5th Semester_ F&B Ops.

💥 PLANNING AND OPERATION OF FOOD & SERVICE💥

General thought regarding establishing an outlet, what all information you require, Funds, location, clientele, policies, etc.  

💬STEPS FOLLWED IN PLANNING AN OUTLET

Planning is the first and the most important factor to be considered while establishing an outlet. Proper planning reduces project time and labour cost. There are three steps involved in planning.

STEP 1 Doing market survey and gathering information. Actually developing the blue prints and putting plans into practice.

STEP 2 Procuring funds and the required space area or building and equipment; setting standards (SOP) and recruiting staff.

STEP 3 Listing out policies and procedures, setting goals and targets to be achieved in a particular time frame. Defining service standards and focusing on operations to bring in more profits.

POINTS TO BE CONSIDERED WHILE PLANNING AN OUTLET

Location: Location of the outlet plays a major role in deciding the operations. It also affects the profitability.

Operations of an outlet located in tourist spot or in a resort area is different

from those in an outlet located in an urban area.

Target market: Recognizing a market segment and understanding their preference is very important to cater to a target market

Business Potency: Knowing the potency of a particular market segment or location is essential to start an outlet, because business comes from the potential guest and not from the population of the market.

Budget: Budget affects the size and quality of operations. Most of the planning is directly connected to budgeting. One should remember to include initial operational costs in the budget.

Space availability: Procuring space for establishing an outlet is one of the major difficulties faced. Sufficient space is required to accommodate the potential guests, and more often this is expensive. Space should not be very from targeted location

Availability of skilled manpower: Success of any operation depends on the quality of services offered. Quality service can be achieved by setting high standards. To maintain the high standards and to provide speciality services, skilled staff is required. Getting skilled labour is expensive.

Local Influence: The greatly affecting factors are religious and communal restrictions, culture life style, and eating habits of a particular locality.

Competition: Identifying and studying competitors is important while planning an outlet. A detailed analysis of the competitors helps in introducing new concepts and better services in an outlet

Legal aspects: This is important and generally ignored aspect of outlet planning. Finding and completing all legal formalities is essential. It is always advised to adhere to local laws.

PHYSICAL LAYOUT OF AN OUTLET

The term ‘layout’ means positioning of the work centres. Work centers can be main operational areas or ancillary areas. These areas are arranged with respect to the equipment used in a particular area and the flow of operations.

It is also necessary to keep in mind the architectural and infrastructural difficulties while making a layout; for example, services such as drainage and fuel supply lines.

A layout is the first step towards putting plans into action.

OBJECTIVES OF A GOOD LAYOUT

1.    To make maximum or optimum use of the available area, keeping equipments in an orderly way

2.    Giving maximum moving space to the staff and the guests

3.    To allocate washing and storing areas

4.    To ensure that service time is minimal as possible

5.    To ensure smoother flow of operations

6.    To reduce unnecessary movements of the staff and equipments.

7.    To give comfortable working conditions to staff

8.    To ensure safe environment

9.    Guest flow path and staff flow path should not cross each other

The space required for any food and beverage outlet is calculated based on

the seating capacity, arrangement, and type of operations. A general guideline is that, the guest area should be 70% of the total outlet space. The rest 30% can be for the supporting areas. This percentage may differ from operations to operation. First, it is essential to identify the capacity of an outlet. This can be calculated with a simple formula based on three factors.

§Expected Guest Flow /Potential Covers: This figure can be achieved by

doing market study and competitor analysis.

§Available Service Time /Operating Hours: This is outlet opening time for a

meal in minutes.

§Average Meal Time: This is the average time taken to consume one meal in

the outlet. This is decided based on the type of operations and the menu offered.

By applying the above figures into formulas, we can calculate the required cover capacity for an outlet.

Available service Time = XYZ (Possible Turnovers)

Average Meal Time

Expected Covers = Minimum covers required

XYZ

The above formula can be easily understood with the following example:

Expected covers = 180

0 0

Available service time = 120 minutes (2 hours)

Average meal time = 30 minutes

120/30 = 4

4 is the count of possible turnovers

180/4 = 45

So, the minimum covers required are 45. You can add some overflow covers and make it a 50-cover seating arrangement.

A standard table of 4 covers occupies 8 x 8 ft, (i.e., 64 sq. ft. area, which

included the space occupied by the chairs and the moving aisle).   

