TBC 2024 Organisation Chart and Duties PDF

Organization & Responsibilities of F&B Operations Module: Supervise Food & Beverage Service Hospitality Business Management (2024, Level 3) The British College Sushant Tuladhar Organization Chart G...

Organization & Responsibilities of F&B Operations Module: Supervise Food & Beverage Service Hospitality Business Management (2024, Level 3) The British College Sushant Tuladhar Organization Chart General Restaurant Assistant Restaurant Manager Manager Manager Senior Captains Captains Junior Captains F&B Director Senior Waiters Waiters Junior Waiters F&B Manager Runners INTERNS 2 Supervise F&B Service / TBC - L3 / S.Tuladhar Departments of a Hotel Hotel HR Finance Rooms Security Sales Engineering Food & Beverage F&B Beverage Outlets Production Banquet Room Stewarding Service 3 Supervise F&B Service / TBC - L3 / S.Tuladhar Organization Chart General Manager : HOTEL POWER F&B Director : F&B Department AUTHORITY Restaurant Manager : DECISION Restaurant MAKING Captains : Stations INFLUENCE Waiters IMPACT CAREER 4 Supervise F&B Service / TBC - L3 / S.Tuladhar Mission, Goals, Objectives  Mission : purpose and direction of the business  For e.g. : To become best Vietnamese restaurant in Thamel by 2025 AD  Goals & Objectives : Targets to be achieved for the fulfillment of the Mission  S : Specific  M : Measurable  A : Accountability, Achievable  R : Reasonable, Relevant  T : Time-bound 5 Supervise F&B Service / TBC - L3 / S.Tuladhar Mission, Goals, Objectives  Objectives & goals are reflected in formal plans  Long-term  Short-term  Increase food sales by 10% over the previous year  Achieve an average cover rate of Rs 1,000 by the end of the fiscal year  Reduce the number of guest complaints by 20% from last year  Plans : list out the activities and tasks 6 Supervise F&B Service / TBC - L3 / S.Tuladhar Mission, Goals, Objectives hierarchy 7 Supervise F&B Service / TBC - L3 / S.Tuladhar Influences on F&B Operations Macro Environment : external factors, unpredictable, uncontrollable  Political : minimum wage (Rs 15000 from 1st Shrawan 2078, public holidays, health/hygiene protocols and standards, rate of tax)  Economic : income of people, economic activities, inflation  Social : social norms, demographics, trends, changing behavior and needs of people  Technological : smart phones, Internet access, apps  Media : social media, publicity, creating goodwill 8 Supervise F&B Service / TBC - L3 / S.Tuladhar Influences on F&B Operations Micro Environment : internal factors, within our control  Customers : satisfaction, fulfillment of needs, value for money, we can choose our customers  Employees : recruitment, training, motivation, promotion, skill development  Suppliers : quality control, price, return policies, delivery on site and on time  Local Authorities : Ward office / Municipality office, local police station (street lights, opening hours, safety security from thefts, accidents) 9 Supervise F&B Service / TBC - L3 / S.Tuladhar Job Description  Profile of the job so that an employee knows exactly what is expected of him/her.  List of tasks, activities to be performed  Duties & responsibilities to be assigned  Basis of training  Performance evaluation 10 Supervise F&B Service / TBC - L3 / S.Tuladhar Job Specification  Profile of the person who has to do the job  Education  Experience  Skills, trainings  Personal competencies, behavioral traits  Sets standards for the post 11 Supervise F&B Service / TBC - L3 / S.Tuladhar Restaurant Manager 12 Supervise F&B Service / TBC - L3 / S.Tuladhar Restaurant Manager 13 Supervise F&B Service / TBC - L3 / S.Tuladhar Restaurant Manager 14 Supervise F&B Service / TBC - L3 / S.Tuladhar Assistant Restaurant Manager  Also known as Premier Maitre d’hôtel  Provides support to & assists the Restaurant Manager  Takes over the Restaurant Manager’s duties in his or her absence  Supervising staff  Selling and promoting restaurant product & services  Maintaining good staff & customer relations  Checking on food, beverage & service quality  Performing tableside preparation (in fine dining restaurants)  Drawing up the duty rosters for the restaurant staff  Conducting on-the-job training for the restaurant staff  Overseeing daily roll call /pre-service briefing 15 Supervise F&B Service / TBC - L3 / S.Tuladhar Host & Hostess  Main role is to greet & seat customers  Keeping menu stock & maintaining menu cleanliness  Ensuring that floral arrangements are changed regularly by the florist department  Taking & maintaining customers records for restaurant reservations  Assigning customer seating to each station  Greeting, welcoming and seating customers  Maintaining customers’ history record  Assisting in presenting menu and where necessary taking orders for food and beverage items 16 Supervise F&B Service / TBC - L3 / S.Tuladhar Captain  Also called a Chef de rang.  In-charge of smaller sections within a restaurant  Responsible for 5 to 8 tables covering approximately about 20 to 36 seats  Supervising, directing, assisting & coordinating service staff within the station  Recommending or suggesting F&B items to customers  Taking the orders for food and beverage  Checking customer’s satisfaction with quality of food, beverage and service provided 17 Supervise F&B Service / TBC - L3 / S.Tuladhar Captain (contd.)  Attending to customer complaints and requests  Checking and presenting hills  May also assist the Hostess, Assistant Restaurant Manager or Restaurant Manager in  Welcoming and seating customers  Performing tableside preparation  Overseeing the restaurant in the absence of the Manager & Assistant Manager 18 Supervise F&B Service / TBC - L3 / S.Tuladhar Wine Butler  Also known as Wine Waiter or Wine Butler or Sommelier  Usually found only in a fine dining restaurants  Formulating and revising the wine list  Preparing the mise-en-place for wine service (wine glasses, wine buckets and stand, decanters, wine baskets)  Recommending appropriate wines to match customer’s food order  Presenting, uncorking and serving wines  Maintaining inventory of wines in the restaurant through requisitions and daily physical inventories  Training staff in wine knowledge and wine service techniques 19 Supervise F&B Service / TBC - L3 / S.Tuladhar Waiter  Also called Commis de rang & sometimes referred to as ‘Server’ or ‘Steward’  Preparing the mise-en-place for the restaurant’s operation, for example:  Drawing, stocking and laying table linen  Folding napkins for use in service setting tables with tableware, glassware and chinaware  Stocking side stations with linen, glassware, tableware and condiments  Cleaning and refilling salt and pepper mills, oil and vinegar bottles and other condiments 20 Supervise F&B Service / TBC - L3 / S.Tuladhar Waiter (contd.)  Serving food and beverage to customers patronizing the restaurant  Clearing soiled tableware from restaurant to the back- of-house  Resetting table for ‘new’ customers when tables are re- sold during the course of the same meal period (i.e. when a turnover occurs) 21 Supervise F&B Service / TBC - L3 / S.Tuladhar Busboy  Also known as commis debarrasseur or ‘Runner’  Collecting food and beverages from the kitchen into the restaurant service area or the side station  Collecting beverages from the bar into the restaurant service area or the side station  Bussing (collecting and clearing) soiled dishes from the dining room to the back-of-the-house to the Stewarding wash-up point  Assisting a waiter to serve the customers if need arises  Assisting in mise-en-place for the restaurant’s operation 22 Supervise F&B Service / TBC - L3 / S.Tuladhar Service Staff 23 Supervise F&B Service / TBC - L3 / S.Tuladhar Service Staff 24 Supervise F&B Service / TBC - L3 / S.Tuladhar  Thank you. Any Questions? 25 Supervise F&B Service / TBC - L3 / S.Tuladhar