURING :

i. Jiggers A jigger is a measure of ounces or fractions of ounces. It is used to measure liquors for cocktails, highballs and other mixed drinks. 

There are two types of jigger 

ii. Mixing glass: It is a heavy glass container having a capacity of 16 to 17 ounces, in which drink ingredients are stirred together with ice. It is used to make Martinis and Manhattans and other drinks whose ingredients blend together readily. It is rinsed after each use. Mixing glasses should be heat-treated and chip-proof,

 iii. Hand shaker: It is a combination of a mixing glass and a stainless-steel container that fits on top, on an angle so that one edge is flush with the side of the glass. It is also called as Boston's Shaker. Usually, it has its own strainer. The stainlesssteel container is known by varied names like mixing cup, mixing steel, mix can etc. It is used for shaking drink ingredients with ice and is used in making of cocktails with fruit juices, egg, sugar, cream, or any other ingredient that does not mix readily with spirits. It is rinsed after each use.

iv. Shake mixer: it is an automatic alternative of a hand shaker and is faster and more efficient. it can even make ice-cream drinks, which the hand shakers can't do·, The mixing container of the shake mixer is also called a mixing cup, steel, or can. 

v. Bar strainer: It is a round wire spring on a handle. It comes with ears that fit over the rim of a shaker or mixing glass and keeps ice and fruit pulp from going into the glass when the drink is poured. The most famous one is the Hawthorn Strainer.

 vi. Barspoon: It is a stainless steel shallow spoon with a long handle and a bead on the end. It is 10 to 11 inches long. The bowl equals a teaspoon. Bar-spoons are used for stirring drinks in a drink glass or mixing glass or cup.

vii. Ice scoop: It is an implement for scooping ice from the ice bin. It has a capacity of 6 to 8 ounces. It makes easy to get the right amount of ice with one swoop of the scoop. Glasses should not be used for scooping ice.

 viii. Ice tongs: They are designed to handle one cube of ice at a time. They serve an important function of hygiene, as hands should never touch the ic3 c a that goes into a drink. 

ix. Muddler: or muddling stick: It is a wooden tool that looks like a little baseball bat. One end is flat for crushing one substance into another. For instance: sugar crushed into bitters in an Old-Fashioned. The other end is rounded and can be used to crack ice.

 x. Funnels: They are needed in several sizes for pouring from large containers into small ones. For instance: transferring special mixes from bulk containers into plastic bottles for bar use. Some funnels have a screen at the wide end to strain out pips and pulp.

 xi. Fruit Squeezer: A bar-type fruit squeezer is a hand-size gadget that squeezes half a lemon or lime for a single drink, straining out pits and pulp, 

xii. Glass Rimmer: It is a gadget used to rim a glass with salt or sugar, It is made up of three trays. One contains a sponge that is saturated with lemon or lime Juice, the second contains a layer of salt, and the third a layer of sugar. The glass rim is pressed on the sponge, and then dipped in salt (for a Margarita or a Salty Dog) or sugar (for a Side Car).

BAR PREPARATION :

Bar opening duties include:

  completing the requisition for bar stocks for the day's trading (business): 

 carrying out housekeeping duties: 

 cleaning one area of the bar shelves thoroughly on each day of the week, so that over the seven-day period every part of the bar receives attention: 

 requisitioning food items which are required from the stores: 

 wiping and polishing bar arid table tops where appropriate;

  collecting dean linen before service; 

 restocking the shelves in the bar behind the bottles which are already there; labels should always face the customer with each bottle wiped clean as it is put in place; old stock is put in front of the new stock;  checking that an adequate supply of ice is available;

  checking the cash float

  laying out cocktail equipment where needed; checking that optics are in working order; 

 attending to the beer casks in the cellar and turning on the beer taps; a small sample of each beer should be tasted;

  polishing the glassware.

Bar closing duties include: 

 checking and clearing the tills; 

 completing bar summary sheet;

  removing empty bottles from the bar; 

 attending to the beer casks in the cellar and turn off the beer taps; 

 collecting all glasses and ashtrays from the bar tables; 

 brushing out the ashtrays into a metal bin with a 2'/2 - 3 inch paintbrush;

 making the bar ready for early cleaning the next morning by placing the chairs on the tables;

  starting a requisition list of known items of stock which will be required the next day; the list will be completed by the next day's opening team; 

 washing all glassware; 

 returning useable fruit to the fridge;

  disconnecting electrical equipment, except for tills and refrigeration or cooling cabinets, by removing the plugs from the sockets; 

 pulling down and securing all grills, hatches and windows.