The above figure translates that on an average one cover requires 16 sq. ft.

area.

For the above 50-cover seating arrangement the area requirement is 50x 16 = 800sq. ft. But this 800 sq. ft. is the space required only for the seating arrangement and moving aisle. To accommodate the required space for other

areas such as side stations, buffet (if applicable), and guest waiting area, 25 per cent space should be added.

That will make it 800+200 = 1000 sq. ft. (total guest area).

As discussed earlier, guest areas are 70 percent of the total area . This translates that 1000sq.ft. is 70 per cent and the rest 30 per cent is the supporting area.

The supporting areas is 428 sq. ft.

The guest area is 1000 sq. ft.

The total area required to establish a 50 – cover outlet is 1428 sq.ft. (approx)*.This is for basic understanding.

Other factors that affect the space calculation are as follows:

Type of operation

Service design

Service stations and billing points

Back area and storing area

Kitchen location nteriors and décor

THE STAFF REQUIREMENT CALCULATION

The staff number and organization of an outlet depends on its type and size. The service design and the standards to be maintained determine the skill levels of the staff. But the number is always in relation to the number of covers to be served. This is also known as “staff ratio”.

*The calculation is only for basic understanding

Points to keep in mind whole staffing an outlet are as follows:

Kitchen efficiency

Service design and its complexity

Equipment and modern techniques used

The staff requirement for an existing outlet can be calculated by the formula given below:

Total covers forecast per shift = Number of staff required Average productivity per shift

Total Covers Forecast: This figure can be achieved by analyzing the past sales records or the guest flow reports. This number may not be accurate all the

time. But with experience and practice, we can predict a very close to actual

figure.

Average Productivity: This can be measured by analyzing sales per waiter over a given period of time or a shift. The other commonly practiced method is to calculate the covers served by a waiter over a period of time.

Total covers served in a shift = Average productivity per shift Number

of waiters in a shift

The above formula might not be effective for a new outlet and fresh requirement. The reason is that the average productivity cannot be calculated

for a newly established outlet. So, the best way to conclude on staff requirement

is to follow the standard guidelines.

The general guideline for speciality restaurant is, for every 30 covers, tow stewards and one supervisor are required, again these numbers are greatly influenced by the complexity of the service design.

A 50- cover coffee shop operation requires only three stewards and one supervisor per shift. Because the services offered here are more casual and less staff members are required per shift. The objectives of a service professional while staffing are as follows:

To minimize the staffing as low as possible.

To maintain restaurant standard high.

Minimizing the staff turnover by providing better work area.

To maintain a friendly and cooperative attitude among all the staff members.

SEATING ARRANGEMENTS

The way with which seating area is organized makes a lot of difference to the guest experience. Various seating patterns and styles not only give a better look to the restaurant but also provide different comfort levels to the guests. The main objectives of discussion about the seating arrangements are as follows:

Providing maximum comfort to the guest.

Giving enough moving space to the staff and the guests.

Creating a great ambience.

For maximum utilization of space.

The above objectives can be achieved only by proper planning of seating arrangements. These are a few points to be considered to get a perfect and suitable seating plan for a particular outlet.

More moving space can be achieved by arranging tables and chairs

diagonal to the walls (see fiq) Elevated seating sections in large restaurants, add more value to the ambience.

Glass partitions, screens, and alcoves between two adjacent tables give intimate

dining experience to both the parties. They also save a lot of space.

Avoid having side stations in the center of the seating arrangement unless there are pillars.

Arrangement of sofa seating and individual chairs can give a choice to the guests.

It is advisable to have few larger tables or round tables for groups and families.

SELECTION AND PLANNING OF EQUIPMENTS

The equipment used in food and beverage outlets can be categorized into ‘heavy-duty’ and ‘light-duty’ equipment. As the name refers, the heavy-duty equipment is too heavy to move and shift. Working tables, refrigerators, bain- marie, deep freezers, food cabinets, and trolleys usually come under this category. On the other hand, the light duty equipment is smaller in size and easy to carry. Trays, crockery, cutlery glassware, and flatware come under this category.

