Food and Beverage Management

1. Food and Beverage Management Food and Beverage Service

2. Service • Service is the culmination of all the planning and production • Service must be successful – or it is all wasted • Servers and FOH managers are the face of the operation

3. Service Styles • Table Service • American Service • English Service • Cart Service • Russian Service • Military • Buffet Service • Cafeteria Service • Scramble Layouts

4. Service Styles • Quick Service • 70 % of sales can be generated by drive through • Fast Casual • Delis • Tray Service • Typically non commercial operations (hospitals, airlines) • Room Service

5. Components of the Guest Experience • Standard Operating Procedures • Training • “Guest is always right” • Identify entrees • Menu Knowledge • Sanitation & Safety • Grooming • Attitude

6. Components of the Guest Experience • Teamwork • Expeditor • Runners • Bartenders • Builds Morale • Orders in on time and the proper format

7. Preopening • Inspecting Facilities • Following Reservation Procedures • Assigning server stations • Performing Side work • Holding server meetings

8. Inspecting • Room Temperature • Lighting • Safety ( ripped carpets) • Good “Show” • Tables set and ready

9. Reservations • Systems and Policies vary • Specific time (staggered intervals) • Time Range • Priority Seating • No reservations at all • Help manage labor and production • Specify those who can take reservations – and make “judgment” calls • Have policies and procedures for “No Shows”, Large Parties, special requests (birthdays, etc.)

10. Assigning Stations • A Food Server station is a specified number of tables in a location that are the responsibility of the server • Some assign tables by guests on a rotation basis • Number of tables assigned depends on: • Number of seats • Style of Service • Expected guest turnover • Server experience • Training duties • Distance from kitchen and bar • Variety of menu • Number of servers scheduled • Popularity of station

11. Sidework • Setup and clean up work assigned prior to opening • If not completed, stations may run out of service items and cause guest inconvenience • Managers need to follow up to make sure completed as assigned • Nothing makes a sever angrier than the previous shift not doing the assigned sidework

12. Shift Meetings • Prior to each service a brief meeting should be held • Topics include: • Station assignments • Daily Specials (taste as well) • VIP guests • Menu prices • Training in preparation

13. Providing Guest Service • Sequence • Welcome the Guest • Pour or set water • Present Menu and Wine List • Take beverage order • Serve Beverages • Ask for appetizer • Serve appetizer (or place order then return to…)

14. Providing Guest Service • Take Entrée and wine order (also special dessert) • Remove appetizer order (if done – from right side) • Serve wine • Serve salad and bread • Remove salad plates • Serve Entrée • Check to make sure guest is satisfied • Clear table • Take dessert order and after dinner drink orders • Serve dessert order and drinks • Present the check

15. Special Situations • Serving Alcoholic Beverages • Liquor • Server should know “terms” – On the Rocks, straight up, with a twist, neat • Delivered on a cocktail tray • Serve to the right hand of the guest • Clear glasses as soon as empty • Wine Service • Show guest the wine • Open properly • Pour a taste for host • Know what to do if the host does not like the wine

16. Responsible Vendor • Dram Shop acts • Negligence – “reasonable care” • Liability • Civil • Criminal • Admistrative

17. Computers and the Service Process • Electronic Cash Registers (ECR) • Stand alone device • Point of Sale Sytems (POS) • Connected to central CPU • Pre check Terminals • No Cash Drawers • Cashier Terminals

18. Order Entry • Order entry devices typically have: • Touch screen displays or keyboards • Menu boards – screen overlay or screen • Preset Keys – labeled (may be a picture) • Price Look up key – allows entry by code for item • Modifier keys – preparation instructions • Function Keys – clear, discount, no sale • Settlement Keys • Numeric Keypad – for manual entries “open food”

19. Devices • Magnetic strip readers for credit cards • Guest Check Printers • Work Station Printers • Receipt Printers • Wireless handheld server terminals • Mostly pre check terminals • Very efficient for large restaurants • Can communicate with kitchen – instructions or if an item is sold out.

20. Software & Reports • Menu Item File – data for all meal periods and menu items sold – includes item ID numbers, price, recipe code numbers, historical data • Open Check files – current data for all open checks. Check open check file at the end of shift before sever departs • Labor Master File – labor reports • ECR/POS reports –database for reports, menu items, server performance, sales reports. Can be custom built for many variations.

21. Technology and Guest Ordering • Online Ordering Systems – carry out and delivery • Call Centers – used by some drive throughs • Digital Signage Menu boards • Self Service kiosks • Smart Phone Ordering • Other – Netflix pizza

22. Food and Beverage Controls • Guest Check Systems – • Old School • Pre check Registers – • Uses passcodes to authorize the order to work registers • Reconcile at end of shift • Income Collection Systems • Server is the cashier • Cashier

23. Revenue Control and Beverage • Bartender is unique – takes orders, makes orders and collects payments • Opportunities for mischief • Watch for theft • Free Drinks • Making change from tip jars • No Sales – watch for tracking clues – stirrers, etc.

24. Other Sneakiness • Underpouring or diluting • Pouring from personal bottles and keeping cash • Counting sales of drinks, then ringing up “Bottle Sale” • Selling for cash - then ring up as “Comp” • Undercharging / wrong brand • Reusing paid checks • Collecting cash with no receipt

25. Increasing Sales • Can increase the Bottom line significantly • Guest is already there • Make it a contest • Suggestive selling • Specials – “We have a lovely Dover Sole tonight - but it is limited, may I put an order in for you?” • Up selling • Add items to order – “want fries with that?”

26. Next Week • Quiz Chapter 10 • Chapter 12 & 13 – • Last Lecture!