BAR THEFT & FRAUD 

Although bar and beverage control may be more accurate and successful than food control; bar thefts and frauds inevitably occur. Some are standard and universal while others are situation based, Some of them are bar billing frauds while others are frauds by manipulating the liquor being served, Of course billing frauds are prevalent in restaurant operations as well, but occur more frequently in a bar owing to the barman himself doubling as the cashier, the relatively more informal attitude of the guest, the trust he places in the barman, an inability to maintain an accurate drink count and his own state of insobriety which makes him pay cash on demand for the drink without asking for the cheque/bill and without checking the bill if one is offered, The existing control system and the manner in which cash is collected in the bar could proude for loopholes leading to theft of money. 

Keeping a separate cashier and barman may not solve plug the loopholes if there is a collusion between the two, and in order not to allow a nexus to proliferate, bars employing more than one cashier have a policy of rotating the shifts of their cashiers and in. hotels having several outlets, a different cashier is assigned to the bar each-week I fortnight. There are several frauds that can be perpetrated with cash registers in a bar. However, higher degree of automation and the inclusion of an audit (till) roll may trace them and help to minimize some of them, While on the topic of billing frauds It must be mentioned that actions on part of the guest such as paying only against a bill checking the same, and Insisting on a paid copy of the bill have an important role in discovering and controlling billing frauds, It is not uncommon to find the words 'This is not a bill" printed across a totaling slip or KOT to enlighten the guest against possible fraud.  

Why are bar frauds widespread?

Bar thefts and frauds are widespread because of the following reasons: 

a) Personnel handling cash (like bartenders, cashiers, service staff, etc) often hold low-paid, entry-level positions. Moreover, these employees frequently move from job to job and have little identification/loyalty to a property. 

b) The busy environment and the complexity of production/service tasks provide the opportunity to personnel in such beverage operations to take advantage of loopholes in income control systems and provide ample scope to dishonest bartenders to perpetrate frauds. 

c) To some extent, many managers are simply apathetic about employee thefts and frauds. Some feel that theft is inevitable and simply increase prices to cover It.

BAR THEFTS & FRAUDS 

Dishonest bar staff (attempt to) steal sales revenue in many ways. 

The different ways by which the employees steal (revenue and liquor) and precautions that the management can take to reduce the possibility of theft and hence frauds are given sequentially hereby BEVERAGE (LIQUOR) RELATED THEFT AND FRAUD 

These thefts and frauds are generally due to manipulation of quantity, quality or source of liquor by the bartender or beverage servers (waiters). 

i. Underpouring: Also called shortpouring, it is pouring a measure lesser than what has been ordered by a guest. (e.g. If a bar man underpours- five drinks by one sixth the normal measure, it results in an excess which can be sold as a sixth drink. Here, the sale of sixth drink is not recorded and the resulting cash payment is pocketed.) This fraud does not affect the beverage cost percentage. Underpourinq alcohol in mixed drinks is widespread and goes unnoticed because it is pre-mixed when served. Sometimes, underpouring is resorted to compensate for shortages caused by overpouring.

Precaution: Bartenders should be told to prepare aI/ drinks using a peg measure and not to free pour under any circumstances; Other solutions include a policy of pouring in full guest view wherever possible, use of bar optics (pourers) fitted to bottles that deliver an exact measure of liquor, the use of automatic drink dispensing systems, and use of shoppers to regularly observe and report on this fraud. Moreover, bartenders should not be allowed to use their own measuring devices to avoid this fraud. 

ii. Dilution: Diluting liquor (like gin, vodka, white rum, silver tequila, etc which are colourless) and pocketing income from the additional drinks sold is called Dilution. Further, if this liquor is used in cocktails it is unlikely that the guest will notice minor changes in taste. Dilution is resorted to compensate for shortages caused by overpouring.

Precaution: Use shoppers to regularly watch the bartenders and investigate frequent guest complaints about the strength of the liquor. Bottles may be checked as some liquors turn cloudy when water or soda are added other liquors turn a lighter colour. One way pourers in the neck of the bottle are other way of preventing dilution. Density checks with the help of a hydrometer may be performed if dilution is suspected and compared with its original density. 

iii. Bringing in personal bottles: Also called the Phantom bottle fraud, bartenders serve drinks from these bottles when the guests order matches with the nature/brand of liquor brought in by them. The sale is not billed and the cash is pocketed. This fraud does not affect the inventory levels nor the beverage cost percentage but results in severe loss of revenue to the organization. 