Heavy –duty equipment: These are large in size and difficult to move around. So , a great care must be taken while planning to purchase and locating them. Once the heavy equipment is located or fixed, it is difficult to shift it. So,

identifying the correct locations for the first time is very important. As the heavy-duty equipment is expensive therefore, it is necessary to check its durability and life warranty.

Light-duty Equipment: This category mainly consists of crockery, glassware, cutlery, and linen. As these are small in size, there is a lot of probability of misuse and pilferage. So, a great care must be taken when selecting and deciding on stock levels.

Factors to be considered while purchasing Equipment

The purchase should reduce the labour cost.

The equipment should make monotonous jobs quicker and easier.

It should look attractive and clean in guest areas

It should have long durability for better value for money;

The equipment should be easy to operate and maintain.

It should increase the production and service standards.

It must be of multiple uses.

It should fit in the available space.

Most importantly, the equipment should be energy efficient.

Calculating Quantities of Equipment Required

One of the major purchases for any establishment is equipment. This may consist of heave-duty or light- duty equipment such as cutlery, crockery, and glassware. Great care must be taken when deciding stock levels, because major portion of investment is spent on the equipment. Usually, these service equipment are maintained in ‘par inventory levels.’ If equipment are overstocked, the cash flow and storage place are blocked and chances of pilferage and theft are increased. On the other hand, if the stock is insufficient,

then you may need to compromise on service standards and procedures. This leads to guest dissatisfaction, and ultimately losses in business.

The restaurant manager is responsible for setting up the par stock levels based on the operations and frequency of usage. They also decided on how low the par stock should be before placing the next purchase order. Stock levels vary based on dishwashing procedures and on-site laundry. The following guidelines help deciding on par stock levels. When operating a number of outlets the patterns and designs of equipment need to be considered. If there are different patterns for each outlet it gives a unique identity to each operation. But it creates sorting problems at common dishwashing. It is also expensive to maintain different stocks separately.

Chinaware : The stock should permit one complete set in the restaurant, one in process (i.e., in washing and kitchen), and one in reserve (still room). Thus, it is advisable to have three par levels for the chinaware. But for items such as B&B plates and under liners, which are used more frequently in large numbers, need to have and extra par.

Glassware: As a rule of thumb, hotels maintain three par stock levels for each variety of glassware, But for few exceptions such as frequently used wine glasses and water goblets, an extra par needs to be maintained. This stock level may vary based on many factors for example, the ‘lead time’ or ‘waiting time’ for specific logo glassware and breakage rate in the property etc.

Steel or silverware: The general three par levels may alter for specially embossed flatware because of the ‘lead time’. It also depends on the theft and

loss rates of the property. An onsite burnishing machine can help reduce stock

levels of the silverware.

Linen: Linen is of two types in food and beverage organizations. One is ‘table linen’ and second is ‘uniforms. Table linen includes tablecloth, slip cloths, and

napkins. Minimum par stock for the table linen is three times. But it varies based

on the cover turnover and busy operations. Normally, high turnover outlets need to maintain four stock levels. The cleanliness of staff and their uniforms speak about the hygiene levels of the outlet. The uniforms should be issued in three sets. With this plan an employee can wear one, store another for the next shift, and launder the third.

Quality and purchase Specifications of Different tableware

In many hotels, an executive committee comprising the heads of the departments and the general manager makes a decision about the quality and quantity of equipment. Once the decision is taken, a great deal of research has to be made about the product and suppliers by the purchase department. This is done by studying brochures of different brands, talking with sales representatives, and reviewing samples. Then the purchase department requests for price quotations and makes a comparative statement for lower costs. Some amount of negotiation is required before placing the order. Once order has been placed, the same information is filed in purchase record books. The information is useful when the products are received for verification. Standard specifications are made based on following points:

Budget

Type of operation

Compatibility with the theme

Quantity required

Storage space

Chinaware: It is reported that 70-80 per cent of breakage occurs in the dishwashing area. So, commercial quality crockery is advisable which is

resistant to chipping, cracking and scratches. Often heavy or thick china is used

in fast – food outlets. Heavy crockery may hold heat efficiently, but is vulnerable to breakages. Moreover, it looks awkward and needs more storing space. For class-one restaurants, thin and glossy finished crockery is recommended.

