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.