Precaution: Marking/identifying hotel bottles in a unique and hard to duplicate manner (like stamping) and regular visual inspection helps to eliminate this practice. Keep bottle stamps secure (e.g. in a safe) so that employees cannot misuse them. Another that could be used along with stamping is to break all empty its contents into an empty liquor bottle that has the property stamp. 

iv. Substitution: Serving a lower quality brand when guests order for call brand & billing the guest for the expensive call brand, thus pocketing the extra cash is called substitution. Some bartenders even fill an empty call brand bottle with house brand. In this case,even guests seated at the front bar will not suspect that a wrong brand is being served. Here, the inventory may reveal a shortage if the stock of each liquor is listed and maintained separately. To cover up, the bartender may resort to leveling off the shortage by dilution, short-pouring, or adulteration by adding similar liquor (of some other brand). 

Precaution: Bartenders and bar-servers should be made to write all drink orders on a BOT, which is billed by a separate cashier. Having a separate cashier is desirable as it makes the billing function independent of the liquor service function which facilitates control. An alternative method is to write all drink orders onto a check and having the bartender ring up the amount on the guest bill before serving the drink, thereby Charging the guest the right amount (and denying the bartender any excess).  

v. Using personal drink measuring devices: Aiding in underpouring, these personal drink measures (invariably of a lower volume) help obtaining excess liquor, selling the same and pocketing the excess cash. Guests do not suspect as liquor is filled to the brim before being dispensed into the glass and they would never doubt that the volume of the peg measure itself is faulty.

 Precaution: Routinely check the portion control tools (peg-measures, pourers, etc) and the bartenders should be made to use only the tools provided by the facility. (In India, standard measures may be purchased from shops approved by the Government under the Weights and Measures Act). 

vi. Selling drinks for cash and recording them as spilled, accident, returned, walk-out or complimentary: It helps in pocketing the money that results from the sale. Sometimes, staff collects the beer from undrained bottles and glasses to fill a full bottle, designated it as a flat beer and claim a replacement In exchange. It is then sold and the proceeds are pocketed or simply drunk by the bartender.

 Precaution: Bartenders should not be authorized to give out free drinks and any complementary drink must first be authorized by somebody in authority. Any returned drinks and requests for replacements must be approved by management. Also, accidents must be evidenced by the service staff and approved by the management (like showing the crown intact neck of a beer) before a replacement is given. To avoid frauds like building the bottle, close supervision of table clearance, introduction of a policy of removal of the used beer bottles to the pantry area where they will be stacked in an inverted manner, and the immediate clearance of all glasses to the wash-up area for washing.

vii. Misuse of "one full against one empty bottle" policy: In hotels/restaurants that have a system of issuing one full against one empty bottle; bar personnel may bring in empty bottles from out and exchange for full bottles from the hotel store/cellar. Consequently; drinks from bottles are sold and the cash pocketed. It results in a sharp difference of the beverage cost as the bottle cost is incurred by the hotel without a corresponding increase in its revenue.

 Precaution: Having an established par stock and random checking of this par stock is recommended so that the fraud is avoided. But a better precaution is to stamp the purchased bottles with signature of the cellarman or special identifying label or special sticker or a rubber stamp to which only authorised personnel have access. Comparing standard beverage costs to achieved beverage costs periodically may eliminate this kind of fraud. 

viii. Overpourinq: Bartenders do so to influence the guest for a larger tip or buy them (bartenders) a drink.

 Precaution: Bartenders should be told to prepare all drinks using a peg measure and not to free pour under any circumstances. Other solutions include use of bar optics (pourers) fitted to bottles that deliver an exact measure of liquor, the use of automatic drink dispensing systems, and use of shoppers to regularly observe and report on this fraud. Moreover, bartenders should not be allowed to use their own measuring devices to avoid this fraud. 

 

6th Sem notes ( F&B Operations)

Food & Beverage Department Organization & Hierarchy Chart

 A hotel organization has different levels of staff to perform various operations. Each of the staff members is responsible for a particular task on a day-to-day basis. The food and beverage personnel in such restaurants can be categorized into three levels:

• Managerial Staff
• Supervisory Staff
• Operational Staff

Managerial Staff

This category of staff is on the top of an organizational chart. Also known as ‘Top Management’. This category has a lesser number of people who participate in decision-making. They are responsible for the overall performance of an establishment.