Chinaware can be purchased from domestic or foreign suppliers. Whatever may be the case, the lead time must be considered while placing orders. In some establishments, management may decide to have logo-printed chinaware or special-pattern chinaware. In this case, purchase specifications need to mention clearly. As a quality and professional matter, high-quality crockery should never be mixed with low-quality glassware or cutlery. Usually, different patterns are also not mixed together in the same outlet.

Glassware: Managers must consider a lot of factors before placing on order for

the glassware. The glassware must march with the theme of the outlet. Price must be within the range of allotted budget. Open or general stock glassware is less expensive than the custom-made stock. Rolling edges and rims on glasses reduce cracking and chipping. Stemmed glasses look attractive, but are more susceptible to breakages. Cleaning and storing procedures need to be addressed before placing an order. Breakage ratio and lead time are important points to be considered. Steel or silverware: The true silverware is highly expensive and

difficult to maintain. Some of the elegant hotels use silver-plated cutlery and

flatware. This type of cutlery is also called ’hotel plated’ or ‘electroplated nickel silver (EPNS).’ This type of flatware gives elegant and royal look to the restaurant

décor. But EPNs items need to be plated very often. If the establishment has in-

house ‘plating plant’ and ‘burnishing machine’, it reduces the maintenance costs and also increases the durability of the equipment.

Nowadays, most of the establishments are opting for ‘stainless steel’ flatware

because of its low maintenance costs. Stainless steel cutlery can be made to any purpose, any shape and style. As the name indicated they are stain proof and

resistant to rust. It is also difficult to bend and break. Another advantage of the stainless steel cutlery is that it is most cost effective and widely available. It can be made in different varieties such as glossy finish, dull finish, or matte finish to suit the outlet theme. The controlling of cutlery stock is a difficult task and should involve strict procedures. Only the number of stock that is required for operations should be issued.

Linen: One must consider the comfort and quality of fabric while selecting for

table linen. A moderately thick and absorbent cotton material is recommended for table linen. Maintenance of linen is an expensive match with the theme and décor.

PLANNING THE INTERIORS OF AN OUTLET

The total dining experience comprises not only food and beverage served but also the atmosphere created. Ambience or interiors of a restaurant play a major role in attracting and keeping the business. The major elements of interiors are

(a) décor, (b) lighting, (c) colour, and (d) furniture. We will be discussing about

these four elements individually.

Décor

Décor means decoration of the place .It mainly consists of fixtures, fittings, picture frames, paintings and other artifacts. By changing the décor, we can change the ambience of a restaurant. While creating a perfect décor, managers should not neglect operations. The décor should not interrupt the smooth operations. Decorative items should be of commercial quality to withstand wear and tear. They must be easy to clean and hygienic. Another major point to consider is safety. Some common safety issues are listed below:

Smooth and slippery floor in the outlet looks very elegant and shiny. But it leads to many accidents. Exposed rough or sharp edges of tables and chairs can hurt people in the operations.

Splinters and nails of tables and chairs can hurt guests.

Unmarked glass doors can lead to accidents.

Steps must be railed and lighted to avoid tripping-over.

Hanging decorations or low ceilings must be marked.

Emergency exists should not be blocked with decorative items.

The above given factors should be considered while designing the décor of an outlet.

Pictures or wall hangings and other decorative items need to use with great care to portray a particular theme. For example, a nautical or marine theme can be achieved by placing various ship models, paintings of anchors, fishing nets, wall hanging buoys, and shells. These items can be located based on the space available and the colour contrast.

Lighting

Modern designers are showing interest in using a variety of lighting and light sources. A wide range of effects can be created by contrasting different lights. Lighting in food and beverage outlets is mainly categorized into two kinds.

Functional lighting: This kind of lighting is required for operation in the back area and kitchen. It is also required on tables to enable the guest to read the menu and see the food and beverage presentation. This kind of lighting amounts as much as 75 per cent of the total restaurant lighting. Functional lighting is more common on tables, at buffet counters, display articles, and on the pictures and paintings.

Decorative lighting: This kind of lighting is used to create ambience and décor. It is a part of decoration. This included wall bracket lamps, serial lamps, and picture focus lamps etc.

To create a correct a correct ambience with correct illumination, one should

use different types of lightings in the correct combination. There are two main types of lightings used in food and beverage establishments. They are incandescent lights and fluorescent lights.

Incandescent lighting is warm and inviting. But these lights are less energy

efficient to operate. And the yellow hue of the bulbs may change the natural

colour of the food items. Fluorescent lighting is known for the lower operating cost. Natural colours are not shaded by the white light. But it is often criticized

for its pale, dull, and lifeless illumination. Therefore, it is advisable to use a

combination of both the lights in balance to create a warm, romantic, and bright atmosphere. Many experts recommend 70 percent of fluorescent and 30 per cent of incandescent light in the total lighting system. This gives a mood of enjoying the meal and a pleasant, natural appearance to the food items. Expert restaurant designers use tips from ‘psychology of lighting’ in developing lighting system for a restaurant. Below are a few tips on creating a correct lighting system:

- Brighter or strong lighting is not comfortable to eyes, thus gives a

message of ‘eat quickly and leave.’

- Soft lighting creates a mood of ‘relax and dine at leisure.’

- Sparkles enhance the appetite and encourage conversation.

- Spotlights on seating areas should be avoided. Guests should be

surrounded with light rather than spotting them.

- Candles between people draw them together.

- Direct lighting to be countered with soft lighting.

To keep the desired mood and effect of lighting, dimming systems are widely used around the world. In modern days most of the speciality outlets are opting for

semi-automatic or fully automatic dimmer systems. These automatic dimmer

systems are preset with different combinations of lighting. By just selecting any one mode of lighting on the dimmer system, the combination can be changed between dim and romantic mood for dinner, and bright and cheerful mood for lunch.

Colour

The colours used in dining areas obviously affect the atmosphere. Designers follow a wide range of rules while selecting colours. A great care must be taken while choosing the right colour, since food and colour are closely associated. The colour scheme used must reflect the character of the restaurant. Usually, white

, cream, beige, blue, and yellow are the mostly used colours in food and beverage

establishments. A combination of different colours can be used to balance and to create the desired effect. Colours also affect the mood of the guests. It is observed that cool colours such as light green, blue, and violet give a relaxed dining experience. In contrast, war5m colours such as yellow, red and orange will stimulate activity; thus, encourage fast table turnover.

Colours also have and impact on the room size. A small room can be showcased as a large room by painting it with some bright colours. Similarly, a large area can be painted with a dark colour to give a more intimate feel.

Furniture

The dining room furniture is available in wide variety, and it can fit in any atmosphere and décor if selected properly. A great care must be taken while selecting furniture because it is an expensive decision. The cost of furniture makes nearly 50 percent of the total initial investment.

The next important factor to be considered is ‘comfort’ of the guests. Heavily cushioned furniture gives a sinking feeling and is not comfortable while dining. Hard surfaces are also not suitable for long sitting and relaxed meal. Furniture

should not occupy too much of space. Professionals should consider the table

size requirements, compatibility with the theme, and materials used for the furniture.

Wood is the most commonly used material for the dining room furniture. Various types of woods are used to suit the décor and theme. Wood is most preferred

because it is strong, rigid, stylish, and able to resist wear and tear. Metals such as aluminum, steel, and brass and other materials such as plastic, vinyl, and fibre glass re also used in modern days to create attractive and contemporary furniture. Selected furniture must support the type of operations, keeping the guest comfort in mind.

PLANNING MENU FOR AN OUTLET

For many outlets, menu is their unique selling point. A properly planned menu can change an outlet’s balance sheet form negative to positive. A food and

beverage outlet primarily offers its menu and then services. That is the reason a

menu plays an important role in the success of the outlet. A great deal of discussion is required before coming to a conclusion on menu. The past guest suggestions and potential guest advises are to be taken into consideration. There are a few points that need to be considered while compiling menu for an outlet.

1).  Identifying the market segment that is to be targeted helps in menu

planning. This gives clarity on the class of clientele to be catered.

2). A study of price levels accepted in the market helps in deciding the prices. 

3).  One should consider the type of menu to be offered. It can be an a la carte,

a table d’hote, or a buffet menu.

4).  Nutritional balance of the menu is appreciated.

5).  The dishes in the menu should march with the desired food cost levels. § A menu should reflect the theme of the restaurant.

6).  Availability of equipment and staff should be considered.

7).  If it is a table d’hote menu, the time available to serve has to be kept in

mind.

8).  A menu should be compatible to the theme and style.

9).  Competition analysis is mandatory for success. It gives a chance to stand

different from the competitors.