Supervisory Staff

This category of staff takes the middle part of an organizational chart. They are also called ‘Middle Management’. This category fills about 15% of the total number of staff. Their main responsibility is to supervise the decisions, made by the top-level management.

Operational Staff

This category of staff is at the bottom end of the organizational chart. They are the ones who actually have hands on the job. Most of the physical work is performed in this category. They make up to 80% of the total staff. Waiters/ Stewards are the common examples.

Hierarchical Organizational Chart of Food & Beverage Department

Food & Beverage Organisational Chart

F&B Manager

 He is responsible for the implementation of agreed policies for contributing to the setting of catering policies. He is responsible for organizing, planning, supplying and executing the “Food and Beverage” responsibly.

Assistant F&B Service Manager

In absence of the F&B Manager, the Asst. F&B Manager acts as the departmental head. In general, he helps the F&B Manager in running the department smoothly and acts as his deputy.

Restaurant Manager

He has overall responsibility for the organization and administration of the food and beverage service areas. 

Head Waiter/Senior Captain

He has overall charge of the staff team in the dining room and is responsible for seeing that all the duties necessary for the preparation for service are well and efficiently carried out, and nothing is forgotten.

Senior Steward/Station Waiter

He must be able to carry out the same as a head waiter and relieve him on his day off.

Junior Steward/Junior Station Waiter

He is next in seniority to Senior Steward and aids him in his work.

Apprentice/Trainee

He is a learner, having just joined the F&B Service staff and possibly wishing to join the service industry and take it as a career.

Sommelier

Also known as a wine steward, is a trained and knowledgeable wine professional, normally working in fine restaurants, who specializes in all aspects of wine service.

French Names of F&B Staff

English	American	French
Restaurant Manager	Restaurant Manager	Directeur de Restaurant
Senior Captain	Head Waiter	Maitre d’ Hotel
Captain	Station Waiter	Chef de Rang
Asst. Captain		Demi Chef de Rang
Sr. Steward/Steward	Waiter	Commis de Rang
Asst. Steward	Asst. Waiter	Commis de Brasseur
Apprentice	Trainee	De Brasseur
	Carver	Trancheur

Job Description of Food & Beverage Staff

Here, we will discuss the job description of food and beverage staff in a restaurant.

Every restaurant in a hotel has a certain organizational structure among its employees. This hierarchy goes from top to bottom, from director to trainee. Since we’ve already discussed the hierarchy of the food and beverage department, we’ll directly go into their exact role now.

Let’s take a look at the most common team members of a restaurant and their daily tasks.

Job Description of Food & Beverage Manager

Job Title: Food & Beverage Manager

Reports to: General Manager

Supervises: Restaurant Managers

Job Summary: The F&B Manager is responsible for the setting up of, and implementation of food and beverage policies. 

Duties & Responsibilities of Food & Beverage Manager

• Making sure that the required profit margins are achieved in a financial period

• By coordinating with Kitchen, compiling new menu lists for different outlets, including portion sizes and setting prices

• Employing & dismissing staff

• Holding periodic meetings with section heads of different restaurants to ensure that everything is being achieved as per the goals and strategies

• Purchase of all materials including food, drinks and other equipment if required

• Ensuring the food quality is maintained

• Compiling wine lists according to the stock, trends and customer needs

Important Note: If the establishment is large, there is one more member which comes under the F&B Manager but above the restaurant manager: Assistant Food & Beverage Manager.

Job Description of Restaurant Manager

Job Title: Restaurant Manager

Reports to: Food & Beverage Manager

Supervises: Senior Captain, Hostess, Servers, Busboys and Trainees/apprentice

Note: If the restaurant is large, there could be multiple supervisors.

Summary: To meet and recommend goals by leading a service team that ensures that high-quality service is being provided to guests with personalized attention.

Duties & Responsibilities of Restaurant Manager

• Monitor budget and plan accordingly for the year

• Keep team motivated and provide training regularly

• Conduct daily briefings thus ensuring all the issues of the team are solved, as well as discussing important things of the day

• Check if mise-en-scene (meez-anh-scene) and mise-en-place (meez-anh-plah) is done properly

• Control expenses and try to reduce wastage

• Create up-selling menu items, promotions and merchandising

• Connect with guests on a personal level to make guests feel welcome and ensure continued patronage

• Create Duty Roasters and develop staff rotation charts

• Ensure discipline, hygiene and safety of the restaurant

• Coordinate with other outlets to make sure operation runs smoothly 

• Keep a managed stock of supplies

• Resolve complaints and grievances of guests

Coordinates with

• Kitchen - For food preparations

• Stewarding - For a continuous supply of clean service-ware

• Housekeeping - For cleanliness and supply of linen

• Accounts - For budgets and depositing daily sales

• Engineering - For maintenance and safety

• Marketing - For sales and promotions

• Stores - For supply of alcoholic beverages, operational supplies, etc

Job Description of Restaurant Supervisor / Senior Captain

Job Title: Restaurant Supervisor

Reports to: Restaurant Manager

Supervises: Servers, Busboys and Trainees/apprentices

Summary: Plan, organize, supervise and train the service personnel in the restaurant for quick and efficient service to guests.