10).  Some local specialties should be included in the menu to increase the

number of visitors.

11).  Mix of high-priced and low-priced dishes gives better profit margins. Similarly, popular and non-popular dishes should also be mixed in the right ratio to get a perfect menu.

12).  Language and font used should be easy to understand.

13).  Religious and communal factors also effect the menu compilations. Menu Content

The menu should be compiled in a way that is easily understandable to everyone. It should be written in simple English and in clear font. The font size must be selected keeping the average human eye sight in mind the main information that

any menu should have is the ‘name of the dish, ’its description in simple

language’, and ‘price per portion.’ Some menus also provide serving-time information. The menu must promote, advertise, and inform. It should focus the

character of the restaurant. An English breakfast can be pronounced like ‘two

farm fresh eggs of your choice served with grilled sausages, crispy bacon, fluffy mashed potatoes, and grilled tomato’ to make it more appetizing and attractive to the guest. It is always advisable to group the similar items together for easy access. The common way of grouping menu items is listing under course wise heading. For example.

Appetizers - Main dishes or fillers - Deserts

Soups - Staples - cheese

Entrees - Vegetables - Beverages

It is said that the appetite lies in the eyes and not in the stomach. The dishes in a menu must have gastronomical balance. The menu balance is also important for its popularization.

Dishes in a menu should be balanced based on the following aspects:

Colour - Type of cooking

Texture - Nutritional balance

Flavour

Menu display

Menu is displayed in different ways depending on the dining room operations. The whole idea is to convey the message of the menu and give a clear information about the offerings. The following are a few examples:

A handwritten menu on a board or on a window glass is more suitable for casual atmosphere, and it is cheap and easy to change. Mostly used for dish-of-the day display.

A Place mat menu is printed on cover mats or place mats for convenient reading.

It is mostly used in busy restaurants to save on menu –presenting time.

An overhead menu is displayed over the service counter illuminated from behind. This can be easily read by the guest for placing his/her order. Mostly used in the

self-service restaurants.

A desktop printed menu is easy to print in the premises itself. 

Withthe technological development, a menu can be printed in different colours and designs as and when required. These menus can be printed in different colours and designs as and when required. 

These menus can be displayed as tent cards, or laminated sheets, or leaflets in a folder.

Menu layout:-

A layout is very important while printing a menu. One should understand the ‘prime space’ and ‘dead spots’ on a menu while printing. The layout of a menu is based on how a human eye travels through a page. It is advisable to print those

dishes in the prime space that require attention. Always avoid using dead spots.

The location of the dead spots and prime spaces differs from single-sheet menus to double-sheet menus.

CONSTRAINTS IN MENU PLANNING:- 

Planning a perfect menu is always a challenging job. It is more than just printing some dishes together with a nice cover. There are many hurdles to overcome before concluding on a suitable menu. Some of the constraints are as follows:

👉Maintaining a desired food cost at all times.

👉All the dishes in the menu are not compatible with the theme.

👉Non-availability of equipment and raw materials.

👉Low shelf life of raw materials that are not available locally.

👉Non-compatibility with the service design.

👉Unskilled staff to produce all the menu dishes.

Standard Operating Procedures_ 6th Sem

 A standard operating procedure (SOP) is a set of written instructions that document a repetitive activity followed by an organisation.The development and use of SOP are an integral part of a successful quality system as it provides individuals with information to perform a job properly and facilitates consistency in the quality of a product or service.

Writing an SOP

SOPs should be written in concise, step by step, easy to read format. The document should not be wordy or over lengthy.

SOPs should be written with sufficient details so that anybody with limited experience or knowledge can successfully reproduce the work when unsupervised. These SOPs should be made available for reference. SOPs should periodically be revised to keep them updated

SOPs should be written in concise, step by step, easy to read format. The document should not be wordy or over lengthy.

SOPs should be written with sufficient details so that anybody with limited experience or knowledge can successfully reproduce the work when unsupervised. These SOPs should be made available for reference. SOPs should periodically be revised to keep them updated

SOPs should be written in concise, step by step, easy to read format. The document should not be wordy or over lengthy.

SOPs should be written with sufficient details so that anybody with limited experience or knowledge can successfully reproduce the work when unsupervised. These SOPs should be made available for reference. SOPs should periodically be revised to keep them updated

Every organisation has its style of writing an SOP. There are no ideal or correct formats. Following is a sample format.

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TITLE OF SOP

HOTEL ABC

DEPARTMENT:                                                                                                                                                                       SOP ID No:

DATE OF ISSUE:                                                                                                                                                                     Date of Review:

MADE BY:

APPROVED BY:

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STEPS OF THE PROCEDURE

· Step 1

· Step 2

· Step 3

 

 

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How to write a good SOP

• Use Job Titles and not names of people
• Follow a logical thought process.
• Start each step of the procedure with an action word. For example, lift, pour, etc
• Use graphics and visuals
• Sentences should not be long and complicated

Supervisory skills & Developing efficiency: Managing F & B Outlet_ 6th Sem

 Supervisory function is an essential activity performed by the supervisory staff to check if all the tasks of F&B service are carried out according to the standards set, so as to satisfy the customer and make them feel that they have received the money’s worth

Supervisory Function in Food Service Operations

Briefing

All wait staff are expected to attend the briefing in proper attire and conducted by the supervisor prior to the service. During the briefing the supervisor verifies the personal grooming of the staff to ensure the wait staff is in an acceptable condition After checking the personal grooming the supervisor briefs the wait staff on number of covers, profile of guests, service procedure, dishes that are to be concentrated during suggestive selling, dishes that are not available and anything pertaining to the restaurant policies and food service. Allocation of tables is also done during briefing.

Checking mise en place and mise en scène

Mise en place means keeping everything required in readiness for service which comprises list of activities. Mise en scene refers to keeping the area clean and presentable. These activities are carried out prior to service. It is the responsibility of a wait staff to carry out all the activities to an acceptable level. The head waiter prepares duty rota to show the assignment of task to staff.

Handling of Tips

Tips are the amount given voluntarily by the guest at the end of the meal or function to the service staff appreciating their good work. In most hotels, tips are taken only by the service staff and not shared with kitchen staff

Stock Taking

The supervisor must maintain the stock of all area under his/her control. It should be taken periodically at least once a week. This work should be assigned to a team of or three staff in rotation.

Requisitions

Supplies required during service are requisitioned from the stores by the supervisor. Supplies in the service area include edible and miscellaneous items. Edible supplies are sugar, proprietary sauces, salt pepper, butter Miscellaneous Supplies include paper napkins’ doily straws placemats tooth pick etc.

Sales analysis

This is the most important function of a supervisor. The supervisor must analyze the sales at the end of the day, week, and month in order to be aware of the following:

1. Actual Sales and budgeted sales
2. Fast moving dishes
3. Dead dishes
4. Average Revenue per waiter
5. Least revenue generating waiter
6. Most preferred tables.
7. Slow moving dishes

Cost analysis

Cost refers to expenses incurred in producing an or serving goods. In food service it includes all expenses that occur right from procurement of raw material to washing the soiled plates of the guests. Every employee should be committed towards containing of cost so as to earn more margin of profit. There are basically three types of cost

1. Food Cost
2. Labour Cost
3. Over head Cost

Handling Complaints

Success of food and beverage operations is ensured when the needs and the expectation of the guest are met. Complaints from food and beverage operations are basically of two types

1. Food-related
2. Attitude related

It is the duty of the service staff to analyze the root cause of the problem for the complaints and take necessary actions and ensure complaints do happen again. All complaints made and action taken should be recorded in a notebook.

Training the staff

All employees of an organization must be trained continuously so as to deliver the products and services as per the standards set by the organization.

Managing Discipline

Discipline is the hallmark of a good hotelier. Following are some general guidelines to maintain a disciplined team

1. Ensure that there are written house rules and code of conduct.
2. Motivate staff to follow rules
3. A fault committed must be checked at once
4. Always be disciplined. Set an example in front of juniors.

Staff Scheduling

A supervisor must be aware of peak days and rush hours to do the staffing accordingly. Forecasting busy schedules and staffing accordingly is the key to success. Few points to be kept in mind are as follows

• The schedule should be displayed well in advance
• Staff distribution should be optimal.
• Holidays should be evenly distributed
• Staff should be rotated in each shift

Supervisory functions ensure smooth operation of any organization. These functions vary from organization to another. Supervisors are expected to guide the subordinates towards the attainment of objectives.

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.