Duties & Responsibilities of Restaurant Supervisor

• Lead the team and deputize in the absence of the Restaurant Manager and ensure smooth functioning

• Allot daily duties to staff to meet work exigencies ensuring equity of work

• Ensuring the maintenance and aesthetic upkeep of the restaurant with the help and coordination of the Housekeeping and Engineering departments

• Develop sales through up-selling, guest contacts and personalized services

• Ensure speedy, quality and personalized delivery of food to each and every guest

• Apprise staff performance and recommend rewards to the restaurant manager

• Serve wines and beverages according to the international standards

• Prepare flambé items, if applicable, with showmanship and authenticity

• Maintain and control the par stocks of cutlery, crockery, linen and other supplies

• Hand over lost and found items to the Housekeeping as per rules.

Coordinates with

• Kitchen - For food preparations

• Stewarding - For a continuous supply of clean service-ware

• Housekeeping - For cleanliness and supply of linen

• Accounts - For budgets and depositing daily sales

• Engineering - For maintenance and safety

• Marketing - For sales and promotions

• Stores - For supply of alcoholic beverages, operational supplies, etc

Job Description of Head Waiter (Captain)

Job Title: Head Waiter

Reports to: Restaurant Supervisor, Restaurant Manager

Supervises: Servers, Busboys and Trainees/apprentices

Summary: Organise and supervise an assigned restaurant station with the goal to provide fast and efficient food and beverage service.

Duties & Responsibilities of Head Waiter

• Train and supervise servers to give high standards of service in terms of time, quality and personalisation

• Supervise the mise-en-place of the assigned station

• Inspect table layouts in the station

• Check and inspect all the cutlery, crockery and equipment to see if they are of serviceable standard.

• Give wine service

• Control the inventory of cutlery and service equipment allotted to the station

Coordinates with

• Kitchen - For timely supply of food

• Bar - For the supply of alcoholic beverages like beer, wine, etc

• Housekeeping - For cleanliness and supply of linen

• Stewarding - For a continuous supply of clean service-ware

Job Description of Waiter (Steward)

Job Title: Waiter

Reports to: Head Waiter, Supervisor, Restaurant Manager

Supervises: Busboys and Trainees/apprentices

Summary: To provide quick and personalised service to all guests at allotted tables 

Duties & Responsibilities of Waiter

• Attend briefings before opening the restaurant

• Learn about the du jour items, not-available items, menus, specialities

• Complete mise-en-scene and mise-en-place before the restaurant opens

• Check all the equipment and furniture for their serviceability

• Clean and polish alloted silverware, cutlery, glassware and chinaware

• Stock the side station with sauces, jams, salt, pepper shakers, butter dishes linen and other required items

• Lay table covers as per standards set

• Fold napkins as per the standard style

• Receive, greet and seat guests

• Present menu cards, wine lists, and take orders

• Serve food and beverage to guests

• Present the guest with the cheque/bill and receive payments

Coordinates with

• Kitchen - For timely supply of food

• Bar - For the supply of alcoholic beverages like beer, wine, etc

• Housekeeping - For cleanliness and supply of linen

• Stewarding - For a continuous supply of clean service-ware

Food and Beverage Service Organization Chart / F&B Service Organization Chart

The organisation chart of Food and Beverage Service department should provide a clear picture of the lines of authority and the channels of communication within the department. In a large hotel, the department is headed by the Food and Beverage Director who is assisted by the respective outlet managers / Asst. F&B Manager.

F&B Service department chart not only provides for a systematic direction of orders but also protects employees from being over directed. The organogram chart shows that each employee should take orders only from the person directly above him/her.

A copy of the chart should be posted in an area so that all F&B staff can see where they fit into the overall organisation of the department. Ideally, the organization chart needs to be placed on the F&B office notice board and the back of the house area of each F&B Outlet.

F&B Department Organization Chart

 

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.